<&| /Widgets/TitleBox, title => loc('LOGIN with your AD Credentials'), titleright => $RT::VERSION, hideable => 0 &> -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Aug 1 16:29:04 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 1 Aug 2013 16:29:04 -0400 Subject: [rt-users] Help with SummaryByUsers extension In-Reply-To: References: Message-ID: <20130801202904.GF2203@jibsheet.com> On Thu, Aug 01, 2013 at 06:28:41PM +0000, window camera wrote: > Does anyone know how to use this or where to find the Summery By User option in the GUI?? Click 'Edit' in the upper right hand corner of your RT at a Glance page, choose it from the list to add it to the page. Or edit a dashboard and add it there. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From tjg at ucsc.edu Thu Aug 1 18:25:00 2013 From: tjg at ucsc.edu (Tim Gustafson) Date: Thu, 1 Aug 2013 15:25:00 -0700 Subject: [rt-users] Date/Time Output Format Message-ID: Hi, How does one add an additional option to the drop-down for "Date format" under the "Locale" fieldset on individual user's "Settings" pages? I'd like to add "mm/dd/yyyy hh:ii A" as an option - my users don't need/want seconds to be displayed there, but would like am/pm to show. I looked at $DateTimeFormat but I don't see how that would enable me to let users still have the option of other formats. All I want to do is add a new option, not take away the old ones. -- Tim Gustafson tjg at ucsc.edu 831-459-5354 Baskin Engineering, Room 313A From robert.wysocki at unity.pl Fri Aug 2 03:29:24 2013 From: robert.wysocki at unity.pl (Robert Wysocki) Date: Fri, 2 Aug 2013 09:29:24 +0200 Subject: [rt-users] Differentiating while sending notifictions In-Reply-To: <20130801162129.GB2203@jibsheet.com> References: <1375272237.4545.162.camel@s-rwysocki> <20130731161047.GF22003@jibsheet.com> <1375348698.4545.175.camel@s-rwysocki> <20130801162129.GB2203@jibsheet.com> Message-ID: <1375428564.4545.186.camel@s-rwysocki> Dnia 2013-08-01, czw o godzinie 12:21 -0400, Kevin Falcone pisze: > > Our RT web interface is used mainly locally. We have links included in > > templates, but external users usually don't have credentials to log in > > into web interface, so links just confuse them. > > We'd like to split templates so that only those with access get links > > and others don't. > > Unfortunately, RT uses one template to generate all the mail to all > the Requestors, so you can't solve this with templates. > > One way to solve this is having some custom notification actions > (perhaps with rt-email-group-admin to notify some internal users > separately from the others). > > The only real solution is likely to have some sort of > Notify Privileged Users vs Notify Unprivileged Users Scrip Actions > that subclass the Notify action and override which Requestors are > picked. It'll be weird because half the Requestors would be notified > in a clump and then the others would be notified. > Or to convert RT to sending one email per user. Few months ago I've implemented something similar - a "role" for traffic manager. It consists of a per-queue custom field, some local modifications in Action.pm and custom ScripActions in DB. I'll probably gonna try to customize it so that we can have the kind of ScripActions you've mentioned. In my opinion it would be great to have a easy-to-use mechanism for creation of custom roles like 'Requestor' od 'AdminCc'. Regards, -- Robert Wysocki administrator system?w linuksowych administrator baz danych Grupa Unity | ul. Przedmiejska 6-10, 54-201 Wroc?aw ul. Conrada 55B, 31-357 Krak?w | ul. Z?ota 59, 00-120 Warszawa From mdrouet at randco.fr Fri Aug 2 08:06:55 2013 From: mdrouet at randco.fr (Maximilien Drouet) Date: Fri, 2 Aug 2013 14:06:55 +0200 Subject: [rt-users] (RT::Authen::ExternalAuth) "email exists" problem authenticating trough AD In-Reply-To: References: <51EE4719.8030901@2ndquadrant.com>

Message-ID: Hi You are right, i'm using RT::Authen::ExternalAuth. It binds because i receive all aditional fields and even creates the user with those . The problem is really focused on authentication step and i can't understand why :( -------------- next part -------------- An HTML attachment was scrubbed... URL: From frontcam at me.com Fri Aug 2 09:45:03 2013 From: frontcam at me.com (window camera) Date: Fri, 02 Aug 2013 13:45:03 +0000 (GMT) Subject: [rt-users] Help with SummaryByUsers extension In-Reply-To: <20130801202904.GF2203@jibsheet.com> Message-ID: Thank you Kevin. So now that I added it via Edit, I'm getting "internal error" and it doesn't show up. The rt.log is empty. However, the /var/log/messages has this error message: Aug 2 09:01:32 rttrack RT: could not find component for path 'SummaryByUser'#012#012Stack:#012 [/rtdata/share/html/Elements/MyRT:95]#012 [/rtdata/share/html/index.html:78]#012 [/rtdata/sbin/../lib/RT/Interface/Web.pm:635]#012 [/rtdata/sbin/../lib/RT/Interface/Web.pm:335]#012 [/rtdata/share/html/autohandler:53] (/rtdata/sbin/../lib/RT/Interface/Web/Handler.pm:208) Any ideas on how i would troubleshoot this? I'm on RT 4.013. Perhaps the extension is just not compatible? Thank you!? -R Sent from iCloud On Aug 01, 2013, at 04:29 PM, Kevin Falcone wrote: > On Thu, Aug 01, 2013 at 06:28:41PM +0000, window camera wrote: >> Does anyone know how to use this or where to find the Summery By User option in the GUI?? > > Click 'Edit' in the upper right hand corner of your RT at a Glance > page, choose it from the list to add it to the page. > > Or edit a dashboard and add it there. > > -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From frontcam at me.com Fri Aug 2 10:38:04 2013 From: frontcam at me.com (window camera) Date: Fri, 02 Aug 2013 14:38:04 +0000 (GMT) Subject: [rt-users] Help with GNATT RT Extension: Doesn't show up! In-Reply-To: Message-ID: Thanks Nathan. Yes, I have cleared the Mason cache and the browser cache. Still, unfortunately, I don't see any option anywhere for the GNATT reports. Perhaps the GNATT extension is not compatible with RT 4.013? May I ask where the GNATT extension is supposed to show up in the GUI? Thank you -R? Sent from iCloud On Aug 01, 2013, at 03:29 PM, Nathan Cutler wrote: >> However, there seems to be no option on the RT GUI to run the GNATT >> extension. > > Just to be sure: did you clean the Mason cache and your browser's cache, too? -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Aug 2 10:48:53 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 2 Aug 2013 10:48:53 -0400 Subject: [rt-users] Migration Prep In-Reply-To: <51FAB9BC.4000903@tracker-software.com> References: <20130726125343.GS22003@jibsheet.com> <51F6DEFB.1090407@tracker-software.com> <20130730144234.GX22003@jibsheet.com> <51F83B67.1030802@tracker-software.com> <20130731154805.GD22003@jibsheet.com> <51F9484D.9040905@tracker-software.com> <20130731185905.GH22003@jibsheet.com> <51F9660E.4080306@tracker-software.com> <20130801001554.GI22003@jibsheet.com> <51FAB9BC.4000903@tracker-software.com> Message-ID: <20130802144853.GG2203@jibsheet.com> On Thu, Aug 01, 2013 at 12:40:44PM -0700, Paul O'Rorke wrote: > I don't remember skipping any errors during make upgrade-database. Here are the table > descriptions you asked for. As you can see the Classes, Topics, Articles tables do exist. Do you have logs of the upgrade? > Hopefully you will be able to tell what I need to do to my DB to fix this... Really- you need to do another test upgrade and figure out what fails. While I can tell you how to fix Users, I wouldn't trust that other parts of the upgrade didn't fail. > mysql> describe ACL; > mysql> describe Groups; > mysql> describe GroupMembers; > mysql> describe CustomFieldValues; > mysql> describe Tickets; > mysql> describe CustomFields; > mysql> describe Queues; > mysql> show tables; These all look correct. That shows that you at least ran upgrades through 3.9.7, but the User change for Password that you're missing was 4.0.0rc4. Did you stop anywhere or let it run everything through 4.0.16? You can look at 'show create table sessions' which should be innodb not myisam and look at your Attributes table, which should have a LONGBLOB for Content. While I've seen errors that reset the Password field to the wrong size on 3.6 -> 4.0 upgrades, those don't apply to a 3.8 -> 4.0 upgrade. At this point, I'd rerun a database upgrade, paying close attention to what steps run and watching the screen and the mysql error logs for errors. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From darin at darins.net Fri Aug 2 10:50:37 2013 From: darin at darins.net (Darin Perusich) Date: Fri, 2 Aug 2013 10:50:37 -0400 Subject: [rt-users] Help with GNATT RT Extension: Doesn't show up! In-Reply-To: References:

Message-ID: Under Links next to Graph when viewing a ticket. On Fri, Aug 2, 2013 at 10:38 AM, window camera wrote: > May I ask where the GNATT extension is supposed to show up in the GUI? -- Later, Darin From falcone at bestpractical.com Fri Aug 2 10:55:12 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 2 Aug 2013 10:55:12 -0400 Subject: [rt-users] Date/Time Output Format In-Reply-To: References: Message-ID: <20130802145512.GH2203@jibsheet.com> On Thu, Aug 01, 2013 at 03:25:00PM -0700, Tim Gustafson wrote: > How does one add an additional option to the drop-down for "Date > format" under the "Locale" fieldset on individual user's "Settings" > pages? > > I'd like to add "mm/dd/yyyy hh:ii A" as an option - my users don't > need/want seconds to be displayed there, but would like am/pm to show. > > I looked at $DateTimeFormat but I don't see how that would enable me > to let users still have the option of other formats. All I want to do > is add a new option, not take away the old ones. Setting $DateTimeFormat controls the default your users get, there are some examples of defining 'custom' ones, such as ISO without seconds, or RFC2822 without seconds. If there's an option already which is 'close' to what you want, you might be able to do that. Otherwise, if you need something wholly custom, it's a pretty simple plugin to add to the list, I've written one or two: https://metacpan.org/module/RT::Extension::DateTAI64 you can see it's a tiny amount of perl code at the bottom of the file, most of the text is documentation: http://api.metacpan.org/source/FALCONE/RT-Extension-DateTAI64-0.01/lib/RT/Extension/DateTAI64.pm -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Aug 2 10:56:56 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 2 Aug 2013 10:56:56 -0400 Subject: [rt-users] Help with SummaryByUsers extension In-Reply-To: References: <20130801202904.GF2203@jibsheet.com> Message-ID: <20130802145656.GI2203@jibsheet.com> On Fri, Aug 02, 2013 at 01:45:03PM +0000, window camera wrote: > So now that I added it via Edit, I'm getting "internal error" and it doesn't show up. You said you registered the component in HomepageComponents, did you also enable it as a plugin? > The rt.log is empty. However, the /var/log/messages has this error message: > > Aug 2 09:01:32 rttrack RT: could not find component for path 'SummaryByUser'#012#012Stack:#012 [/rtdata/share/html/Elements/MyRT:95]#012 [/rtdata/share/html/index.html:78]#012 [/rtdata/sbin/../lib/RT/Interface/Web.pm:635]#012 [/rtdata/sbin/../lib/RT/Interface/Web.pm:335]#012 [/rtdata/share/html/autohandler:53] (/rtdata/sbin/../lib/RT/Interface/Web/Handler.pm:208) > Any ideas on how i would troubleshoot this? I'm on RT 4.013. Perhaps the extension is just not compatible? You also cut off part of this that would have shown the search paths for where it was looking for the file. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From vadud3 at gmail.com Fri Aug 2 11:21:24 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 2 Aug 2013 11:21:24 -0400 Subject: [rt-users] Migration Prep In-Reply-To: <20130802144853.GG2203@jibsheet.com> References: <20130726125343.GS22003@jibsheet.com> <51F6DEFB.1090407@tracker-software.com> <20130730144234.GX22003@jibsheet.com> <51F83B67.1030802@tracker-software.com> <20130731154805.GD22003@jibsheet.com> <51F9484D.9040905@tracker-software.com> <20130731185905.GH22003@jibsheet.com> <51F9660E.4080306@tracker-software.com> <20130801001554.GI22003@jibsheet.com> <51FAB9BC.4000903@tracker-software.com> <20130802144853.GG2203@jibsheet.com> Message-ID: On Fri, Aug 2, 2013 at 10:48 AM, Kevin Falcone wrote: > You can look at 'show create table sessions' which should be innodb > not myisam and look at your Attributes table, which should have a > LONGBLOB for Content. > I just did my test upgrade from rt 3.8.2 / mysql 5.0.75 to rt 4.0.16 / mysql 5.5.32 but session table still showing myisam. $ mysql -e 'use rt4; show create table sessions' | sessions | CREATE TABLE `sessions` ( `id` varbinary(32) NOT NULL DEFAULT '', `a_session` longblob, `LastUpdated` timestamp NOT NULL DEFAULT CURRENT_TIMESTAMP ON UPDATE CURRENT_TIMESTAMP, PRIMARY KEY (`id`) ) ENGINE=MyISAM DEFAULT CHARSET=utf8 | I guess I can just ALTER the session table now? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Aug 2 11:32:37 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 2 Aug 2013 11:32:37 -0400 Subject: [rt-users] Migration Prep In-Reply-To: References: <20130730144234.GX22003@jibsheet.com> <51F83B67.1030802@tracker-software.com> <20130731154805.GD22003@jibsheet.com> <51F9484D.9040905@tracker-software.com> <20130731185905.GH22003@jibsheet.com> <51F9660E.4080306@tracker-software.com> <20130801001554.GI22003@jibsheet.com> <51FAB9BC.4000903@tracker-software.com> <20130802144853.GG2203@jibsheet.com> Message-ID: <20130802153237.GJ2203@jibsheet.com> On Fri, Aug 02, 2013 at 11:21:24AM -0400, Asif Iqbal wrote: > On Fri, Aug 2, 2013 at 10:48 AM, Kevin Falcone <[1]falcone at bestpractical.com> wrote: > > You can look at 'show create table sessions' which should be innodb > not myisam and look at your Attributes table, which should have a > LONGBLOB for Content. > > I just did my test upgrade from rt 3.8.2 / mysql 5.0.75 to rt 4.0.16 / mysql 5.5.32 > but session table still showing myisam. > $ mysql -e 'use rt4; show create table sessions' > | sessions | CREATE TABLE `sessions` ( > `id` varbinary(32) NOT NULL DEFAULT '', > `a_session` longblob, > `LastUpdated` timestamp NOT NULL DEFAULT CURRENT_TIMESTAMP ON UPDATE CURRENT_TIMESTAMP, > PRIMARY KEY (`id`) > ) ENGINE=MyISAM DEFAULT CHARSET=utf8 | > I guess I can just ALTER the session table now? Please show a log of your make upgrade-database step One of the steps explicitly drops and recreates the sessions table. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From frontcam at me.com Fri Aug 2 11:33:48 2013 From: frontcam at me.com (window camera) Date: Fri, 02 Aug 2013 15:33:48 +0000 (GMT) Subject: [rt-users] Help with SummaryByUsers extension In-Reply-To: <20130802145656.GI2203@jibsheet.com> Message-ID: <1a3195f7-e2ea-40fa-ad20-78868ce63560@me.com> <> Yes, I did. Homepagecomponents setting is in RT_Config.pm: Set( $HomepageComponents, [ qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards SavedSearches SummaryByUser) # loc_qw ] ); =back And the plugin setting is in RT_SiteConfig.pm. Is there anyway that you know of that I can increase the logging? Or perhaps there is another log file somewhere? Also, perhaps it's just not compatible with RT 4.13. Do you know how to go about uninstalling it? <> Unfortunately, that's how it shows up in the log file /var/log/messages. The RT engine cuts them off in the log file. Thank you for looking into this! -Rick ? On Aug 02, 2013, at 10:56 AM, Kevin Falcone wrote: > On Fri, Aug 02, 2013 at 01:45:03PM +0000, window camera wrote: >> So now that I added it via Edit, I'm getting "internal error" and it doesn't show up. > > You said you registered the component in HomepageComponents, did you > also enable it as a plugin? > >> The rt.log is empty. However, the /var/log/messages has this error message: >> Aug 2 09:01:32 rttrack RT: could not find component for path 'SummaryByUser'#012#012Stack:#012 [/rtdata/share/html/Elements/MyRT:95]#012 [/rtdata/share/html/index.html:78]#012 [/rtdata/sbin/../lib/RT/Interface/Web.pm:635]#012 [/rtdata/sbin/../lib/RT/Interface/Web.pm:335]#012 [/rtdata/share/html/autohandler:53] (/rtdata/sbin/../lib/RT/Interface/Web/Handler.pm:208) >> Any ideas on how i would troubleshoot this? I'm on RT 4.013. Perhaps the extension is just not compatible? > > You also cut off part of this that would have shown the search paths > for where it was looking for the file. > > -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Aug 2 11:49:36 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 2 Aug 2013 11:49:36 -0400 Subject: [rt-users] Help with SummaryByUsers extension In-Reply-To: <1a3195f7-e2ea-40fa-ad20-78868ce63560@me.com> References: <20130802145656.GI2203@jibsheet.com> <1a3195f7-e2ea-40fa-ad20-78868ce63560@me.com> Message-ID: <20130802154936.GK2203@jibsheet.com> On Fri, Aug 02, 2013 at 03:33:48PM +0000, window camera wrote: > < also enable it as a plugin?>> > > Yes, I did. Homepagecomponents setting is in RT_Config.pm: This is wrong. Always make your changes in RT_SiteConfig.pm, never in RT_Config.pm or they'll be lost when you upgrade. Read lines 9 through 17 of RT_Config.pm: ############################# WARNING ############################# # # # NEVER EDIT RT_Config.pm ! # # # # Instead, copy any sections you want to change to # # RT_SiteConfig.pm and edit them there. Otherwise, # # your changes will be lost when you upgrade RT. # # # ############################# WARNING ############################# > Set( > $HomepageComponents, > [ > qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards SavedSearches SummaryByUser) # loc_qw > ] > ); That's not actually correct. This plugin provides two components. OwnerSummmary and RequestorSummary. Go delete SummaryByUser from your RT at a Glance page, fix HomepageComponents to contain valid components and then add them to the page. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From vadud3 at gmail.com Fri Aug 2 12:49:47 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 2 Aug 2013 12:49:47 -0400 Subject: [rt-users] Migration Prep In-Reply-To: <20130802153237.GJ2203@jibsheet.com> References: <20130730144234.GX22003@jibsheet.com> <51F83B67.1030802@tracker-software.com> <20130731154805.GD22003@jibsheet.com> <51F9484D.9040905@tracker-software.com> <20130731185905.GH22003@jibsheet.com> <51F9660E.4080306@tracker-software.com> <20130801001554.GI22003@jibsheet.com> <51FAB9BC.4000903@tracker-software.com> <20130802144853.GG2203@jibsheet.com> <20130802153237.GJ2203@jibsheet.com> Message-ID: On Fri, Aug 2, 2013 at 11:32 AM, Kevin Falcone wrote: > > I just did my test upgrade from rt 3.8.2 / mysql 5.0.75 to rt 4.0.16 > / mysql 5.5.32 > > but session table still showing myisam. > > $ mysql -e 'use rt4; show create table sessions' > > | sessions | CREATE TABLE `sessions` ( > > `id` varbinary(32) NOT NULL DEFAULT '', > > `a_session` longblob, > > `LastUpdated` timestamp NOT NULL DEFAULT CURRENT_TIMESTAMP ON UPDATE > CURRENT_TIMESTAMP, > > PRIMARY KEY (`id`) > > ) ENGINE=MyISAM DEFAULT CHARSET=utf8 | > > I guess I can just ALTER the session table now? > > Please show a log of your make upgrade-database step > > One of the steps explicitly drops and recreates the sessions table. ~/src/rt-4.0.16# make upgrade-database /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action upgrade --prompt-for-dba-password In order to create or update your RT database, this script needs to connect to your mysql instance on localhost (port '') 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 Port: Name: rt4 User: rt_user DBA: root Enter RT version you're upgrading from: 3.8.2 Going to apply following upgrades: * 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 * 4.0.1 * 4.0.3 * 4.0.4 * 4.0.6 * 4.0.9 * 4.0.12 * 4.0.13 Enter RT version if you want to stop upgrade at some point, or leave it blank if you want apply above upgrades: IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP Proceed [y/N]:y Processing 3.8.3 Now inserting data. Processing 3.8.4 Now inserting data. Processing 3.8.6 Now inserting data. Processing 3.8.8 Now inserting data. [Fri Aug 2 16:42:55 2013] [warning]: Couldn't set SortOrder: That is already the current value (./etc/upgrade/3.8.8/content:32) [Fri Aug 2 16:42:55 2013] [warning]: Couldn't set SortOrder: That is already the current value (./etc/upgrade/3.8.8/content:32) Processing 3.8.9 Now inserting data. [Fri Aug 2 16:42:58 2013] [warning]: Use of uninitialized value in string eq at /home/iqbala/src/rt-4.0.16/sbin/../lib/RT/Template.pm line 652, <> line 1. (/home/iqbala/src/rt-4.0.16/sbin/../lib/RT/Template.pm:652) [Fri Aug 2 16:42:58 2013] [warning]: Use of uninitialized value in string eq at /home/iqbala/src/rt-4.0.16/sbin/../lib/RT/Template.pm line 652, <> line 1. (/home/iqbala/src/rt-4.0.16/sbin/../lib/RT/Template.pm:652) [Fri Aug 2 16:42:58 2013] [warning]: Use of uninitialized value in string eq at /home/iqbala/src/rt-4.0.16/sbin/../lib/RT/Template.pm line 652, <> line 1. (/home/iqbala/src/rt-4.0.16/sbin/../lib/RT/Template.pm:652) Processing 3.9.1 Now inserting data. [Fri Aug 2 16:43:03 2013] [warning]: Unable to grant ExecuteCode on principal 685493: NSI already has that right (./etc/upgrade/3.9.1/content:63) Processing 3.9.2 Now inserting data. Processing 3.9.3 Now populating database schema. Processing 3.9.5 Now populating database schema. Processing 3.9.6 Now populating database schema. Processing 3.9.7 Now populating database schema. Now inserting data. Processing 3.9.8 Now populating database schema. Now inserting data. [Fri Aug 2 16:46:20 2013] [error]: You appear to be upgrading from RTFM 2.0 - We don't support upgrading this old of an RTFM yet (./etc/upgrade/3.9.8/content:11) [Fri Aug 2 16:46:20 2013] [error]: We found RTFM tables in your database. Checking for content. (./etc/upgrade/3.9.8/content:14) [Fri Aug 2 16:46:20 2013] [error]: You appear to have RTFM Articles. You can upgrade using the etc/upgrade/upgrade-articles script. Read more about it in docs/UPGRADING-4.0 (./etc/upgrade/3.9.8/content:20) Processing 4.0.1 Now inserting data. Processing 4.0.3 Now inserting data. Processing 4.0.4 Now inserting data. Processing 4.0.6 Now populating database schema. Now inserting data. Processing 4.0.9 Now inserting data. Processing 4.0.12 Now populating database schema. Processing 4.0.13 Now populating database schema. Done. root at newwebrt:~/src/rt-4.0.16# -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From frontcam at me.com Fri Aug 2 13:03:32 2013 From: frontcam at me.com (window camera) Date: Fri, 02 Aug 2013 17:03:32 +0000 (GMT) Subject: [rt-users] Help with SummaryByUsers extension In-Reply-To: <20130802154936.GK2203@jibsheet.com> Message-ID: <14e03bc3-e2d4-425f-ac2a-848e0d83b385@me.com> <> Yes, I know it's wrong to do it there. Had no choice though. There was absolutely no information or documenation on how to setup "HomepageCompoents" in RT_SiteConfig.pm. I searched far and wide for it. Do you happen to know how? I'll tell you how I did it though (in RT_SiteConfig.pm): SET ( HomepageComponents, qw('SummaryByUser')); and I also added the SummaryByUser in the @plugins. Howerver, got the same exact error. No dice. Just error'ed out again. I'm just a little baffled why these extensions don't come with a README that gives directions on how to set it up. Anyway I digress. <> Yes, thanks. I did do that. Same error. See above configuration I did in RT_SiteConfig.pm. Now when I add "OwnerSummary" as you said, I get error "Error while loading ....can't locate RT/Extensions/OwnerSummary.pm. Any other things you think I should check? Or perhaps now we're at the point where this extension is perhaps not compatible with RT 4.13? Thank you Rick? Sent from iCloud On Aug 02, 2013, at 11:49 AM, Kevin Falcone wrote: > On Fri, Aug 02, 2013 at 03:33:48PM +0000, window camera wrote: >> <> also enable it as a plugin?>> >> Yes, I did. Homepagecomponents setting is in RT_Config.pm: > > This is wrong. Always make your changes in RT_SiteConfig.pm, never in > RT_Config.pm or they'll be lost when you upgrade. > > Read lines 9 through 17 of RT_Config.pm: > > ############################# WARNING ############################# > # # > # NEVER EDIT RT_Config.pm ! # > # # > # Instead, copy any sections you want to change to # > # RT_SiteConfig.pm and edit them there. Otherwise, # > # your changes will be lost when you upgrade RT. # > # # > ############################# WARNING ############################# > > >> Set( >> $HomepageComponents, >> [ >> qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards SavedSearches SummaryByUser) # loc_qw >> ] >> ); > > That's not actually correct. > This plugin provides two components. OwnerSummmary and RequestorSummary. > Go delete SummaryByUser from your RT at a Glance page, fix HomepageComponents to contain valid components and then add them to the page. > > -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Aug 2 13:04:23 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 2 Aug 2013 13:04:23 -0400 Subject: [rt-users] Migration Prep In-Reply-To: References: <20130731154805.GD22003@jibsheet.com> <51F9484D.9040905@tracker-software.com> <20130731185905.GH22003@jibsheet.com> <51F9660E.4080306@tracker-software.com> <20130801001554.GI22003@jibsheet.com> <51FAB9BC.4000903@tracker-software.com> <20130802144853.GG2203@jibsheet.com> <20130802153237.GJ2203@jibsheet.com> Message-ID: <20130802170423.GL2203@jibsheet.com> On Fri, Aug 02, 2013 at 12:49:47PM -0400, Asif Iqbal wrote: > Please show a log of your make upgrade-database step > > * 3.9.8 > * 4.0.1 That's definitely skipping steps. It should read: * 3.9.8 * 4.0.0rc2 * 4.0.0rc4 * 4.0.0rc7 * 4.0.1 What does ls -l etc/upgrade/ in the directory where you're running make upgrade-database show? ls -l etc/upgrade/4.0.0rc*/ would also be interesting. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From paul at tracker-software.com Fri Aug 2 13:04:16 2013 From: paul at tracker-software.com (Paul O'Rorke) Date: Fri, 02 Aug 2013 10:04:16 -0700 Subject: [rt-users] Migration Prep In-Reply-To: <20130802144853.GG2203@jibsheet.com> References: <20130726125343.GS22003@jibsheet.com> <51F6DEFB.1090407@tracker-software.com> <20130730144234.GX22003@jibsheet.com> <51F83B67.1030802@tracker-software.com> <20130731154805.GD22003@jibsheet.com> <51F9484D.9040905@tracker-software.com> <20130731185905.GH22003@jibsheet.com> <51F9660E.4080306@tracker-software.com> <20130801001554.GI22003@jibsheet.com> <51FAB9BC.4000903@tracker-software.com> <20130802144853.GG2203@jibsheet.com> Message-ID: <51FBE690.4090701@tracker-software.com> Thanks again Kevin, OK - I'll roll back and run the upgrade again from 3.8.4. > Do you have logs of the upgrade? How do I enable/check logging for that? *Paul O'Rorke* Tracker Software Products paul at tracker-software.com On 8/2/2013 7:48 AM, Kevin Falcone wrote: > On Thu, Aug 01, 2013 at 12:40:44PM -0700, Paul O'Rorke wrote: >> I don't remember skipping any errors during make upgrade-database. Here are the table >> descriptions you asked for. As you can see the Classes, Topics, Articles tables do exist. > Do you have logs of the upgrade? > >> Hopefully you will be able to tell what I need to do to my DB to fix this... > Really- you need to do another test upgrade and figure out what fails. > While I can tell you how to fix Users, I wouldn't trust that other > parts of the upgrade didn't fail. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Aug 2 13:15:20 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 2 Aug 2013 13:15:20 -0400 Subject: [rt-users] Help with SummaryByUsers extension In-Reply-To: <14e03bc3-e2d4-425f-ac2a-848e0d83b385@me.com> References: <20130802154936.GK2203@jibsheet.com> <14e03bc3-e2d4-425f-ac2a-848e0d83b385@me.com> Message-ID: <20130802171520.GM2203@jibsheet.com> On Fri, Aug 02, 2013 at 05:03:32PM +0000, window camera wrote: > < RT_Config.pm or they'll be lost when you upgrade.>> > > Yes, I know it's wrong to do it there. Had no choice though. > There was absolutely no information or documenation on how to > setup "HomepageCompoents" in RT_SiteConfig.pm. I searched far and > wide for it. Um. Copy it from RT_Config.pm to RT_SiteConfig.pm and modify it there.o The documentation I copied that you deleted said what to do. ############################# WARNING ############################# # # # NEVER EDIT RT_Config.pm ! # # # # Instead, copy any sections you want to change to # # RT_SiteConfig.pm and edit them there. Otherwise, # # your changes will be lost when you upgrade RT. # # # ############################# WARNING ############################# > > Do you happen to know how? > > I'll tell you how I did it though (in RT_SiteConfig.pm): > > SET ( HomepageComponents, qw('SummaryByUser')); Nope, SET is invalid, it's Set (copy, don't retype). Exactly the line you had in RT_Config.pm goes in RT_SiteConfig.pm. Then you add OwnerSummary to that HomepageComponents line. (The names OwnerSummary and RequestorSummary are documented in the DESCRIPTION section of the README shipped with the extension). > and I also added the SummaryByUser in the @plugins. @Plugins, not @plugins. You still haven't shown your plugins configuration. > Howerver, got the same exact error. No dice. Just error'ed out again. > I'm just a little baffled why these extensions don't come with a > README that gives directions on how to set it up. Anyway I digress. Most extensions do, this one is underdocumented. > <> > > Yes, thanks. I did do that. Same error. See above configuration I did in RT_SiteConfig.pm. > Now when I add "OwnerSummary" as you said, I get error "Error while loading ....can't locate RT/Extensions/OwnerSummary.pm. No, don't add that to plugins, you add that to HomepageComponents. > Any other things you think I should check? Or perhaps now we're at the point where this extension is perhaps not compatible with RT 4.13? This extension is compatible with 4.0.13. I'm the developer who contributed a patch to make it compatible with RT4. Since you don't seem to be following my explanations, I'll copy and paste the correct configuration here, but then you're on your own. Set( $HomepageComponents, [ qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards SavedSearches OwnerSummary) # loc_qw ] ); Set( @Plugins, qw(RT::Extension::SummaryByUser)); If you use more than one plugin, this @Plugins line is incorrect and will disable other plugins. You must specify them all in a single @Plugins line. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From vadud3 at gmail.com Fri Aug 2 13:16:11 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 2 Aug 2013 13:16:11 -0400 Subject: [rt-users] Migration Prep In-Reply-To: <20130802170423.GL2203@jibsheet.com> References: <20130731154805.GD22003@jibsheet.com> <51F9484D.9040905@tracker-software.com> <20130731185905.GH22003@jibsheet.com> <51F9660E.4080306@tracker-software.com> <20130801001554.GI22003@jibsheet.com> <51FAB9BC.4000903@tracker-software.com> <20130802144853.GG2203@jibsheet.com> <20130802153237.GJ2203@jibsheet.com> <20130802170423.GL2203@jibsheet.com> Message-ID: On Fri, Aug 2, 2013 at 1:04 PM, Kevin Falcone wrote: > On Fri, Aug 02, 2013 at 12:49:47PM -0400, Asif Iqbal wrote: > > Please show a log of your make upgrade-database step > > > > * 3.9.8 > > * 4.0.1 > > That's definitely skipping steps. > > It should read: > * 3.9.8 > * 4.0.0rc2 > * 4.0.0rc4 > * 4.0.0rc7 > * 4.0.1 > > What does ls -l etc/upgrade/ in the directory where you're running make > upgrade-database show? > > ~/src/rt-4.0.16$ ls -al etc/upgrade/ ... drwxrwxr-x 2 iqbala iqbala 4096 Jul 29 19:02 3.8.8 drwxrwxr-x 2 iqbala iqbala 4096 Jul 29 19:02 3.8.9 -rwxr-xr-- 1 root root 3169 Jul 30 14:37 3.8-branded-queues-extension -rwxrwxr-x 1 iqbala iqbala 3179 Jul 29 19:02 3.8-branded-queues-extension.in -rwxr-xr-- 1 root root 3203 Jul 30 14:37 3.8-ical-extension -rw-rw-r-- 1 iqbala iqbala 3213 Jul 29 19:02 3.8-ical-extension.in drwxrwxr-x 2 iqbala iqbala 4096 Jul 29 19:02 3.9.1 drwxrwxr-x 2 iqbala iqbala 4096 Jul 29 19:02 3.9.2 drwxrwxr-x 2 iqbala iqbala 4096 Jul 29 19:02 3.9.3 drwxrwxr-x 2 iqbala iqbala 4096 Jul 29 19:02 3.9.5 drwxrwxr-x 2 iqbala iqbala 4096 Jul 29 19:02 3.9.6 drwxrwxr-x 2 iqbala iqbala 4096 Jul 29 19:02 3.9.7 drwxrwxr-x 2 iqbala iqbala 4096 Jul 29 19:02 3.9.8 drwxrwxr-x 2 iqbala iqbala 4096 Jul 29 19:02 4.0.0rc2 drwxrwxr-x 2 iqbala iqbala 4096 Jul 29 19:02 4.0.0rc4 drwxrwxr-x 2 iqbala iqbala 4096 Jul 29 19:02 4.0.0rc7 drwxrwxr-x 2 iqbala iqbala 4096 Jul 29 19:02 4.0.1 drwxrwxr-x 2 iqbala iqbala 4096 Jul 29 19:02 4.0.12 drwxrwxr-x 2 iqbala iqbala 4096 Jul 29 19:02 4.0.13 drwxrwxr-x 2 iqbala iqbala 4096 Jul 29 19:02 4.0.3 drwxrwxr-x 2 iqbala iqbala 4096 Jul 29 19:02 4.0.4 drwxrwxr-x 2 iqbala iqbala 4096 Jul 29 19:02 4.0.6 drwxrwxr-x 2 iqbala iqbala 4096 Jul 29 19:02 4.0.9 .... > ls -l etc/upgrade/4.0.0rc*/ would also be interesting. > > ~/src/rt-4.0.16$ ls -al etc/upgrade/4.0.0rc* etc/upgrade/4.0.0rc2: total 12 drwxrwxr-x 2 iqbala iqbala 4096 Jul 29 19:02 . drwxrwxr-x 43 iqbala iqbala 4096 Jul 30 17:31 .. -rw-rw-r-- 1 iqbala iqbala 193 Jul 29 19:02 schema.mysql etc/upgrade/4.0.0rc4: total 20 drwxrwxr-x 2 iqbala iqbala 4096 Jul 29 19:02 . drwxrwxr-x 43 iqbala iqbala 4096 Jul 30 17:31 .. -rw-rw-r-- 1 iqbala iqbala 48 Jul 29 19:02 schema.mysql -rw-rw-r-- 1 iqbala iqbala 49 Jul 29 19:02 schema.Oracle -rw-rw-r-- 1 iqbala iqbala 52 Jul 29 19:02 schema.Pg etc/upgrade/4.0.0rc7: total 12 drwxrwxr-x 2 iqbala iqbala 4096 Jul 29 19:02 . drwxrwxr-x 43 iqbala iqbala 4096 Jul 30 17:31 .. -rw-rw-r-- 1 iqbala iqbala 630 Jul 29 19:02 content ~/src/rt-4.0.16$ cat etc/upgrade/4.0.0rc2/schema.mysql DROP TABLE IF EXISTS sessions; CREATE TABLE sessions ( id char(32) NOT NULL, a_session LONGBLOB, LastUpdated TIMESTAMP, PRIMARY KEY (id) ) ENGINE=InnoDB CHARACTER SET ascii; I am not sure why it is skipping then. Could it be because of the RTFM errors? I do not use them and not planning to either. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From frontcam at me.com Fri Aug 2 13:22:38 2013 From: frontcam at me.com (window camera) Date: Fri, 02 Aug 2013 17:22:38 +0000 (GMT) Subject: [rt-users] Help with GNATT RT Extension: Doesn't show up! In-Reply-To: Message-ID: <75287738-0a78-4a86-b2e1-3c38fa9c4e32@me.com> Yes, it was there! Thank you. I'm still a little shocked that these RT extensions don't come with completed install directions or little helpful things like, "where to find the darn thing"?! Oh well, nothing is perfect I supposed. They make the extensions, it's up to use to figure out how to use them I guess. Thanks again Sent from iCloud On Aug 02, 2013, at 10:50 AM, Darin Perusich wrote: > Under Links next to Graph when viewing a ticket. > > On Fri, Aug 2, 2013 at 10:38 AM, window camera wrote: >> May I ask where the GNATT extension is supposed to show up in the GUI? > > > -- > Later, > Darin -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Fri Aug 2 13:23:26 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 02 Aug 2013 10:23:26 -0700 Subject: [rt-users] Migration Prep In-Reply-To: <20130802170423.GL2203@jibsheet.com> References: <20130731154805.GD22003@jibsheet.com> <51F9484D.9040905@tracker-software.com> <20130731185905.GH22003@jibsheet.com> <51F9660E.4080306@tracker-software.com> <20130801001554.GI22003@jibsheet.com> <51FAB9BC.4000903@tracker-software.com> <20130802144853.GG2203@jibsheet.com> <20130802153237.GJ2203@jibsheet.com> <20130802170423.GL2203@jibsheet.com> Message-ID: <51FBEB0E.6050404@bestpractical.com> On 08/02/2013 10:04 AM, Kevin Falcone wrote: > On Fri, Aug 02, 2013 at 12:49:47PM -0400, Asif Iqbal wrote: >> Please show a log of your make upgrade-database step >> >> * 3.9.8 >> * 4.0.1 > > That's definitely skipping steps. > > It should read: > * 3.9.8 > * 4.0.0rc2 > * 4.0.0rc4 > * 4.0.0rc7 > * 4.0.1 Paul and Asif, you've helped uncover a regression in RT's upgrade logic beginning in 4.0.14. It only affects folks who are upgrading from an RT 3.8.x (or older) install to 4.0.14 or higher. If you're upgrading from 4.0.0 or higher, you're unaffected. 4.0.17 will be out shortly to correct this regression. Thanks for your time spent debugging on the list. From falcone at bestpractical.com Fri Aug 2 13:46:36 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 2 Aug 2013 13:46:36 -0400 Subject: [rt-users] Help with GNATT RT Extension: Doesn't show up! In-Reply-To: <75287738-0a78-4a86-b2e1-3c38fa9c4e32@me.com> References: <75287738-0a78-4a86-b2e1-3c38fa9c4e32@me.com> Message-ID: <20130802174636.GN2203@jibsheet.com> On Fri, Aug 02, 2013 at 05:22:38PM +0000, window camera wrote: > I'm still a little shocked that these RT extensions don't come with > completed install directions or little helpful things like, "where > to find the darn thing"?! Oh well, nothing is perfect I supposed. > They make the extensions, it's up to use to figure out how to use > them I guess. Patches welcome. This page includes an email address where you can send your suggested update. https://rt.cpan.org/Public/Bug/Report.html?Queue=RT-Extension-JSGantt -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From frontcam at me.com Fri Aug 2 13:53:51 2013 From: frontcam at me.com (window camera) Date: Fri, 02 Aug 2013 17:53:51 +0000 (GMT) Subject: [rt-users] Help with SummaryByUsers extension In-Reply-To: <20130802171520.GM2203@jibsheet.com> Message-ID: <4b6f8274-10ca-4f0b-afec-0c21a4a5151c@me.com> Kevin, Your help is much appreciated. I've done exactly what you've stated. I've also successfully installed over 10 other extensions. For some reason, this extension just doesn't want to work on my RT 4.13 version. I still get the error : Aug 2 13:48:18 rttrack RT: could not find component for path 'SummaryByUser'#012#012Stack:#012 [/rtdata/share/html/Elements/MyRT:95]#012 [/rtdata/share/html/index.html:78]#012 [/rtdata/sbin/../lib/RT/Interface/Web.pm:635]#012 [/rtdata/sbin/../lib/RT/Interface/Web.pm:335]#012 [/rtdata/share/html/autohandler:53] (/rtdata/sbin/../lib/RT/Interface/Web/Handler.pm:208) At this point, i'd like to uninstall it and get rid of all the error messages (on the GUI and within the logs). Are there removal instructions anywhere? Thank you again!? -Rick Sent from iCloud On Aug 02, 2013, at 01:15 PM, Kevin Falcone wrote: > On Fri, Aug 02, 2013 at 05:03:32PM +0000, window camera wrote: >> <> RT_Config.pm or they'll be lost when you upgrade.>> >> Yes, I know it's wrong to do it there. Had no choice though. >> There was absolutely no information or documenation on how to >> setup "HomepageCompoents" in RT_SiteConfig.pm. I searched far and >> wide for it. > > Um. Copy it from RT_Config.pm to RT_SiteConfig.pm and modify it > there.o > > The documentation I copied that you deleted said what to do. > > ############################# WARNING ############################# > # # > # NEVER EDIT RT_Config.pm ! # > # # > # Instead, copy any sections you want to change to # > # RT_SiteConfig.pm and edit them there. Otherwise, # > # your changes will be lost when you upgrade RT. # > # # > ############################# WARNING ############################# > > >> Do you happen to know how? >> I'll tell you how I did it though (in RT_SiteConfig.pm): >> SET ( HomepageComponents, qw('SummaryByUser')); > > Nope, SET is invalid, it's Set (copy, don't retype). > Exactly the line you had in RT_Config.pm goes in RT_SiteConfig.pm. > > Then you add OwnerSummary to that HomepageComponents line. > (The names OwnerSummary and RequestorSummary are documented in the > DESCRIPTION section of the README shipped with the extension). > >> and I also added the SummaryByUser in the @plugins. > > @Plugins, not @plugins. You still haven't shown your plugins configuration. > >> Howerver, got the same exact error. No dice. Just error'ed out again. >> I'm just a little baffled why these extensions don't come with a >> README that gives directions on how to set it up. Anyway I digress. > > Most extensions do, this one is underdocumented. > >> <> >> Yes, thanks. I did do that. Same error. See above configuration I did in RT_SiteConfig.pm. > >> Now when I add "OwnerSummary" as you said, I get error "Error while loading ....can't locate RT/Extensions/OwnerSummary.pm. > > No, don't add that to plugins, you add that to HomepageComponents. > >> Any other things you think I should check? Or perhaps now we're at the point where this extension is perhaps not compatible with RT 4.13? > > This extension is compatible with 4.0.13. > I'm the developer who contributed a patch to make it compatible with RT4. > > Since you don't seem to be following my explanations, I'll copy and > paste the correct configuration here, but then you're on your own. > > Set( > $HomepageComponents, > [ > qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards SavedSearches OwnerSummary) # loc_qw > ] > ); > > Set( @Plugins, qw(RT::Extension::SummaryByUser)); > > If you use more than one plugin, this @Plugins line is incorrect and > will disable other plugins. You must specify them all in a single > @Plugins line. > > -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Aug 2 14:03:09 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 2 Aug 2013 14:03:09 -0400 Subject: [rt-users] Help with SummaryByUsers extension In-Reply-To: <4b6f8274-10ca-4f0b-afec-0c21a4a5151c@me.com> References: <20130802171520.GM2203@jibsheet.com> <4b6f8274-10ca-4f0b-afec-0c21a4a5151c@me.com> Message-ID: <20130802180309.GO2203@jibsheet.com> On Fri, Aug 02, 2013 at 05:53:51PM +0000, window camera wrote: > I still get the error : > > Aug 2 13:48:18 rttrack RT: could not find component for path 'SummaryByUser'#012#012Stack:#012 [/rtdata/share/html/Elements/MyRT:95]#012 [/rtdata/share/html/index.html:78]#012 [/rtdata/sbin/../lib/RT/Interface/Web.pm:635]#012 [/rtdata/sbin/../lib/RT/Interface/Web.pm:335]#012 [/rtdata/share/html/autohandler:53] (/rtdata/sbin/../lib/RT/Interface/Web/Handler.pm:208) > At this point, i'd like to uninstall it and get rid of all the error messages (on the GUI and within the logs). You've not followed my instructions if you have that error. At this point, go click the Reset to Default on that page. > Are there removal instructions anywhere? Delete the plugin. Remove it from your configuration. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Aug 2 14:04:53 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 2 Aug 2013 14:04:53 -0400 Subject: [rt-users] Differentiating while sending notifictions In-Reply-To: <1375428564.4545.186.camel@s-rwysocki> References: <1375272237.4545.162.camel@s-rwysocki> <20130731161047.GF22003@jibsheet.com> <1375348698.4545.175.camel@s-rwysocki> <20130801162129.GB2203@jibsheet.com> <1375428564.4545.186.camel@s-rwysocki> Message-ID: <20130802180453.GP2203@jibsheet.com> On Fri, Aug 02, 2013 at 09:29:24AM +0200, Robert Wysocki wrote: > Few months ago I've implemented something similar - a "role" for traffic > manager. It consists of a per-queue custom field, some local > modifications in Action.pm and custom ScripActions in DB. > I'll probably gonna try to customize it so that we can have the kind of > ScripActions you've mentioned. You could probably do that with subclassing rather than direct modifications, but it sounds like you need some pretty significant changes. > In my opinion it would be great to have a easy-to-use mechanism for > creation of custom roles like 'Requestor' od 'AdminCc'. It sure would, but it's a rather complicated piece of the system and it's very easy to add huge performance bottlenecks. The development version of RT includes significant refactoring to make it easier to add new roles. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From presnypreklad at gmail.com Fri Aug 2 14:11:17 2013 From: presnypreklad at gmail.com (Nathan Cutler) Date: Fri, 2 Aug 2013 20:11:17 +0200 Subject: [rt-users] (RT::Authen::ExternalAuth) "email exists" problem authenticating trough AD In-Reply-To: References: <51EE4719.8030901@2ndquadrant.com>

Message-ID: > It binds because i receive all aditional fields and even creates the user > with those . Yes, it binds, but anonymously. All the information fields are first retrieved that way. Only then does the authentication phase start, when it attempts to bind as the user with the password that the user enters in the login window. > The problem is really focused on authentication step and i can't understand > why :( Yes, so the question is (once again): can you bind *as the user* and *with the user's password* from the command line? From frontcam at me.com Fri Aug 2 14:33:44 2013 From: frontcam at me.com (window camera) Date: Fri, 02 Aug 2013 18:33:44 +0000 (GMT) Subject: [rt-users] Help with SummaryByUsers extension In-Reply-To: <20130802180309.GO2203@jibsheet.com> Message-ID: <5916fbb4-8bd4-4b50-871d-91ae3ab64d46@me.com> <> I wouldn't assume that. But thank you for taking the time to help. Best -Rick? Sent from iCloud On Aug 02, 2013, at 02:03 PM, Kevin Falcone wrote: > On Fri, Aug 02, 2013 at 05:53:51PM +0000, window camera wrote: >> I still get the error : >> Aug 2 13:48:18 rttrack RT: could not find component for path 'SummaryByUser'#012#012Stack:#012 [/rtdata/share/html/Elements/MyRT:95]#012 [/rtdata/share/html/index.html:78]#012 [/rtdata/sbin/../lib/RT/Interface/Web.pm:635]#012 [/rtdata/sbin/../lib/RT/Interface/Web.pm:335]#012 [/rtdata/share/html/autohandler:53] (/rtdata/sbin/../lib/RT/Interface/Web/Handler.pm:208) >> At this point, i'd like to uninstall it and get rid of all the error messages (on the GUI and within the logs). > > You've not followed my instructions if you have that error. > > At this point, go click the Reset to Default on that page. > >> Are there removal instructions anywhere? > > Delete the plugin. > Remove it from your configuration. > > -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Fri Aug 2 15:34:08 2013 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 02 Aug 2013 15:34:08 -0400 Subject: [rt-users] [rt-announce] RT 4.0.17 released Message-ID: <1375472048.13076.4.camel@umgah.localdomain> This release fixes an important regression in the upgrade script included in 4.0.14, 4.0.15, and 4.0.16. Attempting to upgrade from 3.x would skip key upgrade steps. New installs, and sites upgrading from within the 4.0.x series, are unaffected. Affected installations (i.e., who upgraded from 3.x to 4.0.14, 4.0.15, or 4.0.16) should install RT 4.0.17, and then run 'make upgrade-database', specifying versions 3.9.9 through 4.0.0 as the versions to upgrade from and to. This should produce: Going to apply following upgrades: * 4.0.0rc2 * 4.0.0rc4 * 4.0.0rc7 Due to the missed upgrade steps, passwords would work until after the user first logged in, or until etc/upgrade/vulnerable-passwords was run. Affected users may be found by running the following SQL query: SELECT Name FROM Users WHERE Password LIKE '!sha512!%' AND LENGTH(Password) = 40; After completing the upgrade steps mentioned above, passwords for affected users should be restored from backups, the admin UI (assuming an administrator can log in), or (as a last resort) setting them explicitly via: perl -I/opt/rt4/local/lib -I/opt/rt4/lib -MRT=-init \ -e 'my $u = RT::User->new( RT->SystemUser );' \ -e '($u->Load("username"))[0] or die "Failed to load user";' \ -e '$u->SetPassword("new_password");' Adjust the username and password on the last two lines accordingly. You may need to adjust /opt/rt4/local/lib and /opt/rt4/lib on the first line if your RT is not installed into the default location of /opt/rt4 http://download.bestpractical.com/pub/rt/release/rt-4.0.17.tar.gz http://download.bestpractical.com/pub/rt/release/rt-4.0.17.tar.gz.sig SHA1 sums b348fa687001db08198bc2b014a348083108e801 rt-4.0.17.tar.gz edc3848822315a14bc4a272d4d0fae60fe5ced8d rt-4.0.17.tar.gz.sig A complete changelog is available from git by running: git log rt-4.0.16..rt-4.0.17 or visiting https://github.com/bestpractical/rt/compare/rt-4.0.16...rt-4.0.17 _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From brian.s.haupt at ama-inc.com Fri Aug 2 16:06:30 2013 From: brian.s.haupt at ama-inc.com (Brian Haupt) Date: Fri, 2 Aug 2013 20:06:30 +0000 Subject: [rt-users] Multiple $rtname ? Message-ID: <27d02eb151294ca586be7c45f275590b@BL2PR04MB050.namprd04.prod.outlook.com> I am trying to configure the automated email from RT to display the queue name as part of the ticket id. For example assume the queues are HR, Contracts, and Accounting. I want the following email alerts [Contracts # $TicketID] $OriginalSubject [HR # $TicketID] $OriginalSubject [Accounting # $TicketID] $OriginalSubject Is it possible to set multiple $rtname, values in the RT_SiteConfig.pm? If not how can I configure the email as I want them using one RT 4 instance with multiple queues? Thank you, Brian From falcone at bestpractical.com Fri Aug 2 16:11:27 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 2 Aug 2013 16:11:27 -0400 Subject: [rt-users] Multiple $rtname ? In-Reply-To: <27d02eb151294ca586be7c45f275590b@BL2PR04MB050.namprd04.prod.outlook.com> References: <27d02eb151294ca586be7c45f275590b@BL2PR04MB050.namprd04.prod.outlook.com> Message-ID: <20130802201127.GQ2203@jibsheet.com> On Fri, Aug 02, 2013 at 08:06:30PM +0000, Brian Haupt wrote: > I am trying to configure the automated email from RT to display the > queue name as part of the ticket id. For example assume the queues are > HR, Contracts, and Accounting. I want the following email alerts > [Contracts # $TicketID] $OriginalSubject > [HR # $TicketID] $OriginalSubject > [Accounting # $TicketID] $OriginalSubject > Is it possible to set multiple $rtname, values in the RT_SiteConfig.pm? If not how can I configure the email as I want them using one RT 4 instance with multiple queues? Use "Subject Tag" on the Queue Admin page. It'll change it for you and keep track and parse all of it. You get one per Queue, hopefully that's sufficient. If you need more, you can do it, but it's more work. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From brian.s.haupt at ama-inc.com Fri Aug 2 16:24:59 2013 From: brian.s.haupt at ama-inc.com (Brian Haupt) Date: Fri, 2 Aug 2013 20:24:59 +0000 Subject: [rt-users] Multiple $rtname ? In-Reply-To: <20130802201127.GQ2203@jibsheet.com> References: <27d02eb151294ca586be7c45f275590b@BL2PR04MB050.namprd04.prod.outlook.com> <20130802201127.GQ2203@jibsheet.com> Message-ID: Kevin, That did the trick; thank you. Brian -----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, August 02, 2013 4:11 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Multiple $rtname ? On Fri, Aug 02, 2013 at 08:06:30PM +0000, Brian Haupt wrote: > I am trying to configure the automated email from RT to display the > queue name as part of the ticket id. For example assume the queues are > HR, Contracts, and Accounting. I want the following email alerts > [Contracts # $TicketID] $OriginalSubject [HR # $TicketID] > $OriginalSubject [Accounting # $TicketID] $OriginalSubject Is it > possible to set multiple $rtname, values in the RT_SiteConfig.pm? If not how can I configure the email as I want them using one RT 4 instance with multiple queues? Use "Subject Tag" on the Queue Admin page. It'll change it for you and keep track and parse all of it. You get one per Queue, hopefully that's sufficient. If you need more, you can do it, but it's more work. -kevin From kevin.elliott at alaska.gov Fri Aug 2 18:41:38 2013 From: kevin.elliott at alaska.gov (Elliott, Kevin C (DOR)) Date: Fri, 02 Aug 2013 22:41:38 +0000 Subject: [rt-users] "Bad name after cn'" when using LDAPImport Message-ID: <1BCBBD850909C148B389F50256796E350D86E800@SOAJNUEXMB3.soa.alaska.gov> I'm using Request Tracker 4.0.7 with LDAPImport 0.34 and Authen::ExternalAuth 10-4. I already have user creation and attribute mapping configured with ExternalAuth. I'm primarily interested in using LDAPImport to populate a half dozen or so Public Groups in Request Tracker with users from Active Directory. The idea is that separate divisions can just add their staff to that Active Directory group and when LDAPImport runs they'll be granted the appropriate rights to manage their division's queue in Request Tracker. I'm pulling from an Active Directory LDAP implementation at a functional level of Windows Server 2008. When I do a test run (/usr/local/share/request-tracker4/plugins/RT-Extension-LDAPImport/bin/rtldapimport --debug > ldapimport.debug 2>&1) I get the following: Couldn't load RT config file RT_SiteConfig.pm: Bad name after cn' at /etc/request-tracker4/RT_SiteConfig.pm line 91. Compilation failed in require at /usr/share/request-tracker4/lib/RT/Config.pm line 905. BEGIN failed--compilation aborted at ./rtldapimport line 26. That corresponds with this line of my RT_SiteConfig.pm: Set($LDAPGroupMapping, { Name => 'cn', I've configured LDAPImport as follows: ## LDAP Import ## Set($LDAPHost, 'ldaps://dc.alaska.gov'); Set($LDAPUser, 'CN=dor-requesttracker,OU=Security Groups and Accounts,OU=IT,OU=Divisions,OU=DOR,OU=State Departments,DC=alaska,DC=gov'); Set($LDAPPassword ,'Password); Set($LDAPBase, 'ou=DOR,ou=State Departments,dc=alaska,dc=gov'); Set($LDAPGroupBase, 'OU=Security Groups and Accounts,OU=IT,OU=Divisions,OU=DOR,OU=State Departments,DC=alaska,DC=gov'); Set($LDAPGroupFilter, '(|(CN=dor-rt-admins)(CN=dor-rt-staff)); Set($LDAPGroupMapping, { Name => 'cn', Member_Attr => 'member', Member_Attr_Value => 'sAMAccountName', Description => 'description'}); Set($LDAPSizeLimit, 1000); I feel like I'm missing something real simple here. Can someone lend another set of eyes to this problem? Thanks! --- Kevin Elliott Networking Specialist II Alaska Department of Revenue, ASD-IT (907) 465-2314 -------------- next part -------------- An HTML attachment was scrubbed... URL: From arunragini at gmail.com Sat Aug 3 18:08:13 2013 From: arunragini at gmail.com (Arun ragini) Date: Sun, 4 Aug 2013 03:38:13 +0530 Subject: [rt-users] Login issues Message-ID: Hi All, RT 4.0.16 ia acting up and it is resetting password after login. I tried changing the password the sql query but once I login it reset the password and I can not login into the system any help will help us resolve this issue. Thanks for your help Arun -- www.opensourcer.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Sun Aug 4 00:42:33 2013 From: alexmv at bestpractical.com (Alex Vandiver) Date: Sun, 04 Aug 2013 00:42:33 -0400 Subject: [rt-users] Login issues In-Reply-To: References: Message-ID: <1375591353.13130.1.camel@umgah.localdomain> On Sun, 2013-08-04 at 03:38 +0530, Arun ragini wrote: > RT 4.0.16 ia acting up and it is resetting password after login. If you upgraded from RT 3.x to RT 4.0.16, please see the release notes for RT 4.0.17: http://blog.bestpractical.com/2013/08/rt-4017-released.html - Alex From chrisherrmann7 at gmail.com Sun Aug 4 23:51:59 2013 From: chrisherrmann7 at gmail.com (Chris Herrmann) Date: Mon, 5 Aug 2013 13:51:59 +1000 Subject: [rt-users] One particular ticket crashes RT 3.8.7 Message-ID: Hi guys, at this stage I'm just hoping to find out where to look, to get more information. Scenario is: - Viewing or comment / replying on a specific ticket causes the page to fail. Other tickets are fine. - Viewing the same ticket via the mobile interface is OK - Emailing the ticket wtih updated comments is OK - I haven't tried CLI yet so can't comment - Upgrading RT isn't an option right now - It isn't consistent - it doesn't always fail. Fail rate appears to be around 9/10 times The only logs of note that I can find are: apache vhost access_log - just shows me that the page got hit e.g. /Ticket/Update.html?Action=Comment&id=106648 /Ticket/Display.html?id=106648 apache vhost error_log - empty apache default error log - has: [Mon Aug 05 12:58:24 2013] [notice] child pid 7013 exit signal Segmentation faul these correspond to when i try to view this specific ticket. Based upon some list emails I saw kicking around last week I've added: Set($LogToSyslog , 'debug'); Set($LogToScreen , 'error'); Set($LogToFile , undef); Set($LogDir, '/var/log/rt3'); Set($LogToFileNamed , "rt3.log"); #log to rt.log to RT_SiteConfig.pm but... there's nothing logging to /var/log/rt3 /var/log/debug contains: Aug 5 13:45:59 sirius RT: We found a merged ticket.106966/106648 Aug 5 13:45:59 sirius RT: We found a merged ticket.106969/106648 Aug 5 13:46:02 sirius RT: We found a merged ticket.106966/106648 Aug 5 13:46:02 sirius RT: last message repeated 35 times Aug 5 13:46:02 sirius RT: We found a merged ticket.106969/106648 Aug 5 13:46:02 sirius RT: last message repeated 44 times Aug 5 13:46:02 sirius RT: We found a merged ticket.106966/106648 Aug 5 13:46:02 sirius RT: We found a merged ticket.106969/106648 Aug 5 13:46:02 sirius RT: last message repeated 11 times Aug 5 13:46:02 sirius RT: We found a merged ticket.106966/106648 /var/log/syslog (ditto) /var/log/user.log even more of it... Aug 5 13:46:02 sirius RT: We found a merged ticket.106966/106648 Aug 5 13:46:21 sirius RT: last message repeated 42 times Other notes: - hitting the page chews a lot of CPU for a long time before finally dieing - the ticket is large (a lot of text) but it's by no means the largest ticket we have by an order of magnitude. These other larger tickets are fine... Help! Not sure where I should be looking... Thanks! Regards, Chris -------------- next part -------------- An HTML attachment was scrubbed... URL: From presnypreklad at gmail.com Mon Aug 5 03:53:03 2013 From: presnypreklad at gmail.com (Nathan Cutler) Date: Mon, 5 Aug 2013 09:53:03 +0200 Subject: [rt-users] "Bad name after cn'" when using LDAPImport In-Reply-To: <1BCBBD850909C148B389F50256796E350D86E800@SOAJNUEXMB3.soa.alaska.gov> References: <1BCBBD850909C148B389F50256796E350D86E800@SOAJNUEXMB3.soa.alaska.gov> Message-ID: > That corresponds with this line of my RT_SiteConfig.pm: Look one line above that -- you appear to be missing a closing apostrophe. > Set($LDAPGroupFilter, '(|(CN=dor-rt-admins)(CN=dor-rt-staff)); This is the offending line. From sszretter at hotmail.com Mon Aug 5 06:48:50 2013 From: sszretter at hotmail.com (SSzretter) Date: Mon, 5 Aug 2013 06:48:50 -0400 Subject: [rt-users] dashboard reminders in RT4? In-Reply-To: References: <20130801162206.GC2203@jibsheet.com> Message-ID: Thank you, yes, I did skip that. I have now added it, and can see in my syslog, that it looks like it's running rt-email-dashboards. However, I am still not seeing any emails. No error messages in syslog around that entry, but no emails either. Any suggestion on where to look to debug (log, or )? On Thu, Aug 1, 2013 at 12:22 PM, Kevin Falcone wrote: > On Thu, Aug 01, 2013 at 08:26:38AM -0400, SSzretter wrote: >> I have set up a couple dashboards, which look good and also set a m-f >> 8am reminder with an email address in each. The email did not go >> out this morning, so I am trying to figure out why. >> >> Generally, emails go out for tickets and the system checks mail and >> pulls it in regularly, so I am assuming there is some kind of >> rt-crontool going on (or similar). I did not specifically set that >> up, but it's working. >> >> SO, there must be something additional that I have to do to actually >> have my dashboard reminders go out every day, what should I look at? > > You probably skipped step #9 in the install: > http://bestpractical.com/docs/rt/latest/README.html > > -kevin -- Garden From jgreen at hdms.com Mon Aug 5 09:27:33 2013 From: jgreen at hdms.com (Green, Jesse) Date: Mon, 5 Aug 2013 13:27:33 +0000 Subject: [rt-users] Scripting ticket creation with fields containing non-alphanumeric characters. Message-ID: <14309726.71709.1375709254513.JavaMail.root@securemail.hdms.com> I'm very new to RT and am trying to write a python script to create a ticket in my RT database. The crux of my problem lies in non-alphanumeric characters. Submitting the ticket works fine with all the fields that have only alphanumeric characters, but I have some fields with non-alphanumeric characters and those submissions return to me "Error 409 Syntax Error". I am using python-rtkit to work with REST from my script. To try and solve this problem I have corresponded with the person who maintains python-rtkit to make sure that it wasn't a bug in python-rtkit or my misuse of the module (https://github.com/z4r/python-rtkit/issues/31 , you can find a copy of my script in this thread for reference). The conclusion reached at the end of that discussion was that I would need to upgrade my install of RT from its current version of 3.6.6 to 4.x. However I have discovered from my superior (who is in charge of our install of RT) that that isn't an option. After I tried that I tried to poke around and find some documentation on Error 409 but was unable to find any documentation of RT's errors anywhere but WAS able to find a correspondence for a similar issue (http://www.gossamer-threads.com/lists/rt/users/95179?search_string=REST%20syntax;#95179) unfortunately it is for a different version of RT (3.8.x) and the suggested fix involved a line in REST.pm that doesn't exist in my install of RT. Which brings me to posting in this mailing list. I'm wondering if there's a fix similar to the other one posted in the mailing list (see second link in this post) for RT3.6.6 that I can use to enable the creation of tickets via an external script without having to upgrade RT or remove those special characters I'm using RTv3.6.6 and the server is on Red Hat 4.1.2-54 and Apache 2.2.3. If you need any additional details, please ask. - The information contained in this message is privileged and confidential. It is intended only for the recipient or entity listed above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this message is strictly prohibited. If you have received this message in error, please notify the sender immediately by replying to the message and promptly deleting it from your computer. NOTICE TO RECIPIENT(S) OF INFORMATION: Information disclosed to you pertaining to certain conditions, such as treatment for alcohol or drug abuse, HIV/AIDS and other sexually transmitted diseases, behavioral health, and genetic marker information is protected by various federal and state laws which prohibit any further disclosure of this information by you without the express written consent of the person to whom it pertains or as otherwise permitted by such laws. Any unauthorized further disclosure in violation of state or federal law may result in a fine or jail sentence or both. A general authorization for the release of medical or other information is NOT sufficient consent for release of these types of information. The federal rule at 42 CFR Part 2 restricts use of the information disclosed to criminally investigate or prosecute any alcohol or drug abuse patient. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Aug 5 10:25:17 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 5 Aug 2013 10:25:17 -0400 Subject: [rt-users] dashboard reminders in RT4? In-Reply-To: References: <20130801162206.GC2203@jibsheet.com> Message-ID: <20130805142517.GR2203@jibsheet.com> On Mon, Aug 05, 2013 at 06:48:50AM -0400, SSzretter wrote: > On Thu, Aug 1, 2013 at 12:22 PM, Kevin Falcone > wrote: > > On Thu, Aug 01, 2013 at 08:26:38AM -0400, SSzretter wrote: > >> I have set up a couple dashboards, which look good and also set a m-f > >> 8am reminder with an email address in each. The email did not go > >> out this morning, so I am trying to figure out why. > >> > >> Generally, emails go out for tickets and the system checks mail and > >> pulls it in regularly, so I am assuming there is some kind of > >> rt-crontool going on (or similar). I did not specifically set that > >> up, but it's working. > >> > >> SO, there must be something additional that I have to do to actually > >> have my dashboard reminders go out every day, what should I look at? > > > > You probably skipped step #9 in the install: > > http://bestpractical.com/docs/rt/latest/README.html > > Thank you, yes, I did skip that. I have now added it, and can see > in my syslog, that it looks like it's running rt-email-dashboards. > However, I am still not seeing any emails. No error messages in > syslog around that entry, but no emails either. Any suggestion on > where to look to debug (log, or )? The command you set up has several documented arguments to be used for testing and debugging: http://bestpractical.com/docs/rt/latest/rt-email-dashboards.html -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Aug 5 11:11:08 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 5 Aug 2013 11:11:08 -0400 Subject: [rt-users] Scripting ticket creation with fields containing non-alphanumeric characters. In-Reply-To: <14309726.71709.1375709254513.JavaMail.root@securemail.hdms.com> References: <14309726.71709.1375709254513.JavaMail.root@securemail.hdms.com> Message-ID: <20130805151108.GS2203@jibsheet.com> On Mon, Aug 05, 2013 at 01:27:33PM +0000, Green, Jesse wrote: > I'm very new to RT and am trying to write a python script to create a ticket in my RT > database. The crux of my problem lies in non-alphanumeric characters. Submitting the ticket > works fine with all the fields that have only alphanumeric characters, but I have some fields > with non-alphanumeric characters and those submissions return to me "Error 409 Syntax Error". > > I am using python-rtkit to work with REST from my script. To try and solve this problem I > have corresponded with the person who maintains python-rtkit to make sure that it wasn't a bug > in python-rtkit or my misuse of the module ([1]https://github.com/z4r/python-rtkit/issues/31 , > you can find a copy of my script in this thread for reference). The conclusion reached at the > end of that discussion was that I would need to upgrade my install of RT from its current > version of 3.6.6 to 4.x. However I have discovered from my superior (who is in charge of our > install of RT) that that isn't an option. > > After I tried that I tried to poke around and find some documentation on Error 409 but was > unable to find any documentation of RT's errors anywhere but WAS able to find a > correspondence for a similar issue > ([2]http://www.gossamer-threads.com/lists/rt/users/95179?search_string=REST%20syntax;#95179) > unfortunately it is for a different version of RT (3.8.x) and the suggested fix involved a > line in REST.pm that doesn't exist in my install of RT. Which brings me to posting in this > mailing list. > > I'm wondering if there's a fix similar to the other one posted in the mailing list (see second > link in this post) for RT3.6.6 that I can use to enable the creation of tickets via an > external script without having to upgrade RT or remove those special characters 3.6.6 is more than 5 years old and has actually been End of Lifed for nearly 2 years now: http://blog.bestpractical.com/2011/09/rt-36-end-of-life-reminder.html You may want to talk to your supervisor again. There are a number of security issues in that release. The code you're running into was refactored before 3.8.0 was released, so any patch that was later applied to 3.8 or 4.0 to fix problems with the Custom Field parsing will be annoying to backport. As a result, I cannot just point you to a commit in git and tell you to apply it, someone would have to develop and backport a branch. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Aug 5 11:32:15 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 5 Aug 2013 11:32:15 -0400 Subject: [rt-users] One particular ticket crashes RT 3.8.7 In-Reply-To: References: Message-ID: <20130805153215.GT2203@jibsheet.com> On Mon, Aug 05, 2013 at 01:51:59PM +1000, Chris Herrmann wrote: > [Mon Aug 05 12:58:24 2013] [notice] child pid 7013 exit signal Segmentation faul > Set($LogToFile , undef); > Set($LogDir, '/var/log/rt3'); > Set($LogToFileNamed , "rt3.log"); #log to rt.log > > to RT_SiteConfig.pm > but... there's nothing logging to /var/log/rt3 There's nothing in /var/log/rt3 because you told RT not to log anything to the file. You should touch /var/log/rt3/rt3.log and make sure your webserver can write to it and then change $LogToFile to the log level you want - however, you do seem to be getting debugging logs to syslog so you may not need it (logging the same debug log to multiple places just slows RT down). > /var/log/debug contains: > Aug 5 13:45:59 sirius RT: We found a merged ticket.106966/106648 > Aug 5 13:45:59 sirius RT: We found a merged ticket.106969/106648 How many Tickets in your database have an EffectiveId of 106648? There's some performance improvements around merged tickets in 3.8.8. Usually when folks complain of crashing on old 3.8 tickets with lots of text, it's a bug in Text::Quoted or a bug in Perl. Those are both hard to fix without upgrades though. You would need a lot more information to show us what broke though. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From kevin.elliott at alaska.gov Mon Aug 5 13:26:26 2013 From: kevin.elliott at alaska.gov (Elliott, Kevin C (DOR)) Date: Mon, 05 Aug 2013 17:26:26 +0000 Subject: [rt-users] "Bad name after cn'" when using LDAPImport In-Reply-To: References: <1BCBBD850909C148B389F50256796E350D86E800@SOAJNUEXMB3.soa.alaska.gov> Message-ID: <1BCBBD850909C148B389F50256796E350D86EEB4@SOAJNUEXMB3.soa.alaska.gov> That was indeed the failing line. Thank you. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Nathan Cutler > Sent: Sunday, August 04, 2013 11:53 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] "Bad name after cn'" when using LDAPImport > > > That corresponds with this line of my RT_SiteConfig.pm: > > Look one line above that -- you appear to be missing a closing apostrophe. > > > Set($LDAPGroupFilter, '(|(CN=dor-rt-admins)(CN=dor-rt-staff)); > > This is the offending line. From kevin.elliott at alaska.gov Mon Aug 5 13:45:58 2013 From: kevin.elliott at alaska.gov (Elliott, Kevin C (DOR)) Date: Mon, 05 Aug 2013 17:45:58 +0000 Subject: [rt-users] LDAPImport succeds with user LDAP bind but fails with group Message-ID: <1BCBBD850909C148B389F50256796E350D86EED3@SOAJNUEXMB3.soa.alaska.gov> Continuing onwards with my attempt to pull groups and their members from Active Directory into Request Tracker I've made some progress. However, I'm currently stymied - LDAPImport will successfully connect and search for users but when re-using the LDAP connection it fails to connect for the group search. Here's the debugging information from an rtldapimport run: Running test import, no data will be changed Rerun command with --import to perform the import Rerun command with --debug for more information connecting to ldap://domaincontroller.alaska.gov binding as CN=dor-requesttracker,OU=Security Groups and Accounts,OU=IT,OU=Divisions,OU=DOR,OU=State Departments,DC=soa,DC=alaska,DC=gov searching with: base => 'OU=Security Groups and Accounts,OU=IT,OU=Divisions,OU=DOR,OU=State Departments,DC=soa,DC=alaska,DC=gov' control => 'Net::LDAP::Control::Paged=HASH(0x524cd80)' filter => '(&(cn = users))' search found 0 objects No results found, no import Testing group import searching with: base => 'OU=Security Groups and Accounts,OU=IT,OU=Divisions,OU=DOR,OU=State Departments,DC=soa,DC=alaska,DC=gov' control => 'Net::LDAP::Control::Paged=HASH(0x86973b8)' filter => '(|(CN=dor-requesttracker-admins)(CN=dor-asd-rt-staff))' [Mon Aug 5 17:10:47 2013] [error]: LDAP search failed Can't contact LDAP server (/usr/local/share/request-tracker4/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:1237) LDAP search failed Can't contact LDAP server search found 0 objects No results found, no group import Finished test Looking at the perl for LDAPImport.pm shows me that the _run_search method is generating the "LDAP search failed" part of the debugging output. I'm assuming this means that Net::LDAP is generating the "Can't contact LDAP server" from $result->code. I feel this hypothesis is further supported by the fact that a 'grep "contact" LDAPImport.pm' turn up nothing. It looks like Net:LDAP just gets the base and filter and off it goes. I've confirmed that my filter works with ldapsearch. I there something different I need to do get a successful LDAP bind when looking performing the group import? --- Kevin Elliott Networking Specialist II Alaska Department of Revenue, ASD-IT (907) 465-2314 -------------- next part -------------- An HTML attachment was scrubbed... URL: From presnypreklad at gmail.com Mon Aug 5 14:20:17 2013 From: presnypreklad at gmail.com (Nathan Cutler) Date: Mon, 5 Aug 2013 20:20:17 +0200 Subject: [rt-users] LDAPImport succeds with user LDAP bind but fails with group In-Reply-To: <1BCBBD850909C148B389F50256796E350D86EED3@SOAJNUEXMB3.soa.alaska.gov> References: <1BCBBD850909C148B389F50256796E350D86EED3@SOAJNUEXMB3.soa.alaska.gov> Message-ID: Hi Kevin, > I?ve confirmed > that my filter works with ldapsearch. Can you send the working ldapsearch command? Seems suspicious to me that the initial search for the user comes up empty. From falcone at bestpractical.com Mon Aug 5 14:26:51 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 5 Aug 2013 14:26:51 -0400 Subject: [rt-users] LDAPImport succeds with user LDAP bind but fails with group In-Reply-To: <1BCBBD850909C148B389F50256796E350D86EED3@SOAJNUEXMB3.soa.alaska.gov> References: <1BCBBD850909C148B389F50256796E350D86EED3@SOAJNUEXMB3.soa.alaska.gov> Message-ID: <20130805182651.GA43429@jibsheet.com> On Mon, Aug 05, 2013 at 05:45:58PM +0000, Elliott, Kevin C (DOR) wrote: > [Mon Aug 5 17:10:47 2013] [error]: LDAP search failed Can't contact LDAP server > (/usr/local/share/request-tracker4/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:1237) > > LDAP search failed Can't contact LDAP server > > Looking at the perl for LDAPImport.pm shows me that the _run_search method is generating the > "LDAP search failed" part of the debugging output. I'm assuming this means that Net::LDAP is > generating the "Can't contact LDAP server" from $result->code. I feel this hypothesis is > further supported by the fact that a `grep "contact" LDAPImport.pm' turn up nothing. It looks > like Net:LDAP just gets the base and filter and off it goes. I've confirmed that my filter > works with ldapsearch. Correct - those errors come from Net::LDAP->error(). What do the logs on your LDAP server say? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Aug 5 15:33:22 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 5 Aug 2013 15:33:22 -0400 Subject: [rt-users] [rt-announce] RT for Incident Response 3.0.0 Released Message-ID: <20130805193322.GB43429@jibsheet.com> RT for Incident Response 3.0.0 is now available. Learn more about using RT for Incident Response http://www.bestpractical.com/rtir/ http://download.bestpractical.com/pub/rt/release/RT-IR-3.0.0.tar.gz http://download.bestpractical.com/pub/rt/release/RT-IR-3.0.0.tar.gz.asc SHA1 sums 6cc4797b185530bb050eefb68c1e15900714a8e9 RT-IR-3.0.0.tar.gz 5f1bd4bfd353956f2a714428773d373c1af7a1b1 RT-IR-3.0.0.tar.gz.asc RTIR 3.0 is fully compatible with the RT 4.0 series. It takes advantage of many new native RT features to remove complexity and ease future development. RTIR now uses RT's built-in IP Custom Field support, providing IPv6 support as well as IPv4. It can leverage RT's full text indexing support for faster searching of tickets. It also picks up many other new RT 4.0 features such as email history folding, autocompletion of email addresses, an online theme editor and continued support for PGP encryption/decryption of emails. You can read more about RT 4 features here: http://bestpractical.com/rt/whats-new-in-4.html RTIR now allows you to link Reports, Investigations and Blocks to multiple incidents and to require an Incident while creating a Report, Investigation or Block. This is controlled by the new %RTIR_IncidentChildren configuration option. By default, it retains compatibility with the RTIR workflow available in 2.4 and 2.6. As a result of this change, RTIR now provides greater flexibility for choosing an Incident during creation or linking. RTIR no longer ships an internal SLA implementation. RT::Extension::SLA is more flexible and supports more options. RTIR now allows greater editing of the searches displayed during Incident reply or during linking/splitting actions. A user can pull in resolved tickets or limit to a certain subset of the linked tickets. This RTIR release requires RT 4.0.14, but we recommend installing the latest RT release available (4.0.17 at this time) as it repairs a few regressions in the upgrade path. If you are already running 3.0.0rc1, this release contains a database upgrade. If you are still running on 2.4 or 2.6 but have been testing upgrades, it includes a number of updates to the upgrade process that should improve performance. Please review all of the documentation in docs/UPGRADING and corresponding docs/UPGRADING-* files relevant to your current RTIR version. You may also review the upgrading documentation at http://www.bestpractical.com/docs/rtir/3.0/ With the release of RTIR 3.0.0, the RTIR 2 series has officially entered maintenance mode. For more details about this and future RTIR release scheduling, we have published a blog post: http://blog.bestpractical.com/2013/07/rtir-release-scheduling.html A complete changelog is available from git by running: git log 2.6.1..3.0.0 or visiting https://github.com/bestpractical/rtir/compare/2.6.1...3.0.0 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From frontcam at me.com Mon Aug 5 16:20:20 2013 From: frontcam at me.com (window camera) Date: Mon, 05 Aug 2013 20:20:20 +0000 (GMT) Subject: [rt-users] custom fields on dashboard for new tickets? Message-ID: <76609f02-f16a-4d05-938d-2985e5ecc11a@me.com> Hi All Could someone point me in the right direction of how we would go about creating bullets and other custom fields for the front dashboard that is used by customer who create tickets? We'd like to create bullets and fields (that are mandatory to choose at least one), for say , etc., to have the user click on when they create a ticket, and that info would be sent to the owner of the ticket so they could work on it. Thank you for any help you can provide in doing this! -Rick? -------------- next part -------------- An HTML attachment was scrubbed... URL: From chrisherrmann7 at gmail.com Mon Aug 5 20:14:32 2013 From: chrisherrmann7 at gmail.com (Chris Herrmann) Date: Tue, 6 Aug 2013 10:14:32 +1000 Subject: [rt-users] rt-users Digest, Vol 113, Issue 9 In-Reply-To: References: Message-ID: Hi Kevin, Thanks for that, yes I'm a bit blonde undef would not log. I've changed that to 'error' now. OK, there's 3 tickets with that effectiveID; there are 91 transactions that relate to those three ticket IDs. OK i've just tried the cli, and show ticket/106648/history works OK... and the www interface is working OK right now too for that ticket. Hmm... What kind of information do I need to dig out for you? Sorry a bit vague I know, I'm just not sure where to look for the information that's going to give a clue about what broke! so the logs when it does work look the same as when it fails: Aug 6 09:53:02 sirius RT: We found a merged ticket.106966/106648 Aug 6 09:53:02 sirius RT: last message repeated 2 times Aug 6 09:53:02 sirius RT: We found a merged ticket.106969/106648 Aug 6 09:53:02 sirius RT: last message repeated 2 times Aug 6 09:53:02 sirius RT: We found a merged ticket.106966/106648 Aug 6 09:53:02 sirius RT: We found a merged ticket.106969/106648 Aug 6 09:53:02 sirius RT: We found a merged ticket.106966/106648 Aug 6 09:53:02 sirius RT: We found a merged ticket.106969/106648 Aug 6 09:53:02 sirius RT: We found a merged ticket.106966/106648 Aug 6 09:53:02 sirius RT: We found a merged ticket.106969/106648 Aug 6 09:53:02 sirius RT: We found a merged ticket.106966/106648 Aug 6 09:53:02 sirius RT: We found a merged ticket.106969/106648 Aug 6 09:53:02 sirius RT: We found a merged ticket.106966/106648 Aug 6 09:53:02 sirius RT: We found a merged ticket.106969/106648 Aug 6 09:53:02 sirius RT: We found a merged ticket.106966/106648 Aug 6 09:53:02 sirius RT: We found a merged ticket.106969/106648 Aug 6 09:53:12 sirius RT: We found a merged ticket.106966/106648 Aug 6 09:53:12 sirius RT: last message repeated 35 times Aug 6 09:53:12 sirius RT: We found a merged ticket.106969/106648 Aug 6 09:53:12 sirius RT: last message repeated 44 times Aug 6 09:53:12 sirius RT: We found a merged ticket.106966/106648 Aug 6 09:53:12 sirius RT: We found a merged ticket.106969/106648 Aug 6 09:53:12 sirius RT: last message repeated 11 times Aug 6 09:53:12 sirius RT: We found a merged ticket.106966/106648 If I comment right now I get in /var/log/user.log: Aug 6 09:55:07 sirius RT: About to think about scrips for transaction #971499 Aug 6 09:55:07 sirius RT: About to prepare scrips for transaction #971499 Aug 6 09:55:07 sirius RT: Found 7 scrips for TransactionCreate stage with applicable type(s) Comment Aug 6 09:55:07 sirius RT: About to commit scrips for transaction #971499 Aug 6 09:55:07 sirius RT: Committing scrip #7 on txn #971499 of ticket #106648 Aug 6 09:55:07 sirius RT: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x7f5fbc933c10), id 971499 Aug 6 09:55:07 sirius RT: Working on mailfield To; recipients are Aug 6 09:55:07 sirius RT: Subject: [myRT #106648] [Comment] B/F - Broken site#012From: "Chris Herrmann via RT" #012Reply-To: helpdesk-comment at sirius#012In-Reply-To: #012References: #012 #012Message-ID: #012Precedence: bulk#012X-RT-Loop-Prevention: myRT#012RT-Ticket: myRT #106648#012Managed-BY: RT 3.8.7 ( http://www.bestpractical.com/rt/)#012RT-Originator: chris at local#012MIME-Version: 1.0#012Content-Transfer-Encoding: 8bit#012Content-Type: text/plain; charset="utf-8"#012X-RT-Original-Encoding: utf-8 Aug 6 09:55:07 sirius RT: Removing deferred recipients from To: line Aug 6 09:55:07 sirius RT: Setting deferred recipients for attribute creation Aug 6 09:55:07 sirius RT: Working on mailfield Cc; recipients are (and more like this - truncating in the interests of brevity - let me know if you want a full dump but it looks like it's just iterating over several scrips determining who it needs to notify based upon the transaction). Aug 6 09:55:08 sirius RT: Committing scrip #26 on txn #971499 of ticket #106648 Aug 6 09:55:08 sirius RT: Committing scrip #29 on txn #971499 of ticket #106648 Aug 6 09:55:08 sirius RT: Found 0 scrips for TransactionBatch stage with applicable type(s) Comment Aug 6 09:55:09 sirius RT: We found a merged ticket.106966/106648 Let me know where else I should go digging, or more general info that I can / should provide you on our setup. Thanks again! Chris -------------- next part -------------- An HTML attachment was scrubbed... URL: From kevin.elliott at alaska.gov Mon Aug 5 20:37:08 2013 From: kevin.elliott at alaska.gov (Elliott, Kevin C (DOR)) Date: Tue, 06 Aug 2013 00:37:08 +0000 Subject: [rt-users] LDAPImport succeds with user LDAP bind but fails with group Message-ID: <1BCBBD850909C148B389F50256796E350D86F060@SOAJNUEXMB3.soa.alaska.gov> Ah! That's it. I forgot to change and test the filter ($LDAPFilter) used for the User import - not enough coffee this morning, I guess. The example used in the documentation is not applicable to Active Directory. Changing it from '(&(cn = users))' to '(&(objectclass=person)(!(objectclass=computer)))' allowed the User import to run successfully followed by the Group Import. Thanks all! > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Nathan Cutler > Sent: Monday, August 05, 2013 10:20 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] LDAPImport succeds with user LDAP bind but fails with > group > > Hi Kevin, > > > I?ve confirmed > > that my filter works with ldapsearch. > > Can you send the working ldapsearch command? Seems suspicious to me > that the initial search for the user comes up empty. From chrisherrmann7 at gmail.com Tue Aug 6 07:04:25 2013 From: chrisherrmann7 at gmail.com (Chris Herrmann) Date: Tue, 6 Aug 2013 21:04:25 +1000 Subject: [rt-users] nginx / varnish / apache with RT? Message-ID: Hi all, i've been playing with an NVA setup for some lamp sites (Joomla) and the scaling is looking pretty amazing... still early days but initial results look very promising. anyway, it got me thinking to whether varnish would work with RT. I'm familiar enough with it to understand the generic accelerator principle ... but I don't see how it would work with generated content - because of RT handles sessions / authentication / etc. Or is it smart enough to know that if I visit the same ticket twice in a row and the ticket hasn't changed, to give me cached content? I've tried searching for "perl varnish" and "request tracker varnish" type pages but have only found one archive thread http://www.gossamer-threads.com/lists/rt/users/72455 which appears inconclusive - does it actually make a noticeable difference or not? Internally we're using a squid proxy, and we have a small number of users, so not sure that the static page elements being handled by varnish or nginx would offer a huge advantage? anyway keen to hear people's experiences or other thoughts on accelerating RT... Cheers, Chris -------------- next part -------------- An HTML attachment was scrubbed... URL: From rainer at ultra-secure.de Tue Aug 6 08:22:45 2013 From: rainer at ultra-secure.de (Rainer Duffner) Date: Tue, 6 Aug 2013 14:22:45 +0200 Subject: [rt-users] nginx / varnish / apache with RT? In-Reply-To: References: Message-ID: <20130806142245.085e518e@suse3> Am Tue, 6 Aug 2013 21:04:25 +1000 schrieb Chris Herrmann : > Hi all, > > i've been playing with an NVA setup for some lamp sites (Joomla) and > the scaling is looking pretty amazing... still early days but initial > results look very promising. > > anyway, it got me thinking to whether varnish would work with RT. I'm > familiar enough with it to understand the generic accelerator > principle ... but I don't see how it would work with generated > content - because of RT handles sessions / authentication / etc. Or > is it smart enough to know that if I visit the same ticket twice in a > row and the ticket hasn't changed, to give me cached content? > > I've tried searching for "perl varnish" and "request tracker varnish" > type pages but have only found one archive thread > http://www.gossamer-threads.com/lists/rt/users/72455 which appears > inconclusive - does it actually make a noticeable difference or not? > Internally we're using a squid proxy, and we have a small number of > users, so not sure that the static page elements being handled by > varnish or nginx would offer a huge advantage? anyway keen to hear > people's experiences or other thoughts on accelerating RT... I have no experience running RT with NGNIX (only installed it as proof-of-concept once), but from what I can remember, it's serving all the static files directly (if you follow the documentation, you don't even need Apache anymore) and maybe also cached data. I sincerely doubt you'd hit a scalabilty-wall in NGINX before running out of CPU for the spawn-fcgi perl processes. Adding varnish to the mix looks to me like a wasted effort (if you serve RT over SSL, you'd need NGINX in front of it, again, because varnish does not do SSL at all). From ktm at rice.edu Tue Aug 6 08:53:47 2013 From: ktm at rice.edu (ktm at rice.edu) Date: Tue, 6 Aug 2013 07:53:47 -0500 Subject: [rt-users] nginx / varnish / apache with RT? In-Reply-To: References: Message-ID: <20130806125347.GU3001@aart.rice.edu> On Tue, Aug 06, 2013 at 09:04:25PM +1000, Chris Herrmann wrote: > Hi all, > > i've been playing with an NVA setup for some lamp sites (Joomla) and the > scaling is looking pretty amazing... still early days but initial results > look very promising. > > anyway, it got me thinking to whether varnish would work with RT. I'm > familiar enough with it to understand the generic accelerator principle ... > but I don't see how it would work with generated content - because of RT > handles sessions / authentication / etc. Or is it smart enough to know that > if I visit the same ticket twice in a row and the ticket hasn't changed, to > give me cached content? > > I've tried searching for "perl varnish" and "request tracker varnish" type > pages but have only found one archive thread > http://www.gossamer-threads.com/lists/rt/users/72455 which appears > inconclusive - does it actually make a noticeable difference or not? > Internally we're using a squid proxy, and we have a small number of users, > so not sure that the static page elements being handled by varnish or nginx > would offer a huge advantage? anyway keen to hear people's experiences or > other thoughts on accelerating RT... > > Cheers, > > Chris Hi Chris, We have tried nginx/fastCGI both with and without nginx caching the static content. The biggest win was just moving from Apache/mod_perl to the nginx/ fastCGI. It made RT much more scalable and allowed us to manage its resource allocation better. I do not think that varnish would do anything except add complexity to the setup. Regards, Ken From chrilde at gmail.com Tue Aug 6 09:21:12 2013 From: chrilde at gmail.com (Chrilly Cheng) Date: Tue, 6 Aug 2013 21:21:12 +0800 Subject: [rt-users] [4.0.7][Debian]Quick search in homepage doesn't show ticket amount Message-ID: Hi All, I encountered this issue when i was trying to setup RT on a new server. I've created a Lifecycle in RT_SiteConfig.pm file: Set(%Lifecycles, cyclename => { ....... }, ); All queues i created are using this lifecycle, even the default queue. But after i configured and tested ticket lifecycle, i found out Quick search component shows none ticket amount of all those queues. I tried to creat a new queue with approvals lifecycle, the ticket amount of all status do show. Then i tried to clear the mason data, replaced those Quicksearch, QueueSummaryByLifecycle QueueSummaryByStatus files in /usr/share/request-tracker4/html/Elements, it turned out to make no sense at all. I'm so frustrated on this, somebody please help. Any comments or ideas would be great appreciated. Thanks all. -- *Br* *Vodar* *It's not where you start -- it's where you finish that count.* -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Aug 6 10:57:37 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 6 Aug 2013 10:57:37 -0400 Subject: [rt-users] [4.0.7][Debian]Quick search in homepage doesn't show ticket amount In-Reply-To: References: Message-ID: <20130806145737.GC43429@jibsheet.com> On Tue, Aug 06, 2013 at 09:21:12PM +0800, Chrilly Cheng wrote: > Hi All, > I encountered this issue when i was trying to setup RT on a new server. > I've created a Lifecycle in RT_SiteConfig.pm file: > Set(%Lifecycles, > cyclename => { > ....... > }, > ); > All queues i created are using this lifecycle, even the default queue. But after i configured > and tested ticket lifecycle, i found out Quick search component shows none ticket amount of > all those queues. > I tried to creat a new queue with approvals lifecycle, the ticket amount of all status do > show. Then i tried to clear the mason data, replaced those Quicksearch, This implies that your custom lifecycle is not correct. However, you didn't show your lifecycle, so that's just a guess. -kevin > QueueSummaryByLifecycle QueueSummaryByStatus files in > /usr/share/request-tracker4/html/Elements, it turned out to make no sense at all. > I'm so frustrated on this, somebody please help. Any comments or ideas would be great > appreciated. Thanks all. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From vadud3 at gmail.com Tue Aug 6 12:15:38 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Tue, 6 Aug 2013 12:15:38 -0400 Subject: [rt-users] nginx / varnish / apache with RT? In-Reply-To: <20130806125347.GU3001@aart.rice.edu> References: <20130806125347.GU3001@aart.rice.edu> Message-ID: On Tue, Aug 6, 2013 at 8:53 AM, ktm at rice.edu wrote: > On Tue, Aug 06, 2013 at 09:04:25PM +1000, Chris Herrmann wrote: > > Hi all, > > > > i've been playing with an NVA setup for some lamp sites (Joomla) and the > > scaling is looking pretty amazing... still early days but initial results > > look very promising. > > > > anyway, it got me thinking to whether varnish would work with RT. I'm > > familiar enough with it to understand the generic accelerator principle > ... > > but I don't see how it would work with generated content - because of RT > > handles sessions / authentication / etc. Or is it smart enough to know > that > > if I visit the same ticket twice in a row and the ticket hasn't changed, > to > > give me cached content? > > > > I've tried searching for "perl varnish" and "request tracker varnish" > type > > pages but have only found one archive thread > > http://www.gossamer-threads.com/lists/rt/users/72455 which appears > > inconclusive - does it actually make a noticeable difference or not? > > Internally we're using a squid proxy, and we have a small number of > users, > > so not sure that the static page elements being handled by varnish or > nginx > > would offer a huge advantage? anyway keen to hear people's experiences or > > other thoughts on accelerating RT... > > > > Cheers, > > > > Chris > > Hi Chris, > > We have tried nginx/fastCGI both with and without nginx caching the static > content. The biggest win was just moving from Apache/mod_perl to the nginx/ > fastCGI. It made RT much more scalable and allowed us to manage its > resource > allocation better. I do not think that varnish would do anything except add > complexity to the setup. > care to share your nginx/fascgi config ? I am seeing one in the http://bestpractical.com/docs/rt/latest/web_deployment.html#nginx as a start. > Regards, > Ken > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From smackillip at idanalytics.com Tue Aug 6 12:17:54 2013 From: smackillip at idanalytics.com (MacKillip, Scott) Date: Tue, 6 Aug 2013 16:17:54 +0000 Subject: [rt-users] public dashboards in RT 4.0.10 Message-ID: <7984DE7547E8204A8A3629BDEF565DD4128F09AE@IDA025.idanalytics.net> Hello, I am trying to add new dashboards to our existing RT installation (rt version 4.0.10, using MySQL). I can create the dashboard, and am able to subscribe to it, however the end users (who really need this) are not able to find and thus subscribe to the new dashboard. Additionally, I've not been able to successfully create a dashboard that gets added to the "Home" pull down menu. How is this accomplished? Once the dashboard is created, do I need to provide it group rights? I have tried creating the dashboard as my regular user and also as my administrator account and have tried to create a dashboard using the provided "root" account. I am obviously missing something, just not sure what! Are there any administrative tools that would allow me to find out what accounts are subscribed to what dashboards? I've done a google search on dashboards in RT, what I've discovered is this (please correct me if anything is incorrect!): 1. If you create the dashboard as root user it should have the correct permissions to be viewed by all. 2. Need to subscribe to the dashboard as a logged in user (that is, I can't log in as me and add a dashboard to someone else's RT account. I can subscribe someone else's email account to get the dashboard, however that would then need to be managed by me in my account on RT) Pointers, input, advice are all welcome on this issue from me - I am continuing to poke around to see what I can find, however thought it best to turn to the guru's after spending most of one day on this. I appreciate your time! Regards, Scott MacKillip Configuration Manager ID Analytics, Inc. Office: 858.312.6393 Fax: 858.451.9051 www.idanalytics.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From landonstewart at gmail.com Tue Aug 6 15:37:57 2013 From: landonstewart at gmail.com (Landon) Date: Tue, 6 Aug 2013 12:37:57 -0700 Subject: [rt-users] Using RTIR - How to send notices to clients who do not respond to Investigations In-Reply-To: <20130801013718.GJ22003@jibsheet.com> References: <20130801013718.GJ22003@jibsheet.com> Message-ID: On 31 July 2013 18:37, Kevin Falcone wrote: > I've generally just used RT::Action::Notify and --action-arg AdminCc to > notify the AdminCcs (or other arguments as needed). For Notify, you > must use --transaction first or --transaction last and keep in mind > that Notify.pm obeys the NotifyActor note. RecordCorrespondence might > work fine, I've just never used it. Using SendEmail directly is > almost never what you want. > > Keep in mind however that any code that records a transaction on a > ticket (so RecordCorrespondence, which records a transaction by > calling the Correspond method) is going to update LastUpdated on the > ticket. You're updating the ticket, so LastUpdated moves. > > Sending mail without that is likely to be *very* difficult. You > likely actually want a Condition module that checks for a status > change or checks for the first notification to do your calculations, > or to record something in a custom field for easier querying. > > I think I've got the Condition module worked out. Using two custom fields that update on correspondence (if we update it sets the StaffUpdate to Y and increments a counter). If the customer updates it sets StaffUpdate to N and resets the counter. This in conjunction with the LastUpdated and other fields seems very useful for the condition checking. I've attempted to use RT::Action::Notify briefly and then realized I don't know how to use it because it looks like it calls functions in RT::Action::SendEmail and tries to parse a template but I don't know how to tell it what template to use. When I run it with rt-crontool it basically chokes on the Parse part of RT::Action::SendEmail. Do you know of any functioning examples using Notify and SendEmail? I've been googling but this seems to be a bit of a gray area apparently. I see posts about people asking but no examples of it working. Thanks! -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From chrilde at gmail.com Wed Aug 7 01:20:35 2013 From: chrilde at gmail.com (Chrilly Cheng) Date: Wed, 7 Aug 2013 13:20:35 +0800 Subject: [rt-users] [4.0.7][Debian]Quick search in homepage doesn't show ticket amount In-Reply-To: <20130806145737.GC43429@jibsheet.com> References: <20130806145737.GC43429@jibsheet.com> Message-ID: Hi Kevin, Thanks for your reply. I've test my custom lifecycle in RT web ui, it works fine. For your concern, i paste my lifecycle code at below, please help to check it, thanks a lot! File location: /etc/request-tracker4/RT_SiteConfig.pm Set(%Lifecycles, # modify the default lifecycle crmcase => { # All the appropriate ticket statuses initial => [ 'NeedAction' ], active => [ 'InProgress','WaitingforCustomer', 'WaitingforVendor', 'WaitingforLaunch', 'Monitoring' ], inactive => [ 'Closed','Rejected' ], # Default ticket statuses for certain actions defaults => { on_create => 'NeedAction', }, # Status change restrictions transitions => { 'NeedAction' => [qw(InProgress Rejected)], 'InProgress' => [qw(WaitingforCustomer WaitingforVendor WaitingforLaunch NeedAction Monitoring Rejected Closed)], 'WaitingforCustomer' => [qw(InProgress Rejected)], 'WaitingforVendor' => [qw(InProgress Rejected)], 'WaitingforLaunch' => [qw(InProgress Rejected)], 'Monitoring' => [qw(InProgress Closed)], 'Closed' => [qw(NeedAction)], 'Rejected' => [qw(NeedAction)], }, # Rights for different actions rights => { # These rights are in the default lifecycle '* -> Monitoring' => 'Monitoring Case', 'Closed,Rejected -> *' => 'Reopen Case', '* -> Rejected' => 'Reject Case', }, # Actions for the web UI actions => [ 'NeedAction -> InProgess' => { label => 'Accept Case', update => 'Comment', }, 'InProgress -> WaitingforCustomer' => { label => 'Waiting for Customer', update => 'Comment', }, 'InProgress -> WaitingforVendor' => { label => 'Waiting for Vendor', update => 'Comment', }, 'InProgress -> WaitingforLaunch' => { label => 'Waiting for Launch', update => 'Comment', }, 'InProgress -> Monitoring' => { label => 'Start Monitoring', update => 'Comment', }, 'WaitingforCustomer -> InProgress' => { label => 'Receive from Customer', update => 'Comment', }, 'WaitingforVendor -> InProgress' => { label => 'Receive from Vendor', update => 'Comment', }, 'WaitingforLaunch -> InProgress' => { label => 'Ready for Launch', update => 'Comment', }, 'InProgress -> NeedAction' => { label => 'Reassign Case', update => 'Comment', }, 'Monitoring -> Closed' => { label => 'Close Case', update => 'Comment', }, 'Closed -> NeedAction' => { label => 'Reopen Case', update => 'Comment', }, '* -> Rejected' => { label => 'Reject', update => 'Comment', }, 'Rejected -> NeedAction' => { label => 'NeedAction', update => 'Comment', }, ], }, # Status mapping different different lifecycles ); Any comments of this? On Tue, Aug 6, 2013 at 10:57 PM, Kevin Falcone wrote: > On Tue, Aug 06, 2013 at 09:21:12PM +0800, Chrilly Cheng wrote: > > Hi All, > > I encountered this issue when i was trying to setup RT on a new > server. > > I've created a Lifecycle in RT_SiteConfig.pm file: > > Set(%Lifecycles, > > cyclename => { > > ....... > > }, > > ); > > All queues i created are using this lifecycle, even the default > queue. But after i configured > > and tested ticket lifecycle, i found out Quick search component shows > none ticket amount of > > all those queues. > > I tried to creat a new queue with approvals lifecycle, the ticket > amount of all status do > > show. Then i tried to clear the mason data, replaced those > Quicksearch, > > This implies that your custom lifecycle is not correct. > However, you didn't show your lifecycle, so that's just a guess. > > -kevin > > > QueueSummaryByLifecycle QueueSummaryByStatus files in > > /usr/share/request-tracker4/html/Elements, it turned out to make no > sense at all. > > I'm so frustrated on this, somebody please help. Any comments or > ideas would be great > > appreciated. Thanks all. > -- *Br* *Vodar* *It's not where you start -- it's where you finish that count.* -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Aug 7 10:45:37 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 7 Aug 2013 10:45:37 -0400 Subject: [rt-users] Using RTIR - How to send notices to clients who do not respond to Investigations In-Reply-To: References: <20130801013718.GJ22003@jibsheet.com> Message-ID: <20130807144537.GA2007@jibsheet.com> On Tue, Aug 06, 2013 at 12:37:57PM -0700, Landon wrote: > > I think I've got the Condition module worked out. Using two custom fields that update on > correspondence (if we update it sets the StaffUpdate to Y and increments a counter). If the > customer updates it sets StaffUpdate to N and resets the counter. This in conjunction with the > LastUpdated and other fields seems very useful for the condition checking. Good > I've attempted to use RT::Action::Notify briefly and then realized I don't know how to use it > because it looks like it calls functions in RT::Action::SendEmail and tries to parse a > template but I don't know how to tell it what template to use. When I run it with rt-crontool > it basically chokes on the Parse part of RT::Action::SendEmail. Looking in the documentation for rt-crontool http://bestpractical.com/docs/rt/latest/rt-crontool.html#template should make clear how to use a template > Do you know of any functioning examples using Notify and SendEmail? > I've been googling but this seems to be a bit of a gray area > apparently. I see posts about people asking but no examples of it It's a grey area because you don't want to use SendEmail directly, as I believe I said in my previous email. Either use Notify if you just want to record an Outgoing Email transaction or use RecordCorrespondence if you want a real reply and email. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Aug 7 10:48:48 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 7 Aug 2013 10:48:48 -0400 Subject: [rt-users] public dashboards in RT 4.0.10 In-Reply-To: <7984DE7547E8204A8A3629BDEF565DD4128F09AE@IDA025.idanalytics.net> References: <7984DE7547E8204A8A3629BDEF565DD4128F09AE@IDA025.idanalytics.net> Message-ID: <20130807144848.GB2007@jibsheet.com> On Tue, Aug 06, 2013 at 04:17:54PM +0000, MacKillip, Scott wrote: > I can create the dashboard, and am able to subscribe to it, however the end users (who really > need this) are not able to find and thus subscribe to the new dashboard. Additionally, I've > not been able to successfully create a dashboard that gets added to the "Home" pull down menu. > How is this accomplished? Once the dashboard is created, do I need to provide it group > rights? I have tried creating the dashboard as my regular user and also as my administrator > account and have tried to create a dashboard using the provided "root" account. I am obviously > missing something, just not sure what! What kind of dashboards are you creating: My dashboards or a specific group dashboards? What kind of users are you trying to give access to the dashboards, Privileged users or Unprivileged users (users who use SelfService). The Home pulldown menu is calculated as the first 7 dashboards you have permission to see (this gets better in 4.2). > Are there any administrative tools that would allow me to find out what accounts are > subscribed to what dashboards? Unfortunately no. > > 1. If you create the dashboard as root user it should have the correct permissions to be > viewed by all. This is incorrect. If you don't set up proper permissions, creating it as user won't help. > 2. Need to subscribe to the dashboard as a logged in user (that is, I can't log in as me > and add a dashboard to someone else's RT account. I can subscribe someone else's email account > to get the dashboard, however that would then need to be managed by me in my account on RT) Subscriptions are managed by the logged in user. If you sort your permissions out, you'll be able to grant users access without doing anything else. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Aug 7 13:55:03 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 7 Aug 2013 13:55:03 -0400 Subject: [rt-users] [4.0.7][Debian]Quick search in homepage doesn't show ticket amount In-Reply-To: References: <20130806145737.GC43429@jibsheet.com> Message-ID: <20130807175503.GC2007@jibsheet.com> On Wed, Aug 07, 2013 at 01:20:35PM +0800, Chrilly Cheng wrote: > Thanks for your reply. I've test my custom lifecycle in RT web ui, it works fine. > For your concern, i paste my lifecycle code at below, please help to check it, thanks a lot! Thanks for sending along the LifeCycle config. It points out a regression introduced in 4.0.13. We've merged a fix for it and you can grab the commit from here and apply it: details https://github.com/bestpractical/rt/commit/5a5579867ae459ce3c55571450a501220ba9b3a8 You can wget https://github.com/bestpractical/rt/commit/5a5579867ae459ce3c55571450a501220ba9b3a8.patch cd /opt/rt4 patch -p1 < 5a5579867ae459ce3c55571450a501220ba9b3a8.patch when 4.0.18 ships, it'll have a fix for it. Also, you should fix the warnings that RT logs when starting up about errors in your lifecycle. [warning]: Nonexistant status closed,rejected in right transition in crmcase lifecycle [warning]: Nonexistant status inprogess in action in crmcase lifecycle -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From landonstewart at gmail.com Wed Aug 7 16:55:51 2013 From: landonstewart at gmail.com (Landon) Date: Wed, 7 Aug 2013 13:55:51 -0700 Subject: [rt-users] Using RTIR - How to send notices to clients who do not respond to Investigations In-Reply-To: <20130807144537.GA2007@jibsheet.com> References: <20130801013718.GJ22003@jibsheet.com> <20130807144537.GA2007@jibsheet.com> Message-ID: On 7 August 2013 07:45, Kevin Falcone wrote: > It's a grey area because you don't want to use SendEmail directly, as > I believe I said in my previous email. > > Either use Notify if you just want to record an Outgoing Email > transaction or use RecordCorrespondence if you want a real reply and > email. > LOL this is not nearly as complicated as I thought it was. Since I didn't use the --template parameter on rt-crontool it gave me a warning about SendEmail not being able to parse a template. That's what I had difficulty with. I wasn't aware of the --template parameter and that made all the difference. Works like a charm now. Basically: /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg '' --action RT::Action::Notify --action-arg Requestor --template "No Update Warning" --transaction last Thanks again Kevin for clarifying the use of RT::Action::Notify and how it relates to RT::Action::SendEmail. It works like a charm. -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From chrilde at gmail.com Thu Aug 8 01:56:09 2013 From: chrilde at gmail.com (Chrilly Cheng) Date: Thu, 8 Aug 2013 13:56:09 +0800 Subject: [rt-users] [4.0.7][Debian]Quick search in homepage doesn't show ticket amount In-Reply-To: <20130807175503.GC2007@jibsheet.com> References: <20130806145737.GC43429@jibsheet.com> <20130807175503.GC2007@jibsheet.com> Message-ID: Thanks a lot, Kevin. This issue is fixed according to your solution. And I've noticed that warning info and fixed it also. Sincere thanks for your help. Br Vodar On Thu, Aug 8, 2013 at 1:55 AM, Kevin Falcone wrote: > On Wed, Aug 07, 2013 at 01:20:35PM +0800, Chrilly Cheng wrote: > > Thanks for your reply. I've test my custom lifecycle in RT web ui, it > works fine. > > For your concern, i paste my lifecycle code at below, please help to > check it, thanks a lot! > > Thanks for sending along the LifeCycle config. It points out a > regression introduced in 4.0.13. We've merged a fix for it and you > can grab the commit from here and apply it: > > details > > https://github.com/bestpractical/rt/commit/5a5579867ae459ce3c55571450a501220ba9b3a8 > > You can > wget > > https://github.com/bestpractical/rt/commit/5a5579867ae459ce3c55571450a501220ba9b3a8.patch > cd /opt/rt4 > patch -p1 < 5a5579867ae459ce3c55571450a501220ba9b3a8.patch > > when 4.0.18 ships, it'll have a fix for it. > > Also, you should fix the warnings that RT logs when starting up about > errors in your lifecycle. > > [warning]: Nonexistant status closed,rejected in right transition in > crmcase lifecycle > [warning]: Nonexistant status inprogess in action in crmcase lifecycle > > -kevin > -- *Br* *Vodar* *It's not where you start -- it's where you finish that count.* -------------- next part -------------- An HTML attachment was scrubbed... URL: From chrilde at gmail.com Thu Aug 8 03:26:13 2013 From: chrilde at gmail.com (Chrilly Cheng) Date: Thu, 8 Aug 2013 15:26:13 +0800 Subject: [rt-users] error when replace bpslogo.png file Message-ID: Hi All, I've got an error when I tried to replace the default bpslogo.png file with a new one of the same name in RT(/usr/share/request-tracker4/html/NoAuth/images). The error log shows as below: [error]: '<&' without matching '&>' at /usr/share/request-tracker4/html/NoAuth/images/bpslogo.png line 32 (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209) On line 209 of Handler.pm file, it is: sub HTML::Mason::Exception::as_rt_error { my ($self) = @_; $RT::Logger->error( $self->full_message ); #line 209 return "An internal RT error has occurred. Your administrator can find more details in RT's log files."; } I checked the Hander.pm file but cant figure out anything. Please help. BTW, my RT version is 4.0.7 -- *Br* *Vodar* *It's not where you start -- it's where you finish that count.* -------------- next part -------------- An HTML attachment was scrubbed... URL: From jerrinrulz at gmail.com Thu Aug 8 06:38:39 2013 From: jerrinrulz at gmail.com (jerrin jose) Date: Thu, 8 Aug 2013 03:38:39 -0700 (PDT) Subject: [rt-users] Need to remove a certain watcher from current transaction in RT Message-ID: <1375958319437-54957.post@n7.nabble.com> Hi I am facing a peculiar problem. I want to remove a certain watcher whenever users reply through mail. So for eg if I want to remove xyz at abc.com from the watcher list for the current transcation only, what code to write? I am not that familiar with programming and hope you guys will help.. Also please let me know what all to input in the foll sections: Custom condition Custom action preparation code Custom action cleanup code Thanks a ton! -- View this message in context: http://requesttracker.8502.n7.nabble.com/Need-to-remove-a-certain-watcher-from-current-transaction-in-RT-tp54957.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Thu Aug 8 10:34:31 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 8 Aug 2013 10:34:31 -0400 Subject: [rt-users] error when replace bpslogo.png file In-Reply-To: References: Message-ID: <20130808143431.GD2007@jibsheet.com> On Thu, Aug 08, 2013 at 03:26:13PM +0800, Chrilly Cheng wrote: > Hi All, > I've got an error when I tried to replace the default bpslogo.png file with a new one of the > same name in RT(/usr/share/request-tracker4/html/NoAuth/images). The error log shows as below: Instead of replacing our logo (which goes with our copyright) why not use the Theme Editor we provide to add your own logo to the upper righthand corner? -kevin > [error]: '<&' without matching '&>' at > /usr/share/request-tracker4/html/NoAuth/images/bpslogo.png line 32 > (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209) > On line 209 of Handler.pm file, it is: > sub HTML::Mason::Exception::as_rt_error { > my ($self) = @_; > $RT::Logger->error( $self->full_message ); #line 209 > return "An internal RT error has occurred. Your administrator can find more details in RT's > log files."; > } > I checked the Hander.pm file but cant figure out anything. Please help. > BTW, my RT version is 4.0.7 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From kkaylor at ivytech.edu Thu Aug 8 11:18:32 2013 From: kkaylor at ivytech.edu (Kenny W Kaylor) Date: Thu, 8 Aug 2013 11:18:32 -0400 Subject: [rt-users] PowerShell REST Interface In-Reply-To: <45F7FCF45050CB4E8B265F0E58DADD3412764EEAD0@MBX4.ivytech.local> References: <45F7FCF45050CB4E8B265F0E58DADD3412764EEAD0@MBX4.ivytech.local> Message-ID: <45F7FCF45050CB4E8B265F0E58DADD3412764EEAD1@MBX4.ivytech.local> I was looking into the capabilities of using PowerShell with RT and came across some documentation with examples of how to accomplish this, http://requesttracker.wikia.com/wiki/REST. I attempted the example in the PowerShell section at the bottom but I can't seem to get anywhere with it. It just returns that I need to provide credentials even though I've specified them per the example in the documentation. This is what I get. $rt.Content RT/4.0.11 401 Credentials required I've looked through the searchable archives, google, RT documentation and just not seeing much else about this. Has anyone accomplished this before? -------------- next part -------------- An HTML attachment was scrubbed... URL: From dennis.comeaux at gmail.com Thu Aug 8 12:43:47 2013 From: dennis.comeaux at gmail.com (Dennis Comeaux) Date: Thu, 8 Aug 2013 11:43:47 -0500 Subject: [rt-users] Lost Root Password Message-ID: Another one of these threads. * Root password for Linux known * RT 3.8.4 * http://requesttracker.wikia.com/wiki/RecoverRootPassword didn't work * we have httpd restrictions on the website taht require login that authenticates against an ldap server * other users can login... but we can't get in as root.... and root doesn't seem to have an account on the ldap server Anyone have ideas? It looks like RT takes the userid and auth from ldap as well. Can I just make a different account admin level? I need to just move some users around from one queue to another. I know its the ldap auth. -- "il n'y a pas de libert? s'il y a d?pendance" --Theobalt -------------- next part -------------- An HTML attachment was scrubbed... URL: From paul at tracker-software.com Thu Aug 8 13:41:52 2013 From: paul at tracker-software.com (Paul O'Rorke) Date: Thu, 08 Aug 2013 10:41:52 -0700 Subject: [rt-users] Migration Prep In-Reply-To: <51FBEB0E.6050404@bestpractical.com> References: <20130731154805.GD22003@jibsheet.com> <51F9484D.9040905@tracker-software.com> <20130731185905.GH22003@jibsheet.com> <51F9660E.4080306@tracker-software.com> <20130801001554.GI22003@jibsheet.com> <51FAB9BC.4000903@tracker-software.com> <20130802144853.GG2203@jibsheet.com> <20130802153237.GJ2203@jibsheet.com> <20130802170423.GL2203@jibsheet.com> <51FBEB0E.6050404@bestpractical.com> Message-ID: <5203D860.5000504@tracker-software.com> Just a heads up that running the make upgrade-database on an upgrade from 3.8.4 to 4.0.17 worked flawlessly once I successfully restored the DB from mysqldump. Thanks for the help and more importantly thanks for fixing that script. :-) *Paul O?Rorke* Tracker Software Products paul at tracker-software.com On 8/2/2013 10:23 AM, Thomas Sibley wrote: > On 08/02/2013 10:04 AM, Kevin Falcone wrote: >> On Fri, Aug 02, 2013 at 12:49:47PM -0400, Asif Iqbal wrote: >>> Please show a log of your make upgrade-database step >>> >>> * 3.9.8 >>> * 4.0.1 >> That's definitely skipping steps. >> >> It should read: >> * 3.9.8 >> * 4.0.0rc2 >> * 4.0.0rc4 >> * 4.0.0rc7 >> * 4.0.1 > Paul and Asif, you've helped uncover a regression in RT's upgrade logic > beginning in 4.0.14. It only affects folks who are upgrading from an RT > 3.8.x (or older) install to 4.0.14 or higher. If you're upgrading from > 4.0.0 or higher, you're unaffected. > > 4.0.17 will be out shortly to correct this regression. Thanks for your > time spent debugging on the list. -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Thu Aug 8 15:28:54 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Thu, 8 Aug 2013 15:28:54 -0400 Subject: [rt-users] nginx / varnish / apache with RT? In-Reply-To: References: <20130806125347.GU3001@aart.rice.edu> Message-ID: On Tue, Aug 6, 2013 at 12:15 PM, Asif Iqbal wrote: > care to share your nginx/fascgi config ? I am seeing one in the > http://bestpractical.com/docs/rt/latest/web_deployment.html#nginx > as a start. > I used that from doc with an exception of adding some ssl options and adding fastcgi_param HTTPS on; It works pretty well. And then I found Ruslan has a cool nginx extension in github. I tried that and it works too except I do not see an option to run in ssl mode. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Thu Aug 8 17:12:39 2013 From: bbaker at copesan.com (Bryon Baker) Date: Thu, 8 Aug 2013 21:12:39 +0000 Subject: [rt-users] Searching for a string Message-ID: <276f28db77824f58b15b4d6d6d6136fc@BLUPR05MB103.namprd05.prod.outlook.com> I am searching the content of an email for a string using. m/'Building: Walgreen Drug Store #\d+/ Does not find text. But index($t_subject, 'Building: Walgreen Drug Store #'); Does find text. I capture the content from the RT log file and found that there is double quotes in the texted. Is this why it won't work? Is this the expected results? If this is the expected result how would I search the text using index for the CRLF character? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From frontcam at me.com Thu Aug 8 17:41:52 2013 From: frontcam at me.com (window camera) Date: Thu, 08 Aug 2013 21:41:52 +0000 (GMT) Subject: [rt-users] custom fields on dashboard for new tickets? In-Reply-To: <76609f02-f16a-4d05-938d-2985e5ecc11a@me.com> Message-ID: Thanks all. Worked like a charm! -Rick On Aug 05, 2013, at 04:20 PM, window camera wrote: > Hi All > ? > Could someone point me in the right direction of how we would go about creating bullets and other custom fields for the front dashboard that is used by customer who create tickets? We'd like to create bullets and fields (that are mandatory to choose at least one), for say , etc., to have the user click on when they create a ticket, and that info would be sent to the owner of the ticket so they could work on it. > > Thank you for any help you can provide in doing this! > > -Rick -------------- next part -------------- An HTML attachment was scrubbed... URL: From kirby at umbc.edu Thu Aug 8 18:48:43 2013 From: kirby at umbc.edu (Joe Kirby) Date: Thu, 8 Aug 2013 18:48:43 -0400 Subject: [rt-users] RT-at-a-Glance Saved Searches not showing RT System searches Message-ID: I would like to know how to make RT System Searches show when the Saved Searches is added to RT-at-a-Glance. This is a great feature for My Closed Tickets type reports that are really not needed on the page as its own. At this time it seems like only SuperUser gets these. Is there a setting that would allow this? Thanks in advance Joe From paul at tracker-software.com Fri Aug 9 00:52:25 2013 From: paul at tracker-software.com (Paul O'Rorke) Date: Thu, 08 Aug 2013 21:52:25 -0700 Subject: [rt-users] Migration Prep In-Reply-To: <51FBEB0E.6050404@bestpractical.com> References: <20130731154805.GD22003@jibsheet.com> <51F9484D.9040905@tracker-software.com> <20130731185905.GH22003@jibsheet.com> <51F9660E.4080306@tracker-software.com> <20130801001554.GI22003@jibsheet.com> <51FAB9BC.4000903@tracker-software.com> <20130802144853.GG2203@jibsheet.com> <20130802153237.GJ2203@jibsheet.com> <20130802170423.GL2203@jibsheet.com> <51FBEB0E.6050404@bestpractical.com> Message-ID: <52047589.3000100@tracker-software.com> Thanks for all the support. I have a shiny new 4.0.17 ticking away nicely. Very happy. *Paul O?Rorke* Tracker Software Products paul at tracker-software.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From chrilde at gmail.com Fri Aug 9 01:51:09 2013 From: chrilde at gmail.com (Chrilly Cheng) Date: Fri, 9 Aug 2013 13:51:09 +0800 Subject: [rt-users] error when replace bpslogo.png file In-Reply-To: <20130808143431.GD2007@jibsheet.com> References: <20130808143431.GD2007@jibsheet.com> Message-ID: Sorry, I didn't notice that function when I was searching to replace png file in RT location. Thanks for warning me that. I've changed it back. Now I can set my logo from Tools->Configuration->Tools->Theme, thanks again for your help. On Thu, Aug 8, 2013 at 10:34 PM, Kevin Falcone wrote: > On Thu, Aug 08, 2013 at 03:26:13PM +0800, Chrilly Cheng wrote: > > Hi All, > > I've got an error when I tried to replace the default bpslogo.png > file with a new one of the > > same name in RT(/usr/share/request-tracker4/html/NoAuth/images). The > error log shows as below: > > Instead of replacing our logo (which goes with our copyright) why not > use the Theme Editor we provide to add your own logo to the upper > righthand corner? > > -kevin > > > [error]: '<&' without matching '&>' at > > /usr/share/request-tracker4/html/NoAuth/images/bpslogo.png line 32 > > (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209) > > On line 209 of Handler.pm file, it is: > > sub HTML::Mason::Exception::as_rt_error { > > my ($self) = @_; > > $RT::Logger->error( $self->full_message ); #line 209 > > return "An internal RT error has occurred. Your administrator can > find more details in RT's > > log files."; > > } > > I checked the Hander.pm file but cant figure out anything. Please > help. > > BTW, my RT version is 4.0.7 > -- *Br* *Vodar* *It's not where you start -- it's where you finish that count.* -------------- next part -------------- An HTML attachment was scrubbed... URL: From paul at tracker-software.com Fri Aug 9 03:54:23 2013 From: paul at tracker-software.com (Paul O'Rorke) Date: Fri, 09 Aug 2013 00:54:23 -0700 Subject: [rt-users] Migration Prep In-Reply-To: <52047589.3000100@tracker-software.com> References: <20130731154805.GD22003@jibsheet.com> <51F9484D.9040905@tracker-software.com> <20130731185905.GH22003@jibsheet.com> <51F9660E.4080306@tracker-software.com> <20130801001554.GI22003@jibsheet.com> <51FAB9BC.4000903@tracker-software.com> <20130802144853.GG2203@jibsheet.com> <20130802153237.GJ2203@jibsheet.com> <20130802170423.GL2203@jibsheet.com> <51FBEB0E.6050404@bestpractical.com> <52047589.3000100@tracker-software.com> Message-ID: <5204A02F.70902@tracker-software.com> OK - a little premature. After running for a few hours I rebooted my new RT and get a database connect fail. For some reason it's not trying to use a password in DBI connect: Aug 9 00:33:23 rt4 RT: DBI connect('dbname=rtdb;host=localhost','rtuser',...) failed: Access denied for user 'rtuser'@'localhost' (using password: NO) at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 105. (/usr/local/share/perl/5.14.2/Carp.pm:102) The database name, user and password are all correct in RT_SiteConfig.pm and I can connect using those credentials from a shell on that box and can access the right database. Any suggestions why I'm seeing (using password: NO) in my logs? I get something similar at startup/shutdown. regards *Paul O?Rorke* Tracker Software Products paul at tracker-software.com On 8/8/2013 9:52 PM, Paul O'Rorke wrote: > Thanks for all the support. I have a shiny new 4.0.17 ticking away > nicely. Very happy. > > *Paul O?Rorke* > Tracker Software Products > paul at tracker-software.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From presnypreklad at gmail.com Fri Aug 9 09:27:34 2013 From: presnypreklad at gmail.com (Nathan Cutler) Date: Fri, 9 Aug 2013 15:27:34 +0200 Subject: [rt-users] Searching for a string In-Reply-To: <276f28db77824f58b15b4d6d6d6136fc@BLUPR05MB103.namprd05.prod.outlook.com> References: <276f28db77824f58b15b4d6d6d6136fc@BLUPR05MB103.namprd05.prod.outlook.com> Message-ID: > I am searching the content of an email for a string using. > > m/'Building: Walgreen Drug Store #\d+/ Does not find text. > > But > > index($t_subject, 'Building: Walgreen Drug Store #'); Does find text. A few (hopefully helpful) questions: 1. Why do have a single-quote character before the word Building in the first example, but not in the second? 2. Can you send an example string that you searching over? 3. Better yet, can you send a snippet of your code? And a note: if you are trying to capture text, you need parentheses around the text you intend to capture. Something like this:


#!/usr/bin/perl
use strict;
use warnings;

my $str="And suddenly, there were Building: Walgreen Drug Store
#235232343434324235521 flies in the tepid air";

my ($substr) = ($str =~ m/(Building: Walgreen Drug Store #\d+)/);
print $substr, "\n";


#!/usr/bin/perl
use strict;
use warnings;

my $str="And suddenly, there were Building: Walgreen Drug Store
#235232343434324235521 flies in the tepid air";

my ($substr) = ($str =~ m/(Building: Walgreen Drug Store #\d+)/); print $substr, "\n";

Also, you don't mention whether this string occurs only in the email headers, or also in the body? If in the body, will you have to deal with the possibility of a line break occuring inside the string? Nathan From paul at tracker-software.com Fri Aug 9 09:36:49 2013 From: paul at tracker-software.com (Paul O'Rorke) Date: Fri, 09 Aug 2013 06:36:49 -0700 Subject: [rt-users] Migration Prep In-Reply-To: <5204A02F.70902@tracker-software.com> References: <20130731154805.GD22003@jibsheet.com> <51F9484D.9040905@tracker-software.com> <20130731185905.GH22003@jibsheet.com> <51F9660E.4080306@tracker-software.com> <20130801001554.GI22003@jibsheet.com> <51FAB9BC.4000903@tracker-software.com> <20130802144853.GG2203@jibsheet.com> <20130802153237.GJ2203@jibsheet.com> <20130802170423.GL2203@jibsheet.com> <51FBEB0E.6050404@bestpractical.com> <52047589.3000100@tracker-software.com> <5204A02F.70902@tracker-software.com> Message-ID: <5204F071.5000507@tracker-software.com> When I look at syslog I see the following during startup: Aug 9 08:28:03 rt4 acpid: starting up with netlink and the input layer Aug 9 08:28:03 rt4 acpid: 1 rule loaded Aug 9 08:28:03 rt4 acpid: waiting for events: event logging is off Aug 9 08:28:04 rt4 RT: DBI connect('dbname=rtdb;host=localhost','rtuser',...) failed: Can't connect to local MySQL server through socket '/var/run/mysqld/mysqld.sock' (2) at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 105. (/usr/local/share/perl/5.14.2/Carp.pm:102) Aug 9 08:28:05 rt4 RT: DBI connect('dbname=rtdb;host=localhost','rtuser',...) failed: Can't connect to local MySQL server through socket '/var/run/mysqld/mysqld.sock' (2) at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 105. (/usr/local/share/perl/5.14.2/Carp.pm:102) Aug 9 08:28:08 rt4 /usr/sbin/cron[2152]: (CRON) INFO (pidfile fd = 3) Aug 9 08:28:08 rt4 /usr/sbin/cron[2172]: (CRON) STARTUP (fork ok) Aug 9 08:28:08 rt4 /usr/sbin/cron[2172]: (CRON) INFO (Running @reboot jobs) Aug 9 08:28:08 rt4 mysqld_safe: Starting mysqld daemon with databases from /var/lib/mysql Aug 9 08:28:08 rt4 mysqld: 130809 8:28:08 [Note] Plugin 'FEDERATED' is disabled. Aug 9 08:28:08 rt4 mysqld: 130809 8:28:08 InnoDB: The InnoDB memory heap is disabled Aug 9 08:28:08 rt4 mysqld: 130809 8:28:08 InnoDB: Mutexes and rw_locks use GCC atomic builtins Aug 9 08:28:08 rt4 mysqld: 130809 8:28:08 InnoDB: Compressed tables use zlib 1.2.7 Aug 9 08:28:08 rt4 mysqld: 130809 8:28:08 InnoDB: Using Linux native AIO Aug 9 08:28:08 rt4 mysqld: 130809 8:28:08 InnoDB: Initializing buffer pool, size = 128.0M Aug 9 08:28:08 rt4 mysqld: 130809 8:28:08 InnoDB: Completed initialization of buffer pool Aug 9 08:28:08 rt4 RT: DBI connect('dbname=rtdb;host=localhost','rtuser',...) failed: Can't connect to local MySQL server through socket '/var/run/mysqld/mysqld.sock' (2) at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 105. (/usr/local/share/perl/5.14.2/Carp.pm:102) Aug 9 08:28:08 rt4 mysqld: 130809 8:28:08 InnoDB: highest supported file format is Barracuda. Aug 9 08:28:08 rt4 RT: DBI connect('dbname=rtdb;host=localhost','rtuser',...) failed: Can't connect to local MySQL server through socket '/var/run/mysqld/mysqld.sock' (2) at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 105. (/usr/local/share/perl/5.14.2/Carp.pm:102) Aug 9 08:28:09 rt4 mysqld: 130809 8:28:09 InnoDB: Waiting for the background threads to start Aug 9 08:28:10 rt4 mysqld: 130809 8:28:10 InnoDB: 5.5.31 started; log sequence number 2602152497 Aug 9 08:28:10 rt4 mysqld: 130809 8:28:10 [Note] Server hostname (bind-address): '127.0.0.1'; port: 3306 Aug 9 08:28:10 rt4 mysqld: 130809 8:28:10 [Note] - '127.0.0.1' resolves to '127.0.0.1'; Aug 9 08:28:10 rt4 mysqld: 130809 8:28:10 [Note] Server socket created on IP: '127.0.0.1'. Aug 9 08:28:10 rt4 mysqld: 130809 8:28:10 [Note] Event Scheduler: Loaded 0 events Aug 9 08:28:10 rt4 mysqld: 130809 8:28:10 [Note] /usr/sbin/mysqld: ready for connections. Aug 9 08:28:10 rt4 mysqld: Version: '5.5.31-0+wheezy1' socket: '/var/run/mysqld/mysqld.sock' port: 3306 (Debian) Aug 9 08:28:10 rt4 /etc/mysql/debian-start[2704]: Upgrading MySQL tables if necessary. Aug 9 08:28:10 rt4 /etc/mysql/debian-start[2708]: /usr/bin/mysql_upgrade: the '--basedir' option is always ignored It almost looks like RT is trying to connect before MySQL is loaded. Also - I find that the connection intermittently works then fails. One minute I'm looking at my new RT tickets then on a page refresh I am back to the RT setup screen because it thinks there is no database configured. I'm at a loss here and really need to get this new install stable. Any help is appreciated. Paul O'Rorke Tracker Software Products Canada Limited On 08/09/2013 12:54 AM, Paul O'Rorke wrote: > OK - a little premature. > > After running for a few hours I rebooted my new RT and get a database > connect fail. For some reason it's not trying to use a password in > DBI connect: > > Aug 9 00:33:23 rt4 RT: DBI > connect('dbname=rtdb;host=localhost','rtuser',...) failed: Access > denied for user 'rtuser'@'localhost' (using password: NO) at > /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line > 105. (/usr/local/share/perl/5.14.2/Carp.pm:102) > > The database name, user and password are all correct in > RT_SiteConfig.pm and I can connect using those credentials from a > shell on that box and can access the right database. > > Any suggestions why I'm seeing (using password: NO) in my logs? I > get something similar at startup/shutdown. > > regards > > *Paul O?Rorke* > Tracker Software Products > paul at tracker-software.com > > > On 8/8/2013 9:52 PM, Paul O'Rorke wrote: >> Thanks for all the support. I have a shiny new 4.0.17 ticking away >> nicely. Very happy. >> >> *Paul O?Rorke* >> Tracker Software Products >> paul at tracker-software.com >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From presnypreklad at gmail.com Fri Aug 9 12:58:52 2013 From: presnypreklad at gmail.com (Nathan Cutler) Date: Fri, 9 Aug 2013 18:58:52 +0200 Subject: [rt-users] Searching for a string In-Reply-To: <91b5077ee88646afb5395cbba239d859@BLUPR05MB103.namprd05.prod.outlook.com> References: <276f28db77824f58b15b4d6d6d6136fc@BLUPR05MB103.namprd05.prod.outlook.com> <91b5077ee88646afb5395cbba239d859@BLUPR05MB103.namprd05.prod.outlook.com> Message-ID: Hi Bryon: Perl regexes can be a bit tricky. > Here is the codes being used. > > my $t_subject = $self->TransactionObj->ContentObj->Content ; > my $match = "Building: Walgreen Drug Store"; Here I would be to use \s+ after the colon, since there might be multiple spaces or even a tab in the email. Unless you're sure it will always be just a single space. > if ( $t_subject !~ /$match/i) { This says "if $t_subject does NOT match". Don't you want the opposite? I'd suggest you try changing the !~ operator (does NOT match) in this line to =~ (matches). > $RT::Logger->debug("Found Match\n"); > return 0; > } > else { > $RT::Logger->debug("No Match Found Match string: $match content: $t_subject\n"); > return 1; > } Another thing to try is the "s" modifier, which explicitly tells Perl to treat the entire email as a single line. But in my test it works fine without. Hope this helps. Nathan From paul at tracker-software.com Fri Aug 9 13:28:09 2013 From: paul at tracker-software.com (Paul O'Rorke) Date: Fri, 09 Aug 2013 10:28:09 -0700 Subject: [rt-users] Migration Prep In-Reply-To: <520521F3.8030706@tracker-software.com> References: <20130731154805.GD22003@jibsheet.com> <51F9484D.9040905@tracker-software.com> <20130731185905.GH22003@jibsheet.com> <51F9660E.4080306@tracker-software.com> <20130801001554.GI22003@jibsheet.com> <51FAB9BC.4000903@tracker-software.com> <20130802144853.GG2203@jibsheet.com> <20130802153237.GJ2203@jibsheet.com> <20130802170423.GL2203@jibsheet.com> <51FBEB0E.6050404@bestpractical.com> <52047589.3000100@tracker-software.com> <5204A02F.70902@tracker-software.com> <5204F071.5000507@tracker-software.com> <520521F3.8030706@tracker-software.com> Message-ID: <520526A9.4040304@tracker-software.com> A little more information. If I run through the setup screens that are presented because RT thinks there is no initialised database I get my new RT with the theme and logo etc but it flips between that and again going to the login screen. Of course this overwrites my RT_SiteConfig.pm but I'm at a loss to understand why this is not persistent. It keeps connecting to MySQL then not. Is there anything else I can provide that would help troubleshoot this? *Paul O?Rorke* Tracker Software Products paul at tracker-software.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Fri Aug 9 13:37:02 2013 From: bbaker at copesan.com (Bryon Baker) Date: Fri, 9 Aug 2013 17:37:02 +0000 Subject: [rt-users] Searching for a string In-Reply-To: References: <276f28db77824f58b15b4d6d6d6136fc@BLUPR05MB103.namprd05.prod.outlook.com> <91b5077ee88646afb5395cbba239d859@BLUPR05MB103.namprd05.prod.outlook.com> Message-ID: Here is the code I am using now: my $t_subject = $self->TransactionObj->ContentObj->Content ; if ($t_subject =~ /Building:\s+Walgreen Drug Store/is) { $RT::Logger->debug("Found Match\n"); return 0; } else { $RT::Logger->debug("No Match Found Match content: $t_subject\n"); return 1; } This is working thanks Nathan :) Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nathan Cutler Sent: Friday, August 09, 2013 11:59 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Searching for a string Hi Bryon: Perl regexes can be a bit tricky. > Here is the codes being used. > > my $t_subject = $self->TransactionObj->ContentObj->Content ; my $match > = "Building: Walgreen Drug Store"; Here I would be to use \s+ after the colon, since there might be multiple spaces or even a tab in the email. Unless you're sure it will always be just a single space. > if ( $t_subject !~ /$match/i) { This says "if $t_subject does NOT match". Don't you want the opposite? I'd suggest you try changing the !~ operator (does NOT match) in this line to =~ (matches). > $RT::Logger->debug("Found Match\n"); > return 0; > } > else { > $RT::Logger->debug("No Match Found Match string: $match content: $t_subject\n"); > return 1; > } Another thing to try is the "s" modifier, which explicitly tells Perl to treat the entire email as a single line. But in my test it works fine without. Hope this helps. Nathan From bbaker at copesan.com Fri Aug 9 14:19:16 2013 From: bbaker at copesan.com (Bryon Baker) Date: Fri, 9 Aug 2013 18:19:16 +0000 Subject: [rt-users] Searching for a string In-Reply-To: References: <276f28db77824f58b15b4d6d6d6136fc@BLUPR05MB103.namprd05.prod.outlook.com> <91b5077ee88646afb5395cbba239d859@BLUPR05MB103.namprd05.prod.outlook.com> Message-ID: <7fe7c2ffe6154c258667fdd2e83f0cdd@BLUPR05MB103.namprd05.prod.outlook.com> Ok moving on So the "Custom action preparation code" is working I added this to the "Custom action cleanup code:" use strict; use warnings; #### Start Area for Request Tracker ############ my $storenumber = "4223"; my $wonumber = "C2239243"; $RT::Logger->debug("Clean up Found Work Order: $wonumber Store: $storenumber\n"); return 1; and all I get in the log is [Fri Aug 9 18:13:49 2013] [debug]: Found match for Walgreens, C2239243, 4233 ((eval 1635):8) (From the "Custom action preparation code") [Fri Aug 9 18:13:49 2013] [debug]: Skipping Scrip #15 because it didn't Prepare (/usr/lib/perl5/vendor_perl/5.16.2/RT/Scrips.pm:237) Where is the message from the "Custom action cleanup code:"? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nathan Cutler Sent: Friday, August 09, 2013 11:59 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Searching for a string Hi Bryon: Perl regexes can be a bit tricky. > Here is the codes being used. > > my $t_subject = $self->TransactionObj->ContentObj->Content ; my $match > = "Building: Walgreen Drug Store"; Here I would be to use \s+ after the colon, since there might be multiple spaces or even a tab in the email. Unless you're sure it will always be just a single space. > if ( $t_subject !~ /$match/i) { This says "if $t_subject does NOT match". Don't you want the opposite? I'd suggest you try changing the !~ operator (does NOT match) in this line to =~ (matches). > $RT::Logger->debug("Found Match\n"); > return 0; > } > else { > $RT::Logger->debug("No Match Found Match string: $match content: $t_subject\n"); > return 1; > } Another thing to try is the "s" modifier, which explicitly tells Perl to treat the entire email as a single line. But in my test it works fine without. Hope this helps. Nathan From bbaker at copesan.com Fri Aug 9 15:09:14 2013 From: bbaker at copesan.com (Bryon Baker) Date: Fri, 9 Aug 2013 19:09:14 +0000 Subject: [rt-users] Searching for a string References: <276f28db77824f58b15b4d6d6d6136fc@BLUPR05MB103.namprd05.prod.outlook.com> <91b5077ee88646afb5395cbba239d859@BLUPR05MB103.namprd05.prod.outlook.com> Message-ID: Never mind found the issue. Again thanks Nathan for the help on the regex stuff. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: Bryon Baker Sent: Friday, August 09, 2013 1:19 PM To: 'Nathan Cutler'; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Searching for a string Ok moving on So the "Custom action preparation code" is working I added this to the "Custom action cleanup code:" use strict; use warnings; #### Start Area for Request Tracker ############ my $storenumber = "4223"; my $wonumber = "C2239243"; $RT::Logger->debug("Clean up Found Work Order: $wonumber Store: $storenumber\n"); return 1; and all I get in the log is [Fri Aug 9 18:13:49 2013] [debug]: Found match for Walgreens, C2239243, 4233 ((eval 1635):8) (From the "Custom action preparation code") [Fri Aug 9 18:13:49 2013] [debug]: Skipping Scrip #15 because it didn't Prepare (/usr/lib/perl5/vendor_perl/5.16.2/RT/Scrips.pm:237) Where is the message from the "Custom action cleanup code:"? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726? ?? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nathan Cutler Sent: Friday, August 09, 2013 11:59 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Searching for a string Hi Bryon: Perl regexes can be a bit tricky. > Here is the codes being used. > > my $t_subject = $self->TransactionObj->ContentObj->Content ; my $match > = "Building: Walgreen Drug Store"; Here I would be to use \s+ after the colon, since there might be multiple spaces or even a tab in the email. Unless you're sure it will always be just a single space. > if ( $t_subject !~ /$match/i) { This says "if $t_subject does NOT match". Don't you want the opposite? I'd suggest you try changing the !~ operator (does NOT match) in this line to =~ (matches). > $RT::Logger->debug("Found Match\n"); > return 0; > } > else { > $RT::Logger->debug("No Match Found Match string: $match content: $t_subject\n"); > return 1; > } Another thing to try is the "s" modifier, which explicitly tells Perl to treat the entire email as a single line. But in my test it works fine without. Hope this helps. Nathan From trs at bestpractical.com Fri Aug 9 15:45:37 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 09 Aug 2013 12:45:37 -0700 Subject: [rt-users] Migration Prep In-Reply-To: <5204F071.5000507@tracker-software.com> References: <20130731154805.GD22003@jibsheet.com> <51F9484D.9040905@tracker-software.com> <20130731185905.GH22003@jibsheet.com> <51F9660E.4080306@tracker-software.com> <20130801001554.GI22003@jibsheet.com> <51FAB9BC.4000903@tracker-software.com> <20130802144853.GG2203@jibsheet.com> <20130802153237.GJ2203@jibsheet.com> <20130802170423.GL2203@jibsheet.com> <51FBEB0E.6050404@bestpractical.com> <52047589.3000100@tracker-software.com> <5204A02F.70902@tracker-software.com> <5204F071.5000507@tracker-software.com> Message-ID: <520546E1.9090203@bestpractical.com> On 08/09/2013 06:36 AM, Paul O'Rorke wrote: > When I look at syslog I see the following during startup: > > > Aug 9 08:28:04 rt4 RT: DBI > connect('dbname=rtdb;host=localhost','rtuser',...) failed: Can't connect > to local MySQL server through socket '/var/run/mysqld/mysqld.sock' (2) > at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 105. > (/usr/local/share/perl/5.14.2/Carp.pm:102) > Aug 9 08:28:05 rt4 RT: DBI > connect('dbname=rtdb;host=localhost','rtuser',...) failed: Can't connect > to local MySQL server through socket '/var/run/mysqld/mysqld.sock' (2) > at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 105. > (/usr/local/share/perl/5.14.2/Carp.pm:102) > Aug 9 08:28:08 rt4 mysqld_safe: Starting mysqld daemon with databases > from /var/lib/mysql Just by looking at the log timestamps, your system is pretty clearly set to start Apache (or whatever is serving RT) before mysql. This isn't RT's fault, but simply the wrong startup ordering for your system. You should change it so Apache/your webserver depends on mysql being started first. How to do so depends on your distribution. From bbaker at copesan.com Fri Aug 9 16:08:02 2013 From: bbaker at copesan.com (Bryon Baker) Date: Fri, 9 Aug 2013 20:08:02 +0000 Subject: [rt-users] Hyperlinks Message-ID: <11ececfef7e1421292d8cde26c54e345@BLUPR05MB103.namprd05.prod.outlook.com> General question Is there a way to preserve the hyperlink in an email? We have emails sent to us that have buttons for accept or reject. The agent or owner of the ticket needs to click the button for the given action. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From paul at tracker-software.com Fri Aug 9 17:18:16 2013 From: paul at tracker-software.com (paul) Date: Fri, 09 Aug 2013 14:18:16 -0700 Subject: [rt-users] Migration Prep Message-ID: Thanks Thomas Setting Apache to start after mysql seems to have done the trick. Sent from my GT-I9305T on the Telstra 4G network -------- Original message -------- From: Thomas Sibley Date: To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Migration Prep On 08/09/2013 06:36 AM, Paul O'Rorke wrote: > When I look at syslog I see the following during startup: > > > Aug? 9 08:28:04 rt4 RT: DBI > connect('dbname=rtdb;host=localhost','rtuser',...) failed: Can't connect > to local MySQL server through socket '/var/run/mysqld/mysqld.sock' (2) > at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 105. > (/usr/local/share/perl/5.14.2/Carp.pm:102) > Aug? 9 08:28:05 rt4 RT: DBI > connect('dbname=rtdb;host=localhost','rtuser',...) failed: Can't connect > to local MySQL server through socket '/var/run/mysqld/mysqld.sock' (2) > at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 105. > (/usr/local/share/perl/5.14.2/Carp.pm:102) > Aug? 9 08:28:08 rt4 mysqld_safe: Starting mysqld daemon with databases > from /var/lib/mysql Just by looking at the log timestamps, your system is pretty clearly set to start Apache (or whatever is serving RT) before mysql.? This isn't RT's fault, but simply the wrong startup ordering for your system.? You should change it so Apache/your webserver depends on mysql being started first.? How to do so depends on your distribution. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Fri Aug 9 17:35:21 2013 From: bbaker at copesan.com (Bryon Baker) Date: Fri, 9 Aug 2013 21:35:21 +0000 Subject: [rt-users] Regex Message-ID: <8b9071bfd7844af1b870a5175987129c@BLUPR05MB103.namprd05.prod.outlook.com> Ok this question is to the regex experts I have this email content and I want returned to me the City. 116 Walker Ave. Berlin Circle Plaza West Berlin, NJ 08091 Store Contact: MICHAEL OCONNOR - SOPASM Phone: (856)719-0335 Fax : (856)719-2216 Thanks in advance for you expert help. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Fri Aug 9 19:05:08 2013 From: bbaker at copesan.com (Bryon Baker) Date: Fri, 9 Aug 2013 23:05:08 +0000 Subject: [rt-users] Regex Message-ID: Update this is what I came up with seems to work Thoughts? Tries to anchor begin of line but found it is white space. /\s{10}([\w{2},]+),\s*(\w{2})\s*(\d{5})/ Ok this question is to the regex experts I have this email content and I want returned to me the City. 116 Walker Ave. Berlin Circle Plaza West Berlin, NJ 08091 Store Contact: MICHAEL OCONNOR - SOPASM Phone: (856)719-0335 Fax : (856)719-2216 Thanks in advance for you expert help. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Fri Aug 9 19:37:59 2013 From: bbaker at copesan.com (Bryon Baker) Date: Fri, 9 Aug 2013 23:37:59 +0000 Subject: [rt-users] Regex Message-ID: Sorry back to the drawing board does not work if the city is two words. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" From: Bryon Baker Sent: Friday, August 09, 2013 6:05 PM To: 'rt-users at lists.bestpractical.com' Subject: RE: Regex Update this is what I came up with seems to work Thoughts? Tries to anchor begin of line but found it is white space. /\s{10}([\w{2},]+),\s*(\w{2})\s*(\d{5})/ Ok this question is to the regex experts I have this email content and I want returned to me the City. 116 Walker Ave. Berlin Circle Plaza West Berlin, NJ 08091 Store Contact: MICHAEL OCONNOR - SOPASM Phone: (856)719-0335 Fax : (856)719-2216 Thanks in advance for you expert help. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From presnypreklad at gmail.com Sat Aug 10 05:11:56 2013 From: presnypreklad at gmail.com (Nathan Cutler) Date: Sat, 10 Aug 2013 11:11:56 +0200 Subject: [rt-users] Regex In-Reply-To: References: Message-ID: > Sorry back to the drawing board does not work if the city is two words. Really, I would think that regex questions (especially if there are going to be lots of them) will be considered off-topic here. Have you considered asking your question at stackoverflow.com? (Suggestion: tag your question "perl" and "regex" and specify whether you want your regex to work on just this one string, or in general on a class of strings.) From landonstewart at gmail.com Sat Aug 10 19:34:33 2013 From: landonstewart at gmail.com (Landon) Date: Sat, 10 Aug 2013 16:34:33 -0700 Subject: [rt-users] Searching and comparing two date field values instead of value with supplied valid Message-ID: Hello, Is there any way to search for tickets while comparing two field values? This doesn't work: Queue = 'Incident Reports' AND Created < CF.{SpecialDate} AND Status = 'new' It doesn't like the string "CF.{SpecialDate}" because it's not enclosed in quotations and therefor not a string. Which is what I want to do but cannot I guess. The error displayed on the RT UI is: Wrong query, expecting a VALUE in 'Queue = 'Incident Reports' AND Created < >CF.{SpecialDate}<--here AND Status = 'new'' With normal MySQL queries one can compare two table columns so I'm wondering if there's a way to do this with the SQL syntax that RT uses. -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Sun Aug 11 03:23:32 2013 From: jvdwege at xs4all.nl (Joop) Date: Sun, 11 Aug 2013 09:23:32 +0200 Subject: [rt-users] Searching and comparing two date field values instead of value with supplied valid In-Reply-To: References: Message-ID: <52073BF4.5030200@xs4all.nl> Landon wrote: Sorry for hijacking your question/thread. > > Is there any way to search for tickets while comparing two field values? > > This doesn't work: > Queue = 'Incident Reports' AND Created < CF.{SpecialDate} AND Status = > 'new' > > It doesn't like the string "CF.{SpecialDate}" because it's not > enclosed in quotations and therefor not a string. Which is what I > want to do but cannot I guess. The error displayed on the RT UI is: > > Wrong query, expecting a VALUE in 'Queue = 'Incident Reports' AND > Created < >CF.{SpecialDate}<--here AND Status = 'new'' > > I'm looking at something similar. I would like to check whether the ResolvedDate is past the DueDate but that is also not possible. I seem to remember that this has been asked before but can't seem to find that thread anymore. Probably searching with the wrong keywords so if someone can point me in the right direction, please? Regards, Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.dalzell at aveva.com Mon Aug 12 06:42:11 2013 From: scott.dalzell at aveva.com (scott.dalzell) Date: Mon, 12 Aug 2013 03:42:11 -0700 (PDT) Subject: [rt-users] Unowned Tickets Table on Homepage not updating correctly Message-ID: <1376304130960-54986.post@n7.nabble.com> Hi i am running an RT system setup so that our support team monitors 5 queues and our multiple resellers also have a queue each to run there support services One of the support users has reported an issue with the "10 newest unowned tickets" table on the homepage not displaying the full list of tickets that they have permissions to see We know that there are 4 unowned tickets in the General queue and the user has full access too and multiple tickets in queues that the user doesnt have access too. On the homepage the "10 newest unowned tickets" table stats there are only 2 unowned tickets in the general queue (i.e 2 tickets are missed),however if i open up the table it will display all 4 unowned ticket they are allowed to see. i have created my own "unowned tickets" search and it suffers from the same bug, However, it has also been noted that this bug only effects the table on the homepage. Tables runs fine in a dashboard. has anyone else experiancd this and if so were they able to resolve it thank you in advanced -- View this message in context: http://requesttracker.8502.n7.nabble.com/Unowned-Tickets-Table-on-Homepage-not-updating-correctly-tp54986.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From robert.wysocki at unity.pl Mon Aug 12 06:50:08 2013 From: robert.wysocki at unity.pl (Robert Wysocki) Date: Mon, 12 Aug 2013 12:50:08 +0200 Subject: [rt-users] Unowned Tickets Table on Homepage not updating correctly In-Reply-To: <1376304130960-54986.post@n7.nabble.com> References: <1376304130960-54986.post@n7.nabble.com> Message-ID: <1376304608.4852.38.camel@s-rwysocki> Dnia 2013-08-12, pon o godzinie 03:42 -0700, scott.dalzell pisze: > Hi > i am running an RT system setup so that our support team monitors 5 queues > and our multiple resellers also have a queue each to run there support > services > > One of the support users has reported an issue with the "10 newest unowned > tickets" table on the homepage not displaying the full list of tickets that > they have permissions to see > > We know that there are 4 unowned tickets in the General queue and the user > has full access too and multiple tickets in queues that the user doesnt have > access too. > > On the homepage the "10 newest unowned tickets" table stats there are only 2 > unowned tickets in the general queue (i.e 2 tickets are missed),however if i > open up the table it will display all 4 unowned ticket they are allowed to > see. > > i have created my own "unowned tickets" search and it suffers from the same > bug, However, it has also been noted that this bug only effects the table on > the homepage. Tables runs fine in a dashboard. > > has anyone else experiancd this and if so were they able to resolve it It's not a bug, it's a feature. Check "Rows per page" setting on "RT at a glace" edit page ( https://your_rt/Prefs/MyRT.html) Regards, -- Robert Wysocki administrator system?w linuksowych administrator baz danych Grupa Unity | ul. Przedmiejska 6-10, 54-201 Wroc?aw ul. Conrada 55B, 31-357 Krak?w | ul. Z?ota 59, 00-120 Warszawa From scott.dalzell at aveva.com Mon Aug 12 07:01:19 2013 From: scott.dalzell at aveva.com (scott.dalzell) Date: Mon, 12 Aug 2013 04:01:19 -0700 (PDT) Subject: [rt-users] Unowned Tickets Table on Homepage not updating correctly In-Reply-To: <1376304608.4852.38.camel@s-rwysocki> References: <1376304130960-54986.post@n7.nabble.com> <1376304608.4852.38.camel@s-rwysocki> Message-ID: <1376305279659-54988.post@n7.nabble.com> Thank you for the quick response The Rows per box was set to 10 so i have increased it to 100 and it revieled the 2 missing tickets. I take it RT counts tickets that the user doesnt have permission to view in this Rows per box count as well ye thank you again -- View this message in context: http://requesttracker.8502.n7.nabble.com/Unowned-Tickets-Table-on-Homepage-not-updating-correctly-tp54986p54988.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Mon Aug 12 10:38:49 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 12 Aug 2013 10:38:49 -0400 Subject: [rt-users] Searching and comparing two date field values instead of value with supplied valid In-Reply-To: <52073BF4.5030200@xs4all.nl> References: <52073BF4.5030200@xs4all.nl> Message-ID: <20130812143849.GE2007@jibsheet.com> On Sun, Aug 11, 2013 at 09:23:32AM +0200, Joop wrote: > Landon wrote: > > Sorry for hijacking your question/thread. > > Is there any way to search for tickets while comparing two field values? > This doesn't work: > Queue = 'Incident Reports' AND Created < CF.{SpecialDate} AND Status = 'new' > It doesn't like the string "CF.{SpecialDate}" because it's not enclosed in quotations and > therefor not a string. Which is what I want to do but cannot I guess. The error displayed > on the RT UI is: > > Wrong query, expecting a VALUE in 'Queue = 'Incident Reports' AND Created < > >CF.{SpecialDate}<--here AND Status = 'new'' > > I'm looking at something similar. I would like to check whether the ResolvedDate is past the > DueDate but that is also not possible. I seem to remember that this has been asked before but > can't seem to find that thread anymore. Probably searching with the wrong keywords so if > someone can point me in the right direction, please? Unfortunately, RT's TicketSQL cannot compare two fields like that. It's hard to free up the engineering time required to make it go right now. Hopefully at some point it'll be part of a customer requirement and that will speed up implementation. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Aug 12 10:39:49 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 12 Aug 2013 10:39:49 -0400 Subject: [rt-users] Unowned Tickets Table on Homepage not updating correctly In-Reply-To: <1376305279659-54988.post@n7.nabble.com> References: <1376304130960-54986.post@n7.nabble.com> <1376304608.4852.38.camel@s-rwysocki> <1376305279659-54988.post@n7.nabble.com> Message-ID: <20130812143949.GF2007@jibsheet.com> On Mon, Aug 12, 2013 at 04:01:19AM -0700, scott.dalzell wrote: > Thank you for the quick response > > The Rows per box was set to 10 so i have increased it to 100 and it revieled > the 2 missing tickets. > > I take it RT counts tickets that the user doesnt have permission to view in > this Rows per box count as well ye > > thank you again Even more of a feature, enable this (defaulted on in the branch that will become 4.2) and let us know of any regressions you encounter. http://bestpractical.com/docs/rt/latest/RT_Config.html#UseSQLForACLChecks -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From scott.dalzell at aveva.com Mon Aug 12 11:19:56 2013 From: scott.dalzell at aveva.com (scott.dalzell) Date: Mon, 12 Aug 2013 08:19:56 -0700 (PDT) Subject: [rt-users] Unowned Tickets Table on Homepage not updating correctly In-Reply-To: <20130812143949.GF2007@jibsheet.com> References: <1376304130960-54986.post@n7.nabble.com> <1376304608.4852.38.camel@s-rwysocki> <1376305279659-54988.post@n7.nabble.com> <20130812143949.GF2007@jibsheet.com> Message-ID: <1376320796284-54991.post@n7.nabble.com> This setting nailed the issue on the head. ill post here again if i notice any issues from setting Set($UseSQLForACLChecks,1) in the RT_SiteConfig file but all appears well thank you everyone for your help Scott -- View this message in context: http://requesttracker.8502.n7.nabble.com/Unowned-Tickets-Table-on-Homepage-not-updating-correctly-tp54986p54991.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jim.h.berry at frb.gov Mon Aug 12 12:01:41 2013 From: jim.h.berry at frb.gov (Jim Berry) Date: Mon, 12 Aug 2013 16:01:41 +0000 Subject: [rt-users] Migration Prep In-Reply-To: <520546E1.9090203@bestpractical.com> References: <20130731154805.GD22003@jibsheet.com> <51F9484D.9040905@tracker-software.com> <20130731185905.GH22003@jibsheet.com> <51F9660E.4080306@tracker-software.com> <20130801001554.GI22003@jibsheet.com> <51FAB9BC.4000903@tracker-software.com> <20130802144853.GG2203@jibsheet.com> <20130802153237.GJ2203@jibsheet.com> <20130802170423.GL2203@jibsheet.com> <51FBEB0E.6050404@bestpractical.com> <52047589.3000100@tracker-software.com> <5204A02F.70902@tracker-software.com> <5204F071.5000507@tracker-software.com> <520546E1.9090203@bestpractical.com> Message-ID: <328C311131899241A0CD6A885762A6300DF95E2E@m1-mailbox03> Similarly at our site: We observed issues (not just RT) when Apache was started before the Postgres server was ready. During certain testing, it might be necessary to manually restart Apache. Jim -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Friday, August 09, 2013 3:46 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Migration Prep On 08/09/2013 06:36 AM, Paul O'Rorke wrote: > When I look at syslog I see the following during startup: > > > Aug 9 08:28:04 rt4 RT: DBI > connect('dbname=rtdb;host=localhost','rtuser',...) failed: Can't > connect to local MySQL server through socket > '/var/run/mysqld/mysqld.sock' (2) at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 105. > (/usr/local/share/perl/5.14.2/Carp.pm:102) > Aug 9 08:28:05 rt4 RT: DBI > connect('dbname=rtdb;host=localhost','rtuser',...) failed: Can't > connect to local MySQL server through socket > '/var/run/mysqld/mysqld.sock' (2) at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 105. > (/usr/local/share/perl/5.14.2/Carp.pm:102) > Aug 9 08:28:08 rt4 mysqld_safe: Starting mysqld daemon with databases > from /var/lib/mysql Just by looking at the log timestamps, your system is pretty clearly set to start Apache (or whatever is serving RT) before mysql. This isn't RT's fault, but simply the wrong startup ordering for your system. You should change it so Apache/your webserver depends on mysql being started first. How to do so depends on your distribution. -------------- next part -------------- An HTML attachment was scrubbed... URL: From landonstewart at gmail.com Mon Aug 12 14:39:36 2013 From: landonstewart at gmail.com (Landon) Date: Mon, 12 Aug 2013 11:39:36 -0700 Subject: [rt-users] Searching and comparing two date field values instead of value with supplied valid In-Reply-To: <20130812143849.GE2007@jibsheet.com> References: <52073BF4.5030200@xs4all.nl> <20130812143849.GE2007@jibsheet.com> Message-ID: On 12 August 2013 07:38, Kevin Falcone wrote: > On Sun, Aug 11, 2013 at 09:23:32AM +0200, Joop wrote: > > Landon wrote: > > > > Sorry for hijacking your question/thread. > > > > Is there any way to search for tickets while comparing two field > values? > > This doesn't work: > > Queue = 'Incident Reports' AND Created < CF.{SpecialDate} AND > Status = 'new' > > It doesn't like the string "CF.{SpecialDate}" because it's not > enclosed in quotations and > > therefor not a string. Which is what I want to do but cannot I > guess. The error displayed > > on the RT UI is: > > > > Wrong query, expecting a VALUE in 'Queue = 'Incident Reports' AND > Created < > > >CF.{SpecialDate}<--here AND Status = 'new'' > > > > I'm looking at something similar. I would like to check whether the > ResolvedDate is past the > > DueDate but that is also not possible. I seem to remember that this > has been asked before but > > can't seem to find that thread anymore. Probably searching with the > wrong keywords so if > > someone can point me in the right direction, please? > > Unfortunately, RT's TicketSQL cannot compare two fields like that. > It's hard to free up the engineering time required to make it go > right now. Hopefully at some point it'll be part of a customer > requirement and that will speed up implementation. > > OK failing this then perhaps some light can be shed on comparing dates in scrips/modules. What I envision is an action module that goes through each ticket from this condition: --search RT::Search::FromSQL "id < 1000000" The --action being something like "RT::Action::CreationDates" or something that basically loads the ticket and compares the dates and closes tickets whos CF.{ServerCreated} < Created. This way any ticket containing an IP address of a server that was created after the ticket was created can be marked resolved. The help I need though is on comparing dates using RT::Date or something. If I load the CF.{ServerCreated} and the Created value how do I compare them reliably in modules? Would this work? ... my $ServerCreated = DateTime::Format::MySQL->parse_datetime( $ticket->FirstCustomFieldValue('ServerCreated') ); my $Created = DateTime::Format::MySQL->parse_datetime( $ticketObj->Created ); $ticket->SetStatus( 'resolved' ) if $ServerCreated < $Created; ? -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Mon Aug 12 14:45:12 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 12 Aug 2013 11:45:12 -0700 Subject: [rt-users] Searching and comparing two date field values instead of value with supplied valid In-Reply-To: References: <52073BF4.5030200@xs4all.nl> <20130812143849.GE2007@jibsheet.com> Message-ID: <52092D38.2090404@bestpractical.com> On 08/12/2013 11:39 AM, Landon wrote: > The help I need though is on comparing dates using RT::Date or > something. If I load the CF.{ServerCreated} and the Created value how > do I compare them reliably in modules? > > Would this work? > ... > my $ServerCreated = DateTime::Format::MySQL->parse_datetime( > $ticket->FirstCustomFieldValue('ServerCreated') ); > my $Created = DateTime::Format::MySQL->parse_datetime( > $ticketObj->Created ); > $ticket->SetStatus( 'resolved' ) if $ServerCreated < $Created; > ? my $server_created = RT::Date->new( $ticket->CurrentUser ); $server_created->Set( Format => 'sql', Value => $ticket->FirstCustomFieldValue('ServerCreated'), ); if ($server_created->Unix < $ticket->CreatedObj->Unix) { ... } From landonstewart at gmail.com Mon Aug 12 14:48:41 2013 From: landonstewart at gmail.com (Landon) Date: Mon, 12 Aug 2013 11:48:41 -0700 Subject: [rt-users] Searching and comparing two date field values instead of value with supplied valid In-Reply-To: <52092D38.2090404@bestpractical.com> References: <52073BF4.5030200@xs4all.nl> <20130812143849.GE2007@jibsheet.com> <52092D38.2090404@bestpractical.com> Message-ID: On 12 August 2013 11:45, Thomas Sibley wrote: > On 08/12/2013 11:39 AM, Landon wrote: > > The help I need though is on comparing dates using RT::Date or > > something. If I load the CF.{ServerCreated} and the Created value how > > do I compare them reliably in modules? > > > > Would this work? > > ... > > my $ServerCreated = DateTime::Format::MySQL->parse_datetime( > > $ticket->FirstCustomFieldValue('ServerCreated') ); > > my $Created = DateTime::Format::MySQL->parse_datetime( > > $ticketObj->Created ); > > $ticket->SetStatus( 'resolved' ) if $ServerCreated < $Created; > > ? > > my $server_created = RT::Date->new( $ticket->CurrentUser ); > $server_created->Set( > Format => 'sql', > Value => $ticket->FirstCustomFieldValue('ServerCreated'), > ); > > if ($server_created->Unix < $ticket->CreatedObj->Unix) { > ... > } > > Oh niiice. Thanks Thomas! -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From mmcgrath at carthage.edu Mon Aug 12 15:45:21 2013 From: mmcgrath at carthage.edu (Max McGrath) Date: Mon, 12 Aug 2013 14:45:21 -0500 Subject: [rt-users] How to add articles to response Message-ID: Hello - Running rt 4.0.16 -- and this used to work when I was on 4.0.6. When replying to a ticket I see the *Search for Articles matching* and the *Include Article* boxes, but neither of them are working for me (I've tried different browsers). In 4.0.6 there was a drop-down of all the available articles. In 4.0.16 there is a *Go* button that does nothing when I click it. Am I missing something? -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Aug 12 16:18:32 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 12 Aug 2013 16:18:32 -0400 Subject: [rt-users] How to add articles to response In-Reply-To: References: Message-ID: <20130812201832.GG2007@jibsheet.com> On Mon, Aug 12, 2013 at 02:45:21PM -0500, Max McGrath wrote: > Running rt 4.0.16 -- and this used to work when I was on 4.0.6. > When replying to a ticket I see the Search for Articles matching and the Include Article > boxes, but neither of them are working for me (I've tried different browsers). > In 4.0.6 there was a drop-down of all the available articles. In 4.0.16 there is a Go button > that does nothing when I click it. > Am I missing something? This is working for us on a production 4.0.17 instance, so I'd suspect some local change. What kind of local modifications do you have? Can you see the Articles you expect to see if you browse around? Check other permissions and whether or not Classes apply to the right Queues. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From bbaker at copesan.com Mon Aug 12 17:08:38 2013 From: bbaker at copesan.com (Bryon Baker) Date: Mon, 12 Aug 2013 21:08:38 +0000 Subject: [rt-users] Trying to retrive the Queue Description. Message-ID: Can someone help? I am trying to retrieve the description on a queue given the name from a ticket object. Here is what I tried so far. my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; my $qname = $self->TicketObj->QueueObj->Name; my $qdescription = $self->QueueObj->Description (Name = $qname); $RT::Logger->debug("Change Script Found Queue Desc: $description\n"); Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From presnypreklad at gmail.com Tue Aug 13 04:12:54 2013 From: presnypreklad at gmail.com (Nathan Cutler) Date: Tue, 13 Aug 2013 10:12:54 +0200 Subject: [rt-users] sendmailpipe returns EX_TEMPFAIL Message-ID: Greetings: We are having an problem with Postfix sendmail returning "code 75" (EX_TEMPFAIL) on outgoing emails from RT. I have been monitoring the bug and can find no rhyme or reason to it. Most of the time, emails leave RT without any trouble. But occasionally they fail unreproducibly like this: Aug 12 08:01:16 perelman RT: #35212/333905 - Scrip 4 On Create Notify AdminCcs (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:285) Aug 12 08:01:16 perelman RT: : `/usr/sbin/sendmail -oi -t` exited with code 75 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Email.pm:486) Aug 12 08:01:16 perelman RT: : Could not send mail with command `/usr/sbin/sendmail -oi -t`: : `/usr/sbin/sendmail -oi -t` exited with code 75 at /usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Email.pm line 487. Stack: [/usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Email.pm:487] [/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:292] [/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:114] [/usr/lib/perl5/vendor_perl/5.10.0/RT/ScripAction.pm:232] [/usr/lib/perl5/vendor_perl/5.10.0/RT/Scrip.pm:475] [/usr/lib/perl5/vendor_perl/5.10.0/RT/Scrips.pm:188] [/usr/lib/perl5/vendor_perl/5.10.0/RT/Transaction.pm:201] [/usr/lib/perl5/vendor_perl/5.10.0/RT/Record.pm:1504] [/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket.pm:682] [/usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Email.pm:1569] [/usr/share/request-tracker/html/REST/1.0/NoAuth/mail-gateway:61] (/usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Email.pm:491) This is RT 4.0.13 and we are running it on a virtual machine with 8GB of RAM. Free RAM is around 80%, so the problem is not memory-related. There is one other mod_perl application running on the same machine, but adding "PerlOptions +Parent" to the Apache vhost configuration didn't help. (Do I need to add it to the vhost configuration of the other mod_perl app, too?) In RT_SiteConfig.pm I have: Set($SendmailCommand, 'sendmailpipe'); Set($SendmailArguments, '-oi -t'); I'm running a fairly modern Postfix (v. 2.5.13) on a fairly modern OS (SLES11-SP2). Here's apache2ctl -V: # apache2ctl -V Server version: Apache/2.2.12 (Linux/SUSE) Server built: Mar 27 2013 18:47:49 Server's Module Magic Number: 20051115:23 Server loaded: APR 1.3.3, APR-Util 1.3.4 Compiled using: APR 1.3.3, APR-Util 1.3.4 Architecture: 64-bit Server MPM: Prefork threaded: no forked: yes (variable process count) Server compiled with.... -D APACHE_MPM_DIR="server/mpm/prefork" -D APR_HAS_SENDFILE -D APR_HAS_MMAP -D APR_HAVE_IPV6 (IPv4-mapped addresses enabled) -D APR_USE_SYSVSEM_SERIALIZE -D APR_USE_PTHREAD_SERIALIZE -D SINGLE_LISTEN_UNSERIALIZED_ACCEPT -D APR_HAS_OTHER_CHILD -D AP_HAVE_RELIABLE_PIPED_LOGS -D DYNAMIC_MODULE_LIMIT=128 -D HTTPD_ROOT="/srv/www" -D SUEXEC_BIN="/usr/sbin/suexec2" -D DEFAULT_PIDLOG="/var/run/httpd2.pid" -D DEFAULT_SCOREBOARD="logs/apache_runtime_status" -D DEFAULT_LOCKFILE="/var/run/accept.lock" -D DEFAULT_ERRORLOG="/var/log/apache2/error_log" -D AP_TYPES_CONFIG_FILE="/etc/apache2/mime.types" -D SERVER_CONFIG_FILE="/etc/apache2/httpd.conf" What appears to be happening is this: for reasons unknown, occasionally when RT goes to send an email, the sendmailpipe command ('/usr/bin/sendmail -oi -t') gets executed but nothing is piped in. This causes sendmail to report: postfix/sendmail[23352]: fatal: wwwrun(30): No recipient addresses found in message header and RT logs the "code 75" error quoted above. In the web UI, when I look at the transaction "with headers", it says: X-RT-Interface: API MIME-Version: 1.0 X-Mailer: MIME-tools 5.502 (Entity 5.502) Content-Type: text/plain; charset="utf-8" Content-Disposition: inline Content-Transfer-Encoding: binary X-RT-Original-Encoding: ascii RT-Message-ID: Content-Length: 105 Sending the previous mail has failed. Please contact your admin, they can find more details in the logs. Yesterday I added the '-v' switch to the sendmail command line, which is causing mail delivery reports to be sent to a local user on the machine. These mail delivery reports reproduce all the headers. I have not managed to "capture" the bug in this way, yet, however. But as soon as I do I will post the mail delivery report here. Does anyone have any other ideas for debugging this issue? Especially I am interested in how I could confirm or deny that it's related to mod_perl "cohabitation" -- i.e. two different Perl applications in a single mod_perl host? Nathan From presnypreklad at gmail.com Tue Aug 13 04:55:57 2013 From: presnypreklad at gmail.com (Nathan Cutler) Date: Tue, 13 Aug 2013 10:55:57 +0200 Subject: [rt-users] sendmailpipe returns EX_TEMPFAIL In-Reply-To: References: Message-ID: > Does anyone have any other ideas for debugging this issue? Especially > I am interested in how I could confirm or deny that it's related to > mod_perl "cohabitation" -- i.e. two different Perl applications in a > single mod_perl host? I noticed that when I don't have "PerlOptions +Parent" in the apache config, the Perl library search order on the System Configuration page is different than when I do. Here's what it looks like _without_ PerlOptions +Parent (omitting the line numbers which do not copy-paste): Perl library search order /usr/share/request-tracker/local/lib /usr/share/request-tracker/local/plugins/RT-Extension-MergeUsers/lib /usr/lib/perl5/vendor_perl/5.10.0 /usr/lib/perl5/vendor_perl/5.10.0/x86_64-linux-thread-multi /srv/www/perl-lib /srv/www/vhosts/pdb/ /usr/lib/perl5/site_perl/5.10.0/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/x86_64-linux-thread-multi /usr/lib/perl5/5.10.0 . /srv/www Notice lines 5 and 6 which obviously come from the other mod_perl application. Now, here's what it says _with_ PerlOptions +Parent: Perl library search order /usr/share/request-tracker/local/lib /usr/share/request-tracker/local/plugins/RT-Extension-MergeUsers/lib /usr/lib/perl5/vendor_perl/5.10.0 /usr/lib/perl5/vendor_perl/5.10.0/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.10.0/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/x86_64-linux-thread-multi /usr/lib/perl5/5.10.0 . /srv/www So maybe the problem is solved? I did have PerlOptions +Parent in the apache configuration before, but maybe not correctly? I checked the other application's vhosts file and it _does_ have PerlOptions +Parent. Nathan From falcone at bestpractical.com Tue Aug 13 09:27:36 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 13 Aug 2013 09:27:36 -0400 Subject: [rt-users] Trying to retrive the Queue Description. In-Reply-To: References: Message-ID: <20130813132736.GH2007@jibsheet.com> On Mon, Aug 12, 2013 at 09:08:38PM +0000, Bryon Baker wrote: > my $qname = $self->TicketObj->QueueObj->Name; > my $qdescription = $self->QueueObj->Description (Name = $qname); You don't say how this failed (since I expect it was a runtime error in your logs) but compare how in the first line you got a ticket, got the queue, requested the name with the second line where you skipped the ticket and went right to queue. Also, the (Name = $qname) part is nonsense and I'm not sure why you thought you needed it? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From mmcgrath at carthage.edu Tue Aug 13 09:36:28 2013 From: mmcgrath at carthage.edu (Max McGrath) Date: Tue, 13 Aug 2013 08:36:28 -0500 Subject: [rt-users] How to add articles to response In-Reply-To: <20130812201832.GG2007@jibsheet.com> References: <20130812201832.GG2007@jibsheet.com> Message-ID: Was a permissions thing. From what I saw, the Article in question was applied to appropriate queue, but I still was not seeing it. I ended up clicking the *check this box to apply this Class globally to all Queues *and that fixed it. Not sure why it didn't work with how it was originally set up. Thanks Kevin! Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu On Mon, Aug 12, 2013 at 3:18 PM, Kevin Falcone wrote: > On Mon, Aug 12, 2013 at 02:45:21PM -0500, Max McGrath wrote: > > Running rt 4.0.16 -- and this used to work when I was on 4.0.6. > > When replying to a ticket I see the Search for Articles matching and > the Include Article > > boxes, but neither of them are working for me (I've tried different > browsers). > > In 4.0.6 there was a drop-down of all the available articles. In > 4.0.16 there is a Go button > > that does nothing when I click it. > > Am I missing something? > > This is working for us on a production 4.0.17 instance, so I'd suspect > some local change. > > What kind of local modifications do you have? > Can you see the Articles you expect to see if you browse around? > Check other permissions and whether or not Classes apply to the right > Queues. > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mmcgrath at carthage.edu Tue Aug 13 09:38:59 2013 From: mmcgrath at carthage.edu (Max McGrath) Date: Tue, 13 Aug 2013 08:38:59 -0500 Subject: [rt-users] How to add articles to response In-Reply-To: References: <20130812201832.GG2007@jibsheet.com> Message-ID: Nevermind! My mistake... It is working as it is suppose to. It had permissions for a specific queue, and the ticket I was working on was not in that queue. Disregard! Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu On Tue, Aug 13, 2013 at 8:36 AM, Max McGrath wrote: > Was a permissions thing. From what I saw, the Article in question was > applied to appropriate queue, but I still was not seeing it. I ended up > clicking the *check this box to apply this Class globally to all Queues *and > that fixed it. > > Not sure why it didn't work with how it was originally set up. > > Thanks Kevin! > > Max > > -- > Max McGrath > Network Administrator > Carthage College > 262-552-5512 > mmcgrath at carthage.edu > > > On Mon, Aug 12, 2013 at 3:18 PM, Kevin Falcone wrote: > >> On Mon, Aug 12, 2013 at 02:45:21PM -0500, Max McGrath wrote: >> > Running rt 4.0.16 -- and this used to work when I was on 4.0.6. >> > When replying to a ticket I see the Search for Articles matching and >> the Include Article >> > boxes, but neither of them are working for me (I've tried different >> browsers). >> > In 4.0.6 there was a drop-down of all the available articles. In >> 4.0.16 there is a Go button >> > that does nothing when I click it. >> > Am I missing something? >> >> This is working for us on a production 4.0.17 instance, so I'd suspect >> some local change. >> >> What kind of local modifications do you have? >> Can you see the Articles you expect to see if you browse around? >> Check other permissions and whether or not Classes apply to the right >> Queues. >> >> -kevin >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kirby at umbc.edu Tue Aug 13 12:43:08 2013 From: kirby at umbc.edu (Joe Kirby) Date: Tue, 13 Aug 2013 12:43:08 -0400 Subject: [rt-users] RT-at-a-Glance Saved Searches not showing RT System searches In-Reply-To: References: Message-ID: <6589E20D-D3EE-49ED-8F97-D72136A9858D@umbc.edu> Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu On Aug 9, 2013, at 12:00 PM, 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. Lost Root Password (Dennis Comeaux) > 2. Re: Migration Prep (Paul O'Rorke) > 3. Re: nginx / varnish / apache with RT? (Asif Iqbal) > 4. Searching for a string (Bryon Baker) > 5. Re: custom fields on dashboard for new tickets? (window camera) > 6. RT-at-a-Glance Saved Searches not showing RT System searches > (Joe Kirby) > 7. Re: Migration Prep (Paul O'Rorke) > 8. Re: error when replace bpslogo.png file (Chrilly Cheng) > 9. Re: Migration Prep (Paul O'Rorke) > 10. Re: Searching for a string (Nathan Cutler) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Thu, 8 Aug 2013 11:43:47 -0500 > From: Dennis Comeaux > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Lost Root Password > Message-ID: > > Content-Type: text/plain; charset="utf-8" > > Another one of these threads. > > * Root password for Linux known > * RT 3.8.4 > * http://requesttracker.wikia.com/wiki/RecoverRootPassword didn't work > * we have httpd restrictions on the website taht require login that > authenticates against an ldap server > * other users can login... but we can't get in as root.... and root doesn't > seem to have an account on the ldap server > > Anyone have ideas? It looks like RT takes the userid and auth from ldap as > well. > > Can I just make a different account admin level? I need to just move some > users around from one queue to another. I know its the ldap auth. > > > -- > "il n'y a pas de libert? s'il y a d?pendance" > --Theobalt > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: > > ------------------------------ > > Message: 2 > Date: Thu, 08 Aug 2013 10:41:52 -0700 > From: Paul O'Rorke > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Migration Prep > Message-ID: <5203D860.5000504 at tracker-software.com> > Content-Type: text/plain; charset="utf-8"; Format="flowed" > > Just a heads up that running the make upgrade-database on an upgrade > from 3.8.4 to 4.0.17 worked flawlessly once I successfully restored the > DB from mysqldump. > > Thanks for the help and more importantly thanks for fixing that script. > > :-) > > *Paul O?Rorke* > Tracker Software Products > paul at tracker-software.com > > On 8/2/2013 10:23 AM, Thomas Sibley wrote: >> On 08/02/2013 10:04 AM, Kevin Falcone wrote: >>> On Fri, Aug 02, 2013 at 12:49:47PM -0400, Asif Iqbal wrote: >>>> Please show a log of your make upgrade-database step >>>> >>>> * 3.9.8 >>>> * 4.0.1 >>> That's definitely skipping steps. >>> >>> It should read: >>> * 3.9.8 >>> * 4.0.0rc2 >>> * 4.0.0rc4 >>> * 4.0.0rc7 >>> * 4.0.1 >> Paul and Asif, you've helped uncover a regression in RT's upgrade logic >> beginning in 4.0.14. It only affects folks who are upgrading from an RT >> 3.8.x (or older) install to 4.0.14 or higher. If you're upgrading from >> 4.0.0 or higher, you're unaffected. >> >> 4.0.17 will be out shortly to correct this regression. Thanks for your >> time spent debugging on the list. > > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: > > ------------------------------ > > Message: 3 > Date: Thu, 8 Aug 2013 15:28:54 -0400 > From: Asif Iqbal > To: "ktm at rice.edu" > Cc: rt-users Users , Chris Herrmann > > Subject: Re: [rt-users] nginx / varnish / apache with RT? > Message-ID: > > Content-Type: text/plain; charset="iso-8859-1" > > On Tue, Aug 6, 2013 at 12:15 PM, Asif Iqbal wrote: > >> care to share your nginx/fascgi config ? I am seeing one in the >> http://bestpractical.com/docs/rt/latest/web_deployment.html#nginx >> as a start. >> > > I used that from doc with an exception of adding some ssl options and > adding fastcgi_param HTTPS on; > > It works pretty well. And then I found Ruslan has a cool nginx extension in > github. I tried that and it works too > except I do not see an option to run in ssl mode. > > > > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > A: Because it messes up the order in which people normally read text. > Q: Why is top-posting such a bad thing? > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: > > ------------------------------ > > Message: 4 > Date: Thu, 8 Aug 2013 21:12:39 +0000 > From: Bryon Baker > To: "RT Users (rt-users at lists.bestpractical.com)" > > Subject: [rt-users] Searching for a string > Message-ID: > <276f28db77824f58b15b4d6d6d6136fc at BLUPR05MB103.namprd05.prod.outlook.com> > > Content-Type: text/plain; charset="us-ascii" > > I am searching the content of an email for a string using. > > m/'Building: Walgreen Drug Store #\d+/ Does not find text. > > But > > index($t_subject, 'Building: Walgreen Drug Store #'); Does find text. > > I capture the content from the RT log file and found that there is double quotes in the texted. > > Is this why it won't work? > Is this the expected results? > > If this is the expected result how would I search the text using index for the CRLF character? > > Thanks > Bryon Baker > Network Operations Manager > Copesan - Specialists in Pest Solutions > 800-267-3726 * 262-783-6261 ext. 2296 > bbaker at copesan.com > www.copesan.com > "Servicing North America with Local Care" > > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: > > ------------------------------ > > Message: 5 > Date: Thu, 08 Aug 2013 21:41:52 +0000 (GMT) > From: window camera > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] custom fields on dashboard for new tickets? > Message-ID: > Content-Type: text/plain; charset="utf-8"; Format="flowed" > > Thanks all. Worked like a charm! > > > -Rick > > On Aug 05, 2013, at 04:20 PM, window camera wrote: > >> Hi All >> ? >> Could someone point me in the right direction of how we would go about creating bullets and other custom fields for the front dashboard that is used by customer who create tickets? We'd like to create bullets and fields (that are mandatory to choose at least one), for say , etc., to have the user click on when they create a ticket, and that info would be sent to the owner of the ticket so they could work on it. >> >> Thank you for any help you can provide in doing this! >> >> -Rick > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: > > ------------------------------ > > Message: 6 > Date: Thu, 8 Aug 2013 18:48:43 -0400 > From: Joe Kirby > To: rt-users at lists.bestpractical.com > Subject: [rt-users] RT-at-a-Glance Saved Searches not showing RT > System searches > Message-ID: > Content-Type: text/plain; charset=us-ascii > > I would like to know how to make RT System Searches show when the Saved Searches is added to RT-at-a-Glance. > > This is a great feature for My Closed Tickets type reports that are really not needed on the page as its own. > > At this time it seems like only SuperUser gets these. > > Is there a setting that would allow this? > > Thanks in advance > > Joe > > ------------------------------ Usually when I do not hear back on a topic it means that it is either not clear what I am asking for or it is a stupid question. I have looked back through the wiki again with no luck on how to have RT System Searches available to the delivered Saved Search. The reports saved as RT System Searches are available to be placed on the RT-at-a-Glance but do not show up in the Saved Search option. I am trying to avoid having to generate many copies of a system wide report so it shows up in folks Saved Search collection. At the risk of being an annoyance I am reporting Thanks in advance Joe > > Message: 7 > Date: Thu, 08 Aug 2013 21:52:25 -0700 > From: Paul O'Rorke > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Migration Prep > Message-ID: <52047589.3000100 at tracker-software.com> > Content-Type: text/plain; charset="utf-8"; Format="flowed" > > Thanks for all the support. I have a shiny new 4.0.17 ticking away > nicely. Very happy. > > *Paul O?Rorke* > Tracker Software Products > paul at tracker-software.com > > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: > > ------------------------------ > > Message: 8 > Date: Fri, 9 Aug 2013 13:51:09 +0800 > From: Chrilly Cheng > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] error when replace bpslogo.png file > Message-ID: > > Content-Type: text/plain; charset="iso-8859-1" > > Sorry, I didn't notice that function when I was searching to replace png > file in RT location. Thanks for warning me that. I've changed it back. > > Now I can set my logo from Tools->Configuration->Tools->Theme, thanks again > for your help. > > > On Thu, Aug 8, 2013 at 10:34 PM, Kevin Falcone wrote: > >> On Thu, Aug 08, 2013 at 03:26:13PM +0800, Chrilly Cheng wrote: >>> Hi All, >>> I've got an error when I tried to replace the default bpslogo.png >> file with a new one of the >>> same name in RT(/usr/share/request-tracker4/html/NoAuth/images). The >> error log shows as below: >> >> Instead of replacing our logo (which goes with our copyright) why not >> use the Theme Editor we provide to add your own logo to the upper >> righthand corner? >> >> -kevin >> >>> [error]: '<&' without matching '&>' at >>> /usr/share/request-tracker4/html/NoAuth/images/bpslogo.png line 32 >>> (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209) >>> On line 209 of Handler.pm file, it is: >>> sub HTML::Mason::Exception::as_rt_error { >>> my ($self) = @_; >>> $RT::Logger->error( $self->full_message ); #line 209 >>> return "An internal RT error has occurred. Your administrator can >> find more details in RT's >>> log files."; >>> } >>> I checked the Hander.pm file but cant figure out anything. Please >> help. >>> BTW, my RT version is 4.0.7 >> > > > > -- > *Br* > *Vodar* > *It's not where you start -- it's where you finish that count.* > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: > > ------------------------------ > > Message: 9 > Date: Fri, 09 Aug 2013 00:54:23 -0700 > From: Paul O'Rorke > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Migration Prep > Message-ID: <5204A02F.70902 at tracker-software.com> > Content-Type: text/plain; charset="utf-8"; Format="flowed" > > OK - a little premature. > > After running for a few hours I rebooted my new RT and get a database > connect fail. For some reason it's not trying to use a password in DBI > connect: > > Aug 9 00:33:23 rt4 RT: DBI > connect('dbname=rtdb;host=localhost','rtuser',...) failed: Access > denied for user 'rtuser'@'localhost' (using password: NO) at > /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 105. > (/usr/local/share/perl/5.14.2/Carp.pm:102) > > The database name, user and password are all correct in RT_SiteConfig.pm > and I can connect using those credentials from a shell on that box and > can access the right database. > > Any suggestions why I'm seeing (using password: NO) in my logs? I get > something similar at startup/shutdown. > > regards > > *Paul O?Rorke* > Tracker Software Products > paul at tracker-software.com > > > On 8/8/2013 9:52 PM, Paul O'Rorke wrote: >> Thanks for all the support. I have a shiny new 4.0.17 ticking away >> nicely. Very happy. >> >> *Paul O?Rorke* >> Tracker Software Products >> paul at tracker-software.com >> > > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: > > ------------------------------ > > Message: 10 > Date: Fri, 9 Aug 2013 15:27:34 +0200 > From: Nathan Cutler > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Searching for a string > Message-ID: > > Content-Type: text/plain; charset=UTF-8 > >> I am searching the content of an email for a string using. >> >> m/'Building: Walgreen Drug Store #\d+/ Does not find text. >> >> But >> >> index($t_subject, 'Building: Walgreen Drug Store #'); Does find text. > > A few (hopefully helpful) questions: > > 1. Why do have a single-quote character before the word Building in > the first example, but not in the second? > > 2. Can you send an example string that you searching over? > > 3. Better yet, can you send a snippet of your code? > > And a note: if you are trying to capture text, you need parentheses > around the text you intend to capture. Something like this: > >


> #!/usr/bin/perl
> use strict;
> use warnings;
> 
> my $str="And suddenly, there were Building: Walgreen Drug Store
> #235232343434324235521 flies in the tepid air";
> 
> my ($substr) = ($str =~ m/(Building: Walgreen Drug Store #\d+)/);
> print $substr, "\n";
>

> > Also, you don't mention whether this string occurs only in the email > headers, or also in the body? If in the body, will you have to deal > with the possibility of a line break occuring inside the string? > > Nathan > > > ------------------------------ > > -------- > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > End of rt-users Digest, Vol 113, Issue 13 > ***************************************** -------------- next part -------------- An HTML attachment was scrubbed... URL: From lois.bennett at channing.harvard.edu Tue Aug 13 13:40:25 2013 From: lois.bennett at channing.harvard.edu (Lois Bennett) Date: Tue, 13 Aug 2013 13:40:25 -0400 Subject: [rt-users] Migration to RT 4.0.17 from 3.8.9 with new server Message-ID: Hello, I have read the documentation on upgrading and none of the particulars exactly fit. I have a new VM (Centos6). I have installed RT 4.0.17 completely vanilla. Old mysql: mysql Ver 14.12 Distrib 5.0.81, for unknown-linux-gnu (x86_64) using readline 5.2 Old RT is 3.8.9 New mysql: mysql Ver 14.14 Distrib 5.1.66, for redhat-linux-gnu (x86_64) using readline 5.1 All has gone well. I have gotten as far as running make initialize-database. Now what? I am not clear if the next step is to take a dump of the running server and copy it to the new server then run update database? Do I need to do anything to the database before I use it? I see someone else doing this: > 1. make a clone of the existing RT, > 2. upgrade it to 4.0.13 > 3. do a mysqldump on the upgraded clone > 4. restore the dump on the new server. Is it recommended to actually clone the old and upgrade it in place? Could I simply restore a backup from the old on the new and run make upgrade-database I know I will need to setup users, groups, cron, email and probably some other things as well. T hank you for your help. Peace, Lois -- Lois Bennett, MSEE Senior System Administrator Channing Laboratory Brigham & Women's Hospital A Teaching Affiliate of Harvard Medical School and Harvard School of Public Health -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Tue Aug 13 14:45:00 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Tue, 13 Aug 2013 14:45:00 -0400 Subject: [rt-users] MySQL issue - Windows vs. Linux - Table name case seems to matter Message-ID: <4DD6AB329450D847913EA76D7F3C6B8312F7F258@valkyrie.ogp.qvii.com> I'm looking to move all of my MySQL servers from Windows XP systems to Linux. I'm doing testing now & so far all is well, except with RT. I currently am running RT 4.0.17 on Ubuntu 12.04LTS with a MySQL 5.5x database on Windows XP SP3. I am able to successfully backup & restore the database on the Windows machine. However, when I restore it to the new Linux box, I get the following error: ============================================================= root at starbug:/home/admsjc/rt-4.0.17# service apache2 start * Starting web server apache2 [Tue Aug 13 18:40:45 2013] [warning]: DBD::mysql::st execute failed: Table 'rtdb.Users' doesn't exist at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 589. (/usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm:589) [Tue Aug 13 18:40:45 2013] [warning]: RT::Handle=HASH(0xb8986ab4) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 602. DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb8986ab4)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1234 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0xb895ab 10)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1153 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0xb895ab10 )', 'Name', 'RT_System') called at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH( 0xb895ab10)', 'Name', 'RT_System') called at /opt/rt4/sbin/../lib/RT/Record.pm line 375 RT::Record::LoadByCols('RT::CurrentUser=HASH(0xb895ab10)', 'Name', 'RT_System') called at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1098 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0xb895ab10) ', 'Name', 'RT_System') called at /opt/rt4/sbin/../lib/RT/User.pm line 479 RT::User::Load('RT::CurrentUser=HASH(0xb895ab10)', 'RT_System') called at /opt/rt4/sbin/../lib/RT/Handle.pm line 238 RT::Handle::CheckIntegrity('RT::Handle') called at /opt/rt4/sbin/rt-server line 99 require /opt/rt4/sbin/rt-server called at (eval 6) line 3 eval 'package Plack::Sandbox::_2fopt_2frt4_2fsbin_2frt_2dserver; { my $app = do $_file; if ( !$app && ( my $error = $@ || $! )) { die $error; } $app; } ;' called at /usr/share/perl5/Plack/Util.pm line 118 Plack::Util::_load_sandbox('/opt/rt4/sbin/rt-server') called at /usr/share/perl5/Plack/Util.pm line 155 Plack::Util::load_psgi('/opt/rt4/sbin/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 32 Plack::Handler::Apache2::load_app('Plack::Handler::Apache2', '/opt/rt4/sbin/rt-server') called at /usr/share/perl5/Plack/Handler/Apache2.pm line 24 Plack::Handler::Apache2::preload('Plack::Handler::Apache2', '/opt/rt4/sbin/rt-server') called at /etc/apache2/sites-enabled/000-default line 20 eval 'package Apache2::ReadConfig::etc::apache2::sites_enabled::000_default::line_19; #line 19 /etc/apache2/sites-enabled/000-default use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); ;' called at /opt/rt4/sbin/rt-server line 0 (/usr/local/share/perl/5.14.2/Carp.pm:103) [Tue Aug 13 18:40:45 2013] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/Handle.pm line 240. (/opt/rt4/sbin/../lib/RT/Handle.pm:239) RT couldn't connect to the database where tickets are stored. If this is a new installation of RT, you should visit the URL below to configure RT and initialize your database. If this is an existing RT installation, this may indicate a database connectivity problem. The error RT got back when trying to connect to your database was: Couldn't find RT_System user in the DB '' (more error messages after this) ====================================================================== I am able to use the MySQL client tools on the Ubuntu Server running RT to successfully access the RT database. There is something funny I noticed. If I try to execute: SELECT * FROM Users WHERE Name = ?' I get: ERROR 1146 (42S02): Table 'rtdb.Users' doesn't exist If I then go into the RT database & change the "user" table to "User", RT goes further & has the same error for the ticket tables. Did I do something wrong with my backup? Or is this a Windows/Linux issue I've never seen before? Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Tue Aug 13 14:54:28 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Tue, 13 Aug 2013 14:54:28 -0400 Subject: [rt-users] Migration to RT 4.0.17 from 3.8.9 with new server In-Reply-To: References: Message-ID: On Tue, Aug 13, 2013 at 1:40 PM, Lois Bennett < lois.bennett at channing.harvard.edu> wrote: > Hello, > > I have read the documentation on upgrading and none of the particulars > exactly fit. > > I have a new VM (Centos6). I have installed RT 4.0.17 completely vanilla. > > > Old mysql: > mysql Ver 14.12 Distrib 5.0.81, for unknown-linux-gnu (x86_64) using > readline 5.2 > Old RT is 3.8.9 > > New mysql: > mysql Ver 14.14 Distrib 5.1.66, for redhat-linux-gnu (x86_64) using > readline 5.1 > > All has gone well. > > I have gotten as far as running make initialize-database. > > Now what? I am not clear if the next step is to take a dump of the > running server and copy it to the new server then run update database? > > This is what I did as next steps - copy over the RT_SiteConfig.pm from /opt/rt3/etc to /opt/rt4/etc - comment out the plugins - mysql> drop database rt4; - mysql> create database rt4; - # mysql < dump.from.rt3.sql - src/rt-4.0.17# sudo make upgrade-database - uncomment the plugins from RT_SiteConfig.pm - .. follow the rest of the steps from README .. Do I need to do anything to the database before I use it? > > I see someone else doing this: > > 1. make a clone of the existing RT, > > 2. upgrade it to 4.0.13 > > 3. do a mysqldump on the upgraded clone > > 4. restore the dump on the new server. > > Is it recommended to actually clone the old and upgrade it in place? > Could I simply restore a backup from the old on the new and run > make upgrade-database > > I know I will need to setup users, groups, cron, email and probably some > other things as well. > > T > hank you for your help. > > Peace, > Lois > > > -- > Lois Bennett, MSEE > Senior System Administrator > Channing Laboratory > Brigham & Women's Hospital > A Teaching Affiliate of > Harvard Medical School and > Harvard School of Public Health > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From boli at itss.co.tz Tue Aug 13 16:35:43 2013 From: boli at itss.co.tz (Boli) Date: Tue, 13 Aug 2013 23:35:43 +0300 Subject: [rt-users] Re-send a previously attached attachment? Message-ID: <520A989F.3020805@itss.co.tz> Hi All, Apologies if I have missed something obvious. How can I re-send an attachment that has previously been attached to a ticket without downloading it and re-attaching it. For example, if a new requestor or CC is added to a ticket, and I want to get them up to date quickly by referring to previously discussed/attached information. Comments/Suggestions welcomed Regards, Boli -- Network Engineer From manuel.lauk at zeiss.com Tue Aug 13 16:27:30 2013 From: manuel.lauk at zeiss.com (Manuel Lauk) Date: Tue, 13 Aug 2013 22:27:30 +0200 Subject: [rt-users] =?iso-8859-1?q?AUTO=3A_Manuel_Lauk_is_out_of_the_offic?= =?iso-8859-1?q?e_=28R=FCckkehr_am_19=2E08=2E2013=29?= Message-ID: Ich bin bis 19.08.2013 abwesend. In urgent cases please contact SupportCenter Email: suportcenter2.surgical at meditec.zeiss.com Phone: +49 7364 20 6363 Hinweis: Dies ist eine automatische Antwort auf Ihre Nachricht "rt-users Digest, Vol 113, Issue 18" gesendet am 13.08.2013 18:00:02. Diese ist die einzige Benachrichtigung, die Sie empfangen werden, w?hrend diese Person abwesend ist. ---------------------------------------- This message is intended for a particular addressee only and may contain business or company secrets. If you have received this email in error, please contact the sender and delete the message immediately. Any use of this email, including saving, publishing, copying, replication or forwarding of the message or the contents is not permitted. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Kendric.Beachey at garmin.com Tue Aug 13 17:49:54 2013 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Tue, 13 Aug 2013 21:49:54 +0000 Subject: [rt-users] Re-send a previously attached attachment? In-Reply-To: <520A989F.3020805@itss.co.tz> References: <520A989F.3020805@itss.co.tz> Message-ID: <074C3AE4E206DC478AB4FA128B9791411686968F@OLAWPA-EXMB06.ad.garmin.com> Point them to the web view of the ticket? The attachment should be there in the ticket history, so they can download/view it at their leisure. (assuming you don't have a security policy that would prevent this) -- Kendric Beachey -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Boli Sent: Tuesday, August 13, 2013 3:36 PM To: RT users Subject: [rt-users] Re-send a previously attached attachment? Hi All, Apologies if I have missed something obvious. How can I re-send an attachment that has previously been attached to a ticket without downloading it and re-attaching it. For example, if a new requestor or CC is added to a ticket, and I want to get them up to date quickly by referring to previously discussed/attached information. Comments/Suggestions welcomed Regards, Boli -- Network Engineer ________________________________ CONFIDENTIALITY NOTICE: This email and any attachments are for the sole use of the intended recipient(s) and contain information that may be confidential and/or legally privileged. If you have received this email in error, please notify the sender by reply email and delete the message. Any disclosure, copying, distribution or use of this communication (including attachments) by someone other than the intended recipient is prohibited. Thank you. From reg.bestpractical at posterus.com Wed Aug 14 05:50:50 2013 From: reg.bestpractical at posterus.com (Maciej Dobrzanski) Date: Wed, 14 Aug 2013 11:50:50 +0200 Subject: [rt-users] MySQL issue - Windows vs. Linux - Table name case seems to matter In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B8312F7F258@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B8312F7F258@valkyrie.ogp.qvii.com> Message-ID: <011b01ce98d3$c8867720$59936560$@bestpractical@posterus.com> Stephen, MySQL does not maintain internal dictionary where it could keep the list of tables (but InnoDB does for its own purpose!). Instead, MySQL relies on the information from the underlying file system. Since Windows does not care about case of file names, 'users.frm', 'Users.frm' and 'UsErS.frm' are all the same file, in MySQL 'users', 'Users' and 'USERS' will all be the same table. On the other hand, Linux has case sensitive file names, so 'users.frm' and 'Users.frm' are two different files. In this case 'users' and 'Users' also become two different tables. Your problem is easy to fix, but the solution will depend on how the MySQL server on Windows was configured and how the tables were created both in MySQL and on disk. Typically either performing dump & restore or setting lower_case_table_names=1 option (or both) on Linux is enough, however in certain circumstances it may not be. Please refer to this page http://dev.mysql.com/doc/refman/5.5/en/identifier-case-sensitivity.html as it will most likely contain the answers you need. Maciek From scott.dalzell at aveva.com Wed Aug 14 06:22:56 2013 From: scott.dalzell at aveva.com (scott.dalzell) Date: Wed, 14 Aug 2013 03:22:56 -0700 (PDT) Subject: [rt-users] Modify CF dropdown list from external DB based off of another CFs value Message-ID: <1376475776536-55012.post@n7.nabble.com> I have 2 ticket CFs (Version_No and Product) i currently have a perl script to update the Version_No CF drop down list from an external database with a manually set Where value set in the code. (This all works fine for controlling the drop down list values to show only the version numbers for the manually set product) i would now like to modify the code to allow the drop down list to be updated with values which contain the same catagory as the value set in the Product CF, similar to using the Categories are based on Field when you create your own list To do this i have added the following line my $dbwherevalue = $self->TicketObj->FirstCustomFieldValue('Product'); but i also get the following error [error]: Can't locate object method "TicketObj" via package "RT::CustomFieldValues::Version_No" at /opt/rt4/sbin/../lib/RT/CustomFieldValues/Version_No.pm line 60 would someone be able to advice me what to do to resolve this error below is my code -------------------CODE START----------------------- ################################################## ##Prep ################################################## package RT::CustomFieldValues::Version_No; use strict; use warnings; use DBI; use DBD::Mysql; use base qw(RT::CustomFieldValues::External); ################################################## ##List Description ################################################## sub SourceDescription { return 'Version Numbers'; } ################################################## ##VARIABLES ################################################## sub ExternalValues { my $self = shift; # External Database details my $dbhost = "[HostName]"; my $dbtype = "[DatabaseType]"; my $dbname = "[DatabaseName]"; my $dbtable="customfieldvalue"; my $dbcolumn="Name"; my $dbwherecolumn="Category"; #my $dbwherevalue="'Testing1234'"; my $dbwherevalue = $self->TicketObj->FirstCustomFieldValue('Product'); my $dbuser = "[UserName]"; my $dbpass = "[Password]"; my $i = 0; my @res; my $Hostname; ################################################## ##Connect to Database ################################################## #Database on remote server my $dbh = DBI->connect("DBI:$dbtype:$dbname;host=$dbhost", "$dbuser", "$dbpass", { RaiseError => 1 } ); ################################################## ##Run Search of DB for values you wish in CF List ################################################## my $req = "SELECT distinct $dbcolumn FROM $dbtable where $dbwherecolumn=$dbwherevalue"; my $hreq = $dbh->prepare($req); $hreq->execute();; $hreq->bind_columns(\$Hostname); while ($hreq->fetch()){ push @res, { name => $Hostname, description => $Hostname, sortorder => $i++, }; } return \@res; } RT::Base->_ImportOverlays(); 1; -------------------CODE END------------------------- thank you in advanced Scott -- View this message in context: http://requesttracker.8502.n7.nabble.com/Modify-CF-dropdown-list-from-external-DB-based-off-of-another-CFs-value-tp55012.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From drey111 at gmail.com Wed Aug 14 07:23:23 2013 From: drey111 at gmail.com (Joe Harris) Date: Wed, 14 Aug 2013 07:23:23 -0400 Subject: [rt-users] Modify CF dropdown list from external DB based off of another CFs value In-Reply-To: <1376475776536-55012.post@n7.nabble.com> References: <1376475776536-55012.post@n7.nabble.com> Message-ID: I had a similar need. But instead of connecting to an external database from within RT, I put together 2 scripts to check for content change and dump and load my custom fields in cron. In my case, I was pulling time sheet codes which are: client_project and task_code. Each client_project has specific task_codes so task_codes is dependent on client_project. Mine is probably way more complicated than you need and could be done easier in perl. I'm a bash man at heart so here is my method. They could be run from one script as long as the server has access to get to both databases. Since custom fields are added to transactions as the actual field values (and not relational by id's) this was the best way foe me to get this done. During the day if the finance department adds or removes codes, within an hour the RT system is updated. Also in my case, client_project and task_code are each concatenated from 4 fields in my original search (fields 1 and 2 make up client_project and fields 3 and 4 make up task_code). Hope this helps in some way and apologies for the long message... The first script is run on the external server and creates a load file. This script is run every hour between 8am and 5pm from cron. #!/bin/bash NEWFILE=/tmp/codes.txt OLDFILE=/tmp/codes.last /bin/mv $NEWFILE $OLDFILE /usr/bin/psql -A -t -c "select field1,field2 from table where criteria like 'your_criteria' -U postgres_user databasename >$NEWFILE if /usr/bin/diff $NEWFILE $OLDFILE >/dev/null ; then echo "NoChanges" >/tmp/codes.status else echo "Changes" >/tmp/codes.status fi Then on another server, I look at the codes.status file and check for changes. If there are, I pull over the file and dump and load the customfieldvalues table where the customfield is in my case 1 and 2. This script is run 5 minutes after the other one. #!/bin/bash HOME=/path/to/scripts STATUSFILE=/tmp/codes.status LOADFILE=/tmp/codes.txt LASTFILE=/tmp/codes.txt LOGFILE=$HOME/codes.log PGSERVER=RT_PGSERVERNAME_REDACTED PGUSER=RT_USER_REDACTED PGDB=RT_DBNAME_REDACTED TODAY=`date +%Y-%m-%d-%H:%M:%S` echo "Starting script at $TODAY" # Start logging exec > >(tee $LOGFILE) exec 2>&1 #Fetch status file scp root at EXT_SERVERNAME_REDACTED:$STATUSFILE /tmp/ STATUS=`cat $STATUSFILE` echo $STATUS > $LOGFILE if [ $STATUS == "Changes" ] ; then echo "Making Changes">> $LOGFILE # Fetch update file scp root at EXT_SERVERNAME_REDACTED:$LOADFILE /tmp/ # Clean up previous sql load files and remove the old custom fields rm -f $HOME/client_project.* rm -f $HOME/task_code.* rm -f $HOME/sequence.tmp mv $HOME/client_project_backup $HOME/client_project_backup-$TODAY psql -A -t -c "select * from customfieldvalues where customfield='1'" -h $PGSERVER -U $PGUSER $PGDB >>$HOME/client_project_backup psql -A -t -c "select * from customfieldvalues where customfield='2'" -h $PGSERVER -U $PGUSER $PGDB >>$HOME/task_code_backup psql -A -c "delete from customfieldvalues where customfield='1'" -h $PGSERVER -U $PGUSER $PGDB psql -A -c "delete from customfieldvalues where customfield='2'" -h $PGSERVER -U $PGUSER $PGDB # Add a placeholder to notify users that update is taking place psql -A -c "insert into customfieldvalues (customfield,name,creator,created) values ('1','Tasks are being updated. Refresh in 2-5 minutes','22',now())" -h $PGSERVER -U $PGUSER $PGDB # Start numbering echo "5" >$HOME/sequence.tmp # Parse through load file and capture variables to populate Client/Project field OIFS=$IFS IFS=' ' for m in `cat $LOADFILE` do CLIENT=`echo $m|cut -d"|" -f1` PROJECT=`echo $m|cut -d"|" -f2` CLIENTPROJECT="${CLIENT}[${PROJECT}]" echo "$CLIENTPROJECT" >>$HOME/client_project.tmp done # Get Unique Client Project Codes to load to database cat $HOME/client_project.tmp |sort -u >> $HOME/client_project.txt OIFS=$IFS IFS=' ' for c in `cat $HOME/client_project.txt` do NAME=`echo $c |cut -d"|" -f1` # Send load file info to SQL file for troubleshooting, then update the database with the new Client Project Values echo "psql -A -c \"insert into customfieldvalues (customfield,name,creator,created) values ('1','$c','22',now())\" -h $PGSERVER -U $PGUSER $PGDB" >>$HOME/client_project.sql psql -A -c "insert into customfieldvalues (customfield,name,creator,created) values ('1','$c','22',now())" -h $PGSERVER -U $PGUSER $PGDB #Increment sequence file for sorting in the Web GUI sequence=`tail -n1 $HOME/sequence.tmp` SEQUENCE=`expr $sequence + 5` CLEANNAME=`echo $NAME |sed -e 's/\[/\|/g; s/\]//g'` # Using the formatted Client/Project codes, loop through the loadfile and capture Task codes for each Client/Project code OIFS=$IFS IFS=' ' for task in `cat $LOADFILE|grep $CLEANNAME` do TASK=`echo $task|cut -d"|" -f3` CODE=`echo $task|cut -d"|" -f4` CLIENT=`echo $task|cut -d"|" -f1` PROJECT=`echo $task|cut -d"|" -f2` CLIENTPROJECT="${CLIENT}[${PROJECT}]" TASKCODE="${TASK}[${CODE}]" echo "psql -A -c \"insert into customfieldvalues (customfield,name,creator,created,category,sortorder) values ('2','$TASKCODE','22',now(),'$CLIENTPROJECT','$SEQUENCE')\" -h $PGSERVER -U $PGUSER $PGDB" >>$HOME/task_code.sql psql -A -c "insert into customfieldvalues (customfield,name,creator,created,category,sortorder) values ('2','$TASKCODE','22',now(),'$CLIENTPROJECT','$SEQUENCE')" -h $PGSERVER -U $PGUSER $PGDB echo $SEQUENCE >$HOME/sequence.tmp done done psql -A -c "delete from customfieldvalues where name='Tasks are being updated. Refresh in 2-5 minutes'" -h $PGSERVER -U $PGUSER $PGDB echo "Complete" >>$LOGFILE else echo "No Changes">>$LOGFILE fi -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Wed Aug 14 08:19:38 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Wed, 14 Aug 2013 08:19:38 -0400 Subject: [rt-users] MySQL issue - Windows vs. Linux - Table name References: