From jim-m at moving-picture.com Thu Mar 1 05:17:35 2012 From: jim-m at moving-picture.com (Jim McIntyre) Date: Thu, 1 Mar 2012 10:17:35 +0000 Subject: [rt-users] Reporting requirement - number of a call assignments Message-ID: Is there a way of reporting on the number of times a ticket has been reassigned to another analyst or to another RT queue. I am interested in reporting on the tickets that have a high number of reassignments. We use RT 3.8.2. Regards Jim McIntyre MPC -------------- next part -------------- An HTML attachment was scrubbed... URL: From dan at shearer.org Thu Mar 1 05:49:14 2012 From: dan at shearer.org (Dan Shearer) Date: Thu, 1 Mar 2012 10:49:14 +0000 Subject: [rt-users] RT and CRM functions/integration Message-ID: <20120301104914.GB12443@buho> What do service companies based around RT do when they formalise their sales processes? I've only ever seen CRM done completely independently, but now I'm wondering if there's a better way. RT is the opposite of a CRM (the scale of the numbers and the direction of the communication are inverses) but often an IT service company wants to keep sales close to fulfillment, and fulfillment always happens through RT. At one level, RT can do very transactional, short-cycle sales just like any question-response cycle. At the other extreme, RT can't possibly map onto a contacts-driven sales system. But I'm wondering if there might be some ground in the middle, where the true CRM stuff is handled elsewhere but RT is aware of the workflow. So, who does CRM integration with RT? :-) Regards, -- Dan Shearer dan at shearer.org From cloos at netcologne.de Thu Mar 1 08:11:08 2012 From: cloos at netcologne.de (Christian Loos) Date: Thu, 01 Mar 2012 14:11:08 +0100 Subject: [rt-users] re configure rt In-Reply-To: <4F4CED1E.50406@bestpractical.com> References: <33405103.post@talk.nabble.com> <4F4CED1E.50406@bestpractical.com> Message-ID: <4F4F756C.2010500@netcologne.de> This doesn't work for me. /opt/rt4/etc/RT_Config.pm shows only this: # RT was configured with: # # $ ./configure /opt/rt4/share/config.site /opt/rt4/etc/config.site Any Ideas? -Chris Am 28.02.2012 16:05, schrieb Thomas Sibley: > On 02/28/2012 03:23 AM, john s. wrote: >> How can i reconfigure an existing Rt instance without a new install > > Find your previous configure incant at the top of > /opt/rt4/etc/RT_Config.pm and rerun ./configure from the RT tarball with > those options. > > Note that for simply changing web handlers, you only need to do `make > fixdeps` after re-configuring, not `make install`. > > Thomas > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston March 5& 6, 2012 > From gsollazz at sgul.ac.uk Thu Mar 1 08:37:56 2012 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Thu, 01 Mar 2012 13:37:56 +0000 Subject: [rt-users] RES: Hide comments from unprivileged users In-Reply-To: <3B9178D874F56F47B616AB50C01F7B7701DF1CAA@GRUPRD8002MB111.lamprd80.prod.outlook.com> References: <4F4E5373.3080109@sgul.ac.uk> <3B9178D874F56F47B616AB50C01F7B7701DF1CAA@GRUPRD8002MB111.lamprd80.prod.outlook.com> Message-ID: <4F4F7BB4.4070802@sgul.ac.uk> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Thanks, Diaulas, that's correct! I don't know how that happened to be checked, actually! :) Best regards, Giuseppe On 29/02/12 17:08, Diaulas Castro wrote: > Look at Queue rights (groups and users ) On left panel look at > Unprivileged menu. > > > They shouldn't have "Rights for Staff" -> " View ticket private > commentary" checked. > > > > Att. Diaulas Castro Consultor Linux / Microsoft InterSolution > Inform?tica Tel.: (55 11) 3443-1472 www.intersolution.inf.br Oracle > Certified Partner > > > -----Mensagem original----- De: > rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de > Giuseppe Sollazzo Enviada em: quarta-feira, 29 de fevereiro de 2012 > 13:34 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] > Hide comments from unprivileged users > > > Hi, we're trying letting users access RT. It seems that > unprivileged users see Comments, although they are not notified via > e-mail. What's the relevant privilege I need to check? > > Thanks, Giuseppe > - -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012 - -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJPT3u0AAoJEAqigArPBfJXNoYH/Av6b5EcQ4fUkZ7dRMfe75dn 04rcv54CNDYgnthlF5OCpbfK0VTBiqrzUCUJRR2AdMSS37+f9u2DzoV2xa0uNpgN lyqz4a3Vi3pk7GySFkZCbHAGUh7DW5YKfaHr/XQ08c/elLUzZaaIXhrsQdzLMNhg KGKb31YZPnz64KQnxJ0JS1WNaTxAVweacYvoXlLBd2xNkLSS2hcE+NWhqb+m0g6R nQBnn4XFa7Cts05JDPAW2WQuaeGTWaSOEx5WtqP5rhK1IdFsJpzjSwoHZhOScJ7u ujIxO4lhas1O3SaljQwQxWQWVsSKq0AJeGHBYSrJKSVyZjNLdXGg7yVUrrfGPb4= =jEGQ -----END PGP SIGNATURE----- -------------- next part -------------- An HTML attachment was scrubbed... URL: From diaulas.castro at intersolution.inf.br Thu Mar 1 08:41:32 2012 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Thu, 1 Mar 2012 13:41:32 +0000 Subject: [rt-users] RES: RES: Hide comments from unprivileged users In-Reply-To: <4F4F7BB4.4070802@sgul.ac.uk> References: <4F4E5373.3080109@sgul.ac.uk> <3B9178D874F56F47B616AB50C01F7B7701DF1CAA@GRUPRD8002MB111.lamprd80.prod.outlook.com> <4F4F7BB4.4070802@sgul.ac.uk> Message-ID: <3B9178D874F56F47B616AB50C01F7B7701DF46DC@GRUPRD8002MB111.lamprd80.prod.outlook.com> Look also on "Send comments" I think you don't want this enabled for unprivileged users. Att. Diaulas Castro Consultor Linux / Microsoft InterSolution Inform?tica Tel.: (55 11) 3443-1472 www.intersolution.inf.br Oracle Certified Partner De: Giuseppe Sollazzo [mailto:gsollazz at sgul.ac.uk] Enviada em: quinta-feira, 1 de mar?o de 2012 10:38 Para: Diaulas Castro Cc: rt-users at lists.bestpractical.com Assunto: Re: RES: [rt-users] Hide comments from unprivileged users -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Thanks, Diaulas, that's correct! I don't know how that happened to be checked, actually! :) Best regards, Giuseppe On 29/02/12 17:08, Diaulas Castro wrote: > Look at Queue rights (groups and users ) On left panel look at > Unprivileged menu. > > > They shouldn't have "Rights for Staff" -> " View ticket private > commentary" checked. > > > > Att. Diaulas Castro Consultor Linux / Microsoft InterSolution > Inform?tica Tel.: (55 11) 3443-1472 www.intersolution.inf.br Oracle > Certified Partner > > > -----Mensagem original----- De: > rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de > Giuseppe Sollazzo Enviada em: quarta-feira, 29 de fevereiro de 2012 > 13:34 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] > Hide comments from unprivileged users > > > Hi, we're trying letting users access RT. It seems that > unprivileged users see Comments, although they are not notified via > e-mail. What's the relevant privilege I need to check? > > Thanks, Giuseppe > - -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012 - -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJPT3u0AAoJEAqigArPBfJXNoYH/Av6b5EcQ4fUkZ7dRMfe75dn 04rcv54CNDYgnthlF5OCpbfK0VTBiqrzUCUJRR2AdMSS37+f9u2DzoV2xa0uNpgN lyqz4a3Vi3pk7GySFkZCbHAGUh7DW5YKfaHr/XQ08c/elLUzZaaIXhrsQdzLMNhg KGKb31YZPnz64KQnxJ0JS1WNaTxAVweacYvoXlLBd2xNkLSS2hcE+NWhqb+m0g6R nQBnn4XFa7Cts05JDPAW2WQuaeGTWaSOEx5WtqP5rhK1IdFsJpzjSwoHZhOScJ7u ujIxO4lhas1O3SaljQwQxWQWVsSKq0AJeGHBYSrJKSVyZjNLdXGg7yVUrrfGPb4= =jEGQ -----END PGP SIGNATURE----- -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Thu Mar 1 08:47:53 2012 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Thu, 01 Mar 2012 13:47:53 +0000 Subject: [rt-users] ****PossibleSPAM**** RES: RES: Hide comments from unprivileged users In-Reply-To: <3B9178D874F56F47B616AB50C01F7B7701DF46DC@GRUPRD8002MB111.lamprd80.prod.outlook.com> References: <4F4E5373.3080109@sgul.ac.uk> <3B9178D874F56F47B616AB50C01F7B7701DF1CAA@GRUPRD8002MB111.lamprd80.prod.outlook.com> <4F4F7BB4.4070802@sgul.ac.uk> <3B9178D874F56F47B616AB50C01F7B7701DF46DC@GRUPRD8002MB111.lamprd80.prod.outlook.com> Message-ID: <4F4F7E09.50807@sgul.ac.uk> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 01/03/12 13:41, Diaulas Castro wrote: > > Look also on ?Send comments? I think you don?t want this enabled > for unprivileged users. Hi Diaulas, yes - that was fine already. Many thanks for your help, G > > > > Att. > > Diaulas Castro > > Consultor Linux / Microsoft > > InterSolution Inform?tica > > Tel.: (55 11) 3443-1472 > > www.intersolution.inf.br > > Oracle Certified Partner > > > > *De:*Giuseppe Sollazzo [mailto:gsollazz at sgul.ac.uk] *Enviada em:* > quinta-feira, 1 de mar?o de 2012 10:38 *Para:* Diaulas Castro *Cc:* > rt-users at lists.bestpractical.com *Assunto:* Re: RES: [rt-users] > Hide comments from unprivileged users > > > > > Thanks, Diaulas, that's correct! I don't know how that happened to > be checked, actually! :) > > Best regards, Giuseppe > > On 29/02/12 17:08, Diaulas Castro wrote: >> Look at Queue rights (groups > > and users ) On left panel look at > >> Unprivileged menu. > > > > > >> They shouldn't have "Rights for Staff" -> " View ticket > > private > >> commentary" checked. > > > > > > > >> Att. Diaulas Castro Consultor Linux / Microsoft > > InterSolution > >> Inform?tica Tel.: (55 11) 3443-1472 > > www.intersolution.inf.br Oracle > >> Certified Partner > > > > > >> -----Mensagem original----- De: > >> rt-users-bounces at lists.bestpractical.com > > >> [mailto:rt-users-bounces at lists.bestpractical.com] Em nome > > de > >> Giuseppe Sollazzo Enviada em: quarta-feira, 29 de fevereiro > > de 2012 > >> 13:34 Para: rt-users at lists.bestpractical.com > Assunto: > > [rt-users] > >> Hide comments from unprivileged users > > > > > >> Hi, we're trying letting users access RT. It seems that > >> unprivileged users see Comments, although they are not > > notified via > >> e-mail. What's the relevant privilege I need to check? > > > >> Thanks, Giuseppe > > > > -------- RT Training Sessions > (http://bestpractical.com/services/training.html) * Boston March 5 > & 6, 2012 > > > > - -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJPT34IAAoJEAqigArPBfJXTPkH/iYywIXwxOinamalUtLIlNvl vt1tLaa8sNo2EJ/7e5WghRz50x0R3/XilQgq9xaioCadLbbByy++Ht7ZY05Hj9kW 3yoa+0RAZOonYMuJnP8RSNbOVC0AiHedEHYn9TTeYkeAEWI4bcq7oGdkXhY/njst mv8CM/Q02/KIx3xfUNTtkeZ3HIrx5r4WMOuVt6VlGy3V6ChWkhZR1E5woHJ1AeYC 7QwOprvudnVOgt8gKqBwvv+N8hV4Wwfsn1GznDeQyS+LZjfcTJQOdrBqQV2fyqYM k6p9IxK6KWEwyMwRuWMirjmmP27ulWTDDvyISfYotdJzoxVOAh0nGH1Gih+8rKU= =flmF -----END PGP SIGNATURE----- -------------- next part -------------- An HTML attachment was scrubbed... URL: From fireskyer at emailn.de Thu Mar 1 09:01:53 2012 From: fireskyer at emailn.de (john s.) Date: Thu, 1 Mar 2012 06:01:53 -0800 (PST) Subject: [rt-users] re configure rt In-Reply-To: <4F4F756C.2010500@netcologne.de> References: <33405103.post@talk.nabble.com> <4F4CED1E.50406@bestpractical.com> <4F4F756C.2010500@netcologne.de> Message-ID: <33421350.post@talk.nabble.com> Hm ok but i still don't know on which configure changes a "make install" is still needed and when if its not .... best regards john s. -- View this message in context: http://old.nabble.com/reconfigure-rt-tp33405103p33421350.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ktm at rice.edu Thu Mar 1 08:50:24 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 1 Mar 2012 07:50:24 -0600 Subject: [rt-users] Reporting requirement - number of a call assignments In-Reply-To: References: Message-ID: <20120301135024.GE14630@aart.rice.edu> On Thu, Mar 01, 2012 at 10:17:35AM +0000, Jim McIntyre wrote: > Is there a way of reporting on the number of times a ticket has been reassigned to another analyst or to another RT queue. I am interested in reporting on the tickets that have a high number of reassignments. We use RT 3.8.2. > > Regards > Jim McIntyre > MPC Easy way: Create a custom field and track the count of reassignments with a scrip. Then a simple CF lookup will give you the information. Harder way: Write a program using the API to check the tickets for reassignments. This is slower and more I/O intensive. Maybe someone else will have a better idea. Cheers, Ken From fireskyer at emailn.de Thu Mar 1 09:12:00 2012 From: fireskyer at emailn.de (john s.) Date: Thu, 1 Mar 2012 06:12:00 -0800 (PST) Subject: [rt-users] transaction by misstake shredderd Message-ID: <33421422.post@talk.nabble.com> Rt: 3.8.9 I mad a mistake. My intention was to delete a ticket with ticket number 103. But unfourtunatly i have deleted the transaction number 103. Is it possible to recover the transaction or at least to find out when the transaction was created that i have a chance to guess which attributes the transaction was beloning to. best regards john s. -- View this message in context: http://old.nabble.com/transaction-by-misstake-shredderd-tp33421422p33421422.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ktm at rice.edu Thu Mar 1 09:27:36 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 1 Mar 2012 08:27:36 -0600 Subject: [rt-users] transaction by misstake shredderd In-Reply-To: <33421422.post@talk.nabble.com> References: <33421422.post@talk.nabble.com> Message-ID: <20120301142736.GG14630@aart.rice.edu> On Thu, Mar 01, 2012 at 06:12:00AM -0800, john s. wrote: > > Rt: 3.8.9 > > I mad a mistake. > > My intention was to delete a ticket with ticket number 103. > > But unfourtunatly i have deleted the transaction number 103. > > > Is it possible to recover the transaction or at least to find out when the > transaction was created that i have a chance to guess which attributes the > transaction was beloning to. > > best regards > > john s. Did your shred make a backup? Usually it is called somthing.sql. Then you can re-import it or check it to see what transaction 103 was. Cheers, Ken From arthur_rance at hotmail.com Thu Mar 1 09:46:52 2012 From: arthur_rance at hotmail.com (Arthur Rance) Date: Thu, 1 Mar 2012 15:46:52 +0100 Subject: [rt-users] How to remove a watcher from a ticket ? Message-ID: Hello, How to remove a watcher from a ticket ? From fireskyer at emailn.de Thu Mar 1 09:49:55 2012 From: fireskyer at emailn.de (john s.) Date: Thu, 1 Mar 2012 06:49:55 -0800 (PST) Subject: [rt-users] transaction by misstake shredderd In-Reply-To: <20120301142736.GG14630@aart.rice.edu> References: <33421422.post@talk.nabble.com> <20120301142736.GG14630@aart.rice.edu> Message-ID: <33421714.post@talk.nabble.com> How can find out in the sql file if it's an ticket or an transaction. i think it's this sql file: INSERT INTO `Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`) VALUES('2011-04-07 15:39:46','30',NULL,NULL,'103',NULL,NULL,'8','RT::Ticket',NULL,NULL,NULL,'0','Create'); and if it's the case which content or info does this transaction contains.. my knowledge about databases is very basic best regards john s. -- View this message in context: http://old.nabble.com/transaction-by-misstake-shredderd-tp33421422p33421714.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ktm at rice.edu Thu Mar 1 09:54:57 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 1 Mar 2012 08:54:57 -0600 Subject: [rt-users] transaction by misstake shredderd In-Reply-To: <33421714.post@talk.nabble.com> References: <33421422.post@talk.nabble.com> <20120301142736.GG14630@aart.rice.edu> <33421714.post@talk.nabble.com> Message-ID: <20120301145457.GH14630@aart.rice.edu> On Thu, Mar 01, 2012 at 06:49:55AM -0800, john s. wrote: > > How can find out in the sql file if it's an ticket or an transaction. > > i think it's this sql file: > > INSERT INTO > `Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`) > VALUES('2011-04-07 > 15:39:46','30',NULL,NULL,'103',NULL,NULL,'8','RT::Ticket',NULL,NULL,NULL,'0','Create'); > > > and if it's the case which content or info does this transaction > contains.. my knowledge about databases is very basic > > > best regards > > john s. > That is the file. It is for the Transactions table and the value of the id = 103. You can put the transaction back by running the SQL file from the interpretor. I'm guessing that you are using MySQL (not in ANSI mode) due to the completely non- standard quoting. Someone with more MySQL experience can give you some more assistance. Good luck. Cheers, Ken From trs at bestpractical.com Thu Mar 1 10:16:56 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 01 Mar 2012 10:16:56 -0500 Subject: [rt-users] re configure rt In-Reply-To: <4F4F756C.2010500@netcologne.de> References: <33405103.post@talk.nabble.com> <4F4CED1E.50406@bestpractical.com> <4F4F756C.2010500@netcologne.de> Message-ID: <4F4F92E8.1090902@bestpractical.com> On 03/01/2012 08:11 AM, Christian Loos wrote: > This doesn't work for me. > /opt/rt4/etc/RT_Config.pm shows only this: > > # RT was configured with: > # > # $ ./configure /opt/rt4/share/config.site /opt/rt4/etc/config.site > > > Any Ideas? autoconf --version? From trs at bestpractical.com Thu Mar 1 10:22:58 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 01 Mar 2012 10:22:58 -0500 Subject: [rt-users] re configure rt In-Reply-To: <4F4F756C.2010500@netcologne.de> References: <33405103.post@talk.nabble.com> <4F4CED1E.50406@bestpractical.com> <4F4F756C.2010500@netcologne.de> Message-ID: <4F4F9452.8030103@bestpractical.com> On 03/01/2012 08:11 AM, Christian Loos wrote: > This doesn't work for me. > /opt/rt4/etc/RT_Config.pm shows only this: > > # RT was configured with: > # > # $ ./configure /opt/rt4/share/config.site /opt/rt4/etc/config.site > > > Any Ideas? Also: do those files exist? If so, what are their contents? Someone may have created them or they may be autocreated. It is not something RT tells autoconf to do explicitly. From trs at bestpractical.com Thu Mar 1 10:25:30 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 01 Mar 2012 10:25:30 -0500 Subject: [rt-users] transaction by misstake shredderd In-Reply-To: <33421714.post@talk.nabble.com> References: <33421422.post@talk.nabble.com> <20120301142736.GG14630@aart.rice.edu> <33421714.post@talk.nabble.com> Message-ID: <4F4F94EA.4050200@bestpractical.com> On 03/01/2012 09:49 AM, john s. wrote: > i think it's this sql file: > > INSERT INTO > `Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`) > VALUES('2011-04-07 > 15:39:46','30',NULL,NULL,'103',NULL,NULL,'8','RT::Ticket',NULL,NULL,NULL,'0','Create'); mysql -u USER -p -h HOST rt4 < /path/to/file.sql From trs at bestpractical.com Thu Mar 1 10:25:49 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 01 Mar 2012 10:25:49 -0500 Subject: [rt-users] How to remove a watcher from a ticket ? In-Reply-To: References: Message-ID: <4F4F94FD.9040407@bestpractical.com> On 03/01/2012 09:46 AM, Arthur Rance wrote: > How to remove a watcher from a ticket ? The People page for the ticket. From fireskyer at emailn.de Thu Mar 1 10:28:24 2012 From: fireskyer at emailn.de (john s.) Date: Thu, 1 Mar 2012 07:28:24 -0800 (PST) Subject: [rt-users] transaction by misstake shredderd In-Reply-To: <20120301145457.GH14630@aart.rice.edu> References: <33421422.post@talk.nabble.com> <20120301142736.GG14630@aart.rice.edu> <33421714.post@talk.nabble.com> <20120301145457.GH14630@aart.rice.edu> Message-ID: <33421919.post@talk.nabble.com> @ktm Thanks Now i have imported the sql file into the database... so now i would like to know what the transaction 103 is .... so how i can search for it ... best regards john s. -- View this message in context: http://old.nabble.com/transaction-by-misstake-shredderd-tp33421422p33421919.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ktm at rice.edu Thu Mar 1 11:12:09 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 1 Mar 2012 10:12:09 -0600 Subject: [rt-users] transaction by misstake shredderd In-Reply-To: <33421919.post@talk.nabble.com> References: <33421422.post@talk.nabble.com> <20120301142736.GG14630@aart.rice.edu> <33421714.post@talk.nabble.com> <20120301145457.GH14630@aart.rice.edu> <33421919.post@talk.nabble.com> Message-ID: <20120301161209.GI14630@aart.rice.edu> On Thu, Mar 01, 2012 at 07:28:24AM -0800, john s. wrote: > > > @ktm > > Thanks > > Now i have imported the sql file into the database... so now i would like > to know what the transaction 103 is .... so how i can search for it ... > > > best regards > > john s. >From the previous SQL file: `Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`) VALUES('2011-04-07 15:39:46','30',NULL,NULL,'103',NULL,NULL,'8','RT::Ticket',NULL,NULL,NULL,'0','Create'); It is a Create transaction, by the user with the id = 30. You can check who that is in the Configuration->Users screen. The id is at the far left of the screen. Cheers, Ken From cloos at netcologne.de Thu Mar 1 11:45:27 2012 From: cloos at netcologne.de (Christian Loos) Date: Thu, 01 Mar 2012 17:45:27 +0100 Subject: [rt-users] re configure rt In-Reply-To: <4F4F9452.8030103@bestpractical.com> References: <33405103.post@talk.nabble.com> <4F4CED1E.50406@bestpractical.com> <4F4F756C.2010500@netcologne.de> <4F4F9452.8030103@bestpractical.com> Message-ID: <4F4FA7A7.5060001@netcologne.de> autoconf --version autoconf (GNU Autoconf) 2.61 The config.site files doesn't exist. -Chris Am 01.03.2012 16:22, schrieb Thomas Sibley: > On 03/01/2012 08:11 AM, Christian Loos wrote: >> This doesn't work for me. >> /opt/rt4/etc/RT_Config.pm shows only this: >> >> # RT was configured with: >> # >> # $ ./configure /opt/rt4/share/config.site /opt/rt4/etc/config.site >> >> >> Any Ideas? > > Also: do those files exist? If so, what are their contents? Someone > may have created them or they may be autocreated. It is not something > RT tells autoconf to do explicitly. > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston March 5& 6, 2012 > From trs at bestpractical.com Thu Mar 1 11:57:54 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 01 Mar 2012 11:57:54 -0500 Subject: [rt-users] re configure rt In-Reply-To: <4F4FA7A7.5060001@netcologne.de> References: <33405103.post@talk.nabble.com> <4F4CED1E.50406@bestpractical.com> <4F4F756C.2010500@netcologne.de> <4F4F9452.8030103@bestpractical.com> <4F4FA7A7.5060001@netcologne.de> Message-ID: <4F4FAA92.5090300@bestpractical.com> On 03/01/2012 11:45 AM, Christian Loos wrote: > autoconf --version > autoconf (GNU Autoconf) 2.61 For the record, I have: autoconf (GNU Autoconf) 2.68 I can't reproduce the problem with autoconf 2.59 (and 2.61 isn't easily available on my distro). > The config.site files doesn't exist. Beats me then. My basic understanding is config.site files are a way to keep your defaults around for certain projects. I don't know more than that, and I try to limit my knowledge of autoconf black magic to as little as possible. ;) From JHZhang at mdanderson.org Thu Mar 1 14:44:23 2012 From: JHZhang at mdanderson.org (Zhang,Jun) Date: Thu, 1 Mar 2012 13:44:23 -0600 Subject: [rt-users] AD user logged in, but no ticket is seen Message-ID: <5685E4FBA752A441B1975A77A77CD6483C317CA041@DCPWVMBXC1VS2.mdanderson.edu> Ldap user authentication seems to work using RT-Authen-ExternalAuth. An AD user can login and create tickets in a queue, but next time the same user logged in he sees no open/closed tickets. Only root user can see all the tickets. Cannot add user rights to the AD user. Once I put the AD user name in the field and check a box, it will say "Invalid username". I've created a group as root within RT gui, assigned all possible rights for it, and added the AD user as a member. Still, this user doesn't see any ticket. This is the first time I compiled RT 4.0.4 on a RHEL 6.1. Following is the RT_SiteConfig.pm file I'm using. Set( $DatabaseUser, 'rt_user' ); Set( $CorrespondAddress, 'x2 at mdanderson.org' ); Set( $rtname, 'xrt.mdanderson.edu' ); Set( $DatabaseRequireSSL, '' ); Set( $WebPort, '80' ); Set( $Organization, 'mdanderson.edu' ); Set( $DatabaseType, 'mysql' ); Set( $DatabasePort, '' ); Set( $DatabasePassword, 'password' ); Set( $DatabaseAdmin, 'root' ); Set( $SendmailPath, '/usr/sbin/sendmail' ); Set( $WebDomain, 'xrt.mdanderson.edu' ); Set( $DatabaseAdminPassword, '' ); Set( $CommentAddress, 'x at mdanderson.org' ); Set( $DatabaseHost, 'localhost' ); Set( $DatabaseName, 'rt4' ); Set( $OwnerEmail, 'x2 at mdanderson.org' ); Set( @Plugins, qw(RT::Authen::ExternalAuth) ); Set($ExternalAuthPriority, [ 'My_MySQL', 'My_LDAP' ] ); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { 'My_MySQL' => { 'type' => 'db', 'server' => 'dqsrt.mdanderson.edu', 'database' => 'rt4', 'table' => 'Users', 'user' => 'rt_user', 'pass' => 'password', 'port' => '3306', 'dbi_driver' => 'mysql', 'u_field' => 'Name', 'p_field' => 'Password', 'p_enc_pkg' => 'Crypt::MySQL', 'p_enc_sub' => 'password', 'd_field' => 'disabled', 'd_values' => ['0'], 'attr_map' => { 'Name' => 'Name', } }, 'My_LDAP' => { 'type' => 'ldap', 'server' => 'dcpwpdc1.mdanderson.edu', 'user' => 's_dqs_svn', 'pass' => 'Juoo9k88', 'base' => 'ou=people,dc=mdanderson,dc=edu', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'attr_map' => { 'Name' => 'samaccountname', 'EmailAddress' => 'mail', 'Organization' => 'physicaldeliveryofficename', 'RealName' => 'gecos', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'gecos', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' } } } ); 1; -------------- next part -------------- An HTML attachment was scrubbed... URL: From kirby at umbc.edu Thu Mar 1 16:20:11 2012 From: kirby at umbc.edu (Joe Kirby) Date: Thu, 1 Mar 2012 16:20:11 -0500 Subject: [rt-users] Attachment Management within a ticket Message-ID: Is there a way via RT to actually remove an attachment? 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 kirby at umbc.edu Thu Mar 1 16:42:57 2012 From: kirby at umbc.edu (Joe Kirby) Date: Thu, 1 Mar 2012 16:42:57 -0500 Subject: [rt-users] Subject in Template options Message-ID: <3BFA47E5-60BB-4EF8-BA78-8BD2949D36EB@umbc.edu> UMBC has a need to have the subject of an email option only the ticket id and subject of the ticket. The Subject: seems to be required for templates to work and that seems to always place Ticket id & Queue name and our group does not want to see the queue Is this is possible? 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 kenn.crocker at gmail.com Thu Mar 1 19:22:32 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Thu, 1 Mar 2012 16:22:32 -0800 Subject: [rt-users] Subject in Template options In-Reply-To: <3BFA47E5-60BB-4EF8-BA78-8BD2949D36EB@umbc.edu> References: <3BFA47E5-60BB-4EF8-BA78-8BD2949D36EB@umbc.edu> Message-ID: Joe, I could be reading your question wrong (I do that sometimes), but it sounds like you want to have the option of different data in the subject line for templates. Typically, a template is selected for a specific scrip. I haven't done this, but Kevin or Rsuslan or Thomas could tell you if you could create a user-defined action code to select a different template based on some type of ticket information/CF available at transaction time. If not, you could write different scrips that use the different templates individually based on that same ticket/CF info. That's all I've got to offer on that subject. Kenn On Thu, Mar 1, 2012 at 1:42 PM, Joe Kirby wrote: > UMBC has a need to have the subject of an email option only the ticket id > and subject of the ticket. > > The Subject: seems to be required for templates to work and that seems to > always place Ticket id & Queue name and our group does not want to see the > queue > > Is this is possible? > > 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 > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston ? March 5 & 6, 2012 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jhd at unt.edu Thu Mar 1 19:44:27 2012 From: jhd at unt.edu (Jonathon Doran) Date: Thu, 01 Mar 2012 18:44:27 -0600 Subject: [rt-users] RT4 make initialize-database fails Message-ID: <20120301184427.x6k8b9um0w00k8oc-wbaqbena@webmail.spamcop.net> Sorry if this is a duplicate, but I noticed that I sent this message from a different email account, so I assume it was hung up in moderation if not disposed of entirely. I installed RT3 last week, and was having some problems getting it to work. I then saw that RT4 was released (Earlier I used the package for FC16), so I downloaded that (4.0.5) and built it. This is also running on FC16. All packages are up to date, including CPAN stuff. I do OK until I get to the step where we create a new database. I deleted the rt3 database and ran "make initialize-database". This starts out good, but then runs into a problem as shown below: I've searched on Google and the mailing list archives, but see no mention of such a beast. The rest of the install seems fine, as I was able to run it against the RT3 database (I did save a copy). Well OK until I went to access queues, then httpd goes nuts. I'm chocking that up to an incompatibility in the database, I'm sure the schema changed. So it seems really important that I have a pristine RT4 database, yet the script is dying. Below is output with no RT databases existing. Does anyone have any recommendations? ---------------------- Working with: Type: mysql Host: localhost Name: rt4 User: rt_user DBA: root Now creating a mysql database rt4 for RT. Done. Now populating database schema. Done. Now inserting database ACLs. Granting access to rt_user@'localhost' on rt4. Done. Now inserting RT core system objects. [Fri Mar 2 00:22:14 2012] [warning]: DBD::mysql::st execute failed: Unknown column 'DelegatedFrom' in 'where clause' at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm line 587. (/usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm:587) [Fri Mar 2 00:22:14 2012] [warning]: RT::Handle=HASH(0x354e8f8) couldn't execute the query 'SELECT * FROM ACL WHERE PrincipalType = ? AND PrincipalId = ? AND DelegatedFrom = ? AND RightName = ? AND DelegatedBy = ? AND ObjectType = ? AND ObjectId = ?' at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm line 600 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x354e8f8)', 'SELECT * FROM ACL WHERE PrincipalType = ? AND PrincipalId = ...', 'Group', 7, 0, 'OwnTicket', 0, 'RT::System', 1, ...) called at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Record.pm line 1206 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::ACE=HASH(0x3688320)', 'SELECT * FROM ACL WHERE PrincipalType = ? AND PrincipalId = ...', 'Group', 7, 0, 'OwnTicket', 0, 'RT::System', 1, ...) called at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Record.pm line 1125 DBIx::SearchBuilder::Record::LoadByCols('RT::ACE=HASH(0x3688320)', 'PrincipalType', 'Group', 'DelegatedFrom', 0, 'PrincipalId', 7, 'DelegatedBy', 0, ...) called at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::ACE=HASH(0x3688320)', 'PrincipalId', 7, 'PrincipalType', 'Group', 'RightName', 'OwnTicket', 'ObjectType', 'RT::System', ...) called at /home/jon/dist/rt-4.0.5/sbin/../lib/RT/Record.pm line 375 RT::Record::LoadByCols('RT::ACE=HASH(0x3688320)', 'PrincipalId', 7, 'PrincipalType', 'Group', 'RightName', 'OwnTicket', 'ObjectType', 'RT::System', ...) called at /usr/share/perl5/vendor_perl/RT/ACE_Overlay.pm line 287 RT::ACE::Create('RT::ACE=HASH(0x3688320)', 'RightName', 'OwnTicket', 'Object', 'RT::System=HASH(0x3688dd0)', 'PrincipalType', 'User', 'PrincipalId', 6, ...) called at /usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 168 RT::Principal::GrantRight('RT::Principal=HASH(0x36afa58)', 'Right', 'OwnTicket', 'Object', 'RT::System=HASH(0x3688dd0)') called at /home/jon/dist/rt-4.0.5/sbin/../lib/RT/Handle.pm line 704 RT::Handle::InsertInitialData('RT::Handle=HASH(0x354e8f8)') called at sbin/rt-setup-database line 262 main::action_coredata('prompt-for-dba-password', 1, 'action', 'init', 'dba', 'root') called at sbin/rt-setup-database line 198 (/usr/share/perl5/Carp.pm:65) [Fri Mar 2 00:22:14 2012] [warning]: DBD::mysql::st execute failed: Unknown column 'DelegatedFrom' in 'field list' at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm line 587. (/usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm:587) [Fri Mar 2 00:22:14 2012] [warning]: RT::Handle=HASH(0x354e8f8) couldn't execute the query 'INSERT INTO ACL (PrincipalId, DelegatedFrom, RightName, Creator, ObjectId, LastUpdatedBy, PrincipalType, Created, DelegatedBy, LastUpdated, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm line 600 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x354e8f8)', 'INSERT INTO ACL (PrincipalId, DelegatedFrom, RightName, Creat...', 7, 0, 'OwnTicket', 1, 1, 1, 'Group', ...) called at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm line 350 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x354e8f8)', 'ACL', 'PrincipalId', 7, 'DelegatedFrom', 0, 'RightName', 'OwnTicket', 'Creator', ...) called at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle/mysql.pm line 36 DBIx::SearchBuilder::Handle::mysql::Insert('RT::Handle=HASH(0x354e8f8)', 'ACL', 'PrincipalId', 7, 'DelegatedFrom', 0, 'RightName', 'OwnTicket', 'Creator', ...) called at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x3688320)', 'DelegatedFrom', 0, 'PrincipalId', 7, 'Creator', 1, 'RightName', 'OwnTicket', ...) called at /home/jon/dist/rt-4.0.5/sbin/../lib/RT/Record.pm line 316 RT::Record::Create('RT::ACE=HASH(0x3688320)', 'PrincipalId', 7, 'PrincipalType', 'Group', 'RightName', 'OwnTicket', 'ObjectType', 'RT::System', ...) called at /usr/share/perl5/vendor_perl/RT/ACE_Overlay.pm line 298 RT::ACE::Create('RT::ACE=HASH(0x3688320)', 'RightName', 'OwnTicket', 'Object', 'RT::System=HASH(0x3688dd0)', 'PrincipalType', 'User', 'PrincipalId', 6, ...) called at /usr/share/perl5/vendor_perl/RT/Principal_Overlay.pm line 168 RT::Principal::GrantRight('RT::Principal=HASH(0x36afa58)', 'Right', 'OwnTicket', 'Object', 'RT::System=HASH(0x3688dd0)') called at /home/jon/dist/rt-4.0.5/sbin/../lib/RT/Handle.pm line 704 RT::Handle::InsertInitialData('RT::Handle=HASH(0x354e8f8)') called at sbin/rt-setup-database line 262 main::action_coredata('prompt-for-dba-password', 1, 'action', 'init', 'dba', 'root') called at sbin/rt-setup-database line 198 (/usr/share/perl5/Carp.pm:65) Couldn't finish 'coredata' step. ERROR: System error. Right not granted. make: *** [initialize-database] Error 255 From Thomas.Lau at principleone.com Thu Mar 1 22:06:03 2012 From: Thomas.Lau at principleone.com (Thomas Lau) Date: Fri, 2 Mar 2012 11:06:03 +0800 Subject: [rt-users] chart and number out of sync Message-ID: Dear All, we are suffering some strange issue where the chart and number is out of sync, anyone have idea why? [cid:image001.png at 01CCF864.75619810] Thomas Lau Technology Analyst Principle One Limited 27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong T +852 3555 2217 F +852 3555 2222 M +852 9880 1217 Hong Kong . Singapore . Tokyo -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 19043 bytes Desc: image001.png URL: From gerard at eve-team.com Fri Mar 2 06:02:43 2012 From: gerard at eve-team.com (Gerard FENELON) Date: Fri, 02 Mar 2012 12:02:43 +0100 Subject: [rt-users] chart and number out of sync In-Reply-To: References: Message-ID: <4F50A8D3.2060000@eve-team.com> Hi Thomas I don't have a clue about your problem, but I am pretty sure that the first question will be : which version of RT are you using ? Gerard On 2012-03-02 04:06, Thomas Lau wrote: > > Dear All, we are suffering some strange issue where the chart and > number is out of sync, anyone have idea why? > > Thomas Lau > Technology Analyst > PrincipleOneLimited > 27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong > T +852 3555 2217 F +852 3555 2222 M +852 9880 1217 > > Hong Kong . Singapore . Tokyo > -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/png Size: 19043 bytes Desc: not available URL: From Thomas.Lau at principleone.com Fri Mar 2 06:04:10 2012 From: Thomas.Lau at principleone.com (Thomas Lau) Date: Fri, 2 Mar 2012 19:04:10 +0800 Subject: [rt-users] chart and number out of sync In-Reply-To: <4F50A8D3.2060000@eve-team.com> References: <4F50A8D3.2060000@eve-team.com> Message-ID: RT 4.0.2 Thomas Lau Technology Analyst Principle One Limited 27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong T +852 3555 2217 F +852 3555 2222 M +852 9880 1217 Hong Kong . Singapore . Tokyo From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gerard FENELON Sent: Friday, March 02, 2012 7:03 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] chart and number out of sync Hi Thomas I don't have a clue about your problem, but I am pretty sure that the first question will be : which version of RT are you using ? Gerard On 2012-03-02 04:06, Thomas Lau wrote: Dear All, we are suffering some strange issue where the chart and number is out of sync, anyone have idea why? [cid:image001.png at 01CCF8A7.3FD62F10] Thomas Lau Technology Analyst Principle One Limited 27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong T +852 3555 2217 F +852 3555 2222 M +852 9880 1217 Hong Kong . Singapore . Tokyo -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 19043 bytes Desc: image001.png URL: From kirby at umbc.edu Fri Mar 2 06:39:43 2012 From: kirby at umbc.edu (Joe Kirby) Date: Fri, 2 Mar 2012 06:39:43 -0500 Subject: [rt-users] Subject in Template options In-Reply-To: References: Message-ID: <1C518C6F-0716-4FA7-B3D0-937FF12959C1@umbc.edu> Thanks Kenn I use the templates for several things and my guess is that the term Subject: located in the Content part of the setup for Template is like a Reserved Word and must be present for an email to work We use Gmail at UMBC and the threading option is driving some folks nuts because the subject of the email is always the queue name + ticket id then what I really want I realize this is an off the wall item but the gmail threads do weird things with this. I turned mine off but many seem to like them Thanks again for all your support in these matters 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 On Mar 1, 2012, at 10:16 PM, rt-users-request at lists.bestpractical.com wrote: > Re: [rt-users] Subject in Template options -------------- next part -------------- An HTML attachment was scrubbed... URL: From drey111 at gmail.com Fri Mar 2 07:50:27 2012 From: drey111 at gmail.com (Joe Harris) Date: Fri, 2 Mar 2012 07:50:27 -0500 Subject: [rt-users] Upgrade question Message-ID: We have 2 rt systems currently (4.0.4 and 3.8.8). A few months ago I upgraded to 4.0.4 from 3.8.7 and with the information here and tutorials I found it was a very smooth transition. I now want to upgrade the other system and have a couple of questions. We are a virtual shop so I am wondering if I simply clone our 4.0.4 system, change the name, IP, postfix mail settings and aliases, dump and load the database (to a new name) and upgrade the db to 4.0.4 will it work? Or do I need to recompile/reconfigure the software and change --with-db-database=newdbname? If I need to reconfigure, is there a simple way of doing that without having to go through the entire installation? Thanks in advance! Joe Sent from my mobile device. From paul.renney at logica.com Fri Mar 2 08:54:08 2012 From: paul.renney at logica.com (Renney, Paul) Date: Fri, 2 Mar 2012 13:54:08 +0000 Subject: [rt-users] Custom database query from within RT Message-ID: <75B96AD150AB22458B839B06503D354C011FD5@SE-EX023.groupinfra.com> Hello, On the create ticket form I need to act upon a change to a drop down menu for a custom field (for this example 'Customer'), look up this value in a database table for a resulting default priority, and change the value in the priority drop down. Ordinarily this wouldn't be hard in a basic HTML form, creating a db connection manually, but I can't find where to start doing this within RT. I'm not sure where I should be putting my db query code. Does RT allow me to put in a custom query somewhere and handle the db connection? Would a scrip be suitable to do what I need? I've searched the mailing list and tutorials but can't find a similar problem. Specific files to change and alternative ideas on how do this would be appreciated as I am new to RT. Regards, Paul R 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 senior.unix at gmail.com Fri Mar 2 09:14:24 2012 From: senior.unix at gmail.com (UnixMan) Date: Fri, 2 Mar 2012 06:14:24 -0800 (PST) Subject: [rt-users] AT 2.0 on RT 4.0.5 - Doesn't work In-Reply-To: <33379143.post@talk.nabble.com> References: <33377844.post@talk.nabble.com> <20120223161803.GY96259@jibsheet.com> <33379143.post@talk.nabble.com> Message-ID: <33428676.post@talk.nabble.com> I contacted the authors but they don't have the time to look into it. Looks like it is dead in the water UnixMan wrote: > > Thanks Kevin, I haven't contacted the authors - thanks for the heads up. > I'll contact them asap and then post what I find in case anyone else might > have the same problem. > > > > Kevin Falcone-2 wrote: >> >> On Thu, Feb 23, 2012 at 05:41:57AM -0800, UnixMan wrote: >>> >>> I saved a search using "Importable spreadsheet" made a change and >>> uploaded >>> the same file through "Asset Import" and it said : >>> >>> * Asset import errors. No changes were made. >>> * Asset #1 not updated: >>> * Asset #2 not updated: >>> * Asset #4 not updated: >>> >>> I've been searching all in vain for an answer but have not found >>> anything >>> relevant. >> >> Have you contacted the Asset Tracker authors? Best Practical doesn't >> maintain Asset Tracker and the AT authors don't always monitor our >> mailing list. You may need to reach out to them directly. >> >> -kevin >> >> >> -------- >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * Boston ? March 5 & 6, 2012 >> > > -- View this message in context: http://old.nabble.com/AT-2.0-on-RT-4.0.5---Doesn%27t-work-tp33377844p33428676.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From aaron.techgeeks at gmail.com Fri Mar 2 09:27:55 2012 From: aaron.techgeeks at gmail.com (Aaron Zuercher) Date: Fri, 2 Mar 2012 08:27:55 -0600 Subject: [rt-users] AT 2.0 on RT 4.0.5 - Doesn't work In-Reply-To: <33428676.post@talk.nabble.com> References: <33377844.post@talk.nabble.com> <20120223161803.GY96259@jibsheet.com> <33379143.post@talk.nabble.com> <33428676.post@talk.nabble.com> Message-ID: Thats unfortunate but I understand people have lives to live and other priorities. I do have a question: is there a certain version of AT + RT that does work completely? I'm running 3.8.11 and AT 2.0b2 and import/export is broken (i found a long bug report in github about it). And this thread is for AT 4.0.5 which is broken as well. So is there a version in the middle that actually works? Aaron On Fri, Mar 2, 2012 at 8:14 AM, UnixMan wrote: > > I contacted the authors but they don't have the time to look into it. Looks > like it is dead in the water > > > > UnixMan wrote: > > > > Thanks Kevin, I haven't contacted the authors - thanks for the heads up. > > I'll contact them asap and then post what I find in case anyone else > might > > have the same problem. > > > > > > > > Kevin Falcone-2 wrote: > >> > >> On Thu, Feb 23, 2012 at 05:41:57AM -0800, UnixMan wrote: > >>> > >>> I saved a search using "Importable spreadsheet" made a change and > >>> uploaded > >>> the same file through "Asset Import" and it said : > >>> > >>> * Asset import errors. No changes were made. > >>> * Asset #1 not updated: > >>> * Asset #2 not updated: > >>> * Asset #4 not updated: > >>> > >>> I've been searching all in vain for an answer but have not found > >>> anything > >>> relevant. > >> > >> Have you contacted the Asset Tracker authors? Best Practical doesn't > >> maintain Asset Tracker and the AT authors don't always monitor our > >> mailing list. You may need to reach out to them directly. > >> > >> -kevin > >> > >> > >> -------- > >> RT Training Sessions (http://bestpractical.com/services/training.html) > >> * Boston ? March 5 & 6, 2012 > >> > > > > > > -- > View this message in context: > http://old.nabble.com/AT-2.0-on-RT-4.0.5---Doesn%27t-work-tp33377844p33428676.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston March 5 & 6, 2012 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Fri Mar 2 09:35:52 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Fri, 2 Mar 2012 08:35:52 -0600 Subject: [rt-users] RT 3.8.11 with nginx+SSL Message-ID: <20120302143552.GK14630@aart.rice.edu> Hi RT Community, I am trying to setup RT 3.8.11 to use nginx and FastCGI and an encrypted HTTPS connection instead of the unencrypted HTTP connection. I took a look at the RT-Extension-Nginx-0.02 module but it only works with RT4, so I used it as a template and manually generated the following configuration files: fastcgi.include.conf: ---- fastcgi_pass unix:/etc/nginx/fcgi.sock; fastcgi_param SCRIPT_NAME ""; fastcgi_param PATH_INFO $fastcgi_script_name; fastcgi_param QUERY_STRING $query_string; fastcgi_param REQUEST_METHOD $request_method; fastcgi_param CONTENT_TYPE $content_type; fastcgi_param CONTENT_LENGTH $content_length; fastcgi_param REQUEST_URI $request_uri; fastcgi_param SERVER_PROTOCOL $server_protocol; fastcgi_param REMOTE_ADDR $remote_addr; fastcgi_param REMOTE_PORT $remote_port; fastcgi_param SERVER_ADDR $server_addr; fastcgi_param SERVER_PORT $server_port; fastcgi_param SERVER_NAME $server_name; ---- rt.server.conf ---- server { server_name rt2.rice.edu; listen 8443; ssl on; ssl_certificate /etc/pki/tls/certs/help_rice_edu_all.cer; ssl_certificate_key /etc/pki/tls/private/help_rice_edu.key; root /usr/site/rt/var/mason_data; access_log /var/log/nginx/nginx.access.log; gzip on; gzip_min_length 500; gzip_proxied any; gzip_types text/plain text/css application/x-javascript application/javascript ; gzip_disable "MSIE [1-6]\."; location /NoAuth/images/ { root /usr/site/rt; try_files local/html$uri #<% join ' ', map "$_\$uri", map File::Spec->abs2rel($_, $RT::BasePath), RT->PluginDirs('html') %> local/plugins/RT-Extension-CloneTicket-WithData/html$uri local/plugins/RT-IR/html$uri local/plugins/RT-Authen-ExternalAuth/html$uri local/plugins/RT-Extension-MobileUI/html$uri local/plugins/RTx-Calendar/html$uri local/plugins/RTx-EmailCompletion/html$uri local/plugins/RT-FM/html$uri local/plugins/RT-Extension-ToggleSuperUser/html$uri local/plugins/RT-Extension-SpawnLinkedTicketInQueue/html$uri local/plugins/RT-Extension-SearchResults-XLS/html$uri local/plugins/RTx-AssetTracker/html$uri local/plugins/RT-Extension-SummaryByUser/html$uri local/plugins/RT-Extension-MandatorySubject/html$uri #<% join ' ', map "$_\$uri", map File::Spec->abs2rel($_, $RT::BasePath), RT->PluginDirs('html') %> share/html$uri @main ; expires 1M; } location /NoAuth/css/ { root /var/opt/fcgi_storage; gzip_comp_level 9; expires 1M; location ~ squished { expires max; } error_page 404 = @fetch_and_store; } location /NoAuth/js/ { root /var/opt/fcgi_storage; gzip_comp_level 9; expires 1M; location ~ squished { expires max; } error_page 404 = @fetch_and_store; } location /NoAuth/RichText/ { root /var/opt/fcgi_storage; gzip_comp_level 9; error_page 404 = @fetch_and_store; expires 1M; } location / { include /etc/nginx/fcgi.include.conf; } location @main { include /etc/nginx/fcgi.include.conf; } location @fetch_and_store { include /etc/nginx/fcgi.include.conf; root /var/opt/fcgi_storage; fastcgi_store on; fastcgi_store_access user:rw group:rw all:r; fastcgi_temp_path /var/opt/fcgi_temp; } } ---- nginx.conf: ---- user rt rt; pid /var/run/nginx.pid; error_log /var/log/nginx/nginx.error.log debug; worker_processes 1; events { worker_connections 128; } http { include /etc/nginx/mime.types; include /etc/nginx/rt.server.conf; } ---- It all works using normal HTTP on port 8080 without the ssl* options. When I add the ssl* options, the login screen comes up correctly, but after I login I get the following error: 400 Bad Request The plain HTTP request was sent to HTTPS port and the URL is http://rt2.rice.edu:8443 and not the https version. If I change the URL manually from http to https I have logged in. If I try to reply to a ticket, after I click update, it again goes to the http version of the URL and not the https version. Does anyone have any idea about what I am missing? Regards, Ken From trs at bestpractical.com Fri Mar 2 09:40:05 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 02 Mar 2012 09:40:05 -0500 Subject: [rt-users] Upgrade question In-Reply-To: References: Message-ID: <4F50DBC5.3090006@bestpractical.com> On 03/02/2012 07:50 AM, Joe Harris wrote: > We are a virtual shop so I am wondering if I simply clone our 4.0.4 > system, change the name, IP, postfix mail settings and aliases, dump > and load the database (to a new name) and upgrade the db to 4.0.4 > will it work? Or do I need to recompile/reconfigure the software and > change --with-db-database=newdbname? > > If I need to reconfigure, is there a simple way of doing that without > having to go through the entire installation? You can clone the VM your RT 4.0.4 is running in, but you should also reconfigure RT and run `make upgrade` again to install any changed files (before `make upgrade-database`). When RT installs, it writes into files a few things grabbed from your ./configure line. To reconfigure (without having to reinstall all the deps) and make sure you don't miss any changes, you'll want to re-run ./configure on the cloned VM with your tweaked options (--with-db-database for starters). You can find the previously used ./configure incant at the top of /opt/rt4/etc/RT_Config.pm. You might also take the opportunity to upgrade to RT 4.0.5 at the same time. :) From gerard at eve-team.com Fri Mar 2 09:43:45 2012 From: gerard at eve-team.com (Gerard FENELON) Date: Fri, 02 Mar 2012 15:43:45 +0100 Subject: [rt-users] RT 3.8.11 with nginx+SSL In-Reply-To: <20120302143552.GK14630@aart.rice.edu> References: <20120302143552.GK14630@aart.rice.edu> Message-ID: <4F50DCA1.5050109@eve-team.com> Stab in the dark: have you changed $WebBaseURL ? Gerard On 2012-03-02 15:35, ktm at rice.edu wrote: > Hi RT Community, > > I am trying to setup RT 3.8.11 to use nginx and FastCGI and > an encrypted HTTPS connection instead of the unencrypted HTTP > connection. I took a look at the RT-Extension-Nginx-0.02 > module but it only works with RT4, so I used it as a template > and manually generated the following configuration files: > > fastcgi.include.conf: > ---- > fastcgi_pass unix:/etc/nginx/fcgi.sock; > fastcgi_param SCRIPT_NAME ""; > fastcgi_param PATH_INFO $fastcgi_script_name; > fastcgi_param QUERY_STRING $query_string; > fastcgi_param REQUEST_METHOD $request_method; > fastcgi_param CONTENT_TYPE $content_type; > fastcgi_param CONTENT_LENGTH $content_length; > fastcgi_param REQUEST_URI $request_uri; > fastcgi_param SERVER_PROTOCOL $server_protocol; > fastcgi_param REMOTE_ADDR $remote_addr; > fastcgi_param REMOTE_PORT $remote_port; > fastcgi_param SERVER_ADDR $server_addr; > fastcgi_param SERVER_PORT $server_port; > fastcgi_param SERVER_NAME $server_name; > ---- > > rt.server.conf > ---- > server { > server_name rt2.rice.edu; > listen 8443; > ssl on; > ssl_certificate /etc/pki/tls/certs/help_rice_edu_all.cer; > ssl_certificate_key /etc/pki/tls/private/help_rice_edu.key; > > root /usr/site/rt/var/mason_data; > > access_log /var/log/nginx/nginx.access.log; > > gzip on; > gzip_min_length 500; > gzip_proxied any; > gzip_types > text/plain text/css > application/x-javascript application/javascript > ; > gzip_disable "MSIE [1-6]\."; > > location /NoAuth/images/ { > root /usr/site/rt; > try_files > local/html$uri > #<% join ' ', map "$_\$uri", map File::Spec->abs2rel($_, $RT::BasePath), RT->PluginDirs('html') %> > local/plugins/RT-Extension-CloneTicket-WithData/html$uri > local/plugins/RT-IR/html$uri > local/plugins/RT-Authen-ExternalAuth/html$uri > local/plugins/RT-Extension-MobileUI/html$uri > local/plugins/RTx-Calendar/html$uri > local/plugins/RTx-EmailCompletion/html$uri > local/plugins/RT-FM/html$uri > local/plugins/RT-Extension-ToggleSuperUser/html$uri > local/plugins/RT-Extension-SpawnLinkedTicketInQueue/html$uri > local/plugins/RT-Extension-SearchResults-XLS/html$uri > local/plugins/RTx-AssetTracker/html$uri > local/plugins/RT-Extension-SummaryByUser/html$uri > local/plugins/RT-Extension-MandatorySubject/html$uri > #<% join ' ', map "$_\$uri", map File::Spec->abs2rel($_, $RT::BasePath), RT->PluginDirs('html') %> > share/html$uri > @main > ; > expires 1M; > } > location /NoAuth/css/ { > root /var/opt/fcgi_storage; > gzip_comp_level 9; > expires 1M; > location ~ squished { > expires max; > } > error_page 404 = @fetch_and_store; > } > location /NoAuth/js/ { > root /var/opt/fcgi_storage; > gzip_comp_level 9; > expires 1M; > location ~ squished { > expires max; > } > error_page 404 = @fetch_and_store; > } > location /NoAuth/RichText/ { > root /var/opt/fcgi_storage; > gzip_comp_level 9; > error_page 404 = @fetch_and_store; > expires 1M; > } > location / { > include /etc/nginx/fcgi.include.conf; > } > > location @main { > include /etc/nginx/fcgi.include.conf; > } > location @fetch_and_store { > include /etc/nginx/fcgi.include.conf; > > root /var/opt/fcgi_storage; > fastcgi_store on; > fastcgi_store_access user:rw group:rw all:r; > fastcgi_temp_path /var/opt/fcgi_temp; > } > } > ---- > > nginx.conf: > ---- > user rt rt; > > pid /var/run/nginx.pid; > error_log /var/log/nginx/nginx.error.log debug; > > worker_processes 1; > events { > worker_connections 128; > } > > http { > include /etc/nginx/mime.types; > include /etc/nginx/rt.server.conf; > } > ---- > > It all works using normal HTTP on port 8080 without the ssl* > options. When I add the ssl* options, the login screen comes > up correctly, but after I login I get the following error: > > 400 Bad Request > The plain HTTP request was sent to HTTPS port > > and the URL is http://rt2.rice.edu:8443 and not the https > version. If I change the URL manually from http to https > I have logged in. If I try to reply to a ticket, after I click > update, it again goes to the http version of the URL and not > the https version. > > Does anyone have any idea about what I am missing? > > Regards, > Ken From trs at bestpractical.com Fri Mar 2 09:44:32 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 02 Mar 2012 09:44:32 -0500 Subject: [rt-users] Subject in Template options In-Reply-To: <1C518C6F-0716-4FA7-B3D0-937FF12959C1@umbc.edu> References: <1C518C6F-0716-4FA7-B3D0-937FF12959C1@umbc.edu> Message-ID: <4F50DCD0.8000203@bestpractical.com> On 03/02/2012 06:39 AM, Joe Kirby wrote: > I use the templates for several things and my guess is that the term > Subject: located in the Content part of the setup for Template is like a > Reserved Word and must be present for an email to work > > We use Gmail at UMBC and the threading option is driving some folks nuts > because the subject of the email is always the queue name + ticket id > then what I really want If I understand you correctly, that behaviour doesn't sound like a stock RT setup. Can you show us the contents of your global Correspondence template and any queue-level Correspondence templates? The default subject lines of outgoing mail from RT are like this: [rtname #id] Ticket subject is here The queue name isn't mentioned. From trs at bestpractical.com Fri Mar 2 09:46:35 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 02 Mar 2012 09:46:35 -0500 Subject: [rt-users] chart and number out of sync In-Reply-To: References: Message-ID: <4F50DD4B.4060503@bestpractical.com> On 03/01/2012 10:06 PM, Thomas Lau wrote: > Dear All, we are suffering some strange issue where the chart and number > is out of sync, anyone have idea why? What's the query you're running when grouping by Owner Name in that chart? Do you have $UseSQLForACLChecks turned on in your /opt/rt4/etc/RT_SiteConfig.pm? From trs at bestpractical.com Fri Mar 2 10:00:50 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 02 Mar 2012 10:00:50 -0500 Subject: [rt-users] RT 3.8.11 with nginx+SSL In-Reply-To: <4F50DCA1.5050109@eve-team.com> References: <20120302143552.GK14630@aart.rice.edu> <4F50DCA1.5050109@eve-team.com> Message-ID: <4F50E0A2.3020309@bestpractical.com> Gerard FENELON wrote: > Stab in the dark: have you changed $WebBaseURL ? Ken @ rice.edu wrote: >> and the URL is http://rt2.rice.edu:8443 and not the https >> version. If I change the URL manually from http to https >> I have logged in. If I try to reply to a ticket, after I click >> update, it again goes to the http version of the URL and not >> the https version. Gerard nailed it. :) Normally you shouldn't set WebBaseURL yourself, but when running SSL on a non-standard (not 443) port, you need to. For reference, quoting from RT_Config.pm: =item C<$WebBaseURL>, C<$WebURL> Usually you don't want to set these options. The only obvious reason is if RT is accessible via https protocol on a non standard port, e.g. 'https://rt.example.com:9999'. In all other cases these options are computed using C<$WebDomain>, C<$WebPort> and C<$WebPath>. You probably want something like: Set($WebDomain, 'rt2.rice.edu'); Set($WebPort, 8443); Set($WebBaseURL, 'https://rt2.rice.edu:8443'); Alternatively, you could be slightly more clever: Set($WebBaseURL, sprintf('https://%s:%d', map { RT->Config->Get("Web$_") } qw(Domain Port))); From ktm at rice.edu Fri Mar 2 10:06:20 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Fri, 2 Mar 2012 09:06:20 -0600 Subject: [rt-users] RT 3.8.11 with nginx+SSL In-Reply-To: <4F50DCA1.5050109@eve-team.com> References: <20120302143552.GK14630@aart.rice.edu> <4F50DCA1.5050109@eve-team.com> Message-ID: <20120302150620.GL14630@aart.rice.edu> On Fri, Mar 02, 2012 at 03:43:45PM +0100, Gerard FENELON wrote: > Stab in the dark: have you changed $WebBaseURL ? > Gerard > Yes, the $WebBaseURL is set to https://rt2.rice.edu. Cheers, Ken From trs at bestpractical.com Fri Mar 2 10:07:52 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 02 Mar 2012 10:07:52 -0500 Subject: [rt-users] RT4 make initialize-database fails In-Reply-To: <20120301184427.x6k8b9um0w00k8oc-wbaqbena@webmail.spamcop.net> References: <20120301184427.x6k8b9um0w00k8oc-wbaqbena@webmail.spamcop.net> Message-ID: <4F50E248.6070108@bestpractical.com> On 03/01/2012 07:44 PM, Jonathon Doran wrote: > So it seems really important that I have a pristine RT4 database, yet the > script is dying. Below is output with no RT databases existing. Does > anyone have any > recommendations? RT 4 is finding and loading the RT 3 libraries installed by the RPM. This problem is because of the way Redhat packages RT; they install the RT libraries directly into the system Perl path rather than keeping them separate (as RT defaults to) in something like /opt/rt3/lib or /usr/local/rt3/lib. Note the /usr/share/perl5 paths to the RT libs in the error message. The result of this is that if you use the RPMs you can't have multiple versions of RT running on the same Redhat box without using a build of Perl that's not the system Perl. You should uninstall the rt3 RPM before going forward with your RT 4 source install. From trs at bestpractical.com Fri Mar 2 10:08:36 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 02 Mar 2012 10:08:36 -0500 Subject: [rt-users] RT 3.8.11 with nginx+SSL In-Reply-To: <20120302150620.GL14630@aart.rice.edu> References: <20120302143552.GK14630@aart.rice.edu> <4F50DCA1.5050109@eve-team.com> <20120302150620.GL14630@aart.rice.edu> Message-ID: <4F50E274.5090304@bestpractical.com> On 03/02/2012 10:06 AM, ktm at rice.edu wrote: > On Fri, Mar 02, 2012 at 03:43:45PM +0100, Gerard FENELON wrote: >> Stab in the dark: have you changed $WebBaseURL ? >> Gerard >> > Yes, the $WebBaseURL is set to https://rt2.rice.edu. Are you reverse proxying to nginx? From ktm at rice.edu Fri Mar 2 10:15:30 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Fri, 2 Mar 2012 09:15:30 -0600 Subject: [rt-users] RT 3.8.11 with nginx+SSL In-Reply-To: <4F50E0A2.3020309@bestpractical.com> References: <20120302143552.GK14630@aart.rice.edu> <4F50DCA1.5050109@eve-team.com> <4F50E0A2.3020309@bestpractical.com> Message-ID: <20120302151530.GM14630@aart.rice.edu> On Fri, Mar 02, 2012 at 10:00:50AM -0500, Thomas Sibley wrote: > Gerard FENELON wrote: > > Stab in the dark: have you changed $WebBaseURL ? > > Ken @ rice.edu wrote: > >> and the URL is http://rt2.rice.edu:8443 and not the https > >> version. If I change the URL manually from http to https > >> I have logged in. If I try to reply to a ticket, after I click > >> update, it again goes to the http version of the URL and not > >> the https version. > > Gerard nailed it. :) Normally you shouldn't set WebBaseURL yourself, > but when running SSL on a non-standard (not 443) port, you need to. > > For reference, quoting from RT_Config.pm: > > =item C<$WebBaseURL>, C<$WebURL> > > Usually you don't want to set these options. The only obvious reason > is if RT is accessible via https protocol on a non standard port, e.g. > 'https://rt.example.com:9999'. In all other cases these options are > computed using C<$WebDomain>, C<$WebPort> and C<$WebPath>. > > You probably want something like: > > Set($WebDomain, 'rt2.rice.edu'); > Set($WebPort, 8443); > Set($WebBaseURL, 'https://rt2.rice.edu:8443'); > > Alternatively, you could be slightly more clever: > > Set($WebBaseURL, > sprintf('https://%s:%d', > map { RT->Config->Get("Web$_") } qw(Domain Port))); I am trying to get the nginx+fastcgi+SSL on a non-standard port running at the same time as the currently installed Apache+mod_perl2+SSL on the standard ports (80, 443). I used the WebBaseURL above and the Apache instance works but the nginx still has the http problem. Ken From trs at bestpractical.com Fri Mar 2 10:27:19 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 02 Mar 2012 10:27:19 -0500 Subject: [rt-users] RT 3.8.11 with nginx+SSL In-Reply-To: <20120302151530.GM14630@aart.rice.edu> References: <20120302143552.GK14630@aart.rice.edu> <4F50DCA1.5050109@eve-team.com> <4F50E0A2.3020309@bestpractical.com> <20120302151530.GM14630@aart.rice.edu> Message-ID: <4F50E6D7.4060303@bestpractical.com> On 03/02/2012 10:15 AM, ktm at rice.edu wrote: >> You probably want something like: >> >> Set($WebDomain, 'rt2.rice.edu'); >> Set($WebPort, 8443); >> Set($WebBaseURL, 'https://rt2.rice.edu:8443'); >> >> Alternatively, you could be slightly more clever: >> >> Set($WebBaseURL, >> sprintf('https://%s:%d', >> map { RT->Config->Get("Web$_") } qw(Domain Port))); > > I am trying to get the nginx+fastcgi+SSL on a non-standard port running > at the same time as the currently installed Apache+mod_perl2+SSL on the > standard ports (80, 443). I used the WebBaseURL above and the Apache > instance works but the nginx still has the http problem. Just so we're on the same page, what's your RT_SiteConfig.pm for the nginx RT? From trs at bestpractical.com Fri Mar 2 10:29:33 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 02 Mar 2012 10:29:33 -0500 Subject: [rt-users] RT 3.8.11 with nginx+SSL In-Reply-To: <20120302151612.GN14630@aart.rice.edu> References: <20120302143552.GK14630@aart.rice.edu> <4F50DCA1.5050109@eve-team.com> <20120302150620.GL14630@aart.rice.edu> <4F50E274.5090304@bestpractical.com> <20120302151612.GN14630@aart.rice.edu> Message-ID: <4F50E75D.3090106@bestpractical.com> On 03/02/2012 10:16 AM, ktm at rice.edu wrote: >>> Yes, the $WebBaseURL is set to https://rt2.rice.edu. >> >> Are you reverse proxying to nginx? > > I do not think so. The only configs are the ones I included in my > first post. Then that WebBaseURL is wrong for your nginx setup (https without a port implies 443). My "clever" WebBaseURL line from my first mail still requires you set WebDomain and WebPort as in the "non-clever" example config right above it. From ktm at rice.edu Fri Mar 2 10:30:39 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Fri, 2 Mar 2012 09:30:39 -0600 Subject: [rt-users] RT 3.8.11 with nginx+SSL In-Reply-To: <4F50E6D7.4060303@bestpractical.com> References: <20120302143552.GK14630@aart.rice.edu> <4F50DCA1.5050109@eve-team.com> <4F50E0A2.3020309@bestpractical.com> <20120302151530.GM14630@aart.rice.edu> <4F50E6D7.4060303@bestpractical.com> Message-ID: <20120302153039.GO14630@aart.rice.edu> On Fri, Mar 02, 2012 at 10:27:19AM -0500, Thomas Sibley wrote: > On 03/02/2012 10:15 AM, ktm at rice.edu wrote: > >> You probably want something like: > >> > >> Set($WebDomain, 'rt2.rice.edu'); > >> Set($WebPort, 8443); > >> Set($WebBaseURL, 'https://rt2.rice.edu:8443'); > >> > >> Alternatively, you could be slightly more clever: > >> > >> Set($WebBaseURL, > >> sprintf('https://%s:%d', > >> map { RT->Config->Get("Web$_") } qw(Domain Port))); > > > > I am trying to get the nginx+fastcgi+SSL on a non-standard port running > > at the same time as the currently installed Apache+mod_perl2+SSL on the > > standard ports (80, 443). I used the WebBaseURL above and the Apache > > instance works but the nginx still has the http problem. > > Just so we're on the same page, what's your RT_SiteConfig.pm for the > nginx RT? I am using the same one as the Apache+modper2+SSL instance and just starting the mason_handler.fcgi with nginx. Ken From Thomas.Lau at principleone.com Fri Mar 2 10:31:25 2012 From: Thomas.Lau at principleone.com (Thomas Lau) Date: Fri, 2 Mar 2012 23:31:25 +0800 Subject: [rt-users] chart and number out of sync Message-ID: No, I don't have that ACL line on config, should I use it? ---------- BlackBerry solution provided by www.principleone.com ----- Original Message ----- From: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.bestpractical.com Sent: Fri Mar 02 22:46:35 2012 Subject: Re: [rt-users] chart and number out of sync On 03/01/2012 10:06 PM, Thomas Lau wrote: > Dear All, we are suffering some strange issue where the chart and number > is out of sync, anyone have idea why? What's the query you're running when grouping by Owner Name in that chart? Do you have $UseSQLForACLChecks turned on in your /opt/rt4/etc/RT_SiteConfig.pm? -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012 From ktm at rice.edu Fri Mar 2 10:33:58 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Fri, 2 Mar 2012 09:33:58 -0600 Subject: [rt-users] RT 3.8.11 with nginx+SSL In-Reply-To: <4F50E6D7.4060303@bestpractical.com> References: <20120302143552.GK14630@aart.rice.edu> <4F50DCA1.5050109@eve-team.com> <4F50E0A2.3020309@bestpractical.com> <20120302151530.GM14630@aart.rice.edu> <4F50E6D7.4060303@bestpractical.com> Message-ID: <20120302153358.GP14630@aart.rice.edu> On Fri, Mar 02, 2012 at 10:27:19AM -0500, Thomas Sibley wrote: > On 03/02/2012 10:15 AM, ktm at rice.edu wrote: > >> You probably want something like: > >> > >> Set($WebDomain, 'rt2.rice.edu'); > >> Set($WebPort, 8443); > >> Set($WebBaseURL, 'https://rt2.rice.edu:8443'); > >> > >> Alternatively, you could be slightly more clever: > >> > >> Set($WebBaseURL, > >> sprintf('https://%s:%d', > >> map { RT->Config->Get("Web$_") } qw(Domain Port))); > > > > I am trying to get the nginx+fastcgi+SSL on a non-standard port running > > at the same time as the currently installed Apache+mod_perl2+SSL on the > > standard ports (80, 443). I used the WebBaseURL above and the Apache > > instance works but the nginx still has the http problem. > > Just so we're on the same page, what's your RT_SiteConfig.pm for the > nginx RT? Is there a way to specify a FCGI specific RT_SiteConfig.pm, to use when starting the FCGI processes? Ken From trs at bestpractical.com Fri Mar 2 10:37:03 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 02 Mar 2012 10:37:03 -0500 Subject: [rt-users] chart and number out of sync In-Reply-To: References: Message-ID: <4F50E91F.8060604@bestpractical.com> On 03/02/2012 10:31 AM, Thomas Lau wrote: > No, I don't have that ACL line on config, should I use it? Potentially. It's just a guess; I didn't dug into the charting code to see if it would fix the root cause I'm betting on. >> What's the query you're running when grouping by Owner Name in that chart? Can you tell me this? From trs at bestpractical.com Fri Mar 2 10:41:42 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 02 Mar 2012 10:41:42 -0500 Subject: [rt-users] RT 3.8.11 with nginx+SSL In-Reply-To: <20120302153039.GO14630@aart.rice.edu> References: <20120302143552.GK14630@aart.rice.edu> <4F50DCA1.5050109@eve-team.com> <4F50E0A2.3020309@bestpractical.com> <20120302151530.GM14630@aart.rice.edu> <4F50E6D7.4060303@bestpractical.com> <20120302153039.GO14630@aart.rice.edu> Message-ID: <4F50EA36.8060300@bestpractical.com> On 03/02/2012 10:30 AM, ktm at rice.edu wrote: > I am using the same one as the Apache+modper2+SSL instance and just > starting the mason_handler.fcgi with nginx. Er, that's not going to work sometimes because you're running on different ports under nginx. RT will try to use the host and port it's being accessed at, but it can't always get it right. This may help fix it without using a separate config: fastcgi_param HTTPS on; Add that to your other fastcgi_param lines. From Thomas.Lau at principleone.com Fri Mar 2 10:49:58 2012 From: Thomas.Lau at principleone.com (Thomas Lau) Date: Fri, 2 Mar 2012 23:49:58 +0800 Subject: [rt-users] chart and number out of sync Message-ID: I have seen the complex and simple queue happen same problem as well, simple as create equal today ---------- BlackBerry solution provided by www.principleone.com ----- Original Message ----- From: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.bestpractical.com Sent: Fri Mar 02 23:37:03 2012 Subject: Re: [rt-users] chart and number out of sync On 03/02/2012 10:31 AM, Thomas Lau wrote: > No, I don't have that ACL line on config, should I use it? Potentially. It's just a guess; I didn't dug into the charting code to see if it would fix the root cause I'm betting on. >> What's the query you're running when grouping by Owner Name in that chart? Can you tell me this? -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012 From trs at bestpractical.com Fri Mar 2 11:00:02 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 02 Mar 2012 11:00:02 -0500 Subject: [rt-users] chart and number out of sync In-Reply-To: References: Message-ID: <4F50EE82.3020603@bestpractical.com> On 03/02/2012 10:49 AM, Thomas Lau wrote: > I have seen the complex and simple queue happen same problem as well, simple as create equal today Try this in your RT_SiteConfig.pm then: Set($UseSQLForACLChecks, 1); From senior.unix at gmail.com Fri Mar 2 11:46:43 2012 From: senior.unix at gmail.com (Scott Gruber (gmail)) Date: Fri, 2 Mar 2012 11:46:43 -0500 Subject: [rt-users] AT 2.0 on RT 4.0.5 - Doesn't work In-Reply-To: References: <33377844.post@talk.nabble.com> <20120223161803.GY96259@jibsheet.com> <33379143.post@talk.nabble.com> <33428676.post@talk.nabble.com> Message-ID: <847AE97E-CF03-4468-B067-AE42E6CCD633@gmail.com> Yep I agree. As far as a working version that can import I don't know of any. The only option I see is try and figure out the code myself, not real big on perl though, or try and figure out the SQL database the values are stored in. If anyone knows of a way to get a spreadsheet into AT 4.0.5 would be most helpful. Scott Sent from my iPad On Mar 2, 2012, at 9:27 AM, Aaron Zuercher wrote: > Thats unfortunate but I understand people have lives to live and other priorities. > > I do have a question: is there a certain version of AT + RT that does work completely? I'm running 3.8.11 and AT 2.0b2 and import/export is broken (i found a long bug report in github about it). And this thread is for AT 4.0.5 which is broken as well. So is there a version in the middle that actually works? > > Aaron > > > On Fri, Mar 2, 2012 at 8:14 AM, UnixMan wrote: > > I contacted the authors but they don't have the time to look into it. Looks > like it is dead in the water > > > > UnixMan wrote: > > > > Thanks Kevin, I haven't contacted the authors - thanks for the heads up. > > I'll contact them asap and then post what I find in case anyone else might > > have the same problem. > > > > > > > > Kevin Falcone-2 wrote: > >> > >> On Thu, Feb 23, 2012 at 05:41:57AM -0800, UnixMan wrote: > >>> > >>> I saved a search using "Importable spreadsheet" made a change and > >>> uploaded > >>> the same file through "Asset Import" and it said : > >>> > >>> * Asset import errors. No changes were made. > >>> * Asset #1 not updated: > >>> * Asset #2 not updated: > >>> * Asset #4 not updated: > >>> > >>> I've been searching all in vain for an answer but have not found > >>> anything > >>> relevant. > >> > >> Have you contacted the Asset Tracker authors? Best Practical doesn't > >> maintain Asset Tracker and the AT authors don't always monitor our > >> mailing list. You may need to reach out to them directly. > >> > >> -kevin > >> > >> > >> -------- > >> RT Training Sessions (http://bestpractical.com/services/training.html) > >> * Boston ? March 5 & 6, 2012 > >> > > > > > > -- > View this message in context: http://old.nabble.com/AT-2.0-on-RT-4.0.5---Doesn%27t-work-tp33377844p33428676.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston March 5 & 6, 2012 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Fri Mar 2 11:49:03 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Fri, 2 Mar 2012 10:49:03 -0600 Subject: [rt-users] RT 3.8.11 with nginx+SSL In-Reply-To: <4F50EA36.8060300@bestpractical.com> References: <20120302143552.GK14630@aart.rice.edu> <4F50DCA1.5050109@eve-team.com> <4F50E0A2.3020309@bestpractical.com> <20120302151530.GM14630@aart.rice.edu> <4F50E6D7.4060303@bestpractical.com> <20120302153039.GO14630@aart.rice.edu> <4F50EA36.8060300@bestpractical.com> Message-ID: <20120302164902.GQ14630@aart.rice.edu> On Fri, Mar 02, 2012 at 10:41:42AM -0500, Thomas Sibley wrote: > On 03/02/2012 10:30 AM, ktm at rice.edu wrote: > > I am using the same one as the Apache+modper2+SSL instance and just > > starting the mason_handler.fcgi with nginx. > > Er, that's not going to work sometimes because you're running on > different ports under nginx. RT will try to use the host and port it's > being accessed at, but it can't always get it right. This may help fix > it without using a separate config: > > fastcgi_param HTTPS on; > > Add that to your other fastcgi_param lines. That did it! Thank you. Cheers, Ken From Thomas.Lau at principleone.com Fri Mar 2 11:54:32 2012 From: Thomas.Lau at principleone.com (Thomas Lau) Date: Sat, 3 Mar 2012 00:54:32 +0800 Subject: [rt-users] chart and number out of sync Message-ID: Mind to explain what does it do? ---------- BlackBerry solution provided by www.principleone.com ----- Original Message ----- From: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.bestpractical.com Sent: Sat Mar 03 00:00:02 2012 Subject: Re: [rt-users] chart and number out of sync On 03/02/2012 10:49 AM, Thomas Lau wrote: > I have seen the complex and simple queue happen same problem as well, simple as create equal today Try this in your RT_SiteConfig.pm then: Set($UseSQLForACLChecks, 1); -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012 From Kendric.Beachey at garmin.com Fri Mar 2 11:58:56 2012 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Fri, 2 Mar 2012 10:58:56 -0600 Subject: [rt-users] Transitory error on login (LDAP against AD) Message-ID: <666F632E7E51A24BB99BC7AF7CFD41D44EBB8AEA@OLE2K7CCR1.ad.garmin.com> Hi all, We're running RT 3.6.5, authenticating against AD. When people login, they get this error... ------------------------------------------- error: DBD::mysql::db selectall_hashref failed: Unknown column 'disabled' in 'field list' at /usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth/DBI.pm line 279. context: ... 275: # DBI->trace(1,'/tmp/dbi.log'); 276: 277: # Get DBI Object, do the query, disconnect 278: my $dbh = _GetBoundDBIObj($config); 279: my $results_hashref = $dbh->selectall_hashref($query,$u_field,{}, at bind_params); 280: $dbh->disconnect(); 281: 282: my $num_of_results = scalar keys %$results_hashref; 283: ... code stack: /usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth/DBI.pm:279 /usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth.pm:403 /usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth.pm:244 /usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth.pm:200 /usr/share/request-tracker3.6/html/Callbacks/ExternalAuth/autohandler/Auth:25 /usr/share/request-tracker3.6/html/Elements/Callback:85 /usr/share/request-tracker3.6/html/autohandler:240 ------------------------------------------- ...but the fun part is, if you just hit "refresh" on your browser, everything is fine. You're logged in and ready to go. Is this a bug in part of the system that got solved in a later version, or do I have something configured in a slightly wrong way? To this point I've just told people to refresh the page and move on with life, but if it is something I can fix easily I'd like to do so. If more info is needed to be able to tell what's happening, I can provide it, just let me know. Thanks for any help you can give! -- Kendric Beachey This e-mail and any attachments may contain confidential material for the sole use of the intended recipient. If you are not the intended recipient, please be aware that any disclosure, copying, distribution or use of this e-mail or any attachment is prohibited. If you have received this e-mail in error, please contact the sender and delete all copies. Thank you for your cooperation. From trs at bestpractical.com Fri Mar 2 12:04:31 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 02 Mar 2012 12:04:31 -0500 Subject: [rt-users] Transitory error on login (LDAP against AD) In-Reply-To: <666F632E7E51A24BB99BC7AF7CFD41D44EBB8AEA@OLE2K7CCR1.ad.garmin.com> References: <666F632E7E51A24BB99BC7AF7CFD41D44EBB8AEA@OLE2K7CCR1.ad.garmin.com> Message-ID: <4F50FD9F.4010709@bestpractical.com> On 03/02/2012 11:58 AM, Beachey, Kendric wrote: > We're running RT 3.6.5, authenticating against AD. When people > login, they get this error... If you're authenticating against AD, then why are you doing DBI auth too? > Is this a bug in part of the system that got solved in a later > version, or do I have something configured in a slightly wrong way? I believe this is a configuration error. Please send etc/RT_SiteConfig.pm. From trs at bestpractical.com Fri Mar 2 12:07:22 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 02 Mar 2012 12:07:22 -0500 Subject: [rt-users] chart and number out of sync In-Reply-To: References: Message-ID: <4F50FE4A.8000905@bestpractical.com> On 03/02/2012 11:54 AM, Thomas Lau wrote: > Mind to explain what does it do? All config options are documented in etc/RT_Config.pm. You copy lines you want from there and add them to your RT_SiteConfig.pm grep -A 10 UseSQLForACLChecks etc/RT_Config.pm The second paragraph ("This option is relatively new...") is slightly dated. It's not terribly new anymore and we generally recommend people run with it on. It will be enabled by default in the next major RT version. From joseph85750 at yahoo.com Fri Mar 2 12:44:54 2012 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Fri, 2 Mar 2012 09:44:54 -0800 (PST) Subject: [rt-users] Simple search "link" creation? Message-ID: <1330710294.5612.YahooMailNeo@web30306.mail.mud.yahoo.com> I'm using RT 3.8.8 and am curious if it is possible to create a search and present it on another web page as a link. For example, I have certain RT queues for products.? On an internal product page, I'd like to have a link:? "Click here to see all RT support tickets for this product".? If they click, it will direct them to RT where they would be forced to log in to RT and then be presented with the results of the search I created (listing all open tickets in that product queue). Can this be done? Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From JHZhang at mdanderson.org Fri Mar 2 12:48:53 2012 From: JHZhang at mdanderson.org (Zhang,Jun) Date: Fri, 2 Mar 2012 11:48:53 -0600 Subject: [rt-users] Transitory error on login (LDAP against AD) In-Reply-To: <666F632E7E51A24BB99BC7AF7CFD41D44EBB8AEA@OLE2K7CCR1.ad.garmin.com> References: <666F632E7E51A24BB99BC7AF7CFD41D44EBB8AEA@OLE2K7CCR1.ad.garmin.com> Message-ID: <5685E4FBA752A441B1975A77A77CD6483C3379944C@DCPWVMBXC1VS2.mdanderson.edu> I got the same error and I understand this must be minors, since my AD user is authenticated. The Users table in my rt4 database doesn't have a column called 'disable'. Removing the d_field line in RT_SiteConfig.pm and the error no longer show up. Looks like a bug. Jun -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Beachey, Kendric Sent: Friday, March 02, 2012 10:59 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Transitory error on login (LDAP against AD) Hi all, We're running RT 3.6.5, authenticating against AD. When people login, they get this error... ------------------------------------------- error: DBD::mysql::db selectall_hashref failed: Unknown column 'disabled' in 'field list' at /usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth/DBI.pm line 279. context: ... 275: # DBI->trace(1,'/tmp/dbi.log'); 276: 277: # Get DBI Object, do the query, disconnect 278: my $dbh = _GetBoundDBIObj($config); 279: my $results_hashref = $dbh->selectall_hashref($query,$u_field,{}, at bind_params); 280: $dbh->disconnect(); 281: 282: my $num_of_results = scalar keys %$results_hashref; 283: ... code stack: /usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth/DBI.pm:279 /usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth.pm:403 /usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth.pm:244 /usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth.pm:200 /usr/share/request-tracker3.6/html/Callbacks/ExternalAuth/autohandler/Auth:25 /usr/share/request-tracker3.6/html/Elements/Callback:85 /usr/share/request-tracker3.6/html/autohandler:240 ------------------------------------------- ...but the fun part is, if you just hit "refresh" on your browser, everything is fine. You're logged in and ready to go. Is this a bug in part of the system that got solved in a later version, or do I have something configured in a slightly wrong way? To this point I've just told people to refresh the page and move on with life, but if it is something I can fix easily I'd like to do so. If more info is needed to be able to tell what's happening, I can provide it, just let me know. Thanks for any help you can give! -- Kendric Beachey This e-mail and any attachments may contain confidential material for the sole use of the intended recipient. If you are not the intended recipient, please be aware that any disclosure, copying, distribution or use of this e-mail or any attachment is prohibited. If you have received this e-mail in error, please contact the sender and delete all copies. Thank you for your cooperation. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012 From trs at bestpractical.com Fri Mar 2 12:56:35 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 02 Mar 2012 12:56:35 -0500 Subject: [rt-users] Transitory error on login (LDAP against AD) In-Reply-To: <5685E4FBA752A441B1975A77A77CD6483C3379944C@DCPWVMBXC1VS2.mdanderson.edu> References: <666F632E7E51A24BB99BC7AF7CFD41D44EBB8AEA@OLE2K7CCR1.ad.garmin.com> <5685E4FBA752A441B1975A77A77CD6483C3379944C@DCPWVMBXC1VS2.mdanderson.edu> Message-ID: <4F5109D3.6040708@bestpractical.com> On 03/02/2012 12:48 PM, Zhang,Jun wrote: > I got the same error and I understand this must be minors, since my > AD user is authenticated. The Users table in my rt4 database doesn't > have a column called 'disable'. Removing the d_field line in > RT_SiteConfig.pm and the error no longer show up. Looks like a bug. It is a severe misconfiguration to add the internal RT Users table as a DBI auth source in RT::Authen::ExternalAuth. Don't do that. From JHZhang at mdanderson.org Fri Mar 2 13:16:15 2012 From: JHZhang at mdanderson.org (Zhang,Jun) Date: Fri, 2 Mar 2012 12:16:15 -0600 Subject: [rt-users] Transitory error on login (LDAP against AD) In-Reply-To: <4F5109D3.6040708@bestpractical.com> References: <666F632E7E51A24BB99BC7AF7CFD41D44EBB8AEA@OLE2K7CCR1.ad.garmin.com> <5685E4FBA752A441B1975A77A77CD6483C3379944C@DCPWVMBXC1VS2.mdanderson.edu> <4F5109D3.6040708@bestpractical.com> Message-ID: <5685E4FBA752A441B1975A77A77CD6483C3379945F@DCPWVMBXC1VS2.mdanderson.edu> Thomas, Since I'm new to RT, could you please tell where I did wrong in configuration? May be I need to change the order of the ExternalAuthPriority. Below is my RT_SiteConfig.pm file content. Thanks. Jun Set( $DatabaseUser, 'rt_user' ); Set( $CorrespondAddress, 'x2 at mdanderson.org' ); Set( $rtname, 'xrt.mdanderson.edu' ); Set( $DatabaseRequireSSL, '' ); Set( $WebPort, '80' ); Set( $Organization, 'mdanderson.edu' ); Set( $DatabaseType, 'mysql' ); Set( $DatabasePort, '' ); Set( $DatabasePassword, 'password' ); Set( $DatabaseAdmin, 'root' ); Set( $SendmailPath, '/usr/sbin/sendmail' ); Set( $WebDomain, 'xrt.mdanderson.edu' ); Set( $DatabaseAdminPassword, '' ); Set( $CommentAddress, 'x at mdanderson.org' ); Set( $DatabaseHost, 'localhost' ); Set( $DatabaseName, 'rt4' ); Set( $OwnerEmail, 'x2 at mdanderson.org' ); Set( @Plugins, qw(RT::Authen::ExternalAuth) ); Set($ExternalAuthPriority, [ 'My_MySQL', 'My_LDAP' ] ); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { 'My_MySQL' => { 'type' => 'db', 'server' => 'dqsrt.mdanderson.edu', 'database' => 'rt4', 'table' => 'Users', 'user' => 'rt_user', 'pass' => 'password', 'port' => '3306', 'dbi_driver' => 'mysql', 'u_field' => 'Name', 'p_field' => 'Password', 'p_enc_pkg' => 'Crypt::MySQL', 'p_enc_sub' => 'password', 'd_field' => 'disabled', 'd_values' => ['0'], 'attr_map' => { 'Name' => 'Name', } }, 'My_LDAP' => { 'type' => 'ldap', 'server' => 'dcpwpdc1.mdanderson.edu', 'user' => 's_dqs_svn', 'pass' => 'Juoo9k88', 'base' => 'ou=people,dc=mdanderson,dc=edu', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'attr_map' => { 'Name' => 'samaccountname', 'EmailAddress' => 'mail', 'Organization' => 'physicaldeliveryofficename', 'RealName' => 'gecos', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'gecos', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' } } } ); 1; -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Friday, March 02, 2012 11:57 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Transitory error on login (LDAP against AD) On 03/02/2012 12:48 PM, Zhang,Jun wrote: > I got the same error and I understand this must be minors, since my AD > user is authenticated. The Users table in my rt4 database doesn't have > a column called 'disable'. Removing the d_field line in > RT_SiteConfig.pm and the error no longer show up. Looks like a bug. It is a severe misconfiguration to add the internal RT Users table as a DBI auth source in RT::Authen::ExternalAuth. Don't do that. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012 From gerard at eve-team.com Fri Mar 2 13:19:25 2012 From: gerard at eve-team.com (Gerard FENELON) Date: Fri, 02 Mar 2012 19:19:25 +0100 Subject: [rt-users] Simple search "link" creation? In-Reply-To: <1330710294.5612.YahooMailNeo@web30306.mail.mud.yahoo.com> References: <1330710294.5612.YahooMailNeo@web30306.mail.mud.yahoo.com> Message-ID: <4F510F2D.80408@eve-team.com> Hi Joseph just link to something like http://rt.yoyodyne.com/Search/Results.html?Query=%27CF.{Product%20code}%27LIKE%27CCT0104F%27 or http://rt.yoyodyne.com/Search/Results.html?Query='CF.{Product code}'LIKE'CCT0104F' You can do more complex searches too. Gerard On 2012-03-02 18:44, Joseph Spenner wrote: > I'm using RT 3.8.8 and am curious if it is possible to create a search > and present it on another web page as a link. > > For example, I have certain RT queues for products. On an internal > product page, I'd like to have a link: "Click here to see all RT > support tickets for this product". If they click, it will direct them > to RT where they would be forced to log in to RT and then be presented > with the results of the search I created (listing all open tickets in > that product queue). > > Can this be done? > > Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Fri Mar 2 13:20:38 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 02 Mar 2012 13:20:38 -0500 Subject: [rt-users] Transitory error on login (LDAP against AD) In-Reply-To: <5685E4FBA752A441B1975A77A77CD6483C3379945F@DCPWVMBXC1VS2.mdanderson.edu> References: <666F632E7E51A24BB99BC7AF7CFD41D44EBB8AEA@OLE2K7CCR1.ad.garmin.com> <5685E4FBA752A441B1975A77A77CD6483C3379944C@DCPWVMBXC1VS2.mdanderson.edu> <4F5109D3.6040708@bestpractical.com> <5685E4FBA752A441B1975A77A77CD6483C3379945F@DCPWVMBXC1VS2.mdanderson.edu> Message-ID: <4F510F76.4080206@bestpractical.com> On 03/02/2012 01:16 PM, Zhang,Jun wrote: > Thomas, > Since I'm new to RT, could you please tell where I did wrong in configuration? May be I need to change the order of the ExternalAuthPriority. Below is my RT_SiteConfig.pm file content. Remove My_MySQL from ExternalAuthPriority and remove the entire My_MySQL block from ExternalSettings. > Set($ExternalAuthPriority, [ 'My_MySQL', > 'My_LDAP' > ] > ); > Set($ExternalServiceUsesSSLorTLS, 0); > Set($AutoCreateNonExternalUsers, 0); > Set($ExternalSettings, { > 'My_MySQL' => { > 'type' => 'db', > 'server' => 'dqsrt.mdanderson.edu', > 'database' => 'rt4', > 'table' => 'Users', > 'user' => 'rt_user', > 'pass' => 'password', > 'port' => '3306', > 'dbi_driver' => 'mysql', > 'u_field' => 'Name', > 'p_field' => 'Password', > 'p_enc_pkg' => 'Crypt::MySQL', > 'p_enc_sub' => 'password', > 'd_field' => 'disabled', > 'd_values' => ['0'], > 'attr_map' => { 'Name' => 'Name', } > }, [snipped] From jhd at unt.edu Fri Mar 2 13:47:47 2012 From: jhd at unt.edu (Jonathon Doran) Date: Fri, 02 Mar 2012 12:47:47 -0600 Subject: [rt-users] RT4 make initialize-database fails In-Reply-To: References: <20120301184427.x6k8b9um0w00k8oc-wbaqbena@webmail.spamcop.net> Message-ID: <20120302124747.q5w1h166ssk8sswg-wbaqbena@webmail.spamcop.net> Quoting Thomas Sibley : > You should uninstall the rt3 RPM before going forward with your RT 4 > source install. Spot on! Thank you very much, I have an empty database now. From joseph85750 at yahoo.com Fri Mar 2 13:53:42 2012 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Fri, 2 Mar 2012 10:53:42 -0800 (PST) Subject: [rt-users] Simple search "link" creation? In-Reply-To: <4F510F2D.80408@eve-team.com> References: <1330710294.5612.YahooMailNeo@web30306.mail.mud.yahoo.com> <4F510F2D.80408@eve-team.com> Message-ID: <1330714422.52613.YahooMailNeo@web30305.mail.mud.yahoo.com> Gerard: ? Thanks!? That's exactly what I needed!? Got the syntax for a specific queue and product: ??? http://myRT/Search/Results.html?Query=%27Queue%27=%27Our%20Products%27%20AND%20%27CF.{System}%27=%27oscillationOverthrustor%27 Worked great! Thanks again! ________________________________ From: Gerard FENELON To: rt-users at lists.bestpractical.com Sent: Friday, March 2, 2012 11:19 AM Subject: Re: [rt-users] Simple search "link" creation? Hi Joseph just link to something like http://rt.yoyodyne.com/Search/Results.html?Query=%27CF.{Product%20code}%27LIKE%27CCT0104F%27 or http://rt.yoyodyne.com/Search/Results.html?Query='CF.{Product code}'LIKE'CCT0104F' You can do more complex searches too. Gerard On 2012-03-02 18:44, Joseph Spenner wrote: I'm using RT 3.8.8 and am curious if it is possible to create a search and present it on another web page as a link. > > >For example, I have certain RT queues for products.? On an internal product page, I'd like to have a link:? "Click here to see all RT support tickets for this product".? If they click, it will direct them to RT where they would be forced to log in to RT and then be presented with the results of the search I created (listing all open tickets in that product queue). > > >Can this be done? > > >Thanks! -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston ? March 5 & 6, 2012 -------------- next part -------------- An HTML attachment was scrubbed... URL: From rbackman at georgefox.edu Fri Mar 2 13:56:18 2012 From: rbackman at georgefox.edu (Ryan Backman) Date: Fri, 2 Mar 2012 10:56:18 -0800 Subject: [rt-users] Transitory error on login (LDAP against AD) In-Reply-To: <5685E4FBA752A441B1975A77A77CD6483C3379945F@DCPWVMBXC1VS2.mdanderson.edu> References: <666F632E7E51A24BB99BC7AF7CFD41D44EBB8AEA@OLE2K7CCR1.ad.garmin.com> <5685E4FBA752A441B1975A77A77CD6483C3379944C@DCPWVMBXC1VS2.mdanderson.edu> <4F5109D3.6040708@bestpractical.com> <5685E4FBA752A441B1975A77A77CD6483C3379945F@DCPWVMBXC1VS2.mdanderson.edu> Message-ID: Your My_LDAP 'user' needs to be the fully qualified 'CN=s_dqs_svn, ou=people,dc=mdanderson,dc=edu'. And I hope that is a bogus password! Otherwise, I would change it. =+=+=+=+=+=+=+=+=+ Ryan Backman Programmer / Analyst George Fox University =+=+=+=+=+=+=+=+=+ On Fri, Mar 2, 2012 at 10:16 AM, Zhang,Jun wrote: > Thomas, > Since I'm new to RT, could you please tell where I did wrong in > configuration? May be I need to change the order of the > ExternalAuthPriority. Below is my RT_SiteConfig.pm file content. > Thanks. > > Jun > > Set( $DatabaseUser, 'rt_user' ); > Set( $CorrespondAddress, 'x2 at mdanderson.org' ); > Set( $rtname, 'xrt.mdanderson.edu' ); > Set( $DatabaseRequireSSL, '' ); > Set( $WebPort, '80' ); > Set( $Organization, 'mdanderson.edu' ); > Set( $DatabaseType, 'mysql' ); > Set( $DatabasePort, '' ); > Set( $DatabasePassword, 'password' ); > Set( $DatabaseAdmin, 'root' ); > Set( $SendmailPath, '/usr/sbin/sendmail' ); > Set( $WebDomain, 'xrt.mdanderson.edu' ); > Set( $DatabaseAdminPassword, '' ); > Set( $CommentAddress, 'x at mdanderson.org' ); > Set( $DatabaseHost, 'localhost' ); > Set( $DatabaseName, 'rt4' ); > Set( $OwnerEmail, 'x2 at mdanderson.org' ); > Set( @Plugins, qw(RT::Authen::ExternalAuth) ); > > Set($ExternalAuthPriority, [ 'My_MySQL', > 'My_LDAP' > ] > ); > Set($ExternalServiceUsesSSLorTLS, 0); > Set($AutoCreateNonExternalUsers, 0); > Set($ExternalSettings, { > 'My_MySQL' => { > 'type' > => 'db', > 'server' > => 'dqsrt.mdanderson.edu', > 'database' > => 'rt4', > 'table' > => 'Users', > 'user' > => 'rt_user', > 'pass' > => 'password', > 'port' > => '3306', > 'dbi_driver' > => 'mysql', > 'u_field' > => 'Name', > 'p_field' > => 'Password', > 'p_enc_pkg' > => 'Crypt::MySQL', > 'p_enc_sub' > => 'password', > 'd_field' > => 'disabled', > 'd_values' > => ['0'], > 'attr_map' > => { 'Name' => 'Name', > } > }, > 'My_LDAP' => { > 'type' > => 'ldap', > 'server' > => 'dcpwpdc1.mdanderson.edu', > 'user' > => 's_dqs_svn', > 'pass' > => 'Juoo9k88', > 'base' > => 'ou=people,dc=mdanderson,dc=edu', > 'd_filter' => > '(userAccountControl:1.2.840.113556.1.4.803:=2)', > 'tls' > => 0, > 'ssl_version' > => 3, > 'net_ldap_args' > => [ version => 3 ], > 'attr_map' > => { 'Name' => 'samaccountname', > > 'EmailAddress' => 'mail', > > 'Organization' => 'physicaldeliveryofficename', > > 'RealName' => 'gecos', > > 'ExternalAuthId' => 'sAMAccountName', > > 'Gecos' => 'gecos', > > 'WorkPhone' => 'telephoneNumber', > > 'Address1' => 'streetAddress', > > 'City' => 'l', > > 'State' => 'st', > > 'Zip' => 'postalCode', > > 'Country' => 'co' > > } > } > } > ); > 1; > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley > Sent: Friday, March 02, 2012 11:57 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Transitory error on login (LDAP against AD) > > On 03/02/2012 12:48 PM, Zhang,Jun wrote: > > I got the same error and I understand this must be minors, since my AD > > user is authenticated. The Users table in my rt4 database doesn't have > > a column called 'disable'. Removing the d_field line in > > RT_SiteConfig.pm and the error no longer show up. Looks like a bug. > > It is a severe misconfiguration to add the internal RT Users table as a > DBI auth source in RT::Authen::ExternalAuth. Don't do that. > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston March 5 & 6, 2012 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston March 5 & 6, 2012 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Fri Mar 2 13:59:21 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 02 Mar 2012 13:59:21 -0500 Subject: [rt-users] Simple search "link" creation? In-Reply-To: <1330714422.52613.YahooMailNeo@web30305.mail.mud.yahoo.com> References: <1330710294.5612.YahooMailNeo@web30306.mail.mud.yahoo.com> <4F510F2D.80408@eve-team.com> <1330714422.52613.YahooMailNeo@web30305.mail.mud.yahoo.com> Message-ID: <4F511889.3060504@bestpractical.com> On 03/02/2012 01:53 PM, Joseph Spenner wrote: > Gerard: > Thanks! That's exactly what I needed! Got the syntax for a specific > queue and product: Note that you can always build the search in the RT web interface and then view the results and copy the link as well. From diaulas.castro at intersolution.inf.br Fri Mar 2 14:04:14 2012 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Fri, 2 Mar 2012 19:04:14 +0000 Subject: [rt-users] RES: Customer cannot see tickets with active custom status In-Reply-To: <3B9178D874F56F47B616AB50C01F7B7701DF2742@GRUPRD8002MB111.lamprd80.prod.outlook.com> References: <3B9178D874F56F47B616AB50C01F7B7701DF2742@GRUPRD8002MB111.lamprd80.prod.outlook.com> Message-ID: <3B9178D874F56F47B616AB50C01F7B7701DF798A@GRUPRD8002MB111.lamprd80.prod.outlook.com> Sorry for bumping, =( Nobody know what I'm doing wrong? Maybe my poor english is the problem??? =D Att. Diaulas Castro Consultor Linux / Microsoft InterSolution Inform?tica Tel.: (55 11) 3443-1472 www.intersolution.inf.br Oracle Certified Partner De: Diaulas Castro Enviada em: quarta-feira, 29 de fevereiro de 2012 19:38 Para: rt-users at lists.bestpractical.com Cc: Diaulas Castro Assunto: Customer cannot see tickets with active custom status Hello, My setup of RT is ubuntu 11.10 with RT 4.0.1, I've setup some custom status on LifeCycles and they are working pretty well except when my customer want to see all active tickets. Fragment of active status in LifeCycles active => [ 'open', 'scheduled', 'started', 'waiting_customer' ], Fragment of inactive status: inactive => [ 'resolved', 'rejected', 'deleted', 'plantao', 'report' , 'stalled' ] On "SelfService/Open Tickets" tickets with status waiting_customer isn't showing but my inactives custom status shows on "SelfService/Closed Tickets" Another question, how can I create another menu to show all tickets except by deleted ones? Att. Diaulas Castro Consultor Linux / Microsoft InterSolution Inform?tica Tel.: (55 11) 3443-1472 www.intersolution.inf.br Oracle Certified Partner -------------- next part -------------- An HTML attachment was scrubbed... URL: From Kendric.Beachey at garmin.com Fri Mar 2 14:05:15 2012 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Fri, 2 Mar 2012 13:05:15 -0600 Subject: [rt-users] Transitory error on login (LDAP against AD) In-Reply-To: <5685E4FBA752A441B1975A77A77CD6483C3379944C@DCPWVMBXC1VS2.mdanderson.edu> References: <666F632E7E51A24BB99BC7AF7CFD41D44EBB8AEA@OLE2K7CCR1.ad.garmin.com> <5685E4FBA752A441B1975A77A77CD6483C3379944C@DCPWVMBXC1VS2.mdanderson.edu> Message-ID: <666F632E7E51A24BB99BC7AF7CFD41D44EBB8B4E@OLE2K7CCR1.ad.garmin.com> HEY! That solved the problem! Thanks so much Jun :-) It's interesting that this section of the stock config file refers correctly to the stock Users table, except for including references to this column that isn't part of the table. -- Kendric Beachey -----Original Message----- From: Zhang,Jun [mailto:JHZhang at mdanderson.org] Sent: Friday, March 02, 2012 11:49 AM To: Beachey, Kendric; rt-users at lists.bestpractical.com Subject: RE: Transitory error on login (LDAP against AD) I got the same error and I understand this must be minors, since my AD user is authenticated. The Users table in my rt4 database doesn't have a column called 'disable'. Removing the d_field line in RT_SiteConfig.pm and the error no longer show up. Looks like a bug. Jun -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Beachey, Kendric Sent: Friday, March 02, 2012 10:59 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Transitory error on login (LDAP against AD) Hi all, We're running RT 3.6.5, authenticating against AD. When people login, they get this error... ------------------------------------------- error: DBD::mysql::db selectall_hashref failed: Unknown column 'disabled' in 'field list' at /usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth/DBI.pm line 279. context: ... 275: # DBI->trace(1,'/tmp/dbi.log'); 276: 277: # Get DBI Object, do the query, disconnect 278: my $dbh = _GetBoundDBIObj($config); 279: my $results_hashref = $dbh->selectall_hashref($query,$u_field,{}, at bind_params); 280: $dbh->disconnect(); 281: 282: my $num_of_results = scalar keys %$results_hashref; 283: ... code stack: /usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth/DBI.pm:279 /usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth.pm:403 /usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth.pm:244 /usr/local/share/request-tracker3.6/lib/RT/Authen/ExternalAuth.pm:200 /usr/share/request-tracker3.6/html/Callbacks/ExternalAuth/autohandler/Auth:25 /usr/share/request-tracker3.6/html/Elements/Callback:85 /usr/share/request-tracker3.6/html/autohandler:240 ------------------------------------------- ...but the fun part is, if you just hit "refresh" on your browser, everything is fine. You're logged in and ready to go. Is this a bug in part of the system that got solved in a later version, or do I have something configured in a slightly wrong way? To this point I've just told people to refresh the page and move on with life, but if it is something I can fix easily I'd like to do so. If more info is needed to be able to tell what's happening, I can provide it, just let me know. Thanks for any help you can give! -- Kendric Beachey This e-mail and any attachments may contain confidential material for the sole use of the intended recipient. If you are not the intended recipient, please be aware that any disclosure, copying, distribution or use of this e-mail or any attachment is prohibited. If you have received this e-mail in error, please contact the sender and delete all copies. Thank you for your cooperation. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012 From trs at bestpractical.com Fri Mar 2 14:17:43 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 02 Mar 2012 14:17:43 -0500 Subject: [rt-users] Transitory error on login (LDAP against AD) In-Reply-To: <666F632E7E51A24BB99BC7AF7CFD41D44EBB8B4E@OLE2K7CCR1.ad.garmin.com> References: <666F632E7E51A24BB99BC7AF7CFD41D44EBB8AEA@OLE2K7CCR1.ad.garmin.com> <5685E4FBA752A441B1975A77A77CD6483C3379944C@DCPWVMBXC1VS2.mdanderson.edu> <666F632E7E51A24BB99BC7AF7CFD41D44EBB8B4E@OLE2K7CCR1.ad.garmin.com> Message-ID: <4F511CD7.1090309@bestpractical.com> On 03/02/2012 02:05 PM, Beachey, Kendric wrote: > HEY! That solved the problem! Thanks so much Jun :-) You just created another problem, which is now ExternalAuth looks at the internal RT users table. It should _not_ be configured to do this. > It's interesting that this section of the stock config file refers > correctly to the stock Users table, except for including references > to this column that isn't part of the table. Please read my other responses to your email which I sent to the list. From trs at bestpractical.com Fri Mar 2 14:21:10 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 02 Mar 2012 14:21:10 -0500 Subject: [rt-users] Customer cannot see tickets with active custom status In-Reply-To: <3B9178D874F56F47B616AB50C01F7B7701DF2742@GRUPRD8002MB111.lamprd80.prod.outlook.com> References: <3B9178D874F56F47B616AB50C01F7B7701DF2742@GRUPRD8002MB111.lamprd80.prod.outlook.com> Message-ID: <4F511DA6.5070700@bestpractical.com> On 02/29/2012 05:37 PM, Diaulas Castro wrote: > Fragment of active status in LifeCycles > > active => [ 'open', 'scheduled', 'started', 'waiting_customer' ], > > > > Fragment of inactive status: > > inactive => [ 'resolved', 'rejected', 'deleted', 'plantao', > 'report' , 'stalled' ] > > > > On ?SelfService/Open Tickets? tickets with status waiting_customer > isn?t showing but my inactives custom status shows on > ?SelfService/Closed Tickets? Both self service pages should take into account your lifecycle statuses. Please show us your full RT_SiteConfig.pm. > Another question, how can I create another menu to show all tickets > except by deleted ones? Customizing menus: http://requesttracker.wikia.com/wiki/Menus From kirby at umbc.edu Fri Mar 2 14:44:57 2012 From: kirby at umbc.edu (Joe Kirby) Date: Fri, 2 Mar 2012 14:44:57 -0500 Subject: [rt-users] Subject in Template options In-Reply-To: References: Message-ID: <4885AEC5-2929-488C-B41D-9AD677C7D71B@umbc.edu> Here is the setup within the Content area for my global template. Thank you very much Joe Subject: AutoReply: {$Ticket->Subject} Greetings, This message has been automatically generated in response to the creation of a ticket regarding: ------------------------------------------------------------------------- Subject: "{$Ticket->Subject()}", Message: {$Transaction->Content()} ------------------------------------------------------------------------- There is no need to reply to this message right now. Your ticket has been assigned an ID of [{$Ticket->QueueObj->SubjectTag || $rtname} #{$Ticket->id()}] or you can go there directly by clicking the link below. Ticket Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} > You can login to view your open tickets at any time by visiting http://my.umbc.edu and clicking on "Help" and "Request Help". Alternately you can click on http://my.umbc.edu/help/request Thank you Here is a copy of the email generated Subject: [RT - Request Tracker #144013] AutoReply: test for attachement From: " via RT" Reply-To: UMBCHelp at rt.umbc.edu In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: rt.umbc.edu RT-Ticket: rt.umbc.edu #144013 Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/) RT-Originator: kirby at umbc.edu Auto-Submitted: auto-replied To: kirby at umbc.edu MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 Date: Thu, 1 Mar 2012 16:18:46 -0500 Greetings, This message has been automatically generated in response to the creation of a ticket regarding: ------------------------------------------------------------------------- Subject: "test for attachement", Message: test options for attachments -- Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu ------------------------------------------------------------------------- There is no need to reply to this message right now. Your ticket has been assigned an ID of [RT - Request Tracker #144013] or you can go there directly by clicking the link below. Ticket You can login to view your open tickets at any time by visiting http://my.umbc.edu and clicking on "Help" and "Request Help". Alternately you can click on http://my.umbc.edu/help/request Thank you 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 On Mar 2, 2012, at 12:00 PM, rt-users-request at lists.bestpractical.com wrote: > Re: [rt-users] Subject in Template options -------------- next part -------------- An HTML attachment was scrubbed... URL: From joseph85750 at yahoo.com Fri Mar 2 14:56:32 2012 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Fri, 2 Mar 2012 11:56:32 -0800 (PST) Subject: [rt-users] Simple search "link" creation? In-Reply-To: <4F511889.3060504@bestpractical.com> References: <1330710294.5612.YahooMailNeo@web30306.mail.mud.yahoo.com> <4F510F2D.80408@eve-team.com> <1330714422.52613.YahooMailNeo@web30305.mail.mud.yahoo.com> <4F511889.3060504@bestpractical.com> Message-ID: <1330718192.35247.YahooMailNeo@web30301.mail.mud.yahoo.com> ________________________________ From: Thomas Sibley To: rt-users at lists.bestpractical.com Sent: Friday, March 2, 2012 11:59 AM Subject: Re: [rt-users] Simple search "link" creation? On 03/02/2012 01:53 PM, Joseph Spenner wrote: >> Gerard: >> ? Thanks!? That's exactly what I needed!? Got the syntax for a specific >> queue and product: >Note that you can always build the search in the RT web interface and >then view the results and copy the link as well. -------- Thomas: ? I was thinking this initially, but it appears RT does a POST such that the string itself does not show up on the URL.? Unless you are talking about something different?? If I build the search, the URL is simply: ??? http://myrt/Search/Build.html ?However, if I then click on the "Advanced" tab, I can see the pieces of the search-- but even this isn't completely compatible with the string needed for the full URL. From trs at bestpractical.com Fri Mar 2 15:14:14 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 02 Mar 2012 15:14:14 -0500 Subject: [rt-users] Simple search "link" creation? In-Reply-To: <1330718192.35247.YahooMailNeo@web30301.mail.mud.yahoo.com> References: <1330710294.5612.YahooMailNeo@web30306.mail.mud.yahoo.com> <4F510F2D.80408@eve-team.com> <1330714422.52613.YahooMailNeo@web30305.mail.mud.yahoo.com> <4F511889.3060504@bestpractical.com> <1330718192.35247.YahooMailNeo@web30301.mail.mud.yahoo.com> Message-ID: <4F512A16.3030308@bestpractical.com> On 03/02/2012 02:56 PM, Joseph Spenner wrote: > I was thinking this initially, but it appears RT does a POST such > that the string itself does not show up on the URL. Unless you are > talking about something different? If I build the search, the URL is > simply: > > http://myrt/Search/Build.html Click "Show Results". The URL will then be the link you want. From JHZhang at mdanderson.org Fri Mar 2 15:16:06 2012 From: JHZhang at mdanderson.org (Zhang,Jun) Date: Fri, 2 Mar 2012 14:16:06 -0600 Subject: [rt-users] Transitory error on login (LDAP against AD) In-Reply-To: <4F510F76.4080206@bestpractical.com> References: <666F632E7E51A24BB99BC7AF7CFD41D44EBB8AEA@OLE2K7CCR1.ad.garmin.com> <5685E4FBA752A441B1975A77A77CD6483C3379944C@DCPWVMBXC1VS2.mdanderson.edu> <4F5109D3.6040708@bestpractical.com> <5685E4FBA752A441B1975A77A77CD6483C3379945F@DCPWVMBXC1VS2.mdanderson.edu> <4F510F76.4080206@bestpractical.com> Message-ID: <5685E4FBA752A441B1975A77A77CD6483C337994AF@DCPWVMBXC1VS2.mdanderson.edu> Thoms, Is restarting httpd the only thing needed after modifying RT_SiteConfig.pm? Jun -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Friday, March 02, 2012 12:21 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Transitory error on login (LDAP against AD) On 03/02/2012 01:16 PM, Zhang,Jun wrote: > Thomas, > Since I'm new to RT, could you please tell where I did wrong in configuration? May be I need to change the order of the ExternalAuthPriority. Below is my RT_SiteConfig.pm file content. Remove My_MySQL from ExternalAuthPriority and remove the entire My_MySQL block from ExternalSettings. > Set($ExternalAuthPriority, [ 'My_MySQL', > 'My_LDAP' > ] > ); > Set($ExternalServiceUsesSSLorTLS, 0); > Set($AutoCreateNonExternalUsers, 0); > Set($ExternalSettings, { > 'My_MySQL' => { > 'type' => 'db', > 'server' => 'dqsrt.mdanderson.edu', > 'database' => 'rt4', > 'table' => 'Users', > 'user' => 'rt_user', > 'pass' => 'password', > 'port' => '3306', > 'dbi_driver' => 'mysql', > 'u_field' => 'Name', > 'p_field' => 'Password', > 'p_enc_pkg' => 'Crypt::MySQL', > 'p_enc_sub' => 'password', > 'd_field' => 'disabled', > 'd_values' => ['0'], > 'attr_map' => { 'Name' => 'Name', } > }, [snipped] -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012 From JHZhang at mdanderson.org Fri Mar 2 15:23:20 2012 From: JHZhang at mdanderson.org (Zhang,Jun) Date: Fri, 2 Mar 2012 14:23:20 -0600 Subject: [rt-users] Transitory error on login (LDAP against AD) In-Reply-To: References: <666F632E7E51A24BB99BC7AF7CFD41D44EBB8AEA@OLE2K7CCR1.ad.garmin.com> <5685E4FBA752A441B1975A77A77CD6483C3379944C@DCPWVMBXC1VS2.mdanderson.edu> <4F5109D3.6040708@bestpractical.com> <5685E4FBA752A441B1975A77A77CD6483C3379945F@DCPWVMBXC1VS2.mdanderson.edu> Message-ID: <5685E4FBA752A441B1975A77A77CD6483C337994B5@DCPWVMBXC1VS2.mdanderson.edu> I didn't use the real password. Authentication works against AD, does that mean a short user name could be used? Thank you very much for raising the question. At this stage, I'm sure about nothing. Jun From: Ryan Backman [mailto:rbackman at georgefox.edu] Sent: Friday, March 02, 2012 12:56 PM To: Zhang,Jun Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Transitory error on login (LDAP against AD) Your My_LDAP 'user' needs to be the fully qualified 'CN=s_dqs_svn,ou=people,dc=mdanderson,dc=edu'. And I hope that is a bogus password! Otherwise, I would change it. =+=+=+=+=+=+=+=+=+ Ryan Backman Programmer / Analyst George Fox University =+=+=+=+=+=+=+=+=+ On Fri, Mar 2, 2012 at 10:16 AM, Zhang,Jun > wrote: Thomas, Since I'm new to RT, could you please tell where I did wrong in configuration? May be I need to change the order of the ExternalAuthPriority. Below is my RT_SiteConfig.pm file content. Thanks. Jun Set( $DatabaseUser, 'rt_user' ); Set( $CorrespondAddress, 'x2 at mdanderson.org' ); Set( $rtname, 'xrt.mdanderson.edu' ); Set( $DatabaseRequireSSL, '' ); Set( $WebPort, '80' ); Set( $Organization, 'mdanderson.edu' ); Set( $DatabaseType, 'mysql' ); Set( $DatabasePort, '' ); Set( $DatabasePassword, 'password' ); Set( $DatabaseAdmin, 'root' ); Set( $SendmailPath, '/usr/sbin/sendmail' ); Set( $WebDomain, 'xrt.mdanderson.edu' ); Set( $DatabaseAdminPassword, '' ); Set( $CommentAddress, 'x at mdanderson.org' ); Set( $DatabaseHost, 'localhost' ); Set( $DatabaseName, 'rt4' ); Set( $OwnerEmail, 'x2 at mdanderson.org' ); Set( @Plugins, qw(RT::Authen::ExternalAuth) ); Set($ExternalAuthPriority, [ 'My_MySQL', 'My_LDAP' ] ); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { 'My_MySQL' => { 'type' => 'db', 'server' => 'dqsrt.mdanderson.edu', 'database' => 'rt4', 'table' => 'Users', 'user' => 'rt_user', 'pass' => 'password', 'port' => '3306', 'dbi_driver' => 'mysql', 'u_field' => 'Name', 'p_field' => 'Password', 'p_enc_pkg' => 'Crypt::MySQL', 'p_enc_sub' => 'password', 'd_field' => 'disabled', 'd_values' => ['0'], 'attr_map' => { 'Name' => 'Name', } }, 'My_LDAP' => { 'type' => 'ldap', 'server' => 'dcpwpdc1.mdanderson.edu', 'user' => 's_dqs_svn', 'pass' => 'Juoo9k88', 'base' => 'ou=people,dc=mdanderson,dc=edu', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'attr_map' => { 'Name' => 'samaccountname', 'EmailAddress' => 'mail', 'Organization' => 'physicaldeliveryofficename', 'RealName' => 'gecos', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'gecos', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' } } } ); 1; -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Friday, March 02, 2012 11:57 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Transitory error on login (LDAP against AD) On 03/02/2012 12:48 PM, Zhang,Jun wrote: > I got the same error and I understand this must be minors, since my AD > user is authenticated. The Users table in my rt4 database doesn't have > a column called 'disable'. Removing the d_field line in > RT_SiteConfig.pm and the error no longer show up. Looks like a bug. It is a severe misconfiguration to add the internal RT Users table as a DBI auth source in RT::Authen::ExternalAuth. Don't do that. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012 -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012 -------------- next part -------------- An HTML attachment was scrubbed... URL: From joseph85750 at yahoo.com Fri Mar 2 15:36:21 2012 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Fri, 2 Mar 2012 12:36:21 -0800 (PST) Subject: [rt-users] Simple search "link" creation? In-Reply-To: <4F512A16.3030308@bestpractical.com> References: <1330710294.5612.YahooMailNeo@web30306.mail.mud.yahoo.com> <4F510F2D.80408@eve-team.com> <1330714422.52613.YahooMailNeo@web30305.mail.mud.yahoo.com> <4F511889.3060504@bestpractical.com> <1330718192.35247.YahooMailNeo@web30301.mail.mud.yahoo.com> <4F512A16.3030308@bestpractical.com> Message-ID: <1330720581.46322.YahooMailNeo@web30303.mail.mud.yahoo.com> ________________________________ From: Thomas Sibley To: rt-users at lists.bestpractical.com Sent: Friday, March 2, 2012 1:14 PM Subject: Re: [rt-users] Simple search "link" creation? On 03/02/2012 02:56 PM, Joseph Spenner wrote: >> I was thinking this initially, but it appears RT does a POST such >> that the string itself does not show up on the URL.? Unless you are >> talking about something different?? If I build the search, the URL is >> simply: >> >> http://myrt/Search/Build.html >Click "Show Results".? The URL will then be the link you want. >-------- Ok, I get a really big URL: http://myrt/Search/Results.html?Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%27%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0A%27__Status__%27%2C%0A%27__QueueName__%27%2C%0A%27__OwnerName__%27%2C%0A%27__Priority__%27%2C%0A%27__NEWLINE__%27%2C%0A%27%27%2C%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27&Order=ASC|ASC|ASC|ASC&OrderBy=id|||&Query=Queue%20%3D%20%27My%20Stuff%27&RowsPerPage=50&SavedChartSearchId=new But it does work, too. Thanks for the info! From diaulas.castro at intersolution.inf.br Fri Mar 2 16:05:04 2012 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Fri, 2 Mar 2012 21:05:04 +0000 Subject: [rt-users] RES: Customer cannot see tickets with active custom status In-Reply-To: <4F511DA6.5070700@bestpractical.com> References: <3B9178D874F56F47B616AB50C01F7B7701DF2742@GRUPRD8002MB111.lamprd80.prod.outlook.com> <4F511DA6.5070700@bestpractical.com> Message-ID: <3B9178D874F56F47B616AB50C01F7B7701DF7DAB@GRUPRD8002MB111.lamprd80.prod.outlook.com> My RT_SiteConfig.pm # This file was generated by running "update-rt-siteconfig-4". # # While local modifications will not be overwritten without permission, # it is recommended the they are instead placed in # /etc/request-tracker4/RT_SiteConfig.d # # Note that modifications to the RT_SiteConfig.d directory won't # take effect until the update command mentioned above is run again. # start /etc/request-tracker4/RT_SiteConfig.d/40-timezone # dynamically find out the current timezone my $zone = "UTC"; $zone=`/bin/cat /etc/timezone` if -f "/etc/timezone"; chomp $zone; Set($Timezone, $zone); # end /etc/request-tracker4/RT_SiteConfig.d/40-timezone # start /etc/request-tracker4/RT_SiteConfig.d/50-debconf # THE BASICS: Set($rtname, 'rt'); Set($Organization, 'ticket.XXXX'); Set($CorrespondAddress , 'ticket at XXX'); Set($CommentAddress , 'rt-comment at XXXX'); Set($RTAddressRegexp , 'ticket at XXXX'); # Aumentar linhas na visualizacao do chamado dentro do RT Set($MaxInlineBody, 100000); #Set($PreferRichText, 1); Set($TrustHTMLAttachments, 1); # THE WEBSERVER: Set($WebPath , "/rt"); Set($WebBaseURL , "http://rt.XXXX.inf.br"); # end /etc/request-tracker4/RT_SiteConfig.d/50-debconf # start /etc/request-tracker4/RT_SiteConfig.d/51-dbconfig-common # THE DATABASE: # generated by dbconfig-common # map from dbconfig-common database types to their names as known by RT my %typemap = ( mysql => 'mysql', pgsql => 'Pg', sqlite3 => 'SQLite', ); Set($DatabaseType, $typemap{mysql} || "UNKNOWN"); Set($DatabaseHost, 'localhost'); Set($DatabasePort, ''); Set($DatabaseUser , 'rtuser'); Set($DatabasePassword , 'XXXXX'); # SQLite needs a special case, since $DatabaseName must be a full pathname my $dbc_dbname = 'rtdb'; if ( "mysql" eq "sqlite3" ) { Set ($DatabaseName, '' . '/' . $dbc_dbname); } else { Set ($DatabaseName, $dbc_dbname); } # end /etc/request-tracker4/RT_SiteConfig.d/51-dbconfig-common 1; #Set(@Plugins, qw( # RT::Extension::QueueWizard #)); # RT::FM #)); #Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); Set($AutoCreate, {Privileged => 1, Lang => 'en-us'}); Set(@LexiconLanguages, qw(en)); Set($DateDayBeforeMonth , 1); Set( %GnuPG,Enable => 0); $MailCommand = 'mail'; Set($LogToSyslog , 'debug'); Set($LogToScreen , 'error'); Set($LogToFile , 'debug'); Set($LogDir, '/var/log/request-tracker4/'); Set($LogToFileNamed , "rt.log"); #log to rt.log Set($NotifyActor, '1'); Set($ParseNewMessageForTicketCcs , '1'); Set($ForwardFromUser, '1'); Set(%Lifecycles, default => { initial => [ 'new' ], active => [ 'open', 'scheduled', 'started', 'waiting_customer' ], inactive => [ 'resolved', 'rejected', 'deleted', 'plantao', 'report' , 'stalled' ], defaults => { on_create => 'new', on_merge => 'resolved', approved => 'open', denied => 'rejected', }, transitions => { '' => [qw(new open resolved)], new => [qw(open stalled scheduled started resolved rejected deleted waiting_customer plantao report)], open => [qw(stalled scheduled started resolved rejected deleted waiting_customer plantao report)], scheduled => [qw(open stalled started resolved rejected deleted waiting_customer plantao report)], started => [qw(open stalled scheduled resolved rejected deleted waiting_customer plantao report)], stalled => [qw(open scheduled started rejected resolved deleted waiting_customer plantao report)], resolved => [qw(open scheduled started stalled rejected deleted waiting_customer plantao report)], rejected => [qw(open scheduled started stalled resolved deleted waiting_customer plantao report)], deleted => [qw(open stalled rejected resolved waiting_customer plantao report)], report => [qw(open plantao stalled scheduled started resolved rejected deleted waiting_customer plantao relatorio)], plantao => [qw(open report stalled scheduled started resolved rejected deleted waiting_customer plantao relatorio)], waiting_customer => [qw(open stalled scheduled started resolved rejected deleted plantao report)], }, rights => { '* -> deleted' => 'DeleteTicket', '* -> *' => 'ModifyTicket', }, actions => [ 'new -> open' => { label => 'Open It', update => 'Respond' }, 'new -> resolved' => { label => 'Resolve', update => 'Comment' }, 'new -> rejected' => { label => 'Reject', update => 'Respond' }, 'new -> started' => { label => 'Start It', update => 'Respond' }, 'new -> scheduled' => { label => 'Schedule', update => 'Respond' }, 'new -> waiting_customer' => { label => 'Wait Customer', update => 'Respond' }, 'new -> deleted' => { label => 'Delete' }, 'new -> planto' => { label => 'Plantao', update => 'Respond' }, 'new -> report' => { label => 'Relatorio', update => 'Respond' }, 'open -> stalled' => { label => 'Stall', update => 'Comment' }, 'open -> resolved' => { label => 'Resolve', update => 'Comment' }, 'open -> rejected' => { label => 'Reject', update => 'Respond' }, 'stalled -> open' => { label => 'Open It' }, 'resolved -> open' => { label => 'Re-open', update => 'Comment' }, 'rejected -> open' => { label => 'Re-open', update => 'Comment' }, 'deleted -> open' => { label => 'Undelete' }, ], }, ); Att. Diaulas Castro Consultor Linux / Microsoft InterSolution Inform?tica Tel.: (55 11) 3443-1472 www.intersolution.inf.br Oracle Certified Partner -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Thomas Sibley Enviada em: sexta-feira, 2 de mar?o de 2012 16:21 Para: rt-users at lists.bestpractical.com Assunto: Re: [rt-users] Customer cannot see tickets with active custom status On 02/29/2012 05:37 PM, Diaulas Castro wrote: > Fragment of active status in LifeCycles > > active => [ 'open', 'scheduled', 'started', 'waiting_customer' > ], > > > > Fragment of inactive status: > > inactive => [ 'resolved', 'rejected', 'deleted', 'plantao', > 'report' , 'stalled' ] > > > > On ?SelfService/Open Tickets? tickets with status waiting_customer > isn?t showing but my inactives custom status shows on > ?SelfService/Closed Tickets? Both self service pages should take into account your lifecycle statuses. Please show us your full RT_SiteConfig.pm. > Another question, how can I create another menu to show all tickets > except by deleted ones? Customizing menus: http://requesttracker.wikia.com/wiki/Menus -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012 From Kendric.Beachey at garmin.com Fri Mar 2 15:58:13 2012 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Fri, 2 Mar 2012 14:58:13 -0600 Subject: [rt-users] Transitory error on login (LDAP against AD) In-Reply-To: <4F511CD7.1090309@bestpractical.com> References: <666F632E7E51A24BB99BC7AF7CFD41D44EBB8AEA@OLE2K7CCR1.ad.garmin.com> <5685E4FBA752A441B1975A77A77CD6483C3379944C@DCPWVMBXC1VS2.mdanderson.edu> <666F632E7E51A24BB99BC7AF7CFD41D44EBB8B4E@OLE2K7CCR1.ad.garmin.com> <4F511CD7.1090309@bestpractical.com> Message-ID: <666F632E7E51A24BB99BC7AF7CFD41D44EBB8BB0@OLE2K7CCR1.ad.garmin.com> OOPS, I forgot I had shut off list mail delivery some time ago, so I only saw Jun's first response (because it CCed me). Thanks for mentioning there were other messages, Thomas. The reason for authenticating against LDAP and the internal system was that (for a time, at least) our users around the world did not all authenticate in the same way. US used one LDAP, UK used a different LDAP, Taiwan used the internal table. At this point I think we actually do have everybody using AD, so I will go ahead and remove the internal part from the config and give that a shot. -- Kendric -----Original Message----- From: Thomas Sibley [mailto:trs at bestpractical.com] Sent: Friday, March 02, 2012 1:18 PM To: rt-users at lists.bestpractical.com Cc: Beachey, Kendric Subject: Re: [rt-users] Transitory error on login (LDAP against AD) On 03/02/2012 02:05 PM, Beachey, Kendric wrote: > HEY! That solved the problem! Thanks so much Jun :-) You just created another problem, which is now ExternalAuth looks at the internal RT users table. It should _not_ be configured to do this. > It's interesting that this section of the stock config file refers > correctly to the stock Users table, except for including references > to this column that isn't part of the table. Please read my other responses to your email which I sent to the list. This e-mail and any attachments may contain confidential material for the sole use of the intended recipient. If you are not the intended recipient, please be aware that any disclosure, copying, distribution or use of this e-mail or any attachment is prohibited. If you have received this e-mail in error, please contact the sender and delete all copies. Thank you for your cooperation. From trs at bestpractical.com Fri Mar 2 16:48:19 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 02 Mar 2012 16:48:19 -0500 Subject: [rt-users] Transitory error on login (LDAP against AD) In-Reply-To: <666F632E7E51A24BB99BC7AF7CFD41D44EBB8BB0@OLE2K7CCR1.ad.garmin.com> References: <666F632E7E51A24BB99BC7AF7CFD41D44EBB8AEA@OLE2K7CCR1.ad.garmin.com> <5685E4FBA752A441B1975A77A77CD6483C3379944C@DCPWVMBXC1VS2.mdanderson.edu> <666F632E7E51A24BB99BC7AF7CFD41D44EBB8B4E@OLE2K7CCR1.ad.garmin.com> <4F511CD7.1090309@bestpractical.com> <666F632E7E51A24BB99BC7AF7CFD41D44EBB8BB0@OLE2K7CCR1.ad.garmin.com> Message-ID: <4F514023.1070705@bestpractical.com> On 03/02/2012 03:58 PM, Beachey, Kendric wrote: > The reason for authenticating against LDAP and the internal system > was that (for a time, at least) our users around the world did not > all authenticate in the same way. US used one LDAP, UK used a > different LDAP, Taiwan used the internal table. > > At this point I think we actually do have everybody using AD, so I > will go ahead and remove the internal part from the config and give > that a shot. RT::Authen::ExternalAuth _always_ falls back to internal RT auth. You don't need to configure it to do so. It's called _external_ auth for a reason. From falcone at bestpractical.com Fri Mar 2 12:31:38 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 2 Mar 2012 12:31:38 -0500 Subject: [rt-users] RT4 make initialize-database fails In-Reply-To: <20120301184427.x6k8b9um0w00k8oc-wbaqbena@webmail.spamcop.net> References: <20120301184427.x6k8b9um0w00k8oc-wbaqbena@webmail.spamcop.net> Message-ID: <20120302173138.GK3467@jibsheet.com> On Thu, Mar 01, 2012 at 06:44:27PM -0600, Jonathon Doran wrote: > Sorry if this is a duplicate, but I noticed that I sent this message from > a different email account, so I assume it was hung up in moderation if not > disposed of entirely. > > I installed RT3 last week, and was having some problems getting it to work. > I then saw that RT4 was released (Earlier I used the package for FC16), > so I downloaded that (4.0.5) and built it. This is also running on FC16. > All packages are up to date, including CPAN stuff. Did you install RT3 from packages? It appears you have an old copy of RT's ACL.pm from RT3 somewhere on your system and the RH packages place all the RT libraries into the default perl library paths. -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 Mar 2 12:15:53 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 2 Mar 2012 12:15:53 -0500 Subject: [rt-users] Customer cannot see tickets with active custom status In-Reply-To: <3B9178D874F56F47B616AB50C01F7B7701DF2742@GRUPRD8002MB111.lamprd80.prod.outlook.com> References: <3B9178D874F56F47B616AB50C01F7B7701DF2742@GRUPRD8002MB111.lamprd80.prod.outlook.com> Message-ID: <20120302171553.GG3467@jibsheet.com> On Wed, Feb 29, 2012 at 10:37:42PM +0000, Diaulas Castro wrote: > > Hello, > My setup of RT is ubuntu 11.10 with RT 4.0.1, I've setup some custom status on LifeCycles and they are working pretty well except when my customer want to see all active tickets. > > Fragment of active status in LifeCycles > active => [ 'open', 'scheduled', 'started', 'waiting_customer' ], > > Fragment of inactive status: > inactive => [ 'resolved', 'rejected', 'deleted', 'plantao', 'report' , 'stalled' ] > > On "SelfService/Open Tickets" tickets with status waiting_customer isn't showing but my inactives custom status shows on "SelfService/Closed Tickets" I can't replicate this on a clean 4.0.5. Have you customized the self service at all? It requests a list of all possibly active statuses to use in the search, so if this is breaking, it's most likely because the Requestor can't see a ticket in some queue. > Another question, how can I create another menu to show all tickets except by deleted ones? Which result is showing delete tickets? I don't see them in either Open or Closed tickets. -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 Mar 2 12:24:21 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 2 Mar 2012 12:24:21 -0500 Subject: [rt-users] AD user logged in, but no ticket is seen In-Reply-To: <5685E4FBA752A441B1975A77A77CD6483C317CA041@DCPWVMBXC1VS2.mdanderson.edu> References: <5685E4FBA752A441B1975A77A77CD6483C317CA041@DCPWVMBXC1VS2.mdanderson.edu> Message-ID: <20120302172421.GH3467@jibsheet.com> On Thu, Mar 01, 2012 at 01:44:23PM -0600, Zhang,Jun wrote: > Ldap user authentication seems to work using RT-Authen-ExternalAuth. An AD user can login and > create tickets in a queue, but next time the same user logged in he sees no open/closed > tickets. Only root user can see all the tickets. > > Cannot add user rights to the AD user. Once I put the AD user name in the field and check a > box, it will say "Invalid username". Use the search on Tools -> Configuration -> Users to confirm the username that is being imported, then you can add the user to a group and grant it rights. It's quite likely the user is Unprivileged and needs to be made Privileged. You should not configure RT-Authen-ExternalAuth to talk back to mysql for the RT database. For starters, Crypt::MySQL won't work, and it isn't necessary, if LDAP fails, RT will look for an internal password anyway. > > Set($ExternalAuthPriority, [ 'My_MySQL', > > 'My_LDAP' > > ] > > ); > > Set($ExternalServiceUsesSSLorTLS, 0); > > Set($AutoCreateNonExternalUsers, 0); > > Set($ExternalSettings, { > > 'My_MySQL' => { > > 'type' => 'db', > > 'server' => > 'dqsrt.mdanderson.edu', > > 'database' => 'rt4', -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Mar 2 11:48:10 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 2 Mar 2012 11:48:10 -0500 Subject: [rt-users] Problems with new users In-Reply-To: <4F467255.4070906@linguamatics.com> References: <4F3581E5.7090709@linguamatics.com> <20120213170658.GH96259@jibsheet.com> <4F3AC299.7040208@linguamatics.com> <20120214205149.GU96259@jibsheet.com> <4F3AD3D3.6040405@linguamatics.com> <20120214224431.GV96259@jibsheet.com> <4F467255.4070906@linguamatics.com> Message-ID: <20120302164810.GB3467@jibsheet.com> On Thu, Feb 23, 2012 at 12:07:33PM -0500, Scott Pestana wrote: > Kevin, > We're setting up a new development RT server to try to pick apart our issues (and also as > a staging platform for RT upgrades). In that spirit I thought I'd ask you to look over the > RT_SiteConfig.pm I've set up based on our existing instances (don't worry its short, and > attached). After our conversations, I think I want to make these changes: > > - Set($AutoCreate, {Privileged=>1}); > + Set($AutoCreate, {Privileged=>0}); This only affects people logging in using the UI. This changes from making them Privileged to the default of making them Unprivileged. Users who email first will always be Unprivileged. > - 'attr_match_list' => [ 'EmailAddress' ] > + 'attr_match_list' => [ 'EmailAddress', > + 'uid' ], attr_match_list is (quoting from the documentation) # The list of RT attributes that uniquely identify a user uid is not an RT attribute.# > Then I will want to install from CPAN RT::Extension::LDAPImport.pm (hm, that author's name > seems familiar...) and then set up a RT_User_Update.pl script that will look something like > this (based on the CPAN documentation): Why not just use the provided rtldapimport script? It's documented in the README along with all the config options. You may want to test the development release made by my colleague, 0.32_02, it has a number of useful enhancements. You've still never really answered why you think the problem user is "associated with an old queue that was used for testing" but I believe your problem is that you need to add this user to the Groups in your system that have rights. -kevin > #/usr/bin/perl > #RT_User_Update.pl - NSP 20120222 > use RT; > use RT::Extension::LDAPImport; > Set($LDAPHost,'[1]ldap://ldapserver.linguamatics.com'); #CPAN leaves out the $.... > Set($LDAPUSER,''); # again > Set($LDAPPassword,''); # and again > connect_ldap(); > > #Mirror RT_SiteConfig.pm for the Attribute Mapping: > Set($LDAPMapping, { 'Name' => 'uid', 'EmailAddress' => 'mail', 'RealName' => 'cn', > 'ExternalAuthId' => 'uid', 'Gecos' => 'gecos' }; > > #Pull in the records since last time: > import_users( 'import' => 1 ); > > #Clean up > disconnect_ldap(); > > 1; > > And then we'll run that perl script on our RT server (owlwoman, etc) whenever new > employees come on board (and have been entered into LDAP). Does this make sense? > > -Scott > > On 2/14/2012 5:44 PM, Kevin Falcone wrote: > > On Tue, Feb 14, 2012 at 04:36:19PM -0500, Scott Pestana wrote: > > That's correct, we don't want him to have special privileges; > other than the ability to see status of tickets that he > opened/requested. Oddly enough we have another employee who started > at roughly the same time as Ian, and Tracy doesn't have this issue, > nor does she have an un-privileged Privileged User. When she logs > in she gets a view similar to mine (I'm on IT Support, have > privileges, and haven't had an issue). At least that's what my > memory tells me. I'm going to check on this tomorrow to see what > her experience as a user is, I could be wildly wrong about this. > > This sounds like you may want this user to just be Unprivileged and > use the SelfService interface. You'll still need to hand out some > rights so that Requestors can see their own tickets, etc. > > However, you can go compare this user and Tracy's group memberships > from the Memberships tab on their user page and I suspect Tracy will > be in groups and Ian isn't or that Tracy has tickets requested but Ian > doesn't. Also, if Ian's user record had no Email Address then RT has > no way to associate his tickets with the logged in user (See my later > comment about how RT can't know the user's email address). > > > When he logs in and goes to the "RT at a glance" page ( > rt/index.html ), his view (to me) implies he's associated with a > queue that was originally set up for testing. > > What about it makes you think he is accessing a testing queue? > It just sounds like he has no rights in the system. > > > I'm not sure I understand it either. ;) We are using a rather > complex set up with apache spread across multiple servers performing > different roles, all united by SSO on the apache instance acting as > a gateway. The credentials are (I believe) passed through so an > employee only needs to authenticate once for all of our internal > resources. We are also getting closer to using Kerberos/Domain > authentication for seamless SSO for our windows users. > > That makes more sense, you're authing with SSO and trying to pull > information from LDAP. However, your LDAP is keyed to look up on > email address and when someone logs in via the web UI, there's no way > to have their email address (think about it, RT only gets the username > they logged in with, not their email address which is stored in LDAP). > Often, ExternalAuth is keyed to look up on Username *and* > EmailAddress, but yours is configured for just EmailAddress. > > > Based on this I think our issues stem from him logging in via > the web before opening a ticket via email. Funnily enough when he > emailed IT support for help with something around the office, the RT > system worked like a charm. I'm starting to think I may be > over-thinking this entire situation... > > This also supports my above comment, since someone emailing into your > system *would* be able to find their LDAP account, because RT has > their email account. > > It sounds like many of these problems could be solved with > RT-Extension-LDAPImport pulling users into the system so they'll exist > before sending email or logging into the system. > > -kevin > > -------- > RT Training Sessions ([2]http://bestpractical.com/services/training.html) > * Boston -- March 5 & 6, 2012 > > -- > N. Scott Pestana > IT Infrastructure > Linguamatics > 275 Grove Street, Suite 2-400 > Newton, MA 02466 > > Tel: +1-774-571-7135 > > US Tel: +1-617-674-3256 > UK Tel: 011-44-1223-421360 > UK Fax: 011-44-1223-421361 > Web: [3]www.linguamatics.com > > References > > Visible links > 1. file:///Users/falcone/tmp/ldap:/ldapserver.linguamatics.com > 2. http://bestpractical.com/services/training.html > 3. http://www.linguamatics.com/ > # Any configuration directives you include here will override > # RT's default configuration file, RT_Config.pm > # > # To include a directive here, just copy the equivalent statement > # from RT_Config.pm and change the value. We've included a single > # sample value below. > # > # This file is actually a perl module, so you can include valid > # perl code, as well. > # > # The converse is also true, if this file isn't valid perl, you're > # going to run into trouble. To check your SiteConfig file, use > # this comamnd: > # > # perl -c /path/to/your/etc/RT_SiteConfig.pm > # > # You must restart your webserver after making changes to this file. > > Set( $rtname, 'Linguamatics Dev'); > > # You must install Plugins on your own, this is only an example > # of the correct syntax to use when activating them. > # There should only be one @Plugins declaration in your config file. > #Set(@Plugins,(qw(RT::Extension::QuickDelete RT::Extension::CommandByMail))); > Set(@Plugins, qw(RT::Authen::ExternalAuth)); > > Set($rtname, 'Linguamatics'); > Set($Organization, 'linguamatics.com'); > Set($DatabaseUser, '######################'); > Set($DatabasePassword, '######################'); > Set($DatabaseName, '######################'); > Set($DatabaseHost, "db.linguamatics.com"); > Set($DatabaseRTHost, "db.linguamatics.com"); > > # GRANT ALL PRIVILEGES ON rt_dev.* TO 'rt_devuser'@'owlwoman.linguamatics.com' IDENTIFIED BY 'rt_d3vus3r'; > > #Set(%FullTextSearch, Enable => 1, Indexed => 0, ); > Set( %FullTextSearch, > Enable => 1, > Indexed => 1, > Table => 'AttachmentsIndex', > MaxMatches => '10000', > ); > > Set( $CanonicalizeEmailAddressMatch, '@owlwoman\.linguamatics\.com$' ); > Set( $CanonicalizeEmailAddressReplace, '@linguamatics.com '); > #Set($RTAddressRegexp,qr{^(?:(?:rt_dev(?:|-comment)|testsupport(?:|-comment))\@(owlwoman\.)?linguamatics\.com)$}i); > Set($RTAddressRegexp,qr{^(?:rt-dev(?:|-comment)\@(?:owlwoman\.)?linguamatics\.com)$}i); > Set($OwnerEmail , 'sysadmin at linguamatics.com'); > Set($CorrespondAddress, 'rt-dev at linguamatics.com'); > Set($CommentAddress, 'rt-dev-comment at linguamatics.com'); > Set($Timezone, 'Europe/London'); > Set($UseFriendlyToLine, 1); > Set($FriendlyFromLineFormat, "\"%s\" <%s>"); > > Set($WebPath, '/local/rt-dev'); > Set($WebDomain, 'owlwoman.linguamatics.com'); > Set($WebBaseURL, 'https://secure.linguamatics.com'); > Set($CanonicalizeRedirectURLs, 1); > Set($ParseNewMessageForTicketCcs, 1); > Set($WebExternalAuth, 1); > Set($WebExternalAuto, 1); > Set($AutoCreate, {Privileged=>1}); > > Set($ExternalAuthPriority, ['Lingua_LDAP']); > Set($ExternalInfoPriority, ['Lingua_LDAP']); > Set($ExternalServiceUsesSSLorTLS, 0); > Set($AutoCreateNonExternalUsers, 1); > Set($ExternalSettings, { > 'Lingua_LDAP' => { > 'type' => 'ldap', > 'server' => 'ldapserver.linguamatics.com', > 'base' => 'ou=users,dc=linguamatics,dc=com', > 'filter' => '(|(objectClass=posixAccount)(objectClass=account))', > 'tls' => 0, > 'net_ldap_args' => [ version => 3 ], > 'attr_match_list' => [ 'EmailAddress' ], > 'attr_map' => { 'Name' => 'uid', > 'EmailAddress' => 'mail', > 'RealName' => 'cn', > 'ExternalAuthId' => 'uid', > 'Gecos' => 'gecos' > } > # 'group' => 'cn=staff,ou=Groups,dc=linguamatics,dc=com', > # 'group_attr' => 'memberUid', > # 'ssl_version' => 3, > # 'd_filter' => '(employeeType=other)' > } > }); > > =item C<$LogToFile>, C<$LogDir>, C<$LogToFileNamed> > Logging to a standalone file is also possible. The file needs to both > exist and be writable by all direct users of the RT API. > =cut > > Set($LogToFile, debug); > Set($LogDir, q{var/log}); > Set($LogToFileNamed, "rt.log"); #log to rt.log > > > 1; > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston ? March 5 & 6, 2012 -------------- 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 Mar 2 12:34:35 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 2 Mar 2012 12:34:35 -0500 Subject: [rt-users] AT 2.0 on RT 4.0.5 - Doesn't work In-Reply-To: References: <33377844.post@talk.nabble.com> <20120223161803.GY96259@jibsheet.com> <33379143.post@talk.nabble.com> <33428676.post@talk.nabble.com> Message-ID: <20120302173435.GL3467@jibsheet.com> On Fri, Mar 02, 2012 at 08:27:55AM -0600, Aaron Zuercher wrote: > Thats unfortunate but I understand people have lives to live and other priorities. > > I do have a question: is there a certain version of AT + RT that does work completely? I'm > running 3.8.11 and AT 2.0b2 and import/export is broken (i found a long bug report in github > about it). And this thread is for AT 4.0.5 which is broken as well. So is there a version in > the middle that actually works? That's probably a question best answered by the AT authors, they have more insight into compatibility than we do. -kevin > On Fri, Mar 2, 2012 at 8:14 AM, UnixMan <[1]senior.unix at gmail.com> wrote: > > I contacted the authors but they don't have the time to look into it. Looks > like it is dead in the water > > UnixMan wrote: > > > > Thanks Kevin, I haven't contacted the authors - thanks for the heads up. > > I'll contact them asap and then post what I find in case anyone else might > > have the same problem. > > > > > > > > Kevin Falcone-2 wrote: > >> > >> On Thu, Feb 23, 2012 at 05:41:57AM -0800, UnixMan wrote: > >>> > >>> I saved a search using "Importable spreadsheet" made a change and > >>> uploaded > >>> the same file through "Asset Import" and it said : > >>> > >>> * Asset import errors. No changes were made. > >>> * Asset #1 not updated: > >>> * Asset #2 not updated: > >>> * Asset #4 not updated: > >>> > >>> I've been searching all in vain for an answer but have not found > >>> anything > >>> relevant. > >> > >> Have you contacted the Asset Tracker authors? Best Practical doesn't > >> maintain Asset Tracker and the AT authors don't always monitor our > >> mailing list. You may need to reach out to them directly. > >> > >> -kevin > >> > >> > >> -------- > >> RT Training Sessions ([2]http://bestpractical.com/services/training.html) > >> * Boston * March 5 & 6, 2012 > >> > > > > > > -- > View this message in context: > [3]http://old.nabble.com/AT-2.0-on-RT-4.0.5---Doesn%27t-work-tp33377844p33428676.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -------- > RT Training Sessions ([4]http://bestpractical.com/services/training.html) > * Boston March 5 & 6, 2012 > > References > > Visible links > 1. mailto:senior.unix at gmail.com > 2. http://bestpractical.com/services/training.html > 3. http://old.nabble.com/AT-2.0-on-RT-4.0.5---Doesn%27t-work-tp33377844p33428676.html > 4. http://bestpractical.com/services/training.html > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston ? March 5 & 6, 2012 -------------- 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 Mar 2 11:42:57 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 2 Mar 2012 11:42:57 -0500 Subject: [rt-users] Plugin Permissions In-Reply-To: References: Message-ID: <20120302164257.GA3467@jibsheet.com> On Thu, Feb 23, 2012 at 05:02:39PM -0800, Ryan Backman wrote: > I have a question regarding standard permissions for plugins. I'm on RT 3.8.4. > I installed the AT plugin and am not seeing the link on my Homepage. I'm looking at a diff of > was added when I installed AT and am seeing this: You may wish to take this up with the Asset Tracker authors. Best Practical isn't responsible for AT, and the authors don't always monitor rt-users. -kevin > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/ > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/ > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/ > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/ > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/3.5-default/ > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/3.5-default/main.css/ > > -r--r--r-- root/staff 22 2012-02-23 16:18 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/3.5-default/main.css/End > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/3.4-compat/ > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/3.4-compat/main.css/ > > -r--r--r-- root/staff 22 2012-02-23 16:18 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/3.4-compat/main.css/End > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/web2/ > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/web2/main.css/ > > -r--r--r-- root/staff 22 2012-02-23 16:18 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/web2/main.css/End > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Ticket/ > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Ticket/ModifyLinks.html/ > > -r--r--r-- root/staff 1359 2012-02-23 16:18 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Ticket/ModifyLinks.html/BeforeActionList > > -r--r--r-- root/staff 341 2012-02-23 16:18 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Ticket/ModifyLinks.html/FormStart > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Ticket/Create.html/ > > -r--r--r-- root/staff 178 2012-02-23 16:18 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Ticket/Create.html/CreateLinks > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/autohandler/ > > -r--r--r-- root/staff 376 2012-02-23 16:18 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/autohandler/Default > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/ > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Header/ > > -r--r--r-- root/staff 2391 2012-02-23 16:18 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Header/Head > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/ > > -r--r--r-- root/staff 12546 2012-02-23 16:18 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Privileged > > -r--r--r-- root/staff 163 2012-02-23 16:18 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Default > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/EditLinks/ > > -r--r--r-- root/staff 888 2012-02-23 16:18 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/EditLinks/NewLink > > -r--r--r-- root/staff 301 2012-02-23 16:18 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/EditLinks/DeleteLinks > > -r--r--r-- root/staff 143 2012-02-23 16:18 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/EditLinks/NewLinks > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/ > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/index.html/ > > -r--r--r-- root/staff 302 2012-02-23 16:18 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/index.html/Default > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Elements/ > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Elements/SystemTabs/ > > -r--r--r-- root/staff 735 2012-02-23 16:18 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Elements/SystemTabs/Default > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Elements/CustomFieldTabs/ > > -r--r--r-- root/staff 725 2012-02-23 16:18 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Elements/CustomFieldTabs/Default > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Elements/Tabs/ > > -r--r--r-- root/staff 197 2012-02-23 16:18 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Elements/Tabs/Default > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Elements/GlobalCustomFieldTabs/ > > -r--r--r-- root/staff 548 2012-02-23 16:18 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Elements/GlobalCustomFieldTabs/Default > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Global/ > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Global/index.html/ > > -r--r--r-- root/staff 1081 2012-02-23 16:18 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Global/index.html/Default > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Global/CustomFields/ > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Global/CustomFields/index.html/ > > -r--r--r-- root/staff 576 2012-02-23 16:18 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Admin/Global/CustomFields/index.html/Default > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Tools/ > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Tools/index.html/ > > -r--r--r-- root/staff 217 2012-02-23 16:18 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Tools/index.html/Default > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Tools/Elements/ > > drwxr-s--- root/staff 0 2012-02-23 16:24 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Tools/Elements/Tabs/ > > -r--r--r-- root/staff 138 2012-02-23 16:18 > usr/local/share/request-tracker3.8/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Tools/Elements/Tabs/Default > Shouldn't I have read permissions for all on the Callbacks tree? > What is a typical owner/group for files? > =+=+=+=+=+=+=+=+=+ > Ryan Backman > Programmer / Analyst > George Fox University > 503.554.2576 > =+=+=+=+=+=+=+=+=+ > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston ? March 5 & 6, 2012 -------------- 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 Mar 2 12:07:15 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 2 Mar 2012 12:07:15 -0500 Subject: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make HTML::Mason In-Reply-To: <81579A7D7E41FC44AFD2FB9D8AD8C8820178C7168889@mov-srv-central> References: <81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932CD@mov-srv-central> <20120221194002.GO96259@jibsheet.com> <81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932DF@mov-srv-central> <20120222172635.GR96259@jibsheet.com> <81579A7D7E41FC44AFD2FB9D8AD8C8820178C709333E@mov-srv-central> <20120223161027.GV96259@jibsheet.com> <81579A7D7E41FC44AFD2FB9D8AD8C8820178C7168889@mov-srv-central> Message-ID: <20120302170715.GF3467@jibsheet.com> Please keep list replies on the list. On Wed, Feb 29, 2012 at 05:11:25PM +0000, Walid Haider wrote: > I tried your suggestion, but still same error. > > Any ideas as to what else I could try? I don't see where you answered this question. >> That sounds pretty broken. >> What's in /root/.cpan/build ? You can also always manually download HTML::Mason from something like http://search.cpan.org/dist/HTML-Mason untar it and perl Makefile.PL and see if you get a better error message by doing it manually. -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 Mar 2 12:28:10 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 2 Mar 2012 12:28:10 -0500 Subject: [rt-users] Attachment Management within a ticket In-Reply-To: References: Message-ID: <20120302172810.GI3467@jibsheet.com> On Thu, Mar 01, 2012 at 04:20:11PM -0500, Joe Kirby wrote: > Is there a way via RT to actually remove an attachment? I'm not sure if shredder exposes that in the UI for SuperUsers, but you can use the command line version of it (rt-shredder) to delete attachments. -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 Mar 2 12:37:58 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 2 Mar 2012 12:37:58 -0500 Subject: [rt-users] Custom database query from within RT In-Reply-To: <75B96AD150AB22458B839B06503D354C011FD5@SE-EX023.groupinfra.com> References: <75B96AD150AB22458B839B06503D354C011FD5@SE-EX023.groupinfra.com> Message-ID: <20120302173758.GM3467@jibsheet.com> On Fri, Mar 02, 2012 at 01:54:08PM +0000, Renney, Paul wrote: > On the create ticket form I need to act upon a change to a drop down menu for a custom field > (for this example 'Customer'), look up this value in a database table for a resulting default > priority, and change the value in the priority drop down. > > Ordinarily this wouldn't be hard in a basic HTML form, creating a db connection manually, but > I can't find where to start doing this within RT. I'm not sure where I should be putting my db > query code. Does RT allow me to put in a custom query somewhere and handle the db connection? > Would a scrip be suitable to do what I need? > > I've searched the mailing list and tutorials but can't find a similar problem. Specific files > to change and alternative ideas on how do this would be appreciated as I am new to RT. Are you doing your lookup inside RT's database or using an external database? It sounds like you either want code using RT's API or a DB connection running inside a Scrip. -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 Mar 2 11:52:30 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 2 Mar 2012 11:52:30 -0500 Subject: [rt-users] Add user as CC to Ticket In-Reply-To: References: <23037DC22CE8C3428E7636883099F1AAB816F90EB4@JXVXMP01.wwcorp.net> Message-ID: <20120302165230.GD3467@jibsheet.com> On Mon, Feb 27, 2012 at 11:39:24PM -0800, Kenneth Crocker wrote: > That would be the "Watch" right. Watch lets you add yourself as a Requestor or Cc, but not arbitrary users, that requires ModifyTicket. So, Christopher, it depends on what you need to achieve. -kevin > On Thu, Feb 23, 2012 at 1:30 PM, Christopher Lasater <[1]CLasater at taleo.com> wrote: > > Hey Guys, > > How do give someone the ability to add another user as a CC, without giving them the ability > to Modify the who ticket? > > Christopher Lasater > Technology Analyst I -------------- 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 Mar 2 12:30:34 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 2 Mar 2012 12:30:34 -0500 Subject: [rt-users] Subject in Template options In-Reply-To: <3BFA47E5-60BB-4EF8-BA78-8BD2949D36EB@umbc.edu> References: <3BFA47E5-60BB-4EF8-BA78-8BD2949D36EB@umbc.edu> Message-ID: <20120302173034.GJ3467@jibsheet.com> On Thu, Mar 01, 2012 at 04:42:57PM -0500, Joe Kirby wrote: > UMBC has a need to have the subject of an email option only the ticket id and subject of the > ticket. Unfortunately, RT really needs the full subject tag [$rtname_or_queuetag #ticketid] > The Subject: seems to be required for templates to work and that seems to always place Ticket > id & Queue name and our group does not want to see the queue You don't need to have a Subject line in your Templates, but RT will add the subject tag in regardless of what you do in the Template (it parses outgoing mail). What's the real requirement here? Without the rtname in the subject tag, RT can't differentiate between tickets from your RT and tickets from our RTs. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Mar 2 12:06:00 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 2 Mar 2012 12:06:00 -0500 Subject: [rt-users] outlook multipart/alternative problem, send plain text when attachments exist In-Reply-To: <050901ccf6ff$cb4e2010$61ea6030$@payam124.com> References: <050901ccf6ff$cb4e2010$61ea6030$@payam124.com> Message-ID: <20120302170600.GE3467@jibsheet.com> On Wed, Feb 29, 2012 at 08:02:56PM +0330, Payam Poursaied wrote: > Hi all > > We are working with 3.8.8. we have the following problem: > > When any HTML correspond/comment with attachments (i.e doc file) sent to RT from outlook (i.e. > outlook 2010), the system sends plain/text part rather than html part. > > I found that outlook 2010 and 2007 include multipart/alternative into the message so both > plain text and html version would be parsed by RT. > > I found this post: > > [1]http://lists.bestpractical.com/pipermail/rt-commit/2011-June/020321.html > > and tried to compare Transaction_Overlay.pm and EmailParser.pm from 3.8.11 and included newly > developed code into 3.8.8 but still no success. You likely want to read docs/templates.pod, but be aware that there have been a ton of bugfixes for that code since 3.8.8. You're better off upgrading, if you must stay on 3.8, at least target 3.8.11. -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 Mar 2 11:49:35 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 2 Mar 2012 11:49:35 -0500 Subject: [rt-users] rt-mailgate 302 Error. No, not Plack. In-Reply-To: References: <20120224221518.GD96259@jibsheet.com> Message-ID: <20120302164935.GC3467@jibsheet.com> Please - keep list replies on the list. On Fri, Feb 24, 2012 at 10:24:52PM +0000, Jourdan Perla wrote: > Fixed it. I was missing an Auth exclusion for the /REST/1.0/NoAuth > directory > > As for the RT logs, can't find them. And can't find out where they're > configured. Search in RT_Config.pm for the various Log config options and check their documentation. Then see what you have in your RT_SiteConfig.pm -kevin > > On 2/24/12 2:15 PM, "Kevin Falcone" wrote: > > >On Fri, Feb 24, 2012 at 08:54:00PM +0000, Jourdan Perla wrote: > >> Install of RT3.8 on Ubuntu 10.4 LTS. > >> I'm getting that pesky "302 Found" error as I'm trying to push mail > >>into my queues using > >> rt-mailqueue. > >> I've done the usual Googling and wiki hunts, and I've run out of > >>options. > >> - Aliases are working fine, it's a rt-mailgate error. > >> - Plack is up to date (0.9985). > >> - There's no extra '/'. It's finding rt-mailgate fine. > >> - Not configured for SSL. That's on my to-do list, and if I need to > >>bump that up, I will. > >> Command : /usr/bin/rt-mailgate --queue myqueue --action correspond > >>--url > >> http://myserver.com/rt -debug < test.msg > >> Output: > >> /usr/bin/rt-mailgate: temp file is '/tmp/TykSIIvN17' > >> /usr/bin/rt-mailgate: connecting to > >>http://myserver.com/rt/REST/1.0/NoAuth/mail-gateway > >> An Error Occurred > >> ================= > >> 302 Found > >> /usr/bin/rt-mailgate: undefined server error > >> Thoughts? > > > >What's in the RT logs. > > > >What's your test.msg. > > > >Also, Plack is only used in RT4 > > > >-kevin > >-------- > >RT Training Sessions (http://bestpractical.com/services/training.html) > >* Boston ? March 5 & 6, 2012 > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From paul.renney at logica.com Sun Mar 4 11:49:06 2012 From: paul.renney at logica.com (Renney, Paul) Date: Sun, 4 Mar 2012 16:49:06 +0000 Subject: [rt-users] Custom database query from within RT In-Reply-To: <20120302173758.GM3467@jibsheet.com> References: <75B96AD150AB22458B839B06503D354C011FD5@SE-EX023.groupinfra.com>, <20120302173758.GM3467@jibsheet.com> Message-ID: <75B96AD150AB22458B839B06503D354C012135@SE-EX023.groupinfra.com> Firstly, thanks for the reply. It's good news I can do it using RT's API. The data I am using can be in the RT database. I have looked for any documentation/examples/tutorials of how to use the API with custom tables but can't find any. Can anyone help here? Regards, Paul ________________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] on behalf of Kevin Falcone [falcone at bestpractical.com] Sent: 02 March 2012 17:37 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Custom database query from within RT On Fri, Mar 02, 2012 at 01:54:08PM +0000, Renney, Paul wrote: > On the create ticket form I need to act upon a change to a drop down menu for a custom field > (for this example 'Customer'), look up this value in a database table for a resulting default > priority, and change the value in the priority drop down. > > Ordinarily this wouldn't be hard in a basic HTML form, creating a db connection manually, but > I can't find where to start doing this within RT. I'm not sure where I should be putting my db > query code. Does RT allow me to put in a custom query somewhere and handle the db connection? > Would a scrip be suitable to do what I need? > > I've searched the mailing list and tutorials but can't find a similar problem. Specific files > to change and alternative ideas on how do this would be appreciated as I am new to RT. Are you doing your lookup inside RT's database or using an external database? It sounds like you either want code using RT's API or a DB connection running inside a Scrip. -kevin 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. From glyn.davies at fx.net.nz Sun Mar 4 12:47:54 2012 From: glyn.davies at fx.net.nz (Glyn Davies) Date: Mon, 5 Mar 2012 06:47:54 +1300 Subject: [rt-users] how to set up Approvals on RT 4.0.5 Message-ID: Hi Folks, I am completely new to RT. So far I have a basic system working but cannot find any good information on to to configure Approvals. I have already defined a couple of queues that I would like to go through the approval step so if someone could point me in the right direction that would be greatly appreciated. Regards, Glyn -------------- next part -------------- An HTML attachment was scrubbed... URL: From fireskyer at emailn.de Mon Mar 5 02:32:09 2012 From: fireskyer at emailn.de (john s.) Date: Sun, 4 Mar 2012 23:32:09 -0800 (PST) Subject: [rt-users] transaction by misstake shredderd Message-ID: <33427380.post@talk.nabble.com> @ktm: Hello It's an deactivated user so i think the transaction is not critical. But the main thing i just don't get it What is the intention from this transaction and what is meant by the null values it isn't clear from my side of view mybe someone has more knowledge about mysql tables than me best regards john s. -- View this message in context: http://old.nabble.com/transaction-by-misstake-shredderd-tp33421422p33427380.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From walid.haider at movensis.com Mon Mar 5 05:01:44 2012 From: walid.haider at movensis.com (Walid Haider) Date: Mon, 5 Mar 2012 10:01:44 +0000 Subject: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make HTML::Mason In-Reply-To: <20120302170715.GF3467@jibsheet.com> References: <81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932CD@mov-srv-central> <20120221194002.GO96259@jibsheet.com> <81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932DF@mov-srv-central> <20120222172635.GR96259@jibsheet.com> <81579A7D7E41FC44AFD2FB9D8AD8C8820178C709333E@mov-srv-central> <20120223161027.GV96259@jibsheet.com> <81579A7D7E41FC44AFD2FB9D8AD8C8820178C7168889@mov-srv-central> <20120302170715.GF3467@jibsheet.com> Message-ID: <81579A7D7E41FC44AFD2FB9D8AD8C8820178C7168988@mov-srv-central> Hi Kevin, >> That sounds pretty broken. >> What's in /root/.cpan/build ? You are absolutely right, I went ahead and removed the build directory before answering your question. I'm sorry. >You can also always manually download HTML::Mason from something like http://search.cpan.org/dist/HTML-Mason >untar it and perl Makefile.PL and see if you get a better error message by doing it manually. Regarding this point, I tried what you suggested and this is the error message I am getting: [root at rt-test HTML-Mason-1.48]# perl Makefile.PL Can't locate Module/Build/Compat.pm in @INC (@INC contains: inc /usr/local/lib64/perl5/site_perl/5.10.0/x86_64-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib64/perl5/vendor_perl/5.10.0/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.10.0 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.10.0/x86_64-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at Makefile.PL line 4. BEGIN failed--compilation aborted at Makefile.PL line 4. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: sexta-feira, 2 de Mar?o de 2012 17:07 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make HTML::Mason Please keep list replies on the list. On Wed, Feb 29, 2012 at 05:11:25PM +0000, Walid Haider wrote: > I tried your suggestion, but still same error. > > Any ideas as to what else I could try? I don't see where you answered this question. >> That sounds pretty broken. >> What's in /root/.cpan/build ? You can also always manually download HTML::Mason from something like http://search.cpan.org/dist/HTML-Mason untar it and perl Makefile.PL and see if you get a better error message by doing it manually. -kevin From AlexYoung at HousingPartners.co.uk Mon Mar 5 06:03:56 2012 From: AlexYoung at HousingPartners.co.uk (Alex Young) Date: Mon, 5 Mar 2012 11:03:56 -0000 Subject: [rt-users] RTx-Tags 0.25 on RT 4.0.5 Message-ID: <3CE7D8D453B27148BBCA0B2063B11E6402632047@s-wor-e-001.SCOUTSOFFICE.local> Just starting to test out RT 4.0.5 to see what works and what doesn't from our current setup and I have come across problems with RTx-Tags 0.25. Anyone have it working on 4.x? I see the following in /var/log/apache/error.log [Mon Mar 5 10:50:20 2012] [warning]: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND ObjectCustomFieldValues.ObjectType IN('RT::Ticket') GROUP BY ObjectCustom' at line 1 at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 587. (/usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm:587) [Mon Mar 5 10:50:20 2012] [warning]: RT::Handle=HASH(0x7f7f3808b230) couldn't execute the query 'SELECT COUNT(ObjectCustomFieldValues.Content), ObjectCustomFieldValues.Content FROM ObjectCustomFieldValues JOIN CustomFields ON CustomFields.Id=ObjectCustomFieldValues.CustomField JOIN Tickets ON ObjectCustomFieldValues.ObjectId=Tickets.id WHERE CustomFields.Name='Tags' AND ObjectCustomFieldValues.Disabled=0 AND Tickets.Status IN() AND ObjectCustomFieldValues.ObjectType IN('RT::Ticket') GROUP BY ObjectCustomFieldValues.Content' at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 600. DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f7f3808b230 )', 'SELECT COUNT(ObjectCustomFieldValues.Content), ObjectCustomFi...') called at /opt/rt4/local/plugins/RTx-Tags/lib/RTx/Tags.pm line 10 RTx::Tags::cloud('tagsTypes', undef, 'tagsLinkType', 1) called at /opt/rt4/local/plugins/RTx-Tags/html/Elements/TagCloud line 19 HTML::Mason::Commands::__ANON__() called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1380 eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1380 HTML::Mason::Request::content('RT::Interface::Web::Request=HASH(0x7f7f5d 545b68)') called at /opt/rt4/share/html/Widgets/TitleBox line 56 HTML::Mason::Commands::__ANON__('title', 'Tag Cloud', 'title_href', '/rt/Search/TagCloud.html') called at /usr/local/share/perl/5.10.1/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7f 7f6e222958)', 'title', 'Tag Cloud', 'title_href', '/rt/Search/TagCloud.html') called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1302 eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1292 HTML::Mason::Request::comp(undef, undef, undef, 'title', 'Tag Cloud', 'title_href', '/rt/Search/TagCloud.html') called at /opt/rt4/local/plugins/RTx-Tags/html/Elements/TagCloud line 22 HTML::Mason::Commands::__ANON__() called at /usr/local/share/perl/5.10.1/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7f 7f6e1d4b38)') called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1302 eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1292 HTML::Mason::Request::comp(undef, undef) called at /opt/rt4/local/plugins/RTx-Tags/html/Callbacks/RTx-Tags/Search/Simple.ht ml/PreForm line 8 HTML::Mason::Commands::__ANON__() called at /usr/local/share/perl/5.10.1/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7f 7f6e1f0970)') called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1297 eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1292 HTML::Mason::Request::comp(undef, undef) called at /opt/rt4/sbin/../lib/RT/Interface/Web/Request.pm line 141 RT::Interface::Web::Request::callback('RT::Interface::Web::Request=HASH( 0x7f7f5d545b68)', 'CallbackName', 'PreForm') called at /opt/rt4/share/html/Search/Simple.html line 52 HTML::Mason::Commands::__ANON__() called at /usr/local/share/perl/5.10.1/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7f 7f3814bca0)') called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1302 eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1292 HTML::Mason::Request::comp(undef, undef, undef) called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 548 RT::Interface::Web::ShowRequestedPage('HASH(0x7f7f6ddbf380)') called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 295 RT::Interface::Web::HandleRequest('HASH(0x7f7f6ddbf380)') called at /opt/rt4/share/html/autohandler line 53 HTML::Mason::Commands::__ANON__() called at /usr/local/share/perl/5.10.1/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7f 7f380d2790)') called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1297 eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 1292 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 481 eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 481 eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/Request.pm line 433 HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x7f7f5d545 b68)') called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler.pm line 85 eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler.pm line 85 HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x7f7 f5d545b68)') called at /usr/local/share/perl/5.10.1/HTML/Mason/Interp.pm line 342 HTML::Mason::Interp::exec(undef, undef) called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler.pm line 48 eval {...} called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler.pm line 48 HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Stream y=HASH(0x7f7f5b97ca78)', 'HTML::Mason::FakeApache=HASH(0x7f7f6db261b0)', 'HASH(0x7f7f6db26228)') called at /usr/local/share/perl/5.10.1/HTML/Mason/PSGIHandler/Streamy.pm line 52 HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x7f7f6ddd5e30)') called at /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 255 RT::Interface::Web::Handler::__ANON__('CODE(0x7f7f6ddd5e30)') called at /usr/local/share/perl/5.10.1/Plack/Util.pm line 324 Plack::Util::__ANON__('CODE(0x7f7f6dde1138)') called at /usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 68 Plack::Handler::Apache2::call_app('Plack::Handler::Apache2', 'Apache2::RequestRec=SCALAR(0x7f7f5d546198)', 'CODE(0x7f7f5b97c850)') called at /usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 91 Plack::Handler::Apache2::handler('Apache2::RequestRec=SCALAR(0x7f7f5d546 198)') called at -e line 0 eval {...} called at -e line 0 (/usr/local/share/perl/5.10.1/Carp.pm:103) From fireskyer at emailn.de Mon Mar 5 07:14:11 2012 From: fireskyer at emailn.de (john s.) Date: Mon, 5 Mar 2012 04:14:11 -0800 (PST) Subject: [rt-users] date time fill out automatically possible? Message-ID: <33443036.post@talk.nabble.com> RT: 3.8.9 Hello guys We use 3.8.9 in our Product Environment. And we want, if we create a ticket and a user take the ownership of it ... the ticket begins the date time should be written automatic in the ticket attributes and if we mark the ticket as finished an entry in ticket ends should be displayed also in the ticket attributes in an automatic way ... Are there any plugins or extension aviable for it??? -- View this message in context: http://old.nabble.com/date-time-fill-out-automatically-possible--tp33443036p33443036.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From dennis_20 at yahoo.com Mon Mar 5 07:38:54 2012 From: dennis_20 at yahoo.com (Dennis) Date: Mon, 5 Mar 2012 04:38:54 -0800 (PST) Subject: [rt-users] UTF-16 problem Message-ID: <1330951134.17175.YahooMailNeo@web125401.mail.ne1.yahoo.com> Hello all, We are in the proces of rolling out a new installation of RT 4.0.5. Everything has been setup using the documents. Now we face a problem when someone e-mails us an attachment with UTF-16. In the logs we can see: RT server error. The RT server which handled your email did not behave as expected. It said: UTF-16:Unrecognised BOM 7465 at /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/Encode.pm line 196. Stack: ? [/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/Encode.pm:196] ? [/opt/rt4/sbin/../lib/RT/I18N.pm:549] ? [/opt/rt4/sbin/../lib/RT/I18N.pm:214] ? [/opt/rt4/sbin/../lib/RT/I18N.pm:210] ? [/opt/rt4/sbin/../lib/RT/EmailParser.pm:282] ? [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1399] ? [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] When we login to the mailbox, we can see in the full headers it is an UTF-16 attachment: --------------000705080004050904010106 Content-Type: text/plain; charset=ISO-8859-1; format=flowed Content-Transfer-Encoding: 7bit --------------000705080004050904010106 Content-Type: text/plain; charset=UTF-16; ?name="attachment.txt" Content-Transfer-Encoding: base64 Content-Disposition: attachment; ?filename="attachment.txt" --------------000705080004050904010106-- Server is a ?RHEL5, perl 5.8.8. We use fetchmail which calls RT-mailgate to fill the queues. We have tried several?EmailInputEncodings but no success there. Any clues? Regards, Dennis From diaulas.castro at intersolution.inf.br Mon Mar 5 07:41:25 2012 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Mon, 5 Mar 2012 12:41:25 +0000 Subject: [rt-users] RES: Customer cannot see tickets with active custom status In-Reply-To: <20120302171553.GG3467@jibsheet.com> References: <3B9178D874F56F47B616AB50C01F7B7701DF2742@GRUPRD8002MB111.lamprd80.prod.outlook.com> <20120302171553.GG3467@jibsheet.com> Message-ID: <3B9178D874F56F47B616AB50C01F7B7701DFA1E5@GRUPRD8002MB111.lamprd80.prod.outlook.com> >>"I can't replicate this on a clean 4.0.5. Have you customized the self service at all? It requests a list of all possibly active statuses to use in the search, so if this is breaking, it's most likely because the >>Requestor can't see a ticket in some queue." Kevin SelfService intact as come from Ubuntu apt. If I put the ticket number on top-right search box I got the ticket showing, this exclude permission problem? >> "Which result is showing delete tickets? I don't see them in either Open or Closed tickets." Kevin I was looking for menu that is Active + Inactive, Thomas Sibley show me the right direction to look . Att. Diaulas Castro Consultor Linux / Microsoft InterSolution Inform?tica Tel.: (55 11) 3443-1472 www.intersolution.inf.br Oracle Certified Partner -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Kevin Falcone Enviada em: sexta-feira, 2 de mar?o de 2012 14:16 Para: rt-users at lists.bestpractical.com Assunto: Re: [rt-users] Customer cannot see tickets with active custom status On Wed, Feb 29, 2012 at 10:37:42PM +0000, Diaulas Castro wrote: > > Hello, > My setup of RT is ubuntu 11.10 with RT 4.0.1, I've setup some custom status on LifeCycles and they are working pretty well except when my customer want to see all active tickets. > > Fragment of active status in LifeCycles > active => [ 'open', 'scheduled', 'started', 'waiting_customer' > ], > > Fragment of inactive status: > inactive => [ 'resolved', 'rejected', 'deleted', 'plantao', > 'report' , 'stalled' ] > > On "SelfService/Open Tickets" tickets with status waiting_customer isn't showing but my inactives custom status shows on "SelfService/Closed Tickets" I can't replicate this on a clean 4.0.5. Have you customized the self service at all? It requests a list of all possibly active statuses to use in the search, so if this is breaking, it's most likely because the Requestor can't see a ticket in some queue. > Another question, how can I create another menu to show all tickets except by deleted ones? Which result is showing delete tickets? I don't see them in either Open or Closed tickets. -kevin From jim.lesinski at gmail.com Mon Mar 5 08:58:40 2012 From: jim.lesinski at gmail.com (Jim Lesinski) Date: Mon, 5 Mar 2012 08:58:40 -0500 Subject: [rt-users] rt 4.0.5 - Autocomplete field type for external custom field does not work for non root user In-Reply-To: References: <4F4CECB5.1050005@bestpractical.com> Message-ID: I copied over the changed files from the branch you suggested into /local/lib/RT/CustomField.pm /local/lib/RT/Interface/Web.pm /local/lib/RT/Transaction.pm Then I cleared the mason cache and restarted apache. I ended up with this error. *error:* Undefined subroutine &HTML::Mason::Commands::MaybeRedirectToApproval called at /opt/rt4/share/html/Ticket/autohandler line 14. *context:* *...* *10:* |(? $whitelist,*16:* ARGSRef => \%ARGS,*17:* );*18:* *...* *code stack:* /opt/rt4/share/html/Ticket/autohandler:14 /opt/rt4/sbin/../local/lib/RT/Interface/Web.pm:538 /opt/rt4/sbin/../local/lib/RT/Interface/Web.pm:285 /opt/rt4/share/html/autohandler:53 Have I done something wrong? Must I overwrite these files instead of adding to the local directory? I did move the files manually into my local copy of 4.0.5 but I thought that would work. Thanks for the help. I am thinking a work around would be to just assign permissions to the field. Maybe I should just wait for 4.0.6. Jim On Wed, Feb 29, 2012 at 6:29 AM, Ruslan Zakirov wrote: > Hi, > > You need fixes from 4.0/context-on-custom-fields branch. > > On Tue, Feb 28, 2012 at 20:32, Jim Lesinski > wrote: > > I turned on debug (*new to me) and it looks like this is the relevant > error > > in the logs: > > > > Feb 28 11:22:11 buf-rtdev RT: Permission denied. User #63 has no > > SeeCustomField right on CF #13 > > > > If I assign SeeCustomField directly to the custom field (#13) for RTUser, > > then the autocomplete value works. > > > > Maybe I am missing something here with permissions... Should I be > assigning > > group or specific user permissions on a field by field basis? Up until > now I > > had only put users in groups and assigned group permissions to queues. I > do > > have a couple nested groups as well, but no permissions explicitly > defined > > on a per field basis. It seems like it should be working though since it > > does work for other field types, just not autocomplete. > > > > > > > > > > > > On Tue, Feb 28, 2012 at 10:46 AM, Ruslan Zakirov > > wrote: > >> > >> Hi, > >> > >> Anything in debug logs when this doesn't work? > >> > >> > >> On Tue, Feb 28, 2012 at 19:38, Jim Lesinski > >> wrote: > >> > The user (RTuser) is Privileged. > >> > > >> > Here is an outline of the permissions assigned to RTUser: > >> > > >> > RTUser is a member of a GroupA that has OwnTicket, StealTicket and > >> > TakeTicket rights on the queue1. > >> > > >> > GroupA is a member of GroupB, which has CommentOnTicket, CreateTicket, > >> > ReplyToTicket, Watch, SeeCustomField, SeeQueue, and ShowTicket > >> > permissions > >> > on queue1. > >> > > >> > To test permissions, I just now assigned every single permission to > >> > RTUser > >> > on the General Rights, Rights for Staff, and Rights for Administrators > >> > tabs > >> > to RTUser for queue1 and still the autocomplete values do not > populate. > >> > > >> > If I go to Tools - Configuration - Global - User Rights and add RTUser > >> > and > >> > then check in "Do anything and everything", the autocomplete values > work > >> > for > >> > groups.pm. > >> > > >> > > >> > > >> > On Tue, Feb 28, 2012 at 10:03 AM, Thomas Sibley < > trs at bestpractical.com> > >> > wrote: > >> >> > >> >> On 02/28/2012 09:17 AM, Ruslan Zakirov wrote: > >> >> >> I have set up a custom data source for a custom field as outlined > >> >> >> in external_custom_fields.pod. It seems that everything works fine > >> >> >> and > >> >> >> I get > >> >> >> pick list data populated into the custom field for all field types > >> >> >> when > >> >> >> logged in as an account with root privileges. However, if I switch > >> >> >> to > >> >> >> an > >> >> >> account that has non-root privileges, all the fields types work as > >> >> >> expected > >> >> >> other than the autocomplete field type. For some reason this field > >> >> >> type > >> >> >> returns no data when I am logged in as a non-root user account. > >> >> [snip] > >> >> >> Has anyone else run into this? Can someone else verify this in > their > >> >> >> environment? > >> >> >> > >> >> > > >> >> > http://issues.bestpractical.com/Ticket/Display.html?id=16946 > >> >> > >> >> To clarify, that bug applies to Self Service (unprivileged) users > only. > >> >> It's not clear if your non-root user accounts that you tested with > are > >> >> privileged or unprivileged. If they are privileged, autocomplete CFs > >> >> should work just fine. > >> >> > >> >> Thomas > >> >> -------- > >> >> RT Training Sessions ( > http://bestpractical.com/services/training.html) > >> >> * Boston March 5 & 6, 2012 > >> > > >> > > >> > > >> > -------- > >> > RT Training Sessions (http://bestpractical.com/services/training.html > ) > >> > * Boston ? March 5 & 6, 2012 > >> > >> > >> > >> -- > >> Best regards, Ruslan. > > > > > > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Mar 5 11:34:07 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 5 Mar 2012 11:34:07 -0500 Subject: [rt-users] RTx-Tags 0.25 on RT 4.0.5 In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E6402632047@s-wor-e-001.SCOUTSOFFICE.local> References: <3CE7D8D453B27148BBCA0B2063B11E6402632047@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <20120305163407.GA61605@jibsheet.com> On Mon, Mar 05, 2012 at 11:03:56AM -0000, Alex Young wrote: > Just starting to test out RT 4.0.5 to see what works and what doesn't > from our current setup and I have come across problems with RTx-Tags > 0.25. Anyone have it working on 4.x? > > I see the following in /var/log/apache/error.log > > [Mon Mar 5 10:50:20 2012] [warning]: DBD::mysql::st execute failed: You > have an error in your SQL syntax; check the manual that corresponds to > your MySQL server version for the right syntax to use near ') AND > ObjectCustomFieldValues.ObjectType IN('RT::Ticket') GROUP BY > ObjectCustom' at line 1 at > /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 587. > (/usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm:587) > [Mon Mar 5 10:50:20 2012] [warning]: RT::Handle=HASH(0x7f7f3808b230) > couldn't execute the query 'SELECT > COUNT(ObjectCustomFieldValues.Content), ObjectCustomFieldValues.Content > FROM ObjectCustomFieldValues JOIN CustomFields ON > CustomFields.Id=ObjectCustomFieldValues.CustomField JOIN Tickets ON > ObjectCustomFieldValues.ObjectId=Tickets.id WHERE > CustomFields.Name='Tags' AND ObjectCustomFieldValues.Disabled=0 AND > Tickets.Status IN() AND ObjectCustomFieldValues.ObjectType I'm betting it's building the status list in the old 3.8 way rather than using the RT::Queue->ActiveStatusArray method which works in 3.8 and 4.0. Unfortunately, we don't maintain the extension, so you might want to file a bug report for the author. -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 Mar 5 11:35:08 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 5 Mar 2012 11:35:08 -0500 Subject: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make HTML::Mason In-Reply-To: <81579A7D7E41FC44AFD2FB9D8AD8C8820178C7168988@mov-srv-central> References: <81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932CD@mov-srv-central> <20120221194002.GO96259@jibsheet.com> <81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932DF@mov-srv-central> <20120222172635.GR96259@jibsheet.com> <81579A7D7E41FC44AFD2FB9D8AD8C8820178C709333E@mov-srv-central> <20120223161027.GV96259@jibsheet.com> <81579A7D7E41FC44AFD2FB9D8AD8C8820178C7168889@mov-srv-central> <20120302170715.GF3467@jibsheet.com> <81579A7D7E41FC44AFD2FB9D8AD8C8820178C7168988@mov-srv-central> Message-ID: <20120305163508.GB61605@jibsheet.com> On Mon, Mar 05, 2012 at 10:01:44AM +0000, Walid Haider wrote: > >> That sounds pretty broken. > >> What's in /root/.cpan/build ? > You are absolutely right, I went ahead and removed the build directory before answering your question. I'm sorry. > > >You can also always manually download HTML::Mason from something like http://search.cpan.org/dist/HTML-Mason > >untar it and perl Makefile.PL and see if you get a better error message by doing it manually. > Regarding this point, I tried what you suggested and this is the error message I am getting: > > [root at rt-test HTML-Mason-1.48]# perl Makefile.PL > Can't locate Module/Build/Compat.pm in @INC (@INC contains: inc /usr/local/lib64/perl5/site_perl/5.10.0/x86_64-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib64/perl5/vendor_perl/5.10.0/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.10.0 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.10.0/x86_64-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at Makefile.PL line 4. > BEGIN failed--compilation aborted at Makefile.PL line 4. I bet your Module::Build is too old and your CPAN.pm is too old to notice that your Module::Build is too old. Try cpan Module::Build cpan HTML::Mason -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jhd at unt.edu Mon Mar 5 11:56:37 2012 From: jhd at unt.edu (Jonathon Doran) Date: Mon, 05 Mar 2012 10:56:37 -0600 Subject: [rt-users] autocreate Message-ID: <20120305105637.s747doulc0804gso-wbaqbena@webmail.spamcop.net> AutoCreate got me to thinking about how nice it would be if new users could create themselves (in an unpriv state) via the web interface. I've tried setting AutoCreate and WebExternalAuto to 1, but am still required to have a valid login. Given that I've misunderstood these variables, is there a way for users to create their own accounts (so that I do not need to distribute passwords)? From falcone at bestpractical.com Mon Mar 5 12:11:42 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 5 Mar 2012 12:11:42 -0500 Subject: [rt-users] rt 4.0.5 - Autocomplete field type for external custom field does not work for non root user In-Reply-To: References: <4F4CECB5.1050005@bestpractical.com> Message-ID: <20120305171142.GC61605@jibsheet.com> On Mon, Mar 05, 2012 at 08:58:40AM -0500, Jim Lesinski wrote: > I copied over the changed files from the branch you suggested into > /local/lib/RT/CustomField.pm > /local/lib/RT/Interface/Web.pm > /local/lib/RT/Transaction.pm > Then I cleared the mason cache and restarted apache. I ended up with this error. Unfortunately, 4.0/context-on-custom-fields predates some work we did in 4.0.5, so copying the files will take out code we added later. You really want to apply patches (or do a local merge of that branch) rather than trying to pull full files out of it. Github will show you what changes you'd need to apply here, but I'm not sure how to get it to give you a patch file. https://github.com/bestpractical/rt/compare/stable...4.0%2Fcontext-on-custom-fields -kevin > error: Undefined subroutine &HTML::Mason::Commands::MaybeRedirectToApproval called at > /opt/rt4/share/html/Ticket/autohandler line 14. > context: ... > 10: |(? 11: $ > 12: }ix; > 13: > 14: MaybeRedirectToApproval( > 15: Whitelist => $whitelist, > 16: ARGSRef => \%ARGS, > 17: ); > 18: > ... > code stack: /opt/rt4/share/html/Ticket/autohandler:14 > /opt/rt4/sbin/../local/lib/RT/Interface/Web.pm:538 > /opt/rt4/sbin/../local/lib/RT/Interface/Web.pm:285 > /opt/rt4/share/html/autohandler:53 > > Have I done something wrong? Must I overwrite these files instead of adding to the local > directory? I did move the files manually into my local copy of 4.0.5 but I thought that would > work. > Thanks for the help. I am thinking a work around would be to just assign permissions to the > field. Maybe I should just wait for 4.0.6. > Jim > On Wed, Feb 29, 2012 at 6:29 AM, Ruslan Zakirov <[1]ruz at bestpractical.com> wrote: > > Hi, > > You need fixes from 4.0/context-on-custom-fields branch. > On Tue, Feb 28, 2012 at 20:32, Jim Lesinski <[2]jim.lesinski at gmail.com> wrote: > > I turned on debug (*new to me) and it looks like this is the relevant error > > in the logs: > > > > Feb 28 11:22:11 buf-rtdev RT: Permission denied. User #63 has no > > SeeCustomField right on CF #13 > > > > If I assign SeeCustomField directly to the custom field (#13) for RTUser, > > then the autocomplete value works. > > > > Maybe I am missing something here with permissions... Should I be assigning > > group or specific user permissions on a field by field basis? Up until now I > > had only put users in groups and assigned group permissions to queues. I do > > have a couple nested groups as well, but no permissions explicitly defined > > on a per field basis. It seems like it should be working though since it > > does work for other field types, just not autocomplete. > > > > > > > > > > > > On Tue, Feb 28, 2012 at 10:46 AM, Ruslan Zakirov <[3]ruz at bestpractical.com> > > wrote: > >> > >> Hi, > >> > >> Anything in debug logs when this doesn't work? > >> > >> > >> On Tue, Feb 28, 2012 at 19:38, Jim Lesinski <[4]jim.lesinski at gmail.com> > >> wrote: > >> > The user (RTuser) is Privileged. > >> > > >> > Here is an outline of the permissions assigned to RTUser: > >> > > >> > RTUser is a member of a GroupA that has OwnTicket, StealTicket and > >> > TakeTicket rights on the queue1. > >> > > >> > GroupA is a member of GroupB, which has CommentOnTicket, CreateTicket, > >> > ReplyToTicket, Watch, SeeCustomField, SeeQueue, and ShowTicket > >> > permissions > >> > on queue1. > >> > > >> > To test permissions, I just now assigned every single permission to > >> > RTUser > >> > on the General Rights, Rights for Staff, and Rights for Administrators > >> > tabs > >> > to RTUser for queue1 and still the autocomplete values do not populate. > >> > > >> > If I go to Tools - Configuration - Global - User Rights and add RTUser > >> > and > >> > then check in "Do anything and everything", the autocomplete values work > >> > for > >> > [5]groups.pm. > >> > > >> > > >> > > >> > On Tue, Feb 28, 2012 at 10:03 AM, Thomas Sibley <[6]trs at bestpractical.com> > >> > wrote: > >> >> > >> >> On 02/28/2012 09:17 AM, Ruslan Zakirov wrote: > >> >> >> I have set up a custom data source for a custom field as outlined > >> >> >> in external_custom_fields.pod. It seems that everything works fine > >> >> >> and > >> >> >> I get > >> >> >> pick list data populated into the custom field for all field types > >> >> >> when > >> >> >> logged in as an account with root privileges. However, if I switch > >> >> >> to > >> >> >> an > >> >> >> account that has non-root privileges, all the fields types work as > >> >> >> expected > >> >> >> other than the autocomplete field type. For some reason this field > >> >> >> type > >> >> >> returns no data when I am logged in as a non-root user account. > >> >> [snip] > >> >> >> Has anyone else run into this? Can someone else verify this in their > >> >> >> environment? > >> >> >> > >> >> > > >> >> > [7]http://issues.bestpractical.com/Ticket/Display.html?id=16946 > >> >> > >> >> To clarify, that bug applies to Self Service (unprivileged) users only. > >> >> It's not clear if your non-root user accounts that you tested with are > >> >> privileged or unprivileged. If they are privileged, autocomplete CFs > >> >> should work just fine. > >> >> > >> >> Thomas > >> >> -------- > >> >> RT Training Sessions ([8]http://bestpractical.com/services/training.html) > >> >> * Boston March 5 & 6, 2012 > >> > > >> > > >> > > >> > -------- > >> > RT Training Sessions ([9]http://bestpractical.com/services/training.html) > >> > * Boston * March 5 & 6, 2012 > >> > >> > >> > >> -- > >> Best regards, Ruslan. > > > > > > -- > Best regards, Ruslan. > > References > > Visible links > 1. mailto:ruz at bestpractical.com > 2. mailto:jim.lesinski at gmail.com > 3. mailto:ruz at bestpractical.com > 4. mailto:jim.lesinski at gmail.com > 5. http://groups.pm/ > 6. mailto:trs at bestpractical.com > 7. http://issues.bestpractical.com/Ticket/Display.html?id=16946 > 8. http://bestpractical.com/services/training.html > 9. http://bestpractical.com/services/training.html > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston ? March 5 & 6, 2012 -------------- 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 Mar 5 12:13:56 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 5 Mar 2012 12:13:56 -0500 Subject: [rt-users] Custom database query from within RT In-Reply-To: <75B96AD150AB22458B839B06503D354C012135@SE-EX023.groupinfra.com> References: <75B96AD150AB22458B839B06503D354C011FD5@SE-EX023.groupinfra.com> <20120302173758.GM3467@jibsheet.com> <75B96AD150AB22458B839B06503D354C012135@SE-EX023.groupinfra.com> Message-ID: <20120305171356.GD61605@jibsheet.com> On Sun, Mar 04, 2012 at 04:49:06PM +0000, Renney, Paul wrote: > Firstly, thanks for the reply. > > It's good news I can do it using RT's API. The data I am using can be in the RT database. > > I have looked for any documentation/examples/tutorials of how to use the API with custom tables but can't find any. Can anyone help here? Well, you can use RT's API to talk to RT's data. If the table is in RT's database, you can get a database handle with RT->Handle->dbh, but be aware that you're sharing that with RT. If you want to connect to an external DB from within some RT code, you want to review perldoc DBI. -kevin > ________________________________________ > From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] on behalf of Kevin Falcone [falcone at bestpractical.com] > Sent: 02 March 2012 17:37 > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Custom database query from within RT > > On Fri, Mar 02, 2012 at 01:54:08PM +0000, Renney, Paul wrote: > > On the create ticket form I need to act upon a change to a drop down menu for a custom field > > (for this example 'Customer'), look up this value in a database table for a resulting default > > priority, and change the value in the priority drop down. > > > > Ordinarily this wouldn't be hard in a basic HTML form, creating a db connection manually, but > > I can't find where to start doing this within RT. I'm not sure where I should be putting my db > > query code. Does RT allow me to put in a custom query somewhere and handle the db connection? > > Would a scrip be suitable to do what I need? > > > > I've searched the mailing list and tutorials but can't find a similar problem. Specific files > > to change and alternative ideas on how do this would be appreciated as I am new to RT. > > Are you doing your lookup inside RT's database or using an external > database? It sounds like you either want code using RT's API or a DB > connection running inside a Scrip. > > -kevin > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From sunnavy at bestpractical.com Mon Mar 5 13:16:30 2012 From: sunnavy at bestpractical.com (sunnavy) Date: Tue, 6 Mar 2012 02:16:30 +0800 Subject: [rt-users] Create ticket with links by CLI In-Reply-To: <20120229172536.GA17672@i5> References: <20120229172536.GA17672@i5> Message-ID: <20120305181630.GA21785@i5> For impatient people, I fixed this in branch 4.0/rest-remove-link-validation in case you want to use it right now. best wishes sunnavy On 12-03-01 01:25, sunnavy wrote: > I'm afraid linking tickets to articles are not supported in REST for now. > > sunnavy > > On 12-02-29 17:08, Witts J Mr wrote: > > Hi there, > > > > I am using the following code to create tickets on the CLI: > > > > rt create -t ticket set subject="test cli ticket" set queue="IT Support" set CF-Category=Request > > > > Which is working fine; however I would also like to be able to set a link to an article at the point of creation for this ticket too. > > > > I had thought that perhaps I could get my script to create the ticket and return the ticket ID so that I could then add the link as per "rt help links", but even if I try the following after the ticket has been created I get an error: > > > > rt link 10965 RefersTo a:43 > > rt: link: Invalid ticket ID 'a:43' specified. > > rt: /REST/1.0/ticket/link > > Invalid ticket id: 'a:43'. > > /REST/1.0/ticket/link > > Invalid ticket id: 'a:43'. > > > > So is there any way I can do this on the CLI, or am I just going to have to manually add the link into the article through the Web GUI? > > > > Regard > > > > Jon > > > > > > > > ______________________________ > > > > Jon Witts > > Director of ICT > > South Hunsley School and Sixth Form College > > 01482 636720 > > > > > > ________________________________ > > > > Confidentiality: this e-mail and its attachments may be confidential and are intended solely for the use of the named recipient(s). If you are not the intended recipient you must take no action based on them, nor must you copy or show them to anyone. If you have received this e-mail in error, please advise the sender by return e-mail and delete all copies of this e-mail and any attachments from your computer. > > > > Security Warning: Please note that internet e-mail is not a completely secure or error free method of communication, and information could be intercepted, corrupted, lost, destroyed, or could arrive late or incomplete. You should understand and accept this lack of security when it communicating by email. > > > > Viruses: Whilst we have taken reasonable precautions to ensure that this e-mail and any attachment has been checked for viruses, we cannot guarantee that they are virus free and we cannot accept responsibility for any loss or damage you sustain as a result of software viruses. You are advised to carry out your own checks before any attachments are opened. > > > > Please note that any views or opinions expressed in this e-mail are solely those of the author and do not necessarily represent those of South Hunsley School and Sixth Form College and the content of their e-mail is not intended to be contractually binding. > > > > South Hunsley School and Sixth Form College is registered in England and Wales with company registration number 07542211 and VAT Registration Number 109 7208 18. > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Boston March 5 & 6, 2012 > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston March 5 & 6, 2012 From gregarious_girl77 at hotmail.com Mon Mar 5 15:13:04 2012 From: gregarious_girl77 at hotmail.com (Jamie Craft) Date: Mon, 5 Mar 2012 20:13:04 +0000 Subject: [rt-users] Charts/Reports in RT 4 In-Reply-To: References: Message-ID: Hi, I upgraded from Request Tracker 3.8 to 4.0 and now I no long have reports/charts. How do I re-enable this? Thanks, Jamie -------------- next part -------------- An HTML attachment was scrubbed... URL: From Goran.Marik at oicr.on.ca Mon Mar 5 16:34:51 2012 From: Goran.Marik at oicr.on.ca (Goran Marik) Date: Mon, 5 Mar 2012 21:34:51 +0000 Subject: [rt-users] outgoing email comments stripped from "Re" in the subject line Message-ID: <8A75BFEFACC06A4B96BB5982C284E72A03800CC6@exmb2.ad.oicr.on.ca> Hi All, We have some problems with tickets that contain "Re" in the subject line - like "Remark", "Request", etc. When replying from the web-interface, RT will strip the "Re" in the first word in the subject line for the outgoing email, so "Request for help" becomes "quest for help", etc. While not a major issue, we still had several users complaining on this, Steps to reproduce it: 1) Create ticket called "Request" 2) Comment on it in the web interface 3) Outgoing email's subject line will be "[ #] [Comment] quest" 4) Confirmed on RT 3.8.3 and RT 4.0.5 I assume this happens because of improper regex match when the message is formatted for sending, but is there way to disable this behavior or change it to match "Re[\s|:]+" instead just "Re"? Thanks, Goran From alexmv at bestpractical.com Mon Mar 5 16:53:43 2012 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 05 Mar 2012 16:53:43 -0500 Subject: [rt-users] outgoing email comments stripped from "Re" in the subject line In-Reply-To: <8A75BFEFACC06A4B96BB5982C284E72A03800CC6@exmb2.ad.oicr.on.ca> References: <8A75BFEFACC06A4B96BB5982C284E72A03800CC6@exmb2.ad.oicr.on.ca> Message-ID: <1330984423.30624.2.camel@umgah.localdomain> On Mon, 2012-03-05 at 21:34 +0000, Goran Marik wrote: > We have some problems with tickets that contain "Re" in the subject > line - like "Remark", "Request", etc. When replying from the > web-interface, RT will strip the "Re" in the first word in the subject > line for the outgoing email, so "Request for help" becomes "quest for > help", etc. While not a major issue, we still had several users > complaining on this, I can't replicate this on a clean RT 4.0.5 install, and I'm not aware of any such subject munging in RT. I suspect something later in your mail handling is doing this removal. - Alex From phalenor at gmail.com Mon Mar 5 17:21:27 2012 From: phalenor at gmail.com (Andy Cobaugh) Date: Mon, 5 Mar 2012 17:21:27 -0500 (EST) Subject: [rt-users] Shipwright Vessel for RT 4.0.5 Message-ID: Before I try to hack a vessel together myself for 4.0.5, has anyone else already done so? --andy From Goran.Marik at oicr.on.ca Mon Mar 5 17:24:14 2012 From: Goran.Marik at oicr.on.ca (Goran Marik) Date: Mon, 5 Mar 2012 17:24:14 -0500 Subject: [rt-users] outgoing email comments stripped from "Re" in the subject line In-Reply-To: <1330984423.30624.2.camel@umgah.localdomain> References: <8A75BFEFACC06A4B96BB5982C284E72A03800CC6@exmb2.ad.oicr.on.ca> <1330984423.30624.2.camel@umgah.localdomain> Message-ID: <4F553D0E.6060403@oicr.on.ca> Thanks. I'll ask the other sysadmins if they changed something in the email pipeline, but I doubt that. We use Exchange 2010 as smarthost and no email processing on postfix on the RT host at all. When I'm checking the details for the outgoing email in RT, on ticket history -> RT_System - Outgoing email about a comment recorded -> Show, I can see the stripped subject in the email headers that are generated by RT Our 4.0.5 setup is not "clean" though, it is semi-in-place with RT4 from debian backports and the DB upgrade from 3.8.3 that we run in production. For sure we have this problem on 3.8.3 which is more or less clean setup, with just AD integration and no other plug-ins, thanks, Goran On 05/03/12 04:53 PM, Alex Vandiver wrote: > On Mon, 2012-03-05 at 21:34 +0000, Goran Marik wrote: >> We have some problems with tickets that contain "Re" in the subject >> line - like "Remark", "Request", etc. When replying from the >> web-interface, RT will strip the "Re" in the first word in the subject >> line for the outgoing email, so "Request for help" becomes "quest for >> help", etc. While not a major issue, we still had several users >> complaining on this, > > I can't replicate this on a clean RT 4.0.5 install, and I'm not aware of > any such subject munging in RT. I suspect something later in your mail > handling is doing this removal. > - Alex > > -- Goran Marik Server and Systems Administrator Ontario Institute for Cancer Research MaRS Centre, South Tower 101 College Street, Suite 800 Toronto, Ontario, Canada M5G 0A3 From falcone at bestpractical.com Mon Mar 5 17:33:49 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 5 Mar 2012 17:33:49 -0500 Subject: [rt-users] Charts/Reports in RT 4 In-Reply-To: References: Message-ID: <20120305223349.GE61605@jibsheet.com> On Mon, Mar 05, 2012 at 08:13:04PM +0000, Jamie Craft wrote: > I upgraded from Request Tracker 3.8 to 4.0 and now I no long have reports/charts. > How do I re-enable this? reconfigure RT with ./configure --all-your-options --enable-gd --enable-graphviz and run make fixdeps to get the deps installed (I'm not sure if you want both gd and graphviz or only one of them, but that is the code we used to chart things). -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 Mar 5 17:58:11 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 5 Mar 2012 17:58:11 -0500 Subject: [rt-users] outgoing email comments stripped from "Re" in the subject line In-Reply-To: <4F553D0E.6060403@oicr.on.ca> References: <8A75BFEFACC06A4B96BB5982C284E72A03800CC6@exmb2.ad.oicr.on.ca> <1330984423.30624.2.camel@umgah.localdomain> <4F553D0E.6060403@oicr.on.ca> Message-ID: <20120305225811.GF61605@jibsheet.com> On Mon, Mar 05, 2012 at 05:24:14PM -0500, Goran Marik wrote: > Thanks. I'll ask the other sysadmins if they changed something in > the email pipeline, but I doubt that. We use Exchange 2010 as > smarthost and no email processing on postfix on the RT host at all. > When I'm checking the details for the outgoing email in RT, on > ticket history -> RT_System - Outgoing email about a comment > recorded -> Show, I can see the stripped subject in the email > headers that are generated by RT > > Our 4.0.5 setup is not "clean" though, it is semi-in-place with RT4 > from debian backports and the DB upgrade from 3.8.3 that we run in > production. For sure we have this problem on 3.8.3 which is more or > less clean setup, with just AD integration and no other plug-ins, There were some bugfixes in this area back in 3.8, you should compare a clean 4.0.5's Admin Comment template to your own upgraded Template and see if something is broken there. -kevin > On 05/03/12 04:53 PM, Alex Vandiver wrote: > >On Mon, 2012-03-05 at 21:34 +0000, Goran Marik wrote: > >>We have some problems with tickets that contain "Re" in the subject > >>line - like "Remark", "Request", etc. When replying from the > >>web-interface, RT will strip the "Re" in the first word in the subject > >>line for the outgoing email, so "Request for help" becomes "quest for > >>help", etc. While not a major issue, we still had several users > >>complaining on this, > > > >I can't replicate this on a clean RT 4.0.5 install, and I'm not aware of > >any such subject munging in RT. I suspect something later in your mail > >handling is doing this removal. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From chrisherrmann7 at gmail.com Mon Mar 5 18:17:48 2012 From: chrisherrmann7 at gmail.com (Chris Herrmann) Date: Tue, 6 Mar 2012 10:17:48 +1100 Subject: [rt-users] RT3.8.7 using custom fields to restrict sending a reply on resolve Message-ID: Thanks Ken, I have it working now. I also found http://wiki-archive.bestpractical.com/view/CustomConditionSnippets which was very helpful - it actually has a specific example for what I'm trying to do. I have a couple of questions too... but first the answer: ============================ Condition: UserDefined Action: NotifyRequestors Template: MyTemplate Stage: TransactionCreate Custom Condition: my $Ticket = $self->TicketObj; # We want the Request Feedback CF my $TicketType = $Ticket->FirstCustomFieldValue('RequestFeedback'); # We want resolved status return 0 unless $Ticket->Status eq "resolved"; # and... we want the CF to be Y return 0 unless $TicketType eq 'Y'; return 1; ============================ I tried a lot of different variations on the theme, along the lines of: return 0 if $cf->$self->TicketObj->FirstCustomFieldValue("RequestFeedback") eq "N"; return 0 unless $cf->$self->TicketObj->FirstCustomFieldValue("RequestFeedback") eq "Y" return 0 unless $cf->$self->TicketObj->FirstCustomFieldValue('RequestFeedback') eq "Y" but these didn't return anything. I assume there's a problem with my syntax or how I'm referring to objects but couldn't work it out... luckily the page linked above has an example that has exactly what I'm after! In this case the scrip triggers if the ticket is reopened, then resolved again - for us this is OK but for others they might want to only trigger this condition the first time a ticket is resolved. I think you would need to use another CF to record the result of the transaction in this case (i.e. if successful then set CF-SentFeedbackRequest="y" or similar) and add an appropriate condition to check above... but for us it's not required. Thanks! From chrisherrmann7 at gmail.com Mon Mar 5 18:35:46 2012 From: chrisherrmann7 at gmail.com (Chris Herrmann) Date: Tue, 6 Mar 2012 10:35:46 +1100 Subject: [rt-users] RT3.8.7 MobileUI Extension 1.01 not saving cookies for iphone browser (solved) Message-ID: Hi, we recently installed RT::Extension::MobileUI 1.01 in our RT 3.8.7 and all was sunshine and happiness in the land of mobile goodness for some time. Then one morning it stopped working for my iphone... (iOS 5.01) (but not other iphone users in our org). Specifically as follows: - Surf to site (OK) - Login - doesn't return an error, but just returns to the login page - Login again - shows me the mobile interface as expected - Click on any link on the page, or search for anything --> takes me to login page - Login again - shows me the link that should have appeared the first time Basically any time you execute an action, you have to login again, after which it displays... So... I think that it's to do with cookies... and it is... I've just found the answer... Settings -> safari -> Accept Cookies (from visited). (on the iphone itself) It was previously set to "never" which I'm guessing must have changed when I did the last firmware update. Cheers, Chris From ruz at bestpractical.com Tue Mar 6 09:25:31 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 6 Mar 2012 18:25:31 +0400 Subject: [rt-users] UTF-16 problem In-Reply-To: <1330951134.17175.YahooMailNeo@web125401.mail.ne1.yahoo.com> References: <1330951134.17175.YahooMailNeo@web125401.mail.ne1.yahoo.com> Message-ID: Hi, Can you send archived email in MIME format, so we can try to reproduce the problem? Value of EmailInputEncodings options would be helpful as well. On Mon, Mar 5, 2012 at 16:38, Dennis wrote: > Hello all, > > We are in the proces of rolling out a new installation of RT 4.0.5. > > Everything has been setup using the documents. Now we face a problem when someone e-mails us an attachment with UTF-16. In the logs we can see: > > RT server error. > > The RT server which handled your email did not behave as expected. It > said: > > UTF-16:Unrecognised BOM 7465 at /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/Encode.pm line 196. > > Stack: > ? [/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/Encode.pm:196] > ? [/opt/rt4/sbin/../lib/RT/I18N.pm:549] > ? [/opt/rt4/sbin/../lib/RT/I18N.pm:214] > ? [/opt/rt4/sbin/../lib/RT/I18N.pm:210] > ? [/opt/rt4/sbin/../lib/RT/EmailParser.pm:282] > ? [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1399] > ? [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] > > > When we login to the mailbox, we can see in the full headers it is an UTF-16 attachment: > > --------------000705080004050904010106 > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > Content-Transfer-Encoding: 7bit > > --------------000705080004050904010106 > Content-Type: text/plain; charset=UTF-16; > > ?name="attachment.txt" > Content-Transfer-Encoding: base64 > Content-Disposition: attachment; > ?filename="attachment.txt" > --------------000705080004050904010106-- > > > Server is a ?RHEL5, perl 5.8.8. We use fetchmail which calls RT-mailgate to fill the queues. We have tried several?EmailInputEncodings but no success there. Any clues? > > Regards, > > Dennis > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston ?March 5 & 6, 2012 -- Best regards, Ruslan. From ruz at bestpractical.com Tue Mar 6 10:56:10 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 6 Mar 2012 19:56:10 +0400 Subject: [rt-users] autocreate In-Reply-To: <20120305105637.s747doulc0804gso-wbaqbena@webmail.spamcop.net> References: <20120305105637.s747doulc0804gso-wbaqbena@webmail.spamcop.net> Message-ID: On Mon, Mar 5, 2012 at 20:56, Jonathon Doran wrote: > AutoCreate got me to thinking about how nice it would be if new users could > create themselves (in an unpriv state) via the web interface. ?I've tried > setting AutoCreate and WebExternalAuto to 1, but am still required to have a > valid login. > > Given that I've misunderstood these variables, is there a way for users to > create their own accounts (so that I do not need to distribute passwords)? nope. Some people use "set password on first email and email it back to user", but as far as I know there is no "Sing Up" extension for RT. > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston ?March 5 & 6, 2012 -- Best regards, Ruslan. From forigato at gmail.com Tue Mar 6 15:15:29 2012 From: forigato at gmail.com (ANDRE LUIS FORIGATO) Date: Tue, 6 Mar 2012 17:15:29 -0300 Subject: [rt-users] position of the ticket number in the subject Message-ID: Hello, The number of the ticket is placed on the left of the subject. I need to put a ticket number on the right side of the subject. Is that possible? example: Current issue: [Test # 857490] Problems slowness ... I need to change to: Problems slow ... [Test # 857490] -------------- next part -------------- An HTML attachment was scrubbed... URL: From yan at seiner.com Tue Mar 6 16:33:29 2012 From: yan at seiner.com (Yan Seiner) Date: Tue, 6 Mar 2012 13:33:29 -0800 (PST) Subject: [rt-users] Aoache help - what have I done? Message-ID: I have rt4 running quite well on an apache server. However, I think I got a little carried away when I set it up. here's my perl handler line from apache.conf: Order allow,deny Allow from all AddDefaultCharset UTF-8 SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server As it turns out, that redirects everything coming in to rt; even a request like http://my.server/not_an_RT/page still redirects to the rt login. What have I done, and how can I fix it? -- On two occasions I have been asked,?"Pray, Mr. Babbage, if you put into the machine wrong figures, will the right answers come out?" ... I am not able rightly to apprehend the kind of confusion of ideas that could provoke such a question. ?Charles Babbage, Inventor of the computer, 1864 From lab at pacbell.net Tue Mar 6 18:13:04 2012 From: lab at pacbell.net (20/20 Lab) Date: Tue, 06 Mar 2012 15:13:04 -0800 Subject: [rt-users] Aoache help - what have I done? In-Reply-To: References: Message-ID: <4F569A00.1000302@pacbell.net> On 03/06/2012 1:33 PM, Yan Seiner wrote: > I have rt4 running quite well on an apache server. However, I think I got > a little carried away when I set it up. here's my perl handler line from > apache.conf: > > > Order allow,deny > Allow from all > > AddDefaultCharset UTF-8 > > SetHandler perl-script > PerlResponseHandler Plack::Handler::Apache2 > PerlSetVar psgi_app /opt/rt4/sbin/rt-server > > > As it turns out, that redirects everything coming in to rt; even a request > like http://my.server/not_an_RT/page still redirects to the rt login. > > What have I done, and how can I fix it? > Would be my guess: Alias /rt "/opt/rt4/share/html" instead of Your config looks to me that rt is the root of your entire webserver, Tho I had some headaches getting the internal webpage to play nice with nagios and rt. -Mat From ruz at bestpractical.com Wed Mar 7 05:46:29 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 7 Mar 2012 14:46:29 +0400 Subject: [rt-users] position of the ticket number in the subject In-Reply-To: References: Message-ID: On Wed, Mar 7, 2012 at 00:15, ANDRE LUIS FORIGATO wrote: > Hello, > > The number of the ticket is placed on the left of the subject. > I need to put a ticket number on the right side of the subject. Is that > possible? Edit all templates and put the following line at the beginning: Subject: {$Ticket->Subject} [{$Ticket->SubjectTag}] See autoreply template as reference. Other way is to patch RT. Subject tag is placed in one place, so it would be easy patch and you wouldn't need to change every template. > > example: > Current issue: > [Test # 857490] Problems slowness ... > > I need to change to: > Problems slow ... [Test # 857490] > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston ? March 5 & 6, 2012 -- Best regards, Ruslan. From martin at uanet.se Wed Mar 7 06:05:30 2012 From: martin at uanet.se (Martin Petersson) Date: Wed, 7 Mar 2012 11:05:30 +0000 Subject: [rt-users] reminders? Message-ID: Hello, I?m following this guide http://requesttracker.wikia.com/wiki/Reminders I don't understand where to paste the code? 0 6 * * * root /opt/rt4/bin/rt-crontool \ --search RT::Search::FromSQL \ --search-arg 'Type = "reminder" and (Status = "open" or Status = "new")' \ --condition RT::Condition::BeforeDue \ --condition-arg 2d \ --action RT::Action::SendEmail \ --action-arg Owner \ --transaction first \ --template 'Reminder due soon' It?s not in my ordinary crontab, right? Is it in /opt/rt4/bin/rt-crontool? In that case, where? I found this in the file -------------------------------------------------------- =head1 NAME rt-crontool - a tool to act on tickets from an external scheduling tool =head1 SYNOPSIS # find all active tickets in the queue 'general' and set their priority to 99 if they are overdue: rt-crontool \ --search RT::Search::ActiveTicketsInQueue --search-arg general \ --condition RT::Condition::Overdue \ --action RT::Action::SetPriority --action-arg 99 \ --verbose # Escalate tickets rt-crontool \ --search RT::Search::ActiveTicketsInQueue --search-arg general \ --action RT::Action::EscalatePriority =head1 DESCRIPTION This script is a tool to act on tickets from an external scheduling tool, such as cron. -------------------------------------------------------- Med V?nliga H?lsningar/Best Regards -------------------------------------------------------- Martin Petersson *: Office +46 (0)522 98028 *: Fax +46 (0)70 25 79 453 *: www.uanet.se Gustaf Mattssons V?g 2 451 50 Uddevalla Orgnr: 556702-4095 Styrelsens s?te: Uddevalla P Please consider the environment before printing this e-mail. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt-users at thefreecat.org Wed Mar 7 07:22:08 2012 From: rt-users at thefreecat.org (JC Boggio) Date: Wed, 07 Mar 2012 13:22:08 +0100 Subject: [rt-users] Unassigning tickets does not work In-Reply-To: <4F3138D3.30408@thefreecat.org> References: <4F3138D3.30408@thefreecat.org> Message-ID: <4F5752F0.1050305@thefreecat.org> Just a quick follow-up for the record. Problem was my fault : I have a scrip modifying a ticket owner as soon as someone "works" on the ticket. There are exceptions, like when the owner is changed. But RT4 changed the way the transaction stores this owner change : RT3: Type='Give', Field='Owner' RT4: Type='Set', Field='Owner' Hope this helps. From ruz at bestpractical.com Wed Mar 7 07:57:31 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 7 Mar 2012 16:57:31 +0400 Subject: [rt-users] Unassigning tickets does not work In-Reply-To: <4F5752F0.1050305@thefreecat.org> References: <4F3138D3.30408@thefreecat.org> <4F5752F0.1050305@thefreecat.org> Message-ID: On Wed, Mar 7, 2012 at 16:22, JC Boggio wrote: > Just a quick follow-up for the record. > > Problem was my fault : I have a scrip modifying a ticket owner as soon as > someone "works" on the ticket. > > There are exceptions, like when the owner is changed. > > But RT4 changed the way the transaction stores this owner change : > > RT3: Type='Give', Field='Owner' > RT4: Type='Set', Field='Owner' Yep. We think it's better to have consistent (Set, Owner) pair instead of multiple Types for owner change transactions. Kind of the change can be figured and named from OldValue, NewValue and Creator columns. BriefDescription in Transaction.pm does such naming if you need example. > > Hope this helps. > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston ?March 5 & 6, 2012 -- Best regards, Ruslan. From dustin.berube at gmail.com Wed Mar 7 09:19:20 2012 From: dustin.berube at gmail.com (Dustin Berube) Date: Wed, 7 Mar 2012 09:19:20 -0500 Subject: [rt-users] RT 4.0.5 Inconsistently sending mail Message-ID: Good Day, I am running RT 4.0.5 on Debian 6 (installed from source) with a Postgres DB backend. Ever since completing the upgrade approximately two weeks ago we have been seeing the following error intermittently in the UI on tickets. When we did the upgrade we installed a fresh installation of RT on a new server and also took the opportunity to migrate from MySQL to Postgres. Wed Mar 07 09:08:16 2012The RT System itself - System error Sending the previous mail has failed. Please contact your admin, they can find more details in the logs. When I look into the logs I see the following actions for the ticket transaction (reply, comment) Mar 7 09:08:16 fccv-itsup01 RT: #4222/92694 - Scrip 5 On Correspond Notify AdminCcs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) Mar 7 09:08:16 fccv-itsup01 RT: #4222/92694 - Scrip 7 On Correspond Notify Other Recipients (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) Mar 7 09:08:16 fccv-itsup01 RT: No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:352) Mar 7 09:08:16 fccv-itsup01 RT: #4222/92694 - Scrip 6 On Correspond Notify Requestors and Ccs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) Mar 7 09:08:16 fccv-itsup01 RT: CurrentUserSelectQueue---22---CreateTicket---0ticketsSelectQueue---22---CreateTicket---1create_in_types_session_idActionsmy_rt_portletsCurrentSearchHashNextPagei at /opt/rt4/local/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Privileged line 11. (/opt/rt4/local/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Privileged:11) The common trend for the tickets that generate these messages is that they are external users to our organization that are being auto created on ticket submission. I have verified that the users have valid email address populated in RT. When this occurs it stops the user correspondence (auto-reply, reply to ticket, etc) and the Admin CC from being sent. I should also add that the Scrips being executed in the examples above are stock script that shipped with RT with no modifications. Any help on where to look to get further information would be appreciated. Thanks, Dustin -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Mar 7 09:50:11 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 07 Mar 2012 09:50:11 -0500 Subject: [rt-users] RT 4.0.5 Inconsistently sending mail In-Reply-To: References: Message-ID: <4F5775A3.2080703@bestpractical.com> On 03/07/2012 09:19 AM, Dustin Berube wrote: > When I look into the logs I see the following actions for the ticket > transaction (reply, comment) All of the log lines you provided are normal info log lines. You will need to find the actual error message, which should appear in the logs. Please also send your RT_SiteConfig.pm (with passwords censored) and details on your outgoing mail configuration. Thomas From trs at bestpractical.com Wed Mar 7 09:53:17 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 07 Mar 2012 09:53:17 -0500 Subject: [rt-users] reminders? In-Reply-To: References: Message-ID: <4F57765D.4020302@bestpractical.com> On 03/07/2012 06:05 AM, Martin Petersson wrote: > It?s not in my ordinary crontab, right? Is it in > /opt/rt4/bin/rt-crontool? In that case, where? rt-crontool is the program you're running; don't modify it. The line you pasted from the wiki page is a crontab line. You put it in /etc/crontab or an RT specific crontab file. You could also extract just the command and turn it into a simple shell script and drop it into /etc/cron.d/rt. Please read "man 5 crontab" to learn more about cron. From dustin.berube at gmail.com Wed Mar 7 10:28:52 2012 From: dustin.berube at gmail.com (Dustin Berube) Date: Wed, 7 Mar 2012 10:28:52 -0500 Subject: [rt-users] RT 4.0.5 Inconsistently sending mail In-Reply-To: <4F5775A3.2080703@bestpractical.com> References: <4F5775A3.2080703@bestpractical.com> Message-ID: On Wed, Mar 7, 2012 at 9:50 AM, Thomas Sibley wrote: > On 03/07/2012 09:19 AM, Dustin Berube wrote: > > When I look into the logs I see the following actions for the ticket > > transaction (reply, comment) > > All of the log lines you provided are normal info log lines. You will > need to find the actual error message, which should appear in the logs. > > Please also send your RT_SiteConfig.pm (with passwords censored) and > details on your outgoing mail configuration. > Thomas, I have attached a sanitized copy of my RT_SiteConfig.pm as a text file. Outgoing mail is routed to a SMTP smart host which is our Exchange server. I found the error and have included it below. Mar 7 08:28:11 fccv-itsup01 RT: #4222/92655 - Scrip 3 On Create Autoreply To Requestors (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) Mar 7 08:28:11 fccv-itsup01 RT: : Could not send mail with command `/usr/sbin/sendmail -oi -t -f techsupport at flaglerclerk.com`: couldn't execute program: Cannot allocate memory at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 447.#012#012Stack:#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:447]#012 [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:308]#012 [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:128]#012 [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232]#012 [/opt/rt4/sbin/../lib/RT/Scrip.pm:475]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:198]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:201]#012 [/opt/rt4/sbin/../lib/RT/Record.pm:1459]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:676]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1514]#012 [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:465) Mar 7 08:28:11 fccv-itsup01 RT: #4222/92655 - Scrip 4 On Create Notify AdminCcs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) Mar 7 08:28:11 fccv-itsup01 RT: : Could not send mail with command `/usr/sbin/sendmail -oi -t -f techsupport at flaglerclerk.com`: couldn't execute program: Cannot allocate memory at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 447.#012#012Stack:#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:447]#012 [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:308]#012 [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:128]#012 [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232]#012 [/opt/rt4/sbin/../lib/RT/Scrip.pm:475]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:198]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:201]#012 [/opt/rt4/sbin/../lib/RT/Record.pm:1459]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:676]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1514]#012 [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:465) Let me know if further information is needed. -Dustin -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- Set( $rtname, "Flagler Clerk's Office"); Set( $Organization, 'rt.fccv-itsup01.fccoc.local'); Set( $Timezone, 'America/New_York'); Set( $DatabaseType, 'Pg'); Set( $DatabaseUser, '######'); Set( $DatabasePassword, '######'); Set( $DatabaseName, 'rt4'); Set( $WebDomain, "rt.fccv-itsup01.fccoc.local"); Set( $WebPath, ""); Set( $WebBaseURL, "http://rt.fccv-itsup01.fccoc.local"); Set( $MinimumPassowrdLength, "5"); Set( $OwnerEmail, 'root'); Set( $LoopsToRTOwner, 1); Set( $SendmailArguments, "-oi -t -f techsupport\@flaglerclerk.com"); Set( $MaxAttachmentSize , 40000000); Set( $PreferRichText, true); Set( $TrustHTMLAttachments, true); Set( $RTAddressRegexp, '^((techsupport|ap|vab|rt-ap|rt-vab)\@(flaglerclerk\.com|itsupport\.fccoc\.local))$'); Set( $CorrespondAddress, 'techsupport at flaglerclerk.com'); Set( $CommentAddress, 'techsupport at flaglerclerk.com'); Set( $ParseNewMessageForTicketCcs, 1); Set($UseFriendlyFromLine, 1); Set($FriendlyFromLineFormat, "\"%s\" <%s>"); Set($UseFriendlyToLine, 1); Set($FriendlyToLineFormat, "\"%s Ticket #%s\":;"); Set($NotifyActor, 0); Set($RecordOutgoingEmail, 1); Set($HomepageComponents, [qw( QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards )]); Set(@Plugins, (qw( RTx::AssetTracker RT::Extension::PriorityAsString RT::Authen::ExternalAuth RT::Extension::JSGantt RT::Extension::CommandByMail RT::Extension::CustomFieldsOnUpdate RT::Extension::SpawnLinkedTicketInQueue ))); # Setup Full Text Searching Set( %FullTextSearch, Enable => 1, Indexed => 1, Column => 'ContentIndex', Table => 'Attachments', ); # Priority as a String Config Set( %PriorityAsString, (Low => 0, Medium => 50, High => 75, Critical => 100)); Set( @PriorityAsStringOrder, qw(Low Medium High Critical)); # External Auth Config require "/opt/rt4/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm"; Set( $AuthMethods, ['FCC_LDAP', 'Internal']); Set( $AutoCreate, {Privileged => 1}); # JSGantt Config Set( %JSGanttOptions, DefaultFormat => 'day', # or week or month or quarter ShowOwner => 1, ShowProgress => 1, ShowDuration => 1, # define your own color scheme: # ColorScheme => ['ff0000', 'ffff00', 'ff00ff', '00ff00', '00ffff', '0000ff'], # we color owners consistently by default, you can disable it via: # ColorSchemeByOwner => 0, # you can specify colors to use, unspecified owners will be # assigned to some color automatically: # ColorSchemeByOwner => { root => 'ff0000', foo => '00ff00' }, # if can't find both start and end dates, use this color NullDatesColor => 333, # to caculate day length WorkingHoursPerDay => 8, # used to set start/end if one exists but the other does not DefaultDays => 7, ); # Command By Mail Config Set( @MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); Set( $CommandByMailGroup, 40); 1; From ruz at bestpractical.com Wed Mar 7 10:57:03 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 7 Mar 2012 19:57:03 +0400 Subject: [rt-users] RT 4.0.5 Inconsistently sending mail In-Reply-To: References: <4F5775A3.2080703@bestpractical.com> Message-ID: On Wed, Mar 7, 2012 at 19:28, Dustin Berube wrote: > On Wed, Mar 7, 2012 at 9:50 AM, Thomas Sibley wrote: >> >> On 03/07/2012 09:19 AM, Dustin Berube wrote: >> > When I look into the logs I see the following actions for the ticket >> > transaction (reply, comment) >> >> All of the log lines you provided are normal info log lines. ?You will >> need to find the actual error message, which should appear in the logs. >> >> Please also send your RT_SiteConfig.pm (with passwords censored) and >> details on your outgoing mail configuration. > > > Thomas, > > I have attached a sanitized copy of my RT_SiteConfig.pm as a text file. > Outgoing mail is routed to a SMTP smart host which is our Exchange server. > > I found the error and have included it below. RT couldn't start sendmail program as server is out of memory. > Mar? 7 08:28:11 fccv-itsup01 RT: > > #4222/92655 - Scrip 3 On Create Autoreply To Requestors > (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) > > Mar? 7 08:28:11 fccv-itsup01 RT: > : Could > not send mail with command `/usr/sbin/sendmail -oi -t -f > techsupport at flaglerclerk.com`: couldn't execute program: Cannot allocate > memory at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line > 447.#012#012Stack:#012 > [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:447]#012 > [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:308]#012 > [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:128]#012 > [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232]#012 > [/opt/rt4/sbin/../lib/RT/Scrip.pm:475]#012 > [/opt/rt4/sbin/../lib/RT/Scrips.pm:198]#012 > [/opt/rt4/sbin/../lib/RT/Transaction.pm:201]#012 > [/opt/rt4/sbin/../lib/RT/Record.pm:1459]#012 > [/opt/rt4/sbin/../lib/RT/Ticket.pm:676]#012 > [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1514]#012 > [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] > (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:465) > > Mar? 7 08:28:11 fccv-itsup01 RT: > > #4222/92655 - Scrip 4 On Create Notify AdminCcs > (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) > > Mar? 7 08:28:11 fccv-itsup01 RT: > : Could > not send mail with command `/usr/sbin/sendmail -oi -t -f > techsupport at flaglerclerk.com`: couldn't execute program: Cannot allocate > memory at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line > 447.#012#012Stack:#012 > [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:447]#012 > [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:308]#012 > [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:128]#012 > [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232]#012 > [/opt/rt4/sbin/../lib/RT/Scrip.pm:475]#012 > [/opt/rt4/sbin/../lib/RT/Scrips.pm:198]#012 > [/opt/rt4/sbin/../lib/RT/Transaction.pm:201]#012 > [/opt/rt4/sbin/../lib/RT/Record.pm:1459]#012 > [/opt/rt4/sbin/../lib/RT/Ticket.pm:676]#012 > [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1514]#012 > [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] > (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:465) > > Let me know if further information is needed. > -Dustin > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston ? March 5 & 6, 2012 -- Best regards, Ruslan. From dustin.berube at gmail.com Wed Mar 7 11:14:31 2012 From: dustin.berube at gmail.com (Dustin Berube) Date: Wed, 7 Mar 2012 11:14:31 -0500 Subject: [rt-users] RT 4.0.5 Inconsistently sending mail In-Reply-To: References: <4F5775A3.2080703@bestpractical.com> Message-ID: On Wed, Mar 7, 2012 at 10:57 AM, Ruslan Zakirov wrote: > On Wed, Mar 7, 2012 at 19:28, Dustin Berube > wrote: > > On Wed, Mar 7, 2012 at 9:50 AM, Thomas Sibley > wrote: > >> > >> On 03/07/2012 09:19 AM, Dustin Berube wrote: > >> > When I look into the logs I see the following actions for the ticket > >> > transaction (reply, comment) > >> > >> All of the log lines you provided are normal info log lines. You will > >> need to find the actual error message, which should appear in the logs. > >> > >> Please also send your RT_SiteConfig.pm (with passwords censored) and > >> details on your outgoing mail configuration. > > > > > > Thomas, > > > > I have attached a sanitized copy of my RT_SiteConfig.pm as a text file. > > Outgoing mail is routed to a SMTP smart host which is our Exchange > server. > > > > I found the error and have included it below. > > RT couldn't start sendmail program as server is out of memory. > > I noticed that as well after I sent the error to the list. I have dug further into the issue and found that Apache was consuming most of the memory on the server. I have tweaked MaxClients and MaxRequestsPerChild and will post back in a few days with my findings. Thanks, Dustin -------------- next part -------------- An HTML attachment was scrubbed... URL: From arthur_rance at hotmail.com Wed Mar 7 11:22:07 2012 From: arthur_rance at hotmail.com (Arthur Rance) Date: Wed, 7 Mar 2012 17:22:07 +0100 Subject: [rt-users] CustomizingWithLocalDir failed Message-ID: Hello, Why doesn't this work ? cp?/usr/local/share/rt40/html/SelfService/Create.html?/usr/local/share/rt40/local/html/SelfService/Create.html vim?/usr/local/share/rt40/local/html/SelfService/Create.html rm -rf /var/run/rt40/mason_data/obj/* apachectl restart My modification had no effect on the?SelfService interface... Why ? From tjrc at sanger.ac.uk Wed Mar 7 11:32:46 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Wed, 7 Mar 2012 16:32:46 +0000 Subject: [rt-users] CustomizingWithLocalDir failed In-Reply-To: References: Message-ID: <90CF63E4-418E-40D6-9067-7F9CE752A91B@sanger.ac.uk> On 7 Mar 2012, at 16:22, Arthur Rance wrote: > > Hello, > > Why doesn't this work ? > > cp /usr/local/share/rt40/html/SelfService/Create.html /usr/local/share/rt40/local/html/SelfService/Create.html > vim /usr/local/share/rt40/local/html/SelfService/Create.html > rm -rf /var/run/rt40/mason_data/obj/* > apachectl restart > > My modification had no effect on the SelfService interface... Why ? Perhaps the cache got recreated between the rm and the apachectl commands, because apache was still running? Try stopping apache completely, then removing the mason cache, and then restarting apache. That's what I usually do. 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 Izz.Abdullah at hibbett.com Wed Mar 7 11:37:06 2012 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Wed, 7 Mar 2012 16:37:06 +0000 Subject: [rt-users] Print Ticket History Message-ID: I was searching through my email archives as well as Google and didn't see anything directly related. I want to be able to add a 'Print Option' to the interface for techs to print out the entire ticket history. Can someone guide me in the right direction to get started? Thanks, Izz -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Mar 7 11:41:49 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 07 Mar 2012 11:41:49 -0500 Subject: [rt-users] Print Ticket History In-Reply-To: References: Message-ID: <4F578FCD.1050809@bestpractical.com> On 03/07/2012 11:37 AM, Izz Abdullah wrote: > I want to be able to add a ?Print Option? to the interface for techs to > print out the entire ticket history. Can someone guide me in the right > direction to get started? RT 4.0.5 ships with a much improved print stylesheet, especially for tickets. Try printing from your browser to see what it looks like. If you really want to add the button in RT instead of using the browser's print button, you can trigger the browser print dialog with some javascript. Thomas From arthur_rance at hotmail.com Wed Mar 7 11:43:59 2012 From: arthur_rance at hotmail.com (Arthur Rance) Date: Wed, 7 Mar 2012 17:43:59 +0100 Subject: [rt-users] CustomizingWithLocalDir failed In-Reply-To: <90CF63E4-418E-40D6-9067-7F9CE752A91B@sanger.ac.uk> References: , <90CF63E4-418E-40D6-9067-7F9CE752A91B@sanger.ac.uk> Message-ID: > Subject: Re: [rt-users] CustomizingWithLocalDir failed > From: tjrc at sanger.ac.uk > Date: Wed, 7 Mar 2012 16:32:46 +0000 > CC: rt-users at lists.bestpractical.com > To: arthur_rance at hotmail.com > > > On 7 Mar 2012, at 16:22, Arthur Rance wrote: > > > > > Hello, > > > > Why doesn't this work ? > > > > cp /usr/local/share/rt40/html/SelfService/Create.html /usr/local/share/rt40/local/html/SelfService/Create.html > > vim /usr/local/share/rt40/local/html/SelfService/Create.html > > rm -rf /var/run/rt40/mason_data/obj/* > > apachectl restart > > > > My modification had no effect on the SelfService interface... Why ? > > Perhaps the cache got recreated between the rm and the apachectl commands, because apache was still running? Try stopping apache completely, then removing the mason cache, and then restarting apache. That's what I usually do. > > Tim Sorry, I tried the wrong directory. It was "/usr/local/www/rt40" in my configuration. /usr/local/www/rt40/SelfService/Create.html It works now :o) From Izz.Abdullah at hibbett.com Wed Mar 7 11:51:25 2012 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Wed, 7 Mar 2012 16:51:25 +0000 Subject: [rt-users] Print Ticket History In-Reply-To: <4F578FCD.1050809@bestpractical.com> References: <4F578FCD.1050809@bestpractical.com> Message-ID: Yeah, I was looking at the print preview of the ticket history, and it is including the header / page title and links, as well as actions like queue change and whatnot. It's not pretty. RT 4.0.2. I ONLY want the ticket history...ok, I can deal with the system changes such as queue changes, RT mail, etc in the history, but can I bypass it from showing the Page-Navigation and Main-Navigation headers? Thanks again, Izz -----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, March 07, 2012 10:42 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Print Ticket History On 03/07/2012 11:37 AM, Izz Abdullah wrote: > I want to be able to add a ?Print Option? to the interface for techs > to print out the entire ticket history. Can someone guide me in the > right direction to get started? RT 4.0.5 ships with a much improved print stylesheet, especially for tickets. Try printing from your browser to see what it looks like. If you really want to add the button in RT instead of using the browser's print button, you can trigger the browser print dialog with some javascript. Thomas From trs at bestpractical.com Wed Mar 7 11:54:33 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 07 Mar 2012 11:54:33 -0500 Subject: [rt-users] Print Ticket History In-Reply-To: References: <4F578FCD.1050809@bestpractical.com> Message-ID: <4F5792C9.50708@bestpractical.com> On 03/07/2012 11:51 AM, Izz Abdullah wrote: > Yeah, I was looking at the print preview of the ticket history, and > it is including the header / page title and links, as well as actions > like queue change and whatnot. It's not pretty. RT 4.0.2. I ONLY > want the ticket history...ok, I can deal with the system changes such > as queue changes, RT mail, etc in the history, but can I bypass it > from showing the Page-Navigation and Main-Navigation headers? Yes, upgrade to 4.0.5 where we did this work already, like I said... From falcone at bestpractical.com Wed Mar 7 13:04:08 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 7 Mar 2012 13:04:08 -0500 Subject: [rt-users] Aoache help - what have I done? In-Reply-To: <4F569A00.1000302@pacbell.net> References: <4F569A00.1000302@pacbell.net> Message-ID: <20120307180408.GG61605@jibsheet.com> On Tue, Mar 06, 2012 at 03:13:04PM -0800, 20/20 Lab wrote: > On 03/06/2012 1:33 PM, Yan Seiner wrote: > >I have rt4 running quite well on an apache server. However, I think I got > >a little carried away when I set it up. here's my perl handler line from > >apache.conf: > > > > > > Order allow,deny > > Allow from all > > > > AddDefaultCharset UTF-8 > > > > SetHandler perl-script > > PerlResponseHandler Plack::Handler::Apache2 > > PerlSetVar psgi_app /opt/rt4/sbin/rt-server > > > > > >As it turns out, that redirects everything coming in to rt; even a request > >like http://my.server/not_an_RT/page still redirects to the rt login. > > > >What have I done, and how can I fix it? > > > Would be my guess: > > > Alias /rt "/opt/rt4/share/html" > > > instead of > > Your config looks to me that rt is the root of your entire > webserver, Tho I had some headaches getting the internal webpage > to play nice with nagios and rt. Those aren't the only steps needed to run at /rt The steps are documented in the "Running RT at /rt rather than /" section of docs/web_deployment.pod shipped with RT. Yan - your config tells Apache that everything under / is passed to RT. What are you trying to 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 kenn.crocker at gmail.com Wed Mar 7 13:56:28 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Wed, 7 Mar 2012 10:56:28 -0800 Subject: [rt-users] RT3.8.7 using custom fields to restrict sending a reply on resolve In-Reply-To: References: Message-ID: Chris, you're welcome. The neat (and sometimes confusing for perl beginners like me) thing is that with perl you can construct several different styles/techniques of code that all do the same thing. Kenn On Mon, Mar 5, 2012 at 3:17 PM, Chris Herrmann wrote: > Thanks Ken, I have it working now. I also found > http://wiki-archive.bestpractical.com/view/CustomConditionSnippets > which was very helpful - it actually has a specific example for what > I'm trying to do. I have a couple of questions too... but first the > answer: > > ============================ > Condition: UserDefined > Action: NotifyRequestors > Template: MyTemplate > Stage: TransactionCreate > > Custom Condition: > my $Ticket = $self->TicketObj; > > # We want the Request Feedback CF > my $TicketType = $Ticket->FirstCustomFieldValue('RequestFeedback'); > > # We want resolved status > return 0 unless $Ticket->Status eq "resolved"; > > # and... we want the CF to be Y > return 0 unless $TicketType eq 'Y'; > return 1; > ============================ > > I tried a lot of different variations on the theme, along the lines of: > return 0 if $cf->$self->TicketObj->FirstCustomFieldValue("RequestFeedback") > eq "N"; > return 0 unless > $cf->$self->TicketObj->FirstCustomFieldValue("RequestFeedback") eq "Y" > return 0 unless > $cf->$self->TicketObj->FirstCustomFieldValue('RequestFeedback') eq "Y" > > but these didn't return anything. I assume there's a problem with my > syntax or how I'm referring to objects but couldn't work it out... > luckily the page linked above has an example that has exactly what I'm > after! > > In this case the scrip triggers if the ticket is reopened, then > resolved again - for us this is OK but for others they might want to > only trigger this condition the first time a ticket is resolved. I > think you would need to use another CF to record the result of the > transaction in this case (i.e. if successful then set > CF-SentFeedbackRequest="y" or similar) and add an appropriate > condition to check above... but for us it's not required. > > Thanks! > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston March 5 & 6, 2012 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From gmayes at uoregon.edu Wed Mar 7 14:04:35 2012 From: gmayes at uoregon.edu (Geoff Mayes) Date: Wed, 7 Mar 2012 19:04:35 +0000 Subject: [rt-users] Custom Fields: Elements/ValidateCustomFields never gets values to validate so the "Input Must Match..." error text is always displayed even when values exist Message-ID: <6312F7735995824DBDF26DF3C332CCDE72A4DB@ad-cc-mbx01> Hello, We're running RT 4.0.4 on RHEL6 and we have noticed that any custom field with "Validation" set (to "Mandatory", for example) will always display the validation error text "Input Must Match [Mandatory]" even when the custom field is populated with a value. These error messages are displayed when we view the "Jumbo" version of the ticket or when we click the "Custom Fields" box link which then displays Ticket/Modify.html. This seems to happen for all types of custom fields, but to give one specific example, we're definitely seeing this for custom fields using "Select one value", "Select box", and applies to "Tickets". I've spent the last hour debugging this issue. Here's what I've found: - the error text is generated in html/Elements/ValidateCustomFields - no custom field values end up in html/Elements/ValidateCustomFields (i.e. the @values array) because its initial source of values, $ARGSRef, is always empty. - two of the pages where these errors occur, Tickets/Modify.html and Tickets/ModifyAll.html, are calling Elements/ValidateCustomFields with $ARGSRef always set to {}, which is why $ARGSRef in ValidateCustomFields is always empty. - I changed the ValidateCustomFields call in Tickets/Modify.html from $ARGSRef => {} to $ARGSRef => \%ARGS, but this only added an "id" key and value, such as this Data::Dumper output: "ARGSRef = $VAR1 = {#012 'id' => '362208'#012};" - So I'm thinking that (1) ValidateCustomFields needs to be called with $ARGSRef => \%ARGS and (2) \%ARGS needs to contain the data that ValidateCustomFields expects, which are keys of all the custom fields (e.g. "Object-RT::Ticket--CustomField-75-Value") and their corresponding values for the ticket being processed. Am I missing something? Is our installation fried for some reason? Have we forgotten some RT_SiteConfig magic? Many thanks for any help with this, Geoff Mayes From Izz.Abdullah at hibbett.com Wed Mar 7 15:41:17 2012 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Wed, 7 Mar 2012 20:41:17 +0000 Subject: [rt-users] Print Ticket History In-Reply-To: <4F5792C9.50708@bestpractical.com> References: <4F578FCD.1050809@bestpractical.com> <4F5792C9.50708@bestpractical.com> Message-ID: I was able to grab the 4.0.5 tarball and modify our current print.css in 4.0.2 to satisfy my needs based on direction from the 4.0.5 css file. Thanks! -----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, March 07, 2012 10:55 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Print Ticket History On 03/07/2012 11:51 AM, Izz Abdullah wrote: > Yeah, I was looking at the print preview of the ticket history, and it > is including the header / page title and links, as well as actions > like queue change and whatnot. It's not pretty. RT 4.0.2. I ONLY > want the ticket history...ok, I can deal with the system changes such > as queue changes, RT mail, etc in the history, but can I bypass it > from showing the Page-Navigation and Main-Navigation headers? Yes, upgrade to 4.0.5 where we did this work already, like I said... From falcone at bestpractical.com Wed Mar 7 16:28:03 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 7 Mar 2012 16:28:03 -0500 Subject: [rt-users] Custom Fields: Elements/ValidateCustomFields never gets values to validate so the "Input Must Match..." error text is always displayed even when values exist In-Reply-To: <6312F7735995824DBDF26DF3C332CCDE72A4DB@ad-cc-mbx01> References: <6312F7735995824DBDF26DF3C332CCDE72A4DB@ad-cc-mbx01> Message-ID: <20120307212803.GH61605@jibsheet.com> On Wed, Mar 07, 2012 at 07:04:35PM +0000, Geoff Mayes wrote: > We're running RT 4.0.4 on RHEL6 and we have noticed that any custom > field with "Validation" set (to "Mandatory", for example) will always > display the validation error text "Input Must Match [Mandatory]" even > when the custom field is populated with a value. These error messages > are displayed when we view the "Jumbo" version of the ticket or when > we click the "Custom Fields" box link which then displays > Ticket/Modify.html. This seems to happen for all types of custom > fields, but to give one specific example, we're definitely seeing this > for custom fields using "Select one value", "Select box", and applies > to "Tickets". The code in question passes an empty argument list so that you always see "This field is mandatory" and know that removing content will cause an error. This behavior is "intended" although we've considered changing it in a major release. -kevin > I've spent the last hour debugging this issue. Here's what I've found: > - the error text is generated in html/Elements/ValidateCustomFields > - no custom field values end up in html/Elements/ValidateCustomFields (i.e. the @values array) because its initial source of values, $ARGSRef, is always empty. > - two of the pages where these errors occur, Tickets/Modify.html and Tickets/ModifyAll.html, are calling Elements/ValidateCustomFields with $ARGSRef always set to {}, which is why $ARGSRef in ValidateCustomFields is always empty. > - I changed the ValidateCustomFields call in Tickets/Modify.html from $ARGSRef => {} to $ARGSRef => \%ARGS, but this only added an "id" key and value, such as this Data::Dumper output: "ARGSRef = $VAR1 = {#012 'id' => '362208'#012};" > - So I'm thinking that (1) ValidateCustomFields needs to be called with $ARGSRef => \%ARGS and (2) \%ARGS needs to contain the data that ValidateCustomFields expects, which are keys of all the custom fields (e.g. "Object-RT::Ticket--CustomField-75-Value") and their corresponding values for the ticket being processed. > > Am I missing something? Is our installation fried for some reason? Have we forgotten some RT_SiteConfig magic? > > Many thanks for any help with this, > > Geoff Mayes -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From alan.mckay+rt at gmail.com Wed Mar 7 16:34:03 2012 From: alan.mckay+rt at gmail.com (Alan McKay) Date: Wed, 7 Mar 2012 16:34:03 -0500 Subject: [rt-users] problems installing rt4 on Ubuntu 11.11 Message-ID: Hi folks, I have an Ubuntu 11.11 system that I want to install RT onto, but the MySQL database is on another system. And this seems to be an issue even though the installer seems to think it can do this. I found this recent thread but the OP did not report back as to how he got it to work http://lists.bestpractical.com/pipermail/rt-users/2012-January/074770.html So what did I do? I installed the packages via apt-get apt-get install request-tracker4 rt4-apache2 rt4-clients rt4-db-mysql and then as part of that, it prompted me for a number of things. When it came to the part where it said it wants to configure the database, I told it I would do it manually because silly me I did not think it would deal with having the DB on a separate system. So when the install was done I went over to my other system and created a DB and user for RT, and gave the user the proper permissions for the DB. I verified the permissions were good by doing the DB creation from the RT system. I did this : mysql --user-rt4 --password=rtticket --host=10.246.159.43 --database=requesttracker4 < /usr/share/request-tracker4/etc/schema.mysql Where the IP shown is not my RT system, it is the system with the MySQL DB. This command worked well and so I then went about finding all the files where I had to make changes for this to work. I thought I had found them, but when I tried to start Apache I got this : ---snip--- apachectl restart [Tue Mar 6 21:07:39 2012] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Handle.pm line 242. (/usr/share/request-tracker4/lib/RT/Handle.pm:241) RT couldn't connect to the database where tickets are stored. If this is a new installation of RT, you should visit the URL below to configure RT and initialize your database. If this is an existing RT installation, this may indicate a database connectivity problem. The error RT got back when trying to connect to your database was: Couldn't find RT_System user in the DB '' ---snip--- And when I went to the URL for it on my RT system, I got this : ---snip--- Permission denied at /usr/share/request-tracker4/html/Install/index.html line 98. ---snip--- Then after mucking about a bit more I discovered the Ubuntu dpkg-reconfigure command, which let me re-do the installation and this time around I told it to go ahead and configure the database for me. I answered the questions as best I could and it went ahead to try to do something useful for me, but I ended back up where I began above. See below, where I have replaced the actual with the text "FQDN". I then went over to my database and created a user "root at FQDN" and gave it full permissions to the database for RT. I suspect what my problem is, is that this root at FQDN user needs to have full permission over my entire MySQL database in order to do a database creation. But that makes me nervous as heck on my live database! Maybe someone can confirm this? Thanks for any help you can give me. I'd be happy with being able to complete the 'dpkg-reconfigure' or with doing it manually. I thought I had gotten all the manual stuff in place properly the first time around but that error on line 98 is what completely stumped me. It was still lacking this "RT_System" user best I could tell, and I could find nowhere to tell me how to set that up manually. ---snip--- root at bioinfoadmin:/etc/request-tracker4# dpkg-reconfigure request-tracker4**WARNING** **WARNING** If you are using mod_perl or any form of persistent perl **WARNING** process such as FastCGI, you will need to restart your **WARNING** web server and any persistent processes now. **WARNING** dbconfig-common: writing config to /etc/dbconfig-common/request-tracker4.conf ERROR 1045 (28000): Access denied for user 'root'@'FQDN' (using password: YES). unable to connect to mysql server. error encountered creating user: ERROR 1045 (28000): Access denied for user 'root'@'FQDN' (using password: YES) dbconfig-common: request-tracker4 configure: trying again. dbconfig-common: writing config to /etc/dbconfig-common/request-tracker4.conf dbconfig-common: flushing administrative password root at bioinfoadmin:/etc/request-tracker4# !apa apachectl restart [Tue Mar 6 21:07:39 2012] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Handle.pm line 242. (/usr/share/request-tracker4/lib/RT/Handle.pm:241) RT couldn't connect to the database where tickets are stored. If this is a new installation of RT, you should visit the URL below to configure RT and initialize your database. If this is an existing RT installation, this may indicate a database connectivity problem. The error RT got back when trying to connect to your database was: Couldn't find RT_System user in the DB '' apache2: Could not reliably determine the server's fully qualified domain name, using 127.0.1.1 for ServerName ---snip--- Oh and one final note, I found this apache config in the Ubuntu package, and linked it in properly : cat /etc/apache2/sites-enabled/rtticket # To use RT together with mod_perl2, available in the # libapache2-mod-perl2 package, include this file with: # # Include /etc/request-tracker4/apache2-modperl2.conf # # into your Apache configuration file, in a virtual host section. # You will need to enable the Apache modules: perl, actions # # The best place for this in the Debian Apache2 default situation is # near the end of the VirtualHost section in the file # /etc/apache2/sites-available/default. # You might want to enable this line # AddDefaultCharset UTF-8 PerlSetEnv RT_SITE_CONFIG /etc/request-tracker4/RT_SiteConfig.pm # You might need to alter references to /rt in this file (there are # three) to match whatever base URL you are using for your RT site Alias /tickets /usr/share/request-tracker4/html SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /usr/share/request-tracker4/libexec/rt-server # Limit mail gateway access to localhost by default Order Allow,Deny Allow from 127.0.0.1 use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server"); -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Mar 7 17:24:47 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 7 Mar 2012 17:24:47 -0500 Subject: [rt-users] problems installing rt4 on Ubuntu 11.11 In-Reply-To: References: Message-ID: <20120307222447.GI61605@jibsheet.com> On Wed, Mar 07, 2012 at 04:34:03PM -0500, Alan McKay wrote: > Hi folks, > > I have an Ubuntu 11.11 system that I want to install RT onto, but the MySQL > database is on another system. And this seems to be an issue even though > the installer seems to think it can do this. > > I found this recent thread but the OP did not report back as to how he got > it to work > http://lists.bestpractical.com/pipermail/rt-users/2012-January/074770.html > > > So what did I do? > > I installed the packages via apt-get > > apt-get install request-tracker4 rt4-apache2 rt4-clients rt4-db-mysql > > and then as part of that, it prompted me for a number of things. When it > came to the part where it said it wants to configure the database, I told > it I would do it manually because silly me I did not think it would deal > with having the DB on a separate system. So when the install was done I > went over to my other system and created a DB and user for RT, and gave the > user the proper permissions for the DB. I verified the permissions were > good by doing the DB creation from the RT system. I did this : > > mysql --user-rt4 --password=rtticket --host=10.246.159.43 > --database=requesttracker4 < /usr/share/request-tracker4/etc/schema.mysql > > Where the IP shown is not my RT system, it is the system with the MySQL DB. > This command worked well and so I then went about finding all the files > where I had to make changes for this to work. I thought I had found them, > but when I tried to start Apache I got this : > > ---snip--- > apachectl restart > [Tue Mar 6 21:07:39 2012] [warning]: Use of uninitialized value in > concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Handle.pm > line 242. (/usr/share/request-tracker4/lib/RT/Handle.pm:241) > > RT couldn't connect to the database where tickets are stored. > If this is a new installation of RT, you should visit the URL below > to configure RT and initialize your database. > > If this is an existing RT installation, this may indicate a database > connectivity problem. > > The error RT got back when trying to connect to your database was: > > Couldn't find RT_System user in the DB '' > ---snip--- > > And when I went to the URL for it on my RT system, I got this : > > ---snip--- > Permission denied at /usr/share/request-tracker4/html/Install/index.html > line 98. > ---snip--- > > Then after mucking about a bit more I discovered the > Ubuntu dpkg-reconfigure command, which let me re-do the installation and > this time around I told it to go ahead and configure the database for me. While I can't answer questions about the Ubuntu process (but the packager may chime in with answers) your problem is that while you did part of the RT database install process, RT doesn't expect an empty database, it expects one with a number of existing pieces of data (hence your error). You'll want to review the rt-setup-database --help output. You could use the --skip-create option to let RT handle the schema and data pieces, but since you already have the schema in place, you'll need to run with --action coredata and with --action insert --datafile /patch/to/where/ubuntu/puts/our/initialdata file. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From drey111 at gmail.com Thu Mar 8 07:28:54 2012 From: drey111 at gmail.com (Joe Harris) Date: Thu, 8 Mar 2012 07:28:54 -0500 Subject: [rt-users] make upgrade-database error Message-ID: I am going from 3.8.8 to 4.0.4 and am running into an issue during the upgrade-database part. When it goes from 3.8.8 to 3.8.9 there is an error that shows: [Thu Mar 8 12:09:37 2012] [warning]: Use of uninitialized value in string eq at /usr/local/src/rt-4.0.4/sbin/../lib/RT/Template.pm line 627, <> line 1. (/usr/local/src/rt-4.0.4/sbin/../lib/RT/Template.pm:627) It looks like it gets past that and moves on through till it gets to 3.9.5 where it dumps me out: Processing 3.9.5 Now populating database schema. [Thu Mar 8 12:09:50 2012] [crit]: DBD::Pg::st execute failed: ERROR: more than one row returned by a subquery used as an expression (/usr/local/src/rt-4.0.4/sbin/../lib/RT.pm:341) DBD::Pg::st execute failed: ERROR: more than one row returned by a subquery used as an expression make: *** [upgrade-database] Error 255 This is our second upgrade as we have 2 RT systems. The other upgrade (3.8.7 to 4.0.4) went flawless. This upgrade is from an RT installation that has more custom fields and maybe a few more templates/scrips, but essentially it is very similar to the original one. Any ideas? Thanks in advance! Joe From ruz at bestpractical.com Thu Mar 8 07:39:11 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 8 Mar 2012 16:39:11 +0400 Subject: [rt-users] make upgrade-database error In-Reply-To: References: Message-ID: Hi, Probably the following select returns more than one row per custom field. You should delete incorrect records and re-run upgrade: SELECT ObjectId, Content FROM Attributes WHERE Name = 'Category' AND ObjectType = 'RT::CustomFieldValue'; On Thu, Mar 8, 2012 at 16:28, Joe Harris wrote: > I am going from 3.8.8 to 4.0.4 and am running into an issue during the > upgrade-database part. > > When it goes from 3.8.8 to 3.8.9 there is an error that shows: > > ?[Thu Mar ?8 12:09:37 2012] [warning]: Use of uninitialized value in > string eq at /usr/local/src/rt-4.0.4/sbin/../lib/RT/Template.pm line > 627, <> line 1. > (/usr/local/src/rt-4.0.4/sbin/../lib/RT/Template.pm:627) > > It looks like it gets past that and moves on through till it gets to > 3.9.5 where it dumps me out: > > Processing 3.9.5 > Now populating database schema. > [Thu Mar ?8 12:09:50 2012] [crit]: DBD::Pg::st execute failed: ERROR: > more than one row returned by a subquery used as an expression > (/usr/local/src/rt-4.0.4/sbin/../lib/RT.pm:341) > DBD::Pg::st execute failed: ERROR: ?more than one row returned by a > subquery used as an expression > make: *** [upgrade-database] Error 255 > > This is our second upgrade as we have 2 RT systems. ?The other upgrade > (3.8.7 to 4.0.4) went flawless. ?This upgrade is from an RT > installation that has more custom fields and maybe a few more > templates/scrips, but essentially it is very similar to the original > one. > > Any ideas? > > Thanks in advance! > > Joe -- Best regards, Ruslan. From alan.mckay+rt at gmail.com Thu Mar 8 09:02:46 2012 From: alan.mckay+rt at gmail.com (Alan McKay) Date: Thu, 8 Mar 2012 09:02:46 -0500 Subject: [rt-users] problems installing rt4 on Ubuntu 11.11 In-Reply-To: <20120307222447.GI61605@jibsheet.com> References: <20120307222447.GI61605@jibsheet.com> Message-ID: On Wed, Mar 7, 2012 at 5:24 PM, Kevin Falcone wrote: > rt-setup-database --help OK this is bizarre - when I run that program it mores the source code. Does not make any sense at all to me. Permissions are fine -rwxr-xr-x 1 root root 17698 2011-06-28 06:45 /usr/sbin/rt-setup-database-4 But when I type /usr/sbin/rt-setup-database-4 it more's the source code of the program instead of running it. -------------- next part -------------- An HTML attachment was scrubbed... URL: From alan.mckay+rt at gmail.com Thu Mar 8 09:54:37 2012 From: alan.mckay+rt at gmail.com (Alan McKay) Date: Thu, 8 Mar 2012 09:54:37 -0500 Subject: [rt-users] problems installing rt4 on Ubuntu 11.11 In-Reply-To: References: <20120307222447.GI61605@jibsheet.com> Message-ID: On Thu, Mar 8, 2012 at 9:02 AM, Alan McKay wrote: > But when I type /usr/sbin/rt-setup-database-4 it more's the source code of > the program instead of running it. > OK, that seems to be because I was missing perl-doc. Got that installed and was able to use this program to help me figure things out. The basic problem seems to be this : when you "GRANT ALL" in MySQL, it does not actually grant all!!! You get all privs except for the "GRANT" priv - I had to then manually give the root at RT_HOST user the GRANT priv and then the database creation went smoothly and I now seem to be running. -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Thu Mar 8 10:01:01 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 08 Mar 2012 10:01:01 -0500 Subject: [rt-users] make upgrade-database error In-Reply-To: References: Message-ID: <4F58C9AD.1050603@bestpractical.com> On 03/08/2012 07:28 AM, Joe Harris wrote: > When it goes from 3.8.8 to 3.8.9 there is an error that shows: > > [Thu Mar 8 12:09:37 2012] [warning]: Use of uninitialized value in > string eq at /usr/local/src/rt-4.0.4/sbin/../lib/RT/Template.pm line > 627, <> line 1. > (/usr/local/src/rt-4.0.4/sbin/../lib/RT/Template.pm:627) Ruslan already responded with the likely issue, but I wanted to point out that the above is just a warning (notice it's tagged [warning] after the timestamp). It's a good thing to read the warnings and see if they're indicative of an error, but in this case, the above is probably harmless. Just FYI and for future list readers. :) Thomas From arthur_rance at hotmail.com Thu Mar 8 10:24:43 2012 From: arthur_rance at hotmail.com (Arthur Rance) Date: Thu, 8 Mar 2012 16:24:43 +0100 Subject: [rt-users] Send a mail to a customer Message-ID: Hello, Is it possible to send a mail to a customer ? How ? By creating a ticket with the customer as requestor ? as CC ? What would you do ? -------------- next part -------------- An HTML attachment was scrubbed... URL: From martin at uanet.se Thu Mar 8 10:29:14 2012 From: martin at uanet.se (Martin Petersson) Date: Thu, 8 Mar 2012 15:29:14 +0000 Subject: [rt-users] VB: reminders? Message-ID: Does anyone know, please? Med V?nliga H?lsningar/Best Regards -------------------------------------------------------- Martin Petersson *: Office +46 (0)522 98028 *: Fax +46 (0)70 25 79 453 *: www.uanet.se Gustaf Mattssons V?g 2 451 50 Uddevalla Orgnr: 556702-4095 Styrelsens s?te: Uddevalla P Please consider the environment before printing this e-mail. Fr?n: Martin Petersson Skickat: den 7 mars 2012 12:05 Till: rt-users at lists.bestpractical.com ?mne: reminders? Hello, I?m following this guide http://requesttracker.wikia.com/wiki/Reminders I don't understand where to paste the code? 0 6 * * * root /opt/rt4/bin/rt-crontool \ --search RT::Search::FromSQL \ --search-arg 'Type = "reminder" and (Status = "open" or Status = "new")' \ --condition RT::Condition::BeforeDue \ --condition-arg 2d \ --action RT::Action::SendEmail \ --action-arg Owner \ --transaction first \ --template 'Reminder due soon' It?s not in my ordinary crontab, right? Is it in /opt/rt4/bin/rt-crontool? In that case, where? I found this in the file -------------------------------------------------------- =head1 NAME rt-crontool - a tool to act on tickets from an external scheduling tool =head1 SYNOPSIS # find all active tickets in the queue 'general' and set their priority to 99 if they are overdue: rt-crontool \ --search RT::Search::ActiveTicketsInQueue --search-arg general \ --condition RT::Condition::Overdue \ --action RT::Action::SetPriority --action-arg 99 \ --verbose # Escalate tickets rt-crontool \ --search RT::Search::ActiveTicketsInQueue --search-arg general \ --action RT::Action::EscalatePriority =head1 DESCRIPTION This script is a tool to act on tickets from an external scheduling tool, such as cron. -------------------------------------------------------- Med V?nliga H?lsningar/Best Regards -------------------------------------------------------- Martin Petersson *: Office +46 (0)522 98028 *: Fax +46 (0)70 25 79 453 *: www.uanet.se Gustaf Mattssons V?g 2 451 50 Uddevalla Orgnr: 556702-4095 Styrelsens s?te: Uddevalla P Please consider the environment before printing this e-mail. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Mar 8 10:30:46 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 8 Mar 2012 19:30:46 +0400 Subject: [rt-users] Send a mail to a customer In-Reply-To: References: Message-ID: On Thu, Mar 8, 2012 at 19:24, Arthur Rance wrote: > Hello, > > > Is it possible to send a mail to a customer ? How ? By creating a ticket > with the customer as requestor ? as CC ? What would you do ? By creating a ticket with the customer as requestor. > > > > > -- Best regards, Ruslan. From trs at bestpractical.com Thu Mar 8 10:58:57 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 08 Mar 2012 10:58:57 -0500 Subject: [rt-users] VB: reminders? In-Reply-To: References: Message-ID: <4F58D741.5020906@bestpractical.com> On 03/08/2012 10:29 AM, Martin Petersson wrote: > Does anyone know, please? I answered your question yesterday: http://lists.bestpractical.com/pipermail/rt-users/2012-March/075478.html Please read the mailing list if you're posting to it. Replies stay on the mailing list so that future readers and searchers can find common answers later. If all replies went to individuals then the community would need to do a lot more work answering repeat questions. Thomas From martin at uanet.se Thu Mar 8 11:01:33 2012 From: martin at uanet.se (Martin Petersson) Date: Thu, 8 Mar 2012 16:01:33 +0000 Subject: [rt-users] VB: reminders? In-Reply-To: <4F58D741.5020906@bestpractical.com> References: <4F58D741.5020906@bestpractical.com> Message-ID: Ok thank you, my spam filter must have taken it. I?ll try this. thanks Med V?nliga H?lsningar/Best Regards -------------------------------------------------------- Martin Petersson M: Office +46 (0)522 98028? ?: Fax +46 (0)70 25 79 453 F: www.uanet.se Gustaf Mattssons V?g 2 451 50 Uddevalla Orgnr: 556702-4095 Styrelsens s?te: Uddevalla ? Please consider the environment before printing this e-mail. -----Ursprungligt meddelande----- Fr?n: Thomas Sibley [mailto:trs at bestpractical.com] Skickat: den 8 mars 2012 16:59 Till: rt-users at lists.bestpractical.com Kopia: Martin Petersson ?mne: Re: [rt-users] VB: reminders? On 03/08/2012 10:29 AM, Martin Petersson wrote: > Does anyone know, please? I answered your question yesterday: http://lists.bestpractical.com/pipermail/rt-users/2012-March/075478.html Please read the mailing list if you're posting to it. Replies stay on the mailing list so that future readers and searchers can find common answers later. If all replies went to individuals then the community would need to do a lot more work answering repeat questions. Thomas From glyn.davies at fx.net.nz Thu Mar 8 15:14:43 2012 From: glyn.davies at fx.net.nz (Glyn Davies) Date: Fri, 9 Mar 2012 09:14:43 +1300 Subject: [rt-users] Approvals customisation Message-ID: Hi Folks, I have a couple of questions around customising Approvals. Firstly, I was wondering if there is a way to customise the My Approvals page? To be more specific one of the things I would like to do is collapse each waiting approval down so that they display as single line entries as we have a queue that generates a fair amount of traffic. Secondly, is there a way to give the requester a choice about who the approval goes to? For example our Change Request queue has quite a few approvers but some issues can only be approved by certain people so it would be nice to target them and not spam everyone else? Thanks in advance for your time. Cheers, Glyn -------------- next part -------------- An HTML attachment was scrubbed... URL: From sandra at hpcrd.lbl.gov Thu Mar 8 16:47:38 2012 From: sandra at hpcrd.lbl.gov (Sandra Wittenbrock) Date: Thu, 08 Mar 2012 13:47:38 -0800 Subject: [rt-users] users with multiple email addresses using mergeusers Message-ID: <4F5928FA.3040607@hpcrd.lbl.gov> Hello, Some of my users have two or more email addresses they can use to submit requests to RT. To allow for this, I currently allow RT to create accounts for unknown email addresses, and have installed MergeUsers. I'd like to add the email addresses to the accounts prior to requests coming from them, so that I could restrict usage, and avoid spam ticket requests. I did a little searching to see if I could find where the merged email addresses are stored, then decided maybe a kind knowledgeable member of the list would help me out. Is this stored in the database? I did a little digging, but didn't see anything promising. Any help would be appreciated. Regards, Sandra From martin at uanet.se Thu Mar 8 16:34:16 2012 From: martin at uanet.se (Martin Petersson) Date: Thu, 8 Mar 2012 21:34:16 +0000 Subject: [rt-users] VB: reminders? In-Reply-To: <4F58D741.5020906@bestpractical.com> References: <4F58D741.5020906@bestpractical.com> Message-ID: Sorry to bother again but Can i have it like this /etc/crontab? # /etc/crontab: system-wide crontab # Unlike any other crontab you don't have to run the `crontab' # command to install the new version when you edit this file # and files in /etc/cron.d. These files also have username fields, # that none of the other crontabs do. SHELL=/bin/sh PATH=/usr/local/sbin:/usr/local/bin:/sbin:/bin:/usr/sbin:/usr/bin # m h dom mon dow user command 17 * * * * root cd / && run-parts --report /etc/cron.hourly 25 6 * * * root test -x /usr/sbin/anacron || ( cd / && run-parts --report /etc/cron.daily ) 47 6 * * 7 root test -x /usr/sbin/anacron || ( cd / && run-parts --report /etc/cron.weekly ) 52 6 1 * * root test -x /usr/sbin/anacron || ( cd / && run-parts --report /etc/cron.monthly ) 0 6 * * * root /opt/rt4/bin/rt-crontool \ --search RT::Search::FromSQL \ --search-arg 'Type = "reminder" and (Status = "open" or Status = "new")' \ --condition RT::Condition::BeforeDue \ --condition-arg 2d \ --action RT::Action::SendEmail \ --action-arg Owner \ --transaction first \ --template 'Reminder due soon' # Med V?nliga H?lsningar/Best Regards -------------------------------------------------------- Martin Petersson M: Office +46 (0)522 98028? ?: Direct +46 (0)73 84 00 450 r: Fax +46 (0)70 25 79 453 F: www.uanet.se Gustaf Mattssons V?g 2 451 50 Uddevalla Orgnr: 556702-4095 Styrelsens s?te: Uddevalla ? Please consider the environment before printing this e-mail. -----Ursprungligt meddelande----- Fr?n: Thomas Sibley [mailto:trs at bestpractical.com] Skickat: den 8 mars 2012 16:59 Till: rt-users at lists.bestpractical.com Kopia: Martin Petersson ?mne: Re: [rt-users] VB: reminders? On 03/08/2012 10:29 AM, Martin Petersson wrote: > Does anyone know, please? I answered your question yesterday: http://lists.bestpractical.com/pipermail/rt-users/2012-March/075478.html Please read the mailing list if you're posting to it. Replies stay on the mailing list so that future readers and searchers can find common answers later. If all replies went to individuals then the community would need to do a lot more work answering repeat questions. Thomas From martin at uanet.se Thu Mar 8 17:13:09 2012 From: martin at uanet.se (Martin Petersson) Date: Thu, 8 Mar 2012 22:13:09 +0000 Subject: [rt-users] How to see another users tickets? Message-ID: Is there a way to see a colleagues tickets except watching in the users queues? I want to know that he?s doing his job properly. Med V?nliga H?lsningar/Best Regards -------------------------------------------------------- Martin Petersson *: Office +46 (0)522 98028 *: Direct +46 (0)73 84 00 450 *: Fax +46 (0)70 25 79 453 *: www.uanet.se [Beskrivning: Beskrivning: Beskrivning: sign] Gustaf Mattssons V?g 2 451 50 Uddevalla Orgnr: 556702-4095 Styrelsens s?te: Uddevalla P Please consider the environment before printing this e-mail. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 1755 bytes Desc: image001.gif URL: From l.loskot at seznam.cz Fri Mar 9 07:10:49 2012 From: l.loskot at seznam.cz (=?iso-8859-2?Q?Luk=E1=B9_Loskot?=) Date: Fri, 9 Mar 2012 13:10:49 +0100 Subject: [rt-users] Changing the auto reply text "could not load valid user" Message-ID: <000001ccfded$ac1cb220$04561660$@seznam.cz> Hi, I have set up the external AUTH to check users to our openLDAP server. I don't want our users to write to RT from their personal adreses. So far this work perfectly and as I want it to, but the reply message is englis and not all users can speak english. So my question is: Where can I change the text of the reply message? It is not one of the default templates. I have tried to search the web but all information I found is about how to set the auth and ticket create rights. Thank you for your tips. Regards Lukas Loskot From Chad.Osmond at compfitness.com Fri Mar 9 08:33:22 2012 From: Chad.Osmond at compfitness.com (Chad Osmond) Date: Fri, 9 Mar 2012 08:33:22 -0500 Subject: [rt-users] Placing Custom Fields into the Subject Message-ID: Hi, We have messages coming in with a generic subject, and we're using ExtractCF to pull out important information from the body into the Custom Fields, which works amazing. But I'd like to re-write the subject with some of the information contained in the custom fields.. Does anyone have an example on how to do this? I assume it's a Scrip, On Create, running after our ExtractCF scrip... Thanks, Chad Osmond -------------- next part -------------- An HTML attachment was scrubbed... URL: From fireskyer at emailn.de Fri Mar 9 09:37:04 2012 From: fireskyer at emailn.de (john s.) Date: Fri, 9 Mar 2012 06:37:04 -0800 (PST) Subject: [rt-users] VB: reminders? In-Reply-To: References: <4F58D741.5020906@bestpractical.com> Message-ID: <33472176.post@talk.nabble.com> Hello Martin why you don't use this plugin https://github.com/cloos/RT-Extension-ReminderImproved https://github.com/cloos/RT-Extension-ReminderImproved best regards john s. -- View this message in context: http://old.nabble.com/reminders--tp33457213p33472176.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Fri Mar 9 10:03:38 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 9 Mar 2012 10:03:38 -0500 Subject: [rt-users] Approvals customisation In-Reply-To: References: Message-ID: <20120309150338.GJ61605@jibsheet.com> On Fri, Mar 09, 2012 at 09:14:43AM +1300, Glyn Davies wrote: > Firstly, I was wondering if there is a way to customise the My Approvals page? To be more > specific one of the things I would like to do is collapse each waiting approval down so that > they display as single line entries as we have a queue that generates a fair amount of > traffic. You can read about changing the UI at http://requesttracker.wikia.com/wiki/Customizing > Secondly, is there a way to give the requester a choice about who the approval goes to? For > example our Change Request queue has quite a few approvers but some issues can only be > approved by certain people so it would be nice to target them and not spam everyone else? Sure, just make a custom field that offers a list of users and pick the Owner dynamically in your Template. -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 Mar 9 10:04:36 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 9 Mar 2012 10:04:36 -0500 Subject: [rt-users] users with multiple email addresses using mergeusers In-Reply-To: <4F5928FA.3040607@hpcrd.lbl.gov> References: <4F5928FA.3040607@hpcrd.lbl.gov> Message-ID: <20120309150436.GK61605@jibsheet.com> On Thu, Mar 08, 2012 at 01:47:38PM -0800, Sandra Wittenbrock wrote: > Some of my users have two or more email addresses they can use to submit > requests to RT. To allow for this, I currently allow RT to create > accounts for unknown email addresses, and have installed MergeUsers. > > I'd like to add the email addresses to the accounts prior to requests > coming from them, so that I could restrict usage, and avoid spam ticket > requests. I did a little searching to see if I could find where the > merged email addresses are stored, then decided maybe a kind > knowledgeable member of the list would help me out. Is this stored in > the database? I did a little digging, but didn't see anything promising. They're stored in a second User account, so create a new user with the secondary email address and merge them. There are command line tools for merging users, so if you can script the user creation with perl or an initialdata file, you can then use the command line tool to automate the merging. -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 Mar 9 10:04:59 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 9 Mar 2012 10:04:59 -0500 Subject: [rt-users] How to see another users tickets? In-Reply-To: References: Message-ID: <20120309150459.GL61605@jibsheet.com> On Thu, Mar 08, 2012 at 10:13:09PM +0000, Martin Petersson wrote: > Is there a way to see a colleagues tickets except watching in the users queues? > I want to know that he's doing his job properly. Grant an appropriate set of permissions to be able to run reports about what he is doing. -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 Mar 9 10:06:11 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 9 Mar 2012 10:06:11 -0500 Subject: [rt-users] Changing the auto reply text "could not load valid user" In-Reply-To: <000001ccfded$ac1cb220$04561660$@seznam.cz> References: <000001ccfded$ac1cb220$04561660$@seznam.cz> Message-ID: <20120309150611.GM61605@jibsheet.com> On Fri, Mar 09, 2012 at 01:10:49PM +0100, Luk?? Loskot wrote: > Hi, > > I have set up the external AUTH to check users to our openLDAP server. > I don't want our users to write to RT from their personal adreses. > So far this work perfectly and as I want it to, but the reply message is > englis and not all users can speak english. > > So my question is: > Where can I change the text of the reply message? > It is not one of the default templates. > > I have tried to search the web but all information I found is about how to > set the auth and ticket create rights. You'll need to customize _NoAuthorizedUserFound You can read about customizing RT at http://wiki.bestpractical.com/wiki/Customizing -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 Mar 9 10:07:18 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 9 Mar 2012 10:07:18 -0500 Subject: [rt-users] Placing Custom Fields into the Subject In-Reply-To: References: Message-ID: <20120309150718.GN61605@jibsheet.com> On Fri, Mar 09, 2012 at 08:33:22AM -0500, Chad Osmond wrote: > We have messages coming in with a generic subject, and we're using ExtractCF to pull out > important information from the body into the Custom Fields, which works amazing. > > But I'd like to re-write the subject with some of the information contained in the custom > fields.. > > Does anyone have an example on how to do this? > > I assume it's a Scrip, On Create, running after our ExtractCF scrip... Yes, it's an On Create with a User Defined action, Prepare would be 1; and Commit would call $self->TicketObj->SetSubject() passing in the data 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 rmcfatter at irobot.com Fri Mar 9 10:24:01 2012 From: rmcfatter at irobot.com (McFatter, Russell) Date: Fri, 9 Mar 2012 15:24:01 +0000 Subject: [rt-users] RT 4.0.0 - ie hangs but firefox works well Message-ID: I have several reports of this issue here as well, and can reproduce it myself. Upgrading from 4.0.2 to 4.0.5 didn't help. No other browsers are affected, but in larger installations where the default platform is WinXP/IE8, it's a problem. Server: Ubuntu 10.04 LTS (x64) / Apache 2 / mod_perl Request Tracker 4.0.5 Client: Windows XP (x86 - 32 bit) Internet Explorer 8.0.6001.18702IC To reproduce: Log into RT using Internet Explorer 8. View any existing ticket. Try to resize the Internet Explorer window. Result: Window never resizes; IE hangs "forever" and has to be killed. This seems to me that's it's going to be an Internet Explorer bug, but RT is the only thing that seems to provoke it. Russ McFatter From tjrc at sanger.ac.uk Fri Mar 9 11:26:29 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Fri, 9 Mar 2012 16:26:29 +0000 Subject: [rt-users] RT 4.0.0 - ie hangs but firefox works well In-Reply-To: References: Message-ID: On 9 Mar 2012, at 15:24, McFatter, Russell wrote: > This seems to me that's it's going to be an Internet Explorer bug, but RT is the only thing that seems to provoke it. Apparently it's a CSS3 thing, and commenting out the PIE.htc stuff from the appropriate CSS files fixes it (at the expense of losing some niceties like rounded corners). See: http://issues.bestpractical.com/Ticket/Display.html?id=17896 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 sharon.belliveau at frb.gov Fri Mar 9 12:14:27 2012 From: sharon.belliveau at frb.gov (sharon.belliveau at frb.gov) Date: Fri, 9 Mar 2012 12:14:27 -0500 Subject: [rt-users] Placing Custom Fields into the Subject In-Reply-To: References: Message-ID: <20120309171428.B57B82C4615@ibastion.frb.gov> >Date: Fri, 9 Mar 2012 08:33:22 -0500 >From: Chad Osmond >Subject: [rt-users] Placing Custom Fields into the Subject >Hi, >We have messages coming in with a generic subject, and we're using ExtractCF to pull out important information from the body into the Custom >Fields, which works amazing. >But I'd like to re-write the subject with some of the information contained in the custom fields.. >Does anyone have an example on how to do this? >I assume it's a Scrip, On Create, running after our ExtractCF scrip... >Thanks, >Chad Osmond Just implemented such a scrip here last week. We set the subject to the concatenation of two custom fields, Report Type and Report. After the scrip executes, the subject appears as Report Type: Report Description: 001 On Create, Set Subject to CF Values Condition: On Create Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom Condition: # set the subject to Report Type : Report my $subject = $self->TicketObj->FirstCustomFieldValue('Report Type') . ': ' . $self->TicketObj->FirstCustomFieldValue('Report') ; $self->TicketObj->SetSubject($subject) ; We may end up using TransactionBatch, as we have several other scrips that run On Create. The description has a 001 prefix to set the order for the scrips to be executed (I read that somewhere, ). Sharon Belliveau Federal Reserve Board From martin at uanet.se Sat Mar 10 10:38:56 2012 From: martin at uanet.se (Martin Petersson) Date: Sat, 10 Mar 2012 15:38:56 +0000 Subject: [rt-users] VB: reminders? Message-ID: Hello And thank you for the tip. I have RT 4.0.4 , does it work? I installed but didnt cleared out removed old extension and cleared out Masonbut it doesnt seem to happen anything? Do i need to do anything more except the installation? 1. perl Makefile.PL 2. make 3. remove old Extension: rm -rf /opt/rt3/local/plugins/RT-Extension-ReminderImproved 4. make install 5. Add 'RT::Extension::ReminderImproved' to @Plugins in /opt/rt3/etc/RT_SiteConfig.pm 6. Clear mason cache: rm -rf /opt/rt3/var/mason_data/obj 7. Restart webserver I added this "RT::Extension::ReminderImproved" in RT_SiteConfig.pm like this # You must install Plugins on your own, this is only an example # of the correct syntax to use when activating them. # There should only be one @Plugins declaration in your config file. #Set(@Plugins,(qw(RT::Extension::QuickDelete RT::Extension::CommandByMail))); Set(@Plugins,(qw(RT::Extension::ReminderImproved))); 1; Med V?nliga H?lsningar/Best Regards -------------------------------------------------------- Martin Petersson *: Office +46 (0)522 98028 *: Direct +46 (0)73 84 00 450 *: Fax +46 (0)70 25 79 453 *: www.uanet.se [Beskrivning: Beskrivning: Beskrivning: sign] Gustaf Mattssons V?g 2 451 50 Uddevalla Orgnr: 556702-4095 Styrelsens s?te: Uddevalla P Please consider the environment before printing this e-mail. Re: VB: reminders? [In reply to] ________________________________ Hello Martin why you don't use this plugin https://github.com/cloos/RT-Extension-ReminderImproved https://github.com/cloos/RT-Extension-ReminderImproved best regards john s. -- View this message in context: http://old.nabble.com/reminders--tp33457213p33472176.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 1755 bytes Desc: image001.gif URL: From martin at uanet.se Sat Mar 10 10:47:58 2012 From: martin at uanet.se (Martin Petersson) Date: Sat, 10 Mar 2012 15:47:58 +0000 Subject: [rt-users] VB: Re: VB: reminders? Message-ID: Ok i removed the thing i did and now i tried cpan RT::Extension::ReminderImproved and its installed but what more to do? I still doesnt get email reminders. Med V?nliga H?lsningar/Best Regards -------------------------------------------------------- Martin Petersson *: Office +46 (0)522 98028 *: Direct +46 (0)73 84 00 450 *: Fax +46 (0)70 25 79 453 *: www.uanet.se [Beskrivning: Beskrivning: Beskrivning: sign] Gustaf Mattssons V?g 2 451 50 Uddevalla Orgnr: 556702-4095 Styrelsens s?te: Uddevalla P Please consider the environment before printing this e-mail. Fr?n: Martin Petersson Skickat: den 10 mars 2012 16:39 Till: 'fireskyer at emailn.de'; rt-users at lists.bestpractical.com ?mne: Re: VB: reminders? Hello And thank you for the tip. I have RT 4.0.4 , does it work? I installed but didnt cleared out removed old extension and cleared out Masonbut it doesnt seem to happen anything? Do i need to do anything more except the installation? 1. perl Makefile.PL 2. make 3. remove old Extension: rm -rf /opt/rt3/local/plugins/RT-Extension-ReminderImproved 4. make install 5. Add 'RT::Extension::ReminderImproved' to @Plugins in /opt/rt3/etc/RT_SiteConfig.pm 6. Clear mason cache: rm -rf /opt/rt3/var/mason_data/obj 7. Restart webserver I added this "RT::Extension::ReminderImproved" in RT_SiteConfig.pm like this # You must install Plugins on your own, this is only an example # of the correct syntax to use when activating them. # There should only be one @Plugins declaration in your config file. #Set(@Plugins,(qw(RT::Extension::QuickDelete RT::Extension::CommandByMail))); Set(@Plugins,(qw(RT::Extension::ReminderImproved))); 1; Med V?nliga H?lsningar/Best Regards -------------------------------------------------------- Martin Petersson *: Office +46 (0)522 98028 *: Direct +46 (0)73 84 00 450 *: Fax +46 (0)70 25 79 453 *: www.uanet.se [Beskrivning: Beskrivning: Beskrivning: sign] Gustaf Mattssons V?g 2 451 50 Uddevalla Orgnr: 556702-4095 Styrelsens s?te: Uddevalla P Please consider the environment before printing this e-mail. Re: VB: reminders? [In reply to] ________________________________ Hello Martin why you don't use this plugin https://github.com/cloos/RT-Extension-ReminderImproved https://github.com/cloos/RT-Extension-ReminderImproved best regards john s. -- View this message in context: http://old.nabble.com/reminders--tp33457213p33472176.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 1755 bytes Desc: image001.gif URL: From ulf at openlane.com Sun Mar 11 15:05:36 2012 From: ulf at openlane.com (Ulf Zimmermann) Date: Sun, 11 Mar 2012 19:05:36 +0000 Subject: [rt-users] How are Reminders linked to tickets? Message-ID: We went recently through an upgrade from 3.2.2 to 4.0.5. After the upgrade someone created a reminder. It now shows "Couldn't find Ticket for reminder 75710. Please contact administrator." I tested a reminder on another ticket, that one is working fine, but I can't find how it is linked to the ticket I created on in the database. I was trying to find that, so I can figure out the 75710, why it can't find it's relation. So far the user, who created the reminder hasn't gotten back to me on which he created it. Ulf. From kenn.crocker at gmail.com Sun Mar 11 16:13:43 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Sun, 11 Mar 2012 13:13:43 -0700 Subject: [rt-users] How are Reminders linked to tickets? In-Reply-To: References: Message-ID: Ulf, Reminders are Tickets with the type = "reminder" and they are linked to other tickets via the LINKS table like any other ticket relationship. Your problem could stem from the fact that the older versions of RT did not automatically resolve a reminder when the ticker was resolved (not a problem now) so you could have reminder left over from before that was linked to a ticket that is now resolved. Just a thought. Kenn On Sun, Mar 11, 2012 at 12:05 PM, Ulf Zimmermann wrote: > We went recently through an upgrade from 3.2.2 to 4.0.5. > > After the upgrade someone created a reminder. It now shows "Couldn't find > Ticket for reminder 75710. Please contact administrator." I tested a > reminder on another ticket, that one is working fine, but I can't find how > it is linked to the ticket I created on in the database. I was trying to > find that, so I can figure out the 75710, why it can't find it's relation. > So far the user, who created the reminder hasn't gotten back to me on which > he created it. > > Ulf. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From florian.lengyel at gmail.com Sun Mar 11 21:42:29 2012 From: florian.lengyel at gmail.com (Florian Lengyel) Date: Sun, 11 Mar 2012 21:42:29 -0400 Subject: [rt-users] Couldn't load user '' Message-ID: Hello, I've searched through the archives and it appears that the answer to this problem has not been addressed. Attempts to add a new users whose attributes (username, email address) do not conflict with that of any other user can fail. Is there a patch for this bug? It is not a misunderstanding of some kind--I've used previous versions of RT and this behavior is indeed anomalous. FL -------------- next part -------------- An HTML attachment was scrubbed... URL: From ulf at openlane.com Mon Mar 12 02:00:51 2012 From: ulf at openlane.com (Ulf Zimmermann) Date: Mon, 12 Mar 2012 06:00:51 +0000 Subject: [rt-users] How are Reminders linked to tickets? In-Reply-To: References: Message-ID: > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker > Sent: Sunday, March 11, 2012 1:14 PM > To: RT User List > Subject: Re: [rt-users] How are Reminders linked to tickets? > > Ulf, > > Reminders are Tickets with the type = "reminder" and they are linked to other tickets via the LINKS table like any other ticket relationship. > > Your problem could stem from the fact that the older versions of RT did not automatically resolve a reminder when the ticker was resolved (not a problem now) so you could have? reminder left over from before that > was linked to a ticket that is now resolved. The reminder was created on a ticket, which was created after the upgrade. That ticket is also no resolved yet. End-user got back to me to tell me the ticket number. > > Just a thought. > > Kenn > On Sun, Mar 11, 2012 at 12:05 PM, Ulf Zimmermann wrote: > We went recently through an upgrade from 3.2.2 to 4.0.5. > > After the upgrade someone created a reminder. It now shows "Couldn't find Ticket for reminder 75710. Please contact administrator." I tested a reminder on another ticket, that one is working fine, but I can't find > how it is linked to the ticket I created on in the database. I was trying to find that, so I can figure out the 75710, why it can't find it's relation. So far the user, who created the reminder hasn't gotten back to me on > which he created it. > >Ulf. From nickyflavier at gmail.com Mon Mar 12 05:19:29 2012 From: nickyflavier at gmail.com (nickyflavier) Date: Mon, 12 Mar 2012 02:19:29 -0700 (PDT) Subject: [rt-users] Extension not able to install due to perl error Message-ID: <33485022.post@talk.nabble.com> Hi everyone, I am trying to install RT-Extension-MandatoryFields-0.5 , however it requires me to upgrade my perl version 5.8.8. So I went to this website and followed this guide http://blog.tuxforge.com/centos-5-perl-5-10/ I have successfully upgraded to 5.14.2 , typing this command "perl --version" returns below: This is perl 5, version 14, subversion 2 (v5.14.2) built for i686-linux-thread-multi So I went back to try and install RT-Extension-MandatoryFields-0.5 by typing "perl Makefile.PL" but it returns an error below: Cannot find the location of RT.pm that defines $RT::LocalPath in: etc etc .... It is asking me the Path to directory containing your RT.pm: I have tried all the locations, /opt/rt4/, /opt/rt4 , /opt/rt4/lib/ , /opt/rt3/ , /usr/src/rt-4.0.5 , etc. But for some reason it is not accepting the path. I even tried setting the variable RTHOME to /opt/rt4/ But still it is not able to find the RT.pm My suspect is perl is not upgraded properly. But I did not receive any errors during the upgrade. Anyone had any idea, please shed some light? Thank you in advance. -- View this message in context: http://old.nabble.com/Re%3A-Extension-not-able-to-install-due-to-perl-error-tp33485022p33485022.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From arthur_rance at hotmail.com Mon Mar 12 06:19:52 2012 From: arthur_rance at hotmail.com (Arthur Rance) Date: Mon, 12 Mar 2012 11:19:52 +0100 Subject: [rt-users] SelfService + Hide staff reply real name = ? Message-ID: Hello, When I read a ticket through the self-service, I can see the real name of the guy who replies. Is it possible to hide it ? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Mar 12 09:19:36 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 12 Mar 2012 17:19:36 +0400 Subject: [rt-users] SelfService + Hide staff reply real name = ? In-Reply-To: References: Message-ID: On Mon, Mar 12, 2012 at 14:19, Arthur Rance wrote: > Hello, > > > When I read a ticket through the self-service, I can see the real name of > the guy who replies. Is it possible to hide it ? By adjusting ShowUser component that is used to display user entries in the web interface. By adjusting ShowHistory component and sub-components. -- Best regards, Ruslan. From Izz.Abdullah at hibbett.com Mon Mar 12 10:56:48 2012 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Mon, 12 Mar 2012 14:56:48 +0000 Subject: [rt-users] TicketObj->Id to string for html Message-ID: I'm trying to grab just the current ticket ID, for a print button above the ticket summary on the Display.html screen. I want this so that when the user clicks on the print button, it actually prints /History.html?id=. Either my Google is broken because I am not finding how to extract the last 5 characters of the URL, and / or I am having trouble putting the value of $TicketObj->Id as a string value. This is not a scrip, but rather a Callback. Any help is greatly appreciated. Sincerely, Izz Izz Abdullah Network Administrator Hibbett Sporting Goods -------------- next part -------------- An HTML attachment was scrubbed... URL: From Izz.Abdullah at hibbett.com Mon Mar 12 10:59:44 2012 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Mon, 12 Mar 2012 14:59:44 +0000 Subject: [rt-users] TicketObj->Id to string for html In-Reply-To: References: Message-ID: Sorry: RT 4.0.2 From: Izz Abdullah Sent: Monday, March 12, 2012 9:57 AM To: rt-users at lists.bestpractical.com Subject: TicketObj->Id to string for html I'm trying to grab just the current ticket ID, for a print button above the ticket summary on the Display.html screen. I want this so that when the user clicks on the print button, it actually prints /History.html?id=. Either my Google is broken because I am not finding how to extract the last 5 characters of the URL, and / or I am having trouble putting the value of $TicketObj->Id as a string value. This is not a scrip, but rather a Callback. Any help is greatly appreciated. Sincerely, Izz Izz Abdullah Network Administrator Hibbett Sporting Goods -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Mon Mar 12 11:07:45 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 12 Mar 2012 11:07:45 -0400 Subject: [rt-users] TicketObj->Id to string for html In-Reply-To: References: Message-ID: <4F5E1141.4020903@bestpractical.com> On 03/12/2012 10:56 AM, Izz Abdullah wrote: > I?m trying to grab just the current ticket ID, for a print button above > the ticket summary on the Display.html screen. I want this so that when > the user clicks on the print button, it actually prints > > /History.html?id=. > > Either my Google is broken because I am not finding how to extract the > last 5 characters of the URL, and / or I am having trouble putting the > value of $TicketObj->Id as a string value. This is not a scrip, but > rather a Callback. Any help is greatly appreciated. You should really show what you're trying, since otherwise no one can point to where you've gone wrong. I suspect you just want <% $TicketObj->Id %> From Izz.Abdullah at hibbett.com Mon Mar 12 11:11:16 2012 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Mon, 12 Mar 2012 15:11:16 +0000 Subject: [rt-users] TicketObj->Id to string for html In-Reply-To: <4F5E1141.4020903@bestpractical.com> References: <4F5E1141.4020903@bestpractical.com> Message-ID: Print Ticket Summary This is being displayed on the Display.html page. I am simply wanting to print, from the Display.html page, the corresponding History.html page. Above this I had set $id = $TicketObj->id; This does not play well in the print dialog, nothing is passed into the $id (at least as a string). -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Monday, March 12, 2012 10:08 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] TicketObj->Id to string for html On 03/12/2012 10:56 AM, Izz Abdullah wrote: > I?m trying to grab just the current ticket ID, for a print button > above the ticket summary on the Display.html screen. I want this so > that when the user clicks on the print button, it actually prints > > /History.html?id=. > > Either my Google is broken because I am not finding how to extract the > last 5 characters of the URL, and / or I am having trouble putting the > value of $TicketObj->Id as a string value. This is not a scrip, but > rather a Callback. Any help is greatly appreciated. You should really show what you're trying, since otherwise no one can point to where you've gone wrong. I suspect you just want <% $TicketObj->Id %> From trs at bestpractical.com Mon Mar 12 11:39:00 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 12 Mar 2012 11:39:00 -0400 Subject: [rt-users] TicketObj->Id to string for html In-Reply-To: References: <4F5E1141.4020903@bestpractical.com> Message-ID: <4F5E1894.5040204@bestpractical.com> On 03/12/2012 11:11 AM, Izz Abdullah wrote: > onClick="window.print();return false">Print Ticket Summary Mason isn't all Perl. Print Ticket Summary > This is being displayed on the Display.html page. I am simply > wanting to print, from the Display.html page, the corresponding > History.html page. Your onclick handler "window.print(); return false" is going to open the print dialog for the page it's on (i.e. Display.html). From Izz.Abdullah at hibbett.com Mon Mar 12 11:56:46 2012 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Mon, 12 Mar 2012 15:56:46 +0000 Subject: [rt-users] TicketObj->Id to string for html In-Reply-To: <4F5E1894.5040204@bestpractical.com> References: <4F5E1141.4020903@bestpractical.com> <4F5E1894.5040204@bestpractical.com> Message-ID: Ok, understood. Short of buying a Mason book, I can rewrite some javascript to work out the print, but I am still not able to convert TicketObj->id to a string. Can you assist there please? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Monday, March 12, 2012 10:39 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] TicketObj->Id to string for html On 03/12/2012 11:11 AM, Izz Abdullah wrote: > onClick="window.print();return false">Print Ticket Summary Mason isn't all Perl. Print Ticket Summary > This is being displayed on the Display.html page. I am simply wanting > to print, from the Display.html page, the corresponding History.html > page. Your onclick handler "window.print(); return false" is going to open the print dialog for the page it's on (i.e. Display.html). From falcone at bestpractical.com Mon Mar 12 11:59:40 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 12 Mar 2012 11:59:40 -0400 Subject: [rt-users] Couldn't load user '' In-Reply-To: References: Message-ID: <20120312155940.GA33510@jibsheet.com> On Sun, Mar 11, 2012 at 09:42:29PM -0400, Florian Lengyel wrote: > I've searched through the archives and it appears that the answer to this problem has not been > addressed. Attempts to add a new users whose attributes (username, email address) do not > conflict with that of any other user can fail. > Is there a patch for this bug? It is not a misunderstanding of some kind--I've used previous > versions of RT and this behavior is indeed anomalous. Which version of RT, with what extensions installed? So far this has always turned out to be a bug in the error message for early 4.0 releases or a misconfiguration. -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 Mar 12 12:02:11 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 12 Mar 2012 12:02:11 -0400 Subject: [rt-users] TicketObj->Id to string for html In-Reply-To: References: <4F5E1141.4020903@bestpractical.com> <4F5E1894.5040204@bestpractical.com> Message-ID: <20120312160211.GB33510@jibsheet.com> On Mon, Mar 12, 2012 at 03:56:46PM +0000, Izz Abdullah wrote: > Ok, understood. Short of buying a Mason book, You don't have to buy the book, click on "Read it online". Also, Tom provided an example of the correct syntax. -kevin > I can rewrite some javascript to work out the print, but I am still not able to convert TicketObj->id to a string. Can you assist there please? > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley > Sent: Monday, March 12, 2012 10:39 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] TicketObj->Id to string for html > > On 03/12/2012 11:11 AM, Izz Abdullah wrote: > > > onClick="window.print();return false">Print Ticket Summary > > Mason isn't all Perl. > onClick="window.print();return false">Print Ticket Summary > > > This is being displayed on the Display.html page. I am simply wanting > > to print, from the Display.html page, the corresponding History.html > > page. > > Your onclick handler "window.print(); return false" is going to open the print dialog for the page it's on (i.e. Display.html). -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Izz.Abdullah at hibbett.com Mon Mar 12 12:06:26 2012 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Mon, 12 Mar 2012 16:06:26 +0000 Subject: [rt-users] TicketObj->Id to string for html In-Reply-To: <20120312160211.GB33510@jibsheet.com> References: <4F5E1141.4020903@bestpractical.com><4F5E1894.5040204@bestpractical.com> <20120312160211.GB33510@jibsheet.com> Message-ID: I completely overlooked his example. Thanks... -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, March 12, 2012 11:02 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] TicketObj->Id to string for html On Mon, Mar 12, 2012 at 03:56:46PM +0000, Izz Abdullah wrote: > Ok, understood. Short of buying a Mason book, You don't have to buy the book, click on "Read it online". Also, Tom provided an example of the correct syntax. -kevin > I can rewrite some javascript to work out the print, but I am still not able to convert TicketObj->id to a string. Can you assist there please? > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas > Sibley > Sent: Monday, March 12, 2012 10:39 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] TicketObj->Id to string for html > > On 03/12/2012 11:11 AM, Izz Abdullah wrote: > > > onClick="window.print();return false">Print Ticket Summary > > Mason isn't all Perl. Mason. Refer to http://masonbook.com > > onClick="window.print();return false">Print Ticket Summary > > > This is being displayed on the Display.html page. I am simply > > wanting to print, from the Display.html page, the corresponding > > History.html page. > > Your onclick handler "window.print(); return false" is going to open the print dialog for the page it's on (i.e. Display.html). From lenjaffe at jaffesystems.com Mon Mar 12 12:09:17 2012 From: lenjaffe at jaffesystems.com (Len Jaffe) Date: Mon, 12 Mar 2012 12:09:17 -0400 Subject: [rt-users] TicketObj->Id to string for html In-Reply-To: References: <4F5E1141.4020903@bestpractical.com> <4F5E1894.5040204@bestpractical.com> Message-ID: On Mon, Mar 12, 2012 at 11:56 AM, Izz Abdullah wrote: > Ok, understood. Short of buying a Mason book, I can rewrite some > javascript to work out the print, but I am still not able to convert > TicketObj->id to a string. Can you assist there please? > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley > Sent: Monday, March 12, 2012 10:39 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] TicketObj->Id to string for html > > On 03/12/2012 11:11 AM, Izz Abdullah wrote: > > > onClick="window.print();return false">Print Ticket Summary > > Mason isn't all Perl. Refer to http://masonbook.com > > onClick="window.print();return false">Print Ticket Summary > > > This is being displayed on the Display.html page. I am simply wanting > > to print, from the Display.html page, the corresponding History.html > > page. > > Your onclick handler "window.print(); return false" is going to open the > print dialog for the page it's on (i.e. Display.html). > As Tom pointed out below: > pair of tag symbols. So, as Tom also pointed out, your code above needs to look like this code: > 2011, 2010, 2009, Grub Asst. 2008, Trained 2007. -------------- next part -------------- An HTML attachment was scrubbed... URL: From florian.lengyel at gmail.com Mon Mar 12 12:10:10 2012 From: florian.lengyel at gmail.com (Florian Lengyel) Date: Mon, 12 Mar 2012 12:10:10 -0400 Subject: [rt-users] Couldn't load user '' In-Reply-To: <20120312155940.GA33510@jibsheet.com> References: <20120312155940.GA33510@jibsheet.com> Message-ID: On Mon, Mar 12, 2012 at 11:59 AM, Kevin Falcone wrote: > On Sun, Mar 11, 2012 at 09:42:29PM -0400, Florian Lengyel wrote: > > I've searched through the archives and it appears that the answer to > this problem has not been > > addressed. Attempts to add a new users whose attributes (username, > email address) do not > > conflict with that of any other user can fail. > > Is there a patch for this bug? It is not a misunderstanding of some > kind--I've used previous > > versions of RT and this behavior is indeed anomalous. > > Which version of RT, with what extensions installed? So far this has > always turned out to be a bug in the error message for early 4.0 > releases or a misconfiguration. > > -kevin > RT4.0.1 (under Unbuntu 11.10) I'm not sure how to check which extensions are installed. I have not installed any of the extensions listed on http://bestpractical.com/rt/extensions.html but I don't know if ubuntu installs any. Assuming that extensions are listed under Admin/Tools/Configuration.html, I do not see any. I am using nginx and mysql, incidentally. There are some minor changes to accomodate this. Thanks, FL -------------- next part -------------- An HTML attachment was scrubbed... URL: From Chad.Osmond at compfitness.com Mon Mar 12 17:00:24 2012 From: Chad.Osmond at compfitness.com (Chad Osmond) Date: Mon, 12 Mar 2012 17:00:24 -0400 Subject: [rt-users] Placing Custom Fields into the Subject In-Reply-To: <20120309150718.GN61605@jibsheet.com> References: <20120309150718.GN61605@jibsheet.com> Message-ID: >> But I'd like to re-write the subject with some of the information contained in the custom fields.. >> I assume it's a Scrip, On Create, running after our ExtractCF scrip... >Yes, it's an On Create with a User Defined action, Prepare would be 1; and Commit would call $self->TicketObj->SetSubject() passing in the data you want. I've created a scrip in the Global and in the Queue itself to try and get this working... So far I have: Description: " 020 - Set subject based on custom field" Condition: On Create Action: User Defined Template: Global Template: Blank Stage: Transaction Create Custom Condition: $RT::Logger->info("Running Scrip #020 Set Subject"); my $subject = $self->TicketObj->FirstCustomFieldValue('Address'); my ($status, $msg) = $self->TicketObj->SetSubject($subject) ; unless ( $status ) { $RT::Logger->error("Couldn't change the subject due to: $msg"); return 0; } return 1; Custom action prepare code: return 1; Custom action cleanup code: return 1; I set the logging in RT to debug, and I can see the scrip executing after the extraction of custom fields.. (It's #15) but the subject isn't set... ... [info]: CustomFieldValue (Pager, 025 ) added: 237 (/opt/rt4/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Action/ExtractCustomFieldValues.pm:213) [debug]: Committing scrip #15 on txn #1451 of ticket #194 (/opt/rt4/sbin/../lib/RT/Scrips.pm:192) [debug]: Committing scrip #3 on txn #1451 of ticket #194 (/opt/rt4/sbin/../lib/RT/Scrips.pm:192) [debug]: Committing scrip #4 on txn #1451 of ticket #194 (/opt/rt4/sbin/../lib/RT/Scrips.pm:192) [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x7f1ad539b878), id 1451 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:641) [debug]: Working on mailfield To; recipients are (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:657) [debug]: Subject: [RT #194] test 11 From falcone at bestpractical.com Mon Mar 12 17:04:20 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 12 Mar 2012 17:04:20 -0400 Subject: [rt-users] Couldn't load user '' In-Reply-To: References: <20120312155940.GA33510@jibsheet.com> Message-ID: <20120312210420.GC33510@jibsheet.com> On Mon, Mar 12, 2012 at 12:10:10PM -0400, Florian Lengyel wrote: > RT4.0.1 (under Unbuntu 11.10) That version of RT contained the bug that trying to create a user with a username or email that already exists gave a terrible error message. This includes Unprivileged or Disabled users, so you may need to go to the Users page and use either the Goto User box or the search to find the user who already exists. I believe that 4.0.2 or higher would give you a better error message (As fixed by 24e10893b834a15675a63757219ad03a3a51eb15 ) and some related commits. -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 Mar 12 17:05:52 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 12 Mar 2012 17:05:52 -0400 Subject: [rt-users] Placing Custom Fields into the Subject In-Reply-To: References: <20120309150718.GN61605@jibsheet.com> Message-ID: <20120312210552.GD33510@jibsheet.com> On Mon, Mar 12, 2012 at 05:00:24PM -0400, Chad Osmond wrote: > >> But I'd like to re-write the subject with some of the information contained in the custom fields.. > >> I assume it's a Scrip, On Create, running after our ExtractCF scrip... > > >Yes, it's an On Create with a User Defined action, Prepare would be 1; and Commit would call $self->TicketObj->SetSubject() passing in the data you want. > > I've created a scrip in the Global and in the Queue itself to try and get this working... > > So far I have: > > Description: " 020 - Set subject based on custom field" > Condition: On Create > Action: User Defined > Template: Global Template: Blank > Stage: Transaction Create > This code is for a User Defined condition, you have a User Defined action, so you need to delete the code from this box > Custom Condition: > $RT::Logger->info("Running Scrip #020 Set Subject"); > my $subject = $self->TicketObj->FirstCustomFieldValue('Address'); > my ($status, $msg) = $self->TicketObj->SetSubject($subject) ; > unless ( $status ) { > $RT::Logger->error("Couldn't change the subject due to: $msg"); > return 0; > } > return 1; > > Custom action prepare code: > return 1; And put it in this box (the cleanup box) > Custom action cleanup code: > return 1; > > > I set the logging in RT to debug, and I can see the scrip executing after the extraction of custom fields.. (It's #15) but the subject isn't set... RT will never execute the code in Custom Condition because your Condition is On Create (which is correct). RT is executing your custom action code, which consists only of a true value to indicate success. -kevin > [info]: CustomFieldValue (Pager, 025 ) added: 237 (/opt/rt4/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Action/ExtractCustomFieldValues.pm:213) > [debug]: Committing scrip #15 on txn #1451 of ticket #194 (/opt/rt4/sbin/../lib/RT/Scrips.pm:192) > [debug]: Committing scrip #3 on txn #1451 of ticket #194 (/opt/rt4/sbin/../lib/RT/Scrips.pm:192) > [debug]: Committing scrip #4 on txn #1451 of ticket #194 (/opt/rt4/sbin/../lib/RT/Scrips.pm:192) > [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x7f1ad539b878), id 1451 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:641) > [debug]: Working on mailfield To; recipients are (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:657) > [debug]: Subject: [RT #194] test 11 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From florian.lengyel at gmail.com Mon Mar 12 17:17:02 2012 From: florian.lengyel at gmail.com (Florian Lengyel) Date: Mon, 12 Mar 2012 17:17:02 -0400 Subject: [rt-users] Couldn't load user '' In-Reply-To: <20120312210420.GC33510@jibsheet.com> References: <20120312155940.GA33510@jibsheet.com> <20120312210420.GC33510@jibsheet.com> Message-ID: On Mon, Mar 12, 2012 at 5:04 PM, Kevin Falcone wrote: > On Mon, Mar 12, 2012 at 12:10:10PM -0400, Florian Lengyel wrote: > > RT4.0.1 (under Unbuntu 11.10) > > That version of RT contained the bug that trying to create a user with > a username or email that already exists gave a terrible error message. > > This includes Unprivileged or Disabled users, so you may need to go to > the Users page and use either the Goto User box or the search to find > the user who already exists. > > I assure you they don't exist, even after repeated attempts! My honest efforts to create Privileged, Enabled users were dashed. I've tried to search for the invisible users -- they were invisible because they were never created. > I believe that 4.0.2 or higher would give you a better error message > (As fixed by 24e10893b834a15675a63757219ad03a3a51eb15 ) and some > related commits. > > Since this is a new installation, I'm inclined to start over with 4.0.5. I had to piece together some installation notes from around the web for 4.0.1 (I'm running rt-server.fcgi with nginx, etc). > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Mon Mar 12 17:22:30 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 12 Mar 2012 17:22:30 -0400 Subject: [rt-users] Couldn't load user '' In-Reply-To: References: <20120312155940.GA33510@jibsheet.com> <20120312210420.GC33510@jibsheet.com> Message-ID: <4F5E6916.4020204@bestpractical.com> On 03/12/2012 05:17 PM, Florian Lengyel wrote: > Since this is a new installation, I'm inclined to start over with 4.0.5. > I had to piece together some installation notes from around the web > for 4.0.1 (I'm running rt-server.fcgi with nginx, etc). We document an nginx config in docs/web_deployment.pod and RT installation is covered in the README. What was missing that you expected documented? From jim.lesinski at gmail.com Mon Mar 12 18:52:00 2012 From: jim.lesinski at gmail.com (Jim Lesinski) Date: Mon, 12 Mar 2012 18:52:00 -0400 Subject: [rt-users] rt 4.0.5 - Autocomplete field type for external custom field does not work for non root user In-Reply-To: <20120305171142.GC61605@jibsheet.com> References: <4F4CECB5.1050005@bestpractical.com> <20120305171142.GC61605@jibsheet.com> Message-ID: Hi All, I created and applied a patch using rt-4.0.5 (the version I am on) and the 4.0/context-on-custom-fields branch and it does not seem to have fixed the issue at all. I outlined the steps I used to make a patch just in case that is incorrect, but I did check the files that were changed and they do have the additional lines added and removed where I would expect them. Any other ideas? Thanks, Jim HOW TO MAKE A GIT PATCH (or at least how I made it ) ==================================================================================================================== BACK UP YOUR REQUEST TRACKER DIRECTORY In this example I am making a patch for the rt-4.0.5 tagged version using the 4.0/context-on-custom-fields branch 1. Change to a directory to work in like /tmp/patch or something cd /tmp md patch cd patch 2. Clone the latest stable version git clone https://github.com/bestpractical/rt.git -b stable 3. Change to the stable directory cd stable 4. Make a patch from the two branch names or a tag name and a branch name. In the case below, I could not get the branch name to work because it included a forward slash so I used the commit id... Maybe someone can chime in? This didn't work: git format-patch rt-4.0.5..4.0/context-on-custom-fields --stdout > fields.patch git format-patch 94acf9055ccb6a7368d539dcc8f1d2684016e8ef..2b3265a91a4e5e8cdf724ea218ea30fa501f73b2 --stdout > fields.patch 5. Change to the RequestTracker install directory cd /opt/rt4 6. This shows what changes are in the patch: git apply --stat /tmp/patch/stable/fields.patch 7. This allows you to try out the patch: git apply --check /tmp/patch/stable/fields.patch 8. And Finally this applies the patch: git apply -v /tmp/patch/stable/fields.patch On Mon, Mar 5, 2012 at 12:11 PM, Kevin Falcone wrote: > On Mon, Mar 05, 2012 at 08:58:40AM -0500, Jim Lesinski wrote: > > I copied over the changed files from the branch you suggested into > > /local/lib/RT/CustomField.pm > > /local/lib/RT/Interface/Web.pm > > /local/lib/RT/Transaction.pm > > Then I cleared the mason cache and restarted apache. I ended up with > this error. > > Unfortunately, 4.0/context-on-custom-fields predates some work we did > in 4.0.5, so copying the files will take out code we added later. > You really want to apply patches (or do a local merge of that branch) > rather than trying to pull full files out of it. > > Github will show you what changes you'd need to apply here, but I'm > not sure how to get it to give you a patch file. > > > https://github.com/bestpractical/rt/compare/stable...4.0%2Fcontext-on-custom-fields > > -kevin > > > error: Undefined subroutine > &HTML::Mason::Commands::MaybeRedirectToApproval called at > > /opt/rt4/share/html/Ticket/autohandler line 14. > > context: ... > > 10: |(? > 11: $ > > 12: }ix; > > 13: > > 14: MaybeRedirectToApproval( > > 15: Whitelist => $whitelist, > > 16: ARGSRef => \%ARGS, > > 17: ); > > 18: > > ... > > code stack: /opt/rt4/share/html/Ticket/autohandler:14 > > /opt/rt4/sbin/../local/lib/RT/Interface/Web.pm:538 > > /opt/rt4/sbin/../local/lib/RT/Interface/Web.pm:285 > > /opt/rt4/share/html/autohandler:53 > > > > Have I done something wrong? Must I overwrite these files instead of > adding to the local > > directory? I did move the files manually into my local copy of 4.0.5 > but I thought that would > > work. > > Thanks for the help. I am thinking a work around would be to just > assign permissions to the > > field. Maybe I should just wait for 4.0.6. > > Jim > > On Wed, Feb 29, 2012 at 6:29 AM, Ruslan Zakirov <[1] > ruz at bestpractical.com> wrote: > > > > Hi, > > > > You need fixes from 4.0/context-on-custom-fields branch. > > On Tue, Feb 28, 2012 at 20:32, Jim Lesinski <[2] > jim.lesinski at gmail.com> wrote: > > > I turned on debug (*new to me) and it looks like this is the > relevant error > > > in the logs: > > > > > > Feb 28 11:22:11 buf-rtdev RT: Permission denied. User #63 has no > > > SeeCustomField right on CF #13 > > > > > > If I assign SeeCustomField directly to the custom field (#13) for > RTUser, > > > then the autocomplete value works. > > > > > > Maybe I am missing something here with permissions... Should I be > assigning > > > group or specific user permissions on a field by field basis? Up > until now I > > > had only put users in groups and assigned group permissions to > queues. I do > > > have a couple nested groups as well, but no permissions > explicitly defined > > > on a per field basis. It seems like it should be working though > since it > > > does work for other field types, just not autocomplete. > > > > > > > > > > > > > > > > > > On Tue, Feb 28, 2012 at 10:46 AM, Ruslan Zakirov <[3] > ruz at bestpractical.com> > > > wrote: > > >> > > >> Hi, > > >> > > >> Anything in debug logs when this doesn't work? > > >> > > >> > > >> On Tue, Feb 28, 2012 at 19:38, Jim Lesinski <[4] > jim.lesinski at gmail.com> > > >> wrote: > > >> > The user (RTuser) is Privileged. > > >> > > > >> > Here is an outline of the permissions assigned to RTUser: > > >> > > > >> > RTUser is a member of a GroupA that has OwnTicket, StealTicket > and > > >> > TakeTicket rights on the queue1. > > >> > > > >> > GroupA is a member of GroupB, which has CommentOnTicket, > CreateTicket, > > >> > ReplyToTicket, Watch, SeeCustomField, SeeQueue, and ShowTicket > > >> > permissions > > >> > on queue1. > > >> > > > >> > To test permissions, I just now assigned every single > permission to > > >> > RTUser > > >> > on the General Rights, Rights for Staff, and Rights for > Administrators > > >> > tabs > > >> > to RTUser for queue1 and still the autocomplete values do not > populate. > > >> > > > >> > If I go to Tools - Configuration - Global - User Rights and > add RTUser > > >> > and > > >> > then check in "Do anything and everything", the autocomplete > values work > > >> > for > > >> > [5]groups.pm. > > >> > > > >> > > > >> > > > >> > On Tue, Feb 28, 2012 at 10:03 AM, Thomas Sibley <[6] > trs at bestpractical.com> > > >> > wrote: > > >> >> > > >> >> On 02/28/2012 09:17 AM, Ruslan Zakirov wrote: > > >> >> >> I have set up a custom data source for a custom field as > outlined > > >> >> >> in external_custom_fields.pod. It seems that everything > works fine > > >> >> >> and > > >> >> >> I get > > >> >> >> pick list data populated into the custom field for all > field types > > >> >> >> when > > >> >> >> logged in as an account with root privileges. However, if > I switch > > >> >> >> to > > >> >> >> an > > >> >> >> account that has non-root privileges, all the fields types > work as > > >> >> >> expected > > >> >> >> other than the autocomplete field type. For some reason > this field > > >> >> >> type > > >> >> >> returns no data when I am logged in as a non-root user > account. > > >> >> [snip] > > >> >> >> Has anyone else run into this? Can someone else verify > this in their > > >> >> >> environment? > > >> >> >> > > >> >> > > > >> >> > [7] > http://issues.bestpractical.com/Ticket/Display.html?id=16946 > > >> >> > > >> >> To clarify, that bug applies to Self Service (unprivileged) > users only. > > >> >> It's not clear if your non-root user accounts that you tested > with are > > >> >> privileged or unprivileged. If they are privileged, > autocomplete CFs > > >> >> should work just fine. > > >> >> > > >> >> Thomas > > >> >> -------- > > >> >> RT Training Sessions ([8] > http://bestpractical.com/services/training.html) > > >> >> * Boston March 5 & 6, 2012 > > >> > > > >> > > > >> > > > >> > -------- > > >> > RT Training Sessions ([9] > http://bestpractical.com/services/training.html) > > >> > * Boston * March 5 & 6, 2012 > > >> > > >> > > >> > > >> -- > > >> Best regards, Ruslan. > > > > > > > > > > -- > > Best regards, Ruslan. > > > > References > > > > Visible links > > 1. mailto:ruz at bestpractical.com > > 2. mailto:jim.lesinski at gmail.com > > 3. mailto:ruz at bestpractical.com > > 4. mailto:jim.lesinski at gmail.com > > 5. http://groups.pm/ > > 6. mailto:trs at bestpractical.com > > 7. http://issues.bestpractical.com/Ticket/Display.html?id=16946 > > 8. http://bestpractical.com/services/training.html > > 9. http://bestpractical.com/services/training.html > > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Boston ? March 5 & 6, 2012 > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston ? March 5 & 6, 2012 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From adam.clarke at strategicdata.com.au Mon Mar 12 20:46:09 2012 From: adam.clarke at strategicdata.com.au (Adam Clarke) Date: Tue, 13 Mar 2012 11:46:09 +1100 Subject: [rt-users] Send a mail to a customer In-Reply-To: References: Message-ID: <0FF0FD7F-4B7C-4D52-B7B6-38FF033F59F1@strategicdata.com.au> On 09/03/2012, at 2:30 AM, Ruslan Zakirov wrote: > On Thu, Mar 8, 2012 at 19:24, Arthur Rance wrote: >> Hello, >> >> >> Is it possible to send a mail to a customer ? How ? By creating a ticket >> with the customer as requestor ? as CC ? What would you do ? > > By creating a ticket with the customer as requestor. We created a template that assists with this task if there is an auto reply on the queue since it is often confusing to the customer to get an automated response to a ticket that they did not send. http://requesttracker.wikia.com/wiki/AutoreplyOrCorrespondence From falcone at bestpractical.com Mon Mar 12 22:22:20 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 12 Mar 2012 22:22:20 -0400 Subject: [rt-users] rt 4.0.5 - Autocomplete field type for external custom field does not work for non root user In-Reply-To: References: <4F4CECB5.1050005@bestpractical.com> <20120305171142.GC61605@jibsheet.com> Message-ID: <20120313022220.GE33510@jibsheet.com> On Mon, Mar 12, 2012 at 06:52:00PM -0400, Jim Lesinski wrote: > get the branch name to work because it included a forward slash so I used the commit id... > Maybe someone can chime in? > This didn't work: git format-patch rt-4.0.5..4.0/context-on-custom-fields --stdout > > fields.patch > git format-patch > 94acf9055ccb6a7368d539dcc8f1d2684016e8ef..2b3265a91a4e5e8cdf724ea218ea30fa501f73b2 --stdout > > fields.patch It's not the forward slash, those are absolutely legal, the problem is that you had no local copy of the branch. git checkout 4.0/context-on-custom-fields git format-patch 4.0-trunk or git format-patch rt-4.0.5 will get you the 4 patches (your --stdout > file.patch would work too). Although your incant *should* have created the correct set of files. After applying the patches, clearing your mason cache and restarting apache, are you still seeing a warning in the debug logs? -kevin > 5. Change to the RequestTracker install directory > cd /opt/rt4 > 6. This shows what changes are in the patch: > git apply --stat /tmp/patch/stable/fields.patch > 7. This allows you to try out the patch: > git apply --check /tmp/patch/stable/fields.patch > 8. And Finally this applies the patch: > git apply -v /tmp/patch/stable/fields.patch > On Mon, Mar 5, 2012 at 12:11 PM, Kevin Falcone <[2]falcone at bestpractical.com> wrote: > > On Mon, Mar 05, 2012 at 08:58:40AM -0500, Jim Lesinski wrote: > > I copied over the changed files from the branch you suggested into > > /local/lib/RT/CustomField.pm > > /local/lib/RT/Interface/Web.pm > > /local/lib/RT/Transaction.pm > > Then I cleared the mason cache and restarted apache. I ended up with this error. > > Unfortunately, 4.0/context-on-custom-fields predates some work we did > in 4.0.5, so copying the files will take out code we added later. > You really want to apply patches (or do a local merge of that branch) > rather than trying to pull full files out of it. > > Github will show you what changes you'd need to apply here, but I'm > not sure how to get it to give you a patch file. > > [3]https://github.com/bestpractical/rt/compare/stable...4.0%2Fcontext-on-custom-fields > > -kevin > > error: Undefined subroutine &HTML::Mason::Commands::MaybeRedirectToApproval called at > > /opt/rt4/share/html/Ticket/autohandler line 14. > > context: ... > > 10: |(? > 11: $ > > 12: }ix; > > 13: > > 14: MaybeRedirectToApproval( > > 15: Whitelist => $whitelist, > > 16: ARGSRef => \%ARGS, > > 17: ); > > 18: > > ... > > code stack: /opt/rt4/share/html/Ticket/autohandler:14 > > /opt/rt4/sbin/../local/lib/RT/Interface/Web.pm:538 > > /opt/rt4/sbin/../local/lib/RT/Interface/Web.pm:285 > > /opt/rt4/share/html/autohandler:53 > > > > Have I done something wrong? Must I overwrite these files instead of adding to the local > > directory? I did move the files manually into my local copy of 4.0.5 but I thought that > would > > work. > > Thanks for the help. I am thinking a work around would be to just assign permissions to > the > > field. Maybe I should just wait for 4.0.6. > > Jim > > On Wed, Feb 29, 2012 at 6:29 AM, Ruslan Zakirov <[1][4]ruz at bestpractical.com> wrote: > > > > Hi, > > > > You need fixes from 4.0/context-on-custom-fields branch. > > On Tue, Feb 28, 2012 at 20:32, Jim Lesinski <[2][5]jim.lesinski at gmail.com> wrote: > > > I turned on debug (*new to me) and it looks like this is the relevant error > > > in the logs: > > > > > > Feb 28 11:22:11 buf-rtdev RT: Permission denied. User #63 has no > > > SeeCustomField right on CF #13 > > > > > > If I assign SeeCustomField directly to the custom field (#13) for RTUser, > > > then the autocomplete value works. > > > > > > Maybe I am missing something here with permissions... Should I be assigning > > > group or specific user permissions on a field by field basis? Up until now I > > > had only put users in groups and assigned group permissions to queues. I do > > > have a couple nested groups as well, but no permissions explicitly defined > > > on a per field basis. It seems like it should be working though since it > > > does work for other field types, just not autocomplete. > > > > > > > > > > > > > > > > > > On Tue, Feb 28, 2012 at 10:46 AM, Ruslan Zakirov <[3][6]ruz at bestpractical.com> > > > wrote: > > >> > > >> Hi, > > >> > > >> Anything in debug logs when this doesn't work? > > >> > > >> > > >> On Tue, Feb 28, 2012 at 19:38, Jim Lesinski <[4][7]jim.lesinski at gmail.com> > > >> wrote: > > >> > The user (RTuser) is Privileged. > > >> > > > >> > Here is an outline of the permissions assigned to RTUser: > > >> > > > >> > RTUser is a member of a GroupA that has OwnTicket, StealTicket and > > >> > TakeTicket rights on the queue1. > > >> > > > >> > GroupA is a member of GroupB, which has CommentOnTicket, CreateTicket, > > >> > ReplyToTicket, Watch, SeeCustomField, SeeQueue, and ShowTicket > > >> > permissions > > >> > on queue1. > > >> > > > >> > To test permissions, I just now assigned every single permission to > > >> > RTUser > > >> > on the General Rights, Rights for Staff, and Rights for Administrators > > >> > tabs > > >> > to RTUser for queue1 and still the autocomplete values do not populate. > > >> > > > >> > If I go to Tools - Configuration - Global - User Rights and add RTUser > > >> > and > > >> > then check in "Do anything and everything", the autocomplete values work > > >> > for > > >> > [5][8]groups.pm. > > >> > > > >> > > > >> > > > >> > On Tue, Feb 28, 2012 at 10:03 AM, Thomas Sibley <[6][9]trs at bestpractical.com> > > >> > wrote: > > >> >> > > >> >> On 02/28/2012 09:17 AM, Ruslan Zakirov wrote: > > >> >> >> I have set up a custom data source for a custom field as outlined > > >> >> >> in external_custom_fields.pod. It seems that everything works fine > > >> >> >> and > > >> >> >> I get > > >> >> >> pick list data populated into the custom field for all field types > > >> >> >> when > > >> >> >> logged in as an account with root privileges. However, if I switch > > >> >> >> to > > >> >> >> an > > >> >> >> account that has non-root privileges, all the fields types work as > > >> >> >> expected > > >> >> >> other than the autocomplete field type. For some reason this field > > >> >> >> type > > >> >> >> returns no data when I am logged in as a non-root user account. > > >> >> [snip] > > >> >> >> Has anyone else run into this? Can someone else verify this in their > > >> >> >> environment? > > >> >> >> > > >> >> > > > >> >> > [7][10]http://issues.bestpractical.com/Ticket/Display.html?id=16946 > > >> >> > > >> >> To clarify, that bug applies to Self Service (unprivileged) users only. > > >> >> It's not clear if your non-root user accounts that you tested with are > > >> >> privileged or unprivileged. If they are privileged, autocomplete CFs > > >> >> should work just fine. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jim.lesinski at gmail.com Mon Mar 12 22:47:10 2012 From: jim.lesinski at gmail.com (Jim Lesinski) Date: Mon, 12 Mar 2012 22:47:10 -0400 Subject: [rt-users] rt 4.0.5 - Autocomplete field type for external custom field does not work for non root user In-Reply-To: <20120313022220.GE33510@jibsheet.com> References: <4F4CECB5.1050005@bestpractical.com> <20120305171142.GC61605@jibsheet.com> <20120313022220.GE33510@jibsheet.com> Message-ID: Yep. In fact I was just looking at this issue and I traced the error out to line 311 in Principals.pm, which is the section of code below. If I just stick a "return 1;" above that section of code everything works. Coincidentally, I believe that this will also fix another bug I submitted [rt3 #19056] regarding permissions and the autocomplete custom field when not using a custom data source. Anyway, it has something to do with this bit of code about caching but my perl is to newb for a proper fix :) Hope that is helpful. Jim # Construct a hashkeys to cache decisions: # 1) full_hashkey - key for any result and for full combination of uid, right and objects # 2) short_hashkey - one key for each object to store positive results only, it applies # only to direct group rights and partly to role rights my $full_hashkey = join (";:;", $self->id, $args{'Right'}); foreach ( @{ $args{'EquivObjects'} } ) { my $ref_id = $self->_ReferenceId($_); $full_hashkey .= ";:;".$ref_id; my $short_hashkey = join(";:;", $self->id, $args{'Right'}, $ref_id); my $cached_answer = $_ACL_CACHE->fetch($short_hashkey); return $cached_answer > 0 if defined $cached_answer; } { my $cached_answer = $_ACL_CACHE->fetch($full_hashkey); return $cached_answer > 0 if defined $cached_answer; } my ( $hitcount, $via_obj ) = $self->_HasRight(%args); $_ACL_CACHE->set( $full_hashkey => $hitcount ? 1 : -1 ); $_ACL_CACHE->set( join(';:;', $self->id, $args{'Right'},$via_obj) => 1 ) if $via_obj && $hitcount; return ($hitcount); On Mon, Mar 12, 2012 at 10:22 PM, Kevin Falcone wrote: > On Mon, Mar 12, 2012 at 06:52:00PM -0400, Jim Lesinski wrote: > > get the branch name to work because it included a forward slash so I > used the commit id... > > Maybe someone can chime in? > > This didn't work: git format-patch > rt-4.0.5..4.0/context-on-custom-fields --stdout > > > fields.patch > > git format-patch > > > 94acf9055ccb6a7368d539dcc8f1d2684016e8ef..2b3265a91a4e5e8cdf724ea218ea30fa501f73b2 > --stdout > > > fields.patch > > It's not the forward slash, those are absolutely legal, the problem is > that you had no local copy of the branch. > > git checkout 4.0/context-on-custom-fields > git format-patch 4.0-trunk or git format-patch rt-4.0.5 > will get you the 4 patches (your --stdout > file.patch would work > too). Although your incant *should* have created the correct set of > files. > > After applying the patches, clearing your mason cache and restarting > apache, are you still seeing a warning in the debug logs? > > -kevin > > > 5. Change to the RequestTracker install directory > > cd /opt/rt4 > > 6. This shows what changes are in the patch: > > git apply --stat /tmp/patch/stable/fields.patch > > 7. This allows you to try out the patch: > > git apply --check /tmp/patch/stable/fields.patch > > 8. And Finally this applies the patch: > > git apply -v /tmp/patch/stable/fields.patch > > On Mon, Mar 5, 2012 at 12:11 PM, Kevin Falcone <[2] > falcone at bestpractical.com> wrote: > > > > On Mon, Mar 05, 2012 at 08:58:40AM -0500, Jim Lesinski wrote: > > > I copied over the changed files from the branch you suggested into > > > /local/lib/RT/CustomField.pm > > > /local/lib/RT/Interface/Web.pm > > > /local/lib/RT/Transaction.pm > > > Then I cleared the mason cache and restarted apache. I ended up > with this error. > > > > Unfortunately, 4.0/context-on-custom-fields predates some work we > did > > in 4.0.5, so copying the files will take out code we added later. > > You really want to apply patches (or do a local merge of that > branch) > > rather than trying to pull full files out of it. > > > > Github will show you what changes you'd need to apply here, but I'm > > not sure how to get it to give you a patch file. > > > > [3] > https://github.com/bestpractical/rt/compare/stable...4.0%2Fcontext-on-custom-fields > > > > -kevin > > > error: Undefined subroutine > &HTML::Mason::Commands::MaybeRedirectToApproval called at > > > /opt/rt4/share/html/Ticket/autohandler line 14. > > > context: ... > > > 10: |(? > > 11: $ > > > 12: }ix; > > > 13: > > > 14: MaybeRedirectToApproval( > > > 15: Whitelist => $whitelist, > > > 16: ARGSRef => \%ARGS, > > > 17: ); > > > 18: > > > ... > > > code stack: /opt/rt4/share/html/Ticket/autohandler:14 > > > /opt/rt4/sbin/../local/lib/RT/Interface/Web.pm:538 > > > /opt/rt4/sbin/../local/lib/RT/Interface/Web.pm:285 > > > /opt/rt4/share/html/autohandler:53 > > > > > > Have I done something wrong? Must I overwrite these files instead > of adding to the local > > > directory? I did move the files manually into my local copy of > 4.0.5 but I thought that > > would > > > work. > > > Thanks for the help. I am thinking a work around would be to just > assign permissions to > > the > > > field. Maybe I should just wait for 4.0.6. > > > Jim > > > On Wed, Feb 29, 2012 at 6:29 AM, Ruslan Zakirov <[1][4] > ruz at bestpractical.com> wrote: > > > > > > Hi, > > > > > > You need fixes from 4.0/context-on-custom-fields branch. > > > On Tue, Feb 28, 2012 at 20:32, Jim Lesinski <[2][5] > jim.lesinski at gmail.com> wrote: > > > > I turned on debug (*new to me) and it looks like this is the > relevant error > > > > in the logs: > > > > > > > > Feb 28 11:22:11 buf-rtdev RT: Permission denied. User #63 has no > > > > SeeCustomField right on CF #13 > > > > > > > > If I assign SeeCustomField directly to the custom field (#13) > for RTUser, > > > > then the autocomplete value works. > > > > > > > > Maybe I am missing something here with permissions... Should I > be assigning > > > > group or specific user permissions on a field by field basis? > Up until now I > > > > had only put users in groups and assigned group permissions to > queues. I do > > > > have a couple nested groups as well, but no permissions > explicitly defined > > > > on a per field basis. It seems like it should be working though > since it > > > > does work for other field types, just not autocomplete. > > > > > > > > > > > > > > > > > > > > > > > > On Tue, Feb 28, 2012 at 10:46 AM, Ruslan Zakirov <[3][6] > ruz at bestpractical.com> > > > > wrote: > > > >> > > > >> Hi, > > > >> > > > >> Anything in debug logs when this doesn't work? > > > >> > > > >> > > > >> On Tue, Feb 28, 2012 at 19:38, Jim Lesinski <[4][7] > jim.lesinski at gmail.com> > > > >> wrote: > > > >> > The user (RTuser) is Privileged. > > > >> > > > > >> > Here is an outline of the permissions assigned to RTUser: > > > >> > > > > >> > RTUser is a member of a GroupA that has OwnTicket, > StealTicket and > > > >> > TakeTicket rights on the queue1. > > > >> > > > > >> > GroupA is a member of GroupB, which has CommentOnTicket, > CreateTicket, > > > >> > ReplyToTicket, Watch, SeeCustomField, SeeQueue, and > ShowTicket > > > >> > permissions > > > >> > on queue1. > > > >> > > > > >> > To test permissions, I just now assigned every single > permission to > > > >> > RTUser > > > >> > on the General Rights, Rights for Staff, and Rights for > Administrators > > > >> > tabs > > > >> > to RTUser for queue1 and still the autocomplete values do > not populate. > > > >> > > > > >> > If I go to Tools - Configuration - Global - User Rights and > add RTUser > > > >> > and > > > >> > then check in "Do anything and everything", the autocomplete > values work > > > >> > for > > > >> > [5][8]groups.pm. > > > >> > > > > >> > > > > >> > > > > >> > On Tue, Feb 28, 2012 at 10:03 AM, Thomas Sibley <[6][9] > trs at bestpractical.com> > > > >> > wrote: > > > >> >> > > > >> >> On 02/28/2012 09:17 AM, Ruslan Zakirov wrote: > > > >> >> >> I have set up a custom data source for a custom field as > outlined > > > >> >> >> in external_custom_fields.pod. It seems that everything > works fine > > > >> >> >> and > > > >> >> >> I get > > > >> >> >> pick list data populated into the custom field for all > field types > > > >> >> >> when > > > >> >> >> logged in as an account with root privileges. However, > if I switch > > > >> >> >> to > > > >> >> >> an > > > >> >> >> account that has non-root privileges, all the fields > types work as > > > >> >> >> expected > > > >> >> >> other than the autocomplete field type. For some reason > this field > > > >> >> >> type > > > >> >> >> returns no data when I am logged in as a non-root user > account. > > > >> >> [snip] > > > >> >> >> Has anyone else run into this? Can someone else verify > this in their > > > >> >> >> environment? > > > >> >> >> > > > >> >> > > > > >> >> > [7][10] > http://issues.bestpractical.com/Ticket/Display.html?id=16946 > > > >> >> > > > >> >> To clarify, that bug applies to Self Service (unprivileged) > users only. > > > >> >> It's not clear if your non-root user accounts that you > tested with are > > > >> >> privileged or unprivileged. If they are privileged, > autocomplete CFs > > > >> >> should work just fine. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From fireskyer at emailn.de Tue Mar 13 05:44:27 2012 From: fireskyer at emailn.de (john s.) Date: Tue, 13 Mar 2012 02:44:27 -0700 (PDT) Subject: [rt-users] VB: Re: VB: reminders? In-Reply-To: References: Message-ID: <33493115.post@talk.nabble.com> Ok i removed the thing i did and now i tried cpan RT::Extension::ReminderImproved and its installed but what more to do? I still doesnt get email reminders. I found sth. in the Readme TODO The following features are on the TODO list: * email about overdue reminder so it is not implemented yet sorry i still don't know this fact before i have given you the link best regards john s. -- View this message in context: http://old.nabble.com/reminders--tp33457213p33493115.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From paul.renney at logica.com Tue Mar 13 06:31:34 2012 From: paul.renney at logica.com (Renney, Paul) Date: Tue, 13 Mar 2012 10:31:34 +0000 Subject: [rt-users] Change Ticket Creation form for only one queue Message-ID: <75B96AD150AB22458B839B06503D354C01254D@SE-EX023.groupinfra.com> I've been asked if it's possible to change the 'look and feel' of the Create Ticket and Modify Ticket forms for one particular queue. Care must be taken not to change any of the forms for other queues, and only these forms must be changed. As well as the colour and font on the forms, there needs to be some bespoke Javascript to guide the user input into certain fields, bespoke placements of fields into different sections which become active at certain points and others. Is is possible in RT to have a bespoke ticket form for one queue? I think I can make these changes for all queues by changing Create.html, and I've looked into doing it with a custom theme. I am equally happy with a 'this isn't possible in RT', or a 'this is possible, here's a suggestion how to do it' answer. We are using RT version 4.0.5. Regards, Paul 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 walid.haider at movensis.com Tue Mar 13 09:48:44 2012 From: walid.haider at movensis.com (Walid Haider) Date: Tue, 13 Mar 2012 13:48:44 +0000 Subject: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make HTML::Mason In-Reply-To: <20120305163508.GB61605@jibsheet.com> References: <81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932CD@mov-srv-central> <20120221194002.GO96259@jibsheet.com> <81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932DF@mov-srv-central> <20120222172635.GR96259@jibsheet.com> <81579A7D7E41FC44AFD2FB9D8AD8C8820178C709333E@mov-srv-central> <20120223161027.GV96259@jibsheet.com> <81579A7D7E41FC44AFD2FB9D8AD8C8820178C7168889@mov-srv-central> <20120302170715.GF3467@jibsheet.com> <81579A7D7E41FC44AFD2FB9D8AD8C8820178C7168988@mov-srv-central> <20120305163508.GB61605@jibsheet.com> Message-ID: <81579A7D7E41FC44AFD2FB9D8AD8C8820178C7168D27@mov-srv-central> Hi Kevin, Thanks for the response. Tried cpan Module::Build and got this: Test Summary Report ------------------- t/metadata.t (Wstat: 65280 Tests: 1 Failed: 1) Failed test: 1 Non-zero exit status: 255 Parse errors: Bad plan. You planned 116 tests but ran 1. t/version.t (Wstat: 512 Tests: 0 Failed: 0) Non-zero exit status: 2 Parse errors: No plan found in TAP output Files=2, Tests=1, 5 wallclock secs ( 0.01 usr 0.01 sys + 0.07 cusr 2.40 csys = 2.49 CPU) Result: FAIL Failed 2/2 test programs. 1/1 subtests failed. make: *** [test_dynamic] Error 2 DAGOLDEN/Module-Metadata-1.000009.tar.gz /usr/bin/make test -- NOT OK //hint// to see the cpan-testers results for installing this module, try: reports DAGOLDEN/Module-Metadata-1.000009.tar.gz Running make install make test had returned bad status, won't install without force Running install for module 'version' Running make for J/JP/JPEACOCK/version-0.96.tar.gz Has already been unwrapped into directory /root/.cpan/build/version-0.96-4Zvpfw Has already been made Running make test Has already been tested successfully Running make install Already done Running make for L/LE/LEONT/Module-Build-0.40.tar.gz Has already been unwrapped into directory /root/.cpan/build/Module-Build-0.40-JShO8A CPAN.pm: Building L/LE/LEONT/Module-Build-0.40.tar.gz Warning: Prerequisite 'Module::Metadata => 1.000002' for 'LEONT/Module-Build-0.40.tar.gz' failed when processing 'DAGOLDEN/Module-Metadata-1.000009.tar.gz' with 'make_test => NO'. Continuing, but chances to succeed are limited. CPAN: Time::HiRes loaded ok (v1.9719) Warning: Prerequisite 'version => 0.87' for 'LEONT/Module-Build-0.40.tar.gz' already built but the result looks suspicious. Skipping another build attempt, to prevent looping endlessly. /usr/bin/perl Build --makefile_env_macros 1 Can't locate Module/Metadata.pm in @INC (@INC contains: t/lib t/bundled lib /usr/local/lib64/perl5/site_perl/5.10.0/x86_64-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib64/perl5/vendor_perl/5.10.0/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.10.0 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.10.0/x86_64-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at lib/Module/Build/ModuleInfo.pm line 10. Compilation failed in require at lib/Module/Build/Base.pm line 23. BEGIN failed--compilation aborted at lib/Module/Build/Base.pm line 23. Compilation failed in require at lib/Module/Build.pm line 15. BEGIN failed--compilation aborted at lib/Module/Build.pm line 15. Compilation failed in require at Build line 42. BEGIN failed--compilation aborted at Build line 42. make: *** [all] Error 2 LEONT/Module-Build-0.40.tar.gz /usr/bin/make -- NOT OK Running make test Can't test without successful make Running make install Make had returned bad status, install seems impossible [root at rt-test .cpan]# Thanks, Walid -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: segunda-feira, 5 de Mar?o de 2012 16:35 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make HTML::Mason On Mon, Mar 05, 2012 at 10:01:44AM +0000, Walid Haider wrote: > >> That sounds pretty broken. > >> What's in /root/.cpan/build ? > You are absolutely right, I went ahead and removed the build directory before answering your question. I'm sorry. > > >You can also always manually download HTML::Mason from something like > >http://search.cpan.org/dist/HTML-Mason > >untar it and perl Makefile.PL and see if you get a better error message by doing it manually. > Regarding this point, I tried what you suggested and this is the error message I am getting: > > [root at rt-test HTML-Mason-1.48]# perl Makefile.PL Can't locate > Module/Build/Compat.pm in @INC (@INC contains: inc /usr/local/lib64/perl5/site_perl/5.10.0/x86_64-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib64/perl5/vendor_perl/5.10.0/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.10.0 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.10.0/x86_64-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at Makefile.PL line 4. > BEGIN failed--compilation aborted at Makefile.PL line 4. I bet your Module::Build is too old and your CPAN.pm is too old to notice that your Module::Build is too old. Try cpan Module::Build cpan HTML::Mason -kevin From sharon.belliveau at frb.gov Tue Mar 13 09:54:57 2012 From: sharon.belliveau at frb.gov (sharon.belliveau at frb.gov) Date: Tue, 13 Mar 2012 09:54:57 -0400 Subject: [rt-users] Placing Custom Fields into the Subject In-Reply-To: References: Message-ID: <20120313135458.247A02C428E@ibastion.frb.gov> Ack! Error in the previous email (not custom condition, should be custom action): Description: 001 On Create, Set Subject to CF Values Condition: On Create Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom Action Preparation Code: # set the subject to Report Type : Report my $subject = $self->TicketObj->FirstCustomFieldValue('Report Type') . ': ' . $self->TicketObj->FirstCustomFieldValue('Report') ; $self->TicketObj->SetSubject($subject) ; Sharon Belliveau Federal Reserve Board From mgiammarco at gmail.com Tue Mar 13 09:06:58 2012 From: mgiammarco at gmail.com (Mario Giammarco) Date: Tue, 13 Mar 2012 13:06:58 +0000 (UTC) Subject: [rt-users] Invalid username Message-ID: Hello, I have just tried request tracker 4.0.1 on Ubuntu and 4.0.5 on Debian, the result is the same. I create an user "foo" and when I try to add the user to a queue, a custom field I fill the text box with the username and I get always "invalid username". Proably related to this: when I create a custom field for tickets in the "new ticket" of user "foo" there is no custom field. But if I create the ticket I get an error "failed validation" because I put a regular expression for the ticket field. So it seems that the field is not shown but is present. Can you help me? Mario From falcone at bestpractical.com Tue Mar 13 11:28:03 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 13 Mar 2012 11:28:03 -0400 Subject: [rt-users] rt 4.0.5 - Autocomplete field type for external custom field does not work for non root user In-Reply-To: References: <4F4CECB5.1050005@bestpractical.com> <20120305171142.GC61605@jibsheet.com> <20120313022220.GE33510@jibsheet.com> Message-ID: <20120313152803.GF33510@jibsheet.com> On Mon, Mar 12, 2012 at 10:47:10PM -0400, Jim Lesinski wrote: > Yep. In fact I was just looking at this issue and I traced the error out to line 311 in > Principals.pm, which is the section of code below. If I just stick a "return 1;" above that > section of code everything works. Coincidentally, I believe that this will also fix another > bug I submitted [rt3 #19056] regarding permissions and the autocomplete custom field when not > using a custom data source. > Anyway, it has something to do with this bit of code about caching but my perl is to newb for > a proper fix :) > Hope that is helpful. Do you mind turning your replication recipe into a real bug report at rt-bugs @ bestpractical.com ? Mention that you tested the branch and it didn't help, it sounds like we need some extensions to that branch. Thanks for finding some interesting corner cases -kevin > > # Construct a hashkeys to cache decisions: > > > # 1) full_hashkey - key for any result and for full combination of uid, right and objects > > > # 2) short_hashkey - one key for each object to store positive results only, it applies > > > # only to direct group rights and partly to role rights > > > ****my $full_hashkey = join (";:;", $self->id, $args{'Right'}); > > > ****foreach ( @{ $args{'EquivObjects'} } ) { > > > ********my $ref_id = $self->_ReferenceId($_); > > > ********$full_hashkey .= ";:;".$ref_id; > > > > ********my $short_hashkey = join(";:;", $self->id, $args{'Right'}, $ref_id); > > > ********my $cached_answer = $_ACL_CACHE->fetch($short_hashkey); > > > ********return $cached_answer > 0 if defined $cached_answer; > > > ****} > > > > ****{ > > > ********my $cached_answer = $_ACL_CACHE->fetch($full_hashkey); > > > ********return $cached_answer > 0 if defined $cached_answer; > > > ****} > > > > ****my ( $hitcount, $via_obj ) = $self->_HasRight(%args); > > > > ****$_ACL_CACHE->set( $full_hashkey => $hitcount ? 1 : -1 ); > > > ****$_ACL_CACHE->set( join(';:;', $self->id, $args{'Right'},$via_obj) => 1 ) > > > ********if $via_obj && $hitcount; > > > > ****return ($hitcount); > > > On Mon, Mar 12, 2012 at 10:22 PM, Kevin Falcone <[1]falcone at bestpractical.com> wrote: > > On Mon, Mar 12, 2012 at 06:52:00PM -0400, Jim Lesinski wrote: > > get the branch name to work because it included a forward slash so I used the commit id... > > Maybe someone can chime in? > > This didn't work: git format-patch rt-4.0.5..4.0/context-on-custom-fields --stdout > > > fields.patch > > git format-patch > > 94acf9055ccb6a7368d539dcc8f1d2684016e8ef..2b3265a91a4e5e8cdf724ea218ea30fa501f73b2 > --stdout > > > fields.patch > > It's not the forward slash, those are absolutely legal, the problem is > that you had no local copy of the branch. > > git checkout 4.0/context-on-custom-fields > git format-patch 4.0-trunk or git format-patch rt-4.0.5 > will get you the 4 patches (your --stdout > file.patch would work > too). Although your incant *should* have created the correct set of > files. > > After applying the patches, clearing your mason cache and restarting > apache, are you still seeing a warning in the debug logs? > > -kevin > > 5. Change to the RequestTracker install directory > > cd /opt/rt4 > > 6. This shows what changes are in the patch: > > git apply --stat /tmp/patch/stable/fields.patch > > 7. This allows you to try out the patch: > > git apply --check /tmp/patch/stable/fields.patch > > 8. And Finally this applies the patch: > > git apply -v /tmp/patch/stable/fields.patch > > On Mon, Mar 5, 2012 at 12:11 PM, Kevin Falcone <[2][2]falcone at bestpractical.com> wrote: > > > > On Mon, Mar 05, 2012 at 08:58:40AM -0500, Jim Lesinski wrote: > > > I copied over the changed files from the branch you suggested into > > > /local/lib/RT/CustomField.pm > > > /local/lib/RT/Interface/Web.pm > > > /local/lib/RT/Transaction.pm > > > Then I cleared the mason cache and restarted apache. I ended up with this error. > > > > Unfortunately, 4.0/context-on-custom-fields predates some work we did > > in 4.0.5, so copying the files will take out code we added later. > > You really want to apply patches (or do a local merge of that branch) > > rather than trying to pull full files out of it. > > > > Github will show you what changes you'd need to apply here, but I'm > > not sure how to get it to give you a patch file. > > > > [3][3]https://github.com/bestpractical/rt/compare/stable...4.0%2Fcontext-on-custom-fields > > > > -kevin > > > error: Undefined subroutine &HTML::Mason::Commands::MaybeRedirectToApproval called at > > > /opt/rt4/share/html/Ticket/autohandler line 14. > > > context: ... > > > 10: |(? > > 11: $ > > > 12: }ix; > > > 13: > > > 14: MaybeRedirectToApproval( > > > 15: Whitelist => $whitelist, > > > 16: ARGSRef => \%ARGS, > > > 17: ); > > > 18: > > > ... > > > code stack: /opt/rt4/share/html/Ticket/autohandler:14 > > > /opt/rt4/sbin/../local/lib/RT/Interface/Web.pm:538 > > > /opt/rt4/sbin/../local/lib/RT/Interface/Web.pm:285 > > > /opt/rt4/share/html/autohandler:53 > > > > > > Have I done something wrong? Must I overwrite these files instead of adding to the local > > > directory? I did move the files manually into my local copy of 4.0.5 but I thought that > > would > > > work. > > > Thanks for the help. I am thinking a work around would be to just assign permissions to > > the > > > field. Maybe I should just wait for 4.0.6. > > > Jim > > > On Wed, Feb 29, 2012 at 6:29 AM, Ruslan Zakirov <[1][4][4]ruz at bestpractical.com> wrote: > > > > > > Hi, > > > > > > You need fixes from 4.0/context-on-custom-fields branch. > > > On Tue, Feb 28, 2012 at 20:32, Jim Lesinski <[2][5][5]jim.lesinski at gmail.com> wrote: > > > > I turned on debug (*new to me) and it looks like this is the relevant error > > > > in the logs: > > > > > > > > Feb 28 11:22:11 buf-rtdev RT: Permission denied. User #63 has no > > > > SeeCustomField right on CF #13 > > > > > > > > If I assign SeeCustomField directly to the custom field (#13) for RTUser, > > > > then the autocomplete value works. > > > > > > > > Maybe I am missing something here with permissions... Should I be assigning > > > > group or specific user permissions on a field by field basis? Up until now I > > > > had only put users in groups and assigned group permissions to queues. I do > > > > have a couple nested groups as well, but no permissions explicitly defined > > > > on a per field basis. It seems like it should be working though since it > > > > does work for other field types, just not autocomplete. > > > > > > > > > > > > > > > > > > > > > > > > On Tue, Feb 28, 2012 at 10:46 AM, Ruslan Zakirov <[3][6][6]ruz at bestpractical.com> > > > > wrote: > > > >> > > > >> Hi, > > > >> > > > >> Anything in debug logs when this doesn't work? > > > >> > > > >> > > > >> On Tue, Feb 28, 2012 at 19:38, Jim Lesinski <[4][7][7]jim.lesinski at gmail.com> > > > >> wrote: > > > >> > The user (RTuser) is Privileged. > > > >> > > > > >> > Here is an outline of the permissions assigned to RTUser: > > > >> > > > > >> > RTUser is a member of a GroupA that has OwnTicket, StealTicket and > > > >> > TakeTicket rights on the queue1. > > > >> > > > > >> > GroupA is a member of GroupB, which has CommentOnTicket, CreateTicket, > > > >> > ReplyToTicket, Watch, SeeCustomField, SeeQueue, and ShowTicket > > > >> > permissions > > > >> > on queue1. > > > >> > > > > >> > To test permissions, I just now assigned every single permission to > > > >> > RTUser > > > >> > on the General Rights, Rights for Staff, and Rights for Administrators > > > >> > tabs > > > >> > to RTUser for queue1 and still the autocomplete values do not populate. > > > >> > > > > >> > If I go to Tools - Configuration - Global - User Rights and add RTUser > > > >> > and > > > >> > then check in "Do anything and everything", the autocomplete values work > > > >> > for > > > >> > [5][8][8]groups.pm. > > > >> > > > > >> > > > > >> > > > > >> > On Tue, Feb 28, 2012 at 10:03 AM, Thomas Sibley <[6][9][9]trs at bestpractical.com> > > > >> > wrote: > > > >> >> > > > >> >> On 02/28/2012 09:17 AM, Ruslan Zakirov wrote: > > > >> >> >> I have set up a custom data source for a custom field as outlined > > > >> >> >> in external_custom_fields.pod. It seems that everything works fine > > > >> >> >> and > > > >> >> >> I get > > > >> >> >> pick list data populated into the custom field for all field types > > > >> >> >> when > > > >> >> >> logged in as an account with root privileges. However, if I switch > > > >> >> >> to > > > >> >> >> an > > > >> >> >> account that has non-root privileges, all the fields types work as > > > >> >> >> expected > > > >> >> >> other than the autocomplete field type. For some reason this field > > > >> >> >> type > > > >> >> >> returns no data when I am logged in as a non-root user account. > > > >> >> [snip] > > > >> >> >> Has anyone else run into this? Can someone else verify this in their > > > >> >> >> environment? > > > >> >> >> > > > >> >> > > > > >> >> > [7][10][10]http://issues.bestpractical.com/Ticket/Display.html?id=16946 > > > >> >> > > > >> >> To clarify, that bug applies to Self Service (unprivileged) users only. > > > >> >> It's not clear if your non-root user accounts that you tested with are > > > >> >> privileged or unprivileged. If they are privileged, autocomplete CFs > > > >> >> should work just fine. > > References > > Visible links > 1. mailto:falcone at bestpractical.com > 2. mailto:falcone at bestpractical.com > 3. https://github.com/bestpractical/rt/compare/stable...4.0%2Fcontext-on-custom-fields > 4. mailto:ruz at bestpractical.com > 5. mailto:jim.lesinski at gmail.com > 6. mailto:ruz at bestpractical.com > 7. mailto:jim.lesinski at gmail.com > 8. http://groups.pm/ > 9. mailto:trs at bestpractical.com > 10. http://issues.bestpractical.com/Ticket/Display.html?id=16946 -------------- 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 Mar 13 11:29:24 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 13 Mar 2012 11:29:24 -0400 Subject: [rt-users] Change Ticket Creation form for only one queue In-Reply-To: <75B96AD150AB22458B839B06503D354C01254D@SE-EX023.groupinfra.com> References: <75B96AD150AB22458B839B06503D354C01254D@SE-EX023.groupinfra.com> Message-ID: <20120313152924.GG33510@jibsheet.com> On Tue, Mar 13, 2012 at 10:31:34AM +0000, Renney, Paul wrote: > I've been asked if it's possible to change the 'look and feel' of the Create Ticket and Modify > Ticket forms for one particular queue. Care must be taken not to change any of the forms for > other queues, and only these forms must be changed. > > > > As well as the colour and font on the forms, there needs to be some bespoke Javascript > to guide the user input into certain fields, bespoke placements of fields into different > sections which become active at certain points and others. > > > > Is is possible in RT to have a bespoke ticket form for one queue? I think I can make these > changes for all queues by changing Create.html, and I've looked into doing it with a custom > theme. > > > > I am equally happy with a 'this isn't possible in RT', or a 'this is possible, here's > a suggestion how to do it' answer. We are using RT version 4.0.5. You can do it by clobbering Create.html and adding Queue checks, but that'll be an upgrade nightmare. I'd probably build my own custom form for those queues that submits tickets into RT, and keeps all the display logic separate. -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 Mar 13 11:30:51 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 13 Mar 2012 11:30:51 -0400 Subject: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make HTML::Mason In-Reply-To: <81579A7D7E41FC44AFD2FB9D8AD8C8820178C7168D27@mov-srv-central> References: <20120221194002.GO96259@jibsheet.com> <81579A7D7E41FC44AFD2FB9D8AD8C8820178C70932DF@mov-srv-central> <20120222172635.GR96259@jibsheet.com> <81579A7D7E41FC44AFD2FB9D8AD8C8820178C709333E@mov-srv-central> <20120223161027.GV96259@jibsheet.com> <81579A7D7E41FC44AFD2FB9D8AD8C8820178C7168889@mov-srv-central> <20120302170715.GF3467@jibsheet.com> <81579A7D7E41FC44AFD2FB9D8AD8C8820178C7168988@mov-srv-central> <20120305163508.GB61605@jibsheet.com> <81579A7D7E41FC44AFD2FB9D8AD8C8820178C7168D27@mov-srv-central> Message-ID: <20120313153051.GH33510@jibsheet.com> On Tue, Mar 13, 2012 at 01:48:44PM +0000, Walid Haider wrote: > Hi Kevin, > > Thanks for the response. > > Tried cpan Module::Build and got this: Unfortunately, you cut off the interesting part about what failed. Can you show the output that comes before the summary report so we can tell if Module-Metadata has a bug you need to report upstream or if it's a local issue. -kevin > Test Summary Report > ------------------- > t/metadata.t (Wstat: 65280 Tests: 1 Failed: 1) > Failed test: 1 > Non-zero exit status: 255 > Parse errors: Bad plan. You planned 116 tests but ran 1. > t/version.t (Wstat: 512 Tests: 0 Failed: 0) > Non-zero exit status: 2 > Parse errors: No plan found in TAP output > Files=2, Tests=1, 5 wallclock secs ( 0.01 usr 0.01 sys + 0.07 cusr 2.40 csys = 2.49 CPU) > Result: FAIL > Failed 2/2 test programs. 1/1 subtests failed. > make: *** [test_dynamic] Error 2 > DAGOLDEN/Module-Metadata-1.000009.tar.gz > /usr/bin/make test -- NOT OK > //hint// to see the cpan-testers results for installing this module, try: > reports DAGOLDEN/Module-Metadata-1.000009.tar.gz > Running make install > make test had returned bad status, won't install without force > Running install for module 'version' > Running make for J/JP/JPEACOCK/version-0.96.tar.gz > Has already been unwrapped into directory /root/.cpan/build/version-0.96-4Zvpfw > Has already been made > Running make test > Has already been tested successfully > Running make install > Already done > Running make for L/LE/LEONT/Module-Build-0.40.tar.gz > Has already been unwrapped into directory /root/.cpan/build/Module-Build-0.40-JShO8A > > CPAN.pm: Building L/LE/LEONT/Module-Build-0.40.tar.gz > > Warning: Prerequisite 'Module::Metadata => 1.000002' for 'LEONT/Module-Build-0.40.tar.gz' failed when processing 'DAGOLDEN/Module-Metadata-1.000009.tar.gz' with 'make_test => NO'. Continuing, but chances to succeed are limited. > CPAN: Time::HiRes loaded ok (v1.9719) > Warning: Prerequisite 'version => 0.87' for 'LEONT/Module-Build-0.40.tar.gz' already built but the result looks suspicious. Skipping another build attempt, to prevent looping endlessly. > /usr/bin/perl Build --makefile_env_macros 1 > Can't locate Module/Metadata.pm in @INC (@INC contains: t/lib t/bundled lib /usr/local/lib64/perl5/site_perl/5.10.0/x86_64-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib64/perl5/vendor_perl/5.10.0/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.10.0 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.10.0/x86_64-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at lib/Module/Build/ModuleInfo.pm line 10. > Compilation failed in require at lib/Module/Build/Base.pm line 23. > BEGIN failed--compilation aborted at lib/Module/Build/Base.pm line 23. > Compilation failed in require at lib/Module/Build.pm line 15. > BEGIN failed--compilation aborted at lib/Module/Build.pm line 15. > Compilation failed in require at Build line 42. > BEGIN failed--compilation aborted at Build line 42. > make: *** [all] Error 2 > LEONT/Module-Build-0.40.tar.gz > /usr/bin/make -- NOT OK > Running make test > Can't test without successful make > Running make install > Make had returned bad status, install seems impossible > [root at rt-test .cpan]# > > Thanks, > Walid > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: segunda-feira, 5 de Mar?o de 2012 16:35 > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] (Installing RT 4.0.5) Fixdeps unable to make HTML::Mason > > On Mon, Mar 05, 2012 at 10:01:44AM +0000, Walid Haider wrote: > > >> That sounds pretty broken. > > >> What's in /root/.cpan/build ? > > You are absolutely right, I went ahead and removed the build directory before answering your question. I'm sorry. > > > > >You can also always manually download HTML::Mason from something like > > >http://search.cpan.org/dist/HTML-Mason > > >untar it and perl Makefile.PL and see if you get a better error message by doing it manually. > > Regarding this point, I tried what you suggested and this is the error message I am getting: > > > > [root at rt-test HTML-Mason-1.48]# perl Makefile.PL Can't locate > > Module/Build/Compat.pm in @INC (@INC contains: inc /usr/local/lib64/perl5/site_perl/5.10.0/x86_64-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib64/perl5/vendor_perl/5.10.0/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.10.0 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.10.0/x86_64-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at Makefile.PL line 4. > > BEGIN failed--compilation aborted at Makefile.PL line 4. > > I bet your Module::Build is too old and your CPAN.pm is too old to notice that your Module::Build is too old. > > Try > > cpan Module::Build > cpan HTML::Mason > > -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 Mar 13 11:31:59 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 13 Mar 2012 11:31:59 -0400 Subject: [rt-users] Invalid username In-Reply-To: References: Message-ID: <20120313153159.GI33510@jibsheet.com> On Tue, Mar 13, 2012 at 01:06:58PM +0000, Mario Giammarco wrote: > Hello, > I have just tried request tracker 4.0.1 on Ubuntu and 4.0.5 > on Debian, the result > is the same. > > I create an user "foo" and when I try to add the user to > a queue, a custom field > I fill the text box with the username and I get always > "invalid username". Where do you try to add them, in what text box. Also, it isn't clear what you mean by adding them to a custom field. > Proably related to this: when I create a custom field > for tickets in the "new > ticket" of user "foo" there is no custom field. > > But if I create the ticket I get an error > "failed validation" because I put a > regular expression for the ticket field. > > So it seems that the field is not shown but is present. Do you see the custom field as you expect if you log in as root? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jim.lesinski at gmail.com Tue Mar 13 11:33:38 2012 From: jim.lesinski at gmail.com (Jim Lesinski) Date: Tue, 13 Mar 2012 11:33:38 -0400 Subject: [rt-users] rt 4.0.5 - Autocomplete field type for external custom field does not work for non root user In-Reply-To: <20120313152803.GF33510@jibsheet.com> References: <4F4CECB5.1050005@bestpractical.com> <20120305171142.GC61605@jibsheet.com> <20120313022220.GE33510@jibsheet.com> <20120313152803.GF33510@jibsheet.com> Message-ID: Absolutely no problem. Do you want me to do anything with the original ticket? [rt3 #19056] It seems that these two issues I am experiencing are related to the same underlying issue. I can open a separate ticket for this or update that ticket if you feel it is appropriate. On Tue, Mar 13, 2012 at 11:28 AM, Kevin Falcone wrote: > On Mon, Mar 12, 2012 at 10:47:10PM -0400, Jim Lesinski wrote: > > Yep. In fact I was just looking at this issue and I traced the error > out to line 311 in > > Principals.pm, which is the section of code below. If I just stick a > "return 1;" above that > > section of code everything works. Coincidentally, I believe that this > will also fix another > > bug I submitted [rt3 #19056] regarding permissions and the > autocomplete custom field when not > > using a custom data source. > > Anyway, it has something to do with this bit of code about caching > but my perl is to newb for > > a proper fix :) > > Hope that is helpful. > > Do you mind turning your replication recipe into a real bug report at > rt-bugs @ bestpractical.com ? Mention that you tested the branch and > it didn't help, it sounds like we need some extensions to that branch. > > Thanks for finding some interesting corner cases > > -kevin > > > > > # Construct a hashkeys to cache decisions: > > > > > > # 1) full_hashkey - key for any result and for full combination of uid, > right and objects > > > > > > # 2) short_hashkey - one key for each object to store positive results > only, it applies > > > > > > # only to direct group rights and partly to role rights > > > > > > ****my $full_hashkey = join (";:;", $self->id, $args{'Right'}); > > > > > > ****foreach ( @{ $args{'EquivObjects'} } ) { > > > > > > ********my $ref_id = $self->_ReferenceId($_); > > > > > > ********$full_hashkey .= ";:;".$ref_id; > > > > > > > > ********my $short_hashkey = join(";:;", $self->id, $args{'Right'}, > $ref_id); > > > > > > ********my $cached_answer = $_ACL_CACHE->fetch($short_hashkey); > > > > > > ********return $cached_answer > 0 if defined $cached_answer; > > > > > > ****} > > > > > > > > ****{ > > > > > > ********my $cached_answer = $_ACL_CACHE->fetch($full_hashkey); > > > > > > ********return $cached_answer > 0 if defined $cached_answer; > > > > > > ****} > > > > > > > > ****my ( $hitcount, $via_obj ) = $self->_HasRight(%args); > > > > > > > > ****$_ACL_CACHE->set( $full_hashkey => $hitcount ? 1 : -1 ); > > > > > > ****$_ACL_CACHE->set( join(';:;', $self->id, $args{'Right'},$via_obj) > => 1 ) > > > > > > ********if $via_obj && $hitcount; > > > > > > > > ****return ($hitcount); > > > > > > On Mon, Mar 12, 2012 at 10:22 PM, Kevin Falcone <[1] > falcone at bestpractical.com> wrote: > > > > On Mon, Mar 12, 2012 at 06:52:00PM -0400, Jim Lesinski wrote: > > > get the branch name to work because it included a forward slash > so I used the commit id... > > > Maybe someone can chime in? > > > This didn't work: git format-patch > rt-4.0.5..4.0/context-on-custom-fields --stdout > > > > fields.patch > > > git format-patch > > > > 94acf9055ccb6a7368d539dcc8f1d2684016e8ef..2b3265a91a4e5e8cdf724ea218ea30fa501f73b2 > > --stdout > > > > fields.patch > > > > It's not the forward slash, those are absolutely legal, the problem > is > > that you had no local copy of the branch. > > > > git checkout 4.0/context-on-custom-fields > > git format-patch 4.0-trunk or git format-patch rt-4.0.5 > > will get you the 4 patches (your --stdout > file.patch would work > > too). Although your incant *should* have created the correct set of > > files. > > > > After applying the patches, clearing your mason cache and restarting > > apache, are you still seeing a warning in the debug logs? > > > > -kevin > > > 5. Change to the RequestTracker install directory > > > cd /opt/rt4 > > > 6. This shows what changes are in the patch: > > > git apply --stat /tmp/patch/stable/fields.patch > > > 7. This allows you to try out the patch: > > > git apply --check /tmp/patch/stable/fields.patch > > > 8. And Finally this applies the patch: > > > git apply -v /tmp/patch/stable/fields.patch > > > On Mon, Mar 5, 2012 at 12:11 PM, Kevin Falcone <[2][2] > falcone at bestpractical.com> wrote: > > > > > > On Mon, Mar 05, 2012 at 08:58:40AM -0500, Jim Lesinski wrote: > > > > I copied over the changed files from the branch you suggested > into > > > > /local/lib/RT/CustomField.pm > > > > /local/lib/RT/Interface/Web.pm > > > > /local/lib/RT/Transaction.pm > > > > Then I cleared the mason cache and restarted apache. I ended up > with this error. > > > > > > Unfortunately, 4.0/context-on-custom-fields predates some work we > did > > > in 4.0.5, so copying the files will take out code we added later. > > > You really want to apply patches (or do a local merge of that > branch) > > > rather than trying to pull full files out of it. > > > > > > Github will show you what changes you'd need to apply here, but > I'm > > > not sure how to get it to give you a patch file. > > > > > > [3][3] > https://github.com/bestpractical/rt/compare/stable...4.0%2Fcontext-on-custom-fields > > > > > > -kevin > > > > error: Undefined subroutine > &HTML::Mason::Commands::MaybeRedirectToApproval called at > > > > /opt/rt4/share/html/Ticket/autohandler line 14. > > > > context: ... > > > > 10: |(? > > > 11: $ > > > > 12: }ix; > > > > 13: > > > > 14: MaybeRedirectToApproval( > > > > 15: Whitelist => $whitelist, > > > > 16: ARGSRef => \%ARGS, > > > > 17: ); > > > > 18: > > > > ... > > > > code stack: /opt/rt4/share/html/Ticket/autohandler:14 > > > > /opt/rt4/sbin/../local/lib/RT/Interface/Web.pm:538 > > > > /opt/rt4/sbin/../local/lib/RT/Interface/Web.pm:285 > > > > /opt/rt4/share/html/autohandler:53 > > > > > > > > Have I done something wrong? Must I overwrite these files > instead of adding to the local > > > > directory? I did move the files manually into my local copy of > 4.0.5 but I thought that > > > would > > > > work. > > > > Thanks for the help. I am thinking a work around would be to > just assign permissions to > > > the > > > > field. Maybe I should just wait for 4.0.6. > > > > Jim > > > > On Wed, Feb 29, 2012 at 6:29 AM, Ruslan Zakirov <[1][4][4] > ruz at bestpractical.com> wrote: > > > > > > > > Hi, > > > > > > > > You need fixes from 4.0/context-on-custom-fields branch. > > > > On Tue, Feb 28, 2012 at 20:32, Jim Lesinski <[2][5][5] > jim.lesinski at gmail.com> wrote: > > > > > I turned on debug (*new to me) and it looks like this is the > relevant error > > > > > in the logs: > > > > > > > > > > Feb 28 11:22:11 buf-rtdev RT: Permission denied. User #63 has > no > > > > > SeeCustomField right on CF #13 > > > > > > > > > > If I assign SeeCustomField directly to the custom field (#13) > for RTUser, > > > > > then the autocomplete value works. > > > > > > > > > > Maybe I am missing something here with permissions... Should > I be assigning > > > > > group or specific user permissions on a field by field basis? > Up until now I > > > > > had only put users in groups and assigned group permissions > to queues. I do > > > > > have a couple nested groups as well, but no permissions > explicitly defined > > > > > on a per field basis. It seems like it should be working > though since it > > > > > does work for other field types, just not autocomplete. > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > On Tue, Feb 28, 2012 at 10:46 AM, Ruslan Zakirov <[3][6][6] > ruz at bestpractical.com> > > > > > wrote: > > > > >> > > > > >> Hi, > > > > >> > > > > >> Anything in debug logs when this doesn't work? > > > > >> > > > > >> > > > > >> On Tue, Feb 28, 2012 at 19:38, Jim Lesinski <[4][7][7] > jim.lesinski at gmail.com> > > > > >> wrote: > > > > >> > The user (RTuser) is Privileged. > > > > >> > > > > > >> > Here is an outline of the permissions assigned to RTUser: > > > > >> > > > > > >> > RTUser is a member of a GroupA that has OwnTicket, > StealTicket and > > > > >> > TakeTicket rights on the queue1. > > > > >> > > > > > >> > GroupA is a member of GroupB, which has CommentOnTicket, > CreateTicket, > > > > >> > ReplyToTicket, Watch, SeeCustomField, SeeQueue, and > ShowTicket > > > > >> > permissions > > > > >> > on queue1. > > > > >> > > > > > >> > To test permissions, I just now assigned every single > permission to > > > > >> > RTUser > > > > >> > on the General Rights, Rights for Staff, and Rights for > Administrators > > > > >> > tabs > > > > >> > to RTUser for queue1 and still the autocomplete values do > not populate. > > > > >> > > > > > >> > If I go to Tools - Configuration - Global - User Rights > and add RTUser > > > > >> > and > > > > >> > then check in "Do anything and everything", the > autocomplete values work > > > > >> > for > > > > >> > [5][8][8]groups.pm. > > > > >> > > > > > >> > > > > > >> > > > > > >> > On Tue, Feb 28, 2012 at 10:03 AM, Thomas Sibley <[6][9][9] > trs at bestpractical.com> > > > > >> > wrote: > > > > >> >> > > > > >> >> On 02/28/2012 09:17 AM, Ruslan Zakirov wrote: > > > > >> >> >> I have set up a custom data source for a custom field > as outlined > > > > >> >> >> in external_custom_fields.pod. It seems that > everything works fine > > > > >> >> >> and > > > > >> >> >> I get > > > > >> >> >> pick list data populated into the custom field for all > field types > > > > >> >> >> when > > > > >> >> >> logged in as an account with root privileges. However, > if I switch > > > > >> >> >> to > > > > >> >> >> an > > > > >> >> >> account that has non-root privileges, all the fields > types work as > > > > >> >> >> expected > > > > >> >> >> other than the autocomplete field type. For some > reason this field > > > > >> >> >> type > > > > >> >> >> returns no data when I am logged in as a non-root user > account. > > > > >> >> [snip] > > > > >> >> >> Has anyone else run into this? Can someone else verify > this in their > > > > >> >> >> environment? > > > > >> >> >> > > > > >> >> > > > > > >> >> > [7][10][10] > http://issues.bestpractical.com/Ticket/Display.html?id=16946 > > > > >> >> > > > > >> >> To clarify, that bug applies to Self Service > (unprivileged) users only. > > > > >> >> It's not clear if your non-root user accounts that you > tested with are > > > > >> >> privileged or unprivileged. If they are privileged, > autocomplete CFs > > > > >> >> should work just fine. > > > > References > > > > Visible links > > 1. mailto:falcone at bestpractical.com > > 2. mailto:falcone at bestpractical.com > > 3. > https://github.com/bestpractical/rt/compare/stable...4.0%2Fcontext-on-custom-fields > > 4. mailto:ruz at bestpractical.com > > 5. mailto:jim.lesinski at gmail.com > > 6. mailto:ruz at bestpractical.com > > 7. mailto:jim.lesinski at gmail.com > > 8. http://groups.pm/ > > 9. mailto:trs at bestpractical.com > > 10. http://issues.bestpractical.com/Ticket/Display.html?id=16946 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From arthur_rance at hotmail.com Tue Mar 13 12:40:30 2012 From: arthur_rance at hotmail.com (Arthur Rance) Date: Tue, 13 Mar 2012 17:40:30 +0100 Subject: [rt-users] SelfService + Hide staff reply real name = ? In-Reply-To: References: , Message-ID: > On Mon, Mar 12, 2012 at 14:19, Arthur Rance wrote: > > Hello, > > > > > > When I read a ticket through the self-service, I can see the real name of > > the guy who replies. Is it possible to hide it ? > > By adjusting ShowUser component that is used to display user entries > in the web interface. > > By adjusting ShowHistory component and sub-components. Thanks. New problem : When the customer replies through the self-service, the quoted text is introduced by : $self->loc("On [_1], [_2] wrote:", $self->CreatedAsString, $self->CreatorObj->Name) How to hide "$self->CreatorObj->Name" when he is in the group "Staff" ? Is there a best way ? Is there an easiest way ? -------------- next part -------------- An HTML attachment was scrubbed... URL: From dmsimard at iweb.com Tue Mar 13 12:56:50 2012 From: dmsimard at iweb.com (David Moreau Simard) Date: Tue, 13 Mar 2012 12:56:50 -0400 Subject: [rt-users] MySQL Scaling for a large instance Message-ID: <4F5F7C52.20909@iweb.com> Hi, Our RT instance is rather large (> 5 million tickets) and I wondered if any users have had to deal with a RT database this size and if so, how they scaled their infrastructure as a result. Right now, the web portion is hosted on a cluster and really, this part doesn't worry me at all. I am really curious what are our options to get the best possible database performance at this point. A thought we had was to split reads and writes since we have significantly higher demand for read operations and they can be scaled/load-balanced with relative ease. Has anyone attempted to do this ? RT doesn't seem to be able to do this out of the box. Do you otherwise have other recommendations ? Thanks ! -- *David Moreau Simard* /IT Specialist/ From ronald.higgins at gmail.com Tue Mar 13 13:12:28 2012 From: ronald.higgins at gmail.com (ronald higgins) Date: Tue, 13 Mar 2012 19:12:28 +0200 Subject: [rt-users] MySQL Scaling for a large instance In-Reply-To: <4F5F7C52.20909@iweb.com> References: <4F5F7C52.20909@iweb.com> Message-ID: hi David. Our instance of RT is around 3.5 million records and the mySQL db about 470GB in size. the biggest performance gain I've got was through partitioning and indexing, i'm very keen to see where this thread goes for "bigger" deployments as i'm also concerned about that breaking point. regards Ronald On 13 Mar 2012 19:03, "David Moreau Simard" wrote: > Hi, > > Our RT instance is rather large (> 5 million tickets) and I wondered if > any users have had to deal with a RT database this size and if so, how they > scaled their infrastructure as a result. > > Right now, the web portion is hosted on a cluster and really, this part > doesn't worry me at all. > I am really curious what are our options to get the best possible database > performance at this point. > > A thought we had was to split reads and writes since we have significantly > higher demand for read operations and they can be scaled/load-balanced with > relative ease. > Has anyone attempted to do this ? RT doesn't seem to be able to do this > out of the box. > > Do you otherwise have other recommendations ? > > Thanks ! > -- > *David Moreau Simard* > /IT Specialist/ > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue Mar 13 13:20:40 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Tue, 13 Mar 2012 12:20:40 -0500 Subject: [rt-users] MySQL Scaling for a large instance In-Reply-To: References: <4F5F7C52.20909@iweb.com> Message-ID: <20120313172040.GC7440@aart.rice.edu> Hi David, Our instance is not large, but have you tried profiling the load on the database to find out where your resource shortages are located? This will help you target the changes needed to improve the performance of the backend. As Ronald mentions, the first step would be to use partitioning to allow the working set of the database to remain in memory for current queries. Cheers, Ken On Tue, Mar 13, 2012 at 07:12:28PM +0200, ronald higgins wrote: > hi David. > > Our instance of RT is around 3.5 million records and the mySQL db about > 470GB in size. the biggest performance gain I've got was through > partitioning and indexing, i'm very keen to see where this thread goes for > "bigger" deployments as i'm also concerned about that breaking point. > > regards > > Ronald > On 13 Mar 2012 19:03, "David Moreau Simard" wrote: > > > Hi, > > > > Our RT instance is rather large (> 5 million tickets) and I wondered if > > any users have had to deal with a RT database this size and if so, how they > > scaled their infrastructure as a result. > > > > Right now, the web portion is hosted on a cluster and really, this part > > doesn't worry me at all. > > I am really curious what are our options to get the best possible database > > performance at this point. > > > > A thought we had was to split reads and writes since we have significantly > > higher demand for read operations and they can be scaled/load-balanced with > > relative ease. > > Has anyone attempted to do this ? RT doesn't seem to be able to do this > > out of the box. > > > > Do you otherwise have other recommendations ? > > > > Thanks ! > > -- > > *David Moreau Simard* > > /IT Specialist/ > > > > From falcone at bestpractical.com Tue Mar 13 14:20:38 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 13 Mar 2012 14:20:38 -0400 Subject: [rt-users] rt 4.0.5 - Autocomplete field type for external custom field does not work for non root user In-Reply-To: References: <20120305171142.GC61605@jibsheet.com> <20120313022220.GE33510@jibsheet.com> <20120313152803.GF33510@jibsheet.com> Message-ID: <20120313182038.GJ33510@jibsheet.com> On Tue, Mar 13, 2012 at 11:33:38AM -0400, Jim Lesinski wrote: > Absolutely no problem. Do you want me to do anything with the original ticket? [rt3 #19056] > It seems that these two issues I am experiencing are related to the same underlying issue. I > can open a separate ticket for this or update that ticket if you feel it is appropriate. Please open a separate ticket, the original ticket is a different problem. 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 florian.lengyel at gmail.com Tue Mar 13 16:15:20 2012 From: florian.lengyel at gmail.com (Florian Lengyel) Date: Tue, 13 Mar 2012 16:15:20 -0400 Subject: [rt-users] Couldn't load user '' In-Reply-To: <4F5E6916.4020204@bestpractical.com> References: <20120312155940.GA33510@jibsheet.com> <20120312210420.GC33510@jibsheet.com> <4F5E6916.4020204@bestpractical.com> Message-ID: On Mon, Mar 12, 2012 at 5:22 PM, Thomas Sibley wrote: > On 03/12/2012 05:17 PM, Florian Lengyel wrote: > > Since this is a new installation, I'm inclined to start over with 4.0.5. > > I had to piece together some installation notes from around the web > > for 4.0.1 (I'm running rt-server.fcgi with nginx, etc). > > We document an nginx config in docs/web_deployment.pod and RT > installation is covered in the README. What was missing that you > expected documented? > It's not a criticism of RT's documentation, which is complete, but a reflection of my own installation, which began with an apt-get install of request-tracker4 (really 4.0.1) and ended with an upgrade to 4.0.5 as of this email. I had forgotten that I had eventually used docs/web_deployment.pod (or some copy on the RT wiki). For the upgrade I decided to download the source and recompile. The upgrade from 4.01 to 4.0.5 worked. Since I began with an Ubuntu apt-get install, I ended up copying the /etc/request-tracker4/RT_SiteConfig.pl to /opt/rt4/etc/RT_SiteConfig.pl. I was also able to set some configure options that required manual configuration (the default Ubuntu install uses SQLite instead of mysql, as I recall. This is the reason for hunting around the web.) FL -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue Mar 13 18:53:00 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 14 Mar 2012 02:53:00 +0400 Subject: [rt-users] MySQL Scaling for a large instance In-Reply-To: <4F5F7C52.20909@iweb.com> References: <4F5F7C52.20909@iweb.com> Message-ID: On Tue, Mar 13, 2012 at 20:56, David Moreau Simard wrote: > Hi, > > Our RT instance is rather large (> 5 million tickets) and I wondered if any > users have had to deal with a RT database this size and if so, how they > scaled their infrastructure as a result. > > Right now, the web portion is hosted on a cluster and really, this part > doesn't worry me at all. > I am really curious what are our options to get the best possible database > performance at this point. > > A thought we had was to split reads and writes since we have significantly > higher demand for read operations and they can be scaled/load-balanced with > relative ease. > Has anyone attempted to do this ? RT doesn't seem to be able to do this out > of the box. It wouldn't be too hard to route writes to master and reads to replicas, but replication is async in mysql. Only mysql 5.5 supports semisync replication. Probably solutions like mysql proxy can > Do you otherwise have other recommendations ? You can move sessions out of mysql. There is a pull request and/or branch that makes it possible to configure sessions to use other storages (mostly modern NoSQL DBs) right in the config without patching code. There are a few improvements in 4.2 branches that lower number of reads per request by caching some answers related to user's preferences. It's especially effective when users have no preferences. If you're still on 3.x then upgrade to 4.0 would be a win for sure. We greatly lowered number of queries per page. Advanced web server setup (see RT-Extension-Nginx for ideas or to replace) can lower number of requests to RT's code. Any additional request to RT (for image, css, js) still does a few SQL queries, not that many like requests for html, but still. There are a lot of tiny things that can be done to lower pressure on DB. > Thanks ! > -- > *David Moreau Simard* > /IT Specialist/ -- Best regards, Ruslan. From l.loskot at seznam.cz Wed Mar 14 02:09:13 2012 From: l.loskot at seznam.cz (=?iso-8859-2?Q?Luk=E1=B9_Loskot?=) Date: Wed, 14 Mar 2012 07:09:13 +0100 Subject: [rt-users] Changing the auto reply text "could not load valid user" Message-ID: <000001cd01a8$fcf5e7c0$f6e1b740$@seznam.cz> On Fri, Mar 09, 2012 at 01:10:49PM +0100, Luk?? Loskot wrote: > Hi, > > I have set up the external AUTH to check users to our openLDAP server. > I don't want our users to write to RT from their personal adreses. > So far this work perfectly and as I want it to, but the reply message is > englis and not all users can speak english. > > So my question is: > Where can I change the text of the reply message? > It is not one of the default templates. > > I have tried to search the web but all information I found is about how to > set the auth and ticket create rights. You'll need to customize _NoAuthorizedUserFound You can read about customizing RT at http://wiki.bestpractical.com/wiki/Customizing -kevin Thanks for the hint. For others with the same problem. You have to edit the file Email.pm (for my instalation located here: "/usr/share/request-tracker4/lib/RT/Interface" - find "sub _NoAuthorizedUserFound" and edit the text. I have one other related question. Tehre are 3 emails sent to the user. I wasn't able to find any patch or hint how to send only one email if the user sends request from email that is not in the LDAP. All answers I found was related to the LDAP settings and problems with authorizing users at all. But this is not my problem. Authorized users in LDAP is working perfectly. Regards Lukas Loskot From juanjillo at gmail.com Wed Mar 14 04:55:09 2012 From: juanjillo at gmail.com (Juanjo) Date: Wed, 14 Mar 2012 09:55:09 +0100 Subject: [rt-users] Problems with Centos 6.2, apache and publish RT and PHPmyadmin sites with mod_fcgid Message-ID: Hello. First saludate to all, and sorry for my bad english. I have one question. I have two virtual host, one for RT and one for phpmyadmin. I have a conf file for each in /etc/httpd/conf.d/ directory # phpmyadmin.conf # Web application to manage MySQL # # Order Deny,Allow # Deny from all # Allow from 127.0.0.1 Allow from All Alias /phpmyadmin /usr/share/phpmyadmin Alias /phpMyAdmin /usr/share/phpmyadmin Alias /mysqladmin /usr/share/phpmyadmin # rt4.conf ### 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 fcgid-script fcgi But when i try to access i get an empty page with "not found" message. I see my /var/log/httpd/error_log file and i get this: [Tue Mar 13 15:07:46 2012] [error] [client 182.186.5.39] File does not exist: /opt/rt4/sbin/rt-server.fcgi/phpmyadmin/index.php [Tue Mar 13 15:17:11 2012] [error] [client 182.186.5.39] File does not exist: /opt/rt4/sbin/rt-server.fcgi/ Any help? Kindest Regards. -------------- next part -------------- An HTML attachment was scrubbed... URL: From juanjillo at gmail.com Wed Mar 14 04:56:28 2012 From: juanjillo at gmail.com (Juanjo) Date: Wed, 14 Mar 2012 09:56:28 +0100 Subject: [rt-users] Problems installing RT 4.0.5 with mod_fcgid Message-ID: Hi to all. Im trying to install a CentOS 6.2 machine with the Request Tracker Software (RT). Its a web-perl app to manage support tickets. I see that is recomended use mod_fcgid and install the server with centos 6.2, mysql , apache and the requeriments to run RT. I installed all (mod_fcgid from rpm from last tar.gz sources). The server works fibne. I can get running the Apache test page, and myphpadmin. Code: yum install httpd-devel Download source mod_fcgid. wget http://www.apache.org/dist/httpd/mod_fcgid/mod_fcgid-2.3.6.tar.gz Install mod_fcgid. tar -zxvf src/mod_fcgid-2.3.6.tar.gz cd mod_fcgid-2.3.6 ./configure.apxs make make install Configure FCGID populating the conf file. nano -w /etc/httpd/conf.d/php-fcgid.conf DefaultInitEnv PHPRC=/etc AddHandler php-fcgi .php FcgidConnectTimeout 20 MaxRequestLen 2100000 Action php-fcgi /fcgi-bin/php-fcgi-wrapper AddType application/x-httpd-php .php Alias /fcgi-bin/ /var/www/fcgi-bin.d/default/ SetHandler fcgid-script Options +ExecCGI FcgidIOTimeout 2000 IdleScanInterval 5 BusyScanInterval 5 DefaultMinClassProcessCount 0 DefaultMaxClassProcessCount 10 IPCCommTimeout 60 IPCConnectTimeout 60 IdleTimeout 5 Nex try to restart httpd and get this. [root at rt2 conf.d]# /etc/init.d/httpd restart Stopping httpd: [FAILED] Starting httpd: Syntax error on line 19 of /etc/httpd/conf.d/php-fcgid.conf: Invalid command 'IdleScanInterval', perhaps misspelled or defined by a module not included in the server configuration [FAILED] doesn?t accept any line under "" in the /etc/httpd/conf.d/php-fcgid.conf file. Any help, please?? Thanks. Kindest regards. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mgiammarco at gmail.com Wed Mar 14 06:40:52 2012 From: mgiammarco at gmail.com (Mario Giammarco) Date: Wed, 14 Mar 2012 10:40:52 +0000 (UTC) Subject: [rt-users] Invalid username References: <20120313153159.GI33510@jibsheet.com> Message-ID: Kevin Falcone bestpractical.com> writes: > Where do you try to add them, in what text box. > Also, it isn't clear what you mean by adding them to a custom field. Many places, example: tools->configuration->queue->select->"general">user rights-> now on the left you can input an user name. Then I click on checkbox "view custom fields value" and immediately "invalid user" appears. > Do you see the custom field as you expect if you log in as root? Root user sees custom field From juanjillo at gmail.com Wed Mar 14 08:24:27 2012 From: juanjillo at gmail.com (Juanjo) Date: Wed, 14 Mar 2012 13:24:27 +0100 Subject: [rt-users] Internal Server error, when trying to acces RT4.0.5 Message-ID: Hello. Sorry for all the messages. I?m very frustraring with this installation. I install all the system, and install and initialize the database. Configure /opt/rt4/etc/RT_SiteConfig.pm, reload Apache. And get and 500 Interal Server Error. This is my /var/log/httpd/error_log output. [Wed Mar 14 12:20:20 2012] [crit]: Could not create '/opt/rt4/var/mason_data/obj/.__obj_create_marker': Permission denied Stack: [/usr/local/share/perl5/HTML/Mason/Interp.pm:222] [/usr/local/share/perl5/HTML/Mason/Interp.pm:169] [/usr/local/share/perl5/HTML/Mason/Interp.pm:155] [/usr/local/share/perl5/Class/Container.pm:329] [/usr/local/share/perl5/Class/Container.pm:53] [/usr/local/share/perl5/HTML/Mason/CGIHandler.pm:48] [/usr/local/share/perl5/HTML/Mason/PSGIHandler.pm:14] [/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:111] [/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:220] [/opt/rt4/sbin/rt-server.fcgi:144] (/opt/rt4/sbin/../lib/RT.pm:341) Died at /opt/rt4/sbin/../lib/RT.pm line 343. [Wed Mar 14 13:20:20 2012] [warn] [client 172.16.5.39] (104)Connection reset by peer: mod_fcgid: error reading data from FastCGI server [Wed Mar 14 13:20:20 2012] [error] [client 172.16.5.39] Premature end of script headers: rt-server.fcgi Any help will be appreciated. Kindest regards. -------------- next part -------------- An HTML attachment was scrubbed... URL: From juanjillo at gmail.com Wed Mar 14 08:29:13 2012 From: juanjillo at gmail.com (Juanjo) Date: Wed, 14 Mar 2012 13:29:13 +0100 Subject: [rt-users] Problems installing RT 4.0.5 with mod_fcgid In-Reply-To: References: Message-ID: Solved. The error are mod_fcgid. I installed it manually but doesn?t works. Y use the EPEL respository and install it with YUM. Now works, i have another problems, but works. Kindest regards. El 14 de marzo de 2012 09:56, Juanjo escribi?: > Hi to all. > > Im trying to install a CentOS > 6.2 machine with the Request Tracker Software (RT). > Its a web-perl app to manage support tickets. > > I see that is recomended use mod_fcgid and install the server with centos > 6.2, mysql , apache and the > requeriments to run RT. > > I installed all (mod_fcgid > from rpm from last tar.gz sources). > > The server works fibne. I can get running the Apache test page, and > myphpadmin. > > Code: > > yum install httpd-devel > Download source mod_fcgid. > wget http://www.apache.org/dist/httpd/mod_fcgid/mod_fcgid-2.3.6.tar.gz > > Install mod_fcgid. > tar -zxvf src/mod_fcgid-2.3.6.tar.gz > cd mod_fcgid-2.3.6 > ./configure.apxs > make > make install > Configure FCGID populating the conf file. > nano -w /etc/httpd/conf.d/php-fcgid.conf > > > DefaultInitEnv PHPRC=/etc > AddHandler php-fcgi .php > FcgidConnectTimeout 20 > MaxRequestLen 2100000 > Action php-fcgi /fcgi-bin/php-fcgi-wrapper > AddType application/x-httpd-php .php > Alias /fcgi-bin/ /var/www/fcgi-bin.d/default/ > > SetHandler fcgid-script > Options +ExecCGI > > > FcgidIOTimeout 2000 > IdleScanInterval 5 > BusyScanInterval 5 > DefaultMinClassProcessCount 0 > DefaultMaxClassProcessCount 10 > IPCCommTimeout 60 > IPCConnectTimeout 60 > IdleTimeout 5 > > Nex try to restart httpd and get this. > > [root at rt2 conf.d]# /etc/init.d/httpd restart > Stopping httpd: [FAILED] > Starting httpd: Syntax error on line 19 of > /etc/httpd/conf.d/php-fcgid.conf: > Invalid command 'IdleScanInterval', perhaps misspelled or defined by a > module not included in the server configuration > [FAILED] > > doesn?t accept any line under "" in the > /etc/httpd/conf.d/php-fcgid.conf file. > > > Any help, please?? > > Thanks. > Kindest regards. -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From juanjillo at gmail.com Wed Mar 14 08:30:08 2012 From: juanjillo at gmail.com (Juanjo) Date: Wed, 14 Mar 2012 13:30:08 +0100 Subject: [rt-users] Problems with Centos 6.2, apache and publish RT and PHPmyadmin sites with mod_fcgid In-Reply-To: References: Message-ID: Solved. The error are mod_fcgid. I installed it manually but doesn?t works. Y use the EPEL respository and install it with YUM. Now works, i have another problems, but works. Kindest regards El 14 de marzo de 2012 09:55, Juanjo escribi?: > Hello. > > First saludate to all, and sorry for my bad english. > > I have one question. > > > I have two virtual host, one for RT and one for phpmyadmin. > I have a conf file for each in /etc/httpd/conf.d/ directory > > > > # phpmyadmin.conf > # Web application to manage MySQL > # > > > # Order Deny,Allow > # Deny from all > # Allow from 127.0.0.1 > Allow from All > > > Alias /phpmyadmin /usr/share/phpmyadmin > Alias /phpMyAdmin /usr/share/phpmyadmin > Alias /mysqladmin /usr/share/phpmyadmin > > > > # rt4.conf > > ### 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 fcgid-script fcgi > > > > But when i try to access i get an empty page with "not found" message. > I see my /var/log/httpd/error_log file and i get this: > > [Tue Mar 13 15:07:46 2012] [error] [client 182.186.5.39] File does not > exist: /opt/rt4/sbin/rt-server.fcgi/phpmyadmin/index.php > [Tue Mar 13 15:17:11 2012] [error] [client 182.186.5.39] File does not > exist: /opt/rt4/sbin/rt-server.fcgi/ > > Any help? > Kindest Regards. -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Mar 14 08:48:39 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 14 Mar 2012 08:48:39 -0400 Subject: [rt-users] Internal Server error, when trying to acces RT4.0.5 In-Reply-To: References: Message-ID: <4F6093A7.1050102@bestpractical.com> On 03/14/2012 08:24 AM, Juanjo wrote: > I install all the system, and install and initialize the database. > Configure /opt/rt4/etc/RT_SiteConfig.pm, reload Apache. > And get and 500 Interal Server Error. > > This is my /var/log/httpd/error_log output. > > [Wed Mar 14 12:20:20 2012] [crit]: Could not create > '/opt/rt4/var/mason_data/obj/.__obj_create_marker': Permission denied The mailing list contains many examples of this problem. You need to make sure /opt/rt4/var/mason_data/ and everything under it is readable/writeable by the user/group the webserver runs as. This isn't generally a problem unless you've run a standalone server by hand as root before running apache. From ceteraw at gmail.com Wed Mar 14 10:22:13 2012 From: ceteraw at gmail.com (Wiktor Cetera) Date: Wed, 14 Mar 2012 15:22:13 +0100 Subject: [rt-users] Sending emails issue In-Reply-To: References: Message-ID: > Hi > I have a problem with mail sending from Request Tracker (version 4.05). > My server is running on Unix. Msmtp is configured properly (I am able to > send an email from server on gmail). > The issue is that RT can`t send email to gmail (for example i have no > information about ticket update). > Of course I`ve configured all like is on this document: > http://requesttracker.wikia.com/wiki/Msmtp > > I`ve also tried MailX with the same result. > > Can you give me a solution? > > Best Regards > Victor > Poland > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alberto.villanueva at altran.es Wed Mar 14 10:27:09 2012 From: alberto.villanueva at altran.es (Alberto Villanueva) Date: Wed, 14 Mar 2012 15:27:09 +0100 Subject: [rt-users] Sending emails issue In-Reply-To: References: Message-ID: <4F60AABD.1030305@altran.es> Have you looked the error message into the log files? > > Hi > I have a problem with mail sending from Request Tracker (version 4.05). > My server is running on Unix. Msmtp is configured properly (I am > able to send an email from server on gmail). > The issue is that RT can`t send email to gmail (for example i have > no information about ticket update). > Of course I`ve configured all like is on this document: > http://requesttracker.wikia.com/wiki/Msmtp > > I`ve also tried MailX with the same result. > > Can you give me a solution? > > Best Regards > Victor > Poland > > -- Alberto Villanueva Industria ______________________________________ C/Campezo, 1, Edificio 1 28022 Madrid, Spain Tel : + 34 91 550 41 00 Fax: + 34 91 415 61 53 www.altran.es www.altran360.es Antes de imprimir este mensaje, aseg?rate de que es necesario. Proteger el medio ambiente est? tambi?n en tu mano. En cumplimiento de la Ley Org?nica 15/1999, con fecha 13 de diciembre, de Protecci?n de Datos de Car?cter Personal, y la Ley 34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la Informaci?n y de comercio electr?nico, le comunicamos que su direcci?n de correo electr?nico forma parte de un fichero del que es responsable Altran Espa?a, y que garantiza la confidencialidad y seguridad de sus datos. Tiene usted derecho al acceso, rectificaci?n y cancelaci?n de sus datos en los t?rminos establecidos en la Ley Org?nica 15/1999 de Protecci?n de Datos de Car?cter Personal y dem?s normativa concordante, dirigi?ndose a nuestra direcci?n anteriormente se?alada o por medio de correo electr?nico: comunicacion at altran.es. AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, est? dirigido a su destinatario y es confidencial. Cualquier distribuci?n, uso o reproducci?n sin consentimiento del remitente est? estrictamente prohibido. Si ha recibido este mensaje por error, por favor proceda a ponerlo en conocimiento del remitente por e-mail y a borrarlo de su sistema sin realizar copias. From trs at bestpractical.com Wed Mar 14 10:34:29 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 14 Mar 2012 10:34:29 -0400 Subject: [rt-users] Internal Server error, when trying to acces RT4.0.5 In-Reply-To: References: <4F6093A7.1050102@bestpractical.com> Message-ID: <4F60AC75.8080903@bestpractical.com> On 03/14/2012 09:46 AM, Juanjo wrote: > Sorry Selinux is the problem. > > Disable it, restarted and works :D I believe there are solutions less drastic than disabling selinux in the list archives, if you're interested. From yan at seiner.com Wed Mar 14 13:21:51 2012 From: yan at seiner.com (Yan Seiner) Date: Wed, 14 Mar 2012 10:21:51 -0700 (PDT) Subject: [rt-users] User stats Message-ID: <2a29a87f5d036a689fddf498df754b42.squirrel@mail.seiner.com> Is there some way to pull the transactions a user has made from the database? I'd like to be able to compile all of the statistics on a per-user basis. Things like # of tickets created, modified, etc. We don't use time worked. The BP website shows two "Activity Reports" extensions but they seem to be unmaintained or gone. Anyone know of a maintained extension? --Yan -- On two occasions I have been asked,?"Pray, Mr. Babbage, if you put into the machine wrong figures, will the right answers come out?" ... I am not able rightly to apprehend the kind of confusion of ideas that could provoke such a question. ?Charles Babbage, Inventor of the computer, 1864 From falcone at bestpractical.com Wed Mar 14 13:29:56 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 14 Mar 2012 13:29:56 -0400 Subject: [rt-users] User stats In-Reply-To: <2a29a87f5d036a689fddf498df754b42.squirrel@mail.seiner.com> References: <2a29a87f5d036a689fddf498df754b42.squirrel@mail.seiner.com> Message-ID: <20120314172956.GK33510@jibsheet.com> On Wed, Mar 14, 2012 at 10:21:51AM -0700, Yan Seiner wrote: > Is there some way to pull the transactions a user has made from the database? > > I'd like to be able to compile all of the statistics on a per-user basis. > Things like # of tickets created, modified, etc. We don't use time > worked. > > The BP website shows two "Activity Reports" extensions but they seem to be > unmaintained or gone. The homepage link for Activity Reports links to the module on search.cpan.org, and most of the changes for the development release of 1.01_01 are 4.0 compatibility fixes. Did installing 1.01_01 fail in some way? Other than custom code, this is the best way to start seeing the data 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 yan at seiner.com Wed Mar 14 13:40:24 2012 From: yan at seiner.com (Yan Seiner) Date: Wed, 14 Mar 2012 10:40:24 -0700 (PDT) Subject: [rt-users] User stats In-Reply-To: <20120314172956.GK33510@jibsheet.com> References: <2a29a87f5d036a689fddf498df754b42.squirrel@mail.seiner.com> <20120314172956.GK33510@jibsheet.com> Message-ID: On Wed, March 14, 2012 10:29 am, Kevin Falcone wrote: > > The homepage link for Activity Reports links to the module on > search.cpan.org, and most of the changes for the development release > of 1.01_01 are 4.0 compatibility fixes. > > Did installing 1.01_01 fail in some way? > > Other than custom code, this is the best way to start seeing the data > you want. Cool. I went by the homepage link stating that it's for 3.8 and assumed it was not out for 4.0 yet.... I'll try it now. -- On two occasions I have been asked,?"Pray, Mr. Babbage, if you put into the machine wrong figures, will the right answers come out?" ... I am not able rightly to apprehend the kind of confusion of ideas that could provoke such a question. ?Charles Babbage, Inventor of the computer, 1864 From jkperla at ucdavis.edu Wed Mar 14 17:43:47 2012 From: jkperla at ucdavis.edu (Jourdan Perla) Date: Wed, 14 Mar 2012 21:43:47 +0000 Subject: [rt-users] rt-mailgate 302 Error. No, not Plack. In-Reply-To: <20120302164935.GC3467@jibsheet.com> References: <20120224221518.GD96259@jibsheet.com> <20120302164935.GC3467@jibsheet.com> Message-ID: > Please - keep list replies on the list. Sorry, will do. Thought I had this licked, but now as I build a *clean* production image, I'm running into the same error again.. $ cat mbox | /usr/bin/rt-mailgate --queue general --action correspond --url http://rt.myserver.com /rt -debug /usr/bin/rt-mailgate: temp file is '/tmp/Dm_pceG62x' /usr/bin/rt-mailgate: connecting to http://rt.myserver.com/rt/REST/1.0/NoAuth/mail-gateway An Error Occurred ================= 302 Found /usr/bin/rt-mailgate: undefined server error Grep all my logs for what happens at the same time and.... apache2/access.log: rt.myserver.com - - [14/Mar/2012:14:05:33 -0700] "POST /rt/REST/1.0/NoAuth/mail-gateway HTTP/1.1" 302 715 "-" "libwww-perl/6.04" mail.info: Mar 14 14:05:33 RT-PROD-SVR postfix/qmgr[4393]: 17286120B94: from=, size=7604, nrcpt=1 (queue active) mail.info: Mar 14 14:05:33 RT-PROD-SVR postfix/local[29538]: 88DCB1207CF: to= AllowOverRide None Satisfy Any AllowOverRide None Allow from all Satisfy Any Order allow,deny Allow from all Satisfy Any Order allow,deny Allow from all Satisfy Any Logging options in RT_SiteConfig.d ## Logging Options # From lowest to highest priority, the levels are: # debug info notice warning error critical alert emergency Set($LogToSyslog, 'info'); Set($LogToScreen, 'warning'); # log to /var/log/rt3.log Set($LogToFile, 'debug'); Set($LogDir, '/var/log'); Set($LogToFileNamed , "rt3.log"); On Fri, Feb 24, 2012 at 10:24:52PM +0000, Jourdan Perla wrote: > Fixed it. I was missing an Auth exclusion for the /REST/1.0/NoAuth > directory > > As for the RT logs, can't find them. And can't find out where they're > configured. Search in RT_Config.pm for the various Log config options and check their documentation. Then see what you have in your RT_SiteConfig.pm -kevin > > On 2/24/12 2:15 PM, "Kevin Falcone" wrote: > > >On Fri, Feb 24, 2012 at 08:54:00PM +0000, Jourdan Perla wrote: > >> Install of RT3.8 on Ubuntu 10.4 LTS. > >> I'm getting that pesky "302 Found" error as I'm trying to push > >>mail into my queues using > >> rt-mailqueue. > >> I've done the usual Googling and wiki hunts, and I've run out of > >>options. > >> - Aliases are working fine, it's a rt-mailgate error. > >> - Plack is up to date (0.9985). > >> - There's no extra '/'. It's finding rt-mailgate fine. > >> - Not configured for SSL. That's on my to-do list, and if I need > >>to bump that up, I will. > >> Command : /usr/bin/rt-mailgate --queue myqueue --action > >>correspond --url > >> http://myserver.com/rt -debug < test.msg > >> Output: > >> /usr/bin/rt-mailgate: temp file is '/tmp/TykSIIvN17' > >> /usr/bin/rt-mailgate: connecting to > >>http://myserver.com/rt/REST/1.0/NoAuth/mail-gateway > >> An Error Occurred > >> ================= > >> 302 Found > >> /usr/bin/rt-mailgate: undefined server error > >> Thoughts? > > > >What's in the RT logs. > > > >What's your test.msg. > > > >Also, Plack is only used in RT4 > > > >-kevin > >-------- > >RT Training Sessions > >(http://bestpractical.com/services/training.html) > >* Boston ? March 5 & 6, 2012 > From falcone at bestpractical.com Wed Mar 14 19:47:08 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 14 Mar 2012 19:47:08 -0400 Subject: [rt-users] Invalid username In-Reply-To: References: <20120313153159.GI33510@jibsheet.com> Message-ID: <20120314234708.GL33510@jibsheet.com> On Wed, Mar 14, 2012 at 10:40:52AM +0000, Mario Giammarco wrote: > Kevin Falcone bestpractical.com> writes: > > Where do you try to add them, in what text box. > > Also, it isn't clear what you mean by adding them to a custom field. > > Many places, example: > > tools->configuration->queue->select->"general">user rights-> > now on the left you can input an user name. Then I click on checkbox > "view custom fields value" and immediately "invalid user" appears. You shouldn't be granting user rights, put the user in a group and grant group rights. I believe the autocompleter for user rights may restrict to Privileged users which may be the problem you're having. Go search for the user you're trying to use and ensure that they are Privileged. If you want to give Unprivileged users the ability to see/edit CFs, you can grant to Unprivileged directly, or to Requestors of tickets. -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 Mar 14 19:48:50 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 14 Mar 2012 19:48:50 -0400 Subject: [rt-users] rt-mailgate 302 Error. No, not Plack. In-Reply-To: References: <20120224221518.GD96259@jibsheet.com> <20120302164935.GC3467@jibsheet.com> Message-ID: <20120314234850.GM33510@jibsheet.com> On Wed, Mar 14, 2012 at 09:43:47PM +0000, Jourdan Perla wrote: > > An Error Occurred > ================= > > 302 Found > > /usr/bin/rt-mailgate: undefined server error This is Apache issuing a 302 before it gets to RT > Grep all my logs for what happens at the same time and.... > apache2/access.log: > rt.myserver.com - - [14/Mar/2012:14:05:33 -0700] "POST /rt/REST/1.0/NoAuth/mail-gateway HTTP/1.1" 302 715 "-" "libwww-perl/6.04" > > I've got the following in my httpd.conf > > > AllowOverRide None > Satisfy Any > > > AllowOverRide None > Allow from all > Satisfy Any > > > Order allow,deny > Allow from all > Satisfy Any > > > Order allow,deny > Allow from all > Satisfy Any > What else do you have in apache. Are you redirecting from http to https? Since you're using the debian packages, what else is going on there. Also, this is where I feel compelled to ask why you're using 3.8 rather than 4.0 for a new install. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From nombrandue at tsukinokage.net Wed Mar 14 21:51:25 2012 From: nombrandue at tsukinokage.net (Seann) Date: Wed, 14 Mar 2012 20:51:25 -0500 Subject: [rt-users] Open ticket VIA URL (Create.html) without authentication Message-ID: <4F614B1D.5010605@tsukinokage.net> All, I am running the latest version of RT. I am researching a method that I can use to open a ticket from a web page not hosted on the RT system I have set up. I would rather not use email unless I absolutely have to. The interface I am working on is an Ajax enabled content filter block page. It has an option to request that a site be unblocked in line to the page. I want that unblock request to drop into a ticket without the user interacting with the RT system. I am using jquery as the core of my JavaScript, which intercepts the submit button click, and posts the data to RT. Everything works perfectly, except RT issuing a 302 back to my script, which is due to authentication (this was validated through a packet capture). I have two options, to push this create ticket request without authentication or to figure out how RT expects authentication in relation to ticket creation requests. Regards, Seann From juanjillo at gmail.com Thu Mar 15 04:39:06 2012 From: juanjillo at gmail.com (Juanjo) Date: Thu, 15 Mar 2012 09:39:06 +0100 Subject: [rt-users] Trying top upgrade rt3 3.6.5 database to rt4 4.0.5 database. Message-ID: Hello Again. I?m trying to upgrade the old database to my new server database. And i have problems with the 1b point. 1b) Configure the new MySQL to use Latin1 as the default character set everywhere, not UTF-8. This is necessary so the import in the next step assumes the data is Latin1. Now i have this character set clientutf8(Valor global)latin1 character set connectionlatin1character set database latin1 character set filesystembinary character set resultsutf8(Valor global)latin1 character set serverlatin1 character set systemutf8 And all the database tables or fields is in utf8_general_ci. Could you help me to make this database upgrade? Thanks. Kindest regards. -------------- next part -------------- An HTML attachment was scrubbed... URL: From fireskyer at emailn.de Thu Mar 15 06:51:57 2012 From: fireskyer at emailn.de (john s.) Date: Thu, 15 Mar 2012 03:51:57 -0700 (PDT) Subject: [rt-users] RT 4 Apache2 Performance Tuning Message-ID: <33508831.post@talk.nabble.com> Test-System: RT 4.05 Ubuntu: 10.4.3 Lucid Hello everybody We have an RT 3.8.9 System running in an Prod Environment Now i tried to find out the best Settings for the new RT-Version 4.0.5 that we can migrate asap. But Rt 4.0 seems to slow ( especially the loadingtime from a webif page) to beat our Prod. One. Maybe my settings aren't correct or i should use an other webhandler okay now here the facts: reconfigure rt with the webhandler flag for fastcgi: ./configure --with-web-handler=fastcgi test dependencies: make fixdeps Webhandler: fcgid RT_SiteConfig: Set( $rtname, 'example.com'); 1; Set($JSMinPath, '/opt/rt4/bin/jsmin'); Set($WebPath, "/rt"); Set($WebDomain, '192.168.xxx.xxx') apache config: rt4.0fcgid AddDefaultCharset UTF-8 AddHandler fcgid-script .fcgi Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/ ScriptAlias /rt /opt/rt4/sbin/rt-server.fcgi DocumentRoot "/opt/rt4/share/html" Order allow,deny Allow from all Options +ExecCGI AddHandler fcgid-script fcgi and here is the fcgid config: AddHandler fcgid-script .fcgi FcgidConnectTimeout 20 ############################################################################ # FCGID Configuration. See more details: #http://fastcgi.coremail.cn/doc.htm ############################################################################ IdleTimeout 7200 IdleScanInterval 480 BusyTimeout 3000 BusyScanInterval 480 ErrorScanInterval 3 ZombieScanInterval 3 ProcessLifeTime 86400 SocketPath /tmp/fcgid/sock.rt3 SpawnScoreUpLimit 10 SpawnScore 1 TerminationScore 2 MaxProcessCount 40 DefaultMaxClassProcessCount 32 DefaultMinClassProcessCount 3 IPCConnectTimeout 100 IPCCommTimeout 1200 ############################################################################ # END FCGID CONFIG Maybe someone know some hints or tipps to speed up my rt 4.0 instance best regards john s. -- View this message in context: http://old.nabble.com/RT-4--Apache2-Performance-Tuning-tp33508831p33508831.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Thu Mar 15 11:51:02 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 15 Mar 2012 11:51:02 -0400 Subject: [rt-users] Subject in Template options In-Reply-To: <4885AEC5-2929-488C-B41D-9AD677C7D71B@umbc.edu> References: <4F50DCD0.8000203@bestpractical.com> <4885AEC5-2929-488C-B41D-9AD677C7D71B@umbc.edu> Message-ID: <20120315155102.GA898@jibsheet.com> On Fri, Mar 02, 2012 at 02:44:57PM -0500, Joe Kirby wrote: Joe - this line > Subject: AutoReply: {$Ticket->Subject} Is just adding AutoReply to the email that goes out. > Subject: [RT - Request Tracker #144013] AutoReply: test for attachement The [RT - Request Tracker #144013] part is your $rtname or queue Subject Tag setting plus the ticket id. You don't *have* to have the Subject: Autoreply line, but remove it is not going to remove RT's tag. You can shorten that RT - Request Tracker part by customizing a Subject Tag on each of your queues from the Queue administration page. I'm still not sure what the problem with thread is. RT improved a few threading things in later releases, but those are related to Owner Change emails, not to Auto Replies and Correspondences. -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 Mar 15 11:52:11 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 15 Mar 2012 11:52:11 -0400 Subject: [rt-users] RES: Customer cannot see tickets with active custom status In-Reply-To: <3B9178D874F56F47B616AB50C01F7B7701DFA1E5@GRUPRD8002MB111.lamprd80.prod.outlook.com> References: <3B9178D874F56F47B616AB50C01F7B7701DF2742@GRUPRD8002MB111.lamprd80.prod.outlook.com> <20120302171553.GG3467@jibsheet.com> <3B9178D874F56F47B616AB50C01F7B7701DFA1E5@GRUPRD8002MB111.lamprd80.prod.outlook.com> Message-ID: <20120315155211.GB898@jibsheet.com> On Mon, Mar 05, 2012 at 12:41:25PM +0000, Diaulas Castro wrote: > >>"I can't replicate this on a clean 4.0.5. Have you customized the self service at all? It requests a list of all possibly active statuses to use in the search, so if this is breaking, it's most likely because the >>Requestor can't see a ticket in some queue." Kevin > > SelfService intact as come from Ubuntu apt. > > If I put the ticket number on top-right search box I got the ticket showing, this exclude permission problem? That removes permissions and moves on to "Is the user correctly listed as a Requestor / Cc of the ticket". It can be easy sometimes to have 2 accounts in RT, especially for unprivileged users, so make sure the exact same user is logged in and listed as a Requestor. -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 Mar 15 11:54:44 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 15 Mar 2012 11:54:44 -0400 Subject: [rt-users] Open ticket VIA URL (Create.html) without authentication In-Reply-To: <4F614B1D.5010605@tsukinokage.net> References: <4F614B1D.5010605@tsukinokage.net> Message-ID: <20120315155444.GC898@jibsheet.com> On Wed, Mar 14, 2012 at 08:51:25PM -0500, Seann wrote: > I am researching a method that I can use to open a ticket from a web > page not hosted on the RT system I have set up. I would rather not > use email unless I absolutely have to. > > The interface I am working on is an Ajax enabled content filter > block page. It has an option to request that a site be unblocked in > line to the page. I want that unblock request to drop into a ticket > without the user interacting with the RT system. > > I am using jquery as the core of my JavaScript, which intercepts the > submit button click, and posts the data to RT. Everything works > perfectly, except RT issuing a 302 back to my script, which is due > to authentication (this was validated through a packet capture). > > I have two options, to push this create ticket request without > authentication or to figure out how RT expects authentication in > relation to ticket creation requests. A standard RT expects authentication as username/password. You can look at how issues.bestpractical.com implements the Login as Guest button using JS to get an idea of what you might need to do. You may be able to post the appropriate parameters along with your create request. However, email would make it easy to set the Requestor properly as the user submitting your form. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From trs at bestpractical.com Thu Mar 15 12:09:50 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 15 Mar 2012 12:09:50 -0400 Subject: [rt-users] Subject in Template options In-Reply-To: <20120315155102.GA898@jibsheet.com> References: <4F50DCD0.8000203@bestpractical.com> <4885AEC5-2929-488C-B41D-9AD677C7D71B@umbc.edu> <20120315155102.GA898@jibsheet.com> Message-ID: <4F62144E.7010702@bestpractical.com> On 03/15/2012 11:51 AM, Kevin Falcone wrote: >> Subject: [RT - Request Tracker #144013] AutoReply: test for attachement > > The [RT - Request Tracker #144013] part is your $rtname or queue > Subject Tag setting plus the ticket id. Joe: To be clear, whoever installed your RT set the $rtname config option to "RT - Request Tracker". (Either that or one of your queue Subject Tags is set to it.) You may want to fix $rtname to be something more sane (as documented in /opt/rt4/etc/RT_Config.pm), however changing $rtname has implications for email and you should understand what will break and how to prevent the breakage before you change $rtname. From theitsmith at gmail.com Thu Mar 15 12:42:19 2012 From: theitsmith at gmail.com (Thomas Smith) Date: Thu, 15 Mar 2012 09:42:19 -0700 Subject: [rt-users] Graphs displaying "No tickets found" Message-ID: <62A92D71-414E-47E3-B1A3-FD9B35C423E2@gmail.com> Hi, CentOS 4.8 RT 4.0.2 I'm working on setting up some saved graphs and am getting the error mentioned in the subject. What I do is build my query and run it to ensure that it displays the expected results. Then I click on "Chart" to graph the data and it displays "No tickets found." Not really sure what to do with this, I've Googled and didn't really find anything relevant to the problem. Any help would be appreciated. Thank you, ~ Tom From testwreq at gmail.com Thu Mar 15 13:01:50 2012 From: testwreq at gmail.com (testwreq wreq) Date: Thu, 15 Mar 2012 13:01:50 -0400 Subject: [rt-users] rt 3.8.2 is not working after upgrade to centos 5.8 Message-ID: I upgraded centos from 5.5 to 5.8 release. I cannot get RT to work. the browser tries to find some filetype to open a file. Has anyone experienced this issue? -------------- next part -------------- An HTML attachment was scrubbed... URL: From jkperla at ucdavis.edu Thu Mar 15 13:44:23 2012 From: jkperla at ucdavis.edu (Jourdan Perla) Date: Thu, 15 Mar 2012 17:44:23 +0000 Subject: [rt-users] rt-mailgate 302 Error. No, not Plack. In-Reply-To: <20120314234850.GM33510@jibsheet.com> References: <20120224221518.GD96259@jibsheet.com> <20120302164935.GC3467@jibsheet.com> <20120314234850.GM33510@jibsheet.com> Message-ID: Using 3.8 since there are no RT4 packages for Ubuntu 10.4 LTS. Attempts to manually install RT4 on Lucid would result in a whole 'nother ticket. Plan was to run 3.8 for now, then migrate to 4 on 12 this winter once things had settled down here. No https redirects going on. I am using CAS Authentication (via mod_auth_cas) for the main site. ----Apache httpd.conf---- LoadFile /usr/lib/libcurl.so LoadModule auth_cas_module /usr/lib/apache2/modules/mod_auth_cas.so CASLoginURL https://cas.myserver.com/cas/login CASValidateURL https://cas.myserver.com/cas/serviceValidate CASCertificatePath /etc/ssl/certs/my_cas_bundle.pem CASCookiePath /var/cache/apache2/mod_auth_cas/ CASSSOEnabled On CASValidateServer On CASDebug Off AuthType CAS AuthName " CAS" Require valid-user AllowOverRide None Satisfy Any AllowOverRide None Allow from all Satisfy Any Order allow,deny Allow from all Satisfy Any Order allow,deny Allow from all Satisfy Any Satisfy Any Allow from all -----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, March 14, 2012 4:49 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] rt-mailgate 302 Error. No, not Plack. On Wed, Mar 14, 2012 at 09:43:47PM +0000, Jourdan Perla wrote: > > An Error Occurred > ================= > > 302 Found > > /usr/bin/rt-mailgate: undefined server error This is Apache issuing a 302 before it gets to RT > Grep all my logs for what happens at the same time and.... > apache2/access.log: > rt.myserver.com - - [14/Mar/2012:14:05:33 -0700] "POST /rt/REST/1.0/NoAuth/mail-gateway HTTP/1.1" 302 715 "-" "libwww-perl/6.04" > > I've got the following in my httpd.conf > > > AllowOverRide None > Satisfy Any > > > AllowOverRide None > Allow from all > Satisfy Any > > > Order allow,deny > Allow from all > Satisfy Any > > > Order allow,deny > Allow from all > Satisfy Any > What else do you have in apache. Are you redirecting from http to https? Since you're using the debian packages, what else is going on there. Also, this is where I feel compelled to ask why you're using 3.8 rather than 4.0 for a new install. -kevin From jkperla at ucdavis.edu Thu Mar 15 14:21:13 2012 From: jkperla at ucdavis.edu (Jourdan Perla) Date: Thu, 15 Mar 2012 18:21:13 +0000 Subject: [rt-users] FW: rt-mailgate 302 Error. No, not Plack. In-Reply-To: References: <20120224221518.GD96259@jibsheet.com> <20120302164935.GC3467@jibsheet.com> <20120314234850.GM33510@jibsheet.com> Message-ID: Missed a Location in /etc/request-tracker3.8/apache2-modperl2.conf Order Allow,Deny Allow from rt.myserver.com Did the trick. -Jourdan -----Original Message----- From: Jourdan Perla Sent: Thursday, March 15, 2012 10:44 AM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] rt-mailgate 302 Error. No, not Plack. Using 3.8 since there are no RT4 packages for Ubuntu 10.4 LTS. Attempts to manually install RT4 on Lucid would result in a whole 'nother ticket. Plan was to run 3.8 for now, then migrate to 4 on 12 this winter once things had settled down here. No https redirects going on. I am using CAS Authentication (via mod_auth_cas) for the main site. ----Apache httpd.conf---- LoadFile /usr/lib/libcurl.so LoadModule auth_cas_module /usr/lib/apache2/modules/mod_auth_cas.so CASLoginURL https://cas.myserver.com/cas/login CASValidateURL https://cas.myserver.com/cas/serviceValidate CASCertificatePath /etc/ssl/certs/my_cas_bundle.pem CASCookiePath /var/cache/apache2/mod_auth_cas/ CASSSOEnabled On CASValidateServer On CASDebug Off AuthType CAS AuthName " CAS" Require valid-user AllowOverRide None Satisfy Any AllowOverRide None Allow from all Satisfy Any Order allow,deny Allow from all Satisfy Any Order allow,deny Allow from all Satisfy Any Satisfy Any Allow from all -----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, March 14, 2012 4:49 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] rt-mailgate 302 Error. No, not Plack. On Wed, Mar 14, 2012 at 09:43:47PM +0000, Jourdan Perla wrote: > > An Error Occurred > ================= > > 302 Found > > /usr/bin/rt-mailgate: undefined server error This is Apache issuing a 302 before it gets to RT > Grep all my logs for what happens at the same time and.... > apache2/access.log: > rt.myserver.com - - [14/Mar/2012:14:05:33 -0700] "POST /rt/REST/1.0/NoAuth/mail-gateway HTTP/1.1" 302 715 "-" "libwww-perl/6.04" > > I've got the following in my httpd.conf > > > AllowOverRide None > Satisfy Any > > > AllowOverRide None > Allow from all > Satisfy Any > > > Order allow,deny > Allow from all > Satisfy Any > > > Order allow,deny > Allow from all > Satisfy Any > What else do you have in apache. Are you redirecting from http to https? Since you're using the debian packages, what else is going on there. Also, this is where I feel compelled to ask why you're using 3.8 rather than 4.0 for a new install. -kevin From CLasater at taleo.com Thu Mar 15 14:35:01 2012 From: CLasater at taleo.com (Christopher Lasater) Date: Thu, 15 Mar 2012 14:35:01 -0400 Subject: [rt-users] Relational Graphs not displaying in RT 4.0.5 Message-ID: <23037DC22CE8C3428E7636883099F1AABA41F86CB5@JXVXMP01.wwcorp.net> I no longer see the Relational graphs in RT 4.0.5 after upgrading. The legend does appear but the graph is just a box with an X in it. I have attached the error logs if I go to the page. Also, nothing appears in the rt logs on the actual server. Is anyone on 4.0.5 able to see these graphs or is this just me? Chris -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: RT_Error.txt URL: From theitsmith at gmail.com Thu Mar 15 14:40:46 2012 From: theitsmith at gmail.com (Thomas Smith) Date: Thu, 15 Mar 2012 11:40:46 -0700 Subject: [rt-users] Displaying the Articles menu in the SelfService interface Message-ID: Hi, I would like to be able to display certain classes of articles to unprivileged users and allow them to access those whenever they need. Is this possible? I'm able to configure the rights for those users (Unprivileged) but the menu option isn't showing up in the SelfService interface. ~ Tom From tjrc at sanger.ac.uk Thu Mar 15 14:53:09 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Thu, 15 Mar 2012 18:53:09 +0000 Subject: [rt-users] rt-mailgate 302 Error. No, not Plack. In-Reply-To: References: <20120224221518.GD96259@jibsheet.com> <20120302164935.GC3467@jibsheet.com> <20120314234850.GM33510@jibsheet.com> Message-ID: <72A43628-574B-4B31-A7F2-14FF8218EF12@sanger.ac.uk> On 15 Mar 2012, at 17:44, Jourdan Perla wrote: > Using 3.8 since there are no RT4 packages for Ubuntu 10.4 LTS. Attempts to manually install RT4 on Lucid would result in a whole 'nother ticket. I'm running 4.0.5 on Lucid. Wasn't really a problem; I just don't use the packaged version and let 'make fixdeps' do its thing. As you say though, waiting for 12.04 to come out is probably sensible, since Dominic *has* packaged rt4 more recently. At one point I went to the effort of using dh-make-perl to update perl module packages to versions that RT needed, but for my 4.0.5 deployment I just thought "sod it" and took the fixdeps route. The really hard bit actually was getting SphinxSE to work with the lucid-supplied MySQL server. *that* was painful, and I think if I were doing it again, I wouldn't use the packaged MySQL server either. Actually, if I were really starting again I wouldn't use MySQL at all. It's the Siren of databases, seducing you in with its lovely songs and apparent ease of use, and then smashing you to pieces on the rocks. :-/ 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 CLasater at taleo.com Thu Mar 15 15:13:51 2012 From: CLasater at taleo.com (Christopher Lasater) Date: Thu, 15 Mar 2012 15:13:51 -0400 Subject: [rt-users] Relational Graphs not displaying in RT 4.0.5 In-Reply-To: <23037DC22CE8C3428E7636883099F1AABA41F86CB5@JXVXMP01.wwcorp.net> References: <23037DC22CE8C3428E7636883099F1AABA41F86CB5@JXVXMP01.wwcorp.net> Message-ID: <23037DC22CE8C3428E7636883099F1AABA41F86CB6@JXVXMP01.wwcorp.net> Found the problem. Something is wrong with my compiled GraphViz/expat dependencies. On Thu, 2012-03-15 at 14:35 -0400, Christopher Lasater wrote: > I no longer see the Relational graphs in RT 4.0.5 after upgrading. The > legend does appear but the graph is just a box with an X in it. I have > attached the error logs if I go to the page. Also, nothing appears in > the rt logs on the actual server. > > Is anyone on 4.0.5 able to see these graphs or is this just me? > > Chris From ruz at bestpractical.com Thu Mar 15 16:03:56 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 16 Mar 2012 00:03:56 +0400 Subject: [rt-users] rt 3.8.2 is not working after upgrade to centos 5.8 In-Reply-To: References: Message-ID: On Thu, Mar 15, 2012 at 21:01, testwreq wreq wrote: > I upgraded centos from 5.5 to 5.8 release. I cannot get RT to work. the > browser tries to find some filetype to open a file. > > Has anyone experienced this issue? Most probably you upgrade downgraded perl modules below versions required by RT. Use rt-test-dependencies script or make testdeps from RT's tarball. -- Best regards, Ruslan. From ruz at bestpractical.com Thu Mar 15 16:24:16 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 16 Mar 2012 00:24:16 +0400 Subject: [rt-users] Graphs displaying "No tickets found" In-Reply-To: <62A92D71-414E-47E3-B1A3-FD9B35C423E2@gmail.com> References: <62A92D71-414E-47E3-B1A3-FD9B35C423E2@gmail.com> Message-ID: Hi, I recall similar bug and it was related to query you use to search for tickets. Send us full query, use advanced page of the query builder. On Thu, Mar 15, 2012 at 20:42, Thomas Smith wrote: > Hi, > > CentOS 4.8 > RT 4.0.2 > > I'm working on setting up some saved graphs and am getting the error mentioned in the subject. > > What I do is build my query and run it to ensure that it displays the expected results. Then I click on "Chart" to graph the data and it displays "No tickets found." > > Not really sure what to do with this, I've Googled and didn't really find anything relevant to the problem. > > Any help would be appreciated. > > Thank you, > > ~ Tom -- Best regards, Ruslan. From theitsmith at gmail.com Thu Mar 15 16:31:46 2012 From: theitsmith at gmail.com (Thomas Smith) Date: Thu, 15 Mar 2012 13:31:46 -0700 Subject: [rt-users] Graphs displaying "No tickets found" In-Reply-To: References: <62A92D71-414E-47E3-B1A3-FD9B35C423E2@gmail.com> Message-ID: <8B153386-F849-479B-BE92-3465A5A18681@gmail.com> This is the simplest query that I've tried that doesn't work. Updated = 'yesterday' On Mar 15, 2012, at 1:24 PM, Ruslan Zakirov wrote: > Hi, > > I recall similar bug and it was related to query you use to search for > tickets. Send us full query, use advanced page of the query builder. > > On Thu, Mar 15, 2012 at 20:42, Thomas Smith wrote: >> Hi, >> >> CentOS 4.8 >> RT 4.0.2 >> >> I'm working on setting up some saved graphs and am getting the error mentioned in the subject. >> >> What I do is build my query and run it to ensure that it displays the expected results. Then I click on "Chart" to graph the data and it displays "No tickets found." >> >> Not really sure what to do with this, I've Googled and didn't really find anything relevant to the problem. >> >> Any help would be appreciated. >> >> Thank you, >> >> ~ Tom > > > > -- > Best regards, Ruslan. From theitsmith at gmail.com Thu Mar 15 17:26:31 2012 From: theitsmith at gmail.com (Thomas Smith) Date: Thu, 15 Mar 2012 14:26:31 -0700 Subject: [rt-users] Graphs displaying "No tickets found" In-Reply-To: <8B153386-F849-479B-BE92-3465A5A18681@gmail.com> References: <62A92D71-414E-47E3-B1A3-FD9B35C423E2@gmail.com> <8B153386-F849-479B-BE92-3465A5A18681@gmail.com> Message-ID: I played around with some different queries, based on your earlier comment. I was able to get a chart to display as expected when I did a simple search for a string in the subject line. Subject LIKE 'String: ' Can I provide you any more data about this problem? On Mar 15, 2012, at 1:31 PM, Thomas Smith wrote: > This is the simplest query that I've tried that doesn't work. > > Updated = 'yesterday' > > On Mar 15, 2012, at 1:24 PM, Ruslan Zakirov wrote: > >> Hi, >> >> I recall similar bug and it was related to query you use to search for >> tickets. Send us full query, use advanced page of the query builder. >> >> On Thu, Mar 15, 2012 at 20:42, Thomas Smith wrote: >>> Hi, >>> >>> CentOS 4.8 >>> RT 4.0.2 >>> >>> I'm working on setting up some saved graphs and am getting the error mentioned in the subject. >>> >>> What I do is build my query and run it to ensure that it displays the expected results. Then I click on "Chart" to graph the data and it displays "No tickets found." >>> >>> Not really sure what to do with this, I've Googled and didn't really find anything relevant to the problem. >>> >>> Any help would be appreciated. >>> >>> Thank you, >>> >>> ~ Tom >> >> >> >> -- >> Best regards, Ruslan. > From sandra at hpcrd.lbl.gov Thu Mar 15 19:24:03 2012 From: sandra at hpcrd.lbl.gov (Sandra Wittenbrock) Date: Thu, 15 Mar 2012 16:24:03 -0700 Subject: [rt-users] ExternalAuth problem Message-ID: <4F627A13.2030307@hpcrd.lbl.gov> Hello, About 6 months ago, I set up External Auth to use the ExternalAuth, with our ldap authentication server. Recently, it stopped working. I checked the syslog, and turned up the log level, but still did not get any useful error messages. Mar 15 13:12:15 hpcrdticket RT: FAILED LOGIN for sandra from xxx.xxx.xxx.xxx (/usr/share/request-tracker3.8/lib/RT/Interface/Web.pm:457) The same user was able to authenticate to the ldap service via another application. Using TCP dump on the RT server, I don't see any network traffic between the RT server and the ldap server, when I try to use ldap authentication. So, it looks like RT isn't trying to communicate with the LDAP server. I am able to see pings between the machines using tcpdump. Does anyone know how I can get some better log messages? Or better yet, have some good idea of where/why RT seems to not be enabling the ExteralAuth? As I mentioned, the config was working a couple weeks ago. Between when it was working and now, I did install mergeuser, so my users can use multiple email addresses to create tickets. You think the two could be interfering? I double checked the settings in RT_SiteConfig.pm. Set( @Plugins, (qw( RT::Authen::ExternalAuth RT::Extension::LDAPImport RT::Extension::MergeUsers RT::Extension::CommandByMail))); Regards, Sandra From thierry.thelliez.tech at gmail.com Thu Mar 15 20:35:50 2012 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Thu, 15 Mar 2012 18:35:50 -0600 Subject: [rt-users] rt-client 0.4 bug for uploading attachments Message-ID: Today I found a bug in rt-client when trying to programmatically create a ticket. Uploaded binary files were corrupted. In fact the two last bytes were missing. The bug is in client.rb. Sorry, I just closed my VM but it is towards the end of the file at the line including: body << File.read(v) An empty line should be added just after the file content. Here is my fix: body << File.read(v) body << "\r\n" Cheers, Thierry Thelliez From falcone at bestpractical.com Thu Mar 15 22:32:44 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 15 Mar 2012 22:32:44 -0400 Subject: [rt-users] Graphs displaying "No tickets found" In-Reply-To: References: <62A92D71-414E-47E3-B1A3-FD9B35C423E2@gmail.com> <8B153386-F849-479B-BE92-3465A5A18681@gmail.com> Message-ID: <20120316023244.GD898@jibsheet.com> On Thu, Mar 15, 2012 at 02:26:31PM -0700, Thomas Smith wrote: > I played around with some different queries, based on your earlier comment. I was able to get a chart to display as expected when I did a simple search for a string in the subject line. > > Subject LIKE 'String: ' > > Can I provide you any more data about this problem? > > > This is the simplest query that I've tried that doesn't work. > > > > Updated = 'yesterday' I can confirm a failure for that search string on 4.0-trunk. I'll forward your report into the bugtracker. 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 juanjillo at gmail.com Fri Mar 16 09:41:27 2012 From: juanjillo at gmail.com (Juanjo) Date: Fri, 16 Mar 2012 14:41:27 +0100 Subject: [rt-users] Trying top upgrade rt3 3.6.5 database to rt4 4.0.5 database. In-Reply-To: References: Message-ID: Any help? El 15 de marzo de 2012 09:39, Juanjo escribi?: > Hello Again. > > I?m trying to upgrade the old database to my new server database. > > And i have problems with the 1b point. > > 1b) Configure the new MySQL to use Latin1 as the default character > set everywhere, not UTF-8. This is necessary so the import in > the next step assumes the data is Latin1. > > Now i have this > > character set clientutf8 (Valor global)latin1 character set connection > latin1 character set database latin1 character set filesystembinarycharacter set results > utf8 (Valor global)latin1 character set serverlatin1 character set systemutf8 > And all the database tables or fields is in utf8_general_ci. > > Could you help me to make this database upgrade? > > Thanks. > Kindest regards. > -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From dmsimard at iweb.com Fri Mar 16 09:48:09 2012 From: dmsimard at iweb.com (David Moreau Simard) Date: Fri, 16 Mar 2012 09:48:09 -0400 Subject: [rt-users] MySQL Scaling for a large instance In-Reply-To: References: <4F5F7C52.20909@iweb.com> Message-ID: <4F634499.9080008@iweb.com> Hi ! Do you know of any successful MySQL proxy implentations with RT ? It is indeed one of the solutions we had been thinking of but it does not have a release deemed "stable" at this time, still in beta. Thanks, -- *David Moreau Simard* /Sp?cialiste TI // IT Specialist/ > Ruslan Zakirov > 13 March, 2012 6:53 PM > On Tue, Mar 13, 2012 at 20:56, David Moreau Simard wrote: >> Hi, >> >> Our RT instance is rather large (> 5 million tickets) and I wondered if any >> users have had to deal with a RT database this size and if so, how they >> scaled their infrastructure as a result. >> >> Right now, the web portion is hosted on a cluster and really, this part >> doesn't worry me at all. >> I am really curious what are our options to get the best possible database >> performance at this point. >> >> A thought we had was to split reads and writes since we have significantly >> higher demand for read operations and they can be scaled/load-balanced with >> relative ease. >> Has anyone attempted to do this ? RT doesn't seem to be able to do this out >> of the box. > > It wouldn't be too hard to route writes to master and reads to > replicas, but replication is async in mysql. Only mysql 5.5 supports > semisync replication. Probably solutions like mysql proxy can > >> Do you otherwise have other recommendations ? > > You can move sessions out of mysql. There is a pull request and/or > branch that makes it possible to configure sessions to use other > storages (mostly modern NoSQL DBs) right in the config without > patching code. > > There are a few improvements in 4.2 branches that lower number of > reads per request by caching some answers related to user's > preferences. It's especially effective when users have no preferences. > > If you're still on 3.x then upgrade to 4.0 would be a win for sure. We > greatly lowered number of queries per page. > > Advanced web server setup (see RT-Extension-Nginx for ideas or to > replace) can lower number of requests to RT's code. Any additional > request to RT (for image, css, js) still does a few SQL queries, not > that many like requests for html, but still. > > There are a lot of tiny things that can be done to lower pressure on DB. > >> Thanks ! >> -- >> *David Moreau Simard* >> /IT Specialist/ > > > > David Moreau Simard > 13 March, 2012 12:56 PM > Hi, > > Our RT instance is rather large (> 5 million tickets) and I wondered > if any users have had to deal with a RT database this size and if so, > how they scaled their infrastructure as a result. > > Right now, the web portion is hosted on a cluster and really, this > part doesn't worry me at all. > I am really curious what are our options to get the best possible > database performance at this point. > > A thought we had was to split reads and writes since we have > significantly higher demand for read operations and they can be > scaled/load-balanced with relative ease. > Has anyone attempted to do this ? RT doesn't seem to be able to do > this out of the box. > > Do you otherwise have other recommendations ? > > Thanks ! From rt-users at thefreecat.org Fri Mar 16 10:43:56 2012 From: rt-users at thefreecat.org (Jean-Christophe Boggio) Date: Fri, 16 Mar 2012 15:43:56 +0100 Subject: [rt-users] Queue change scrip not working Message-ID: <4F6351AC.4020909@thefreecat.org> Hello, I've created a global "OnQueueChange" scrip but I'd like to tell, in the message, the name of the queue the ticket was transferred to. All I have is {$Transaction->NewValue} which is numeric. How can I do the lookup ? Thanks for your help, JC From gerard at eve-team.com Fri Mar 16 11:20:17 2012 From: gerard at eve-team.com (Gerard FENELON) Date: Fri, 16 Mar 2012 16:20:17 +0100 Subject: [rt-users] Queue change scrip not working In-Reply-To: <4F6351AC.4020909@thefreecat.org> References: <4F6351AC.4020909@thefreecat.org> Message-ID: <4F635A31.4080608@eve-team.com> Hi In my template, I use my $action = "Queue changed to " . $Ticket->QueueObj->Name ; $Ticket->QueueObj->Name gives you the name of the NEW queue. You could also use $Transaction->Description which does all the work for you, This gives something like Queue changed from AAA to BBB by XXX Gerard On 2012-03-16 15:43, Jean-Christophe Boggio wrote: > Hello, > > I've created a global "OnQueueChange" scrip but I'd like to tell, > in the message, the name of the queue the ticket was transferred to. > > All I have is {$Transaction->NewValue} which is numeric. How can I do > the lookup ? > > Thanks for your help, > JC > -------------- next part -------------- An HTML attachment was scrubbed... URL: From theitsmith at gmail.com Fri Mar 16 12:35:00 2012 From: theitsmith at gmail.com (Thomas Smith) Date: Fri, 16 Mar 2012 09:35:00 -0700 Subject: [rt-users] Searching for all tickets updated yesterday by a particular user Message-ID: Hi, I would like to search for all tickets updated yesterday by a particular user--I see the option to search "Last updated by", but this will only show if a given user was the last to touch a ticket. Is there a way to search for all tickets that were updated by a given user on a given day? ~ Tom From bwiese at ElementPS.com Fri Mar 16 14:38:05 2012 From: bwiese at ElementPS.com (Brent Wiese) Date: Fri, 16 Mar 2012 11:38:05 -0700 Subject: [rt-users] FW: scrip and template to email calendar invite In-Reply-To: <4F1DAC42.7020703@bestpractical.com> References: <7ECD0C8955ADE149B95716B364B4D58F26CC2DFEAB@EXCCR01.eps.local> <4F1DAC42.7020703@bestpractical.com> Message-ID: <7ECD0C8955ADE149B95716B364B4D58F2854812F21@EXCCR01.eps.local> This is a somewhat old thread, but since I got it all working, its baked a while now, and I see a ton of "how do I send outlook invites" with no workable responses, I wanted to share since people here have helped me immensely. It's time to give back! I'm on RT 4.0.4, but I think it'll work on older versions since the code I changed has been around a while. A little history: >> What I need to do is set the Content-Type as: text/calendar; >> charset="utf-8"; method=REQUEST >> Anyone more entrenched in the code able to point me in the right >> direction? It'd be great if there was some way to just pass the value >> after Content-Type: in the template to the email... Thomas Sibley wrote back: > The part that forces text/plain is line 205 in RT::Action::SendEmail (and calls into > RT::I18N::IsTextualContentType). The restriction to m{^(?:text/(?:plain|html)|message/rfc822)\b}i > dates from 2007, and I suspect it should be rewritten to allow arbitrary content-types. This was the ticket (ha, pun). I copied /opt/rt4/lib/RT/I18N.pm and its I18N supporting folder (didn't work if I didn't copy the folder/contents too) to /opt/rt4/local/lib/RT. I changed this routine around line 196 in I18N.pm: sub IsTextualContentType { my $type = shift; ($type =~ m{^(?:text/(?:plain|html|calendar)|message/rfc822)\b}i) ? 1 : 0; } Basically, just adding the "calendar" check to the regex. Since everyone's scrip usage will be different, I'm not putting mine in here. I'm just checking on a queue change to see if this field has value (it's not required) or if this CF has changed (so it can send an update) once in the queue. Pretty basic scrip. After the code change, I was able to build a template that would send an invite. The invite is sent with the meeting time pulled from a date-time custom field (CF #19 in my RT). I've fixed a lot of the fields in our case because these are really just placeholders for us (ie: they're set to 30 min lengths because I don't care about having to adjust the lengths and a 15 min prior notification time). You could easily modify those using other custom fields in your setup. I've also stripped down the vCal lines to keep this simple... things like timezones, required/optional users, etc are all removed. If you put in the "required" lines, people's responses will send back vCal garbage to the organizer if it's not an outlook user (RT in my case) since outlook defaults to "Send response". I learned almost all of the vCal stuff by sending myself some invites to an account I don't use outlook with and saving the email, opening it in a text editor, and running it through an online base64 decoder. I'm NOT attempting to do multi-part messages like Outlook sends. I didn't need to. I've seen some people fix the UID field. I decided to use the ticket number since it's unique and this way, meetings will "update" even if the subject of the email/ticket changes. If the below doesn't give you the accept/tentative/decline buttons, then there is a stray LF somewhere. This was the hardest part during my testing - it required remembering to use ctrl-enter instead of just the enter key when typing things out. If there was a stray LF somewhere, it would show as an attached .ics file or nothing at all. Template: Name: Send Calendar Invite Desc: Sends outlook calendar invite Type: perl Content: Content-Type: text/calendar; charset="utf-8"; method=REQUEST BEGIN:VCALENDAR METHOD:REQUEST PRODID:Microsoft Exchange Server 2007 VERSION:2.0 BEGIN:VEVENT ORGANIZER;CN=RT:MAILTO:myRTemail at domain.com DESCRIPTION;LANGUAGE=en-US:See Ticket {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} \n\nDescription of the action to perform:\n{$Ticket->FirstCustomFieldValue(11);} SUMMARY;LANGUAGE=en-US:subject DTSTART:{ my $duedate = RT::Date->new($RT::SystemUser); $duedate->Set(Format=>'ISO', Value =>$Ticket->FirstCustomFieldValue(19)); $duedate = $duedate->AsString(Format=>'iCal'); $duedate; } DTEND:{ my $newdate = RT::Date->new($RT::SystemUser); $newdate->Set(Format=>'ISO', Value => $Ticket->FirstCustomFieldValue(19) ); $newdate->AddSeconds(+1800); $newdate = $newdate->AsString(Format=>'iCal'); $newdate; } UID:{$Ticket->id} CLASS:PUBLIC PRIORITY:5 DTSTAMP:{ my $now = RT::Date->new($RT::SystemUser); $now->SetToNow(); $now = $now->AsString(Format=>'iCal'); $now; } TRANSP:OPAQUE STATUS:CONFIRMED SEQUENCE:0 LOCATION;LANGUAGE=en-US:EPS BEGIN:VALARM ACTION:DISPLAY DESCRIPTION:REMINDER TRIGGER;RELATED=START:-PT15M END:VALARM END:VEVENT END:VCALENDAR When this comes to an Outlook or iphone-via-exchange user, it works great. Some of our droid users have "always send reply" turned on so it inserts all the vCal text into the ticket. Once identified, we have them turn that off. Another option would be to set the meeting organizer as one of your Outlook users (ie: a project manager). Would be awesome if a forthcoming version of RT included that "calendar" content-type check. Cheers, Brent From lab at pacbell.net Fri Mar 16 17:14:32 2012 From: lab at pacbell.net (20/20 Lab) Date: Fri, 16 Mar 2012 14:14:32 -0700 Subject: [rt-users] Searching for all tickets updated yesterday by a particular user In-Reply-To: References: Message-ID: <4F63AD38.8000209@pacbell.net> On 03/16/2012 9:35 AM, Thomas Smith wrote: > Hi, > > I would like to search for all tickets updated yesterday by a particular user--I see the option to search "Last updated by", but this will only show if a given user was the last to touch a ticket. > > Is there a way to search for all tickets that were updated by a given user on a given day? > > ~ Tom Click on new search. You can select all your options on the left if your more comfy. ---------------- LastUpdatedBy = 'user' AND Updated = '2012-03-15' ---------------- However I dont think it will work once it has been updated by someone else. ie, Ticket1: Thing1 updated it yesterday because of an invoice received, Thing2 updated it today because of the items received. Ticket one will then be excluded because it was updated today by a different user. -Matt From drey111 at gmail.com Fri Mar 16 17:38:05 2012 From: drey111 at gmail.com (Joe Harris) Date: Fri, 16 Mar 2012 17:38:05 -0400 Subject: [rt-users] Searching for all tickets updated yesterday by a particular user In-Reply-To: <4F63AD38.8000209@pacbell.net> References: <4F63AD38.8000209@pacbell.net> Message-ID: <5AC70F18-D6B8-4414-9913-E24DC3F43630@gmail.com> I wrote a bash script to accomplish this exact task. The search queries within rt only support queries against the tickets table while transactions hold all relevant info on daily updates by a particular user. When I get a chance, I'll log into my office network, sanitize the script and post it. The one I wrote grabs all users in a group of my choosing and emails the entire list to all users in that group. Sent from my mobile device. On Mar 16, 2012, at 5:14 PM, 20/20 Lab wrote: > On 03/16/2012 9:35 AM, Thomas Smith wrote: >> Hi, >> >> I would like to search for all tickets updated yesterday by a particular user--I see the option to search "Last updated by", but this will only show if a given user was the last to touch a ticket. >> >> Is there a way to search for all tickets that were updated by a given user on a given day? >> >> ~ Tom > > Click on new search. > > You can select all your options on the left if your more comfy. > ---------------- > LastUpdatedBy = 'user' AND Updated = '2012-03-15' > ---------------- > However I dont think it will work once it has been updated by someone else. ie, Ticket1: Thing1 updated it yesterday because of an invoice received, Thing2 updated it today because of the items received. Ticket one will then be excluded because it was updated today by a different user. > > -Matt From ceteraw at gmail.com Fri Mar 16 17:45:57 2012 From: ceteraw at gmail.com (Wiktor Cetera) Date: Fri, 16 Mar 2012 22:45:57 +0100 Subject: [rt-users] Database Cleaning Message-ID: Hi Another problem. Is there any way to clean all database (tickets in ticket box) without using any extensions? Regards! -------------- next part -------------- An HTML attachment was scrubbed... URL: From reg.bestpractical at posterus.com Fri Mar 16 18:55:00 2012 From: reg.bestpractical at posterus.com (reg.bestpractical at posterus.com) Date: Fri, 16 Mar 2012 23:55:00 +0100 Subject: [rt-users] MySQL Scaling for a large instance In-Reply-To: <4F634499.9080008@iweb.com> References: <4F5F7C52.20909@iweb.com> <4F634499.9080008@iweb.com> Message-ID: <00ea01cd03c7$d13ca440$73b5ecc0$@bestpractical@posterus.com> David, > Do you know of any successful MySQL proxy implentations with RT ? You should not really use any MySQL replication-based solution for database load distribution unless application was designed with that in mind or at least adjusted to work in such architecture. This is even more true for systems where consistency or availability are requirements and I think a ticketing system could be viewed as one of them. The alternative approach you might want to look at is MySQL/Galera - a synchronous replication engine for InnoDB. They have released version 2.0 recently, which might be worth evaluating if you desperately need such solution asap. But I wouldn't call it "stable" just yet. Overall, however, I think pursuing the other options first would be a better idea (moving sessions away, adding some caching layer, partition to pin the working set to a smaller table space). With that many (or more) tickets, if or when database workload becomes disk-bound, it might be worth adding more RAM/growing InnoDB buffer pool size. I am new to RT, so I don't really know how it uses database or what sort of workloads it typically generates as it grows, nor have I seen any large installations. I can only guess that the use of surrogate keys for primary keys in every(?) table may not work well with very large databases, especially if tickets can receive actions over extended periods of time (hours, days, weeks rather than minutes). These primary keys in tables like Attachments or Transactions, which can grow extremely large, result in poor data locality as rows belonging to different tickets would be appear in "random" places in a data file, simply stored in the order of insertion. Under disk-bound workload reading all attachments for a ticket could generate a lot random I/Os and queries could become slow, so RT would also slow down. > It is indeed one of the solutions we had been thinking of but it does not > have a release deemed "stable" at this time, still in beta. I don't think this project will ever become stable. Maciek -- Maciej Dobrzanski IT/Performance Consultant http://www.entrypoint.pl/ From falcone at bestpractical.com Fri Mar 16 20:16:08 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 16 Mar 2012 20:16:08 -0400 Subject: [rt-users] ExternalAuth problem In-Reply-To: <4F627A13.2030307@hpcrd.lbl.gov> References: <4F627A13.2030307@hpcrd.lbl.gov> Message-ID: <20120317001608.GF898@jibsheet.com> On Thu, Mar 15, 2012 at 04:24:03PM -0700, Sandra Wittenbrock wrote: > About 6 months ago, I set up External Auth to use the ExternalAuth, > with our ldap authentication server. Recently, it stopped working. > > I checked the syslog, and turned up the log level, but still did not > get any useful error messages. > > Mar 15 13:12:15 hpcrdticket RT: FAILED LOGIN for sandra from > xxx.xxx.xxx.xxx > (/usr/share/request-tracker3.8/lib/RT/Interface/Web.pm:457) > > > The same user was able to authenticate to the ldap service via > another application. > > Using TCP dump on the RT server, I don't see any network traffic > between the RT server and the ldap server, when I try to use ldap > authentication. So, it looks like RT isn't trying to communicate > with the LDAP server. I am able to see pings between the machines > using tcpdump. > > Does anyone know how I can get some better log messages? Or better > yet, have some good idea of where/why RT seems to not be enabling > the ExteralAuth? As I mentioned, the config was working a couple > weeks ago. The usual recommendation is to turn whatever Log you're using up to debug (you can read about the Log settings in RT_Config.pm and set the appropriate ones in RT_SiteConfig.pm) It's also useful to tell us what versions of RT and your modules you're using. It also isn't clear if the login fails for all ldap users or just this one. You should also post a sanitized version of your RT-Authen-ExternalAuth config. -kevin > Between when it was working and now, I did install mergeuser, so my > users can use multiple email addresses to create tickets. You think > the two could be interfering? I double checked the settings in > RT_SiteConfig.pm. > > Set( @Plugins, (qw( > RT::Authen::ExternalAuth > RT::Extension::LDAPImport > RT::Extension::MergeUsers > RT::Extension::CommandByMail))); -------------- 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 Mar 16 20:17:09 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 16 Mar 2012 20:17:09 -0400 Subject: [rt-users] Database Cleaning In-Reply-To: References: Message-ID: <20120317001709.GG898@jibsheet.com> On Fri, Mar 16, 2012 at 10:45:57PM +0100, Wiktor Cetera wrote: > Is there any way to clean all database (tickets in ticket box) without using any extensions? The rt-shredder command has been core since 3.8.0, so you can use that to delete tickets. If you want to recreate the database, RT provides drop-database and initialize-database commands available during the install. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From drey111 at gmail.com Fri Mar 16 20:51:49 2012 From: drey111 at gmail.com (Joe Harris) Date: Fri, 16 Mar 2012 20:51:49 -0400 Subject: [rt-users] Searching for all tickets updated yesterday by a particular user In-Reply-To: <5AC70F18-D6B8-4414-9913-E24DC3F43630@gmail.com> References: <4F63AD38.8000209@pacbell.net> <5AC70F18-D6B8-4414-9913-E24DC3F43630@gmail.com> Message-ID: Here is my script to capture yesterdays ticket updates. It can be changed as needed to meet your needs. The main thing was to get the query to capture transactions for tickets and the query is below for that.This is 2 files, the script and the email header. Script is at the top and header at the bottom. Hope this helps! Joe #!/bin/bash # Set variables HOME="/organization/scripts/ticketing" DB=databasename DBHOST=databasehostname DBUSER=databaseuser # Prepare for line breaks in results newline=' ' OIFS=$IFS IFS=$newline #Capture yesterdays date YESTERDAY=`date +%Y-%m-%d -d yesterday` DAYOFWEEK=`date +%A -d yesterday` YEAR=`date +%Y -d yesterday` MONTH=`date +%m -d yesterday` DAY=`date +%d -d yesterday` # Create file to be emailed and replace template data with date info touch "$HOME/tickets.$YESTERDAY" cat "$HOME/tickets.header" |sed -e "s//$YESTERDAY/g" |sed -e "s//$DAYOFWEEK/g" >$HOME/tickets.$YESTERDAY #Get User ID's from technical operations users (GROUPID variable is the group you want to capture) GROUPID=140 USERS=`psql -A -t -c "select a.id,a.emailaddress from users a,groups b,groupmembers c where a.id=c.memberid and b.id=c.groupid and b.id=$GROUPID" -U $DBUSER -h $DBHOST $DB` # Loop through users query and search for yesterdays ticket updates for user in $USERS do USERID=`echo $user |cut -d\| -f1` EMAIL=`echo $user |cut -d\| -f2` # Add/Append data to the email body file for each user in the group created above echo "$newline" >>$HOME/tickets.$YESTERDAY echo "Begin tickets updated by $EMAIL" >>$HOME/tickets.$YESTERDAY TICKET=`psql -A -t -c "select distinct b.id from users a,tickets b,groups c,groupmembers d, transactions e where a.id=e.creator and b.id=e.objectid and a.id=d.memberid and c.id=d.groupid and c.id=140 and a.id=$USERID and date_part('year',e.created) = '$YEAR' and date_part('month',e.created) = '$MONTH' and date_part('day',e.created) = '$DAY'"-U $DBUSER -h $DBHOST $DB` # Grab subject and create link to ticket and add to email body file for ticket in $TICKET do OIFS=$IFS IFS=$newline SUBJECT=`psql -A -t -c "select distinct subject from tickets where id=$ticket" -U $DBUSER -h $DBHOST $DB` echo "$SUBJECT" >>$HOME/tickets.$YESTERDAY echo "http://ticketing.organization.com/Ticket/Display.html?id=$ticket" >>$HOME/tickets.$YESTERDAY echo "----------------------------------------------------------------------" >>$HOME/tickets.$YESTERDAY done echo "$newline End tickets updated by $EMAIL" >>$HOME/tickets.$YESTERDAY echo "$newline" >>$HOME/tickets.$YESTERDAY done #Wrap it all up and send the email /usr/sbin/sendmail -t < "$HOME/tickets.$YESTERDAY" # End of script #Beginning of header file To: net_alerts at organization.com From: Net Alerts X-TLS: Technical Operations Ticket updates for Subject: Technical Operations Ticket updates for Below are the departmental ticket updates for . # End of header file From mgiammarco at gmail.com Sun Mar 18 15:19:34 2012 From: mgiammarco at gmail.com (Mario) Date: Sun, 18 Mar 2012 19:19:34 +0000 (UTC) Subject: [rt-users] Invalid username References: <20120313153159.GI33510@jibsheet.com> <20120314234708.GL33510@jibsheet.com> Message-ID: Kevin Falcone bestpractical.com> writes: > You shouldn't be granting user rights, put the user in a group and > grant group rights. > Ok it is the first thing I have tried but my problem was that unprivileged users do not see custom fields when they open a ticket. BUT the custom fields validation is present and so the ticket creation is refused. It seems a bug to me: you cannot see CF, you cannot fill it, but request tracker give you an error that you have not filled it. > I believe the autocompleter for user rights may restrict to Privileged > users which may be the problem you're having. Go search for the user > you're trying to use and ensure that they are Privileged. > Will try but my problem is above. > If you want to give Unprivileged users the ability to see/edit CFs, > you can grant to Unprivileged directly, or to Requestors of tickets. Explain better please. I think I have tried all possible combinations of permissions in the hope to let an unprivileged user to see CFs. Thanks again! Mario From inbel1 at telenet.be Sun Mar 18 16:08:32 2012 From: inbel1 at telenet.be (inbel1 at telenet.be) Date: Sun, 18 Mar 2012 21:08:32 +0100 (CET) Subject: [rt-users] callback for autoclose in RT4 In-Reply-To: <32fd61db-0111-491d-a1a1-e6cd72e37539@akosua.telenet-ops.be> Message-ID: <7e3c5cb3-8ea6-4fd7-936d-875f3efbb937@akosua.telenet-ops.be> We automatically close our tickets when replying to the requestor. In RT3 I changed .../Ticket/Update.html from: if ($DefaultStatus =~ '~new$') { ?????????$DefaultStatus = 'open'; } to: if (($DefaultStatus =~ '~new$' || $DefaultStatus =~ '~open $') && Action eq 'Respond') { ?????????$DefaultStatus = 'resolved '; } Now we have migrated to 4.0.5, but I can't find the correct callback to do this. Anyone a clue or hint? -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netsandbox.de Mon Mar 19 04:14:41 2012 From: cloos at netsandbox.de (Christian Loos) Date: Mon, 19 Mar 2012 09:14:41 +0100 Subject: [rt-users] VB: reminders? In-Reply-To: References: Message-ID: <4F66EAF1.706@netsandbox.de> You should really read the README file: The changes in this extension are already included in RT 4.0. So for 4.0 you don't need this extension as it only back port some changes from 4.0 to 3.8 to make the reminder feature useful under 3.8. -Chris Am 10.03.2012 16:38, schrieb Martin Petersson: > Hello > > And thank you for the tip. I have RT 4.0.4 , does it work? I installed > but didnt cleared out removed old extension and cleared out Masonbut it > doesnt seem to happen anything? > > Do i need to do anything more except the installation? > > 1. perl Makefile.PL > > 2. make > > 3. remove old Extension: rm -rf > /opt/rt3/local/plugins/RT-Extension-ReminderImproved > > 4. make install > > 5. Add 'RT::Extension::ReminderImproved' to @Plugins in > /opt/rt3/etc/RT_SiteConfig.pm > > 6. Clear mason cache: rm -rf /opt/rt3/var/mason_data/obj > > 7. Restart webserver > > I added this ?RT::Extension::ReminderImproved? in RT_SiteConfig.pm like this > > # You must install Plugins on your own, this is only an example > > # of the correct syntax to use when activating them. > > # There should only be one @Plugins declaration in your config file. > > #Set(@Plugins,(qw(RT::Extension::QuickDelete > RT::Extension::CommandByMail))); > > Set(@Plugins,(qw(RT::Extension::ReminderImproved))); > > 1; > From martin at uanet.se Mon Mar 19 04:40:13 2012 From: martin at uanet.se (Martin Petersson) Date: Mon, 19 Mar 2012 08:40:13 +0000 Subject: [rt-users] VB: reminders? In-Reply-To: <4F66EAF1.706@netsandbox.de> References: <4F66EAF1.706@netsandbox.de> Message-ID: Hi Christian Yes i noticed that but why or what do i have to do to get the email reminders, cause I don?t receive any today? Med V?nliga H?lsningar/Best Regards -------------------------------------------------------- Martin Petersson M: Office +46 (0)522 98028? ?: Fax +46 (0)70 25 79 453 F: www.uanet.se Gustaf Mattssons V?g 2 451 50 Uddevalla Orgnr: 556702-4095 Styrelsens s?te: Uddevalla ? Please consider the environment before printing this e-mail. -----Ursprungligt meddelande----- Fr?n: Christian Loos [mailto:cloos at netsandbox.de] Skickat: den 19 mars 2012 09:15 Till: Martin Petersson Kopia: fireskyer at emailn.de; rt-users at lists.bestpractical.com ?mne: Re: VB: reminders? You should really read the README file: The changes in this extension are already included in RT 4.0. So for 4.0 you don't need this extension as it only back port some changes from 4.0 to 3.8 to make the reminder feature useful under 3.8. -Chris Am 10.03.2012 16:38, schrieb Martin Petersson: > Hello > > And thank you for the tip. I have RT 4.0.4 , does it work? I installed > but didnt cleared out removed old extension and cleared out Masonbut > it doesnt seem to happen anything? > > Do i need to do anything more except the installation? > > 1. perl Makefile.PL > > 2. make > > 3. remove old Extension: rm -rf > /opt/rt3/local/plugins/RT-Extension-ReminderImproved > > 4. make install > > 5. Add 'RT::Extension::ReminderImproved' to @Plugins in > /opt/rt3/etc/RT_SiteConfig.pm > > 6. Clear mason cache: rm -rf /opt/rt3/var/mason_data/obj > > 7. Restart webserver > > I added this ?RT::Extension::ReminderImproved? in RT_SiteConfig.pm > like this > > # You must install Plugins on your own, this is only an example > > # of the correct syntax to use when activating them. > > # There should only be one @Plugins declaration in your config file. > > #Set(@Plugins,(qw(RT::Extension::QuickDelete > RT::Extension::CommandByMail))); > > Set(@Plugins,(qw(RT::Extension::ReminderImproved))); > > 1; > From cloos at netsandbox.de Mon Mar 19 04:52:07 2012 From: cloos at netsandbox.de (Christian Loos) Date: Mon, 19 Mar 2012 09:52:07 +0100 Subject: [rt-users] VB: reminders? In-Reply-To: References: <4F66EAF1.706@netsandbox.de> Message-ID: <4F66F3B7.8060508@netsandbox.de> Just have a look at the Wiki: http://requesttracker.wikia.com/wiki/Reminders -Chris Am 19.03.2012 09:40, schrieb Martin Petersson: > Hi Christian > > Yes i noticed that but why or what do i have to do to get the email reminders, cause I don?t receive any today? From rt-users at thefreecat.org Mon Mar 19 06:21:36 2012 From: rt-users at thefreecat.org (Jean-Christophe Boggio) Date: Mon, 19 Mar 2012 11:21:36 +0100 Subject: [rt-users] Queue change scrip not working In-Reply-To: <4F635A31.4080608@eve-team.com> References: <4F6351AC.4020909@thefreecat.org> <4F635A31.4080608@eve-team.com> Message-ID: <4F6708B0.5030609@thefreecat.org> Gerard, Le 16/03/2012 16:20, Gerard FENELON a ?crit : > In my template, I use > > my $action = "Queue changed to " . $Ticket->QueueObj->Name ; > > $Ticket->QueueObj->Name gives you the name of the NEW queue. Perfect, thanks a lot. > You could also use $Transaction->Description which does all the work for you, > This gives something like > > Queue changed from AAA to BBB by XXX I would have but it's not translated and we have non-english users. Best regards, From inbel1 at telenet.be Mon Mar 19 08:49:52 2012 From: inbel1 at telenet.be (inbel1 at telenet.be) Date: Mon, 19 Mar 2012 13:49:52 +0100 (CET) Subject: [rt-users] callback for autoclose in RT4 In-Reply-To: <7e3c5cb3-8ea6-4fd7-936d-875f3efbb937@akosua.telenet-ops.be> Message-ID: <4a63e1bb-8dbf-4bc9-b1fc-6d83a3186ded@akosua.telenet-ops.be> We automatically close our tickets when replying to the requestor. In RT3 I changed .../Ticket/Update.html from: if ($DefaultStatus =~ '~new$') { ?????????$DefaultStatus = 'open'; } to: if (($DefaultStatus =~ '~new$' || $DefaultStatus =~ '~open$') && Action eq 'Respond') { ?????????$DefaultStatus = 'resolved'; } Now we have migrated to 4.0.5, but I can't find the correct callback to do this. ? Anyone a clue or hint? *** If you use a scrip, the ticket will al ways be closed (it's a post action). Default behavior should be: close it, but users should be abl e to override this by selecting another status from the drop down box . -------------- next part -------------- An HTML attachment was scrubbed... URL: From theitsmith at gmail.com Mon Mar 19 09:41:51 2012 From: theitsmith at gmail.com (Thomas Smith) Date: Mon, 19 Mar 2012 06:41:51 -0700 Subject: [rt-users] Searching for all tickets updated yesterday by a particular user In-Reply-To: References: <4F63AD38.8000209@pacbell.net> <5AC70F18-D6B8-4414-9913-E24DC3F43630@gmail.com> Message-ID: Thank you Joe! I'll give it a shot! On Mar 16, 2012, at 5:51 PM, Joe Harris wrote: > Here is my script to capture yesterdays ticket updates. It can be > changed as needed to meet your needs. The main thing was to get the > query to capture transactions for tickets and the query is below for > that.This is 2 files, the script and the email header. Script is at > the top and header at the bottom. > > Hope this helps! > > Joe > > #!/bin/bash > > # Set variables > HOME="/organization/scripts/ticketing" > DB=databasename > DBHOST=databasehostname > DBUSER=databaseuser > > # Prepare for line breaks in results > newline=' > ' > OIFS=$IFS > IFS=$newline > > #Capture yesterdays date > YESTERDAY=`date +%Y-%m-%d -d yesterday` > DAYOFWEEK=`date +%A -d yesterday` > YEAR=`date +%Y -d yesterday` > MONTH=`date +%m -d yesterday` > DAY=`date +%d -d yesterday` > > # Create file to be emailed and replace template data with date info > touch "$HOME/tickets.$YESTERDAY" > cat "$HOME/tickets.header" |sed -e "s//$YESTERDAY/g" |sed > -e "s//$DAYOFWEEK/g" >$HOME/tickets.$YESTERDAY > > #Get User ID's from technical operations users (GROUPID variable is > the group you want to capture) > GROUPID=140 > USERS=`psql -A -t -c "select a.id,a.emailaddress from users a,groups > b,groupmembers c where a.id=c.memberid and b.id=c.groupid and > b.id=$GROUPID" -U $DBUSER -h $DBHOST $DB` > > # Loop through users query and search for yesterdays ticket updates > for user in $USERS > do > USERID=`echo $user |cut -d\| -f1` > EMAIL=`echo $user |cut -d\| -f2` > > # Add/Append data to the email body file for each user in the group > created above > echo "$newline" >>$HOME/tickets.$YESTERDAY > echo "Begin tickets updated by $EMAIL" >>$HOME/tickets.$YESTERDAY > TICKET=`psql -A -t -c "select distinct b.id from users a,tickets > b,groups c,groupmembers d, transactions e where a.id=e.creator and > b.id=e.objectid and a.id=d.memberid and c.id=d.groupid and c.id=140 > and a.id=$USERID and date_part('year',e.created) = '$YEAR' and > date_part('month',e.created) = '$MONTH' and date_part('day',e.created) > = '$DAY'"-U $DBUSER -h $DBHOST $DB` > > # Grab subject and create link to ticket and add to email body file > for ticket in $TICKET > do > OIFS=$IFS > IFS=$newline > SUBJECT=`psql -A -t -c "select distinct subject from tickets where > id=$ticket" -U $DBUSER -h $DBHOST $DB` > echo "$SUBJECT" >>$HOME/tickets.$YESTERDAY > echo "http://ticketing.organization.com/Ticket/Display.html?id=$ticket" >>> $HOME/tickets.$YESTERDAY > echo "----------------------------------------------------------------------" >>> $HOME/tickets.$YESTERDAY > done > echo "$newline End tickets updated by $EMAIL" >>$HOME/tickets.$YESTERDAY > echo "$newline" >>$HOME/tickets.$YESTERDAY > done > > #Wrap it all up and send the email > /usr/sbin/sendmail -t < "$HOME/tickets.$YESTERDAY" > > # End of script > > > > > > > > > #Beginning of header file > > To: net_alerts at organization.com > From: Net Alerts > X-TLS: Technical Operations Ticket updates for > Subject: Technical Operations Ticket updates for > > Below are the departmental ticket updates for . > > # End of header file From falcone at bestpractical.com Mon Mar 19 11:48:44 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 19 Mar 2012 11:48:44 -0400 Subject: [rt-users] callback for autoclose in RT4 In-Reply-To: <4a63e1bb-8dbf-4bc9-b1fc-6d83a3186ded@akosua.telenet-ops.be> References: <7e3c5cb3-8ea6-4fd7-936d-875f3efbb937@akosua.telenet-ops.be> <4a63e1bb-8dbf-4bc9-b1fc-6d83a3186ded@akosua.telenet-ops.be> Message-ID: <20120319154844.GH898@jibsheet.com> On Mon, Mar 19, 2012 at 01:49:52PM +0100, inbel1 at telenet.be wrote: > We automatically close our tickets when replying to the requestor. > > In RT3 I changed .../Ticket/Update.html > > from: > > if ($DefaultStatus =~ '~new$') { > > $DefaultStatus = 'open'; > > } We actually removed this code in 4.0, because all the status changes are controlled by Lifecycles or Scrips > *** If you use a scrip, the ticket will always be closed (it's a post action). > Default behavior should be: close it, but users should be able to override this by selecting > another status from the drop down box. That's what happens with On Correspond Open Ticket, the default RT scrip. If you notice, you can pick Resolve on the list and it'll end up resolved, even if you correspond. You can also use Lifecycles to control some of the tabs that users use to get to the Reply page. You may need to use a callback to modify the Menu that links Reply. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From tjrc at sanger.ac.uk Mon Mar 19 12:54:30 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Mon, 19 Mar 2012 16:54:30 +0000 Subject: [rt-users] Oddity within the RT database Message-ID: <22FDA4D5-F1A0-4D6C-ACB0-6E90831595B2@sanger.ac.uk> It looks as though at some point, probably a long time ago during an upgrade, that I accidentally ran part of the upgrade database task twice, and as a result some of the standard portlet searches are duplicated: select id, Name from Attributes where ObjectType = 'RT::System' order by Name returns: id,Name 1470,BrandedSubjectTag 494,HomepageSettings 497,HomepageSettings 18200,QueueCacheNeedsUpdate 498,"Search - Bookmarked Tickets" 499,"Search - My Requested Tickets" 492,"Search - My Tickets" 495,"Search - My Tickets" 493,"Search - Unowned Tickets" 496,"Search - Unowned Tickets" Obviously in the RT-at-a-glance page, and in dashboard content pages, these searches appear twice, which is a bit messy, if harmless. If I wanted to clean this up, obviously I could remove one of the duplicated entries in each case, but then I presumably need to also sanitise where they are referenced from. Are the references going to be embedded in blobs in other Attributes? I can see some of them are referenced in the Name of some other Attributes (for example Pref-RT::Attribute-492 and likewise 493 and 496) which presumably could be fairly easily fixed with a simple update. But I imagine these things are referenced within saved home page settings and dashboards somewhere, which could be messy to fix. Any thoughts? 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 testwreq at gmail.com Mon Mar 19 13:34:24 2012 From: testwreq at gmail.com (testwreq wreq) Date: Mon, 19 Mar 2012 13:34:24 -0400 Subject: [rt-users] centos OS upgrade broke RT 3.8.2 Message-ID: Hi I upgraded centos from 5.5 to 5.8 release on my development server. I cannot get RT to work. My RT installation is under data/rt3 folder. The document rool is .../share/html; When we try to access the RT host name on the browser, it does not reach the index.html file location in the document root of RT, bur instead tries to open some file and is looking for a filetype to open it with I ran ./rt-test-dependencies --with-modperl1 on both development and production. there are following things missing on both Apache::Request...MISSING CORE missing dependencies: Encode >= 2.13...MISSING Encode version 2.13 required--this is only version 2.12 However, the production centos is not updgraded and it is working. I don't get any errors in the error log. Could anyone help us to find what the problem could be? thanks much:) -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Mon Mar 19 13:47:05 2012 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 19 Mar 2012 13:47:05 -0400 Subject: [rt-users] centos OS upgrade broke RT 3.8.2 In-Reply-To: References: Message-ID: <4F677119.4060206@kickflop.net> On 3/19/2012 1:34 PM, testwreq wreq wrote: > Hi > I upgraded centos from 5.5 to 5.8 release on my development server. I > cannot get RT to work. My RT installation is under data/rt3 folder. The > document rool is .../share/html; When we try to access the RT host name > on the browser, it does not reach the index.html file location in the > document root of RT, bur instead tries to open some file and is looking > for a filetype to open it with > I ran ./rt-test-dependencies --with-modperl1 on both development and > production. there are following things missing on both > Apache::Request...MISSING > CORE missing dependencies: > Encode >= 2.13...MISSING > Encode version 2.13 required--this is only version 2.12 > However, the production centos is not updgraded and it is working. I > don't get any errors in the error log. Could anyone help us to find what > the problem could be? > thanks much:) perl -MCPAN -e "install Encode" Red Hat / CentOS updates nearly always screw up something with the "Encode" that RT expects. The RH or CentOS one lacks mime_name somewhere. From ceteraw at gmail.com Mon Mar 19 13:52:02 2012 From: ceteraw at gmail.com (Wiktor Cetera) Date: Mon, 19 Mar 2012 18:52:02 +0100 Subject: [rt-users] How to delete reminders of unexisted tickets Message-ID: Hello I`ve deleted all tickets from RT by Shredder, but I had active Reminders. Now in the 'My Reminders' box i see information: "Couldn't find Ticket for reminder 63. Please contact administrator." How can I delete this? >From normal and root account I can`t find any suitable option. Thanks for reply! Best Regards to all Victor -------------- next part -------------- An HTML attachment was scrubbed... URL: From testwreq at gmail.com Mon Mar 19 13:54:35 2012 From: testwreq at gmail.com (testwreq wreq) Date: Mon, 19 Mar 2012 13:54:35 -0400 Subject: [rt-users] centos OS upgrade broke RT 3.8.2 In-Reply-To: <4F677119.4060206@kickflop.net> References: <4F677119.4060206@kickflop.net> Message-ID: What mime_name should I be looking for? On Mon, Mar 19, 2012 at 1:47 PM, Jeff Blaine wrote: > On 3/19/2012 1:34 PM, testwreq wreq wrote: > >> Hi >> I upgraded centos from 5.5 to 5.8 release on my development server. I >> cannot get RT to work. My RT installation is under data/rt3 folder. The >> document rool is .../share/html; When we try to access the RT host name >> on the browser, it does not reach the index.html file location in the >> document root of RT, bur instead tries to open some file and is looking >> for a filetype to open it with >> I ran ./rt-test-dependencies --with-modperl1 on both development and >> production. there are following things missing on both >> Apache::Request...MISSING >> CORE missing dependencies: >> Encode >= 2.13...MISSING >> Encode version 2.13 required--this is only version 2.12 >> However, the production centos is not updgraded and it is working. I >> don't get any errors in the error log. Could anyone help us to find what >> the problem could be? >> thanks much:) >> > > perl -MCPAN -e "install Encode" > > Red Hat / CentOS updates nearly always screw up something with > the "Encode" that RT expects. The RH or CentOS one lacks mime_name > somewhere. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Mon Mar 19 15:03:51 2012 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 19 Mar 2012 15:03:51 -0400 Subject: [rt-users] centos OS upgrade broke RT 3.8.2 In-Reply-To: References: <4F677119.4060206@kickflop.net> Message-ID: <4F678317.5090400@kickflop.net> On 3/19/2012 1:54 PM, testwreq wreq wrote: > What mime_name should I be looking for? None. I guess I was too terse. CentOS "upgraded" your Perl "Encode" module for you and the version that RH and CentOS push out breaks RT. The version they push out (which breaks things) is lacking an attribute or function called mime_name. You don't need to know that to fix it, I am only telling you so that if you see "mime_name" mentioned in an error some time, you will have some context for it. To fix, just do this: perl -MCPAN -e "install Encode" > On Mon, Mar 19, 2012 at 1:47 PM, Jeff Blaine > wrote: > > On 3/19/2012 1:34 PM, testwreq wreq wrote: > > Hi > I upgraded centos from 5.5 to 5.8 release on my development > server. I > cannot get RT to work. My RT installation is under data/rt3 > folder. The > document rool is .../share/html; When we try to access the RT > host name > on the browser, it does not reach the index.html file location > in the > document root of RT, bur instead tries to open some file and is > looking > for a filetype to open it with > I ran ./rt-test-dependencies --with-modperl1 on both development and > production. there are following things missing on both > Apache::Request...MISSING > CORE missing dependencies: > Encode >= 2.13...MISSING > Encode version 2.13 required--this is only > version 2.12 > However, the production centos is not updgraded and it is > working. I > don't get any errors in the error log. Could anyone help us to > find what > the problem could be? > thanks much:) > > > perl -MCPAN -e "install Encode" > > Red Hat / CentOS updates nearly always screw up something with > the "Encode" that RT expects. The RH or CentOS one lacks mime_name > somewhere. > > From testwreq at gmail.com Mon Mar 19 15:36:45 2012 From: testwreq at gmail.com (testwreq wreq) Date: Mon, 19 Mar 2012 15:36:45 -0400 Subject: [rt-users] centos OS upgrade broke RT 3.8.2 In-Reply-To: <4F678317.5090400@kickflop.net> References: <4F677119.4060206@kickflop.net> <4F678317.5090400@kickflop.net> Message-ID: Dear Jeff, Unfortunately, it did not fix the problem. Encode was up to date. [root at www2 ~]# perl -MCPAN -e "install Encode" CPAN: Storable loaded ok Going to read /root/.cpan/Metadata Database was generated on Sun, 18 Mar 2012 23:12:50 GMT Encode is up to date. On Mon, Mar 19, 2012 at 3:03 PM, Jeff Blaine wrote: > On 3/19/2012 1:54 PM, testwreq wreq wrote: > >> What mime_name should I be looking for? >> > > None. > > I guess I was too terse. > > CentOS "upgraded" your Perl "Encode" module for you and > the version that RH and CentOS push out breaks RT. The > version they push out (which breaks things) is lacking > an attribute or function called mime_name. You don't > need to know that to fix it, I am only telling you so > that if you see "mime_name" mentioned in an error some > time, you will have some context for it. > > To fix, just do this: > > > perl -MCPAN -e "install Encode" > > On Mon, Mar 19, 2012 at 1:47 PM, Jeff Blaine > > wrote: >> >> On 3/19/2012 1:34 PM, testwreq wreq wrote: >> >> Hi >> I upgraded centos from 5.5 to 5.8 release on my development >> server. I >> cannot get RT to work. My RT installation is under data/rt3 >> folder. The >> document rool is .../share/html; When we try to access the RT >> host name >> on the browser, it does not reach the index.html file location >> in the >> document root of RT, bur instead tries to open some file and is >> looking >> for a filetype to open it with >> I ran ./rt-test-dependencies --with-modperl1 on both development >> and >> production. there are following things missing on both >> Apache::Request...MISSING >> CORE missing dependencies: >> Encode >= 2.13...MISSING >> Encode version 2.13 required--this is only >> version 2.12 >> However, the production centos is not updgraded and it is >> working. I >> don't get any errors in the error log. Could anyone help us to >> find what >> the problem could be? >> thanks much:) >> >> >> perl -MCPAN -e "install Encode" >> >> Red Hat / CentOS updates nearly always screw up something with >> the "Encode" that RT expects. The RH or CentOS one lacks mime_name >> somewhere. >> >> >> -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Mon Mar 19 16:12:56 2012 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 19 Mar 2012 16:12:56 -0400 Subject: [rt-users] What determines "external auth" vs. "local auth" Message-ID: <4F679348.6050403@kickflop.net> When using RT-Extension-ExternalAuth, what is the logic for determining whether to authenticate to the external source or via RT's database? Will it always try the external source and then only use local if that was a connection failure or similar? I hope 'root' never tried via external. Is that true? From david.hollinger at HWTears.com Mon Mar 19 16:38:18 2012 From: david.hollinger at HWTears.com (David Hollinger) Date: Mon, 19 Mar 2012 16:38:18 -0400 Subject: [rt-users] User performance reporting Message-ID: <9C38D667456F2245B87C2DAA5ECED65C254C69C094@DC-MAIL.hwtears.com> I'm looking for an effective way to create/run a report on tickets from a specific queue, with specific owners and find out how often during the tickets' lifetime (from open to close) the owner missed the response Due Date (as set by SLA). I want the report to return every instance that a ticket has a missed Due Date, showing the columns for ticket number, Due Date, the corresponding update transaction for that Due Date (our Due Dates update every time there is a response, until close), and the ticket Priority. Any suggestions? David Hollinger III IT Infrastructure Coordinator Handwriting Without Tears (301)263-2700 ext 285 (402)430-3127 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Mon Mar 19 17:19:12 2012 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 19 Mar 2012 17:19:12 -0400 Subject: [rt-users] centos OS upgrade broke RT 3.8.2 In-Reply-To: References: <4F677119.4060206@kickflop.net> <4F678317.5090400@kickflop.net> Message-ID: <4F67A2D0.6020309@kickflop.net> On 3/19/2012 3:36 PM, testwreq wreq wrote: > Dear Jeff, > Unfortunately, it did not fix the problem. Encode was up to date. > [root at www2 ~]# perl -MCPAN -e "install Encode" > CPAN: Storable loaded ok > Going to read /root/.cpan/Metadata > Database was generated on Sun, 18 Mar 2012 23:12:50 GMT > Encode is up to date. Did you originally install RT from source? If so, the easiest solution is to visit the original source tree and run 'make fixdeps' and cross your fingers. Alternatively, you can just install a newer Encode (and then move on to Apache::Request). http://search.cpan.org/dist/Encode/ Pick a version, download it, unpackage it, and run perl Makefile.PL make make install [ Or read the README included with the package ] Unfortunately, this is how things go on Linux distributions unless you explicitly exclude key software from being updated. The update changed things that RT wants. The only real solution is to solve it by hand through Perl module upgrades on your own (which may very well then be overwritten again by your package manager in the future!). That's about all I can offer. > On Mon, Mar 19, 2012 at 3:03 PM, Jeff Blaine > wrote: > > On 3/19/2012 1:54 PM, testwreq wreq wrote: > > What mime_name should I be looking for? > > > None. > > I guess I was too terse. > > CentOS "upgraded" your Perl "Encode" module for you and > the version that RH and CentOS push out breaks RT. The > version they push out (which breaks things) is lacking > an attribute or function called mime_name. You don't > need to know that to fix it, I am only telling you so > that if you see "mime_name" mentioned in an error some > time, you will have some context for it. > > To fix, just do this: > > > perl -MCPAN -e "install Encode" > > On Mon, Mar 19, 2012 at 1:47 PM, Jeff Blaine > > >> wrote: > > On 3/19/2012 1:34 PM, testwreq wreq wrote: > > Hi > I upgraded centos from 5.5 to 5.8 release on my development > server. I > cannot get RT to work. My RT installation is under data/rt3 > folder. The > document rool is .../share/html; When we try to access > the RT > host name > on the browser, it does not reach the index.html file > location > in the > document root of RT, bur instead tries to open some file > and is > looking > for a filetype to open it with > I ran ./rt-test-dependencies --with-modperl1 on both > development and > production. there are following things missing on both > Apache::Request...MISSING > CORE missing dependencies: > Encode >= 2.13...MISSING > Encode version 2.13 required--this is only > version 2.12 > However, the production centos is not updgraded and it is > working. I > don't get any errors in the error log. Could anyone help > us to > find what > the problem could be? > thanks much:) > > > perl -MCPAN -e "install Encode" > > Red Hat / CentOS updates nearly always screw up something with > the "Encode" that RT expects. The RH or CentOS one lacks > mime_name > somewhere. > > > From ruz at bestpractical.com Tue Mar 20 03:57:31 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 20 Mar 2012 11:57:31 +0400 Subject: [rt-users] User performance reporting In-Reply-To: <9C38D667456F2245B87C2DAA5ECED65C254C69C094@DC-MAIL.hwtears.com> References: <9C38D667456F2245B87C2DAA5ECED65C254C69C094@DC-MAIL.hwtears.com> Message-ID: Try SLA extension from repository, there is a branch that implements this report. Ruslan from phone. 20.03.2012 0:38 ???????????? "David Hollinger" ???????: > I?m looking for an effective way to create/run a report on tickets from a > specific queue, with specific owners and find out how often during the > tickets? lifetime (from open to close) the owner missed the response Due > Date (as set by SLA). I want the report to return every instance that a > ticket has a missed Due Date, showing the columns for ticket number, Due > Date, the corresponding update transaction for that Due Date (our Due Dates > update every time there is a response, until close), and the ticket > Priority. Any suggestions?**** > > ** ** > > ** ** > > ** ** > > *David Hollinger III* > > *IT Infrastructure Coordinator* > > *Handwriting Without Tears* > > *(301)263-2700 ext 285* > > *(402)430-3127* > > ** ** > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue Mar 20 04:26:22 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 20 Mar 2012 12:26:22 +0400 Subject: [rt-users] Oddity within the RT database In-Reply-To: <22FDA4D5-F1A0-4D6C-ACB0-6E90831595B2@sanger.ac.uk> References: <22FDA4D5-F1A0-4D6C-ACB0-6E90831595B2@sanger.ac.uk> Message-ID: Have you tried to delete them in ui? Use rt-attributes viewer that is shipped with rt and installed into sbin directory. Decide which one you need and just delete an attribute. As far as I recall dashboards handle this properly. Ruslan from phone. 19.03.2012 20:54 ???????????? "Tim Cutts" ???????: > > It looks as though at some point, probably a long time ago during an upgrade, that I accidentally ran part of the upgrade database task twice, and as a result some of the standard portlet searches are duplicated: > > select id, Name from Attributes where ObjectType = 'RT::System' order by Name > > returns: > > id,Name > 1470,BrandedSubjectTag > 494,HomepageSettings > 497,HomepageSettings > 18200,QueueCacheNeedsUpdate > 498,"Search - Bookmarked Tickets" > 499,"Search - My Requested Tickets" > 492,"Search - My Tickets" > 495,"Search - My Tickets" > 493,"Search - Unowned Tickets" > 496,"Search - Unowned Tickets" > > Obviously in the RT-at-a-glance page, and in dashboard content pages, these searches appear twice, which is a bit messy, if harmless. > > If I wanted to clean this up, obviously I could remove one of the duplicated entries in each case, but then I presumably need to also sanitise where they are referenced from. Are the references going to be embedded in blobs in other Attributes? I can see some of them are referenced in the Name of some other Attributes (for example Pref-RT::Attribute-492 and likewise 493 and 496) which presumably could be fairly easily fixed with a simple update. But I imagine these things are referenced within saved home page settings and dashboards somewhere, which could be messy to fix. > > Any thoughts? > > 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 adisan82 at gmail.com Tue Mar 20 05:00:13 2012 From: adisan82 at gmail.com (Adrian Stel) Date: Tue, 20 Mar 2012 10:00:13 +0100 Subject: [rt-users] How to automatically activate/enable created accounts. Message-ID: Hi, I would like to automatically activate/enable accounts when account are created. Right now when accounts are created I must go to "Access control" and check: "Let this user access RT" and "Let this user be granted rights (Privileged)". In my case when some accounts are created automatically a would be nice to make automatically active this account. -- Best Regards Adrian Stelmaszyk From inbel1 at telenet.be Tue Mar 20 05:34:42 2012 From: inbel1 at telenet.be (inbel1 at telenet.be) Date: Tue, 20 Mar 2012 10:34:42 +0100 (CET) Subject: [rt-users] callback for autoclose in RT4 In-Reply-To: <20120319154844.GH898@jibsheet.com> Message-ID: <69aa1626-2f58-4e37-9cd3-75bee7e955cc@akosua.telenet-ops.be> > We automatically close our tickets when replying to the requestor. > > In RT3 I changed .../Ticket/Update.html > > from: > > if ($DefaultStatus =~ '~new$') { > > $DefaultStatus = 'open'; > > } >>We actually removed this code in 4.0, because all the status changes >>are controlled by Lifecycles or Scrips > *** If you use a scrip, the ticket will always be closed (it's a post action). > Default behavior should be: close it, but users should be able to override this by selecting > another status from the drop down box. >>That's what happens with On Correspond Open Ticket, the default RT >>scrip. If you notice, you can pick Resolve on the list and it'll end >>up resolved, even if you correspond. You can also use Lifecycles to >>control some of the tabs that users use to get to the Reply page. >>You may need to use a callback to modify the Menu that links Reply. Lifecycles can't do the trick for this scenario. I'm trying to write a callback that changes the status depending on comment/respond. SelectStatus DefaultLabel should become 'resolved' in the update.html screen when you select Correspond. SelectStatus DefaultLabel should stay unchanged in the update.html screen when you select Comment. But I don't seem t find the correct 'hook' to do this. From tjrc at sanger.ac.uk Tue Mar 20 06:31:49 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Tue, 20 Mar 2012 10:31:49 +0000 Subject: [rt-users] Oddity within the RT database In-Reply-To: References: <22FDA4D5-F1A0-4D6C-ACB0-6E90831595B2@sanger.ac.uk> Message-ID: <9661055E-377E-418F-9ED9-5857E6FDFDC1@sanger.ac.uk> On 20 Mar 2012, at 08:26, Ruslan Zakirov wrote: > Have you tried to delete them in ui? Is that possible? These don't show up in the query builder is loadable saved searches - they're the RT::System standard ones, not user or group saved searches. > Use rt-attributes viewer that is shipped with rt and installed into sbin directory. I've been using that to investigate them, yes. > Decide which one you need and just delete an attribute. From what I can see, both are in use by the various dashboards and things that users have set. I think I may have to write a script to go through all the Attributes blob, and for these duplicated things set them to one particular one, and only once I've done that can I safely delete the redundant saved search. > As far as I recall dashboards handle this properly. If they referred to their saved searches by name, they probably would, but judging by the output of rt-attributes-viewer, they're referring to them by id. This could be a fun script to write... :-) Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From ruz at bestpractical.com Tue Mar 20 06:52:48 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 20 Mar 2012 14:52:48 +0400 Subject: [rt-users] Oddity within the RT database In-Reply-To: <9661055E-377E-418F-9ED9-5857E6FDFDC1@sanger.ac.uk> References: <22FDA4D5-F1A0-4D6C-ACB0-6E90831595B2@sanger.ac.uk> <9661055E-377E-418F-9ED9-5857E6FDFDC1@sanger.ac.uk> Message-ID: Ruslan from phone. 20.03.2012 14:31 ???????????? "Tim Cutts" ???????: > > > On 20 Mar 2012, at 08:26, Ruslan Zakirov wrote: > > > Have you tried to delete them in ui? > > Is that possible? These don't show up in the query builder is loadable saved searches - they're the RT::System standard ones, not user or group saved searches. > > > Use rt-attributes viewer that is shipped with rt and installed into sbin directory. > > I've been using that to investigate them, yes. > > > Decide which one you need and just delete an attribute. > > From what I can see, both are in use by the various dashboards and things that users have set. I think I may have to write a script to go through all the Attributes blob, and for these duplicated things set them to one particular one, and only once I've done that can I safely delete the redundant saved search. This is better way to go. > > > As far as I recall dashboards handle this properly. > > If they referred to their saved searches by name, they probably would, but judging by the output of rt-attributes-viewer, they're referring to them by id. > > This could be a fun script to write... :-) Nothing extream, enough examples in rt code and easy to find them. > > 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 ruz at bestpractical.com Tue Mar 20 06:56:24 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 20 Mar 2012 14:56:24 +0400 Subject: [rt-users] How to automatically activate/enable created accounts. In-Reply-To: References: Message-ID: You can do it with a scrip that checks creator's record and makes user privileged and enabled. Ruslan from phone. 20.03.2012 13:00 ???????????? "Adrian Stel" ???????: > Hi, > > > > I would like to automatically activate/enable accounts when account > are created. > Right now when accounts are created I must go to "Access control" and > check: "Let this user access RT" and "Let this user be granted rights > (Privileged)". In my case when some accounts are created automatically > a would be nice to make automatically active this account. > > > > > > > -- > Best Regards > Adrian Stelmaszyk > -------------- next part -------------- An HTML attachment was scrubbed... URL: From juanjillo at gmail.com Tue Mar 20 07:06:46 2012 From: juanjillo at gmail.com (Juanjo) Date: Tue, 20 Mar 2012 12:06:46 +0100 Subject: [rt-users] Error Condition Unimplemented in RT::Handle migration from 3.6.5 to 4.0.5 database Message-ID: Hi again. I installa the new scenario, dump the old database and import in the new database. I try to upgrade the old to rt 4.0.5 installation. I do a Make initalize-database import the rt3 database on rt4 database and do: ./rt-setup-database --prompt-for-dba-password --action upgrade >From 3.6.5 to 3.7.10 works fine but from 3.7.10 to 3.7.19 i get this error. Proceed [y/N]:y Processing 3.7.15 Now inserting data. Processing 3.7.19 Now inserting data. Couldn't finish 'upgrade' step. ERROR: Couldn't load data from './etc/upgrade/3.7.19/content' for import: ERROR:RT::Scrip::Condition Unimplemented in RT::Handle. (./etc/upgrade/3.7.19/content line 27) Compilation failed in require at /opt/rt4/sbin/../lib/RT/Handle.pm line 760. Any help?? Thanks Best regards. -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From diego.roccia at subito.it Tue Mar 20 07:15:01 2012 From: diego.roccia at subito.it (Diego Roccia) Date: Tue, 20 Mar 2012 12:15:01 +0100 (CET) Subject: [rt-users] Name in use In-Reply-To: <1066446396.14442338.1332241776368.JavaMail.root@i29.subito.int> Message-ID: <1995754912.14447522.1332242101921.JavaMail.root@i29.subito.int> Hi All, I have RT4.0.5 with RT::Authen::ExternalAuth, and I'm experiencing exactly this problem http://lists.fsck.com/pipermail/rt-users/2011-May/070489.html 1 - user at domain1.com send an email -> the user is created and the ticket opened 2 - user at domain2.com send an email -> the user is not created and the ticket not opened, because of the "Name in use" problem my question is: is possible to have unprivileged users created without stripping the @domain.tld part? thanks -- Diego Roccia System & Network Admin - Subito.it Via della Moscova 3 - Milano www.subito.it From ghilt at shadowprojects.org Tue Mar 20 08:38:25 2012 From: ghilt at shadowprojects.org (Guillaume Hilt) Date: Tue, 20 Mar 2012 13:38:25 +0100 Subject: [rt-users] Create an user using Rest API Message-ID: <4F687A41.4070102@shadowprojects.org> Hello, I'd like to create an user using RT API (with RT 3.8.7 on Ubuntu 10.04). I tried in PHP with a request to /user/new using this post data : id: user/new Name: test EmailAddress: test at test.com RealName: test Lang: fr-fr Organization: test But all I got is a bad quest error : RT/3.8.7 400 Bad Request # Could not create user. Is it possible ? Regards, -- Guillaume Hilt From trs at bestpractical.com Tue Mar 20 09:05:31 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 20 Mar 2012 09:05:31 -0400 Subject: [rt-users] Name in use In-Reply-To: <1995754912.14447522.1332242101921.JavaMail.root@i29.subito.int> References: <1995754912.14447522.1332242101921.JavaMail.root@i29.subito.int> Message-ID: <4F68809B.6050304@bestpractical.com> On 03/20/2012 07:15 AM, Diego Roccia wrote: > I have RT4.0.5 with RT::Authen::ExternalAuth, and I'm experiencing exactly this problem > > http://lists.fsck.com/pipermail/rt-users/2011-May/070489.html > > 1 - user at domain1.com send an email -> the user is created and the ticket opened > 2 - user at domain2.com send an email -> the user is not created and the ticket not opened, because of the "Name in use" problem Did you read the rest of the thread? Click the Next Message link a few times. You are probably matching users based on the realname or something else equally non-unique. Send your config to the list. > my question is: is possible to have unprivileged users created without stripping the @domain.tld part? Yes, that's the default behaviour. From sunnavy at bestpractical.com Tue Mar 20 09:13:32 2012 From: sunnavy at bestpractical.com (sunnavy) Date: Tue, 20 Mar 2012 21:13:32 +0800 Subject: [rt-users] Create an user using Rest API In-Reply-To: <4F687A41.4070102@shadowprojects.org> References: <4F687A41.4070102@shadowprojects.org> Message-ID: <20120320131332.GA8007@i5> Is it possible that user "test" already exists? sunnavy On 12-03-20 13:38, Guillaume Hilt wrote: > Hello, > > I'd like to create an user using RT API (with RT 3.8.7 on Ubuntu 10.04). > > I tried in PHP with a request to /user/new using this post data : > id: user/new > Name: test > EmailAddress: test at test.com > RealName: test > Lang: fr-fr > Organization: test > > But all I got is a bad quest error : > > RT/3.8.7 400 Bad Request > > # Could not create user. > > Is it possible ? > > Regards, > > -- > Guillaume Hilt > From ghilt at shadowprojects.org Tue Mar 20 09:16:55 2012 From: ghilt at shadowprojects.org (Guillaume Hilt) Date: Tue, 20 Mar 2012 14:16:55 +0100 Subject: [rt-users] Create an user using Rest API In-Reply-To: <20120320131332.GA8007@i5> References: <4F687A41.4070102@shadowprojects.org> <20120320131332.GA8007@i5> Message-ID: <4F688347.1090901@shadowprojects.org> No, I got no users right now, it's a fresh install. I tried again, adding Password and Privileged fields, same error. Guillaume Hilt Le 20/03/2012 14:13, sunnavy a ?crit : > Is it possible that user "test" already exists? > > sunnavy > > On 12-03-20 13:38, Guillaume Hilt wrote: >> Hello, >> >> I'd like to create an user using RT API (with RT 3.8.7 on Ubuntu 10.04). >> >> I tried in PHP with a request to /user/new using this post data : >> id: user/new >> Name: test >> EmailAddress: test at test.com >> RealName: test >> Lang: fr-fr >> Organization: test >> >> But all I got is a bad quest error : >> >> RT/3.8.7 400 Bad Request >> >> # Could not create user. >> >> Is it possible ? >> >> Regards, >> >> -- >> Guillaume Hilt >> From ghilt at shadowprojects.org Tue Mar 20 09:20:58 2012 From: ghilt at shadowprojects.org (Guillaume Hilt) Date: Tue, 20 Mar 2012 14:20:58 +0100 Subject: [rt-users] Create an user using Rest API In-Reply-To: <4F688347.1090901@shadowprojects.org> References: <4F687A41.4070102@shadowprojects.org> <20120320131332.GA8007@i5> <4F688347.1090901@shadowprojects.org> Message-ID: <4F68843A.3040303@shadowprojects.org> Ok, I just noticed that, despite the error, the users were created in the database. Strange, but as long as it works. Guillaume Hilt Le 20/03/2012 14:16, Guillaume Hilt a ?crit : > No, I got no users right now, it's a fresh install. > I tried again, adding Password and Privileged fields, same error. > > Guillaume Hilt > > > Le 20/03/2012 14:13, sunnavy a ?crit : >> Is it possible that user "test" already exists? >> >> sunnavy >> >> On 12-03-20 13:38, Guillaume Hilt wrote: >>> Hello, >>> >>> I'd like to create an user using RT API (with RT 3.8.7 on Ubuntu >>> 10.04). >>> >>> I tried in PHP with a request to /user/new using this post data : >>> id: user/new >>> Name: test >>> EmailAddress: test at test.com >>> RealName: test >>> Lang: fr-fr >>> Organization: test >>> >>> But all I got is a bad quest error : >>> >>> RT/3.8.7 400 Bad Request >>> >>> # Could not create user. >>> >>> Is it possible ? >>> >>> Regards, >>> >>> -- >>> Guillaume Hilt >>> > From misilot at fit.edu Tue Mar 20 09:33:50 2012 From: misilot at fit.edu (Thomas Misilo) Date: Tue, 20 Mar 2012 09:33:50 -0400 Subject: [rt-users] Migrate Tickets from Trac to RT Message-ID: Hello, I was wondering if there are any tips/guides on migrating tickets from Trac to RT? Thanks, Tom -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjrc at sanger.ac.uk Tue Mar 20 11:21:35 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Tue, 20 Mar 2012 15:21:35 +0000 Subject: [rt-users] Oddity within the RT database In-Reply-To: References: <22FDA4D5-F1A0-4D6C-ACB0-6E90831595B2@sanger.ac.uk> <9661055E-377E-418F-9ED9-5857E6FDFDC1@sanger.ac.uk> Message-ID: <9384F378-692A-492D-ACEB-57DC49337FC0@sanger.ac.uk> On 20 Mar 2012, at 10:52, Ruslan Zakirov wrote: > > > Ruslan from phone. > 20.03.2012 14:31 ???????????? "Tim Cutts" ???????: > > > > > > On 20 Mar 2012, at 08:26, Ruslan Zakirov wrote: > > > > > Have you tried to delete them in ui? > > > > Is that possible? These don't show up in the query builder is loadable saved searches - they're the RT::System standard ones, not user or group saved searches. > > > > > Use rt-attributes viewer that is shipped with rt and installed into sbin directory. > > > > I've been using that to investigate them, yes. > > > > > Decide which one you need and just delete an attribute. > > > > From what I can see, both are in use by the various dashboards and things that users have set. I think I may have to write a script to go through all the Attributes blob, and for these duplicated things set them to one particular one, and only once I've done that can I safely delete the redundant saved search. > > This is better way to go. Yep. After all that care, it turned out only one dashboard needed updating before I deleted the duplicate rows, but for the record here's what I did. Up front information: Two system saved searches were duplicated, so I wanted to replace references to search 495 with 492, and search 496 with 493. Step 1, update Dashboard references to the redundant searches, for which I used the script attached at the end of this mail. Step 2, with straightforwards SQL, rename preferences associated with the redundant searches: UPDATE Attributes SET Name = 'Pref-RT::Attribute-492' WHERE Name = 'Pref-RT::Attribute-495'; UPDATE Attributes SET Name = 'Pref-RT::Attribute-493' WHERE Name = 'Pref-RT::Attribute-496'; Step 3, delete the redundant searches: DELETE FROM Attributes WHERE id = 495; DELETE FROM Attributes WHERE id = 496; I think that's about all that's required. Certainly no-one's screaming... I don't think anything's needed for homepage portlet preferences, since those appear to be store by search name rather than by id. It's possible some users might have saved graphs, but I think I'll cross that bridge if someone complains, because the numbers will be single digits. I'd always assumed that the home page was simply a special case of a dashboard, and was rather surprised to see that the implementation is completely different. Is that for historical reasons? I'm trying to remember - I suspect the customisable homepage was written first (3.6?) and dashboards came later (3.8?). Regards, Tim PS. Here's my little script: #!/usr/bin/perl use strict; use warnings; use lib qw(/opt/rt4/lib /opt/rt4/local/lib); use Data::Dumper; use RT; use RT::Attributes; use RT::Dashboard; use RT::User; RT::LoadConfig(); RT::Init(); # These are the system search id's I want to map across my %attr_map = ( 495 => 492, 496 => 493 ); my $attributes = RT::Attributes->new(RT->SystemUser); my $dashboard = RT::Dashboard->new(RT->SystemUser); my $user = RT::User->new(RT->SystemUser); $attributes->Limit( FIELD => 'Name', VALUE => 'Dashboard'); my ($res, $err); while (my $attr = $attributes->Next) { # RT::SystemUser has no rights to load user's # dashboards, so we load the creating user's object to # use when loading the dashboard. ($res, $err) = $user->LoadById($attr->Creator); unless ($res) { warn "Could not load user: ", $attr->Creator, $err; next; } my $dashboard = RT::Dashboard->new($user); ($res, $err) = $dashboard->LoadById($attr->Id); unless ($res) { warn "Could not load dashboard ", $attr->Id, " as user ", $user->Name, ":", $err; next; } my ($pane, $portlets); my $panes = $dashboard->Panes; my $before = Dumper($panes); while (($pane, $portlets) = each %$panes) { foreach my $portlet (@$portlets) { next unless ($portlet->{portlet_type} eq 'search'); if (exists($attr_map{$portlet->{id}})) { $portlet->{id} = $attr_map{$portlet->{id}}; } } } my $after = Dumper($panes); if ($before ne $after) { ($res, $err) = $dashboard->Update(Panes => $panes); if ($res) { printf q( User: %s Dashboard: %s (%d) Before: %s After: %s ), $user->Name, $dashboard->Name, $dashboard->Id, $before, $after; } else { warn "Failed to update dashboard ", $dashboard->Id, ': ', $err; } } } -- 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 jlucas at eagleinvsys.com Tue Mar 20 12:28:15 2012 From: jlucas at eagleinvsys.com (Jeff Lucas) Date: Tue, 20 Mar 2012 16:28:15 +0000 Subject: [rt-users] ERD (with relationships) for MySQL databases for versions 3.8.8 and 4.0.5 of RT? Message-ID: <6902D33CE5605F4686357C0004115567480B152C@eaglembx02> Hello folks. Does anybody have an ERD (with relationships) for the databases for version 3.8.8 and 4.0.5 of RT? I tried to create one with MySQL Workbench but all I can get is primary keys, are there any foreign keys or are the relationships defined anywhere? If it includes Asset Tracker, that would be a bonus! Thanks in advance! -Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Mar 20 12:54:58 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 20 Mar 2012 12:54:58 -0400 Subject: [rt-users] ERD (with relationships) for MySQL databases for versions 3.8.8 and 4.0.5 of RT? In-Reply-To: <6902D33CE5605F4686357C0004115567480B152C@eaglembx02> References: <6902D33CE5605F4686357C0004115567480B152C@eaglembx02> Message-ID: <4F68B662.90306@bestpractical.com> On 03/20/2012 12:28 PM, Jeff Lucas wrote: > Hello folks. > Does anybody have an ERD (with relationships) for the databases for > version 3.8.8 and 4.0.5 of RT? I tried to create one with MySQL > Workbench but all I can get is primary keys, are there any foreign keys > or are the relationships defined anywhere? If it includes Asset > Tracker, that would be a bonus! FK relationships aren't enforced at the database level. Refer to http://requesttracker.wikia.com/wiki/DBSchema for a start. There is a relationship diagram that ships with RT, which is rendered on the wiki. From ghilt at shadowprojects.org Tue Mar 20 13:19:21 2012 From: ghilt at shadowprojects.org (Guillaume Hilt) Date: Tue, 20 Mar 2012 18:19:21 +0100 Subject: [rt-users] Renaming instance when no tickets Message-ID: <4F68BC19.3050207@shadowprojects.org> Hi all, Still with RT 3.8.7, I updated rtname and rt organisation from support.domain.tld to domain to match our company name. I don't have any tickets in the database. But, now, RT won't work, it fails to find the queue for the new emails I sent : temporary failure - RT couldn't find the queue: English Any idea ? Thanks, -- Guillaume Hilt From senior.unix at gmail.com Tue Mar 20 16:02:02 2012 From: senior.unix at gmail.com (senior.unix) Date: Tue, 20 Mar 2012 16:02:02 -0400 Subject: [rt-users] RT 3.8.8 to RT 4.0.5 DB Upgrade Warning Message-ID: I'm getting the below warning when I'm upgrading my RT 3.8.8 mySQL DB to RT 4.0.5. I checked the source DB I used mysql> SELECT * FROM `rt388`.`Tickets` where Type = 'approval'; and the upgraded DB using the below command mysql> SELECT * FROM `rt405`.`Tickets` where Type = 'approval'; and all looks the same. It appears that this is a benign Warning I just need to clarify because it will soon be the prod RT instance. Other than this and the RTFM error (the upgrade script worked flawlessly) the rest of the DB upgrade went very well. Thanks for all your help, Scott --- Enter RT version if you want to stop upgrade at some point, or leave it blank if you want apply above upgrades: IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP Proceed [y/N]:y Processing 3.8.9 Now inserting data. Processing 3.9.1 Now inserting data. Processing 3.9.2 Now inserting data. Processing 3.9.3 Now populating database schema. Processing 3.9.5 Now populating database schema. Processing 3.9.6 Now populating database schema. Processing 3.9.7 Now populating database schema. Now inserting data. Processing 3.9.8 Now populating database schema. Now inserting data. [Tue Mar 20 19:40:37 2012] [error]: We found RTFM tables in your database. Checking for content. (./etc/upgrade/3.9.8/content:17) [Tue Mar 20 19:40:37 2012] [error]: You appear to have RTFM Articles. You can upgrade using the etc/upgrade/upgrade-articles script. Read more about it in UPGRADING (./etc/upgrade/3.9.8/content:22) Processing 4.0.0rc2 Now populating database schema. Processing 4.0.0rc4 Now populating database schema. Processing 4.0.0rc7 Now inserting data. [Tue Mar 20 19:40:41 2012] [warning]: There is no ___Approvals queue in the DB (./etc/upgrade/4.0.0rc7/content:8) Processing 4.0.1 Now inserting data. Processing 4.0.3 Now inserting data. Processing 4.0.4 Now inserting data. Done. -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Mar 20 16:30:08 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 20 Mar 2012 16:30:08 -0400 Subject: [rt-users] RT 3.8.8 to RT 4.0.5 DB Upgrade Warning In-Reply-To: References: Message-ID: <4F68E8D0.6080006@bestpractical.com> On 03/20/2012 04:02 PM, senior.unix wrote: > I'm getting the below warning when I'm upgrading my RT 3.8.8 mySQL DB to > RT 4.0.5. > > I checked the source DB I used > mysql> SELECT * FROM `rt388`.`Tickets` where Type = 'approval'; > > and the upgraded DB using the below command > mysql> SELECT * FROM `rt405`.`Tickets` where Type = 'approval'; Tickets of a certain type have nothing to do with the warning about a _queue_. What does 'select Name from Queues;' return? Not having an ___Approvals queue will be... interesting. From senior.unix at gmail.com Tue Mar 20 16:39:12 2012 From: senior.unix at gmail.com (UnixMan) Date: Tue, 20 Mar 2012 13:39:12 -0700 (PDT) Subject: [rt-users] RT 3.8.8 to RT 4.0.5 DB Upgrade Warning In-Reply-To: <4F68E8D0.6080006@bestpractical.com> References: <4F68E8D0.6080006@bestpractical.com> Message-ID: <33541521.post@talk.nabble.com> I get : mysql> select name from queues; ERROR 1146 (42S02): Table 'rt405.queues' doesn't exist I ran this on the source system too and get the same thing for its rt388 DB Thomas Sibley wrote: > > On 03/20/2012 04:02 PM, senior.unix wrote: >> I'm getting the below warning when I'm upgrading my RT 3.8.8 mySQL DB to >> RT 4.0.5. >> >> I checked the source DB I used >> mysql> SELECT * FROM `rt388`.`Tickets` where Type = 'approval'; >> >> and the upgraded DB using the below command >> mysql> SELECT * FROM `rt405`.`Tickets` where Type = 'approval'; > > Tickets of a certain type have nothing to do with the warning about a > _queue_. What does 'select Name from Queues;' return? > > Not having an ___Approvals queue will be... interesting. > > -- View this message in context: http://old.nabble.com/RT-3.8.8-to-RT-4.0.5-DB-Upgrade-Warning-tp33541424p33541521.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From trs at bestpractical.com Tue Mar 20 16:41:54 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 20 Mar 2012 16:41:54 -0400 Subject: [rt-users] RT 3.8.8 to RT 4.0.5 DB Upgrade Warning In-Reply-To: <33541521.post@talk.nabble.com> References: <4F68E8D0.6080006@bestpractical.com> <33541521.post@talk.nabble.com> Message-ID: <4F68EB92.5020701@bestpractical.com> On 03/20/2012 04:39 PM, UnixMan wrote: > mysql> select name from queues; > ERROR 1146 (42S02): Table 'rt405.queues' doesn't exist > > I ran this on the source system too and get the same thing for its rt388 DB You didn't type the query I typed, you lowercased it. See below: > Thomas Sibley wrote: >> Tickets of a certain type have nothing to do with the warning about a >> _queue_. What does 'select Name from Queues;' return? >> >> Not having an ___Approvals queue will be... interesting. From senior.unix at gmail.com Tue Mar 20 16:42:36 2012 From: senior.unix at gmail.com (UnixMan) Date: Tue, 20 Mar 2012 13:42:36 -0700 (PDT) Subject: [rt-users] RT 3.8.8 to RT 4.0.5 DB Upgrade Warning In-Reply-To: <33541521.post@talk.nabble.com> References: <4F68E8D0.6080006@bestpractical.com> <33541521.post@talk.nabble.com> Message-ID: <33541546.post@talk.nabble.com> I do the below and it looks like the queues table exists though : mysql> show tables; +-------------------------+ | Tables_in_rt405 | +-------------------------+ | ACL | | AT_Assets | | AT_IPs | | AT_Ports | | AT_Types | | Articles | | Attachments | | Attributes | | CachedGroupMembers | | Classes | | CustomFieldValues | | CustomFields | | FM_Articles | | FM_Classes | | FM_ObjectTopics | | FM_Topics | | GroupMembers | | Groups | | Links | | ObjectClasses | | ObjectCustomFieldValues | | ObjectCustomFields | | ObjectTopics | | Principals | | Queues | | ScripActions | | ScripConditions | | Scrips | | Templates | | Tickets | | Topics | | Transactions | | Users | | sessions | +-------------------------+ 34 rows in set (0.01 sec) UnixMan wrote: > > I get : > > mysql> select name from queues; > ERROR 1146 (42S02): Table 'rt405.queues' doesn't exist > > I ran this on the source system too and get the same thing for its rt388 > DB > > > > > Thomas Sibley wrote: >> >> On 03/20/2012 04:02 PM, senior.unix wrote: >>> I'm getting the below warning when I'm upgrading my RT 3.8.8 mySQL DB to >>> RT 4.0.5. >>> >>> I checked the source DB I used >>> mysql> SELECT * FROM `rt388`.`Tickets` where Type = 'approval'; >>> >>> and the upgraded DB using the below command >>> mysql> SELECT * FROM `rt405`.`Tickets` where Type = 'approval'; >> >> Tickets of a certain type have nothing to do with the warning about a >> _queue_. What does 'select Name from Queues;' return? >> >> Not having an ___Approvals queue will be... interesting. >> >> > > -- View this message in context: http://old.nabble.com/RT-3.8.8-to-RT-4.0.5-DB-Upgrade-Warning-tp33541424p33541546.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From senior.unix at gmail.com Tue Mar 20 16:45:40 2012 From: senior.unix at gmail.com (UnixMan) Date: Tue, 20 Mar 2012 13:45:40 -0700 (PDT) Subject: [rt-users] RT 3.8.8 to RT 4.0.5 DB Upgrade Warning In-Reply-To: <33541546.post@talk.nabble.com> References: <4F68E8D0.6080006@bestpractical.com> <33541521.post@talk.nabble.com> <33541546.post@talk.nabble.com> Message-ID: <33541557.post@talk.nabble.com> ahh - here it is again with the right case : mysql> select Name from Queues; +------------------------------------+ | Name | +------------------------------------+ | A General Request | | Approvals | | Audit-related | | backup issue | | Backup-related | | Data Center Issue | | Data Center Project | | Database Account | | Database Issue | | Database-clients | | Database-related | | DBA_Work_Tracking | | General_queue | | Infrastructure Service | | ldap-related | | nagios-related | | RT Configuration/Enhancement/Issue | +------------------------------------+ UnixMan wrote: > > I do the below and it looks like the queues table exists though : > > mysql> show tables; > +-------------------------+ > | Tables_in_rt405 | > +-------------------------+ > | ACL | > | AT_Assets | > | AT_IPs | > | AT_Ports | > | AT_Types | > | Articles | > | Attachments | > | Attributes | > | CachedGroupMembers | > | Classes | > | CustomFieldValues | > | CustomFields | > | FM_Articles | > | FM_Classes | > | FM_ObjectTopics | > | FM_Topics | > | GroupMembers | > | Groups | > | Links | > | ObjectClasses | > | ObjectCustomFieldValues | > | ObjectCustomFields | > | ObjectTopics | > | Principals | > | Queues | > | ScripActions | > | ScripConditions | > | Scrips | > | Templates | > | Tickets | > | Topics | > | Transactions | > | Users | > | sessions | > +-------------------------+ > 34 rows in set (0.01 sec) > > > > > UnixMan wrote: >> >> I get : >> >> mysql> select name from queues; >> ERROR 1146 (42S02): Table 'rt405.queues' doesn't exist >> >> I ran this on the source system too and get the same thing for its rt388 >> DB >> >> >> >> >> Thomas Sibley wrote: >>> >>> On 03/20/2012 04:02 PM, senior.unix wrote: >>>> I'm getting the below warning when I'm upgrading my RT 3.8.8 mySQL DB >>>> to >>>> RT 4.0.5. >>>> >>>> I checked the source DB I used >>>> mysql> SELECT * FROM `rt388`.`Tickets` where Type = 'approval'; >>>> >>>> and the upgraded DB using the below command >>>> mysql> SELECT * FROM `rt405`.`Tickets` where Type = 'approval'; >>> >>> Tickets of a certain type have nothing to do with the warning about a >>> _queue_. What does 'select Name from Queues;' return? >>> >>> Not having an ___Approvals queue will be... interesting. >>> >>> >> >> > > -- View this message in context: http://old.nabble.com/RT-3.8.8-to-RT-4.0.5-DB-Upgrade-Warning-tp33541424p33541557.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From senior.unix at gmail.com Tue Mar 20 16:59:13 2012 From: senior.unix at gmail.com (UnixMan) Date: Tue, 20 Mar 2012 13:59:13 -0700 (PDT) Subject: [rt-users] RT 3.8.8 to RT 4.0.5 DB Upgrade Warning In-Reply-To: <33541557.post@talk.nabble.com> References: <4F68E8D0.6080006@bestpractical.com> <33541521.post@talk.nabble.com> <33541546.post@talk.nabble.com> <33541557.post@talk.nabble.com> Message-ID: <33541655.post@talk.nabble.com> ahh - here it is again with the right case : mysql> select Name from Queues; +------------------------------------+ | Name | +------------------------------------+ | A General Request | | Approvals | | Audit-related | | backup issue | | Backup-related | | Data Center Issue | | Data Center Project | | Database Account | | Database Issue | | Database-clients | | Database-related | | DBA_Work_Tracking | | General_queue | | Infrastructure Service | | ldap-related | | nagios-related | | RT Configuration/Enhancement/Issue | +------------------------------------+ -- View this message in context: http://old.nabble.com/RT-3.8.8-to-RT-4.0.5-DB-Upgrade-Warning-tp33541424p33541655.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From trs at bestpractical.com Tue Mar 20 17:08:53 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 20 Mar 2012 17:08:53 -0400 Subject: [rt-users] RT 3.8.8 to RT 4.0.5 DB Upgrade Warning In-Reply-To: <33541655.post@talk.nabble.com> References: <4F68E8D0.6080006@bestpractical.com> <33541521.post@talk.nabble.com> <33541546.post@talk.nabble.com> <33541557.post@talk.nabble.com> <33541655.post@talk.nabble.com> Message-ID: <4F68F1E5.5020906@bestpractical.com> On 03/20/2012 04:59 PM, UnixMan wrote: > ahh - here it is again with the right case : > > mysql> select Name from Queues; > +------------------------------------+ > | Name | > +------------------------------------+ > | A General Request | > | Approvals | Someone renamed your ___Approvals queue to Approvals. RT's approvals workflow won't work for you if you do that. You should rename it back to ___Approvals (three leading underscores) before doing the upgrade to 4.0.5. From senior.unix at gmail.com Tue Mar 20 17:17:37 2012 From: senior.unix at gmail.com (UnixMan) Date: Tue, 20 Mar 2012 14:17:37 -0700 (PDT) Subject: [rt-users] RT 3.8.8 to RT 4.0.5 DB Upgrade Warning In-Reply-To: <4F68F1E5.5020906@bestpractical.com> References: <4F68E8D0.6080006@bestpractical.com> <33541521.post@talk.nabble.com> <33541546.post@talk.nabble.com> <33541557.post@talk.nabble.com> <33541655.post@talk.nabble.com> <4F68F1E5.5020906@bestpractical.com> Message-ID: <33541764.post@talk.nabble.com> Thanks - do you know how I can rename it ? Thanks for all your efforts, Scott Thomas Sibley wrote: > > On 03/20/2012 04:59 PM, UnixMan wrote: >> ahh - here it is again with the right case : >> >> mysql> select Name from Queues; >> +------------------------------------+ >> | Name | >> +------------------------------------+ >> | A General Request | >> | Approvals | > > Someone renamed your ___Approvals queue to Approvals. RT's approvals > workflow won't work for you if you do that. You should rename it back > to ___Approvals (three leading underscores) before doing the upgrade to > 4.0.5. > > -- View this message in context: http://old.nabble.com/RT-3.8.8-to-RT-4.0.5-DB-Upgrade-Warning-tp33541424p33541764.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jblaine at kickflop.net Tue Mar 20 17:27:03 2012 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 20 Mar 2012 17:27:03 -0400 Subject: [rt-users] RT 3.8.8 to RT 4.0.5 DB Upgrade Warning In-Reply-To: <33541764.post@talk.nabble.com> References: <4F68E8D0.6080006@bestpractical.com> <33541521.post@talk.nabble.com> <33541546.post@talk.nabble.com> <33541557.post@talk.nabble.com> <33541655.post@talk.nabble.com> <4F68F1E5.5020906@bestpractical.com> <33541764.post@talk.nabble.com> Message-ID: <4F68F627.1020302@kickflop.net> On 3/20/2012 5:17 PM, UnixMan wrote: > > Thanks - do you know how I can rename it ? UPDATE Queues SET Name = '___Approvals' WHERE Name = 'Approvals'; From juanjillo at gmail.com Tue Mar 20 18:55:25 2012 From: juanjillo at gmail.com (Juanjo) Date: Tue, 20 Mar 2012 23:55:25 +0100 Subject: [rt-users] Error Condition Unimplemented in RT::Handle migration from 3.6.5 to 4.0.5 database In-Reply-To: References: Message-ID: Anybody could help me? Thanks. El 20 de marzo de 2012 12:06, Juanjo escribi?: > Hi again. > > I installa the new scenario, dump the old database and import in the new > database. > > I try to upgrade the old to rt 4.0.5 installation. > > I do a Make initalize-database > import the rt3 database on rt4 database and do: > > ./rt-setup-database --prompt-for-dba-password --action upgrade > > From 3.6.5 to 3.7.10 works fine > > but from 3.7.10 to 3.7.19 i get this error. > > Proceed [y/N]:y > Processing 3.7.15 > Now inserting data. > Processing 3.7.19 > Now inserting data. > Couldn't finish 'upgrade' step. > > ERROR: Couldn't load data from './etc/upgrade/3.7.19/content' for import: > > ERROR:RT::Scrip::Condition Unimplemented in RT::Handle. > (./etc/upgrade/3.7.19/content line 27) > Compilation failed in require at /opt/rt4/sbin/../lib/RT/Handle.pm line > 760. > > > Any help?? > Thanks > > Best regards. > > -- > Un saludo. > Juanjo Corral > -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From sandra at hpcrd.lbl.gov Tue Mar 20 19:21:47 2012 From: sandra at hpcrd.lbl.gov (Sandra Wittenbrock) Date: Tue, 20 Mar 2012 16:21:47 -0700 Subject: [rt-users] ExternalAuth problem In-Reply-To: <4F627A13.2030307@hpcrd.lbl.gov> References: <4F627A13.2030307@hpcrd.lbl.gov> Message-ID: <4F69110B.7020402@hpcrd.lbl.gov> Hello, Turns out my problem was that when I added MergeUsers, I had both: Set( @Plugins, (qw( RT::Authen::ExternalAuth RT::Extension::LDAPImport RT::Extension::MergeUsers RT::Extension::CommandByMail))); And a separate line; Set(@Plugins, qw(RT::Extension::MergeUsers)); It appears RT was not happy with the duplicate settings. Never found a useful error message in the logs. Cheers, Sandra On 03/15/2012 04:24 PM, Sandra Wittenbrock wrote: > Hello, > > About 6 months ago, I set up External Auth to use the ExternalAuth, with > our ldap authentication server. Recently, it stopped working. > > I checked the syslog, and turned up the log level, but still did not get > any useful error messages. > > Mar 15 13:12:15 hpcrdticket RT: FAILED LOGIN for sandra from > xxx.xxx.xxx.xxx (/usr/share/request-tracker3.8/lib/RT/Interface/Web.pm:457) > > > The same user was able to authenticate to the ldap service via another > application. > > Using TCP dump on the RT server, I don't see any network traffic between > the RT server and the ldap server, when I try to use ldap > authentication. So, it looks like RT isn't trying to communicate with > the LDAP server. I am able to see pings between the machines using tcpdump. > > Does anyone know how I can get some better log messages? Or better yet, > have some good idea of where/why RT seems to not be enabling the > ExteralAuth? As I mentioned, the config was working a couple weeks ago. > > Between when it was working and now, I did install mergeuser, so my > users can use multiple email addresses to create tickets. You think the > two could be interfering? I double checked the settings in > RT_SiteConfig.pm. > > Set( @Plugins, (qw( > RT::Authen::ExternalAuth > RT::Extension::LDAPImport > RT::Extension::MergeUsers > RT::Extension::CommandByMail))); > > > Regards, > > Sandra > From falcone at bestpractical.com Tue Mar 20 20:26:44 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 20 Mar 2012 20:26:44 -0400 Subject: [rt-users] How to delete reminders of unexisted tickets In-Reply-To: References: Message-ID: <20120321002644.GI898@jibsheet.com> On Mon, Mar 19, 2012 at 06:52:02PM +0100, Wiktor Cetera wrote: > I`ve deleted all tickets from RT by Shredder, but I had active Reminders. > Now in the 'My Reminders' box i see information: "Couldn't find Ticket for reminder 63. Please > contact administrator." > > How can I delete this? > From normal and root account I can`t find any suitable option. You can visit ticket 63 (which is a reminder) and mark it deleted and shred it later. You may want to use the with_linked feature for shredder in the future. There are also some branches open to help deal with the case where you remove the ticket a reminder refers to that should be available in future RT releases. -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 Mar 20 20:27:21 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 20 Mar 2012 20:27:21 -0400 Subject: [rt-users] What determines "external auth" vs. "local auth" In-Reply-To: <4F679348.6050403@kickflop.net> References: <4F679348.6050403@kickflop.net> Message-ID: <20120321002721.GJ898@jibsheet.com> On Mon, Mar 19, 2012 at 04:12:56PM -0400, Jeff Blaine wrote: > When using RT-Extension-ExternalAuth, what is the logic for > determining whether to authenticate to the external source > or via RT's database? > > Will it always try the external source and then only use > local if that was a connection failure or similar? > > I hope 'root' never tried via external. Is that true? I suggest turning your preferred log mechanism up to 'debug' RT-Authen-ExternalAuth is quite chatty about who it's asking for information. -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 Mar 20 20:32:08 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 20 Mar 2012 20:32:08 -0400 Subject: [rt-users] callback for autoclose in RT4 In-Reply-To: <69aa1626-2f58-4e37-9cd3-75bee7e955cc@akosua.telenet-ops.be> References: <20120319154844.GH898@jibsheet.com> <69aa1626-2f58-4e37-9cd3-75bee7e955cc@akosua.telenet-ops.be> Message-ID: <20120321003208.GK898@jibsheet.com> On Tue, Mar 20, 2012 at 10:34:42AM +0100, inbel1 at telenet.be wrote: > > We automatically close our tickets when replying to the requestor. > > > > In RT3 I changed .../Ticket/Update.html > > > > from: > > > > if ($DefaultStatus =~ '~new$') { > > > > $DefaultStatus = 'open'; > > > > } > > >>We actually removed this code in 4.0, because all the status changes > >>are controlled by Lifecycles or Scrips > > > *** If you use a scrip, the ticket will always be closed (it's a post action). > > Default behavior should be: close it, but users should be able to override this by selecting > > another status from the drop down box. > > >>That's what happens with On Correspond Open Ticket, the default RT > >>scrip. If you notice, you can pick Resolve on the list and it'll end > >>up resolved, even if you correspond. You can also use Lifecycles to > >>control some of the tabs that users use to get to the Reply page. > >>You may need to use a callback to modify the Menu that links Reply. > > Lifecycles can't do the trick for this scenario. > I'm trying to write a callback that changes the status depending on comment/respond. > > SelectStatus DefaultLabel should become 'resolved' in the update.html screen when you select Correspond. > SelectStatus DefaultLabel should stay unchanged in the update.html screen when you select Comment. > > But I don't seem t find the correct 'hook' to do this. You want the Privileged callback in Elements/Tabs so you can change the arguments passed in the link. You'll need to poke around in the data structure you get back from PageMenu using the API in RT::Interface::Web::Menu. There's a wiki page about adding menu items you might find helpful. -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 Mar 20 20:33:23 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 20 Mar 2012 20:33:23 -0400 Subject: [rt-users] Name in use In-Reply-To: <1995754912.14447522.1332242101921.JavaMail.root@i29.subito.int> References: <1066446396.14442338.1332241776368.JavaMail.root@i29.subito.int> <1995754912.14447522.1332242101921.JavaMail.root@i29.subito.int> Message-ID: <20120321003323.GL898@jibsheet.com> On Tue, Mar 20, 2012 at 12:15:01PM +0100, Diego Roccia wrote: > I have RT4.0.5 with RT::Authen::ExternalAuth, and I'm experiencing exactly this problem > > http://lists.fsck.com/pipermail/rt-users/2011-May/070489.html > > 1 - user at domain1.com send an email -> the user is created and the ticket opened > 2 - user at domain2.com send an email -> the user is not created and the ticket not opened, because of the "Name in use" problem > > my question is: is possible to have unprivileged users created without stripping the @domain.tld part? Please show a sanitized version of your RT-Authen-ExternalAuth configuration. Also, please show us Name, RealName and EmailAddress for user 1. -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 Mar 20 20:35:08 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 20 Mar 2012 20:35:08 -0400 Subject: [rt-users] Oddity within the RT database In-Reply-To: <22FDA4D5-F1A0-4D6C-ACB0-6E90831595B2@sanger.ac.uk> References: <22FDA4D5-F1A0-4D6C-ACB0-6E90831595B2@sanger.ac.uk> Message-ID: <20120321003508.GM898@jibsheet.com> On Mon, Mar 19, 2012 at 04:54:30PM +0000, Tim Cutts wrote: > It looks as though at some point, probably a long time ago during an upgrade, that I accidentally ran part of the upgrade database task twice, and as a result some of the standard portlet searches are duplicated: > > select id, Name from Attributes where ObjectType = 'RT::System' order by Name > > returns: > > id,Name > 1470,BrandedSubjectTag > 494,HomepageSettings > 497,HomepageSettings > 18200,QueueCacheNeedsUpdate > 498,"Search - Bookmarked Tickets" > 499,"Search - My Requested Tickets" > 492,"Search - My Tickets" > 495,"Search - My Tickets" > 493,"Search - Unowned Tickets" > 496,"Search - Unowned Tickets" > > Obviously in the RT-at-a-glance page, and in dashboard content pages, these searches appear twice, which is a bit messy, if harmless. > > If I wanted to clean this up, obviously I could remove one of the duplicated entries in each case, but then I presumably need to also sanitise where they are referenced from. Are the references going to be embedded in blobs in other Attributes? I can see some of them are referenced in the Name of some other Attributes (for example Pref-RT::Attribute-492 and likewise 493 and 496) which presumably could be fairly easily fixed with a simple update. But I imagine these things are referenced within saved home page settings and dashboards somewhere, which could be messy to fix. You can edit the global RT At a Glance to remove the dupes before shredding or deleting them, but keep in mind that individual users may have their own clone of HomepageSettings with their user-specific homepage and that's where you would run into problems with references to the deleted attribute. -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 Mar 20 20:36:00 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 20 Mar 2012 20:36:00 -0400 Subject: [rt-users] Renaming instance when no tickets In-Reply-To: <4F68BC19.3050207@shadowprojects.org> References: <4F68BC19.3050207@shadowprojects.org> Message-ID: <20120321003600.GN898@jibsheet.com> On Tue, Mar 20, 2012 at 06:19:21PM +0100, Guillaume Hilt wrote: > Still with RT 3.8.7, I updated rtname and rt organisation from > support.domain.tld to domain to match our company name. > > I don't have any tickets in the database. > > But, now, RT won't work, it fails to find the queue for the new > emails I sent : > temporary failure - RT couldn't find the queue: English Turn your RT logs up to debug and show the full logs. That looks like a mail log output. -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 Mar 20 20:40:03 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 20 Mar 2012 20:40:03 -0400 Subject: [rt-users] Error Condition Unimplemented in RT::Handle migration from 3.6.5 to 4.0.5 database In-Reply-To: References: Message-ID: <20120321004003.GO898@jibsheet.com> On Tue, Mar 20, 2012 at 12:06:46PM +0100, Juanjo wrote: > I installa the new scenario, dump the old database and import in the new database. > > I try to upgrade the old to rt 4.0.5 installation. > > I do a Make initalize-database > import the rt3 database on rt4 database and do: > > ./rt-setup-database --prompt-for-dba-password --action upgrade > > From 3.6.5 to 3.7.10 works fine > > but from 3.7.10 to 3.7.19 i get this error. > > Proceed [y/N]:y > Processing 3.7.15 > Now inserting data. > Processing 3.7.19 > Now inserting data. > Couldn't finish 'upgrade' step. > > ERROR: Couldn't load data from './etc/upgrade/3.7.19/content' for import: > > ERROR:RT::Scrip::Condition Unimplemented in RT::Handle. (./etc/upgrade/3.7.19/content line 27) > Compilation failed in require at /opt/rt4/sbin/../lib/RT/Handle.pm line 760. Try setting Set($LogToScreen,'debug') in your RT_SiteConfig.pm and run just the 3.7.19 step ./sbin/rt-setup-database --action insert --datadir etc/upgrade/3.7.19 It'd also be interesting to see what you have in your Scrips table. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From juanjillo at gmail.com Wed Mar 21 03:58:36 2012 From: juanjillo at gmail.com (Juanjo) Date: Wed, 21 Mar 2012 08:58:36 +0100 Subject: [rt-users] Error Condition Unimplemented in RT::Handle migration from 3.6.5 to 4.0.5 database In-Reply-To: <20120321004003.GO898@jibsheet.com> References: <20120321004003.GO898@jibsheet.com> Message-ID: My Database name is RT3. Execute the order to upgrade 3.7.19 and get this: Working with: Type: mysql Host: localhost Name: rt3 User: rt_user DBA: root [Wed Mar 21 07:57:27 2012] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt4/var/data/gpg). PGP support has been disabled (/opt/rt4/sbin/../lib/RT/Config.pm:595) [Wed Mar 21 07:57:27 2012] [debug]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/opt/rt4/sbin/../lib/RT/Config.pm:454) Now inserting data. [Wed Mar 21 07:57:27 2012] [debug]: Going to load 'etc/upgrade/3.7.19/content' data file (/opt/rt4/sbin/../lib/RT/Handle.pm:759) Couldn't finish 'insert' step. ERROR: Couldn't load data from 'etc/upgrade/3.7.19/content' for import: ERROR:RT::Scrip::Condition Unimplemented in RT::Handle. (etc/upgrade/3.7.19/content line 27) Compilation failed in require at /opt/rt4/sbin/../lib/RT/Handle.pm line 760. My script table, i don?t know if i can post and attacchment. so i paste the SQL -- phpMyAdmin SQL Dump -- version 3.4.9 -- http://www.phpmyadmin.net -- -- Servidor: localhost -- Tiempo de generaci?n: 21-03-2012 a las 08:53:29 -- Versi?n del servidor: 5.5.21 -- Versi?n de PHP: 5.3.10 SET SQL_MODE="NO_AUTO_VALUE_ON_ZERO"; SET time_zone = "+00:00"; /*!40101 SET @OLD_CHARACTER_SET_CLIENT=@@CHARACTER_SET_CLIENT */; /*!40101 SET @OLD_CHARACTER_SET_RESULTS=@@CHARACTER_SET_RESULTS */; /*!40101 SET @OLD_COLLATION_CONNECTION=@@COLLATION_CONNECTION */; /*!40101 SET NAMES utf8 */; -- -- Base de datos: `rt3` -- -- -------------------------------------------------------- -- -- Estructura de tabla para la tabla `Scrips` -- CREATE TABLE IF NOT EXISTS `Scrips` ( `id` int(11) NOT NULL AUTO_INCREMENT, `Description` varchar(255) DEFAULT NULL, `ScripCondition` int(11) NOT NULL DEFAULT '0', `ScripAction` int(11) NOT NULL DEFAULT '0', `ConditionRules` text, `ActionRules` text, `CustomIsApplicableCode` text, `CustomPrepareCode` text, `CustomCommitCode` text, `Stage` varchar(32) DEFAULT NULL, `Queue` int(11) NOT NULL DEFAULT '0', `Template` int(11) NOT NULL DEFAULT '0', `Creator` int(11) NOT NULL DEFAULT '0', `Created` datetime DEFAULT NULL, `LastUpdatedBy` int(11) NOT NULL DEFAULT '0', `LastUpdated` datetime DEFAULT NULL, PRIMARY KEY (`id`) ) ENGINE=InnoDB DEFAULT CHARSET=latin1 AUTO_INCREMENT=24 ; -- -- Volcado de datos para la tabla `Scrips` -- INSERT INTO `Scrips` (`id`, `Description`, `ScripCondition`, `ScripAction`, `ConditionRules`, `ActionRules`, `CustomIsApplicableCode`, `CustomPrepareCode`, `CustomCommitCode`, `Stage`, `Queue`, `Template`, `Creator`, `Created`, `LastUpdatedBy`, `LastUpdated`) VALUES (1, 'On Correspond Open Tickets', 3, 17, NULL, NULL, NULL, NULL, NULL, 'TransactionCreate', 0, 1, 1, '2007-11-05 15:40:29', 1, '2007-11-05 15:40:29'), (2, 'On Owner Change Notify Owner', 7, 4, NULL, NULL, NULL, NULL, NULL, 'TransactionCreate', 0, 16, 1, '2007-11-05 15:40:29', 1, '2007-11-05 15:40:29'), (3, 'On Create Autoreply', 1, 1, NULL, NULL, NULL, NULL, NULL, 'TransactionCreate', 0, 13, 1, '2007-11-05 15:40:29', 1, '2007-11-05 15:40:29'), (4, 'On Create Notify AdminCcs', 1, 8, NULL, NULL, NULL, NULL, NULL, 'TransactionCreate', 0, 3, 1, '2007-11-05 15:40:29', 1, '2007-11-05 15:40:29'), (5, 'On Correspond Notify AdminCcs', 3, 8, NULL, NULL, NULL, NULL, NULL, 'TransactionCreate', 0, 4, 1, '2007-11-05 15:40:29', 1, '2007-11-05 15:40:29'), (6, 'On Correspond Notify Requestors and Ccs', 3, 10, NULL, NULL, NULL, NULL, NULL, 'TransactionCreate', 0, 5, 1, '2007-11-05 15:40:29', 1, '2007-11-05 15:40:29'), (7, 'On Correspond Notify Other Recipients', 3, 14, NULL, NULL, NULL, NULL, NULL, 'TransactionCreate', 0, 5, 1, '2007-11-05 15:40:29', 1, '2007-11-05 15:40:29'), (8, 'On Comment Notify AdminCcs as Comment', 4, 7, NULL, NULL, NULL, NULL, NULL, 'TransactionCreate', 0, 6, 1, '2007-11-05 15:40:29', 1, '2007-11-05 15:40:29'), (9, 'On Comment Notify Other Recipients as Comment', 4, 13, NULL, NULL, NULL, NULL, NULL, 'TransactionCreate', 0, 5, 1, '2007-11-05 15:40:29', 1, '2007-11-05 15:40:29'), (10, NULL, 0, 2, NULL, NULL, NULL, NULL, NULL, 'TransactionCreate', 0, 8, 1, '2007-11-05 15:40:29', 1, '2007-11-05 15:40:29'), (11, 'When an approval ticket is created, notify the Owner and AdminCc of the item awaiting their approval', 10, 4, NULL, NULL, '\n $self->TicketObj->Type eq ''approval'' and\n $self->TransactionObj->Field eq ''Status'' and\n $self->TransactionObj->NewValue eq ''open'' and\n eval { $T::Approving = ($self->TicketObj->AllDependedOnBy( Type => ''ticket'' ))[0] }\n ', NULL, NULL, 'TransactionCreate', 2, 9, 1, '2007-11-05 15:40:29', 1, '2007-11-05 15:40:29'), (12, 'If an approval is rejected, reject the original and delete pending approvals', 5, 15, NULL, NULL, NULL, '\n# ------------------------------------------------------------------- #\nreturn(0) unless ( lc($self->TransactionObj->NewValue) eq "rejected" or\n lc($self->TransactionObj->NewValue) eq "deleted" );\n\nmy $rejected = 0;\nmy $links = $self->TicketObj->DependedOnBy;\nforeach my $link (@{ $links->ItemsArrayRef }) {\n my $obj = $link->BaseObj;\n if ($obj->QueueObj->IsActiveStatus($obj->Status)) {\n if ($obj->Type eq ''ticket'') {\n $obj->Comment(\n Content => $self->loc("Your request was rejected."),\n );\n $obj->SetStatus(\n Status => ''rejected'',\n Force => 1,\n );\n\n $T::Approval = $self->TicketObj; # so we can access it inside templates\n $self->{TicketObj} = $obj; # we want the original id in the token line\n $rejected = 1;\n }\n else {\n $obj->SetStatus(\n Status => ''deleted'',\n Force => 1,\n );\n }\n }\n}\n\n$links = $self->TicketObj->DependsOn;\nforeach my $link (@{ $links->ItemsArrayRef }) {\n my $obj = $link->TargetObj;\n if ($obj->QueueObj->IsActiveStatus($obj->Status)) {\n $obj->SetStatus(\n Status => ''deleted'',\n Force => 1,\n );\n }\n}\n\n# Now magically turn myself into a Requestor Notify object...\nrequire RT::Action::Notify; bless($self, ''RT::Action::Notify'');\n$self->{Argument} = ''Requestor''; $self->Prepare;\n\nreturn $rejected;\n# ------------------------------------------------------------------- #\n ', '"never needed"', 'TransactionCreate', 2, 12, 1, '2007-11-05 15:40:29', 1, '2007-11-05 15:40:29'), (13, 'When a ticket has been approved by any approver, add correspondence to the original ticket', 9, 15, NULL, NULL, NULL, '\n# ------------------------------------------------------------------- #\nreturn(0) unless ($self->TicketObj->Type eq ''approval'');\n\nmy $note;\nmy $t = $self->TicketObj->Transactions;\nwhile (my $o = $t->Next) {\n $note .= $o->Content . "\\n" if $o->ContentObj\n and $o->Content !~ /Default Approval/;\n}\n\nforeach my $obj ($self->TicketObj->AllDependedOnBy( Type => ''ticket'' )) {\n $obj->Comment(\n Content => $self->loc( "Your request has been approved by [_1]. Other approvals may still be pending.", # loc\n $self->TransactionObj->CreatorObj->Name,\n ) . "\\n" . $self->loc( "Approver''s notes: [_1]", # loc\n $note\n ),\n );\n $T::Approval = $self->TicketObj; # so we can access it inside templates\n $self->{TicketObj} = $obj; # we want the original id in the token line\n}\n\n# Now magically turn myself into a Requestor Notify object...\nrequire RT::Action::Notify; bless($self, ''RT::Action::Notify'');\n$self->{Argument} = ''Requestor''; $self->Prepare;\n\nreturn 1;\n# ------------------------------------------------------------------- #\n ', '"never needed"', 'TransactionCreate', 2, 10, 1, '2007-11-05 15:40:29', 1, '2007-11-05 15:40:29'), (14, 'When a ticket has been approved by all approvers, add correspondence to the original ticket', 9, 15, NULL, NULL, NULL, '\n# ------------------------------------------------------------------- #\n# Find all the tickets that depend on this (that this is approving)\n\nmy $Ticket = $self->TicketObj;\nmy @TOP = $Ticket->AllDependedOnBy( Type => ''ticket'' );\nmy $links = $Ticket->DependedOnBy;\nmy $passed = 0;\n\nwhile (my $link = $links->Next) {\n my $obj = $link->BaseObj;\n next if ($obj->HasUnresolvedDependencies( Type => ''approval'' ));\n\n if ($obj->Type eq ''ticket'') {\n $obj->Comment(\n Content => $self->loc("Your request has been approved."),\n );\n $T::Approval = $Ticket; # so we can access it inside templates\n $self->{TicketObj} = $obj; # we want the original id in the token line\n $passed = 1;\n }\n elsif ($obj->Type eq ''approval'') {\n $obj->SetStatus( Status => ''open'', Force => 1 );\n }\n elsif ($RT::UseCodeTickets and $obj->Type eq ''code'') {\n my $code = $obj->Transactions->First->Content;\n my $rv;\n\n foreach my $TOP (@TOP) {\n local $@;\n $rv++ if eval $code;\n $RT::Logger->error("Cannot eval code: $@") if $@;\n }\n\n if ($rv or !@TOP) {\n $obj->SetStatus( Status => ''resolved'', Force => 1,);\n }\n else {\n $obj->SetStatus( Status => ''rejected'', Force => 1,);\n }\n }\n}\n\n# Now magically turn myself into a Requestor Notify object...\nrequire RT::Action::Notify; bless($self, ''RT::Action::Notify'');\n$self->{Argument} = ''Requestor''; $self->Prepare;\n\nreturn 0; # ignore $passed;\n# ------------------------------------------------------------------- #\n ', '"never needed"', 'TransactionCreate', 2, 11, 1, '2007-11-05 15:40:29', 1, '2007-11-05 15:40:29'), (15, 'Notify Owner on Comment', 4, 4, NULL, NULL, '', '', '', 'TransactionCreate', 0, 5, 12, '2007-11-06 18:03:24', 12, '2007-11-06 18:03:24'), (16, 'Notify Owner on Correspondence', 3, 4, NULL, NULL, '', '', '', 'TransactionCreate', 0, 5, 12, '2007-11-06 18:04:03', 12, '2007-11-06 18:04:03'), (17, 'On Resolve in General-ES Reopen', 9, 15, NULL, NULL, '', 'return 1;', '# get out unless ticket is in Dispatch\n return 1 unless $self->TicketObj->QueueObj->Name eq "General-ES";\n\n # ok, re-open ticket\n $RT::Logger->info("Re-openinging ticket #". $self->TicketObj->id ." - tried to resolve in Dispatch");\n my ($status, $msg) = $self->TicketObj->SetStatus( "open" );\n\n return 1;\n', 'TransactionCreate', 0, 1, 12, '2007-11-06 18:08:14', 12, '2007-11-06 18:08:14'), (18, 'On Resolve Set Owner', 9, 15, NULL, NULL, '', 'return 1;', '# get actor ID\r\n my $Actor = $self->TransactionObj->Creator;\r\n\r\n # if actor is RT_SystemUser then get out of here\r\n return 1 if $Actor == $RT::SystemUser->id;\r\n\r\n # get out unless ticket owner is nobody\r\n return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;\r\n\r\n # ok, try to change owner\r\n $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user #". $Actor );\r\n my ($status, $msg) = $self->TicketObj->SetOwner( $Actor );\r\n unless( $status ) {\r\n $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" );\r\n return undef;\r\n }\r\n\r\nreturn 1;', 'TransactionCreate', 0, 1, 12, '2007-11-06 18:15:05', 12, '2007-11-06 18:15:05'), (19, 'On Create Autoreply - General-DE', 1, 1, NULL, NULL, '', '', '', 'Disabled', 0, 14, 12, '2007-11-07 12:41:40', 12, '2007-11-07 12:41:40'), (20, 'On Create Autoreply - General-NL', 1, 1, NULL, NULL, '', '', '', 'Disabled', 0, 15, 12, '2007-11-07 12:42:07', 12, '2007-11-07 12:42:07'), (21, 'On Resolve in General-DE Reopen', 9, 15, NULL, NULL, '', 'return 1;', '# get out unless ticket is in Dispatch\r\n return 1 unless $self->TicketObj->QueueObj->Name eq "General-DE";\r\n\r\n # ok, re-open ticket\r\n $RT::Logger->info("Re-openinging ticket #". $self->TicketObj->id ." - tried to resolve in Dispatch");\r\n my ($status, $msg) = $self->TicketObj->SetStatus( "open" );\r\n\r\n return 1;\r\n', 'TransactionCreate', 0, 1, 12, '2007-11-07 14:02:07', 12, '2007-11-07 14:02:07'), (22, 'On Resolve in General-NL Reopen', 9, 15, NULL, NULL, '', 'return 1;', '# get out unless ticket is in Dispatch\r\n return 1 unless $self->TicketObj->QueueObj->Name eq "General-NL";\r\n\r\n # ok, re-open ticket\r\n $RT::Logger->info("Re-openinging ticket #". $self->TicketObj->id ." - tried to resolve in Dispatch");\r\n my ($status, $msg) = $self->TicketObj->SetStatus( "open" );\r\n\r\n return 1;\r\n', 'TransactionCreate', 0, 1, 12, '2007-11-07 14:02:36', 12, '2007-11-07 14:02:36'), (23, 'Notify Owner on Create', 1, 3, NULL, NULL, '', '', '', 'TransactionCreate', 0, 16, 12, '2007-11-20 19:46:12', 12, '2007-11-20 19:46:12'); /*!40101 SET CHARACTER_SET_CLIENT=@OLD_CHARACTER_SET_CLIENT */; /*!40101 SET CHARACTER_SET_RESULTS=@OLD_CHARACTER_SET_RESULTS */; /*!40101 SET COLLATION_CONNECTION=@OLD_COLLATION_CONNECTION */; El 21 de marzo de 2012 01:40, Kevin Falcone escribi?: > On Tue, Mar 20, 2012 at 12:06:46PM +0100, Juanjo wrote: > > I installa the new scenario, dump the old database and import in the > new database. > > > > I try to upgrade the old to rt 4.0.5 installation. > > > > I do a Make initalize-database > > import the rt3 database on rt4 database and do: > > > > ./rt-setup-database --prompt-for-dba-password --action upgrade > > > > From 3.6.5 to 3.7.10 works fine > > > > but from 3.7.10 to 3.7.19 i get this error. > > > > Proceed [y/N]:y > > Processing 3.7.15 > > Now inserting data. > > Processing 3.7.19 > > Now inserting data. > > Couldn't finish 'upgrade' step. > > > > ERROR: Couldn't load data from './etc/upgrade/3.7.19/content' for > import: > > > > ERROR:RT::Scrip::Condition Unimplemented in RT::Handle. > (./etc/upgrade/3.7.19/content line 27) > > Compilation failed in require at /opt/rt4/sbin/../lib/RT/Handle.pm > line 760. > > Try setting Set($LogToScreen,'debug') in your RT_SiteConfig.pm and run > just the 3.7.19 step > > ./sbin/rt-setup-database --action insert --datadir etc/upgrade/3.7.19 > > It'd also be interesting to see what you have in your Scrips table. > > -kevin > -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From l.loskot at seznam.cz Wed Mar 21 04:46:37 2012 From: l.loskot at seznam.cz (=?iso-8859-2?Q?Luk=E1=B9_Loskot?=) Date: Wed, 21 Mar 2012 09:46:37 +0100 Subject: [rt-users] Show images in ticket body / show html for transaction Message-ID: <000001cd073f$21fa5380$65eefa80$@seznam.cz> Hi, I'm having toruble to show images which I have pasted to the reply text. The images are not showing in the ticket history, but if I click on show HTML, i can see that the image is in the code. Then i have to copy and paste the code to a html file and just thani can show it again. Is it possible to show the images in the ticket history, or at least if I click on the link "show html" to show the actual html page not just the html code? Thank you for your help. Lukas Loskot From ghilt at shadowprojects.org Wed Mar 21 05:45:37 2012 From: ghilt at shadowprojects.org (Guillaume Hilt) Date: Wed, 21 Mar 2012 10:45:37 +0100 Subject: [rt-users] Renaming instance when no tickets In-Reply-To: <20120321003600.GN898@jibsheet.com> References: <4F68BC19.3050207@shadowprojects.org> <20120321003600.GN898@jibsheet.com> Message-ID: <4F69A341.9040609@shadowprojects.org> My bad, I made a mistake in fetchmail conf. Thanks for the tip. Guillaume Hilt Le 21/03/2012 01:36, Kevin Falcone a ?crit : > On Tue, Mar 20, 2012 at 06:19:21PM +0100, Guillaume Hilt wrote: >> Still with RT 3.8.7, I updated rtname and rt organisation from >> support.domain.tld to domain to match our company name. >> >> I don't have any tickets in the database. >> >> But, now, RT won't work, it fails to find the queue for the new >> emails I sent : >> temporary failure - RT couldn't find the queue: English > Turn your RT logs up to debug and show the full logs. > That looks like a mail log output. > > -kevin From ghilt at shadowprojects.org Wed Mar 21 07:40:02 2012 From: ghilt at shadowprojects.org (Guillaume Hilt) Date: Wed, 21 Mar 2012 12:40:02 +0100 Subject: [rt-users] Custom fields description and REST API Message-ID: <4F69BE12.5000804@shadowprojects.org> I have two more questions and I think my rt install will be completed. First of all, I added an "OS" dropbox field to tickets with values and description like "win32 -> Windows". When I create a ticket using the web interface, I only see values in the dropbox, the description isn't used as label. I'd hoped to have something like : On the other hand, when I'm creating a ticket using the api in PHP : $request = new HttpRequest( $url, HTTP_METH_POST ); $post_data = array( 'content' => "Queue: Fran?ais\nRequestor: test\nOS: win32\nSubject: New ticket\nOwner: test\nText: This is a new ticket. Hope it works.\n" ); I got 2 tickets created, the OS customer fields isn't recorded and if the message use multiple lines, only the first one is taken ("This is a new ticket." in this case). Is it an api limitation ? Regards, -- Guillaume Hilt From ghilt at shadowprojects.org Wed Mar 21 07:44:04 2012 From: ghilt at shadowprojects.org (Guillaume Hilt) Date: Wed, 21 Mar 2012 12:44:04 +0100 Subject: [rt-users] Custom fields description and REST API In-Reply-To: <4F69BE12.5000804@shadowprojects.org> References: <4F69BE12.5000804@shadowprojects.org> Message-ID: <4F69BF04.4050805@shadowprojects.org> I still have the option to simply create and send an email to RT using the customer data. Maybe it would be a better solution. Guillaume Hilt Le 21/03/2012 12:40, Guillaume Hilt a ?crit : > I have two more questions and I think my rt install will be completed. > > First of all, I added an "OS" dropbox field to tickets with values and > description like "win32 -> Windows". > When I create a ticket using the web interface, I only see values in > the dropbox, the description isn't used as label. > I'd hoped to have something like : > > > On the other hand, when I'm creating a ticket using the api in PHP : > $request = new HttpRequest( $url, HTTP_METH_POST ); > $post_data = array( 'content' => "Queue: Fran?ais\nRequestor: > test\nOS: win32\nSubject: New ticket\nOwner: test\nText: This is a new > ticket. > Hope it works.\n" ); > > I got 2 tickets created, the OS customer fields isn't recorded and if > the message use multiple lines, only the first one is taken ("This is > a new ticket." in this case). > > Is it an api limitation ? > > Regards, > From ghilt at shadowprojects.org Wed Mar 21 09:01:59 2012 From: ghilt at shadowprojects.org (Guillaume Hilt) Date: Wed, 21 Mar 2012 14:01:59 +0100 Subject: [rt-users] Custom fields description and REST API In-Reply-To: <4F69BE12.5000804@shadowprojects.org> References: <4F69BE12.5000804@shadowprojects.org> Message-ID: <4F69D147.3070408@shadowprojects.org> Ok, I got the multiple lines issue fixed. I need every new lines to begin with a space. 2 tickets issue is fixed too. I only need to find if and how I can use custom fields in my ticket. Guillaume Hilt Le 21/03/2012 12:40, Guillaume Hilt a ?crit : > I have two more questions and I think my rt install will be completed. > > First of all, I added an "OS" dropbox field to tickets with values and > description like "win32 -> Windows". > When I create a ticket using the web interface, I only see values in > the dropbox, the description isn't used as label. > I'd hoped to have something like : > > > On the other hand, when I'm creating a ticket using the api in PHP : > $request = new HttpRequest( $url, HTTP_METH_POST ); > $post_data = array( 'content' => "Queue: Fran?ais\nRequestor: > test\nOS: win32\nSubject: New ticket\nOwner: test\nText: This is a new > ticket. > Hope it works.\n" ); > > I got 2 tickets created, the OS customer fields isn't recorded and if > the message use multiple lines, only the first one is taken ("This is > a new ticket." in this case). > > Is it an api limitation ? > > Regards, > From ghilt at shadowprojects.org Wed Mar 21 09:11:09 2012 From: ghilt at shadowprojects.org (Guillaume Hilt) Date: Wed, 21 Mar 2012 14:11:09 +0100 Subject: [rt-users] Custom fields description and REST API In-Reply-To: <4F69D147.3070408@shadowprojects.org> References: <4F69BE12.5000804@shadowprojects.org> <4F69D147.3070408@shadowprojects.org> Message-ID: <4F69D36D.4050703@shadowprojects.org> Ok, so a custom field name must be prefixed by "CF-". Good to know. Well, everything is fine now, except for the custom field values description but it's not big deal. Guillaume Hilt Le 21/03/2012 14:01, Guillaume Hilt a ?crit : > Ok, I got the multiple lines issue fixed. I need every new lines to > begin with a space. > 2 tickets issue is fixed too. > > I only need to find if and how I can use custom fields in my ticket. > > Guillaume Hilt > > > Le 21/03/2012 12:40, Guillaume Hilt a ?crit : >> I have two more questions and I think my rt install will be completed. >> >> First of all, I added an "OS" dropbox field to tickets with values >> and description like "win32 -> Windows". >> When I create a ticket using the web interface, I only see values in >> the dropbox, the description isn't used as label. >> I'd hoped to have something like : >> >> >> On the other hand, when I'm creating a ticket using the api in PHP : >> $request = new HttpRequest( $url, HTTP_METH_POST ); >> $post_data = array( 'content' => "Queue: Fran?ais\nRequestor: >> test\nOS: win32\nSubject: New ticket\nOwner: test\nText: This is a >> new ticket. >> Hope it works.\n" ); >> >> I got 2 tickets created, the OS customer fields isn't recorded and if >> the message use multiple lines, only the first one is taken ("This is >> a new ticket." in this case). >> >> Is it an api limitation ? >> >> Regards, >> > From senior.unix at gmail.com Wed Mar 21 09:28:12 2012 From: senior.unix at gmail.com (UnixMan) Date: Wed, 21 Mar 2012 06:28:12 -0700 (PDT) Subject: [rt-users] RT 3.8.8 to RT 4.0.5 DB Upgrade Warning In-Reply-To: <4F68F627.1020302@kickflop.net> References: <4F68E8D0.6080006@bestpractical.com> <33541521.post@talk.nabble.com> <33541546.post@talk.nabble.com> <33541557.post@talk.nabble.com> <33541655.post@talk.nabble.com> <4F68F1E5.5020906@bestpractical.com> <33541764.post@talk.nabble.com> <4F68F627.1020302@kickflop.net> Message-ID: <33544575.post@talk.nabble.com> Thanks that did it. I now get the below warning but elsewhere in this forum it was reported that this is nothing to worry about. Enter RT version if you want to stop upgrade at some point, or leave it blank if you want apply above upgrades: IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP Proceed [y/N]:y Processing 3.8.9 Now inserting data. [Wed Mar 21 12:55:07 2012] [warning]: Use of uninitialized value in string eq at /admin/sgruber/Downloads/rt-4.0.5/sbin/../lib/RT/Template.pm line 627, <> line 1. (/admin/sgruber/Downloads/rt-4.0.5/sbin/../lib/RT/Template.pm:627) [Wed Mar 21 12:55:07 2012] [warning]: Use of uninitialized value in string eq at /admin/sgruber/Downloads/rt-4.0.5/sbin/../lib/RT/Template.pm line 627, <> line 1. (/admin/sgruber/Downloads/rt-4.0.5/sbin/../lib/RT/Template.pm:627) Processing 3.9.1 Now inserting data. Processing 3.9.2 Now inserting data. Processing 3.9.3 Now populating database schema. Processing 3.9.5 Now populating database schema. Processing 3.9.6 Now populating database schema. Processing 3.9.7 Now populating database schema. Now inserting data. Processing 3.9.8 Now populating database schema. Now inserting data. [Wed Mar 21 12:55:39 2012] [error]: We found RTFM tables in your database. Checking for content. (./etc/upgrade/3.9.8/content:17) [Wed Mar 21 12:55:39 2012] [error]: You appear to have RTFM Articles. You can upgrade using the etc/upgrade/upgrade-articles script. Read more about it in UPGRADING (./etc/upgrade/3.9.8/content:22) Processing 4.0.0rc2 Now populating database schema. Processing 4.0.0rc4 Now populating database schema. Processing 4.0.0rc7 Now inserting data. Processing 4.0.1 Now inserting data. Processing 4.0.3 Now inserting data. Processing 4.0.4 Now inserting data. Done. Jeff Blaine-2 wrote: > > On 3/20/2012 5:17 PM, UnixMan wrote: >> >> Thanks - do you know how I can rename it ? > > UPDATE Queues SET Name = '___Approvals' WHERE Name = 'Approvals'; > > -- View this message in context: http://old.nabble.com/RT-3.8.8-to-RT-4.0.5-DB-Upgrade-Warning-tp33541424p33544575.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From senior.unix at gmail.com Wed Mar 21 09:28:14 2012 From: senior.unix at gmail.com (UnixMan) Date: Wed, 21 Mar 2012 06:28:14 -0700 (PDT) Subject: [rt-users] RT 3.8.8 to RT 4.0.5 DB Upgrade Warning In-Reply-To: <4F68F627.1020302@kickflop.net> References: <4F68E8D0.6080006@bestpractical.com> <33541521.post@talk.nabble.com> <33541546.post@talk.nabble.com> <33541557.post@talk.nabble.com> <33541655.post@talk.nabble.com> <4F68F1E5.5020906@bestpractical.com> <33541764.post@talk.nabble.com> <4F68F627.1020302@kickflop.net> Message-ID: <33544576.post@talk.nabble.com> Thanks that did it. I now get the below warning but elsewhere in this forum it was reported that this is nothing to worry about. Enter RT version if you want to stop upgrade at some point, or leave it blank if you want apply above upgrades: IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP Proceed [y/N]:y Processing 3.8.9 Now inserting data. [Wed Mar 21 12:55:07 2012] [warning]: Use of uninitialized value in string eq at /admin/sgruber/Downloads/rt-4.0.5/sbin/../lib/RT/Template.pm line 627, <> line 1. (/admin/sgruber/Downloads/rt-4.0.5/sbin/../lib/RT/Template.pm:627) [Wed Mar 21 12:55:07 2012] [warning]: Use of uninitialized value in string eq at /admin/sgruber/Downloads/rt-4.0.5/sbin/../lib/RT/Template.pm line 627, <> line 1. (/admin/sgruber/Downloads/rt-4.0.5/sbin/../lib/RT/Template.pm:627) Processing 3.9.1 Now inserting data. Processing 3.9.2 Now inserting data. Processing 3.9.3 Now populating database schema. Processing 3.9.5 Now populating database schema. Processing 3.9.6 Now populating database schema. Processing 3.9.7 Now populating database schema. Now inserting data. Processing 3.9.8 Now populating database schema. Now inserting data. [Wed Mar 21 12:55:39 2012] [error]: We found RTFM tables in your database. Checking for content. (./etc/upgrade/3.9.8/content:17) [Wed Mar 21 12:55:39 2012] [error]: You appear to have RTFM Articles. You can upgrade using the etc/upgrade/upgrade-articles script. Read more about it in UPGRADING (./etc/upgrade/3.9.8/content:22) Processing 4.0.0rc2 Now populating database schema. Processing 4.0.0rc4 Now populating database schema. Processing 4.0.0rc7 Now inserting data. Processing 4.0.1 Now inserting data. Processing 4.0.3 Now inserting data. Processing 4.0.4 Now inserting data. Done. Jeff Blaine-2 wrote: > > On 3/20/2012 5:17 PM, UnixMan wrote: >> >> Thanks - do you know how I can rename it ? > > UPDATE Queues SET Name = '___Approvals' WHERE Name = 'Approvals'; > > -- View this message in context: http://old.nabble.com/RT-3.8.8-to-RT-4.0.5-DB-Upgrade-Warning-tp33541424p33544576.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Wed Mar 21 10:05:44 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 21 Mar 2012 10:05:44 -0400 Subject: [rt-users] Custom fields description and REST API In-Reply-To: <4F69D36D.4050703@shadowprojects.org> References: <4F69BE12.5000804@shadowprojects.org> <4F69D147.3070408@shadowprojects.org> <4F69D36D.4050703@shadowprojects.org> Message-ID: <20120321140544.GP898@jibsheet.com> On Wed, Mar 21, 2012 at 02:11:09PM +0100, Guillaume Hilt wrote: > > Well, everything is fine now, except for the custom field values > description but it's not big deal. To clarify, the Description field on Custom Field Values is unused elsewhere in the RT UI at this time. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From AlexYoung at HousingPartners.co.uk Wed Mar 21 13:29:21 2012 From: AlexYoung at HousingPartners.co.uk (Alex Young) Date: Wed, 21 Mar 2012 17:29:21 -0000 Subject: [rt-users] Set colour tickets by priority In-Reply-To: References: <4F4B4E2A.9070604@cesca.cat> Message-ID: <3CE7D8D453B27148BBCA0B2063B11E640278A521@s-wor-e-001.SCOUTSOFFICE.local> I just updated to RT4.0.5 and managed to get it working. I used the 'Full featured ColumnMap script' from the wiki: http://requesttracker.wikia.com/wiki/ShowStatusInColor It's about a 3rd down the page, with a title of RT 3.8.x and written by me quite a while ago. Changes the paths to edit the new template and added a new colour for .statusstalled and that was all the changes needed on my install. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tim Cutts Sent: 29 February 2012 10:35 To: Jeffery, Guy Cc: rt-users at lists.bestpractical.com; Daniel Garcia Mejia Subject: Re: [rt-users] Set colour tickets by priority On 29 Feb 2012, at 09:09, Jeffery, Guy wrote: > Hi, > > The tutorial doesn't work for me on 4.0.5. I'm also trying to find an alternative. > > The code I'm putting in /local/html/Callbacks/MyCallbacks/Elements/RT__Ticket /ColumnMap/ColumnMap is being seen, because if I make a deliberate error it fails to compile, but it doesn't seem to make any difference. > > There must be people who have upgraded to 4.0.* who want to keep this feature, hopefully someone can help us. I've been struggling with that too. In fact, it *does* work, in my hands, but only on additional custom searches that I add to my home page or to a dashboard. It doesn't work on the default searches, which suggests that the code path for those is slightly different, but I haven't determined in what way they differ. One place that Wiki entry needs updating, if you look at the underlying code, is that ColumnMap is the old name for the callback. It's still being called for backward compatibility under the old name. If you want to use the new name, in RT 4 it's now called Once (for the simple reason that it only actually needs to be run once, when the perl code is compiling, to set up your column mappings). Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012 From diego.roccia at subito.it Wed Mar 21 13:50:03 2012 From: diego.roccia at subito.it (Diego Roccia) Date: Wed, 21 Mar 2012 18:50:03 +0100 (CET) Subject: [rt-users] Name in use In-Reply-To: <20120321003323.GL898@jibsheet.com> Message-ID: <1595629666.15994704.1332352203719.JavaMail.root@i29.subito.int> ----- Original Message ----- > On Tue, Mar 20, 2012 at 12:15:01PM +0100, Diego Roccia wrote: > > I have RT4.0.5 with RT::Authen::ExternalAuth, and I'm experiencing > > exactly this problem > > > > http://lists.fsck.com/pipermail/rt-users/2011-May/070489.html > > > > 1 - user at domain1.com send an email -> the user is created and the > > ticket opened > > 2 - user at domain2.com send an email -> the user is not created and > > the ticket not opened, because of the "Name in use" problem > > > > my question is: is possible to have unprivileged users created > > without stripping the @domain.tld part? > > Please show a sanitized version of your RT-Authen-ExternalAuth > configuration. > > Also, please show us Name, RealName and EmailAddress for user 1. > > -kevin > Thanks Guys for your help. here's the configuration -cut-------cut-------cut--------cut------- Set(@Plugins, qw(RT::Authen::ExternalAuth) ); Set($LdapAutoCreateNonLdapUsers, 0); Set($AutoCreateNonExternalUsers, 1); Set($CanonicalizeOnCreate, 0); Set($ExternalAuthPriority, [ 'My_LDAP' ] ); Set($ExternalInfoPriority, [ 'My_LDAP' ]); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 1); Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'XX.XX.XX.XX', 'user' => 'uid=ldapuser,ou=people,dc=subito,dc=it', 'pass' => '*******************', 'base' => 'ou=people,dc=subito,dc=it', 'filter' => '(objectClass=organizationalPerson)', 'tls' => 1, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'ExternalContactInfoId', 'Name', 'EmailAddress', 'RealName', 'WorkPhone', 'Address2'], 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => 'mail', 'Organization' => 'ou', 'RealName' => 'cn', 'ExternalContactInfoId' => 'dn', 'ExternalAuthId' => 'uid', 'WorkPhone' => 'telephoneNumber', 'Signature' => 'zimbraPrefMailSignature'} } } -cut-------cut-------cut--------cut------- The problems is with emails coming from outside, not my domain. Thanks -- Diego Roccia - System&Network Admin - Subito.it From senior.unix at gmail.com Wed Mar 21 14:24:50 2012 From: senior.unix at gmail.com (UnixMan) Date: Wed, 21 Mar 2012 11:24:50 -0700 (PDT) Subject: [rt-users] RT 3.8.8 to RT 4.0.5 DB Upgrade Warning In-Reply-To: References: Message-ID: <33544588.post@talk.nabble.com> Thanks that did it. I now get the below warning but elsewhere in this forum it was reported that this is nothing to worry about. Enter RT version if you want to stop upgrade at some point, or leave it blank if you want apply above upgrades: IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP Proceed [y/N]:y Processing 3.8.9 Now inserting data. [Wed Mar 21 12:55:07 2012] [warning]: Use of uninitialized value in string eq at /admin/sgruber/Downloads/rt-4.0.5/sbin/../lib/RT/Template.pm line 627, <> line 1. (/admin/sgruber/Downloads/rt-4.0.5/sbin/../lib/RT/Template.pm:627) [Wed Mar 21 12:55:07 2012] [warning]: Use of uninitialized value in string eq at /admin/sgruber/Downloads/rt-4.0.5/sbin/../lib/RT/Template.pm line 627, <> line 1. (/admin/sgruber/Downloads/rt-4.0.5/sbin/../lib/RT/Template.pm:627) Processing 3.9.1 Now inserting data. Processing 3.9.2 Now inserting data. Processing 3.9.3 Now populating database schema. Processing 3.9.5 Now populating database schema. Processing 3.9.6 Now populating database schema. Processing 3.9.7 Now populating database schema. Now inserting data. Processing 3.9.8 Now populating database schema. Now inserting data. [Wed Mar 21 12:55:39 2012] [error]: We found RTFM tables in your database. Checking for content. (./etc/upgrade/3.9.8/content:17) [Wed Mar 21 12:55:39 2012] [error]: You appear to have RTFM Articles. You can upgrade using the etc/upgrade/upgrade-articles script. Read more about it in UPGRADING (./etc/upgrade/3.9.8/content:22) Processing 4.0.0rc2 Now populating database schema. Processing 4.0.0rc4 Now populating database schema. Processing 4.0.0rc7 Now inserting data. Processing 4.0.1 Now inserting data. Processing 4.0.3 Now inserting data. Processing 4.0.4 Now inserting data. Done. -- View this message in context: http://old.nabble.com/RT-3.8.8-to-RT-4.0.5-DB-Upgrade-Warning-tp33541424p33544588.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Wed Mar 21 14:29:27 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 21 Mar 2012 14:29:27 -0400 Subject: [rt-users] Name in use In-Reply-To: <1595629666.15994704.1332352203719.JavaMail.root@i29.subito.int> References: <20120321003323.GL898@jibsheet.com> <1595629666.15994704.1332352203719.JavaMail.root@i29.subito.int> Message-ID: <20120321182927.GQ898@jibsheet.com> On Wed, Mar 21, 2012 at 06:50:03PM +0100, Diego Roccia wrote: > ----- Original Message ----- > 'attr_match_list' => [ 'ExternalContactInfoId', 'Name', 'EmailAddress', 'RealName', 'WorkPhone', 'Address2'], This tells RT that the RealName of any user must be unique. So, there can only be one Kevin Falcone at your company. This is unlikely to be what you want. I suggest you trim that down to Name and EmailAddress (since RT will enforce EmailAddress uniqueness anyway). -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From bwiese at ElementPS.com Wed Mar 21 15:23:06 2012 From: bwiese at ElementPS.com (Brent Wiese) Date: Wed, 21 Mar 2012 12:23:06 -0700 Subject: [rt-users] ExternalAuth to active directory over SSL Message-ID: <7ECD0C8955ADE149B95716B364B4D58F2854A95A36@EXCCR01.eps.local> I have ExternalAuth working fine over regular LDAP. But I need to run it over LDAPS for security reasons. We use an internal CA for our certs. I've added it to /etc/pki/tls/certs/ca-bundle.crt (which looks to be linked to /etc/ssl/certs/ca-bundle.crt) This runs successfully (used to error before I added the CA certs to the bundle): openssl s_client -connect dc.mydomain.local:636 -CApath /etc/ssl/certs I've also verified the cert/cert chain: openssl verify -CAfile /etc/ssl/certs/ca-bundle.crt dc.mydomain.local.pem dc.mydomain.local.pem: OK However, this errors out with a bad cert error (shortened -D, but it's the same string that works when using LDAP and ldapsearch over regular ldap works fine): ldapsearch -d 2 -LLL -v -x -H ldaps:// dc.mydomain.local:636 -b 'DC=mydomain,DC=local' -D 'CN=Apache,OU...,DC= mydomain,DC=local' -w '**pass**' '(sn=smith)' cn sn Results (snipped hex code): ldap_initialize( ldaps://dc.mydomain.local:636/??base ) tls_write: want=60, written=60 tls_read: want=3, got=3 tls_read: want=2, got=2 tls_read: want=2724, got=2724 TLS: certificate [CN= dc.mydomain.local] is not valid - error -8179:Unknown code ___f 13. tls_write: want=7, written=7 TLS: error: connect - force handshake failure: errno 21 - moznss error -8179 TLS: can't connect: TLS error -8179:Unknown code ___f 13. ldap_sasl_bind(SIMPLE): Can't contact LDAP server (-1) Running LDP.exe on the domain controllers running in SSL mode works fine. RT's log gives the following: [Wed Mar 21 19:04:41 2012] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_OPERATIONS_ERROR 1 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:492) So I'm guessing it's probably getting that same "is not valid" error... but why? I've googled for hours looking for anything beyond making sure the CA cert was in the bundle. Does ldapsearch/RT externalAuth use a different CA bundle than /etc/pki/tls/certs/ca-bundle.crt (or the linked /etc/ssl/certs/ca-bundle.crt)? Any idea what I'm missing? Running centos 6 and openssl -1.0.0-20.el6_2.2.x86_64 (latest in yum repo... same thing when I ran 1.0.0-10 too). Brent -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsomlo at gmail.com Wed Mar 21 16:54:32 2012 From: gsomlo at gmail.com (Gabriel L. Somlo) Date: Wed, 21 Mar 2012 16:54:32 -0400 Subject: [rt-users] Which mandatory-fields extension to pick ? Message-ID: <20120321205431.GA3162@hedwig.ini.cmu.edu> I'd like to force requestors to fill out the Subject (and possibly Content) fields of a new request being opened via the Web U/I. I noticed several extensions for individual fields being mentioned (on CPAN *and* on http://bestpractical.com/rt/extensions.html): http://search.cpan.org/dist/RT-Extension-MandatorySubject/ and http://search.cpan.org/dist/RT-Extension-MandatoryRequestor/ I also found a generic Mandatory Fields extension: http://search.cpan.org/dist/RT-Extension-MandatoryFields/ However, the latter isn't mentioned anywhere on bestpractical.com. I wonder if anyone has any advice -- I'd naturally prefer the latter, general-purpose extension, unless the former two have some sort of privileged status, better support, a better chance of being integrated into RT-proper, etc. Thanks, --Gabriel From bwiese at ElementPS.com Wed Mar 21 17:11:13 2012 From: bwiese at ElementPS.com (Brent Wiese) Date: Wed, 21 Mar 2012 14:11:13 -0700 Subject: [rt-users] ExternalAuth to active directory over SSL In-Reply-To: <7ECD0C8955ADE149B95716B364B4D58F2854A95A36@EXCCR01.eps.local> References: <7ECD0C8955ADE149B95716B364B4D58F2854A95A36@EXCCR01.eps.local> Message-ID: <7ECD0C8955ADE149B95716B364B4D58F2854A95B02@EXCCR01.eps.local> I answered part of my question... I can successfully ldapsearch now. I added TLS_CACERT /etc/pki/tls/certs/ca-bundle.crt To /etc/openldap/ldap.conf. But RT is still failing. If I set: 'tls' => 1, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3, port => 636, debug => 8 ], I get: [Wed Mar 21 21:05:14 2012] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_SERVER_DOWN 81 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:492) If I change to this: 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3, port => 636, debug => 8 ], I get: [Wed Mar 21 21:09:27 2012] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_OPERATIONS_ERROR 1 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:492) So I'm further, but still stuck. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brent Wiese Sent: Wednesday, March 21, 2012 12:23 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] ExternalAuth to active directory over SSL I have ExternalAuth working fine over regular LDAP. But I need to run it over LDAPS for security reasons. We use an internal CA for our certs. I've added it to /etc/pki/tls/certs/ca-bundle.crt (which looks to be linked to /etc/ssl/certs/ca-bundle.crt) This runs successfully (used to error before I added the CA certs to the bundle): openssl s_client -connect dc.mydomain.local:636 -CApath /etc/ssl/certs I've also verified the cert/cert chain: openssl verify -CAfile /etc/ssl/certs/ca-bundle.crt dc.mydomain.local.pem dc.mydomain.local.pem: OK However, this errors out with a bad cert error (shortened -D, but it's the same string that works when using LDAP and ldapsearch over regular ldap works fine): ldapsearch -d 2 -LLL -v -x -H ldaps:// dc.mydomain.local:636 -b 'DC=mydomain,DC=local' -D 'CN=Apache,OU...,DC= mydomain,DC=local' -w '**pass**' '(sn=smith)' cn sn Results (snipped hex code): ldap_initialize( ldaps://dc.mydomain.local:636/??base ) tls_write: want=60, written=60 tls_read: want=3, got=3 tls_read: want=2, got=2 tls_read: want=2724, got=2724 TLS: certificate [CN= dc.mydomain.local] is not valid - error -8179:Unknown code ___f 13. tls_write: want=7, written=7 TLS: error: connect - force handshake failure: errno 21 - moznss error -8179 TLS: can't connect: TLS error -8179:Unknown code ___f 13. ldap_sasl_bind(SIMPLE): Can't contact LDAP server (-1) Running LDP.exe on the domain controllers running in SSL mode works fine. RT's log gives the following: [Wed Mar 21 19:04:41 2012] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_OPERATIONS_ERROR 1 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:492) So I'm guessing it's probably getting that same "is not valid" error... but why? I've googled for hours looking for anything beyond making sure the CA cert was in the bundle. Does ldapsearch/RT externalAuth use a different CA bundle than /etc/pki/tls/certs/ca-bundle.crt (or the linked /etc/ssl/certs/ca-bundle.crt)? Any idea what I'm missing? Running centos 6 and openssl -1.0.0-20.el6_2.2.x86_64 (latest in yum repo... same thing when I ran 1.0.0-10 too). Brent -------------- next part -------------- An HTML attachment was scrubbed... URL: From michael.steen at livetext.com Wed Mar 21 17:42:21 2012 From: michael.steen at livetext.com (Michael Steen) Date: Wed, 21 Mar 2012 16:42:21 -0500 Subject: [rt-users] Some CFs display on ticket and update pages but not in query builder Message-ID: Hello, We're running RT 3.8.9, and it appears I might have a permissions issue. The way I've organized permissions might be a factor, so I'll explain in brief. The user is in "usergroupa," the queue level SeeCustomField and ModifyCustomField group rights are granted to "rightsgroup1" usergroupa is a member of rightsgroup1. The strange thing is that some of the CF's show up in the Add Criteria box, but some do not. Previously, the Everybody group had SeeCustomField right globally, so we hadn't noticed this until I removed that. Has anyone seen this before? Thanks, Mike From tjrc at sanger.ac.uk Thu Mar 22 05:01:55 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Thu, 22 Mar 2012 09:01:55 +0000 Subject: [rt-users] Set colour tickets by priority In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E640278A521@s-wor-e-001.SCOUTSOFFICE.local> References: <4F4B4E2A.9070604@cesca.cat> <3CE7D8D453B27148BBCA0B2063B11E640278A521@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <8F767B33-1E69-4894-A7EE-61BA4BCBF0B3@sanger.ac.uk> On 21 Mar 2012, at 17:29, Alex Young wrote: > I just updated to RT4.0.5 and managed to get it working. > > I used the 'Full featured ColumnMap script' from the wiki: > http://requesttracker.wikia.com/wiki/ShowStatusInColor > > It's about a 3rd down the page, with a title of RT 3.8.x and written by > me quite a while ago. > > Changes the paths to edit the new template and added a new colour for > .statusstalled and that was all the changes needed on my install. The reason, I found, that it wasn't always working, is that a lot of the standard search portlets use the ExtendedStatus column rather than the Status column, and so the ColumnMap callback needs to be modified to do stuff with ExtendedStatus too. I also discovered you need to modify it not to do anything if you have users wanting to export searches as spreadsheets, because the HTML in the wiki example persists into your spreadsheet. 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 reg.bestpractical at posterus.com Thu Mar 22 05:47:56 2012 From: reg.bestpractical at posterus.com (Maciej Dobrzanski) Date: Thu, 22 Mar 2012 10:47:56 +0100 Subject: [rt-users] Set colour tickets by priority In-Reply-To: <8F767B33-1E69-4894-A7EE-61BA4BCBF0B3@sanger.ac.uk> References: <4F4B4E2A.9070604@cesca.cat> <3CE7D8D453B27148BBCA0B2063B11E640278A521@s-wor-e-001.SCOUTSOFFICE.local> <8F767B33-1E69-4894-A7EE-61BA4BCBF0B3@sanger.ac.uk> Message-ID: <013001cd0810$dbff8f30$93fead90$@bestpractical@posterus.com> Tim, > I also discovered you need to modify it not to do anything if you have users > wanting to export searches as spreadsheets, >because the HTML in the wiki example > persists into your spreadsheet. How can it be done selectively? Is it only through HTTP request details and checking what URL was called (not sure if possible - just guessing) or did you find any smarter way to do it? Maciek From ruz at bestpractical.com Thu Mar 22 07:55:34 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 22 Mar 2012 15:55:34 +0400 Subject: [rt-users] Some CFs display on ticket and update pages but not in query builder In-Reply-To: References: Message-ID: On Thu, Mar 22, 2012 at 01:42, Michael Steen wrote: > Hello, > > We're running RT 3.8.9, and it appears I might have a permissions > issue. ?The way I've organized permissions might be a factor, so I'll > explain in brief. ?The user is in "usergroupa," the queue level > SeeCustomField and ModifyCustomField group rights are granted to > "rightsgroup1" usergroupa is a member of rightsgroup1. > > The strange thing is that some of the CF's show up in the Add Criteria > box, but some do not. ?Previously, the Everybody group had > SeeCustomField right globally, so we hadn't noticed this until I > removed that. ?Has anyone seen this before? This was discussed several times recently. > > Thanks, > > Mike -- Best regards, Ruslan. From ruz at bestpractical.com Thu Mar 22 09:34:07 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 22 Mar 2012 17:34:07 +0400 Subject: [rt-users] Which mandatory-fields extension to pick ? In-Reply-To: <20120321205431.GA3162@hedwig.ini.cmu.edu> References: <20120321205431.GA3162@hedwig.ini.cmu.edu> Message-ID: On Thu, Mar 22, 2012 at 00:54, Gabriel L. Somlo wrote: > I'd like to force requestors to fill out the Subject (and possibly > Content) fields of a new request being opened via the Web U/I. > > I noticed several extensions for individual fields being mentioned > (on CPAN *and* on http://bestpractical.com/rt/extensions.html): > > http://search.cpan.org/dist/RT-Extension-MandatorySubject/ > and > http://search.cpan.org/dist/RT-Extension-MandatoryRequestor/ > > I also found a generic Mandatory Fields extension: > > http://search.cpan.org/dist/RT-Extension-MandatoryFields/ > > However, the latter isn't mentioned anywhere on bestpractical.com. > > I wonder if anyone has any advice -- I'd naturally prefer the latter, > general-purpose extension, unless the former two have some sort of > privileged status, better support, a better chance of being integrated > into RT-proper, etc. Those extensions are not supported by BestPractical. First two are very simple demonstrations that can be useful in production as well. The last one is not listed on the site only cuz it was not tested by best practical developers to make sure it installs and basic functionality works as described with latest RT versions. We just had no time. > Thanks, > --Gabriel -- Best regards, Ruslan. From SJC at qvii.com Thu Mar 22 12:50:12 2012 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Thu, 22 Mar 2012 12:50:12 -0400 Subject: [rt-users] GD and GraphViz - Need both? Can't build source. Message-ID: <4DD6AB329450D847913EA76D7F3C6B8310B18A80@valkyrie.ogp.qvii.com> I recently attended Best Practical's' training in Boston and found it informative. Since my return, I've been trying to get RT 4.0.x (currently 4.0.5) built from source with no luck. I know that one of the things my users will desire is the ability to display graphs. Do I need both GD and GraphViz installed, or just GraphViz? Second; I've tried both Ubuntu and CENT-OS to build RT from source with no luck at all. The tripping point appears to be the GD/GraphViz libraries. No matter what I try, I can't seem to get either the libraries installed or the build script to recognize it. Installing them via CPAN told me that I needed to get them directly from GraphViz.org. I've done that and am able to get them installed on CENT but not Ubuntu. Is there some trick I'm missing to make this happen? Stephen Cena MIS/IT Dept - Quality Vision International 850 Hudson Ave Rochester,NY. 14621 Ph: 585-544-0450 x300 "Thank you for helping us help you help us all." -------------- next part -------------- An HTML attachment was scrubbed... URL: From CLasater at taleo.com Thu Mar 22 13:03:55 2012 From: CLasater at taleo.com (Christopher Lasater) Date: Thu, 22 Mar 2012 13:03:55 -0400 Subject: [rt-users] GD and GraphViz - Need both? Can't build source. In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B8310B18A80@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B8310B18A80@valkyrie.ogp.qvii.com> Message-ID: <23037DC22CE8C3428E7636883099F1AABA41F86CB7@JXVXMP01.wwcorp.net> It looks like they have debs on GraphViz.org have you tried doing that or just trying to compile? I have always compiled them. I believe you need expat (and probably expat-devel) to compile graphviz and you will need the libpng-devel to get it to work properly with Request Tracker. For libgd I always just installed the RPM and moved the library (libgd.so.2) to systems I could not install RPMs on. Make sure to properly set up your LD_LIBRARY_PATH environmental variables to go to any lib folders you have, so that when you try to install it will find all your compiled/moved libraries. Chris On Thu, 2012-03-22 at 12:50 -0400, Cena, Stephen (ext. 300) wrote: > I recently attended Best Practical's' training in Boston and found it > informative. Since my return, I've been trying to get RT 4.0.x > (currently 4.0.5) built from source with no luck. I know that one of > the things my users will desire is the ability to display graphs. Do I > need both GD and GraphViz installed, or just GraphViz? Second; I've > tried both Ubuntu and CENT-OS to build RT from source with no luck at > all. The tripping point appears to be the GD/GraphViz libraries. No > matter what I try, I can't seem to get either the libraries installed > or the build script to recognize it. Installing them via CPAN told me > that I needed to get them directly from GraphViz.org. I've done that > and am able to get them installed on CENT but not Ubuntu. Is there > some trick I'm missing to make this happen? > > Stephen Cena > MIS/IT Dept - Quality Vision International > 850 Hudson Ave > Rochester,NY. 14621 > Ph: 585-544-0450 x300 > "Thank you for helping us help you help us all." > From SJC at qvii.com Thu Mar 22 13:27:02 2012 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Thu, 22 Mar 2012 13:27:02 -0400 Subject: [rt-users] GD and GraphViz - Need both? Can't build source. References: <4DD6AB329450D847913EA76D7F3C6B8310B18A80@valkyrie.ogp.qvii.com> <23037DC22CE8C3428E7636883099F1AABA41F86CB7@JXVXMP01.wwcorp.net> Message-ID: <4DD6AB329450D847913EA76D7F3C6B8310B18B12@valkyrie.ogp.qvii.com> I followed the instructions on graphviz.org for adding the repository for CENT and installed GraphViz that way. On Ubuntu, no matter what .debs I try to install I just keep coming up with more dependencies. >From the work I have done I can say I've had a lot more trouble getting RT installed from source on Ubuntu than CENT. I'm also working on documenting the process to do an install in either case, as the wiki information is out of date/inaccurate and the book does nothing to help. I've read the README for the install but it doesn't help when the libraries it depends on don't work. I'm trying to not have to compile any more than I have to. We're potentially looking at bringing 6 RT systems online here. The only reason we're running one now is Ubuntu had the .deb available and "it just worked". One side note; while at the training in Boston I asked (half jokingly) if RT would run on IIS. I was told flat out "no, it will not". Yet on the RT website: http://requesttracker.wikia.com/wiki/InstallationGuides - The best/easiest distribution for RT There is no the best or the easiest. People run RT on Arch Linux, Debian, FreeBSD, NetBSD, RH7/8/9, RHEL, CentOS, Fedora, Solaris, SuSE, Gentoo, OpenBSD, and even Windows. Got a little bit of a laugh from that. Stephen Cena MIS/IT Dept - Quality Vision International 850 Hudson Ave Rochester,NY. 14621 Ph: 585-544-0450 x300 "Thank you for helping us help you help us all." -----Original Message----- From: Christopher Lasater [mailto:CLasater at taleo.com] Sent: Thursday, March 22, 2012 1:04 PM To: Cena, Stephen (ext. 300) Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] GD and GraphViz - Need both? Can't build source. It looks like they have debs on GraphViz.org have you tried doing that or just trying to compile? I have always compiled them. I believe you need expat (and probably expat-devel) to compile graphviz and you will need the libpng-devel to get it to work properly with Request Tracker. For libgd I always just installed the RPM and moved the library (libgd.so.2) to systems I could not install RPMs on. Make sure to properly set up your LD_LIBRARY_PATH environmental variables to go to any lib folders you have, so that when you try to install it will find all your compiled/moved libraries. Chris On Thu, 2012-03-22 at 12:50 -0400, Cena, Stephen (ext. 300) wrote: > I recently attended Best Practical's' training in Boston and found it > informative. Since my return, I've been trying to get RT 4.0.x > (currently 4.0.5) built from source with no luck. I know that one of > the things my users will desire is the ability to display graphs. Do I > need both GD and GraphViz installed, or just GraphViz? Second; I've > tried both Ubuntu and CENT-OS to build RT from source with no luck at > all. The tripping point appears to be the GD/GraphViz libraries. No > matter what I try, I can't seem to get either the libraries installed > or the build script to recognize it. Installing them via CPAN told me > that I needed to get them directly from GraphViz.org. I've done that > and am able to get them installed on CENT but not Ubuntu. Is there > some trick I'm missing to make this happen? > > Stephen Cena > MIS/IT Dept - Quality Vision International 850 Hudson Ave > Rochester,NY. 14621 > Ph: 585-544-0450 x300 > "Thank you for helping us help you help us all." > From falcone at bestpractical.com Thu Mar 22 13:41:26 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 22 Mar 2012 13:41:26 -0400 Subject: [rt-users] GD and GraphViz - Need both? Can't build source. In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B8310B18B12@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B8310B18A80@valkyrie.ogp.qvii.com> <23037DC22CE8C3428E7636883099F1AABA41F86CB7@JXVXMP01.wwcorp.net> <4DD6AB329450D847913EA76D7F3C6B8310B18B12@valkyrie.ogp.qvii.com> Message-ID: <20120322174126.GR898@jibsheet.com> On Thu, Mar 22, 2012 at 01:27:02PM -0400, Cena, Stephen (ext. 300) wrote: > I followed the instructions on graphviz.org for adding the repository > for CENT and installed GraphViz that way. On Ubuntu, no matter what > .debs I try to install I just keep coming up with more dependencies. > From the work I have done I can say I've had a lot more trouble getting > RT installed from source on Ubuntu than CENT. I'm also working on > documenting the process to do an install in either case, as the wiki > information is out of date/inaccurate and the book does nothing to help. > I've read the README for the install but it doesn't help when the > libraries it depends on don't work. I'm trying to not have to compile > any more than I have to. We're potentially looking at bringing 6 RT > systems online here. The only reason we're running one now is Ubuntu had > the .deb available and "it just worked". I don't think you've included the actual failure in either of your posts I've always been able to find the gd-devel, graphviz and expat-devel packages on Ubuntu (and in fact, gd-devel is right in the docs). With CentOS6 you can now get all of those easily also (on CentOS 5 you needed to use the graphviz yum repos). To answer the original question from this thread: GD provides Charts for search results. GraphViz provides dependency graphs for linked tickets. Your managers will absolutely want GD, GraphViz isn't as necessary unless you have intricate ticket structures and want a visualization. > One side note; while at the training in Boston I asked (half jokingly) > if RT would run on IIS. I was told flat out "no, it will not". Yet on > the RT website: http://requesttracker.wikia.com/wiki/InstallationGuides That is not the RT website. The RT website is http://bestpractical.com/rt/ You're reading the Wiki, which contains many end-user contributions. The page you link to clearly states at the top that these install guides are out of date and unofficial and that we recommend the README. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ruz at bestpractical.com Thu Mar 22 13:52:39 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 22 Mar 2012 21:52:39 +0400 Subject: [rt-users] Trying top upgrade rt3 3.6.5 database to rt4 4.0.5 database. In-Reply-To: References: Message-ID: Hi, RT uses UTF8. In version prior to RT 3.8 you could have DB configured for latin1, but still data is UTF8. This is wrong and upgrade to RT 3.8 or newer corrects schema if properly performed. I don't understand what exactly is your problem. On Fri, Mar 16, 2012 at 17:41, Juanjo wrote: > Any help? > > El 15 de marzo de 2012 09:39, Juanjo escribi?: > > Hello Again. >> >> I?m trying to upgrade the old database to my new server database. >> >> And i have problems with the 1b point. >> >> 1b) Configure the new MySQL to use Latin1 as the default character >> set everywhere, not UTF-8. This is necessary so the import in >> the next step assumes the data is Latin1. >> >> Now i have this >> >> character set clientutf8 (Valor global)latin1 character set connection >> latin1 character set database latin1 character set filesystembinarycharacter set results >> utf8 (Valor global)latin1 character set serverlatin1 character set systemutf8 >> And all the database tables or fields is in utf8_general_ci. >> >> Could you help me to make this database upgrade? >> >> Thanks. >> Kindest regards. >> > > > > -- > Un saludo. > Juanjo Corral > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From dallas at craigslist.org Thu Mar 22 14:45:17 2012 From: dallas at craigslist.org (Dallas Wisehaupt) Date: Thu, 22 Mar 2012 11:45:17 -0700 (PDT) Subject: [rt-users] Tickets created by email not picking up requestor after upgrade from 3.8.6 to 4.0.5 Message-ID: Hello all, I've run across an odd situation. Just upgraded our internal version of RT to 4.0.5 last night and now when tickets are created from the mail gateway, they don't get the requestor assigned. The ticket gets created just fine and I can see the from address in the ticket, but it never gets populated into the requestor field. Has anyone else experienced this? Dallas From falcone at bestpractical.com Thu Mar 22 15:13:00 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 22 Mar 2012 15:13:00 -0400 Subject: [rt-users] Tickets created by email not picking up requestor after upgrade from 3.8.6 to 4.0.5 In-Reply-To: References: Message-ID: <20120322191300.GS898@jibsheet.com> On Thu, Mar 22, 2012 at 11:45:17AM -0700, Dallas Wisehaupt wrote: > I've run across an odd situation. Just upgraded our internal version of > RT to 4.0.5 last night and now when tickets are created from the mail > gateway, they don't get the requestor assigned. The ticket gets created > just fine and I can see the from address in the ticket, but it never > gets populated into the requestor field. I've not encountered that behavior with rt-mailgate. We see it sometimes with misconfigured users and the SelfService interface. Can you show the history of a relevant ticket? You'll also want to review any custom Scrips or MailPlugins or other customizations. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From SJC at qvii.com Thu Mar 22 15:09:44 2012 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Thu, 22 Mar 2012 15:09:44 -0400 Subject: [rt-users] GD and GraphViz - Need both? Can't build source. References: <4DD6AB329450D847913EA76D7F3C6B8310B18A80@valkyrie.ogp.qvii.com> <23037DC22CE8C3428E7636883099F1AABA41F86CB7@JXVXMP01.wwcorp.net> Message-ID: <4DD6AB329450D847913EA76D7F3C6B8310B18C79@valkyrie.ogp.qvii.com> Ok; I think I got it worked out! At least on Cent OS 6.x. I'm going to try to reproduce this on a fresh install but I've been documenting as I go and this is what I've got: -Install Cent OS 6 - Minimal Desktop -Perform updates -Install GCC - yum install gcc.i686 -Install Make - yum install make.i686 --- already installed (gcc brought in?) -Install YAML for PERL - yum install perl-YAML.noarch -Install RSS for PERL - yum install perl-XML-RSS.noarch -Install GraphViz - yum install graphviz-perl.i686 -Install GraphViz GD - yum install graphviz-gd.i686 -Install GD Text - yum install perl-GDTextUtil.noarch --- pulls in perl-GD -Install Apache2 - yum install httpd.i686 -Install MySQL - yum install mysql-server.i686 -Install CPAN/CPANPlus - yum install perl-CPANPLUS.i686 perl-CPAN.i686 -Update CPAN - install CPAN; reload CPAN -Download RT latest release - currently, rt-4.0.5.tar.gz -Uncompress - tar xzvf rt-4.0.5.tar.gz -Switch to RT folder and run configure: ./configure --enable-graphviz --enable-gd --with-db-type=mysql --with-db-dba=root -Fix dependancies - make fixdeps When I run 'make fixdeps' this time, I get "All dependancies have been found". The only other change I know I'll need to make (at least for myself) is to swap out Sendmail for Postfix but that I know how to do. I'm also going to take a similar stab at doing this under Ubuntu 11.10 and see how I fare there. Hope this helps some others out, and when I get a completely solid "guide" I'll be sure to upload it/post it/whatever to the Wiki. Thanks!!! Stephen Cena MIS/IT Dept - Quality Vision International 850 Hudson Ave Rochester,NY. 14621 Ph: 585-544-0450 x300 "Thank you for helping us help you help us all." -----Original Message----- From: Christopher Lasater [mailto:CLasater at taleo.com] Sent: Thursday, March 22, 2012 1:04 PM To: Cena, Stephen (ext. 300) Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] GD and GraphViz - Need both? Can't build source. It looks like they have debs on GraphViz.org have you tried doing that or just trying to compile? I have always compiled them. I believe you need expat (and probably expat-devel) to compile graphviz and you will need the libpng-devel to get it to work properly with Request Tracker. For libgd I always just installed the RPM and moved the library (libgd.so.2) to systems I could not install RPMs on. Make sure to properly set up your LD_LIBRARY_PATH environmental variables to go to any lib folders you have, so that when you try to install it will find all your compiled/moved libraries. Chris On Thu, 2012-03-22 at 12:50 -0400, Cena, Stephen (ext. 300) wrote: > I recently attended Best Practical's' training in Boston and found it > informative. Since my return, I've been trying to get RT 4.0.x > (currently 4.0.5) built from source with no luck. I know that one of > the things my users will desire is the ability to display graphs. Do I > need both GD and GraphViz installed, or just GraphViz? Second; I've > tried both Ubuntu and CENT-OS to build RT from source with no luck at > all. The tripping point appears to be the GD/GraphViz libraries. No > matter what I try, I can't seem to get either the libraries installed > or the build script to recognize it. Installing them via CPAN told me > that I needed to get them directly from GraphViz.org. I've done that > and am able to get them installed on CENT but not Ubuntu. Is there > some trick I'm missing to make this happen? > > Stephen Cena > MIS/IT Dept - Quality Vision International 850 Hudson Ave > Rochester,NY. 14621 > Ph: 585-544-0450 x300 > "Thank you for helping us help you help us all." > From ruz at bestpractical.com Thu Mar 22 15:16:48 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 22 Mar 2012 23:16:48 +0400 Subject: [rt-users] Open ticket VIA URL (Create.html) without authentication In-Reply-To: <4F614B1D.5010605@tsukinokage.net> References: <4F614B1D.5010605@tsukinokage.net> Message-ID: On Thu, Mar 15, 2012 at 05:51, Seann wrote: > All, > > I am running the latest version of RT. > > I am researching a method that I can use to open a ticket from a web page > not hosted on the RT system I have set up. I would rather not use email > unless I absolutely have to. > > The interface I am working on is an Ajax enabled content filter block page. > It has an option to request that a site be unblocked in line to the page. I > want that unblock request to drop into a ticket without the user interacting > with the RT system. > > I am using jquery as the core of my JavaScript, which intercepts the submit > button click, and posts the data to RT. Everything works perfectly, except > RT issuing a 302 back to my script, which is due to authentication (this was > validated through a packet capture). > > I have two options, to push this create ticket request without > authentication or to figure out how RT expects authentication in relation to > ticket creation requests. Take a look at http://search.cpan.org/~ruz/RT-Extension-ViaLink-UpdateTicket-0.02/. I wrote it for 3.8 and havn't tested with 4.0.x, but it should work. > > > Regards, > Seann -- Best regards, Ruslan. From juanjillo at gmail.com Thu Mar 22 15:17:55 2012 From: juanjillo at gmail.com (Juanjo) Date: Thu, 22 Mar 2012 20:17:55 +0100 Subject: [rt-users] Trying top upgrade rt3 3.6.5 database to rt4 4.0.5 database. In-Reply-To: References: Message-ID: I read the README file and says: 1b) Configure the new MySQL to use Latin1 as the default character set everywhere, not UTF-8. This is necessary so the import in the next step assumes the data is Latin1. My Mysql is not full Latin1 to do the upgrade.If you see other emails i have a lot of problems with the datbase migration. I only follow the instructions to make the upgrade Thanks. Best Regards, El 22 de marzo de 2012 18:52, Ruslan Zakirov escribi?: > Hi, > > RT uses UTF8. In version prior to RT 3.8 you could have DB configured for > latin1, but still data is UTF8. This is wrong and upgrade to RT 3.8 or > newer corrects schema if properly performed. > > I don't understand what exactly is your problem. > > > On Fri, Mar 16, 2012 at 17:41, Juanjo wrote: > >> Any help? >> >> El 15 de marzo de 2012 09:39, Juanjo escribi?: >> >> Hello Again. >>> >>> I?m trying to upgrade the old database to my new server database. >>> >>> And i have problems with the 1b point. >>> >>> 1b) Configure the new MySQL to use Latin1 as the default character >>> set everywhere, not UTF-8. This is necessary so the import in >>> the next step assumes the data is Latin1. >>> >>> Now i have this >>> >>> character set clientutf8 (Valor global)latin1 character set connection >>> latin1 character set database latin1 character set filesystembinarycharacter set results >>> utf8 (Valor global)latin1 character set serverlatin1 character set >>> system utf8 >>> And all the database tables or fields is in utf8_general_ci. >>> >>> Could you help me to make this database upgrade? >>> >>> Thanks. >>> Kindest regards. >>> >> >> >> >> -- >> Un saludo. >> Juanjo Corral >> > > > > -- > Best regards, Ruslan. > -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From huston at astro.princeton.edu Thu Mar 22 16:10:13 2012 From: huston at astro.princeton.edu (Steve Huston) Date: Thu, 22 Mar 2012 16:10:13 -0400 Subject: [rt-users] RT-Authen-ExternalAuth usage & questions Message-ID: <4F6B8725.5020004@astro.princeton.edu> I'm in the process of setting up a new RT instance which is going to be used differently than the one I've been running for many years now. Previously I only cared about the web interface for administrators, but now it's desired to have web access for all users. We use a CAS-enabled virtualhost (so RT uses the REMOTE_USER varaible with external authentication). This means a user logging in will have a username such as 'huston'. However if they send an email, it would be 'huston at princeton.edu', so there's the possibility of having two users created. OK, I need something that populates fields from LDAP. I found a few ways to do this, but it looks like the "not outdated" method is the aforementioned extension. I've downloaded it and am looking through things, but I have some questions for people more intimately in tune with the code: 1) Can I run this extension and continue to use the Apache-based authentication, relying on ExternalAuth just for the LDAP glue? 2) Did I see right that any time a user logs in, this extension will poll LDAP to see if their information matches what's in the RT user database and updates accordingly? 3) Will the extension care if a user doesn't exist? We may have people sending in emails that do not have an account in the LDAP server, and this should be allowed - we will want an account autocreated just as it is currently. 4) Will the extension poll LDAP on an incoming email, properly creating the user account if it doesn't exist with the right UID returned from the lookup? Or does this only work when logging in through the web interface? 5) If a user is "created" as a watcher - say someone in the web interface adds an email address as a CC to a ticket - will ExternalAuth be hooked to look up that user's information in LDAP and populate the uid & realname fields? Thanks! -- Steve Huston - W2SRH - Unix Sysadmin, Astrophysical Sci & CSES/PICSciE Princeton University | ICBM Address: 40.346525 -74.651285 206 Peyton Hall |"On my ship, the Rocinante, wheeling through Princeton, NJ 08544 | the galaxies; headed for the heart of Cygnus, (267) 793-0852 | headlong into mystery." -Rush, 'Cygnus X-1' From dallas at craigslist.org Thu Mar 22 16:27:06 2012 From: dallas at craigslist.org (Dallas Wisehaupt) Date: Thu, 22 Mar 2012 13:27:06 -0700 (PDT) Subject: [rt-users] Tickets created by email not picking up requestor after upgrade from 3.8.6 to 4.0.5 In-Reply-To: <20120322191300.GS898@jibsheet.com> References: <20120322191300.GS898@jibsheet.com> Message-ID: On Thu, 22 Mar 2012, Kevin Falcone wrote: > I've not encountered that behavior with rt-mailgate. We see it > sometimes with misconfigured users and the SelfService interface. > Can you show the history of a relevant ticket? You'll also want to > review any custom Scrips or MailPlugins or other customizations. > > -kevin > Thanks for the reply Kevin. This is getting interesting. I have tested with a few different queues and removed scrips and it looks like it may be associated with my user account. If I send email (via pine or even direct SMTP to port 25) it won't set me as the requestor. I have had a fellow user of same groups and permissions test and he gets set as the requestor when doing the same process. We are running a vanilla installation and have no additional plugins or customizations that would be getting in the way. Where should I be looking for oddities on my user account? Dallas From van.howell at lcu.edu Thu Mar 22 16:58:57 2012 From: van.howell at lcu.edu (Howell, Van) Date: Thu, 22 Mar 2012 20:58:57 +0000 Subject: [rt-users] Create a scrip in RT 4 Message-ID: <84E70F84D007E14BBD13A402719AF27C1590A3F5@SN2PRD0102MB153.prod.exchangelabs.com> I am very new to RT, We are running on RT 4.0.5 I have OpenNMS setup to notify RT using the RT notification module in OpenNMS. It is working great. All of my OpenNMS notifications are created in a single queue called NMS. I want to be able to redirect those tickets to different queues based on the subject line. I have no Idea what I am doing. Could someone help me with some sample code and how to implement it in RT4? Say for instance I receive a ticket from OpenNMS with the subject line that contains the words "Paper Jam" I want this to go to my queue called "Printer/Copier/Scannner" How would I set this up in RT 4 Here is an example of a ticket that came from OpenNMS. Content-Type: text/plain Content-Disposition: inline Content-Transfer-Encoding: binary MIME-Version: 1.0 X-Mailer: MIME-tools 5.502 (Entity 5.502) From: opennms at lcu.edu Subject: Paper Jam Content-Length: 56 There is Paper jamed in the copier/printer: Copy Rm 6030 Van Howell System Administrator Lubbock Christian University -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Mar 22 17:01:41 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 23 Mar 2012 01:01:41 +0400 Subject: [rt-users] Trying top upgrade rt3 3.6.5 database to rt4 4.0.5 database. In-Reply-To: References: Message-ID: On Thu, Mar 22, 2012 at 23:17, Juanjo wrote: > I read the README file and says: > > 1b) Configure the new MySQL to use Latin1 as the default character > set everywhere, not UTF-8. This is necessary so the import in > the next step assumes the data is Latin1. > > My Mysql is not full Latin1 to do the upgrade. As far as I recall original wording was slightly different, but may be too complicated so it was simplified. It was saying that this step is recommended, but things can work without it. If you use binary charset when you dump old DB and import it then it's *probably* enough to avoid corruption during dump/import even if mysql is configured for utf8. As far as I recall 1b step is overprotective. If you see other emails i have a lot of problems with the datbase migration. I only follow the instructions to make the upgrade > > Thanks. > Best Regards, > > El 22 de marzo de 2012 18:52, Ruslan Zakirov escribi?: > > Hi, >> >> RT uses UTF8. In version prior to RT 3.8 you could have DB configured for >> latin1, but still data is UTF8. This is wrong and upgrade to RT 3.8 or >> newer corrects schema if properly performed. >> >> I don't understand what exactly is your problem. >> >> >> On Fri, Mar 16, 2012 at 17:41, Juanjo wrote: >> >>> Any help? >>> >>> El 15 de marzo de 2012 09:39, Juanjo escribi?: >>> >>> Hello Again. >>>> >>>> I?m trying to upgrade the old database to my new server database. >>>> >>>> And i have problems with the 1b point. >>>> >>>> 1b) Configure the new MySQL to use Latin1 as the default character >>>> set everywhere, not UTF-8. This is necessary so the import in >>>> the next step assumes the data is Latin1. >>>> >>>> Now i have this >>>> >>>> character set clientutf8 (Valor global)latin1 character set connection >>>> latin1 character set database latin1 character set filesystembinarycharacter set results >>>> utf8 (Valor global)latin1 character set serverlatin1 character set >>>> system utf8 >>>> And all the database tables or fields is in utf8_general_ci. >>>> >>>> Could you help me to make this database upgrade? >>>> >>>> Thanks. >>>> Kindest regards. >>>> >>> >>> >>> >>> -- >>> Un saludo. >>> Juanjo Corral >>> >> >> >> >> -- >> Best regards, Ruslan. >> > > > > -- > Un saludo. > Juanjo Corral > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Gaylen.Wong at usma.edu Thu Mar 22 17:00:31 2012 From: Gaylen.Wong at usma.edu (Wong, Gaylen K Mr CIV USA USMA) Date: Thu, 22 Mar 2012 17:00:31 -0400 Subject: [rt-users] Cannot Authenticate via Windows 2008 R2 Server Message-ID: <6757038BFDCD614DA5213272D1E1579808460F072F@USMASVGDOIM522.usma.ds.army.edu> 1. We are running a single RT 4(4.0.4) server on a Dell 760 Optiplex PC running RHEL 6.2 64-bit 2. We're using the RT-Authen-External-Auth version 0.10_01 3. We're using tls with a Windows 2008 R2 Active Directory server and also https with the clients. The RT server is using a DOD certificate which has a common root CA with the Windows server. The ldap bind user name and password has been verified. 4. Everything was working fine with our old Windows 2003 server until they replaced it with a Windows 2008 R2 Army Gold Master (AGM) server. An AGM version of an operating system is very strictly configured in terms of security. From that point on no one could log into the RT Server. In the httpd logs the following error is displayed: [Mon Mar 19 12:01:32 2012] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_LOCAL_ERROR 82 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:492) 5. If tls is not used then the login process is successful. However authentication traffic is in the clear. There is an apparent TLS incompatibility between the two machines but I'm not sure what it is. 6. HTTPS still continues to work between RT server and client machines but tls is still a problem. Any help would be appreciated. -------------- next part -------------- An HTML attachment was scrubbed... URL: From dallas at craigslist.org Thu Mar 22 17:41:39 2012 From: dallas at craigslist.org (Dallas Wisehaupt) Date: Thu, 22 Mar 2012 14:41:39 -0700 (PDT) Subject: [rt-users] Tickets created by email not picking up requestor after upgrade from 3.8.6 to 4.0.5 In-Reply-To: References: <20120322191300.GS898@jibsheet.com> Message-ID: On Thu, 22 Mar 2012, Dallas Wisehaupt wrote: > On Thu, 22 Mar 2012, Kevin Falcone wrote: > >> I've not encountered that behavior with rt-mailgate. We see it >> sometimes with misconfigured users and the SelfService interface. >> Can you show the history of a relevant ticket? You'll also want to >> review any custom Scrips or MailPlugins or other customizations. >> >> -kevin > [snip] > Where should I be looking for oddities on my user account? > > Dallas Aha! I found it. I had a queue set up for testing that was disbled and it had my address in for the Reply Address. This caused an error that was reported on the web interface when I attempted to create a ticket through the web interface. Removing that address from the queue fixed it up. Dallas From falcone at bestpractical.com Thu Mar 22 17:42:48 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 22 Mar 2012 17:42:48 -0400 Subject: [rt-users] Create a scrip in RT 4 In-Reply-To: <84E70F84D007E14BBD13A402719AF27C1590A3F5@SN2PRD0102MB153.prod.exchangelabs.com> References: <84E70F84D007E14BBD13A402719AF27C1590A3F5@SN2PRD0102MB153.prod.exchangelabs.com> Message-ID: <20120322214248.GT898@jibsheet.com> On Thu, Mar 22, 2012 at 08:58:57PM +0000, Howell, Van wrote: > I am very new to RT, We are running on RT 4.0.5 > I have OpenNMS setup to notify RT using the RT notification module in OpenNMS. It is working > great. > All of my OpenNMS notifications are created in a single queue called NMS. > I want to be able to redirect those tickets to different queues based on the subject line. > > I have no Idea what I am doing. > > Could someone help me with some sample code and how to implement it in RT4? > > Say for instance I receive a ticket from OpenNMS with the subject line that contains the words > "Paper Jam" > > I want this to go to my queue called "Printer/Copier/Scannner" I'd probably use http://search.cpan.org/~falcone/RT-Action-MoveQueueBySubject-0.01/ -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 Mar 22 17:44:48 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 22 Mar 2012 17:44:48 -0400 Subject: [rt-users] Tickets created by email not picking up requestor after upgrade from 3.8.6 to 4.0.5 In-Reply-To: References: <20120322191300.GS898@jibsheet.com> Message-ID: <20120322214448.GU898@jibsheet.com> On Thu, Mar 22, 2012 at 01:27:06PM -0700, Dallas Wisehaupt wrote: > On Thu, 22 Mar 2012, Kevin Falcone wrote: > > >I've not encountered that behavior with rt-mailgate. We see it > >sometimes with misconfigured users and the SelfService interface. > >Can you show the history of a relevant ticket? You'll also want to > >review any custom Scrips or MailPlugins or other customizations. > > > This is getting interesting. I have tested with a few different queues > and removed scrips and it looks like it may be associated with my user > account. > > If I send email (via pine or even direct SMTP to port 25) it won't set > me as the requestor. I have had a fellow user of same groups and > permissions test and he gets set as the requestor when doing the same > process. > > We are running a vanilla installation and have no additional plugins or > customizations that would be getting in the way. > > Where should I be looking for oddities on my user account? I'd still like to see some history logs about the ticket so we fully understand your error case. You can always turn the RT logs up to debug and see what's running. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From reg.bestpractical at posterus.com Thu Mar 22 20:27:48 2012 From: reg.bestpractical at posterus.com (Maciej Dobrzanski) Date: Fri, 23 Mar 2012 01:27:48 +0100 Subject: [rt-users] Fetching custom field id by a non-unique name Message-ID: <01c601cd088b$c69b1120$53d13360$@bestpractical@posterus.com> Hello, I created two custom fields called "Customer ID" - one is for Ticket object, while the other is for User. The name is not unique, but these are two different CFs with different identifiers. In a callback I need to figure out the appropriate field id depending on the context - whether a ticket or a user details are being displayed. However the normal interface does not really seem to allow that. In RT::CustomField, LoadByName() only takes field name and optionally also queue name/id(?). The effect is that LoadByName(Name => 'Customer ID') always loads the "first" CF it finds by the name 'Customer ID', which does not necessarily mean the right one. Is there any other way around it or do I really need to loop through all the CFs as RT::CustomFields comes with LimitToLookupType(), which might allow looping through RT::Queue-RT::Ticket or RT::User fields as needed. Maciek From falcone at bestpractical.com Thu Mar 22 22:47:04 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 22 Mar 2012 22:47:04 -0400 Subject: [rt-users] Fetching custom field id by a non-unique name In-Reply-To: <01c601cd088b$c69b1120$53d13360$@bestpractical@posterus.com> References: <01c601cd088b$c69b1120$53d13360$@bestpractical@posterus.com> Message-ID: <20120323024704.GV898@jibsheet.com> On Fri, Mar 23, 2012 at 01:27:48AM +0100, Maciej Dobrzanski wrote: > I created two custom fields called "Customer ID" - one is for Ticket object, > while the other is for User. The name is not unique, but these are two > different CFs with different identifiers. In a callback I need to figure out > the appropriate field id depending on the context - whether a ticket or a > user details are being displayed. However the normal interface does not > really seem to allow that. In RT::CustomField, LoadByName() only takes field > name and optionally also queue name/id(?). The effect is that > LoadByName(Name => 'Customer ID') always loads the "first" CF it finds by > the name 'Customer ID', which does not necessarily mean the right one. Is > there any other way around it or do I really need to loop through all the > CFs as RT::CustomFields comes with LimitToLookupType(), which might allow > looping through RT::Queue-RT::Ticket or RT::User fields as needed. There are a number of ways to do it. Make a custom fields collection, LimitToLookupType and also use Limit to limit on the Name. Call CustomFields on a Ticket or User object and then Limit that collection to a particular name. You can string multiple Limit calls together to build more complex queries. You can read more about the syntax in DBIx::SearchBuilder. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From dan.baines at zeninternet.co.uk Fri Mar 23 07:59:05 2012 From: dan.baines at zeninternet.co.uk (Dan Baines) Date: Fri, 23 Mar 2012 11:59:05 +0000 Subject: [rt-users] RT 3.8.8 - ParseNewMessageForTicketCcs & RTAddressRegexp issue Message-ID: <4F6C6589.6030505@zeninternet.co.uk> I had a quick scan back through the message-archive, but couldn't find anything that answers this issue fully: Have tried to get RT parsing new inbound emails and adding any CC'd addresses as TicketCC entries (excluding the queue address itself) working properly, to save time on manually adding CC'd addresses to each ticket, when required, but am having a few issues with getting it working properly. The parsing part seems to work OK, in that any new tickets emailed into a queue have the CC'd addresses added to the TicketCC field of the ticket. However, despite adding an RTAddressRegexp entry for the queue I was sending a ticket into (I tried it with regex and with the exact email-address of the queue), it still added the queue-address as a CC. Is there any extra config that needs to be added, to get this working properly, as I only had the ParseNewMessageForTicketCcs flag enabled, and then a few RTAddressRegexp entries to cover all of the RT queues? Regards, -- Dan Baines Systems Administrator Zen Internet -- Dan Baines Systems Administrator, Zen Internet T: 0845 058 9020 From van.howell at lcu.edu Fri Mar 23 10:02:40 2012 From: van.howell at lcu.edu (Howell, Van) Date: Fri, 23 Mar 2012 14:02:40 +0000 Subject: [rt-users] Create a scrip in RT 4 In-Reply-To: <20120322214248.GT898@jibsheet.com> References: <84E70F84D007E14BBD13A402719AF27C1590A3F5@SN2PRD0102MB153.prod.exchangelabs.com> <20120322214248.GT898@jibsheet.com> Message-ID: <84E70F84D007E14BBD13A402719AF27C1590AA0E@SN2PRD0102MB153.prod.exchangelabs.com> I installed the module you listed below according to the instructions on the cpan page. I'm getting this error on my browser now... mkdir /opt/rt4/var/mason_data/obj/3540243414: Permission denied at /usr/local/share/perl5/HTML/Mason/Compiler/ToObject.pm line 107 Van Howell System Administrator Lubbock Christian University -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, March 22, 2012 4:43 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Create a scrip in RT 4 On Thu, Mar 22, 2012 at 08:58:57PM +0000, Howell, Van wrote: > I am very new to RT, We are running on RT 4.0.5 > I have OpenNMS setup to notify RT using the RT notification module in OpenNMS. It is working > great. > All of my OpenNMS notifications are created in a single queue called NMS. > I want to be able to redirect those tickets to different queues based on the subject line. > > I have no Idea what I am doing. > > Could someone help me with some sample code and how to implement it in RT4? > > Say for instance I receive a ticket from OpenNMS with the subject line that contains the words > "Paper Jam" > > I want this to go to my queue called "Printer/Copier/Scannner" I'd probably use http://search.cpan.org/~falcone/RT-Action-MoveQueueBySubject-0.01/ -kevin From van.howell at lcu.edu Fri Mar 23 10:04:09 2012 From: van.howell at lcu.edu (Howell, Van) Date: Fri, 23 Mar 2012 14:04:09 +0000 Subject: [rt-users] Create a scrip in RT 4 In-Reply-To: <84E70F84D007E14BBD13A402719AF27C1590AA0E@SN2PRD0102MB153.prod.exchangelabs.com> References: <84E70F84D007E14BBD13A402719AF27C1590A3F5@SN2PRD0102MB153.prod.exchangelabs.com> <20120322214248.GT898@jibsheet.com> <84E70F84D007E14BBD13A402719AF27C1590AA0E@SN2PRD0102MB153.prod.exchangelabs.com> Message-ID: <84E70F84D007E14BBD13A402719AF27C1590AA23@SN2PRD0102MB153.prod.exchangelabs.com> Never mind, I checked the owner, obj was set to root. I changed it to apache and it works. Van Howell System Administrator Lubbock Christian University -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Howell, Van Sent: Friday, March 23, 2012 9:03 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Create a scrip in RT 4 I installed the module you listed below according to the instructions on the cpan page. I'm getting this error on my browser now... mkdir /opt/rt4/var/mason_data/obj/3540243414: Permission denied at /usr/local/share/perl5/HTML/Mason/Compiler/ToObject.pm line 107 Van Howell System Administrator Lubbock Christian University -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, March 22, 2012 4:43 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Create a scrip in RT 4 On Thu, Mar 22, 2012 at 08:58:57PM +0000, Howell, Van wrote: > I am very new to RT, We are running on RT 4.0.5 > I have OpenNMS setup to notify RT using the RT notification module in OpenNMS. It is working > great. > All of my OpenNMS notifications are created in a single queue called NMS. > I want to be able to redirect those tickets to different queues based on the subject line. > > I have no Idea what I am doing. > > Could someone help me with some sample code and how to implement it in RT4? > > Say for instance I receive a ticket from OpenNMS with the subject line that contains the words > "Paper Jam" > > I want this to go to my queue called "Printer/Copier/Scannner" I'd probably use http://search.cpan.org/~falcone/RT-Action-MoveQueueBySubject-0.01/ -kevin From van.howell at lcu.edu Fri Mar 23 11:01:20 2012 From: van.howell at lcu.edu (Howell, Van) Date: Fri, 23 Mar 2012 15:01:20 +0000 Subject: [rt-users] Create a scrip in RT 4 In-Reply-To: <20120322214248.GT898@jibsheet.com> References: <84E70F84D007E14BBD13A402719AF27C1590A3F5@SN2PRD0102MB153.prod.exchangelabs.com> <20120322214248.GT898@jibsheet.com> Message-ID: <84E70F84D007E14BBD13A402719AF27C1590AB92@SN2PRD0102MB153.prod.exchangelabs.com> Let me see if I understand how this custom action works. Do I edit the file /opt/rt4/local/plugins/RT-Action-MoveQueue By Subjec/Lib/RT/Action/MoveQueueBySubject.pm Changing ... Set(@MoveQueueBySubjectConditions, '^begin', 'Start', 'end$', 'Finale', ); To look for the string I want, like... Set(@MoveQueueBySubjectConditions, gr /Paper Jam/i ); I set the variable $queue to the queue I want it to go to? My $queue = 'Printer/Copier/Scanner' Or the queue number... My $queue = 6 Van Howell System Administrator Lubbock Christian University -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, March 22, 2012 4:43 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Create a scrip in RT 4 On Thu, Mar 22, 2012 at 08:58:57PM +0000, Howell, Van wrote: > I am very new to RT, We are running on RT 4.0.5 > I have OpenNMS setup to notify RT using the RT notification module in OpenNMS. It is working > great. > All of my OpenNMS notifications are created in a single queue called NMS. > I want to be able to redirect those tickets to different queues based on the subject line. > > I have no Idea what I am doing. > > Could someone help me with some sample code and how to implement it in RT4? > > Say for instance I receive a ticket from OpenNMS with the subject line that contains the words > "Paper Jam" > > I want this to go to my queue called "Printer/Copier/Scannner" I'd probably use http://search.cpan.org/~falcone/RT-Action-MoveQueueBySubject-0.01/ -kevin From paul.renney at logica.com Fri Mar 23 11:17:40 2012 From: paul.renney at logica.com (Renney, Paul) Date: Fri, 23 Mar 2012 15:17:40 +0000 Subject: [rt-users] Change Ticket Creation form for only one queue In-Reply-To: <20120313152924.GG33510@jibsheet.com> References: <75B96AD150AB22458B839B06503D354C01254D@SE-EX023.groupinfra.com>, <20120313152924.GG33510@jibsheet.com> Message-ID: <75B96AD150AB22458B839B06503D354C012A24@SE-EX023.groupinfra.com> Thanks for the reply. I now have a custom CreateAlt.html form I want RT to use instead of Create.html for one particular queue. I can see code in share/html/Elements/CreateTicket which selects the form to use when 'New Ticket in' queue is triggered. I have copied CreateTicket into local/html/Elements. I think this will make it be used rather than the original version in share. I assume I need a check in here to look at the ID of the queue and change the Create form to be used. If this is possible what would this code look like? I have made it (for now) try and use CreateAlt.html. I have my CreateAlt.html in local/html/Ticket. Does this seem right so far? I've restarted my webserver (clearing my Mason cache as well) and my changes don't appear to have any effect. The original Create.html is always used. Is this the easiest way to do this? Would using a callback be easier? I couldn't find the callback I need to use to change the Create.html being used. I spoke to my collegues about a standalone form using the REST interface but this suggestion has been rejected. Thanks, Paul ________________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] on behalf of Kevin Falcone [falcone at bestpractical.com] Sent: 13 March 2012 15:29 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Change Ticket Creation form for only one queue On Tue, Mar 13, 2012 at 10:31:34AM +0000, Renney, Paul wrote: > I've been asked if it's possible to change the 'look and feel' of the Create Ticket and Modify > Ticket forms for one particular queue. Care must be taken not to change any of the forms for > other queues, and only these forms must be changed. > > > > As well as the colour and font on the forms, there needs to be some bespoke Javascript > to guide the user input into certain fields, bespoke placements of fields into different > sections which become active at certain points and others. > > > > Is is possible in RT to have a bespoke ticket form for one queue? I think I can make these > changes for all queues by changing Create.html, and I've looked into doing it with a custom > theme. > > > > I am equally happy with a 'this isn't possible in RT', or a 'this is possible, here's > a suggestion how to do it' answer. We are using RT version 4.0.5. You can do it by clobbering Create.html and adding Queue checks, but that'll be an upgrade nightmare. I'd probably build my own custom form for those queues that submits tickets into RT, and keeps all the display logic separate. -kevin 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. From falcone at bestpractical.com Fri Mar 23 11:33:06 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 23 Mar 2012 11:33:06 -0400 Subject: [rt-users] Create a scrip in RT 4 In-Reply-To: <84E70F84D007E14BBD13A402719AF27C1590AB92@SN2PRD0102MB153.prod.exchangelabs.com> References: <84E70F84D007E14BBD13A402719AF27C1590A3F5@SN2PRD0102MB153.prod.exchangelabs.com> <20120322214248.GT898@jibsheet.com> <84E70F84D007E14BBD13A402719AF27C1590AB92@SN2PRD0102MB153.prod.exchangelabs.com> Message-ID: <20120323153306.GW898@jibsheet.com> On Fri, Mar 23, 2012 at 03:01:20PM +0000, Howell, Van wrote: > Let me see if I understand how this custom action works. > > Do I edit the file /opt/rt4/local/plugins/RT-Action-MoveQueue By Subjec/Lib/RT/Action/MoveQueueBySubject.pm No, do not edit that file. > Changing ... > Set(@MoveQueueBySubjectConditions, > '^begin', 'Start', > 'end$', 'Finale', > ); This is from the documentation, so changing it would never affect anything anyway. Also from the documentation: It is a list of regular expressions and queues. So looking back up at the example you quote, if the subject starts with begin, put this in the Start queue, if the subject ends with end, put it in the Finale queue. > To look for the string I want, like... > > Set(@MoveQueueBySubjectConditions, gr /Paper Jam/i ); > > I set the variable $queue to the queue I want it to go to? > > My $queue = 'Printer/Copier/Scanner' > > Or the queue number... > > My $queue = 6 A few things. The operator is qr// not gr//, but you don't use qr here, you just use a string, like the docs show. You put a simple regular expression in there and then put the queue name next. If it makes it easier for you to read, you can even write: Set( @MoveQueueBySubjectConditions, 'Paper Jam' => 'Printer/Copier/Scanner' ); If you need to be case insensitive, see the note in the docs about how to do that. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From van.howell at lcu.edu Fri Mar 23 12:00:24 2012 From: van.howell at lcu.edu (Howell, Van) Date: Fri, 23 Mar 2012 16:00:24 +0000 Subject: [rt-users] Create a scrip in RT 4 In-Reply-To: <20120323153306.GW898@jibsheet.com> References: <84E70F84D007E14BBD13A402719AF27C1590A3F5@SN2PRD0102MB153.prod.exchangelabs.com> <20120322214248.GT898@jibsheet.com> <84E70F84D007E14BBD13A402719AF27C1590AB92@SN2PRD0102MB153.prod.exchangelabs.com> <20120323153306.GW898@jibsheet.com> Message-ID: <84E70F84D007E14BBD13A402719AF27C1590D476@SN2PRD0102MB153.prod.exchangelabs.com> Where do I put this statement.... Set( @MoveQueueBySubjectConditions, 'Paper Jam' => 'Printer/Copier/Scanner' ); Van Howell System Administrator Lubbock Christian University -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, March 23, 2012 10:33 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Create a scrip in RT 4 On Fri, Mar 23, 2012 at 03:01:20PM +0000, Howell, Van wrote: > Let me see if I understand how this custom action works. > > Do I edit the file /opt/rt4/local/plugins/RT-Action-MoveQueue By > Subjec/Lib/RT/Action/MoveQueueBySubject.pm No, do not edit that file. > Changing ... > Set(@MoveQueueBySubjectConditions, > '^begin', 'Start', > 'end$', 'Finale', > ); This is from the documentation, so changing it would never affect anything anyway. Also from the documentation: It is a list of regular expressions and queues. So looking back up at the example you quote, if the subject starts with begin, put this in the Start queue, if the subject ends with end, put it in the Finale queue. > To look for the string I want, like... > > Set(@MoveQueueBySubjectConditions, gr /Paper Jam/i ); > > I set the variable $queue to the queue I want it to go to? > > My $queue = 'Printer/Copier/Scanner' > > Or the queue number... > > My $queue = 6 A few things. The operator is qr// not gr//, but you don't use qr here, you just use a string, like the docs show. You put a simple regular expression in there and then put the queue name next. If it makes it easier for you to read, you can even write: Set( @MoveQueueBySubjectConditions, 'Paper Jam' => 'Printer/Copier/Scanner' ); If you need to be case insensitive, see the note in the docs about how to do that. -kevin From gsomlo at gmail.com Fri Mar 23 12:05:49 2012 From: gsomlo at gmail.com (Gabriel L. Somlo) Date: Fri, 23 Mar 2012 12:05:49 -0400 Subject: [rt-users] data file syntax for rt-setup-database ? Message-ID: <20120323160547.GA5787@hedwig.ini.cmu.edu> I'm trying to "script" (or fully specify) a workflow using an 'initialdata'-like file that will be loaded into RT via 'rt-setup-database --action insert'. Looks something like this: @Queues = ( { Name => 'MyQueue', Description => 'Queue for my special workflow', }, ); @Groups = ( { Name => 'MyQueueAdmins', Description => 'Admins for my special queue', Domain => 'UserDefined', }, { Name => 'MyQueueWorkers', Description => 'Workers who will solve tickets from my queue', Domain => 'UserDefined', }, ); @ACL = ( { GroupDomain => 'SystemInternal', Queue => 'MyQueue', GroupType => 'Everyone', Right => 'CreateTicket', }, ... { GroupDomain => 'UserDefined', Queue => 'MyQueue', GroupId => 'MyQueueAdmins', Right => 'CommentOnTicket', }, ... ); Is there any way to specify that the MyQueueAdmins group should be an AdminCc watcher for MyQueue ? I.e., can I automate the following list of steps: Configuration -> Queues -> MyQueue -> Watchers -> > > > Also, can I specify existing privileged user names I'd like to be > members of any of my groups using this method ? > > Thanks, > --Gabriel > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Sat Mar 24 09:27:07 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 24 Mar 2012 17:27:07 +0400 Subject: [rt-users] Change Ticket Creation form for only one queue In-Reply-To: <75B96AD150AB22458B839B06503D354C012A24@SE-EX023.groupinfra.com> References: <75B96AD150AB22458B839B06503D354C01254D@SE-EX023.groupinfra.com> <20120313152924.GG33510@jibsheet.com> <75B96AD150AB22458B839B06503D354C012A24@SE-EX023.groupinfra.com> Message-ID: What you really want is Init callback in /Ticket/Create.html. In that callback you check queue and redirect if required. Ruslan from phone. 23.03.2012 19:33 ???????????? "Renney, Paul" ???????: > Thanks for the reply. I now have a custom CreateAlt.html form I want RT to > use instead of Create.html for one particular queue. > > I can see code in share/html/Elements/CreateTicket which selects the form > to use when 'New Ticket in' queue is triggered. > > I have copied CreateTicket into local/html/Elements. I think this will > make it be used rather than the original version in share. I assume I need > a check in here to look at the ID of the queue and change the Create form > to be used. If this is possible what would this code look like? I have made > it (for now) try and use CreateAlt.html. I have my CreateAlt.html in > local/html/Ticket. > > Does this seem right so far? I've restarted my webserver (clearing my > Mason cache as well) and my changes don't appear to have any effect. The > original Create.html is always used. > > Is this the easiest way to do this? Would using a callback be easier? I > couldn't find the callback I need to use to change the Create.html being > used. > > I spoke to my collegues about a standalone form using the REST interface > but this suggestion has been rejected. > > Thanks, > Paul > > > ________________________________________ > From: rt-users-bounces at lists.bestpractical.com [ > rt-users-bounces at lists.bestpractical.com] on behalf of Kevin Falcone [ > falcone at bestpractical.com] > Sent: 13 March 2012 15:29 > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Change Ticket Creation form for only one queue > > On Tue, Mar 13, 2012 at 10:31:34AM +0000, Renney, Paul wrote: > > I've been asked if it's possible to change the 'look and feel' of the > Create Ticket and Modify > > Ticket forms for one particular queue. Care must be taken not to > change any of the forms for > > other queues, and only these forms must be changed. > > > > > > > > As well as the colour and font on the forms, there needs to be some > bespoke Javascript > > to guide the user input into certain fields, bespoke placements of > fields into different > > sections which become active at certain points and others. > > > > > > > > Is is possible in RT to have a bespoke ticket form for one queue? I > think I can make these > > changes for all queues by changing Create.html, and I've looked into > doing it with a custom > > theme. > > > > > > > > I am equally happy with a 'this isn't possible in RT', or a 'this is > possible, here's > > a suggestion how to do it' answer. We are using RT version 4.0.5. > > You can do it by clobbering Create.html and adding Queue checks, but > that'll be an upgrade nightmare. > > I'd probably build my own custom form for those queues that submits > tickets into RT, and keeps all the display logic separate. > > -kevin > > 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 mslehto at iki.fi Sun Mar 25 19:07:19 2012 From: mslehto at iki.fi (Mikko Lehto) Date: Mon, 26 Mar 2012 02:07:19 +0300 Subject: [rt-users] Problem with \@Actions array and custom callback Message-ID: <20120325230719.GW5601@lakka.kapsi.fi> Hello everybody. I am not able to see messages in web UI that are pushed from my callback. I am running RT 4.0.1 from Ubuntu 11.10 package. Below is minimal callback routine which demonstrates the problem (/usr/local/share/request-tracker4/html/Callbacks/Test/Ticket/Display.html/ProcessArguments): --- % foreach my $action (@Actions) { % $RT::Logger->info("ProcessArguments foreach: $action"); % } <%INIT> $RT::Logger->info("ProcessArguments INIT"); my $msg="result OK"; push(@Actions, $msg); <%ARGS> $Ticket => undef %ARGSRef => undef @Actions => undef --- With the above callback I get nothing in web UI notification area, allthough syslog shows callback has been visited: --- [Sun Mar 25 21:45:56 2012] [info]: ProcessArguments INIT (/usr/local/share/request-tracker4/html/Callbacks/Test/Ticket/Display.html/ProcessArguments:6) [Sun Mar 25 21:45:56 2012] [info]: ProcessArguments foreach: result OK (/usr/local/share/request-tracker4/html/Callbacks/Test/Ticket/Display.html/ProcessArguments:2) --- Standard RT notifications work as expected (add reminder or update 'Told' in Display.html). I checked list archives and masonbook.com? but can not find anything anymore to help troubleshoot forward. Any pointers what I might be doing wrong? [1] http://www.masonbook.com/book/chapter-2.mhtml#TOC-ANCHOR-14 -- Mikko Lehto From ruz at bestpractical.com Mon Mar 26 05:49:27 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 26 Mar 2012 13:49:27 +0400 Subject: [rt-users] Problem with \@Actions array and custom callback In-Reply-To: <20120325230719.GW5601@lakka.kapsi.fi> References: <20120325230719.GW5601@lakka.kapsi.fi> Message-ID: On Mon, Mar 26, 2012 at 03:07, Mikko Lehto wrote: > Hello everybody. > > I am not able to see messages in web UI that are pushed from my callback. > I am running RT 4.0.1 from Ubuntu 11.10 package. > > Below is minimal callback routine which demonstrates the problem > (/usr/local/share/request-tracker4/html/Callbacks/Test/Ticket/Display.html/ProcessArguments): > --- > % foreach my $action (@Actions) { > % $RT::Logger->info("ProcessArguments foreach: $action"); > % } > > <%INIT> > $RT::Logger->info("ProcessArguments INIT"); > my $msg="result OK"; > push(@Actions, $msg); > > > <%ARGS> > ?$Ticket => undef > ?%ARGSRef => undef > ?@Actions => undef > You should defined @Actions argument as $Actions => []. In your code Mason binds array ref to array where it looses to connection the reference, so you just work with a copy. To access array via reference you the following constructions: push @$Actions,... $Actions->[1] ... > --- > > With the above callback I get nothing in web UI notification area, allthough > syslog shows callback has been visited: > --- > [Sun Mar 25 21:45:56 2012] [info]: ProcessArguments INIT > (/usr/local/share/request-tracker4/html/Callbacks/Test/Ticket/Display.html/ProcessArguments:6) > [Sun Mar 25 21:45:56 2012] [info]: ProcessArguments foreach: result OK > (/usr/local/share/request-tracker4/html/Callbacks/Test/Ticket/Display.html/ProcessArguments:2) > --- > > Standard RT notifications work as expected (add reminder or update > 'Told' in Display.html). > I checked list archives and masonbook.com? but can not find > anything anymore to help troubleshoot forward. > > Any pointers what I might be doing wrong? > > [1] > http://www.masonbook.com/book/chapter-2.mhtml#TOC-ANCHOR-14 > > -- > Mikko Lehto -- Best regards, Ruslan. From falcone at bestpractical.com Mon Mar 26 09:45:30 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 26 Mar 2012 09:45:30 -0400 Subject: [rt-users] RT External Authen/LDAP import with AD user names as numeric In-Reply-To: References: Message-ID: <20120326134530.GZ898@jibsheet.com> On Sat, Mar 24, 2012 at 03:59:27PM +0530, Murugan wrote: > I am new to RT and installed RT4.05 in Ubuntu 11.10 with RT External authentication.Active > Directory users whose login ID is numeric(say 0001234 which will be their employee id ) cannot > log in in RT(user names not created in RT). > All others whose AD Login ID are alphabet/alphanumeric(like b001) can log in (user name > created in RT). > I tried LDAP import also and it fails fails with messages like > [warning]: Skipping user '0003503', as it is numeric > (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:969) > > Is there any way to authenticate or import users from LDAP without changing AD user names? If you search the list archives, you'll find people who've hacked up RT-Authen-ExternalAuth or LDAPImporter to handle number usernames by prefixing a string. RT does not allow numeric usernames, so this is a required workaround. I don't think we've received a patch to make that feature core in RT-Authen-ExternalAuth or the LDAPImporter. -kevin > This is my RT External Auth Config file > > Set($ExternalAuthPriority, [ 'My_LDAP' ] ); > Set($ExternalInfoPriority, [ 'My_LDAP' ] ); > Set($ExternalServiceUsesSSLorTLS, 0); > Set($AutoCreateNonExternalUsers, 0); > > Set($ExternalSettings, { > 'My_LDAP' => { > > 'type' => 'ldap', > 'server' => '[1]serverr.domain.com', > 'user' => 'cn=RT,ou=ouname,dc=example,dc=com', > 'pass' => 'Welcome123', > 'base' => 'dc=example,dc=com', > > 'filter' => '(&(ObjectCategory=User)(ObjectClass=Person))', > 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', > > 'tls' => 0, > # 'ssl_version' => 3, > > 'net_ldap_args' => [ version => 3 ], > # 'group' => 'cn=RT Users,dc=sps,dc=co,dc=in', > # 'group_attr' => 'member', > > 'attr_match_list' => [ 'Name','EmailAddress' ], > 'attr_map' => { 'Name' => 'sAMAccountName', > 'EmailAddress' => 'mail', > 'Organization' => 'physicalDeliveryOfficeName', > 'RealName' => 'cn', > 'ExternalAuthId' => 'AMAccountName', > 'Gecos' => 'sAMAccountName', > 'WorkPhone' => 'telephoneNumber', > 'Address1' => 'streetAddress', > 'City' => 'l', > 'State' => 'st', > 'Zip' => 'postalCode', > 'Country' => 'co' > } > > In RT_Site Config.PM > > Set(@Plugins, qw(RT::Authen::ExternalAuth > RTx::Calendar > RT::Extension::JSGantt > RT::Extension::QuickCalls > RT::Extension::SLA > RTx::TicketlistTransactions > RT::Extension::Utils > RTx::WorkflowBuilder > RT::Extension::NotifyOwners)); > > require "/opt/rt4/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm"; > Set($AutoCreate, {Privileged => 1}); > > Am i missing something ? > > Regards > Murugan > > References > > Visible links > 1. http://serverr.domain.com/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From huston at astro.princeton.edu Mon Mar 26 10:38:51 2012 From: huston at astro.princeton.edu (Steve Huston) Date: Mon, 26 Mar 2012 10:38:51 -0400 Subject: [rt-users] RT-Authen-ExternalAuth usage & questions In-Reply-To: <4F6B8725.5020004@astro.princeton.edu> References: <4F6B8725.5020004@astro.princeton.edu> Message-ID: <4F707F7B.5080603@astro.princeton.edu> I hate to be "that guy" (top posting, reposting.. how many more taboos can I break!) However, I'm hoping a Monday-morning post will get better attention than a Thursday evening one. Anyone have ideas on the below? Thanks! On 3/22/12 4:10 PM, Steve Huston wrote: > I'm in the process of setting up a new RT instance which is going to be > used differently than the one I've been running for many years now. > Previously I only cared about the web interface for administrators, but > now it's desired to have web access for all users. > > We use a CAS-enabled virtualhost (so RT uses the REMOTE_USER varaible > with external authentication). This means a user logging in will have a > username such as 'huston'. However if they send an email, it would be > 'huston at princeton.edu', so there's the possibility of having two users > created. OK, I need something that populates fields from LDAP. I found > a few ways to do this, but it looks like the "not outdated" method is > the aforementioned extension. I've downloaded it and am looking through > things, but I have some questions for people more intimately in tune > with the code: > > 1) Can I run this extension and continue to use the Apache-based > authentication, relying on ExternalAuth just for the LDAP glue? > > 2) Did I see right that any time a user logs in, this extension will > poll LDAP to see if their information matches what's in the RT user > database and updates accordingly? > > 3) Will the extension care if a user doesn't exist? We may have people > sending in emails that do not have an account in the LDAP server, and > this should be allowed - we will want an account autocreated just as it > is currently. > > 4) Will the extension poll LDAP on an incoming email, properly creating > the user account if it doesn't exist with the right UID returned from > the lookup? Or does this only work when logging in through the web > interface? > > 5) If a user is "created" as a watcher - say someone in the web > interface adds an email address as a CC to a ticket - will ExternalAuth > be hooked to look up that user's information in LDAP and populate the > uid & realname fields? > > Thanks! > -- Steve Huston - W2SRH - Unix Sysadmin, Astrophysical Sci & CSES/PICSciE Princeton University | ICBM Address: 40.346525 -74.651285 206 Peyton Hall |"On my ship, the Rocinante, wheeling through Princeton, NJ 08544 | the galaxies; headed for the heart of Cygnus, (267) 793-0852 | headlong into mystery." -Rush, 'Cygnus X-1' From jra at baylink.com Mon Mar 26 10:51:43 2012 From: jra at baylink.com (Jay Ashworth) Date: Mon, 26 Mar 2012 10:51:43 -0400 (EDT) Subject: [rt-users] Buildind rt4 while logged in as an AD user In-Reply-To: <9632309.7997.1332538278387.JavaMail.root@benjamin.baylink.com> Message-ID: <25997031.8327.1332773503401.JavaMail.root@benjamin.baylink.com> ----- Original Message ----- > From: "Jay Ashworth" > And I additionally get a zillion errors like: > > Email::Address ...MISSING > Can't locate Email/Address.pm in @INC (@INC contains: > /usr/lib/perl5/site_perl/5.12.1/i586-linux-thread-multi > /usr/lib/perl5/site_perl/5.12.1 > /usr/lib/perl5/vendor_perl/5.12.1/i586-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.12.1 > /usr/lib/perl5/5.12.1/i586-linux-thread-multi /usr/lib/perl5/5.12.1 > /appl/rt-4.0.5) > > Followed at the end by: > > make: *** [testdeps] Error 1 > > when I run make testdeps. > > It's clear I don't have all the perl I should, but I thought that was > testdeps' job to tell me. :-) Ok, that was stupid. That *was* testdeps telling me, clearly. Fixdeps is cleaning up (most, if not all) of that, but the first part of my inquiry stands: it appears that the build scripts do not expect that the user and group names may contain non-magic backslashes and spaces, as will be the case on a machine where authentication is provided by AD/Samba; can anyone confirm or deny? Cheers, -- jra -- Jay R. Ashworth Baylink jra at baylink.com Designer The Things I Think RFC 2100 Ashworth & Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274 From alberto.villanueva at altran.es Mon Mar 26 11:53:16 2012 From: alberto.villanueva at altran.es (Alberto Villanueva) Date: Mon, 26 Mar 2012 17:53:16 +0200 Subject: [rt-users] View as HTML Message-ID: <4F7090EC.7090808@altran.es> Hi all, I have used next contribution ("AddHistoryToMail" [1]) and it runs perfectly :-) My users' problem they don't want to see html code. In the correspond mail appears: "acentuación". I have commented next line but the problem appears already. "$content =~ s/<(([^ >]|\n)*)>//g; # strip HTML tags from text/html" Do you know how I could resolve this? [1]: http://requesttracker.wikia.com/wiki/AddTicketHistoryToMail Best regards, -- Alberto Villanueva Industria ______________________________________ C/Campezo, 1, Edificio 1 28022 Madrid, Spain Tel : + 34 91 550 41 00 Fax: + 34 91 415 61 53 www.altran.es www.altran360.es Antes de imprimir este mensaje, aseg?rate de que es necesario. Proteger el medio ambiente est? tambi?n en tu mano. En cumplimiento de la Ley Org?nica 15/1999, con fecha 13 de diciembre, de Protecci?n de Datos de Car?cter Personal, y la Ley 34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la Informaci?n y de comercio electr?nico, le comunicamos que su direcci?n de correo electr?nico forma parte de un fichero del que es responsable Altran Espa?a, y que garantiza la confidencialidad y seguridad de sus datos. Tiene usted derecho al acceso, rectificaci?n y cancelaci?n de sus datos en los t?rminos establecidos en la Ley Org?nica 15/1999 de Protecci?n de Datos de Car?cter Personal y dem?s normativa concordante, dirigi?ndose a nuestra direcci?n anteriormente se?alada o por medio de correo electr?nico: comunicacion at altran.es. AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, est? dirigido a su destinatario y es confidencial. Cualquier distribuci?n, uso o reproducci?n sin consentimiento del remitente est? estrictamente prohibido. Si ha recibido este mensaje por error, por favor proceda a ponerlo en conocimiento del remitente por e-mail y a borrarlo de su sistema sin realizar copias. From ptomblin at xcski.com Mon Mar 26 14:04:46 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Mon, 26 Mar 2012 14:04:46 -0400 Subject: [rt-users] Is it possible to do a table join in a query? Message-ID: I would like to put a group name into a custom field, and then see only the tickets in a certain queue where that group is a group that I belong to. I know how to do this from pgsql: select t.* from tickets t join queues q on t.queue = q.id join objectcustomfieldvalues ocfv on objecttype = 'RT::Ticket' and objectid = t.id join customfields on customfields.id = ocfv.customfield join groups on groups.name = ocfv.content join groupmembers on groupmembers.groupid = groups.id where q.name = 'rtqueue1' and customfields.name = 'group_assigned' and groupmembers.memberid = 24 and t.disabled = 0 and q.disabled = 0 and ocfv.disabled = 0; but is it possible to do this sort of thing in a custom query? -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From jra at baylink.com Mon Mar 26 16:44:48 2012 From: jra at baylink.com (Jay Ashworth) Date: Mon, 26 Mar 2012 16:44:48 -0400 (EDT) Subject: [rt-users] Folo: Building rt4 while logged in as an AD user In-Reply-To: <25997031.8327.1332773503401.JavaMail.root@benjamin.baylink.com> Message-ID: <32209899.8419.1332794688312.JavaMail.root@benjamin.baylink.com> ----- Original Message ----- > From: "Jay Ashworth" > Ok, that was stupid. That *was* testdeps telling me, clearly. Fixdeps > is cleaning up (most, if not all) of that, It was; everything is installed now. > but the first part of my inquiry > stands: it appears that the build scripts do not expect that the user > and group names may contain non-magic backslashes and spaces, as will be > the case on a machine where authentication is provided by AD/Samba; > can anyone confirm or deny? In addition to: users: rt group (GETMOTIVATEDdomain) ...MISSING bin owner (GETMOTIVATEDjay.ashworth) ...MISSING libs owner (GETMOTIVATEDjay.ashworth) ...MISSING libs group (GETMOTIVATEDdomain) ...MISSING web owner (GETMOTIVATEDjay.ashworth) ...MISSING web group (GETMOTIVATEDdomain) ...MISSING I now get, at the end: /usr/bin/install -c -m 0755 -o GETMOTIVATED\jay.ashworth -g GETMOTIVATED\domain -d /appl/rt405/etc /usr/bin/install: invalid user `GETMOTIVATEDjay.ashworth' make: *** [config-install] Error 1 It's relatively clear to me that the build machinery does *not* contemplate usernames which contain spaces and backslashes, as winbind usernames and group names will -- and probably not ones which don't exist on the local machine, either. I'm not sure what's the best approach to this; I'm probably not competent to implement a global solution, suitable for a patch; I'm at the edge of my skillset working in that environment myself. Suggestions? Cheers, -- jra -- Jay R. Ashworth Baylink jra at baylink.com Designer The Things I Think RFC 2100 Ashworth & Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274 From trs at bestpractical.com Mon Mar 26 16:52:11 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 26 Mar 2012 16:52:11 -0400 Subject: [rt-users] Buildind rt4 while logged in as an AD user In-Reply-To: <9632309.7997.1332538278387.JavaMail.root@benjamin.baylink.com> References: <9632309.7997.1332538278387.JavaMail.root@benjamin.baylink.com> Message-ID: <4F70D6FB.6020809@bestpractical.com> On 03/23/2012 05:31 PM, Jay Ashworth wrote: > GETMOTIVATED\jay.ashworth at gmtpa-xen0:/appl/rt-4.0.5> cat ./build > ./configure \ > --prefix=/appl/rt405 \ > --enable-graphviz \ > --enable-gd \ > --enable-ssl-mailgate \ > --with-web-handler=modperl2 \ > --with-db-type=mysql \ > --with-db-dba=root \ > --with-db-database=rt4_test \ > --with-db-rt-user=rt_user \ > --with-db-rt-pass=rt_pass \ > --with-web-user=wwwrun \ > --with-web-group=www \ > --with-rt-group=rt \ > --with-my-user-group If you're setting up a development RT instance on your own machine, --with-my-user-group makes sense. If you're setting up on a production box or a testing server for a production box, you shouldn't use --with-my-user-group. It especially doesn't make sense to specify --with-my-user-group alongside --with-web-user, --with-web-group, and --with-rt-group since --with-my-user-group overrides them. > It's relatively clear to me that the build machinery does *not* contemplate > usernames which contain spaces and backslashes, as winbind usernames and > group names will -- and probably not ones which don't exist on the local > machine, either. This doesn't surprise me, as the parameters aren't quoted so the shell eats backslashes. If you remove the --with-my-user-group option from your configure, you'll actually start using wwwrun, www, and rt as you specify in the other configure options. Thomas From jra at baylink.com Mon Mar 26 17:11:56 2012 From: jra at baylink.com (Jay Ashworth) Date: Mon, 26 Mar 2012 17:11:56 -0400 (EDT) Subject: [rt-users] Buildind rt4 while logged in as an AD user In-Reply-To: <4F70D6FB.6020809@bestpractical.com> Message-ID: <6772440.8437.1332796316586.JavaMail.root@benjamin.baylink.com> ----- Original Message ----- > From: "Thomas Sibley" > > --with-my-user-group > > If you're setting up a development RT instance on your own machine, > --with-my-user-group makes sense. If you're setting up on a production > box or a testing server for a production box, you shouldn't use > --with-my-user-group. It especially doesn't make sense to specify > --with-my-user-group alongside --with-web-user, --with-web-group, and > --with-rt-group since --with-my-user-group overrides them. Got it. > > It's relatively clear to me that the build machinery does *not* contemplate > > usernames which contain spaces and backslashes, as winbind usernames and > > group names will -- and probably not ones which don't exist on the local > > machine, either. > > This doesn't surprise me, as the parameters aren't quoted so the shell > eats backslashes. If you remove the --with-my-user-group option from > your configure, you'll actually start using wwwrun, www, and rt as you > specify in the other configure options. And I modified the Makefile.in to: # This is the group that all of the installed files will be chgrp'ed to. RTGROUP = "@RTGROUP@" # User which should own rt binaries. BIN_OWNER = "@BIN_OWNER@" # User that should own all of RT's libraries, generally root. LIBS_OWNER = "@LIBS_OWNER@" # Group that should own all of RT's libraries, generally root. LIBS_GROUP = "@LIBS_GROUP@" WEB_USER = "@WEB_USER@" WEB_GROUP = "@WEB_GROUP@" Which seems to have mostly-fixed that problem, though I'm not sure whether it's enough. I am, though, suddenly being nattered at about FCGI prereqs, which I wasn't before, and which I don't expect to, since I specified modperl2 as my handler. It'd be real odd if that wasn't because of my changes, though I can't imagine why they might be connected. Syntax coloring suggests that I didn't miss any close-quotes, though. Thanks, Thomas. Cheers, -- -- Jay R. Ashworth Baylink jra at baylink.com Designer The Things I Think RFC 2100 Ashworth & Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274 From jra at baylink.com Mon Mar 26 17:13:38 2012 From: jra at baylink.com (Jay Ashworth) Date: Mon, 26 Mar 2012 17:13:38 -0400 (EDT) Subject: [rt-users] Buildind rt4 while logged in as an AD user In-Reply-To: <6772440.8437.1332796316586.JavaMail.root@benjamin.baylink.com> Message-ID: <7407490.8439.1332796418587.JavaMail.root@benjamin.baylink.com> ----- Original Message ----- > From: "Jay Ashworth" > I am, though, suddenly being nattered at about FCGI prereqs, which I wasn't > before, and which I don't expect to, since I specified modperl2 as my handler. > > It'd be real odd if that wasn't because of my changes, though I can't imagine > why they might be connected. Syntax coloring suggests that I didn't miss any > close-quotes, though. My, but I'm having a bad week. I ran configure by hand, instead of from my build script. Cheers, -- jra -- Jay R. Ashworth Baylink jra at baylink.com Designer The Things I Think RFC 2100 Ashworth & Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274 From juanjillo at gmail.com Tue Mar 27 02:38:04 2012 From: juanjillo at gmail.com (Juanjo) Date: Tue, 27 Mar 2012 08:38:04 +0200 Subject: [rt-users] Error Condition Unimplemented in RT::Handle migration from 3.6.5 to 4.0.5 database In-Reply-To: References: <20120321004003.GO898@jibsheet.com> Message-ID: I still can?t upgrade in the Centos Server. I have to install two Ubuntu servers. One with the 3.8 Version and one with 4.0.1 version (with APT). And make and upgrade per version, Dump the original database and import to ubuntu, for migrate to 3.8.10. Dump and migrate to version 4.0.1 and so the last migration to the centos to reward at 4.0.5 :( a lot of job and hours of restrore innodb tables, or changing all tables form myisam to innodb. Any help with this problem. El 21 de marzo de 2012 08:58, Juanjo escribi?: > My Database name is RT3. > > Execute the order to upgrade 3.7.19 and get this: > > Working with: > Type: mysql > Host: localhost > Name: rt3 > User: rt_user > DBA: root > [Wed Mar 21 07:57:27 2012] [debug]: RT's GnuPG libraries couldn't > successfully read your configured GnuPG home directory > (/opt/rt4/var/data/gpg). PGP support has been disabled > (/opt/rt4/sbin/../lib/RT/Config.pm:595) > [Wed Mar 21 07:57:27 2012] [debug]: The RTAddressRegexp option is not set > in the config. Not setting this option results in additional SQL queries to > check whether each address belongs to RT or not. It is especially important > to set this option if RT recieves emails on addresses that are not in the > database or config. (/opt/rt4/sbin/../lib/RT/Config.pm:454) > Now inserting data. > [Wed Mar 21 07:57:27 2012] [debug]: Going to load > 'etc/upgrade/3.7.19/content' data file > (/opt/rt4/sbin/../lib/RT/Handle.pm:759) > Couldn't finish 'insert' step. > > ERROR: Couldn't load data from 'etc/upgrade/3.7.19/content' for import: > > ERROR:RT::Scrip::Condition Unimplemented in RT::Handle. > (etc/upgrade/3.7.19/content line 27) > Compilation failed in require at /opt/rt4/sbin/../lib/RT/Handle.pm line > 760. > > > > > > > My script table, i don?t know if i can post and attacchment. so i paste > the SQL > > > > > > > -- phpMyAdmin SQL Dump > -- version 3.4.9 > -- http://www.phpmyadmin.net > -- > -- Servidor: localhost > -- Tiempo de generaci?n: 21-03-2012 a las 08:53:29 > -- Versi?n del servidor: 5.5.21 > -- Versi?n de PHP: 5.3.10 > > SET SQL_MODE="NO_AUTO_VALUE_ON_ZERO"; > SET time_zone = "+00:00"; > > > /*!40101 SET @OLD_CHARACTER_SET_CLIENT=@@CHARACTER_SET_CLIENT */; > /*!40101 SET @OLD_CHARACTER_SET_RESULTS=@@CHARACTER_SET_RESULTS */; > /*!40101 SET @OLD_COLLATION_CONNECTION=@@COLLATION_CONNECTION */; > /*!40101 SET NAMES utf8 */; > > -- > -- Base de datos: `rt3` > -- > > -- -------------------------------------------------------- > > -- > -- Estructura de tabla para la tabla `Scrips` > -- > > CREATE TABLE IF NOT EXISTS `Scrips` ( > `id` int(11) NOT NULL AUTO_INCREMENT, > `Description` varchar(255) DEFAULT NULL, > `ScripCondition` int(11) NOT NULL DEFAULT '0', > `ScripAction` int(11) NOT NULL DEFAULT '0', > `ConditionRules` text, > `ActionRules` text, > `CustomIsApplicableCode` text, > `CustomPrepareCode` text, > `CustomCommitCode` text, > `Stage` varchar(32) DEFAULT NULL, > `Queue` int(11) NOT NULL DEFAULT '0', > `Template` int(11) NOT NULL DEFAULT '0', > `Creator` int(11) NOT NULL DEFAULT '0', > `Created` datetime DEFAULT NULL, > `LastUpdatedBy` int(11) NOT NULL DEFAULT '0', > `LastUpdated` datetime DEFAULT NULL, > PRIMARY KEY (`id`) > ) ENGINE=InnoDB DEFAULT CHARSET=latin1 AUTO_INCREMENT=24 ; > > -- > -- Volcado de datos para la tabla `Scrips` > -- > > INSERT INTO `Scrips` (`id`, `Description`, `ScripCondition`, > `ScripAction`, `ConditionRules`, `ActionRules`, `CustomIsApplicableCode`, > `CustomPrepareCode`, `CustomCommitCode`, `Stage`, `Queue`, `Template`, > `Creator`, `Created`, `LastUpdatedBy`, `LastUpdated`) VALUES > (1, 'On Correspond Open Tickets', 3, 17, NULL, NULL, NULL, NULL, NULL, > 'TransactionCreate', 0, 1, 1, '2007-11-05 15:40:29', 1, '2007-11-05 > 15:40:29'), > (2, 'On Owner Change Notify Owner', 7, 4, NULL, NULL, NULL, NULL, NULL, > 'TransactionCreate', 0, 16, 1, '2007-11-05 15:40:29', 1, '2007-11-05 > 15:40:29'), > (3, 'On Create Autoreply', 1, 1, NULL, NULL, NULL, NULL, NULL, > 'TransactionCreate', 0, 13, 1, '2007-11-05 15:40:29', 1, '2007-11-05 > 15:40:29'), > (4, 'On Create Notify AdminCcs', 1, 8, NULL, NULL, NULL, NULL, NULL, > 'TransactionCreate', 0, 3, 1, '2007-11-05 15:40:29', 1, '2007-11-05 > 15:40:29'), > (5, 'On Correspond Notify AdminCcs', 3, 8, NULL, NULL, NULL, NULL, NULL, > 'TransactionCreate', 0, 4, 1, '2007-11-05 15:40:29', 1, '2007-11-05 > 15:40:29'), > (6, 'On Correspond Notify Requestors and Ccs', 3, 10, NULL, NULL, NULL, > NULL, NULL, 'TransactionCreate', 0, 5, 1, '2007-11-05 15:40:29', 1, > '2007-11-05 15:40:29'), > (7, 'On Correspond Notify Other Recipients', 3, 14, NULL, NULL, NULL, > NULL, NULL, 'TransactionCreate', 0, 5, 1, '2007-11-05 15:40:29', 1, > '2007-11-05 15:40:29'), > (8, 'On Comment Notify AdminCcs as Comment', 4, 7, NULL, NULL, NULL, NULL, > NULL, 'TransactionCreate', 0, 6, 1, '2007-11-05 15:40:29', 1, '2007-11-05 > 15:40:29'), > (9, 'On Comment Notify Other Recipients as Comment', 4, 13, NULL, NULL, > NULL, NULL, NULL, 'TransactionCreate', 0, 5, 1, '2007-11-05 15:40:29', 1, > '2007-11-05 15:40:29'), > (10, NULL, 0, 2, NULL, NULL, NULL, NULL, NULL, 'TransactionCreate', 0, 8, > 1, '2007-11-05 15:40:29', 1, '2007-11-05 15:40:29'), > (11, 'When an approval ticket is created, notify the Owner and AdminCc of > the item awaiting their approval', 10, 4, NULL, NULL, '\n > $self->TicketObj->Type eq ''approval'' and\n > $self->TransactionObj->Field eq ''Status'' and\n > $self->TransactionObj->NewValue eq ''open'' and\n eval { > $T::Approving = ($self->TicketObj->AllDependedOnBy( Type => ''ticket'' > ))[0] }\n ', NULL, NULL, 'TransactionCreate', 2, 9, 1, '2007-11-05 > 15:40:29', 1, '2007-11-05 15:40:29'), > (12, 'If an approval is rejected, reject the original and delete pending > approvals', 5, 15, NULL, NULL, NULL, '\n# > ------------------------------------------------------------------- > #\nreturn(0) unless ( lc($self->TransactionObj->NewValue) eq "rejected" > or\n lc($self->TransactionObj->NewValue) eq "deleted" > );\n\nmy $rejected = 0;\nmy $links = > $self->TicketObj->DependedOnBy;\nforeach my $link (@{ $links->ItemsArrayRef > }) {\n my $obj = $link->BaseObj;\n if > ($obj->QueueObj->IsActiveStatus($obj->Status)) {\n if ($obj->Type eq > ''ticket'') {\n $obj->Comment(\n Content => > $self->loc("Your request was rejected."),\n );\n > $obj->SetStatus(\n Status => ''rejected'',\n Force => > 1,\n );\n\n $T::Approval = $self->TicketObj; # so we can > access it inside templates\n $self->{TicketObj} = $obj; # we want > the original id in the token line\n $rejected = 1;\n }\n else > {\n $obj->SetStatus(\n Status => ''deleted'',\n > Force => 1,\n );\n }\n }\n}\n\n$links = > $self->TicketObj->DependsOn;\nforeach my $link (@{ $links->ItemsArrayRef }) > {\n my $obj = $link->TargetObj;\n if > ($obj->QueueObj->IsActiveStatus($obj->Status)) {\n $obj->SetStatus(\n > Status => ''deleted'',\n Force => 1,\n );\n > }\n}\n\n# Now magically turn myself into a Requestor Notify > object...\nrequire RT::Action::Notify; bless($self, > ''RT::Action::Notify'');\n$self->{Argument} = ''Requestor''; > $self->Prepare;\n\nreturn $rejected;\n# > ------------------------------------------------------------------- #\n > ', '"never needed"', 'TransactionCreate', 2, 12, 1, '2007-11-05 15:40:29', > 1, '2007-11-05 15:40:29'), > (13, 'When a ticket has been approved by any approver, add correspondence > to the original ticket', 9, 15, NULL, NULL, NULL, '\n# > ------------------------------------------------------------------- > #\nreturn(0) unless ($self->TicketObj->Type eq ''approval'');\n\nmy > $note;\nmy $t = $self->TicketObj->Transactions;\nwhile (my $o = $t->Next) > {\n $note .= $o->Content . "\\n" if $o->ContentObj\n and > $o->Content !~ /Default Approval/;\n}\n\nforeach my $obj > ($self->TicketObj->AllDependedOnBy( Type => ''ticket'' )) {\n > $obj->Comment(\n Content => $self->loc( "Your request has been approved > by [_1]. Other approvals may still be pending.", # loc\n > $self->TransactionObj->CreatorObj->Name,\n ) . "\\n" . $self->loc( > "Approver''s notes: [_1]", # loc\n $note\n ),\n );\n > $T::Approval = $self->TicketObj; # so we can access it inside > templates\n $self->{TicketObj} = $obj; # we want the original id in the > token line\n}\n\n# Now magically turn myself into a Requestor Notify > object...\nrequire RT::Action::Notify; bless($self, > ''RT::Action::Notify'');\n$self->{Argument} = ''Requestor''; > $self->Prepare;\n\nreturn 1;\n# > ------------------------------------------------------------------- #\n > ', '"never needed"', 'TransactionCreate', 2, 10, 1, '2007-11-05 15:40:29', > 1, '2007-11-05 15:40:29'), > (14, 'When a ticket has been approved by all approvers, add correspondence > to the original ticket', 9, 15, NULL, NULL, NULL, '\n# > ------------------------------------------------------------------- #\n# > Find all the tickets that depend on this (that this is approving)\n\nmy > $Ticket = $self->TicketObj;\nmy @TOP = $Ticket->AllDependedOnBy( Type => > ''ticket'' );\nmy $links = $Ticket->DependedOnBy;\nmy $passed = > 0;\n\nwhile (my $link = $links->Next) {\n my $obj = $link->BaseObj;\n > next if ($obj->HasUnresolvedDependencies( Type => ''approval'' ));\n\n > if ($obj->Type eq ''ticket'') {\n $obj->Comment(\n Content => > $self->loc("Your request has been approved."),\n );\n $T::Approval = > $Ticket; # so we can access it inside templates\n $self->{TicketObj} > = $obj; # we want the original id in the token line\n $passed = 1;\n > }\n elsif ($obj->Type eq ''approval'') {\n $obj->SetStatus( Status => > ''open'', Force => 1 );\n }\n elsif ($RT::UseCodeTickets and > $obj->Type eq ''code'') {\n my $code = > $obj->Transactions->First->Content;\n my $rv;\n\n foreach my $TOP > (@TOP) {\n local $@;\n $rv++ if eval $code;\n > $RT::Logger->error("Cannot eval code: $@") if $@;\n }\n\n if ($rv or > !@TOP) {\n $obj->SetStatus( Status => ''resolved'', Force => > 1,);\n }\n else {\n $obj->SetStatus( Status => > ''rejected'', Force => 1,);\n }\n }\n}\n\n# Now magically turn > myself into a Requestor Notify object...\nrequire RT::Action::Notify; > bless($self, ''RT::Action::Notify'');\n$self->{Argument} = ''Requestor''; > $self->Prepare;\n\nreturn 0; # ignore $passed;\n# > ------------------------------------------------------------------- #\n > ', '"never needed"', 'TransactionCreate', 2, 11, 1, '2007-11-05 15:40:29', > 1, '2007-11-05 15:40:29'), > (15, 'Notify Owner on Comment', 4, 4, NULL, NULL, '', '', '', > 'TransactionCreate', 0, 5, 12, '2007-11-06 18:03:24', 12, '2007-11-06 > 18:03:24'), > (16, 'Notify Owner on Correspondence', 3, 4, NULL, NULL, '', '', '', > 'TransactionCreate', 0, 5, 12, '2007-11-06 18:04:03', 12, '2007-11-06 > 18:04:03'), > (17, 'On Resolve in General-ES Reopen', 9, 15, NULL, NULL, '', 'return > 1;', '# get out unless ticket is in Dispatch\n return 1 unless > $self->TicketObj->QueueObj->Name eq "General-ES";\n\n # ok, re-open > ticket\n $RT::Logger->info("Re-openinging ticket #". $self->TicketObj->id > ." - tried to resolve in Dispatch");\n my ($status, $msg) = > $self->TicketObj->SetStatus( "open" );\n\n return 1;\n', > 'TransactionCreate', 0, 1, 12, '2007-11-06 18:08:14', 12, '2007-11-06 > 18:08:14'), > (18, 'On Resolve Set Owner', 9, 15, NULL, NULL, '', 'return 1;', '# get > actor ID\r\n my $Actor = $self->TransactionObj->Creator;\r\n\r\n # if > actor is RT_SystemUser then get out of here\r\n return 1 if $Actor == > $RT::SystemUser->id;\r\n\r\n # get out unless ticket owner is nobody\r\n > return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;\r\n\r\n # ok, > try to change owner\r\n $RT::Logger->info("Auto assign ticket #". > $self->TicketObj->id ." to user #". $Actor );\r\n my ($status, $msg) = > $self->TicketObj->SetOwner( $Actor );\r\n unless( $status ) {\r\n > $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" > );\r\n return undef;\r\n }\r\n\r\nreturn 1;', 'TransactionCreate', 0, > 1, 12, '2007-11-06 18:15:05', 12, '2007-11-06 18:15:05'), > (19, 'On Create Autoreply - General-DE', 1, 1, NULL, NULL, '', '', '', > 'Disabled', 0, 14, 12, '2007-11-07 12:41:40', 12, '2007-11-07 12:41:40'), > (20, 'On Create Autoreply - General-NL', 1, 1, NULL, NULL, '', '', '', > 'Disabled', 0, 15, 12, '2007-11-07 12:42:07', 12, '2007-11-07 12:42:07'), > (21, 'On Resolve in General-DE Reopen', 9, 15, NULL, NULL, '', 'return > 1;', '# get out unless ticket is in Dispatch\r\n return 1 unless > $self->TicketObj->QueueObj->Name eq "General-DE";\r\n\r\n # ok, re-open > ticket\r\n $RT::Logger->info("Re-openinging ticket #". > $self->TicketObj->id ." - tried to resolve in Dispatch");\r\n my ($status, > $msg) = $self->TicketObj->SetStatus( "open" );\r\n\r\n return 1;\r\n', > 'TransactionCreate', 0, 1, 12, '2007-11-07 14:02:07', 12, '2007-11-07 > 14:02:07'), > (22, 'On Resolve in General-NL Reopen', 9, 15, NULL, NULL, '', 'return > 1;', '# get out unless ticket is in Dispatch\r\n return 1 unless > $self->TicketObj->QueueObj->Name eq "General-NL";\r\n\r\n # ok, re-open > ticket\r\n $RT::Logger->info("Re-openinging ticket #". > $self->TicketObj->id ." - tried to resolve in Dispatch");\r\n my ($status, > $msg) = $self->TicketObj->SetStatus( "open" );\r\n\r\n return 1;\r\n', > 'TransactionCreate', 0, 1, 12, '2007-11-07 14:02:36', 12, '2007-11-07 > 14:02:36'), > (23, 'Notify Owner on Create', 1, 3, NULL, NULL, '', '', '', > 'TransactionCreate', 0, 16, 12, '2007-11-20 19:46:12', 12, '2007-11-20 > 19:46:12'); > > /*!40101 SET CHARACTER_SET_CLIENT=@OLD_CHARACTER_SET_CLIENT */; > /*!40101 SET CHARACTER_SET_RESULTS=@OLD_CHARACTER_SET_RESULTS */; > /*!40101 SET COLLATION_CONNECTION=@OLD_COLLATION_CONNECTION */; > > > El 21 de marzo de 2012 01:40, Kevin Falcone escribi?: > > On Tue, Mar 20, 2012 at 12:06:46PM +0100, Juanjo wrote: >> > I installa the new scenario, dump the old database and import in the >> new database. >> > >> > I try to upgrade the old to rt 4.0.5 installation. >> > >> > I do a Make initalize-database >> > import the rt3 database on rt4 database and do: >> > >> > ./rt-setup-database --prompt-for-dba-password --action upgrade >> > >> > From 3.6.5 to 3.7.10 works fine >> > >> > but from 3.7.10 to 3.7.19 i get this error. >> > >> > Proceed [y/N]:y >> > Processing 3.7.15 >> > Now inserting data. >> > Processing 3.7.19 >> > Now inserting data. >> > Couldn't finish 'upgrade' step. >> > >> > ERROR: Couldn't load data from './etc/upgrade/3.7.19/content' for >> import: >> > >> > ERROR:RT::Scrip::Condition Unimplemented in RT::Handle. >> (./etc/upgrade/3.7.19/content line 27) >> > Compilation failed in require at /opt/rt4/sbin/../lib/RT/Handle.pm >> line 760. >> >> Try setting Set($LogToScreen,'debug') in your RT_SiteConfig.pm and run >> just the 3.7.19 step >> >> ./sbin/rt-setup-database --action insert --datadir etc/upgrade/3.7.19 >> >> It'd also be interesting to see what you have in your Scrips table. >> >> -kevin >> > > > > -- > Un saludo. > Juanjo Corral > -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From fireskyer at emailn.de Tue Mar 27 03:28:58 2012 From: fireskyer at emailn.de (john s.) Date: Tue, 27 Mar 2012 00:28:58 -0700 (PDT) Subject: [rt-users] Strange Error RT restart Message-ID: <33544776.post@talk.nabble.com> RT: rt-4.0.5 Ubuntu 10.04.3 LTS Hello everybody I have a strange Problem with my Test-Environment RT based on RT 4.0 if i try to restart apache and get on the webif there comes an apache error and the last lines from the apache log says the following : error.log Set" Compilation failed in require at /opt/rt4/sbin/../lib/RT/Config.pm line 904. [Mon Mar 26 15:36:21 2012] [warn] [client 192.168.112.1] (104)Connection reset by peer: mod_fcgid: error reading data from FastCGI server [Mon Mar 26 15:36:21 2012] [error] [client 192.168.112.1] Premature end of script headers: rt-server.fcgi [Mon Mar 26 15:36:27 2012] [notice] mod_fcgid: process /opt/rt4/sbin/rt-server.fcgi(7393) exit(communication error), terminated by calling exit(), return code: 255 [Tue Mar 27 09:13:24 2012] [warn] module fcgid_module is already loaded, skipping [Tue Mar 27 09:13:24 2012] [notice] Apache/2.2.14 (Ubuntu) mod_fcgid/2.3.4 mod_perl/2.0.4 Perl/v5.10.1 configured -- resuming normal operations the configs are standard and very similar to the readme example: here is the RT_Siteconfig: # Any configuration directives you include here will override # RT's default configuration file, RT_Config.pm # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # This file is actually a perl module, so you can include valid # perl code, as well. # # The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this comamnd: # # perl -c /path/to/your/etc/RT_SiteConfig.pm # # You must restart your webserver after making changes to this file. Set( $rtname, 'example.com'); # You must install Plugins on your own, this is only an example # of the correct syntax to use when activating them. # There should only be one @Plugins declaration in your config file. #Set(@Plugins,(qw(RT::Extension::QuickDelete RT::Extension::CommandByMail))); 1; #Set($LogToFileNamed , "rt.log"); #Set($LogToFile, 'debug'); Set($WebPath, "/rt"); Set($WebDomain, 'ipadress') #Set($WebBaseURL , "http://ipadress/rt"); Set($JSMinPath, '/opt/rt4/bin/jsmin'); #Set($CorrespondAddress , localhost.localdomain ); #Set($CommentAddress , localhost.localdomain ); And here is the apache one: rt4fcgid: AddDefaultCharset UTF-8 #AddHandler fcgid-script .fcgi Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/ ScriptAlias /rt /opt/rt4/sbin/rt-server.fcgi DocumentRoot "/opt/rt4/share/html" Order allow,deny Allow from all Options +ExecCGI AddHandler fcgid-script fcgi RedirectMatch permanent (.*)/$ http://ipadress$1/index.html # Alias /rt "/opt/rt4/share/html" # #Options FollowSymLinks ExecCGI #AllowOverride None # #ExpiresActive On #ExpiresByType text/css A3600 #ExpiresByType image/png A3600 #ExpiresByType application/x-javascript A3600 #ExpiresByType image/gif A3600 #Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images #Alias /pics/ /opt/rt3/share/html/NoAuth/images/pics/ #ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ What i have done : I don't know where i should have to start in order to fix or at least to determine the problem .... best regards john s. -- View this message in context: http://old.nabble.com/Strange-Error-RT-restart-tp33544776p33544776.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From murugan36 at gmail.com Tue Mar 27 05:51:38 2012 From: murugan36 at gmail.com (Murugan) Date: Tue, 27 Mar 2012 15:21:38 +0530 Subject: [rt-users] RT External Authen/LDAP import with AD user names as numeric In-Reply-To: <20120326134530.GZ898@jibsheet.com> References: <20120326134530.GZ898@jibsheet.com> Message-ID: Kevin, If i could Prefix a string,can i use AD authentication ?Can you guide me with that hack ?thanks in advance Murugan On Mon, Mar 26, 2012 at 7:15 PM, Kevin Falcone wrote: > On Sat, Mar 24, 2012 at 03:59:27PM +0530, Murugan wrote: > > I am new to RT and installed RT4.05 in Ubuntu 11.10 with RT External > authentication.Active > > Directory users whose login ID is numeric(say 0001234 which will be > their employee id ) cannot > > log in in RT(user names not created in RT). > > All others whose AD Login ID are alphabet/alphanumeric(like b001) can > log in (user name > > created in RT). > > I tried LDAP import also and it fails fails with messages like > > [warning]: Skipping user '0003503', as it is numeric > > > (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:969) > > > > Is there any way to authenticate or import users from LDAP without > changing AD user names? > > If you search the list archives, you'll find people who've hacked up > RT-Authen-ExternalAuth or LDAPImporter to handle number usernames by > prefixing a string. RT does not allow numeric usernames, so this is a > required workaround. I don't think we've received a patch to make > that feature core in RT-Authen-ExternalAuth or the LDAPImporter. > > -kevin > > > This is my RT External Auth Config file > > > > Set($ExternalAuthPriority, [ 'My_LDAP' ] ); > > Set($ExternalInfoPriority, [ 'My_LDAP' ] ); > > Set($ExternalServiceUsesSSLorTLS, 0); > > Set($AutoCreateNonExternalUsers, 0); > > > > Set($ExternalSettings, { > > 'My_LDAP' => { > > > > 'type' => 'ldap', > > 'server' => '[1]serverr.domain.com', > > 'user' => 'cn=RT,ou=ouname,dc=example,dc=com', > > 'pass' => 'Welcome123', > > 'base' => 'dc=example,dc=com', > > > > 'filter' => '(&(ObjectCategory=User)(ObjectClass=Person))', > > 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', > > > > 'tls' => 0, > > # 'ssl_version' => 3, > > > > 'net_ldap_args' => [ version => 3 ], > > # 'group' => 'cn=RT Users,dc=sps,dc=co,dc=in', > > # 'group_attr' => 'member', > > > > 'attr_match_list' => [ 'Name','EmailAddress' ], > > 'attr_map' => { 'Name' => 'sAMAccountName', > > 'EmailAddress' => 'mail', > > 'Organization' => 'physicalDeliveryOfficeName', > > 'RealName' => 'cn', > > 'ExternalAuthId' => 'AMAccountName', > > 'Gecos' => 'sAMAccountName', > > 'WorkPhone' => 'telephoneNumber', > > 'Address1' => 'streetAddress', > > 'City' => 'l', > > 'State' => 'st', > > 'Zip' => 'postalCode', > > 'Country' => 'co' > > } > > > > In RT_Site Config.PM > > > > Set(@Plugins, qw(RT::Authen::ExternalAuth > > RTx::Calendar > > RT::Extension::JSGantt > > RT::Extension::QuickCalls > > RT::Extension::SLA > > RTx::TicketlistTransactions > > RT::Extension::Utils > > RTx::WorkflowBuilder > > RT::Extension::NotifyOwners)); > > > > require > "/opt/rt4/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm"; > > Set($AutoCreate, {Privileged => 1}); > > > > Am i missing something ? > > > > Regards > > Murugan > > > > References > > > > Visible links > > 1. http://serverr.domain.com/ > -------------- next part -------------- An HTML attachment was scrubbed... URL: From gerard at eve-team.com Tue Mar 27 07:29:04 2012 From: gerard at eve-team.com (Gerard FENELON) Date: Tue, 27 Mar 2012 13:29:04 +0200 Subject: [rt-users] Strange Error RT restart In-Reply-To: <33544776.post@talk.nabble.com> References: <33544776.post@talk.nabble.com> Message-ID: <4F71A480.40604@eve-team.com> I suspect the 2 lines #Set(@Plugins,(qw(RT::Extension::QuickDelete RT::Extension::CommandByMail))); Either you start the 2 lines with # or you don't. You want either #Set(@Plugins,(qw(RT::Extension::QuickDelete #RT::Extension::CommandByMail))); or Set(@Plugins,(qw(RT::Extension::QuickDelete RT::Extension::CommandByMail))); Gerard On 2012-03-27 09:28, john s. wrote: > RT: rt-4.0.5 > Ubuntu 10.04.3 LTS > > Hello everybody > > > I have a strange Problem with my Test-Environment RT based on RT 4.0 > > > if i try to restart apache and get on the webif there comes an apache > error and the last lines from the apache log says the following : > > error.log > > Set" > Compilation failed in require at /opt/rt4/sbin/../lib/RT/Config.pm line 904. > [Mon Mar 26 15:36:21 2012] [warn] [client 192.168.112.1] (104)Connection > reset by peer: mod_fcgid: error reading data from FastCGI server > [Mon Mar 26 15:36:21 2012] [error] [client 192.168.112.1] Premature end of > script headers: rt-server.fcgi > [Mon Mar 26 15:36:27 2012] [notice] mod_fcgid: process > /opt/rt4/sbin/rt-server.fcgi(7393) exit(communication error), terminated by > calling exit(), return code: 255 > [Tue Mar 27 09:13:24 2012] [warn] module fcgid_module is already loaded, > skipping > [Tue Mar 27 09:13:24 2012] [notice] Apache/2.2.14 (Ubuntu) mod_fcgid/2.3.4 > mod_perl/2.0.4 Perl/v5.10.1 configured -- resuming normal operations > > > the configs are standard and very similar to the readme example: > > > > here is the RT_Siteconfig: > > # Any configuration directives you include here will override > # RT's default configuration file, RT_Config.pm > # > # To include a directive here, just copy the equivalent statement > # from RT_Config.pm and change the value. We've included a single > # sample value below. > # > # This file is actually a perl module, so you can include valid > # perl code, as well. > # > # The converse is also true, if this file isn't valid perl, you're > # going to run into trouble. To check your SiteConfig file, use > # this comamnd: > # > # perl -c /path/to/your/etc/RT_SiteConfig.pm > # > # You must restart your webserver after making changes to this file. > > Set( $rtname, 'example.com'); > > # You must install Plugins on your own, this is only an example > # of the correct syntax to use when activating them. > # There should only be one @Plugins declaration in your config file. > #Set(@Plugins,(qw(RT::Extension::QuickDelete > RT::Extension::CommandByMail))); > > 1; > > #Set($LogToFileNamed , "rt.log"); > #Set($LogToFile, 'debug'); > > > Set($WebPath, "/rt"); > Set($WebDomain, 'ipadress') > #Set($WebBaseURL , "http://ipadress/rt"); > > > > > Set($JSMinPath, '/opt/rt4/bin/jsmin'); > > #Set($CorrespondAddress , localhost.localdomain ); > #Set($CommentAddress , localhost.localdomain ); > > > And here is the apache one: > > rt4fcgid: > > > > AddDefaultCharset UTF-8 > #AddHandler fcgid-script .fcgi > > Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/ > ScriptAlias /rt /opt/rt4/sbin/rt-server.fcgi > > DocumentRoot "/opt/rt4/share/html" > > Order allow,deny > Allow from all > > Options +ExecCGI > AddHandler fcgid-script fcgi > > > RedirectMatch permanent (.*)/$ http://ipadress$1/index.html > > # Alias /rt "/opt/rt4/share/html" > # > #Options FollowSymLinks ExecCGI > #AllowOverride None > # > #ExpiresActive On > #ExpiresByType text/css A3600 > #ExpiresByType image/png A3600 > #ExpiresByType application/x-javascript A3600 > #ExpiresByType image/gif A3600 > #Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images > #Alias /pics/ /opt/rt3/share/html/NoAuth/images/pics/ > #ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > > > What i have done : > > I don't know where i should have to start in order to fix or at least to > determine the problem .... > > best regards john s. -------------- next part -------------- An HTML attachment was scrubbed... URL: From dan.baines at zeninternet.co.uk Tue Mar 27 11:27:00 2012 From: dan.baines at zeninternet.co.uk (Dan Baines) Date: Tue, 27 Mar 2012 16:27:00 +0100 Subject: [rt-users] RT 3.8.8 - ParseNewMessageForTicketCcs & RTAddressRegexp issue In-Reply-To: <4F6CF911.60308@bestpractical.com> References: <4F6C6589.6030505@zeninternet.co.uk> <4F6CF911.60308@bestpractical.com> Message-ID: <4F71DC44.4030903@zeninternet.co.uk> On 23/03/12 22:28, Thomas Sibley wrote: > On 03/23/2012 07:59 AM, Dan Baines wrote: >> Is there any extra config that needs to be added, to get this working >> properly, as I only had the ParseNewMessageForTicketCcs flag enabled, >> and then a few RTAddressRegexp entries to cover all of the RT queues? > > Nope. I suspect your RTAddressRegexp isn't actually matching the queue > address. Please show us your config. > > Thomas Config is as below (added as a new file within the RT_SiteConfig.d folder - was only testing against one queue to start with), I've redacted the domain to try to prevent harvesting: ### start ### # CONFIG CHANGES FOR AUTO-ADDING CC ADDRESSES AS REQUESTORS # First, enable RT to parse new messages for CC'd addresses Set($ParseNewMessageForTicketCcs , 1); # Now, restrict it from using any addresses on the domain Set($RTAddressRegexp , '^[a-z\.\-]+\@$'); ### end ### Have also tried the following entries: Set($RTAddressRegexp , '^[a-z.-]+\@$'); or Set($RTAddressRegexp , '^noc\-tasks@$'); or: Set($RTAddressRegexp , '^noc-tasks@$'); All of the above failed to prevent the new ticket from having the queue address added as a CC address, yet the parsing is working fine in that it adds new addresses to the CC-list within RT. Regards, -- Dan Baines Systems Administrator, Zen Internet T: 0845 058 9020 From bwiese at ElementPS.com Tue Mar 27 12:48:54 2012 From: bwiese at ElementPS.com (Brent Wiese) Date: Tue, 27 Mar 2012 09:48:54 -0700 Subject: [rt-users] ExternalAuth to active directory over SSL Message-ID: <7ECD0C8955ADE149B95716B364B4D58F2854BB9C6E@EXCCR01.eps.local> > > On Fri, 2012-03-23 at 15:05 -0700, Brent Wiese wrote: > > I noticed in the notes that when you enable SSL/TLS, it invokes > > NET::SSLeay. > > This is why RT::Authen::ExternalAuth prompts about "SSL LDAP > Connections" when you run `perl Makefile.PL`. I'd installed via cpan so didn't notice that before. > > Didn?t appear to be installed. I installed via cpan? and now Apache > > seg faults when I try to start it. It?s seg faulting on: > > This generally means that you're running mod_perl, and Net::SSLeay is > disagreeing with something else in the system (be it Apache, or your > database handle) which also wants to load the SSL libraries -- and the > libraries are ending up in an inconsistent state. > As a first step, try disabling Apache's SSL, or switching from > mod_perl to mod_fcgid or mod_fastcgi, and see if it helps. > - Alex > I switched to fcgid and was able to get apache running again. Still same problems with the external auth. Figuring maybe there was an issue when I first installed because Net::SSLeay wasn't installed, I grabbed the latest stable and manually built. Looks like it found everything correctly: *** Module::AutoInstall version 1.04 *** Checking for Perl dependencies... [SSL LDAP Connections] - Net::SSLeay ...loaded. (1.45) [External LDAP Sources] - Net::LDAP ...loaded. (0.44) [External DBI Sources] - DBI ...loaded. (1.618) [SSO Cookie Sources] - CGI::Cookie ...loaded. (1.30) *** Module::AutoInstall configuration finished. Checking if your kit is complete... Looks good Alas, no, it didn't help: [Tue Mar 27 16:43:36 2012] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_OPERATIONS_ERROR 1 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:492) I'm not convinced it works. I challenge someone to respond with "yes, I can successfully use ExternalAuth against AD via SSL" and post their challenges/config. :) I just don't know where to go from here. From falcone at bestpractical.com Tue Mar 27 12:59:47 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 27 Mar 2012 12:59:47 -0400 Subject: [rt-users] ExternalAuth to active directory over SSL In-Reply-To: <7ECD0C8955ADE149B95716B364B4D58F2854BB9C6E@EXCCR01.eps.local> References: <7ECD0C8955ADE149B95716B364B4D58F2854BB9C6E@EXCCR01.eps.local> Message-ID: <20120327165947.GA898@jibsheet.com> On Tue, Mar 27, 2012 at 09:48:54AM -0700, Brent Wiese wrote: > Alas, no, it didn't help: > [Tue Mar 27 16:43:36 2012] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_OPERATIONS_ERROR 1 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:492) And what's in your AD server configs? > I'm not convinced it works. I challenge someone to respond with "yes, I can successfully use ExternalAuth against AD via SSL" and post their challenges/config. :) I've configured ExternalAuth against AD using SSL, but since these were client installs I'm not allowed to copy/paste their configurations. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From trs at bestpractical.com Tue Mar 27 13:02:26 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 27 Mar 2012 13:02:26 -0400 Subject: [rt-users] ExternalAuth to active directory over SSL In-Reply-To: <7ECD0C8955ADE149B95716B364B4D58F2854BB9C6E@EXCCR01.eps.local> References: <7ECD0C8955ADE149B95716B364B4D58F2854BB9C6E@EXCCR01.eps.local> Message-ID: <4F71F2A2.2000306@bestpractical.com> On 03/27/2012 12:48 PM, Brent Wiese wrote: > I'm not convinced it works. I challenge someone to respond with "yes, > I can successfully use ExternalAuth against AD via SSL" and post > their challenges/config. :) Just a couple weeks ago I setup RT::Authen::ExternalAuth against AD via SSL for a customer. It _does_ work. From trs at bestpractical.com Tue Mar 27 13:28:10 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 27 Mar 2012 13:28:10 -0400 Subject: [rt-users] ExternalAuth to active directory over SSL In-Reply-To: <7ECD0C8955ADE149B95716B364B4D58F2854BB9C6E@EXCCR01.eps.local> References: <7ECD0C8955ADE149B95716B364B4D58F2854BB9C6E@EXCCR01.eps.local> Message-ID: <4F71F8AA.5070903@bestpractical.com> On 03/27/2012 12:48 PM, Brent Wiese wrote: > Alas, no, it didn't help: [Tue Mar 27 16:43:36 2012] [critical]: > RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: > LDAP_OPERATIONS_ERROR 1 > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:492) Note that you're no longer getting segfaults from Apache, meaning you solved the SSL lib conflict between Perl and Apache. The error above is a pure bind error. What's your ExternalAuth config? I suspect you configured it to talk TLS to your SSL port. Thomas From bwiese at ElementPS.com Tue Mar 27 13:56:54 2012 From: bwiese at ElementPS.com (Brent Wiese) Date: Tue, 27 Mar 2012 10:56:54 -0700 Subject: [rt-users] FW: ExternalAuth to active directory over SSL Message-ID: <7ECD0C8955ADE149B95716B364B4D58F2854BB9D06@EXCCR01.eps.local> > On 03/27/2012 12:48 PM, Brent Wiese wrote: > > Alas, no, it didn't help: [Tue Mar 27 16:43:36 2012] [critical]: > > RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: > > LDAP_OPERATIONS_ERROR 1 > > (/opt/rt4/local/plugins/RT-Authen- > ExternalAuth/lib/RT/Authen/ExternalA > > uth/LDAP.pm:492) > > Note that you're no longer getting segfaults from Apache, meaning you > solved the SSL lib conflict between Perl and Apache. The error above > is a pure bind error. > > What's your ExternalAuth config? I suspect you configured it to talk > TLS to your SSL port. > > Thomas I've tried setting tls to 0 and 1. When it's set to 1, it looks like it sends the bind in cleartext (I see the bind credentials in tcpdump). When set to 0 it looks fully encrypted. Again, the server/user/pw/port stuff all works right with ldapsearch... Here is my config at present (sanitized of course): Set( @Plugins, qw(RT::Authen::ExternalAuth) ); Set($ExternalAuthPriority, [ 'My_LDAP' ]); Set($ExternalInfoPriority, [ 'My_LDAP' ]); Set($ExternalServiceUsesSSLorTLS, 1); Set($AutoCreateNonExternalUsers, 1); Set($ExternalSettings, { 'My_LDAP' => { ## GENERIC SECTION 'type' => 'ldap', 'server' => 'dc05.my.ad', 'user' => 'CN=Apache LDAP,OU=Service Accounts,DC=my,DC=ad', 'pass' => 'xxx', 'base' => 'DC=my,DC=ad', 'filter' => '(ObjectClass=User)', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3, port => 636, debug => 8 ], 'attr_match_list' => [ 'Name', 'EmailAddress' ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName' } }, } ); From jpwhite at hotmail.com Tue Mar 27 14:12:01 2012 From: jpwhite at hotmail.com (JP White) Date: Tue, 27 Mar 2012 14:12:01 -0400 Subject: [rt-users] RT4 query builder not decoding parameters from URL Message-ID: I have a fresh install of RT 4.0.5 on a new server. I pointed this new instance to an existing RT 4.0.2 database (after running the db upgrade script). The problem I am having is that the query builder: Existing saved searches execute with no problems. All new searches end-up URL encoded, thus fail to run and "0 results" are returned. For example, a search like 'id = 12345' is getting executed as 'id%20%3D%2012345'. Once the query executes and returns nothing, a click on "Advanced" from the results page will show the query and format as URL encoded strings... nothing is getting decoded before execution. Configuration (Apache conf and RT_SiteConfig) are the same. Any ideas? I am completely at a loss. -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Mar 27 14:21:01 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 27 Mar 2012 14:21:01 -0400 Subject: [rt-users] FW: ExternalAuth to active directory over SSL In-Reply-To: <7ECD0C8955ADE149B95716B364B4D58F2854BB9D06@EXCCR01.eps.local> References: <7ECD0C8955ADE149B95716B364B4D58F2854BB9D06@EXCCR01.eps.local> Message-ID: <4F72050D.1020804@bestpractical.com> On 03/27/2012 01:56 PM, Brent Wiese wrote: > 'tls' => 0, > 'ssl_version' => 3, > 'net_ldap_args' => [ version => 3, port => 636, debug => 8 ], You're mixing TLS with the SSL port. Try this: tls => 1, net_ldap_args => [ version => 3, debug => 8 ], Don't include ssl_version or port. Thomas From jblaine at kickflop.net Tue Mar 27 15:16:00 2012 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 27 Mar 2012 15:16:00 -0400 Subject: [rt-users] CF dependencies? Hide some CFs unless another CF has a certain value? Message-ID: <4F7211F0.4040107@kickflop.net> Before I dive into this any further than my current implementation already is, I figured I'd ask: Is there any way to hide and show CFs depending on the value of another CF? We only want an additional list of CFs shown if a certain CF (the "control" CF) has a certain value. if CF "foo" has value "YES" Show CF X, Y, and Z else Do not show CF X, Y, and Z From ruz at bestpractical.com Tue Mar 27 17:05:28 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 28 Mar 2012 01:05:28 +0400 Subject: [rt-users] CF dependencies? Hide some CFs unless another CF has a certain value? In-Reply-To: <4F7211F0.4040107@kickflop.net> References: <4F7211F0.4040107@kickflop.net> Message-ID: On Tue, Mar 27, 2012 at 23:16, Jeff Blaine wrote: > Before I dive into this any further than my current > implementation already is, I figured I'd ask: > > Is there any way to hide and show CFs depending on > the value of another CF? > > We only want an additional list of CFs shown if a > certain CF (the "control" CF) has a certain value. > > if CF "foo" has value "YES" > ? ?Show CF X, Y, and Z > else > ? ?Do not show CF X, Y, and Z Use custom java script for that. -- Best regards, Ruslan. From ruz at bestpractical.com Tue Mar 27 17:20:44 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 28 Mar 2012 01:20:44 +0400 Subject: [rt-users] Error Condition Unimplemented in RT::Handle migration from 3.6.5 to 4.0.5 database In-Reply-To: References: <20120321004003.GO898@jibsheet.com> Message-ID: On Tue, Mar 27, 2012 at 10:38, Juanjo wrote: > I still can?t upgrade in the Centos Server. > > I have to install two Ubuntu servers. One with the 3.8 Version and one with > 4.0.1 version (with APT). And make and upgrade per version, Dump the > original database and import to ubuntu, for migrate to 3.8.10. Dump and > migrate to version 4.0.1 and so the last migration to the centos to reward > at 4.0.5 > > :( a lot of job and hours of restrore innodb tables, or changing all tables > form myisam to innodb. > > Any help with this problem. You can skip 3.7.19 step. It adds description to all scrips to avoid NULL values and get stable sorting across databases. I don't see reason why it fails for you with such error. You can try to convert the following line in etc/upgrade/3.7.19/content: add_description_to_all_scrips(); to: our @Initial = ( sub { add_description_to_all_scrips(); 1; }, ); > El 21 de marzo de 2012 08:58, Juanjo escribi?: > >> My Database name is RT3. >> >> Execute the order to upgrade 3.7.19 and get this: >> >> Working with: >> Type:?? mysql >> Host:?? localhost >> Name:?? rt3 >> User:?? rt_user >> DBA:??? root >> [Wed Mar 21 07:57:27 2012] [debug]: RT's GnuPG libraries couldn't >> successfully read your configured GnuPG home directory >> (/opt/rt4/var/data/gpg). PGP support has been disabled >> (/opt/rt4/sbin/../lib/RT/Config.pm:595) >> [Wed Mar 21 07:57:27 2012] [debug]: The RTAddressRegexp option is not set >> in the config. Not setting this option results in additional SQL queries to >> check whether each address belongs to RT or not. It is especially important >> to set this option if RT recieves emails on addresses that are not in the >> database or config. (/opt/rt4/sbin/../lib/RT/Config.pm:454) >> Now inserting data. >> [Wed Mar 21 07:57:27 2012] [debug]: Going to load >> 'etc/upgrade/3.7.19/content' data file >> (/opt/rt4/sbin/../lib/RT/Handle.pm:759) >> Couldn't finish 'insert' step. >> >> ERROR: Couldn't load data from 'etc/upgrade/3.7.19/content' for import: >> >> ERROR:RT::Scrip::Condition Unimplemented in RT::Handle. >> (etc/upgrade/3.7.19/content line 27) >> Compilation failed in require at /opt/rt4/sbin/../lib/RT/Handle.pm line >> 760. >> >> >> >> >> >> >> My script table, i don?t know if i can post and attacchment. so i paste >> the SQL >> >> >> >> >> >> >> -- phpMyAdmin SQL Dump >> -- version 3.4.9 >> -- http://www.phpmyadmin.net >> -- >> -- Servidor: localhost >> -- Tiempo de generaci?n: 21-03-2012 a las 08:53:29 >> -- Versi?n del servidor: 5.5.21 >> -- Versi?n de PHP: 5.3.10 >> >> SET SQL_MODE="NO_AUTO_VALUE_ON_ZERO"; >> SET time_zone = "+00:00"; >> >> >> /*!40101 SET @OLD_CHARACTER_SET_CLIENT=@@CHARACTER_SET_CLIENT */; >> /*!40101 SET @OLD_CHARACTER_SET_RESULTS=@@CHARACTER_SET_RESULTS */; >> /*!40101 SET @OLD_COLLATION_CONNECTION=@@COLLATION_CONNECTION */; >> /*!40101 SET NAMES utf8 */; >> >> -- >> -- Base de datos: `rt3` >> -- >> >> -- -------------------------------------------------------- >> >> -- >> -- Estructura de tabla para la tabla `Scrips` >> -- >> >> CREATE TABLE IF NOT EXISTS `Scrips` ( >> ? `id` int(11) NOT NULL AUTO_INCREMENT, >> ? `Description` varchar(255) DEFAULT NULL, >> ? `ScripCondition` int(11) NOT NULL DEFAULT '0', >> ? `ScripAction` int(11) NOT NULL DEFAULT '0', >> ? `ConditionRules` text, >> ? `ActionRules` text, >> ? `CustomIsApplicableCode` text, >> ? `CustomPrepareCode` text, >> ? `CustomCommitCode` text, >> ? `Stage` varchar(32) DEFAULT NULL, >> ? `Queue` int(11) NOT NULL DEFAULT '0', >> ? `Template` int(11) NOT NULL DEFAULT '0', >> ? `Creator` int(11) NOT NULL DEFAULT '0', >> ? `Created` datetime DEFAULT NULL, >> ? `LastUpdatedBy` int(11) NOT NULL DEFAULT '0', >> ? `LastUpdated` datetime DEFAULT NULL, >> ? PRIMARY KEY (`id`) >> ) ENGINE=InnoDB? DEFAULT CHARSET=latin1 AUTO_INCREMENT=24 ; >> >> -- >> -- Volcado de datos para la tabla `Scrips` >> -- >> >> INSERT INTO `Scrips` (`id`, `Description`, `ScripCondition`, >> `ScripAction`, `ConditionRules`, `ActionRules`, `CustomIsApplicableCode`, >> `CustomPrepareCode`, `CustomCommitCode`, `Stage`, `Queue`, `Template`, >> `Creator`, `Created`, `LastUpdatedBy`, `LastUpdated`) VALUES >> (1, 'On Correspond Open Tickets', 3, 17, NULL, NULL, NULL, NULL, NULL, >> 'TransactionCreate', 0, 1, 1, '2007-11-05 15:40:29', 1, '2007-11-05 >> 15:40:29'), >> (2, 'On Owner Change Notify Owner', 7, 4, NULL, NULL, NULL, NULL, NULL, >> 'TransactionCreate', 0, 16, 1, '2007-11-05 15:40:29', 1, '2007-11-05 >> 15:40:29'), >> (3, 'On Create Autoreply', 1, 1, NULL, NULL, NULL, NULL, NULL, >> 'TransactionCreate', 0, 13, 1, '2007-11-05 15:40:29', 1, '2007-11-05 >> 15:40:29'), >> (4, 'On Create Notify AdminCcs', 1, 8, NULL, NULL, NULL, NULL, NULL, >> 'TransactionCreate', 0, 3, 1, '2007-11-05 15:40:29', 1, '2007-11-05 >> 15:40:29'), >> (5, 'On Correspond Notify AdminCcs', 3, 8, NULL, NULL, NULL, NULL, NULL, >> 'TransactionCreate', 0, 4, 1, '2007-11-05 15:40:29', 1, '2007-11-05 >> 15:40:29'), >> (6, 'On Correspond Notify Requestors and Ccs', 3, 10, NULL, NULL, NULL, >> NULL, NULL, 'TransactionCreate', 0, 5, 1, '2007-11-05 15:40:29', 1, >> '2007-11-05 15:40:29'), >> (7, 'On Correspond Notify Other Recipients', 3, 14, NULL, NULL, NULL, >> NULL, NULL, 'TransactionCreate', 0, 5, 1, '2007-11-05 15:40:29', 1, >> '2007-11-05 15:40:29'), >> (8, 'On Comment Notify AdminCcs as Comment', 4, 7, NULL, NULL, NULL, NULL, >> NULL, 'TransactionCreate', 0, 6, 1, '2007-11-05 15:40:29', 1, '2007-11-05 >> 15:40:29'), >> (9, 'On Comment Notify Other Recipients as Comment', 4, 13, NULL, NULL, >> NULL, NULL, NULL, 'TransactionCreate', 0, 5, 1, '2007-11-05 15:40:29', 1, >> '2007-11-05 15:40:29'), >> (10, NULL, 0, 2, NULL, NULL, NULL, NULL, NULL, 'TransactionCreate', 0, 8, >> 1, '2007-11-05 15:40:29', 1, '2007-11-05 15:40:29'), >> (11, 'When an approval ticket is created, notify the Owner and AdminCc of >> the item awaiting their approval', 10, 4, NULL, NULL, '\n >> $self->TicketObj->Type eq ''approval''??? and\n >> $self->TransactionObj->Field eq ''Status''??? and\n >> $self->TransactionObj->NewValue eq ''open''?? and\n??? ??? eval { >> $T::Approving = ($self->TicketObj->AllDependedOnBy( Type => ''ticket'' ))[0] >> }\n?????? ', NULL, NULL, 'TransactionCreate', 2, 9, 1, '2007-11-05 >> 15:40:29', 1, '2007-11-05 15:40:29'), >> (12, 'If an approval is rejected, reject the original and delete pending >> approvals', 5, 15, NULL, NULL, NULL, '\n# >> ------------------------------------------------------------------- >> #\nreturn(0) unless ( lc($self->TransactionObj->NewValue) eq "rejected" >> or\n??? ?????????? lc($self->TransactionObj->NewValue) eq "deleted" );\n\nmy >> $rejected = 0;\nmy $links = $self->TicketObj->DependedOnBy;\nforeach my >> $link (@{ $links->ItemsArrayRef }) {\n??? my $obj = $link->BaseObj;\n??? if >> ($obj->QueueObj->IsActiveStatus($obj->Status)) {\n??? if ($obj->Type eq >> ''ticket'') {\n??? ??? $obj->Comment(\n??? ??? Content??? => >> $self->loc("Your request was rejected."),\n??? ??? );\n >> $obj->SetStatus(\n??? ??? Status??? => ''rejected'',\n??? ??? Force??? => >> 1,\n??? ??? );\n\n??? ??? $T::Approval = $self->TicketObj; # so we can >> access it inside templates\n??? ??? $self->{TicketObj} = $obj;? # we want >> the original id in the token line\n??? ??? $rejected = 1;\n??? }\n??? else >> {\n??? ??? $obj->SetStatus(\n??? ??? Status??? => ''deleted'',\n >> Force??? => 1,\n??? ??? );\n??? }\n??? }\n}\n\n$links = >> $self->TicketObj->DependsOn;\nforeach my $link (@{ $links->ItemsArrayRef }) >> {\n??? my $obj = $link->TargetObj;\n??? if >> ($obj->QueueObj->IsActiveStatus($obj->Status)) {\n??? $obj->SetStatus(\n >> ??? Status??? => ''deleted'',\n??? ??? Force??? => 1,\n??? );\n??? }\n}\n\n# >> Now magically turn myself into a Requestor Notify object...\nrequire >> RT::Action::Notify; bless($self, ''RT::Action::Notify'');\n$self->{Argument} >> = ''Requestor''; $self->Prepare;\n\nreturn $rejected;\n# >> ------------------------------------------------------------------- #\n >> ', '"never needed"', 'TransactionCreate', 2, 12, 1, '2007-11-05 15:40:29', >> 1, '2007-11-05 15:40:29'), >> (13, 'When a ticket has been approved by any approver, add correspondence >> to the original ticket', 9, 15, NULL, NULL, NULL, '\n# >> ------------------------------------------------------------------- >> #\nreturn(0) unless ($self->TicketObj->Type eq ''approval'');\n\nmy >> $note;\nmy $t = $self->TicketObj->Transactions;\nwhile (my $o = $t->Next) >> {\n??? $note .= $o->Content . "\\n" if $o->ContentObj\n??? ??? and >> $o->Content !~ /Default Approval/;\n}\n\nforeach my $obj >> ($self->TicketObj->AllDependedOnBy( Type => ''ticket'' )) {\n >> $obj->Comment(\n??? Content => $self->loc( "Your request has been approved >> by [_1]. Other approvals may still be pending.", # loc\n >> $self->TransactionObj->CreatorObj->Name,\n??? ) . "\\n" . $self->loc( >> "Approver''s notes: [_1]", # loc\n??? ??? $note\n??? ),\n??? );\n >> $T::Approval = $self->TicketObj; # so we can access it inside templates\n >> $self->{TicketObj} = $obj;? # we want the original id in the token >> line\n}\n\n# Now magically turn myself into a Requestor Notify >> object...\nrequire RT::Action::Notify; bless($self, >> ''RT::Action::Notify'');\n$self->{Argument} = ''Requestor''; >> $self->Prepare;\n\nreturn 1;\n# >> ------------------------------------------------------------------- #\n >> ', '"never needed"', 'TransactionCreate', 2, 10, 1, '2007-11-05 15:40:29', >> 1, '2007-11-05 15:40:29'), >> (14, 'When a ticket has been approved by all approvers, add correspondence >> to the original ticket', 9, 15, NULL, NULL, NULL, '\n# >> ------------------------------------------------------------------- #\n# >> Find all the tickets that depend on this (that this is approving)\n\nmy >> $Ticket = $self->TicketObj;\nmy @TOP??? = $Ticket->AllDependedOnBy( Type => >> ''ticket'' );\nmy $links? = $Ticket->DependedOnBy;\nmy $passed = 0;\n\nwhile >> (my $link = $links->Next) {\n??? my $obj = $link->BaseObj;\n??? next if >> ($obj->HasUnresolvedDependencies( Type => ''approval'' ));\n\n??? if >> ($obj->Type eq ''ticket'') {\n??? $obj->Comment(\n??? ??? Content??? => >> $self->loc("Your request has been approved."),\n??? );\n??? $T::Approval? = >> $Ticket;??? # so we can access it inside templates\n??? $self->{TicketObj} = >> $obj;? # we want the original id in the token line\n??? $passed = 1;\n >> }\n??? elsif ($obj->Type eq ''approval'') {\n??? $obj->SetStatus( Status => >> ''open'', Force => 1 );\n??? }\n??? elsif ($RT::UseCodeTickets and >> $obj->Type eq ''code'') {\n??? my $code = >> $obj->Transactions->First->Content;\n??? my $rv;\n\n??? foreach my $TOP >> (@TOP) {\n??? ??? local $@;\n??? ??? $rv++ if eval $code;\n >> $RT::Logger->error("Cannot eval code: $@") if $@;\n??? }\n\n??? if ($rv or >> !@TOP) {\n??? ??? $obj->SetStatus( Status??? => ''resolved'', Force??? => >> 1,);\n??? }\n??? else {\n??? ??? $obj->SetStatus( Status??? => ''rejected'', >> Force??? => 1,);\n??? }\n??? }\n}\n\n# Now magically turn myself into a >> Requestor Notify object...\nrequire RT::Action::Notify; bless($self, >> ''RT::Action::Notify'');\n$self->{Argument} = ''Requestor''; >> $self->Prepare;\n\nreturn 0; # ignore $passed;\n# >> ------------------------------------------------------------------- #\n >> ', '"never needed"', 'TransactionCreate', 2, 11, 1, '2007-11-05 15:40:29', >> 1, '2007-11-05 15:40:29'), >> (15, 'Notify Owner on Comment', 4, 4, NULL, NULL, '', '', '', >> 'TransactionCreate', 0, 5, 12, '2007-11-06 18:03:24', 12, '2007-11-06 >> 18:03:24'), >> (16, 'Notify Owner on Correspondence', 3, 4, NULL, NULL, '', '', '', >> 'TransactionCreate', 0, 5, 12, '2007-11-06 18:04:03', 12, '2007-11-06 >> 18:04:03'), >> (17, 'On Resolve in General-ES Reopen', 9, 15, NULL, NULL, '', 'return >> 1;', '# get out unless ticket is in Dispatch\n? return 1 unless >> $self->TicketObj->QueueObj->Name eq "General-ES";\n\n? # ok, re-open >> ticket\n? $RT::Logger->info("Re-openinging ticket #". $self->TicketObj->id >> ." - tried to resolve in Dispatch");\n? my ($status, $msg) = >> $self->TicketObj->SetStatus( "open" );\n\n? return 1;\n', >> 'TransactionCreate', 0, 1, 12, '2007-11-06 18:08:14', 12, '2007-11-06 >> 18:08:14'), >> (18, 'On Resolve Set Owner', 9, 15, NULL, NULL, '', 'return 1;', '# get >> actor ID\r\n? my $Actor = $self->TransactionObj->Creator;\r\n\r\n? # if >> actor is RT_SystemUser then get out of here\r\n? return 1 if $Actor == >> $RT::SystemUser->id;\r\n\r\n? # get out unless ticket owner is nobody\r\n >> return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;\r\n\r\n? # ok, >> try to change owner\r\n? $RT::Logger->info("Auto assign ticket #". >> $self->TicketObj->id ." to user #". $Actor );\r\n? my ($status, $msg) = >> $self->TicketObj->SetOwner( $Actor );\r\n? unless( $status ) {\r\n >> $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" >> );\r\n??? return undef;\r\n? }\r\n\r\nreturn 1;', 'TransactionCreate', 0, 1, >> 12, '2007-11-06 18:15:05', 12, '2007-11-06 18:15:05'), >> (19, 'On Create Autoreply - General-DE', 1, 1, NULL, NULL, '', '', '', >> 'Disabled', 0, 14, 12, '2007-11-07 12:41:40', 12, '2007-11-07 12:41:40'), >> (20, 'On Create Autoreply - General-NL', 1, 1, NULL, NULL, '', '', '', >> 'Disabled', 0, 15, 12, '2007-11-07 12:42:07', 12, '2007-11-07 12:42:07'), >> (21, 'On Resolve in General-DE Reopen', 9, 15, NULL, NULL, '', 'return >> 1;', '# get out unless ticket is in Dispatch\r\n? return 1 unless >> $self->TicketObj->QueueObj->Name eq "General-DE";\r\n\r\n? # ok, re-open >> ticket\r\n? $RT::Logger->info("Re-openinging ticket #". $self->TicketObj->id >> ." - tried to resolve in Dispatch");\r\n? my ($status, $msg) = >> $self->TicketObj->SetStatus( "open" );\r\n\r\n? return 1;\r\n', >> 'TransactionCreate', 0, 1, 12, '2007-11-07 14:02:07', 12, '2007-11-07 >> 14:02:07'), >> (22, 'On Resolve in General-NL Reopen', 9, 15, NULL, NULL, '', 'return >> 1;', '# get out unless ticket is in Dispatch\r\n? return 1 unless >> $self->TicketObj->QueueObj->Name eq "General-NL";\r\n\r\n? # ok, re-open >> ticket\r\n? $RT::Logger->info("Re-openinging ticket #". $self->TicketObj->id >> ." - tried to resolve in Dispatch");\r\n? my ($status, $msg) = >> $self->TicketObj->SetStatus( "open" );\r\n\r\n? return 1;\r\n', >> 'TransactionCreate', 0, 1, 12, '2007-11-07 14:02:36', 12, '2007-11-07 >> 14:02:36'), >> (23, 'Notify Owner on Create', 1, 3, NULL, NULL, '', '', '', >> 'TransactionCreate', 0, 16, 12, '2007-11-20 19:46:12', 12, '2007-11-20 >> 19:46:12'); >> >> /*!40101 SET CHARACTER_SET_CLIENT=@OLD_CHARACTER_SET_CLIENT */; >> /*!40101 SET CHARACTER_SET_RESULTS=@OLD_CHARACTER_SET_RESULTS */; >> /*!40101 SET COLLATION_CONNECTION=@OLD_COLLATION_CONNECTION */; >> >> >> El 21 de marzo de 2012 01:40, Kevin Falcone >> escribi?: >> >>> On Tue, Mar 20, 2012 at 12:06:46PM +0100, Juanjo wrote: >>> > ? ?I installa the new scenario, dump the old database and import in the >>> > new database. >>> > >>> > ? ?I try to upgrade the old to rt 4.0.5 installation. >>> > >>> > ? ?I do a Make initalize-database >>> > ? ?import the rt3 database on rt4 database and do: >>> > >>> > ? ?./rt-setup-database --prompt-for-dba-password --action upgrade >>> > >>> > ? ?From 3.6.5 to 3.7.10 works fine >>> > >>> > ? ?but from 3.7.10 to 3.7.19 i get this error. >>> > >>> > ? ?Proceed [y/N]:y >>> > ? ?Processing 3.7.15 >>> > ? ?Now inserting data. >>> > ? ?Processing 3.7.19 >>> > ? ?Now inserting data. >>> > ? ?Couldn't finish 'upgrade' step. >>> > >>> > ? ?ERROR: Couldn't load data from './etc/upgrade/3.7.19/content' for >>> > import: >>> > >>> > ? ?ERROR:RT::Scrip::Condition Unimplemented in RT::Handle. >>> > (./etc/upgrade/3.7.19/content line 27) >>> > ? ?Compilation failed in require at /opt/rt4/sbin/../lib/RT/Handle.pm >>> > line 760. >>> >>> Try setting Set($LogToScreen,'debug') in your RT_SiteConfig.pm and run >>> just the 3.7.19 step >>> >>> ./sbin/rt-setup-database --action insert --datadir etc/upgrade/3.7.19 >>> >>> It'd also be interesting to see what you have in your Scrips table. >>> >>> -kevin >> >> >> >> >> -- >> Un saludo. >> Juanjo Corral > > > > > -- > Un saludo. > Juanjo Corral -- Best regards, Ruslan. From ruz at bestpractical.com Tue Mar 27 17:25:30 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 28 Mar 2012 01:25:30 +0400 Subject: [rt-users] Is it possible to do a table join in a query? In-Reply-To: References: Message-ID: On Mon, Mar 26, 2012 at 22:04, Paul Tomblin wrote: > I would like to put a group name into a custom field, and then see only the > tickets in a certain queue where that group is a group that I belong to. ?I > know how to do this from pgsql: > > select t.* > from tickets t > join queues q on t.queue = q.id > join objectcustomfieldvalues ocfv on objecttype = 'RT::Ticket' and objectid > = t.id > join customfields on customfields.id = ocfv.customfield > join groups on groups.name = ocfv.content > join groupmembers on groupmembers.groupid = groups.id > where q.name = 'rtqueue1' and > customfields.name = 'group_assigned' and > groupmembers.memberid = 24 and > t.disabled = 0 and q.disabled = 0 and ocfv.disabled = 0; > > > but is it possible to do this sort of thing in a custom query? If you want this available in the query builder then you have to extend Tickets.pm to support new TicketSQL. You can do this in code without TicketSQL, but component would be custom and less flexible. > > -- > http://www.linkedin.com/in/paultomblin > http://careers.stackoverflow.com/ptomblin > -- Best regards, Ruslan. From jblaine at kickflop.net Tue Mar 27 17:34:06 2012 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 27 Mar 2012 17:34:06 -0400 Subject: [rt-users] CF dependencies? Hide some CFs unless another CF has a certain value? In-Reply-To: References: <4F7211F0.4040107@kickflop.net> Message-ID: <4F72324E.6090109@kickflop.net> On 3/27/2012 5:05 PM, Ruslan Zakirov wrote: >> if CF "foo" has value "YES" >> Show CF X, Y, and Z >> else >> Do not show CF X, Y, and Z > > Use custom java script for that. That would be nice. I'm not sure how one would go about that given that the CF table row ids are sequentially named on the "Display.html" page: I can't target that. I see the right thing was done on the edit pages, however... From ruz at bestpractical.com Tue Mar 27 17:52:24 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 28 Mar 2012 01:52:24 +0400 Subject: [rt-users] CF dependencies? Hide some CFs unless another CF has a certain value? In-Reply-To: <4F72324E.6090109@kickflop.net> References: <4F7211F0.4040107@kickflop.net> <4F72324E.6090109@kickflop.net> Message-ID: On Wed, Mar 28, 2012 at 01:34, Jeff Blaine wrote: > On 3/27/2012 5:05 PM, Ruslan Zakirov wrote: >>> >>> if CF "foo" has value "YES" >>> ? ?Show CF X, Y, and Z >>> else >>> ? ?Do not show CF X, Y, and Z >> >> >> Use custom java script for that. > > > That would be nice. > > I'm not sure how one would go about that given that the > CF table row ids are sequentially named on the "Display.html" > page: > > ? ? > > I can't target that. > > I see the right thing was done on the edit pages, however... > > ? ? Nothing stops you from content checking with JS. Also, it wouldn't be bad for RT core to mark html better with class, name or id, so we probably accept a sane patch. -- Best regards, Ruslan. From dgood at willingminds.com Tue Mar 27 18:08:53 2012 From: dgood at willingminds.com (David Good) Date: Tue, 27 Mar 2012 15:08:53 -0700 Subject: [rt-users] RT-Extension-FormTools examples Message-ID: <4F723A75.7030208@willingminds.com> We have an existing RT 3.8.8 instance and our helpdesk manager has noticed that they're creating a lot of similar tickets. We have several custom fields definied and he'd like to be able to create certain pre-defined ticket types that would automatically fill in the appropriate values for these (mandatory) custom fields. I'm thinking that RT-Extension-FormTools will work, but I have no idea how to put together a custom page with it. Are there any examples anywhere I could look at for inspiration? From bwiese at ElementPS.com Tue Mar 27 18:48:38 2012 From: bwiese at ElementPS.com (Brent Wiese) Date: Tue, 27 Mar 2012 15:48:38 -0700 Subject: [rt-users] ExternalAuth to active directory over SSL (SOLVED) Message-ID: <7ECD0C8955ADE149B95716B364B4D58F2854BB9F2C@EXCCR01.eps.local> > > On 03/27/2012 01:56 PM, Brent Wiese wrote: > > 'tls' => > 0, > > 'ssl_version' => > 3, > > 'net_ldap_args' => > [ version => 3, port => 636, debug => 8 ], > > You're mixing TLS with the SSL port. Try this: > > tls => 1, > net_ldap_args => [ version => 3, debug => 8 ], > > Don't include ssl_version or port. > > Thomas Yep, that was the ticket. Thank you very much for the help! In case anyone experiences the same situation, here is the quick-n-dirty list of what I had to do to get it working: 1: make sure the CA chain for whatever domain controller(s) you're connecting to is added to your cert bundle. On my system (CentOS 6), it was /etc/pki/tls/certs/ca-bundle.crt (which looks to be linked to /etc/ssl/certs/ca-bundle.crt) Afterwards, I was able to connect without any cert errors: openssl s_client -connect dc.mydomain.local:636 -CApath /etc/ssl/certs 2: for ldapsearch (I believe its installed with openldap-clients, or maybe openldap-devel) to work properly, I had to add this to /etc/openldap/ldap.conf: TLS_CACERT /etc/pki/tls/certs/ca-bundle.crt Once I added that line, this ldapsearch worked: ldapsearch -d 2 -LLL -v -x -H ldaps:// dc.mydomain.local:636 -b 'DC=mydomain,DC=local' -D 'CN=Apache,OU?,DC= mydomain,DC=local' -w '**pass**' '(sn=smith)' cn sn 3: NET::SSLeay wasn't installed on my system, so I installed through CPAN. 4: #3 broke apache (segmentation faults) on my system using mod_perl. I switched to mod_fcgid. Plenty of posts on how to configure this. It wasn't hard - the only catch was to make sure the directory you set for the socket file (I used /tmp/fcgid/sock.rt4) is writeable by apache (root creates it before it switching to your apache user). I also had to modify the perms on rt-server.log so apache could write to it. 5: I installed ExternalAuth via cpan prior to #3. Since I wasn't sure if it compiled correctly (I don't recall any errors, but it's been over a week now so my memory has faded), I grabbed the latest stable from the site and compiled it myself. I know it found NET::SSLeay this time around. This may not be a necessary step if you're just starting out - installing via cpan is easier. 6: Here is my config as it relates to ExternalAuth after the changes Thomas mentions above: Set( @Plugins, qw(RT::Authen::ExternalAuth) ); Set($ExternalAuthPriority, [ 'My_LDAP' ]); Set($ExternalInfoPriority, [ 'My_LDAP' ]); Set($ExternalServiceUsesSSLorTLS, 1); # We set below to true because we support external customers via email. # We only need to use AD to authenticate our support reps that work the tickets. Set($AutoCreateNonExternalUsers, 1); Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'dc05.my.ad', 'user' => 'CN=Apache LDAP,OU=Service Accounts,DC=my,DC=ad', 'pass' => 'xxx', 'base' => 'DC=my,DC=ad', 'filter' => '(ObjectClass=User)', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', 'tls' => 1, 'net_ldap_args' => [ version => 3, debug => 8 ], 'attr_match_list' => [ 'Name', 'EmailAddress' ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName' } }, } ); Hopefully I remembered everything! Cheers, Brent From falcone at bestpractical.com Tue Mar 27 18:00:07 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 27 Mar 2012 18:00:07 -0400 Subject: [rt-users] Is it possible to do a table join in a query? In-Reply-To: References: Message-ID: <20120327220007.GB898@jibsheet.com> On Mon, Mar 26, 2012 at 02:04:46PM -0400, Paul Tomblin wrote: > I would like to put a group name into a custom field, and then see only the tickets in a > certain queue where that group is a group that I belong to. I know how to do this from pgsql: I assume you mean "From TicketSQL, as available in the Advanced tab in the Query Builder" ? Unfortunately, you can't do arbitrary joins from TicketSQL but you could do it from perl space (see the docs on DBIx::SearchBuilder for Join syntax). -kevin > select t.* > from tickets t > join queues q on t.queue = [1]q.id > join objectcustomfieldvalues ocfv on objecttype = 'RT::Ticket' and objectid = [2]t.id > join customfields on [3]customfields.id = ocfv.customfield > join groups on [4]groups.name = ocfv.content > join groupmembers on groupmembers.groupid = [5]groups.id > where [6]q.name = 'rtqueue1' and > [7]customfields.name = 'group_assigned' and > groupmembers.memberid = 24 and > t.disabled = 0 and q.disabled = 0 and ocfv.disabled = 0; > but is it possible to do this sort of thing in a custom query? -------------- 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 Mar 27 18:03:04 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 27 Mar 2012 18:03:04 -0400 Subject: [rt-users] View as HTML In-Reply-To: <4F7090EC.7090808@altran.es> References: <4F7090EC.7090808@altran.es> Message-ID: <20120327220304.GC898@jibsheet.com> On Mon, Mar 26, 2012 at 05:53:16PM +0200, Alberto Villanueva wrote: > I have used next contribution ("AddHistoryToMail" [1]) and it runs > perfectly :-) > My users' problem they don't want to see html code. In the > correspond mail appears: "acentuación". > > I have commented next line but the problem appears already. > "$content =~ s/<(([^ >]|\n)*)>//g; # strip HTML tags from text/html" > > Do you know how I could resolve this? > > [1]: http://requesttracker.wikia.com/wiki/AddTicketHistoryToMail You could try using $transaction->Content('text/plain'); to retrieve the text plain copy of an email, but if the content is only available in text/html then you'll need to use one of the perl modules for stripping html (like we use in our ScrubHTML component) plus something to resolve html entities, which is what you're actually running into. Or you could send HTML mail rather than plaintext email. -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 Mar 27 18:12:53 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 27 Mar 2012 18:12:53 -0400 Subject: [rt-users] Error Condition Unimplemented in RT::Handle migration from 3.6.5 to 4.0.5 database In-Reply-To: References: <20120321004003.GO898@jibsheet.com> Message-ID: <20120327221253.GD898@jibsheet.com> On Tue, Mar 27, 2012 at 08:38:04AM +0200, Juanjo wrote: > I still can*t upgrade in the Centos Server. > > I have to install two Ubuntu servers. One with the 3.8 Version and one with 4.0.1 version > (with APT). And make and upgrade per version, Dump the original database and import to ubuntu, > for migrate to 3.8.10. Dump and migrate to version 4.0.1 and so the last migration to the > centos to reward at 4.0.5 > > :( a lot of job and hours of restrore innodb tables, or changing all tables form myisam to > innodb. Your Scrip #10 has a Condition of 0, that is completely invalid. Either delete that row or go into the UI and fix it to be a valid condition and then select a Stage of disabled to disable the Scrip. Setting a condition or action to 0 is something we allowed in earlier versions of RT but wasn't a valid state to be in. Later versions of 3.8 began enforcing this. I suspect you chose an early enough version of 3.8 to avoid this. -kevin > Any help with this problem. > > El 21 de marzo de 2012 08:58, Juanjo <[1]juanjillo at gmail.com> escribi*: > > My Database name is RT3. > > Execute the order to upgrade 3.7.19 and get this: > > Working with: > Type: mysql > Host: localhost > Name: rt3 > User: rt_user > DBA: root > [Wed Mar 21 07:57:27 2012] [debug]: RT's GnuPG libraries couldn't successfully read your > configured GnuPG home directory (/opt/rt4/var/data/gpg). PGP support has been disabled > (/opt/rt4/sbin/../lib/RT/Config.pm:595) > [Wed Mar 21 07:57:27 2012] [debug]: The RTAddressRegexp option is not set in the config. Not > setting this option results in additional SQL queries to check whether each address belongs > to RT or not. It is especially important to set this option if RT recieves emails on > addresses that are not in the database or config. (/opt/rt4/sbin/../lib/RT/Config.pm:454) > Now inserting data. > [Wed Mar 21 07:57:27 2012] [debug]: Going to load 'etc/upgrade/3.7.19/content' data file > (/opt/rt4/sbin/../lib/RT/Handle.pm:759) > Couldn't finish 'insert' step. > > ERROR: Couldn't load data from 'etc/upgrade/3.7.19/content' for import: > > ERROR:RT::Scrip::Condition Unimplemented in RT::Handle. (etc/upgrade/3.7.19/content line 27) > Compilation failed in require at /opt/rt4/sbin/../lib/RT/Handle.pm line 760. > > My script table, i don*t know if i can post and attacchment. so i paste the SQL > > -- phpMyAdmin SQL Dump > -- version 3.4.9 > -- [2]http://www.phpmyadmin.net > -- > -- Servidor: localhost > -- Tiempo de generaci*n: 21-03-2012 a las 08:53:29 > -- Versi*n del servidor: 5.5.21 > -- Versi*n de PHP: 5.3.10 > > SET SQL_MODE="NO_AUTO_VALUE_ON_ZERO"; > SET time_zone = "+00:00"; > > /*!40101 SET @OLD_CHARACTER_SET_CLIENT=@@CHARACTER_SET_CLIENT */; > /*!40101 SET @OLD_CHARACTER_SET_RESULTS=@@CHARACTER_SET_RESULTS */; > /*!40101 SET @OLD_COLLATION_CONNECTION=@@COLLATION_CONNECTION */; > /*!40101 SET NAMES utf8 */; > > -- > -- Base de datos: `rt3` > -- > > -- -------------------------------------------------------- > > -- > -- Estructura de tabla para la tabla `Scrips` > -- > > CREATE TABLE IF NOT EXISTS `Scrips` ( > `id` int(11) NOT NULL AUTO_INCREMENT, > `Description` varchar(255) DEFAULT NULL, > `ScripCondition` int(11) NOT NULL DEFAULT '0', > `ScripAction` int(11) NOT NULL DEFAULT '0', > `ConditionRules` text, > `ActionRules` text, > `CustomIsApplicableCode` text, > `CustomPrepareCode` text, > `CustomCommitCode` text, > `Stage` varchar(32) DEFAULT NULL, > `Queue` int(11) NOT NULL DEFAULT '0', > `Template` int(11) NOT NULL DEFAULT '0', > `Creator` int(11) NOT NULL DEFAULT '0', > `Created` datetime DEFAULT NULL, > `LastUpdatedBy` int(11) NOT NULL DEFAULT '0', > `LastUpdated` datetime DEFAULT NULL, > PRIMARY KEY (`id`) > ) ENGINE=InnoDB DEFAULT CHARSET=latin1 AUTO_INCREMENT=24 ; > > -- > -- Volcado de datos para la tabla `Scrips` > -- > > INSERT INTO `Scrips` (`id`, `Description`, `ScripCondition`, `ScripAction`, > `ConditionRules`, `ActionRules`, `CustomIsApplicableCode`, `CustomPrepareCode`, > `CustomCommitCode`, `Stage`, `Queue`, `Template`, `Creator`, `Created`, `LastUpdatedBy`, > `LastUpdated`) VALUES > (1, 'On Correspond Open Tickets', 3, 17, NULL, NULL, NULL, NULL, NULL, 'TransactionCreate', > 0, 1, 1, '2007-11-05 15:40:29', 1, '2007-11-05 15:40:29'), > (2, 'On Owner Change Notify Owner', 7, 4, NULL, NULL, NULL, NULL, NULL, 'TransactionCreate', > 0, 16, 1, '2007-11-05 15:40:29', 1, '2007-11-05 15:40:29'), > (3, 'On Create Autoreply', 1, 1, NULL, NULL, NULL, NULL, NULL, 'TransactionCreate', 0, 13, > 1, '2007-11-05 15:40:29', 1, '2007-11-05 15:40:29'), > (4, 'On Create Notify AdminCcs', 1, 8, NULL, NULL, NULL, NULL, NULL, 'TransactionCreate', 0, > 3, 1, '2007-11-05 15:40:29', 1, '2007-11-05 15:40:29'), > (5, 'On Correspond Notify AdminCcs', 3, 8, NULL, NULL, NULL, NULL, NULL, > 'TransactionCreate', 0, 4, 1, '2007-11-05 15:40:29', 1, '2007-11-05 15:40:29'), > (6, 'On Correspond Notify Requestors and Ccs', 3, 10, NULL, NULL, NULL, NULL, NULL, > 'TransactionCreate', 0, 5, 1, '2007-11-05 15:40:29', 1, '2007-11-05 15:40:29'), > (7, 'On Correspond Notify Other Recipients', 3, 14, NULL, NULL, NULL, NULL, NULL, > 'TransactionCreate', 0, 5, 1, '2007-11-05 15:40:29', 1, '2007-11-05 15:40:29'), > (8, 'On Comment Notify AdminCcs as Comment', 4, 7, NULL, NULL, NULL, NULL, NULL, > 'TransactionCreate', 0, 6, 1, '2007-11-05 15:40:29', 1, '2007-11-05 15:40:29'), > (9, 'On Comment Notify Other Recipients as Comment', 4, 13, NULL, NULL, NULL, NULL, NULL, > 'TransactionCreate', 0, 5, 1, '2007-11-05 15:40:29', 1, '2007-11-05 15:40:29'), > (10, NULL, 0, 2, NULL, NULL, NULL, NULL, NULL, 'TransactionCreate', 0, 8, 1, '2007-11-05 > 15:40:29', 1, '2007-11-05 15:40:29'), > (11, 'When an approval ticket is created, notify the Owner and AdminCc of the item awaiting > their approval', 10, 4, NULL, NULL, '\n $self->TicketObj->Type eq ''approval'' and\n > $self->TransactionObj->Field eq ''Status'' and\n $self->TransactionObj->NewValue eq ''open'' > and\n eval { $T::Approving = ($self->TicketObj->AllDependedOnBy( Type => ''ticket'' ))[0] > }\n ', NULL, NULL, 'TransactionCreate', 2, 9, 1, '2007-11-05 15:40:29', 1, '2007-11-05 > 15:40:29'), > (12, 'If an approval is rejected, reject the original and delete pending approvals', 5, 15, > NULL, NULL, NULL, '\n# ------------------------------------------------------------------- > #\nreturn(0) unless ( lc($self->TransactionObj->NewValue) eq "rejected" or\n > lc($self->TransactionObj->NewValue) eq "deleted" );\n\nmy $rejected = 0;\nmy $links = > $self->TicketObj->DependedOnBy;\nforeach my $link (@{ $links->ItemsArrayRef }) {\n my $obj = > $link->BaseObj;\n if ($obj->QueueObj->IsActiveStatus($obj->Status)) {\n if ($obj->Type eq > ''ticket'') {\n $obj->Comment(\n Content => $self->loc("Your request was rejected."),\n );\n > $obj->SetStatus(\n Status => ''rejected'',\n Force => 1,\n );\n\n $T::Approval = > $self->TicketObj; # so we can access it inside templates\n $self->{TicketObj} = $obj; # we > want the original id in the token line\n $rejected = 1;\n }\n else {\n $obj->SetStatus(\n > Status => ''deleted'',\n Force => 1,\n );\n }\n }\n}\n\n$links = > $self->TicketObj->DependsOn;\nforeach my $link (@{ $links->ItemsArrayRef }) {\n my $obj = > $link->TargetObj;\n if ($obj->QueueObj->IsActiveStatus($obj->Status)) {\n $obj->SetStatus(\n > Status => ''deleted'',\n Force => 1,\n );\n }\n}\n\n# Now magically turn myself into a > Requestor Notify object...\nrequire RT::Action::Notify; bless($self, > ''RT::Action::Notify'');\n$self->{Argument} = ''Requestor''; $self->Prepare;\n\nreturn > $rejected;\n# ------------------------------------------------------------------- #\n ', > '"never needed"', 'TransactionCreate', 2, 12, 1, '2007-11-05 15:40:29', 1, '2007-11-05 > 15:40:29'), > (13, 'When a ticket has been approved by any approver, add correspondence to the original > ticket', 9, 15, NULL, NULL, NULL, '\n# > ------------------------------------------------------------------- #\nreturn(0) unless > ($self->TicketObj->Type eq ''approval'');\n\nmy $note;\nmy $t = > $self->TicketObj->Transactions;\nwhile (my $o = $t->Next) {\n $note .= $o->Content . "\\n" > if $o->ContentObj\n and $o->Content !~ /Default Approval/;\n}\n\nforeach my $obj > ($self->TicketObj->AllDependedOnBy( Type => ''ticket'' )) {\n $obj->Comment(\n Content => > $self->loc( "Your request has been approved by [_1]. Other approvals may still be pending.", > # loc\n $self->TransactionObj->CreatorObj->Name,\n ) . "\\n" . $self->loc( "Approver''s > notes: [_1]", # loc\n $note\n ),\n );\n $T::Approval = $self->TicketObj; # so we can access > it inside templates\n $self->{TicketObj} = $obj; # we want the original id in the token > line\n}\n\n# Now magically turn myself into a Requestor Notify object...\nrequire > RT::Action::Notify; bless($self, ''RT::Action::Notify'');\n$self->{Argument} = > ''Requestor''; $self->Prepare;\n\nreturn 1;\n# > ------------------------------------------------------------------- #\n ', '"never needed"', > 'TransactionCreate', 2, 10, 1, '2007-11-05 15:40:29', 1, '2007-11-05 15:40:29'), > (14, 'When a ticket has been approved by all approvers, add correspondence to the original > ticket', 9, 15, NULL, NULL, NULL, '\n# > ------------------------------------------------------------------- #\n# Find all the > tickets that depend on this (that this is approving)\n\nmy $Ticket = $self->TicketObj;\nmy > @TOP = $Ticket->AllDependedOnBy( Type => ''ticket'' );\nmy $links = > $Ticket->DependedOnBy;\nmy $passed = 0;\n\nwhile (my $link = $links->Next) {\n my $obj = > $link->BaseObj;\n next if ($obj->HasUnresolvedDependencies( Type => ''approval'' ));\n\n if > ($obj->Type eq ''ticket'') {\n $obj->Comment(\n Content => $self->loc("Your request has been > approved."),\n );\n $T::Approval = $Ticket; # so we can access it inside templates\n > $self->{TicketObj} = $obj; # we want the original id in the token line\n $passed = 1;\n }\n > elsif ($obj->Type eq ''approval'') {\n $obj->SetStatus( Status => ''open'', Force => 1 );\n > }\n elsif ($RT::UseCodeTickets and $obj->Type eq ''code'') {\n my $code = > $obj->Transactions->First->Content;\n my $rv;\n\n foreach my $TOP (@TOP) {\n local $@;\n > $rv++ if eval $code;\n $RT::Logger->error("Cannot eval code: $@") if $@;\n }\n\n if ($rv or > !@TOP) {\n $obj->SetStatus( Status => ''resolved'', Force => 1,);\n }\n else {\n > $obj->SetStatus( Status => ''rejected'', Force => 1,);\n }\n }\n}\n\n# Now magically turn > myself into a Requestor Notify object...\nrequire RT::Action::Notify; bless($self, > ''RT::Action::Notify'');\n$self->{Argument} = ''Requestor''; $self->Prepare;\n\nreturn 0; # > ignore $passed;\n# ------------------------------------------------------------------- #\n > ', '"never needed"', 'TransactionCreate', 2, 11, 1, '2007-11-05 15:40:29', 1, '2007-11-05 > 15:40:29'), > (15, 'Notify Owner on Comment', 4, 4, NULL, NULL, '', '', '', 'TransactionCreate', 0, 5, 12, > '2007-11-06 18:03:24', 12, '2007-11-06 18:03:24'), > (16, 'Notify Owner on Correspondence', 3, 4, NULL, NULL, '', '', '', 'TransactionCreate', 0, > 5, 12, '2007-11-06 18:04:03', 12, '2007-11-06 18:04:03'), > (17, 'On Resolve in General-ES Reopen', 9, 15, NULL, NULL, '', 'return 1;', '# get out > unless ticket is in Dispatch\n return 1 unless $self->TicketObj->QueueObj->Name eq > "General-ES";\n\n # ok, re-open ticket\n $RT::Logger->info("Re-openinging ticket #". > $self->TicketObj->id ." - tried to resolve in Dispatch");\n my ($status, $msg) = > $self->TicketObj->SetStatus( "open" );\n\n return 1;\n', 'TransactionCreate', 0, 1, 12, > '2007-11-06 18:08:14', 12, '2007-11-06 18:08:14'), > (18, 'On Resolve Set Owner', 9, 15, NULL, NULL, '', 'return 1;', '# get actor ID\r\n my > $Actor = $self->TransactionObj->Creator;\r\n\r\n # if actor is RT_SystemUser then get out of > here\r\n return 1 if $Actor == $RT::SystemUser->id;\r\n\r\n # get out unless ticket owner is > nobody\r\n return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;\r\n\r\n # ok, try to > change owner\r\n $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user > #". $Actor );\r\n my ($status, $msg) = $self->TicketObj->SetOwner( $Actor );\r\n unless( > $status ) {\r\n $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" );\r\n > return undef;\r\n }\r\n\r\nreturn 1;', 'TransactionCreate', 0, 1, 12, '2007-11-06 18:15:05', > 12, '2007-11-06 18:15:05'), > (19, 'On Create Autoreply - General-DE', 1, 1, NULL, NULL, '', '', '', 'Disabled', 0, 14, > 12, '2007-11-07 12:41:40', 12, '2007-11-07 12:41:40'), > (20, 'On Create Autoreply - General-NL', 1, 1, NULL, NULL, '', '', '', 'Disabled', 0, 15, > 12, '2007-11-07 12:42:07', 12, '2007-11-07 12:42:07'), > (21, 'On Resolve in General-DE Reopen', 9, 15, NULL, NULL, '', 'return 1;', '# get out > unless ticket is in Dispatch\r\n return 1 unless $self->TicketObj->QueueObj->Name eq > "General-DE";\r\n\r\n # ok, re-open ticket\r\n $RT::Logger->info("Re-openinging ticket #". > $self->TicketObj->id ." - tried to resolve in Dispatch");\r\n my ($status, $msg) = > $self->TicketObj->SetStatus( "open" );\r\n\r\n return 1;\r\n', 'TransactionCreate', 0, 1, > 12, '2007-11-07 14:02:07', 12, '2007-11-07 14:02:07'), > (22, 'On Resolve in General-NL Reopen', 9, 15, NULL, NULL, '', 'return 1;', '# get out > unless ticket is in Dispatch\r\n return 1 unless $self->TicketObj->QueueObj->Name eq > "General-NL";\r\n\r\n # ok, re-open ticket\r\n $RT::Logger->info("Re-openinging ticket #". > $self->TicketObj->id ." - tried to resolve in Dispatch");\r\n my ($status, $msg) = > $self->TicketObj->SetStatus( "open" );\r\n\r\n return 1;\r\n', 'TransactionCreate', 0, 1, > 12, '2007-11-07 14:02:36', 12, '2007-11-07 14:02:36'), > (23, 'Notify Owner on Create', 1, 3, NULL, NULL, '', '', '', 'TransactionCreate', 0, 16, 12, > '2007-11-20 19:46:12', 12, '2007-11-20 19:46:12'); > > /*!40101 SET CHARACTER_SET_CLIENT=@OLD_CHARACTER_SET_CLIENT */; > /*!40101 SET CHARACTER_SET_RESULTS=@OLD_CHARACTER_SET_RESULTS */; > /*!40101 SET COLLATION_CONNECTION=@OLD_COLLATION_CONNECTION */; > > El 21 de marzo de 2012 01:40, Kevin Falcone <[3]falcone at bestpractical.com> escribi*: > > On Tue, Mar 20, 2012 at 12:06:46PM +0100, Juanjo wrote: > > I installa the new scenario, dump the old database and import in the new database. > > > > I try to upgrade the old to rt 4.0.5 installation. > > > > I do a Make initalize-database > > import the rt3 database on rt4 database and do: > > > > ./rt-setup-database --prompt-for-dba-password --action upgrade > > > > From 3.6.5 to 3.7.10 works fine > > > > but from 3.7.10 to 3.7.19 i get this error. > > > > Proceed [y/N]:y > > Processing 3.7.15 > > Now inserting data. > > Processing 3.7.19 > > Now inserting data. > > Couldn't finish 'upgrade' step. > > > > ERROR: Couldn't load data from './etc/upgrade/3.7.19/content' for import: > > > > ERROR:RT::Scrip::Condition Unimplemented in RT::Handle. (./etc/upgrade/3.7.19/content > line 27) > > Compilation failed in require at /opt/rt4/sbin/../lib/RT/Handle.pm line 760. > > Try setting Set($LogToScreen,'debug') in your RT_SiteConfig.pm and run > just the 3.7.19 step > > ./sbin/rt-setup-database --action insert --datadir etc/upgrade/3.7.19 > > It'd also be interesting to see what you have in your Scrips table. > -kevin > > -- > Un saludo. > Juanjo Corral > > -- > Un saludo. > Juanjo Corral > > References > > Visible links > 1. mailto:juanjillo at gmail.com > 2. http://www.phpmyadmin.net/ > 3. mailto:falcone at bestpractical.com -------------- 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 Mar 27 18:16:50 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 27 Mar 2012 18:16:50 -0400 Subject: [rt-users] RT External Authen/LDAP import with AD user names as numeric In-Reply-To: References: <20120326134530.GZ898@jibsheet.com> Message-ID: <20120327221650.GF898@jibsheet.com> On Tue, Mar 27, 2012 at 03:21:38PM +0530, Murugan wrote: > If i could Prefix a string,can i use AD authentication ?Can you guide me with that hack > ?thanks in advance You'll need to search the mailing list archives, I've not configured RT like this so I'm not sure what you'll need to do. -kevin > On Mon, Mar 26, 2012 at 7:15 PM, Kevin Falcone <[1]falcone at bestpractical.com> wrote: > > On Sat, Mar 24, 2012 at 03:59:27PM +0530, Murugan wrote: > > I am new to RT and installed RT4.05 in Ubuntu 11.10 with RT External authentication.Active > > Directory users whose login ID is numeric(say 0001234 which will be their employee id ) > cannot > > log in in RT(user names not created in RT). > > All others whose AD Login ID are alphabet/alphanumeric(like b001) can log in (user name > > created in RT). > > I tried LDAP import also and it fails fails with messages like > > [warning]: Skipping user '0003503', as it is numeric > > (/opt/rt4/local/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:969) > > > > Is there any way to authenticate or import users from LDAP without changing AD user names? > > If you search the list archives, you'll find people who've hacked up > RT-Authen-ExternalAuth or LDAPImporter to handle number usernames by > prefixing a string. RT does not allow numeric usernames, so this is a > required workaround. I don't think we've received a patch to make > that feature core in RT-Authen-ExternalAuth or the LDAPImporter. > > -kevin > > > This is my RT External Auth Config file > > > > Set($ExternalAuthPriority, [ 'My_LDAP' ] ); > > Set($ExternalInfoPriority, [ 'My_LDAP' ] ); > > Set($ExternalServiceUsesSSLorTLS, 0); > > Set($AutoCreateNonExternalUsers, 0); > > > > Set($ExternalSettings, { > > 'My_LDAP' => { > > > > 'type' => 'ldap', > > 'server' => '[1][2]serverr.domain.com', > > 'user' => 'cn=RT,ou=ouname,dc=example,dc=com', > > 'pass' => 'Welcome123', > > 'base' => 'dc=example,dc=com', > > > > 'filter' => '(&(ObjectCategory=User)(ObjectClass=Person))', > > 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', > > > > 'tls' => 0, > > # 'ssl_version' => 3, > > > > 'net_ldap_args' => [ version => 3 ], > > # 'group' => 'cn=RT Users,dc=sps,dc=co,dc=in', > > # 'group_attr' => 'member', > > > > 'attr_match_list' => [ 'Name','EmailAddress' ], > > 'attr_map' => { 'Name' => 'sAMAccountName', > > 'EmailAddress' => 'mail', > > 'Organization' => 'physicalDeliveryOfficeName', > > 'RealName' => 'cn', > > 'ExternalAuthId' => 'AMAccountName', > > 'Gecos' => 'sAMAccountName', > > 'WorkPhone' => 'telephoneNumber', > > 'Address1' => 'streetAddress', > > 'City' => 'l', > > 'State' => 'st', > > 'Zip' => 'postalCode', > > 'Country' => 'co' > > } > > > > In RT_Site Config.PM > > > > Set(@Plugins, qw(RT::Authen::ExternalAuth > > RTx::Calendar > > RT::Extension::JSGantt > > RT::Extension::QuickCalls > > RT::Extension::SLA > > RTx::TicketlistTransactions > > RT::Extension::Utils > > RTx::WorkflowBuilder > > RT::Extension::NotifyOwners)); > > > > require "/opt/rt4/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm"; > > Set($AutoCreate, {Privileged => 1}); > > > > Am i missing something ? > > > > Regards > > Murugan > > > > References -------------- 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 Mar 27 20:36:57 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 27 Mar 2012 20:36:57 -0400 Subject: [rt-users] RT-Extension-FormTools examples In-Reply-To: <4F723A75.7030208@willingminds.com> References: <4F723A75.7030208@willingminds.com> Message-ID: <20120328003657.GG898@jibsheet.com> On Tue, Mar 27, 2012 at 03:08:53PM -0700, David Good wrote: > > We have an existing RT 3.8.8 instance and our helpdesk manager has > noticed that they're creating a lot of similar tickets. We have several > custom fields definied and he'd like to be able to create certain > pre-defined ticket types that would automatically fill in the > appropriate values for these (mandatory) custom fields. > > I'm thinking that RT-Extension-FormTools will work, but I have no idea > how to put together a custom page with it. Are there any examples > anywhere I could look at for inspiration? I'm not sure that's the tool you're looking for. RT-Extension-FormTools is for building custom ticket creation forms. I'd probably modify the QuickCalls extension to support Custom Fields and use that to give them a list of "common ticket types". I can't remember if it's been updated to support CFs or not, so you might get lucky. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kenn.crocker at gmail.com Tue Mar 27 21:01:29 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Tue, 27 Mar 2012 18:01:29 -0700 Subject: [rt-users] RT-Extension-FormTools examples In-Reply-To: <20120328003657.GG898@jibsheet.com> References: <4F723A75.7030208@willingminds.com> <20120328003657.GG898@jibsheet.com> Message-ID: David, I'm not sure if this would work for you, but I've lalways used a script to pre-fill any other ticket fields (CF's or otherwise) based on the existing values of some other field. If you know what those values are and they are consistent, that might work. Kenn On Tue, Mar 27, 2012 at 5:36 PM, Kevin Falcone wrote: > On Tue, Mar 27, 2012 at 03:08:53PM -0700, David Good wrote: > > > > We have an existing RT 3.8.8 instance and our helpdesk manager has > > noticed that they're creating a lot of similar tickets. We have several > > custom fields definied and he'd like to be able to create certain > > pre-defined ticket types that would automatically fill in the > > appropriate values for these (mandatory) custom fields. > > > > I'm thinking that RT-Extension-FormTools will work, but I have no idea > > how to put together a custom page with it. Are there any examples > > anywhere I could look at for inspiration? > > I'm not sure that's the tool you're looking for. > RT-Extension-FormTools is for building custom ticket creation forms. > > I'd probably modify the QuickCalls extension to support Custom Fields > and use that to give them a list of "common ticket types". I can't > remember if it's been updated to support CFs or not, so you might get > lucky. > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From AArdalich at challengeltd.com Wed Mar 28 02:07:37 2012 From: AArdalich at challengeltd.com (Alex Ardalich) Date: Wed, 28 Mar 2012 16:37:37 +1030 Subject: [rt-users] 4.0.5 REST - adding an attachment - php Message-ID: Heyas, I'm stuck at how to put an attachment onto a ticket via REST and php. I'm successfully getting ticket information, creating a ticket, editing it and adding correspondence to it using 2 methods, curl and stream_content_create. Adding an attachment has me baffled. I understand I cannot do it at ticket creation, need to do it as adding a comment. I get as far as, Bad Request # No attachment for... If anyone has an example of how to do it I would be extremely grateful. Thanks, Alex From misilot at fit.edu Wed Mar 28 08:36:26 2012 From: misilot at fit.edu (Thomas Misilo) Date: Wed, 28 Mar 2012 08:36:26 -0400 Subject: [rt-users] Modify SelfService to include quick new ticket form. Message-ID: Good Morning, I was wondering if it is possible to edit the self service page, and add a quick ticket creation box to it? I cannot seem to find it anywhere in the admin interface. Thanks for the help, Tom -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Mar 28 09:38:07 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 28 Mar 2012 09:38:07 -0400 Subject: [rt-users] 4.0.5 REST - adding an attachment - php In-Reply-To: References: Message-ID: <4F73143F.8030101@bestpractical.com> On 03/28/2012 02:07 AM, Alex Ardalich wrote: > Adding an attachment has me baffled. I understand I cannot do it at > ticket creation, need to do it as adding a comment. > I get as far as, Bad Request # No attachment for... > > If anyone has an example of how to do it I would be extremely grateful. http://wiki.bestpractical.com/view/REST#Ticket_History_Comment Without showing us what you're trying, we can do nothing but guess. My guess is that you're not POSTing the attachment_1 field. From ptomblin at xcski.com Wed Mar 28 10:58:03 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Wed, 28 Mar 2012 10:58:03 -0400 Subject: [rt-users] Extensions Message-ID: Is there any documentation somewhere on how to package up the extensions - not how to write them, but how to do the other stuff like the Makefile.PL and META.yml so that it installs. I tried just copying the Makefile.PL and MANIFEST and META.yml from another project, but my html files didn't copy over. (I'm just starting the project, so all I have to install is some html mock-ups.) -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Mar 28 11:03:28 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 28 Mar 2012 10:03:28 -0500 Subject: [rt-users] Extensions In-Reply-To: References: Message-ID: <20120328150328.GA1493@jibsheet.com> On Wed, Mar 28, 2012 at 10:58:03AM -0400, Paul Tomblin wrote: > Is there any documentation somewhere on how to package up the extensions - not how to write > them, but how to do the other stuff like the Makefile.PL and META.yml so that it installs. I > tried just copying the Makefile.PL and MANIFEST and META.yml from another project, but my html > files didn't copy over. (I'm just starting the project, so all I have to install is some html > mock-ups.) Several of us use Dist-Zilla-MintingProfile-RTx which will generate a Makefile.PL and some other boring parts of RT extensions. You also need Module-Install-RTx on your development box so that the pieces of the extension that know where to put files for RT are included in the tarball. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ptomblin at xcski.com Wed Mar 28 12:59:47 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Wed, 28 Mar 2012 12:59:47 -0400 Subject: [rt-users] Extensions In-Reply-To: <20120328150328.GA1493@jibsheet.com> References: <20120328150328.GA1493@jibsheet.com> Message-ID: On Wed, Mar 28, 2012 at 11:03 AM, Kevin Falcone wrote: > On Wed, Mar 28, 2012 at 10:58:03AM -0400, Paul Tomblin wrote: > > Is there any documentation somewhere on how to package up the > extensions - not how to write > > them, but how to do the other stuff like the Makefile.PL and META.yml > so that it installs. I > > tried just copying the Makefile.PL and MANIFEST and META.yml from > another project, but my html > > files didn't copy over. (I'm just starting the project, so all I have > to install is some html > > mock-ups.) > > Several of us use Dist-Zilla-MintingProfile-RTx which will generate > a Makefile.PL and some other boring parts of RT extensions. You also > need Module-Install-RTx on your development box so that the pieces > of the extension that know where to put files for RT are included in > the tarball. > > Ok, I installed Dist-Zilla-MintingProfile-RTx using "perl -MCPAN -e shell", and it dragged in about a zillion required modules. Now the dzil.org page says that I use "dzil new" to create a new directory to get started, and I just need to do "dzil new RTx::FooBar", but I get a bunch of warnings: dzil new RTx::CareFirst [DZ] making target dir /home/ptomblin/src/rt-extension-carefirst/RTx-CareFirst [DZ] writing files to /home/ptomblin/src/rt-extension-carefirst/RTx-CareFirst [DZ] guessing dist's main_module is lib/RTx/CareFirst.pm [DZ] no license data in config, no %Rights stash, couldn't make a good guess at license from Pod; giving up [DZ] no license data in config, no %Rights stash, couldn't make a good guess at license from Pod; giving up at /usr/local/lib/perl/5.12.4/Moose/Meta/Method/Delegation.pm line 110 and then it creates a directory RTx-FooBar, and in that an empty dist.ini file and skeleton lib/RTx/FooBar.pm. I couldn't find any documentation on how to generate this "%Rights stash" or config. So instead I tried following the manual page on http://search.cpan.org/~falcone/Dist-Zilla-MintingProfile-RTx-0.05/lib/Dist/Zilla/MintingProfile/RTx.pmand so I tried "dzil new -P RTx RTx::FooBar" and instead I got even more errors and warnings: [DZ] making target dir /home/ptomblin/src/rt-extension-carefirst/RTx-FooBar [DZ] Unable to find main_module in the distribution [DZ] We tried to guess 'lib/RTx/FooBar.pm' but no file like that existed [DZ] Upon further inspection we didn't find any files in your dist, did you add any? [DZ] Cannot continue without a main_module [DZ] No %User stash and no copyright holder; can't determine dist author; configure author or a %User section [DZ] No %User stash and no copyright holder; can't determine dist author; configure author or a %User section at /usr/local/lib/perl/5.12.4/Moose/Meta/Method/Delegation.pm line 110 and this time the RTx-FooBar directory is empty. I feel like I'm trying to learn how to swim, and I keep getting thrown into the shark tank. Can somebody please point me towards the shallow (non shark infested) end? -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Wed Mar 28 13:05:30 2012 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Wed, 28 Mar 2012 13:05:30 -0400 Subject: [rt-users] Seeing unprivileged users in Tools->Configuration->Users Message-ID: <4DD6AB329450D847913EA76D7F3C6B8310B6B87E@valkyrie.ogp.qvii.com> I'm debating using unprivileged users in our upcoming prelaunch of RT to help keep confusion down. One thing I noticed is I can't see unprivileged users in the User Manager. If I do a search based on the users' credentials/attributes I can find them. Is there a way to make the Privileged Users screen show all users or is there place I should be looking at for this? Stephen Cena MIS/IT Dept - Quality Vision International 850 Hudson Ave Rochester,NY. 14621 Ph: 585-544-0450 x300 "Thank you for helping us help you help us all." -------------- next part -------------- An HTML attachment was scrubbed... URL: From dgood at willingminds.com Wed Mar 28 13:51:14 2012 From: dgood at willingminds.com (David Good) Date: Wed, 28 Mar 2012 10:51:14 -0700 Subject: [rt-users] RT-Extension-FormTools examples In-Reply-To: <20120328003657.GG898@jibsheet.com> References: <4F723A75.7030208@willingminds.com> <20120328003657.GG898@jibsheet.com> Message-ID: <4F734F92.3020109@willingminds.com> On 3/27/2012 5:36 PM, Kevin Falcone wrote: > On Tue, Mar 27, 2012 at 03:08:53PM -0700, David Good wrote: >> >> We have an existing RT 3.8.8 instance and our helpdesk manager has >> noticed that they're creating a lot of similar tickets. We have several >> custom fields definied and he'd like to be able to create certain >> pre-defined ticket types that would automatically fill in the >> appropriate values for these (mandatory) custom fields. >> >> I'm thinking that RT-Extension-FormTools will work, but I have no idea >> how to put together a custom page with it. Are there any examples >> anywhere I could look at for inspiration? > > I'm not sure that's the tool you're looking for. > RT-Extension-FormTools is for building custom ticket creation forms. > > I'd probably modify the QuickCalls extension to support Custom Fields > and use that to give them a list of "common ticket types". I can't > remember if it's been updated to support CFs or not, so you might get > lucky. You're right -- QuickCalls is exactly what we need. You can set Custom Fields as well, you just have to know the field's ID and then to set its value you'd use 'CustomField-' instead of the field name, like this: Set($QuickCalls, [ { Name => 'New Account Request', Queue => 'Helpdesk', Status => 'open', 'CustomField-3' => 'Your desired Custom Field value', SetOwnerToCurrentUser => 1, }, ] ); The SetOwnerToCurrentUser option is nice, too. It should probably be documented somewhere -- I only found it when I was poking around trying to figure out how to set Custom Field values. From Izz.Abdullah at hibbett.com Wed Mar 28 14:34:31 2012 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Wed, 28 Mar 2012 18:34:31 +0000 Subject: [rt-users] Generate engineer report for average ticket close time Message-ID: We are running RT 4.0.2 and need the availability to generate, on a per user / engineer basis, a report which will give the average time from ticket creation to ticket resolution. I found this perl script: http://requesttracker.wikia.com/wiki/Ticket_Lifetime_Report The script there would probably serve the purpose well for what we need internally, except I am unsure where this was intended to run from. I would like to be able to create a link for each helpdesk user to see this type of information so that they can track their goals and work to cut down on ticket time. Most of our helpdesk does not use the 'TimeWorked' field, and even if so, that wouldn't be a good representation of a ticket's life span. I apologize if this has been asked previously, but a search on my mail didn't return anything promising. I would greatly appreciate any assistance. Regards, Izz -------------- next part -------------- An HTML attachment was scrubbed... URL: From keith.d.schincke at nasa.gov Wed Mar 28 15:37:54 2012 From: keith.d.schincke at nasa.gov (Schincke, Keith D. (JSC-IT)[DB Consulting Group, Inc.]) Date: Wed, 28 Mar 2012 14:37:54 -0500 Subject: [rt-users] Linked Custom Field Display Issue Message-ID: <7015120421BE8B46B9FD39DEA1585AB3AAB6E339@NDJSSCC04.ndc.nasa.gov> Our RT instance is 3.8.11 and our web browsers are IE 7 & 8 and a variety of FF versions. I have created a "Select One" custom field for work areas and another "Select One" customer field as applications. The applications listed depend on the work area selected. We are able to create tickets and assign both the work area and the application as expected. The correct information is display in the "Custom Fields" area of the Display.html In IE, the display issue occurs when Modify.html attempts to update the custom fields. The correct work area is displayed. The correct applications are available but "(no value)" is the selected item. If the ticket is saved without updating the application selection then the selected value is removed and not displayed on Display.html. In FF, everything displays correctly. I have been able to replicate this with the 4.x instance running on http://rt.easter-eggs.org/demos/stable/ This seems to be a JavaScript/DOM compatibility difference between IE and FF. Is this an issue that can be fixed with updates to the JavaScript? I have too many people working with IE only. Thanks for any help Keith Keith Schincke CAP, LPIC-1, RHCA, RHCSS Team Lead IT Security System Administration, ITAMS Building 46, Room 110A email to: keith.d.schincke at nasa.gov 281-244-0183 Office 832-205-1534 Mobile 281-244-5708 Fax ITAMS - Information Technology And Multimedia Services Contract "One Team, One Vision >> Partnered For Innovative Solutions" -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Mar 28 16:00:50 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 28 Mar 2012 15:00:50 -0500 Subject: [rt-users] RT-Extension-FormTools examples In-Reply-To: <4F734F92.3020109@willingminds.com> References: <4F723A75.7030208@willingminds.com> <20120328003657.GG898@jibsheet.com> <4F734F92.3020109@willingminds.com> Message-ID: <20120328200050.GB1493@jibsheet.com> On Wed, Mar 28, 2012 at 10:51:14AM -0700, David Good wrote: > On 3/27/2012 5:36 PM, Kevin Falcone wrote: > > On Tue, Mar 27, 2012 at 03:08:53PM -0700, David Good wrote: > You're right -- QuickCalls is exactly what we need. You can set Custom > Fields as well, you just have to know the field's ID and then to set its > value you'd use 'CustomField-' instead of the field name, like this: Oh, good, that was my guess but I wasn't sure. It get's complicated to load CFs by name. > Set($QuickCalls, > [ > { > Name => 'New Account Request', > Queue => 'Helpdesk', > Status => 'open', > 'CustomField-3' => 'Your desired Custom Field value', > SetOwnerToCurrentUser => 1, > }, > ] > ); > > The SetOwnerToCurrentUser option is nice, too. It should probably be > documented somewhere -- I only found it when I was poking around trying > to figure out how to set Custom Field values. > Feel free to send a doc patch over to the rt.cpan queue. I believe the feature was contributed as a patch and the lazy applier (probably me) forgot to request docs or write them. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From dominic.hargreaves at oucs.ox.ac.uk Wed Mar 28 17:25:38 2012 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Wed, 28 Mar 2012 22:25:38 +0100 Subject: [rt-users] Debian/Ubuntu rt-setup-database doesn?t work In-Reply-To: References: Message-ID: <20120328212538.GA20908@stranger-here-myself.oucs.ox.ac.uk> This looks like a bug in request-tracker4 in Debian, so I've filed a bug: http://bugs.debian.org/666123 On Sat, Mar 24, 2012 at 12:56:30AM +0100, Juanjo wrote: > Install PERL-DOC packages and works. Sorry. > > El 24 de marzo de 2012 00:16, Juanjo escribi?: > > > Hi Again. > > > > I have two installations, one with Ubuntu Server 11.10 and another with > > Debian Wheezy. With RT4 installed trought apt-get > > Both installations give me the same error. > > > > # ./rt-setup-database-4 > > > > Dont return the options of this command. I get the PERL code that use this > > command. > > > > Perhaps i forget some packet to install... > > > > Any help? > > > > -- > > Un saludo. > > Juanjo Corral > > > > > > -- > Un saludo. > Juanjo Corral -- 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 ptomblin at xcski.com Wed Mar 28 17:56:13 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Wed, 28 Mar 2012 17:56:13 -0400 Subject: [rt-users] Tests Message-ID: Is it possible to do a perl unit test that uses the RT config file? I tried this is my test: #!perl -T use Test::More tests => 1; use RT; BEGIN { RT::LoadConfig(); use_ok( 'RTx:FooBar' ); }; And I get some errors about being unable to use RT_SiteConfig.pm: t/01-db.t ......... Couldn't load RT config file RT_SiteConfig.pm: Insecure dependency in require while running with -T switch at /opt/rt4/lib/RT/Config.pm line 904. BEGIN failed--compilation aborted at t/01-db.t line 11. # Looks like your test exited with 2 before it could output anything. t/01-db.t ......... Dubious, test returned 2 (wstat 512, 0x200) I've got RTHOME and PERL5LIB set so that it can find the RT installation and libs. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From eng_ahmadshaban at yahoo.com Wed Mar 28 18:45:39 2012 From: eng_ahmadshaban at yahoo.com (ahmad shaban) Date: Wed, 28 Mar 2012 15:45:39 -0700 (PDT) Subject: [rt-users] no response after login Message-ID: <1332974739.21235.YahooMailNeo@web113305.mail.gq1.yahoo.com> Dear , I installed? a? new version of? rt 4.0.5 on Ubuntu? with MySQL database. After login with root I receive no response , just redirects me to ??/NoAuth/Login.html ..i have review the configuration as below ? ? ? site config ? Set( $rtname, 'rtsystem'); Set($Organization, "rtsystem.ipmagix.com"); Set($Timezone, 'Africa/Cairo'); #Set($WebBaseURL, "http://rtsystem.ipmagix.com/"); #Set($WebPath,"/"); Set($WebDomain,'10.10.1.110'); Set($SendmailPath, "/usr/lib/sendmail"); Set($LogToSyslog, '');???????????? Set($LogToFile, 'debug');????????? Set($LogDir, '/opt/rt4/var/log');? Set($LogToFileNamed , "rt.log");?? ? VirtualHost config ? ??? ServerAdmin webmaster at localhost ??? ServerName rtsystem ? ??? DocumentRoot /opt/rt4/share/html ??? AddDefaultCharset UTF-8 ??? ErrorLog /opt/rt4/var/log/apache2.error ??? TransferLog /opt/rt4/var/log/apache2.access ????? SetHandler /opt/rt4/sbin/rt-server.fcgi ????? AddHandler fastcgi-script fcgi ????? ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ ??? ??????? SetHandler default ??? ??? Order allow,deny Allow from all ? AddDefaultCharset UTF-8 ? SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); ? apache2.access log ? [28/Mar/2012:15:50:58 +0200] "GET / HTTP/1.1" 200 1696 [28/Mar/2012:15:50:59 +0200] "GET /NoAuth/images/bpslogo.png HTTP/1.1" 200 3929 [28/Mar/2012:15:50:59 +0200] "GET /NoAuth/css/print.css HTTP/1.1" 200 989 [28/Mar/2012:15:50:59 +0200] "GET /NoAuth/js/squished-6812ec8beec9403a8b720b6be4f3d8c9.js HTTP/1.1" 200 62655 [28/Mar/2012:15:50:59 +0200] "GET /NoAuth/css/aileron-squished-14db9fc647cded1a2cab3bdfc63aad2f.css HTTP/1.1" 200 15297 [28/Mar/2012:15:51:00 +0200] "GET /NoAuth/css/web2/images/background-gradient.png HTTP/1.1" 200 394 [28/Mar/2012:15:51:05 +0200] "POST /NoAuth/Login.html HTTP/1.1" 200 26 [28/Mar/2012:15:51:14 +0200] "OPTIONS * HTTP/1.0" 200 - [28/Mar/2012:15:51:20 +0200] "OPTIONS * HTTP/1.0" 200 - ? rt.log ? [Wed Mar 28 13:50:39 2012] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt4/var/data/gpg). PGP support has been disabled (/opt/rt4/sbin/../lib/RT/Config.pm:595) [Wed Mar 28 13:50:39 2012] [debug]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/opt/rt4/sbin/../lib/RT/Config.pm:454) [Wed Mar 28 13:51:05 2012] [info]: Successful login for root from 10.10.1.106 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:670) ? ? So please if you have any idea please feed me back BR Ahemd Shaban -------------- next part -------------- An HTML attachment was scrubbed... URL: From drey111 at gmail.com Wed Mar 28 18:52:50 2012 From: drey111 at gmail.com (Joe Harris) Date: Wed, 28 Mar 2012 18:52:50 -0400 Subject: [rt-users] Tests In-Reply-To: References: Message-ID: <81671A3A-4B62-47A5-BAD4-B2E09E825D9D@gmail.com> In your script add: use libs /opt/rt4/lib/ To see if for some reason your env vars aren't seeing the RT path. It "may" be use lib and not use libs. I'm not at workstation to log in and check. Sent from my mobile device. On Mar 28, 2012, at 5:56 PM, Paul Tomblin wrote: > Is it possible to do a perl unit test that uses the RT config file? I tried this is my test: > > #!perl -T > > use Test::More tests => 1; > > use RT; > > BEGIN { > RT::LoadConfig(); > use_ok( 'RTx:FooBar' ); > }; > > And I get some errors about being unable to use RT_SiteConfig.pm: > t/01-db.t ......... Couldn't load RT config file RT_SiteConfig.pm: > > Insecure dependency in require while running with -T switch at /opt/rt4/lib/RT/Config.pm line 904. > BEGIN failed--compilation aborted at t/01-db.t line 11. > # Looks like your test exited with 2 before it could output anything. > t/01-db.t ......... Dubious, test returned 2 (wstat 512, 0x200) > > I've got RTHOME and PERL5LIB set so that it can find the RT installation and libs. > > -- > http://www.linkedin.com/in/paultomblin > http://careers.stackoverflow.com/ptomblin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From drey111 at gmail.com Wed Mar 28 18:54:55 2012 From: drey111 at gmail.com (Joe Harris) Date: Wed, 28 Mar 2012 18:54:55 -0400 Subject: [rt-users] no response after login In-Reply-To: <1332974739.21235.YahooMailNeo@web113305.mail.gq1.yahoo.com> References: <1332974739.21235.YahooMailNeo@web113305.mail.gq1.yahoo.com> Message-ID: <63FF0763-C33A-4505-85DA-52C188761AA5@gmail.com> Make sure the noauth folder is owned by the web user. And I think after the change you need to delete mason cache. Someone correct me if I'm wrong. I think my initial installation I had this issue and it was the fix. Sent from my mobile device. On Mar 28, 2012, at 6:45 PM, ahmad shaban wrote: > > Dear , > I installed a new version of rt 4.0.5 on Ubuntu with MySQL database. After login with root I receive no response , just redirects me to /NoAuth/Login.html ..i have review the configuration as below > > > > site config > > Set( $rtname, 'rtsystem'); > Set($Organization, "rtsystem.ipmagix.com"); > Set($Timezone, 'Africa/Cairo'); > #Set($WebBaseURL, "http://rtsystem.ipmagix.com/"); > #Set($WebPath,"/"); > Set($WebDomain,'10.10.1.110'); > Set($SendmailPath, "/usr/lib/sendmail"); > Set($LogToSyslog, ''); > Set($LogToFile, 'debug'); > Set($LogDir, '/opt/rt4/var/log'); > Set($LogToFileNamed , "rt.log"); > > VirtualHost config > > > ServerAdmin webmaster at localhost > ServerName rtsystem > > DocumentRoot /opt/rt4/share/html > AddDefaultCharset UTF-8 > ErrorLog /opt/rt4/var/log/apache2.error > TransferLog /opt/rt4/var/log/apache2.access > SetHandler /opt/rt4/sbin/rt-server.fcgi > AddHandler fastcgi-script fcgi > ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ > > SetHandler default > > > Order allow,deny > Allow from all > > AddDefaultCharset UTF-8 > > SetHandler perl-script > PerlResponseHandler Plack::Handler::Apache2 > PerlSetVar psgi_app /opt/rt4/sbin/rt-server > > > use Plack::Handler::Apache2; > Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > > > > apache2.access log > > [28/Mar/2012:15:50:58 +0200] "GET / HTTP/1.1" 200 1696 > [28/Mar/2012:15:50:59 +0200] "GET /NoAuth/images/bpslogo.png HTTP/1.1" 200 3929 > [28/Mar/2012:15:50:59 +0200] "GET /NoAuth/css/print.css HTTP/1.1" 200 989 > [28/Mar/2012:15:50:59 +0200] "GET /NoAuth/js/squished-6812ec8beec9403a8b720b6be4f3d8c9.js HTTP/1.1" 200 62655 > [28/Mar/2012:15:50:59 +0200] "GET /NoAuth/css/aileron-squished-14db9fc647cded1a2cab3bdfc63aad2f.css HTTP/1.1" 200 15297 > [28/Mar/2012:15:51:00 +0200] "GET /NoAuth/css/web2/images/background-gradient.png HTTP/1.1" 200 394 > [28/Mar/2012:15:51:05 +0200] "POST /NoAuth/Login.html HTTP/1.1" 200 26 > [28/Mar/2012:15:51:14 +0200] "OPTIONS * HTTP/1.0" 200 - > [28/Mar/2012:15:51:20 +0200] "OPTIONS * HTTP/1.0" 200 - > > rt.log > > [Wed Mar 28 13:50:39 2012] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt4/var/data/gpg). PGP support has been disabled (/opt/rt4/sbin/../lib/RT/Config.pm:595) > [Wed Mar 28 13:50:39 2012] [debug]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/opt/rt4/sbin/../lib/RT/Config.pm:454) > [Wed Mar 28 13:51:05 2012] [info]: Successful login for root from 10.10.1.106 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:670) > > > So please if you have any idea please feed me back > BR > Ahemd Shaban > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ptomblin at xcski.com Wed Mar 28 19:08:34 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Wed, 28 Mar 2012 19:08:34 -0400 Subject: [rt-users] Tests In-Reply-To: <81671A3A-4B62-47A5-BAD4-B2E09E825D9D@gmail.com> References: <81671A3A-4B62-47A5-BAD4-B2E09E825D9D@gmail.com> Message-ID: On Wed, Mar 28, 2012 at 6:52 PM, Joe Harris wrote: > In your script add: > > use libs /opt/rt4/lib/ > > To see if for some reason your env vars aren't seeing the RT path. > > Turns out it's 'use lib qw{/opt/rt4/lib};', but it didn't seem to help. Thanks anyway. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From AArdalich at challengeltd.com Wed Mar 28 19:40:35 2012 From: AArdalich at challengeltd.com (Alex Ardalich) Date: Thu, 29 Mar 2012 10:10:35 +1030 Subject: [rt-users] 4.0.5 REST - adding an attachment - php In-Reply-To: <4F73143F.8030101@bestpractical.com> References: <4F73143F.8030101@bestpractical.com> Message-ID: Thanks Thomas Not using curl ----- $attachment_1 = file_get_contents(FCPATH . '/test.pdf'); $content = "id: 15818\n"; $content = $content . "Action: correspond\n"; $content = $content . "Text: Im adding some text\n And adding some more text\n And some more\n"; $content = $content . "TimeWorked: 30\n"; $content = $content . "Attachment: test.pdf\n"; $url = 'http://rt4.challengeltd.net/REST/1.0/'; $url .= 'ticket/15818/comment'; $post_data = array( 'user' => 'user', 'pass' => 'password', 'content' => $content, 'attachment_1' => $attachment_1 ); $data = http_build_query($post_data); $params = array( 'http' => array( 'method' => 'POST', 'header' => 'Content-type: application/x-www-form-urlencoded', 'content' => $data )); $ctx = stream_context_create($params); $response = file_get_contents($url, false, $ctx); print_r($response); ------ Using curl --- $attachment_1 = file_get_contents(FCPATH . '/test.pdf'); $content = "id: 15818\n"; $content = $content . "Action: correspond\n"; $content = $content . "Text: Im adding some text\n And adding some more text\n And some more\n"; $content = $content . "TimeWorked: 30\n"; $content = $content . "Attachment: test.pdf\n"; $request = 'http://rt4.challengeltd.net/REST/1.0/'; $request .= 'ticket/15818/comment'; $postargs = array( 'user' => 'aardalich', 'pass' => 'BluesPacer', 'content' => $content, 'attachment_1' => $attachment_1 ); // get the curl session object $session = curl_init($request); // set the POST options curl_setopt ($session, CURLOPT_POST, true); curl_setopt ($session, CURLOPT_POSTFIELDS, $postargs); curl_setopt($session, CURLOPT_HEADER, true); curl_setopt($session, CURLOPT_RETURNTRANSFER, true); curl_setopt( $session, CURLOPT_HTTPHEADER, array( 'Expect:' ) ); // do the POST and then close the session $response = curl_exec($session); print_r($response); curl_close($session); ------- Expect I'm not grabbing the raw file correctly, or encoding it or something. Unsure of how. I was thinking the other way I could go is (after creating the ticket and getting the number from the response back) is to then send in an email with the attachment with the correct subject so it lands in the ticket. Thanks, Alex -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Thursday, 29 March 2012 12:08 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] 4.0.5 REST - adding an attachment - php On 03/28/2012 02:07 AM, Alex Ardalich wrote: > Adding an attachment has me baffled. I understand I cannot do it at > ticket creation, need to do it as adding a comment. > I get as far as, Bad Request # No attachment for... > > If anyone has an example of how to do it I would be extremely grateful. http://wiki.bestpractical.com/view/REST#Ticket_History_Comment Without showing us what you're trying, we can do nothing but guess. My guess is that you're not POSTing the attachment_1 field. From trs at bestpractical.com Wed Mar 28 22:40:50 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 28 Mar 2012 22:40:50 -0400 Subject: [rt-users] 4.0.5 REST - adding an attachment - php In-Reply-To: References: <4F73143F.8030101@bestpractical.com> Message-ID: <4F73CBB2.8080806@bestpractical.com> On 03/28/2012 07:40 PM, Alex Ardalich wrote: > $params = array( > 'http' => array( > 'method' => 'POST', > 'header' => 'Content-type: > application/x-www-form-urlencoded', > 'content' => $data > )); This is certainly the wrong content-type. You want a multipart content type since uploads generally can't work url encoded. > $postargs = array( > 'user' => 'aardalich', > 'pass' => 'BluesPacer', > 'content' => $content, > 'attachment_1' => $attachment_1 > ); You probably want to change that password now... > // get the curl session object > $session = curl_init($request); > > // set the POST options > curl_setopt ($session, CURLOPT_POST, true); > curl_setopt ($session, CURLOPT_POSTFIELDS, $postargs); > curl_setopt($session, CURLOPT_HEADER, true); > curl_setopt($session, CURLOPT_RETURNTRANSFER, true); > curl_setopt( $session, CURLOPT_HTTPHEADER, array( 'Expect:' ) ); I don't know enough about the PHP curl interface to tell if the POST is getting constructed correctly by this code. Since it doesn't work, however, I suspect it's subtly wrong. > Expect I'm not grabbing the raw file correctly, or encoding it or > something. Unsure of how. The POST data needs to be a multipart MIME entity. Look at the other language examples of POSTing attachment_1 on the wiki page I linked to. For debugging, capture the request that's actually sent by your code over the network. For figuring out what the POST is supposed to look like, capture what /opt/rt4/bin/rt sends when you submit a comment with an attachment. Thomas From trs at bestpractical.com Wed Mar 28 22:43:24 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 28 Mar 2012 22:43:24 -0400 Subject: [rt-users] no response after login In-Reply-To: <1332974739.21235.YahooMailNeo@web113305.mail.gq1.yahoo.com> References: <1332974739.21235.YahooMailNeo@web113305.mail.gq1.yahoo.com> Message-ID: <4F73CC4C.5080303@bestpractical.com> On 03/28/2012 06:45 PM, ahmad shaban wrote: > > ServerAdmin webmaster at localhost > ServerName rtsystem > > DocumentRoot /opt/rt4/share/html > AddDefaultCharset UTF-8 > ErrorLog /opt/rt4/var/log/apache2.error > TransferLog /opt/rt4/var/log/apache2.access > SetHandler /opt/rt4/sbin/rt-server.fcgi > AddHandler fastcgi-script fcgi > ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ > > SetHandler default > > > Order allow,deny > Allow from all > > AddDefaultCharset UTF-8 > > SetHandler perl-script > PerlResponseHandler Plack::Handler::Apache2 > PerlSetVar psgi_app /opt/rt4/sbin/rt-server > > > use Plack::Handler::Apache2; > Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > > Uh, you appear to have mixed a mod_perl config with a fastcgi config. You need to pick one. From jasonbrayshaw at aurion.com.au Wed Mar 28 22:56:53 2012 From: jasonbrayshaw at aurion.com.au (JasonBrayshaw) Date: Wed, 28 Mar 2012 19:56:53 -0700 (PDT) Subject: [rt-users] RT4.0.5 Query Builder and Custom Queue Fields Message-ID: <33544865.post@talk.nabble.com> Hi All, I am having issues with custom queue fields and identifying them through Query Builder. I am sure I have missed a step somewhere, but have been working on this for 3 days now without luck. I have configured the custom field for the queue, applied it to all all queues (global). I have selected a value for this custom field agsinst all queues. When I open the query builder, select the queue and select add these terms. The custom fields do not update. They remain as the ticket custom fields. I have tried logging on as different users, even as the root user without luck. I'm sure it is something basic or simple that I have forgotten, however it is doing my head in. Could someone point me in the right direction. Cheers, Jason -- View this message in context: http://old.nabble.com/RT4.0.5-Query-Builder-and-Custom-Queue-Fields-tp33544865p33544865.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From AArdalich at challengeltd.com Wed Mar 28 23:13:44 2012 From: AArdalich at challengeltd.com (Alex Ardalich) Date: Thu, 29 Mar 2012 13:43:44 +1030 Subject: [rt-users] 4.0.5 REST - adding an attachment - php In-Reply-To: <4F73CBB2.8080806@bestpractical.com> References: <4F73143F.8030101@bestpractical.com> <4F73CBB2.8080806@bestpractical.com> Message-ID: Will do, thanks for your help. And yes, as soon as I sent it, argh, forgot one of the user/pass spots :) Alex From tjrc at sanger.ac.uk Thu Mar 29 04:54:37 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Thu, 29 Mar 2012 09:54:37 +0100 Subject: [rt-users] Tests In-Reply-To: References: Message-ID: <957A233A-7227-4935-B7A7-86D816F2D840@sanger.ac.uk> On 28 Mar 2012, at 22:56, Paul Tomblin wrote: > Insecure dependency in require while running with -T switch at /opt/rt4/lib/RT/Config.pm line 904. That's the key line. It looks like a conflict between using taint mode and the Config.pm file. Try the test without taint mode on? It doesn't really matter for a unit test, and RT is known not to work under taint mode 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 givano at gmail.com Thu Mar 29 05:12:27 2012 From: givano at gmail.com (Givano) Date: Thu, 29 Mar 2012 11:12:27 +0200 Subject: [rt-users] chart link with double slash in dashboard In-Reply-To: References: Message-ID: Hi, when I open a saved chart over dashboard the edit menu "Edit Search Advanced Show Results..." is not showing up. After comparing with saved searches view I've noticed that the link in Dashboard to this chart have a second slash between hostname and Search - looking like following: https://rt.company.com//Search/Chart.html?ChartStyle=bar&Format=&PrimaryGroupBy=Owner.RealName&Query=Queue%20%3D%20'COMPANY%3A%3ACIT%3A%3AInfrastructure'%20AND%20(%20%20Status%20%3D%20'resolved'%20)%20AND%20Resolved%20%3E%20'7%20days%20ago'&SavedSearchId=RT%3A%3AGroup-8498-SavedSearch-88160&SearchType=Chart When I manually remove the second slash the edit menu appears again. The link is builded wrongly only for charts, normal saved searches don't have this second slash. I checked my config files, also tried rt 4.0.5 - with same result. It looks like a bug in RT for me but maybe it's something wrong with my config. Anyone can confirm this problem as well? Thanks in advance, Ivan From eng_ahmadshaban at yahoo.com Thu Mar 29 05:16:23 2012 From: eng_ahmadshaban at yahoo.com (ahmad shaban) Date: Thu, 29 Mar 2012 02:16:23 -0700 (PDT) Subject: [rt-users] no response after login In-Reply-To: <63FF0763-C33A-4505-85DA-52C188761AA5@gmail.com> References: <1332974739.21235.YahooMailNeo@web113305.mail.gq1.yahoo.com> <63FF0763-C33A-4505-85DA-52C188761AA5@gmail.com> Message-ID: <1333012583.73535.YahooMailNeo@web113308.mail.gq1.yahoo.com> I have reconfigured the virtual host to use only mod_perl ...I changed the owner of? noauth folder , delete mason cache, restart the service, changed the own of mason cache to be owned be www..restart the service..I logged ..but still the problem.. ________________________________ From: Joe Harris To: ahmad shaban Cc: "rt-users at lists.bestpractical.com" Sent: Thursday, March 29, 2012 12:54 AM Subject: Re: [rt-users] no response after login Make sure the noauth folder is owned by the web user. ?And I think after the change you need to delete mason cache.? Someone correct me if I'm wrong. I think my initial installation I had this issue and it was the fix.? Sent from my mobile device.? On Mar 28, 2012, at 6:45 PM, ahmad shaban wrote: > >Dear , >I installed? a? new version of? rt 4.0.5 on Ubuntu? with MySQL database. After login with root I receive no response , just redirects me to ??/NoAuth/Login.html ..i have review the configuration as below >? >? >? >site config >? >Set( $rtname, 'rtsystem'); >Set($Organization, "rtsystem.ipmagix.com"); >Set($Timezone, 'Africa/Cairo'); >#Set($WebBaseURL, "http://rtsystem.ipmagix.com/"); >#Set($WebPath,"/"); >Set($WebDomain,'10.10.1.110'); >Set($SendmailPath, "/usr/lib/sendmail"); >Set($LogToSyslog, '');???????????? >Set($LogToFile, 'debug');????????? >Set($LogDir, '/opt/rt4/var/log');? >Set($LogToFileNamed , "rt.log");?? >? >VirtualHost config >? > >??? ServerAdmin webmaster at localhost >??? ServerName rtsystem >? >??? DocumentRoot /opt/rt4/share/html >??? AddDefaultCharset UTF-8 >??? ErrorLog /opt/rt4/var/log/apache2.error >??? TransferLog /opt/rt4/var/log/apache2.access >????? SetHandler /opt/rt4/sbin/rt-server.fcgi >????? AddHandler fastcgi-script fcgi >????? ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ >??? >??????? SetHandler default >??? >??? >Order allow,deny >Allow from all >? >AddDefaultCharset UTF-8 >? >SetHandler perl-script >PerlResponseHandler Plack::Handler::Apache2 >PerlSetVar psgi_app /opt/rt4/sbin/rt-server > > >use Plack::Handler::Apache2; >Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > > >? >apache2.access log >? >[28/Mar/2012:15:50:58 +0200] "GET / HTTP/1.1" 200 1696 >[28/Mar/2012:15:50:59 +0200] "GET /NoAuth/images/bpslogo.png HTTP/1.1" 200 3929 >[28/Mar/2012:15:50:59 +0200] "GET /NoAuth/css/print.css HTTP/1.1" 200 989 >[28/Mar/2012:15:50:59 +0200] "GET /NoAuth/js/squished-6812ec8beec9403a8b720b6be4f3d8c9.js HTTP/1.1" 200 62655 >[28/Mar/2012:15:50:59 +0200] "GET /NoAuth/css/aileron-squished-14db9fc647cded1a2cab3bdfc63aad2f.css HTTP/1.1" 200 15297 >[28/Mar/2012:15:51:00 +0200] "GET /NoAuth/css/web2/images/background-gradient.png HTTP/1.1" 200 394 >[28/Mar/2012:15:51:05 +0200] "POST /NoAuth/Login.html HTTP/1.1" 200 26 >[28/Mar/2012:15:51:14 +0200] "OPTIONS * HTTP/1.0" 200 - >[28/Mar/2012:15:51:20 +0200] "OPTIONS * HTTP/1.0" 200 - >? >rt.log >? >[Wed Mar 28 13:50:39 2012] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt4/var/data/gpg). PGP support has been disabled (/opt/rt4/sbin/../lib/RT/Config.pm:595) >[Wed Mar 28 13:50:39 2012] [debug]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/opt/rt4/sbin/../lib/RT/Config.pm:454) >[Wed Mar 28 13:51:05 2012] [info]: Successful login for root from 10.10.1.106 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:670) >? >? >So please if you have any idea please feed me back >BR >Ahemd Shaban > > >? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ptomblin at xcski.com Thu Mar 29 05:27:34 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Thu, 29 Mar 2012 05:27:34 -0400 Subject: [rt-users] Tests In-Reply-To: <957A233A-7227-4935-B7A7-86D816F2D840@sanger.ac.uk> References: <957A233A-7227-4935-B7A7-86D816F2D840@sanger.ac.uk> Message-ID: On Thu, Mar 29, 2012 at 4:54 AM, Tim Cutts wrote: > > Insecure dependency in require while running with -T switch at > /opt/rt4/lib/RT/Config.pm line 904. > > That's the key line. It looks like a conflict between using taint mode > and the Config.pm file. Try the test without taint mode on? It doesn't > really matter for a unit test, and RT is known not to work under taint mode > anyway. Ah yes, that cracked it. I'm also going to try switching from Test:More to RT:Test after I recover from my surgery. Thanks. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From arthur_rance at hotmail.com Thu Mar 29 05:54:03 2012 From: arthur_rance at hotmail.com (Arthur Rance) Date: Thu, 29 Mar 2012 11:54:03 +0200 Subject: [rt-users] REST + user without e-mail address = no requestor Message-ID: Hello, Is it possible to create a ticket through REST with a user which has no e-mail address ? This doesn't work : #!/usr/bin/env perl use strict; use RT::Client::REST; my $rt = RT::Client::REST->new( server => 'http://myrtserver' );$rt->login(username => 'user', password => 'password' ); $rt->create( type => 'ticket', set => { requestor => 'rt_user', # user with no e-mail address queue => 'test', subject => 'test' }, text => '1 2 1 2 this is a test'); # the ticket is created without any requestor... -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Mar 29 08:16:19 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 29 Mar 2012 16:16:19 +0400 Subject: [rt-users] REST + user without e-mail address = no requestor In-Reply-To: References: Message-ID: Try id instead of name, but I wouldn't be surprised if it doesn't work. Ruslan from phone. 29.03.2012 13:54 ???????????? "Arthur Rance" ???????: > Hello, > > Is it possible to create a ticket through REST with a user which has no > e-mail address ? > > This doesn't work : > > #!/usr/bin/env perl > > use strict; > > use RT::Client::REST; > > my $rt = RT::Client::REST->new( server => 'http://myrtserver' ); > $rt->login(username => 'user', password => 'password' ); > > $rt->create > ( > type => 'ticket', > set => > { > requestor => 'rt_user', # user with no e-mail address > queue => 'test', > subject => 'test' > }, > text => '1 2 1 2 this is a test' > ); > > # the ticket is created without any requestor... > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Thu Mar 29 08:46:36 2012 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Thu, 29 Mar 2012 13:46:36 +0100 Subject: [rt-users] Correspondence and Resolved Message-ID: <4F7459AC.8010207@sgul.ac.uk> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi there, we have templates for Correspondence and Resolved, as I guess most people around here. The Correspondence template is activated whenever there is a message sent, whereas the Resolved is sent when the status is changed to "Resolved". If I resolve a ticket by adding a message (and selecting "Reply to the user" rather than commenting), both templates are triggered, so the user receives a first message with the reply, and a second message with the "Job closed" message. The question is: is there any way to intercept this situation and send just one message? Thanks, Giuseppe - -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJPdFmsAAoJEAqigArPBfJXPloIAJg80dTkyfKy2yb6AfelQwYn ae+zcOxEyUuClofqAu+68Jl4BRNlGOP01xVCwEHrkoAugerjAtikh4736UCYxz6g /6sdieggO+Vx+qu5fYJ0Hk0FqzesRpnRWc3qSiizlsVIGB3Yf0fC3U1HMgRK50I+ xoW2MINwSsn4cC8//+ZyO1UW7BqeDs2v7ByrXkDBmGOKrLvB8w9004zJI1cGkRuV ZVInnx/dQowTIrzfnVzFnX/rjbzyff0uG0D8qin1Q+vQiZSHr6t+Et+8Wx0Kcjf+ o5pDdA11AldC4pJksEUI6IfqSB+T4WUp9gXeWLzuwPTMG2ZoV/UgK4tHqTWlJSc= =Ct+k -----END PGP SIGNATURE----- From trs at bestpractical.com Thu Mar 29 09:51:50 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 29 Mar 2012 09:51:50 -0400 Subject: [rt-users] chart link with double slash in dashboard In-Reply-To: References: Message-ID: <4F7468F6.4070306@bestpractical.com> On 03/29/2012 05:12 AM, Givano wrote: > It looks like a bug in RT for me but maybe it's something wrong with > my config. Anyone can confirm this problem as well? Send your RT_SiteConfig.pm and apache conf otherwise we can't know if it's a config problem. From ruz at bestpractical.com Thu Mar 29 10:38:52 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 29 Mar 2012 18:38:52 +0400 Subject: [rt-users] Correspondence and Resolved In-Reply-To: <4F7459AC.8010207@sgul.ac.uk> References: <4F7459AC.8010207@sgul.ac.uk> Message-ID: Yes. With transaction batch staged scrip. You can find an example on the wiki. Ruslan from phone. 29.03.2012 16:46 ???????????? "Giuseppe Sollazzo" ???????: > > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Hi there, > we have templates for Correspondence and Resolved, as I guess most > people around here. > > The Correspondence template is activated whenever there is a message > sent, whereas the Resolved is sent when the status is changed to > "Resolved". > > If I resolve a ticket by adding a message (and selecting "Reply to the > user" rather than commenting), both templates are triggered, so the > user receives a first message with the reply, and a second message > with the "Job closed" message. > > The question is: is there any way to intercept this situation and send > just one message? > > Thanks, > Giuseppe > > - -- > ____________________________________ > > Giuseppe Sollazzo > Senior Systems Analyst > Computing Services > Information Services > St. George's, University Of London > Cranmer Terrace > London SW17 0RE > > Email: gsollazz at sgul.ac.uk > Direct Dial: +44 20 8725 5160 > Fax: +44 20 8725 3583 > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.10 (GNU/Linux) > Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ > > iQEcBAEBAgAGBQJPdFmsAAoJEAqigArPBfJXPloIAJg80dTkyfKy2yb6AfelQwYn > ae+zcOxEyUuClofqAu+68Jl4BRNlGOP01xVCwEHrkoAugerjAtikh4736UCYxz6g > /6sdieggO+Vx+qu5fYJ0Hk0FqzesRpnRWc3qSiizlsVIGB3Yf0fC3U1HMgRK50I+ > xoW2MINwSsn4cC8//+ZyO1UW7BqeDs2v7ByrXkDBmGOKrLvB8w9004zJI1cGkRuV > ZVInnx/dQowTIrzfnVzFnX/rjbzyff0uG0D8qin1Q+vQiZSHr6t+Et+8Wx0Kcjf+ > o5pDdA11AldC4pJksEUI6IfqSB+T4WUp9gXeWLzuwPTMG2ZoV/UgK4tHqTWlJSc= > =Ct+k > -----END PGP SIGNATURE----- > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From arunragini at gmail.com Thu Mar 29 10:58:03 2012 From: arunragini at gmail.com (Arun ragini) Date: Thu, 29 Mar 2012 20:28:03 +0530 Subject: [rt-users] logo change Message-ID: Hi All, I'm trying to change the logo through xxxx/Admin/Tools/Theme.html , but when I click upload just waits and waits the clears the upload and stops. Any idea what;s happening. I'm not running under any webserver running the RT through RT Server on port xxxx Thanks for your time Arun -- www.opensourcer.net From givano at gmail.com Thu Mar 29 11:48:44 2012 From: givano at gmail.com (Givano) Date: Thu, 29 Mar 2012 17:48:44 +0200 Subject: [rt-users] chart link with double slash in dashboard In-Reply-To: <4F7468F6.4070306@bestpractical.com> References: <4F7468F6.4070306@bestpractical.com> Message-ID: Here are the config files, as I said it happens only in the collection of charts in a dashboard, if I load a chart directly the edit bar is appearing normally in both 4.0.2 and 4.0.5. What I also found out that if I do a quicksearch in RT 4.0.2 I don't get the edit bar, in RT 4.0.5 it shows up. 2012/3/29 Thomas Sibley : > On 03/29/2012 05:12 AM, Givano wrote: >> It looks like a bug in RT for me but maybe it's something wrong with >> my config. Anyone can confirm this problem as well? > > Send your RT_SiteConfig.pm and apache conf otherwise we can't know if > it's a config problem. -------------- next part -------------- AddDefaultCharset UTF-8 PerlSetEnv RT_SITE_CONFIG /etc/request-tracker4/RT_SiteConfig.pm ServerAdmin root at company.com Redirect / https://rt.company.com/ DocumentRoot /usr/share/request-tracker4/html Order allow,deny Allow from all SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /usr/share/request-tracker4/libexec/rt-server # Limit mail gateway access to localhost by default Order Allow,Deny Allow from 127.0.0.1 Allow from 10.128.19.177 Allow from 10.1.128.56 use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server"); -------------- next part -------------- A non-text attachment was scrubbed... Name: RT_SiteConfig.pm Type: application/octet-stream Size: 15342 bytes Desc: not available URL: -------------- next part -------------- ServerName rt.company.com ServerAlias srv-vie-rt4.vie.company.com ServerAdmin root at company.com AddDefaultCharset UTF-8 PerlSetEnv RT_SITE_CONFIG /etc/request-tracker4/RT_SiteConfig.pm ServerAdmin rt4 at company.com DocumentRoot /usr/share/request-tracker4/html Order allow,deny Allow from all SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /usr/share/request-tracker4/libexec/rt-server # Limit mail gateway access to localhost by default Order Allow,Deny Allow from 127.0.0.1 Allow from 10.128.19.177 Allow from 10.1.128.56 use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server"); ErrorLog /var/log/apache2/error.log LogLevel warn CustomLog /var/log/apache2/ssl_access.log combined SSLEngine on SSLCertificateFile /etc/apache2/ssl/rt.company.com_crt.pem SSLCertificateKeyFile /etc/apache2/ssl/rt.company.com_key.pem SSLCACertificateFile /etc/ssl/mm/MMWebSvc_combined_crt.pem SSLOptions +StdEnvVars SSLOptions +StdEnvVars BrowserMatch ".*MSIE.*" \ nokeepalive ssl-unclean-shutdown \ downgrade-1.0 force-response-1.0 From gsollazz at sgul.ac.uk Thu Mar 29 11:58:06 2012 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Thu, 29 Mar 2012 16:58:06 +0100 Subject: [rt-users] Correspondence and Resolved In-Reply-To: References: <4F7459AC.8010207@sgul.ac.uk> Message-ID: <4F74868E.9090509@sgul.ac.uk> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Ah, that's exactly what I was after! Many thanks, Giuseppe On 29/03/12 15:38, Ruslan Zakirov wrote: > > Yes. With transaction batch staged scrip. You can find an example > on the wiki. > > Ruslan from phone. > > 29.03.2012 16:46 ???????????? "Giuseppe Sollazzo" > > ???????: > > > Hi there, we have templates for Correspondence and Resolved, as I > guess most people around here. > > The Correspondence template is activated whenever there is a > message sent, whereas the Resolved is sent when the status is > changed to "Resolved". > > If I resolve a ticket by adding a message (and selecting "Reply to > the user" rather than commenting), both templates are triggered, so > the user receives a first message with the reply, and a second > message with the "Job closed" message. > > The question is: is there any way to intercept this situation and > send just one message? > > Thanks, Giuseppe > - -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJPdIaOAAoJEAqigArPBfJXA/MH/RvEXlkQQ5tJUyystaXXwyT6 dh5s5O4Zv4JAz6tX42h9fCKb83rgHmZAobK/3O/9yQ/n7NL5j92Krg2Porfp06XP GieWkRysrwWkm6gqiNifzdAVcR7r9LkEx4HAu0okDPu5Fy6GoX9U4GJ/jGJs6Bp7 GhXAF8r5RGUS75MCWO9Y+SvXIpGOFvLJHXDIYAo0du1D6XEmKdUXiH60yxeg0HcX a+oFZHDHrkxEFKucQ/Gbx6a2iUwoarFyYAih+SG8c0F4TWlj6jYSvjilQaj50TNZ pouh7Sm7+5/exMvbzxQ3j2wJbNg9ja8i+z+K5o6sBAKBhp6kb/j6BDJnkzRCoZI= =Igoc -----END PGP SIGNATURE----- -------------- next part -------------- An HTML attachment was scrubbed... URL: From bwiese at ElementPS.com Thu Mar 29 12:51:19 2012 From: bwiese at ElementPS.com (Brent Wiese) Date: Thu, 29 Mar 2012 09:51:19 -0700 Subject: [rt-users] FW: logo change Message-ID: <7ECD0C8955ADE149B95716B364B4D58F2854CDE024@EXCCR01.eps.local> > I'm trying to change the logo through xxxx/Admin/Tools/Theme.html , but > when I click upload just waits and waits the clears the upload and > stops. The most reliable way I've found is to overwrite bpslogo.png at /opt/rt4/share/html/NoAuth/images I'd suggest keeping a copy around of your logo as upgrades will likely overwrite your change. I haven't tried putting it in the local folders to avoid that overwrite problem. Might be worth trying... You'll likely have to create some of the path yourself: /opt/rt4/local/html/NoAuth/images/bpslogo.png From bwiese at ElementPS.com Thu Mar 29 12:51:19 2012 From: bwiese at ElementPS.com (Brent Wiese) Date: Thu, 29 Mar 2012 09:51:19 -0700 Subject: [rt-users] FW: logo change Message-ID: <7ECD0C8955ADE149B95716B364B4D58F2854CDE024@EXCCR01.eps.local> > I'm trying to change the logo through xxxx/Admin/Tools/Theme.html , but > when I click upload just waits and waits the clears the upload and > stops. The most reliable way I've found is to overwrite bpslogo.png at /opt/rt4/share/html/NoAuth/images I'd suggest keeping a copy around of your logo as upgrades will likely overwrite your change. I haven't tried putting it in the local folders to avoid that overwrite problem. Might be worth trying... You'll likely have to create some of the path yourself: /opt/rt4/local/html/NoAuth/images/bpslogo.png From falcone at bestpractical.com Thu Mar 29 13:49:09 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 29 Mar 2012 13:49:09 -0400 Subject: [rt-users] logo change In-Reply-To: References: Message-ID: <20120329174909.GA8185@jibsheet.com> On Thu, Mar 29, 2012 at 08:28:03PM +0530, Arun ragini wrote: > I'm trying to change the logo through xxxx/Admin/Tools/Theme.html , > but when I click upload just waits and waits the clears the upload and > stops. > > Any idea what;s happening. I'm not running under any webserver running > the RT through RT Server on port xxxx You don't say what database you're using, there was a bug with large logo files and MySQL that will be resolved when we release 4.0.6. You may be fine just using a smaller version of your logo for now, or you may need to apply the database upgrade. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From arunragini at gmail.com Thu Mar 29 17:03:21 2012 From: arunragini at gmail.com (Arun ragini) Date: Fri, 30 Mar 2012 02:33:21 +0530 Subject: [rt-users] logo change In-Reply-To: <20120329174909.GA8185@jibsheet.com> References: <20120329174909.GA8185@jibsheet.com> Message-ID: I resolved the issue by copy the image file to /opt/rt4/local/html/NoAuth/images/bpslogo.png the image file is less than 1 MB (don't know if that is a database problem). Thanks every one for helping me . -Arun On Thu, Mar 29, 2012 at 11:19 PM, Kevin Falcone wrote: > On Thu, Mar 29, 2012 at 08:28:03PM +0530, Arun ragini wrote: >> I'm trying to change the logo through xxxx/Admin/Tools/Theme.html , >> but when I click upload just waits and waits the clears the upload and >> stops. >> >> Any idea what;s happening. I'm not running under any webserver running >> the RT through RT Server on port xxxx > > You don't say what database you're using, there was a bug with large > logo files and MySQL that will be resolved when we release 4.0.6. ?You > may be fine just using a smaller version of your logo for now, or you > may need to apply the database upgrade. > > -kevin -- www.opensourcer.net From juanjillo at gmail.com Thu Mar 29 20:58:06 2012 From: juanjillo at gmail.com (Juanjo) Date: Fri, 30 Mar 2012 02:58:06 +0200 Subject: [rt-users] Assign permissions massively Message-ID: Hello Again. In my RT migration (3.6.5 to 4.0.5) i lost some users rights. The users can?t create new tickets or reply to its. I need to grant all useres permission to open tickets, reply to its and Peremit Outgoing mail. How can i do it? Regards and thanks. -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Thu Mar 29 21:02:12 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 29 Mar 2012 21:02:12 -0400 Subject: [rt-users] Assign permissions massively In-Reply-To: References: Message-ID: <4F750614.1040605@bestpractical.com> On 03/29/2012 08:58 PM, Juanjo wrote: > In my RT migration (3.6.5 to 4.0.5) i lost some users rights. > > The users can?t create new tickets or reply to its. A standard RT migration will preserve all rights. Can you expand on what you mean by "lost"? From stephane.masse at rmit.edu.vn Fri Mar 30 04:45:36 2012 From: stephane.masse at rmit.edu.vn (Stephane Masse) Date: Fri, 30 Mar 2012 15:45:36 +0700 Subject: [rt-users] Multi Queue Management - Tickets copy to other queue Message-ID: <604CFDA82863FB4A9A3BCDDD48DDB51D01E41D36@sgs-mw-corpex1.RMIT.EDU.VN> Hi, I have an instance of RT 4, with different queues in the system for different emails (IT at ... HR at ...) When I try to reply to a requestor, I can CC one more department, but RT don't create the ticket, due to the loop prevention mechanism I disable the loop prevention, then RT merge the ticket due the subject Tag. So both are not what I expected We also try 2 extensions but cannot achieve to transfer tickets between queues by CCs. Anyone have the same scenario, or RT is not capable to handle multi queue ? What is the best approach, scripting, extensions, modify the source of email.pm, sendmail.pm or emailparser.pm ? Regards Stephane Masse -------------- next part -------------- An HTML attachment was scrubbed... URL: From juanjillo at gmail.com Fri Mar 30 05:03:20 2012 From: juanjillo at gmail.com (Juanjo) Date: Fri, 30 Mar 2012 11:03:20 +0200 Subject: [rt-users] Assign permissions massively In-Reply-To: <4F750614.1040605@bestpractical.com> References: <4F750614.1040605@bestpractical.com> Message-ID: Hi. I supose the migration pass all the configuration. But when done, the users can?t open tickets via email or reply to its via email. Neither a web user can reply a ticket with a succesfull email sent. I have a lot of errors of "No recipients Found" and a rt-mailgate --debug get errors give me "gateway not ok - Could not load a valid user" I check my RTAddressRegexp and seems ok. Only when i get permission to one user to open tickets, reply tickets and check the option in his preferences for mail to outgoing mail yes start to work. I think there are some "lost" data in the migration, becasuse with the same data in the OLD system i can send emails or open tickets without problems. Thanks. Kindest regards. El 30 de marzo de 2012 03:02, Thomas Sibley escribi?: > On 03/29/2012 08:58 PM, Juanjo wrote: > > In my RT migration (3.6.5 to 4.0.5) i lost some users rights. > > > > The users can?t create new tickets or reply to its. > > A standard RT migration will preserve all rights. Can you expand on > what you mean by "lost"? > -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From senior.unix at gmail.com Fri Mar 30 09:25:03 2012 From: senior.unix at gmail.com (UnixMan) Date: Fri, 30 Mar 2012 06:25:03 -0700 (PDT) Subject: [rt-users] RT 4.0.5 smrsh and EX_TEMPFAIL Message-ID: <33544907.post@talk.nabble.com> I have scoured the web and cannot find a satisfying answer to mail not working on RT 4.0.5. Below is an excerpt from our log file, albeit sanitized : Mar 30 08:59:38 RTServer sendmail[23863]: q2UCxcK5023863: from=, size=1997, class=0, nrcpts=1, msgid=, proto=ESMTP, daemon=MTA, relay=mailcas02.mydomain.com [xx.xx.xx.xx] Mar 30 08:59:39 RTServer sendmail[23865]: q2UCxcK5023863: to="|/etc/smrsh/rt-mailgate --queue 'Unix Account' --action correspond --url http://RTServer.mail.com/", ctladdr= (8/0), delay=00:00:01, xdelay=00:00:01, mailer=prog, pri=32234, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL At this point the mail is stuck in the mailq. All the mail queues in /etc/aliases do the same thing. I copied the /etc/aliases from RT 3.8.8 to RT 4.0.5, does anyone know if they are different when using smrsh ? When I test it on the server on the command line it all works, just mail coming externally is the issue. Any and all help is surely appreciated. Thanks, Scott -- View this message in context: http://old.nabble.com/RT-4.0.5-smrsh-and-EX_TEMPFAIL-tp33544907p33544907.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From senior.unix at gmail.com Fri Mar 30 09:26:57 2012 From: senior.unix at gmail.com (UnixMan) Date: Fri, 30 Mar 2012 06:26:57 -0700 (PDT) Subject: [rt-users] RT 3.8.8 to RT 4.0.5 DB Upgrade Warning In-Reply-To: <4F68F627.1020302@kickflop.net> References: <4F68E8D0.6080006@bestpractical.com> <33541521.post@talk.nabble.com> <33541546.post@talk.nabble.com> <33541557.post@talk.nabble.com> <33541655.post@talk.nabble.com> <4F68F1E5.5020906@bestpractical.com> <33541764.post@talk.nabble.com> <4F68F627.1020302@kickflop.net> Message-ID: <33544908.post@talk.nabble.com> Thanks that fixed it. Jeff Blaine-2 wrote: > > On 3/20/2012 5:17 PM, UnixMan wrote: >> >> Thanks - do you know how I can rename it ? > > UPDATE Queues SET Name = '___Approvals' WHERE Name = 'Approvals'; > > -- View this message in context: http://old.nabble.com/RT-3.8.8-to-RT-4.0.5-DB-Upgrade-Warning-tp33541424p33544908.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From trs at bestpractical.com Fri Mar 30 09:38:06 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 30 Mar 2012 09:38:06 -0400 Subject: [rt-users] RT 4.0.5 smrsh and EX_TEMPFAIL In-Reply-To: <33544907.post@talk.nabble.com> References: <33544907.post@talk.nabble.com> Message-ID: <4F75B73E.1040300@bestpractical.com> On 03/30/2012 09:25 AM, UnixMan wrote: > When I test it on the server on the command line it all works, just mail > coming externally is the issue. This points to permissions or some other difference when running under sendmail vs. running manually as a different user. Update an alias to run rt-mailgate with the --debug flag and see what that gets you. Also, check your web server logs to see if it even hits RT or if it fails before then. Thomas From juanjillo at gmail.com Fri Mar 30 10:27:30 2012 From: juanjillo at gmail.com (Juanjo) Date: Fri, 30 Mar 2012 16:27:30 +0200 Subject: [rt-users] Assign permissions massively In-Reply-To: References: <4F750614.1040605@bestpractical.com> Message-ID: May be can resolve it, if i can to put all the users Outgoing Mail option to "Default YES", now are "Default (no)". (on the Settings / Options / Mail zone of users settings). But i don?t know where i have to change it. El 30 de marzo de 2012 11:03, Juanjo escribi?: > Hi. > > I supose the migration pass all the configuration. But when done, the > users can?t open tickets via email or reply to its via email. Neither a web > user can reply a ticket with a succesfull email sent. > > I have a lot of errors of "No recipients Found" and a rt-mailgate --debug > get errors give me "gateway not ok - Could not load a valid user" > > I check my RTAddressRegexp and seems ok. > > Only when i get permission to one user to open tickets, reply tickets and > check the option in his preferences for mail to outgoing mail yes start to > work. > > I think there are some "lost" data in the migration, becasuse with the > same data in the OLD system i can send emails or open tickets without > problems. > > Thanks. > Kindest regards. > > El 30 de marzo de 2012 03:02, Thomas Sibley escribi?: > > On 03/29/2012 08:58 PM, Juanjo wrote: >> > In my RT migration (3.6.5 to 4.0.5) i lost some users rights. >> > >> > The users can?t create new tickets or reply to its. >> >> A standard RT migration will preserve all rights. Can you expand on >> what you mean by "lost"? >> > > > > -- > Un saludo. > Juanjo Corral > -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From senior.unix at gmail.com Fri Mar 30 10:51:28 2012 From: senior.unix at gmail.com (Senior.Unix) Date: Fri, 30 Mar 2012 10:51:28 -0400 Subject: [rt-users] RT 4.0.5 smrsh and EX_TEMPFAIL In-Reply-To: <4F75B73E.1040300@bestpractical.com> References: <33544907.post@talk.nabble.com> <4F75B73E.1040300@bestpractical.com> Message-ID: I tried the --debug flag but it didn't produce anything substantial. I did find the RTAddressRegexp setting within RT_SiteConfig.pm was off and fixed that , but, it didn't fix my problem. I also made sure my userid had all permissions turned on but still nothing. Any ideas on where to go next ? Thanks again, Scott Sent from my iPad On Mar 30, 2012, at 9:38 AM, Thomas Sibley wrote: > On 03/30/2012 09:25 AM, UnixMan wrote: >> When I test it on the server on the command line it all works, just mail >> coming externally is the issue. > > This points to permissions or some other difference when running under > sendmail vs. running manually as a different user. > > Update an alias to run rt-mailgate with the --debug flag and see what > that gets you. Also, check your web server logs to see if it even hits > RT or if it fails before then. > > Thomas From trs at bestpractical.com Fri Mar 30 10:54:36 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 30 Mar 2012 10:54:36 -0400 Subject: [rt-users] RT 4.0.5 smrsh and EX_TEMPFAIL In-Reply-To: References: <33544907.post@talk.nabble.com> <4F75B73E.1040300@bestpractical.com> Message-ID: <4F75C92C.7040002@bestpractical.com> On 03/30/2012 10:51 AM, Senior.Unix wrote: > I tried the --debug flag but it didn't produce anything substantial. ... what did it produce? Did you look at your webserver logs? Are there hits to /REST/1.0/NoAuth/mail-gateway? > I did find the RTAddressRegexp setting within RT_SiteConfig.pm was > off and fixed that , but, it didn't fix my problem. RTAddressRegexp has nothing to do with this problem. It matches incoming email address, but is _used_ for _outgoing_ mail. > I also made sure my userid had all permissions turned on but still > nothing. Which userid? Not your RT user, but the unix user. That is, sendmail isn't running as your normal unix account, so if you test with your normal unix account you're not testing the actual environment sendmail is running under. Thomas From keith.d.schincke at nasa.gov Fri Mar 30 10:55:41 2012 From: keith.d.schincke at nasa.gov (Schincke, Keith D. (JSC-IT)[DB Consulting Group, Inc.]) Date: Fri, 30 Mar 2012 09:55:41 -0500 Subject: [rt-users] RT 4.0.5 smrsh and EX_TEMPFAIL In-Reply-To: References: <33544907.post@talk.nabble.com> <4F75B73E.1040300@bestpractical.com> Message-ID: <7015120421BE8B46B9FD39DEA1585AB3AAD686D3@NDJSSCC04.ndc.nasa.gov> I have ran into this problem in the past. What happens when you interact with the rt-mailgate from the command line? I used my the same command line as aliases file and manually provided a basic email message. The resulting error message put me on the correct path for my problem. Keith Schincke CAP, LPIC-1, RHCA, RHCSS Team Lead IT Security System Administration, ITAMS Building 46, Room 110A email to: keith.d.schincke at nasa.gov 281-244-0183 Office 832-205-1534 Mobile 281-244-5708 Fax ITAMS - Information Technology And Multimedia Services Contract "One Team, One Vision >> Partnered For Innovative Solutions" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Senior.Unix Sent: Friday, March 30, 2012 9:51 AM To: Thomas Sibley Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT 4.0.5 smrsh and EX_TEMPFAIL I tried the --debug flag but it didn't produce anything substantial. I did find the RTAddressRegexp setting within RT_SiteConfig.pm was off and fixed that , but, it didn't fix my problem. I also made sure my userid had all permissions turned on but still nothing. Any ideas on where to go next ? Thanks again, Scott Sent from my iPad On Mar 30, 2012, at 9:38 AM, Thomas Sibley wrote: > On 03/30/2012 09:25 AM, UnixMan wrote: >> When I test it on the server on the command line it all works, just mail >> coming externally is the issue. > > This points to permissions or some other difference when running under > sendmail vs. running manually as a different user. > > Update an alias to run rt-mailgate with the --debug flag and see what > that gets you. Also, check your web server logs to see if it even hits > RT or if it fails before then. > > Thomas From senior.unix at gmail.com Fri Mar 30 11:22:28 2012 From: senior.unix at gmail.com (UnixMan) Date: Fri, 30 Mar 2012 08:22:28 -0700 (PDT) Subject: [rt-users] RT 4.0.5 smrsh and EX_TEMPFAIL Message-ID: <33544914.post@talk.nabble.com> I have scoured the web and cannot find a satisfying answer to mail not working on RT 4.0.5. At this point the mail is in the mailq. All the mail queues in /etc/aliases do the same thing. I copied the /etc/aliases from RT 3.8.8 to RT 4.0.5, does anyone know if they are different when using smrsh ? When I test it on the server on the command line it all works, just mail coming externally is the issue. Any and all help is surely appreciated. Thanks, Scott -- View this message in context: http://old.nabble.com/RT-4.0.5-smrsh-and-EX_TEMPFAIL-tp33544914p33544914.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From kenn.crocker at gmail.com Fri Mar 30 13:12:12 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Fri, 30 Mar 2012 10:12:12 -0700 Subject: [rt-users] Multi Queue Management - Tickets copy to other queue In-Reply-To: <604CFDA82863FB4A9A3BCDDD48DDB51D01E41D36@sgs-mw-corpex1.RMIT.EDU.VN> References: <604CFDA82863FB4A9A3BCDDD48DDB51D01E41D36@sgs-mw-corpex1.RMIT.EDU.VN> Message-ID: Stephane, RT can handle multiple Queues in several ways. You could, for example, write a scrip that creates a ticket based on correspondence and some other criteria. You could also simply create a "Refers To" ticket and let that ticket creation send out an email. Have you read the "Essentials" book? Any other books on RT? That might help you consider other methods of tweeking RT rather than assuming it can't do it. I have modified several RT installations, one with over 110 Queues and they moved tickets between Queues, Parent/Child relationships, etc. Give it a shot and see what ideas you can come up with. Kenn On Fri, Mar 30, 2012 at 1:45 AM, Stephane Masse wrote: > Hi, **** > > ** ** > > I have an instance of RT 4, with different queues in the system for > different emails (IT at ... HR at ...)**** > > When I try to reply to a requestor, I can CC one more department, but RT > don?t create the ticket, due to the loop prevention mechanism**** > > I disable the loop prevention, then RT merge the ticket due the subject > Tag. So both are not what I expected**** > > ** ** > > We also try 2 extensions but cannot achieve to transfer tickets between > queues by CCs.**** > > Anyone have the same scenario, or RT is not capable to handle multi queue ? > **** > > What is the best approach, scripting, extensions, modify the source of > email.pm, sendmail.pm or emailparser.pm ?**** > > ** ** > > Regards**** > > * * > > *Stephane Masse* > -------------- next part -------------- An HTML attachment was scrubbed... URL: From stephane.masse at rmit.edu.vn Fri Mar 30 18:27:15 2012 From: stephane.masse at rmit.edu.vn (Stephane Masse) Date: Sat, 31 Mar 2012 05:27:15 +0700 Subject: [rt-users] RT-Send-CC - mail is lost Message-ID: <604CFDA82863FB4A9A3BCDDD48DDB51D01E41D8C@sgs-mw-corpex1.RMIT.EDU.VN> Following the below discussion, any update with the current RT V4 ? It seems to be impossible to forward tickets, or CC another queue when reply to the ticket. The only option is to have different instance of RT, independent system ? [rt-users] RT-Send-CC - mail is lost Kevin Falcone falcone at bestpractical.com Tue Feb 23 16:35:44 EST 2010 Previous message: [rt-users] RT-Send-CC - mail is lost Next message: [rt-users] RT-Send-CC - mail is lost Messages sorted by: [ date ] [ thread ] [ subject ] [ author ] On Tue, Feb 23, 2010 at 05:37:39AM -0800, Miroslav Horvath wrote: > > Hello > > We found one thing which we don/t know what to do. > > In RT 3.8.4. we have 10 different queues, where each queue has different > email address. > > We found a problem, that when someone in one queue resolves the ticket, and > put into One time CC email address of another RT queue, the mail is sent > out, but is not created in that 2nd queue as new ticket. > It seems it's lost or so. Check your logs, and make sure OwnerEmail is configured When 3.8.8 is released, RT will actually start telling you that you're doing something illegal (asking it to send mail to itself, setting up a potential loop) -kevin > Normally, RT works like, that when it founds in subject some ticket ID, it > adds this email to that ticket. > > Is there some way, that when someone closes ticket in one queue, and put > into One Time CC email address of another queue, the new ticket will be > created in that queue and not added into original ticket according to > subject. > > But, we still want to keep the option, that when someone replies to some > ticket, within same Queue (same email address of that queue) the email will > be put into this ticket. > > Example: > Queue 1 has email address billing at zse.sk > Queue 2 has email address outboundcckont at zse.sk > > In queue1 agent resolved the ticket, and put into One time CC the email > address of queue2. > > Normally, it sends out email with subject together with original ticket ID. > We expect, that in the queue2 new ticket will be created. But nothing > happen. No new ticket in queue2 or, original ticket is not updated with this > comment (based on ticketID). > > When some normal user replies to some email from RT, it pastes his email to > the ticket, so the Reply funcionality works. > > But the way between 2 queues within RT seems difficult. > http://old.nabble.com/file/p27703389/Snap8.jpg Snap8.jpg > > Configuration of our RT. > http://old.nabble.com/file/p27703389/Configuration%255B1%255D.html > Configuration%5B1%5D.html -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: Previous message: [rt-users] RT-Send-CC - mail is lost Next message: [rt-users] RT-Send-CC - mail is lost Messages sorted by: [ date ] [ thread ] [ subject ] [ author ] More information about the RT-Users mailing list Regards Stephane Masse -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Sat Mar 31 11:00:28 2012 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Sat, 31 Mar 2012 11:00:28 -0400 Subject: [rt-users] "Couldn't find Ticket for reminder XXX. Please contact administrator." Message-ID: <4DD6AB329450D847913EA76D7F3C6B8310B9160F@valkyrie.ogp.qvii.com> I've just completed an upgrade from RT 3.8.10/.DEB to RT 4.0.5/source on Ubuntu 11.10. Everything is running beautifully with one exception. On my dashboard under "My Reminders", I now get "Couldn't find Ticket for reminder XXX. Please contact administrator.". I performed a "make upgrade-database" and gave it 3.8.10 as my source database. What can I do to correct this problem? Stephen Cena MIS/IT Dept - Quality Vision International 850 Hudson Ave Rochester,NY. 14621 Ph: 585-544-0450 x300 "Thank you for helping us help you help us all." -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Sat Mar 31 12:29:56 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 31 Mar 2012 20:29:56 +0400 Subject: [rt-users] "Couldn't find Ticket for reminder XXX. Please contact administrator." In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B8310B9160F@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B8310B9160F@valkyrie.ogp.qvii.com> Message-ID: Often contact administrator means that admin may find additional info in logs. As far as I recall this errror means that reminder references not existing ticket. You can use rt-validator script to check db integrity. Ruslan from phone. 31.03.2012 19:00 ???????????? "Cena, Stephen (ext. 300)" ???????: > ** > I've just completed an upgrade from RT 3.8.10/.DEB to RT 4.0.5/source on > Ubuntu 11.10. Everything is running beautifully with one exception. On my > dashboard under "My Reminders", I now get "Couldn't find Ticket for > reminder XXX. Please contact administrator.". I performed a "make > upgrade-database" and gave it 3.8.10 as my source database. > > What can I do to correct this problem? > > *Stephen Cena* > MIS/IT Dept - Quality Vision International > 850 Hudson Ave > Rochester,NY. 14621 > Ph: 585-544-0450 x300 > "Thank you for helping us help you help us all." > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Sat Mar 31 12:42:59 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 31 Mar 2012 20:42:59 +0400 Subject: [rt-users] Multi Queue Management - Tickets copy to other queue In-Reply-To: <604CFDA82863FB4A9A3BCDDD48DDB51D01E41D36@sgs-mw-corpex1.RMIT.EDU.VN> References: <604CFDA82863FB4A9A3BCDDD48DDB51D01E41D36@sgs-mw-corpex1.RMIT.EDU.VN> Message-ID: Moving ticket when cc is set to a different queue wouldnt be hard to implement with a scrip. However, default notification scrips will act before move. Is it enough for you? Ruslan from phone. 30.03.2012 12:56 ???????????? "Stephane Masse" ???????: > Hi, **** > > ** ** > > I have an instance of RT 4, with different queues in the system for > different emails (IT at ... HR at ...)**** > > When I try to reply to a requestor, I can CC one more department, but RT > don?t create the ticket, due to the loop prevention mechanism**** > > I disable the loop prevention, then RT merge the ticket due the subject > Tag. So both are not what I expected**** > > ** ** > > We also try 2 extensions but cannot achieve to transfer tickets between > queues by CCs.**** > > Anyone have the same scenario, or RT is not capable to handle multi queue ? > **** > > What is the best approach, scripting, extensions, modify the source of > email.pm, sendmail.pm or emailparser.pm ?**** > > ** ** > > Regards**** > > * * > > *Stephane Masse* > -------------- next part -------------- An HTML attachment was scrubbed... URL: