From tjrc at sanger.ac.uk  Thu Nov  1 05:01:26 2012
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Thu, 1 Nov 2012 09:01:26 +0000
Subject: [rt-users] RT4.0.7 apache config question
In-Reply-To: <075EB917A60B9E4989CC8205FF8B3E9806A1BC0E@exchange1.ad.olemiss.edu>
References: <075EB917A60B9E4989CC8205FF8B3E9806A1BC0E@exchange1.ad.olemiss.edu>
Message-ID: <E296D15C-CE11-4196-A714-F6ADDF78BD6A@sanger.ac.uk>


On 31 Oct 2012, at 18:32, Daksh Chauhan <daksh at olemiss.edu> wrote:

> Note, we are running RT on port 8081, and see following in: /opt/rt4/etc/RT_SiteConfig.pm
> Set( $DatabasePort, '8081' );

Er, you mean WebPort, not DatabasePort, don't you?  DatabasePort is to tell RT where its database is listening, not where the web server is listening.

Regards,

Tim

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


From najib at magnifix.com.my  Thu Nov  1 05:05:39 2012
From: najib at magnifix.com.my (najib)
Date: Thu, 01 Nov 2012 17:05:39 +0800
Subject: [rt-users] create new user and give permission to view all
	unresolved tickets
Message-ID: <651600fb134d652679340467449339ed@guru.magnifix.com.my>

hi,

i am using rt 3.8.10

i have created new user

i need help on how to set permission to the new user
so he can only view 'all' tickets, not just 'my open tickets'?

thank you





From daksh at olemiss.edu  Thu Nov  1 10:08:29 2012
From: daksh at olemiss.edu (Daksh Chauhan)
Date: Thu, 1 Nov 2012 14:08:29 +0000
Subject: [rt-users] RT4.0.7 apache config question
In-Reply-To: <E296D15C-CE11-4196-A714-F6ADDF78BD6A@sanger.ac.uk>
References: <075EB917A60B9E4989CC8205FF8B3E9806A1BC0E@exchange1.ad.olemiss.edu>
	<E296D15C-CE11-4196-A714-F6ADDF78BD6A@sanger.ac.uk>
Message-ID: <075EB917A60B9E4989CC8205FF8B3E9806A1D636@exchange1.ad.olemiss.edu>

Thanks Tim, 
Was looking at it, copied and pasted it, but yet missed it :)

But, that is strange. I had configured RT with the script: (/opt/rt4/sbin/rt-server)
So, that created the entry in RT_SiteConfig.pm

Today, I went ahead and completely removed /opt/rt4 directory and downloaded rt4.0.8 package and did the install.
Similarly, used the script to configure and initialize the DB (/opt/rt4/sbin/rt-server)
Now, RT_SiteConfig.pm is correct:
Set( $WebPort, '8081' );
Set( $DatabaseType, 'mysql' );
Set( $DatabasePort, '' );


After the DB was initialized, I am running this command (from docs/web_deployment.pod)
/opt/rt4/sbin/rt-server --server Starman --port 8081
This works fine, and I can access RT and use it. 

However, if I try to use Apache mod_perl, I am getting same error:
---------------------
Starting httpd2 (prefork) Syntax OK
[Wed Oct 31 18:12:14 2012] [critical]: Undefined subroutine &main:: called.
END failed--call queue aborted. (/opt/rt4/sbin/../lib/RT.pm:341)
Undefined subroutine &main:: called.
END failed--call queue aborted.
The command line was:
/usr/sbin/httpd2-prefork -f /etc/apache2/httpd.conf         failed
---------------------

Thanks!


-----Original Message-----
From: Tim Cutts [mailto:tjrc at sanger.ac.uk] 
Sent: Thursday, November 01, 2012 4:01 AM
To: Daksh Chauhan
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT4.0.7 apache config question


On 31 Oct 2012, at 18:32, Daksh Chauhan <daksh at olemiss.edu> wrote:

> Note, we are running RT on port 8081, and see following in: 
> /opt/rt4/etc/RT_SiteConfig.pm Set( $DatabasePort, '8081' );

Er, you mean WebPort, not DatabasePort, don't you?  DatabasePort is to tell RT where its database is listening, not where the web server is listening.

Regards,

Tim

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


From WJEdsall at dow.com  Thu Nov  1 12:47:12 2012
From: WJEdsall at dow.com (Edsall, William (WJ))
Date: Thu, 1 Nov 2012 16:47:12 +0000
Subject: [rt-users] CommandByMail rt 4.0.7
Message-ID: <F0619AF235EBD540980A3B17975D63BA0FE440@046-CH1MPN1-042.046d.mgd.msft.net>

Does CommandByMail work in rt 4.0.7? I've installed it, added the following two lines to my RT_Siteconfig

Set( @Plugins, qw(RT::Authen::ExternalAuth RT::Extension::CommandByMail RT::Interface::Email::Filter::TakeAction) );
Set($CommandByMailStripOut, 1);

Yet when I try commands by mail (Like adding Subject: It worked), it doesn't seem to recognize my commands. It also doesn't seem to strip out the commands at all (I installed the diff).

Thanks
William
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From diaulas.castro at intersolution.inf.br  Thu Nov  1 13:20:57 2012
From: diaulas.castro at intersolution.inf.br (Diaulas Castro)
Date: Thu, 1 Nov 2012 17:20:57 +0000
Subject: [rt-users] RES: CommandByMail rt 4.0.7
In-Reply-To: <F0619AF235EBD540980A3B17975D63BA0FE440@046-CH1MPN1-042.046d.mgd.msft.net>
References: <F0619AF235EBD540980A3B17975D63BA0FE440@046-CH1MPN1-042.046d.mgd.msft.net>
Message-ID: <3B9178D874F56F47B616AB50C01F7B774057C51A@GRUPRD8002MB111.lamprd80.prod.outlook.com>

Just a note,
  I tried commandbymail but i got problems, our company deliver IT Solutions and almost of our customers are Oracle/Linux related...

  Sometimes when my coworkers reply with some sort of log or memory dump, "commandbymail" thinks it was command and process it.


So I created a couple of procmail filters that launches some bash scripts based on hidden (html) commands on mail.
My hidden commands are like this:
   ::ticketHC::schedule  2012-11-02 17:50
   ::ticketHC::change_requestor  john at domain.com

Every bash script fired have filter to just run when From: field match "@MYDOMAIN.COM"

  That was my solution to substitute "commanbymail" plugin.

Sorry about my poor english =(




De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Edsall, William (WJ)
Enviada em: quinta-feira, 1 de novembro de 2012 14:47
Para: rt-users at lists.bestpractical.com
Assunto: [rt-users] CommandByMail rt 4.0.7

Does CommandByMail work in rt 4.0.7? I've installed it, added the following two lines to my RT_Siteconfig

Set( @Plugins, qw(RT::Authen::ExternalAuth RT::Extension::CommandByMail RT::Interface::Email::Filter::TakeAction) );
Set($CommandByMailStripOut, 1);

Yet when I try commands by mail (Like adding Subject: It worked), it doesn't seem to recognize my commands. It also doesn't seem to strip out the commands at all (I installed the diff).

Thanks
William
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From trs at bestpractical.com  Thu Nov  1 15:09:03 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 01 Nov 2012 12:09:03 -0700
Subject: [rt-users] CommandByMail rt 4.0.7
In-Reply-To: <F0619AF235EBD540980A3B17975D63BA0FE440@046-CH1MPN1-042.046d.mgd.msft.net>
References: <F0619AF235EBD540980A3B17975D63BA0FE440@046-CH1MPN1-042.046d.mgd.msft.net>
Message-ID: <5092C8CF.2050406@bestpractical.com>

On 11/01/2012 09:47 AM, Edsall, William (WJ) wrote:
> Does CommandByMail work in rt 4.0.7? I?ve installed it, added the
> following two lines to my RT_Siteconfig
> 
> Set( @Plugins, qw(RT::Authen::ExternalAuth RT::Extension::CommandByMail
> RT::Interface::Email::Filter::TakeAction) );

You didn't follow the docs correctly.  Remove
"RT::Interface::Email::Filter::TakeAction" from @Plugins and add this
line after:

Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction));

The install instructions are here:
https://metacpan.org/source/FALCONE/RT-Extension-CommandByMail-0.10/INSTALL


From ram0502 at gmail.com  Thu Nov  1 15:50:01 2012
From: ram0502 at gmail.com (Ram)
Date: Thu, 1 Nov 2012 12:50:01 -0700
Subject: [rt-users] Perl conflicts
In-Reply-To: <06B95D96-46E2-4111-BECD-915C1F322DDB@sanger.ac.uk>
References: <CAAipLxFX8ssQNeb46cm8XE3cYU-tJ0DYwFRhc0SOG_MantsEaw@mail.gmail.com>
	<06B95D96-46E2-4111-BECD-915C1F322DDB@sanger.ac.uk>
Message-ID: <CAAipLxHtewUVTCzaAYSGy=tFXx1jEcs5VnbbM4TUBrezfbP8Jg@mail.gmail.com>

On Wed, Oct 31, 2012 at 10:06 AM, Tim Cutts <tjrc at sanger.ac.uk> wrote:
>
> On 31 Oct 2012, at 16:45, Ram <ram0502 at gmail.com> wrote:
>
>>> On my Mac, where I do some RT tinkering as a standalone build, I have an rt-support directory in my home directory, and I put all the libraries RT needs in there, and I point my PERL5LIB and DYLD_LIBRARY_PATH variables at it whenever I'm working on RT.  The relevant bits of my CPAN/MyConfig.pm file:
>>>
>>>  'makepl_arg' => q[INSTALL_BASE=~/rt-support],
>>>  'mbuildpl_arg' => q[--install_base ~/rt-support],
>>>
>>> and then my PERL5LIB is:
>>>
>>>  $HOME/rt-support/lib/perl5
>>>
>>
>> Yep this is exactly what we've tried but some of the required modules
>> do not respect those parameters (INSTALL and MANPAGE). We started to
>> tweak the perl make files for those modules one by one but it's not a
>> great way to go.
>
> As you see above, I don't set the individual locations like INSTALL and MANPAGE.  Just the INSTALL_BASE.  I have not found a single CPAN module that RT requires which did not install correctly in my ~/rt_support directory.  Which ones did you have problems with?


My mistake;  the issue seems to be that, in trying out the various
build variables, mbuildpl_arg was left with INSTALL_BASE rather than
--install_base...



>>> On my production RT server, which is running Ubuntu, I use the system perl, and install pre-packaged modules where I can, but if I can't I just let RT's 'make fixdeps' do what it likes, and install the necessary packages in the system's site perl directory.  Since the server isn't used for anything other than RT, I'm not bothered about superseding what the OS itself installs.  The major advantage of doing it that way is that it's then much easier to configure with the packaged versions of apache, mod_perl and so on.
>>
>> Our server runs CentOS 6 (downstream of RHEL 6) and it is no small
>> feat to get most of the perl modules as rpms, it is impossible to get
>> them all without building them ourselves.
>
> On Debian/Ubuntu systems there's a fabulous little package called dh-make-perl which whizzes off to CPAN, downloads the module sources, configures and builds it and results in a .deb package which you can install on the system.  Before RT 4.0 came out, that's how I built all the perl modules for our RT server.  It was a nice clean way to do it, if a bit of a faff.  Does CentOS have a similar script for making RPM's out of CPAN modules?

There are tools to do it (cpan2rpm comes to mind) and of course
something like perlbrew (oft mentioned in this type of discussion)
which I believe that compiles things into 'executables'. The above
solution is the best I can do IMO since it's unrealistic to expect all
the perl modules needed to show up in rpms for every OS though there
are no shortage of folks maintaining RPMs that are happy to build them
for whatever perl module you want (Dag and rpmforge come to mind for
CentOs).

Thanks again, I think seeing you write it out let to my getting it working!
ram



>
> Regards,
>
> Tim


From ram0502 at gmail.com  Thu Nov  1 15:57:27 2012
From: ram0502 at gmail.com (Ram)
Date: Thu, 1 Nov 2012 12:57:27 -0700
Subject: [rt-users] Perl conflicts
Message-ID: <CAAipLxFQ0LZpHZ1=BtPMFRp-cJ1F-2HVmUkMQLC9SJSajw6n8Q@mail.gmail.com>

> Date: Wed, 31 Oct 2012 10:25:31 -0700
> From: Thomas Sibley <trs at bestpractical.com>
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Perl conflicts
> Message-ID: <50915F0B.3050800 at bestpractical.com>
> Content-Type: text/plain; charset=UTF-8
>
> On 10/31/2012 09:45 AM, Ram wrote:
>> Any other ideas?
>
> It's worlds-apart easier and less error prone to use an entirely
> separate perl build instead of just a separate perl lib path.  See perlbrew.

Might've taken this path if tweaking configs didn't work out. Thanks
for the suggestion.
ram


From trs at bestpractical.com  Thu Nov  1 15:58:14 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 01 Nov 2012 12:58:14 -0700
Subject: [rt-users] Perl conflicts
In-Reply-To: <CAAipLxHtewUVTCzaAYSGy=tFXx1jEcs5VnbbM4TUBrezfbP8Jg@mail.gmail.com>
References: <CAAipLxFX8ssQNeb46cm8XE3cYU-tJ0DYwFRhc0SOG_MantsEaw@mail.gmail.com>
	<06B95D96-46E2-4111-BECD-915C1F322DDB@sanger.ac.uk>
	<CAAipLxHtewUVTCzaAYSGy=tFXx1jEcs5VnbbM4TUBrezfbP8Jg@mail.gmail.com>
Message-ID: <5092D456.1050301@bestpractical.com>

On 11/01/2012 12:50 PM, Ram wrote:
> There are tools to do it (cpan2rpm comes to mind) and of course
> something like perlbrew (oft mentioned in this type of discussion)
> which I believe that compiles things into 'executables'.

perlbrew doesn't compile Perl modules into executables.  perlbrew
compiles a whole another installation of perl for you, so that you don't
have to use /usr/bin/perl.  Once you're using your new perl, you can
install whatever modules you want from CPAN without wasting time getting
build and install paths correct everywhere.



From ram0502 at gmail.com  Thu Nov  1 15:58:49 2012
From: ram0502 at gmail.com (Ram)
Date: Thu, 1 Nov 2012 12:58:49 -0700
Subject: [rt-users] Perl conflicts
Message-ID: <CAAipLxGLukKSu7V-=bGY=nNvqoziqVh-q=_cBYXXchH-PZ-_Rw@mail.gmail.com>

> Date: Wed, 31 Oct 2012 12:47:49 -0500
> From: "ktm at rice.edu" <ktm at rice.edu>
> To: Thomas Sibley <trs at bestpractical.com>
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Perl conflicts
> Message-ID: <20121031174749.GV2872 at aart.rice.edu>
> Content-Type: text/plain; charset=us-ascii
>
> On Wed, Oct 31, 2012 at 10:25:31AM -0700, Thomas Sibley wrote:
>> On 10/31/2012 09:45 AM, Ram wrote:
>> > Any other ideas?
>>
>> It's worlds-apart easier and less error prone to use an entirely
>> separate perl build instead of just a separate perl lib path.  See perlbrew.
>>
>
> +1 It is much, much easier and basically foolproof. Using the separate
> perl lib path is definitely harder to get right and requires more package
> config jiggering. From most to least work:
>
> 1. system perl + CPAN
> 2. RT specific perl + CPAN
> 3. RT specific perl lib path + CPAN + config tweaking
>
> Cheers,
> Ken

Thanks again Ken.
Looks like #2 is the way we're going.
Ram


From ram0502 at gmail.com  Thu Nov  1 15:59:59 2012
From: ram0502 at gmail.com (Ram)
Date: Thu, 1 Nov 2012 12:59:59 -0700
Subject: [rt-users] Look up User by Attribute in Scrip
Message-ID: <CAAipLxF8pb-XTDG0MKEYnsXL++TLJ86GYNvVHaV_ge_KVXZv5w@mail.gmail.com>

> Date: Sat, 27 Oct 2012 13:14:22 -0500
> From: "ktm at rice.edu" <ktm at rice.edu>
> To: Ram <ram0502 at gmail.com>
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Look up User by Attribute in Scrip
> Message-ID: <20121027181422.GA21544 at aart.rice.edu>
> Content-Type: text/plain; charset=us-ascii
>
> On Fri, Oct 26, 2012 at 04:52:37PM -0700, Ram wrote:
>> Hey folks,
>> I'm writing a scrip to help us manage our voicemails in RT. The
>> voicemails arrive via email as attachments and the extension of the
>> recipient is the only distinguishing characteristic in the email. How
>> can I load an RT user in a script given only their work telephone?
>> thanks!
>> ram
>
> Hi Ram,
>
> You will need to lookup their phone number in a table that has their
> user information. Here this is all available in our campus LDAP directory
> so some simple Net::LDAP calls can be used for this. It could also pull
> the information from an RT custom field for the user as well.
>

Thanks, but as you probably saw I was actually looking for the RT
search method back into the RT user definition.
cheers,
ram


From alekreg at gmail.com  Thu Nov  1 16:27:04 2012
From: alekreg at gmail.com (Alek Cesarz)
Date: Thu, 01 Nov 2012 21:27:04 +0100
Subject: [rt-users] DateTime custom field display issues
In-Reply-To: <mailman.3.1351526401.5253.rt-users@lists.bestpractical.com>
References: <mailman.3.1351526401.5253.rt-users@lists.bestpractical.com>
Message-ID: <5092DB18.4010807@gmail.com>

rt-users-request at lists.bestpractical.com pisze, W dniu 2012-10-29 17:00:
> hello everyone,
> some time ago I asked my team member to investigate problem with display
> format of DateTime custom fields, but unfortunately he failed - so I
> have to fix it myself... ((-:
> I am using a few DateTime fields to mark some actions. they are rendered
> correctly in Ticket preview/summary but in searches they are shown in
> default ISO/UTC format.

hi,
has anyone seen this issue in you installations or am I the only case?

cheers,
Alek


From ivazquez at desdelaconsola.es  Fri Nov  2 04:53:21 2012
From: ivazquez at desdelaconsola.es (Ignacio Vazquez)
Date: Fri, 2 Nov 2012 09:53:21 +0100
Subject: [rt-users] Monthly reports with REST (timeout)
In-Reply-To: <3B9178D874F56F47B616AB50C01F7B774057B06E@GRUPRD8002MB111.lamprd80.prod.outlook.com>
References: <CAHVkeP_C-wsa9Y-WpujHmOwAZnX-9uUXNUDx+9mVdiekQrTD6Q@mail.gmail.com>
	<CAHVkeP8FhTam-SQW-tC0MNA_X=9pL86OVRrt+WJRKMQ-EuUHEg@mail.gmail.com>
	<3B9178D874F56F47B616AB50C01F7B774057B06E@GRUPRD8002MB111.lamprd80.prod.outlook.com>
Message-ID: <CAHVkeP-9BuaJX9rLdc-da1Sskkpo=9GF5TBRvFbMvM2UXrYR6A@mail.gmail.com>

First of all, excuse me, there has been a misunderstanding, I'm
talking about the CLI, nor the REST interface but the question is
still valid.
Diaulas, "-t ticket" is the default:
/opt/rt3/bin/rt help list
...
 -t type         Specifies the type of object to look for. (The
                    default is "ticket".)



2012/10/31 Diaulas Castro <diaulas.castro at intersolution.inf.br>:
> Just a bet, but try to use "-t ticket" on search.
>
>
>
>
>
> -----Mensagem original-----
> De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Ignacio Vazquez
> Enviada em: quarta-feira, 31 de outubro de 2012 09:26
> Para: rt-users at lists.bestpractical.com
> Assunto: [rt-users] Monthly reports with REST (timeout)
>
> Hi all,
> I've been generating monthly reports with a crontab script that includes a line like this:
> /opt/rt3/bin/rt list "created >= '2012-04-01' AND status != 'rejected'
> AND Queue = 'whatever' AND (owner = 'user1' OR owner = 'user2')" | grep -v "No matching results." | wc -l As you can see, I'm only interested in the total number of tickets.
> I've find out that with a large number of possible results, I get a timeout so 0 tickets are returned.
>
> However, using the web search, because of the paginated displays, the search is much faster and also the web shows how many items are in the whole list with a line "Found: xxx tickets".
>
> My intention is still using an automated way to obtain the numbers.
> I've been reading the REST documentation and there is no way to query only for totals.
>
> Any ideas?
>
> Ignacio.
> --------
> We're hiring! http://bestpractical.com/jobs
>
>


From jonathan.khattir at mobiquithings.net  Fri Nov  2 06:12:40 2012
From: jonathan.khattir at mobiquithings.net (Jonathan Khattir)
Date: Fri, 2 Nov 2012 11:12:40 +0100
Subject: [rt-users] Correspond yes but create No via email
In-Reply-To: <CAAZBCytGrA33WcB13SGztNtJuxFVynOzZbfxsd_=Fe8J4kwV5Q@mail.gmail.com>
References: <CAAZBCytGrA33WcB13SGztNtJuxFVynOzZbfxsd_=Fe8J4kwV5Q@mail.gmail.com>
Message-ID: <CAAZBCyt0Rz9hE1Q7OjBjWLyPPEJfQwGtsQ7YBzYE9EM+-QnnVQ@mail.gmail.com>

Ok thanks, i'm trying this solution.

2012/10/31 Jonathan Khattir <jonathan.khattir at mobiquithings.net>

>   I would like that user create ticket only via Web server and reply via
> email or web interface, but by default when i send it to the "correspond"
> address, it will create a new ticket if the
> there isn't a ticket number (RT syntax) in the subject that will update an
> existing ticket. I don't allow to create ticket via email.
>
> Thanks
>
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From WJEdsall at dow.com  Fri Nov  2 09:19:57 2012
From: WJEdsall at dow.com (Edsall, William (WJ))
Date: Fri, 2 Nov 2012 13:19:57 +0000
Subject: [rt-users] CommandByMail rt 4.0.7
In-Reply-To: <5092C8CF.2050406@bestpractical.com>
References: <F0619AF235EBD540980A3B17975D63BA0FE440@046-CH1MPN1-042.046d.mgd.msft.net>
	<5092C8CF.2050406@bestpractical.com>
Message-ID: <F0619AF235EBD540980A3B17975D63BA0FE7AA@046-CH1MPN1-042.046d.mgd.msft.net>

Thank you, this solved the issue. I must have overlooked the MailPlugins syntax.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Thursday, November 01, 2012 3:09 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] CommandByMail rt 4.0.7

On 11/01/2012 09:47 AM, Edsall, William (WJ) wrote:
> Does CommandByMail work in rt 4.0.7? I?ve installed it, added the
> following two lines to my RT_Siteconfig
> 
> Set( @Plugins, qw(RT::Authen::ExternalAuth RT::Extension::CommandByMail
> RT::Interface::Email::Filter::TakeAction) );

You didn't follow the docs correctly.  Remove
"RT::Interface::Email::Filter::TakeAction" from @Plugins and add this
line after:

Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction));

The install instructions are here:
https://metacpan.org/source/FALCONE/RT-Extension-CommandByMail-0.10/INSTALL
--------
We're hiring! http://bestpractical.com/jobs

From ivazquez at desdelaconsola.es  Fri Nov  2 09:44:40 2012
From: ivazquez at desdelaconsola.es (Ignacio Vazquez)
Date: Fri, 2 Nov 2012 14:44:40 +0100
Subject: [rt-users] Monthly reports with REST (timeout)
In-Reply-To: <CAHVkeP-9BuaJX9rLdc-da1Sskkpo=9GF5TBRvFbMvM2UXrYR6A@mail.gmail.com>
References: <CAHVkeP_C-wsa9Y-WpujHmOwAZnX-9uUXNUDx+9mVdiekQrTD6Q@mail.gmail.com>
	<CAHVkeP8FhTam-SQW-tC0MNA_X=9pL86OVRrt+WJRKMQ-EuUHEg@mail.gmail.com>
	<3B9178D874F56F47B616AB50C01F7B774057B06E@GRUPRD8002MB111.lamprd80.prod.outlook.com>
	<CAHVkeP-9BuaJX9rLdc-da1Sskkpo=9GF5TBRvFbMvM2UXrYR6A@mail.gmail.com>
Message-ID: <CAHVkeP85wpfChcS5p5HQ4R22kKtdo=MBby7Moq5a8=wkC8S=kg@mail.gmail.com>

My solution:
save a session cookie using wget like is explained in
http://requesttracker.wikia.com/wiki/REST:

	wget  --keep-session-cookies \
	 --save-cookies cookies.txt \
	 --post-data 'user=UUUU&pass=PPPP' \
	 http://my.rt.server
	
	The cookie is saved under "cookies.txt"
	
Build the desired Search in the web and click on "Show results".
Copy the entire URL and paste in the file "url.txt" (this is for
avoiding problems with escaping characters in further wget usage).
Execute:
	# wget -qO - --no-check-certificate --load-cookies cookies.txt -i
url.txt |grep -m 1 Found
	<title>Found 25,545 tickets</title>

So, all we need to do now is a script that modifies the date with the
desired date in the url file and send the results via email.

Ignacio.

2012/11/2 Ignacio Vazquez <ivazquez at desdelaconsola.es>:
> First of all, excuse me, there has been a misunderstanding, I'm
> talking about the CLI, nor the REST interface but the question is
> still valid.
> Diaulas, "-t ticket" is the default:
> /opt/rt3/bin/rt help list
> ...
>  -t type         Specifies the type of object to look for. (The
>                     default is "ticket".)
>
>
>
> 2012/10/31 Diaulas Castro <diaulas.castro at intersolution.inf.br>:
>> Just a bet, but try to use "-t ticket" on search.
>>
>>
>>
>>
>>
>> -----Mensagem original-----
>> De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Ignacio Vazquez
>> Enviada em: quarta-feira, 31 de outubro de 2012 09:26
>> Para: rt-users at lists.bestpractical.com
>> Assunto: [rt-users] Monthly reports with REST (timeout)
>>
>> Hi all,
>> I've been generating monthly reports with a crontab script that includes a line like this:
>> /opt/rt3/bin/rt list "created >= '2012-04-01' AND status != 'rejected'
>> AND Queue = 'whatever' AND (owner = 'user1' OR owner = 'user2')" | grep -v "No matching results." | wc -l As you can see, I'm only interested in the total number of tickets.
>> I've find out that with a large number of possible results, I get a timeout so 0 tickets are returned.
>>
>> However, using the web search, because of the paginated displays, the search is much faster and also the web shows how many items are in the whole list with a line "Found: xxx tickets".
>>
>> My intention is still using an automated way to obtain the numbers.
>> I've been reading the REST documentation and there is no way to query only for totals.
>>
>> Any ideas?
>>
>> Ignacio.
>> --------
>> We're hiring! http://bestpractical.com/jobs
>>
>>


From jonathan.khattir at mobiquithings.net  Fri Nov  2 09:57:02 2012
From: jonathan.khattir at mobiquithings.net (Jonathan Khattir)
Date: Fri, 2 Nov 2012 14:57:02 +0100
Subject: [rt-users] duplicated attachment
Message-ID: <CAAZBCyvA7SDYs14RRx=S4g4PzWN2E8uC22XbuVQZYPLPCyzJPA@mail.gmail.com>

When i reply to a ticket by mail, i ve got in the web interface two reply,
one in text/plain and one in html/plain. Even if i don't put html code in
my mail, i get two attachment. So i would like only one attachment in
plain/text.


http://imageshack.us/photo/my-images/811/duplicate.png/
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From self at miquelruiz.net  Fri Nov  2 10:32:05 2012
From: self at miquelruiz.net (Miquel Ruiz)
Date: Fri, 02 Nov 2012 15:32:05 +0100
Subject: [rt-users] "Permission denied" error email
Message-ID: <5093D965.50305@miquelruiz.net>

Hi all,

We're trying to make RT's mail messages a bit more user-friendly, and we 
have a problem:

When a user that sends mail to a Queue he doesn't have permission for, 
he only recieves a "Permission Denied" mail. Our users are Spanish, so 
we'd like to deliver the message in Spanish and English, with more 
explanatory text on how he or she can contact us.

We've tried to find documentation about how to customize the "Permission 
Denied" error message, but we've only found an unfollowed thread from 
2007 in the rt-users mailing list. All documentation leads to "give the 
user permission", but that isn't what we want (since the user shouldn't 
have permission in the first place).

It would be great if you can point us to the correct piece of 
documentation where show how it can be done (if it exists). If this is 
not possible at the moment, with some hints we could provide a patch (if 
it's a wanted feature).


Thank you very much. Best regards.

-- 
Miquel Ruiz


From trs at bestpractical.com  Fri Nov  2 12:36:01 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 02 Nov 2012 09:36:01 -0700
Subject: [rt-users] duplicated attachment
In-Reply-To: <CAAZBCyvA7SDYs14RRx=S4g4PzWN2E8uC22XbuVQZYPLPCyzJPA@mail.gmail.com>
References: <CAAZBCyvA7SDYs14RRx=S4g4PzWN2E8uC22XbuVQZYPLPCyzJPA@mail.gmail.com>
Message-ID: <5093F671.8030309@bestpractical.com>

On 11/02/2012 06:57 AM, Jonathan Khattir wrote:
> When i reply to a ticket by mail, i ve got in the web interface two
> reply, one in text/plain and one in html/plain. Even if i don't put html
> code in my mail, i get two attachment. So i would like only one
> attachment in plain/text.
> 
> http://imageshack.us/photo/my-images/811/duplicate.png/

Your email client is sending both parts, and RT is dutifully displaying
one of them.  It shows the existence of the second part, but not the
content, since it recognizes that's it's an "alternative version" of the
same message.

If you want to stop seeing both parts, configure your mail client to
stop sending both parts.


From gsollazz at sgul.ac.uk  Fri Nov  2 13:00:13 2012
From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo)
Date: Fri, 02 Nov 2012 17:00:13 +0000
Subject: [rt-users] Infinite loop of ticket creation
Message-ID: <5093FC1D.6020307@sgul.ac.uk>


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

Hi there,
this might be a very silly problem but today we had an exchange with a
supplier.

The supplier triggers an automatic "email creation notification" which
gets back to us, triggering a RT response, and so on.
To stop the loop, I had to deleted the ticket from database (by a manual
"delete from Tickets where id=...").

Is there anything we can do about it? It's happened twice in 2 years,
but I guess it's better to prevent this from happening.
Any pointer to useful docs?

Thanks,
Giuseppe

- -- 
____________________________________

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

Email: gsollazz at sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583
Twitter: http://twitter.com/sgulit
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://www.enigmail.net/

iQEcBAEBAgAGBQJQk/wdAAoJEAqigArPBfJXK98H/j840osIAdc5W7hepPbSDa4L
u4jveNu4qMJpVCkOXxOIpq2Vikr4+NoJ4F7/xxMbfC6Ryp2xj5X+nLd/tUenO1rp
k5pQq0piPS1dwwTBh+e1CuMUiS1omdeGsrgfX7aTwfsfUOAGPKOFcsQf9y1Pf0nS
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From matyas at cs.wisc.edu  Fri Nov  2 20:07:25 2012
From: matyas at cs.wisc.edu (=?ISO-8859-1?Q?M=E1ty=E1s_Selmeci?=)
Date: Fri, 02 Nov 2012 19:07:25 -0500
Subject: [rt-users] How to change the subject tag of a queue while allowing
 the use of the old subject tag as well?
Message-ID: <5094603D.102@cs.wisc.edu>

Hi,

I would like to change the subject tag of a queue without causing issues 
for users that are still using the old subject tag.

For example, if I change the subject tag of QUEUE from OLD to NEW, then 
new messages would be sent out with a subject like: "[NEW #2468] Foo". 
However, users responding to tickets made before the rename would reply 
with a subject like "[OLD #1234] Foo". I would still like the 
correspondence to go to ticket #1234. But what currently happens is that 
RT does not recognize the subject and creates a new ticket instead.

I have searched the archives and Google, but haven't found a clear 
answer. How can I do this? I am using RT 3.8.8.

Thanks,

-- 
-Mat



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From trs at bestpractical.com  Sat Nov  3 01:32:36 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 02 Nov 2012 22:32:36 -0700
Subject: [rt-users] How to change the subject tag of a queue while
 allowing the use of the old subject tag as well?
In-Reply-To: <5094603D.102@cs.wisc.edu>
References: <5094603D.102@cs.wisc.edu>
Message-ID: <5094AC74.9060801@bestpractical.com>

On 11/02/2012 05:07 PM, M?ty?s Selmeci wrote:
> I would like to change the subject tag of a queue without causing issues
> for users that are still using the old subject tag.
> 
> For example, if I change the subject tag of QUEUE from OLD to NEW, then
> new messages would be sent out with a subject like: "[NEW #2468] Foo".
> However, users responding to tickets made before the rename would reply
> with a subject like "[OLD #1234] Foo". I would still like the
> correspondence to go to ticket #1234. But what currently happens is that
> RT does not recognize the subject and creates a new ticket instead.
> 
> I have searched the archives and Google, but haven't found a clear
> answer. How can I do this? I am using RT 3.8.8.

You'll need to adjust the $EmailSubjectTagRegex option to match the OLD queue subject tag, as well as the default (your $rtname).

http://bestpractical.com/rt/docs/latest/RT_Config.html#EmailSubjectTagRegex


From ptomblin at xcski.com  Mon Nov  5 10:40:09 2012
From: ptomblin at xcski.com (Paul Tomblin)
Date: Mon, 5 Nov 2012 10:40:09 -0500
Subject: [rt-users] Doing scrips in the background?
Message-ID: <CAJCD8L_Kr_KCnR=fo5Oxc+yV=0YrLtXRwmRKqdQen-XJbjhobQ@mail.gmail.com>

I have a custom workflow which uses a custom web interface.  When the user
clicks the "Submit" button, the interface creates a "Master" ticket, and
then a bunch of sub-tickets, the number of which varies depending what
services they are requesting.  The users are complaining that the process
of submitting is taking too long.  If I were to move the sub-ticket
creation into an "On Create" scrip to run in TransactionBatch, would that
help the "Master" ticket creation return faster, or would the
Ticket->Create not return until the scrip ran and finished?


-- 
http://www.linkedin.com/in/paultomblin
http://careers.stackoverflow.com/ptomblin
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From Seth.Lake at vangent.com  Mon Nov  5 10:53:36 2012
From: Seth.Lake at vangent.com (Lake, Seth M (Vangent))
Date: Mon, 5 Nov 2012 15:53:36 +0000
Subject: [rt-users] Spreadsheet-esq Web Input
In-Reply-To: <344089BE6091124BA4C977E9CDB331CB20FE022F@DENEXCMBP02.vangent.local>
References: <344089BE6091124BA4C977E9CDB331CB20FDBFCE@DENEXCMBP02.vangent.local>,
	<344089BE6091124BA4C977E9CDB331CB20FE008B@DENEXCMBP02.vangent.local>,
	<344089BE6091124BA4C977E9CDB331CB20FE022F@DENEXCMBP02.vangent.local>
Message-ID: <344089BE6091124BA4C977E9CDB331CB20FE0482@DENEXCMBP02.vangent.local>

still looking for any info on how to make the CKEditor pop with formatted text (for example on a quoted reply).  any help is appreciated, thanks!
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From michael.kennedy at ucr.edu  Mon Nov  5 11:56:36 2012
From: michael.kennedy at ucr.edu (Mike Kennedy)
Date: Mon, 5 Nov 2012 16:56:36 +0000
Subject: [rt-users] Require Custom Field for Status Change?
Message-ID: <4377A360F69D024197AF65862DEBCC051FE6F532@EXCH-MBOX-2.exch.ucr.edu>

Hello,

Does anyone have a suggestion about how I might go about requiring some set of custom fields to be filled before a status change can happen? We have a queue that I have on a custom lifecycle. In order to allow a transition from one status "user testing" to "resolved", I want to require that two custom fields are filled out.

One way I think I can do this is to write a scrip that checks to see if these are filled out and then reverses the status change with an email to the person making the change. However, this isn't very user friendly. Preferably, there would be a friendly error message on the screen stating that the fields were required for this status change. A validation on the fields wouldn't make sense since they aren't actually required until later in the workflow and as far as I know.

Thanks for your suggestions.

Mike




From kjcsb at xnet.co.nz  Mon Nov  5 12:24:14 2012
From: kjcsb at xnet.co.nz (CB)
Date: Tue, 6 Nov 2012 06:24:14 +1300
Subject: [rt-users] Error when upgrading database from 3.8.9 to 3.9.1
Message-ID: <000a01cdbb7a$609e1730$21da4590$@co.nz>

We're long time RT users and are in the process of upgrading from 3.6.3 to
4.0.8 and are following the instructions on
http://www.bestpractical.com/rt/docs/4.0/UPGRADING.mysql.html and
http://www.bestpractical.com/rt/docs/4.0/README.html. I upgraded to 3.7.87,
ran the extra queries and continued the upgrade however it failed at the
step of upgrading to 3.9.1.

make upgrade-database
/usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database
--action upgrade --prompt-for-dba-password
In order to create or update your RT database, this script needs to connect
to your  mysql instance on localhost as root
Please specify that user's database password below. If the user has no
database
password, just press return.

Password:
Working with:
Type:   mysql
Host:   localhost
Name:   rt4
User:   root
DBA:    root
Enter RT version you're upgrading from: 3.8.9

Going to apply following upgrades:
* 3.9.1
* 3.9.2
* 3.9.3
* 3.9.5
* 3.9.6
* 3.9.7
* 3.9.8
* 4.0.0rc2
* 4.0.0rc4
* 4.0.0rc7
* 4.0.1
* 4.0.3
* 4.0.4
* 4.0.6

Enter RT version if you want to stop upgrade at some point,  or leave it
blank if you want apply above upgrades: 3.9.1

[snip]
[Mon Nov  5 17:15:24 2012] [warning]: DBD::mysql::st execute failed: You
have an error in your SQL syntax; check the manual that corresponds to your
MySQL server version for the right syntax to use near 'AND (Groups.Type =
'AdminCc') AND ((Groups.Domain = 'RT::System-Role' AND Groups' at line 1 at
/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 587.
(/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:587)
[Mon Nov  5 17:15:24 2012] [warning]: RT::Handle=HASH(0x23f02a8) couldn't
execute the query 'SELECT Groups.id  FROM Groups, Principals,
CachedGroupMembers WHERE Principals.Disabled = 0 AND
CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND
Principals.PrincipalType = 'Group' AND Principals.id =
CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId =  AND
(Groups.Type = 'AdminCc') AND ((Groups.Domain = 'RT::System-Role' AND
Groups.Instance = '1') OR (Groups.Domain = 'RT::System-Role' AND
Groups.Instance = '1')) LIMIT 1' at
/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 600.
 
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x23f02a8)',
'SELECT Groups.id  FROM Groups, Principals, CachedGroupMembers...') called
at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 632
 
DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0x23f02a8)',
'SELECT Groups.id  FROM Groups, Principals, CachedGroupMembers...') called
at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 538
        RT::Principal::_HasRoleRight('RT::Principal=HASH(0x3095198)',
'Right', 'ExecuteCode', 'EquivObjects', 'ARRAY(0x3095528)', 'Object',
'RT::System=HASH(0x2f062b0)') called at
/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 447
        RT::Principal::_HasRight('RT::Principal=HASH(0x3095198)', 'Right',
'ExecuteCode', 'EquivObjects', 'ARRAY(0x3095528)', 'Object',
'RT::System=HASH(0x2f062b0)') called at
/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 330
        RT::Principal::HasRight('RT::Principal=HASH(0x3095198)', 'Right',
'ExecuteCode', 'Object', 'RT::System=HASH(0x2f062b0)') called at
./etc/upgrade/3.9.1/content line 52
        RT::Handle::__ANON__() called at
/usr/src/rt-4.0.8/sbin/../lib/RT/Handle.pm line 769
        eval {...} called at /usr/src/rt-4.0.8/sbin/../lib/RT/Handle.pm line
769
        RT::Handle::InsertData('RT::Handle=HASH(0x23f02a8)',
'./etc/upgrade/3.9.1/content', undef) called at sbin/rt-setup-database line
293
        main::action_insert('prompt-for-dba-password', 1, 'datafile', undef,
'action', 'upgrade', 'datadir', './etc/upgrade/3.9.1', 'backcompat', ...)
called at sbin/rt-setup-database line 399
        main::action_upgrade('prompt-for-dba-password', 1, 'action',
'upgrade', 'dba', 'root') called at sbin/rt-setup-database line 198
(/usr/local/share/perl5/Carp.pm:103)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in string
eq at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 704.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:704)
[Mon Nov  5 17:15:24 2012] [critical]:  at
/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm line 231.
        RT::ACE::Create('RT::ACE=HASH(0x3095528)', 'RightName',
'ExecuteCode', 'Object', 'RT::System=HASH(0x2f062b0)', 'PrincipalType',
undef, 'PrincipalId', undef, ...) called at
/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 172
        RT::Principal::GrantRight('RT::Principal=HASH(0x3095198)', 'Right',
'ExecuteCode', 'Object', 'RT::System=HASH(0x2f062b0)') called at
./etc/upgrade/3.9.1/content line 57
        RT::Handle::__ANON__() called at
/usr/src/rt-4.0.8/sbin/../lib/RT/Handle.pm line 769
        eval {...} called at /usr/src/rt-4.0.8/sbin/../lib/RT/Handle.pm line
769
        RT::Handle::InsertData('RT::Handle=HASH(0x23f02a8)',
'./etc/upgrade/3.9.1/content', undef) called at sbin/rt-setup-database line
293
        main::action_insert('prompt-for-dba-password', 1, 'datafile', undef,
'action', 'upgrade', 'datadir', './etc/upgrade/3.9.1', 'backcompat', ...)
called at sbin/rt-setup-database line 399
        main::action_upgrade('prompt-for-dba-password', 1, 'action',
'upgrade', 'dba', 'root') called at sbin/rt-setup-database line 198
(/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:536)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value $princ_id
in concatenation (.) or string at /usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm
line 537. (/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:537)
[Mon Nov  5 17:15:24 2012] [critical]: Can't load a principal for id
(/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:537)
[Mon Nov  5 17:15:24 2012] [warning]: Unable to grant ExecuteCode on
principal : Principal  not found. (./etc/upgrade/3.9.1/content:63)
[Mon Nov  5 17:15:24 2012] [error]: ACE 24605 couldn't load its principal
object (/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:478)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in numeric
eq (==) at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 262.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:262)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in
concatenation (.) or string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm
line 295. (/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:295)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in join or
string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 315.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:315)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in join or
string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 320.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:320)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in join or
string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 320.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:320)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in string
eq at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 704.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:704)
[Mon Nov  5 17:15:24 2012] [critical]:  at
/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm line 231.
        RT::ACE::Create('RT::ACE=HASH(0x30960b0)', 'RightName',
'ExecuteCode', 'Object', 'RT::System=HASH(0x2f062b0)', 'PrincipalType',
undef, 'PrincipalId', undef, ...) called at
/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 172
        RT::Principal::GrantRight('RT::Principal=HASH(0x3096a10)', 'Right',
'ExecuteCode', 'Object', 'RT::System=HASH(0x2f062b0)') called at
./etc/upgrade/3.9.1/content line 57
        RT::Handle::__ANON__() called at
/usr/src/rt-4.0.8/sbin/../lib/RT/Handle.pm line 769
        eval {...} called at /usr/src/rt-4.0.8/sbin/../lib/RT/Handle.pm line
769
        RT::Handle::InsertData('RT::Handle=HASH(0x23f02a8)',
'./etc/upgrade/3.9.1/content', undef) called at sbin/rt-setup-database line
293
        main::action_insert('prompt-for-dba-password', 1, 'datafile', undef,
'action', 'upgrade', 'datadir', './etc/upgrade/3.9.1', 'backcompat', ...)
called at sbin/rt-setup-database line 399
        main::action_upgrade('prompt-for-dba-password', 1, 'action',
'upgrade', 'dba', 'root') called at sbin/rt-setup-database line 198
(/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:536)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value $princ_id
in concatenation (.) or string at /usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm
line 537. (/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:537)
[Mon Nov  5 17:15:24 2012] [critical]: Can't load a principal for id
(/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:537)
[Mon Nov  5 17:15:24 2012] [warning]: Unable to grant ExecuteCode on
principal : Principal  not found. (./etc/upgrade/3.9.1/content:63)
[Mon Nov  5 17:15:24 2012] [error]: ACE 22605 couldn't load its principal
object (/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:478)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in numeric
eq (==) at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 262.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:262)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in
concatenation (.) or string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm
line 295. (/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:295)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in join or
string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 315.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:315)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in join or
string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 320.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:320)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in join or
string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 320.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:320)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in string
eq at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 704.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:704)
[Mon Nov  5 17:15:24 2012] [critical]:  at
/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm line 231.
        RT::ACE::Create('RT::ACE=HASH(0x30962c0)', 'RightName',
'ExecuteCode', 'Object', 'RT::System=HASH(0x2f062b0)', 'PrincipalType',
undef, 'PrincipalId', undef, ...) called at
/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 172
        RT::Principal::GrantRight('RT::Principal=HASH(0x3096ab8)', 'Right',
'ExecuteCode', 'Object', 'RT::System=HASH(0x2f062b0)') called at
./etc/upgrade/3.9.1/content line 57
        RT::Handle::__ANON__() called at
/usr/src/rt-4.0.8/sbin/../lib/RT/Handle.pm line 769
        eval {...} called at /usr/src/rt-4.0.8/sbin/../lib/RT/Handle.pm line
769
        RT::Handle::InsertData('RT::Handle=HASH(0x23f02a8)',
'./etc/upgrade/3.9.1/content', undef) called at sbin/rt-setup-database line
293
        main::action_insert('prompt-for-dba-password', 1, 'datafile', undef,
'action', 'upgrade', 'datadir', './etc/upgrade/3.9.1', 'backcompat', ...)
called at sbin/rt-setup-database line 399
        main::action_upgrade('prompt-for-dba-password', 1, 'action',
'upgrade', 'dba', 'root') called at sbin/rt-setup-database line 198
(/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:536)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value $princ_id
in concatenation (.) or string at /usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm
line 537. (/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:537)
[Mon Nov  5 17:15:24 2012] [critical]: Can't load a principal for id
(/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:537)
[Mon Nov  5 17:15:24 2012] [warning]: Unable to grant ExecuteCode on
principal : Principal  not found. (./etc/upgrade/3.9.1/content:63)
[Mon Nov  5 17:15:24 2012] [error]: ACE 25655 couldn't load its principal
object (/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:478)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in numeric
eq (==) at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 262.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:262)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in
concatenation (.) or string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm
line 295. (/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:295)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in join or
string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 315.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:315)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in join or
string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 320.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:320)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in join or
string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 320.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:320)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in string
eq at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 704.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:704)
[Mon Nov  5 17:15:24 2012] [critical]:  at
/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm line 231.
        RT::ACE::Create('RT::ACE=HASH(0x30957b0)', 'RightName',
'ExecuteCode', 'Object', 'RT::System=HASH(0x2f062b0)', 'PrincipalType',
undef, 'PrincipalId', undef, ...) called at
/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 172
        RT::Principal::GrantRight('RT::Principal=HASH(0x3096788)', 'Right',
'ExecuteCode', 'Object', 'RT::System=HASH(0x2f062b0)') called at
./etc/upgrade/3.9.1/content line 57
        RT::Handle::__ANON__() called at
/usr/src/rt-4.0.8/sbin/../lib/RT/Handle.pm line 769
        eval {...} called at /usr/src/rt-4.0.8/sbin/../lib/RT/Handle.pm line
769
        RT::Handle::InsertData('RT::Handle=HASH(0x23f02a8)',
'./etc/upgrade/3.9.1/content', undef) called at sbin/rt-setup-database line
293
        main::action_insert('prompt-for-dba-password', 1, 'datafile', undef,
'action', 'upgrade', 'datadir', './etc/upgrade/3.9.1', 'backcompat', ...)
called at sbin/rt-setup-database line 399
        main::action_upgrade('prompt-for-dba-password', 1, 'action',
'upgrade', 'dba', 'root') called at sbin/rt-setup-database line 198
(/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:536)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value $princ_id
in concatenation (.) or string at /usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm
line 537. (/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:537)
[Mon Nov  5 17:15:24 2012] [critical]: Can't load a principal for id
(/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:537)
[Mon Nov  5 17:15:24 2012] [warning]: Unable to grant ExecuteCode on
principal : Principal  not found. (./etc/upgrade/3.9.1/content:63)
[Mon Nov  5 17:15:24 2012] [error]: ACE 21605 couldn't load its principal
object (/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:478)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in numeric
eq (==) at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 262.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:262)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in
concatenation (.) or string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm
line 295. (/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:295)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in join or
string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 315.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:315)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in join or
string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 320.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:320)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in join or
string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 320.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:320)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in string
eq at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 704.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:704)
[Mon Nov  5 17:15:24 2012] [critical]:  at
/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm line 231.
        RT::ACE::Create('RT::ACE=HASH(0x30977f0)', 'RightName',
'ExecuteCode', 'Object', 'RT::System=HASH(0x2f062b0)', 'PrincipalType',
undef, 'PrincipalId', undef, ...) called at
/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 172
        RT::Principal::GrantRight('RT::Principal=HASH(0x3097340)', 'Right',
'ExecuteCode', 'Object', 'RT::System=HASH(0x2f062b0)') called at
./etc/upgrade/3.9.1/content line 57
        RT::Handle::__ANON__() called at
/usr/src/rt-4.0.8/sbin/../lib/RT/Handle.pm line 769
        eval {...} called at /usr/src/rt-4.0.8/sbin/../lib/RT/Handle.pm line
769
        RT::Handle::InsertData('RT::Handle=HASH(0x23f02a8)',
'./etc/upgrade/3.9.1/content', undef) called at sbin/rt-setup-database line
293
        main::action_insert('prompt-for-dba-password', 1, 'datafile', undef,
'action', 'upgrade', 'datadir', './etc/upgrade/3.9.1', 'backcompat', ...)
called at sbin/rt-setup-database line 399
        main::action_upgrade('prompt-for-dba-password', 1, 'action',
'upgrade', 'dba', 'root') called at sbin/rt-setup-database line 198
(/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:536)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value $princ_id
in concatenation (.) or string at /usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm
line 537. (/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:537)
[Mon Nov  5 17:15:24 2012] [critical]: Can't load a principal for id
(/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:537)
[Mon Nov  5 17:15:24 2012] [warning]: Unable to grant ExecuteCode on
principal : Principal  not found. (./etc/upgrade/3.9.1/content:63)
[Mon Nov  5 17:15:24 2012] [error]: ACE 24655 couldn't load its principal
object (/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:478)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in numeric
eq (==) at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 262.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:262)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in
concatenation (.) or string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm
line 295. (/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:295)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in join or
string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 315.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:315)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in join or
string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 320.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:320)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in join or
string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 320.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:320)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in string
eq at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 704.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:704)
[Mon Nov  5 17:15:24 2012] [critical]:  at
/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm line 231.
        RT::ACE::Create('RT::ACE=HASH(0x30957b0)', 'RightName',
'ExecuteCode', 'Object', 'RT::System=HASH(0x2f062b0)', 'PrincipalType',
undef, 'PrincipalId', undef, ...) called at
/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 172
        RT::Principal::GrantRight('RT::Principal=HASH(0x3097400)', 'Right',
'ExecuteCode', 'Object', 'RT::System=HASH(0x2f062b0)') called at
./etc/upgrade/3.9.1/content line 57
        RT::Handle::__ANON__() called at
/usr/src/rt-4.0.8/sbin/../lib/RT/Handle.pm line 769
        eval {...} called at /usr/src/rt-4.0.8/sbin/../lib/RT/Handle.pm line
769
        RT::Handle::InsertData('RT::Handle=HASH(0x23f02a8)',
'./etc/upgrade/3.9.1/content', undef) called at sbin/rt-setup-database line
293
        main::action_insert('prompt-for-dba-password', 1, 'datafile', undef,
'action', 'upgrade', 'datadir', './etc/upgrade/3.9.1', 'backcompat', ...)
called at sbin/rt-setup-database line 399
        main::action_upgrade('prompt-for-dba-password', 1, 'action',
'upgrade', 'dba', 'root') called at sbin/rt-setup-database line 198
(/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:536)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value $princ_id
in concatenation (.) or string at /usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm
line 537. (/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:537)
[Mon Nov  5 17:15:24 2012] [critical]: Can't load a principal for id
(/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:537)
[Mon Nov  5 17:15:24 2012] [warning]: Unable to grant ExecuteCode on
principal : Principal  not found. (./etc/upgrade/3.9.1/content:63)
[Mon Nov  5 17:15:24 2012] [error]: ACE 22655 couldn't load its principal
object (/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:478)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in numeric
eq (==) at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 262.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:262)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in
concatenation (.) or string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm
line 295. (/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:295)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in join or
string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 315.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:315)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in join or
string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 320.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:320)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in join or
string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 320.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:320)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in string
eq at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 704.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:704)
[Mon Nov  5 17:15:24 2012] [critical]:  at
/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm line 231.
        RT::ACE::Create('RT::ACE=HASH(0x30977c0)', 'RightName',
'ExecuteCode', 'Object', 'RT::System=HASH(0x2f062b0)', 'PrincipalType',
undef, 'PrincipalId', undef, ...) called at
/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 172
        RT::Principal::GrantRight('RT::Principal=HASH(0x1c6ee70)', 'Right',
'ExecuteCode', 'Object', 'RT::System=HASH(0x2f062b0)') called at
./etc/upgrade/3.9.1/content line 57
        RT::Handle::__ANON__() called at
/usr/src/rt-4.0.8/sbin/../lib/RT/Handle.pm line 769
        eval {...} called at /usr/src/rt-4.0.8/sbin/../lib/RT/Handle.pm line
769
        RT::Handle::InsertData('RT::Handle=HASH(0x23f02a8)',
'./etc/upgrade/3.9.1/content', undef) called at sbin/rt-setup-database line
293
        main::action_insert('prompt-for-dba-password', 1, 'datafile', undef,
'action', 'upgrade', 'datadir', './etc/upgrade/3.9.1', 'backcompat', ...)
called at sbin/rt-setup-database line 399
        main::action_upgrade('prompt-for-dba-password', 1, 'action',
'upgrade', 'dba', 'root') called at sbin/rt-setup-database line 198
(/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:536)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value $princ_id
in concatenation (.) or string at /usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm
line 537. (/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:537)
[Mon Nov  5 17:15:24 2012] [critical]: Can't load a principal for id
(/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:537)
[Mon Nov  5 17:15:24 2012] [warning]: Unable to grant ExecuteCode on
principal : Principal  not found. (./etc/upgrade/3.9.1/content:63)
[Mon Nov  5 17:15:24 2012] [error]: ACE 25705 couldn't load its principal
object (/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:478)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in numeric
eq (==) at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 262.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:262)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in
concatenation (.) or string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm
line 295. (/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:295)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in join or
string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 315.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:315)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in join or
string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 320.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:320)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in join or
string at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 320.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:320)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value in string
eq at /usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 704.
(/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm:704)
[Mon Nov  5 17:15:24 2012] [critical]:  at
/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm line 231.
        RT::ACE::Create('RT::ACE=HASH(0x3097370)', 'RightName',
'ExecuteCode', 'Object', 'RT::System=HASH(0x2f062b0)', 'PrincipalType',
undef, 'PrincipalId', undef, ...) called at
/usr/src/rt-4.0.8/sbin/../lib/RT/Principal.pm line 172
        RT::Principal::GrantRight('RT::Principal=HASH(0x3097610)', 'Right',
'ExecuteCode', 'Object', 'RT::System=HASH(0x2f062b0)') called at
./etc/upgrade/3.9.1/content line 57
        RT::Handle::__ANON__() called at
/usr/src/rt-4.0.8/sbin/../lib/RT/Handle.pm line 769
        eval {...} called at /usr/src/rt-4.0.8/sbin/../lib/RT/Handle.pm line
769
        RT::Handle::InsertData('RT::Handle=HASH(0x23f02a8)',
'./etc/upgrade/3.9.1/content', undef) called at sbin/rt-setup-database line
293
        main::action_insert('prompt-for-dba-password', 1, 'datafile', undef,
'action', 'upgrade', 'datadir', './etc/upgrade/3.9.1', 'backcompat', ...)
called at sbin/rt-setup-database line 399
        main::action_upgrade('prompt-for-dba-password', 1, 'action',
'upgrade', 'dba', 'root') called at sbin/rt-setup-database line 198
(/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:536)
[Mon Nov  5 17:15:24 2012] [warning]: Use of uninitialized value $princ_id
in concatenation (.) or string at /usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm
line 537. (/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:537)
[Mon Nov  5 17:15:24 2012] [critical]: Can't load a principal for id
(/usr/src/rt-4.0.8/sbin/../lib/RT/ACE.pm:537)
[Mon Nov  5 17:15:24 2012] [warning]: Unable to grant ExecuteCode on
principal : Principal  not found. (./etc/upgrade/3.9.1/content:63)
Done.

Any suggestions appreciated.



From trs at bestpractical.com  Mon Nov  5 13:47:32 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 05 Nov 2012 10:47:32 -0800
Subject: [rt-users] Require Custom Field for Status Change?
In-Reply-To: <4377A360F69D024197AF65862DEBCC051FE6F532@EXCH-MBOX-2.exch.ucr.edu>
References: <4377A360F69D024197AF65862DEBCC051FE6F532@EXCH-MBOX-2.exch.ucr.edu>
Message-ID: <509809C4.5070606@bestpractical.com>

On 11/05/2012 08:56 AM, Mike Kennedy wrote:
> Does anyone have a suggestion about how I might go about requiring
> some set of custom fields to be filled before a status change can
> happen? We have a queue that I have on a custom lifecycle. In order
> to allow a transition from one status "user testing" to "resolved", I
> want to require that two custom fields are filled out.

There's actually an extension we've written to do this
(RT-Extension-MandatoryOnTransition), which is currently getting
polished.  It should be released soon, if you can wait.


From trs at bestpractical.com  Mon Nov  5 14:37:15 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 05 Nov 2012 11:37:15 -0800
Subject: [rt-users] Error when upgrading database from 3.8.9 to 3.9.1
In-Reply-To: <000a01cdbb7a$609e1730$21da4590$@co.nz>
References: <000a01cdbb7a$609e1730$21da4590$@co.nz>
Message-ID: <5098156B.3050101@bestpractical.com>

On 11/05/2012 09:24 AM, CB wrote:
> We're long time RT users and are in the process of upgrading from 3.6.3 to
> 4.0.8 and are following the instructions on
> http://www.bestpractical.com/rt/docs/4.0/UPGRADING.mysql.html and
> http://www.bestpractical.com/rt/docs/4.0/README.html. I upgraded to 3.7.87,
> ran the extra queries and continued the upgrade however it failed at the
> step of upgrading to 3.9.1.

Be sure to read the other UPGRADING documentation as well, for all
versions between 3.6.3 and 4.0.8.

Your database contains rows in the ACL table which point to Principals
that no longer exist.  Grep for the [error] lines "ACE NNNN couldn't
load it's principal object".  This indicates that records were manually
deleted from the database at some point, and done so incorrectly (as is
almost always the case with manual deletes by folks not understanding
the whole of the database).

The code doesn't handle this error case and blows up.  The ACL rows in
question are:

21605
22605
22655
24605
24655
25655
25705

You may want to take a look and see what happened to the Principals
referred to.  To proceed with the upgrade, add the following line to
etc/upgrade/3.9.1/content after the line reading "my $principal =
$ace->PrincipalObj;":

    next unless $principal->id;

After you've upgraded to 4.0.8, you'll want to run rt-validator to check
the integrity of your database and clean it up.

Thomas


From mmcgrath at carthage.edu  Mon Nov  5 16:54:26 2012
From: mmcgrath at carthage.edu (Max McGrath)
Date: Mon, 5 Nov 2012 15:54:26 -0600
Subject: [rt-users] Where are comments and correspondence held?
Message-ID: <CAH7EN_o6jMJYstGzosZFBf0b8+c5XFjrZjo2gyPZ62D5FZjp+A@mail.gmail.com>

Running RT 4.0.6.  Curious where the content of *comments* and/or *
correspondence* resides in the database?

Max
--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From jblaine at kickflop.net  Mon Nov  5 17:16:55 2012
From: jblaine at kickflop.net (Jeff Blaine)
Date: Mon, 05 Nov 2012 17:16:55 -0500
Subject: [rt-users] Where are comments and correspondence held?
In-Reply-To: <CAH7EN_o6jMJYstGzosZFBf0b8+c5XFjrZjo2gyPZ62D5FZjp+A@mail.gmail.com>
References: <CAH7EN_o6jMJYstGzosZFBf0b8+c5XFjrZjo2gyPZ62D5FZjp+A@mail.gmail.com>
Message-ID: <50983AD7.1050802@kickflop.net>

On 11/5/2012 4:54 PM, Max McGrath wrote:
> Running RT 4.0.6.  Curious where the content of *comments* and/or
> *correspondence* resides in the database?

In the transactions table, as I recall.


From chrisherrmann7 at gmail.com  Mon Nov  5 23:54:46 2012
From: chrisherrmann7 at gmail.com (Chris Herrmann)
Date: Tue, 6 Nov 2012 15:54:46 +1100
Subject: [rt-users] Spreadsheet esq
In-Reply-To: <mailman.9.1352134802.376.rt-users@lists.bestpractical.com>
References: <mailman.9.1352134802.376.rt-users@lists.bestpractical.com>
Message-ID: <5B17D230-0016-4702-A303-F27FE3818F79@gmail.com>

How about using rtfm and creating an article? I'm not sure if it's possible to put HTML into the template article however (have never tried). 

That might get you an HTML table with headings at least?

From robert.wysocki at contium.pl  Tue Nov  6 01:29:44 2012
From: robert.wysocki at contium.pl (Robert Wysocki)
Date: Tue, 6 Nov 2012 07:29:44 +0100
Subject: [rt-users] Where are comments and correspondence held?
In-Reply-To: <50983AD7.1050802@kickflop.net>
References: <CAH7EN_o6jMJYstGzosZFBf0b8+c5XFjrZjo2gyPZ62D5FZjp+A@mail.gmail.com>
	<50983AD7.1050802@kickflop.net>
Message-ID: <1352183384.3477.3.camel@s-rwysocki>

Dnia 2012-11-05, pon o godzinie 17:16 -0500, Jeff Blaine pisze:
> On 11/5/2012 4:54 PM, Max McGrath wrote:
> > Running RT 4.0.6.  Curious where the content of *comments* and/or
> > *correspondence* resides in the database?
> 
> In the transactions table, as I recall.

Actually in the attachments tabel.

Regards,
-- 
Robert Wysocki
administrator system?w linuksowych
Contium S.A., http://www.contium.pl




From bertignac at gmail.com  Tue Nov  6 03:42:05 2012
From: bertignac at gmail.com (L B)
Date: Tue, 6 Nov 2012 09:42:05 +0100
Subject: [rt-users] Upload multiple files customfield in Articles : no
	content
Message-ID: <CAAEkan0mJ+qok7BaT18wBftFk8ggT17AtXTwSU1=AkST2_dHpQ@mail.gmail.com>

Hi,

I'm running RT 4.0.6.

I have an article with an "Upload multiple files" custom field. I have
defined two PDFs in my article for this custom field.

When I try to use the article in a RT reply, I just see the two file names
but not the content. I don't see many other ways to make it work.

Is it normal / a bug / a feature ?

Thanks!
-- 
L.B.
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From tjrc at sanger.ac.uk  Tue Nov  6 04:58:05 2012
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Tue, 6 Nov 2012 09:58:05 +0000
Subject: [rt-users] Where are comments and correspondence held?
In-Reply-To: <1352183384.3477.3.camel@s-rwysocki>
References: <CAH7EN_o6jMJYstGzosZFBf0b8+c5XFjrZjo2gyPZ62D5FZjp+A@mail.gmail.com>
	<50983AD7.1050802@kickflop.net>
	<1352183384.3477.3.camel@s-rwysocki>
Message-ID: <FE005D7D-C263-455D-A46B-EE3314FA42AD@sanger.ac.uk>


On 6 Nov 2012, at 06:29, Robert Wysocki <robert.wysocki at contium.pl> wrote:

> Dnia 2012-11-05, pon o godzinie 17:16 -0500, Jeff Blaine pisze:
>> On 11/5/2012 4:54 PM, Max McGrath wrote:
>>> Running RT 4.0.6.  Curious where the content of *comments* and/or
>>> *correspondence* resides in the database?
>> 
>> In the transactions table, as I recall.
> 
> Actually in the attachments tabel.

Yep - each Ticket has 1..n transactions in the Transactions table, and each Transaction has 0..n attachments in the Attachments table.  The content of each comment or correspondence resides in the Attachments table.   It's often encoded, so it's not always trivial to extract the content with simple SQL.  For example, the following na?ve query gets the attachment rows for a ticket:

SELECT a.* FROM Tickets t, Transactions tx, Attachments a
 WHERE t.id = 294774
   AND tx.ObjectId = t.id
   AND tx.ObjectType = 'RT::Ticket'
   AND tx.id = a.TransactionId;

But generally you don't want to do that, and instead you want to use the perl API to get at them:

my $attachments = RT::Attachments->new(RT->SystemUser);
$attachments->LimitByTicket(294774);
$attachments->LimitNotEmpty;

while (my $a = $attachments->Next) {
  print $a->Content, "\n\n";
}

Regards,

Tim

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


From ptomblin at xcski.com  Tue Nov  6 07:24:38 2012
From: ptomblin at xcski.com (Paul Tomblin)
Date: Tue, 6 Nov 2012 07:24:38 -0500
Subject: [rt-users] Where are comments and correspondence held?
In-Reply-To: <FE005D7D-C263-455D-A46B-EE3314FA42AD@sanger.ac.uk>
References: <CAH7EN_o6jMJYstGzosZFBf0b8+c5XFjrZjo2gyPZ62D5FZjp+A@mail.gmail.com>
	<50983AD7.1050802@kickflop.net>
	<1352183384.3477.3.camel@s-rwysocki>
	<FE005D7D-C263-455D-A46B-EE3314FA42AD@sanger.ac.uk>
Message-ID: <CAJCD8L_WFFwUav5CT=rg7uGwUEqTNHDs5RqwRsSwqC1LoySrPw@mail.gmail.com>

On Tue, Nov 6, 2012 at 4:58 AM, Tim Cutts <tjrc at sanger.ac.uk> wrote:

> But generally you don't want to do that, and instead you want to use the
> perl API to get at them:
>
> my $attachments = RT::Attachments->new(RT->SystemUser);
> $attachments->LimitByTicket(294774);
> $attachments->LimitNotEmpty;
>

And if you *just* want Comments, say, you can do

    my $attachments = RT::Attachments->new(RT->SystemUser);
    $attachments->LimitByTicket(294774);
    $attachments->Limit(
      ALIAS           => $attachments->TransactionAlias,
      FIELD           => 'Type',
      OPERATOR        => '=',
      VALUE           => 'Comment',
      ENTRYAGGREGATOR => 'OR',
      CASESENSITIVE   => 1
    );

    while (my $attachment = $attachments->Next)
    {

(If there's an easier way to do that, please let me know)

-- 
http://www.linkedin.com/in/paultomblin
http://careers.stackoverflow.com/ptomblin
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From mmcgrath at carthage.edu  Tue Nov  6 09:52:45 2012
From: mmcgrath at carthage.edu (Max McGrath)
Date: Tue, 6 Nov 2012 08:52:45 -0600
Subject: [rt-users] Where are comments and correspondence held?
In-Reply-To: <CAJCD8L_WFFwUav5CT=rg7uGwUEqTNHDs5RqwRsSwqC1LoySrPw@mail.gmail.com>
References: <CAH7EN_o6jMJYstGzosZFBf0b8+c5XFjrZjo2gyPZ62D5FZjp+A@mail.gmail.com>
	<50983AD7.1050802@kickflop.net> <1352183384.3477.3.camel@s-rwysocki>
	<FE005D7D-C263-455D-A46B-EE3314FA42AD@sanger.ac.uk>
	<CAJCD8L_WFFwUav5CT=rg7uGwUEqTNHDs5RqwRsSwqC1LoySrPw@mail.gmail.com>
Message-ID: <CAH7EN_ri+4oRmboBLWQCXdpSJDJq8-6eB2_QxAFG=TEj=uy0Kg@mail.gmail.com>

Thanks all!

Very helpful!
--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu


On Tue, Nov 6, 2012 at 6:24 AM, Paul Tomblin <ptomblin at xcski.com> wrote:

>
>
> On Tue, Nov 6, 2012 at 4:58 AM, Tim Cutts <tjrc at sanger.ac.uk> wrote:
>
>> But generally you don't want to do that, and instead you want to use the
>> perl API to get at them:
>>
>> my $attachments = RT::Attachments->new(RT->SystemUser);
>> $attachments->LimitByTicket(294774);
>> $attachments->LimitNotEmpty;
>>
>
> And if you *just* want Comments, say, you can do
>
>     my $attachments = RT::Attachments->new(RT->SystemUser);
>     $attachments->LimitByTicket(294774);
>     $attachments->Limit(
>        ALIAS           => $attachments->TransactionAlias,
>       FIELD           => 'Type',
>       OPERATOR        => '=',
>       VALUE           => 'Comment',
>       ENTRYAGGREGATOR => 'OR',
>       CASESENSITIVE   => 1
>     );
>
>     while (my $attachment = $attachments->Next)
>     {
>
> (If there's an easier way to do that, please let me know)
>
> --
> http://www.linkedin.com/in/paultomblin
> http://careers.stackoverflow.com/ptomblin
>
>
> --------
> We're hiring! http://bestpractical.com/jobs
>
>
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From testwreq at gmail.com  Tue Nov  6 10:39:18 2012
From: testwreq at gmail.com (testwreq wreq)
Date: Tue, 6 Nov 2012 10:39:18 -0500
Subject: [rt-users] RT 4.0.8 on Ubuntu 12.04 release config error help
Message-ID: <CAE9VTQ+tUrX0dYv_vM+FeD7q7XydhkjR6iyJkEwtK27T7sr2tA@mail.gmail.com>

I am following installation instructions from the README:
http://bestpractical.com/rt/docs/latest/README.html

RT configure command failed with the following error on my new ubuntu
install. I will appreciate if anyone can advise a way to proceed further?
What is the fix for this error?


root at rt:/rt/rt-4.0.8# ./configure --prefix=/rt --with-web-user=www-data
--with-web-group=www-data
checking for a BSD-compatible install... /usr/bin/install -c
checking for perl... /usr/bin/perl
checking for chosen layout... relative
checking if group rt3 exists... not found
checking if group rt exists... not found
checking if group www-data exists... found
checking if database name is set... yes
checking if database name is valid... yes
checking for gcc... no
checking for cc... no
checking for cl.exe... no
configure: error: in `/rt/rt-4.0.8':
configure: error: no acceptable C compiler found in $PATH
See `config.log' for more details

Below is more information from config.log file:
## ----------- ##
## Core tests. ##
## ----------- ##
configure:2006: checking for a BSD-compatible install
configure:2074: result: /usr/bin/install -c
configure:2088: checking for perl
configure:2106: found /usr/bin/perl
configure:2119: result: /usr/bin/perl
configure:2497: checking for chosen layout
configure:2510: result: relative
configure:2712: checking if group rt3 exists
configure:2718: result: not found
configure:2712: checking if group rt exists
configure:2718: result: not found
configure:2712: checking if group www-data exists
configure:2715: result: found
configure:2744: checking if database name is set
configure:2747: result: yes
configure:2755: checking if database name is valid
configure:2758: result: yes
configure:2849: checking for gcc
configure:2879: result: no
configure:2942: checking for cc
configure:2989: result: no
configure:3045: checking for cl.exe
configure:3075: result: no
configure:3099: error: in `/rt/rt-4.0.8':
configure:3101: error: no acceptable C compiler found in $PATH
See `config.log' for more details
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From dominic.hargreaves at it.ox.ac.uk  Tue Nov  6 10:56:46 2012
From: dominic.hargreaves at it.ox.ac.uk (Dominic Hargreaves)
Date: Tue, 6 Nov 2012 15:56:46 +0000
Subject: [rt-users] RT 4.0.8 on Ubuntu 12.04 release config error help
In-Reply-To: <CAE9VTQ+tUrX0dYv_vM+FeD7q7XydhkjR6iyJkEwtK27T7sr2tA@mail.gmail.com>
References: <CAE9VTQ+tUrX0dYv_vM+FeD7q7XydhkjR6iyJkEwtK27T7sr2tA@mail.gmail.com>
Message-ID: <20121106155646.GF4146@squash.oucs.ox.ac.uk>

On Tue, Nov 06, 2012 at 10:39:18AM -0500, testwreq wreq wrote:
> I am following installation instructions from the README:
> http://bestpractical.com/rt/docs/latest/README.html
> 
> RT configure command failed with the following error on my new ubuntu
> install. I will appreciate if anyone can advise a way to proceed further?
> What is the fix for this error?
> 
> 
> root at rt:/rt/rt-4.0.8# ./configure --prefix=/rt --with-web-user=www-data
> --with-web-group=www-data
> checking for a BSD-compatible install... /usr/bin/install -c
> checking for perl... /usr/bin/perl
> checking for chosen layout... relative
> checking if group rt3 exists... not found
> checking if group rt exists... not found
> checking if group www-data exists... found
> checking if database name is set... yes
> checking if database name is valid... yes
> checking for gcc... no
> checking for cc... no
> checking for cl.exe... no
> configure: error: in `/rt/rt-4.0.8':
> configure: error: no acceptable C compiler found in $PATH
> See `config.log' for more details

I imagine the quickest way to proceed will be to first run

apt-get install gcc

as root.

However I am a bit confused as to why gcc is being required, as I
don't believe any native code is being compiled. Does autotools just
assume that it will be needed at some point or is it left over from
long ago when there were SUID wrappers?

Cheers,
Dominic.

-- 
Dominic Hargreaves, Systems Development and Support Section
IT Services, University of Oxford
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From testwreq at gmail.com  Tue Nov  6 11:00:50 2012
From: testwreq at gmail.com (testwreq wreq)
Date: Tue, 6 Nov 2012 11:00:50 -0500
Subject: [rt-users] RT 4.0.8 on Ubuntu 12.04 release config error help
In-Reply-To: <20121106155646.GF4146@squash.oucs.ox.ac.uk>
References: <CAE9VTQ+tUrX0dYv_vM+FeD7q7XydhkjR6iyJkEwtK27T7sr2tA@mail.gmail.com>
	<20121106155646.GF4146@squash.oucs.ox.ac.uk>
Message-ID: <CAE9VTQJ_B5Z3c9xAbaGqPMGLj-QY4Ny75dhcTFFuGtpb8GOK7A@mail.gmail.com>

Thank you so much. apt-get install gcc helped.


On Tue, Nov 6, 2012 at 10:56 AM, Dominic Hargreaves <
dominic.hargreaves at it.ox.ac.uk> wrote:

> On Tue, Nov 06, 2012 at 10:39:18AM -0500, testwreq wreq wrote:
> > I am following installation instructions from the README:
> > http://bestpractical.com/rt/docs/latest/README.html
> >
> > RT configure command failed with the following error on my new ubuntu
> > install. I will appreciate if anyone can advise a way to proceed further?
> > What is the fix for this error?
> >
> >
> > root at rt:/rt/rt-4.0.8# ./configure --prefix=/rt --with-web-user=www-data
> > --with-web-group=www-data
> > checking for a BSD-compatible install... /usr/bin/install -c
> > checking for perl... /usr/bin/perl
> > checking for chosen layout... relative
> > checking if group rt3 exists... not found
> > checking if group rt exists... not found
> > checking if group www-data exists... found
> > checking if database name is set... yes
> > checking if database name is valid... yes
> > checking for gcc... no
> > checking for cc... no
> > checking for cl.exe... no
> > configure: error: in `/rt/rt-4.0.8':
> > configure: error: no acceptable C compiler found in $PATH
> > See `config.log' for more details
>
> I imagine the quickest way to proceed will be to first run
>
> apt-get install gcc
>
> as root.
>
> However I am a bit confused as to why gcc is being required, as I
> don't believe any native code is being compiled. Does autotools just
> assume that it will be needed at some point or is it left over from
> long ago when there were SUID wrappers?
>
> Cheers,
> Dominic.
>
> --
> Dominic Hargreaves, Systems Development and Support Section
> IT Services, University of Oxford
>
> --------
> We're hiring! http://bestpractical.com/jobs
>
>
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From tjrc at sanger.ac.uk  Tue Nov  6 11:21:17 2012
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Tue, 6 Nov 2012 16:21:17 +0000
Subject: [rt-users] RT 4.0.8 on Ubuntu 12.04 release config error help
In-Reply-To: <20121106155646.GF4146@squash.oucs.ox.ac.uk>
References: <CAE9VTQ+tUrX0dYv_vM+FeD7q7XydhkjR6iyJkEwtK27T7sr2tA@mail.gmail.com>
	<20121106155646.GF4146@squash.oucs.ox.ac.uk>
Message-ID: <E9DB353A-FCAB-40EB-8B34-F6A5D018F7B5@sanger.ac.uk>


On 6 Nov 2012, at 15:56, Dominic Hargreaves <dominic.hargreaves at it.ox.ac.uk> wrote:

> I imagine the quickest way to proceed will be to first run
> 
> apt-get install gcc
> 
> as root.
> 
> However I am a bit confused as to why gcc is being required, as I
> don't believe any native code is being compiled. Does autotools just
> assume that it will be needed at some point or is it left over from
> long ago when there were SUID wrappers?

Perhaps, but it's effectively required for when you come to the 'make fixdeps' stage, since you will almost certainly need a functional C compiler to build a lot of the perl modules that RT needs.  So even though none of RT itself is in C, some of the things the installation process does need a C compiler.

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 matt at smtl.co.uk  Tue Nov  6 11:27:43 2012
From: matt at smtl.co.uk (Matthew Moore)
Date: Tue, 06 Nov 2012 16:27:43 +0000
Subject: [rt-users] RT BounceMerge/RTBounceHandler
In-Reply-To: <mailman.3.1351526401.5253.rt-users@lists.bestpractical.com>
References: <mailman.3.1351526401.5253.rt-users@lists.bestpractical.com>
Message-ID: <50993A7F.9090301@smtl.co.uk>

On 29/10/12 16:00, rt-users-request at lists.bestpractical.com wrote:
> Message: 4
> Date: Mon, 29 Oct 2012 15:57:52 +0000
> From: Matthew Moore <matt at smtl.co.uk>
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] RT BounceMerge/RTBounceHandler
> Message-ID: <508EA780.10601 at smtl.co.uk>
> Content-Type: text/plain; charset=ISO-8859-1
>
> Hi all,
>
> I've been trying to setup something with in RT which handles bounces in
> some way shape or form.  I'd be quite happy with bounces just going into
> a queue which we can review and deal with in that way.  Obviously the
> ideal way would be for the bounce to be merged into the queue with out
> RT going into a loop.
>
> I've tried the BounceMerge script, which doesn't seem to work at all. 
> http://requesttracker.wikia.com/wiki/BounceMerge (I just followed the
> wiki instructions, but bounces have never been added to any queues)
>
> I've also tried the RTBounceHandler script -
> http://requesttracker.wikia.com/wiki/RtBounceHandler
>
> RTBounceHandler seems like it's the one most likely to work.  So I've a
> few questions:
>
> 1 - Do you need to have a rtbouncehandler alias for each queue that you
> want checking for bounces?  eg rtbouncehandler-info,
> rtbouncehandler-general etc etc
>
> 2 - Or do you just need one alias pointing at a 'bounces' queue (which
> is what I've done).
>
> 3 - Any ideas on the best way to check it's working?
>
> Using RT 3.8.7.  Got the relevant perl modules installed on my mailserver.
>
> Thanks,
>

Sorry to 'bump' this, but anyone got any thoughts on this?

Cheers,

-- 
Matthew Moore
Surgical Materials Testing Laboratory
System Administrator
Telephone: +44 (0)1656 752165
Email: matt at smtl.co.uk



From testwreq at gmail.com  Tue Nov  6 11:46:35 2012
From: testwreq at gmail.com (testwreq wreq)
Date: Tue, 6 Nov 2012 11:46:35 -0500
Subject: [rt-users] xml:rss ... missing
Message-ID: <CAE9VTQ+HYM8oupjUduOm3FLdoCfdBwHpBF+qd47pZCohKPejOA@mail.gmail.com>

After running fixdeps, got an error:

SOME DEPENDENCIES WERE MISSING.
MASON missing dependencies:
        XML::RSS ...MISSING
                Can't locate XML/RSS.pm in @INC (@INC contains: /etc/perl
/usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5
/usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14
/usr/local/lib/site_perl /rt/rt-4.0.8)
make: *** [testdeps] Error 1

How should we install this dependency?

Thanx in advance.
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From lab at pacbell.net  Tue Nov  6 11:54:01 2012
From: lab at pacbell.net (20/20 Lab)
Date: Tue, 06 Nov 2012 08:54:01 -0800
Subject: [rt-users] xml:rss ... missing
In-Reply-To: <CAE9VTQ+HYM8oupjUduOm3FLdoCfdBwHpBF+qd47pZCohKPejOA@mail.gmail.com>
References: <CAE9VTQ+HYM8oupjUduOm3FLdoCfdBwHpBF+qd47pZCohKPejOA@mail.gmail.com>
Message-ID: <509940A9.8040703@pacbell.net>

When I've installed it, I've found a lot of modules that can not / will 
not 'fixdeps' there way in. I'm not sure why, but grabbing the modules 
from cpan and installing the individual modules worked out fine.

http://search.cpan.org/~shlomif/XML-RSS-1.49/lib/XML/RSS.pm

-Matt

On 11/06/2012 08:46 AM, testwreq wreq wrote:
> After running fixdeps, got an error:
> SOME DEPENDENCIES WERE MISSING.
> MASON missing dependencies:
>         XML::RSS ...MISSING
>                 Can't locate XML/RSS.pm in @INC (@INC contains: 
> /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 
> /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 
> /usr/share/perl/5.14 /usr/local/lib/site_perl /rt/rt-4.0.8)
> make: *** [testdeps] Error 1
> How should we install this dependency?
> Thanx in advance.
>
>
> --------
> We're hiring! http://bestpractical.com/jobs

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From tjrc at sanger.ac.uk  Tue Nov  6 11:54:42 2012
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Tue, 6 Nov 2012 16:54:42 +0000
Subject: [rt-users] xml:rss ... missing
In-Reply-To: <CAE9VTQ+HYM8oupjUduOm3FLdoCfdBwHpBF+qd47pZCohKPejOA@mail.gmail.com>
References: <CAE9VTQ+HYM8oupjUduOm3FLdoCfdBwHpBF+qd47pZCohKPejOA@mail.gmail.com>
Message-ID: <3F8C1A45-B2E4-4F99-8B35-44714690AFC2@sanger.ac.uk>


On 6 Nov 2012, at 16:46, testwreq wreq <testwreq at gmail.com> wrote:

> After running fixdeps, got an error:
>  
> SOME DEPENDENCIES WERE MISSING.
> MASON missing dependencies:
>         XML::RSS ...MISSING
>                 Can't locate XML/RSS.pm in @INC (@INC contains: /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl /rt/rt-4.0.8) 
> make: *** [testdeps] Error 1
>  
> How should we install this dependency?
>  

apt-get install libxml-rss-perl 

should sort it out for you.

Tim

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


From testwreq at gmail.com  Tue Nov  6 11:57:56 2012
From: testwreq at gmail.com (testwreq wreq)
Date: Tue, 6 Nov 2012 11:57:56 -0500
Subject: [rt-users] xml:rss ... missing
In-Reply-To: <509940A9.8040703@pacbell.net>
References: <CAE9VTQ+HYM8oupjUduOm3FLdoCfdBwHpBF+qd47pZCohKPejOA@mail.gmail.com>
	<509940A9.8040703@pacbell.net>
Message-ID: <CAE9VTQL7P8_Kz_fuhYMZ-a3ty4Fc1DXhSqzSCQrCpiSnnBNR0A@mail.gmail.com>

We are using ubuntu 12.04 and RT 4.0.8

I tried CPAN XLS::RSS but it gave me bunch of errors (end of the errors
listed below). What is the best way to install this dependency manually?

t/xml-base.t                 (Wstat: 512 Tests: 0 Failed: 0)
  Non-zero exit status: 2
  Parse errors: Bad plan.  You planned 13 tests but ran 0.
t/save-while-in-taint-mode.t (Wstat: 512 Tests: 0 Failed: 0)
  Non-zero exit status: 2
  Parse errors: Bad plan.  You planned 1 tests but ran 0.
Files=36, Tests=23,  1 wallclock secs ( 0.14 usr  0.13 sys +  1.00 cusr
0.28 csys =  1.55 CPU)
Result: FAIL
Failed 32/36 test programs. 10/23 subtests failed.
  SHLOMIF/XML-RSS-1.49.tar.gz
one dependency not OK (XML::Parser); additionally test harness failed
  ./Build test -- NOT OK
//hint// to see the cpan-testers results for installing this module, try:
  reports SHLOMIF/XML-RSS-1.49.tar.gz
Running Build install
  make test had returned bad status, won't install without force

On Tue, Nov 6, 2012 at 11:54 AM, 20/20 Lab <lab at pacbell.net> wrote:

>  When I've installed it, I've found a lot of modules that can not / will
> not 'fixdeps' there way in.  I'm not sure why, but grabbing the modules
> from cpan and installing the individual modules worked out fine.
>
> http://search.cpan.org/~shlomif/XML-RSS-1.49/lib/XML/RSS.pm
>
> -Matt
>
>
> On 11/06/2012 08:46 AM, testwreq wreq wrote:
>
> After running fixdeps, got an error:
>
> SOME DEPENDENCIES WERE MISSING.
> MASON missing dependencies:
>         XML::RSS ...MISSING
>                 Can't locate XML/RSS.pm in @INC (@INC contains: /etc/perl
> /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5
> /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14
> /usr/local/lib/site_perl /rt/rt-4.0.8)
> make: *** [testdeps] Error 1
>
> How should we install this dependency?
>
> Thanx in advance.
>
>
> --------
> We're hiring! http://bestpractical.com/jobs
>
>
>
> --------
> We're hiring! http://bestpractical.com/jobs
>
>
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From testwreq at gmail.com  Tue Nov  6 12:00:41 2012
From: testwreq at gmail.com (testwreq wreq)
Date: Tue, 6 Nov 2012 12:00:41 -0500
Subject: [rt-users] xml:rss ... missing
In-Reply-To: <3F8C1A45-B2E4-4F99-8B35-44714690AFC2@sanger.ac.uk>
References: <CAE9VTQ+HYM8oupjUduOm3FLdoCfdBwHpBF+qd47pZCohKPejOA@mail.gmail.com>
	<3F8C1A45-B2E4-4F99-8B35-44714690AFC2@sanger.ac.uk>
Message-ID: <CAE9VTQ+xiMXaL2j9qotM_43BEaEz-CSMf=4OjEaW=AZ0sJj=Uw@mail.gmail.com>

apt-get install libxml-rss-perl worked perfect.

Thanks you so much!
On Tue, Nov 6, 2012 at 11:54 AM, Tim Cutts <tjrc at sanger.ac.uk> wrote:

>
> On 6 Nov 2012, at 16:46, testwreq wreq <testwreq at gmail.com> wrote:
>
> > After running fixdeps, got an error:
> >
> > SOME DEPENDENCIES WERE MISSING.
> > MASON missing dependencies:
> >         XML::RSS ...MISSING
> >                 Can't locate XML/RSS.pm in @INC (@INC contains:
> /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2
> /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14
> /usr/local/lib/site_perl /rt/rt-4.0.8)
> > make: *** [testdeps] Error 1
> >
> > How should we install this dependency?
> >
>
> apt-get install libxml-rss-perl
>
> should sort it out for you.
>
> 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.
>
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From dominic.hargreaves at it.ox.ac.uk  Tue Nov  6 12:00:46 2012
From: dominic.hargreaves at it.ox.ac.uk (Dominic Hargreaves)
Date: Tue, 6 Nov 2012 17:00:46 +0000
Subject: [rt-users] xml:rss ... missing
In-Reply-To: <3F8C1A45-B2E4-4F99-8B35-44714690AFC2@sanger.ac.uk>
References: <CAE9VTQ+HYM8oupjUduOm3FLdoCfdBwHpBF+qd47pZCohKPejOA@mail.gmail.com>
	<3F8C1A45-B2E4-4F99-8B35-44714690AFC2@sanger.ac.uk>
Message-ID: <20121106170046.GH4146@squash.oucs.ox.ac.uk>

On Tue, Nov 06, 2012 at 04:54:42PM +0000, Tim Cutts wrote:
> 
> On 6 Nov 2012, at 16:46, testwreq wreq <testwreq at gmail.com> wrote:
> 
> > After running fixdeps, got an error:
> >  
> > SOME DEPENDENCIES WERE MISSING.
> > MASON missing dependencies:
> >         XML::RSS ...MISSING
> >                 Can't locate XML/RSS.pm in @INC (@INC contains: /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl /rt/rt-4.0.8) 
> > make: *** [testdeps] Error 1
> >  
> > How should we install this dependency?
> >  
> 
> apt-get install libxml-rss-perl 
> 
> should sort it out for you.

Indeed, and just to make clear, all the deps needed for RT 4.0.8 will
already by in Ubuntu (12.10); as is request-tracker4 itself. Even if you
want to continue installing RT itself from source, you might like
to install the perl modules via apt.

You can see a list of likely looking packages at

<http://packages.debian.org/sid/request-tracker4>

-- 
Dominic Hargreaves, Systems Development and Support Section
IT Services, University of Oxford
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From tjrc at sanger.ac.uk  Tue Nov  6 12:01:17 2012
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Tue, 6 Nov 2012 17:01:17 +0000
Subject: [rt-users] xml:rss ... missing
In-Reply-To: <3F8C1A45-B2E4-4F99-8B35-44714690AFC2@sanger.ac.uk>
References: <CAE9VTQ+HYM8oupjUduOm3FLdoCfdBwHpBF+qd47pZCohKPejOA@mail.gmail.com>
	<3F8C1A45-B2E4-4F99-8B35-44714690AFC2@sanger.ac.uk>
Message-ID: <46061D29-2DFA-40CF-820F-44F16214C9ED@sanger.ac.uk>


On 6 Nov 2012, at 16:54, Tim Cutts <tjrc at sanger.ac.uk> wrote:

> 
> On 6 Nov 2012, at 16:46, testwreq wreq <testwreq at gmail.com> wrote:
> 
>> After running fixdeps, got an error:
>> 
>> SOME DEPENDENCIES WERE MISSING.
>> MASON missing dependencies:
>>        XML::RSS ...MISSING
>>                Can't locate XML/RSS.pm in @INC (@INC contains: /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl /rt/rt-4.0.8) 
>> make: *** [testdeps] Error 1
>> 
>> How should we install this dependency?
>> 
> 
> apt-get install libxml-rss-perl 
> 
> should sort it out for you.

In general, you can do the above for a large proportion of the perl modules RT needs - it really depends on whether your preference is for what fixdeps does, or whether you'd rather install Ubuntu packaged modules.

There's a standard naming convention for perl module packages in Debian/Ubuntu; you take the name of the main name of the module, say, Foo::Bar, and:

1) lower case everything (foo::bar)
2) and replace the :: with - (foo-bar)
3) prefix lib (libfoo-bar)
4) postfix -perl (libfoo-bar-perl)

and that's the name of the Debian package for that module.  There are a few exceptions, where the overall CPAN package name is different from the names of the actual modules, but they're rare.

You can also use the 'apt-file' package in to find which package provides any file.  To use this:

apt-get install apt-file
apt-file update

Now, you can search for a particular perl module.  This time, you have to actually use the specific filename the module would have.  For example:

$ apt-file search XML/RSS.pm
libtemplate-plugin-xml-perl: /usr/share/perl5/Template/Plugin/XML/RSS.pm
libxml-rss-perl: /usr/share/perl5/XML/RSS.pm

Regards,

Tim

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


From falcone at bestpractical.com  Tue Nov  6 12:59:50 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 6 Nov 2012 12:59:50 -0500
Subject: [rt-users] RT 4.0.8 on Ubuntu 12.04 release config error help
In-Reply-To: <20121106155646.GF4146@squash.oucs.ox.ac.uk>
References: <CAE9VTQ+tUrX0dYv_vM+FeD7q7XydhkjR6iyJkEwtK27T7sr2tA@mail.gmail.com>
	<20121106155646.GF4146@squash.oucs.ox.ac.uk>
Message-ID: <20121106175950.GA1771@jibsheet.com>

On Tue, Nov 06, 2012 at 03:56:46PM +0000, Dominic Hargreaves wrote:
> However I am a bit confused as to why gcc is being required, as I
> don't believe any native code is being compiled. Does autotools just
> assume that it will be needed at some point or is it left over from
> long ago when there were SUID wrappers?

configure started needing gcc because of the tests for 'do you have
this library installed' - I believe it was graphviz.  It came in
around 3.8.0.

It's also helpful to catch this before you start trying to compile
CPAN modules.

-kevin
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From JThuau at spacex.com  Tue Nov  6 12:55:40 2012
From: JThuau at spacex.com (Joachim Thuau)
Date: Tue, 6 Nov 2012 17:55:40 +0000
Subject: [rt-users] RT 4.0.8 on Ubuntu 12.04 release config error help
In-Reply-To: <20121106155646.GF4146@squash.oucs.ox.ac.uk>
Message-ID: <CCBE8EE8.3A784%joachim.thuau@spacex.com>

On 11/6/12 7:56 AM, "Dominic Hargreaves" <dominic.hargreaves at it.ox.ac.uk>
wrote:


>On Tue, Nov 06, 2012 at 10:39:18AM -0500, testwreq wreq wrote:
>>checking for gcc... no
>> checking for cc... no
>> checking for cl.exe... no
>> configure: error: in `/rt/rt-4.0.8':
>> configure: error: no acceptable C compiler found in $PATH
>> See `config.log' for more details
>
>I imagine the quickest way to proceed will be to first run
>
>apt-get install gcc

It might make more sense to install "build-essential" which will include
more than just gcc?

Thanks,
Jok



From falcone at bestpractical.com  Tue Nov  6 13:20:48 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 6 Nov 2012 13:20:48 -0500
Subject: [rt-users] xml:rss ... missing
In-Reply-To: <3F8C1A45-B2E4-4F99-8B35-44714690AFC2@sanger.ac.uk>
References: <CAE9VTQ+HYM8oupjUduOm3FLdoCfdBwHpBF+qd47pZCohKPejOA@mail.gmail.com>
	<3F8C1A45-B2E4-4F99-8B35-44714690AFC2@sanger.ac.uk>
Message-ID: <20121106182048.GB1771@jibsheet.com>

On Tue, Nov 06, 2012 at 04:54:42PM +0000, Tim Cutts wrote:
> 
> On 6 Nov 2012, at 16:46, testwreq wreq <testwreq at gmail.com> wrote:
> 
> > After running fixdeps, got an error:
> >  
> > SOME DEPENDENCIES WERE MISSING.
> > MASON missing dependencies:
> >         XML::RSS ...MISSING
> >                 Can't locate XML/RSS.pm in @INC (@INC contains: /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl /rt/rt-4.0.8) 
> > make: *** [testdeps] Error 1
> >  
> > How should we install this dependency?
> >  
> 
> apt-get install libxml-rss-perl 

For those looking for the missing library in order to build from
source, since the error trace included XML::Parser, that implies that
you need the libexpat development libraries.

-kevin
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From falcone at bestpractical.com  Tue Nov  6 13:21:46 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 6 Nov 2012 13:21:46 -0500
Subject: [rt-users] Upload multiple files customfield in Articles : no
 content
In-Reply-To: <CAAEkan0mJ+qok7BaT18wBftFk8ggT17AtXTwSU1=AkST2_dHpQ@mail.gmail.com>
References: <CAAEkan0mJ+qok7BaT18wBftFk8ggT17AtXTwSU1=AkST2_dHpQ@mail.gmail.com>
Message-ID: <20121106182146.GC1771@jibsheet.com>

On Tue, Nov 06, 2012 at 09:42:05AM +0100, L B wrote:
>    I have an article with an "Upload multiple files" custom field. I have defined two PDFs in my
>    article for this custom field.
>    When I try to use the article in a RT reply, I just see the two file names but not the
>    content. I don't see many other ways to make it work.
>    Is it normal / a bug / a feature ?

Articles do not support attaching files from upload files/images CFs.

-kevin
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From falcone at bestpractical.com  Tue Nov  6 13:43:24 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 6 Nov 2012 13:43:24 -0500
Subject: [rt-users] Apache taking up too much CPU
In-Reply-To: <CABTCs2MF4x+ctZtkeHUzO+OC+TdrAWJvExjYxxP0Cw4H5d6sWw@mail.gmail.com>
References: <CAFWCm8yjrOsDfJXFRa7uPU6QSj_M_E3_eKWkDrt+LQu=iVaYqA@mail.gmail.com>
	<7458EC37-A771-4AFB-B0B8-D0C54568A26C@minecorp.com.au>
	<CABTCs2MF4x+ctZtkeHUzO+OC+TdrAWJvExjYxxP0Cw4H5d6sWw@mail.gmail.com>
Message-ID: <20121106184324.GD1771@jibsheet.com>

There's no need to CC me, I set a reply-to of the list because I read
the list.

On Fri, Oct 26, 2012 at 07:44:17AM +0530, Bhowmik Shah wrote:
>    >> On Thu, Oct 04, 2012 at 07:33:44PM +1000, Bhowmik Shah wrote:
>    >> Yep, debugging for both RT and Apache is enabled, the logs don't throw  up  anything out of
>    the
>    >> ordinary. I've got Perl 5.14.2 installed.
>    >> I'm currently playing with strace and the Apache process to see if i can spot whats going
>    >> wrong. I've tried stuff from the Performance Tuning page on the Wiki and though the Mason
>    >> caching parameters improved performance but the problem still persists.
>    >> > 1) Ubuntu 12.04 with 613MB RAM
>    >> That is a tiny amount of RAM, especially if you're running your
>    >> database on the same host. Are you sure you aren't swapping and
>    >> burning  CPU  doing that?
> 
>    Yep, i don't see any swapping happening, I also don't expect a large amount of users (Maximum
>    5 at any given time) and we only have 19 entries in the database so far. The database is on
>    the same host.
> 
>    We are expecting about 1200 tickets at max per year for the current set up. I would've thought
>    that RT would be able to manage that much load with 613 MB or RAM.
> 
>    How much RAM do you think I would need for a setup like this?

While 613MB could be fine, you have to look at how much RAM is
*actually* being used, which varies hugely based on your
configuration.  In particular, default apache configurations often
spawn lots of high-memory-usage children, and if you pair that with a
64 bit perl, you're going to burn through 600M of RAM almost
immediately.

Frankly, I wouldn't try to set up any modern system in less than 1G of
RAM, and would prefer to give it 2G if at all possible.

Unless you can provide some evidence of what's using your ram or
what's using your CPU, the standard suggestion that 600M is tiny is
probably the best answer we can give.

-kevin
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From falcone at bestpractical.com  Tue Nov  6 13:46:05 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 6 Nov 2012 13:46:05 -0500
Subject: [rt-users] Delete articles via CLI?
In-Reply-To: <5089600D.3000405@mdibl.org>
References: <5089600D.3000405@mdibl.org>
Message-ID: <20121106184605.GE1771@jibsheet.com>

On Thu, Oct 25, 2012 at 11:51:41AM -0400, Roy McMorran wrote:
> Is there a way to delete articles (i.e. RTFM) via the command line?
> I couldn't find a way to do it with rt-shredder.  I'm at 4.0.7 (just
> upgraded from 3.8.8 + RTFM).

While you could delete an Article with the Objects plugin to Shredder,
that will leave lots of dangling pointers since it won't know to clean
up all the links and all the custom fields.

-kevin
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From falcone at bestpractical.com  Tue Nov  6 13:49:52 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 6 Nov 2012 13:49:52 -0500
Subject: [rt-users] how to do multiple separate approval sources
In-Reply-To: <CAAwtLFLdiVUVLh11XBYkr99S762jd66R55WoJczK1h81xWKY9A@mail.gmail.com>
References: <CAAwtLFLdiVUVLh11XBYkr99S762jd66R55WoJczK1h81xWKY9A@mail.gmail.com>
Message-ID: <20121106184952.GF1771@jibsheet.com>

On Tue, Oct 30, 2012 at 04:00:18PM -0500, Aaron Zuercher wrote:
>    Hi all,
>    My school district has been using RT for IT for many years with great success. We are looking
>    to expand the use and add approvals. I have setup a basic approval queue and am testing that
>    but I'm not sure how to expand it to cover multiple buildings.
> 
>    Here's the use scenario: We what principals of each building (7 total) to be able to approve
>    tickets from the staff of just their building. I have setup a custom field in the tickets
>    where they requester can select the building they are in. Is there a way to script the
>    approval so that if custom field = building 1 then approval goes to principal 1, etc? Or do I
>    need to setup separate queues for each building?
> 
>    I'm confused about what is the best approach to this problem. Any advice is appreciated!

I assume you're using RT's built in ___Approvals queue and workflow.
If so, just set the Owner based on the Building selection.  You can do
that from the CreateTickets action with something like 
Owner: {
if ( $Tickets{TOP}->FirstCustomField('Building') eq 'Building 1' ) {
go look up the principal and return it
} etc etc etc
}

Then just make sure that Owner has ShowTicket and it'll limit to the
people who actually own the ticket.

-kevin
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From falcone at bestpractical.com  Tue Nov  6 13:55:31 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 6 Nov 2012 13:55:31 -0500
Subject: [rt-users] DateTime custom field display issues
In-Reply-To: <5092DB18.4010807@gmail.com>
References: <508E75BB.9090808@gmail.com>
 <5092DB18.4010807@gmail.com>
Message-ID: <20121106185531.GG1771@jibsheet.com>

On Thu, Nov 01, 2012 at 09:27:04PM +0100, Alek Cesarz wrote:
> rt-users-request at lists.bestpractical.com pisze, W dniu 2012-10-29 17:00:
> > hello everyone,
> > some time ago I asked my team member to investigate problem with display
> > format of DateTime custom fields, but unfortunately he failed - so I
> > have to fix it myself... ((-:
> > I am using a few DateTime fields to mark some actions. they are rendered
> > correctly in Ticket preview/summary but in searches they are shown in
> > default ISO/UTC format.
> 
> has anyone seen this issue in you installations or am I the only case?

I suspect you're running into the problem that the search result formats
are just printing out the value of the custom field, not running it
through the formatters. I thought there was a bug open about using the
more standard renderers for CFs in 4.2, but I can't easily find it.

You'll find the relevant code in Elements/ColumnMap (search for
CustomField), and you could use a callback to fix your CFs locally
until such time as they're sorted out in core.

-kevin
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From jasonm at katalystdm.com  Tue Nov  6 14:00:19 2012
From: jasonm at katalystdm.com (Jason Marshall)
Date: Tue, 6 Nov 2012 12:00:19 -0700 (MST)
Subject: [rt-users] Adding cc:'s and to:'s from subsequent emails.
Message-ID: <Pine.LNX.4.64.1211061158400.15618@wildcat.kelman.com>

Hi all, sorry for the repeat, just wondering if this even made it out to 
the list a week ago, as I never got any replies at all, which is strange 
for this very helpful list :)

fwd:

Hi all, I guess I should start by asking if this is a good idea AT ALL. I 
believe I want to get the people cc:ed or added to the to: line in email 
responses added to the ticket as Ccs.  Not sure I've phrased that in a way that 
parses well; if not, let me know and I'll rephrase.

When I open a NEW ticket and cc: some people, they get added as cc:'s no 
problem, so I know the basic functionality is there.  What I'm asking about is 
after the ticket is open, someone else is brought into the conversation as a 
cc, so he gets a copy of THIS email, but that new cc: doesn't see any other 
replies unless people reply to emails with him as a "real" cc:.  I'd like the 
cc: to be added to the ticket so he sees all future correspondence whether he's 
specifically cc:ed or not.

Is this a stupid idea?  Is that why the ParseNewMessageForTicketCcs flag only 
does this for New tickets?  Is there a similar flag for parsing all messages? 
I googled ParseMessageForTicketCcs (no "New") and got a few old warnings, but 
nothing concrete.

One warning was that anyone could cc: themselves on all your tickets just by 
spamming you, but I'm not clear on how that would work, and it could easily be 
avoided by only adding the cc:'s when parsing a message from someone who's 
already a cc:, watcher, or originator...

Anyway, i'm starting to ramble here.  Does anyone do this now?  has anyone done 
it and wished they hadn't??  Note that this RT3 system is used primarily 
internally and by trusted clients.  In theory it's not going to get spammed or 
beat on by "outsiders".

Thanks!

---
Jason Marshall
IT Manager
Katalyst Data Management
KELMAN is now KATALYST!  Please visit www.katalystdm.com!



From falcone at bestpractical.com  Tue Nov  6 14:01:43 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 6 Nov 2012 14:01:43 -0500
Subject: [rt-users] "Permission denied" error email
In-Reply-To: <5093D965.50305@miquelruiz.net>
References: <5093D965.50305@miquelruiz.net>
Message-ID: <20121106190143.GH1771@jibsheet.com>

On Fri, Nov 02, 2012 at 03:32:05PM +0100, Miquel Ruiz wrote:
> When a user that sends mail to a Queue he doesn't have permission
> for, he only recieves a "Permission Denied" mail. Our users are
> Spanish, so we'd like to deliver the message in Spanish and English,
> with more explanatory text on how he or she can contact us.
> 
> We've tried to find documentation about how to customize the
> "Permission Denied" error message, but we've only found an
> unfollowed thread from 2007 in the rt-users mailing list. All
> documentation leads to "give the user permission", but that isn't
> what we want (since the user shouldn't have permission in the first
> place).
> 
> It would be great if you can point us to the correct piece of
> documentation where show how it can be done (if it exists). If this
> is not possible at the moment, with some hints we could provide a
> patch (if it's a wanted feature).

There's been a desire to turn these into templates for a long time.
They're currently hardcoded in lib/RT/Interface/Email.pm and would
need to be extracted very carefully, and with tests added, in order to
make them more easily editable.

-kevin
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From falcone at bestpractical.com  Tue Nov  6 14:02:39 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 6 Nov 2012 14:02:39 -0500
Subject: [rt-users] Infinite loop of ticket creation
In-Reply-To: <5093FC1D.6020307@sgul.ac.uk>
References: <5093FC1D.6020307@sgul.ac.uk>
Message-ID: <20121106190239.GI1771@jibsheet.com>

On Fri, Nov 02, 2012 at 05:00:13PM +0000, Giuseppe Sollazzo wrote:
> this might be a very silly problem but today we had an exchange with a
> supplier.
> 
> The supplier triggers an automatic "email creation notification" which
> gets back to us, triggering a RT response, and so on.
> To stop the loop, I had to deleted the ticket from database (by a manual
> "delete from Tickets where id=...").
> 
> Is there anything we can do about it? It's happened twice in 2 years,
> but I guess it's better to prevent this from happening.
> Any pointer to useful docs?

You can delete the email address from the user of that system (leaving
their username set to the email address) which means RT will never
send them email.  If they're dropping all of RT's loop prevention
headers, there isn't much we can do to stop the loop unfortunately.

-kevin
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From falcone at bestpractical.com  Tue Nov  6 14:03:46 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 6 Nov 2012 14:03:46 -0500
Subject: [rt-users] Doing scrips in the background?
In-Reply-To: <CAJCD8L_Kr_KCnR=fo5Oxc+yV=0YrLtXRwmRKqdQen-XJbjhobQ@mail.gmail.com>
References: <CAJCD8L_Kr_KCnR=fo5Oxc+yV=0YrLtXRwmRKqdQen-XJbjhobQ@mail.gmail.com>
Message-ID: <20121106190346.GJ1771@jibsheet.com>

On Mon, Nov 05, 2012 at 10:40:09AM -0500, Paul Tomblin wrote:
>    I have a custom workflow which uses a custom web interface. When the user clicks the "Submit"
>    button, the interface creates a "Master" ticket, and then a bunch of sub-tickets, the number
>    of which varies depending what services they are requesting. The users are complaining that
>    the process of submitting is taking too long. If I were to move the sub-ticket creation into
>    an "On Create" scrip to run in TransactionBatch, would that help the "Master" ticket creation
>    return faster, or would the Ticket->Create not return until the scrip ran and finished?

TransactionBatch scrips won't solve your problem.
If you want them to be truly asynchronous, you'll need to write a cron job
of some kind, or another monitoring job, to run in the background.

-kevin
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From falcone at bestpractical.com  Tue Nov  6 14:07:27 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 6 Nov 2012 14:07:27 -0500
Subject: [rt-users] Adding cc:'s and to:'s from subsequent emails.
In-Reply-To: <Pine.LNX.4.64.1211061158400.15618@wildcat.kelman.com>
References: <Pine.LNX.4.64.1211061158400.15618@wildcat.kelman.com>
Message-ID: <20121106190727.GK1771@jibsheet.com>

On Tue, Nov 06, 2012 at 12:00:19PM -0700, Jason Marshall wrote:
> Hi all, sorry for the repeat, just wondering if this even made it
> out to the list a week ago, as I never got any replies at all, which
> is strange for this very helpful list :)

Actually, Jason Smith replied to both you and the mailing list last
week.

http://www.gossamer-threads.com/lists/rt/users/112853?search_string=subsequent%20emails;#112853

I'm not sure if the scrip he recommends addresses any of the security
concerns around allowing random people to CC themselves onto the
ticket.  Don't forget you can always fake From: and use that to add
yourself to a ticket.

-kevin

> 
> Hi all, I guess I should start by asking if this is a good idea AT
> ALL. I believe I want to get the people cc:ed or added to the to:
> line in email responses added to the ticket as Ccs.  Not sure I've
> phrased that in a way that parses well; if not, let me know and I'll
> rephrase.
> 
> When I open a NEW ticket and cc: some people, they get added as
> cc:'s no problem, so I know the basic functionality is there.  What
> I'm asking about is after the ticket is open, someone else is
> brought into the conversation as a cc, so he gets a copy of THIS
> email, but that new cc: doesn't see any other replies unless people
> reply to emails with him as a "real" cc:.  I'd like the cc: to be
> added to the ticket so he sees all future correspondence whether
> he's specifically cc:ed or not.
> 
> Is this a stupid idea?  Is that why the ParseNewMessageForTicketCcs
> flag only does this for New tickets?  Is there a similar flag for
> parsing all messages? I googled ParseMessageForTicketCcs (no "New")
> and got a few old warnings, but nothing concrete.
> 
> One warning was that anyone could cc: themselves on all your tickets
> just by spamming you, but I'm not clear on how that would work, and
> it could easily be avoided by only adding the cc:'s when parsing a
> message from someone who's already a cc:, watcher, or originator...
> 
> Anyway, i'm starting to ramble here.  Does anyone do this now?  has
> anyone done it and wished they hadn't??  Note that this RT3 system
> is used primarily internally and by trusted clients.  In theory it's
> not going to get spammed or beat on by "outsiders".
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From testwreq at gmail.com  Tue Nov  6 15:34:08 2012
From: testwreq at gmail.com (testwreq wreq)
Date: Tue, 6 Nov 2012 15:34:08 -0500
Subject: [rt-users] rt 4.0.8 mail to exchange
Message-ID: <CAE9VTQLj-upUAPfr9pj_sZ4KaevegyiaYng-YZLqOhVOU65uMg@mail.gmail.com>

Hi, can someone please point me on how to set up mail on RT to link to our
exchange server? This is a new install on ubuntu 12.0.4
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From falcone at bestpractical.com  Tue Nov  6 15:48:58 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 6 Nov 2012 15:48:58 -0500
Subject: [rt-users] MakeClicky modofies file names in tickets
In-Reply-To: <930F3731A784414087B33E439A555634894769@s-wor-e-001.SCOUTSOFFICE.local>
References: <930F3731A784414087B33E439A555634894769@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <20121106204858.GL1771@jibsheet.com>

On Tue, Oct 30, 2012 at 03:47:59PM -0000, Alex Young wrote:
> 	Does anyone know a simple method for the MakeClicky function to
> only add [Lookup Host] into a ticket when it is a legitimate FQDN?
> 
> When people put a filename like
> C:\programfiles\someprogram\someprogram.exe.config it decides that
> someprogram.exe part is a domain and needs the [Lookup Host].
> 
> This is RT 4.0.5 and RTIR 3.0.0rc1.

This is an RTIR bug, rather than an RT bug.

I've created a ticket with you as a requestor
http://issues.bestpractical.com/Ticket/Display.html?id=21422

-kevin
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From kjcsb at xnet.co.nz  Wed Nov  7 03:53:04 2012
From: kjcsb at xnet.co.nz (CB)
Date: Wed, 7 Nov 2012 21:53:04 +1300
Subject: [rt-users] SOLVED: RE: Error when upgrading database from 3.8.9 to
	3.9.1
In-Reply-To: <5098156B.3050101@bestpractical.com>
References: <000a01cdbb7a$609e1730$21da4590$@co.nz>
	<5098156B.3050101@bestpractical.com>
Message-ID: <013801cdbcc5$4d0ba380$e722ea80$@co.nz>


> On 11/05/2012 09:24 AM, CB wrote:
> > We're long time RT users and are in the process of upgrading from
> > 3.6.3 to
> > 4.0.8 and are following the instructions on
> > http://www.bestpractical.com/rt/docs/4.0/UPGRADING.mysql.html and
> > http://www.bestpractical.com/rt/docs/4.0/README.html. I upgraded to
> > 3.7.87, ran the extra queries and continued the upgrade however it
> > failed at the step of upgrading to 3.9.1.
> 
> Be sure to read the other UPGRADING documentation as well, for all
> versions between 3.6.3 and 4.0.8.
> 
> Your database contains rows in the ACL table which point to Principals
> that no longer exist.  Grep for the [error] lines "ACE NNNN couldn't
> load it's principal object".  This indicates that records were manually
> deleted from the database at some point, and done so incorrectly (as is
> almost always the case with manual deletes by folks not understanding
> the whole of the database).
> 
Turns out the data extract was incomplete.

Thanks for the help.



From robert.wysocki at contium.pl  Wed Nov  7 04:39:21 2012
From: robert.wysocki at contium.pl (Robert Wysocki)
Date: Wed, 7 Nov 2012 10:39:21 +0100
Subject: [rt-users] Infinite loop of ticket creation
In-Reply-To: <20121106190239.GI1771@jibsheet.com>
References: <5093FC1D.6020307@sgul.ac.uk> <20121106190239.GI1771@jibsheet.com>
Message-ID: <1352281161.3477.16.camel@s-rwysocki>

Dnia 2012-11-06, wto o godzinie 14:02 -0500, Kevin Falcone pisze:
> On Fri, Nov 02, 2012 at 05:00:13PM +0000, Giuseppe Sollazzo wrote:
> > this might be a very silly problem but today we had an exchange with a
> > supplier.
> > 
> > The supplier triggers an automatic "email creation notification" which
> > gets back to us, triggering a RT response, and so on.
> > To stop the loop, I had to deleted the ticket from database (by a manual
> > "delete from Tickets where id=...").
> > 
> > Is there anything we can do about it? It's happened twice in 2 years,
> > but I guess it's better to prevent this from happening.
> > Any pointer to useful docs?
> 
> You can delete the email address from the user of that system (leaving
> their username set to the email address) which means RT will never
> send them email.  

Leaving aside the original issue - why is that? Is this behavior
hardcoded or is it a question od default scrips?

Regards,
-- 
Robert Wysocki
administrator system?w linuksowych
Contium S.A., http://www.contium.pl




From gsollazz at sgul.ac.uk  Wed Nov  7 04:54:53 2012
From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo)
Date: Wed, 07 Nov 2012 09:54:53 +0000
Subject: [rt-users] Infinite loop of ticket creation
In-Reply-To: <1352281161.3477.16.camel@s-rwysocki>
References: <5093FC1D.6020307@sgul.ac.uk> <20121106190239.GI1771@jibsheet.com>
	<1352281161.3477.16.camel@s-rwysocki>
Message-ID: <509A2FED.7000704@sgul.ac.uk>


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

On 07/11/12 09:39, Robert Wysocki wrote:
>
>
> Leaving aside the original issue - why is that? Is this behavior
> hardcoded or is it a question od default scrips?
I guess that the reason is that there are two systems, A and B.
We are A and use RT.

B is configured to send a confirmation e-mail whenever it receives
anything from A.
A sends a print-out of the e-mail it receives to B.

Specifically, it's about the "resolve" message, but I presume the same
applies also to "correspondence" if configured to send out e-mails at
each message.

Not sure what system uses B, it might be RT as well or something similar.

I'm surprised this doesn't affect more people.

G

>
> Regards,


- -- 
____________________________________

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

Email: gsollazz at sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583
Twitter: http://twitter.com/sgulit
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From iulian_dragan at yahoo.com  Wed Nov  7 07:37:45 2012
From: iulian_dragan at yahoo.com (Iulian Dragan)
Date: Wed, 7 Nov 2012 04:37:45 -0800 (PST)
Subject: [rt-users] HTML5/jqplot charts
Message-ID: <1352291865.83272.YahooMailClassic@web121702.mail.ne1.yahoo.com>

Hi,
I put together a little hack to replace the current GD charts with HTML5 ones.Here:?http://requesttracker.wikia.com/wiki/HTML5ChartsIt's a minor thing, but I'd be grateful if someone with time on their hands would give them a try and let me know of any problems (either by responding here or in the comments).It should work in any new-ish browser + IE >= 8.
Cheers,Iulian?
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From ruz at bestpractical.com  Wed Nov  7 09:20:56 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 7 Nov 2012 18:20:56 +0400
Subject: [rt-users] HTML5/jqplot charts
In-Reply-To: <1352291865.83272.YahooMailClassic@web121702.mail.ne1.yahoo.com>
References: <1352291865.83272.YahooMailClassic@web121702.mail.ne1.yahoo.com>
Message-ID: <CAMOxC8umZJNBTuDj5wjsBzWE_giefPQU4KYuWv7urS0et_e+LQ@mail.gmail.com>

On Wed, Nov 7, 2012 at 4:37 PM, Iulian Dragan <iulian_dragan at yahoo.com>wrote:

> Hi,
>
> I put together a little hack to replace the current GD charts with HTML5
> ones.
> Here: http://requesttracker.wikia.com/wiki/HTML5Charts
> It's a minor thing, but I'd be grateful if someone with time on their
> hands would give them a try and let me know of any problems (either by
> responding here or in the comments).
> It should work in any new-ish browser + IE >= 8.
>

Sadly JS doesn't work in emails, so dashboards subscriptions wont work.


> Cheers,
> Iulian
>
> --------
> We're hiring! http://bestpractical.com/jobs
>
>


-- 
Best regards, Ruslan.
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From falcone at bestpractical.com  Wed Nov  7 10:12:31 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 7 Nov 2012 10:12:31 -0500
Subject: [rt-users] Infinite loop of ticket creation
In-Reply-To: <1352281161.3477.16.camel@s-rwysocki>
References: <5093FC1D.6020307@sgul.ac.uk> <20121106190239.GI1771@jibsheet.com>
	<1352281161.3477.16.camel@s-rwysocki>
Message-ID: <20121107151231.GM1771@jibsheet.com>

On Wed, Nov 07, 2012 at 10:39:21AM +0100, Robert Wysocki wrote:
> Dnia 2012-11-06, wto o godzinie 14:02 -0500, Kevin Falcone pisze:
> > You can delete the email address from the user of that system (leaving
> > their username set to the email address) which means RT will never
> > send them email.  
> 
> Leaving aside the original issue - why is that? Is this behavior
> hardcoded or is it a question od default scrips?

When email comes in, RT loads by the email address and looks for that
email address in the EmailAddress field and then in the Name field.

When email goes out, RT already has the user, and fetches the
EmailAddress to send them mail.  Since it's blank, it skips the user.

That's why this particular trick works.

There are probably 5 other ways email might not go out via RT (user
preference, ticket squelching, transaction squelching, etc) but this
covers the old failthful trick I described above.

-kevin
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From falcone at bestpractical.com  Wed Nov  7 12:17:43 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 7 Nov 2012 12:17:43 -0500
Subject: [rt-users] Infinite loop of ticket creation
In-Reply-To: <509A2FED.7000704@sgul.ac.uk>
References: <5093FC1D.6020307@sgul.ac.uk> <20121106190239.GI1771@jibsheet.com>
	<1352281161.3477.16.camel@s-rwysocki> <509A2FED.7000704@sgul.ac.uk>
Message-ID: <20121107171743.GN1771@jibsheet.com>

On Wed, Nov 07, 2012 at 09:54:53AM +0000, Giuseppe Sollazzo wrote:
> I guess that the reason is that there are two systems, A and B.
> We are A and use RT.
> 
> B is configured to send a confirmation e-mail whenever it receives
> anything from A.
> A sends a print-out of the e-mail it receives to B.
> 
> Specifically, it's about the "resolve" message, but I presume the same
> applies also to "correspondence" if configured to send out e-mails at
> each message.
> 
> Not sure what system uses B, it might be RT as well or something similar.
> 
> I'm surprised this doesn't affect more people.

People often make their 'talks to remote system' queues not use as
many autoreplies.  Also, many external systems retain enough state in
the headers for RT to detect the loop (RT sets a number of bear traps
for these emails).

You could also try marking the precedence of the Resolved email lower
(RT's emails have a configurable Precedence which defaults to bulk
from DefaultMailPrecedence).  Lower precedence mail is often not
replied-to (see RT's handling of bulk precedence email with
RedistributeAutoGeneratedMessages).  Alternately, you could use the
Auto-submitted header that Autoreply uses to call out that you don't
need a reply.

-kevin
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From testwreq at gmail.com  Wed Nov  7 14:37:52 2012
From: testwreq at gmail.com (testwreq wreq)
Date: Wed, 7 Nov 2012 14:37:52 -0500
Subject: [rt-users] RT4.0.8 new install to configure with exchange
Message-ID: <CAE9VTQLdAYNEO0+uzRYc92g05V7=MZwJdTLgLNfzH959Ky8x7g@mail.gmail.com>

We are using Ubuntu 12.0.4 for RT. Is there any documentation on
configuring email with the exchange server?

Thanks.
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From Andy.Jewell at sysmicro.co.uk  Wed Nov  7 14:43:12 2012
From: Andy.Jewell at sysmicro.co.uk (Andy Jewell)
Date: Wed, 7 Nov 2012 19:43:12 +0000
Subject: [rt-users] RT4.0.8 new install to configure with exchange
In-Reply-To: <CAE9VTQLdAYNEO0+uzRYc92g05V7=MZwJdTLgLNfzH959Ky8x7g@mail.gmail.com>
References: <CAE9VTQLdAYNEO0+uzRYc92g05V7=MZwJdTLgLNfzH959Ky8x7g@mail.gmail.com>
Message-ID: <5C4CBE6E-CA63-4A44-BAD5-C82C014ABDAD@sysmicro.co.uk>

Email config is not specific to RT - you have to set up your mta separately. On Ubuntu it is normally Postfix - you need to find a how to like "setting up postfix on Ubuntu to use a ms exchange smart host" and follow that. Then you need to follow the instructions on the RT wiki for setting up RT to use Postfix.

Hope that helps

-Andy

Sent from my iPhone

On 7 Nov 2012, at 19:38, "testwreq wreq" <testwreq at gmail.com> wrote:

> We are using Ubuntu 12.0.4 for RT. Is there any documentation on configuring email with the exchange server?
>  
> Thanks.
> --------
> We're hiring! http://bestpractical.com/jobs


From chrisherrmann7 at gmail.com  Wed Nov  7 16:12:08 2012
From: chrisherrmann7 at gmail.com (Chris Herrmann)
Date: Thu, 8 Nov 2012 08:12:08 +1100
Subject: [rt-users] Exchange & rt
Message-ID: <3E4665E4-289C-4285-B314-6A7B83F2E65C@gmail.com>

Setup a contact for your desired queue email address - for example:

Myqueue at mydomain.com 

And the contact delivers to:

Myqueue at myrtserver.mydomain.com

Similarly configure a comment address:

Myqueue-comment at mydomain.com

--> myqueue-comment at myrtserver.mydomain.com

Set the primary domain as the primary address eg myqueue at mydomain.com

Configure the queues to the rtserver.mydomain.com addresses. 

Smart host rt via exchange to send emails out. 

Regards,


Chris Herrmann
Far Edge
+612 84251400
+614 03393309
http://www.faredge.com.au


From jim.lesinski at gmail.com  Wed Nov  7 16:20:20 2012
From: jim.lesinski at gmail.com (Jim Lesinski)
Date: Wed, 7 Nov 2012 16:20:20 -0500
Subject: [rt-users] RT-4.0.8 Basics and Details menu - css issue?
Message-ID: <CAAxD6POY4MQvfYsFamg7M43EqJ5VZDHNKGpqypwjDSbPo5Ftog@mail.gmail.com>

Does anyone else have an issue with the menu shifting for Basics and
Details in Chrome?

It seems to work fine in IE9.

[image: Inline image 1]

There's also issues with the menu on display.html. It seems like the first
item gets pushed down a row.

[image: Inline image 2]

Thanks,
Jim
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From trs at bestpractical.com  Wed Nov  7 16:35:03 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 07 Nov 2012 13:35:03 -0800
Subject: [rt-users] RT-4.0.8 Basics and Details menu - css issue?
In-Reply-To: <CAAxD6POY4MQvfYsFamg7M43EqJ5VZDHNKGpqypwjDSbPo5Ftog@mail.gmail.com>
References: <CAAxD6POY4MQvfYsFamg7M43EqJ5VZDHNKGpqypwjDSbPo5Ftog@mail.gmail.com>
Message-ID: <509AD407.709@bestpractical.com>

On 11/07/2012 01:20 PM, Jim Lesinski wrote:
> Does anyone else have an issue with the menu shifting for Basics and
> Details in Chrome?
> 
> There's also issues with the menu on display.html. It seems like the
> first item gets pushed down a row. 

I've noticed this recently in development, but it doesn't happen
consistently and I haven't tracked down what causes it.

It could be either an RT change or a Chrome update which changes
rendering.  What exact version of Chrome are you seeing this in?  I'm
using 22.0.1229.94.


From jim.lesinski at gmail.com  Wed Nov  7 16:50:29 2012
From: jim.lesinski at gmail.com (Jim Lesinski)
Date: Wed, 7 Nov 2012 16:50:29 -0500
Subject: [rt-users] RT-4.0.8 Basics and Details menu - css issue?
In-Reply-To: <509AD407.709@bestpractical.com>
References: <CAAxD6POY4MQvfYsFamg7M43EqJ5VZDHNKGpqypwjDSbPo5Ftog@mail.gmail.com>
	<509AD407.709@bestpractical.com>
Message-ID: <CAAxD6POVityxGVk11PmYNaH1cN=ChkFCCrGcs626i7BKJyZB7A@mail.gmail.com>

Hmm... When I went to check the version, it updated automatically
to Version 23.0.1271.64 m, and now the menu works properly.

I was under the impression that Chrome updated automatically in the
background so it was always up to date. (I feel silly)

So I guess that is solved.

Thanks,
Jim


On Wed, Nov 7, 2012 at 4:35 PM, Thomas Sibley <trs at bestpractical.com> wrote:

> On 11/07/2012 01:20 PM, Jim Lesinski wrote:
> > Does anyone else have an issue with the menu shifting for Basics and
> > Details in Chrome?
> >
> > There's also issues with the menu on display.html. It seems like the
> > first item gets pushed down a row.
>
> I've noticed this recently in development, but it doesn't happen
> consistently and I haven't tracked down what causes it.
>
> It could be either an RT change or a Chrome update which changes
> rendering.  What exact version of Chrome are you seeing this in?  I'm
> using 22.0.1229.94.
> --------
> We're hiring! http://bestpractical.com/jobs
>
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From robert.wysocki at contium.pl  Thu Nov  8 01:17:11 2012
From: robert.wysocki at contium.pl (Robert Wysocki)
Date: Thu, 8 Nov 2012 07:17:11 +0100
Subject: [rt-users] Infinite loop of ticket creation
In-Reply-To: <20121107151231.GM1771@jibsheet.com>
References: <5093FC1D.6020307@sgul.ac.uk> <20121106190239.GI1771@jibsheet.com>
	<1352281161.3477.16.camel@s-rwysocki>
	<20121107151231.GM1771@jibsheet.com>
Message-ID: <1352355431.3477.18.camel@s-rwysocki>

Dnia 2012-11-07, ?ro o godzinie 10:12 -0500, Kevin Falcone pisze:
> On Wed, Nov 07, 2012 at 10:39:21AM +0100, Robert Wysocki wrote:
> > Leaving aside the original issue - why is that? Is this behavior
> > hardcoded or is it a question od default scrips?
> 
> When email comes in, RT loads by the email address and looks for that
> email address in the EmailAddress field and then in the Name field.
> 
> When email goes out, RT already has the user, and fetches the
> EmailAddress to send them mail.  Since it's blank, it skips the user.
> 
> That's why this particular trick works.

Neat :) Thanks, good to know.

Regards,
-- 
Robert Wysocki
administrator system?w linuksowych
Contium S.A., http://www.contium.pl




From Albert.Shih at obspm.fr  Thu Nov  8 07:15:18 2012
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Thu, 8 Nov 2012 13:15:18 +0100
Subject: [rt-users] General information about upgrade.
Message-ID: <20121108121518.GC23538@pcjas.obspm.fr>

Hi all,

Two basic questions about upgrade.

I've see the new version of RT4x is release. 

	1/ Where can I find the ?changes file?. ?

	2/ If I take a look inside 
	
		DISTRIB/etc/upgrade/

	and (for example with rt-4.0.8) I've 

		................
		drwxr-xr-x  2 501  staff    512 25 oct 20:37 4.0.0rc2
		drwxr-xr-x  2 501  staff    512 25 oct 20:37 4.0.0rc4
		drwxr-xr-x  2 501  staff    512 25 oct 20:37 4.0.0rc7
		drwxr-xr-x  2 501  staff    512 25 oct 20:37 4.0.1
		drwxr-xr-x  2 501  staff    512 25 oct 20:37 4.0.3
		drwxr-xr-x  2 501  staff    512 25 oct 20:37 4.0.4
		drwxr-xr-x  2 501  staff    512 25 oct 20:37 4.0.6
		-rwxr-xr--  1 501  staff   3738 25 oct 20:42 generate-rtaddressregexp

	is that mean I don't have anything to do if I upgrading from 4.0.7 ? 

	Is that the good way to see if I've anything to do for upgrading ? 

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:
jeu 8 nov 2012 13:11:40 CET


From ruz at bestpractical.com  Thu Nov  8 07:52:34 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 8 Nov 2012 16:52:34 +0400
Subject: [rt-users] General information about upgrade.
In-Reply-To: <20121108121518.GC23538@pcjas.obspm.fr>
References: <20121108121518.GC23538@pcjas.obspm.fr>
Message-ID: <CAMOxC8sst0-khW9V=LyFL0egOH1YZygWe=bt0xDA6VwaDmf6AA@mail.gmail.com>

On Thu, Nov 8, 2012 at 4:15 PM, Albert Shih <Albert.Shih at obspm.fr> wrote:
> Hi all,
>
> Two basic questions about upgrade.
>
> I've see the new version of RT4x is release.
>
>         1/ Where can I find the ?changes file?. ?
>
>         2/ If I take a look inside
>
>                 DISTRIB/etc/upgrade/
>
>         and (for example with rt-4.0.8) I've
>
>                 ................
>                 drwxr-xr-x  2 501  staff    512 25 oct 20:37 4.0.0rc2
>                 drwxr-xr-x  2 501  staff    512 25 oct 20:37 4.0.0rc4
>                 drwxr-xr-x  2 501  staff    512 25 oct 20:37 4.0.0rc7
>                 drwxr-xr-x  2 501  staff    512 25 oct 20:37 4.0.1
>                 drwxr-xr-x  2 501  staff    512 25 oct 20:37 4.0.3
>                 drwxr-xr-x  2 501  staff    512 25 oct 20:37 4.0.4
>                 drwxr-xr-x  2 501  staff    512 25 oct 20:37 4.0.6
>                 -rwxr-xr--  1 501  staff   3738 25 oct 20:42 generate-rtaddressregexp
>
>         is that mean I don't have anything to do if I upgrading from 4.0.7 ?
>
>         Is that the good way to see if I've anything to do for upgrading ?
>


You also check docs/UPGRADING-4.0 for "UPGRADING FROM 4.0.x and
earlier" to make sure there is no manual steps or special notes about
new features/important fixes.



> Regards.
>
> JAS

-- 
Best regards, Ruslan.


From testwreq at gmail.com  Thu Nov  8 10:50:52 2012
From: testwreq at gmail.com (testwreq wreq)
Date: Thu, 8 Nov 2012 10:50:52 -0500
Subject: [rt-users] apache2 configuration on ubuntu
Message-ID: <CAE9VTQKwwDz-XDOWj80b7WBYXDVwUmAvRXzYcL6-fKMcqmgpyw@mail.gmail.com>

I have new install of RT4 on ubuntu 12.0.8.

RT4 is installed in /rt folder.

Can someone pls advise on apache confiuration because apache2 is different
from centos
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From rapria at synotek.com  Thu Nov  8 10:57:40 2012
From: rapria at synotek.com (Abhimanyu Rapria)
Date: Thu, 8 Nov 2012 21:27:40 +0530
Subject: [rt-users] RT Unprivileged user with SeeCustomField and
 ModifyCustomField rights not able to download file from custom field of
 type "upload one file"
Message-ID: <CA+jL9eP5bXHsDffid67ikZitQwpEdujV9Dee4U6eeCfoiws8_w@mail.gmail.com>

Hi,

Version 4.0.5 OR 4.0.8

RT Unprivileged user with SeeCustomField and ModifyCustomField rights not
able to download file from custom field of type "upload one file"

So if the want to come to self service portal in future to download some
report uploaded in a custom field, they cant do it.

On clicking file name, service service page refreshes to self service home.

>From behavior looks like unprivileged users don't have some rights
on http://<FQDN>/rt/Download/CustomFieldValue/86/<filename>

Privileged users with same rights can download the file from exactly same
url http://<FQDN>/rt/Download/CustomFieldValue/86/<filename>

This is confirmed by the fact that if i take url
http://<FQDN>/rt/Download/CustomFieldValue/86/<filename>
and put it in another tab of browser where unprivileged user is logged in,
it will not download and open unprivileged user logged in home page.

If i take url http://<FQDN>/rt/Download/CustomFieldValue/86/<filename> and
put it in another tab of browser where privileged user is logged in, it
will download the file.

If this is confirmed to be a bug, i will proceed to submit a bug report.

br,
Rapria
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From testwreq at gmail.com  Thu Nov  8 11:33:04 2012
From: testwreq at gmail.com (testwreq wreq)
Date: Thu, 8 Nov 2012 11:33:04 -0500
Subject: [rt-users] can't find /etc/request-tracker4/apache2-modperl2.conf
Message-ID: <CAE9VTQJxPQTp76v9UCWBgu97ZQ5QgAJaH0+wQ7ODDtDRjzO+rg@mail.gmail.com>

We followed the instructions on
http://www.bestpractical.com/rt/docs/latest/README.html to install RT4 on
ubuntu

We ran step 6a "Make install" to install RT in /rt folder

I am looking at the wiki's to setup apache and most of the documentation
that I have come accross mentions to include apache3-modperl2.conf. RT did
not install this in the /etc folder. What could we be missing?

thanks so much in advance for helping us to resolve the setup.

===================================

open apache2 configuration file.

 vi /etc/apache2/sites-available/default

At the end of this file :

 Include /etc/request-tracker4/apache2-modperl2.conf
 RedirectMatch ^/$ /rt
 </VirtualHost>
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From dominic.hargreaves at it.ox.ac.uk  Thu Nov  8 12:15:55 2012
From: dominic.hargreaves at it.ox.ac.uk (Dominic Hargreaves)
Date: Thu, 8 Nov 2012 17:15:55 +0000
Subject: [rt-users] can't find
	/etc/request-tracker4/apache2-modperl2.conf
In-Reply-To: <CAE9VTQJxPQTp76v9UCWBgu97ZQ5QgAJaH0+wQ7ODDtDRjzO+rg@mail.gmail.com>
References: <CAE9VTQJxPQTp76v9UCWBgu97ZQ5QgAJaH0+wQ7ODDtDRjzO+rg@mail.gmail.com>
Message-ID: <20121108171555.GH4131@squash.oucs.ox.ac.uk>

On Thu, Nov 08, 2012 at 11:33:04AM -0500, testwreq wreq wrote:
> We followed the instructions on
> http://www.bestpractical.com/rt/docs/latest/README.html to install RT4 on
> ubuntu
> 
> We ran step 6a "Make install" to install RT in /rt folder
> 
> I am looking at the wiki's to setup apache and most of the documentation
> that I have come accross mentions to include apache3-modperl2.conf. RT did
> not install this in the /etc folder. What could we be missing?
> 
> thanks so much in advance for helping us to resolve the setup.

You're confusing the method of installing from source with installing
the Debian/Ubuntu packge; the file in /etc you refer to comes from
the latter. What you want if you're already installed from source is

http://www.bestpractical.com/rt/docs/latest/web_deployment.html

(could that perhaps be linked from README?)

-- 
Dominic Hargreaves, Systems Development and Support Section
IT Services, University of Oxford
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From testwreq at gmail.com  Thu Nov  8 12:37:48 2012
From: testwreq at gmail.com (testwreq wreq)
Date: Thu, 8 Nov 2012 12:37:48 -0500
Subject: [rt-users] can't find
	/etc/request-tracker4/apache2-modperl2.conf
In-Reply-To: <20121108171555.GH4131@squash.oucs.ox.ac.uk>
References: <CAE9VTQJxPQTp76v9UCWBgu97ZQ5QgAJaH0+wQ7ODDtDRjzO+rg@mail.gmail.com>
	<20121108171555.GH4131@squash.oucs.ox.ac.uk>
Message-ID: <CAE9VTQLLTpLReHhGpdof0xXL3teLjuzVLrx+6wt5cGeLzcTOqw@mail.gmail.com>

Actually now this is my host file. When I restart apache, I get the
following error:
PerlResponseHandler', perhaps misspelled or defined by a module not
included in the server configuration...

Probably it is something with Apache.
make testdeps
make fixdeps
both return all dependencies found.

How should I fix this?



 <VirtualHost rt.example.com>

               AddDefaultCharset UTF-8
               DocumentRoot "/opt/rt4/share/html"

               <Location />
                   Order allow,deny
                   Allow from all

                   SetHandler modperl
                   PerlResponseHandler Plack::Handler::Apache2
                   PerlSetVar psgi_app /opt/rt4/sbin/rt-server
               </Location>
               <Perl>
                   use Plack::Handler::Apache2;

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


On Thu, Nov 8, 2012 at 12:15 PM, Dominic Hargreaves <
dominic.hargreaves at it.ox.ac.uk> wrote:

> On Thu, Nov 08, 2012 at 11:33:04AM -0500, testwreq wreq wrote:
> > We followed the instructions on
> > http://www.bestpractical.com/rt/docs/latest/README.html to install RT4
> on
> > ubuntu
> >
> > We ran step 6a "Make install" to install RT in /rt folder
> >
> > I am looking at the wiki's to setup apache and most of the documentation
> > that I have come accross mentions to include apache3-modperl2.conf. RT
> did
> > not install this in the /etc folder. What could we be missing?
> >
> > thanks so much in advance for helping us to resolve the setup.
>
> You're confusing the method of installing from source with installing
> the Debian/Ubuntu packge; the file in /etc you refer to comes from
> the latter. What you want if you're already installed from source is
>
> http://www.bestpractical.com/rt/docs/latest/web_deployment.html
>
> (could that perhaps be linked from README?)
>
> --
> Dominic Hargreaves, Systems Development and Support Section
> IT Services, University of Oxford
>
> --------
> We're hiring! http://bestpractical.com/jobs
>
>
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From trs at bestpractical.com  Thu Nov  8 13:11:27 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 08 Nov 2012 10:11:27 -0800
Subject: [rt-users] can't find
	/etc/request-tracker4/apache2-modperl2.conf
In-Reply-To: <20121108171555.GH4131@squash.oucs.ox.ac.uk>
References: <CAE9VTQJxPQTp76v9UCWBgu97ZQ5QgAJaH0+wQ7ODDtDRjzO+rg@mail.gmail.com>
	<20121108171555.GH4131@squash.oucs.ox.ac.uk>
Message-ID: <509BF5CF.8040305@bestpractical.com>

On 11/08/2012 09:15 AM, Dominic Hargreaves wrote:
> http://www.bestpractical.com/rt/docs/latest/web_deployment.html
> 
> (could that perhaps be linked from README?)

It should be, yes.  The README isn't POD, which makes generating
anything other than plain text an ad-hoc game, but finding "docs/X"
references and linking them would be nice.  It'd also be nice to link to
the bin/rt-mailgate docs where that is mentioned, as well as any text
that matches /UPGRADING-\d\.\d/, and of course all the normal http URLs
and email addresses mentioned.


From ptomblin at xcski.com  Thu Nov  8 13:27:16 2012
From: ptomblin at xcski.com (Paul Tomblin)
Date: Thu, 8 Nov 2012 13:27:16 -0500
Subject: [rt-users] can't find
	/etc/request-tracker4/apache2-modperl2.conf
In-Reply-To: <CAE9VTQLLTpLReHhGpdof0xXL3teLjuzVLrx+6wt5cGeLzcTOqw@mail.gmail.com>
References: <CAE9VTQJxPQTp76v9UCWBgu97ZQ5QgAJaH0+wQ7ODDtDRjzO+rg@mail.gmail.com>
	<20121108171555.GH4131@squash.oucs.ox.ac.uk>
	<CAE9VTQLLTpLReHhGpdof0xXL3teLjuzVLrx+6wt5cGeLzcTOqw@mail.gmail.com>
Message-ID: <CAJCD8L917s7ODRZwCJF05+SSwbVJLFJqo6Twd5jijpoXTkc0qg@mail.gmail.com>

On Thu, Nov 8, 2012 at 12:37 PM, testwreq wreq <testwreq at gmail.com> wrote:

> Actually now this is my host file. When I restart apache, I get the
> following error:
> PerlResponseHandler', perhaps misspelled or defined by a module not
> included in the server configuration...
>
>

Do you have your mod_perl handler included in Apache?  If you look in
/etc/apache2/mods-enabled, you should see a "perl.load" which should be a
symlink to a file of the same name in ../mods-available.



-- 
http://www.linkedin.com/in/paultomblin
http://careers.stackoverflow.com/ptomblin
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From trs at bestpractical.com  Thu Nov  8 13:36:51 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 08 Nov 2012 10:36:51 -0800
Subject: [rt-users] RT Unprivileged user with SeeCustomField and
 ModifyCustomField rights not able to download file from custom field of
 type "upload one file"
In-Reply-To: <CA+jL9eP5bXHsDffid67ikZitQwpEdujV9Dee4U6eeCfoiws8_w@mail.gmail.com>
References: <CA+jL9eP5bXHsDffid67ikZitQwpEdujV9Dee4U6eeCfoiws8_w@mail.gmail.com>
Message-ID: <509BFBC3.104@bestpractical.com>

On 11/08/2012 07:57 AM, Abhimanyu Rapria wrote:
> RT Unprivileged user with SeeCustomField and ModifyCustomField
> rights not able to download file from custom field of type "upload
> one file"
> 
> So if the want to come to self service portal in future to download
> some report uploaded in a custom field, they cant do it.
> 
> On clicking file name, service service page refreshes to self service
> home.
> 
> From behavior looks like unprivileged users don't have some rights on
> http://<FQDN>/rt/Download/CustomFieldValue/86/<filename>

Yes, this is a bug, please submit a ticket to rt-bugs at bestpractical.com
or at http://issues.bestpractical.com.  As a workaround, you could add
this to your RT_SiteConfig.pm:

   Set($SelfServiceRegex, qr!^(?:/+(?:SelfService|Download/CustomFieldValue/\d+)/)!x );

Which will allow self service users to access the CF download URL.


From trs at bestpractical.com  Thu Nov  8 13:39:21 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 08 Nov 2012 10:39:21 -0800
Subject: [rt-users] General information about upgrade.
In-Reply-To: <20121108121518.GC23538@pcjas.obspm.fr>
References: <20121108121518.GC23538@pcjas.obspm.fr>
Message-ID: <509BFC59.3070700@bestpractical.com>

On 11/08/2012 04:15 AM, Albert Shih wrote:
> I've see the new version of RT4x is release. 
> 
> 	1/ Where can I find the ?changes file?. ?

Release notes are now online at http://bestpractical.com/rt/release-notes/.

> 	2/ If I take a look inside 
> 	
> 		DISTRIB/etc/upgrade/
> 
> 	and (for example with rt-4.0.8) I've 
> 
> 		................
> 		drwxr-xr-x  2 501  staff    512 25 oct 20:37 4.0.0rc2
> 		drwxr-xr-x  2 501  staff    512 25 oct 20:37 4.0.0rc4
> 		drwxr-xr-x  2 501  staff    512 25 oct 20:37 4.0.0rc7
> 		drwxr-xr-x  2 501  staff    512 25 oct 20:37 4.0.1
> 		drwxr-xr-x  2 501  staff    512 25 oct 20:37 4.0.3
> 		drwxr-xr-x  2 501  staff    512 25 oct 20:37 4.0.4
> 		drwxr-xr-x  2 501  staff    512 25 oct 20:37 4.0.6
> 		-rwxr-xr--  1 501  staff   3738 25 oct 20:42 generate-rtaddressregexp
> 
> 	is that mean I don't have anything to do if I upgrading from 4.0.7 ? 

Correct.

> 	Is that the good way to see if I've anything to do for upgrading ? 

The best way is to run `make upgrade-database` as outlined in the README
and enter the version you're upgrading from.  If there is nothing to do,
it'll tell you that and quit.  If there are upgrades to run, it'll tell
you which ones and ask if you want to proceed.  You can decline if
you're just looking to see what you'll need to do later.

As Ruslan noted, you should also read the UPGRADING-* files under docs/.

Thomas


From Seth.Lake at vangent.com  Thu Nov  8 13:50:27 2012
From: Seth.Lake at vangent.com (Lake, Seth M (Vangent))
Date: Thu, 8 Nov 2012 18:50:27 +0000
Subject: [rt-users] Spreadsheet esq
Message-ID: <344089BE6091124BA4C977E9CDB331CB20FE05A0@DENEXCMBP02.vangent.local>

An interesting idea, but I'm not seeing how it ties in to newly generated tickets.  So when a user clicks on New Ticket in the Cabling queue how does RT know to grab an RTFM article to use as a template?
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From testwreq at gmail.com  Thu Nov  8 14:06:58 2012
From: testwreq at gmail.com (testwreq wreq)
Date: Thu, 8 Nov 2012 14:06:58 -0500
Subject: [rt-users] can't find
	/etc/request-tracker4/apache2-modperl2.conf
In-Reply-To: <CAJCD8L917s7ODRZwCJF05+SSwbVJLFJqo6Twd5jijpoXTkc0qg@mail.gmail.com>
References: <CAE9VTQJxPQTp76v9UCWBgu97ZQ5QgAJaH0+wQ7ODDtDRjzO+rg@mail.gmail.com>
	<20121108171555.GH4131@squash.oucs.ox.ac.uk>
	<CAE9VTQLLTpLReHhGpdof0xXL3teLjuzVLrx+6wt5cGeLzcTOqw@mail.gmail.com>
	<CAJCD8L917s7ODRZwCJF05+SSwbVJLFJqo6Twd5jijpoXTkc0qg@mail.gmail.com>
Message-ID: <CAE9VTQJ7fuckeN-M-GCDLLiLpyKXB29sn6BehmYUgaACURW=yA@mail.gmail.com>

Thank you. This helped. Issued the following commands to fix it:
issued the following commands to install and enable the module in Apache:
 apt-get install libapache2-mod-perl2
 a2enmod perl

Restarted apache2. The web interface works fine. However, apache restart
gave the following error:
[Thu Nov 08 13:56:57 2012] [warn] NameVirtualHost *:80 has no VirtualHosts
   ...done.

What could be wrong in this file? this is rt file and enabled in
sites-enabled directory.

<VirtualHost rt4.cs.sbu.edu>
   # Optional apache logs for RT
   # ErrorLog /opt/rt4/var/log/apache2.error
   # TransferLog /opt/rt4/var/log/apache2.access
   # LogLevel debug
     AddDefaultCharset UTF-8
     DocumentRoot "/rt/share/html"
     <Location />
         Order allow,deny
         Allow from all
        SetHandler modperl
        PerlResponseHandler Plack::Handler::Apache2
        PerlSetVar psgi_app /rt/sbin/rt-server
     </Location>
     <Perl>
        use Plack::Handler::Apache2;
        Plack::Handler::Apache2->preload("/rt/sbin/rt-server");
     </Perl>
</VirtualHost>



On Thu, Nov 8, 2012 at 1:27 PM, Paul Tomblin <ptomblin at xcski.com> wrote:

>
>
> On Thu, Nov 8, 2012 at 12:37 PM, testwreq wreq <testwreq at gmail.com> wrote:
>
>> Actually now this is my host file. When I restart apache, I get the
>> following error:
>> PerlResponseHandler', perhaps misspelled or defined by a module not
>> included in the server configuration...
>>
>>
>
> Do you have your mod_perl handler included in Apache?  If you look in
> /etc/apache2/mods-enabled, you should see a "perl.load" which should be a
> symlink to a file of the same name in ../mods-available.
>
>
>
> --
> http://www.linkedin.com/in/paultomblin
> http://careers.stackoverflow.com/ptomblin
>
>
> --------
> We're hiring! http://bestpractical.com/jobs
>
>
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From arekm at maven.pl  Fri Nov  9 04:47:07 2012
From: arekm at maven.pl (Arkadiusz =?utf-8?q?Mi=C5=9Bkiewicz?=)
Date: Fri, 9 Nov 2012 10:47:07 +0100
Subject: [rt-users] rt 4.0.8 and unknown charsets
Message-ID: <201211091047.07603.arekm@maven.pl>


Hi,

rt 4.0.8 installation and rt-mailgate script quite often cannot deliver 
message to rt because:

[pid  8672] write(2, "RT server error.\n\nThe RT server which handled your 
email did not behave as expected. It\nsaid:\n\nUnknown encoding 'iso-8859-8-i' 
at /usr/share/perl5/vendor_perl/RT/I18N.pm line 542\n\nStack:\n  
[/usr/share/perl5/5.12.4/Carp.pm:62]\n  
[/usr/lib/perl5/vendor_perl/5.12.0/i686-pld-linux-thread-
multi/Encode.pm:189]\n  [/usr/share/perl5/vendor_perl/RT/I18N.pm:542]\n  
[/usr/share/perl5/vendor_perl/RT/I18N.pm:214]\n  
[/usr/share/perl5/vendor_perl/RT/I18N.pm:210]\n  
[/usr/share/perl5/vendor_perl/RT/EmailParser.pm:282]\n  
[/usr/share/perl5/vendor_perl/RT/Interface/Email.pm:1433]\n  
[/usr/share/rt/html/REST/1.0/NoAuth/mail-gateway:61]\n\n", 621) = 621


iso-8859-8-i is actually valid encoding 
(http://en.wikipedia.org/wiki/ISO-8859-8-I)

The question is - can rt be configured/changed that way it treats unknown 
charsets as ascii or utf8? I really prefer to have borked charset than to 
loose message.

-- 
Arkadiusz Mi?kiewicz, arekm / maven.pl


From trs at bestpractical.com  Fri Nov  9 05:02:51 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 09 Nov 2012 02:02:51 -0800
Subject: [rt-users] rt 4.0.8 and unknown charsets
In-Reply-To: <201211091047.07603.arekm@maven.pl>
References: <201211091047.07603.arekm@maven.pl>
Message-ID: <509CD4CB.8040205@bestpractical.com>

On 11/09/2012 01:47 AM, Arkadiusz Mi?kiewicz wrote:
> iso-8859-8-i is actually valid encoding 
> (http://en.wikipedia.org/wiki/ISO-8859-8-I)

Try putting this in your RT_SiteConfig.pm:

    use Encode;
    use Encode::Alias;
    define_alias("iso-8859-8-i" => "iso-8859-8");

and then restarting RT.

The wikipedia page for ISO-8859-8 sheds some light on the difference:

    Nominally ISO-8859-8 is for ?visual order?, and ISO-8859-8-I is for
    logical order. But usually in practice, and required for HTML and
    XML documents, ISO-8859-8 also stands for logical order text.
        http://en.wikipedia.org/wiki/ISO/IEC_8859-8


From arekm at maven.pl  Fri Nov  9 05:49:40 2012
From: arekm at maven.pl (Arkadiusz =?utf-8?q?Mi=C5=9Bkiewicz?=)
Date: Fri, 9 Nov 2012 11:49:40 +0100
Subject: [rt-users] rt 4.0.8 and unknown charsets
In-Reply-To: <509CD4CB.8040205@bestpractical.com>
References: <201211091047.07603.arekm@maven.pl>
	<509CD4CB.8040205@bestpractical.com>
Message-ID: <201211091149.40752.arekm@maven.pl>

On Friday 09 of November 2012, Thomas Sibley wrote:
> On 11/09/2012 01:47 AM, Arkadiusz Mi?kiewicz wrote:
> > iso-8859-8-i is actually valid encoding
> > (http://en.wikipedia.org/wiki/ISO-8859-8-I)
> 
> Try putting this in your RT_SiteConfig.pm:
> 
>     use Encode;
>     use Encode::Alias;
>     define_alias("iso-8859-8-i" => "iso-8859-8");
> 
> and then restarting RT.

That worked for this case, thanks!

Now I'm interested in more generic solution, so I won't have to play manually 
with every (random) charset someone is putting :)

-- 
Arkadiusz Mi?kiewicz, arekm / maven.pl


From kristian.davies at gmail.com  Fri Nov  9 06:01:04 2012
From: kristian.davies at gmail.com (Kristian Davies)
Date: Fri, 9 Nov 2012 11:01:04 +0000
Subject: [rt-users] Custom Field searching
Message-ID: <CAAGfX-gM4xRn+YZXLC600FskSutxBYzUAoOmwSXrsLT9xM5Hrg@mail.gmail.com>

I'm sure this is a know issue but I can't find a reference to it
(probably looking in the wrong place).

Version: 4.0.6

Works: Queue = 'QueueA' AND CF.{FRUIT} = 'APPLE'

Does not work:
Queue = 'QueueA' AND CF.{FRUIT} != 'APPLE'

Seems to work if I add: AND CF.{FRUIT} IS NOT NULL

Known issue, meant to be like that, is it fixed in a later version?

Cheers,
Kristian


From arthur_rance at hotmail.com  Fri Nov  9 08:45:17 2012
From: arthur_rance at hotmail.com (Arthur Rance)
Date: Fri, 9 Nov 2012 14:45:17 +0100
Subject: [rt-users] Perl script list all tickets = zero
Message-ID: <BAY167-W1168B87ACFE3F9DD299B0DCE3680@phx.gbl>


Hello,
zero ticket. why ?
#!/usr/bin/env perl use strict;use warnings; use RT; RT::LoadConfig();RT::Init();RT::ConnectToDatabase(); my $tickets = new RT::Tickets( $RT::SystemUser );$tickets->FindAllRows; my $count = $tickets->Count;print "$count\n"; # why zero ? 		 	   		  
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From ruz at bestpractical.com  Fri Nov  9 12:12:45 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 9 Nov 2012 21:12:45 +0400
Subject: [rt-users] Perl script list all tickets = zero
In-Reply-To: <BAY167-W1168B87ACFE3F9DD299B0DCE3680@phx.gbl>
References: <BAY167-W1168B87ACFE3F9DD299B0DCE3680@phx.gbl>
Message-ID: <CAMOxC8tCy1mHq=nfuBdif0w0b3S0Yhxf6=4pYCCt9txfUF5BqQ@mail.gmail.com>

On Fri, Nov 9, 2012 at 5:45 PM, Arthur Rance <arthur_rance at hotmail.com> wrote:
> FindAllRows

You need UnLimit method.


-- 
Best regards, Ruslan.


From falcone at bestpractical.com  Fri Nov  9 12:42:45 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 9 Nov 2012 12:42:45 -0500
Subject: [rt-users] Custom Field searching
In-Reply-To: <CAAGfX-gM4xRn+YZXLC600FskSutxBYzUAoOmwSXrsLT9xM5Hrg@mail.gmail.com>
References: <CAAGfX-gM4xRn+YZXLC600FskSutxBYzUAoOmwSXrsLT9xM5Hrg@mail.gmail.com>
Message-ID: <20121109174245.GA1537@jibsheet.com>

On Fri, Nov 09, 2012 at 11:01:04AM +0000, Kristian Davies wrote:
> I'm sure this is a know issue but I can't find a reference to it
> (probably looking in the wrong place).
> 
> Version: 4.0.6
> 
> Works: Queue = 'QueueA' AND CF.{FRUIT} = 'APPLE'
> 
> Does not work:
> Queue = 'QueueA' AND CF.{FRUIT} != 'APPLE'
> 
> Seems to work if I add: AND CF.{FRUIT} IS NOT NULL

You don't mention your database.

Also, please describe "doesn't work".

-kevin
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From falcone at bestpractical.com  Fri Nov  9 13:09:54 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 9 Nov 2012 13:09:54 -0500
Subject: [rt-users] rt 4.0.8 and unknown charsets
In-Reply-To: <201211091149.40752.arekm@maven.pl>
References: <201211091047.07603.arekm@maven.pl>
	<509CD4CB.8040205@bestpractical.com>
	<201211091149.40752.arekm@maven.pl>
Message-ID: <20121109180954.GB1537@jibsheet.com>

On Fri, Nov 09, 2012 at 11:49:40AM +0100, Arkadiusz Mi?kiewicz wrote:
> On Friday 09 of November 2012, Thomas Sibley wrote:
> > On 11/09/2012 01:47 AM, Arkadiusz Mi?kiewicz wrote:
> > > iso-8859-8-i is actually valid encoding
> > > (http://en.wikipedia.org/wiki/ISO-8859-8-I)
> > 
> > Try putting this in your RT_SiteConfig.pm:
> > 
> >     use Encode;
> >     use Encode::Alias;
> >     define_alias("iso-8859-8-i" => "iso-8859-8");
> > 
> > and then restarting RT.
> 
> That worked for this case, thanks!
> 
> Now I'm interested in more generic solution, so I won't have to play manually 
> with every (random) charset someone is putting :)

There have been a few patches around this and at least one unmerged
branch that touches our internationalization code.

It should continue to get better in future releases.

-kevin
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From kristian.davies at gmail.com  Fri Nov  9 13:12:12 2012
From: kristian.davies at gmail.com (Kristian Davies)
Date: Fri, 9 Nov 2012 18:12:12 +0000
Subject: [rt-users] Custom Field searching
In-Reply-To: <20121109174245.GA1537@jibsheet.com>
References: <CAAGfX-gM4xRn+YZXLC600FskSutxBYzUAoOmwSXrsLT9xM5Hrg@mail.gmail.com>
	<20121109174245.GA1537@jibsheet.com>
Message-ID: <CAAGfX-h4ExKM+t_rK+dEVv6p6xW7T_MKbipRQdebugDdWKkrsw@mail.gmail.com>

> You don't mention your database.

Sorry... MySQL 5.1.50-enterprise-gpl-advanced-log

> Also, please describe "doesn't work".

By not work I mean it doesn't 'filter out' without the 'IS  NOT NULL'.
 It does however work with matching on custom fields.

-Kristian


From falcone at bestpractical.com  Fri Nov  9 13:21:22 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 9 Nov 2012 13:21:22 -0500
Subject: [rt-users] Custom Field searching
In-Reply-To: <CAAGfX-h4ExKM+t_rK+dEVv6p6xW7T_MKbipRQdebugDdWKkrsw@mail.gmail.com>
References: <CAAGfX-gM4xRn+YZXLC600FskSutxBYzUAoOmwSXrsLT9xM5Hrg@mail.gmail.com>
	<20121109174245.GA1537@jibsheet.com>
	<CAAGfX-h4ExKM+t_rK+dEVv6p6xW7T_MKbipRQdebugDdWKkrsw@mail.gmail.com>
Message-ID: <20121109182122.GC1537@jibsheet.com>

On Fri, Nov 09, 2012 at 06:12:12PM +0000, Kristian Davies wrote:
> > Also, please describe "doesn't work".
> 
> By not work I mean it doesn't 'filter out' without the 'IS  NOT NULL'.
>  It does however work with matching on custom fields.

What type is your test custom field?

You should also be checking the web server error logs to make sure
you're not getting any errors about your query.

-kevin
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From ruz at bestpractical.com  Fri Nov  9 14:40:02 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 9 Nov 2012 23:40:02 +0400
Subject: [rt-users] Custom Field searching
In-Reply-To: <CAAGfX-h4ExKM+t_rK+dEVv6p6xW7T_MKbipRQdebugDdWKkrsw@mail.gmail.com>
References: <CAAGfX-gM4xRn+YZXLC600FskSutxBYzUAoOmwSXrsLT9xM5Hrg@mail.gmail.com>
	<20121109174245.GA1537@jibsheet.com>
	<CAAGfX-h4ExKM+t_rK+dEVv6p6xW7T_MKbipRQdebugDdWKkrsw@mail.gmail.com>
Message-ID: <CAMOxC8sf62zoXvVR+nRU8yz=RdbMjKenqTb_1-4UfbT2p8HxFw@mail.gmail.com>

On Fri, Nov 9, 2012 at 10:12 PM, Kristian Davies
<kristian.davies at gmail.com> wrote:
>> You don't mention your database.
>
> Sorry... MySQL 5.1.50-enterprise-gpl-advanced-log
>
>> Also, please describe "doesn't work".
>
> By not work I mean it doesn't 'filter out' without the 'IS  NOT NULL'.
>  It does however work with matching on custom fields.

CF.{X} != 'apple' expected to return tickets without value for CF X.
Have I misunderstood you and it actually returns tickets with apple
value?


> -Kristian
> --------
> We're hiring! http://bestpractical.com/jobs



-- 
Best regards, Ruslan.


From trs at bestpractical.com  Fri Nov  9 15:34:43 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 09 Nov 2012 12:34:43 -0800
Subject: [rt-users] Perl script list all tickets = zero
In-Reply-To: <CAMOxC8tCy1mHq=nfuBdif0w0b3S0Yhxf6=4pYCCt9txfUF5BqQ@mail.gmail.com>
References: <BAY167-W1168B87ACFE3F9DD299B0DCE3680@phx.gbl>
	<CAMOxC8tCy1mHq=nfuBdif0w0b3S0Yhxf6=4pYCCt9txfUF5BqQ@mail.gmail.com>
Message-ID: <509D68E3.20705@bestpractical.com>

On 11/09/2012 09:12 AM, Ruslan Zakirov wrote:
> On Fri, Nov 9, 2012 at 5:45 PM, Arthur Rance <arthur_rance at hotmail.com> wrote:
>> FindAllRows
> 
> You need UnLimit method.

The reason is that FindAllRows just tells the collection to include
disabled records:
http://bestpractical.com/rt/docs/4.0/RT/SearchBuilder.html#FindAllRows




From diaulas.castro at intersolution.inf.br  Fri Nov  9 16:46:50 2012
From: diaulas.castro at intersolution.inf.br (Diaulas Castro)
Date: Fri, 9 Nov 2012 21:46:50 +0000
Subject: [rt-users] RES:  Exchange & rt
In-Reply-To: <3E4665E4-289C-4285-B314-6A7B83F2E65C@gmail.com>
References: <3E4665E4-289C-4285-B314-6A7B83F2E65C@gmail.com>
Message-ID: <3B9178D874F56F47B616AB50C01F7B7740587B04@GRUPRD8002MB111.lamprd80.prod.outlook.com>

My two cents,

  Configure your postfix/sendmail to masquerade entire envelope and sender, Exchange sometimes (at least on Office365) doesn't allow sender differ from authenticated user or someone doesn't exists in his database.


  If im correct on postfix search for generic tables and sendmail on /etc/sendmail.mc (or .cf always forgot)  for MASQUERADE options and generic maps.

If you use Debian/Ubuntu just install ssmtp and put your authentication/relay configuration on /etc/ssmtp







-----Mensagem original-----
De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Chris Herrmann
Enviada em: quarta-feira, 7 de novembro de 2012 19:12
Para: rt-users at lists.bestpractical.com
Assunto: [rt-users] Exchange & rt

Setup a contact for your desired queue email address - for example:

Myqueue at mydomain.com 

And the contact delivers to:

Myqueue at myrtserver.mydomain.com

Similarly configure a comment address:

Myqueue-comment at mydomain.com

--> myqueue-comment at myrtserver.mydomain.com

Set the primary domain as the primary address eg myqueue at mydomain.com

Configure the queues to the rtserver.mydomain.com addresses. 

Smart host rt via exchange to send emails out. 

Regards,


Chris Herrmann
Far Edge
+612 84251400
+614 03393309
http://www.faredge.com.au
--------
We're hiring! http://bestpractical.com/jobs




From diaulas.castro at intersolution.inf.br  Fri Nov  9 16:58:50 2012
From: diaulas.castro at intersolution.inf.br (Diaulas Castro)
Date: Fri, 9 Nov 2012 21:58:50 +0000
Subject: [rt-users] RES:  RT-4.0.8 Basics and Details menu - css issue?
In-Reply-To: <CAAxD6POVityxGVk11PmYNaH1cN=ChkFCCrGcs626i7BKJyZB7A@mail.gmail.com>
References: <CAAxD6POY4MQvfYsFamg7M43EqJ5VZDHNKGpqypwjDSbPo5Ftog@mail.gmail.com>
	<509AD407.709@bestpractical.com>
	<CAAxD6POVityxGVk11PmYNaH1cN=ChkFCCrGcs626i7BKJyZB7A@mail.gmail.com>
Message-ID: <3B9178D874F56F47B616AB50C01F7B7740587B33@GRUPRD8002MB111.lamprd80.prod.outlook.com>

Got same problem, but mine was Feed/Star button overlapping.

  After changing language from PT_BR to US_EN the Feed/Star button come back to right place.


De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Jim Lesinski
Enviada em: quarta-feira, 7 de novembro de 2012 19:50
Para: Thomas Sibley
Cc: rt-users at lists.bestpractical.com
Assunto: Re: [rt-users] RT-4.0.8 Basics and Details menu - css issue?

Hmm... When I went to check the version, it updated automatically to Version 23.0.1271.64 m, and now the menu works properly.

I was under the impression that Chrome updated automatically in the background so it was always up to date. (I feel silly)

So I guess that is solved.

Thanks,
Jim

On Wed, Nov 7, 2012 at 4:35 PM, Thomas Sibley <trs at bestpractical.com<mailto:trs at bestpractical.com>> wrote:
On 11/07/2012 01:20 PM, Jim Lesinski wrote:
> Does anyone else have an issue with the menu shifting for Basics and
> Details in Chrome?
>
> There's also issues with the menu on display.html. It seems like the
> first item gets pushed down a row.
I've noticed this recently in development, but it doesn't happen
consistently and I haven't tracked down what causes it.

It could be either an RT change or a Chrome update which changes
rendering.  What exact version of Chrome are you seeing this in?  I'm
using 22.0.1229.94.
--------
We're hiring! http://bestpractical.com/jobs

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From trs at bestpractical.com  Fri Nov  9 18:03:52 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 09 Nov 2012 15:03:52 -0800
Subject: [rt-users] Spreadsheet-esq Web Input
In-Reply-To: <344089BE6091124BA4C977E9CDB331CB20FE022F@DENEXCMBP02.vangent.local>
References: <344089BE6091124BA4C977E9CDB331CB20FDBFCE@DENEXCMBP02.vangent.local>,
	<344089BE6091124BA4C977E9CDB331CB20FE008B@DENEXCMBP02.vangent.local>
	<344089BE6091124BA4C977E9CDB331CB20FE022F@DENEXCMBP02.vangent.local>
Message-ID: <509D8BD8.20905@bestpractical.com>

On 10/31/2012 01:59 PM, Lake, Seth M (Vangent) wrote:
> been playing aorund with this for a few day now.  Able to design a table
> in the WYSIWYG and have it email out properly (by setting the contect to
> html in the templates) and show properly in the history (by pbypassing
> the scrubber).  still having an issue populating the Description field
> on a new ticket though.  any help is appreciated.

Rather than bypassing the scrubber, push the tags you need into
@RT::Interface::Web::SCRUBBER_ALLOWED_TAGS.

> I managed to hack together my first callback from Create.html and it
> works (yay!) but it's populating the WYSIWYG with unformatted text.  if
> anyone knows how to make this pop as an actual table please shoot me a line.

All message boxes (Elements/MessageBox) start as <textarea>s which are
then optionally upgraded to a rich text editor if preferred using
JavaScript.  The assumption is that the <textarea> always starts with
plain text and so it is HTML escaped before upgrading to the rich text
editor.

I'd investigate the CKEditor's JS API docs for ways to set HTML content,
and then do that from your callback.  Another option is setting the
MessageBox Content to HTML and then tricking RT into thinking it's
already HTML escaped (by setting CKEditorEncoded appropriately), but
that sounds much more fragile and open to abuse.

BTW, your callback will want to check and make sure there isn't already
Content, otherwise you'll overwrite the submitted message every time.


From falcone at bestpractical.com  Fri Nov  9 20:48:05 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 9 Nov 2012 20:48:05 -0500
Subject: [rt-users] RES:  Exchange & rt
In-Reply-To: <3B9178D874F56F47B616AB50C01F7B7740587B04@GRUPRD8002MB111.lamprd80.prod.outlook.com>
References: <3E4665E4-289C-4285-B314-6A7B83F2E65C@gmail.com>
	<3B9178D874F56F47B616AB50C01F7B7740587B04@GRUPRD8002MB111.lamprd80.prod.outlook.com>
Message-ID: <20121110014805.GD1537@jibsheet.com>

On Fri, Nov 09, 2012 at 09:46:50PM +0000, Diaulas Castro wrote:
> If you use Debian/Ubuntu just install ssmtp and put your authentication/relay configuration on /etc/ssmtp

A note about ssmtp or programs like it.
If it doesn't manage a queue of failed email, then if your exchange
server is ever down and RT tries to send mail, that mail will be lost.

This is why I always use a real MTA in relay mode since it has robust
queue/retry code.

-kevin
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From arekm at maven.pl  Mon Nov 12 05:14:25 2012
From: arekm at maven.pl (Arkadiusz =?utf-8?q?Mi=C5=9Bkiewicz?=)
Date: Mon, 12 Nov 2012 11:14:25 +0100
Subject: [rt-users] adding new system RT System's saved searches
Message-ID: <201211121114.25138.arekm@maven.pl>


Hi,

I can edit system searches by settings->saved searches->"unowned tickets" (for 
example) -> "You can also edit the predefined search itself: Search - Unowned 
Tickets"

Now I want add new system search like "owned tickets" for example. 

When editing existing system unowned ticket search the description for it is 
"[_1] newest unowned tickets".

What is "[_1]" meaning and what to use as description there if I want new 
_system_ search?

rt 4.0.8

Thanks,
-- 
Arkadiusz Mi?kiewicz, arekm / maven.pl


From sac at cse.unl.edu  Mon Nov 12 11:16:55 2012
From: sac at cse.unl.edu (sac)
Date: Mon, 12 Nov 2012 10:16:55 -0600
Subject: [rt-users] =?utf-8?q?RT_Bug=3F?=
Message-ID: <25c4a7100c088946b88c5a55ecf54ce3@cse-cyrus.unl.edu>

We recently had a request submitted to our RT system (version 4.0.4 on 
a Linux Mint 13 box) that caused a crash.  I have narrowed this down to 
the fact the e-mail had a header that read "Content-Type: TEXT/PLAIN; 
charset=X-UNKNOWN; format=flowed" and this caused RT to crash:

cse-rt ~ # cat emailmessage | /usr/bin/rt-mailgate --debug --queue 
general --action correspond --url https://cse-rt.unl.edu/
/usr/bin/rt-mailgate: temp file is '/tmp/E0FHMLj0Le/l_8jE5Tohr'
/usr/bin/rt-mailgate: connecting to 
https://cse-rt.unl.edu//REST/1.0/NoAuth/mail-gateway
Unknown encoding 'x-unknown' at 
/usr/share/request-tracker4/lib/RT/I18N.pm line 540

Stack:
   [/usr/share/perl/5.14/Carp.pm:79]
   [/usr/lib/perl/5.14/Encode.pm:187]
   [/usr/share/request-tracker4/lib/RT/I18N.pm:540]
   [/usr/share/request-tracker4/lib/RT/I18N.pm:214]
   [/usr/share/request-tracker4/lib/RT/I18N.pm:210]
   [/usr/share/request-tracker4/lib/RT/EmailParser.pm:282]
   [/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1405]
   [/usr/share/request-tracker4/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:

Unknown encoding 'x-unknown' at 
/usr/share/request-tracker4/lib/RT/I18N.pm line 540

Stack:
   [/usr/share/perl/5.14/Carp.pm:79]
   [/usr/lib/perl/5.14/Encode.pm:187]
   [/usr/share/request-tracker4/lib/RT/I18N.pm:540]
   [/usr/share/request-tracker4/lib/RT/I18N.pm:214]
   [/usr/share/request-tracker4/lib/RT/I18N.pm:210]
   [/usr/share/request-tracker4/lib/RT/EmailParser.pm:282]
   [/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1405]
   [/usr/share/request-tracker4/html/REST/1.0/NoAuth/mail-gateway:61]


As far as I've been able to determine, any message with the header in 
question causes a crash. I have not been able to determine how the 
"X-UNKNOWN" header was added, but the original mail client was a recent 
version of Alpine.




From ruz at bestpractical.com  Mon Nov 12 11:20:59 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 12 Nov 2012 20:20:59 +0400
Subject: [rt-users] RT Bug?
In-Reply-To: <25c4a7100c088946b88c5a55ecf54ce3@cse-cyrus.unl.edu>
References: <25c4a7100c088946b88c5a55ecf54ce3@cse-cyrus.unl.edu>
Message-ID: <CAMOxC8uKPrjYhvYRWzJTtaDh142SnhaJVd5GPCtWCfGhHD-_1Q@mail.gmail.com>

Hi,

We have a branch that improves sitatuation with unknow encodings. It
will be part of future 4.0.x releases.

On Mon, Nov 12, 2012 at 8:16 PM, sac <sac at cse.unl.edu> wrote:
> We recently had a request submitted to our RT system (version 4.0.4 on a
> Linux Mint 13 box) that caused a crash.  I have narrowed this down to the
> fact the e-mail had a header that read "Content-Type: TEXT/PLAIN;
> charset=X-UNKNOWN; format=flowed" and this caused RT to crash:
>
> cse-rt ~ # cat emailmessage | /usr/bin/rt-mailgate --debug --queue general
> --action correspond --url https://cse-rt.unl.edu/
> /usr/bin/rt-mailgate: temp file is '/tmp/E0FHMLj0Le/l_8jE5Tohr'
> /usr/bin/rt-mailgate: connecting to
> https://cse-rt.unl.edu//REST/1.0/NoAuth/mail-gateway
> Unknown encoding 'x-unknown' at /usr/share/request-tracker4/lib/RT/I18N.pm
> line 540
>
> Stack:
>   [/usr/share/perl/5.14/Carp.pm:79]
>   [/usr/lib/perl/5.14/Encode.pm:187]
>   [/usr/share/request-tracker4/lib/RT/I18N.pm:540]
>   [/usr/share/request-tracker4/lib/RT/I18N.pm:214]
>   [/usr/share/request-tracker4/lib/RT/I18N.pm:210]
>   [/usr/share/request-tracker4/lib/RT/EmailParser.pm:282]
>   [/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1405]
>   [/usr/share/request-tracker4/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:
>
> Unknown encoding 'x-unknown' at /usr/share/request-tracker4/lib/RT/I18N.pm
> line 540
>
> Stack:
>   [/usr/share/perl/5.14/Carp.pm:79]
>   [/usr/lib/perl/5.14/Encode.pm:187]
>   [/usr/share/request-tracker4/lib/RT/I18N.pm:540]
>   [/usr/share/request-tracker4/lib/RT/I18N.pm:214]
>   [/usr/share/request-tracker4/lib/RT/I18N.pm:210]
>   [/usr/share/request-tracker4/lib/RT/EmailParser.pm:282]
>   [/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1405]
>   [/usr/share/request-tracker4/html/REST/1.0/NoAuth/mail-gateway:61]
>
>
> As far as I've been able to determine, any message with the header in
> question causes a crash. I have not been able to determine how the
> "X-UNKNOWN" header was added, but the original mail client was a recent
> version of Alpine.
>
>
> --------
> We're hiring! http://bestpractical.com/jobs



-- 
Best regards, Ruslan.


From hescobar at afslc.com  Mon Nov 12 16:49:00 2012
From: hescobar at afslc.com (Hugo Escobar)
Date: Mon, 12 Nov 2012 16:49:00 -0500
Subject: [rt-users] selenium webdriver tests
Message-ID: <CAA5FCo1yQ2Ts3kjFfUuK+rj1JKXJ109SuSf58bC53aX2EnHY3g@mail.gmail.com>

Hi there:

I been implementing a testing environment for custom code based on selenium
webdriver.

Testing environment: CentOS 6.3, Apache, MySQL, Firefox.

So far, I've been successful in running a set of test cases, the only
problem I have is when I try to update the textarea (create, or reply
ticket). The js script executes showing no errors, etc but the content
never changes. My assumption is that the ckeditor is not updating
its content when a value has been assigned to the textarea element.

I show below a couple of the js snippets of my unsuccessful attempts:

=-=-=-
document.getElementsByName('UpdateContent')[0].value='Testing ticket reply.'

=-=-=-=

function UpdateFields() {

    for (instance in CKEDITOR.instances) {
        CKEDITOR.instance.setData('asdfasdfasdf');
       // CKEDITOR.instances[instance].setData('asdfasdf');
    }
}


Any help will highly appreciated!

-- 
Hugo Escobar


[image: AFS_logo.png]

Follow us on Facebook and Linked-In

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From gorauskas at gmail.com  Mon Nov 12 18:26:44 2012
From: gorauskas at gmail.com (Leo Gorauskas)
Date: Mon, 12 Nov 2012 15:26:44 -0800
Subject: [rt-users] Search format changed after upgrade
Message-ID: <CAMCr9BcS5hO7gZ6fpAGYQxz8ziSNQpgH-aTNHzcdaCtoN+9RTA@mail.gmail.com>

I had a custom search format that added a class to the Priority display so
I can highlight it according to the priority number. After upgrading from
4.0.1 to 4.0.8, I can no longer add classes or ids to any of the format
elements.

Here is the original format entry that got changed:

'   <b><a href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#',
'<div style="text-align: center;" class="pri-__Priority__"
>__Priority__</div>',
'__Created__',
'<b><a
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject',
'<a
href="/Ticket/Display.html?Action=Take&amp;id=__id__">Take</a>/TITLE:&nbsp;
'

If I try and change it back, the class definition disappears when i click
apply.


How can I add a class or ID to an element within a search format?

Thanks.


Leo.
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From janniezbedny1887 at gmail.com  Tue Nov 13 08:26:52 2012
From: janniezbedny1887 at gmail.com (=?ISO-8859-2?Q?Jan_Niezb=EAdny?=)
Date: Tue, 13 Nov 2012 14:26:52 +0100
Subject: [rt-users] RT 4 Translation problem
Message-ID: <CAE4WCxQgkvXokSChMKpC=e1TJSbHFbqk85O=L-rRuWA6p_K4AA@mail.gmail.com>

Vacation, vacation, ehhhhhh. Ok it's time to back to reality:)

I clean Mason Cache, twice:)
And also I put a few translation to the launchpad.

Thanks for help


From ruz at bestpractical.com  Tue Nov 13 09:51:56 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 13 Nov 2012 18:51:56 +0400
Subject: [rt-users] Search format changed after upgrade
In-Reply-To: <CAMCr9BcS5hO7gZ6fpAGYQxz8ziSNQpgH-aTNHzcdaCtoN+9RTA@mail.gmail.com>
References: <CAMCr9BcS5hO7gZ6fpAGYQxz8ziSNQpgH-aTNHzcdaCtoN+9RTA@mail.gmail.com>
Message-ID: <CAMOxC8s6wuy6YMbpKN4YdycNN-CUi5ZCiczH9uqJiy7k_iKYgQ@mail.gmail.com>

Hi,

As formats are user enterable and can be passed via arguments, they
are scrubbed. Search for "scrubber" in lib/RT/Interface/Web.pm .

On Tue, Nov 13, 2012 at 3:26 AM, Leo Gorauskas <gorauskas at gmail.com> wrote:
> I had a custom search format that added a class to the Priority display so I
> can highlight it according to the priority number. After upgrading from
> 4.0.1 to 4.0.8, I can no longer add classes or ids to any of the format
> elements.
>
> Here is the original format entry that got changed:
>
> '   <b><a href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#',
> '<div style="text-align: center;"
> class="pri-__Priority__">__Priority__</div>',
> '__Created__',
> '<b><a
> href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject',
> '<a
> href="/Ticket/Display.html?Action=Take&amp;id=__id__">Take</a>/TITLE:&nbsp;
> '
>
> If I try and change it back, the class definition disappears when i click
> apply.
>
>
> How can I add a class or ID to an element within a search format?
>
> Thanks.
>
>
> Leo.
> --------
> We're hiring! http://bestpractical.com/jobs
>



-- 
Best regards, Ruslan.


From dominic.hargreaves at it.ox.ac.uk  Tue Nov 13 10:17:21 2012
From: dominic.hargreaves at it.ox.ac.uk (Dominic Hargreaves)
Date: Tue, 13 Nov 2012 15:17:21 +0000
Subject: [rt-users] Ubuntu package update testing needed
Message-ID: <20121113151720.GL4000@squash.oucs.ox.ac.uk>

Hi all,

If you use request-tracker3.8 on Ubuntu lucid, oneiric or precise,
please consider testing (with suitable control processes, eg on a
separate test server or with the ability to roll back) the updates
discussed at

https://bugs.launchpad.net/ubuntu/+source/request-tracker3.8/+bug/1004834/comments/11

and send your test reports to the bug report:

https://bugs.launchpad.net/ubuntu/+source/request-tracker3.8/+bug/1004834

Cheers,
Dominic.

-- 
Dominic Hargreaves, Systems Development and Support Section
IT Services, University of Oxford
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From nesius at gmail.com  Tue Nov 13 11:50:18 2012
From: nesius at gmail.com (Robert Nesius)
Date: Tue, 13 Nov 2012 10:50:18 -0600
Subject: [rt-users] Web-UI navigation question
In-Reply-To: <20121022165408.GL22310@jibsheet.com>
References: <CAOOsjE9329mbbg+-DwWSNb7ytg5y3-qb72XNbeuszMo4cSW2mw@mail.gmail.com>
	<20121022165408.GL22310@jibsheet.com>
Message-ID: <CAOOsjE8dy9Qr9s7mw+OLvr+mgQYv5TyUijw02_HqFVWK9Bz-JA@mail.gmail.com>

On Mon, Oct 22, 2012 at 11:54 AM, Kevin Falcone
<falcone at bestpractical.com>wrote:

> On Fri, Oct 19, 2012 at 05:30:46PM -0500, Robert Nesius wrote:
> > Both myself and fellow RT Users have noticed the following little quirk
> in
> > navigating the UI.
> >
> > * While looking at a list of tickets (like My Tickets), we click on a
> > ticket.
> > * We resolve the ticket.
> > * RT updates the view and says the ticket is solved.
> >
> > What would be mega handy is a link here "Back to previous list view" or
> > something.  But instead what we have to do is navigate to the top of RT
> and
> > then click on My Tickets to get back to the list we had before.  I'm on
> > 4.0.3 - anyone know if this has been streamlined in later releases?  Or
> if
> > there's a way to accomplish this that I haven't figured out yet?  I tried
> > making a saved search and a dashboard, but I still need multiple clicks
> to
> > get to the list view I want.
>
> If you click on the header for My Tickets to get a full listing and
> then click on a ticket, you'll tell RT "This search is my current
> search" and if you hover over Tickets, you'll see a number of links
> for next/prev first/last and for seeing the whole result again.
>
> Unfortunately, clicking on a ticket from the homepage isn't enough to
> trigger the "this is my current search" behavior.
>

Thank you, Kevin!  That's most of what I was looking for and will be very
helpful!

-Rob
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From trs at bestpractical.com  Tue Nov 13 13:10:02 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 13 Nov 2012 10:10:02 -0800
Subject: [rt-users] Search format changed after upgrade
In-Reply-To: <CAMCr9BcS5hO7gZ6fpAGYQxz8ziSNQpgH-aTNHzcdaCtoN+9RTA@mail.gmail.com>
References: <CAMCr9BcS5hO7gZ6fpAGYQxz8ziSNQpgH-aTNHzcdaCtoN+9RTA@mail.gmail.com>
Message-ID: <50A28CFA.8090709@bestpractical.com>

On 11/12/2012 03:26 PM, Leo Gorauskas wrote:
> How can I add a class or ID to an element within a search format?

You'll need to adjust the allowed HTML attributes, but be aware of the
potential security concerns (faking up transactions and other parts of
the UI in arbitrary messages).  Put the following in
local/lib/RT/Interface/Web_Local.pm:

    package HTML::Mason::Commands;
    our %SCRUBBER_ALLOWED_ATTRIBUTES;
    $SCRUBBER_ALLOWED_ATTRIBUTES{'id'}    = 1;
    $SCRUBBER_ALLOWED_ATTRIBUTES{'class'} = 1;
    1;

Then clear the mason cache and restart RT.


From asanka_gunasekera at yahoo.co.uk  Wed Nov 14 00:08:31 2012
From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera)
Date: Wed, 14 Nov 2012 05:08:31 +0000 (GMT)
Subject: [rt-users] RT Migration to new HW and version
Message-ID: <1352869711.54525.YahooMailNeo@web133206.mail.ir2.yahoo.com>

Hi, I am running RT 4.0.1rc1 and I want to upgrade this to
the latest in the same time I need to do an upgrade on our HW too and Oracle
10g2. The process that I?m thinking of following would be
1.?????? Install and configure new RT instant and
Database
2.?????? Replicate configuration (SLA, LDAP, and any
other that I have done so far)
3.?????? Backup and Restore the database on this new
environment
4.?????? Run upgrad scripts (if there is any) for the
database
Will this work, if not how would I go about achieving this
kind of migration
?
Thanks and Best Regards
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From asanka_gunasekera at yahoo.co.uk  Wed Nov 14 00:08:58 2012
From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera)
Date: Wed, 14 Nov 2012 05:08:58 +0000 (GMT)
Subject: [rt-users] capture status change to apply custom filed status
References: <1347607212.70386.YahooMailNeo@web133202.mail.ir2.yahoo.com> 
Message-ID: <1352869738.81855.YahooMailNeo@web133201.mail.ir2.yahoo.com>

Hi All, hope this will help some one :) I found this post (RT wick) and gave me exactly what I was looking for

http://requesttracker.wikia.com/wiki/CustomConditionSnippets#on_Status_Change_from_.22new.22_to_.22open.22


??? Description: Asa - On Open change Correpond Status 
??? Condirion: On Create
??? Action: User Defined
??? Template: Global template: Blank
??? stage: TransactionCreate

??? Custom condition:

??? my $txn = $self->TransactionObj;
??? my $type = $txn->Type;
??? return 0 unless $type eq "Status"
??? ??? || ( $type eq 'Set' && $txn->Field eq 'Status');

??? return 0 unless $txn->OldValue eq "new";
??? return 0 unless $txn->NewValue eq "open";
??? return 1;


??? Custom action preparation code:
??? 
??? my ($success, $msg) = $self->TicketObj->AddCustomFieldValue(Field => 'Correspond Status', Value => 'Work in Progress');
??? if (!$success)
 {
??? $RT::Logger->error($msg);
??? return 0;
??? }
??? return 1;
??? 


Thanks and Best Regards



________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Friday, 14 September 2012, 12:50
Subject: capture status change to apply custom filed status
 

Hi, how can I capture the action of "opening" (not the open status) a new ticket to apply a custom filed value to "Work in progress"

Thanks and regards
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From asanka_gunasekera at yahoo.co.uk  Wed Nov 14 00:08:58 2012
From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera)
Date: Wed, 14 Nov 2012 05:08:58 +0000 (GMT)
Subject: [rt-users] capture status change to apply custom filed status
References: <1347607212.70386.YahooMailNeo@web133202.mail.ir2.yahoo.com> 
Message-ID: <1352869738.81855.YahooMailNeo@web133201.mail.ir2.yahoo.com>

Hi All, hope this will help some one :) I found this post (RT wick) and gave me exactly what I was looking for

http://requesttracker.wikia.com/wiki/CustomConditionSnippets#on_Status_Change_from_.22new.22_to_.22open.22


??? Description: Asa - On Open change Correpond Status 
??? Condirion: On Create
??? Action: User Defined
??? Template: Global template: Blank
??? stage: TransactionCreate

??? Custom condition:

??? my $txn = $self->TransactionObj;
??? my $type = $txn->Type;
??? return 0 unless $type eq "Status"
??? ??? || ( $type eq 'Set' && $txn->Field eq 'Status');

??? return 0 unless $txn->OldValue eq "new";
??? return 0 unless $txn->NewValue eq "open";
??? return 1;


??? Custom action preparation code:
??? 
??? my ($success, $msg) = $self->TicketObj->AddCustomFieldValue(Field => 'Correspond Status', Value => 'Work in Progress');
??? if (!$success)
 {
??? $RT::Logger->error($msg);
??? return 0;
??? }
??? return 1;
??? 


Thanks and Best Regards



________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Friday, 14 September 2012, 12:50
Subject: capture status change to apply custom filed status
 

Hi, how can I capture the action of "opening" (not the open status) a new ticket to apply a custom filed value to "Work in progress"

Thanks and regards
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From asanka_gunasekera at yahoo.co.uk  Wed Nov 14 00:12:50 2012
From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera)
Date: Wed, 14 Nov 2012 05:12:50 +0000 (GMT)
Subject: [rt-users] relations between reminder and ticket
In-Reply-To: <1349716332.71709.YahooMailNeo@web133201.mail.ir2.yahoo.com>
References: <1348130690.87684.YahooMailNeo@web133205.mail.ir2.yahoo.com>
	<1348558574.14695.YahooMailNeo@web133205.mail.ir2.yahoo.com>
	<1349716332.71709.YahooMailNeo@web133201.mail.ir2.yahoo.com>
Message-ID: <1352869970.30723.YahooMailNeo@web133203.mail.ir2.yahoo.com>



Hi I am getting this messages "Couldn't find Ticket for reminder 2189. Please contact administrator." though I am running this cleanup scripts, can some one tell me what is going on

This is not for all the reminders that I see this message, once in a while this would appear and I need to clean them up from the backend

Thanks and regards


________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Monday, 8 October 2012, 22:42
Subject: Re: [rt-users] relations between reminder and ticket
 

any one have came across this :(






________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Tuesday, 25 September 2012, 13:06
Subject: Re: [rt-users] relations between reminder and ticket
 

Hi I am trying find why this is hapening "Couldn't find Ticket for reminder 2087. Please contact administrator." since I have put the cleanup scripts and they workes when I do testing. But once in a while I get this error on the dash board. What I do is log in to the DB and make it resolved

I have been going through the DB and unable to find the relation between the ticks and treminders

Thanks and Best Regards



________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Thursday, 20 September 2012, 14:14
Subject: [rt-users] relations between reminder and ticket
 

Hi anyone can tell me where RT keeps the relationship between a ticket and a reminder

Thanks and Regards


--------
Final RT training for 2012 in Atlanta, GA - October 23 & 24
? http://bestpractical.com/training

We're hiring! http://bestpractical.com/jobs
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From asanka_gunasekera at yahoo.co.uk  Wed Nov 14 00:13:49 2012
From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera)
Date: Wed, 14 Nov 2012 05:13:49 +0000 (GMT)
Subject: [rt-users] share dashboard with a group
In-Reply-To: <1349676663.12573.YahooMailNeo@web133202.mail.ir2.yahoo.com>
References: <1349173574.95061.YahooMailNeo@web133204.mail.ir2.yahoo.com>
	<C8B8517ADA90DB40A482797D59EB8389641BDE88@CED01MBXS08.replynet.prv>
	<1349287678.95970.YahooMailNeo@web133204.mail.ir2.yahoo.com>
	<506C8A5E.20802@efashionsolutions.com>
	<1349455488.83294.YahooMailNeo@web133202.mail.ir2.yahoo.com>
	<1349456959.50724.YahooMailNeo@web133201.mail.ir2.yahoo.com>
	<1349676663.12573.YahooMailNeo@web133202.mail.ir2.yahoo.com>
Message-ID: <1352870029.15860.YahooMailNeo@web133202.mail.ir2.yahoo.com>

Hi Can any one give me a bit of information in this pelase


Thanks and Regards



________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: Glenn E. Sieb <gsieb at efashionsolutions.com>; "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Monday, 8 October 2012, 11:41
Subject: Re: [rt-users] share dashboard with a group
 

Hi ran in to a bit of problem while shearing the dash in to a group below is the procedure as below

1. Gave my self to create, delete, view etc dashboards
2. And got my self assigned to the group the I am going to share
3. Created the new dash with the selection of the group to share the dash

As soon as I tell it to save the sash disappeared from my account, and unable to find this any ware in the system

Appreciate any help that you can give

Thanks and Best Regards




________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: Glenn E. Sieb <gsieb at efashionsolutions.com>; "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Friday, 5 October 2012, 22:39
Subject: Re: [rt-users] share dashboard with a group
 

hi Glenn, is seem when the person who trying to create the dash for the group needs to be in that group for it to appear under "Privacy"

Thanks and Best Regards




________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: Glenn E. Sieb <gsieb at efashionsolutions.com>; "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Friday, 5 October 2012, 22:14
Subject: Re: [rt-users] share dashboard with a group
 

Hi Glenn I am using RT 4 and I am trying to create group dash boards using root account and I am unable to see any option as you mentioned attached is an screen print


Thanks and Best
 Regards




________________________________
 From: Glenn E. Sieb <gsieb at efashionsolutions.com>
To: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Thursday, 4 October 2012, 0:26
Subject: Re: [rt-users] share dashboard with a group
 
On 10/03/2012 02:07 PM, Asanka Gunasekera wrote:
> Hi Albert, this document does not tell you how to create the shared dashboard :(
> 
Save it as a dashboard for that group.

When you click "Home/New Dashboard" see "Privacy"? That's the important bit. If you have rights to create dashboards for that group, you should see it in the dropdown list.

--Glenn

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

eFashionSolutions
80 Enterprise Avenue South
Secaucus, NJ 07094


--------
Final RT training for 2012 in Atlanta, GA - October 23 & 24
http://bestpractical.com/training

We're hiring! http://bestpractical.com/jobs
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From Chris.okelly at minecorp.com.au  Wed Nov 14 00:27:35 2012
From: Chris.okelly at minecorp.com.au (Chris O'Kelly)
Date: Wed, 14 Nov 2012 15:27:35 +1000
Subject: [rt-users] relations between reminder and ticket
In-Reply-To: <1352869970.30723.YahooMailNeo@web133203.mail.ir2.yahoo.com>
References: <1348130690.87684.YahooMailNeo@web133205.mail.ir2.yahoo.com>
	<1348558574.14695.YahooMailNeo@web133205.mail.ir2.yahoo.com>
	<1349716332.71709.YahooMailNeo@web133201.mail.ir2.yahoo.com>
	<1352869970.30723.YahooMailNeo@web133203.mail.ir2.yahoo.com>
Message-ID: <B89A54C7F08E894CBA881F53986A8AAE24CD4138E8@DCSERVER.minecorp.local>


Hi,

sounds like you deleted some rows directly in the database. You should use the Shredder to fully delete items in RT, rather than playing in the DB directly.

For now I would suggest you check out the docs for rt-validator, which may be able to help you find the orphaned rows.

Regards


Chris O'Kelly
Web Administrator

Minecorp Australia
37 Murdoch Circuit
Acacia Ridge QLD 4110
minecorp.com.au<http://www.minecorp.com.au>


P:   07 3723 1000
M:  0450 586 190
E:  Chris.okelly at minecorp.com.au<mailto:Chris.okelly at minecorp.com.au>
S:  chris.okelly.mvs<http://skype.com>


 [http://i.imgur.com/xYx0A.png]

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Asanka Gunasekera
Sent: Wednesday, 14 November 2012 3:13 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] relations between reminder and ticket


Hi I am getting this messages "Couldn't find Ticket for reminder 2189. Please contact administrator." though I am running this cleanup scripts, can some one tell me what is going on

This is not for all the reminders that I see this message, once in a while this would appear and I need to clean them up from the backend

Thanks and regards

________________________________
From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com>
Sent: Monday, 8 October 2012, 22:42
Subject: Re: [rt-users] relations between reminder and ticket

any one have came across this :(



________________________________
From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com>
Sent: Tuesday, 25 September 2012, 13:06
Subject: Re: [rt-users] relations between reminder and ticket

Hi I am trying find why this is hapening "Couldn't find Ticket for reminder 2087. Please contact administrator." since I have put the cleanup scripts and they workes when I do testing. But once in a while I get this error on the dash board. What I do is log in to the DB and make it resolved

I have been going through the DB and unable to find the relation between the ticks and treminders

Thanks and Best Regards

________________________________
From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com>
Sent: Thursday, 20 September 2012, 14:14
Subject: [rt-users] relations between reminder and ticket

Hi anyone can tell me where RT keeps the relationship between a ticket and a reminder

Thanks and Regards


--------
Final RT training for 2012 in Atlanta, GA - October 23 & 24
  http://bestpractical.com/training

We're hiring! http://bestpractical.com/jobs



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From dmsimard at iweb.com  Wed Nov 14 08:51:06 2012
From: dmsimard at iweb.com (David Moreau Simard)
Date: Wed, 14 Nov 2012 08:51:06 -0500
Subject: [rt-users] RT Bug?
In-Reply-To: <CAMOxC8uKPrjYhvYRWzJTtaDh142SnhaJVd5GPCtWCfGhHD-_1Q@mail.gmail.com>
References: <25c4a7100c088946b88c5a55ecf54ce3@cse-cyrus.unl.edu>
	<CAMOxC8uKPrjYhvYRWzJTtaDh142SnhaJVd5GPCtWCfGhHD-_1Q@mail.gmail.com>
Message-ID: <50A3A1CA.2020804@iweb.com>

Hi there,

Chiming in to say that we're also having this issue on RT version 3.8.15.
This other thread also references the issue: 
http://www.gossamer-threads.com/lists/rt/users/108219

Should we expect a fix on the 3.8.x branch as well ? It's a rather 
inconvenient bug considering it wasn't present before our upgrade from 
3.8.8.

Thanks,

*David Moreau Simard*/
    IT Specialist/

On 12-11-12 11:20 AM, Ruslan Zakirov wrote:
> Hi,
>
> We have a branch that improves sitatuation with unknow encodings. It
> will be part of future 4.0.x releases.
>
> On Mon, Nov 12, 2012 at 8:16 PM, sac <sac at cse.unl.edu> wrote:
>> We recently had a request submitted to our RT system (version 4.0.4 on a
>> Linux Mint 13 box) that caused a crash.  I have narrowed this down to the
>> fact the e-mail had a header that read "Content-Type: TEXT/PLAIN;
>> charset=X-UNKNOWN; format=flowed" and this caused RT to crash:
>>
>> cse-rt ~ # cat emailmessage | /usr/bin/rt-mailgate --debug --queue general
>> --action correspond --url https://cse-rt.unl.edu/
>> /usr/bin/rt-mailgate: temp file is '/tmp/E0FHMLj0Le/l_8jE5Tohr'
>> /usr/bin/rt-mailgate: connecting to
>> https://cse-rt.unl.edu//REST/1.0/NoAuth/mail-gateway
>> Unknown encoding 'x-unknown' at /usr/share/request-tracker4/lib/RT/I18N.pm
>> line 540
>>
>> Stack:
>>    [/usr/share/perl/5.14/Carp.pm:79]
>>    [/usr/lib/perl/5.14/Encode.pm:187]
>>    [/usr/share/request-tracker4/lib/RT/I18N.pm:540]
>>    [/usr/share/request-tracker4/lib/RT/I18N.pm:214]
>>    [/usr/share/request-tracker4/lib/RT/I18N.pm:210]
>>    [/usr/share/request-tracker4/lib/RT/EmailParser.pm:282]
>>    [/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1405]
>>    [/usr/share/request-tracker4/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:
>>
>> Unknown encoding 'x-unknown' at /usr/share/request-tracker4/lib/RT/I18N.pm
>> line 540
>>
>> Stack:
>>    [/usr/share/perl/5.14/Carp.pm:79]
>>    [/usr/lib/perl/5.14/Encode.pm:187]
>>    [/usr/share/request-tracker4/lib/RT/I18N.pm:540]
>>    [/usr/share/request-tracker4/lib/RT/I18N.pm:214]
>>    [/usr/share/request-tracker4/lib/RT/I18N.pm:210]
>>    [/usr/share/request-tracker4/lib/RT/EmailParser.pm:282]
>>    [/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1405]
>>    [/usr/share/request-tracker4/html/REST/1.0/NoAuth/mail-gateway:61]
>>
>>
>> As far as I've been able to determine, any message with the header in
>> question causes a crash. I have not been able to determine how the
>> "X-UNKNOWN" header was added, but the original mail client was a recent
>> version of Alpine.
>>
>>
>> --------
>> We're hiring! http://bestpractical.com/jobs
>
>



From kemcho12345 at yahoo.com  Wed Nov 14 09:12:59 2012
From: kemcho12345 at yahoo.com (kem cho)
Date: Wed, 14 Nov 2012 06:12:59 -0800 (PST)
Subject: [rt-users] RT Migration to new HW and version
In-Reply-To: <1352869711.54525.YahooMailNeo@web133206.mail.ir2.yahoo.com>
References: <1352869711.54525.YahooMailNeo@web133206.mail.ir2.yahoo.com>
Message-ID: <1352902379.43335.YahooMailNeo@web122101.mail.ne1.yahoo.com>

Those?are the exact steps we took when we migrated to new HW and upgraded to latest; except, we are using mysql instead of Oracle. We migrated from 3.8 to 4.0.8
Note: for step 4, I ran "make upgrade-database". It mentions this in README
?
Good luck!
?
?
 

________________________________
 From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: RT User List <rt-users at lists.bestpractical.com> 
Sent: Tuesday, November 13, 2012 11:08 PM
Subject: [rt-users] RT Migration to new HW and version
  

Hi, I am running RT 4.0.1rc1 and I want to upgrade this to
the latest in the same time I need to do an upgrade on our HW too and Oracle
10g2. The process that I?m thinking of following would be 
1.?????? Install and configure new RT instant and
Database 
2.?????? Replicate configuration (SLA, LDAP, and any
other that I have done so far) 
3.?????? Backup and Restore the database on this new
environment 
4.?????? Run upgrad scripts (if there is any) for the
database 
Will this work, if not how would I go about achieving this
kind of migration 

Thanks and Best Regards 
--------
We're hiring! http://bestpractical.com/jobs
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From falcone at bestpractical.com  Wed Nov 14 09:49:29 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 14 Nov 2012 09:49:29 -0500
Subject: [rt-users] RT Bug?
In-Reply-To: <50A3A1CA.2020804@iweb.com>
References: <25c4a7100c088946b88c5a55ecf54ce3@cse-cyrus.unl.edu>
	<CAMOxC8uKPrjYhvYRWzJTtaDh142SnhaJVd5GPCtWCfGhHD-_1Q@mail.gmail.com>
	<50A3A1CA.2020804@iweb.com>
Message-ID: <20121114144929.GE1537@jibsheet.com>

On Wed, Nov 14, 2012 at 08:51:06AM -0500, David Moreau Simard wrote:
> Chiming in to say that we're also having this issue on RT version 3.8.15.
> This other thread also references the issue:
> http://www.gossamer-threads.com/lists/rt/users/108219
> 
> Should we expect a fix on the 3.8.x branch as well ? It's a rather
> inconvenient bug considering it wasn't present before our upgrade
> from 3.8.8.

RT 3.8 is only getting critical and security fixes (see paragraph 3 of
this)

http://blog.bestpractical.com/2012/08/release-scheduling.html

If this is really a regression from 3.8.8 then it's possible we'll
make a 3.8.16 release, but you're the first person to claim a
regression.

-kevin
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From falcone at bestpractical.com  Wed Nov 14 09:54:07 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 14 Nov 2012 09:54:07 -0500
Subject: [rt-users] adding new system RT System's saved searches
In-Reply-To: <201211121114.25138.arekm@maven.pl>
References: <201211121114.25138.arekm@maven.pl>
Message-ID: <20121114145407.GF1537@jibsheet.com>

On Mon, Nov 12, 2012 at 11:14:25AM +0100, Arkadiusz Mi?kiewicz wrote:
> 
> I can edit system searches by settings->saved searches->"unowned tickets" (for 
> example) -> "You can also edit the predefined search itself: Search - Unowned 
> Tickets"
> 
> Now I want add new system search like "owned tickets" for example. 

Unfortunately, you can't do this from the UI.
You can only do it with an initialdata file (see the etc/initialdata
file we ship with RT and the docs/initialdata.pod available in git.

The best you can do from the UI is to make a group saved search for a
group everyone is in.  This is a limitation we hope to remove in a
future major release of RT.

> When editing existing system unowned ticket search the description for it is 
> "[_1] newest unowned tickets".
> 
> What is "[_1]" meaning and what to use as description there if I want new 
> _system_ search?

Just copy the [_1], it's a placeholder for RT to pass in the number of
rows being passed to the results (it's used elsewhere through RT's
localization code to pass 'constant' strings).

-kevin
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From testwreq at gmail.com  Wed Nov 14 11:09:16 2012
From: testwreq at gmail.com (testwreq wreq)
Date: Wed, 14 Nov 2012 11:09:16 -0500
Subject: [rt-users] RES: Exchange & rt
In-Reply-To: <20121110014805.GD1537@jibsheet.com>
References: <3E4665E4-289C-4285-B314-6A7B83F2E65C@gmail.com>
	<3B9178D874F56F47B616AB50C01F7B7740587B04@GRUPRD8002MB111.lamprd80.prod.outlook.com>
	<20121110014805.GD1537@jibsheet.com>
Message-ID: <CAE9VTQ+22TyKAHPaO1JwSjCaS-=XkQeNCtB1wSCW1SNw7q3t1A@mail.gmail.com>

According to the README file ->"Set up users, groups, queues, scrips and
access control before confifuring mail."

What basic users, groups, queues, scrips and access control should be
configured? Is this documented any where?

Thanks.


On Fri, Nov 9, 2012 at 8:48 PM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Fri, Nov 09, 2012 at 09:46:50PM +0000, Diaulas Castro wrote:
> > If you use Debian/Ubuntu just install ssmtp and put your
> authentication/relay configuration on /etc/ssmtp
>
> A note about ssmtp or programs like it.
> If it doesn't manage a queue of failed email, then if your exchange
> server is ever down and RT tries to send mail, that mail will be lost.
>
> This is why I always use a real MTA in relay mode since it has robust
> queue/retry code.
>
> -kevin
>
> --------
> We're hiring! http://bestpractical.com/jobs
>
>
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From arekm at maven.pl  Wed Nov 14 11:42:50 2012
From: arekm at maven.pl (Arkadiusz =?utf-8?q?Mi=C5=9Bkiewicz?=)
Date: Wed, 14 Nov 2012 17:42:50 +0100
Subject: [rt-users] adding new system RT System's saved searches
In-Reply-To: <20121114145407.GF1537@jibsheet.com>
References: <201211121114.25138.arekm@maven.pl>
	<20121114145407.GF1537@jibsheet.com>
Message-ID: <201211141742.50559.arekm@maven.pl>

On Wednesday 14 of November 2012, Kevin Falcone wrote:
> On Mon, Nov 12, 2012 at 11:14:25AM +0100, Arkadiusz Mi?kiewicz wrote:
> > I can edit system searches by settings->saved searches->"unowned tickets"
> > (for example) -> "You can also edit the predefined search itself: Search
> > - Unowned Tickets"
> > 
> > Now I want add new system search like "owned tickets" for example.
> 
> Unfortunately, you can't do this from the UI.
> You can only do it with an initialdata file (see the etc/initialdata
> file we ship with RT and the docs/initialdata.pod available in git.
> 
> The best you can do from the UI is to make a group saved search for a
> group everyone is in.  This is a limitation we hope to remove in a
> future major release of RT.

Hm, I did what I described earlier (editing "You can also edit the predefined 
search itself: Search - Unowned Tickets"), modified search rules to match my 
needs and then saved using "Save as New".

It got saved in "RT System's saved searches", so looks like adding new system 
search is possible from UI right now.

Thanks,
-- 
Arkadiusz Mi?kiewicz, arekm / maven.pl


From gorauskas at gmail.com  Wed Nov 14 13:44:28 2012
From: gorauskas at gmail.com (Leo Gorauskas)
Date: Wed, 14 Nov 2012 10:44:28 -0800
Subject: [rt-users] Search format changed after upgrade
In-Reply-To: <50A28CFA.8090709@bestpractical.com>
References: <CAMCr9BcS5hO7gZ6fpAGYQxz8ziSNQpgH-aTNHzcdaCtoN+9RTA@mail.gmail.com>
	<50A28CFA.8090709@bestpractical.com>
Message-ID: <CAMCr9BdQ4_-2FrZXohint7JoFDBWbEKpZr816HkuiFnEJAdgPQ@mail.gmail.com>

Thomas, that worked. Thanks.


On Tue, Nov 13, 2012 at 10:10 AM, Thomas Sibley <trs at bestpractical.com>wrote:

> On 11/12/2012 03:26 PM, Leo Gorauskas wrote:
> > How can I add a class or ID to an element within a search format?
>
> You'll need to adjust the allowed HTML attributes, but be aware of the
> potential security concerns (faking up transactions and other parts of
> the UI in arbitrary messages).  Put the following in
> local/lib/RT/Interface/Web_Local.pm:
>
>     package HTML::Mason::Commands;
>     our %SCRUBBER_ALLOWED_ATTRIBUTES;
>     $SCRUBBER_ALLOWED_ATTRIBUTES{'id'}    = 1;
>     $SCRUBBER_ALLOWED_ATTRIBUTES{'class'} = 1;
>     1;
>
> Then clear the mason cache and restart RT.
> --------
> We're hiring! http://bestpractical.com/jobs
>
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From trs at bestpractical.com  Wed Nov 14 13:55:39 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 14 Nov 2012 10:55:39 -0800
Subject: [rt-users] adding new system RT System's saved searches
In-Reply-To: <201211141742.50559.arekm@maven.pl>
References: <201211121114.25138.arekm@maven.pl>
	<20121114145407.GF1537@jibsheet.com>
	<201211141742.50559.arekm@maven.pl>
Message-ID: <50A3E92B.9020508@bestpractical.com>

On 11/14/2012 08:42 AM, Arkadiusz Mi?kiewicz wrote:
> It got saved in "RT System's saved searches", so looks like adding new system 
> search is possible from UI right now.

Yes, but it's unfortunately subtly different than the stock searches,
and it won't be visible to all users (just superusers).



From arekm at maven.pl  Wed Nov 14 14:03:42 2012
From: arekm at maven.pl (Arkadiusz =?utf-8?q?Mi=C5=9Bkiewicz?=)
Date: Wed, 14 Nov 2012 20:03:42 +0100
Subject: [rt-users] adding new system RT System's saved searches
In-Reply-To: <50A3E92B.9020508@bestpractical.com>
References: <201211121114.25138.arekm@maven.pl>
	<201211141742.50559.arekm@maven.pl>
	<50A3E92B.9020508@bestpractical.com>
Message-ID: <201211142003.42217.arekm@maven.pl>

On Wednesday 14 of November 2012, Thomas Sibley wrote:
> On 11/14/2012 08:42 AM, Arkadiusz Mi?kiewicz wrote:
> > It got saved in "RT System's saved searches", so looks like adding new
> > system search is possible from UI right now.
> 
> Yes, but it's unfortunately subtly different than the stock searches,
> and it won't be visible to all users (just superusers).

Such search added to default "rt at glance" works also for regular users and 
that was my goal.

Thanks,
-- 
Arkadiusz Mi?kiewicz, arekm / maven.pl


From hescobar at afslc.com  Wed Nov 14 15:43:04 2012
From: hescobar at afslc.com (Hugo Escobar)
Date: Wed, 14 Nov 2012 15:43:04 -0500
Subject: [rt-users] selenium webdriver tests
In-Reply-To: <CAA5FCo1yQ2Ts3kjFfUuK+rj1JKXJ109SuSf58bC53aX2EnHY3g@mail.gmail.com>
References: <CAA5FCo1yQ2Ts3kjFfUuK+rj1JKXJ109SuSf58bC53aX2EnHY3g@mail.gmail.com>
Message-ID: <CAA5FCo2F3i3j81EF+u7yyropj+Pwp8jBVgeSSQm-G7SJGkgK0Q@mail.gmail.com>

Update: solved!

This certainly this was more a ckeditor question, but anyway,
just in case someone had a similar problem:

the right way to update the textarea using javascript is

*CKEDITOR.instances.UpdateContent.insertText('newer content')*


On Mon, Nov 12, 2012 at 4:49 PM, Hugo Escobar <hescobar at afslc.com> wrote:

> Hi there:
>
> I been implementing a testing environment for custom code based on
> selenium webdriver.
>
> Testing environment: CentOS 6.3, Apache, MySQL, Firefox.
>
> So far, I've been successful in running a set of test cases, the only
> problem I have is when I try to update the textarea (create, or reply
> ticket). The js script executes showing no errors, etc but the content
> never changes. My assumption is that the ckeditor is not updating
> its content when a value has been assigned to the textarea element.
>
> I show below a couple of the js snippets of my unsuccessful attempts:
>
> =-=-=-
> document.getElementsByName('UpdateContent')[0].value='Testing ticket
> reply.'
>
> =-=-=-=
>
> function UpdateFields() {
>
>
>
>     for (instance in CKEDITOR.instances) {
>         CKEDITOR.instance.setData('asdfasdfasdf');
>        // CKEDITOR.instances[instance].setData('asdfasdf');
>     }
> }
>
>
> Any help will highly appreciated!
>
> --
> Hugo Escobar
>
>
> [image: AFS_logo.png]
>
> Follow us on Facebook and Linked-In
>
> [image: facebook-24x24.png]<http://www.facebook.com/pages/Miami-FL/ASSOCIATION-FINANCIAL/64952991864>
>  [image: linkedin-24x24.png] <http://www.linkedin.com/companies/1006276>
>
>


-- 
Hugo Escobar


[image: AFS_logo.png]

Follow us on Facebook and Linked-In

[image: facebook-24x24.png]<http://www.facebook.com/pages/Miami-FL/ASSOCIATION-FINANCIAL/64952991864>
 [image: linkedin-24x24.png] <http://www.linkedin.com/companies/1006276>
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From mmcgrath at carthage.edu  Wed Nov 14 21:15:19 2012
From: mmcgrath at carthage.edu (Max McGrath)
Date: Wed, 14 Nov 2012 20:15:19 -0600
Subject: [rt-users] Forward tickets with comments
Message-ID: <CAH7EN_o5tz3hp7j1iyVVC1mdUq+cOYs-UecDE_VFUQN01dXM=A@mail.gmail.com>

Hi all -

Running RT 4.0.6 on Ubuntu 12.04.

Curious if there is a way to forward a ticket while adding a comment to
it.  Currently, all I can do is choose To:, CC:, or Bcc:.

Thanks!

Max
--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From asanka_gunasekera at yahoo.co.uk  Wed Nov 14 23:54:53 2012
From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera)
Date: Thu, 15 Nov 2012 04:54:53 +0000 (GMT)
Subject: [rt-users] RT Migration to new HW and version
In-Reply-To: <1352902379.43335.YahooMailNeo@web122101.mail.ne1.yahoo.com>
References: <1352869711.54525.YahooMailNeo@web133206.mail.ir2.yahoo.com>
	<1352902379.43335.YahooMailNeo@web122101.mail.ne1.yahoo.com>
Message-ID: <1352955293.14071.YahooMailNeo@web133202.mail.ir2.yahoo.com>

Hi Kem, thank you for the reply

Best Regards




________________________________
 From: kem cho <kemcho12345 at yahoo.com>
To: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk> 
Cc: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com> 
Sent: Wednesday, 14 November 2012, 19:42
Subject: Re: [rt-users] RT Migration to new HW and version
 

Those?are the exact steps we took when we migrated to new HW and upgraded to latest; except, we are using mysql instead of Oracle. We migrated from 3.8 to 4.0.8
Note: for step 4, I ran "make upgrade-database". It mentions this in README
?
Good luck!
?
?

From: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk>
To: RT User List <rt-users at lists.bestpractical.com> 
Sent: Tuesday, November 13, 2012 11:08 PM
Subject: [rt-users] RT Migration to new HW and version
 

Hi, I am running RT 4.0.1rc1 and I want to upgrade this to
the latest in the same time I need to do an upgrade on our HW too and Oracle
10g2. The process that I?m thinking of following would be
1.?????? Install and configure new RT instant and
Database
2.?????? Replicate configuration (SLA, LDAP, and any
other that I have done so far)
3.?????? Backup and Restore the database on this new
environment
4.?????? Run upgrad scripts (if there is any) for the
database
Will this work, if not how would I go about achieving this
kind of migration
?
Thanks and Best Regards
--------
We're hiring! http://bestpractical.com/jobs
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From falcone at bestpractical.com  Thu Nov 15 10:43:29 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 15 Nov 2012 10:43:29 -0500
Subject: [rt-users] Forward tickets with comments
In-Reply-To: <CAH7EN_o5tz3hp7j1iyVVC1mdUq+cOYs-UecDE_VFUQN01dXM=A@mail.gmail.com>
References: <CAH7EN_o5tz3hp7j1iyVVC1mdUq+cOYs-UecDE_VFUQN01dXM=A@mail.gmail.com>
Message-ID: <20121115154329.GG1537@jibsheet.com>

On Wed, Nov 14, 2012 at 08:15:19PM -0600, Max McGrath wrote:
>    Running RT 4.0.6 on Ubuntu 12.04.
> 
>    Curious if there is a way to forward a ticket while adding a comment to it. Currently, all I
>    can do is choose To:, CC:, or Bcc:.

There isn't currently a solution for this.

We've been working on something internally, but I'm not sure if it'll
end up released as a 4.0 extension or be rolled into core for 4.2
instead.

-kevin
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From mmcgrath at carthage.edu  Thu Nov 15 10:46:17 2012
From: mmcgrath at carthage.edu (Max McGrath)
Date: Thu, 15 Nov 2012 09:46:17 -0600
Subject: [rt-users] Forward tickets with comments
In-Reply-To: <20121115154329.GG1537@jibsheet.com>
References: <CAH7EN_o5tz3hp7j1iyVVC1mdUq+cOYs-UecDE_VFUQN01dXM=A@mail.gmail.com>
	<20121115154329.GG1537@jibsheet.com>
Message-ID: <CAH7EN_qJA4bLksj5CejpcEHjwZX=Lo04f3ko9-hCGT8grWZmcQ@mail.gmail.com>

Thanks Kevin!

That's what I was hoping to hear!

Max
--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu


On Thu, Nov 15, 2012 at 9:43 AM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Wed, Nov 14, 2012 at 08:15:19PM -0600, Max McGrath wrote:
> >    Running RT 4.0.6 on Ubuntu 12.04.
> >
> >    Curious if there is a way to forward a ticket while adding a comment
> to it. Currently, all I
> >    can do is choose To:, CC:, or Bcc:.
>
> There isn't currently a solution for this.
>
> We've been working on something internally, but I'm not sure if it'll
> end up released as a 4.0 extension or be rolled into core for 4.2
> instead.
>
> -kevin
>
> --------
> We're hiring! http://bestpractical.com/jobs
>
>
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From omaiszd at e-bone.hu  Thu Nov 15 10:56:13 2012
From: omaiszd at e-bone.hu (=?iso-8859-2?Q?omaisz-tak=E1cs_d=E1niel?=)
Date: Thu, 15 Nov 2012 16:56:13 +0100
Subject: [rt-users] Adding quicksearch widget to SelfService view
Message-ID: <001b01cdc349$bd5b0420$38110c60$@e-bone.hu>

Hi all, i'm trying to add the quicksearch widget to the selfservice.

Please offer some guidance.

What i'm trying to do is:

I had modified MyRequest in the Selfservice/Elements in my local:

 

System error


error: 

could not find component for path '/Elements/QuickSearch'


context: 


... 

	

46: 

%#


47: 

%# END BPS TAGGED BLOCK }}}


48: 

	

49: 

<&| /Widgets/TitleBox, title => $title &>


50: 

<& /Elements/QuickSearch, SplitByLifecycle => "1" &>


51: 

</&>


52: 

<&| /Widgets/TitleBox, title => $title &>


53: 

	

54: 

<& /Elements/CollectionList, Title => $title,


... 

	

code stack: 

/opt/rt4/share/html/SelfService/Elements/MyRequests:50
/opt/rt4/share/html/Widgets/TitleBox:56
/opt/rt4/share/html/SelfService/Elements/MyRequests:51
/opt/rt4/share/html/SelfService/index.html:49
/opt/rt4/sbin/../lib/RT/Interface/Web.pm:618
/opt/rt4/sbin/../lib/RT/Interface/Web.pm:326
/opt/rt4/share/html/autohandler:53

 <http://10.92.10.99/SelfService/#raw> raw error





could not find component for path '/Elements/QuickSearch'
 
 
Trace begun at /usr/local/lib/perl/5.14.2/HTML/Mason/Request.pm line 1239
HTML::Mason::Request::comp('RT::Interface::Web::Request=HASH(0x7f138e172170)
', '/Elements/QuickSearch', 'SplitByLifecycle', 1) called at
/opt/rt4/share/html/SelfService/Elements/MyRequests line 50
HTML::Mason::Commands::__ANON__ at
/usr/local/lib/perl/5.14.2/HTML/Mason/Request.pm line 1380
eval {...} at /usr/local/lib/perl/5.14.2/HTML/Mason/Request.pm line 1380
HTML::Mason::Request::content('RT::Interface::Web::Request=HASH(0x7f138e1721
70)') called at /opt/rt4/share/html/Widgets/TitleBox line 56
HTML::Mason::Commands::__ANON__('title', 'Nyitott problM-imM-aim') called at
/usr/local/lib/perl/5.14.2/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7f138e
2d49b0)', 'title', 'Nyitott problM-imM-aim') called at
/usr/local/lib/perl/5.14.2/HTML/Mason/Request.pm line 1302
eval {...} at /usr/local/lib/perl/5.14.2/HTML/Mason/Request.pm line 1292
HTML::Mason::Request::comp(undef, undef, undef, 'title', 'Nyitott
problM-imM-aim') called at
/opt/rt4/share/html/SelfService/Elements/MyRequests line 51
HTML::Mason::Commands::__ANON__('status', 'ARRAY(0x7f138e17ac60)',
'friendly_status', 'Nyitott', 'BaseURL', '/SelfService/?', 'Page', 1) called
at /usr/local/lib/perl/5.14.2/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7f138e
2d58d8)', 'status', 'ARRAY(0x7f138e17ac60)', 'friendly_status', 'Nyitott',
'BaseURL', '/SelfService/?', 'Page', 1) called at
/usr/local/lib/perl/5.14.2/HTML/Mason/Request.pm line 1302
eval {...} at /usr/local/lib/perl/5.14.2/HTML/Mason/Request.pm line 1292
HTML::Mason::Request::comp(undef, undef, 'status', 'ARRAY(0x7f138e17ac60)',
'friendly_status', 'Nyitott', 'BaseURL', '/SelfService/?', 'Page', 1) called
at /opt/rt4/share/html/SelfService/index.html line 49
HTML::Mason::Commands::__ANON__ at
/usr/local/lib/perl/5.14.2/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7f138e
173228)') called at /usr/local/lib/perl/5.14.2/HTML/Mason/Request.pm line
1302
eval {...} at /usr/local/lib/perl/5.14.2/HTML/Mason/Request.pm line 1292
HTML::Mason::Request::comp(undef, undef, undef) called at
/opt/rt4/sbin/../lib/RT/Interface/Web.pm line 618
RT::Interface::Web::ShowRequestedPage('HASH(0x7f138e179a68)') called at
/opt/rt4/sbin/../lib/RT/Interface/Web.pm line 326
RT::Interface::Web::HandleRequest('HASH(0x7f138e179a68)') called at
/opt/rt4/share/html/autohandler line 53
HTML::Mason::Commands::__ANON__ at
/usr/local/lib/perl/5.14.2/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7f138d
ff54e0)') called at /usr/local/lib/perl/5.14.2/HTML/Mason/Request.pm line
1297
eval {...} at /usr/local/lib/perl/5.14.2/HTML/Mason/Request.pm line 1292
HTML::Mason::Request::comp(undef, undef, undef) called at
/usr/local/lib/perl/5.14.2/HTML/Mason/Request.pm line 481
eval {...} at /usr/local/lib/perl/5.14.2/HTML/Mason/Request.pm line 481
eval {...} at /usr/local/lib/perl/5.14.2/HTML/Mason/Request.pm line 433
HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x7f138e172170)
') called at /usr/local/share/perl/5.14.2/HTML/Mason/PSGIHandler.pm line 85
eval {...} at /usr/local/share/perl/5.14.2/HTML/Mason/PSGIHandler.pm line 85
HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x7f138e1
72170)') called at /usr/local/lib/perl/5.14.2/HTML/Mason/Interp.pm line 342
HTML::Mason::Interp::exec(undef, undef) called at
/usr/local/share/perl/5.14.2/HTML/Mason/PSGIHandler.pm line 48
eval {...} at /usr/local/share/perl/5.14.2/HTML/Mason/PSGIHandler.pm line 48
HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HA
SH(0x7f138dce7128)', 'HTML::Mason::FakeApache=HASH(0x7f138e16a618)',
'HASH(0x7f138e165310)') called at
/usr/local/share/perl/5.14.2/HTML/Mason/PSGIHandler/Streamy.pm line 52
HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x7f138e172e60)') called
at /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 263
RT::Interface::Web::Handler::__ANON__('CODE(0x7f138e172e60)') called at
/usr/local/lib/perl/5.14.2/Plack/Util.pm line 324
Plack::Util::__ANON__('CODE(0x7f138e206468)') called at
/usr/local/lib/perl/5.14.2/Plack/Handler/Apache2.pm line 68
Plack::Handler::Apache2::call_app('Plack::Handler::Apache2',
'Apache2::RequestRec=SCALAR(0x7f138e22bed0)', 'CODE(0x7f138daa8ca8)') called
at /usr/local/lib/perl/5.14.2/Plack/Handler/Apache2.pm line 91
Plack::Handler::Apache2::handler('Apache2::RequestRec=SCALAR(0x7f138e22bed0)
') called at -e line 0
eval {...} at -e line 0

 

 

 

Thank you&regards:



 

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From gsollazz at sgul.ac.uk  Thu Nov 15 10:53:12 2012
From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo)
Date: Thu, 15 Nov 2012 15:53:12 +0000
Subject: [rt-users] Can't update owner in Jumbo tab
Message-ID: <50A50FE8.9080305@sgul.ac.uk>


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

Hi there,
whenever I try updating the owner on the Jumbo tab, it doesn't work.

I see the user autocompletion working, but when I click it and click on
Save the page simply reloads without doing anything. Nothing in the logs.

I know there was a similar problem in 3.5 but we're running 4.0.0.

Any idea?

Thanks,

- -- 
____________________________________

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

Email: gsollazz at sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583
Twitter: http://twitter.com/sgulit
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From falcone at bestpractical.com  Thu Nov 15 11:12:19 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 15 Nov 2012 11:12:19 -0500
Subject: [rt-users] Adding quicksearch widget to SelfService view
In-Reply-To: <001b01cdc349$bd5b0420$38110c60$@e-bone.hu>
References: <001b01cdc349$bd5b0420$38110c60$@e-bone.hu>
Message-ID: <20121115161219.GH1537@jibsheet.com>

On Thu, Nov 15, 2012 at 04:56:13PM +0100, omaisz-tak?cs d?niel wrote:
>    Hi all, i'm trying to add the quicksearch widget to the selfservice.
>    Please offer some guidance.
>    What i'm trying to do is:
>    I had modified MyRequest in the Selfservice/Elements in my local:
>    error:       could not find component for path '/Elements/QuickSearch'

The component is Quicksearch not QuickSearch

-kevin
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From falcone at bestpractical.com  Thu Nov 15 11:15:15 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 15 Nov 2012 11:15:15 -0500
Subject: [rt-users] Can't update owner in Jumbo tab
In-Reply-To: <50A50FE8.9080305@sgul.ac.uk>
References: <50A50FE8.9080305@sgul.ac.uk>
Message-ID: <20121115161515.GI1537@jibsheet.com>

On Thu, Nov 15, 2012 at 03:53:12PM +0000, Giuseppe Sollazzo wrote:
> whenever I try updating the owner on the Jumbo tab, it doesn't work.
> 
> I see the user autocompletion working, but when I click it and click on
> Save the page simply reloads without doing anything. Nothing in the logs.
> 
> I know there was a similar problem in 3.5 but we're running 4.0.0.

There were bugs with the owner autocomplete in 4.0.0 on Jumbo.
You should upgrade to 4.0.8 and get the security fixes as well as a
ton of bugfixes.

http://bestpractical.com/rt/release-notes/

-kevin
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From testwreq at gmail.com  Thu Nov 15 12:55:40 2012
From: testwreq at gmail.com (testwreq wreq)
Date: Thu, 15 Nov 2012 12:55:40 -0500
Subject: [rt-users] sendmail on ubuntu 12.0.4 inbound and outbound mail
Message-ID: <CAE9VTQ+08c6rjncEPcvMHg4AKF5YS7gQmALQDvO-NZNkaOyEkA@mail.gmail.com>

We have sendmail on ubuntu for a new install of RT 4.0.8

I have added the following 2 lines in RT_SiteConfig.pm file
Set($SendmailPath, "/usr/sbin/sendmail");
Set($SendmailArguments, "-oi -t");

I will appreciate if someone can point us to complete configuration steps.
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From Jonah.Hirsch at nau.edu  Thu Nov 15 13:20:38 2012
From: Jonah.Hirsch at nau.edu (Jonah Hirsch)
Date: Thu, 15 Nov 2012 18:20:38 +0000
Subject: [rt-users] Strange URL behavior - forward slash after .html
Message-ID: <563057883B14F74A83CA92FDE413848A2EE5174E@yew.nau.froot.nau.edu>

I'm running RT 4.0.8 and am running into a strange issue:

Pages that end in .html (such as Build.html for searches) format themselves as follows:
/rt/Search/Build.html/?NewQuery=1

That forward slash after Build.html causes problems, as if I click "Add these terms and search", it tries to navigate to:
/rt/Search/Build.html/Build.html

Which obviously doesn't exist.

I can't figure out if this is an Apache or RT misconfiguration...any thoughts?

Jonah Hirsch
Application Systems Analyst
Campus Services and Activities - IT Support
(928) 523-6579
jonah.hirsch at nau.edu<mailto:jonah.hirsch at nau.edu>
[Description: Description: NAU_PrimH_web[1]]

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From dmsimard at iweb.com  Thu Nov 15 15:50:03 2012
From: dmsimard at iweb.com (David Moreau Simard)
Date: Thu, 15 Nov 2012 15:50:03 -0500
Subject: [rt-users] RT Bug?
In-Reply-To: <20121114144929.GE1537@jibsheet.com>
References: <25c4a7100c088946b88c5a55ecf54ce3@cse-cyrus.unl.edu>
	<CAMOxC8uKPrjYhvYRWzJTtaDh142SnhaJVd5GPCtWCfGhHD-_1Q@mail.gmail.com>
	<50A3A1CA.2020804@iweb.com> <20121114144929.GE1537@jibsheet.com>
Message-ID: <50A5557B.3040608@iweb.com>

What kind of information would you need to further confirm the issue on 
the 3.8.x branch ?

I'd gladly pass along the information.

Thanks !

*David Moreau Simard*/
    IT Specialist/

On 12-11-14 9:49 AM, Kevin Falcone wrote:
> On Wed, Nov 14, 2012 at 08:51:06AM -0500, David Moreau Simard wrote:
>> Chiming in to say that we're also having this issue on RT version 3.8.15.
>> This other thread also references the issue:
>> http://www.gossamer-threads.com/lists/rt/users/108219
>>
>> Should we expect a fix on the 3.8.x branch as well ? It's a rather
>> inconvenient bug considering it wasn't present before our upgrade
>> from 3.8.8.
> RT 3.8 is only getting critical and security fixes (see paragraph 3 of
> this)
>
> http://blog.bestpractical.com/2012/08/release-scheduling.html
>
> If this is really a regression from 3.8.8 then it's possible we'll
> make a 3.8.16 release, but you're the first person to claim a
> regression.
>
> -kevin
>
>
> --------
> We're hiring! http://bestpractical.com/jobs



From omaiszd at e-bone.hu  Fri Nov 16 03:24:04 2012
From: omaiszd at e-bone.hu (=?iso-8859-2?Q?omaisz-tak=E1cs_d=E1niel?=)
Date: Fri, 16 Nov 2012 09:24:04 +0100
Subject: [rt-users] Adding quicksearch widget to SelfService view
In-Reply-To: <20121115161219.GH1537@jibsheet.com>
References: <001b01cdc349$bd5b0420$38110c60$@e-bone.hu>
	<20121115161219.GH1537@jibsheet.com>
Message-ID: <005701cdc3d3$bd5b85a0$381290e0$@e-bone.hu>

Hi Kevin, thank you, Works like a charm.
Is there any way to limit this in Selfservice to queues available to the
user as in the normal view? As right now i can see all queues altho the user
has rights for only one.
If i give privilages to this user on the normal site i can only see that one
queue in the quicksearch.

Best regards:
Daniel O.T


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Thursday, November 15, 2012 5:12 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Adding quicksearch widget to SelfService view
[faked-from][auto-ip]

On Thu, Nov 15, 2012 at 04:56:13PM +0100, omaisz-tak?cs d?niel wrote:
>    Hi all, i'm trying to add the quicksearch widget to the selfservice.
>    Please offer some guidance.
>    What i'm trying to do is:
>    I had modified MyRequest in the Selfservice/Elements in my local:
>    error:       could not find component for path '/Elements/QuickSearch'

The component is Quicksearch not QuickSearch

-kevin



From stucki-rt-users at mi.fu-berlin.de  Fri Nov 16 08:04:11 2012
From: stucki-rt-users at mi.fu-berlin.de (Christoph (Stucki) von Stuckrad)
Date: Fri, 16 Nov 2012 14:04:11 +0100
Subject: [rt-users] Creating Tickets from forwarded emails?
In-Reply-To: <383E5F43-A518-46BC-BC7A-06303932807C@renci.org>
References: <1B9748E3-F4E9-4B2A-9E5B-AEEB2170DBF6@renci.org>
	<CADaviKuPfbONVR5e94qq0zxC1ddSHiwuH0Z2s-5SLJ+0PSNYQg@mail.gmail.com>
	<383E5F43-A518-46BC-BC7A-06303932807C@renci.org>
Message-ID: <20121116130410.GA4317@localhost.mi.fu-berlin.de>

On Sun, 14 Oct 2012, Jonathan Mills wrote:

> Yes, I've read of that solution also.  However, ... to do each time
> ... will fail ...

I second that, having seen lots of these in the years we use RT.
(Even if 'we' normally have some 'Bounce'-Method, it sometimes fails).

AND just by coincidence I aM searching for the same(!?) Solution for
another Problem!

IF somebody creates a kind of 'umbrella list' for errors/support-calls,
and one of the recipients is a RT-queue, then this queue
- must not reply to the list (else we get loops)
- does not use (know?) the real sender for the requestor, but uses
  the liSts sender/reply-to address.

The latter is the same problem as 'forwarded' in this thread.
Only there never can be anybody, to fix it by explicitely setting
some Adresses -- the only way would be a 'scrip' or 'Filter'
to switch from (whateber RT does now) to preferring/accepting
the ORIGINAL 'From: address' Header.

Did somebody see such a fix?

Thanks,   Stucki


-- 
Christoph von Stuckrad      * * |nickname |Mail <stucki at mi.fu-berlin.de> \
Freie Universitaet Berlin   |/_*|'stucki' |Tel(Mo.,Mi.):+49 30 838-75 459|
Mathematik & Informatik EDV |\ *|if online|  (Di,Do,Fr):+49 30 77 39 6600|
Takustr. 9 / 14195 Berlin   * * |on IRCnet|Fax(home):   +49 30 77 39 6601/


From elacour at easter-eggs.com  Fri Nov 16 08:07:31 2012
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 16 Nov 2012 14:07:31 +0100
Subject: [rt-users] sendmail on ubuntu 12.0.4 inbound and outbound mail
In-Reply-To: <CAE9VTQ+08c6rjncEPcvMHg4AKF5YS7gQmALQDvO-NZNkaOyEkA@mail.gmail.com>
References: <CAE9VTQ+08c6rjncEPcvMHg4AKF5YS7gQmALQDvO-NZNkaOyEkA@mail.gmail.com>
Message-ID: <20121116130731.GC5070@easter-eggs.com>

On Thu, Nov 15, 2012 at 12:55:40PM -0500, testwreq wreq wrote:
>    We have sendmail on ubuntu for a new install of RT 4.0.8
>    ?
>    I have added the following 2 lines in RT_SiteConfig.pm file
>    Set($SendmailPath, "/usr/sbin/sendmail");
>    Set($SendmailArguments, "-oi -t");
>    ?
>    I will appreciate if someone can point?us to complete configuration steps.

look here: http://requesttracker.wikia.com/wiki/SendmailTips

(also use sendmail keyword in this wiki search engine ;)).



From omaiszd at e-bone.hu  Fri Nov 16 09:01:43 2012
From: omaiszd at e-bone.hu (=?iso-8859-2?Q?omaisz-tak=E1cs_d=E1niel?=)
Date: Fri, 16 Nov 2012 15:01:43 +0100
Subject: [rt-users] Adding quicksearch widget to SelfService view
In-Reply-To: <005701cdc3d3$bd5b85a0$381290e0$@e-bone.hu>
References: <001b01cdc349$bd5b0420$38110c60$@e-bone.hu>	<20121115161219.GH1537@jibsheet.com>
	<005701cdc3d3$bd5b85a0$381290e0$@e-bone.hu>
Message-ID: <006301cdc402$e9080cd0$bb182670$@e-bone.hu>

Fixing the rights for the user solved it...

?dv?zlettel:



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of omaisz-tak?cs
d?niel
Sent: Friday, November 16, 2012 9:24 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Adding quicksearch widget to SelfService view
[faked-from]

Hi Kevin, thank you, Works like a charm.
Is there any way to limit this in Selfservice to queues available to the
user as in the normal view? As right now i can see all queues altho the user
has rights for only one.
If i give privilages to this user on the normal site i can only see that one
queue in the quicksearch.

Best regards:
Daniel O.T


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Thursday, November 15, 2012 5:12 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Adding quicksearch widget to SelfService view
[faked-from][auto-ip]

On Thu, Nov 15, 2012 at 04:56:13PM +0100, omaisz-tak?cs d?niel wrote:
>    Hi all, i'm trying to add the quicksearch widget to the selfservice.
>    Please offer some guidance.
>    What i'm trying to do is:
>    I had modified MyRequest in the Selfservice/Elements in my local:
>    error:       could not find component for path '/Elements/QuickSearch'

The component is Quicksearch not QuickSearch

-kevin

--------
We're hiring! http://bestpractical.com/jobs



From testwreq at gmail.com  Fri Nov 16 13:12:40 2012
From: testwreq at gmail.com (testwreq wreq)
Date: Fri, 16 Nov 2012 13:12:40 -0500
Subject: [rt-users] RT 4.0.8 still not receiving incoming tickets via email
	on ubuntu
Message-ID: <CAE9VTQKEZ0Ze4scnyfFNAYf2Gw=mu6LNs6X7dYZGCFmfNcxeDw@mail.gmail.com>

I have had problems with incoming tickets not being received into RT.

My setup is:

ubuntu RT server  12.4
sendmail is the MTA

Emails sent from the exchange server (domain X) into RTserver
Emails sent from RT to exchange (outgoing) are working
Emails sent into RT from exchange server (inbound) are not working.
/var/log/mail.log does not have any entry for this. I am not sure if the
mail is reaching the RT server. Is there any configuration required for
rt-mailgate? sendmails /etc/aliases has the correspondence address for
general queue already setup.

Could anyone shed some light please?

Many thanks.
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From WJEdsall at dow.com  Fri Nov 16 13:22:50 2012
From: WJEdsall at dow.com (Edsall, William (WJ))
Date: Fri, 16 Nov 2012 18:22:50 +0000
Subject: [rt-users] RT 4.0.8 still not receiving incoming tickets via
 email	on ubuntu
In-Reply-To: <CAE9VTQKEZ0Ze4scnyfFNAYf2Gw=mu6LNs6X7dYZGCFmfNcxeDw@mail.gmail.com>
References: <CAE9VTQKEZ0Ze4scnyfFNAYf2Gw=mu6LNs6X7dYZGCFmfNcxeDw@mail.gmail.com>
Message-ID: <F0619AF235EBD540980A3B17975D63BA121922@046-CH1MPN1-042.046d.mgd.msft.net>

Incoming mail is a manual process to grab the mail from exchange, then pass it through mailgate.

Here's what I used to achieve incoming mails via Exchange.

I used fetchmail with the IMAP protocol - also the ssl flag was necessary for our server.

Fetchmail command:
fetchmail -f /var/www/html/rt/bin/fetchmailrc --ssl -B 10 --nokeep

While testing fetchmail I used the -c flag so it would just check the mailbox. Upon success it will give you a count of the number of emails in the box. Also use the -v for verbose output while testing.
Until this command reflects a successful connection to your email server, it's not going to work.

Example fetchmailrc -- replace all <vars> with your own values:
poll <Your_Exchange_Server> protocol imap:
username <USERNAME_HERE> password <PASSWORD_HERE> mda "/var/www/html/rt/bin/rt-mailgate --url http://<Your RT URL> --queue '<queue name here>' --action correspond"

Once you get the settings correct, toss the fetchmail script into crontab and have it check regularly.

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of testwreq wreq
Sent: Friday, November 16, 2012 1:13 PM
To: rt-users at lists.bestpractical.com; rt-users-request at lists.bestpractical.com
Subject: [rt-users] RT 4.0.8 still not receiving incoming tickets via email on ubuntu

I have had problems with incoming tickets not being received into RT.

My setup is:

ubuntu RT server  12.4
sendmail is the MTA

Emails sent from the exchange server (domain X) into RTserver
Emails sent from RT to exchange (outgoing) are working
Emails sent into RT from exchange server (inbound) are not working. /var/log/mail.log does not have any entry for this. I am not sure if the mail is reaching the RT server. Is there any configuration required for rt-mailgate? sendmails /etc/aliases has the correspondence address for general queue already setup.

Could anyone shed some light please?

Many thanks.
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From trs at bestpractical.com  Fri Nov 16 13:51:32 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 16 Nov 2012 10:51:32 -0800
Subject: [rt-users] RT 4.0.8 still not receiving incoming tickets via
 email	on ubuntu
In-Reply-To: <F0619AF235EBD540980A3B17975D63BA121922@046-CH1MPN1-042.046d.mgd.msft.net>
References: <CAE9VTQKEZ0Ze4scnyfFNAYf2Gw=mu6LNs6X7dYZGCFmfNcxeDw@mail.gmail.com>
	<F0619AF235EBD540980A3B17975D63BA121922@046-CH1MPN1-042.046d.mgd.msft.net>
Message-ID: <50A68B34.7010308@bestpractical.com>

On 11/16/2012 10:22 AM, Edsall, William (WJ) wrote:
> Incoming mail is a manual process to grab the mail from exchange, then
> pass it through mailgate.

Just to clarify, it doesn't have to be.  Other users have pointed the OP
towards running postfix locally on the RT server and having Exchange
deliver directly to it.


From testwreq at gmail.com  Fri Nov 16 14:27:39 2012
From: testwreq at gmail.com (testwreq wreq)
Date: Fri, 16 Nov 2012 14:27:39 -0500
Subject: [rt-users] RT 4.0.8 still not receiving incoming tickets via
 email on ubuntu
In-Reply-To: <F0619AF235EBD540980A3B17975D63BA121922@046-CH1MPN1-042.046d.mgd.msft.net>
References: <CAE9VTQKEZ0Ze4scnyfFNAYf2Gw=mu6LNs6X7dYZGCFmfNcxeDw@mail.gmail.com>
	<F0619AF235EBD540980A3B17975D63BA121922@046-CH1MPN1-042.046d.mgd.msft.net>
Message-ID: <CAE9VTQJ+9iPS1nTLob_-E6qGJ=j6bG3bJ2gouXqWb7dOnfAdXA@mail.gmail.com>

I apoligize that things are not clear to me on the mail side.

According to RT documentation, we should have MTA e.g. sendmail and it can
be configured for incoming or outgoing emails. Then why do we need
fetchmail? Is this necessary?

On Fri, Nov 16, 2012 at 1:22 PM, Edsall, William (WJ) <WJEdsall at dow.com>wrote:

>  Incoming mail is a manual process to grab the mail from exchange, then
> pass it through mailgate.****
>
> ** **
>
> Here?s what I used to achieve incoming mails via Exchange.****
>
> ** **
>
> I used fetchmail with the IMAP protocol ? also the ssl flag was necessary
> for our server.****
>
> ** **
>
> Fetchmail command:****
>
> fetchmail -f /var/www/html/rt/bin/fetchmailrc --ssl -B 10 --nokeep****
>
> ** **
>
> While testing fetchmail I used the ?c flag so it would just check the
> mailbox. Upon success it will give you a count of the number of emails in
> the box. Also use the ?v for verbose output while testing. ****
>
> Until this command reflects a successful connection to your email server,
> it?s not going to work. ****
>
> ** **
>
> Example fetchmailrc -- replace all <vars> with your own values:****
>
> poll <Your_Exchange_Server> protocol imap:****
>
> username <USERNAME_HERE> password <PASSWORD_HERE> mda
> "/var/www/html/rt/bin/rt-mailgate --url http://<Your RT URL> --queue
> ?<queue name here>' --action correspond"****
>
> ** **
>
> Once you get the settings correct, toss the fetchmail script into crontab
> and have it check regularly.****
>
> ** **
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *testwreq wreq
> *Sent:* Friday, November 16, 2012 1:13 PM
> *To:* rt-users at lists.bestpractical.com;
> rt-users-request at lists.bestpractical.com
> *Subject:* [rt-users] RT 4.0.8 still not receiving incoming tickets via
> email on ubuntu****
>
> ** **
>
> I have had problems with incoming tickets not being received into RT.****
>
>
> My setup is:
>
> ubuntu RT server  12.4
> sendmail is the MTA
>
> Emails sent from the exchange server (domain X) into RTserver
> Emails sent from RT to exchange (outgoing) are working
> Emails sent into RT from exchange server (inbound) are not working.
> /var/log/mail.log does not have any entry for this. I am not sure if the
> mail is reaching the RT server. Is there any configuration required for
> rt-mailgate? sendmails /etc/aliases has the correspondence address for
> general queue already setup. ****
>
>
> Could anyone shed some light please?
>
> Many thanks.****
>
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From WJEdsall at dow.com  Fri Nov 16 14:46:10 2012
From: WJEdsall at dow.com (Edsall, William (WJ))
Date: Fri, 16 Nov 2012 19:46:10 +0000
Subject: [rt-users] RT 4.0.8 still not receiving incoming tickets via
 email on ubuntu
In-Reply-To: <CAE9VTQJ+9iPS1nTLob_-E6qGJ=j6bG3bJ2gouXqWb7dOnfAdXA@mail.gmail.com>
References: <CAE9VTQKEZ0Ze4scnyfFNAYf2Gw=mu6LNs6X7dYZGCFmfNcxeDw@mail.gmail.com>
	<F0619AF235EBD540980A3B17975D63BA121922@046-CH1MPN1-042.046d.mgd.msft.net>
	<CAE9VTQJ+9iPS1nTLob_-E6qGJ=j6bG3bJ2gouXqWb7dOnfAdXA@mail.gmail.com>
Message-ID: <F0619AF235EBD540980A3B17975D63BA1219A6@046-CH1MPN1-042.046d.mgd.msft.net>

I stand corrected, it does not have to be a manual download of mail.

This is just what worked for me, using exchange. In our environment I have very little control over the exchange setup, so I went the route of fetching the mail myself.

From: testwreq wreq [mailto:testwreq at gmail.com]
Sent: Friday, November 16, 2012 2:28 PM
To: Edsall, William (WJ)
Cc: rt-users at lists.bestpractical.com; rt-users-request at lists.bestpractical.com
Subject: Re: [rt-users] RT 4.0.8 still not receiving incoming tickets via email on ubuntu

I apoligize that things are not clear to me on the mail side.

According to RT documentation, we should have MTA e.g. sendmail and it can be configured for incoming or outgoing emails. Then why do we need fetchmail? Is this necessary?
On Fri, Nov 16, 2012 at 1:22 PM, Edsall, William (WJ) <WJEdsall at dow.com<mailto:WJEdsall at dow.com>> wrote:
Incoming mail is a manual process to grab the mail from exchange, then pass it through mailgate.

Here's what I used to achieve incoming mails via Exchange.

I used fetchmail with the IMAP protocol - also the ssl flag was necessary for our server.

Fetchmail command:
fetchmail -f /var/www/html/rt/bin/fetchmailrc --ssl -B 10 --nokeep

While testing fetchmail I used the -c flag so it would just check the mailbox. Upon success it will give you a count of the number of emails in the box. Also use the -v for verbose output while testing.
Until this command reflects a successful connection to your email server, it's not going to work.

Example fetchmailrc -- replace all <vars> with your own values:
poll <Your_Exchange_Server> protocol imap:
username <USERNAME_HERE> password <PASSWORD_HERE> mda "/var/www/html/rt/bin/rt-mailgate --url http://<Your RT URL> --queue '<queue name here>' --action correspond"

Once you get the settings correct, toss the fetchmail script into crontab and have it check regularly.

From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of testwreq wreq
Sent: Friday, November 16, 2012 1:13 PM
To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>; rt-users-request at lists.bestpractical.com<mailto:rt-users-request at lists.bestpractical.com>
Subject: [rt-users] RT 4.0.8 still not receiving incoming tickets via email on ubuntu

I have had problems with incoming tickets not being received into RT.

My setup is:

ubuntu RT server  12.4
sendmail is the MTA

Emails sent from the exchange server (domain X) into RTserver
Emails sent from RT to exchange (outgoing) are working
Emails sent into RT from exchange server (inbound) are not working. /var/log/mail.log does not have any entry for this. I am not sure if the mail is reaching the RT server. Is there any configuration required for rt-mailgate? sendmails /etc/aliases has the correspondence address for general queue already setup.

Could anyone shed some light please?

Many thanks.

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From gdonald at gmail.com  Sat Nov 17 17:39:51 2012
From: gdonald at gmail.com (Greg Donald)
Date: Sat, 17 Nov 2012 16:39:51 -0600
Subject: [rt-users] can't automatically set ticket owner
Message-ID: <CAO+WgCbs0mBGfEw0BnvGHYOp1zV5-r2WVFJybSRcr1SQtkLv=w@mail.gmail.com>

I'm trying to set a ticket owner automatically.  I found this howto
but it doesn't work:

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

I changed my %owners = ( 'hardware' => 'joe',); to my queue and user,
but the ticket remains unassigned.  I'm not seeing any error messages
in my Apache logs or in my mail.log.  How can I see what's wrong?

I'm using RT 4.0.4, on Ubuntu 12.04 with mod_perl2 and Perl 5.14.2.


Thanks.



-- 
Greg Donald


From ptomblin at xcski.com  Mon Nov 19 07:29:24 2012
From: ptomblin at xcski.com (Paul Tomblin)
Date: Mon, 19 Nov 2012 07:29:24 -0500
Subject: [rt-users] Fwd: force standard compliance
In-Reply-To: <8FF3C787-B035-40B8-9BDC-FE34183D06E6@carefirst.com>
References: <8FF3C787-B035-40B8-9BDC-FE34183D06E6@carefirst.com>
Message-ID: <CAJCD8L8YbSWGr30C4HLVFmTNUprMH4rVVzmvH3pXWE7nec5OpQ@mail.gmail.com>

Is there any way to add the x-ua-compatible header to RT?  We're accessing
it through an intranet, and evidently IE defaults to quirks mode in the
intranet without it, in spite of the doctype HTML tag.


<!DOCTYPE html>
<html>
<head>
<meta http-equiv="x-ua-compatible" content="IE=edge" />



-- 
http://www.linkedin.com/in/paultomblin
http://careers.stackoverflow.com/ptomblin
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From nigel.henriques at uwaterloo.ca  Mon Nov 19 09:44:52 2012
From: nigel.henriques at uwaterloo.ca (Nigel Henriques)
Date: Mon, 19 Nov 2012 14:44:52 +0000
Subject: [rt-users] Configure RT4.0.5 to dynamically select database running
 a single instance
Message-ID: <1E169F62E55A324397ED72325029E00310DE7C9A@connmbx3>

We have been looking at a couple options to setup RT to run against a "production database"  (eg. rt4) and a "training database" (eg. rt4-train).

Is there a simple way to run a single instance of RT and accomplish this?

Nigel

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From testwreq at gmail.com  Mon Nov 19 15:27:37 2012
From: testwreq at gmail.com (testwreq wreq)
Date: Mon, 19 Nov 2012 15:27:37 -0500
Subject: [rt-users] RT 4.0.8 still not receiving incoming tickets via
 email on ubuntu
In-Reply-To: <F0619AF235EBD540980A3B17975D63BA1219A6@046-CH1MPN1-042.046d.mgd.msft.net>
References: <CAE9VTQKEZ0Ze4scnyfFNAYf2Gw=mu6LNs6X7dYZGCFmfNcxeDw@mail.gmail.com>
	<F0619AF235EBD540980A3B17975D63BA121922@046-CH1MPN1-042.046d.mgd.msft.net>
	<CAE9VTQJ+9iPS1nTLob_-E6qGJ=j6bG3bJ2gouXqWb7dOnfAdXA@mail.gmail.com>
	<F0619AF235EBD540980A3B17975D63BA1219A6@046-CH1MPN1-042.046d.mgd.msft.net>
Message-ID: <CAE9VTQ+XR5HX10d2ep8meBkqAxMN6Ax2FEdr4psKgAVDjcTrrg@mail.gmail.com>

We are a small setup. I would like to avoid setting up the extra fetch mail
step. All outgoing emails from RT server are working. Emails sent into RT
from exchange server (inbound via email) are not working. They are not
reaching the RT server.

Any ideas about troubleshooting this will be appreciated.

Thanks so much!
On Fri, Nov 16, 2012 at 2:46 PM, Edsall, William (WJ) <WJEdsall at dow.com>wrote:

>  I stand corrected, it does not have to be a manual download of mail.****
>
>
> This is just what worked for me, using exchange. In our environment I have
> very little control over the exchange setup, so I went the route of
> fetching the mail myself.****
>
> ** **
>
> *From:* testwreq wreq [mailto:testwreq at gmail.com]
> *Sent:* Friday, November 16, 2012 2:28 PM
> *To:* Edsall, William (WJ)
> *Cc:* rt-users at lists.bestpractical.com;
> rt-users-request at lists.bestpractical.com
> *Subject:* Re: [rt-users] RT 4.0.8 still not receiving incoming tickets
> via email on ubuntu****
>
> ** **
>
> I apoligize that things are not clear to me on the mail side.****
>
>  ****
>
> According to RT documentation, we should have MTA e.g. sendmail and it can
> be configured for incoming or outgoing emails. Then why do we need
> fetchmail? Is this necessary?****
>
> On Fri, Nov 16, 2012 at 1:22 PM, Edsall, William (WJ) <WJEdsall at dow.com>
> wrote:****
>
> Incoming mail is a manual process to grab the mail from exchange, then
> pass it through mailgate.****
>
>  ****
>
> Here?s what I used to achieve incoming mails via Exchange.****
>
>  ****
>
> I used fetchmail with the IMAP protocol ? also the ssl flag was necessary
> for our server.****
>
>  ****
>
> Fetchmail command:****
>
> fetchmail -f /var/www/html/rt/bin/fetchmailrc --ssl -B 10 --nokeep****
>
>  ****
>
> While testing fetchmail I used the ?c flag so it would just check the
> mailbox. Upon success it will give you a count of the number of emails in
> the box. Also use the ?v for verbose output while testing. ****
>
> Until this command reflects a successful connection to your email server,
> it?s not going to work. ****
>
>  ****
>
> Example fetchmailrc -- replace all <vars> with your own values:****
>
> poll <Your_Exchange_Server> protocol imap:****
>
> username <USERNAME_HERE> password <PASSWORD_HERE> mda
> "/var/www/html/rt/bin/rt-mailgate --url http://<Your RT URL> --queue
> ?<queue name here>' --action correspond"****
>
>  ****
>
> Once you get the settings correct, toss the fetchmail script into crontab
> and have it check regularly.****
>
>  ****
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *testwreq wreq
> *Sent:* Friday, November 16, 2012 1:13 PM
> *To:* rt-users at lists.bestpractical.com;
> rt-users-request at lists.bestpractical.com
> *Subject:* [rt-users] RT 4.0.8 still not receiving incoming tickets via
> email on ubuntu****
>
>  ****
>
> I have had problems with incoming tickets not being received into RT.****
>
>
> My setup is:
>
> ubuntu RT server  12.4
> sendmail is the MTA
>
> Emails sent from the exchange server (domain X) into RTserver
> Emails sent from RT to exchange (outgoing) are working
> Emails sent into RT from exchange server (inbound) are not working.
> /var/log/mail.log does not have any entry for this. I am not sure if the
> mail is reaching the RT server. Is there any configuration required for
> rt-mailgate? sendmails /etc/aliases has the correspondence address for
> general queue already setup. ****
>
>
> Could anyone shed some light please?
>
> Many thanks.****
>
> ** **
>
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From trs at bestpractical.com  Mon Nov 19 15:30:50 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 19 Nov 2012 12:30:50 -0800
Subject: [rt-users] RT 4.0.8 still not receiving incoming tickets via
 email on ubuntu
In-Reply-To: <CAE9VTQ+XR5HX10d2ep8meBkqAxMN6Ax2FEdr4psKgAVDjcTrrg@mail.gmail.com>
References: <CAE9VTQKEZ0Ze4scnyfFNAYf2Gw=mu6LNs6X7dYZGCFmfNcxeDw@mail.gmail.com>
	<F0619AF235EBD540980A3B17975D63BA121922@046-CH1MPN1-042.046d.mgd.msft.net>
	<CAE9VTQJ+9iPS1nTLob_-E6qGJ=j6bG3bJ2gouXqWb7dOnfAdXA@mail.gmail.com>
	<F0619AF235EBD540980A3B17975D63BA1219A6@046-CH1MPN1-042.046d.mgd.msft.net>
	<CAE9VTQ+XR5HX10d2ep8meBkqAxMN6Ax2FEdr4psKgAVDjcTrrg@mail.gmail.com>
Message-ID: <50AA96FA.5090204@bestpractical.com>

On 11/19/2012 12:27 PM, testwreq wreq wrote:
> We are a small setup. I would like to avoid setting up the extra fetch
> mail step. All outgoing emails from RT server are working. Emails sent
> into RT from exchange server (inbound via email) are not working. They
> are not reaching the RT server.
>  
> Any ideas about troubleshooting this will be appreciated.

Read your local RT mail server logs, and provide them to the list if you
don't know what's happening.

Read your Exchange server logs.

Confirm that mail gets from Exchange to the local RT mail server.  If
not, fix that.

Confirm that mail gets from the local RT mail server to rt-mailgate and
then RT itself.  Test by sending mail locally on the RT server using
/usr/sbin/sendmail.



From Thomas.Lau at principleone.com  Tue Nov 20 01:38:54 2012
From: Thomas.Lau at principleone.com (Thomas Lau)
Date: Tue, 20 Nov 2012 06:38:54 +0000
Subject: [rt-users] User remote ticket ID on title
Message-ID: <8BFBF14CE1F57C46A863FE2E8F367A8901B0D9@p1hkdcwx04.hk.principleone.com>

Dear All,

May I know what's the best method to avoid user remove ticket ID on title during email forwarding?

Is that possible to insert a random string into email content at the end of email which generate by each ticket? So that RT could capture and match the string even the email being forward.

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

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From testwreq at gmail.com  Tue Nov 20 09:58:06 2012
From: testwreq at gmail.com (testwreq wreq)
Date: Tue, 20 Nov 2012 09:58:06 -0500
Subject: [rt-users] RT 4.0.8 still not receiving incoming tickets via
 email on ubuntu
In-Reply-To: <50AA96FA.5090204@bestpractical.com>
References: <CAE9VTQKEZ0Ze4scnyfFNAYf2Gw=mu6LNs6X7dYZGCFmfNcxeDw@mail.gmail.com>
	<F0619AF235EBD540980A3B17975D63BA121922@046-CH1MPN1-042.046d.mgd.msft.net>
	<CAE9VTQJ+9iPS1nTLob_-E6qGJ=j6bG3bJ2gouXqWb7dOnfAdXA@mail.gmail.com>
	<F0619AF235EBD540980A3B17975D63BA1219A6@046-CH1MPN1-042.046d.mgd.msft.net>
	<CAE9VTQ+XR5HX10d2ep8meBkqAxMN6Ax2FEdr4psKgAVDjcTrrg@mail.gmail.com>
	<50AA96FA.5090204@bestpractical.com>
Message-ID: <CAE9VTQ+_AD7N+N4MEGM0eRHw-_nURg=y7CvkAP0KJa1DM52tbA@mail.gmail.com>

I used sendmail command locally on the Rt server to send mail to rt4. I am
unable to see the ticket generated in the RT interface. These are from
mail.log on the RT server.
Nov 20 09:43:18 rt4 sendmail[23208]: qAKEhIs6023208: from=wreq, size=34,
class=0, nrcpts=1, msgid=<201211201443.qAKEhIs6023208 at rt4.sc.sbu.edu>,
relay=wreq at localhost
Nov 20 09:43:18 rt4 sm-mta[23209]: qAKEhIl0023209: from=<wreq at rt4.sc.sbu.edu>,
size=347, class=0, nrcpts=1, msgid=<
201211201443.qAKEhIs6023208 at rt4.sc.sbu.edu>, proto=ESMTP, daemon=MTA-v4,
relay=localhost [127.0.0.1]
Nov 20 09:43:18 rt4 sendmail[23208]: qAKEhIs6023208: to=rt4 at sc.sbu.edu,
ctladdr=wreq (10007/10007), delay=00:00:00, xdelay=00:00:00, mailer=relay,
pri=30034, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent
(qAKEhIl0023209 Message accepted for delivery)
Nov 20 09:43:18 rt4 sm-mta[23211]: STARTTLS=client, relay=edge1.sc.sbu.edu.,
version=TLSv1/SSLv3, verify=FAIL, cipher=AES128-SHA, bits=128/128
Nov 20 09:43:19 rt4 sm-mta[23211]: qAKEhIl0023209: to=<rt4 at sc.sbu.edu>,
ctladdr=<wreq at rt4.sc.sbu.edu> (10007/10007), delay=00:00:01,
xdelay=00:00:01, mailer=esmtp, pri=120347, relay=edge1.sc.sbu.edu.
[130.245.9.210], dsn=2.0.0, stat=Sent (<
201211201443.qAKEhIs6023208 at rt4.sc.sbu.edu> [InternalId=2648267] Queued
mail for delivery)

Does this mean that the mail does not get from the local RT mail server to
rt-mailgate and then RT itself?  What should be done to fix this?

When I send email to rt4 using exchange, then it does not reach the server
mail.log.

Thanks a bunch.
On Mon, Nov 19, 2012 at 3:30 PM, Thomas Sibley <trs at bestpractical.com>wrote:

> On 11/19/2012 12:27 PM, testwreq wreq wrote:
> > We are a small setup. I would like to avoid setting up the extra fetch
> > mail step. All outgoing emails from RT server are working. Emails sent
> > into RT from exchange server (inbound via email) are not working. They
> > are not reaching the RT server.
> >
> > Any ideas about troubleshooting this will be appreciated.
>
> Read your local RT mail server logs, and provide them to the list if you
> don't know what's happening.
>
> Read your Exchange server logs.
>
> Confirm that mail gets from Exchange to the local RT mail server.  If
> not, fix that.
>
> Confirm that mail gets from the local RT mail server to rt-mailgate and
> then RT itself.  Test by sending mail locally on the RT server using
> /usr/sbin/sendmail.
>
> --------
> We're hiring! http://bestpractical.com/jobs
>
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From tjrc at sanger.ac.uk  Tue Nov 20 11:51:47 2012
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Tue, 20 Nov 2012 16:51:47 +0000
Subject: [rt-users] RT 4.0.8 still not receiving incoming tickets via
	email on ubuntu
In-Reply-To: <CAE9VTQ+_AD7N+N4MEGM0eRHw-_nURg=y7CvkAP0KJa1DM52tbA@mail.gmail.com>
References: <CAE9VTQKEZ0Ze4scnyfFNAYf2Gw=mu6LNs6X7dYZGCFmfNcxeDw@mail.gmail.com>
	<F0619AF235EBD540980A3B17975D63BA121922@046-CH1MPN1-042.046d.mgd.msft.net>
	<CAE9VTQJ+9iPS1nTLob_-E6qGJ=j6bG3bJ2gouXqWb7dOnfAdXA@mail.gmail.com>
	<F0619AF235EBD540980A3B17975D63BA1219A6@046-CH1MPN1-042.046d.mgd.msft.net>
	<CAE9VTQ+XR5HX10d2ep8meBkqAxMN6Ax2FEdr4psKgAVDjcTrrg@mail.gmail.com>
	<50AA96FA.5090204@bestpractical.com>
	<CAE9VTQ+_AD7N+N4MEGM0eRHw-_nURg=y7CvkAP0KJa1DM52tbA@mail.gmail.com>
Message-ID: <2D1C672B-4407-48F5-8896-BDCAE57D5C0D@sanger.ac.uk>


On 20 Nov 2012, at 14:58, testwreq wreq <testwreq at gmail.com> wrote:

> I used sendmail command locally on the Rt server to send mail to rt4. I am unable to see the ticket generated in the RT interface. These are from mail.log on the RT server.
> Nov 20 09:43:18 rt4 sendmail[23208]: qAKEhIs6023208: from=wreq, size=34, class=0, nrcpts=1, msgid=<201211201443.qAKEhIs6023208 at rt4.sc.sbu.edu>, relay=wreq at localhost
> Nov 20 09:43:18 rt4 sm-mta[23209]: qAKEhIl0023209: from=<wreq at rt4.sc.sbu.edu>, size=347, class=0, nrcpts=1, msgid=<201211201443.qAKEhIs6023208 at rt4.sc.sbu.edu>, proto=ESMTP, daemon=MTA-v4, relay=localhost [127.0.0.1]
> Nov 20 09:43:18 rt4 sendmail[23208]: qAKEhIs6023208: to=rt4 at sc.sbu.edu, ctladdr=wreq (10007/10007), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=30034, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (qAKEhIl0023209 Message accepted for delivery)
> Nov 20 09:43:18 rt4 sm-mta[23211]: STARTTLS=client, relay=edge1.sc.sbu.edu., version=TLSv1/SSLv3, verify=FAIL, cipher=AES128-SHA, bits=128/128
> Nov 20 09:43:19 rt4 sm-mta[23211]: qAKEhIl0023209: to=<rt4 at sc.sbu.edu>, ctladdr=<wreq at rt4.sc.sbu.edu> (10007/10007), delay=00:00:01, xdelay=00:00:01, mailer=esmtp, pri=120347, relay=edge1.sc.sbu.edu. [130.245.9.210], dsn=2.0.0, stat=Sent (<201211201443.qAKEhIs6023208 at rt4.sc.sbu.edu> [InternalId=2648267] Queued mail for delivery)
>  
> Does this mean that the mail does not get from the local RT mail server to rt-mailgate and then RT itself?  What should be done to fix this?
> 

I don't know, I don't speak sendmail (I use exim on our RT server).  But what this suggests is that the config is correct for accepting the mail from the local host is correct, but the config for delivering the mail to rt-mailgate is wrong.  If you run mailq, you'll probably find that your test message is still sitting in sendmail's queue.

If I were you, I'd fix this part of the problem before moving on to the second part, because you clearly have two separate issues.

> When I send email to rt4 using exchange, then it does not reach the server mail.log.

Not at all?  Not even in the rejection logs?

That sounds like you have also misconfigured sendmail's listening to the outside world.  If you go to another machine and telnet to port 25 on your RT server, do you get an SMTP prompt, or a connection timeout?   If you get the timeout, or connection refused, than you know that sendmail isn't listening properly, so you'll need to fix that part of the configuration.

One question I have for you:  why did you choose sendmail as the Mail Transfer Agent to use?  It's not the default on Ubuntu (nullmailer is), and there are at least three alternatives which are (a) command line compatible with sendmail and (b) a lot simpler to configure, and those are, in no particular order, exim, postfix and smail.

You might save a lot of pain by finding a local UNIX mail expert in one of those mail transfer agents (it doesn't matter which), and get them to help you configure it properly.  It's not something we can easily help you with remotely on this list; there are too many variables, and if you've never configured a UNIX mail transfer agent before there are a lot of pitfalls involved, in which you could accidentally set yourself up as a mail relay and have spammers abusing your system, for example.

The fetchmail alternative might sound more complex to you, but it's actually simpler and less vulnerable to the above sort of mistake, because it avoids the step of having to configure your MTA correctly with regard to receiving external email.  It only has to handle the much simpler case of local mail, internal to your RT server, and sending out to your Exchange server (which you already have working). 

Regards,

Tim

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


From janniezbedny1887 at gmail.com  Tue Nov 20 13:02:50 2012
From: janniezbedny1887 at gmail.com (=?ISO-8859-2?Q?Jan_Niezb=EAdny?=)
Date: Tue, 20 Nov 2012 19:02:50 +0100
Subject: [rt-users] Reverse Proxy + RT 4.0.4 + mod_auth_cas on CentOS 6
Message-ID: <CAE4WCxQR674UYp2XkDtjpwFymwN+bS+9NzJ2o894E8qc1Q1nGQ@mail.gmail.com>

Hello,
I wanna ask. Is it possible to use RT behind a reverse proxy? Anyone
make that kind of configuration?

I have implementation RT 4.0.4 with mod_auth_cas and LDAPImport on
apache 2.2, system CentOS 6

I really appreciate any help


From trs at bestpractical.com  Tue Nov 20 13:11:07 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 20 Nov 2012 10:11:07 -0800
Subject: [rt-users] Reverse Proxy + RT 4.0.4 + mod_auth_cas on CentOS 6
In-Reply-To: <CAE4WCxQR674UYp2XkDtjpwFymwN+bS+9NzJ2o894E8qc1Q1nGQ@mail.gmail.com>
References: <CAE4WCxQR674UYp2XkDtjpwFymwN+bS+9NzJ2o894E8qc1Q1nGQ@mail.gmail.com>
Message-ID: <50ABC7BB.7070308@bestpractical.com>

On 11/20/2012 10:02 AM, Jan Niezb?dny wrote:
> Hello,
> I wanna ask. Is it possible to use RT behind a reverse proxy? Anyone
> make that kind of configuration?
> 
> I have implementation RT 4.0.4 with mod_auth_cas and LDAPImport on
> apache 2.2, system CentOS 6
> 
> I really appreciate any help

Yes, completely possible.  Make sure the $WebDomain and $WebPort
configuration options are set to the external facing domain and port and
that $CanonicalizeRedirectURLs is set to 1.

http://bestpractical.com/rt/docs/4.0/RT_Config.html#CanonicalizeRedirectURLs



From ruz at bestpractical.com  Tue Nov 20 13:33:29 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 20 Nov 2012 22:33:29 +0400
Subject: [rt-users] Reverse Proxy + RT 4.0.4 + mod_auth_cas on CentOS 6
In-Reply-To: <50ABC7BB.7070308@bestpractical.com>
References: <CAE4WCxQR674UYp2XkDtjpwFymwN+bS+9NzJ2o894E8qc1Q1nGQ@mail.gmail.com>
	<50ABC7BB.7070308@bestpractical.com>
Message-ID: <CAMOxC8u7YShP6zqW9Ve1u6caPpyRsA8zsXcyxfCF82zdq0YUAQ@mail.gmail.com>

On Tue, Nov 20, 2012 at 10:11 PM, Thomas Sibley <trs at bestpractical.com> wrote:
> On 11/20/2012 10:02 AM, Jan Niezb?dny wrote:
>> Hello,
>> I wanna ask. Is it possible to use RT behind a reverse proxy? Anyone
>> make that kind of configuration?
>>
>> I have implementation RT 4.0.4 with mod_auth_cas and LDAPImport on
>> apache 2.2, system CentOS 6
>>
>> I really appreciate any help
>
> Yes, completely possible.  Make sure the $WebDomain and $WebPort
> configuration options are set to the external facing domain and port and
> that $CanonicalizeRedirectURLs is set to 1.
>
> http://bestpractical.com/rt/docs/4.0/RT_Config.html#CanonicalizeRedirectURLs

CAS auth will be on proxy, so info should be proxied as well.

> --------
> We're hiring! http://bestpractical.com/jobs



-- 
Best regards, Ruslan.


From testwreq at gmail.com  Tue Nov 20 15:41:35 2012
From: testwreq at gmail.com (testwreq wreq)
Date: Tue, 20 Nov 2012 15:41:35 -0500
Subject: [rt-users] RT 4.0.8 still not receiving incoming tickets via
 email on ubuntu
In-Reply-To: <2D1C672B-4407-48F5-8896-BDCAE57D5C0D@sanger.ac.uk>
References: <CAE9VTQKEZ0Ze4scnyfFNAYf2Gw=mu6LNs6X7dYZGCFmfNcxeDw@mail.gmail.com>
	<F0619AF235EBD540980A3B17975D63BA121922@046-CH1MPN1-042.046d.mgd.msft.net>
	<CAE9VTQJ+9iPS1nTLob_-E6qGJ=j6bG3bJ2gouXqWb7dOnfAdXA@mail.gmail.com>
	<F0619AF235EBD540980A3B17975D63BA1219A6@046-CH1MPN1-042.046d.mgd.msft.net>
	<CAE9VTQ+XR5HX10d2ep8meBkqAxMN6Ax2FEdr4psKgAVDjcTrrg@mail.gmail.com>
	<50AA96FA.5090204@bestpractical.com>
	<CAE9VTQ+_AD7N+N4MEGM0eRHw-_nURg=y7CvkAP0KJa1DM52tbA@mail.gmail.com>
	<2D1C672B-4407-48F5-8896-BDCAE57D5C0D@sanger.ac.uk>
Message-ID: <CAE9VTQ+XQdK+RSXzVwVU=mxNCqsE=n7bTPYgDBKKLxOgiMi-1g@mail.gmail.com>

Hi, It was our configuration in sendmail. Once configured correctly, the
mail is working.

I agree with the pitfalls involved using sendmail MTA.
I would like to know more about fetchmail. What is fetchmail? Do I have
to configure sendmail to use fetchmail?
We have rt, rt-web, rt-linux, rt-email addresses in exchange. I would
prefer mail to be sent directly from anywhere to any of these addresses and
vice-a-versa, and the communication recorded in RT.

Can I eliminate MTA completely from this setup?

On Tue, Nov 20, 2012 at 11:51 AM, Tim Cutts <tjrc at sanger.ac.uk> wrote:

>
> On 20 Nov 2012, at 14:58, testwreq wreq <testwreq at gmail.com> wrote:
>
> > I used sendmail command locally on the Rt server to send mail to rt4. I
> am unable to see the ticket generated in the RT interface. These are from
> mail.log on the RT server.
> > Nov 20 09:43:18 rt4 sendmail[23208]: qAKEhIs6023208: from=wreq, size=34,
> class=0, nrcpts=1, msgid=<201211201443.qAKEhIs6023208 at rt4.sc.sbu.edu>,
> relay=wreq at localhost
> > Nov 20 09:43:18 rt4 sm-mta[23209]: qAKEhIl0023209: from=<
> wreq at rt4.sc.sbu.edu>, size=347, class=0, nrcpts=1, msgid=<
> 201211201443.qAKEhIs6023208 at rt4.sc.sbu.edu>, proto=ESMTP, daemon=MTA-v4,
> relay=localhost [127.0.0.1]
> > Nov 20 09:43:18 rt4 sendmail[23208]: qAKEhIs6023208: to=rt4 at sc.sbu.edu,
> ctladdr=wreq (10007/10007), delay=00:00:00, xdelay=00:00:00, mailer=relay,
> pri=30034, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent
> (qAKEhIl0023209 Message accepted for delivery)
> > Nov 20 09:43:18 rt4 sm-mta[23211]: STARTTLS=client, relay=
> edge1.sc.sbu.edu., version=TLSv1/SSLv3, verify=FAIL, cipher=AES128-SHA,
> bits=128/128
> > Nov 20 09:43:19 rt4 sm-mta[23211]: qAKEhIl0023209: to=<rt4 at sc.sbu.edu>,
> ctladdr=<wreq at rt4.sc.sbu.edu> (10007/10007), delay=00:00:01,
> xdelay=00:00:01, mailer=esmtp, pri=120347, relay=edge1.sc.sbu.edu.
> [130.245.9.210], dsn=2.0.0, stat=Sent (<
> 201211201443.qAKEhIs6023208 at rt4.sc.sbu.edu> [InternalId=2648267] Queued
> mail for delivery)
> >
> > Does this mean that the mail does not get from the local RT mail server
> to rt-mailgate and then RT itself?  What should be done to fix this?
> >
>
> I don't know, I don't speak sendmail (I use exim on our RT server).  But
> what this suggests is that the config is correct for accepting the mail
> from the local host is correct, but the config for delivering the mail to
> rt-mailgate is wrong.  If you run mailq, you'll probably find that your
> test message is still sitting in sendmail's queue.
>
> If I were you, I'd fix this part of the problem before moving on to the
> second part, because you clearly have two separate issues.
>
> > When I send email to rt4 using exchange, then it does not reach the
> server mail.log.
>
> Not at all?  Not even in the rejection logs?
>
> That sounds like you have also misconfigured sendmail's listening to the
> outside world.  If you go to another machine and telnet to port 25 on your
> RT server, do you get an SMTP prompt, or a connection timeout?   If you get
> the timeout, or connection refused, than you know that sendmail isn't
> listening properly, so you'll need to fix that part of the configuration.
>
> One question I have for you:  why did you choose sendmail as the Mail
> Transfer Agent to use?  It's not the default on Ubuntu (nullmailer is), and
> there are at least three alternatives which are (a) command line compatible
> with sendmail and (b) a lot simpler to configure, and those are, in no
> particular order, exim, postfix and smail.
>
> You might save a lot of pain by finding a local UNIX mail expert in one of
> those mail transfer agents (it doesn't matter which), and get them to help
> you configure it properly.  It's not something we can easily help you with
> remotely on this list; there are too many variables, and if you've never
> configured a UNIX mail transfer agent before there are a lot of pitfalls
> involved, in which you could accidentally set yourself up as a mail relay
> and have spammers abusing your system, for example.
>
> The fetchmail alternative might sound more complex to you, but it's
> actually simpler and less vulnerable to the above sort of mistake, because
> it avoids the step of having to configure your MTA correctly with regard to
> receiving external email.  It only has to handle the much simpler case of
> local mail, internal to your RT server, and sending out to your Exchange
> server (which you already have working).
>
> Regards,
>
> Tim
>
> --
>  The Wellcome Trust Sanger Institute is operated by Genome Research
>  Limited, a charity registered in England with number 1021457 and a
>  company registered in England with number 2742969, whose registered
>  office is 215 Euston Road, London, NW1 2BE.
>
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From tjrc at sanger.ac.uk  Wed Nov 21 04:31:24 2012
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Wed, 21 Nov 2012 09:31:24 +0000
Subject: [rt-users] RT 4.0.8 still not receiving incoming tickets via
	email on ubuntu
In-Reply-To: <CAE9VTQ+XQdK+RSXzVwVU=mxNCqsE=n7bTPYgDBKKLxOgiMi-1g@mail.gmail.com>
References: <CAE9VTQKEZ0Ze4scnyfFNAYf2Gw=mu6LNs6X7dYZGCFmfNcxeDw@mail.gmail.com>
	<F0619AF235EBD540980A3B17975D63BA121922@046-CH1MPN1-042.046d.mgd.msft.net>
	<CAE9VTQJ+9iPS1nTLob_-E6qGJ=j6bG3bJ2gouXqWb7dOnfAdXA@mail.gmail.com>
	<F0619AF235EBD540980A3B17975D63BA1219A6@046-CH1MPN1-042.046d.mgd.msft.net>
	<CAE9VTQ+XR5HX10d2ep8meBkqAxMN6Ax2FEdr4psKgAVDjcTrrg@mail.gmail.com>
	<50AA96FA.5090204@bestpractical.com>
	<CAE9VTQ+_AD7N+N4MEGM0eRHw-_nURg=y7CvkAP0KJa1DM52tbA@mail.gmail.com>
	<2D1C672B-4407-48F5-8896-BDCAE57D5C0D@sanger.ac.uk>
	<CAE9VTQ+XQdK+RSXzVwVU=mxNCqsE=n7bTPYgDBKKLxOgiMi-1g@mail.gmail.com>
Message-ID: <A926D7E2-E862-4B7D-B143-6D1902ABDBDC@sanger.ac.uk>


On 20 Nov 2012, at 20:41, testwreq wreq <testwreq at gmail.com> wrote:

> Hi, It was our configuration in sendmail. Once configured correctly, the mail is working.
>  
> I agree with the pitfalls involved using sendmail MTA.
> I would like to know more about fetchmail. What is fetchmail? Do I have to configure sendmail to use fetchmail? 
> We have rt, rt-web, rt-linux, rt-email addresses in exchange. I would prefer mail to be sent directly from anywhere to any of these addresses and vice-a-versa, and the communication recorded in RT.

Since you now have it working with direct transmission of the email from your Exchange server to RT, I'd leave it alone; it's the best solution in general, because it means new messages to tickets will enter RT immediately that Exchange sees them, whereas using fetch mail adds a delay.

Fetchmail is basically just a standard POP or IMAP client which fetches mail (obviously) and inserts it into a local mail transfer agent (i.e. a local copy of sendmail).  This is usually done by people who have no control or influence on the configuration of their mail server, and so can't arrange for delivery to be made directly, and all they have is an account on the mail server from which they can download mail.

So, when using fetchmail, you still have to configure your local sendmail copy to deliver the mail to rt-mailgate correctly, that part doesn't change.  The difference is how the mail gets from your mail server to RT.  With fetchmail, it's periodically downloaded using something like POP or IMAP.  Without fetchmail, it's sent directly to your  RT server's sendmail by SMTP.  fetchmail has to be run from cron every few minutes, so there's always a small delay when using that method before replies to tickets will be seen in RT.

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 janniezbedny1887 at gmail.com  Wed Nov 21 05:16:57 2012
From: janniezbedny1887 at gmail.com (=?ISO-8859-2?Q?Jan_Niezb=EAdny?=)
Date: Wed, 21 Nov 2012 11:16:57 +0100
Subject: [rt-users] Reverse Proxy + RT 4.0.4 + mod_auth_cas on CentOS 6
Message-ID: <CAE4WCxSCEb7YKHS=KuK15jofn+RuqS9k8cMAaUnKX4hZBWiJgQ@mail.gmail.com>

Hey,

I make some changes in my configuration and it seems that working
fine, but I noticed one interesting thing. I have HTTPS on login page
but when I login into RT that changes to HTTP.

Any ideas why something like this is happening?



Regards,
Jan


From lists at murrell.ca  Wed Nov 21 09:38:11 2012
From: lists at murrell.ca (Alan Murrell)
Date: Wed, 21 Nov 2012 06:38:11 -0800
Subject: [rt-users] Reverse Proxy + RT 4.0.4 + mod_auth_cas on CentOS 6
In-Reply-To: <CAE4WCxSCEb7YKHS=KuK15jofn+RuqS9k8cMAaUnKX4hZBWiJgQ@mail.gmail.com>
References: <CAE4WCxSCEb7YKHS=KuK15jofn+RuqS9k8cMAaUnKX4hZBWiJgQ@mail.gmail.com>
Message-ID: <20121121063811.45045tja0h1n3r8k@sbs01.murrell-van.local>

Quoting "Jan Niezbedny" <janniezbedny1887 at gmail.com>:

> fine, but I noticed one interesting thing. I have HTTPS on login page
> but when I login into RT that changes to HTTP.

Without seeing your configuration it is hard to say for sure.  One  
guess is that in the <VirtualHost> container for the https:// you have  
it going to the internal server using http:// ??

-Alan



From testwreq at gmail.com  Wed Nov 21 10:23:37 2012
From: testwreq at gmail.com (testwreq wreq)
Date: Wed, 21 Nov 2012 10:23:37 -0500
Subject: [rt-users] RT 4.0.8 still not receiving incoming tickets via
 email on ubuntu
In-Reply-To: <A926D7E2-E862-4B7D-B143-6D1902ABDBDC@sanger.ac.uk>
References: <CAE9VTQKEZ0Ze4scnyfFNAYf2Gw=mu6LNs6X7dYZGCFmfNcxeDw@mail.gmail.com>
	<F0619AF235EBD540980A3B17975D63BA121922@046-CH1MPN1-042.046d.mgd.msft.net>
	<CAE9VTQJ+9iPS1nTLob_-E6qGJ=j6bG3bJ2gouXqWb7dOnfAdXA@mail.gmail.com>
	<F0619AF235EBD540980A3B17975D63BA1219A6@046-CH1MPN1-042.046d.mgd.msft.net>
	<CAE9VTQ+XR5HX10d2ep8meBkqAxMN6Ax2FEdr4psKgAVDjcTrrg@mail.gmail.com>
	<50AA96FA.5090204@bestpractical.com>
	<CAE9VTQ+_AD7N+N4MEGM0eRHw-_nURg=y7CvkAP0KJa1DM52tbA@mail.gmail.com>
	<2D1C672B-4407-48F5-8896-BDCAE57D5C0D@sanger.ac.uk>
	<CAE9VTQ+XQdK+RSXzVwVU=mxNCqsE=n7bTPYgDBKKLxOgiMi-1g@mail.gmail.com>
	<A926D7E2-E862-4B7D-B143-6D1902ABDBDC@sanger.ac.uk>
Message-ID: <CAE9VTQ+PWM3uF0dv_E9zOOE71Xv5xiP3AMZyb+xoRABZRjtHpA@mail.gmail.com>

Thank you for this explanation.



On Wed, Nov 21, 2012 at 4:31 AM, Tim Cutts <tjrc at sanger.ac.uk> wrote:

>
> On 20 Nov 2012, at 20:41, testwreq wreq <testwreq at gmail.com> wrote:
>
> > Hi, It was our configuration in sendmail. Once configured correctly, the
> mail is working.
> >
> > I agree with the pitfalls involved using sendmail MTA.
> > I would like to know more about fetchmail. What is fetchmail? Do I have
> to configure sendmail to use fetchmail?
> > We have rt, rt-web, rt-linux, rt-email addresses in exchange. I would
> prefer mail to be sent directly from anywhere to any of these addresses and
> vice-a-versa, and the communication recorded in RT.
>
> Since you now have it working with direct transmission of the email from
> your Exchange server to RT, I'd leave it alone; it's the best solution in
> general, because it means new messages to tickets will enter RT immediately
> that Exchange sees them, whereas using fetch mail adds a delay.
>
> Fetchmail is basically just a standard POP or IMAP client which fetches
> mail (obviously) and inserts it into a local mail transfer agent (i.e. a
> local copy of sendmail).  This is usually done by people who have no
> control or influence on the configuration of their mail server, and so
> can't arrange for delivery to be made directly, and all they have is an
> account on the mail server from which they can download mail.
>
> So, when using fetchmail, you still have to configure your local sendmail
> copy to deliver the mail to rt-mailgate correctly, that part doesn't
> change.  The difference is how the mail gets from your mail server to RT.
>  With fetchmail, it's periodically downloaded using something like POP or
> IMAP.  Without fetchmail, it's sent directly to your  RT server's sendmail
> by SMTP.  fetchmail has to be run from cron every few minutes, so there's
> always a small delay when using that method before replies to tickets will
> be seen in RT.
>
> 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.
>
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From testwreq at gmail.com  Wed Nov 21 10:44:30 2012
From: testwreq at gmail.com (testwreq wreq)
Date: Wed, 21 Nov 2012 10:44:30 -0500
Subject: [rt-users] RT email address with server name
Message-ID: <CAE9VTQJiRHSd-KKW8bFu5E2xtbZc_MmLHADaiwB1bCBnT4T-Mg@mail.gmail.com>

Our RT server is rt4 at sc.sbu.edu

When our external users send email to RT (rt4 at sc.sbu.edu) -> the mail from
our exchange server gets forwarded to rt4 at rt4.sc.sbu.edu -> a message of
communication is then created in RT

Wed Nov 21 09:26:59 2012Kate Rul - Ticket created[
Subject: test from kateDate: Wed, 21 Nov 2012 14:27:08 +0000To:

"RT4, Tracker" rt4 at rt4.sc.sbu.edu
From:

 Kate Rulkrul at sc.sbu.edu <Rulkrul at sc.sbu.edu>

When RT responds back to the request, the user who created the request, get
the address  rt4 at rt4.sc.sbu.edu; Within RT can this address somehow be
changed to rt4 at sc.sbu.edu because somewhere in the email flow, when users
respond to the email, they are unable to directly deliver it to
rt4 at rt4.sc.sbu.edu
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From ruz at bestpractical.com  Wed Nov 21 11:40:32 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 21 Nov 2012 20:40:32 +0400
Subject: [rt-users] Reverse Proxy + RT 4.0.4 + mod_auth_cas on CentOS 6
In-Reply-To: <CAE4WCxSCEb7YKHS=KuK15jofn+RuqS9k8cMAaUnKX4hZBWiJgQ@mail.gmail.com>
References: <CAE4WCxSCEb7YKHS=KuK15jofn+RuqS9k8cMAaUnKX4hZBWiJgQ@mail.gmail.com>
Message-ID: <CAMOxC8smwfYdXgTaUUg6-CvJbT5WK4EpFttNh9rcRPRGTWmkdg@mail.gmail.com>

On Wed, Nov 21, 2012 at 2:16 PM, Jan Niezb?dny
<janniezbedny1887 at gmail.com> wrote:
> Hey,
>
> I make some changes in my configuration and it seems that working
> fine, but I noticed one interesting thing. I have HTTPS on login page
> but when I login into RT that changes to HTTP.
>
> Any ideas why something like this is happening?

WebPort in RT config should be 443.

> Regards,
> Jan
> --------
> We're hiring! http://bestpractical.com/jobs



-- 
Best regards, Ruslan.


From WJEdsall at dow.com  Wed Nov 21 11:40:53 2012
From: WJEdsall at dow.com (Edsall, William (WJ))
Date: Wed, 21 Nov 2012 16:40:53 +0000
Subject: [rt-users] adding Article text to Resolved email
Message-ID: <F0619AF235EBD540980A3B17975D63BA123932@046-CH1MPN1-042.046d.mgd.msft.net>

I'm configuring Articles and I'd like the article text (which appears to be inserted in the resolution comments) to be sent along with the Resolved canned response.

During my testing, the user gets a response: According to our records, your request has been resolved....
But they don't see the text from the included Article.

What would it take to achieve this?

Thanks,
Will

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From gmbaxter at gmail.com  Wed Nov 21 13:03:07 2012
From: gmbaxter at gmail.com (Guy Baxter)
Date: Wed, 21 Nov 2012 18:03:07 +0000
Subject: [rt-users] RT 4.08 on Apache 2 won't load
Message-ID: <CAKbVnZPmXz0x-iGBJAc6Ge3Mv8W4Uvx1GHjrYpUsF187nMHJ=g@mail.gmail.com>

Hi,

I've installed 4.0.8 on CentOS 6.3, satisfied all dependencies etc, run the
web installer to get things started, but I can't actually get my RT pages
to load. I've tried using all of the apache options on web_deployment on
the installation pages at bestpractical.com but with no luck.

using mod_fcgi and mod_fcgid I get 404 not found, with a corresponding log
entry in /var/log/httpd/error.log of:

File does not exist: /opt/rt4/sbin/rt-server.fcgi
The file does exist, and won't start manually even when invoked from sbin
with ./

Trying the mod_perl apache setup results in Apache failing to start:

Undefined subroutine &main::. called. END failed-- call queue aborted.
(/opt/rt4/sbin/../lib/RT.pm:341)



Any ideas - this has got me totally stuck!

Thanks in advance.
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From johnj at msu.edu  Wed Nov 21 13:24:11 2012
From: johnj at msu.edu (John Johnston)
Date: Wed, 21 Nov 2012 13:24:11 -0500
Subject: [rt-users] RT 4.08 Account creation
In-Reply-To: <CAKbVnZPmXz0x-iGBJAc6Ge3Mv8W4Uvx1GHjrYpUsF187nMHJ=g@mail.gmail.com>
References: <CAKbVnZPmXz0x-iGBJAc6Ge3Mv8W4Uvx1GHjrYpUsF187nMHJ=g@mail.gmail.com>
Message-ID: <50AD1C4B.3090102@msu.edu>

Hi,

I've installed RT 4.0.8 on a RHEL 6.2 system and overall it's working 
fine with one notable exception.  We authenticate users with Shibboleth, 
and once so authenticated they are able to create tickets.  First time 
users have their accounts auto-created.  We had a previous instance of 
RT 3.0.7 and used perl-based forms for ticket creation.  Auto-creation 
of accounts worked fine, with the displayname, email, and userid 
returned from Shibboleth and passed to RT.  However, these same forms 
when used on RT 4.0.8 while they *do* create the account if it doesn't 
exist, and it does set the "Name" to the email address, the 
"EmailAddress" itself and "RealName" are left blank.

This means that users cannot get email on their tickets (confirmatory or 
otherwise), unless an administrator goes in, selects the account, and 
manually adds the email address.  I've tried several workarounds, 
including doing a mysql query to see if the account exists, and if not, 
to create it using an RT CLI command encased in backticks.  This is 
contained in our "contact" ticket creation form.  I've experimented with 
several options, including escaping the "@" in the email address.  
Recently, I used Encode to ensure the values obtained from Shibboleth 
were converted into UTF-8 before being passed to the RT CLI command, and 
this *sort of* worked.  Interestingly, it added the account but dropped 
the letter "e" from the mymail.edu address (to leave mymail.du).  Also 
interesting, is if I bypass the Shibboleth values and hard code in an 
email address like:

my $clean_email = "skippy at mailme.edu"

And pass it to the RT CLI command like:

$result = `/opt/rt4/bin/rt create -t user add Name=$your_netid 
EmailAddress=$clean_email `;

...again, it works fine.

I've been banging my head on this for awhile.  Any insights would be 
appreciated.

John

On 11/21/2012 1:03 PM, Guy Baxter wrote:
> Hi,
>
> I've installed 4.0.8 on CentOS 6.3, satisfied all dependencies etc, 
> run the web installer to get things started, but I can't actually get 
> my RT pages to load. I've tried using all of the apache options on 
> web_deployment on the installation pages at bestpractical.com 
> <http://bestpractical.com/> but with no luck.
>
> using mod_fcgi and mod_fcgid I get 404 not found, with a corresponding 
> log entry in /var/log/httpd/error.log of:
>
> File does not exist: /opt/rt4/sbin/rt-server.fcgi
> The file does exist, and won't start manually even when invoked from 
> sbin with ./
>
> Trying the mod_perl apache setup results in Apache failing to start:
>
> Undefined subroutine &main::. called. END failed-- call queue aborted. 
> (/opt/rt4/sbin/../lib/RT.pm:341)
>
>
>
> Any ideas - this has got me totally stuck!
>
> Thanks in advance.
>
>
>
> --------
> We're hiring! http://bestpractical.com/jobs

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From dmsimard at iweb.com  Wed Nov 21 17:01:33 2012
From: dmsimard at iweb.com (David Moreau Simard)
Date: Wed, 21 Nov 2012 17:01:33 -0500
Subject: [rt-users] RT Bug?
In-Reply-To: <20121114144929.GE1537@jibsheet.com>
References: <25c4a7100c088946b88c5a55ecf54ce3@cse-cyrus.unl.edu>
	<CAMOxC8uKPrjYhvYRWzJTtaDh142SnhaJVd5GPCtWCfGhHD-_1Q@mail.gmail.com>
	<50A3A1CA.2020804@iweb.com> <20121114144929.GE1537@jibsheet.com>
Message-ID: <50AD4F3D.4020506@iweb.com>

Hey there,

Just wanted to confirm that it does seem to be a regression.
https://github.com/bestpractical/rt/commits/3.8-trunk/lib/RT/I18N.pm
https://github.com/bestpractical/rt/commit/ccafbd233e4f50bd8ef1889949e91dc6190f495b

That eval seems to be necessary to have a "Fallback" encoding if an 
e-mail is received with an encoding that doesn't exist/isn't recognized.
We've tested the eval inside the 3.8.15 I18N.pm and were able to receive 
e-mails if they're a non-standard encoding again.

For the time being, and I know this is not ideal, we've reverted only 
I18N.pm to our previous version from 3.8.8 and everything works well again.

Feel free to let me know if you have any questions !

*David Moreau Simard*
/   IT Specialist/

On 12-11-14 9:49 AM, Kevin Falcone wrote:
> On Wed, Nov 14, 2012 at 08:51:06AM -0500, David Moreau Simard wrote:
>> Chiming in to say that we're also having this issue on RT version 3.8.15.
>> This other thread also references the issue:
>> http://www.gossamer-threads.com/lists/rt/users/108219
>>
>> Should we expect a fix on the 3.8.x branch as well ? It's a rather
>> inconvenient bug considering it wasn't present before our upgrade
>> from 3.8.8.
> RT 3.8 is only getting critical and security fixes (see paragraph 3 of
> this)
>
> http://blog.bestpractical.com/2012/08/release-scheduling.html
>
> If this is really a regression from 3.8.8 then it's possible we'll
> make a 3.8.16 release, but you're the first person to claim a
> regression.
>
> -kevin
>
>
> --------
> We're hiring! http://bestpractical.com/jobs



From alex at itworx.co.ke  Thu Nov 22 10:29:34 2012
From: alex at itworx.co.ke (Alex Rhys-Hurn)
Date: Thu, 22 Nov 2012 18:29:34 +0300 (EAT)
Subject: [rt-users] howto make a non-privileged user able to only view
	articles
Message-ID: <477802141.2597.1353598174640.JavaMail.root@itworx.co.ke>

Hello, 

Is it even possible to allow a non-privileged user to view only articles in a specific class? 

If so any pointers? 

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 





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From ruz at bestpractical.com  Thu Nov 22 11:12:23 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 22 Nov 2012 20:12:23 +0400
Subject: [rt-users] howto make a non-privileged user able to only view
	articles
In-Reply-To: <477802141.2597.1353598174640.JavaMail.root@itworx.co.ke>
References: <477802141.2597.1353598174640.JavaMail.root@itworx.co.ke>
Message-ID: <CAMOxC8t9SefEE_Fr7gJC4jdAeSh0u+zzns+wfSDNL7diYiJ5XA@mail.gmail.com>

Hi,

As far as I remember articles are not available in self service interface
that is used for unprivileged users.

Making articles more public is on todo list for a while. I don't know how
close it to the top.

On Thu, Nov 22, 2012 at 7:29 PM, Alex Rhys-Hurn <alex at itworx.co.ke> wrote:

> Hello,
>
> Is it even possible to allow a non-privileged user to view only articles
> in a specific class?
>
> If so any pointers?
>
> Many thanks,
>
> Alex
>
>
> --
> Alex Rhys-Hurn  |  ITworX Limited
> P.O. Box 1649, 00502, Karen, Kenya
> Tel: +254 (0) 20 2444824 | Cell: +254 (0) 724 972541
> Web: www.itworx.co.ke
>
>
>
>
>
>
> --------
> We're hiring! http://bestpractical.com/jobs
>
>


-- 
Best regards, Ruslan.
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From ruz at bestpractical.com  Thu Nov 22 13:35:50 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 22 Nov 2012 22:35:50 +0400
Subject: [rt-users] Configure RT4.0.5 to dynamically select database
 running a single instance
In-Reply-To: <1E169F62E55A324397ED72325029E00310DE7C9A@connmbx3>
References: <1E169F62E55A324397ED72325029E00310DE7C9A@connmbx3>
Message-ID: <CAMOxC8u=VXS9Wsc9jFRmAnKp8h1cjj5S4bL3N85+RzUgDDtaNw@mail.gmail.com>

On Mon, Nov 19, 2012 at 6:44 PM, Nigel Henriques
<nigel.henriques at uwaterloo.ca> wrote:
> We have been looking at a couple options to setup RT to run against a
> ?production database?  (eg. rt4) and a ?training database? (eg. rt4-train).
>
>
>
> Is there a simple way to run a single instance of RT and accomplish this?

You can use RT_SITE_CONFIG environment variable to make a virtual host
load a different config pointing at test bed. You still load second
set of mod_perl/fcgi processes to serve second virtual host.

wiki has "multiple instances" document that helps setup several
instances that use the same code base, but different DBs.

If you want only one set of processes then you have to develop it.

> Nigel

-- 
Best regards, Ruslan.


From pcbadger at gmail.com  Thu Nov 22 13:57:32 2012
From: pcbadger at gmail.com (vmos)
Date: Thu, 22 Nov 2012 10:57:32 -0800 (PST)
Subject: [rt-users] RT 4.04 // automatically re-open resolved tickets that
 are replied to and assign to nobody
Message-ID: <1353610652641-51967.post@n7.nabble.com>

Good afternoon, as I'm sure you know RT has a feature wherby if somebody
replies to a ticket that has already been resolved, it gets automatically
re-opened.
That's grand, but I want to add a function so that if such a ticket does get
re-opened, it also gets assigned to nobody, so that it goes back in to the
general queue. 
I've tried modifying the existing auto-open function in global scripts by
changing the action to user defined, but I've been having some trouble 

I've put this (and similar) in the custom action cleanup code

$self->TicketObj->SetOwner( $RT::Nobody->id );
$self->TargetObj->SetStatus('open');
  return 1;

but all it ever does is re-open the ticket. I can't even seem to break it,
never mind get it to do what I want.

Cany anyone point me in the right direction?





--
View this message in context: http://requesttracker.8502.n7.nabble.com/RT-4-04-automatically-re-open-resolved-tickets-that-are-replied-to-and-assign-to-nobody-tp51967.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From JThuau at spacex.com  Thu Nov 22 15:20:52 2012
From: JThuau at spacex.com (Joachim Thuau)
Date: Thu, 22 Nov 2012 20:20:52 +0000
Subject: [rt-users] RT 4.04 // automatically re-open resolved tickets
 that are replied to and assign to nobody
In-Reply-To: <1353610652641-51967.post@n7.nabble.com>
References: <1353610652641-51967.post@n7.nabble.com>
Message-ID: <FA25B2C5-11CA-4900-AC5F-CF680D01EC64@spacex.com>

It might just be a typo (targetObj? Replace with ticketObj?)

Jok

On Nov 22, 2012, at 10:57 AM, "vmos" <pcbadger at gmail.com> wrote:

> Good afternoon, as I'm sure you know RT has a feature wherby if somebody
> replies to a ticket that has already been resolved, it gets automatically
> re-opened.
> That's grand, but I want to add a function so that if such a ticket does get
> re-opened, it also gets assigned to nobody, so that it goes back in to the
> general queue. 
> I've tried modifying the existing auto-open function in global scripts by
> changing the action to user defined, but I've been having some trouble 
> 
> I've put this (and similar) in the custom action cleanup code
> 
> $self->TicketObj->SetOwner( $RT::Nobody->id );
> $self->TargetObj->SetStatus('open');
>  return 1;
> 
> but all it ever does is re-open the ticket. I can't even seem to break it,
> never mind get it to do what I want.
> 
> Cany anyone point me in the right direction?
> 
> 
> 
> 
> 
> --
> View this message in context: http://requesttracker.8502.n7.nabble.com/RT-4-04-automatically-re-open-resolved-tickets-that-are-replied-to-and-assign-to-nobody-tp51967.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> --------
> We're hiring! http://bestpractical.com/jobs


From janniezbedny1887 at gmail.com  Thu Nov 22 19:03:35 2012
From: janniezbedny1887 at gmail.com (=?ISO-8859-2?Q?Jan_Niezb=EAdny?=)
Date: Fri, 23 Nov 2012 01:03:35 +0100
Subject: [rt-users] Reverse Proxy + RT 4.0.4 + mod_auth_cas on CentOS 6
Message-ID: <CAE4WCxSixwWMG9FmBhy-YFXSvPBseBTW06BYszeEjis0=H+TiA@mail.gmail.com>

I want to apache in server with RT think that he have https
configuration, actually he does not because all traffic goes by other
server were stands CAS and apache with reverse proxy.

Below I put some example configuration.
RT_SiteConfig.pm
...
Set($WebPath , "/rt");
#Set($WebBaseURL , "http://localhost");
Set($WebDomain, 'external_domain');
Set($CanonicalizeRedirectURLs, 1);
Set($WebURL, "https://external_domain/");
Set($WebPort, 443);
httpd.conf
#### CAS configuration
CASLoginURL https://external_domain/cas/login
CASValidateURL https://external_domain/cas/validate
CASValidateServer Off
CASVersion 1
CASSSOEnabled On
CASDebug On
CASCookiePath path_for_cookies



ServerName external_domain:80
Listen 443

#NameVirtualHost *:80
#<VirtualHost _default_:80>
<VirtualHost *:443>
	ServerAdmin abcd
	DocumentRoot some_other_path
	LogLevel debug
 	<Location /rt>
		Order allow,deny
		Allow from all
		AuthType CAS
		AuthName "CAS"
		require valid-user
		SetHandler perl-script
		PerlResponseHandler Plack::Handler::Apache2
		PerlSetVar psgi_app /opt/rt4/sbin/rt-server
	</Location>
	<LocationMatch "/NoAuth">
    		Satisfy Any
    		Allow from all
	</LocationMatch>
	<Perl>
		use Plack::Handler::Apache2;
		Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
	</Perl>
</VirtualHost>


From chrisherrmann7 at gmail.com  Thu Nov 22 20:06:43 2012
From: chrisherrmann7 at gmail.com (Chris Herrmann)
Date: Fri, 23 Nov 2012 12:06:43 +1100
Subject: [rt-users] Vote for feature workflow
Message-ID: <CAE+JXUUPMEfuQjT8nFCbc5n8K6YWSAfbgzYHYXRKbaQ9t-=x2Q@mail.gmail.com>

Hi guys,

Apologies if this is documented somewhere... but has anyone
implemented a "+1" "Like" "Vote" type workflow in RT? Basically I
would like a way of trying to get feedback from users on how important
they thing different things are (using it for a bug tracking system)
and prioritising the ones that they vote for.

Or is there a plugin / extension / etc that can be used for this? I've
had a google and found some references to something called
vote-sidebar back in 2009, but can't find a matching extension
anywhere...

We're currently running 3.8 series but would consider upgrading if
this turned out to be a 4.x only type of thing...

Thanks!

Chris


From pcbadger at gmail.com  Fri Nov 23 04:43:07 2012
From: pcbadger at gmail.com (vmos)
Date: Fri, 23 Nov 2012 01:43:07 -0800 (PST)
Subject: [rt-users] RT 4.04 // automatically re-open resolved tickets
 that are replied to and assign to nobody
In-Reply-To: <FA25B2C5-11CA-4900-AC5F-CF680D01EC64@spacex.com>
References: <1353610652641-51967.post@n7.nabble.com>
	<FA25B2C5-11CA-4900-AC5F-CF680D01EC64@spacex.com>
Message-ID: <1353663787326-51971.post@n7.nabble.com>

I tried that thanks, but what's puzzling me is that if I take out the "
$self->TargetObj->SetStatus('open');" it still opens the ticket, as if it's
ignoring the user defined action


Joachim Thuau-4 wrote
> It might just be a typo (targetObj? Replace with ticketObj?)
> 
> Jok
> 
> On Nov 22, 2012, at 10:57 AM, "vmos" &lt;

> pcbadger@

> &gt; wrote:
> 
>> Good afternoon, as I'm sure you know RT has a feature wherby if somebody
>> replies to a ticket that has already been resolved, it gets automatically
>> re-opened.
>> That's grand, but I want to add a function so that if such a ticket does
>> get
>> re-opened, it also gets assigned to nobody, so that it goes back in to
>> the
>> general queue. 
>> I've tried modifying the existing auto-open function in global scripts by
>> changing the action to user defined, but I've been having some trouble 
>> 
>> I've put this (and similar) in the custom action cleanup code
>> 
>> $self->TicketObj->SetOwner( $RT::Nobody->id );
>> $self->TargetObj->SetStatus('open');
>>  return 1;
>> 
>> but all it ever does is re-open the ticket. I can't even seem to break
>> it,
>> never mind get it to do what I want.
>> 
>> Cany anyone point me in the right direction?
>> 
>> 
>> 
>> 
>> 
>> --
>> View this message in context:
>> http://requesttracker.8502.n7.nabble.com/RT-4-04-automatically-re-open-resolved-tickets-that-are-replied-to-and-assign-to-nobody-tp51967.html
>> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>> --------
>> We're hiring! http://bestpractical.com/jobs
> --------
> We're hiring! http://bestpractical.com/jobs





--
View this message in context: http://requesttracker.8502.n7.nabble.com/RT-4-04-automatically-re-open-resolved-tickets-that-are-replied-to-and-assign-to-nobody-tp51967p51971.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From flothow at gip.com  Fri Nov 23 07:44:10 2012
From: flothow at gip.com (Sebastian Flothow)
Date: Fri, 23 Nov 2012 13:44:10 +0100
Subject: [rt-users] Looking for German templates
Message-ID: <50AF6F9A.3000800@gip.com>

Good afternoon,

I just installed RT 4.0.7, but before we can actually use it I need to 
set up German templates. Unfortunately, I couldn't find any in the RT 
wiki nor in the list archives (somewhat surprising actually, since RT 
seems to have good I18N/L10N otherwise).

Does anyone here have German template texts and is willing to share them?
I'm aware they would probably still need some tweaking to match 
organizational peculiarities, but it would be a very welcome starting 
point nonetheless.

Thanks,
Sebastian


From nick.fennell at appliansys.com  Fri Nov 23 07:56:11 2012
From: nick.fennell at appliansys.com (Nick Fennell)
Date: Fri, 23 Nov 2012 12:56:11 +0000
Subject: [rt-users] RT4 - Reject Action
Message-ID: <6D840013-5399-461C-B687-D197EE72D721@appliansys.com>

Hi,

I'm looking to modify the default behaviour of the 'Reject' option displayed at the top right of ticket display.

Ideally, I'd like the Reject button to set Status to 'Rejected' and Update Tyoe to be 'Comments (Not sent to requesters)'.

Additionally, is it possible to add a Reject Action to the Unowned queue in addition to the current 'Take' option?

Thanks.
-- 
Nick Fennell
ApplianSys Support Team Leader

ApplianSys Limited
University of Warwick Science Park
Business Innovation Centre
Harry Weston Road
Coventry CV3 2TX

t: +44 (0) 870 7707 789
s: nick-fennell
www.appliansys.com

Our sales team sells by referral:
Less time looking for customers, more time looking after them

Subscribe: http://eepurl.com/ibKtY



From ruz at bestpractical.com  Fri Nov 23 08:29:36 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 23 Nov 2012 17:29:36 +0400
Subject: [rt-users] RT4 - Reject Action
In-Reply-To: <6D840013-5399-461C-B687-D197EE72D721@appliansys.com>
References: <6D840013-5399-461C-B687-D197EE72D721@appliansys.com>
Message-ID: <CAMOxC8sq_-EQgsqVJg9Oab4HKawBggg4mp0fWkmByFhsZ9J7EA@mail.gmail.com>

On Fri, Nov 23, 2012 at 4:56 PM, Nick Fennell
<nick.fennell at appliansys.com> wrote:
> Hi,
>
> I'm looking to modify the default behaviour of the 'Reject' option displayed at the top right of ticket display.
>
> Ideally, I'd like the Reject button to set Status to 'Rejected' and Update Tyoe to be 'Comments (Not sent to requesters)'.

Read about lifecycles. You can do this in config.

> Additionally, is it possible to add a Reject Action to the Unowned queue in addition to the current 'Take' option?

Just take a look at how Take is implemented. It's just a matter of
seting up format string for the search with custom link that passes
status to Display.html or Update.html.


> Thanks.
> --
> Nick Fennell
> ApplianSys Support Team Leader
>
> ApplianSys Limited
> University of Warwick Science Park
> Business Innovation Centre
> Harry Weston Road
> Coventry CV3 2TX
>
> t: +44 (0) 870 7707 789
> s: nick-fennell
> www.appliansys.com
>
> Our sales team sells by referral:
> Less time looking for customers, more time looking after them
>
> Subscribe: http://eepurl.com/ibKtY
>
> --------
> We're hiring! http://bestpractical.com/jobs



-- 
Best regards, Ruslan.


From Jim.Tambling at datatote.co.uk  Fri Nov 23 08:39:59 2012
From: Jim.Tambling at datatote.co.uk (Jim Tambling)
Date: Fri, 23 Nov 2012 13:39:59 -0000
Subject: [rt-users] Hiding "Input must match"
Message-ID: <EDB8BFBCDD207B4494EEF8BBBB05AA6EAE1D99@mail.sys.internal>

Hi,

 

I have created a mandatory custom field for IP addresses. I use a regex
to ensure it is a valid IP address. Is there any way of hiding the
"Input must match" portion? At present my CF looks like this:

 

Source IP

Enter one value                

Input must match
\b(25[0-5]|2[0-4][0-9]|[01]?[0-9][0-9]?)\.(25[0-5]|2[0-4][0-9]|[01]?[0-9
][0-9]?)\.(25[0-5]|2[0-4][0-9]|[01]?[0-9][0-9]?)\.(25[0-5]|2[0-4][0-9]|[
01]?[0-9][0-9]?)\b

 

Which is a bit unsightly. Anyway to hide the regex?

 

Regards, Jim

 

P.S. RT 3.8.2

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From ruz at bestpractical.com  Fri Nov 23 08:48:23 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 23 Nov 2012 17:48:23 +0400
Subject: [rt-users] Looking for German templates
In-Reply-To: <50AF6F9A.3000800@gip.com>
References: <50AF6F9A.3000800@gip.com>
Message-ID: <CAMOxC8uLH06tEmXAU=Mu0MZPghFDg086Fe=ayqAJoU_312HHCA@mail.gmail.com>

On Fri, Nov 23, 2012 at 4:44 PM, Sebastian Flothow <flothow at gip.com> wrote:
> Good afternoon,
>
> I just installed RT 4.0.7, but before we can actually use it I need to set
> up German templates. Unfortunately, I couldn't find any in the RT wiki nor
> in the list archives (somewhat surprising actually, since RT seems to have
> good I18N/L10N otherwise).
>
> Does anyone here have German template texts and is willing to share them?
> I'm aware they would probably still need some tweaking to match
> organizational peculiarities, but it would be a very welcome starting point
> nonetheless.

First request like this and I didn't see anybody posting templates translations.

> Thanks,
> Sebastian
> --------
> We're hiring! http://bestpractical.com/jobs



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Fri Nov 23 09:27:43 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 23 Nov 2012 18:27:43 +0400
Subject: [rt-users] Hiding "Input must match"
In-Reply-To: <EDB8BFBCDD207B4494EEF8BBBB05AA6EAE1D99@mail.sys.internal>
References: <EDB8BFBCDD207B4494EEF8BBBB05AA6EAE1D99@mail.sys.internal>
Message-ID: <CAMOxC8uWUtpPsJ4sf8bFP-bB=UTNB9NJ1MAHYfB3p2tuY-wPRQ@mail.gmail.com>

On Fri, Nov 23, 2012 at 5:39 PM, Jim Tambling
<Jim.Tambling at datatote.co.uk> wrote:
> Hi,
>
>
>
> I have created a mandatory custom field for IP addresses. I use a regex to
> ensure it is a valid IP address. Is there any way of hiding the ?Input must
> match? portion? At present my CF looks like this:
>
>
>
> Source IP
>
> Enter one value
>
> Input must match
> \b(25[0-5]|2[0-4][0-9]|[01]?[0-9][0-9]?)\.(25[0-5]|2[0-4][0-9]|[01]?[0-9][0-9]?)\.(25[0-5]|2[0-4][0-9]|[01]?[0-9][0-9]?)\.(25[0-5]|2[0-4][0-9]|[01]?[0-9][0-9]?)\b
>
>
>
> Which is a bit unsightly. Anyway to hide the regex?
>

Use a comment in the beginning of the regexp. Take a look at how
mandatory regexp looks.

> Regards, Jim
>
>
>
> P.S. RT 3.8.2
>
>
> --------
> We're hiring! http://bestpractical.com/jobs
>



-- 
Best regards, Ruslan.


From Jim.Tambling at datatote.co.uk  Fri Nov 23 09:39:52 2012
From: Jim.Tambling at datatote.co.uk (Jim Tambling)
Date: Fri, 23 Nov 2012 14:39:52 -0000
Subject: [rt-users] Hiding "Input must match"
References: <EDB8BFBCDD207B4494EEF8BBBB05AA6EAE1D99@mail.sys.internal>
	<CAMOxC8uWUtpPsJ4sf8bFP-bB=UTNB9NJ1MAHYfB3p2tuY-wPRQ@mail.gmail.com>
Message-ID: <EDB8BFBCDD207B4494EEF8BBBB05AA6EAE1DA8@mail.sys.internal>

Thanks Ruslan, my forms are looking a lot less cluttered.

Regards, Jim

-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: 23 November 2012 14:28
To: Jim Tambling
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Hiding "Input must match"

On Fri, Nov 23, 2012 at 5:39 PM, Jim Tambling <Jim.Tambling at datatote.co.uk> wrote:
> Hi,
>
>
>
> I have created a mandatory custom field for IP addresses. I use a 
> regex to ensure it is a valid IP address. Is there any way of hiding 
> the ?Input must match? portion? At present my CF looks like this:
>
>
>
> Source IP
>
> Enter one value
>
> Input must match
> \b(25[0-5]|2[0-4][0-9]|[01]?[0-9][0-9]?)\.(25[0-5]|2[0-4][0-9]|[01]?[0
> -9][0-9]?)\.(25[0-5]|2[0-4][0-9]|[01]?[0-9][0-9]?)\.(25[0-5]|2[0-4][0-
> 9]|[01]?[0-9][0-9]?)\b
>
>
>
> Which is a bit unsightly. Anyway to hide the regex?
>

Use a comment in the beginning of the regexp. Take a look at how mandatory regexp looks.

> Regards, Jim
>
>
>
> P.S. RT 3.8.2
>
>
> --------
> We're hiring! http://bestpractical.com/jobs
>



--
Best regards, Ruslan.

From Jim.Tambling at datatote.co.uk  Fri Nov 23 10:46:15 2012
From: Jim.Tambling at datatote.co.uk (Jim Tambling)
Date: Fri, 23 Nov 2012 15:46:15 -0000
Subject: [rt-users] Disable Jumbo updates
Message-ID: <EDB8BFBCDD207B4494EEF8BBBB05AA6EAE1DB2@mail.sys.internal>

Hello,

 

Is there a way to make the Jumbo link a privileged one? So only certain
users or group members have access to it?

 

Regards, Jim

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From ruz at bestpractical.com  Fri Nov 23 13:10:11 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 23 Nov 2012 22:10:11 +0400
Subject: [rt-users] Disable Jumbo updates
In-Reply-To: <EDB8BFBCDD207B4494EEF8BBBB05AA6EAE1DB2@mail.sys.internal>
References: <EDB8BFBCDD207B4494EEF8BBBB05AA6EAE1DB2@mail.sys.internal>
Message-ID: <CAMOxC8uqXZYNDKSLPcf6TRigZgBgWxU5hZp2U+04VWs8=2XiSw@mail.gmail.com>

Hi,

autohandler has plenty callbacks you can use to bail out quickly.
Elements/Tabs has also callbacks to hide a link.

On Fri, Nov 23, 2012 at 7:46 PM, Jim Tambling
<Jim.Tambling at datatote.co.uk> wrote:
> Hello,
>
>
>
> Is there a way to make the Jumbo link a privileged one? So only certain
> users or group members have access to it?
>
>
>
> Regards, Jim
>
>
> --------
> We're hiring! http://bestpractical.com/jobs
>



-- 
Best regards, Ruslan.


From arnon at easydns.com  Fri Nov 23 13:34:24 2012
From: arnon at easydns.com (Arnon Clark)
Date: Fri, 23 Nov 2012 13:34:24 -0500
Subject: [rt-users] Shredder not shredding attachments?
Message-ID: <50AFC1B0.6080903@easydns.com>

So I'm running validator and getting the following error for a few tickets :

example :

Record #600816 in Attachments references not existent record in Attachments
     Parent => '600813' => id
     Attachment #600816 -> Txn #1567423, Transaction #1567423 -> object 
RT::Ticket #187697

I attempted to fix this using shredder for ticket ID 187697 
(succesfully), but am still getting the error. How do I shred the 
attachment itself? I'm afraid I'm not sure what the query would be.

Many thanks for any assistance

Arnon







From mutaahir at gmail.com  Sat Nov 24 11:56:24 2012
From: mutaahir at gmail.com (mutaahir)
Date: Sat, 24 Nov 2012 21:56:24 +0500
Subject: [rt-users] RT4 - Ubuntu 12.04- Apache2 - Fastcgi
Message-ID: <CAPQKfpMLO=t1YLp=hya+Pd0cobr+P_KCtJLPfnVM=8F7m2-=Wg@mail.gmail.com>

Hi All,

I have a Ubuntu 12.04 server installed on my machine. I am trying to
install request-tracker4. Here's what I have done so far :

a) Installed request-tracker via "`sudo apt-get install request-tracker4`"
b) I then tried configuring RT_SiteConfig.pm in `/etc/request-tracker4` but
then ran into problems in populating the MySQL database.
c) I then did `sudo dpkg-reconfigure request-tracker4`
d) It solved my problems of not being able to populate / setup mysql etc.
e) Now, I am trying to setup rt under `www.mydomain.com/rt`

I have read various how-to's and bestpractical's own guides but I am not
very much a expert in Apache configurations so stuck.

My Current Ubuntu 12.04 server setup:

Apache2, Fastcgi installed (checked in `/etc/apache2/mods-enabled`
Web Server document root is default `/var/www/`
Web user `www-data`

*Question is *:

1 ) Where and What shall I put in Apache configuration to start using RT
via the web-interface ?

I have seen two files in `/etc/request-tracker4/`

`apache2-fastcgi.conf` and `apache2-fcgid.conf`
I even tried making a `ln -s apache2-fastcgi.conf /etc/apache2/conf.d` but
when I tried opening that file in root while in the conf.d directory it
said `too many levels`.

Any request tracker experts on ubuntu ?:-)

Your help will be very useful and appreciated
Thanks !!
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From telmo.cardoso at gmail.com  Mon Nov 26 07:15:33 2012
From: telmo.cardoso at gmail.com (Telmo Cardoso)
Date: Mon, 26 Nov 2012 12:15:33 +0000
Subject: [rt-users] (no subject)
Message-ID: <CALWkshpBYzn-BbQt++1yDZBONDEQr7uOTuphm=P5i+JtCYDHJA@mail.gmail.com>

Hi,

I apologize for the abominations I'll probably say :)

I was put in charge of administrating an RT 4 installation (already
installed) and I have no knowledge of Perl.

I configured all that I could using the admin access, but now I also need
to work with SLA using business days only. I have found
http://requesttracker.wikia.com/wiki/DueDateinBusinessHours that I can
use/adapt in my needs, but it uses Business::Hours library, that I have no
idea on how to install.

I have requested and ssh (not root) request to server. So any help in next
steps?

Also I'll need to remove the time tickets are stalled from the due time
(because that will depend on client and not on our side). Any idea if any
scrips was already done for it?

Thanks,
   Telmo Cardoso
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From ruz at bestpractical.com  Mon Nov 26 08:21:36 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 26 Nov 2012 17:21:36 +0400
Subject: [rt-users] (no subject)
In-Reply-To: <CALWkshpBYzn-BbQt++1yDZBONDEQr7uOTuphm=P5i+JtCYDHJA@mail.gmail.com>
References: <CALWkshpBYzn-BbQt++1yDZBONDEQr7uOTuphm=P5i+JtCYDHJA@mail.gmail.com>
Message-ID: <CAMOxC8upxkPMo0nQVWM0aN9v00_AkGABk2Bj2jkYCsjiZnkxVw@mail.gmail.com>

Hi,

Have you considered RT::Extension::SLA [1]?

[1] http://search.cpan.org/~tsibley/RT-Extension-SLA-0.07/lib/RT/Extension/SLA.pm

On Mon, Nov 26, 2012 at 4:15 PM, Telmo Cardoso <telmo.cardoso at gmail.com> wrote:
> Hi,
>
> I apologize for the abominations I'll probably say :)
>
> I was put in charge of administrating an RT 4 installation (already
> installed) and I have no knowledge of Perl.
>
> I configured all that I could using the admin access, but now I also need to
> work with SLA using business days only. I have found
> http://requesttracker.wikia.com/wiki/DueDateinBusinessHours that I can
> use/adapt in my needs, but it uses Business::Hours library, that I have no
> idea on how to install.
>
> I have requested and ssh (not root) request to server. So any help in next
> steps?
>
> Also I'll need to remove the time tickets are stalled from the due time
> (because that will depend on client and not on our side). Any idea if any
> scrips was already done for it?
>
> Thanks,
>    Telmo Cardoso
> --------
> We're hiring! http://bestpractical.com/jobs
>



-- 
Best regards, Ruslan.


From flothow at gip.com  Mon Nov 26 08:52:16 2012
From: flothow at gip.com (Sebastian Flothow)
Date: Mon, 26 Nov 2012 14:52:16 +0100
Subject: [rt-users] Terminating rt-server.fcgi gracefully
Message-ID: <50B37410.2050806@gip.com>

Hi,

I'm running RT 4.0.7 under Apache/mod_fastcgi.

So far I've resorted to a simple "killall rt-server.fcgi" to restart the 
RT processes whenever I change RT_SiteConfig.pm, but there is probably 
some risk of killing a process mid-transaction, which I want to avoid.

Is there a way to have rt-server.fcgi terminate gracefully, i.e. such 
that any currently running request is completed before exiting?


perldoc rt-server.fcgi unfortunately only provides documentation for 
standalone mode, not FCGI mode.


Thanks,
Sebastian


From ptomblin at xcski.com  Mon Nov 26 08:55:30 2012
From: ptomblin at xcski.com (Paul Tomblin)
Date: Mon, 26 Nov 2012 08:55:30 -0500
Subject: [rt-users] Terminating rt-server.fcgi gracefully
In-Reply-To: <50B37410.2050806@gip.com>
References: <50B37410.2050806@gip.com>
Message-ID: <CAJCD8L8L+BrqugW9EJZtzPJfHENSFB3nmVBNCSQvrpeUY1uUYg@mail.gmail.com>

On Mon, Nov 26, 2012 at 8:52 AM, Sebastian Flothow <flothow at gip.com> wrote:

> Is there a way to have rt-server.fcgi terminate gracefully, i.e. such that
> any currently running request is completed before exiting?
>

I'm pretty sure "/etc/init.d/apache2 reload" will do that.

-- 
http://www.linkedin.com/in/paultomblin
http://careers.stackoverflow.com/ptomblin
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From ruz at bestpractical.com  Mon Nov 26 11:11:18 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 26 Nov 2012 20:11:18 +0400
Subject: [rt-users] (no subject)
In-Reply-To: <CALWkshqPqpjyC=s3wqBqZH9DLAQqp-tTd=aWs42txDt4Q5kvug@mail.gmail.com>
References: <CALWkshpBYzn-BbQt++1yDZBONDEQr7uOTuphm=P5i+JtCYDHJA@mail.gmail.com>
	<CAMOxC8upxkPMo0nQVWM0aN9v00_AkGABk2Bj2jkYCsjiZnkxVw@mail.gmail.com>
	<CALWkshqPqpjyC=s3wqBqZH9DLAQqp-tTd=aWs42txDt4Q5kvug@mail.gmail.com>
Message-ID: <CAMOxC8tbA8n5HnPrmoZ0UeQ76u_qrXQhqduSLN_L5JaEuEY_-g@mail.gmail.com>

On Mon, Nov 26, 2012 at 7:13 PM, Telmo Cardoso <telmo.cardoso at gmail.com> wrote:
> I'v seen that also, but remember I'm a newb. So I think installing an
> extension and learning to work with it could be more trouble than installing
> a small library and using an existent scrips.
>
> Can you send the commands one need to run in order to install the library?
> And what service I need to restart, if any.

download tar.gz
tar -xzvf RT-Extension-...
cd RT-Extension-SLA-...

follow:
http://search.cpan.org/~tsibley/RT-Extension-SLA-0.07/lib/RT/Extension/SLA.pm#INSTALL

restart web server.

> Thanks
>
>    Telmo Cardoso

-- 
Best regards, Ruslan.


From falcone at bestpractical.com  Mon Nov 26 12:05:00 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 26 Nov 2012 12:05:00 -0500
Subject: [rt-users] howto make a non-privileged user able to only view
 articles
In-Reply-To: <477802141.2597.1353598174640.JavaMail.root@itworx.co.ke>
References: <477802141.2597.1353598174640.JavaMail.root@itworx.co.ke>
Message-ID: <20121126170500.GA23487@jibsheet.com>

On Thu, Nov 22, 2012 at 06:29:34PM +0300, Alex Rhys-Hurn wrote:
> Is it even possible to allow a non-privileged user to view only articles in a specific class? 

Unfortunately, Articles are only currently searchable globally, not on
a per-class basis, from SelfService.

This is a restriction of the old implementation and will hopefully be
fixed.

-kevin
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From trs at bestpractical.com  Mon Nov 26 13:44:03 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 26 Nov 2012 10:44:03 -0800
Subject: [rt-users] RT 4.04 // automatically re-open resolved tickets
 that are replied to and assign to nobody
In-Reply-To: <1353663787326-51971.post@n7.nabble.com>
References: <1353610652641-51967.post@n7.nabble.com>
	<FA25B2C5-11CA-4900-AC5F-CF680D01EC64@spacex.com>
	<1353663787326-51971.post@n7.nabble.com>
Message-ID: <50B3B873.1080500@bestpractical.com>

On 11/23/2012 01:43 AM, vmos wrote:
> I tried that thanks, but what's puzzling me is that if I take out the "
> $self->TargetObj->SetStatus('open');" it still opens the ticket, as if it's
> ignoring the user defined action

The User Defined code is only run if the Condition or Action is "User
Defined".  If you pick a built-in condition/action, the code you enter
is ignored and never run.



From trs at bestpractical.com  Mon Nov 26 13:47:56 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 26 Nov 2012 10:47:56 -0800
Subject: [rt-users] RT Bug?
In-Reply-To: <50AD4F3D.4020506@iweb.com>
References: <25c4a7100c088946b88c5a55ecf54ce3@cse-cyrus.unl.edu>
	<CAMOxC8uKPrjYhvYRWzJTtaDh142SnhaJVd5GPCtWCfGhHD-_1Q@mail.gmail.com>
	<50A3A1CA.2020804@iweb.com> <20121114144929.GE1537@jibsheet.com>
	<50AD4F3D.4020506@iweb.com>
Message-ID: <50B3B95C.7070501@bestpractical.com>

On 11/21/2012 02:01 PM, David Moreau Simard wrote:
> Hey there,
> 
> Just wanted to confirm that it does seem to be a regression.
> https://github.com/bestpractical/rt/commits/3.8-trunk/lib/RT/I18N.pm
> https://github.com/bestpractical/rt/commit/ccafbd233e4f50bd8ef1889949e91dc6190f495b
> 
> That eval seems to be necessary to have a "Fallback" encoding if an
> e-mail is received with an encoding that doesn't exist/isn't recognized.
> We've tested the eval inside the 3.8.15 I18N.pm and were able to receive
> e-mails if they're a non-standard encoding again.

This behaviour is fixed and improved in 4.0.  Upgrading when you can is
your best bet.  I don't believe 3.8 will see more work in this code, as
our energy is going into 4.0 and the next major release series, 4.2.

> For the time being, and I know this is not ideal, we've reverted only
> I18N.pm to our previous version from 3.8.8 and everything works well again.

I understand your motivation, but I'm leery of the compatibility of
this.  Please mention how your I18N.pm is special if you're debugging
encoding issues on the list in the future.


From trs at bestpractical.com  Mon Nov 26 13:50:13 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 26 Nov 2012 10:50:13 -0800
Subject: [rt-users] RT email address with server name
In-Reply-To: <CAE9VTQJiRHSd-KKW8bFu5E2xtbZc_MmLHADaiwB1bCBnT4T-Mg@mail.gmail.com>
References: <CAE9VTQJiRHSd-KKW8bFu5E2xtbZc_MmLHADaiwB1bCBnT4T-Mg@mail.gmail.com>
Message-ID: <50B3B9E5.9040304@bestpractical.com>

On 11/21/2012 07:44 AM, testwreq wreq wrote:
> Our RT server is rt4 at sc.sbu.edu <mailto:rt4 at sc.sbu.edu>
>  
> When our external users send email to RT (rt4 at sc.sbu.edu
> <mailto:rt4 at sc.sbu.edu>) -> the mail from our exchange server gets
> forwarded to rt4 at rt4.sc.sbu.edu <mailto:rt4 at rt4.sc.sbu.edu> -> a message
> of communication is then created in RT
>  
> Wed Nov 21 09:26:59 2012Kate Rul - Ticket created[
> Subject:	test from kate
> Date:	Wed, 21 Nov 2012 14:27:08 +0000
> To:	
> 
> "RT4, Tracker" rt4 at rt4.sc.sbu.edu <mailto:rt4 at rt4.sc.sbu.edu>
> 
> From:	
> 
>  Kate Rulkrul at sc.sbu.edu <mailto:Rulkrul at sc.sbu.edu> 
> 
> When RT responds back to the request, the user who created the request,
> get the address  rt4 at rt4.sc.sbu.edu <mailto:rt4 at rt4.sc.sbu.edu>; Within
> RT can this address somehow be changed to rt4 at sc.sbu.edu
> <mailto:rt4 at sc.sbu.edu> because somewhere in the email flow, when users
> respond to the email, they are unable to directly deliver it to
> rt4 at rt4.sc.sbu.edu <mailto:rt4 at rt4.sc.sbu.edu>

Change your queue's correspond/comment addresses and check the globally
configured one in RT_SiteConfig.pm.



From emory-lundberg at uiowa.edu  Mon Nov 26 14:24:24 2012
From: emory-lundberg at uiowa.edu (Lundberg, Emory)
Date: Mon, 26 Nov 2012 13:24:24 -0600
Subject: [rt-users] custom actions for inserting multiple mixed v4/v6 IP
	addresses into a custom field
In-Reply-To: <mailman.63.1347458722.4579.rt-users@lists.bestpractical.com>
References: <mailman.63.1347458722.4579.rt-users@lists.bestpractical.com>
Message-ID: <2324DF52-5765-478D-BD3B-BACA2FE46A28@uiowa.edu>

On Sep 5, 2012, at 11:00 AM, Kevin Falcone wrote:

> I'd suggest looking at what RTIR's IP address parsing routines are 
> doing.


To revisit this, I was able to get a scrip that would pick up the first 
occurrence of an address using a loop, but it would not pick up other 
instances of a match.

In light of that, I suspect having RTIR_FindIP.pm pick up those IP 
addresses in transactions like RTIR would be less rickety and suck-prone 
for someone that isn't me one day having the unfortunate task of 
following in my shoes, but I'm not sure how to include that 
RTIR_FindIP.pm's logic in RT.

Is it better to:

1. implement RTIR_FindIP.pm's voodoo as a scrip
2. hook RTIR_FindIP.pm and its dependancies into my RT as a local plugin
3. some other non-wrong option that I don't know?

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From testwreq at gmail.com  Mon Nov 26 15:36:42 2012
From: testwreq at gmail.com (testwreq wreq)
Date: Mon, 26 Nov 2012 15:36:42 -0500
Subject: [rt-users] how to extract open tickets from rt 3.8.2 to 4.0.8
	installation
Message-ID: <CAE9VTQJ2NfTFKUX1MBGDs5L1VBAsY46kTUfMBdh95AF6zbVeBw@mail.gmail.com>

We have a new installation on ubuntu of RT 4.0.8; Our current RT 3.8.2 is
on CentOS.

Is there a way to extract all open tickets from the current system and
export them into the new system?

Thanks much!
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From ruz at bestpractical.com  Mon Nov 26 16:56:40 2012
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 27 Nov 2012 01:56:40 +0400
Subject: [rt-users] custom actions for inserting multiple mixed v4/v6 IP
 addresses into a custom field
In-Reply-To: <2324DF52-5765-478D-BD3B-BACA2FE46A28@uiowa.edu>
References: <mailman.63.1347458722.4579.rt-users@lists.bestpractical.com>
	<2324DF52-5765-478D-BD3B-BACA2FE46A28@uiowa.edu>
Message-ID: <CAMOxC8uFXvgzuufJMs1ZRSoOuwkOeB-BnOtA3HzikYxDfT2Bkg@mail.gmail.com>

On Mon, Nov 26, 2012 at 11:24 PM, Lundberg, Emory
<emory-lundberg at uiowa.edu> wrote:
> On Sep 5, 2012, at 11:00 AM, Kevin Falcone wrote:
>
> I'd suggest looking at what RTIR's IP address parsing routines are doing.
>
> To revisit this, I was able to get a scrip that would pick up the first
> occurrence of an address using a loop, but it would not pick up other
> instances of a match.
>
> In light of that, I suspect having RTIRFindIP.pm pick up those IP addresses
> in transactions like RTIR would be less rickety and suck-prone for someone
> that isn't me one day having the unfortunate task of following in my shoes,
> but I'm not sure how to include that RTIRFindIP.pm's logic in RT.
> 
Is it better to:
>
> implement RTIR_FindIP.pm's voodoo as a scrip
> hook RTIR_FindIP.pm and its dependancies into my RT as a local plugin
> some other non-wrong option that I don't know?

Well, RTIR's FindIP scrip is very self contained. I don't mind it
transfering into
RT::Extension::ExtractIPs with more configuration options. It makes sense
considering that code to support IP custom fields migrated from RTIR to RT.
If this extension would be generic and configurable enough. RTIR can just
switch over the extension one day.

> --------
> We're hiring! http://bestpractical.com/jobs

-- 
Best regards, Ruslan.


From phatbuckett at gmail.com  Mon Nov 26 17:50:58 2012
From: phatbuckett at gmail.com (Darren Spruell)
Date: Mon, 26 Nov 2012 15:50:58 -0700
Subject: [rt-users] RT setup and Postgres object ownership
Message-ID: <CAKVSOJXzdUAa_z53t6_p0XJ8h-oi2hxfM_Ms-+vR79op5pywkQ@mail.gmail.com>

Recent user of RT on PostgreSQL backend (a couple of years on MySQL)
and have been struggling to understand something related to DB access
privileges under postgres with RT's setup.

I don't understand how the default ownership/rights after the RT
setup, done using the postgres superuser (DBA), allow the RT user to
have read/write access to RT objects. What I got:

# Database ownership set to Pg superuser. No privileges for other roles present.
postgres=# \l+
   Name    |     Owner      | Encoding |   Collate   |    Ctype    |
Access privileges   |  Size   | Tablespace |
Description
-----------+----------------+----------+-------------+-------------+-----------------------+---------+------------+--------------------------------------------
 rt4       | postgres       | UTF8     | en_US.UTF-8 | en_US.UTF-8 |
                    | 9061 kB | pg_default |


# Only a single schema, "public". Only Pg superuser granted explicit
privileges; no privileges for other roles present.
rt4=# \dn+
                          List of schemas
  Name  |  Owner   |  Access privileges   |      Description
--------+----------+----------------------+------------------------
 public | postgres | postgres=UC/postgres+| standard public schema
        |          | =UC/postgres


# Owner of all tables is also DB superuser (by inheritance, I'm assuming).
rt4=# \dt+
                               List of relations
 Schema |          Name           | Type  |  Owner   |    Size    | Description
--------+-------------------------+-------+----------+------------+-------------
 public | acl                     | table | postgres | 40 kB      |
 public | articles                | table | postgres | 8192 bytes |
 public | attachments             | table | postgres | 72 kB      |
 public | attributes              | table | postgres | 96 kB      |
 public | cachedgroupmembers      | table | postgres | 48 kB      |
 public | classes                 | table | postgres | 16 kB      |
 public | customfields            | table | postgres | 16 kB      |
 public | customfieldvalues       | table | postgres | 88 kB      |
 public | groupmembers            | table | postgres | 8192 bytes |
 public | groups                  | table | postgres | 48 kB      |
 public | links                   | table | postgres | 16 kB      |
 public | objectclasses           | table | postgres | 8192 bytes |
 public | objectcustomfields      | table | postgres | 40 kB      |
 public | objectcustomfieldvalues | table | postgres | 16 kB      |
 public | objecttopics            | table | postgres | 0 bytes    |
 public | principals              | table | postgres | 40 kB      |
 public | queues                  | table | postgres | 16 kB      |
 public | scripactions            | table | postgres | 16 kB      |
 public | scripconditions         | table | postgres | 16 kB      |
 public | scrips                  | table | postgres | 48 kB      |
 public | sessions                | table | postgres | 160 kB     |
 public | templates               | table | postgres | 48 kB      |
 public | tickets                 | table | postgres | 8192 bytes |
 public | topics                  | table | postgres | 8192 bytes |
 public | transactions            | table | postgres | 48 kB      |
 public | users                   | table | postgres | 16 kB      |


I'm guessing this is more a a postgres access privileges topic than a
RT topic - but curious how the application DB user has privileges to
these objects, and also why the default installation doesn't set the
app user (rt_user) as the owner of the database and then allow
inheritance to set ownership on child objects.

-- 
Darren Spruell
phatbuckett at gmail.com


From trs at bestpractical.com  Mon Nov 26 18:02:53 2012
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 26 Nov 2012 15:02:53 -0800
Subject: [rt-users] RT setup and Postgres object ownership
In-Reply-To: <CAKVSOJXzdUAa_z53t6_p0XJ8h-oi2hxfM_Ms-+vR79op5pywkQ@mail.gmail.com>
References: <CAKVSOJXzdUAa_z53t6_p0XJ8h-oi2hxfM_Ms-+vR79op5pywkQ@mail.gmail.com>
Message-ID: <50B3F51D.1010103@bestpractical.com>

On 11/26/2012 02:50 PM, Darren Spruell wrote:
> I don't understand how the default ownership/rights after the RT
> setup, done using the postgres superuser (DBA), allow the RT user to
> have read/write access to RT objects.

RT runs the etc/acl.Pg file during install and etc/upgrade/*/acl.Pg
during upgrade.  This file generates GRANT commands to run for the
application user.  See the output of "\dp" in psql for what permissions
are currently granted.

There are similar acl.* files for other database types, as necessary.

> I'm guessing this is more a a postgres access privileges topic than a
> RT topic - but curious how the application DB user has privileges to
> these objects, and also why the default installation doesn't set the
> app user (rt_user) as the owner of the database and then allow
> inheritance to set ownership on child objects.

Making the application user the owner would allow the user to do much,
much more than the SELECT, INSERT, UPDATE, and DELETE currently allowed
of it.  It's poor practice to give the application user more privileges
than necessary in case the front end is compromised by a malicious user.


From tjg at soe.ucsc.edu  Mon Nov 26 23:05:30 2012
From: tjg at soe.ucsc.edu (Tim Gustafson)
Date: Mon, 26 Nov 2012 20:05:30 -0800
Subject: [rt-users] Merging RT Installations
Message-ID: <CAG27QgSLtJ8W69HN+Qg-sC6BtaZigQHk+dxK87H0dxfpHzc7BQ@mail.gmail.com>

Hi,

We have a handful of RT installations on campus, and we'd like to
merge them together, and we'd like to retain ticket history.  That
means that we need a way to import tickets from one system to another,
keeping in mind that there may be duplicate ticket numbers involved.
We're OK with ticket numbers changing - that's unfortunate, but
unavoidable.

Is there any tool that allows us to import all the tickets (and
comments, attachments, queues, groups, users, etc) from one RT system
to another?

-- 

Tim Gustafson
tjg at soe.ucsc.edu
831-459-5354
Baskin Engineering, Room 313A


From juanjillo at gmail.com  Tue Nov 27 05:47:44 2012
From: juanjillo at gmail.com (Juanjo)
Date: Tue, 27 Nov 2012 11:47:44 +0100
Subject: [rt-users] Problem with CPAN and prerequisites for RT 4.0.5
Message-ID: <CACMXBdtVe13ubKHNp7xQ6sqnUS_jkLj0=UA1H24Nxw2PxZgKdA@mail.gmail.com>

Hi to all.

I have some troubles with Plack::Handler::Starlet, in a frest install of
Centos 6.3 X64 on a esx5.1 host

Update system and installed prerequisites (gcc, make, CPAM, YAML...)

Update to CPAN v19800
# cpan
cpan> install CPAN
cpan> reload CPAN
cpan> reload index
cpan> install Bundle::CPAN

All seems ok.

cpan[1]> install
Bundle::CPAN

CPAN: Storable loaded ok (v2.20)
Reading '/root/.cpan/Metadata'
  Database was generated on Tue, 27 Nov 2012 08:31:03 GMT
CPAN: Module::CoreList loaded ok (v2.18)
ExtUtils::MakeMaker is up to date (6.62).
Test::Harness is up to date (3.25).
ExtUtils::CBuilder is up to date (0.280205).
File::Temp is up to date (0.22).
Test::More is up to date (0.98).
Data::Dumper is up to date (2.136).
IO::Compress::Base is up to date (2.058).
Compress::Zlib is up to date (2.058).
IO::Zlib is up to date (1.10).
Archive::Tar is up to date (1.90).
Module::Build is up to date (0.4003).
File::Spec is up to date (3.33).
Digest::SHA is up to date (5.74).
File::HomeDir is up to date (1.00).
Archive::Zip is up to date (1.30).
Net::FTP is up to date (2.77).
Term::ReadKey is up to date (2.30).
Term::ReadLine::Perl is up to date (1.0303).
YAML is up to date (0.84).
Parse::CPAN::Meta is up to date (1.4404).
Text::Glob is up to date (0.09).
CPAN is up to date (1.9800).
File::Which is up to date (1.09).

But in a "make fixdeps" previously to install RT 4.0.5 y get this error:

Installing /usr/local/share/man/man3/Convert::Color.3pm
  PEVANS/Convert-Color-0.08.tar.gz
  ./Build install  -- OK

SOME DEPENDENCIES WERE MISSING.
PSGI missing dependencies:
        Plack::Handler::Starlet ...MISSING
                Can't locate Plack/Handler/Starlet.pm in @INC (@INC
contains: /usr/local/lib64/perl5 /usr/local/share/perl5
/usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5
/usr/share/perl5 /root/tmp/rt-4.0.5)
CORE missing dependencies:
        MIME::Entity ...MISSING
                Can't locate MIME/Entity.pm in @INC (@INC contains:
/usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl
/usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5
/root/tmp/rt-4.0.5)
make: *** [fixdeps] Error 1

If i try to install Plack::Handler::Starlet manually i get this error:

cpan[1]> install
Plack::Handler::Starlet

CPAN: Storable loaded ok (v2.20)

t/02graceful.t ....... 1/? [Test::TCP] Child process does not block(PID:
26280, PPID: 26279) at /usr/local/share/perl5/Test/TCP.pm line 121.
t/02graceful.t ....... ok
t/03post.t ........... 26292 at t/03post.t line 9.
Plack::Handler::Starlet: Accepting connections at http://0:50778/
127.0.0.1 - - [27/Nov/2012:11:43:36 +0100] "POST / HTTP/1.1" 200 3 "-"
"libwww-perl/6.04"
t/03post.t ........... ok
t/04-bumpy-life.t .... ok
t/05server-header.t .. 1/?
#   Failed test at t/05server-header.t line 14.
Use of uninitialized value $this in pattern match (m//) at
t/05server-header.t line 15.

#   Failed test at t/05server-header.t line 15.
#                   undef
#     doesn't match '(?-xism:Starlet)'
Use of uninitialized value $this in pattern match (m//) at
t/05server-header.t line 16.

#   Failed test at t/05server-header.t line 19.
Use of uninitialized value $this in pattern match (m//) at
t/05server-header.t line 20.
Use of uninitialized value $this in pattern match (m//) at
t/05server-header.t line 21.

#   Failed test at t/05server-header.t line 21.
#                   undef
#     doesn't match '(?-xism:Hello)'
[Test::TCP] Child process does not block(PID: 26296, PPID: 26295) at
/usr/local/share/perl5/Test/TCP.pm line 121.
# Looks like you failed 4 tests of 6.
t/05server-header.t .. Dubious, test returned 4 (wstat 1024, 0x400)
Failed 4/6 subtests
t/06remote_port.t .... 1/?
#   Failed test at t/06remote_port.t line 17.
Can't call method "sockport" on an undefined value at t/06remote_port.t
line 18.
[Test::TCP] Child process does not block(PID: 26303, PPID: 26302) at
/usr/local/share/perl5/Test/TCP.pm line 121.
# Tests were run but no plan was declared and done_testing() was not seen.
t/06remote_port.t .... Dubious, test returned 255 (wstat 65280, 0xff00)
Failed 1/1 subtests


But Test::TCP is installed and ok

cpan[2]> i
Test::TCP

Module id = Test::TCP
    CPAN_USERID  TOKUHIROM (Tokuhiro Matsuno <tokuhirom+cpan at gmail.com>)
    CPAN_VERSION 1.18
    CPAN_FILE    T/TO/TOKUHIROM/Test-TCP-1.18.tar.gz
    UPLOAD_DATE  2012-10-25
    MANPAGE      Test::TCP - testing TCP program
    INST_FILE    /usr/local/share/perl5/Test/TCP.pm
    INST_VERSION 1.18


cpan[3]> install
Test::TCP

Test::TCP is up to date (1.18).


Any help?

Thanks
Kindest regards.
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From xavier.reigner at sensile.com  Tue Nov 27 08:39:40 2012
From: xavier.reigner at sensile.com (Xavier Reigner)
Date: Tue, 27 Nov 2012 14:39:40 +0100
Subject: [rt-users] How to set a specific 'Depended on' by from scrip
Message-ID: <CABdhueAiF-bKmcO=AnThgy1Y48QaxMN892rCD7TM4=Lg5GV1fA@mail.gmail.com>

Hi,

On ticket creation, I made a custom scrip to assigne the new ticket to a
specified user based on a requestor address. This is working with the
following action cleanup :

my $newowner = "userName";
my $T_Obj = $self->TicketObj;
my ($status, $msg) = $self->TicketObj->SetOwner( $newowner );
unless( $status ) {
    $RT::Logger->error( "Unable to assign the ticket to $newowner: $msg" );
    return undef;
}
return 1;


In addition, I'd like to specify a link "Depended on by" to the tickets
according to the previous test. I'm still confusing how I should update
this field.

$RT::Logger->info("Auto reference ticket #". $T_Obj->id ." to ticket #1234"
);
my ($status, $msg) = $self->TicketObj->_Set( 'DependedOnBy', '1234');
unless( $status ) {
    $RT::Logger->error( "Unable to assign the ticket DependedOnBy" );
    return undef;
}
return 1;

Can anyone help me to go on the right way ?

X
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From ktm at rice.edu  Tue Nov 27 08:51:24 2012
From: ktm at rice.edu (ktm at rice.edu)
Date: Tue, 27 Nov 2012 07:51:24 -0600
Subject: [rt-users] RT setup and Postgres object ownership
In-Reply-To: <CAKVSOJXzdUAa_z53t6_p0XJ8h-oi2hxfM_Ms-+vR79op5pywkQ@mail.gmail.com>
References: <CAKVSOJXzdUAa_z53t6_p0XJ8h-oi2hxfM_Ms-+vR79op5pywkQ@mail.gmail.com>
Message-ID: <20121127135124.GD20572@aart.rice.edu>

Hi Darren,

You can grant access using roles in PostgreSQL. So even though
the DB is owned by postgres, your configured rt user can still
access the data.

Cheers,
Ken

On Mon, Nov 26, 2012 at 03:50:58PM -0700, Darren Spruell wrote:
> Recent user of RT on PostgreSQL backend (a couple of years on MySQL)
> and have been struggling to understand something related to DB access
> privileges under postgres with RT's setup.
> 
> I don't understand how the default ownership/rights after the RT
> setup, done using the postgres superuser (DBA), allow the RT user to
> have read/write access to RT objects. What I got:
> 
> # Database ownership set to Pg superuser. No privileges for other roles present.
> postgres=# \l+
>    Name    |     Owner      | Encoding |   Collate   |    Ctype    |
> Access privileges   |  Size   | Tablespace |
> Description
> -----------+----------------+----------+-------------+-------------+-----------------------+---------+------------+--------------------------------------------
>  rt4       | postgres       | UTF8     | en_US.UTF-8 | en_US.UTF-8 |
>                     | 9061 kB | pg_default |
> 
> 
> # Only a single schema, "public". Only Pg superuser granted explicit
> privileges; no privileges for other roles present.
> rt4=# \dn+
>                           List of schemas
>   Name  |  Owner   |  Access privileges   |      Description
> --------+----------+----------------------+------------------------
>  public | postgres | postgres=UC/postgres+| standard public schema
>         |          | =UC/postgres
> 
> 
> # Owner of all tables is also DB superuser (by inheritance, I'm assuming).
> rt4=# \dt+
>                                List of relations
>  Schema |          Name           | Type  |  Owner   |    Size    | Description
> --------+-------------------------+-------+----------+------------+-------------
>  public | acl                     | table | postgres | 40 kB      |
>  public | articles                | table | postgres | 8192 bytes |
>  public | attachments             | table | postgres | 72 kB      |
>  public | attributes              | table | postgres | 96 kB      |
>  public | cachedgroupmembers      | table | postgres | 48 kB      |
>  public | classes                 | table | postgres | 16 kB      |
>  public | customfields            | table | postgres | 16 kB      |
>  public | customfieldvalues       | table | postgres | 88 kB      |
>  public | groupmembers            | table | postgres | 8192 bytes |
>  public | groups                  | table | postgres | 48 kB      |
>  public | links                   | table | postgres | 16 kB      |
>  public | objectclasses           | table | postgres | 8192 bytes |
>  public | objectcustomfields      | table | postgres | 40 kB      |
>  public | objectcustomfieldvalues | table | postgres | 16 kB      |
>  public | objecttopics            | table | postgres | 0 bytes    |
>  public | principals              | table | postgres | 40 kB      |
>  public | queues                  | table | postgres | 16 kB      |
>  public | scripactions            | table | postgres | 16 kB      |
>  public | scripconditions         | table | postgres | 16 kB      |
>  public | scrips                  | table | postgres | 48 kB      |
>  public | sessions                | table | postgres | 160 kB     |
>  public | templates               | table | postgres | 48 kB      |
>  public | tickets                 | table | postgres | 8192 bytes |
>  public | topics                  | table | postgres | 8192 bytes |
>  public | transactions            | table | postgres | 48 kB      |
>  public | users                   | table | postgres | 16 kB      |
> 
> 
> I'm guessing this is more a a postgres access privileges topic than a
> RT topic - but curious how the application DB user has privileges to
> these objects, and also why the default installation doesn't set the
> app user (rt_user) as the owner of the database and then allow
> inheritance to set ownership on child objects.
> 
> -- 
> Darren Spruell
> phatbuckett at gmail.com
> --------
> We're hiring! http://bestpractical.com/jobs
> 


From telmo.cardoso at gmail.com  Tue Nov 27 07:18:45 2012
From: telmo.cardoso at gmail.com (Telmo Cardoso)
Date: Tue, 27 Nov 2012 12:18:45 +0000
Subject: [rt-users] Interface customization
Message-ID: <CALWkshqJqLCta_haOont4ZoTngVM6j7SW447tdgVipAEGpW8Pg@mail.gmail.com>

Hi,

is there a way to customize the fields marked in attach screen? I'v look in
DB and found nothing.

Basically I want to add options to the "Type" field on customField and on
top have only "Request Tracker" instead of "RT for company"

Thanks
   Telmo Cardoso
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From telmo.cardoso at gmail.com  Tue Nov 27 09:49:38 2012
From: telmo.cardoso at gmail.com (Telmo Cardoso)
Date: Tue, 27 Nov 2012 14:49:38 +0000
Subject: [rt-users] RT customization
Message-ID: <CALWkshpyqHAMONrh1DPNG0F=TLz16-XOGovsdpNtJo4MubLPVQ@mail.gmail.com>

Hi,

is there a way to customize RT interface. Basically I want to add options
to the "Type" field on customField (currently appearing "Enter one value",
"Select one value",etc.) and on top have only "Request Tracker" instead of
"RT for company name"

I'v look in DB and found nothing.

Thanks,
   Telmo Cardoso
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From Anton_Roth at gmx.de  Tue Nov 27 09:52:11 2012
From: Anton_Roth at gmx.de (Anton Roth)
Date: Tue, 27 Nov 2012 15:52:11 +0100
Subject: [rt-users] Problem setting up RT after changing hostname
Message-ID: <079E6F6DCB6B460EAC229D13829B6154@Desktopi7>

Hi,

I have a problem with my ticket system. It was hosted on a private laptop, 
connected to via DynDNS. For some reason, one colleague's PC had a different 
domain when used, and RT errored out every time he wanted to do something on 
a ticket.

Now I changed the config files, and am stuck at "You haven't yet configured 
your webserver to run RT. You appear to have installed RT's web interface 
correctly, but haven't yet configured your web server to "run" the RT server 
which powers the web interface. The next step is to edit your webserver's 
configuration file to instruct it to use RT's mod_perl or FastCGI handler. 
If you need commercial support, please contact us at 
sales at bestpractical.com.", and I cannot figure out why.

Here are the three files in question:

httpd.conf:

<VirtualHost mydomain.dnsdynamic.com>

                AddDefaultCharset UTF-8

	DocumentRoot "/opt/rt4/share/html"
	<Location />
		Order allow,deny
		Allow from all

		SetHandler modperl
		PerlResponseHandler Plack::Handler::Apache2
		PerlSetVar psgi_app /opt/rt4/sbin/rt-server
	</Location>
	<Perl>
		use Plack::Handler::Apache2;
		Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
	</Perl>
</VirtualHost>


RT_SiteConfig.pm:

Set( $rtname, "MyDomain");

Set( $LogToFile, 'debug');
Set( $LogToFileNamed, 'rt.log');
Set( $LogDir, '/opt/rt4/var/log');

Set($WebDomain, "mydomain.dnsdynamic.com");
Set( $WebPath, '');

/etc/apache2/sites-available/default:

<VirtualHost *:80>
        AddDefaultCharset UTF-8
	DocumentRoot "/opt/rt4/share/html/"
	<Directory />
		Order allow,deny
		Allow from all
	</Directory>
	<Directory /var/www/>
		Order allow,deny
		Allow from all
	</Directory>
        <Location />
                Order allow,deny
                Allow from all
                SetHandler modperl
                PerlResponseHandler Plack::Handler::Apache2
                PerlSetVar psgi_app /opt/rt4/sbin/rt-server
        </Location>
        <Perl>
                use Plack::Handler::Apache2;
                Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
        </Perl>
	ScriptAlias /cgi-bin/ /usr/lib/cgi-bin/
	<Directory "/usr/lib/cgi-bin">
		AllowOverride None
		Options +ExecCGI -MultiViews +SymLinksIfOwnerMatch
		Order allow,deny
		Allow from all
	</Directory>

	ErrorLog ${APACHE_LOG_DIR}/error.log

	# Possible values include: debug, info, notice, warn, error, crit,
	# alert, emerg.
	LogLevel warn

	CustomLog ${APACHE_LOG_DIR}/access.log combined

    Alias /doc/ "/usr/share/doc/"
    <Directory "/usr/share/doc/">
        Options Indexes MultiViews FollowSymLinks
        AllowOverride None
        Order deny,allow
        Deny from all
        Allow from 127.0.0.0/255.0.0.0 ::1/128
    </Directory>

</VirtualHost>


It used to work, but I cannot get it to work again, does anyone have an idea 
what may be wrong here?

Thanks,
Anton 



From nick.fennell at appliansys.com  Tue Nov 27 10:50:12 2012
From: nick.fennell at appliansys.com (Nick Fennell)
Date: Tue, 27 Nov 2012 15:50:12 +0000
Subject: [rt-users] Problem setting up RT after changing hostname
In-Reply-To: <079E6F6DCB6B460EAC229D13829B6154@Desktopi7>
References: <079E6F6DCB6B460EAC229D13829B6154@Desktopi7>
Message-ID: <D8D81D23-254D-4B5E-9B56-53733294CA17@appliansys.com>

Check your log files Anton. 9/10 times the answer is there.

Also, your Apache config seems slightly mad. You have the ghost effectively defined twice, once in httpd.conf and then once as an include within '/etc/apache2/sites-available/default'. You should only need one of these.

Your <Directory /> statements don't seem correct either. <Directory /opt/rt4/share/html> is more likely what you want.

I'd go back to the docs relating to configuring the web server and start over. Your issue is more than likely to do with the above.

Nick
-- 
Nick Fennell
ApplianSys Support Team Leader

ApplianSys Limited
University of Warwick Science Park
Business Innovation Centre
Harry Weston Road
Coventry CV3 2TX

t: +44 (0) 870 7707 789
s: nick-fennell
www.appliansys.com

Our sales team sells by referral:
Less time looking for customers, more time looking after them

Subscribe: http://eepurl.com/ibKtY

On 27 Nov 2012, at 14:52, Anton Roth <Anton_Roth at gmx.de> wrote:

> Hi,
> 
> I have a problem with my ticket system. It was hosted on a private laptop, connected to via DynDNS. For some reason, one colleague's PC had a different domain when used, and RT errored out every time he wanted to do something on a ticket.
> 
> Now I changed the config files, and am stuck at "You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl or FastCGI handler. If you need commercial support, please contact us at sales at bestpractical.com.", and I cannot figure out why.
> 
> Here are the three files in question:
> 
> httpd.conf:
> 
> <VirtualHost mydomain.dnsdynamic.com>
> 
>               AddDefaultCharset UTF-8
> 
> 	DocumentRoot "/opt/rt4/share/html"
> 	<Location />
> 		Order allow,deny
> 		Allow from all
> 
> 		SetHandler modperl
> 		PerlResponseHandler Plack::Handler::Apache2
> 		PerlSetVar psgi_app /opt/rt4/sbin/rt-server
> 	</Location>
> 	<Perl>
> 		use Plack::Handler::Apache2;
> 		Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
> 	</Perl>
> </VirtualHost>
> 
> 
> RT_SiteConfig.pm:
> 
> Set( $rtname, "MyDomain");
> 
> Set( $LogToFile, 'debug');
> Set( $LogToFileNamed, 'rt.log');
> Set( $LogDir, '/opt/rt4/var/log');
> 
> Set($WebDomain, "mydomain.dnsdynamic.com");
> Set( $WebPath, '');
> 
> /etc/apache2/sites-available/default:
> 
> <VirtualHost *:80>
>       AddDefaultCharset UTF-8
> 	DocumentRoot "/opt/rt4/share/html/"
> 	<Directory />
> 		Order allow,deny
> 		Allow from all
> 	</Directory>
> 	<Directory /var/www/>
> 		Order allow,deny
> 		Allow from all
> 	</Directory>
>       <Location />
>               Order allow,deny
>               Allow from all
>               SetHandler modperl
>               PerlResponseHandler Plack::Handler::Apache2
>               PerlSetVar psgi_app /opt/rt4/sbin/rt-server
>       </Location>
>       <Perl>
>               use Plack::Handler::Apache2;
>               Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
>       </Perl>
> 	ScriptAlias /cgi-bin/ /usr/lib/cgi-bin/
> 	<Directory "/usr/lib/cgi-bin">
> 		AllowOverride None
> 		Options +ExecCGI -MultiViews +SymLinksIfOwnerMatch
> 		Order allow,deny
> 		Allow from all
> 	</Directory>
> 
> 	ErrorLog ${APACHE_LOG_DIR}/error.log
> 
> 	# Possible values include: debug, info, notice, warn, error, crit,
> 	# alert, emerg.
> 	LogLevel warn
> 
> 	CustomLog ${APACHE_LOG_DIR}/access.log combined
> 
>   Alias /doc/ "/usr/share/doc/"
>   <Directory "/usr/share/doc/">
>       Options Indexes MultiViews FollowSymLinks
>       AllowOverride None
>       Order deny,allow
>       Deny from all
>       Allow from 127.0.0.0/255.0.0.0 ::1/128
>   </Directory>
> 
> </VirtualHost>
> 
> 
> It used to work, but I cannot get it to work again, does anyone have an idea what may be wrong here?
> 
> Thanks,
> Anton 
> --------
> We're hiring! http://bestpractical.com/jobs



From falcone at bestpractical.com  Tue Nov 27 12:15:46 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 27 Nov 2012 12:15:46 -0500
Subject: [rt-users] Problem with CPAN and prerequisites for RT 4.0.5
In-Reply-To: <CACMXBdtVe13ubKHNp7xQ6sqnUS_jkLj0=UA1H24Nxw2PxZgKdA@mail.gmail.com>
References: <CACMXBdtVe13ubKHNp7xQ6sqnUS_jkLj0=UA1H24Nxw2PxZgKdA@mail.gmail.com>
Message-ID: <20121127171546.GA1823@jibsheet.com>

On Tue, Nov 27, 2012 at 11:47:44AM +0100, Juanjo wrote:
>    I have some troubles with Plack::Handler::Starlet, in a frest install of Centos 6.3 X64 on a
>    esx5.1 host
> 
>    Update system and installed prerequisites (gcc, make, CPAM, YAML...)

You probably want to grab the Starlet-0.16.tar.gz tarball off of CPAN
manually (using metacpan.org or something) and then tar zxvf
Starlet-0.16.tar.gz; perl Makefile.PL; make test; prove -lv
t/05server-header.t and see if it gives you more information about
what's happening.

If there's nothing useful, you may want to diag() out the $port in
that test and pause the test and make sure the test server is actually
starting.

-kevin

>    Update to CPAN v19800
>    # cpan
>    cpan> install CPAN
>    cpan> reload CPAN
>    cpan> reload index
>    cpan> install Bundle::CPAN
> 
>    All seems ok.
> 
>    cpan[1]> install Bundle::CPAN
>    CPAN: Storable loaded ok (v2.20)
>    Reading '/root/.cpan/Metadata'
>    Database was generated on Tue, 27 Nov 2012 08:31:03 GMT
>    CPAN: Module::CoreList loaded ok (v2.18)
>    ExtUtils::MakeMaker is up to date (6.62).
>    Test::Harness is up to date (3.25).
>    ExtUtils::CBuilder is up to date (0.280205).
>    File::Temp is up to date (0.22).
>    Test::More is up to date (0.98).
>    Data::Dumper is up to date (2.136).
>    IO::Compress::Base is up to date (2.058).
>    Compress::Zlib is up to date (2.058).
>    IO::Zlib is up to date (1.10).
>    Archive::Tar is up to date (1.90).
>    Module::Build is up to date (0.4003).
>    File::Spec is up to date (3.33).
>    Digest::SHA is up to date (5.74).
>    File::HomeDir is up to date (1.00).
>    Archive::Zip is up to date (1.30).
>    Net::FTP is up to date (2.77).
>    Term::ReadKey is up to date (2.30).
>    Term::ReadLine::Perl is up to date (1.0303).
>    YAML is up to date (0.84).
>    Parse::CPAN::Meta is up to date (1.4404).
>    Text::Glob is up to date (0.09).
>    CPAN is up to date (1.9800).
>    File::Which is up to date (1.09).
> 
>    But in a "make fixdeps" previously to install RT 4.0.5 y get this error:
> 
>    Installing /usr/local/share/man/man3/Convert::Color.3pm
>    PEVANS/Convert-Color-0.08.tar.gz
>    ./Build install -- OK
> 
>    SOME DEPENDENCIES WERE MISSING.
>    PSGI missing dependencies:
>    Plack::Handler::Starlet ...MISSING
>    Can't locate Plack/Handler/Starlet.pm in @INC (@INC contains: /usr/local/lib64/perl5
>    /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl
>    /usr/lib64/perl5 /usr/share/perl5 /root/tmp/rt-4.0.5)
>    CORE missing dependencies:
>    MIME::Entity ...MISSING
>    Can't locate MIME/Entity.pm in @INC (@INC contains: /usr/local/lib64/perl5
>    /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl
>    /usr/lib64/perl5 /usr/share/perl5 /root/tmp/rt-4.0.5)
>    make: *** [fixdeps] Error 1
> 
>    If i try to install Plack::Handler::Starlet manually i get this error:
> 
>    cpan[1]> install Plack::Handler::Starlet
>    CPAN: Storable loaded ok (v2.20)
> 
>    t/02graceful.t ....... 1/? [Test::TCP] Child process does not block(PID: 26280, PPID: 26279)
>    at /usr/local/share/perl5/Test/TCP.pm line 121.
>    t/02graceful.t ....... ok
>    t/03post.t ........... 26292 at t/03post.t line 9.
>    Plack::Handler::Starlet: Accepting connections at [1]http://0:50778/
>    127.0.0.1 - - [27/Nov/2012:11:43:36 +0100] "POST / HTTP/1.1" 200 3 "-" "libwww-perl/6.04"
>    t/03post.t ........... ok
>    t/04-bumpy-life.t .... ok
>    t/05server-header.t .. 1/?
>    # Failed test at t/05server-header.t line 14.
>    Use of uninitialized value $this in pattern match (m//) at t/05server-header.t line 15.
> 
>    # Failed test at t/05server-header.t line 15.
>    # undef
>    # doesn't match '(?-xism:Starlet)'
>    Use of uninitialized value $this in pattern match (m//) at t/05server-header.t line 16.
> 
>    # Failed test at t/05server-header.t line 19.
>    Use of uninitialized value $this in pattern match (m//) at t/05server-header.t line 20.
>    Use of uninitialized value $this in pattern match (m//) at t/05server-header.t line 21.
> 
>    # Failed test at t/05server-header.t line 21.
>    # undef
>    # doesn't match '(?-xism:Hello)'
>    [Test::TCP] Child process does not block(PID: 26296, PPID: 26295) at
>    /usr/local/share/perl5/Test/TCP.pm line 121.
>    # Looks like you failed 4 tests of 6.
>    t/05server-header.t .. Dubious, test returned 4 (wstat 1024, 0x400)
>    Failed 4/6 subtests
>    t/06remote_port.t .... 1/?
>    # Failed test at t/06remote_port.t line 17.
>    Can't call method "sockport" on an undefined value at t/06remote_port.t line 18.
>    [Test::TCP] Child process does not block(PID: 26303, PPID: 26302) at
>    /usr/local/share/perl5/Test/TCP.pm line 121.
>    # Tests were run but no plan was declared and done_testing() was not seen.
>    t/06remote_port.t .... Dubious, test returned 255 (wstat 65280, 0xff00)
>    Failed 1/1 subtests
> 
>    But Test::TCP is installed and ok
> 
>    cpan[2]> i Test::TCP
>    Module id = Test::TCP
>    CPAN_USERID TOKUHIROM (Tokuhiro Matsuno <[2]tokuhirom+cpan at gmail.com>)
>    CPAN_VERSION 1.18
>    CPAN_FILE T/TO/TOKUHIROM/Test-TCP-1.18.tar.gz
>    UPLOAD_DATE 2012-10-25
>    MANPAGE Test::TCP - testing TCP program
>    INST_FILE /usr/local/share/perl5/Test/TCP.pm
>    INST_VERSION 1.18
> 
>    cpan[3]> install Test::TCP
>    Test::TCP is up to date (1.18).
> 
>    Any help?
> 
>    Thanks
>    Kindest regards.
> 
> References
> 
>    Visible links
>    1. http://0:50778/
>    2. mailto:tokuhirom%2Bcpan at gmail.com

> --------
> We're hiring! http://bestpractical.com/jobs

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From falcone at bestpractical.com  Tue Nov 27 12:16:58 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 27 Nov 2012 12:16:58 -0500
Subject: [rt-users] How to set a specific 'Depended on' by from scrip
In-Reply-To: <CABdhueAiF-bKmcO=AnThgy1Y48QaxMN892rCD7TM4=Lg5GV1fA@mail.gmail.com>
References: <CABdhueAiF-bKmcO=AnThgy1Y48QaxMN892rCD7TM4=Lg5GV1fA@mail.gmail.com>
Message-ID: <20121127171658.GB1823@jibsheet.com>

On Tue, Nov 27, 2012 at 02:39:40PM +0100, Xavier Reigner wrote:
>    In addition, I'd like to specify a link "Depended on by" to the tickets according to the
>    previous test. I'm still confusing how I should update this field.
>    $RT::Logger->info("Auto reference ticket #". $T_Obj->id ." to ticket #1234" );
>    my ($status, $msg) = $self->TicketObj->_Set( 'DependedOnBy', '1234');

_Set is really dangerous.  In general, you should never use it.

You want to call AddLink on your ticket.
http://bestpractical.com/rt/docs/latest/RT/Ticket.html#AddLink

-kevin

>    unless( $status ) {
>    $RT::Logger->error( "Unable to assign the ticket DependedOnBy" );
>    return undef;
>    }
>    return 1;
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From falcone at bestpractical.com  Tue Nov 27 12:21:04 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 27 Nov 2012 12:21:04 -0500
Subject: [rt-users] Merging RT Installations
In-Reply-To: <CAG27QgSLtJ8W69HN+Qg-sC6BtaZigQHk+dxK87H0dxfpHzc7BQ@mail.gmail.com>
References: <CAG27QgSLtJ8W69HN+Qg-sC6BtaZigQHk+dxK87H0dxfpHzc7BQ@mail.gmail.com>
Message-ID: <20121127172104.GC1823@jibsheet.com>

On Mon, Nov 26, 2012 at 08:05:30PM -0800, Tim Gustafson wrote:
> We have a handful of RT installations on campus, and we'd like to
> merge them together, and we'd like to retain ticket history.  That
> means that we need a way to import tickets from one system to another,
> keeping in mind that there may be duplicate ticket numbers involved.
> We're OK with ticket numbers changing - that's unfortunate, but
> unavoidable.
> 
> Is there any tool that allows us to import all the tickets (and
> comments, attachments, queues, groups, users, etc) from one RT system
> to another?

There isn't currently a released tool for this.
We've been working on something and testing it out with a few clients
and expect that it will ship with 4.2.

If you need this prior to the public release, I can point you at the
right people to figure it out.

-kevin
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From falcone at bestpractical.com  Tue Nov 27 12:21:57 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 27 Nov 2012 12:21:57 -0500
Subject: [rt-users] RT 4.08 on Apache 2 won't load
In-Reply-To: <CAKbVnZPmXz0x-iGBJAc6Ge3Mv8W4Uvx1GHjrYpUsF187nMHJ=g@mail.gmail.com>
References: <CAKbVnZPmXz0x-iGBJAc6Ge3Mv8W4Uvx1GHjrYpUsF187nMHJ=g@mail.gmail.com>
Message-ID: <20121127172157.GD1823@jibsheet.com>

On Wed, Nov 21, 2012 at 06:03:07PM +0000, Guy Baxter wrote:
>    I've installed 4.0.8 on CentOS 6.3, satisfied all dependencies etc, run the web installer to
>    get things started, but I can't actually get my RT pages to load. I've tried using all of the
>    apache options on web_deployment on the installation pages at [1]bestpractical.com but with no
>    luck.
>    using mod_fcgi and mod_fcgid I get 404 not found, with a corresponding log entry in
>    /var/log/httpd/error.log of:
>    File does not exist: /opt/rt4/sbin/rt-server.fcgi
>    The file does exist, and won't start manually even when invoked from sbin with ./

Can the webserver access it?  Check selinux permissions for the
webserver having access to RT.

Also, you didn't say *how* it failed when run manually.

-kevin

>    Trying the mod_perl apache setup results in Apache failing to start:
>    Undefined subroutine &main::. called. END failed-- call queue aborted.
>    (/opt/rt4/sbin/../lib/RT.pm:341)
>    Any ideas - this has got me totally stuck!
>    Thanks in advance.
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From falcone at bestpractical.com  Tue Nov 27 12:25:22 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 27 Nov 2012 12:25:22 -0500
Subject: [rt-users] RT 4.08 Account creation
In-Reply-To: <50AD1C4B.3090102@msu.edu>
References: <50AD1C4B.3090102@msu.edu>
Message-ID: <20121127172522.GE1823@jibsheet.com>

On Wed, Nov 21, 2012 at 01:24:11PM -0500, John Johnston wrote:
>    I've installed RT 4.0.8 on a RHEL 6.2 system and overall it's working fine with one notable
>    exception.  We authenticate users with Shibboleth, and once so authenticated they are able to
>    create tickets.  First time users have their accounts auto-created.  We had a previous
>    instance of RT 3.0.7 and used perl-based forms for ticket creation.  Auto-creation of accounts
>    worked fine, with the displayname, email, and userid returned from Shibboleth and passed to
>    RT.  However, these same forms when used on RT 4.0.8 while they *do* create the account if it
>    doesn't exist, and it does set the "Name" to the email address, the "EmailAddress" itself and
>    "RealName" are left blank.

How do your forms create tickets/accounts?  Using bin/rt or sending
mail as the user or something else?  I can see what you've done with
testing, but knowing how they normally work is helpful.

Unfortunately, without some logs, or a clearer sense of exactly what
runs during the non-debugging form, it's hard to guess at what is
going on.

-kevin

>    This means that users cannot get email on their tickets (confirmatory or otherwise), unless an
>    administrator goes in, selects the account, and manually adds the email address.  I've tried
>    several workarounds, including doing a mysql query to see if the account exists, and if not,
>    to create it using an RT CLI command encased in backticks.  This is contained in our "contact"
>    ticket creation form.  I've experimented with several options, including escaping the "@" in
>    the email address.  Recently, I used Encode to ensure the values obtained from Shibboleth were
>    converted into UTF-8 before being passed to the RT CLI command, and this *sort of* worked.
>    Interestingly, it added the account but dropped the letter "e" from the mymail.edu address (to
>    leave mymail.du).  Also interesting, is if I bypass the Shibboleth values and hard code in an
>    email address like:
> 
>    my $clean_email = [1]"skippy at mailme.edu"
> 
>    And pass it to the RT CLI command like:
> 
>    $result = `/opt/rt4/bin/rt create -t user add Name=$your_netid EmailAddress=$clean_email `;
> 
>    ...again, it works fine.
> 
>    I've been banging my head on this for awhile.  Any insights would be appreciated.
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From karmi.simonov at panayainc.com  Tue Nov 27 12:54:51 2012
From: karmi.simonov at panayainc.com (Karmi Simonov)
Date: Tue, 27 Nov 2012 17:54:51 +0000
Subject: [rt-users] ExternalAuth isn't updating EmailAddress
Message-ID: <BEBA8A5A23F89E4C93657FBF15D7AE4D31725418@XEXMBX01.services.local>

Hi,

I'm running RT4.0.6 with the last ExternalAuth plugin.
It seems to be able to connect and authorize users against our LDAP, but for some reason when a new user logs in (a user that didn't log in to the system before), it doesn't get its Email address.
I can see a new user created in the DB, but it only gets its name.
PERL version is 5.10.

Any ideas?

RT_Siteconfig.pm:
##############################
# Active Directory Integration
##############################

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

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

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

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

# These are the full settings for each external service as a HashOfHashes
# Note that you may have as many external services as you wish. They will
# be checked in the order specified in the Priority directives above.
# e.g.
Set($ExternalAuthPriority,['My_LDAP']);
#
Set($ExternalSettings,      {
                                # AN EXAMPLE LDAP SERVICE
                                'My_LDAP'       =>  {   ## GENERIC SECTION
                                                        # The type of service (db/ldap/cookie)
                                                        'type'                      =>  'ldap',
                                                        # The server hosting the service
                                                        'server'                    =>  'brain.panaya.int',
                                                        ## SERVICE-SPECIFIC SECTION
                                                        # If you can bind to your LDAP server anonymously you should
                                                        # remove the user and pass config lines, otherwise specify them here:
                                                        #
                                                        # The username RT should use to connect to the LDAP server
                                                        'user'                      =>  'XXX',
                                                        # The password RT should use to connect to the LDAP server
                                                        'pass'                    =>  'XXX',
                                                        #
                                                        # The LDAP search base
                                                        'base'                      =>  'ou=Users,ou=Panaya,dc=panaya,dc=int',
                                                        #
                                                        # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
                                                        # YOU **MUST** SPECIFY A filter AND A d_filter!!
                                                        #
                                                        # The filter to use to match RT-Users
                                                        'filter'                    =>  '(objectClass=*)',
                                                        # A catch-all example filter: '(objectClass=*)'
                                                        #
                                                        # The filter that will only match disabled users
                                                        'd_filter'                  =>  '(objectClass=FooBarBaz)',
                                                        # A catch-none example d_filter: '(objectClass=FooBarBaz)'
                                                        #
                                                        # Should we try to use TLS to encrypt connections?
                                                        'tls'                       =>  0,
                                                        # SSL Version to provide to Net::SSLeay *if* using SSL
                                                        'ssl_version'               =>  3,
                                                        # What other args should I pass to Net::LDAP->new($host, at args)?
                                                        'net_ldap_args'             => [    version =>  3   ],
                                                        # Does authentication depend on group membership? What group name?
                                                        #'group'                     =>  'GROUP_NAME',
                                                        # What is the scope of the group search? (base, one, sub)
                                                        # Optional; defaults to 'base', which is good enough for most cases. 'sub' is appropriate when you have nested groups
                                                        #'group_scope'               =>  'base',
                                                        # What is the attribute for the group object that determines membership?
                                                        #'group_attr'                =>  'GROUP_ATTR',
                                                        # What is the attribute of the user entry that should be matched against group_attr above? (Optional; defaults to 'dn')
                                                        #'group_attr_value'          =>  'GROUP_ATTR_VALUE',
                                                        ## RT ATTRIBUTE MATCHING SECTION
                                                        # The list of RT attributes that uniquely identify a user
                                                        # This example shows what you *can* specify.. I recommend reducing this
                                                        # to just the Name and EmailAddress to save encountering problems later.
                                                        'attr_match_list'           => [    'Name',
                                                                                            'EmailAddress'
                                                                                        ],
                                                        # The mapping of RT attributes on to LDAP attributes
                                                        'attr_map'                  =>  {   'Name' => 'sAMAccountName',
                                                                                            'EmailAddress' => 'mail'
                                                                                        }
                                                    }
                                }
);

>From the log:
[Tue Nov 27 17:49:40 2012] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt4/sbin/../local/lib/RT/Authen/ExternalAuth.pm:64)
[Tue Nov 27 17:49:40 2012] [debug]: Calling UserExists with $username (tstuser) and $service (My_LDAP) (/opt/rt4/sbin/../local/lib/RT/Authen/ExternalAuth.pm:105)
[Tue Nov 27 17:49:40 2012] [debug]: UserExists params:
username: tstuser , service: My_LDAP (/opt/rt4/sbin/../local/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[Tue Nov 27 17:49:40 2012] [debug]: LDAP Search ===  Base: ou=Users,ou=Panaya,dc=panaya,dc=int == Filter: (&(objectClass=*)(sAMAccountName=tstuser)) == Attrs: mail,sAMAccountName (/opt/rt4/sbin/../local/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[Tue Nov 27 17:49:40 2012] [debug]: Password validation required for service - Executing... (/opt/rt4/sbin/../local/lib/RT/Authen/ExternalAuth.pm:155)
[Tue Nov 27 17:49:40 2012] [debug]: Trying external auth service: My_LDAP (/opt/rt4/sbin/../local/lib/RT/Authen/ExternalAuth/LDAP.pm:16)
[Tue Nov 27 17:49:40 2012] [debug]: LDAP Search ===  Base: ou=Users,ou=Panaya,dc=panaya,dc=int == Filter: (&(sAMAccountName=tstuser)(objectClass=*)) == Attrs: dn (/opt/rt4/sbin/../local/lib/RT/Authen/ExternalAuth/LDAP.pm:43)
[Tue Nov 27 17:49:40 2012] [debug]: Found LDAP DN: CN=TestFirstName TestIn. TestLastName,OU=Users,OU=Panaya,DC=panaya,DC=int (/opt/rt4/sbin/../local/lib/RT/Authen/ExternalAuth/LDAP.pm:75)
[Tue Nov 27 17:49:40 2012] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( My_LDAP ): tstuser (/opt/rt4/sbin/../local/lib/RT/Authen/ExternalAuth/LDAP.pm:139)
[Tue Nov 27 17:49:40 2012] [debug]: LDAP password validation result: 1 (/opt/rt4/sbin/../local/lib/RT/Authen/ExternalAuth.pm:335)
[Tue Nov 27 17:49:40 2012] [debug]: Password Validation Check Result:  1 (/opt/rt4/sbin/../local/lib/RT/Authen/ExternalAuth.pm:159)
[Tue Nov 27 17:49:40 2012] [debug]: Authentication successful. Now updating user information and attempting login. (/opt/rt4/sbin/../local/lib/RT/Authen/ExternalAuth.pm:179)
[Tue Nov 27 17:49:40 2012] [debug]: UserExists params:
username: tstuser , service: My_LDAP (/opt/rt4/sbin/../local/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[Tue Nov 27 17:49:40 2012] [debug]: LDAP Search ===  Base: ou=Users,ou=Panaya,dc=panaya,dc=int == Filter: (&(objectClass=*)(sAMAccountName=tstuser)) == Attrs: mail,sAMAccountName (/opt/rt4/sbin/../local/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[Tue Nov 27 17:49:40 2012] [debug]: UserExists params:
username: tstuser , service: My_LDAP (/opt/rt4/sbin/../local/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[Tue Nov 27 17:49:40 2012] [debug]: LDAP Search ===  Base: ou=Users,ou=Panaya,dc=panaya,dc=int == Filter: (&(objectClass=*)(sAMAccountName=tstuser)) == Attrs: mail,sAMAccountName (/opt/rt4/sbin/../local/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[Tue Nov 27 17:49:40 2012] [debug]: LDAP Search ===  Base: ou=Users,ou=Panaya,dc=panaya,dc=int == Filter: (&(objectClass=*)(objectClass=FooBarBaz)(sAMAccountName=tstuser)) == Attrs: uid (/opt/rt4/sbin/../local/lib/RT/Authen/ExternalAuth/LDAP.pm:398)
[Tue Nov 27 17:49:40 2012] [warning]: Couldn't enable user 65117 (/opt/rt4/sbin/../lib/RT/User.pm:1066)
[Tue Nov 27 17:49:40 2012] [warning]: Use of uninitialized value $val in concatenation (.) or string at /opt/rt4/sbin/../local/lib/RT/Authen/ExternalAuth.pm line 274. (/opt/rt4/sbin/../local/lib/RT/Authen/ExternalAuth.pm:274)
[Tue Nov 27 17:49:40 2012] [warning]: Use of uninitialized value $message in concatenation (.) or string at /opt/rt4/sbin/../local/lib/RT/Authen/ExternalAuth.pm line 274. (/opt/rt4/sbin/../local/lib/RT/Authen/ExternalAuth.pm:274)
[Tue Nov 27 17:49:40 2012] [info]: User marked as ENABLED ( tstuser ) per External Service (, ) (/opt/rt4/sbin/../local/lib/RT/Authen/ExternalAuth.pm:274)
[Tue Nov 27 17:49:40 2012] [debug]: RT::Authen::ExternalAuth::UpdateUserInfo SetName Failed. That is already the current value (/opt/rt4/sbin/../local/lib/RT/Authen/ExternalAuth.pm:302)
[Tue Nov 27 17:49:40 2012] [debug]: UPDATED user ( tstuser ) from External Service (/opt/rt4/sbin/../local/lib/RT/Authen/ExternalAuth.pm:308)
[Tue Nov 27 17:49:40 2012] [info]: Successful login for tstuser from 10.100.0.34 (/opt/rt4/sbin/../local/lib/RT/Authen/ExternalAuth.pm:219)
[Tue Nov 27 17:49:40 2012] [debug]: Autohandler called ExternalAuth. Response: (1, Successful login) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11)

Karmi Simonov | System Administrator
TEL +972.9.7618000 EXT. 148 | FAX +972.9.7467901 | karmi at panayainc.com<mailto:karmi at panayainc.com>
PANAYA Making ERP Easy | www.panayainc.com<http://www.panayainc.com>

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From tjg at soe.ucsc.edu  Tue Nov 27 13:19:29 2012
From: tjg at soe.ucsc.edu (Tim Gustafson)
Date: Tue, 27 Nov 2012 10:19:29 -0800
Subject: [rt-users] Merging RT Installations
In-Reply-To: <20121127172104.GC1823@jibsheet.com>
References: <CAG27QgSLtJ8W69HN+Qg-sC6BtaZigQHk+dxK87H0dxfpHzc7BQ@mail.gmail.com>
	<20121127172104.GC1823@jibsheet.com>
Message-ID: <CAG27QgSrPu-fYuV-2f4+sxQLXXGWEO62cGNpv=ONvCnPzNCCJw@mail.gmail.com>

> There isn't currently a released tool for this.
> We've been working on something and testing it out with a few clients
> and expect that it will ship with 4.2.
>
> If you need this prior to the public release, I can point you at the
> right people to figure it out.

What's the planned release date for 4.2?  I think I can hold off
importing the old data for a few months, but probably not more than 3
months.

-- 

Tim Gustafson
tjg at soe.ucsc.edu
831-459-5354
Baskin Engineering, Room 313A


From johnj at msu.edu  Tue Nov 27 13:30:41 2012
From: johnj at msu.edu (John Johnston)
Date: Tue, 27 Nov 2012 13:30:41 -0500
Subject: [rt-users] RT 4.08 Account creation
In-Reply-To: <20121127172522.GE1823@jibsheet.com>
References: <50AD1C4B.3090102@msu.edu> <20121127172522.GE1823@jibsheet.com>
Message-ID: <50B506D1.9000605@msu.edu>

Thanks Kevin,

We've been using the REST API for creating the tickets.  We assign 
certain critical variables using the values returned by Shibboleth 
authentication first:

my $your_netid = $ENV{'REMOTE_USER'};
my $your_full_name = $ENV{'displayName'};
my $your_phone = $query->param("PHONE");
my $your_subject = $query->param("SUBJECT");
my $your_comments = $query->param("COMMENTS");
my $your_public = $query->param("PUBLIC");

Set the server and then login using an authorized admin user:

my $rt = RT::Client::REST->new(
     server  => ($ENV{RTSERVER} || 'http://our.domain.com'),
     );

     $rt->login(
     username=> "adminusername",
     password=> "adminpassword",
     );

Then create the ticket.

my $ticket = RT::Client::REST::Ticket->new(
         rt  => $rt,
         queue   => "General",
         subject => "$your_subject",
         requestor => [$your_netid],
         cf => {
                 'public' => $your_public,
             },
     )->store(text => "$your_comments");

my $newticket =  $ticket->id;

To elaborate on the forms further, they were created by someone no 
longer with our organization, and modifications were not well documented 
(if at all).  The action on our old RT instance was as the "netid" was 
passed into RT, the account (if it did not already exist), was created 
with the username and email set to the netid. When these forms were 
moved to the new RT instance, everything was pretty much the same, 
except that the email address field was not filled in.  To work around 
this problem, we tried adding this code using bin/RT:

my $clean_email = $ENV{'mail'};
$clean_email =~ s/\@/\\@/g;
$result = `/opt/rt4/bin/rt create -t user add Name=$your_netid 
EmailAddress=$clean_email `;

As I said previously, if you "hard code" in an email for $clean_email, 
it works every time as one would expect.  If not, and you pass in the 
shib variable as shown above, it fails.

Thanks for any input.

John

On 11/27/12 12:25 PM, Kevin Falcone wrote:
> On Wed, Nov 21, 2012 at 01:24:11PM -0500, John Johnston wrote:
>>     I've installed RT 4.0.8 on a RHEL 6.2 system and overall it's working fine with one notable
>>     exception.  We authenticate users with Shibboleth, and once so authenticated they are able to
>>     create tickets.  First time users have their accounts auto-created.  We had a previous
>>     instance of RT 3.0.7 and used perl-based forms for ticket creation.  Auto-creation of accounts
>>     worked fine, with the displayname, email, and userid returned from Shibboleth and passed to
>>     RT.  However, these same forms when used on RT 4.0.8 while they *do* create the account if it
>>     doesn't exist, and it does set the "Name" to the email address, the "EmailAddress" itself and
>>     "RealName" are left blank.
> How do your forms create tickets/accounts?  Using bin/rt or sending
> mail as the user or something else?  I can see what you've done with
> testing, but knowing how they normally work is helpful.
>
> Unfortunately, without some logs, or a clearer sense of exactly what
> runs during the non-debugging form, it's hard to guess at what is
> going on.
>
> -kevin
>
>>     This means that users cannot get email on their tickets (confirmatory or otherwise), unless an
>>     administrator goes in, selects the account, and manually adds the email address.  I've tried
>>     several workarounds, including doing a mysql query to see if the account exists, and if not,
>>     to create it using an RT CLI command encased in backticks.  This is contained in our "contact"
>>     ticket creation form.  I've experimented with several options, including escaping the "@" in
>>     the email address.  Recently, I used Encode to ensure the values obtained from Shibboleth were
>>     converted into UTF-8 before being passed to the RT CLI command, and this *sort of* worked.
>>     Interestingly, it added the account but dropped the letter "e" from the mymail.edu address (to
>>     leave mymail.du).  Also interesting, is if I bypass the Shibboleth values and hard code in an
>>     email address like:
>>
>>     my $clean_email = [1]"skippy at mailme.edu"
>>
>>     And pass it to the RT CLI command like:
>>
>>     $result = `/opt/rt4/bin/rt create -t user add Name=$your_netid EmailAddress=$clean_email `;
>>
>>     ...again, it works fine.
>>
>>     I've been banging my head on this for awhile.  Any insights would be appreciated.
>>
>>
>> --------
>> We're hiring! http://bestpractical.com/jobs

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From testwreq at gmail.com  Tue Nov 27 15:25:05 2012
From: testwreq at gmail.com (testwreq wreq)
Date: Tue, 27 Nov 2012 15:25:05 -0500
Subject: [rt-users] Merging RT Installations
In-Reply-To: <CAG27QgSrPu-fYuV-2f4+sxQLXXGWEO62cGNpv=ONvCnPzNCCJw@mail.gmail.com>
References: <CAG27QgSLtJ8W69HN+Qg-sC6BtaZigQHk+dxK87H0dxfpHzc7BQ@mail.gmail.com>
	<20121127172104.GC1823@jibsheet.com>
	<CAG27QgSrPu-fYuV-2f4+sxQLXXGWEO62cGNpv=ONvCnPzNCCJw@mail.gmail.com>
Message-ID: <CAE9VTQJXT7hvTpcg4kpdU91NODRBVsqTjjbWMWpq7mMgMQSJQQ@mail.gmail.com>

We have a similar situation where we want to import our open tickets from
the current 3.8.2 sytem to the new 4.0.8 installation. Is there a script
that can help do that?

On Tue, Nov 27, 2012 at 1:19 PM, Tim Gustafson <tjg at soe.ucsc.edu> wrote:

> > There isn't currently a released tool for this.
> > We've been working on something and testing it out with a few clients
> > and expect that it will ship with 4.2.
> >
> > If you need this prior to the public release, I can point you at the
> > right people to figure it out.
>
> What's the planned release date for 4.2?  I think I can hold off
> importing the old data for a few months, but probably not more than 3
> months.
>
> --
>
> Tim Gustafson
> tjg at soe.ucsc.edu
> 831-459-5354
> Baskin Engineering, Room 313A
> --------
> We're hiring! http://bestpractical.com/jobs
>
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From falcone at bestpractical.com  Tue Nov 27 21:39:15 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 27 Nov 2012 21:39:15 -0500
Subject: [rt-users] Merging RT Installations
In-Reply-To: <CAG27QgSrPu-fYuV-2f4+sxQLXXGWEO62cGNpv=ONvCnPzNCCJw@mail.gmail.com>
References: <CAG27QgSLtJ8W69HN+Qg-sC6BtaZigQHk+dxK87H0dxfpHzc7BQ@mail.gmail.com>
	<20121127172104.GC1823@jibsheet.com>
	<CAG27QgSrPu-fYuV-2f4+sxQLXXGWEO62cGNpv=ONvCnPzNCCJw@mail.gmail.com>
Message-ID: <20121128023915.GF1823@jibsheet.com>

On Tue, Nov 27, 2012 at 10:19:29AM -0800, Tim Gustafson wrote:
> > There isn't currently a released tool for this.
> > We've been working on something and testing it out with a few clients
> > and expect that it will ship with 4.2.
> >
> > If you need this prior to the public release, I can point you at the
> > right people to figure it out.
> 
> What's the planned release date for 4.2?  I think I can hold off
> importing the old data for a few months, but probably not more than 3
> months.

Unfortunately, we can't commit to release dates.  We're currently hard
at work on a lot of feature branches that will be part of 4.2.  We'll
be making 4.1 development releases, so it may be worth monitoring
rt-devel for those releases.

-kevin
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From falcone at bestpractical.com  Tue Nov 27 21:40:43 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 27 Nov 2012 21:40:43 -0500
Subject: [rt-users] Merging RT Installations
In-Reply-To: <CAE9VTQJXT7hvTpcg4kpdU91NODRBVsqTjjbWMWpq7mMgMQSJQQ@mail.gmail.com>
References: <CAG27QgSLtJ8W69HN+Qg-sC6BtaZigQHk+dxK87H0dxfpHzc7BQ@mail.gmail.com>
	<20121127172104.GC1823@jibsheet.com>
	<CAG27QgSrPu-fYuV-2f4+sxQLXXGWEO62cGNpv=ONvCnPzNCCJw@mail.gmail.com>
	<CAE9VTQJXT7hvTpcg4kpdU91NODRBVsqTjjbWMWpq7mMgMQSJQQ@mail.gmail.com>
Message-ID: <20121128024043.GG1823@jibsheet.com>

On Tue, Nov 27, 2012 at 03:25:05PM -0500, testwreq wreq wrote:
>    We have a similar situation where we want to import our open tickets from the current 3.8.2
>    sytem to the new 4.0.8 installation. Is there a script that can help do that?

That sounds like you want a simple upgrade.
Have you reviewed the upgrading process documentation?
It's covered in the README and UPGRADING-4.0 available from here
http://bestpractical.com/rt/docs/latest/

and written about here

http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html

-kevin
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From falcone at bestpractical.com  Tue Nov 27 22:03:31 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 27 Nov 2012 22:03:31 -0500
Subject: [rt-users] ExternalAuth isn't updating EmailAddress
In-Reply-To: <BEBA8A5A23F89E4C93657FBF15D7AE4D31725418@XEXMBX01.services.local>
References: <BEBA8A5A23F89E4C93657FBF15D7AE4D31725418@XEXMBX01.services.local>
Message-ID: <20121128030331.GH1823@jibsheet.com>

On Tue, Nov 27, 2012 at 05:54:51PM +0000, Karmi Simonov wrote:
>    I'm running RT4.0.6 with the last ExternalAuth plugin.

Please check your ExternalAuth version in Tools -> Configuration -> Tools ->
System Configuration, your debug lines don't line up with the latest
version.

-kevin
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From falcone at bestpractical.com  Tue Nov 27 22:07:44 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 27 Nov 2012 22:07:44 -0500
Subject: [rt-users] RT 4.08 Account creation
In-Reply-To: <50B506D1.9000605@msu.edu>
References: <50AD1C4B.3090102@msu.edu> <20121127172522.GE1823@jibsheet.com>
	<50B506D1.9000605@msu.edu>
Message-ID: <20121128030744.GI1823@jibsheet.com>

On Tue, Nov 27, 2012 at 01:30:41PM -0500, John Johnston wrote:
>    We've been using the REST API for creating the tickets.  We assign certain critical variables
>    using the values returned by Shibboleth authentication first:
> 
>    my $your_netid = $ENV{'REMOTE_USER'};

Presumably REMOTE_USER is set to johnj rather than johnj at msu.edu?

>        my $ticket = RT::Client::REST::Ticket->new(
>            rt  => $rt,
>            queue   => "General",
>            subject => "$your_subject",
>            requestor => [$your_netid],
>            cf => {
>                    'public' => $your_public,
>                },
>        )->store(text => "$your_comments");
>    my $newticket =  $ticket->id;

With this call, I don't see how RT could possibly know your Email
Address.  My assumption is that your RT 3.0 install had a local
modification to set empty Email Addresses to the Username +
@yourdomain.  This is a pretty common thing to do using the
CanonicalizeUserInfo method.  I'd suggest checking for a missed
customization.

-kevin
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From johnj at msu.edu  Tue Nov 27 22:47:27 2012
From: johnj at msu.edu (John Johnston)
Date: Tue, 27 Nov 2012 22:47:27 -0500
Subject: [rt-users] RT 4.08 Account creation
In-Reply-To: <20121128030744.GI1823@jibsheet.com>
References: <50AD1C4B.3090102@msu.edu> <20121127172522.GE1823@jibsheet.com>
	<50B506D1.9000605@msu.edu> <20121128030744.GI1823@jibsheet.com>
Message-ID: <50B5894F.7070509@msu.edu>

Actually no, REMOTE_USER in our institution includes the domain name, so 
in this example it would be johnj at msu.edu.  I have double checked this 
by having the form spit out the variables returned by the Shibboleth IdP.

John

On 11/27/12 10:07 PM, Kevin Falcone wrote:
> On Tue, Nov 27, 2012 at 01:30:41PM -0500, John Johnston wrote:
>>     We've been using the REST API for creating the tickets.  We assign certain critical variables
>>     using the values returned by Shibboleth authentication first:
>>
>>     my $your_netid = $ENV{'REMOTE_USER'};
> Presumably REMOTE_USER is set to johnj rather than johnj at msu.edu?
>
>>         my $ticket = RT::Client::REST::Ticket->new(
>>             rt  => $rt,
>>             queue   => "General",
>>             subject => "$your_subject",
>>             requestor => [$your_netid],
>>             cf => {
>>                     'public' => $your_public,
>>                 },
>>         )->store(text => "$your_comments");
>>     my $newticket =  $ticket->id;
> With this call, I don't see how RT could possibly know your Email
> Address.  My assumption is that your RT 3.0 install had a local
> modification to set empty Email Addresses to the Username +
> @yourdomain.  This is a pretty common thing to do using the
> CanonicalizeUserInfo method.  I'd suggest checking for a missed
> customization.
>
> -kevin
>
>
> --------
> We're hiring! http://bestpractical.com/jobs

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From Thomas.Lau at principleone.com  Wed Nov 28 05:13:36 2012
From: Thomas.Lau at principleone.com (Thomas Lau)
Date: Wed, 28 Nov 2012 10:13:36 +0000
Subject: [rt-users] email dashboard with grid
Message-ID: <8BFBF14CE1F57C46A863FE2E8F367A8902D330@p1hkdcwx04.hk.principleone.com>

Dear All,

Does anyone know if dashboard which scheduled to send out could include grid on table?

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

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From karmi.simonov at panayainc.com  Wed Nov 28 06:29:37 2012
From: karmi.simonov at panayainc.com (Karmi Simonov)
Date: Wed, 28 Nov 2012 11:29:37 +0000
Subject: [rt-users] ExternalAuth isn't updating EmailAddress
In-Reply-To: <20121128030331.GH1823@jibsheet.com>
References: <BEBA8A5A23F89E4C93657FBF15D7AE4D31725418@XEXMBX01.services.local>
	<20121128030331.GH1823@jibsheet.com>
Message-ID: <BEBA8A5A23F89E4C93657FBF15D7AE4D31727292@XEXMBX01.services.local>

RT::Authen::ExternalAuth is at 0.08.

Karmi.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: 28 November 2012 05:04
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] ExternalAuth isn't updating EmailAddress

On Tue, Nov 27, 2012 at 05:54:51PM +0000, Karmi Simonov wrote:
>    I'm running RT4.0.6 with the last ExternalAuth plugin.

Please check your ExternalAuth version in Tools -> Configuration -> Tools -> System Configuration, your debug lines don't line up with the latest version.

-kevin


From telmo.cardoso at gmail.com  Wed Nov 28 07:47:06 2012
From: telmo.cardoso at gmail.com (Telmo Cardoso)
Date: Wed, 28 Nov 2012 12:47:06 +0000
Subject: [rt-users] RT_SiteConfig.pm
Message-ID: <CALWkshq1oxXGtnEPh+67zMacUJmdPRXWYWMX5CKVAu_3Tud6-w@mail.gmail.com>

Hi,

first of all, I'm sorry for my last email that was sent twice. I receive an
error on first email, so I though it was a problem with attach and remade
it without attach.

About my current problem, I create the file RT_SiteConfig.pm under
{RT_PATH}/etc with only this content in order to test it:
Set($LogoLinkURL,"http://www.companySite.com");

And it seems RT installation is ignoring this, so logo is still linking at
http://bestpractical.com/

Its necessary to restart any service?

Thanks,
   Telmo Cardoso
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From testwreq at gmail.com  Wed Nov 28 08:48:02 2012
From: testwreq at gmail.com (testwreq wreq)
Date: Wed, 28 Nov 2012 08:48:02 -0500
Subject: [rt-users] Merging RT Installations
In-Reply-To: <20121128024043.GG1823@jibsheet.com>
References: <CAG27QgSLtJ8W69HN+Qg-sC6BtaZigQHk+dxK87H0dxfpHzc7BQ@mail.gmail.com>
	<20121127172104.GC1823@jibsheet.com>
	<CAG27QgSrPu-fYuV-2f4+sxQLXXGWEO62cGNpv=ONvCnPzNCCJw@mail.gmail.com>
	<CAE9VTQJXT7hvTpcg4kpdU91NODRBVsqTjjbWMWpq7mMgMQSJQQ@mail.gmail.com>
	<20121128024043.GG1823@jibsheet.com>
Message-ID: <CAE9VTQLCZOx+c=GJDmpggB_9GCgqNx7L1+grMa5PUjYFj+XXyA@mail.gmail.com>

Actually, there are 2 seperate installations of RT 3.8.2 and 4.0.8 on
centosos and ubuntu respectively. We need to import open tickets from 3.8.2
and export them into 4.0.8. Are there any scripts in the upgrade that can
be pulled to do this?

On Tue, Nov 27, 2012 at 9:40 PM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Tue, Nov 27, 2012 at 03:25:05PM -0500, testwreq wreq wrote:
> >    We have a similar situation where we want to import our open tickets
> from the current 3.8.2
> >    sytem to the new 4.0.8 installation. Is there a script that can help
> do that?
>
> That sounds like you want a simple upgrade.
> Have you reviewed the upgrading process documentation?
> It's covered in the README and UPGRADING-4.0 available from here
> http://bestpractical.com/rt/docs/latest/
>
> and written about here
>
> http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html
>
> -kevin
>
> --------
> We're hiring! http://bestpractical.com/jobs
>
>
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From qcxhome at gmail.com  Wed Nov 28 08:49:54 2012
From: qcxhome at gmail.com (tkdchen)
Date: Wed, 28 Nov 2012 21:49:54 +0800
Subject: [rt-users] How to name a custom field?
Message-ID: <CADTkS=8dA3f-TVr5sjbo2OSoxLBJYfCPZ_XUZq5QX84LLGWf+A@mail.gmail.com>

Hi,


I'm using REST API to create a ticket. And see that I can pass
CF_<CustomFieldField>: <FieldValue> to create custom field for that new
ticket. However, when I pass "CF_EmailAddress: tester at company.com" as the
part of post data, my company's RT tell me EmailAddress is not valid. I
searched from Internet and no document has more detail about this. Please
give me guide. Thanks!


-- 

Chenxiong Qi
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From walid.haider at movensis.com  Wed Nov 28 08:56:18 2012
From: walid.haider at movensis.com (Walid Haider)
Date: Wed, 28 Nov 2012 13:56:18 +0000
Subject: [rt-users] FW: RT 4.0.8 + Fedora 16 - Almost There
In-Reply-To: <CAOa-srSvHNXXQZV=e0nstuCAFbMFs2T3GbFTaGoJtH9JaXQ3SA@mail.gmail.com>
References: <CAOa-srSvHNXXQZV=e0nstuCAFbMFs2T3GbFTaGoJtH9JaXQ3SA@mail.gmail.com>
Message-ID: <81579A7D7E41FC44AFD2FB9D8AD8C88201F9EF96D999@mov-srv-central>

Hi All,

I have managed to install RT4.0.8 on Fedora 16, but when I launch RT from a browser, I am getting:

You're almost there!

You appear to have installed RT's web interface correctly but not yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your web server's configuration file to instruct it to use RT's fastcgi or mod_perl handler.

I have tried to follow the instructions in order to configure RT to work with Apache 2 + mod_perl  but surely, I am missing some configuration and cannot figure out what it is.

Any help would be much appreciated.

Attached is the http.conf file.

NB: I have also added "LoadModule perl_module modules/mod_perl.so" to http.conf. Is that necessary?


Thanks in anticipation,

Regards,
Walid


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From xavier.reigner at sensile.com  Wed Nov 28 09:28:03 2012
From: xavier.reigner at sensile.com (Xavier Reigner)
Date: Wed, 28 Nov 2012 15:28:03 +0100
Subject: [rt-users] How to set a specific 'Depended on' by from scrip
In-Reply-To: <20121127171658.GB1823@jibsheet.com>
References: <CABdhueAiF-bKmcO=AnThgy1Y48QaxMN892rCD7TM4=Lg5GV1fA@mail.gmail.com>
	<20121127171658.GB1823@jibsheet.com>
Message-ID: <CABdhueAAtyLWwBp3wn0WFerBO8mcvXvKAuoCAc43ZbywQ3Ucdg@mail.gmail.com>

Excellent, I finally got what I want doing like this :

my $newdependedonby = 1234;
my ($status, $msg) =
$self->TicketObj->AddLink(Type=>'DependsOn',Base=>$newdependedonby );

Thanks Kevin,
X


On 27 November 2012 18:16, Kevin Falcone wrote:

> On Tue, Nov 27, 2012 at 02:39:40PM +0100, Xavier Reigner wrote:
> >    In addition, I'd like to specify a link "Depended on by" to the
> tickets according to the
> >    previous test. I'm still confusing how I should update this field.
> >    $RT::Logger->info("Auto reference ticket #". $T_Obj->id ." to ticket
> #1234" );
> >    my ($status, $msg) = $self->TicketObj->_Set( 'DependedOnBy', '1234');
>
> _Set is really dangerous.  In general, you should never use it.
>
> You want to call AddLink on your ticket.
> http://bestpractical.com/rt/docs/latest/RT/Ticket.html#AddLink
>
> -kevin
>
> >    unless( $status ) {
> >    $RT::Logger->error( "Unable to assign the ticket DependedOnBy" );
> >    return undef;
> >    }
> >    return 1;
>
>
>
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From telmo.cardoso at gmail.com  Wed Nov 28 09:56:15 2012
From: telmo.cardoso at gmail.com (Telmo Cardoso)
Date: Wed, 28 Nov 2012 14:56:15 +0000
Subject: [rt-users] RT_SiteConfig.pm
In-Reply-To: <CALWkshq1oxXGtnEPh+67zMacUJmdPRXWYWMX5CKVAu_3Tud6-w@mail.gmail.com>
References: <CALWkshq1oxXGtnEPh+67zMacUJmdPRXWYWMX5CKVAu_3Tud6-w@mail.gmail.com>
Message-ID: <CALWksho_wDsjo-YN=SPx8HAaqXGu6SGdL8xSEreRmES-TDTiPA@mail.gmail.com>

Hi again,

Ok, I edited /etc/request-tracker4/RT_SiteConfig.d/99-localconfig,
restarted apache2 and it worked.

Can anyone answer my other questions? Like where can I edit the "RT for
company name" that appears on top of page?

Thanks a lot,
   Telmo Cardoso


On Wed, Nov 28, 2012 at 12:47 PM, Telmo Cardoso <telmo.cardoso at gmail.com>wrote:

> Hi,
>
> first of all, I'm sorry for my last email that was sent twice. I receive
> an error on first email, so I though it was a problem with attach and
> remade it without attach.
>
>  About my current problem, I create the file RT_SiteConfig.pm under
> {RT_PATH}/etc with only this content in order to test it:
> Set($LogoLinkURL,"http://www.companySite.com");
>
> And it seems RT installation is ignoring this, so logo is still linking at
> http://bestpractical.com/
>
> Its necessary to restart any service?
>
> Thanks,
>    Telmo Cardoso
>
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From falcone at bestpractical.com  Wed Nov 28 12:14:09 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 28 Nov 2012 12:14:09 -0500
Subject: [rt-users] ExternalAuth isn't updating EmailAddress
In-Reply-To: <BEBA8A5A23F89E4C93657FBF15D7AE4D31727292@XEXMBX01.services.local>
References: <BEBA8A5A23F89E4C93657FBF15D7AE4D31725418@XEXMBX01.services.local>
	<20121128030331.GH1823@jibsheet.com>
	<BEBA8A5A23F89E4C93657FBF15D7AE4D31727292@XEXMBX01.services.local>
Message-ID: <20121128171409.GJ1823@jibsheet.com>

On Wed, Nov 28, 2012 at 11:29:37AM +0000, Karmi Simonov wrote:
> RT::Authen::ExternalAuth is at 0.08.

The current release of RT-Authen-ExternalAuth is 0.12
Try that version.

-kevin

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
> Sent: 28 November 2012 05:04
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] ExternalAuth isn't updating EmailAddress
> 
> On Tue, Nov 27, 2012 at 05:54:51PM +0000, Karmi Simonov wrote:
> >    I'm running RT4.0.6 with the last ExternalAuth plugin.
> 
> Please check your ExternalAuth version in Tools -> Configuration -> Tools -> System Configuration, your debug lines don't line up with the latest version.
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From falcone at bestpractical.com  Wed Nov 28 12:15:46 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 28 Nov 2012 12:15:46 -0500
Subject: [rt-users] Merging RT Installations
In-Reply-To: <CAE9VTQLCZOx+c=GJDmpggB_9GCgqNx7L1+grMa5PUjYFj+XXyA@mail.gmail.com>
References: <CAG27QgSLtJ8W69HN+Qg-sC6BtaZigQHk+dxK87H0dxfpHzc7BQ@mail.gmail.com>
	<20121127172104.GC1823@jibsheet.com>
	<CAG27QgSrPu-fYuV-2f4+sxQLXXGWEO62cGNpv=ONvCnPzNCCJw@mail.gmail.com>
	<CAE9VTQJXT7hvTpcg4kpdU91NODRBVsqTjjbWMWpq7mMgMQSJQQ@mail.gmail.com>
	<20121128024043.GG1823@jibsheet.com>
	<CAE9VTQLCZOx+c=GJDmpggB_9GCgqNx7L1+grMa5PUjYFj+XXyA@mail.gmail.com>
Message-ID: <20121128171546.GK1823@jibsheet.com>

On Wed, Nov 28, 2012 at 08:48:02AM -0500, testwreq wreq wrote:
>    Actually, there are 2 seperate installations of RT 3.8.2 and 4.0.8 on centosos and ubuntu
>    respectively. We need to import open tickets from 3.8.2 and export them into 4.0.8. Are there
>    any scripts in the upgrade that can be pulled to do this?

Nope.  Please see my earlier reply to Tim Gustafson.

-kevin

>    On Tue, Nov 27, 2012 at 9:40 PM, Kevin Falcone <[1]falcone at bestpractical.com> wrote:
> 
>      On Tue, Nov 27, 2012 at 03:25:05PM -0500, testwreq wreq wrote:
>      > We have a similar situation where we want to import our open tickets from the current
>      3.8.2
>      > sytem to the new 4.0.8 installation. Is there a script that can help do that?
> 
>      That sounds like you want a simple upgrade.
>      Have you reviewed the upgrading process documentation?
>      It's covered in the README and UPGRADING-4.0 available from here
>      [2]http://bestpractical.com/rt/docs/latest/
> 
>      and written about here
> 
>      [3]http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html
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From falcone at bestpractical.com  Wed Nov 28 12:18:16 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 28 Nov 2012 12:18:16 -0500
Subject: [rt-users] How to name a custom field?
In-Reply-To: <CADTkS=8dA3f-TVr5sjbo2OSoxLBJYfCPZ_XUZq5QX84LLGWf+A@mail.gmail.com>
References: <CADTkS=8dA3f-TVr5sjbo2OSoxLBJYfCPZ_XUZq5QX84LLGWf+A@mail.gmail.com>
Message-ID: <20121128171816.GL1823@jibsheet.com>

On Wed, Nov 28, 2012 at 09:49:54PM +0800, tkdchen wrote:
>    I'm using REST API to create a ticket. And see that I can pass CF_<CustomFieldField>:
>    <FieldValue> to create custom field for that new ticket. However, when I pass

Actually, you want CF.{EmailAddress} or the old old style of
CF-EmailAddress.  I'm not aware of CF_EmailAddress being valid in any
part of RT.  If you found this documented on the wiki, I'd appreciate
it if you fixed the documentation there.

-kevin

>    "CF_EmailAddress: [1]tester at company.com" as the part of post data, my company's RT tell me
>    EmailAddress is not valid. I searched from Internet and no document has more detail about
>    this. Please give me guide. Thanks!
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From mutaahir at gmail.com  Wed Nov 28 13:55:15 2012
From: mutaahir at gmail.com (mutaahir)
Date: Wed, 28 Nov 2012 23:55:15 +0500
Subject: [rt-users] Request Tracker 4.0.4 via Apt-get on Ubuntu 12.04 -
	Apache Errors
Message-ID: <CAPQKfpPM_Nzu5HMacmoaVdv6S7B3dy-f2Br5H6a4mWTrq5jdHg@mail.gmail.com>

Hi All,

I am still having problems in trying to run request tracker on my linode
vps with ubuntu 12.04. I have other php scripts installed in /var/www

RT is installed in : /etc/request-tracker4/
 /usr/share/request-tracker4/

following are the errors when I try to browse to "http://mydomain.com/rt"

-----------------------------
[Wed Nov 28 18:42:52 2012] [warn] FastCGI: server
"/usr/share/request-tracker4/libexec/rt-server.fcgi" has failed to remain
running for 30 seconds given 3 attempts, its restart interval has been
backed off to 600 seconds
[Wed Nov 28 18:47:52 2012] [warn] FastCGI: server
"/usr/share/request-tracker4/libexec/rt-server.fcgi" has failed to remain
running for 30 seconds given 3 attempts, its restart interval has been
backed off to 600 seconds
[Wed Nov 28 18:47:52 2012] [warn] FastCGI: server
"/usr/share/request-tracker4/libexec/rt-server.fcgi" restarted (pid 4894)
[Wed Nov 28 18:47:53 2012] [warning]: Constant subroutine
Plack::Handler::FCGI::RUNNING_IN_HELL redefined at /usr/share/perl/5.14/
constant.pm line 136. (/usr/share/perl/5.14/constant.pm:136)
[Wed Nov 28 18:47:53 2012] [warning]: Subroutine new redefined at
/usr/share/perl5/Plack/Handler/FCGI.pm line 13.
(/usr/share/perl5/Plack/Handler/FCGI.pm:13)
[Wed Nov 28 18:47:53 2012] [warning]: Subroutine run redefined at
/usr/share/perl5/Plack/Handler/FCGI.pm line 29.
(/usr/share/perl5/Plack/Handler/FCGI.pm:29)
[Wed Nov 28 18:47:53 2012] [warning]: Subroutine _handle_response redefined
at /usr/share/perl5/Plack/Handler/FCGI.pm line 158.
(/usr/share/perl5/Plack/Handler/FCGI.pm:158)
[Wed Nov 28 18:47:53 2012] [warning]: Subroutine daemon_fork redefined at
/usr/share/perl5/Plack/Handler/FCGI.pm line 188.
(/usr/share/perl5/Plack/Handler/FCGI.pm:188)
[Wed Nov 28 18:47:53 2012] [warning]: Subroutine daemon_detach redefined at
/usr/share/perl5/Plack/Handler/FCGI.pm line 193.
(/usr/share/perl5/Plack/Handler/FCGI.pm:193)
[Wed Nov 28 18:47:53 2012] [crit]: Something went wrong while trying to run
RT's standalone web server:
        Undefined subroutine &FCGI::FAIL_ACCEPT_ON_INTR called at
/usr/share/perl5/Plack/Handler/FCGI.pm line 51.
(/usr/share/request-tracker4/lib/RT.pm:351)
Something went wrong while trying to run RT's standalone web server:
        Undefined subroutine &FCGI::FAIL_ACCEPT_ON_INTR called at
/usr/share/perl5/Plack/Handler/FCGI.pm line 51.
[Wed Nov 28 18:47:53 2012] [warn] FastCGI: server
"/usr/share/request-tracker4/libexec/rt-server.fcgi" (pid 4894) terminated
by calling exit with status '255'
[Wed Nov 28 18:47:53 2012] [warn] FastCGI: server
"/usr/share/request-tracker4/libexec/rt-server.fcgi" has failed to remain
running for 30 seconds given 3 attempts, its restart interval has been
backed off to 600 seconds

[Wed Nov 28 18:54:02 2012] [crit]: Something went wrong while trying to run
RT's standalone web server:
        Undefined subroutine &FCGI::FAIL_ACCEPT_ON_INTR called at
/usr/share/perl5/Plack/Handler/FCGI.pm line 51.
(/usr/share/request-tracker4/lib/RT.pm:351)
Something went wrong while trying to run RT's standalone web server:
        Undefined subroutine &FCGI::FAIL_ACCEPT_ON_INTR called at
/usr/share/perl5/Plack/Handler/FCGI.pm line 51.
[Wed Nov 28 18:54:02 2012] [warn] FastCGI: server
"/usr/share/request-tracker4/libexec/rt-server.fcgi" (pid 5104) terminated
by calling exit with status '255'
[Wed Nov 28 18:54:02 2012] [warn] FastCGI: server
"/usr/share/request-tracker4/libexec/rt-server.fcgi" has failed to remain
running for 30 seconds given 3 attempts, its restart interval has been
backed off to 600 seconds

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

I am not able to resolve these, I have checked all perl dependencies are
installed. I disabled the GnuGPG in a config file and it removed some
errors from apache error log.

Following is the entry I have in my /etc/apache2/sites-available/default
file :

AddDefaultCharset UTF-8
FastCgiServer /usr/share/request-tracker4/libexec/rt-server.fcgi -processes
5 -idle-timeout 300
#FastCgiServer /usr/share/request-tracker4/libexec/rt-server.fcgi
-initial-env RT_SITE_CONFIG=/etc/request-tracker4/RT_SiteConfig.pm
Alias /rt/NoAuth/images/ /usr/share/request-tracker4/html/NoAuth/images/
ScriptAlias /rt /usr/share/request-tracker4/libexec/rt-server.fcgi

        <Location /rt>
            Order allow,deny
            Allow from all

            Options +ExecCGI
            AddHandler fastcgi-script fcgi
        </Location>

Will be grateful if someone could assist in getting this up and running. I
have followed / read various how-tos etc but I am not much knowledgeable
about perl.

Kind regards
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From clutch68rs at gmail.com  Wed Nov 28 14:38:27 2012
From: clutch68rs at gmail.com (S P)
Date: Wed, 28 Nov 2012 11:38:27 -0800
Subject: [rt-users] strange issue with deny.hosts and request tracker sorting
Message-ID: <50B66833.6050604@gmail.com>

Hi all,
We have a really weird issue, currently running RT4.0.8 but it was also 
present before we upgraded from 3.8.4 to 4.0.8 on CentOS 6.3 w/ 
2.6.32-279.14.1.el6.x86_64 on x86_64, Apache/2.2.15 on Xeon CPU E5607 @ 
2.27GHz, 4 core.

When performing certain functions in the web interface, such as sorting 
a list of tickets by number or priority, a mystery process writes the IP 
address of the user to hosts.deny (blocking access to all services on 
the server) and after a short period of time, the address is purged from 
hosts.deny and the user doing the sorting can once again access RT.

The IPs for these users are already present in hosts.allow (and are 
obviously being ignored). Fail2ban is not installed. Denyhosts is not 
installed. SELinux is disabled. We only have about 3000 tickets in RT, 
and performance is great. Except when you go to sort a list (could be 
10, or 200 tickets) and you're locked out momentarily. Additionally, 
OSSEC reports "A web attack returned code 200 (success)" at the moment 
the IP is written to hosts.deny and apache access log reads:

GET 
/Search/Results.html?Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%27%3Cb%3E%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0A%27__QueueName__%27%2C%0A%27__Priority__%27%2C%0A%27__CreatedRelative__%27%2C%0A%27__LastUpdatedRelative__%27&Order=DESC&OrderBy=id&Page=1&Query=Owner%20%3D%20%27assistant%27%20AND%20Status%20%3D%20%27open%27&Rows=100 
HTTP/1.1" 200 32147 
"https://rt.mydomain.org/Search/Results.html?Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%27%3Cb%3E%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0A%27__QueueName__%27%2C%0A%27__Priority__%27%2C%0A%27__CreatedRelative__%27%2C%0A%27__LastUpdatedRelative__%27&Order=ASC&OrderBy=id&Page=1&Query=Owner%20%3D%20%27assistant%27%20AND%20Status%20%3D%20%27open%27&Rows=100" 
"Mozilla/5.0 (X11; Ubuntu; Linux i686; rv:16.0) Gecko/20100101 Firefox/16.0"

Other logs are of little help. Here's the relevant portion of httpd conf:
AddDefaultCharset UTF-8
DocumentRoot /opt/rt4/share/html
         <Location />
             Order allow,deny
             Allow from all
             SetHandler modperl
             PerlResponseHandler Plack::Handler::Apache2
             PerlSetVar psgi_app /opt/rt4/sbin/rt-server
         </Location>
         <Perl>
             use Plack::Handler::Apache2;
             Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
         </Perl>

Thank you in advance for any help you might be able to offer. I'd love 
to know what is writing to deny.hosts.

- Sean



From juanjillo at gmail.com  Wed Nov 28 17:53:12 2012
From: juanjillo at gmail.com (Juanjo)
Date: Wed, 28 Nov 2012 23:53:12 +0100
Subject: [rt-users] Problem with CPAN and prerequisites for RT 4.0.5
In-Reply-To: <20121127171546.GA1823@jibsheet.com>
References: <CACMXBdtVe13ubKHNp7xQ6sqnUS_jkLj0=UA1H24Nxw2PxZgKdA@mail.gmail.com>
	<20121127171546.GA1823@jibsheet.com>
Message-ID: <CACMXBdt3ObRPaS=6UGj=WvTPid0z-ez26vgVOhu6w1CzkdNOZg@mail.gmail.com>

IF i make the make test:

t/02graceful.t ....... 1/? [Test::TCP] Child process does not block(PID:
32413, PPID: 32412) at /usr/local/share/perl5/Test/TCP.pm line 121.
t/02graceful.t ....... ok
t/03post.t ........... 32426 at t/03post.t line 9.
Plack::Handler::Starlet: Accepting connections at http://0:50602/
127.0.0.1 - - [28/Nov/2012:23:50:18 +0100] "POST / HTTP/1.1" 200 3 "-"
"libwww-perl/6.04"
t/03post.t ........... ok
t/04-bumpy-life.t .... ok
t/05server-header.t .. 1/?
#   Failed test at t/05server-header.t line 14.
Use of uninitialized value $this in pattern match (m//) at
t/05server-header.t line 15.

#   Failed test at t/05server-header.t line 15.
#                   undef
#     doesn't match '(?-xism:Starlet)'
Use of uninitialized value $this in pattern match (m//) at
t/05server-header.t line 16.

#   Failed test at t/05server-header.t line 19.
Use of uninitialized value $this in pattern match (m//) at
t/05server-header.t line 20.
Use of uninitialized value $this in pattern match (m//) at
t/05server-header.t line 21.

#   Failed test at t/05server-header.t line 21.
#                   undef
#     doesn't match '(?-xism:Hello)'
[Test::TCP] Child process does not block(PID: 32430, PPID: 32429) at
/usr/local/share/perl5/Test/TCP.pm line 121.
# Looks like you failed 4 tests of 6.
t/05server-header.t .. Dubious, test returned 4 (wstat 1024, 0x400)
Failed 4/6 subtests
t/06remote_port.t .... 1/?
#   Failed test at t/06remote_port.t line 17.
Can't call method "sockport" on an undefined value at t/06remote_port.t
line 18.
[Test::TCP] Child process does not block(PID: 32437, PPID: 32436) at
/usr/local/share/perl5/Test/TCP.pm line 121.
# Tests were run but no plan was declared and done_testing() was not seen.
t/06remote_port.t .... Dubious, test returned 255 (wstat 65280, 0xff00)
Failed 1/1 subtests

Test Summary Report
-------------------
t/05server-header.t (Wstat: 1024 Tests: 6 Failed: 4)
  Failed tests:  1-2, 4, 6
  Non-zero exit status: 4
t/06remote_port.t  (Wstat: 65280 Tests: 1 Failed: 1)
  Failed test:  1
  Non-zero exit status: 255
  Parse errors: No plan found in TAP output
Files=7, Tests=118,  7 wallclock secs ( 0.16 usr  0.12 sys +  2.65 cusr
1.52 csys =  4.45 CPU)
Result: FAIL
Failed 2/7 test programs. 5/118 subtests failed.
make: *** [test_dynamic] Error 255




If i make


t/04-bumpy-life.t ....
ok 1 - min
ok 2 - max
1..2
ok
t/05server-header.t ..
not ok 1
not ok 2
ok 3

#   Failed test at t/05server-header.t line 14.
Use of uninitialized value $this in pattern match (m//) at
t/05server-header.t line 15.

#   Failed test at t/05server-header.t line 15.
#                   undef
#     doesn't match '(?-xism:Starlet)'
Use of uninitialized value $this in pattern match (m//) at
t/05server-header.t line 16.
not ok 4

#   Failed test at t/05server-header.t line 19.
Use of uninitialized value $this in pattern match (m//) at
t/05server-header.t line 20.
ok 5
Use of uninitialized value $this in pattern match (m//) at
t/05server-header.t line 21.
not ok 6

#   Failed test at t/05server-header.t line 21.
#                   undef
#     doesn't match '(?-xism:Hello)'
[Test::TCP] Child process does not block(PID: 32489, PPID: 32488) at
/usr/local/share/perl5/Test/TCP.pm line 121.
1..6
# Looks like you failed 4 tests of 6.
Dubious, test returned 4 (wstat 1024, 0x400)
Failed 4/6 subtests
t/06remote_port.t ....
not ok 1

#   Failed test at t/06remote_port.t line 17.
Can't call method "sockport" on an undefined value at t/06remote_port.t
line 18.
[Test::TCP] Child process does not block(PID: 32496, PPID: 32495) at
/usr/local/share/perl5/Test/TCP.pm line 121.
# Tests were run but no plan was declared and done_testing() was not seen.
Dubious, test returned 255 (wstat 65280, 0xff00)
Failed 1/1 subtests

Test Summary Report
-------------------
t/05server-header.t (Wstat: 1024 Tests: 6 Failed: 4)
  Failed tests:  1-2, 4, 6
  Non-zero exit status: 4
t/06remote_port.t  (Wstat: 65280 Tests: 1 Failed: 1)
  Failed test:  1
  Non-zero exit status: 255
  Parse errors: No plan found in TAP output
Files=7, Tests=118,  7 wallclock secs ( 0.17 usr  0.13 sys +  2.61 cusr
1.55 csys =  4.46 CPU)
Result: FAIL



2012/11/27 Kevin Falcone <falcone at bestpractical.com>

> On Tue, Nov 27, 2012 at 11:47:44AM +0100, Juanjo wrote:
> >    I have some troubles with Plack::Handler::Starlet, in a frest install
> of Centos 6.3 X64 on a
> >    esx5.1 host
> >
> >    Update system and installed prerequisites (gcc, make, CPAM, YAML...)
>
> You probably want to grab the Starlet-0.16.tar.gz tarball off of CPAN
> manually (using metacpan.org or something) and then tar zxvf
> Starlet-0.16.tar.gz; perl Makefile.PL; make test; prove -lv
> t/05server-header.t and see if it gives you more information about
> what's happening.
>
> If there's nothing useful, you may want to diag() out the $port in
> that test and pause the test and make sure the test server is actually
> starting.
>
> -kevin
>
> >    Update to CPAN v19800
> >    # cpan
> >    cpan> install CPAN
> >    cpan> reload CPAN
> >    cpan> reload index
> >    cpan> install Bundle::CPAN
> >
> >    All seems ok.
> >
> >    cpan[1]> install Bundle::CPAN
> >    CPAN: Storable loaded ok (v2.20)
> >    Reading '/root/.cpan/Metadata'
> >    Database was generated on Tue, 27 Nov 2012 08:31:03 GMT
> >    CPAN: Module::CoreList loaded ok (v2.18)
> >    ExtUtils::MakeMaker is up to date (6.62).
> >    Test::Harness is up to date (3.25).
> >    ExtUtils::CBuilder is up to date (0.280205).
> >    File::Temp is up to date (0.22).
> >    Test::More is up to date (0.98).
> >    Data::Dumper is up to date (2.136).
> >    IO::Compress::Base is up to date (2.058).
> >    Compress::Zlib is up to date (2.058).
> >    IO::Zlib is up to date (1.10).
> >    Archive::Tar is up to date (1.90).
> >    Module::Build is up to date (0.4003).
> >    File::Spec is up to date (3.33).
> >    Digest::SHA is up to date (5.74).
> >    File::HomeDir is up to date (1.00).
> >    Archive::Zip is up to date (1.30).
> >    Net::FTP is up to date (2.77).
> >    Term::ReadKey is up to date (2.30).
> >    Term::ReadLine::Perl is up to date (1.0303).
> >    YAML is up to date (0.84).
> >    Parse::CPAN::Meta is up to date (1.4404).
> >    Text::Glob is up to date (0.09).
> >    CPAN is up to date (1.9800).
> >    File::Which is up to date (1.09).
> >
> >    But in a "make fixdeps" previously to install RT 4.0.5 y get this
> error:
> >
> >    Installing /usr/local/share/man/man3/Convert::Color.3pm
> >    PEVANS/Convert-Color-0.08.tar.gz
> >    ./Build install -- OK
> >
> >    SOME DEPENDENCIES WERE MISSING.
> >    PSGI missing dependencies:
> >    Plack::Handler::Starlet ...MISSING
> >    Can't locate Plack/Handler/Starlet.pm in @INC (@INC contains:
> /usr/local/lib64/perl5
> >    /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl
> /usr/share/perl5/vendor_perl
> >    /usr/lib64/perl5 /usr/share/perl5 /root/tmp/rt-4.0.5)
> >    CORE missing dependencies:
> >    MIME::Entity ...MISSING
> >    Can't locate MIME/Entity.pm in @INC (@INC contains:
> /usr/local/lib64/perl5
> >    /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl
> /usr/share/perl5/vendor_perl
> >    /usr/lib64/perl5 /usr/share/perl5 /root/tmp/rt-4.0.5)
> >    make: *** [fixdeps] Error 1
> >
> >    If i try to install Plack::Handler::Starlet manually i get this error:
> >
> >    cpan[1]> install Plack::Handler::Starlet
> >    CPAN: Storable loaded ok (v2.20)
> >
> >    t/02graceful.t ....... 1/? [Test::TCP] Child process does not
> block(PID: 26280, PPID: 26279)
> >    at /usr/local/share/perl5/Test/TCP.pm line 121.
> >    t/02graceful.t ....... ok
> >    t/03post.t ........... 26292 at t/03post.t line 9.
> >    Plack::Handler::Starlet: Accepting connections at [1]http://0:50778/
> >    127.0.0.1 - - [27/Nov/2012:11:43:36 +0100] "POST / HTTP/1.1" 200 3
> "-" "libwww-perl/6.04"
> >    t/03post.t ........... ok
> >    t/04-bumpy-life.t .... ok
> >    t/05server-header.t .. 1/?
> >    # Failed test at t/05server-header.t line 14.
> >    Use of uninitialized value $this in pattern match (m//) at
> t/05server-header.t line 15.
> >
> >    # Failed test at t/05server-header.t line 15.
> >    # undef
> >    # doesn't match '(?-xism:Starlet)'
> >    Use of uninitialized value $this in pattern match (m//) at
> t/05server-header.t line 16.
> >
> >    # Failed test at t/05server-header.t line 19.
> >    Use of uninitialized value $this in pattern match (m//) at
> t/05server-header.t line 20.
> >    Use of uninitialized value $this in pattern match (m//) at
> t/05server-header.t line 21.
> >
> >    # Failed test at t/05server-header.t line 21.
> >    # undef
> >    # doesn't match '(?-xism:Hello)'
> >    [Test::TCP] Child process does not block(PID: 26296, PPID: 26295) at
> >    /usr/local/share/perl5/Test/TCP.pm line 121.
> >    # Looks like you failed 4 tests of 6.
> >    t/05server-header.t .. Dubious, test returned 4 (wstat 1024, 0x400)
> >    Failed 4/6 subtests
> >    t/06remote_port.t .... 1/?
> >    # Failed test at t/06remote_port.t line 17.
> >    Can't call method "sockport" on an undefined value at
> t/06remote_port.t line 18.
> >    [Test::TCP] Child process does not block(PID: 26303, PPID: 26302) at
> >    /usr/local/share/perl5/Test/TCP.pm line 121.
> >    # Tests were run but no plan was declared and done_testing() was not
> seen.
> >    t/06remote_port.t .... Dubious, test returned 255 (wstat 65280,
> 0xff00)
> >    Failed 1/1 subtests
> >
> >    But Test::TCP is installed and ok
> >
> >    cpan[2]> i Test::TCP
> >    Module id = Test::TCP
> >    CPAN_USERID TOKUHIROM (Tokuhiro Matsuno <[2]tokuhirom+cpan at gmail.com
> >)
> >    CPAN_VERSION 1.18
> >    CPAN_FILE T/TO/TOKUHIROM/Test-TCP-1.18.tar.gz
> >    UPLOAD_DATE 2012-10-25
> >    MANPAGE Test::TCP - testing TCP program
> >    INST_FILE /usr/local/share/perl5/Test/TCP.pm
> >    INST_VERSION 1.18
> >
> >    cpan[3]> install Test::TCP
> >    Test::TCP is up to date (1.18).
> >
> >    Any help?
> >
> >    Thanks
> >    Kindest regards.
> >
> > References
> >
> >    Visible links
> >    1. http://0:50778/
> >    2. mailto:tokuhirom%2Bcpan at gmail.com
>
> > --------
> > We're hiring! http://bestpractical.com/jobs
>
>
> --------
> We're hiring! http://bestpractical.com/jobs
>
>


-- 
Un saludo.
Juanjo Corral
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From qcxhome at gmail.com  Thu Nov 29 00:42:34 2012
From: qcxhome at gmail.com (tkdchen)
Date: Thu, 29 Nov 2012 13:42:34 +0800
Subject: [rt-users] How to name a custom field?
In-Reply-To: <20121128171816.GL1823@jibsheet.com>
References: <CADTkS=8dA3f-TVr5sjbo2OSoxLBJYfCPZ_XUZq5QX84LLGWf+A@mail.gmail.com>
	<20121128171816.GL1823@jibsheet.com>
Message-ID: <CADTkS=8-f1sQwSgtVy8EUqXP1m5R=hVUqP0cu2zKWh4mA2yHng@mail.gmail.com>

On Thu, Nov 29, 2012 at 1:18 AM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Wed, Nov 28, 2012 at 09:49:54PM +0800, tkdchen wrote:
> >    I'm using REST API to create a ticket. And see that I can pass
> CF_<CustomFieldField>:
> >    <FieldValue> to create custom field for that new ticket. However,
> when I pass
>
> Actually, you want CF.{EmailAddress} or the old old style of
> CF-EmailAddress.  I'm not aware of CF_EmailAddress being valid in any
> part of RT.  If you found this documented on the wiki, I'd appreciate
> it if you fixed the documentation there.
>
>
CF.{EmailAddress}: qcxhome at gmail.com
Above line is included in the post data, and RT still tells me EmailAddress
is an invalid custom field name.


> -kevin
>
> >    "CF_EmailAddress: [1]tester at company.com" as the part of post data,
> my company's RT tell me
> >    EmailAddress is not valid. I searched from Internet and no document
> has more detail about
> >    this. Please give me guide. Thanks!
>
> --------
> We're hiring! http://bestpractical.com/jobs
>
>


-- 
A Python developer living in Beijing
http://about.me
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From gfenelon at eve-team.com  Thu Nov 29 04:24:03 2012
From: gfenelon at eve-team.com (Gerard FENELON (EVE))
Date: Thu, 29 Nov 2012 10:24:03 +0100
Subject: [rt-users] How to name a custom field?
In-Reply-To: <CADTkS=8-f1sQwSgtVy8EUqXP1m5R=hVUqP0cu2zKWh4mA2yHng@mail.gmail.com>
References: <CADTkS=8dA3f-TVr5sjbo2OSoxLBJYfCPZ_XUZq5QX84LLGWf+A@mail.gmail.com>
	<20121128171816.GL1823@jibsheet.com>
	<CADTkS=8-f1sQwSgtVy8EUqXP1m5R=hVUqP0cu2zKWh4mA2yHng@mail.gmail.com>
Message-ID: <50B729B3.9040609@eve-team.com>

Hi

Do you actually have a Custom Field called EmailAddress
(listed in http://your.server.domain/Admin/CustomFields/index.html)
or are you trying to set the email address of the requestor/owner/Cc ?

Gerard

On 2012-11-29 06:42, tkdchen wrote:
>
>
>
> On Thu, Nov 29, 2012 at 1:18 AM, Kevin Falcone 
> <falcone at bestpractical.com <mailto:falcone at bestpractical.com>> wrote:
>
>     On Wed, Nov 28, 2012 at 09:49:54PM +0800, tkdchen wrote:
>     >    I'm using REST API to create a ticket. And see that I can
>     pass CF_<CustomFieldField>:
>     >    <FieldValue> to create custom field for that new ticket.
>     However, when I pass
>
>     Actually, you want CF.{EmailAddress} or the old old style of
>     CF-EmailAddress.  I'm not aware of CF_EmailAddress being valid in any
>     part of RT.  If you found this documented on the wiki, I'd appreciate
>     it if you fixed the documentation there.
>
>
> CF.{EmailAddress}: qcxhome at gmail.com <mailto:qcxhome at gmail.com>
> Above line is included in the post data, and RT still tells me 
> EmailAddress is an invalid custom field name.
>
>     -kevin
>
>     >    "CF_EmailAddress: [1]tester at company.com
>     <mailto:tester at company.com>" as the part of post data, my
>     company's RT tell me
>     >    EmailAddress is not valid. I searched from Internet and no
>     document has more detail about
>     >    this. Please give me guide. Thanks!
>

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From dominic.hargreaves at it.ox.ac.uk  Thu Nov 29 04:42:45 2012
From: dominic.hargreaves at it.ox.ac.uk (Dominic Hargreaves)
Date: Thu, 29 Nov 2012 09:42:45 +0000
Subject: [rt-users] RT4 - Ubuntu 12.04- Apache2 - Fastcgi
In-Reply-To: <CAPQKfpMLO=t1YLp=hya+Pd0cobr+P_KCtJLPfnVM=8F7m2-=Wg@mail.gmail.com>
References: <CAPQKfpMLO=t1YLp=hya+Pd0cobr+P_KCtJLPfnVM=8F7m2-=Wg@mail.gmail.com>
Message-ID: <20121129094244.GB4237@squash.oucs.ox.ac.uk>

On Sat, Nov 24, 2012 at 09:56:24PM +0500, mutaahir wrote:
> *Question is *:
> 
> 1 ) Where and What shall I put in Apache configuration to start using RT
> via the web-interface ?
> 
> I have seen two files in `/etc/request-tracker4/`
> 
> `apache2-fastcgi.conf` and `apache2-fcgid.conf`
> I even tried making a `ln -s apache2-fastcgi.conf /etc/apache2/conf.d` but
> when I tried opening that file in root while in the conf.d directory it
> said `too many levels`.

Have a look at the comments inside those files, and also NOTES.Debian
and README.Debian in /usr/share/doc/request-tracker4.

Cheers,
Dominic.

-- 
Dominic Hargreaves, Systems Development and Support Section
IT Services, University of Oxford
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From prokupek at axfone.cz  Thu Nov 29 07:15:23 2012
From: prokupek at axfone.cz (=?ISO-8859-2?Q?=22Honza_Prok=F9pek_-_Axfone_s=2Er=2Eo=22?=)
Date: Thu, 29 Nov 2012 13:15:23 +0100
Subject: [rt-users] signature position on RT 4.0.8
Message-ID: <50B751DB.8050403@axfone.cz>

Hi community,
     my users want to change position of their signature from bottom to 
top when they reply a ticket. I tried to change setting from this link 
http://requesttracker.wikia.com/wiki/SignatureToTheTop  but it for 
oldest version and not working me on 4.0.8.
Thank you ...


-- 

*S Pozdravem *
*Honza Prok?pek *

*a**x**fone*
*?esk? republika: *
Koda?sk? 46, 101 00, Praha 10 	*Slovensk? republika: *
Tren?ianska 30, 821 09, Bratislava 	
*tel.:
e-mail:
www: * 	+420 277 277 272
prokupek at axfone.cz <mailto:prokupek at axfone.cz>
www.axfone.cz <http://www.axfone.cz> 	*tel.:
e-mail:
www: * 	+421 233 889 272
prokupek at axfone.sk <mailto:prokupek at axfone.sk>
www.axfone.sk <http://www.axfone.sk> 	
*Pros?m o zachov?n? historie tohoto emailu. *



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From reg.bestpractical at posterus.com  Thu Nov 29 10:05:07 2012
From: reg.bestpractical at posterus.com (Maciej Dobrzanski)
Date: Thu, 29 Nov 2012 16:05:07 +0100
Subject: [rt-users] signature position on RT 4.0.8
In-Reply-To: <50B751DB.8050403@axfone.cz>
References: <50B751DB.8050403@axfone.cz>
Message-ID: <00e501cdce42$eb205320$c160f960$@bestpractical@posterus.com>

Honza, 

 

> my users want to change position of their signature from bottom to top
when they reply a ticket. 

 

You will probably need to create a complete overlay file for
Elements/MessageBox in local/html/Elements/MessageBox (just copy the
original file over to the new directory). In this new file switch the order
of $message and $signature. For example, replace the following line:

 

<% $Default || '' %><% $message %><% $signature %></textarea>

 

with

 

<% $Default || '' %><% $signature . "\n\n" %><% $message %></textarea>

 

Maciek

 

-- 

Maciej Dobrzanski 

 

PSCE - MySQL Consulting Experts

e-mail:  <mailto:maciek at psce.com> maciek at psce.com | skype: psce_skype | url:
http:// <http://www.psce.com/> www.psce.com/

 

 

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From arnon at easydns.com  Thu Nov 29 11:25:00 2012
From: arnon at easydns.com (Arnon Clark)
Date: Thu, 29 Nov 2012 11:25:00 -0500
Subject: [rt-users] Request for advice or assistance - rt-validator/upgrade
Message-ID: <50B78C5C.5090107@easydns.com>

Hi folks, I asked (badly) about this a bit ago, and I'm hoping someone 
might have a suggestion.

I'm trying to run an upgrade from 3.8.7 to the latest, but when I'm 
running the rt-validator before the database upgrade, I'm hitting 
multiple errors as follows :

Record #600812 in Attachments references not existent record in Attachments
     Parent => '600810' => id
     Attachment #600812 -> Txn #1567410, Transaction #1567410 -> object 
RT::Ticket #187695

I tried using shredder to delete the tickets in question, but am still 
seeing the error. Does anyone have any recommendations on how to proceed?

Many thanks for any assistance

Arnon




From l.loskot at seznam.cz  Thu Nov 29 11:31:33 2012
From: l.loskot at seznam.cz (=?iso-8859-2?Q?Luk=E1=B9_Loskot?=)
Date: Thu, 29 Nov 2012 17:31:33 +0100
Subject: [rt-users] Redirection to unexisting page after login with
	ExternalAuth plugin
Message-ID: <000101cdce4e$fed2c810$fc785830$@seznam.cz>

Hello,

After loging in the RT redirects me to page which ends with HASH(0x87389c8).
But this page doesnt existn on the server.

It started happending after updating to last RT version 4.0.7. 
I have found that others solved this with updating the ExternalAuth plugin.
(http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg39368.html)
I tried it also and cpan installed the last version and restarted the
webserver, but it didnt helped.
I have also tried to delete the files located
/usr/local/share/request-tracker4/plugins/RT-Authen-ExternalAuth and CPAN
install the plugin again, but with no luck.

Now im using RT 4.0.7 and ExternalAuth 0.12.


Thank you for any advices.

Regards,
Lukas Loskot



From l.loskot at seznam.cz  Thu Nov 29 11:31:14 2012
From: l.loskot at seznam.cz (=?iso-8859-2?Q?Luk=E1=B9_Loskot?=)
Date: Thu, 29 Nov 2012 17:31:14 +0100
Subject: [rt-users] Show HTML tables in tickets
Message-ID: <000001cdce4e$fc0bb8d0$f4232a70$@seznam.cz>

Hello everyone,

Could anyone point me how can I make my RT instalation show HTML tables in
tickes.
I have configured Set($PreferRichText, 1);

Still the tables in tickests are missing, but the text is html formated
(colours, links, bolt, ......)

I have only found one related answer but it was old and didnt explained what
was the issue or how to fix it.
(http://www.gossamer-threads.com/lists/rt/users/94028)


My instalation is RT 4.0.7

Thank you for your advices.

Regards
Lukas Loskot



From falcone at bestpractical.com  Thu Nov 29 11:49:24 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 29 Nov 2012 11:49:24 -0500
Subject: [rt-users] RT 4.08 Account creation
In-Reply-To: <50B5894F.7070509@msu.edu>
References: <50AD1C4B.3090102@msu.edu> <20121127172522.GE1823@jibsheet.com>
	<50B506D1.9000605@msu.edu> <20121128030744.GI1823@jibsheet.com>
	<50B5894F.7070509@msu.edu>
Message-ID: <20121129164924.GM1823@jibsheet.com>

On Tue, Nov 27, 2012 at 10:47:27PM -0500, John Johnston wrote:
>    Actually no, REMOTE_USER in our institution includes the domain name, so in this example it
>    would be johnj at msu.edu.  I have double checked this by having the form spit out the
>    variables returned by the Shibboleth IdP.

>         my $ticket = RT::Client::REST::Ticket->new(
>             rt  => $rt,
>             queue   => "General",
>             subject => "$your_subject",
>             requestor => [$your_netid],
>             cf => {
>                     'public' => $your_public,
>                 },
>         )->store(text => "$your_comments");
>     my $newticket =  $ticket->id;

Unfortunately, I'm not sure what's different between your code and the
straight REST interface, but using bin/rt to create a ticket:

    id: ticket/new
    Queue: General
    Requestor: johnj at msu.edu
    Subject: subject

Nets me a new user with your email address as the username and the email
address. This is plain RT4. If you're seeing different behavior, I
assume there is a modification, go looking for a local definition of
CanonicalizeUserInfo.

-kevin
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From falcone at bestpractical.com  Thu Nov 29 11:51:51 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 29 Nov 2012 11:51:51 -0500
Subject: [rt-users] FW: RT 4.0.8 + Fedora 16 - Almost There
In-Reply-To: <81579A7D7E41FC44AFD2FB9D8AD8C88201F9EF96D999@mov-srv-central>
References: <CAOa-srSvHNXXQZV=e0nstuCAFbMFs2T3GbFTaGoJtH9JaXQ3SA@mail.gmail.com>
	<81579A7D7E41FC44AFD2FB9D8AD8C88201F9EF96D999@mov-srv-central>
Message-ID: <20121129165151.GN1823@jibsheet.com>

On Wed, Nov 28, 2012 at 01:56:18PM +0000, Walid Haider wrote:
> I have tried to follow the instructions in order to configure RT to work with Apache 2 + mod_perl  but surely, I am missing some configuration and cannot figure out what it is.

It's worth checking your error logs and possibly dialing Apache's
error log up to debug if you think there are weird problems.

You don't really need to make these two global changes

> Any help would be much appreciated.
> 
> #DocumentRoot "/var/www/html"
> DocumentRoot "/opt/rt4/share/html"
> #
> # This should be changed to whatever you set DocumentRoot to.
> #
> #<Directory "/var/www/html">
> <Directory "/opt/rt4/share/html">

Since you're setting DocumentRoot in your VirtualHost directive

-kevin
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From falcone at bestpractical.com  Thu Nov 29 11:54:29 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 29 Nov 2012 11:54:29 -0500
Subject: [rt-users] Redirection to unexisting page after login with
 ExternalAuth plugin
In-Reply-To: <000101cdce4e$fed2c810$fc785830$@seznam.cz>
References: <000101cdce4e$fed2c810$fc785830$@seznam.cz>
Message-ID: <20121129165429.GO1823@jibsheet.com>

On Thu, Nov 29, 2012 at 05:31:33PM +0100, Luk?? Loskot wrote:
> It started happending after updating to last RT version 4.0.7. 
> I have found that others solved this with updating the ExternalAuth plugin.
> (http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg39368.html)
> I tried it also and cpan installed the last version and restarted the
> webserver, but it didnt helped.
> I have also tried to delete the files located
> /usr/local/share/request-tracker4/plugins/RT-Authen-ExternalAuth and CPAN
> install the plugin again, but with no luck.
> 
> Now im using RT 4.0.7 and ExternalAuth 0.12.

Clear your mason cache (I'm not sure where it lives on your system, on
a standard install it would be /opt/rt4/var/mason_data/obj/*) and
restart apache again with RT-Authen-ExternalAuth 0.12 installed.

-kevin
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From falcone at bestpractical.com  Thu Nov 29 12:00:36 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 29 Nov 2012 12:00:36 -0500
Subject: [rt-users] Show HTML tables in tickets
In-Reply-To: <000001cdce4e$fc0bb8d0$f4232a70$@seznam.cz>
References: <000001cdce4e$fc0bb8d0$f4232a70$@seznam.cz>
Message-ID: <20121129170036.GP1823@jibsheet.com>

On Thu, Nov 29, 2012 at 05:31:14PM +0100, Luk?? Loskot wrote:
> Could anyone point me how can I make my RT instalation show HTML tables in
> tickes.
> I have configured Set($PreferRichText, 1);

RT still scrubs HTML that could cause problems or allow a security
vulenrability.  You'll need to read about
http://bestpractical.com/rt/docs/latest/RT/Interface/Web.html#NewScrubber
if you'd like to allow other tags.

Keep in mind that allowing <table> and friends allows attackers to
inject fake history into your RT ticket display page.  Until the
scrubber is replaced with a full on parse that can detect that, I feel
compelled to warn about this :)

-kevin

> Still the tables in tickests are missing, but the text is html formated
> (colours, links, bolt, ......)
> 
> I have only found one related answer but it was old and didnt explained what
> was the issue or how to fix it.
> (http://www.gossamer-threads.com/lists/rt/users/94028)
> 
> 
> My instalation is RT 4.0.7
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From falcone at bestpractical.com  Thu Nov 29 12:05:33 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 29 Nov 2012 12:05:33 -0500
Subject: [rt-users] Request for advice or assistance -
 rt-validator/upgrade
In-Reply-To: <50B78C5C.5090107@easydns.com>
References: <50B78C5C.5090107@easydns.com>
Message-ID: <20121129170533.GQ1823@jibsheet.com>

On Thu, Nov 29, 2012 at 11:25:00AM -0500, Arnon Clark wrote:
> I'm trying to run an upgrade from 3.8.7 to the latest, but when I'm
> running the rt-validator before the database upgrade, I'm hitting
> multiple errors as follows :
> 
> Record #600812 in Attachments references not existent record in Attachments
>     Parent => '600810' => id
>     Attachment #600812 -> Txn #1567410, Transaction #1567410 ->
> object RT::Ticket #187695
> 
> I tried using shredder to delete the tickets in question, but am
> still seeing the error. Does anyone have any recommendations on how
> to proceed?

It looks like someone manually deleted one part of a multipart
attachment (the parent but not the child).

You appear to be using the validator from 4.0.4, not 4.0.8 which is
the latest.

Assuming you have a backup, run rt-validator with --check --resolve
and tell it to delete those leftover attachments for you and it'll
take care of them.

-kevin
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From falcone at bestpractical.com  Thu Nov 29 12:07:34 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 29 Nov 2012 12:07:34 -0500
Subject: [rt-users] signature position on RT 4.0.8
In-Reply-To: <00e501cdce42$eb205320$c160f960$@bestpractical@posterus.com>
References: <50B751DB.8050403@axfone.cz>
	<00e501cdce42$eb205320$c160f960$@bestpractical@posterus.com>
Message-ID: <20121129170734.GR1823@jibsheet.com>

On Thu, Nov 29, 2012 at 04:05:07PM +0100, Maciej Dobrzanski wrote:
>    > my users want to change position of their signature from bottom to top when they reply a
>    ticket.
> 
>    You will probably need to create a complete overlay file for Elements/MessageBox in
>    local/html/Elements/MessageBox (just copy the original file over to the new directory). In
>    this new file switch the order of $message and $signature. For example, replace the following
>    line:

It looks like a solution for this will end up in 4.2 (there's a
branch named 4.2-on-4.0/message-box-include-signature-before-quote
waiting for review to be merged to master).

-kevin
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From falcone at bestpractical.com  Thu Nov 29 12:08:41 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 29 Nov 2012 12:08:41 -0500
Subject: [rt-users] strange issue with deny.hosts and request tracker
 sorting
In-Reply-To: <50B66833.6050604@gmail.com>
References: <50B66833.6050604@gmail.com>
Message-ID: <20121129170841.GS1823@jibsheet.com>

On Wed, Nov 28, 2012 at 11:38:27AM -0800, S P wrote:
> When performing certain functions in the web interface, such as
> sorting a list of tickets by number or priority, a mystery process
> writes the IP address of the user to hosts.deny (blocking access to
> all services on the server) and after a short period of time, the
> address is purged from hosts.deny and the user doing the sorting can
> once again access RT.
> 
> The IPs for these users are already present in hosts.allow (and are
> obviously being ignored). Fail2ban is not installed. Denyhosts is
> not installed. SELinux is disabled. We only have about 3000 tickets
> in RT, and performance is great. Except when you go to sort a list
> (could be 10, or 200 tickets) and you're locked out momentarily.
> Additionally, OSSEC reports "A web attack returned code 200
> (success)" at the moment the IP is written to hosts.deny and apache
> access log reads:

You've listed a few modules that this isn't, but RT doesn't write to
hosts.deny so presumably this is some feature provided by OSSEC.  I'd
take it up with them first.

-kevin
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From falcone at bestpractical.com  Thu Nov 29 12:11:14 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 29 Nov 2012 12:11:14 -0500
Subject: [rt-users] Problem with CPAN and prerequisites for RT 4.0.5
In-Reply-To: <CACMXBdt3ObRPaS=6UGj=WvTPid0z-ez26vgVOhu6w1CzkdNOZg@mail.gmail.com>
References: <CACMXBdtVe13ubKHNp7xQ6sqnUS_jkLj0=UA1H24Nxw2PxZgKdA@mail.gmail.com>
	<20121127171546.GA1823@jibsheet.com>
	<CACMXBdt3ObRPaS=6UGj=WvTPid0z-ez26vgVOhu6w1CzkdNOZg@mail.gmail.com>
Message-ID: <20121129171114.GT1823@jibsheet.com>

On Wed, Nov 28, 2012 at 11:53:12PM +0100, Juanjo wrote:
>    IF i make the make test:
>    t/05server-header.t ..
>    not ok 1
>    not ok 2
>    ok 3
> 
>    # Failed test at t/05server-header.t line 14.
>    Use of uninitialized value $this in pattern match (m//) at t/05server-header.t line 15.
> 
>    # Failed test at t/05server-header.t line 15.
>    # undef
>    # doesn't match '(?-xism:Starlet)'
>    Use of uninitialized value $this in pattern match (m//) at t/05server-header.t line 16.
>    not ok 4
> 
>    # Failed test at t/05server-header.t line 19.
>    Use of uninitialized value $this in pattern match (m//) at t/05server-header.t line 20.
>    ok 5
>    Use of uninitialized value $this in pattern match (m//) at t/05server-header.t line 21.
>    not ok 6
> 
>    # Failed test at t/05server-header.t line 21.
>    # undef
>    # doesn't match '(?-xism:Hello)'
>    [Test::TCP] Child process does not block(PID: 32489, PPID: 32488) at
>    /usr/local/share/perl5/Test/TCP.pm line 121.
>    1..6
>    # Looks like you failed 4 tests of 6.
>    Dubious, test returned 4 (wstat 1024, 0x400)
>    Failed 4/6 subtests
>    t/06remote_port.t ....
>    not ok 1

That implies that nothing is binding to the test port, possibly a
restriction of your system (selinux? firewall?).

>      If there's nothing useful, you may want to diag() out the $port in
>      that test and pause the test and make sure the test server is actually
>      starting.

You'll need to look at using this method to go deeper.

-kevin
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From Jim.Tambling at datatote.co.uk  Thu Nov 29 14:37:55 2012
From: Jim.Tambling at datatote.co.uk (Jim Tambling)
Date: Thu, 29 Nov 2012 19:37:55 -0000
Subject: [rt-users] Adding CF value to Subject
Message-ID: <EDB8BFBCDD207B4494EEF8BBBB05AA6EAE1EEB@mail.sys.internal>

Hello,

 

How would I go about inserting the value of a custom field to the
subject line on ticket creation?

 

Regards, Jim

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From erich.rt at bpisys.com  Thu Nov 29 16:44:30 2012
From: erich.rt at bpisys.com (Erich Prinz)
Date: Thu, 29 Nov 2012 15:44:30 -0600
Subject: [rt-users] LDAP & Mac OS X Server OD
Message-ID: <9E86FB56-A086-49E5-AB60-9B70200A0A87@bpisys.com>


Hello All,

Brand new to RT here.

Background:

Installed on Ubuntu 10.04 server and need to authenticate to the OD running on a OS X 10.6.8 server. We currently have the users log into the Ubuntu box via thin clients (LTSP) and utilize kerberos tickets (PAM SASL) from the OD machine. Yet it seems even the simplest of configs breaks RT.

I've installed the RT::Authen::ExternalAuth plugin and have done a very basic config.

............

Issue No. 1

Adding Set($LogToFile , 'debug'); to RT_SiteConfig.pm breaks RT. Zero response in the web gui and nothing (RT) gets logged in /var/log/syslog or /var/log/messages after restart of the web server.

Issue No. 2

I can't begin to debug the setup w/o debug turned on! (okay, very obvious I know.)
For what it's worth, here is the initial error in the log (std out):
RT: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_INVALID_DN_SYNTAX 34 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:495)


Desired Outcome

To enable users to authenticate against the existing O.D. install with their existing i.d. and pass along with avoiding the additional administrative burden of managing multiple user accounts for access to RT.



Relavant bits from the Plugin .pm:

Set($ExternalAuthPriority,  [ 'My_LDAP' ]);
Set($ExternalInfoPriority,  ['My_LDAP']);
Set($ExternalServiceUsesSSLorTLS,    0);
Set($AutoCreateNonExternalUsers,    0);

'My_LDAP'       =>  {   ## GENERIC SECTION
                                                       'type' => 'ldap',
                                                       'server' => 's1-osx.domain.org',
                                                       'user' => 'admin',
                                                       'pass' => 'xxxxx',
                                                       'base' => 'dc=s1-osx,dc=domain,dc=org',
                                                       'tls' => 0,
                                                       'net_ldap_args' => [ version => 3 ],
                                                       'group'  =>  'cn=admins,ou=Admins,dc=domain,dc=org',
                                                       'group_scope'   =>  'base',   
                                                       'attr_match_list'           => [    'Name',
                                                                                           'EmailAddress'
                                                                                       ],                                
                                                       # The mapping of RT attributes on to LDAP attributes
                                                       'attr_map'                  =>  {   'Name' => 'sAMAccountName',
                                                                                           'EmailAddress' => 'mail',
                                                                                           'Organization' => 'physicalDeliveryOfficeName',
                                                                                           'RealName' => 'cn',
                                                                                           'ExternalAuthId' => 'sAMAccountName',
                                                                                           'Gecos' => 'sAMAccountName',
                                                                                           'WorkPhone' => 'telephoneNumber',
                                                                                           'Address1' => 'streetAddress',
                                                                                           'City' => 'l',
                                                                                           'State' => 'st',
                                                                                           'Zip' => 'postalCode',
                                                                                           'Country' => 'co'
                                                                                       }
                                                   },
1;


... And the main RT_SiteConfig.pm

Set( $rtname, 'domain.org');
Set( $WebDomain, 'rt.domain.org');


Set(@Plugins,(qw(RT::Extension::QuickDelete RT::Extension::CommandByMail)));
Set( @Plugins, qw(RT::Authen::ExternalAuth) );
require "/opt/rt4/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm";


Set( $DatabaseType, 'mysql');

Set( $DatabaseHost, '');
Set( $DatabaseUser, '');
Set( $DatabasePassword, 'xxxx');
Set( $DatabaseName, 'requesttracker');

1;





From qcxhome at gmail.com  Thu Nov 29 21:09:06 2012
From: qcxhome at gmail.com (qcxhome at gmail.com)
Date: Fri, 30 Nov 2012 10:09:06 +0800
Subject: [rt-users] How to name a custom field?
In-Reply-To: <50B729B3.9040609@eve-team.com>
References: <CADTkS=8dA3f-TVr5sjbo2OSoxLBJYfCPZ_XUZq5QX84LLGWf+A@mail.gmail.com>
	<CADTkS=8-f1sQwSgtVy8EUqXP1m5R=hVUqP0cu2zKWh4mA2yHng@mail.gmail.com>
	<50B729B3.9040609@eve-team.com>
Message-ID: <1524238.9LshJYoQjM@localhost.localdomain>

Hi gfeelon,

Thanks for your guide. I just checked our RT system , the  URI 
/Admin/CustomFields/index.html lists all predefined custom fields. Is it 
possible to set some application-specific custom fields that are not predefined 
in /Admin/CustomFields/index.html.

Chenxiong Qi

On Thursday 29 Nov 2012 10:24:03 Gerard FENELON wrote:

Hi

Do you actually have a Custom Field called EmailAddress 
(listed in http://your.server.domain/Admin/CustomFields/index.html)
or are you trying to set the email address of the requestor/owner/Cc ?

Gerard

On 2012-11-29 06:42, tkdchen wrote:






On Thu, Nov 29, 2012 at 1:18 AM, Kevin Falcone <falcone at bestpractical.com> 
wrote:

On Wed, Nov 28, 2012 at 09:49:54PM +0800, tkdchen wrote:
>    I'm using REST API to create a ticket. And see that I can pass 
CF_<CustomFieldField>:
>    <FieldValue> to create custom field for that new ticket. However, when I 
pass


Actually, you want CF.{EmailAddress} or the old old style of
CF-EmailAddress.  I'm not aware of CF_EmailAddress being valid in any
part of RT.  If you found this documented on the wiki, I'd appreciate
it if you fixed the documentation there.



CF.{EmailAddress}: qcxhome at gmail.com
Above line is included in the post data, and RT still tells me EmailAddress is 
an invalid custom field name.

  
-kevin

>    "CF_EmailAddress: [1]tester at company.com" as the part of post data, my 
company's RT tell me

>    EmailAddress is not valid. I searched from Internet and no document has 
more detail about
>    this. Please give me guide. Thanks!




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From qcxhome at gmail.com  Thu Nov 29 21:09:06 2012
From: qcxhome at gmail.com (qcxhome at gmail.com)
Date: Fri, 30 Nov 2012 10:09:06 +0800
Subject: [rt-users] How to name a custom field?
In-Reply-To: <50B729B3.9040609@eve-team.com>
References: <CADTkS=8dA3f-TVr5sjbo2OSoxLBJYfCPZ_XUZq5QX84LLGWf+A@mail.gmail.com>
	<CADTkS=8-f1sQwSgtVy8EUqXP1m5R=hVUqP0cu2zKWh4mA2yHng@mail.gmail.com>
	<50B729B3.9040609@eve-team.com>
Message-ID: <1524238.9LshJYoQjM@localhost.localdomain>

Hi gfeelon,

Thanks for your guide. I just checked our RT system , the  URI 
/Admin/CustomFields/index.html lists all predefined custom fields. Is it 
possible to set some application-specific custom fields that are not predefined 
in /Admin/CustomFields/index.html.

Chenxiong Qi

On Thursday 29 Nov 2012 10:24:03 Gerard FENELON wrote:

Hi

Do you actually have a Custom Field called EmailAddress 
(listed in http://your.server.domain/Admin/CustomFields/index.html)
or are you trying to set the email address of the requestor/owner/Cc ?

Gerard

On 2012-11-29 06:42, tkdchen wrote:






On Thu, Nov 29, 2012 at 1:18 AM, Kevin Falcone <falcone at bestpractical.com> 
wrote:

On Wed, Nov 28, 2012 at 09:49:54PM +0800, tkdchen wrote:
>    I'm using REST API to create a ticket. And see that I can pass 
CF_<CustomFieldField>:
>    <FieldValue> to create custom field for that new ticket. However, when I 
pass


Actually, you want CF.{EmailAddress} or the old old style of
CF-EmailAddress.  I'm not aware of CF_EmailAddress being valid in any
part of RT.  If you found this documented on the wiki, I'd appreciate
it if you fixed the documentation there.



CF.{EmailAddress}: qcxhome at gmail.com
Above line is included in the post data, and RT still tells me EmailAddress is 
an invalid custom field name.

  
-kevin

>    "CF_EmailAddress: [1]tester at company.com" as the part of post data, my 
company's RT tell me

>    EmailAddress is not valid. I searched from Internet and no document has 
more detail about
>    this. Please give me guide. Thanks!




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From falcone at bestpractical.com  Thu Nov 29 22:30:13 2012
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 29 Nov 2012 22:30:13 -0500
Subject: [rt-users] How to name a custom field?
In-Reply-To: <1524238.9LshJYoQjM@localhost.localdomain>
References: <CADTkS=8dA3f-TVr5sjbo2OSoxLBJYfCPZ_XUZq5QX84LLGWf+A@mail.gmail.com>
	<CADTkS=8-f1sQwSgtVy8EUqXP1m5R=hVUqP0cu2zKWh4mA2yHng@mail.gmail.com>
	<50B729B3.9040609@eve-team.com>
	<1524238.9LshJYoQjM@localhost.localdomain>
Message-ID: <20121130033013.GU1823@jibsheet.com>

On Fri, Nov 30, 2012 at 10:09:06AM +0800, qcxhome at gmail.com wrote:
>    Thanks for your guide. I just checked our RT system , the URI /Admin/CustomFields/index.html
>    lists all predefined custom fields. Is it possible to set some application-specific custom
>    fields that are not predefined in /Admin/CustomFields/index.html.

There are no predefined custom fields in RT.
Anything you see on that page is by definition an application-specific
custom field.

You make more by clicking on Create.

As Gerald asked, it's still relevant to know why you have a custom
field named Email Address.  Normally Email Addresses would be stored
on a Requestor or Cc or some other User.

-kevin
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From qcxhome at gmail.com  Thu Nov 29 23:16:00 2012
From: qcxhome at gmail.com (tkdchen)
Date: Fri, 30 Nov 2012 12:16:00 +0800
Subject: [rt-users] How to name a custom field?
In-Reply-To: <20121130033013.GU1823@jibsheet.com>
References: <CADTkS=8dA3f-TVr5sjbo2OSoxLBJYfCPZ_XUZq5QX84LLGWf+A@mail.gmail.com>
	<CADTkS=8-f1sQwSgtVy8EUqXP1m5R=hVUqP0cu2zKWh4mA2yHng@mail.gmail.com>
	<50B729B3.9040609@eve-team.com>
	<1524238.9LshJYoQjM@localhost.localdomain>
	<20121130033013.GU1823@jibsheet.com>
Message-ID: <CADTkS=-fpN6Wk=qUVfaPb8Bi9U_r4MWUdZJXE_z920uQ6UJXAg@mail.gmail.com>

Hi,

EmailAddress is just for testing the creation of custom field, not for
other purpose. As what you mentioned, if I create a new ticket with custom
fields, that custom fields should be defined in the
/Admin/CustomFields/index.html first. Am I right? Thanks!

Chenxiong Qi



On Fri, Nov 30, 2012 at 11:30 AM, Kevin Falcone
<falcone at bestpractical.com>wrote:

> On Fri, Nov 30, 2012 at 10:09:06AM +0800, qcxhome at gmail.com wrote:
> >    Thanks for your guide. I just checked our RT system , the URI
> /Admin/CustomFields/index.html
> >    lists all predefined custom fields. Is it possible to set some
> application-specific custom
> >    fields that are not predefined in /Admin/CustomFields/index.html.
>
> There are no predefined custom fields in RT.
> Anything you see on that page is by definition an application-specific
> custom field.
>
> You make more by clicking on Create.
>
> As Gerald asked, it's still relevant to know why you have a custom
> field named Email Address.  Normally Email Addresses would be stored
> on a Requestor or Cc or some other User.
>
> -kevin
>
> --------
> We're hiring! http://bestpractical.com/jobs
>
>


-- 
A Python developer living in Beijing
http://about.me
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From juanjillo at gmail.com  Fri Nov 30 06:36:55 2012
From: juanjillo at gmail.com (Juanjo)
Date: Fri, 30 Nov 2012 12:36:55 +0100
Subject: [rt-users] Problem with CPAN and prerequisites for RT 4.0.5
In-Reply-To: <20121129171114.GT1823@jibsheet.com>
References: <CACMXBdtVe13ubKHNp7xQ6sqnUS_jkLj0=UA1H24Nxw2PxZgKdA@mail.gmail.com>
	<20121127171546.GA1823@jibsheet.com>
	<CACMXBdt3ObRPaS=6UGj=WvTPid0z-ez26vgVOhu6w1CzkdNOZg@mail.gmail.com>
	<20121129171114.GT1823@jibsheet.com>
Message-ID: <CACMXBds+nvhca+Wk2D4NoF17+_Z_tpO-DZ5XNh9e7Evv0E1H8w@mail.gmail.com>

Selinux is disabled and iptables are disabled too.

Sorry, but i don?t know how use this information:

      If there's nothing useful, you may want to diag() out the $port in
      that test and pause the test and make sure the test server is actually
      starting.



2012/11/29 Kevin Falcone <falcone at bestpractical.com>

> On Wed, Nov 28, 2012 at 11:53:12PM +0100, Juanjo wrote:
> >    IF i make the make test:
> >    t/05server-header.t ..
> >    not ok 1
> >    not ok 2
> >    ok 3
> >
> >    # Failed test at t/05server-header.t line 14.
> >    Use of uninitialized value $this in pattern match (m//) at
> t/05server-header.t line 15.
> >
> >    # Failed test at t/05server-header.t line 15.
> >    # undef
> >    # doesn't match '(?-xism:Starlet)'
> >    Use of uninitialized value $this in pattern match (m//) at
> t/05server-header.t line 16.
> >    not ok 4
> >
> >    # Failed test at t/05server-header.t line 19.
> >    Use of uninitialized value $this in pattern match (m//) at
> t/05server-header.t line 20.
> >    ok 5
> >    Use of uninitialized value $this in pattern match (m//) at
> t/05server-header.t line 21.
> >    not ok 6
> >
> >    # Failed test at t/05server-header.t line 21.
> >    # undef
> >    # doesn't match '(?-xism:Hello)'
> >    [Test::TCP] Child process does not block(PID: 32489, PPID: 32488) at
> >    /usr/local/share/perl5/Test/TCP.pm line 121.
> >    1..6
> >    # Looks like you failed 4 tests of 6.
> >    Dubious, test returned 4 (wstat 1024, 0x400)
> >    Failed 4/6 subtests
> >    t/06remote_port.t ....
> >    not ok 1
>
> That implies that nothing is binding to the test port, possibly a
> restriction of your system (selinux? firewall?).
>
> >      If there's nothing useful, you may want to diag() out the $port in
> >      that test and pause the test and make sure the test server is
> actually
> >      starting.
>
> You'll need to look at using this method to go deeper.
>
> -kevin
>
> --------
> We're hiring! http://bestpractical.com/jobs
>
>


-- 
Un saludo.
Juanjo Corral
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From rclerkin at gmail.com  Fri Nov 30 07:35:11 2012
From: rclerkin at gmail.com (Rory)
Date: Fri, 30 Nov 2012 12:35:11 +0000
Subject: [rt-users] Problem with CPAN and prerequisites for RT 4.0.5
In-Reply-To: <CACMXBds+nvhca+Wk2D4NoF17+_Z_tpO-DZ5XNh9e7Evv0E1H8w@mail.gmail.com>
References: <CACMXBdtVe13ubKHNp7xQ6sqnUS_jkLj0=UA1H24Nxw2PxZgKdA@mail.gmail.com>
	<20121127171546.GA1823@jibsheet.com>
	<CACMXBdt3ObRPaS=6UGj=WvTPid0z-ez26vgVOhu6w1CzkdNOZg@mail.gmail.com>
	<20121129171114.GT1823@jibsheet.com>
	<CACMXBds+nvhca+Wk2D4NoF17+_Z_tpO-DZ5XNh9e7Evv0E1H8w@mail.gmail.com>
Message-ID: <CAGf7qGBVkPr7805U-zp7M442vzpfvDz7ff2WMBSA8j2ADZRZ-A@mail.gmail.com>

At a guess I think you might be missing a dependency for
Plack::Handler::Starlet

Personally, I like to use
CPANMINUS<http://search.cpan.org/dist/App-cpanminus/lib/App/cpanminus.pm>
as
it will install dependencies for the Perl Module you want.

Start CPAN and run;

install App::cpanminus

Once that completes exit CPAN to return to your shell prompt.
>From the shell prompt run;

cpanm Plack::Handler::Starlet

It should then run through all dependencies and install what's needed.
Hopefully that will solve your issue.

Rory



On 30 November 2012 11:36, Juanjo <juanjillo at gmail.com> wrote:

> Selinux is disabled and iptables are disabled too.
>
> Sorry, but i don?t know how use this information:
>
>
>       If there's nothing useful, you may want to diag() out the $port in
>       that test and pause the test and make sure the test server is
> actually
>       starting.
>
>
>
> 2012/11/29 Kevin Falcone <falcone at bestpractical.com>
>
>> On Wed, Nov 28, 2012 at 11:53:12PM +0100, Juanjo wrote:
>> >    IF i make the make test:
>> >    t/05server-header.t ..
>> >    not ok 1
>> >    not ok 2
>> >    ok 3
>> >
>> >    # Failed test at t/05server-header.t line 14.
>> >    Use of uninitialized value $this in pattern match (m//) at
>> t/05server-header.t line 15.
>> >
>> >    # Failed test at t/05server-header.t line 15.
>> >    # undef
>> >    # doesn't match '(?-xism:Starlet)'
>> >    Use of uninitialized value $this in pattern match (m//) at
>> t/05server-header.t line 16.
>> >    not ok 4
>> >
>> >    # Failed test at t/05server-header.t line 19.
>> >    Use of uninitialized value $this in pattern match (m//) at
>> t/05server-header.t line 20.
>> >    ok 5
>> >    Use of uninitialized value $this in pattern match (m//) at
>> t/05server-header.t line 21.
>> >    not ok 6
>> >
>> >    # Failed test at t/05server-header.t line 21.
>> >    # undef
>> >    # doesn't match '(?-xism:Hello)'
>> >    [Test::TCP] Child process does not block(PID: 32489, PPID: 32488) at
>> >    /usr/local/share/perl5/Test/TCP.pm line 121.
>> >    1..6
>> >    # Looks like you failed 4 tests of 6.
>> >    Dubious, test returned 4 (wstat 1024, 0x400)
>> >    Failed 4/6 subtests
>> >    t/06remote_port.t ....
>> >    not ok 1
>>
>> That implies that nothing is binding to the test port, possibly a
>> restriction of your system (selinux? firewall?).
>>
>> >      If there's nothing useful, you may want to diag() out the $port in
>> >      that test and pause the test and make sure the test server is
>> actually
>> >      starting.
>>
>> You'll need to look at using this method to go deeper.
>>
>> -kevin
>>
>> --------
>> We're hiring! http://bestpractical.com/jobs
>>
>>
>
>
> --
> Un saludo.
> Juanjo Corral
>
> --------
> We're hiring! http://bestpractical.com/jobs
>
>
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From nick.fennell at appliansys.com  Fri Nov 30 07:54:26 2012
From: nick.fennell at appliansys.com (Nick Fennell)
Date: Fri, 30 Nov 2012 12:54:26 +0000
Subject: [rt-users] On Correspond - Open ticket
Message-ID: <DCDE0568-8060-4ADE-82D0-F75D5ED0B101@appliansys.com>

Hi All,

I have a Scrip defined as follows;

Description: On correspond Open Ticket
Condition: On Correspond
Action: Open Tickets
Template: Global template: Blank
Stage: TransactionCreate

This worked on RT3.8.8 but now doesn't work on RT4.0.8

The only item of relevance I can see in the log file;

{{{
Skipping Scrip #1 because it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:237)
}}}

Any ideas?

Thanks.
-- 
Nick Fennell
ApplianSys Support Team Leader

ApplianSys Limited
University of Warwick Science Park
Business Innovation Centre
Harry Weston Road
Coventry CV3 2TX

t: +44 (0) 870 7707 789
s: nick-fennell
www.appliansys.com

Our sales team sells by referral:
Less time looking for customers, more time looking after them

Subscribe: http://eepurl.com/ibKtY

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From gfenelon at eve-team.com  Fri Nov 30 08:00:13 2012
From: gfenelon at eve-team.com (Gerard FENELON (EVE))
Date: Fri, 30 Nov 2012 14:00:13 +0100
Subject: [rt-users] How to name a custom field?
In-Reply-To: <CADTkS=-fpN6Wk=qUVfaPb8Bi9U_r4MWUdZJXE_z920uQ6UJXAg@mail.gmail.com>
References: <CADTkS=8dA3f-TVr5sjbo2OSoxLBJYfCPZ_XUZq5QX84LLGWf+A@mail.gmail.com>
	<CADTkS=8-f1sQwSgtVy8EUqXP1m5R=hVUqP0cu2zKWh4mA2yHng@mail.gmail.com>
	<50B729B3.9040609@eve-team.com>
	<1524238.9LshJYoQjM@localhost.localdomain>
	<20121130033013.GU1823@jibsheet.com>
	<CADTkS=-fpN6Wk=qUVfaPb8Bi9U_r4MWUdZJXE_z920uQ6UJXAg@mail.gmail.com>
Message-ID: <50B8ADDD.8030300@eve-team.com>

It is the other way round :
1- you define CustomFields
2- then you apply them to Queues
3- only then, you may create tickets with values in those CustomFields.

Gerard

On 2012-11-30 05:16, tkdchen wrote:
> Hi,
>
> EmailAddress is just for testing the creation of custom field, not for 
> other purpose. As what you mentioned, if I create a new ticket with 
> custom fields, that custom fields should be defined in the 
> /Admin/CustomFields/index.html first. Am I right? Thanks!
>
> Chenxiong Qi
>
>
>
> On Fri, Nov 30, 2012 at 11:30 AM, Kevin Falcone 
> <falcone at bestpractical.com <mailto:falcone at bestpractical.com>> wrote:
>
>     On Fri, Nov 30, 2012 at 10:09:06AM +0800, qcxhome at gmail.com
>     <mailto:qcxhome at gmail.com> wrote:
>     >    Thanks for your guide. I just checked our RT system , the URI
>     /Admin/CustomFields/index.html
>     >    lists all predefined custom fields. Is it possible to set
>     some application-specific custom
>     >    fields that are not predefined in /Admin/CustomFields/index.html.
>
>     There are no predefined custom fields in RT.
>     Anything you see on that page is by definition an application-specific
>     custom field.
>
>     You make more by clicking on Create.
>
>     As Gerald asked, it's still relevant to know why you have a custom
>     field named Email Address.  Normally Email Addresses would be stored
>     on a Requestor or Cc or some other User.
>
>     -kevin
>

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From nick.fennell at appliansys.com  Fri Nov 30 08:00:54 2012
From: nick.fennell at appliansys.com (Nick Fennell)
Date: Fri, 30 Nov 2012 13:00:54 +0000
Subject: [rt-users] On Correspond - Open ticket
In-Reply-To: <DCDE0568-8060-4ADE-82D0-F75D5ED0B101@appliansys.com>
References: <DCDE0568-8060-4ADE-82D0-F75D5ED0B101@appliansys.com>
Message-ID: <F7473AD9-279C-4A7E-93B2-95BD06144064@appliansys.com>

Actually, some additional information to this.

The scrip may in fact be working but from the opposite way to what I want/expect.

When customer correspondence is received, the ticket status (on a resolved ticket) is set to Open.

However, what I want is when correspondence is added to a ticket with status = New, set it to Open.

-- 
Nick Fennell
ApplianSys Support Team Leader

ApplianSys Limited
University of Warwick Science Park
Business Innovation Centre
Harry Weston Road
Coventry CV3 2TX

t: +44 (0) 870 7707 789
s: nick-fennell
www.appliansys.com

Our sales team sells by referral:
Less time looking for customers, more time looking after them

Subscribe: http://eepurl.com/ibKtY

On 30 Nov 2012, at 12:54, Nick Fennell <nick.fennell at appliansys.com> wrote:

> Hi All,
> 
> I have a Scrip defined as follows;
> 
> Description: On correspond Open Ticket
> Condition: On Correspond
> Action: Open Tickets
> Template: Global template: Blank
> Stage: TransactionCreate
> 
> This worked on RT3.8.8 but now doesn't work on RT4.0.8
> 
> The only item of relevance I can see in the log file;
> 
> {{{
> Skipping Scrip #1 because it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:237)
> }}}
> 
> Any ideas?
> 
> Thanks.
> -- 
> Nick Fennell
> ApplianSys Support Team Leader
> 
> ApplianSys Limited
> University of Warwick Science Park
> Business Innovation Centre
> Harry Weston Road
> Coventry CV3 2TX
> 
> t: +44 (0) 870 7707 789
> s: nick-fennell
> www.appliansys.com
> 
> Our sales team sells by referral:
> Less time looking for customers, more time looking after them
> 
> Subscribe: http://eepurl.com/ibKtY
> 

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From juanjillo at gmail.com  Fri Nov 30 08:25:55 2012
From: juanjillo at gmail.com (Juanjo)
Date: Fri, 30 Nov 2012 14:25:55 +0100
Subject: [rt-users] Problem with CPAN and prerequisites for RT 4.0.5
In-Reply-To: <CAGf7qGBVkPr7805U-zp7M442vzpfvDz7ff2WMBSA8j2ADZRZ-A@mail.gmail.com>
References: <CACMXBdtVe13ubKHNp7xQ6sqnUS_jkLj0=UA1H24Nxw2PxZgKdA@mail.gmail.com>
	<20121127171546.GA1823@jibsheet.com>
	<CACMXBdt3ObRPaS=6UGj=WvTPid0z-ez26vgVOhu6w1CzkdNOZg@mail.gmail.com>
	<20121129171114.GT1823@jibsheet.com>
	<CACMXBds+nvhca+Wk2D4NoF17+_Z_tpO-DZ5XNh9e7Evv0E1H8w@mail.gmail.com>
	<CAGf7qGBVkPr7805U-zp7M442vzpfvDz7ff2WMBSA8j2ADZRZ-A@mail.gmail.com>
Message-ID: <CACMXBdsWKZNS=OOz3_eFmmwSjKxeGZFbbBw+RmHVbr0c3vvZUA@mail.gmail.com>

Hi make the RT full installation about 8 times, all with 2 centos isos (CD
and DVD), and always on a ESX 5.1 host. Every time i create a new machine
and always fails in the same point

I make the same installation (i have a text file with all the command
lines) with the same iso files on a windows 8 hyper-V and in a ESX 5.0 host
and works fine.

My opinion, is there somthing strange with ESX 5.1 and CPAN in a GUEST. Or
something is wrong on my ESX 5.1, but other machines that works fine.


:(



2012/11/30 Rory <rclerkin at gmail.com>

> At a guess I think you might be missing a dependency for
> Plack::Handler::Starlet
>
> Personally, I like to use CPANMINUS<http://search.cpan.org/dist/App-cpanminus/lib/App/cpanminus.pm> as
> it will install dependencies for the Perl Module you want.
>
> Start CPAN and run;
>
> install App::cpanminus
>
> Once that completes exit CPAN to return to your shell prompt.
> From the shell prompt run;
>
> cpanm Plack::Handler::Starlet
>
> It should then run through all dependencies and install what's needed.
> Hopefully that will solve your issue.
>
> Rory
>
>
>
> On 30 November 2012 11:36, Juanjo <juanjillo at gmail.com> wrote:
>
>> Selinux is disabled and iptables are disabled too.
>>
>> Sorry, but i don?t know how use this information:
>>
>>
>>       If there's nothing useful, you may want to diag() out the $port in
>>       that test and pause the test and make sure the test server is
>> actually
>>       starting.
>>
>>
>>
>> 2012/11/29 Kevin Falcone <falcone at bestpractical.com>
>>
>>> On Wed, Nov 28, 2012 at 11:53:12PM +0100, Juanjo wrote:
>>> >    IF i make the make test:
>>> >    t/05server-header.t ..
>>> >    not ok 1
>>> >    not ok 2
>>> >    ok 3
>>> >
>>> >    # Failed test at t/05server-header.t line 14.
>>> >    Use of uninitialized value $this in pattern match (m//) at
>>> t/05server-header.t line 15.
>>> >
>>> >    # Failed test at t/05server-header.t line 15.
>>> >    # undef
>>> >    # doesn't match '(?-xism:Starlet)'
>>> >    Use of uninitialized value $this in pattern match (m//) at
>>> t/05server-header.t line 16.
>>> >    not ok 4
>>> >
>>> >    # Failed test at t/05server-header.t line 19.
>>> >    Use of uninitialized value $this in pattern match (m//) at
>>> t/05server-header.t line 20.
>>> >    ok 5
>>> >    Use of uninitialized value $this in pattern match (m//) at
>>> t/05server-header.t line 21.
>>> >    not ok 6
>>> >
>>> >    # Failed test at t/05server-header.t line 21.
>>> >    # undef
>>> >    # doesn't match '(?-xism:Hello)'
>>> >    [Test::TCP] Child process does not block(PID: 32489, PPID: 32488) at
>>> >    /usr/local/share/perl5/Test/TCP.pm line 121.
>>> >    1..6
>>> >    # Looks like you failed 4 tests of 6.
>>> >    Dubious, test returned 4 (wstat 1024, 0x400)
>>> >    Failed 4/6 subtests
>>> >    t/06remote_port.t ....
>>> >    not ok 1
>>>
>>> That implies that nothing is binding to the test port, possibly a
>>> restriction of your system (selinux? firewall?).
>>>
>>> >      If there's nothing useful, you may want to diag() out the $port in
>>> >      that test and pause the test and make sure the test server is
>>> actually
>>> >      starting.
>>>
>>> You'll need to look at using this method to go deeper.
>>>
>>> -kevin
>>>
>>> --------
>>> We're hiring! http://bestpractical.com/jobs
>>>
>>>
>>
>>
>> --
>> Un saludo.
>> Juanjo Corral
>>
>> --------
>> We're hiring! http://bestpractical.com/jobs
>>
>>
>
> --------
> We're hiring! http://bestpractical.com/jobs
>
>


-- 
Un saludo.
Juanjo Corral
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From l.loskot at seznam.cz  Fri Nov 30 18:52:35 2012
From: l.loskot at seznam.cz (=?iso-8859-2?Q?Luk=E1=B9_Loskot?=)
Date: Sat, 1 Dec 2012 00:52:35 +0100
Subject: [rt-users] Redirection to unexisting page after login
Message-ID: <000001cdcf55$c5fb6850$51f238f0$@seznam.cz>

Hi Kevin,

Tank you. Deleting the cache solved my problem.
Just to comlete the solution.
In my instalation the cache lives here:
/var/cache/request-tracker4/mason_data/
I placed folowing command to my favourites and thinking of placing it in the
apache2 restart routines:
rm -rf /var/cache/request-tracker4/mason_data/obj/*

Regards,
Lukas Loskot



From qcxhome at gmail.com  Fri Nov 30 21:22:06 2012
From: qcxhome at gmail.com (tkdchen)
Date: Sat, 1 Dec 2012 10:22:06 +0800
Subject: [rt-users] How to name a custom field?
In-Reply-To: <50B8ADDD.8030300@eve-team.com>
References: <CADTkS=8dA3f-TVr5sjbo2OSoxLBJYfCPZ_XUZq5QX84LLGWf+A@mail.gmail.com>
	<CADTkS=8-f1sQwSgtVy8EUqXP1m5R=hVUqP0cu2zKWh4mA2yHng@mail.gmail.com>
	<50B729B3.9040609@eve-team.com>
	<1524238.9LshJYoQjM@localhost.localdomain>
	<20121130033013.GU1823@jibsheet.com>
	<CADTkS=-fpN6Wk=qUVfaPb8Bi9U_r4MWUdZJXE_z920uQ6UJXAg@mail.gmail.com>
	<50B8ADDD.8030300@eve-team.com>
Message-ID: <CADTkS=-oL+D4gfCo4+zN9dYF_1C6UinGqMVdEoP9cwgF0puAqA@mail.gmail.com>

This is clear. Thanks very much! :)


On Fri, Nov 30, 2012 at 9:00 PM, Gerard FENELON (EVE) <gfenelon at eve-team.com
> wrote:

>  It is the other way round :
> 1- you define CustomFields
> 2- then you apply them to Queues
> 3- only then, you may create tickets with values in those CustomFields.
>
> Gerard
>
>
> On 2012-11-30 05:16, tkdchen wrote:
>
> Hi,
>
>  EmailAddress is just for testing the creation of custom field, not for
> other purpose. As what you mentioned, if I create a new ticket with custom
> fields, that custom fields should be defined in the
> /Admin/CustomFields/index.html first. Am I right? Thanks!
>
> Chenxiong Qi
>
>
>
> On Fri, Nov 30, 2012 at 11:30 AM, Kevin Falcone <falcone at bestpractical.com
> > wrote:
>
>> On Fri, Nov 30, 2012 at 10:09:06AM +0800, qcxhome at gmail.com wrote:
>> >    Thanks for your guide. I just checked our RT system , the URI
>> /Admin/CustomFields/index.html
>> >    lists all predefined custom fields. Is it possible to set some
>> application-specific custom
>> >    fields that are not predefined in /Admin/CustomFields/index.html.
>>
>>  There are no predefined custom fields in RT.
>> Anything you see on that page is by definition an application-specific
>> custom field.
>>
>> You make more by clicking on Create.
>>
>> As Gerald asked, it's still relevant to know why you have a custom
>> field named Email Address.  Normally Email Addresses would be stored
>> on a Requestor or Cc or some other User.
>>
>> -kevin
>
>
>
> --------
> We're hiring! http://bestpractical.com/jobs
>
>


-- 
A Python developer living in Beijing
http://about.me
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From qcxhome at gmail.com  Fri Nov 30 21:25:09 2012
From: qcxhome at gmail.com (tkdchen)
Date: Sat, 1 Dec 2012 10:25:09 +0800
Subject: [rt-users] How to name a custom field?
In-Reply-To: <50B8ADDD.8030300@eve-team.com>
References: <CADTkS=8dA3f-TVr5sjbo2OSoxLBJYfCPZ_XUZq5QX84LLGWf+A@mail.gmail.com>
	<CADTkS=8-f1sQwSgtVy8EUqXP1m5R=hVUqP0cu2zKWh4mA2yHng@mail.gmail.com>
	<50B729B3.9040609@eve-team.com>
	<1524238.9LshJYoQjM@localhost.localdomain>
	<20121130033013.GU1823@jibsheet.com>
	<CADTkS=-fpN6Wk=qUVfaPb8Bi9U_r4MWUdZJXE_z920uQ6UJXAg@mail.gmail.com>
	<50B8ADDD.8030300@eve-team.com>
Message-ID: <CADTkS=8paJefKgyXoMX9UqF-8NbmzFjumeatTdBEPQAngGgQKA@mail.gmail.com>

This is clear. Thanks very much! :)


On Fri, Nov 30, 2012 at 9:00 PM, Gerard FENELON (EVE) <gfenelon at eve-team.com
> wrote:

>  It is the other way round :
> 1- you define CustomFields
> 2- then you apply them to Queues
> 3- only then, you may create tickets with values in those CustomFields.
>
> Gerard
>
>
> On 2012-11-30 05:16, tkdchen wrote:
>
> Hi,
>
>  EmailAddress is just for testing the creation of custom field, not for
> other purpose. As what you mentioned, if I create a new ticket with custom
> fields, that custom fields should be defined in the
> /Admin/CustomFields/index.html first. Am I right? Thanks!
>
> Chenxiong Qi
>
>
>
> On Fri, Nov 30, 2012 at 11:30 AM, Kevin Falcone <falcone at bestpractical.com
> > wrote:
>
>> On Fri, Nov 30, 2012 at 10:09:06AM +0800, qcxhome at gmail.com wrote:
>> >    Thanks for your guide. I just checked our RT system , the URI
>> /Admin/CustomFields/index.html
>> >    lists all predefined custom fields. Is it possible to set some
>> application-specific custom
>> >    fields that are not predefined in /Admin/CustomFields/index.html.
>>
>>  There are no predefined custom fields in RT.
>> Anything you see on that page is by definition an application-specific
>> custom field.
>>
>> You make more by clicking on Create.
>>
>> As Gerald asked, it's still relevant to know why you have a custom
>> field named Email Address.  Normally Email Addresses would be stored
>> on a Requestor or Cc or some other User.
>>
>> -kevin
>
>
>
> --------
> We're hiring! http://bestpractical.com/jobs
>
>


-- 
A Python developer living in Beijing
http://about.me
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