From shrivallabh.deshmukh at sungard.com Mon Oct 1 03:04:12 2012 From: shrivallabh.deshmukh at sungard.com (Shrivallabh Deshmukh) Date: Mon, 1 Oct 2012 12:34:12 +0530 Subject: [rt-users] Can I show duration between creation of ticket and its deletion directly of the chart? Message-ID: Hi All, I have been extracting some information from the charts and saved searches. However, how can I show some thing like the amount of time between creation of ticket and resolution? Regards, Shrivallabh -------------- next part -------------- An HTML attachment was scrubbed... URL: From drasar at ics.muni.cz Mon Oct 1 04:02:07 2012 From: drasar at ics.muni.cz (Martin Drasar) Date: Mon, 01 Oct 2012 10:02:07 +0200 Subject: [rt-users] Signing by default In-Reply-To: <5064840C.2000309@bestpractical.com> References: <506413F1.4080401@ics.muni.cz> <5064840C.2000309@bestpractical.com> Message-ID: <50694DFF.4090904@ics.muni.cz> On 27.9.2012 18:51, Thomas Sibley wrote: > On 09/27/2012 01:53 AM, Martin Drasar wrote: >> when a user responds to a ticket at our site, the message is forwarded >> to all interested parties and the user's name and email is untouched >> (i.e. no 'via RT', changed mail or anything else). > > This behaviour is strange. Why are you setting From: to individual > email addresses instead of back into RT? Hi Thomas, at first we used the 'name via RT ' and then the 'name ' pattern, but in both cases our users were unhappy, because their addressbooks in mail clients started to grow with duplicate entries for each involved identity. And as we wanted to keep the name in the header for clarity, using individual addresses seemed like the only option. Each message sent from our RT has its address in the reply-to header and users learned (almost) not to use reply-all but only reply and reply-to-conference. So far it is working to (almost) everyone's liking and the signing and occasional doubling of mails because someone used reply-all are our only problems. >> Do you have any idea for clean solution? > > Use a small bit of javascript in a callback to twiddle the Sign checkbox > on update pages. Clean customization, no need to hack up core components. Hmm, that sounds like the most clean solution. The 'AfterGnuPG' callback is going to be my friend. Thank you for the hint. Cheers, Martin From AlexYoung at HousingPartners.co.uk Mon Oct 1 05:34:33 2012 From: AlexYoung at HousingPartners.co.uk (Alex Young) Date: Mon, 1 Oct 2012 10:34:33 +0100 Subject: [rt-users] Updating parent tickets with time fields Message-ID: <930F3731A784414087B33E439A55563468E250@s-wor-e-001.SCOUTSOFFICE.local> I have very slightly modified the AutoUpdate Parents with TimeWorked script (http://requesttracker.wikia.com/wiki/AutoUpdate_Parents_with_TImeWorked ) to also update Time Estimated and Time Left. Everything works fine, except it doesn't update the parent ticket if you put any time values in during ticket creation. As we are creating a lot of child tickets, it would be much easier for us to be able to update these fields during child ticket creation, rather than going into each ticket to update them. Any ideas how I could get this scrip to update when a ticket is created, as well as when the field itself is modified? Thanks. From philippe.fremy at parxglobal.fr Mon Oct 1 06:42:03 2012 From: philippe.fremy at parxglobal.fr (Philippe Fremy) Date: Mon, 01 Oct 2012 12:42:03 +0200 Subject: [rt-users] HTML Emails Message-ID: <5069737B.2050106@parxglobal.fr> Hi, I am trying to set up a full chain of email handling with proper html support through RT (v4.0.0) . I have read the doc and several wiki entries. I did what is recommended and still, it's not working. When I send a html email to RT (as a customer), it's received and displayed as text/plain. Later on, if I reply to this mail using the rich text editor and include some markup, the mail is received as plaintext by the customer, with html markup. For the reply, my template is looking like this : -------------------------------------------------------- RT-Attach-Message: yes Content-Type: text/html {$Transaction->Content(Type => 'text/html')}

Tr?s cordialement,

L'?quipe support Piaf.

Service client Piaf:


------------------------------------------------------------------------------- It seems that the Content-Type part is ignored... cheers, Philippe From philippe.fremy at parxglobal.fr Mon Oct 1 08:39:18 2012 From: philippe.fremy at parxglobal.fr (Philippe Fremy) Date: Mon, 01 Oct 2012 14:39:18 +0200 Subject: [rt-users] HTML Emails In-Reply-To: <5069737B.2050106@parxglobal.fr> References: <5069737B.2050106@parxglobal.fr> Message-ID: <50698EF6.3010504@parxglobal.fr> Ok, I found out a few things : - Thunberbirds converts html emails to plain text behind my back (this explains that). - My template was not used because it was overridden by a queue tempate. So, I can now send and receive html emails. Still, a few annoyances remain with RT : 1. when sending a mixed email (html + text), RT displays only the text part of the message. Is it possible to change that ? I have set Set($PreferRichText, 1); in SiteConfig but it does not seem to have any effect on the way messages are displayed. Or it must be overridden somewhere ? 2. When replying to a text/htlml request, it seems that RT quotes the html, stripped to plaintext. Is it possible to have full quoting of the html part of the email ? cheers, Philippe On 01/10/2012 12:42, Philippe Fremy wrote: > Hi, > > I am trying to set up a full chain of email handling with proper html > support through RT (v4.0.0) . > > I have read the doc and several wiki entries. I did what is recommended > and still, it's not working. > > When I send a html email to RT (as a customer), it's received and > displayed as text/plain. > > Later on, if I reply to this mail using the rich text editor and include > some markup, the mail is received as plaintext by the customer, with > html markup. For the reply, my template is looking like this : > > -------------------------------------------------------- > RT-Attach-Message: yes > Content-Type: text/html > > {$Transaction->Content(Type => 'text/html')} >

> Tr?s cordialement, >

> L'?quipe support Piaf. >

> Service client Piaf:
> >


> ------------------------------------------------------------------------------- > > It seems that the Content-Type part is ignored... > > cheers, > > Philippe > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > From juanjillo at gmail.com Mon Oct 1 11:02:34 2012 From: juanjillo at gmail.com (Juanjo) Date: Mon, 1 Oct 2012 17:02:34 +0200 Subject: [rt-users] Add to all emails a link to the ticket. Message-ID: Hi to all. When we create or assign a ticket the email that the user receive have a link to the ticket. But one response with email about the ticket make the user connecto to see it on the rt system. Coud i attach a link to the ticket in every email sended? Thanks Regards, -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From barainty-rtusers at citytwist.com Mon Oct 1 13:29:57 2012 From: barainty-rtusers at citytwist.com (barainty-rtusers at citytwist.com) Date: Mon, 1 Oct 2012 13:29:57 -0400 Subject: [rt-users] Error RT 3.8 / Perl 5.16 / FreeBSD 9: Anybody has seen this? Message-ID: <008601cd9ffa$609b18f0$21d14ad0$@citytwist.com> I have a webserver running RT 3.8.7. It has been in production for over a year. I'm migrating to a new server (FreeBSD 9.0-RELEASE-p3) using the same RT configuration and database, but I get an http error when I try to launch the web interface. I collected the following log, right after restarting Apache. [Thu Sep 27 17:26:13 2012] [notice] caught SIGTERM, shutting down [Thu Sep 27 17:26:37 2012] [notice] Digest: generating secret for digest authentication ... [Thu Sep 27 17:26:37 2012] [notice] Digest: done [Thu Sep 27 17:26:38 2012] [notice] Apache/2.2.22 (FreeBSD) PHP/5.4.6 mod_ssl/2.2.22 OpenSSL/0.9.8q DAV/2 mod_perl/2.0.7 Perl/v5.16.0 configured -- resuming normal operations [Thu Sep 27 21:27:30 2012] [warning]: [Mason] Cannot resolve file to component: /usr/local/share/html/index.html (is file outside component root?) at /usr/local/lib/perl5/site_perl/5.16.0/HTML/Macal/lib/perl5/site_perl/5.16.0/ HTML/Mason/ApacheHandler.pm:853) On the browser page I simply get this error: Not Found The requested URL / was not found on this server. I googled around and did not found a conclusive fix or solution. Following is the httpd-vhosts.conf, which with the exception of the IP address, it's identical to the one in the production site: LoadModule perl_module libexec/apache22/mod_perl.so ServerName newtickets.int.visionamics.com ServerAlias newtickets DocumentRoot /usr/local/share/html AddDefaultCharset UTF-8 PerlRequire "/usr/local/bin/webmux.pl" order allow,deny allow from all SetHandler default SetHandler perl-script PerlHandler RT::Mason ServerName admnp004-new.int.visionamics.com ServerAlias admnp004-new DocumentRoot /usr/local/www/apache22/data/ order allow,deny allow from all ServerName support.int.visionamics.com ServerAlias support DocumentRoot /usr/local/www/apache22/support/ order allow,deny allow from all ServerName vistesting.selfmailsystem.com DocumentRoot /usr/local/www/apache22/sploit/ order allow,deny allow from all Please, advise. - Bernardo x2211 From trs at bestpractical.com Mon Oct 1 14:02:55 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 01 Oct 2012 11:02:55 -0700 Subject: [rt-users] Error RT 3.8 / Perl 5.16 / FreeBSD 9: Anybody has seen this? In-Reply-To: <008601cd9ffa$609b18f0$21d14ad0$@citytwist.com> References: <008601cd9ffa$609b18f0$21d14ad0$@citytwist.com> Message-ID: <5069DACF.8040702@bestpractical.com> On 10/01/2012 10:29 AM, barainty-rtusers at citytwist.com wrote: > [Thu Sep 27 21:27:30 2012] [warning]: [Mason] Cannot resolve file to > component: /usr/local/share/html/index.html (is file outside component > root?) at > /usr/local/lib/perl5/site_perl/5.16.0/HTML/Macal/lib/perl5/site_perl/5.16.0/ > HTML/Mason/ApacheHandler.pm:853) Have you checked permissions on /usr/local/share/html? What's the contents of your RT.pm? RT isn't installed to the standard location, so you'll have to figure out where it is. From sandra at hpcrd.lbl.gov Mon Oct 1 18:13:26 2012 From: sandra at hpcrd.lbl.gov (Sandra Wittenbrock) Date: Mon, 01 Oct 2012 15:13:26 -0700 Subject: [rt-users] delete user with shredder Message-ID: <506A1586.30604@hpcrd.lbl.gov> Hello, I want to delete a particular user from RT. When I go to shredder, no matter what I search for, only one user will show up as a candidate for removal. The RT install has hundreds of users imported from LDAP. I didn't see any hints in the logs. The message when I search for "name: m*" is "Objects list is empty". There are at least 10 users whose name begin with "m", and they show up when I look at the "Users" under the Configuration menu. Thanks for any suggestions. Cheers, Sandra From gsieb at efashionsolutions.com Mon Oct 1 18:43:52 2012 From: gsieb at efashionsolutions.com (Glenn E. Sieb) Date: Mon, 01 Oct 2012 18:43:52 -0400 Subject: [rt-users] delete user with shredder In-Reply-To: <506A1586.30604@hpcrd.lbl.gov> References: <506A1586.30604@hpcrd.lbl.gov> Message-ID: <506A1CA8.7060909@efashionsolutions.com> On 10/01/2012 06:13 PM, Sandra Wittenbrock wrote: > Hello, > > I want to delete a particular user from RT. When I go to shredder, no > matter what I search for, only one user will show up as a candidate for > removal. > > The RT install has hundreds of users imported from LDAP. I didn't see > any hints in the logs. > > The message when I search for "name: m*" is "Objects list is empty". > > There are at least 10 users whose name begin with "m", and they show up > when I look at the "Users" under the Configuration menu. > > Thanks for any suggestions. > > Cheers, > > Sandra > > Make sure that "status" says enabled in it. --G. -- Glenn E. Sieb System Administrator +1 201 809-4958 eFashionSolutions 80 Enterprise Avenue South Secaucus, NJ 07094 From tom.robinson at motec.com.au Mon Oct 1 19:00:52 2012 From: tom.robinson at motec.com.au (Tom Robinson) Date: Tue, 02 Oct 2012 09:00:52 +1000 Subject: [rt-users] Command By Mail broken in 4.0.7 In-Reply-To: References: <50654C1B.3060706@motec.com.au> Message-ID: <506A20A4.3030104@motec.com.au> On 29/09/12 01:03, Ruslan Zakirov wrote: > On Fri, Sep 28, 2012 at 11:04 AM, Tom Robinson wrote: >> # Command By Mail @MailPlugins = qw( Auth::MailFrom Filter::TakeAction ); #Set( >> $CommandByMailGroup, group_id ); > Set( @MailPlugins, ....); But it's not that much important. All you showed looks good. Next step > is to collect RT logs. Sorry, forgot to post to list... Hmmm, in 3.8.8 I had that syntax but the INSTALL file says to do this: Note that Filter::TakeAction should be pushed into list *after* Auth::MailFrom or any similar plugin that loads a current user object. You can do this by adding the following line to your RT::SiteConfig: @MailPlugins = qw(Auth::MailFrom Filter::TakeAction); If you are running RT-3.8 you will need to use slightly different syntax Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); So, now that I've changed the that line back to what I thought was only for 3.8.8, it works! Am I misinterpreting that INSTALL file or should that be written as "If you are using RT-3.8 or later ..."? Kind regards, Tom -- Tom Robinson System Administrator MoTeC Pty Ltd 121 Merrindale Drive Croydon South 3136 Victoria Australia T: +61 3 9761 5050 F: +61 3 9761 5051 E: tom.robinson at motec.com.au -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 250 bytes Desc: OpenPGP digital signature URL: From kenn.crocker at gmail.com Mon Oct 1 23:21:54 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Mon, 1 Oct 2012 20:21:54 -0700 Subject: [rt-users] Updating parent tickets with time fields In-Reply-To: <930F3731A784414087B33E439A55563468E250@s-wor-e-001.SCOUTSOFFICE.local> References: <930F3731A784414087B33E439A55563468E250@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: Alex, I wrote a scrip that adds time entered into a child ticket automatically to all parents of that ticket, in case that child has more than one parent or more than one grandparent, etc. I'll have to look it up, but check back with me in a couple days and I might have it by then. I'm not home and at a customer site at the moment. Kenn On Mon, Oct 1, 2012 at 2:34 AM, Alex Young wrote: > I have very slightly modified the AutoUpdate Parents with TimeWorked > script > (http://requesttracker.wikia.com/wiki/AutoUpdate_Parents_with_TImeWorked > ) to also update Time Estimated and Time Left. > > Everything works fine, except it doesn't update the parent ticket if you > put any time values in during ticket creation. As we are creating a lot > of child tickets, it would be much easier for us to be able to update > these fields during child ticket creation, rather than going into each > ticket to update them. > > Any ideas how I could get this scrip to update when a ticket is created, > as well as when the field itself is modified? > > Thanks. > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > -------------- next part -------------- An HTML attachment was scrubbed... URL: From asanka_gunasekera at yahoo.co.uk Tue Oct 2 06:26:14 2012 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Tue, 2 Oct 2012 11:26:14 +0100 (BST) Subject: [rt-users] share dashboard with a group Message-ID: <1349173574.95061.YahooMailNeo@web133204.mail.ir2.yahoo.com> Hi, I have created a dash board (test_dash) and I have a group called test_grp. Now I want to share this dash with my group. How can I going about doing this Thanks and Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From Albert.Shih at obspm.fr Tue Oct 2 09:01:02 2012 From: Albert.Shih at obspm.fr (Albert Shih) Date: Tue, 2 Oct 2012 15:01:02 +0200 Subject: [rt-users] Don't want close ticket queue. Message-ID: <20121002130102.GA1865@io.ipgp.fr> Hi all, How can I create a queue where no ticket can be close ? But can be deleted, rejected. 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: mar 2 oct 2012 15:00:21 CEST From yacketrj at potsdam.edu Tue Oct 2 08:59:40 2012 From: yacketrj at potsdam.edu (Ron Yacketta) Date: 2 Oct 2012 08:59:40 -0400 Subject: [rt-users] Remove User from User Rights In-Reply-To: References: Message-ID: <506AE53C.7010209@potsdam.edu> Hello all! Is their a way to remove a user from a Queues User Rights? One of our end users was added to User Rights instead of added to a Group. -Ron From al.scotto at reply.it Tue Oct 2 11:52:42 2012 From: al.scotto at reply.it (Scotto Alberto) Date: Tue, 2 Oct 2012 15:52:42 +0000 Subject: [rt-users] share dashboard with a group In-Reply-To: <1349173574.95061.YahooMailNeo@web133204.mail.ir2.yahoo.com> References: <1349173574.95061.YahooMailNeo@web133204.mail.ir2.yahoo.com> Message-ID: You have to grant rights accordingly. See http://requesttracker.wikia.com/wiki/ManualDashboards I?d suggest to go to Tools, configuration, global, group rights, and grant the rights for viewing group dashboards to test_grp Regards Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.scotto at reply.it www.reply.it [Blue Reply] From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Asanka Gunasekera Sent: marted? 2 ottobre 2012 12:26 To: rt-users at lists.bestpractical.com Subject: [rt-users] share dashboard with a group Hi, I have created a dash board (test_dash) and I have a group called test_grp. Now I want to share this dash with my group. How can I going about doing this Thanks and Regards ________________________________ -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: blue.png Type: image/png Size: 2329 bytes Desc: blue.png URL: From trs at bestpractical.com Tue Oct 2 12:12:22 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 02 Oct 2012 09:12:22 -0700 Subject: [rt-users] Remove User from User Rights In-Reply-To: <506AE53C.7010209@potsdam.edu> References: <506AE53C.7010209@potsdam.edu> Message-ID: <506B1266.8060800@bestpractical.com> On 10/02/2012 05:59 AM, Ron Yacketta wrote: > Hello all! > > Is their a way to remove a user from a Queues User Rights? One of our > end users was added to User Rights instead of added to a Group. Remove all the rights granted individually to that user at the queue level. From sandra at hpcrd.lbl.gov Tue Oct 2 16:19:54 2012 From: sandra at hpcrd.lbl.gov (Sandra Wittenbrock) Date: Tue, 02 Oct 2012 13:19:54 -0700 Subject: [rt-users] delete user with shredder In-Reply-To: <506A1CA8.7060909@efashionsolutions.com> References: <506A1586.30604@hpcrd.lbl.gov> <506A1CA8.7060909@efashionsolutions.com> Message-ID: <506B4C6A.4050807@hpcrd.lbl.gov> That's the ticket!! Thank you. I must have misunderstood the description for "status". Cheers, Sandra On 10/01/2012 03:43 PM, Glenn E. Sieb wrote: > On 10/01/2012 06:13 PM, Sandra Wittenbrock wrote: >> Hello, >> >> I want to delete a particular user from RT. When I go to shredder, no >> matter what I search for, only one user will show up as a candidate for >> removal. >> >> The RT install has hundreds of users imported from LDAP. I didn't see >> any hints in the logs. >> >> The message when I search for "name: m*" is "Objects list is empty". >> >> There are at least 10 users whose name begin with "m", and they show up >> when I look at the "Users" under the Configuration menu. >> >> Thanks for any suggestions. >> >> Cheers, >> >> Sandra >> >> > > Make sure that "status" says enabled in it. > > --G. > From gsieb at efashionsolutions.com Tue Oct 2 16:43:00 2012 From: gsieb at efashionsolutions.com (Glenn E. Sieb) Date: Tue, 02 Oct 2012 16:43:00 -0400 Subject: [rt-users] delete user with shredder In-Reply-To: <506B4C6A.4050807@hpcrd.lbl.gov> References: <506A1586.30604@hpcrd.lbl.gov> <506A1CA8.7060909@efashionsolutions.com> <506B4C6A.4050807@hpcrd.lbl.gov> Message-ID: <506B51D4.30309@efashionsolutions.com> On 10/02/2012 04:19 PM, Sandra Wittenbrock wrote: > That's the ticket!! > > Thank you. I must have misunderstood the description for "status". > Glad to help! :-) Best, --G. -- Glenn E. Sieb System Administrator +1 201 809-4958 eFashionSolutions 80 Enterprise Avenue South Secaucus, NJ 07094 From falcone at bestpractical.com Wed Oct 3 10:38:03 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 3 Oct 2012 10:38:03 -0400 Subject: [rt-users] Auto create user default password In-Reply-To: <6434a65760f5187c85917bf616828574@mail.gmail.com> References: <6434a65760f5187c85917bf616828574@mail.gmail.com> Message-ID: <20121003143803.GM1070@jibsheet.com> On Thu, Sep 27, 2012 at 12:27:51PM -0400, Mark Fuller wrote: > Is there a way when a user is auto created because of an email they sent to have a password > set for them automatically when the user is created? There's a template on the wiki for doing this. http://requesttracker.wikia.com/wiki/AutogeneratedPassword It should really get cleaned up into an extension one of these days. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From asanka_gunasekera at yahoo.co.uk Wed Oct 3 14:07:58 2012 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Wed, 3 Oct 2012 19:07:58 +0100 (BST) Subject: [rt-users] share dashboard with a group In-Reply-To: References: <1349173574.95061.YahooMailNeo@web133204.mail.ir2.yahoo.com> Message-ID: <1349287678.95970.YahooMailNeo@web133204.mail.ir2.yahoo.com> Hi Albert, this document does not tell you how to create the shared dashboard :( Thanks and best Regards ASanka ________________________________ From: Scotto Alberto To: Asanka Gunasekera ; "rt-users at lists.bestpractical.com" Sent: Tuesday, 2 October 2012, 21:22 Subject: RE: [rt-users] share dashboard with a group You have to grant rights accordingly. See http://requesttracker.wikia.com/wiki/ManualDashboards I?d suggest to go to Tools, configuration, global, group rights, and grant the rights for viewing group dashboards to test_grp ? Regards ? ? ? ? Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.scotto at reply.it www.reply.it ? From:rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Asanka Gunasekera Sent: marted? 2 ottobre 2012 12:26 To: rt-users at lists.bestpractical.com Subject: [rt-users] share dashboard with a group ? Hi, I have created a dash board (test_dash) and I have a group called test_grp. Now I want to share this dash with my group. How can I going about doing this ? Thanks and Regards ________________________________ -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: blue.png Type: image/png Size: 2329 bytes Desc: blue.png URL: From gsieb at efashionsolutions.com Wed Oct 3 14:56:30 2012 From: gsieb at efashionsolutions.com (Glenn E. Sieb) Date: Wed, 03 Oct 2012 14:56:30 -0400 Subject: [rt-users] share dashboard with a group In-Reply-To: <1349287678.95970.YahooMailNeo@web133204.mail.ir2.yahoo.com> References: <1349173574.95061.YahooMailNeo@web133204.mail.ir2.yahoo.com> <1349287678.95970.YahooMailNeo@web133204.mail.ir2.yahoo.com> Message-ID: <506C8A5E.20802@efashionsolutions.com> 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 From bhowmik at chironinstruments.net Thu Oct 4 02:46:34 2012 From: bhowmik at chironinstruments.net (Bhowmik Shah) Date: Thu, 4 Oct 2012 16:46:34 +1000 Subject: [rt-users] Apache taking up too much CPU Message-ID: Hi Guys, I have a test RT 4.0.4 install from the Ubuntu 12.04 repository. This is not used intensively and at any give time has about 2 users logged in at max. My setup is as follows 1) Ubuntu 12.04 with 613MB RAM 2) RT 4.0.4 from the repository with MySQL5 as the database 3) Apache2 running with Worker mpm 4) Currently have 18 users, 15 tickets and 2 queues 5) No plugins installed/enabled for RT 6) Nothing else installed on the system. It is solely used for RT. The problem I am seeing is that every few hours the Apache2 process starts taking up 99% CPU. A restart fixes it only to have it happen again in some time. I've tried a lot of different ways to debug but can't figure out what is happening. Any tips or suggestions on how to go about figuring out what is causing this? Anybody else faced the same issues with this particular version from the repository? Should I go for a manual install of 4.0.7? Thanks, BS -------------- next part -------------- An HTML attachment was scrubbed... URL: From Chris.okelly at minecorp.com.au Thu Oct 4 03:45:23 2012 From: Chris.okelly at minecorp.com.au (Chris O'Kelly) Date: Thu, 4 Oct 2012 17:45:23 +1000 Subject: [rt-users] Apache taking up too much CPU In-Reply-To: References: Message-ID: <7458EC37-A771-4AFB-B0B8-D0C54568A26C@minecorp.com.au> Hi bhowmik, Have you tried increasing your logging level to debug? What's in your logs? Also check dmesg. What version of perl is installed? We run 4.0.7 here on ubuntu/lamp at the moment and do not have any problems. On 04/10/2012, at 16:47, "Bhowmik Shah" wrote: > Hi Guys, > > I have a test RT 4.0.4 install from the Ubuntu 12.04 repository. This is not used intensively and at any give time has about 2 users logged in at max. My setup is as follows > > 1) Ubuntu 12.04 with 613MB RAM > 2) RT 4.0.4 from the repository with MySQL5 as the database > 3) Apache2 running with Worker mpm > 4) Currently have 18 users, 15 tickets and 2 queues > 5) No plugins installed/enabled for RT > 6) Nothing else installed on the system. It is solely used for RT. > > The problem I am seeing is that every few hours the Apache2 process starts taking up 99% CPU. A restart fixes it only to have it happen again in some time. I've tried a lot of different ways to debug but can't figure out what is happening. > > Any tips or suggestions on how to go about figuring out what is causing this? Anybody else faced the same issues with this particular version from the repository? Should I go for a manual install of 4.0.7? > > Thanks, > BS > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs Regards Chris O'Kelly Web Administrator Minecorp Australia P: 07 3723 1000 M: 0450 586 190 Minecorp Australia 37 Murdoch Circuit Acacia Ridge QLD 4110 www.minecorp.com.au Sent Via a Mobile Device. From marko.cupac at gmail.com Thu Oct 4 03:57:21 2012 From: marko.cupac at gmail.com (Marko =?UTF-8?B?Q3VwYcSH?=) Date: Thu, 4 Oct 2012 09:57:21 +0200 Subject: [rt-users] Frequent e-mail changes and LDAP authentication Message-ID: <20121004095721.2710f728@gmail.com> Dear list readers, My RT setup serves around 300 users, authenticated currently from single LDAP (Microsoft AD) with RT::Authen::ExternalAuth. Users are mosly autocreated on e-mail submission. Only LDAP users can submit tickets. Our group consists of 12 companies, and our users have one of 12 e-mail addresses. Lately we have a lot of user migration between companies which causes change of their addresses. As a consequence, users who have their e-mail changed (from name.surname at company1.tld to name.surname at company2.tld) can no longer submit ticket by e-mail (as it is not recognized by RT). Line in log looks like this: -- Oct 3 08:17:34 rsbgyucnix02 RT: Couldn't load user 'name.surname at company1.tld'.giving up (/usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm:1023) Oct 3 08:17:34 rsbgyucnix02 RT: User 'name.surname at company1.tld' could not be loaded in the mail gateway (/usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm:245) -- For now I am changing their addresses in RT manually, as RT::Authen::ExternalAuth apparently does not update users' e-mail. Is there a better method? Can I use RT::Authen::ExternalAuth and RT::Extension::LDAPImport from cron simultaneously? Or should I switch to RT::Extension::LDAPImport? Thank you in advance, Marko From AlexYoung at HousingPartners.co.uk Thu Oct 4 05:24:01 2012 From: AlexYoung at HousingPartners.co.uk (Alex Young) Date: Thu, 4 Oct 2012 10:24:01 +0100 Subject: [rt-users] Updating parent tickets with time fields In-Reply-To: References: <930F3731A784414087B33E439A55563468E250@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <930F3731A784414087B33E439A555634710CCB@s-wor-e-001.SCOUTSOFFICE.local> Thanks Kenn, That sounds really useful if it does it on ticket creation. Does it also update the times if people make an entry on MyDay.html? Just noticed with the current scrip I am using that it doesn't update the time on parent tickets if a comment is added, which seems very strange to me, as time entered with no comment adds the time correctly. Thanks, Alex From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 02 October 2012 04:22 To: RT User List Subject: Re: [rt-users] Updating parent tickets with time fields Alex, I wrote a scrip that adds time entered into a child ticket automatically to all parents of that ticket, in case that child has more than one parent or more than one grandparent, etc. I'll have to look it up, but check back with me in a couple days and I might have it by then. I'm not home and at a customer site at the moment. Kenn On Mon, Oct 1, 2012 at 2:34 AM, Alex Young wrote: I have very slightly modified the AutoUpdate Parents with TimeWorked script (http://requesttracker.wikia.com/wiki/AutoUpdate_Parents_with_TImeWorked ) to also update Time Estimated and Time Left. Everything works fine, except it doesn't update the parent ticket if you put any time values in during ticket creation. As we are creating a lot of child tickets, it would be much easier for us to be able to update these fields during child ticket creation, rather than going into each ticket to update them. Any ideas how I could get this scrip to update when a ticket is created, as well as when the field itself is modified? Thanks. -------- Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs -------------- next part -------------- An HTML attachment was scrubbed... URL: From bhowmik at chironinstruments.net Thu Oct 4 05:33:44 2012 From: bhowmik at chironinstruments.net (Bhowmik Shah) Date: Thu, 4 Oct 2012 19:33:44 +1000 Subject: [rt-users] Apache taking up too much CPU In-Reply-To: <7458EC37-A771-4AFB-B0B8-D0C54568A26C@minecorp.com.au> References: <7458EC37-A771-4AFB-B0B8-D0C54568A26C@minecorp.com.au> Message-ID: Hi Chris, 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. Bhowmik On Thu, Oct 4, 2012 at 5:45 PM, Chris O'Kelly wrote: > Hi bhowmik, > > Have you tried increasing your logging level to debug? What's in your > logs? Also check dmesg. What version of perl is installed? > > We run 4.0.7 here on ubuntu/lamp at the moment and do not have any > problems. > > On 04/10/2012, at 16:47, "Bhowmik Shah" > wrote: > > > Hi Guys, > > > > I have a test RT 4.0.4 install from the Ubuntu 12.04 repository. This is > not used intensively and at any give time has about 2 users logged in at > max. My setup is as follows > > > > 1) Ubuntu 12.04 with 613MB RAM > > 2) RT 4.0.4 from the repository with MySQL5 as the database > > 3) Apache2 running with Worker mpm > > 4) Currently have 18 users, 15 tickets and 2 queues > > 5) No plugins installed/enabled for RT > > 6) Nothing else installed on the system. It is solely used for RT. > > > > The problem I am seeing is that every few hours the Apache2 process > starts taking up 99% CPU. A restart fixes it only to have it happen again > in some time. I've tried a lot of different ways to debug but can't figure > out what is happening. > > > > Any tips or suggestions on how to go about figuring out what is causing > this? Anybody else faced the same issues with this particular version from > the repository? Should I go for a manual install of 4.0.7? > > > > Thanks, > > BS > > > > -------- > > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > > http://bestpractical.com/training > > > > We're hiring! http://bestpractical.com/jobs > > Regards > > Chris O'Kelly > Web Administrator > > Minecorp Australia > P: 07 3723 1000 > M: 0450 586 190 > > > Minecorp Australia > 37 Murdoch Circuit > Acacia Ridge QLD 4110 > www.minecorp.com.au > Sent Via a Mobile Device. > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kristian.davies at gmail.com Thu Oct 4 05:50:28 2012 From: kristian.davies at gmail.com (Kristian Davies) Date: Thu, 4 Oct 2012 10:50:28 +0100 Subject: [rt-users] Scrip problem (status change) Message-ID: Since upgrading (3.8.2 -> 4.0.6) I've noticed that my scrip's aren't changing status unless perhaps the requester is the one replying. Condition: On Correspond Action: UserDefined Template: Global:Blank Stage: TransactionCreate Custom condition: Custom action preparation code: return 1; Custom action cleanup code: my $ticketStatus = $self->TicketObj->Status; if ( $ticketStatus eq 'reply-pls' ) { if ($self->TransactionObj->IsInbound()) { $self->TicketObj->SetStatus( 'new' ); return 1; } } return undef; Can you point out the error of my ways....? Cheers, Kristian From al.scotto at reply.it Thu Oct 4 07:05:58 2012 From: al.scotto at reply.it (Scotto Alberto) Date: Thu, 4 Oct 2012 11:05:58 +0000 Subject: [rt-users] Setting owner with _Set breaks queries (may be a bug) Message-ID: Hi all, I think I found a bug. I have a scrip called "On closure Auto set owner", which sets the owner while closing the ticket in case nobody has never taken it, so that I don't get resolved tickets assigned to "Nobody in particular". Everything seemed ok until today a colleague of mine noticed something weird with a chart that acts like a hall of fame, showing the top Owners. This chart is very simple: it retrieves all the tickets and it is grouped by Owner.RealName. The weird thing is not the chart itself, but the fact that the following two queries should return the same tickets but they don't: - Owner.RealName = 'Nobody in particular' returns 706 tickets - Owner = 'Nobody in particular' returns 369 tickets The results of the former are not correct: it includes also the tickets for which the owner was set by my scrip, though the column "Owner" is correct (filled with "John Doe", not "Nobody in particular"). Here are the relevant lines of the code of my scrip: # get actor ID my $Actor = $self->TransactionObj->Creator; my $tkt = $self->TicketObj; # try to change owner my ($status, $msg) = $tkt->_Set(Field => 'Owner', Value => $Actor, RecordTransaction => 0); I solved the problem using SetOwner instead of _Set, like this: my ($status, $msg) = $tkt->SetOwner($Actor); With the new code, the tickets whose owner is set by my scrip don't get caught by the query Owner.RealName = 'Nobody in particular'. Looks like _Set doesn't update correctly some field in some table in the DB. But I have no idea of what field and what table! I had a quick look at the DB, and it seems that the relation ticket-owner is based on an user ID, not a string (the real name). Finally, a weird thing with the chart: on the right side, it displays all the owners and the number of tickets associated. For "Nobody in particular", the number is 369 (correct); but if I click on this number it generates the query "Owner.RealName = 'Nobody in particular'" saying "Found 706 tickets". The questions are: Should I file a bug? How can I "convert" the tickets that were processed with the old code? Hope everything is clear Thank you very much! Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.scotto at reply.it www.reply.it [Blue Reply] ________________________________ -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: blue.png Type: image/png Size: 2329 bytes Desc: blue.png URL: From drey111 at gmail.com Thu Oct 4 07:36:32 2012 From: drey111 at gmail.com (Joe Harris) Date: Thu, 4 Oct 2012 07:36:32 -0400 Subject: [rt-users] Setting owner with _Set breaks queries (may be a bug) In-Reply-To: References: Message-ID: <71CF7DEE-0123-411B-89A8-E2CFC2E4ECDB@gmail.com> This is a shot in the dark and I may be way off, but is there a chance your scrip to set the owner runs in a transaction that happens after the transaction that resolves the ticket? And the chart looks for the resolved transaction to get owner at the time of resolution? Just a thought. Sent from my mobile device. On Oct 4, 2012, at 7:05 AM, Scotto Alberto wrote: > Hi all, > I think I found a bug. > I have a scrip called "On closure Auto set owner", which sets the owner while closing the ticket in case nobody has never taken it, so that I don't get resolved tickets assigned to "Nobody in particular". > Everything seemed ok until today a colleague of mine noticed something weird with a chart that acts like a hall of fame, showing the top Owners. This chart is very simple: it retrieves all the tickets and it is grouped by Owner.RealName. > The weird thing is not the chart itself, but the fact that the following two queries should return the same tickets but they don?t: > - Owner.RealName = 'Nobody in particular' returns 706 tickets > - Owner = 'Nobody in particular' returns 369 tickets > The results of the former are not correct: it includes also the tickets for which the owner was set by my scrip, though the column ?Owner? is correct (filled with ?John Doe?, not ?Nobody in particular?). > > Here are the relevant lines of the code of my scrip: > > # get actor ID > my $Actor = $self->TransactionObj->Creator; > my $tkt = $self->TicketObj; > # try to change owner > my ($status, $msg) = $tkt->_Set(Field => 'Owner', Value => $Actor, RecordTransaction => 0); > > I solved the problem using SetOwner instead of _Set, like this: > > my ($status, $msg) = $tkt->SetOwner($Actor); > > With the new code, the tickets whose owner is set by my scrip don?t get caught by the query Owner.RealName = 'Nobody in particular'. > > Looks like _Set doesn?t update correctly some field in some table in the DB. But I have no idea of what field and what table! I had a quick look at the DB, and it seems that the relation ticket-owner is based on an user ID, not a string (the real name). > > Finally, a weird thing with the chart: on the right side, it displays all the owners and the number of tickets associated. For ?Nobody in particular?, the number is 369 (correct); but if I click on this number it generates the query ?Owner.RealName = 'Nobody in particular'? saying ?Found 706 tickets?. > > The questions are: > Should I file a bug? > How can I ?convert? the tickets that were processed with the old code? > > Hope everything is clear > > Thank you very much! > > > Alberto Scotto > > Blue Reply > Via Cardinal Massaia, 83 > 10147 - Torino - ITALY > phone: +39 011 29100 > al.scotto at reply.it > www.reply.it > > > > > > > -- > The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs -------------- next part -------------- An HTML attachment was scrubbed... URL: From al.scotto at reply.it Thu Oct 4 09:09:04 2012 From: al.scotto at reply.it (Scotto Alberto) Date: Thu, 4 Oct 2012 13:09:04 +0000 Subject: [rt-users] Setting owner with _Set breaks queries (may be a bug) In-Reply-To: <71CF7DEE-0123-411B-89A8-E2CFC2E4ECDB@gmail.com> References: <71CF7DEE-0123-411B-89A8-E2CFC2E4ECDB@gmail.com> Message-ID: Joe, Thank for you your quick answer! I?ll take ticket #2985 as an example, which is one of those affected by the issue. The scrip correctly happens in the transaction #38624, ?Status changed from 'new' to 'resolved'?, as the (custom) scrip condition is (taken from the DB): | 17 | On closure | If the status is set to inactive | StatusChange | old: initial, active; new: inactive | Status | 1 | 2012-05-30 15:54:19 | 1 | 2012-05-30 15:54:19 | Here is some output from rt.log: [Mon Sep 10 13:24:00 2012] [debug]: About to think about scrips for transaction #38624 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173) [Mon Sep 10 13:24:00 2012] [debug]: About to prepare scrips for transaction #38624 (/opt/rt4/sbin/../lib/RT/Transaction.pm:177) [Mon Sep 10 13:24:00 2012] [debug]: Found 15 scrips for TransactionCreate stage with applicable type(s) Status for txn #38624 on ticket #2985 (/opt/rt4/sbin/../lib/RT/Scrips.pm:367) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #19 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #35 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #18 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #12 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #2 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #21 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #27 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #23 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #29 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #37 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: Skipping Scrip #38 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Mon Sep 10 13:24:00 2012] [debug]: About to commit scrips for transaction #38624 (/opt/rt4/sbin/../lib/RT/Transaction.pm:197) [Mon Sep 10 13:24:00 2012] [debug]: Committing scrip #34 on txn #38624 of ticket #2985 (/opt/rt4/sbin/../lib/RT/Scrips.pm:183) [Mon Sep 10 13:24:00 2012] [info]: Attempting to auto assign ticket #2985 to user #3444 ((eval 3201):12) [Mon Sep 10 13:24:00 2012] [debug]: Committing scrip #10 on txn #38624 of ticket #2985 (/opt/rt4/sbin/../lib/RT/Scrips.pm:183) [Mon Sep 10 13:24:00 2012] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0xe6582b0), id 38624 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:6 Attached you can find two queries I?ve just executed in my DB. It shows that the owner is correctly set as the id of the user John Doe. ? And the chart looks for the resolved transaction to get owner at the time of resolution? I don?t think it?s a matter of transactions, as I think the chart queries tickets, not transactions. Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.scotto at reply.it www.reply.it [Blue Reply] From: Joe Harris [mailto:drey111 at gmail.com] Sent: gioved? 4 ottobre 2012 13:37 To: Scotto Alberto Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Setting owner with _Set breaks queries (may be a bug) This is a shot in the dark and I may be way off, but is there a chance your scrip to set the owner runs in a transaction that happens after the transaction that resolves the ticket? And the chart looks for the resolved transaction to get owner at the time of resolution? Just a thought. Sent from my mobile device. On Oct 4, 2012, at 7:05 AM, Scotto Alberto > wrote: Hi all, I think I found a bug. I have a scrip called "On closure Auto set owner", which sets the owner while closing the ticket in case nobody has never taken it, so that I don't get resolved tickets assigned to "Nobody in particular". Everything seemed ok until today a colleague of mine noticed something weird with a chart that acts like a hall of fame, showing the top Owners. This chart is very simple: it retrieves all the tickets and it is grouped by Owner.RealName. The weird thing is not the chart itself, but the fact that the following two queries should return the same tickets but they don?t: - Owner.RealName = 'Nobody in particular' returns 706 tickets - Owner = 'Nobody in particular' returns 369 tickets The results of the former are not correct: it includes also the tickets for which the owner was set by my scrip, though the column ?Owner? is correct (filled with ?John Doe?, not ?Nobody in particular?). Here are the relevant lines of the code of my scrip: # get actor ID my $Actor = $self->TransactionObj->Creator; my $tkt = $self->TicketObj; # try to change owner my ($status, $msg) = $tkt->_Set(Field => 'Owner', Value => $Actor, RecordTransaction => 0); I solved the problem using SetOwner instead of _Set, like this: my ($status, $msg) = $tkt->SetOwner($Actor); With the new code, the tickets whose owner is set by my scrip don?t get caught by the query Owner.RealName = 'Nobody in particular'. Looks like _Set doesn?t update correctly some field in some table in the DB. But I have no idea of what field and what table! I had a quick look at the DB, and it seems that the relation ticket-owner is based on an user ID, not a string (the real name). Finally, a weird thing with the chart: on the right side, it displays all the owners and the number of tickets associated. For ?Nobody in particular?, the number is 369 (correct); but if I click on this number it generates the query ?Owner.RealName = 'Nobody in particular'? saying ?Found 706 tickets?. The questions are: Should I file a bug? How can I ?convert? the tickets that were processed with the old code? Hope everything is clear Thank you very much! Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.scotto at reply.it www.reply.it ________________________________ -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -------- Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs ________________________________ -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: blue.png Type: image/png Size: 2329 bytes Desc: blue.png URL: -------------- next part -------------- An HTML attachment was scrubbed... URL: From amstemen at co.fairfield.oh.us Thu Oct 4 10:33:33 2012 From: amstemen at co.fairfield.oh.us (Stemen, Andrew Michael) Date: Thu, 4 Oct 2012 14:33:33 +0000 Subject: [rt-users] Frequent e-mail changes and LDAP authentication In-Reply-To: <20121004095721.2710f728@gmail.com> References: <20121004095721.2710f728@gmail.com> Message-ID: <2B578CB98E73BC4084EBFED4663F54913156E897@CRTH-SVR-EX01.core.co.fairfield.oh.us> Using RT::Authen::ExternalAuth and RT::Extension::LDAPImport simultaneously will solve this problem -- which is exactly what I do. -- Andrew Michael Stemen Fairfield County Information Technology amstemen at co.fairfield.oh.us Sending an email just to say "thanks"? Please reconsider - disk space isn't free. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Marko Cupac Sent: Thursday, 04 October, 2012 03:57 To: rt-users at lists.bestpractical.com Subject: [rt-users] Frequent e-mail changes and LDAP authentication Dear list readers, My RT setup serves around 300 users, authenticated currently from single LDAP (Microsoft AD) with RT::Authen::ExternalAuth. Users are mosly autocreated on e-mail submission. Only LDAP users can submit tickets. Our group consists of 12 companies, and our users have one of 12 e-mail addresses. Lately we have a lot of user migration between companies which causes change of their addresses. As a consequence, users who have their e-mail changed (from name.surname at company1.tld to name.surname at company2.tld) can no longer submit ticket by e-mail (as it is not recognized by RT). Line in log looks like this: -- Oct 3 08:17:34 rsbgyucnix02 RT: Couldn't load user 'name.surname at company1.tld'.giving up (/usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm:1023) Oct 3 08:17:34 rsbgyucnix02 RT: User 'name.surname at company1.tld' could not be loaded in the mail gateway (/usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm:245) -- For now I am changing their addresses in RT manually, as RT::Authen::ExternalAuth apparently does not update users' e-mail. Is there a better method? Can I use RT::Authen::ExternalAuth and RT::Extension::LDAPImport from cron simultaneously? Or should I switch to RT::Extension::LDAPImport? Thank you in advance, Marko -------- Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs From 3dindy at gmail.com Thu Oct 4 11:30:46 2012 From: 3dindy at gmail.com (The Todd) Date: Thu, 4 Oct 2012 11:30:46 -0400 Subject: [rt-users] New to rt Message-ID: Ok guys, need some help, installed request tracker 3.8 Ubuntu 12.04. Its running, I'm having issues with receiving emails. Here's the command. Tried it and also localhost getting the same thing. cat /tmp/mail_message |/usr/bin/rt-mailgate --queue general --action correspond --url http://stl11fgirtk01.root.ad Here's the error. root at stl11fgirtk01:/usr/bin# cat /tmp/mail_message |/usr/bin/rt-mailgate --queue general --action correspond --url http://stl11fgirtk01.root.ad An Error Occurred ================= 404 Not Found Here's what I get in apache2 access log 172.29.100.90 - - [04/Oct/2012:06:29:14 -0900] "POST /REST/1.0/NoAuth/mail-gateway HTTP/1.1" 404 516 "-" "libwww-perl/6.03" -------------- next part -------------- An HTML attachment was scrubbed... URL: From brennanma at gmail.com Thu Oct 4 12:15:13 2012 From: brennanma at gmail.com (Matt Brennan) Date: Thu, 4 Oct 2012 12:15:13 -0400 Subject: [rt-users] New to rt In-Reply-To: References: Message-ID: Looks like you're probably missing a section in your Apache config. See the part about "Setting up the web interface" in http://bestpractical.com/rt/docs/3.8/README.html If you can't figure it out, we'll probably need to see your Apache config to figure out exactly what's incorrect. -Matt On Thu, Oct 4, 2012 at 11:30 AM, The Todd <3dindy at gmail.com> wrote: > Ok guys, need some help, installed request tracker 3.8 Ubuntu 12.04. Its > running, I'm having issues with receiving emails. > > Here's the command. Tried it and also localhost getting the same thing. > > cat /tmp/mail_message |/usr/bin/rt-mailgate --queue general --action > correspond --url http://stl11fgirtk01.root.ad > > > Here's the error. > > root at stl11fgirtk01:/usr/bin# cat /tmp/mail_message |/usr/bin/rt-mailgate > --queue general --action correspond --url http://stl11fgirtk01.root.ad > An Error Occurred > ================= > > 404 Not Found > > Here's what I get in apache2 access log > > 172.29.100.90 - - [04/Oct/2012:06:29:14 -0900] "POST > /REST/1.0/NoAuth/mail-gateway HTTP/1.1" 404 516 "-" "libwww-perl/6.03" > > > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > From trs at bestpractical.com Thu Oct 4 12:43:26 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 04 Oct 2012 09:43:26 -0700 Subject: [rt-users] New to rt In-Reply-To: References: Message-ID: <506DBCAE.50905@bestpractical.com> On 10/04/2012 08:30 AM, The Todd wrote: > Ok guys, need some help, installed request tracker 3.8 Ubuntu 12.04. Its > running, I'm having issues with receiving emails. If this is a new install, we highly recommend starting with the 4.0 series (4.0.7 is the latest). There's even a request-tracker4 package in Ubuntu 12.04 Precise... and it's security patched unlike request-tracker3.8 in Precise. From trs at bestpractical.com Thu Oct 4 12:49:32 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 04 Oct 2012 09:49:32 -0700 Subject: [rt-users] Setting owner with _Set breaks queries (may be a bug) In-Reply-To: References: Message-ID: <506DBE1C.6080507@bestpractical.com> On 10/04/2012 04:05 AM, Scotto Alberto wrote: > I think I found a bug. Not a bug in RT, only your scrip. :) > Looks like _Set doesn?t update correctly some field in some table in the > DB. But I have no idea of what field and what table! I had a quick look > at the DB, and it seems that the relation ticket-owner is based on an > user ID, not a string (the real name). Using _Set to change the Owner is incorrect as it only updates the Owner column in the Tickets table. It doesn't also update the Owner role group for the ticket. SetOwner does both. In general you shouldn't be calling private methods (starting with an underscore) from code you write, for reasons just like this. rt-validator may be able to fix your existing tickets, but I haven't checked so I'm not certain. http://bestpractical.com/rt/docs/latest/rt-validator.html From futureal2 at gmail.com Thu Oct 4 16:53:31 2012 From: futureal2 at gmail.com (Shane Archer) Date: Thu, 4 Oct 2012 13:53:31 -0700 Subject: [rt-users] Determine Requestor Email from Reply-to instead of From Message-ID: Hi, I am using RT to pick up website-generated support tickets as well as incoming emails from the outside world. We are using Amazon SES as a SMTP provider, and they restrict the "From" header to our own domain, so we are unable to masquerade the emails as the actual users, and must use the Reply-to header to store their actual email. So for example, a generated email might look like: To: support at company.com From: "User Name " Reply-to: useremail at address.com In the default configuration it seems that RT reads these tickets as each requestor being at "website at company.com". Is there a way to make it take the Reply-to address as the requestor rather than the From address, if and only if it exists? If there is no easy configuration option for this, where might I look in the code to modify this? Thanks, Shane -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Thu Oct 4 16:58:58 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 4 Oct 2012 15:58:58 -0500 Subject: [rt-users] Determine Requestor Email from Reply-to instead of From In-Reply-To: References: Message-ID: <20121004205858.GA1583@aart.rice.edu> On Thu, Oct 04, 2012 at 01:53:31PM -0700, Shane Archer wrote: > Hi, > > I am using RT to pick up website-generated support tickets as well as > incoming emails from the outside world. We are using Amazon SES as a SMTP > provider, and they restrict the "From" header to our own domain, so we are > unable to masquerade the emails as the actual users, and must use the > Reply-to header to store their actual email. > > So for example, a generated email might look like: > > To: support at company.com > From: "User Name " > Reply-to: useremail at address.com > > In the default configuration it seems that RT reads these tickets as each > requestor being at "website at company.com". > > Is there a way to make it take the Reply-to address as the requestor rather > than the From address, if and only if it exists? > > If there is no easy configuration option for this, where might I look in > the code to modify this? > > > Thanks, > > Shane Hi Shane, You can use a scrip to process the Reply-to: header and update the requestor information as needed. Take a look at the wiki for some example codes. Regards, Ken From trs at bestpractical.com Thu Oct 4 17:00:44 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 04 Oct 2012 14:00:44 -0700 Subject: [rt-users] Determine Requestor Email from Reply-to instead of From In-Reply-To: References: Message-ID: <506DF8FC.30900@bestpractical.com> On 10/04/2012 01:53 PM, Shane Archer wrote: > In the default configuration it seems that RT reads these tickets as > each requestor being at "website at company.com ". > > Is there a way to make it take the Reply-to address as the requestor > rather than the From address, if and only if it exists? This is the standard behaviour of RT. Reply-To takes precedence over >From takes precedence over Sender. I'd suggest double checking your incoming mail. From ruz at bestpractical.com Thu Oct 4 20:07:43 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 5 Oct 2012 04:07:43 +0400 Subject: [rt-users] Scrip problem (status change) In-Reply-To: References: Message-ID: On Thu, Oct 4, 2012 at 1:50 PM, Kristian Davies wrote: > Since upgrading (3.8.2 -> 4.0.6) I've noticed that my scrip's aren't > changing status unless perhaps the requester is the one replying. > > Condition: On Correspond > Action: UserDefined > Template: Global:Blank > Stage: TransactionCreate > > Custom condition: > Custom action preparation code: return 1; > Custom action cleanup code: > my $ticketStatus = $self->TicketObj->Status; > > if ( $ticketStatus eq 'reply-pls' ) > { > if ($self->TransactionObj->IsInbound()) > { > $self->TicketObj->SetStatus( 'new' ); > return 1; > } > } > > return undef; > > Can you point out the error of my ways....? You don't check result of SetStatus. Message it returns probably tells you that such status change is prohibited by Lifecycles configuration. > > Cheers, > Kristian > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs -- Best regards, Ruslan. From jkelsh at netspot.com.au Fri Oct 5 03:16:09 2012 From: jkelsh at netspot.com.au (John Kelsh) Date: Fri, 5 Oct 2012 16:46:09 +0930 Subject: [rt-users] Incorrect version when building from git repository Message-ID: Hi All, I thought that it would be best to build RT from the git repository for convenience and the ability to rebase our customisations onto new versions when they are released. However when I clone the Github repository, checkout the rt-4.0.7 tag, and build from there I end up with RT "3.9-EXPORTED" instead of "4.0.7". Can anyone explain why this is the case? It also appears that the tar files available from downloads.bestpratical.com differ significantly than those generated directly through Github, the Github file shares the same "3.9-EXPORTED" version while the best practical file is 4.0.7. Thanks, -- John Kelsh Applications & Systems Administrator NetSpot Pty. Ltd. ~ 183 Melbourne St. North Adelaide SA 5006 Ph: 08 8361 6800 | Fax: 08 8361 6811 Email: john.kelsh at netspot.com.au | Web: http://www.netspot.com.au From ecsongradi at relnet.hu Fri Oct 5 03:22:22 2012 From: ecsongradi at relnet.hu (=?iso-8859-2?Q?Csongr=E1di_Eszter?=) Date: Fri, 5 Oct 2012 09:22:22 +0200 Subject: [rt-users] SeeQueue based on role requestor Message-ID: <0ff301cda2ca$293ed6d0$7bbc8470$@relnet.hu> Hi All, I'm using RT 4.0.6 on CentOS 6.3 x64 configured a couple of queue. I would like set the following permission: - Unprivileged users see a queue and start a ticket in it if the user already has a ticket in it (eg requestor) - and this permission can be set per queue basis. The situation is we'll using another system wich manipulate the ticket through REST in an exact queue( eg. QA) and the users, who are in this new system and in the RT too has to see this QA queue. The users who are not in this new system can't see the QA queue. I tried to set up the requestor role rights on the QA queue (ShowTicket, CreateTicket, ReplyToTicket, SeeQueue), but it doesn't help. Thanks in advance, Eszter From drasar at ics.muni.cz Fri Oct 5 05:31:28 2012 From: drasar at ics.muni.cz (Martin Drasar) Date: Fri, 05 Oct 2012 11:31:28 +0200 Subject: [rt-users] Can't fork at Mailer.pm Message-ID: <506EA8F0.3010401@ics.muni.cz> Hi, after upgrading to RT 4.0.6 I am having problems with mail sending. This line starts to appear in log: Scrip Commit 6 died. - Can't fork at /usr/share/perl5/Mail/Mailer.pm line 145 and no mail can be sent until I restart the Apache. Scrip 6 is "On Correspond Notify Requestors and Ccs" Do you have any idea why it is happening? And more importantly - how can I solve this so it does not happen again? Thank you for your insights. Martin From al.scotto at reply.it Fri Oct 5 11:15:40 2012 From: al.scotto at reply.it (Scotto Alberto) Date: Fri, 5 Oct 2012 15:15:40 +0000 Subject: [rt-users] Setting owner with _Set breaks queries (may be a bug) In-Reply-To: <506DBE1C.6080507@bestpractical.com> References: <506DBE1C.6080507@bestpractical.com> Message-ID: Very interesting, thank you! Now I understand the relationships. So I think I should correct all the _Set I've used all around in my custom scrips :( Talking about correcting the old tickets processed with _Set, I think rt-validator doesn't help, can you please confirm? Here is the output of rt-validator --check: http://pastebin.com/1PTL8mY8 To verify if it finds the errors caused by _Set I searched in the ouput for "2985", which is the number of a ticket affected by the issue. I also searched for "12626", the ID of the owner group associated with that ticket. But none of them are there. Thanks PS: (OT) if at every moment the Owner is one and only one, I wonder why you defined a group for role Owner. Maybe in order to have a history of past owners? Or for some code consistency? Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.scotto at reply.it www.reply.it -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: gioved? 4 ottobre 2012 18:50 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Setting owner with _Set breaks queries (may be a bug) On 10/04/2012 04:05 AM, Scotto Alberto wrote: > I think I found a bug. Not a bug in RT, only your scrip. :) > Looks like _Set doesn?t update correctly some field in some table in > the DB. But I have no idea of what field and what table! I had a quick > look at the DB, and it seems that the relation ticket-owner is based > on an user ID, not a string (the real name). Using _Set to change the Owner is incorrect as it only updates the Owner column in the Tickets table. It doesn't also update the Owner role group for the ticket. SetOwner does both. In general you shouldn't be calling private methods (starting with an underscore) from code you write, for reasons just like this. rt-validator may be able to fix your existing tickets, but I haven't checked so I'm not certain. http://bestpractical.com/rt/docs/latest/rt-validator.html -------- Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs ________________________________ -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. From asanka_gunasekera at yahoo.co.uk Fri Oct 5 12:44:48 2012 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Fri, 5 Oct 2012 17:44:48 +0100 (BST) Subject: [rt-users] share dashboard with a group In-Reply-To: <506C8A5E.20802@efashionsolutions.com> References: <1349173574.95061.YahooMailNeo@web133204.mail.ir2.yahoo.com> <1349287678.95970.YahooMailNeo@web133204.mail.ir2.yahoo.com> <506C8A5E.20802@efashionsolutions.com> Message-ID: <1349455488.83294.YahooMailNeo@web133202.mail.ir2.yahoo.com> 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 To: "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 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Untitled.png Type: image/png Size: 13775 bytes Desc: not available URL: From trs at bestpractical.com Fri Oct 5 13:05:33 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 05 Oct 2012 10:05:33 -0700 Subject: [rt-users] Can't fork at Mailer.pm In-Reply-To: <506EA8F0.3010401@ics.muni.cz> References: <506EA8F0.3010401@ics.muni.cz> Message-ID: <506F135D.2070407@bestpractical.com> On 10/05/2012 02:31 AM, Martin Drasar wrote: > after upgrading to RT 4.0.6 I am having problems with mail sending. This > line starts to appear in log: > > Scrip Commit 6 died. - Can't fork at /usr/share/perl5/Mail/Mailer.pm > line 145 > > and no mail can be sent until I restart the Apache. > > Do you have any idea why it is happening? And more importantly - how can > I solve this so it does not happen again? Can't fork means your operating system is dangerously out of memory. You should tune Apache and anything else on the box (your database server?) to coexist peacefully. What MailCommand are you using in RT? From asanka_gunasekera at yahoo.co.uk Fri Oct 5 13:09:19 2012 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Fri, 5 Oct 2012 18:09:19 +0100 (BST) Subject: [rt-users] share dashboard with a group In-Reply-To: <1349455488.83294.YahooMailNeo@web133202.mail.ir2.yahoo.com> References: <1349173574.95061.YahooMailNeo@web133204.mail.ir2.yahoo.com> <1349287678.95970.YahooMailNeo@web133204.mail.ir2.yahoo.com> <506C8A5E.20802@efashionsolutions.com> <1349455488.83294.YahooMailNeo@web133202.mail.ir2.yahoo.com> Message-ID: <1349456959.50724.YahooMailNeo@web133201.mail.ir2.yahoo.com> 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 To: Glenn E. Sieb ; "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 To: "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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Fri Oct 5 13:09:23 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 05 Oct 2012 10:09:23 -0700 Subject: [rt-users] Incorrect version when building from git repository In-Reply-To: References: Message-ID: <506F1443.8000603@bestpractical.com> On 10/05/2012 12:16 AM, John Kelsh wrote: > I thought that it would be best to build RT from the git repository > for convenience and the ability to rebase our customisations onto new > versions when they are released. > > However when I clone the Github repository, checkout the rt-4.0.7 > tag, and build from there I end up with RT "3.9-EXPORTED" instead of > "4.0.7". > > Can anyone explain why this is the case? `rm -rf autom4te.cache/` should help. > It also appears that the tar files available from > downloads.bestpratical.com differ significantly than those generated > directly through Github, the Github file shares the same > "3.9-EXPORTED" version while the best practical file is 4.0.7. Github's tarballs are exports of git tags, no more, but that's not our release process and they aren't actual releases. Unfortunately Github doesn't let you disable the Download section, which is terribly frustrating. Don't use the Github tarballs. From juanjillo at gmail.com Sat Oct 6 18:51:43 2012 From: juanjillo at gmail.com (Juanjo) Date: Sun, 7 Oct 2012 00:51:43 +0200 Subject: [rt-users] Add to all emails a link to the ticket. In-Reply-To: References: Message-ID: Any help? El 01/10/2012 17:02, "Juanjo" escribi?: > Hi to all. > > When we create or assign a ticket the email that the user receive have a > link to the ticket. > But one response with email about the ticket make the user connecto to see > it on the rt system. > > Coud i attach a link to the ticket in every email sended? > > Thanks > Regards, > > -- > Un saludo. > Juanjo Corral > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Sat Oct 6 22:56:03 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Sat, 6 Oct 2012 19:56:03 -0700 Subject: [rt-users] share dashboard with a group In-Reply-To: <1349456959.50724.YahooMailNeo@web133201.mail.ir2.yahoo.com> References: <1349173574.95061.YahooMailNeo@web133204.mail.ir2.yahoo.com> <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> Message-ID: First of all, you cannot save/share a search/dashboard for a group unless you are a member of that group. If you are an admin with the correct privileges, you can set the privileges for that group to allow them to see/load/modify that search/dashboard. If you don't want to be a member of a bunch of groups, but want to create searches/dashboards for them, then join them, create/save those searchs/dashboards, set the privileges, then get out of that group. Queue and ticket and Custom field privileges are not the same as group privileges, so being an admin does NOT make you a member of any group and therefore group privileges and searchs and dashboards and such can only be done when you make yourself a member of that particular group. Hope this helps. Kenn On Fri, Oct 5, 2012 at 10:09 AM, Asanka Gunasekera < asanka_gunasekera at yahoo.co.uk> wrote: > 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 > *To:* Glenn E. Sieb ; " > 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 > *To:* "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 > > > > > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From robert at robertblackwell.com Sun Oct 7 09:29:57 2012 From: robert at robertblackwell.com (Robert Blackwell) Date: Sun, 7 Oct 2012 09:29:57 -0400 Subject: [rt-users] @jherrm, 10/7/12 3:41 AM Message-ID: Jeremy Herrman (@jherrm) 10/7/12 3:41 AM Introducing ScanBooth: a collection of software for running a 3D photo booth. jherrman.com/2012/10/introd? @ReconstructMe @Sketchfab -------------- next part -------------- An HTML attachment was scrubbed... URL: From tom.robinson at motec.com.au Sun Oct 7 20:51:30 2012 From: tom.robinson at motec.com.au (Tom Robinson) Date: Mon, 08 Oct 2012 11:51:30 +1100 Subject: [rt-users] Command by Mail CC and AddCC for new users Message-ID: <50722392.9050205@motec.com.au> Hi, It looks as if the Command by Mail commands CC: and AddCC: can only be used for existing users. Is this configurable so that non-existing users may be added automatically using the command by mail commands? Kind regards, Tom -- Tom Robinson System Administrator MoTeC Pty Ltd 121 Merrindale Drive Croydon South 3136 Victoria Australia T: +61 3 9761 5050 F: +61 3 9761 5051 E: tom.robinson at motec.com.au -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 250 bytes Desc: OpenPGP digital signature URL: From jkelsh at netspot.com.au Sun Oct 7 20:52:25 2012 From: jkelsh at netspot.com.au (John Kelsh) Date: Mon, 8 Oct 2012 11:22:25 +1030 Subject: [rt-users] Incorrect version when building from git repository In-Reply-To: <506F1443.8000603@bestpractical.com> References: <506F1443.8000603@bestpractical.com> Message-ID: On 06/10/2012, at 2:39 AM, Thomas Sibley wrote: >> It also appears that the tar files available from >> downloads.bestpratical.com differ significantly than those generated >> directly through Github, the Github file shares the same >> "3.9-EXPORTED" version while the best practical file is 4.0.7. > > Github's tarballs are exports of git tags, no more, but that's not our > release process and they aren't actual releases. Unfortunately Github > doesn't let you disable the Download section, which is terribly > frustrating. Don't use the Github tarballs. Ok, so if tags don't relate to releases, how can I obtain a specific release from github? Currently I do this: > git clone git://github.com/bestpractical/rt.git /opt/rt4 > cd /opt/rt4 > git checkout rt-4.0.7 > ./configure.ac > rm -rf autom4te.cache > ./configure --enable-layout=inplace --enable-gd --with-db-type=Pg > make testdeps > make install > apachectl restart Any advice appreciated. Thanks, -- John Kelsh Applications & Systems Administrator NetSpot Pty. Ltd. ~ 183 Melbourne St. North Adelaide SA 5006 Ph: 08 8361 6800 | Fax: 08 8361 6811 Email: john.kelsh at netspot.com.au | Web: http://www.netspot.com.au From trs at bestpractical.com Sun Oct 7 21:52:57 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Sun, 07 Oct 2012 18:52:57 -0700 Subject: [rt-users] Incorrect version when building from git repository In-Reply-To: References: <506F1443.8000603@bestpractical.com> Message-ID: <507231F9.20403@bestpractical.com> On 10/07/2012 05:52 PM, John Kelsh wrote: >> Github's tarballs are exports of git tags, no more, but that's not our >> release process and they aren't actual releases. Unfortunately Github >> doesn't let you disable the Download section, which is terribly >> frustrating. Don't use the Github tarballs. > > Ok, so if tags don't relate to releases, how can I obtain a specific release from github? Tags *do* relate to releases, but not quite everything in a release is in git. Some of it is still generated at release-time and only included in the official tarballs (obviously github can't include it!). Checking out the git tag will still get you the code for that release, which you can run (see below). > Currently I do this: > > git clone git://github.com/bestpractical/rt.git /opt/rt4 > cd /opt/rt4 > git checkout rt-4.0.7 > ./configure.ac > rm -rf autom4te.cache > ./configure --enable-layout=inplace --enable-gd --with-db-type=Pg > make testdeps > make install > apachectl restart > > Any advice appreciated. That looks mostly fine. An important change I'd recommend is checking out rt.git somewhere other than /opt/rt4 (/usr/local/src/rt maybe) and installing into /opt/rt4 instead of using the inplace layout. This lets you track the official rt.git repo separately from your deployment, as well as keeping your specific deployment (configuration, etc) in it's own local git repo. What I describe is more or less how we manage our RT installations at Best Practical. From asanka_gunasekera at yahoo.co.uk Mon Oct 8 02:11:03 2012 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Mon, 8 Oct 2012 07:11:03 +0100 (BST) Subject: [rt-users] share dashboard with a group In-Reply-To: <1349456959.50724.YahooMailNeo@web133201.mail.ir2.yahoo.com> References: <1349173574.95061.YahooMailNeo@web133204.mail.ir2.yahoo.com> <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> Message-ID: <1349676663.12573.YahooMailNeo@web133202.mail.ir2.yahoo.com> Hi Glenn, 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 To: Glenn E. Sieb ; "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 To: Glenn E. Sieb ; "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 To: "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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From drasar at ics.muni.cz Mon Oct 8 04:42:07 2012 From: drasar at ics.muni.cz (Martin Drasar) Date: Mon, 08 Oct 2012 10:42:07 +0200 Subject: [rt-users] Can't fork at Mailer.pm In-Reply-To: <506F135D.2070407@bestpractical.com> References: <506EA8F0.3010401@ics.muni.cz> <506F135D.2070407@bestpractical.com> Message-ID: <507291DF.6030407@ics.muni.cz> On 5.10.2012 19:05, Thomas Sibley wrote: > On 10/05/2012 02:31 AM, Martin Drasar wrote: >> after upgrading to RT 4.0.6 I am having problems with mail sending. This >> line starts to appear in log: >> >> Scrip Commit 6 died. - Can't fork at /usr/share/perl5/Mail/Mailer.pm >> line 145 >> >> and no mail can be sent until I restart the Apache. >> >> Do you have any idea why it is happening? And more importantly - how can >> I solve this so it does not happen again? > > Can't fork means your operating system is dangerously out of memory. > You should tune Apache and anything else on the box (your database > server?) to coexist peacefully. > > What MailCommand are you using in RT? Hi Thomas, I am using sendmail as a mail command, but you are most likely right about insufficient memory. I have checked the logs and Apache processes were dying of memory starvation. I have doubled the memory (it was only 1 gig) and will check if it keeps happening. Thanks, Martin From tjrc at sanger.ac.uk Mon Oct 8 04:53:41 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Mon, 8 Oct 2012 09:53:41 +0100 Subject: [rt-users] Can't fork at Mailer.pm In-Reply-To: <507291DF.6030407@ics.muni.cz> References: <506EA8F0.3010401@ics.muni.cz> <506F135D.2070407@bestpractical.com> <507291DF.6030407@ics.muni.cz> Message-ID: <314DFA22-0469-4114-988A-CD05136C8AB2@sanger.ac.uk> On 8 Oct 2012, at 09:42, Martin Drasar wrote: > On 5.10.2012 19:05, Thomas Sibley wrote: >> On 10/05/2012 02:31 AM, Martin Drasar wrote: >>> after upgrading to RT 4.0.6 I am having problems with mail sending. This >>> line starts to appear in log: >>> >>> Scrip Commit 6 died. - Can't fork at /usr/share/perl5/Mail/Mailer.pm >>> line 145 >>> >>> and no mail can be sent until I restart the Apache. >>> >>> Do you have any idea why it is happening? And more importantly - how can >>> I solve this so it does not happen again? >> >> Can't fork means your operating system is dangerously out of memory. >> You should tune Apache and anything else on the box (your database >> server?) to coexist peacefully. >> >> What MailCommand are you using in RT? > > Hi Thomas, > > I am using sendmail as a mail command, but you are most likely right > about insufficient memory. I have checked the logs and Apache processes > were dying of memory starvation. I have doubled the memory (it was only > 1 gig) and will check if it keeps happening. Make sure you have plenty of swap allocated; you may not need the memory as physical. I run the RT web server on a machine with only 2GB of RAM, and it's fine. I don't run the database on the same machine, though. You have to remember that when Apache/perl forks to exec the sendmail binary, temporarily you double the virtual memory requirement of the Apache/perl setup. You either have to have virtual memory overcommit turned on (which I think is the default on most Linux systems these days) or to have enough swap allocated to cope. vm.overcommit_memory = 0 in /etc/sysctl.conf is probably what you want. You probably actively don't want it to be set to 2. 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 drasar at ics.muni.cz Mon Oct 8 05:03:15 2012 From: drasar at ics.muni.cz (Martin Drasar) Date: Mon, 08 Oct 2012 11:03:15 +0200 Subject: [rt-users] Can't fork at Mailer.pm In-Reply-To: <314DFA22-0469-4114-988A-CD05136C8AB2@sanger.ac.uk> References: <506EA8F0.3010401@ics.muni.cz> <506F135D.2070407@bestpractical.com> <507291DF.6030407@ics.muni.cz> <314DFA22-0469-4114-988A-CD05136C8AB2@sanger.ac.uk> Message-ID: <507296D3.2080908@ics.muni.cz> On 8.10.2012 10:53, Tim Cutts wrote: > Make sure you have plenty of swap allocated; you may not need the memory as physical. I run the RT web server on a machine with only 2GB of RAM, and it's fine. I don't run the database on the same machine, though. You have to remember that when Apache/perl forks to exec the sendmail binary, temporarily you double the virtual memory requirement of the Apache/perl setup. You either have to have virtual memory overcommit turned on (which I think is the default on most Linux systems these days) or to have enough swap allocated to cope. > > vm.overcommit_memory = 0 > > in /etc/sysctl.conf is probably what you want. You probably actively don't want it to be set to 2. > > Tim > Hi Tim, thank you for the tips, I was not aware about doubling the virtual memory requirements. I will look into it. Martin From tjrc at sanger.ac.uk Mon Oct 8 05:29:22 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Mon, 8 Oct 2012 10:29:22 +0100 Subject: [rt-users] Can't fork at Mailer.pm In-Reply-To: <507296D3.2080908@ics.muni.cz> References: <506EA8F0.3010401@ics.muni.cz> <506F135D.2070407@bestpractical.com> <507291DF.6030407@ics.muni.cz> <314DFA22-0469-4114-988A-CD05136C8AB2@sanger.ac.uk> <507296D3.2080908@ics.muni.cz> Message-ID: <0591AFE4-2695-4F76-A333-D3350F4D1F3F@sanger.ac.uk> On 8 Oct 2012, at 10:03, Martin Drasar wrote: > thank you for the tips, I was not aware about doubling the virtual > memory requirements. I will look into it. It's only for a split second, and the memory isn't used. UNIX doesn't just start an application in one go, it uses two steps: 1) fork This duplicates the current process, and both processes continue executing. UNIX does this with so-called copy-on-write, so the pages aren't actually duplicated until they're modified, but nevertheless, the potential exists for both copies to be completely required, so if you have vm.overcommit_memory set to 2, you need all that virtual memory to be available just in case. 2) exec the newly forked process usually immediately executes the exec() system call, which replaces the current process' virtual memory image with the desired program. At this point, the virtual memory requirements go back down again (assuming the new process is something small, which in the case of sendmail, it is). Apologies if there are errors and oversimplifications in the above, I'm not exactly a total UNIX beardy type. We've seen this bite us on some of our HPC clusters at work - there, we do have vm.overcommit_memory set to 2, because we want programs allocating too much memory to die immediately, without risk of the kernel's out of memory killer zapping the wrong thing. A common problem on such machines is very large computational jobs trying to start sub-processes - as soon as they do, their virtual memory requirement doubles and the fork() fails with an out of memory error. It just seemed to me that it might be the case with your system. Try the output of: cat /proc/sys/vm/overcommit_memory if it's 2, then this is probably your problem. 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 drasar at ics.muni.cz Mon Oct 8 05:54:54 2012 From: drasar at ics.muni.cz (Martin Drasar) Date: Mon, 08 Oct 2012 11:54:54 +0200 Subject: [rt-users] Can't fork at Mailer.pm In-Reply-To: <0591AFE4-2695-4F76-A333-D3350F4D1F3F@sanger.ac.uk> References: <506EA8F0.3010401@ics.muni.cz> <506F135D.2070407@bestpractical.com> <507291DF.6030407@ics.muni.cz> <314DFA22-0469-4114-988A-CD05136C8AB2@sanger.ac.uk> <507296D3.2080908@ics.muni.cz> <0591AFE4-2695-4F76-A333-D3350F4D1F3F@sanger.ac.uk> Message-ID: <5072A2EE.3040600@ics.muni.cz> On 8.10.2012 11:29, Tim Cutts wrote: > It's only for a split second, and the memory isn't used. UNIX doesn't just start an application in one go, it uses two steps: > > 1) fork > > This duplicates the current process, and both processes continue executing. > UNIX does this with so-called copy-on-write, so the pages aren't actually duplicated until they're modified, but nevertheless, the potential exists for both copies to be completely required, so if you have vm.overcommit_memory set to 2, you need all that virtual memory to be available just in case. > > 2) exec > > the newly forked process usually immediately executes the exec() system call, which replaces the current process' virtual memory image with the desired program. At this point, the virtual memory requirements go back down again (assuming the new process is something small, which in the case of sendmail, it is). > > Apologies if there are errors and oversimplifications in the above, I'm not exactly a total UNIX beardy type. > > We've seen this bite us on some of our HPC clusters at work - there, we do have vm.overcommit_memory set to 2, because we want programs allocating too much memory to die immediately, without risk of the kernel's out of memory killer zapping the wrong thing. A common problem on such machines is very large computational jobs trying to start sub-processes - as soon as they do, their virtual memory requirement doubles and the fork() fails with an out of memory error. > > It just seemed to me that it might be the case with your system. Try the output of: > > cat /proc/sys/vm/overcommit_memory > > if it's 2, then this is probably your problem. > Tim I have checked the overcommit settings and it is zero. It seems that the problem was purely in RT and postgres running with mostly default settings on one machine with not enough memory. It was good enough for RT 3.8.7, but it is not for 4.0.6. Although now I remember a few times when processes were killed because of insufficient memory back then. But it happened so little that we did not pay attention. I will not be making the same mistake again... I will ask some greybeard to check the settings for me or throw memory at it, until the problem goes away :-) Anyway, thanks a lot for your help. Martin From janniezbedny1887 at gmail.com Mon Oct 8 11:47:35 2012 From: janniezbedny1887 at gmail.com (=?ISO-8859-2?Q?Jan_Niezb=EAdny?=) Date: Mon, 8 Oct 2012 17:47:35 +0200 Subject: [rt-users] RT 4.0.4 CAS LDAP LDAPImport - Problem Privileged/Unprivileged users Message-ID: Hey everybody. I?m new with RT and please for a little patience if I said some stupid things? and sorry for my English I?m setting up new instance RT 4.0.4 on CentOS 6. For auth I?m using CAS to implement SSO on a few applications. CAS using LDAP which stands on AD Win Ser 2008. I implement CAS in RT using mod_auth_cas and WebExternalAuth. To get groups and users form LDAP I used LDAPImport. And almost everything works fine but I have problem with Unprivileged users. For example I wanna set up mapping for 3 groups from LDAP: external (users who can only write ticket and check status of them), internal (users who manage tickets from external users and other stuff) and admin. I want this grups in RT, and it?s not problem to make configuration for internal and admin groups but for all 3 grups it?s not that easy (at least for me? ). I think the best configuration for external users is to be Unprivileged because this is the simplest way to close that group in some place. This group only need to login, make ticket and check status The question is, it?s possible to resolve problem with Privileged (internal, admin) and Unprivileged (external) groups of users using some steps or changing configuration? To send 2 groups with Privileged users and others with Unprivileged users? Some my thoughts: It?s obvious that if I use LDAPImport and put Set($LDAPCreatePrivileged, 1); in RT_SiteConfig, all new users imported to RT will be Privileged, and when if I put 0 all users will be Unprivileged. I thing it?s possible to use Set($LDAPCreatePrivileged, 1); and default settings of RT to get a solution of this problem. Because if you make a user in LDAP and as a first step you try to login in RT, not using LDAPImport but login directly in RT the user will be create with Unprivileged rights. This is some solution but in settings of this user we don?t have email which is required to make and see own tickets. If you have some thoughts or ideas, I will be very grateful Regards, Jan From janniezbedny1887 at gmail.com Mon Oct 8 12:01:27 2012 From: janniezbedny1887 at gmail.com (=?ISO-8859-2?Q?Jan_Niezb=EAdny?=) Date: Mon, 8 Oct 2012 18:01:27 +0200 Subject: [rt-users] RT 4.0.4 CAS LDAP LDAPImport - Problem Privileged/Unprivileged users In-Reply-To: References: Message-ID: Hey everybody. I?m new with RT and please for a little patience if I said some stupid things? and sorry for my English I?m setting up new instance RT 4.0.4 on CentOS 6. For auth I?m using CAS to implement SSO on a few applications. CAS using LDAP which stands on AD Win Ser 2008. I implement CAS in RT using mod_auth_cas and WebExternalAuth. To get groups and users form LDAP I used LDAPImport. And almost everything works fine but I have problem with Unprivileged users. For example I wanna set up mapping for 3 groups from LDAP: external (users who can only write ticket and check status of them), internal (users who manage tickets from external users and other stuff) and admin. I want this grups in RT, and it?s not problem to make configuration for internal and admin groups but for all 3 grups it?s not that easy (at least for me? ). I think the best configuration for external users is to be Unprivileged because this is the simplest way to close that group in some place. This group only need to login, make ticket and check status The question is, it?s possible to resolve problem with Privileged (internal, admin) and Unprivileged (external) groups of users using some steps or changing configuration? To send 2 groups with Privileged users and others with Unprivileged users? Some my thoughts: It?s obvious that if I use LDAPImport and put Set($LDAPCreatePrivileged, 1); in RT_SiteConfig, all new users imported to RT will be Privileged, and when if I put 0 all users will be Unprivileged. I thing it?s possible to use Set($LDAPCreatePrivileged, 1); and default settings of RT to get a solution of this problem. Because if you make a user in LDAP and as a first step you try to login in RT, not using LDAPImport but login directly in RT the user will be create with Unprivileged rights. This is some solution but in settings of this user we don?t have email which is required to make and see own tickets. If you have some thoughts or ideas, I will be very grateful Regards, Jan From asanka_gunasekera at yahoo.co.uk Mon Oct 8 13:12:12 2012 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Mon, 8 Oct 2012 18:12:12 +0100 (BST) Subject: [rt-users] relations between reminder and ticket In-Reply-To: <1348558574.14695.YahooMailNeo@web133205.mail.ir2.yahoo.com> References: <1348130690.87684.YahooMailNeo@web133205.mail.ir2.yahoo.com> <1348558574.14695.YahooMailNeo@web133205.mail.ir2.yahoo.com> Message-ID: <1349716332.71709.YahooMailNeo@web133201.mail.ir2.yahoo.com> any one have came across this :( ________________________________ From: Asanka Gunasekera To: "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 To: "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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From janniezbedny1887 at gmail.com Tue Oct 9 05:44:34 2012 From: janniezbedny1887 at gmail.com (=?ISO-8859-2?Q?Jan_Niezb=EAdny?=) Date: Tue, 9 Oct 2012 11:44:34 +0200 Subject: [rt-users] RT 4.0.4 CAS LDAP LDAPImport - Problem Privileged/Unprivileged users Message-ID: Hi, At the beginning I apologise for duplicate messages Next I wanna ask that anyone used ldap-import-privileged-filter? To solve above problem. I this patch i found at https://rt.cpan.org/Public/Bug/Display.html?id=76926 And at last i wanna ask. Its possible to set in LDAPImport or internally in RT for some group which is imported form LDAP that for exapmle admin group have Set($LDAPCreatePrivileged, 1); and external group Set($LDAPCreatePrivileged, 0); ? Have a nice day, Jan From dhess at newsroomsolutions.com Tue Oct 9 09:15:10 2012 From: dhess at newsroomsolutions.com (Damian Hess) Date: Tue, 9 Oct 2012 09:15:10 -0400 Subject: [rt-users] Upgrade from 4.0.0 to 4.0.7 - Mailgate broken Message-ID: Hi, Upgraded from a working RT 4.0.0 installation to 4.0.7. E-mail processing w/ rt-mailgate works 30% of the time. I?ve been through the install and upgrade docs and I don?t see a step that I have missed. I?ve run the upgrade utility against the database and no errors were reported. Here is the output of a working call to rt-mailgate which successfully generates a ticket: cat /tmp/test | /var/www/rt/bin/rt-mailgate --debug --queue Support --action correspond --url http://rt /var/www/rt/bin/rt-mailgate: temp file is '/tmp/VyNUuzDC71/yMNeSbTNLG' /var/www/rt/bin/rt-mailgate: connecting to http://rt/REST/1.0/NoAuth/mail-gateway okTicket: 105913Queue: Owner: NobodyStatus: Subject: Requestor: However, at other times I run the command and mailgate will die at either User.pm or Principal.pm: cat /tmp/test | /var/www/rt/bin/rt-mailgate --debug --queue Support --action correspond --url http://rt /var/www/rt/bin/rt-mailgate: temp file is '/tmp/kJGZbU3Fpg/CL0uaMl5Cq' /var/www/rt/bin/rt-mailgate: connecting to http://rt/REST/1.0/NoAuth/mail-gateway Not a CODE reference at /var/www/rt/sbin/../lib/RT/User.pm line 1112. Stack: [/var/www/rt/sbin/../lib/RT/User.pm:1112] [/var/www/rt/sbin/../lib/RT/User.pm:1206] [/var/www/rt/sbin/../lib/RT/Ticket.pm:284] [/var/www/rt/sbin/../lib/RT/Interface/Email.pm:1530] [/var/www/rt/share/html/REST/1.0/NoAuth/mail-gateway:61] RT server error. The RT server which handled your email did not behave as expected. It said: Not a CODE reference at /var/www/rt/sbin/../lib/RT/User.pm line 1112. Stack: [/var/www/rt/sbin/../lib/RT/User.pm:1112] [/var/www/rt/sbin/../lib/RT/User.pm:1206] [/var/www/rt/sbin/../lib/RT/Ticket.pm:284] [/var/www/rt/sbin/../lib/RT/Interface/Email.pm:1530] [/var/www/rt/share/html/REST/1.0/NoAuth/mail-gateway:61] And here it dies at Principal.pm: cat /tmp/test | /var/www/rt/bin/rt-mailgate --queue Support --action correspond --url http://rt RT server error. The RT server which handled your email did not behave as expected. It said: DBD::mysql::db selectcol_arrayref failed: MySQL server has gone away at /var/www/rt/sbin/../lib/RT/Principal.pm line 621. Stack: [/var/www/rt/sbin/../lib/RT/Principal.pm:621] [/var/www/rt/sbin/../lib/RT/Principal.pm:531] [/var/www/rt/sbin/../lib/RT/Principal.pm:447] [/var/www/rt/sbin/../lib/RT/Principal.pm:330] [/var/www/rt/sbin/../lib/RT/User.pm:1206] [/var/www/rt/sbin/../lib/RT/Queue.pm:1289] [/var/www/rt/sbin/../lib/RT/Queue.pm:1245] [/var/www/rt/sbin/../lib/RT/Queue.pm:1223] [/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm:423] [/var/www/rt/share/html/REST/1.0/NoAuth/mail-gateway:66] Any thoughts? Damian -------------- next part -------------- An HTML attachment was scrubbed... URL: From drasar at ics.muni.cz Tue Oct 9 10:11:15 2012 From: drasar at ics.muni.cz (Martin Drasar) Date: Tue, 09 Oct 2012 16:11:15 +0200 Subject: [rt-users] Lowercasing of message headers Message-ID: <50743083.2030606@ics.muni.cz> Hi, I have hit a strange problem with mail header casing. At our site, we are preprocessing mails from various automatic reporting tools and durign this preprocessing some headers are added and then the message is sent via 'sendmail -oi -t' to RT. One header that is causing us problems is 'X-RT-Incident-IP'. When the message is leaving the preprocessor, i.e. before being printed to the sendmail, the header looks as it should. However, when I look at it from the RT web UI, I see 'X-RT-Incident-Ip' (notice the lowercase 'p' at the end). Strange thing is that the header 'X-RT-Incident-ID' goes through unaffected... My question is - can RT somehow lowercase some of my headers? And if you think that it cannot, could you give me a hint, how to convince sendmail on the receiving end to print the headers that arrived? I need to find who is causing it and so far it is either sendmail on the sending or receiving end, or the RT. Any help is really appreciated. Best regards, Martin From trs at bestpractical.com Tue Oct 9 12:38:18 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 09 Oct 2012 09:38:18 -0700 Subject: [rt-users] Lowercasing of message headers In-Reply-To: <50743083.2030606@ics.muni.cz> References: <50743083.2030606@ics.muni.cz> Message-ID: <507452FA.1010707@bestpractical.com> On 10/09/2012 07:11 AM, Martin Drasar wrote: > My question is - can RT somehow lowercase some of my headers? And if you > think that it cannot, could you give me a hint, how to convince sendmail > on the receiving end to print the headers that arrived? I need to find > who is causing it and so far it is either sendmail on the sending or > receiving end, or the RT. It's possible, yes. I don't know where it may be happening in this particular case, and it may not even be in RT. Mail headers, however, are case insensitive, so any change in case shouldn't be affecting your usage. (And if it is, that sounds like a bug somewhere.) From trs at bestpractical.com Tue Oct 9 12:42:44 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 09 Oct 2012 09:42:44 -0700 Subject: [rt-users] Upgrade from 4.0.0 to 4.0.7 - Mailgate broken In-Reply-To: References: Message-ID: <50745404.4000207@bestpractical.com> On 10/09/2012 06:15 AM, Damian Hess wrote: > However, at other times I run the command and mailgate will die at > either User.pm or Principal.pm: > > DBD::mysql::db selectcol_arrayref failed: MySQL server has gone away at > /var/www/rt/sbin/../lib/RT/Principal.pm line 621. I'd look into solving this problem first as I suspect it produces the other "Not a CODE reference" fatal error. The above error means RT's connection to your MySQL server is being dropped and it can't reconnect. You'll need to tell the list more about your setup (apache conf, RT conf, database setup, etc) for anyone to hazard a guess why. From trs at bestpractical.com Tue Oct 9 13:14:44 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 09 Oct 2012 10:14:44 -0700 Subject: [rt-users] Setting owner with _Set breaks queries (may be a bug) In-Reply-To: References: <506DBE1C.6080507@bestpractical.com> Message-ID: <50745B84.7040708@bestpractical.com> On 10/05/2012 08:15 AM, Scotto Alberto wrote: > Very interesting, thank you! Now I understand the relationships. So I > think I should correct all the _Set I've used all around in my custom > scrips :( Yes, rarely is _Set the right answer. > To verify if it finds the errors caused by _Set I searched in the > ouput for "2985", which is the number of a ticket affected by the > issue. I also searched for "12626", the ID of the owner group > associated with that ticket. But none of them are there. rt-validator does not validate or fix this problem. There's a comment in the code: # XXX: check that owner is only member of owner role group > PS: (OT) if at every moment the Owner is one and only one, I wonder > why you defined a group for role Owner. Maybe in order to have a > history of past owners? Or for some code consistency? All access control in RT is based on groups (even individual users have equivalence groups containing only them). The reason Owner is a column on the Tickets table is for historical reasons, performance, and convenience. From al.scotto at reply.it Tue Oct 9 14:14:59 2012 From: al.scotto at reply.it (Scotto Alberto) Date: Tue, 9 Oct 2012 18:14:59 +0000 Subject: [rt-users] R: Setting owner with _Set breaks queries (may be a bug) In-Reply-To: <50745B84.7040708@bestpractical.com> References: <506DBE1C.6080507@bestpractical.com> , <50745B84.7040708@bestpractical.com> Message-ID: Ok, thanks for the explanations. I tried executing an UPDATE statement, but nothing has changed. The TicketSQL query "Owner.RealName = 'Nobody in particular' " still returns more tickets than it should. Here is the UPDATE, which sets GroupMembers.MemberId with the value in Tickets.Owner: UPDATE Tickets t join Groups g on t.id=g.Instance join GroupMembers m on m.GroupId=g.id SET m.MemberId=t.Owner WHERE g.Domain = 'RT::Ticket-Role' and g.Type = 'Owner' and t.Owner <> m.MemberId Now the query that looks for tickets where GroupMembers.MemberId differs from Tickets.Owner returns 0 rows: select * from Tickets t join Groups g on t.id=g.Instance join GroupMembers m on m.GroupId=g.id WHERE g.Domain = 'RT::Ticket-Role' and g.Type = 'Owner' and t.Owner <> m.MemberId; What am I missing? Thank you again ________________________________________ Da: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] per conto di Thomas Sibley [trs at bestpractical.com] Inviato: marted? 9 ottobre 2012 19.14 A: rt-users at lists.bestpractical.com Oggetto: Re: [rt-users] Setting owner with _Set breaks queries (may be a bug) Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.scotto at reply.it www.reply.it On 10/05/2012 08:15 AM, Scotto Alberto wrote: > Very interesting, thank you! Now I understand the relationships. So I > think I should correct all the _Set I've used all around in my custom > scrips :( Yes, rarely is _Set the right answer. > To verify if it finds the errors caused by _Set I searched in the > ouput for "2985", which is the number of a ticket affected by the > issue. I also searched for "12626", the ID of the owner group > associated with that ticket. But none of them are there. rt-validator does not validate or fix this problem. There's a comment in the code: # XXX: check that owner is only member of owner role group > PS: (OT) if at every moment the Owner is one and only one, I wonder > why you defined a group for role Owner. Maybe in order to have a > history of past owners? Or for some code consistency? All access control in RT is based on groups (even individual users have equivalence groups containing only them). The reason Owner is a column on the Tickets table is for historical reasons, performance, and convenience. -------- Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs ________________________________ -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. From Chris.Bender at wmsatsea.com Tue Oct 9 14:56:02 2012 From: Chris.Bender at wmsatsea.com (Bender, Chris) Date: Tue, 9 Oct 2012 14:56:02 -0400 Subject: [rt-users] Password issue, RT 3.8.6 Message-ID: <863259E16B6C464DAD1E9DD10BB31154065A7084@wmsexg01.corp.cellularatsea.com> Hi folks I am new to RT world, gearing up(purchasing book). Until I get up to speed I have two problems but I am a novice. RT users are continually complaining about the RT password. After I change their password on the RT GUI, they use it once then The password fails and USER ask me to change it again, they say this has been a problem for some Time. I have created new user and attempted login, it works first time but after that it fails. Can anyone provide troubleshooting steps for this process? Next RT USERS complain when creating a ticket, and complete the CC field, the users in the CC field Aren't emailed. How can I troubleshoot this using processing versus filling out the ticket and Seeing if the email is CC'd? I apologize for basic questions finding my bearings. Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Oct 9 17:29:19 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 09 Oct 2012 14:29:19 -0700 Subject: [rt-users] R: Setting owner with _Set breaks queries (may be a bug) In-Reply-To: References: <506DBE1C.6080507@bestpractical.com> , <50745B84.7040708@bestpractical.com> Message-ID: <5074972F.4010809@bestpractical.com> On 10/09/2012 11:14 AM, Scotto Alberto wrote: > What am I missing? The CachedGroupMembers table, I expect. rt-validator should be able to fix that, I believe. From jnarins at seniorbridge.com Tue Oct 9 17:31:35 2012 From: jnarins at seniorbridge.com (Josh Narins) Date: Tue, 9 Oct 2012 17:31:35 -0400 Subject: [rt-users] Tickets very slow to come up... if they come from a particular user Message-ID: RT is usually pretty good, we have 4000+ users in our user table, but only 100 or so that regularly create tickets. Whenever we open a ticket from one particular user, it takes IE (RT?) a half minute to render the page. Any ideas about what to investigate further, or what, if anything, can be done? RHEL5, RT 4.0.2, Oracle 10.2 Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue Oct 9 18:16:05 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 10 Oct 2012 02:16:05 +0400 Subject: [rt-users] Tickets very slow to come up... if they come from a particular user In-Reply-To: References: Message-ID: On Wed, Oct 10, 2012 at 1:31 AM, Josh Narins wrote: > RT is usually pretty good, we have 4000+ users in our user table, but only > 100 or so that regularly create tickets.**** > > ** ** > > Whenever we open a ticket from one particular user, it takes IE (RT?) a > half minute to render the page.**** > > ** ** > > Any ideas about what to investigate further, or what, if anything, can be > done?**** > > ** > I suspect slow query to render "more about requestor(s)" box. Enable SQL logging in RT and you will get timings. > ** > > RHEL5, RT 4.0.2, Oracle 10.2**** > > > *Josh Narins* > Director of Application Development > SeniorBridge > > 845 Third Ave > 7th Floor > New York, NY 10022 > Tel: (212) 994-6194 > Fax: (212) 994-4260 > Mobile: (917) 488-6248 > jnarins at seniorbridge.com > seniorbridge.com > > [image: SeniorBridge] > > > ------------------------------ > *SeniorBridge Statement of Confidentiality:* The contents of this email > message are intended for the exclusive use of the addressee(s) and may > contain confidential or privileged information. Any dissemination, > distribution or copying of this email by an unintended or mistaken > recipient is strictly prohibited. In said event, kindly reply to the sender > and destroy all entries of this message and any attachments from your > system. Thank you. > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From al.scotto at reply.it Tue Oct 9 18:54:30 2012 From: al.scotto at reply.it (Scotto Alberto) Date: Tue, 9 Oct 2012 22:54:30 +0000 Subject: [rt-users] R: R: Setting owner with _Set breaks queries (may be a bug) In-Reply-To: <5074972F.4010809@bestpractical.com> References: <506DBE1C.6080507@bestpractical.com> , <50745B84.7040708@bestpractical.com> , <5074972F.4010809@bestpractical.com> Message-ID: It worked tah! Powerful thank you! Great tool rt-validator! Just hope I haven't screwed up all the rest :) ________________________________________ Da: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] per conto di Thomas Sibley [trs at bestpractical.com] Inviato: marted? 9 ottobre 2012 23.29 A: rt-users at lists.bestpractical.com Oggetto: Re: [rt-users] R: Setting owner with _Set breaks queries (may be a bug) Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.scotto at reply.it www.reply.it On 10/09/2012 11:14 AM, Scotto Alberto wrote: > What am I missing? The CachedGroupMembers table, I expect. rt-validator should be able to fix that, I believe. -------- Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs ________________________________ -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. From trs at bestpractical.com Tue Oct 9 20:30:20 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 09 Oct 2012 17:30:20 -0700 Subject: [rt-users] Customize Notifications (on correspond send e-mail to all requestors and Ccs) In-Reply-To: References: <50639BAC.9040201@bestpractical.com> Message-ID: <5074C19C.10906@bestpractical.com> On 09/27/2012 02:36 AM, Bart wrote: > When I disable those scrips I get the following effect: > > * First off, the behavior I want to disable is disabled. > * But, the autoreply scrip doesn't work anymore. > * And, any type of outgoing mail stops working. > > RT simply registers the correspondence when you send a reply but > doesn't record outgoing mail. That implies you're disabling the wrong scrips or something seriously funny is going on with your RT instance. The scrips you listed and I described are not related to the Autoreply scrip. > I guess what I want to achieve is the following: > > 1. Leave the autoreply upon ticket creating in tact, we want to keep > the ability to send requestors a default mail with their ticket ID + > a small note that we're working on it and that we've received the > mail correctly. > 2. Keep the ability to actually send e-mails to requestors or to > one-time cc's. > 3. But disable the feature where an incoming mail for a ticket triggers > something which sends an e-mail to all requestors/cc's. This > specific feature is something that we'd want to disable for all > queue's, but when we manually send an e-mail from RT to one or more > people then the mail has to go to those people that we've selected > during creating the correspondence. Disabling "On Correspond Notify Requestors and Ccs" will disable all ticket replies (via mail or the web) from going to Requestors and Ccs. It won't disable the "One-time" fields however, and you could use those without any further customization. Note that this would be somewhat of a pain to have to fill in all the requestors' and ccs' addresses whenever you want to actually reply to a ticket. > 4. Also, other scrips that send mails when someone sets you as an > owner, etc. should also keep working. Just the feature of point 3 > which is triggered upon receiving an e-mail is what we want to disable. > > I'm assuming then that I'd have to modify the behavior of these scrips > so that they only trigger when sent from RT itself. I'm assuming this > means that I'll have to write a custom condition for these scrips, what > would be the best way to do this? I'd probably need to get the original > condition and then modify it, but where do I find this? (and where to start) Yep, custom conditions for the one or two scrips which handle this are your best option for distinguishing between incoming mail and the web being the trigger. You'd want to start with an on disk condition that gets a pointer inserted into the database so it shows up in the Scrip action dropdown. This lets you re-use RT's core conditions by subclassing them and writing your own condition check. There's a branch in flight (not yet merged to 4.0-trunk) which adds an X-RT-Interface header that would make your condition check slightly simpler (rather than a variety of heuristics, you'd just check the header). It's called 4.0/interface-in-headers. From drasar at ics.muni.cz Wed Oct 10 05:01:53 2012 From: drasar at ics.muni.cz (Martin Drasar) Date: Wed, 10 Oct 2012 11:01:53 +0200 Subject: [rt-users] Lowercasing of message headers In-Reply-To: <507452FA.1010707@bestpractical.com> References: <50743083.2030606@ics.muni.cz> <507452FA.1010707@bestpractical.com> Message-ID: <50753981.5080107@ics.muni.cz> On 9.10.2012 18:38, Thomas Sibley wrote: > It's possible, yes. I don't know where it may be happening in this > particular case, and it may not even be in RT. Mail headers, however, > are case insensitive, so any change in case shouldn't be affecting your > usage. (And if it is, that sounds like a bug somewhere.) Hi Thomas, you are right... The lowercasing does not seem to be a problem. Right now it seems that the problem is much more devious - RT not executing the prepare action for a scrip. On my devel machine it was happening about half the time (the action is stored in a separate file), but it stopped after the restart (I was altering the file before the restart, though). I have added some debug code and restarted the production machine and will be monitoring it further... Martin From misilot at fit.edu Wed Oct 10 15:05:20 2012 From: misilot at fit.edu (Thomas Misilo) Date: Wed, 10 Oct 2012 19:05:20 +0000 Subject: [rt-users] RT 4.0.X and LimeSurvey 2.X Message-ID: <62CE05ACA8D0F145A68573455B2F6BF61984A3C4@EX10-BE1.fit.edu> Hi, I was wondering if anyone has gotten LimeSurvey and RT to work at generating surveys? I haven't tried yet, I am currently working at getting it up with 1.9. Thanks! Tom -------------- next part -------------- An HTML attachment was scrubbed... URL: From shayne.alone at gmail.com Wed Oct 10 15:06:22 2012 From: shayne.alone at gmail.com (shayne.alone at gmail.com) Date: Wed, 10 Oct 2012 22:36:22 +0330 Subject: [rt-users] Large Attachments Table In-Reply-To: References: Message-ID: Dears; I have been face with a problem... after 3 years, out attachments table has been grown over 300GB in size and it's about 15 Million of records. for performance tuning I Ihad changes it's Table Engine into InnoDB and configured MySQL as file_peer_table with Dynamic Row format to bring out the BLOB data out of the caching space and reduction it's response time. but I have always a question in my mine! why RT is storing this much attached objects in BLOG fields? why it dose not use a separate file system to store file on and just table it links ( or auto generated name ) on DB? in such a way, we will have some better ways to backup this much files... -- features like snapshots on ZFS -- Regards, Ali R. 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URL: From ktm at rice.edu Wed Oct 10 15:24:14 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Wed, 10 Oct 2012 14:24:14 -0500 Subject: [rt-users] Large Attachments Table In-Reply-To: References: Message-ID: <20121010192414.GY1583@aart.rice.edu> On Wed, Oct 10, 2012 at 10:36:22PM +0330, shayne.alone at gmail.com wrote: > Dears; > > I have been face with a problem... after 3 years, out attachments table has > been grown over 300GB in size and it's about 15 Million of records. > for performance tuning I Ihad changes it's Table Engine into InnoDB and > configured MySQL as file_peer_table with Dynamic Row format to bring out > the BLOB data out of the caching space and reduction it's response time. > > but I have always a question in my mine! why RT is storing this much > attached objects in BLOG fields? > why it dose not use a separate file system to store file on and just table > it links ( or auto generated name ) on DB? > in such a way, we will have some better ways to backup this much files... > -- features like snapshots on ZFS > > -- > Regards, > Ali R. Taleghani Hi Ali, You can check the archives. There actually was a branch developed by Best Practical that moved the attachments into the filesystem. I believe the customer was motivated by performance needs. Certainly, keeping all of the information is a single DB is vastly easier to manage consistently. Once you get to the size of the DB that you are reaching, care and handling is a much different beast whether or not the data is in the DB or on a tied filesystem. You are certainly an inspiration using MySQL as the backend for an instance that large. Regards, Ken From MarkRoedel at letu.edu Wed Oct 10 15:23:18 2012 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Wed, 10 Oct 2012 19:23:18 +0000 Subject: [rt-users] RT 4.0.X and LimeSurvey 2.X In-Reply-To: <62CE05ACA8D0F145A68573455B2F6BF61984A3C4@EX10-BE1.fit.edu> References: <62CE05ACA8D0F145A68573455B2F6BF61984A3C4@EX10-BE1.fit.edu> Message-ID: <2B3D699B434F1F49B73F97861B5FD5440115AC1D86@Mail-DB-1.letnet.net> Haven't started working with LimeSurvey 2.x yet -- although it's on my radar -- but we do have our RT 4.0.7 working with Lime 1.9's remote control features to generate customer evaluation surveys on ticket resolution (using the steps outlined in the RT wiki). Looking through the Lime 2 release notes, I didn't immediately see anything that'd make me expect that integration to break after upgrading, but of course the devil's in the details... -- MarkR From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Misilo Sent: Wednesday, October 10, 2012 2:05 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT 4.0.X and LimeSurvey 2.X Hi, I was wondering if anyone has gotten LimeSurvey and RT to work at generating surveys? I haven't tried yet, I am currently working at getting it up with 1.9. Thanks! Tom -------------- next part -------------- An HTML attachment was scrubbed... URL: From reg.bestpractical at posterus.com Wed Oct 10 15:43:09 2012 From: reg.bestpractical at posterus.com (Maciej Dobrzanski) Date: Wed, 10 Oct 2012 21:43:09 +0200 Subject: [rt-users] Large Attachments Table In-Reply-To: References: Message-ID: <002201cda71f$7a3aefc0$6eb0cf40$@bestpractical@posterus.com> Ali, Other than modifying RT itself to store attachments outside of the main database, you could also try InnoDB compression first. It is available in all recent MySQL versions (5.1, 5.5, 5.6) and it is completely transparent to queries or applications. Even with some number of larger attachments, there is always still a lot of plain text in this table (e-mails, comments), i.e. all the kind of data that should compress very well. You might be able to reduce the physical table size by 50% or even more this way (the compression level is actually tunable to some extent, at the expense of performance of course). Best regards, Maciek MySQL Consulting Services PSCE | http://www.psce.com/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Wed Oct 10 21:20:56 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Wed, 10 Oct 2012 18:20:56 -0700 Subject: [rt-users] Add to all emails a link to the ticket. In-Reply-To: References: Message-ID: Juanjillo, You can create or update a template to have the ticket link in it. Kenn On Sat, Oct 6, 2012 at 3:51 PM, Juanjo wrote: > Any help? > El 01/10/2012 17:02, "Juanjo" escribi?: > > Hi to all. >> >> When we create or assign a ticket the email that the user receive have a >> link to the ticket. >> But one response with email about the ticket make the user connecto to >> see it on the rt system. >> >> Coud i attach a link to the ticket in every email sended? >> >> Thanks >> Regards, >> >> -- >> Un saludo. >> Juanjo Corral >> > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From shayne.alone at gmail.com Thu Oct 11 01:15:33 2012 From: shayne.alone at gmail.com (shayne.alone at gmail.com) Date: Thu, 11 Oct 2012 08:45:33 +0330 Subject: [rt-users] Large Attachments Table In-Reply-To: <20121010192414.GY1583@aart.rice.edu> References: <20121010192414.GY1583@aart.rice.edu> Message-ID: Dear Ke; due the type if our attachments which are JPEG files, don't hope compression to help me more! but I serious to test it ASAP. it seems pretty to be able to compress Emails body on side DB engine. :-) On Wed, Oct 10, 2012 at 10:54 PM, ktm at rice.edu wrote: > On Wed, Oct 10, 2012 at 10:36:22PM +0330, shayne.alone at gmail.com wrote: > > Dears; > > > > I have been face with a problem... after 3 years, out attachments table > has > > been grown over 300GB in size and it's about 15 Million of records. > > for performance tuning I Ihad changes it's Table Engine into InnoDB and > > configured MySQL as file_peer_table with Dynamic Row format to bring out > > the BLOB data out of the caching space and reduction it's response time. > > > > but I have always a question in my mine! why RT is storing this much > > attached objects in BLOG fields? > > why it dose not use a separate file system to store file on and just > table > > it links ( or auto generated name ) on DB? > > in such a way, we will have some better ways to backup this much files... > > -- features like snapshots on ZFS > > > > -- > > Regards, > > Ali R. Taleghani > > Hi Ali, > > You can check the archives. There actually was a branch developed by > Best Practical that moved the attachments into the filesystem. I believe > the customer was motivated by performance needs. Certainly, keeping all > of the information is a single DB is vastly easier to manage consistently. > Once you get to the size of the DB that you are reaching, care and handling > is a much different beast whether or not the data is in the DB or on a tied > filesystem. You are certainly an inspiration using MySQL as the backend for > an instance that large. > > Regards, > Ken > -- Regards, Ali R. Taleghani -------------- next part -------------- An HTML attachment was scrubbed... URL: From shayne.alone at gmail.com Thu Oct 11 01:18:36 2012 From: shayne.alone at gmail.com (shayne.alone at gmail.com) Date: Thu, 11 Oct 2012 08:48:36 +0330 Subject: [rt-users] Large Attachments Table In-Reply-To: <5075cfe3.a732310a.0a5e.0867SMTPIN_ADDED@mx.google.com> References: <5075cfe3.a732310a.0a5e.0867SMTPIN_ADDED@mx.google.com> Message-ID: Dear Ken; I will like that branch... and hope it to an alive branch :-/ tnx Dear Maciek; :-) due the type if our attachments which are JPEG files, don't hope compression to help me more! but I serious to test it ASAP. it seems pretty to be able to compress Emails body on side DB engine. tnx On Wed, Oct 10, 2012 at 11:13 PM, Maciej Dobrzanski < reg.bestpractical at posterus.com> wrote: > Ali,**** > > * * > > Other than modifying RT itself to store attachments outside of the main > database, you could also try InnoDB compression first. It is available in > all recent MySQL versions (5.1, 5.5, 5.6) and it is completely transparent > to queries or applications. Even with some number of larger attachments, > there is always still a lot of plain text in this table (e-mails, > comments), i.e. all the kind of data that should compress very well. You > might be able to reduce the physical table size by 50% or even more this > way (the compression level is actually tunable to some extent, at the > expense of performance of course).**** > > ** ** > > Best regards,**** > > Maciek**** > > ** ** > > MySQL Consulting Services**** > > PSCE | http://www.psce.com/**** > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > > -- Regards, Ali R. Taleghani -------------- next part -------------- An HTML attachment was scrubbed... URL: From jzabolotnyi at arces.net Thu Oct 11 02:58:51 2012 From: jzabolotnyi at arces.net (Jack Zabolotnyi) Date: Thu, 11 Oct 2012 08:58:51 +0200 Subject: [rt-users] Weekly tickets report by cron Message-ID: Hi everyone. I'm looking for some way to create something like weekly digest for my clients, to send them every friday one email with all tickets that are waiting for their answer. I was looking at rt-crontool but it will require a lot of walkarounds to gather all tickets together. Maybe there is some way to generate report by cron (as it can be done from web-interface)? Thank you in advance for any solution. -- Jack Zabolotnyi Arces Network, LLC e: jzabolotnyi at arces.net w: http://www.arces.net PGP key: 2048R/7F2AB658 2012-07-02 PGP fingerprint: 4C7E 00A8 5210 F3D9 0509 C70E 87C8 666E 7F2A B658 -------------- next part -------------- An HTML attachment was scrubbed... URL: From xavier.reigner at sensile.com Thu Oct 11 06:33:03 2012 From: xavier.reigner at sensile.com (Xavier Reigner) Date: Thu, 11 Oct 2012 12:33:03 +0200 Subject: [rt-users] RT4.0.6 Unknown encoding in received emails Message-ID: What can I do to correct this error ? fetchmail: MDA returned nonzero status 75 > fetchmail: not flushed > RT server error. > The RT server which handled your email did not behave as expected. It > said: > Unknown encoding 'we8iso8859p1' at /opt/rt4/sbin/../lib/RT/I18N.pm line 542. > Stack: > [/usr/local/share/perl/5.10.1/Carp.pm:100] > [/usr/local/lib/perl/5.10.1/Encode.pm:189] > [/opt/rt4/sbin/../lib/RT/I18N.pm:542] > [/opt/rt4/sbin/../lib/RT/I18N.pm:214] > [/opt/rt4/sbin/../lib/RT/I18N.pm:210] > [/opt/rt4/sbin/../lib/RT/EmailParser.pm:282] > [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1407] [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] I already tried to add the Encode::HanExtra, restarted the VM but it seems not to be enough and that I need to edit the I18N.pm file. X -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Oct 11 08:42:49 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 11 Oct 2012 16:42:49 +0400 Subject: [rt-users] RT4.0.6 Unknown encoding in received emails In-Reply-To: References: Message-ID: On Thu, Oct 11, 2012 at 2:33 PM, Xavier Reigner wrote: > What can I do to correct this error ? > > fetchmail: MDA returned nonzero status 75 > > fetchmail: not flushed > > RT server error. > > The RT server which handled your email did not behave as expected. It > > said: > > Unknown encoding 'we8iso8859p1' at /opt/rt4/sbin/../lib/RT/I18N.pm line 542. > > Stack: > > [/usr/local/share/perl/5.10.1/Carp.pm:100] > > [/usr/local/lib/perl/5.10.1/Encode.pm:189] > > [/opt/rt4/sbin/../lib/RT/I18N.pm:542] > > [/opt/rt4/sbin/../lib/RT/I18N.pm:214] > > [/opt/rt4/sbin/../lib/RT/I18N.pm:210] > > [/opt/rt4/sbin/../lib/RT/EmailParser.pm:282] > > [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1407] > [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] > > I already tried to add the Encode::HanExtra, restarted the VM but it seems > not to be enough and that I need to edit the I18N.pm file. > X > Perl's Encode doesn't support this encoding. We have branch that improves situation with unsupported encodings. Do you want to try a patch? > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > -- Best regards, Ruslan. From ruz at bestpractical.com Thu Oct 11 08:45:01 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 11 Oct 2012 16:45:01 +0400 Subject: [rt-users] Weekly tickets report by cron In-Reply-To: References: Message-ID: On Thu, Oct 11, 2012 at 10:58 AM, Jack Zabolotnyi wrote: > Hi everyone. > > I'm looking for some way to create something like weekly digest for my > clients, to send them every friday one email with all tickets that are > waiting for their answer. > > I was looking at rt-crontool but it will require a lot of walkarounds to > gather all tickets together. > > Maybe there is some way to generate report by cron (as it can be done from > web-interface)? Have you looked at dashboard's subscription [1]? http://blog.bestpractical.com/2009/02/rt-38-tutorial-dashboards.html > > Thank you in advance for any solution. > > -- > Jack Zabolotnyi > Arces Network, LLC > > e: jzabolotnyi at arces.net > w: http://www.arces.net > > PGP key: 2048R/7F2AB658 2012-07-02 > PGP fingerprint: 4C7E 00A8 5210 F3D9 0509 C70E 87C8 666E 7F2A B658 > > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > -- Best regards, Ruslan. From ktm at rice.edu Thu Oct 11 08:46:55 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 11 Oct 2012 07:46:55 -0500 Subject: [rt-users] Large Attachments Table In-Reply-To: References: <5075cfe3.a732310a.0a5e.0867SMTPIN_ADDED@mx.google.com> Message-ID: <20121011124655.GB1583@aart.rice.edu> On Thu, Oct 11, 2012 at 08:48:36AM +0330, shayne.alone at gmail.com wrote: > Dear Ken; > I will like that branch... and hope it to an alive branch :-/ > tnx > I believe that that branch was for a customer and was never released. You would need to engage Best Practical. Cheers, Ken From xavier.reigner at sensile.com Thu Oct 11 09:55:13 2012 From: xavier.reigner at sensile.com (Xavier Reigner) Date: Thu, 11 Oct 2012 15:55:13 +0200 Subject: [rt-users] RT4.0.6 Unknown encoding in received emails In-Reply-To: References: Message-ID: On 11 October 2012 14:42, Ruslan Zakirov wrote: > On Thu, Oct 11, 2012 at 2:33 PM, Xavier Reigner > wrote: > > What can I do to correct this error ? > > > > fetchmail: MDA returned nonzero status 75 > > > > fetchmail: not flushed > > > > RT server error. > > > > The RT server which handled your email did not behave as expected. It > > > > said: > > > > Unknown encoding 'we8iso8859p1' at /opt/rt4/sbin/../lib/RT/I18N.pm line > 542. > > > > Stack: > > > > [/usr/local/share/perl/5.10.1/Carp.pm:100] > > > > [/usr/local/lib/perl/5.10.1/Encode.pm:189] > > > > [/opt/rt4/sbin/../lib/RT/I18N.pm:542] > > > > [/opt/rt4/sbin/../lib/RT/I18N.pm:214] > > > > [/opt/rt4/sbin/../lib/RT/I18N.pm:210] > > > > [/opt/rt4/sbin/../lib/RT/EmailParser.pm:282] > > > > [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1407] > > [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] > > > > I already tried to add the Encode::HanExtra, restarted the VM but it > seems > > not to be enough and that I need to edit the I18N.pm file. > > X > > > > Perl's Encode doesn't support this encoding. We have branch that > improves situation with unsupported encodings. Do you want to try a > patch? > > > > > > > > -------- > > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > > http://bestpractical.com/training > > > > We're hiring! http://bestpractical.com/jobs > > > > -- > Best regards, Ruslan. > Hi Ruslan, Yes, I can try a patch. I didn't find the branch in the git repository. What should be changed ? X -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Oct 11 11:29:20 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 11 Oct 2012 19:29:20 +0400 Subject: [rt-users] RT4.0.6 Unknown encoding in received emails In-Reply-To: References: Message-ID: On Thu, Oct 11, 2012 at 5:55 PM, Xavier Reigner wrote: > On 11 October 2012 14:42, Ruslan Zakirov wrote: >> >> On Thu, Oct 11, 2012 at 2:33 PM, Xavier Reigner >> wrote: >> > What can I do to correct this error ? >> > >> > fetchmail: MDA returned nonzero status 75 >> > >> > fetchmail: not flushed >> > >> > RT server error. >> > >> > The RT server which handled your email did not behave as expected. It >> > >> > said: >> > >> > Unknown encoding 'we8iso8859p1' at /opt/rt4/sbin/../lib/RT/I18N.pm line >> > 542. >> > >> > Stack: >> > >> > [/usr/local/share/perl/5.10.1/Carp.pm:100] >> > >> > [/usr/local/lib/perl/5.10.1/Encode.pm:189] >> > >> > [/opt/rt4/sbin/../lib/RT/I18N.pm:542] >> > >> > [/opt/rt4/sbin/../lib/RT/I18N.pm:214] >> > >> > [/opt/rt4/sbin/../lib/RT/I18N.pm:210] >> > >> > [/opt/rt4/sbin/../lib/RT/EmailParser.pm:282] >> > >> > [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1407] >> > [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] >> > >> > I already tried to add the Encode::HanExtra, restarted the VM but it >> > seems >> > not to be enough and that I need to edit the I18N.pm file. >> > X >> > >> >> Perl's Encode doesn't support this encoding. We have branch that >> improves situation with unsupported encodings. Do you want to try a >> patch? >> >> >> > >> > >> > -------- >> > Final RT training for 2012 in Atlanta, GA - October 23 & 24 >> > http://bestpractical.com/training >> > >> > We're hiring! http://bestpractical.com/jobs >> > >> >> >> >> -- >> Best regards, Ruslan. > > > Hi Ruslan, > > Yes, I can try a patch. > I didn't find the branch in the git repository. > What should be changed ? https://github.com/bestpractical/rt/tree/4.0/unknown-email-charset > > X > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > -- Best regards, Ruslan. From trs at bestpractical.com Thu Oct 11 13:26:22 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 11 Oct 2012 10:26:22 -0700 Subject: [rt-users] RT4.0.6 Unknown encoding in received emails In-Reply-To: References: Message-ID: <5077013E.9040203@bestpractical.com> On 10/11/2012 08:29 AM, Ruslan Zakirov wrote: > https://github.com/bestpractical/rt/tree/4.0/unknown-email-charset A comparison to 4.0-trunk: https://github.com/bestpractical/rt/compare/4.0-trunk...4.0/unknown-email-charset From shayne.alone at gmail.com Thu Oct 11 22:32:52 2012 From: shayne.alone at gmail.com (shayne.alone at gmail.com) Date: Fri, 12 Oct 2012 06:02:52 +0330 Subject: [rt-users] Large Attachments Table In-Reply-To: <20121011124655.GB1583@aart.rice.edu> References: <5075cfe3.a732310a.0a5e.0867SMTPIN_ADDED@mx.google.com> <20121011124655.GB1583@aart.rice.edu> Message-ID: Dears; I am thinking about a better backend for 'attachments' to be stored on, instead on Mysql and InnoDB engine. is there any try out to force things like couchDBinto RT? On Thu, Oct 11, 2012 at 4:16 PM, ktm at rice.edu wrote: > On Thu, Oct 11, 2012 at 08:48:36AM +0330, shayne.alone at gmail.com wrote: > > Dear Ken; > > I will like that branch... and hope it to an alive branch :-/ > > tnx > > > > I believe that that branch was for a customer and was never released. > You would need to engage Best Practical. > > Cheers, > Ken > -- Regards, Ali R. Taleghani -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Fri Oct 12 01:38:49 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 11 Oct 2012 22:38:49 -0700 Subject: [rt-users] Large Attachments Table In-Reply-To: References: <5075cfe3.a732310a.0a5e.0867SMTPIN_ADDED@mx.google.com> <20121011124655.GB1583@aart.rice.edu> Message-ID: <5077ACE9.8070506@bestpractical.com> On 10/11/2012 07:32 PM, shayne.alone at gmail.com wrote: > Dears; > > I am thinking about a better backend for 'attachments' to be stored on, > instead on Mysql and InnoDB engine. > is there any try out to force things like couchDB > into RT? CouchDB is primarily a document storage engine. RT uses attachments for two major "types" of data: textual replies/comments/emails and binary data. For many reasons the textual data should almost certainly stay in the SQL database as long as the rest of RT's data is in that database (access control, searching, performance, etc). That leaves you with the binary data, which isn't a very good fit for a document storage engine like CouchDB. At the point when you need to seriously consider moving binary attachments out of the SQL database, it's very hard to beat to the filesystem. There's a _lot_ you can do to tune MySQL/PostgreSQL/Oracle database performance and backup strategies before it's time to look for completely alternate solutions. From xavier.reigner at sensile.com Fri Oct 12 04:52:00 2012 From: xavier.reigner at sensile.com (Xavier Reigner) Date: Fri, 12 Oct 2012 10:52:00 +0200 Subject: [rt-users] RT4.0.6 Unknown encoding in received emails In-Reply-To: <5077013E.9040203@bestpractical.com> References: <5077013E.9040203@bestpractical.com> Message-ID: Thanks for the links. The email were accepted and new tickets are created. The content is then not viewable into the history of the tickets in RT. The message from RT is "Message body not shown because it is not plain text." and the data can be viewed in an external text editor by clicking on "Download (untitled) application/octet-stream 766b" Content of the file : Blablabla,

blablabla.

blablabla.

blablabla.

blablabla,

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blablabla
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? Ce message a ?t? envoy? blablabla. ? Result in the log : Oct 12 10:17:18 support RT: Encoding 'we8iso8859p1' is not supported (/opt/rt4/sbin/../lib/RT/I18N.pm:217) Oct 12 10:17:19 support RT: #2780/40443 - Scrip 4 On Create Notify AdminCcs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) Oct 12 10:17:19 support RT: No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:353) Oct 12 10:17:19 support RT: < rt-4.0.6-28448-1350029839-221.2780-13-0 at test.com> #2780/40443 - Scrip 13 On Create Notify CCs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) Oct 12 10:17:19 support RT: < rt-4.0.6-28448-1350029839-221.2780-13-0 at test.com> No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:353) Oct 12 10:17:19 support RT: Ticket 2780 created in queue 'Test' by tutu at test.com (/opt/rt4/sbin/../lib/RT/Ticket.pm:688) It's better as the emails are not hanging in the mail box, but it still not the perfect solution as the content needs more time to be read. What is missing ? X -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Fri Oct 12 05:09:07 2012 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 12 Oct 2012 05:09:07 -0400 Subject: [rt-users] RT4.0.6 Unknown encoding in received emails In-Reply-To: References: <5077013E.9040203@bestpractical.com> Message-ID: <1350032947.2936.31.camel@umgah.localdomain> On Fri, 2012-10-12 at 10:52 +0200, Xavier Reigner wrote: > It's better as the emails are not hanging in the mail box, but it > still not the perfect solution as the content needs more time to be > read. > What is missing ? "we8iso8859p1" appears to be an Oracle-only way of saying "iso-8859-1". I suspect that telling RT that those are equivalent is all that is necessary. You can do that by adding the following to your RT_SiteConfig.pm: require Encode::Alias; Encode::Alias::define_alias("we8iso8859p1" => "iso-8859-1"); You may also want to look into the software that is generating the mail in question, and see if it can be altered to provide the standard name for the character set. - Alex From xavier.reigner at sensile.com Fri Oct 12 05:24:06 2012 From: xavier.reigner at sensile.com (Xavier Reigner) Date: Fri, 12 Oct 2012 11:24:06 +0200 Subject: [rt-users] RT4.0.6 Unknown encoding in received emails In-Reply-To: <1350032947.2936.31.camel@umgah.localdomain> References: <5077013E.9040203@bestpractical.com> <1350032947.2936.31.camel@umgah.localdomain> Message-ID: Alex your guess was correct. The messages are now correctly imported. I prefer this to the binary file. Thanks a lot, X On 12 October 2012 11:09, Alex Vandiver wrote: > On Fri, 2012-10-12 at 10:52 +0200, Xavier Reigner wrote: > > It's better as the emails are not hanging in the mail box, but it > > still not the perfect solution as the content needs more time to be > > read. > > What is missing ? > > "we8iso8859p1" appears to be an Oracle-only way of saying "iso-8859-1". > I suspect that telling RT that those are equivalent is all that is > necessary. You can do that by adding the following to your > RT_SiteConfig.pm: > > require Encode::Alias; > Encode::Alias::define_alias("we8iso8859p1" => "iso-8859-1"); > > You may also want to look into the software that is generating the mail > in question, and see if it can be altered to provide the standard name > for the character set. > - Alex > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kristian.davies at gmail.com Fri Oct 12 07:20:46 2012 From: kristian.davies at gmail.com (Kristian Davies) Date: Fri, 12 Oct 2012 12:20:46 +0100 Subject: [rt-users] Scrip problem (status change) In-Reply-To: References: Message-ID: > You don't check result of SetStatus. Message it returns probably tells > you that such status change is prohibited by Lifecycles configuration. my $ticketStatus = $self->TicketObj->Status; if ( $ticketStatus eq 'testing' ) { if ($self->TransactionObj->IsInbound()) { my ($val, $msg) = $self->TicketObj->SetStatus( 'new' ); unless ( $val ) { $RT::Logger->error( "This is an error msg: ". $msg ); return 0; } return 1; } } return undef; I've added the above lines (my perl isn't great - i took the code from AutoOpen.pm) but no mention of it in the logs (and I've also turned debug on). I'm a superuser and it doesn't work when I reply... unless I'm also the requester - in which case it does work. If it works when I'm the requester does that not discount it being a LifeCycle issue? The only mention is: [Sat Oct 6 07:20:38 2012] [debug]: Committing scrip #129 on txn #3256980 of ticket #206853 (/disk1/web/vhost/rt-406/html/rt/sbin/../lib/RT/Scrips.pm:192) -Kristian From ruz at bestpractical.com Fri Oct 12 10:49:05 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 12 Oct 2012 18:49:05 +0400 Subject: [rt-users] Scrip problem (status change) In-Reply-To: References: Message-ID: On Fri, Oct 12, 2012 at 3:20 PM, Kristian Davies wrote: >> You don't check result of SetStatus. Message it returns probably tells >> you that such status change is prohibited by Lifecycles configuration. > > my $ticketStatus = $self->TicketObj->Status; > > if ( $ticketStatus eq 'testing' ) > { > if ($self->TransactionObj->IsInbound()) > { > my ($val, $msg) = $self->TicketObj->SetStatus( 'new' ); > unless ( $val ) { > $RT::Logger->error( "This is an error msg: ". $msg ); > return 0; > } > return 1; > } > } > > return undef; > > I've added the above lines (my perl isn't great - i took the code from > AutoOpen.pm) but no mention of it in the logs (and I've also turned > debug on). I'm a superuser and it doesn't work when I reply... unless > I'm also the requester - in which case it does work. If it works when > I'm the requester does that not discount it being a LifeCycle issue? I hope you know what IsBound means. Right? Take a look at documentation in lib/RT/Transaction.pm > > The only mention is: > [Sat Oct 6 07:20:38 2012] [debug]: Committing scrip #129 on txn > #3256980 of ticket #206853 > (/disk1/web/vhost/rt-406/html/rt/sbin/../lib/RT/Scrips.pm:192) > > -Kristian -- Best regards, Ruslan. From ruz at bestpractical.com Fri Oct 12 11:09:34 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 12 Oct 2012 19:09:34 +0400 Subject: [rt-users] RT4.0.6 Unknown encoding in received emails In-Reply-To: References: <5077013E.9040203@bestpractical.com> <1350032947.2936.31.camel@umgah.localdomain> Message-ID: On Fri, Oct 12, 2012 at 1:24 PM, Xavier Reigner wrote: > Alex your guess was correct. The messages are now correctly imported. I > prefer this to the binary file. > Thanks a lot, > X Software that sends email is incorrect and should use the following Oracle function to convert charset name to valid name for emails. http://docs.oracle.com/cd/E11882_01/appdev.112/e16760/u_i18n.htm#i1001102 Information just in case you control sender. > On 12 October 2012 11:09, Alex Vandiver wrote: >> >> On Fri, 2012-10-12 at 10:52 +0200, Xavier Reigner wrote: >> > It's better as the emails are not hanging in the mail box, but it >> > still not the perfect solution as the content needs more time to be >> > read. >> > What is missing ? >> >> "we8iso8859p1" appears to be an Oracle-only way of saying "iso-8859-1". >> I suspect that telling RT that those are equivalent is all that is >> necessary. You can do that by adding the following to your >> RT_SiteConfig.pm: >> >> require Encode::Alias; >> Encode::Alias::define_alias("we8iso8859p1" => "iso-8859-1"); >> >> You may also want to look into the software that is generating the mail >> in question, and see if it can be altered to provide the standard name >> for the character set. >> - Alex >> >> >> -------- >> Final RT training for 2012 in Atlanta, GA - October 23 & 24 >> http://bestpractical.com/training >> >> We're hiring! http://bestpractical.com/jobs > > > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > -- Best regards, Ruslan. From kristian.davies at gmail.com Fri Oct 12 11:43:42 2012 From: kristian.davies at gmail.com (Kristian Davies) Date: Fri, 12 Oct 2012 16:43:42 +0100 Subject: [rt-users] Scrip problem (status change) In-Reply-To: References: Message-ID: > I hope you know what IsBound means. Right? Take a look at documentation > in lib/RT/Transaction.pm Ahhh *facepalm*... must use perldoc more. Thanks. -Kristian From misteritguru at gmail.com Sat Oct 13 08:27:14 2012 From: misteritguru at gmail.com (Mister Guru) Date: Sat, 13 Oct 2012 13:27:14 +0100 Subject: [rt-users] Installing RT via Puppet In-Reply-To: <20120920085103.GA3017@gunboat-diplomat.oucs.ox.ac.uk> References: <505A677F.2030409@bestpractical.com> <505A7C68.3040903@bnl.gov> <20120920085103.GA3017@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <61DF2F46-5FC5-4B2D-B227-0B59A4E82B21@gmail.com> Sorry that I let this drop off - Almost vapourwared my own idea - not good! Real life and work conspired against me to take me away from personal projects for a while - I'm going to look into picking this back up especially as there is now a new version of puppet that I've strapped to my test rig. Hopefully we'll see something in the next few days. Thanks, On 20 Sep 2012, at 09:51, Dominic Hargreaves wrote: > On Thu, Sep 20, 2012 at 04:12:24AM +0100, Mister Guru wrote: >> Thanks Jason for your input - I'm currently trying to get hold of the >> ubuntu package maintainer for RT. I'm currently wading through >> launchpad, trying to find who to kick to get this moving - I've >> dropped a line to the ubuntu users list, so hopefully I'll get some >> assistance with this soon. > > There isn't one. request-tracker3.8 (and request-tracker4) in later > releases isn't in Ubuntu main, only in Ubuntu universe. This means that > support in stable releases is someone limited (I think Ubuntu call it > "Community maintained" meaning.. it's up you). > > (I'm the principle maintainer of the packages in Debian, which is > effectively Ubuntu's upstream in this regards). > > The best way to get the Ubuntu packages updated with those security fixes > is by testing the patches on the bug report Thomas mentioned. > > I notice you asked about RT4 on ubuntu-users; packages for RT4 are > already available in later releases of Ubuntu: > > http://packages.ubuntu.com/search?keywords=request-tracker4&searchon=sourcenames&suite=all§ion=all > > -- > Dominic Hargreaves, Systems Development and Support Section > IT Services, University of Oxford > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs From al.scotto at reply.it Sun Oct 14 12:19:51 2012 From: al.scotto at reply.it (Scotto Alberto) Date: Sun, 14 Oct 2012 16:19:51 +0000 Subject: [rt-users] Setting ticket properties with SetXXX instead of _Set, but SILENTLY Message-ID: As Thomas recently pointed out [1], _Set should never be used. Instead, you should use SetXXX public methods. Ok, but what if I need to set some properties without recording a transaction for it, in order not to trigger scrips? http://requesttracker.wikia.com/wiki/WriteCustomAction#How_to_be_silent This is the reading that led me to use mostly _Set in my custom scrip actions. Shoud it be corrected? I think we should al least add a disclaimer like "But beware that using _Set may cause strange behaviour". The best would be to put a list of the properties that is safe to set with _Set, and those that are not. If any! For example, I think that Priority, InitialPriority and FinalPriority are safe, as I think they're just a column in Tickets table. While Owner is not safe, as it's not just a column in Tickets table [1] [1] http://www.gossamer-threads.com/lists/rt/users/112479#112479 Thanks Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.scotto at reply.it www.reply.it [Blue Reply] ________________________________ -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: blue.png Type: image/png Size: 2329 bytes Desc: blue.png URL: From jonmills at renci.org Sun Oct 14 16:50:44 2012 From: jonmills at renci.org (Jonathan Mills) Date: Sun, 14 Oct 2012 20:50:44 +0000 Subject: [rt-users] Creating Tickets from forwarded emails? Message-ID: <1B9748E3-F4E9-4B2A-9E5B-AEEB2170DBF6@renci.org> Dear RT Users: Imagine an example where an external user sends an email to an employee, rather than directly to RT. The employee now wants to create a ticket on behalf of the requestor in the quickest, easiest way possible. We know that there is the 'Redirect' or 'Bounce' button available in some email clients. However, it's often not an easy function to find. It is also no longer a default function of Thunderbird, at all, in any recent version of that popular client. Asking employees to modify Thunderbird with plugins, etc, to enable a 'Redirect' button would pose an insurmountable challenge to support staff. Secondly, we know it is possible to forward an email to RT, and add the original requestor's email address to the Reply-To header field of the forward. While not tested, I have read that RT will understand this natively. However, this is another educational challenge, asking support staff to always remember to custom modify this Reply-To field. In short, I need a solution that requires "no thought" on the part of support staff, since they already have plenty of other things to think about. Is it possible to modify the configuration of RT itself -- perhaps with some kind of plugin from CPAN -- to make RT smart enough to understand a forwarded email, and automatically locate the original sender's address and make that person the Requestor of the ticket? Any help would be much appreciated! Cheers, -- Jonathan Mills Systems Administrator Renaissance Computing Institute UNC-Chapel Hill From darin at darins.net Sun Oct 14 18:15:47 2012 From: darin at darins.net (Darin Perusich) Date: Sun, 14 Oct 2012 18:15:47 -0400 Subject: [rt-users] Creating Tickets from forwarded emails? In-Reply-To: <1B9748E3-F4E9-4B2A-9E5B-AEEB2170DBF6@renci.org> References: <1B9748E3-F4E9-4B2A-9E5B-AEEB2170DBF6@renci.org> Message-ID: You could install the command-by-mail plugin then you can add requestor: email at com to the message body, amongst other things, to set the requestor appropriately. -- Later, Darin On Sun, Oct 14, 2012 at 4:50 PM, Jonathan Mills wrote: > Dear RT Users: > > Imagine an example where an external user sends an email to an employee, rather than directly to RT. The employee now wants to create a ticket on behalf of the requestor in the quickest, easiest way possible. > > We know that there is the 'Redirect' or 'Bounce' button available in some email clients. However, it's often not an easy function to find. It is also no longer a default function of Thunderbird, at all, in any recent version of that popular client. Asking employees to modify Thunderbird with plugins, etc, to enable a 'Redirect' button would pose an insurmountable challenge to support staff. > > Secondly, we know it is possible to forward an email to RT, and add the original requestor's email address to the Reply-To header field of the forward. While not tested, I have read that RT will understand this natively. However, this is another educational challenge, asking support staff to always remember to custom modify this Reply-To field. > > In short, I need a solution that requires "no thought" on the part of support staff, since they already have plenty of other things to think about. > > Is it possible to modify the configuration of RT itself -- perhaps with some kind of plugin from CPAN -- to make RT smart enough to understand a forwarded email, and automatically locate the original sender's address and make that person the Requestor of the ticket? > > Any help would be much appreciated! > > Cheers, > > -- > Jonathan Mills > Systems Administrator > Renaissance Computing Institute > UNC-Chapel Hill > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs From jonmills at renci.org Sun Oct 14 18:59:14 2012 From: jonmills at renci.org (Jonathan Mills) Date: Sun, 14 Oct 2012 22:59:14 +0000 Subject: [rt-users] Creating Tickets from forwarded emails? In-Reply-To: References: <1B9748E3-F4E9-4B2A-9E5B-AEEB2170DBF6@renci.org> Message-ID: <383E5F43-A518-46BC-BC7A-06303932807C@renci.org> Yes, I've read of that solution also. However, it is not the solution I want, as it represents no improvement over either of the other solutions mentioned. It is still something that support staff must remember to do each time -- it will fail due to human error. I want support staff to have to do nothing more than hit 'Forward' and have it simply work. On Oct 14, 2012, at 6:15 PM, Darin Perusich wrote: > You could install the command-by-mail plugin then you can add > requestor: email at com to the message body, amongst other things, to set > the requestor appropriately. > > -- > Later, > Darin > > > On Sun, Oct 14, 2012 at 4:50 PM, Jonathan Mills wrote: >> Dear RT Users: >> >> Imagine an example where an external user sends an email to an employee, rather than directly to RT. The employee now wants to create a ticket on behalf of the requestor in the quickest, easiest way possible. >> >> We know that there is the 'Redirect' or 'Bounce' button available in some email clients. However, it's often not an easy function to find. It is also no longer a default function of Thunderbird, at all, in any recent version of that popular client. Asking employees to modify Thunderbird with plugins, etc, to enable a 'Redirect' button would pose an insurmountable challenge to support staff. >> >> Secondly, we know it is possible to forward an email to RT, and add the original requestor's email address to the Reply-To header field of the forward. While not tested, I have read that RT will understand this natively. However, this is another educational challenge, asking support staff to always remember to custom modify this Reply-To field. >> >> In short, I need a solution that requires "no thought" on the part of support staff, since they already have plenty of other things to think about. >> >> Is it possible to modify the configuration of RT itself -- perhaps with some kind of plugin from CPAN -- to make RT smart enough to understand a forwarded email, and automatically locate the original sender's address and make that person the Requestor of the ticket? >> >> Any help would be much appreciated! >> >> Cheers, >> >> -- >> Jonathan Mills >> Systems Administrator >> Renaissance Computing Institute >> UNC-Chapel Hill >> >> -------- >> Final RT training for 2012 in Atlanta, GA - October 23 & 24 >> http://bestpractical.com/training >> >> We're hiring! http://bestpractical.com/jobs From matthias at leisi.net Mon Oct 15 01:31:55 2012 From: matthias at leisi.net (Matthias Leisi) Date: Mon, 15 Oct 2012 07:31:55 +0200 Subject: [rt-users] Creating Tickets from forwarded emails? In-Reply-To: <1B9748E3-F4E9-4B2A-9E5B-AEEB2170DBF6@renci.org> References: <1B9748E3-F4E9-4B2A-9E5B-AEEB2170DBF6@renci.org> Message-ID: On Sun, Oct 14, 2012 at 10:50 PM, Jonathan Mills wrote: > Imagine an example where an external user sends an email to an employee, rather than directly to RT. The employee now wants to create a ticket on behalf of the requestor in the quickest, easiest way possible. I once had an IMAP folder for a similar purpose: all mails in that folder would be moved to RT by an external script run every five minutes or so. While shared IMAP folders may be a confidentiality risk for some kind of such "exports", this is no problem in this case, as these mails will be available for the same group of people in RT anyway. -- Matthias From jzabolotnyi at arces.net Mon Oct 15 04:50:43 2012 From: jzabolotnyi at arces.net (Jack Zabolotnyi) Date: Mon, 15 Oct 2012 10:50:43 +0200 Subject: [rt-users] Weekly tickets report by cron In-Reply-To: References: Message-ID: Hey, thanks! It's a great feature and very helpful for me. Now i'm trying to find any way how to update template for dashboard in order to change presentation and add some custom headers/footers... On Thu, Oct 11, 2012 at 2:45 PM, Ruslan Zakirov wrote: > On Thu, Oct 11, 2012 at 10:58 AM, Jack Zabolotnyi > wrote: > > Hi everyone. > > > > I'm looking for some way to create something like weekly digest for my > > clients, to send them every friday one email with all tickets that are > > waiting for their answer. > > > > I was looking at rt-crontool but it will require a lot of walkarounds to > > gather all tickets together. > > > > Maybe there is some way to generate report by cron (as it can be done > from > > web-interface)? > > > Have you looked at dashboard's subscription [1]? > > http://blog.bestpractical.com/2009/02/rt-38-tutorial-dashboards.html > > > > > > Thank you in advance for any solution. > > > > -- > > Jack Zabolotnyi > > Arces Network, LLC > > > > e: jzabolotnyi at arces.net > > w: http://www.arces.net > > > > PGP key: 2048R/7F2AB658 2012-07-02 > > PGP fingerprint: 4C7E 00A8 5210 F3D9 0509 C70E 87C8 666E 7F2A B658 > > > > > > > > -------- > > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > > http://bestpractical.com/training > > > > We're hiring! http://bestpractical.com/jobs > > > > > > -- > Best regards, Ruslan. > -- Jack Zabolotnyi Arces Network, LLC e: jzabolotnyi at arces.net w: http://www.arces.net PGP key: 2048R/7F2AB658 2012-07-02 PGP fingerprint: 4C7E 00A8 5210 F3D9 0509 C70E 87C8 666E 7F2A B658 -------------- next part -------------- An HTML attachment was scrubbed... URL: From demon_eyes_kyoms at hotmail.com Mon Oct 15 10:59:43 2012 From: demon_eyes_kyoms at hotmail.com (TheHoboKing) Date: Mon, 15 Oct 2012 07:59:43 -0700 (PDT) Subject: [rt-users] Hide/Display fields based on another field choice Message-ID: <34558659.post@talk.nabble.com> Hi all, Is it possible to display/hide certain fields based on a previous field choice on ticket comment/creation? Example; -User selects ChoiceA (or checks OptionA) from FieldA, fields FieldA1 and FieldA2 are displayed. -User select ChoiceB (or checks OptionB) from FieldA, fields FieldB1 and FieldB2 are displayed but NOT FieldA1 and FieldA2. I'm running RT4.0.5 on Ubuntu 11.10 Thank you -- View this message in context: http://old.nabble.com/Hide-Display-fields-based-on-another-field-choice-tp34558659p34558659.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruz at bestpractical.com Mon Oct 15 13:15:00 2012 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 15 Oct 2012 21:15:00 +0400 Subject: [rt-users] Weekly tickets report by cron In-Reply-To: References: Message-ID: On Mon, Oct 15, 2012 at 12:50 PM, Jack Zabolotnyi wrote: > Now i'm trying to find any way how to update template for dashboard in order > to change presentation and add some custom headers/footers... Then start a new thread asking this. I don't remember if it's possible or not. It is not my code. -- Best regards, Ruslan. From hopega at nics.utk.edu Mon Oct 15 16:47:45 2012 From: hopega at nics.utk.edu (Glenn Hope) Date: Mon, 15 Oct 2012 16:47:45 -0400 Subject: [rt-users] Object permissions from the command line Message-ID: I've recently been tasked with setting up an RT instance for a large organization, such that its queue structure mirrors that of their existing ticket system. I was able to use the command line interface to easily create the groups/queues, but I've stalled on setting up the permissions for the queues - with so many of them, it's going to take hours to click through the web interface. The permissions could easily be defined programmatically, but I haven't yet found a way to manipulate permissions outside of the web interface. In both the command line and the REST interface, I can view several properties of each queue, but nothing regarding user/group permissions to that queue. Is there a way to use either of the alternative interfaces to change permissions for objects, or will I need to do this by hand in the browser? Thanks, -Glenn -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Mon Oct 15 16:56:48 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 15 Oct 2012 13:56:48 -0700 Subject: [rt-users] Object permissions from the command line In-Reply-To: References: Message-ID: <507C7890.9020200@bestpractical.com> On 10/15/2012 01:47 PM, Glenn Hope wrote: > I've recently been tasked with setting up an RT instance for a large > organization, such that its queue structure mirrors that of their > existing ticket system. I was able to use the command line interface to > easily create the groups/queues, but I've stalled on setting up the > permissions for the queues - with so many of them, it's going to take > hours to click through the web interface. > > The permissions could easily be defined programmatically, but I haven't > yet found a way to manipulate permissions outside of the web interface. > In both the command line and the REST interface, I can view several > properties of each queue, but nothing regarding user/group permissions > to that queue. Is there a way to use either of the alternative > interfaces to change permissions for objects, or will I need to do this > by hand in the browser? You can use the Perl API by calling GrantRight/RevokeRight on the RT::Principals you want to grant rights to. Arguments are the right name and the target object on which the right should be granted (for your case, likely a loaded RT::Queue or RT::System for global). The doc for the Perl API is available by using perldoc on the RT source lib files, or browsing online here: http://bestpractical.com/rt/docs/4.0/ From marko.cupac at gmail.com Tue Oct 16 06:46:35 2012 From: marko.cupac at gmail.com (Marko =?UTF-8?B?Q3VwYcSH?=) Date: Tue, 16 Oct 2012 12:46:35 +0200 Subject: [rt-users] RT-Authen-ExternalAuth - how to confirm that ssl ldap bind is used? Message-ID: <20121016124635.361e02e8@gmail.com> I have been using rt4 for some time now in plain protocols (site is on http, fetchmail is plain pop3, external auth is done from ldap without ssl). Now, I am increasing security by switching to encrypted protocols. Switching apache to https was easy thing to do, and I spent a few hours with fetchmail and certificates but it also works now. RT::Extension::LDAPimport "just worked" when switching ldaphost to ldaps: Set($LDAPHost,'ldaps://ldap.company.tld'); Also, after setting Set($ExternalAuthPriority,['My_LDAP']); Set($ExternalInfoPriority,['My_LDAP']); Set($ExternalServiceUsesSSLorTLS,1); Set($ExternalSettings,{ 'My_LDAP' => { ... 'tls' => 1, 'ssl_version' => 3, ... } } ... i can still authenticate. I can not believe this can be so simple :) Is there a way to check that ssl is really used? Thank you in advance, Marko Cupa? From darin at darins.net Tue Oct 16 08:19:28 2012 From: darin at darins.net (Darin Perusich) Date: Tue, 16 Oct 2012 08:19:28 -0400 Subject: [rt-users] RT-Authen-ExternalAuth - how to confirm that ssl ldap bind is used? In-Reply-To: <20121016124635.361e02e8@gmail.com> References: <20121016124635.361e02e8@gmail.com> Message-ID: On Tue, Oct 16, 2012 at 6:46 AM, Marko Cupa? wrote: > I have been using rt4 for some time now in plain protocols (site is on > http, fetchmail is plain pop3, external auth is done from ldap without > ssl). Now, I am increasing security by switching to encrypted > protocols. > > Switching apache to https was easy thing to do, and I spent a few hours > with fetchmail and certificates but it also works now. > > RT::Extension::LDAPimport "just worked" when switching ldaphost to > ldaps: > > Set($LDAPHost,'ldaps://ldap.company.tld'); > > Also, after setting > Set($ExternalAuthPriority,['My_LDAP']); > Set($ExternalInfoPriority,['My_LDAP']); > Set($ExternalServiceUsesSSLorTLS,1); > Set($ExternalSettings,{ > 'My_LDAP' => { > ... > 'tls' => 1, > 'ssl_version' => 3, > ... > } > } > > ... i can still authenticate. > > I can not believe this can be so simple :) Is there a way to check that > ssl is really used? > Check your ldap servers logs or run wireshark/tcpdump from the RT server and inspect the traffic. From jonmills at renci.org Tue Oct 16 09:25:33 2012 From: jonmills at renci.org (Jonathan Mills) Date: Tue, 16 Oct 2012 09:25:33 -0400 Subject: [rt-users] RT-Authen-ExternalAuth - how to confirm that ssl ldap bind is used? In-Reply-To: References: <20121016124635.361e02e8@gmail.com> Message-ID: <507D604D.3010201@renci.org> You know, I looked into the same thing. What I found was that it was *not* so easy to use RT-Authen-ExternlAuth -- that is, if your LDAP server is secure enough. My LDAP server requires a certificate to build an SSL or STARTTLS connection, as part of our baseline security. RT-Authen-ExternalAuth, by default, does not support a method to pass the path to a certificate, and the reqcert setting, to the underlying perl-Net-LDAP library (even though this library supports all that stuff). I had to apply this patch to RT-Authen-ExternalAuth http://old.nabble.com/attachment/23889671/0/RT-Authen-ExternalAuth-19912-start_tls-options.patch Patch applies perfectly. Afterwards, I did something like this in my config (note the tls_args segment): Set($ExternalSettings, { 'LDAP' => { 'type' => 'ldap', 'auth' => 1, 'info' => 1, 'server' => 'ldap.example.com', 'base' => 'dc=example,dc=com', 'filter' => '(objectClass=posixAccount)', 'tls' => 1, # What other args should I pass to net::LDAP->new($host, at args)? 'net_ldap_args' => [ version => 3, port => 389, debug => 8, ], # Special argument for start_tls (see perldoc com::LDAP for details) 'tls_args' => [ 'verify' => 'require', 'cafile' => '/etc/openldap/cacerts/example_ca.pem', ], # This MUST be a full DN 'group' => 'cn=admins,ou=PosixGroups,dc=example,dc=com', 'group_attr' => 'memberUid', 'group_attr_value' => 'uid', 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName', 'Gecos', ], 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => 'mail', 'RealName' => 'cn', 'Gecos' => 'cn', } # end NAME }, # end LDAP }, # end $ExternalSettings ); # end Set (Server is OpenLDAP 2.4.x using rfc2307 style posixAccount and posixGroup objectclasses) -- Jonathan Mills Systems Administrator Renaissance Computing Institute UNC-Chapel Hill On 10/16/2012 08:19 AM, Darin Perusich wrote: > On Tue, Oct 16, 2012 at 6:46 AM, Marko Cupa? wrote: >> I have been using rt4 for some time now in plain protocols (site is on >> http, fetchmail is plain pop3, external auth is done from ldap without >> ssl). Now, I am increasing security by switching to encrypted >> protocols. >> >> Switching apache to https was easy thing to do, and I spent a few hours >> with fetchmail and certificates but it also works now. >> >> RT::Extension::LDAPimport "just worked" when switching ldaphost to >> ldaps: >> >> Set($LDAPHost,'ldaps://ldap.company.tld'); >> >> Also, after setting >> Set($ExternalAuthPriority,['My_LDAP']); >> Set($ExternalInfoPriority,['My_LDAP']); >> Set($ExternalServiceUsesSSLorTLS,1); >> Set($ExternalSettings,{ >> 'My_LDAP' => { >> ... >> 'tls' => 1, >> 'ssl_version' => 3, >> ... >> } >> } >> >> ... i can still authenticate. >> >> I can not believe this can be so simple :) Is there a way to check that >> ssl is really used? >> > > Check your ldap servers logs or run wireshark/tcpdump from the RT > server and inspect the traffic. > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > From falcone at bestpractical.com Tue Oct 16 09:31:20 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 16 Oct 2012 09:31:20 -0400 Subject: [rt-users] HTML Emails In-Reply-To: <50698EF6.3010504@parxglobal.fr> References: <5069737B.2050106@parxglobal.fr> <50698EF6.3010504@parxglobal.fr> Message-ID: <20121016133120.GA22310@jibsheet.com> On Mon, Oct 01, 2012 at 02:39:18PM +0200, Philippe Fremy wrote: > 1. when sending a mixed email (html + text), RT displays only the text > part of the message. Is it possible to change that ? I have set > Set($PreferRichText, 1); in SiteConfig but it does not seem to have any > effect on the way messages are displayed. Or it must be overridden This causes RT to prefer the HTML part, but as documented in the config, it scrubs some things. What makes you think RT is displaying the text part? > > 2. When replying to a text/htlml request, it seems that RT quotes the > html, stripped to plaintext. Is it possible to have full quoting of the > html part of the email ? Unfortunately not. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Oct 16 09:31:55 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 16 Oct 2012 09:31:55 -0400 Subject: [rt-users] Don't want close ticket queue. In-Reply-To: <20121002130102.GA1865@io.ipgp.fr> References: <20121002130102.GA1865@io.ipgp.fr> Message-ID: <20121016133155.GB22310@jibsheet.com> On Tue, Oct 02, 2012 at 03:01:02PM +0200, Albert Shih wrote: > How can I create a queue where no ticket can be close ? But can be deleted, > rejected. Custom lifecycle? http://bestpractical.com/rt/docs/latest/RT_Config.html#Lifecycles -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Oct 16 09:33:18 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 16 Oct 2012 09:33:18 -0400 Subject: [rt-users] Apache taking up too much CPU In-Reply-To: References: <7458EC37-A771-4AFB-B0B8-D0C54568A26C@minecorp.com.au> Message-ID: <20121016133318.GC22310@jibsheet.com> 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? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Oct 16 09:35:09 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 16 Oct 2012 09:35:09 -0400 Subject: [rt-users] Command by Mail CC and AddCC for new users In-Reply-To: <50722392.9050205@motec.com.au> References: <50722392.9050205@motec.com.au> Message-ID: <20121016133509.GD22310@jibsheet.com> On Mon, Oct 08, 2012 at 11:51:30AM +1100, Tom Robinson wrote: > It looks as if the Command by Mail commands CC: and AddCC: can only be used for existing users. Is > this configurable so that non-existing users may be added automatically using the command by mail > commands? It isn't configurable, but it would certainly be possible to patch it so that if the user isn't found, it just calls AddWatcher with the Email argument instead of the PrincipalId argument. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From AlexYoung at HousingPartners.co.uk Tue Oct 16 11:48:51 2012 From: AlexYoung at HousingPartners.co.uk (Alex Young) Date: Tue, 16 Oct 2012 16:48:51 +0100 Subject: [rt-users] time worked etc display in hours by default? Message-ID: <930F3731A784414087B33E439A5556347E245B@s-wor-e-001.SCOUTSOFFICE.local> Is it possible to set all times to display in hours, rather than minutes? We have some tickets with thousands of minutes each, and it would be much more useful to see search results as hours. Any idea if it's possible in RT 4.0.5? A search hasn't turned up anything useful. Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From me at payam124.com Tue Oct 16 12:37:31 2012 From: me at payam124.com (Payam Poursaied) Date: Tue, 16 Oct 2012 20:07:31 +0330 Subject: [rt-users] Serious problem with mime/html format email containing attachments Message-ID: <0b2f01cdabbc$89d26200$9d772600$@payam124.com> Hi all We have a serious problem with rt 3.8.8. I have created and HTML template for auto reply as you could see below. When I send HTML email, I got the autoreply in a good way, i.e. I got an HTML email as same as what I sent to RT. But if there is any attachment, I will get plain text email! My client is outlook 2010. I have attached my requests and replies (it took files from unix mail server. i.e. while sending email to RT, put another email as bcc and went to my shell and download the email file directly and change the extension to .eml. also I removed extra "=" from end of each lines) It seems outlook include plaint text version as well and RT could not handle it while there is other attachments rather than MIME format.. I could not get deeper and find reasonable solution. In addition I have backported RescueOutlook from 3.8.11 but there wasn't any success. ( I backported lib/RT/Transaction_Overlay.pm and lib/RT/ EmailParser.pm) --- template-start Subject: AutoReply: {$Ticket->Subject} Content-Type: text/html

Dear Partner,

This is an automated response confirming the receipt of your ticket. You will be updated shortly by an engineer whom will assist you further.

For your records, the details of the ticket are listed below. When replying, please make sure that the ticket ID is kept in the subject line to ensure that your replies are tracked appropriately.

Ticket ID:[{$Ticket->QueueObj->SubjectTag || $rtname} #{$Ticket->id}]
Subject:"{$Ticket->Subject()}"

Thank you,

testel Global NOC

{$Ticket->QueueObj->CorrespondAddress()}

------------------------------------------------------------------------- {$Transaction->Content()} --- template-end Any comment appreciated -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- An embedded message was scrubbed... From: "Payam Poursaied" Subject: test2 for mime outlook/ With Attachment Date: Tue, 16 Oct 2012 16:12:58 +0330 Size: 36826 URL: -------------- next part -------------- An embedded message was scrubbed... From: "Technical Problems Requested by VoIP Partners to NOC Department via RT" Subject: [NVC #1331416] AutoReply: test2 for mime outlook/ With Attachment Date: Tue, 16 Oct 2012 16:13:14 +0330 Size: 3471 URL: -------------- next part -------------- An embedded message was scrubbed... From: "Payam Poursaied" Subject: test1 for mime outlook/ No attachment Date: Tue, 16 Oct 2012 16:12:57 +0330 Size: 5101 URL: -------------- next part -------------- An embedded message was scrubbed... From: "Technical Problems Requested by VoIP Partners to NOC Department via RT" Subject: [NVC #1331415] AutoReply: test1 for mime outlook/ No attachment Date: Tue, 16 Oct 2012 16:13:13 +0330 Size: 6626 URL: From trs at bestpractical.com Tue Oct 16 13:00:28 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 16 Oct 2012 10:00:28 -0700 Subject: [rt-users] Serious problem with mime/html format email containing attachments In-Reply-To: <0b2f01cdabbc$89d26200$9d772600$@payam124.com> References: <0b2f01cdabbc$89d26200$9d772600$@payam124.com> Message-ID: <507D92AC.7030903@bestpractical.com> On 10/16/2012 09:37 AM, Payam Poursaied wrote: > We have a serious problem with rt 3.8.8. I have created and HTML > template for auto reply as you could see below. When I send HTML email, > I got the autoreply in a good way, i.e. I got an HTML email as same as > what I sent to RT. But if there is any attachment, I will get plain text > email! I believe, but am not certain, that this is related to the "multipart/related" MIME type in your "2-request-with-attach.eml" and is fixed in the 4.0 series of RT. You could spin up a 4.0 test instance somewhere to try it out. From julien.caunan at bmscircuits.com Tue Oct 16 12:51:46 2012 From: julien.caunan at bmscircuits.com (Julien CAUNAN) Date: Tue, 16 Oct 2012 16:51:46 +0000 Subject: [rt-users] Problem with JSGantt Extension. Message-ID: <1F6C5B0A9EE59C4F886C816E0C092F2D181471F4@AMSPRD0710MB389.eurprd07.prod.outlook.com> Hi, I've installed "RT-Extension-JSGantt" with (middle) success but it doesn't appear on my RT. It seems that it needs to apply a patch, someone can tell me how do you apply this patch (the real procedure). Thank you for your help. Best regards, Julien CAUNAN Support Moyens De Tests Av. Paul Gellos, BP 531 - 64105 - BAYONNE Cedex - FRANCE julien.caunan at bmscircuits.com T?l : +33 (0)5 59 58 41 51 Mob : Fax : +33 (0)5 59 58 57 01 www.bmscircuits.com [http://nsa22.casimages.com/img/2012/03/06//120306085532380989.jpg] [http://nsa21.casimages.com/img/2012/03/06//120306090312371802.jpg]Please consider your environmental responsibility before printing this e-mail # " Ce courriel et les documents qui lui sont joints peuvent contenir des informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont pas destin?s, nous vous signalons qu'il est strictement interdit de les divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en informer l'exp?diteur et de supprimer imm?diatement de votre syst?me informatique ce courriel ainsi que tous les documents qui y sont attach?s." ****** " This e-mail and any attached documents may contain confidential or proprietary information. If you are not the intended recipient, you are notified that any dissemination, copying of this e-mail and any attachments thereto or use of their contents by any means whatsoever is strictly prohibited. If you have received this e-mail in error, please advise the sender immediately and delete this e-mail and all attached documents from your computer system." # -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Oct 16 14:38:21 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 16 Oct 2012 14:38:21 -0400 Subject: [rt-users] Problem with JSGantt Extension. In-Reply-To: <1F6C5B0A9EE59C4F886C816E0C092F2D181471F4@AMSPRD0710MB389.eurprd07.prod.outlook.com> References: <1F6C5B0A9EE59C4F886C816E0C092F2D181471F4@AMSPRD0710MB389.eurprd07.prod.outlook.com> Message-ID: <20121016183821.GE22310@jibsheet.com> On Tue, Oct 16, 2012 at 04:51:46PM +0000, Julien CAUNAN wrote: > I've installed "RT-Extension-JSGantt" with (middle) success but it doesn't appear on my RT. > > It seems that it needs to apply a patch, someone can tell me how do you apply this patch (the > real procedure). You didn't list your RT version, the patch directions are in the README file if you're running 3.8. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From mjames at profitpoint.com Tue Oct 16 16:55:41 2012 From: mjames at profitpoint.com (Mike James) Date: Tue, 16 Oct 2012 20:55:41 +0000 Subject: [rt-users] postgres 9.2.1, RT 4.0.5 - RT couldn't connect to database Message-ID: Fresh install of Centos 6.3, fully patched. Added the postgresql repo and installed posgresql-9.2.1. RT 4.0.5 is config'd and looks ready to go. Just one last problem... If I start the standalone rt-server (/opt/rt4/sbin/rt-server -port 8080), I can connect to RT and login as root without a problem. However, apache fails to start with the following error: [root at tracker rt4]# service httpd start Starting httpd: DBI connect('dbname=rt4;host=localhost','rt_user',...) failed: could not connect to server: Permission denied Is the server running on host "localhost" (::1) and accepting TCP/IP connections on port 5432? could not connect to server: Permission denied Is the server running on host "localhost" (127.0.0.1) and accepting TCP/IP connections on port 5432? at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 103. RT couldn't connect to the database where tickets are stored. If this is a new installation of RT, you should visit the URL below to configure RT and initialize your database. If this is an existing RT installation, this may indicate a database connectivity problem. The error RT got back when trying to connect to your database was: Connect Failed could not connect to server: Permission denied Is the server running on host "localhost" (::1) and accepting TCP/IP connections on port 5432? could not connect to server: Permission denied Is the server running on host "localhost" (127.0.0.1) and accepting TCP/IP connections on port 5432? at /opt/rt4/sbin/../lib/RT.pm line 165. /var/lib/postgresql-9.2/data/pg_hba.conf has the following line: host all all 127.0.0.1/32 md5 /var/lib/postgresql-9.2/data/postgresql.conf has the following lines: listen_addresses = '*' port = 5432 The database rt4 exists, rt_user database password is matches the one in RT_SiteConfig.pm What have I overlooked in the httpd config? I can get the basic "It's running" page but that's it. It's puzzling to me that the standalone server works but apache doesn't. Thanks, Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From graeme at kula.co.nz Tue Oct 16 17:31:58 2012 From: graeme at kula.co.nz (Graeme Ruthven) Date: Wed, 17 Oct 2012 10:31:58 +1300 Subject: [rt-users] postgres 9.2.1, RT 4.0.5 - RT couldn't connect to database In-Reply-To: References: Message-ID: <1350423118.2169.17.camel@vulagi1.etc.gen.nz> On Tue, 2012-10-16 at 20:55 +0000, Mike James wrote: > Fresh install of Centos 6.3, fully patched. Added the postgresql repo > and installed posgresql-9.2.1. RT 4.0.5 is config?d and looks ready to > go. Just one last problem? > > If I start the standalone rt-server (/opt/rt4/sbin/rt-server ?port > 8080), I can connect to RT and login as root without a problem. > However, apache fails to start with the following error: > > [root at tracker rt4]# service httpd start > > Starting httpd: DBI connect('dbname=rt4;host=localhost','rt_user',...) > failed: could not connect to server: Permission denied > > Is the server running on host "localhost" (::1) and accepting > > TCP/IP connections on port 5432? > > could not connect to server: Permission denied At the risk of teaching my grandmother to suck eggs, have you: - created the PosetrgreSQL database rt4 - created the user rt_user and granted rights to rt4 - updated pg_hba.conf to suit? - tested with "psql -u rt_user rt4"? Regards Graeme From alexmv at bestpractical.com Tue Oct 16 17:38:41 2012 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 16 Oct 2012 17:38:41 -0400 Subject: [rt-users] postgres 9.2.1, RT 4.0.5 - RT couldn't connect to database In-Reply-To: References: Message-ID: <1350423521.3304.98.camel@umgah.localdomain> On Tue, 2012-10-16 at 20:55 +0000, Mike James wrote: > Fresh install of Centos 6.3, fully patched. Added the postgresql repo > and installed posgresql-9.2.1. RT 4.0.5 is config?d and looks ready to > go. Just one last problem? I suspect SELinux shenanigans. Try disabling SELinux and trying again. - Alex From mjames at profitpoint.com Tue Oct 16 17:56:49 2012 From: mjames at profitpoint.com (Mike James) Date: Tue, 16 Oct 2012 21:56:49 +0000 Subject: [rt-users] postgres 9.2.1, RT 4.0.5 - RT couldn't connect to database In-Reply-To: <1350423118.2169.17.camel@vulagi1.etc.gen.nz> References: <1350423118.2169.17.camel@vulagi1.etc.gen.nz> Message-ID: Haha, it's nice to have a laugh after beating my head against this most of the pm. Well, I ran "make initialize-database" and it completed successfully. The rt4 database exists, as does rt_user. If I su to rt_user, I can do this: [root at tracker ~]# su -l rt_user [rt_user at tracker ~]$ psql -d rt4 -U rt_user psql (9.2.1) Type "help" for help. rt4=> \q As the postgres user, I GRANT'ed ALL PRIVILEGES ON DATABASE rt4 TO rt_user; But apache still won't start :) -----Original Message----- From: Graeme Ruthven [mailto:graeme at kula.co.nz] Sent: Tuesday, October 16, 2012 5:32 PM To: rt-users at lists.bestpractical.com Cc: rt-users at lists.bestpractical.com; Mike James Subject: Re: [rt-users] postgres 9.2.1, RT 4.0.5 - RT couldn't connect to database On Tue, 2012-10-16 at 20:55 +0000, Mike James wrote: At the risk of teaching my grandmother to suck eggs, have you: - created the PosetrgreSQL database rt4 - created the user rt_user and granted rights to rt4 - updated pg_hba.conf to suit? - tested with "psql -u rt_user rt4"? Regards Graeme From mjames at profitpoint.com Tue Oct 16 17:59:59 2012 From: mjames at profitpoint.com (Mike James) Date: Tue, 16 Oct 2012 21:59:59 +0000 Subject: [rt-users] SOLVED postgres 9.2.1, RT 4.0.5 - RT couldn't connect to database Message-ID: Great, that's the answer! Thanks! -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Vandiver Sent: Tuesday, October 16, 2012 5:39 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] postgres 9.2.1, RT 4.0.5 - RT couldn't connect to database On Tue, 2012-10-16 at 20:55 +0000, Mike James wrote: > Fresh install of Centos 6.3, fully patched. Added the postgresql repo > and installed posgresql-9.2.1. RT 4.0.5 is config?d and looks ready to > go. Just one last problem? I suspect SELinux shenanigans. Try disabling SELinux and trying again. - Alex -------- Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs From ptomblin at xcski.com Tue Oct 16 20:47:30 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Tue, 16 Oct 2012 20:47:30 -0400 Subject: [rt-users] postgres 9.2.1, RT 4.0.5 - RT couldn't connect to database In-Reply-To: References: <1350423118.2169.17.camel@vulagi1.etc.gen.nz> Message-ID: On Tue, Oct 16, 2012 at 5:56 PM, Mike James wrote: > > [root at tracker ~]# su -l rt_user > [rt_user at tracker ~]$ psql -d rt4 -U rt_user > psql (9.2.1) > Type "help" for help. > How about if you try psql -H localhost -U rt_user rt4 That will tell you if you've configured postgres to accept tcp/ip connections (as well as the default unix domain sockets). -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From AlexYoung at HousingPartners.co.uk Wed Oct 17 06:21:15 2012 From: AlexYoung at HousingPartners.co.uk (Alex Young) Date: Wed, 17 Oct 2012 11:21:15 +0100 Subject: [rt-users] time worked etc display in hours by default? Message-ID: <930F3731A784414087B33E439A5556347E2566@s-wor-e-001.SCOUTSOFFICE.local> Seems displaying the Time Worked field and Time Estimated field on the search results always displays it in minutes in 4.0.5. Does anyone else see this behaviour or is it something wrong with our local RT install? Time Left works correctly, showing hours/weeks etc. Also, is it possible to just display in hours, rather than weeks? As a week to us is 5 days, 9am-5pm the weeks aren't really relevant. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Young Sent: 16 October 2012 16:49 To: rt-users at lists.bestpractical.com Subject: [rt-users] time worked etc display in hours by default? Is it possible to set all times to display in hours, rather than minutes? We have some tickets with thousands of minutes each, and it would be much more useful to see search results as hours. Any idea if it's possible in RT 4.0.5? A search hasn't turned up anything useful. Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From joop_boonen at web.de Wed Oct 17 07:56:47 2012 From: joop_boonen at web.de (Joop Boonen) Date: Wed, 17 Oct 2012 13:56:47 +0200 Subject: [rt-users] ServiceBusinessHours issue with more then one definition. Message-ID: <0e9bcc2c8d171fc0a42ff0a639180134@www.boonen.name> Hi all, I'm trying to set up ServiceBusinessHours. For some reason it doesn't seem to work, when I have more definitions. Is seems to only use the Default. Set( %ServiceBusinessHours, 'Default' => { 1 => { Name => 'Monday', Start => '9:00', End => '18:00' }, 2 => { Name => 'Tuesday', Start => '9:00', End => '18:00' }, holidays => [qw(2012-10-22 2012-10-23 2012-10-29)], }, 'DEF1' => { 1 => { Name => 'Monday', Start => '9:00', End => '17:30' }, 2 => { Name => 'Tuesday', Start => '9:00', End => '17:30' }, 3 => { Name => 'Wednesday', Start => '9:00', End => '17:30' }, holidays => [qw(2012-10-22 2012-10-24 2012-10-29)], }, 'DEF2' => { 1 => { Name => 'Monday', Start => '9:00', End => '13:30' }, 2 => { Name => 'Tuesday', Start => '9:00', End => '13:30' }, 3 => { Name => 'Wednesday', Start => '9:00', End => '13:30' }, holidays => [qw(2012-10-21 2012-10-24 2012-10-29)], }, ); In the CPAN file on http://search.cpan.org/~tsibley/RT-Extension-SLA-0.07/lib/RT/Extension/SLA.pm#Configuring_business_hours I cant find where the keywords, in my case DEF1, DEF2, etc reference to. I assume it's to a group. I want to accomplish the following. To have more ServiceBusinessHours settings, for different countries with different timezones, holidays and business hours. I'm using Request Tracker 4.0.6 and RT-Extension-SLA-0.07. Regards, Joop. From ktm at rice.edu Wed Oct 17 09:17:05 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Wed, 17 Oct 2012 08:17:05 -0500 Subject: [rt-users] SOLVED postgres 9.2.1, RT 4.0.5 - RT couldn't connect to database In-Reply-To: References: Message-ID: <20121017131705.GV1583@aart.rice.edu> Or better yet, update your SELinux rules to allow it to work properly. Cheers, Ken On Tue, Oct 16, 2012 at 09:59:59PM +0000, Mike James wrote: > Great, that's the answer! Thanks! > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Vandiver > Sent: Tuesday, October 16, 2012 5:39 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] postgres 9.2.1, RT 4.0.5 - RT couldn't connect to database > > On Tue, 2012-10-16 at 20:55 +0000, Mike James wrote: > > Fresh install of Centos 6.3, fully patched. Added the postgresql repo > > and installed posgresql-9.2.1. RT 4.0.5 is config?d and looks ready to > > go. Just one last problem? > > I suspect SELinux shenanigans. Try disabling SELinux and trying again. > - Alex > > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs From mjames at profitpoint.com Wed Oct 17 10:26:07 2012 From: mjames at profitpoint.com (Mike James) Date: Wed, 17 Oct 2012 14:26:07 +0000 Subject: [rt-users] SOLVED postgres 9.2.1, RT 4.0.5 - RT couldn't connect to database In-Reply-To: <20121017131705.GV1583@aart.rice.edu> References: <20121017131705.GV1583@aart.rice.edu> Message-ID: I'm no expert with SELinux - but I agree this is the better answer. I'll see if I can figure out how to do it. Thx. -----Original Message----- From: ktm at rice.edu [mailto:ktm at rice.edu] Sent: Wednesday, October 17, 2012 9:17 AM To: Mike James Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] SOLVED postgres 9.2.1, RT 4.0.5 - RT couldn't connect to database Or better yet, update your SELinux rules to allow it to work properly. Cheers, Ken On Tue, Oct 16, 2012 at 09:59:59PM +0000, Mike James wrote: > Great, that's the answer! Thanks! > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex > Vandiver > Sent: Tuesday, October 16, 2012 5:39 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] postgres 9.2.1, RT 4.0.5 - RT couldn't connect > to database > > On Tue, 2012-10-16 at 20:55 +0000, Mike James wrote: > > Fresh install of Centos 6.3, fully patched. Added the postgresql > > repo and installed posgresql-9.2.1. RT 4.0.5 is config?d and looks > > ready to go. Just one last problem? > > I suspect SELinux shenanigans. Try disabling SELinux and trying again. > - Alex > > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs From trs at bestpractical.com Wed Oct 17 12:45:32 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 17 Oct 2012 09:45:32 -0700 Subject: [rt-users] ServiceBusinessHours issue with more then one definition. In-Reply-To: <0e9bcc2c8d171fc0a42ff0a639180134@www.boonen.name> References: <0e9bcc2c8d171fc0a42ff0a639180134@www.boonen.name> Message-ID: <507EE0AC.2080708@bestpractical.com> On 10/17/2012 04:56 AM, Joop Boonen wrote: > In the CPAN file on > http://search.cpan.org/~tsibley/RT-Extension-SLA-0.07/lib/RT/Extension/SLA.pm#Configuring_business_hours > > I cant find where the keywords, in my case DEF1, DEF2, etc reference to. > I assume it's to a group. Not groups but queues. If you start reading at the top of the Configuration setting, it mentions queues, but perhaps not as prominently as it could: https://metacpan.org/module/RT::Extension::SLA#CONFIGURATION From alex at darkdna.net Wed Oct 17 14:57:18 2012 From: alex at darkdna.net (Alex Hanselka) Date: Wed, 17 Oct 2012 13:57:18 -0500 Subject: [rt-users] spawn-fcgi and rt-server.fcgi fail Message-ID: <4b3a46254c09193cca37ffcb04184dbe@darkdna.net> Hi guys! I've searched the googles and found a similar issue but the result didn't work. When I try to run spawn-fcgi it fails with exit code 255. If I try to run rt-server.fcgi with the --port option, it says that the port is in use no matter the port I choose. The similar issue I found on the mailing list turned out to be a permissions problem but all my permissions appear to be correct on /opt/rt4/var/mason_data. The spawn-fcgi command I used was "spawn-fcgi -u nginx -g nginx -a 127.0.0.2 -p 9090 -- /opt/rt4/sbin/rt-server.fcgi". If I run rt-server it works just fine. The log file set to debug gives little useful information, specifically it only complains about the AddressRegex that I am not ready to set yet. Any ideas? Thank you very much. Alex From mjames at profitpoint.com Wed Oct 17 16:10:21 2012 From: mjames at profitpoint.com (Mike James) Date: Wed, 17 Oct 2012 20:10:21 +0000 Subject: [rt-users] spawn-fcgi and rt-server.fcgi fail In-Reply-To: <4b3a46254c09193cca37ffcb04184dbe@darkdna.net> References: <4b3a46254c09193cca37ffcb04184dbe@darkdna.net> Message-ID: The usual questions - what os, version of RT? Suggestions that worked for me this week - see if SELinux is blocking, make sure owner on the mason-data folder and contents is set to your web server owner's account. Test with a browser on the localhost, check your firewall iptables. Mike -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Hanselka Sent: Wednesday, October 17, 2012 2:57 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] spawn-fcgi and rt-server.fcgi fail Hi guys! I've searched the googles and found a similar issue but the result didn't work. When I try to run spawn-fcgi it fails with exit code 255. If I try to run rt-server.fcgi with the --port option, it says that the port is in use no matter the port I choose. The similar issue I found on the mailing list turned out to be a permissions problem but all my permissions appear to be correct on /opt/rt4/var/mason_data. The spawn-fcgi command I used was "spawn-fcgi -u nginx -g nginx -a 127.0.0.2 -p 9090 -- /opt/rt4/sbin/rt-server.fcgi". If I run rt-server it works just fine. The log file set to debug gives little useful information, specifically it only complains about the AddressRegex that I am not ready to set yet. Any ideas? Thank you very much. Alex -------- Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs From alex at darkdna.net Wed Oct 17 16:21:21 2012 From: alex at darkdna.net (Alex Hanselka) Date: Wed, 17 Oct 2012 15:21:21 -0500 Subject: [rt-users] spawn-fcgi and rt-server.fcgi fail In-Reply-To: References: <4b3a46254c09193cca37ffcb04184dbe@darkdna.net> Message-ID: <84dd294aec2d31edc90cecf7379790e5@darkdna.net> Hi, Ah I should have included this in the first place! I am using Scientific Linux 6.3 (RHEL repack thing) and the latest RT, 4.0.7. SELinux is disabled in this case. The owner and group of mason-data is set to my webserver user. rt-server runs fine but rt-server.fcgi refuses to start regardless of port. Is there anywhere other than mason-data where I should check permissions? Also, I should add that my webserver user is in the rt group as suggested in the security doc. Alex On 2012-10-17 15:10, Mike James wrote: > The usual questions - what os, version of RT? Suggestions that > worked for me this week - see if SELinux is blocking, make sure owner > on the mason-data folder and contents is set to your web server > owner's account. Test with a browser on the localhost, check your > firewall iptables. > > Mike > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex > Hanselka > Sent: Wednesday, October 17, 2012 2:57 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] spawn-fcgi and rt-server.fcgi fail > > Hi guys! > > I've searched the googles and found a similar issue but the result > didn't work. When I try to run spawn-fcgi it fails with exit code > 255. > If I try to run rt-server.fcgi with the --port option, it says that > the port is in use no matter the port I choose. The similar issue I > found on the mailing list turned out to be a permissions problem but > all my permissions appear to be correct on /opt/rt4/var/mason_data. > The spawn-fcgi command I used was "spawn-fcgi -u nginx -g nginx -a > 127.0.0.2 -p 9090 -- /opt/rt4/sbin/rt-server.fcgi". If I run > rt-server it works just fine. The log file set to debug gives little > useful information, specifically it only complains about the > AddressRegex that I am not ready to set yet. Any ideas? > > Thank you very much. > > Alex > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs From minhtue86 at yahoo.com Wed Oct 17 16:45:15 2012 From: minhtue86 at yahoo.com (Tue Minh) Date: Wed, 17 Oct 2012 13:45:15 -0700 (PDT) Subject: [rt-users] RT ticket stuck in on_hold status In-Reply-To: <1350505163.20131.YahooMailNeo@web162401.mail.bf1.yahoo.com> References: <1350505085.79458.YahooMailNeo@web162406.mail.bf1.yahoo.com> <1350505163.20131.YahooMailNeo@web162401.mail.bf1.yahoo.com> Message-ID: <1350506715.98233.YahooMailNeo@web162406.mail.bf1.yahoo.com> Hi Sir/Madam, we are using RT system for our test request tracking purposes. We have a ticket that was created, resolved and then put on hold. However, after this ticket is put on hold, we are unable to changed the ticket to any other status. could you please help me with some guildance on what the issue may possibly be? (screenshot attached) Thanks! Luke -------------- next part -------------- An HTML attachment was scrubbed... URL: From blkline at attglobal.net Wed Oct 17 17:43:19 2012 From: blkline at attglobal.net (Barry L. Kline) Date: Wed, 17 Oct 2012 17:43:19 -0400 Subject: [rt-users] SOLVED postgres 9.2.1, RT 4.0.5 - RT couldn't connect to database In-Reply-To: References: <20121017131705.GV1583@aart.rice.edu> Message-ID: <507F2677.9080006@attglobal.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 10/17/2012 10:26 AM, Mike James wrote: > I'm no expert with SELinux - but I agree this is the better answer. > I'll see if I can figure out how to do it. Thx. I believe you're going to need to set one or more of the selinux booleans. Try: setsebool httpd_can_network_connect_db true If that fixes the problem, then to make that persist across boots do: setsebool -P httpd_can_network_connect_db true You may also need to set httpd_can_network_connect to true as well. Barry -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.5 (GNU/Linux) iD8DBQFQfyZ3CFu3bIiwtTARArYdAJ0QyPLXShjOZxJkX4DRqCJjkz92swCeKyAG jdH7TO/xm7HqynwG4W7YlAA= =eYYK -----END PGP SIGNATURE----- From joop_boonen at web.de Wed Oct 17 17:58:16 2012 From: joop_boonen at web.de (Joop Boonen) Date: Wed, 17 Oct 2012 23:58:16 +0200 Subject: [rt-users] ServiceBusinessHours issue with more then one definition. In-Reply-To: <507EE0AC.2080708@bestpractical.com> References: <0e9bcc2c8d171fc0a42ff0a639180134@www.boonen.name> <507EE0AC.2080708@bestpractical.com> Message-ID: <662cfee11a660baf41d05f46604580a4@www.boonen.name> On 2012-10-17 18:45, Thomas Sibley wrote: > On 10/17/2012 04:56 AM, Joop Boonen wrote: >> In the CPAN file on >> >> http://search.cpan.org/~tsibley/RT-Extension-SLA-0.07/lib/RT/Extension/SLA.pm#Configuring_business_hours >> >> I cant find where the keywords, in my case DEF1, DEF2, etc reference >> to. >> I assume it's to a group. > > Not groups but queues. If you start reading at the top of the > Configuration setting, it mentions queues, but perhaps not as > prominently as it could: > > https://metacpan.org/module/RT::Extension::SLA#CONFIGURATION > I tested it against queues but it doesn't seem to work. Maybe my configuration isn't correct. This is a test configuration. > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs Regards, Joop. From kenn.crocker at gmail.com Wed Oct 17 22:01:30 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Wed, 17 Oct 2012 19:01:30 -0700 Subject: [rt-users] RT ticket stuck in on_hold status In-Reply-To: <1350506715.98233.YahooMailNeo@web162406.mail.bf1.yahoo.com> References: <1350505085.79458.YahooMailNeo@web162406.mail.bf1.yahoo.com> <1350505163.20131.YahooMailNeo@web162401.mail.bf1.yahoo.com> <1350506715.98233.YahooMailNeo@web162406.mail.bf1.yahoo.com> Message-ID: Tue, What is RT doing? A description of how it acts, like error messages, etc. would be helpful. Kenn On Wed, Oct 17, 2012 at 1:45 PM, Tue Minh wrote: > > Hi Sir/Madam, > > we are using RT system for our test request tracking purposes. We have a > ticket that was created, resolved and then put on hold. However, after this > ticket is put on hold, we are unable to changed the ticket to any other > status. > > could you please help me with some guildance on what the issue may > possibly be? (screenshot attached) > > Thanks! > Luke > > > > > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Wed Oct 17 22:10:50 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Wed, 17 Oct 2012 19:10:50 -0700 Subject: [rt-users] time worked etc display in hours by default? In-Reply-To: <930F3731A784414087B33E439A5556347E2566@s-wor-e-001.SCOUTSOFFICE.local> References: <930F3731A784414087B33E439A5556347E2566@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: Alex, I had a customer that wanted all time recorded in man days. An entry of 1 would = 1 day (8 hours) and an entry of 1.5 would = 12 hours or 1.5 days. To get this to happen for all search results and displays, I had to change the Database to define all the time fields to have 3 decimal postions to the right of the whole number (i.e. 999.999) where 1.125 would be the same as 1 day and 1 hour or 9 hours. Then, I changed all the html to remove the drop-down for hours, etc. and replace it with a literal of "TIme is in days, where .125 = 1 hour". So the users would know that their entries were for days with decimal positions for hours. That display had to be changed in all entry and update displays for the time fields. I'm not sure if you want to go to that extent. It is my understanding that RT has a drop-down for entry, but all time is stored in minutes, which was why I had to modify the Database. Hope this helps. Kenn On Wed, Oct 17, 2012 at 3:21 AM, Alex Young wrote: > Seems displaying the Time Worked field and Time Estimated field on the > search results always displays it in minutes in 4.0.5. Does anyone else see > this behaviour or is it something wrong with our local RT install?**** > > ** ** > > Time Left works correctly, showing hours/weeks etc.**** > > ** ** > > Also, is it possible to just display in hours, rather than weeks? As a > week to us is 5 days, 9am-5pm the weeks aren?t really relevant. **** > > ** ** > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Alex Young > *Sent:* 16 October 2012 16:49 > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] time worked etc display in hours by default?**** > > ** ** > > Is it possible to set all times to display in hours, rather than minutes? > We have some tickets with thousands of minutes each, and it would be much > more useful to see search results as hours. Any idea if it?s possible in RT > 4.0.5?**** > > ** ** > > A search hasn?t turned up anything useful.**** > > ** ** > > Thanks.**** > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From chrisherrmann7 at gmail.com Wed Oct 17 23:01:19 2012 From: chrisherrmann7 at gmail.com (Chris Herrmann) Date: Thu, 18 Oct 2012 14:01:19 +1100 Subject: [rt-users] summing time per queue Message-ID: Hi all, Is it possible to use ticket sql to sum a list of tickets by queue? I.e. is there an equivalent to the SQL SUM and Group by construct? Thanks, Chris From tjrc at sanger.ac.uk Thu Oct 18 04:23:25 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Thu, 18 Oct 2012 09:23:25 +0100 Subject: [rt-users] RT ticket stuck in on_hold status In-Reply-To: <1350506715.98233.YahooMailNeo@web162406.mail.bf1.yahoo.com> References: <1350505085.79458.YahooMailNeo@web162406.mail.bf1.yahoo.com> <1350505163.20131.YahooMailNeo@web162401.mail.bf1.yahoo.com> <1350506715.98233.YahooMailNeo@web162406.mail.bf1.yahoo.com> Message-ID: On 17 Oct 2012, at 21:45, Tue Minh wrote: > could you please help me with some guildance on what the issue may possibly be? (screenshot attached) > on_hold isn't a standard status, so presumably this has been added by modifying the Lifecycle configuration. It sounds like the Lifecycle hasn't been set up quite correctly. In particular, look at the 'transitions' section of the Lifecycle definition, which tells RT which transitions are allowed. I suspect that you didn't put a transitions entry in place for your on_hold status. 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 AlexYoung at HousingPartners.co.uk Thu Oct 18 06:26:24 2012 From: AlexYoung at HousingPartners.co.uk (Alex Young) Date: Thu, 18 Oct 2012 11:26:24 +0100 Subject: [rt-users] time worked etc display in hours by default? In-Reply-To: References: <930F3731A784414087B33E439A5556347E2566@s-wor-e-001.SCOUTSOFFICE.local> Message-ID: <930F3731A784414087B33E439A5556347E2799@s-wor-e-001.SCOUTSOFFICE.local> Thanks Ken, Did you also find that only the one field ever shows in days/weeks, and all the other time fields show in minutes on the search results page too? Might just look at changing the search results page to display in hours, but the above problem would still be a concern. Thanks, Alex From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 18 October 2012 03:11 To: RT User List Subject: Re: [rt-users] time worked etc display in hours by default? Alex, I had a customer that wanted all time recorded in man days. An entry of 1 would = 1 day (8 hours) and an entry of 1.5 would = 12 hours or 1.5 days. To get this to happen for all search results and displays, I had to change the Database to define all the time fields to have 3 decimal postions to the right of the whole number (i.e. 999.999) where 1.125 would be the same as 1 day and 1 hour or 9 hours. Then, I changed all the html to remove the drop-down for hours, etc. and replace it with a literal of "TIme is in days, where .125 = 1 hour". So the users would know that their entries were for days with decimal positions for hours. That display had to be changed in all entry and update displays for the time fields. I'm not sure if you want to go to that extent. It is my understanding that RT has a drop-down for entry, but all time is stored in minutes, which was why I had to modify the Database. Hope this helps. Kenn On Wed, Oct 17, 2012 at 3:21 AM, Alex Young wrote: Seems displaying the Time Worked field and Time Estimated field on the search results always displays it in minutes in 4.0.5. Does anyone else see this behaviour or is it something wrong with our local RT install? Time Left works correctly, showing hours/weeks etc. Also, is it possible to just display in hours, rather than weeks? As a week to us is 5 days, 9am-5pm the weeks aren't really relevant. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Young Sent: 16 October 2012 16:49 To: rt-users at lists.bestpractical.com Subject: [rt-users] time worked etc display in hours by default? Is it possible to set all times to display in hours, rather than minutes? We have some tickets with thousands of minutes each, and it would be much more useful to see search results as hours. Any idea if it's possible in RT 4.0.5? A search hasn't turned up anything useful. Thanks. -------- Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs -------------- next part -------------- An HTML attachment was scrubbed... URL: From me at payam124.com Thu Oct 18 07:25:23 2012 From: me at payam124.com (Payam Poursaied) Date: Thu, 18 Oct 2012 14:55:23 +0330 Subject: [rt-users] Serious problem with mime/html format email containing attachments In-Reply-To: <507D92AC.7030903@bestpractical.com> References: <0b2f01cdabbc$89d26200$9d772600$@payam124.com> <507D92AC.7030903@bestpractical.com> Message-ID: <14b001cdad23$43cb9b10$cb62d130$@payam124.com> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley > Sent: Tuesday, October 16, 2012 8:30 PM > > On 10/16/2012 09:37 AM, Payam Poursaied wrote: > > We have a serious problem with rt 3.8.8. I have created and HTML > > template for auto reply as you could see below. When I send HTML > > email, I got the autoreply in a good way, i.e. I got an HTML email as > > same as what I sent to RT. But if there is any attachment, I will get > > plain text email! > > I believe, but am not certain, that this is related to the > "multipart/related" MIME type in your "2-request-with-attach.eml" and is > fixed in the 4.0 series of RT. > > You could spin up a 4.0 test instance somewhere to try it out. > Hi Thomas I tried 4.0.7 a few minutes ago. Unfortunately the result is as same as 3.8.8 From juanjillo at gmail.com Thu Oct 18 10:58:34 2012 From: juanjillo at gmail.com (Juanjo) Date: Thu, 18 Oct 2012 16:58:34 +0200 Subject: [rt-users] Change text in tickts using database Message-ID: Hi, I have to change some test inside the tickets directly on database. I don?t find where are the comments, or the emails body that we send to rt or create trought web. Could you tell me what table and what comun have this data?? Thanks. -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From mark at good-stuff.co.uk Thu Oct 18 11:14:03 2012 From: mark at good-stuff.co.uk (Mark Goodge) Date: Thu, 18 Oct 2012 16:14:03 +0100 Subject: [rt-users] Change text in tickts using database In-Reply-To: References: Message-ID: <50801CBB.1090105@good-stuff.co.uk> On 18/10/2012 15:58, Juanjo wrote: > Hi, > > I have to change some test inside the tickets directly on database. > > I don?t find where are the comments, or the emails body that we send to > rt or create trought web. > > Could you tell me what table and what comun have this data?? It's in the Content field in the Attachments table. This is keyed to the Transactions table via TransactionId, and the Transactions table in turn is keyed to the Tickets table via ObjectId. Note that the Content field in Attachments has a LONGBLOB data type, and will also contain binary data where relevant (eg, an image attachment). So be careful when editing it, as you can easily create problems for yourself! The table has a ContentType field which will tell you what kind of data is inside Content. (Disclaimer: the above relates to RT v 3. It may be different for other versions). Mark -- Sent from my Turing-Flowers Colossus http://mark.goodge.co.uk From tjrc at sanger.ac.uk Thu Oct 18 15:41:23 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Thu, 18 Oct 2012 20:41:23 +0100 Subject: [rt-users] Change text in tickts using database In-Reply-To: References: Message-ID: On 18 Oct 2012, at 15:58, Juanjo wrote: > Hi, > > I have to change some test inside the tickets directly on database. > > I don?t find where are the comments, or the emails body that we send to rt or create trought web. > > Could you tell me what table and what comun have this data?? The Attachments table contains most of it. Each ticket in the Tickets table has one or more transactions in the Transactions table, and each transaction can have zero or more attachments in the Attachments table, depending on the kind of transaction. 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 balint.bekeny at docca.hu Thu Oct 18 16:34:21 2012 From: balint.bekeny at docca.hu (=?UTF-8?B?QsOBTElOVCBCZWvDqW55?=) Date: Thu, 18 Oct 2012 22:34:21 +0200 Subject: [rt-users] filename is "untitled" instead of the real name Message-ID: Hi All, Some of our users who use Outlook reported that if they forward a mail into RT the attached files' names disappear. I attached a sample mail source (unrelevant lines are removed). Is it simply a bug they found or a known bug or settings problem of our RT, or ... ? Thanks, -- Bekeny Balint Docca OurSource IT Ltd. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: mail3.src Type: application/x-wais-source Size: 1284 bytes Desc: not available URL: From tom.robinson at motec.com.au Thu Oct 18 18:35:48 2012 From: tom.robinson at motec.com.au (Tom Robinson) Date: Fri, 19 Oct 2012 09:35:48 +1100 Subject: [rt-users] Command by Mail CC and AddCC for new users In-Reply-To: <20121016133509.GD22310@jibsheet.com> References: <50722392.9050205@motec.com.au> <20121016133509.GD22310@jibsheet.com> Message-ID: <50808444.3010208@motec.com.au> On 17/10/12 00:35, Kevin Falcone wrote: > On Mon, Oct 08, 2012 at 11:51:30AM +1100, Tom Robinson wrote: >> It looks as if the Command by Mail commands CC: and AddCC: can only be used for existing users. Is >> this configurable so that non-existing users may be added automatically using the command by mail >> commands? > It isn't configurable, but it would certainly be possible to patch it > so that if the user isn't found, it just calls AddWatcher with the > Email argument instead of the PrincipalId argument. > Thanks Kevin. With my limited experience with RT, are you implying I write some sort of scrip or actually patch the code somehow? Where would I begin with that sort of customisation? -- Tom Robinson System Administrator MoTeC Pty Ltd 121 Merrindale Drive Croydon South 3136 Victoria Australia T: +61 3 9761 5050 F: +61 3 9761 5051 E: tom.robinson at motec.com.au -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 250 bytes Desc: OpenPGP digital signature URL: From juanjillo at gmail.com Fri Oct 19 03:00:51 2012 From: juanjillo at gmail.com (Juanjo) Date: Fri, 19 Oct 2012 09:00:51 +0200 Subject: [rt-users] Change text in tickts using database In-Reply-To: References: Message-ID: Thanks. But i don?t see the email content, only see the headers. I?m looking to change the content of the messages. I see in the attachments tab, a column called content, but says (trough phpMyAdmin) Binary Not Edit!! Regards. 2012/10/18 Tim Cutts > > On 18 Oct 2012, at 15:58, Juanjo wrote: > > > Hi, > > > > I have to change some test inside the tickets directly on database. > > > > I don?t find where are the comments, or the emails body that we send to > rt or create trought web. > > > > Could you tell me what table and what comun have this data?? > > The Attachments table contains most of it. > > Each ticket in the Tickets table has one or more transactions in the > Transactions table, and each transaction can have zero or more attachments > in the Attachments table, depending on the kind of transaction. > > Tim > > -- > The Wellcome Trust Sanger Institute is operated by Genome Research > Limited, a charity registered in England with number 1021457 and a > company registered in England with number 2742969, whose registered > office is 215 Euston Road, London, NW1 2BE. > -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From mark at good-stuff.co.uk Fri Oct 19 04:22:59 2012 From: mark at good-stuff.co.uk (Mark Goodge) Date: Fri, 19 Oct 2012 09:22:59 +0100 Subject: [rt-users] Change text in tickts using database In-Reply-To: References: Message-ID: <50810DE3.8070107@good-stuff.co.uk> On 19/10/2012 08:00, Juanjo wrote: > Thanks. > > But i don?t see the email content, only see the headers. > > I?m looking to change the content of the messages. > > I see in the attachments tab, a column called content, but says (trough > phpMyAdmin) Binary Not Edit!! That's because (as I said in my previous reply), it's a LONGBLOB data type as it can also contain images and other forms of attachments. However, when the content is text (either text/plain or text/html) it's perfectly possible to edit it. If you browse the Attachments table using phpMyAdmin and select "Full texts" and "Show BLOB contents" in the options, you will be able to view the contents of the Content column without any problems. You can also see the contents of that field if you view the table using MySQL on the command line. You will, however, need to use a tool other than phpMyAdmin to edit it, as phpMyAdmin won't allow direct editing of a binary column. There may be other MySQL administration packages that will do it, although I'm not able to recommend one as I'm only familiar with phpMyAdmin. Personally, I would write my own interface to do it using the scripting language of my choice. However, if you're not familiar enough with MySQL in general to be able to use it without phpMyAdmin (eg, via the command line or from a scripted interface), then you are not yet experienced or knowledgeable to be editing tickets in RT directly on the database. That sort of thing requires a reasonably advanced level of MySQL ability, and if your only exposure to MySQL is through an intermediary administration tool like phpMyAdmin then you are not at that level. Mark From tjrc at sanger.ac.uk Fri Oct 19 04:29:14 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Fri, 19 Oct 2012 09:29:14 +0100 Subject: [rt-users] Change text in tickts using database In-Reply-To: References: Message-ID: <2B662A91-A7FE-44F3-87F7-D659A2B595E4@sanger.ac.uk> On 19 Oct 2012, at 08:00, Juanjo wrote: > Thanks. > > But i don?t see the email content, only see the headers. > > I?m looking to change the content of the messages. > > I see in the attachments tab, a column called content, but says (trough phpMyAdmin) Binary Not Edit!! You certainly can edit them with the mysql command line client, but I wouldn't advise it. Why do you need to edit them anyway? Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From juanjillo at gmail.com Fri Oct 19 04:41:48 2012 From: juanjillo at gmail.com (Juanjo) Date: Fri, 19 Oct 2012 10:41:48 +0200 Subject: [rt-users] Change text in tickts using database In-Reply-To: <2B662A91-A7FE-44F3-87F7-D659A2B595E4@sanger.ac.uk> References: <2B662A91-A7FE-44F3-87F7-D659A2B595E4@sanger.ac.uk> Message-ID: I need edit to change some characterset. I migrate from mysql to postgresql. And some local character (spaniard character) text are now showhing proper. I wan?t to mantain the Actually encondig and Collate. To make that, i think that is enought to only change a string like ?? to my spaniard character. Run this sctipt on the rtdb database using pgAdmin 3. update attachments set content = replace(content, '??', '?') Regards. 2012/10/19 Tim Cutts > > On 19 Oct 2012, at 08:00, Juanjo wrote: > > > Thanks. > > > > But i don?t see the email content, only see the headers. > > > > I?m looking to change the content of the messages. > > > > I see in the attachments tab, a column called content, but says (trough > phpMyAdmin) Binary Not Edit!! > > You certainly can edit them with the mysql command line client, but I > wouldn't advise it. Why do you need to edit them anyway? > > Tim > > -- > The Wellcome Trust Sanger Institute is operated by Genome Research > Limited, a charity registered in England with number 1021457 and a > company registered in England with number 2742969, whose registered > office is 215 Euston Road, London, NW1 2BE. > -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From Albert.Shih at obspm.fr Fri Oct 19 10:40:37 2012 From: Albert.Shih at obspm.fr (Albert Shih) Date: Fri, 19 Oct 2012 16:40:37 +0200 Subject: [rt-users] Size of the database. Message-ID: <20121019144037.GA95166@pcjas.obspm.fr> Hi all, When I start RT I make a big mistake, I choose mysql as database (instead postgresql). I loose the feature to search inside of the ticket. But well it's the past. I knwon it's very hard to change the database. As it's very hard to decide if I should break everything and make a new RT+postgresql. What I understand more the size of the database grow up more it's better to run postgresql instead of mysql. I would like to known what size of mysql do you have. From what size I shouldn't use mysql ? When I say mysql I mean ?one standard? not some clustering/load-balancing installation. 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: ven 19 oct 2012 16:32:42 CEST From falcone at bestpractical.com Fri Oct 19 10:56:52 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 19 Oct 2012 10:56:52 -0400 Subject: [rt-users] summing time per queue In-Reply-To: References: Message-ID: <20121019145652.GF22310@jibsheet.com> On Thu, Oct 18, 2012 at 02:01:19PM +1100, Chris Herrmann wrote: > Is it possible to use ticket sql to sum a list of tickets by queue? > I.e. is there an equivalent to the SQL SUM and Group by construct? You can't do it from TicketSQL, but you can do it using the perl code that RT's charts use. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From tjrc at sanger.ac.uk Fri Oct 19 10:57:35 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Fri, 19 Oct 2012 15:57:35 +0100 Subject: [rt-users] Size of the database. In-Reply-To: <20121019144037.GA95166@pcjas.obspm.fr> References: <20121019144037.GA95166@pcjas.obspm.fr> Message-ID: On 19 Oct 2012, at 15:40, Albert Shih wrote: > Hi all, > > When I start RT I make a big mistake, I choose mysql as database (instead > postgresql). I loose the feature to search inside of the ticket. But well > it's the past. You can implement full text searches by using Sphinx. It's a bit of a faff, but it can be made to work. I have it working here. And presumably we'll be able to do it without Sphinx once RT works properly with MySQL 5.6, so don't despair. > I knwon it's very hard to change the database. As it's very hard to decide if > I should break everything and make a new RT+postgresql. > > What I understand more the size of the database grow up more it's better to > run postgresql instead of mysql. > > I would like to known what size of mysql do you have. From what size I > shouldn't use mysql ? > > When I say mysql I mean ?one standard? not some clustering/load-balancing installation. I haven't seen a problem here yet, and I'm running MySQL 5.1 and Sphinx 2.0.5 on a VM with 16GB of RAM and 2 virtual CPUs. Database size is 300,000 tickets, about 33GB on disk. I run the RT web interface on a separate VM. Like you, I wish I'd chosen Postgres instead, but I've tried migrating and it's just too painful. I'm betting on MySQL 5.6 fixing a lot of the performance issues, and giving us proper full text searches into the bargain. Fingers crossed. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From falcone at bestpractical.com Fri Oct 19 11:27:18 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 19 Oct 2012 11:27:18 -0400 Subject: [rt-users] Command by Mail CC and AddCC for new users In-Reply-To: <50808444.3010208@motec.com.au> References: <50722392.9050205@motec.com.au> <20121016133509.GD22310@jibsheet.com> <50808444.3010208@motec.com.au> Message-ID: <20121019152718.GG22310@jibsheet.com> On Fri, Oct 19, 2012 at 09:35:48AM +1100, Tom Robinson wrote: > On 17/10/12 00:35, Kevin Falcone wrote: > > On Mon, Oct 08, 2012 at 11:51:30AM +1100, Tom Robinson wrote: > >> It looks as if the Command by Mail commands CC: and AddCC: can only be used for existing users. Is > >> this configurable so that non-existing users may be added automatically using the command by mail > >> commands? > > It isn't configurable, but it would certainly be possible to patch it > > so that if the user isn't found, it just calls AddWatcher with the > > Email argument instead of the PrincipalId argument. > > > Thanks Kevin. With my limited experience with RT, are you implying I write some sort of scrip or > actually patch the code somehow? Where would I begin with that sort of customisation? This would require patching the RT-Extension-CommandByMail extension. You can search it's codebase for AddWatcher and compare the variant it uses to the documented arguments here: http://bestpractical.com/rt/docs/latest/RT/Ticket.html#AddWatcher -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Oct 19 11:36:53 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 19 Oct 2012 11:36:53 -0400 Subject: [rt-users] Change text in tickts using database In-Reply-To: References: <2B662A91-A7FE-44F3-87F7-D659A2B595E4@sanger.ac.uk> Message-ID: <20121019153653.GH22310@jibsheet.com> On Fri, Oct 19, 2012 at 10:41:48AM +0200, Juanjo wrote: > I need edit to change some characterset. I migrate from mysql to postgresql. And some local > character (spaniard character) text are now showhing proper. > > I wan*t to mantain the Actually encondig and Collate. To make that, i think that is enought to > only change a string like u to my spaniard character. > > Run this sctipt on the rtdb database using pgAdmin 3. > > update attachments set content = replace(content, 'u', '*') If you do run this, please make sure if you report any bugs in the future to mention that you did a conversion from mysql to pg and then massaged the data by hand. It'll help us know that much of the data shouldn't be trusted. If I were you, I'd be trying to make the mysql -> pg conversion part work without needing the massage afterwards. That just seems fraught with peril. -kevin > 2012/10/19 Tim Cutts <[1]tjrc at sanger.ac.uk> > > On 19 Oct 2012, at 08:00, Juanjo <[2]juanjillo at gmail.com> wrote: > > > Thanks. > > > > But i don*t see the email content, only see the headers. > > > > I*m looking to change the content of the messages. > > > > I see in the attachments tab, a column called content, but says (trough phpMyAdmin) Binary > Not Edit!! > > You certainly can edit them with the mysql command line client, but I wouldn't advise it. > Why do you need to edit them anyway? > Tim -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Oct 19 11:40:32 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 19 Oct 2012 11:40:32 -0400 Subject: [rt-users] Size of the database. In-Reply-To: References: <20121019144037.GA95166@pcjas.obspm.fr> Message-ID: <20121019154032.GI22310@jibsheet.com> On Fri, Oct 19, 2012 at 03:57:35PM +0100, Tim Cutts wrote: > > On 19 Oct 2012, at 15:40, Albert Shih wrote: > > When I start RT I make a big mistake, I choose mysql as database (instead > > postgresql). I loose the feature to search inside of the ticket. But well > > it's the past. > > You can implement full text searches by using Sphinx. It's a bit of a > faff, but it can be made to work. I have it working here. And > presumably we'll be able to do it without Sphinx once RT works > properly with MySQL 5.6, so don't despair. A note on this. Several of us are eagerly awaiting the native support hitting a non-milestone/rc release and perf testing it. Hopefully it'll then start trickling into the various packaging systems and we can figure out how to support it in a future version of RT. We're running sphinx quite happily internally on a few RTs. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From alexmv at bestpractical.com Fri Oct 19 12:59:13 2012 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 19 Oct 2012 12:59:13 -0400 Subject: [rt-users] spawn-fcgi and rt-server.fcgi fail In-Reply-To: <84dd294aec2d31edc90cecf7379790e5@darkdna.net> References: <4b3a46254c09193cca37ffcb04184dbe@darkdna.net> <84dd294aec2d31edc90cecf7379790e5@darkdna.net> Message-ID: <1350665954.4818.2.camel@umgah.localdomain> On Wed, 2012-10-17 at 15:21 -0500, Alex Hanselka wrote: > Ah I should have included this in the first place! I am using > Scientific Linux 6.3 (RHEL repack thing) and the latest RT, 4.0.7. > SELinux is disabled in this case. The owner and group of mason-data is > set to my webserver user. rt-server runs fine but rt-server.fcgi > refuses to start regardless of port. Is there anywhere other than > mason-data where I should check permissions? Also, I should add that my > webserver user is in the rt group as suggested in the security doc. You might be able to get some enlightenment through strace'ing the process, but your failure mode doesn't ring any bells to me. What was your configure line, out of curiosity? - Alex From alex at darkdna.net Fri Oct 19 13:21:29 2012 From: alex at darkdna.net (Alex Hanselka) Date: Fri, 19 Oct 2012 12:21:29 -0500 Subject: [rt-users] spawn-fcgi and rt-server.fcgi fail In-Reply-To: <1350665954.4818.2.camel@umgah.localdomain> References: <4b3a46254c09193cca37ffcb04184dbe@darkdna.net> <84dd294aec2d31edc90cecf7379790e5@darkdna.net> <1350665954.4818.2.camel@umgah.localdomain> Message-ID: <1a32554a5c41cca865fa9ad2bcde762e@darkdna.net> On 2012-10-19 11:59, Alex Vandiver wrote: > You might be able to get some enlightenment through strace'ing the > process, but your failure mode doesn't ring any bells to me. What > was > your configure line, out of curiosity? > - Alex > > Thank you for your response! Upon strace-ing the file, it seems to have a lot of issues with "(No such file or directory)" errors. I assume this is because it searches for the files and the first places it tries are wrong? I also see a bunch of "Inappropriate ioctl for device." I can provide a pastebin of the strace if necessary. As for my configure line, it was very simple: "./configure --with-web-user=nginx --with-web-group=nginx --with-db-type=Pg"... Did I miss something? Alex From jim.lesinski at gmail.com Fri Oct 19 14:10:09 2012 From: jim.lesinski at gmail.com (Jim Lesinski) Date: Fri, 19 Oct 2012 14:10:09 -0400 Subject: [rt-users] QuickUpdate shows all status values for all lifecycles - rt 4.0.7 Message-ID: Hello, Is there some way to make the quick update plugin only show the correct status values for the current queue's lifecycle? Currently the Quick Update plugin shows all status values from all lifecycles. Thanks, Jim -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Fri Oct 19 14:32:12 2012 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 19 Oct 2012 14:32:12 -0400 Subject: [rt-users] spawn-fcgi and rt-server.fcgi fail In-Reply-To: <1a32554a5c41cca865fa9ad2bcde762e@darkdna.net> References: <4b3a46254c09193cca37ffcb04184dbe@darkdna.net> <84dd294aec2d31edc90cecf7379790e5@darkdna.net> <1350665954.4818.2.camel@umgah.localdomain> <1a32554a5c41cca865fa9ad2bcde762e@darkdna.net> Message-ID: <1350671532.4818.8.camel@umgah.localdomain> On Fri, 2012-10-19 at 12:21 -0500, Alex Hanselka wrote: Upon strace-ing the file, it seems to have a lot of issues with "(No > such file or directory)" errors. I assume this is because it searches > for the files and the first places it tries are wrong? Correct, those are expected as perl searches through @INC looking for library files. > I also see a bunch of "Inappropriate ioctl for device." I can provide > a pastebin of the strace if necessary. The ioctl error is somewhat more surprising. Seeing a pastebin of the strace might be useful. > As for my configure line, it was very simple: "./configure > --with-web-user=nginx --with-web-group=nginx --with-db-type=Pg"... Did I > miss something? Nope. I just wanted to see the user and group you'd passed to configure. Re-reading your original mail, I'd expect the spawn-fcgi incant to work, but the failure case of rt-server.fcgi not working with --port is a known bug, and one which is resolved in the 4.2/refactor-rt-server branch. I've included below a backport of the relevant commit; I'd be curious to hear if it solves your problem or gives a more coherent error message. - Alex ------------------------------------ 8< ------------------------------- >From 0745a7c578ffb50ff17124334934fefdb0c61a2d Mon Sep 17 00:00:00 2001 From: Alex Vandiver Date: Mon, 20 Jun 2011 21:58:30 -0400 Subject: [PATCH] Refactor rt-server.in into RT::PlackRunner This properly detects --port, --listen, and --socket options, and falls back to $WebPort only when none are specified. It also provides better handling for fastcgi, detecting when STDIN is a socket, and bailing with a correct error message if it has no other options to listen on. diff --git a/lib/RT/PlackRunner.pm b/lib/RT/PlackRunner.pm new file mode 100644 index 0000000..8a7ea3d --- /dev/null +++ b/lib/RT/PlackRunner.pm @@ -0,0 +1,139 @@ +use warnings; +use strict; + +package RT::PlackRunner; + +use base 'Plack::Runner'; + +sub parse_options { + my $self = shift; + my @args = @_; + # handle "rt-server 8888" for back-compat, but complain about it + if (@args && $args[0] =~ m/^\d+$/) { + warn "Deprecated: please run $0 --port $ARGV[0] instead\n"; + unshift @args, '--port'; + } + + $self->SUPER::parse_options(@args); + + $self->{app} ||= $self->app; + $self->{server} ||= $self->loader->guess; + + my %args = @{$self->{options}}; + if ($self->{server} eq "FCGI") { + # We deal with the possible failure modes of this in ->run + } elsif ($args{port}) { + $self->{explicit_port} = 1; + my $old_app = $self->{app}; + $self->{app} = sub { + my $env = shift; + $env->{'rt.explicit_port'} = $args{port}; + $old_app->($env, @_); + }; + } else { + $self->set_options(port => (RT->Config->Get('WebPort') || '8080')); + } +} + +# Override to not default to port 5000 +sub mangle_host_port_socket { + my($self, $host, $port, $socket, @listen) = @_; + + for my $listen (reverse @listen) { + if ($listen =~ /:\d+$/) { + ($host, $port) = split /:/, $listen, 2; + $host = undef if $host eq ''; + } else { + $socket ||= $listen; + } + } + + unless (@listen) { + if ($socket) { + @listen = ($socket); + } elsif ($port) { + @listen = ($host ? "$host:$port" : ":$port"); + } + } + + return host => $host, port => $port, listen => \@listen, socket => $socket; +} + +sub prepare_devel { + my($self, $app) = @_; + # Don't install the Lint, StackTrace, and AccessLog middleware + + push @{$self->{options}}, server_ready => sub { + my($args) = @_; + my $name = $args->{server_software} || ref($args); + my $host = $args->{host} || RT->Config->Get('WebDomain'); + my $proto = $args->{proto} || 'http'; + print STDERR "$name: Accepting connections at $proto://$host:$args->{port}/\n"; + }; + + $app; +} + + +sub app { + require RT::Interface::Web::Handler; + my $app = RT::Interface::Web::Handler->PSGIApp; + + if ($ENV{RT_TESTING}) { + my $screen_logger = $RT::Logger->remove('screen'); + require Log::Dispatch::Perl; + $RT::Logger->add( + Log::Dispatch::Perl->new( + name => 'rttest', + min_level => $screen_logger->min_level, + action => { + error => 'warn', + critical => 'warn' + } + ) + ); + require Plack::Middleware::Test::StashWarnings; + $app = Plack::Middleware::Test::StashWarnings->wrap($app); + } + + return $app; +} + +sub run { + my $self = shift; + + my %args = @{$self->{options}}; + + # Plack::Handler::FCGI has its own catch for this, but doesn't + # notice that listen is an empty list, and we can also provide a + # better error message. + if ($self->{server} eq "FCGI" and not -S STDIN and not @{$args{listen}}) { + print STDERR "STDIN is not a socket, and no --listen, --socket, or --port provided\n"; + exit 1; + } + + eval { $self->SUPER::run(@_) }; + my $err = $@; + exit 0 unless $err; + + if ( $err =~ /listen/ ) { + print STDERR < +EOF + + if ($self->{explicit_port}) { + print STDERR + "Please check your system configuration or choose another port\n\n"; + } + exit 1; + } else { + die + "Something went wrong while trying to run RT's standalone web server:\n\t" + . $err; + } +} + +1; diff --git a/sbin/rt-server b/sbin/rt-server index f84f6c1..fccd895 100755 --- a/sbin/rt-server +++ b/sbin/rt-server @@ -99,7 +99,7 @@ my ($integrity, $state, $msg) = RT::Handle->CheckIntegrity; unless ( $integrity ) { print STDERR <PSGIApp; - -if ($ENV{RT_TESTING}) { - my $screen_logger = $RT::Logger->remove('screen'); - require Log::Dispatch::Perl; - $RT::Logger->add( - Log::Dispatch::Perl->new( - name => 'rttest', - min_level => $screen_logger->min_level, - action => { - error => 'warn', - critical => 'warn' - } - ) - ); - require Plack::Middleware::Test::StashWarnings; - $app = Plack::Middleware::Test::StashWarnings->wrap($app); -} - +require RT::PlackRunner; # when used as a psgi file if (caller) { - return $app; -} - - -# load appropriate server - -require Plack::Runner; - -my $is_fastcgi = $0 =~ m/fcgi$/; -my $r = Plack::Runner->new( $0 =~ /standalone/ ? ( server => 'Standalone' ) : - $is_fastcgi ? ( server => 'FCGI' ) - : (), - env => 'deployment' ); - -# figure out the port -my $port; - -# handle "rt-server 8888" for back-compat, but complain about it -if ($ARGV[0] && $ARGV[0] =~ m/^\d+$/) { - warn "Deprecated: please run $0 --port $ARGV[0] instead\n"; - unshift @ARGV, '--port'; -} - -my @args = @ARGV; - -use List::MoreUtils 'last_index'; -my $last_index = last_index { $_ eq '--port' } @args; - -my $explicit_port; - -if ( $last_index != -1 && $args[$last_index+1] =~ /^\d+$/ ) { - $explicit_port = $args[$last_index+1]; - $port = $explicit_port; - - # inform the rest of the system what port we manually chose - my $old_app = $app; - $app = sub { - my $env = shift; - - $env->{'rt.explicit_port'} = $port; - - $old_app->($env, @_); - }; -} -else { - # default to the configured WebPort and inform Plack::Runner - $port = RT->Config->Get('WebPort') || '8080'; - push @args, '--port', $port; -} - -push @args, '--server', 'Standalone' if RT->InstallMode; -push @args, '--server', 'Starlet' unless $r->{server} || grep { m/--server/ } @args; - -$r->parse_options(@args); - -delete $r->{options} if $is_fastcgi; ### mangle_host_port_socket ruins everything - -unless ($r->{env} eq 'development') { - push @{$r->{options}}, server_ready => sub { - my($args) = @_; - my $name = $args->{server_software} || ref($args); # $args is $server - my $host = $args->{host} || 0; - my $proto = $args->{proto} || 'http'; - print STDERR "$name: Accepting connections at $proto://$host:$args->{port}/\n"; - }; -} -eval { $r->run($app) }; -if (my $err = $@) { - handle_startup_error($err); + return RT::PlackRunner->app; } -exit 0; - -sub handle_startup_error { - my $err = shift; - if ( $err =~ /listen/ ) { - handle_bind_error(); - } else { - die - "Something went wrong while trying to run RT's standalone web server:\n\t" - . $err; - } -} +my $r = RT::PlackRunner->new( RT->InstallMode ? ( server => 'Standalone' ) : + $0 =~ /standalone/ ? ( server => 'Standalone' ) : + $0 =~ /fcgi$/ ? ( server => 'FCGI', env => "deployment" ) + : ( server => 'Starlet', env => "deployment" ) ); +$r->parse_options(@ARGV); +$r->run; -sub handle_bind_error { - - print STDERR < -EOF - - if ($explicit_port) { - print STDERR - "Please check your system configuration or choose another port\n\n"; - } -} __END__ -- 1.7.11.3 From alex at darkdna.net Fri Oct 19 15:25:09 2012 From: alex at darkdna.net (Alex Hanselka) Date: Fri, 19 Oct 2012 14:25:09 -0500 Subject: [rt-users] spawn-fcgi and rt-server.fcgi fail In-Reply-To: <1350671532.4818.8.camel@umgah.localdomain> References: <4b3a46254c09193cca37ffcb04184dbe@darkdna.net> <84dd294aec2d31edc90cecf7379790e5@darkdna.net> <1350665954.4818.2.camel@umgah.localdomain> <1a32554a5c41cca865fa9ad2bcde762e@darkdna.net> <1350671532.4818.8.camel@umgah.localdomain> Message-ID: <8c3ce5b6019dbce6522256452263763a@darkdna.net> On 2012-10-19 13:32, Alex Vandiver wrote: > On Fri, 2012-10-19 at 12:21 -0500, Alex Hanselka wrote: >> I also see a bunch of "Inappropriate ioctl for device." I can >> provide >> a pastebin of the strace if necessary. > > The ioctl error is somewhat more surprising. Seeing a pastebin of > the > strace might be useful. > You can find that at http://darkdna.net/strace.txt > Re-reading your original mail, I'd expect the spawn-fcgi incant to > work, > but the failure case of rt-server.fcgi not working with --port is a > known bug, and one which is resolved in the 4.2/refactor-rt-server > branch. I've included below a backport of the relevant commit; I'd > be > curious to hear if it solves your problem or gives a more coherent > error > message. > - Alex Didn't seem to do anything. When I do the spawn-fcgi incant, it now says "spawn-fcgi: child spawned successfully: PID: 27689" but nothing stays running. 27689 doesn't exist. From alexmv at bestpractical.com Fri Oct 19 15:48:03 2012 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 19 Oct 2012 15:48:03 -0400 Subject: [rt-users] spawn-fcgi and rt-server.fcgi fail In-Reply-To: <8c3ce5b6019dbce6522256452263763a@darkdna.net> References: <4b3a46254c09193cca37ffcb04184dbe@darkdna.net> <84dd294aec2d31edc90cecf7379790e5@darkdna.net> <1350665954.4818.2.camel@umgah.localdomain> <1a32554a5c41cca865fa9ad2bcde762e@darkdna.net> <1350671532.4818.8.camel@umgah.localdomain> <8c3ce5b6019dbce6522256452263763a@darkdna.net> Message-ID: <1350676083.13398.10.camel@umgah.localdomain> On Fri, 2012-10-19 at 14:25 -0500, Alex Hanselka wrote: > You can find that at http://darkdna.net/strace.txt Was this from before or after the patch? I don't see any of the expected calls to bind or listen there, which is the problem the patch was meant to address. Can you strace the spawn-fcgi version? > Didn't seem to do anything. When I do the spawn-fcgi incant, it now > says "spawn-fcgi: child spawned successfully: PID: 27689" but nothing > stays running. 27689 doesn't exist. How does `/opt/rt4/sbin/rt-server.fcgi --port 9090` fare with the patch? - Alex From alex at darkdna.net Fri Oct 19 15:54:38 2012 From: alex at darkdna.net (Alex Hanselka) Date: Fri, 19 Oct 2012 14:54:38 -0500 Subject: [rt-users] spawn-fcgi and rt-server.fcgi fail In-Reply-To: <1350676083.13398.10.camel@umgah.localdomain> References: <4b3a46254c09193cca37ffcb04184dbe@darkdna.net> <84dd294aec2d31edc90cecf7379790e5@darkdna.net> <1350665954.4818.2.camel@umgah.localdomain> <1a32554a5c41cca865fa9ad2bcde762e@darkdna.net> <1350671532.4818.8.camel@umgah.localdomain> <8c3ce5b6019dbce6522256452263763a@darkdna.net> <1350676083.13398.10.camel@umgah.localdomain> Message-ID: On 2012-10-19 14:48, Alex Vandiver wrote: > On Fri, 2012-10-19 at 14:25 -0500, Alex Hanselka wrote: >> You can find that at http://darkdna.net/strace.txt > > Was this from before or after the patch? I don't see any of the > expected calls to bind or listen there, which is the problem the > patch > was meant to address. Can you strace the spawn-fcgi version? > Sorry, this was BEFORE the patch. After the patch is http://darkdna.net/rt-server.txt and http://darkdna.net/spawn-fcgi.txt to verify it worked, patch output: # patch -p1 < ./patch.patch patching file lib/RT/PlackRunner.pm patching file sbin/rt-server Hunk #2 succeeded at 141 with fuzz 2. >> Didn't seem to do anything. When I do the spawn-fcgi incant, it now >> says "spawn-fcgi: child spawned successfully: PID: 27689" but >> nothing >> stays running. 27689 doesn't exist. > > How does `/opt/rt4/sbin/rt-server.fcgi --port 9090` fare with the > patch? > - Alex Same error after the patch. Alex From alex at darkdna.net Fri Oct 19 15:59:15 2012 From: alex at darkdna.net (Alex Hanselka) Date: Fri, 19 Oct 2012 14:59:15 -0500 Subject: [rt-users] spawn-fcgi and rt-server.fcgi fail In-Reply-To: References: <4b3a46254c09193cca37ffcb04184dbe@darkdna.net> <84dd294aec2d31edc90cecf7379790e5@darkdna.net> <1350665954.4818.2.camel@umgah.localdomain> <1a32554a5c41cca865fa9ad2bcde762e@darkdna.net> <1350671532.4818.8.camel@umgah.localdomain> <8c3ce5b6019dbce6522256452263763a@darkdna.net> <1350676083.13398.10.camel@umgah.localdomain> Message-ID: <92afb63c67c14058dec5e418f6272f5e@darkdna.net> On 2012-10-19 14:54, Alex Hanselka wrote: > On 2012-10-19 14:48, Alex Vandiver wrote: >> On Fri, 2012-10-19 at 14:25 -0500, Alex Hanselka wrote: >>> You can find that at http://darkdna.net/strace.txt >> >> Was this from before or after the patch? I don't see any of the >> expected calls to bind or listen there, which is the problem the >> patch >> was meant to address. Can you strace the spawn-fcgi version? >> > > Sorry, this was BEFORE the patch. After the patch is > http://darkdna.net/rt-server.txt and > http://darkdna.net/spawn-fcgi.txt > > to verify it worked, patch output: > > # patch -p1 < ./patch.patch > patching file lib/RT/PlackRunner.pm > patching file sbin/rt-server > Hunk #2 succeeded at 141 with fuzz 2. > >>> Didn't seem to do anything. When I do the spawn-fcgi incant, it >>> now >>> says "spawn-fcgi: child spawned successfully: PID: 27689" but >>> nothing >>> stays running. 27689 doesn't exist. >> >> How does `/opt/rt4/sbin/rt-server.fcgi --port 9090` fare with the >> patch? >> - Alex > > Same error after the patch. I lied! I misapplied that patch! I feel stupid and now it is recorded for all time in the archives. In any case, the rt-server.fcgi works now by itself, but spawn-fcgi still fails to spawn a persistent process. > > Alex From alexmv at bestpractical.com Fri Oct 19 16:06:36 2012 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 19 Oct 2012 16:06:36 -0400 Subject: [rt-users] spawn-fcgi and rt-server.fcgi fail In-Reply-To: <92afb63c67c14058dec5e418f6272f5e@darkdna.net> References: <4b3a46254c09193cca37ffcb04184dbe@darkdna.net> <84dd294aec2d31edc90cecf7379790e5@darkdna.net> <1350665954.4818.2.camel@umgah.localdomain> <1a32554a5c41cca865fa9ad2bcde762e@darkdna.net> <1350671532.4818.8.camel@umgah.localdomain> <8c3ce5b6019dbce6522256452263763a@darkdna.net> <1350676083.13398.10.camel@umgah.localdomain> <92afb63c67c14058dec5e418f6272f5e@darkdna.net> Message-ID: <1350677196.13398.13.camel@umgah.localdomain> On Fri, 2012-10-19 at 14:59 -0500, Alex Hanselka wrote: > I lied! I misapplied that patch! I feel stupid and now it is recorded > for all time in the archives. In any case, the rt-server.fcgi works now > by itself, but spawn-fcgi still fails to spawn a persistent process. Glad to hear that half-worked. Can you re-run the spawn-fcgi incant with strace -ff? - Alex From alex at darkdna.net Fri Oct 19 16:13:50 2012 From: alex at darkdna.net (Alex Hanselka) Date: Fri, 19 Oct 2012 15:13:50 -0500 Subject: [rt-users] spawn-fcgi and rt-server.fcgi fail In-Reply-To: <1350677196.13398.13.camel@umgah.localdomain> References: <4b3a46254c09193cca37ffcb04184dbe@darkdna.net> <84dd294aec2d31edc90cecf7379790e5@darkdna.net> <1350665954.4818.2.camel@umgah.localdomain> <1a32554a5c41cca865fa9ad2bcde762e@darkdna.net> <1350671532.4818.8.camel@umgah.localdomain> <8c3ce5b6019dbce6522256452263763a@darkdna.net> <1350676083.13398.10.camel@umgah.localdomain> <92afb63c67c14058dec5e418f6272f5e@darkdna.net> <1350677196.13398.13.camel@umgah.localdomain> Message-ID: <2bff4cbc058aa47f8e92a49f6f53e9fd@darkdna.net> On 2012-10-19 15:06, Alex Vandiver wrote: > On Fri, 2012-10-19 at 14:59 -0500, Alex Hanselka wrote: >> I lied! I misapplied that patch! I feel stupid and now it is >> recorded >> for all time in the archives. In any case, the rt-server.fcgi works >> now >> by itself, but spawn-fcgi still fails to spawn a persistent process. > > Glad to hear that half-worked. Can you re-run the spawn-fcgi incant > with strace -ff? > - Alex I can! http://darkdna.net/spawn-fcgi.7021.txt and http://darkdna.net/spawn-fcgi.7022.txt. From alexmv at bestpractical.com Fri Oct 19 16:25:14 2012 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 19 Oct 2012 16:25:14 -0400 Subject: [rt-users] spawn-fcgi and rt-server.fcgi fail In-Reply-To: <2bff4cbc058aa47f8e92a49f6f53e9fd@darkdna.net> References: <4b3a46254c09193cca37ffcb04184dbe@darkdna.net> <84dd294aec2d31edc90cecf7379790e5@darkdna.net> <1350665954.4818.2.camel@umgah.localdomain> <1a32554a5c41cca865fa9ad2bcde762e@darkdna.net> <1350671532.4818.8.camel@umgah.localdomain> <8c3ce5b6019dbce6522256452263763a@darkdna.net> <1350676083.13398.10.camel@umgah.localdomain> <92afb63c67c14058dec5e418f6272f5e@darkdna.net> <1350677196.13398.13.camel@umgah.localdomain> <2bff4cbc058aa47f8e92a49f6f53e9fd@darkdna.net> Message-ID: <1350678314.3275.0.camel@umgah.localdomain> On Fri, 2012-10-19 at 15:13 -0500, Alex Hanselka wrote: > I can! http://darkdna.net/spawn-fcgi.7021.txt and > http://darkdna.net/spawn-fcgi.7022.txt. spawn-fcgi is redirecting stdout and stderr to /dev/null, which is hiding the helpful error message we're printing about /opt/rt4/var/log/rt.log not being writable. Check the permissions on that file and directory. - Alex From alex at darkdna.net Fri Oct 19 16:57:28 2012 From: alex at darkdna.net (Alex Hanselka) Date: Fri, 19 Oct 2012 15:57:28 -0500 Subject: [rt-users] spawn-fcgi and rt-server.fcgi fail In-Reply-To: <1350678314.3275.0.camel@umgah.localdomain> References: <4b3a46254c09193cca37ffcb04184dbe@darkdna.net> <84dd294aec2d31edc90cecf7379790e5@darkdna.net> <1350665954.4818.2.camel@umgah.localdomain> <1a32554a5c41cca865fa9ad2bcde762e@darkdna.net> <1350671532.4818.8.camel@umgah.localdomain> <8c3ce5b6019dbce6522256452263763a@darkdna.net> <1350676083.13398.10.camel@umgah.localdomain> <92afb63c67c14058dec5e418f6272f5e@darkdna.net> <1350677196.13398.13.camel@umgah.localdomain> <2bff4cbc058aa47f8e92a49f6f53e9fd@darkdna.net> <1350678314.3275.0.camel@umgah.localdomain> Message-ID: <7172c20c67fd8fb2b5c9c8e70a6bb92c@darkdna.net> On 2012-10-19 15:25, Alex Vandiver wrote: > On Fri, 2012-10-19 at 15:13 -0500, Alex Hanselka wrote: >> I can! http://darkdna.net/spawn-fcgi.7021.txt and >> http://darkdna.net/spawn-fcgi.7022.txt. > > spawn-fcgi is redirecting stdout and stderr to /dev/null, which is > hiding the helpful error message we're printing > about /opt/rt4/var/log/rt.log not being writable. Check the > permissions > on that file and directory. > - Alex well, that was it! What a long process. Thank you very very much! Alex From croe at marine.rutgers.edu Fri Oct 19 17:35:37 2012 From: croe at marine.rutgers.edu (Cynthia Roe) Date: Fri, 19 Oct 2012 17:35:37 -0400 Subject: [rt-users] Unable to get paste Step 2 Message-ID: <13967270-E218-475C-8677-8BC046F12E93@marine.rutgers.edu> HI, I am very new to the open source world and I am no programer by any means. New install for RT 4 Centos 6.3 running in OSX Parrallels container (test server) MySQL 5.1.61 Perl v5.10.1 mod_perl 2.0.4-10 mod_fastcgi-2.4.6 I have not been able to figure out why I am receiving the following error when I run Step 2) from the RT README file. $ pwd /tmp/rt-4.0.7 $ ./configure --with-db-rt-pass=rtsucks --with-db-database=rt3 --with-web-group=apache --with-web-user=apache --with-db-type=mysql configure: error: cannot find install-sh, install.sh, or shtool in "." "./.." "./../.." I have another instance of RT 3 (on CentOS release 4.4 server) that has install-sh in the RT 3 build directory. Output from RT 3 server $ updated $ locate install-sh /usr/local/src/rt-3.2.2/install-sh /usr/local/src/rt-3.6.1/install-sh /usr/local/src/rt-3.2.3rc2/install-sh Issuing the same locate command on my test server $ updatedb $ locate install-sh (none for RT) /usr/share/doc/mvapich-common-1.2.0/examples/perftest/config/install-sh /usr/share/doc/mvapich-common-1.2.0/examples/perftest/config/confdb/install-sh /usr/share/doc/postgresql-8.4.13/html/install-short.html I spend two days searching the web and I am still unable to resolve why this error that is be presented to me. I sure hope your can help. Kind Regards, Cynthia Roe Sr. Unix Administrator Rutgers Marine and Coastal Science 71 Dudley Road, New Brunswick, NJ 08901-8525 Cell (732) 882-6079 Office (848) 932-3370 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Fri Oct 19 17:51:07 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Fri, 19 Oct 2012 16:51:07 -0500 Subject: [rt-users] spawn-fcgi and rt-server.fcgi fail In-Reply-To: <8c3ce5b6019dbce6522256452263763a@darkdna.net> References: <4b3a46254c09193cca37ffcb04184dbe@darkdna.net> <84dd294aec2d31edc90cecf7379790e5@darkdna.net> <1350665954.4818.2.camel@umgah.localdomain> <1a32554a5c41cca865fa9ad2bcde762e@darkdna.net> <1350671532.4818.8.camel@umgah.localdomain> <8c3ce5b6019dbce6522256452263763a@darkdna.net> Message-ID: <20121019215107.GA5665@aart.rice.edu> On Fri, Oct 19, 2012 at 02:25:09PM -0500, Alex Hanselka wrote: > On 2012-10-19 13:32, Alex Vandiver wrote: > >On Fri, 2012-10-19 at 12:21 -0500, Alex Hanselka wrote: > >>I also see a bunch of "Inappropriate ioctl for device." I can > >>provide > >>a pastebin of the strace if necessary. > > > >The ioctl error is somewhat more surprising. Seeing a pastebin of > >the > >strace might be useful. > > > > You can find that at http://darkdna.net/strace.txt > > >Re-reading your original mail, I'd expect the spawn-fcgi incant to > >work, > >but the failure case of rt-server.fcgi not working with --port is a > >known bug, and one which is resolved in the 4.2/refactor-rt-server > >branch. I've included below a backport of the relevant commit; > >I'd be > >curious to hear if it solves your problem or gives a more coherent > >error > >message. > > - Alex > > Didn't seem to do anything. When I do the spawn-fcgi incant, it now > says "spawn-fcgi: child spawned successfully: PID: 27689" but > nothing stays running. 27689 doesn't exist. > Hi Alex, Are you certain you are not running afoul of selinux? It certainly caused "mysterious" behavior. Cheers, Ken From nesius at gmail.com Fri Oct 19 18:30:46 2012 From: nesius at gmail.com (Robert Nesius) Date: Fri, 19 Oct 2012 17:30:46 -0500 Subject: [rt-users] Web-UI navigation question Message-ID: 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. Thanks in advance for any tips/suggestions. -Rob -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Oct 19 20:32:15 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 19 Oct 2012 20:32:15 -0400 Subject: [rt-users] Unable to get paste Step 2 In-Reply-To: <13967270-E218-475C-8677-8BC046F12E93@marine.rutgers.edu> References: <13967270-E218-475C-8677-8BC046F12E93@marine.rutgers.edu> Message-ID: <20121020003215.GJ22310@jibsheet.com> On Fri, Oct 19, 2012 at 05:35:37PM -0400, Cynthia Roe wrote: > I have not been able to figure out why I am receiving the following error when I run Step 2) from the RT README file. > $ pwd > /tmp/rt-4.0.7 > > $ ./configure --with-db-rt-pass=rtsucks --with-db-database=rt3 --with-web-group=apache --with-web-user=apache --with-db-type=mysql > configure: error: cannot find install-sh, install.sh, or shtool in "." "./.." "./../.." You didn't show what `ls install-sh` reports but my normal guess here is that /tmp is mounted with funny options that isn't allowing configure to execute programs properly. I just downloaded and checked and the 4.0.7 tarball on download.bestpractical.com contains install-sh rt-4.0.7$ ls -l install-sh -rwxr-xr-x 1 falcone staff 13620 Aug 20 18:25 install-sh -kevin > I have another instance of RT 3 (on CentOS release 4.4 server) that has install-sh in the RT 3 build directory. > Output from RT 3 server > $ updated > $ locate install-sh > /usr/local/src/rt-3.2.2/install-sh > /usr/local/src/rt-3.6.1/install-sh > /usr/local/src/rt-3.2.3rc2/install-sh > > Issuing the same locate command on my test server > $ updatedb > $ locate install-sh (none for RT) > /usr/share/doc/mvapich-common-1.2.0/examples/perftest/config/install-sh > /usr/share/doc/mvapich-common-1.2.0/examples/perftest/config/confdb/install-sh > /usr/share/doc/postgresql-8.4.13/html/install-short.html > > I spend two days searching the web and I am still unable to resolve why this error that is be presented to me. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From iain.georgeson at kaust.edu.sa Sat Oct 20 09:17:50 2012 From: iain.georgeson at kaust.edu.sa (Iain Georgeson) Date: Sat, 20 Oct 2012 16:17:50 +0300 Subject: [rt-users] Object permissions from the command line In-Reply-To: <507C7890.9020200@bestpractical.com> References: <507C7890.9020200@bestpractical.com> Message-ID: On 15 October 2012 23:56, Thomas Sibley wrote: > You can use the Perl API by calling GrantRight/RevokeRight on the > RT::Principals you want to grant rights to. Arguments are the right > name and the target object on which the right should be granted (for > your case, likely a loaded RT::Queue or RT::System for global). Hi, Let me add that quite a neat way of managing local rules is with code in RT_SiteConfig.pm. My instance sets a few aspects of queues automatically on queue creation (whether that's with the web interface or commandline or whereever). Skipping a few steps here, but you get the idea: * Wrap RT::Queue::Create() in RT/Queue_Local.pm: ref $RT::PostQueueCreate eq 'CODE' and wrap Create => post => sub { $RT::PostQueueCreate->(@_) }; * And then in RT_SiteConfig.pm (again, skipping the boring bits) I have: Set($PostQueueCreate, sub { my %args = @_; # The sub we're wrapping shifts $self, curse it. my $newqueue = new RT::Queue($SystemUser); $newqueue->Load($args{Name}); # Then you can do stuff like $newqueue->SetCorrespondAddress (lc($args{Name}). '@'. RT->Config->Get('MailDomain')); $my_group->Principal->GrantRight(Object => $newqueue, Right => 'SeeQueue'); }); Iain. -- Systems Engineer KAUST Visualisation Laboratory -- ------------------------------ This message and its contents, including attachments are intended solely for the original recipient. If you are not the intended recipient or have received this message in error, please notify me immediately and delete this message from your computer system. Any unauthorized use or distribution is prohibited. Please consider the environment before printing this email. From juanjillo at gmail.com Sat Oct 20 18:00:35 2012 From: juanjillo at gmail.com (Juanjo) Date: Sun, 21 Oct 2012 00:00:35 +0200 Subject: [rt-users] Change text in tickts using database In-Reply-To: <20121019153653.GH22310@jibsheet.com> References: <2B662A91-A7FE-44F3-87F7-D659A2B595E4@sanger.ac.uk> <20121019153653.GH22310@jibsheet.com> Message-ID: Yes you are right. Is very dangerous. But i use a adapted script to make the migration. I don have the knowledge to do by myself. I lost some locale data in the migration. If run this in rtdb database: update attachments set content = replace(content, 'u', '*') I believe that these changes are so located, are not capable by themselves alter the overall operation off RT. For example, all the characters in words on content column that i change, and reindexed now appears in the search. Im only do that on the test rt installation, not in the production enviroment. Yet :D 2012/10/19 Kevin Falcone > If you do run this, please make sure if you report any bugs in the > future to mention that you did a conversion from mysql to pg and then > massaged the data by hand. It'll help us know that much of the data > shouldn't be trusted. > > If I were you, I'd be trying to make the mysql -> pg conversion part > work without needing the massage afterwards. That just seems fraught > with peril. > -- Un saludo. Juanjo Corral -------------- next part -------------- An HTML attachment was scrubbed... URL: From chrisherrmann7 at gmail.com Sun Oct 21 07:40:57 2012 From: chrisherrmann7 at gmail.com (Chris Herrmann) Date: Sun, 21 Oct 2012 22:40:57 +1100 Subject: [rt-users] Comparing field values in ticket sql Message-ID: Hi, Is it possible to compare field values in ticket sql? For example, something like: ( Status = 'new' OR Status = 'open' OR Status = 'stalled' ) AND TimeWorked > TimeEstimated ------------- If I use something like: "TimeWorked > 60", or "TimeEstimated > 100" then I get the results I expect - but what I want to do is find tickets based upon conditions like: TimeWorked > TimeEstimated TimeWorked > (TimeEstimated*0.8) #e.g. 80% of estimated time and so forth Is this possible? Thanks, Chris From michael.kennedy at ucr.edu Sun Oct 21 23:27:45 2012 From: michael.kennedy at ucr.edu (Mike Kennedy) Date: Mon, 22 Oct 2012 03:27:45 +0000 Subject: [rt-users] Friendly Validation Errors? Message-ID: <4377A360F69D024197AF65862DEBCC051FE0C5B1@EXCH-MBOX-1.exch.ucr.edu> Hello, I've searched the archives, Google, the wiki (so I'm sorry if the answer to this is there, but I just missed it.) Is there any way, short of editing the source, to have more friendly validation errors. So, rather than "Input must match [Mandatory]" I could change it to say "This field is required." Or, instead of "Input must match ^[a-zA-Z]+$", it could say, "Value must contain only letters." Thanks, Mike From Darin.Perusich at ctg.com Mon Oct 22 08:26:11 2012 From: Darin.Perusich at ctg.com (Darin Perusich) Date: Mon, 22 Oct 2012 12:26:11 +0000 Subject: [rt-users] Size of the database. In-Reply-To: References: <20121019144037.GA95166@pcjas.obspm.fr> Message-ID: <61E6B8E226D5A14D8A42407B25E4090203B221F5@Buf-EX1.ctg.com> While my RT installation is tiny, 1gb in comparison, and migrating from mysql to postgres was fairly straight forward. I used the rt-mysql2ps script at the time with success. I have migrated other databases ranging in size from 1gb and 20gb using py-mysql2pgsql with great success as well. You mileage may very but these are a few options to try. http://wiki-archive.bestpractical.com/view/rt-mysql2pg http://pypi.python.org/pypi/py-mysql2pgsql On 10/19/2012 10:57 AM, Tim Cutts wrote: > > On 19 Oct 2012, at 15:40, Albert Shih wrote: > >> Hi all, >> >> When I start RT I make a big mistake, I choose mysql as database (instead >> postgresql). I loose the feature to search inside of the ticket. But well >> it's the past. > > You can implement full text searches by using Sphinx. It's a bit of a faff, but it can be made to work. I have it working here. And presumably we'll be able to do it without Sphinx once RT works properly with MySQL 5.6, so don't despair. > >> I knwon it's very hard to change the database. As it's very hard to decide if >> I should break everything and make a new RT+postgresql. >> >> What I understand more the size of the database grow up more it's better to >> run postgresql instead of mysql. >> >> I would like to known what size of mysql do you have. From what size I >> shouldn't use mysql ? >> >> When I say mysql I mean ?one standard? not some clustering/load-balancing installation. > > I haven't seen a problem here yet, and I'm running MySQL 5.1 and Sphinx 2.0.5 on a VM with 16GB of RAM and 2 virtual CPUs. Database size is 300,000 tickets, about 33GB on disk. I run the RT web interface on a separate VM. > > Like you, I wish I'd chosen Postgres instead, but I've tried migrating and it's just too painful. I'm betting on MySQL 5.6 fixing a lot of the performance issues, and giving us proper full text searches into the bargain. Fingers crossed. > > Tim > -- Darin Perusich Email: Darin.Perusich at ctg.com Office: 716-888-3690 The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you are not the intended recipient of this message, please contact the sender and delete this material from this computer. From julien.caunan at bmscircuits.com Mon Oct 22 10:14:13 2012 From: julien.caunan at bmscircuits.com (Julien CAUNAN) Date: Mon, 22 Oct 2012 14:14:13 +0000 Subject: [rt-users] RT-Authen-ExternalAuth. Message-ID: <1F6C5B0A9EE59C4F886C816E0C092F2D18159388@AMSPRD0710MB389.eurprd07.prod.outlook.com> Hi, I would like to have some informations about the differents possibilities of RT with this extension RT-Authen-ExternalAuth. In fact, we work with the RT 3.8.8 and I would like to export to an other DB (Linux, Mysql...) some information about tickets. Some personnes of my company have to clock their works (TimeWorked) everyday, there is an application to load their time worked, I would like to do that with RT from " What I did today" HTML page. When they click on "Record all updates", they update all their tickets and I would like to load on the other DB these timeworks. I wrote the Perl code that I wanted to insert in the "MyDay.html". In fact, the begening of the function is : use warnings; use strict; use Time::Local; use base qw(RT::CustomFieldValues); use DBI; # Charger le module DBI use vars qw/ $VERSION /; # Version du script $VERSION = '1.0'; # Param?tres de connexion ? la base de donn?es my $bd = 'pointage'; my $serveur = 'sqlxxxxxxx; my $identifiant = 'xxx'; my $motdepasse = 'xxxx'; # Connexion ? la base de donn?es MySQL my $dbh = DBI->connect( "dbi:xxxxx:dbname=$bd;host=$serveur;", $identifiant, $motdepasse ) or die "Connexion impossible ? la base de donn?es $bd !"; # Insertion des donn?es my $requete_sql_pointage = <<"SQL"; INSERT INTO pointage ( matricule, sect, type-pointage, ordre, temps_passe, date_pointage, nom ) VALUES ( $owner, 'S760044', '2', $args{Ordre Byo}, $worked, $day/$mon/$yr $hr:$min:$sec, $user ); SQL my $sth_pointage = $dbh->prepare($requete_sql_pointage) or die $dbh->errstr; $sth_pointage->execute( $owner, 'S760044', '2', $args{Ordre Byo}, $worked, $day/$mon/$yr $hr:$min:$sec, $user ) or die "Echec Requ?te $requete_sql_pointage : $DBI::errstr"; # D?connexion de la base de donn?es $dbh->disconnect(); Can you tell me how can I do that ? And "extension RT-Authen-ExternalAuth", would be it work in my case ? I 've this extension in my RT for an other function and it works. Thank you for your help. Best regards, Julien CAUNAN Support Moyens De Tests Av. Paul Gellos, BP 531 - 64105 - BAYONNE Cedex - FRANCE julien.caunan at bmscircuits.com T?l : +33 (0)5 59 58 41 51 Mob : Fax : +33 (0)5 59 58 57 01 www.bmscircuits.com [http://nsa22.casimages.com/img/2012/03/06//120306085532380989.jpg] [http://nsa21.casimages.com/img/2012/03/06//120306090312371802.jpg]Please consider your environmental responsibility before printing this e-mail # " Ce courriel et les documents qui lui sont joints peuvent contenir des informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont pas destin?s, nous vous signalons qu'il est strictement interdit de les divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en informer l'exp?diteur et de supprimer imm?diatement de votre syst?me informatique ce courriel ainsi que tous les documents qui y sont attach?s." ****** " This e-mail and any attached documents may contain confidential or proprietary information. If you are not the intended recipient, you are notified that any dissemination, copying of this e-mail and any attachments thereto or use of their contents by any means whatsoever is strictly prohibited. If you have received this e-mail in error, please advise the sender immediately and delete this e-mail and all attached documents from your computer system." # -------------- next part -------------- An HTML attachment was scrubbed... URL: From Albert.Shih at obspm.fr Mon Oct 22 11:21:08 2012 From: Albert.Shih at obspm.fr (Albert Shih) Date: Mon, 22 Oct 2012 17:21:08 +0200 Subject: [rt-users] Size of the database. In-Reply-To: <61E6B8E226D5A14D8A42407B25E4090203B221F5@Buf-EX1.ctg.com> References: <20121019144037.GA95166@pcjas.obspm.fr> <61E6B8E226D5A14D8A42407B25E4090203B221F5@Buf-EX1.ctg.com> Message-ID: <20121022152108.GC2573@pcjas.obspm.fr> Le 22/10/2012 ? 12:26:11+0000, Darin Perusich a ?crit > While my RT installation is tiny, 1gb in comparison, and migrating from > mysql to postgres was fairly straight forward. I used the rt-mysql2ps > script at the time with success. I have migrated other databases ranging > in size from 1gb and 20gb using py-mysql2pgsql with great success as > well. You mileage may very but these are a few options to try. > > http://wiki-archive.bestpractical.com/view/rt-mysql2pg > http://pypi.python.org/pypi/py-mysql2pgsql Very interesting. Thanks you (all of you) for your answer. Regards. -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: lun 22 oct 2012 17:20:32 CEST From darin at darins.net Mon Oct 22 16:40:30 2012 From: darin at darins.net (Darin Perusich) Date: Mon, 22 Oct 2012 16:40:30 -0400 Subject: [rt-users] bulk ticket creation with support for child tickets Message-ID: Hello All, Is there anyway to create a large number of tickets with the ability to set a parent/children relationships? I use RT a lot as a project management tool with one top-level ticket with lots of child tickets, and children of children and having a way to create these tickets quickly would be ideal. One thought I have would be an ajax page which interfaces with the REST interface for ticket creation. Has anyone given this any thought or possible even have code they'd be willing to share? thanks! -- Later, Darin From croe at marine.rutgers.edu Mon Oct 22 17:10:22 2012 From: croe at marine.rutgers.edu (Cynthia Roe) Date: Mon, 22 Oct 2012 17:10:22 -0400 Subject: [rt-users] Unable to get paste Step 2 In-Reply-To: <13967270-E218-475C-8677-8BC046F12E93@marine.rutgers.edu> References: <13967270-E218-475C-8677-8BC046F12E93@marine.rutgers.edu> Message-ID: Thank you. I untarred the tar ball and this time the install-sh file was extracted. Kind Regards, Cynthia Roe Sr. Unix Administrator Rutgers Marine and Coastal Science 71 Dudley Road, New Brunswick, NJ 08901-8525 Cell (732) 882-6079 Office (848) 932-3370 On Oct 19, 2012, at 5:35 PM, Cynthia Roe wrote: > HI, > > I am very new to the open source world and I am no programer by any means. > > New install for RT 4 > Centos 6.3 running in OSX Parrallels container (test server) > MySQL 5.1.61 > Perl v5.10.1 > mod_perl 2.0.4-10 > mod_fastcgi-2.4.6 > > I have not been able to figure out why I am receiving the following error when I run Step 2) from the RT README file. > $ pwd > /tmp/rt-4.0.7 > > $ ./configure --with-db-rt-pass=rtsucks --with-db-database=rt3 --with-web-group=apache --with-web-user=apache --with-db-type=mysql > configure: error: cannot find install-sh, install.sh, or shtool in "." "./.." "./../.." > > I have another instance of RT 3 (on CentOS release 4.4 server) that has install-sh in the RT 3 build directory. > Output from RT 3 server > $ updated > $ locate install-sh > /usr/local/src/rt-3.2.2/install-sh > /usr/local/src/rt-3.6.1/install-sh > /usr/local/src/rt-3.2.3rc2/install-sh > > Issuing the same locate command on my test server > $ updatedb > $ locate install-sh (none for RT) > /usr/share/doc/mvapich-common-1.2.0/examples/perftest/config/install-sh > /usr/share/doc/mvapich-common-1.2.0/examples/perftest/config/confdb/install-sh > /usr/share/doc/postgresql-8.4.13/html/install-short.html > > I spend two days searching the web and I am still unable to resolve why this error that is be presented to me. > > I sure hope your can help. > > Kind Regards, > > Cynthia Roe > Sr. Unix Administrator > Rutgers Marine and Coastal Science > 71 Dudley Road, New Brunswick, NJ 08901-8525 > Cell (732) 882-6079 > Office (848) 932-3370 > > > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs -------------- next part -------------- An HTML attachment was scrubbed... URL: From croe at marine.rutgers.edu Mon Oct 22 17:13:57 2012 From: croe at marine.rutgers.edu (Cynthia Roe) Date: Mon, 22 Oct 2012 17:13:57 -0400 Subject: [rt-users] Error When Upgrade-Database from 3.8.1 to 3.8.2 Message-ID: <614F72FB-40F8-42DB-87DA-FA879EA90EBF@marine.rutgers.edu> Hi, New install for RT 4 Centos 6.3 running in OSX Parrallels container (test server) MySQL 5.1.61 Perl v5.10.1 mod_perl 2.0.4-10 mod_fastcgi-2.4.6 I am in the process of upgrade our RT environment from 3.2.2 to 4.0.7. So far I have been able to upgrade successfully from 3.2.2 to 3.8.1. However, when I run the $ make upgrade-database from 3.8.1 to 3.8.2 I received the following error: FYI this is my first exposure to RT. $ make upgrade-database /usr/local/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: rt3 User: rt_user DBA: root Enter RT version you're upgrading from: 3.8.1 Going to apply following upgrades: * 3.8.2 * 3.8.3 * 3.8.4 * 3.8.6 * 3.8.8 * 3.8.9 * 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: 3.8.2 Going to apply following upgrades: * 3.8.2 IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP Proceed [y/N]:y Processing 3.8.2 Now inserting data. [Mon Oct 22 20:54:57 2012] [warning]: Going to add [OLD] prefix to all templates in approvals queue. If you have never used approvals, you can safely delete all the templates with the [OLD] prefix. Leave the new Approval templates because you may eventually want to start using approvals. (./etc/upgrade/3.8.2/content:3) [Mon Oct 22 20:54:58 2012] [warning]: DBD::mysql::st execute failed: Unknown column 'Creator' in 'field list' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:587) [Mon Oct 22 20:54:58 2012] [warning]: RT::Handle=HASH(0x2a71a48) couldn't execute the query 'INSERT INTO ACL (PrincipalId, RightName, Creator, ObjectId, LastUpdatedBy, PrincipalType, Created, LastUpdated, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 600. DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x2a71a48)', 'INSERT INTO ACL (PrincipalId, RightName, Creator, ObjectId, L...', 4, 'ShowApprovalsTab', 1, 1, 1, 'Group', '2012-10-22 20:54:58', ...) called at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 350 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x2a71a48)', 'ACL', 'PrincipalId', 4, 'RightName', 'ShowApprovalsTab', 'Creator', 1, 'ObjectId', ...) called at /usr/local/share/perl5/DBIx/SearchBuilder/Handle/mysql.pm line 36 DBIx::SearchBuilder::Handle::mysql::Insert('RT::Handle=HASH(0x2a71a48)', 'ACL', 'PrincipalId', 4, 'RightName', 'ShowApprovalsTab', 'Creator', 1, 'ObjectId', ...) called at /usr/local/share/perl5/DBIx/SearchBuilder/Record.pm line 1292 DBIx::SearchBuilder::Record::Create('RT::ACE=HASH(0x4a0e560)', 'PrincipalId', 4, 'Creator', 1, 'RightName', 'ShowApprovalsTab', 'ObjectId', 1, ...) called at /tmp/rt-4.0.7/sbin/../lib/RT/Record.pm line 316 RT::Record::Create('RT::ACE=HASH(0x4a0e560)', 'PrincipalId', 4, 'PrincipalType', 'Group', 'RightName', 'ShowApprovalsTab', 'ObjectType', 'RT::System', ...) called at /tmp/rt-4.0.7/sbin/../lib/RT/ACE.pm line 291 RT::ACE::Create('RT::ACE=HASH(0x4a0e560)', 'RightName', 'ShowApprovalsTab', 'Object', 'RT::System=HASH(0x48296c8)', 'PrincipalType', 'Group', 'PrincipalId', 4, ...) called at /tmp/rt-4.0.7/sbin/../lib/RT/Principal.pm line 172 RT::Principal::GrantRight('RT::Principal=HASH(0x3ebbd38)', 'Right', 'ShowApprovalsTab', 'Object', 'RT::System=HASH(0x48296c8)') called at /tmp/rt-4.0.7/sbin/../lib/RT/Handle.pm line 964 RT::Handle::InsertData('RT::Handle=HASH(0x2a71a48)', './etc/upgrade/3.8.2/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/3.8.2', '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/share/perl5/Carp.pm:103) [Mon Oct 22 20:54:58 2012] [error]: System error. Right not granted. (/tmp/rt-4.0.7/sbin/../lib/RT/Handle.pm:969) [Mon Oct 22 20:54:58 2012] [warning]: IMPORTANT: We're going to delete all scrips in Approvals queue and save them in 'rt-approvals-scrips-XcRt' file. (./etc/upgrade/3.8.2/content:165) Done. Kind Regards, Cynthia Roe Sr. Unix Administrator Rutgers Marine and Coastal Science 71 Dudley Road, New Brunswick, NJ 08901-8525 Cell (732) 882-6079 Office (848) 932-3370 -------------- next part -------------- An HTML attachment was scrubbed... URL: From balint.bekeny at docca.hu Mon Oct 22 18:39:36 2012 From: balint.bekeny at docca.hu (=?UTF-8?B?QsOBTElOVCBCZWvDqW55?=) Date: Tue, 23 Oct 2012 00:39:36 +0200 Subject: [rt-users] Scrip "too fast" or dirty read from db or what? Message-ID: Hi List, I have the following problem on an RT 3.8.8: There is a simple scrip that notifies the owner on comments. Sometimes this scrip sends "This transaction appears to have no content" instead of the real textural content of the incoming e-mail. This problem mainly present if there are file attachements of the email. But if I run the following code from CLI the outgoing mail contains the good content not the "This trans..." warning message: ------------------------------------------------------------------- my $tic = RT::Ticket->new($RT::SystemUser); $tic->Load(*id_of_ticket*); my $tr = RT::Transaction->new($RT::SystemUser); $tr->Load(*id_of_incoming_mail_comment_transaction*); my $scrip = RT::Scrip->new($RT::SystemUser); $scrip->Load(*id_of_notify_owner_scrip*); $scrip->Prepare(TicketObj => $tic, TransactionObj => $tr); $scrip->Commit(TicketObj => $tic, TransactionObj => $tr); ------------------------------------------------------------------- So it seems to me that scrip runs earlier than the attachements of transaction inserted into the DB or there is some kind of MySQL cache problem which causes dirty read but there aren't any special MySQL settings. What do you think? Thanks, -- Bekeny -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Oct 22 13:05:18 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 22 Oct 2012 13:05:18 -0400 Subject: [rt-users] Friendly Validation Errors? In-Reply-To: <4377A360F69D024197AF65862DEBCC051FE0C5B1@EXCH-MBOX-1.exch.ucr.edu> References: <4377A360F69D024197AF65862DEBCC051FE0C5B1@EXCH-MBOX-1.exch.ucr.edu> Message-ID: <20121022170518.GN22310@jibsheet.com> On Mon, Oct 22, 2012 at 03:27:45AM +0000, Mike Kennedy wrote: > Is there any way, short of editing the source, to have more friendly > validation errors. So, rather than "Input must match [Mandatory]" I > could change it to say "This field is required." Or, instead of "Input > must match ^[a-zA-Z]+$", it could say, "Value must contain only > letters." You can make the regular expression you use (?#Must contain letters) and RT will say "Input must match [Must contain letters]". You could probably use a localization trick with en.po to change "Input must match" also, although I'm not sure where else RT uses that phrase. The combination of these should clean up the messages a bit. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Oct 22 12:54:08 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 22 Oct 2012 12:54:08 -0400 Subject: [rt-users] Web-UI navigation question In-Reply-To: References: Message-ID: <20121022165408.GL22310@jibsheet.com> 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. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Oct 22 13:03:15 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 22 Oct 2012 13:03:15 -0400 Subject: [rt-users] Comparing field values in ticket sql In-Reply-To: References: Message-ID: <20121022170315.GM22310@jibsheet.com> On Sun, Oct 21, 2012 at 10:40:57PM +1100, Chris Herrmann wrote: > Is it possible to compare field values in ticket sql? For example, > something like: > > ( Status = 'new' OR Status = 'open' OR Status = 'stalled' ) AND > TimeWorked > TimeEstimated TicketSQL does not support this. You'll need to use the perl API to further limit. -kevin > ------------- > If I use something like: "TimeWorked > 60", or "TimeEstimated > 100" > then I get the results I expect - but what I want to do is find > tickets based upon conditions like: > > TimeWorked > TimeEstimated > TimeWorked > (TimeEstimated*0.8) #e.g. 80% of estimated time > > and so forth -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Oct 22 12:46:25 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 22 Oct 2012 12:46:25 -0400 Subject: [rt-users] QuickUpdate shows all status values for all lifecycles - rt 4.0.7 In-Reply-To: References: Message-ID: <20121022164625.GK22310@jibsheet.com> On Fri, Oct 19, 2012 at 02:10:09PM -0400, Jim Lesinski wrote: > Is there some way to make the quick update plugin only show the correct status values for the > current queue's lifecycle? Currently the Quick Update plugin shows all status values from all > lifecycles. It's pretty easy to make it do that, something as small as the attached patch would do it. I'm not sure if the intent of the original author was to list all Statuses because you may also change queues as part of the update (and may thus need all statuses) or if it's just never been updated since the days when we only had global statuses. -kevin -------------- next part -------------- From 95766749f37c9916e36a16197bc56e6b82cc755b Mon Sep 17 00:00:00 2001 From: Kevin Falcone Date: Fri, 19 Oct 2012 20:37:26 -0400 Subject: [PATCH] Pass $Ticket to SelectStatus so it can narrow down to relevant statuses. --- html/Ticket/Elements/QuickUpdate | 2 +- 1 files changed, 1 insertions(+), 1 deletions(-) diff --git a/html/Ticket/Elements/QuickUpdate b/html/Ticket/Elements/QuickUpdate index a3bf893..af150fe 100755 --- a/html/Ticket/Elements/QuickUpdate +++ b/html/Ticket/Elements/QuickUpdate @@ -47,7 +47,7 @@ - + first 2 dates are custom fields and the last one is system bulitin "Resolved" value. in RT_SiteConfig.pm I have set following variables: Set($Timezone, "Europe/Warsaw"); Set($DateTimeFormat, { Format => "ISO", Timezone => "server", Seconds => 0 }); as you can see RT follows this setting for system fields but ignores it for Custom Field. in Ticket/Display everything is OK: please help me fix this. best regards, Alek From matt at smtl.co.uk Mon Oct 29 11:57:52 2012 From: matt at smtl.co.uk (Matthew Moore) Date: Mon, 29 Oct 2012 15:57:52 +0000 Subject: [rt-users] RT BounceMerge/RTBounceHandler Message-ID: <508EA780.10601@smtl.co.uk> 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, -- Matthew Moore Surgical Materials Testing Laboratory System Administrator Telephone: +44 (0)1656 752165 Email: matt at smtl.co.uk From carlos.fuentes at rediris.es Mon Oct 29 12:32:09 2012 From: carlos.fuentes at rediris.es (Carlos Fuentes Bermejo) Date: Mon, 29 Oct 2012 17:32:09 +0100 Subject: [rt-users] =?windows-1252?q?Page_not_found_http=3A//=2E=85=2E/HAS?= =?windows-1252?q?H=280x2af24643ee50=29?= Message-ID: <4FCF1A62-251C-4EE7-9E64-36AE3F2C71F4@rediris.es> Hiya, I'm just upgraded to 4.0.8, I'm also using RT::Authen::ExternalAuth to login against a ldap server, and when I login into RT and I get a "Page not found", "The page you requested could not be found", the URL which I have in the browser is http://rt.com/HASH(0x?.), any ideas??? Cheers, Carlos -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 195 bytes Desc: Message signed with OpenPGP using GPGMail URL: From trs at bestpractical.com Mon Oct 29 12:49:18 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 29 Oct 2012 09:49:18 -0700 Subject: [rt-users] =?utf-8?b?UGFnZSBub3QgZm91bmQgaHR0cDovLy7igKYuL0hBU0go?= =?utf-8?q?0x2af24643ee50=29?= In-Reply-To: <4FCF1A62-251C-4EE7-9E64-36AE3F2C71F4@rediris.es> References: <4FCF1A62-251C-4EE7-9E64-36AE3F2C71F4@rediris.es> Message-ID: <508EB38E.6050903@bestpractical.com> On 10/29/2012 09:32 AM, Carlos Fuentes Bermejo wrote: > I'm just upgraded to 4.0.8, I'm also using RT::Authen::ExternalAuth > to login against a ldap server, and when I login into RT and I get a > "Page not found", "The page you requested could not be found", the > URL which I have in the browser is http://rt.com/HASH(0x?.), any > ideas??? This is a bug in ExternalAuth that was fixed just last week. You'll need to upgrade to RT::Authen::ExternalAuth version 0.12: https://metacpan.org/source/TSIBLEY/RT-Authen-ExternalAuth-0.12/ChangeLog From falcone at bestpractical.com Mon Oct 29 12:50:34 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 29 Oct 2012 12:50:34 -0400 Subject: [rt-users] =?utf-8?b?UGFnZSBub3QgZm91bmQgaHR0cDovLy7igKYuL0hBU0go?= =?utf-8?q?0x2af24643ee50=29?= In-Reply-To: <4FCF1A62-251C-4EE7-9E64-36AE3F2C71F4@rediris.es> References: <4FCF1A62-251C-4EE7-9E64-36AE3F2C71F4@rediris.es> Message-ID: <20121029165034.GA4141@jibsheet.com> On Mon, Oct 29, 2012 at 05:32:09PM +0100, Carlos Fuentes Bermejo wrote: > I'm just upgraded to 4.0.8, I'm also using RT::Authen::ExternalAuth to > login against a ldap server, and when I login into RT and I get a > "Page not found", "The page you requested could not be found", the URL > which I have in the browser is http://rt.com/HASH(0x?.), any > ideas??? I assume you're using RT-Authen-ExternalAuth? If so, you want to grab 0.12 released last week which resolves this. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From carlos.fuentes at rediris.es Tue Oct 30 03:20:30 2012 From: carlos.fuentes at rediris.es (Carlos Fuentes Bermejo) Date: Tue, 30 Oct 2012 08:20:30 +0100 Subject: [rt-users] =?windows-1252?q?Page_not_found_http=3A//=2E=85=2E/HAS?= =?windows-1252?q?H=280x2af24643ee50=29?= In-Reply-To: <20121029165034.GA4141@jibsheet.com> References: <4FCF1A62-251C-4EE7-9E64-36AE3F2C71F4@rediris.es> <20121029165034.GA4141@jibsheet.com> Message-ID: <75FABA7D-41C6-4B39-BA0D-FF06C82F44C7@rediris.es> Thanks Kevin, Thomas, It's working now, the error was that I didn't delete the previous version of RT::Authen::ExternalAuth before installing the new version. Cheers, Carlos El 29/10/2012, a las 17:50, Kevin Falcone escribi?: > On Mon, Oct 29, 2012 at 05:32:09PM +0100, Carlos Fuentes Bermejo wrote: >> I'm just upgraded to 4.0.8, I'm also using RT::Authen::ExternalAuth to >> login against a ldap server, and when I login into RT and I get a >> "Page not found", "The page you requested could not be found", the URL >> which I have in the browser is http://rt.com/HASH(0x?.), any >> ideas??? > > I assume you're using RT-Authen-ExternalAuth? > If so, you want to grab 0.12 released last week which resolves this. > > -kevin > -------- > We're hiring! http://bestpractical.com/jobs -- Carlos Fuentes Bermejo Security Specialist - IRIS-CERT RedIRIS/Red.es Tel: 91 212 76 20/25 Ext: 5583 www.rediris.es - http://www.rediris.es/cert PGP key: http://www.rediris.es/keyserver -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 195 bytes Desc: Message signed with OpenPGP using GPGMail URL: From johnp at fmg.co.uk Tue Oct 30 08:40:19 2012 From: johnp at fmg.co.uk (John Parker) Date: Tue, 30 Oct 2012 12:40:19 +0000 Subject: [rt-users] menu tabs missing after upgrade from RT 4.0.6 to RT 4.0.7 In-Reply-To: <5065B536.3040101@bestpractical.com> References: <007901cd9d81$0a16a290$1e43e7b0$@bo.infn.it> <5065B536.3040101@bestpractical.com> Message-ID: Hi, I am also struggling with no menus in the aileron theme having installed 4.0.8 over 4.05. The only obvious error I can see is in both the apache and rt log: Unable to open /NoAuth/js/ui.timepickr.js for JS Squishing srv/www/htdocs/rt4/sbin/../lib/RT/Squish/JS.pm:83) The source file is there: jquery-ui-timepicker-addons.js We are using apache2 with fastcgi. Any ideas? Regards John -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim Brandt Sent: 28 September 2012 15:33 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] menu tabs missing after upgrade from RT 4.0.6 to RT 4.0.7 Did you run the configure script in the new 4.0.7 with the same options as 4.0.6? Also, did you clear your mason cache and restart the server after upgrading? On 9/28/12 9:56 AM, Francesca Del Corso wrote: > Hi all, I recently upgrade my RT installation from 4.0.6 to 4.0.7 , I > have a 64 bit Centos 6.3 virtual machine with MySql ver 5.1.61, > Apache/2.2.15, FastCGI 2.4.6, sendmail 8.14.5, Perl 5.10.1. > > After upgrading, when I logon to the system as root I cannot see any > tabs in the Menu (Home, Tickets, Tools, Logged in as root) so I can't > logout or doing a search; after creating a new ticket under General > queue via RT web page, I cannot write the body of the ticket if I am > root, if I am a a simple user I can. I try to reiniziale the database > (make inizialize-database), now I can write the issue in a new ticket > if am logged as root but I still cannot see the menu tabs. > > I make also a clean RT 4.0.7 installation in the same environment and > these problems didn't happen. > > What's the problem in the upgrade process? > > > > Thank you for your attention > > > > Francesca Del Corso > > > > INFN Sez. Bologna > > Via Irnerio 46, Bologna - Italy > > > > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > -- -------- Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs Inbound Message checked by Websense Mail Control. Click https://www.mailcontrol.com/sr/MZbqvYs5QwJvpeaetUwhCQ== to report this email as spam. Please ensure that the email is not required for business use before proceeding. FMG is committed to reducing its impact on the environment. Please don't print this email unless absolutely necessary. Have you been impressed by one of our people? If so, we'd love to hear about it. You can nominate someone for a Spirit 2012 award by emailing spirit at fmg.co.uk FMG Support Group Ltd. Registered in England. No. 06489429. Registered office: FMG House, St Andrews Road, Huddersfield, HD1 6NA. Tel: 0844 243 8888 Email: info at fmg.co.uk This email may contain confidential information and/or copyright material. This email is intended for the use of the addressee only. Any unauthorised use may be unlawful. If you received this email by mistake, please advise the sender by using the reply facility in your email software. Outbound Message checked by Websense Mail Control. From julien.caunan at bmscircuits.com Tue Oct 30 11:42:59 2012 From: julien.caunan at bmscircuits.com (Julien CAUNAN) Date: Tue, 30 Oct 2012 15:42:59 +0000 Subject: [rt-users] Time manage tickets. Message-ID: <1F6C5B0A9EE59C4F886C816E0C092F2D18161DC3@AMSPRD0710MB389.eurprd07.prod.outlook.com> Hi everybody, For my application, I've developped a new field on the ticket : "Time Worked Today" then, I've "Time Estimated, Time Worked, Time Left and Time Worked Today" (hours and minutes). This field match the time worked in the day on this ticket (on a work by a person). I've modified some files I've added TimeWorkedToday at the other time field manage. I have the field Time Worked Today on my tickets (and when I create them), but when I want to store a time, RT interface tell me "TimeWorkedToday could not be set to X hours", I can't load a time value. Can you help me for this topic ? I know someone have worked about time manage field, in fact I wouldt like calculate automaticaly the time left when I load the time woked and the time estimated (time left = time estimated - time worked), can you give me some information about this topic before I try developpe it ? Than you very much to your help. Best regards, Julien CAUNAN Support Moyens De Tests Av. Paul Gellos, BP 531 - 64105 - BAYONNE Cedex - FRANCE julien.caunan at bmscircuits.com T?l : +33 (0)5 59 58 41 51 Mob : Fax : +33 (0)5 59 58 57 01 www.bmscircuits.com [http://nsa22.casimages.com/img/2012/03/06//120306085532380989.jpg] [http://nsa21.casimages.com/img/2012/03/06//120306090312371802.jpg]Please consider your environmental responsibility before printing this e-mail # " Ce courriel et les documents qui lui sont joints peuvent contenir des informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont pas destin?s, nous vous signalons qu'il est strictement interdit de les divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en informer l'exp?diteur et de supprimer imm?diatement de votre syst?me informatique ce courriel ainsi que tous les documents qui y sont attach?s." ****** " This e-mail and any attached documents may contain confidential or proprietary information. If you are not the intended recipient, you are notified that any dissemination, copying of this e-mail and any attachments thereto or use of their contents by any means whatsoever is strictly prohibited. If you have received this e-mail in error, please advise the sender immediately and delete this e-mail and all attached documents from your computer system." # -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Oct 30 11:44:58 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 30 Oct 2012 11:44:58 -0400 Subject: [rt-users] menu tabs missing after upgrade from RT 4.0.6 to RT 4.0.7 In-Reply-To: References: <007901cd9d81$0a16a290$1e43e7b0$@bo.infn.it> <5065B536.3040101@bestpractical.com> Message-ID: <20121030154458.GA669@jibsheet.com> On Tue, Oct 30, 2012 at 12:40:19PM +0000, John Parker wrote: > I am also struggling with no menus in the aileron theme having installed 4.0.8 over 4.05. > > The only obvious error I can see is in both the apache and rt log: > > Unable to open /NoAuth/js/ui.timepickr.js for JS Squishing srv/www/htdocs/rt4/sbin/../lib/RT/Squish/JS.pm:83) > > The source file is there: jquery-ui-timepicker-addons.js > > We are using apache2 with fastcgi. This implies you copied RT_Config.pm to RT_SiteConfig.pm at some point. Do you have JSFiles defined in RT_SiteConfig.pm? If so, why, are you adding new files or did you just copy? If you just copied, delete that and allow the default from RT_Config.pm to be used. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From AlexYoung at HousingPartners.co.uk Tue Oct 30 11:47:59 2012 From: AlexYoung at HousingPartners.co.uk (Alex Young) Date: Tue, 30 Oct 2012 15:47:59 -0000 Subject: [rt-users] MakeClicky modofies file names in tickets Message-ID: <930F3731A784414087B33E439A555634894769@s-wor-e-001.SCOUTSOFFICE.local> Hi, 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. Thanks. From johnp at fmg.co.uk Tue Oct 30 13:50:09 2012 From: johnp at fmg.co.uk (John Parker) Date: Tue, 30 Oct 2012 17:50:09 +0000 Subject: [rt-users] menu tabs missing after upgrade from RT 4.0.6 to RT 4.0.7 In-Reply-To: <20121030154458.GA669@jibsheet.com> References: <007901cd9d81$0a16a290$1e43e7b0$@bo.infn.it> <5065B536.3040101@bestpractical.com> <20121030154458.GA669@jibsheet.com> Message-ID: -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: 30 October 2012 15:45 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] menu tabs missing after upgrade from RT 4.0.6 to RT 4.0.7 On Tue, Oct 30, 2012 at 12:40:19PM +0000, John Parker wrote: > I am also struggling with no menus in the aileron theme having installed 4.0.8 over 4.05. > > The only obvious error I can see is in both the apache and rt log: > > Unable to open /NoAuth/js/ui.timepickr.js for JS Squishing > srv/www/htdocs/rt4/sbin/../lib/RT/Squish/JS.pm:83) > > The source file is there: jquery-ui-timepicker-addons.js > > We are using apache2 with fastcgi. This implies you copied RT_Config.pm to RT_SiteConfig.pm at some point. Do you have JSFiles defined in RT_SiteConfig.pm? If so, why, are you adding new files or did you just copy? If you just copied, delete that and allow the default from RT_Config.pm to be used. -kevin Hi Kevin I probably copied the stuff due to some deep seated mental confusion :-) Thank you Regards John FMG is committed to reducing its impact on the environment. Please don't print this email unless absolutely necessary. Have you been impressed by one of our people? If so, we'd love to hear about it. You can nominate someone for a Spirit 2012 award by emailing spirit at fmg.co.uk FMG Support Group Ltd. Registered in England. No. 06489429. Registered office: FMG House, St Andrews Road, Huddersfield, HD1 6NA. Tel: 0844 243 8888 Email: info at fmg.co.uk This email may contain confidential information and/or copyright material. This email is intended for the use of the addressee only. Any unauthorised use may be unlawful. If you received this email by mistake, please advise the sender by using the reply facility in your email software. Outbound Message checked by Websense Mail Control. From ram0502 at gmail.com Tue Oct 30 15:21:20 2012 From: ram0502 at gmail.com (Ram) Date: Tue, 30 Oct 2012 12:21:20 -0700 Subject: [rt-users] Perl conflicts Message-ID: How do folks deal with perl conflicts? We normally use RPMs for everything but that's not practical given the relatively high-version requirements of the rt4 branch so CPAN seems the only practical approach. Ideally we would do installs with directives to force installations to be local (defining INSTALLARCHLIB , MAN1, MAN3 etc) but several of the dependent modules ignore those directives and fail as they want to install into /usr/... etc which requires root which we don't want to give to CPAN. Any ideas here? thanks ram PS currently we use a dedicated VM for rt where it's allowed to wreak havoc on the system but I'd like to neaten it up into an apache VHOST like our other http services... From trs at bestpractical.com Tue Oct 30 15:47:02 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 30 Oct 2012 12:47:02 -0700 Subject: [rt-users] Perl conflicts In-Reply-To: References: Message-ID: <50902EB6.4000704@bestpractical.com> On 10/30/2012 12:21 PM, Ram wrote: > How do folks deal with perl conflicts? We normally use RPMs for > everything but that's not practical given the relatively high-version > requirements of the rt4 branch so CPAN seems the only practical > approach. Use a completely separate build of perl just for RT instead of the system installed and managed perl. Look at perlbrew for an easy way to build perl if you're not familiar with the process. From aaron.techgeeks at gmail.com Tue Oct 30 17:00:18 2012 From: aaron.techgeeks at gmail.com (Aaron Zuercher) Date: Tue, 30 Oct 2012 16:00:18 -0500 Subject: [rt-users] how to do multiple separate approval sources Message-ID: 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! Aaron -------------- next part -------------- An HTML attachment was scrubbed... URL: From asanka_gunasekera at yahoo.co.uk Wed Oct 31 00:45:08 2012 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Wed, 31 Oct 2012 04:45:08 +0000 (GMT) Subject: [rt-users] receive mail using one account Message-ID: <1351658708.79565.YahooMailNeo@web133202.mail.ir2.yahoo.com> Hi, I am using mail get to receive mails for rt and it liike like it requires to have one mail address per each queue (I am quite sure I ahave configured this wrong :(). Is there any way to just have one mail box for all the ques in the RT Thanks and Regards (hope my request make sense) -------------- next part -------------- An HTML attachment was scrubbed... URL: From wolfram.huettermann at desy.de Wed Oct 31 05:08:40 2012 From: wolfram.huettermann at desy.de (Wolfram Huettermann) Date: Wed, 31 Oct 2012 10:08:40 +0100 Subject: [rt-users] Thanks for your advice Message-ID: <5090EA98.300@desy.de> Dear RT-fans or RT-nerds, thank you for your advice you have given me over the years. I am going to change my working place, in which I will not use the RT anymore. I hope we will see again, soon. Thanks for all, Wolfram From tjrc at sanger.ac.uk Wed Oct 31 06:10:56 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Wed, 31 Oct 2012 10:10:56 +0000 Subject: [rt-users] Perl conflicts In-Reply-To: <50902EB6.4000704@bestpractical.com> References: <50902EB6.4000704@bestpractical.com> Message-ID: On 30 Oct 2012, at 19:47, Thomas Sibley wrote: > On 10/30/2012 12:21 PM, Ram wrote: >> How do folks deal with perl conflicts? We normally use RPMs for >> everything but that's not practical given the relatively high-version >> requirements of the rt4 branch so CPAN seems the only practical >> approach. > > Use a completely separate build of perl just for RT instead of the > system installed and managed perl. > > Look at perlbrew for an easy way to build perl if you're not familiar > with the process. I agree that's probably the most pain-free and robust method. 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 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. 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 diaulas.castro at intersolution.inf.br Wed Oct 31 06:51:38 2012 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Wed, 31 Oct 2012 10:51:38 +0000 Subject: [rt-users] RES: receive mail using one account In-Reply-To: <1351658708.79565.YahooMailNeo@web133202.mail.ir2.yahoo.com> References: <1351658708.79565.YahooMailNeo@web133202.mail.ir2.yahoo.com> Message-ID: <3B9178D874F56F47B616AB50C01F7B774057A8A9@GRUPRD8002MB111.lamprd80.prod.outlook.com> Used procmail to do this. Procmail will forward to correct queue based on who is on To and Cc fields. :0 w * ^(Cc|To).*customer1 at domain.com |/usr/bin/rt-mailgate --queue customer1 --action correspond --url http://127.0.0.1/rt/ :0 w * ^(Cc|To).*customer2 at domain.com |/usr/bin/rt-mailgate --queue customer2 --action correspond --url http://127.0.0.1/rt/ De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Asanka Gunasekera Enviada em: quarta-feira, 31 de outubro de 2012 02:45 Para: RT User List Assunto: [rt-users] receive mail using one account Hi, I am using mail get to receive mails for rt and it liike like it requires to have one mail address per each queue (I am quite sure I ahave configured this wrong :(). Is there any way to just have one mail box for all the ques in the RT Thanks and Regards (hope my request make sense) -------------- next part -------------- An HTML attachment was scrubbed... URL: From ivazquez at desdelaconsola.es Wed Oct 31 07:26:28 2012 From: ivazquez at desdelaconsola.es (Ignacio Vazquez) Date: Wed, 31 Oct 2012 12:26:28 +0100 Subject: [rt-users] Monthly reports with REST (timeout) In-Reply-To: References: Message-ID: 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. From janniezbedny1887 at gmail.com Wed Oct 31 11:32:23 2012 From: janniezbedny1887 at gmail.com (=?ISO-8859-2?Q?Jan_Niezb=EAdny?=) Date: Wed, 31 Oct 2012 16:32:23 +0100 Subject: [rt-users] RT 4 Translation problem Message-ID: Hi everybody, I wanna translate a few english names to polish and it goes quite good. But i have problem to translate words from user->settings->seaved searches->My Tickets, Unowned Tickets and Bookmarket Tickets. I found one of them in right file with polish translation share/po/pl.po and put there polish words: msgid "My Tickets" msgstr "Moje zg?oszenia" But it doesn't change anything. Other two names i can't even find in this file. Maybe somebody knows how to change this words. I really appreciate any help Greetings, Jan -------------- next part -------------- A non-text attachment was scrubbed... Name: t?umaczenie RT_wyszcz.JPG Type: image/jpeg Size: 30859 bytes Desc: not available URL: From diaulas.castro at intersolution.inf.br Wed Oct 31 11:36:48 2012 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Wed, 31 Oct 2012 15:36:48 +0000 Subject: [rt-users] RES: Monthly reports with REST (timeout) In-Reply-To: References: Message-ID: <3B9178D874F56F47B616AB50C01F7B774057B06E@GRUPRD8002MB111.lamprd80.prod.outlook.com> 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 ram0502 at gmail.com Wed Oct 31 12:45:20 2012 From: ram0502 at gmail.com (Ram) Date: Wed, 31 Oct 2012 09:45:20 -0700 Subject: [rt-users] Perl conflicts Message-ID: > Date: Wed, 31 Oct 2012 10:10:56 +0000 > From: Tim Cutts > To: Thomas Sibley > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Perl conflicts > Message-ID: > Content-Type: text/plain; charset=us-ascii > > > On 30 Oct 2012, at 19:47, Thomas Sibley wrote: > >> On 10/30/2012 12:21 PM, Ram wrote: >>> How do folks deal with perl conflicts? We normally use RPMs for >>> everything but that's not practical given the relatively high-version >>> requirements of the rt4 branch so CPAN seems the only practical >>> approach. >> >> Use a completely separate build of perl just for RT instead of the >> system installed and managed perl. >> >> Look at perlbrew for an easy way to build perl if you're not familiar >> with the process. > > I agree that's probably the most pain-free and robust method. > > 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. > 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. Any other ideas? thanks From tjrc at sanger.ac.uk Wed Oct 31 13:06:30 2012 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Wed, 31 Oct 2012 17:06:30 +0000 Subject: [rt-users] Perl conflicts In-Reply-To: References: Message-ID: <06B95D96-46E2-4111-BECD-915C1F322DDB@sanger.ac.uk> On 31 Oct 2012, at 16:45, Ram 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? >> 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? 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 trs at bestpractical.com Wed Oct 31 13:25:31 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 31 Oct 2012 10:25:31 -0700 Subject: [rt-users] Perl conflicts In-Reply-To: References: Message-ID: <50915F0B.3050800@bestpractical.com> 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. From chocoboselphie at gmx.de Wed Oct 31 13:43:10 2012 From: chocoboselphie at gmx.de (declaya) Date: Wed, 31 Oct 2012 10:43:10 -0700 (PDT) Subject: [rt-users] RT 4 Translation problem In-Reply-To: References: Message-ID: <34625441.post@talk.nabble.com> Hi Jan, make sure you didn't forget to clear the Mason cache (/path to your rt/var/mason_data/obj). I also forget it sometimes and wonder why my German translations won't work. ;) Hope this helps! Have a nice evening! declaya -- View this message in context: http://old.nabble.com/RT-4-Translation-problem-tp34624758p34625441.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ktm at rice.edu Wed Oct 31 13:47:49 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Wed, 31 Oct 2012 12:47:49 -0500 Subject: [rt-users] Perl conflicts In-Reply-To: <50915F0B.3050800@bestpractical.com> References: <50915F0B.3050800@bestpractical.com> Message-ID: <20121031174749.GV2872@aart.rice.edu> 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 From falcone at bestpractical.com Wed Oct 31 13:52:21 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 31 Oct 2012 13:52:21 -0400 Subject: [rt-users] RT 4 Translation problem In-Reply-To: <34625441.post@talk.nabble.com> References: <34625441.post@talk.nabble.com> Message-ID: <20121031175221.GB669@jibsheet.com> On Wed, Oct 31, 2012 at 10:43:10AM -0700, declaya wrote: > > make sure you didn't forget to clear the Mason cache (/path to your > rt/var/mason_data/obj). > I also forget it sometimes and wonder why my German translations won't work. > ;) If folks have translation updates, it'd be awesome to have them contributed back to launchpad so we can pull them into core. https://translations.launchpad.net/rt You may need to click on 'view all translations' -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From daksh at olemiss.edu Wed Oct 31 14:32:30 2012 From: daksh at olemiss.edu (Daksh Chauhan) Date: Wed, 31 Oct 2012 18:32:30 +0000 Subject: [rt-users] RT4.0.7 apache config question Message-ID: <075EB917A60B9E4989CC8205FF8B3E9806A1BC0E@exchange1.ad.olemiss.edu> Hello all, We have RT 4.0.7 installed on SLES11-SP2 64-bit Following is package version: This is perl, v5.10.0 built for x86_64-linux-thread-multi mysql Ver 14.12 Distrib 5.0.96, for suse-linux-gnu (x86_64) using EditLine wrapper apache2-2.2.12-1.30.1 apache2-mod_perl-2.0.4-40.19 After the installation, ran script (/opt/rt4/sbin/rt-server) to configure RT and it worked well! Note, we are running RT on port 8081, and see following in: /opt/rt4/etc/RT_SiteConfig.pm Set( $DatabasePort, '8081' ); Now, I am trying to configure apache using following (/etc/apache2/vhosts.d/rt.conf): --------------------------- ### Optional apache logs for RT # Ensure that your log rotation scripts know about these files ServerName my.server.name ErrorLog /var/log/rt4/apache2.error TransferLog /var/log/rt4/apache2.access LogLevel debug AddDefaultCharset UTF-8 DocumentRoot "/opt/rt4/share/html" Order allow,deny Allow from all SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); --------------------------- When I try to start apache, I get following 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 --------------------------- If I simply run the script (/opt/rt4/sbin/rt-server), RT works fine on port 8081 Have spent some time on google to resolve this error, but not getting anywhere. Anyone has any ideas or have seen this before? Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From jonathan.khattir at mobiquithings.net Wed Oct 31 14:35:17 2012 From: jonathan.khattir at mobiquithings.net (Jonathan Khattir) Date: Wed, 31 Oct 2012 19:35:17 +0100 Subject: [rt-users] Correspond yes but create No via email Message-ID: 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jasonm at katalystdm.com Wed Oct 31 14:52:51 2012 From: jasonm at katalystdm.com (Jason Marshall) Date: Wed, 31 Oct 2012 12:52:51 -0600 (MDT) Subject: [rt-users] Adding cc:'s and to:'s from subsequent emails. Message-ID: 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 Wed Oct 31 15:38:09 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 31 Oct 2012 15:38:09 -0400 Subject: [rt-users] Correspond yes but create No via email In-Reply-To: References: Message-ID: <20121031193809.GC669@jibsheet.com> On Wed, Oct 31, 2012 at 07:35:17PM +0100, Jonathan Khattir wrote: > 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. The easiest way to do this is to reject emails at the mail server level that do not have subject tags. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From trs at bestpractical.com Wed Oct 31 15:58:35 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 31 Oct 2012 12:58:35 -0700 Subject: [rt-users] RT 4 Translation problem In-Reply-To: References: Message-ID: <509182EB.5080403@bestpractical.com> On 10/31/2012 08:32 AM, Jan Niezb?dny wrote: > I wanna translate a few english names to polish and it goes quite > good. But i have problem to translate words from > user->settings->seaved searches->My Tickets, Unowned Tickets and > Bookmarket Tickets. I found one of them in right file with polish > translation share/po/pl.po and put there polish words: > msgid "My Tickets" > msgstr "Moje zg?oszenia" > But it doesn't change anything. Other two names i can't even find in this file. > > Maybe somebody knows how to change this words. I really appreciate any help This is a bug; those saved search names aren't properly localized in the source. Sorry for the hassle. I opened a bug for you: http://issues.bestpractical.com/Ticket/Display.html?id=21377 As Kevin notes, if you're improving the Polish translation, it'd be wonderful if you contributed your changes back to the community. There are instructions here for helping out: http://requesttracker.wikia.com/wiki/TranslationRosetta and the translation tool itself is at: https://translations.launchpad.net/rt/4.0 Thomas From smithj4 at bnl.gov Wed Oct 31 16:36:13 2012 From: smithj4 at bnl.gov (Jason A. Smith) Date: Wed, 31 Oct 2012 16:36:13 -0400 Subject: [rt-users] Adding cc:'s and to:'s from subsequent emails. In-Reply-To: References: Message-ID: <50918BBD.7080105@bnl.gov> We use this RT Scrip: http://requesttracker.wikia.com/wiki/AddWatchersOnCorrespond ~Jason On 10/31/2012 02:52 PM, Jason Marshall wrote: > 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! > -------- > We're hiring! http://bestpractical.com/jobs > -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 3091 bytes Desc: S/MIME Cryptographic Signature URL: From Seth.Lake at vangent.com Wed Oct 31 16:59:55 2012 From: Seth.Lake at vangent.com (Lake, Seth M (Vangent)) Date: Wed, 31 Oct 2012 20:59:55 +0000 Subject: [rt-users] Spreadsheet-esq Web Input In-Reply-To: <344089BE6091124BA4C977E9CDB331CB20FE008B@DENEXCMBP02.vangent.local> References: <344089BE6091124BA4C977E9CDB331CB20FDBFCE@DENEXCMBP02.vangent.local>, <344089BE6091124BA4C977E9CDB331CB20FE008B@DENEXCMBP02.vangent.local> Message-ID: <344089BE6091124BA4C977E9CDB331CB20FE022F@DENEXCMBP02.vangent.local> 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. 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. <%init> my $ARGSRef = $ARGS{'ARGSRef'}; if ( $QueueObj->Name eq 'Cabling' ) { $ARGSRef->{'Content'} = '
Status: <& /Elements/SelectStatus, Name => 'Status', DefaultLabel => loc("[_1] (Unchanged)", loc($Ticket->Status)) &> Status: <& /Elements/SelectStatus, Name => 'Status', DefaultLabel => loc("[_1] (Unchanged)", loc($Ticket->Status)), TicketObj => $Ticket &>
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Jim On Mon, Oct 22, 2012 at 4:40 PM, Darin Perusich wrote: > Hello All, > > Is there anyway to create a large number of tickets with the ability > to set a parent/children relationships? I use RT a lot as a project > management tool with one top-level ticket with lots of child tickets, > and children of children and having a way to create these tickets > quickly would be ideal. One thought I have would be an ajax page which > interfaces with the REST interface for ticket creation. > > Has anyone given this any thought or possible even have code they'd be > willing to share? > > thanks! > > -- > Later, > Darin > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > -------------- next part -------------- An HTML attachment was scrubbed... URL: From wolfram.huettermann at desy.de Tue Oct 23 05:03:47 2012 From: wolfram.huettermann at desy.de (Wolfram Huettermann) Date: Tue, 23 Oct 2012 11:03:47 +0200 Subject: [rt-users] ValidateCustomFields In-Reply-To: References: Message-ID: <50865D73.1070900@desy.de> On 10/22/12 18:00, rt-users-request at lists.bestpractical.com wrote: > Send rt-users mailing list submissions to > rt-users at lists.bestpractical.com > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > or, via email, send a message with subject or body 'help' to > rt-users-request at lists.bestpractical.com > > You can reach the person managing the list at > rt-users-owner at lists.bestpractical.com > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of rt-users digest..." > > > Today's Topics: > > 1. Friendly Validation Errors? (Mike Kennedy) > 2. Re: Size of the database. (Darin Perusich) > 3. RT-Authen-ExternalAuth. (Julien CAUNAN) > 4. Re: Size of the database. (Albert Shih) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 22 Oct 2012 03:27:45 +0000 > From: Mike Kennedy > To: "" > > Subject: [rt-users] Friendly Validation Errors? > Message-ID: > <4377A360F69D024197AF65862DEBCC051FE0C5B1 at EXCH-MBOX-1.exch.ucr.edu> > Content-Type: text/plain; charset="us-ascii" > > Hello, > > I've searched the archives, Google, the wiki (so I'm sorry if the answer to this is there, but I just missed it.) > > Is there any way, short of editing the source, to have more friendly validation errors. So, rather than "Input must match [Mandatory]" I could change it to say "This field is required." Or, instead of "Input must match ^[a-zA-Z]+$", it could say, "Value must contain only letters." > > Thanks, > > Mike > > > > Hello Mike, you can change /Elements/ValidateCustomFields in a plugin like that that. The code is like that: my %Messages = ("[Mandatory]" => "This field is required", "[^[a-zA-Z]+]" => "This field must contain letters"); foreach my $value( @values ) { next if $CF->MatchPattern($value); my $msg = exists($Messages{$CF->FriendlyPattern}) ?$Messages{$CF->FriendlyPattern} :"Input must match".$CF->FriendlyPattern ; $m->notes( ('InvalidField-' . $CF->Id) => $msg ); push @res, $msg; $valid = 0; } That does work. From bart at pleh.info Tue Oct 23 07:41:48 2012 From: bart at pleh.info (Bart) Date: Tue, 23 Oct 2012 13:41:48 +0200 Subject: [rt-users] Customize Notifications (on correspond send e-mail to all requestors and Ccs) In-Reply-To: <5074C19C.10906@bestpractical.com> References: <50639BAC.9040201@bestpractical.com> <5074C19C.10906@bestpractical.com> Message-ID: Hi, I've managed to turn off the reply feature using the following wiki article: - http://requesttracker.wikia.com/wiki/OnWebCorrespond All I had to do was change the condition of the scrip "On Correspond Notify Requestors and Ccs" to "User defined" and enter this custom condition: my $trans = $self->TransactionObj; return 0 unless $trans->Type eq "Correspond"; my $msgattr = $trans->Message->First; return 1 unless $msgattr; return 0 if $msgattr->GetHeader('Received'); return 1; After that all functionality remained working (incoming mails are registered, people receive an auto-reply, manual mails can be send, etc.) but without the feature where "someone" sends a mail to RT with "a" ticket ID in it which would trigger this scrip to send that mail to all requestors and ccs linked to that specific ticket. I've edited the global script, basically disabling this by default for all queue's. We'll enable this feature again on specific queue's when our users require it. Thanks for the replies so far, thanks to them I was able to narrow down the feature towards one specific scrip which made turning off the feature relatively easy. -- Bart 2012/10/10 Thomas Sibley > On 09/27/2012 02:36 AM, Bart wrote: > > When I disable those scrips I get the following effect: > > > > * First off, the behavior I want to disable is disabled. > > * But, the autoreply scrip doesn't work anymore. > > * And, any type of outgoing mail stops working. > > > > RT simply registers the correspondence when you send a reply but > > doesn't record outgoing mail. > > That implies you're disabling the wrong scrips or something seriously > funny is going on with your RT instance. > > The scrips you listed and I described are not related to the Autoreply > scrip. > > > I guess what I want to achieve is the following: > > > > 1. Leave the autoreply upon ticket creating in tact, we want to keep > > the ability to send requestors a default mail with their ticket ID + > > a small note that we're working on it and that we've received the > > mail correctly. > > 2. Keep the ability to actually send e-mails to requestors or to > > one-time cc's. > > 3. But disable the feature where an incoming mail for a ticket triggers > > something which sends an e-mail to all requestors/cc's. This > > specific feature is something that we'd want to disable for all > > queue's, but when we manually send an e-mail from RT to one or more > > people then the mail has to go to those people that we've selected > > during creating the correspondence. > > Disabling "On Correspond Notify Requestors and Ccs" will disable all > ticket replies (via mail or the web) from going to Requestors and Ccs. > It won't disable the "One-time" fields however, and you could use those > without any further customization. Note that this would be somewhat of > a pain to have to fill in all the requestors' and ccs' addresses > whenever you want to actually reply to a ticket. > > > 4. Also, other scrips that send mails when someone sets you as an > > owner, etc. should also keep working. Just the feature of point 3 > > which is triggered upon receiving an e-mail is what we want to > disable. > > > > I'm assuming then that I'd have to modify the behavior of these scrips > > so that they only trigger when sent from RT itself. I'm assuming this > > means that I'll have to write a custom condition for these scrips, what > > would be the best way to do this? I'd probably need to get the original > > condition and then modify it, but where do I find this? (and where to > start) > > Yep, custom conditions for the one or two scrips which handle this are > your best option for distinguishing between incoming mail and the web > being the trigger. You'd want to start with an on disk condition that > gets a pointer inserted into the database so it shows up in the Scrip > action dropdown. This lets you re-use RT's core conditions by > subclassing them and writing your own condition check. > > There's a branch in flight (not yet merged to 4.0-trunk) which adds an > X-RT-Interface header that would make your condition check slightly > simpler (rather than a variety of heuristics, you'd just check the > header). It's called 4.0/interface-in-headers. > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Oct 23 13:13:37 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 23 Oct 2012 10:13:37 -0700 Subject: [rt-users] Customize Notifications (on correspond send e-mail to all requestors and Ccs) In-Reply-To: References: <50639BAC.9040201@bestpractical.com> <5074C19C.10906@bestpractical.com> Message-ID: <5086D041.8060102@bestpractical.com> On 10/23/2012 04:41 AM, Bart wrote: > I've managed to turn off the reply feature using the following wiki article: > > * http://requesttracker.wikia.com/wiki/OnWebCorrespond > > All I had to do was change the condition of the scrip "On Correspond > Notify Requestors and Ccs" to "User defined" and enter this custom > condition: > > my $trans = $self->TransactionObj; > return 0 unless $trans->Type eq "Correspond"; > my $msgattr = $trans->Message->First; > return 1 unless $msgattr; > return 0 if $msgattr->GetHeader('Received'); > return 1; I'm glad to hear you got it working. :) As a heads up for you and other users who may be using the "check for a Received: header" heuristic, a future 4.0.x release will have an X-RT-Interface header containing one of the values: Email, Web, Mobile, or REST. (This is on the not-yet-merged 4.0/interface-in-headers branch.) The X-RT-Interface header will do away with any potential ambiguity around how the ticket was created. Thomas From diaulas.castro at intersolution.inf.br Tue Oct 23 13:24:19 2012 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Tue, 23 Oct 2012 17:24:19 +0000 Subject: [rt-users] Strange CLI Date Output Message-ID: <3B9178D874F56F47B616AB50C01F7B773FC96DF3@GRUPRD8002MB111.lamprd80.prod.outlook.com> Hello RT friends, I got this problem and cant resolve, i cant even locate when started. My CLI started to output errors about ParseDate, but just some tickets, see below: Tickets 770,1070 and 3070 are OK, displaying relative date (7mth, 3mth) Ticket 2070 with error, displaying parsedate error. root at rt:~# rt ls 770 Query:id=770 Ticket Owner Queue Age Told Status Requestor Subject -------------------------------------------------------------------------------- 770 jose. hsr 7 mth 7 mth resolv leandro.v Ativa????o de Job root at rt:~# rt ls 2070 Query:id=2070 Ticket Owner Queue Age Told Status Requestor Subject -------------------------------------------------------------------------------- Unknown date format in parsedate: Sex Maio 11 15:54:49 2012 Unknown date format in parsedate: Ter Maio 15 17:55:18 2012 2070 hugo. h9j ??? ??? resolv luciano.c Exclus??o de host SIGMon root at rt:~# rt ls 1070 Query:id=1070 Ticket Owner Queue Age Told Status Requestor Subject -------------------------------------------------------------------------------- 1070 diaul saude 7 mth 7 mth resolv mirley.ti Verificacao de download e link root at rt:~# rt ls 3070 Query:id=3070 Ticket Owner Queue Age Told Status Requestor Subject -------------------------------------------------------------------------------- 3070 nelso cardi 3 mth 3 mth resolv sistemas@ Dump Below -l to list details: root at rt:~# rt ls -l 770 id: ticket/770 Queue: hsr Owner: jose.barduchi at intersolution.inf.br Creator: XXXXX Subject: Ativa????o de Job Status: resolved Priority: 0 InitialPriority: 0 FinalPriority: 0 Requestors: XXXX Cc: XXXX AdminCc: XXX Created: Ter Mar 06 14:04:03 2012 Starts: N??o definido Started: Ter Mar 06 14:51:24 2012 Due: N??o definido Resolved: Ter Mar 06 15:13:21 2012 Told: Ter Mar 06 15:13:19 2012 LastUpdated: Ter Mar 06 15:16:06 2012 TimeEstimated: 0 TimeWorked: 0 TimeLeft: 0 CF.{Agendado}: CF.{Horas_Normais}: 0 CF.{Minutos_Normais}: 30 CF.{Horas_Extras}: 0 CF.{Minutos_Extras}: 0 CF.{Reaberto}: CF.{Chamado_Interno}: CF.{Cobranca}: CF.{Visita}: CF.{area}: -------------- next part -------------- An HTML attachment was scrubbed... URL: From diaulas.castro at intersolution.inf.br Tue Oct 23 13:32:24 2012 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Tue, 23 Oct 2012 17:32:24 +0000 Subject: [rt-users] RES: Strange CLI Date Output Message-ID: <3B9178D874F56F47B616AB50C01F7B773FC96E43@GRUPRD8002MB111.lamprd80.prod.outlook.com> Forgot to add some info. root at rt:~# lsb_release -ris Ubuntu 11.10 root at rt:~# dpkg -s request-tracker4 | grep Version Version: 4.0.1-1 root at rt:~# rt ls 3070 -l | grep Created && rt ls 2070 -l | grep Created Created: Qua Jun 27 15:01:37 2012 Created: Sex Maio 11 15:54:49 2012 Looks that some tickets have full month name and some not. De: Diaulas Castro Enviada em: ter?a-feira, 23 de outubro de 2012 15:24 Para: rt-users at lists.bestpractical.com Assunto: Strange CLI Date Output Hello RT friends, I got this problem and cant resolve, i cant even locate when started. My CLI started to output errors about ParseDate, but just some tickets, see below: Tickets 770,1070 and 3070 are OK, displaying relative date (7mth, 3mth) Ticket 2070 with error, displaying parsedate error. root at rt:~# rt ls 770 Query:id=770 Ticket Owner Queue Age Told Status Requestor Subject -------------------------------------------------------------------------------- 770 jose. hsr 7 mth 7 mth resolv leandro.v Ativa????o de Job root at rt:~# rt ls 2070 Query:id=2070 Ticket Owner Queue Age Told Status Requestor Subject -------------------------------------------------------------------------------- Unknown date format in parsedate: Sex Maio 11 15:54:49 2012 Unknown date format in parsedate: Ter Maio 15 17:55:18 2012 2070 hugo. h9j ??? ??? resolv luciano.c Exclus??o de host SIGMon root at rt:~# rt ls 1070 Query:id=1070 Ticket Owner Queue Age Told Status Requestor Subject -------------------------------------------------------------------------------- 1070 diaul saude 7 mth 7 mth resolv mirley.ti Verificacao de download e link root at rt:~# rt ls 3070 Query:id=3070 Ticket Owner Queue Age Told Status Requestor Subject -------------------------------------------------------------------------------- 3070 nelso cardi 3 mth 3 mth resolv sistemas@ Dump Below -l to list details: root at rt:~# rt ls -l 770 id: ticket/770 Queue: hsr Owner: XXX Creator: XXXXX Subject: Ativa????o de Job Status: resolved Priority: 0 InitialPriority: 0 FinalPriority: 0 Requestors: XXXX Cc: XXXX AdminCc: XXX Created: Ter Mar 06 14:04:03 2012 Starts: N??o definido Started: Ter Mar 06 14:51:24 2012 Due: N??o definido Resolved: Ter Mar 06 15:13:21 2012 Told: Ter Mar 06 15:13:19 2012 LastUpdated: Ter Mar 06 15:16:06 2012 TimeEstimated: 0 TimeWorked: 0 TimeLeft: 0 CF.{Agendado}: CF.{Horas_Normais}: 0 CF.{Minutos_Normais}: 30 CF.{Horas_Extras}: 0 CF.{Minutos_Extras}: 0 CF.{Reaberto}: CF.{Chamado_Interno}: CF.{Cobranca}: CF.{Visita}: CF.{area}: -------------- next part -------------- An HTML attachment was scrubbed... URL: From julien.caunan at bmscircuits.com Wed Oct 24 05:56:40 2012 From: julien.caunan at bmscircuits.com (Julien CAUNAN) Date: Wed, 24 Oct 2012 09:56:40 +0000 Subject: [rt-users] Problem with JSGantt Extension. In-Reply-To: <20121016183821.GE22310@jibsheet.com> References: <1F6C5B0A9EE59C4F886C816E0C092F2D181471F4@AMSPRD0710MB389.eurprd07.prod.outlook.com>, <20121016183821.GE22310@jibsheet.com> Message-ID: <1F6C5B0A9EE59C4F886C816E0C092F2D1815AFEA@AMSPRD0710MB389.eurprd07.prod.outlook.com> Hi everybody, Thank you Kevin, in fact I've applied the patch (my RT version is 3.8.8), and Gantt extension work correctly. Two days ago, I've writen a mail about a function I built on RT : I would like to have some informations about the differents possibilities of RT with this extension RT-Authen-ExternalAuth. In fact, we work with the RT 3.8.8 and I would like to export to an other DB (Linux, Mysql...) some information about tickets. Some personnes of my company have to clock their works (TimeWorked) everyday, there is an application to load their time worked, I would like to do that with RT from " What I did today" HTML page. When they click on "Record all updates", they update all their tickets and I would like to load on the other DB these timeworks. I wrote the Perl code that I wanted to insert in the "MyDay.html". In fact, the begening of the function is : use warnings; use strict; use Time::Local; use base qw(RT::CustomFieldValues); use DBI; # Charger le module DBI use vars qw/ $VERSION /; # Version du script $VERSION = '1.0'; # Param?tres de connexion ? la base de donn?es my $bd = 'pointage'; my $serveur = 'sqlxxxxxxx; my $identifiant = 'xxx'; my $motdepasse = 'xxxx'; # Connexion ? la base de donn?es MySQL my $dbh = DBI->connect( "dbi:xxxxx:dbname=$bd;host=$serveur;", $identifiant, $motdepasse ) or die "Connexion impossible ? la base de donn?es $bd !"; # Insertion des donn?es my $requete_sql_pointage = <<"SQL"; INSERT INTO pointage ( matricule, sect, type-pointage, ordre, temps_passe, date_pointage, nom ) VALUES ( $owner, 'S760044', '2', $args{Ordre Byo}, $worked, $day/$mon/$yr $hr:$min:$sec, $user ); SQL my $sth_pointage = $dbh->prepare($requete_sql_pointage) or die $dbh->errstr; $sth_pointage->execute( $owner, 'S760044', '2', $args{Ordre Byo}, $worked, $day/$mon/$yr $hr:$min:$sec, $user ) or die "Echec Requ?te $requete_sql_pointage : $DBI::errstr"; # D?connexion de la base de donn?es $dbh->disconnect(); Can you tell me how can I do that ? And "extension RT-Authen-ExternalAuth", would be it work in my case ? I 've this extension in my RT for an other function and it works. Thank you for your help. Best regards, Julien CAUNAN Support Moyens De Tests Av. Paul Gellos, BP 531 - 64105 - BAYONNE Cedex - FRANCE julien.caunan at bmscircuits.com T?l : +33 (0)5 59 58 41 51 Mob : Fax : +33 (0)5 59 58 57 01 www.bmscircuits.com Please consider your environmental responsibility before printing this e-mail ________________________________________ De : rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] de la part de Kevin Falcone [falcone at bestpractical.com] Envoy? : mardi 16 octobre 2012 20:38 ? : rt-users at lists.bestpractical.com Objet : Re: [rt-users] Problem with JSGantt Extension. On Tue, Oct 16, 2012 at 04:51:46PM +0000, Julien CAUNAN wrote: > I've installed "RT-Extension-JSGantt" with (middle) success but it doesn't appear on my RT. > > It seems that it needs to apply a patch, someone can tell me how do you apply this patch (the > real procedure). You didn't list your RT version, the patch directions are in the README file if you're running 3.8. -kevin # " Ce courriel et les documents qui lui sont joints peuvent contenir des informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont pas destin?s, nous vous signalons qu'il est strictement interdit de les divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en informer l'exp?diteur et de supprimer imm?diatement de votre syst?me informatique ce courriel ainsi que tous les documents qui y sont attach?s." ****** " This e-mail and any attached documents may contain confidential or proprietary information. If you are not the intended recipient, you are notified that any dissemination, copying of this e-mail and any attachments thereto or use of their contents by any means whatsoever is strictly prohibited. If you have received this e-mail in error, please advise the sender immediately and delete this e-mail and all attached documents from your computer system." # From redpantyhose at yahoo.com Wed Oct 24 08:09:44 2012 From: redpantyhose at yahoo.com (Red Pantyhose) Date: Wed, 24 Oct 2012 05:09:44 -0700 (PDT) Subject: [rt-users] Fw: [rt-devel] Create a CustomField and Apply it Globally In-Reply-To: <1351079471.40754.YahooMailNeo@web163404.mail.gq1.yahoo.com> References: <1351079471.40754.YahooMailNeo@web163404.mail.gq1.yahoo.com> Message-ID: <1351080584.86852.YahooMailNeo@web163403.mail.gq1.yahoo.com> Dear RT-Users I have a problem applying a CustomField in a Scrip I created. I like to create dynamically create CustomFields and Apply them Globally. The RT::CustomField->Cerate() Code below works ... But I have to ApplyGlobally manually via : $WebURL/rt/Admin/CustomFields/Objects.html because I'm unable to understand how to deal with RT::CustomField->ApplyGlobally Can you send me an Example how to deal with ApplyGlobally ? Thanks sincerely, # --- MY CODE ---# my $cf = RT::CustomField->new( RT::SystemUser ); my ( $cf_val, $cf_msg ) = $cf->Create( ??????????? Name????????? => 'NAME_FROM_DB', ??????????? TypeComposite => 'Freeform-1', ??????????? LookupType??? => 'RT::Queue-RT::Ticket', ??????????? Description?? => 'DESCRIPTION_RETRIVED_FROM_DB', ??????????? Pattern?????? => '', ??????????? LinkValueTo?? => '', ??????????? IncludeContentForValue => '', ??????????? BasedOn?????? => '', ??????????? Disabled????? => 0, ); # Please help me here ???? $cf = RT::CustomField->new( RT::SystemUser ); $cf->Load( Id => $cf_val ); $cf->ApplyGlobally; -------------- next part -------------- An HTML attachment was scrubbed... URL: From holger.haase at stepstone.de Wed Oct 24 10:15:49 2012 From: holger.haase at stepstone.de (Holger Haase) Date: Wed, 24 Oct 2012 14:15:49 +0000 Subject: [rt-users] Don't close tickets (or re-open) if a specific custom field is not a specific value Message-ID: <5D08E63E868A954E915B2BB0CD4A86AA01164E3663@DE-2K8EX-DUS01.stepstone.asa> Hi all, I searched (Google/wiki/nabble/...) and tried for several hours now. Nothing worked. I have to make sure tha a ticket can only be closed if a custom field (or maybe transaction custom field) has a specific value. I have more than one queue and this should not happen globaly but in several queues. Is there any way to do this? Thank you so much for your help in advance, Holger From bluethundr at gmail.com Wed Oct 24 11:57:54 2012 From: bluethundr at gmail.com (Tim Dunphy) Date: Wed, 24 Oct 2012 11:57:54 -0400 Subject: [rt-users] correcting users annoying behavior Message-ID: Hello, We have an RT server at our company that is growing in popularity. Other depts are starting to use it and the RT is starting to process more and more tickets. We live in a very big production house that gets very busy and has 'crisis' moments at least a few times week. During such 'crises' users tend to respond to RT tickets by putting the rt-reply address in the CC: field of the email. The email thread could then go on for another 20 to 30 emails or so, each generating a new ticket because RT is in the CC: field and not the TO: field. I'm not very optimistic of my chances of walking up to each and every user and wagging my finger in their face to correct the proper RT behavior of leaving RT in the 'TO' field and not the CC' field. So my question to you, dear listers, is is there any way to handle this situation on the RT side? A plugin or setting that gets RT to NOT create a new ticket if it receives mail by way of the CC line of the email? Another annoying behavior we're trying to correct is employees forgetting that they have tickets! Is there any way to get RT to email a reminder to the owner of a ticket after X amount of time has passed on a ticket with no activity? Thanks Tim -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -------------- next part -------------- An HTML attachment was scrubbed... URL: From diaulas.castro at intersolution.inf.br Wed Oct 24 12:18:13 2012 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Wed, 24 Oct 2012 16:18:13 +0000 Subject: [rt-users] RES: correcting users annoying behavior In-Reply-To: References: Message-ID: <3B9178D874F56F47B616AB50C01F7B77405697DE@GRUPRD8002MB111.lamprd80.prod.outlook.com> For your question about reminders, i don't have perl knowledge or RT-CRONTOOL but I made our reminders based on bash scripts with CLI output. This is sample of my bash script that send mail to everyone with open tickets and not updated on last 2 hours. /usr/bin/rt ls -o LastUpdated -t ticket "Status=open AND LastUpdated < '2 hour ago' " -f id,queue,subject,owner,status,lastupdated | grep -v ^Owner | grep -v "No matching results" | grep -v ^$ >> $TEMP while read line ; do DATA=$(date +%s) TICKET=`echo $line | awk '{print $1}'` QUEUE=` echo $line | awk '{print $2}'` OWNER=` echo $line | awk '{print $3}'` STATUS=`echo $line | awk '{print $5}'` echo "From: ticket at domain" > $MAIL echo "To: $OWNER; " >> $MAIL echo "MIME-Version: 1.0" >> $MAIL echo 'Content-type: text/html; charset=iso-8859-1' >> $MAIL echo " boundary=$DATA/rt.domain" >> $MAIL echo "Subject: [$QUEUE #$TICKET] ALERT: Ticket not updated" >> $MAIL some echos to $MAIL, I try to "echo" as html code so my reminders got a better look. End script with if [ -s $TEMP ] ; then /usr/sbin/sendmail -t < $MAIL fi done < $TEMP De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Tim Dunphy Enviada em: quarta-feira, 24 de outubro de 2012 13:58 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] correcting users annoying behavior Hello, We have an RT server at our company that is growing in popularity. Other depts are starting to use it and the RT is starting to process more and more tickets. We live in a very big production house that gets very busy and has 'crisis' moments at least a few times week. During such 'crises' users tend to respond to RT tickets by putting the rt-reply address in the CC: field of the email. The email thread could then go on for another 20 to 30 emails or so, each generating a new ticket because RT is in the CC: field and not the TO: field. I'm not very optimistic of my chances of walking up to each and every user and wagging my finger in their face to correct the proper RT behavior of leaving RT in the 'TO' field and not the CC' field. So my question to you, dear listers, is is there any way to handle this situation on the RT side? A plugin or setting that gets RT to NOT create a new ticket if it receives mail by way of the CC line of the email? Another annoying behavior we're trying to correct is employees forgetting that they have tickets! Is there any way to get RT to email a reminder to the owner of a ticket after X amount of time has passed on a ticket with no activity? Thanks Tim -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Wed Oct 24 12:47:49 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Wed, 24 Oct 2012 09:47:49 -0700 Subject: [rt-users] correcting users annoying behavior In-Reply-To: References: Message-ID: Tim, Have you tried training them? Have a class for all the RT users and point out how they are creating a nightmare and show them how RT automatically takes care of CC's, etc.once they are set up in the ticket. Discuss with them other methods and ask them about changes they might like to have. Give them a reason to work with you. Hope this helps Kenn On Wed, Oct 24, 2012 at 8:57 AM, Tim Dunphy wrote: > Hello, > > We have an RT server at our company that is growing in popularity. Other > depts are starting to use it and the RT is starting to process more and > more tickets. We live in a very big production house that gets very busy > and has 'crisis' moments at least a few times week. During such 'crises' > users tend to respond to RT tickets by putting the rt-reply address in the > CC: field of the email. The email thread could then go on for another 20 to > 30 emails or so, each generating a new ticket because RT is in the CC: > field and not the TO: field. > > I'm not very optimistic of my chances of walking up to each and every > user and wagging my finger in their face to correct the proper RT behavior > of leaving RT in the 'TO' field and not the CC' field. So my question to > you, dear listers, is is there any way to handle this situation on the RT > side? A plugin or setting that gets RT to NOT create a new ticket if it > receives mail by way of the CC line of the email? > > Another annoying behavior we're trying to correct is employees forgetting > that they have tickets! Is there any way to get RT to email a reminder to > the owner of a ticket after X amount of time has passed on a ticket with no > activity? > > Thanks > Tim > > -- > GPG me!! > > gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B > > > > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Seth.Lake at vangent.com Wed Oct 24 16:41:11 2012 From: Seth.Lake at vangent.com (Lake, Seth M (Vangent)) Date: Wed, 24 Oct 2012 20:41:11 +0000 Subject: [rt-users] Spreadsheet-esq Web Input Message-ID: <344089BE6091124BA4C977E9CDB331CB20FDBFCE@DENEXCMBP02.vangent.local> Hello. I'm looking for a solution to my conundrum (aren't we all?)... We have a cabling request spreadsheet that we want to webify and fold into a ticketing and inventory tracking system. I've got RT 4 and AT 2 working fairly well together now, but I'm running into an issue trying to get the new ticket form for the cabling queue to work properly. For each ticket there will be anywhere from 1-20+ cable runs on the ticket, and they each need a source, destination, and other info attached to them. This is obvious on a spreadsheet, but I'm having a hard time translating it into Custom Fields. so something like environment, source rack, source equipment, source port, destination rack, destination equipment 1e, 1sr, 1se, 1sp, 1dr, 1de 2e, 2sr, 2se, 2sp, 2dr, 2de 3e, 3sr, 3se, 3sp, 3dr, 3de ... As you can see the number of discreet CFs quickly gets out of hand with something like this. I'm trying to avoid uploading attachments as separate entities but an attachment (simple Excel spreadsheet for example) that was translated into CFs would work. Thank you for any suggestions helping me make this work correctly. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Oct 24 22:58:21 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 24 Oct 2012 22:58:21 -0400 Subject: [rt-users] Error When Upgrade-Database from 3.8.1 to 3.8.2 In-Reply-To: <614F72FB-40F8-42DB-87DA-FA879EA90EBF@marine.rutgers.edu> References: <614F72FB-40F8-42DB-87DA-FA879EA90EBF@marine.rutgers.edu> Message-ID: <20121025025821.GO22310@jibsheet.com> On Mon, Oct 22, 2012 at 05:13:57PM -0400, Cynthia Roe wrote: > I am in the process of upgrade our RT environment from 3.2.2 to 4.0.7. > So far I have been able to upgrade successfully from 3.2.2 to 3.8.1. > However, when I run the $ make upgrade-database from 3.8.1 to 3.8.2 I > received the following error: Is there a particular reason that you're going one upgrade at a time? We wrote the make upgrade-database command to make running them all much easier than it ever was in older versions. In this case, the problem is that RT's code expects the ACL table to have a Creator field, but the 3.8.2 upgrade is run before the schema change. We actually have code to handle this and if you let it just run from 3.8.1 -> 4.0.6 instead of taking single steps, it will complete correctly. There's a bug that it only looks for our special "backcompat" file in the versions of the upgrade you specified, and we should fix that, but I'm not sure why you're running the upgrade in single steps instead of just letting it go and only revisiting it if something fails? I've filed a bug about this http://issues.bestpractical.com/Ticket/Display.html?id=21317 -kevin > $ make upgrade-database > Enter RT version you're upgrading from: 3.8.1 > > Going to apply following upgrades: > * 3.8.2 > * 3.8.3 > * 3.8.4 > * 3.8.6 > * 3.8.8 > * 3.8.9 > * 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: 3.8.2 > > Going to apply following upgrades: > * 3.8.2 > > IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP > > Proceed [y/N]:y > Processing 3.8.2 > Now inserting data. > [Mon Oct 22 20:54:57 2012] [warning]: Going to add [OLD] prefix to all templates in approvals queue. If you have never used approvals, you can safely delete all the templates with the [OLD] prefix. Leave the new Approval templates because you may eventually want to start using approvals. (./etc/upgrade/3.8.2/content:3) > [Mon Oct 22 20:54:58 2012] [warning]: DBD::mysql::st execute failed: Unknown column 'Creator' in 'field list' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:587) -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Oct 24 23:14:45 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 24 Oct 2012 23:14:45 -0400 Subject: [rt-users] Strange CLI Date Output In-Reply-To: <3B9178D874F56F47B616AB50C01F7B773FC96DF3@GRUPRD8002MB111.lamprd80.prod.outlook.com> References: <3B9178D874F56F47B616AB50C01F7B773FC96DF3@GRUPRD8002MB111.lamprd80.prod.outlook.com> Message-ID: <20121025031445.GP22310@jibsheet.com> On Tue, Oct 23, 2012 at 05:24:19PM +0000, Diaulas Castro wrote: > Hello RT friends, > I got this problem and cant resolve, i cant even locate when started. > > My CLI started to output errors about ParseDate, but just some tickets, see below: > > Tickets 770,1070 and 3070 are OK, displaying relative date (7mth, 3mth) > Ticket 2070 with error, displaying parsedate error. I'd be curious to know if you have LC_DATE set to something and what you've chosen as your DateTimeFormat in RT_SiteConfig.pm or in your user preferences. -kevin > > root at rt:~# rt ls 770 > Query:id=770 > Ticket Owner Queue Age Told Status Requestor Subject > -------------------------------------------------------------------------------- > 770 jose. hsr 7 mth 7 mth resolv leandro.v Ativa????o de Job > > > root at rt:~# rt ls 2070 > Query:id=2070 > Ticket Owner Queue Age Told Status Requestor Subject > -------------------------------------------------------------------------------- > Unknown date format in parsedate: Sex Maio 11 15:54:49 2012 > Unknown date format in parsedate: Ter Maio 15 17:55:18 2012 > 2070 hugo. h9j ??? ??? resolv luciano.c Exclus??o de host SIGMon > > > root at rt:~# rt ls 1070 > Query:id=1070 > Ticket Owner Queue Age Told Status Requestor Subject > -------------------------------------------------------------------------------- > 1070 diaul saude 7 mth 7 mth resolv mirley.ti Verificacao de download e link > > > root at rt:~# rt ls 3070 > Query:id=3070 > Ticket Owner Queue Age Told Status Requestor Subject > -------------------------------------------------------------------------------- > 3070 nelso cardi 3 mth 3 mth resolv sistemas@ Dump -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Oct 24 23:28:44 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 24 Oct 2012 23:28:44 -0400 Subject: [rt-users] Fw: [rt-devel] Create a CustomField and Apply it Globally In-Reply-To: <1351080584.86852.YahooMailNeo@web163403.mail.gq1.yahoo.com> References: <1351079471.40754.YahooMailNeo@web163404.mail.gq1.yahoo.com> <1351080584.86852.YahooMailNeo@web163403.mail.gq1.yahoo.com> Message-ID: <20121025032844.GQ22310@jibsheet.com> On Wed, Oct 24, 2012 at 05:09:44AM -0700, Red Pantyhose wrote: > > because I'm unable to understand how to deal with > > RT::CustomField->ApplyGlobally Check the docs for ApplyGlobally: http://bestpractical.com/rt/docs/latest/RT/CustomField.html#ApplyGlobally It does not apply a custom field globally, it tells you about the CF. I suspect you want http://bestpractical.com/rt/docs/latest/RT/CustomField.html#AddToObject-OBJECT and to look at how share/html/Admin/CustomFields/Objects.html does it -kevin > Thanks sincerely, > > # --- MY CODE ---# > > my $cf = RT::CustomField->new( RT::SystemUser ); > > my ( $cf_val, $cf_msg ) = $cf->Create( > Name => 'NAME_FROM_DB', > TypeComposite => 'Freeform-1', > LookupType => 'RT::Queue-RT::Ticket', > Description => 'DESCRIPTION_RETRIVED_FROM_DB', > Pattern => '', > LinkValueTo => '', > IncludeContentForValue => '', > BasedOn => '', > Disabled => 0, > ); > > # Please help me here ???? > $cf = RT::CustomField->new( RT::SystemUser ); > $cf->Load( Id => $cf_val ); > $cf->ApplyGlobally; -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From cloos at netcologne.de Thu Oct 25 04:23:41 2012 From: cloos at netcologne.de (Christian Loos) Date: Thu, 25 Oct 2012 10:23:41 +0200 Subject: [rt-users] Don't close tickets (or re-open) if a specific custom field is not a specific value In-Reply-To: <5D08E63E868A954E915B2BB0CD4A86AA01164E3663@DE-2K8EX-DUS01.stepstone.asa> References: <5D08E63E868A954E915B2BB0CD4A86AA01164E3663@DE-2K8EX-DUS01.stepstone.asa> Message-ID: <5088F70D.80807@netcologne.de> Am 24.10.2012 16:15, schrieb Holger Haase: > Hi all, > > I searched (Google/wiki/nabble/...) and tried for several hours now. Nothing worked. > I have to make sure tha a ticket can only be closed if a custom field (or maybe transaction custom field) has a specific value. > I have more than one queue and this should not happen globaly but in several queues. > Is there any way to do this? > > Thank you so much for your help in advance, > Holger > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > Hi Holger, You can use a global scrip with an queue filter like this (scrip not tested): Condition: On Resolve Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom action preparation code: my @queue_list = qw(Queue1 Queue2); my $ticket = $self->TicketObj; my $queue = $ticket->QueueObj; my $queue_name = $queue->Name; return 0 unless grep /$queue_name/, @queue_list ; return 0 if $ticket->FirstCustomFieldValue('YourCfName'); return 1; Custom action cleanup code: $self->TicketObj->SetStatus('open'); return 1; Chris From jzabolotnyi at arces.net Thu Oct 25 05:55:01 2012 From: jzabolotnyi at arces.net (Jack Zabolotnyi) Date: Thu, 25 Oct 2012 11:55:01 +0200 Subject: [rt-users] Don't close tickets (or re-open) if a specific custom field is not a specific value In-Reply-To: <5D08E63E868A954E915B2BB0CD4A86AA01164E3663@DE-2K8EX-DUS01.stepstone.asa> References: <5D08E63E868A954E915B2BB0CD4A86AA01164E3663@DE-2K8EX-DUS01.stepstone.asa> Message-ID: Or you can use html callbacks to dismiss changes before sending them to scrips - just after user click "Submit" - you can check CF value and in case of error trigger Abort("Error message"). This will show notification to client that his changes were discarded. On Wed, Oct 24, 2012 at 4:15 PM, Holger Haase wrote: > Hi all, > > I searched (Google/wiki/nabble/...) and tried for several hours now. > Nothing worked. > I have to make sure tha a ticket can only be closed if a custom field (or > maybe transaction custom field) has a specific value. > I have more than one queue and this should not happen globaly but in > several queues. > Is there any way to do this? > > Thank you so much for your help in advance, > Holger > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs > -- Jack Zabolotnyi Arces Network, LLC e: jzabolotnyi at arces.net w: http://www.arces.net PGP key: 2048R/7F2AB658 2012-07-02 PGP fingerprint: 4C7E 00A8 5210 F3D9 0509 C70E 87C8 666E 7F2A B658 -------------- next part -------------- An HTML attachment was scrubbed... URL: From CLoos at netcologne.de Thu Oct 25 06:00:35 2012 From: CLoos at netcologne.de (Loos, Christian) Date: Thu, 25 Oct 2012 10:00:35 +0000 Subject: [rt-users] Don't close tickets (or re-open) if a specific custom field is not a specific value In-Reply-To: <5D08E63E868A954E915B2BB0CD4A86AA01164E6321@DE-2K8EX-DUS01.stepstone.asa> References: <5D08E63E868A954E915B2BB0CD4A86AA01164E6321@DE-2K8EX-DUS01.stepstone.asa> Message-ID: Hi Holger, your Custom action preparation code must look like this: my @queue_list = qw(second_level); my $ticket = $self->TicketObj; my $queue = $ticket->QueueObj; my $queue_name = $queue->Name; return 0 unless grep /$queue_name/, @queue_list ; return 0 if $ticket->FirstCustomFieldValue('AssetTag'); return 1; This *must* be an global script. It only runs if the ticket queue is in the @queue_list array. Chris Christian Loos Network Documentation & Fibre Management _________________________________________________________________________ NETCOLOGNE Gesellschaft f?r Telekommunikation mbH Am Coloneum 9 | 50829 K?ln Tel: 0221 2222-276 | Fax: 0221 2222-7276 | Mobil: 0177 8888276 www.netcologne.de Gesch?ftsf?hrer: Dr. Hans Konle (Sprecher) Dipl.-Ing. Karl-Heinz Zankel Vorsitzender des Aufsichtsrates: Dr. Andreas Cerbe HRB 25580, AG K?ln Diese Nachricht (inklusive aller Anh?nge) ist vertraulich. Sollten Sie diese Nachricht versehentlich erhalten haben, bitten wir, den Absender (durch Antwort-E-Mail) hiervon unverz?glich zu informieren und die Nachricht zu l?schen. Die E-Mail darf in diesem Fall weder vervielf?ltigt noch in anderer Weise verwendet werden. -----Urspr?ngliche Nachricht----- Von: Holger Haase [mailto:holger.haase at stepstone.de] Gesendet: Donnerstag, 25. Oktober 2012 11:21 An: Loos, Christian Betreff: AW: Don't close tickets (or re-open) if a specific custom field is not a specific value Hi Christian, Many thanks for your fast answer! It must be a global scrip? So if the queue where it should happen is named "second_level" it should look like this, right? _______________________________________________________ Condition: On Resolve Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom action preparation code: my @queue_list = qw(first level second_level third_level); my $ticket = $self->TicketObj; my $queue = $ticket->QueueObj; my $queue_name = $queue->Name; return 0 unless grep /$second_level/, @queue_list ; return 0 if $ticket->FirstCustomFieldValue('AssetTag'); return 1; Custom action cleanup code: $self->TicketObj->SetStatus('re-opened'); return 1; Thanks/Danke Holger From holger.haase at stepstone.de Thu Oct 25 09:24:24 2012 From: holger.haase at stepstone.de (Holger Haase) Date: Thu, 25 Oct 2012 13:24:24 +0000 Subject: [rt-users] Don't close tickets (or re-open) if a specific custom field is not a specific value Message-ID: <5D08E63E868A954E915B2BB0CD4A86AA01164E6DE7@DE-2K8EX-DUS01.stepstone.asa> Great, this did the trick! Many thanks to Christian Loos! Best regards, Holger -----Urspr?ngliche Nachricht----- Von: Loos, Christian [mailto:CLoos at netcologne.de] Gesendet: Donnerstag, 25. Oktober 2012 12:01 An: Holger Haase Cc: rt-users at lists.bestpractical.com Betreff: AW: Don't close tickets (or re-open) if a specific custom field is not a specific value Hi Holger, your Custom action preparation code must look like this: my @queue_list = qw(second_level); my $ticket = $self->TicketObj; my $queue = $ticket->QueueObj; my $queue_name = $queue->Name; return 0 unless grep /$queue_name/, @queue_list ; return 0 if $ticket->FirstCustomFieldValue('AssetTag'); return 1; This *must* be an global script. It only runs if the ticket queue is in the @queue_list array. Chris Christian Loos Network Documentation & Fibre Management _________________________________________________________________________ NETCOLOGNE Gesellschaft f?r Telekommunikation mbH Am Coloneum 9 | 50829 K?ln Tel: 0221 2222-276 | Fax: 0221 2222-7276 | Mobil: 0177 8888276 www.netcologne.de Gesch?ftsf?hrer: Dr. Hans Konle (Sprecher) Dipl.-Ing. Karl-Heinz Zankel Vorsitzender des Aufsichtsrates: Dr. Andreas Cerbe HRB 25580, AG K?ln Diese Nachricht (inklusive aller Anh?nge) ist vertraulich. Sollten Sie diese Nachricht versehentlich erhalten haben, bitten wir, den Absender (durch Antwort-E-Mail) hiervon unverz?glich zu informieren und die Nachricht zu l?schen. Die E-Mail darf in diesem Fall weder vervielf?ltigt noch in anderer Weise verwendet werden. -----Urspr?ngliche Nachricht----- Von: Holger Haase [mailto:holger.haase at stepstone.de] Gesendet: Donnerstag, 25. Oktober 2012 11:21 An: Loos, Christian Betreff: AW: Don't close tickets (or re-open) if a specific custom field is not a specific value Hi Christian, Many thanks for your fast answer! It must be a global scrip? So if the queue where it should happen is named "second_level" it should look like this, right? _______________________________________________________ Condition: On Resolve Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom action preparation code: my @queue_list = qw(first level second_level third_level); my $ticket = $self->TicketObj; my $queue = $ticket->QueueObj; my $queue_name = $queue->Name; return 0 unless grep /$second_level/, @queue_list ; return 0 if $ticket->FirstCustomFieldValue('AssetTag'); return 1; Custom action cleanup code: $self->TicketObj->SetStatus('re-opened'); return 1; Thanks/Danke Holger From diaulas.castro at intersolution.inf.br Thu Oct 25 10:01:05 2012 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Thu, 25 Oct 2012 14:01:05 +0000 Subject: [rt-users] RES: Strange CLI Date Output In-Reply-To: <20121025031445.GP22310@jibsheet.com> References: <3B9178D874F56F47B616AB50C01F7B773FC96DF3@GRUPRD8002MB111.lamprd80.prod.outlook.com> <20121025031445.GP22310@jibsheet.com> Message-ID: <3B9178D874F56F47B616AB50C01F7B774056DB89@GRUPRD8002MB111.lamprd80.prod.outlook.com> Folow: root at rt:~# locale LANG=pt_BR.ISO-88591 LANGUAGE= LC_CTYPE="pt_BR.ISO-88591" LC_NUMERIC="pt_BR.ISO-88591" LC_TIME="pt_BR.ISO-88591" LC_COLLATE="pt_BR.ISO-88591" LC_MONETARY="pt_BR.ISO-88591" LC_MESSAGES="pt_BR.ISO-88591" LC_PAPER="pt_BR.ISO-88591" LC_NAME="pt_BR.ISO-88591" LC_ADDRESS="pt_BR.ISO-88591" LC_TELEPHONE="pt_BR.ISO-88591" LC_MEASUREMENT="pt_BR.ISO-88591" LC_IDENTIFICATION="pt_BR.ISO-88591" LC_ALL=pt_BR.ISO-88591 About user date format: Use system default (Thu Oct 25 13:59:03 2012) About RT_SiteConfig.pm No DateTimeFormat. -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Kevin Falcone Enviada em: quinta-feira, 25 de outubro de 2012 01:15 Para: rt-users at lists.bestpractical.com Assunto: Re: [rt-users] Strange CLI Date Output On Tue, Oct 23, 2012 at 05:24:19PM +0000, Diaulas Castro wrote: > Hello RT friends, > I got this problem and cant resolve, i cant even locate when started. > > My CLI started to output errors about ParseDate, but just some tickets, see below: > > Tickets 770,1070 and 3070 are OK, displaying relative date (7mth, 3mth) > Ticket 2070 with error, displaying parsedate error. I'd be curious to know if you have LC_DATE set to something and what you've chosen as your DateTimeFormat in RT_SiteConfig.pm or in your user preferences. -kevin > > root at rt:~# rt ls 770 > Query:id=770 > Ticket Owner Queue Age Told Status Requestor Subject > -------------------------------------------------------------------------------- > 770 jose. hsr 7 mth 7 mth resolv leandro.v Ativa????o de Job > > > root at rt:~# rt ls 2070 > Query:id=2070 > Ticket Owner Queue Age Told Status Requestor Subject > ---------------------------------------------------------------------- > ---------- Unknown date format in parsedate: Sex Maio 11 15:54:49 2012 > Unknown date format in parsedate: Ter Maio 15 17:55:18 2012 > 2070 hugo. h9j ??? ??? resolv luciano.c Exclus??o de host SIGMon > > > root at rt:~# rt ls 1070 > Query:id=1070 > Ticket Owner Queue Age Told Status Requestor Subject > -------------------------------------------------------------------------------- > 1070 diaul saude 7 mth 7 mth resolv mirley.ti Verificacao de > download e link > > > root at rt:~# rt ls 3070 > Query:id=3070 > Ticket Owner Queue Age Told Status Requestor Subject > -------------------------------------------------------------------------------- > 3070 nelso cardi 3 mth 3 mth resolv sistemas@ Dump From croe at marine.rutgers.edu Thu Oct 25 10:03:51 2012 From: croe at marine.rutgers.edu (Rutgers Marine) Date: Thu, 25 Oct 2012 10:03:51 -0400 Subject: [rt-users] Error When Upgrade-Database from 3.8.1 to 3.8.2 In-Reply-To: <20121025025821.GO22310@jibsheet.com> References: <614F72FB-40F8-42DB-87DA-FA879EA90EBF@marine.rutgers.edu> <20121025025821.GO22310@jibsheet.com> Message-ID: <9D38A781-527E-418A-824C-C4887E867756@marine.rutgers.edu> Hi I ran the upgrade the first time as you indicated just let it run from 3.2.2 to 4.0.7, and that failed as well. So I went back through the docs and the was a step that stated to stop after 3.8.7. Cynthia Roe CRoe Photography (732) 882-6079 http://croephotography.com On Oct 24, 2012, at 10:58 PM, Kevin Falcone wrote: > On Mon, Oct 22, 2012 at 05:13:57PM -0400, Cynthia Roe wrote: >> I am in the process of upgrade our RT environment from 3.2.2 to 4.0.7. >> So far I have been able to upgrade successfully from 3.2.2 to 3.8.1. >> However, when I run the $ make upgrade-database from 3.8.1 to 3.8.2 I >> received the following error: > > Is there a particular reason that you're going one upgrade at a time? > We wrote the make upgrade-database command to make running them all > much easier than it ever was in older versions. > > In this case, the problem is that RT's code expects the ACL table to > have a Creator field, but the 3.8.2 upgrade is run before the schema > change. We actually have code to handle this and if you let it just > run from 3.8.1 -> 4.0.6 instead of taking single steps, it will > complete correctly. > > There's a bug that it only looks for our special "backcompat" file in > the versions of the upgrade you specified, and we should fix that, but > I'm not sure why you're running the upgrade in single steps instead of > just letting it go and only revisiting it if something fails? > > I've filed a bug about this > http://issues.bestpractical.com/Ticket/Display.html?id=21317 > > -kevin > >> $ make upgrade-database >> Enter RT version you're upgrading from: 3.8.1 >> >> Going to apply following upgrades: >> * 3.8.2 >> * 3.8.3 >> * 3.8.4 >> * 3.8.6 >> * 3.8.8 >> * 3.8.9 >> * 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: 3.8.2 >> >> Going to apply following upgrades: >> * 3.8.2 >> >> IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP >> >> Proceed [y/N]:y >> Processing 3.8.2 >> Now inserting data. >> [Mon Oct 22 20:54:57 2012] [warning]: Going to add [OLD] prefix to all templates in approvals queue. If you have never used approvals, you can safely delete all the templates with the [OLD] prefix. Leave the new Approval templates because you may eventually want to start using approvals. (./etc/upgrade/3.8.2/content:3) >> [Mon Oct 22 20:54:58 2012] [warning]: DBD::mysql::st execute failed: Unknown column 'Creator' in 'field list' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:587) > > -------- > Final RT training for 2012 in Atlanta, GA - October 23 & 24 > http://bestpractical.com/training > > We're hiring! http://bestpractical.com/jobs From falcone at bestpractical.com Thu Oct 25 11:21:13 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 25 Oct 2012 11:21:13 -0400 Subject: [rt-users] Error When Upgrade-Database from 3.8.1 to 3.8.2 In-Reply-To: <9D38A781-527E-418A-824C-C4887E867756@marine.rutgers.edu> References: <614F72FB-40F8-42DB-87DA-FA879EA90EBF@marine.rutgers.edu> <20121025025821.GO22310@jibsheet.com> <9D38A781-527E-418A-824C-C4887E867756@marine.rutgers.edu> Message-ID: <20121025152113.GR22310@jibsheet.com> On Thu, Oct 25, 2012 at 10:03:51AM -0400, Rutgers Marine wrote: > I ran the upgrade the first time as you indicated just let it run from > 3.2.2 to 4.0.7, and that failed as well. So I went back through the > docs and the was a step that stated to stop after 3.8.7. How did it fail? 3.8.2 isn't after 3.8.7 3.8.2 wouldn't fail if it had the backcompat files available. Please show the failure when you let it run. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From mcmorran at mdibl.org Thu Oct 25 11:51:41 2012 From: mcmorran at mdibl.org (Roy McMorran) Date: Thu, 25 Oct 2012 11:51:41 -0400 Subject: [rt-users] Delete articles via CLI? Message-ID: <5089600D.3000405@mdibl.org> Hi all, 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). Thanks. -- Roy McMorran Systems Administrator MDI Biological Laboratory mcmorran at mdibl.org From diaulas.castro at intersolution.inf.br Thu Oct 25 12:12:27 2012 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Thu, 25 Oct 2012 16:12:27 +0000 Subject: [rt-users] RES: Strange CLI Date Output References: <3B9178D874F56F47B616AB50C01F7B773FC96DF3@GRUPRD8002MB111.lamprd80.prod.outlook.com> <20121025031445.GP22310@jibsheet.com> Message-ID: <3B9178D874F56F47B616AB50C01F7B774056DD3C@GRUPRD8002MB111.lamprd80.prod.outlook.com> Another item i checked, Made sql search on database and the fields are equal, justo on CLI I got parsedate error, on web interface all tickets display ok. -----Mensagem original----- De: Diaulas Castro Enviada em: quinta-feira, 25 de outubro de 2012 12:01 Para: rt-users at lists.bestpractical.com Assunto: RES: [rt-users] Strange CLI Date Output Folow: root at rt:~# locale LANG=pt_BR.ISO-88591 LANGUAGE= LC_CTYPE="pt_BR.ISO-88591" LC_NUMERIC="pt_BR.ISO-88591" LC_TIME="pt_BR.ISO-88591" LC_COLLATE="pt_BR.ISO-88591" LC_MONETARY="pt_BR.ISO-88591" LC_MESSAGES="pt_BR.ISO-88591" LC_PAPER="pt_BR.ISO-88591" LC_NAME="pt_BR.ISO-88591" LC_ADDRESS="pt_BR.ISO-88591" LC_TELEPHONE="pt_BR.ISO-88591" LC_MEASUREMENT="pt_BR.ISO-88591" LC_IDENTIFICATION="pt_BR.ISO-88591" LC_ALL=pt_BR.ISO-88591 About user date format: Use system default (Thu Oct 25 13:59:03 2012) About RT_SiteConfig.pm No DateTimeFormat. -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Kevin Falcone Enviada em: quinta-feira, 25 de outubro de 2012 01:15 Para: rt-users at lists.bestpractical.com Assunto: Re: [rt-users] Strange CLI Date Output On Tue, Oct 23, 2012 at 05:24:19PM +0000, Diaulas Castro wrote: > Hello RT friends, > I got this problem and cant resolve, i cant even locate when started. > > My CLI started to output errors about ParseDate, but just some tickets, see below: > > Tickets 770,1070 and 3070 are OK, displaying relative date (7mth, 3mth) > Ticket 2070 with error, displaying parsedate error. I'd be curious to know if you have LC_DATE set to something and what you've chosen as your DateTimeFormat in RT_SiteConfig.pm or in your user preferences. -kevin > > root at rt:~# rt ls 770 > Query:id=770 > Ticket Owner Queue Age Told Status Requestor Subject > -------------------------------------------------------------------------------- > 770 jose. hsr 7 mth 7 mth resolv leandro.v Ativa????o de Job > > > root at rt:~# rt ls 2070 > Query:id=2070 > Ticket Owner Queue Age Told Status Requestor Subject > ---------------------------------------------------------------------- > ---------- Unknown date format in parsedate: Sex Maio 11 15:54:49 2012 > Unknown date format in parsedate: Ter Maio 15 17:55:18 2012 > 2070 hugo. h9j ??? ??? resolv luciano.c Exclus??o de host SIGMon > > > root at rt:~# rt ls 1070 > Query:id=1070 > Ticket Owner Queue Age Told Status Requestor Subject > -------------------------------------------------------------------------------- > 1070 diaul saude 7 mth 7 mth resolv mirley.ti Verificacao de > download e link > > > root at rt:~# rt ls 3070 > Query:id=3070 > Ticket Owner Queue Age Told Status Requestor Subject > -------------------------------------------------------------------------------- > 3070 nelso cardi 3 mth 3 mth resolv sistemas@ Dump From WJEdsall at dow.com Thu Oct 25 12:04:11 2012 From: WJEdsall at dow.com (Edsall, William (WJ)) Date: Thu, 25 Oct 2012 16:04:11 +0000 Subject: [rt-users] /bin/mail instead of sendmail? Message-ID: Hello list, Is it possible to use /bin/mail instead of sendmail? I already have a working authentication going with our exchange server using mail.rc, would prefer to just use /bin/mail for outgoing mail. Not having luck getting sendmail to route through the exchange server - everything bounces back. Thanks, William -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Oct 25 12:24:34 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 25 Oct 2012 12:24:34 -0400 Subject: [rt-users] RES: Strange CLI Date Output In-Reply-To: <3B9178D874F56F47B616AB50C01F7B774056DD3C@GRUPRD8002MB111.lamprd80.prod.outlook.com> References: <3B9178D874F56F47B616AB50C01F7B773FC96DF3@GRUPRD8002MB111.lamprd80.prod.outlook.com> <20121025031445.GP22310@jibsheet.com> <3B9178D874F56F47B616AB50C01F7B774056DD3C@GRUPRD8002MB111.lamprd80.prod.outlook.com> Message-ID: <20121025162434.GS22310@jibsheet.com> On Thu, Oct 25, 2012 at 04:12:27PM +0000, Diaulas Castro wrote: > Another item i checked, > Made sql search on database and the fields are equal, justo on CLI I got parsedate error, on web interface all tickets display ok. There's unlikely to be anything wrong in the database. > root at rt:~# locale > LANG=pt_BR.ISO-88591 > LANGUAGE= > LC_CTYPE="pt_BR.ISO-88591" > LC_NUMERIC="pt_BR.ISO-88591" > LC_TIME="pt_BR.ISO-88591" > LC_COLLATE="pt_BR.ISO-88591" > LC_MONETARY="pt_BR.ISO-88591" > LC_MESSAGES="pt_BR.ISO-88591" > LC_PAPER="pt_BR.ISO-88591" > LC_NAME="pt_BR.ISO-88591" > LC_ADDRESS="pt_BR.ISO-88591" > LC_TELEPHONE="pt_BR.ISO-88591" > LC_MEASUREMENT="pt_BR.ISO-88591" > LC_IDENTIFICATION="pt_BR.ISO-88591" > LC_ALL=pt_BR.ISO-88591 I asked about your locale settings because they're likely the source of the problem. bin/rt would have to know how to parse dates formatted in pt_BR and it does not. If you unset your LCs or set them all to C I bet you don't see the problem. Fixing this looks quite hard without bloating bin/rt -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Seth.Lake at vangent.com Thu Oct 25 13:00:37 2012 From: Seth.Lake at vangent.com (Lake, Seth M (Vangent)) Date: Thu, 25 Oct 2012 17:00:37 +0000 Subject: [rt-users] Spreadsheet-esq Web Input In-Reply-To: <344089BE6091124BA4C977E9CDB331CB20FDBFCE@DENEXCMBP02.vangent.local> References: <344089BE6091124BA4C977E9CDB331CB20FDBFCE@DENEXCMBP02.vangent.local> Message-ID: <344089BE6091124BA4C977E9CDB331CB20FE008B@DENEXCMBP02.vangent.local> I just realized that there is a "table" button in the WYSIWYG. was thinking I could set a default ticket description as a table and do it that way. but it looks like the format isn't maintained (the email is plain text with each table cell as it's own line or mashed all on one line for history) so that won't work... had a few hits searching for "request tracker grid" but that looks like an output, not an input method. hmm... -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Thu Oct 25 17:44:10 2012 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 25 Oct 2012 17:44:10 -0400 Subject: [rt-users] [rt-announce] Security vulnerabilities in RT Message-ID: <1351201450.5225.60.camel@umgah.localdomain> We have determined a number of security vulnerabilities which affect both RT 3.8.x and RT 4.0.x. We are releasing RT versions 3.8.15 and 4.0.8, and RTFM version 2.4.5, to resolve these vulnerabilities, as well as patches which apply atop all released versions of 3.8 and 4.0. The vulnerabilities addressed by 3.8.15, 4.0.8, and the below patches include the following: All versions of RT are vulnerable to an email header injection attack. Users with ModifySelf or AdminUser can cause RT to add arbitrary headers or content to outgoing mail. Depending on the scrips that are configured, this may be be leveraged for information leakage or phishing. We have been assigned CVE-2012-4730 for this vulnerability; we would like to thank Scott MacVicar for bringing this matter to our attention. RT 4.0.0 and above and RTFM 2.0.0 and above contain a vulnerability due to lack of proper rights checking, allowing any privileged user to create Articles in any class. We have been assigned CVE-2012-4731 for this vulnerability. All versions of RT with cross-site-request forgery (CSRF) protection (RT 3.8.12 and above, RT 4.0.6 and above, and any instances running the security patches released 2012-05-22) contain a vulnerability which incorrectly allows though CSRF requests which toggle ticket bookmarks. We have been assigned CVE-2012-4732 for this vulnerability; we would like to thank Matthew Astley for bringing this to our attention. Additionally, all versions of RT are vulnerable to a confused deputy attack on the user. While not strictly a CSRF attack, users who are not logged in who are tricked into following a malicious link may, after supplying their credentials, be subject to an attack which leverages their credentials to modify arbitrary state. While users who were logged in would have observed the CSRF protection page, users who were not logged in receive no such warning due to the intervening login process. RT has been extended to notify users of pending actions during the login process. We have been assigned CVE-2012-4734 for this vulnerability; we would like to thank Matthew Astley for bringing this to our attention. RT 3.8.0 and above are susceptible to a number of vulnerabilities concerning improper signing or encryption of messages using GnuPG; if GnuPG is not enabled, none of the following affect you. We have been assigned CVE-2012-4735 for the following related vulnerabilities: * When using GnuPG, RT now clarifies the concepts of signing for _integrity_ and signing for _authentication_, which are separate (and exclusive) concepts. Previously, enabling the "Sign by default" queue configuration began signing automatically-generated messages with the queue's key, in addition to defaulting emails sent from the web UI to being signed. This provides integrity, but causes emails signed with that key to no longer possess authenticity; no individual email is guaranteed to have come from an actor designated to act for that key, in the case of automatically-generated emails. RT has now changed the "Sign by default" checkbox to merely provide a default in the web UI when composing messages; it no longer affects automatically-generated outgoing messages. Thus the "Sign by default" option helps to provide _authenticity_. A separate queue configuration option, "Sign all auto-generated mail" (defaulting to off) now controls the signing of automatically- generated emails, which (when used in combination with the previous option) helps provide _integrity_ of all outgoing messages. Users who had previously checked "Sign by default" and who wish to maintain the previous effect of integrity but not authenticity will need to enable the new option as well. We would like to thank Matthijs Melissen (University of Luxembourg) for bringing this matter to our attention. * RT 3.8.0 and above contain a vulnerability which allows incoming emails to force all triggered outgoing mail to be signed and/or encrypted. * RT 3.8.0 and above contain a vulnerability which allows incoming emails to incorrectly appear in the UI to have been encrypted when they had not been. This vulnerability only applies to encryption, not signing. * RT 3.8.0 and above contain a vulnerability which allows any user who is capable of sending signed email in the UI to do so using any secret key stored in RT's keyring. Additionally, RT 3.8.0 and above contain a vulnerability which allows a user to pass arbitrary arguments to the command-line GnuPG client, which could be leveraged to create arbitrary files on disk with the permissions of the webserver. This vulnerability only applies if GnuPG is enabled, and does _not_ allow for execution of programs other than the command-line GnuPG client. We have been assigned CVE-2012-4884 for this vulnerability. If you are running 3.8.x and RTFM, you will need to install RTFM 2.4.5 to resolve CVE-2012-4731: http://download.bestpractical.com/pub/rt/release/RTFM-2.4.5.tar.gz http://download.bestpractical.com/pub/rt/release/RTFM-2.4.5.tar.gz.asc 96c9800bf1eee94a5dd9978400a7cba8d9594b29 RTFM-2.4.5.tar.gz 1f136d9f047164d72c1cf3e0bd64839804fc49ae RTFM-2.4.5.tar.gz.asc Patches for all releases of 3.8.x and 4.0.x are available for download below. As RT 3.6.x has reached end of life, we will not be releasing patches for it; please contact sales at bestpractical.com if you need assistance with RT versions older than 3.8.0. http://download.bestpractical.com/pub/rt/release/security-2012-10-25.tar.gz http://download.bestpractical.com/pub/rt/release/security-2012-10-25.tar.gz.asc f10e60186cb103587e5059280ea9b3f6e47f2d22 security-2012-10-25.tar.gz c67c4845b4afe1a7737c000d6f85cafee7b4d009 security-2012-10-25.tar.gz.asc The README in the tarball contains instructions for applying the patches. If you need help resolving this issue locally, we will provide discounted pricing for single-incident support; please contact us at sales at bestpractical.com for more information. - Alex -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: This is a digitally signed message part URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From alexmv at bestpractical.com Thu Oct 25 17:51:29 2012 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 25 Oct 2012 17:51:29 -0400 Subject: [rt-users] [rt-announce] RT 4.0.8 Released Message-ID: <1351201889.5225.63.camel@umgah.localdomain> RT 4.0.8 contains important security fixes, in addition to bugfixes. http://download.bestpractical.com/pub/rt/release/rt-4.0.8.tar.gz http://download.bestpractical.com/pub/rt/release/rt-4.0.8.tar.gz.sig SHA1 sums 7be074e86929c69b4f17d10503646ff070f7fa3b rt-4.0.8.tar.gz 7ee1ecf25a99472d0d75665ed577941cb94c64e7 rt-4.0.8.tar.gz.sig This release, in addition to being a bugfix release, also resolves a number of security vulnerabilities. It resolves CVE-2012-4730, CVE-2012-4731, CVE-2012-4732, CVE-2012-4734, CVE-2012-4735, and CVE-2012-4884. Bugfixes * Custom Fields BasedOn can be set from intialdata again. * Fix the 3.8.4 NotifyGroup upgrade script to properly join notification groups with a comma. * Correct the use of the 'approved' state from Lifecycles. It is now used only when all approvals are completed. * Use database-level row locking to ensure that scrips do not suffer from race conditions with scrips from other processes. * Remove multiple slashes so that page menus display and the active item is correctly highlighted. * Improve MaxAttachmentSize documentation. * Ensure that ticket links in the iCal feed are CSRF whitelisted. Features * New alias validator sbin/rt-validate-aliases which helps keep RT and /etc/aliases in sync. * Add support for GPG mails in inline format (PGP partitioned encoding) that are also encoded for transfer with Base64 or quoted printable. * Add a BeforeLocalization callback to message headers. * If you have DBIx::SearchBuilder 1.62 or higher and are using full text indexing on Pg or Oracle, rt-fulltext-indexer uses a faster query to find unindexed attachments. Developer * Add rt-apache for running a test instance of apache. * Add the rt-static-docs tool for generating HTML versions of our docs. A complete changelog is available from git by running git log rt-4.0.7..rt-4.0.8 or visiting https://github.com/bestpractical/rt/compare/rt-4.0.7...rt-4.0.8 - Alex _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From alexmv at bestpractical.com Thu Oct 25 17:52:03 2012 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 25 Oct 2012 17:52:03 -0400 Subject: [rt-users] [rt-announce] RT 3.8.15 Released Message-ID: <1351201923.5225.65.camel@umgah.localdomain> This release of RT contains important security updates. You can download it from: http://download.bestpractical.com/pub/rt/release/rt-3.8.15.tar.gz http://download.bestpractical.com/pub/rt/release/rt-3.8.15.tar.gz.sig SHA1 sums abb7b0d52cb9843e3154aeff2490211ddcdc59b8 rt-3.8.15.tar.gz 9401cdd429565b99dd45c99e20d5d36ac8d0fe4c rt-3.8.15.tar.gz.sig This release resolves a number of security vulnerabilities. It resolves CVE-2012-4730, CVE-2012-4732, CVE-2012-4734, CVE-2012-4735, and CVE-2012-4884. In addition to these security fixes, RT 3.8.15 contains support for partitioned PGP messages. - Alex _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From alexmv at bestpractical.com Thu Oct 25 17:54:54 2012 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 25 Oct 2012 17:54:54 -0400 Subject: [rt-users] [rt-announce] RTFM 2.4.5 Released Message-ID: <1351202094.5225.67.camel@umgah.localdomain> RTFM 2.4.5 contains important security fixes. http://download.bestpractical.com/pub/rt/release/rtfm-2.4.5.tar.gz http://download.bestpractical.com/pub/rt/release/rtfm-2.4.5.tar.gz.sig SHA1 sums 96c9800bf1eee94a5dd9978400a7cba8d9594b29 RTFM-2.4.5.tar.gz 1f136d9f047164d72c1cf3e0bd64839804fc49ae RTFM-2.4.5.tar.gz.asc This release resolves CVE-2012-4731. - Alex _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From chrisherrmann7 at gmail.com Thu Oct 25 19:08:43 2012 From: chrisherrmann7 at gmail.com (Chris Herrmann) Date: Fri, 26 Oct 2012 10:08:43 +1100 Subject: [rt-users] Comparing field values in ticket sql In-Reply-To: References: Message-ID: >TicketSQL does not support this. >You'll need to use the perl API to further limit. Thanks Kevin, are there any examples you can point me at? I'm not a perl programmer, but have successfully hacked together bits & pieces in the past by working with other related examples & doco. Also when you say Perl API do you specifically mean an RT Perl API, or more generically, just Perl? If an RT : Perl API is there any doco on this and this area? Thanks, Chris From bhowmik at chironinstruments.net Thu Oct 25 22:14:17 2012 From: bhowmik at chironinstruments.net (Bhowmik Shah) Date: Fri, 26 Oct 2012 07:44:17 +0530 Subject: [rt-users] Apache taking up too much CPU In-Reply-To: <7458EC37-A771-4AFB-B0B8-D0C54568A26C@minecorp.com.au> References: <7458EC37-A771-4AFB-B0B8-D0C54568A26C@minecorp.com.au> Message-ID: Hi Kevin, >> 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? I have just switched over Apache from Worker to Prefork to see if that makes any difference. -bhowmik >> -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From redpantyhose at yahoo.com Fri Oct 26 08:52:57 2012 From: redpantyhose at yahoo.com (Red Pantyhose) Date: Fri, 26 Oct 2012 05:52:57 -0700 (PDT) Subject: [rt-users] Fw: [rt-devel] Create a CustomField and Apply it Globally [Solved] In-Reply-To: <20121025032844.GQ22310@jibsheet.com> References: <1351079471.40754.YahooMailNeo@web163404.mail.gq1.yahoo.com> <1351080584.86852.YahooMailNeo@web163403.mail.gq1.yahoo.com> <20121025032844.GQ22310@jibsheet.com> Message-ID: <1351255977.6598.YahooMailNeo@web163406.mail.gq1.yahoo.com> Thanks AddToObject solved my Problem ;) ? ________________________________ From: Kevin Falcone To: rt-users at lists.bestpractical.com Sent: Thursday, October 25, 2012 5:28 AM Subject: Re: [rt-users] Fw: [rt-devel] Create a CustomField and Apply it Globally On Wed, Oct 24, 2012 at 05:09:44AM -0700, Red Pantyhose wrote: > >? ? because I'm unable to understand how to deal with > >? ? RT::CustomField->ApplyGlobally Check the docs for ApplyGlobally: http://bestpractical.com/rt/docs/latest/RT/CustomField.html#ApplyGlobally It does not apply a custom field globally, it tells you about the CF. I suspect you want http://bestpractical.com/rt/docs/latest/RT/CustomField.html#AddToObject-OBJECT and to look at how share/html/Admin/CustomFields/Objects.html does it -kevin >? ? Thanks sincerely, > >? ? # --- MY CODE ---# > >? ? my $cf = RT::CustomField->new( RT::SystemUser ); > >? ? my ( $cf_val, $cf_msg ) = $cf->Create( >? ? ? ? ? ? ? ? Name? ? ? ? ? => 'NAME_FROM_DB', >? ? ? ? ? ? ? ? TypeComposite => 'Freeform-1', >? ? ? ? ? ? ? ? LookupType? ? => 'RT::Queue-RT::Ticket', >? ? ? ? ? ? ? ? Description? => 'DESCRIPTION_RETRIVED_FROM_DB', >? ? ? ? ? ? ? ? Pattern? ? ? => '', >? ? ? ? ? ? ? ? LinkValueTo? => '', >? ? ? ? ? ? ? ? IncludeContentForValue => '', >? ? ? ? ? ? ? ? BasedOn? ? ? => '', >? ? ? ? ? ? ? ? Disabled? ? ? => 0, >? ? ); > >? ? # Please help me here ???? >? ? $cf = RT::CustomField->new( RT::SystemUser ); >? ? $cf->Load( Id => $cf_val ); >? ? $cf->ApplyGlobally; -------- Final RT training for 2012 in Atlanta, GA - October 23 & 24 ? http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs -------------- next part -------------- An HTML attachment was scrubbed... URL: From redpantyhose at yahoo.com Fri Oct 26 09:02:47 2012 From: redpantyhose at yahoo.com (Red Pantyhose) Date: Fri, 26 Oct 2012 06:02:47 -0700 (PDT) Subject: [rt-users] Write a Custom Action in rt4 as a Module/package ERROR Message-ID: <1351256567.43630.YahooMailNeo@web163405.mail.gq1.yahoo.com> Dear rt-users I created the following ActionScrip Module below -? the Module is registered. But i get the following Error: Oct 26 14:42:49 rt RT: Scrip Prepare 14 died. - Can't locate object method "new" via package "RT::Action::OpenSystemCustomFields" at /usr/share/request-tracker4/lib/RT/ScripAction.pm line 175.#012#012Stack:#012? [/usr/share/request-tracker4/lib/RT/ScripAction.pm:175]#012? [/usr/share/request-tracker4/lib/RT/Scrip.pm:443]#012? [/usr/share/request-tracker4/lib/RT/Scrips.pm:252]#012? [/usr/share/request-tracker4/lib/RT/Transaction.pm:179]#012? [/usr/share/request-tracker4/lib/RT/Record.pm:1459]#012? [/usr/share/request-tracker4/lib/RT/Ticket.pm:676]#012? [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1711]#012? [/usr/share/request-tracker4/html/Ticket/Display.html:128]#012? [/usr/share/request-tracker4/html/Ticket/Create.html:444]#012? [/usr/share/request-tracker4/html/Ticket/autohandler:19]#012? [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:568]#012? [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:318]#012? [/usr/share/request-tracker4/html/autohandler:53] (/usr/share/request-tracker4/lib/RT/Scrip.pm:451) I'm using rt-4.0.5. What am I doing wrong ? Thanks Sincerely Denis #-------------------------------------OpenSystemCustomFields.init-------------------------------------------# # To initialize the OpenSystemCustomFields ActionScrip: # rt-setup-database-4 --action insert --datafile OpenSystemCustomFields.init @ScripActions = ( { ?? Name??????? => 'OpenSystemCustomFields', ?? Description => 'Create CustomFields from data retrieved out of the OpenSystem DB', ?? ExecModule? => 'OpenSystemCustomFields', ?? Argument??? => '' ?}, ); #-------------------------------------OpenSystemCustomFields.pm-------------------------------------------# use strict; use warnings; package RT::Action::OpenSystemCustomFields; #use base qw(RT::Action); #use base qw(RT::Action::Generic); sub Prepare { ? my $self = shift; ? return 1; } sub Commit { ? my $self = shift; ? return 1; } # ;) 1; -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netcologne.de Fri Oct 26 09:17:25 2012 From: cloos at netcologne.de (Christian Loos) Date: Fri, 26 Oct 2012 15:17:25 +0200 Subject: [rt-users] Write a Custom Action in rt4 as a Module/package ERROR In-Reply-To: <1351256567.43630.YahooMailNeo@web163405.mail.gq1.yahoo.com> References: <1351256567.43630.YahooMailNeo@web163405.mail.gq1.yahoo.com> Message-ID: <508A8D65.3050500@netcologne.de> uncomment this line: #use base qw(RT::Action); Chris Am 26.10.2012 15:02, schrieb Red Pantyhose: > Dear rt-users > > I created the following ActionScrip Module below - the Module is > registered. > > But i get the following Error: > > Oct 26 14:42:49 rt RT: Scrip Prepare 14 died. - Can't locate object > method "new" via package "RT::Action::OpenSystemCustomFields" at > /usr/share/request-tracker4/lib/RT/ScripAction.pm line > 175.#012#012Stack:#012 > [/usr/share/request-tracker4/lib/RT/ScripAction.pm:175]#012 > [/usr/share/request-tracker4/lib/RT/Scrip.pm:443]#012 > [/usr/share/request-tracker4/lib/RT/Scrips.pm:252]#012 > [/usr/share/request-tracker4/lib/RT/Transaction.pm:179]#012 > [/usr/share/request-tracker4/lib/RT/Record.pm:1459]#012 > [/usr/share/request-tracker4/lib/RT/Ticket.pm:676]#012 > [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1711]#012 > [/usr/share/request-tracker4/html/Ticket/Display.html:128]#012 > [/usr/share/request-tracker4/html/Ticket/Create.html:444]#012 > [/usr/share/request-tracker4/html/Ticket/autohandler:19]#012 > [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:568]#012 > [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:318]#012 > [/usr/share/request-tracker4/html/autohandler:53] > (/usr/share/request-tracker4/lib/RT/Scrip.pm:451) > > I'm using rt-4.0.5. > > What am I doing wrong ? > > Thanks Sincerely > > Denis > > > #-------------------------------------OpenSystemCustomFields.init-------------------------------------------# > > # To initialize the OpenSystemCustomFields ActionScrip: > # rt-setup-database-4 --action insert --datafile OpenSystemCustomFields.init > > @ScripActions = ( > { > Name => 'OpenSystemCustomFields', > Description => 'Create CustomFields from data retrieved out of the > OpenSystem DB', > ExecModule => 'OpenSystemCustomFields', > Argument => '' > }, > ); > > > > > #-------------------------------------OpenSystemCustomFields.pm-------------------------------------------# > use strict; > use warnings; > > package RT::Action::OpenSystemCustomFields; > > #use base qw(RT::Action); > > #use base qw(RT::Action::Generic); > > sub Prepare { > my $self = shift; > return 1; > } > > sub Commit { > my $self = shift; > return 1; > } > > # ;) > 1; > > > > > > > > -------- > We're hiring! http://bestpractical.com/jobs > From redpantyhose at yahoo.com Fri Oct 26 09:40:04 2012 From: redpantyhose at yahoo.com (Red Pantyhose) Date: Fri, 26 Oct 2012 06:40:04 -0700 (PDT) Subject: [rt-users] Write a Custom Action in rt4 as a Module/package ERROR In-Reply-To: <508A8D65.3050500@netcologne.de> References: <1351256567.43630.YahooMailNeo@web163405.mail.gq1.yahoo.com> <508A8D65.3050500@netcologne.de> Message-ID: <1351258804.55437.YahooMailNeo@web163403.mail.gq1.yahoo.com> Dear Christian Thank you I applied some changes and I get still an error: Oct 26 13:56:15 rt RT: Scrip Prepare 14 died. - Can't locate object method "new" via package "RT::Action::OpenSystemCustomFields" at /usr/share/request-tracker4/lib/RT/ScripAction.pm line 175.#012#012Stack:#012? [/usr/share/request-tracker4/lib/RT/ScripAction.pm:175]#012? [/usr/share/request-tracker4/lib/RT/Scrip.pm:443]#012? [/usr/share/request-tracker4/lib/RT/Scrips.pm:252]#012? [/usr/share/request-tracker4/lib/RT/Transaction.pm:179]#012? [/usr/share/request-tracker4/lib/RT/Record.pm:1459]#012? [/usr/share/request-tracker4/lib/RT/Ticket.pm:676]#012? [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1711]#012? [/usr/share/request-tracker4/html/Ticket/Display.html:128]#012? [/usr/share/request-tracker4/html/Ticket/Create.html:444]#012? [/usr/share/request-tracker4/html/Ticket/autohandler:19]#012? [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:568]#012? [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:318]#012? [/usr/share/request-tracker4/html/autohandler:53] (/usr/share/request-tracker4/lib/RT/Scrip.pm:451) What am I doing wrong ? Do I really need a? sub new() ??? Thanks sincerely, Denis #-----------------------------OpenSystemCustomFields---------------------# package RT::Action::OpenSystemCustomFields; use strict; use warnings; use base qw(RT::Action); our $VERSION = '0.01'; sub Describe { ??? my $self = shift; ??? my $class = ref($self) || $self; ??? return "$class will retrive values from the OS database and create dynamic CustomFields."; } sub Prepare { ? my $self = shift; ? my $class = ref($self) || $self; ? return 1; } sub Commit { ? my $self = shift; ? my $class = ref($self) || $self; ? return 1; } RT::Base->_ImportOverlays(); # ;) 1; ________________________________ From: Christian Loos To: Red Pantyhose Cc: "rt-users at lists.bestpractical.com" Sent: Friday, October 26, 2012 3:17 PM Subject: Re: Write a Custom Action in rt4 as a Module/package ERROR uncomment this line: #use base qw(RT::Action); Chris Am 26.10.2012 15:02, schrieb Red Pantyhose: > Dear rt-users > > I created the following ActionScrip Module below -? the Module is > registered. > > But i get the following Error: > > Oct 26 14:42:49 rt RT: Scrip Prepare 14 died. - Can't locate object > method "new" via package "RT::Action::OpenSystemCustomFields" at > /usr/share/request-tracker4/lib/RT/ScripAction.pm line > 175.#012#012Stack:#012 > [/usr/share/request-tracker4/lib/RT/ScripAction.pm:175]#012 > [/usr/share/request-tracker4/lib/RT/Scrip.pm:443]#012 > [/usr/share/request-tracker4/lib/RT/Scrips.pm:252]#012 > [/usr/share/request-tracker4/lib/RT/Transaction.pm:179]#012 > [/usr/share/request-tracker4/lib/RT/Record.pm:1459]#012 > [/usr/share/request-tracker4/lib/RT/Ticket.pm:676]#012 > [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1711]#012 > [/usr/share/request-tracker4/html/Ticket/Display.html:128]#012 > [/usr/share/request-tracker4/html/Ticket/Create.html:444]#012 > [/usr/share/request-tracker4/html/Ticket/autohandler:19]#012 > [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:568]#012 > [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:318]#012 > [/usr/share/request-tracker4/html/autohandler:53] > (/usr/share/request-tracker4/lib/RT/Scrip.pm:451) > > I'm using rt-4.0.5. > > What am I doing wrong ? > > Thanks Sincerely > > Denis > > > #-------------------------------------OpenSystemCustomFields.init-------------------------------------------# > > # To initialize the OpenSystemCustomFields ActionScrip: > # rt-setup-database-4 --action insert --datafile OpenSystemCustomFields.init > > @ScripActions = ( > { >? ? Name? ? ? ? => 'OpenSystemCustomFields', >? ? Description => 'Create CustomFields from data retrieved out of the > OpenSystem DB', >? ? ExecModule? => 'OpenSystemCustomFields', >? ? Argument? ? => '' >? }, > ); > > > > > #-------------------------------------OpenSystemCustomFields.pm-------------------------------------------# > use strict; > use warnings; > > package RT::Action::OpenSystemCustomFields; > > #use base qw(RT::Action); > > #use base qw(RT::Action::Generic); > > sub Prepare { >? my $self = shift; >? return 1; > } > > sub Commit { >? my $self = shift; >? return 1; > } > > # ;) > 1; > > > > > > > > -------- > We're hiring! http://bestpractical.com/jobs > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ptomblin at xcski.com Fri Oct 26 09:42:22 2012 From: ptomblin at xcski.com (Paul Tomblin) Date: Fri, 26 Oct 2012 09:42:22 -0400 Subject: [rt-users] Write a Custom Action in rt4 as a Module/package ERROR In-Reply-To: <1351258804.55437.YahooMailNeo@web163403.mail.gq1.yahoo.com> References: <1351256567.43630.YahooMailNeo@web163405.mail.gq1.yahoo.com> <508A8D65.3050500@netcologne.de> <1351258804.55437.YahooMailNeo@web163403.mail.gq1.yahoo.com> Message-ID: Did you restart RT after making the change? Unless you're in development mode, it won't pick up the changes. You probably need to flush your mason cache as well, just to be safe. On Fri, Oct 26, 2012 at 9:40 AM, Red Pantyhose wrote: > Dear Christian > > Thank you I applied some changes and I get still an error: > > Oct 26 13:56:15 rt RT: Scrip Prepare 14 died. - Can't locate object method > "new" via package "RT::Action::OpenSystemCustomFields" at > /usr/share/request-tracker4/lib/RT/ScripAction.pm line > 175.#012#012Stack:#012 > [/usr/share/request-tracker4/lib/RT/ScripAction.pm:175]#012 > [/usr/share/request-tracker4/lib/RT/Scrip.pm:443]#012 > [/usr/share/request-tracker4/lib/RT/Scrips.pm:252]#012 > [/usr/share/request-tracker4/lib/RT/Transaction.pm:179]#012 > [/usr/share/request-tracker4/lib/RT/Record.pm:1459]#012 > [/usr/share/request-tracker4/lib/RT/Ticket.pm:676]#012 > [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1711]#012 > [/usr/share/request-tracker4/html/Ticket/Display.html:128]#012 > [/usr/share/request-tracker4/html/Ticket/Create.html:444]#012 > [/usr/share/request-tracker4/html/Ticket/autohandler:19]#012 > [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:568]#012 > [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:318]#012 > [/usr/share/request-tracker4/html/autohandler:53] > (/usr/share/request-tracker4/lib/RT/Scrip.pm:451) > > > What am I doing wrong ? > > Do I really need a sub new() ??? > > Thanks sincerely, > > Denis > > > #-----------------------------OpenSystemCustomFields---------------------# > > package RT::Action::OpenSystemCustomFields; > > use strict; > use warnings; > use base qw(RT::Action); > our $VERSION = '0.01'; > > sub Describe { > my $self = shift; > my $class = ref($self) || $self; > return "$class will retrive values from the OS database and create > dynamic CustomFields."; > > } > > sub Prepare { > my $self = shift; > my $class = ref($self) || $self; > > return 1; > } > > sub Commit { > my $self = shift; > my $class = ref($self) || $self; > return 1; > } > > RT::Base->_ImportOverlays(); > > # ;) > 1; > > > > > ------------------------------ > *From:* Christian Loos > *To:* Red Pantyhose > *Cc:* "rt-users at lists.bestpractical.com" > > *Sent:* Friday, October 26, 2012 3:17 PM > *Subject:* Re: Write a Custom Action in rt4 as a Module/package ERROR > > uncomment this line: > #use base qw(RT::Action); > > Chris > > Am 26.10.2012 15:02, schrieb Red Pantyhose: > > Dear rt-users > > > > I created the following ActionScrip Module below - the Module is > > registered. > > > > But i get the following Error: > > > > Oct 26 14:42:49 rt RT: Scrip Prepare 14 died. - Can't locate object > > method "new" via package "RT::Action::OpenSystemCustomFields" at > > /usr/share/request-tracker4/lib/RT/ScripAction.pm line > > 175.#012#012Stack:#012 > > [/usr/share/request-tracker4/lib/RT/ScripAction.pm:175]#012 > > [/usr/share/request-tracker4/lib/RT/Scrip.pm:443]#012 > > [/usr/share/request-tracker4/lib/RT/Scrips.pm:252]#012 > > [/usr/share/request-tracker4/lib/RT/Transaction.pm:179]#012 > > [/usr/share/request-tracker4/lib/RT/Record.pm:1459]#012 > > [/usr/share/request-tracker4/lib/RT/Ticket.pm:676]#012 > > [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:1711]#012 > > [/usr/share/request-tracker4/html/Ticket/Display.html:128]#012 > > [/usr/share/request-tracker4/html/Ticket/Create.html:444]#012 > > [/usr/share/request-tracker4/html/Ticket/autohandler:19]#012 > > [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:568]#012 > > [/usr/share/request-tracker4/lib/RT/Interface/Web.pm:318]#012 > > [/usr/share/request-tracker4/html/autohandler:53] > > (/usr/share/request-tracker4/lib/RT/Scrip.pm:451) > > > > I'm using rt-4.0.5. > > > > What am I doing wrong ? > > > > Thanks Sincerely > > > > Denis > > > > > > > #-------------------------------------OpenSystemCustomFields.init-------------------------------------------# > > > > # To initialize the OpenSystemCustomFields ActionScrip: > > # rt-setup-database-4 --action insert --datafile > OpenSystemCustomFields.init > > > > @ScripActions = ( > > { > > Name => 'OpenSystemCustomFields', > > Description => 'Create CustomFields from data retrieved out of the > > OpenSystem DB', > > ExecModule => 'OpenSystemCustomFields', > > Argument => '' > > }, > > ); > > > > > > > > > > > #-------------------------------------OpenSystemCustomFields.pm-------------------------------------------# > > use strict; > > use warnings; > > > > package RT::Action::OpenSystemCustomFields; > > > > #use base qw(RT::Action); > > > > #use base qw(RT::Action::Generic); > > > > sub Prepare { > > my $self = shift; > > return 1; > > } > > > > sub Commit { > > my $self = shift; > > return 1; > > } > > > > # ;) > > 1; > > > > > > > > > > > > > > > > -------- > > We're hiring! http://bestpractical.com/jobs > > > > > > > -------- > We're hiring! http://bestpractical.com/jobs > > -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From jim.pollard at mail.utexas.edu Fri Oct 26 12:49:57 2012 From: jim.pollard at mail.utexas.edu (Pollard, James R) Date: Fri, 26 Oct 2012 16:49:57 +0000 Subject: [rt-users] chgrp error during make upgrade Message-ID: <4A58BFE3CD97144E836969242F9BD17036E743BC@EXMBX04.austin.utexas.edu> I'm attempting to upgrade RT 4.04 to 4.08 on CentOS 6.3 and running into a permissions problem since my webserver runs under the apache group as opposed to www which is the assumption of the upgrade script. Not a change to the install-sh script from 4.04 I see. Is there a switch I can run make upgrade with to specify the web group? Jim Pollard IT Coordinator Department of Biomedical Engineering University of Texas at Austin it at bme.utexas.edu 512.789.4345 "The intelligent man is capable of overcoming problems and difficulties the wise man would have avoided in the first place." Rabbi Yusef Becher -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Oct 26 13:27:58 2012 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 26 Oct 2012 13:27:58 -0400 Subject: [rt-users] chgrp error during make upgrade In-Reply-To: <4A58BFE3CD97144E836969242F9BD17036E743BC@EXMBX04.austin.utexas.edu> References: <4A58BFE3CD97144E836969242F9BD17036E743BC@EXMBX04.austin.utexas.edu> Message-ID: <20121026172758.GT22310@jibsheet.com> On Fri, Oct 26, 2012 at 04:49:57PM +0000, Pollard, James R wrote: > I'm attempting to upgrade RT 4.04 to 4.08 on CentOS 6.3 and running into a permissions problem > since my webserver runs under the apache group as opposed to www which is the assumption of > the upgrade script. Not a change to the install-sh script from 4.04 I see. Is there a switch > I can run make upgrade with to specify the web group? If you look at the top of /opt/rt4/etc/RT_Config.pm you'll see your incants from when you installed which should show you which arguments you gave to ./configure. ./configure --help will list the arguments for changing the users/groups. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jim.pollard at mail.utexas.edu Fri Oct 26 15:51:06 2012 From: jim.pollard at mail.utexas.edu (Pollard, James R) Date: Fri, 26 Oct 2012 19:51:06 +0000 Subject: [rt-users] chgrp error during make upgrade In-Reply-To: <20121026172758.GT22310@jibsheet.com> References: <4A58BFE3CD97144E836969242F9BD17036E743BC@EXMBX04.austin.utexas.edu> <20121026172758.GT22310@jibsheet.com> Message-ID: <4A58BFE3CD97144E836969242F9BD17036E7579B@EXMBX04.austin.utexas.edu> Odd, checking RT_Config.pm shows what I thought which was just straight ./configure with no arguments. More checks show I've never run httpd as anything but apache but the ./configure file from 4.04 release also assumes www. But it worked in my previous install. Here's what I did to get it going now, just for reference in case there are other CentOS users out there. perl -MCPAN -e 'install CPAN' yum install gd gd-devel service httpd stop ./configure --with-web-group=apache make upgrade make upgrade-database The upgrade changed permissions on /opt/rt4/var/mason_data/obj so I ended up having to run chown -R apache:apache /opt/rt4/var/mason_data/obj to fix that, then rm -fr /opt/rt4/var/mason_data/obj and service httpd restart -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, October 26, 2012 12:28 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] chgrp error during make upgrade On Fri, Oct 26, 2012 at 04:49:57PM +0000, Pollard, James R wrote: > I'm attempting to upgrade RT 4.04 to 4.08 on CentOS 6.3 and running into a permissions problem > since my webserver runs under the apache group as opposed to www which is the assumption of > the upgrade script. Not a change to the install-sh script from 4.04 I see. Is there a switch > I can run make upgrade with to specify the web group? If you look at the top of /opt/rt4/etc/RT_Config.pm you'll see your incants from when you installed which should show you which arguments you gave to ./configure. ./configure --help will list the arguments for changing the users/groups. -kevin From ram0502 at gmail.com Fri Oct 26 19:52:37 2012 From: ram0502 at gmail.com (Ram) Date: Fri, 26 Oct 2012 16:52:37 -0700 Subject: [rt-users] Look up User by Attribute in Scrip Message-ID: 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 From chrisherrmann7 at gmail.com Fri Oct 26 20:14:43 2012 From: chrisherrmann7 at gmail.com (Chris Herrmann) Date: Sat, 27 Oct 2012 11:14:43 +1100 Subject: [rt-users] Apache taking up too much CPU Message-ID: <4CC6BE6F-7411-41A1-A4FA-4C43FEE71D02@gmail.com> Try dropping the number of worker threads that apache is running. If it runs out of memory you'll see things like mail gate failing to send emails. On our system we had to trim this down (sorry I can't remember the exact apache2.conf settings im on my phone) but the problem for us was that apache would sometimes try to allocate far more memory than the box had (far more than 613mb... But our system is also far busier). Dropping this number helped immediately and has been great ever since. You will possilbly also need to tune MySQL to use a limited memory footprint. Given the cost of memory its unusual to see a box with that little ram these days; rt (and indeed just apache / MySQL) will be far happier with more memory. Let me know if you want me to dig up the exact parameters we changed and I'll look for them later tonight. Chris Herrmann Far Edge +612 84251400 +614 03393309 http://www.faredge.com.au From trs at bestpractical.com Fri Oct 26 22:56:17 2012 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 26 Oct 2012 19:56:17 -0700 Subject: [rt-users] Look up User by Attribute in Scrip In-Reply-To: References: Message-ID: <508B4D51.4030701@bestpractical.com> On 10/26/2012 04:52 PM, 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? You want the LoadByCols method provided by DBIx::SearchBuilder::Record. my $user = RT::User->new( RT->SystemUser ); $user->LoadByCols( WorkPhone => "1234" ); if ($user->id) { # loaded! } else { # couldn't find that user... } Note that WorkPhone isn't forced to be unique, so you should make sure that you keep it unique if you're going to load by it. From ram0502 at gmail.com Sat Oct 27 12:59:39 2012 From: ram0502 at gmail.com (Ram) Date: Sat, 27 Oct 2012 09:59:39 -0700 Subject: [rt-users] Look up User by Attribute in Scrip Message-ID: > On 10/26/2012 04:52 PM, 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? > > You want the LoadByCols method provided by DBIx::SearchBuilder::Record. > > my $user = RT::User->new( RT->SystemUser ); > $user->LoadByCols( WorkPhone => "1234" ); > > if ($user->id) { > # loaded! > } else { > # couldn't find that user... > } > > Note that WorkPhone isn't forced to be unique, so you should make sure > that you keep it unique if you're going to load by it. Awesome, thanks!! Yep our phone extensions are unique so it'll be fine. ram From ktm at rice.edu Sat Oct 27 14:14:22 2012 From: ktm at rice.edu (ktm at rice.edu) Date: Sat, 27 Oct 2012 13:14:22 -0500 Subject: [rt-users] Look up User by Attribute in Scrip In-Reply-To: References: Message-ID: <20121027181422.GA21544@aart.rice.edu> 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. Cheers, Ken From lists at murrell.ca Sun Oct 28 18:50:19 2012 From: lists at murrell.ca (Alan Murrell) Date: Sun, 28 Oct 2012 15:50:19 -0700 Subject: [rt-users] RTx::AssetTracker problem: Cannot add new asset Message-ID: Hello, I am running RT3.8 on a Debian Squeeze server. I have installed "AssetTracker" 2.0.0b2. I am able to create asset types, custom fields, etc., however in the upper right were "New Asset of Type" should be (so I can add and asset), it shows the code instead of the actual button: LABEL ACCESSKEY="9"> The above is what displays instead of the button. Any idea what is wrong and how I might fix it? Thanks! :-) -A. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Simon.Dray at antplc.com Mon Oct 29 05:07:54 2012 From: Simon.Dray at antplc.com (Simon Dray) Date: Mon, 29 Oct 2012 09:07:54 +0000 Subject: [rt-users] RTx::AssetTracker problem: Cannot add new asset In-Reply-To: References: Message-ID: <3AE0BAB745543E46A98392EE60FC5F769CE036252B@cam-mail2k7.ant.local> Alan Hi You need to get hold of the latest code drop for AT this has a fix in it for the button problem look for something along these lines rg1-rt-extension-assettracker-2.0.0b2-5 on https://github.com/chakatodd/rt-extension-assettracker Regards Simon From: Alan Murrell [mailto:lists at murrell.ca] Sent: 28 October 2012 22:50 To: rt-users at lists.bestpractical.com Subject: [rt-users] RTx::AssetTracker problem: Cannot add new asset Hello, I am running RT3.8 on a Debian Squeeze server. I have installed "AssetTracker" 2.0.0b2. I am able to create asset types, custom fields, etc., however in the upper right were "New Asset of Type" should be (so I can add and asset), it shows the code instead of the actual button: LABEL ACCESSKEY="9"> The above is what displays instead of the button. Any idea what is wrong and how I might fix it? Thanks! :-) -A. -------------- next part -------------- An HTML attachment was scrubbed... URL: From alekreg at gmail.com Mon Oct 29 08:25:31 2012 From: alekreg at gmail.com (Alek Cesarz) Date: Mon, 29 Oct 2012 13:25:31 +0100 Subject: [rt-users] DateTime custom field display issues Message-ID: <508E75BB.9090808@gmail.com> 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. here is an example (excerpt from search page source): WRO Grunwaldzka 2012-09-26 13:56:00 2012-10-17 11:05:00 Priorytet 3 2012-10-27 17:37
Pocz?tek awarii: 2012-09-26 15:56
Koniec awarii: 2012-10-17 13:05
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'; } <%args> $QueueObj => undef; ________________________________ From: Lake, Seth M (Vangent) Sent: Thursday, October 25, 2012 1:00 PM To: rt-users at lists.bestpractical.com Subject: RE: Spreadsheet-esq Web Input I just realized that there is a "table" button in the WYSIWYG. was thinking I could set a default ticket description as a table and do it that way. but it looks like the format isn't maintained (the email is plain text with each table cell as it's own line or mashed all on one line for history) so that won't work... had a few hits searching for "request tracker grid" but that looks like an output, not an input method. hmm... -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Wed Oct 31 22:36:25 2012 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Wed, 31 Oct 2012 19:36:25 -0700 Subject: [rt-users] how to do multiple separate approval sources In-Reply-To: References: Message-ID: Aaron, Set up a queue for each building and then you can set up approvals for each individual Queue. Kenn On Tue, Oct 30, 2012 at 2:00 PM, 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! > > Aaron > > -------- > We're hiring! http://bestpractical.com/jobs > > -------------- next part -------------- An HTML attachment was scrubbed... URL: