From dan.baines at zeninternet.co.uk Tue May 1 04:37:32 2012 From: dan.baines at zeninternet.co.uk (Dan Baines) Date: Tue, 1 May 2012 09:37:32 +0100 Subject: [rt-users] Fwd: RT 3.8.8 - ParseNewMessageForTicketCcs & RTAddressRegexp issue In-Reply-To: <4F6C6589.6030505@zeninternet.co.uk> References: <4F6C6589.6030505@zeninternet.co.uk> Message-ID: <4F9FA0CC.1010607@zeninternet.co.uk> I originally posted the following message, back in March (apologies if re-posting is frowned upon): -=-=-=-=-=-=-=- 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? -=-=-=-=-=-=-=- I had a reply, asking for the config used, which was posted as below: -=-=-=-=-=-=-=- 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@$'); All of the above failed to prevent the new ticket from having the queue address added as a CC address, yet the parsing is working fine in that it adds new addresses to the CC-list within RT. -=-=-=-=-=-=-=- After that, I received no further replies, so just wanted to drop this message back into the list, just in case my reply was missed. Regards, -- Dan Baines Systems Administrator, Zen Internet T: 0845 058 9020 From rabin at isoc.org.il Tue May 1 07:21:55 2012 From: rabin at isoc.org.il (Rabin Yasharzadehe) Date: Tue, 1 May 2012 14:21:55 +0300 Subject: [rt-users] Keep some HTML tags attributes In-Reply-To: References: Message-ID: Hello list, I enabled HTML for my templates and in SiteConfig enabled Set($PreferRichText, true); > Set($TrustHTMLAttachments, 1); But, I'm looking for a way to allow some HTML attributes into RT tickets, specifically to allow the dir="RTL" attribute right now RT strip some of the attributes e.g it's not removing all the attributes of the font tag from where can I control this behavior ? Thanks, *--- Rabin Yasharzadehe* -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue May 1 09:41:05 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 01 May 2012 09:41:05 -0400 Subject: [rt-users] Fwd: RT 3.8.8 - ParseNewMessageForTicketCcs & RTAddressRegexp issue In-Reply-To: <4F9FA0CC.1010607@zeninternet.co.uk> References: <4F6C6589.6030505@zeninternet.co.uk> <4F9FA0CC.1010607@zeninternet.co.uk> Message-ID: <4F9FE7F1.7040405@bestpractical.com> On 05/01/2012 04:37 AM, Dan Baines wrote: > Config is as below (added as a new file within the RT_SiteConfig.d > folder - was only testing against one queue to start with), I've > redacted the domain to try to prevent harvesting: > > ### start ### > # CONFIG CHANGES FOR AUTO-ADDING CC ADDRESSES AS REQUESTORS > # First, enable RT to parse new messages for CC'd addresses > Set($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($RTAddressRegexp , '^noc-tasks@$'); Please show us the actual config, not a censored version with in it. Otherwise we can't actually say whether or not your regex is wrong since you may have censored the incorrect part. Please also include an example email as sent to RT that exhibits the problem for you so we can see the address it's supposed to match. Thomas From ptomblin at xcski.com Tue May 1 09:45:13 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Tue, 1 May 2012 09:45:13 -0400 Subject: [rt-users] Deleting tickets recursively Message-ID: I have a script that creates a ticket, then one or more child tickets of that ticket in a different queue, and then one or more child tickets of them in yet another queue. I also wrote a test to call that script and then verify that the expected tickets exist, etc. However, when I try to clean up at the end of the test, I have a sub that takes the top level ticket and recurses down through the children trying to delete them, but unfortunately only the top level one gets deleted. Here's the code: sub recursiveDelete { my $ticketId = shift; my $ticket = RT::Ticket->new(RT::SystemUser); $ticket->Load($ticketId); my $children = $ticket->Members; while (my $child = $children->Next) { recursiveDelete($child->id); } $ticket->Delete; } I traced through it in the perl debugger, and the problem appears to be in Ticket::SetStatus('deleted') where it calls $self->__Value('status') and it returns 'deleted'. So it thinks it's already deleted and doesn't change the status. Any suggestions why this is happening? -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue May 1 09:46:51 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 01 May 2012 09:46:51 -0400 Subject: [rt-users] Keep some HTML tags attributes In-Reply-To: References: Message-ID: <4F9FE94B.1030909@bestpractical.com> On 05/01/2012 07:21 AM, Rabin Yasharzadehe wrote: > Hello list, > > I enabled HTML for my templates and in SiteConfig enabled > > Set($PreferRichText, true); > Set($TrustHTMLAttachments, 1); > > > But, I'm looking for a way to allow some HTML attributes into RT tickets, > specifically to allow the dir="RTL" attribute RT 4.0.6 will allow these attributes. https://github.com/bestpractical/rt/commit/a625c19e > right now RT strip some of the attributes e.g it's not removing all > the attributes of the font tag > from where can I control this behavior ? You don't say what RT version you're using, and the answer depends on that. Thomas From ptomblin at xcski.com Tue May 1 11:34:06 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Tue, 1 May 2012 11:34:06 -0400 Subject: [rt-users] Deleting tickets recursively In-Reply-To: References: Message-ID: On Tue, May 1, 2012 at 9:45 AM, Paul Tomblin wrote: > recursiveDelete($child->id); > Never mind, figured it out. That should be "recursiveDelete($child->BaseObj->id);" -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From Chris.Doherty at ca.flextronics.com Tue May 1 11:32:08 2012 From: Chris.Doherty at ca.flextronics.com (Chris Doherty) Date: Tue, 1 May 2012 08:32:08 -0700 Subject: [rt-users] Nginx + R-T 3.8.10 + static FastCGI on CentOS 6.2: Can't start FastCGI service Message-ID: <660EAD79298F7B4AA2B6428CE816504508322874@AMSACEX2.americas.ad.flextronics.com> Hello, all. Having some difficulty with a FastCGI setup. Summary: When I attempt to start the R-T FastCGI service, it does not start. If I manually execute 'perl /usr/sbin/mason_handler.fcgi', it *does* run correctly and emits the html for the R-T login page. Detail: It is a site standard that web apps must be fronted by nginx and run as a FastCGI process on a socket. Our site standard Linux is CentOS 6.2 x64. RT-3.8.10 is packaged for CentOS by the EPEL group, but starts with the assumption that you'll be running under apache and using PostgreSQL for the back end DB (neither of which are true here). I have been trying to set up an nginx+FastCGI stack for R-T, but although there's documentation around the 'net, it's either extremely out of date or is Ubuntu-specific. I have tried modifying things to match CentOS without success. What I have done so far: Disabled SELinux (off by standard on internal servers). Installed the following packages (mix of EPEL and CentOS) and their prereqs: mysql-server perl-FCGI perl-CPAN make rt3 rt3-mailgate Disabled the httpd service. Created MySQL database for R-T, assigned privileges, and preloaded with data from a testing R-T instance (running successfully on Ubuntu). Installed the CommandByMail extension (this requires make and perl-CPAN). Setup the /etc/rt3/RT_SiteConfig.pm: ------------8<---------8<----------------- # dynamically find out the current timezone my $zone = "UTC"; $zone=`/bin/cat /etc/timezone` if -f "/etc/timezone"; chomp $zone; Set($Timezone, $zone); # THE BASICS: Set($rtname, 'tt.our.site'); Set($Organization, 'our.site'); Set($CorrespondAddress , 'helpdesk at our.site'); Set($CommentAddress , 'helpdesk-comment at our.site'); # THE WEBSERVER: Set($WebPath , "/"); Set($WebBaseURL , "http://tt.our.site"); # THE DATABASE: # map from dbconfig-common database types to their names as known by RT my %typemap = ( mysql => 'mysql', pgsql => 'Pg', sqlite3 => 'SQLite', ); Set($DatabaseType, $typemap{mysql} || "UNKNOWN"); Set($DatabaseHost, 'localhost'); Set($DatabasePort, ''); Set($DatabaseUser , 'rt'); Set($DatabasePassword , 'Password'); # 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, $dbc_dbname); } # EXTENSIONS # CommandByEmail Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); Set(@Plugins,(qw(RT::Extension::CommandByMail))); Set($CommandByMailGroup, 9804); 1; --------------8<------------------------8<------------------- Set up the /etc/nginx/conf.d/tt.our.site.conf file: --------------8<------------------------8<------------------- server { listen 80; server_name tt.our.site; root /usr/share/rt3/html; location / { index index.html; fastcgi_pass unix:/var/run/rt/rt.sock; include /etc/nginx/fastcgi.conf; fastcgi_param PATH_INFO $fastcgi_script_name; } location ~* .+\.(html|js|css)$ { index index.html; fastcgi_pass unix:/var/run/rt/rt.sock; include /etc/nginx/fastcgi.conf; fastcgi_param PATH_INFO $fastcgi_script_name; } location /NoAuth/images/ { alias /usr/share/rt3/html/NoAuth/images/; } } ---------------8<-----------------8<----------------- Created an initrc file for the rt3 service, /etc/init.d/rt3: ---------------8<-----------------8<----------------- #!/bin/sh # rt3 - this script starts and stops the perl-FCGI RT3 daemon # # chkconfig: - 85 15 # description: RT3 is a request/issue handling system written in perl served as a FastCGI module. RTPATH=/usr/share/rt3/ RTUSER=nginx FCGI_SOCKET_PATH=/var/run/rt3/rt3.sock case $1 in start) echo -n "Starting RT: mason_handler.fcgi" cd $RTPATH export FCGI_SOCKET_PATH su $RTUSER -c perl /usr/sbin/mason_handler.fcgi & echo ;; stop) echo -n "Stopping RT: " PIDS=`ps axww | awk '/[m]ason_handler.fcgi/ { print $1}'` if [ -n "$PIDS" ] then echo -n kill -TERM $PIDS kill $PIDS echo else echo RT not running fi ;; restart|force-reload) $0 stop $0 start ;; *) echo "Usage: /etc/init.d/rt3 { stop | start | restart }" exit 1 ;; esac ------------------------8<-----------------------8<------------------ Permissions on /usr/share/rt3 are 755 nginx:nginx all the way down Permissions on /var/run/rt3 are 755 nginx:nginx As I mentioned, if I run 'chkconfig rt3 on; service rt3 start' then the process doesn't actually start (possibly it's starting and then immediately exiting, but I'm having trouble trapping that). If I run perl /usr/sbin/mason_handler.fcgi, then I get a non-fatal warning followed by the Login page HTML: -----------------------8<------------------------8<----------------- [Tue May 1 15:25:12 2012] [warning]: Use of uninitialized value $method in string ne at /usr/share/perl5/HTML/Mason/Utils.pm line 40. (/usr/share/perl5/HTML/Mason/Utils.pm:40) Set-Cookie: RT_SID_tt.our.site=08ca69d885bfb72426c13aa4b80fc95f; path=/ Date: Tue, 01 May 2012 15:25:12 GMT Pragma: no-cache Cache-control: no-cache Content-Type: text/html; charset=utf-8 [...] ----------------------8<---------------------------8<------------------ One thing I notice is that the socket file is not getting created; most of the other FastCGI programs I work with (php-fpm, thin) will create the socket file if it doesn't exist and they have the correct permissions to do so. Any ideas? -- Chris Doherty Software Engineer Advanced Systems Engineering FLEXComputing chris.doherty at ca.flextronics.com www.flextronics.com Ph +1 289 288 1509 Fax +1 289 288 1549 Legal Disclaimer: The information contained in this message may be privileged and confidential. It is intended to be read only by the individual or entity to whom it is addressed or by their designee. If the reader of this message is not the intended recipient, you are on notice that any distribution of this message, in any form, is strictly prohibited. If you have received this message in error, please immediately notify the sender and delete or destroy any copy of this message From mike.johnson at nosm.ca Tue May 1 12:05:13 2012 From: mike.johnson at nosm.ca (Mike Johnson) Date: Tue, 1 May 2012 12:05:13 -0400 Subject: [rt-users] How to shred old queues completely Message-ID: Hi all, I'm looking at shredding everything with respect to a few older queues. I've read the documentation on the wiki and I'm not entirely sure I understand all the things I need to look for to essentially "clean up" everything to do with these old queues. What other things should I be shredding besides the following: - tickets with Queue=''? - users with no_tickets=1 Specifically, how can I grab all the objects that are not being used anymore after the ticket cleanup, and user cleanup(ie custom fields, groups, the queue record itself etc)? Do I have to know them by name? Is there something like "Objects with no reference" or something like that? I'm guessing it is more complex than that... but I figured I would see what the list has to say, maybe some folks have found a good way of scripting something :D Thanks! Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.johnson at nosm.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue May 1 12:40:38 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 1 May 2012 20:40:38 +0400 Subject: [rt-users] Nginx + R-T 3.8.10 + static FastCGI on CentOS 6.2: Can't start FastCGI service In-Reply-To: <660EAD79298F7B4AA2B6428CE816504508322874@AMSACEX2.americas.ad.flextronics.com> References: <660EAD79298F7B4AA2B6428CE816504508322874@AMSACEX2.americas.ad.flextronics.com> Message-ID: On Tue, May 1, 2012 at 19:32, Chris Doherty wrote: > Hello, all. ?Having some difficulty with a FastCGI setup. > > Summary: When I attempt to start the R-T FastCGI service, it does not > start. ?If I manually execute 'perl /usr/sbin/mason_handler.fcgi', it > *does* run correctly and emits the html for the R-T login page. It's one handler, not complete fcgi server. Apache and other web servers have solutions to spawn pool of FCGI processes and serve them requests. RT 3.8 has bin/fastcgi_server that is actually an external fcgi server you can use with nginx without additional spawner. For 4.0 you can use RT-Extension-Nginx. You can use this as a reference to setup 3.8. > Detail: > > It is a site standard that web apps must be fronted by nginx and run as > a FastCGI process on a socket. ?Our site standard Linux is CentOS 6.2 > x64. ?RT-3.8.10 is packaged for CentOS by the EPEL group, but starts > with the assumption that you'll be running under apache and using > PostgreSQL for the back end DB (neither of which are true here). > > I have been trying to set up an nginx+FastCGI stack for R-T, but > although there's documentation around the 'net, it's either extremely > out of date or is Ubuntu-specific. ?I have tried modifying things to > match CentOS without success. > > What I have done so far: > > Disabled SELinux (off by standard on internal servers). > > Installed the following packages (mix of EPEL and CentOS) and their > prereqs: mysql-server perl-FCGI perl-CPAN make rt3 rt3-mailgate > > Disabled the httpd service. > > Created MySQL database for R-T, assigned privileges, and preloaded with > data from a testing R-T instance (running successfully on Ubuntu). > > Installed the CommandByMail extension (this requires make and > perl-CPAN). > > Setup the /etc/rt3/RT_SiteConfig.pm: > ------------8<---------8<----------------- > # dynamically find out the current timezone > my $zone = "UTC"; > $zone=`/bin/cat /etc/timezone` > ? ?if -f "/etc/timezone"; > chomp $zone; > Set($Timezone, $zone); > > # THE BASICS: > Set($rtname, 'tt.our.site'); > Set($Organization, 'our.site'); > > Set($CorrespondAddress , 'helpdesk at our.site'); > Set($CommentAddress , 'helpdesk-comment at our.site'); > > # THE WEBSERVER: > > Set($WebPath , "/"); > Set($WebBaseURL , "http://tt.our.site"); > > # THE DATABASE: > > # map from dbconfig-common database types to their names as known by RT > my %typemap = ( > ? ?mysql ? => 'mysql', > ? ?pgsql ? => 'Pg', > ? ?sqlite3 => 'SQLite', > ); > > Set($DatabaseType, $typemap{mysql} || "UNKNOWN"); > > Set($DatabaseHost, 'localhost'); > Set($DatabasePort, ''); > > Set($DatabaseUser , 'rt'); > Set($DatabasePassword , 'Password'); > > # 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, > $dbc_dbname); } > > # EXTENSIONS > # CommandByEmail > Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); > Set(@Plugins,(qw(RT::Extension::CommandByMail))); > Set($CommandByMailGroup, 9804); > > 1; > --------------8<------------------------8<------------------- > > Set up the /etc/nginx/conf.d/tt.our.site.conf file: > > --------------8<------------------------8<------------------- > server { > ? ? ? ?listen ? ? ? ? ?80; > ? ? ? ?server_name ? ? tt.our.site; > ? ? ? ?root ? ? ? ? ? ?/usr/share/rt3/html; > > ? ? ? ?location / { > ? ? ? ? ? ? ? ?index ? ? ? ? ? index.html; > ? ? ? ? ? ? ? ?fastcgi_pass ? ?unix:/var/run/rt/rt.sock; > ? ? ? ? ? ? ? ?include ? ? ? ? /etc/nginx/fastcgi.conf; > ? ? ? ? ? ? ? ?fastcgi_param ? PATH_INFO ? ? ? $fastcgi_script_name; > ? ? ? ?} > > ? ? ? ?location ~* .+\.(html|js|css)$ ?{ > ? ? ? ? ? ? ? ?index ? ? ? ? ? index.html; > ? ? ? ? ? ? ? ?fastcgi_pass ? ?unix:/var/run/rt/rt.sock; > ? ? ? ? ? ? ? ?include ? ? ? ? /etc/nginx/fastcgi.conf; > ? ? ? ? ? ? ? ?fastcgi_param ? PATH_INFO ? ? ? $fastcgi_script_name; > ? ? ? ?} > > ? ? ? ?location /NoAuth/images/ { > ? ? ? ? ? ? ? ?alias /usr/share/rt3/html/NoAuth/images/; > ? ? ? ?} > } > ---------------8<-----------------8<----------------- > > Created an initrc file for the rt3 service, /etc/init.d/rt3: > > ---------------8<-----------------8<----------------- > #!/bin/sh > > # rt3 - this script starts and stops the perl-FCGI RT3 daemon > # > # chkconfig: ? - 85 15 > # description: ?RT3 is a request/issue handling system written in perl > served as a FastCGI module. > > > ? RTPATH=/usr/share/rt3/ > ? RTUSER=nginx > ? FCGI_SOCKET_PATH=/var/run/rt3/rt3.sock > > ? case $1 in > ? ? ? start) > ? ? ? ? ? echo -n "Starting RT: mason_handler.fcgi" > ? ? ? ? ? cd $RTPATH > ? ? ? ? ? export FCGI_SOCKET_PATH > ? ? ? ? ? su $RTUSER -c perl /usr/sbin/mason_handler.fcgi & > ? ? ? ? ? echo > ? ? ? ? ? ;; > > ? ? ? stop) > ? ? ? ? ? echo -n "Stopping RT: " > ? ? ? ? ? PIDS=`ps axww | awk '/[m]ason_handler.fcgi/ { print $1}'` > ? ? ? ? ? if [ -n "$PIDS" ] > ? ? ? ? ? then > ? ? ? ? ? ? ? echo -n kill -TERM $PIDS > ? ? ? ? ? ? ? kill $PIDS > ? ? ? ? ? ? ? echo > ? ? ? ? ? else > ? ? ? ? ? ? ? echo RT not running > ? ? ? ? ? fi > ? ? ? ? ? ;; > > ? ? ? restart|force-reload) > ? ? ? ? ? $0 stop > ? ? ? ? ? $0 start > ? ? ? ? ? ;; > > ? ? ? *) > ? ? ? ? ? echo "Usage: /etc/init.d/rt3 { stop | start | restart }" > ? ? ? ? ? exit 1 > ? ? ? ? ? ;; > ? esac > ------------------------8<-----------------------8<------------------ > > Permissions on /usr/share/rt3 are 755 nginx:nginx all the way down > Permissions on /var/run/rt3 are 755 nginx:nginx > > > As I mentioned, if I run 'chkconfig rt3 on; service rt3 start' then the > process doesn't actually start (possibly it's starting and then > immediately exiting, but I'm having trouble trapping that). > > If I run perl /usr/sbin/mason_handler.fcgi, then I get a non-fatal > warning followed by the Login page HTML: > -----------------------8<------------------------8<----------------- > [Tue May ?1 15:25:12 2012] [warning]: Use of uninitialized value $method > in string ne at /usr/share/perl5/HTML/Mason/Utils.pm line 40. > (/usr/share/perl5/HTML/Mason/Utils.pm:40) > Set-Cookie: RT_SID_tt.our.site=08ca69d885bfb72426c13aa4b80fc95f; path=/ > Date: Tue, 01 May 2012 15:25:12 GMT > Pragma: no-cache > Cache-control: no-cache > Content-Type: text/html; charset=utf-8 > > ? ? PUBLIC "-//W3C//DTD XHTML 1.0 Strict//EN" > ? ? "http://www.w3.org/TR/xhtml1/DTD/xhtml1-strict.dtd"> > [...] > ----------------------8<---------------------------8<------------------ > > One thing I notice is that the socket file is not getting created; most > of the other FastCGI programs I work with (php-fpm, thin) will create > the socket file if it doesn't exist and they have the correct > permissions to do so. > > Any ideas? > > > -- > Chris Doherty > Software Engineer > Advanced Systems Engineering > FLEXComputing > > chris.doherty at ca.flextronics.com > www.flextronics.com > Ph +1 289 288 1509 > Fax +1 289 288 1549 > > > > Legal Disclaimer: > The information contained in this message may be privileged and confidential. It is intended to be read only by the individual or entity to whom it is addressed or by their designee. If the reader of this message is not the intended recipient, you are on notice that any distribution of this message, in any form, is strictly prohibited. If you have received this message in error, please immediately notify the sender and delete or destroy any copy of this message > -- Best regards, Ruslan. From tmonfiletto at Northeast-Security.com Tue May 1 14:55:19 2012 From: tmonfiletto at Northeast-Security.com (Tony Monfiletto) Date: Tue, 1 May 2012 14:55:19 -0400 Subject: [rt-users] rt-email-digest -m daily results in blank email? Message-ID: <06BA74497FF4B046A4D8856F57CF24FD0105E2DA@EXCHANGE.northeast-security.com> Running the command rt-email-digest -m daily results in a blank email being delivered to me No Subject No Body Perhaps I'm missing a template or something? RT 4.0.1 Debian 4.3x -------------- next part -------------- An HTML attachment was scrubbed... URL: From tmonfiletto at Northeast-Security.com Tue May 1 15:48:24 2012 From: tmonfiletto at Northeast-Security.com (Tony Monfiletto) Date: Tue, 1 May 2012 15:48:24 -0400 Subject: [rt-users] rt-email-digest -m daily results in blank email? In-Reply-To: <06BA74497FF4B046A4D8856F57CF24FD0105E2DA@EXCHANGE.northeast-security.com> Message-ID: <06BA74497FF4B046A4D8856F57CF24FD0105E2DC@EXCHANGE.northeast-security.com> Alright I think I found the issue, my Template "Email Digest" is blank, can someone attach theirs so i can copy it? > -----Original Message----- > From: Tony Monfiletto > Sent: Tuesday, May 01, 2012 2:55 PM > To: 'rt-users at lists.bestpractical.com' > Subject: rt-email-digest -m daily results in blank email? > > Running the command rt-email-digest -m daily results in a blank email being delivered to me > No Subject > No Body > > Perhaps I'm missing a template or something? > RT 4.0.1 > Debian 4.3x -------------- next part -------------- An HTML attachment was scrubbed... URL: From tmonfiletto at Northeast-Security.com Tue May 1 16:04:28 2012 From: tmonfiletto at Northeast-Security.com (Tony Monfiletto) Date: Tue, 1 May 2012 16:04:28 -0400 Subject: [rt-users] rt-email-digest -m daily results in blank email? In-Reply-To: <06BA74497FF4B046A4D8856F57CF24FD0105E2DC@EXCHANGE.northeast-security.com> Message-ID: <06BA74497FF4B046A4D8856F57CF24FD0105E2DD@EXCHANGE.northeast-security.com> Nevermind I was finally able to pull this out of the anals of the internet Subject: RT Email Digest { $Argument } -------------- next part -------------- An HTML attachment was scrubbed... URL: From bluethundr at gmail.com Tue May 1 17:45:06 2012 From: bluethundr at gmail.com (Tim Dunphy) Date: Tue, 1 May 2012 17:45:06 -0400 Subject: [rt-users] no auto reply Message-ID: hello, We have an RT queue setup from an automated monitoring system. There's no point in sending return emails to the originating address as the 'reply-to' address is invalid and will generate a bounce. Is there any way to have RT not send a reply at all and just add a ticket to the queue? Thanks Tim -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B From pofish at ucdavis.edu Tue May 1 19:13:27 2012 From: pofish at ucdavis.edu (Patrick Fish) Date: Tue, 1 May 2012 23:13:27 +0000 Subject: [rt-users] no auto reply In-Reply-To: References: Message-ID: <05AD4EE355A101449606559DD4802D756A46D3@exmbx6.ex.ad3.ucdavis.edu> Create a blank "Autoreply" template for that queue. -Patrick -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tim Dunphy Sent: Tuesday, May 01, 2012 2:45 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] no auto reply hello, We have an RT queue setup from an automated monitoring system. There's no point in sending return emails to the originating address as the 'reply-to' address is invalid and will generate a bounce. Is there any way to have RT not send a reply at all and just add a ticket to the queue? Thanks Tim -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B From rabin at isoc.org.il Wed May 2 00:52:04 2012 From: rabin at isoc.org.il (Rabin Yasharzadehe) Date: Wed, 2 May 2012 07:52:04 +0300 Subject: [rt-users] Keep some HTML tags attributes In-Reply-To: <4F9FE94B.1030909@bestpractical.com> References: <4F9FE94B.1030909@bestpractical.com> Message-ID: Thank you for your reply, Sorry for now mentioning this before, I just finish to "upgrade" our old RT system from v3.6.7 to the latest 4.0.5 and we really liked to use all the new HTML features that this new release come with. I just patched the mention file in your link, and it WORKS, I'm really grateful for your quick reply. *--- Rabin Yasharzadehe* On Tue, May 1, 2012 at 4:46 PM, Thomas Sibley wrote: > On 05/01/2012 07:21 AM, Rabin Yasharzadehe wrote: > > Hello list, > > > > I enabled HTML for my templates and in SiteConfig enabled > > > > Set($PreferRichText, true); > > Set($TrustHTMLAttachments, 1); > > > > > > But, I'm looking for a way to allow some HTML attributes into RT tickets, > > specifically to allow the dir="RTL" attribute > > RT 4.0.6 will allow these attributes. > > https://github.com/bestpractical/rt/commit/a625c19e > > > right now RT strip some of the attributes e.g it's not removing all > > the attributes of the font tag > > from where can I control this behavior ? > > You don't say what RT version you're using, and the answer depends on that. > > Thomas > -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.sjodin at gmail.com Wed May 2 06:25:14 2012 From: scott.sjodin at gmail.com (Scott Sjodin) Date: Wed, 2 May 2012 14:25:14 +0400 Subject: [rt-users] msmtp setup, no logfile? Message-ID: Hey everyone, So with a lot of generous support from this community, I have bumbled my way through into setting up rt-4.0.5. I have it running on Ubuntu 11.04 with fetchmail successfully pulling mail down and piping it into RT. My last step is to setup msmtp. I followed this helpful guide to the letter for setting up msmtp: http://requesttracker.wikia.com/wiki/Msmtp I've confirmed that www-data owns both files (msmtp_wrapper.conf and msmtp_wrapper) and the appropriate permissions are set (per the instructions). Yet, when I send a test mail, it shows up in RT but I don't get anything. When I look in the /var/log directory, I don't even see msmtp.log. I have a feeling I'm doing something wrong. Any insight? Thanks! My msmtp_wrapper.conf looks like this: * * *defaults* *logfile /var/log/msmtp.log* *account default* *host smtp.example.com* *port 587* *tls on* *auth on* *user support at example.com* *password suparsekrat* *auto_from on* * * My msmtp_wrapper executable looks like this: *#!/bin/bash* * /usr/bin/msmtp -t -C /opt/rt4/etc/msmtp_wrapper.conf* * /usr/bin/logger -t RTmailer -p syslog.info -- CALL /usr/bin/msmtp -nt "$@" RETURNED $?* -------------- next part -------------- An HTML attachment was scrubbed... URL: From johnathan.bell at baker.edu Wed May 2 07:26:36 2012 From: johnathan.bell at baker.edu (johnathan.bell at baker.edu) Date: Wed, 2 May 2012 07:26:36 -0400 Subject: [rt-users] Test/Sample database to use for testing? (switching to postgres vs mysql + Sphinx) Message-ID: <51FA41DF-CBE6-46B8-9DBC-D8EEF7E88154@baker.edu> All, We're looking to change or upgrade our DBMS in order to make searching faster in our RT installation. After trying three or four different ways to re-compile MySQL with SphinxSE, I somewhat gave up and installed PostgreSQL instead. To that end, converting between MySQL and Postgres is? problematic. I'd like to get some kind of data into our new database to test the search capabilities, to at least determine if the performance is better? Anyway, so is there a sample Postgres database that I could import and do some searches against? Thanks, Johnathan -- Johnathan Bell Internet System Administrator, Baker College Office Hours: 7A-4P Eastern, M-F -------------- next part -------------- An HTML attachment was scrubbed... URL: From pedroalb at ebi.ac.uk Wed May 2 09:59:21 2012 From: pedroalb at ebi.ac.uk (pedroalb) Date: Wed, 2 May 2012 06:59:21 -0700 (PDT) Subject: [rt-users] mysql to oracle migration In-Reply-To: References: Message-ID: <33763376.post@talk.nabble.com> Hi, I took a look at the PostgreSQL scripts but they fail, for instance, when migrating the attachments. Encoding is base64 in Oracle and other errors occur. I am wondering why RT mentions it is possible to migrate using Oracle SQL developer if it does not work? Does anybody successfully migrated RT from MySQL to Oracle? Cheers, Pedro. Pedro Albuquerque-3 wrote: > > > > Thanks for the info. > > I will take a look at these scripts and try to use them in Oracle. > > > > I'll get back to you with updates. > > > > Cheers, > > Pedro. Pedro Albuquerque-3 wrote: > > Hi, > > I am trying to migrate mysql to oracle to have full text search. > I updated successfully a RT 3.6.10 to RT 4.0.5 using mysql. However, when > I > migrate data and objects to oracle using sql developer, there is some > issues in the attachments encoding, for instance. > > Does anyone has migrated from mysql to oracle? > > Cheers, > Pedro. > > -- View this message in context: http://old.nabble.com/mysql-to-oracle-migration-tp33662526p33763376.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Wed May 2 10:10:33 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 2 May 2012 10:10:33 -0400 Subject: [rt-users] mysql to oracle migration In-Reply-To: <33763376.post@talk.nabble.com> References: <33763376.post@talk.nabble.com> Message-ID: <20120502141033.GE8185@jibsheet.com> On Wed, May 02, 2012 at 06:59:21AM -0700, pedroalb wrote: > > I am wondering why RT mentions it is possible to migrate using Oracle SQL > developer if it does not work? Does anybody successfully migrated RT from > MySQL to Oracle? Where does RT say that? I'd love to correct it, since I would never expect it to work. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From pedroalb at ebi.ac.uk Wed May 2 10:13:58 2012 From: pedroalb at ebi.ac.uk (Pedro Albuquerque) Date: Wed, 02 May 2012 15:13:58 +0100 Subject: [rt-users] mysql to oracle migration In-Reply-To: <20120502141033.GE8185@jibsheet.com> References: <33763376.post@talk.nabble.com> <20120502141033.GE8185@jibsheet.com> Message-ID: <4FA14126.7060501@ebi.ac.uk> Hi Kevin, Since this is written here, http://requesttracker.wikia.com/wiki/MySQLToOracle, I thought it would work in some way. Cheers, Pedro. On 02/05/2012 15:10, Kevin Falcone wrote: > On Wed, May 02, 2012 at 06:59:21AM -0700, pedroalb wrote: > >> I am wondering why RT mentions it is possible to migrate using Oracle SQL >> developer if it does not work? Does anybody successfully migrated RT from >> MySQL to Oracle? >> > Where does RT say that? I'd love to correct it, since I would never > expect it to work. > > -kevin > From falcone at bestpractical.com Wed May 2 11:16:13 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 2 May 2012 11:16:13 -0400 Subject: [rt-users] mysql to oracle migration In-Reply-To: <4FA14126.7060501@ebi.ac.uk> References: <33763376.post@talk.nabble.com> <20120502141033.GE8185@jibsheet.com> <4FA14126.7060501@ebi.ac.uk> Message-ID: <20120502151613.GF8185@jibsheet.com> On Wed, May 02, 2012 at 03:13:58PM +0100, Pedro Albuquerque wrote: > > On 02/05/2012 15:10, Kevin Falcone wrote: > >On Wed, May 02, 2012 at 06:59:21AM -0700, pedroalb wrote: > >>I am wondering why RT mentions it is possible to migrate using Oracle SQL > >>developer if it does not work? Does anybody successfully migrated RT from > >>MySQL to Oracle? > >Where does RT say that? I'd love to correct it, since I would never > >expect it to work. > Since this is written here, > http://requesttracker.wikia.com/wiki/MySQLToOracle, I thought it > would work in some way. Ah, that's a user contributed wiki page. I thought you meant it was written in the official documentation. You'd need to find the author of that page to know more. It might be worth editing the page to indicate that it doesn't always "just work". -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From pedroalb at ebi.ac.uk Wed May 2 11:34:50 2012 From: pedroalb at ebi.ac.uk (Pedro Albuquerque) Date: Wed, 02 May 2012 16:34:50 +0100 Subject: [rt-users] mysql to oracle migration In-Reply-To: <20120502151613.GF8185@jibsheet.com> References: <33763376.post@talk.nabble.com> <20120502141033.GE8185@jibsheet.com> <4FA14126.7060501@ebi.ac.uk> <20120502151613.GF8185@jibsheet.com> Message-ID: <4FA1541A.1060303@ebi.ac.uk> Sorry about this confusion. I'll wait for Scott since he already done this. Cheers, Pedro. On 02/05/2012 16:16, Kevin Falcone wrote: > On Wed, May 02, 2012 at 03:13:58PM +0100, Pedro Albuquerque wrote: > >> On 02/05/2012 15:10, Kevin Falcone wrote: >> >>> On Wed, May 02, 2012 at 06:59:21AM -0700, pedroalb wrote: >>> >>>> I am wondering why RT mentions it is possible to migrate using Oracle SQL >>>> developer if it does not work? Does anybody successfully migrated RT from >>>> MySQL to Oracle? >>>> >>> Where does RT say that? I'd love to correct it, since I would never >>> expect it to work. >>> > >> Since this is written here, >> http://requesttracker.wikia.com/wiki/MySQLToOracle, I thought it >> would work in some way. >> > Ah, that's a user contributed wiki page. I thought you meant it was > written in the official documentation. You'd need to find the author of > that page to know more. It might be worth editing the page to indicate > that it doesn't always "just work". > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From admin at dougware.net Wed May 2 12:37:39 2012 From: admin at dougware.net (Doug Eubanks) Date: Wed, 2 May 2012 12:37:39 -0400 Subject: [rt-users] First custom condition help Message-ID: I'm trying to create a custom condition that prevents the requestor from receiving transactional emails each time they send in an update. I have a separate scrip for the requestor side, but I'm having problems writing the custom condition. I would assume I would want something similar to this, but it doesn't work. ?It always sends the email. return 0 if $self->TransactionObj->IsInbound; return 1; Can someone give me?any pointers? I haven't found an example of exactly what I want to do. Sincerely, Doug Eubanks admin at dougware.net K1DUG (919) 201-8750 From Michael.Newland at TIMCO.aero Wed May 2 14:18:12 2012 From: Michael.Newland at TIMCO.aero (Michael Newland) Date: Wed, 2 May 2012 14:18:12 -0400 Subject: [rt-users] RT has the worst reporting system Message-ID: I am trying to create a query that will search resolved tickets within the past 7 days. Anyone have any idea how to do this? Everything I try is not giving me the results I am looking for. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed May 2 14:20:15 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 2 May 2012 22:20:15 +0400 Subject: [rt-users] RT has the worst reporting system In-Reply-To: References: Message-ID: On Wed, May 2, 2012 at 10:18 PM, Michael Newland wrote: > I am trying to create a query that will search resolved tickets within the > past 7 days.? Anyone have any idea how to do this?? Everything I try is not > giving me the results I am looking for. Status = 'resolved' && Resolved > '7 days ago' -- Best regards, Ruslan. From Izz.Abdullah at hibbett.com Wed May 2 14:32:31 2012 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Wed, 2 May 2012 18:32:31 +0000 Subject: [rt-users] RT has the worst reporting system In-Reply-To: References: Message-ID: Isn't the logic there backwards? Shouldn't it be less than: Status = 'resolved' && Resolved < '7 days ago' We use this...I would have to look at the saved search -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan Zakirov Sent: Wednesday, May 02, 2012 1:20 PM To: Michael Newland Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT has the worst reporting system On Wed, May 2, 2012 at 10:18 PM, Michael Newland wrote: > I am trying to create a query that will search resolved tickets within > the past 7 days.? Anyone have any idea how to do this?? Everything I > try is not giving me the results I am looking for. Status = 'resolved' && Resolved > '7 days ago' -- Best regards, Ruslan. From Izz.Abdullah at hibbett.com Wed May 2 14:35:18 2012 From: Izz.Abdullah at hibbett.com (Izz Abdullah) Date: Wed, 2 May 2012 18:35:18 +0000 Subject: [rt-users] RT has the worst reporting system In-Reply-To: References: Message-ID: Oddly, I think Ruslan's logic was correct. We have one for 'Older than x days' and it goes like this: LastUpdated < 'x days ago' AND ( Status = 'new' OR Status = 'open') AND ( Queue = 'General' OR Queue = 'Another Queue to Monitor') You get the idea on the first line... -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Wednesday, May 02, 2012 1:33 PM To: 'Ruslan Zakirov'; Michael Newland Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT has the worst reporting system Isn't the logic there backwards? Shouldn't it be less than: Status = 'resolved' && Resolved < '7 days ago' We use this...I would have to look at the saved search -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan Zakirov Sent: Wednesday, May 02, 2012 1:20 PM To: Michael Newland Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT has the worst reporting system On Wed, May 2, 2012 at 10:18 PM, Michael Newland wrote: > I am trying to create a query that will search resolved tickets within > the past 7 days.? Anyone have any idea how to do this?? Everything I > try is not giving me the results I am looking for. Status = 'resolved' && Resolved > '7 days ago' -- Best regards, Ruslan. From ktm at rice.edu Wed May 2 14:41:31 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Wed, 2 May 2012 13:41:31 -0500 Subject: [rt-users] RT has the worst reporting system In-Reply-To: References: Message-ID: <20120502184131.GA32303@aart.rice.edu> On Wed, May 02, 2012 at 06:35:18PM +0000, Izz Abdullah wrote: > Oddly, I think Ruslan's logic was correct. We have one for 'Older than x days' and it goes like this: > LastUpdated < 'x days ago' > AND ( > Status = 'new' > OR Status = 'open') > AND ( > Queue = 'General' > OR Queue = 'Another Queue to Monitor') > > You get the idea on the first line... > The "<" should be translated as "before", not less than and ">" should be treated as "after" and not "greater than". So the query wants all ticket with a LastUpdated date AFTER the day, 7 days ago. Regards, Ken From kenn.crocker at gmail.com Wed May 2 15:07:08 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Wed, 2 May 2012 12:07:08 -0700 Subject: [rt-users] Simple things are not so simple.... In-Reply-To: References: Message-ID: Mario, Actually, you can make the new user default to the "Privileged" group (in your RT_SiteConfig.pm file) and that group can have a set of privileges and a dashboard accessible to all "Privileged" users. User-defined groups are the type that have to have users manually added. If you do add a user to a User-defined group, they automatically inherit all rights, privileges and dashboards associated with that group. the default language usually comes from your ExtendedAuth/AD/LDAP configurations. hope this helps. Kenn On Mon, Apr 30, 2012 at 4:14 AM, Mario wrote: > I would like to do a apparently very simple thing: > > - when a user is created (automatically or manually) I would like to: > > - give him only some rights > - or put him in a default group (the purpose is the same) > - give him a default dashboard > - give him a default language > > > Why I am not able to do this after reading a lot of docs? > > Can you help me? > > Thanks in advance, > > Mario > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Wed May 2 15:11:03 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Wed, 2 May 2012 12:11:03 -0700 Subject: [rt-users] no auto reply In-Reply-To: References: Message-ID: Tim, You can also have the "Reply to Requestor" script removed from "Global" application and put it in Queue by Queue or add the code that allows you to skip a Queue in scrips (see the wiki). Kenn On Tue, May 1, 2012 at 2:45 PM, Tim Dunphy wrote: > hello, > > We have an RT queue setup from an automated monitoring system. > There's no point in sending return emails to the originating address > as the 'reply-to' address is invalid and will generate a bounce. Is > there any way to have RT not send a reply at all and just add a ticket > to the queue? > > Thanks > Tim > > -- > GPG me!! > > gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Wed May 2 15:21:56 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Wed, 2 May 2012 12:21:56 -0700 Subject: [rt-users] First custom condition help In-Reply-To: References: Message-ID: Doug, Perhaps you could set the code to identify that user as the requestor and return 0 when that happens. That way all others get their email? Kenn On Wed, May 2, 2012 at 9:37 AM, Doug Eubanks wrote: > I'm trying to create a custom condition that prevents the requestor > from receiving transactional emails each time they send in an update. > I have a separate scrip for the requestor side, but I'm having > problems writing the custom condition. > > I would assume I would want something similar to this, but it doesn't > work. It always sends the email. > > return 0 if $self->TransactionObj->IsInbound; > return 1; > > Can someone give me any pointers? I haven't found an example of > exactly what I want to do. > > Sincerely, > Doug Eubanks > admin at dougware.net > K1DUG > (919) 201-8750 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Wed May 2 15:29:49 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Wed, 2 May 2012 12:29:49 -0700 Subject: [rt-users] RT has the worst reporting system In-Reply-To: <20120502184131.GA32303@aart.rice.edu> References: <20120502184131.GA32303@aart.rice.edu> Message-ID: Michael, Ruslan's logic is correct. Although I believe it could be shorter since the "Resolved" field is a *date field* and shouldn't have a value unless the ticket has been resolved. Therefore 'Resoved > 7 days ago' would work as it interprets your situation as "if the resolved date has a date greater than 7 days ago', that would mean any ticket with a "Resolved Date" within that last 7 days would meet the criteria. Kenn On Wed, May 2, 2012 at 11:41 AM, ktm at rice.edu wrote: > On Wed, May 02, 2012 at 06:35:18PM +0000, Izz Abdullah wrote: > > Oddly, I think Ruslan's logic was correct. We have one for 'Older than > x days' and it goes like this: > > LastUpdated < 'x days ago' > > AND ( > > Status = 'new' > > OR Status = 'open') > > AND ( > > Queue = 'General' > > OR Queue = 'Another Queue to Monitor') > > > > You get the idea on the first line... > > > > The "<" should be translated as "before", not less than and ">" should be > treated as > "after" and not "greater than". So the query wants all ticket with a > LastUpdated date > AFTER the day, 7 days ago. > > Regards, > Ken > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From phil at macprofessionals.com Wed May 2 15:37:25 2012 From: phil at macprofessionals.com (Phil Frost) Date: Wed, 02 May 2012 15:37:25 -0400 Subject: [rt-users] RT has the worst reporting system In-Reply-To: References: <20120502184131.GA32303@aart.rice.edu> Message-ID: <4FA18CF5.3030100@macprofessionals.com> On 05/02/2012 03:29 PM, Kenneth Crocker wrote: > Although I believe it could be shorter since the "Resolved" field is a > /*date field*/ and shouldn't have a value unless the ticket has been > resolved. Unless it was resolved and then reopened. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mailinglists at boksa.de Wed May 2 16:06:42 2012 From: mailinglists at boksa.de (Benjamin Boksa) Date: Wed, 2 May 2012 22:06:42 +0200 Subject: [rt-users] Announcing RT-REST and RT-Jasper [was: RT and JasperReports Server Integration (got it working, anyone interested?)] In-Reply-To: <450382519.9574.1335641657400.JavaMail.root@itworx.co.ke> References: <450382519.9574.1335641657400.JavaMail.root@itworx.co.ke> Message-ID: Hi Alex, have you been able to solve these problems in the meantime? Looks like somethings is wrong with the way you access the web - maybe a proxy or something? I would really like to help, but this seems to be a problem with you environment which makes it hard to give you a good answer :-/ Let me know if there is anything I can do to help you... Don't give up! ;-) Benjamin Am 28.04.2012 um 21:34 schrieb Alex Rhys-Hurn: > Hi Benjamin, > > Sorry to be a bother, but I am really struggling with this install. > > The background: The machine is ubuntu 10.04 LTS. I have installed maven with apt-get maven2 I also apt-get install build-essential and apt-get install openjdk-6-jdk. I installed the jasperserver with the combined jasper stack for ubuntu. Jasper is working properly. > > I now have connectivity to your servers (there is an undersea fibre cable cut to my coutry at the moment), my ISP has failed over to other international links. > > but now I see all sorts of errors in the first stages of mvn install as below: > > Then things fail to build. > > I apologise for being dumb with this but I am a networks guy and this is my first time to build any java kind of thing. I have found that I need to remove the .m2 directory and the whole RT-REST directories when I want to clean up and try again. > > Any tips are appreciated. > > root at core ~/RT-REST# mvn install > [INFO] Scanning for projects... > Downloading: https://services.boksa.de/maven/repositories/boksa/de/boksa/maven/defaults/maven-default-pom/0.1.0/maven-default-pom-0.1.0.pom > 4K downloaded (maven-default-pom-0.1.0.pom) > Downloading: https://services.boksa.de/maven/repositories/boksa/org/apache/maven/wagon/wagon-ssh/1.0/wagon-ssh-1.0.pom > [INFO] Unable to find resource 'org.apache.maven.wagon:wagon-ssh:pom:1.0' in repository boksa-repository (https://services.boksa.de/maven/repositories/boksa) > Downloading: http://repo1.maven.org/maven2/org/apache/maven/wagon/wagon-ssh/1.0/wagon-ssh-1.0.pom > > [WARNING] *** CHECKSUM FAILED - Checksum failed on download: local = 'ad2eb5e1bb1de5e9347cbd9178c9dd8034eb0d0f'; remote = ' Downloading: http://repo1.maven.org/maven2/org/apache/maven/wagon/wagon-ssh/1.0/wagon-ssh-1.0.pom > > [WARNING] *** CHECKSUM FAILED - Checksum failed on download: local = '67f056ad160d74130ae07ad6133d0c5a55293e2e'; remote = ' [WARNING] POM for 'org.apache.maven.wagon:wagon-ssh:pom:1.0:runtime' is invalid. > > Its dependencies (if any) will NOT be available to the current build. > Downloading: https://services.boksa.de/maven/repositories/boksa/org/codehaus/plexus/plexus-utils/1.1/plexus-utils-1.1.pom > [INFO] Unable to find resource 'org.codehaus.plexus:plexus-utils:pom:1.1' in repository boksa-repository (https://services.boksa.de/maven/repositories/boksa) > Downloading: http://repo1.maven.org/maven2/org/codehaus/plexus/plexus-utils/1.1/plexus-utils-1.1.pom > > Downloading: https://services.boksa.de/maven/repositories/boksa/org/codehaus/plexus/plexus/1.0.4/plexus-1.0.4.pom > [INFO] Unable to find resource 'org.codehaus.plexus:plexus:pom:1.0.4' in repository boksa-repository (https://services.boksa.de/maven/repositories/boksa) > Downloading: http://repo1.maven.org/maven2/org/codehaus/plexus/plexus/1.0.4/plexus-1.0.4.pom > > Downloading: https://services.boksa.de/maven/repositories/boksa/org/codehaus/plexus/plexus-utils/1.1/plexus-utils-1.1.jar > Downloading: https://services.boksa.de/maven/repositories/boksa/org/apache/maven/wagon/wagon-ssh/1.0/wagon-ssh-1.0.jar > [INFO] Unable to find resource 'org.codehaus.plexus:plexus-utils:jar:1.1' in repository boksa-repository (https://services.boksa.de/maven/repositories/boksa) > Downloading: http://repo1.maven.org/maven2/org/codehaus/plexus/plexus-utils/1.1/plexus-utils-1.1.jar > [INFO] Unable to find resource 'org.apache.maven.wagon:wagon-ssh:jar:1.0' in repository boksa-repository (https://services.boksa.de/maven/repositories/boksa) > Downloading: http://repo1.maven.org/maven2/org/apache/maven/wagon/wagon-ssh/1.0/wagon-ssh-1.0.jar > > [WARNING] *** CHECKSUM FAILED - Checksum failed on download: local = '7292de5afb0da59af2adc323dd29f5e62c3a27b6'; remote = ' Downloading: http://repo1.maven.org/maven2/org/apache/maven/wagon/wagon-ssh/1.0/wagon-ssh-1.0.jar > > [WARNING] *** CHECKSUM FAILED - Checksum failed on download: local = '3e456700be9f7ad363f06d772ee2c2a5ed0e192d'; remote = ' > [INFO] ------------------------------------------------------------------------ > [INFO] Building Unnamed - de.boksa.rt:rt-rest:jar:0.0.1-SNAPSHOT > [INFO] task-segment: [install] > [INFO] ------------------------------------------------------------------------ > Downloading: http://repo1.maven.org/maven2/org/apache/maven/plugins/maven-resources-plugin/2.5/maven-resources-plugin-2.5.pom > > [WARNING] *** CHECKSUM FAILED - Checksum failed on download: local = 'cd5e7eafb337ebd92081854151223244aab55d67'; remote = ' Downloading: http://repo1.maven.org/maven2/org/apache/maven/plugins/maven-resources-plugin/2.5/maven-resources-plugin-2.5.pom > > [WARNING] *** CHECKSUM FAILED - Checksum failed on download: local = '2e6700b21c12955fbf1238b7ba2f5fd36e52690d'; remote = ' [INFO] ------------------------------------------------------------------------ > [ERROR] BUILD ERROR > [INFO] ------------------------------------------------------------------------ > [INFO] Error building POM (may not be this project's POM). > > > Project ID: org.apache.maven.plugins:maven-resources-plugin > POM Location: /root/.m2/repository/org/apache/maven/plugins/maven-resources-plugin/2.5/maven-resources-plugin-2.5.pom > > Reason: Not a v4.0.0 POM. for project org.apache.maven.plugins:maven-resources-plugin at /root/.m2/repository/org/apache/maven/plugins/maven-resources-plugin/2.5/maven-resources-plugin-2.5.pom > > > [INFO] ------------------------------------------------------------------------ > [INFO] For more information, run Maven with the -e switch > [INFO] ------------------------------------------------------------------------ > [INFO] Total time: 20 seconds > [INFO] Finished at: Sat Apr 28 19:27:28 UTC 2012 > [INFO] Final Memory: 3M/8M > [INFO] ------------------------------------------------------------------------ > > > > > From: "Benjamin Boksa" > To: "Alex Rhys-Hurn" > Sent: Saturday, 28 April, 2012 3:56:34 PM > Subject: Re: [rt-users] Announcing RT-REST and RT-Jasper [was: RT and JasperReports Server Integration (got it working, anyone interested?)] > > Hi Alex, > > according to my monitoring system all servers are up and running. If have at least on report of a completely external user who was able to build RT-Jasper just fine. Please check that it isn't a problem on your side (maybe is is blocked because of the SSL cert used?). Also please check the URL in your browser. > > If that does not help I can send you the required file as an attachment to drop in you local maven repository. > > Hope that helps :-) > > Greetings from Cologne > > Benjamin > > > > Am 28.04.2012 um 12:11 schrieb Alex Rhys-Hurn: > > Hi Benjamin, > > I am having real troubles building the RT-Jasper. It seems a server is down: > > [WARNING] Unable to get resource 'de.boksa.maven.defaults:maven-default-pom:pom:0.1.0' from repository boksa-repository (https://services.boksa.de/maven/repositories/boksa): Error transferring file: Connection timed out > > Can you help with that? > > Thanks again, > > Alex > > From: "Benjamin Boksa" > To: "rt-users" > Sent: Friday, 27 April, 2012 2:09:58 PM > Subject: Re: [rt-users] Announcing RT-REST and RT-Jasper [was: RT and JasperReports Server Integration (got it working, anyone interested?)] > > (Only sent out a private answer before, reposting to rt-users) > > Hi Alex, > > the cool thing about my integration toolkit is, that it does not use SQL at all. It uses the REST Interface (see "Ticket Search") described here: > > http://requesttracker.wikia.com/wiki/REST > > Among other data you get the "TimeWorked" field already calculated ;-) > > The Queries used in Jasper are written in RTRIQL which itself is a superset of the Query Builder Query Language (which means you can use any Query Builder query from RT you already have). > > I have also updated the installation instructions on http://projects.boksa.de/RT-Jasper after some feedback (Thx Marco!). > > Looking forward to you feedback > > Benjamin > > > > Am 27.04.2012 um 12:09 schrieb Alex Rhys-Hurn: > > Dear Benjamin, > > Thanks for all the hard work. > > I have in fact played with Jasper and RT before. > > I gave up as the reports I was trying to generate were to do with time worked. > > RT seems to have two different places where time is recorded and calculated, and so querying the DB gets complicated. > > Does your integration of Jasper with RT make this clearer / easier? > > or do you have any example SQL queries for reporting on Time worked in RT? > > Thanks so much, > > Alex > > From: "Benjamin Boksa" > To: "Albert Shih" > Cc: rt-users at lists.bestpractical.com > Sent: Thursday, 26 April, 2012 10:59:37 PM > Subject: Re: [rt-users] Announcing RT-REST and RT-Jasper [was: RT and JasperReports Server Integration (got it working, anyone interested?)] > > Hi Albert, > > you can generate any kind of reports supported by JasperReports Server. RT-Jasper provides the DataSource necessary to query RT for tickets (the ticket's data can be used in the reports). > > Regarding your questions: > > 1) See the private mail I sent you. > 2) No. > > If you have further questions just let me know. > > Greetings from Cologne > > Benjamin > > > > > Am 26.04.2012 um 21:28 schrieb Albert Shih: > > > Le 22/04/2012 ? 19:11:23+0200, Benjamin Boksa a ?crit > > Hi. > > > >> > >> it's done :-) I have setup two GitHub repositories to host everything you need to run you own RT an JasperReports Server integration: > >> > >> > >> RT-REST: http://projects.boksa.de/RT-REST/ > >> RT-REST is a Java class library to interact with RT: Request Tracker's REST Interface. > >> > >> RT-Jasper: http://projects.boksa.de/RT-Jasper/ > >> RT-Jasper is a toolkit to integrate RT: Request Tracker as a queryable data source in JasperServer. > >> > >> > >> Feel free to give the components a try and let me know what you think :-) I have chosen to drop full installation instructions in favor of a demo system (see the RT-Jasper page for more information) and I assume you already have a RT installation to play with. To learn how to install JasperReports Server please refer to > >> > >> http://sourceforge.net/projects/jasperserver/files/JasperServer/JasperServer%204.5.0/JasperReports-Server-CP-Install-Guide.pdf/download . > >> > >> To help you with your questions I'll try to be around in #rt on irc.perl.org . > >> > >> I am really curious to see what you will say about my work and I hope there will be enough users using it to ensure a constant flow of great ideas and improvements. > >> > >> Enjoy the rest of your weekends :-) > >> > > Big thanks for your works. > > > > Two questions before I spend lot of time to understand your works : > > > > 1/ What kind of reports can we have (I never heard of jasper, only > > the city in Canada ...;-) ). I didn't find your demo jasperserver > > ...:-( > > > > 2/ Is they are anything to modify on the RT server ? > > > > thanks again. > > > > Regards. > > -- > > Albert SHIH > > DIO b?timent 15 > > Observatoire de Paris > > 5 Place Jules Janssen > > 92195 Meudon Cedex > > T?l?phone : 01 45 07 76 26/06 86 69 95 71 > > xmpp: jas at obspm.fr > > Heure local/Local time: > > jeu 26 avr 2012 21:25:37 CEST > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bjjenni at sandia.gov Wed May 2 17:26:13 2012 From: bjjenni at sandia.gov (Jennings, Barbara) Date: Wed, 2 May 2012 21:26:13 +0000 Subject: [rt-users] Corrupt attachments Message-ID: Folks - we are running 4.0.1 RT and 5.8.8 red hat perl. Larger attachments are getting corrupted when they are sent out. And from time to time we get .docx files that are label as .xml and come through burst into sub dirs. Has anyone else come across this problem? Thanks Barbara Jennings Sandia National Laboratories - Albuquerque Organization 6924 - Policy and Decision Analytics (505)845-8554 bjjenni at sandia.gov -------------- next part -------------- An HTML attachment was scrubbed... URL: From joseph85750 at yahoo.com Wed May 2 18:50:12 2012 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Wed, 2 May 2012 15:50:12 -0700 (PDT) Subject: [rt-users] RT3 - login history recorded? Message-ID: <1335999012.72313.YahooMailNeo@web160201.mail.bf1.yahoo.com> I'm using RT 3.8.8 and am curious whether RT records login history of users logging into the web interface. ? Thanks! ? If life gives you lemons, keep them-- because hey.. free lemons. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Michael.Newland at TIMCO.aero Thu May 3 11:19:06 2012 From: Michael.Newland at TIMCO.aero (Michael Newland) Date: Thu, 3 May 2012 11:19:06 -0400 Subject: [rt-users] Display columns / Customized fields Message-ID: Hello all, I have created several customized fields. What I would like to do is customize the view on my main RT page to include those fields. The one in particular is the tickets assigned to me. As I go to Edit > Display Columns > I do not see any of my customized fields listed in the options. Is there a way I can get this added? -------------- next part -------------- An HTML attachment was scrubbed... URL: From dgarcia at cesca.cat Thu May 3 12:04:13 2012 From: dgarcia at cesca.cat (Daniel Garcia Mejia) Date: Thu, 03 May 2012 18:04:13 +0200 Subject: [rt-users] Error with Asset Tracker RT4 Message-ID: <4FA2AC7D.9020804@cesca.cat> Hi, I install the last version of RT and Asset Tracker. I don't know if this is my problem or a bug/error of Asset Tracker with the latest version of RT, but I can't add new asset or update at my system RT4. Also, I can't see any option of 'Asset' in menu of RT... It is normal? If this is normal, when Asset Tracker will launch a version that support RT4 ? Thanks! -- ....................................................................... __ / / Daniel Garc?a Mej?a C E / S / C A Portals i Repositoris /_/ Centre de Serveis Cient?fics i Acad?mics de Catalunya Gran Capit?, 2-4 (Edifici Nexus) ? 08034 Barcelona T. NULL ? F. 93 205 6979 ? dgarcia at cesca.cat Facebook (http://on.fb.me/vPv3oN) ? Twitter @CE5CA ? Linkedin Subscriu-te al butllet? (www.cesca.cat/butlleti) ....................................................................... From darin at darins.net Thu May 3 12:14:03 2012 From: darin at darins.net (Darin Perusich) Date: Thu, 3 May 2012 12:14:03 -0400 Subject: [rt-users] Error with Asset Tracker RT4 In-Reply-To: <4FA2AC7D.9020804@cesca.cat> References: <4FA2AC7D.9020804@cesca.cat> Message-ID: Hello, On Thu, May 3, 2012 at 12:04 PM, Daniel Garcia Mejia wrote: > > I install the last version of RT and Asset Tracker. I don't know if this is > my problem or a bug/error of Asset Tracker with the latest version of RT, > but I can't add new asset or update at my system RT4. Also, I can't see any > option of 'Asset' in menu of RT... > > It is normal? If this is normal, when Asset Tracker will launch a version > that support RT4 ? I've been running AT 2.0.0b2 and RT 4.0.5 without issue, I upgraded from RT 3.8.8 and AT 1.2.4 I believe. Are you seeing any errors in the logs, what's your @plugins from RT_SiteConfig.pm, how did you setup AT, etc? From dgarcia at cesca.cat Thu May 3 12:22:46 2012 From: dgarcia at cesca.cat (Daniel Garcia Mejia) Date: Thu, 03 May 2012 18:22:46 +0200 Subject: [rt-users] Error with Asset Tracker RT4 In-Reply-To: References: <4FA2AC7D.9020804@cesca.cat> Message-ID: <4FA2B0D6.3040000@cesca.cat> On 03/05/12 18:14, Darin Perusich wrote: > Hello, > > On Thu, May 3, 2012 at 12:04 PM, Daniel Garcia Mejia wrote: >> I install the last version of RT and Asset Tracker. I don't know if this is >> my problem or a bug/error of Asset Tracker with the latest version of RT, >> but I can't add new asset or update at my system RT4. Also, I can't see any >> option of 'Asset' in menu of RT... >> >> It is normal? If this is normal, when Asset Tracker will launch a version >> that support RT4 ? > I've been running AT 2.0.0b2 and RT 4.0.5 without issue, I upgraded > from RT 3.8.8 and AT 1.2.4 I believe. Are you seeing any errors in the > logs, what's your @plugins from RT_SiteConfig.pm, how did you setup > AT, etc? I install the version AT 2.0.0b2 with commands: $ RTHOME=/path/to/rt perl Makefile.PL $ make $ make install $ make initdb I put in mi @plugins: Set(@Plugins, (qw(RT::Extension::JSGantt RTx::AssetTracker RT::Extension::LDAPImport RT::Extension::NotifyOwners RT::Extension::SummaryByUser RTx::Calendar))); NO errors in my log... I cant see any 'Assets' on Menu and any button of 'Create new asset'... Only I can put is in "RT at glance" the quicksearch 'Asset types'... Any solution? Where is the button or menu 'Assets'? Is very hidden? -- ....................................................................... __ / / Daniel Garc?a Mej?a C E / S / C A Portals i Repositoris /_/ Centre de Serveis Cient?fics i Acad?mics de Catalunya Gran Capit?, 2-4 (Edifici Nexus) ? 08034 Barcelona T. NULL ? F. 93 205 6979 ? dgarcia at cesca.cat Facebook (http://on.fb.me/vPv3oN) ? Twitter @CE5CA ? Linkedin Subscriu-te al butllet? (www.cesca.cat/butlleti) ....................................................................... From darin at darins.net Thu May 3 12:40:34 2012 From: darin at darins.net (Darin Perusich) Date: Thu, 3 May 2012 12:40:34 -0400 Subject: [rt-users] Error with Asset Tracker RT4 In-Reply-To: <4FA2B0D6.3040000@cesca.cat> References: <4FA2AC7D.9020804@cesca.cat> <4FA2B0D6.3040000@cesca.cat> Message-ID: On Thu, May 3, 2012 at 12:22 PM, Daniel Garcia Mejia wrote: > On 03/05/12 18:14, Darin Perusich wrote: >> >> Hello, >> >> On Thu, May 3, 2012 at 12:04 PM, Daniel Garcia Mejia >> ?wrote: >>> >>> I install the last version of RT and Asset Tracker. I don't know if this >>> is >>> my problem or a bug/error of Asset Tracker with the latest version of RT, >>> but I can't add new asset or update at my system RT4. Also, I can't see >>> any >>> option of 'Asset' in menu of RT... >>> >>> It is normal? If this is normal, when Asset Tracker will launch a version >>> that support RT4 ? >> >> I've been running AT 2.0.0b2 and RT 4.0.5 without issue, I upgraded >> from RT 3.8.8 and AT 1.2.4 I believe. Are you seeing any errors in the >> logs, what's your @plugins from RT_SiteConfig.pm, how did you setup >> AT, etc? > > > > I install the version AT 2.0.0b2 with commands: > > $ RTHOME=/path/to/rt perl Makefile.PL > $ make > $ make install > $ make initdb > > > I put in mi @plugins: > > Set(@Plugins, (qw(RT::Extension::JSGantt RTx::AssetTracker > RT::Extension::LDAPImport RT::Extension::NotifyOwners > RT::Extension::SummaryByUser RTx::Calendar))); > > > NO errors in my log... > I cant see any 'Assets' on Menu and any button of 'Create new asset'... > Only I can put is in "RT at glance" the quicksearch 'Asset types'... > > > Any solution? Where is the button or menu 'Assets'? Is very hidden? > Did you restart apache and clear the mason-cache? The "Assets" menu should be between "Tickets" and "Tools". From sjalexander at mpbx.com Thu May 3 13:08:23 2012 From: sjalexander at mpbx.com (Stephen J Alexander) Date: Thu, 3 May 2012 12:08:23 -0500 Subject: [rt-users] Error with Asset Tracker RT4 In-Reply-To: <4FA2B0D6.3040000@cesca.cat> References: <4FA2AC7D.9020804@cesca.cat> <4FA2B0D6.3040000@cesca.cat> Message-ID: Just to make sure... are you using literally "RTHOME=/path/to/rt" or have you substituted this with the actual path to the RT installation? Regards, Stephen J Alexander MPBX, LLC http://mpbx.com 832-713-6729 On Thu, May 3, 2012 at 11:22 AM, Daniel Garcia Mejia wrote: > On 03/05/12 18:14, Darin Perusich wrote: > >> Hello, >> >> On Thu, May 3, 2012 at 12:04 PM, Daniel Garcia Mejia >> wrote: >> >>> I install the last version of RT and Asset Tracker. I don't know if this >>> is >>> my problem or a bug/error of Asset Tracker with the latest version of RT, >>> but I can't add new asset or update at my system RT4. Also, I can't see >>> any >>> option of 'Asset' in menu of RT... >>> >>> It is normal? If this is normal, when Asset Tracker will launch a version >>> that support RT4 ? >>> >> I've been running AT 2.0.0b2 and RT 4.0.5 without issue, I upgraded >> from RT 3.8.8 and AT 1.2.4 I believe. Are you seeing any errors in the >> logs, what's your @plugins from RT_SiteConfig.pm, how did you setup >> AT, etc? >> > > > I install the version AT 2.0.0b2 with commands: > > $ RTHOME=/path/to/rt perl Makefile.PL > $ make > $ make install > $ make initdb > > > I put in mi @plugins: > > Set(@Plugins, (qw(RT::Extension::JSGantt RTx::AssetTracker > RT::Extension::LDAPImport RT::Extension::NotifyOwners > RT::Extension::SummaryByUser RTx::Calendar))); > > > NO errors in my log... > I cant see any 'Assets' on Menu and any button of 'Create new asset'... > Only I can put is in "RT at glance" the quicksearch 'Asset types'... > > > Any solution? Where is the button or menu 'Assets'? Is very hidden? > > > -- > ..............................**..............................** > ........... > __ > / / Daniel Garc?a Mej?a > C E / S / C A Portals i Repositoris > /_/ Centre de Serveis Cient?fics i Acad?mics de Catalunya > > Gran Capit?, 2-4 (Edifici Nexus) ? 08034 Barcelona > T. NULL ? F. 93 205 6979 ? dgarcia at cesca.cat > Facebook (http://on.fb.me/vPv3oN) ? Twitter @CE5CA ? Linkedin > Subscriu-te al butllet? (www.cesca.cat/butlleti) > > ..............................**..............................** > ........... > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu May 3 13:33:52 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 3 May 2012 21:33:52 +0400 Subject: [rt-users] Display columns / Customized fields In-Reply-To: References: Message-ID: On Thu, May 3, 2012 at 7:19 PM, Michael Newland wrote: > Hello all, > > > > I have created several customized fields.? What I would like to do is > customize the view on my main RT page to include those fields.? The one in > particular is the tickets assigned to me.? As I go to Edit > Display Columns >> I do not see any of my customized fields listed in the options.? Is there > a way I can get this added? If custom fields are not global then you have to limit by queue or use advanced tab to add a custom field to format string. -- Best regards, Ruslan. From ruz at bestpractical.com Thu May 3 13:37:56 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 3 May 2012 21:37:56 +0400 Subject: [rt-users] RT3 - login history recorded? In-Reply-To: <1335999012.72313.YahooMailNeo@web160201.mail.bf1.yahoo.com> References: <1335999012.72313.YahooMailNeo@web160201.mail.bf1.yahoo.com> Message-ID: On Thu, May 3, 2012 at 2:50 AM, Joseph Spenner wrote: > I'm using RT 3.8.8 and am curious whether RT records login history of users > logging into the web interface. > ? No, RT doesn't track such thing and I don't recall extensions that do this. You can use Creator and Created columns in Transactions table to figure out last activity on tickets or other objects. > > Thanks! > > > If life gives you lemons, keep them-- because hey.. free lemons. -- Best regards, Ruslan. From ptomblin at xcski.com Thu May 3 19:19:06 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Thu, 3 May 2012 19:19:06 -0400 Subject: [rt-users] Wait, what? Message-ID: I'm seeing this on my console [Thu May 3 23:06:29 2012] [warning]: DBD::Pg::st execute failed: ERROR: relation "tickets" does not exist LINE 1: SELECT main.* FROM Tickets main WHERE (main.Status != 'dele... ^ at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509) [Thu May 3 23:06:29 2012] [warning]: RT::Handle=HASH(0x848de00) couldn't execute the query 'SELECT main.* FROM Tickets main WHERE (main.Status != 'deleted') AND (main.Queue = '4' AND ( main.Status = 'new' OR main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.EffectiveId = main.id) AND (main.Type = 'ticket') ORDER BY main.id ASC LIMIT 1000' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x848de00)', 'SELECT main.* FROM Tickets main WHERE (main.Status != \'dele...') called at /usr/share/perl5/DBIx/SearchBuilder.pm line 235 DBIx::SearchBuilder::_DoSearch('RT::Tickets=HASH(0x84808b0)') called at /opt/rt4/sbin/../lib/RT/SearchBuilder.pm line 320 RT::SearchBuilder::_DoSearch('RT::Tickets=HASH(0x84808b0)') called at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2955 RT::Tickets::_DoSearch('RT::Tickets=HASH(0x84808b0)') called at /usr/share/perl5/DBIx/SearchBuilder.pm line 503 DBIx::SearchBuilder::Next('RT::Tickets=HASH(0x84808b0)') called at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2927 RT::Tickets::Next('RT::Tickets=HASH(0x84808b0)') called at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2910 RT::Tickets::ItemsArrayRefWindow('RT::Tickets=HASH(0x84808b0)', 1000) called at /opt/rt4/sbin/../lib/RT/Tickets.pm line 3441 RT::Tickets::_BuildItemMap('RT::Tickets=HASH(0x84808b0)') called at /opt/rt4/sbin/../lib/RT/Tickets.pm line 3482 RT::Tickets::ItemMap('RT::Tickets=HASH(0x84808b0)') called at /opt/rt4/share/html/Ticket/Display.html line 223 HTML::Mason::Commands::__ANON__('id', 19) called at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x73ccba8)', 'id', 19) called at /usr/share/perl5/HTML/Mason/Request.pm line 1302 eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1292 HTML::Mason::Request::comp(undef, undef, undef, 'id', 19) called at /usr/share/perl5/HTML/Mason/Request.pm line 955 HTML::Mason::Request::call_next('RT::Interface::Web::Request=HASH(0x7a0f408)') called at /opt/rt4/share/html/Ticket/autohandler line 19 HTML::Mason::Commands::__ANON__('id', 19) called at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7724e60)', 'id', 19) called at /usr/share/perl5/HTML/Mason/Request.pm line 1302 eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1292 HTML::Mason::Request::comp(undef, undef, undef, 'id', 19) called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 548 RT::Interface::Web::ShowRequestedPage('HASH(0x7b76c60)') called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 295 RT::Interface::Web::HandleRequest('HASH(0x7b76c60)') called at /opt/rt4/share/html/autohandler line 53 HTML::Mason::Commands::__ANON__('id', 19) called at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x717e1c8)', 'id', 19) called at /usr/share/perl5/HTML/Mason/Request.pm line 1297 eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1292 HTML::Mason::Request::comp(undef, undef, undef, 'id', 19) called at /usr/share/perl5/HTML/Mason/Request.pm line 481 eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 481 eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 433 HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x7a0f408)') called at /usr/share/perl5/HTML/Mason/PSGIHandler.pm line 85 eval {...} called at /usr/share/perl5/HTML/Mason/PSGIHandler.pm line 85 HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x7a0f408)') called at /usr/share/perl5/HTML/Mason/Interp.pm line 342 HTML::Mason::Interp::exec(undef, undef, 'id', 19) called at /usr/share/perl5/HTML/Mason/PSGIHandler.pm line 48 eval {...} called at /usr/share/perl5/HTML/Mason/PSGIHandler.pm line 48 HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HASH(0x3ab53f0)', 'HTML::Mason::FakeApache=HASH(0x7b34bd8)', 'HASH(0x84b04e8)') called at /usr/share/perl5/HTML/Mason/PSGIHandler/Streamy.pm line 52 HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x84922a8)') called at /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 255 RT::Interface::Web::Handler::__ANON__('CODE(0x84922a8)') called at /usr/share/perl5/Plack/Util.pm line 315 Plack::Util::__ANON__('CODE(0x84d5b38)') called at /usr/share/perl5/Plack/Util.pm line 315 Plack::Util::__ANON__('CODE(0x84923b0)') called at /usr/share/perl5/HTTP/Server/PSGI.pm line 185 HTTP::Server::PSGI::handle_connection('HTTP::Server::PSGI=HASH(0x3abc398)', 'HASH(0x7b5b450)', 'IO::Socket::INET=GLOB(0x8491ff0)', 'CODE(0x6f7e418)') called at /usr/share/perl5/HTTP/Server/PSGI.pm line 134 HTTP::Server::PSGI::accept_loop('HTTP::Server::PSGI=HASH(0x3abc398)', 'CODE(0x3ab96e0)') called at /usr/share/perl5/HTTP/Server/PSGI.pm line 62 HTTP::Server::PSGI::run('HTTP::Server::PSGI=HASH(0x3abc398)', 'CODE(0x3ab96e0)') called at /usr/share/perl5/Plack/Handler/HTTP/Server/PSGI.pm line 14 Plack::Handler::HTTP::Server::PSGI::run('Plack::Handler::Standalone=HASH(0x6f7e898)', 'CODE(0x3ab96e0)') called at /usr/share/perl5/Plack/Loader.pm line 87 Plack::Loader::run('Plack::Loader=HASH(0x3abc248)', 'Plack::Handler::Standalone=HASH(0x6f7e898)') called at /usr/share/perl5/Plack/Runner.pm line 263 Plack::Runner::run('Plack::Runner=HASH(0x68961d0)', 'CODE(0x3ab96e0)') called at /opt/rt4/sbin/rt-server line 231 eval {...} called at /opt/rt4/sbin/rt-server line 231 (/usr/share/perl/5.12/Carp.pm:65) I configured my server in devel mode: ./configure --enable-devel-mode --with-my-user-group --with-db-type=Pg --with-web-handler=standalone,fastcgi and I'm running it stand-alone: /opt/rt4/sbin/rt-server --server Standalone --port 8080 & I can't think of any reason why it would think the table "tickets" doesn't exist, because of course it does. When I paste the query into pgsql it founds 4 tickets. I'm also not seeing anything unexpected on the web form. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From dominic.hargreaves at oucs.ox.ac.uk Fri May 4 02:23:55 2012 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Fri, 4 May 2012 07:23:55 +0100 Subject: [rt-users] Heads-up: request-tracker3.8 in Ubuntu 12.04 LTS Message-ID: <20120504062354.GA2980@gunboat-diplomat.oucs.ox.ac.uk> Hi all, Owing to a series of oversights, request-tracker3.8 escaped with the new Ubuntu LTS release. However, I recommend that it not be used for new installations; request-tracker4, also available, is likely to be better supported during the lifetime of that LTS release. Please see https://bugs.launchpad.net/bugs/990516 for more information. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: Digital signature URL: From juanjillo at gmail.com Fri May 4 04:30:32 2012 From: juanjillo at gmail.com (Juanjo) Date: Fri, 4 May 2012 10:30:32 +0200 Subject: [rt-users] Menu Actions, and most comman used actions Message-ID: Hi, I see if you open one ticket, that the most used actions are under Actions Menu. But, Have direct access for less (for me) used actions. Like Jumbo, Reminders, etc... Could i have direct access (without click on Actions menu), to my usefull Actions?? Like, Reply, Resolve, Take ......... Regards. -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri May 4 05:44:51 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 4 May 2012 13:44:51 +0400 Subject: [rt-users] Menu Actions, and most comman used actions In-Reply-To: References: Message-ID: On Fri, May 4, 2012 at 12:30 PM, Juanjo wrote: > Hi, > > I see if you open one ticket, that the most used actions are under Actions > Menu. But, Have direct access for less (for me) used actions. Like Jumbo, > Reminders, etc... > Could i have direct access (without click on Actions menu), to my usefull > Actions?? Like, Reply, Resolve, Take ......... > With callbacks and a few lines of code you can manipulate menu as you want. > Regards. > > -- > Un saludo. > Juanjo Corral -- Best regards, Ruslan. From ststefanov at gmail.com Fri May 4 05:51:34 2012 From: ststefanov at gmail.com (Stefan Stefanov) Date: Fri, 4 May 2012 12:51:34 +0300 Subject: [rt-users] ExtractCustomFieldValues, insert fixed value when match Message-ID: Hello I need to set a custom field (for example CF1) with fixed value (for example "Domain1") if incoming mail from address is *@domain1.com I didn't found anything such case. How to do this? Best regards -- Stefan From jlaroff at gmail.com Fri May 4 06:11:00 2012 From: jlaroff at gmail.com (Joshua Laroff) Date: Fri, 4 May 2012 06:11:00 -0400 Subject: [rt-users] ExtractCustomFieldValues, insert fixed value when match In-Reply-To: References: Message-ID: Hi Stefan, We do something similar. I am sure there may be a better way to do this but I am new to RT (and perl). I needed to add a column to to the CustomFieldValues table called "email" Here it is: Condition: On Create Action: User defined Stage: TransactionCreate Custom action preparation code: return 1; my $requester_email = ($self->TicketObj->RequestorAddresses)[0]; $requester_email =~ /(^.+)@([^\.].*\.[a-z]{2,}$)/; my $email = $2; my $cf = RT::CustomField->new($RT::SystemUser); $cf->LoadByName(Name => 'Customer'); use Mysql; my $host = "localhost"; my $database = "rt3"; my $tablename = "CustomFieldValues"; my $user = ""; my $pw = ""; my $connect = Mysql->connect($host, $database, $user, $pw); $connect->selectdb($database); my $myquery = "SELECT Name FROM $tablename WHERE email='$email'"; my $execute = $connect->query($myquery); my @results = $execute->fetchrow(); my $result = $results[0]; $self->TicketObj->AddCustomFieldValue(Field => $cf, Value => $result); return 1; Hopefully this is what you were looking for. Josh On Fri, May 4, 2012 at 5:51 AM, Stefan Stefanov wrote: > Hello > > I need to set a custom field (for example CF1) with fixed value (for > example "Domain1") if incoming mail from address is *@domain1.com > > I didn't found anything such case. > > How to do this? > > Best regards > -- > Stefan From ptomblin at xcski.com Fri May 4 06:46:53 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Fri, 4 May 2012 06:46:53 -0400 Subject: [rt-users] ExtractCustomFieldValues, insert fixed value when match In-Reply-To: References: Message-ID: On Fri, May 4, 2012 at 6:11 AM, Joshua Laroff wrote: > my $cf = RT::CustomField->new($RT::SystemUser); > $cf->LoadByName(Name => 'Customer'); > > ... > > $self->TicketObj->AddCustomFieldValue(Field => $cf, Value => $result); > return 1; > Actually, I think you can just pass the field name into AddCustomFieldValue and cut out looking up the name yourself. At least that's what I've been doing and it appears to work. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From ststefanov at gmail.com Fri May 4 07:23:45 2012 From: ststefanov at gmail.com (Stefan Stefanov) Date: Fri, 4 May 2012 14:23:45 +0300 Subject: [rt-users] ExtractCustomFieldValues, insert fixed value when match In-Reply-To: References: Message-ID: Thanks for ideas, but I'm using extension ExtractCustomFieldValues just as it's described here: http://wiki-archive.bestpractical.com/view/ExtractCustomFieldValues -- Stefan Stefanov From ruz at bestpractical.com Fri May 4 08:53:28 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 4 May 2012 16:53:28 +0400 Subject: [rt-users] ExtractCustomFieldValues, insert fixed value when match In-Reply-To: References: Message-ID: Hi, ECFV extension allows you to put code that changes value after match to any value you like, but it's not really job for this extension. It's better to use custom scrip for such thing. On Fri, May 4, 2012 at 1:51 PM, Stefan Stefanov wrote: > Hello > > I need to set a custom field (for example CF1) with fixed value (for > example "Domain1") if incoming mail from address is *@domain1.com > > I didn't found anything such case. > > How to do this? > > Best regards > -- > Stefan -- Best regards, Ruslan. From ststefanov at gmail.com Fri May 4 09:01:40 2012 From: ststefanov at gmail.com (Stefan Stefanov) Date: Fri, 4 May 2012 16:01:40 +0300 Subject: [rt-users] ExtractCustomFieldValues, insert fixed value when match In-Reply-To: References: Message-ID: In this case I have to write code which do almost the same work as ECFV is doing (extract from incoming mail field "From:"). I already use ECFV extension for filling other custom fields and I think most efficient will be if I can use it for this field also. Can someone post an example of such code in ECVF extension? On Fri, May 4, 2012 at 3:53 PM, Ruslan Zakirov wrote: > Hi, > > ECFV extension allows you to put code that changes value after match > to any value you like, but it's not really job for this extension. > It's better to use custom scrip for such thing. > > > On Fri, May 4, 2012 at 1:51 PM, Stefan Stefanov wrote: >> Hello >> >> I need to set a custom field (for example CF1) with fixed value (for >> example "Domain1") if incoming mail from address is *@domain1.com >> >> I didn't found anything such case. >> >> How to do this? >> >> Best regards >> -- >> Stefan > > > > -- > Best regards, Ruslan. -- Stefan Stefanov From mike.johnson at nosm.ca Fri May 4 09:11:02 2012 From: mike.johnson at nosm.ca (Mike Johnson) Date: Fri, 4 May 2012 09:11:02 -0400 Subject: [rt-users] RT3 - login history recorded? In-Reply-To: References: <1335999012.72313.YahooMailNeo@web160201.mail.bf1.yahoo.com> Message-ID: At the httpd or OS level there is some information that could help you... although I don't know if it's the information you are looking for but check out your httpd log file and your access/error/message log files at the OS level Mike. On Thu, May 3, 2012 at 1:37 PM, Ruslan Zakirov wrote: > On Thu, May 3, 2012 at 2:50 AM, Joseph Spenner > wrote: > > I'm using RT 3.8.8 and am curious whether RT records login history of > users > > logging into the web interface. > > ? > > No, RT doesn't track such thing and I don't recall extensions that do > this. You can use Creator and Created columns in Transactions table to > figure out last activity on tickets or other objects. > > > > > > Thanks! > > > > > > If life gives you lemons, keep them-- because hey.. free lemons. > > > > -- > Best regards, Ruslan. > -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.johnson at nosm.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike.johnson at nosm.ca Fri May 4 09:13:02 2012 From: mike.johnson at nosm.ca (Mike Johnson) Date: Fri, 4 May 2012 09:13:02 -0400 Subject: [rt-users] Corrupt attachments In-Reply-To: References: Message-ID: The .docx/.xml thing is related to apache's MIME-Type settings. You essentially have to add all the microsoft 2007/10 extensions. It's something to do with .docx files being zipped xml files or something like that... I don't recall the details, but Google will help you. Mike. On Wed, May 2, 2012 at 5:26 PM, Jennings, Barbara wrote: > Folks ? we are running 4.0.1 RT and 5.8.8 red hat perl. Larger > attachments are getting corrupted when they are sent out. And from time to > time we get .docx files that are label as .xml and come through burst into > sub dirs. Has anyone else come across this problem? > > Thanks > > Barbara Jennings > Sandia National Laboratories - Albuquerque > Organization 6924 - Policy and Decision Analytics > (505)845-8554 > bjjenni at sandia.gov > > > > -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.johnson at nosm.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From rtusers-20090205 at billmail.scconsult.com Fri May 4 10:49:11 2012 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Fri, 04 May 2012 10:49:11 -0400 Subject: [rt-users] RT3 - login history recorded? In-Reply-To: <1335999012.72313.YahooMailNeo@web160201.mail.bf1.yahoo.com> References: <1335999012.72313.YahooMailNeo@web160201.mail.bf1.yahoo.com> Message-ID: On 2 May 2012, at 18:50, Joseph Spenner wrote: > I'm using RT 3.8.8 and am curious whether RT records login history of > users logging into the web interface. Not in its default config, but it can if you want it to and do external auth. If you use the RT::Authen::ExternalAuth extension and have debug-level logging, the log will include lines describing every step of every login. From ges at wingfoot.org Fri May 4 11:06:05 2012 From: ges at wingfoot.org (Glenn Sieb) Date: Fri, 4 May 2012 11:06:05 -0400 Subject: [rt-users] Changing a user's options? Message-ID: <95bfba1199ec4d8019c55c114e5e1ff4.squirrel@www.wingfoot.org> Hullo :) Running RT4.0.5, curious if there's a way for a SuperUser to change another user's options? Specifically, we have a few queues, and some users use X queue, and others use Y queue. I'd like to go in and set their "default" queue to the right one for each user. Is there a way to do that? Thanks in advance! Best, --Glenn From sthild at gmail.com Fri May 4 12:33:31 2012 From: sthild at gmail.com (Scott) Date: Fri, 04 May 2012 11:33:31 -0500 Subject: [rt-users] mysql to oracle migration In-Reply-To: <4FA3D61C.30000@ebi.ac.uk> References: <33763376.post@talk.nabble.com> <4FA14F43.302@gmail.com> <4FA14FA7.6090006@ebi.ac.uk> <4FA1B243.9070000@gmail.com> <4FA29070.7030206@ebi.ac.uk> <4FA3D61C.30000@ebi.ac.uk> Message-ID: <4FA404DB.40909@gmail.com> On 05/04/2012 08:14 AM, Pedro Albuquerque wrote: > Hi Scott, > > I successfully migrated from MySQL to Oracle thanks to your script! I don't know who wrote the script originally , but big thanks to them. > I just had to make some minor changes but that was it. > Regarding the sequences, I had to create a PL/SQL procedure to update > the sequences.currval to have the max id for each table. Yes, forgot to mention that one. > > Many thanks for your help :) You're welcome, glad it went smooth. Best advice is not to use the migration tool in SQLDeveloper, we burnt a lot of time trying to get that to work. We should add the sequence update to the code and post it to the wiki. > > Cheers, > Pedro. > > On 03/05/2012 15:04, Pedro Albuquerque wrote: >> Hi Scott, >> >> Many thanks for the script and explanation. >> I will take a look at this and will get back to you. >> >> Cheers, >> Pedro. >> >> On 02/05/2012 23:16, Scott wrote: >>> We did this awhile ago, so my memory may be a little fuzzy. First >>> off forget the SQLDeveloper migration, >>> it mostly works but you have to work around some issues. Our >>> biggest issue was that mysql defaults to >>> utf8 and our Oracle DB's are not utf8, so some of the stored >>> documents (mostly word) have don't totally >>> display right. I thinks its just the apostrophes, quotes, ...etc. >>> Another issue is that RT doesn't like to >>> use blobs in PostgreSQL & Oracle, so they base64 encode binary >>> objects and store them in clobs. Like >>> I said earlier I just modified the PostgreSQL migration script. >>> I've attached the script, you probably don't >>> need the NLS_LANG env setting or you may not want my NLS_DATE_FORMAT >>> setting. I really didn't change >>> much. I did add a new table list, just commented out the old one. >>> So after all our messing around with >>> the SQLDeveloper migration tool, we had success by using the Oracle >>> table create sql that comes with >>> the RT dist and running the attached script. As I said I may be >>> forgetting a step, but give it a whirl. If >>> you have questions, I will do my best to answer. >>> >>> Scott >>> >>> >>> On 05/02/2012 10:15 AM, Pedro Albuquerque wrote: >>>> Many thanks Scott. >>>> Looking forward to hearing from you. >>>> >>>> Cheers, >>>> Pedro. >>>> >>>> On 02/05/2012 16:14, Scott wrote: >>>>> I have done it, let me gather what we did and I will it to you. >>>>> I think I used the postgresql script and just modified it. Sorry I'm >>>>> swamped right now, but I will get back to you later today. >>>>> >>>>> >>>>> n 05/02/2012 08:59 AM, pedroalb wrote: >>>>>> Hi, >>>>>> >>>>>> I took a look at the PostgreSQL scripts but they fail, for >>>>>> instance, when >>>>>> migrating the attachments. Encoding is base64 in Oracle and other >>>>>> errors >>>>>> occur. >>>>>> I am wondering why RT mentions it is possible to migrate using >>>>>> Oracle SQL >>>>>> developer if it does not work? Does anybody successfully migrated >>>>>> RT from >>>>>> MySQL to Oracle? >>>>>> >>>>>> Cheers, >>>>>> Pedro. >>>>>> >>>>>> >>>>>> >>>>>> Pedro Albuquerque-3 wrote: >>>>>>>> Thanks for the info. >>>>>>>> I will take a look at these scripts and try to use them in Oracle. >>>>>>>> >>>>>>>> I'll get back to you with updates. >>>>>>>> >>>>>>>> Cheers, >>>>>>>> Pedro. >>>>>> >>>>>> Pedro Albuquerque-3 wrote: >>>>>>> Hi, >>>>>>> >>>>>>> I am trying to migrate mysql to oracle to have full text search. >>>>>>> I updated successfully a RT 3.6.10 to RT 4.0.5 using mysql. >>>>>>> However, when >>>>>>> I >>>>>>> migrate data and objects to oracle using sql developer, there is >>>>>>> some >>>>>>> issues in the attachments encoding, for instance. >>>>>>> >>>>>>> Does anyone has migrated from mysql to oracle? >>>>>>> >>>>>>> Cheers, >>>>>>> Pedro. >>>>>>> >>>>>>> >>>>> >>> -------------- next part -------------- An HTML attachment was scrubbed... URL: From kmkale at gmail.com Sat May 5 06:06:11 2012 From: kmkale at gmail.com (Koustubha Kale) Date: Sat, 5 May 2012 15:36:11 +0530 Subject: [rt-users] Multiples users with shared email address Message-ID: Hi I am in a situation where multiple users share a common email address. But when I try to create the users through the web interface, it gives me a message "User could not be created: Email address in use" Is there any way we can have a common email address for multiple users in RT? Regards, Koustubha Kale From sjalexander at mpbx.com Sat May 5 08:08:54 2012 From: sjalexander at mpbx.com (Stephen J Alexander) Date: Sat, 5 May 2012 07:08:54 -0500 Subject: [rt-users] Multiples users with shared email address In-Reply-To: References: Message-ID: If your email carrier supports it, you could try using the account+name at whatever format where the email address is account at whatever... just modify by adding +name. If your email carrier is implemented correctly this will work. Regards, Stephen J Alexander MPBX, LLC http://mpbx.com 832-713-6729 On Sat, May 5, 2012 at 5:06 AM, Koustubha Kale wrote: > Hi > I am in a situation where multiple users share a common email address. > But when I try to create the users through the web interface, it gives > me a message "User could not be created: Email address in use" > Is there any way we can have a common email address for multiple users in > RT? > > Regards, > Koustubha Kale > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kirby at umbc.edu Sat May 5 08:31:38 2012 From: kirby at umbc.edu (Joe Kirby) Date: Sat, 5 May 2012 08:31:38 -0400 Subject: [rt-users] Auto Create a child ticket via RT scripts available from Queue Management page Message-ID: <8E31E12A-325C-458B-B12B-9808E6D22D18@umbc.edu> I have a situation where I need, upon creation of a ticket in a queue, to create a child ticket in a different queue (actually I need to create 2 child tickets) I looked at the ForkIntoNewTicket contribution and I am not 100% sure how to use this script. I work in the area under scripts for the Queue which is all inside of RT and was hoping I could create a script condition of OnCreate with a User Defined action but this seems to be much more complicated I do have someone on the web team who gives me some support (outside of my area) but I wanted to see if there are any options out there before I get him involved as he does not have many spare cycles for this kind of work. I am on 3.8.7 moving to 4.0.5 in June I do not need the ticket to cascade attachments and I could even have it force a requestor if that makes it easier. The subject is my main concern after linking. My main goal is to create 2 tickets which are linked to the original ticket but in different queues My lack of web programming is most likely my impediment here and if that is the case I will take the advise of the group and explore with the web developer Thanks in advance 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 ruz at bestpractical.com Mon May 7 08:51:01 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 7 May 2012 16:51:01 +0400 Subject: [rt-users] Changing a user's options? In-Reply-To: <95bfba1199ec4d8019c55c114e5e1ff4.squirrel@www.wingfoot.org> References: <95bfba1199ec4d8019c55c114e5e1ff4.squirrel@www.wingfoot.org> Message-ID: On Fri, May 4, 2012 at 7:06 PM, Glenn Sieb wrote: > Hullo :) > > Running RT4.0.5, curious if there's a way for a SuperUser to change > another user's options? > > Specifically, we have a few queues, and some users use X queue, and others > use Y queue. I'd like to go in and set their "default" queue to the right > one for each user. Is there a way to do that? No, there is no UI for this. You can use simple command line script. > > Thanks in advance! > > Best, > --Glenn > -- Best regards, Ruslan. From senior.unix at gmail.com Mon May 7 12:26:59 2012 From: senior.unix at gmail.com (UnixMan) Date: Mon, 7 May 2012 09:26:59 -0700 (PDT) Subject: [rt-users] RT 4.0.5 : rt-email-dashboards cron not working In-Reply-To: <20120413233349.GW8185@jibsheet.com> References: <20120411220458.GQ8185@jibsheet.com> <33678061.post@talk.nabble.com> <20120412205834.GT8185@jibsheet.com> <33678318.post@talk.nabble.com> <20120412220802.GU8185@jibsheet.com> <33684777.post@talk.nabble.com> <20120413233349.GW8185@jibsheet.com> Message-ID: <33763538.post@talk.nabble.com> Thanks for all your help, what we did was have the mail go directly to our mail gateway rather than the mail relay and that works. Will have to look at it another time when things calm down. Scott -- View this message in context: http://old.nabble.com/Re%3A-RT-4.0.5-%3A-rt-email-dashboards-cron-not-working-tp33671969p33763538.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From senior.unix at gmail.com Mon May 7 12:35:34 2012 From: senior.unix at gmail.com (UnixMan) Date: Mon, 7 May 2012 09:35:34 -0700 (PDT) Subject: [rt-users] RT-4.0.5 : Can't do Simple Search on Articles Message-ID: <33763539.post@talk.nabble.com> In RT-3.8.8 we could do simple search on the RTFM articles, but, in RT-4.0.5 we cannot. Also I noticed the test RT-4.0.5 instance on Best Practical's website that RTFM is included in the "Home" Pulldown but ours is not. Maybe there's a simple config change we can make to the RT_SiteConfig.pm file ? Thanks in advance, Scott -- View this message in context: http://old.nabble.com/RT-4.0.5-%3A-Can%27t-do-Simple-Search-on-Articles-tp33763539p33763539.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ptomblin at xcski.com Mon May 7 13:54:03 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Mon, 7 May 2012 13:54:03 -0400 Subject: [rt-users] Users.id and Groups.id Message-ID: I noticed that the database schema specifies different sequences for the id fields in the users and groups tables. However, it appears that RT doesn't actually use those sequences - "select currval('user_id_seq')" returns 1 even though I have a bunch of users created. The other thing I noticed is that the users.id and groups.id don't have any common numbers - i.e. I've got users with ids 26, 28 and 32, and groups with ids of 27, 29 and 31. Can I rely on that being true, or is it just a coincidence? -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From tjrc at sanger.ac.uk Mon May 7 14:14:26 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Mon, 7 May 2012 19:14:26 +0100 Subject: [rt-users] Users.id and Groups.id In-Reply-To: References: Message-ID: <516EEAF4-5A97-49B7-BB18-F3AA3CA32D4E@sanger.ac.uk> On 7 May 2012, at 18:54, Paul Tomblin wrote: > I noticed that the database schema specifies different sequences for > the id fields in the users and groups tables. However, it appears > that RT doesn't actually use those sequences - "select > currval('user_id_seq')" returns 1 even though I have a bunch of users > created. The other thing I noticed is that the users.id and groups.id > don't have any common numbers - i.e. I've got users with ids 26, 28 > and 32, and groups with ids of 27, 29 and 31. Can I rely on that > being true, or is it just a coincidence? It might be true (since both users and groups have an entry in the Principals table) but the purist in me is screaming "assume it isn't true". If you assume it isn't true, whatever code you're considering writing will always work. If you assume it is true, and it later turns out not to be, you're going to get burned. It might also be one of those things where it's true on one database backend, but not on another. What are you actually trying to 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 mgiammarco at gmail.com Mon May 7 15:50:53 2012 From: mgiammarco at gmail.com (Mario) Date: Mon, 7 May 2012 19:50:53 +0000 (UTC) Subject: [rt-users] Include web service result in a page without using custom fields Message-ID: Hello, I need to put in the ticket page additional user info that I get with a rest web service. How can I do it with Request Tracker? Thanks, Mario From ruz at bestpractical.com Mon May 7 16:52:17 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 8 May 2012 00:52:17 +0400 Subject: [rt-users] Include web service result in a page without using custom fields In-Reply-To: References: Message-ID: On Mon, May 7, 2012 at 11:50 PM, Mario wrote: > Hello, > I need to put in the ticket page additional user info that I get with a rest web > service. > > How can I do it with Request Tracker? Two ways: 1) Javascript on Ticket's page gets the data and puts it all on the page. 2) RT server gets the data and puts it into RT's page(s). In both cases you use callbacks. In first case to place JS into page. In second case to place HTML. > > > Thanks, > Mario > -- Best regards, Ruslan. From falcone at bestpractical.com Mon May 7 17:46:14 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 7 May 2012 17:46:14 -0400 Subject: [rt-users] RT-4.0.5 : Can't do Simple Search on Articles In-Reply-To: <33763539.post@talk.nabble.com> References: <33763539.post@talk.nabble.com> Message-ID: <20120507214614.GG8185@jibsheet.com> On Mon, May 07, 2012 at 09:35:34AM -0700, UnixMan wrote: > > In RT-3.8.8 we could do simple search on the RTFM articles, but, in RT-4.0.5 > we cannot. It should still exist, you're going to need to tell us more about what pages it appeared on in 3.8 that it doesn't appear on in 4.0 > Also I noticed the test RT-4.0.5 instance on Best Practical's website that > RTFM is included in the "Home" Pulldown but ours is not. That's a dashboard, click on it, it'll take you to a list of tickets about RTFM (You'll note the URL http://issues.bestpractical.com/Dashboards/5715/RTFM) -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 May 7 18:00:15 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 7 May 2012 18:00:15 -0400 Subject: [rt-users] Auto Create a child ticket via RT scripts available from Queue Management page In-Reply-To: <8E31E12A-325C-458B-B12B-9808E6D22D18@umbc.edu> References: <8E31E12A-325C-458B-B12B-9808E6D22D18@umbc.edu> Message-ID: <20120507220015.GH8185@jibsheet.com> On Sat, May 05, 2012 at 08:31:38AM -0400, Joe Kirby wrote: > I have a situation where I need, upon creation of a ticket in a queue, to create a child > ticket in a different queue (actually I need to create 2 child tickets) If you need this to happen automatically upon creating, you want to read the docs for the CreateTickets action shipped with core RT. It allows for the programmatic creation of 1 or more tickets based on certain conditions, extracting information from the original ticket and setting up links, etc. It's what is used to configure Approvals. You can see the docs with perldoc /opt/rt4/lib/RT/Action/CreateTickets.pm ForkIntoNewTicket and SpawnLinkedTicketsWithQueue are manual processes and are available on the ticket Display page. -kevin > I looked at the ForkIntoNewTicket contribution and I am not 100% sure how to use this script. > I work in the area under scripts for the Queue which is all inside of RT and was hoping I > could create a script condition of OnCreate with a User Defined action but this seems to be > much more complicated > I do have someone on the web team who gives me some support (outside of my area) but I wanted > to see if there are any options out there before I get him involved as he does not have many > spare cycles for this kind of work. > I am on 3.8.7 moving to 4.0.5 in June > I do not need the ticket to cascade attachments and I could even have it force a requestor if > that makes it easier. The subject is my main concern after linking. > My main goal is to create 2 tickets which are linked to the original ticket but in different > queues > My lack of web programming is most likely my impediment here and if that is the case I will > take the advise of the group and explore with the web developer -------------- 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 Mon May 7 18:13:04 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 8 May 2012 02:13:04 +0400 Subject: [rt-users] Multiples users with shared email address In-Reply-To: References: Message-ID: Hi, That email is already in use. Search mailing list archives, it's answered several times. On Sat, May 5, 2012 at 2:06 PM, Koustubha Kale wrote: > Hi > I am in a situation where multiple users share a common email address. > But when I try to create the users through the web interface, it gives > me a message "User could not be created: Email address in use" > Is there any way we can have a common email address for multiple users in RT? > > Regards, > Koustubha Kale -- Best regards, Ruslan. From mgiammarco at gmail.com Tue May 8 02:13:57 2012 From: mgiammarco at gmail.com (Mario) Date: Tue, 8 May 2012 06:13:57 +0000 (UTC) Subject: [rt-users] Include web service result in a page without using custom fields References: Message-ID: Ruslan Zakirov bestpractical.com> writes: > > Two ways: > > 1) Javascript on Ticket's page gets the data and puts it all on the page. > > 2) RT server gets the data and puts it into RT's page(s). > > Thanks for reply! I forgot a thing: do I have to modify RT source code? I am searching a solution where I do not have to modify it. Mario From pedroalb at ebi.ac.uk Tue May 8 04:07:19 2012 From: pedroalb at ebi.ac.uk (Pedro Albuquerque) Date: Tue, 08 May 2012 09:07:19 +0100 Subject: [rt-users] mysql to oracle migration In-Reply-To: <4FA404DB.40909@gmail.com> References: <33763376.post@talk.nabble.com> <4FA14F43.302@gmail.com> <4FA14FA7.6090006@ebi.ac.uk> <4FA1B243.9070000@gmail.com> <4FA29070.7030206@ebi.ac.uk> <4FA3D61C.30000@ebi.ac.uk> <4FA404DB.40909@gmail.com> Message-ID: <4FA8D437.1060207@ebi.ac.uk> Hi, I will post the PL/SQL code to the wiki. Cheers, Pedro. On 04/05/2012 17:33, Scott wrote: > You're welcome, glad it went smooth. Best advice is not to use the > migration tool in SQLDeveloper, we > burnt a lot of time trying to get that to work. We should add the > sequence update to the code > and post it to the wiki. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ststefanov at gmail.com Tue May 8 05:01:51 2012 From: ststefanov at gmail.com (Stefan Stefanov) Date: Tue, 8 May 2012 12:01:51 +0300 Subject: [rt-users] ExtractCustomFieldValues, insert fixed value when match In-Reply-To: <1068165242.54.1336139756306.JavaMail.open-xchange@webmail.desy.de> References: <1068165242.54.1336139756306.JavaMail.open-xchange@webmail.desy.de> Message-ID: Thank you! I made this way: Scrip: Condition: On Create Action: User Defined Template: GlobalTemplate: Blank Stage: TransactionCreate Custom action preparation code: my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; my $cf_obj = RT::CustomField->new($RT::SystemUser); my $cf_value; # set some other default values $cf_obj->LoadByName(Name=>"CF1"); $cf_value="mail"; $ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value, RecordTransaction=>0); $cf_obj->LoadByName(Name=>"CF2"); $cf_value="Outstanding"; $ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value, RecordTransaction=>0); # set value by requestor address my $ticketRequestor = lc($ticket->RequestorAddresses); $ticketRequestor =~ /(^.+)@([^\.].*\.[a-z]{2,}$)/; #if ( $1 =~ /^username$/m ) { #$self->TicketObj->AddCustomFieldValue( Field => 'Region', Value => 'ONE' ); #} if ( $2 =~ /^domain1.local$/m ) { $self->TicketObj->AddCustomFieldValue( Field => 'DOMAIN', Value => 'Domain1' ); } return 1; Next ExtractCustomFieldValues extension is started and custom field values are set according incoming mail. But my question was: Is it possible to do same thing as last one using _only_ template for ExtractCustomFieldValues extension? (for example some regex returning value 'Domain1' if incoming mail From: field is .*@domain1.local) Thanks again to all for help! -- Stefan Stefanov From alex at itworx.co.ke Tue May 8 05:10:12 2012 From: alex at itworx.co.ke (Alex Rhys-Hurn) Date: Tue, 8 May 2012 12:10:12 +0300 (EAT) Subject: [rt-users] Rich Text Formatting in Articles Rt 4.0.2 Message-ID: <964625172.27729.1336468212747.JavaMail.root@itworx.co.ke> Hello, When I create and reply to tickets in RT I have a small Icon I can click that gives me a nice menu bar that allows me to format text in the tickets nicely. can anyone tell me how to get the same feature in the articles feature? I find that my users are complaining, because they cant remember to do '''bold ''' wikitext formatting and they say they would prefer the menu bar. Any help appreciated, and thanks in advance, Alex -- Alex Rhys-Hur n | ITworX Limited P.O. Box 1649, 00502, Karen, Kenya Tel: +254 (0) 20 2444824 | Cell: +254 (0) 724 972541 Web: www.itworx.co.ke -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: webmail_logo.png Type: image/png Size: 1057 bytes Desc: not available URL: From marco.thorbruegge at cert.europa.eu Tue May 8 05:18:55 2012 From: marco.thorbruegge at cert.europa.eu (Marco Thorbruegge) Date: Tue, 8 May 2012 11:18:55 +0200 Subject: [rt-users] RT and S/MIME Message-ID: <4FA8E4FF.4090408@cert.europa.eu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, is anyone out there successfully uses RT together with S/MIME? I'm aware of RT::Crypt::SMIME, is anybody using that, or found another solution? (we're using RT 4.0.5 and the current version of RTIR). Thanks for any hint! Cheers, Marco -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.11 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJPqOT/AAoJEPGO2jBYfzzOCFEIAKf8YlYT777Ulta4C7UWVlg4 fDGTdLY9QmRRscY8qMdDxlf6MFIGsvN8V+8AjDwZhJF2OL9nbJrVDfchhkq8ybXk fOorRhiZ2dM40hPciKtWH4l54E+pEhiNLFgA945lvzmFid2+Zgn0NBsbTkXcM28l SBcViXkfRMWo5v28EMuTgBlc95D+QIe1Fop7v76Z9iJymcYvNSxZAvq4zgTqriKB wQYgmew5KcaA34vTCoAj8vHtxdC+i+O3cMqPNhRtr5VDY+nlySNfRkBTV+Fx4Ezb R/5Ugd4z8+qp53Xf9DH+jMpjJQRxCpxLdm1ut3OsS3UFzzYnVlYjuR5JGZrZTCU= =3rK9 -----END PGP SIGNATURE----- From alex at itworx.co.ke Tue May 8 09:00:18 2012 From: alex at itworx.co.ke (Alex Rhys-Hurn) Date: Tue, 8 May 2012 16:00:18 +0300 (EAT) Subject: [rt-users] Query to usein dashboard for timeworked In-Reply-To: <560216151.31344.1336481848827.JavaMail.root@itworx.co.ke> Message-ID: <1014536470.31382.1336482018777.JavaMail.root@itworx.co.ke> Hello, I am really struggling with the query builder. I would like to build a query that is as follows: 1. Works for a specific queue i.i. Queue = 'queuename' 2. Applies to all activity in the queue since the 1st of the CURRENT calendar month 3. Outputs the total timeworked for the queue in that period. So, I should get output that says something like queue = queuename timeworked (for all tickets, totalled) since 1st of current month = xx minutes I will then make a saved search and use a dashboard notification to send that around. Is what i am asking even possible? Many thanks, Alex -- Alex Rhys-Hur n | ITworX Limited P.O. Box 1649, 00502, Karen, Kenya Tel: +254 (0) 20 2444824 | Cell: +254 (0) 724 972541 Web: www.itworx.co.ke -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: webmail_logo.png Type: image/png Size: 1057 bytes Desc: not available URL: From ruz at bestpractical.com Tue May 8 09:50:21 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 8 May 2012 17:50:21 +0400 Subject: [rt-users] Query to usein dashboard for timeworked In-Reply-To: <1014536470.31382.1336482018777.JavaMail.root@itworx.co.ke> References: <560216151.31344.1336481848827.JavaMail.root@itworx.co.ke> <1014536470.31382.1336482018777.JavaMail.root@itworx.co.ke> Message-ID: On Tue, May 8, 2012 at 5:00 PM, Alex Rhys-Hurn wrote: > Hello, > > I am really struggling with the query builder. > > I would like to build a query that is as follows: > > 1. Works for a specific queue i.i. Queue = 'queuename' > 2. Applies to all activity in the queue since the 1st of the CURRENT > calendar month > 3. Outputs the total timeworked for the queue in that period. > > So, I should get output that says something like > > > queue = queuename > > timeworked (for all tickets, totalled) since 1st of current month = xx > minutes > > > I will then make a saved search and use a dashboard notification to send > that around. > > > Is what i am asking even possible? > Now it's only possible with custom code. There is a branch in the repository that makes implementation much easier, but still need some minor tweaks. Many thanks, > > Alex > > -- > *Alex Rhys-Hur*n | ITworX Limited > P.O. Box 1649, 00502, Karen, Kenya > Tel: +254 (0) 20 2444824 | Cell: +254 (0) 724 972541 > Web: www.itworx.co.ke > > ** > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: webmail_logo.png Type: image/png Size: 1057 bytes Desc: not available URL: From JKoermer at prg.com Tue May 8 09:35:30 2012 From: JKoermer at prg.com (Jennifer Koermer) Date: Tue, 8 May 2012 13:35:30 +0000 Subject: [rt-users] Errors with exim Mail Message-ID: <0DB62BF0BA7246409E50F16FC002E562A2C0917A@mb1.prg.com> We have a scrip that we have custom configured on a queue that creates AdminCC and CC. We've disabled the global scrip for the queue using the following custom code (including this code because someone else might find it a very helpful way to disable global scrips on a queue by queue basis): my @exceptionQueue = ('___Approvals'); my $transactionType = $self->TransactionObj->Type; my $queue = $self->TicketObj->QueueObj->Name; if ($transactionType eq 'Create') { return if grep { $queue eq ($_) } @exceptionQueue; return 1; } return; This all appears to be working great, but sometimes we receive the following error: [Tue May 8 12:24:41 2012] [crit]: : Could not send mail with command `/usr/sbin/exim -oi -t`: program unexpectedly closed pipe at /usr/lib/rt/RT/Interface/Email.pm line 408, line 33. I've done some testing, and I have created the same exact ticket in RT multiple times that should send out the same exact notifications. Sometimes the notifications are sent and sometimes I get the error above. Anyone have any ideas as to why this might work sometimes but not others? We are using: RT 3.8.4 The process that I am seeing this issue in is a little complex: 1) Create a Master Work Ticket in a request queue. 2) On creation, custom fields are checked and up to 5 different approval tickets are created based on the supplied information. AdminCC and CC are sent out (using scrips & templates in the ___Approval queue) on creation of the approval ticket. I'm working on implementing a number of changes on my production box. All of my testing is currently on my dev box. I'm not actually sending/receiving any emails at this point in time, only looking in the ticket history to see if the correct email was generated. I'm not seeing the same issues on my production box. Any ideas? -Jennifer -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: 149-travel.txt URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: 149-user.txt URL: From ruz at bestpractical.com Tue May 8 10:48:29 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 8 May 2012 18:48:29 +0400 Subject: [rt-users] Errors with exim Mail In-Reply-To: <0DB62BF0BA7246409E50F16FC002E562A2C0917A@mb1.prg.com> References: <0DB62BF0BA7246409E50F16FC002E562A2C0917A@mb1.prg.com> Message-ID: Hi, It's hard to tell what's wrong. Basicly what happens is that exim closed input stream while RT still was printing mail to the stream. Probably exim printed something about the problem to STDERR or STDOUT. If it's STDERR then there is good chance it ended in apache's log. If STDOUT then it's somewhere in wild. You have more chances to find reason in exim's logs. Increasing logging in exim is good way to start. You just have to match entries in one log to other log. If it's not helpful then the only way is to use IPC::Run3 or similar module in lib/RT/Interface/Email.pm where exim is executed. In this case it's possible to catch STDERR and STDOUT and put them into RT logs. We may even accept good patch that does this. On Tue, May 8, 2012 at 5:35 PM, Jennifer Koermer wrote: > We have a scrip that we have custom configured on a queue that creates > AdminCC and CC. ?We?ve disabled the global scrip for the queue using the > following custom code (including this code because someone else might find > it a very helpful way to disable global scrips on a queue by queue basis): > > my @exceptionQueue = ('___Approvals'); > > my $transactionType = $self->TransactionObj->Type; > > my $queue = $self->TicketObj->QueueObj->Name; > > if ($transactionType eq 'Create') { > > ? return if grep { $queue eq ($_) } @exceptionQueue; > > ? return 1; > > } > > return; > > > > This all appears to be working great, but sometimes we receive the following > error: > > [Tue May? 8 12:24:41 2012] [crit]: > : ?Could not send > mail with command `/usr/sbin/exim -oi -t`: program unexpectedly closed pipe > at /usr/lib/rt/RT/Interface/Email.pm line 408, line 33. > > > > I?ve done some testing, and I have created the same exact ticket in RT > multiple times that should send out the same exact notifications.? Sometimes > the notifications are sent and sometimes I get the error above.? Anyone have > any ideas as to why this might work sometimes but not others? > > > > We are using: > > RT 3.8.4 > > > > The process that I am seeing this issue in is a little complex: > > 1)???? Create a Master Work Ticket in a request queue. > > 2)???? On creation, custom fields are checked and up to 5 different approval > tickets are created based on the supplied information.? AdminCC and CC are > sent out (using scrips & templates in the ___Approval queue) on creation of > the approval ticket. > > > > I?m working on implementing a number of changes on my production box.? All > of my testing is currently on my dev box.? I?m not actually > sending/receiving any emails at this point in time, only looking in the > ticket history to see if the correct email was generated.? I?m not seeing > the same issues on my production box.? Any ideas? > > > > -Jennifer -- Best regards, Ruslan. From falcone at bestpractical.com Tue May 8 10:52:32 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 8 May 2012 10:52:32 -0400 Subject: [rt-users] RT and S/MIME In-Reply-To: <4FA8E4FF.4090408@cert.europa.eu> References: <4FA8E4FF.4090408@cert.europa.eu> Message-ID: <20120508145232.GI8185@jibsheet.com> On Tue, May 08, 2012 at 11:18:55AM +0200, Marco Thorbruegge wrote: > > is anyone out there successfully uses RT together with S/MIME? > > I'm aware of RT::Crypt::SMIME, is anybody using that, or found another > solution? (we're using RT 4.0.5 and the current version of RTIR). There's a 4.2 branch for smime support (4.2/smime-v2) which we're currently testing a 4.0 extension of. I'm hopeful the 4.0 version will see a public release at some point before becoming a core feature in 4.2 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From marco.thorbruegge at cert.europa.eu Tue May 8 10:56:50 2012 From: marco.thorbruegge at cert.europa.eu (Marco Thorbruegge) Date: Tue, 8 May 2012 16:56:50 +0200 Subject: [rt-users] RT and S/MIME In-Reply-To: <20120508145232.GI8185@jibsheet.com> References: <4FA8E4FF.4090408@cert.europa.eu> <20120508145232.GI8185@jibsheet.com> Message-ID: <4FA93432.6010808@cert.europa.eu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Thanks for the info, looking forward to it. Will S/MIME coexist with PGP, or is it an either/or? Cheers, Marco On 08/05/12 16:52, Kevin Falcone wrote: > On Tue, May 08, 2012 at 11:18:55AM +0200, Marco Thorbruegge wrote: >> >> is anyone out there successfully uses RT together with S/MIME? >> >> I'm aware of RT::Crypt::SMIME, is anybody using that, or found >> another solution? (we're using RT 4.0.5 and the current version >> of RTIR). > > There's a 4.2 branch for smime support (4.2/smime-v2) which we're > currently testing a 4.0 extension of. I'm hopeful the 4.0 version > will see a public release at some point before becoming a core > feature in 4.2 > > -kevin -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.11 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJPqTQxAAoJEPGO2jBYfzzOAekIAJEJRUDOYX5WxatxP5VBf+jU oqZg2OxQ1/7FT5u6HgXrJakZmOK8jtkXtGhHrNTq4IU5q8zllZSTotZegKwovsqG uOdCwAdda2DHuVGgmqpWuYm9fYPs3v7UTisyFgXicen6s0MhJ7nW/6K5DtRhL47a KEZVQbxMCtWVtPXJKsxVful9L0ru+fs3bnC4b19DMgX4McY+ULvWVIT1P1FEgTOH zT8XKFcx7Xn58+NIyi3PyCk8YgYxTK71LTeCDLZigfi8GN18WrNR3tKiquTJb8n+ FYgrVZo1PDthP00I61ptZ8bPfIb54a5P/N5V3MmzwMNpZvoCwXbhErkGSeGZdcc= =wL0k -----END PGP SIGNATURE----- From ruz at bestpractical.com Tue May 8 10:58:47 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 8 May 2012 18:58:47 +0400 Subject: [rt-users] RT and S/MIME In-Reply-To: <4FA8E4FF.4090408@cert.europa.eu> References: <4FA8E4FF.4090408@cert.europa.eu> Message-ID: On Tue, May 8, 2012 at 1:18 PM, Marco Thorbruegge wrote: > is anyone out there successfully uses RT together with S/MIME? > > I'm aware of RT::Crypt::SMIME, is anybody using that, or found another > solution? (we're using RT 4.0.5 and the current version of RTIR). RT::Crypt::SMIME is old and works with 3.6 and may be 3.8, but never was tested with 4.0.x. I know that customer we wrote it for uses it in production. There is another implementation in our repository that brings SMIME support close to level of GPG support. > > Thanks for any hint! -- Best regards, Ruslan. From ruz at bestpractical.com Tue May 8 11:05:26 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 8 May 2012 19:05:26 +0400 Subject: [rt-users] Include web service result in a page without using custom fields In-Reply-To: References: Message-ID: On Tue, May 8, 2012 at 10:13 AM, Mario wrote: > Ruslan Zakirov bestpractical.com> writes: > >> >> Two ways: >> >> 1) Javascript on Ticket's page gets the data and puts it all on the page. >> >> 2) RT server gets the data and puts it into RT's page(s). >> >> > Thanks for reply! > > I forgot a thing: do I have to modify RT source code? I am searching a solution > where I do not have to modify it. You don't modify code directly, but use callbacks that are designed for injections of custom things into UI. You can not do what you want without some code. Callbacks allow you to keep RT core code and your custom code isolated and avoid upgrade hazard. > Mario > -- Best regards, Ruslan. From juanjillo at gmail.com Tue May 8 11:21:45 2012 From: juanjillo at gmail.com (Juanjo) Date: Tue, 8 May 2012 17:21:45 +0200 Subject: [rt-users] Can not open ticket with attachment on 4.0.5 Message-ID: Hi people. I finished migrate my old RT to new 4.0.5. I see that i can?t open a ticket if this ticket have an attachment. But, i can attach a file to an existente ticket. Could you help me? Thanks. Kindest regards. -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue May 8 11:47:38 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 8 May 2012 19:47:38 +0400 Subject: [rt-users] RT and S/MIME In-Reply-To: <4FA93432.6010808@cert.europa.eu> References: <4FA8E4FF.4090408@cert.europa.eu> <20120508145232.GI8185@jibsheet.com> <4FA93432.6010808@cert.europa.eu> Message-ID: On Tue, May 8, 2012 at 6:56 PM, Marco Thorbruegge wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Thanks for the info, looking forward to it. > > Will S/MIME coexist with PGP, or is it an either/or? Currently either for inbound and pick one for outbound. No code to pick protocol for outgoing emails depending on what we have in keyrings. > Cheers, > Marco -- Best regards, Ruslan. From senior.unix at gmail.com Tue May 8 12:32:03 2012 From: senior.unix at gmail.com (senior.unix) Date: Tue, 8 May 2012 12:32:03 -0400 Subject: [rt-users] RT-4.0.5 : Can't do Simple Search on Articles In-Reply-To: <20120507214614.GG8185@jibsheet.com> References: <33763539.post@talk.nabble.com> <20120507214614.GG8185@jibsheet.com> Message-ID: Hi Kevin, When I login to RT 3.8.8 I find myself at the "RT at a glance". From here I click on 'RTFM' to the left and I have a Search area and a button that allows me to do a Simple Search on all my RTFM articles. Maybe on RT 4.0.5 it has changed but for the life of I cannot find it. Thanks, Scott On May 7, 2012, at 5:46 PM, Kevin Falcone wrote: > On Mon, May 07, 2012 at 09:35:34AM -0700, UnixMan wrote: >> >> In RT-3.8.8 we could do simple search on the RTFM articles, but, in RT-4.0.5 >> we cannot. > > It should still exist, you're going to need to tell us more about what > pages it appeared on in 3.8 that it doesn't appear on in 4.0 > >> Also I noticed the test RT-4.0.5 instance on Best Practical's website that >> RTFM is included in the "Home" Pulldown but ours is not. > > That's a dashboard, click on it, it'll take you to a list of tickets > about RTFM (You'll note the URL > http://issues.bestpractical.com/Dashboards/5715/RTFM) > > -kevin From ram0502 at gmail.com Tue May 8 14:40:57 2012 From: ram0502 at gmail.com (Ram) Date: Tue, 8 May 2012 11:40:57 -0700 Subject: [rt-users] Fwd: Queue-specific message box contents In-Reply-To: References: Message-ID: Anyone? thanks ---------- Forwarded message ---------- From: Ram Date: Mon, Apr 30, 2012 at 12:29 PM Subject: [rt-users] Queue-specific message box contents To: rt-users Hey folks, I found this delightful post suggesting a trivial solution to fill a need I have - pre-filling text areas for comment/reply messages on a queue by queue basis. After following the instructions the template was used to pre-populate the text area exactly as described however any changes made to that text were discarded when the comment was posted leaving me with the contents of the template as the contents of the comment. Any ideas? thanks ram On Wed, Feb 09, 2011 at 08:50:35AM -0500, Brian P. Bilbrey wrote: > My goal: I've got a change management queue. When I create a new ticket in the > web interface for this queue, I want the MessageBox (comment) field > pre-populated with text headers like these: [snip] > Does anyone have any guidance for me? We do exactly this, using a callback which I've attached to this message. You should install it in your local mason root as Callbacks/DefaultCreateContent/Ticket/Create.html/Default This is based on but rather simpler. Once you've installed the callback, any queues which has a template called DefaultCreateTemplate will have the content appear in the create ticket form. Hopefully you can get what you want either from this, or from other ideas on the wiki. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- %# %# During ticket create, if a per-queue template named "DefaultCreateTemplate" %# exists, the message box will be pre-filled with it. %# %# Dominic Hargreaves 2009, based on ideas from %# http://wiki.bestpractical.com/view/CannedReplies %# <%init> my $template_name = 'DefaultCreateTemplate'; my $template = RT::Template->new( $session{'CurrentUser'} ); $template->LoadByCol( "Name" => $template_name, "Queue" => $QueueObj->id ); if ( $template->id ) { ? ?$template->Parse; ? ?$$ARGSRef{'Content'} = $template->MIMEObj->stringify; } From ruz at bestpractical.com Tue May 8 16:22:26 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 9 May 2012 00:22:26 +0400 Subject: [rt-users] Can not open ticket with attachment on 4.0.5 In-Reply-To: References: Message-ID: On Tue, May 8, 2012 at 7:21 PM, Juanjo wrote: > I finished migrate my old RT to new 4.0.5. >From which version on what DB? -- Best regards, Ruslan. From davidtg at u.washington.edu Tue May 8 21:45:10 2012 From: davidtg at u.washington.edu (David T. Grayston) Date: Wed, 9 May 2012 01:45:10 +0000 Subject: [rt-users] --no-verify-ssl option Message-ID: <07A5F0ABA6ABCE488CF01BB872138FEB2B9C09@uwit-mbx07.exchange.washington.edu> Hi all, I'm trying to get rt-mailgate working with https which seems kind of difficult around verifying the certificate. I was hoping to use this option "--no-verify-ssl" to successfully test "--url https://myrt.server.edu/rt/" but I'm getting in my fetchmail log "Unknown option: no-verify-ssl". Running RT 4.0.4 on Ubuntu. Thanks, David ------------------------------------------------------------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue May 8 22:26:41 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 8 May 2012 22:26:41 -0400 Subject: [rt-users] --no-verify-ssl option In-Reply-To: <07A5F0ABA6ABCE488CF01BB872138FEB2B9C09@uwit-mbx07.exchange.washington.edu> References: <07A5F0ABA6ABCE488CF01BB872138FEB2B9C09@uwit-mbx07.exchange.washington.edu> Message-ID: <20120509022641.GJ8185@jibsheet.com> On Wed, May 09, 2012 at 01:45:10AM +0000, David T. Grayston wrote: > I'm trying to get rt-mailgate working with https which seems kind of difficult around > verifying the certificate. > > I was hoping to use this option "--no-verify-ssl" to successfully test "--url > https://myrt.server.edu/rt/" but I'm getting in my fetchmail log "Unknown option: > no-verify-ssl". > > Running RT 4.0.4 on Ubuntu. That option wasn't introduced until 4.0.5, which is why ./bin/rt-mailgate --help wouldn't list it on your 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 juanjillo at gmail.com Wed May 9 04:47:56 2012 From: juanjillo at gmail.com (Juanjo) Date: Wed, 9 May 2012 10:47:56 +0200 Subject: [rt-users] Can not open ticket with attachment on 4.0.5 In-Reply-To: References: Message-ID: 2012/5/9 Juanjo > I think i know what are the problem. > > Mysql are using all the ram memory, when this happend doesn?t accept > attachment (per email or per uploading to ticket). > > Other thing, On Chrome when i upload a attachment i get a 500 internal > server error. With IE or Firefox doesn?t occur. > > > 2012/5/9 Juanjo > >> Sorry :( >> >> From 3.6.5 to 4.0.5 on mysql. >> >> >> >> >> 2012/5/8 Ruslan Zakirov >> >>> On Tue, May 8, 2012 at 7:21 PM, Juanjo wrote: >>> > I finished migrate my old RT to new 4.0.5. >>> >>> From which version on what DB? >>> >>> -- >>> Best regards, Ruslan. >>> >> >> >> >> -- >> Un saludo. >> Juanjo Corral >> > > > > -- > Un saludo. > Juanjo Corral > -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From juanjillo at gmail.com Wed May 9 05:01:08 2012 From: juanjillo at gmail.com (Juanjo) Date: Wed, 9 May 2012 11:01:08 +0200 Subject: [rt-users] Can not open ticket with attachment on 4.0.5 In-Reply-To: References: Message-ID: The internal errors occur if i use other language than english. I thin that i open new cuestion about it. 2012/5/9 Juanjo > > > 2012/5/9 Juanjo > >> I think i know what are the problem. >> >> Mysql are using all the ram memory, when this happend doesn?t accept >> attachment (per email or per uploading to ticket). >> >> Other thing, On Chrome when i upload a attachment i get a 500 internal >> server error. With IE or Firefox doesn?t occur. >> >> >> 2012/5/9 Juanjo >> >>> Sorry :( >>> >>> From 3.6.5 to 4.0.5 on mysql. >>> >>> >>> >>> >>> 2012/5/8 Ruslan Zakirov >>> >>>> On Tue, May 8, 2012 at 7:21 PM, Juanjo wrote: >>>> > I finished migrate my old RT to new 4.0.5. >>>> >>>> From which version on what DB? >>>> >>>> -- >>>> Best regards, Ruslan. >>>> >>> >>> >>> >>> -- >>> Un saludo. >>> Juanjo Corral >>> >> >> >> >> -- >> Un saludo. >> Juanjo Corral >> > > > > -- > Un saludo. > Juanjo Corral > -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From juanjillo at gmail.com Wed May 9 05:55:58 2012 From: juanjillo at gmail.com (Juanjo) Date: Wed, 9 May 2012 11:55:58 +0200 Subject: [rt-users] Can not open ticket with attachment on 4.0.5 In-Reply-To: References: Message-ID: Yes. But i have some extra info. In the time i can?t open ticket with attachment, the mysql is at 90% (or more) of ram memory. I change my my.cnf to make mysql less ram hungry. But it donesn?t he problem, not works fine. I can?t upload if the file is up than 100kb. I get an 500 internal server error. If the file is 24k works fine for uopload, if is miore than 100k i cant upload it. 2012/5/9 Ruslan Zakirov > On Wed, May 9, 2012 at 10:52 AM, Juanjo wrote: > > Sorry :( > > > > From 3.6.5 to 4.0.5 on mysql. > > Have you followed UPGRADING.mysql instructions? > > > > > > > > > > > > 2012/5/8 Ruslan Zakirov > >> > >> On Tue, May 8, 2012 at 7:21 PM, Juanjo wrote: > >> > I finished migrate my old RT to new 4.0.5. > >> > >> From which version on what DB? > >> > >> -- > >> Best regards, Ruslan. > > > > > > > > > > -- > > Un saludo. > > Juanjo Corral > > > > -- > Best regards, Ruslan. > -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From juanjillo at gmail.com Wed May 9 06:52:40 2012 From: juanjillo at gmail.com (Juanjo) Date: Wed, 9 May 2012 12:52:40 +0200 Subject: [rt-users] Can not open ticket with attachment on 4.0.5 In-Reply-To: References: Message-ID: :( Sorry for my obstination and impatience. I checked the apache log. If you use fastcgi, the upload limit are around 100k. You need to edit the vitualhost definition for RT with this. # 20MB should be enough MaxRequestLen 20000000 It permit upload files at least 20MB. Sorry for the all the emails sent without making standart tests. Kindest Regards. 2012/5/9 Juanjo > Yes. > > But i have some extra info. > In the time i can?t open ticket with attachment, the mysql is at 90% (or > more) of ram memory. I change my my.cnf to make mysql less ram hungry. > > But it donesn?t he problem, not works fine. I can?t upload if the file is > up than 100kb. I get an 500 internal server error. If the file is 24k works > fine for uopload, if is miore than 100k i cant upload it. > > > > 2012/5/9 Ruslan Zakirov > >> On Wed, May 9, 2012 at 10:52 AM, Juanjo wrote: >> > Sorry :( >> > >> > From 3.6.5 to 4.0.5 on mysql. >> >> Have you followed UPGRADING.mysql instructions? >> >> >> > >> > >> > >> > >> > 2012/5/8 Ruslan Zakirov >> >> >> >> On Tue, May 8, 2012 at 7:21 PM, Juanjo wrote: >> >> > I finished migrate my old RT to new 4.0.5. >> >> >> >> From which version on what DB? >> >> >> >> -- >> >> Best regards, Ruslan. >> > >> > >> > >> > >> > -- >> > Un saludo. >> > Juanjo Corral >> >> >> >> -- >> Best regards, Ruslan. >> > > > > -- > Un saludo. > Juanjo Corral > -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From mgiammarco at gmail.com Wed May 9 07:00:02 2012 From: mgiammarco at gmail.com (Mario) Date: Wed, 9 May 2012 11:00:02 +0000 (UTC) Subject: [rt-users] Get realname or username from $requestor Message-ID: Hello, I am trying to use callbacks to customize Request Tracker. Specifically I would like to use the callback "aboutthisuser". I get $requestor as a parameter. I am a newbie so I do not know how to get realname or username from $requestor. Can you help me? Thanks in advance, Mario From juanjillo at gmail.com Wed May 9 07:23:40 2012 From: juanjillo at gmail.com (Juanjo) Date: Wed, 9 May 2012 13:23:40 +0200 Subject: [rt-users] StTicketPropertiesViaMail, valid for RT 4.0.5 Message-ID: Hi, again. I see this documentation: http://requesttracker.wikia.com/wiki/SetTicketPropertiesViaMail Are valid for RT 4.0.5? or are implemented in other way? Thanks Regards. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Raed.El-Hames at daisygroupplc.com Wed May 9 07:19:23 2012 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Wed, 9 May 2012 11:19:23 +0000 Subject: [rt-users] Get realname or username from $requestor In-Reply-To: References: Message-ID: <892593C9CA8E25458C440A63DDC6774D294C8F99@DG-HEXMBX02.daisy.group> Mario, Have a look at Ticket/Elements/ShowRequestor to help you. Basically get the Requestors list, these are members of a group that define the requestors of the ticket: my $people = $Ticket->Requestors->UserMembersObj; then go through the members to display the properties you want: while ( my $requestor = $people->Next ) { my $name = $requestor->Name; my $realname = $requestor->RealName; } This is not tested, so I may have missed something, but pretty certain its along these lines. Roy > Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. 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NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Mario > Sent: 09 May 2012 12:00 > To: rt-users at lists.fsck.com > Subject: [rt-users] Get realname or username from $requestor > > Hello, > I am trying to use callbacks to customize Request Tracker. > > Specifically I would like to use the callback "aboutthisuser". > I get $requestor as a parameter. > I am a newbie so I do not know how to get realname or username from > $requestor. > > Can you help me? > > Thanks in advance, > Mario > From ruz at bestpractical.com Wed May 9 07:48:02 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 9 May 2012 15:48:02 +0400 Subject: [rt-users] Can not open ticket with attachment on 4.0.5 In-Reply-To: References: Message-ID: On Wed, May 9, 2012 at 2:52 PM, Juanjo wrote: > :( Sorry for my obstination and impatience. > > I checked the apache log. If you use fastcgi, the upload limit are around > 100k. You need to edit the vitualhost definition for RT with this. > > > ??????? > ?????????? # 20MB should be enough > ?????????? MaxRequestLen 20000000 > ??????? > > It permit upload files at least 20MB. > > Sorry for the all the emails sent without making standart tests. > Kindest Regards. mysql also has max_packet_size (spelling may be wrong). > > > > 2012/5/9 Juanjo >> >> Yes. >> >> But i have some extra info. >> In the time i can?t open ticket with attachment, the mysql is at 90% (or >> more) of ram memory. I change my my.cnf to make mysql less ram hungry. >> >> But it donesn?t he problem, not works fine. I can?t upload if the file is >> up than 100kb. I get an 500 internal server error. If the file is 24k works >> fine for uopload, if is miore than 100k i cant upload it. >> >> >> >> 2012/5/9 Ruslan Zakirov >>> >>> On Wed, May 9, 2012 at 10:52 AM, Juanjo wrote: >>> > Sorry :( >>> > >>> > From 3.6.5 to 4.0.5 on mysql. >>> >>> Have you followed UPGRADING.mysql instructions? >>> >>> >>> > >>> > >>> > >>> > >>> > 2012/5/8 Ruslan Zakirov >>> >> >>> >> On Tue, May 8, 2012 at 7:21 PM, Juanjo wrote: >>> >> > I finished migrate my old RT to new 4.0.5. >>> >> >>> >> From which version on what DB? >>> >> >>> >> -- >>> >> Best regards, Ruslan. >>> > >>> > >>> > >>> > >>> > -- >>> > Un saludo. >>> > Juanjo Corral >>> >>> >>> >>> -- >>> Best regards, Ruslan. >> >> >> >> >> -- >> Un saludo. >> Juanjo Corral > > > > > -- > Un saludo. > Juanjo Corral -- Best regards, Ruslan. From juanjillo at gmail.com Wed May 9 07:50:00 2012 From: juanjillo at gmail.com (Juanjo) Date: Wed, 9 May 2012 13:50:00 +0200 Subject: [rt-users] Can not open ticket with attachment on 4.0.5 In-Reply-To: References: Message-ID: Yes, this parameter is OK (at 15MB, per default). But the fastcgi parameter by default is only 100k. 2012/5/9 Ruslan Zakirov > mysql also has max_packet_size (spelling may be wrong). > > > -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed May 9 08:27:54 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 9 May 2012 16:27:54 +0400 Subject: [rt-users] StTicketPropertiesViaMail, valid for RT 4.0.5 In-Reply-To: References: Message-ID: On Wed, May 9, 2012 at 3:23 PM, Juanjo wrote: > Hi, again. > > I see this documentation: > http://requesttracker.wikia.com/wiki/SetTicketPropertiesViaMail > > Are valid for RT 4.0.5? or are implemented in other way? Looks still valid. Don't skip command by email thing mentioned. Many things that are based on Scrips will work with newer versions. > Thanks > Regards. -- Best regards, Ruslan. From keith.d.schincke at nasa.gov Wed May 9 09:42:59 2012 From: keith.d.schincke at nasa.gov (Schincke, Keith D. (JSC-IT)[DB Consulting Group, Inc.]) Date: Wed, 9 May 2012 08:42:59 -0500 Subject: [rt-users] RT3 - login history recorded? In-Reply-To: <1335999012.72313.YahooMailNeo@web160201.mail.bf1.yahoo.com> References: <1335999012.72313.YahooMailNeo@web160201.mail.bf1.yahoo.com> Message-ID: <7015120421BE8B46B9FD39DEA1585AB31328FDB618@NDJSSCC04.ndc.nasa.gov> Couldn't this be accomplished by increasing your log level from 'error' to 'info'? I think this would login (and a lot of other activity) to your RT logging destination. 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" From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Joseph Spenner Sent: Wednesday, May 02, 2012 5:50 PM To: RT- Users at lists.bestpractical.com Subject: [rt-users] RT3 - login history recorded? I'm using RT 3.8.8 and am curious whether RT records login history of users logging into the web interface. ? Thanks! If life gives you lemons, keep them-- because hey.. free lemons. -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.sjodin at gmail.com Wed May 9 11:13:24 2012 From: scott.sjodin at gmail.com (Scott Sjodin) Date: Wed, 9 May 2012 19:13:24 +0400 Subject: [rt-users] msmtp with RT 4.0.5 setup issues Message-ID: Hi all, Thanks to this community, I almost have RT fully up and operational. The last step is getting msmtp to work. I'm not sure what's wrong and in troubleshooting haven't gotten very far. As a guideline, I followed this wiki page for instructions: http://requesttracker.wikia.com/wiki/Msmtp. I'm using the default msmtprc file to simplify things. Msmtp is running, however, when I attempt to send mail thru a test (msmtp -a default @domain.com) I get the following errors both in the CLI and the log: msmtp: TLS handshake failed: the operation timed out msmtp: could not send mail (account default from /etc/msmtprc) For reference, my msmtprc file looks like this: defaults logfile /var/log/msmtp.log account default host smtp.mydomain.com port 587 tls on tls_certcheck off tls_starttls off auth on user username at domain.com password suparsekratpw from username at domain.com password suparsekratpw auto_from on Anybody have any tips or pointers? It would be greatly appreciated. Thanks in advance. Scott -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed May 9 11:13:42 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 9 May 2012 11:13:42 -0400 Subject: [rt-users] Can not open ticket with attachment on 4.0.5 In-Reply-To: References: Message-ID: <20120509151342.GK8185@jibsheet.com> On Wed, May 09, 2012 at 01:50:00PM +0200, Juanjo wrote: > Yes, this parameter is OK (at 15MB, per default). But the fastcgi parameter by default is only > 100k. Yep, this is why I added https://github.com/bestpractical/rt/commit/89c6750d4c87cfd65c5eaaec25928bb91ccfcb43 which will be in the docs for the next RT release. -kevin > 2012/5/9 Ruslan Zakirov <[1]ruz at bestpractical.com> > > mysql also has max_packet_size (spelling may be wrong). > -------------- 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 May 9 11:17:49 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 9 May 2012 11:17:49 -0400 Subject: [rt-users] msmtp with RT 4.0.5 setup issues In-Reply-To: References: Message-ID: <20120509151749.GL8185@jibsheet.com> On Wed, May 09, 2012 at 07:13:24PM +0400, Scott Sjodin wrote: > Msmtp is running, however, when I attempt to send mail thru a test (msmtp > -a default @domain.com) I get the following errors both in the > CLI and the log: > > msmtp: TLS handshake failed: the operation timed out > msmtp: could not send mail (account default from /etc/msmtprc) If msmtp has a verbose mode, use it. Otherwise, your best bet is going to be the logs of the server you're trying to relay through. You can also use openssl's s_client command to try connecting to the relay server to check the tls connection. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From scott.sjodin at gmail.com Wed May 9 11:36:48 2012 From: scott.sjodin at gmail.com (Scott Sjodin) Date: Wed, 9 May 2012 19:36:48 +0400 Subject: [rt-users] msmtp with RT 4.0.5 setup issues In-Reply-To: <20120509151749.GL8185@jibsheet.com> References: <20120509151749.GL8185@jibsheet.com> Message-ID: Kevin, I'm using an external mail server that's hosted, so I can't exactly check those logs. I will check out the verbose logging and the client you suggested and report back. Thank You. On Wed, May 9, 2012 at 7:17 PM, Kevin Falcone wrote: > On Wed, May 09, 2012 at 07:13:24PM +0400, Scott Sjodin wrote: > > Msmtp is running, however, when I attempt to send mail thru a test (msmtp > > -a default @domain.com) I get the following errors both in the > > CLI and the log: > > > > msmtp: TLS handshake failed: the operation timed out > > msmtp: could not send mail (account default from /etc/msmtprc) > > If msmtp has a verbose mode, use it. Otherwise, your best bet is > going to be the logs of the server you're trying to relay through. > > You can also use openssl's s_client command to try connecting to the > relay server to check the tls connection. > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From eobrien at BioReference.com Wed May 9 12:16:28 2012 From: eobrien at BioReference.com (Eric O'Brien) Date: Wed, 9 May 2012 16:16:28 +0000 Subject: [rt-users] Reminders CSS Message-ID: <64C30610B6983F42BCA1E258CF5A863060BF9C51@MBX-1.biosvr1.bioreference.com> I have been trying to update the CSS for the overdue class so that any reminder that is overdue will show with a different background but unfortunately I have not been successful so far. Has anyone ever done this before or at least point me in the right direction? Thanks. -- Eric O'Brien System Administrator BioReference Laboratories, Inc. Phone: 201-791-2600 x 8310 Cell: 551-486-8925 Email: eobrien at bioreference.com The information transmitted in this email and any of its attachments is intended only for the person or entity to which it is addressed and may contain BioReference Laboratories proprietary information, which is privileged, confidential, or subject to copyright belonging to BioReference Laboratories. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited and may be unlawful. If you received this in error, please contact the sender immediately and delete and destroy the communication and all of the attachments you have received and all copies thereof. From dstrobel at flexstar.com Wed May 9 15:00:37 2012 From: dstrobel at flexstar.com (Zoedog) Date: Wed, 9 May 2012 12:00:37 -0700 (PDT) Subject: [rt-users] Setting us users for read only access Message-ID: <33763651.post@talk.nabble.com> I have a requirement to set up a select few users for read only access, what is the best way to do that. -- View this message in context: http://old.nabble.com/Setting-us-users-for-read-only-access-tp33763651p33763651.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From davidtg at u.washington.edu Wed May 9 15:56:17 2012 From: davidtg at u.washington.edu (David T. Grayston) Date: Wed, 9 May 2012 19:56:17 +0000 Subject: [rt-users] --no-verify-ssl option In-Reply-To: <20120509022641.GJ8185@jibsheet.com> References: <07A5F0ABA6ABCE488CF01BB872138FEB2B9C09@uwit-mbx07.exchange.washington.edu> <20120509022641.GJ8185@jibsheet.com> Message-ID: <07A5F0ABA6ABCE488CF01BB872138FEB2B9FEB@uwit-mbx07.exchange.washington.edu> I guess that was obvious - thanks. I went ahead and uploaded just the 4.0.5 rt-mailgate and it seems to work fine with the no-verify-ssl option in my installation. I think I've got the need prerequisites installed and tried the ca-file option but still couldn't get the ssl to verify so just giving up on it for now. David ------------------------------------------------------------------ David T. Grayston?????Systems & Database Administrator University of Washington?? School of Public Health > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: Tuesday, May 08, 2012 7:27 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] --no-verify-ssl option > > On Wed, May 09, 2012 at 01:45:10AM +0000, David T. Grayston wrote: > > I'm trying to get rt-mailgate working with https which seems kind of > difficult around > > verifying the certificate. > > > > I was hoping to use this option "--no-verify-ssl" to successfully test "--url > > https://myrt.server.edu/rt/" but I'm getting in my fetchmail log > "Unknown option: > > no-verify-ssl". > > > > Running RT 4.0.4 on Ubuntu. > > That option wasn't introduced until 4.0.5, which is why ./bin/rt-mailgate -- > help wouldn't list it on your install. > > -kevin From info at voipnebraska.com Wed May 9 16:46:43 2012 From: info at voipnebraska.com (Dave Burgess) Date: Wed, 09 May 2012 15:46:43 -0500 Subject: [rt-users] msmtp with RT 4.0.5 setup issues In-Reply-To: References: <20120509151749.GL8185@jibsheet.com> Message-ID: <4FAAD7B3.1030804@voipnebraska.com> I ran into a similar problem with my hosted e-mail provider, and there are a couple of things that helped me: 1) The smtp host name (the one returned by "telnet server 25") was the only one that would work for my authentication step. 2) Some providers use alternate ports for anything by "vanilla" e-mail forwarding. You might also want to check with your SMTP provider - they may not let you do this at all..... Dave On 5/9/2012 10:36 AM, Scott Sjodin wrote: > Kevin, > > I'm using an external mail server that's hosted, so I can't exactly > check those logs. I will check out the verbose logging and the client > you suggested and report back. Thank You. > > On Wed, May 9, 2012 at 7:17 PM, Kevin Falcone > > wrote: > > On Wed, May 09, 2012 at 07:13:24PM +0400, Scott Sjodin wrote: > > Msmtp is running, however, when I attempt to send mail thru a > test (msmtp > > -a default @domain.com ) I get the > following errors both in the > > CLI and the log: > > > > msmtp: TLS handshake failed: the operation timed out > > msmtp: could not send mail (account default from /etc/msmtprc) > > If msmtp has a verbose mode, use it. Otherwise, your best bet is > going to be the logs of the server you're trying to relay through. > > You can also use openssl's s_client command to try connecting to the > relay server to check the tls connection. > > -kevin > > -- Dave Burgess Manager Cynjut Consulting Services, LLC 402-403-4434 (Phone, FAX, and Cell) -- Dave Burgess - Manager VOIP Nebraska 402-403-4434 (Phone, FAX, and Cell) /A subsidiary of Cynjut Consulting Svcs, LLC/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From jenni.wilson at strategicdata.com.au Wed May 9 20:51:18 2012 From: jenni.wilson at strategicdata.com.au (Jenni Wilson) Date: Thu, 10 May 2012 10:51:18 +1000 Subject: [rt-users] 403 Forbidden message when adding local customisations Message-ID: We are upgrading RT from 3.8.7 to 4.0.5. We have some mason customisations under /usr/local/share/request-trackerx/html/Ticket/Elements. These work fine under 3.8.7 but under 4.0.5 we are receiving a 403 Forbidden message and a blank screen. The functionality of the customizations is such that a separate form containing custom fields are added to a ticket. When this form is submitted a new ticket should be created in a different queue, however the 403 and blank screen is being returned instead. The same mason file - /usr/local/share/request-tracker4/html/Ticket/Elements/ManageInventoryItems - is used to add the custom fields and is then posted back to itself as http://rt-url/Ticket/Elements/ManageInventoryItems RT is obviously able to find the file and access it in order to add the customised form but when it tries to post back to itself the error is occurring. We have tried adding the following directive to the /etc/request-tracker4/libapache2-mod-perl2 config: Order Allow,Deny Allow from all This makes the entire libapache2-mod-perl2 config: ----------------- PerlSetEnv RT_SITE_CONFIG /etc/request-tracker4/RT_SiteConfig.pm Alias / /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 use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server"); --------------------- We have Set($LogToFile, 'debug') in RT_SiteConfig.pm but are seeing nothing in the RT error logs. We have 'LogLevel debug' in apache2.conf and the only error we are seeing in the apache error log is the 403. All file and directory permissions appear to be the same as the 3.8.7 installation. There are no .htaccess files. We have also played around with the file's owners and groups with no success. We have also tried playing around with user and group access from within the RT user interface. Have there been changes made in version 4 that would cause this to fail? Is there a way of getting more error messages out of Apache or RT? Any other suggestions? Thank-you, Jenni. From falcone at bestpractical.com Wed May 9 21:48:10 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 9 May 2012 21:48:10 -0400 Subject: [rt-users] 403 Forbidden message when adding local customisations In-Reply-To: References: Message-ID: <20120510014810.GM8185@jibsheet.com> On Thu, May 10, 2012 at 10:51:18AM +1000, Jenni Wilson wrote: > We are upgrading RT from 3.8.7 to 4.0.5. > > We have some mason customisations under /usr/local/share/request- > trackerx/html/Ticket/Elements. These work fine under 3.8.7 but under > 4.0.5 we are receiving a 403 Forbidden message and a blank screen. > > The functionality of the customizations is such that a separate form > containing custom fields are added to a ticket. When this form is > submitted a new ticket should be created in a different queue, however > the 403 and blank screen is being returned instead. The same mason > file - /usr/local/share/request- > tracker4/html/Ticket/Elements/ManageInventoryItems - is used to add > the custom fields and is then posted back to itself as http://rt- > url/Ticket/Elements/ManageInventoryItems RT does not allow direct access to Elements, _elements, Widgets and a few other files. This is a security issue since there are files in Elements/ that do not expect to be accessed directly. It's simpler for RT to just deny direct access to these files. If you'd applied the security patches from last year to your 3.8.7 http://lists.bestpractical.com/pipermail/rt-announce/2011-April/000187.html you would have run into the same failure. Move your custom form to something other than Elements, such as Tickets/CustomForms/ and you'll be fine. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From rosewood at gmx.de Thu May 10 00:08:00 2012 From: rosewood at gmx.de (rosewood at gmx.de) Date: Wed, 9 May 2012 23:08:00 -0500 Subject: [rt-users] Inline screenshots Message-ID: <002901cd2e62$7ed45610$7c7d0230$@gmx.de> On the RT Demo site you can paste screenshots into the ticket, like this: http://dl.dropbox.com/u/7981096/rtticket.png But when you submit the ticket the inline screenshot goes away. If you click the download link you get the raw html showing Message-ID: Oops -- missed attaching the patch. This is my first real contribution in perl. Code feedback is welcome! :) Thanks, Jok -- | Joachim Thuau | IT Systems Engineer - Linux / SpaceX | | Cell: 310-890-7937 | Office: 310-363-6153 | -------------- next part -------------- A non-text attachment was scrubbed... Name: ldap-import-privileged-filter.diff Type: application/octet-stream Size: 2698 bytes Desc: ldap-import-privileged-filter.diff URL: From davidtg at u.washington.edu Thu May 10 18:15:03 2012 From: davidtg at u.washington.edu (David T. Grayston) Date: Thu, 10 May 2012 22:15:03 +0000 Subject: [rt-users] RT update from ubuntu distro Message-ID: <07A5F0ABA6ABCE488CF01BB872138FEB2BA4C9@uwit-mbx07.exchange.washington.edu> Hi all, I've attempted to update RT from v4.0.4 to v.4.0.5 - the catch is the 4.0.4 is from Ubuntu distro (apt-get install request-tracker4). I think I've only got one issue at this point and that is the distro puts RT_SiteConfig.pm under "/etc/request-tracker4" not "${RTHOME}/etc/". I couldn't find a configuration setting for ./configure or one in config.layout that could be set for this location. Perhaps minor issue since I can just move RT_SiteConfig.pm to the default folder but it may confuse me down the road. Thanks, David ------------------------------------------------------------------ David T. Grayston Systems & Database Administrator University of Washington School of Public Health -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Thu May 10 19:24:44 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Thu, 10 May 2012 16:24:44 -0700 Subject: [rt-users] Setting us users for read only access In-Reply-To: <33763651.post@talk.nabble.com> References: <33763651.post@talk.nabble.com> Message-ID: Zoedog, Depending on how many Global rights you have granted, just don't give them the "ModifyTicket" right and don't let them modify comments, reply to tickets or modify any custom fields. Kenn On Wed, May 9, 2012 at 12:00 PM, Zoedog wrote: > > I have a requirement to set up a select few users for read only access, > what > is the best way to do that. > -- > View this message in context: > http://old.nabble.com/Setting-us-users-for-read-only-access-tp33763651p33763651.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From robert.wysocki at contium.pl Fri May 11 03:03:13 2012 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Fri, 11 May 2012 09:03:13 +0200 Subject: [rt-users] View custom fileds right Message-ID: <1336719793.1842.64.camel@rmwysocki> Hi there, We're now struggling with a dillema, how can we configure a queue so that unprivileged user cannot see some of the custom fields and can see other. In our experience giving the user a ViewQueue right also give's him the right to see all the customfields and the buisiness demand is that the user can see only few of them. Any way to do this? Regards, -- Robert Wysocki administrator system?w linuksowych CONTIUM S.A., http://www.contium.pl From juanjillo at gmail.com Fri May 11 03:09:55 2012 From: juanjillo at gmail.com (Juanjo) Date: Fri, 11 May 2012 09:09:55 +0200 Subject: [rt-users] 4.0.5, when reject do not "reply to requestors" Message-ID: HI, When i use the "reject" funcition on a ticket, per default the "Update type" is set to "Reply to requestors". But i need/want that the "Update type" change to "Comments (Not sent to requestors)" I see in the "System Configuration" menu, thath exists a config called "LifeCycles" with this text 'new -> rejected', { 'label' => 'Reject', 'update' => 'Respond' To do the the change that i need, is this place the correct way to do it? If not. How i can do it? Thanks. Kidest Regards. -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From dominic.hargreaves at oucs.ox.ac.uk Fri May 11 03:53:44 2012 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Fri, 11 May 2012 08:53:44 +0100 Subject: [rt-users] RT update from ubuntu distro In-Reply-To: <07A5F0ABA6ABCE488CF01BB872138FEB2BA4C9@uwit-mbx07.exchange.washington.edu> References: <07A5F0ABA6ABCE488CF01BB872138FEB2BA4C9@uwit-mbx07.exchange.washington.edu> Message-ID: <20120511075343.GA3025@gunboat-diplomat.oucs.ox.ac.uk> On Thu, May 10, 2012 at 10:15:03PM +0000, David T. Grayston wrote: > I've attempted to update RT from v4.0.4 to v.4.0.5 - the catch is the 4.0.4 is from Ubuntu distro (apt-get install request-tracker4). > > I think I've only got one issue at this point and that is the distro puts RT_SiteConfig.pm under "/etc/request-tracker4" not "${RTHOME}/etc/". I couldn't find a configuration setting for ./configure or one in config.layout that could be set for this location. The Debian patches include a custom config.layout for this, not included upstream since it doesn't make sense to overwrite the Debian package files with local installations. I strongly recommend that you either stick with the Debian packages (and you can look at installing 4.0.5 from quantal, the current Ubuntu development release, if you particularly need it) or switch to a "vanilla" installation in /opt/rt or wherever makes most sense, not colliding with the packaged version. > Perhaps minor issue since I can just move RT_SiteConfig.pm to the default folder but it may confuse me down the road. If you've done a local install over the top of the Debian package you are almost guaranteed confusion later (such as when an update is released to 12.04. or when you upgrade to a newer Ubuntu release). -- 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 ruz at bestpractical.com Fri May 11 06:17:55 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 11 May 2012 14:17:55 +0400 Subject: [rt-users] 4.0.5, when reject do not "reply to requestors" In-Reply-To: References: Message-ID: On Fri, May 11, 2012 at 11:09 AM, Juanjo wrote: > HI, > > When i use the "reject" funcition on a ticket, per default the "Update type" > is set to "Reply to requestors". > But i need/want that the "Update type" change to "Comments (Not sent to > requestors)" > I see in the "System Configuration" menu, thath exists a config called > "LifeCycles" with this text > > 'new -> rejected', > { > 'label' => 'Reject', > 'update' => 'Respond' > > To do the the change that i need, is this place the correct way to do it? > If not. How i can? do it? That page shows you the current merged config and other bits. To do the change you copy part of RT_Config.pm into RT_SiteConfig.pm and adjust it. Don't copy whole file! > > Thanks. > Kidest Regards. > > > -- > Un saludo. > Juanjo Corral -- Best regards, Ruslan. From ruz at bestpractical.com Fri May 11 06:22:19 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 11 May 2012 14:22:19 +0400 Subject: [rt-users] View custom fileds right In-Reply-To: <1336719793.1842.64.camel@rmwysocki> References: <1336719793.1842.64.camel@rmwysocki> Message-ID: On Fri, May 11, 2012 at 11:03 AM, Robert Wysocki wrote: > Hi there, > > We're now struggling with a dillema, how can we configure a queue so > that unprivileged user cannot see some of the custom fields and can see > other. > > In our experience giving the user a ViewQueue right also give's him the > right to see all the customfields and the buisiness demand is that the > user can see only few of them. This is not true. > Any way to do this? Grant SeeCustomField right to Privileged group on global level. Don't grant this right to unprivileged users on system level or queue level. Instead grant the right for each custom field, find custom field in the admin ui, goto "group rights" tab and grant the right to unprivileged group. Granting SeeCustomField and ModifyCustomFields rights for each custom field separately is the only way to get precise control. > Regards, > -- > Robert Wysocki > administrator system?w linuksowych > CONTIUM S.A., http://www.contium.pl > > -- Best regards, Ruslan. From juanjillo at gmail.com Fri May 11 06:33:04 2012 From: juanjillo at gmail.com (Juanjo) Date: Fri, 11 May 2012 12:33:04 +0200 Subject: [rt-users] Fwd: 4.0.5, when reject do not "reply to requestors" In-Reply-To: References: Message-ID: ---------- Forwarded message ---------- From: Juanjo Date: 2012/5/11 Subject: Re: [rt-users] 4.0.5, when reject do not "reply to requestors" To: Ruslan Zakirov Ok, thanks. I chaged this in RT_SiteConfig.pm: (from Respond to Comment), restart the httpd service and works. Set(%Lifecycles, ..... 'new -> rejected' => { label => 'Reject', # loc update => 'Comment', }, ...... 'open -> rejected' => { label => 'Reject', # loc update => 'Comment', }, ....... approvals => { ....... 'new -> rejected' => { label => 'Reject', # loc update => 'Comment', }, ...... 'open -> rejected' => { label => 'Reject', # loc update => 'Comment', }, Thanks. 2012/5/11 Ruslan Zakirov > On Fri, May 11, 2012 at 11:09 AM, Juanjo wrote: > > HI, > > > > When i use the "reject" funcition on a ticket, per default the "Update > type" > > is set to "Reply to requestors". > > But i need/want that the "Update type" change to "Comments (Not sent to > > requestors)" > > I see in the "System Configuration" menu, thath exists a config called > > "LifeCycles" with this text > > > > 'new -> rejected', > > { > > 'label' => 'Reject', > > 'update' => 'Respond' > > > > To do the the change that i need, is this place the correct way to do it? > > If not. How i can do it? > > That page shows you the current merged config and other bits. To do > the change you copy part of RT_Config.pm into RT_SiteConfig.pm and > adjust it. Don't copy whole file! > > > > > > > Thanks. > > Kidest Regards. > > > > > > -- > > Un saludo. > > Juanjo Corral > > > > -- > Best regards, Ruslan. > -- Un saludo. Juanjo Corral -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From hiro24 at gmail.com Fri May 11 09:35:10 2012 From: hiro24 at gmail.com (Chris Hall) Date: Fri, 11 May 2012 09:35:10 -0400 Subject: [rt-users] Auto expiring tickets, is it possible? Message-ID: Hello, We have a new customer that requested if they call in for their ticket to be left open until close of business. I know we could just have our techs who use RT close the ticket at the end of the day, but with all the other stuff they are dealing with, they asked if there was a more automated way of doing that. So, is there a way to set a time limit on a ticket, so that it will like... auto change to resolved state at a given time.. like 5pm or something? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri May 11 09:41:03 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 11 May 2012 17:41:03 +0400 Subject: [rt-users] Auto expiring tickets, is it possible? In-Reply-To: References: Message-ID: On Fri, May 11, 2012 at 5:35 PM, Chris Hall wrote: > Hello, > > We have a new customer that requested if they call in for their ticket to be > left open until close of business. ?I know we could just have our techs who > use RT close the ticket at the end of the day, but with all the other stuff > they are dealing with, they asked if there was a more automated way of doing > that. > > So, is there a way to set a time limit on a ticket, so that it will like... > auto change to resolved state at a given time.. like 5pm or something? You can do this with rt-crontool. If you can construct a search query that selects tickets that should be resolved then it's doable without any additional code. Recent RT versions have SetStatus action that take status in argument. RT::Search::FromSQL. There are plenty of examples on wiki. Documentation of the script is good. -- Best regards, Ruslan. From ststefanov at gmail.com Fri May 11 10:22:12 2012 From: ststefanov at gmail.com (Stefan Stefanov) Date: Fri, 11 May 2012 17:22:12 +0300 Subject: [rt-users] 10 newest unowned tickets Message-ID: Hello My RT is 4.0.5 The problem is that all users see in their home page (RT at glance) all incoming tickets in "10 newest unowned tickets" even for queues they have no access! I found in the net that I have to set in RT_SiteConfig.pm following: Set( $UseSQLForACLChecks, 1 ); I made it and now user see again all tickets but for queues it have access it see queue name, for other - no. But tickets for not enabled queues are still visible! How to fix this? Best regards Stefan From ststefanov at gmail.com Fri May 11 10:53:20 2012 From: ststefanov at gmail.com (Stefan Stefanov) Date: Fri, 11 May 2012 17:53:20 +0300 Subject: [rt-users] 10 newest unowned tickets In-Reply-To: <4ACB6FBB6E06074DA18D653BD3155A663876A9@COMM1.p2sol.com> References: <4ACB6FBB6E06074DA18D653BD3155A663876A9@COMM1.p2sol.com> Message-ID: Thank you very much, Aaron! "view ticket summaries" was wrong set field. Now all is fine! On Fri, May 11, 2012 at 5:39 PM, Sampson, Aaron wrote: > Stefan, > > This sounds like a permission issue in your user or global user rights. I would go back and check under General rights and look at the "view system dashboards", "view ticket summaries" and see if that changes the users view. ?I do not have these checked and the test user that I have set up does not see any tickets in a queue that they do not have permission for. > > Hope that helps > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Stefan Stefanov > Sent: Friday, May 11, 2012 9:22 AM > To: RT-Users at lists.bestpractical.com > Subject: [rt-users] 10 newest unowned tickets > > Hello > > My RT is 4.0.5 > The problem is that all users see in their home page (RT at glance) all incoming tickets in "10 newest unowned tickets" even for queues they have no access! > > I found in the net that I have to set in RT_SiteConfig.pm following: > Set( $UseSQLForACLChecks, 1 ); > > I made it and now user see again all tickets but for queues it have access it see queue name, for other - no. > But tickets for not enabled queues are still visible! > > How to fix this? > > Best regards > > Stefan -- Stefan Stefanov From jonathan.khattir at mobiquithings.net Fri May 11 11:21:10 2012 From: jonathan.khattir at mobiquithings.net (Jonathan Khattir) Date: Fri, 11 May 2012 17:21:10 +0200 Subject: [rt-users] Check Custom field beforeCreate In-Reply-To: References: Message-ID: Hi, I would like check if there are a custom field value in a custom field before create the ticket. I think that use the beforecreate callbacks but i don't know how getting custom field value. Thx -------------- next part -------------- An HTML attachment was scrubbed... URL: From jonathan.khattir at mobiquithings.net Fri May 11 11:27:23 2012 From: jonathan.khattir at mobiquithings.net (Jonathan Khattir) Date: Fri, 11 May 2012 17:27:23 +0200 Subject: [rt-users] Check custom field value before create. Message-ID: Hi, I would like check if there are a custom field value in a custom field before create the ticket. I think that use the beforecreate callbacks but i don't know how getting custom field value. Thx I'm French -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Fri May 11 11:41:07 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Fri, 11 May 2012 08:41:07 -0700 Subject: [rt-users] Check custom field value before create. In-Reply-To: References: Message-ID: Jonathan, If you're talking about creating a ticket via WebUI, then make the CF mandatory. If you're talking about creating via email, you'll need a scrip. Kenn On Fri, May 11, 2012 at 8:27 AM, Jonathan Khattir < jonathan.khattir at mobiquithings.net> wrote: > > Hi, I would like check if there are a custom field value in a custom field > before create the ticket. I think that use the beforecreate callbacks but i > don't know how getting custom field value. Thx > I'm French > -------------- next part -------------- An HTML attachment was scrubbed... URL: From davidtg at u.washington.edu Fri May 11 13:21:21 2012 From: davidtg at u.washington.edu (David T. Grayston) Date: Fri, 11 May 2012 17:21:21 +0000 Subject: [rt-users] RT update from ubuntu distro In-Reply-To: <20120511075343.GA3025@gunboat-diplomat.oucs.ox.ac.uk> References: <07A5F0ABA6ABCE488CF01BB872138FEB2BA4C9@uwit-mbx07.exchange.washington.edu> <20120511075343.GA3025@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <07A5F0ABA6ABCE488CF01BB872138FEB2BA812@uwit-mbx07.exchange.washington.edu> Thanks for the reply - I did download 4 files from the quantal dev release, request-tracker4_4.0.5-2.dsc request-tracker4_4.0.5-2.debian.tar.gz request-tracker4_4.0.5-2.orig-thrid-party-source.tar.gz request-tracker4_4.0.5-2.orig.tar.gz I opened these up and poked around but I not quite knowledgeable enough to know how to install from these. Which as you say would be better than what I've tried. David ------------------------------------------------------------------ David T. Grayston?????Systems & Database Administrator University of Washington?? School of Public Health > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Dominic Hargreaves > Sent: Friday, May 11, 2012 12:54 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT update from ubuntu distro > > On Thu, May 10, 2012 at 10:15:03PM +0000, David T. Grayston wrote: > > I've attempted to update RT from v4.0.4 to v.4.0.5 - the catch is the 4.0.4 is > from Ubuntu distro (apt-get install request-tracker4). > > > > I think I've only got one issue at this point and that is the distro puts > RT_SiteConfig.pm under "/etc/request-tracker4" not "${RTHOME}/etc/". I > couldn't find a configuration setting for ./configure or one in config.layout > that could be set for this location. > > The Debian patches include a custom config.layout for this, not included > upstream since it doesn't make sense to overwrite the Debian package files > with local installations. I strongly recommend that you either stick with the > Debian packages (and you can look at installing > 4.0.5 from quantal, the current Ubuntu development release, if you > particularly need it) or switch to a "vanilla" installation in /opt/rt or wherever > makes most sense, not colliding with the packaged version. > > > Perhaps minor issue since I can just move RT_SiteConfig.pm to the default > folder but it may confuse me down the road. > > If you've done a local install over the top of the Debian package you are > almost guaranteed confusion later (such as when an update is released to > 12.04. or when you upgrade to a newer Ubuntu release). > > -- > Dominic Hargreaves, Systems Development and Support Team Computing > Services, University of Oxford From dominic.hargreaves at oucs.ox.ac.uk Fri May 11 13:25:50 2012 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Fri, 11 May 2012 18:25:50 +0100 Subject: [rt-users] RT update from ubuntu distro In-Reply-To: <07A5F0ABA6ABCE488CF01BB872138FEB2BA812@uwit-mbx07.exchange.washington.edu> References: <07A5F0ABA6ABCE488CF01BB872138FEB2BA4C9@uwit-mbx07.exchange.washington.edu> <20120511075343.GA3025@gunboat-diplomat.oucs.ox.ac.uk> <07A5F0ABA6ABCE488CF01BB872138FEB2BA812@uwit-mbx07.exchange.washington.edu> Message-ID: <20120511172550.GA7597@stranger-here-myself.oucs.ox.ac.uk> Hi, That's the Debian source package. You can rebuild the binary packages if you want, but I suspect the prebuilt binary packages will be adequate (look for request-tracker*4.deb and rt4-*.deb). On Fri, May 11, 2012 at 05:21:21PM +0000, David T. Grayston wrote: > Thanks for the reply - I did download 4 files from the quantal dev release, > > request-tracker4_4.0.5-2.dsc > request-tracker4_4.0.5-2.debian.tar.gz > request-tracker4_4.0.5-2.orig-thrid-party-source.tar.gz > request-tracker4_4.0.5-2.orig.tar.gz > > I opened these up and poked around but I not quite knowledgeable enough to know how to install from these. Which as you say would be better than what I've tried. > > David > ------------------------------------------------------------------ > David T. Grayston?????Systems & Database Administrator > University of Washington?? School of Public Health > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of Dominic Hargreaves > > Sent: Friday, May 11, 2012 12:54 AM > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] RT update from ubuntu distro > > > > On Thu, May 10, 2012 at 10:15:03PM +0000, David T. Grayston wrote: > > > I've attempted to update RT from v4.0.4 to v.4.0.5 - the catch is the 4.0.4 is > > from Ubuntu distro (apt-get install request-tracker4). > > > > > > I think I've only got one issue at this point and that is the distro puts > > RT_SiteConfig.pm under "/etc/request-tracker4" not "${RTHOME}/etc/". I > > couldn't find a configuration setting for ./configure or one in config.layout > > that could be set for this location. > > > > The Debian patches include a custom config.layout for this, not included > > upstream since it doesn't make sense to overwrite the Debian package files > > with local installations. I strongly recommend that you either stick with the > > Debian packages (and you can look at installing > > 4.0.5 from quantal, the current Ubuntu development release, if you > > particularly need it) or switch to a "vanilla" installation in /opt/rt or wherever > > makes most sense, not colliding with the packaged version. > > > > > Perhaps minor issue since I can just move RT_SiteConfig.pm to the default > > folder but it may confuse me down the road. > > > > If you've done a local install over the top of the Debian package you are > > almost guaranteed confusion later (such as when an update is released to > > 12.04. or when you upgrade to a newer Ubuntu release). > > > > -- > > Dominic Hargreaves, Systems Development and Support Team Computing > > Services, University of Oxford -- 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 scott.pestana at linguamatics.com Fri May 11 14:44:00 2012 From: scott.pestana at linguamatics.com (Scott Pestana) Date: Fri, 11 May 2012 14:44:00 -0400 Subject: [rt-users] Custom Fields won't show up when viewing RT through MediaWiki Message-ID: <4FAD5DF0.9050608@linguamatics.com> All, We're using MediaWiki + RT to allow us to track issues currently open, issues attributed to a customer's company, that kind of thing. However we aren't able to get Custom Fields to be displayed when we use them: We have only 4 Custom Fields, but none of them are displayed when we try to pull them out. Is anyone else having this experience? For information, we are using the "replace Postgres with MySQL" hack from this page: http://www.mediawiki.org/wiki/Extension_talk:RT I'm wondering if the MySQL alternative doesn't have the same way of pulling the Custom Fields out the same way Postgres does. Thoughts? -- N. Scott Pestana IT Infrastructure Linguamatics From kenn.crocker at gmail.com Fri May 11 15:01:01 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Fri, 11 May 2012 12:01:01 -0700 Subject: [rt-users] Check custom field value before create. In-Reply-To: References: Message-ID: Jonathan, You didn't mention 3. I must have missed that. Actually it looks like you want any one of the 3 to be mandatory, but at any point in time, you don't know which one. Correct? If so, you have to write a scrip. Also, unless something has changed in RT, you cannot send out a message to be displayed on the Web Page. I use a Custom Field for that so that whenever something is missing or I need the user to know that a field is incorrect, I put my message in that CF and that CF is displayed on the ticket page. No one has privileges to that CF (other than SeeCustomField) except RT. Kenn On Fri, May 11, 2012 at 9:01 AM, Jonathan Khattir < jonathan.khattir at mobiquithings.net> wrote: > Yes i use the web interface. But cf mandatory is not good for me. > > I have three custom field and i would like force only one of three field. > > if(custom1=custom2=custom3=0) > { > dont create > display messge ( fill custom1 or custom2 or custom3) > > } > > > > > > > 2012/5/11 Kenneth Crocker > >> Jonathan, >> >> If you're talking about creating a ticket via WebUI, then make the CF >> mandatory. If you're talking about creating via email, you'll need a scrip. >> >> Kenn >> >> >> On Fri, May 11, 2012 at 8:27 AM, Jonathan Khattir < >> jonathan.khattir at mobiquithings.net> wrote: >> >>> >>> Hi, I would like check if there are a custom field value in a custom >>> field before create the ticket. I think that use the beforecreate callbacks >>> but i don't know how getting custom field value. Thx >>> I'm French >>> >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri May 11 16:28:17 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 12 May 2012 00:28:17 +0400 Subject: [rt-users] Check custom field value before create. In-Reply-To: References: Message-ID: On Fri, May 11, 2012 at 7:27 PM, Jonathan Khattir wrote: > > Hi, I would like check if there are a custom field value in a custom field > before create the ticket. I think that use the beforecreate callbacks but i > don't know ?how getting custom field value. Thx > I'm French To check (CF1 OR CF2 OR CF3) you have to use custom code. There are several extensions on CPAN that contain RT and Mandatory words, for example RT-Extension-MandatorySubject. These are excellent points to start this code. For new tickets CFs are passed with very long argument names - RT::Ticket-new-CustomField-xxxx-Value. Use Data::Dumper to see all arguments in request to get an idea of what to search for. -- Best regards, Ruslan. From ruz at bestpractical.com Fri May 11 16:38:56 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 12 May 2012 00:38:56 +0400 Subject: [rt-users] Custom Fields won't show up when viewing RT through MediaWiki In-Reply-To: <4FAD5DF0.9050608@linguamatics.com> References: <4FAD5DF0.9050608@linguamatics.com> Message-ID: On Fri, May 11, 2012 at 10:44 PM, Scott Pestana wrote: > All, > ? ?We're using MediaWiki + RT to allow us to track issues currently open, > issues attributed to a customer's company, that kind of thing. ?However we > aren't able to get Custom Fields to be displayed when we use them: > > > > ? ?We have only 4 Custom Fields, but none of them are displayed when we try > to pull them out. ?Is anyone else having this experience? ?For information, > we are using the "replace Postgres with MySQL" hack from this page: > > http://www.mediawiki.org/wiki/Extension_talk:RT > > ? ?I'm wondering if the MySQL alternative doesn't have the same way of > pulling the Custom Fields out the same way Postgres does. ?Thoughts? As far as I can see code on the linked page has no any kind of support of custom fields. Code linked from the primary page does mention custom fields, but it's not to display them, but to filter by them. > -- > N. Scott Pestana > IT Infrastructure > Linguamatics -- Best regards, Ruslan. From scott.pestana at linguamatics.com Fri May 11 16:47:59 2012 From: scott.pestana at linguamatics.com (Scott Pestana) Date: Fri, 11 May 2012 16:47:59 -0400 Subject: [rt-users] Custom Fields won't show up when viewing RT through MediaWiki In-Reply-To: References: <4FAD5DF0.9050608@linguamatics.com> Message-ID: <4FAD7AFF.7070104@linguamatics.com> Ruslan, I was really confused by that too at first. The code on that page must have been from a different version, the current code (which I verified we are using) goes like this: 224 // Allow use of custom fields 225 $searchcustom = ''; 226 if ( array_key_exists('custom', $args ) ) { 227 $searchcustom = trim( $args['custom'] ); 228 $cfargs = trim( strtolower( $args['custom'] ) ); 229 $ticketquery .= ', customfields cf, objectcustomfieldvalues ov'; 230 $whereclause .= "\nAND ov.objectid = t.id\nAND ov.customfield=cf.id\nAND ov.disabled = 0"; 231 $whereclause .= "\nAND LOWER(cf.name) IN ("; 232 foreach ( preg_split( '/\s*,\s*/', $cfargs ) as $word ) { 233 $word = trim( $word ); 234 if ( !preg_match( '/^[\w \.-]+$/', $word ) ) { 235 die ( wfMsg ( 'rt-badcfield', $word ) ); 236 } 237 $whereclause .= "'$word',"; 238 $ticketquery = preg_replace( '/COALESCE/', "\nov.content AS custom, COALESCE", $ticketquery); 239 } 240 $whereclause = preg_replace( '/.$/', ')', $whereclause ); 241 } This is in RT_body.php, can be found here: https://gerrit.wikimedia.org/r/gitweb?p=mediawiki/extensions/RT.git;a=tree -Scott On 5/11/2012 4:38 PM, Ruslan Zakirov wrote: > On Fri, May 11, 2012 at 10:44 PM, Scott Pestana > wrote: >> All, >> We're using MediaWiki + RT to allow us to track issues currently open, >> issues attributed to a customer's company, that kind of thing. However we >> aren't able to get Custom Fields to be displayed when we use them: >> >> >> >> We have only 4 Custom Fields, but none of them are displayed when we try >> to pull them out. Is anyone else having this experience? For information, >> we are using the "replace Postgres with MySQL" hack from this page: >> >> http://www.mediawiki.org/wiki/Extension_talk:RT >> >> I'm wondering if the MySQL alternative doesn't have the same way of >> pulling the Custom Fields out the same way Postgres does. Thoughts? > As far as I can see code on the linked page has no any kind of support > of custom fields. Code linked from the primary page does mention > custom fields, but it's not to display them, but to filter by them. > >> -- >> N. Scott Pestana >> IT Infrastructure >> Linguamatics -- N. Scott Pestana IT Infrastructure Linguamatics From davidtg at u.washington.edu Fri May 11 18:37:09 2012 From: davidtg at u.washington.edu (David T. Grayston) Date: Fri, 11 May 2012 22:37:09 +0000 Subject: [rt-users] RT update from ubuntu distro In-Reply-To: <20120511172550.GA7597@stranger-here-myself.oucs.ox.ac.uk> References: <07A5F0ABA6ABCE488CF01BB872138FEB2BA4C9@uwit-mbx07.exchange.washington.edu> <20120511075343.GA3025@gunboat-diplomat.oucs.ox.ac.uk> <07A5F0ABA6ABCE488CF01BB872138FEB2BA812@uwit-mbx07.exchange.washington.edu> <20120511172550.GA7597@stranger-here-myself.oucs.ox.ac.uk> Message-ID: <07A5F0ABA6ABCE488CF01BB872138FEB2BA92B@uwit-mbx07.exchange.washington.edu> Dominic - thanks for the reply. A few more clicks got me to this page, https://launchpad.net/ubuntu/+source/request-tracker4/4.0.5-2/+build/3460357 That has the *.deb files for RT 4.0.5 Quantal. I restored my server back to the 4.0.4 install and dpkg with these new *.deb files. All appears to have gone ok but I wasn't prompted about upgrading the database at the end from 4.0.4 - did it happen automatically? Thanks David ------------------------------------------------------------------ David T. Grayston?????Systems & Database Administrator University of Washington?? School of Public Health > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Dominic Hargreaves > Sent: Friday, May 11, 2012 10:26 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT update from ubuntu distro > > Hi, > > That's the Debian source package. You can rebuild the binary packages if you > want, but I suspect the prebuilt binary packages will be adequate (look for > request-tracker*4.deb and rt4-*.deb). > > On Fri, May 11, 2012 at 05:21:21PM +0000, David T. Grayston wrote: > > Thanks for the reply - I did download 4 files from the quantal dev > > release, > > > > request-tracker4_4.0.5-2.dsc > > request-tracker4_4.0.5-2.debian.tar.gz > > request-tracker4_4.0.5-2.orig-thrid-party-source.tar.gz > > request-tracker4_4.0.5-2.orig.tar.gz > > > > I opened these up and poked around but I not quite knowledgeable > enough to know how to install from these. Which as you say would be better > than what I've tried. > > > > David > > ------------------------------------------------------------------ > > David T. Grayston?????Systems & Database Administrator University of > > Washington?? School of Public Health > > > > > -----Original Message----- > > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > > bounces at lists.bestpractical.com] On Behalf Of Dominic Hargreaves > > > Sent: Friday, May 11, 2012 12:54 AM > > > To: rt-users at lists.bestpractical.com > > > Subject: Re: [rt-users] RT update from ubuntu distro > > > > > > On Thu, May 10, 2012 at 10:15:03PM +0000, David T. Grayston wrote: > > > > I've attempted to update RT from v4.0.4 to v.4.0.5 - the catch is > > > > the 4.0.4 is > > > from Ubuntu distro (apt-get install request-tracker4). > > > > > > > > I think I've only got one issue at this point and that is the > > > > distro puts > > > RT_SiteConfig.pm under "/etc/request-tracker4" not "${RTHOME}/etc/". > > > I couldn't find a configuration setting for ./configure or one in > > > config.layout that could be set for this location. > > > > > > The Debian patches include a custom config.layout for this, not > > > included upstream since it doesn't make sense to overwrite the > > > Debian package files with local installations. I strongly recommend > > > that you either stick with the Debian packages (and you can look at > > > installing > > > 4.0.5 from quantal, the current Ubuntu development release, if you > > > particularly need it) or switch to a "vanilla" installation in > > > /opt/rt or wherever makes most sense, not colliding with the packaged > version. > > > > > > > Perhaps minor issue since I can just move RT_SiteConfig.pm to the > > > > default > > > folder but it may confuse me down the road. > > > > > > If you've done a local install over the top of the Debian package > > > you are almost guaranteed confusion later (such as when an update is > > > released to 12.04. or when you upgrade to a newer Ubuntu release). > > > > > > -- > > > Dominic Hargreaves, Systems Development and Support Team > Computing > > > Services, University of Oxford > > -- > Dominic Hargreaves, Systems Development and Support Team Computing > Services, University of Oxford From gusevfe at gmail.com Sat May 12 04:46:44 2012 From: gusevfe at gmail.com (Fedor Gusev) Date: Sat, 12 May 2012 12:46:44 +0400 Subject: [rt-users] Reply To All and double emails. Message-ID: Hello everyone. Some of our user push (who apparently use GMail, e.g. user1 at gmail.com) push Reply To All button when replying to emails from RT (rt at example.com). The email from RT has a CC: user2 at somehost.com. So when user1 at gmail.compushes Reply To All in gmail interface, user2 at somehost.com get a email from user1 at gmail.com. At the same time a mail comes from rt at example.com. In the end user2 at somehost.com get TWO emails at once. Is there any way around this problem? -- Kind regards, Fedor Gusev. -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.sjodin at gmail.com Sun May 13 10:21:48 2012 From: scott.sjodin at gmail.com (Scott Sjodin) Date: Sun, 13 May 2012 18:21:48 +0400 Subject: [rt-users] msmtp setup woes (continued) Message-ID: So I've got my msmtp setup (almost). It's running. I can telnet in to smtp.mydomain.com 587 and 25 and send over the creds (but not with 465) successfully. I can run openssl, with 465 I get the following: openssl s_client -CApath /etc/ssl/certs/Equifax_Secure_Certificate_Authority.cer -connect smtp.mydomain.com:465 Verify return code: 20 (unable to get local issuer certificate) When testing msmtp -a default username at domain.com I get the following results (with port numbers corresponding to changes in the msmtprc file) When I change up the port number to 587: msmtp: TLS certificate verification failed: the certificate is not trusted When I change up the port number to 25: msmtp: TLS certificate verification failed: the certificate is not trusted When I change up the port number to 465: msmtp: network read error: Connection reset by peer. My msmtprc file is listed below: defaults tls on tls_starttls on tls_trust_file /etc/ssl/certs/Equifax_Secure_Certificate_Authority.cer #this was downloaded direct from GeoTrust's website - #http://www.geotrust.com/resources/root-certificates/index.html logfile /var/log/msmtp.log account default host smtp.mydomain.com port 465 # have also tried 587 and 25 with results varying auth on user support at mydomain.com password suparsekrat from support at mydomain.com password suparsekrat auto_from off timeout 120 Thoughts? I feel like I am so close! -------------- next part -------------- An HTML attachment was scrubbed... URL: From sjalexander at mpbx.com Sun May 13 11:17:55 2012 From: sjalexander at mpbx.com (Stephen J Alexander) Date: Sun, 13 May 2012 10:17:55 -0500 Subject: [rt-users] msmtp setup woes (continued) In-Reply-To: References: Message-ID: Port 465 is not open, or it's firewalled, so you can't use it. But it looks like 587 or 25 might work. The error messages indicate that you're getting a certificate from both those ports. But you don't have their proper root certificate for your server's cert in your certificate store; you will need to install it. If this is a self-signed cert or if you explicitly trust it you can put the server's own certificate into your cert store. How to do this will depend on the specific implementation of SSL for msmtp: I don't know anything about msmtp specifically so I don't know whether it uses openssl or something else; you'll need to attend the documentation to determine where to put the certs, how to put them there, and how to configure the software to read and recognize them. You're right; you're almost there - just need to sort out the SSL situation. Regards, Stephen J Alexander MPBX, LLC http://mpbx.com 832-713-6729 On Sun, May 13, 2012 at 9:21 AM, Scott Sjodin wrote: > So I've got my msmtp setup (almost). It's running. I can telnet in to > smtp.mydomain.com 587 and 25 and send over the creds (but not with 465) > successfully. I can run openssl, with 465 I get the following: > > > openssl s_client -CApath /etc/ssl/certs/Equifax_Secure_Certificate_Authority.cer -connect smtp.mydomain.com:465 > > Verify return code: 20 (unable to get local issuer certificate) > > When testing msmtp -a default username at domain.com I get the following > results (with port numbers corresponding to changes in the msmtprc file) > > > When I change up the port number to 587: > > msmtp: TLS certificate verification failed: the certificate is not trusted > When I change up the port number to 25: > msmtp: TLS certificate verification failed: the certificate is not trusted > When I change up the port number to 465: > msmtp: network read error: Connection reset by peer. > > My msmtprc file is listed below: > > defaults > tls on > tls_starttls on > tls_trust_file /etc/ssl/certs/Equifax_Secure_Certificate_Authority.cer > > #this was downloaded direct from GeoTrust's website - > #http://www.geotrust.com/resources/root-certificates/index.html > > logfile /var/log/msmtp.log > account default > host smtp.mydomain.com > port 465 > > # have also tried 587 and 25 with results varying > > auth on > user support at mydomain.com > password suparsekrat > from support at mydomain.com > password suparsekrat > auto_from off > timeout 120 > > Thoughts? I feel like I am so close! > -------------- next part -------------- An HTML attachment was scrubbed... URL: From sjalexander at mpbx.com Sun May 13 11:22:17 2012 From: sjalexander at mpbx.com (Stephen J Alexander) Date: Sun, 13 May 2012 10:22:17 -0500 Subject: [rt-users] msmtp setup woes (continued) In-Reply-To: References: Message-ID: Actually now that I reread your email it's evident that you can specify the root cert in the msmtp config file. Looks like your mail server's cert does not have a chain back to the equifax certificate you're using. So, get the right certificate then specify the filename in the msmtp config. You can verify it with openssl just as you attempted to do above. Regards, Stephen J Alexander MPBX, LLC http://mpbx.com 832-713-6729 On Sun, May 13, 2012 at 10:17 AM, Stephen J Alexander wrote: > Port 465 is not open, or it's firewalled, so you can't use it. But it > looks like 587 or 25 might work. The error messages indicate that you're > getting a certificate from both those ports. But you don't have their > proper root certificate for your server's cert in your certificate store; > you will need to install it. > > If this is a self-signed cert or if you explicitly trust it you can put > the server's own certificate into your cert store. How to do this will > depend on the specific implementation of SSL for msmtp: I don't know > anything about msmtp specifically so I don't know whether it uses openssl > or something else; you'll need to attend the documentation to determine > where to put the certs, how to put them there, and how to configure the > software to read and recognize them. > > You're right; you're almost there - just need to sort out the SSL > situation. > > Regards, > > Stephen J Alexander > MPBX, LLC > http://mpbx.com > 832-713-6729 > > > > On Sun, May 13, 2012 at 9:21 AM, Scott Sjodin wrote: > >> So I've got my msmtp setup (almost). It's running. I can telnet in to >> smtp.mydomain.com 587 and 25 and send over the creds (but not with 465) >> successfully. I can run openssl, with 465 I get the following: >> >> >> openssl s_client -CApath /etc/ssl/certs/Equifax_Secure_Certificate_Authority.cer -connect smtp.mydomain.com:465 >> >> Verify return code: 20 (unable to get local issuer certificate) >> >> When testing msmtp -a default username at domain.com I get the following >> results (with port numbers corresponding to changes in the msmtprc file) >> >> >> When I change up the port number to 587: >> >> msmtp: TLS certificate verification failed: the certificate is not trusted >> When I change up the port number to 25: >> msmtp: TLS certificate verification failed: the certificate is not trusted >> When I change up the port number to 465: >> msmtp: network read error: Connection reset by peer. >> >> My msmtprc file is listed below: >> >> defaults >> tls on >> tls_starttls on >> tls_trust_file /etc/ssl/certs/Equifax_Secure_Certificate_Authority.cer >> >> #this was downloaded direct from GeoTrust's website - >> #http://www.geotrust.com/resources/root-certificates/index.html >> >> logfile /var/log/msmtp.log >> account default >> host smtp.mydomain.com >> port 465 >> >> # have also tried 587 and 25 with results varying >> >> auth on >> user support at mydomain.com >> password suparsekrat >> from support at mydomain.com >> password suparsekrat >> auto_from off >> timeout 120 >> >> Thoughts? I feel like I am so close! >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.sjodin at gmail.com Sun May 13 12:06:23 2012 From: scott.sjodin at gmail.com (Scott Sjodin) Date: Sun, 13 May 2012 20:06:23 +0400 Subject: [rt-users] msmtp setup woes (continued) In-Reply-To: References: Message-ID: Stephen, Thanks for the prompt reply and the reassurance that I'm going in the right direction. My hosting company's support is less than worthless and can't tell me what the root certificate they use for SMTP is. All that msmtp will tell me when I input the serverinfo switch is the following: msmtp --serverinfo --host=smtp.hostingprovider.com --tls=on --tls-certcheck=off SMTP server at smtp.hostingprovider.com ( xx.xx.xx.xx.static.hostingprovider.com [xx.xx.xx.xx]), port 25: ESMTP Sun, 13 May 2012 12:03:18 -0400: UCE strictly prohibited TLS certificate information: Owner: Common Name: smtp.hostingprovider.com Organization: smtp.hostingprovider.com Organizational unit: GT01039293 Country: US Issuer: Organization: Equifax Organizational unit: Equifax Secure Certificate Authority Country: US I'm not entirely sure how to interpret this. I may just go ahead and start grabbing all the certs I see and trying them out one by one... Any more insight? Thank you for the quick replies. On Sun, May 13, 2012 at 7:22 PM, Stephen J Alexander wrote: > Actually now that I reread your email it's evident that you can specify > the root cert in the msmtp config file. Looks like your mail server's cert > does not have a chain back to the equifax certificate you're using. So, get > the right certificate then specify the filename in the msmtp config. You > can verify it with openssl just as you attempted to do above. > > > Regards, > > Stephen J Alexander > MPBX, LLC > http://mpbx.com > 832-713-6729 > > > On Sun, May 13, 2012 at 10:17 AM, Stephen J Alexander < > sjalexander at mpbx.com> wrote: > >> Port 465 is not open, or it's firewalled, so you can't use it. But it >> looks like 587 or 25 might work. The error messages indicate that you're >> getting a certificate from both those ports. But you don't have their >> proper root certificate for your server's cert in your certificate store; >> you will need to install it. >> >> If this is a self-signed cert or if you explicitly trust it you can put >> the server's own certificate into your cert store. How to do this will >> depend on the specific implementation of SSL for msmtp: I don't know >> anything about msmtp specifically so I don't know whether it uses openssl >> or something else; you'll need to attend the documentation to determine >> where to put the certs, how to put them there, and how to configure the >> software to read and recognize them. >> >> You're right; you're almost there - just need to sort out the SSL >> situation. >> >> Regards, >> >> Stephen J Alexander >> MPBX, LLC >> http://mpbx.com >> 832-713-6729 >> >> >> >> On Sun, May 13, 2012 at 9:21 AM, Scott Sjodin wrote: >> >>> So I've got my msmtp setup (almost). It's running. I can telnet in to >>> smtp.mydomain.com 587 and 25 and send over the creds (but not with 465) >>> successfully. I can run openssl, with 465 I get the following: >>> >>> >>> openssl s_client -CApath /etc/ssl/certs/Equifax_Secure_Certificate_Authority.cer -connect smtp.mydomain.com:465 >>> >>> Verify return code: 20 (unable to get local issuer certificate) >>> >>> When testing msmtp -a default username at domain.com I get the following >>> results (with port numbers corresponding to changes in the msmtprc file) >>> >>> >>> When I change up the port number to 587: >>> >>> msmtp: TLS certificate verification failed: the certificate is not >>> trusted >>> When I change up the port number to 25: >>> msmtp: TLS certificate verification failed: the certificate is not >>> trusted >>> When I change up the port number to 465: >>> msmtp: network read error: Connection reset by peer. >>> >>> My msmtprc file is listed below: >>> >>> defaults >>> tls on >>> tls_starttls on >>> tls_trust_file /etc/ssl/certs/Equifax_Secure_Certificate_Authority.cer >>> >>> #this was downloaded direct from GeoTrust's website - >>> #http://www.geotrust.com/resources/root-certificates/index.html >>> >>> logfile /var/log/msmtp.log >>> account default >>> host smtp.mydomain.com >>> port 465 >>> >>> # have also tried 587 and 25 with results varying >>> >>> auth on >>> user support at mydomain.com >>> password suparsekrat >>> from support at mydomain.com >>> password suparsekrat >>> auto_from off >>> timeout 120 >>> >>> Thoughts? I feel like I am so close! >>> >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ram0502 at gmail.com Sun May 13 14:00:14 2012 From: ram0502 at gmail.com (Ram) Date: Sun, 13 May 2012 11:00:14 -0700 Subject: [rt-users] msmtp setup woes (continued) Message-ID: > From: Scott Sjodin > Message-ID: > ? ? ? ? > So I've got my msmtp setup (almost). It's running. I can telnet in to > smtp.mydomain.com 587 and 25 and send over the creds (but not with 465) > successfully. I can run openssl, with 465 I get the following: > > > openssl s_client -CApath > /etc/ssl/certs/Equifax_Secure_Certificate_Authority.cer -connect > smtp.mydomain.com:465 > > Verify return code: 20 (unable to get local issuer certificate) > > When testing msmtp -a default username at domain.com I get the following > results (with port numbers corresponding to changes in the msmtprc file) > > > When I change up the port number to 587: > > msmtp: TLS certificate verification failed: the certificate is not trusted > When I change up the port number to 25: > msmtp: TLS certificate verification failed: the certificate is not trusted > When I change up the port number to 465: > msmtp: network read error: Connection reset by peer. > > My msmtprc file is listed below: > > defaults > tls on > tls_starttls on > tls_trust_file /etc/ssl/certs/Equifax_Secure_Certificate_Authority.cer > > #this was downloaded direct from GeoTrust's website - > #http://www.geotrust.com/resources/root-certificates/index.html I suspect the server does not have it's certificate installed properly - specifically the intermediate or chain certificate is probably not installed/configured. Ideally this would be fixed on the server side but you can work around it by adding the correct chain certificate(s) to the client trusted certificate list. As a test try going to that same port and dump the certificates it offers up like so: # openssl s_client -connect example.com.:443 You should see a section in the output like so: --- Certificate chain 0 s:/serialNumber=1234/C=US/O=example.com/OU=NoAuthFromUs/OU=See someurl/cps (c)11/OU=Domain Control Validated - RapidSSL(R)/CN=example.com i:/C=US/O=GeoTrust, Inc./CN=RapidSSL CA 1 s:/C=US/O=GeoTrust, Inc./CN=RapidSSL CA i:/C=US/O=GeoTrust Inc./CN=GeoTrust Global CA 2 s:/C=US/O=GeoTrust Inc./CN=GeoTrust Global CA i:/C=US/O=Equifax/OU=Equifax Secure Certificate Authority You should see three entries (0, 1, 2) though the names will be different than above. If you only see two then the the chain certificate is missing from the server. cheers From jonathan.khattir at mobiquithings.net Sun May 13 17:32:27 2012 From: jonathan.khattir at mobiquithings.net (Jonathan Khattir) Date: Sun, 13 May 2012 23:32:27 +0200 Subject: [rt-users] Pb Theme Message-ID: Hi, How can i apply a theme per group. So I want that each group are their own theme (all user are unpriviliged) . Thx -------------- next part -------------- An HTML attachment was scrubbed... URL: From gino.lisignoli at opus.co.nz Sun May 13 18:03:05 2012 From: gino.lisignoli at opus.co.nz (Gino Lisignoli) Date: Mon, 14 May 2012 10:03:05 +1200 Subject: [rt-users] ActivityReporter or Statistics Message-ID: <4FB02F99.8040706@opus.co.nz> Hello everyone! I'm running RT 4.0.2 and I'm trying to see if there's a way to retrieve some statistics for our tickets. I'm after some sort of way of getting: - Number of tickets created weekly per month - Number of tickets resolved weekly per month Any ideas? I've managed to create a chart within RT that shows the status of tickets over the last 14 days. But I can't seem to make it report weekly over a date range. I have install ActivityReports but it is woefully undocumented :( I don't even know if it can do what I am after. I also tried the google-chart perl script supplied on the wiki ( http://requesttracker.wikia.com/wiki/Rt-google-charts) but unfortunately it's not working with Postgres. Bummer. -- Gino Lisignoli System Administrator Opus International Consultants Ltd Gino.Lisignoli at opus.co.nz Tel +64 4 471 7209, Mobile +64 21 982 112 Ext 8209 http://www.opus.co.nz Level 9 Majestic Centre, 100 Willis Street, PO Box 12343, Wellington, New Zealand -------------- next part -------------- An HTML attachment was scrubbed... URL: From Thomas.Lau at principleone.com Mon May 14 03:34:21 2012 From: Thomas.Lau at principleone.com (Thomas Lau) Date: Mon, 14 May 2012 15:34:21 +0800 Subject: [rt-users] SLA overdue report Message-ID: <4719A600D6D1F1458CFD1DF895C26B5208734A1A00@p1hkdcwx01.hk.principleone.com> Hi all, I want to know how to generate a report based on SLA extension, which will show which ticket is being overdue on SLA within this month with rt shell command line. I could do Due =, Due >, Due < But there is nothing call "overdue" function, please advise. Thomas Lau Senior 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: From haim at dimer.org Mon May 14 04:14:42 2012 From: haim at dimer.org (Haim Dimer) Date: Mon, 14 May 2012 10:14:42 +0200 Subject: [rt-users] Using a Google Apps Form to submit a ticket in RT Message-ID: Hello everyone, Sometimes you want to have people fill in a form and have all the data appear in a ticket. After a few weekends toying with the idea, I believe I have something worthy of the RT wiki. We use this system in production for tasks ranging from asking for new hardware to having the vendors notify us when a new software version is available. Here is the general idea: - Create a form in Google Apps. - Add a script to send the newly inputed data by email (and the triggers that go with it) - Configure rt-mailgate to have the form create a new ticket in a particular queue - Take each field from the filled form and transpose them into CustomFields - Send an email to the support team letting them know a form was submitted - Send an email to the person who filled out the form, letting him know we received the info Check it out at the address below and let me know if I missed something http://requesttracker.wikia.com/wiki/Using_a_Google_Apps_Form_to_submit_a_ticket_in_RT Ha?m. From dominic.hargreaves at oucs.ox.ac.uk Mon May 14 11:39:05 2012 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Mon, 14 May 2012 16:39:05 +0100 Subject: [rt-users] RT update from ubuntu distro In-Reply-To: <07A5F0ABA6ABCE488CF01BB872138FEB2BA92B@uwit-mbx07.exchange.washington.edu> References: <07A5F0ABA6ABCE488CF01BB872138FEB2BA4C9@uwit-mbx07.exchange.washington.edu> <20120511075343.GA3025@gunboat-diplomat.oucs.ox.ac.uk> <07A5F0ABA6ABCE488CF01BB872138FEB2BA812@uwit-mbx07.exchange.washington.edu> <20120511172550.GA7597@stranger-here-myself.oucs.ox.ac.uk> <07A5F0ABA6ABCE488CF01BB872138FEB2BA92B@uwit-mbx07.exchange.washington.edu> Message-ID: <20120514153905.GC2935@gunboat-diplomat.oucs.ox.ac.uk> I don't believe there were any DB upgrades between 4.0.4 or 4.0.5. On Fri, May 11, 2012 at 10:37:09PM +0000, David T. Grayston wrote: > Dominic - thanks for the reply. A few more clicks got me to this page, > > https://launchpad.net/ubuntu/+source/request-tracker4/4.0.5-2/+build/3460357 > > That has the *.deb files for RT 4.0.5 Quantal. I restored my server back to the 4.0.4 install and dpkg with these new *.deb files. All appears to have gone ok but I wasn't prompted about upgrading the database at the end from 4.0.4 - did it happen automatically? > > Thanks David > ------------------------------------------------------------------ > David T. Grayston?????Systems & Database Administrator > University of Washington?? School of Public Health > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of Dominic Hargreaves > > Sent: Friday, May 11, 2012 10:26 AM > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] RT update from ubuntu distro > > > > Hi, > > > > That's the Debian source package. You can rebuild the binary packages if you > > want, but I suspect the prebuilt binary packages will be adequate (look for > > request-tracker*4.deb and rt4-*.deb). > > > > On Fri, May 11, 2012 at 05:21:21PM +0000, David T. Grayston wrote: > > > Thanks for the reply - I did download 4 files from the quantal dev > > > release, > > > > > > request-tracker4_4.0.5-2.dsc > > > request-tracker4_4.0.5-2.debian.tar.gz > > > request-tracker4_4.0.5-2.orig-thrid-party-source.tar.gz > > > request-tracker4_4.0.5-2.orig.tar.gz > > > > > > I opened these up and poked around but I not quite knowledgeable > > enough to know how to install from these. Which as you say would be better > > than what I've tried. > > > > > > David > > > ------------------------------------------------------------------ > > > David T. Grayston?????Systems & Database Administrator University of > > > Washington?? School of Public Health > > > > > > > -----Original Message----- > > > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > > > bounces at lists.bestpractical.com] On Behalf Of Dominic Hargreaves > > > > Sent: Friday, May 11, 2012 12:54 AM > > > > To: rt-users at lists.bestpractical.com > > > > Subject: Re: [rt-users] RT update from ubuntu distro > > > > > > > > On Thu, May 10, 2012 at 10:15:03PM +0000, David T. Grayston wrote: > > > > > I've attempted to update RT from v4.0.4 to v.4.0.5 - the catch is > > > > > the 4.0.4 is > > > > from Ubuntu distro (apt-get install request-tracker4). > > > > > > > > > > I think I've only got one issue at this point and that is the > > > > > distro puts > > > > RT_SiteConfig.pm under "/etc/request-tracker4" not "${RTHOME}/etc/". > > > > I couldn't find a configuration setting for ./configure or one in > > > > config.layout that could be set for this location. > > > > > > > > The Debian patches include a custom config.layout for this, not > > > > included upstream since it doesn't make sense to overwrite the > > > > Debian package files with local installations. I strongly recommend > > > > that you either stick with the Debian packages (and you can look at > > > > installing > > > > 4.0.5 from quantal, the current Ubuntu development release, if you > > > > particularly need it) or switch to a "vanilla" installation in > > > > /opt/rt or wherever makes most sense, not colliding with the packaged > > version. > > > > > > > > > Perhaps minor issue since I can just move RT_SiteConfig.pm to the > > > > > default > > > > folder but it may confuse me down the road. > > > > > > > > If you've done a local install over the top of the Debian package > > > > you are almost guaranteed confusion later (such as when an update is > > > > released to 12.04. or when you upgrade to a newer Ubuntu release). > > > > > > > > -- > > > > Dominic Hargreaves, Systems Development and Support Team > > Computing > > > > Services, University of Oxford > > > > -- > > Dominic Hargreaves, Systems Development and Support Team Computing > > Services, University of Oxford -- 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 Albert.Shih at obspm.fr Mon May 14 11:39:34 2012 From: Albert.Shih at obspm.fr (Albert Shih) Date: Mon, 14 May 2012 17:39:34 +0200 Subject: [rt-users] SelfServices Message-ID: <20120514153934.GB11023@pcjas.obspm.fr> Hi all, Is it normal anyone (authenticate thought LDAP or RT account )in the selfservice can see any ticket in queue he have access ? How can I make the user can only see the tickets he submit or he in CC. Regards. JAS -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: lun 14 mai 2012 17:37:30 CEST From mmcgrath at carthage.edu Mon May 14 11:46:04 2012 From: mmcgrath at carthage.edu (Max McGrath) Date: Mon, 14 May 2012 10:46:04 -0500 Subject: [rt-users] No drop-down for Articles in 4.0.5 Message-ID: We just upgraded our test environment from 3.8.8 to 4.0.5. In 3.8.8, when you resolved (or replied to, etc...) a ticket, we had the *Select an Article to include* drop-down option that would use an Article from RTFM and drop them right in the ticket. In 4.0.5, I am not seeing this option. When I'm resolving a ticket, I see the *Search for Articles matching* and *Include Article:* options (which I'm not exactly sure how to use either...), but no drop-downs. In each Article class I have checked the *All Articles in this class should be listed in a drop-down of the ticket reply page* option, but I am not seeing them. I've checked in IE, Firefox and Chrome -- but no dropdown. Am I missing something? I've checked the permissions -- I don't believe they are the cause. Thanks! -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From luciano at cpd.ufrgs.br Mon May 14 13:01:35 2012 From: luciano at cpd.ufrgs.br (Luciano Ernesto da Silva) Date: Mon, 14 May 2012 14:01:35 -0300 Subject: [rt-users] Login page + Javascript function Message-ID: <87C8AADF9E20C14C811B0AFA1747DA5420CE97@filipides> A time ago, I made motifications on ExternalAUTH LDAP to be posible autenticate numeric users. For example, the numeric uid 123645678 can authenticate from a LDAP server. In the RT side it has a real id user with A12345678. The mofication concat a word in front uid and its ok for RT and LDAP. Now I'm trying remove the need of the user put all numeric numbers on login. This a local motification, or callback. I have many users in format 00001234, and would be nice for them put only "1234" without the zeros. We have a javascript function for that. I made a copy of Elements/Login for local customizations. In Login i modified this around line 105(RT 4.0.2.):
My javascript function(inside Login), that checks if the numeric matchs 8 length. If not, put more 0 to complete: function formatUIDnumber(UID,sizeOK){ if IsNumeric(UID.value){ newUID = UID.value; zeros = ''; var i = newUID.length; if(newUID.length==sizeOK) return; else { for(i; i References: <20120514153934.GB11023@pcjas.obspm.fr> Message-ID: On Mon, May 14, 2012 at 7:39 PM, Albert Shih wrote: > Hi all, > > > Is it normal anyone (authenticate thought LDAP or RT account )in the > selfservice can see any ticket in queue he have access ? > > How can I make the user can only see the tickets he submit or he in CC. Move ShowTicket right down to Privileged from Everyone and grant the right to Requestor and Cc role. > > Regards. > > JAS > -- > Albert SHIH > DIO b?timent 15 > Observatoire de Paris > 5 Place Jules Janssen > 92195 Meudon Cedex > T?l?phone : 01 45 07 76 26/06 86 69 95 71 > xmpp: jas at obspm.fr > Heure local/Local time: > lun 14 mai 2012 17:37:30 CEST -- Best regards, Ruslan. From scott.sjodin at gmail.com Mon May 14 15:38:11 2012 From: scott.sjodin at gmail.com (Scott Sjodin) Date: Mon, 14 May 2012 23:38:11 +0400 Subject: [rt-users] msmtp setup woes (continued) In-Reply-To: References: Message-ID: Ok, so I found the right certificate, but when I run a test with msmtp -a default username at domain.com...it just hangs. Tried it with all three SSL ports (465, 587, 25) with the same result....what happens now? I can't troubleshoot without error messages... Thanks for everyone's assistance so far. On Sun, May 13, 2012 at 10:00 PM, Ram wrote: > > From: Scott Sjodin > > Message-ID: > > < > CAAfAOiWep9ZH3MCEGGtNQ0kom4fzAa+yaJ7qrkJgKyCuoLmsCg at mail.gmail.com> > > > So I've got my msmtp setup (almost). It's running. I can telnet in to > > smtp.mydomain.com 587 and 25 and send over the creds (but not with 465) > > successfully. I can run openssl, with 465 I get the following: > > > > > > openssl s_client -CApath > > /etc/ssl/certs/Equifax_Secure_Certificate_Authority.cer -connect > > smtp.mydomain.com:465 > > > > Verify return code: 20 (unable to get local issuer certificate) > > > > When testing msmtp -a default username at domain.com I get the following > > results (with port numbers corresponding to changes in the msmtprc file) > > > > > > When I change up the port number to 587: > > > > msmtp: TLS certificate verification failed: the certificate is not > trusted > > When I change up the port number to 25: > > msmtp: TLS certificate verification failed: the certificate is not > trusted > > When I change up the port number to 465: > > msmtp: network read error: Connection reset by peer. > > > > My msmtprc file is listed below: > > > > defaults > > tls on > > tls_starttls on > > tls_trust_file /etc/ssl/certs/Equifax_Secure_Certificate_Authority.cer > > > > #this was downloaded direct from GeoTrust's website - > > #http://www.geotrust.com/resources/root-certificates/index.html > > I suspect the server does not have it's certificate installed properly > - specifically the intermediate or chain certificate is probably not > installed/configured. Ideally this would be fixed on the server side > but you can work around it by adding the correct chain certificate(s) > to the client trusted certificate list. > > As a test try going to that same port and dump the certificates it > offers up like so: > # openssl s_client -connect example.com.:443 > > You should see a section in the output like so: > --- > Certificate chain > 0 s:/serialNumber=1234/C=US/O=example.com/OU=NoAuthFromUs/OU=See > someurl/cps (c)11/OU=Domain Control Validated - > RapidSSL(R)/CN=example.com > i:/C=US/O=GeoTrust, Inc./CN=RapidSSL CA > 1 s:/C=US/O=GeoTrust, Inc./CN=RapidSSL CA > i:/C=US/O=GeoTrust Inc./CN=GeoTrust Global CA > 2 s:/C=US/O=GeoTrust Inc./CN=GeoTrust Global CA > i:/C=US/O=Equifax/OU=Equifax Secure Certificate Authority > > > You should see three entries (0, 1, 2) though the names will be > different than above. If you only see two then the the chain > certificate is missing from the server. > > cheers > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon May 14 15:38:55 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 14 May 2012 23:38:55 +0400 Subject: [rt-users] SLA overdue report In-Reply-To: <4719A600D6D1F1458CFD1DF895C26B5208734A1A00@p1hkdcwx01.hk.principleone.com> References: <4719A600D6D1F1458CFD1DF895C26B5208734A1A00@p1hkdcwx01.hk.principleone.com> Message-ID: On Mon, May 14, 2012 at 11:34 AM, Thomas Lau wrote: > Hi all, > > > > I want to know how to generate a report based on SLA extension, which will > show which ticket is being overdue on SLA within this month with rt shell > command line. > > > > I could do Due =, Due >, Due < > > > > But there is nothing call ?overdue? function, please advise. > SLA extension has an experimental branch that brings statistics and is now in testing. However, stats do not explicitly list tickets and transactions when deadline was missed. You can try code from repository and see how close it's to what you need. > Thomas Lau > Senior 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 > > -- Best regards, Ruslan. From sjalexander at mpbx.com Mon May 14 15:45:55 2012 From: sjalexander at mpbx.com (Stephen J Alexander) Date: Mon, 14 May 2012 14:45:55 -0500 Subject: [rt-users] msmtp setup woes (continued) In-Reply-To: References: Message-ID: The command line you specified just establishes a connection and it's waiting for you to do something -- I think it's working as designed. Typically you'd pipe something from STDIN to create a message, or use it as a backend for another program. http://msmtp.sourceforge.net/doc/msmtp.html good luck :-) Regards, Stephen J Alexander MPBX, LLC http://mpbx.com 832-713-6729 On Mon, May 14, 2012 at 2:38 PM, Scott Sjodin wrote: > Ok, so I found the right certificate, but when I run a test with msmtp -a > default username at domain.com...it just hangs. Tried it with all three SSL > ports (465, 587, 25) with the same result....what happens now? I can't > troubleshoot without error messages... > > Thanks for everyone's assistance so far. > > > On Sun, May 13, 2012 at 10:00 PM, Ram wrote: > >> > From: Scott Sjodin >> > Message-ID: >> > < >> CAAfAOiWep9ZH3MCEGGtNQ0kom4fzAa+yaJ7qrkJgKyCuoLmsCg at mail.gmail.com> >> >> > So I've got my msmtp setup (almost). It's running. I can telnet in to >> > smtp.mydomain.com 587 and 25 and send over the creds (but not with 465) >> > successfully. I can run openssl, with 465 I get the following: >> > >> > >> > openssl s_client -CApath >> > /etc/ssl/certs/Equifax_Secure_Certificate_Authority.cer -connect >> > smtp.mydomain.com:465 >> > >> > Verify return code: 20 (unable to get local issuer certificate) >> > >> > When testing msmtp -a default username at domain.com I get the following >> > results (with port numbers corresponding to changes in the msmtprc file) >> > >> > >> > When I change up the port number to 587: >> > >> > msmtp: TLS certificate verification failed: the certificate is not >> trusted >> > When I change up the port number to 25: >> > msmtp: TLS certificate verification failed: the certificate is not >> trusted >> > When I change up the port number to 465: >> > msmtp: network read error: Connection reset by peer. >> > >> > My msmtprc file is listed below: >> > >> > defaults >> > tls on >> > tls_starttls on >> > tls_trust_file /etc/ssl/certs/Equifax_Secure_Certificate_Authority.cer >> > >> > #this was downloaded direct from GeoTrust's website - >> > #http://www.geotrust.com/resources/root-certificates/index.html >> >> I suspect the server does not have it's certificate installed properly >> - specifically the intermediate or chain certificate is probably not >> installed/configured. Ideally this would be fixed on the server side >> but you can work around it by adding the correct chain certificate(s) >> to the client trusted certificate list. >> >> As a test try going to that same port and dump the certificates it >> offers up like so: >> # openssl s_client -connect example.com.:443 >> >> You should see a section in the output like so: >> --- >> Certificate chain >> 0 s:/serialNumber=1234/C=US/O=example.com/OU=NoAuthFromUs/OU=See >> someurl/cps (c)11/OU=Domain Control Validated - >> RapidSSL(R)/CN=example.com >> i:/C=US/O=GeoTrust, Inc./CN=RapidSSL CA >> 1 s:/C=US/O=GeoTrust, Inc./CN=RapidSSL CA >> i:/C=US/O=GeoTrust Inc./CN=GeoTrust Global CA >> 2 s:/C=US/O=GeoTrust Inc./CN=GeoTrust Global CA >> i:/C=US/O=Equifax/OU=Equifax Secure Certificate Authority >> >> >> You should see three entries (0, 1, 2) though the names will be >> different than above. If you only see two then the the chain >> certificate is missing from the server. >> >> cheers >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ram0502 at gmail.com Mon May 14 15:48:36 2012 From: ram0502 at gmail.com (Ram) Date: Mon, 14 May 2012 12:48:36 -0700 Subject: [rt-users] msmtp setup woes (continued) In-Reply-To: References: Message-ID: What was the output - specifically the section I called out? On Mon, May 14, 2012 at 12:45 PM, Stephen J Alexander wrote: > The command line you specified just establishes a connection and it's > waiting for you to do something -- I think it's working as > designed.?Typically you'd pipe something from STDIN to create a message, or > use it as a backend for another > program.?http://msmtp.sourceforge.net/doc/msmtp.html?good luck :-) > > Regards, > > Stephen J Alexander > MPBX, LLC > http://mpbx.com > 832-713-6729 > > > > On Mon, May 14, 2012 at 2:38 PM, Scott Sjodin > wrote: >> >> Ok, so I found the right certificate, but when I run a test with msmtp -a >> default username at domain.com...it just hangs. Tried it with all three SSL >> ports (465, 587, 25) with the same result....what happens now? I can't >> troubleshoot without error messages... >> >> Thanks for everyone's assistance so far. >> >> >> On Sun, May 13, 2012 at 10:00 PM, Ram wrote: >>> >>> > From: Scott Sjodin >>> > Message-ID: >>> > >>> > ? >>> >>> > So I've got my msmtp setup (almost). It's running. I can telnet in to >>> > smtp.mydomain.com 587 and 25 and send over the creds (but not with 465) >>> > successfully. I can run openssl, with 465 I get the following: >>> > >>> > >>> > openssl s_client -CApath >>> > /etc/ssl/certs/Equifax_Secure_Certificate_Authority.cer -connect >>> > smtp.mydomain.com:465 >>> > >>> > Verify return code: 20 (unable to get local issuer certificate) >>> > >>> > When testing msmtp -a default username at domain.com I get the following >>> > results (with port numbers corresponding to changes in the msmtprc >>> > file) >>> > >>> > >>> > When I change up the port number to 587: >>> > >>> > msmtp: TLS certificate verification failed: the certificate is not >>> > trusted >>> > When I change up the port number to 25: >>> > msmtp: TLS certificate verification failed: the certificate is not >>> > trusted >>> > When I change up the port number to 465: >>> > msmtp: network read error: Connection reset by peer. >>> > >>> > My msmtprc file is listed below: >>> > >>> > defaults >>> > tls on >>> > tls_starttls on >>> > tls_trust_file /etc/ssl/certs/Equifax_Secure_Certificate_Authority.cer >>> > >>> > #this was downloaded direct from GeoTrust's website - >>> > #http://www.geotrust.com/resources/root-certificates/index.html >>> >>> I suspect the server does not have it's certificate installed properly >>> - specifically the intermediate or chain certificate is probably not >>> installed/configured. Ideally this would be fixed on the server side >>> but you can work around it by adding the correct chain certificate(s) >>> to the client trusted certificate list. >>> >>> As a test try going to that same port and dump the certificates it >>> offers up like so: >>> # openssl s_client -connect example.com.:443 >>> >>> You should see a section in the output like so: >>> --- >>> Certificate chain >>> ?0 s:/serialNumber=1234/C=US/O=example.com/OU=NoAuthFromUs/OU=See >>> someurl/cps (c)11/OU=Domain Control Validated - >>> RapidSSL(R)/CN=example.com >>> ? i:/C=US/O=GeoTrust, Inc./CN=RapidSSL CA >>> ?1 s:/C=US/O=GeoTrust, Inc./CN=RapidSSL CA >>> ? i:/C=US/O=GeoTrust Inc./CN=GeoTrust Global CA >>> ?2 s:/C=US/O=GeoTrust Inc./CN=GeoTrust Global CA >>> ? i:/C=US/O=Equifax/OU=Equifax Secure Certificate Authority >>> >>> >>> You should see three entries (0, 1, 2) though the names will be >>> different than above. If you only see two then the the chain >>> certificate is missing from the server. >>> >>> cheers >> >> > From ruz at bestpractical.com Mon May 14 15:49:55 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 14 May 2012 23:49:55 +0400 Subject: [rt-users] Reply To All and double emails. In-Reply-To: References: Message-ID: On Sat, May 12, 2012 at 12:46 PM, Fedor Gusev wrote: > Hello everyone. > > Some of our user push (who apparently use GMail, e.g. user1 at gmail.com) push > Reply To All button when replying to emails from RT (rt at example.com). > > The email from RT has a CC: user2 at somehost.com. So when user1 at gmail.com > pushes Reply To All in gmail interface, user2 at somehost.com get a email from > user1 at gmail.com. > At the same time a mail comes from rt at example.com. > > In the end user2 at somehost.com get TWO emails at once. > > Is there any way around this problem? Train your users. Hack notification action to put Ccs into Bccs, so users don't see other recipients and when they hit reply-all, only RT gets reply. > > -- > Kind regards, > Fedor Gusev. -- Best regards, Ruslan. From Albert.Shih at obspm.fr Mon May 14 16:20:07 2012 From: Albert.Shih at obspm.fr (Albert Shih) Date: Mon, 14 May 2012 22:20:07 +0200 Subject: [rt-users] SelfServices In-Reply-To: References: <20120514153934.GB11023@pcjas.obspm.fr> Message-ID: <20120514202007.GB11845@pcjas.obspm.fr> Le 14/05/2012 ? 23:27:32+0400, Ruslan Zakirov a ?crit > On Mon, May 14, 2012 at 7:39 PM, Albert Shih wrote: > > Hi all, > > > > > > Is it normal anyone (authenticate thought LDAP or RT account )in the > > selfservice can see any ticket in queue he have access ? > > > > How can I make the user can only see the tickets he submit or he in CC. > > Move ShowTicket right down to Privileged from Everyone and grant the > right to Requestor and Cc role. > Great thanks. Regards JAS -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: lun 14 mai 2012 22:19:37 CEST From rabin at isoc.org.il Tue May 15 03:00:27 2012 From: rabin at isoc.org.il (Rabin Yasharzadehe) Date: Tue, 15 May 2012 10:00:27 +0300 Subject: [rt-users] No drop-down for Articles in 4.0.5 In-Reply-To: References: Message-ID: I just finish doing this, use the documentation file @ /opt/rt4/docs/customizing/articles_introduction.pod when you create a CLASS mark the checkbox for "All Articles in this class should be listed in a dropdown of the ticket reply page" make sure you set the group permissions to allow users to see&use the article in the dropdown menu as well for the custum fields used in each article. *--- Rabin Yasharzadehe* On Mon, May 14, 2012 at 6:46 PM, Max McGrath wrote: > We just upgraded our test environment from 3.8.8 to 4.0.5. In 3.8.8, when > you resolved (or replied to, etc...) a ticket, we had the *Select an > Article to include* drop-down option that would use an Article from RTFM > and drop them right in the ticket. > > In 4.0.5, I am not seeing this option. When I'm resolving a ticket, I see > the *Search for Articles matching* and *Include Article:* options (which > I'm not exactly sure how to use either...), but no drop-downs. In each > Article class I have checked the *All Articles in this class should be > listed in a drop-down of the ticket reply page* option, but I am not > seeing them. > > I've checked in IE, Firefox and Chrome -- but no dropdown. Am I missing > something? I've checked the permissions -- I don't believe they are the > cause. > > Thanks! > -- > Max McGrath > Network Administrator > Carthage College > 262-552-5512 > mmcgrath at carthage.edu > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ptomblin at xcski.com Tue May 15 07:33:29 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Tue, 15 May 2012 07:33:29 -0400 Subject: [rt-users] Can't use html in ticket Create/Comment/Reply? Message-ID: I wanted to arrange some text in the Create data on a ticket I'm creating programmatically into a nice neat table, and so I created it as my $mimeObj = MIME::Entity->build( Type => 'text/html', Charset => 'UTF-8', 'Message-Id' => RT::Interface::Email::GenMessageId, Subject => "Change Request", Data => q?A Change Request has been submitted by RT Client1 ( ptomblin+rtclient1 at xcski.com) for the following users RT Client1 ( ptomblin+rtclient1 at xcski.com) RT Client2 ( ptomblin+rtclient2 at xcski.com) To make the following changes:
Add:Application 1 : Application One
Add:Application 2 : Application Two
Add:Application 3 : Application Three
Add:Mobile 1
?); and when I dump it using $mimeObj->stringify it still has the html in it, and I use that $mimeObj in the Ticket->Create, but when it shows up on the basic ticket display the html appears to have been stripped. I've also tried putting tags around it, and it doesn't help. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From jiten at cobite.com Tue May 15 07:52:03 2012 From: jiten at cobite.com (jiten) Date: Tue, 15 May 2012 07:52:03 -0400 Subject: [rt-users] no error on leaving mandatory custom fields empty on update Message-ID: <5ee40df0e69bd5f18ba85cbc80db9b53@cobite.com> I have a mandatory custom field. On create if I do not supply the value then I get an error and the ticket is not created. Thats great. But lets say that I supply the value "X" for this field on create and then later go in to update the ticket and make the custom field empty. At the same time I update some other fields and then try to save the changes. It saves all the other fields and reverts back the value of this field to "X" and shows warning messages. I would like it to give an error instead and not save any of the values. Is this possible and if so, how? From jiten at cobite.com Tue May 15 08:30:18 2012 From: jiten at cobite.com (Jiten Dedhia) Date: Tue, 15 May 2012 08:30:18 -0400 Subject: [rt-users] Setting up custom search for other users Message-ID: <4FB24C5A.1000006@cobite.com> I have created a custom search that appears on my "RT at a glance" page. I would like to a group of users "RT at a glance" page to have these searches without them having to go in and add these. Is there a way I (as an admin) specify searches that users see? -- Jiten Dedhia 212-937-5833 From mike.johnson at nosm.ca Tue May 15 13:19:19 2012 From: mike.johnson at nosm.ca (Mike Johnson) Date: Tue, 15 May 2012 13:19:19 -0400 Subject: [rt-users] IE9 Compatibility needed to copy/paste Message-ID: Hi all, One of my users is copy/pasting from a word document, that I guess has some sort of characters that RT does not like. When they copy/paste into RT, a pop up comes up to say to copy/paste into this window instead. It looks like that window cleans the text. If I do this in IE9, the pop up window doesn't actually work, the webpage is essentially stuck until I hit the back button to get to the state prior to that popup coming up. When I put IE9 in IE8 browser mode, it works as intended. The problem I have... My users are copying bits and pieces of a word document that is stored on a Sharepoint site. So they need to use IE9 for ease of use... but IE9 doesn't stay in compatibility mode, which means they have to set that each time they visit RT. Is there anything anyone can think of that doesn't involve a major change to them, but could fix this problem? Thanks! Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.johnson at nosm.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Tue May 15 13:19:46 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Tue, 15 May 2012 10:19:46 -0700 Subject: [rt-users] Setting up custom search for other users In-Reply-To: <4FB24C5A.1000006@cobite.com> References: <4FB24C5A.1000006@cobite.com> Message-ID: Jiten, You make sure that you have granted all the rights you want the group to have for searches to that group, then all members of the group will have this search available to them. I do this on a Global level, that way Privileged Users automatically get these rights when they are in a group and a search is created by someone in that group they are a member of. Kenn On Tue, May 15, 2012 at 5:30 AM, Jiten Dedhia wrote: > I have created a custom search that appears on my "RT at a glance" page. I > would like to a group of users "RT at a glance" page to have these searches > without them having to go in and add these. > > Is there a way I (as an admin) specify searches that users see? > > -- > Jiten Dedhia > 212-937-5833 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From aprilr at yelp.com Tue May 15 15:05:24 2012 From: aprilr at yelp.com (April Rosenberg) Date: Tue, 15 May 2012 12:05:24 -0700 Subject: [rt-users] Show a Queue's description instead of its name... Message-ID: <98a549b7b635fda4d314cad019abd472@mail.gmail.com> Good Morning, I have been setting up some new queue?s in our RT instance as multiple departments will use this. I wanted to use names like IT_Helpdesk and HR_Inbound for my queues, but that is a little unfriendly for my users. I was wonder if there was a way to change which name is displayed when the queue name is displayed, if it can use the description? I found, http://www.dice.inf.ed.ac.uk/units/user_support/docs/rt/rt-mods.html#QL1, but that seems to be about an older build and not complete. I am using 4.0.5. Has anyone done this? Thanks! April -------------- next part -------------- An HTML attachment was scrubbed... URL: From luciano at cpd.ufrgs.br Tue May 15 15:37:16 2012 From: luciano at cpd.ufrgs.br (Luciano Ernesto da Silva) Date: Tue, 15 May 2012 16:37:16 -0300 Subject: [rt-users] Help with local custom login x javascript Message-ID: <87C8AADF9E20C14C811B0AFA1747DA5420CEA4@filipides> Hello, An early time ago, I made motifications on ExternalAUTH LDAP to be possible autenticate using numeric uids users. For example, the numeric uid 001236456 can authenticate from a LDAP server. In the RT side it has a real id user with A00123456. The mofication makes a concat a word in front uid and its ok for RT and LDAP. Now I'm trying remove the need of the user put all numeric numbers on login. This a local motification, or callback. I have many users in format 00123456, and would be nice for them put only "123456" without the zeros. We adjusted a javascript function for that. I made a copy of Elements/Login for local customizations. In Login elemnt i modified this around line 105(RT 4.0.2.):
My javascript function(inside Login), that checks if the numeric matchs 8 length. If not, put more 0 to complete: function formatUIDnumber(UID,sizeOK){ if IsNumeric(UID.value){ newUID = UID.value; zeros = ''; var i = newUID.length; if(newUID.length==sizeOK) return; else { for(i; i Hi guys, I know I've lurked on the list for years, but I've never really ever had a problem with RT. Until now, I've been asked to change the domain name for an RT instance, and I'm thinking, this is going to be a bad day! Does anyone have any advice if this is possible? Thanks, -- Mister Guru From senior.unix at gmail.com Tue May 15 18:21:31 2012 From: senior.unix at gmail.com (senior.unix) Date: Tue, 15 May 2012 18:21:31 -0400 Subject: [rt-users] RT-4.0.5 : Can't do Simple Search on Articles In-Reply-To: <20120507214614.GG8185@jibsheet.com> References: <33763539.post@talk.nabble.com> <20120507214614.GG8185@jibsheet.com> Message-ID: When I login to RT 3.8.8 I find myself at the "RT at a glance". From here I click on 'RTFM' to the left and I have a Search area and a button that allows me to do a Simple Search on all my RTFM articles. Maybe on RT 4.0.5 it has changed but for the life of I cannot find it. Scott On May 7, 2012, at 5:46 PM, Kevin Falcone wrote: > On Mon, May 07, 2012 at 09:35:34AM -0700, UnixMan wrote: >> >> In RT-3.8.8 we could do simple search on the RTFM articles, but, in RT-4.0.5 >> we cannot. > > It should still exist, you're going to need to tell us more about what > pages it appeared on in 3.8 that it doesn't appear on in 4.0 > >> Also I noticed the test RT-4.0.5 instance on Best Practical's website that >> RTFM is included in the "Home" Pulldown but ours is not. > > That's a dashboard, click on it, it'll take you to a list of tickets > about RTFM (You'll note the URL > http://issues.bestpractical.com/Dashboards/5715/RTFM) > > -kevin From rtusers-20090205 at billmail.scconsult.com Tue May 15 18:35:57 2012 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Tue, 15 May 2012 18:35:57 -0400 Subject: [rt-users] If I change domain name, how screwed am I? In-Reply-To: <52125D50-D9D2-42C3-ADAE-EB867331FD7D@gmx.com> References: <52125D50-D9D2-42C3-ADAE-EB867331FD7D@gmx.com> Message-ID: On 15 May 2012, at 16:32, Mister IT Guru wrote: > Hi guys, > > I know I've lurked on the list for years, but I've never really ever > had a problem with RT. Until now, I've been asked to change the domain > name for an RT instance, and I'm thinking, this is going to be a bad > day! Does anyone have any advice if this is possible? It should work just fine. We routinely dump our production DB and reload it into our test server and don't get breakage. It's all about getting RT_SiteConfig.pm right. The settings that you are likely to need to change are Organization, RTAddressRegexp, SendmailArguments, CorrespondAddress, CommentAddress, WebDomain, and rtname. Or maybe just a few if you've parameterized some of those from rtname or Organization. From ptomblin at xcski.com Wed May 16 09:25:52 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Wed, 16 May 2012 09:25:52 -0400 Subject: [rt-users] Actions + Templates Message-ID: Can I build a string in an Action and access it somehow in the template? Can the template call a sub or access a variable from the Action? -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From giles at coochey.net Wed May 16 11:20:07 2012 From: giles at coochey.net (Giles Coochey) Date: Wed, 16 May 2012 16:20:07 +0100 Subject: [rt-users] Getting Request Tracker to stick to HTTPS Message-ID: <4FB3C5A7.5050205@coochey.net> I have the following set up: Clients --> Squid SSL Offload / Caching Reverse Proxy (HTTPS--->HTTP) --> Apache Routing Proxy (HTTP) --> RT (HTTP) RT (v4.0.5) itself is configured for HTTPS: Set($WebDomain, 'www.domain.net'); Set($WebPath, '/ticket'); Set($WebPort, 443); On going to Tools --> Configuration --> System Config I see that WebBaseURL is correctly listed as https://www.domain.net So if I navigate to https://www.domain.net/ticket/ and Login then next page reverts to http... What do you think I might be missing?? How can I force RT to HTTPS? -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4928 bytes Desc: S/MIME Cryptographic Signature URL: From ptomblin at xcski.com Wed May 16 11:24:05 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Wed, 16 May 2012 11:24:05 -0400 Subject: [rt-users] Getting Request Tracker to stick to HTTPS In-Reply-To: <4FB3C5A7.5050205@coochey.net> References: <4FB3C5A7.5050205@coochey.net> Message-ID: In RT_Config, it looks like you shouldn't even have to specify WebBaseURL - it appears to look to see if WebPort is 443 and changes it to https accordingly. On Wed, May 16, 2012 at 11:20 AM, Giles Coochey wrote: > I have the following set up: > > Clients --> Squid SSL Offload / Caching Reverse Proxy (HTTPS--->HTTP) --> > Apache Routing Proxy (HTTP) --> RT (HTTP) > > RT (v4.0.5) itself is configured for HTTPS: > > Set($WebDomain, 'www.domain.net'); > Set($WebPath, '/ticket'); > Set($WebPort, 443); > > On going to Tools --> Configuration --> System Config I see that > > WebBaseURL is correctly listed as https://www.domain.net > > So if I navigate to https://www.domain.net/ticket/ > > and Login then next page reverts to http... > > What do you think I might be missing?? > > How can I force RT to HTTPS? > -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From ptomblin at xcski.com Wed May 16 11:26:05 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Wed, 16 May 2012 11:26:05 -0400 Subject: [rt-users] Getting Request Tracker to stick to HTTPS In-Reply-To: References: <4FB3C5A7.5050205@coochey.net> Message-ID: Further reading in RT_Config suggests you may need to look at this: =item C<$CanonicalizeRedirectURLs> Set C<$CanonicalizeRedirectURLs> to 1 to use C<$WebURL> when redirecting rather than the one we get from C<%ENV>. Apache's UseCanonicalName directive changes the hostname that RT finds in C<%ENV>. You can read more about what turning it On or Off means in the documentation for your version of Apache. If you use RT behind a reverse proxy, you almost certainly want to enable this option. =cut Set($CanonicalizeRedirectURLs, 0); On Wed, May 16, 2012 at 11:24 AM, Paul Tomblin wrote: > In RT_Config, it looks like you shouldn't even have to specify > WebBaseURL - it appears to look to see if WebPort is 443 and changes > it to https accordingly. > > > On Wed, May 16, 2012 at 11:20 AM, Giles Coochey wrote: >> I have the following set up: >> >> Clients --> Squid SSL Offload / Caching Reverse Proxy (HTTPS--->HTTP) --> >> Apache Routing Proxy (HTTP) --> RT (HTTP) >> >> RT (v4.0.5) itself is configured for HTTPS: >> >> Set($WebDomain, 'www.domain.net'); >> Set($WebPath, '/ticket'); >> Set($WebPort, 443); >> >> On going to Tools --> Configuration --> System Config I see that >> >> WebBaseURL is correctly listed as https://www.domain.net >> >> So if I navigate to https://www.domain.net/ticket/ >> >> and Login then next page reverts to http... >> >> What do you think I might be missing?? >> >> How can I force RT to HTTPS? >> > > > > -- > http://www.linkedin.com/in/paultomblin > http://careers.stackoverflow.com/ptomblin -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From giles at coochey.net Wed May 16 11:26:32 2012 From: giles at coochey.net (Giles Coochey) Date: Wed, 16 May 2012 16:26:32 +0100 Subject: [rt-users] Getting Request Tracker to stick to HTTPS In-Reply-To: References: <4FB3C5A7.5050205@coochey.net> Message-ID: <4FB3C728.70301@coochey.net> On 16/05/2012 16:24, Paul Tomblin wrote: > In RT_Config, it looks like you shouldn't even have to specify > WebBaseURL - it appears to look to see if WebPort is 443 and changes > it to https accordingly. Yes, it is doing that automatically (I have not specified WebBaseURL). But it reverts me to http after logging in via https > > On Wed, May 16, 2012 at 11:20 AM, Giles Coochey wrote: >> I have the following set up: >> >> Clients --> Squid SSL Offload / Caching Reverse Proxy (HTTPS--->HTTP) --> >> Apache Routing Proxy (HTTP) --> RT (HTTP) >> >> RT (v4.0.5) itself is configured for HTTPS: >> >> Set($WebDomain, 'www.domain.net'); >> Set($WebPath, '/ticket'); >> Set($WebPort, 443); >> >> On going to Tools --> Configuration --> System Config I see that >> >> WebBaseURL is correctly listed as https://www.domain.net >> >> So if I navigate to https://www.domain.net/ticket/ >> >> and Login then next page reverts to http... >> >> What do you think I might be missing?? >> >> How can I force RT to HTTPS? >> > > -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4928 bytes Desc: S/MIME Cryptographic Signature URL: From giles at coochey.net Wed May 16 11:30:04 2012 From: giles at coochey.net (Giles Coochey) Date: Wed, 16 May 2012 16:30:04 +0100 Subject: [rt-users] Getting Request Tracker to stick to HTTPS In-Reply-To: References: <4FB3C5A7.5050205@coochey.net> Message-ID: <4FB3C7FC.4070800@coochey.net> On 16/05/2012 16:26, Paul Tomblin wrote: > Further reading in RT_Config suggests you may need to look at this: > > =item C<$CanonicalizeRedirectURLs> > > Set C<$CanonicalizeRedirectURLs> to 1 to use C<$WebURL> when > redirecting rather than the one we get from C<%ENV>. > > Apache's UseCanonicalName directive changes the hostname that RT > finds in C<%ENV>. You can read more about what turning it On or Off > means in the documentation for your version of Apache. > > If you use RT behind a reverse proxy, you almost certainly want to > enable this option. > > =cut > > Set($CanonicalizeRedirectURLs, 0); > > Thanks!!! Just tried it and that looks a lot more promising. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4928 bytes Desc: S/MIME Cryptographic Signature URL: From paul.twigg at neostreamtech.com Wed May 16 11:34:29 2012 From: paul.twigg at neostreamtech.com (Paul Twigg) Date: Wed, 16 May 2012 15:34:29 +0000 Subject: [rt-users] Ticket Communication / Email Message-ID: In RT, on a ticket, I will hit the reply button to reply ticket. Generally the user who initiated the ticket will then reply to that message. RT picks up that reply and attaches it to the original ticket, but I have no way of seeing that a reply was received in RT. Is there a way I can configure RT to make a ticket go bold or for something to change in the UI when a new message is received on a ticket? Thanks Paul Twigg [Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: C:\Users\lindy.brecknock\Desktop\LinkedIn button w reflection no background.png][cid:image003.png at 01CD3347.17375810] PAUL TWIGG DIRECTOR, ENERGYPLAZA(tm) AND MANAGED SERVICES paul.twigg at neostreamtech.com www.neostreamtech.com NeoStream Technologies Inc. Suite 600, 800 - 6 Ave SW Calgary AB Canada T2P3G3 Direct (587) 794-4864 Main (403) 245-6625 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 2230 bytes Desc: image001.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.png Type: image/png Size: 1353 bytes Desc: image002.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image003.png Type: image/png Size: 44451 bytes Desc: image003.png URL: From Darin.Perusich at ctg.com Wed May 16 12:27:08 2012 From: Darin.Perusich at ctg.com (Darin Perusich) Date: Wed, 16 May 2012 16:27:08 +0000 Subject: [rt-users] Getting Request Tracker to stick to HTTPS In-Reply-To: <4FB3C5A7.5050205@coochey.net> References: <4FB3C5A7.5050205@coochey.net> Message-ID: <4FB3D55D.60407@ctg.com> On 05/16/2012 11:20 AM, Giles Coochey wrote: > > How can I force RT to HTTPS? > Have you tried use mod_rewrite to rewrite the all traffic for that virtual host to https? Stubs of the config's for your RT virtual host. They http vhost only needs to have the basic's defined, the rewrite rules will push everything to https. ... ... RewriteEngine On RewriteCond %{SERVER_PORT} !^443$ RewriteRule ^/(.*) https://%{SERVER_NAME}/$1 [L,R=301] ... ... Order allow,deny Allow from all SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /usr/sbin/rt-server use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/sbin/rt-server"); ... ... -- Darin Perusich Email: Darin.Perusich at ctg.com Office: 716-888-3690 The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you are not the intended recipient of this message, please contact the sender and delete this material from this computer. From brennanma at gmail.com Wed May 16 12:50:02 2012 From: brennanma at gmail.com (Matt Brennan) Date: Wed, 16 May 2012 12:50:02 -0400 Subject: [rt-users] Getting Request Tracker to stick to HTTPS In-Reply-To: <4FB3C5A7.5050205@coochey.net> References: <4FB3C5A7.5050205@coochey.net> Message-ID: This is how I do this. In my RT_SiteConfig.pm I have: Set($WebBaseURL, 'https://' . RT->Config->Get('WebDomain') ); All traffic on my RT instance is done via HTTPS. I also have an Apache rewrite rule in case someone navigates to HTTP instead (as users often do). HTH, -Matt On Wed, May 16, 2012 at 11:20 AM, Giles Coochey wrote: > I have the following set up: > > Clients --> Squid SSL Offload / Caching Reverse Proxy (HTTPS--->HTTP) --> > Apache Routing Proxy (HTTP) --> RT (HTTP) > > RT (v4.0.5) itself is configured for HTTPS: > > Set($WebDomain, 'www.domain.net'); > Set($WebPath, '/ticket'); > Set($WebPort, 443); > > On going to Tools --> Configuration --> System Config I see that > > WebBaseURL is correctly listed as https://www.domain.net > > So if I navigate to https://www.domain.net/ticket/ > > and Login then next page reverts to http... > > What do you think I might be missing?? > > How can I force RT to HTTPS? > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From giles at coochey.net Wed May 16 13:05:18 2012 From: giles at coochey.net (Giles Coochey) Date: Wed, 16 May 2012 18:05:18 +0100 Subject: [rt-users] Getting Request Tracker to stick to HTTPS In-Reply-To: <4FB3D55D.60407@ctg.com> References: <4FB3C5A7.5050205@coochey.net> <4FB3D55D.60407@ctg.com> Message-ID: <4FB3DE4E.3060702@coochey.net> On 16/05/2012 17:27, Darin Perusich wrote: > On 05/16/2012 11:20 AM, Giles Coochey wrote: >> How can I force RT to HTTPS? >> > Have you tried use mod_rewrite to rewrite the all traffic for that > virtual host to https? > > Stubs of the config's for your RT virtual host. They http vhost only > needs to have the basic's defined, the rewrite rules will push > everything to https. > > > ... > ... > RewriteEngine On > RewriteCond %{SERVER_PORT} !^443$ > RewriteRule ^/(.*) https://%{SERVER_NAME}/$1 [L,R=301] > > > > ... > ... > > Order allow,deny > Allow from all > SetHandler modperl > PerlResponseHandler Plack::Handler::Apache2 > PerlSetVar psgi_app /usr/sbin/rt-server > > > > use Plack::Handler::Apache2; > Plack::Handler::Apache2->preload("/usr/sbin/rt-server"); > > ... > ... > > I can't do that, the actual RT Apache Server runs on port 80, so the rewrite condition is always false. The Reverse Proxy Director runs on port 8080 The Squid SSL-offload caching proxy runs on 443 & 80 So RT needed to act as if it was running on 443, but it didn't do any SSL itself. The problem seemed to be this setting, as mentioned by Paul. Set($CanonicalizeRedirectURLs, 1); Now it appears to work. If I wanted to do what you suggested I'd need to do the equivalent in Squid config, I think. Also, I don't mind it being available on HTTP, I just don't want it bouncing back to HTTP if I log in with HTTPS. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4928 bytes Desc: S/MIME Cryptographic Signature URL: From steve.anderson at bipsolutions.com Wed May 16 13:10:20 2012 From: steve.anderson at bipsolutions.com (Steve Anderson) Date: Wed, 16 May 2012 18:10:20 +0100 Subject: [rt-users] Getting Request Tracker to stick to HTTPS In-Reply-To: <4FB3DE4E.3060702@coochey.net> References: <4FB3C5A7.5050205@coochey.net> <4FB3D55D.60407@ctg.com> <4FB3DE4E.3060702@coochey.net> Message-ID: <908F422BFF5644469F0FFFBDB3214E1613C3056443@PEMEXMBXVS04.jellyfishnet.co.uk.local> https://en.wikipedia.org/wiki/HTTP_Strict_Transport_Security Might be of interest, if your regular users use firefox, Chrome or Opera. The other option: Set up another virtual host on the apache box that only serves a redirect to the https side. On the proxy, direct port 80 to that one, and leave 443 pointing at the RT instance. If the proxy supports such, at least. Steve Anderson -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Giles Coochey Sent: 16 May 2012 18:05 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Getting Request Tracker to stick to HTTPS On 16/05/2012 17:27, Darin Perusich wrote: > On 05/16/2012 11:20 AM, Giles Coochey wrote: >> How can I force RT to HTTPS? >> > Have you tried use mod_rewrite to rewrite the all traffic for that > virtual host to https? > > Stubs of the config's for your RT virtual host. They http vhost only > needs to have the basic's defined, the rewrite rules will push > everything to https. > > > ... > ... > RewriteEngine On > RewriteCond %{SERVER_PORT} !^443$ > RewriteRule ^/(.*) https://%{SERVER_NAME}/$1 [L,R=301] > > > > ... > ... > > Order allow,deny > Allow from all > SetHandler modperl > PerlResponseHandler Plack::Handler::Apache2 > PerlSetVar psgi_app /usr/sbin/rt-server > > > > use Plack::Handler::Apache2; > Plack::Handler::Apache2->preload("/usr/sbin/rt-server"); > > ... > ... > > I can't do that, the actual RT Apache Server runs on port 80, so the rewrite condition is always false. The Reverse Proxy Director runs on port 8080 The Squid SSL-offload caching proxy runs on 443 & 80 So RT needed to act as if it was running on 443, but it didn't do any SSL itself. The problem seemed to be this setting, as mentioned by Paul. Set($CanonicalizeRedirectURLs, 1); Now it appears to work. If I wanted to do what you suggested I'd need to do the equivalent in Squid config, I think. Also, I don't mind it being available on HTTP, I just don't want it bouncing back to HTTP if I log in with HTTPS. ______________________________________________ This email has been scanned by Westcoastcloud. http://www.westcoastcloud.co.uk/ BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. In order to improve the quality of the service we offer, calls may be recorded for quality management and training purposes. **************************************************************************** This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. **************************************************************************** From ptomblin at xcski.com Wed May 16 13:34:36 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Wed, 16 May 2012 13:34:36 -0400 Subject: [rt-users] Don't do default actions? Message-ID: If I don't want a default Scrip to run on a particular queue, is there a way to stop it? The only way I've found so far is to make a Overlay that checks the queue, and either returns 0 or calls SUPER::IsApplicable. Is that the best way? -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From chris at thetrafalgartravel.com Wed May 16 16:34:44 2012 From: chris at thetrafalgartravel.com (Chris Preston) Date: Wed, 16 May 2012 15:34:44 -0500 Subject: [rt-users] Un deleting tickets In-Reply-To: References: <0c7101cd23cb$eb462b30$0601a8c0@chrisp> Message-ID: <066001cd33a3$56465c70$0601a8c0@chrisp> You spoke of transaction tables, what would be the name of the table. Why would I delete it if I want to keep the transaction, do you mean to change the status in that table also back to new or actually delete the transactions -----Original Message----- From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Monday, April 30, 2012 9:07 AM To: Chris Preston Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Un deleting tickets On Thu, Apr 26, 2012 at 20:44, Chris Preston wrote: > Hello all, > > I had set the status to deleted for thousands of records in a particular > queue.? I have now found out that we still need them.? So I went into the > tickets table and updated the records that were set to deleted and put them > to new.? I also changed the date of a tickets and set it to an earlier date. > > > > Is this all that I needed to do or what does the system actually do when a > record is set to deleted. RT also records Status change in Transactions table. You may want to delete those records. -- Best regards, Ruslan. ----- No virus found in this message. Checked by AVG - www.avg.com Version: 2012.0.1913 / Virus Database: 2411/4969 - Release Date: 04/30/12 From jim.h.berry at frb.gov Wed May 16 17:25:26 2012 From: jim.h.berry at frb.gov (jim.h.berry at frb.gov) Date: Wed, 16 May 2012 17:25:26 -0400 Subject: [rt-users] Problems with 4.0.5: printing some pages; emailing dashboards Message-ID: <20120516212527.506BD2C4545@ibastion.frb.gov> Hi List After moving from v4.0.4 to 4.0.5 (Linux server, windows browser) we noticed the following 2 new issues: When printing certain pages, nothing will be shown below the H1 title. This was seen both with Firefox and IE We see the issue with "Query Builder", "Modify the user xxx", "Modify the content of dashboard ...", "Modify the subscription to dashboard ...", and search results which include a chart. There does not seem to be any problem printing dashboards and chart-free search results. When emailing dashboards, our Lotus Notes email client is a bit upset with the JavaScript. and issues obnoxious warnings ("jQuery is not defined"). Long dashboards are truncated when displayed. Even if a short dashboard is displayed correctly we cannot forward it from Lotus Notes. Also, the dashboard lost its color. Our other mailers are plain text, and don't seem to mind. To be sure, these are not major issues, but are enough of a nuisance that we may need to revert to v4.0.4. Thanks for any suggestions, or let me know if you need more details. Jim Berry -------------- next part -------------- An HTML attachment was scrubbed... URL: From JThuau at spacex.com Wed May 16 17:42:12 2012 From: JThuau at spacex.com (Joachim Thuau) Date: Wed, 16 May 2012 21:42:12 +0000 Subject: [rt-users] Un deleting tickets In-Reply-To: <066001cd33a3$56465c70$0601a8c0@chrisp> Message-ID: Chris, You probably should have searched for "status=deleted" and find the ticket you wanted to bring back those (bulk update for example). With the actual DB change underneath, I'm not sure if this would actually work? Jok -- | Joachim Thuau | IT Systems Engineer - Linux / SpaceX | | Cell: 310-890-7937 | Office: 310-363-6153 | On 5/16/12 1:34 PM, "Chris Preston" wrote: >You spoke of transaction tables, what would be the name of the table. Why >would I delete it if I want to keep the transaction, do you mean to change >the status in that table also back to new or actually delete the >transactions > >-----Original Message----- >From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf >Of Ruslan Zakirov >Sent: Monday, April 30, 2012 9:07 AM >To: Chris Preston >Cc: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Un deleting tickets > >On Thu, Apr 26, 2012 at 20:44, Chris Preston > wrote: >> Hello all, >> >> I had set the status to deleted for thousands of records in a particular >> queue. I have now found out that we still need them. So I went into >>the >> tickets table and updated the records that were set to deleted and put >them >> to new. I also changed the date of a tickets and set it to an earlier >date. >> >> >> >> Is this all that I needed to do or what does the system actually do >>when a >> record is set to deleted. > >RT also records Status change in Transactions table. You may want to >delete those records. > > >-- >Best regards, Ruslan. >----- >No virus found in this message. >Checked by AVG - www.avg.com >Version: 2012.0.1913 / Virus Database: 2411/4969 - Release Date: 04/30/12 > From William.Albertson at sgs.com Wed May 16 19:31:08 2012 From: William.Albertson at sgs.com (Albertson, William (Rancho Cordova)) Date: Wed, 16 May 2012 19:31:08 -0400 Subject: [rt-users] RT4.0.5 article creation- classes and topic nesting Message-ID: <13752_1337210349_4FB435ED_13752_12472_1_64398484854CB94C925C5263F7A9413E6FD9978203@exdresmbsgs019.EQ1SGS.local> Howdy, I haven't found a lot of information about creating articles under RT4.0.5 with nested topics. I've recently installed this application, so I'm also not an expert. I'm not sure if I would be better served by instead setting up a wiki, and then just linking article items instead. Here is the problem: I've created the class "Ops" for articles. This is the name of our group of staff. We are setting permissions for editing "Ops" related articles here. Also, there are other groups to be considered- this installation isn't just for "Ops". There will be other teams with their own articles. Next, I created a tree of topics. Let's say "Systems" and "Networks". Subtopics under "Systems" are "Hosts", and then other overview topics like "Backups". Under "Hosts" are going to be articles containing host specific info, like a manifest article for backupsrv01, and another article for warranty information. Then I get into article creation. I created a couple of custom fields called "Body" [wikitext] "IP Address" [ip address] and "Attachment" [one upload]. The problem I run into is that RT doesn't seem to differentiate between different topic custom fields within a class's sub-topics. I need to display IP address information for "hosts" articles, but don't need to see that field for an explanation on our backup system. Am I putting the cart before the horse for managing different article formats? It seems that the Articles feature of RT is limited to exactly one type of article format per class, regardless of how many sub-topics you have underneath that class. From my testing, I would have to create a class for every single article format type that I wish to use (host manifest, host warranty, service overview would now all be classes), which wouldn't work well with having nested topics underneath. Then, my users would have to search for general keywords, because now they would not be able to drill down nested topics easily for topic specific information. Instead of drilling down through "Ops -> Systems -> Hosts -> Warranties", they would have to know to select the class "Warranties" to browse for host warranties, or know what keywords to search for. The last two options aren't very desirable. Classes make up the root of Article topic trees, but I can't customize articles in topic sub-trees. That seems very wasteful, so I'm guessing that I'm missing something here. I looked up templates, but that seems to be related to ticket fields (see, I'm an RT novice here, really). As I've read what few docs there are for the RT4.0.5 Articles feature, I would appreciate a kind explanation on how article forms, custom fields and topic nesting are *intended* to work. At this point, I'm not sure if I need to either completely change how I am structuring articles in RT, or I if I should instead install a wiki/dms and point topic related article related items to that as links. ? William "Bill" Albertson Information in this email and any attachments is confidential and intended solely for the use of the individual(s) to whom it is addressed or otherwise directed. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the Company. Finally, the recipient should check this email and any attachments for the presence of viruses. The Company accepts no liability for any damage caused by any virus transmitted by this email. All SGS services are rendered in accordance with the applicable SGS conditions of service available on request and accessible at http://www.sgs.com/en/Terms-and-Conditions.aspx From jwbensley at gmail.com Thu May 17 05:05:12 2012 From: jwbensley at gmail.com (James Bensley) Date: Thu, 17 May 2012 10:05:12 +0100 Subject: [rt-users] Installing RT 4.0.5 on Ubuntu 10.04 Message-ID: Hi RT Users; I have RT 3.6.5 installed on an Ubuntu Server 8.04 box. It was installed via the package manager and 3.6.5 it the newest version available within the package manager. I would like to upgrade RT so moving to 4.0.5, the latest version, seems like the most optimal choice to me. I must keep all existing data though, otherwise it would be a pointless exercise for me. So my questions to you knowledgeable folks are as follows; Can 3.6.5 on Ubuntu 8.04 be updated to 4.0.5? I assume it would be best to set up a new instance of RT and I have an Ubuntu Server 10.04 box to hand so I could install 4.0.5 there. Once done, can the data from 3.6.4 be migrated across so I can continue as normal? Also, I can't find any good reference on line to people running 4.0.5 on Ubuntu Server 10.04 (and the Wiki is out dated), is anyone doing this? Did you compile from source? Looking at my package manager 3.8 is the available version. Many thanks for your time all. James. From michele.pinassi at unisi.it Thu May 17 07:37:00 2012 From: michele.pinassi at unisi.it (Michele Pinassi) Date: Thu, 17 May 2012 13:37:00 +0200 Subject: [rt-users] Reply to requestor don't send any email ! Message-ID: <4FB4E2DC.6050904@unisi.it> Hi, as in subject, my RT doesn't send any e-mail when i add a reply to a ticket. E-mails will be sent on ticket create and ticket close, so mail system is working as expected. Why ? Thanks, Michele -- Michele Pinassi Responsabile Telefonia di Ateneo Servizio Reti, Sistemi e Sicurezza Informatica - Universit? degli Studi di Siena tel: 0577.(23)2169 - fax: 0577.(23)2053 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 262 bytes Desc: OpenPGP digital signature URL: From ruz at bestpractical.com Thu May 17 08:31:11 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 17 May 2012 16:31:11 +0400 Subject: [rt-users] Installing RT 4.0.5 on Ubuntu 10.04 In-Reply-To: References: Message-ID: On Thu, May 17, 2012 at 1:05 PM, James Bensley wrote: > Hi RT Users; > > I have RT 3.6.5 installed on an Ubuntu Server 8.04 box. It was > installed via the package manager and 3.6.5 it the newest version > available within the package manager. I would like to upgrade RT so > moving to 4.0.5, the latest version, seems like the most optimal > choice to me. I must keep all existing data though, otherwise it would > be a pointless exercise for me. > > So my questions to you knowledgeable folks are as follows; > > Can 3.6.5 on Ubuntu 8.04 be updated to 4.0.5? I assume it would be > best to set up a new instance of RT and I have an Ubuntu Server 10.04 > box to hand so I could install 4.0.5 there. Once done, can the data > from 3.6.4 be migrated across so I can continue as normal? Yes. It can. You install 4.0.x. Replace new empty DB with your old data. Perform all upgrading steps following regular RT's documentation, but keep in mind that paths and a few things are different from vanilla RT. Dominic may have some comments. I'm not sure if .deb package preserve etc/upgrade dir somewhere in the system. > Also, I can't find any good reference on line to people running 4.0.5 > on Ubuntu Server 10.04 (and the Wiki is out dated), is anyone doing > this? Did you compile from source? Looking at my package manager 3.8 > is the available version. Yes. People run recent versions from packages on Ubuntu. It was discussed a few days ago with references from maintainer of deb packages. http://www.gossamer-threads.com/lists/rt/users/110028?search_string=ubuntu%204.0.5;#110028 > Many thanks for your time all. > > James. -- Best regards, Ruslan. From ruz at bestpractical.com Thu May 17 08:34:08 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 17 May 2012 16:34:08 +0400 Subject: [rt-users] Un deleting tickets In-Reply-To: <066001cd33a3$56465c70$0601a8c0@chrisp> References: <0c7101cd23cb$eb462b30$0601a8c0@chrisp> <066001cd33a3$56465c70$0601a8c0@chrisp> Message-ID: On Thu, May 17, 2012 at 12:34 AM, Chris Preston wrote: > You spoke of transaction tables, what would be the name of the table. ?Why > would I delete it if I want to keep the transaction, do you mean to change > the status in that table also back to new or actually delete the > transactions The table is called "Transactions". You don't delete the table. Take a look at the table and probably you'll get what I ment. > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf > Of Ruslan Zakirov > Sent: Monday, April 30, 2012 9:07 AM > To: Chris Preston > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Un deleting tickets > > On Thu, Apr 26, 2012 at 20:44, Chris Preston > wrote: >> Hello all, >> >> I had set the status to deleted for thousands of records in a particular >> queue.? I have now found out that we still need them.? So I went into the >> tickets table and updated the records that were set to deleted and put > them >> to new.? I also changed the date of a tickets and set it to an earlier > date. >> >> >> >> Is this all that I needed to do or what does the system actually do when a >> record is set to deleted. > > RT also records Status change in Transactions table. You may want to > delete those records. > > > -- > Best regards, Ruslan. > ----- > No virus found in this message. > Checked by AVG - www.avg.com > Version: 2012.0.1913 / Virus Database: 2411/4969 - Release Date: 04/30/12 > -- Best regards, Ruslan. From ruz at bestpractical.com Thu May 17 08:47:35 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 17 May 2012 16:47:35 +0400 Subject: [rt-users] Getting Request Tracker to stick to HTTPS In-Reply-To: References: <4FB3C5A7.5050205@coochey.net> Message-ID: On Wed, May 16, 2012 at 8:50 PM, Matt Brennan wrote: > This is how I do this. In my RT_SiteConfig.pm I have: > > Set($WebBaseURL, > ? ? 'https://' > ? ? . RT->Config->Get('WebDomain') > ); > > All traffic on my RT instance is done via HTTPS. I also have an Apache > rewrite rule in case someone navigates to HTTP instead (as users often do). You don't need this. WebDomain, WebPort and WebPath is enough in most cases. As documentation in versions says you set WebBaseURL or other options only in very specific cases, for example when you want to server RT over HTTPS from port 10000. Topic starter needs CanonicalizeRedirectURLs option. He uses reverse proxy. By default for redirects RT guesses a few bits from ENV variables (set by web server). This allows you to run the same RT instance with multiple entry points. However, if you have something in front of RT then this guessing doesn't work. > HTH, > -Matt > > On Wed, May 16, 2012 at 11:20 AM, Giles Coochey wrote: >> >> I have the following set up: >> >> Clients --> Squid SSL Offload / Caching Reverse Proxy (HTTPS--->HTTP) --> >> Apache Routing Proxy (HTTP) --> RT (HTTP) >> >> RT (v4.0.5) itself is configured for HTTPS: >> >> Set($WebDomain, 'www.domain.net'); >> Set($WebPath, '/ticket'); >> Set($WebPort, 443); >> >> On going to Tools --> Configuration --> System Config I see that >> >> WebBaseURL is correctly listed as https://www.domain.net >> >> So if I navigate to https://www.domain.net/ticket/ >> >> and Login then next page reverts to http... >> >> What do you think I might be missing?? >> >> How can I force RT to HTTPS? >> > -- Best regards, Ruslan. From giles at coochey.net Thu May 17 09:22:26 2012 From: giles at coochey.net (Giles Coochey) Date: Thu, 17 May 2012 14:22:26 +0100 Subject: [rt-users] Getting Request Tracker to stick to HTTPS In-Reply-To: References: <4FB3C5A7.5050205@coochey.net> Message-ID: <43a975d9e3b4fbebcb966f717314f7ae@imap.netsecspec.co.uk> On 2012-05-17 13:47, Ruslan Zakirov wrote: > On Wed, May 16, 2012 at 8:50 PM, Matt Brennan > wrote: >> This is how I do this. In my RT_SiteConfig.pm I have: >> >> Set($WebBaseURL, >> ? ? 'https://' >> ? ? . RT->Config->Get('WebDomain') >> ); >> >> All traffic on my RT instance is done via HTTPS. I also have an >> Apache >> rewrite rule in case someone navigates to HTTP instead (as users >> often do). > > You don't need this. WebDomain, WebPort and WebPath is enough in most > cases. > As documentation in versions says you set WebBaseURL or other options > only > in very specific cases, for example when you want to server RT over > HTTPS > from port 10000. > > Topic starter needs CanonicalizeRedirectURLs option. He uses reverse > proxy. By > default for redirects RT guesses a few bits from ENV variables (set > by > web server). > This allows you to run the same RT instance with multiple entry > points. However, > if you have something in front of RT then this guessing doesn't work. > And just to confirm, for the reverse SSL offloading proxy case the: Set($CanonicalizeRedirectURLs, 1); Option in RT_SiteConfig.pm works just right, my pages stay on https throughout the session. From ruz at bestpractical.com Thu May 17 11:53:12 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 17 May 2012 19:53:12 +0400 Subject: [rt-users] If I change domain name, how screwed am I? In-Reply-To: References: <52125D50-D9D2-42C3-ADAE-EB867331FD7D@gmx.com> Message-ID: On Wed, May 16, 2012 at 2:35 AM, Bill Cole wrote: > On 15 May 2012, at 16:32, Mister IT Guru wrote: > >> Hi guys, >> >> I know I've lurked on the list for years, but I've never really ever had a >> problem with RT. Until now, I've been asked to change the domain name for an >> RT instance, and I'm thinking, this is going to be a bad day! Does anyone >> have any advice if this is possible? > > > It should work just fine. We routinely dump our production DB and reload it > into our test server and don't get breakage. It's all about getting > RT_SiteConfig.pm right. The settings that you are likely to need to change > are Organization, RTAddressRegexp, SendmailArguments, CorrespondAddress, > CommentAddress, WebDomain, and rtname. Or maybe just a few if you've > parameterized some of those from rtname or Organization. Changing Organization requires changes in Links table, without this change links between objects would be wrong. Changing rtname or subject tags on particular queues involve setting EmailSubjectTagRegex, without adjustment replies to old tickets would create new tickets instead of updating old. Changing email addresses involves adjusting RTAddressRegexp, without adjusting RT may add old addresses as watchers on tickets or send emails to itself. -- Best regards, Ruslan. From ruz at bestpractical.com Thu May 17 12:01:25 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 17 May 2012 20:01:25 +0400 Subject: [rt-users] Show a Queue's description instead of its name... In-Reply-To: <98a549b7b635fda4d314cad019abd472@mail.gmail.com> References: <98a549b7b635fda4d314cad019abd472@mail.gmail.com> Message-ID: On Tue, May 15, 2012 at 11:05 PM, April Rosenberg wrote: > Good Morning, > > > > I have been setting up some new queue?s in our RT instance as multiple > departments will use this.? I wanted to use names like IT_Helpdesk and > HR_Inbound for my queues, but that is a little unfriendly for my users.? I > was wonder if there was a way to change which name is displayed when the > queue name is displayed, if it can use the description?? I found, > http://www.dice.inf.ed.ac.uk/units/user_support/docs/rt/rt-mods.html#QL1, > but that seems to be about an older build and not complete.? I am using > 4.0.5.? Has anyone done this?? Thanks! Displaying queue name is not concentrated in one place, so the only way would be is to patch RT here and there. > > > > April -- Best regards, Ruslan. From mike.johnson at nosm.ca Thu May 17 14:27:24 2012 From: mike.johnson at nosm.ca (Mike Johnson) Date: Thu, 17 May 2012 14:27:24 -0400 Subject: [rt-users] Anyway to make a Custom Field a checkbox list? Message-ID: AS the subject states, is there anyway to change the default behaviour of the Custom Field set as "select multiple" into a checkbox list? Checkboxes are much more user friendly then a list that you have to ctrl+click multiple values. Thanks! Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.johnson at nosm.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From senior.unix at gmail.com Thu May 17 15:42:09 2012 From: senior.unix at gmail.com (UnixMan) Date: Thu, 17 May 2012 12:42:09 -0700 (PDT) Subject: [rt-users] RT-4.0.5 : Can't do Simple Search on Articles In-Reply-To: References: <33763539.post@talk.nabble.com> <20120507214614.GG8185@jibsheet.com> Message-ID: <33866644.post@talk.nabble.com> Does anyone have any ideas ? Thanks, Scott UnixMan wrote: > > When I login to RT 3.8.8 I find myself at the "RT at a glance". From here > I click on 'RTFM' to the left and I have a Search area and a button that > allows me to do a Simple Search on all my RTFM articles. Maybe on RT 4.0.5 > it has changed but for the life of I cannot find it. > > Scott > > On May 7, 2012, at 5:46 PM, Kevin Falcone wrote: > >> On Mon, May 07, 2012 at 09:35:34AM -0700, UnixMan wrote: >>> >>> In RT-3.8.8 we could do simple search on the RTFM articles, but, in >>> RT-4.0.5 >>> we cannot. >> >> It should still exist, you're going to need to tell us more about what >> pages it appeared on in 3.8 that it doesn't appear on in 4.0 >> >>> Also I noticed the test RT-4.0.5 instance on Best Practical's website >>> that >>> RTFM is included in the "Home" Pulldown but ours is not. >> >> That's a dashboard, click on it, it'll take you to a list of tickets >> about RTFM (You'll note the URL >> http://issues.bestpractical.com/Dashboards/5715/RTFM) >> >> -kevin > > > -- View this message in context: http://old.nabble.com/RT-4.0.5-%3A-Can%27t-do-Simple-Search-on-Articles-tp33763539p33866644.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From aprilr at yelp.com Thu May 17 15:55:11 2012 From: aprilr at yelp.com (April Rosenberg) Date: Thu, 17 May 2012 12:55:11 -0700 Subject: [rt-users] Show a Queue's description instead of its name... Message-ID: <307cbdd661579ca695366b439c143ad4@mail.gmail.com> Good Morning, I have been setting up some new queue?s in our RT instance as multiple departments will use this. I wanted to use names like IT_Helpdesk and HR_Inbound for my queues, but that is a little unfriendly for my users. I was wonder if there was a way to change which name is displayed when the queue name is displayed, if it can use the description? I found, http://www.dice.inf.ed.ac.uk/units/user_support/docs/rt/rt-mods.html#QL1, but that seems to be about an older build and not complete. I am using 4.0.5 on Ubuntu Lucid. Has anyone done this? Thanks! April PS. Sorry if this is a duplicate, I didn?t get the message through the list so I was concerned I hadn?t sent it correctly. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ptomblin at xcski.com Thu May 17 16:15:29 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Thu, 17 May 2012 16:15:29 -0400 Subject: [rt-users] Is there a shortcut to get the ticket creation comments in a template? Message-ID: I'm currently using this: { my $attachments = RT::Attachments->new(RT->SystemUser); $attachments->LimitByTicket($ticket->id); $attachments->Limit( ALIAS => $attachments->TransactionAlias, FIELD => 'Type', OPERATOR => '=', VALUE => 'Create', ENTRYAGGREGATOR => 'OR', CASESENSITIVE => 1 ); my $subject; my $summary; while (my $att = $attachments->Next) { $subject = $att->Subject; $summary = $att->Content; } $summary; } This is for intermediate reminders, not for the creation, so I can't use $Transaction->Content() -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From paul at paulororke.net Thu May 17 16:35:02 2012 From: paul at paulororke.net (Paul O'Rorke) Date: Thu, 17 May 2012 13:35:02 -0700 Subject: [rt-users] Installing RT 4.0.5 on Ubuntu 10.04 In-Reply-To: References: Message-ID: <4FB560F6.7030207@paulororke.net> I've exactly this scenario and have for months been trying to find the time to do pretty much exactly this. I'm on 6.8.4 and was going to move to 4.0.4. Now it's 4.0.5 and I'm still running 3.8.4 because everything has to be done in 'one fell swoop'. I did manage to get the data migrated into 4.0.4 and working at one point but I have custom statuses and have not yet managed to understand the new 'Life Cycle' set up. So close and yet so far. I had to turn 3.8.4 back on before I could complete the 4.0.4. This is not a critical upgrade for us but would be nice. I get a lot of flack from programmers and management about the UI and usability, especially HTML formatting and bloated tickets with responses on each post. Management insist that we keep the full thread of a conversation in every email so RT rapidly gets loaded with repeated information. I'm keen to see how 4.0.5 with it's Google style conversation display works. After a break of several months I had another crack at this yesterday and may yet get this done. If I do I'd be more that happy to share my notes with you. On 12-05-17 05:31 AM, Ruslan Zakirov wrote: > On Thu, May 17, 2012 at 1:05 PM, James Bensley wrote: >> Hi RT Users; >> >> I have RT 3.6.5 installed on an Ubuntu Server 8.04 box. It was >> installed via the package manager and 3.6.5 it the newest version >> available within the package manager. I would like to upgrade RT so >> moving to 4.0.5, the latest version, seems like the most optimal >> choice to me. I must keep all existing data though, otherwise it would >> be a pointless exercise for me. >> >> So my questions to you knowledgeable folks are as follows; >> >> Can 3.6.5 on Ubuntu 8.04 be updated to 4.0.5? I assume it would be >> best to set up a new instance of RT and I have an Ubuntu Server 10.04 >> box to hand so I could install 4.0.5 there. Once done, can the data >> from 3.6.4 be migrated across so I can continue as normal? > Yes. It can. You install 4.0.x. Replace new empty DB with your old data. Perform > all upgrading steps following regular RT's documentation, but keep in mind > that paths and a few things are different from vanilla RT. > > Dominic may have some comments. I'm not sure if .deb package preserve > etc/upgrade dir somewhere in the system. > > >> Also, I can't find any good reference on line to people running 4.0.5 >> on Ubuntu Server 10.04 (and the Wiki is out dated), is anyone doing >> this? Did you compile from source? Looking at my package manager 3.8 >> is the available version. > Yes. People run recent versions from packages on Ubuntu. It was discussed > a few days ago with references from maintainer of deb packages. > > http://www.gossamer-threads.com/lists/rt/users/110028?search_string=ubuntu%204.0.5;#110028 > >> Many thanks for your time all. >> >> James. > > From ruz at bestpractical.com Thu May 17 16:55:02 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 18 May 2012 00:55:02 +0400 Subject: [rt-users] Anyway to make a Custom Field a checkbox list? In-Reply-To: References: Message-ID: On Thu, May 17, 2012 at 10:27 PM, Mike Johnson wrote: > AS the subject states, is there anyway to change the default behaviour of > the Custom Field set as "select multiple" into a checkbox list? > > Checkboxes are much more user friendly then a list that you have to > ?ctrl+click multiple values. > RT 4.0 has this feature. When you create select one/many custom field, you can pick style. List style gives you checkboxes for multiple selection. > Thanks! > Mike. > > -- > Mike Johnson > Datatel Programmer/Analyst > Northern Ontario School of Medicine > 955 Oliver Road > Thunder Bay, ON?? P7B 5E1 > Phone: (807) 766-7331 > Email: mike.johnson at nosm.ca -- Best regards, Ruslan. From ptomblin at xcski.com Thu May 17 17:07:34 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Thu, 17 May 2012 17:07:34 -0400 Subject: [rt-users] Is there a shortcut to get the ticket creation comments in a template? In-Reply-To: References: Message-ID: On Thu, May 17, 2012 at 4:15 PM, Paul Tomblin wrote: > I'm currently using this: > > { > ? ? ? ?my $attachments = RT::Attachments->new(RT->SystemUser); > ? ? ? ?$attachments->LimitByTicket($ticket->id); > ? ? ? ?$attachments->Limit( ALIAS ? ?=> $attachments->TransactionAlias, > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? FIELD ? ?=> 'Type', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? OPERATOR => '=', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? VALUE ? ?=> 'Create', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ENTRYAGGREGATOR => 'OR', > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? CASESENSITIVE ? => 1 > ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ); > > ? ? ? ?my $subject; > ? ? ? ?my $summary; > ? ? ? ?while (my $att = $attachments->Next) { > ? ? ? ? ?$subject = $att->Subject; > ? ? ? ? ?$summary = $att->Content; > ? ? ? ?} > > ? ? ? $summary; > } > > This is for intermediate reminders, not for the creation, so I can't > use $Transaction->Content() It looks like { $Ticket->Transactions->First->Content; } Does the same thing. Cool. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From ram0502 at gmail.com Thu May 17 19:34:00 2012 From: ram0502 at gmail.com (Ram) Date: Thu, 17 May 2012 16:34:00 -0700 Subject: [rt-users] RT-4.0.5 : Can't do Simple Search on Articles In-Reply-To: <33866644.post@talk.nabble.com> References: <33763539.post@talk.nabble.com> <20120507214614.GG8185@jibsheet.com> <33866644.post@talk.nabble.com> Message-ID: Tools->Articles->Search On Thu, May 17, 2012 at 12:42 PM, UnixMan wrote: > > Does anyone have any ideas ? > > Thanks, > Scott > > > UnixMan wrote: >> >> When I login to RT 3.8.8 I find myself at the "RT at a glance". From here >> I click on 'RTFM' to the left and I have a Search area and a button that >> allows me to do a Simple Search on all my RTFM articles. Maybe on RT 4.0.5 >> it has changed but for the life of I cannot find it. >> >> Scott >> >> On May 7, 2012, at 5:46 PM, Kevin Falcone wrote: >> >>> On Mon, May 07, 2012 at 09:35:34AM -0700, UnixMan wrote: >>>> >>>> In RT-3.8.8 we could do simple search on the RTFM articles, but, in >>>> RT-4.0.5 >>>> we cannot. >>> >>> It should still exist, you're going to need to tell us more about what >>> pages it appeared on in 3.8 that it doesn't appear on in 4.0 >>> >>>> Also I noticed the test RT-4.0.5 instance on Best Practical's website >>>> that >>>> RTFM is included in the "Home" Pulldown but ours is not. >>> >>> That's a dashboard, click on it, it'll take you to a list of tickets >>> about RTFM (You'll note the URL >>> http://issues.bestpractical.com/Dashboards/5715/RTFM) >>> >>> -kevin >> >> >> > > -- > View this message in context: http://old.nabble.com/RT-4.0.5-%3A-Can%27t-do-Simple-Search-on-Articles-tp33763539p33866644.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > From luong.d.bui at gmail.com Thu May 17 23:52:48 2012 From: luong.d.bui at gmail.com (Luong Bui Duc) Date: Fri, 18 May 2012 10:52:48 +0700 Subject: [rt-users] Forwarded emails from users to Queue A with subject tag of Queue B doesn't create new tickets queue A, instead RT appends ticket in queue B with matching ticketId. Message-ID: Hi, We have the case where user/customer forwards email with subject tag of queue B to queue A email. Apparently, RT doesn't create new ticket in queue A, instead it appends existing ticket in Queue B with matching ticketID. Is this expected behavior? I even tried to setup a brand new RT instance without modifying any settings, but same thing still happening. Any help to figure this out is greatly appreciated. -- Regards, Bui Duc Luong -------------- next part -------------- An HTML attachment was scrubbed... URL: From eisinger at cce.usp.br Fri May 18 07:19:09 2012 From: eisinger at cce.usp.br (Robson Eisinger) Date: Fri, 18 May 2012 08:19:09 -0300 Subject: [rt-users] RTIR 2.6.1: Can't list any most due incidents after upgrade. Message-ID: <009d01cd34e8$0c040720$240c1560$@cce.usp.br> Hi guys, That's my first time writing to this list and I didn't find any info related to my problem. As English isn't my first language, I hope to be clear enough with my text and that I can find some help here. =) Okay, here my problem. We have a RT 3.8.2 installed on a physical machine (OS: FreeBSD; Plugins: RTFM and RTIR 2.4.2) and right now this machine is dying, so we decided to create a dedicated VM to host a new RT installation. For some reason, we decided to change the OS to Ubuntu 12.04 LTS, and considering all the dependences, we installed a fresh install with RT 3.8.11, RTFM 2.4.3 and RTIR 2.6.1. After that, we restored a mysql dump from our old RT, and following the procedures from all the UPGRADING guides (RT, RTFM, RTIR), we finished our installation. Everything went well, but in the RTIR part, we can't list any most due incidents, the list is blank. Anyone can give me some light about that? I don't know if I'm being clear enough, I can answer any question related, but I can't give any Screenshot or show any data. Cheers, Robson Eisinger Network Analyst at University of Sao Paulo/Brazil From robert.wysocki at contium.pl Fri May 18 07:06:09 2012 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Fri, 18 May 2012 13:06:09 +0200 Subject: [rt-users] SLA and holidays Message-ID: <1337339169.1842.99.camel@rmwysocki> Hi there, I would like to combine SLA extension with Date::Holidays module. Any ideas, how to do that besides patching? Regards, -- Robert Wysocki administrator system?w linuksowych CONTIUM S.A., http://www.contium.pl From ruz at bestpractical.com Fri May 18 07:26:38 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 18 May 2012 15:26:38 +0400 Subject: [rt-users] Forwarded emails from users to Queue A with subject tag of Queue B doesn't create new tickets queue A, instead RT appends ticket in queue B with matching ticketId. In-Reply-To: References: Message-ID: On Fri, May 18, 2012 at 7:52 AM, Luong Bui Duc wrote: > Hi, > > We have the case where user/customer forwards email with subject tag of > queue B to queue A email. Apparently, RT doesn't create new ticket in queue > A, instead it appends existing ticket in Queue B with matching ticketID. > > Is this expected?behavior? I even tried to setup a brand new RT instance > without modifying any settings, but same thing still happening. Any help to > figure this out is greatly appreciated. Yes, this is expected. > -- > Regards, > > Bui Duc Luong > -- Best regards, Ruslan. From backus at nlcom.nl Fri May 18 07:49:27 2012 From: backus at nlcom.nl (Mayk Backus) Date: Fri, 18 May 2012 13:49:27 +0200 Subject: [rt-users] Require owner before update Message-ID: <4FB63747.1000603@nlcom.nl> Hi List, I'm searching the list but can't find anything usefull for now. At our site, a lot of agents lack becoming owner of tickets. I want them to take a ticket first and then start working on it. Is there a way to force this that the must be an owner set ? thanks in advance. Regards, Mayk From ruz at bestpractical.com Fri May 18 07:52:26 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 18 May 2012 15:52:26 +0400 Subject: [rt-users] SLA and holidays In-Reply-To: <1337339169.1842.99.camel@rmwysocki> References: <1337339169.1842.99.camel@rmwysocki> Message-ID: On Fri, May 18, 2012 at 3:06 PM, Robert Wysocki wrote: > Hi there, > > I would like to combine SLA extension with Date::Holidays module. > Any ideas, how to do that besides patching? Actually newer versions of Business::Hours module that is used by SLA extension has a way to setup holidays. It's a little bit limited as you can not do short business days next to holidays or move working days to weekends. > Regards, > -- > Robert Wysocki > administrator system?w linuksowych > CONTIUM S.A., http://www.contium.pl -- Best regards, Ruslan. From ruz at bestpractical.com Fri May 18 07:53:53 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 18 May 2012 15:53:53 +0400 Subject: [rt-users] RTIR 2.6.1: Can't list any most due incidents after upgrade. In-Reply-To: <009d01cd34e8$0c040720$240c1560$@cce.usp.br> References: <009d01cd34e8$0c040720$240c1560$@cce.usp.br> Message-ID: Hi, Replied on RTIR list and please keep it there as it's most probably related to RTIR only. On Fri, May 18, 2012 at 3:19 PM, Robson Eisinger wrote: > Hi guys, > > That's my first time writing to this list and I didn't find any info related > to my problem. As English isn't my first language, I hope to be clear enough > with my text and that I can find some help here. =) > > Okay, here my problem. We have a RT 3.8.2 installed on a physical machine > (OS: FreeBSD; Plugins: RTFM and RTIR 2.4.2) and right now this machine is > dying, so we decided to create a dedicated VM to host a new RT installation. > For some reason, we decided to change the OS to Ubuntu 12.04 LTS, ?and > considering all the dependences, we installed a fresh install with RT > 3.8.11, RTFM 2.4.3 and RTIR 2.6.1. After that, we restored a mysql dump from > our old RT, and following the procedures from all the UPGRADING guides (RT, > RTFM, RTIR), we finished our installation. Everything went well, but in the > RTIR part, we can't list any most due incidents, the list is blank. Anyone > can give me some light about that? > > I don't know if I'm being clear enough, I can answer any question related, > but I can't give any Screenshot or show any data. > > Cheers, > > Robson Eisinger > Network Analyst at University of Sao Paulo/Brazil > -- Best regards, Ruslan. From robert.wysocki at contium.pl Fri May 18 07:54:09 2012 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Fri, 18 May 2012 13:54:09 +0200 Subject: [rt-users] SLA and holidays In-Reply-To: References: <1337339169.1842.99.camel@rmwysocki> Message-ID: <1337342049.1842.100.camel@rmwysocki> Dnia 2012-05-18, pi? o godzinie 15:52 +0400, Ruslan Zakirov pisze: > On Fri, May 18, 2012 at 3:06 PM, Robert Wysocki > wrote: > > Hi there, > > > > I would like to combine SLA extension with Date::Holidays module. > > Any ideas, how to do that besides patching? > > Actually newer versions of Business::Hours module that is used by SLA > extension has a way to setup holidays. It's a little bit limited as > you can not do short business days next to holidays or move working > days to weekends. Thanks, I'll look into it. Best regards, -- Robert Wysocki administrator system?w linuksowych CONTIUM S.A., http://www.contium.pl From ruz at bestpractical.com Fri May 18 07:55:35 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 18 May 2012 15:55:35 +0400 Subject: [rt-users] Show a Queue's description instead of its name... In-Reply-To: <307cbdd661579ca695366b439c143ad4@mail.gmail.com> References: <307cbdd661579ca695366b439c143ad4@mail.gmail.com> Message-ID: On Thu, May 17, 2012 at 11:55 PM, April Rosenberg wrote: > PS.? Sorry if this is a duplicate, I didn?t get the message through the list > so I was concerned I hadn?t sent it correctly. It is and I replied to older mail. Keep this thread silent. -- Best regards, Ruslan. From SJC at qvii.com Fri May 18 08:19:05 2012 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Fri, 18 May 2012 08:19:05 -0400 Subject: [rt-users] "Content" field missing from Articles Message-ID: <4DD6AB329450D847913EA76D7F3C6B8310F2F5DC@valkyrie.ogp.qvii.com> I'd like to start using Articles here at work, but something isn't working correctly. I've got a Class set up and a Topic, but when I go to create an Article the Content field is completely missing. I can edit/modify all the other fields except the most important one. What could be causing 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 jvdwege at xs4all.nl Fri May 18 09:12:22 2012 From: jvdwege at xs4all.nl (Joop) Date: Fri, 18 May 2012 15:12:22 +0200 Subject: [rt-users] "Content" field missing from Articles In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B8310F2F5DC@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B8310F2F5DC@valkyrie.ogp.qvii.com> Message-ID: <4FB64AB6.5000600@xs4all.nl> Cena, Stephen (ext. 300) wrote: > I'd like to start using Articles here at work, but something isn't > working correctly. I've got a Class set up and a Topic, but when I go > to create an Article the Content field is completely missing. I can > edit/modify all the other fields except the most important one. What > could be causing this? You have not applied rights to the customfield Content of you don't have it applied to the Class. Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From senior.unix at gmail.com Fri May 18 09:12:31 2012 From: senior.unix at gmail.com (UnixMan) Date: Fri, 18 May 2012 06:12:31 -0700 (PDT) Subject: [rt-users] RT-4.0.5 : Can't do Simple Search on Articles In-Reply-To: References: <33763539.post@talk.nabble.com> <20120507214614.GG8185@jibsheet.com> <33866644.post@talk.nabble.com> Message-ID: <33870219.post@talk.nabble.com> Thanks, I found that too, but, it only gives me the ability to search in certain Classes of Articles, or, Load Saved Searches. What is missing is the "Simple Search" that was in RT 3.8.8 that allowed you to search "All" articles, this is what I cannot find. If it is there please let me know, if not it would make RT 4.0.5 on par with what is on RTFM within RT 3.8.8 if it were fixed. Basically we really need this ability to search "All" articles badly, Thanks, Scott -- View this message in context: http://old.nabble.com/RT-4.0.5-%3A-Can%27t-do-Simple-Search-on-Articles-tp33763539p33870219.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From trs at bestpractical.com Fri May 18 09:44:20 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 18 May 2012 09:44:20 -0400 Subject: [rt-users] Require owner before update In-Reply-To: <4FB63747.1000603@nlcom.nl> References: <4FB63747.1000603@nlcom.nl> Message-ID: <4FB65234.90507@bestpractical.com> On 05/18/2012 07:49 AM, Mayk Backus wrote: > I'm searching the list but can't find anything usefull for now. At our > site, a lot of agents lack becoming owner of tickets. I want them to > take a ticket first and then start working on it. Is there a way to > force this that the must be an owner set ? Remove the rights granted globally or on a queue/group level and only grant ticket modification rights to the Owner role. Make sure they have TakeTicket even when they're not the Owner. With this setup correctly, if they're not the Owner, they won't have the modification rights. If they are the Owner, they'll pick up the modification rights. Thomas From trs at bestpractical.com Fri May 18 09:45:43 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 18 May 2012 09:45:43 -0400 Subject: [rt-users] "Content" field missing from Articles In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B8310F2F5DC@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B8310F2F5DC@valkyrie.ogp.qvii.com> Message-ID: <4FB65287.7060907@bestpractical.com> On 05/18/2012 08:19 AM, Cena, Stephen (ext. 300) wrote: > I'd like to start using Articles here at work, but something isn't > working correctly. I've got a Class set up and a Topic, but when I go to > create an Article the Content field is completely missing. I can > edit/modify all the other fields except the most important one. What > could be causing this? Read `perldoc docs/customizing/articles_introduction.pod`, or view the latest version on the web at https://github.com/bestpractical/rt/blob/stable/docs/customizing/articles_introduction.pod From luong.d.bui at gmail.com Fri May 18 11:22:31 2012 From: luong.d.bui at gmail.com (Luong Bui Duc) Date: Fri, 18 May 2012 22:22:31 +0700 Subject: [rt-users] Forwarded emails from users to Queue A with subject tag of Queue B doesn't create new tickets queue A, instead RT appends ticket in queue B with matching ticketId. In-Reply-To: References: Message-ID: Hi Ruslan, Thanks for response. Could you please tell me what i need to edit/modify to change this behavior? Thanks, Luong On Fri, May 18, 2012 at 6:26 PM, Ruslan Zakirov wrote: > On Fri, May 18, 2012 at 7:52 AM, Luong Bui Duc > wrote: > > Hi, > > > > We have the case where user/customer forwards email with subject tag of > > queue B to queue A email. Apparently, RT doesn't create new ticket in > queue > > A, instead it appends existing ticket in Queue B with matching ticketID. > > > > Is this expected behavior? I even tried to setup a brand new RT instance > > without modifying any settings, but same thing still happening. Any help > to > > figure this out is greatly appreciated. > > Yes, this is expected. > > > > -- > > Regards, > > > > Bui Duc Luong > > > > > > -- > Best regards, Ruslan. > -- Regards, Bui Duc Luong -------------- next part -------------- An HTML attachment was scrubbed... URL: From luong.d.bui at gmail.com Fri May 18 11:24:58 2012 From: luong.d.bui at gmail.com (Luong Bui Duc) Date: Fri, 18 May 2012 22:24:58 +0700 Subject: [rt-users] Reply/Comments to include previous message attachments. In-Reply-To: References: Message-ID: Can i please get a reply for this thread? thanks a lot Luong On Thu, May 10, 2012 at 12:12 PM, Luong Bui Duc wrote: > Hi, > > I have RT 4.0.4 and currently users requested to have previous > email(original email) attachments to be added to correspondence/reply so > they don't have to manually download each attachment and attach in > correspondence. I'm pretty sure this feature is implemented, but just can't > find it. Could you please help me out here. Thanks a lot > > -- > Regards, > > Bui Duc Luong > > -- Regards, Bui Duc Luong -------------- next part -------------- An HTML attachment was scrubbed... URL: From rtusers-20090205 at billmail.scconsult.com Fri May 18 11:45:45 2012 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Fri, 18 May 2012 11:45:45 -0400 Subject: [rt-users] Require owner before update In-Reply-To: <4FB63747.1000603@nlcom.nl> References: <4FB63747.1000603@nlcom.nl> Message-ID: <9DE8C8BF-B68A-4D12-9C25-E65FE3C21266@billmail.scconsult.com> On 18 May 2012, at 7:49, Mayk Backus wrote: > Hi List, > > I'm searching the list but can't find anything usefull for now. At our > site, a lot of agents lack becoming owner of tickets. I want them to > take a ticket first and then start working on it. Is there a way to > force this that the must be an owner set ? One way to enforce this operationally without getting agents to change work habits is a Scrip that assigns ownership to a user who updates a ticket owned by "Nobody". Using Scrips to automate work rules rather than Rights settings allows for more complex and nuanced rules, particularly ones that you might want agents to be able to reverse by a conscious choice. For example, the RT instance I wrangle has a Scrip that runs when a ticket is resolved that gives ownership of "Nobody" tickets to the person who is resolving the ticket. This has the useful side-effect of making sure Requestors don't get notification of resolution without a specific responsible human identified. Agents can still specifically go back and disown a ticket they've been given by that Scrip, but that would be a distinct transaction they have to do intentionally. On the other hand, fine-tuning Rights provides agents with UI clues about the proper workflow, provided they have been trained well. From ram0502 at gmail.com Fri May 18 13:16:48 2012 From: ram0502 at gmail.com (Ram) Date: Fri, 18 May 2012 10:16:48 -0700 Subject: [rt-users] Reply/Comments to include previous message attachments. In-Reply-To: References: Message-ID: Last month an answer to your question showed up on this list: > Being able to reply to a ticket including arbitrary attachments from > other transactions on the ticket is a feature we've been playing with for > 4.2, but we don't know if it'll make the cute. > > -kevin On Fri, May 18, 2012 at 8:24 AM, Luong Bui Duc wrote: > Can i please get a reply for this thread? thanks a lot > > Luong > > On Thu, May 10, 2012 at 12:12 PM, Luong Bui Duc > wrote: >> >> Hi, >> >> I have RT 4.0.4 and currently users requested to have previous >> email(original email) attachments to be added to correspondence/reply so >> they?don't?have ?to manually download each attachment and attach in >> correspondence. I'm pretty sure this feature is implemented, but just can't >> find it. Could you please help me out here. Thanks a lot >> >> -- >> Regards, >> >> Bui Duc Luong >> > > > > -- > Regards, > > Bui Duc Luong > From ptomblin at xcski.com Fri May 18 14:45:15 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Fri, 18 May 2012 14:45:15 -0400 Subject: [rt-users] How do I override a default scrip? Message-ID: How can I override a default scrip for a queue? If I define a new scrip with the same name as an existing one, it runs both of them. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From William.Albertson at sgs.com Fri May 18 14:55:17 2012 From: William.Albertson at sgs.com (Albertson, William (Rancho Cordova)) Date: Fri, 18 May 2012 14:55:17 -0400 Subject: [rt-users] RT4.0.5 article creation- classes and topic nesting Message-ID: <2503_1337366578_4FB69832_2503_4099_1_64398484854CB94C925C5263F7A9413E6FD9BCD1F5@exdresmbsgs019.EQ1SGS.local> Really, if someone could reply to this, even to inform me that I should fill out a feature request, that would be helpful. To restate, with goofy diagrams, what I was expecting: Article Class: PJM Article Class: QA Article Class: Ops (group perms set here) |---Topic: Systems |---Sub-Topic: Monitoring Services | |---Article: Introduction (Textbox) | |---Article: How to request (Textbox, linktoform) |---Sub-Topic: Hosts |---Sub-Topic: BKP01 |---Article: HostManifest (Textbox, IP, and stat fields) |---Article: HostWarranty (contacts, s/n and date fields) |---Article: HostServices (Various svc fields, SLA links) How it works so far, where it appears [toplevel Topic] = [Class] = [sole Article Format]: Article Class: PJM Article Class: QA Article Class: Ops (group perms set here, and article format limited to one type per CLASS) |---Topic: Systems |---Sub-Topic: Monitoring Services | |---Article: Introduction (Textbox) | |---Article: How to request (Textbox) |---Sub-Topic: Hosts |---Sub-Topic: BKP01 |---Article: HostManifest (Textbox) |---Article: HostWarranty (Textbox) |---Article: HostServices (Textbox) I hope this makes my dilemma a bit clearer. If we want multiple formats, then we need multiple toplevel Topics? I expected to differentiate formats of articles under sub-topics. If my expectations were out of line, then I'd appreciate a reply from someone about how it is intended to be done, as the documentation on 4.0.5 article creation doesn't really go into this. My other option would be to fill up the Article Topic toplevel with all of the different article formats I (and others) would wish to use, but then we lose the ability for viewers to browse except by article format (and I wouldn't see the point of topic trees). Most of this article creation is intended to be self-service for multiple groups, so I would like to keep it as simple as possible, allowing users within their groups to create and format articles specific to sub-topic. William "Bill" Albertson -----Original Message----- From: Albertson, William (Rancho Cordova) Sent: Wednesday, May 16, 2012 4:31 PM To: 'rt-users at lists.bestpractical.com' Subject: RT4.0.5 article creation- classes and topic nesting Howdy, I haven't found a lot of information about creating articles under RT4.0.5 with nested topics. I've recently installed this application, so I'm also not an expert. I'm not sure if I would be better served by instead setting up a wiki, and then just linking article items instead. Here is the problem: I've created the class "Ops" for articles. This is the name of our group of staff. We are setting permissions for editing "Ops" related articles here. Also, there are other groups to be considered- this installation isn't just for "Ops". There will be other teams with their own articles. Next, I created a tree of topics. Let's say "Systems" and "Networks". Subtopics under "Systems" are "Hosts", and then other overview topics like "Backups". Under "Hosts" are going to be articles containing host specific info, like a manifest article for backupsrv01, and another article for warranty information. Then I get into article creation. I created a couple of custom fields called "Body" [wikitext] "IP Address" [ip address] and "Attachment" [one upload]. The problem I run into is that RT doesn't seem to differentiate between different topic custom fields within a class's sub-topics. I need to display IP address information for "hosts" articles, but don't need to see that field for an explanation on our backup system. Am I putting the cart before the horse for managing different article formats? It seems that the Articles feature of RT is limited to exactly one type of article format per class, regardless of how many sub-topics you have underneath that class. From my testing, I would have to create a class for every single article format type that I wish to use (host manifest, host warranty, service overview would now all be classes), which wouldn't work well with having nested topics underneath. Then, my users would have to search for general keywords, because now they would not be able to drill down nested topics easily for topic specific information. Instead of drilling down through "Ops -> Systems -> Hosts -> Warranties", they would have to know to select the class "Warranties" to browse for host warranties, or know what keywords to search for. The last two options aren't very desirable. Classes make up the root of Article topic trees, but I can't customize articles in topic sub-trees. That seems very wasteful, so I'm guessing that I'm missing something here. I looked up templates, but that seems to be related to ticket fields (see, I'm an RT novice here, really). As I've read what few docs there are for the RT4.0.5 Articles feature, I would appreciate a kind explanation on how article forms, custom fields and topic nesting are *intended* to work. At this point, I'm not sure if I need to either completely change how I am structuring articles in RT, or I if I should instead install a wiki/dms and point topic related article related items to that as links. ? William "Bill" Albertson Information in this email and any attachments is confidential and intended solely for the use of the individual(s) to whom it is addressed or otherwise directed. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the Company. Finally, the recipient should check this email and any attachments for the presence of viruses. The Company accepts no liability for any damage caused by any virus transmitted by this email. All SGS services are rendered in accordance with the applicable SGS conditions of service available on request and accessible at http://www.sgs.com/en/Terms-and-Conditions.aspx From rtusers-20090205 at billmail.scconsult.com Fri May 18 15:47:39 2012 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Fri, 18 May 2012 15:47:39 -0400 Subject: [rt-users] How do I override a default scrip? In-Reply-To: References: Message-ID: <4C7E43C3-3B5A-47A6-9631-EF9D3F681AEE@billmail.scconsult.com> On 18 May 2012, at 14:45, Paul Tomblin wrote: > How can I override a default scrip for a queue? You don't. A Scrip is either Global or limited to a single Queue, and is either enabled or disabled in that scope. If you have a Scrip that you want to apply to all Queues except for one, you need to disable the Global version and replicate it in all Queues except for one. Another option is to modify the Global Scrip with a User Defined Condition that returns 0 if the Queue is one that you want to exempt. > If I define a new > scrip with the same name as an existing one, it runs both of them. Yes, it does. Scrips are objects that point to Queues by ID, Queues are not objects that point to Scrips by name. From sandra at hpcrd.lbl.gov Fri May 18 16:42:03 2012 From: sandra at hpcrd.lbl.gov (Sandra Wittenbrock) Date: Fri, 18 May 2012 13:42:03 -0700 Subject: [rt-users] how to prevent duplicate emails Message-ID: <4FB6B41B.10409@hpcrd.lbl.gov> Hello, When I resolve a ticket, I want the requester to receive the ticket comments, and a notice the ticket is resolved, in just one email. Someone out there must have this set up. I've been playing with "TransactionBatch" to see if that could help prevent duplicates. Currently, I use a default resolve scrip, which notifies the requester when the ticket is resolved. The template does not include the comments from the resolution, only some generic text. I've been going in circles trying to have the requester get only one ticket upon resolution. An email which includes the resolution comments. If when I resolve the ticket, I change the "Update Type" to "Reply to Requestors", the requester gets one email, without the comments. Here is the summary of my scrips. > > # Description Stage Condition Action Template > 14 Notify Requestor on Correspond TransactionCreate On Correspond Notify Requestors Admin Correspondence > 13 Notify requestor when ticket is taken Disabled On Owner Change Notify Requestors Owner Changed > 8 On Comment Notify AdminCcs as Comment TransactionBatch On Comment Notify AdminCcs as Comment Admin Comment > 9 On Comment Notify Other Recipients as Comment Disabled On Comment Notify Other Recipients as Comment Correspondence > 5 On Correspond Notify AdminCcs TransactionBatch On Correspond Notify AdminCcs Admin Correspondence > 6 On Correspond Notify Ccs TransactionBatch On Correspond Notify Ccs Correspondence > 7 On Correspond Notify Other Recipients Disabled On Correspond Notify Other Recipients Correspondence > 17 On Correspond Notify Requestor TransactionBatch On Correspond Notify Owner, Requestors, Ccs and AdminCcs Admin Correspondence > 1 On Correspond Open Tickets TransactionCreate On Correspond Open Tickets Blank > 3 On Create Autoreply To Requestors TransactionCreate On Create Autoreply To Requestors Autoreply > 4 On Create Notify AdminCcs TransactionCreate On Create Notify AdminCcs Transaction > 15 On Owner Change Notify Admincc TransactionCreate On Owner Change Notify AdminCcs as Comment Owner Changed > 2 On Owner Change Notify Owner Disabled On Owner Change Notify Owner Owner Changed > 18 On Owner Change Notify Requestor TransactionBatch On Owner Change Notify Requestors Owner Changed > 10 On Resolve Notify Requestors TransactionBatch On Resolve Notify Owner, Requestors, Ccs and AdminCcs Resolved > 11 On transaction, add any tags in the transaction's subject to the ticket's subject TransactionCreate On Transaction Extract Subject Tag Blank > (Check box to delete) > I've looked at the mysql settings/tables. I've looked at the logs, and am trying to see where in the code it is asking to send all these emails. There is a section where it prevents sending emails to blacklisted addresses. It would be nice if it prevented duplicates. I haven't used perl in a while, so haven't been able to modify. Sandra From ptomblin at xcski.com Fri May 18 17:40:02 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Fri, 18 May 2012 17:40:02 -0400 Subject: [rt-users] How do I override a default scrip? In-Reply-To: <4C7E43C3-3B5A-47A6-9631-EF9D3F681AEE@billmail.scconsult.com> References: <4C7E43C3-3B5A-47A6-9631-EF9D3F681AEE@billmail.scconsult.com> Message-ID: On Fri, May 18, 2012 at 3:47 PM, Bill Cole wrote: > Another option is to modify the Global Scrip with a User Defined Condition > that returns 0 if the Queue is one that you want to exempt. How do I programmatically add one of these User Defined Conditions to an existing RT Global Scrip? (Preferably something that I can do in my etc/initialdata) > > >> If I define a new >> scrip with the same name as an existing one, it runs both of them. > > > Yes, it does. Scrips are objects that point to Queues by ID, Queues are not > objects that point to Scrips by name. I'd just like to point out that's completely inconsistent with the way Templates are done. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From drey111 at gmail.com Fri May 18 18:20:45 2012 From: drey111 at gmail.com (Joe Harris) Date: Fri, 18 May 2012 18:20:45 -0400 Subject: [rt-users] how to prevent duplicate emails In-Reply-To: <4FB6B41B.10409@hpcrd.lbl.gov> References: <4FB6B41B.10409@hpcrd.lbl.gov> Message-ID: <39C3D98F-0736-4986-8E95-011DC4136103@gmail.com> We are in the same boat. I have a plan to change all of the scrips on reply/comment/resolve to use a default transaction template that gives all info to all users (admincc, requestor, etc) just once on each transaction. In our case we use rt internally so we don't have the need to comment without the requestor seeing. So in our case the difference just causes confusion. But to answer your question it is in the scripts and templates. If you want to keep the defaults as they are for comment vs reply, change the apply to requestor on resolve scrip to include the comments. Sent from my mobile device. On May 18, 2012, at 4:42 PM, Sandra Wittenbrock wrote: > Hello, > > When I resolve a ticket, I want the requester to receive the ticket > comments, and a notice the ticket is resolved, in just one email. > Someone out there must have this set up. I've been playing with > "TransactionBatch" to see if that could help prevent duplicates. > > Currently, I use a default resolve scrip, which notifies the requester > when the ticket is resolved. The template does not include the comments > from the resolution, only some generic text. > > I've been going in circles trying to have the requester get only one > ticket upon resolution. An email which includes the resolution comments. > > If when I resolve the ticket, I change the "Update Type" to "Reply to > Requestors", the requester gets one email, without the comments. > > Here is the summary of my scrips. > >> >> # Description Stage Condition Action Template >> 14 Notify Requestor on Correspond TransactionCreate On Correspond Notify Requestors Admin Correspondence >> 13 Notify requestor when ticket is taken Disabled On Owner Change Notify Requestors Owner Changed >> 8 On Comment Notify AdminCcs as Comment TransactionBatch On Comment Notify AdminCcs as Comment Admin Comment >> 9 On Comment Notify Other Recipients as Comment Disabled On Comment Notify Other Recipients as Comment Correspondence >> 5 On Correspond Notify AdminCcs TransactionBatch On Correspond Notify AdminCcs Admin Correspondence >> 6 On Correspond Notify Ccs TransactionBatch On Correspond Notify Ccs Correspondence >> 7 On Correspond Notify Other Recipients Disabled On Correspond Notify Other Recipients Correspondence >> 17 On Correspond Notify Requestor TransactionBatch On Correspond Notify Owner, Requestors, Ccs and AdminCcs Admin Correspondence >> 1 On Correspond Open Tickets TransactionCreate On Correspond Open Tickets Blank >> 3 On Create Autoreply To Requestors TransactionCreate On Create Autoreply To Requestors Autoreply >> 4 On Create Notify AdminCcs TransactionCreate On Create Notify AdminCcs Transaction >> 15 On Owner Change Notify Admincc TransactionCreate On Owner Change Notify AdminCcs as Comment Owner Changed >> 2 On Owner Change Notify Owner Disabled On Owner Change Notify Owner Owner Changed >> 18 On Owner Change Notify Requestor TransactionBatch On Owner Change Notify Requestors Owner Changed >> 10 On Resolve Notify Requestors TransactionBatch On Resolve Notify Owner, Requestors, Ccs and AdminCcs Resolved >> 11 On transaction, add any tags in the transaction's subject to the ticket's subject TransactionCreate On Transaction Extract Subject Tag Blank >> (Check box to delete) >> > > > I've looked at the mysql settings/tables. I've looked at the logs, and > am trying to see where in the code it is asking to send all these > emails. There is a section where it prevents sending emails to > blacklisted addresses. It would be nice if it prevented duplicates. I > haven't used perl in a while, so haven't been able to modify. > > Sandra From ptomblin at xcski.com Fri May 18 18:40:21 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Fri, 18 May 2012 18:40:21 -0400 Subject: [rt-users] How do I override a default scrip? In-Reply-To: References: <4C7E43C3-3B5A-47A6-9631-EF9D3F681AEE@billmail.scconsult.com> Message-ID: On Fri, May 18, 2012 at 5:40 PM, Paul Tomblin wrote: > wrote: >> Another option is to modify the Global Scrip with a User Defined Condition >> that returns 0 if the Queue is one that you want to exempt. > > How do I programmatically add one of these User Defined Conditions to > an existing RT Global Scrip? ?(Preferably something that I can do in > my etc/initialdata) Oh wait, I could do that with an overlay, couldn't I? -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From kenn.crocker at gmail.com Fri May 18 22:49:54 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Fri, 18 May 2012 19:49:54 -0700 Subject: [rt-users] How do I override a default scrip? In-Reply-To: References: <4C7E43C3-3B5A-47A6-9631-EF9D3F681AEE@billmail.scconsult.com> Message-ID: Paul, Scrips and templates have different functions, so of course they do not have the same consistent behavior. Kenn On Fri, May 18, 2012 at 3:40 PM, Paul Tomblin wrote: > On Fri, May 18, 2012 at 5:40 PM, Paul Tomblin wrote: > > wrote: > >> Another option is to modify the Global Scrip with a User Defined > Condition > >> that returns 0 if the Queue is one that you want to exempt. > > > > How do I programmatically add one of these User Defined Conditions to > > an existing RT Global Scrip? (Preferably something that I can do in > > my etc/initialdata) > > Oh wait, I could do that with an overlay, couldn't I? > > > -- > http://www.linkedin.com/in/paultomblin > http://careers.stackoverflow.com/ptomblin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From rtusers-20090205 at billmail.scconsult.com Fri May 18 23:51:48 2012 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Fri, 18 May 2012 23:51:48 -0400 Subject: [rt-users] How do I override a default scrip? In-Reply-To: References: <4C7E43C3-3B5A-47A6-9631-EF9D3F681AEE@billmail.scconsult.com> Message-ID: <2F1083AB-4D1C-4A45-A214-A50D90B31D75@billmail.scconsult.com> On 18 May 2012, at 17:40, Paul Tomblin wrote: > On Fri, May 18, 2012 at 3:47 PM, Bill Cole > wrote: >> Another option is to modify the Global Scrip with a User Defined >> Condition >> that returns 0 if the Queue is one that you want to exempt. > > How do I programmatically add one of these User Defined Conditions to > an existing RT Global Scrip? (Preferably something that I can do in > my etc/initialdata) Ewww. Why??? With a running RT (i.e. a system where etc/initialdata has seen its single lifetime access) just go into the Scrip's definition (Configuration->Global->Scrips->$WhicheverOneYouAreChanging) and switch the "Condition" from whatever it is (e.g. "On Comment") to "User Defined" and put some suitable perl in the "Custom condition" text area. See http://requesttracker.wikia.com/wiki/WriteCustomCondition for clues on suitable perl. See http://requesttracker.wikia.com/wiki/Documentation#Scrips for more links to doc on Scrips. I suppose you *could* do the needful to put your custom scrip into etc/initialdata, but I can't see a way to make that a rational thing to do. It's name has meaning... >>> If I define a new >>> scrip with the same name as an existing one, it runs both of them. >> >> >> Yes, it does. Scrips are objects that point to Queues by ID, Queues >> are not >> objects that point to Scrips by name. > > I'd just like to point out that's completely inconsistent with the way > Templates are done. You may want to have "inconsistency" discussions with Jesse Vincent. I gave up trying to understand the reasoning behind RT internal architecture a couple of major versions ago. It wasn't a hobby that was making me happy... Now I just try to keep the useful facts in my head without judging what I really don't understand. With that caveat, I think it's not true that the way Scrips relate to Queues is inconsistent with Templates. Templates also are either Queue-specific or Global and point to their Queue by ID, rather than the Queue pointing to them by name. This is pretty much orthodox data structuring. From rtusers-20090205 at billmail.scconsult.com Sat May 19 00:06:49 2012 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Sat, 19 May 2012 00:06:49 -0400 Subject: [rt-users] How do I override a default scrip? In-Reply-To: References: <4C7E43C3-3B5A-47A6-9631-EF9D3F681AEE@billmail.scconsult.com> Message-ID: On 18 May 2012, at 18:40, Paul Tomblin wrote: > On Fri, May 18, 2012 at 5:40 PM, Paul Tomblin > wrote: >> wrote: >>> Another option is to modify the Global Scrip with a User Defined >>> Condition >>> that returns 0 if the Queue is one that you want to exempt. >> >> How do I programmatically add one of these User Defined Conditions to >> an existing RT Global Scrip? ?(Preferably something that I can do in >> my etc/initialdata) > > Oh wait, I could do that with an overlay, couldn't I? Um, maybe YOU could, but I sure wouldn't try it that way... Scrips are configuration data, not program code. This sort of Condition is going to reference specific Queues in your instance, so you really want it in the database where you can easily tweak it and where there's no way for it to conflict with the next minor version of RT. From ptomblin at xcski.com Sat May 19 00:15:50 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Sat, 19 May 2012 00:15:50 -0400 Subject: [rt-users] How do I override a default scrip? In-Reply-To: <2F1083AB-4D1C-4A45-A214-A50D90B31D75@billmail.scconsult.com> References: <4C7E43C3-3B5A-47A6-9631-EF9D3F681AEE@billmail.scconsult.com> <2F1083AB-4D1C-4A45-A214-A50D90B31D75@billmail.scconsult.com> Message-ID: On Fri, May 18, 2012 at 11:51 PM, Bill Cole wrote: > On 18 May 2012, at 17:40, Paul Tomblin wrote: > >> On Fri, May 18, 2012 at 3:47 PM, Bill Cole >> wrote: >>> >>> Another option is to modify the Global Scrip with a User Defined >>> Condition >>> that returns 0 if the Queue is one that you want to exempt. >> >> >> How do I programmatically add one of these User Defined Conditions to >> an existing RT Global Scrip? ?(Preferably something that I can do in >> my etc/initialdata) > > > Ewww. Why??? Because I want to provide an extension that my client can install on their RT installation, and when they type "make initdb" in the source directory for my extension it adds all the things that are particular to that extension to the RT system. Just like the way literally dozens of other extensions that I've looked at do it. > > With a running RT (i.e. a system where etc/initialdata has seen its single > lifetime access) just go into the Scrip's definition > (Configuration->Global->Scrips->$WhicheverOneYouAreChanging) and switch the > "Condition" from whatever it is (e.g. "On Comment") to "User Defined" and > put some suitable perl in the "Custom condition" text area. See I don't want to have to log into their RT systems and configure them for them. I want them to be able to install it on as many or as few RT systems as they want just by typing "make; make initdb; make install" just like every other RT extension. > With that caveat, I think it's not true that the way Scrips relate to Queues > is inconsistent with Templates. Templates also are either Queue-specific or > Global and point to their Queue by ID, rather than the Queue pointing to > them by name. This is pretty much orthodox data structuring. That is simply not true. If I want to override the system provided "Resolved" template for a particular queue, then all I have to do is make a new template called "Resolved" on that queue. It's referenced by name, and only my new Resolved template will be used for that queue. If I want to override the behavior of the default "On Resolve Notify Requestors" for a particular queue I can't just create a new Scrip with the same name, because then it will run both Scrips. There is no definition of the word "consistent" which that fits the definition of. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin From rtusers-20090205 at billmail.scconsult.com Sat May 19 01:19:28 2012 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Sat, 19 May 2012 01:19:28 -0400 Subject: [rt-users] How do I override a default scrip? In-Reply-To: References: <4C7E43C3-3B5A-47A6-9631-EF9D3F681AEE@billmail.scconsult.com> <2F1083AB-4D1C-4A45-A214-A50D90B31D75@billmail.scconsult.com> Message-ID: <6C9755D3-7B18-41C5-AABE-44BE51F16C4D@billmail.scconsult.com> On 19 May 2012, at 0:15, Paul Tomblin wrote: > On Fri, May 18, 2012 at 11:51 PM, Bill Cole > wrote: >> On 18 May 2012, at 17:40, Paul Tomblin wrote: >> >>> On Fri, May 18, 2012 at 3:47 PM, Bill Cole >>> wrote: >>>> >>>> Another option is to modify the Global Scrip with a User Defined >>>> Condition >>>> that returns 0 if the Queue is one that you want to exempt. >>> >>> >>> How do I programmatically add one of these User Defined Conditions >>> to >>> an existing RT Global Scrip? ?(Preferably something that I can do >>> in >>> my etc/initialdata) >> >> >> Ewww. Why??? > > Because I want to provide an extension that my client can install on > their RT installation, and when they type "make initdb" in the source > directory for my extension it adds all the things that are particular > to that extension to the RT system. Just like the way literally > dozens of other extensions that I've looked at do it. OIC. Incidentally, this is the first mention of "extension" in this thread. Writing an RT extension may be something that has been done dozens of times, but it's hard to guess that anyone in particular is doing it and asking questions about it on this list. You might get better guesses out of the rt-devel list. I'm not there. [...] >> With that caveat, I think it's not true that the way Scrips relate to >> Queues >> is inconsistent with Templates. Templates also are either >> Queue-specific or >> Global and point to their Queue by ID, rather than the Queue pointing >> to >> them by name. This is pretty much orthodox data structuring. > > That is simply not true. If I want to override the system provided > "Resolved" template for a particular queue, then all I have to do is > make a new template called "Resolved" on that queue. It's referenced > by name, and only my new Resolved template will be used for that > queue. That's an interesting fact that I'd somehow missed in 12 years of working with RT... A Scrip references its Template by ID. Really. I'm looking at that in the database. It's also documented that way in the API docs, but looking further down I see hints of nefarious magic at RT::Template->Load() I also just tested and confirmed what you say: even if I specifically pick the Global:$Name Template in a Scrip, the $QueueName:$Name Template gets used. Spooky. > If I want to override the behavior of the default "On Resolve > Notify Requestors" for a particular queue I can't just create a new > Scrip with the same name, because then it will run both Scrips. There > is no definition of the word "consistent" which that fits the > definition of. But Scrips cannot be that way: there is no RT::Scrip=>Name. There's a Description, but that would be analogous to a Template's Description. Since Scrips don't *HAVE* a Name, they can't override by Name, yes? But I do concede that there's inconsistency. Thus is the world. Different things are different. From scott.sjodin at gmail.com Sun May 20 09:40:18 2012 From: scott.sjodin at gmail.com (Scott Sjodin) Date: Sun, 20 May 2012 17:40:18 +0400 Subject: [rt-users] Postfix configuration and fetchmail Message-ID: Hi all, If you recall (you probably don't) I was attempting to use msmtp to send mail with my new RT 4.0.5 install. I have since abandoned those efforts and am now attempting to use Postfix to do so. Fetchmail is working fine, and I've followed the steps outlined in several install guides for setting up postfix to send mail (I can post my main.cf file for reference if requested). I am getting much further with Postfix already, but am still unable to send mail. When I look in /var/log/syslog I see the following after attempting to send a test message: May 20 06:35:08 Galactica postfix/smtp[14385]: C9F539019A: to=< scott.sjodin at gmail.com>, relay=smtp.mailanyone.net[72.35.23.195]:25, delay=0.53, delays=0.03/0.01/0.39/0.11, dsn=5.0.0, status=bounced (host smtp.mailanyone.net[72.35.23.195] said: 550 relay not permitted (in reply to RCPT TO command)) Any ideas? I'm at a loss here. Thanks, Scott -------------- next part -------------- An HTML attachment was scrubbed... URL: From esoward at remotedbaexperts.com Mon May 21 14:48:16 2012 From: esoward at remotedbaexperts.com (Evan Soward) Date: Mon, 21 May 2012 14:48:16 -0400 Subject: [rt-users] RT issues Message-ID: <8902ECFB06C73440874A90F82900BA0E1B8CF4584A@osgood.rdba.remotedbaexperts.com> -wanting to have tickets created from emails so put down the NoCreateUserOnEmailTicketCreate and since then have received the following error messages; opt/rt4/bin/rt-mailgate --queue BigBrother --action correspond --url http://rdbart001.rdba.remotedbaexperts.com --debug < /tmp/TEST-THIS Stack: [/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:19] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1631] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1448] [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] RT server error. The RT server which handled your email did not behave as expected. It said: Undefined subroutine &RT::Interface::Email::Auth::MailFrom::ParseSenderAddressFromHead called at /opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm line 19. Stack: [/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:19] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1631] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1448] [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] Please give me some hints if you've ever had these errors before, thanks for your help, Evan -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Mon May 21 14:57:28 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 21 May 2012 14:57:28 -0400 Subject: [rt-users] RT issues In-Reply-To: <8902ECFB06C73440874A90F82900BA0E1B8CF4584A@osgood.rdba.remotedbaexperts.com> References: <8902ECFB06C73440874A90F82900BA0E1B8CF4584A@osgood.rdba.remotedbaexperts.com> Message-ID: <4FBA9018.2090102@bestpractical.com> On 05/21/2012 02:48 PM, Evan Soward wrote: > -wanting to have tickets created from emails so put down the > NoCreateUserOnEmailTicketCreate and since then have received the > following error messages; This is a core feature of RT. I don't know what led you to that misguided wiki page, but please remove anything it told you to add and follow RT's standard instructions for setting up incoming email. The custom code you added is causing these failures, and you seem to have replaced the wrong file (it told you to add MailFrom_Local.pm, not overwrite MailFrom.pm). Thomas From robert.wysocki at contium.pl Tue May 22 01:09:37 2012 From: robert.wysocki at contium.pl (Robert Wysocki) Date: Tue, 22 May 2012 07:09:37 +0200 Subject: [rt-users] SLA and ticket parking Message-ID: <1337663377.32669.14.camel@rmwysocki> Hi, I'm working on a solution for "parking" tickets with SLA. Right now I have a custom status AwaitingClientResponse, which is (I hope) self-explanatory. The idea is that Owner sets this status and when Requestors answers, Scrip sets the status back to previous one (or to open, that really doesn't matter) and sets the Due date like that: Due date = Due date + (date now - last status change date) It all works well, status is being changed, due date is being calculated and set correctly, and right after that the original SLA Scrip - Set due date if needed - kicks in and changes due date back to its original value. Of course the first thing I tried was to move my Scrip to the end of Scrip list (both by # number and by name), but still SLA Scrip has the last word about the due date. Should I hack the original Scrip? Best regards, -- Robert Wysocki administrator system?w linuksowych CONTIUM S.A., http://www.contium.pl From scott.sjodin at gmail.com Tue May 22 02:48:36 2012 From: scott.sjodin at gmail.com (Scott Sjodin) Date: Tue, 22 May 2012 10:48:36 +0400 Subject: [rt-users] Postfix configuration and fetchmail In-Reply-To: <4FBA6745.3050400@cynjut.com> References: <4FBA6745.3050400@cynjut.com> Message-ID: Thanks Dave, I followed your advice and have postfix sending mail for me. This article helped a ton: http://www.howtoforge.com/postfix_relaying_through_another_mailserver Any advice on setting up security to prevent an open relay on my server? Thanks, Scott On Mon, May 21, 2012 at 8:03 PM, Dave Burgess wrote: > In order to relay through a mail server, you either need to be sending > mail to someone on that server, or have authorization. > > There are thousands of posts on setting up Postfix for relaying. > > Basically, you need to "sign in" to the mail server you want to use using > some kind of authentication protocol. This will depend largely on the > configuration of the server. > > Since you are running PostFix, you can skip that step altogether and set > up Postfix to send mail out directly to the recipient. This would probably > be much easier in the long run. Just be sure to set up your own security > so that no one can use you as an open relay. > > Dave > > > > On 5/20/2012 8:40 AM, Scott Sjodin wrote: > > Hi all, > > If you recall (you probably don't) I was attempting to use msmtp to send > mail with my new RT 4.0.5 install. I have since abandoned those efforts and > am now attempting to use Postfix to do so. Fetchmail is working fine, and > I've followed the steps outlined in several install guides for setting up > postfix to send mail (I can post my main.cf file for reference if > requested). > > I am getting much further with Postfix already, but am still unable to > send mail. When I look in /var/log/syslog I see the following after > attempting to send a test message: > > May 20 06:35:08 Galactica postfix/smtp[14385]: C9F539019A: to=< > scott.sjodin at gmail.com>, relay=smtp.mailanyone.net[72.35.23.195]:25, > delay=0.53, delays=0.03/0.01/0.39/0.11, dsn=5.0.0, status=bounced (host > smtp.mailanyone.net[72.35.23.195] said: 550 relay not permitted (in reply > to RCPT TO command)) > > Any ideas? I'm at a loss here. > > Thanks, > > Scott > > > > > > -- > Dave Burgess > Manager > Cynjut Consulting Services, LLC402-403-4434 (Phone, FAX, and Cell) > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ida.wellner at su.se Tue May 22 05:10:35 2012 From: ida.wellner at su.se (Ida Wellner) Date: Tue, 22 May 2012 09:10:35 +0000 Subject: [rt-users] Disable Squelch-Replies-To or un-squelching? Message-ID: Hi! In our organization RT tickets are created directly from user e-mail and e-mail from a number of different web forms in various applications. Recently I created a form in our knowledge base/wiki (Confluence) which also sends e-mail to RT, using same e-mail address as all the other forms use. This was the first form in Confluence that sends e-mail to RT. However I just noticed that no autoreply or auto-resolve message is being sent to requestors in the tickets created using the new form. This had me totally confused, but finally I noticed the difference, the two little lines in the incoming message header when the ticket was created which I assume is what's causing this: RT-Squelch-Replies-To: ida.wellner at su.se RT-DetectedAutoGenerated: true Is there any way of disabling this to prevent it from happening or "un-squelching" once it has happened? Either globally or just for these particular tickets using a scrip (I'm already doing other stuff to them using a scrip). I understand that the overall purpose is to prevent mail loops from other systems, but we're already handling the cases where other known RT instances e-mail our RT by excluding certain from-adresses in the autoreply scrips, so if turning the whole thing off is an option somehow I think that would be relatively safe. We're on RT 3.8.8. I've tried searching all the usual places for an answer but couldn't find one, so I'm really hoping someone on the list has any suggestions. Hopefully, Ida Wellner -------------- next part -------------- An HTML attachment was scrubbed... URL: From sjalexander at mpbx.com Tue May 22 07:32:11 2012 From: sjalexander at mpbx.com (Stephen J Alexander) Date: Tue, 22 May 2012 06:32:11 -0500 Subject: [rt-users] Postfix configuration and fetchmail In-Reply-To: References: <4FBA6745.3050400@cynjut.com> Message-ID: In a nutshell, you'll want to prevent unprivileged traffic going to your SMTP port(s). In other words, write firewall (iptables) rules to allow only authorized clients to use them - if the RT machine is the only machine that will be using the service, then you can drop anything and everything coming to the SMTP port(s) on external interfaces like eth0, eth1 and so forth. If you're unfamiliar with iptables, fwbuilder is a gui tool than can ease the transition. You'll still need to do some reading though. It may also be possible to configure postfix to only listen on the loopback interface, or only listen to localhost, but I don't know offhand about that. Regards, Stephen J Alexander MPBX, LLC http://mpbx.com 832-713-6729 On Tue, May 22, 2012 at 1:48 AM, Scott Sjodin wrote: > Thanks Dave, I followed your advice and have postfix sending mail for me. > > This article helped a ton: > http://www.howtoforge.com/postfix_relaying_through_another_mailserver > > Any advice on setting up security to prevent an open relay on my server? > > Thanks, > > Scott > > On Mon, May 21, 2012 at 8:03 PM, Dave Burgess wrote: > >> In order to relay through a mail server, you either need to be sending >> mail to someone on that server, or have authorization. >> >> There are thousands of posts on setting up Postfix for relaying. >> >> Basically, you need to "sign in" to the mail server you want to use using >> some kind of authentication protocol. This will depend largely on the >> configuration of the server. >> >> Since you are running PostFix, you can skip that step altogether and set >> up Postfix to send mail out directly to the recipient. This would probably >> be much easier in the long run. Just be sure to set up your own security >> so that no one can use you as an open relay. >> >> Dave >> >> >> >> On 5/20/2012 8:40 AM, Scott Sjodin wrote: >> >> Hi all, >> >> If you recall (you probably don't) I was attempting to use msmtp to >> send mail with my new RT 4.0.5 install. I have since abandoned >> those efforts and am now attempting to use Postfix to do so. Fetchmail is >> working fine, and I've followed the steps outlined in several install >> guides for setting up postfix to send mail (I can post my main.cf file >> for reference if requested). >> >> I am getting much further with Postfix already, but am still unable to >> send mail. When I look in /var/log/syslog I see the following after >> attempting to send a test message: >> >> May 20 06:35:08 Galactica postfix/smtp[14385]: C9F539019A: to=< >> scott.sjodin at gmail.com>, relay=smtp.mailanyone.net[72.35.23.195]:25, >> delay=0.53, delays=0.03/0.01/0.39/0.11, dsn=5.0.0, status=bounced (host >> smtp.mailanyone.net[72.35.23.195] said: 550 relay not permitted (in >> reply to RCPT TO command)) >> >> Any ideas? I'm at a loss here. >> >> Thanks, >> >> Scott >> >> >> >> >> >> -- >> Dave Burgess >> Manager >> Cynjut Consulting Services, LLC402-403-4434 (Phone, FAX, and Cell) >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From duihi77 at gmail.com Tue May 22 08:11:41 2012 From: duihi77 at gmail.com (Duane Hill) Date: Tue, 22 May 2012 12:11:41 +0000 Subject: [rt-users] Postfix configuration and fetchmail In-Reply-To: References: <4FBA6745.3050400@cynjut.com> Message-ID: <372063965.20120522121141@gmail.com> On Tuesday, May 22, 2012 at 11:32:11 UTC, sjalexander at mpbx.com confabulated: > In a nutshell, you'll want to prevent unprivileged traffic going to your > SMTP port(s). In other words, write firewall (iptables) rules to allow only > authorized clients to use them - if the RT machine is the only machine that > will be using the service, then you can drop anything and everything > coming to the SMTP port(s) on external interfaces like eth0, eth1 and so > forth. If you're unfamiliar with iptables, fwbuilder is a gui tool than can > ease the transition. You'll still need to do some reading though. > It may also be possible to configure postfix to only listen on the loopback > interface, or only listen to localhost, but I don't know offhand about that. Setting inet_interfaces in main.cf to localhost will do the trick: inet_interfaces = localhost > Regards, > Stephen J Alexander > MPBX, LLC > http://mpbx.com > 832-713-6729 > On Tue, May 22, 2012 at 1:48 AM, Scott Sjodin wrote: >> Thanks Dave, I followed your advice and have postfix sending mail for me. >> >> This article helped a ton: >> http://www.howtoforge.com/postfix_relaying_through_another_mailserver >> >> Any advice on setting up security to prevent an open relay on my server? >> >> Thanks, >> >> Scott >> >> On Mon, May 21, 2012 at 8:03 PM, Dave Burgess wrote: >> >>> In order to relay through a mail server, you either need to be sending >>> mail to someone on that server, or have authorization. >>> >>> There are thousands of posts on setting up Postfix for relaying. >>> >>> Basically, you need to "sign in" to the mail server you want to use using >>> some kind of authentication protocol. This will depend largely on the >>> configuration of the server. >>> >>> Since you are running PostFix, you can skip that step altogether and set >>> up Postfix to send mail out directly to the recipient. This would probably >>> be much easier in the long run. Just be sure to set up your own security >>> so that no one can use you as an open relay. >>> >>> Dave >>> >>> >>> >>> On 5/20/2012 8:40 AM, Scott Sjodin wrote: >>> >>> Hi all, >>> >>> If you recall (you probably don't) I was attempting to use msmtp to >>> send mail with my new RT 4.0.5 install. I have since abandoned >>> those efforts and am now attempting to use Postfix to do so. Fetchmail is >>> working fine, and I've followed the steps outlined in several install >>> guides for setting up postfix to send mail (I can post my main.cf file >>> for reference if requested). >>> >>> I am getting much further with Postfix already, but am still unable to >>> send mail. When I look in /var/log/syslog I see the following after >>> attempting to send a test message: >>> >>> May 20 06:35:08 Galactica postfix/smtp[14385]: C9F539019A: to=< >>> scott.sjodin at gmail.com>, relay=smtp.mailanyone.net[72.35.23.195]:25, >>> delay=0.53, delays=0.03/0.01/0.39/0.11, dsn=5.0.0, status=bounced (host >>> smtp.mailanyone.net[72.35.23.195] said: 550 relay not permitted (in >>> reply to RCPT TO command)) >>> >>> Any ideas? I'm at a loss here. -- If at first you don't succeed... ...so much for skydiving. From alexmv at bestpractical.com Tue May 22 10:34:53 2012 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 22 May 2012 10:34:53 -0400 Subject: [rt-users] [rt-announce] Security vulnerabilities in RT Message-ID: <1337697293.16298.1038.camel@umgah.localdomain> Internal audits of the RT codebase have uncovered a number of security vulnerabilities in RT. We are releasing versions 3.8.12 and 4.0.6 to resolve these vulnerabilities, as well as patches which apply atop all released versions of 3.8 and 4.0. The vulnerabilities addressed by 3.8.12, 4.0.6, and the below patches include the following: The previously released tool to upgrade weak password hashes as part of CVE-2011-0009 was an incomplete fix and failed to upgrade passwords of disabled users. This release includes an updated version of the `vulnerable-passwords` tool, which should be run again to upgrade the remaining password hashes. CVE-2011-2082 is assigned to this vulnerability. RT versions 3.0 and above contain a number of cross-site scripting (XSS) vulnerabilities which allow an attacker to run JavaScript with the user's credentials. CVE-2011-2083 is assigned to this vulnerability. RT versions 3.0 and above are vulnerable to multiple information disclosure vulnerabilities. This includes the ability for privileged users to expose users' previous password hashes -- this vulnerability is particularly dangerous given RT's weak hashing previous to the fix in CVE-2011-0009. A separate vulnerability allows privileged users to obtain correspondence history for any ticket in RT. CVE-2011-2084 is assigned to this vulnerability. All publicly released versions of RT are vulnerable to cross-site request forgery (CSRF), in which a malicious website causes the browser to make a request to RT as the currently logged in user. This attack vector could be used for information disclosure, privilege escalation, and arbitrary execution of code. Because some external integrations may rely on RT's previously permissive functionality, we have included a configuration option ($RestrictReferrer) to disable CSRF protection. We have also added an additional configuration parameter ($ReferrerWhitelist) to aid in exempting certain originating sites from CSRF protections. CVE-2011-2085 is assigned to this vulnerability. We have also added a separate configuration option ($RestrictLoginReferrer) to prevent login CSRF, a different class of CSRF attack where the user is silently logged in using the attacker's credentials. $RestrictLoginReferrer defaults to disabled, because this functionality's benign usage is more commonly relied upon and presents less of a threat vector for RT than many other types of online applications. RT versions 3.6.1 and above are vulnerable to a remote execution of code vulnerability if the optional VERP configuration options ($VERPPrefix and $VERPDomain) are enabled. RT 3.8.0 and higher are vulnerable to a limited remote execution of code which can be leveraged for privilege escalation. RT 4.0.0 and above contain a vulnerability in the global $DisallowExecuteCode option, allowing sufficiently privileged users to still execute code even if RT was configured to not allow it. CVE-2011-4458 is assigned to this set of vulnerabilities. RT versions 3.0 and above may, under some circumstances, still respect rights that a user only has by way of a currently-disabled group. CVE-2011-4459 is assigned to this vulnerability. RT versions 2.0 and above are vulnerable to a SQL injection attack, which allow privileged users to obtain arbitrary information from the database. CVE-2011-4460 is assigned to this vulnerability. In addition to releasing RT versions 3.8.12 and 4.0.6 which address these issues, we have also collected patches for all releases of 3.8 and 4.0 into a distribution available for download at this link: http://download.bestpractical.com/rt/release/security-2012-05-22.tar.gz http://download.bestpractical.com/rt/release/security-2012-05-22.tar.gz.asc 37e49809e28f1f48313a25b4abf3acd2e863fc26 security-2012-05-22.tar.gz 87be1fad89e078d49a146e8594eb64a78368b7cb security-2012-05-22.tar.gz.asc The README in the tarball contains instructions for applying the patches. If you need help resolving this issue locally, we will provide discounted pricing for single-incident support; please contact us at sales at bestpractical.com for more information. - Alex -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: This is a digitally signed message part URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From alexmv at bestpractical.com Tue May 22 10:37:09 2012 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 22 May 2012 10:37:09 -0400 Subject: [rt-users] [rt-announce] RT 3.8.12 Released - Security Release Message-ID: <1337697429.16298.1061.camel@umgah.localdomain> This release of RT contains important bugfixes and security updates. You can download it from: http://download.bestpractical.com/pub/rt/release/rt-3.8.12.tar.gz http://download.bestpractical.com/pub/rt/release/rt-3.8.12.tar.gz.sig SHA1 sums aa657de2fd687c51f31216df6dc1f639a0bc1f7c rt-3.8.12.tar.gz 1da5db780c40455ceeb9a6099364f2bb977271a6 rt-3.8.12.tar.gz.sig This release, in addition to being a bugfix release, also resolves a number of security vulnerabilities. It resolves CVE-2011-2082, CVE-2011-2083, CVE-2011-2084, CVE-2011-2085, CVE-2011-4458, CVE-2011-4459, and CVE-2011-4460. * Upgrade prototype.js to version 1.7, for compatibility with google charts. * Remove ie7.js, which is no longer used. * Ensure that TransactionBatch scripts are only run once. A complete changelog is available from git by running: git log rt-3.8.11..rt-3.8.12 - Alex -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: This is a digitally signed message part URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From alexmv at bestpractical.com Tue May 22 10:39:05 2012 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 22 May 2012 10:39:05 -0400 Subject: [rt-users] [rt-announce] RT 4.0.6 Released - Security Release Message-ID: <1337697545.16298.1080.camel@umgah.localdomain> RT 4.0.6 contains important security fixes, in addition to bugfixes. http://download.bestpractical.com/pub/rt/release/rt-4.0.6.tar.gz http://download.bestpractical.com/pub/rt/release/rt-4.0.6.tar.gz.sig SHA1 sums f5c0dd16da21f0af8e9c093057aa58cbab08d06b rt-4.0.6.tar.gz 1f862bbb1b335cd036d1c32c10d80f26e4ce99a1 rt-4.0.6.tar.gz.sig This release, in addition to being a bugfix release, also resolves a number of security vulnerabilities. It resolves CVE-2011-2082, CVE-2011-2083, CVE-2011-2084, CVE-2011-2085, CVE-2011-4458, CVE-2011-4459, and CVE-2011-4460. * Remove CSS3PIE, which simply added rounded corners on IE7 and IE8, as it was causing numerous crashes of IE. * Show the current status in the status dropdown during ticket update, to allow forced setting of the status. This functionality was available in RT 3.8, and is now being reinstated. * Use SearchBuilder queue limits to restrict what statuses and owners are displayed in drop-downs. * Make "New Ticket" a top-level SelfService menu item. * Display Lifecycle column correctly in queue admin lists. * Allow >64k attributes on MySQL; this is particularly useful for logos uploaded via the theming editor. * Remove two dependencies from the RT mailgate. * Adding new arbitrary links to tickets now works as expected in the REST interface. * Subject: lines in Forward Ticket templates are now respected. * Sort ticket link numbers numerically, not alphabetically. * Ticket reminders are no longer copied when creating a linked ticket; article and http:// links now are, however. * Use relative links (with no hostname) more consistently. * Correctly deal with non-ASCII attachment filenames which make use of MIME parameter value continuations. * Find queue-level CFs first in REST interface when there are duplicates by name. * Fix graphing of searches which reference Updated and other transaction-based limits. * Reminder statuses on open and resolve are now configurable per-lifecycle. * Fix quoting of CF names containing dashes and the like in the SearchBuilder. * Bump URI dependency to ensure utf8 URLs are correclty generated in Dashboard emails. * Permit and language attributes when scrubbing HTML. A complete changelog is available from git by running: git log rt-4.0.5..rt-4.0.6 - Alex -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: This is a digitally signed message part URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From alexmv at bestpractical.com Tue May 22 11:48:53 2012 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 22 May 2012 11:48:53 -0400 Subject: [rt-users] [rt-announce] Security vulnerabilities in RT In-Reply-To: <1337697293.16298.1038.camel@umgah.localdomain> References: <1337697293.16298.1038.camel@umgah.localdomain> Message-ID: <1337701733.16298.1648.camel@umgah.localdomain> On Tue, 2012-05-22 at 10:34 -0400, Alex Vandiver wrote: > In addition to releasing RT versions 3.8.12 and 4.0.6 which address > these issues, we have also collected patches for all releases of 3.8 and 4.0 > into a distribution available for download at this link: > > http://download.bestpractical.com/rt/release/security-2012-05-22.tar.gz > http://download.bestpractical.com/rt/release/security-2012-05-22.tar.gz.asc It has been brought to our attention that the patchset requires version 0.68 or higher of FCGI.pm if you are running a FastCGI deployment. A too-low version of this module will manifest as outgoing mail failing to be sent, and errors in the logs resembling: Could not send mail with command `[...]`: Can't locate object method "FILENO" via package "FCGI::Stream" RT 3.8.11 and 4.0.5 already require version 0.75 or higher, to ensure that you are protected from CVE-2011-2766, which affects mod_fastcgi: http://lists.bestpractical.com/pipermail/rt-announce/2011-October/000196.html - Alex _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From esoward at remotedbaexperts.com Tue May 22 12:56:35 2012 From: esoward at remotedbaexperts.com (Evan Soward) Date: Tue, 22 May 2012 12:56:35 -0400 Subject: [rt-users] RT issues In-Reply-To: <4FBA9018.2090102@bestpractical.com> References: <8902ECFB06C73440874A90F82900BA0E1B8CF4584A@osgood.rdba.remotedbaexperts.com> <4FBA9018.2090102@bestpractical.com> Message-ID: <8902ECFB06C73440874A90F82900BA0E1B8D02A1C1@osgood.rdba.remotedbaexperts.com> Thank you Thomas for your assistance, I'm almost there. Everything appears to work except for the actual mail into rt; There is an "rt" user in rt who will receive the emails. There is also "rt" in the aliases file for postfix. Thank you for your input, Evan # /opt/rt4/bin/rt-mailgate --queue BigBrother --action correspond --url http://rdbart001.rdba.remotedbaexperts.com --debug < /tmp/TEST-THIS /opt/rt4/bin/rt-mailgate: temp file is '/tmp/jDjeCKsFU6/zBd0zwFzzD' /opt/rt4/bin/rt-mailgate: connecting to http://rdbart001.rdba.remotedbaexperts.com/REST/1.0/NoAuth/mail-gateway not ok - Could not load a valid user -----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, May 21, 2012 2:57 PM To: RT Users Subject: Re: [rt-users] RT issues On 05/21/2012 02:48 PM, Evan Soward wrote: > -wanting to have tickets created from emails so put down the > NoCreateUserOnEmailTicketCreate and since then have received the > following error messages; This is a core feature of RT. I don't know what led you to that misguided wiki page, but please remove anything it told you to add and follow RT's standard instructions for setting up incoming email. The custom code you added is causing these failures, and you seem to have replaced the wrong file (it told you to add MailFrom_Local.pm, not overwrite MailFrom.pm). Thomas From trs at bestpractical.com Tue May 22 12:58:29 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 22 May 2012 12:58:29 -0400 Subject: [rt-users] RT issues In-Reply-To: <8902ECFB06C73440874A90F82900BA0E1B8D02A1C1@osgood.rdba.remotedbaexperts.com> References: <8902ECFB06C73440874A90F82900BA0E1B8CF4584A@osgood.rdba.remotedbaexperts.com> <4FBA9018.2090102@bestpractical.com> <8902ECFB06C73440874A90F82900BA0E1B8D02A1C1@osgood.rdba.remotedbaexperts.com> Message-ID: <4FBBC5B5.1030505@bestpractical.com> On 05/22/2012 12:56 PM, Evan Soward wrote: > Thank you Thomas for your assistance, I'm almost there. Everything > appears to work except for the actual mail into rt; There is an "rt" > user in rt who will receive the emails. There is also "rt" in the > aliases file for postfix. Thank you for your input, Evan You do _not_ need to create a special user inside RT to receive mail... there is no need for a user named "rt". > # /opt/rt4/bin/rt-mailgate --queue BigBrother --action correspond --url http://rdbart001.rdba.remotedbaexperts.com --debug < /tmp/TEST-THIS > /opt/rt4/bin/rt-mailgate: temp file is '/tmp/jDjeCKsFU6/zBd0zwFzzD' > /opt/rt4/bin/rt-mailgate: connecting to http://rdbart001.rdba.remotedbaexperts.com/REST/1.0/NoAuth/mail-gateway > not ok - Could not load a valid user Look at your webserver logs for RT. They'll probably tell you about granting rights. From hescobar at afslc.com Tue May 22 17:33:18 2012 From: hescobar at afslc.com (Hugo Escobar) Date: Tue, 22 May 2012 17:33:18 -0400 Subject: [rt-users] Creating a ticket with attachment in PHP In-Reply-To: <4F956C74.5010801@shadowprojects.org> References: <4F8E9000.8040108@shadowprojects.org> <20120419125432.GD8185@jibsheet.com> <4F926C2F.1030100@shadowprojects.org> <4F952A50.80400@shadowprojects.org> <20120423142927.GN8185@jibsheet.com> <4F956C74.5010801@shadowprojects.org> Message-ID: Hi there, I have this same problem, i need to add attachments to existing tickets via REST from php. I wrote this small piece of code: =-=-=-=-=-= code =-=-=-=-=-=-=-= $url = " http://ticket/rt4/REST/1.0/ticket/514/comment?user=$username&pass=$password "; $attachment_file = getcwd().'/somejpeg.jpg'; $attachment_content = file_get_contents($attachment_file); $file_name = 'attachment_1; filename="somejpeg.jpg"' . "\n" . 'Content-Type: image/jpeg'; $post_data=array($file_name=>$attachment_content, "content"=>"Ticket: 514\nAction: comment\nText: aaahhhhhhh\nAttachment: somejpeg.jpg\n"); $curl_handle=curl_init(); curl_setopt ($curl_handle, CURLOPT_URL,$url); curl_setopt ($curl_handle, CURLOPT_ENCODING, "deflate"); curl_setopt ($curl_handle, CURLOPT_COOKIEJAR, getcwd().'/cookies.txt'); curl_setopt ($curl_handle, CURLOPT_POST, 2); curl_setopt ($curl_handle, CURLOPT_POSTFIELDS, $post_data); curl_setopt ($curl_handle, CURLOPT_HEADER, 1); curl_setopt ($curl_handle, CURLOPT_RETURNTRANSFER, true); curl_setopt ($curl_handle, CURLOPT_HTTPHEADER, array( 'Expect:' ) ); $response = curl_exec($curl_handle); echo $response; curl_close($curl_handle); =-=-=-=-=-= end code -=-=-=-=-=-=- In order to have a reference, I submitted the file via rt from the command line with complete success. I wanted to look at what 'rt' sends so i used tcpflow to reconstruct the content, see below =-=-=-=-=-= request sent by 'rt' from cli =-=-=-=-=-== POST /rt4/REST/1.0/ticket/514/comment HTTP/1.1 TE: deflate,gzip;q=0.3 Connection: TE, close Host: ticket User-Agent: RT/3.0b Content-Length: 41964 Content-Type: multipart/form-data; boundary=xYzZY Cookie: RT_SID_ticket.80=c593fea8c27488b8b8764196a4b257d3 --xYzZY Content-Disposition: form-data; name="attachment_1"; filename="somejpeg.jpg" Content-Type: image/jpeg (binary content) --xYzZY Content-Disposition: form-data; name="content" Ticket: 514 Action: comment Cc: Bcc: Attachment: somejpeg.jpg TimeWorked: Text: going crazy --xYzZY-- =-=-=-=-=-=-=-= end of content sent by 'rt' =-=-=-==-=-= =-=-=-=-=-=-=-= content sent via php/curl -=-=-=-=-=-=- POST /rt4/REST/1.0/ticket/514/comment?user=someuser&pass=somepassword HTTP/1.1 Host: ticket Accept: */* Accept-Encoding: deflate Content-Length: 42046 Content-Type: multipart/form-data; boundary=----------------------------5e8f1e2cb2d5 ------------------------------5e8f1e2cb2d5 Content-Disposition: form-data; name="attachment_1; filename="somejpeg.jpg" Content-Type: image/jpeg" (binary content) ------------------------------5e8f1e2cb2d5 Content-Disposition: form-data; name="content" Ticket: 514 Action: comment Text: aaahhhhhhh Attachment: somejpeg.jpg ------------------------------5e8f1e2cb2d5-- =-=-=-=-=-=-= end of content sent via php/curl =-=-=-=-=-= I think that php is unable to construct messages of type multipart/form-data correctly. By comparing the line just after the boundary (for the binary part) you'll note that they are not equal. I couldn't find a way to replicate what rt generates with php. I tried using a very 'unnatural' key for the file name in $post_data but it doesn't work. All i get is the infamous: RT/4.0.2 400 Bad Request # No attachment for somejpeg.jpg. Any comments? Thanks, Hugo On Mon, Apr 23, 2012 at 10:51 AM, Guillaume Hilt wrote: > I hope so because I didn't find anything. > > I'm still digging and now I'm sending this kind of request to RT : > > HttpRequest Object > ( > [options:HttpRequest:private] => > [postFields:HttpRequest:**private] => Array > ( > [content] => id: 56 > > Action: comment > Text: Fichier joint > Attachment: ftp_networth.jpg > > --uploadfichiersupport-- > [attachment_1] => filename: ftp_networth.jpg > Content-Type: image/jpeg > > ???? .... (file content) > > Request Content-Type is set to "multipart/form-data; > boundary=uploadfichiersupport"**. > > I'm trying to find my way using the VB.net example. > > Guillaume Hilt > > > Le 23/04/2012 16:29, Kevin Falcone a ?crit : > > On Mon, Apr 23, 2012 at 12:09:20PM +0200, Guillaume Hilt wrote: >> >>> Ok, so i'm trying to comment an existing ticket with an attachment : >>> >>> >> >>> $request = new HttpRequest( $conf['rt']['url'] . >>> '/REST/1.0/ticket/' . $ticket_id . '/comment?user=' . >>> $conf['rt']['user'] . '&pass=' . $conf['rt']['password'], >>> HTTP_METH_POST ); >>> >>> // First way : attachment is directly in the request content >>> $post_data = array( 'content' => "id: " . $ticket_id . >>> "\nAction: comment\nText: Fichier joint\nAttachment: " . >>> $_FILES['uploadedfile']['name'**] . "\nattachment_1: " . >>> file_get_contents( $_FILES['uploadedfile']['tmp_**name'] ) . "\n" ); >>> >>> //Second way : i'm adding the attachment using postfile >>> $post_data = array( 'content' => "id: " . $ticket_id . >>> "\nAction: comment\nText: Fichier joint\n" ); >>> $request->addPostFields( $post_data ); >>> >>> $request->addPostFile( $_FILES['uploadedfile']['name'**], >>> file_get_contents( $_FILES['uploadedfile']['tmp_**name'] ) ); >>> $result = $request->send(); >>> >>> ?> >>> >>> Either way, it doesn't work. >>> >>> First way gives me a syntax error : >>> >>> HttpMessage Object >>> ( >>> [type:protected] => 2 >>> [body:protected] => RT/3.8.10 409 Syntax Error >>> >>> # Syntax error. >>> >>> id: 48 >>> Action: comment >>> Text: Fichier joint >>> Attachment: ftp_networth.jpg >>> attachment_1: \xFF\xD8\xFF\xE0 JFIF ` ` \xFF\xE1 \xE8Exif MM * >>> ; >>> #K -\xB4\xF3\xE5<\xC5d\xC90\xAA\**x9D\xCA\xDF+60pGKY^!\xD1c??\**xB5\xFF >>> J\xB9\xB2\xBB\xB4\x9B\xED \xB7v\xDB >>> >>> >>> Second way gives me this error : >>> PHP Fatal error: Uncaught exception 'HttpInvalidParamException' >>> with message 'Empty or too short HTTP message >>> >>> What am i doing wrong ? >>> >>> I searched in this list archive and google but I didn't find any >>> example on how to send an attachment with PHP and the API. >>> >> There are tests for this, so I know it works, I suggest using the >> bin/rt command line client in debug mode to see what it sends over the >> wire. Otherwise, numerous people have used PHP/Python/Ruby/Java to >> talk to the REST api so perhaps someone will volunteer some sample >> code. >> >> -kevin >> > -- Hugo Escobar [image: AFS_logo.png] Follow us on Facebook and Linked-In [image: facebook-24x24.png] [image: linkedin-24x24.png] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: facebook-24x24.png Type: image/png Size: 814 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: linkedin-24x24.png Type: image/png Size: 875 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: AFS_logo.png Type: image/png Size: 3183 bytes Desc: not available URL: From Alexander.Reintzsch at netsystem.de Wed May 23 03:16:22 2012 From: Alexander.Reintzsch at netsystem.de (Alexander Reintzsch) Date: Wed, 23 May 2012 07:16:22 +0000 Subject: [rt-users] Config of own plugin Message-ID: Hi folks, I am using RT 4.0.6. I wrote a plug-in which needs some variables to be set in the config file. So I created a file /opt/rt4/local/RTx-MYPLUGIN/etc/RT_SiteConfig.pm It looks like that: Set($MyVar, 'SomeValue'); 1; The plug-in is activated in /opt/rt4/etc/RT_SiteConfig.pm with Set(@Plugins,(qw(RTx::MYPLUGIN))); The plug-in works fine, but the config is being ignored. So, I have two options. 1) Add the lines from /opt/rt4/local/RTx-MYPLUGIN/etc/RT_SiteConfig.pm to /opt/rt4/etc/RT_SiteConfig.pm 2) create a symlink cd /opt/rt4/etc ln -s /opt/rt4/local/plugins/RTx-MYPLUGIN/etc/RT_SiteConfig.pm MYPLUGIN_Config.pm My questions are the following. How can I rewrite the plug-in so that the config in local/plugin/RTx-MYPLUGIN/etc/RT_SiteConfig.pm will be used when I include the plug-in? Where do I have to put this file? What other options do I have besides 1) and 2)? Thanks a lot for your help. Greetings, -- Alexander Reintzsch From fireskyer at emailn.de Wed May 23 03:27:55 2012 From: fireskyer at emailn.de (john s.) Date: Wed, 23 May 2012 00:27:55 -0700 (PDT) Subject: [rt-users] ical feed doesn't work Message-ID: <33893939.post@talk.nabble.com> Hello everybody OS: ubuntu 10.04 RT-Version: RT 3.8.9 I tried out the iCal funktion but all what i get is the plain code in the IE. BEGIN:VCALENDAR CALSCALE:gregorian METHOD:publish PRODID:-//RT-SBA-TEST-SYSTEM// VERSION:2.0 X-WR-CALDESC;VALUE=TEXT:Due dates for RT tickets: Queue = 'Verbesserungsvor schl?ge' X-WR-CALNAME;VALUE=TEXT:RT due dates BEGIN:VEVENT CREATED:20110808T145127Z DTEND;VALUE=DATE:20120509 DTSTAMP:20120523T072602Z DTSTART;VALUE=DATE:20120509 LAST-MODIFIED:20120523T072352Z ORGANIZER:LAEMMLEIN SUMMARY:Start: Abluftrohr Trockenofen tr?nkraum URL:http://srv66.sbah.local/?q=12 END:VEVENT BEGIN:VEVENT CREATED:20110808T145127Z DTEND;VALUE=DATE:20120525 DTSTAMP:20120523T072602Z DTSTART;VALUE=DATE:20120525 LAST-MODIFIED:20120523T072352Z ORGANIZER:LAEMMLEIN SUMMARY:Due: Abluftrohr Trockenofen tr?nkraum URL:http://srv66.sbah.local/?q=12 END:VEVENT END:VCALENDAR So i think the mason handler can't handle the ics files for outlook How i can configure the mason one for iCal feeds ? best regards john s. -- View this message in context: http://old.nabble.com/ical-feed-doesn%27t-work-tp33893939p33893939.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From bertignac at gmail.com Wed May 23 03:30:59 2012 From: bertignac at gmail.com (L B) Date: Wed, 23 May 2012 09:30:59 +0200 Subject: [rt-users] RT 4.0.6 and aileron CSS Message-ID: Hi, There is something a bit annoying with this CSS template: when you load a big ticket, the "main-navigation" and "page-navigation" menus are displayed only when the full page is loaded. Sound like a detail but it gives an impression of slowness. It's not a big deal if the page takes time to load, users most of the time don't notice the scrollbar is getting smaller, but they do notice the menus are blank for a while and then appear. Anyone figured out how to fix this? Another small thing about this template: Any reason why 4.0/ticket-history-alignment-fix-for-opera-and-ie7 has not been included in 4.0.6 ? I had to apply the patch myself, the current template version is broken for IE8 (and maybe opera but not tested). Thanks, -- L.B. From niall.wilson at ichec.ie Wed May 23 07:01:42 2012 From: niall.wilson at ichec.ie (Niall Wilson) Date: Wed, 23 May 2012 12:01:42 +0100 Subject: [rt-users] emails on ticket updates not being sent in 4.0.6 Message-ID: Hi, I've just updated to 4.0.6 and ticket updates are no longer being emailed. This does not seem to be related to the noted FCGI.pm problem as (1) I'm using mod_perl and (2) I updated the installed FCGI to v 0.74 just in case. If I revert to 4.0.5 email works fine. Sample debug output is : [Wed May 23 10:52:07 2012] [debug]: Working on mailfield To; recipients are (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:660) [Wed May 23 10:52:07 2012] [debug]: Subject: [ICHEC Systems Team #416] [Comment] ICHEC email address: forward, auto-reply and mailing-list unsubscription From: "Niall Wilson via ICHEC RT" Reply-To: support-systems-comment at ichec.ie In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: ICHEC Support RT-Ticket: ICHEC Support #416 Managed-by: RT 4.0.6 (http://www.bestpractical.com/rt/) RT-Originator: niall.wilson at ichec.ie Bcc: niall.wilson at ichec.ie MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:667) [Wed May 23 10:52:07 2012] [debug]: Removing deferred recipients from To: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:690) [Wed May 23 10:52:07 2012] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:699) [Wed May 23 10:52:07 2012] [debug]: Working on mailfield Cc; recipients are (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:660) [Wed May 23 10:52:07 2012] [debug]: Subject: [ICHEC Systems Team #416] [Comment] ICHEC email address: forward, auto-reply and mailing-list unsubscription From: "Niall Wilson via ICHEC RT" Reply-To: support-systems-comment at ichec.ie In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: ICHEC Support RT-Ticket: ICHEC Support #416 Managed-by: RT 4.0.6 (http://www.bestpractical.com/rt/) RT-Originator: niall.wilson at ichec.ie Bcc: niall.wilson at ichec.ie MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:667) [Wed May 23 10:52:07 2012] [debug]: Removing deferred recipients from Cc: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:690) [Wed May 23 10:52:07 2012] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:699) [Wed May 23 10:52:07 2012] [debug]: Working on mailfield Bcc; recipients are niall.wilson at ichec.ie (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:660) [Wed May 23 10:52:07 2012] [debug]: Subject: [ICHEC Systems Team #416] [Comment] ICHEC email address: forward, auto-reply and mailing-list unsubscription From: "Niall Wilson via ICHEC RT" Reply-To: support-systems-comment at ichec.ie In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: ICHEC Support RT-Ticket: ICHEC Support #416 Managed-by: RT 4.0.6 (http://www.bestpractical.com/rt/) RT-Originator: niall.wilson at ichec.ie Bcc: niall.wilson at ichec.ie MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:667) [Wed May 23 10:52:07 2012] [debug]: Got user mail preference 'Individual messages' for user niall.wilson at ichec.ie (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:681) [Wed May 23 10:52:07 2012] [debug]: Removing deferred recipients from Bcc: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:690) [Wed May 23 10:52:07 2012] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:699) [Wed May 23 10:52:07 2012] [debug]: No recipients found for deferred delivery on transaction #8091 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:712) [Wed May 23 10:52:07 2012] [info]: #416/8091 - Scrip 8 On Comment Notify AdminCcs as Comment (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) [Wed May 23 10:52:07 2012] [error]: : `/usr/sbin/sendmail -oi -t` exited with code 1 (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:465) [Wed May 23 10:52:07 2012] [crit]: : Could not send mail with command `/usr/sbin/sendmail -oi -t`: : `/usr/sbin/sendmail -oi -t` exited with code 1 at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 466. Stack: [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:466] [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:308] [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:128] [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232] [/opt/rt4/sbin/../lib/RT/Scrip.pm:475] [/opt/rt4/sbin/../lib/RT/Scrips.pm:198] [/opt/rt4/sbin/../lib/RT/Transaction.pm:201] [/opt/rt4/sbin/../lib/RT/Record.pm:1459] [/opt/rt4/sbin/../lib/RT/Ticket.pm:2243] [/opt/rt4/sbin/../lib/RT/Ticket.pm:2103] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1856] [/opt/rt4/share/html/Ticket/Display.html:164] [/opt/rt4/share/html/Ticket/Update.html:328] [/opt/rt4/share/html/Ticket/autohandler:19] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:568] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:318] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:470) -- Niall Wilson ICHEC Systems Team From giles at coochey.net Wed May 23 08:38:39 2012 From: giles at coochey.net (Giles Coochey) Date: Wed, 23 May 2012 13:38:39 +0100 Subject: [rt-users] emails on ticket updates not being sent in 4.0.6 In-Reply-To: References: Message-ID: <4FBCDA4F.9010701@coochey.net> On 23/05/2012 12:01, Niall Wilson wrote: > Hi, > > I've just updated to 4.0.6 and ticket updates are no longer being emailed. This does not seem to be related to the noted FCGI.pm problem as (1) I'm using mod_perl and (2) I updated the installed FCGI to v 0.74 just in case. > > If I revert to 4.0.5 email works fine. > > : `/usr/sbin/sendmail -oi -t` exited with code 1 (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:465) > [Wed May 23 10:52:07 2012] [crit]:: Could not send mail with command `/usr/sbin/sendmail -oi -t`:: `/usr/sbin/sendmail -oi -t` exited with code 1 at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 466. > > > Interesting - I've just upgraded to 4.0.6 from 4.0.5 and just tested this (I'm on CentOS 6.2, with mod_perl setup). I couldn't replicate your issue. It seems to me that the /usr/sbin/sendmail command failed - have you checked this? Permissions, command line options etc... -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4928 bytes Desc: S/MIME Cryptographic Signature URL: From bertignac at gmail.com Wed May 23 09:14:24 2012 From: bertignac at gmail.com (L B) Date: Wed, 23 May 2012 15:14:24 +0200 Subject: [rt-users] RT 4.0.6 and aileron CSS In-Reply-To: References: Message-ID: I reply to myself. Switching from mod_fastcgi to mod_fcgid improved a lot the speed and now this "slowness" is hard to notice. -- L.B. From niall.wilson at ichec.ie Wed May 23 09:40:17 2012 From: niall.wilson at ichec.ie (Niall Wilson) Date: Wed, 23 May 2012 14:40:17 +0100 Subject: [rt-users] emails on ticket updates not being sent in 4.0.6 In-Reply-To: <4FBCDA4F.9010701@coochey.net> References: <4FBCDA4F.9010701@coochey.net> Message-ID: > > On 23/05/2012 12:01, Niall Wilson wrote: >> Hi, >> >> I've just updated to 4.0.6 and ticket updates are no longer being emailed. This does not seem to be related to the noted FCGI.pm problem as (1) I'm using mod_perl and (2) I updated the installed FCGI to v 0.74 just in case. >> >> If I revert to 4.0.5 email works fine. >> > >> : `/usr/sbin/sendmail -oi -t` exited with code 1 (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:465) >> [Wed May 23 10:52:07 2012] [crit]:: Could not send mail with command `/usr/sbin/sendmail -oi -t`:: `/usr/sbin/sendmail -oi -t` exited with code 1 at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 466. >> >> >> > > Interesting - I've just upgraded to 4.0.6 from 4.0.5 and just tested this (I'm on CentOS 6.2, with mod_perl setup). I couldn't replicate your issue. It seems to me that the /usr/sbin/sendmail command failed - have you checked this? Permissions, command line options etc... > Thanks for the response but no, I've tested that and /usr/sbin/sendmail is working fine (tested manually and also by reverting to RT 4.0.5). From cloos at netcologne.de Wed May 23 09:51:40 2012 From: cloos at netcologne.de (Christian Loos) Date: Wed, 23 May 2012 15:51:40 +0200 Subject: [rt-users] Config of own plugin In-Reply-To: References: Message-ID: ?Maybe the config filename must be unique. Rename your config file in flocal/plugin/RTx-MYPLUGIN/etc/ from RT_SiteConfig.pm to MYPLUGIN_Config.pm. I never had problems with my solution. Take a look at: https://github.com/cloos/rt-extension-priorityasstring -Chris Am 23.05.2012 09:16, schrieb Alexander Reintzsch: > Hi folks, > > I am using RT 4.0.6. > I wrote a plug-in which needs some variables to be set in the config file. > So I created a file > /opt/rt4/local/RTx-MYPLUGIN/etc/RT_SiteConfig.pm > It looks like that: > > Set($MyVar, 'SomeValue'); > 1; > > The plug-in is activated in /opt/rt4/etc/RT_SiteConfig.pm with > Set(@Plugins,(qw(RTx::MYPLUGIN))); > > The plug-in works fine, but the config is being ignored. > So, I have two options. > 1) Add the lines from /opt/rt4/local/RTx-MYPLUGIN/etc/RT_SiteConfig.pm to /opt/rt4/etc/RT_SiteConfig.pm > > 2) create a symlink > cd /opt/rt4/etc > ln -s /opt/rt4/local/plugins/RTx-MYPLUGIN/etc/RT_SiteConfig.pm MYPLUGIN_Config.pm > > My questions are the following. > How can I rewrite the plug-in so that the config in local/plugin/RTx-MYPLUGIN/etc/RT_SiteConfig.pm will be used when I include the plug-in? > Where do I have to put this file? > What other options do I have besides 1) and 2)? > > Thanks a lot for your help. > > Greetings, > Christian Loos Network Documentation & Fibre Management _________________________________________________________________________ NETCOLOGNE Gesellschaft f?r Telekommunikation mbH Am Coloneum 9 | 50829 K?ln Tel: 0221 2222-276 | Fax: 0221 2222-7276 | Mobil: 0177 8888276 www.netcologne.de Gesch?ftsf?hrer: Dr. Hans Konle (Sprecher) Dipl.-Ing. Karl-Heinz Zankel Vorsitzender des Aufsichtsrates: Dr. Andreas Cerbe HRB 25580, AG K?ln Diese Nachricht (inklusive aller Anh?nge) ist vertraulich. Sollten Sie diese Nachricht versehentlich erhalten haben, bitten wir, den Absender (durch Antwort-E-Mail) hiervon unverz?glich zu informieren und die Nachricht zu l?schen. Die E-Mail darf in diesem Fall weder vervielf?ltigt noch in anderer Weise verwendet werden. From trs at bestpractical.com Wed May 23 10:03:12 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 23 May 2012 10:03:12 -0400 Subject: [rt-users] RT 4.0.6 and aileron CSS In-Reply-To: References: Message-ID: <4FBCEE20.20806@bestpractical.com> On 05/23/2012 03:30 AM, L B wrote: > There is something a bit annoying with this CSS template: when you > load a big ticket, the "main-navigation" and "page-navigation" menus > are displayed only when the full page is loaded. Sound like a detail > but it gives an impression of slowness. It's not a big deal if the > page takes time to load, users most of the time don't notice the > scrollbar is getting smaller, but they do notice the menus are blank > for a while and then appear. Anyone figured out how to fix this? Unfortunately the DOM needs to be fully loaded before the menus can be built into their final form. A workaround for this would be to move the JS that builds the menus out of and into an inline