[rt-users] rt-users Digest, Vol 113, Issue 20
Joe Kirby
kirby at umbc.edu
Wed Aug 14 12:09:52 EDT 2013
Thank You! and will do with replies
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - kirby at umbc.edu
On Aug 14, 2013, at 12:00 PM, rt-users-request at lists.bestpractical.com wrote:
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> Today's Topics:
>
> 1. Re: Modify CF dropdown list from external DB based off of
> another CFs value (Joe Harris)
> 2. Re: MySQL issue - Windows vs. Linux - Table name
> (Cena, Stephen (ext. 300))
> 3. Re: RT-at-a-Glance Saved Searches not showing RT System
> searches (Kevin Falcone)
> 4. Re: sendmailpipe returns EX_TEMPFAIL (Kevin Falcone)
> 5. Re: Re-send a previously attached attachment? (Kevin Falcone)
> 6. Re: sendmailpipe returns EX_TEMPFAIL (Thomas Sibley)
> 7. Groups in LDAP (Donny Brooks)
> 8. RT4 and GIT; RT4 and Eclipse (Lisa Tomalty)
>
>
> ----------------------------------------------------------------------
>
> Message: 1
> Date: Wed, 14 Aug 2013 07:23:23 -0400
> From: Joe Harris <drey111 at gmail.com>
> To: "scott.dalzell" <scott.dalzell at aveva.com>
> Cc: "rt-users at lists.bestpractical.com"
> <rt-users at lists.bestpractical.com>
> Subject: Re: [rt-users] Modify CF dropdown list from external DB based
> off of another CFs value
> Message-ID:
> <CABoWt8TU411HZLZU2BJQW09CG2D_bF57oE_ESjjC-Lk_7msyEA at mail.gmail.com>
> Content-Type: text/plain; charset="iso-8859-1"
>
> 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
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> ------------------------------
>
> Message: 2
> Date: Wed, 14 Aug 2013 08:19:38 -0400
> From: "Cena, Stephen \(ext. 300\)" <SJC at qvii.com>
> To: <rt-users at lists.bestpractical.com>
> Subject: Re: [rt-users] MySQL issue - Windows vs. Linux - Table name
> Message-ID:
> <4DD6AB329450D847913EA76D7F3C6B8312F7F634 at valkyrie.ogp.qvii.com>
> Content-Type: text/plain; charset="us-ascii"
>
> Maciek - I figured it was more a MySQL issue than an RT one. I manually
> went in & changed each table to the correct one (users to Users) and
> that appeared to work. However, this won't fix my problem if I have to
> move several databases over (we have a lot of MySQL dependant apps
> here). Thank you for the link. I'll take a look at it today & see if it
> will help. I'm just glad to know it's a MySQL issue and not an RT one!
>
> Steve
>
>
> ------------------------------
>
> Message: 3
> Date: Wed, 14 Aug 2013 10:33:03 -0400
> From: Kevin Falcone <falcone at bestpractical.com>
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT-at-a-Glance Saved Searches not showing RT
> System searches
> Message-ID: <20130814143303.GI2007 at jibsheet.com>
> Content-Type: text/plain; charset="us-ascii"
>
> Joe - it helps if you trim the rest of the digest when replying.
>
> On Tue, Aug 13, 2013 at 12:43:08PM -0400, Joe Kirby wrote:
>>>
>>> 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
>>
>> 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
>
> RT System Searches don't automatically show up for all users unless
> their name is in a specific format (compare with the system default
> searches we ship). I consider this an oversight, and it'll probably
> be fixed in a future release. At this time, your best solution is
> finding the widest group you can and assigning the search to that
> group.
>
> -kevin
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> ------------------------------
>
> Message: 4
> Date: Wed, 14 Aug 2013 10:35:25 -0400
> From: Kevin Falcone <falcone at bestpractical.com>
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] sendmailpipe returns EX_TEMPFAIL
> Message-ID: <20130814143525.GJ2007 at jibsheet.com>
> Content-Type: text/plain; charset="us-ascii"
>
> On Tue, Aug 13, 2013 at 10:55:57AM +0200, Nathan Cutler wrote:
>>> 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.
>
> While PerlOptions +Parent is important if you need to run two mod_perl
> apps, you should keep your log in place, and possibly dig up one of
> the shims from the mailing list archives that has been used to debug
> this.
>
> In the past, it was bugs in mod_perl and the handler type, but it's
> nearly impossible to debug from the standard RT debug and mail logs.
>
> -kevin
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> ------------------------------
>
> Message: 5
> Date: Wed, 14 Aug 2013 10:36:17 -0400
> From: Kevin Falcone <falcone at bestpractical.com>
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Re-send a previously attached attachment?
> Message-ID: <20130814143617.GK2007 at jibsheet.com>
> Content-Type: text/plain; charset="us-ascii"
>
> On Tue, Aug 13, 2013 at 09:49:54PM +0000, Beachey, Kendric wrote:
>>
>>> -----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,
>>
>> 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)
>
> The alternate (attaching a previously attached attachment to a new
> reply) is something we've explored in a few branches with clients, but
> nothing we've written has stuck or been right for mainstream release.
>
> -kevin
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> ------------------------------
>
> Message: 6
> Date: Wed, 14 Aug 2013 08:19:14 -0700
> From: Thomas Sibley <trs at bestpractical.com>
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] sendmailpipe returns EX_TEMPFAIL
> Message-ID: <520B9FF2.7080903 at bestpractical.com>
> Content-Type: text/plain; charset=UTF-8
>
> On 08/14/2013 07:35 AM, Kevin Falcone wrote:
>>> 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.
>>
>> While PerlOptions +Parent is important if you need to run two mod_perl
>> apps, you should keep your log in place, and possibly dig up one of
>> the shims from the mailing list archives that has been used to debug
>> this.
>>
>> In the past, it was bugs in mod_perl and the handler type, but it's
>> nearly impossible to debug from the standard RT debug and mail logs.
>
> Adding on to what Kevin said...
>
> You could also just save yourself some time and switch to a different
> deployment option for RT. Running it under mod_fastcgi or mod_fcgid is
> simple and would avoid any mod_perl bugs with +Parent. Why fight with
> mod_perl?
>
>
> ------------------------------
>
> Message: 7
> Date: Wed, 14 Aug 2013 10:42:46 -0500
> From: "Donny Brooks" <dbrooks at mdah.state.ms.us>
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Groups in LDAP
> Message-ID: <7597-520ba580-5-2262d0c0 at 25267501>
> Content-Type: text/plain; charset="utf-8"
>
> I have successfully setup RT4.0.17 on a CentOS 6.4 machine with RT::Authen::ExternalAuth to authenticate against our OpenLDAP. My question is, can I have certain groups in LDAP that are automatically privileged in RT? Like setup a helpdesk group and everyone in there are automatically set with the proper abilities.
> --
>
> Donny B.
>
>
> ------------------------------
>
> Message: 8
> Date: Wed, 14 Aug 2013 15:47:52 +0000
> From: Lisa Tomalty <ltomalty at uwaterloo.ca>
> To: "rt-users at lists.bestpractical.com"
> <rt-users at lists.bestpractical.com>
> Subject: [rt-users] RT4 and GIT; RT4 and Eclipse
> Message-ID: <360FA71407D1624082F4F84DBACABD541220677C at connmbx5>
> Content-Type: text/plain; charset="us-ascii"
>
>
> 1) Re: GIT <-> RT4 integration:
> ---Does anyone know of a way to tie a "commit" (in GIT) to a ticket in RT4, by putting an RT ticket # in the commit (and, ideally, back to the code)?
>
> 2) Does anyone know of a way to connect Eclipse and RT4 (mylin used to do this with an older version of RT)?
>
> Thanks!
> Lisa :)
>
> --------------------------------------------------------------------------------
> Lisa Tomalty
> Information Systems & Technology/Arts Computing Office
>
> MC 2052/PAS 2023
> University of Waterloo
> Waterloo, Ontario, Canada
> MC2025/PAS1083
> (519) 888-4567 X35873
> ltomalty at uwaterloo.ca<mailto:ltomalty at uwaterloo.ca>
>
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>
> End of rt-users Digest, Vol 113, Issue 20
> *****************************************
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