From service at raytex-bg.com  Fri Feb  1 03:01:35 2013
From: service at raytex-bg.com (Danislav Dishkov)
Date: Fri, 01 Feb 2013 10:01:35 +0200
Subject: [rt-users] custom Bulgarian translate
Message-ID: <20130201080135.6d89a28f@raymail.mine.nu>

Hi, 
How can I make my own translate to Bulgarian language. For example I want to change "ticket" (?????) ??( ??????) -like a "task" in English and other words. 
Thanks! 

Danislav Dishkov 


From ruz at bestpractical.com  Fri Feb  1 04:12:02 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 1 Feb 2013 13:12:02 +0400
Subject: [rt-users] custom Bulgarian translate
In-Reply-To: <20130201080135.6d89a28f@raymail.mine.nu>
References: <20130201080135.6d89a28f@raymail.mine.nu>
Message-ID: <CAMOxC8ufYKDNkE_ibpM9UPsNy-YSjKsc6Zw=mVp-huTTe0YDpQ@mail.gmail.com>

On Fri, Feb 1, 2013 at 12:01 PM, Danislav Dishkov <service at raytex-bg.com> wrote:
> Hi,
> How can I make my own translate to Bulgarian language. For example I want to change "ticket" (?????) ??( ??????) -like a "task" in English and other words.
> Thanks!

local/po/bg.po:

msgid ""
msgstr ""

msgid "ticket"
msgstr "??????"

...




>
> Danislav Dishkov



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Fri Feb  1 04:18:38 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 1 Feb 2013 13:18:38 +0400
Subject: [rt-users] custom Bulgarian translate
In-Reply-To: <CAMOxC8ufYKDNkE_ibpM9UPsNy-YSjKsc6Zw=mVp-huTTe0YDpQ@mail.gmail.com>
References: <20130201080135.6d89a28f@raymail.mine.nu>
	<CAMOxC8ufYKDNkE_ibpM9UPsNy-YSjKsc6Zw=mVp-huTTe0YDpQ@mail.gmail.com>
Message-ID: <CAMOxC8uwN92nxMEmzCyu1Qr2PoXPCaChQawKDUn=n_tmsF=GFA@mail.gmail.com>

Hi,

????? - I don't think it's good translation in Bulgarian. Russian
translation uses ??????. Consider updating Bg translation on
launchpad, so others can help you convert it and win from better
translation.

On Fri, Feb 1, 2013 at 1:12 PM, Ruslan Zakirov <ruz at bestpractical.com> wrote:
> On Fri, Feb 1, 2013 at 12:01 PM, Danislav Dishkov <service at raytex-bg.com> wrote:
>> Hi,
>> How can I make my own translate to Bulgarian language. For example I want to change "ticket" (?????) ??( ??????) -like a "task" in English and other words.
>> Thanks!
>
> local/po/bg.po:
>
> msgid ""
> msgstr ""
>
> msgid "ticket"
> msgstr "??????"
>
> ...
>
>
>
>
>>
>> Danislav Dishkov
>
>
>
> --
> Best regards, Ruslan.



-- 
Best regards, Ruslan.


From Thomas.Lau at principleone.com  Fri Feb  1 04:53:52 2013
From: Thomas.Lau at principleone.com (Thomas Lau)
Date: Fri, 1 Feb 2013 09:53:52 +0000
Subject: [rt-users] RT: Scrip IsApplicable died?
In-Reply-To: <CAMOxC8vLtjb-RSgaYGVU0cdsrnn03o+UB-=k0Px3ZMwLdKRUvQ@mail.gmail.com>
References: <8BFBF14CE1F57C46A863FE2E8F367A89029E39E2@p1hkdcwx03.hk.principleone.com>
	<CAMOxC8vLtjb-RSgaYGVU0cdsrnn03o+UB-=k0Px3ZMwLdKRUvQ@mail.gmail.com>
Message-ID: <8BFBF14CE1F57C46A863FE2E8F367A89029E595F@p1hkdcwx03.hk.principleone.com>

Dear Ruslan,

How could I tell? Which one is the core problem?


-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: Thursday, January 31, 2013 7:40 PM
To: Thomas Lau
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT: Scrip IsApplicable died?

Hi,

@Plugins options is set incorrectly or permissions on files are incorrect.

On Thu, Jan 31, 2013 at 9:50 AM, Thomas Lau <Thomas.Lau at principleone.com> wrote:
> Hi all, after install command by email. Something strange appear on my 
> message log:
>
>
>
> RT: Scrip IsApplicable 43 died. - Require of 
> RT::Condition::SLA_RequireStartsSet failed.#012Can't locate 
> RT/Condition/SLA_RequireStartsSet.pm in @INC (@INC contains:
> /opt/rt4/sbin/../local/lib
> /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib 
> /opt/rt4/sbin/../lib
> /usr/local/lib64/perl5 /usr/local/share/perl5 
> /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl 
> /usr/lib64/perl5 /usr/share/perl5 . /etc/httpd) at (eval 2487) line 
> 3.#012#012Stack:#012  [(eval 2487):3]#012
> [/opt/rt4/sbin/../lib/RT/Scrip.pm:404]#012
> [/opt/rt4/sbin/../lib/RT/Scrips.pm:225]#012
> [/opt/rt4/sbin/../lib/RT/Transaction.pm:179]#012
> [/opt/rt4/sbin/../lib/RT/Record.pm:1493]#012
> [/opt/rt4/sbin/../lib/RT/Ticket.pm:676]#012
> [/opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Em
> ail/Filter/TakeAction.pm:531]#012
> [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1664]#012
> [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1481]#012
> [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]#012#012#012Stack
> :#012
> [/opt/rt4/sbin/../lib/RT/ScripCondition.pm:171]#012
> [/opt/rt4/sbin/../lib/RT/Scrip.pm:404]#012
> [/opt/rt4/sbin/../lib/RT/Scrips.pm:225]#012
> [/opt/rt4/sbin/../lib/RT/Transaction.pm:179]#012
> [/opt/rt4/sbin/../lib/RT/Record.pm:1493]#012
> [/opt/rt4/sbin/../lib/RT/Ticket.pm:676]#012
> [/opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Em
> ail/Filter/TakeAction.pm:531]#012
> [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1664]#012
> [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1481]#012
> [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]
> (/opt/rt4/sbin/../lib/RT/Scrip.pm:419)
>
>
>
> But SLA_RequireStartsSet.pm is in location of 
> /opt/rt4/local/plugins/RT-Extension-SLA/lib/RT/Condition/SLA_RequireSt
> artsSet.pm
>
>
>
> How could I modify to make the error message disappear ?
>
> Thomas Lau
> Senior Technology Analyst
> Principle One Limited
> 27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong
> T  +852 3555 2217     F  +852 3555 2222      M  +852 9880 1217
>
> Hong Kong   .   Singapore   .   Tokyo
>
>



--
Best regards, Ruslan.

From Raed.El-Hames at daisygroupplc.com  Fri Feb  1 06:10:59 2013
From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames)
Date: Fri, 1 Feb 2013 11:10:59 +0000
Subject: [rt-users] How to customize in local/lib
In-Reply-To: <892593C9CA8E25458C440A63DDC6774D2FB70952@DG-HEXMBX02.daisy.group>
References: <892593C9CA8E25458C440A63DDC6774D2FB6F7AC@DG-HEXMBX02.daisy.group>
	<510AA4C0.5050504@bestpractical.com>
	<892593C9CA8E25458C440A63DDC6774D2FB70909@DG-HEXMBX02.daisy.group>
	<510AACE3.3000503@bestpractical.com>
	<892593C9CA8E25458C440A63DDC6774D2FB70952@DG-HEXMBX02.daisy.group>
Message-ID: <892593C9CA8E25458C440A63DDC6774D2FB7104F@DG-HEXMBX02.daisy.group>

Any advice on this , Thomas or anyone ??

Roy


Visit our website today www.daisygroupplc.com

Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR
Company Registration Number: 4145329 |   VAT Number: 722471355
Daisy Communications Limited is a company registered in England and Wales.
DISCLAIMER

This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient?s system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company?s policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liability arising.

If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender.  In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise.

WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments.
NOTICE TO CUSTOMERS
If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Raed El-Hames
Sent: 31 January 2013 18:05
To: Thomas Sibley; RT Users
Subject: Re: [rt-users] How to customize in local/lib

Need to remember reply all.
Attached is my Tickets_Local.pm, please note my changes are commented by " Added by Daisy"

UserQueues is a table that populates once a day --via cron--  with id,Uid and Qid ; Uid being a user id and Qid is a queue id that a user is directly an Admin Cc on.
Using factory I created UserQueue.pm and UserQueues.pm , I can attach them for you, but really there is nothing effecting this in them.

-If you wondering why, we have many queues with many users , and  _UserQueueLimit used to build a list of active tickets that a user is admin Cc on, doing it this way avoids having to build a join with Groups/GroupMembers/CachedGroupMembers etc , the page associated with the search have an average refresh of 2 minutes, for around 50 support users so needed a quicker more efficient alternative to the typical search join.

 > Copying an entire .pm is really wrong.
I know , hence my question :)

Appreciate your help, and looking forward to your advice.

Roy


Visit our website today www.daisygroupplc.com

Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR
Company Registration Number: 4145329 |   VAT Number: 722471355
Daisy Communications Limited is a company registered in England and Wales.
DISCLAIMER

This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient?s system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company?s policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liability arising.

If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender.  In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise.

WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments.
NOTICE TO CUSTOMERS
If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: 31 January 2013 17:42
To: RT Users
Subject: Re: [rt-users] How to customize in local/lib

On 01/31/2013 09:36 AM, Raed El-Hames wrote:
> Thanks Thomas, I will use Local from now on .. Is Tickets.pm an
> exception though?? Just tried moving local/lib/RT/Tickets.pm to
> local/lib/RT/Tickets_Local.pm , I copied over the whole module and
> modified adding to '%FIELD_METADATA ' and to 'our %dispatch' and a
> function that I need, and now none of the searches work , including
> the home page, I get error:
>
> The 'message' parameter ("Unknown field 'UserQueueOp' in 'Status !=
> 'resolved' AND Status != 'completed' AND UserQueueOp LIKE
> '__CurrentUser__'' at /opt/rt4/sbin/../lib/RT/Tickets_SQL.pm line 200.
>
> If I keep it as local/lib/RT/Tickets.pm , all works ok ??

Please keep messages on the list.

No, there isn't an exception for Tickets.pm.  Please show the code you're using, otherwise we can only guess.

Copying an entire .pm is really wrong.

From wvanvliet at eurotrol.com  Fri Feb  1 08:00:56 2013
From: wvanvliet at eurotrol.com (wvanvliet)
Date: Fri, 1 Feb 2013 05:00:56 -0800 (PST)
Subject: [rt-users] Query Builder - Search queries resolved after due-date
Message-ID: <1359723656436-52562.post@n7.nabble.com>

Hi,

Is it possible to search for tickets which were resolved too late, as in,
after their due date?
For example, I would like to search for all tickets of last month, which had
a resolved date after their due date.

I tried by setting Resolved > 'Due', but the results are quite random.

Thank you,

Wim Jaap van Vliet



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Query-Builder-Search-queries-resolved-after-due-date-tp52562.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From mail at psvlan.com  Fri Feb  1 10:14:07 2013
From: mail at psvlan.com (Sergey Putko)
Date: Fri, 1 Feb 2013 17:14:07 +0200
Subject: [rt-users] History.html pagination
In-Reply-To: <5F4FD5C4-DC84-4F25-B7CB-48CF06ADEDC8@psvlan.com>
References: <5F4FD5C4-DC84-4F25-B7CB-48CF06ADEDC8@psvlan.com>
Message-ID: <8F4983A5-B826-4CF8-B72A-8FDD5B55E95D@psvlan.com>

Hello,

Is it possible to enable pagination(like rows per page) for History.html? Or maybe I can use some plugins for this?
Because some tickets with ~500 replays/comments too hard for load, so maybe I can split it to 50 replays/comments per page?

Thanks.

From bones at rmtc.fedex.com  Fri Feb  1 11:31:53 2013
From: bones at rmtc.fedex.com (Don Beethe)
Date: Fri, 1 Feb 2013 09:31:53 -0700
Subject: [rt-users] Approval in rt4
Message-ID: <00e801ce0099$a5dd1990$f1974cb0$@rmtc.fedex.com>

Is there a way to set up approvals on a per ticket basis in rt4? We have a
variety of tickets coming to our sysadmin queue. Some are for accounts on
servers which require management approval. We need to request approval only
on those tickets, not all tickets in the sysadmin queue. Is this possible? 

 

 

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From ruz at bestpractical.com  Fri Feb  1 18:05:25 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 2 Feb 2013 03:05:25 +0400
Subject: [rt-users] Query Builder - Search queries resolved after
	due-date
In-Reply-To: <1359723656436-52562.post@n7.nabble.com>
References: <1359723656436-52562.post@n7.nabble.com>
Message-ID: <CAMOxC8u+C5VgKh9zWCDbEWRhazbmc3vLftkDLpXs7HXxKVCP+A@mail.gmail.com>

On Fri, Feb 1, 2013 at 5:00 PM, wvanvliet <wvanvliet at eurotrol.com> wrote:
> Hi,
>
> Is it possible to search for tickets which were resolved too late, as in,
> after their due date?
> For example, I would like to search for all tickets of last month, which had
> a resolved date after their due date.
>
> I tried by setting Resolved > 'Due', but the results are quite random.

Not at the moment. Some code we plan to include into 4.2 (charts
improvements) will move us closer to implement this, but still it will
need some work that is not scheduled at this moment.

> Thank you,
>
> Wim Jaap van Vliet
>
>
>
> --
> View this message in context: http://requesttracker.8502.n7.nabble.com/Query-Builder-Search-queries-resolved-after-due-date-tp52562.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.



-- 
Best regards, Ruslan.


From benp at reed.edu  Fri Feb  1 20:03:45 2013
From: benp at reed.edu (Ben Poliakoff)
Date: Fri, 1 Feb 2013 17:03:45 -0800
Subject: [rt-users] Full text indexing failure (invalid byte sequence for
 encoding "UTF8")
Message-ID: <20130202010344.GA22419@garage.reed.edu>

We're currently running RT 4.0.5-3~bpo60+1 (from Debian backports) with
Postgresql 8.4.12-0squeeze1.

Recently I tried to enable full text search following the instructions
here:

    http://blog.bestpractical.com/2011/06/full-text-searching.html

...but ran into this error an hour into the initial "rt-fulltext-indexer
--all":

    [crit]: error: ERROR:  invalid byte sequence for encoding "UTF8": 0xfc
    HINT:  This error can also happen if the byte sequence does not
      match the encoding expected by the server, which is controlled by
      "client_encoding". at /usr/sbin/rt-fulltext-indexer-4 line 375.
      (/usr/share/request-tracker4/lib/RT.pm:351)

Subsequent runs of the same command end with the same error.

The encoding for the rt4 db has been set to utf8 for as long as I can
recall.  I assume this relates to some data inserted into the db ages
ago when client_encoding was something other than utf8, or in a previous
version of postgresql which might have been less stringent about input.

There is a FAQ about 'invalid byte sequence for encoding' but I'm not
sure that this is the same issue.

Anyone else been through this sort of issue?  Would it be better to take
the question to a postgresql list?

Ben

-- 
________________________________________________________________________
pub   4096R/318B6A97 2009-05-11 Ben Poliakoff <benp at reed.edu>
 Primary key fingerprint: 3F23 EBC8 B73E 92B7 0A67  705A 8219 DCF0 318B 6A97
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From alexmv at bestpractical.com  Fri Feb  1 20:36:22 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Fri, 01 Feb 2013 20:36:22 -0500
Subject: [rt-users] Full text indexing failure (invalid byte sequence
 for encoding "UTF8")
In-Reply-To: <20130202010344.GA22419@garage.reed.edu>
References: <20130202010344.GA22419@garage.reed.edu>
Message-ID: <1359768982.19834.35.camel@umgah.localdomain>

On Fri, 2013-02-01 at 17:03 -0800, Ben Poliakoff wrote:
> We're currently running RT 4.0.5-3~bpo60+1 (from Debian backports) with
> Postgresql 8.4.12-0squeeze1.

This is fixed in RT 4.0.9 and above, wich resolve this issue by skipping
the attachment with bad data.  RT 4.0.7 and above are better about not
trusting emails which claim to be "utf-8", which prevents the bad data
from getting in in the first place, which is the likely cause here, and
which older Pg allowed.
 - Alex



From dominic.hargreaves at it.ox.ac.uk  Sat Feb  2 11:13:12 2013
From: dominic.hargreaves at it.ox.ac.uk (Dominic Hargreaves)
Date: Sat, 2 Feb 2013 16:13:12 +0000
Subject: [rt-users] Debian package status / Full text indexing failure
 (invalid byte sequence for encoding "UTF8")
In-Reply-To: <1359768982.19834.35.camel@umgah.localdomain>
References: <20130202010344.GA22419@garage.reed.edu>
	<1359768982.19834.35.camel@umgah.localdomain>
Message-ID: <20130202161312.GA20177@stranger-here-myself.oucs.ox.ac.uk>

On Fri, Feb 01, 2013 at 08:36:22PM -0500, Alex Vandiver wrote:
> On Fri, 2013-02-01 at 17:03 -0800, Ben Poliakoff wrote:
> > We're currently running RT 4.0.5-3~bpo60+1 (from Debian backports) with
> > Postgresql 8.4.12-0squeeze1.
> 
> This is fixed in RT 4.0.9 and above, wich resolve this issue by skipping
> the attachment with bad data.  RT 4.0.7 and above are better about not
> trusting emails which claim to be "utf-8", which prevents the bad data
> from getting in in the first place, which is the likely cause here, and
> which older Pg allowed.

The good news is that Debian backports now has 4.0.7 (I've just
uploaded 4.0.7-4~bpo60+1 which has a few extra fixes compared to
4.0.7-2~bpo60+1). The bad news is that since Debian is in freeze,
4.0.9 or above won't be hitting Debian any time soon (except possibly
experimental, if someone asks nicely :)

However, I do encourage people who are using the Debian packages to
report bugs that affect them to the BTS even if they are fixed in newer
upstream releases; if they seem serious enough, it's still possible
to fix important bugs in Debian before the release.

-- 
Dominic Hargreaves, Systems Development and Support Section
IT Services, University of Oxford
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From jra at baylink.com  Sat Feb  2 12:15:43 2013
From: jra at baylink.com (Jay Ashworth)
Date: Sat, 2 Feb 2013 12:15:43 -0500 (EST)
Subject: [rt-users] RightsMatrix and AssetTracker status in 4.x?
Message-ID: <6179448.4600.1359825343052.JavaMail.root@benjamin.baylink.com>

I'm about to set up a test 4.x instance, as a production one will probably
be the first thing I'm tasked with if I get a new job I'm vying for.

The two things I'm probably most interested in are RightsMatrix and AT;
what is the current status of these against rt4.x? 

Out of date?
Up to date?
No longer necessary as they're integrated?

In other news, has anything resembling a "Customer File" ever shown up? :-)

(My application will be municipal, and I'll need a good way to deal with
a ticket field picking from a fixed database of street addresses, which 
which reporter emails may be associated.)

Cheers,
-- jra
-- 
Jay R. Ashworth                  Baylink                       jra at baylink.com
Designer                     The Things I Think                       RFC 2100
Ashworth & Associates     http://baylink.pitas.com         2000 Land Rover DII
St Petersburg FL USA               #natog                      +1 727 647 1274


From cwfox at us.fujitsu.com  Sat Feb  2 12:44:53 2013
From: cwfox at us.fujitsu.com (Camron W. Fox)
Date: Sat, 02 Feb 2013 07:44:53 -1000
Subject: [rt-users] Recommended Upgrade Path
In-Reply-To: <20130127172941.GC4750@jibsheet.com>
References: <51037ABD.6040602@us.fujitsu.com>
	<20130127172941.GC4750@jibsheet.com>
Message-ID: <510D5095.3060804@us.fujitsu.com>

On 13/01/27 7:29 AM, Kevin Falcone wrote:
> On Fri, Jan 25, 2013 at 08:42:05PM -1000, Camron W. Fox wrote:
>> 	We have been running RT V3.6.6 for the last five years, with no
>> upgrades due to customer (and management) paranoia.
>>
>> 	We are now starting a new contract with the same customer, and a new
>> installation is at hand. Clearly, we would like to run the up to date
>> product, as V3.6.6 is now an unsupported release.
>>
>> 	Does anyone have any recommendations as to the best practice for an
>> upgrade path to V4.0.9? We need to keep the old data, of course.
> 
> Have you reviewed UPGRADING-3.6 UPGRADING-3.8 UPGRADING-4.0 shipped in
> RT4's docs/ directory and also available on
> http://docs.bestpractical.com ?  They provide our recommended upgrade
> path.  Step 2 and 6b of the README also lay out similar information
> and pointers.
> 
> There's also a blog post laying out pointers to the information
> provided in all of those documents.
> http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html
> 
> -kevin
> 
Kevin,

	As all of the equipment is new, I would like to, if at all possible, to
install 4.0.9 from scratch on one of the new machines and import the DB
data from the old 3.6.6 installation.

	I'd rather not migrate the 3.6.6 installation to a new machine and then
have to upgrade to the 4.0.9 version on that machine. Seems like we
should be able to simplify the procedure.

Best Regards,
Camron


-- 
Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu Management Services of America, Inc.
E-mail:		cwfox at us.fujitsu.com



From iainr at inf.ed.ac.uk  Sat Feb  2 13:41:15 2013
From: iainr at inf.ed.ac.uk (Iain Rae)
Date: Sat, 02 Feb 2013 18:41:15 +0000
Subject: [rt-users] Recommended Upgrade Path
In-Reply-To: <510D5095.3060804@us.fujitsu.com>
References: <51037ABD.6040602@us.fujitsu.com>	<20130127172941.GC4750@jibsheet.com>
	<510D5095.3060804@us.fujitsu.com>
Message-ID: <510D5DCB.3030402@inf.ed.ac.uk>

On 02/02/13 17:44, Camron W. Fox wrote:
> On 13/01/27 7:29 AM, Kevin Falcone wrote:
>> On Fri, Jan 25, 2013 at 08:42:05PM -1000, Camron W. Fox wrote:
>>> 	We have been running RT V3.6.6 for the last five years, with no
>>> upgrades due to customer (and management) paranoia.
>>>
>>> 	We are now starting a new contract with the same customer, and a new
>>> installation is at hand. Clearly, we would like to run the up to date
>>> product, as V3.6.6 is now an unsupported release.
>>>
>>> 	Does anyone have any recommendations as to the best practice for an
>>> upgrade path to V4.0.9? We need to keep the old data, of course.
>> Have you reviewed UPGRADING-3.6 UPGRADING-3.8 UPGRADING-4.0 shipped in
>> RT4's docs/ directory and also available on
>> http://docs.bestpractical.com ?  They provide our recommended upgrade
>> path.  Step 2 and 6b of the README also lay out similar information
>> and pointers.
>>
>> There's also a blog post laying out pointers to the information
>> provided in all of those documents.
>> http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html
>>
>> -kevin
>>
> Kevin,
>
> 	As all of the equipment is new, I would like to, if at all possible, to
> install 4.0.9 from scratch on one of the new machines and import the DB
> data from the old 3.6.6 installation.
>
> 	I'd rather not migrate the 3.6.6 installation to a new machine and then
> have to upgrade to the 4.0.9 version on that machine. Seems like we
> should be able to simplify the procedure.
>

we've just done this and it was completely painless. Just follow 
Updating.sql. I think the only thing that wasn't automatically scripted 
was changing the table types from MyISAM to INNODB.




> Best Regards,
> Camron
>
>


-- 
The University of Edinburgh is a charitable body, registered in
Scotland, with registration number SC005336.



From trs at bestpractical.com  Sat Feb  2 13:52:32 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Sat, 02 Feb 2013 10:52:32 -0800
Subject: [rt-users] Recommended Upgrade Path
In-Reply-To: <510D5095.3060804@us.fujitsu.com>
References: <51037ABD.6040602@us.fujitsu.com>
	<20130127172941.GC4750@jibsheet.com>
	<510D5095.3060804@us.fujitsu.com>
Message-ID: <510D6070.9000208@bestpractical.com>

On 02/02/2013 09:44 AM, Camron W. Fox wrote:
> 	As all of the equipment is new, I would like to, if at all possible, to
> install 4.0.9 from scratch on one of the new machines and import the DB
> data from the old 3.6.6 installation.
> 
> 	I'd rather not migrate the 3.6.6 installation to a new machine and then
> have to upgrade to the 4.0.9 version on that machine. Seems like we
> should be able to simplify the procedure.

Nothing in the docs claims you have to migrate the old installation,
just the old data.  What you describe wanting is a very normal upgrade
process for RT.



From subin at opensourcesolutions.co.in  Sun Feb  3 06:44:03 2013
From: subin at opensourcesolutions.co.in (Subin)
Date: Sun, 03 Feb 2013 17:14:03 +0530
Subject: [rt-users] is default sphinx.conf  'sql_query' enough?
Message-ID: <510E4D83.60806@opensourcesolutions.co.in>

Hello all,

Isetup RT v4 with fulltext with indexing.I used the default sphinx.conf 
generated
where the 'sql_query' to fetch data for indexing is like:

/*sql_query  = \ SELECT a.id, a.content FROM Attachments a \
JOIN Transactions txn ON a.TransactionId = txn.id AND txn.ObjectType = 
'RT::Ticket' \
JOIN Tickets t ON txn.ObjectId = t.id \ WHERE a.ContentType = 
'text/plain' AND t.Status != 'deleted'

sql_query_info = SELECT * FROM Attachments WHERE id=$id

*/My questionis:

I'd like to fulltext search for patterns/words both in the 'subject' and 
'body'of an email ticket
from the RT's web interface 'Search' box.Is it possible with the above 
configs of sql_query*?If
not please let me know what more should Ineed to add?

Thanks,
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From michael.obrien at globoforce.com  Mon Feb  4 05:36:23 2013
From: michael.obrien at globoforce.com (globo)
Date: Mon, 4 Feb 2013 02:36:23 -0800 (PST)
Subject: [rt-users] Notify Requestor of Queue change
Message-ID: <1359974183285-52574.post@n7.nabble.com>

Hi, 
I am trying to get a script to notify the requester  when there ticket gets
moved to another queue.

Does anyone know how to do this ? 

I have setup the following script setup but it does not work 

Condition : On queue change  
Action : Auto reply to requestors
Template : My own 
Stage : Transaction create  




--
View this message in context: http://requesttracker.8502.n7.nabble.com/Notify-Requestor-of-Queue-change-tp52574.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From cloos at netcologne.de  Mon Feb  4 06:54:45 2013
From: cloos at netcologne.de (Christian Loos)
Date: Mon, 04 Feb 2013 12:54:45 +0100
Subject: [rt-users] Modify ticket 'body' after extracting custom fields?
In-Reply-To: <51094AC9.1020702@mdibl.org>
References: <51094AC9.1020702@mdibl.org>
Message-ID: <510FA185.6030301@netcologne.de>

Am 30.01.2013 17:31, schrieb Roy McMorran:
> Greetings,
> 
> I'm receiving incoming tickets from a web form.  Certain required form
> fields (e.g. operating system, asset tag, etc.) are being extracted into
> custom fields, and that's working well.
> 
> I'd like to transform the ticket 'body' on creation (after the CFs are
> extracted) so that it only contains the free-form text from the
> 'Description' field that was provided by the form.  Can anyone suggest
> how I might approach that?
> 
> Thanks!
> 

I use an different approach.
My web form create an mail and I create for every custom fields an mail
header. Within RT I parse the mail header and set the custom field values.
The ticket create message doesn't contain the custom field values but I
can always take a look at the mail headers by "Show full header".

If you want to rewrite the ticket create message you have to take care
not to remove the wrong content.

Chris


From mcmorran at mdibl.org  Mon Feb  4 08:39:10 2013
From: mcmorran at mdibl.org (Roy McMorran)
Date: Mon, 04 Feb 2013 08:39:10 -0500
Subject: [rt-users] Modify ticket 'body' after extracting custom fields?
In-Reply-To: <510FA185.6030301@netcologne.de>
References: <51094AC9.1020702@mdibl.org> <510FA185.6030301@netcologne.de>
Message-ID: <510FB9FE.3020502@mdibl.org>

On 2/4/13 6:54 AM, Christian Loos wrote:
> Am 30.01.2013 17:31, schrieb Roy McMorran:
>> Greetings,
>>
>> I'm receiving incoming tickets from a web form.  Certain required form
>> fields (e.g. operating system, asset tag, etc.) are being extracted into
>> custom fields, and that's working well.
>>
>> I'd like to transform the ticket 'body' on creation (after the CFs are
>> extracted) so that it only contains the free-form text from the
>> 'Description' field that was provided by the form.  Can anyone suggest
>> how I might approach that?
>>
>> Thanks!
>>
> I use an different approach.
> My web form create an mail and I create for every custom fields an mail
> header. Within RT I parse the mail header and set the custom field values.
> The ticket create message doesn't contain the custom field values but I
> can always take a look at the mail headers by "Show full header".
>
> If you want to rewrite the ticket create message you have to take care
> not to remove the wrong content.
>
> Chris

Hi Chris, thanks for the reply.  I really like that approach, but 
unfortunately the form tool I am required to use does not have the 
capability to put information in the message headers.  Alas, still 
searching.

Thank you.
Roy


From subin at opensourcesolutions.co.in  Mon Feb  4 11:58:23 2013
From: subin at opensourcesolutions.co.in (Subin)
Date: Mon, 04 Feb 2013 22:28:23 +0530
Subject: [rt-users] how to make updates to already existing tickets or
 records reflected into indexes quickly
Message-ID: <510FE8AF.1070005@opensourcesolutions.co.in>

Hello all,

Thanks to Arkadiusz Miskiewicz for sharing his knowledge here:

http://lists.fsck.com/pipermail/rt-users/2011-August/072464.html

My question is based exactly on this config which I find is good.

"As per my understanding" the 'delta' index makes newly created
rows/records available by using 'SphinxCounters' table. That is
the delta index which will be run every 15 minutes will check if
any row which has 'id' greater than the 'id' stored previously
in 'max_doc_id' column of 'SphinxCounters' table. If greater
then it will read the source and then add the new record to the
'delta' index.


If an edit/update happens to an *"existing"* ticket/document/row in
the source database, how will this change get updated into indexes
quickly? So according to this config, we will need to wait until
the next time the 'main' is reindexed again, right? If true how
can we have a workaround for this problem?

Please excuse and let me know if I made any wrong assumptions
here.

Thanks,
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From ktm at rice.edu  Mon Feb  4 12:03:06 2013
From: ktm at rice.edu (ktm at rice.edu)
Date: Mon, 4 Feb 2013 11:03:06 -0600
Subject: [rt-users] how to make updates to already existing tickets or
 records reflected into indexes quickly
In-Reply-To: <510FE8AF.1070005@opensourcesolutions.co.in>
References: <510FE8AF.1070005@opensourcesolutions.co.in>
Message-ID: <20130204170306.GD12811@aart.rice.edu>

On Mon, Feb 04, 2013 at 10:28:23PM +0530, Subin wrote:
> Hello all,
> 
> Thanks to Arkadiusz Miskiewicz for sharing his knowledge here:
> 
> http://lists.fsck.com/pipermail/rt-users/2011-August/072464.html
> 
> My question is based exactly on this config which I find is good.
> 
> "As per my understanding" the 'delta' index makes newly created
> rows/records available by using 'SphinxCounters' table. That is
> the delta index which will be run every 15 minutes will check if
> any row which has 'id' greater than the 'id' stored previously
> in 'max_doc_id' column of 'SphinxCounters' table. If greater
> then it will read the source and then add the new record to the
> 'delta' index.
> 
> 
> If an edit/update happens to an *"existing"* ticket/document/row in
> the source database, how will this change get updated into indexes
> quickly? So according to this config, we will need to wait until
> the next time the 'main' is reindexed again, right? If true how
> can we have a workaround for this problem?
> 
> Please excuse and let me know if I made any wrong assumptions
> here.
> 
> Thanks,

Hi Subin,

That is how the Sphinx full-text indexing works. You would need to
change to a different DB backend with integrated support for fulltext
indexing. PostgreSQL and Oracle will both work. Eventually, when MySQL
supports full-text indexing with InnoDB natively, RT can be made to
use it as well.

Regards,
Ken


From subin at opensourcesolutions.co.in  Mon Feb  4 12:20:05 2013
From: subin at opensourcesolutions.co.in (Subin)
Date: Mon, 04 Feb 2013 22:50:05 +0530
Subject: [rt-users] how to make updates to already existing tickets or
 records reflected into indexes quickly
In-Reply-To: <20130204170306.GD12811@aart.rice.edu>
References: <510FE8AF.1070005@opensourcesolutions.co.in>
	<20130204170306.GD12811@aart.rice.edu>
Message-ID: <510FEDC5.7060306@opensourcesolutions.co.in>

Hi Ken,

Sorry I may not have got you. So isn't there a workaround for the
issue with **existing* *records? I think I need not change DB since
I've already compiled MySQL with 'sphinxse'. It is the sphinx
configuration I'm concerned with.

Thanks,


On Monday 04 February 2013 10:33 PM, ktm at rice.edu wrote:
> On Mon, Feb 04, 2013 at 10:28:23PM +0530, Subin wrote:
>> Hello all,
>>
>> Thanks to Arkadiusz Miskiewicz for sharing his knowledge here:
>>
>> http://lists.fsck.com/pipermail/rt-users/2011-August/072464.html
>>
>> My question is based exactly on this config which I find is good.
>>
>> "As per my understanding" the 'delta' index makes newly created
>> rows/records available by using 'SphinxCounters' table. That is
>> the delta index which will be run every 15 minutes will check if
>> any row which has 'id' greater than the 'id' stored previously
>> in 'max_doc_id' column of 'SphinxCounters' table. If greater
>> then it will read the source and then add the new record to the
>> 'delta' index.
>>
>>
>> If an edit/update happens to an *"existing"* ticket/document/row in
>> the source database, how will this change get updated into indexes
>> quickly? So according to this config, we will need to wait until
>> the next time the 'main' is reindexed again, right? If true how
>> can we have a workaround for this problem?
>>
>> Please excuse and let me know if I made any wrong assumptions
>> here.
>>
>> Thanks,
> Hi Subin,
>
> That is how the Sphinx full-text indexing works. You would need to
> change to a different DB backend with integrated support for fulltext
> indexing. PostgreSQL and Oracle will both work. Eventually, when MySQL
> supports full-text indexing with InnoDB natively, RT can be made to
> use it as well.
>
> Regards,
> Ken

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From trs at bestpractical.com  Mon Feb  4 13:17:45 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 04 Feb 2013 10:17:45 -0800
Subject: [rt-users] Notify Requestor of Queue change
In-Reply-To: <1359974183285-52574.post@n7.nabble.com>
References: <1359974183285-52574.post@n7.nabble.com>
Message-ID: <510FFB49.8020804@bestpractical.com>

On 02/04/2013 02:36 AM, globo wrote:
> Hi, 
> I am trying to get a script to notify the requester  when there ticket gets
> moved to another queue.
> 
> Does anyone know how to do this ? 
> 
> I have setup the following script setup but it does not work 
> 
> Condition : On queue change  
> Action : Auto reply to requestors
> Template : My own 
> Stage : Transaction create  

You don't want the Autoreply action, you want the "Notify Requestors"
action.  It has less magic involved since it's not an autoreply.



From trs at bestpractical.com  Mon Feb  4 13:23:51 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 04 Feb 2013 10:23:51 -0800
Subject: [rt-users] how to make updates to already existing tickets or
 records reflected into indexes quickly
In-Reply-To: <510FE8AF.1070005@opensourcesolutions.co.in>
References: <510FE8AF.1070005@opensourcesolutions.co.in>
Message-ID: <510FFCB7.1010601@bestpractical.com>

On 02/04/2013 08:58 AM, Subin wrote:
> If an edit/update happens to an *"existing"* ticket/document/row in
> the source database, how will this change get updated into indexes
> quickly? So according to this config, we will need to wait until
> the next time the 'main' is reindexed again, right? If true how
> can we have a workaround for this problem?
> 
> Please excuse and let me know if I made any wrong assumptions
> here.

I'm not very familiar with the specifics of Arkadiusz Miskiewicz's
delta+main Sphinx setup, but understand the intent.  I think you're
imagining the RT database incorrectly.  Any updates to existing tickets
are stored as new rows in Transactions and Attachments tables the
database, and those new rows should be picked up by the delta index.
Once an individual Transaction/Attachment row is created, it's never
changed by RT.  This is why it doesn't matter that data in the main
index doesn't get updated more frequently.


From ktm at rice.edu  Mon Feb  4 13:56:38 2013
From: ktm at rice.edu (ktm at rice.edu)
Date: Mon, 4 Feb 2013 12:56:38 -0600
Subject: [rt-users] how to make updates to already existing tickets or
 records reflected into indexes quickly
In-Reply-To: <510FEDC5.7060306@opensourcesolutions.co.in>
References: <510FE8AF.1070005@opensourcesolutions.co.in>
	<20130204170306.GD12811@aart.rice.edu>
	<510FEDC5.7060306@opensourcesolutions.co.in>
Message-ID: <20130204185638.GE12811@aart.rice.edu>

On Mon, Feb 04, 2013 at 10:50:05PM +0530, Subin wrote:
> Hi Ken,
> 
> Sorry I may not have got you. So isn't there a workaround for the
> issue with **existing* *records? I think I need not change DB since
> I've already compiled MySQL with 'sphinxse'. It is the sphinx
> configuration I'm concerned with.
> 
> Thanks,
> 

In my brief work with Sphinx, the refresh period was adjustable
so you may be able to make the delay a bit less onerous than
the 15 minutes.

Cheers,
Ken


From ktm at rice.edu  Mon Feb  4 14:00:02 2013
From: ktm at rice.edu (ktm at rice.edu)
Date: Mon, 4 Feb 2013 13:00:02 -0600
Subject: [rt-users] how to make updates to already existing tickets or
 records reflected into indexes quickly
In-Reply-To: <20130204185638.GE12811@aart.rice.edu>
References: <510FE8AF.1070005@opensourcesolutions.co.in>
	<20130204170306.GD12811@aart.rice.edu>
	<510FEDC5.7060306@opensourcesolutions.co.in>
	<20130204185638.GE12811@aart.rice.edu>
Message-ID: <20130204190002.GF12811@aart.rice.edu>

On Mon, Feb 04, 2013 at 12:56:38PM -0600, ktm at rice.edu wrote:
> On Mon, Feb 04, 2013 at 10:50:05PM +0530, Subin wrote:
> > Hi Ken,
> > 
> > Sorry I may not have got you. So isn't there a workaround for the
> > issue with **existing* *records? I think I need not change DB since
> > I've already compiled MySQL with 'sphinxse'. It is the sphinx
> > configuration I'm concerned with.
> > 
> > Thanks,
> > 
> 
> In my brief work with Sphinx, the refresh period was adjustable
> so you may be able to make the delay a bit less onerous than
> the 15 minutes.
> 
> Cheers,
> Ken
> 

See Thomas' update. I was incorrect. The delta index will take care of
the incremental updates.

Cheers,
Ken


From falcone at bestpractical.com  Mon Feb  4 14:39:19 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 4 Feb 2013 14:39:19 -0500
Subject: [rt-users] Weird right problem
In-Reply-To: <5108FEF7.10402@roedu.net>
References: <5108FEF7.10402@roedu.net>
Message-ID: <20130204193919.GA1773@jibsheet.com>

On Wed, Jan 30, 2013 at 01:07:35PM +0200, Manuel Subredu wrote:
> we have a RT (4.0.8) && RT::IR (latest) instance that's functional and
> running. Our staff can create, reply, comment, etc. But, when we make a
> comment on one Incident and add an external email address in Cc, when
> the user that was included in Cc gives a reply to the email
> (rt-comment at domain) RT gives an error:
> 
>  <error>
> [Wed Jan 30 10:59:06 2013] [error]: RT could not load a valid user, and
> RT's configuration does not allow
> for the creation of a new user for this email (manuel.subredu at outside).
> 
> You might need to grant 'Everyone' the right 'ReplyToTicket' for the
> queue General. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245)
> [Wed Jan 30 10:59:06 2013] [error]: RT could not load a valid user, and
> RT's configuration does not allow
> for the creation of a new user for your email.
> (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245)
> [Wed Jan 30 10:59:06 2013] [error]: Could not record email: Could not
> load a valid user (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75)
> </error>
> 
> The weird part is that Everyone has the right to reply to tickets both
> Global and on the General queue. I triple checked :) And to be sure I
> gave Everyone permission to reply to tickets on all queues. Ideeas anyone ?

I'm surprised that rt-comment feeds into an rt-mailgate incant that
says --action correspond rather than --action comment.
Assuming it's actually feeding in to --action comment, then your CC'ed
users need the ability to Comment (if they're full CCs, you can just
grant the CC role Comment, but if they're one-time-ccs then you'll
need to hand out Comment more widely).

You should also check that nothing else is preventing user creation
(are you using RT-Authen-ExternalAuth and disallowing creation of user
accounts for people who aren't in LDAP).

-kevin
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From falcone at bestpractical.com  Mon Feb  4 14:39:50 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 4 Feb 2013 14:39:50 -0500
Subject: [rt-users] Quietly comment on a ticket?
In-Reply-To: <5109469D.4060803@kickflop.net>
References: <5109469D.4060803@kickflop.net>
Message-ID: <20130204193950.GB1773@jibsheet.com>

On Wed, Jan 30, 2013 at 11:13:17AM -0500, Jeff Blaine wrote:
> Is there a way to quietly update a ticket with a note without having
> to uncheck each one of our ~30 "Bcc" people at the bottom of the
> 'Comment' page?
> 
> Short of their being a way, an "Uncheck all" would be very welcome
> in a future release.

There isn't a good way, I also want the checkbox.
File a ticket?  It wouldn't be a ton of work to add.

-kevin
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From falcone at bestpractical.com  Mon Feb  4 14:40:38 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 4 Feb 2013 14:40:38 -0500
Subject: [rt-users] Default dashboard?
In-Reply-To: <563057883B14F74A83CA92FDE413848A2EE6726F@yew.nau.froot.nau.edu>
References: <563057883B14F74A83CA92FDE413848A2EE6726F@yew.nau.froot.nau.edu>
Message-ID: <20130204194038.GC1773@jibsheet.com>

On Wed, Jan 30, 2013 at 10:30:49PM +0000, Jonah Hirsch wrote:
>    Is there a way to make a pre-built dashboard the default dashboard for a user or group?

There is no built in solution for this, but folks have used Callbacks
to rewrite the Home link for certain groups, or to issue a redirect at
login.  Folks also often bookmark https://rt/Dashboard/7/My Dashboard/
as the landing page, rather than index.html.

-kevin
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From falcone at bestpractical.com  Mon Feb  4 14:44:40 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 4 Feb 2013 14:44:40 -0500
Subject: [rt-users] rt-dump-metadata and XML::Simple
In-Reply-To: <20130131235746.GV1335@irregular-apocalypse.k.bsd.de>
References: <20130131235746.GV1335@irregular-apocalypse.k.bsd.de>
Message-ID: <20130204194440.GD1773@jibsheet.com>

On Fri, Feb 01, 2013 at 12:57:46AM +0100, Christoph Badura wrote:
> This week I tried to invoke rt-dump-metadata but it complained about
> XML::Simple not being available.  That wasn't found by
> "make testdeps/fixdeps".  Is that intentional?

rt-dump-metadata isn't really used that often in practice, and we've
discussed moving it off to devel/tools rather than sbin/.

-kevin
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From falcone at bestpractical.com  Mon Feb  4 14:45:57 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 4 Feb 2013 14:45:57 -0500
Subject: [rt-users] RT: Scrip IsApplicable died?
In-Reply-To: <8BFBF14CE1F57C46A863FE2E8F367A89029E595F@p1hkdcwx03.hk.principleone.com>
References: <8BFBF14CE1F57C46A863FE2E8F367A89029E39E2@p1hkdcwx03.hk.principleone.com>
	<CAMOxC8vLtjb-RSgaYGVU0cdsrnn03o+UB-=k0Px3ZMwLdKRUvQ@mail.gmail.com>
	<8BFBF14CE1F57C46A863FE2E8F367A89029E595F@p1hkdcwx03.hk.principleone.com>
Message-ID: <20130204194557.GE1773@jibsheet.com>

On Fri, Feb 01, 2013 at 09:53:52AM +0000, Thomas Lau wrote:
> How could I tell? Which one is the core problem?

Plugins would be wrong in your RT_SiteConfig.pm, look there.
Permissions you would check with standard unix tools like ls.

-kevin

> -----Original Message-----
> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
> Sent: Thursday, January 31, 2013 7:40 PM
> To: Thomas Lau
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT: Scrip IsApplicable died?
> 
> Hi,
> 
> @Plugins options is set incorrectly or permissions on files are incorrect.
> 
> On Thu, Jan 31, 2013 at 9:50 AM, Thomas Lau <Thomas.Lau at principleone.com> wrote:
> > Hi all, after install command by email. Something strange appear on my 
> > message log:
> >
> >
> >
> > RT: Scrip IsApplicable 43 died. - Require of 
> > RT::Condition::SLA_RequireStartsSet failed.#012Can't locate 
> > RT/Condition/SLA_RequireStartsSet.pm in @INC (@INC contains:
> > /opt/rt4/sbin/../local/lib
> > /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib 
> > /opt/rt4/sbin/../lib
> > /usr/local/lib64/perl5 /usr/local/share/perl5 
> > /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl 
> > /usr/lib64/perl5 /usr/share/perl5 . /etc/httpd) at (eval 2487) line 
> > 3.#012#012Stack:#012  [(eval 2487):3]#012
> > [/opt/rt4/sbin/../lib/RT/Scrip.pm:404]#012
> > [/opt/rt4/sbin/../lib/RT/Scrips.pm:225]#012
> > [/opt/rt4/sbin/../lib/RT/Transaction.pm:179]#012
> > [/opt/rt4/sbin/../lib/RT/Record.pm:1493]#012
> > [/opt/rt4/sbin/../lib/RT/Ticket.pm:676]#012
> > [/opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Em
> > ail/Filter/TakeAction.pm:531]#012
> > [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1664]#012
> > [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1481]#012
> > [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]#012#012#012Stack
> > :#012
> > [/opt/rt4/sbin/../lib/RT/ScripCondition.pm:171]#012
> > [/opt/rt4/sbin/../lib/RT/Scrip.pm:404]#012
> > [/opt/rt4/sbin/../lib/RT/Scrips.pm:225]#012
> > [/opt/rt4/sbin/../lib/RT/Transaction.pm:179]#012
> > [/opt/rt4/sbin/../lib/RT/Record.pm:1493]#012
> > [/opt/rt4/sbin/../lib/RT/Ticket.pm:676]#012
> > [/opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Em
> > ail/Filter/TakeAction.pm:531]#012
> > [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1664]#012
> > [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1481]#012
> > [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]
> > (/opt/rt4/sbin/../lib/RT/Scrip.pm:419)
> >
> >
> >
> > But SLA_RequireStartsSet.pm is in location of 
> > /opt/rt4/local/plugins/RT-Extension-SLA/lib/RT/Condition/SLA_RequireSt
> > artsSet.pm
> >
> >
> >
> > How could I modify to make the error message disappear ?
> >
> > Thomas Lau
> > Senior Technology Analyst
> > Principle One Limited
> > 27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong
> > T  +852 3555 2217     F  +852 3555 2222      M  +852 9880 1217
> >
> > Hong Kong   .   Singapore   .   Tokyo
> >
> >
> 
> 
> 
> --
> Best regards, Ruslan.
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From falcone at bestpractical.com  Mon Feb  4 14:49:17 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 4 Feb 2013 14:49:17 -0500
Subject: [rt-users] Approval in rt4
In-Reply-To: <00e801ce0099$a5dd1990$f1974cb0$@rmtc.fedex.com>
References: <00e801ce0099$a5dd1990$f1974cb0$@rmtc.fedex.com>
Message-ID: <20130204194917.GF1773@jibsheet.com>

On Fri, Feb 01, 2013 at 09:31:53AM -0700, Don Beethe wrote:
>    Is there a way to set up approvals on a per ticket basis in rt4? We have a variety of tickets
>    coming to our sysadmin queue. Some are for accounts on servers which require management
>    approval. We need to request approval only on those tickets, not all tickets in the sysadmin
>    queue... Is this possible?

Just make the condition to trigger approvals something other than On
Create, it can be On Custom Field Foo == 'needs approval' or On Status
= 'needs approval' -> fire the Scrips that create Approvals tickets.

I assume you've seen
http://bestpractical.com/rt/docs/latest/customizing/approvals.html

-kevin
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From falcone at bestpractical.com  Mon Feb  4 14:51:14 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 4 Feb 2013 14:51:14 -0500
Subject: [rt-users] Recommended Upgrade Path
In-Reply-To: <510D5095.3060804@us.fujitsu.com>
References: <51037ABD.6040602@us.fujitsu.com>
	<20130127172941.GC4750@jibsheet.com>
	<510D5095.3060804@us.fujitsu.com>
Message-ID: <20130204195114.GG1773@jibsheet.com>

On Sat, Feb 02, 2013 at 07:44:53AM -1000, Camron W. Fox wrote:
> 	As all of the equipment is new, I would like to, if at all possible, to
> install 4.0.9 from scratch on one of the new machines and import the DB
> data from the old 3.6.6 installation.
> 
> 	I'd rather not migrate the 3.6.6 installation to a new machine and then
> have to upgrade to the 4.0.9 version on that machine. Seems like we
> should be able to simplify the procedure.

As noted later in the thread, nothing in the docs or in my blog
post imply that you have to upgrade to 4.0 before copying to the
new box. What you've described (copying the 3.6 db to the new 4.0
box) is standard.

If you find official documentation suggesting otherwise, please let us
know so it can be fixed.

-kevin
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From falcone at bestpractical.com  Mon Feb  4 14:52:22 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 4 Feb 2013 14:52:22 -0500
Subject: [rt-users] Modify ticket 'body' after extracting custom fields?
In-Reply-To: <51094AC9.1020702@mdibl.org>
References: <51094AC9.1020702@mdibl.org>
Message-ID: <20130204195222.GH1773@jibsheet.com>

On Wed, Jan 30, 2013 at 11:31:05AM -0500, Roy McMorran wrote:
> I'm receiving incoming tickets from a web form.  Certain required
> form fields (e.g. operating system, asset tag, etc.) are being
> extracted into custom fields, and that's working well.
> 
> I'd like to transform the ticket 'body' on creation (after the CFs
> are extracted) so that it only contains the free-form text from the
> 'Description' field that was provided by the form.  Can anyone
> suggest how I might approach that?

Do you want to transform the body for people who work the ticket to
have a cleaner view or to control the mail that is sent out on ticket
creation to the requestor?

-kevin
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From mcmorran at mdibl.org  Mon Feb  4 16:15:52 2013
From: mcmorran at mdibl.org (Roy McMorran)
Date: Mon, 04 Feb 2013 16:15:52 -0500
Subject: [rt-users] Modify ticket 'body' after extracting custom fields?
In-Reply-To: <20130204195222.GH1773@jibsheet.com>
References: <51094AC9.1020702@mdibl.org> <20130204195222.GH1773@jibsheet.com>
Message-ID: <51102508.2090801@mdibl.org>

On 2/4/13 2:52 PM, Kevin Falcone wrote:
> On Wed, Jan 30, 2013 at 11:31:05AM -0500, Roy McMorran wrote:
>> I'm receiving incoming tickets from a web form.  Certain required
>> form fields (e.g. operating system, asset tag, etc.) are being
>> extracted into custom fields, and that's working well.
>>
>> I'd like to transform the ticket 'body' on creation (after the CFs
>> are extracted) so that it only contains the free-form text from the
>> 'Description' field that was provided by the form.  Can anyone
>> suggest how I might approach that?
> Do you want to transform the body for people who work the ticket to
> have a cleaner view or to control the mail that is sent out on ticket
> creation to the requestor?
>
Hi Kevin, thanks for the reply.  Well, ideally... both.  I don't think 
the requestor needs to see all the custom fields s/he just entered, but 
I think that could be done by just tweaking the autoreply template, 
yes?  But the main goal would be to transform the body that gets stuffed 
into the ticket; i.e. yes, the view that the people working the ticket 
will see.

E.g. Incoming email body:
-------
Name: Cuthbert Rumbold
Email: cr at example.org
Phone number or extension: 125
Request Category: Network Connectivity/Internet Access
Summary of request or problem: Internet down
Detailed description of request or problem: No internet access on floor 2
Computer Platform: Mac - 10.6 (Snow Leopard)
Urgency: 2. Functionally impaired, need soon
Asset tag: OU812
-------

Becomes:
-------
No internet access on floor 2
-------

(and all the other lines are captured to CFs using Extract Custom Field 
Values scrip)

Thank you,
Roy

-- 
Roy McMorran
Systems Administrator
MDI Biological Laboratory
mcmorran at mdibl.org

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From danmadere at gmail.com  Mon Feb  4 17:25:45 2013
From: danmadere at gmail.com (Dan Madere)
Date: Mon, 4 Feb 2013 17:25:45 -0500
Subject: [rt-users] Modify ticket 'body' after extracting custom fields?
In-Reply-To: <51102508.2090801@mdibl.org>
References: <51094AC9.1020702@mdibl.org> <20130204195222.GH1773@jibsheet.com>
	<51102508.2090801@mdibl.org>
Message-ID: <CAEZrW8-uWrveHnJ7ueUHw_jdGaLtW=21aHtXC-rk6sT5d8QLOA@mail.gmail.com>

The way I handle this is, a scrip finds the email address and message body
using regular expressions.  It then sets the requestor to the given email
address and makes an additional comment on the ticket with just the message
body so it's easy to read and quote.  We also exclude these web form
tickets from receiving an auto reply.

Dan

On Mon, Feb 4, 2013 at 4:15 PM, Roy McMorran <mcmorran at mdibl.org> wrote:

>  On 2/4/13 2:52 PM, Kevin Falcone wrote:
>
> On Wed, Jan 30, 2013 at 11:31:05AM -0500, Roy McMorran wrote:
>
>  I'm receiving incoming tickets from a web form.  Certain required
> form fields (e.g. operating system, asset tag, etc.) are being
> extracted into custom fields, and that's working well.
>
> I'd like to transform the ticket 'body' on creation (after the CFs
> are extracted) so that it only contains the free-form text from the
> 'Description' field that was provided by the form.  Can anyone
> suggest how I might approach that?
>
>  Do you want to transform the body for people who work the ticket to
> have a cleaner view or to control the mail that is sent out on ticket
> creation to the requestor?
>
>
>  Hi Kevin, thanks for the reply.  Well, ideally... both.  I don't think
> the requestor needs to see all the custom fields s/he just entered, but I
> think that could be done by just tweaking the autoreply template, yes?  But
> the main goal would be to transform the body that gets stuffed into the
> ticket; i.e. yes, the view that the people working the ticket will see.
>
> E.g. Incoming email body:
> -------
> Name: Cuthbert Rumbold
> Email: cr at example.org
> Phone number or extension: 125
> Request Category: Network Connectivity/Internet Access
> Summary of request or problem: Internet down
> Detailed description of request or problem: No internet access on floor 2
> Computer Platform: Mac - 10.6 (Snow Leopard)
> Urgency: 2. Functionally impaired, need soon
> Asset tag: OU812
> -------
>
> Becomes:
> -------
> No internet access on floor 2
> -------
>
> (and all the other lines are captured to CFs using Extract Custom Field
> Values scrip)
>
> Thank you,
> Roy
>
> --
> Roy McMorran
> Systems Administrator
> MDI Biological Laboratorymcmorran at mdibl.org
>
>
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From subin at opensourcesolutions.co.in  Mon Feb  4 18:24:00 2013
From: subin at opensourcesolutions.co.in (Subin)
Date: Tue, 05 Feb 2013 04:54:00 +0530
Subject: [rt-users] how to make updates to already existing tickets or
 records reflected into indexes quickly
In-Reply-To: <510FFCB7.1010601@bestpractical.com>
References: <510FE8AF.1070005@opensourcesolutions.co.in>
	<510FFCB7.1010601@bestpractical.com>
Message-ID: <51104310.504@opensourcesolutions.co.in>

On Monday 04 February 2013 11:53 PM, Thomas Sibley wrote:
> On 02/04/2013 08:58 AM, Subin wrote:
>> If an edit/update happens to an *"existing"* ticket/document/row in
>> the source database, how will this change get updated into indexes
>> quickly? So according to this config, we will need to wait until
>> the next time the 'main' is reindexed again, right? If true how
>> can we have a workaround for this problem?
>>
>> Please excuse and let me know if I made any wrong assumptions
>> here.
> I'm not very familiar with the specifics of Arkadiusz Miskiewicz's
> delta+main Sphinx setup, but understand the intent.  I think you're
> imagining the RT database incorrectly.  Any updates to existing tickets
> are stored as new rows in Transactions and Attachments tables the
> database, and those new rows should be picked up by the delta index.
> Once an individual Transaction/Attachment row is created, it's never
> changed by RT.  This is why it doesn't matter that data in the main
> index doesn't get updated more frequently.
Hello Thomas,

I guess that was exactly the information I was lacking.
Things are clear now. Thanks a lot.
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From subin at opensourcesolutions.co.in  Mon Feb  4 18:36:34 2013
From: subin at opensourcesolutions.co.in (Subin)
Date: Tue, 05 Feb 2013 05:06:34 +0530
Subject: [rt-users] Both 'subject' and 'body' of an email ticket searchable
 via RT's web interface?
Message-ID: <51104602.8080509@opensourcesolutions.co.in>

Hello all,

I usedthe default sphinx.conf generatedwhere the 'sql_query' to fetch 
data for indexing:

/*sql_query  = \ SELECT a.id, a.content FROM Attachments a \
JOIN Transactions txn ON a.TransactionId = txn.id AND txn.ObjectType = 
'RT::Ticket' \
JOIN Tickets t ON txn.ObjectId = t.id \ WHERE a.ContentType = 
'text/plain' AND t.Status != 'deleted'

sql_query_info = SELECT * FROM Attachments WHERE id=$id

*/Question:

I'd like to fulltext search for patterns/words both in the 'subject' and 
'body'of an email ticket
from the RT's web interface 'Search' box.Is it possible with the above 
configs of sql_query*?If
not please let me know what more should Ineed to add?

Thanks,
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From benp at reed.edu  Mon Feb  4 18:43:47 2013
From: benp at reed.edu (Ben Poliakoff)
Date: Mon, 4 Feb 2013 15:43:47 -0800
Subject: [rt-users] Debian package status / Full text indexing failure
 (invalid byte sequence for encoding "UTF8")
In-Reply-To: <20130202161312.GA20177@stranger-here-myself.oucs.ox.ac.uk>
References: <20130202010344.GA22419@garage.reed.edu>
	<1359768982.19834.35.camel@umgah.localdomain>
	<20130202161312.GA20177@stranger-here-myself.oucs.ox.ac.uk>
Message-ID: <20130204234346.GG15738@garage.reed.edu>

* Dominic Hargreaves <dominic.hargreaves at it.ox.ac.uk> [20130202 08:13]:
> On Fri, Feb 01, 2013 at 08:36:22PM -0500, Alex Vandiver wrote:
> > On Fri, 2013-02-01 at 17:03 -0800, Ben Poliakoff wrote:
> > > We're currently running RT 4.0.5-3~bpo60+1 (from Debian backports) with
> > > Postgresql 8.4.12-0squeeze1.
> > 
> > This is fixed in RT 4.0.9 and above, wich resolve this issue by skipping
> > the attachment with bad data.  RT 4.0.7 and above are better about not
> > trusting emails which claim to be "utf-8", which prevents the bad data
> > from getting in in the first place, which is the likely cause here, and
> > which older Pg allowed.
> 
> The good news is that Debian backports now has 4.0.7 (I've just
> uploaded 4.0.7-4~bpo60+1 which has a few extra fixes compared to
> 4.0.7-2~bpo60+1). The bad news is that since Debian is in freeze,
> 4.0.9 or above won't be hitting Debian any time soon (except possibly
> experimental, if someone asks nicely :)
> 
> However, I do encourage people who are using the Debian packages to
> report bugs that affect them to the BTS even if they are fixed in newer
> upstream releases; if they seem serious enough, it's still possible
> to fix important bugs in Debian before the release.
> 

Thanks for the replies Alex and Dominic.  I'll plan on updating to
4.07-4 soon, looking forward to 4.0.9!

Ben

-- 
________________________________________________________________________
pub   4096R/318B6A97 2009-05-11 Ben Poliakoff <benp at reed.edu>
 Primary key fingerprint: 3F23 EBC8 B73E 92B7 0A67  705A 8219 DCF0 318B 6A97
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From trs at bestpractical.com  Mon Feb  4 18:46:36 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 04 Feb 2013 15:46:36 -0800
Subject: [rt-users] Debian package status / Full text indexing failure
 (invalid byte sequence for encoding "UTF8")
In-Reply-To: <20130204234346.GG15738@garage.reed.edu>
References: <20130202010344.GA22419@garage.reed.edu>
	<1359768982.19834.35.camel@umgah.localdomain>
	<20130202161312.GA20177@stranger-here-myself.oucs.ox.ac.uk>
	<20130204234346.GG15738@garage.reed.edu>
Message-ID: <5110485C.70801@bestpractical.com>

On 02/04/2013 03:43 PM, Ben Poliakoff wrote:
> Thanks for the replies Alex and Dominic.  I'll plan on updating to
> 4.07-4 soon, looking forward to 4.0.9!

And 4.0.10 is out now. :)


From trs at bestpractical.com  Mon Feb  4 18:51:07 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 04 Feb 2013 15:51:07 -0800
Subject: [rt-users] Both 'subject' and 'body' of an email ticket
 searchable via RT's web interface?
In-Reply-To: <51104602.8080509@opensourcesolutions.co.in>
References: <51104602.8080509@opensourcesolutions.co.in>
Message-ID: <5110496B.5000407@bestpractical.com>

On 02/04/2013 03:36 PM, Subin wrote:
>    I'd like to fulltext search for patterns/words both in the 'subject' and 'body'of an email ticket
>    from the RT's web interface 'Search' box. Is it possible with the above configs of sql_query*? If
>    not please let me know what more should I need to add?

Most of the time true full-text indexing isn't needed for the Subject
since it's a normally indexed string with a max length.  I'd suggest
first approaching this by extending RT::Search::Googleish with an
overlay that instead of defaulting unknown and quoted words to Subject
searches, defaults them to Subject OR Content searches.  This will do
what you mean, and should be fairly simple.  I know we've done it for
support clients.  RT::Search::Googleish was written to be extensible
with minimal effort.

Thomas


From subin at opensourcesolutions.co.in  Mon Feb  4 23:00:51 2013
From: subin at opensourcesolutions.co.in (Subin)
Date: Tue, 05 Feb 2013 09:30:51 +0530
Subject: [rt-users] Both 'subject' and 'body' of an email ticket
 searchable via RT's web interface?
In-Reply-To: <5110496B.5000407@bestpractical.com>
References: <51104602.8080509@opensourcesolutions.co.in>
	<5110496B.5000407@bestpractical.com>
Message-ID: <511083F3.4080206@opensourcesolutions.co.in>

On Tuesday 05 February 2013 05:21 AM, Thomas Sibley wrote:
> On 02/04/2013 03:36 PM, Subin wrote:
>>     I'd like to fulltext search for patterns/words both in the 'subject' and 'body'of an email ticket
>>     from the RT's web interface 'Search' box. Is it possible with the above configs of sql_query*? If
>>     not please let me know what more should I need to add?
> Most of the time true full-text indexing isn't needed for the Subject
> since it's a normally indexed string with a max length.  I'd suggest
> first approaching this by extending RT::Search::Googleish with an
> overlay that instead of defaulting unknown and quoted words to Subject
> searches, defaults them to Subject OR Content searches.  This will do
> what you mean, and should be fairly simple.  I know we've done it for
> support clients.  RT::Search::Googleish was written to be extensible
> with minimal effort.
>
> Thomas
>
> --
> Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
I just searched the documentation on how to do this. I'm not able to find
any other than a brief description about RT::Search::Googleish here:

http://bestpractical.com/rt/docs/4.0/RT/Search/Googleish.html

Thanks,
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From trs at bestpractical.com  Mon Feb  4 23:27:58 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 04 Feb 2013 20:27:58 -0800
Subject: [rt-users] Both 'subject' and 'body' of an email ticket
 searchable via RT's web interface?
In-Reply-To: <511083F3.4080206@opensourcesolutions.co.in>
References: <51104602.8080509@opensourcesolutions.co.in>
	<5110496B.5000407@bestpractical.com>
	<511083F3.4080206@opensourcesolutions.co.in>
Message-ID: <51108A4E.1020702@bestpractical.com>

On 02/04/2013 08:00 PM, Subin wrote:
> I just searched the documentation on how to do this. I'm not able to find
> any other than a brief description about  RT::Search::Googleish here:
> 
> http://bestpractical.com/rt/docs/4.0/RT/Search/Googleish.html

For this customization, you'll need to grok the code.  There are a few comments in there to help you get started, but unfortunately the clean way to customize simple search isn't documented yet.  Try starting with something like this in local/lib/RT/Search/Googleish_Local.pm

package RT::Search::Googleish;

use strict;
use warnings;
no warnings qw(redefine);

our @GUESS;

# Changes the first guess from "subject" to "default" if quoted.  For
# @GUESS handlers, $_[1] is a boolean for quoted or not by the user.
$GUESS[0] = [ 10 => sub { return "default" if $_[1] } ];

# @_ positional params are documented in the main Googleish.pm for
# Handle* subs
sub HandleDefault { return content => "Subject like '$_[1]' OR Content like '$_[1]'" }

1;


From subin at opensourcesolutions.co.in  Tue Feb  5 04:25:08 2013
From: subin at opensourcesolutions.co.in (Subin)
Date: Tue, 05 Feb 2013 14:55:08 +0530
Subject: [rt-users] ticket content not displaying via RT's web 'Search' but
 shows up with sphinx's 'search' binary
Message-ID: <5110CFF4.3010200@opensourcesolutions.co.in>

After successfully setting up RT with sphinx I'm trying to search for a 
string
in a ticket's 'content'. When I enter the string into 'Search' box of RT it
returns no result even when I'm using fulltext:<search-string> format of 
search.
When the same is searched with Sphinx's 'search' binary, the results are 
coming
up fine. Is RT not communicating with Sphinx over here?

A section of my RT_SiteConfig.pm:

Set( %FullTextSearch,
     Enable     => 1,
     Indexed    => 1,
     Table      => 'AttachmentsIndex',
     MaxMatches => '10000',
);



mysql> show create table AttachmentsIndex \G

   Table: AttachmentsIndex
   Create Table: CREATE TABLE `AttachmentsIndex` (
   `id` int(10) unsigned NOT NULL,
   `weight` int(11) NOT NULL,
   `query` varchar(3072) NOT NULL,
   KEY `query` (`query`(1024))
) ENGINE=SPHINX DEFAULT CHARSET=utf8 
CONNECTION='sphinx://localhost:3312/rt,rt_delta'

NB:
1. I have stopped,started Apache after all the sphinx integration was done.
Also did it again when search resultswere not returned from 
web-interface search.

2. 'searchd' is listening at 127.0.0.1:3312
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From subin at opensourcesolutions.co.in  Tue Feb  5 04:50:29 2013
From: subin at opensourcesolutions.co.in (Subin)
Date: Tue, 05 Feb 2013 15:20:29 +0530
Subject: [rt-users] ticket content not displaying via RT's web 'Search'
 but shows up with sphinx's 'search' binary
In-Reply-To: <5110CFF4.3010200@opensourcesolutions.co.in>
References: <5110CFF4.3010200@opensourcesolutions.co.in>
Message-ID: <5110D5E5.2080707@opensourcesolutions.co.in>

This issue now seems to be with only 'updated' and 'newly' tickets. The 
custom
string which I create by replying to tickets are not being returned via RT's
web search. But are being returned when searched from command line using
sphinx's 'search' binary.

Thanks,
> After successfully setting up RT with sphinx I'm trying to search for 
> a string
> in a ticket's 'content'. When I enter the string into 'Search' box of 
> RT it
> returns no result even when I'm using fulltext:<search-string> format 
> of search.
> When the same is searched with Sphinx's 'search' binary, the results 
> are coming
> up fine. Is RT not communicating with Sphinx over here?
>

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From falcone at bestpractical.com  Tue Feb  5 10:57:14 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 5 Feb 2013 10:57:14 -0500
Subject: [rt-users] Modify ticket 'body' after extracting custom fields?
In-Reply-To: <CAEZrW8-uWrveHnJ7ueUHw_jdGaLtW=21aHtXC-rk6sT5d8QLOA@mail.gmail.com>
References: <51094AC9.1020702@mdibl.org> <20130204195222.GH1773@jibsheet.com>
	<51102508.2090801@mdibl.org>
	<CAEZrW8-uWrveHnJ7ueUHw_jdGaLtW=21aHtXC-rk6sT5d8QLOA@mail.gmail.com>
Message-ID: <20130205155714.GI1773@jibsheet.com>

On Mon, Feb 04, 2013 at 05:25:45PM -0500, Dan Madere wrote:
>    The way I handle this is, a scrip finds the email address and message body using regular
>    expressions. It then sets the requestor to the given email address and makes an additional
>    comment on the ticket with just the message body so it's easy to read and quote. We also
>    exclude these web form tickets from receiving an auto reply.

Roy - Dan's solution is one of the best to implement.
While it is technically possible to modify the body of an incoming
email from a MailPlugin, it isn't really advisable since you lose any
method of debugging what happened.  We often do what Dan suggested for
clients.

-kevin
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From kevin.comer at veracitypayments.com  Tue Feb  5 11:03:51 2013
From: kevin.comer at veracitypayments.com (Kevin Comer)
Date: Tue, 5 Feb 2013 11:03:51 -0500
Subject: [rt-users] Open Ticket On Resolve Of Dependants?
Message-ID: <51112D67.5020909@veracitypayments.com>

Hello,

I am new to Perl and RT Scrips, and I need to set up a scrip that will
change the parent ticket from new to open when all dependent tickets
have been resolved, or have it perform only on the Subject of one
Specific Ticket.

I found this script below and it works on the first ticket resolved. How
can I modify this scrip to either wait till all dependents are resolved
or resolved on a specific subject?

I have tried this to get it to work on the subject, but to no
avail.      next unless( $l->BaseObj->Subject eq
'Change-Coordinator-Approval');

How can I find or figure out what objects are available for the
different sections of a ticket? etc.

Condition: On Status Change
      Action: User Defined
  Template: Global Template Blank

Customer action: return 1;
Custom action cleanup code:
    return 1 if ($self->TransactionObj->NewValue !~
/^(?:resolved|deleted|rejected)$/);
    my $DepOnBy = $self->TicketObj->DependedOnBy;
    while( my $l = $DepOnBy->Next ) {
      next unless( $l->BaseURI->IsLocal );
      next unless( $l->BaseObj->Status =~ /^(?:new|open|stalled)$/ );

      # here you can add any action
      # see also example below
      $l->BaseObj->SetStatus('open');
    }
    $DepOnBy = undef;
    return 1;

Any thoughts or ideas?

Thanks in advance

The information transmitted in this email is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material.  Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon this information by persons or entities other than the intended recipient is prohibited.  If you received this email in error, please contact the sender and delete the email from your computer.


From chris.lasater at oracle.com  Tue Feb  5 13:00:49 2013
From: chris.lasater at oracle.com (Chris Lasater)
Date: Tue, 05 Feb 2013 13:00:49 -0500
Subject: [rt-users] Full text index with MySQL 5.6
In-Reply-To: <1355340204.21259.73.camel@umgah.localdomain>
References: <075EB917A60B9E4989CC8205FF8B3E9806A9BEEF@exchange1.ad.olemiss.edu>
	<1355340204.21259.73.camel@umgah.localdomain>
Message-ID: <1360087249.3446.2.camel@W04263.local>

Mysql 5.6 is out! :)  Just out of curiosity, were you guys planning on
adding support in 4.0.x or a bigger release?

http://www.phoronix.com/scan.php?page=news_item&px=MTI5MzI



On Wed, 2012-12-12 at 14:23 -0500, Alex Vandiver wrote:

> On Wed, 2012-12-12 at 18:08 +0000, Daksh Chauhan wrote:
> > I am wondering if any one has tried this with MySQL 5.6 and RT 4.x? 
> 
> FYI, MySQL 5.6 has still not hit general availability (GA), and is hence
> still a development release.
> 
> > I have RT 4.0.8 working on my test VM with MySQL 5.6.8, but need to
> > confirm if I can use same Index as documented here: 
> 
> No.  That index is specific to the Sphinx indexer, and will do nothing
> useful to interact with MySQL 5.6.
> 
> RT does not have support for MySQL 5.6's fulltext search; we're looking
> forward to it hitting GA, at which point we'll look into implementing
> support for it.  But as of now, 5.0 or 5.1 with Sphinx is the only
> solution on MySQL.
>  - Alex
> 
> --------
> We're hiring! http://bestpractical.com/jobs


-- 



Chris Lasater | IT Consultant 
Phone:  +1.407.458.1019 
Mobile: +1.407.902.6183
Email: Chris.Lasater at Oracle.com 
Oracle Oracle PDIT - Cloud Delivery
Lakefront Building
7453 TG Lee Blvd
Orlando, FL US 32822 
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From falcone at bestpractical.com  Tue Feb  5 13:14:14 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 5 Feb 2013 13:14:14 -0500
Subject: [rt-users] Full text index with MySQL 5.6
In-Reply-To: <1360087249.3446.2.camel@W04263.local>
References: <075EB917A60B9E4989CC8205FF8B3E9806A9BEEF@exchange1.ad.olemiss.edu>
	<1355340204.21259.73.camel@umgah.localdomain>
	<1360087249.3446.2.camel@W04263.local>
Message-ID: <20130205181414.GJ1773@jibsheet.com>

On Tue, Feb 05, 2013 at 01:00:49PM -0500, Chris Lasater wrote:
>    Mysql 5.6 is out! :)  Just out of curiosity, were you guys planning on adding support in 4.0.x
>    or a bigger release?
> 
>    http://www.phoronix.com/scan.php?page=news_item&px=MTI5MzI

There's a more recent mail about the 5.6 issues.

http://www.gossamer-threads.com/lists/rt/users/114057#114057

-kevin

>    On Wed, 2012-12-12 at 14:23 -0500, Alex Vandiver wrote:
> 
>  On Wed, 2012-12-12 at 18:08 +0000, Daksh Chauhan wrote:
>  > I am wondering if any one has tried this with MySQL 5.6 and RT 4.x?
> 
>  FYI, MySQL 5.6 has still not hit general availability (GA), and is hence
>  still a development release.
> 
>  > I have RT 4.0.8 working on my test VM with MySQL 5.6.8, but need to
>  > confirm if I can use same Index as documented here:
> 
>  No.  That index is specific to the Sphinx indexer, and will do nothing
>  useful to interact with MySQL 5.6.
> 
>  RT does not have support for MySQL 5.6's fulltext search; we're looking
>  forward to it hitting GA, at which point we'll look into implementing
>  support for it.  But as of now, 5.0 or 5.1 with Sphinx is the only
>  solution on MySQL.
>   - Alex
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From trs at bestpractical.com  Tue Feb  5 14:06:18 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 05 Feb 2013 11:06:18 -0800
Subject: [rt-users] ticket content not displaying via RT's web 'Search'
 but shows up with sphinx's 'search' binary
In-Reply-To: <5110D5E5.2080707@opensourcesolutions.co.in>
References: <5110CFF4.3010200@opensourcesolutions.co.in>
	<5110D5E5.2080707@opensourcesolutions.co.in>
Message-ID: <5111582A.5030700@bestpractical.com>

On 02/05/2013 01:50 AM, Subin wrote:
> This issue now seems to be with only 'updated' and 'newly' tickets. The
> custom
> string which I create by replying to tickets are not being returned via RT's
> web search. But are being returned when searched from command line using
> sphinx's 'search' binary.

Turn on RT's SQL statement logging via the StatementLog option:
http://bestpractical.com/rt/docs/4.0/RT_Config.html#StatementLog and
then either look at the log output or use Configuration ? Tools ? SQL
queries (easier) to find the fulltext query.  You'll see it queries the
AttachmentsIndex table.  You can run by hand the query RT is running to
start seeing where the problem lies.


From misilot at fit.edu  Tue Feb  5 14:58:29 2013
From: misilot at fit.edu (Thomas  Misilo)
Date: Tue, 5 Feb 2013 19:58:29 +0000
Subject: [rt-users] REST API and WebExternal Auth
Message-ID: <62CE05ACA8D0F145A68573455B2F6BF6308E7DD6@EX10-BE1.fit.edu>

Hi,

I was wondering if it would be possible to use the REST API and an External Auth? I keep getting redirected, when I try curling a url. Also, I was wondering if anyone has created a page that shows all current open tickets, and all current opened/unclaimed tickets?

Thanks,

Tom

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From mcmorran at mdibl.org  Tue Feb  5 16:44:52 2013
From: mcmorran at mdibl.org (Roy McMorran)
Date: Tue, 05 Feb 2013 16:44:52 -0500
Subject: [rt-users] Modify ticket 'body' after extracting custom fields?
In-Reply-To: <20130205155714.GI1773@jibsheet.com>
References: <51094AC9.1020702@mdibl.org> <20130204195222.GH1773@jibsheet.com>
	<51102508.2090801@mdibl.org>
	<CAEZrW8-uWrveHnJ7ueUHw_jdGaLtW=21aHtXC-rk6sT5d8QLOA@mail.gmail.com>
	<20130205155714.GI1773@jibsheet.com>
Message-ID: <51117D54.2080605@mdibl.org>

On 2/5/13 10:57 AM, Kevin Falcone wrote:
> On Mon, Feb 04, 2013 at 05:25:45PM -0500, Dan Madere wrote:
>> >    The way I handle this is, a scrip finds the email address and message body using regular
>> >    expressions. It then sets the requestor to the given email address and makes an additional
>> >    comment on the ticket with just the message body so it's easy to read and quote. We also
>> >    exclude these web form tickets from receiving an auto reply.
> Roy - Dan's solution is one of the best to implement.
> While it is technically possible to modify the body of an incoming
> email from a MailPlugin, it isn't really advisable since you lose any
> method of debugging what happened.  We often do what Dan suggested for
> clients.
>
> -kevin
OK, noted, I shall give that a try.  Thanks everyone!

-- 
Roy McMorran
Systems Administrator
MDI Biological Laboratory
mcmorran at mdibl.org

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From dgood at willingminds.com  Tue Feb  5 18:35:31 2013
From: dgood at willingminds.com (David Good)
Date: Tue, 05 Feb 2013 15:35:31 -0800
Subject: [rt-users] RT 4.0.8 TicketSQL issue
Message-ID: <51119743.5000302@willingminds.com>


We have an issue with our RT 4.0.8 instance that we didn't have with
3.8.8 that we just finished migrating from.  Some of our managers like
to search for tickets where the requestor is a 'VIP' user.  They use
fairly straightforward TicketSQL to build saved searches that are then
used for dashboards and RT at a Glance items.  This all worked fine in
RT 3.8.8, but when we upgraded to 4.0.8 the queries take so long to run
that it ends up timing out the webserver, making it very difficult for
users using them in RT at a Glance to login.  Checking the MySQL slow
query log (or just doing a 'show full processlist' while it's running)
shows that fairly straightforward TicketSQL query gets expanded into
ridiculously complex MySQL queries doing multiple joins on the same
tables for the same columns.  Is this a known issue?

Here's an example:

This TicketSQL:

Status = 'open' AND
(
Requestor.EmailAddress = 'bigwig0 at example.com' OR
Requestor.EmailAddress = 'bigwig1 at example.com' OR
Requestor.EmailAddress = 'bigwig2 at example.com' OR
Requestor.EmailAddress = 'bigwig3 at example.com' OR
Requestor.EmailAddress = 'bigwig4 at example.com' OR
Requestor.EmailAddress = 'bigwig5 at example.com' OR
Requestor.EmailAddress = 'bigwig6 at example.com' OR
Requestor.EmailAddress = 'bigwig7 at example.com' OR
Requestor.EmailAddress = 'bigwig8 at example.com' OR
Requestor.EmailAddress = 'bigwig9 at example.com' OR
Requestor.EmailAddress = 'bigwig10 at example.com' OR
Requestor.EmailAddress = 'bigwig11 at example.com' OR
Requestor.EmailAddress = 'bigwig12 at example.com' OR
Requestor.EmailAddress = 'bigwig13 at example.com' OR
Requestor.EmailAddress = 'bigwig14 at example.com' OR
Requestor.EmailAddress = 'bigwig15 at example.com' OR
Requestor.EmailAddress = 'bigwig16 at example.com' OR
Requestor.EmailAddress = 'bigwig17 at example.com' OR
Requestor.EmailAddress = 'bigwig18 at example.com' OR
Requestor.EmailAddress = 'bigwig19 at example.com' OR
Requestor.EmailAddress = 'bigwig20 at example.com' OR
Requestor.EmailAddress = 'bigwig21 at example.com' OR
Requestor.EmailAddress = 'bigwig22 at example.com' OR
Requestor.EmailAddress = 'bigwig23 at example.com' OR
Requestor.EmailAddress = 'bigwig24 at example.com' OR
Requestor.EmailAddress = 'bigwig25 at example.com' OR
Requestor.EmailAddress = 'bigwig26 at example.com' OR
Requestor.EmailAddress = 'bigwig27 at example.com' OR
Requestor.EmailAddress = 'bigwig28 at example.com'
)

Results in this MySQL query:

SELECT Count(DISTINCT main.id)
FROM   tickets main
       JOIN groups Groups_1
         ON ( Groups_1.domain = 'RT::Ticket-Role' )
            AND ( Groups_1.type = 'Requestor' )
            AND ( Groups_1.instance = main.id )
       JOIN cachedgroupmembers CachedGroupMembers_54
         ON ( CachedGroupMembers_54.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_18
         ON ( CachedGroupMembers_18.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_24
         ON ( CachedGroupMembers_24.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_16
         ON ( CachedGroupMembers_16.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_12
         ON ( CachedGroupMembers_12.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_48
         ON ( CachedGroupMembers_48.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_2
         ON ( CachedGroupMembers_2.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_6
         ON ( CachedGroupMembers_6.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_26
         ON ( CachedGroupMembers_26.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_22
         ON ( CachedGroupMembers_22.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_58
         ON ( CachedGroupMembers_58.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_30
         ON ( CachedGroupMembers_30.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_44
         ON ( CachedGroupMembers_44.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_20
         ON ( CachedGroupMembers_20.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_42
         ON ( CachedGroupMembers_42.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_8
         ON ( CachedGroupMembers_8.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_32
         ON ( CachedGroupMembers_32.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_56
         ON ( CachedGroupMembers_56.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_38
         ON ( CachedGroupMembers_38.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_4
         ON ( CachedGroupMembers_4.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_36
         ON ( CachedGroupMembers_36.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_14
         ON ( CachedGroupMembers_14.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_10
         ON ( CachedGroupMembers_10.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_50
         ON ( CachedGroupMembers_50.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_40
         ON ( CachedGroupMembers_40.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_46
         ON ( CachedGroupMembers_46.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_52
         ON ( CachedGroupMembers_52.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_28
         ON ( CachedGroupMembers_28.groupid = Groups_1.id )
       JOIN cachedgroupmembers CachedGroupMembers_34
         ON ( CachedGroupMembers_34.groupid = Groups_1.id )
       LEFT JOIN users Users_15
              ON ( Users_15.id = CachedGroupMembers_14.memberid )
       LEFT JOIN users Users_53
              ON ( Users_53.id = CachedGroupMembers_52.memberid )
       LEFT JOIN users Users_7
              ON ( Users_7.id = CachedGroupMembers_6.memberid )
       LEFT JOIN users Users_25
              ON ( Users_25.id = CachedGroupMembers_24.memberid )
       LEFT JOIN users Users_31
              ON ( Users_31.id = CachedGroupMembers_30.memberid )
       LEFT JOIN users Users_51
              ON ( Users_51.id = CachedGroupMembers_50.memberid )
       LEFT JOIN users Users_17
              ON ( Users_17.id = CachedGroupMembers_16.memberid )
       LEFT JOIN users Users_5
              ON ( Users_5.id = CachedGroupMembers_4.memberid )
       LEFT JOIN users Users_49
              ON ( Users_49.id = CachedGroupMembers_48.memberid )
       LEFT JOIN users Users_33
              ON ( Users_33.id = CachedGroupMembers_32.memberid )
       LEFT JOIN users Users_3
              ON ( Users_3.id = CachedGroupMembers_2.memberid )
       LEFT JOIN users Users_47
              ON ( Users_47.id = CachedGroupMembers_46.memberid )
       LEFT JOIN users Users_9
              ON ( Users_9.id = CachedGroupMembers_8.memberid )
       LEFT JOIN users Users_43
              ON ( Users_43.id = CachedGroupMembers_42.memberid )
       LEFT JOIN users Users_27
              ON ( Users_27.id = CachedGroupMembers_26.memberid )
       LEFT JOIN users Users_57
              ON ( Users_57.id = CachedGroupMembers_56.memberid )
       LEFT JOIN users Users_11
              ON ( Users_11.id = CachedGroupMembers_10.memberid )
       LEFT JOIN users Users_35
              ON ( Users_35.id = CachedGroupMembers_34.memberid )
       LEFT JOIN users Users_59
              ON ( Users_59.id = CachedGroupMembers_58.memberid )
       LEFT JOIN users Users_45
              ON ( Users_45.id = CachedGroupMembers_44.memberid )
       LEFT JOIN users Users_29
              ON ( Users_29.id = CachedGroupMembers_28.memberid )
       LEFT JOIN users Users_37
              ON ( Users_37.id = CachedGroupMembers_36.memberid )
       LEFT JOIN users Users_23
              ON ( Users_23.id = CachedGroupMembers_22.memberid )
       LEFT JOIN users Users_41
              ON ( Users_41.id = CachedGroupMembers_40.memberid )
       LEFT JOIN users Users_39
              ON ( Users_39.id = CachedGroupMembers_38.memberid )
       LEFT JOIN users Users_13
              ON ( Users_13.id = CachedGroupMembers_12.memberid )
       LEFT JOIN users Users_19
              ON ( Users_19.id = CachedGroupMembers_18.memberid )
       LEFT JOIN users Users_55
              ON ( Users_55.id = CachedGroupMembers_54.memberid )
       LEFT JOIN users Users_21
              ON ( Users_21.id = CachedGroupMembers_20.memberid )
WHERE  ( CachedGroupMembers_42.disabled = '0' )
       AND ( CachedGroupMembers_30.disabled = '0' )
       AND ( CachedGroupMembers_6.disabled = '0' )
       AND ( CachedGroupMembers_44.disabled = '0' )
       AND ( CachedGroupMembers_52.disabled = '0' )
       AND ( main.type = 'ticket' )
       AND ( CachedGroupMembers_18.disabled = '0' )
       AND ( CachedGroupMembers_12.disabled = '0' )
       AND ( CachedGroupMembers_4.disabled = '0' )
       AND ( CachedGroupMembers_48.disabled = '0' )
       AND ( CachedGroupMembers_16.disabled = '0' )
       AND ( main.status = 'open'
             AND ( ( Users_3.emailaddress = 'bigwig0 at example.com' )
                    OR ( Users_5.emailaddress = 'bigwig1 at example.com' )
                    OR ( Users_7.emailaddress = 'bigwig2 at example.com' )
                    OR ( Users_9.emailaddress = 'bigwig3 at example.com' )
                    OR ( Users_11.emailaddress = 'bigwig4 at example.com' )
                    OR ( Users_13.emailaddress = 'bigwig5 at example.com' )
                    OR ( Users_15.emailaddress = 'bigwig6 at example.com' )
                    OR ( Users_17.emailaddress = 'bigwig7 at example.com' )
                    OR ( Users_19.emailaddress = 'bigwig8 at example.com' )
                    OR ( Users_21.emailaddress = 'bigwig9 at example.com' )
                    OR ( Users_23.emailaddress = 'bigwig10 at example.com' )
                    OR ( Users_25.emailaddress = 'bigwig11 at example.com' )
                    OR ( Users_27.emailaddress = 'bigwig12 at example.com' )
                    OR ( Users_29.emailaddress = 'bigwig13 at example.com' )
                    OR ( Users_31.emailaddress = 'bigwig14 at example.com' )
                    OR ( Users_33.emailaddress = 'bigwig15 at example.com' )
                    OR ( Users_35.emailaddress = 'bigwig16 at example.com' )
                    OR ( Users_37.emailaddress = 'bigwig17 at example.com' )
                    OR ( Users_39.emailaddress = 'bigwig18 at example.com' )
                    OR ( Users_41.emailaddress = 'bigwig19 at example.com' )
                    OR ( Users_43.emailaddress = 'bigwig20 at example.com' )
                    OR ( Users_45.emailaddress = 'bigwig21 at example.com' )
                    OR ( Users_47.emailaddress = 'bigwig22 at example.com' )
                    OR ( Users_49.emailaddress = 'bigwig23 at example.com' )
                    OR ( Users_51.emailaddress = 'bigwig24 at example.com' )
                    OR ( Users_53.emailaddress = 'bigwig25 at example.com' )
                    OR ( Users_55.emailaddress = 'bigwig26 at example.com' )
                    OR ( Users_57.emailaddress = 'bigwig27 at example.com' )
                    OR ( Users_59.emailaddress = 'bigwig28 at example.com'
) ) )
       AND ( CachedGroupMembers_34.disabled = '0' )
       AND ( CachedGroupMembers_24.disabled = '0' )
       AND ( CachedGroupMembers_46.disabled = '0' )
       AND ( CachedGroupMembers_8.disabled = '0' )
       AND ( CachedGroupMembers_22.disabled = '0' )
       AND ( CachedGroupMembers_28.disabled = '0' )
       AND ( CachedGroupMembers_56.disabled = '0' )
       AND ( CachedGroupMembers_54.disabled = '0' )
       AND ( CachedGroupMembers_2.disabled = '0' )
       AND ( CachedGroupMembers_14.disabled = '0' )
       AND ( CachedGroupMembers_36.disabled = '0' )
       AND ( main.effectiveid = main.id )
       AND ( CachedGroupMembers_50.disabled = '0' )
       AND ( CachedGroupMembers_38.disabled = '0' )
       AND ( CachedGroupMembers_32.disabled = '0' )
       AND ( CachedGroupMembers_20.disabled = '0' )
       AND ( CachedGroupMembers_10.disabled = '0' )
       AND ( CachedGroupMembers_58.disabled = '0' )
       AND ( main.status != 'deleted' )
       AND ( CachedGroupMembers_26.disabled = '0' )
       AND ( CachedGroupMembers_40.disabled = '0' )


From trs at bestpractical.com  Tue Feb  5 18:55:09 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 05 Feb 2013 15:55:09 -0800
Subject: [rt-users] RT 4.0.8 TicketSQL issue
In-Reply-To: <51119743.5000302@willingminds.com>
References: <51119743.5000302@willingminds.com>
Message-ID: <51119BDD.3080507@bestpractical.com>

On 02/05/2013 03:35 PM, David Good wrote:
> We have an issue with our RT 4.0.8 instance that we didn't have with
> 3.8.8 that we just finished migrating from.  Some of our managers like
> to search for tickets where the requestor is a 'VIP' user.  They use
> fairly straightforward TicketSQL to build saved searches that are then
> used for dashboards and RT at a Glance items.  This all worked fine in
> RT 3.8.8, but when we upgraded to 4.0.8 the queries take so long to run
> that it ends up timing out the webserver, making it very difficult for
> users using them in RT at a Glance to login.  Checking the MySQL slow
> query log (or just doing a 'show full processlist' while it's running)
> shows that fairly straightforward TicketSQL query gets expanded into
> ridiculously complex MySQL queries doing multiple joins on the same
> tables for the same columns.  Is this a known issue?

Open bug here: http://issues.bestpractical.com/Ticket/Display.html?id=18414

Another RT user wrote a patch which is MySQL-specific, but it's not a
clean solution (code-wise) and has some problems which make it not
something we can just ship as-is (see the ticket).

It's a straightforward query, but also seems a tad ridiculous to be
listing so many individual addresses.  As a more maintainable solution,
and a workaround to the bug, try setting the Organization of every one
of those big wigs to "VIP" or "Executive" or similar.  Then you can
write a much nicer query like this:

    Status = 'open' and Requestor.Organization = 'VIP'

This also means all you need to do when a big wig cashes out or a new
one comes in is to adjust their Organization, rather than potentially
edit a whole bunch of saved searches.

If you're already using Organization, you can use another user field
instead (some are searchable by default, others need a couple config
tweaks).

> Here's an example:
> 
> This TicketSQL:
> 
> Status = 'open' AND
> (
> Requestor.EmailAddress = 'bigwig0 at example.com' OR
> Requestor.EmailAddress = 'bigwig1 at example.com' OR
> Requestor.EmailAddress = 'bigwig2 at example.com' OR
> Requestor.EmailAddress = 'bigwig3 at example.com' OR
> Requestor.EmailAddress = 'bigwig4 at example.com' OR
> Requestor.EmailAddress = 'bigwig5 at example.com' OR
> Requestor.EmailAddress = 'bigwig6 at example.com' OR
> Requestor.EmailAddress = 'bigwig7 at example.com' OR
> Requestor.EmailAddress = 'bigwig8 at example.com' OR
> Requestor.EmailAddress = 'bigwig9 at example.com' OR
> Requestor.EmailAddress = 'bigwig10 at example.com' OR
> Requestor.EmailAddress = 'bigwig11 at example.com' OR
> Requestor.EmailAddress = 'bigwig12 at example.com' OR
> Requestor.EmailAddress = 'bigwig13 at example.com' OR
> Requestor.EmailAddress = 'bigwig14 at example.com' OR
> Requestor.EmailAddress = 'bigwig15 at example.com' OR
> Requestor.EmailAddress = 'bigwig16 at example.com' OR
> Requestor.EmailAddress = 'bigwig17 at example.com' OR
> Requestor.EmailAddress = 'bigwig18 at example.com' OR
> Requestor.EmailAddress = 'bigwig19 at example.com' OR
> Requestor.EmailAddress = 'bigwig20 at example.com' OR
> Requestor.EmailAddress = 'bigwig21 at example.com' OR
> Requestor.EmailAddress = 'bigwig22 at example.com' OR
> Requestor.EmailAddress = 'bigwig23 at example.com' OR
> Requestor.EmailAddress = 'bigwig24 at example.com' OR
> Requestor.EmailAddress = 'bigwig25 at example.com' OR
> Requestor.EmailAddress = 'bigwig26 at example.com' OR
> Requestor.EmailAddress = 'bigwig27 at example.com' OR
> Requestor.EmailAddress = 'bigwig28 at example.com'
> )



From cloos at netcologne.de  Wed Feb  6 03:53:21 2013
From: cloos at netcologne.de (Christian Loos)
Date: Wed, 06 Feb 2013 09:53:21 +0100
Subject: [rt-users] Open Ticket On Resolve Of Dependants?
In-Reply-To: <51112D67.5020909@veracitypayments.com>
References: <51112D67.5020909@veracitypayments.com>
Message-ID: <51121A01.9000603@netcologne.de>

Hi Kevin,

this scrip open the parent ticket if all dependent are closed:

my $deps = $self->TicketObj->DependedOnBy;
while( my $link = $deps->Next ) {
    next unless $link->BaseURI->IsLocal;
    my $dep = $link->BaseObj;
    next if $dep->QueueObj->IsInactiveStatus($dep->Status);
    $dep->SetStatus('open') unless $dep->HasUnresolvedDependencies;
}
return 1;

Note that you have to change your scrip condition to "On Close".

I don't understand the part with the ticket subject. Maybe you can
figure it out by yourself with my suggestion or you can explain it a
little bit more what you want to do.

Chris

Am 05.02.2013 17:03, schrieb Kevin Comer:
> Hello,
> 
> I am new to Perl and RT Scrips, and I need to set up a scrip that will
> change the parent ticket from new to open when all dependent tickets
> have been resolved, or have it perform only on the Subject of one
> Specific Ticket.
> 
> I found this script below and it works on the first ticket resolved. How
> can I modify this scrip to either wait till all dependents are resolved
> or resolved on a specific subject?
> 
> I have tried this to get it to work on the subject, but to no
> avail.      next unless( $l->BaseObj->Subject eq
> 'Change-Coordinator-Approval');
> 
> How can I find or figure out what objects are available for the
> different sections of a ticket? etc.
> 
> Condition: On Status Change
>      Action: User Defined
>  Template: Global Template Blank
> 
> Customer action: return 1;
> Custom action cleanup code:
>    return 1 if ($self->TransactionObj->NewValue !~
> /^(?:resolved|deleted|rejected)$/);
>    my $DepOnBy = $self->TicketObj->DependedOnBy;
>    while( my $l = $DepOnBy->Next ) {
>      next unless( $l->BaseURI->IsLocal );
>      next unless( $l->BaseObj->Status =~ /^(?:new|open|stalled)$/ );
> 
>      # here you can add any action
>      # see also example below
>      $l->BaseObj->SetStatus('open');
>    }
>    $DepOnBy = undef;
>    return 1;
> 
> Any thoughts or ideas?
> 
> Thanks in advance
> 
> The information transmitted in this email is intended only for the
> person or entity to which it is addressed and may contain confidential
> and/or privileged material.  Any review, retransmission, dissemination
> or other use of, or taking of any action in reliance upon this
> information by persons or entities other than the intended recipient is
> prohibited.  If you received this email in error, please contact the
> sender and delete the email from your computer.
> 
> 



From subin at opensourcesolutions.co.in  Wed Feb  6 05:42:53 2013
From: subin at opensourcesolutions.co.in (Subin)
Date: Wed, 06 Feb 2013 16:12:53 +0530
Subject: [rt-users] ticket content not displaying via RT's web 'Search'
 but shows up with sphinx's 'search' binary
In-Reply-To: <5111582A.5030700@bestpractical.com>
References: <5110CFF4.3010200@opensourcesolutions.co.in>
	<5110D5E5.2080707@opensourcesolutions.co.in>
	<5111582A.5030700@bestpractical.com>
Message-ID: <511233AD.6070104@opensourcesolutions.co.in>

I've SQL query logging onto a file rt.log. While running searches I'm 
suffixing "grep AttachmentsIndex"
since there is no much of other log data.

I've noticed, for every "successful" string search(a search that returns 
expected matching results)
from RT webUI there are 2 sets of SQL queries performed on 
'AttachmentsIndex'. One begins with
'SELECT COUNT(DISTINCT main.id)...' and other 'SELECT DISTINCT 
main.*...'. Please see the output below
from the logs for the search query 'fulltext:uniqops2reply1' where 
'uniqops2reply1'//was the only
content of a particular ticket that was indexed.
/
//SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN Transactions 
Transactions_1  ON
( Transactions_1.ObjectType = 'RT::Ticket' ) AND ( 
Transactions_1.ObjectId = main.id )
JOIN Attachments Attachments_2  ON ( Attachments_2.TransactionId = 
Transactions_1.id )
JOIN AttachmentsIndex AttachmentsIndex_3  ON ( AttachmentsIndex_3.id = 
Attachments_2.id )
WHERE (main.Status != 'deleted') AND ( (  ( AttachmentsIndex_3.query = 
'uniqops2reply1;limit=10000;maxmatches=10000' )  )
AND  ( main.Status = 'new' OR main.Status = 'open' OR main.Status = 
'stalled' ) ) AND (main.Type = 'ticket')
AND (main.EffectiveId = main.id) ; 
(/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1183)/
*
*/SELECT DISTINCT main.* FROM Tickets main JOIN Transactions 
Transactions_1  ON
( Transactions_1.ObjectType = 'RT::Ticket' ) AND ( 
Transactions_1.ObjectId = main.id )
JOIN Attachments Attachments_2  ON ( Attachments_2.TransactionId = 
Transactions_1.id )
JOIN AttachmentsIndex AttachmentsIndex_3  ON ( AttachmentsIndex_3.id = 
Attachments_2.id )
WHERE (main.Status != 'deleted') AND ( (  ( AttachmentsIndex_3.query = 
'uniqops2reply1;limit=10000;maxmatches=10000' )  )
AND  ( main.Status = 'new' OR main.Status = 'open' OR main.Status = 
'stalled' ) )
AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ORDER BY 
main.id ASC
LIMIT 50; (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1183)//
/
Next, I made a 2nd reply to the same ticket with the content as 
'uniqops2reply2'. I ran 'indexer' with
--rotate and was successful. For clarity, I issued CLI search of sphinx 
and it exactly matched
the string 'uniqops2reply2' in the same ticket. But on querying 
'fulltext:uniqops2reply2' on
web-UI it failed with 0 results! I checked the logs to see that only 1 
out of the 2 SQL queries
were executed i.e. only the below was seen for the failed web-UI search:

/SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN Transactions 
Transactions_1  ON
( Transactions_1.ObjectType = 'RT::Ticket' ) AND ( 
Transactions_1.ObjectId = main.id )
JOIN Attachments Attachments_2  ON ( Attachments_2.TransactionId = 
Transactions_1.id )
JOIN AttachmentsIndex AttachmentsIndex_3  ON ( AttachmentsIndex_3.id = 
Attachments_2.id )
WHERE (main.Status != 'deleted') AND ( (  ( AttachmentsIndex_3.query = 
'uniqops2reply2;limit=10000;maxmatches=10000' )  )
AND  ( main.Status = 'new' OR main.Status = 'open' OR main.Status = 
'stalled' ) ) AND (main.Type = 'ticket')
AND (main.EffectiveId = main.id) ; 
(/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1183)

/The /'SELECT DISTINCT...' /query//was missing. I re-ran 'indexer' again 
but the same story repeated.
I executed this missing query by hand on the MySQL server and it 
returned the matching result!

Testing further, another 3rd reply was made to the same ticket with 
content 'uniqops2reply3'.
I *did not *run 'indexer'. Then I ran the previous failed query 
'fulltext:uniqops2reply2'.
Surprisingly it returned the results! Also on checking rt.log both the 
SQL queries
/'SELECT COUNT...' /and '/SELECT DISTINCT...' /were executed!

I ran 'indexer' to index the 3rd reply. Same story; 
'fulltext:uniqops2reply3' failed with 0
results and with only /'SELECT COUNT...'/ being executed. I created a 
new ticket instead
of replying to the same ticket. I issued the previously failed 
'fulltext:uniqops2reply3' again,
but this time it returned the expected result with both SQL queries 
executed.

So it seems that after an update is made and is indexed, it requires 
another update for the previously
updated content to be available from RT's webUI search OR putting it in 
more specific terms: it requires
another update so that '/SELECT DISTINCT...' /is also executed on 
AttachmentsIndex while searching
for previously indexed content. What could possibly be the problem here?

Thanks,
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From kevin.comer at veracitypayments.com  Wed Feb  6 09:26:23 2013
From: kevin.comer at veracitypayments.com (Kevin Comer)
Date: Wed, 6 Feb 2013 09:26:23 -0500
Subject: [rt-users] Open Ticket On Resolve Of Dependants?
In-Reply-To: <51121A01.9000603@netcologne.de>
References: <51112D67.5020909@veracitypayments.com>
	<51121A01.9000603@netcologne.de>
Message-ID: <5112680F.4040202@veracitypayments.com>


Thanks Christian

Our Process:
1. Parent Ticket created, & Custom Fields Selected ->
2. scrip Creates multiple Approval tickets with Specific Subjects ->
3. When All Approvals are completed, Parent ticket is set to open via
script ->
4. on Status change to Open of Parent ticket, -> a new Implementation
ticket is created to a Queue based on Custom Field from Parent Ticket.
5. New Implementation ticket is then ready to be worked and Resolved.
6. Once All tickets are Resolved the Parent ticket can be Resolved
7. TBD (On Completion create a new Review ticket/s for Finial Approval)

The solution to open based on Subject would fire when a ticket with a
Specific Subject line was resolved.

In our case this is an approval process and there will be several
approvals, such as Manager, Security, Change Coordinator etc.
If the scrip sets the parent ticket to open based on Subject, our
process would be to resolve the Change Coordinator ticket last. The
other Approval tickets could be approved anytime before the Change
Coordinator. Once all approvals are completed the Implementation ticket
is then ready to be worked.


On 02/06/2013 03:53 AM, Christian Loos wrote:
> Hi Kevin,
>
> this scrip open the parent ticket if all dependent are closed:
>
> my $deps = $self->TicketObj->DependedOnBy;
> while( my $link = $deps->Next ) {
>      next unless $link->BaseURI->IsLocal;
>      my $dep = $link->BaseObj;
>      next if $dep->QueueObj->IsInactiveStatus($dep->Status);
>      $dep->SetStatus('open') unless $dep->HasUnresolvedDependencies;
> }
> return 1;
>
> Note that you have to change your scrip condition to "On Close".
>
> I don't understand the part with the ticket subject. Maybe you can
> figure it out by yourself with my suggestion or you can explain it a
> little bit more what you want to do.
>
> Chris
>
> Am 05.02.2013 17:03, schrieb Kevin Comer:
>> Hello,
>>
>> I am new to Perl and RT Scrips, and I need to set up a scrip that will
>> change the parent ticket from new to open when all dependent tickets
>> have been resolved, or have it perform only on the Subject of one
>> Specific Ticket.
>>
>> I found this script below and it works on the first ticket resolved. How
>> can I modify this scrip to either wait till all dependents are resolved
>> or resolved on a specific subject?
>>
>> I have tried this to get it to work on the subject, but to no
>> avail.      next unless( $l->BaseObj->Subject eq
>> 'Change-Coordinator-Approval');
>>
>> How can I find or figure out what objects are available for the
>> different sections of a ticket? etc.
>>
>> Condition: On Status Change
>>       Action: User Defined
>>   Template: Global Template Blank
>>
>> Customer action: return 1;
>> Custom action cleanup code:
>>     return 1 if ($self->TransactionObj->NewValue !~
>> /^(?:resolved|deleted|rejected)$/);
>>     my $DepOnBy = $self->TicketObj->DependedOnBy;
>>     while( my $l = $DepOnBy->Next ) {
>>       next unless( $l->BaseURI->IsLocal );
>>       next unless( $l->BaseObj->Status =~ /^(?:new|open|stalled)$/ );
>>
>>       # here you can add any action
>>       # see also example below
>>       $l->BaseObj->SetStatus('open');
>>     }
>>     $DepOnBy = undef;
>>     return 1;
>>
>> Any thoughts or ideas?
>>
>> Thanks in advance
>>
>> The information transmitted in this email is intended only for the
>> person or entity to which it is addressed and may contain confidential
>> and/or privileged material.  Any review, retransmission, dissemination
>> or other use of, or taking of any action in reliance upon this
>> information by persons or entities other than the intended recipient is
>> prohibited.  If you received this email in error, please contact the
>> sender and delete the email from your computer.
>>
>>


The information transmitted in this email is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material.  Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon this information by persons or entities other than the intended recipient is prohibited.  If you received this email in error, please contact the sender and delete the email from your computer.


From martin.wheldon at greenhills-it.co.uk  Wed Feb  6 10:45:29 2013
From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon)
Date: Wed, 06 Feb 2013 15:45:29 +0000
Subject: [rt-users] REST API and WebExternal Auth
In-Reply-To: <62CE05ACA8D0F145A68573455B2F6BF6308E7DD6@EX10-BE1.fit.edu>
References: <62CE05ACA8D0F145A68573455B2F6BF6308E7DD6@EX10-BE1.fit.edu>
Message-ID: <a2a1563ed6e1a21f7b234d33a7d42fae@mail.greenhills-it.co.uk>

Hi Tom,

It is definatly possible to use the REST API with external auth as we 
use it to run scheduled reports.
I've not used curl, all our scripts are in python.

I would guess that you are not providing the credentials correctly, the 
following wiki page may help.

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

Best Regards

Martin

On 2013-02-05 19:58, Thomas  Misilo wrote:
> Hi,
>
> I was wondering if it would be possible to use the REST API and an
> External Auth? I keep getting redirected, when I try curling a url.
> Also, I was wondering if anyone has created a page that shows all
> current open tickets, and all current opened/unclaimed tickets?
>
> Thanks,
>
> Tom
>
>  !DSPAM:9,51115b1633231209415469!



From falcone at bestpractical.com  Wed Feb  6 12:16:00 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 6 Feb 2013 12:16:00 -0500
Subject: [rt-users] REST API and WebExternal Auth
In-Reply-To: <62CE05ACA8D0F145A68573455B2F6BF6308E7DD6@EX10-BE1.fit.edu>
References: <62CE05ACA8D0F145A68573455B2F6BF6308E7DD6@EX10-BE1.fit.edu>
Message-ID: <20130206171600.GK1773@jibsheet.com>

On Tue, Feb 05, 2013 at 07:58:29PM +0000, Thomas  Misilo wrote:
>    I was wondering if it would be possible to use the REST API and an External Auth? I keep
>    getting redirected, when I try curling a url. Also, I was wondering if anyone has created a
>    page that shows all current open tickets, and all current opened/unclaimed tickets?

Is the user who is logging in via REST marked as Privileged in the
admin UI?  If not, they don't have access.  You'll either need to
allow Unprivileged users access in the config or mark your users
Privileged.

But, logging into REST with an RT-Authen-ExternalAuth provided
password works just fine.

-kevin
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From trs at bestpractical.com  Wed Feb  6 12:42:04 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 06 Feb 2013 09:42:04 -0800
Subject: [rt-users] ticket content not displaying via RT's web 'Search'
 but shows up with sphinx's 'search' binary
In-Reply-To: <511233AD.6070104@opensourcesolutions.co.in>
References: <5110CFF4.3010200@opensourcesolutions.co.in>
	<5110D5E5.2080707@opensourcesolutions.co.in>
	<5111582A.5030700@bestpractical.com>
	<511233AD.6070104@opensourcesolutions.co.in>
Message-ID: <511295EC.20108@bestpractical.com>

On 02/06/2013 02:42 AM, Subin wrote:
> So it seems that after an update is made and is indexed, it requires 
> another update for the previously updated content to be available
> from RT's webUI search OR putting it in more specific terms: it
> requires another update so that '/SELECT DISTINCT...' /is also
> executed on AttachmentsIndex while searching for previously indexed
> content. What could possibly be the problem here?

The first query is selecting the number of rows that would match; when
RT sees that MySQL reports 0 rows, it doesn't bother to run the query
which fetches the actual ticket data.  It's not a bug that the second
query isn't run when the first returns 0.  The question is why does the
first query return 0, and I expect that's more MySQL and Sphinx related
than RT related.

It's not clear what you're reindexing when you run 'indexer'.  Are you
reindexing the main index or the delta index or both?

Do you have this problem if you don't use a delta index (i.e. is this
caused by the main+delta setup you're using for Sphinx)?


From testwreq at gmail.com  Wed Feb  6 14:22:19 2013
From: testwreq at gmail.com (Testwreq Wreq)
Date: Wed, 6 Feb 2013 14:22:19 -0500
Subject: [rt-users] Ticket Duplication
Message-ID: <CAE9VTQJNsfzykPv7_gxh8azNWu9bCxoDQ9cEDxnmHNJNi5BOkA@mail.gmail.com>

We are using Rt 4.0.8 with mysql and sendmail

Our RT tickets are created by our users by sending an email to rt at ....

Randomly some of the tickets are duplicating on creation. So far I am
unable to find any pattern in this duplication.

Can some one please guide how to troubleshoot this issue. Which logs should
I be looking at?

Thanks much! I will appreciate all the responses.
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From jgrace at photodex.com  Wed Feb  6 20:25:14 2013
From: jgrace at photodex.com (joegrace13)
Date: Wed, 6 Feb 2013 17:25:14 -0800 (PST)
Subject: [rt-users] "Helpdesk Support" in all correspondance
Message-ID: <1360200314495-52623.post@n7.nabble.com>

When ever a ticket is replied to this phrase appears:

-----------------------------------
On 2/6/13 6:02 PM, "Helpdesk Support" <helpme at mycompany.com> wrote:
-----------------------------------

I want to change this (perhaps to the users name or email address) but I
cannot for the life of me find what controls that wording. I can't find
"Helpdesk Support" in any of the config files.

Can somebody point me in the right direction?

-Joe



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Helpdesk-Support-in-all-correspondance-tp52623.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From nick.fennell at appliansys.com  Thu Feb  7 04:32:50 2013
From: nick.fennell at appliansys.com (Nick Fennell)
Date: Thu, 7 Feb 2013 09:32:50 +0000
Subject: [rt-users] "Helpdesk Support" in all correspondance
In-Reply-To: <1360200314495-52623.post@n7.nabble.com>
References: <1360200314495-52623.post@n7.nabble.com>
Message-ID: <9377F1C3-E31F-4261-8EF2-A60B97F872F1@appliansys.com>

Hi Joe.

I think that'll be configured on the Queue as a 'Subject Tag'

Nick
-- 
Nick Fennell
ApplianSys Support Team Leader

ApplianSys Limited
University of Warwick Science Park
Business Innovation Centre
Harry Weston Road
Coventry CV3 2TX

t: +44 (0) 870 7707 789
s: nick-fennell
www.appliansys.com

Our sales team sells by referral:
Less time looking for customers, more time looking after them

Subscribe: http://eepurl.com/ibKtY

On 7 Feb 2013, at 01:25, joegrace13 <jgrace at photodex.com> wrote:

> When ever a ticket is replied to this phrase appears:
> 
> -----------------------------------
> On 2/6/13 6:02 PM, "Helpdesk Support" <helpme at mycompany.com> wrote:
> -----------------------------------
> 
> I want to change this (perhaps to the users name or email address) but I
> cannot for the life of me find what controls that wording. I can't find
> "Helpdesk Support" in any of the config files.
> 
> Can somebody point me in the right direction?
> 
> -Joe
> 
> 
> 
> --
> View this message in context: http://requesttracker.8502.n7.nabble.com/Helpdesk-Support-in-all-correspondance-tp52623.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> 
> 
> -- 
> Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T

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From martin.klima at warhorsestudios.cz  Thu Feb  7 04:31:53 2013
From: martin.klima at warhorsestudios.cz (=?iso-8859-2?Q?Martin_Kl=EDma?=)
Date: Thu, 7 Feb 2013 09:31:53 +0000
Subject: [rt-users] Problem with __maps__
Message-ID: <A5A92CA1CDFEBB41A98E689CE45F12E54760ACC4@MAIL01SRV.warhorse.local>

Hello,

Last week we have installed Request Tracker in our office. When customizing it I have encountered a problem I was able to solve but there are some issues I would like to point out.

I created a custom lifecycle in RT_SiteConfig and assigned it to a queue. This worked without problem. There was an open ticket in the queue and when the lifecycle was changed, it stayed in the 'open' state. As there is no 'open' state in our custom lifecycle, it was impossible to do anything with it. I tried to move it to another queue with default lifecycle, but I got " There is no mapping for statuses " error message, even though I created __maps__ entry. I then spend about two hours debugging Lifecycle.pm and looking for syntax errors in my config, re-reading documentation until I finally realized that __maps__ is not entry in the my_custom_lifecycle 'subhash' but rather an entry directly in the Lifecycles hash. I suggest that this sentence from the documentation:

> The lifecycle configuration has a __maps__ entry to allow you to specify the mappings you want between different queues.

is at least ambiguous, if not misleading.

I then got another error message, "Mapping between queues' lifecycles is incomplete". After more debugging I realized that as the issue is in the 'open' status which is not a part of the custom lifecycle, there is obviously no entry for it in the hash that maps custom lifecycle states to those of the default one. After adding 'open' => 'open' to the map everything worked.

The main issue seems to me that assigning a lifecycle to a queue does not migrate the tickets in the queue to a new lifecycle. I should have got "There is no mapping for statuses" error when I was assigning the new lifecycle. Strangely, I was not able to change the queue lifecycle back to default: no error message was shown, but the lifecycle did not change. This problem persists even after I moved all tickets from the queue.

Best regards,

Martin
--
Martin Klima, Warhorse Studios
web: http://www.warhorsestudios.cz




From subin at opensourcesolutions.co.in  Thu Feb  7 06:13:29 2013
From: subin at opensourcesolutions.co.in (Subin)
Date: Thu, 07 Feb 2013 16:43:29 +0530
Subject: [rt-users] ticket content not displaying via RT's web 'Search'
 but shows up with sphinx's 'search' binary
In-Reply-To: <511295EC.20108@bestpractical.com>
References: <5110CFF4.3010200@opensourcesolutions.co.in>
	<5110D5E5.2080707@opensourcesolutions.co.in>
	<5111582A.5030700@bestpractical.com>
	<511233AD.6070104@opensourcesolutions.co.in>
	<511295EC.20108@bestpractical.com>
Message-ID: <51138C59.4040109@opensourcesolutions.co.in>

> .... the second query isn't run when the first returns 0.
This hint helped narrow down things. I figured out the pattern/situation
under which search failure occurs, which is:

"If I create/update a ticket and immediately perform fulltext: search
of the same content before reindexing is run(on delta), it will fail to
show up on fulltext searches even after the content is later
reindexed. In this situation if I run a 'search' from CLI(on delta index
specifically) it returns successful hits. Running SELECT COUNT by hand
also returns >0 integer at this point. If I do not search for newly created
ticket-content before its reindexed, this won't occur. Things are normal
in that case."

Yes, it is bit awkward but that is the pattern I observe after 8-9 hit and
trials ! I'll try clarify things in steps for you:

1. Created a new ticket. Subject - uniqsupport1 , Content - uniqsupport1tic.
So I'll be searching for this 1 word content from web end.

2. Searched "fulltext:uniqsupport1tic" from RT's web end. Yes obviously it
didn't return a result.

3. Executed SELECT COUNT query that I got from the logs for this search
and it returned 0. All as expected.

4. Indexed delta index (rt_delta) with --rotate. From the command line,
I did "search -i rt_delta uniqsupport1tic". Got a matching result ticket
as expected. I executed the same SELECT COUNT query from Step 2
by hand and it returned 1.

5. I issued "fulltext:uniqsupport1tic" for 2nd time from RT's web end.
Surprisingly, 0 matching result. Observing rt.log I find that only the
SELECT COUNT was being executed in response to this 2nd time fulltext
search. This was happening when the same SELECT COUNT returned
1 for the search of the same ticket content 'uniqsupport1tic'.

After Step 5, I reindexed delta again but proved no use. In this
situation I created a "new" ticket with some random content. I ran the
previous failed search again (fulltext:uniqsupport1tic) for 3rd time
and this time, it returned the exact matching result. On checking the
logs, the 2 SQL queries were also executed consecutively. This also
worked if I replied to ANY existing ticket instead of creating a new one!

The interesting fact here is that had I NOT done 'Step 2' after updating
or creating a ticket, this whole issue don't exist and I get exact matching
results from fulltext search "without creating or updating a ticket".
Yes. I redid Steps 1-5 with a new ticket "skipping only Step 2" and in
the 5th step I got the exact matching result.

Thanks,


From janniezbedny1887 at gmail.com  Thu Feb  7 08:56:43 2013
From: janniezbedny1887 at gmail.com (=?ISO-8859-2?Q?Jan_Niezb=EAdny?=)
Date: Thu, 7 Feb 2013 14:56:43 +0100
Subject: [rt-users] Update RT 3.6.7 and MW 1.6.10 on Red Hat 4 ES - QUESTION
Message-ID: <CAE4WCxTAKuZe1kJG=dndhRt4SzOeRHmpmYkUazQvgWmMQSjR_A@mail.gmail.com>

I got a task to update RT and MediaWiki to possible newest version.
It?s a little old release: RT 3.6.7 and MW 1.6.10  stands on Red Hat 4
ES.

I read UPGRADING-3.6 /3.8/4.0, UPGRADING.mysql, README and a few posts
about it. But I don?t have experience in doing backups, so I wanna ask
more experienced user, what solution you advise?
-	Install all on new system for example Red Hat 6.3 x86_64
-	Or upgrade RT and MW on the old machine

If somebody have some description how to make succes update,
step-by-step or something . I will be very appreciate.


Regards


From Joshua.Lansford at laserlinc.com  Thu Feb  7 08:58:33 2013
From: Joshua.Lansford at laserlinc.com (Joshua Lansford)
Date: Thu, 07 Feb 2013 08:58:33 -0500
Subject: [rt-users] Ticket Image attach corruption
Message-ID: <5113B309.2070400@laserlinc.com>

Thanks to whoever credit is due for the RT program.  I have been looking 
for a while for a bug tracking system I could convince my company to 
use.  I am now rolling out RT for our company and almost everyone I talk 
to about it is excited to use it.  I believe the main contributing 
factor is the high integration with email.  This allows me to place RT 
inline with existing communication and support practices with minimal 
retraining.

I have discovered the multiple image custom field option.  After the 
procedure for uploading the image completes and I click on the file name 
I get RT Error Corrupted customfieldvalue URL.  By Googling I have 
discovered that the max filesize of an attachment is  512KB.
http://kb.mit.edu/confluence/pages/viewpage.action?pageId=4272898
However even when restricting my upload to images below this size the 
same error occurs.

RT is installed on Ubuntu 12.04.1 LTS \n \l
RT was installed using the package manager following the instructions at
https://help.ubuntu.com/community/Request%20Tracker

I did move the location of the mysql database to a data drive according 
to these instructions V, but the system has been operating fine otherwise.
http://www.ubuntugeek.com/how-to-change-the-mysql-data-default-directory.html

A screenshot of the error is uploaded here
http://public.laserlinc.com/temp/Joshua/Screenshot-2.png

A screenshot of the ticket with the misbehaving tickets is found here
http://public.laserlinc.com/temp/Joshua/Screenshot.png

Thanks
~Joshua
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From ktm at rice.edu  Thu Feb  7 09:16:04 2013
From: ktm at rice.edu (ktm at rice.edu)
Date: Thu, 7 Feb 2013 08:16:04 -0600
Subject: [rt-users] Ticket Image attach corruption
In-Reply-To: <5113B309.2070400@laserlinc.com>
References: <5113B309.2070400@laserlinc.com>
Message-ID: <20130207141604.GQ12811@aart.rice.edu>

On Thu, Feb 07, 2013 at 08:58:33AM -0500, Joshua Lansford wrote:
> Thanks to whoever credit is due for the RT program.  I have been
> looking for a while for a bug tracking system I could convince my
> company to use.  I am now rolling out RT for our company and almost
> everyone I talk to about it is excited to use it.  I believe the
> main contributing factor is the high integration with email.  This
> allows me to place RT inline with existing communication and support
> practices with minimal retraining.
> 
> I have discovered the multiple image custom field option.  After the
> procedure for uploading the image completes and I click on the file
> name I get RT Error Corrupted customfieldvalue URL.  By Googling I
> have discovered that the max filesize of an attachment is  512KB.
> http://kb.mit.edu/confluence/pages/viewpage.action?pageId=4272898
> However even when restricting my upload to images below this size
> the same error occurs.

Hi Joshua,

This is documentation for an MIT setup about their local limits.
You can set "MaxAttachmentSize" in your RT_SiteConfig.pm to whatever
size you need AND can support within your DB backend. We have ours
set to 10^7:

Set($MaxAttachmentSize , 10000000);

Obviously, the MIT setup has that set to 512KB instead.

Regards,
Ken


From jvdwege at xs4all.nl  Thu Feb  7 09:52:32 2013
From: jvdwege at xs4all.nl (Joop)
Date: Thu, 07 Feb 2013 15:52:32 +0100
Subject: [rt-users] Update RT 3.6.7 and MW 1.6.10 on Red Hat 4 ES -
	QUESTION
In-Reply-To: <CAE4WCxTAKuZe1kJG=dndhRt4SzOeRHmpmYkUazQvgWmMQSjR_A@mail.gmail.com>
References: <CAE4WCxTAKuZe1kJG=dndhRt4SzOeRHmpmYkUazQvgWmMQSjR_A@mail.gmail.com>
Message-ID: <5113BFB0.4080005@xs4all.nl>

Jan Niezb?dny wrote:
> I got a task to update RT and MediaWiki to possible newest version.
> It?s a little old release: RT 3.6.7 and MW 1.6.10  stands on Red Hat 4
> ES.
>
> I read UPGRADING-3.6 /3.8/4.0, UPGRADING.mysql, README and a few posts
> about it. But I don?t have experience in doing backups, so I wanna ask
> more experienced user, what solution you advise?
> -	Install all on new system for example Red Hat 6.3 x86_64
>   
I would install on an all new system and import the old database and 
then migrate according the docs.
If anything goes wrong: make dropdb and restart from step 1
This way you can test and test until you're confident that you can do it 
in x hours and bring down the old instance after taking a last backup, 
restore that on you new one and upgrade it and test it and go to 
production. This way you can even keep the old one as a reference copy, 
won't know why but its still there.

Good luck,

Joop



From falcone at bestpractical.com  Thu Feb  7 10:24:38 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 7 Feb 2013 10:24:38 -0500
Subject: [rt-users] "Helpdesk Support" in all correspondance
In-Reply-To: <1360200314495-52623.post@n7.nabble.com>
References: <1360200314495-52623.post@n7.nabble.com>
Message-ID: <20130207152438.GL1773@jibsheet.com>

On Wed, Feb 06, 2013 at 05:25:14PM -0800, joegrace13 wrote:
> When ever a ticket is replied to this phrase appears:
> 
> -----------------------------------
> On 2/6/13 6:02 PM, "Helpdesk Support" <helpme at mycompany.com> wrote:
> -----------------------------------
> 
> I want to change this (perhaps to the users name or email address) but I
> cannot for the life of me find what controls that wording. I can't find
> "Helpdesk Support" in any of the config files.
> 
> Can somebody point me in the right direction?

RT's default is to put the 'Actor's name in the From: when replying.
So, if you get an Autoreply from our RT system, it would come in as 
the Queue's Description followed by the correspond address.
From: "Bugs in RT" <rt-bugs at ....>
but if I reply to a ticket, the mail would come out as
From: "Kevin Falcone via RT" <rt-bugs at ...>

Keep in mind, your mail client may have remembered that the first mail
it ever saw came from Helpdesk Support, so check that this isn't a
client issue rather than something RT is generating.

Of course, it's possible to configure RT to always send the queue's
description by changing templates, and folks do that.

You're already doing something interesting because RT's default is to
include that via RT.  Go check your templates and your
FriendlyFromLine settings.  You may also want to clarify *where*
you're seeing this header.

-kevin
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From falcone at bestpractical.com  Thu Feb  7 10:25:13 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 7 Feb 2013 10:25:13 -0500
Subject: [rt-users] "Helpdesk Support" in all correspondance
In-Reply-To: <9377F1C3-E31F-4261-8EF2-A60B97F872F1@appliansys.com>
References: <1360200314495-52623.post@n7.nabble.com>
	<9377F1C3-E31F-4261-8EF2-A60B97F872F1@appliansys.com>
Message-ID: <20130207152513.GM1773@jibsheet.com>

On Thu, Feb 07, 2013 at 09:32:50AM +0000, Nick Fennell wrote:
>    I think that'll be configured on the Queue as a 'Subject Tag'

The Subject Tag controls [rt3 #12345], not the phrase of the email
address.

-kevin

>    On 7 Feb 2013, at 01:25, joegrace13 <[3]jgrace at photodex.com> wrote:
> 
>      When ever a ticket is replied to this phrase appears:
> 
>      -----------------------------------
>      On 2/6/13 6:02 PM, "Helpdesk Support" <[4]helpme at mycompany.com> wrote:
>      -----------------------------------
> 
>      I want to change this (perhaps to the users name or email address) but I
>      cannot for the life of me find what controls that wording. I can't find
>      "Helpdesk Support" in any of the config files.
> 
>      Can somebody point me in the right direction?
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From falcone at bestpractical.com  Thu Feb  7 10:26:00 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 7 Feb 2013 10:26:00 -0500
Subject: [rt-users] Open Ticket On Resolve Of Dependants?
In-Reply-To: <5112680F.4040202@veracitypayments.com>
References: <51112D67.5020909@veracitypayments.com>
	<51121A01.9000603@netcologne.de>
	<5112680F.4040202@veracitypayments.com>
Message-ID: <20130207152600.GN1773@jibsheet.com>

On Wed, Feb 06, 2013 at 09:26:23AM -0500, Kevin Comer wrote:
> 
> Our Process:
> 1. Parent Ticket created, & Custom Fields Selected ->
> 2. scrip Creates multiple Approval tickets with Specific Subjects ->
> 3. When All Approvals are completed, Parent ticket is set to open via
> script ->
> 4. on Status change to Open of Parent ticket, -> a new Implementation
> ticket is created to a Queue based on Custom Field from Parent Ticket.
> 5. New Implementation ticket is then ready to be worked and Resolved.
> 6. Once All tickets are Resolved the Parent ticket can be Resolved
> 7. TBD (On Completion create a new Review ticket/s for Finial Approval)
> 
> The solution to open based on Subject would fire when a ticket with a
> Specific Subject line was resolved.
> 
> In our case this is an approval process and there will be several
> approvals, such as Manager, Security, Change Coordinator etc.
> If the scrip sets the parent ticket to open based on Subject, our
> process would be to resolve the Change Coordinator ticket last. The
> other Approval tickets could be approved anytime before the Change
> Coordinator. Once all approvals are completed the Implementation ticket
> is then ready to be worked.

Have you considered using RT's approvals?
http://bestpractical.com/rt/docs/latest/customizing/approvals.html
rather than building from scratch

-kevin

> On 02/06/2013 03:53 AM, Christian Loos wrote:
> >Hi Kevin,
> >
> >this scrip open the parent ticket if all dependent are closed:
> >
> >my $deps = $self->TicketObj->DependedOnBy;
> >while( my $link = $deps->Next ) {
> >     next unless $link->BaseURI->IsLocal;
> >     my $dep = $link->BaseObj;
> >     next if $dep->QueueObj->IsInactiveStatus($dep->Status);
> >     $dep->SetStatus('open') unless $dep->HasUnresolvedDependencies;
> >}
> >return 1;
> >
> >Note that you have to change your scrip condition to "On Close".
> >
> >I don't understand the part with the ticket subject. Maybe you can
> >figure it out by yourself with my suggestion or you can explain it a
> >little bit more what you want to do.
> >
> >Chris
> >
> >Am 05.02.2013 17:03, schrieb Kevin Comer:
> >>Hello,
> >>
> >>I am new to Perl and RT Scrips, and I need to set up a scrip that will
> >>change the parent ticket from new to open when all dependent tickets
> >>have been resolved, or have it perform only on the Subject of one
> >>Specific Ticket.
> >>
> >>I found this script below and it works on the first ticket resolved. How
> >>can I modify this scrip to either wait till all dependents are resolved
> >>or resolved on a specific subject?
> >>
> >>I have tried this to get it to work on the subject, but to no
> >>avail.      next unless( $l->BaseObj->Subject eq
> >>'Change-Coordinator-Approval');
> >>
> >>How can I find or figure out what objects are available for the
> >>different sections of a ticket? etc.
> >>
> >>Condition: On Status Change
> >>      Action: User Defined
> >>  Template: Global Template Blank
> >>
> >>Customer action: return 1;
> >>Custom action cleanup code:
> >>    return 1 if ($self->TransactionObj->NewValue !~
> >>/^(?:resolved|deleted|rejected)$/);
> >>    my $DepOnBy = $self->TicketObj->DependedOnBy;
> >>    while( my $l = $DepOnBy->Next ) {
> >>      next unless( $l->BaseURI->IsLocal );
> >>      next unless( $l->BaseObj->Status =~ /^(?:new|open|stalled)$/ );
> >>
> >>      # here you can add any action
> >>      # see also example below
> >>      $l->BaseObj->SetStatus('open');
> >>    }
> >>    $DepOnBy = undef;
> >>    return 1;
> >>
> >>Any thoughts or ideas?
> >>
> >>Thanks in advance
> >>
> >>The information transmitted in this email is intended only for the
> >>person or entity to which it is addressed and may contain confidential
> >>and/or privileged material.  Any review, retransmission, dissemination
> >>or other use of, or taking of any action in reliance upon this
> >>information by persons or entities other than the intended recipient is
> >>prohibited.  If you received this email in error, please contact the
> >>sender and delete the email from your computer.
> >>
> >>
> 
> 
> The information transmitted in this email is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material.  Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon this information by persons or entities other than the intended recipient is prohibited.  If you received this email in error, please contact the sender and delete the email from your computer.
> 
> 
> -- 
> Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
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From falcone at bestpractical.com  Thu Feb  7 10:35:51 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 7 Feb 2013 10:35:51 -0500
Subject: [rt-users] Problem with __maps__
In-Reply-To: <A5A92CA1CDFEBB41A98E689CE45F12E54760ACC4@MAIL01SRV.warhorse.local>
References: <A5A92CA1CDFEBB41A98E689CE45F12E54760ACC4@MAIL01SRV.warhorse.local>
Message-ID: <20130207153551.GO1773@jibsheet.com>

On Thu, Feb 07, 2013 at 09:31:53AM +0000, Martin Kl?ma wrote:
> The main issue seems to me that assigning a lifecycle to a queue does
> not migrate the tickets in the queue to a new lifecycle. I should
> have got "There is no mapping for statuses" error when I was
> assigning the new lifecycle. 

This is a known bug we've been discussing how to fix.  There's a lot
of magic that needs to happen when you change a lifecycle midstream.
You have to leave transitions in place until you migrate away from the
old statuses and it's a pain.  Unfortunately, on a large queue, any
sort of magic could run for a long time and time out, etc.  It's also
a bit 'magic' behind the scenes, so we want to wrap it up in a nice
enough dialog for the admin.  We're hopeful that something will get
into 4.2 for this.  Fixing the error message to say something about
transitions rather than maps should be fixable for 4.0, please file a
bug about that?

> Strangely, I was not able to change the
> queue lifecycle back to default: no error message was shown, but the
> lifecycle did not change. This problem persists even after I moved
> all tickets from the queue.

This should not be the case since 4.0.9.  What version of RT did you
install?  The current release is 4.0.10.

-kevin
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From falcone at bestpractical.com  Thu Feb  7 10:37:58 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 7 Feb 2013 10:37:58 -0500
Subject: [rt-users] Ticket Image attach corruption
In-Reply-To: <20130207141604.GQ12811@aart.rice.edu>
References: <5113B309.2070400@laserlinc.com>
	<20130207141604.GQ12811@aart.rice.edu>
Message-ID: <20130207153758.GP1773@jibsheet.com>

On Thu, Feb 07, 2013 at 08:16:04AM -0600, ktm at rice.edu wrote:
> On Thu, Feb 07, 2013 at 08:58:33AM -0500, Joshua Lansford wrote:
> > Thanks to whoever credit is due for the RT program.  I have been
> > looking for a while for a bug tracking system I could convince my
> > company to use.  I am now rolling out RT for our company and almost
> > everyone I talk to about it is excited to use it.  I believe the
> > main contributing factor is the high integration with email.  This
> > allows me to place RT inline with existing communication and support
> > practices with minimal retraining.
> > 
> > I have discovered the multiple image custom field option.  After the
> > procedure for uploading the image completes and I click on the file
> > name I get RT Error Corrupted customfieldvalue URL.  By Googling I
> > have discovered that the max filesize of an attachment is  512KB.
> > http://kb.mit.edu/confluence/pages/viewpage.action?pageId=4272898
> > However even when restricting my upload to images below this size
> > the same error occurs.
> 
> This is documentation for an MIT setup about their local limits.
> You can set "MaxAttachmentSize" in your RT_SiteConfig.pm to whatever
> size you need AND can support within your DB backend. We have ours
> set to 10^7:
> 
> Set($MaxAttachmentSize , 10000000);
> 
> Obviously, the MIT setup has that set to 512KB instead.

Joshua - to expand on Ken's comments, the documentation shipped with
your RT install and available to read and examine in
/opt/rt4/etc/RT_Config.pm is also available to read here:
http://bestpractical.com/rt/docs/latest/RT_Config.html#MaxAttachmentSize

-kevin
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From jra at baylink.com  Thu Feb  7 11:06:51 2013
From: jra at baylink.com (Jay Ashworth)
Date: Thu, 7 Feb 2013 11:06:51 -0500 (EST)
Subject: [rt-users] Problem with __maps__
In-Reply-To: <20130207153551.GO1773@jibsheet.com>
Message-ID: <14179130.5275.1360253211368.JavaMail.root@benjamin.baylink.com>

----- Original Message -----
> From: "Kevin Falcone" <falcone at bestpractical.com>

> This is a known bug we've been discussing how to fix. There's a lot
> of magic that needs to happen when you change a lifecycle midstream.
> You have to leave transitions in place until you migrate away from the
> old statuses and it's a pain. Unfortunately, on a large queue, any
> sort of magic could run for a long time and time out, etc.

That is a problem that crops up in a bunch of different places of different
sizes and scopes, all the way down to "does $AndroidClient cache status 
postings if it can't get them through due to a local connectivity error" 
(for Tweetcaster the answer is "yes, visibly"; for Facebook, "maybe,
but you can't tell), and I believe the indicated design pattern there is
"Job Queue".

Is there already something in RTs internals for handling queued jobs?

If not, is this a big enough issue -- and might you gain useful leverage
in the future -- from introducing it?

Cheersr,
-- jra
-- 
Jay R. Ashworth                  Baylink                       jra at baylink.com
Designer                     The Things I Think                       RFC 2100
Ashworth & Associates     http://baylink.pitas.com         2000 Land Rover DII
St Petersburg FL USA               #natog                      +1 727 647 1274


From martin.klima at warhorsestudios.cz  Thu Feb  7 11:18:49 2013
From: martin.klima at warhorsestudios.cz (=?iso-8859-2?Q?Martin_Kl=EDma?=)
Date: Thu, 7 Feb 2013 16:18:49 +0000
Subject: [rt-users] Problem with __maps__
In-Reply-To: <20130207153551.GO1773@jibsheet.com>
References: <A5A92CA1CDFEBB41A98E689CE45F12E54760ACC4@MAIL01SRV.warhorse.local>
	<20130207153551.GO1773@jibsheet.com>
Message-ID: <A5A92CA1CDFEBB41A98E689CE45F12E54760ADD6@MAIL01SRV.warhorse.local>

Many thanks for your reply, Kevin. 

> Fixing the error message to say something about transitions rather than maps should be fixable for 4.0, please file a bug about that?

All right, will do

> This should not be the case since 4.0.9.  What version of RT did you install?  The current release is 4.0.10.

We are on 4.0.8.

Cheers,

Martin


From martin.klima at warhorsestudios.cz  Thu Feb  7 11:25:56 2013
From: martin.klima at warhorsestudios.cz (=?iso-8859-2?Q?Martin_Kl=EDma?=)
Date: Thu, 7 Feb 2013 16:25:56 +0000
Subject: [rt-users] Custom Lifecycle and My Tickets
Message-ID: <A5A92CA1CDFEBB41A98E689CE45F12E54760ADEA@MAIL01SRV.warhorse.local>

Hello,

After setting up a custom Lifecycle I noticed that my tickets stopped appearing in My Tickets widget on the homepage. After some digging, I found out that the My Tickets search in etc/initialdata contains the following line:

> Query   => " Owner = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open' )

As my new lifecycle does not have 'open' status, of course the tickets do not show in the search. I edited the initialdata file and run rt-setup-database --action insert and as far as I can see, the database is updated: when I do Base64 decode on the storable field in the table Attributes, I can see my updated query. However, the My Tickets search still does not work and the query string there has its default initial value. Is there a way to change it? I know I can add saved search to dashboard, but I would like this to work for every user "out of the box".

Best regards,

Martin
--
Martin Klima, Warhorse Studios
web: http://www.warhorsestudios.cz





From dhutty at allgoodbits.org  Thu Feb  7 11:34:36 2013
From: dhutty at allgoodbits.org (Duncan Hutty)
Date: Thu, 07 Feb 2013 11:34:36 -0500
Subject: [rt-users] A nagios plugin for ticket counts
Message-ID: <5113D79C.8040501@allgoodbits.org>

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

A Nagios plugin to check RT for the number of tickets that satisfy
some arbitrary TicketSQL:

https://github.com/dhutty/nagios-plugin-requesttracker-ticketcount

It's meeting a need for $employer, comments/improvements welcome.

- -- 
Duncan Hutty
http://www.allgoodbits.org
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From falcone at bestpractical.com  Thu Feb  7 12:02:51 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 7 Feb 2013 12:02:51 -0500
Subject: [rt-users] Custom Lifecycle and My Tickets
In-Reply-To: <A5A92CA1CDFEBB41A98E689CE45F12E54760ADEA@MAIL01SRV.warhorse.local>
References: <A5A92CA1CDFEBB41A98E689CE45F12E54760ADEA@MAIL01SRV.warhorse.local>
Message-ID: <20130207170251.GQ1773@jibsheet.com>

On Thu, Feb 07, 2013 at 04:25:56PM +0000, Martin Kl?ma wrote:
> Hello,
> 
> After setting up a custom Lifecycle I noticed that my tickets stopped appearing in My Tickets widget on the homepage. After some digging, I found out that the My Tickets search in etc/initialdata contains the following line:
> 
> > Query   => " Owner = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open' )
> 
> As my new lifecycle does not have 'open' status, of course the tickets do not show in the search. I edited the initialdata file and run rt-setup-database --action insert and as far as I can see, the database is updated: when I do Base64 decode on the storable field in the table Attributes, I can see my updated query. However, the My Tickets search still does not work and the query string there has its default initial value. Is there a way to change it? I know I can add saved search to dashboard, but I would like this to work for every user "out of the box".

Log in as root, click on the Edit link in the upper righthand corner
of My Tickets, click on edit the saved search, edit the search, save
the search.

This only works for users who haven't hacked up My Tickets already.

And yes, we all want __Active__ but nobody's had time to hack in the
magic (easy) and test (harder).  We have ~5 lifecycles in our main RT
and some of them have long status names, so we feel your pain.

-kevin
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From falcone at bestpractical.com  Thu Feb  7 12:03:44 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 7 Feb 2013 12:03:44 -0500
Subject: [rt-users] Problem with __maps__
In-Reply-To: <14179130.5275.1360253211368.JavaMail.root@benjamin.baylink.com>
References: <20130207153551.GO1773@jibsheet.com>
	<14179130.5275.1360253211368.JavaMail.root@benjamin.baylink.com>
Message-ID: <20130207170344.GR1773@jibsheet.com>

On Thu, Feb 07, 2013 at 11:06:51AM -0500, Jay Ashworth wrote:
> Is there already something in RTs internals for handling queued jobs?

There is not.

> If not, is this a big enough issue -- and might you gain useful leverage
> in the future -- from introducing it?

Already being discussed.  There are a number of things that would
benefit from it.  Clearly it would increase the complexity of the
installation process.

-kevin
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From JThuau at spacex.com  Thu Feb  7 11:57:00 2013
From: JThuau at spacex.com (Jok Thuau)
Date: Thu, 7 Feb 2013 16:57:00 +0000
Subject: [rt-users] "Helpdesk Support" in all correspondance
In-Reply-To: <20130207152438.GL1773@jibsheet.com>
Message-ID: <C515DB950DC5EA4182BEB5F3C804ADA7CACD5571@HT1-MAILDB1.spacex.corp>

>
>Keep in mind, your mail client may have remembered that the first mail
>it ever saw came from Helpdesk Support, so check that this isn't a
>client issue rather than something RT is generating.

I believe that Exchange will do "interesting things" based on the data in
active directory and replace the "from" with what's in there. It might be
as simple as verifying if you have an account in AD which has
"helpme at company.com" as an stmp address.

Thanks,
Jok



From Joshua.Lansford at laserlinc.com  Thu Feb  7 10:48:41 2013
From: Joshua.Lansford at laserlinc.com (Joshua Lansford)
Date: Thu, 07 Feb 2013 10:48:41 -0500
Subject: [rt-users] Ticket Image attach corruption
In-Reply-To: <20130207153758.GP1773@jibsheet.com>
References: <5113B309.2070400@laserlinc.com>
	<20130207141604.GQ12811@aart.rice.edu>
	<20130207153758.GP1773@jibsheet.com>
Message-ID: <5113CCD9.5020509@laserlinc.com>

On 02/07/2013 10:37 AM, Kevin Falcone wrote:
> Set($MaxAttachmentSize , 10000000);
Thank you.  It is now working.  :-)
~Joshua


From jra at baylink.com  Thu Feb  7 12:14:55 2013
From: jra at baylink.com (Jay Ashworth)
Date: Thu, 7 Feb 2013 12:14:55 -0500 (EST)
Subject: [rt-users] Problem with __maps__
In-Reply-To: <20130207170344.GR1773@jibsheet.com>
Message-ID: <7301666.5291.1360257295843.JavaMail.root@benjamin.baylink.com>

----- Original Message -----
> From: "Kevin Falcone" <falcone at bestpractical.com>

> On Thu, Feb 07, 2013 at 11:06:51AM -0500, Jay Ashworth wrote:
> > Is there already something in RTs internals for handling queued
> > jobs?
> 
> There is not.
> 
> > If not, is this a big enough issue -- and might you gain useful
> > leverage
> > in the future -- from introducing it?
> 
> Already being discussed. There are a number of things that would
> benefit from it. Clearly it would increase the complexity of the
> installation process.

Ah yes: the "writing the code myself is not the only cost I avoid in 
integrating Other People's Components" realization; the Dirty Little 
Secret of open source design.

"Already being discussed" was the right answer, though.  :-)

Cheers,
-- jra
-- 
Jay R. Ashworth                  Baylink                       jra at baylink.com
Designer                     The Things I Think                       RFC 2100
Ashworth & Associates     http://baylink.pitas.com         2000 Land Rover DII
St Petersburg FL USA               #natog                      +1 727 647 1274


From martin.klima at warhorsestudios.cz  Thu Feb  7 13:47:55 2013
From: martin.klima at warhorsestudios.cz (=?iso-8859-2?Q?Martin_Kl=EDma?=)
Date: Thu, 7 Feb 2013 18:47:55 +0000
Subject: [rt-users] Custom Lifecycle and My Tickets
In-Reply-To: <20130207170251.GQ1773@jibsheet.com>
References: <A5A92CA1CDFEBB41A98E689CE45F12E54760ADEA@MAIL01SRV.warhorse.local>
	<20130207170251.GQ1773@jibsheet.com>
Message-ID: <A5A92CA1CDFEBB41A98E689CE45F12E54760AE62@MAIL01SRV.warhorse.local>

> Log in as root, click on the Edit link in the upper righthand corner of My Tickets, 
> click on edit the saved search, edit the search, save the search.

How very stupid of me not to notice that. You are a lifesaver, Kevin.

> This only works for users who haven't hacked up My Tickets already.

Fortunately, I was not beyond redemption yet and it worked for me.

> And yes, we all want __Active__ but nobody's had time to hack in the magic (easy) 
> and test (harder).  We have ~5 lifecycles in our main RT and some of them 
> have long status names, so we feel your pain.

Yes, that would be great. Thanks for your help anyway, we only have one custom lifecycle so far, so we can live with it.

Cheers,

Martin


From trs at bestpractical.com  Thu Feb  7 13:50:32 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 07 Feb 2013 10:50:32 -0800
Subject: [rt-users] ticket content not displaying via RT's web 'Search'
 but shows up with sphinx's 'search' binary
In-Reply-To: <51138C59.4040109@opensourcesolutions.co.in>
References: <5110CFF4.3010200@opensourcesolutions.co.in>
	<5110D5E5.2080707@opensourcesolutions.co.in>
	<5111582A.5030700@bestpractical.com>
	<511233AD.6070104@opensourcesolutions.co.in>
	<511295EC.20108@bestpractical.com>
	<51138C59.4040109@opensourcesolutions.co.in>
Message-ID: <5113F778.4010208@bestpractical.com>

On 02/07/2013 03:13 AM, Subin wrote:
>> .... the second query isn't run when the first returns 0.
> This hint helped narrow down things. I figured out the pattern/situation
> under which search failure occurs, which is:
> 
> "If I create/update a ticket and immediately perform fulltext: search
> of the same content before reindexing is run(on delta), it will fail to
> show up on fulltext searches even after the content is later
> reindexed. In this situation if I run a 'search' from CLI(on delta index
> specifically) it returns successful hits. Running SELECT COUNT by hand
> also returns >0 integer at this point. If I do not search for newly created
> ticket-content before its reindexed, this won't occur. Things are normal
> in that case."

Thanks for your detailed investigation and description (which I've
trimmed from below).  It sounds very much like you're hitting a cache on
the SELECT COUNT query that isn't expired until you create a new ticket
(or presumably after some longer amount of time).  RT doesn't cache
database queries this way, so I suspect it's MySQL's standard query
cache or, perhaps more likely, some cache in the Sphinx engine for MySQL
(not the sphinxd server itself).  Modifying one of the tables involved
in the query, as you do by creating a new ticket or replying to an
existing ticket, then triggers the cache expiry.

If you're interested in further tracking this down, I'd investigate
caching at the MySQL and Sphinx level.  However, it may be moot in a
production environment where the caching is beneficial and there's
enough database activity to keep it from being noticeably stale.


From trs at bestpractical.com  Thu Feb  7 13:55:54 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 07 Feb 2013 10:55:54 -0800
Subject: [rt-users] Ticket Image attach corruption
In-Reply-To: <5113B309.2070400@laserlinc.com>
References: <5113B309.2070400@laserlinc.com>
Message-ID: <5113F8BA.7070003@bestpractical.com>

On 02/07/2013 05:58 AM, Joshua Lansford wrote:
> Thanks to whoever credit is due for the RT program.  I have been looking
> for a while for a bug tracking system I could convince my company to
> use.  I am now rolling out RT for our company and almost everyone I talk
> to about it is excited to use it.  I believe the main contributing
> factor is the high integration with email.  This allows me to place RT
> inline with existing communication and support practices with minimal
> retraining.
> 
> I have discovered the multiple image custom field option.  After the
> procedure for uploading the image completes and I click on the file name
> I get RT Error Corrupted customfieldvalue URL.  By Googling I have
> discovered that the max filesize of an attachment is  512KB.
> http://kb.mit.edu/confluence/pages/viewpage.action?pageId=4272898
> However even when restricting my upload to images below this size the
> same error occurs.
> 
> RT is installed on Ubuntu 12.04.1 LTS \n \l
> RT was installed using the package manager following the instructions at
> https://help.ubuntu.com/community/Request%20Tracker

Hopefully you're starting with the latest version of RT, 4.0.10, or at
least close to it in the 4.0 series.  The Ubuntu wiki page you link to
is a bit outdated and installs the 3.8 series.

Thomas


From Joshua.Lansford at laserlinc.com  Thu Feb  7 14:08:16 2013
From: Joshua.Lansford at laserlinc.com (Joshua Lansford)
Date: Thu, 07 Feb 2013 14:08:16 -0500
Subject: [rt-users] Ticket Image attach corruption
In-Reply-To: <5113F8BA.7070003@bestpractical.com>
References: <5113B309.2070400@laserlinc.com>
	<5113F8BA.7070003@bestpractical.com>
Message-ID: <5113FBA0.9080206@laserlinc.com>

On 02/07/2013 01:55 PM, Thomas Sibley wrote:
> Hopefully you're starting with the latest version of RT, 4.0.10, or at
> least close to it in the 4.0 series.  The Ubuntu wiki page you link to
> is a bit outdated and installs the 3.8 series.
>
> Thomas

3.8.11



From trs at bestpractical.com  Thu Feb  7 14:12:24 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 07 Feb 2013 11:12:24 -0800
Subject: [rt-users] Ticket Image attach corruption
In-Reply-To: <5113FBA0.9080206@laserlinc.com>
References: <5113B309.2070400@laserlinc.com>
	<5113F8BA.7070003@bestpractical.com>
	<5113FBA0.9080206@laserlinc.com>
Message-ID: <5113FC98.7080106@bestpractical.com>

On 02/07/2013 11:08 AM, Joshua Lansford wrote:
> On 02/07/2013 01:55 PM, Thomas Sibley wrote:
>> Hopefully you're starting with the latest version of RT, 4.0.10, or at
>> least close to it in the 4.0 series.  The Ubuntu wiki page you link to
>> is a bit outdated and installs the 3.8 series.
>>
> 3.8.11

We highly recommend that any new installs of RT start out in the 4.0
series.  The latest release is 4.0.10.

3.8 has been getting only security fixes and _serious_ bug fixes for
well over a year now.


From testwreq at gmail.com  Thu Feb  7 14:17:16 2013
From: testwreq at gmail.com (Testwreq Wreq)
Date: Thu, 7 Feb 2013 14:17:16 -0500
Subject: [rt-users] duplicate ticket creation
Message-ID: <CAE9VTQLex43Y7eNSGg2L5M50qtqxKro7hFaH7j1Lp48FEja=rA@mail.gmail.com>

We are using Rt 4.0.8 with mysql and sendmail
>
> Our RT tickets are created by our users by sending an email to rt at ....
>
> Randomly some of the tickets are duplicating on creation. So far I am
> unable to find any pattern in this duplication.
>
> Can some one please guide how to troubleshoot this issue. Which logs
> should I be looking at besides the mail logs?
>
>
I am wondering when the ticket comes into the sendmail queue, how is it
duplicating? The mail queue emptie out instantly, the only log I see is
mail log with duplicated ticket.

>
>
> Thanks much! I will appreciate all the responses.
>
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From jra at baylink.com  Thu Feb  7 14:43:28 2013
From: jra at baylink.com (Jay Ashworth)
Date: Thu, 7 Feb 2013 14:43:28 -0500 (EST)
Subject: [rt-users] Ticket Image attach corruption
In-Reply-To: <5113FC98.7080106@bestpractical.com>
Message-ID: <32733633.5331.1360266208545.JavaMail.root@benjamin.baylink.com>

----- Original Message -----
> From: "Thomas Sibley" <trs at bestpractical.com>

> We highly recommend that any new installs of RT start out in the 4.0
> series. The latest release is 4.0.10.
> 
> 3.8 has been getting only security fixes and _serious_ bug fixes for
> well over a year now.

Question: do you guys make a point, at all, of evangelizing to distro
maintainers and packagers that they package 4.x, or, more to the point
pull 3.x *out* of repos?

Cheers,
-- jra
-- 
Jay R. Ashworth                  Baylink                       jra at baylink.com
Designer                     The Things I Think                       RFC 2100
Ashworth & Associates     http://baylink.pitas.com         2000 Land Rover DII
St Petersburg FL USA               #natog                      +1 727 647 1274


From trs at bestpractical.com  Thu Feb  7 15:03:55 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 07 Feb 2013 12:03:55 -0800
Subject: [rt-users] Ticket Image attach corruption
In-Reply-To: <32733633.5331.1360266208545.JavaMail.root@benjamin.baylink.com>
References: <32733633.5331.1360266208545.JavaMail.root@benjamin.baylink.com>
Message-ID: <511408AB.8060705@bestpractical.com>

On 02/07/2013 11:43 AM, Jay Ashworth wrote:
> ----- Original Message -----
>> From: "Thomas Sibley" <trs at bestpractical.com>
> 
>> We highly recommend that any new installs of RT start out in the 4.0
>> series. The latest release is 4.0.10.
>>
>> 3.8 has been getting only security fixes and _serious_ bug fixes for
>> well over a year now.
> 
> Question: do you guys make a point, at all, of evangelizing to distro
> maintainers and packagers that they package 4.x, or, more to the point
> pull 3.x *out* of repos?

We've pushed for 4.0 in the past with various distro maintainers.  I
believe most popular distros have _some_ sort of 4.0 package now, but
how up to date it is depends on the maintainer.

Our Debian maintainer (Dominic) is great, and the request-tracker4
package versions usually track pretty close to the latest release if you
use backports or "unstable".  Lags do occur, such as when Debian freezes
the package trees in advance of release.

Ubuntu gets all the RT packages from Debian, usually with some of it's
own lag and quirks built-in.  It's "community maintained" which means no
one at Canonical is responsible for dealing with it (even for security!)
unless prodded in an approved (albeit documented) process.

I don't think we'd advocate for pulling 3.8 packages entirely until it's
officially EOL'd.  Still, I believe there is an Ubuntu ticket in
Launchpad about pulling 3.8 from the next distro version they release
(opened by someone from the RT community).

Thomas


From Joshua.Lansford at laserlinc.com  Thu Feb  7 15:21:43 2013
From: Joshua.Lansford at laserlinc.com (Joshua Lansford)
Date: Thu, 07 Feb 2013 15:21:43 -0500
Subject: [rt-users] Ticket Image attach corruption
In-Reply-To: <32733633.5331.1360266208545.JavaMail.root@benjamin.baylink.com>
References: <32733633.5331.1360266208545.JavaMail.root@benjamin.baylink.com>
Message-ID: <51140CD7.5010805@laserlinc.com>


On 02/07/2013 02:43 PM, Jay Ashworth wrote:
> Question: do you guys make a point, at all, of evangelizing to distro
> maintainers and packagers that they package 4.x, or, more to the point
> pull 3.x*out*  of repos?

I checked and there are separate packages for rt4.  I understand leaving 
the 3.8 around as not to surprise folks when they do a system upgrade.  
It would have been nice if they had updated their wiki though.  Quite a 
bummer as I just went live.  I am going to try and set up a duplicate 
system on a virtual machine to test upgrade to 4.0.  Thanks for pointing 
this out.  I will be following this guide:
http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html
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From jra at baylink.com  Thu Feb  7 15:38:25 2013
From: jra at baylink.com (Jay Ashworth)
Date: Thu, 7 Feb 2013 15:38:25 -0500 (EST)
Subject: [rt-users] RT repo packages
In-Reply-To: <511408AB.8060705@bestpractical.com>
Message-ID: <11556123.5345.1360269505792.JavaMail.root@benjamin.baylink.com>

----- Original Message -----
> From: "Thomas Sibley" <trs at bestpractical.com>

> We've pushed for 4.0 in the past with various distro maintainers. I
> believe most popular distros have _some_ sort of 4.0 package now, but
> how up to date it is depends on the maintainer.
> 
> Our Debian maintainer (Dominic) is great, and the request-tracker4
> package versions usually track pretty close to the latest release if
> you use backports or "unstable". Lags do occur, such as when Debian
> freezes the package trees in advance of release.
> 
> Ubuntu gets all the RT packages from Debian, usually with some of it's
> own lag and quirks built-in. It's "community maintained" which means
> no one at Canonical is responsible for dealing with it (even for
> security!) unless prodded in an approved (albeit documented) process.
> 
> I don't think we'd advocate for pulling 3.8 packages entirely until
> it's officially EOL'd. Still, I believe there is an Ubuntu ticket in
> Launchpad about pulling 3.8 from the next distro version they release
> (opened by someone from the RT community).

Perhaps, at the very least, doing one final release that says "DEPRECIATED"
somewhere, in large, friendly letters?

As a field report, BTW: SuSE 12.1 has no packages at all, even in Packman,
and CentOS5 has only rt3 (of unknown release), even with epel and remi.

Alas, though those are my 2 target OSs, I'm not sufficiently adept at this
point with either RT or packaging to volunteer.

Cheers,
-- jra
-- 
Jay R. Ashworth                  Baylink                       jra at baylink.com
Designer                     The Things I Think                       RFC 2100
Ashworth & Associates     http://baylink.pitas.com         2000 Land Rover DII
St Petersburg FL USA               #natog                      +1 727 647 1274


From jra at baylink.com  Thu Feb  7 15:41:20 2013
From: jra at baylink.com (Jay Ashworth)
Date: Thu, 7 Feb 2013 15:41:20 -0500 (EST)
Subject: [rt-users] Ticket Image attach corruption
In-Reply-To: <4143818.5347.1360269665278.JavaMail.root@benjamin.baylink.com>
Message-ID: <8015011.5349.1360269680569.JavaMail.root@benjamin.baylink.com>

----- Original Message -----
> From: "Joshua Lansford" <Joshua.Lansford at laserlinc.com>

> On 02/07/2013 02:43 PM, Jay Ashworth wrote:
> > Question: do you guys make a point, at all, of evangelizing to
> > distro
> > maintainers and packagers that they package 4.x, or, more to the
> > point
> > pull 3.x*out* of repos?
> 
> I checked and there are separate packages for rt4. I understand leaving
> the 3.8 around as not to surprise folks when they do a system upgrade.

Yeah.

> It would have been nice if they had updated their wiki though. Quite a
> bummer as I just went live. I am going to try and set up a duplicate
> system on a virtual machine to test upgrade to 4.0. Thanks for
> pointing this out. I will be following this guide:
> http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html

About the wiki, it's largely me you're complaining about, so you got 
the right guy: I did a large bolus of rework on it around 3.8 release 
time, and have not been using rt-due to job changes-since, so I haven't 
gotten around to reworking it again for 4.x.

If I get a full-time $DAYJOB I'm in the running for right now, that will
likely change, as I'll be rolling out 4.0 for there, and updating/merging
the current doco to the wiki.

Cheers,
-- jra
-- 
Jay R. Ashworth                  Baylink                       jra at baylink.com
Designer                     The Things I Think                       RFC 2100
Ashworth & Associates     http://baylink.pitas.com         2000 Land Rover DII
St Petersburg FL USA               #natog                      +1 727 647 1274


From alexmv at bestpractical.com  Thu Feb  7 15:52:57 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 07 Feb 2013 15:52:57 -0500
Subject: [rt-users] RT repo packages
In-Reply-To: <11556123.5345.1360269505792.JavaMail.root@benjamin.baylink.com>
References: <11556123.5345.1360269505792.JavaMail.root@benjamin.baylink.com>
Message-ID: <1360270377.16868.1.camel@umgah.localdomain>

On Thu, 2013-02-07 at 15:38 -0500, Jay Ashworth wrote:
> As a field report, BTW: SuSE 12.1 has no packages at all, even in Packman,
> and CentOS5 has only rt3 (of unknown release), even with epel and remi.

Fedora is making slow progress at packaging rt4, but it is in the wings:
https://bugzilla.redhat.com/show_bug.cgi?id=665096

 - Alex



From darin at darins.net  Thu Feb  7 16:12:33 2013
From: darin at darins.net (Darin Perusich)
Date: Thu, 7 Feb 2013 16:12:33 -0500
Subject: [rt-users] RT repo packages
In-Reply-To: <11556123.5345.1360269505792.JavaMail.root@benjamin.baylink.com>
References: <511408AB.8060705@bestpractical.com>
	<11556123.5345.1360269505792.JavaMail.root@benjamin.baylink.com>
Message-ID: <CADaviKsLTZvD71KkH8S8JBLRVZUHYsX1wfRpPDGzMcxECuj5mA@mail.gmail.com>

On Thu, Feb 7, 2013 at 3:38 PM, Jay Ashworth <jra at baylink.com> wrote:
>
> As a field report, BTW: SuSE 12.1 has no packages at all, even in Packman,
> and CentOS5 has only rt3 (of unknown release), even with epel and remi.

I'm the request-tracker package maintainer for OpenSUSE and there are
current packages, rt-4.0.10, available for OpenSUSE 11.4, 12,1 and
12.2 in the devel:languages:perl repositories. You can search all the
SuSE repositories at http://software.opensuse.org/search to find it or
use the below repo links.

http://download.opensuse.org/repositories/devel:/languages:/perl/openSUSE_11.4/
http://download.opensuse.org/repositories/devel:/languages:/perl/openSUSE_12.1/
http://download.opensuse.org/repositories/devel:/languages:/perl/openSUSE_12.2/


--
Later,
Darin


From kevin.comer at veracitypayments.com  Thu Feb  7 16:29:16 2013
From: kevin.comer at veracitypayments.com (Kevin)
Date: Thu, 7 Feb 2013 13:29:16 -0800 (PST)
Subject: [rt-users] Open Ticket On Resolve Of Dependants?
In-Reply-To: <20130207152600.GN1773@jibsheet.com>
References: <51112D67.5020909@veracitypayments.com>
	<51121A01.9000603@netcologne.de>
	<5112680F.4040202@veracitypayments.com>
	<20130207152600.GN1773@jibsheet.com>
Message-ID: <1360272556150-52660.post@n7.nabble.com>

The reason I'm not using the approval process, is in all my attempts to get
it working has been for NOT.

So I abandoned it to created my own to which works except for the resolve,
right now it opens the parent ticket on resolve of the first ticket. I would
prefer that it did not change the status to open until all of the tickets
are resolved or on resolve of a specific subject line of a ticket. I'm the
only one setting this up and I have no resources here that knows perl.



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Open-Ticket-On-Resolve-Of-Dependants-tp52605p52660.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From subin at opensourcesolutions.co.in  Thu Feb  7 23:17:37 2013
From: subin at opensourcesolutions.co.in (Subin)
Date: Fri, 08 Feb 2013 09:47:37 +0530
Subject: [rt-users] ticket content not displaying via RT's web 'Search'
 but shows up with sphinx's 'search' binary
In-Reply-To: <5113F778.4010208@bestpractical.com>
References: <5110CFF4.3010200@opensourcesolutions.co.in>
	<5110D5E5.2080707@opensourcesolutions.co.in>
	<5111582A.5030700@bestpractical.com>
	<511233AD.6070104@opensourcesolutions.co.in>
	<511295EC.20108@bestpractical.com>
	<51138C59.4040109@opensourcesolutions.co.in>
	<5113F778.4010208@bestpractical.com>
Message-ID: <51147C61.9030004@opensourcesolutions.co.in>

On Friday 08 February 2013 12:20 AM, Thomas Sibley wrote:
> On 02/07/2013 03:13 AM, Subin wrote:
>>> .... the second query isn't run when the first returns 0.
>> This hint helped narrow down things. I figured out the pattern/situation
>> under which search failure occurs, which is:
>>
>> "If I create/update a ticket and immediately perform fulltext: search
>> of the same content before reindexing is run(on delta), it will fail to
>> show up on fulltext searches even after the content is later
>> reindexed. In this situation if I run a 'search' from CLI(on delta index
>> specifically) it returns successful hits. Running SELECT COUNT by hand
>> also returns >0 integer at this point. If I do not search for newly created
>> ticket-content before its reindexed, this won't occur. Things are normal
>> in that case."
> Thanks for your detailed investigation and description (which I've
> trimmed from below).  It sounds very much like you're hitting a cache on
> the SELECT COUNT query that isn't expired until you create a new ticket
> (or presumably after some longer amount of time).  RT doesn't cache
> database queries this way, so I suspect it's MySQL's standard query
> cache or, perhaps more likely, some cache in the Sphinx engine for MySQL
> (not the sphinxd server itself).  Modifying one of the tables involved
> in the query, as you do by creating a new ticket or replying to an
> existing ticket, then triggers the cache expiry.
>
> If you're interested in further tracking this down, I'd investigate
> caching at the MySQL and Sphinx level.  However, it may be moot in a
> production environment where the caching is beneficial and there's
> enough database activity to keep it from being noticeably stale.
>
>
Spot on! It was the mysql query cache that was responsible.
I disabled it and search just works fine without need to update
tables. All along I thought RT did some caching in this situation.

Well I guess this query caching can be left ON anyway since on
a busy production environment the likeliness of the cache to remain
state is very less.

Thank you for your effort and continued support.


From dominic.hargreaves at it.ox.ac.uk  Fri Feb  8 05:15:31 2013
From: dominic.hargreaves at it.ox.ac.uk (Dominic Hargreaves)
Date: Fri, 8 Feb 2013 10:15:31 +0000
Subject: [rt-users] Ticket Image attach corruption
In-Reply-To: <51140CD7.5010805@laserlinc.com>
References: <32733633.5331.1360266208545.JavaMail.root@benjamin.baylink.com>
	<51140CD7.5010805@laserlinc.com>
Message-ID: <20130208101531.GA4137@squash.oucs.ox.ac.uk>

On Thu, Feb 07, 2013 at 03:21:43PM -0500, Joshua Lansford wrote:
> 
> On 02/07/2013 02:43 PM, Jay Ashworth wrote:
> >Question: do you guys make a point, at all, of evangelizing to distro
> >maintainers and packagers that they package 4.x, or, more to the point
> >pull 3.x*out*  of repos?
> 
> I checked and there are separate packages for rt4.  I understand
> leaving the 3.8 around as not to surprise folks when they do a
> system upgrade.

That wasn't the reason 12.04 LTS released with RT3.8, it was just
because noone thought to remove it/suggest its removal early enough:

https://bugs.launchpad.net/ubuntu/+source/request-tracker3.8/+bug/990516

> It would have been nice if they had updated their
> wiki though.

Which wiki, OOI?

> Quite a bummer as I just went live.  I am going to try
> and set up a duplicate system on a virtual machine to test upgrade
> to 4.0.  Thanks for pointing this out.  I will be following this
> guide:
> http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html



-- 
Dominic Hargreaves, Systems Development and Support Section
IT Services, University of Oxford
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From dominic.hargreaves at it.ox.ac.uk  Fri Feb  8 05:17:59 2013
From: dominic.hargreaves at it.ox.ac.uk (Dominic Hargreaves)
Date: Fri, 8 Feb 2013 10:17:59 +0000
Subject: [rt-users] Ticket Image attach corruption
In-Reply-To: <511408AB.8060705@bestpractical.com>
References: <32733633.5331.1360266208545.JavaMail.root@benjamin.baylink.com>
	<511408AB.8060705@bestpractical.com>
Message-ID: <20130208101759.GB4137@squash.oucs.ox.ac.uk>

On Thu, Feb 07, 2013 at 12:03:55PM -0800, Thomas Sibley wrote:
> I don't think we'd advocate for pulling 3.8 packages entirely until it's
> officially EOL'd.  Still, I believe there is an Ubuntu ticket in
> Launchpad about pulling 3.8 from the next distro version they release
> (opened by someone from the RT community).

It's already gone from 12.10 and onwards, thankfully (I removed it
from Debian unstable in May last year).

-- 
Dominic Hargreaves, Systems Development and Support Section
IT Services, University of Oxford
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From Joshua.Lansford at laserlinc.com  Fri Feb  8 08:01:18 2013
From: Joshua.Lansford at laserlinc.com (Joshua Lansford)
Date: Fri, 08 Feb 2013 08:01:18 -0500
Subject: [rt-users] Ticket Image attach corruption
In-Reply-To: <20130208101531.GA4137@squash.oucs.ox.ac.uk>
References: <32733633.5331.1360266208545.JavaMail.root@benjamin.baylink.com>
	<51140CD7.5010805@laserlinc.com>
	<20130208101531.GA4137@squash.oucs.ox.ac.uk>
Message-ID: <5114F71E.5070500@laserlinc.com>

On 02/08/2013 05:15 AM, Dominic Hargreaves wrote:
> Which wiki, OOI?
https://help.ubuntu.com/community/Request%20Tracker


From Joshua.Lansford at laserlinc.com  Fri Feb  8 08:21:25 2013
From: Joshua.Lansford at laserlinc.com (Joshua Lansford)
Date: Fri, 08 Feb 2013 08:21:25 -0500
Subject: [rt-users] Ticket Image attach corruption
In-Reply-To: <8015011.5349.1360269680569.JavaMail.root@benjamin.baylink.com>
References: <8015011.5349.1360269680569.JavaMail.root@benjamin.baylink.com>
Message-ID: <5114FBD5.2010607@laserlinc.com>


On 02/07/2013 03:41 PM, Jay Ashworth wrote:
> About the wiki, it's largely me you're complaining about, so you got
> the right guy: I did a large bolus of rework on it around 3.8 release
> time, and have not been using rt-due to job changes-since, so I haven't
> gotten around to reworking it again for 4.x.
My apologies.  Your article was indeed well written and did not provide 
me with any difficulty in setting up RT.  Google also complements your 
hardwork by directing me to it when I needed the information.  Sadly I 
didn't think to check if the referenced version was out of date.  Do you 
think you could put a quick warning at the top as a stop gap measure for 
other folks who forget to check?
~Joshua


From holleran.kevin at gmail.com  Fri Feb  8 08:31:36 2013
From: holleran.kevin at gmail.com (Kevin Holleran)
Date: Fri, 8 Feb 2013 08:31:36 -0500
Subject: [rt-users] Ticket Image attach corruption
In-Reply-To: <5114FBD5.2010607@laserlinc.com>
References: <8015011.5349.1360269680569.JavaMail.root@benjamin.baylink.com>
	<5114FBD5.2010607@laserlinc.com>
Message-ID: <CAN4UfGxx5QMzRYs2CtbLfZjYhiLy+wEqH8whuUCv3RfUfZpaDA@mail.gmail.com>

I am a little confused about the removal of the 3.8 version.  I just set up
a 3.8 because according to the documentation I saw, it was what was
required for RT/IR add-on.  RT is nice, but the IR add-on is what drove us
to adopt.

Is this correct, that the IR update for RT 4.0 is not yet ready or did I
install an older release unnecessarily?

Thank you.

Kevin


On Fri, Feb 8, 2013 at 8:21 AM, Joshua Lansford <
Joshua.Lansford at laserlinc.com> wrote:

>
> On 02/07/2013 03:41 PM, Jay Ashworth wrote:
>
>> About the wiki, it's largely me you're complaining about, so you got
>> the right guy: I did a large bolus of rework on it around 3.8 release
>> time, and have not been using rt-due to job changes-since, so I haven't
>> gotten around to reworking it again for 4.x.
>>
> My apologies.  Your article was indeed well written and did not provide me
> with any difficulty in setting up RT.  Google also complements your
> hardwork by directing me to it when I needed the information.  Sadly I
> didn't think to check if the referenced version was out of date.  Do you
> think you could put a quick warning at the top as a stop gap measure for
> other folks who forget to check?
> ~Joshua
>
>
>
> --
> Help improve RT by taking our user survey: https://www.surveymonkey.com/**
> s/N23JW9T <https://www.surveymonkey.com/s/N23JW9T>
>
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From joshua.lansford at laserlinc.com  Fri Feb  8 09:36:08 2013
From: joshua.lansford at laserlinc.com (joshua.lansford at laserlinc.com)
Date: Fri, 8 Feb 2013 06:36:08 -0800
Subject: [rt-users] Ticket Image attach corruption
In-Reply-To: <CAN4UfGxx5QMzRYs2CtbLfZjYhiLy+wEqH8whuUCv3RfUfZpaDA@mail.gmail.com>
References: <8015011.5349.1360269680569.JavaMail.root@benjamin.baylink.com>
	<5114FBD5.2010607@laserlinc.com>
	<CAN4UfGxx5QMzRYs2CtbLfZjYhiLy+wEqH8whuUCv3RfUfZpaDA@mail.gmail.com>
Message-ID: <38eaed21340b1664ff83fa6d3f810e69.squirrel@webmail.laserlinc.com>


> Is this correct, that the IR update for RT 4.0 is not yet ready or did I
> install an older release unnecessarily?

Looks like there is an alpha version ready for testing:
http://lists.bestpractical.com/pipermail/rtir/2011-October/000579.html



From falcone at bestpractical.com  Fri Feb  8 10:24:49 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 8 Feb 2013 10:24:49 -0500
Subject: [rt-users] Ticket Image attach corruption
In-Reply-To: <38eaed21340b1664ff83fa6d3f810e69.squirrel@webmail.laserlinc.com>
References: <8015011.5349.1360269680569.JavaMail.root@benjamin.baylink.com>
	<5114FBD5.2010607@laserlinc.com>
	<CAN4UfGxx5QMzRYs2CtbLfZjYhiLy+wEqH8whuUCv3RfUfZpaDA@mail.gmail.com>
	<38eaed21340b1664ff83fa6d3f810e69.squirrel@webmail.laserlinc.com>
Message-ID: <20130208152449.GS1773@jibsheet.com>

On Fri, Feb 08, 2013 at 06:36:08AM -0800, joshua.lansford at laserlinc.com wrote:
> 
> > Is this correct, that the IR update for RT 4.0 is not yet ready or did I
> > install an older release unnecessarily?
> 
> Looks like there is an alpha version ready for testing:
> http://lists.bestpractical.com/pipermail/rtir/2011-October/000579.html

If you're going to test RTIR 3, please test the version in git.  The
rc1 has multiple known bugs fixed in git and other known bugs that are
still being fixed.

https://github.com/bestpractical/rtir/tree/2.9-trunk

currently tracked bugs blocking another release

http://issues.bestpractical.com/Dashboards/5698/RTIR

-kevin
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From jra at baylink.com  Fri Feb  8 11:40:31 2013
From: jra at baylink.com (Jay Ashworth)
Date: Fri, 8 Feb 2013 11:40:31 -0500 (EST)
Subject: [rt-users] Ticket Image attach corruption
In-Reply-To: <5114FBD5.2010607@laserlinc.com>
Message-ID: <28919577.5437.1360341631371.JavaMail.root@benjamin.baylink.com>

----- Original Message -----
> From: "Joshua Lansford" <Joshua.Lansford at laserlinc.com>

> My apologies. Your article was indeed well written and did not provide
> me with any difficulty in setting up RT. Google also complements your
> hardwork by directing me to it when I needed the information. Sadly I
> didn't think to check if the referenced version was out of date. Do you
> think you could put a quick warning at the top as a stop gap measure for
> other folks who forget to check?

They've already done that, at least in some places.  If it isn't in enough,
I will go back and add such a note, probably tonight, unless someone beats
me to it.

Cheers,
-- jra
-- 
Jay R. Ashworth                  Baylink                       jra at baylink.com
Designer                     The Things I Think                       RFC 2100
Ashworth & Associates     http://baylink.pitas.com         2000 Land Rover DII
St Petersburg FL USA               #natog                      +1 727 647 1274


From jra at baylink.com  Fri Feb  8 11:42:03 2013
From: jra at baylink.com (Jay Ashworth)
Date: Fri, 8 Feb 2013 11:42:03 -0500 (EST)
Subject: [rt-users] Ticket Image attach corruption
In-Reply-To: <5114F71E.5070500@laserlinc.com>
Message-ID: <8036752.5439.1360341723234.JavaMail.root@benjamin.baylink.com>

----- Original Message -----
> From: "Joshua Lansford" <Joshua.Lansford at laserlinc.com>

> On 02/08/2013 05:15 AM, Dominic Hargreaves wrote:
> > Which wiki, OOI?
> https://help.ubuntu.com/community/Request%20Tracker

Oh.

Missed this.  No, that wasn't my work; I thought you were talking about
the community wiki at http://requesttracker.wikia.com/

Cheers,
-- jra
-- 
Jay R. Ashworth                  Baylink                       jra at baylink.com
Designer                     The Things I Think                       RFC 2100
Ashworth & Associates     http://baylink.pitas.com         2000 Land Rover DII
St Petersburg FL USA               #natog                      +1 727 647 1274


From trs at bestpractical.com  Fri Feb  8 12:09:26 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 08 Feb 2013 09:09:26 -0800
Subject: [rt-users] Ticket Image attach corruption
In-Reply-To: <20130208101759.GB4137@squash.oucs.ox.ac.uk>
References: <32733633.5331.1360266208545.JavaMail.root@benjamin.baylink.com>
	<511408AB.8060705@bestpractical.com>
	<20130208101759.GB4137@squash.oucs.ox.ac.uk>
Message-ID: <51153146.5060500@bestpractical.com>

On 02/08/2013 02:17 AM, Dominic Hargreaves wrote:
> On Thu, Feb 07, 2013 at 12:03:55PM -0800, Thomas Sibley wrote:
>> I don't think we'd advocate for pulling 3.8 packages entirely until it's
>> officially EOL'd.  Still, I believe there is an Ubuntu ticket in
>> Launchpad about pulling 3.8 from the next distro version they release
>> (opened by someone from the RT community).
> 
> It's already gone from 12.10 and onwards, thankfully (I removed it
> from Debian unstable in May last year).

Oh good. :)  Less ways to install 3.8 is great.


From trs at bestpractical.com  Fri Feb  8 12:18:59 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 08 Feb 2013 09:18:59 -0800
Subject: [rt-users] Ticket Image attach corruption
In-Reply-To: <CAN4UfGxx5QMzRYs2CtbLfZjYhiLy+wEqH8whuUCv3RfUfZpaDA@mail.gmail.com>
References: <8015011.5349.1360269680569.JavaMail.root@benjamin.baylink.com>
	<5114FBD5.2010607@laserlinc.com>
	<CAN4UfGxx5QMzRYs2CtbLfZjYhiLy+wEqH8whuUCv3RfUfZpaDA@mail.gmail.com>
Message-ID: <51153383.60707@bestpractical.com>

On 02/08/2013 05:31 AM, Kevin Holleran wrote:
> I am a little confused about the removal of the 3.8 version.  I just set
> up a 3.8 because according to the documentation I saw, it was what was
> required for RT/IR add-on.  RT is nice, but the IR add-on is what drove
> us to adopt.  
> 
> Is this correct, that the IR update for RT 4.0 is not yet ready or did I
> install an older release unnecessarily?

Correct, RTIR 3.0 has not yet seen a production release, so to run RTIR
2.6 you need RT 3.8.  3.8 is still officially supported for now, so no
worries there, but it only gets the most serious fixes.  Once RT 4.2 is
out, I believe we'll be announcing an end-of-life date for 3.8 support,
but it won't happen immediately.

If you want to help get RTIR 3.0 out the door faster, we encourage you
to spin up a dev server and test out RTIR 3.0 from git + the latest RT
4.0 and report back with your experience to the RTIR mailing list.  This
will also help prep you for when you finally do get to upgrade
production. :)  (There are actually a few brave souls out there already
running the betas of RTIR in production.)

Thomas


From holleran.kevin at gmail.com  Fri Feb  8 12:39:10 2013
From: holleran.kevin at gmail.com (Kevin Holleran)
Date: Fri, 8 Feb 2013 12:39:10 -0500
Subject: [rt-users] Ticket Image attach corruption
In-Reply-To: <51153383.60707@bestpractical.com>
References: <8015011.5349.1360269680569.JavaMail.root@benjamin.baylink.com>
	<5114FBD5.2010607@laserlinc.com>
	<CAN4UfGxx5QMzRYs2CtbLfZjYhiLy+wEqH8whuUCv3RfUfZpaDA@mail.gmail.com>
	<51153383.60707@bestpractical.com>
Message-ID: <CAN4UfGyQXacB=5RPx5Sf1rtJYriQBEYz4bv5z3gVz5B-BiSpQQ@mail.gmail.com>

Ha!  I hope to get there but I am very green on both RT & the IR portion.
 Once I feel I have my feet under me though, I may do just that!

Thanks for the info and the great tool!

--
Kevin Holleran
Master of Science, Computer Information Systems
Grand Valley State University
Master of Business Administration
Western Michigan University
SANS GCFA, SANS GCFE,  CCNA, ISA, MCSA, MCDST, MCP

"Do today what others won't, do tomorrow what others can't" - SEALFit

"We are what we repeatedly do. Excellence, then, is not an act, but a
habit." - Aristotle


On Fri, Feb 8, 2013 at 12:18 PM, Thomas Sibley <trs at bestpractical.com>wrote:

> On 02/08/2013 05:31 AM, Kevin Holleran wrote:
> > I am a little confused about the removal of the 3.8 version.  I just set
> > up a 3.8 because according to the documentation I saw, it was what was
> > required for RT/IR add-on.  RT is nice, but the IR add-on is what drove
> > us to adopt.
> >
> > Is this correct, that the IR update for RT 4.0 is not yet ready or did I
> > install an older release unnecessarily?
>
> Correct, RTIR 3.0 has not yet seen a production release, so to run RTIR
> 2.6 you need RT 3.8.  3.8 is still officially supported for now, so no
> worries there, but it only gets the most serious fixes.  Once RT 4.2 is
> out, I believe we'll be announcing an end-of-life date for 3.8 support,
> but it won't happen immediately.
>
> If you want to help get RTIR 3.0 out the door faster, we encourage you
> to spin up a dev server and test out RTIR 3.0 from git + the latest RT
> 4.0 and report back with your experience to the RTIR mailing list.  This
> will also help prep you for when you finally do get to upgrade
> production. :)  (There are actually a few brave souls out there already
> running the betas of RTIR in production.)
>
> Thomas
>
>
> --
> Help improve RT by taking our user survey:
> https://www.surveymonkey.com/s/N23JW9T
>
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From jessepdx at gmail.com  Fri Feb  8 16:54:04 2013
From: jessepdx at gmail.com (jesse west)
Date: Fri, 8 Feb 2013 13:54:04 -0800
Subject: [rt-users] disable "New ticket in" button
Message-ID: <CAHf0cY_A_vO5O_RH8HD4=PZWtz=HjiTbXxM7ettNgdrowy-M5w@mail.gmail.com>

we only allow tickets submitted thru a webform

how can i disable the "New ticket in" button in RT at the top of the page?



[image: Inline image 1]
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From jessepdx at gmail.com  Fri Feb  8 17:47:10 2013
From: jessepdx at gmail.com (jesse west)
Date: Fri, 8 Feb 2013 14:47:10 -0800
Subject: [rt-users] disable "New ticket in" button
Message-ID: <CAHf0cY_es5a+PPa416uFmu5VcoUKaPforxiPqBrxnhCjxSampQ@mail.gmail.com>

nevermind, i found it.

/opt/rt4/share/html/Elements/CreateTicket

-- 
*She blinded me with science, she tricked me with technology. ~ Thomas Dolby
*
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From falcone at bestpractical.com  Fri Feb  8 17:50:04 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 8 Feb 2013 17:50:04 -0500
Subject: [rt-users] disable "New ticket in" button
In-Reply-To: <CAHf0cY_A_vO5O_RH8HD4=PZWtz=HjiTbXxM7ettNgdrowy-M5w@mail.gmail.com>
References: <CAHf0cY_A_vO5O_RH8HD4=PZWtz=HjiTbXxM7ettNgdrowy-M5w@mail.gmail.com>
Message-ID: <20130208225004.GT1773@jibsheet.com>

On Fri, Feb 08, 2013 at 01:54:04PM -0800, jesse west wrote:
>    we only allow tickets submitted thru a webform
>    how can i disable the "New ticket in" button in RT at the top of the page?

The 'New Ticket In' is a PageWidget() which is part of the menu.
You can read about changing menus using callbacks here:
http://requesttracker.wikia.com/wiki/Menus

-kevin
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From jessepdx at gmail.com  Fri Feb  8 17:55:37 2013
From: jessepdx at gmail.com (jesse west)
Date: Fri, 8 Feb 2013 14:55:37 -0800
Subject: [rt-users] disable "New ticket in" button
In-Reply-To: <20130208225004.GT1773@jibsheet.com>
References: <CAHf0cY_A_vO5O_RH8HD4=PZWtz=HjiTbXxM7ettNgdrowy-M5w@mail.gmail.com>
	<20130208225004.GT1773@jibsheet.com>
Message-ID: <CAHf0cY9tBSxLMOnGfwioDhC2Azg-a8p=FW-G9BR6EV6-J3NKCQ@mail.gmail.com>

thanks for the reply. i'll try to figure how to do it the way you suggest

in the meantime, i  changed /opt/rt4/share/html/ElementsCreateTicket

from:
<%ARGS>
$SendTo => '/Ticket/Create.html',
</%ARGS>

to:
<%ARGS>
$SendTo => '/',
</%ARGS>




On Fri, Feb 8, 2013 at 2:50 PM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Fri, Feb 08, 2013 at 01:54:04PM -0800, jesse west wrote:
> >    we only allow tickets submitted thru a webform
> >    how can i disable the "New ticket in" button in RT at the top of the
> page?
>
> The 'New Ticket In' is a PageWidget() which is part of the menu.
> You can read about changing menus using callbacks here:
> http://requesttracker.wikia.com/wiki/Menus
>
> -kevin
>
>
>
> --
> Help improve RT by taking our user survey:
> https://www.surveymonkey.com/s/N23JW9T
>



-- 
*She blinded me with science, she tricked me with technology. ~ Thomas Dolby
*
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From falcone at bestpractical.com  Fri Feb  8 19:01:26 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 8 Feb 2013 19:01:26 -0500
Subject: [rt-users] disable "New ticket in" button
In-Reply-To: <CAHf0cY9tBSxLMOnGfwioDhC2Azg-a8p=FW-G9BR6EV6-J3NKCQ@mail.gmail.com>
References: <CAHf0cY_A_vO5O_RH8HD4=PZWtz=HjiTbXxM7ettNgdrowy-M5w@mail.gmail.com>
	<20130208225004.GT1773@jibsheet.com>
	<CAHf0cY9tBSxLMOnGfwioDhC2Azg-a8p=FW-G9BR6EV6-J3NKCQ@mail.gmail.com>
Message-ID: <20130209000126.GU1773@jibsheet.com>

On Fri, Feb 08, 2013 at 02:55:37PM -0800, jesse west wrote:
>    thanks for the reply. i'll try to figure how to do it the way you suggest
>    in the meantime, i changed /opt/rt4/share/html/ElementsCreateTicket
>    from:

If you're going to just change the element, at least do it in a local
override so when you upgrade you don't lose your customization.

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

-kevin

>    <%ARGS>
>    $SendTo => '/Ticket/Create.html',
>    </%ARGS>
>    to:
>    <%ARGS>
>    $SendTo => '/',
>    </%ARGS>
>    On Fri, Feb 8, 2013 at 2:50 PM, Kevin Falcone <[1]falcone at bestpractical.com> wrote:
> 
>      On Fri, Feb 08, 2013 at 01:54:04PM -0800, jesse west wrote:
>      > we only allow tickets submitted thru a webform
>      > how can i disable the "New ticket in" button in RT at the top of the page?
> 
>      The 'New Ticket In' is a PageWidget() which is part of the menu.
>      You can read about changing menus using callbacks here:
>      [2]http://requesttracker.wikia.com/wiki/Menus
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From hescobar at afslc.com  Fri Feb  8 23:47:54 2013
From: hescobar at afslc.com (Hugo Escobar)
Date: Fri, 8 Feb 2013 23:47:54 -0500
Subject: [rt-users] multiple REST requests, slow results
Message-ID: <CAA5FCo2OAVnfhwk7YzqRm+wFzNOQM8A1rMho_hJ4NtWVxA1g4w@mail.gmail.com>

Hi there,

I've been working on a web app that does a lot of REST requests
to RT. Recently, I've been assigned the task of adding rich text/html
capabilities to the web app ( textareas+ckeditor ).
I have completed the task but now the web app takes more time than it used
to in order to display a ticket.

I found out that RT stores html content as an attachment so
now there's an additional web request per each ticket transaction
(1 web request per ticket transaction per attachment).

If the attachment is 'text/html', I change the content of the ticket
transaction.

I know the additional web requests is taking a toll on the response time.
I would like to know if my approach is the right one or if there are better
alternatives ....

I have been thinking that maybe a solution would be to use simultaneous
http requests using 'curl_multi_init()' for the attachments.

Another idea is to show only a few transactions first and then using ajax I
could retrieve more transactions when the user scrolls down to
the end of the list ...

Any help will be appreciated

-- 
Hugo Escobar


[image: AFS_logo.png]

Follow us on Facebook and Linked-In

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From martin.wheldon at greenhills-it.co.uk  Sat Feb  9 15:05:31 2013
From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon)
Date: Sat, 09 Feb 2013 20:05:31 +0000
Subject: [rt-users] Adding rights to default lifecycle
Message-ID: <97519c261bb82876f1be640a86588b4a@mail.greenhills-it.co.uk>

Hi,

I would like to add the ability to deny setting a ticket status to 
rejected for a group of
privileged users, however I'm not quite sure what would be the best way 
to do it.

I've read RT essentials and it suggests that the best way forward would 
be to add a appropriate *_Local.pm
with the relevant code, however having read the documentation for 
v4.0.x this is also possible by
defining a new lifecycle.

If defining a new lifecycle is the best solution, where would I find 
the information on how the default lifecycle
is defined?

Many thanks in advance.

Best Regards

-- 
Martin Wheldon
Greenhills IT Ltd.

Greenhills IT Ltd. is a limited company registered in England and 
Wales.
Company Registration No: 06387214
Registered Offices: 2 Greenhills, Claxton, YORK, North Yorkshire, YO60 
7SA




From martin.wheldon at greenhills-it.co.uk  Sun Feb 10 03:10:20 2013
From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon)
Date: Sun, 10 Feb 2013 08:10:20 +0000
Subject: [rt-users] Adding rights to default lifecycle
In-Reply-To: <97519c261bb82876f1be640a86588b4a@mail.greenhills-it.co.uk>
References: <97519c261bb82876f1be640a86588b4a@mail.greenhills-it.co.uk>
Message-ID: <4deb2dcbf360092ecc100c2d7ab10030@mail.greenhills-it.co.uk>

Hi,

To answer part of my own question I see the default life cycle can be 
found in RT_Config.pm.
Looks like my best option may be to copy the default over to 
RT_SiteConfig.pm and modify it there?

Sorry about some of the noise.

Best Regards

Martin

On 2013-02-09 20:05, Martin Wheldon wrote:
> Hi,
>
> I would like to add the ability to deny setting a ticket status to
> rejected for a group of
> privileged users, however I'm not quite sure what would be the best
> way to do it.
>
> I've read RT essentials and it suggests that the best way forward
> would be to add a appropriate *_Local.pm
> with the relevant code, however having read the documentation for
> v4.0.x this is also possible by
> defining a new lifecycle.
>
> If defining a new lifecycle is the best solution, where would I find
> the information on how the default lifecycle
> is defined?
>
> Many thanks in advance.
>
> Best Regards
>
> --
> Martin Wheldon
> Greenhills IT Ltd.
>
> Greenhills IT Ltd. is a limited company registered in England and 
> Wales.
> Company Registration No: 06387214
> Registered Offices: 2 Greenhills, Claxton, YORK, North Yorkshire, 
> YO60 7SA



From jvdwege at xs4all.nl  Sun Feb 10 04:14:45 2013
From: jvdwege at xs4all.nl (Joop)
Date: Sun, 10 Feb 2013 10:14:45 +0100
Subject: [rt-users] Adding rights to default lifecycle
In-Reply-To: <4deb2dcbf360092ecc100c2d7ab10030@mail.greenhills-it.co.uk>
References: <97519c261bb82876f1be640a86588b4a@mail.greenhills-it.co.uk>
	<4deb2dcbf360092ecc100c2d7ab10030@mail.greenhills-it.co.uk>
Message-ID: <51176505.9010205@xs4all.nl>

Martin Wheldon wrote:
> Hi,
>
> To answer part of my own question I see the default life cycle can be 
> found in RT_Config.pm.
> Looks like my best option may be to copy the default over to 
> RT_SiteConfig.pm and modify it there?
>
Don't modifiy it but make a complete copy and use that as a template for 
you new lifecyle. After finishing it, restart your webserver/RT and use 
the new lifecycle on the queue(s) where needed.

WARNING: if you have tickets in the queue where you're changing 
lifecycles beware that if you don't have a superset of the original that 
there are currently problems with reassigning statussen(?).
This has come up on the list this week so look at the archives to find it.

Regards,

Joop



From trs at bestpractical.com  Sun Feb 10 14:28:04 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Sun, 10 Feb 2013 11:28:04 -0800
Subject: [rt-users] Adding rights to default lifecycle
In-Reply-To: <4deb2dcbf360092ecc100c2d7ab10030@mail.greenhills-it.co.uk>
References: <97519c261bb82876f1be640a86588b4a@mail.greenhills-it.co.uk>
	<4deb2dcbf360092ecc100c2d7ab10030@mail.greenhills-it.co.uk>
Message-ID: <5117F4C4.9060904@bestpractical.com>

On 02/10/2013 12:10 AM, Martin Wheldon wrote:
> Hi,
> 
> To answer part of my own question I see the default life cycle can be
> found in RT_Config.pm.
> Looks like my best option may be to copy the default over to
> RT_SiteConfig.pm and modify it there?

Yes.  You may wish to lock down the ability to reject with a custom
right.  Read more about lifecycles here:

http://bestpractical.com/rt/docs/latest/customizing/lifecycles.html
http://bestpractical.com/rt/docs/latest/RT_Config.html#Lifecycles



From jvdwege at xs4all.nl  Mon Feb 11 06:00:53 2013
From: jvdwege at xs4all.nl (Joop)
Date: Mon, 11 Feb 2013 12:00:53 +0100
Subject: [rt-users] Date customfields and searching
Message-ID: <d4149cf1c791f20781a31aef96a0ede6.squirrel@webmail.xs4all.nl>

Hi All,

As per the subject I'm a bit stupified because I really thought that I
could add a (global ticket) date customfield and search on it using
relative terms like 'today' but it doesn't work. If I use relative terms
with things like 'Created' then I get the expected results. I turned on
StatementLog and looked at the queries and see that for de latter one it
constructs a > and < but for the former one it just searches LargeContent
for 'today'

I'm using RT-4.0.9

Thanks in advance,

Joop




From martin.wheldon at greenhills-it.co.uk  Mon Feb 11 05:45:48 2013
From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon)
Date: Mon, 11 Feb 2013 10:45:48 +0000
Subject: [rt-users] Date customfields and searching
In-Reply-To: <d4149cf1c791f20781a31aef96a0ede6.squirrel@webmail.xs4all.nl>
References: <d4149cf1c791f20781a31aef96a0ede6.squirrel@webmail.xs4all.nl>
Message-ID: <971986ccab558ecc876027fda596b5be@mail.greenhills-it.co.uk>

Hi Joop,

This functionality currently doesn't work in your version of RT. I know 
that there is a patch to fix
this but has yet to make it into a release to the best of my knowlege.

This is functionality I would like to see, however I have worked around 
it by writing a script that runs from cron
on a daily basis and emails a report to the relevant users.

Best Regards

Martin

On 2013-02-11 11:00, Joop wrote:
> Hi All,
>
> As per the subject I'm a bit stupified because I really thought that 
> I
> could add a (global ticket) date customfield and search on it using
> relative terms like 'today' but it doesn't work. If I use relative 
> terms
> with things like 'Created' then I get the expected results. I turned 
> on
> StatementLog and looked at the queries and see that for de latter one 
> it
> constructs a > and < but for the former one it just searches 
> LargeContent
> for 'today'
>
> I'm using RT-4.0.9
>
> Thanks in advance,
>
> Joop



From martin.wheldon at greenhills-it.co.uk  Mon Feb 11 05:47:42 2013
From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon)
Date: Mon, 11 Feb 2013 10:47:42 +0000
Subject: [rt-users] Adding rights to default lifecycle
In-Reply-To: <5117F4C4.9060904@bestpractical.com>
References: <97519c261bb82876f1be640a86588b4a@mail.greenhills-it.co.uk>
	<4deb2dcbf360092ecc100c2d7ab10030@mail.greenhills-it.co.uk>
	<5117F4C4.9060904@bestpractical.com>
Message-ID: <f5be16b64d3e90d45b4431cb45a5a4f2@mail.greenhills-it.co.uk>

Hi,

Many thanks everyone for your responces, I'll give it a go at the 
weekend.

Best Regards

Martin

On 2013-02-10 19:28, Thomas Sibley wrote:
> On 02/10/2013 12:10 AM, Martin Wheldon wrote:
>> Hi,
>>
>> To answer part of my own question I see the default life cycle can 
>> be
>> found in RT_Config.pm.
>> Looks like my best option may be to copy the default over to
>> RT_SiteConfig.pm and modify it there?
>
> Yes.  You may wish to lock down the ability to reject with a custom
> right.  Read more about lifecycles here:
>
> http://bestpractical.com/rt/docs/latest/customizing/lifecycles.html
> http://bestpractical.com/rt/docs/latest/RT_Config.html#Lifecycles



From ruz at bestpractical.com  Mon Feb 11 07:09:21 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 11 Feb 2013 16:09:21 +0400
Subject: [rt-users] Date customfields and searching
In-Reply-To: <d4149cf1c791f20781a31aef96a0ede6.squirrel@webmail.xs4all.nl>
References: <d4149cf1c791f20781a31aef96a0ede6.squirrel@webmail.xs4all.nl>
Message-ID: <CAMOxC8vxVR-+n7_+UjyYzKGC4nnj_rUia5POdd66h+YEQMXStA@mail.gmail.com>

Hi,

This functionality is in the repo, however a few more problems were
spotted, so it is under development. Sunnavy worked on this and he
knows better at which code branch you should look at to see if fixes
work for you or not.

On Mon, Feb 11, 2013 at 3:00 PM, Joop <jvdwege at xs4all.nl> wrote:
> Hi All,
>
> As per the subject I'm a bit stupified because I really thought that I
> could add a (global ticket) date customfield and search on it using
> relative terms like 'today' but it doesn't work. If I use relative terms
> with things like 'Created' then I get the expected results. I turned on
> StatementLog and looked at the queries and see that for de latter one it
> constructs a > and < but for the former one it just searches LargeContent
> for 'today'
>
> I'm using RT-4.0.9
>
> Thanks in advance,
>
> Joop
>
>
>
>
> --
> Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T



-- 
Best regards, Ruslan.


From vadud3 at gmail.com  Mon Feb 11 13:59:04 2013
From: vadud3 at gmail.com (Asif Iqbal)
Date: Mon, 11 Feb 2013 13:59:04 -0500
Subject: [rt-users] TimeTaken shows 0 minutes instead of 15 mins
Message-ID: <CAOHBbgWFkeuj3rTfxXB41+bh08Krjk-nsEKHDFSz0SY-Fv=fgA@mail.gmail.com>

mysql> select TimeTaken from Transactions where id = 7391416;
+-----------+
| TimeTaken |
+-----------+
|         0 |
+-----------+

mysql> select TimeWorked from Tickets where id = 1188802;
+------------+
| TimeWorked |
+------------+
|         15 |
+------------+
1 row in set (0.00 sec)


Transaction 7391416 is part of the Ticket 1188802 where the time
worked was 15 mins.

What gives?

Using RT  3.8.2 with mysql 5.0.75


--
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?


From stuart.browne at ausregistry.com.au  Mon Feb 11 17:24:20 2013
From: stuart.browne at ausregistry.com.au (Stuart Browne)
Date: Tue, 12 Feb 2013 09:24:20 +1100
Subject: [rt-users] TimeTaken shows 0 minutes instead of 15 mins
In-Reply-To: <CAOHBbgWFkeuj3rTfxXB41+bh08Krjk-nsEKHDFSz0SY-Fv=fgA@mail.gmail.com>
References: <CAOHBbgWFkeuj3rTfxXB41+bh08Krjk-nsEKHDFSz0SY-Fv=fgA@mail.gmail.com>
Message-ID: <8CEF048B9EC83748B1517DC64EA130FB76DCF89F44@off-win2003-01.ausregistrygroup.local>

Asif,

> mysql> select TimeTaken from Transactions where id = 7391416;
<snip>
> 
> mysql> select TimeWorked from Tickets where id = 1188802;
<snip>
> 
> Transaction 7391416 is part of the Ticket 1188802 where the time
> worked was 15 mins.
> 
> What gives?
> 
> Using RT  3.8.2 with mysql 5.0.75

It depends on what actions were taken during the transaction.

If time was entered during the ticket creation, the TimeTaken value is filled in.

If a comment or such was entered and time was entered against the action, it is created as TimeWorked with an NewValue / TimeWorked.

To work out how much time a given transaction took, you need to do some math, (MySQL SQL follows):

SELECT
    SUM(Transactions.TimeTaken) + SUM(
        IF(Transactions.OldValue != Transactions.NewValue,
            Transactions.NewValue - Transactions.OldValue,
            0)
       ) AS TimeWorked
FROM
    Transactions
WHERE
        Field      = 'TimeWorked'
    AND ObjectType = 'RT::Ticket
    AND ObjectId   = 1188802;

Adds all the TimeTaken values to the differences in OldValue and NewValue on TimeWorked for a given ticket.

Stuart


From falcone at bestpractical.com  Mon Feb 11 17:50:32 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 11 Feb 2013 17:50:32 -0500
Subject: [rt-users] [rt-announce] RT 3.8.16 Released
Message-ID: <20130211225032.GU47308@jibsheet.com>

I'm happy to announce that RT 3.8.16, the latest maintenance release,
is available for download.

http://download.bestpractical.com/pub/rt/release/rt-3.8.16.tar.gz
http://download.bestpractical.com/pub/rt/release/rt-3.8.16.tar.gz.sig

SHA1 sums

9df5ed89d93d07d64ece8692cfb9e4a444ade01d  rt-3.8.16.tar.gz
9d71bc7b65638af15179d8e9def60f55b5329d7c  rt-3.8.16.tar.gz.sig

Recent support for partitioned GnuPG emails introduced a deadlock
situation for large QP/Base64 emails with GnuPG enabled.  In addition,
this release resolves a number of issues running the test suite on newer
versions of perl.

git log rt-3.8.15..rt-3.8.16
or visit
https://github.com/bestpractical/rt/compare/rt-3.8.15...rt-3.8.16
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From ruz at bestpractical.com  Mon Feb 11 18:13:37 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 12 Feb 2013 03:13:37 +0400
Subject: [rt-users] TimeTaken shows 0 minutes instead of 15 mins
In-Reply-To: <CAOHBbgWFkeuj3rTfxXB41+bh08Krjk-nsEKHDFSz0SY-Fv=fgA@mail.gmail.com>
References: <CAOHBbgWFkeuj3rTfxXB41+bh08Krjk-nsEKHDFSz0SY-Fv=fgA@mail.gmail.com>
Message-ID: <CAMOxC8vF3jASWYYbzv1j-ESv2OnSr_fVrmcMMmZ_VnCLKbMHjA@mail.gmail.com>

On Mon, Feb 11, 2013 at 10:59 PM, Asif Iqbal <vadud3 at gmail.com> wrote:
> mysql> select TimeTaken from Transactions where id = 7391416;
> +-----------+
> | TimeTaken |
> +-----------+
> |         0 |
> +-----------+
>
> mysql> select TimeWorked from Tickets where id = 1188802;
> +------------+
> | TimeWorked |
> +------------+
> |         15 |
> +------------+
> 1 row in set (0.00 sec)
>
>
> Transaction 7391416 is part of the Ticket 1188802 where the time
> worked was 15 mins.
>
> What gives?
>
> Using RT  3.8.2 with mysql 5.0.75

There is a fix, but it gets into RT 4.2.

> --
> 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?
>
>
> --
> Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T



-- 
Best regards, Ruslan.


From vadud3 at gmail.com  Mon Feb 11 20:24:26 2013
From: vadud3 at gmail.com (Asif Iqbal)
Date: Mon, 11 Feb 2013 20:24:26 -0500
Subject: [rt-users] TimeTaken shows 0 minutes instead of 15 mins
In-Reply-To: <8CEF048B9EC83748B1517DC64EA130FB76DCF89F44@off-win2003-01.ausregistrygroup.local>
References: <CAOHBbgWFkeuj3rTfxXB41+bh08Krjk-nsEKHDFSz0SY-Fv=fgA@mail.gmail.com>
	<8CEF048B9EC83748B1517DC64EA130FB76DCF89F44@off-win2003-01.ausregistrygroup.local>
Message-ID: <CAOHBbgV+nB_kDWtx4-D+sdbHhJP_PctrYGMZTfCw67ry0vP7hw@mail.gmail.com>

On Mon, Feb 11, 2013 at 5:24 PM, Stuart Browne
<stuart.browne at ausregistry.com.au> wrote:
> Asif,
>
>> mysql> select TimeTaken from Transactions where id = 7391416;
> <snip>
>>
>> mysql> select TimeWorked from Tickets where id = 1188802;
> <snip>
>>
>> Transaction 7391416 is part of the Ticket 1188802 where the time
>> worked was 15 mins.
>>
>> What gives?
>>
>> Using RT  3.8.2 with mysql 5.0.75
>
> It depends on what actions were taken during the transaction.


user went 'The Basics' box and changed the Worked: box value from `0' to `15'

Ticket 1188802: TimeWorked changed from '0' to '15'



>
> If time was entered during the ticket creation, the TimeTaken value is filled in.
>
> If a comment or such was entered and time was entered against the action, it is created as TimeWorked with an NewValue / TimeWorked.
>
> To work out how much time a given transaction took, you need to do some math, (MySQL SQL follows):
>
> SELECT
>     SUM(Transactions.TimeTaken) + SUM(
>         IF(Transactions.OldValue != Transactions.NewValue,
>             Transactions.NewValue - Transactions.OldValue,
>             0)
>        ) AS TimeWorked
> FROM
>     Transactions
> WHERE
>         Field      = 'TimeWorked'
>     AND ObjectType = 'RT::Ticket
>     AND ObjectId   = 1188802;
>
> Adds all the TimeTaken values to the differences in OldValue and NewValue on TimeWorked for a given ticket.
>
> Stuart



--
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?


From aprilr at yelp.com  Mon Feb 11 21:54:48 2013
From: aprilr at yelp.com (April Rosenberg)
Date: Mon, 11 Feb 2013 18:54:48 -0800
Subject: [rt-users] Printing Charts
Message-ID: <07968163a4d5975bbddcd15571e2cd1e@mail.gmail.com>

Good Afternoon,



I am running 4.0.5 on Ubuntu.  After creating queries and going to the
chart options.  I cannot print the charts out, it is the title and the rest
is a blank page in IE and Firefox.  There are no errors in the apache logs
and the charts appear fine.  This is true of pie and bar charts.  I have
tried searching, but most info is about display being broken as well as
printing.  I am using the default template, with a change in color on css
only.



Does anyone have any ideas?



April



[image: Yelp!]

*April Rosenberg*
*e:*  aprilr at yelp.com  *t:*  415.632.4020
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From cloos at netcologne.de  Tue Feb 12 03:09:21 2013
From: cloos at netcologne.de (Christian Loos)
Date: Tue, 12 Feb 2013 09:09:21 +0100
Subject: [rt-users] Open Ticket On Resolve Of Dependants?
In-Reply-To: <5112B0CB.80505@veracitypayments.com>
References: <51112D67.5020909@veracitypayments.com>
	<51121A01.9000603@netcologne.de>
	<5112B0CB.80505@veracitypayments.com>
Message-ID: <5119F8B1.1060706@netcologne.de>

Hi Kevin,

I can't understand that my scrip didn't work for you as we use this
scrip in our RT without any problem.

If you change your line
$l->BaseObj->SetStatus('open');
to
$l->BaseObj->SetStatus('open')
    unless $l->BaseObj->HasUnresolvedDependencies;
the parent ticket is only open until all child tickets are resolved.

Chris

Am 06.02.2013 20:36, schrieb Kevin Comer:
> Christian,
> 
> I tried this script you sent and was not able to get any results.
> 
> The script in the first post does work, just not in the way we would like.
> 
> we would like for the script to not fire until all the tickets have been
> resolved.
> How can I modify this script?
> 
> Condition: On Status Change
>      Action: User Defined
>  Template: Global Template Blank
> 
> Customer action: return 1;
> Custom action cleanup code:
>    return 1 if ($self->TransactionObj->NewValue !~
> /^(?:resolved|deleted|rejected)$/);
>    my $DepOnBy = $self->TicketObj->DependedOnBy;
>    while( my $l = $DepOnBy->Next ) {
>      next unless( $l->BaseURI->IsLocal );
>      next unless( $l->BaseObj->Status =~ /^(?:new|open|stalled)$/ );
> 
>      # here you can add any action
>      # see also example below
>      $l->BaseObj->SetStatus('open');
>    }
>    $DepOnBy = undef;
>    return 1;
> 
> 
> 
> Kevin Comer


From peter.vanzetten at gmail.com  Tue Feb 12 08:04:05 2013
From: peter.vanzetten at gmail.com (Peter van Zetten)
Date: Tue, 12 Feb 2013 14:04:05 +0100
Subject: [rt-users] Email address updating with RT::Authen::ExternalAuth
Message-ID: <CANzi5xWuFADAdgMG3M+nDsqS2JjiaDvRNtrN+9v=NTA1u1UD_A@mail.gmail.com>

Hi,

Our organisation was recently merged with another, and we have a lot of
email address updates coming. Normally I could just do a straight s/
old.com/new.com/ in the database, but there will be unpredictable changes
in naming conventions where there are collisions. For instance
joe.bloggs at old.com will become j.bloggs at new.com where there's already a Joe
Bloggs in the new organisation.

The RT user table is populated from AD with the ExternalAuth plugin, on
user action (not syncing, as there are *far* too many users to import in
the org as a whole - our RT is just for a couple of departments). Most user
interaction is by email only.

This has served us well, but as various departments and users are migrated
to the new email domain, we're getting errors such as this:

[Thu Feb  7 15:16:08 2013] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning ***valid updated
info***
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:665)
[Thu Feb  7 15:16:08 2013] [crit]: User creation failed in mailgateway:
Name in use (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245)
[Thu Feb  7 15:16:10 2013] [warning]: Couldn't load user
'user.name at new.com'.giving
up (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1023)
[Thu Feb  7 15:16:10 2013] [crit]: User  'user.name at new.com' could not be
loaded in the mail gateway (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245)
[Thu Feb  7 15:16:11 2013] [error]: RT could not load a valid user, and
RT's configuration does not allow
for the creation of a new user for this email (user.name at new.com).

You might need to grant 'Everyone' the right 'CreateTicket' for the
queue General. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245)
[Thu Feb  7 15:16:12 2013] [error]: RT could not load a valid user, and
RT's configuration does not allow
for the creation of a new user for your email.
(/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245)
[Thu Feb  7 15:16:13 2013] [error]: Could not record email: Could not load
a valid user (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75)

So it seems that it detects the account details correctly by searching the
AD for the new email address, but it tries to create a new account which
fails because there's a username collision. It doesn't seem to attempt to
update the existing account with that username. The user has just a
straightforward non-privileged account. The 'CreateTicket' permission is
granted for 'Everyone', but that's clearly not the issue in this case.

I've scanned the config options for both RT and ExternalAuth, and very
briefly picked through the code, and I can't see anything obvious to allow
the mail attribute to be updated.

Can anyone shed some light on this? I'll have to keep updating addresses
manually as I get the failure notification otherwise...
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From keri at bestpractical.com  Tue Feb 12 09:44:06 2013
From: keri at bestpractical.com (Keri)
Date: Tue, 12 Feb 2013 09:44:06 -0500
Subject: [rt-users] [rt-announce] RT Training in Amsterdam,
	Netherlands - March 20th & 21st, 2013
Message-ID: <B0F7EBF8-169A-4F3F-9F24-C4B3B1CD39A8@bestpractical.com>


Best Practical Solutions provides unparalleled instruction in how to get the most out of RT.

Our first training session of 2013 will be held in Amsterdam on March 20th and 21st. As we like to keep class sizes relatively intimate, register soon or we may not be able to guarantee you a seat.

This training will introduce you to the new features in RT4 as part of a comprehensive overview of RT. Whether you're an old hand at RT or a recent convert, you'll have a good understanding of all of RT's features and functionality by the end of the session.

The first day starts off with a tour of RT's web interface and continues with a detailed exploration and explanation of RT's functionality, aimed at non-programmer RT administrators. We'll walk through setting up a common helpdesk configuration, from rights management, constructing workflows and notifications, and the basics of Lifecycles.

The second day of training picks up with server-side RT administration and dives into what you need to safely customize and extend RT. We'll cover upgrading and deploying RT, database tuning, advanced Lifecycle configurations, writing tools with RT's API, building an extension, and demonstrate how to extensibly alter the web UI and internal functions.

It goes without saying that you'll get the most out of training if you attend both days of the course, but we've designed the material so that you can step out after the first day with a dramatically improved understanding of how to use RT or show up on the second day and get quickly up to speed on how to make RT do your bidding.

Pricing and Payment

The cost of the class includes training materials, a continental breakfast and an afternoon snack. Please note that lunch will not be provided.

Single Day - USD 995
Both Days - USD 1495 (25% savings)

To Register

If you'd like to pay with Visa, MasterCard or Discover, please visit Best Practical's online store at https://shop.bestpractical.com/#Training. Unfortunately we are unable to accept American Express or PayPal.

If you'd prefer to pay with a purchase order, please email us at training at bestpractical.com. Be sure to include:

* If you want to attend both days or a single day
* Full names and email addresses of attendees

Please also contact us at training at bestpractical.com for discounted pricing if you are from an academic institution or if you'd like to send more than 3 people.
_______________________________________________
rt-announce mailing list
rt-announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce


From kevin.comer at veracitypayments.com  Tue Feb 12 14:29:25 2013
From: kevin.comer at veracitypayments.com (Kevin)
Date: Tue, 12 Feb 2013 11:29:25 -0800 (PST)
Subject: [rt-users] Open Ticket On Resolve Of Dependants?
In-Reply-To: <5119F8B1.1060706@netcologne.de>
References: <51112D67.5020909@veracitypayments.com>
	<51121A01.9000603@netcologne.de> <5119F8B1.1060706@netcologne.de>
Message-ID: <1360697365168-52701.post@n7.nabble.com>

Thanks

This code added to the original script (OpenDependantsOnResolve) works great
Thank You!

$l->BaseObj->SetStatus('open')
    unless $l->BaseObj->HasUnresolvedDependencies; 

Condition: On Status Change
Action: User Defined
Template: Global Template Blank

Customer action: return 1;

Custom action cleanup code: 
  return 1 if ($self->TransactionObj->NewValue !~
/^(?:resolved|deleted|rejected)$/);
  my $DepOnBy = $self->TicketObj->DependedOnBy;
  while( my $l = $DepOnBy->Next ) {
    next unless( $l->BaseURI->IsLocal );
    next unless( $l->BaseObj->Status =~ /^(?:new|open|stalled)$/ );

    # here you can add any action
    # see also example below
    $l->BaseObj->SetStatus('open')
    unless $l->BaseObj->HasUnresolvedDependencies;
  }
  $DepOnBy = undef;
  return 1;



--
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From rgk at pacelabs.com  Tue Feb 12 14:34:24 2013
From: rgk at pacelabs.com (Rolf Krogstad)
Date: Tue, 12 Feb 2013 19:34:24 +0000 (UTC)
Subject: [rt-users] Odd behavior,
	RT automatically reverts changes to Custom Fields
References: <CAJ3iUga9w_DSwpUk1sonOLQFt49=C58tE+YwEie9ucLt-dREfg@mail.gmail.com>
	<CAMOxC8vA2oT98F7BXsFp2F9-Ny2qS8CgvjQQhMTudyB67e33Rw@mail.gmail.com>
Message-ID: <loom.20130212T202350-346@post.gmane.org>


Ruslan Zakirov <ruz <at> bestpractical.com> writes:

> 
> Hi,
> 
> It's known issue with scrips that set custom fields based on other
> fields. You workaround it either by not allowing people to change
> custom fields you auto set with scrips or by running your scrip in
> batch stage.
> 
> Some details. RT processes updates to custom fields one by one from
> request args, your scrip kicks in in the middle and then RT thinks,
> when it gets to a field that was changed by a scrip, that user picked
> different value and changes it back.
> 
> On Thu, Jun 14, 2012 at 5:48 PM, Matthew W. <matt.k.wong <at> gmail.com> 
wrote:
> > Hello,
> >
> > I'm relatively new to RT and have been running into this problem for a
> > few days now. ?I've looked everywhere and haven't found a clue. ?The
> > closest thing I could find was documented in this post:
> >
> > http://www.mail-archive.com/rt-users <at> 
lists.bestpractical.com/msg10037.html
> >
> > But, I really don't want to to undo the changes that RT automatically
> > undoes....
> >
> > Basically, whenever I make changes to a custom field from a scrip
> > whatever the value that I add automatically gets reverted back to the
> > old value. ?I tried adding code to delete the old value first, but RT
> > just adds the old value back.
> >
> >
> > Here's some psuedocode (code not tested and may contain typos, but my
> > code works just fine as I can see the transactions in the ticket
> > history):
> >
> > my $Value = 'some value';
> >
> > my $CFName = 'customCF';
> > my $CF->LoadByName( Name => $CFName);
> >
> > #Delete the old value:
> > $self->TicketObj>DeleteCustomFieldValue(
> > ? ? Field => $CFName,
> > ? ? Value => $self->TicketObj->FirstCustomFieldValue($CFName)
> > );
> >
> > #Set the new value:
> > $self->TicketObj->AddCustomFieldValue( Field => $CF, Value => $Value);
> >
> > Bottom line: does anyone know how to prevent RT from undoing the
> > additions to a custom field? ?This is in RT 4.0.4.
> >
> > --Matthew.
> 

I just upgraded from version 3.6.6 to 4.0.10.
I followed the UPGRADE-X.X.X process.
My problem seems to be what is described above, but I don't know how to fix it.
The NEW TICKET function worked in 3.6.6 but not in 4.0.10

When I log in I have the option of click a button to create a new ticket.
Next to that button is a dropdown list to indicate the Queue.  We have custom 
fields defined based on the Queue selected.
No matter what Queue I select it reverts to the first in the list even before 
I click the NEW TICKET button.

If I use the Quick Create, I have all my custom fields available and can 
update them there.

Any Ideas?

Rolf 





From trs at bestpractical.com  Tue Feb 12 16:36:26 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 12 Feb 2013 13:36:26 -0800
Subject: [rt-users] Printing Charts
In-Reply-To: <07968163a4d5975bbddcd15571e2cd1e@mail.gmail.com>
References: <07968163a4d5975bbddcd15571e2cd1e@mail.gmail.com>
Message-ID: <511AB5DA.1050702@bestpractical.com>

On 02/11/2013 06:54 PM, April Rosenberg wrote:
> Good Afternoon,
> 
> I am running 4.0.5 on Ubuntu.  After creating queries and going to the
> chart options.  I cannot print the charts out, it is the title and the
> rest is a blank page in IE and Firefox.  There are no errors in the
> apache logs and the charts appear fine.  This is true of pie and bar
> charts.  I have tried searching, but most info is about display being
> broken as well as printing.  I am using the default template, with a
> change in color on css only.
> 
> Does anyone have any ideas?

The print stylesheet is specifically hiding all content on the Charts
page, but I'm not sure why.  It's a holdover from an older print
stylesheet (before the new one in 4.0.5), and I suspect it's a mistake
and hiding too much by accident.

Try applying this patch:

   curl -s https://github.com/bestpractical/rt/commit/ed77c63.patch \
       | patch -p1 -d /opt/rt4

and then clearing your Mason cache and restarting RT.  You'll need to
clear your browser cache (or force reload the page) as well since it
will aggressively cache the print styles.

I expect the patch above will be in the next release of RT.


From dan.fossum at gmail.com  Tue Feb 12 17:30:00 2013
From: dan.fossum at gmail.com (dfossum)
Date: Tue, 12 Feb 2013 14:30:00 -0800 (PST)
Subject: [rt-users] Suppressing dashboard subscriptions if they contain no
	tickets?
Message-ID: <1360708200325-52704.post@n7.nabble.com>

Is there a way to control whether a dashboard subscription sends an email
depending on whether or not the associated query returns results?

We'd like our support team to receive a scheduled report of all new tickets
opened in a given time period and would like this dashboard sent regardless
of whether or not new tickets were opened. We'd like others outside the
support team to be notified only when new tickets are created, but not
bother them with an email containing no tickets. 

Is there a way to do what we're looking for?

Thanks.
Dan. 



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From Thomas.Klump at exodec.com  Tue Feb 12 23:00:20 2013
From: Thomas.Klump at exodec.com (Thomas Klump)
Date: Wed, 13 Feb 2013 04:00:20 +0000
Subject: [rt-users] rt-mailgate error 302 with WebExternalAuth and Apache
	OpenID module
Message-ID: <2F9F2F84D291FF469A7821AAD95B1FDE6504D5C5@BL2PRD0610MB363.namprd06.prod.outlook.com>

I'm working on implementing RT with OpenID. I started with a basic installation of RT and I created some test tickets from within the webui and via email. Everything worked great. I then started to implement OpenID for authentication. I tried using the RT OpenID plugin but I was never able to get that to work and there was very little documentation out there about it. I then decided to install WebExternalAuth use the Apache OpenID module for authentication. I was able to get this to work and now the web interface works great. Unfortunately, now the rt-mailgate is no longer working. When I email the queue the following error is logged in the maillog:

Feb 13 03:17:03 sendmail[20134]: r1D3Gsht020130: to="|/usr/local/rt/bin/rt-mailgate --queue 'Customer Service' --action correspond --url http://rt.example.com/", ctladdr=<customerservice at rt.example.com<mailto:customerservice at rt.example.com>> (8/0), delay=00:00:08, xdelay=00:00:01, mailer=prog, pri=123857, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL

I then tried testing it from command line with the following results:

# (echo Subject: test; echo; echo test) |/usr/local/rt/bin/rt-mailgate --queue 'Customer Service' --action correspond --url http://rt.example.com --debug
/usr/local/rt/bin/rt-mailgate: temp file is '/tmp/b4OHJlWSwH/Kgebhr0hI2'
/usr/local/rt/bin/rt-mailgate: connecting to http://rt.example.com/REST/1.0/NoAuth/mail-gateway
An Error Occurred
=================

302 Found

/usr/local/rt/bin/rt-mailgate: undefined server error

I then switched back to normal authentication methods in my apache virtualhost config and then rt-mailgate would process emails successfully. Here is my apache vituralhost configuration that seems to be the problem:

<VirtualHost *:80>
        # Optional apache logs for RT
        # ErrorLog /usr/local/rt/var/log/apache2.error
        # TransferLog /usr/local/rt/var/log/apache2.access
        # LogLevel debug

        AddDefaultCharset UTF-8
        DocumentRoot "/usr/local/rt/share/html"

        <Location />
# If I comment out the section below and uncomment the two lines below that everything works
                AuthType OpenID
                require valid-user
                AuthOpenIDTrusted ^http://www.example.com/$
                AuthOpenIDUseCookie On
                AuthOpenIDSingleIdP http://www.example.com
                AuthOpenIDTrustRoot http://rt.example.com
                AuthOpenIDCookieName rt_auth_cookie
                AuthOpenIDSecureCookie Off

#               Order allow,deny
#               Allow from all

                SetHandler modperl
                PerlResponseHandler Plack::Handler::Apache2
                PerlSetVar psgi_app /usr/local/rt/sbin/rt-server
        </Location>
        <Perl>
                use Plack::Handler::Apache2;
                Plack::Handler::Apache2->preload("/usr/local/rt/sbin/rt-server");
        </Perl>
</VirtualHost>


Thanks for any help on this issue.

Thomas Klump
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From Thomas.Klump at exodec.com  Tue Feb 12 22:51:56 2013
From: Thomas.Klump at exodec.com (Thomas Klump)
Date: Wed, 13 Feb 2013 03:51:56 +0000
Subject: [rt-users] rt-mailgate error 302 with WebExternalAuth and Apache
	OpenID module
Message-ID: <2F9F2F84D291FF469A7821AAD95B1FDE6504D587@BL2PRD0610MB363.namprd06.prod.outlook.com>

I'm working on implementing RT with OpenID. I started with a basic installation of RT and I created some test tickets from within the webui and via email. After everything was working I started to implement OpenID for authentication. I tried using the RT OpenID plugin but I was never able to get that to work and there was next to no documentation out there about it. I then decided to install WebExternalAuth use the Apache OpenID module for authentication. I was able to get this to work and now the web interface works great. Unfortunately, now the rt-mailgate is no longer working. When I email the queue the following error is logged in the maillog:

Feb 13 03:17:03 sendmail[20134]: r1D3Gsht020130: to="|/usr/local/rt/bin/rt-mailgate --queue 'Customer Service' --action correspond --url http://rt.example.com/", ctladdr=<customerservice at rt.example.com> (8/0), delay=00:00:08, xdelay=00:00:01, mailer=prog, pri=123857, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL

I then tried testing it from command line with the following results:

# (echo Subject: test; echo; echo test) |/usr/local/rt/bin/rt-mailgate --queue 'Customer Service' --action correspond --url http://rt.example.com --debug
/usr/local/rt/bin/rt-mailgate: temp file is '/tmp/b4OHJlWSwH/Kgebhr0hI2'
/usr/local/rt/bin/rt-mailgate: connecting to http://rt.example.com/REST/1.0/NoAuth/mail-gateway
An Error Occurred
=================

302 Found

/usr/local/rt/bin/rt-mailgate: undefined server error

I then switched back to normal authentication methods in my apache virtualhost config and then rt-mailgate would process emails successfully. Here is my apache vituralhost configuration that is causing the errors:

<VirtualHost *:80>
        # Optional apache logs for RT
        # ErrorLog /usr/local/rt/var/log/apache2.error
        # TransferLog /usr/local/rt/var/log/apache2.access
        # LogLevel debug

        AddDefaultCharset UTF-8
        DocumentRoot "/usr/local/rt/share/html"

        <Location />
# If I comment out the section below and uncomment the two lines below that everything works
                AuthType OpenID
                require valid-user
                AuthOpenIDTrusted ^http://www.example.com/$
                AuthOpenIDUseCookie On
                AuthOpenIDSingleIdP http://www.example.com
                AuthOpenIDTrustRoot http://rt.example.com
                AuthOpenIDCookieName rt_auth_cookie
                AuthOpenIDSecureCookie Off

#               Order allow,deny
#               Allow from all

                SetHandler modperl
                PerlResponseHandler Plack::Handler::Apache2
                PerlSetVar psgi_app /usr/local/rt/sbin/rt-server
        </Location>
        <Perl>
                use Plack::Handler::Apache2;
                Plack::Handler::Apache2->preload("/usr/local/rt/sbin/rt-server");
        </Perl>
</VirtualHost>


Thanks for any help on this issue.
Thomas Klump
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From andy.jewell at sysmicro.co.uk  Wed Feb 13 04:56:42 2013
From: andy.jewell at sysmicro.co.uk (Andy D'Arcy Jewell)
Date: Wed, 13 Feb 2013 09:56:42 +0000
Subject: [rt-users] UNSUBSCRIBE
In-Reply-To: <87C8AADF9E20C14C811B0AFA1747DA54036928FD@filipides>
References: <87C8AADF9E20C14C811B0AFA1747DA54036928FD@filipides>
Message-ID: <511B635A.7050102@sysmicro.co.uk>

unsubscribe
On 28/12/12 18:03, Luciano Ernesto da Silva wrote:
>
> UNSUBSCRIBE
>
> Luciano Silva
>
> Luciano at cpd.ufrgs.br <mailto:Luciano at cpd.ufrgs.br>
>
> Divis?o de Suporte a Software
>
> DRS - CPD - UFRGS
>
> Fone (51)3308-5050
>


-- 
Andy D'Arcy Jewell

SysMicro Limited
Linux Support
T:  0844 9918804
M:  07961605631
E:  andy.jewell at sysmicro.co.uk
W:  www.sysmicro.co.uk

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From craig at 2ndquadrant.com  Wed Feb 13 07:13:52 2013
From: craig at 2ndquadrant.com (Craig Ringer)
Date: Wed, 13 Feb 2013 20:13:52 +0800
Subject: [rt-users] Displaying times in local user's timezone (worldwide
	support)?
Message-ID: <511B8380.8010101@2ndquadrant.com>

Hi all

I'm in the process of implementing RT to replace a custom Eventum fork
with Pg support and a few hacks that we're running.

Since we offer 24x7 support and a strong SLA, RT provides some very
useful features, especially with RT::Extension::SLA and Business::Hours
. However, I'm running into a surprising and unexpected problem with
time zones. At this point it's a trial instance with low ticket volumes
and user counts, and RT's paid support doesn't really have a casual
entry-level option suitable for "we're thinking of using RT, how would
you meet this requirement". So I'm asking you for ideas.

It seems that RT displays times in the server time zone. It doesn't seem
to have a field in the user data to set the user's time zone, nor does
it respect the browser's timezone, which is discoverable using
JavaScript like:

    -new Date().getTimezoneOffset()/60;

(this'll handle half- and quarter-hour timezones fine too).

I can add a CustomField for the user's time zone and get them to set it,
and I can give it a default value of "autodetect" that uses some JS to
detect the browser time zone. Ugly, but viable for providing the client
timezone to RT. That's only half the answer, though.

The problem is that as far as I can tell RT doesn't differentiate
between server time and local client time. The user object has no time
zone attribute. RT doesn't appear to have an internal field for "client
time offset" or do any conversion of server time to local time for
display. The only way I can see to control time display is to use a
scrip/overlay to set the Perl interpreter timezone for each FastCGI
instance. I'm really concerned about this hack, though; I strongly
suspect it'll break RT::Extension::SLA and Business::Hours - plus times
should always be stored in the database in the server time zone, and I
don't think this approach would permit that.

Am I missing something? How are other people who're offering 24x7
world-wide support handling time zones? Just setting the server time to
UTC and showing UTC times across the app? This will work, but from a
usability perspective it sucks, especially since RT doesn't annotate
displayed times with the timezone they're in.

If I have to I'll live with UTC times for now and look at how hard it'd
be to patch RT to support differentiating between client and server
time. I'm really hoping there's a good answer to this that I'm just
totally missing, though.

Ideas/suggestions?

-- 
 Craig Ringer                   http://www.2ndQuadrant.com/
 PostgreSQL Development, 24x7 Support, Training & Services

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From craig at 2ndquadrant.com  Wed Feb 13 08:19:28 2013
From: craig at 2ndquadrant.com (Craig Ringer)
Date: Wed, 13 Feb 2013 21:19:28 +0800
Subject: [rt-users] Displaying times in local user's timezone (worldwide
 support)?
In-Reply-To: <511B8380.8010101@2ndquadrant.com>
References: <511B8380.8010101@2ndquadrant.com>
Message-ID: <511B92E0.4040705@2ndquadrant.com>

On 02/13/2013 08:13 PM, Craig Ringer wrote:
>
> Am I missing something?

Yes, yes I am. Inevitably, as soon as I posted this message I noticed
that there's a timezone field in the user table, though it isn't exposed
in the UI and is defined as "varchar(50)" with no CHECK constraint, so
it's not exactly clear what's supposed to go in it.

perldoc RT::User says:

"Returns the current value of Timezone. (In the database, Timezone is
stored as varchar(50).)"

... which is totally uninformative.

I found a comment in Date.pm saying that:

        require Time::ParseDate;
        # the module supports only legacy timezones like PDT or EST...
        # so we parse date as GMT and later apply offset, this only
        # should be applied to absolute times, so compensate shift in NOW

suggesting that these timezones might be such legacy timezones. There's
just one wee problem with that: Those timezone acronyms are not unique.
EST for example can mean USA Eastern States Time or Australian Eastern
States Time. They are also DST-unaware, since there's a different TZ
acronym for DST timezones, eg EDT for USA Eastern Daylight Time. This is
why PostgreSQL has a config parameter used to decide which region
ambiguous offsets resolve to.

A look at the perldoc for Time::ParseDate suggests that it also
understands UTC offsets, which are at least unambiguous:

http://search.cpan.org/~muir/Time-modules-2003.0211/lib/Time/ParseDate.pm#Timezone_formats:
<http://search.cpan.org/%7Emuir/Time-modules-2003.0211/lib/Time/ParseDate.pm#Timezone_formats:>

but no support for modern timezone specs like Australia/Perth that
auto-adjust to DST based on tzdata rules.

The apparent lack of use of the timezone field within RT makes me wonder
if it's incomplete / non-working. I'll test it out quickly, but it's
hard to be confident in it when it's not exposed by default. Anyone have
comments/experiences? I'm not a a big Perl user, so I'm not sure what
the support for modern dates, offsets and timezones is like in Perl or
what alternatives there are to the 1999 Time::ParseDate module.

-- 
 Craig Ringer                   http://www.2ndQuadrant.com/
 PostgreSQL Development, 24x7 Support, Training & Services

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From Joshua.Lansford at laserlinc.com  Wed Feb 13 08:36:48 2013
From: Joshua.Lansford at laserlinc.com (Joshua Lansford)
Date: Wed, 13 Feb 2013 08:36:48 -0500
Subject: [rt-users] Only copy owner
Message-ID: <511B96F0.3060002@laserlinc.com>

Hi folks,
I want to set up a queue monitored by multiple AdminCCs. Once one 
AdminCC becomes the owner, I would like the other AdminCCs to no longer 
receive update emails with each correspondence but still be able to view 
the ticket when logged in.
Thinking of modifying the scrips, specifically "On Correspond Notify 
AdminCcs".
But before I dive into the world of custom conditions and scrips, I want 
to make sure this is the correct direction to go.
Thanks,
~Joshua


From cloos at netcologne.de  Wed Feb 13 09:17:06 2013
From: cloos at netcologne.de (Christian Loos)
Date: Wed, 13 Feb 2013 15:17:06 +0100
Subject: [rt-users] Displaying times in local user's timezone (worldwide
	support)?
In-Reply-To: <511B92E0.4040705@2ndquadrant.com>
References: <511B8380.8010101@2ndquadrant.com>
	<511B92E0.4040705@2ndquadrant.com>
Message-ID: <511BA062.4020500@netcologne.de>

Am 13.02.2013 14:19, schrieb Craig Ringer:
> Yes, yes I am. Inevitably, as soon as I posted this message I noticed
> that there's a timezone field in the user table, though it isn't exposed
> in the UI and is defined as "varchar(50)" with no CHECK constraint, so
> it's not exactly clear what's supposed to go in it.

If you go to "Logged in as ..." -> Settings -> "About me" you can set
your own timezone in the Web UI.

In etc/RT_SiteConfig.pm you can set the global RT Server timezone. Look
at http://bestpractical.com/rt/docs/latest/RT_Config.html#Timezone for
more infos.

Chris


From craig at 2ndquadrant.com  Wed Feb 13 09:38:39 2013
From: craig at 2ndquadrant.com (Craig Ringer)
Date: Wed, 13 Feb 2013 22:38:39 +0800
Subject: [rt-users] Displaying times in local user's timezone (worldwide
	support)?
In-Reply-To: <511BA062.4020500@netcologne.de>
References: <511B8380.8010101@2ndquadrant.com>
	<511B92E0.4040705@2ndquadrant.com> <511BA062.4020500@netcologne.de>
Message-ID: <511BA56F.4090108@2ndquadrant.com>

On 02/13/2013 10:17 PM, Christian Loos wrote:
> Am 13.02.2013 14:19, schrieb Craig Ringer:
>> Yes, yes I am. Inevitably, as soon as I posted this message I noticed
>> that there's a timezone field in the user table, though it isn't exposed
>> in the UI and is defined as "varchar(50)" with no CHECK constraint, so
>> it's not exactly clear what's supposed to go in it.
> If you go to "Logged in as ..." -> Settings -> "About me" you can set
> your own timezone in the Web UI.
Ah. It's displayed there, but not in the admin-accessible user
configuration page at Tools->configuration->users->(Select user) . I
didn't realise that the user-level one might have different (or more, at
least) fields to the admin one.

My apologies for the stupid question.

I was also hopelessly remiss in failing to report my RT version and
platform, something I should know better than. I'm using RT 4.0.7 on
Debian 6.0.6, with RT installed via Debian backports. I'm considering
updating to 4.0.10 soon.

I'm hoping other members of the team will have some updates to the
Spanish .po files to send in soon, since we'll be focusing significantly
on Spanish support. Would Spanish versions of the default templates be
useful too?

Anyway, sorry for the waste of time. PEBKAC, ID10T error.
> In etc/RT_SiteConfig.pm you can set the global RT Server timezone. Look
> at http://bestpractical.com/rt/docs/latest/RT_Config.html#Timezone for
> more infos.
Yes, the default timezone is set to UTC in RT_SiteConfig .pm by

    Set($Timezone, "UTC");

That's in the basic documentation and that part is fine.

-- 
 Craig Ringer                   http://www.2ndQuadrant.com/
 PostgreSQL Development, 24x7 Support, Training & Services

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From craig at 2ndquadrant.com  Wed Feb 13 09:42:39 2013
From: craig at 2ndquadrant.com (Craig Ringer)
Date: Wed, 13 Feb 2013 22:42:39 +0800
Subject: [rt-users] Displaying times in local user's timezone (worldwide
 support)?
In-Reply-To: <511BA56F.4090108@2ndquadrant.com>
References: <511B8380.8010101@2ndquadrant.com>
	<511B92E0.4040705@2ndquadrant.com> <511BA062.4020500@netcologne.de>
	<511BA56F.4090108@2ndquadrant.com>
Message-ID: <511BA65F.8020301@2ndquadrant.com>

On 02/13/2013 10:38 PM, Craig Ringer wrote:
> On 02/13/2013 10:17 PM, Christian Loos wrote:
>> Am 13.02.2013 14:19, schrieb Craig Ringer:
>>> Yes, yes I am. Inevitably, as soon as I posted this message I noticed
>>> that there's a timezone field in the user table, though it isn't exposed
>>> in the UI and is defined as "varchar(50)" with no CHECK constraint, so
>>> it's not exactly clear what's supposed to go in it.
>> If you go to "Logged in as ..." -> Settings -> "About me" you can set
>> your own timezone in the Web UI.
> Ah. It's displayed there, but not in the admin-accessible user
> configuration page at Tools->configuration->users->(Select user) . I
> didn't realise that the user-level one might have different (or more,
> at least) fields to the admin one.
>
> My apologies for the stupid question.

That said, from a usability point of view, the "Options" page could
really use a link to "About me", particularly in the "Locale" and "Mail"
sections. The separation of display timezone and date format locale
seems really bizarre, and is part of why I didn't find the option; if it
were supported, surely the timezone would be set in the user editor
accessible as admin, or in the Options section? It never occurred to me
to look in About Me.

-- 
 Craig Ringer                   http://www.2ndQuadrant.com/
 PostgreSQL Development, 24x7 Support, Training & Services

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From Joshua.Lansford at laserlinc.com  Wed Feb 13 09:48:32 2013
From: Joshua.Lansford at laserlinc.com (Joshua Lansford)
Date: Wed, 13 Feb 2013 09:48:32 -0500
Subject: [rt-users] Only copy owner
In-Reply-To: <511B96F0.3060002@laserlinc.com>
References: <511B96F0.3060002@laserlinc.com>
Message-ID: <511BA7C0.5090202@laserlinc.com>

On 02/13/2013 08:36 AM, Joshua Lansford wrote:
> Hi folks,
> I want to set up a queue monitored by multiple AdminCCs. Once one 
> AdminCC becomes the owner, I would like the other AdminCCs to no 
> longer receive update emails with each correspondence but still be 
> able to view the ticket when logged in.
> Thinking of modifying the scrips, specifically "On Correspond Notify 
> AdminCcs".
> But before I dive into the world of custom conditions and scrips, I 
> want to make sure this is the correct direction to go.
> Thanks,
> ~Joshua
>
Found my own answer:
http://requesttracker.wikia.com/wiki/On_Correspond_Notify_AdminCcs_if_Not_Owned
If someone else used custom scrips, it must be the way to go.
Thanks,
~Joshua


From tim at marchex.com  Wed Feb 13 10:28:00 2013
From: tim at marchex.com (Tim Wiley)
Date: Wed, 13 Feb 2013 07:28:00 -0800
Subject: [rt-users] rt-mailgate error 302 with WebExternalAuth and
 Apache OpenID module
In-Reply-To: <2F9F2F84D291FF469A7821AAD95B1FDE6504D5C5@BL2PRD0610MB363.namprd06.prod.outlook.com>
References: <2F9F2F84D291FF469A7821AAD95B1FDE6504D5C5@BL2PRD0610MB363.namprd06.prod.outlook.com>
Message-ID: <511BB100.5020500@marchex.com>

On 02/12/2013 08:00 PM, Thomas Klump wrote:
> I?m working on implementing RT with OpenID. I started with a basic
> installation of RT and I created some test tickets from within the webui
> and via email. Everything worked great. I then started to implement
> OpenID for authentication. I tried using the RT OpenID plugin but I was
> never able to get that to work and there was very little documentation
> out there about it. I then decided to install WebExternalAuth use the
> Apache OpenID module for authentication. I was able to get this to work
> and now the web interface works great. Unfortunately, now the
> rt-mailgate is no longer working. When I email the queue the following
> error is logged in the maillog:
>
> Feb 13 03:17:03 sendmail[20134]: r1D3Gsht020130:
> to="|/usr/local/rt/bin/rt-mailgate --queue 'Customer Service' --action
> correspond --url http://rt.example.com/",
> ctladdr=<customerservice at rt.example.com
> <mailto:customerservice at rt.example.com>> (8/0), delay=00:00:08,
> xdelay=00:00:01, mailer=prog, pri=123857, dsn=4.0.0, stat=Deferred: prog
> mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL
>
> I then tried testing it from command line with the following results:
>
> # (echo Subject: test; echo; echo test) |/usr/local/rt/bin/rt-mailgate
> --queue 'Customer Service' --action correspond --url
> http://rt.example.com --debug
>
> /usr/local/rt/bin/rt-mailgate: temp file is '/tmp/b4OHJlWSwH/Kgebhr0hI2'
>
> /usr/local/rt/bin/rt-mailgate: connecting to
> http://rt.example.com/REST/1.0/NoAuth/mail-gateway
>
> An Error Occurred
>
> =================
>
> 302 Found
>
> /usr/local/rt/bin/rt-mailgate: undefined server error
>
> I then switched back to normal authentication methods in my apache
> virtualhost config and then rt-mailgate would process emails
> successfully. Here is my apache vituralhost configuration that seems to
> be the problem:
>
> <VirtualHost *:80>
>
>          # Optional apache logs for RT
>
>          # ErrorLog /usr/local/rt/var/log/apache2.error
>
>          # TransferLog /usr/local/rt/var/log/apache2.access
>
>          # LogLevel debug
>
>          AddDefaultCharset UTF-8
>
>          DocumentRoot "/usr/local/rt/share/html"
>
>          <Location />
>
> # If I comment out the section below and uncomment the two lines below
> that everything works
>
>                  AuthType OpenID
>
>                  require valid-user
>
>                  AuthOpenIDTrusted ^http://www.example.com/$
>
>                  AuthOpenIDUseCookie On
>
>                  AuthOpenIDSingleIdP http://www.example.com
>
>                  AuthOpenIDTrustRoot http://rt.example.com
>
>                  AuthOpenIDCookieName rt_auth_cookie
>
>                  AuthOpenIDSecureCookie Off
>
> #               Order allow,deny
>
> #               Allow from all
>
>                  SetHandler modperl
>
>                  PerlResponseHandler Plack::Handler::Apache2
>
>                  PerlSetVar psgi_app /usr/local/rt/sbin/rt-server
>
>          </Location>
>
>          <Perl>
>
>                  use Plack::Handler::Apache2;
>
>
> Plack::Handler::Apache2->preload("/usr/local/rt/sbin/rt-server");
>
>          </Perl>
>
> </VirtualHost>
>
> Thanks for any help on this issue.
>
> Thomas Klump
>
>
>
>
>

I don't use RT in this way, but it sounds like you need to open up an 
area of RT for no authentication.  Take a look at the page below.  Note 
that it says it's out of date, so I may be way off here, but check out 
the part where it opens up /NoAuth.  You may have to play around with 
the location, as it looks like you're going through the REST API.


From nick.fennell at appliansys.com  Wed Feb 13 11:34:19 2013
From: nick.fennell at appliansys.com (Nick Fennell)
Date: Wed, 13 Feb 2013 16:34:19 +0000
Subject: [rt-users] RT-Extension-RepliesToResolved not creating links
Message-ID: <5F7A68A1-FB39-4FE1-A28A-1C556B9A8E7B@appliansys.com>

Hi All.

Have just installed/enabled the plugin 'RT-Extension-RepliesToResolved'. This was in place of a less supported option 'ForkIntoNewTicket'.

The new plugin seems to work in the basic sense, resolved tickets are no longer recording new messages but instead, new messages are forked correctly into a new ticket.

However, I have one or two little gripes;

1) I don't see the links being created between the forked response and the original ticket
2) I'd like to be able to prefix the forked template so that it includes a similar message to;

Response received on reply to previously resolved ticket: #12345

Any advice appreciated.

Cheers,

Nick
-- 
Nick Fennell
ApplianSys Support Team Leader

ApplianSys Limited
University of Warwick Science Park
Business Innovation Centre
Harry Weston Road
Coventry CV3 2TX

t: +44 (0) 870 7707 789
s: nick-fennell
www.appliansys.com

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From tjrc at sanger.ac.uk  Wed Feb 13 11:52:51 2013
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Wed, 13 Feb 2013 16:52:51 +0000
Subject: [rt-users] RT-Extension-RepliesToResolved not creating links
In-Reply-To: <5F7A68A1-FB39-4FE1-A28A-1C556B9A8E7B@appliansys.com>
References: <5F7A68A1-FB39-4FE1-A28A-1C556B9A8E7B@appliansys.com>
Message-ID: <76E5CE50-7C9E-4FE2-8F63-7B57ACF78898@sanger.ac.uk>


On 13 Feb 2013, at 16:34, Nick Fennell <nick.fennell at appliansys.com> wrote:

> Hi All.
> 
> Have just installed/enabled the plugin 'RT-Extension-RepliesToResolved'. This was in place of a less supported option 'ForkIntoNewTicket'.
> 
> The new plugin seems to work in the basic sense, resolved tickets are no longer recording new messages but instead, new messages are forked correctly into a new ticket.
> 
> However, I have one or two little gripes;
> 
> 1) I don't see the links being created between the forked response and the original ticket
> 2) I'd like to be able to prefix the forked template so that it includes a similar message to;
> 
> Response received on reply to previously resolved ticket: #12345

Can't help you with the second bit, but (1) is already fixed, if you're using version 0.02 of the extension, which you can get from github if it's not on CPAN yet:

https://github.com/bestpractical/rt-extension-repliestoresolved

Regards,

Tim

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


From nick.fennell at appliansys.com  Wed Feb 13 11:58:12 2013
From: nick.fennell at appliansys.com (Nick Fennell)
Date: Wed, 13 Feb 2013 16:58:12 +0000
Subject: [rt-users] RT-Extension-RepliesToResolved not creating links
In-Reply-To: <76E5CE50-7C9E-4FE2-8F63-7B57ACF78898@sanger.ac.uk>
References: <5F7A68A1-FB39-4FE1-A28A-1C556B9A8E7B@appliansys.com>
	<76E5CE50-7C9E-4FE2-8F63-7B57ACF78898@sanger.ac.uk>
Message-ID: <E75AEA8B-C845-4C78-BC36-6EE6FC870637@appliansys.com>

Cheers Tim. Seems 0.02 is available on CPAN as that's the version I've installed.

{{{
grep -i version RepliesToResolved.pm 
our $VERSION = '0.02';
}}}

Should I now apply head to desk? :-)

-- 
Nick Fennell
ApplianSys Support Team Leader

ApplianSys Limited
University of Warwick Science Park
Business Innovation Centre
Harry Weston Road
Coventry CV3 2TX

t: +44 (0) 870 7707 789
s: nick-fennell
www.appliansys.com

Our sales team sells by referral:
Less time looking for customers, more time looking after them

Subscribe: http://eepurl.com/ibKtY

On 13 Feb 2013, at 16:52, Tim Cutts <tjrc at sanger.ac.uk> wrote:

> 
> On 13 Feb 2013, at 16:34, Nick Fennell <nick.fennell at appliansys.com> wrote:
> 
>> Hi All.
>> 
>> Have just installed/enabled the plugin 'RT-Extension-RepliesToResolved'. This was in place of a less supported option 'ForkIntoNewTicket'.
>> 
>> The new plugin seems to work in the basic sense, resolved tickets are no longer recording new messages but instead, new messages are forked correctly into a new ticket.
>> 
>> However, I have one or two little gripes;
>> 
>> 1) I don't see the links being created between the forked response and the original ticket
>> 2) I'd like to be able to prefix the forked template so that it includes a similar message to;
>> 
>> Response received on reply to previously resolved ticket: #12345
> 
> Can't help you with the second bit, but (1) is already fixed, if you're using version 0.02 of the extension, which you can get from github if it's not on CPAN yet:
> 
> https://github.com/bestpractical/rt-extension-repliestoresolved
> 
> Regards,
> 
> Tim
> 
> --
> The Wellcome Trust Sanger Institute is operated by Genome Research
> Limited, a charity registered in England with number 1021457 and a
> company registered in England with number 2742969, whose registered
> office is 215 Euston Road, London, NW1 2BE.



From tjrc at sanger.ac.uk  Wed Feb 13 12:05:51 2013
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Wed, 13 Feb 2013 17:05:51 +0000
Subject: [rt-users] RT-Extension-RepliesToResolved not creating links
In-Reply-To: <E75AEA8B-C845-4C78-BC36-6EE6FC870637@appliansys.com>
References: <5F7A68A1-FB39-4FE1-A28A-1C556B9A8E7B@appliansys.com>
	<76E5CE50-7C9E-4FE2-8F63-7B57ACF78898@sanger.ac.uk>
	<E75AEA8B-C845-4C78-BC36-6EE6FC870637@appliansys.com>
Message-ID: <6D82D54D-B32D-4250-9E6C-9E9443E533D7@sanger.ac.uk>


On 13 Feb 2013, at 16:58, Nick Fennell <nick.fennell at appliansys.com> wrote:

> Cheers Tim. Seems 0.02 is available on CPAN as that's the version I've installed.
> 
> {{{
> grep -i version RepliesToResolved.pm 
> our $VERSION = '0.02';
> }}}
> 
> Should I now apply head to desk? :-)

Hmmm ... so it's creating the new tickets, but not creating the links?

You did do the make initdb part of the module installation, didn't you?  The link creation is done by a scrip called "On Create, Link to Resolved Tickets".  Is that Scrip there on your system, and active?

Tim

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


From nick.fennell at appliansys.com  Wed Feb 13 12:06:21 2013
From: nick.fennell at appliansys.com (Nick Fennell)
Date: Wed, 13 Feb 2013 17:06:21 +0000
Subject: [rt-users] RT-Extension-RepliesToResolved not creating links
In-Reply-To: <E75AEA8B-C845-4C78-BC36-6EE6FC870637@appliansys.com>
References: <5F7A68A1-FB39-4FE1-A28A-1C556B9A8E7B@appliansys.com>
	<76E5CE50-7C9E-4FE2-8F63-7B57ACF78898@sanger.ac.uk>
	<E75AEA8B-C845-4C78-BC36-6EE6FC870637@appliansys.com>
Message-ID: <C9B00CD6-D454-4A0B-9225-F9435F7B14EE@appliansys.com>

Tim. FYI. The problem 1) was caused by me installing via CPAN and not running make initdb. I assumed this step would be taken care of as not installing from source. My mistake there.

Downloaded the source, re-ran install, performed make initdb and the scrip to create the link now exists.

I've just seen your reply come in as I'm writing this so your bang on key!

-- 
Nick Fennell
ApplianSys Support Team Leader

ApplianSys Limited
University of Warwick Science Park
Business Innovation Centre
Harry Weston Road
Coventry CV3 2TX

t: +44 (0) 870 7707 789
s: nick-fennell
www.appliansys.com

Our sales team sells by referral:
Less time looking for customers, more time looking after them

Subscribe: http://eepurl.com/ibKtY

On 13 Feb 2013, at 16:58, Nick Fennell <nick.fennell at appliansys.com> wrote:

> Cheers Tim. Seems 0.02 is available on CPAN as that's the version I've installed.
> 
> {{{
> grep -i version RepliesToResolved.pm 
> our $VERSION = '0.02';
> }}}
> 
> Should I now apply head to desk? :-)
> 
> -- 
> Nick Fennell
> ApplianSys Support Team Leader
> 
> ApplianSys Limited
> University of Warwick Science Park
> Business Innovation Centre
> Harry Weston Road
> Coventry CV3 2TX
> 
> t: +44 (0) 870 7707 789
> s: nick-fennell
> www.appliansys.com
> 
> Our sales team sells by referral:
> Less time looking for customers, more time looking after them
> 
> Subscribe: http://eepurl.com/ibKtY
> 
> On 13 Feb 2013, at 16:52, Tim Cutts <tjrc at sanger.ac.uk> wrote:
> 
>> 
>> On 13 Feb 2013, at 16:34, Nick Fennell <nick.fennell at appliansys.com> wrote:
>> 
>>> Hi All.
>>> 
>>> Have just installed/enabled the plugin 'RT-Extension-RepliesToResolved'. This was in place of a less supported option 'ForkIntoNewTicket'.
>>> 
>>> The new plugin seems to work in the basic sense, resolved tickets are no longer recording new messages but instead, new messages are forked correctly into a new ticket.
>>> 
>>> However, I have one or two little gripes;
>>> 
>>> 1) I don't see the links being created between the forked response and the original ticket
>>> 2) I'd like to be able to prefix the forked template so that it includes a similar message to;
>>> 
>>> Response received on reply to previously resolved ticket: #12345
>> 
>> Can't help you with the second bit, but (1) is already fixed, if you're using version 0.02 of the extension, which you can get from github if it's not on CPAN yet:
>> 
>> https://github.com/bestpractical/rt-extension-repliestoresolved
>> 
>> Regards,
>> 
>> Tim
>> 
>> --
>> The Wellcome Trust Sanger Institute is operated by Genome Research
>> Limited, a charity registered in England with number 1021457 and a
>> company registered in England with number 2742969, whose registered
>> office is 215 Euston Road, London, NW1 2BE.
> 



From trs at bestpractical.com  Wed Feb 13 13:29:10 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 13 Feb 2013 10:29:10 -0800
Subject: [rt-users] Displaying times in local user's timezone (worldwide
 support)?
In-Reply-To: <511BA65F.8020301@2ndquadrant.com>
References: <511B8380.8010101@2ndquadrant.com>
	<511B92E0.4040705@2ndquadrant.com> <511BA062.4020500@netcologne.de>
	<511BA56F.4090108@2ndquadrant.com>
	<511BA65F.8020301@2ndquadrant.com>
Message-ID: <511BDB76.6000902@bestpractical.com>

On 02/13/2013 06:42 AM, Craig Ringer wrote:
> That said, from a usability point of view, the "Options" page could
> really use a link to "About me", particularly in the "Locale" and "Mail"
> sections. The separation of display timezone and date format locale
> seems really bizarre, and is part of why I didn't find the option; if it
> were supported, surely the timezone would be set in the user editor
> accessible as admin, or in the Options section? It never occurred to me
> to look in About Me.

There are internal reasons, of course, why this isn't the case.  They
aren't good reasons though, and the timezone and language settings on a
user should be made visible from the user's preferences page (rather
than the user properties page).  The timezone property should also be
accessible to the admin user page.  File a feature request, please, to
rt-bugs at bestpractical.com or http://issues.bestpractical.com.

Regarding your concerns about RT's timezone support, they're based on
false assumptions.  RT uses the standard modern timezone specs and its
timezone support is pretty good.  Best Practical has engineers scattered
around the world, so a tool without proper timezoning is not an option.
:)  The comment you dug out of the code is related to Time::ParseDate
*itself*, and describes RT's workaround for it.  Perl has very modern
date and timezone handling via the DateTime suite, but RT predates it by
quite a few years and hasn't had the need to switch to it yet.

Thomas


From trs at bestpractical.com  Wed Feb 13 13:32:34 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 13 Feb 2013 10:32:34 -0800
Subject: [rt-users] Displaying times in local user's timezone (worldwide
 support)?
In-Reply-To: <511B8380.8010101@2ndquadrant.com>
References: <511B8380.8010101@2ndquadrant.com>
Message-ID: <511BDC42.6040008@bestpractical.com>

On 02/13/2013 04:13 AM, Craig Ringer wrote:
> At this point it's a trial instance with low ticket volumes
> and user counts, and RT's paid support doesn't really have a casual
> entry-level option suitable for "we're thinking of using RT, how would
> you meet this requirement".

For the record, we offer hourly consulting.  Contact
sales at bestpractical.com if you're interested.


From tim at marchex.com  Wed Feb 13 13:36:29 2013
From: tim at marchex.com (Tim Wiley)
Date: Wed, 13 Feb 2013 10:36:29 -0800
Subject: [rt-users] rt-mailgate error 302 with WebExternalAuth and
 Apache OpenID module
In-Reply-To: <2F9F2F84D291FF469A7821AAD95B1FDE6504D8E6@BL2PRD0610MB363.namprd06.prod.outlook.com>
References: <2F9F2F84D291FF469A7821AAD95B1FDE6504D5C5@BL2PRD0610MB363.namprd06.prod.outlook.com>
	<511BB100.5020500@marchex.com>
	<2F9F2F84D291FF469A7821AAD95B1FDE6504D8E6@BL2PRD0610MB363.namprd06.prod.outlook.com>
Message-ID: <511BDD2D.2080401@marchex.com>

On 02/13/2013 10:10 AM, Thomas Klump wrote:
> Tim,
>
> Thanks, adding a section to the virtualhost configuration for NoAuth having no authentication worked like a charm. The webpage I found the solution on is:
>
> http://requesttracker.wikia.com/wiki/WebExternalAuth
>
> Thanks,
>
> Thomas

It's usually a good idea to also reply to the list so others know the 
eventual resolution.

Also...so much for responding to e-mail before coffee.  I absolutely 
intended on adding that link to my e-mail & didn't.  My apologies.  I'm 
glad you eventually found it & figure it out.


From Thomas.Klump at exodec.com  Wed Feb 13 14:30:41 2013
From: Thomas.Klump at exodec.com (Thomas Klump)
Date: Wed, 13 Feb 2013 19:30:41 +0000
Subject: [rt-users] rt-mailgate error 302 with WebExternalAuth and
 Apache OpenID module
References: <2F9F2F84D291FF469A7821AAD95B1FDE6504D5C5@BL2PRD0610MB363.namprd06.prod.outlook.com>
	<511BB100.5020500@marchex.com> 
Message-ID: <2F9F2F84D291FF469A7821AAD95B1FDE6504D9D0@BL2PRD0610MB363.namprd06.prod.outlook.com>

Tim,

Thanks, adding a section to the virtualhost configuration for NoAuth having no authentication worked like a charm. The webpage I found the solution on is:

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

and the snippet I added to my rc.conf was:

<LocationMatch "/NoAuth">
    Satisfy Any
    Allow from all
</LocationMatch>

Thanks,

Thomas

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tim Wiley
Sent: Wednesday, February 13, 2013 7:28 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] rt-mailgate error 302 with WebExternalAuth and Apache OpenID module

On 02/12/2013 08:00 PM, Thomas Klump wrote:
> I'm working on implementing RT with OpenID. I started with a basic 
> installation of RT and I created some test tickets from within the 
> webui and via email. Everything worked great. I then started to 
> implement OpenID for authentication. I tried using the RT OpenID 
> plugin but I was never able to get that to work and there was very 
> little documentation out there about it. I then decided to install 
> WebExternalAuth use the Apache OpenID module for authentication. I was 
> able to get this to work and now the web interface works great.
> Unfortunately, now the rt-mailgate is no longer working. When I email 
> the queue the following error is logged in the maillog:
>
> Feb 13 03:17:03 sendmail[20134]: r1D3Gsht020130:
> to="|/usr/local/rt/bin/rt-mailgate --queue 'Customer Service' --action 
> correspond --url http://rt.example.com/", 
> ctladdr=<customerservice at rt.example.com
> <mailto:customerservice at rt.example.com>> (8/0), delay=00:00:08, 
> xdelay=00:00:01, mailer=prog, pri=123857, dsn=4.0.0, stat=Deferred:
> prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL
>
> I then tried testing it from command line with the following results:
>
> # (echo Subject: test; echo; echo test) |/usr/local/rt/bin/rt-mailgate 
> --queue 'Customer Service' --action correspond --url 
> http://rt.example.com --debug
>
> /usr/local/rt/bin/rt-mailgate: temp file is '/tmp/b4OHJlWSwH/Kgebhr0hI2'
>
> /usr/local/rt/bin/rt-mailgate: connecting to 
> http://rt.example.com/REST/1.0/NoAuth/mail-gateway
>
> An Error Occurred
>
> =================
>
> 302 Found
>
> /usr/local/rt/bin/rt-mailgate: undefined server error
>
> I then switched back to normal authentication methods in my apache 
> virtualhost config and then rt-mailgate would process emails 
> successfully. Here is my apache vituralhost configuration that seems 
> to be the problem:
>
> <VirtualHost *:80>
>
>          # Optional apache logs for RT
>
>          # ErrorLog /usr/local/rt/var/log/apache2.error
>
>          # TransferLog /usr/local/rt/var/log/apache2.access
>
>          # LogLevel debug
>
>          AddDefaultCharset UTF-8
>
>          DocumentRoot "/usr/local/rt/share/html"
>
>          <Location />
>
> # If I comment out the section below and uncomment the two lines below 
> that everything works
>
>                  AuthType OpenID
>
>                  require valid-user
>
>                  AuthOpenIDTrusted ^http://www.example.com/$
>
>                  AuthOpenIDUseCookie On
>
>                  AuthOpenIDSingleIdP http://www.example.com
>
>                  AuthOpenIDTrustRoot http://rt.example.com
>
>                  AuthOpenIDCookieName rt_auth_cookie
>
>                  AuthOpenIDSecureCookie Off
>
> #               Order allow,deny
>
> #               Allow from all
>
>                  SetHandler modperl
>
>                  PerlResponseHandler Plack::Handler::Apache2
>
>                  PerlSetVar psgi_app /usr/local/rt/sbin/rt-server
>
>          </Location>
>
>          <Perl>
>
>                  use Plack::Handler::Apache2;
>
>
> Plack::Handler::Apache2->preload("/usr/local/rt/sbin/rt-server");
>
>          </Perl>
>
> </VirtualHost>
>
> Thanks for any help on this issue.
>
> Thomas Klump
>
>
>
>
>

I don't use RT in this way, but it sounds like you need to open up an area of RT for no authentication.  Take a look at the page below.  Note that it says it's out of date, so I may be way off here, but check out the part where it opens up /NoAuth.  You may have to play around with the location, as it looks like you're going through the REST API.


--
RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html

Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T




From demon_eyes_kyo at hotmail.com  Wed Feb 13 20:32:51 2013
From: demon_eyes_kyo at hotmail.com (CeeMorales)
Date: Wed, 13 Feb 2013 17:32:51 -0800 (PST)
Subject: [rt-users] Reload create.html/update.html upon CF field selection
Message-ID: <1360805571498-52725.post@n7.nabble.com>

Hello all,

I'm running RT4.0.5 on Ubuntu 11.10 but have no issue upgrading to the
latest version, OS included.

Now, would it be possible to reload the create/update.html (or perhaps an
alternate create/update.html) page upon selection of a certain value from a
drop-down menu Custom Field?

Let's say during ticket creation the user selects HIGH from the Severity
Custom Field, upon selection the create.html is reloaded but now displays an
extra Custom Field, a data input box for example.

Thank you all for your time!



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Reload-create-html-update-html-upon-CF-field-selection-tp52725.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From joel at vnode.se  Thu Feb 14 02:48:48 2013
From: joel at vnode.se (Joel Dahl)
Date: Thu, 14 Feb 2013 08:48:48 +0100
Subject: [rt-users] Reset "10 highest priority tickets I own" to default
Message-ID: <FED100E0-31BC-4BF6-9991-461E8192BEF4@vnode.se>

Hi,

I have one user who's changed/messed up the columns in his "10 highest priority tickets I own" on RT at a glance. How do I reset it to default again for this particular user?

We're running RT 4.0.8.

// Joel

From arekm at maven.pl  Thu Feb 14 03:48:44 2013
From: arekm at maven.pl (Arkadiusz =?utf-8?q?Mi=C5=9Bkiewicz?=)
Date: Thu, 14 Feb 2013 09:48:44 +0100
Subject: [rt-users] "My reminders" showing differently than for example
	linked tickets
Message-ID: <201302140948.44640.arekm@maven.pl>


In rt when two tickets are linked and one gets closed then the other one shows 
ticket title crossed with line like:

"Refers to : (Create) ---954173: abc something---" (title is crossed with 
line).

I wonder if "My reminders" could do the same? Right now I don't immediately 
see which reminders are for closed tickets and which are for open ones.

Unification here would be nice IMO (so treat this as feature requst, too).
-- 
Arkadiusz Mi?kiewicz, arekm / maven.pl


From mworia.martin at gmail.com  Thu Feb 14 03:30:46 2013
From: mworia.martin at gmail.com (Martin)
Date: Thu, 14 Feb 2013 08:30:46 +0000 (UTC)
Subject: [rt-users] RT 3.8.9 Installation
References: <014b01cbea6a$dfa4bee0$9eee3ca0$@ghs.com>
	<20110324220628.GS515@jibsheet.com>
	<01a701cbea71$9655f1d0$c301d570$@ghs.com>
Message-ID: <loom.20130214T091344-451@post.gmane.org>



Paul Fincher <pfincher <at> ghs.com> writes:

> 
> Kevin,
> 
>     Thanks you are right.  I had written down that I changed the schema
> (from when installing 3.8.8 when I went digging through the list and found
> the solution) but didn't make note of when or where I changed them.
> 
> Thanks again!
> Paul
> -----Original Message-----
> From: rt-users-bounces <at> lists.bestpractical.com
> [mailto:rt-users-bounces <at> lists.bestpractical.com] On Behalf Of Kevin 
Falcone
> Sent: Thursday, March 24, 2011 6:06 PM
> To: rt-users <at> lists.bestpractical.com
> Subject: Re: [rt-users] RT 3.8.9 Installation
> 
> On Thu, Mar 24, 2011 at 05:31:44PM -0400, Paul Fincher wrote:
> >       I knew from my 3.8.8 install that I needed to change the schema from
> "TYPE=InnoDB" to
> >    "ENGINE=InnoDB" and I did that both in ./etc/schema.mysql-4.0 and
> ./etc/schema.mysql-4.1.  I
> >    am using mysql version 5.5.10 (I used 5.5.8 on my test machine).  Any
> insight would be
> >    appreciated
> 
> I suspect you changed them after typing make install and that you actually
> need to fix /opt/rt3/etc/schema.mysql-4.1
> 
> -kevin
> 
> 
Hey Guys

I have searched all over for the fix for

Now creating a mysql database rt3 for RT.
Done.
Now populating database schema.
DBD::mysql::st execute failed: You have an error in your SQL syntax; check the 
manual that corresponds to your MySQL server version for the right syntax to use 
near 'TYPE=InnoDB  CHARACTER SET utf8' at line 15 at /tmp/rt-
3.8.10/sbin/../lib/RT/Handle.pm line 516.
make: *** [initialize-database] Error 255

i have already changed all instances of TYPE=InnoDB to ENGINE=InnoDB in my  
/opt/rt3/etc/schema.mysql-4.1

but the error persists.

i am trying to install rt 3.8.10 on ubuntu 12.04
mysql version is 5.5.29

Perhaps if someone has an idea how i can fix this i would really appreciate the 
help 





From n.chrysandreas at albourne.com  Thu Feb 14 06:12:15 2013
From: n.chrysandreas at albourne.com (Nikolas Chrysandreas)
Date: Thu, 14 Feb 2013 11:12:15 -0000 (GMT)
Subject: [rt-users] CommandByMail generating errors in messages
In-Reply-To: <600e0a3c-00e6-4de5-a430-b62fc4ff5a83@mail-lcy-00.intern.albourne.com>
Message-ID: <8c0f2d5c-9f95-466f-9d25-d2201988d5bb@mail-lcy-00.intern.albourne.com>

Hi All,

We have RT 4.0.7 installed on a freeBSD system with postgres 9.0.10

In /var/log/messages we get these errors when the command by mail is called :
Feb 14 11:00:50  RT: Use of uninitialized value $1 in concatenation (.) or string at /usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm line 206. (/usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206)
Feb 14 11:00:50  RT: Use of uninitialized value $2 in concatenation (.) or string at /usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm line 206. (/usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206)
Feb 14 11:00:50  RT: Use of uninitialized value within @items in lc at /usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm line 209. (/usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:209)
Feb 14 11:07:16  RT: Use of uninitialized value within @items in lc at /usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm line 209. (/usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:209)
Feb 14 11:07:16  RT: Use of uninitialized value in concatenation (.) or string at /usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm line 249. (/usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:249)


Any help would be greatly appreciated.

Regards
Nik 


From falcone at bestpractical.com  Thu Feb 14 10:26:00 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 14 Feb 2013 10:26:00 -0500
Subject: [rt-users] RT 3.8.9 Installation
In-Reply-To: <loom.20130214T091344-451@post.gmane.org>
References: <014b01cbea6a$dfa4bee0$9eee3ca0$@ghs.com>
	<20110324220628.GS515@jibsheet.com>
	<01a701cbea71$9655f1d0$c301d570$@ghs.com>
	<loom.20130214T091344-451@post.gmane.org>
Message-ID: <20130214152600.GV1773@jibsheet.com>

On Thu, Feb 14, 2013 at 08:30:46AM +0000, Martin wrote:
> I have searched all over for the fix for
> 
> Now creating a mysql database rt3 for RT.
> Done.
> Now populating database schema.
> DBD::mysql::st execute failed: You have an error in your SQL syntax; check the 
> manual that corresponds to your MySQL server version for the right syntax to use 
> near 'TYPE=InnoDB  CHARACTER SET utf8' at line 15 at /tmp/rt-
> 3.8.10/sbin/../lib/RT/Handle.pm line 516.
> make: *** [initialize-database] Error 255
> 
> i have already changed all instances of TYPE=InnoDB to ENGINE=InnoDB in my  
> /opt/rt3/etc/schema.mysql-4.1
>
> but the error persists.
> 
> i am trying to install rt 3.8.10 on ubuntu 12.04
> mysql version is 5.5.29
> 
> Perhaps if someone has an idea how i can fix this i would really appreciate the 

Why are you installing 3.8.10?
The current release of RT is 4.0.10, the current release of the 3.8
series is 3.8.16 (and both include fixes for this).

Your problem is likely because you are editing the file in
/opt/rt3/etc/schema.mysql-4.1 rather than
/tmp/rt-3.8.10/etc/schema.mysql-4.1 but that doesn't explain
installing a version of RT which has multiple known security flaws.

-kevin
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From falcone at bestpractical.com  Thu Feb 14 10:26:37 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 14 Feb 2013 10:26:37 -0500
Subject: [rt-users] CommandByMail generating errors in messages
In-Reply-To: <8c0f2d5c-9f95-466f-9d25-d2201988d5bb@mail-lcy-00.intern.albourne.com>
References: <600e0a3c-00e6-4de5-a430-b62fc4ff5a83@mail-lcy-00.intern.albourne.com>
	<8c0f2d5c-9f95-466f-9d25-d2201988d5bb@mail-lcy-00.intern.albourne.com>
Message-ID: <20130214152637.GW1773@jibsheet.com>

On Thu, Feb 14, 2013 at 11:12:15AM -0000, Nikolas Chrysandreas wrote:
> In /var/log/messages we get these errors when the command by mail is called :
> Feb 14 11:00:50  RT: Use of uninitialized value $1 in concatenation (.) or string at /usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm line 206. (/usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206)
> Feb 14 11:00:50  RT: Use of uninitialized value $2 in concatenation (.) or string at /usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm line 206. (/usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206)
> Feb 14 11:00:50  RT: Use of uninitialized value within @items in lc at /usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm line 209. (/usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:209)
> Feb 14 11:07:16  RT: Use of uninitialized value within @items in lc at /usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm line 209. (/usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:209)
> Feb 14 11:07:16  RT: Use of uninitialized value in concatenation (.) or string at /usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm line 249. (/usr/local/share/rt40/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:249)
> 
> Any help would be greatly appreciated.

These are all warnings not errors.
Are you seeing them manifest as errors somewhere?

-kevin
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From holleran.kevin at gmail.com  Thu Feb 14 10:55:58 2013
From: holleran.kevin at gmail.com (Kevin Holleran)
Date: Thu, 14 Feb 2013 10:55:58 -0500
Subject: [rt-users] Leveraging RT for Access Control
Message-ID: <CAN4UfGwWkHPQ2xA3NJ+YPhi9Wc4JFQG0JiP45y0LPmCGATaALw@mail.gmail.com>

Good morning,

I am very new to RT and just getting my feet wet.

Is it possible to define workflows where a ticket is assigned to someone,
then once they perform an action, have it automatically assigned to someone
else?

So a ticket comes in for access to system A, it is assigned to the business
unit manager,  once they perform an action "close" or whatever, then it is
assigned to the security, then finally the server team to grant access.
 Essentially I am trying to create an documented process for an approval
chain.

Is something like this possible or am I better off going a different route?

Thanks.

--
Kevin Holleran
Master of Science, Computer Information Systems
Grand Valley State University
Master of Business Administration
Western Michigan University
SANS GCFA, SANS GCFE,  CCNA, ISA, MCSA, MCDST, MCP

"Do today what others won't, do tomorrow what others can't" - SEALFit

"We are what we repeatedly do. Excellence, then, is not an act, but a
habit." - Aristotle
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From n.chrysandreas at albourne.com  Thu Feb 14 11:09:02 2013
From: n.chrysandreas at albourne.com (Nikolas Chrysandreas)
Date: Thu, 14 Feb 2013 16:09:02 -0000 (GMT)
Subject: [rt-users] CommandByMail generating errors in messages
In-Reply-To: <20130214152637.GW1773@jibsheet.com>
Message-ID: <53bbea66-04b0-4dfa-819a-e257a46c49db@mail-lcy-00.intern.albourne.com>

Hi Kevin,

Thanks for the reply.

> These are all warnings not errors.
> Are you seeing them manifest as errors somewhere?

No, we haven't had any real issues but we have another instance of RT on an ubuntu server and we don't see the same warnings.
I was wondering if there is something we could do about them.

Regards
Nik


From Raymond.Corbett at arcproductions.com  Thu Feb 14 11:37:50 2013
From: Raymond.Corbett at arcproductions.com (Raymond Corbett)
Date: Thu, 14 Feb 2013 16:37:50 +0000
Subject: [rt-users] Dashboard Custom Configurations
Message-ID: <5B09091AD62AE8478802740E5A5E10C3467593@ARCEXCHANGE.arc.local>

Hello all,  I am new to RT but really enjoying it.    I wander if this is possible to set up.   To make explanation easy lets say I have 3 Departments called:


*         Dept 1

*         Dept 2

*         Dept 3

I create three new Dashboards and call them Dept 1, Dept 2 and Dept 3 respectively saving them as RT System's Dashboards.

When a user logs in, the Dashboard Portal list all three of these.   That works fine.   And the user can select for example the Dept 1 Dashboard.

That is where my real question begins.   So lets assume we not see the Dept 1 Dashboard

Can I have:

1)   The Quick Search Portal list only Dept 1 Queues.   Currently it lists all Queues   Or list only a particular Queues that I want it to rather then all Queues that exist.

2)  The Saved Searches Portal list only saved searches set up for Dept1.   Perhaps we have say 3 custom searches saved for Dept1. Currently is list all saved searches.
I assume is that because it looks in a Saved Searches directory and lists everything it finds there.  I guess maybe I am asking if it could look into a subdirectory there only.

With the saved searches, it seems if I save them with privacy being  RT System's  that all users can see them listed which makes sense.   And it would seem logical then that all are listed.
The problem with not saving them as RT System's privacy that other team members don't see them. Just me.


Anyone?





[ARC]<http://www.arcproductions.com/>

Ray Corbett  Technology Projects Manager

p: 416.682.5200 x5232  | f: 416.682.5209
Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4
www.arcproductions.com<http://www.arcproductions.com>



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From sivchand at gmail.com  Thu Feb 14 10:39:50 2013
From: sivchand at gmail.com (Siv Chand Koripella)
Date: Thu, 14 Feb 2013 21:09:50 +0530
Subject: [rt-users] Fwd: RT 4.0.5 - Lifecycle - Status Drop Down has only
	current status
In-Reply-To: <CANjT6kkVSRke_5entZLbN4=w65qti1pVnpXu81LfoYHF=KXwdA@mail.gmail.com>
References: <CANjT6kkVSRke_5entZLbN4=w65qti1pVnpXu81LfoYHF=KXwdA@mail.gmail.com>
Message-ID: <CANjT6kkUBik9gwicN8t9Q5YYu__yBFOFU94BAU7GeYKCt3aVRA@mail.gmail.com>

Hello List,

I am trying to set a Lifecycle with RT 4.0.5. Well I was able to define one
with steps from http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 .

After doing this I made a queue use the Cycle1 Lifecycle. After doing that
the Status dropdown in Basics has only value (the current status). Is there
some thing wrong in my Lifecycle definition? I am not sure!!

Please do let me know if you need any more info.

Lifecycle grabbed from System Configuration
Lifecycles     {
          'Cycle1' => {
                        'rights' => {

        '* -> *' => 'ModifyTicket',
                                      '* -> deleted' => 'DeleteTicket'
                                    },
                        'actions' => [
                                       'new -> open',
                                       {
                                         'label' => 'Open It',
                                         'update' => 'Respond'
                                       },
                                       'new -> resolved',
                                       {
                                         'label' => 'Resolve',
                                         'update' => 'Comment'
                                       },
                                       'new -> rejected',
                                       {
                                         'label' => 'Reject',
                                         'update' => 'Respond'
                                       },
                                       'new -> deleted',
                                       {
                                         'label' => 'Delete'
                                       },
                                       'open -> stalled',
                                       {
                                         'label' => 'Stall',
                                         'update' => 'Comment'
                                       },
                                       'open -> resolved',
                                       {
                                         'label' => 'Resolve',
                                         'update' => 'Comment'
                                       },
                                       'open -> rejected',
                                       {
                                         'label' => 'Reject',
                                         'update' => 'Respond'
                                       },
                                       'stalled -> open',
                                       {
                                         'label' => 'Open It'
                                       },
                                       'resolved -> open',
                                       {
                                         'label' => 'Re-open',
                                         'update' => 'Comment'
                                       },
                                       'rejected -> open',
                                       {
                                         'label' => 'Re-open',
                                         'update' => 'Comment'
                                       },
                                       'deleted -> open',
                                       {
                                         'label' => 'Undelete'
                                       }
                                     ],
                        'transistions' => {
                                            'Need_More_Info' => [
                                                                  'open',
                                                                  'stalled',
                                                                  'Fixed',

'Ready_QA',

'Ready_Deploy',
                                                                  'ReOpen',

'Third_Party',

'Duplicate',

'Deferred',

'Not_Reproducible',

'Cannot_Fix',

'resolved',

'rejected',
                                                                  'deleted'
                                                                ],
                                            '' => [
                                                    'new',
                                                    'open',
                                                    'resolved'
                                                  ],
                                            'Cannot_Fix' => [
                                                              'open',
                                                              'stalled',
                                                              'Fixed',
                                                              'Ready_QA',

'Ready_Deploy',
                                                              'ReOpen',

'Need_More_Info',
                                                              'Third_Party',
                                                              'Duplicate',
                                                              'Deferred',

'Not_Reproducible',
                                                              'resolved',
                                                              'rejected',
                                                              'deleted'
                                                            ],
                                            'rejected' => [
                                                            'open',
                                                            'stalled',
                                                            'Fixed',
                                                            'Ready_QA',
                                                            'Ready_Deploy',
                                                            'ReOpen',

'Need_More_Info',
                                                            'Third_Party',
                                                            'Duplicate',
                                                            'Deferred',

'Not_Reproducible',
                                                            'Cannot_Fix',
                                                            'resolved',
                                                            'deleted'
                                                          ],
                                            'Deferred' => [
                                                            'open',
                                                            'stalled',
                                                            'Fixed',
                                                            'Ready_QA',
                                                            'Ready_Deploy',
                                                            'ReOpen',

'Need_More_Info',
                                                            'Third_Party',
                                                            'Duplicate',

'Not_Reproducible',
                                                            'Cannot_Fix',
                                                            'resolved',
                                                            'rejected',
                                                            'deleted'
                                                          ],
                                            'resolved' => [
                                                            'open',
                                                            'stalled',
                                                            'Fixed',
                                                            'Ready_QA',
                                                            'Ready_Deploy',
                                                            'ReOpen',

'Need_More_Info',
                                                            'Third_Party',
                                                            'Duplicate',
                                                            'Deferred',

'Not_Reproducible',
                                                            'Cannot_Fix',
                                                            'rejected',
                                                            'deleted'
                                                          ],
                                            'deleted' => [
                                                           'open',
                                                           'stalled',
                                                           'Fixed',
                                                           'Ready_QA',
                                                           'Ready_Deploy',
                                                           'ReOpen',
                                                           'Need_More_Info',
                                                           'Third_Party',
                                                           'Duplicate',
                                                           'Deferred',

'Not_Reproducible',
                                                           'Cannot_Fix',
                                                           'resolved',
                                                           'rejected'
                                                         ],
                                            'Not_Reproducible' => [
                                                                    'open',

'stalled',
                                                                    'Fixed',

'Ready_QA',

'Ready_Deploy',

'ReOpen',

'Need_More_Info',

'Third_Party',

'Duplicate',

'Deferred',

'Cannot_Fix',

'resolved',

'rejected',

'deleted'
                                                                  ],
                                            'open' => [
                                                        'stalled',
                                                        'Fixed',
                                                        'Ready_QA',
                                                        'Ready_Deploy',
                                                        'ReOpen',
                                                        'Need_More_Info',
                                                        'Third_Party',
                                                        'Duplicate',
                                                        'Deferred',
                                                        'Not_Reproducible',
                                                        'Cannot_Fix',
                                                        'resolved',
                                                        'rejected',
                                                        'deleted'
                                                      ],
                                            'stalled' => [
                                                           'open',
                                                           'Fixed',
                                                           'Ready_QA',
                                                           'Ready_Deploy',
                                                           'ReOpen',
                                                           'Need_More_Info',
                                                           'Third_Party',
                                                           'Duplicate',
                                                           'Deferred',

'Not_Reproducible',
                                                           'Cannot_Fix',
                                                           'resolved',
                                                           'rejected',
                                                           'deleted'
                                                         ],
                                            'Ready_Deploy' => [
                                                                'open',
                                                                'stalled',
                                                                'Fixed',
                                                                'Ready_QA',
                                                                'ReOpen',

'Need_More_Info',

'Third_Party',
                                                                'Duplicate',
                                                                'Deferred',

'Not_Reproducible',

'Cannot_Fix',
                                                                'resolved',
                                                                'rejected',
                                                                'deleted'
                                                              ],
                                            'Fixed' => [
                                                         'open',
                                                         'stalled',
                                                         'Ready_QA',
                                                         'Ready_Deploy',
                                                         'ReOpen',
                                                         'Need_More_Info',
                                                         'Third_Party',
                                                         'Duplicate',
                                                         'Deferred',
                                                         'Not_Reproducible',
                                                         'Cannot_Fix',
                                                         'resolved',
                                                         'rejected',
                                                         'deleted'
                                                       ],
                                            'ReOpen' => [
                                                          'open',
                                                          'stalled',
                                                          'Fixed',
                                                          'Ready_QA',
                                                          'Ready_Deploy',
                                                          'Need_More_Info',
                                                          'Third_Party',
                                                          'Duplicate',
                                                          'Deferred',

'Not_Reproducible',
                                                          'Cannot_Fix',
                                                          'resolved',
                                                          'rejected',
                                                          'deleted'
                                                        ],
                                            'Duplicate' => [
                                                             'open',
                                                             'stalled',
                                                             'Fixed',
                                                             'Ready_QA',
                                                             'Ready_Deploy',
                                                             'ReOpen',

'Need_More_Info',
                                                             'Third_Party',
                                                             'Deferred',

'Not_Reproducible',
                                                             'Cannot_Fix',
                                                             'resolved',
                                                             'rejected',
                                                             'deleted'
                                                           ],
                                            'new' => [
                                                       'open',
                                                       'stalled',
                                                       'Fixed',
                                                       'Ready_QA',
                                                       'Ready_Deploy',
                                                       'ReOpen',
                                                       'Need_More_Info',
                                                       'Third_Party',
                                                       'Duplicate',
                                                       'Deferred',
                                                       'Not_Reproducible',
                                                       'Cannot_Fix',
                                                       'resolved',
                                                       'rejected',
                                                       'deleted'
                                                     ],
                                            'Third_Party' => [
                                                               'open',
                                                               'stalled',
                                                               'Fixed',
                                                               'Ready_QA',

'Ready_Deploy',
                                                               'ReOpen',

'Need_More_Info',

'Third_Party',
                                                               'Duplicate',
                                                               'Deferred',

'Not_Reproducible',
                                                               'Cannot_Fix',
                                                               'resolved',
                                                               'rejected',
                                                               'deleted'
                                                             ],
                                            'Ready_QA' => [
                                                            'open',
                                                            'stalled',
                                                            'Fixed',
                                                            'Ready_Deploy',
                                                            'ReOpen',

'Need_More_Info',
                                                            'Third_Party',
                                                            'Duplicate',
                                                            'Deferred',

'Not_Reproducible',
                                                            'Cannot_Fix',
                                                            'resolved',
                                                            'rejected',
                                                            'deleted'
                                                          ]
                                          },
                        'inactive' => [
                                        'resolved',
                                        'rejected',
                                        'deleted'
                                      ],
                        'defaults' => {
                                        'on_merge' => 'resolved',
                                        'approved' => 'open',
                                        'on_create' => 'new',
                                        'denied' => 'rejected'
                                      },
                        'active' => [
                                      'open',
                                      'stalled',
                                      'Fixed',
                                      'Ready_QA',
                                      'Ready_Deploy',
                                      'ReOpen',
                                      'Need_More_Info',
                                      'Third_Party',
                                      'Duplicate',
                                      'Deferred',
                                      'Not_Reproducible',
                                      'Cannot_Fix'
                                    ],
                        'initial' => [
                                       'new'
                                     ]
                      },
          'approvals' => {
                           'rights' => {
                                         '* -> rejected' => 'ModifyTicket',
                                         '* -> *' => 'ModifyTicket',
                                         '* -> deleted' => 'DeleteTicket'
                                       },
                           'actions' => [
                                          'new -> open',
                                          {
                                            'label' => 'Open It',
                                            'update' => 'Respond'
                                          },
                                          'new -> resolved',
                                          {
                                            'label' => 'Resolve',
                                            'update' => 'Comment'
                                          },
                                          'new -> rejected',
                                          {
                                            'label' => 'Reject',
                                            'update' => 'Respond'
                                          },
                                          'new -> deleted',
                                          {
                                            'label' => 'Delete'
                                          },
                                          'open -> stalled',
                                          {
                                            'label' => 'Stall',
                                            'update' => 'Comment'
                                          },
                                          'open -> resolved',
                                          {
                                            'label' => 'Resolve',
                                            'update' => 'Comment'
                                          },
                                          'open -> rejected',
                                          {
                                            'label' => 'Reject',
                                            'update' => 'Respond'
                                          },
                                          'stalled -> open',
                                          {
                                            'label' => 'Open It'
                                          },
                                          'resolved -> open',
                                          {
                                            'label' => 'Re-open',
                                            'update' => 'Comment'
                                          },
                                          'rejected -> open',
                                          {
                                            'label' => 'Re-open',
                                            'update' => 'Comment'
                                          },
                                          'deleted -> open',
                                          {
                                            'label' => 'Undelete'
                                          }
                                        ],
                           'inactive' => [
                                           'resolved',
                                           'rejected',
                                           'deleted'
                                         ],
                           'defaults' => {
                                           'on_merge' => 'resolved',
                                           'on_create' => 'new'
                                         },
                           'active' => [
                                         'open',
                                         'stalled'
                                       ],
                           'initial' => [
                                          'new'
                                        ],
                           'transitions' => {
                                              'stalled' => [
                                                             'new',
                                                             'open',
                                                             'rejected',
                                                             'resolved',
                                                             'deleted'
                                                           ],
                                              'open' => [
                                                          'new',
                                                          'stalled',
                                                          'resolved',
                                                          'rejected',
                                                          'deleted'
                                                        ],
                                              '' => [
                                                      'new',
                                                      'open',
                                                      'resolved'
                                                    ],
                                              'rejected' => [
                                                              'new',
                                                              'open',
                                                              'stalled',
                                                              'resolved',
                                                              'deleted'
                                                            ],
                                              'resolved' => [
                                                              'new',
                                                              'open',
                                                              'stalled',
                                                              'rejected',
                                                              'deleted'
                                                            ],
                                              'deleted' => [
                                                             'new',
                                                             'open',
                                                             'stalled',
                                                             'rejected',
                                                             'resolved'
                                                           ],
                                              'new' => [
                                                         'open',
                                                         'stalled',
                                                         'resolved',
                                                         'rejected',
                                                         'deleted'
                                                       ]
                                            }
                         },
          'default' => {
                         'rights' => {
                                       '* -> *' => 'ModifyTicket',
                                       '* -> deleted' => 'DeleteTicket'
                                     },
                         'actions' => [
                                        'new -> open',
                                        {
                                          'label' => 'Open It',
                                          'update' => 'Respond'
                                        },
                                        'new -> resolved',
                                        {
                                          'label' => 'Resolve',
                                          'update' => 'Comment'
                                        },
                                        'new -> rejected',
                                        {
                                          'label' => 'Reject',
                                          'update' => 'Respond'
                                        },
                                        'new -> deleted',
                                        {
                                          'label' => 'Delete'
                                        },
                                        'open -> stalled',
                                        {
                                          'label' => 'Stall',
                                          'update' => 'Comment'
                                        },
                                        'open -> resolved',
                                        {
                                          'label' => 'Resolve',
                                          'update' => 'Comment'
                                        },
                                        'open -> rejected',
                                        {
                                          'label' => 'Reject',
                                          'update' => 'Respond'
                                        },
                                        'stalled -> open',
                                        {
                                          'label' => 'Open It'
                                        },
                                        'resolved -> open',
                                        {
                                          'label' => 'Re-open',
                                          'update' => 'Comment'
                                        },
                                        'rejected -> open',
                                        {
                                          'label' => 'Re-open',
                                          'update' => 'Comment'
                                        },
                                        'deleted -> open',
                                        {
                                          'label' => 'Undelete'
                                        }
                                      ],
                         'inactive' => [
                                         'resolved',
                                         'rejected',
                                         'deleted'
                                       ],
                         'defaults' => {
                                         'on_merge' => 'resolved',
                                         'approved' => 'open',
                                         'on_create' => 'new',
                                         'denied' => 'rejected'
                                       },
                         'active' => [
                                       'open',
                                       'stalled'
                                     ],
                         'initial' => [
                                        'new'
                                      ],
                         'transitions' => {
                                            'stalled' => [
                                                           'new',
                                                           'open',
                                                           'rejected',
                                                           'resolved',
                                                           'deleted'
                                                         ],
                                            'open' => [
                                                        'new',
                                                        'stalled',
                                                        'resolved',
                                                        'rejected',
                                                        'deleted'
                                                      ],
                                            '' => [
                                                    'new',
                                                    'open',
                                                    'resolved'
                                                  ],
                                            'rejected' => [
                                                            'new',
                                                            'open',
                                                            'stalled',
                                                            'resolved',
                                                            'deleted'
                                                          ],
                                            'resolved' => [
                                                            'new',
                                                            'open',
                                                            'stalled',
                                                            'rejected',
                                                            'deleted'
                                                          ],
                                            'deleted' => [
                                                           'new',
                                                           'open',
                                                           'stalled',
                                                           'rejected',
                                                           'resolved'
                                                         ],
                                            'new' => [
                                                       'open',
                                                       'stalled',
                                                       'resolved',
                                                       'rejected',
                                                       'deleted'
                                                     ]
                                          }
                       }
        }

Thanks,

--
Siv Chand Koripella
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From falcone at bestpractical.com  Thu Feb 14 12:07:07 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 14 Feb 2013 12:07:07 -0500
Subject: [rt-users] CommandByMail generating errors in messages
In-Reply-To: <53bbea66-04b0-4dfa-819a-e257a46c49db@mail-lcy-00.intern.albourne.com>
References: <20130214152637.GW1773@jibsheet.com>
	<53bbea66-04b0-4dfa-819a-e257a46c49db@mail-lcy-00.intern.albourne.com>
Message-ID: <20130214170707.GX1773@jibsheet.com>

On Thu, Feb 14, 2013 at 04:09:02PM -0000, Nikolas Chrysandreas wrote:
> > These are all warnings not errors.
> > Are you seeing them manifest as errors somewhere?
> 
> No, we haven't had any real issues but we have another instance of RT on an ubuntu server and we don't see the same warnings.
> I was wondering if there is something we could do about them.

Track down which emails are causing the warnings and sort out what in
them is triggering the warnings.

Presumably you don't get the same emails to both servers.

You can also limit which users can send emails that are processed by
CommandByMail.

-kevin
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From falcone at bestpractical.com  Thu Feb 14 12:09:54 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 14 Feb 2013 12:09:54 -0500
Subject: [rt-users] Dashboard Custom Configurations
In-Reply-To: <5B09091AD62AE8478802740E5A5E10C3467593@ARCEXCHANGE.arc.local>
References: <5B09091AD62AE8478802740E5A5E10C3467593@ARCEXCHANGE.arc.local>
Message-ID: <20130214170954.GY1773@jibsheet.com>

On Thu, Feb 14, 2013 at 04:37:50PM +0000, Raymond Corbett wrote:
>    1)   The Quick Search Portal list only Dept 1 Queues.   Currently it lists all Queues   Or
>    list only a particular Queues that I want it to rather then all Queues that exist.
> 
> 
> 
>    2)  The Saved Searches Portal list only saved searches set up for Dept1.   Perhaps we have say
>    3 custom searches saved for Dept1. Currently is list all saved searches.
> 
>    I assume is that because it looks in a Saved Searches directory and lists everything it finds
>    there.  I guess maybe I am asking if it could look into a subdirectory there only.
> 
> 
> 
>    With the saved searches, it seems if I save them with privacy being  RT System's  that all
>    users can see them listed which makes sense.   And it would seem logical then that all are
>    listed.
> 
>    The problem with not saving them as RT System's privacy that other team members don't see
>    them. Just me.

You want to do things as Group dashboards instead.
That way the users in Dept1 see the Group Dashboard called Dept1 and
the saved searches saved into the Dept1 group.

You can put your user into the Dept 1 group while you set these up and
then take them back out.

Similarly, if you want to limit the queues in Quick Search you can not
grant SeeQueue and ShowTicket in the irrelevant Queues.  This will
also limit down the other places the user might see ticket lists.

-kevin
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From Raymond.Corbett at arcproductions.com  Thu Feb 14 12:24:11 2013
From: Raymond.Corbett at arcproductions.com (Raymond Corbett)
Date: Thu, 14 Feb 2013 17:24:11 +0000
Subject: [rt-users] Dashboard Custom Configurations
In-Reply-To: <20130214170954.GY1773@jibsheet.com>
References: <5B09091AD62AE8478802740E5A5E10C3467593@ARCEXCHANGE.arc.local>
	<20130214170954.GY1773@jibsheet.com>
Message-ID: <5B09091AD62AE8478802740E5A5E10C346760D@ARCEXCHANGE.arc.local>

Thank you so much Kevin. This does make sense. 

Forgive my newness... but when you refer to Group dashboards, you say " You want to do things as Group dashboards instead"

I am not sure how I define them as Group Dashboards.......  Is this done by correctly the  Group Rights, where I have View Group Dashboards.  And if so do I toggle that option off. 

Thanks again

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Thursday, February 14, 2013 12:10 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Dashboard Custom Configurations

On Thu, Feb 14, 2013 at 04:37:50PM +0000, Raymond Corbett wrote:
>    1)   The Quick Search Portal list only Dept 1 Queues.   Currently it lists all Queues   Or
>    list only a particular Queues that I want it to rather then all Queues that exist.
> 
> 
> 
>    2)  The Saved Searches Portal list only saved searches set up for Dept1.   Perhaps we have say
>    3 custom searches saved for Dept1. Currently is list all saved searches.
> 
>    I assume is that because it looks in a Saved Searches directory and lists everything it finds
>    there.  I guess maybe I am asking if it could look into a subdirectory there only.
> 
> 
> 
>    With the saved searches, it seems if I save them with privacy being  RT System's  that all
>    users can see them listed which makes sense.   And it would seem logical then that all are
>    listed.
> 
>    The problem with not saving them as RT System's privacy that other team members don't see
>    them. Just me.

You want to do things as Group dashboards instead.
That way the users in Dept1 see the Group Dashboard called Dept1 and the saved searches saved into the Dept1 group.

You can put your user into the Dept 1 group while you set these up and then take them back out.

Similarly, if you want to limit the queues in Quick Search you can not grant SeeQueue and ShowTicket in the irrelevant Queues.  This will also limit down the other places the user might see ticket lists.

-kevin


From ruz at bestpractical.com  Thu Feb 14 12:36:32 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 14 Feb 2013 21:36:32 +0400
Subject: [rt-users] CommandByMail generating errors in messages
In-Reply-To: <20130214170707.GX1773@jibsheet.com>
References: <20130214152637.GW1773@jibsheet.com>
	<53bbea66-04b0-4dfa-819a-e257a46c49db@mail-lcy-00.intern.albourne.com>
	<20130214170707.GX1773@jibsheet.com>
Message-ID: <CAMOxC8svp9fEQmpyg1pnJMECH=5dXn9Vqwu08SqkrP+RuzPsHw@mail.gmail.com>

Hi,

I've pushed a few updates recently into repository and as part of that
fixed a few annoying warnings. Would you mind testing code from
repository?

On Thu, Feb 14, 2013 at 9:07 PM, Kevin Falcone
<falcone at bestpractical.com> wrote:
> On Thu, Feb 14, 2013 at 04:09:02PM -0000, Nikolas Chrysandreas wrote:
>> > These are all warnings not errors.
>> > Are you seeing them manifest as errors somewhere?
>>
>> No, we haven't had any real issues but we have another instance of RT on an ubuntu server and we don't see the same warnings.
>> I was wondering if there is something we could do about them.
>
> Track down which emails are causing the warnings and sort out what in
> them is triggering the warnings.
>
> Presumably you don't get the same emails to both servers.
>
> You can also limit which users can send emails that are processed by
> CommandByMail.
>
> -kevin
>
>
>
> --
> RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html
>
> Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T



-- 
Best regards, Ruslan.


From lb at mpexnet.de  Thu Feb 14 14:13:54 2013
From: lb at mpexnet.de (=?ISO-8859-15?Q?Lars_Br=E4uer?=)
Date: Thu, 14 Feb 2013 20:13:54 +0100
Subject: [rt-users] [SOLVED] rt-crontool broken in 4.0.10
Message-ID: <511D3772.7010905@mpexnet.de>

Hi,

I just spend about an hour wrestling with rt-crontool after an upgrade from 4.0.6 to 4.0.10.

I couldn't find the place where to report this bug to be fixed, so I hope someone from Bestpractical
will see this.

After the upgrade the "new" rt-crontool from 4.0.10 wouldn't work anymore:

# /opt/rt4/bin/rt-crontool
[Thu Feb 14 18:54:44 2013] [critical]: Undefined subroutine &main::loc called at
/opt/rt4/bin/rt-crontool line 312. (/opt/rt4/bin/../lib/RT.pm:356)
Undefined subroutine &main::loc called at /opt/rt4/bin/rt-crontool line 312.


I finally found out, that loc was missing in the RT::Interface::CLI call.

This fixed everything:

--------------------------------------
--- /usr/src/rt-4.0.10/bin/rt-crontool	2013-02-14 18:26:41.000000000 +0100
+++ /opt/rt/bin/rt-crontool	2013-02-14 20:04:07.000000000 +0100
@@ -79,7 +79,7 @@

 use Getopt::Long;

-use RT::Interface::CLI qw(CleanEnv GetCurrentUser GetMessageContent);
+use RT::Interface::CLI qw(loc CleanEnv GetCurrentUser GetMessageContent);

 #Clean out all the nasties from the environment
 CleanEnv();
--------------------------------------

Hope this can be fixed in the source, so this will work in future releases.

Best regards,

Lars




From alexmv at bestpractical.com  Thu Feb 14 14:58:04 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 14 Feb 2013 14:58:04 -0500
Subject: [rt-users] [SOLVED] rt-crontool broken in 4.0.10
In-Reply-To: <511D3772.7010905@mpexnet.de>
References: <511D3772.7010905@mpexnet.de>
Message-ID: <1360871884.721.2.camel@umgah.localdomain>

On Thu, 2013-02-14 at 20:13 +0100, Lars Br?uer wrote:
> I just spend about an hour wrestling with rt-crontool after an upgrade
> from 4.0.6 to 4.0.10.

Sorry that this bug ate your time, and our apologies that it went
unfound until now.  

> I couldn't find the place where to report this bug to be fixed, so I
> hope someone from Bestpractical will see this.

The "BUGS" section in the README file addresses the usual reporting
path.

> Hope this can be fixed in the source, so this will work in future releases.

Thanks for the patch.  Do you have any objection to being marked as the
"author" of the commit in git, as "Lars Br?uer <lb at mpexnet.de>" ?

 - Alex



From trs at bestpractical.com  Thu Feb 14 16:15:24 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 14 Feb 2013 13:15:24 -0800
Subject: [rt-users] [SOLVED] rt-crontool broken in 4.0.10
In-Reply-To: <1360871884.721.2.camel@umgah.localdomain>
References: <511D3772.7010905@mpexnet.de>
	<1360871884.721.2.camel@umgah.localdomain>
Message-ID: <511D53EC.9020203@bestpractical.com>

On 02/14/2013 11:58 AM, Alex Vandiver wrote:
>> I couldn't find the place where to report this bug to be fixed, so I
>> hope someone from Bestpractical will see this.
> 
> The "BUGS" section in the README file addresses the usual reporting
> path.

There's also a "Bug Reports" link in the navigation of
<https://bestpractical.com/rt/>, which points to
<http://bestpractical.com/rt/issues.html>.

Where did you look for bug reporting info?  Maybe we can add it to the
places you didn't find it.


From trs at bestpractical.com  Thu Feb 14 16:20:58 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 14 Feb 2013 13:20:58 -0800
Subject: [rt-users] Leveraging RT for Access Control
In-Reply-To: <CAN4UfGwWkHPQ2xA3NJ+YPhi9Wc4JFQG0JiP45y0LPmCGATaALw@mail.gmail.com>
References: <CAN4UfGwWkHPQ2xA3NJ+YPhi9Wc4JFQG0JiP45y0LPmCGATaALw@mail.gmail.com>
Message-ID: <511D553A.4010609@bestpractical.com>

On 02/14/2013 07:55 AM, Kevin Holleran wrote:
> Good morning, 
> 
> I am very new to RT and just getting my feet wet.  
> 
> Is it possible to define workflows where a ticket is assigned to
> someone, then once they perform an action, have it automatically
> assigned to someone else?  
> 
> So a ticket comes in for access to system A, it is assigned to the
> business unit manager,  once they perform an action "close" or whatever,
> then it is assigned to the security, then finally the server team to
> grant access.  Essentially I am trying to create an documented process
> for an approval chain.
> 
> Is something like this possible or am I better off going a different route?

Completely possible.  The standard way to model an approvals chain is
using RT's approvals system (which relies on scrips).  You create a set
of tickets for each approval necessary, and chain them appropriately,
and the ticket requesting access is rejected if anyone rejects or opened
if everyone approves.  Here's a place to start:
http://bestpractical.com/rt/docs/4.0/customizing/approvals.html



From falcone at bestpractical.com  Thu Feb 14 16:40:23 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 14 Feb 2013 16:40:23 -0500
Subject: [rt-users] Dashboard Custom Configurations
In-Reply-To: <5B09091AD62AE8478802740E5A5E10C346760D@ARCEXCHANGE.arc.local>
References: <5B09091AD62AE8478802740E5A5E10C3467593@ARCEXCHANGE.arc.local>
	<20130214170954.GY1773@jibsheet.com>
	<5B09091AD62AE8478802740E5A5E10C346760D@ARCEXCHANGE.arc.local>
Message-ID: <20130214214023.GZ1773@jibsheet.com>

On Thu, Feb 14, 2013 at 05:24:11PM +0000, Raymond Corbett wrote:
> Thank you so much Kevin. This does make sense. 
> 
> Forgive my newness... but when you refer to Group dashboards, you say " You want to do things as Group dashboards instead"
> 
> I am not sure how I define them as Group Dashboards.......  Is this done by correctly the  Group Rights, where I have View Group Dashboards.  And if so do I toggle that option off. 

In Saved Searches and in Groups the Privacy dropdown lets you control
where it goes.  You need to have rights to make dashboards/searches in
the group and be a member before they'll show up in the list.

You'll want to make sure that group members get the appropriate View
rights on the group itself in order to see dashboards and searches.

-kevin

> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
> Sent: Thursday, February 14, 2013 12:10 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Dashboard Custom Configurations
> 
> On Thu, Feb 14, 2013 at 04:37:50PM +0000, Raymond Corbett wrote:
> >    1)   The Quick Search Portal list only Dept 1 Queues.   Currently it lists all Queues   Or
> >    list only a particular Queues that I want it to rather then all Queues that exist.
> > 
> > 
> > 
> >    2)  The Saved Searches Portal list only saved searches set up for Dept1.   Perhaps we have say
> >    3 custom searches saved for Dept1. Currently is list all saved searches.
> > 
> >    I assume is that because it looks in a Saved Searches directory and lists everything it finds
> >    there.  I guess maybe I am asking if it could look into a subdirectory there only.
> > 
> > 
> > 
> >    With the saved searches, it seems if I save them with privacy being  RT System's  that all
> >    users can see them listed which makes sense.   And it would seem logical then that all are
> >    listed.
> > 
> >    The problem with not saving them as RT System's privacy that other team members don't see
> >    them. Just me.
> 
> You want to do things as Group dashboards instead.
> That way the users in Dept1 see the Group Dashboard called Dept1 and the saved searches saved into the Dept1 group.
> 
> You can put your user into the Dept 1 group while you set these up and then take them back out.
> 
> Similarly, if you want to limit the queues in Quick Search you can not grant SeeQueue and ShowTicket in the irrelevant Queues.  This will also limit down the other places the user might see ticket lists.
> 
> -kevin
> 
> 
> -- 
> RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html
> 
> Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
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From lb at mpexnet.de  Thu Feb 14 17:29:42 2013
From: lb at mpexnet.de (=?ISO-8859-1?Q?Lars_Br=E4uer?=)
Date: Thu, 14 Feb 2013 23:29:42 +0100
Subject: [rt-users] [SOLVED] rt-crontool broken in 4.0.10
In-Reply-To: <511D53EC.9020203@bestpractical.com>
References: <511D3772.7010905@mpexnet.de>
	<1360871884.721.2.camel@umgah.localdomain>
	<511D53EC.9020203@bestpractical.com>
Message-ID: <511D6556.9080905@mpexnet.de>

On 14.02.2013 22:15, Thomas Sibley wrote:
> On 02/14/2013 11:58 AM, Alex Vandiver wrote:
>>> I couldn't find the place where to report this bug to be fixed, so I
>>> hope someone from Bestpractical will see this.
>>
>> The "BUGS" section in the README file addresses the usual reporting
>> path.
> 
> There's also a "Bug Reports" link in the navigation of
> <https://bestpractical.com/rt/>, which points to
> <http://bestpractical.com/rt/issues.html>.
> 
> Where did you look for bug reporting info?  Maybe we can add it to the
> places you didn't find it.
> 
> 

That's really weird, it's clearly there, I must have missed that somehow. I mainly looked in the
main navigation bar on top of the page.


From rgk at pacelabs.com  Thu Feb 14 17:29:30 2013
From: rgk at pacelabs.com (Rolf Krogstad)
Date: Thu, 14 Feb 2013 22:29:30 +0000 (UTC)
Subject: [rt-users] URL Error after upgrading to rt4
References: <4EFC678E.1090400@cesca.cat>
	<1325217926.62148.YahooMailNeo@web29012.mail.ird.yahoo.com>
	<1325572408.57234.YahooMailNeo@web29010.mail.ird.yahoo.com>
Message-ID: <loom.20130214T231753-873@post.gmane.org>

Hello,

I have created a new server (RedHat 5.9 64-bit) and am running the latest 
version of MySQL and RT 4.0.10.   The old server was RT 3.6.6

I exported the data from the old server as follows:

mysqldump -uroot -p  --opt --skip-lock-tables --max_allowed_packet=1000000000 -
-single-transaction --default-character-set=binary --databases rt3 > 
RT_mysql_backup.sql

I then changed all references to the database rt3 to be rt4

I then imported the data into the new system, ran the upgrade steps as 
outlined in docs/UPGRADING.mysql.   (ran update from 3.6.6 to v3.7.87, 
generated and ran 'queries.sql', ran updates from 3.7.87 to current)

With one user I can go in and select a ticket and it opens fine with the URL:
http://v20labtrack/Ticket/Display.html?id=2973

If I log in as a different user it generates this URL which comes up with 
a "page not found" error:
http://v20labtrack/rt3/Ticket/Display.html?id=2973

The generation of the URL is user dependent, it is correct for some and wrong 
for some.  The old system was configured to require '/rt3' after the system 
name.  The new system is not.

There is no 'rt3' in the RT_SiteConfig.pm file.

Any idea how to get that to stop inserting '/rt3' into the URL?

Thanks

Rolf
Pace Analytical Services Inc.



From tim at marchex.com  Thu Feb 14 17:41:21 2013
From: tim at marchex.com (Tim Wiley)
Date: Thu, 14 Feb 2013 14:41:21 -0800
Subject: [rt-users] URL Error after upgrading to rt4
In-Reply-To: <loom.20130214T231753-873@post.gmane.org>
References: <4EFC678E.1090400@cesca.cat>
	<1325217926.62148.YahooMailNeo@web29012.mail.ird.yahoo.com>
	<1325572408.57234.YahooMailNeo@web29010.mail.ird.yahoo.com>
	<loom.20130214T231753-873@post.gmane.org>
Message-ID: <511D6811.1050303@marchex.com>

On 02/14/2013 02:29 PM, Rolf Krogstad wrote:
> Hello,
>
> I have created a new server (RedHat 5.9 64-bit) and am running the latest
> version of MySQL and RT 4.0.10.   The old server was RT 3.6.6
>
> I exported the data from the old server as follows:
>
> mysqldump -uroot -p  --opt --skip-lock-tables --max_allowed_packet=1000000000 -
> -single-transaction --default-character-set=binary --databases rt3 >
> RT_mysql_backup.sql
>
> I then changed all references to the database rt3 to be rt4
>
> I then imported the data into the new system, ran the upgrade steps as
> outlined in docs/UPGRADING.mysql.   (ran update from 3.6.6 to v3.7.87,
> generated and ran 'queries.sql', ran updates from 3.7.87 to current)
>
> With one user I can go in and select a ticket and it opens fine with the URL:
> http://v20labtrack/Ticket/Display.html?id=2973
>
> If I log in as a different user it generates this URL which comes up with
> a "page not found" error:
> http://v20labtrack/rt3/Ticket/Display.html?id=2973
>
> The generation of the URL is user dependent, it is correct for some and wrong
> for some.  The old system was configured to require '/rt3' after the system
> name.  The new system is not.
>
> There is no 'rt3' in the RT_SiteConfig.pm file.
>
> Any idea how to get that to stop inserting '/rt3' into the URL?
>
> Thanks
>
> Rolf
> Pace Analytical Services Inc.
>
>
>

Is this user dependent on the same machine?  Or is each user on a 
different workstation?  It sounds more like something that is machine 
dependent, not user dependent.


From falcone at bestpractical.com  Thu Feb 14 17:49:17 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 14 Feb 2013 17:49:17 -0500
Subject: [rt-users] URL Error after upgrading to rt4
In-Reply-To: <loom.20130214T231753-873@post.gmane.org>
References: <loom.20130214T231753-873@post.gmane.org>
Message-ID: <20130214224917.GA1773@jibsheet.com>

On Thu, Feb 14, 2013 at 10:29:30PM +0000, Rolf Krogstad wrote:
> Hello,
> 
> I have created a new server (RedHat 5.9 64-bit) and am running the latest 
> version of MySQL and RT 4.0.10.   The old server was RT 3.6.6

There were some bugs in early 3.6 RTs where it would store the full
URL so /rt3/Ticket/Display.html?id=__id__ rather than 
/__WebPath__/Ticket/Display.html?id=__id__

> With one user I can go in and select a ticket and it opens fine with the URL:
> http://v20labtrack/Ticket/Display.html?id=2973
> 
> If I log in as a different user it generates this URL which comes up with 
> a "page not found" error:
> http://v20labtrack/rt3/Ticket/Display.html?id=2973

This implies some users have a version of the Format for the search
that includes __WebPath__ and some include /rt3/ literally.

There's a new branch that adds an upgrade script
https://github.com/bestpractical/rt/commit/5d887addad62c4da580a651df8c94bd8cdb0fbb8
You can grab that script and try running it on a development copy of
your data and see if it properly repairs the links for you.

Try it out and let us know how it goes?  The branch needs review and
merging, but test results from the field are really helpful.

-kevin
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From aprilr at yelp.com  Thu Feb 14 19:10:47 2013
From: aprilr at yelp.com (April Rosenberg)
Date: Thu, 14 Feb 2013 16:10:47 -0800
Subject: [rt-users] Printing Charts
In-Reply-To: <511AB5DA.1050702@bestpractical.com>
References: <07968163a4d5975bbddcd15571e2cd1e@mail.gmail.com>
	<511AB5DA.1050702@bestpractical.com>
Message-ID: <744253b29d470853710e4ad2351101e1@mail.gmail.com>

Thanks.  It took me a bit to get it to work with my directory structure,
but I am now able to print charts.

April

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas
Sibley
Sent: Tuesday, February 12, 2013 1:36 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Printing Charts

On 02/11/2013 06:54 PM, April Rosenberg wrote:
> Good Afternoon,
>
> I am running 4.0.5 on Ubuntu.  After creating queries and going to the
> chart options.  I cannot print the charts out, it is the title and the
> rest is a blank page in IE and Firefox.  There are no errors in the
> apache logs and the charts appear fine.  This is true of pie and bar
> charts.  I have tried searching, but most info is about display being
> broken as well as printing.  I am using the default template, with a
> change in color on css only.
>
> Does anyone have any ideas?

The print stylesheet is specifically hiding all content on the Charts
page, but I'm not sure why.  It's a holdover from an older print
stylesheet (before the new one in 4.0.5), and I suspect it's a mistake and
hiding too much by accident.

Try applying this patch:

   curl -s https://github.com/bestpractical/rt/commit/ed77c63.patch \
       | patch -p1 -d /opt/rt4

and then clearing your Mason cache and restarting RT.  You'll need to
clear your browser cache (or force reload the page) as well since it will
aggressively cache the print styles.

I expect the patch above will be in the next release of RT.


--
RT training in Amsterdam, March 20-21:
http://bestpractical.com/services/training.html

Help improve RT by taking our user survey:
https://www.surveymonkey.com/s/N23JW9T


From mworia.martin at gmail.com  Fri Feb 15 04:42:37 2013
From: mworia.martin at gmail.com (Martin)
Date: Fri, 15 Feb 2013 09:42:37 +0000 (UTC)
Subject: [rt-users] RT 3.8.9 Installation
References: <014b01cbea6a$dfa4bee0$9eee3ca0$@ghs.com>
	<20110324220628.GS515@jibsheet.com>
	<01a701cbea71$9655f1d0$c301d570$@ghs.com>
	<loom.20130214T091344-451@post.gmane.org>
	<20130214152600.GV1773@jibsheet.com>
Message-ID: <loom.20130215T103900-588@post.gmane.org>

Kevin Falcone <falcone <at> bestpractical.com> writes:

> 
> On Thu, Feb 14, 2013 at 08:30:46AM +0000, Martin wrote:
> > I have searched all over for the fix for
> > 
> > Now creating a mysql database rt3 for RT.
> > Done.
> > Now populating database schema.
> > DBD::mysql::st execute failed: You have an error in your SQL syntax; check 
the 
> > manual that corresponds to your MySQL server version for the right syntax to 
use 
> > near 'TYPE=InnoDB  CHARACTER SET utf8' at line 15 at /tmp/rt-
> > 3.8.10/sbin/../lib/RT/Handle.pm line 516.
> > make: *** [initialize-database] Error 255
> > 
> > i have already changed all instances of TYPE=InnoDB to ENGINE=InnoDB in my  
> > /opt/rt3/etc/schema.mysql-4.1
> >
> > but the error persists.
> > 
> > i am trying to install rt 3.8.10 on ubuntu 12.04
> > mysql version is 5.5.29
> > 
> > Perhaps if someone has an idea how i can fix this i would really appreciate 
the 
> 
> Why are you installing 3.8.10?
> The current release of RT is 4.0.10, the current release of the 3.8
> series is 3.8.16 (and both include fixes for this).
> 
> Your problem is likely because you are editing the file in
> /opt/rt3/etc/schema.mysql-4.1 rather than
> /tmp/rt-3.8.10/etc/schema.mysql-4.1 but that doesn't explain
> installing a version of RT which has multiple known security flaws.
> 
> -kevin
> 
> Hi Kevin
Thanks i really appreciate the help. just to let you know i did a dist upgrade 
then installed rt 4.0 and managed to get past this error.

But later when editing my /etc/apache2/sites-available/rt4

as below

FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300

    <VirtualHost rt4.example.com>
        ### Optional apache logs for RT
        # Ensure that your log rotation scripts know about these files
        # ErrorLog /opt/rt4/var/log/apache2.error
        # TransferLog /opt/rt4/var/log/apache2.access
        # LogLevel debug

        AddDefaultCharset UTF-8

        Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/
        ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/

        DocumentRoot "/opt/rt4/share/html"
        <Location />
            Order allow,deny
            Allow from all

            Options +ExecCGI
            AddHandler fastcgi-script fcgi
        </Location>
    </VirtualHost>
> 

i cannot get my browser to open the rt default page.



From AlexYoung at HousingPartners.co.uk  Fri Feb 15 07:24:10 2013
From: AlexYoung at HousingPartners.co.uk (Alex Young)
Date: Fri, 15 Feb 2013 12:24:10 -0000
Subject: [rt-users] Update DueDate on CF modification
Message-ID: <930F3731A784414087B33E439A555634EE08CA@s-wor-e-001.SCOUTSOFFICE.local>

Hi. I'm using RT 4.0.5. I am trying to update the DueDate field with the
contents of a custom field with the datetime content. IT works fine on
creation of the ticket if I set the condition to "On Transaction" or "On
Create" but it doesn't update the DueDate field if the CF is modified
later. Any ideas how I can update DueDate when the CF is modified?

My scrip is:
Condition: On Transaction
Action: User defined
Template: Global template: Blank
Stage: TransactionCreate (Also tried TransactionBatch)
Custom Condition:
return 1;
Custom action prep code:
return 1;
Custom action cleanup code:
## Turns into yyyy-mm-dd format for date conversion by RT::Date 
my $trans = $self->TransactionObj; 
my $ticket = $self->TicketObj; 
my $cf_date = $ticket->FirstCustomFieldValue('Deployment DateTime'); 

my $duedate = RT::Date->new($RT::SystemUser); 
$duedate->Set(Format=>'unknown', Value=>$cf_date); 

$ticket->SetDue($duedate->ISO);

Thanks.


From falcone at bestpractical.com  Fri Feb 15 09:05:41 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 15 Feb 2013 09:05:41 -0500
Subject: [rt-users] RT 3.8.9 Installation
In-Reply-To: <loom.20130215T103900-588@post.gmane.org>
References: <014b01cbea6a$dfa4bee0$9eee3ca0$@ghs.com>
	<20110324220628.GS515@jibsheet.com>
	<01a701cbea71$9655f1d0$c301d570$@ghs.com>
	<loom.20130214T091344-451@post.gmane.org>
	<20130214152600.GV1773@jibsheet.com>
	<loom.20130215T103900-588@post.gmane.org>
Message-ID: <20130215140541.GB1773@jibsheet.com>

On Fri, Feb 15, 2013 at 09:42:37AM +0000, Martin wrote:
> 
> But later when editing my /etc/apache2/sites-available/rt4
> 
> as below
> 
> FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300
> 
>     <VirtualHost rt4.example.com>
>         ### Optional apache logs for RT
>         # Ensure that your log rotation scripts know about these files
>         # ErrorLog /opt/rt4/var/log/apache2.error
>         # TransferLog /opt/rt4/var/log/apache2.access
>         # LogLevel debug
> 
>         AddDefaultCharset UTF-8
> 
>         Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/
>         ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/
> 
>         DocumentRoot "/opt/rt4/share/html"
>         <Location />
>             Order allow,deny
>             Allow from all
> 
>             Options +ExecCGI
>             AddHandler fastcgi-script fcgi
>         </Location>
>     </VirtualHost>
> > 
> 
> i cannot get my browser to open the rt default page.
> 

You've not provided any apache error logs or errors from your browser.
Without that, we can't possibly guess the problem.
You've also left rt4.example.com as the virtualhost name, is that
correct for your environment?

-kevin
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From Raymond.Corbett at arcproductions.com  Fri Feb 15 10:21:29 2013
From: Raymond.Corbett at arcproductions.com (Raymond Corbett)
Date: Fri, 15 Feb 2013 15:21:29 +0000
Subject: [rt-users] Missing Predefined Search Portal
Message-ID: <5B09091AD62AE8478802740E5A5E10C3472D68@ARCEXCHANGE.arc.local>

We installed  RT  4.0.10 and all was working fine

Suddenly this morning on the RT at a Glance page  the My Tickets Portal is missing.

In it's place is the text   Predefined search My Tickets not found.

If I select the Edit option in the large Available selection list on the far left of the interface I now longer have the selection option  My Tickets

All others are there, QuickCreate, Quicksearch, MyAdminQueus  etc.




[ARC]<http://www.arcproductions.com/>

Ray Corbett  Technology Projects Manager

p: 416.682.5200 x5232  | f: 416.682.5209
Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4
www.arcproductions.com<http://www.arcproductions.com>



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From Raymond.Corbett at arcproductions.com  Fri Feb 15 12:01:02 2013
From: Raymond.Corbett at arcproductions.com (Raymond Corbett)
Date: Fri, 15 Feb 2013 17:01:02 +0000
Subject: [rt-users] Custom Portals or Panes
Message-ID: <5B09091AD62AE8478802740E5A5E10C347364A@ARCEXCHANGE.arc.local>

Can one create custom Portals such as the ones the Gui provides for MyTickets and Unowned Tickets and have them listed in the selection lists where one edits dashboards?



General procedure?   Or files to look at to see how these are coded?   I would want them editable, having a edit button in the corner like the My Tickets and Unowned Ticket ones do.



Thanks


[ARC]<http://www.arcproductions.com/>

Ray Corbett  Technology Projects Manager

p: 416.682.5200 x5232  | f: 416.682.5209
Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4
www.arcproductions.com<http://www.arcproductions.com>



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From falcone at bestpractical.com  Fri Feb 15 12:33:06 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 15 Feb 2013 12:33:06 -0500
Subject: [rt-users] Missing Predefined Search Portal
In-Reply-To: <5B09091AD62AE8478802740E5A5E10C3472D68@ARCEXCHANGE.arc.local>
References: <5B09091AD62AE8478802740E5A5E10C3472D68@ARCEXCHANGE.arc.local>
Message-ID: <20130215173306.GC1773@jibsheet.com>

On Fri, Feb 15, 2013 at 03:21:29PM +0000, Raymond Corbett wrote:
>    Suddenly this morning on the RT at a Glance page  the My Tickets Portal is missing.
> 
>    In it's place is the text   Predefined search My Tickets not found.
> 
>    If I select the Edit option in the large Available selection list on the far left of the
>    interface I now longer have the selection option  My Tickets
> 
>    All others are there, QuickCreate, Quicksearch, MyAdminQueus  etc.

If you go into the DB and run
select * from Attributes where Name = 'Search - My Tickets';
What do you see?

-kevin
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From falcone at bestpractical.com  Fri Feb 15 12:34:47 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 15 Feb 2013 12:34:47 -0500
Subject: [rt-users] Custom Portals or Panes
In-Reply-To: <5B09091AD62AE8478802740E5A5E10C347364A@ARCEXCHANGE.arc.local>
References: <5B09091AD62AE8478802740E5A5E10C347364A@ARCEXCHANGE.arc.local>
Message-ID: <20130215173447.GD1773@jibsheet.com>

On Fri, Feb 15, 2013 at 05:01:02PM +0000, Raymond Corbett wrote:
>    Can one create custom Portals such as the ones the Gui provides for MyTickets and Unowned
>    Tickets and have them listed in the selection lists where one edits dashboards?
> 
>    General procedure?   Or files to look at to see how these are coded?   I would want them
>    editable, having a edit button in the corner like the My Tickets and Unowned Ticket ones do.

You can save a search and it'll show up there as Saved Search: My Stuff
If you need something that can only be done in perl code, you'll need
to look at the list of things in @HomepageComponents in your config
and then look at the files named there in your
/opt/rt4/share/html/Elements directory.  Copy one, edit it, add it to
@HomepageComponents in RT_SiteCOnfig.pm and it'll show up.  But, that
won't have Edit - the Edit thing is tied to the saved searches.

-kevin

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From sivchand at gmail.com  Sat Feb 16 03:00:54 2013
From: sivchand at gmail.com (Siv Chand Koripella)
Date: Sat, 16 Feb 2013 13:30:54 +0530
Subject: [rt-users] [SOLVED] RT 4.0.5 - Lifecycle - Status Drop Down has
	only current status
Message-ID: <CANjT6knWX8QrMu7fu-xynUpFdT_zZE0FQpSaxBS+2Tw33Yw-qQ@mail.gmail.com>

I had a typo in my configuration.
I mispelled transitions.

Thanks,

Siv Chand Koripella


On Thu, Feb 14, 2013 at 9:09 PM, Siv Chand Koripella <sivchand at gmail.com>wrote:

> Hello List,
>
> I am trying to set a Lifecycle with RT 4.0.5. Well I was able to define
> one with steps from
> http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 .
>
> After doing this I made a queue use the Cycle1 Lifecycle. After doing that
> the Status dropdown in Basics has only value (the current status). Is there
> some thing wrong in my Lifecycle definition? I am not sure!!
>
> Please do let me know if you need any more info.
>
> Lifecycle grabbed from System Configuration
> Lifecycles     {
>           'Cycle1' => {
>                         'rights' => {
>
>         '* -> *' => 'ModifyTicket',
>                                       '* -> deleted' => 'DeleteTicket'
>                                     },
>                         'actions' => [
>                                        'new -> open',
>                                        {
>                                          'label' => 'Open It',
>                                          'update' => 'Respond'
>                                        },
>                                        'new -> resolved',
>                                        {
>                                          'label' => 'Resolve',
>                                          'update' => 'Comment'
>                                        },
>                                        'new -> rejected',
>                                        {
>                                          'label' => 'Reject',
>                                          'update' => 'Respond'
>                                        },
>                                        'new -> deleted',
>                                        {
>                                          'label' => 'Delete'
>                                        },
>                                        'open -> stalled',
>                                        {
>                                          'label' => 'Stall',
>                                          'update' => 'Comment'
>                                        },
>                                        'open -> resolved',
>                                        {
>                                          'label' => 'Resolve',
>                                          'update' => 'Comment'
>                                        },
>                                        'open -> rejected',
>                                        {
>                                          'label' => 'Reject',
>                                          'update' => 'Respond'
>                                        },
>                                        'stalled -> open',
>                                        {
>                                          'label' => 'Open It'
>                                        },
>                                        'resolved -> open',
>                                        {
>                                          'label' => 'Re-open',
>                                          'update' => 'Comment'
>                                        },
>                                        'rejected -> open',
>                                        {
>                                          'label' => 'Re-open',
>                                          'update' => 'Comment'
>                                        },
>                                        'deleted -> open',
>                                        {
>                                          'label' => 'Undelete'
>                                        }
>                                      ],
>                         'transistions' => {
>                                             'Need_More_Info' => [
>                                                                   'open',
>
> 'stalled',
>                                                                   'Fixed',
>
> 'Ready_QA',
>
> 'Ready_Deploy',
>                                                                   'ReOpen',
>
> 'Third_Party',
>
> 'Duplicate',
>
> 'Deferred',
>
> 'Not_Reproducible',
>
> 'Cannot_Fix',
>
> 'resolved',
>
> 'rejected',
>                                                                   'deleted'
>                                                                 ],
>                                             '' => [
>                                                     'new',
>                                                     'open',
>                                                     'resolved'
>                                                   ],
>                                             'Cannot_Fix' => [
>                                                               'open',
>                                                               'stalled',
>                                                               'Fixed',
>                                                               'Ready_QA',
>
> 'Ready_Deploy',
>                                                               'ReOpen',
>
> 'Need_More_Info',
>
> 'Third_Party',
>                                                               'Duplicate',
>                                                               'Deferred',
>
> 'Not_Reproducible',
>                                                               'resolved',
>                                                               'rejected',
>                                                               'deleted'
>                                                             ],
>                                             'rejected' => [
>                                                             'open',
>                                                             'stalled',
>                                                             'Fixed',
>                                                             'Ready_QA',
>                                                             'Ready_Deploy',
>                                                             'ReOpen',
>
> 'Need_More_Info',
>                                                             'Third_Party',
>                                                             'Duplicate',
>                                                             'Deferred',
>
> 'Not_Reproducible',
>                                                             'Cannot_Fix',
>                                                             'resolved',
>                                                             'deleted'
>                                                           ],
>                                             'Deferred' => [
>                                                             'open',
>                                                             'stalled',
>                                                             'Fixed',
>                                                             'Ready_QA',
>                                                             'Ready_Deploy',
>                                                             'ReOpen',
>
> 'Need_More_Info',
>                                                             'Third_Party',
>                                                             'Duplicate',
>
> 'Not_Reproducible',
>                                                             'Cannot_Fix',
>                                                             'resolved',
>                                                             'rejected',
>                                                             'deleted'
>                                                           ],
>                                             'resolved' => [
>                                                             'open',
>                                                             'stalled',
>                                                             'Fixed',
>                                                             'Ready_QA',
>                                                             'Ready_Deploy',
>                                                             'ReOpen',
>
> 'Need_More_Info',
>                                                             'Third_Party',
>                                                             'Duplicate',
>                                                             'Deferred',
>
> 'Not_Reproducible',
>                                                             'Cannot_Fix',
>                                                             'rejected',
>                                                             'deleted'
>                                                           ],
>                                             'deleted' => [
>                                                            'open',
>                                                            'stalled',
>                                                            'Fixed',
>                                                            'Ready_QA',
>                                                            'Ready_Deploy',
>                                                            'ReOpen',
>
> 'Need_More_Info',
>                                                            'Third_Party',
>                                                            'Duplicate',
>                                                            'Deferred',
>
> 'Not_Reproducible',
>                                                            'Cannot_Fix',
>                                                            'resolved',
>                                                            'rejected'
>                                                          ],
>                                             'Not_Reproducible' => [
>                                                                     'open',
>
> 'stalled',
>
> 'Fixed',
>
> 'Ready_QA',
>
> 'Ready_Deploy',
>
> 'ReOpen',
>
> 'Need_More_Info',
>
> 'Third_Party',
>
> 'Duplicate',
>
> 'Deferred',
>
> 'Cannot_Fix',
>
> 'resolved',
>
> 'rejected',
>
> 'deleted'
>                                                                   ],
>                                             'open' => [
>                                                         'stalled',
>                                                         'Fixed',
>                                                         'Ready_QA',
>                                                         'Ready_Deploy',
>                                                         'ReOpen',
>                                                         'Need_More_Info',
>                                                         'Third_Party',
>                                                         'Duplicate',
>                                                         'Deferred',
>                                                         'Not_Reproducible',
>                                                         'Cannot_Fix',
>                                                         'resolved',
>                                                         'rejected',
>                                                         'deleted'
>                                                       ],
>                                             'stalled' => [
>                                                            'open',
>                                                            'Fixed',
>                                                            'Ready_QA',
>                                                            'Ready_Deploy',
>                                                            'ReOpen',
>
> 'Need_More_Info',
>                                                            'Third_Party',
>                                                            'Duplicate',
>                                                            'Deferred',
>
> 'Not_Reproducible',
>                                                            'Cannot_Fix',
>                                                            'resolved',
>                                                            'rejected',
>                                                            'deleted'
>                                                          ],
>                                             'Ready_Deploy' => [
>                                                                 'open',
>                                                                 'stalled',
>                                                                 'Fixed',
>                                                                 'Ready_QA',
>                                                                 'ReOpen',
>
> 'Need_More_Info',
>
> 'Third_Party',
>
> 'Duplicate',
>                                                                 'Deferred',
>
> 'Not_Reproducible',
>
> 'Cannot_Fix',
>                                                                 'resolved',
>                                                                 'rejected',
>                                                                 'deleted'
>                                                               ],
>                                             'Fixed' => [
>                                                          'open',
>                                                          'stalled',
>                                                          'Ready_QA',
>                                                          'Ready_Deploy',
>                                                          'ReOpen',
>                                                          'Need_More_Info',
>                                                          'Third_Party',
>                                                          'Duplicate',
>                                                          'Deferred',
>
> 'Not_Reproducible',
>                                                          'Cannot_Fix',
>                                                          'resolved',
>                                                          'rejected',
>                                                          'deleted'
>                                                        ],
>                                             'ReOpen' => [
>                                                           'open',
>                                                           'stalled',
>                                                           'Fixed',
>                                                           'Ready_QA',
>                                                           'Ready_Deploy',
>                                                           'Need_More_Info',
>                                                           'Third_Party',
>                                                           'Duplicate',
>                                                           'Deferred',
>
> 'Not_Reproducible',
>                                                           'Cannot_Fix',
>                                                           'resolved',
>                                                           'rejected',
>                                                           'deleted'
>                                                         ],
>                                             'Duplicate' => [
>                                                              'open',
>                                                              'stalled',
>                                                              'Fixed',
>                                                              'Ready_QA',
>
> 'Ready_Deploy',
>                                                              'ReOpen',
>
> 'Need_More_Info',
>                                                              'Third_Party',
>                                                              'Deferred',
>
> 'Not_Reproducible',
>                                                              'Cannot_Fix',
>                                                              'resolved',
>                                                              'rejected',
>                                                              'deleted'
>                                                            ],
>                                             'new' => [
>                                                        'open',
>                                                        'stalled',
>                                                        'Fixed',
>                                                        'Ready_QA',
>                                                        'Ready_Deploy',
>                                                        'ReOpen',
>                                                        'Need_More_Info',
>                                                        'Third_Party',
>                                                        'Duplicate',
>                                                        'Deferred',
>                                                        'Not_Reproducible',
>                                                        'Cannot_Fix',
>                                                        'resolved',
>                                                        'rejected',
>                                                        'deleted'
>                                                      ],
>                                             'Third_Party' => [
>                                                                'open',
>                                                                'stalled',
>                                                                'Fixed',
>                                                                'Ready_QA',
>
> 'Ready_Deploy',
>                                                                'ReOpen',
>
> 'Need_More_Info',
>
> 'Third_Party',
>                                                                'Duplicate',
>                                                                'Deferred',
>
> 'Not_Reproducible',
>
> 'Cannot_Fix',
>                                                                'resolved',
>                                                                'rejected',
>                                                                'deleted'
>                                                              ],
>                                             'Ready_QA' => [
>                                                             'open',
>                                                             'stalled',
>                                                             'Fixed',
>                                                             'Ready_Deploy',
>                                                             'ReOpen',
>
> 'Need_More_Info',
>                                                             'Third_Party',
>                                                             'Duplicate',
>                                                             'Deferred',
>
> 'Not_Reproducible',
>                                                             'Cannot_Fix',
>                                                             'resolved',
>                                                             'rejected',
>                                                             'deleted'
>                                                           ]
>                                           },
>                         'inactive' => [
>                                         'resolved',
>                                         'rejected',
>                                         'deleted'
>                                       ],
>                         'defaults' => {
>                                         'on_merge' => 'resolved',
>                                         'approved' => 'open',
>                                         'on_create' => 'new',
>                                         'denied' => 'rejected'
>                                       },
>                         'active' => [
>                                       'open',
>                                       'stalled',
>                                       'Fixed',
>                                       'Ready_QA',
>                                       'Ready_Deploy',
>                                       'ReOpen',
>                                       'Need_More_Info',
>                                       'Third_Party',
>                                       'Duplicate',
>                                       'Deferred',
>                                       'Not_Reproducible',
>                                       'Cannot_Fix'
>                                     ],
>                         'initial' => [
>                                        'new'
>                                      ]
>                       },
>           'approvals' => {
>                            'rights' => {
>                                          '* -> rejected' => 'ModifyTicket',
>                                          '* -> *' => 'ModifyTicket',
>                                          '* -> deleted' => 'DeleteTicket'
>                                        },
>                            'actions' => [
>                                           'new -> open',
>                                           {
>                                             'label' => 'Open It',
>                                             'update' => 'Respond'
>                                           },
>                                           'new -> resolved',
>                                           {
>                                             'label' => 'Resolve',
>                                             'update' => 'Comment'
>                                           },
>                                           'new -> rejected',
>                                           {
>                                             'label' => 'Reject',
>                                             'update' => 'Respond'
>                                           },
>                                           'new -> deleted',
>                                           {
>                                             'label' => 'Delete'
>                                           },
>                                           'open -> stalled',
>                                           {
>                                             'label' => 'Stall',
>                                             'update' => 'Comment'
>                                           },
>                                           'open -> resolved',
>                                           {
>                                             'label' => 'Resolve',
>                                             'update' => 'Comment'
>                                           },
>                                           'open -> rejected',
>                                           {
>                                             'label' => 'Reject',
>                                             'update' => 'Respond'
>                                           },
>                                           'stalled -> open',
>                                           {
>                                             'label' => 'Open It'
>                                           },
>                                           'resolved -> open',
>                                           {
>                                             'label' => 'Re-open',
>                                             'update' => 'Comment'
>                                           },
>                                           'rejected -> open',
>                                           {
>                                             'label' => 'Re-open',
>                                             'update' => 'Comment'
>                                           },
>                                           'deleted -> open',
>                                           {
>                                             'label' => 'Undelete'
>                                           }
>                                         ],
>                            'inactive' => [
>                                            'resolved',
>                                            'rejected',
>                                            'deleted'
>                                          ],
>                            'defaults' => {
>                                            'on_merge' => 'resolved',
>                                            'on_create' => 'new'
>                                          },
>                            'active' => [
>                                          'open',
>                                          'stalled'
>                                        ],
>                            'initial' => [
>                                           'new'
>                                         ],
>                            'transitions' => {
>                                               'stalled' => [
>                                                              'new',
>                                                              'open',
>                                                              'rejected',
>                                                              'resolved',
>                                                              'deleted'
>                                                            ],
>                                               'open' => [
>                                                           'new',
>                                                           'stalled',
>                                                           'resolved',
>                                                           'rejected',
>                                                           'deleted'
>                                                         ],
>                                               '' => [
>                                                       'new',
>                                                       'open',
>                                                       'resolved'
>                                                     ],
>                                               'rejected' => [
>                                                               'new',
>                                                               'open',
>                                                               'stalled',
>                                                               'resolved',
>                                                               'deleted'
>                                                             ],
>                                               'resolved' => [
>                                                               'new',
>                                                               'open',
>                                                               'stalled',
>                                                               'rejected',
>                                                               'deleted'
>                                                             ],
>                                               'deleted' => [
>                                                              'new',
>                                                              'open',
>                                                              'stalled',
>                                                              'rejected',
>                                                              'resolved'
>                                                            ],
>                                               'new' => [
>                                                          'open',
>                                                          'stalled',
>                                                          'resolved',
>                                                          'rejected',
>                                                          'deleted'
>                                                        ]
>                                             }
>                          },
>           'default' => {
>                          'rights' => {
>                                        '* -> *' => 'ModifyTicket',
>                                        '* -> deleted' => 'DeleteTicket'
>                                      },
>                          'actions' => [
>                                         'new -> open',
>                                         {
>                                           'label' => 'Open It',
>                                           'update' => 'Respond'
>                                         },
>                                         'new -> resolved',
>                                         {
>                                           'label' => 'Resolve',
>                                           'update' => 'Comment'
>                                         },
>                                         'new -> rejected',
>                                         {
>                                           'label' => 'Reject',
>                                           'update' => 'Respond'
>                                         },
>                                         'new -> deleted',
>                                         {
>                                           'label' => 'Delete'
>                                         },
>                                         'open -> stalled',
>                                         {
>                                           'label' => 'Stall',
>                                           'update' => 'Comment'
>                                         },
>                                         'open -> resolved',
>                                         {
>                                           'label' => 'Resolve',
>                                           'update' => 'Comment'
>                                         },
>                                         'open -> rejected',
>                                         {
>                                           'label' => 'Reject',
>                                           'update' => 'Respond'
>                                         },
>                                         'stalled -> open',
>                                         {
>                                           'label' => 'Open It'
>                                         },
>                                         'resolved -> open',
>                                         {
>                                           'label' => 'Re-open',
>                                           'update' => 'Comment'
>                                         },
>                                         'rejected -> open',
>                                         {
>                                           'label' => 'Re-open',
>                                           'update' => 'Comment'
>                                         },
>                                         'deleted -> open',
>                                         {
>                                           'label' => 'Undelete'
>                                         }
>                                       ],
>                          'inactive' => [
>                                          'resolved',
>                                          'rejected',
>                                          'deleted'
>                                        ],
>                          'defaults' => {
>                                          'on_merge' => 'resolved',
>                                          'approved' => 'open',
>                                          'on_create' => 'new',
>                                          'denied' => 'rejected'
>                                        },
>                          'active' => [
>                                        'open',
>                                        'stalled'
>                                      ],
>                          'initial' => [
>                                         'new'
>                                       ],
>                          'transitions' => {
>                                             'stalled' => [
>                                                            'new',
>                                                            'open',
>                                                            'rejected',
>                                                            'resolved',
>                                                            'deleted'
>                                                          ],
>                                             'open' => [
>                                                         'new',
>                                                         'stalled',
>                                                         'resolved',
>                                                         'rejected',
>                                                         'deleted'
>                                                       ],
>                                             '' => [
>                                                     'new',
>                                                     'open',
>                                                     'resolved'
>                                                   ],
>                                             'rejected' => [
>                                                             'new',
>                                                             'open',
>                                                             'stalled',
>                                                             'resolved',
>                                                             'deleted'
>                                                           ],
>                                             'resolved' => [
>                                                             'new',
>                                                             'open',
>                                                             'stalled',
>                                                             'rejected',
>                                                             'deleted'
>                                                           ],
>                                             'deleted' => [
>                                                            'new',
>                                                            'open',
>                                                            'stalled',
>                                                            'rejected',
>                                                            'resolved'
>                                                          ],
>                                             'new' => [
>                                                        'open',
>                                                        'stalled',
>                                                        'resolved',
>                                                        'rejected',
>                                                        'deleted'
>                                                      ]
>                                           }
>                        }
>         }
>
> Thanks,
>
> --
> Siv Chand Koripella
>



-- 
Siv Chand Koripella,
Mobile : +91 889 730 7334
Google Voice : +1 408 365 4603
Home : +1 408 940 3011

Chat Google Talk: sivchand Skype: sivchand MSN:
sivchand_koripella at hotmail.com Y! messenger: k_sivchand
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From kenn.crocker at gmail.com  Sat Feb 16 14:30:59 2013
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Sat, 16 Feb 2013 11:30:59 -0800
Subject: [rt-users] Update DueDate on CF modification
In-Reply-To: <930F3731A784414087B33E439A555634EE08CA@s-wor-e-001.SCOUTSOFFICE.local>
References: <930F3731A784414087B33E439A555634EE08CA@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <CAOtpkagLpSsDeARv0TBO4On4rFCVQr+O7u8H4V85+ruDsbCy0Q@mail.gmail.com>

Alex,

You need your condition to be user-defined,  something like this:

# Scrip name:  WorkFlow on Next Action

# Condition: User Defined

# Action:      User Defined

# Template:  Global template: Blank

# Stage:        TransactionBatch

#----------------------------------------------------------------------------

# Custom condition:

#----------------------------------------------------------------------------

# Set up initial values



my $trans = $self->TransactionObj;

my $ticket = $self->TicketObj;



# check for CF "Next Action" is 'Post Construction', get out if not



return ($trans->Type eq "CustomField" &&

            $trans->Field eq "50" &&

            $trans->NewValue eq "Post Construction");



return 0;


This allows you to check a specific CF for a specific value.


Kenn

On Fri, Feb 15, 2013 at 4:24 AM, Alex Young <AlexYoung at housingpartners.co.uk
> wrote:

> Hi. I'm using RT 4.0.5. I am trying to update the DueDate field with the
> contents of a custom field with the datetime content. IT works fine on
> creation of the ticket if I set the condition to "On Transaction" or "On
> Create" but it doesn't update the DueDate field if the CF is modified
> later. Any ideas how I can update DueDate when the CF is modified?
>
> My scrip is:
> Condition: On Transaction
> Action: User defined
> Template: Global template: Blank
> Stage: TransactionCreate (Also tried TransactionBatch)
> Custom Condition:
> return 1;
> Custom action prep code:
> return 1;
> Custom action cleanup code:
> ## Turns into yyyy-mm-dd format for date conversion by RT::Date
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
> my $cf_date = $ticket->FirstCustomFieldValue('Deployment DateTime');
>
> my $duedate = RT::Date->new($RT::SystemUser);
> $duedate->Set(Format=>'unknown', Value=>$cf_date);
>
> $ticket->SetDue($duedate->ISO);
>
> Thanks.
>
>
> --
> RT training in Amsterdam, March 20-21:
> http://bestpractical.com/services/training.html
>
> Help improve RT by taking our user survey:
> https://www.surveymonkey.com/s/N23JW9T
>
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From henry.cavillones at gmail.com  Sat Feb 16 17:17:53 2013
From: henry.cavillones at gmail.com (Henry Cavillones)
Date: Sat, 16 Feb 2013 17:17:53 -0500
Subject: [rt-users] unsubscribe
Message-ID: <CACBQ6KcN0nPn+FVABkeUEhWBfjy7AgEM=TRoNUKGOv6Pyfe=eA@mail.gmail.com>

On Saturday, February 16, 2013, Kenneth Crocker wrote:

> Alex,
>
> You need your condition to be user-defined,  something like this:
>
> # Scrip name:  WorkFlow on Next Action
>
> # Condition: User Defined
>
> # Action:      User Defined
>
> # Template:  Global template: Blank
>
> # Stage:        TransactionBatch
>
>
> #----------------------------------------------------------------------------
>
> # Custom condition:
>
>
> #----------------------------------------------------------------------------
>
> # Set up initial values
>
>
>
> my $trans = $self->TransactionObj;
>
> my $ticket = $self->TicketObj;
>
>
>
> # check for CF "Next Action" is 'Post Construction', get out if not
>
>
>
> return ($trans->Type eq "CustomField" &&
>
>             $trans->Field eq "50" &&
>
>             $trans->NewValue eq "Post Construction");
>
>
>
> return 0;
>
>
> This allows you to check a specific CF for a specific value.
>
>
> Kenn
>
> On Fri, Feb 15, 2013 at 4:24 AM, Alex Young <
> AlexYoung at housingpartners.co.uk <javascript:_e({}, 'cvml',
> 'AlexYoung at housingpartners.co.uk');>> wrote:
>
>> Hi. I'm using RT 4.0.5. I am trying to update the DueDate field with the
>> contents of a custom field with the datetime content. IT works fine on
>> creation of the ticket if I set the condition to "On Transaction" or "On
>> Create" but it doesn't update the DueDate field if the CF is modified
>> later. Any ideas how I can update DueDate when the CF is modified?
>>
>> My scrip is:
>> Condition: On Transaction
>> Action: User defined
>> Template: Global template: Blank
>> Stage: TransactionCreate (Also tried TransactionBatch)
>> Custom Condition:
>> return 1;
>> Custom action prep code:
>> return 1;
>> Custom action cleanup code:
>> ## Turns into yyyy-mm-dd format for date conversion by RT::Date
>> my $trans = $self->TransactionObj;
>> my $ticket = $self->TicketObj;
>> my $cf_date = $ticket->FirstCustomFieldValue('Deployment DateTime');
>>
>> my $duedate = RT::Date->new($RT::SystemUser);
>> $duedate->Set(Format=>'unknown', Value=>$cf_date);
>>
>> $ticket->SetDue($duedate->ISO);
>>
>> Thanks.
>>
>>
>> --
>> RT training in Amsterdam, March 20-21:
>> http://bestpractical.com/services/training.html
>>
>> Help improve RT by taking our user survey:
>> https://www.surveymonkey.com/s/N23JW9T
>>
>
>

-- 
Sent from Gmail Mobile
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From ruz at bestpractical.com  Sun Feb 17 04:50:52 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sun, 17 Feb 2013 13:50:52 +0400
Subject: [rt-users] Suppressing dashboard subscriptions if they contain
	no tickets?
In-Reply-To: <1360708200325-52704.post@n7.nabble.com>
References: <1360708200325-52704.post@n7.nabble.com>
Message-ID: <CAMOxC8sN+HxO6ynDJnCUGGwUYPo-kZvWikbJf49f2UzYT3Ge8g@mail.gmail.com>

On Wed, Feb 13, 2013 at 2:30 AM, dfossum <dan.fossum at gmail.com> wrote:
> Is there a way to control whether a dashboard subscription sends an email
> depending on whether or not the associated query returns results?
>
> We'd like our support team to receive a scheduled report of all new tickets
> opened in a given time period and would like this dashboard sent regardless
> of whether or not new tickets were opened. We'd like others outside the
> support team to be notified only when new tickets are created, but not
> bother them with an email containing no tickets.
>
> Is there a way to do what we're looking for?

As far as I recall we don't have "don't email "empty" dashboard"
option and it would be tricky to implement general enough to include
into RT core, but a custom hack can be quite simple.

> Thanks.
> Dan.
>
>
>
> --
> View this message in context: http://requesttracker.8502.n7.nabble.com/Suppressing-dashboard-subscriptions-if-they-contain-no-tickets-tp52704.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
> --
> RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html
>
> Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T



-- 
Best regards, Ruslan.


From mworia.martin at gmail.com  Sun Feb 17 23:45:13 2013
From: mworia.martin at gmail.com (Martin)
Date: Mon, 18 Feb 2013 04:45:13 +0000 (UTC)
Subject: [rt-users] RT 3.8.9 Installation
References: <014b01cbea6a$dfa4bee0$9eee3ca0$@ghs.com>
	<20110324220628.GS515@jibsheet.com>
	<01a701cbea71$9655f1d0$c301d570$@ghs.com>
	<loom.20130214T091344-451@post.gmane.org>
	<20130214152600.GV1773@jibsheet.com>
	<loom.20130215T103900-588@post.gmane.org>
	<20130215140541.GB1773@jibsheet.com>
Message-ID: <loom.20130218T025118-446@post.gmane.org>

Kevin Falcone <falcone <at> bestpractical.com> writes:

> 
> On Fri, Feb 15, 2013 at 09:42:37AM +0000, Martin wrote:
> > 
> > But later when editing my /etc/apache2/sites-available/rt4
> > 
> > as below
> > 
> > FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300
> > 
> >     <VirtualHost rt4.example.com>
> >         ### Optional apache logs for RT
> >         # Ensure that your log rotation scripts know about these files
> >         # ErrorLog /opt/rt4/var/log/apache2.error
> >         # TransferLog /opt/rt4/var/log/apache2.access
> >         # LogLevel debug
> > 
> >         AddDefaultCharset UTF-8
> > 
> >         Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/
> >         ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/
> > 
> >         DocumentRoot "/opt/rt4/share/html"
> >         <Location />
> >             Order allow,deny
> >             Allow from all
> > 
> >             Options +ExecCGI
> >             AddHandler fastcgi-script fcgi
> >         </Location>
> >     </VirtualHost>
> > > 
> > 
> > i cannot get my browser to open the rt default page.
> > 
> 
> You've not provided any apache error logs or errors from your browser.
> Without that, we can't possibly guess the problem.
> You've also left rt4.example.com as the virtualhost name, is that
> correct for your environment?
> 
> -kevin
> 
> 
> Hi Kevin

No rt4.example.com is not what i used i actually created  /etc/apache2/sites-
available/rt4  with that code with the  <VirtualHost *:80>

i enabled it and disabled default.

While trying to solve the problem i ran into you on another on of your threads

http://comments.gmane.org/gmane.comp.bug-tracking.request-tracker.user/67817

which helped me alot. i will proceed there to contribute my findings


Here is the error log

[Fri Feb 15 18:48:12 2013] [error] [client 202.188.59.1] failed to resolve 
handler `Plack::Handler::Apache2': Can't locate Plack/Handler/Apache2.pm in @INC 
(@INC contains: /etc/perl /usr/local/lib/perl/5.14.2 
/usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 
/usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) at (eval 2) line 
2.\n






From mworia.martin at gmail.com  Sun Feb 17 23:55:25 2013
From: mworia.martin at gmail.com (Martin)
Date: Mon, 18 Feb 2013 04:55:25 +0000 (UTC)
Subject: [rt-users] RT on Ubuntu 12
References: <8CF1D2E37AFC273-2B00-20EC4@webmail-d130.sysops.aol.com>
	<4FE23015.3060207@pacbell.net> <20120620204129.GH1070@jibsheet.com>
	<4FE24C81.5070103@pacbell.net>
	<8CF1DD3C32B2493-2A10-1803@webmail-d130.sysops.aol.com>
	<CAJCD8L86cUq1OjpcbZTJgNAV8CjkJHN0gun2xrV82AHjODGeiA@mail.gmail.com>
	<8CF1DDA499921AA-2A10-1DE9@webmail-d130.sysops.aol.com>
	<CAJCD8L@mail.gmail.com>
Message-ID: <loom.20130218T054630-949@post.gmane.org>

Paul Tomblin <ptomblin <at> xcski.com> writes:

> 
> On Thu, Jun 21, 2012 at 11:33 AM, Borngunners <borngunners <at> aol.com> 
wrote:
> > Can't locate JSON.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib
> > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/sbin/../lib
> > /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2
> > /usr/lib/perl5 /us
> 
> If you're missing JSON.pm, then you never ran "make testdeps" and
> "make fixdeps" when you installed.
> 
> Go back and install it properly, following *all* the instructions.
> 


Hi paul

Just wanted to share that i recieved the same error

[Fri Feb 15 18:48:12 2013] [error] [client 202.188.59.1] failed to resolve 
handler `Plack::Handler::Apache2': Can't locate Plack/Handler/Apache2.pm in @INC 
(@INC contains: /etc/perl /usr/local/lib/perl/5.14.2 
/usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 
/usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) at (eval 2) line 
2.\n

So i did

apt-get install libplack-perl

next i also encountered the error Can't locate JSON.pm

guys you should know prior to this i ran make testdeps and all dependencies were 
found

There were other modules missing every time i restarted the apache and i 
installed them before it finally worked


apt-get install libtext-password-pronounceable-perl
apt-get install libjson-perl
apt-get install libregexp-ipv6-perl
apt-get install libregexp-common-net-cidr-perl
apt-get install libdevel-globaldestruction-perl
apt-get install libhtml-mason-psgihandler-perl
apt-get install libcgi-emulate-psgi-perl

Now the problem is i cant login using root and password from the web interface

Some one please give me suggestions.
thanks





From or at schlachtfest.de  Mon Feb 18 10:04:20 2013
From: or at schlachtfest.de (Oli)
Date: Mon, 18 Feb 2013 16:04:20 +0100
Subject: [rt-users] "time left" field
Message-ID: <20130218150420.GL5078@core02.sylphen.com>

Hi,

i have a question regarding the "time left" field. Is it possible to 
configure that this field will automatically updated by the "time 
worked" field? So when an technician post his work and enters the time 
for it, that this will automatically decrease the "time left" value. 
In short time left = time left - time worked.

We are using rt 3.8.1 on a debian. If there is need for more information 
i try to gather and post it. 

Maby someone has a hint!

Thanks in advance!

Regards Oliver



From RichardEibrand at RCPI.IE  Mon Feb 18 10:30:15 2013
From: RichardEibrand at RCPI.IE (Richard Eibrand)
Date: Mon, 18 Feb 2013 15:30:15 +0000
Subject: [rt-users] Time to close a ticket?
Message-ID: <D10FDCB33FAF6049B117BE13FEC910D302C0B5D2A6@Exchange2k8.RCPI.IE>

Hi folks,

I've been trying to create a report that I currently generate manually. One to the requirements of this report is to calculate the average time to close a ticket.
I export the spreadsheet for the time range I am interested in, and then subtract the created date from the resolved date. This gives me a range of numbers from which I can work out the average time to close out a ticket.

My question is: Can I do something similar directly within RT?

TimeWorked will not work unfortunately, as this is currently not being filled in.

Thanks in advance for any pointers.

R

_________________________________________

Richard Eibrand  |  Support and Operations Manager
Royal College of Physicians of Ireland

Direct Line 01 863 9737 | Email richardeibrand at rcpi.ie<mailto:you at rcpi.ie>

Frederick House | 19 South Frederick Street | Dublin 2 | Ireland

[cid:image001.jpg at 01CE0DE4.19ECD8A0]<http://www.rcpi.ie/pages/home.aspx>    [cid:image002.jpg at 01CE0DE4.19ECD8A0] <http://www.facebook.com/RoyalCollegePhysiciansIreland>    [cid:image003.jpg at 01CE0DE4.19ECD8A0] <https://twitter.com/#!/RCPI_news>

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From jbuell at countrysampler.com  Mon Feb 18 16:25:15 2013
From: jbuell at countrysampler.com (John Buell)
Date: Mon, 18 Feb 2013 21:25:15 +0000
Subject: [rt-users] Could someone help a newb evaluating RT with email setup?
Message-ID: <F29439DECCB52B42A0D6B9071C68A5B90FBA0AF9@CSMAGEX1.us.ecc.ads>

I've got most of a skeletal set up done, I think. I'm using an old HP server box with Ubuntu 12.04 installed. Rather than running the rt in the Ubuntu software repository though, I went ahead and downloaded 4.0.10 myself and installed it and all of the perl modules. I'm only intending the web server portion to be available within our local network (so I haven't enabled SSL), though I did go ahead and make a dns entry for rt.countrysampler.com so that it resolves to the correct internal IP address.

Web configuration went ok, MySQL configuration went ok (I've used MySQL before as the backend for another vendor's ticket system), I just can't for the life of me figure out how to get RT to talk to our Exchange 2010 server. I've got the root user enabled (for the moment), myself set up within RT as a privileged user, and all of my employees (38) entered. I have 14 departments set up, so that I can track who has the most problems. I've added eight ticket queues (hardware, software, phones, etc) and have been setting up the appropriate permissions so that people can sign in and create tickets. As the lone privileged user, I'm the only one that can close/modify the tickets once entered. So far so good.

We have an Exchange 2010 server running on a virtual machine (Hyper-V) that would be able to listen for and respond to email. I've gone through some documentation I've found online, but most everything seems to be for older versions of Exchange. I've created a dedicated user account to be the sender/reply-to for all messages generated through RT (stcadmin at countrysampler.com), but where on Earth do I set it up so that RT and Exchange are talking?

I realize these sorts of things must have been asked a million times before, and for that I apologize, but if I could find a couple quick config files or something, I wouldn't harass you folks. :)

Thanks in advance,
John Buell
Systems Administrator
Country Sampler LLC
707 Kautz Road
St. Charles, IL 60174
(630) 762-7806 




From aaron at guise.net.nz  Mon Feb 18 18:41:49 2013
From: aaron at guise.net.nz (Aaron Guise)
Date: Tue, 19 Feb 2013 12:41:49 +1300
Subject: [rt-users]
 =?utf-8?q?Could_someone_help_a_newb_evaluating_RT_with?=
 =?utf-8?q?_email_setup=3F?=
In-Reply-To: <F29439DECCB52B42A0D6B9071C68A5B90FBA0AF9@CSMAGEX1.us.ecc.ads>
References: <F29439DECCB52B42A0D6B9071C68A5B90FBA0AF9@CSMAGEX1.us.ecc.ads>
Message-ID: <16574998f6523d373aee8ef5d3395eda@guise.net.nz>

 

Hi John, 

This is how I set it up for our evaluation system. 

1)
Setup a new Send Connector so exchange knows the address of your RT
Server 

2) Setup an email contact (Called RT in our case) is pointed at
rt2 at welrt.welnet.co.nz which is an email alias existing on our RT server
(welrt.welnet.co.nz) pointed at the rt-mailgate. 
-- 

REGARDS,

AARON
GUISE

 aaron at guise.net.nz

On 2013-02-19 10:25, John Buell wrote: 

>
I've got most of a skeletal set up done, I think. I'm using an old HP
server box with Ubuntu 12.04 installed. Rather than running the rt in
the Ubuntu software repository though, I went ahead and downloaded
4.0.10 myself and installed it and all of the perl modules. I'm only
intending the web server portion to be available within our local
network (so I haven't enabled SSL), though I did go ahead and make a dns
entry for rt.countrysampler.com so that it resolves to the correct
internal IP address.
> 
> Web configuration went ok, MySQL configuration
went ok (I've used MySQL before as the backend for another vendor's
ticket system), I just can't for the life of me figure out how to get RT
to talk to our Exchange 2010 server. I've got the root user enabled (for
the moment), myself set up within RT as a privileged user, and all of my
employees (38) entered. I have 14 departments set up, so that I can
track who has the most problems. I've added eight ticket queues
(hardware, software, phones, etc) and have been setting up the
appropriate permissions so that people can sign in and create tickets.
As the lone privileged user, I'm the only one that can close/modify the
tickets once entered. So far so good.
> 
> We have an Exchange 2010
server running on a virtual machine (Hyper-V) that would be able to
listen for and respond to email. I've gone through some documentation
I've found online, but most everything seems to be for older versions of
Exchange. I've created a dedicated user account to be the
sender/reply-to for all messages generated through RT
(stcadmin at countrysampler.com), but where on Earth do I set it up so that
RT and Exchange are talking?
> 
> I realize these sorts of things must
have been asked a million times before, and for that I apologize, but if
I could find a couple quick config files or something, I wouldn't harass
you folks. :)
> 
> Thanks in advance,
> John Buell
> Systems
Administrator
> Country Sampler LLC
> 707 Kautz Road
> St. Charles, IL
60174
> (630) 762-7806
 
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From aaron at guise.net.nz  Mon Feb 18 22:04:37 2013
From: aaron at guise.net.nz (Aaron Guise)
Date: Tue, 19 Feb 2013 16:04:37 +1300
Subject: [rt-users]
 =?utf-8?q?Could_someone_help_a_newb_evaluating_RT_with?=
 =?utf-8?q?_email_setup=3F?=
In-Reply-To: <F29439DECCB52B42A0D6B9071C68A5B90FBA0AF9@CSMAGEX1.us.ecc.ads>
References: <F29439DECCB52B42A0D6B9071C68A5B90FBA0AF9@CSMAGEX1.us.ecc.ads>
Message-ID: <d962642a4b90ca22a93a9cd953f8cbfd@guise.net.nz>

 

I have put some further detail on the Request Tracker wiki @
http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT
[1] 

---

REGARDS,

AARON GUISE

 aaron at guise.net.nz

On 2013-02-19
10:25, John Buell wrote: 

> I've got most of a skeletal set up done, I
think. I'm using an old HP server box with Ubuntu 12.04 installed.
Rather than running the rt in the Ubuntu software repository though, I
went ahead and downloaded 4.0.10 myself and installed it and all of the
perl modules. I'm only intending the web server portion to be available
within our local network (so I haven't enabled SSL), though I did go
ahead and make a dns entry for rt.countrysampler.com so that it resolves
to the correct internal IP address.
> 
> Web configuration went ok,
MySQL configuration went ok (I've used MySQL before as the backend for
another vendor's ticket system), I just can't for the life of me figure
out how to get RT to talk to our Exchange 2010 server. I've got the root
user enabled (for the moment), myself set up within RT as a privileged
user, and all of my employees (38) entered. I have 14 departments set
up, so that I can track who has the most problems. I've added eight
ticket queues (hardware, software, phones, etc) and have been setting up
the appropriate permissions so that people can sign in and create
tickets. As the lone privileged user, I'm the only one that can
close/modify the tickets once entered. So far so good.
> 
> We have an
Exchange 2010 server running on a virtual machine (Hyper-V) that would
be able to listen for and respond to email. I've gone through some
documentation I've found online, but most everything seems to be for
older versions of Exchange. I've created a dedicated user account to be
the sender/reply-to for all messages generated through RT
(stcadmin at countrysampler.com), but where on Earth do I set it up so that
RT and Exchange are talking?
> 
> I realize these sorts of things must
have been asked a million times before, and for that I apologize, but if
I could find a couple quick config files or something, I wouldn't harass
you folks. :)
> 
> Thanks in advance,
> John Buell
> Systems
Administrator
> Country Sampler LLC
> 707 Kautz Road
> St. Charles, IL
60174
> (630) 762-7806
 

Links:
------
[1]
http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT
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From craig at 2ndquadrant.com  Mon Feb 18 23:37:42 2013
From: craig at 2ndquadrant.com (Craig Ringer)
Date: Tue, 19 Feb 2013 12:37:42 +0800
Subject: [rt-users] Getting relative time in a template,
 configuring SLA and SLA alerting [SOLVED]
Message-ID: <51230196.8070306@2ndquadrant.com>

Hi all

I found it surprisingly hard to convert ticket dates like Ticket->Due
into relative friendly dates and times in templates as part of my work
on proper SLA monitoring and alerting in RT. Having found the answer, I
though I'd post it here for anyone else searching for information on the
problem.

What I did is add a block to the very start of my alert email template
that defines a package variable, say $tdiff, with the time difference.
The time difference is obtained by constructing an RT::Date with the
system user, setting the date, and using RT::Date::AgeAsString() . (For
some reason RT::Date::DiffAsString always produced an undef result). The
variable can then be referenced anywhere else in the template with {our
$tdiff;} . Tickets are defined as storing the Due date in ISO format in
GMT, so those parameters should be specified to RT::Date.

Example:

--- BEGIN TEMPLATE ---
{
  my $d = RT::Date->new(RT::SystemUser);
  $d->Set(Format=>'ISO', Value=>$Ticket->Due, Timezone=>"GMT");
  our $tdiff = $d->AgeAsString();
  '';
}Subject: SLA Warning: Due in {our $tdiff}

Action is required on this ticket within {our $tdiff} in order to remain
within SLA service levels.
--- END TEMPLATE ---

Since RT::Date::AgeAsString() appends "ago" automatically for negative
dates, it's also reasonable to write something like:

Subject: SLA Failure: Due ${our $tdiff}, critical action required

I've added this here:

http://requesttracker.wikia.com/wiki/TemplateSnippets#Dates

... but it strikes me that this should really be a helper function in
RT::Date so you don't have to create and set and instance just to call
one method and discard it. OTOH, perhaps my Perl-ignorance is biting me,
and there is a simple and easy way to do it.


Note that the template doesn't do anything by its self. To actually get
SLA alerting working, I landed up:

* Installing RT::Extension::SLA, including the DB setup step to add the CF
* Configuring RT::Extension:SLA as per the docs to describe my SLAs and
the working hours of the various teams.
* Reloading RT to get the SLA module activated
* Following the rt-crontool docs to create a local user for scheduled
actions
* Defining the following job as /etc/cron.d/requesttracker4-sla:

*/5 * *   *   *   requesttracker4   rt-crontool --search
RT::Search::FromSQL --search-arg "(Status='new' OR Status='open') AND
FinalPriority > 0 AND Due >  'Jan 1, 1970'"  --action
RT::Action::EscalatePriority

to, every five minutes, run RT::Action::EscalatePriority on open tickets
with due dates and final priorities set. The connection to
RT::Extension::SLA here is that RT::Extension::SLA auto-sets the due
date based on the SLA when the ticket is created or changed. This
crontool job isn't actually running any SLA code directly, but it's
using information provided by SLA.

I also want email SLA warnings to go out. This is what the template
described at the start of this mail is for. I create that template as
(say) "SLA Due" in the global templates. Then I add another cron job
that runs something like this:

*/5 * *   *   *   requesttracker4   rt-crontool --verbose  --transaction
last --search RT::Search::FromSQL --search-arg "Due < '30 minutes'"
--action RT::Action::RecordComment --template 'SLA Due'

Again, you don't see any SLA specific code run here because it's using
the Due time set by the SLA module whenever the ticket changes. This
command will add a private (assuming your permissions are set
appropriately) comment on the ticket, the creation of which will trigger
the generation of email notifications as if the comment had been added
manually in the web ui. A comment will not be treated as satisfying a
Response SLA so the creation of the comment won't resolve the SLA issue
by its self.

You need to be careful to make sure that the client accounts and the
requestor pseudo group don't have rights to read comments, or you'll be
sending these SLA warnings to the client too.

The same approach can be used with a custom Action command to send
SMSes. I'm adapting my RedOxygen SMS gateway script to be callable from
an RT action right now, and will follow up with it when it's ready so
nobody else has to waste their time implementing the same thing.

There's more you're likely to want, including a dashboard entry showing
tickets in SLA priority order with severity highlighting, a summary
report of time left before resolution of all tickets across a time
period, etc. I haven't done those yet so I can't help there, but will
try to follow up when I have.

Next problem: How to bind multiple accounts (addresses) together into
"customers" who can all see each others' tickets. It's amazing that this
doesn't seem to be built-in to RT. Ideas? I'll follow up with solutions,
either mine or others'.

-- 
 Craig Ringer                   http://www.2ndQuadrant.com/
 PostgreSQL Development, 24x7 Support, Training & Services

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From robert.wysocki at unity.pl  Tue Feb 19 02:07:00 2013
From: robert.wysocki at unity.pl (Robert Wysocki)
Date: Tue, 19 Feb 2013 08:07:00 +0100
Subject: [rt-users] Exclude user from notifications
Message-ID: <1361257620.4788.38.camel@s-rwysocki>

Hi,

I would like to exclude one of Queue AdminCc's from a certain
notifications. The perfect way would be to create a custom role, but
from what i've googled it is not implemented yet.

Is there any other way?

Regards,
-- 
Robert Wysocki
administrator system?w linuksowych, dba
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 robert.wysocki at unity.pl  Tue Feb 19 02:07:13 2013
From: robert.wysocki at unity.pl (Robert Wysocki)
Date: Tue, 19 Feb 2013 08:07:13 +0100
Subject: [rt-users] No datepicker widget after upgrade
Message-ID: <1361257633.4788.39.camel@s-rwysocki>

Hi list,

After upgradeing to 4.0.10 datepicker widget doesn't pop up.
Im having no luck locating the problem.
Any ideas?

Regards,
-- 
Robert Wysocki
administrator system?w linuksowych, dba
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 falcone at bestpractical.com  Tue Feb 19 09:48:13 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 19 Feb 2013 09:48:13 -0500
Subject: [rt-users] Getting relative time in a template,
 configuring SLA and SLA alerting [SOLVED]
In-Reply-To: <51230196.8070306@2ndquadrant.com>
References: <51230196.8070306@2ndquadrant.com>
Message-ID: <20130219144813.GE1773@jibsheet.com>

On Tue, Feb 19, 2013 at 12:37:42PM +0800, Craig Ringer wrote:
>    {
>      my $d = RT::Date->new(RT::SystemUser);
>      $d->Set(Format=>'ISO', Value=>$Ticket->Due, Timezone=>"GMT");
>      our $tdiff = $d->AgeAsString();

You can just say $ticket->DueObj->AgeAsString if you want to tighten
this up.

When you want to replicate something RT does in core in the search
results, you can take a quick look at share/html/Elements/*/ColumnMap
(so look in RT__Ticket/ColumnMap for the DueRelative sub)

-kevin
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From falcone at bestpractical.com  Tue Feb 19 09:49:33 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 19 Feb 2013 09:49:33 -0500
Subject: [rt-users] "time left" field
In-Reply-To: <20130218150420.GL5078@core02.sylphen.com>
References: <20130218150420.GL5078@core02.sylphen.com>
Message-ID: <20130219144933.GF1773@jibsheet.com>

On Mon, Feb 18, 2013 at 04:04:20PM +0100, Oli wrote:
> i have a question regarding the "time left" field. Is it possible to
> configure that this field will automatically updated by the "time
> worked" field? So when an technician post his work and enters the
> time for it, that this will automatically decrease the "time left"
> value. In short time left = time left - time worked.

Only by writing a Scrip which updates Time Left whenever Time Worked
is updated.  There is no built-in functionality for this.

-kevin
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From falcone at bestpractical.com  Tue Feb 19 09:53:08 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 19 Feb 2013 09:53:08 -0500
Subject: [rt-users] No datepicker widget after upgrade
In-Reply-To: <1361257633.4788.39.camel@s-rwysocki>
References: <1361257633.4788.39.camel@s-rwysocki>
Message-ID: <20130219145308.GG1773@jibsheet.com>

On Tue, Feb 19, 2013 at 08:07:13AM +0100, Robert Wysocki wrote:
> After upgradeing to 4.0.10 datepicker widget doesn't pop up.
> Im having no luck locating the problem.
> Any ideas?

What did you upgrade from?
Do you have a custom @JSFiles in your RT_SiteConfig.pm?
What error do you get in your browser's error console?
What browsers?
Does other JS work in RT (the menus, bookmarking, autocomplete, etc)

-kevin
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From jbuell at countrysampler.com  Tue Feb 19 13:43:15 2013
From: jbuell at countrysampler.com (John Buell)
Date: Tue, 19 Feb 2013 18:43:15 +0000
Subject: [rt-users] Could someone help a newb evaluating RT with email
 setup?
In-Reply-To: <d962642a4b90ca22a93a9cd953f8cbfd@guise.net.nz>
References: <F29439DECCB52B42A0D6B9071C68A5B90FBA0AF9@CSMAGEX1.us.ecc.ads>
	<d962642a4b90ca22a93a9cd953f8cbfd@guise.net.nz>
Message-ID: <F29439DECCB52B42A0D6B9071C68A5B90FBA2006@CSMAGEX1.us.ecc.ads>

Thanks Aaron, this was a huge step forward for me! I?ve got regular aliases for correspond and comment aliases for comments on my RT box, a connector on Exchange, contacts on Exchange, but I?m still not getting email. I?m not sure what to look at, but if anyone has time to look at a few screenshots, I posted a new gallery on a personal site of mine:

http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908

If, on the other hand, you need more information about my network setup (since rt.countrysampler.com is only available within our firewall), please let me know that too. So far I?m really liking this product and our managers seem pleased with it too.

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Guise
Sent: Monday, February 18, 2013 9:05 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?


I have put some further detail on the Request Tracker wiki @ http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT


---

Regards,

Aaron Guise

[http://www.guise.net.nz/images/signatures/email.gif]aaron at guise.net.nz<mailto:aaron at guise.net.nz>

[http://www.guise.net.nz/images/signatures/VMW-LGO-CERTIFIED-PRO-5-K.png]  [http://www.guise.net.nz/images/signatures/itil_logo.gif]   [http://www.guise.net.nz/images/signatures/officiallogo-nd-25.jpg]   [http://www.guise.net.nz/images/signatures/ubuntu.png]



On 2013-02-19 10:25, John Buell wrote:

I've got most of a skeletal set up done, I think. I'm using an old HP server box with Ubuntu 12.04 installed. Rather than running the rt in the Ubuntu software repository though, I went ahead and downloaded 4.0.10 myself and installed it and all of the perl modules. I'm only intending the web server portion to be available within our local network (so I haven't enabled SSL), though I did go ahead and make a dns entry for rt.countrysampler.com so that it resolves to the correct internal IP address.



Web configuration went ok, MySQL configuration went ok (I've used MySQL before as the backend for another vendor's ticket system), I just can't for the life of me figure out how to get RT to talk to our Exchange 2010 server. I've got the root user enabled (for the moment), myself set up within RT as a privileged user, and all of my employees (38) entered. I have 14 departments set up, so that I can track who has the most problems. I've added eight ticket queues (hardware, software, phones, etc) and have been setting up the appropriate permissions so that people can sign in and create tickets. As the lone privileged user, I'm the only one that can close/modify the tickets once entered. So far so good.



We have an Exchange 2010 server running on a virtual machine (Hyper-V) that would be able to listen for and respond to email. I've gone through some documentation I've found online, but most everything seems to be for older versions of Exchange. I've created a dedicated user account to be the sender/reply-to for all messages generated through RT (stcadmin at countrysampler.com<mailto:stcadmin at countrysampler.com>), but where on Earth do I set it up so that RT and Exchange are talking?



I realize these sorts of things must have been asked a million times before, and for that I apologize, but if I could find a couple quick config files or something, I wouldn't harass you folks. :)



Thanks in advance,

John Buell

Systems Administrator

Country Sampler LLC

707 Kautz Road

St. Charles, IL 60174

(630) 762-7806






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From falcone at bestpractical.com  Tue Feb 19 13:54:30 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 19 Feb 2013 13:54:30 -0500
Subject: [rt-users] Exclude user from notifications
In-Reply-To: <1361257620.4788.38.camel@s-rwysocki>
References: <1361257620.4788.38.camel@s-rwysocki>
Message-ID: <20130219185430.GH1773@jibsheet.com>

On Tue, Feb 19, 2013 at 08:07:00AM +0100, Robert Wysocki wrote:
> I would like to exclude one of Queue AdminCc's from a certain
> notifications. The perfect way would be to create a custom role, but
> from what i've googled it is not implemented yet.
> 
> Is there any other way?

You could change those notifications over to Notify Group
notifications, and have that group contain a subset of the AdminCcs.
You create Notify Group actions using
/opt/rt4/sbin/rt-email-group-admin which has documentation here
http://bestpractical.com/rt/docs/latest/rt-email-group-admin.html

-kevin
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From falcone at bestpractical.com  Tue Feb 19 13:55:51 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 19 Feb 2013 13:55:51 -0500
Subject: [rt-users] RT on Ubuntu 12
In-Reply-To: <loom.20130218T054630-949@post.gmane.org>
References: <8CF1D2E37AFC273-2B00-20EC4@webmail-d130.sysops.aol.com>
	<4FE23015.3060207@pacbell.net> <20120620204129.GH1070@jibsheet.com>
	<4FE24C81.5070103@pacbell.net>
	<8CF1DD3C32B2493-2A10-1803@webmail-d130.sysops.aol.com>
	<CAJCD8L86cUq1OjpcbZTJgNAV8CjkJHN0gun2xrV82AHjODGeiA@mail.gmail.com>
	<8CF1DDA499921AA-2A10-1DE9@webmail-d130.sysops.aol.com>
	<CAJCD8L@mail.gmail.com> <loom.20130218T054630-949@post.gmane.org>
Message-ID: <20130219185551.GI1773@jibsheet.com>

On Mon, Feb 18, 2013 at 04:55:25AM +0000, Martin wrote:
> 
> [Fri Feb 15 18:48:12 2013] [error] [client 202.188.59.1] failed to resolve 
> handler `Plack::Handler::Apache2': Can't locate Plack/Handler/Apache2.pm in @INC 
> (@INC contains: /etc/perl /usr/local/lib/perl/5.14.2 
> /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 
> /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) at (eval 2) line 
> 2.\n
> 
> So i did
> 
> apt-get install libplack-perl
> 
> next i also encountered the error Can't locate JSON.pm
> 
> guys you should know prior to this i ran make testdeps and all dependencies were 
> found
> 
> There were other modules missing every time i restarted the apache and i 
> installed them before it finally worked

How did you install RT?
I've never seen RT 'fail' to notice deps like this.
What operating system is this.

> Now the problem is i cant login using root and password from the web interface
> 
> Some one please give me suggestions.

There will be an error in the log, what does it say.
Does the root user exist in the database.

-kevin
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From aaron at guise.net.nz  Tue Feb 19 15:12:52 2013
From: aaron at guise.net.nz (Aaron Guise)
Date: Wed, 20 Feb 2013 09:12:52 +1300
Subject: [rt-users]
 =?utf-8?q?Could_someone_help_a_newb_evaluating_RT_with?=
 =?utf-8?q?_email_setup=3F?=
In-Reply-To: <F29439DECCB52B42A0D6B9071C68A5B90FBA2006@CSMAGEX1.us.ecc.ads>
References: <F29439DECCB52B42A0D6B9071C68A5B90FBA0AF9@CSMAGEX1.us.ecc.ads>
	<d962642a4b90ca22a93a9cd953f8cbfd@guise.net.nz>
	<F29439DECCB52B42A0D6B9071C68A5B90FBA2006@CSMAGEX1.us.ecc.ads>
Message-ID: <f869c66e1e30dbb2fce64bf4336eff58@guise.net.nz>

 

Hi John, 

What mail system have you got on the RT box? Myself I use
postfix as my preferred solution. 

Also when sending an email to any of
the contacts you created do you get a bounce at all? That information
would be useful in solving this. 

---

REGARDS,

AARON GUISE


aaron at guise.net.nz

On 2013-02-20 07:43, John Buell wrote: 

> Thanks
Aaron, this was a huge step forward for me! I've got regular aliases for
correspond and comment aliases for comments on my RT box, a connector on
Exchange, contacts on Exchange, but I'm still not getting email. I'm not
sure what to look at, but if anyone has time to look at a few
screenshots, I posted a new gallery on a personal site of mine: 
> 
>
http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908 [1] 
>

> If, on the other hand, you need more information about my network
setup (since rt.countrysampler.com is only available within our
firewall), please let me know that too. So far I'm really liking this
product and our managers seem pleased with it too. 
> 
> FROM:
rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] ON BEHALF OF Aaron
Guise
> SENT: Monday, February 18, 2013 9:05 PM
> TO:
rt-users at lists.bestpractical.com
> SUBJECT: Re: [rt-users] Could someone
help a newb evaluating RT with email setup? 
> 
> I have put some
further detail on the Request Tracker wiki @
http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT
[2] 
> 
> --- 
> 
> REGARDS,
> 
> AARON GUISE
> 
> AARON at GUISE.NET.NZ
>
?
> 
> On 2013-02-19 10:25, John Buell wrote: 
> 
>> I've got most of a
skeletal set up done, I think. I'm using an old HP server box with
Ubuntu 12.04 installed. Rather than running the rt in the Ubuntu
software repository though, I went ahead and downloaded 4.0.10 myself
and installed it and all of the perl modules. I'm only intending the web
server portion to be available within our local network (so I haven't
enabled SSL), though I did go ahead and make a dns entry for
rt.countrysampler.com so that it resolves to the correct internal IP
address.
>> 
>> Web configuration went ok, MySQL configuration went ok
(I've used MySQL before as the backend for another vendor's ticket
system), I just can't for the life of me figure out how to get RT to
talk to our Exchange 2010 server. I've got the root user enabled (for
the moment), myself set up within RT as a privileged user, and all of my
employees (38) entered. I have 14 departments set up, so that I can
track who has the most problems. I've added eight ticket queues
(hardware, software, phones, etc) and have been setting up the
appropriate permissions so that people can sign in and create tickets.
As the lone privileged user, I'm the only one that can close/modify the
tickets once entered. So far so good.
>> 
>> We have an Exchange 2010
server running on a virtual machine (Hyper-V) that would be able to
listen for and respond to email. I've gone through some documentation
I've found online, but most everything seems to be for older versions of
Exchange. I've created a dedicated user account to be the
sender/reply-to for all messages generated through RT
(stcadmin at countrysampler.com), but where on Earth do I set it up so that
RT and Exchange are talking?
>> 
>> I realize these sorts of things must
have been asked a million times before, and for that I apologize, but if
I could find a couple quick config files or something, I wouldn't harass
you folks. :)
>> 
>> Thanks in advance,
>> 
>> John Buell
>> 
>> Systems
Administrator
>> 
>> Country Sampler LLC
>> 
>> 707 Kautz Road
>> 
>>
St. Charles, IL 60174
>> 
>> (630) 762-7806
 

Links:
------
[1]
http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908
[2]
http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT
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From jbuell at countrysampler.com  Tue Feb 19 16:31:04 2013
From: jbuell at countrysampler.com (John Buell)
Date: Tue, 19 Feb 2013 21:31:04 +0000
Subject: [rt-users] Could someone help a newb evaluating RT with email
 setup?
In-Reply-To: <f869c66e1e30dbb2fce64bf4336eff58@guise.net.nz>
References: <F29439DECCB52B42A0D6B9071C68A5B90FBA0AF9@CSMAGEX1.us.ecc.ads>
	<d962642a4b90ca22a93a9cd953f8cbfd@guise.net.nz>
	<F29439DECCB52B42A0D6B9071C68A5B90FBA2006@CSMAGEX1.us.ecc.ads>
	<f869c66e1e30dbb2fce64bf4336eff58@guise.net.nz>
Message-ID: <F29439DECCB52B42A0D6B9071C68A5B90FBA3686@CSMAGEX1.us.ecc.ads>

Oddly enough, I?m not getting any bounced messages, whether to the local root account, the account as defined in rt (stcadmin at countrysampler.com<mailto:stcadmin at countrysampler.com>) or to my account (this one) when I enter/change tickets. However, using my local admin account (buelljd) on the Ubuntu box and mailing rt at localhost worked just fine.

The system was using exim, I?m changing it to postfix.

I finally got this from Outlook:
Delivery has failed to these recipients or groups:

Request Tracker (rt at rt.countrysampler.com)<mailto:rt at rt.countrysampler.com>
Your message wasn't delivered due to a permission or security issue. It may have been rejected by a moderator, the address may only accept e-mail from certain senders, or another restriction may be preventing delivery.

The following organization rejected your message: csmaghpserver.

Diagnostic information for administrators:

Generating server: CSMAGEX1.us.ecc.ads

rt at rt.countrysampler.com<mailto:rt at rt.countrysampler.com>
csmaghpserver #554 5.7.1 <rt at rt.countrysampler.com<mailto:rt at rt.countrysampler.com>>: Relay access denied ##

Original message headers:

Received: from CSMAGEX1.us.ecc.ads ([::1]) by CSMAGEX1.us.ecc.ads ([::1]) with
mapi id 14.01.0438.000; Tue, 19 Feb 2013 12:02:17 -0600
Content-Type: multipart/mixed;
            boundary="_000_F29439DECCB52B42A0D6B9071C68A5B90FBA1F4FCSMAGEX1useccad_"
From: John Buell <jbuell at countrysampler.com<mailto:jbuell at countrysampler.com>>
To: Request Tracker <rt at rt.countrysampler.com<mailto:rt at rt.countrysampler.com>>
Subject: Test
Thread-Topic: Test
Thread-Index: Ac4Oyz1cSIzIuAUcTNu2u7ZjLDAizg==
Date: Tue, 19 Feb 2013 18:02:16 +0000
Message-ID: <F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F at CSMAGEX1.us.ecc.ads<mailto:F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F at CSMAGEX1.us.ecc.ads>>
Accept-Language: en-US
Content-Language: en-US
X-MS-Has-Attach:
X-MS-TNEF-Correlator: <F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F at CSMAGEX1.us.ecc.ads<mailto:F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F at CSMAGEX1.us.ecc.ads>>
x-originating-ip: [10.1.15.145]
MIME-Version: 1.0

So I changed the entry in /etc/hosts from ?csmaghpserver? to ?rt?

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Guise
Sent: Tuesday, February 19, 2013 2:13 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?


Hi John,

What mail system have you got on the RT box?  Myself I use postfix as my preferred solution.

Also when sending an email to any of the contacts you created do you get a bounce at all?  That information would be useful in solving this.




---

Regards,

Aaron Guise

[Image removed by sender.]aaron at guise.net.nz<mailto:aaron at guise.net.nz>

[Image removed by sender.]  [Image removed by sender.]   [Image removed by sender.]   [Image removed by sender.]

On 2013-02-20 07:43, John Buell wrote:
Thanks Aaron, this was a huge step forward for me! I?ve got regular aliases for correspond and comment aliases for comments on my RT box, a connector on Exchange, contacts on Exchange, but I?m still not getting email. I?m not sure what to look at, but if anyone has time to look at a few screenshots, I posted a new gallery on a personal site of mine:

http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908

If, on the other hand, you need more information about my network setup (since rt.countrysampler.com is only available within our firewall), please let me know that too. So far I?m really liking this product and our managers seem pleased with it too.

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Guise
Sent: Monday, February 18, 2013 9:05 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?


I have put some further detail on the Request Tracker wiki @ http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT


---

Regards,

Aaron Guise

[Image removed by sender.]aaron at guise.net.nz<mailto:aaron at guise.net.nz>

[Image removed by sender.]  [Image removed by sender.]   [Image removed by sender.]   [Image removed by sender.]



On 2013-02-19 10:25, John Buell wrote:

I've got most of a skeletal set up done, I think. I'm using an old HP server box with Ubuntu 12.04 installed. Rather than running the rt in the Ubuntu software repository though, I went ahead and downloaded 4.0.10 myself and installed it and all of the perl modules. I'm only intending the web server portion to be available within our local network (so I haven't enabled SSL), though I did go ahead and make a dns entry for rt.countrysampler.com so that it resolves to the correct internal IP address.



Web configuration went ok, MySQL configuration went ok (I've used MySQL before as the backend for another vendor's ticket system), I just can't for the life of me figure out how to get RT to talk to our Exchange 2010 server. I've got the root user enabled (for the moment), myself set up within RT as a privileged user, and all of my employees (38) entered. I have 14 departments set up, so that I can track who has the most problems. I've added eight ticket queues (hardware, software, phones, etc) and have been setting up the appropriate permissions so that people can sign in and create tickets. As the lone privileged user, I'm the only one that can close/modify the tickets once entered. So far so good.



We have an Exchange 2010 server running on a virtual machine (Hyper-V) that would be able to listen for and respond to email. I've gone through some documentation I've found online, but most everything seems to be for older versions of Exchange. I've created a dedicated user account to be the sender/reply-to for all messages generated through RT (stcadmin at countrysampler.com<mailto:stcadmin at countrysampler.com>), but where on Earth do I set it up so that RT and Exchange are talking?



I realize these sorts of things must have been asked a million times before, and for that I apologize, but if I could find a couple quick config files or something, I wouldn't harass you folks. :)



Thanks in advance,

John Buell

Systems Administrator

Country Sampler LLC

707 Kautz Road

St. Charles, IL 60174

(630) 762-7806









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From aaron at guise.net.nz  Tue Feb 19 16:37:05 2013
From: aaron at guise.net.nz (Aaron Guise)
Date: Wed, 20 Feb 2013 10:37:05 +1300
Subject: [rt-users]
 =?utf-8?q?Could_someone_help_a_newb_evaluating_RT_with?=
 =?utf-8?q?_email_setup=3F?=
In-Reply-To: <F29439DECCB52B42A0D6B9071C68A5B90FBA3686@CSMAGEX1.us.ecc.ads>
References: <F29439DECCB52B42A0D6B9071C68A5B90FBA0AF9@CSMAGEX1.us.ecc.ads>
	<d962642a4b90ca22a93a9cd953f8cbfd@guise.net.nz>
	<F29439DECCB52B42A0D6B9071C68A5B90FBA2006@CSMAGEX1.us.ecc.ads>
	<f869c66e1e30dbb2fce64bf4336eff58@guise.net.nz>
	<F29439DECCB52B42A0D6B9071C68A5B90FBA3686@CSMAGEX1.us.ecc.ads>
Message-ID: <a055b12653a78fbc078704e077501df9@guise.net.nz>

 

ahhh, check /etc/mailname 

I know postfix uses that to determine
whether it will accept mail for that domain. Exim is no doubt similar :)


You should change that file to read rt.countrysampler.com


---

REGARDS,

AARON GUISE

 aaron at guise.net.nz

On 2013-02-20 10:31,
John Buell wrote: 

> Oddly enough, I'm not getting any bounced
messages, whether to the local root account, the account as defined in
rt (stcadmin at countrysampler.com) or to my account (this one) when I
enter/change tickets. However, using my local admin account (buelljd) on
the Ubuntu box and mailing rt at localhost worked just fine. 
> 
> The
system was using exim, I'm changing it to postfix. 
> 
> I finally got
this from Outlook: 
> 
> DELIVERY HAS FAILED TO THESE RECIPIENTS OR
GROUPS: 
> 
> Request Tracker (rt at rt.countrysampler.com)
> Your message
wasn't delivered due to a permission or security issue. It may have been
rejected by a moderator, the address may only accept e-mail from certain
senders, or another restriction may be preventing delivery.
> 
> The
following organization rejected your message: csmaghpserver. 
> 
>
DIAGNOSTIC INFORMATION FOR ADMINISTRATORS: 
> 
> Generating server:
CSMAGEX1.us.ecc.ads 
> 
> rt at rt.countrysampler.com
> csmaghpserver #554
5.7.1 <rt at rt.countrysampler.com>: Relay access denied ## 
> 
> Original
message headers: 
> 
> Received: from CSMAGEX1.us.ecc.ads ([::1]) by
CSMAGEX1.us.ecc.ads ([::1]) with
> mapi id 14.01.0438.000; Tue, 19 Feb
2013 12:02:17 -0600
> Content-Type: multipart/mixed;
>
boundary="_000_F29439DECCB52B42A0D6B9071C68A5B90FBA1F4FCSMAGEX1useccad_"
>
From: John Buell <jbuell at countrysampler.com>
> To: Request Tracker
<rt at rt.countrysampler.com>
> Subject: Test
> Thread-Topic: Test
>
Thread-Index: Ac4Oyz1cSIzIuAUcTNu2u7ZjLDAizg==
> Date: Tue, 19 Feb 2013
18:02:16 +0000
> Message-ID:
<F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F at CSMAGEX1.us.ecc.ads>
>
Accept-Language: en-US
> Content-Language: en-US
> X-MS-Has-Attach:
>
X-MS-TNEF-Correlator:
<F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F at CSMAGEX1.us.ecc.ads>
>
x-originating-ip: [10.1.15.145]
> MIME-Version: 1.0
> 
> So I changed
the entry in /etc/hosts from 'csmaghpserver' to 'rt' 
> 
> FROM:
rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] ON BEHALF OF Aaron
Guise
> SENT: Tuesday, February 19, 2013 2:13 PM
> TO:
rt-users at lists.bestpractical.com
> SUBJECT: Re: [rt-users] Could someone
help a newb evaluating RT with email setup? 
> 
> Hi John, 
> 
> What
mail system have you got on the RT box? Myself I use postfix as my
preferred solution. 
> 
> Also when sending an email to any of the
contacts you created do you get a bounce at all? That information would
be useful in solving this. 
> 
> --- 
> 
> REGARDS,
> 
> AARON GUISE
>

> AARON at GUISE.NET.NZ
> ?
> 
> On 2013-02-20 07:43, John Buell wrote: 
>

>> Thanks Aaron, this was a huge step forward for me! I've got regular
aliases for correspond and comment aliases for comments on my RT box, a
connector on Exchange, contacts on Exchange, but I'm still not getting
email. I'm not sure what to look at, but if anyone has time to look at a
few screenshots, I posted a new gallery on a personal site of mine: 
>>

>> http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908
[1] 
>> 
>> If, on the other hand, you need more information about my
network setup (since rt.countrysampler.com is only available within our
firewall), please let me know that too. So far I'm really liking this
product and our managers seem pleased with it too. 
>> 
>> FROM:
rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] ON BEHALF OF Aaron
Guise
>> SENT: Monday, February 18, 2013 9:05 PM
>> TO:
rt-users at lists.bestpractical.com
>> SUBJECT: Re: [rt-users] Could
someone help a newb evaluating RT with email setup? 
>> 
>> I have put
some further detail on the Request Tracker wiki @
http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT
[2] 
>> 
>> --- 
>> 
>> REGARDS,
>> 
>> AARON GUISE
>> 
>>
AARON at GUISE.NET.NZ
>> ?
>> 
>> On 2013-02-19 10:25, John Buell wrote:

>> 
>>> I've got most of a skeletal set up done, I think. I'm using an
old HP server box with Ubuntu 12.04 installed. Rather than running the
rt in the Ubuntu software repository though, I went ahead and downloaded
4.0.10 myself and installed it and all of the perl modules. I'm only
intending the web server portion to be available within our local
network (so I haven't enabled SSL), though I did go ahead and make a dns
entry for rt.countrysampler.com so that it resolves to the correct
internal IP address.
>>> 
>>> Web configuration went ok, MySQL
configuration went ok (I've used MySQL before as the backend for another
vendor's ticket system), I just can't for the life of me figure out how
to get RT to talk to our Exchange 2010 server. I've got the root user
enabled (for the moment), myself set up within RT as a privileged user,
and all of my employees (38) entered. I have 14 departments set up, so
that I can track who has the most problems. I've added eight ticket
queues (hardware, software, phones, etc) and have been setting up the
appropriate permissions so that people can sign in and create tickets.
As the lone privileged user, I'm the only one that can close/modify the
tickets once entered. So far so good.
>>> 
>>> We have an Exchange 2010
server running on a virtual machine (Hyper-V) that would be able to
listen for and respond to email. I've gone through some documentation
I've found online, but most everything seems to be for older versions of
Exchange. I've created a dedicated user account to be the
sender/reply-to for all messages generated through RT
(stcadmin at countrysampler.com), but where on Earth do I set it up so that
RT and Exchange are talking?
>>> 
>>> I realize these sorts of things
must have been asked a million times before, and for that I apologize,
but if I could find a couple quick config files or something, I wouldn't
harass you folks. :)
>>> 
>>> Thanks in advance,
>>> 
>>> John Buell
>>>

>>> Systems Administrator
>>> 
>>> Country Sampler LLC
>>> 
>>> 707
Kautz Road
>>> 
>>> St. Charles, IL 60174
>>> 
>>> (630) 762-7806



Links:
------
[1]
http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908
[2]
http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT
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From rgk at pacelabs.com  Tue Feb 19 17:04:35 2013
From: rgk at pacelabs.com (Rolf Krogstad)
Date: Tue, 19 Feb 2013 22:04:35 +0000 (UTC)
Subject: [rt-users] URL Error after upgrading to rt4
References: <loom.20130214T231753-873@post.gmane.org>
	<20130214224917.GA1773@jibsheet.com>
Message-ID: <loom.20130219T215217-980@post.gmane.org>

Kevin Falcone <falcone <at> bestpractical.com> writes:

> 
> On Thu, Feb 14, 2013 at 10:29:30PM +0000, Rolf Krogstad wrote:
> > Hello,
> > 
> > I have created a new server (RedHat 5.9 64-bit) and am running the latest 
> > version of MySQL and RT 4.0.10.   The old server was RT 3.6.6
> 
> There were some bugs in early 3.6 RTs where it would store the full
> URL so /rt3/Ticket/Display.html?id=__id__ rather than 
> /__WebPath__/Ticket/Display.html?id=__id__
> 
> > With one user I can go in and select a ticket and it opens fine with the 
URL:
> > http://v20labtrack/Ticket/Display.html?id=2973
> > 
> > If I log in as a different user it generates this URL which comes up with 
> > a "page not found" error:
> > http://v20labtrack/rt3/Ticket/Display.html?id=2973
> 
> This implies some users have a version of the Format for the search
> that includes __WebPath__ and some include /rt3/ literally.
> 
> There's a new branch that adds an upgrade script
> 
https://github.com/bestpractical/rt/commit/5d887addad62c4da580a651df8c94bd8cdb0
fbb8

> You can grab that script and try running it on a development copy of
> your data and see if it properly repairs the links for you.
> 
> Try it out and let us know how it goes?  The branch needs review and
> merging, but test results from the field are really helpful.
> 
> -kevin
> 
> 
> 

Thanks, Kevin.   Not being a perl expert I need some assistance.
I managed to get my library path inserted but have one syntax to correct.
I insert as line #2
use lib "/opt/rt4/lib/RT;
I then deleted an empty line from the comment section so the code lines line 
up with your example.

I am getting this back on the compile:
syntax error at ./fix-3.6-search-result-format-in-attribute.pl line 66, 
near "&& $content->{Format} =~ s!(?<=href=")"
  (Might be a runaway multi-line "" string starting on line 2)
:66

My URL is generating (for example):
    http://v20labtrack/rt3/Ticket/xxxxxxxx
and I want it to be:  
    http://v20labtrack/Ticket/xxxxxxxx

so I changed this line to rt3:    
    my $path = shift @ARGV || 'rt3';

how do I need to change this one?
    && $content->{Format} =~ s!(?<=href=")/$path(?=/|$)!__WebPath__!ig )

thanks   Rolf




From jbuell at countrysampler.com  Tue Feb 19 17:15:04 2013
From: jbuell at countrysampler.com (John Buell)
Date: Tue, 19 Feb 2013 22:15:04 +0000
Subject: [rt-users] Could someone help a newb evaluating RT with email
 setup?
In-Reply-To: <a055b12653a78fbc078704e077501df9@guise.net.nz>
References: <F29439DECCB52B42A0D6B9071C68A5B90FBA0AF9@CSMAGEX1.us.ecc.ads>
	<d962642a4b90ca22a93a9cd953f8cbfd@guise.net.nz>
	<F29439DECCB52B42A0D6B9071C68A5B90FBA2006@CSMAGEX1.us.ecc.ads>
	<f869c66e1e30dbb2fce64bf4336eff58@guise.net.nz>
	<F29439DECCB52B42A0D6B9071C68A5B90FBA3686@CSMAGEX1.us.ecc.ads>
	<a055b12653a78fbc078704e077501df9@guise.net.nz>
Message-ID: <F29439DECCB52B42A0D6B9071C68A5B90FBA48F9@CSMAGEX1.us.ecc.ads>

Changed /etc/mailname and /etc/hostname and then?.

Yes, postfix seems to be part of the problem ? it was rejecting the messages relayed to rt at rt.countrysampler.com<mailto:rt at rt.countrysampler.com> but has quit doing that after I changed main.cf. So this is progress! I?ve got tickets, I can send email to create new tickets, but I?m not getting replies to go anywhere when ownership of a ticket is changed or a ticket is marked resolved. Is there a procedure of going through the Scrips that I missed somehow?

Thanks for all the help Aaron!

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Guise
Sent: Tuesday, February 19, 2013 3:37 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?


ahhh,  check /etc/mailname

I know postfix uses that to determine whether it will accept mail for that domain.  Exim is no doubt similar :)



You should change that file to read rt.countrysampler.com<mailto:rt at rt.countrysampler.com>


---

Regards,

Aaron Guise

[Image removed by sender.]aaron at guise.net.nz<mailto:aaron at guise.net.nz>

[Image removed by sender.]  [Image removed by sender.]   [Image removed by sender.]   [Image removed by sender.]



On 2013-02-20 10:31, John Buell wrote:
Oddly enough, I?m not getting any bounced messages, whether to the local root account, the account as defined in rt (stcadmin at countrysampler.com<mailto:stcadmin at countrysampler.com>) or to my account (this one) when I enter/change tickets. However, using my local admin account (buelljd) on the Ubuntu box and mailing rt at localhost worked just fine.

The system was using exim, I?m changing it to postfix.

I finally got this from Outlook:
Delivery has failed to these recipients or groups:

Request Tracker (rt at rt.countrysampler.com)<mailto:rt at rt.countrysampler.com>
Your message wasn't delivered due to a permission or security issue. It may have been rejected by a moderator, the address may only accept e-mail from certain senders, or another restriction may be preventing delivery.


The following organization rejected your message: csmaghpserver.

Diagnostic information for administrators:

Generating server: CSMAGEX1.us.ecc.ads

rt at rt.countrysampler.com<mailto:rt at rt.countrysampler.com>
csmaghpserver #554 5.7.1 <rt at rt.countrysampler.com<mailto:rt at rt.countrysampler.com>>: Relay access denied ##

Original message headers:

Received: from CSMAGEX1.us.ecc.ads ([::1]) by CSMAGEX1.us.ecc.ads ([::1]) with
mapi id 14.01.0438.000; Tue, 19 Feb 2013 12:02:17 -0600
Content-Type: multipart/mixed;
            boundary="_000_F29439DECCB52B42A0D6B9071C68A5B90FBA1F4FCSMAGEX1useccad_"
From: John Buell <jbuell at countrysampler.com<mailto:jbuell at countrysampler.com>>
To: Request Tracker <rt at rt.countrysampler.com<mailto:rt at rt.countrysampler.com>>
Subject: Test
Thread-Topic: Test
Thread-Index: Ac4Oyz1cSIzIuAUcTNu2u7ZjLDAizg==
Date: Tue, 19 Feb 2013 18:02:16 +0000
Message-ID: <F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F at CSMAGEX1.us.ecc.ads<mailto:F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F at CSMAGEX1.us.ecc.ads>>
Accept-Language: en-US
Content-Language: en-US
X-MS-Has-Attach:
X-MS-TNEF-Correlator: <F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F at CSMAGEX1.us.ecc.ads<mailto:F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F at CSMAGEX1.us.ecc.ads>>
x-originating-ip: [10.1.15.145]
MIME-Version: 1.0


So I changed the entry in /etc/hosts from ?csmaghpserver? to ?rt?

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Guise
Sent: Tuesday, February 19, 2013 2:13 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?


Hi John,

What mail system have you got on the RT box?  Myself I use postfix as my preferred solution.

Also when sending an email to any of the contacts you created do you get a bounce at all?  That information would be useful in solving this.




---

Regards,

Aaron Guise

[Image removed by sender.]aaron at guise.net.nz<mailto:aaron at guise.net.nz>

[Image removed by sender.]  [Image removed by sender.]   [Image removed by sender.]   [Image removed by sender.]

On 2013-02-20 07:43, John Buell wrote:
Thanks Aaron, this was a huge step forward for me! I?ve got regular aliases for correspond and comment aliases for comments on my RT box, a connector on Exchange, contacts on Exchange, but I?m still not getting email. I?m not sure what to look at, but if anyone has time to look at a few screenshots, I posted a new gallery on a personal site of mine:

http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908

If, on the other hand, you need more information about my network setup (since rt.countrysampler.com is only available within our firewall), please let me know that too. So far I?m really liking this product and our managers seem pleased with it too.

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Guise
Sent: Monday, February 18, 2013 9:05 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?


I have put some further detail on the Request Tracker wiki @ http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT


---

Regards,

Aaron Guise

[Image removed by sender.]aaron at guise.net.nz<mailto:aaron at guise.net.nz>

[Image removed by sender.]  [Image removed by sender.]   [Image removed by sender.]   [Image removed by sender.]



On 2013-02-19 10:25, John Buell wrote:

I've got most of a skeletal set up done, I think. I'm using an old HP server box with Ubuntu 12.04 installed. Rather than running the rt in the Ubuntu software repository though, I went ahead and downloaded 4.0.10 myself and installed it and all of the perl modules. I'm only intending the web server portion to be available within our local network (so I haven't enabled SSL), though I did go ahead and make a dns entry for rt.countrysampler.com so that it resolves to the correct internal IP address.



Web configuration went ok, MySQL configuration went ok (I've used MySQL before as the backend for another vendor's ticket system), I just can't for the life of me figure out how to get RT to talk to our Exchange 2010 server. I've got the root user enabled (for the moment), myself set up within RT as a privileged user, and all of my employees (38) entered. I have 14 departments set up, so that I can track who has the most problems. I've added eight ticket queues (hardware, software, phones, etc) and have been setting up the appropriate permissions so that people can sign in and create tickets. As the lone privileged user, I'm the only one that can close/modify the tickets once entered. So far so good.



We have an Exchange 2010 server running on a virtual machine (Hyper-V) that would be able to listen for and respond to email. I've gone through some documentation I've found online, but most everything seems to be for older versions of Exchange. I've created a dedicated user account to be the sender/reply-to for all messages generated through RT (stcadmin at countrysampler.com<mailto:stcadmin at countrysampler.com>), but where on Earth do I set it up so that RT and Exchange are talking?



I realize these sorts of things must have been asked a million times before, and for that I apologize, but if I could find a couple quick config files or something, I wouldn't harass you folks. :)



Thanks in advance,

John Buell

Systems Administrator

Country Sampler LLC

707 Kautz Road

St. Charles, IL 60174

(630) 762-7806












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From Chris.okelly at minecorp.com.au  Tue Feb 19 17:09:53 2013
From: Chris.okelly at minecorp.com.au (Chris O'Kelly)
Date: Wed, 20 Feb 2013 08:09:53 +1000
Subject: [rt-users] URL Error after upgrading to rt4
In-Reply-To: <loom.20130219T215217-980@post.gmane.org>
References: <loom.20130214T231753-873@post.gmane.org>
	<20130214224917.GA1773@jibsheet.com>
	<loom.20130219T215217-980@post.gmane.org>
Message-ID: <B89A54C7F08E894CBA881F53986A8AAE4AC4C4BB29@DCSERVER.minecorp.local>

Hi Rolf,

It looks like you are missing the closing quotes on the line you inserted:

        I insert as line #2
        use lib "/opt/rt4/lib/RT;

should be

        use lib "/opt/rt4/lib/RT";

The error message eludes to this by:

        (Might be a runaway multi-line "" string starting on line 2)

Regards



Regards

Chris O'Kelly
Systems & Web Administrator

Minecorp Australia
P: 07 3723 1000
M: 0450 586 190


Minecorp Australia
37 Murdoch Circuit
Acacia Ridge QLD 4110

www.minecorp.com.au
Sent Via a Mobile Device.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rolf Krogstad
Sent: Wednesday, 20 February 2013 8:05 AM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] URL Error after upgrading to rt4

Kevin Falcone <falcone <at> bestpractical.com> writes:

>
> On Thu, Feb 14, 2013 at 10:29:30PM +0000, Rolf Krogstad wrote:
> > Hello,
> >
> > I have created a new server (RedHat 5.9 64-bit) and am running the latest
> > version of MySQL and RT 4.0.10.   The old server was RT 3.6.6
>
> There were some bugs in early 3.6 RTs where it would store the full
> URL so /rt3/Ticket/Display.html?id=__id__ rather than
> /__WebPath__/Ticket/Display.html?id=__id__
>
> > With one user I can go in and select a ticket and it opens fine with the
URL:
> > http://v20labtrack/Ticket/Display.html?id=2973
> >
> > If I log in as a different user it generates this URL which comes up with
> > a "page not found" error:
> > http://v20labtrack/rt3/Ticket/Display.html?id=2973
>
> This implies some users have a version of the Format for the search
> that includes __WebPath__ and some include /rt3/ literally.
>
> There's a new branch that adds an upgrade script
>
https://github.com/bestpractical/rt/commit/5d887addad62c4da580a651df8c94bd8cdb0
fbb8

> You can grab that script and try running it on a development copy of
> your data and see if it properly repairs the links for you.
>
> Try it out and let us know how it goes?  The branch needs review and
> merging, but test results from the field are really helpful.
>
> -kevin
>
>
>

Thanks, Kevin.   Not being a perl expert I need some assistance.
I managed to get my library path inserted but have one syntax to correct.
I insert as line #2
use lib "/opt/rt4/lib/RT;
I then deleted an empty line from the comment section so the code lines line
up with your example.

I am getting this back on the compile:
syntax error at ./fix-3.6-search-result-format-in-attribute.pl line 66,
near "&& $content->{Format} =~ s!(?<=href=")"
  (Might be a runaway multi-line "" string starting on line 2)
:66

My URL is generating (for example):
    http://v20labtrack/rt3/Ticket/xxxxxxxx
and I want it to be:
    http://v20labtrack/Ticket/xxxxxxxx

so I changed this line to rt3:
    my $path = shift @ARGV || 'rt3';

how do I need to change this one?
    && $content->{Format} =~ s!(?<=href=")/$path(?=/|$)!__WebPath__!ig )

thanks   Rolf




--
RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html

Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T


From aaron at guise.net.nz  Tue Feb 19 17:22:59 2013
From: aaron at guise.net.nz (Aaron Guise)
Date: Wed, 20 Feb 2013 11:22:59 +1300
Subject: [rt-users]
 =?utf-8?q?Could_someone_help_a_newb_evaluating_RT_with?=
 =?utf-8?q?_email_setup=3F?=
In-Reply-To: <F29439DECCB52B42A0D6B9071C68A5B90FBA48F9@CSMAGEX1.us.ecc.ads>
References: <F29439DECCB52B42A0D6B9071C68A5B90FBA0AF9@CSMAGEX1.us.ecc.ads>
	<d962642a4b90ca22a93a9cd953f8cbfd@guise.net.nz>
	<F29439DECCB52B42A0D6B9071C68A5B90FBA2006@CSMAGEX1.us.ecc.ads>
	<f869c66e1e30dbb2fce64bf4336eff58@guise.net.nz>
	<F29439DECCB52B42A0D6B9071C68A5B90FBA3686@CSMAGEX1.us.ecc.ads>
	<a055b12653a78fbc078704e077501df9@guise.net.nz>
	<F29439DECCB52B42A0D6B9071C68A5B90FBA48F9@CSMAGEX1.us.ecc.ads>
Message-ID: <7cdde739cea0ad1057d28b97d5e38b70@guise.net.nz>

 

So what I think you need now is a smarthost to relay the mail back,
we use this method in our setup. This is simple by adding a line to the
postfix main.cf. 

relayhost = {exchangeserver}.{domain.com}:25


Replacing {exchangeserver} and {domain.com} with their correct values.
Restart Postfix and give it another try :) 
---

REGARDS,

AARON GUISE


aaron at guise.net.nz

On 2013-02-20 11:15, John Buell wrote: 

> Changed
/etc/mailname and /etc/hostname and then?. 
> 
> Yes, postfix seems to
be part of the problem - it was rejecting the messages relayed to
rt at rt.countrysampler.com but has quit doing that after I changed
main.cf. So this is progress! I've got tickets, I can send email to
create new tickets, but I'm not getting replies to go anywhere when
ownership of a ticket is changed or a ticket is marked resolved. Is
there a procedure of going through the Scrips that I missed somehow? 
>

> Thanks for all the help Aaron! 
> 
> FROM:
rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] ON BEHALF OF Aaron
Guise
> SENT: Tuesday, February 19, 2013 3:37 PM
> TO:
rt-users at lists.bestpractical.com
> SUBJECT: Re: [rt-users] Could someone
help a newb evaluating RT with email setup? 
> 
> ahhh, check
/etc/mailname 
> 
> I know postfix uses that to determine whether it
will accept mail for that domain. Exim is no doubt similar :) 
> 
> You
should change that file to read rt.countrysampler.com 
> 
> --- 
> 
>
REGARDS,
> 
> AARON GUISE
> 
> AARON at GUISE.NET.NZ
> ?
> 
> On 2013-02-20
10:31, John Buell wrote: 
> 
>> Oddly enough, I'm not getting any
bounced messages, whether to the local root account, the account as
defined in rt (stcadmin at countrysampler.com) or to my account (this one)
when I enter/change tickets. However, using my local admin account
(buelljd) on the Ubuntu box and mailing rt at localhost worked just fine.

>> 
>> The system was using exim, I'm changing it to postfix. 
>> 
>> I
finally got this from Outlook: 
>> 
>> DELIVERY HAS FAILED TO THESE
RECIPIENTS OR GROUPS: 
>> 
>> Request Tracker
(rt at rt.countrysampler.com)
>> Your message wasn't delivered due to a
permission or security issue. It may have been rejected by a moderator,
the address may only accept e-mail from certain senders, or another
restriction may be preventing delivery.
>> 
>> The following
organization rejected your message: csmaghpserver. 
>> 
>> DIAGNOSTIC
INFORMATION FOR ADMINISTRATORS: 
>> 
>> Generating server:
CSMAGEX1.us.ecc.ads 
>> 
>> rt at rt.countrysampler.com
>> csmaghpserver
#554 5.7.1 <rt at rt.countrysampler.com>: Relay access denied ## 
>> 
>>
Original message headers: 
>> 
>> Received: from CSMAGEX1.us.ecc.ads
([::1]) by CSMAGEX1.us.ecc.ads ([::1]) with
>> mapi id 14.01.0438.000;
Tue, 19 Feb 2013 12:02:17 -0600
>> Content-Type: multipart/mixed;
>>
boundary="_000_F29439DECCB52B42A0D6B9071C68A5B90FBA1F4FCSMAGEX1useccad_"
>>
From: John Buell <jbuell at countrysampler.com>
>> To: Request Tracker
<rt at rt.countrysampler.com>
>> Subject: Test
>> Thread-Topic: Test
>>
Thread-Index: Ac4Oyz1cSIzIuAUcTNu2u7ZjLDAizg==
>> Date: Tue, 19 Feb 2013
18:02:16 +0000
>> Message-ID:
<F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F at CSMAGEX1.us.ecc.ads>
>>
Accept-Language: en-US
>> Content-Language: en-US
>> X-MS-Has-Attach:
>>
X-MS-TNEF-Correlator:
<F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F at CSMAGEX1.us.ecc.ads>
>>
x-originating-ip: [10.1.15.145]
>> MIME-Version: 1.0
>> 
>> So I changed
the entry in /etc/hosts from 'csmaghpserver' to 'rt' 
>> 
>> FROM:
rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] ON BEHALF OF Aaron
Guise
>> SENT: Tuesday, February 19, 2013 2:13 PM
>> TO:
rt-users at lists.bestpractical.com
>> SUBJECT: Re: [rt-users] Could
someone help a newb evaluating RT with email setup? 
>> 
>> Hi John, 
>>

>> What mail system have you got on the RT box? Myself I use postfix as
my preferred solution. 
>> 
>> Also when sending an email to any of the
contacts you created do you get a bounce at all? That information would
be useful in solving this. 
>> 
>> --- 
>> 
>> REGARDS,
>> 
>> AARON
GUISE
>> 
>> AARON at GUISE.NET.NZ
>> ?
>> 
>> On 2013-02-20 07:43, John
Buell wrote: 
>> 
>>> Thanks Aaron, this was a huge step forward for me!
I've got regular aliases for correspond and comment aliases for comments
on my RT box, a connector on Exchange, contacts on Exchange, but I'm
still not getting email. I'm not sure what to look at, but if anyone has
time to look at a few screenshots, I posted a new gallery on a personal
site of mine: 
>>> 
>>>
http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908 [1]

>>> 
>>> If, on the other hand, you need more information about my
network setup (since rt.countrysampler.com is only available within our
firewall), please let me know that too. So far I'm really liking this
product and our managers seem pleased with it too. 
>>> 
>>> FROM:
rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] ON BEHALF OF Aaron
Guise
>>> SENT: Monday, February 18, 2013 9:05 PM
>>> TO:
rt-users at lists.bestpractical.com
>>> SUBJECT: Re: [rt-users] Could
someone help a newb evaluating RT with email setup? 
>>> 
>>> I have put
some further detail on the Request Tracker wiki @
http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT
[2] 
>>> 
>>> --- 
>>> 
>>> REGARDS,
>>> 
>>> AARON GUISE
>>> 
>>>
AARON at GUISE.NET.NZ
>>> ?
>>> 
>>> On 2013-02-19 10:25, John Buell wrote:

>>> 
>>>> I've got most of a skeletal set up done, I think. I'm using
an old HP server box with Ubuntu 12.04 installed. Rather than running
the rt in the Ubuntu software repository though, I went ahead and
downloaded 4.0.10 myself and installed it and all of the perl modules.
I'm only intending the web server portion to be available within our
local network (so I haven't enabled SSL), though I did go ahead and make
a dns entry for rt.countrysampler.com so that it resolves to the correct
internal IP address.
>>>> 
>>>> Web configuration went ok, MySQL
configuration went ok (I've used MySQL before as the backend for another
vendor's ticket system), I just can't for the life of me figure out how
to get RT to talk to our Exchange 2010 server. I've got the root user
enabled (for the moment), myself set up within RT as a privileged user,
and all of my employees (38) entered. I have 14 departments set up, so
that I can track who has the most problems. I've added eight ticket
queues (hardware, software, phones, etc) and have been setting up the
appropriate permissions so that people can sign in and create tickets.
As the lone privileged user, I'm the only one that can close/modify the
tickets once entered. So far so good.
>>>> 
>>>> We have an Exchange
2010 server running on a virtual machine (Hyper-V) that would be able to
listen for and respond to email. I've gone through some documentation
I've found online, but most everything seems to be for older versions of
Exchange. I've created a dedicated user account to be the
sender/reply-to for all messages generated through RT
(stcadmin at countrysampler.com), but where on Earth do I set it up so that
RT and Exchange are talking?
>>>> 
>>>> I realize these sorts of things
must have been asked a million times before, and for that I apologize,
but if I could find a couple quick config files or something, I wouldn't
harass you folks. :)
>>>> 
>>>> Thanks in advance,
>>>> 
>>>> John
Buell
>>>> 
>>>> Systems Administrator
>>>> 
>>>> Country Sampler
LLC
>>>> 
>>>> 707 Kautz Road
>>>> 
>>>> St. Charles, IL 60174
>>>>

>>>> (630) 762-7806
 

Links:
------
[1]
http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908
[2]
http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT
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From rgk at pacelabs.com  Tue Feb 19 17:23:59 2013
From: rgk at pacelabs.com (Rolf Krogstad)
Date: Tue, 19 Feb 2013 22:23:59 +0000 (UTC)
Subject: [rt-users] URL Error after upgrading to rt4
References: <4EFC678E.1090400@cesca.cat>
	<1325217926.62148.YahooMailNeo@web29012.mail.ird.yahoo.com>
	<1325572408.57234.YahooMailNeo@web29010.mail.ird.yahoo.com>
	<loom.20130214T231753-873@post.gmane.org>
	<511D6811.1050303@marchex.com>
Message-ID: <loom.20130219T232245-177@post.gmane.org>

Tim Wiley <tim <at> marchex.com> writes:

> 
> 
> Is this user dependent on the same machine?  Or is each user on a 
> different workstation?  It sounds more like something that is machine 
> dependent, not user dependent.
> 

This happens if I log in as both users from the same machine.
Rolf



From trs at bestpractical.com  Tue Feb 19 17:32:25 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 19 Feb 2013 14:32:25 -0800
Subject: [rt-users] URL Error after upgrading to rt4
In-Reply-To: <B89A54C7F08E894CBA881F53986A8AAE4AC4C4BB29@DCSERVER.minecorp.local>
References: <loom.20130214T231753-873@post.gmane.org>
	<20130214224917.GA1773@jibsheet.com>
	<loom.20130219T215217-980@post.gmane.org>
	<B89A54C7F08E894CBA881F53986A8AAE4AC4C4BB29@DCSERVER.minecorp.local>
Message-ID: <5123FD79.1080200@bestpractical.com>

On 02/19/2013 02:09 PM, Chris O'Kelly wrote:
> Hi Rolf,
> 
> It looks like you are missing the closing quotes on the line you inserted:
> 
>         I insert as line #2
>         use lib "/opt/rt4/lib/RT;
> 
> should be
> 
>         use lib "/opt/rt4/lib/RT";

The lib line should point only to "/opt/rt4/lib" not the "RT/" directory
beneath it.



From craig at 2ndquadrant.com  Tue Feb 19 17:39:32 2013
From: craig at 2ndquadrant.com (Craig Ringer)
Date: Wed, 20 Feb 2013 06:39:32 +0800
Subject: [rt-users] Getting relative time in a template,
 configuring SLA and SLA alerting [SOLVED]
In-Reply-To: <20130219144813.GE1773@jibsheet.com>
References: <51230196.8070306@2ndquadrant.com>
	<20130219144813.GE1773@jibsheet.com>
Message-ID: <5123FF24.7020407@2ndquadrant.com>


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Hash: SHA1

On 02/19/2013 10:48 PM, Kevin Falcone wrote:
> On Tue, Feb 19, 2013 at 12:37:42PM +0800, Craig Ringer wrote:
>> {
>> my $d = RT::Date->new(RT::SystemUser);
>> $d->Set(Format=>'ISO', Value=>$Ticket->Due, Timezone=>"GMT");
>> our $tdiff = $d->AgeAsString();
>
> You can just say $ticket->DueObj->AgeAsString if you want to tighten
> this up.
>
> When you want to replicate something RT does in core in the search
> results, you can take a quick look at share/html/Elements/*/ColumnMap
> (so look in RT__Ticket/ColumnMap for the DueRelative sub)

Thankyou for the advice. I'll amend the wiki with both points.

- -- 
 Craig Ringer                   http://www.2ndQuadrant.com/
 PostgreSQL Development, 24x7 Support, Training & Services
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From jbuell at countrysampler.com  Tue Feb 19 17:43:07 2013
From: jbuell at countrysampler.com (John Buell)
Date: Tue, 19 Feb 2013 22:43:07 +0000
Subject: [rt-users] Could someone help a newb evaluating RT with email
 setup?
In-Reply-To: <7cdde739cea0ad1057d28b97d5e38b70@guise.net.nz>
References: <F29439DECCB52B42A0D6B9071C68A5B90FBA0AF9@CSMAGEX1.us.ecc.ads>
	<d962642a4b90ca22a93a9cd953f8cbfd@guise.net.nz>
	<F29439DECCB52B42A0D6B9071C68A5B90FBA2006@CSMAGEX1.us.ecc.ads>
	<f869c66e1e30dbb2fce64bf4336eff58@guise.net.nz>
	<F29439DECCB52B42A0D6B9071C68A5B90FBA3686@CSMAGEX1.us.ecc.ads>
	<a055b12653a78fbc078704e077501df9@guise.net.nz>
	<F29439DECCB52B42A0D6B9071C68A5B90FBA48F9@CSMAGEX1.us.ecc.ads>
	<7cdde739cea0ad1057d28b97d5e38b70@guise.net.nz>
Message-ID: <F29439DECCB52B42A0D6B9071C68A5B90FBA4C03@CSMAGEX1.us.ecc.ads>

My last reply didn?t go to the list, sorry about that. But Aaron hit the nail right on the head. It?s been a while since I?ve been administrator of a postfix box, but it?s coming back to me in floods. ?

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Guise
Sent: Tuesday, February 19, 2013 4:23 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?


So what I think you need now is a smarthost to relay the mail back, we use this method in our setup.  This is simple by adding a line to the postfix main.cf.

relayhost = {exchangeserver}.{domain.com}:25

Replacing {exchangeserver} and {domain.com} with their correct values.  Restart Postfix and give it another try :)
---

Regards,

Aaron Guise

[http://www.guise.net.nz/images/signatures/email.gif]aaron at guise.net.nz<mailto:aaron at guise.net.nz>

[http://www.guise.net.nz/images/signatures/VMW-LGO-CERTIFIED-PRO-5-K.png]  [http://www.guise.net.nz/images/signatures/itil_logo.gif]   [http://www.guise.net.nz/images/signatures/officiallogo-nd-25.jpg]   [http://www.guise.net.nz/images/signatures/ubuntu.png]

On 2013-02-20 11:15, John Buell wrote:
Changed /etc/mailname and /etc/hostname and then?.

Yes, postfix seems to be part of the problem ? it was rejecting the messages relayed to rt at rt.countrysampler.com<mailto:rt at rt.countrysampler.com> but has quit doing that after I changed main.cf. So this is progress! I?ve got tickets, I can send email to create new tickets, but I?m not getting replies to go anywhere when ownership of a ticket is changed or a ticket is marked resolved. Is there a procedure of going through the Scrips that I missed somehow?

Thanks for all the help Aaron!

From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Guise
Sent: Tuesday, February 19, 2013 3:37 PM
To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?


ahhh,  check /etc/mailname

I know postfix uses that to determine whether it will accept mail for that domain.  Exim is no doubt similar :)



You should change that file to read rt.countrysampler.com<mailto:rt at rt.countrysampler.com>


---

Regards,

Aaron Guise

[Image removed by sender.]aaron at guise.net.nz<mailto:aaron at guise.net.nz>

[Image removed by sender.]  [Image removed by sender.]   [Image removed by sender.]   [Image removed by sender.]



On 2013-02-20 10:31, John Buell wrote:
Oddly enough, I?m not getting any bounced messages, whether to the local root account, the account as defined in rt (stcadmin at countrysampler.com<mailto:stcadmin at countrysampler.com>) or to my account (this one) when I enter/change tickets. However, using my local admin account (buelljd) on the Ubuntu box and mailing rt at localhost worked just fine.

The system was using exim, I?m changing it to postfix.

I finally got this from Outlook:
Delivery has failed to these recipients or groups:

Request Tracker (rt at rt.countrysampler.com)<mailto:rt at rt.countrysampler.com>
Your message wasn't delivered due to a permission or security issue. It may have been rejected by a moderator, the address may only accept e-mail from certain senders, or another restriction may be preventing delivery.



The following organization rejected your message: csmaghpserver.

Diagnostic information for administrators:

Generating server: CSMAGEX1.us.ecc.ads

rt at rt.countrysampler.com<mailto:rt at rt.countrysampler.com>
csmaghpserver #554 5.7.1 <rt at rt.countrysampler.com<mailto:rt at rt.countrysampler.com>>: Relay access denied ##

Original message headers:

Received: from CSMAGEX1.us.ecc.ads ([::1]) by CSMAGEX1.us.ecc.ads ([::1]) with
mapi id 14.01.0438.000; Tue, 19 Feb 2013 12:02:17 -0600
Content-Type: multipart/mixed;
            boundary="_000_F29439DECCB52B42A0D6B9071C68A5B90FBA1F4FCSMAGEX1useccad_"
From: John Buell <jbuell at countrysampler.com<mailto:jbuell at countrysampler.com>>
To: Request Tracker <rt at rt.countrysampler.com<mailto:rt at rt.countrysampler.com>>
Subject: Test
Thread-Topic: Test
Thread-Index: Ac4Oyz1cSIzIuAUcTNu2u7ZjLDAizg==
Date: Tue, 19 Feb 2013 18:02:16 +0000
Message-ID: <F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F at CSMAGEX1.us.ecc.ads<mailto:F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F at CSMAGEX1.us.ecc.ads>>
Accept-Language: en-US
Content-Language: en-US
X-MS-Has-Attach:
X-MS-TNEF-Correlator: <F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F at CSMAGEX1.us.ecc.ads<mailto:F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F at CSMAGEX1.us.ecc.ads>>
x-originating-ip: [10.1.15.145]
MIME-Version: 1.0



So I changed the entry in /etc/hosts from ?csmaghpserver? to ?rt?

From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Guise
Sent: Tuesday, February 19, 2013 2:13 PM
To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?


Hi John,

What mail system have you got on the RT box?  Myself I use postfix as my preferred solution.

Also when sending an email to any of the contacts you created do you get a bounce at all?  That information would be useful in solving this.




---

Regards,

Aaron Guise

[Image removed by sender.]aaron at guise.net.nz<mailto:aaron at guise.net.nz>

[Image removed by sender.]  [Image removed by sender.]   [Image removed by sender.]   [Image removed by sender.]

On 2013-02-20 07:43, John Buell wrote:
Thanks Aaron, this was a huge step forward for me! I?ve got regular aliases for correspond and comment aliases for comments on my RT box, a connector on Exchange, contacts on Exchange, but I?m still not getting email. I?m not sure what to look at, but if anyone has time to look at a few screenshots, I posted a new gallery on a personal site of mine:

http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908

If, on the other hand, you need more information about my network setup (since rt.countrysampler.com is only available within our firewall), please let me know that too. So far I?m really liking this product and our managers seem pleased with it too.

From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Guise
Sent: Monday, February 18, 2013 9:05 PM
To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?


I have put some further detail on the Request Tracker wiki @ http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT


---

Regards,

Aaron Guise

[Image removed by sender.]aaron at guise.net.nz<mailto:aaron at guise.net.nz>

[Image removed by sender.]  [Image removed by sender.]   [Image removed by sender.]   [Image removed by sender.]



On 2013-02-19 10:25, John Buell wrote:

I've got most of a skeletal set up done, I think. I'm using an old HP server box with Ubuntu 12.04 installed. Rather than running the rt in the Ubuntu software repository though, I went ahead and downloaded 4.0.10 myself and installed it and all of the perl modules. I'm only intending the web server portion to be available within our local network (so I haven't enabled SSL), though I did go ahead and make a dns entry for rt.countrysampler.com so that it resolves to the correct internal IP address.



Web configuration went ok, MySQL configuration went ok (I've used MySQL before as the backend for another vendor's ticket system), I just can't for the life of me figure out how to get RT to talk to our Exchange 2010 server. I've got the root user enabled (for the moment), myself set up within RT as a privileged user, and all of my employees (38) entered. I have 14 departments set up, so that I can track who has the most problems. I've added eight ticket queues (hardware, software, phones, etc) and have been setting up the appropriate permissions so that people can sign in and create tickets. As the lone privileged user, I'm the only one that can close/modify the tickets once entered. So far so good.



We have an Exchange 2010 server running on a virtual machine (Hyper-V) that would be able to listen for and respond to email. I've gone through some documentation I've found online, but most everything seems to be for older versions of Exchange. I've created a dedicated user account to be the sender/reply-to for all messages generated through RT (stcadmin at countrysampler.com<mailto:stcadmin at countrysampler.com>), but where on Earth do I set it up so that RT and Exchange are talking?



I realize these sorts of things must have been asked a million times before, and for that I apologize, but if I could find a couple quick config files or something, I wouldn't harass you folks. :)



Thanks in advance,

John Buell

Systems Administrator

Country Sampler LLC

707 Kautz Road

St. Charles, IL 60174

(630) 762-7806















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From craig at 2ndquadrant.com  Tue Feb 19 17:52:08 2013
From: craig at 2ndquadrant.com (Craig Ringer)
Date: Wed, 20 Feb 2013 06:52:08 +0800
Subject: [rt-users] Could someone help a newb evaluating RT with email
 setup?
In-Reply-To: <7cdde739cea0ad1057d28b97d5e38b70@guise.net.nz>
References: <F29439DECCB52B42A0D6B9071C68A5B90FBA0AF9@CSMAGEX1.us.ecc.ads>
	<d962642a4b90ca22a93a9cd953f8cbfd@guise.net.nz>
	<F29439DECCB52B42A0D6B9071C68A5B90FBA2006@CSMAGEX1.us.ecc.ads>
	<f869c66e1e30dbb2fce64bf4336eff58@guise.net.nz>
	<F29439DECCB52B42A0D6B9071C68A5B90FBA3686@CSMAGEX1.us.ecc.ads>
	<a055b12653a78fbc078704e077501df9@guise.net.nz>
	<F29439DECCB52B42A0D6B9071C68A5B90FBA48F9@CSMAGEX1.us.ecc.ads>
	<7cdde739cea0ad1057d28b97d5e38b70@guise.net.nz>
Message-ID: <51240218.90905@2ndquadrant.com>

Hi

I'm using a similar setup here, and find that it works very well. My
configuration is:

* Addresses are aliases on top-level domain that redirect to same
address name on subdomain
* Subdomain is defined in DNS with a single MX record pointing to the
subdomain name, which has an A record pointing to the RT host
* Postfix configured to use a smarthost with SMTP+TLS and authentication
for outbound mail

The aliases rewrite the destination addresses so I don't have to play
games with telling Postfix that it handles mail for the top level domain
by putting it in `mydestination`. Nor did I have to change postfix's
`origin`; you can set the email sender address in RT, so it's quite fine
for postfix to announce its self as the subdomain while delivering mail
with "From:" headers of the main domain. The user never sees the
subdomain addresses in email.

All I had to do was add:

relayhost = [my.smtp.smarthost]:587
smtp_sasl_auth_enable = yes 
smtp_sasl_password_maps = hash:/etc/postfix/maps/relay_password 
smtp_sasl_security_options =   

to main.cf, create /etc/postfix/maps/relay_password as:

my.smtp.smarthost   smtp-username:smtp-password

and postmap it. Then for each of my queues I just entered the top-level
domain aliases for the correspond and comment addresses, so RT would use
these correctly in outbound mail.

Hope this is useful.

--
Craig Ringer


From jbuell at countrysampler.com  Tue Feb 19 17:55:31 2013
From: jbuell at countrysampler.com (John Buell)
Date: Tue, 19 Feb 2013 22:55:31 +0000
Subject: [rt-users] Still not getting all status changes/updates
Message-ID: <F29439DECCB52B42A0D6B9071C68A5B90FBA4CC2@CSMAGEX1.us.ecc.ads>

I'm still wondering if I'm missing something in Scrips or some other setting. While the user gets a message when their ticket is created, whether via the web interface or via email, when anything is done to the ticket, they get no updates. The terminal window on the Ubuntu box is still showing a lot of "No recipients found. Not sending." messages. I could post another screenshot sample later if that'll help.


From jbuell at countrysampler.com  Tue Feb 19 17:57:03 2013
From: jbuell at countrysampler.com (John Buell)
Date: Tue, 19 Feb 2013 22:57:03 +0000
Subject: [rt-users] Could someone help a newb evaluating RT with email
 setup?
In-Reply-To: <51240218.90905@2ndquadrant.com>
References: <F29439DECCB52B42A0D6B9071C68A5B90FBA0AF9@CSMAGEX1.us.ecc.ads>
	<d962642a4b90ca22a93a9cd953f8cbfd@guise.net.nz>
	<F29439DECCB52B42A0D6B9071C68A5B90FBA2006@CSMAGEX1.us.ecc.ads>
	<f869c66e1e30dbb2fce64bf4336eff58@guise.net.nz>
	<F29439DECCB52B42A0D6B9071C68A5B90FBA3686@CSMAGEX1.us.ecc.ads>
	<a055b12653a78fbc078704e077501df9@guise.net.nz>
	<F29439DECCB52B42A0D6B9071C68A5B90FBA48F9@CSMAGEX1.us.ecc.ads>
	<7cdde739cea0ad1057d28b97d5e38b70@guise.net.nz>
	<51240218.90905@2ndquadrant.com>
Message-ID: <F29439DECCB52B42A0D6B9071C68A5B90FBA4CEF@CSMAGEX1.us.ecc.ads>

Interesting. I just did a single A record locally for the rt host, didn't change or set a new mx record at all, and I've just let postfix and Exchange 2010 sort it out. Step by step, the instructions that Aaron set up on the Wiki worked perfectly for Exchange 2010 as well. I think it was just my lack of not having used postfix in a while that got me. :)

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Craig Ringer
Sent: Tuesday, February 19, 2013 4:52 PM
To: Aaron Guise
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?

Hi

I'm using a similar setup here, and find that it works very well. My configuration is:

* Addresses are aliases on top-level domain that redirect to same address name on subdomain
* Subdomain is defined in DNS with a single MX record pointing to the subdomain name, which has an A record pointing to the RT host
* Postfix configured to use a smarthost with SMTP+TLS and authentication for outbound mail

The aliases rewrite the destination addresses so I don't have to play games with telling Postfix that it handles mail for the top level domain by putting it in `mydestination`. Nor did I have to change postfix's `origin`; you can set the email sender address in RT, so it's quite fine for postfix to announce its self as the subdomain while delivering mail with "From:" headers of the main domain. The user never sees the subdomain addresses in email.

All I had to do was add:

relayhost = [my.smtp.smarthost]:587
smtp_sasl_auth_enable = yes
smtp_sasl_password_maps = hash:/etc/postfix/maps/relay_password 
smtp_sasl_security_options =   

to main.cf, create /etc/postfix/maps/relay_password as:

my.smtp.smarthost   smtp-username:smtp-password

and postmap it. Then for each of my queues I just entered the top-level domain aliases for the correspond and comment addresses, so RT would use these correctly in outbound mail.

Hope this is useful.

--
Craig Ringer


--
RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html

Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T


From aaron at guise.net.nz  Tue Feb 19 18:00:23 2013
From: aaron at guise.net.nz (Aaron Guise)
Date: Wed, 20 Feb 2013 12:00:23 +1300
Subject: [rt-users] Still not getting all status changes/updates
In-Reply-To: <F29439DECCB52B42A0D6B9071C68A5B90FBA4CC2@CSMAGEX1.us.ecc.ads>
References: <F29439DECCB52B42A0D6B9071C68A5B90FBA4CC2@CSMAGEX1.us.ecc.ads>
Message-ID: <92d8d2e0441075d317d60a1e1f3ff2c6@guise.net.nz>

 

The "No recipients found. Not sending." Message is caused from
memory where there are no recipients. For example you are the owner of
ticket and requestor also. RT by default will not notify the actor as
you already know what you did :). 

If this is the case then to test you
could logout and make an update with another account, root for example
and that should send the mail :) 
---

REGARDS,

AARON GUISE


aaron at guise.net.nz

On 2013-02-20 11:55, John Buell wrote: 

> I'm still
wondering if I'm missing something in Scrips or some other setting.
While the user gets a message when their ticket is created, whether via
the web interface or via email, when anything is done to the ticket,
they get no updates. The terminal window on the Ubuntu box is still
showing a lot of "No recipients found. Not sending." messages. I could
post another screenshot sample later if that'll help.
 
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From rgk at pacelabs.com  Tue Feb 19 18:21:31 2013
From: rgk at pacelabs.com (Rolf Krogstad)
Date: Tue, 19 Feb 2013 23:21:31 +0000 (UTC)
Subject: [rt-users] URL Error after upgrading to rt4
References: <loom.20130214T231753-873@post.gmane.org>
	<20130214224917.GA1773@jibsheet.com>
	<loom.20130219T215217-980@post.gmane.org>
	<B89A54C7F08E894CBA881F53986A8AAE4AC4C4BB29@DCSERVER.minecorp.local>
Message-ID: <loom.20130220T001936-436@post.gmane.org>

Chris O'Kelly <Chris.okelly <at> minecorp.com.au> writes:

> 
> Hi Rolf,
> 
> It looks like you are missing the closing quotes on the line you inserted:
> 
>         I insert as line #2
>         use lib "/opt/rt4/lib/RT;
> 
> should be
> 
>         use lib "/opt/rt4/lib/RT";
> 
> The error message eludes to this by:
> 
>         (Might be a runaway multi-line "" string starting on line 2)
> 
> Regards
> 
> Regards
> 
> Chris O'Kelly
> Systems & Web Administrator
> Minecorp Australia
> 
> 
> 


Thanks - that and taking RT out of the lib path fixes the compile.
.
.
.
.
.
..






From rgk at pacelabs.com  Tue Feb 19 18:37:09 2013
From: rgk at pacelabs.com (Rolf Krogstad)
Date: Tue, 19 Feb 2013 23:37:09 +0000 (UTC)
Subject: [rt-users] URL Error after upgrading to rt4
References: <loom.20130214T231753-873@post.gmane.org>
	<20130214224917.GA1773@jibsheet.com>
	<loom.20130219T215217-980@post.gmane.org>
	<B89A54C7F08E894CBA881F53986A8AAE4AC4C4BB29@DCSERVER.minecorp.local>
	<5123FD79.1080200@bestpractical.com>
Message-ID: <loom.20130220T002347-999@post.gmane.org>

Thomas Sibley <trs <at> bestpractical.com> writes:

> 
> On 02/19/2013 02:09 PM, Chris O'Kelly wrote:
> > Hi Rolf,
> > 
> > It looks like you are missing the closing quotes on the line you inserted:
> > 
> >         I insert as line #2
> >         use lib "/opt/rt4/lib/RT;
> > 
> > should be
> > 
> >         use lib "/opt/rt4/lib/RT";
> 
> The lib line should point only to "/opt/rt4/lib" not the "RT/" directory
> beneath it.
> 

RESOLVED

Thanks, those two suggestions got me a clean compile.
I am not sure if the script made a difference or not.
Here is what I am seeing:
Ticket 2792 when run from the Quick Search pane - I click on the Queue and 
then on the Ticket it works.

If I click on Ticket 2792 from a personal Query of the user then it inserts 
the "rt3" in the URL.  This user has a query to look for open Queries.
Running that generated the wrong URL.

So I deleted the Query and regenerated it and now it works.

Thanks to all for your assistance

Rolf    

NR0T)





From chrisherrmann7 at gmail.com  Tue Feb 19 19:00:59 2013
From: chrisherrmann7 at gmail.com (Chris Herrmann)
Date: Wed, 20 Feb 2013 11:00:59 +1100
Subject: [rt-users] Could someone help a newb evaluating RT with email setup?
Message-ID: <CAE+JXUU0AyzY4tgAVvyDswkLcZ7m3cqiWL-BR8RwTa0hLR=GGQ@mail.gmail.com>

We use Exchange 2007 <-> RT, setup should be the same in 2010.

- We're using exim because it can be configured to accept emails on a
per queue basis. Exim config looks like:

=============
router/310_rt
-----------------------
request_tracker3:
  debug_print = "R: request_tracker3 for \
                    $local_part$local_part_suffix@$domain \
                    (calling ${substr_1:${if eq{$local_part_suffix}{}\
                                       {-correspond}\
                                       {$local_part_suffix}}})"
  driver = redirect
  domains = +rt3_domains
  local_parts = mysql; QUEUENAME_QUERY
  local_part_suffix = -comment
  local_part_suffix_optional
  pipe_transport = request_tracker3_pipe
  data = "|/usr/bin/rt-mailgate \
           --queue \"${lookup mysql{QUEUENAME_QUERY}}\" \
           --action ${substr_1:${if eq{$local_part_suffix}{}\
                                        {-correspond}\
                                        {$local_part_suffix}}} \
           --url RT3_URL"
  user = www-data

==========
transport/30-rt:
-----------------
request_tracker3_pipe:
  debug_print = "T: request_tracker3_pipe for $local_part@$domain"
  driver = pipe
  return_fail_output
  allow_commands = /usr/bin/rt-mailgate

=========
main/10_rt
----------------
QUEUENAME_QUERY   = \
                SELECT Name FROM Queues WHERE \
                CorrespondAddress =
'${quote_mysql:$local_part}@${quote_mysql:$domain}' \
                AND Disabled = '0'

hide mysql_servers = {mysqlserver}/{rtdb}/{rtuser}/{rtpass}

domainlist rt3_domains = myrtserver.mydomain.com: mydomain.com :
helpdesk.mydomain.com : otherdomainhandledbyrt.com

RT3_URL = https://myrt.mydomain.com/
-----------------

(we're using RT3.8 series still, hopefully someone can fill in if this
setup still works in RT4)


- In Exchange you configure a contact as
"myrtqueue at myrthost.mydomain.com". So if someone then emails
"myrtqueue at mydomain.com" it will be correctly forwarded to the RT
host. Exim will then pick it up, and inject it into the correct queue
via rt-mailgate.
- You should configure the default email address in Exchange to be
"myrtqueue at mydomain.com" and not "myrtqueue at myrthost.mydomain.com"
- You obviously need to create the queue in RT, and configure the
email addresses for the queue to match those specified in Exchange
- You need to allow inbound SMTP to your RT host from Exchange and
allow RT to use Exchange as a smarthost out

Let me know how you go,

Regards,

Chris


From jenny at ebi.ac.uk  Tue Feb 19 19:32:53 2013
From: jenny at ebi.ac.uk (Jenny Martin)
Date: Wed, 20 Feb 2013 00:32:53 +0000
Subject: [rt-users] RT_SID cookie not invalidated at logout
Message-ID: <512419B5.8060002@ebi.ac.uk>

I use RT on several computers, and found that changes I made to RT-at-a-glance
on one were not seen when I re-logged in on another.  The browser is presenting
the RT_SID cookie from a previous session, and RT then seems to use the cached
RT-at-a-glance data perhaps from /opt/rt4/var/session_data.

Also if I logout of RT and log in again as a different user, the new user is
authenticated correctly and gains the correct rights, but gets the (broken)
RT-at-a-glance settings of the previous user.

I am running RT 4.0.10 with mod_fcgid 2.3.6 and RT-Authen-ExternalAuth ldap
authentication.


From Thomas.Lau at principleone.com  Tue Feb 19 20:37:42 2013
From: Thomas.Lau at principleone.com (Thomas Lau)
Date: Wed, 20 Feb 2013 01:37:42 +0000
Subject: [rt-users] show all CC email address on email
Message-ID: <8BFBF14CE1F57C46A863FE2E8F367A8902A28171@p1hkdcwx04.hk.principleone.com>

Dear All,

Does anyone know how to show all CC email address on the ticket itself when email out?

Thomas Lau
Senior Technology Analyst
Principle One Limited
27/F Kinwick Centre, 32 Hollywood Road, Central, Hong Kong
T  +852 3555 2217     F  +852 3555 2222      M  +852 9880 1217
Hong Kong   .   Singapore   .   Tokyo

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From trs at bestpractical.com  Tue Feb 19 22:24:56 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 19 Feb 2013 19:24:56 -0800
Subject: [rt-users] RT_SID cookie not invalidated at logout
In-Reply-To: <512419B5.8060002@ebi.ac.uk>
References: <512419B5.8060002@ebi.ac.uk>
Message-ID: <51244208.7090300@bestpractical.com>

On 02/19/2013 04:32 PM, Jenny Martin wrote:
> I use RT on several computers, and found that changes I made to RT-at-a-glance
> on one were not seen when I re-logged in on another.  The browser is presenting
> the RT_SID cookie from a previous session, and RT then seems to use the cached
> RT-at-a-glance data perhaps from /opt/rt4/var/session_data.

The configuration of "RT at a glance" is indeed stored in the session.
This means that if you have two sessions, you'll need to logout of the
second and log back in before you'll see changes made by the first.
It's generally a minor annoyance since the configuration of the RT at a
glance page doesn't usually change very often.

RT invalidates the current session on logout, but of course it doesn't
invalidate any other sessions the same user may have otherwise you'd be
logged out of your other devices.

> Also if I logout of RT and log in again as a different user, the new user is
> authenticated correctly and gains the correct rights, but gets the (broken)
> RT-at-a-glance settings of the previous user.

This claim is very different and suggests that RT is mixing sessions
between users.  I doubt that is happening; all previous cases of mixed
sessions between different users was caused by improper caching layers
at the webserver or network level.  Do you have mod_cache enabled in Apache?

Please verify you can reproduce this reliably, and then submit the
reproduction steps.  If possible, include a network trace (using a wire
sniffer or something like Firebug/Web inspector in your browser).

> I am running RT 4.0.10 with mod_fcgid 2.3.6 and RT-Authen-ExternalAuth ldap
> authentication.

Thanks for the RT version; it's good to see someone running the latest
when reporting issues.


From mworia.martin at gmail.com  Wed Feb 20 03:48:32 2013
From: mworia.martin at gmail.com (Martin)
Date: Wed, 20 Feb 2013 08:48:32 +0000 (UTC)
Subject: [rt-users] RT on Ubuntu 12
References: <8CF1D2E37AFC273-2B00-20EC4@webmail-d130.sysops.aol.com>
	<4FE23015.3060207@pacbell.net> <20120620204129.GH1070@jibsheet.com>
	<4FE24C81.5070103@pacbell.net>
	<8CF1DD3C32B2493-2A10-1803@webmail-d130.sysops.aol.com>
	<CAJCD8L86cUq1OjpcbZTJgNAV8CjkJHN0gun2xrV82AHjODGeiA@mail.gmail.com>
	<8CF1DDA499921AA-2A10-1DE9@webmail-d130.sysops.aol.com>
	<CAJCD8L@mail.gmail.com>
Message-ID: <loom.20130220T094721-566@post.gmane.org>

Paul Tomblin <ptomblin <at> xcski.com> writes:

> 
> On Thu, Jun 21, 2012 at 11:33 AM, Borngunners <borngunners <at> aol.com> 
wrote:
> > Can't locate JSON.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib
> > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib /opt/rt4/sbin/../lib
> > /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2
> > /usr/lib/perl5 /us
> 
> If you're missing JSON.pm, then you never ran "make testdeps" and
> "make fixdeps" when you installed.
> 
> Go back and install it properly, following *all* the instructions.
> 


Hi paul

Just wanted to share that i recieved the same error

[Fri Feb 15 18:48:12 2013] [error] [client 202.188.59.1] failed to resolve 
handler `Plack::Handler::Apache2': Can't locate Plack/Handler/Apache2.pm in @INC 
(@INC contains: /etc/perl /usr/local/lib/perl/5.14.2 
/usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 
/usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) at (eval 2) line 
2.\n

So i did

apt-get install libplack-perl

next i also encountered the error Can't locate JSON.pm

guys you should know prior to this i ran make testdeps and all dependencies were 
found

There were other modules missing every time i restarted the apache and i 
installed them before it finally worked


apt-get install libtext-password-pronounceable-perl
apt-get install libjson-perl
apt-get install libregexp-ipv6-perl
apt-get install libregexp-common-net-cidr-perl
apt-get install libdevel-globaldestruction-perl
apt-get install libhtml-mason-psgihandler-perl
apt-get install libcgi-emulate-psgi-perl

Now the problem is i cant login using root and password from the web interface

Some one please give me suggestions.
thanks





From elacour at easter-eggs.com  Wed Feb 20 04:30:52 2013
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 20 Feb 2013 10:30:52 +0100
Subject: [rt-users] Time to close a ticket?
In-Reply-To: <D10FDCB33FAF6049B117BE13FEC910D302C0B5D2A6@Exchange2k8.RCPI.IE>
References: <D10FDCB33FAF6049B117BE13FEC910D302C0B5D2A6@Exchange2k8.RCPI.IE>
Message-ID: <20130220093052.GA4364@easter-eggs.com>

On Mon, Feb 18, 2013 at 03:30:15PM +0000, Richard Eibrand wrote:
>    Hi folks,
> 
>    I?ve been trying to create a report that I currently generate manually.
>    One to the requirements of this report is to calculate the average time to
>    close a ticket.
> 
>    I export the spreadsheet for the time range I am interested in, and then
>    subtract the created date from the resolved date. This gives me a range of
>    numbers from which I can work out the average time to close out a ticket.
> 
>    My question is: Can I do something similar directly within RT?
> 


Yes and no ;)


To my knowledge, there is three ways to do this:

- use the RT extension ActivityReports [1]
- when a ticket is resolved, trigger a scrip that fill a customfield
  (SLA) with the range of resolution time (example: < 1 hour, > 1 hour).
  It should meet your SLA requirements. Then you will be able to use RT
  graphs to show the count of tickets in each SLA range. (also look at
  RT extension SLA[2]). This is very flexible and you can substract
  time stayed in different status like stalled, and even use perl module
  Business::Hours[3]. It does not need a lot of cpu to make this SLA
  value and graph it.
- patch RT graphing system to do what you want, this is a bit more
  tricky and may need a lot of cpu if you want to calculate you're value
  on all ticket when graphing.


[1] http://search.cpan.org/dist/RT-Extension-ActivityReports/ 
[2] http://search.cpan.org/dist/RT-Extension-SLA/
[3] http://search.cpan.org/dist/Business-Hours/


-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From elacour at easter-eggs.com  Wed Feb 20 04:37:31 2013
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 20 Feb 2013 10:37:31 +0100
Subject: [rt-users] show all CC email address on email
In-Reply-To: <8BFBF14CE1F57C46A863FE2E8F367A8902A28171@p1hkdcwx04.hk.principleone.com>
References: <8BFBF14CE1F57C46A863FE2E8F367A8902A28171@p1hkdcwx04.hk.principleone.com>
Message-ID: <20130220093730.GB4364@easter-eggs.com>

On Wed, Feb 20, 2013 at 01:37:42AM +0000, Thomas Lau wrote:
> 
>    Does anyone know how to show all CC email address on the ticket itself
>    when email out?
> 


what do you mean by CC: permanent ticket/queue CC or CC filled when
responding/commenting a ticket?

-> permanent ticket Cc are visible on "People" box on the ticket display
page
-> respond/comment Cc are visible in ticket history, in this
respond/comment headers as RT-Send-CC


what do you mean by showing it? In RT ticket or in outgoing e-mail?


-> in RT: see above
-> in outgoing e-mail, for permanent ticket/queue Cc, you can't, RT send
mail to them using Bcc and the To: header just show that it is sent to
"Ticket Ccs"
-> in outgoing e-mail, for respond/comment Cc, you show them in the Cc
header


-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From elacour at easter-eggs.com  Wed Feb 20 04:41:06 2013
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 20 Feb 2013 10:41:06 +0100
Subject: [rt-users] "time left" field
In-Reply-To: <20130218150420.GL5078@core02.sylphen.com>
References: <20130218150420.GL5078@core02.sylphen.com>
Message-ID: <20130220094105.GC4364@easter-eggs.com>

On Mon, Feb 18, 2013 at 04:04:20PM +0100, Oli wrote:
> Hi,
> 
> i have a question regarding the "time left" field. Is it possible to
> configure that this field will automatically updated by the "time
> worked" field? So when an technician post his work and enters the
> time for it, that this will automatically decrease the "time left"
> value. In short time left = time left - time worked.
> 

I would use the three fields:

- time estimated -> fill it at ticket creation time, manually or
  automatically by a scrip, the way it fit your needs
- time worked -> fill it manually
- time left -> fill it by a scrip each time time worked changes, make it
  equal to "time estimated - time worked"



From cloos at netcologne.de  Wed Feb 20 06:00:49 2013
From: cloos at netcologne.de (Christian Loos)
Date: Wed, 20 Feb 2013 12:00:49 +0100
Subject: [rt-users] Time to close a ticket?
In-Reply-To: <20130220093052.GA4364@easter-eggs.com>
References: <D10FDCB33FAF6049B117BE13FEC910D302C0B5D2A6@Exchange2k8.RCPI.IE>
	<20130220093052.GA4364@easter-eggs.com>
Message-ID: <5124ACE1.8090107@netcologne.de>

Am 20.02.2013 10:30, schrieb Emmanuel Lacour:
> - patch RT graphing system to do what you want, this is a bit more
>   tricky and may need a lot of cpu if you want to calculate you're value
>   on all ticket when graphing.

Part of this I have done for our RT 3.8.6. Attached a patch but DON'T
use this patch, it should you just show what I have done.

There is currently an branch [1] for 4.2 where BPS is working on new
reporting function and I really hope this new functions will land in RT
4.2 as it pushes the RT reporting features to the next level.

[1] https://github.com/bestpractical/rt/tree/4.2/charts-improvments
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From RichardEibrand at RCPI.IE  Wed Feb 20 07:30:10 2013
From: RichardEibrand at RCPI.IE (Richard Eibrand)
Date: Wed, 20 Feb 2013 12:30:10 +0000
Subject: [rt-users] Time to close a ticket?
In-Reply-To: <20130220093052.GA4364@easter-eggs.com>
References: <D10FDCB33FAF6049B117BE13FEC910D302C0B5D2A6@Exchange2k8.RCPI.IE>
	<20130220093052.GA4364@easter-eggs.com>
Message-ID: <D10FDCB33FAF6049B117BE13FEC910D302C0EB9E70@Exchange2k8.RCPI.IE>

Thanks Emmanuel, 

Will take a look them, I'd rather not get jiggy with GD, so I'll explore the other options. 

Thanks again, 

R

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel Lacour
Sent: 20 February 2013 09:31
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Time to close a ticket?

On Mon, Feb 18, 2013 at 03:30:15PM +0000, Richard Eibrand wrote:
>    Hi folks,
> 
>    I?ve been trying to create a report that I currently generate manually.
>    One to the requirements of this report is to calculate the average time to
>    close a ticket.
> 
>    I export the spreadsheet for the time range I am interested in, and then
>    subtract the created date from the resolved date. This gives me a range of
>    numbers from which I can work out the average time to close out a ticket.
> 
>    My question is: Can I do something similar directly within RT?
> 


Yes and no ;)


To my knowledge, there is three ways to do this:

- use the RT extension ActivityReports [1]
- when a ticket is resolved, trigger a scrip that fill a customfield
  (SLA) with the range of resolution time (example: < 1 hour, > 1 hour).
  It should meet your SLA requirements. Then you will be able to use RT
  graphs to show the count of tickets in each SLA range. (also look at
  RT extension SLA[2]). This is very flexible and you can substract
  time stayed in different status like stalled, and even use perl module
  Business::Hours[3]. It does not need a lot of cpu to make this SLA
  value and graph it.
- patch RT graphing system to do what you want, this is a bit more
  tricky and may need a lot of cpu if you want to calculate you're value
  on all ticket when graphing.


[1] http://search.cpan.org/dist/RT-Extension-ActivityReports/ 
[2] http://search.cpan.org/dist/RT-Extension-SLA/
[3] http://search.cpan.org/dist/Business-Hours/


-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


-- 
RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html

Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T

From robert.wysocki at unity.pl  Wed Feb 20 07:45:08 2013
From: robert.wysocki at unity.pl (Robert Wysocki)
Date: Wed, 20 Feb 2013 13:45:08 +0100
Subject: [rt-users] Exclude user from notifications
In-Reply-To: <20130219185430.GH1773@jibsheet.com>
References: <1361257620.4788.38.camel@s-rwysocki>
	<20130219185430.GH1773@jibsheet.com>
Message-ID: <1361364308.19977.9.camel@s-rwysocki>

Dnia 2013-02-19, wto o godzinie 13:54 -0500, Kevin Falcone pisze:
> You could change those notifications over to Notify Group
> notifications, and have that group contain a subset of the AdminCcs.
> You create Notify Group actions using
> /opt/rt4/sbin/rt-email-group-admin which has documentation here
> http://bestpractical.com/rt/docs/latest/rt-email-group-admin.html

I've considered it, but this would require to keep track of AdminCc list
in two places or to create two (or more) AdminCc groups per queue
(depending on kind of notifications each groups' members should
receive).
It seems a bit overcomplicated, still a viable option though.

Regards,
-- 
Robert Wysocki
administrator system?w linuksowych, dba
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 robert.wysocki at unity.pl  Wed Feb 20 07:56:59 2013
From: robert.wysocki at unity.pl (Robert Wysocki)
Date: Wed, 20 Feb 2013 13:56:59 +0100
Subject: [rt-users] No datepicker widget after upgrade
In-Reply-To: <20130219145308.GG1773@jibsheet.com>
References: <1361257633.4788.39.camel@s-rwysocki>
	<20130219145308.GG1773@jibsheet.com>
Message-ID: <1361365019.19977.19.camel@s-rwysocki>

Dnia 2013-02-19, wto o godzinie 09:53 -0500, Kevin Falcone pisze:
> On Tue, Feb 19, 2013 at 08:07:13AM +0100, Robert Wysocki wrote:
> > After upgradeing to 4.0.10 datepicker widget doesn't pop up.
> > Im having no luck locating the problem.
> > Any ideas?
> 
> What did you upgrade from?

4.0.6
My setup consists of local git repository in /opt/rt4.
I have a "vanilla" branch without any local modifications and all
upgrades are being done there. If everything is OK, the upgraded branch
is being merged into "local" branch which has all our local
modifications.
Regardless of the branch RT is run from the same problem occurs.

> Do you have a custom @JSFiles in your RT_SiteConfig.pm?

No customisation there.

> What error do you get in your browser's error console?

No errors, seems like jQuery is just not picking up date input fields.

> What browsers?

Tested with Opera 12.14 (Debian GNU/Linux) and Firefox 18 (Windows 7 and
Debian GNU/Linux).

> Does other JS work in RT (the menus, bookmarking, autocomplete, etc)

Yep. I'm seeing no other problems regarding JS.

Regards,
-- 
Robert Wysocki
administrator system?w linuksowych, dba
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 elacour at easter-eggs.com  Wed Feb 20 08:51:20 2013
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 20 Feb 2013 14:51:20 +0100
Subject: [rt-users] Exclude user from notifications
In-Reply-To: <1361257620.4788.38.camel@s-rwysocki>
References: <1361257620.4788.38.camel@s-rwysocki>
Message-ID: <20130220135120.GF4364@easter-eggs.com>

On Tue, Feb 19, 2013 at 08:07:00AM +0100, Robert Wysocki wrote:
> Hi,
> 
> I would like to exclude one of Queue AdminCc's from a certain
> notifications. The perfect way would be to create a custom role, but
> from what i've googled it is not implemented yet.
> 
> Is there any other way?
> 


the ugly way, create a new Notify action (in local/lib/RT/Action/),
based on RT::Action::Notify that call the Prepare stage of this one and
update @{ $self->{'To'} } (and Cc/Bcc) to remove the unwanted AdminCc.

then use this action in your scrip.



-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From twsnnva at gmail.com  Wed Feb 20 09:06:53 2013
From: twsnnva at gmail.com (Thomas Simmons)
Date: Wed, 20 Feb 2013 09:06:53 -0500
Subject: [rt-users] Odd Account Behavior after Active Directory Migration
Message-ID: <CAP_D-Nh+tax5TZHco7OsQ-7zcMwTVeCYR0xqqSxO4ousFShaKg@mail.gmail.com>

Hello All,
I know the subject is not very descriptive, but this problem is hard to
explain in few words.

We recently upgraded our Samba3+OpenLDAP (NT-Style) domain to Samba4
(Active Directory). I have reconfigured all of our services to authenticate
using AD via LDAP, and this is working as expected for most applications.
It's also working for RT (3.6.5), but I am seeing very strange behavior
that I cannot explain. Let's say I have 2 "classes" of users. Users that
used RT before the AD migration and users that have not. The "have not"
group includes users that existed in LDAP before the migration but never
used RT and users that have been created since migrating from OpenLDAP to
AD.

Users that used RT before AD:
These users can email RT, login to the web interface and can be manually
assigned as a requestor on the "people" page. Everything works as expected.

Users that have never used RT:
These users CANNOT email RT (User could not be loaded). They also CANNOT
login to the web interface. They CANNOT be assigned as a requestor on the
people page. However, if they continue emailing RT, after 3-5 tries the
user will be created in RT and the user can then also login and be assigned
as a requestor. The user will only be created if they EMAIL RT 3 times -
attempting to login via the web interface or assigning the user on the
people page 3 times (or 10) does NOT create the user in RT.

I do not even know where to begin with this problem. The connection to AD
seems fine. If I reset a password in AD, RT requires the new
credentials.Users are createdwith the proper
info from AD (that I re-configured in RT_SiteConfig.pm), but the user must send
multiple emails before the account is created.

Thanks,
Thomas
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From juanjillo at gmail.com  Wed Feb 20 10:18:23 2013
From: juanjillo at gmail.com (Juanjo)
Date: Wed, 20 Feb 2013 16:18:23 +0100
Subject: [rt-users] MessageBoxRichText and Internet Explorer 10.
Message-ID: <CACMXBdubcq7hFQJ-3jWYYY4EvAhJ3MFp3sBKX0W-m4VpF0ypng@mail.gmail.com>

Hello Again.

My install: Centos 6.3, PosgreSQL and RT 4.0.5

I recently install Windows 8, and i make a bttery test to our software. RT
works fine, but i can?t write anything if i have the MessageBoxRichText to
1. Internet Explorer 10, only shows the tools of the Rich Text Editor. You
can see a screenshot here:

http://www.picamatic.com/show/2013/02/20/06/06/9052851_829x348.PNG

Any advice?
Are there solved on newer releases?

Kindest Regards.

-- 
Un saludo.
Juanjo Corral
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From Raymond.Corbett at arcproductions.com  Wed Feb 20 10:25:15 2013
From: Raymond.Corbett at arcproductions.com (Raymond Corbett)
Date: Wed, 20 Feb 2013 15:25:15 +0000
Subject: [rt-users] Permissions Questions
Message-ID: <5B09091AD62AE8478802740E5A5E10C3474632@ARCEXCHANGE.arc.local>

Hello all.

Great system.  Slowly I am getting my head around permissions.  However I have a problem with this situation:

I have a User:  Ray

Ray is a member of 3 groups:

*         Group Q1

*         Group Q2

*         Group Q3

These Groups all watch the following Queues:

*         Q1

*         Q2

*         Q3

Each of these Queues have saved searches associated with them.

I now want a Dashboard, let's say it will be called  Ray's Q2 Dashboard.

I want to see the saved searches portal here but I would like it to show only  the Q2  saved searches.

Since Ray watches all three queues, I find that I am getting the Save Searches showing for all the 3 Queues.

Possible to do with the correct Permission settings?



[ARC]<http://www.arcproductions.com/>

Ray Corbett  Technology Projects Manager

p: 416.682.5200 x5232  | f: 416.682.5209
Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4
www.arcproductions.com<http://www.arcproductions.com>



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From senior.unix at gmail.com  Wed Feb 20 10:30:19 2013
From: senior.unix at gmail.com (senior.unix)
Date: Wed, 20 Feb 2013 10:30:19 -0500
Subject: [rt-users] RT4 : create ticket from email
Message-ID: <0DD1E845-7F42-4495-8A75-CA8275BD315D@gmail.com>

I'm having issues trying to create a ticket by sending an email from inside a script to an already existing RT mail queue. This queue is working well and has been for quite some time. I tried this on the command line but it never creates a ticket :

mailx -v -s "TEST email" rt-queue5 at myhost.con < $LOG

I created a user within RT that has writes to create a ticket and I use this user when I send the email. I also have the following set in my RT_SiteConfig.pm :

	Set($AutoCreateNonExternalUsers,    1);

Thanks in advance,
Scott Gruber
Senior UNIX Systems Administrator


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From AlexYoung at HousingPartners.co.uk  Wed Feb 20 10:33:37 2013
From: AlexYoung at HousingPartners.co.uk (Alex Young)
Date: Wed, 20 Feb 2013 15:33:37 -0000
Subject: [rt-users] MessageBoxRichText and Internet Explorer 10.
In-Reply-To: <CACMXBdubcq7hFQJ-3jWYYY4EvAhJ3MFp3sBKX0W-m4VpF0ypng@mail.gmail.com>
References: <CACMXBdubcq7hFQJ-3jWYYY4EvAhJ3MFp3sBKX0W-m4VpF0ypng@mail.gmail.com>
Message-ID: <930F3731A784414087B33E439A555634FA14EF@s-wor-e-001.SCOUTSOFFICE.local>

I have random layout issues in IE10, but the text editor works fine if I
click on the < box in the top right to expand the menu.

Just tried RT with IE10 Compatibility View enabled. Fixed the layout
issues, but broke the text editor just as in your screen shot.

Looks like you may need to run it with Compatibility View disabled, and
live with the minor layout issues.


From robert.wysocki at unity.pl  Wed Feb 20 10:43:28 2013
From: robert.wysocki at unity.pl (Robert Wysocki)
Date: Wed, 20 Feb 2013 16:43:28 +0100
Subject: [rt-users] Exclude user from notifications
In-Reply-To: <20130220135120.GF4364@easter-eggs.com>
References: <1361257620.4788.38.camel@s-rwysocki>
	<20130220135120.GF4364@easter-eggs.com>
Message-ID: <1361375008.19977.22.camel@s-rwysocki>

Dnia 2013-02-20, ?ro o godzinie 14:51 +0100, Emmanuel Lacour pisze:
> the ugly way, create a new Notify action (in local/lib/RT/Action/),
> based on RT::Action::Notify that call the Prepare stage of this one and
> update @{ $self->{'To'} } (and Cc/Bcc) to remove the unwanted AdminCc.
> 
> then use this action in your scrip.

There's a lot of ugly ways of doing this, I'm trying to find to least
ugly one :)

Regards,
-- 
Robert Wysocki
administrator system?w linuksowych, dba
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 juanjillo at gmail.com  Wed Feb 20 10:45:59 2013
From: juanjillo at gmail.com (Juanjo)
Date: Wed, 20 Feb 2013 16:45:59 +0100
Subject: [rt-users] MessageBoxRichText and Internet Explorer 10.
In-Reply-To: <930F3731A784414087B33E439A555634FA14EF@s-wor-e-001.SCOUTSOFFICE.local>
References: <CACMXBdubcq7hFQJ-3jWYYY4EvAhJ3MFp3sBKX0W-m4VpF0ypng@mail.gmail.com>
	<930F3731A784414087B33E439A555634FA14EF@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <CACMXBdvgUhUmeW5SaWRbsCh9VQ-Nniei=pf1M2D__N8mvxqM8g@mail.gmail.com>

Yes, you are right, But it?s only a temporary solution. I think that it
have to works without touch the compatibiliti view.

Regards.


2013/2/20 Alex Young <AlexYoung at housingpartners.co.uk>

> I have random layout issues in IE10, but the text editor works fine if I
> click on the < box in the top right to expand the menu.
>
> Just tried RT with IE10 Compatibility View enabled. Fixed the layout
> issues, but broke the text editor just as in your screen shot.
>
> Looks like you may need to run it with Compatibility View disabled, and
> live with the minor layout issues.
>
>
> --
> RT training in Amsterdam, March 20-21:
> http://bestpractical.com/services/training.html
>
> Help improve RT by taking our user survey:
> https://www.surveymonkey.com/s/N23JW9T
>



-- 
Un saludo.
Juanjo Corral
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From falcone at bestpractical.com  Wed Feb 20 10:46:16 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 20 Feb 2013 10:46:16 -0500
Subject: [rt-users] RT4 : create ticket from email
In-Reply-To: <0DD1E845-7F42-4495-8A75-CA8275BD315D@gmail.com>
References: <0DD1E845-7F42-4495-8A75-CA8275BD315D@gmail.com>
Message-ID: <20130220154616.GA1594@jibsheet.com>

On Wed, Feb 20, 2013 at 10:30:19AM -0500, senior.unix wrote:
>    I'm having issues trying to create a ticket by sending an email from inside a script to an
>    already existing RT mail queue. This queue is working well and has been for quite some time. I
>    tried this on the command line but it never creates a ticket :
>    mailx -v -s "TEST email" [1]rt-queue5 at myhost.con < $LOG

What's the output with -v
What's contained in the file being piped in
What's in the mail logs

>    I created a user within RT that has writes to create a ticket and I use this user when I send
>    the email. I also have the following set in my RT_SiteConfig.pm :
>            Set($AutoCreateNonExternalUsers,    1);

This setting is only relevant if you're using RT-Authen-ExternalAuth
and the user you're mailing From: doesn't exist in LDAP

-kevin
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From falcone at bestpractical.com  Wed Feb 20 10:49:14 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 20 Feb 2013 10:49:14 -0500
Subject: [rt-users] MessageBoxRichText and Internet Explorer 10.
In-Reply-To: <CACMXBdvgUhUmeW5SaWRbsCh9VQ-Nniei=pf1M2D__N8mvxqM8g@mail.gmail.com>
References: <CACMXBdubcq7hFQJ-3jWYYY4EvAhJ3MFp3sBKX0W-m4VpF0ypng@mail.gmail.com>
	<930F3731A784414087B33E439A555634FA14EF@s-wor-e-001.SCOUTSOFFICE.local>
	<CACMXBdvgUhUmeW5SaWRbsCh9VQ-Nniei=pf1M2D__N8mvxqM8g@mail.gmail.com>
Message-ID: <20130220154914.GB1594@jibsheet.com>

On Wed, Feb 20, 2013 at 04:45:59PM +0100, Juanjo wrote:
>    Yes, you are right, But it*s only a temporary solution. I think that it have to works without
>    touch the compatibiliti view.

RT 4.0.9 and 4.0.10 contain code to force compatibility mode off,
because it almost always causes breakages like this.

-kevin
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From falcone at bestpractical.com  Wed Feb 20 10:50:08 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 20 Feb 2013 10:50:08 -0500
Subject: [rt-users] Getting relative time in a template,
 configuring SLA and SLA alerting [SOLVED]
In-Reply-To: <5123FF24.7020407@2ndquadrant.com>
References: <51230196.8070306@2ndquadrant.com>
	<20130219144813.GE1773@jibsheet.com>
	<5123FF24.7020407@2ndquadrant.com>
Message-ID: <20130220155008.GC1594@jibsheet.com>

On Wed, Feb 20, 2013 at 06:39:32AM +0800, Craig Ringer wrote:
> On 02/19/2013 10:48 PM, Kevin Falcone wrote:
> > On Tue, Feb 19, 2013 at 12:37:42PM +0800, Craig Ringer wrote:
> >> {
> >> my $d = RT::Date->new(RT::SystemUser);
> >> $d->Set(Format=>'ISO', Value=>$Ticket->Due, Timezone=>"GMT");
> >> our $tdiff = $d->AgeAsString();
> >
> > You can just say $ticket->DueObj->AgeAsString if you want to tighten
> > this up.
> >
> > When you want to replicate something RT does in core in the search
> > results, you can take a quick look at share/html/Elements/*/ColumnMap
> > (so look in RT__Ticket/ColumnMap for the DueRelative sub)
> 
> Thankyou for the advice. I'll amend the wiki with both points.

Thanks for updating the wiki.

Also - there's no need to override my Reply-To settings and send me
personal email.  I read all email sent to rt-users.

-kevin
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From falcone at bestpractical.com  Wed Feb 20 10:54:16 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 20 Feb 2013 10:54:16 -0500
Subject: [rt-users] No datepicker widget after upgrade
In-Reply-To: <1361365019.19977.19.camel@s-rwysocki>
References: <1361257633.4788.39.camel@s-rwysocki>
	<20130219145308.GG1773@jibsheet.com>
	<1361365019.19977.19.camel@s-rwysocki>
Message-ID: <20130220155416.GD1594@jibsheet.com>

On Wed, Feb 20, 2013 at 01:56:59PM +0100, Robert Wysocki wrote:
> > What error do you get in your browser's error console?
> 
> No errors, seems like jQuery is just not picking up date input fields.
> 
> > What browsers?
> 
> Tested with Opera 12.14 (Debian GNU/Linux) and Firefox 18 (Windows 7 and
> Debian GNU/Linux).
> 
> > Does other JS work in RT (the menus, bookmarking, autocomplete, etc)
> 
> Yep. I'm seeing no other problems regarding JS.

Unfortunately - I can't replicate locally with Firefox 18 on OS-X
(Custom Fields or core date fields) against 4.0.10 and I've seen no
other reports of this.

Try on a fresh RT with minimum configuration done to rule out anything
else that might be configured.

-kevin
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From dhutty at allgoodbits.org  Wed Feb 20 15:31:28 2013
From: dhutty at allgoodbits.org (Duncan Hutty)
Date: Wed, 20 Feb 2013 15:31:28 -0500
Subject: [rt-users] RT::Extension::MergeUsers won't merge users
Message-ID: <512532A0.1040908@allgoodbits.org>

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

I have installed RT::Extension::MergeUsers and am attempting to merge
2 users as a test.

I have 2 users:
Username: Foo
Email: foo at sub.example.com

Username: Foo at example.com
Email: foo at example.com

The second was autocreated on submission of a ticket via email if it
matters.

When I attempt to merge either the first into the second or the second
into the first, it fails with "Could not merge Foo into itself". These
are 2 separate users, but MergeUsers is seeing them as the same user.

Any suggestions as to what the problem is? Is this me tickling some
bad ExternalAuth config along the lines of attr_match_list or attr_map?
- -- 
Duncan Hutty
http://www.allgoodbits.org
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From kevin.comer at veracitypayments.com  Wed Feb 20 16:42:22 2013
From: kevin.comer at veracitypayments.com (Kevin)
Date: Wed, 20 Feb 2013 13:42:22 -0800 (PST)
Subject: [rt-users] Open parent after all Approvals
Message-ID: <1361396541968-52826.post@n7.nabble.com>

After the first approval ticket is approved the parent ticket status is
changed to open.

How can we change this behaviour? it seems to be built into the approval
process of RT and not a scrip. 

We want to trigger a ticket creation after the parent ticket is opened. We
had previously created a scrip to not open the parent ticket until all
dependants were resolved, but after getting the approval process working it
is now opening the parent and creating the new ticket after the first
approval. 

Our process is not to create the last ticket until all approvals are
completed.

Can you point me to place where this can be changed




--
View this message in context: http://requesttracker.8502.n7.nabble.com/Open-parent-after-all-Approvals-tp52826.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From trs at bestpractical.com  Wed Feb 20 18:43:34 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 20 Feb 2013 15:43:34 -0800
Subject: [rt-users] RT_SID cookie not invalidated at logout
In-Reply-To: <51252B6F.6030309@ebi.ac.uk>
References: <512419B5.8060002@ebi.ac.uk> <51244208.7090300@bestpractical.com>
	<51252B6F.6030309@ebi.ac.uk>
Message-ID: <51255FA6.2090808@bestpractical.com>

On 02/20/2013 12:00 PM, Jenny Martin wrote:
> It looks like the session is not invalidated on logout.  The cookie is
> still valid in my browser, and the corresponding session is still
> present in session-data.

The cookie being valid doesn't matter.  What matters is that RT
invalidates the session on the server-side, so it can't be reused.

> I attach an http trace and you can see that the logout response
> explicitly sets the old cookie.  I have disabled mod_cache and
> mod_disk_cache.  No web proxies in use.

Thank you for the trace.  Please send your Apache config as well, and
keep replies on list for posterity.

Do you have any local customizations to RT?


From jenny at ebi.ac.uk  Wed Feb 20 21:07:24 2013
From: jenny at ebi.ac.uk (Jenny Martin)
Date: Thu, 21 Feb 2013 02:07:24 +0000
Subject: [rt-users] RT_SID cookie not invalidated at logout
In-Reply-To: <51255FA6.2090808@bestpractical.com>
References: <512419B5.8060002@ebi.ac.uk>
	<51244208.7090300@bestpractical.com>	<51252B6F.6030309@ebi.ac.uk>
	<51255FA6.2090808@bestpractical.com>
Message-ID: <5125815C.2000003@ebi.ac.uk>

All our users authenticate using their LDAP credentials via
RT-Authen-ExternalAuth plugin.  I just tried creating a local user, and
RT does the right thing when the local user logs in - it sends back a
new cookie and removes the old session data.  So the problem seems to be
with the RT-Authen-ExternalAuth plugin.

We recently upgraded from RT 4.0.4/ExternalAuth 0.9 to
RT4.0.10/ExternalAuth0.13.  I can't be sure the problem didn't exist
before, but I didn't notice it.




From kenn.crocker at gmail.com  Wed Feb 20 23:09:05 2013
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Wed, 20 Feb 2013 20:09:05 -0800
Subject: [rt-users] Permissions Questions
In-Reply-To: <5B09091AD62AE8478802740E5A5E10C3474632@ARCEXCHANGE.arc.local>
References: <5B09091AD62AE8478802740E5A5E10C3474632@ARCEXCHANGE.arc.local>
Message-ID: <CAOtpkai-rvF6SgeG76XGGAXGA3ErsPFJVY6FoxdPuc4yPXTr_g@mail.gmail.com>

Ray,

Yep. It also depends on where you saved those group searches and the
"Group" permissipns you gave to members of those groups. Group permissions
are different than Queue/Ticket permissions.

For example, you could give members of Group 2 the rights to see/modify,
load, etc Group2 searches but NOT give those rights to members of the other
groups. Then Ray, being a member of all 3 groups, would only see the
searches saved under Group2.

If those searches are all the same, then you could save those searches are
RT Global searches and NOT saved as Group searches and then Ray would only
see them once.

It really boils down to how you have your Queues and Groups set up. If you
segregate enough, you can create groups that are combinations of other
groups and then grant rights appropriately. There's all kindsof
configurations you can play with if you set up the Queues/Groups
relationships correctly.

I could answer more definitively if I knew what groups need to see what
information in what Queues. The kinds of overlaps in information and
searches, etc.

Hope this helps.

Kenn

On Wed, Feb 20, 2013 at 7:25 AM, Raymond Corbett <
Raymond.Corbett at arcproductions.com> wrote:

>  Hello all. ****
>
> ** **
>
> Great system.  Slowly I am getting my head around permissions.  However I
> have a problem with this situation:****
>
> ** **
>
> I have a User:  Ray****
>
> ** **
>
> Ray is a member of 3 groups:****
>
> **?         **Group Q1****
>
> **?         **Group Q2****
>
> **?         **Group Q3****
>
> ** **
>
> These Groups all watch the following Queues:****
>
> **?         **Q1****
>
> **?         **Q2****
>
> **?         **Q3****
>
> ** **
>
> Each of these Queues have saved searches associated with them. ****
>
> ** **
>
> I now want a Dashboard, let?s say it will be called  Ray?s Q2 Dashboard. *
> ***
>
> ** **
>
> I want to see the saved searches portal here but I would like it to show
> only  the Q2  saved searches. ****
>
> ** **
>
> Since Ray watches all three queues, I find that I am getting the Save
> Searches showing for all the 3 Queues. ****
>
> ** **
>
> Possible to do with the correct Permission settings?****
>
> ** **
>
> ** **
>
> ** **
>
> [image: ARC] <http://www.arcproductions.com/>****
>
> *Ray Corbett  Technology Projects Manager**
>
> p:** **416.682.5200 x5232  | f: 416.682.5209
> Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4
> www.arcproductions.com* ****
>
>  ****
>
> ** **
>
>
>
> --
> RT training in Amsterdam, March 20-21:
> http://bestpractical.com/services/training.html
>
> Help improve RT by taking our user survey:
> https://www.surveymonkey.com/s/N23JW9T
>
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From itsallpartoftheplan187 at gmail.com  Thu Feb 21 04:03:57 2013
From: itsallpartoftheplan187 at gmail.com (Lynch)
Date: Thu, 21 Feb 2013 01:03:57 -0800 (PST)
Subject: [rt-users] automaticaly set a reminder of 2,
 5h to every new ticket in queue xxx
Message-ID: <1361437437121-52830.post@n7.nabble.com>

Hi,

i've already read through the wiki and already tried my luck with google but
i couldnt manage to find a solution to my problem.
i'd like to set automatically a reminder to every incoming ticket whichs
gives me mail notification every 2,5 hours until the ticket is done.
(resolved) im using rt 4.0.7 on debian 6.
it'll also be great if the two admins get the mail notification even if the
incoming ticket is still unowned.
the 2,5 hours should start right when the ticket is created, and if the
first reminder is sent then there should start another countdown to 2,5h
until the ticket is done.
thanks in advance!



--
View this message in context: http://requesttracker.8502.n7.nabble.com/automaticaly-set-a-reminder-of-2-5h-to-every-new-ticket-in-queue-xxx-tp52830.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From Raymond.Corbett at arcproductions.com  Thu Feb 21 08:50:56 2013
From: Raymond.Corbett at arcproductions.com (Raymond Corbett)
Date: Thu, 21 Feb 2013 13:50:56 +0000
Subject: [rt-users] Changing Font Colour
Message-ID: <5B09091AD62AE8478802740E5A5E10C3474EB8@ARCEXCHANGE.arc.local>

Wandering if it is possible to change font colours at all.

I have a case where there are three separate group searches in the Saved Searches portal.   There are the group titles if you will such as   Dept1's saved searches, Dept2's saved searches etc.  Then there are three defined searches in each of those categories which show in bold face text which is fine.  I would like to make these red or green as well.   Just not sure where this file gets saved that I could access it to include not only bold face but colour as well.

Thanks

[ARC]<http://www.arcproductions.com/>

Ray Corbett  Technology Projects Manager

p: 416.682.5200 x5232  | f: 416.682.5209
Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4
www.arcproductions.com<http://www.arcproductions.com>



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From kevin.comer at veracitypayments.com  Thu Feb 21 09:09:56 2013
From: kevin.comer at veracitypayments.com (Kevin)
Date: Thu, 21 Feb 2013 06:09:56 -0800 (PST)
Subject: [rt-users] Open parent after all Approvals
In-Reply-To: <1361396541968-52826.post@n7.nabble.com>
References: <1361396541968-52826.post@n7.nabble.com>
Message-ID: <1361455796052-52832.post@n7.nabble.com>

I guess I should follow this up with more information

I am referring to the RT built in approval process, We have a test env
working now and when we have more than one approval ticket the parent ticket
is opened after the first approval, we want this to be delayed until all
approvals are completed.



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Open-parent-after-all-Approvals-tp52826p52832.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From pahelpdesq at gmail.com  Thu Feb 21 10:25:41 2013
From: pahelpdesq at gmail.com (Portfolio Aid)
Date: Thu, 21 Feb 2013 10:25:41 -0500
Subject: [rt-users] Getting message 'Could not load ticket new' when
 attempting to create ticket in rt4
Message-ID: <CAPcM7OjjOCWhOkHQk=ZQYbJ4ed_xt8uSRoc9vPooZDx853+z9Q@mail.gmail.com>

Hi

I recently upgraded from RT3 to RT4 and noticed an odd error message when
attempting to create a new ticket in any queue.  Immediately after
submitting the ticket, I get the message 'Could not load ticket new'.

After doing some digging, I realized that 'new' is the default Ticket id
assigned during ticket creation and that the user is supposed to be
directed to Display.html if the ticket is successfully created.  Looking at
the source of Display.html, I realized it was calling LoadTicket($id)
during it's initialization where $id is set to 'new'.  But it is doing this
before actually calling the Ticket create function and that is why the
error gets reported.  Removing that line results in me generating the
ticket successfully.

I checked back to my RT3 source and found that this LoadTicket call is not
included within the same init section of Display.html.  I'm wondering if
there could be some sort of configuration problem I have because obviously
the LoadTicket call should be there in RT4.  Would anyone happen to be
familiar with this issue?  Thanks in advance.

              Brian
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From nesius at gmail.com  Thu Feb 21 11:07:21 2013
From: nesius at gmail.com (Robert Nesius)
Date: Thu, 21 Feb 2013 10:07:21 -0600
Subject: [rt-users] Extra new-lines in emails from RT
Message-ID: <CAOOsjE_xyoA+YZLMKkKwutb9uZ8udeXMPpfaMPV+TM7OZMRf5A@mail.gmail.com>

I'm running on RT 4.0.4.  I thought I had this problem licked - but
recently noticed the ticket system is sending me emails that have extra
new-lines in them.

I've reproduced this by:
* Creating a ticket via email
* Adding a reply to the ticket in RT - the email I receive is formatted
correctly and is formatted as plaintext
* I then respond to THAT email (Client = Outlook 2007, Format = Plaintext)
and the response from the ticket system has added extra line-breaks to the
message.

Is there a patch for this or has this been fixed in a newer version?  I'm
not wanting to stop and upgrade RT right now.  I'll do some more
digging/searching but thought I'd poke my head in here and ask first.

Thanks in advance for any help.

-Rob
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From nesius at gmail.com  Thu Feb 21 11:15:17 2013
From: nesius at gmail.com (Robert Nesius)
Date: Thu, 21 Feb 2013 10:15:17 -0600
Subject: [rt-users] Extra new-lines in emails from RT
In-Reply-To: <CAOOsjE_xyoA+YZLMKkKwutb9uZ8udeXMPpfaMPV+TM7OZMRf5A@mail.gmail.com>
References: <CAOOsjE_xyoA+YZLMKkKwutb9uZ8udeXMPpfaMPV+TM7OZMRf5A@mail.gmail.com>
Message-ID: <CAOOsjE9n7x1UkLtP=W03GbH+FO57cziQyruKxsLiRtYAeC_Hkg@mail.gmail.com>

Should have searched more first I guess....

Looks like this is what I need.
http://bestpractical.com/rt/docs/4.0/RT_Config.html#CheckMoreMSMailHeaders

I don't see this option in my configs - would be nice if the docs showed
the version these config settings first appeared in, though I suppose I
could grep change logs for that too.  Even so would be kind of nice.

-Rob



On Thu, Feb 21, 2013 at 10:07 AM, Robert Nesius <nesius at gmail.com> wrote:

>
> I'm running on RT 4.0.4.  I thought I had this problem licked - but
> recently noticed the ticket system is sending me emails that have extra
> new-lines in them.
>
> I've reproduced this by:
> * Creating a ticket via email
> * Adding a reply to the ticket in RT - the email I receive is formatted
> correctly and is formatted as plaintext
> * I then respond to THAT email (Client = Outlook 2007, Format = Plaintext)
> and the response from the ticket system has added extra line-breaks to the
> message.
>
> Is there a patch for this or has this been fixed in a newer version?  I'm
> not wanting to stop and upgrade RT right now.  I'll do some more
> digging/searching but thought I'd poke my head in here and ask first.
>
> Thanks in advance for any help.
>
> -Rob
>
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From tim at marchex.com  Thu Feb 21 11:33:34 2013
From: tim at marchex.com (Tim Wiley)
Date: Thu, 21 Feb 2013 08:33:34 -0800
Subject: [rt-users] Extra new-lines in emails from RT
In-Reply-To: <CAOOsjE9n7x1UkLtP=W03GbH+FO57cziQyruKxsLiRtYAeC_Hkg@mail.gmail.com>
References: <CAOOsjE_xyoA+YZLMKkKwutb9uZ8udeXMPpfaMPV+TM7OZMRf5A@mail.gmail.com>
	<CAOOsjE9n7x1UkLtP=W03GbH+FO57cziQyruKxsLiRtYAeC_Hkg@mail.gmail.com>
Message-ID: <51264C5E.8040609@marchex.com>

On 02/21/2013 08:15 AM, Robert Nesius wrote:
> Should have searched more first I guess....
>
> Looks like this is what I need.
> http://bestpractical.com/rt/docs/4.0/RT_Config.html#CheckMoreMSMailHeaders
>
> I don't see this option in my configs - would be nice if the docs showed
> the version these config settings first appeared in, though I suppose I
> could grep change logs for that too.  Even so would be kind of nice.

Grep the code for it.  If it's available, it should show up in your code 
somewhere.


From alexmv at bestpractical.com  Thu Feb 21 11:56:33 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 21 Feb 2013 11:56:33 -0500
Subject: [rt-users] Extra new-lines in emails from RT
In-Reply-To: <CAOOsjE9n7x1UkLtP=W03GbH+FO57cziQyruKxsLiRtYAeC_Hkg@mail.gmail.com>
References: <CAOOsjE_xyoA+YZLMKkKwutb9uZ8udeXMPpfaMPV+TM7OZMRf5A@mail.gmail.com>
	<CAOOsjE9n7x1UkLtP=W03GbH+FO57cziQyruKxsLiRtYAeC_Hkg@mail.gmail.com>
Message-ID: <1361465793.15192.0.camel@umgah.localdomain>

On Thu, 2013-02-21 at 10:15 -0600, Robert Nesius wrote:

> I don't see this option in my configs - would be nice if the docs
> showed the version these config settings first appeared in, though I
> suppose I could grep change logs for that too.  Even so would be kind
> of nice. 

That option was first in 4.0.9.  We'll see about going back and adding
"first in" versions to some of the docs on the options.
 - Alex




From falcone at bestpractical.com  Thu Feb 21 11:59:30 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 21 Feb 2013 11:59:30 -0500
Subject: [rt-users] Getting message 'Could not load ticket new' when
 attempting to create ticket in rt4
In-Reply-To: <CAPcM7OjjOCWhOkHQk=ZQYbJ4ed_xt8uSRoc9vPooZDx853+z9Q@mail.gmail.com>
References: <CAPcM7OjjOCWhOkHQk=ZQYbJ4ed_xt8uSRoc9vPooZDx853+z9Q@mail.gmail.com>
Message-ID: <20130221165930.GE1594@jibsheet.com>

On Thu, Feb 21, 2013 at 10:25:41AM -0500, Portfolio Aid wrote:
>    After doing some digging, I realized that 'new' is the default Ticket id assigned during
>    ticket creation and that the user is supposed to be directed to Display.html if the ticket is
>    successfully created. Looking at the source of Display.html, I realized it was calling
>    LoadTicket($id) during it's initialization where $id is set to 'new'. But it is doing this
>    before actually calling the Ticket create function and that is why the error gets reported.
>    Removing that line results in me generating the ticket successfully.

You should compare your Display.html to a vanilla one from git or a
tarball.  The LoadTicket($id) call happens in the else block of a
statement which checks if $id eq 'new' so you shouldn't be getting
into that block.

https://github.com/bestpractical/rt/blob/stable/share/html/Ticket/Display.html#L138

-kevin
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From falcone at bestpractical.com  Thu Feb 21 12:01:01 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 21 Feb 2013 12:01:01 -0500
Subject: [rt-users] automaticaly set a reminder of 2,
 5h to every new ticket in queue xxx
In-Reply-To: <1361437437121-52830.post@n7.nabble.com>
References: <1361437437121-52830.post@n7.nabble.com>
Message-ID: <20130221170101.GF1594@jibsheet.com>

On Thu, Feb 21, 2013 at 01:03:57AM -0800, Lynch wrote:
> i've already read through the wiki and already tried my luck with google but
> i couldnt manage to find a solution to my problem.
> i'd like to set automatically a reminder to every incoming ticket whichs
> gives me mail notification every 2,5 hours until the ticket is done.
> (resolved) im using rt 4.0.7 on debian 6.
> it'll also be great if the two admins get the mail notification even if the
> incoming ticket is still unowned.
> the 2,5 hours should start right when the ticket is created, and if the
> first reminder is sent then there should start another countdown to 2,5h
> until the ticket is done.

You should be able to do this with rt-crontool and a search for
unresolved tickets untouched in X hours.  It'll be more interesting to
time it off of creation.  You can have a look at the rt-crontool docs
here.

http://bestpractical.com/rt/docs/latest/rt-crontool.html

-kevin
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From twsnnva at gmail.com  Thu Feb 21 12:07:50 2013
From: twsnnva at gmail.com (Thomas Simmons)
Date: Thu, 21 Feb 2013 12:07:50 -0500
Subject: [rt-users] Odd Account Behavior after Active Directory Migration
In-Reply-To: <CAP_D-Nh+tax5TZHco7OsQ-7zcMwTVeCYR0xqqSxO4ousFShaKg@mail.gmail.com>
References: <CAP_D-Nh+tax5TZHco7OsQ-7zcMwTVeCYR0xqqSxO4ousFShaKg@mail.gmail.com>
Message-ID: <CAP_D-NhQh7ZC_5RbDRbykFijZfF7i6nQpFbrjaKAq38tOVU7QA@mail.gmail.com>

Hello,
Just wanted to send a follow up. I'm really stumped one this and I really
am open to any ideas. When I originally deployed this install 6-7 years
ago, I remember taking great notes, but sadly, they've been lost. I know I
installed this from "source", not from my distro's repo. I also remember
having to modify a few "non-config" files for my specific setup. I notice
User_Local.pm and User_Overlay.pm have slightly newer timestamps that the
rest of the files in the lib directory, so I'm assuming that's where the
changes are. Sadly, I have no idea what I actually changed.

Also, I've noticed that the problem is not entirely consistent. I've begun
sending emails to RT from new accounts when I create them, so my users will
be able to access the system. I created 2 accounts yesterday. The first one
created the user in RT after only the 2nd email. The second user was not
created until the 9th email.

Thanks,
Thomas


On Wed, Feb 20, 2013 at 9:06 AM, Thomas Simmons <twsnnva at gmail.com> wrote:

> Hello All,
> I know the subject is not very descriptive, but this problem is hard to
> explain in few words.
>
> We recently upgraded our Samba3+OpenLDAP (NT-Style) domain to Samba4
> (Active Directory). I have reconfigured all of our services to authenticate
> using AD via LDAP, and this is working as expected for most applications.
> It's also working for RT (3.6.5), but I am seeing very strange behavior
> that I cannot explain. Let's say I have 2 "classes" of users. Users that
> used RT before the AD migration and users that have not. The "have not"
> group includes users that existed in LDAP before the migration but never
> used RT and users that have been created since migrating from OpenLDAP to
> AD.
>
> Users that used RT before AD:
> These users can email RT, login to the web interface and can be manually
> assigned as a requestor on the "people" page. Everything works as expected.
>
> Users that have never used RT:
> These users CANNOT email RT (User could not be loaded). They also CANNOT
> login to the web interface. They CANNOT be assigned as a requestor on the
> people page. However, if they continue emailing RT, after 3-5 tries the
> user will be created in RT and the user can then also login and be assigned
> as a requestor. The user will only be created if they EMAIL RT 3 times -
> attempting to login via the web interface or assigning the user on the
> people page 3 times (or 10) does NOT create the user in RT.
>
> I do not even know where to begin with this problem. The connection to AD
> seems fine. If I reset a password in AD, RT requires the new credentials.Users are createdwith the proper
> info from AD (that I re-configured in RT_SiteConfig.pm), but the user must
> send multiple emails before the account is created.
>
> Thanks,
> Thomas
>
>
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From Raymond.Corbett at arcproductions.com  Thu Feb 21 12:14:11 2013
From: Raymond.Corbett at arcproductions.com (Raymond Corbett)
Date: Thu, 21 Feb 2013 17:14:11 +0000
Subject: [rt-users] Global settings for portals on RT at a Glance
Message-ID: <5B09091AD62AE8478802740E5A5E10C347511D@ARCEXCHANGE.arc.local>

No problem setting the global look of RT at a Glance for all users.

My question.  How can one globally change the Display Columns in the portal   Newest Unowned Tickets?

By default the columns are  id, subject, queue, satus, created relative, take

I would like to add the column for 'Created by' which I can do easily enough, but have that a global change that all users inherit on login.



[ARC]<http://www.arcproductions.com/>

Ray Corbett  Technology Projects Manager

p: 416.682.5200 x5232  | f: 416.682.5209
Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4
www.arcproductions.com<http://www.arcproductions.com>



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From Raymond.Corbett at arcproductions.com  Thu Feb 21 13:56:18 2013
From: Raymond.Corbett at arcproductions.com (Raymond Corbett)
Date: Thu, 21 Feb 2013 18:56:18 +0000
Subject: [rt-users] Dashboard Sort on a Global Basis
Message-ID: <5B09091AD62AE8478802740E5A5E10C3475194@ARCEXCHANGE.arc.local>

RT at a Glance is displaying our custom Dashboards fine.  But as has been mentioned before they are listed by ID.

We need to have them sorted alphabetically.

I found the thread  below.....

Will this sort the Dashboards on a Global basis for display on our Global RT at a Glance page?

The codes snippet below, says   3.8.7 and later in the 3.8 series.     Will this code work in 4.0.10?

And in which directory should this live.

On RT 4.0.0 and later

The MassageDashboards callback was removed in the run up to 4.0.0 in commit 6c815c8<https://github.com/bestpractical/rt/commit/6c815c8>. In order to affect dashboard sorting, you'll need to wrap a Perl method in RT::Dashboards and use the ModifyDashboards callback to ListOfDashboards.

On RT 3.8.7 and later in the 3.8 series [cid:image001.png at 01CE103A.F44AE660] Edit<http://requesttracker.wikia.com/wiki/ManualDashboards?action=edit&section=6>

Write a callback html/Callbacks/CustomDashboardSort/Dashboards/index.html/MassageDashboards

<%ARGS>

$PersonalDashboards

</%ARGS>

<%INIT>

@$PersonalDashboards = sort { $a->Name cmp $b->Name } @$PersonalDashboards

</%INIT>



[ARC]<http://www.arcproductions.com/>

Ray Corbett  Technology Projects Manager

p: 416.682.5200 x5232  | f: 416.682.5209
Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4
www.arcproductions.com<http://www.arcproductions.com>



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From trs at bestpractical.com  Thu Feb 21 13:58:31 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 21 Feb 2013 10:58:31 -0800
Subject: [rt-users] Odd Account Behavior after Active Directory Migration
In-Reply-To: <CAP_D-NhQh7ZC_5RbDRbykFijZfF7i6nQpFbrjaKAq38tOVU7QA@mail.gmail.com>
References: <CAP_D-Nh+tax5TZHco7OsQ-7zcMwTVeCYR0xqqSxO4ousFShaKg@mail.gmail.com>
	<CAP_D-NhQh7ZC_5RbDRbykFijZfF7i6nQpFbrjaKAq38tOVU7QA@mail.gmail.com>
Message-ID: <51266E57.3070005@bestpractical.com>

On 02/21/2013 09:07 AM, Thomas Simmons wrote:
> Hello,
> Just wanted to send a follow up. I'm really stumped one this and I
> really am open to any ideas.

The information you sent is great, but for anyone to start to help,
you're also going to need to provide detailed logs from RT and possibly
AD.  Since you're on an ancient RT version and not using a standard LDAP
auth solution for newer versions, I suggest you also provide the list
with the two customized files you noted.

Thomas


From trs at bestpractical.com  Thu Feb 21 14:02:26 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 21 Feb 2013 11:02:26 -0800
Subject: [rt-users] Extra new-lines in emails from RT
In-Reply-To: <CAOOsjE9n7x1UkLtP=W03GbH+FO57cziQyruKxsLiRtYAeC_Hkg@mail.gmail.com>
References: <CAOOsjE_xyoA+YZLMKkKwutb9uZ8udeXMPpfaMPV+TM7OZMRf5A@mail.gmail.com>
	<CAOOsjE9n7x1UkLtP=W03GbH+FO57cziQyruKxsLiRtYAeC_Hkg@mail.gmail.com>
Message-ID: <51266F42.8010309@bestpractical.com>

On 02/21/2013 08:15 AM, Robert Nesius wrote:
> Should have searched more first I guess.... 
> 
> Looks like this is what I need.  
> http://bestpractical.com/rt/docs/4.0/RT_Config.html#CheckMoreMSMailHeaders
> 
> I don't see this option in my configs - would be nice if the docs showed
> the version these config settings first appeared in, though I suppose I
> could grep change logs for that too.  Even so would be kind of nice. 

A trick, for the meantime: modify the version in the doc url above and walk it back:

http://bestpractical.com/rt/docs/4.0.10/RT_Config.html#CheckMoreMSMailHeaders
http://bestpractical.com/rt/docs/4.0.9/RT_Config.html#CheckMoreMSMailHeaders
http://bestpractical.com/rt/docs/4.0.8/RT_Config.html#CheckMoreMSMailHeaders

Note the version before the option disappears.


From rgk at pacelabs.com  Thu Feb 21 14:28:14 2013
From: rgk at pacelabs.com (Rolf Krogstad)
Date: Thu, 21 Feb 2013 13:28:14 -0600
Subject: [rt-users] Spreadsheets/Export missing Custom Fields
Message-ID: <512620EE020000CA0007CBFE@v10oesgw1.pacelabs.com>

I have just upgraded from RT version 3.6.6 to version 4.0.10.
 
One function the users utilize frequently is to Search for Tickets with specific criteria and then Export them to a Spreadsheet.
In the old version they would get the ticket including all the custom fields.
After the upgrade to 4.0.10, we now get only the fields that are showing on the Search Results windows.
 
Any ideas?
Thanks
 
Rolf Krogstad
Pace Analytical Services Inc.
rgk [at] pacelabs [dot] com

______________________________________________________________________
 
 
 
 
 
 

______________________________________________________________________
The email and documents accompanying this transmission contain confidential information belonging to the sender who is legally privileged.  The information is intended only for the use of the individual(s) or entity(ies) named herein. If you are not the intended recipient, you are hereby notified that any disclosure, copying distribution or the taking of any action in reliance on the contents of this information is strictly prohibited. If you have received this in error, please immediately notify us by telephone (1.888.990.PACE) to arrange for return of the original documents.
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From jblaine at kickflop.net  Thu Feb 21 14:43:31 2013
From: jblaine at kickflop.net (Jeff Blaine)
Date: Thu, 21 Feb 2013 14:43:31 -0500
Subject: [rt-users] Spreadsheets/Export missing Custom Fields
In-Reply-To: <512620EE020000CA0007CBFE@v10oesgw1.pacelabs.com>
References: <512620EE020000CA0007CBFE@v10oesgw1.pacelabs.com>
Message-ID: <512678E3.6050803@kickflop.net>

On 2/21/2013 2:28 PM, Rolf Krogstad wrote:
> I have just upgraded from RT version 3.6.6 to version 4.0.10.
> One function the users utilize frequently is to Search for Tickets with
> specific criteria and then Export them to a Spreadsheet.
> In the old version they would get the ticket including all the custom
> fields.
> After the upgrade to 4.0.10, we now get only the fields that are showing
> on the Search Results windows.
> Any ideas?

I believe the export will not show the CFs unless they
are selected for *display* at the bottom of the search
form.


From falcone at bestpractical.com  Thu Feb 21 15:39:06 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 21 Feb 2013 15:39:06 -0500
Subject: [rt-users] Spreadsheets/Export missing Custom Fields
In-Reply-To: <512620EE020000CA0007CBFE@v10oesgw1.pacelabs.com>
References: <512620EE020000CA0007CBFE@v10oesgw1.pacelabs.com>
Message-ID: <20130221203906.GG1594@jibsheet.com>

On Thu, Feb 21, 2013 at 01:28:14PM -0600, Rolf Krogstad wrote:
>    I have just upgraded from RT version 3.6.6 to version 4.0.10.
> 
>    One function the users utilize frequently is to Search for Tickets with specific criteria and
>    then Export them to a Spreadsheet.
>    In the old version they would get the ticket including all the custom fields.
>    After the upgrade to 4.0.10, we now get only the fields that are showing on the Search Results
>    windows.

This change in 4.0 fixed a longstanding bug in previous RT versions
which would ignore your carefully constructed display format and just
spew everything into your spreadsheet.  In fact, there was a popular
extension that implemented the current 4.0 behavior.

As noted by Jeff Blaine, you'll want to have your users update the
Display Format of their searches and save them.

It's certainly possible to create a second export that brings back the
old behavior if you're so inclined..

-kevin
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From rgk at pacelabs.com  Thu Feb 21 15:45:51 2013
From: rgk at pacelabs.com (Rolf Krogstad)
Date: Thu, 21 Feb 2013 14:45:51 -0600
Subject: [rt-users] Spreadsheets/Export missing Custom Fields
In-Reply-To: <20130221203906.GG1594@jibsheet.com>
References: <512620EE020000CA0007CBFE@v10oesgw1.pacelabs.com>
	<20130221203906.GG1594@jibsheet.com>
Message-ID: <5126331F020000CA0007CC24@v10oesgw1.pacelabs.com>

Thanks, Kevin.
 
How would I get all the custom fields into the Display Format drop down lists ...
or How would I get all the Fields into the Export specs?
 
I tried putting the Results.tsv file from v3.6.6 and put that into v4.0.10, but it made no difference.
That was in my /opt/rt4/share/html/Search directory.
I assume that there is no compile needed to do such a change, but I know nothing about changing the software.
My experience is limited to installing and upgrading RT.
 
Thanks
 
Rolf


>>> Kevin Falcone <falcone at bestpractical.com> 2/21/2013 2:39 PM >>>
On Thu, Feb 21, 2013 at 01:28:14PM -0600, Rolf Krogstad wrote:
>    I have just upgraded from RT version 3.6.6 to version 4.0.10.
> 
>    One function the users utilize frequently is to Search for Tickets with specific criteria and
>    then Export them to a Spreadsheet.
>    In the old version they would get the ticket including all the custom fields.
>    After the upgrade to 4.0.10, we now get only the fields that are showing on the Search Results
>    windows.

This change in 4.0 fixed a longstanding bug in previous RT versions
which would ignore your carefully constructed display format and just
spew everything into your spreadsheet.  In fact, there was a popular
extension that implemented the current 4.0 behavior.

As noted by Jeff Blaine, you'll want to have your users update the
Display Format of their searches and save them.

It's certainly possible to create a second export that brings back the
old behavior if you're so inclined..

-kevin

______________________________________________________________________
The email and documents accompanying this transmission contain confidential information belonging to the sender who is legally privileged.  The information is intended only for the use of the individual(s) or entity(ies) named herein. If you are not the intended recipient, you are hereby notified that any disclosure, copying distribution or the taking of any action in reliance on the contents of this information is strictly prohibited. If you have received this in error, please immediately notify us by telephone (1.888.990.PACE) to arrange for return of the original documents.
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From trs at bestpractical.com  Thu Feb 21 16:28:39 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 21 Feb 2013 13:28:39 -0800
Subject: [rt-users] RT_SID cookie not invalidated at logout
In-Reply-To: <5125815C.2000003@ebi.ac.uk>
References: <512419B5.8060002@ebi.ac.uk>
	<51244208.7090300@bestpractical.com>	<51252B6F.6030309@ebi.ac.uk>
	<51255FA6.2090808@bestpractical.com> <5125815C.2000003@ebi.ac.uk>
Message-ID: <51269187.4020907@bestpractical.com>

On 02/20/2013 06:07 PM, Jenny Martin wrote:
> All our users authenticate using their LDAP credentials via
> RT-Authen-ExternalAuth plugin.  I just tried creating a local user, and
> RT does the right thing when the local user logs in - it sends back a
> new cookie and removes the old session data.  So the problem seems to be
> with the RT-Authen-ExternalAuth plugin.
> 
> We recently upgraded from RT 4.0.4/ExternalAuth 0.9 to
> RT4.0.10/ExternalAuth0.13.  I can't be sure the problem didn't exist
> before, but I didn't notice it.

I've dug into this.  Are you by chance using Oracle for the RT database?
 If not, are you explicitly setting the $WebSessionClass option to
Apache::Session::File?

Thomas


From jenny at ebi.ac.uk  Thu Feb 21 18:29:43 2013
From: jenny at ebi.ac.uk (Jenny Martin)
Date: Thu, 21 Feb 2013 23:29:43 +0000
Subject: [rt-users] RT_SID cookie not invalidated at logout
In-Reply-To: <51269187.4020907@bestpractical.com>
References: <512419B5.8060002@ebi.ac.uk>	<51244208.7090300@bestpractical.com>	<51252B6F.6030309@ebi.ac.uk>	<51255FA6.2090808@bestpractical.com>
	<5125815C.2000003@ebi.ac.uk> <51269187.4020907@bestpractical.com>
Message-ID: <5126ADE7.1040101@ebi.ac.uk>


> I've dug into this.  Are you by chance using Oracle for the RT database?
>  If not, are you explicitly setting the $WebSessionClass option to
> Apache::Session::File?
>
> Thomas
>
Thanks for investigating.  Yes, we are using Oracle.  WebSessionClass is
default, which is commented out.




From cwfox at us.fujitsu.com  Thu Feb 21 18:34:33 2013
From: cwfox at us.fujitsu.com (Camron W. Fox)
Date: Thu, 21 Feb 2013 13:34:33 -1000
Subject: [rt-users] Recommended Upgrade Path
In-Reply-To: <510D5DCB.3030402@inf.ed.ac.uk>
References: <51037ABD.6040602@us.fujitsu.com>	<20130127172941.GC4750@jibsheet.com>
	<510D5095.3060804@us.fujitsu.com> <510D5DCB.3030402@inf.ed.ac.uk>
Message-ID: <5126AF09.2040606@us.fujitsu.com>

On 13/02/02 8:41 AM, Iain Rae wrote:
>>
> 
> we've just done this and it was completely painless. Just follow
> Updating.sql. I think the only thing that wasn't automatically scripted
> was changing the table types from MyISAM to INNODB.
> 
> 
> 

Iain,

	What DB did you create on the far side? I'm dumping a DB called rt3 and
upgrading to rt4. Should I create a DB called rt3 or rt4?

mysql> CREATE DATABASE rt4 DEFAULT CHARACTER SET Latin1;

Best Regards,
Camron

-- 
Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu Management Services of America, Inc.
E-mail:		cwfox at us.fujitsu.com



From trs at bestpractical.com  Thu Feb 21 19:05:45 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 21 Feb 2013 16:05:45 -0800
Subject: [rt-users] RT_SID cookie not invalidated at logout
In-Reply-To: <5126ADE7.1040101@ebi.ac.uk>
References: <512419B5.8060002@ebi.ac.uk>	<51244208.7090300@bestpractical.com>	<51252B6F.6030309@ebi.ac.uk>	<51255FA6.2090808@bestpractical.com>
	<5125815C.2000003@ebi.ac.uk> <51269187.4020907@bestpractical.com>
	<5126ADE7.1040101@ebi.ac.uk>
Message-ID: <5126B659.8050409@bestpractical.com>

On 02/21/2013 03:29 PM, Jenny Martin wrote:
>> I've dug into this.  Are you by chance using Oracle for the RT database?
>>  If not, are you explicitly setting the $WebSessionClass option to
>> Apache::Session::File?
>>
>
> Thanks for investigating.  Yes, we are using Oracle.  WebSessionClass is
> default, which is commented out.

On Oracle, RT defaults to using Apache::Session::File instead of storing
sessions in the database (for historical reasons).  If you're up for it,
try switching to Apache::Session::Oracle.

1) Install it: sudo cpan -i Apache::Session::Oracle
2) Add this line to your /opt/rt4/etc/RT_SiteConfig.pm:

   Set($WebSessionClass, "Apache::Session::Oracle");

3) Restart Apache

This should fix your problem.  If you experience other issues, you can
revert back to the original behaviour by commenting out or removing the
line you added to RT_SiteConfig.pm above and restarting Apache again.

Let us know how that works.

Thomas


From trs at bestpractical.com  Thu Feb 21 19:07:32 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 21 Feb 2013 16:07:32 -0800
Subject: [rt-users] Recommended Upgrade Path
In-Reply-To: <5126AF09.2040606@us.fujitsu.com>
References: <51037ABD.6040602@us.fujitsu.com>	<20130127172941.GC4750@jibsheet.com>
	<510D5095.3060804@us.fujitsu.com> <510D5DCB.3030402@inf.ed.ac.uk>
	<5126AF09.2040606@us.fujitsu.com>
Message-ID: <5126B6C4.8070509@bestpractical.com>

On 02/21/2013 03:34 PM, Camron W. Fox wrote:
> On 13/02/02 8:41 AM, Iain Rae wrote:
>>>
>>
>> we've just done this and it was completely painless. Just follow
>> Updating.sql. I think the only thing that wasn't automatically scripted
>> was changing the table types from MyISAM to INNODB.
>>
>>
>>
> 
> Iain,
> 
> 	What DB did you create on the far side? I'm dumping a DB called rt3 and
> upgrading to rt4. Should I create a DB called rt3 or rt4?
> 
> mysql> CREATE DATABASE rt4 DEFAULT CHARACTER SET Latin1;

You can use the sbin/rt-setup-database tool to create the database and
grant privileges correctly:

   /opt/rt4/sbin/rt-setup-database --action create,acl --prompt-for-dba-password

This will only create the database and grant privileges.  It won't create any
tables or insert any default starting data, since you'll be importing those
from your rt3 db that you intend to upgrade.


From trs at bestpractical.com  Thu Feb 21 20:38:37 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 21 Feb 2013 17:38:37 -0800
Subject: [rt-users] Recommended Upgrade Path
In-Reply-To: <25C75235-8D28-453C-9C0E-A092BEB96F6A@gmail.com>
References: <51037ABD.6040602@us.fujitsu.com>
	<20130127172941.GC4750@jibsheet.com>
	<510D5095.3060804@us.fujitsu.com> <510D5DCB.3030402@inf.ed.ac.uk>
	<5126AF09.2040606@us.fujitsu.com>
	<5126B6C4.8070509@bestpractical.com>
	<25C75235-8D28-453C-9C0E-A092BEB96F6A@gmail.com>
Message-ID: <5126CC1D.9000401@bestpractical.com>

On 02/21/2013 05:34 PM, Robert Nesius wrote:
> When I moved from rt3 to rt4 I cloned my rt3 database to rt4 and then upgraded that DB in place. 

Yes, that's totally reasonable.  However, a common method of "cloning"
is using a dump + load.  That doesn't preserve the database itself or
the RT user for the database server.  Hence my suggestion.


From itsallpartoftheplan187 at gmail.com  Fri Feb 22 04:36:29 2013
From: itsallpartoftheplan187 at gmail.com (Lynch)
Date: Fri, 22 Feb 2013 01:36:29 -0800 (PST)
Subject: [rt-users] automaticaly set a reminder of 2,
 5h to every new ticket in queue xxx
In-Reply-To: <20130221170101.GF1594@jibsheet.com>
References: <1361437437121-52830.post@n7.nabble.com>
	<20130221170101.GF1594@jibsheet.com>
Message-ID: <1361525789296-52855.post@n7.nabble.com>

hello kevin,

first of all thanks for your information. but unfortunately the
documentation didn't help me reaching my goal.
maybe i should mention that i'm super new to this. i just dont seem to get
the syntax! 
i dont really think my request is that complicated (well fo me it is :D) 

i just want to set an automatic reminder directly after the ticket is
created (with incoming mail to queue "xxxx") WITH e-mail notification to ALL
users, regardless if they own the ticket or dont own them (there are just 2
users) for every new and open ticket (well to all tickets as long as they
are not resolved).
and there should be a notification sent to those users every 2,5h until the
ticket is resolved.

btw, outgoing mail when someone is "stealing" the ticket or status changes
already works. so i guess its not a mail-setting problem... its just a
problem that i'm a pretty useless regarding "programming".

thanks for your support and your patience with my mickey-mouse request.




--
View this message in context: http://requesttracker.8502.n7.nabble.com/automaticaly-set-a-reminder-of-2-5h-to-every-new-ticket-in-queue-xxx-tp52830p52855.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From kirby at umbc.edu  Fri Feb 22 07:03:20 2013
From: kirby at umbc.edu (Joe Kirby)
Date: Fri, 22 Feb 2013 07:03:20 -0500
Subject: [rt-users] Saved Searches Clean out process
References: <C77090C2-65EE-44A8-B59C-60620F175160@umbc.edu>
Message-ID: <A5A601FC-11EF-41DE-953B-6B89CD284D85@umbc.edu>

	
> 
> Over the years quite a few saved searches have been created and I was wondering if there is a mechanism to identify saved searches not on any users RT-at-a-Glance.
> 
> Thanks
> 
> 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
> 

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From kirby at umbc.edu  Fri Feb 22 07:03:48 2013
From: kirby at umbc.edu (Joe Kirby)
Date: Fri, 22 Feb 2013 07:03:48 -0500
Subject: [rt-users] Mandatory Fields enforcement
References: <32131D7F-85FD-440A-8973-265964742665@umbc.edu>
Message-ID: <34B484B6-E4AD-4072-9DC6-BA2016E3C2CB@umbc.edu>


> 
> I have installed the extension, with help from Rus (Thank You), to require mandatory fields be filled in prior to a response or comment.
> 
> Is there a way to enforce this on any update except the queue change?
> 
> I have situations where a ticket is created in queue A which has no CF's and then transferred to queue B which has 1 to many mandatory CF's. 
> 
> In order to maintain the integrity of the CF's value I need to make sure folks are updating. 
> 
> Yes I have asked, etc. but they just get going so fast they do not always remember.
> 
> Thanks
> 
> 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
> 

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From or at schlachtfest.de  Fri Feb 22 07:27:55 2013
From: or at schlachtfest.de (Oli)
Date: Fri, 22 Feb 2013 13:27:55 +0100
Subject: [rt-users] "time left" field
In-Reply-To: <20130219144933.GF1773@jibsheet.com>
References: <20130218150420.GL5078@core02.sylphen.com>
	<20130219144933.GF1773@jibsheet.com>
Message-ID: <20130222122755.GA30570@core02.sylphen.com>

On Tue, 19 Feb 2013, Kevin Falcone wrote:

Hi,

>Only by writing a Scrip which updates Time Left whenever Time Worked
>is updated.  There is no built-in functionality for this.

thanks for the hint, i tested it together with Kenneth. We can update 
the timeleft Field without problems when the TimeWorked Field ist 
updated directly. But i have the problem that we update the TimeWorked 
not directly instead we use the Worked Field in the Comment oder Replay 
Section. Any hint where i can get that value per scrip? In the 
transaction log there is no possibility, right?

Maby a hint?

Regards Oliver


From falcone at bestpractical.com  Fri Feb 22 11:09:51 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 22 Feb 2013 11:09:51 -0500
Subject: [rt-users] Spreadsheets/Export missing Custom Fields
In-Reply-To: <5126331F020000CA0007CC24@v10oesgw1.pacelabs.com>
References: <512620EE020000CA0007CBFE@v10oesgw1.pacelabs.com>
	<20130221203906.GG1594@jibsheet.com>
	<5126331F020000CA0007CC24@v10oesgw1.pacelabs.com>
Message-ID: <20130222160951.GH1594@jibsheet.com>

On Thu, Feb 21, 2013 at 02:45:51PM -0600, Rolf Krogstad wrote:
>    How would I get all the custom fields into the Display Format drop down lists ...
>    or How would I get all the Fields into the Export specs?

They show up for me, CustomField.{Foo} at the bottom of the Add Column
box.

>    I tried putting the Results.tsv file from v3.6.6 and put that into v4.0.10, but it made no
>    difference.
>    That was in my /opt/rt4/share/html/Search directory.
>    I assume that there is no compile needed to do such a change, but I know nothing about
>    changing the software.
>    My experience is limited to installing and upgrading RT.

I suggest you revert this change as quickly as possible.
Next time someone clears your mason cache, that code will start
running and explode.

-kevin
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From falcone at bestpractical.com  Fri Feb 22 11:23:00 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 22 Feb 2013 11:23:00 -0500
Subject: [rt-users] Saved Searches Clean out process
In-Reply-To: <A5A601FC-11EF-41DE-953B-6B89CD284D85@umbc.edu>
References: <C77090C2-65EE-44A8-B59C-60620F175160@umbc.edu>
	<A5A601FC-11EF-41DE-953B-6B89CD284D85@umbc.edu>
Message-ID: <20130222162300.GI1594@jibsheet.com>

On Fri, Feb 22, 2013 at 07:03:20AM -0500, Joe Kirby wrote:
>      Over the years quite a few saved searches have been created and I was wondering if there is
>      a mechanism to identify saved searches not on any users RT-at-a-Glance.

I'm not aware of any such tool.  You could base it on the work being
done in 4.0/fix-3.6-search-result-format-in-attribute 

-kevin
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From Raymond.Corbett at arcproductions.com  Fri Feb 22 13:13:25 2013
From: Raymond.Corbett at arcproductions.com (Raymond Corbett)
Date: Fri, 22 Feb 2013 18:13:25 +0000
Subject: [rt-users] Changing Default Values in RT
Message-ID: <5B09091AD62AE8478802740E5A5E10C34756C6@ARCEXCHANGE.arc.local>

Is there a file that one can edit the changes/sets the default values in RT.

The field we specifically want to change are right now is:

Quick Ticket Creation     Owner defaults to  'Me'    We would like the default to be  'Nobody'

[ARC]<http://www.arcproductions.com/>

Ray Corbett  Technology Projects Manager

p: 416.682.5200 x5232  | f: 416.682.5209
Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4
www.arcproductions.com<http://www.arcproductions.com>



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From bluethundr at gmail.com  Fri Feb 22 14:52:01 2013
From: bluethundr at gmail.com (Tim Dunphy)
Date: Fri, 22 Feb 2013 14:52:01 -0500
Subject: [rt-users] rt instance can't reply
Message-ID: <CAOZy0emWO_rw_d_=97opN4y+9DxHFcemKB2UAuhihK3GMjpTig@mail.gmail.com>

Hello,


I just recently setup a new RT 4.0.10 instance and it's working great
except for a certain key point. RT will reply to tickets by email but if
you try to update the ticket to the 'reply' address you get nothing back.
But the ticket itself is updated.

 Currently I'm pulling RT's mail from another server with the addresses '
request at mycompany.com', 'request-reply at mycompany.com' and '
request-comment at mycompany.com'

All three addresses seem to allow you to update the ticket but
request-reply and request-comment does not send the user back a reply. The
addresses are on another mail server and pulled down and into rt by a
fetchmail client called 'getmail'. That worked really well for my last RT
server and seems to be doing it's job here as well. Information is getting
into tickets by email.

 I'm thinking this might be a scrip issue. This is what I see happening in
the logs when I send to the reply address:

 Precedence: bulk

X-RT-Loop-Prevention: mycompany.com

RT-Ticket: mycompany.com #11

Managed-BY: RT 4.0.10 (http://www.bestpractical.com/rt/)

RT-Originator: tim.dunphy at mycompany.com

CC: request at mycompany.com

MIME-Version: 1.0

Content-Transfer-Encoding: 8bit

Content-Type: text/plain; charset="utf-8"

X-RT-Original-Encoding: utf-8
(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:651)

[Fri Feb 22 19:32:02 2013] [debug]: Got user mail preference 'Individual
messages' for user
request at mycompany.com(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:665)

[Fri Feb 22 19:32:02 2013] [debug]: Removing deferred recipients from Cc:
line (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:674)

[Fri Feb 22 19:32:02 2013] [debug]: Setting deferred recipients for
attribute creation (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:683)

[Fri Feb 22 19:32:02 2013] [debug]: Working on mailfield Bcc; recipients
are  (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:644)

[Fri Feb 22 19:32:02 2013] [debug]: Subject: Re: [Operations #11]
AutoReply: another test to the queue

From: "Tim Dunphy via RT" <request-reply at mycompany.com>

Reply-To: request-reply at mycompany.com

In-Reply-To: <CD4D31BE.E8401%tim.dunphy at mycompany.com>

References: <RT-Ticket-11 at mycompany.com>

 <rt-4.0.10-31060-1361559842-482.11-3-0 at mycompany.com>

 <CD4D31BE.E8401%tim.dunphy at mycompany.com>

Message-ID: <rt-4.0.10-31080-1361561522-380.11-6-0 at mycompany.com>

Precedence: bulk

X-RT-Loop-Prevention: mycompany.com

RT-Ticket: mycompany.com #11

Managed-BY: RT 4.0.10 (http://www.bestpractical.com/rt/)

RT-Originator: tim.dunphy at mycompany.com

CC: request at mycompany.com

MIME-Version: 1.0

Content-Transfer-Encoding: 8bit

Content-Type: text/plain; charset="utf-8"

X-RT-Original-Encoding: utf-8
(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:651)

[Fri Feb 22 19:32:02 2013] [debug]: Removing deferred recipients from Bcc:
line (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:674)

[Fri Feb 22 19:32:02 2013] [debug]: Setting deferred recipients for
attribute creation (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:683)

[Fri Feb 22 19:32:02 2013] [debug]: No recipients found for deferred
delivery on transaction #108
(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:696)

[Fri Feb 22 19:32:02 2013] [info]: <
rt-4.0.10-31080-1361561522-380.11-6-0 at mycompany.com> #11/108 - Scrip 6 On
Correspond Notify Requestors and Ccs
(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:285)

[Fri Feb 22 19:32:02 2013] [info]: <
rt-4.0.10-31080-1361561522-380.11-6-0 at mycompany.com> sent  Cc:
request at mycompany.com(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:316)

[Fri Feb 22 19:32:02 2013] [debug]: Converting 'utf-8' to 'utf-8' for
text/plain - Re: [Operations #11] AutoReply: another test to the queue
(/usr/local/rt4/sbin/../lib/RT/I18N.pm:244)

[Fri Feb 22 19:32:02 2013] [debug]: About to think about scrips for
transaction #109 (/usr/local/rt4/sbin/../lib/RT/Transaction.pm:173)

[Fri Feb 22 19:32:02 2013] [debug]: Committing scrip #1 on txn #108 of
ticket #11 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:182)

[Fri Feb 22 19:32:02 2013] [debug]: Committing scrip #11 on txn #108 of
ticket #11 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:182)

[Fri Feb 22 19:32:02 2013] [debug]: Found 0 scrips for TransactionBatch
stage with applicable type(s) Correspond for txn #108 on ticket #11
(/usr/local/rt4/sbin/../lib/RT/Scrips.pm:377)

[Fri Feb 22 19:33:02 2013] [debug]: Converting 'utf-8' to 'utf-8' for
text/plain - Re: [Operations #11] AutoReply: another test to the queue
(/usr/local/rt4/sbin/../lib/RT/I18N.pm:244)

[Fri Feb 22 19:33:02 2013] [critical]: RT Received mail (<
rt-4.0.10-31080-1361561522-380.11-6-0 at mycompany.com>

) from itself. (/usr/local/rt4/sbin/../lib/RT/Interface/Email.pm:1846)

[Fri Feb 22 19:33:02 2013] [crit]: RT thinks this message may be a bounce
(/usr/local/rt4/sbin/../lib/RT/Interface/Email.pm:248)

[Fri Feb 22 19:33:02 2013] [error]: Could not record email: Message Bounced
(/usr/local/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75)

I was hoping I could get some advice on how to get this to work.

Thanks,
Tim

-- 
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B
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From twsnnva at gmail.com  Fri Feb 22 15:36:36 2013
From: twsnnva at gmail.com (Thomas Simmons)
Date: Fri, 22 Feb 2013 15:36:36 -0500
Subject: [rt-users] Odd Account Behavior after Active Directory Migration
In-Reply-To: <51266E57.3070005@bestpractical.com>
References: <CAP_D-Nh+tax5TZHco7OsQ-7zcMwTVeCYR0xqqSxO4ousFShaKg@mail.gmail.com>
	<CAP_D-NhQh7ZC_5RbDRbykFijZfF7i6nQpFbrjaKAq38tOVU7QA@mail.gmail.com>
	<51266E57.3070005@bestpractical.com>
Message-ID: <CAP_D-Nidb_j9XkF+E=ZokimQzpk_cVt8GMgp7fCap7CrE4YpBw@mail.gmail.com>

On Thu, Feb 21, 2013 at 1:58 PM, Thomas Sibley <trs at bestpractical.com>wrote:

> On 02/21/2013 09:07 AM, Thomas Simmons wrote:
> > Hello,
> > Just wanted to send a follow up. I'm really stumped one this and I
> > really am open to any ideas.
>
> The information you sent is great, but for anyone to start to help,
> you're also going to need to provide detailed logs from RT and possibly
> AD.  Since you're on an ancient RT version and not using a standard LDAP
> auth solution for newer versions, I suggest you also provide the list
> with the two customized files you noted.
>
>
> Hello,
I'm not sure what changed, but "create on email" is consistently working. I
am still having a problem with users not being creating when assigning
someone as a requestor (using their email) or when a user tries logging
into the web interface. I have attached some log snippets of these three
things occurring, along with my RT_SiteConfig.pm. This is specifically
confusing (from create on login):

Feb 22 13:23:02 helpdesk RT: Autocreated authenticated user tcuser ()
(/opt/rt3/share/html/Callbacks/LDAP/autohandler/Auth:24)
Feb 22 13:23:02 helpdesk RT: FAILED LOGIN for tcuser from 192.168.100.191
(/opt/rt3/share/html/autohandler:251)

I then check MySQL and see this user was in fact, not created. Thank you
for your help.

Create on email (Working)
Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
with "test.a.user at example.com" by RT::CurrentUser
/opt/rt3/lib/RT/CurrentUser.pm 218
Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress
test.a.user at example.com =>
test.a.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeUserInfo  called by
RT::User /opt/rt3/lib/RT/User_Overlay.pm 192 with: Comments: Autocreated on
ticket submission, Disabled: 0, EmailAddress: test.a.user at example.com,
Name: test.a.user at example.com, Password: , Privileged: 0, RealName: "Test
A. User"
Feb 22 14:08:05 helpdesk RT: RT::User::LookupExternalUserInfo called with
baseDN "cn=Users,dc=internal,dc=example,dc=com" and filter "sAMAccountName=
test.a.user at example.com" by RT::User /opt/rt3/lib/RT/User_Local.pm 394
Feb 22 14:08:05 helpdesk RT: RT::User::LookupExternalUserInfo :
cn=Users,dc=internal,dc=example,dc=com sAMAccountName=
test.a.user at example.com =>  EmailAddress: , Name: , RealName:
(/opt/rt3/lib/RT/User_Local.pm:563)
Feb 22 14:08:05 helpdesk RT: RT::User::LookupExternalUserInfo called with
baseDN "cn=Users,dc=internal,dc=example,dc=com" and filter "mail=
test.a.user at example.com" by RT::User /opt/rt3/lib/RT/User_Local.pm 394
Feb 22 14:08:05 helpdesk RT: RT::User::LookupExternalUserInfo :
cn=Users,dc=internal,dc=example,dc=com mail=test.a.user at example.com =>
Address1: , Address2: , EmailAddress: test.a.user at example.com,
ExternalAuthId: tauser, ExternalContactInfoId: CN=Test A.
User,CN=Users,DC=internal,dc=example,DC=com, Gecos: tauser, Name: tauser,
Organization: , RealName: Test A. User, WorkPhone:
(/opt/rt3/lib/RT/User_Local.pm:563)
Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
with "test.a.user at example.com" by RT::User /opt/rt3/lib/RT/User_Local.pm
403
Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress
test.a.user at example.com =>
test.a.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeUserInfo returning
Address1: , Address2: , Comments: Autocreated on ticket submission,
Disabled: 0, EmailAddress: test.a.user at example.com, ExternalAuthId: tauser,
ExternalContactInfoId: CN=Test A.
User,CN=Users,DC=internal,dc=example,DC=com, Gecos: tauser, Name: tauser,
Organization: , Password: , Privileged: 0, RealName: Test A. User,
WorkPhone:  (/opt/rt3/lib/RT/User_Local.pm:412)
Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
with "test.a.user at example.com" by RT::User /opt/rt3/lib/RT/User_Overlay.pm
196
Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress
test.a.user at example.com =>
test.a.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
with "test.a.user at example.com" by RT::User /opt/rt3/lib/RT/User_Overlay.pm
563
Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress
test.a.user at example.com =>
test.a.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
with "test.a.user at example.com" by RT::User /opt/rt3/lib/RT/User_Overlay.pm
563
Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress
test.a.user at example.com =>
test.a.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
Feb 22 14:08:05 helpdesk RT: About to think about scrips for transaction
#43219
Feb 22 14:08:05 helpdesk RT: About to think about scrips for transaction
#43220
Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
with "test.a.user at example.com" by RT::CurrentUser
/opt/rt3/lib/RT/CurrentUser.pm 218
Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress
test.a.user at example.com =>
test.a.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
Feb 22 14:08:05 helpdesk RT: About to think about scrips for transaction
#43221
Feb 22 14:08:06 helpdesk RT: About to think about scrips for transaction
#43222
Feb 22 14:08:06 helpdesk RT: About to think about scrips for transaction
#43223
Feb 22 14:08:06 helpdesk RT: About to think about scrips for transaction
#43224
Feb 22 14:08:06 helpdesk RT: About to think about scrips for transaction
#43225
Feb 22 14:08:06 helpdesk RT: About to prepare scrips for transaction
#43225
Feb 22 14:08:06 helpdesk RT: Found 4 scrips
Feb 22 14:08:07 helpdesk RT: About to commit scrips for transaction #43225
Feb 22 14:08:07 helpdesk RT: <
rt-3.6.5-6476-1361560086-1540.3155-3-0 at example.com> #3155/43225 - Scrip 3
(/opt/rt3/lib/RT/Action/SendEmail.pm:252)
Feb 22 14:08:07 helpdesk RT: <
rt-3.6.5-6476-1361560086-1540.3155-3-0 at example.com> sent  To:
test.a.user at example.com (/opt/rt3/lib/RT/Action/SendEmail.pm:283)
Feb 22 14:08:07 helpdesk RT: About to think about scrips for transaction
#43226
Feb 22 14:08:07 helpdesk RT: <
rt-3.6.5-6476-1361560086-1904.3155-4-0 at example.com> #3155/43225 - Scrip 4
(/opt/rt3/lib/RT/Action/SendEmail.pm:252)
Feb 22 14:08:07 helpdesk RT: <
rt-3.6.5-6476-1361560086-1904.3155-4-0 at example.com> No recipients found.
Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264)
Feb 22 14:08:07 helpdesk RT: <
rt-3.6.5-6476-1361560087-57.3155-15-0 at example.com> #3155/43225 - Scrip 15
NotifyByEmailOnCreate (/opt/rt3/lib/RT/Action/SendEmail.pm:252)
Feb 22 14:08:07 helpdesk RT: <
rt-3.6.5-6476-1361560087-57.3155-15-0 at example.com> sent  To:
removed at gmail.com,removed at gmail.com(/opt/rt3/lib/RT/Action/SendEmail.pm:283)
Feb 22 14:08:07 helpdesk RT: About to think about scrips for transaction
#43227
Feb 22 14:08:07 helpdesk RT: Ticket 3155 created in queue 'General' by
tauser (/opt/rt3/lib/RT/Ticket_Overlay.pm:756)
Feb 22 14:08:13 helpdesk RT: RT::Date used date::parse to make 1970-01-01
18000
Feb 22 14:08:30 helpdesk RT: RT::Date used date::parse to make 1970-01-01
18000
Feb 22 14:09:28 helpdesk RT: RT::Date used date::parse to make 1970-01-01
18000
Feb 22 14:10:03 helpdesk RT: About to think about scrips for transaction
#43228
Feb 22 14:10:03 helpdesk RT: About to prepare scrips for transaction
#43228
Feb 22 14:10:03 helpdesk RT: Found 2 scrips
Feb 22 14:10:03 helpdesk RT: About to commit scrips for transaction #43228
Feb 22 14:10:03 helpdesk RT: <
rt-3.6.5-6276-1361560203-830.3155-10-0 at example.com> #3155/43228 - Scrip 10
(/opt/rt3/lib/RT/Action/SendEmail.pm:252)
Feb 22 14:10:03 helpdesk RT: <
rt-3.6.5-6276-1361560203-830.3155-10-0 at example.com> sent  To:
test.a.user at example.com (/opt/rt3/lib/RT/Action/SendEmail.pm:283)
Feb 22 14:10:03 helpdesk RT: About to think about scrips for transaction
#43229
Feb 22 14:10:50 helpdesk RT: RT::Date used date::parse to make 1970-01-01
18000

Create when added as a watcher (Not Working)
Feb 22 14:02:46 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
with "test.b.user at example.com" by RT::Ticket
/opt/rt3/lib/RT/Ticket_Overlay.pm 1350
Feb 22 14:02:46 helpdesk RT: RT::User::CanonicalizeEmailAddress
test.b.user at example.com =>
test.b.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
Feb 22 14:02:46 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
with "test.b.user at example.com" by RT::User /opt/rt3/lib/RT/User_Overlay.pm
563
Feb 22 14:02:46 helpdesk RT: RT::User::CanonicalizeEmailAddress
test.b.user at example.com =>
test.b.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
Feb 22 14:02:46 helpdesk RT: RT::Authen::ExternalAuth::CanonicalizeUserInfo
called by RT::Authen::ExternalAuth
/opt/rt3/local/lib/RT/Authen/ExternalAuth.pm 682 with: Comments:
Autocreated when added as a watcher, Disabled: , EmailAddress:
test.b.user at example.com, Name: test.b.user at example.com, Privileged: ,
RealName: test.b.user at example.com
Feb 22 14:02:46 helpdesk RT: Attempting to get user info using this
external service:
Feb 22 14:02:46 helpdesk RT: RT::Authen::ExternalAuth::CanonicalizeUserInfo
returning Comments: Autocreated when added as a watcher, Disabled: ,
EmailAddress: test.b.user at example.com, Name: test.b.user at example.com,
Privileged: , RealName:
test.b.user at example.com(/opt/rt3/local/lib/RT/Authen/ExternalAuth.pm:665)
Feb 22 14:02:46 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
with "test.b.user at example.com" by RT::User /opt/rt3/lib/RT/User_Overlay.pm
563
Feb 22 14:02:46 helpdesk RT: RT::User::CanonicalizeEmailAddress
test.b.user at example.com =>
test.b.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
Feb 22 14:02:51 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
with "test.b.user at example.com" by RT::User /opt/rt3/lib/RT/User_Overlay.pm
563
Feb 22 14:02:51 helpdesk RT: RT::User::CanonicalizeEmailAddress
test.b.user at example.com =>
test.b.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
Feb 22 14:02:51 helpdesk RT: Failed to create user test.b.user at example.com:
Could not set user info (/opt/rt3/lib/RT/User_Overlay.pm:617)
Feb 22 14:02:51 helpdesk RT: Could not load create a user with the email
address 'test.b.user at example.com' to add as a watcher for ticket 3090
(/opt/rt3/lib/RT/Ticket_Overlay.pm:1424)
Feb 22 14:05:42 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
with "test.b.user at example.com" by RT::Ticket
/opt/rt3/lib/RT/Ticket_Overlay.pm 1350
Feb 22 14:05:42 helpdesk RT: RT::User::CanonicalizeEmailAddress
test.b.user at example.com =>
test.b.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
Feb 22 14:05:42 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
with "test.b.user at example.com" by RT::User /opt/rt3/lib/RT/User_Overlay.pm
563
Feb 22 14:05:42 helpdesk RT: RT::User::CanonicalizeEmailAddress
test.b.user at example.com =>
test.b.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
Feb 22 14:05:42 helpdesk RT: RT::Authen::ExternalAuth::CanonicalizeUserInfo
called by RT::Authen::ExternalAuth
/opt/rt3/local/lib/RT/Authen/ExternalAuth.pm 682 with: Comments:
Autocreated when added as a watcher, Disabled: , EmailAddress:
test.b.user at example.com, Name: test.b.user at example.com, Privileged: ,
RealName: test.b.user at example.com
Feb 22 14:05:42 helpdesk RT: Attempting to get user info using this
external service:
Feb 22 14:05:42 helpdesk RT: RT::Authen::ExternalAuth::CanonicalizeUserInfo
returning Comments: Autocreated when added as a watcher, Disabled: ,
EmailAddress: test.b.user at example.com, Name: test.b.user at example.com,
Privileged: , RealName:
test.b.user at example.com(/opt/rt3/local/lib/RT/Authen/ExternalAuth.pm:665)
Feb 22 14:05:42 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
with "test.b.user at example.com" by RT::User /opt/rt3/lib/RT/User_Overlay.pm
563
Feb 22 14:05:42 helpdesk RT: RT::User::CanonicalizeEmailAddress
test.b.user at example.com =>
test.b.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
Feb 22 14:05:47 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
with "test.b.user at example.com" by RT::User /opt/rt3/lib/RT/User_Overlay.pm
563
Feb 22 14:05:47 helpdesk RT: RT::User::CanonicalizeEmailAddress
test.b.user at example.com =>
test.b.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
Feb 22 14:05:47 helpdesk RT: Failed to create user test.b.user at example.com:
Could not set user info (/opt/rt3/lib/RT/User_Overlay.pm:617)
Feb 22 14:05:47 helpdesk RT: Could not load create a user with the email
address 'test.b.user at example.com' to add as a watcher for ticket 3090
(/opt/rt3/lib/RT/Ticket_Overlay.pm:1424)
Feb 22 14:07:46 helpdesk RT: RT::Date used date::parse to make 1970-01-01
18000

Create on login (Not Working)
Feb 22 13:23:02 helpdesk RT: Autohandler called ExternalAuth. Response: (0,
ExternalAuthPriority not defined, please check your configuration file.)
Feb 22 13:23:02 helpdesk RT: Transaction->Create couldn't, as you didn't
specify an object type and id (/opt/rt3/lib/RT/Record.pm:1481)
Feb 22 13:23:02 helpdesk RT: Trying LDAP authentication
Feb 22 13:23:02 helpdesk RT: RT::User::IsLDAPPassword Found LDAP DN:
CN=Test C. User,CN=Users,DC=internal,DC=example,DC=com
Feb 22 13:23:02 helpdesk RT: RT::User::IsLDAPPassword AUTH OK: tcuser
(CN=Test C. User,CN=Users,DC=internal,DC=example,DC=com)
(/opt/rt3/lib/RT/User_Local.pm:223)
Feb 22 13:23:02 helpdesk RT: RT::User::IsPassword auth method
IsLDAPPassword SUCCEEDED
Feb 22 13:23:02 helpdesk RT: RT::Authen::ExternalAuth::CanonicalizeUserInfo
called by RT::Authen::ExternalAuth
/opt/rt3/local/lib/RT/Authen/ExternalAuth.pm 682 with: Disabled: ,
EmailAddress: , Gecos: tcuser, Name: tcuser, Privileged:
Feb 22 13:23:02 helpdesk RT: Attempting to get user info using this
external service:
Feb 22 13:23:02 helpdesk RT: RT::Authen::ExternalAuth::CanonicalizeUserInfo
returning Disabled: , EmailAddress: , Gecos: tcuser, Name: tcuser,
Privileged:  (/opt/rt3/local/lib/RT/Authen/ExternalAuth.pm:665)
Feb 22 13:23:02 helpdesk RT: Autocreated authenticated user tcuser ()
(/opt/rt3/share/html/Callbacks/LDAP/autohandler/Auth:24)
Feb 22 13:23:02 helpdesk RT: FAILED LOGIN for tcuser from 192.168.100.191
(/opt/rt3/share/html/autohandler:251)

RT_SiteConfig.pm
# /etc/request-tracker3.6/RT_SiteConfig.pm
Set($rtname, 'helpdesk.example.com');
Set($Organization, 'example.com');
Set($CorrespondAddress , 'rt');
Set($CommentAddress , 'rt-comment');
Set($Timezone , 'US/Eastern');
Set($DatabaseType, 'mysql'); # e.g. Pg or mysql
Set($DatabaseUser , 'rtuser');
Set($DatabasePassword , 'super_duper_secret_password');
Set($DatabaseName , 'rtdb');
Set($WebPath , "/rt");
Set($WebBaseURL , "https://helpdesk.example.com");
Set($AuthMethods, ['LDAP', 'Internal']);
Set($LdapExternalAuth, 1);
Set($LdapExternalInfo, 1);
Set($LdapAutoCreateNonLdapUsers, 0);
Set($LdapAttrMap, {'Name' => 'sAMAccountName',
                   'EmailAddress' => 'mail',
                   'Organization' => 'company',
                   'RealName' => 'displayName',
                   'ExternalContactInfoId' => 'distinguishedName',
                   'ExternalAuthId' => 'sAMAccountName',
                   'Gecos' => 'sAMAccountName',
                   'WorkPhone' => 'telephoneNumber',
                   'Address1' => 'streetAddress',
                   'Address2' => 'streetAddress'}
);
Set($LdapRTAttrMatchList, ['Name', 'EmailAddress']
);
Set($LdapEmailAttrMatchList, ['mail']
);
Set($LdapServer, 'ldap://dc1.internal.example.com');
Set($LdapBase, 'cn=Users,dc=internal,dc=example,dc=com');
Set($LdapFilter, '(objectclass=user)');
Set($LdapUser, 'cn=rtbind,cn=Users,dc=internal,dc=example,dc=com');
Set($LdapPass, 'super_secret_password');
1;

>
>
> --
> RT training in Amsterdam, March 20-21:
> http://bestpractical.com/services/training.html
>
> Help improve RT by taking our user survey:
> https://www.surveymonkey.com/s/N23JW9T
>
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From bluethundr at gmail.com  Fri Feb 22 15:44:32 2013
From: bluethundr at gmail.com (Tim Dunphy)
Date: Fri, 22 Feb 2013 15:44:32 -0500
Subject: [rt-users] rt instance can't reply
In-Reply-To: <CAOZy0emWO_rw_d_=97opN4y+9DxHFcemKB2UAuhihK3GMjpTig@mail.gmail.com>
References: <CAOZy0emWO_rw_d_=97opN4y+9DxHFcemKB2UAuhihK3GMjpTig@mail.gmail.com>
Message-ID: <CAOZy0em4Zp9E4GndC7f3YrFR68rssiW-5PR-s-5mW-NF+-1dfg@mail.gmail.com>

I think my problem centers around this part of the logs:

[Fri Feb 22 20:39:02 2013] [info]: <
rt-4.0.10-3716-1361565542-874.2-6-0 at mycompany.com> sent  Cc:
request at mycompany.com(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:316)

[Fri Feb 22 20:39:02 2013] [debug]: Converting 'utf-8' to 'utf-8' for
text/plain - Re: [Operations #2] AutoReply: first ticket
(/usr/local/rt4/sbin/../lib/RT/I18N.pm:244)

[Fri Feb 22 20:39:02 2013] [debug]: About to think about scrips for
transaction #160 (/usr/local/rt4/sbin/../lib/RT/Transaction.pm:173)

[Fri Feb 22 20:39:02 2013] [debug]: Committing scrip #1 on txn #159 of
ticket #2 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:182)


Thanks,

Tim

On Fri, Feb 22, 2013 at 2:52 PM, Tim Dunphy <bluethundr at gmail.com> wrote:

> Hello,
>
>
> I just recently setup a new RT 4.0.10 instance and it's working great
> except for a certain key point. RT will reply to tickets by email but if
> you try to update the ticket to the 'reply' address you get nothing back.
> But the ticket itself is updated.
>
>  Currently I'm pulling RT's mail from another server with the addresses '
> request at mycompany.com', 'request-reply at mycompany.com' and '
> request-comment at mycompany.com'
>
> All three addresses seem to allow you to update the ticket but
> request-reply and request-comment does not send the user back a reply. The
> addresses are on another mail server and pulled down and into rt by a
> fetchmail client called 'getmail'. That worked really well for my last RT
> server and seems to be doing it's job here as well. Information is getting
> into tickets by email.
>
>  I'm thinking this might be a scrip issue. This is what I see happening in
> the logs when I send to the reply address:
>
>  Precedence: bulk
>
> X-RT-Loop-Prevention: mycompany.com
>
> RT-Ticket: mycompany.com #11
>
> Managed-BY: RT 4.0.10 (http://www.bestpractical.com/rt/)
>
> RT-Originator: tim.dunphy at mycompany.com
>
> CC: request at mycompany.com
>
> MIME-Version: 1.0
>
> Content-Transfer-Encoding: 8bit
>
> Content-Type: text/plain; charset="utf-8"
>
> X-RT-Original-Encoding: utf-8
> (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:651)
>
> [Fri Feb 22 19:32:02 2013] [debug]: Got user mail preference 'Individual
> messages' for user request at mycompany.com(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:665)
>
> [Fri Feb 22 19:32:02 2013] [debug]: Removing deferred recipients from Cc:
> line (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:674)
>
> [Fri Feb 22 19:32:02 2013] [debug]: Setting deferred recipients for
> attribute creation (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:683)
>
> [Fri Feb 22 19:32:02 2013] [debug]: Working on mailfield Bcc; recipients
> are  (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:644)
>
> [Fri Feb 22 19:32:02 2013] [debug]: Subject: Re: [Operations #11]
> AutoReply: another test to the queue
>
> From: "Tim Dunphy via RT" <request-reply at mycompany.com>
>
> Reply-To: request-reply at mycompany.com
>
> In-Reply-To: <CD4D31BE.E8401%tim.dunphy at mycompany.com>
>
> References: <RT-Ticket-11 at mycompany.com>
>
>  <rt-4.0.10-31060-1361559842-482.11-3-0 at mycompany.com>
>
>  <CD4D31BE.E8401%tim.dunphy at mycompany.com>
>
> Message-ID: <rt-4.0.10-31080-1361561522-380.11-6-0 at mycompany.com>
>
> Precedence: bulk
>
> X-RT-Loop-Prevention: mycompany.com
>
> RT-Ticket: mycompany.com #11
>
> Managed-BY: RT 4.0.10 (http://www.bestpractical.com/rt/)
>
> RT-Originator: tim.dunphy at mycompany.com
>
> CC: request at mycompany.com
>
> MIME-Version: 1.0
>
> Content-Transfer-Encoding: 8bit
>
> Content-Type: text/plain; charset="utf-8"
>
> X-RT-Original-Encoding: utf-8
> (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:651)
>
> [Fri Feb 22 19:32:02 2013] [debug]: Removing deferred recipients from Bcc:
> line (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:674)
>
> [Fri Feb 22 19:32:02 2013] [debug]: Setting deferred recipients for
> attribute creation (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:683)
>
> [Fri Feb 22 19:32:02 2013] [debug]: No recipients found for deferred
> delivery on transaction #108
> (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:696)
>
> [Fri Feb 22 19:32:02 2013] [info]: <
> rt-4.0.10-31080-1361561522-380.11-6-0 at mycompany.com> #11/108 - Scrip 6 On
> Correspond Notify Requestors and Ccs
> (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:285)
>
> [Fri Feb 22 19:32:02 2013] [info]: <
> rt-4.0.10-31080-1361561522-380.11-6-0 at mycompany.com> sent  Cc:
> request at mycompany.com(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:316)
>
> [Fri Feb 22 19:32:02 2013] [debug]: Converting 'utf-8' to 'utf-8' for
> text/plain - Re: [Operations #11] AutoReply: another test to the queue
> (/usr/local/rt4/sbin/../lib/RT/I18N.pm:244)
>
> [Fri Feb 22 19:32:02 2013] [debug]: About to think about scrips for
> transaction #109 (/usr/local/rt4/sbin/../lib/RT/Transaction.pm:173)
>
> [Fri Feb 22 19:32:02 2013] [debug]: Committing scrip #1 on txn #108 of
> ticket #11 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:182)
>
> [Fri Feb 22 19:32:02 2013] [debug]: Committing scrip #11 on txn #108 of
> ticket #11 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:182)
>
> [Fri Feb 22 19:32:02 2013] [debug]: Found 0 scrips for TransactionBatch
> stage with applicable type(s) Correspond for txn #108 on ticket #11
> (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:377)
>
> [Fri Feb 22 19:33:02 2013] [debug]: Converting 'utf-8' to 'utf-8' for
> text/plain - Re: [Operations #11] AutoReply: another test to the queue
> (/usr/local/rt4/sbin/../lib/RT/I18N.pm:244)
>
> [Fri Feb 22 19:33:02 2013] [critical]: RT Received mail (<
> rt-4.0.10-31080-1361561522-380.11-6-0 at mycompany.com>
>
> ) from itself. (/usr/local/rt4/sbin/../lib/RT/Interface/Email.pm:1846)
>
> [Fri Feb 22 19:33:02 2013] [crit]: RT thinks this message may be a bounce
> (/usr/local/rt4/sbin/../lib/RT/Interface/Email.pm:248)
>
> [Fri Feb 22 19:33:02 2013] [error]: Could not record email: Message
> Bounced (/usr/local/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75)
>
> I was hoping I could get some advice on how to get this to work.
>
> Thanks,
> Tim
>
> --
> GPG me!!
>
> gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B
>
>


-- 
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B
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From Raymond.Corbett at arcproductions.com  Fri Feb 22 16:04:20 2013
From: Raymond.Corbett at arcproductions.com (Raymond Corbett)
Date: Fri, 22 Feb 2013 21:04:20 +0000
Subject: [rt-users] Suppressing RT System itself entries in Ticket History
Message-ID: <5B09091AD62AE8478802740E5A5E10C3475853@ARCEXCHANGE.arc.local>

Is there a way to suppress the display of the "RT System itself" entries in Ticket Display?

The ones such as    The RT System itself - Outgoing email recorded



[ARC]<http://www.arcproductions.com/>

Ray Corbett  Technology Projects Manager

p: 416.682.5200 x5232  | f: 416.682.5209
Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4
www.arcproductions.com<http://www.arcproductions.com>



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From falcone at bestpractical.com  Fri Feb 22 16:28:36 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 22 Feb 2013 16:28:36 -0500
Subject: [rt-users] Suppressing RT System itself entries in Ticket
	History
In-Reply-To: <5B09091AD62AE8478802740E5A5E10C3475853@ARCEXCHANGE.arc.local>
References: <5B09091AD62AE8478802740E5A5E10C3475853@ARCEXCHANGE.arc.local>
Message-ID: <20130222212836.GJ1594@jibsheet.com>

On Fri, Feb 22, 2013 at 09:04:20PM +0000, Raymond Corbett wrote:
>    Is there a way to suppress the display of the "RT System itself" entries in Ticket Display?

Generally or specifically?

>    The ones such as    The RT System itself - Outgoing email recorded

Display of this is controlled by the ShowOutgoingEmail right, but keep
in mind that this also controls the box on Reply/Comment that shows
you who will get email.

If you want to prune more transactions, the SkipTransaction callback
in ShowHistory is your friend.

-kevin
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From Raymond.Corbett at arcproductions.com  Fri Feb 22 16:52:37 2013
From: Raymond.Corbett at arcproductions.com (Raymond Corbett)
Date: Fri, 22 Feb 2013 21:52:37 +0000
Subject: [rt-users] Suppressing RT System itself entries in
	Ticket	History
In-Reply-To: <20130222212836.GJ1594@jibsheet.com>
References: <5B09091AD62AE8478802740E5A5E10C3475853@ARCEXCHANGE.arc.local>
	<20130222212836.GJ1594@jibsheet.com>
Message-ID: <5B09091AD62AE8478802740E5A5E10C3475899@ARCEXCHANGE.arc.local>

Forgive me as we are very new the all the settings that RT offers and you are very kind. 

I would answer generally I would say. 

We would like to see the a history list on the ticket to track replies and comments and such but do not want to see all history entries such as:
Fri Feb 22 14:10:57 2013 The RT System itself - Outgoing email recorded
Fri Feb 22 14:10:57 2013 The RT System itself - Outgoing email recorded
Fri Feb 22 14:10:57 2013 The RT System itself - Status changed from 'new' to 'open'

You explain that this is controlled by the ShowOutgoingEmail        Is this an option somewhere, or is it a file that needs edited, or other?  I can see no option anywhere in RT 4.0.10 that is labeled  ShowOutgoingEmail.  


And you speak of SkipTransaction callback in ShowHistory.    Again are these files that need edited. 


Sorry   I have come a long way in getting an installation that looks like it will work well for us.  But just not sure if you talking of options I cant find or files that need edited. 



-----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, February 22, 2013 4:29 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Suppressing RT System itself entries in Ticket History

On Fri, Feb 22, 2013 at 09:04:20PM +0000, Raymond Corbett wrote:
>    Is there a way to suppress the display of the "RT System itself" entries in Ticket Display?

Generally or specifically?

>    The ones such as    The RT System itself - Outgoing email recorded

Display of this is controlled by the ShowOutgoingEmail right, but keep in mind that this also controls the box on Reply/Comment that shows you who will get email.

If you want to prune more transactions, the SkipTransaction callback in ShowHistory is your friend.

-kevin


From ktm at rice.edu  Fri Feb 22 19:03:57 2013
From: ktm at rice.edu (ktm at rice.edu)
Date: Fri, 22 Feb 2013 18:03:57 -0600
Subject: [rt-users] Suppressing RT System itself entries in Ticket
	History
In-Reply-To: <5B09091AD62AE8478802740E5A5E10C3475853@ARCEXCHANGE.arc.local>
References: <5B09091AD62AE8478802740E5A5E10C3475853@ARCEXCHANGE.arc.local>
Message-ID: <20130223000357.GA10782@aart.rice.edu>

On Fri, Feb 22, 2013 at 09:04:20PM +0000, Raymond Corbett wrote:
> Is there a way to suppress the display of the "RT System itself" entries in Ticket Display?
> 
> The ones such as    The RT System itself - Outgoing email recorded
> 
> 

Hi Ray,

We use something like this for RT 3.8.1x:

/opt/rt3> diff local/html/Ticket/Elements/ShowHistory share/html/Ticket/Elements/ShowHistory
87,90d86
< my $trans_content = {};
< map { $trans_content->{$_->TransactionId}->{$_->Id} = $_  } @attachment_content;
< my $trans_attachments = {};
< map { push (@{$trans_attachments->{$_->TransactionId}}, $_) } @attachments;
102,106d97
<     my $trans_creator = $Transaction->Creator;
<     my $trans_type = $Transaction->Type;
<     next if ( $trans_creator == 1 and $ShowHeaders != 1 and $trans_type ne "Create" );	# RT_System
<     next if ( $trans_creator == 96711 and $ShowHeaders != 1 );				# escalate
< 
108a100,105
>     my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } @attachments;
> 
>     my $trans_content = {};
>     grep { ($_->TransactionId == $Transaction->Id ) && ($trans_content->{$_->Id} = $_)  } @attachment_content;
> 
>    
124c121
<               Attachments          => $trans_attachments->{$Transaction->id},
---
>               Attachments          => \@trans_attachments,


You should be able to adjust this for your needs.

Cheers,
Ken


From trs at bestpractical.com  Fri Feb 22 19:14:29 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 22 Feb 2013 16:14:29 -0800
Subject: [rt-users] Suppressing RT System itself entries in Ticket
	History
In-Reply-To: <20130223000357.GA10782@aart.rice.edu>
References: <5B09091AD62AE8478802740E5A5E10C3475853@ARCEXCHANGE.arc.local>
	<20130223000357.GA10782@aart.rice.edu>
Message-ID: <512809E5.5080403@bestpractical.com>

On 02/22/2013 04:03 PM, ktm at rice.edu wrote:
> On Fri, Feb 22, 2013 at 09:04:20PM +0000, Raymond Corbett wrote:
>> Is there a way to suppress the display of the "RT System itself" entries in Ticket Display?
>>
>> The ones such as    The RT System itself - Outgoing email recorded
>>
>>
> 
> Hi Ray,
> 
> We use something like this for RT 3.8.1x:
> 
> /opt/rt3> diff local/html/Ticket/Elements/ShowHistory share/html/Ticket/Elements/ShowHistory

You can use a callback to do this much much cleaner and in a way that
won't break when we update ShowHistory in an upgrade.

Those are what my coworker Kevin was pointing Ray at.



From ktm at rice.edu  Sat Feb 23 11:29:03 2013
From: ktm at rice.edu (ktm at rice.edu)
Date: Sat, 23 Feb 2013 10:29:03 -0600
Subject: [rt-users] Suppressing RT System itself entries in Ticket
 History
In-Reply-To: <512809E5.5080403@bestpractical.com>
References: <5B09091AD62AE8478802740E5A5E10C3475853@ARCEXCHANGE.arc.local>
	<20130223000357.GA10782@aart.rice.edu>
	<512809E5.5080403@bestpractical.com>
Message-ID: <20130223162903.GA19991@aart.rice.edu>

On Fri, Feb 22, 2013 at 04:14:29PM -0800, Thomas Sibley wrote:
> On 02/22/2013 04:03 PM, ktm at rice.edu wrote:
> > On Fri, Feb 22, 2013 at 09:04:20PM +0000, Raymond Corbett wrote:
> >> Is there a way to suppress the display of the "RT System itself" entries in Ticket Display?
> >>
> >> The ones such as    The RT System itself - Outgoing email recorded
> >>
> >>
> > 
> > Hi Ray,
> > 
> > We use something like this for RT 3.8.1x:
> > 
> > /opt/rt3> diff local/html/Ticket/Elements/ShowHistory share/html/Ticket/Elements/ShowHistory
> 
> You can use a callback to do this much much cleaner and in a way that
> won't break when we update ShowHistory in an upgrade.
> 
> Those are what my coworker Kevin was pointing Ray at.
> 

Yes, the callback is definitely the way to go. I have not seen a post of
the needed code and I have not had time to write it myself. Hence the crude
diff with maintenance concerns during an upgrade, but actual code.

Cheers,
Ken


From jvdwege at xs4all.nl  Sat Feb 23 14:58:57 2013
From: jvdwege at xs4all.nl (Joop)
Date: Sat, 23 Feb 2013 20:58:57 +0100
Subject: [rt-users] Suppressing RT System itself entries in Ticket
	History
In-Reply-To: <5B09091AD62AE8478802740E5A5E10C3475853@ARCEXCHANGE.arc.local>
References: <5B09091AD62AE8478802740E5A5E10C3475853@ARCEXCHANGE.arc.local>
Message-ID: <51291F81.2050509@xs4all.nl>

Raymond Corbett wrote:
>
> Is there a way to suppress the display of the "RT System itself" 
> entries in Ticket Display?
>
>  
>
> The ones such as    The RT System itself -- Outgoing email recorded
>
>  
>
Have a look at RT::Extension::HistoryFilter, I think it will do exactly 
what you want.

Joop

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From ktm at rice.edu  Sat Feb 23 16:28:46 2013
From: ktm at rice.edu (ktm at rice.edu)
Date: Sat, 23 Feb 2013 15:28:46 -0600
Subject: [rt-users] Suppressing RT System itself entries in Ticket
 History
In-Reply-To: <51291F81.2050509@xs4all.nl>
References: <5B09091AD62AE8478802740E5A5E10C3475853@ARCEXCHANGE.arc.local>
	<51291F81.2050509@xs4all.nl>
Message-ID: <20130223212846.GJ19940@aart.rice.edu>

On Sat, Feb 23, 2013 at 08:58:57PM +0100, Joop wrote:
> Raymond Corbett wrote:
> >
> >Is there a way to suppress the display of the "RT System itself"
> >entries in Ticket Display?
> >
> >
> >The ones such as    The RT System itself -- Outgoing email recorded
> >
> >
> Have a look at RT::Extension::HistoryFilter, I think it will do
> exactly what you want.
> 
> Joop
> 

Thank you for the pointer. I missed this one. It was nice to get rid of
the file edit and use a callback instead.

Regards,
Ken


From nesius at gmail.com  Sat Feb 23 16:54:58 2013
From: nesius at gmail.com (Robert Nesius)
Date: Sat, 23 Feb 2013 15:54:58 -0600
Subject: [rt-users] Thx Best Practical Devs!
Message-ID: <F664D038-93C4-43F2-BBDC-5B19D366B323@gmail.com>


I upgraded my RT 4.0.4 install to 4.0.10 last night.  I just wanted to give a tip of the hat to best-practical team for making that a very smooth process.  3.8.x to 4.0 was necessarily a bit of a bear - and even that was pretty darned smooth.   But the dot-release upgrade was cake. 

Thanks guys! :) 

-Rob

From cwfox at us.fujitsu.com  Sat Feb 23 18:41:13 2013
From: cwfox at us.fujitsu.com (Camron W. Fox)
Date: Sat, 23 Feb 2013 13:41:13 -1000
Subject: [rt-users] DateTime/Set.pm not found in @INC
Message-ID: <51295399.3000202@us.fujitsu.com>

Alle,

	I've just installed RTx-Calendar and restarted httpd, which resulted in
this error, even though DateTime/Set.pm is in perl's @INC path:

[cwfox at admin-new perl]$ pwd
/opt/perl
[cwfox at admin-new perl]$ /opt/perl/bin/perl -le 'print foreach @INC'
/opt/perl/lib/site_perl/5.16.2/x86_64-linux
/opt/perl/lib/site_perl/5.16.2
/opt/perl/lib/5.16.2/x86_64-linux
/opt/perl/lib/5.16.2
.
[cwfox at admin-new perl]$ find . -name Set.pm | grep DateTime
./lib/site_perl/5.16.2/DateTime/Set.pm
[cwfox at admin-new perl]$ sudo service httpd start
Starting httpd: [Sat Feb 23 23:38:57 2013] [warning]:   (in cleanup)
Error while loading /opt/rt4/sbin/rt-server: Can't locate
DateTime/Set.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib
/opt/rt4/local/plugins/RT-Extension-Gravatar/lib
/opt/rt4/local/plugins/RT-Extension-HistoryFilter/lib
/opt/rt4/local/plugins/RT-Extension-SLA/lib
/opt/rt4/local/plugins/RT-Extension-SummaryByUser/lib
/opt/rt4/local/plugins/RTx-EmailCompletion/lib
/opt/rt4/local/plugins/RTx-Calendar/lib /opt/rt4/sbin/../lib
/usr/local/lib64/perl5 /usr/local/share/perl5
/usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl
/usr/lib64/perl5 /usr/share/perl5 . /etc/httpd) at
/opt/rt4/local/plugins/RTx-Calendar/lib/RTx/Calendar.pm line 5.
BEGIN failed--compilation aborted at
/opt/rt4/local/plugins/RTx-Calendar/lib/RTx/Calendar.pm line 5.
Compilation failed in require at /opt/rt4/sbin/../lib/RT.pm line 686.
(/opt/rt4/sbin/../lib/RT.pm:358)
httpd: Could not reliably determine the server's fully qualified domain
name, using admin-new.subaru.nao.ac.jp for ServerName
                                                           [  OK  ]
[cwfox at admin-new perl]$

	Can anyone tell me how to fix this without resorting to adding the
site_perl to the path?

Best Regards,
Camron

-- 
Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu Management Services of America, Inc.
E-mail:		cwfox at us.fujitsu.com



From elacour at easter-eggs.com  Mon Feb 25 04:27:18 2013
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Mon, 25 Feb 2013 10:27:18 +0100
Subject: [rt-users] Global settings for portals on RT at a Glance
In-Reply-To: <5B09091AD62AE8478802740E5A5E10C347511D@ARCEXCHANGE.arc.local>
References: <5B09091AD62AE8478802740E5A5E10C347511D@ARCEXCHANGE.arc.local>
Message-ID: <20130225092718.GC4867@easter-eggs.com>

On Thu, Feb 21, 2013 at 05:14:11PM +0000, Raymond Corbett wrote:
>    No problem setting the global look of RT at a Glance for all users.
> 
>    My question.? How can one globally change the Display Columns in the
>    portal?? Newest Unowned Tickets?
> 
>    By default the columns are? id, subject, queue, satus, created relative,
>    take
> 
>    I would like to add the column for ?Created by? which I can do easily
>    enough, but have that a global change that all users inherit on login.
> 


As SuperUser, go to RT home page, then click on "Edit" on top right of
the "Newest Unowned Tickets" area. Then, above "Sorting", click on
"Search - Unowned Tickets" in the "You can also edit the predefined
search itself: Search - Unowned Tickets" sentence. Then you're editing
this search, add the wanted fields at the bottom and then click on the
right, in the "Saved search" box on "Update". You're done ;)


-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From elacour at easter-eggs.com  Mon Feb 25 04:29:31 2013
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Mon, 25 Feb 2013 10:29:31 +0100
Subject: [rt-users] Mandatory Fields enforcement
In-Reply-To: <34B484B6-E4AD-4072-9DC6-BA2016E3C2CB@umbc.edu>
References: <32131D7F-85FD-440A-8973-265964742665@umbc.edu>
	<34B484B6-E4AD-4072-9DC6-BA2016E3C2CB@umbc.edu>
Message-ID: <20130225092931.GD4867@easter-eggs.com>

On Fri, Feb 22, 2013 at 07:03:48AM -0500, Joe Kirby wrote:
>      I have installed the extension, with help from Rus (Thank You), to
>      require mandatory fields be filled in prior to a response or comment.
>      Is there a way to enforce this on any update except the queue change?
>      I have situations where a ticket is created in queue A which has no CF's
>      and then transferred to queue B which has 1 to many mandatory CF's.?
>      In order to maintain the integrity of the CF's value I need to make sure
>      folks are updating.?
>      Yes I have asked, etc. but they just get going so fast they do not
>      always remember.


What about enforcing to fill those fields at the "resolved" stage?


-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From elacour at easter-eggs.com  Mon Feb 25 04:32:11 2013
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Mon, 25 Feb 2013 10:32:11 +0100
Subject: [rt-users] Changing Default Values in RT
In-Reply-To: <5B09091AD62AE8478802740E5A5E10C34756C6@ARCEXCHANGE.arc.local>
References: <5B09091AD62AE8478802740E5A5E10C34756C6@ARCEXCHANGE.arc.local>
Message-ID: <20130225093211.GE4867@easter-eggs.com>

On Fri, Feb 22, 2013 at 06:13:25PM +0000, Raymond Corbett wrote:
> 
>    Quick Ticket Creation???? Owner defaults to? ?Me???? We would like the
>    default to be? ?Nobody?
> 


no configuration way for this, you have to patch the file
"share/html/Elements/QuickCreate" (not that difficult, but document this
to ease RT upgrades).

then don't forget to erase the mason cache (path_to_rt/var/mason_data/*)
and restart the web server.


-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From falcone at bestpractical.com  Mon Feb 25 11:04:10 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 25 Feb 2013 11:04:10 -0500
Subject: [rt-users] DateTime/Set.pm not found in @INC
In-Reply-To: <51295399.3000202@us.fujitsu.com>
References: <51295399.3000202@us.fujitsu.com>
Message-ID: <20130225160410.GK1594@jibsheet.com>

Are you sure that this perl /opt/perl/bin/perl

> [cwfox at admin-new perl]$ /opt/perl/bin/perl -le 'print foreach @INC'
> /opt/perl/lib/site_perl/5.16.2/x86_64-linux
> /opt/perl/lib/site_perl/5.16.2
> /opt/perl/lib/5.16.2/x86_64-linux
> /opt/perl/lib/5.16.2

Is the same as this perl?

> /usr/local/lib64/perl5 /usr/local/share/perl5
> /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl
> /usr/lib64/perl5 /usr/share/perl5 . /etc/httpd) at

It looks like RT is running under /usr/bin/perl (the system perl) and
anything you install into your custom perl will be unavailable.

Disable the calendar plugin and start up RT and visit the System
Configuration page to compare the perl -V output at the bottom to the
results of /usr/bin/perl -V and /opt/perl/bin/perl -V

Keep in mind, if you're using a packaged mod_perl you're almost
certainly *not* using your custom built perl.

-kevin
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From falcone at bestpractical.com  Mon Feb 25 11:07:27 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 25 Feb 2013 11:07:27 -0500
Subject: [rt-users] Suppressing RT System itself entries in
	Ticket	History
In-Reply-To: <5B09091AD62AE8478802740E5A5E10C3475899@ARCEXCHANGE.arc.local>
References: <5B09091AD62AE8478802740E5A5E10C3475853@ARCEXCHANGE.arc.local>
	<20130222212836.GJ1594@jibsheet.com>
	<5B09091AD62AE8478802740E5A5E10C3475899@ARCEXCHANGE.arc.local>
Message-ID: <20130225160727.GL1594@jibsheet.com>

On Fri, Feb 22, 2013 at 09:52:37PM +0000, Raymond Corbett wrote:
> Forgive me as we are very new the all the settings that RT offers and you are very kind. 
> 
> I would answer generally I would say. 
> 
> We would like to see the a history list on the ticket to track replies and comments and such but do not want to see all history entries such as:
> Fri Feb 22 14:10:57 2013 The RT System itself - Outgoing email recorded
> Fri Feb 22 14:10:57 2013 The RT System itself - Outgoing email recorded
> Fri Feb 22 14:10:57 2013 The RT System itself - Status changed from 'new' to 'open'
> 
> You explain that this is controlled by the ShowOutgoingEmail Is this
> an option somewhere, or is it a file that needs edited, or other? I
> can see no option anywhere in RT 4.0.10 that is labeled
> ShowOutgoingEmail.

I called it the 'ShowOutgoingEmail right' - It's a right you grant to
a group/user.  If you're running around as a SuperUser (root) you're
going to see everything unless you change code as suggested elsewhere
in the thread.

ShowOutgoingEmail is only going to suppress the Ougoing email
recorded.  The status changes don't have a right tied to them and
hiding them is unusual.

> And you speak of SkipTransaction callback in ShowHistory.    Again are these files that need edited. 
> 
> Sorry I have come a long way in getting an installation that looks
> like it will work well for us. But just not sure if you talking of
> options I cant find or files that need edited.

Customizing in general is documented here
http://requesttracker.wikia.com/wiki/Customizing and there is a
Callbacks link there.

-kevin
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From itsallpartoftheplan187 at gmail.com  Mon Feb 25 11:08:02 2013
From: itsallpartoftheplan187 at gmail.com (Lynch)
Date: Mon, 25 Feb 2013 08:08:02 -0800 (PST)
Subject: [rt-users] automaticaly set a reminder of 2,
 5h to every new ticket in queue xxx
In-Reply-To: <1361525789296-52855.post@n7.nabble.com>
References: <1361437437121-52830.post@n7.nabble.com>
	<20130221170101.GF1594@jibsheet.com>
	<1361525789296-52855.post@n7.nabble.com>
Message-ID: <1361808482532-52883.post@n7.nabble.com>

maybe this helps you guys helping me!

My Cronjob:
                /  5 * * * * /usr/bin/rt-crontool%                  
                  --search RT::Search::FromSQL 
                  --search-arg 'Type = "reminder" and (Status = "open" or
Status = "new")' 
                  --condition RT::Condition::BeforeDue 
                  --condition-arg 71h 
                  --action RT::Action::SendEmail 
                  --action-arg Owner 
                  --transaction first 
                  --template '150minremind'/


My Template (with the name "150 min remind")

/   To: { $Target = $Ticket->RefersTo->First->TargetObj; ($Argument eq
'TicketOwner' ? $Target : $Ticket)->OwnerObj->EmailAddress }
   Subject: {$Ticket->Subject} is due {$Ticket->DueAsString}
   
   Just a friendly heads up.  This reminder is for ticket #{$Target->Id}.
   
   {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Target->Id}/









--
View this message in context: http://requesttracker.8502.n7.nabble.com/automaticaly-set-a-reminder-of-2-5h-to-every-new-ticket-in-queue-xxx-tp52830p52883.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From kirby at umbc.edu  Mon Feb 25 12:07:04 2013
From: kirby at umbc.edu (Joe Kirby)
Date: Mon, 25 Feb 2013 12:07:04 -0500
Subject: [rt-users] Mandatory Fields enforcement
In-Reply-To: <mailman.5.1361811602.30167.rt-users@lists.bestpractical.com>
References: <mailman.5.1361811602.30167.rt-users@lists.bestpractical.com>
Message-ID: <9BD35889-A2FF-4B85-A6DE-A91200FD3B46@umbc.edu>


On Feb 25, 2013, at 12:00 PM, rt-users-request at lists.bestpractical.com wrote:

> 
> ------------------------------
> 
> Message: 2
> Date: Mon, 25 Feb 2013 10:29:31 +0100
> From: Emmanuel Lacour <elacour at easter-eggs.com>
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Mandatory Fields enforcement
> Message-ID: <20130225092931.GD4867 at easter-eggs.com>
> Content-Type: text/plain; charset=iso-8859-1
> 
> On Fri, Feb 22, 2013 at 07:03:48AM -0500, Joe Kirby wrote:
>>     I have installed the extension, with help from Rus (Thank You), to
>>     require mandatory fields be filled in prior to a response or comment.
>>     Is there a way to enforce this on any update except the queue change?
>>     I have situations where a ticket is created in queue A which has no CF's
>>     and then transferred to queue B which has 1 to many mandatory CF's.?
>>     In order to maintain the integrity of the CF's value I need to make sure
>>     folks are updating.?
>>     Yes I have asked, etc. but they just get going so fast they do not
>>     always remember.
> 
> 
> What about enforcing to fill those fields at the "resolved" stage?

I have that in place now as an outcome of the Extension for correspondence but I was hoping to have it done much earlier in the process for reporting purposes and also not to slow down the resolution process

Thanks for your post.

Joe

> 
> 
> -- 
> Easter-eggs                              Sp?cialiste GNU/Linux
> 44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
> Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
> mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com
> 
> 

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From trs at bestpractical.com  Mon Feb 25 15:17:15 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 25 Feb 2013 12:17:15 -0800
Subject: [rt-users] Thx Best Practical Devs!
In-Reply-To: <F664D038-93C4-43F2-BBDC-5B19D366B323@gmail.com>
References: <F664D038-93C4-43F2-BBDC-5B19D366B323@gmail.com>
Message-ID: <512BC6CB.4080103@bestpractical.com>

On 02/23/2013 01:54 PM, Robert Nesius wrote:
> I upgraded my RT 4.0.4 install to 4.0.10 last night.  I just wanted
> to give a tip of the hat to best-practical team for making that a
> very smooth process.  3.8.x to 4.0 was necessarily a bit of a bear -
> and even that was pretty darned smooth.   But the dot-release upgrade
> was cake.
> 
> Thanks guys! :)

That's great to hear.  :)  Smooth minor point releases within a release
series are what we're aiming for.  It's about making it easier for
people to stay current.


From jbuell at countrysampler.com  Mon Feb 25 19:09:37 2013
From: jbuell at countrysampler.com (John Buell)
Date: Tue, 26 Feb 2013 00:09:37 +0000
Subject: [rt-users] Ready to roll?
Message-ID: <F29439DECCB52B42A0D6B9071C68A5B90FBB5EFE@CSMAGEX1.us.ecc.ads>

Ok, I have users set up, groups set up (company departments), queues set up.... The RT box seems to be sending messages back and forth to our main Exchange box with no trouble at all.... The RT web interface itself is only viewable from within our network, but I don't personally see that as a problem.... I JUST got the RT book today and implemented the backups for MySQL (and copying a few .pm files) onto a removable USB drive with no issue, and now scheduled that to run via cron every night at midnight.... Are there any other last second gotchas I should beware of before I unleash all of my users onto RT?

And my two cents: This is a great product, and I'm glad I spent the money on the ORA book. Thanks also to everyone on this list who has responded to me so far, I'm really looking forward to putting RT to good use!

-John
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From cloos at netcologne.de  Tue Feb 26 01:53:32 2013
From: cloos at netcologne.de (Christian Loos)
Date: Tue, 26 Feb 2013 07:53:32 +0100
Subject: [rt-users] Ready to roll?
In-Reply-To: <F29439DECCB52B42A0D6B9071C68A5B90FBB5EFE@CSMAGEX1.us.ecc.ads>
References: <F29439DECCB52B42A0D6B9071C68A5B90FBB5EFE@CSMAGEX1.us.ecc.ads>
Message-ID: <512C5BEC.4050107@netcologne.de>

Don't forget the cronjobs:
https://github.com/bestpractical/rt/blob/stable/README#L190
https://github.com/bestpractical/rt/blob/stable/README#L198

Chris


Am 26.02.2013 01:09, schrieb John Buell:
> Ok, I have users set up, groups set up (company departments), queues set
> up?. The RT box seems to be sending messages back and forth to our main
> Exchange box with no trouble at all?. The RT web interface itself is
> only viewable from within our network, but I don?t personally see that
> as a problem?. I JUST got the RT book today and implemented the backups
> for MySQL (and copying a few .pm files) onto a removable USB drive with
> no issue, and now scheduled that to run via cron every night at
> midnight?. Are there any other last second gotchas I should beware of
> before I unleash all of my users onto RT?
> 
>  
> 
> And my two cents: This is a great product, and I?m glad I spent the
> money on the ORA book. Thanks also to everyone on this list who has
> responded to me so far, I?m really looking forward to putting RT to good
> use!
> 
>  
> 
> -John



From jbuell at countrysampler.com  Tue Feb 26 09:56:28 2013
From: jbuell at countrysampler.com (John Buell)
Date: Tue, 26 Feb 2013 14:56:28 +0000
Subject: [rt-users] Ready to roll?
In-Reply-To: <512C5BEC.4050107@netcologne.de>
References: <F29439DECCB52B42A0D6B9071C68A5B90FBB5EFE@CSMAGEX1.us.ecc.ads>
	<512C5BEC.4050107@netcologne.de>
Message-ID: <F29439DECCB52B42A0D6B9071C68A5B90FBB77DA@CSMAGEX1.us.ecc.ads>

Got 'em! Thanks!

-----Original Message-----
From: Christian Loos [mailto:cloos at netcologne.de] 
Sent: Tuesday, February 26, 2013 12:54 AM
To: John Buell
Cc: rt-users at lists.bestpractical.com
Subject: Re: Ready to roll?

Don't forget the cronjobs:
https://github.com/bestpractical/rt/blob/stable/README#L190
https://github.com/bestpractical/rt/blob/stable/README#L198

Chris


Am 26.02.2013 01:09, schrieb John Buell:
> Ok, I have users set up, groups set up (company departments), queues 
> set up.... The RT box seems to be sending messages back and forth to our 
> main Exchange box with no trouble at all.... The RT web interface itself 
> is only viewable from within our network, but I don't personally see 
> that as a problem.... I JUST got the RT book today and implemented the 
> backups for MySQL (and copying a few .pm files) onto a removable USB 
> drive with no issue, and now scheduled that to run via cron every 
> night at midnight.... Are there any other last second gotchas I should 
> beware of before I unleash all of my users onto RT?
> 
>  
> 
> And my two cents: This is a great product, and I'm glad I spent the 
> money on the ORA book. Thanks also to everyone on this list who has 
> responded to me so far, I'm really looking forward to putting RT to 
> good use!
> 
>  
> 
> -John



From Raymond.Corbett at arcproductions.com  Tue Feb 26 10:01:46 2013
From: Raymond.Corbett at arcproductions.com (Raymond Corbett)
Date: Tue, 26 Feb 2013 15:01:46 +0000
Subject: [rt-users] Code change causing load error  Help!
Message-ID: <5B09091AD62AE8478802740E5A5E10C3475FD4@ARCEXCHANGE.arc.local>

Rt4/share/html/Elements/QuickCreate

The default owner is Me    and  we wanted to change that to  nobody

Original code in file:

<select type="select" name="Owner">
option value="<%$session{'CurrentUser'}->id%>" selected="selected"><%><&|l&>Me</&></option>
option value="<%RT->Nobody->id%>"><%loc('Nobody')%></option>
</select>

Tried changing to:

<select type="select" name="Owner">
option value="<%$session{'CurrentUser'}->id%>" ><%><&|l&>Me</&></option>
option value="<%RT->Nobody->id%>" selected="selected"><%loc('Nobody')%></option>
</select>


Deleted mason_data/obj/*  and restarted rt4 server

Error log:
[Tue Feb 26 14:52:02 2013] [error]: could not find component for path 'l'

Stack:
  [/n/software/linux/servers/rt4/share/html/Elements/QuickCreate:65]
  [/n/software/linux/servers/rt4/share/html/Widgets/TitleBox:56]
  [/n/software/linux/servers/rt4/share/html/Elements/QuickCreate:80]
  [/n/software/linux/servers/rt4/share/html/Elements/MyRT:95]
  [/n/software/linux/servers/rt4/share/html/index.html:78]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:634]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335]
  [/n/software/linux/servers/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)


[ARC]<http://www.arcproductions.com/>

Ray Corbett  Technology Projects Manager

p: 416.682.5200 x5232  | f: 416.682.5209
Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4
www.arcproductions.com<http://www.arcproductions.com>



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From elacour at easter-eggs.com  Tue Feb 26 10:11:19 2013
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 26 Feb 2013 16:11:19 +0100
Subject: [rt-users] Code change causing load error  Help!
In-Reply-To: <5B09091AD62AE8478802740E5A5E10C3475FD4@ARCEXCHANGE.arc.local>
References: <5B09091AD62AE8478802740E5A5E10C3475FD4@ARCEXCHANGE.arc.local>
Message-ID: <20130226151118.GA4360@easter-eggs.com>

On Tue, Feb 26, 2013 at 03:01:46PM +0000, Raymond Corbett wrote:
>    option value="<%$session{'CurrentUser'}->id%>" ><%><&|l&>Me</&></option>
> 

you're missing a "/":

<&|/l&>



-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From kmtowne at gmail.com  Tue Feb 26 10:19:35 2013
From: kmtowne at gmail.com (Ken Towne)
Date: Tue, 26 Feb 2013 10:19:35 -0500
Subject: [rt-users] Installing RT4.0 and RT 3.8 on same system
In-Reply-To: <CAAVoeKHFgJ7yee9+feSmhM=ZAH6no4qspqKhAwYE90p0SUbH7w@mail.gmail.com>
References: <CAAVoeKHFgJ7yee9+feSmhM=ZAH6no4qspqKhAwYE90p0SUbH7w@mail.gmail.com>
Message-ID: <CAAVoeKF1WeiG=BuUrvd6TL5qrEY_JtM0GKZXwPF9Ns0xKY-D5Q@mail.gmail.com>

I am trying to install a version of RT4.0.10 and RT3.8.16 w/RTIR so that we
can evaluate which framework would work best with our team. I installed RT4
successfully but after following all the directiosn for RT3.8 I receive the
following error:

Wrong version of RT  found; need 3.8.* at /opt/rt3/bin/webmux.pl line
163.\nCompilation failed in require at (eval 218) line 1.\n
Action 'configtest' failed.

I've made sure to use separate databases for the two instances. RT4 is
installed to /opt/rt4 and RT3 is installed to /opt/rt3.

Any luck with having both versions running on the same machine?

-- 
- Ken



-- 
- Ken
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From meugeniamg at gmail.com  Tue Feb 26 10:20:42 2013
From: meugeniamg at gmail.com (=?ISO-8859-1?Q?M=AA_Eugenia_Moreno?=)
Date: Tue, 26 Feb 2013 15:20:42 +0000
Subject: [rt-users] Apache error: Cannot allocate memory: fork: Unable to
	fork new process
Message-ID: <CAAbcuvwc2bx=3h374MbTVrZW3ZhUB8tsHiQw77j4oKv=81WJKw@mail.gmail.com>

Hi All,

I have configured RT with Apache2 and mod_perl2 but I am not able to see RT
site on the browser.

When I check apache log file I can see the following error:
[error] (12)Cannot allocate memory: fork: Unable to fork new process

I am running in a AWS micro instance with 600 MB of RAM.

Is not 600 MB enough RAM for RT?

Any suggestion would be very helpul,

Thanks a lot.
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From Raymond.Corbett at arcproductions.com  Tue Feb 26 10:39:09 2013
From: Raymond.Corbett at arcproductions.com (Raymond Corbett)
Date: Tue, 26 Feb 2013 15:39:09 +0000
Subject: [rt-users] Code change causing load error  Help!
In-Reply-To: <5B09091AD62AE8478802740E5A5E10C3475FD4@ARCEXCHANGE.arc.local>
References: <5B09091AD62AE8478802740E5A5E10C3475FD4@ARCEXCHANGE.arc.local>
Message-ID: <5B09091AD62AE8478802740E5A5E10C347606B@ARCEXCHANGE.arc.local>

Emmanuel thank you!

As Emmanuel pointed out I was missing a /

That fixed things up except now I have the owner field but no selections in the list, the Me and Nobody.

<select type="select" name="Owner">
option value="<%$session{'CurrentUser'}->id%>"><&|/l&>Me</&></option>
option value="<%RT->Nobody->id%>" selected="selected"><%loc('Nobody')%></option>
</select>

[cid:image002.png at 01CE140D.81F376F0]


From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Raymond Corbett
Sent: Tuesday, February 26, 2013 10:02 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Code change causing load error Help!

Rt4/share/html/Elements/QuickCreate

The default owner is Me    and  we wanted to change that to  nobody

Original code in file:

<select type="select" name="Owner">
option value="<%$session{'CurrentUser'}->id%>" selected="selected"><%><&|l&>Me</&></option>
option value="<%RT->Nobody->id%>"><%loc('Nobody')%></option>
</select>

Tried changing to:

<select type="select" name="Owner">
option value="<%$session{'CurrentUser'}->id%>" ><%><&|l&>Me</&></option>
option value="<%RT->Nobody->id%>" selected="selected"><%loc('Nobody')%></option>
</select>


Deleted mason_data/obj/*  and restarted rt4 server

Error log:
[Tue Feb 26 14:52:02 2013] [error]: could not find component for path 'l'

Stack:
  [/n/software/linux/servers/rt4/share/html/Elements/QuickCreate:65]
  [/n/software/linux/servers/rt4/share/html/Widgets/TitleBox:56]
  [/n/software/linux/servers/rt4/share/html/Elements/QuickCreate:80]
  [/n/software/linux/servers/rt4/share/html/Elements/MyRT:95]
  [/n/software/linux/servers/rt4/share/html/index.html:78]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:634]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335]
  [/n/software/linux/servers/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)


[ARC]<http://www.arcproductions.com/>

Ray Corbett  Technology Projects Manager

p: 416.682.5200 x5232  | f: 416.682.5209
Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4
www.arcproductions.com<http://www.arcproductions.com>



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From ptomblin at xcski.com  Tue Feb 26 10:46:11 2013
From: ptomblin at xcski.com (Paul Tomblin)
Date: Tue, 26 Feb 2013 10:46:11 -0500
Subject: [rt-users] Code change causing load error Help!
In-Reply-To: <5B09091AD62AE8478802740E5A5E10C347606B@ARCEXCHANGE.arc.local>
References: <5B09091AD62AE8478802740E5A5E10C3475FD4@ARCEXCHANGE.arc.local>
	<5B09091AD62AE8478802740E5A5E10C347606B@ARCEXCHANGE.arc.local>
Message-ID: <CAJCD8L-L21bJUtyvzeXbjosJ94CS+B-t=ENR4ug8-s19NJpw_A@mail.gmail.com>

On Tue, Feb 26, 2013 at 10:39 AM, Raymond Corbett <
Raymond.Corbett at arcproductions.com> wrote:

> That fixed things up except now I have the owner field but no selections
> in the list, the Me and Nobody. ****
>
> ** **
>
> <select type="select" name="Owner">****
>
> option value="<%$session{'CurrentUser'}->id%>"><&|/l&>Me</&></option>****
>
> option value="<%RT->Nobody->id%>"
> selected="selected"><%loc('Nobody')%></option>****
>
> </select>
>

Those "option value..." should be "<option value...".


-- 
http://www.linkedin.com/in/paultomblin
http://careers.stackoverflow.com/ptomblin
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From ruz at bestpractical.com  Tue Feb 26 11:49:15 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 26 Feb 2013 20:49:15 +0400
Subject: [rt-users] Apache error: Cannot allocate memory: fork: Unable
 to fork new process
In-Reply-To: <CAAbcuvwc2bx=3h374MbTVrZW3ZhUB8tsHiQw77j4oKv=81WJKw@mail.gmail.com>
References: <CAAbcuvwc2bx=3h374MbTVrZW3ZhUB8tsHiQw77j4oKv=81WJKw@mail.gmail.com>
Message-ID: <CAMOxC8ud-AsD_-=+8oLwZwuuueZYcwGWry9L-XRSpVJ_MgDyOA@mail.gmail.com>

Hi,

You've picked one of memory hungry setups. Check out extension to help
run RT with Nginx [1]. Still you will have to lower number of
processes that serve, put DB on diet.

[1] http://search.cpan.org/~ruz/RT-Extension-Nginx-0.03/lib/RT/Extension/Nginx.pm

On Tue, Feb 26, 2013 at 7:20 PM, M? Eugenia Moreno <meugeniamg at gmail.com> wrote:
> Hi All,
>
> I have configured RT with Apache2 and mod_perl2 but I am not able to see RT
> site on the browser.
>
> When I check apache log file I can see the following error:
> [error] (12)Cannot allocate memory: fork: Unable to fork new process
>
> I am running in a AWS micro instance with 600 MB of RAM.
>
> Is not 600 MB enough RAM for RT?
>
> Any suggestion would be very helpul,
>
> Thanks a lot.
>
>
>
> --
> RT training in Amsterdam, March 20-21:
> http://bestpractical.com/services/training.html
>
> Help improve RT by taking our user survey:
> https://www.surveymonkey.com/s/N23JW9T



-- 
Best regards, Ruslan.


From falcone at bestpractical.com  Tue Feb 26 12:35:26 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 26 Feb 2013 12:35:26 -0500
Subject: [rt-users] Ready to roll?
In-Reply-To: <F29439DECCB52B42A0D6B9071C68A5B90FBB77DA@CSMAGEX1.us.ecc.ads>
References: <F29439DECCB52B42A0D6B9071C68A5B90FBB5EFE@CSMAGEX1.us.ecc.ads>
	<512C5BEC.4050107@netcologne.de>
	<F29439DECCB52B42A0D6B9071C68A5B90FBB77DA@CSMAGEX1.us.ecc.ads>
Message-ID: <20130226173526.GM1594@jibsheet.com>

On Tue, Feb 26, 2013 at 02:56:28PM +0000, John Buell wrote:
> Am 26.02.2013 01:09, schrieb John Buell:
> > Ok, I have users set up, groups set up (company departments), queues 
> > set up.... The RT box seems to be sending messages back and forth to our 
> > main Exchange box with no trouble at all.... The RT web interface itself 
> > is only viewable from within our network, but I don't personally see 
> > that as a problem.... I JUST got the RT book today and implemented the 
> > backups for MySQL (and copying a few .pm files) onto a removable USB 
> > drive with no issue, and now scheduled that to run via cron every 
> > night at midnight.... Are there any other last second gotchas I should 
> > beware of before I unleash all of my users onto RT?

On the topic of backups, I assume you've seen the new backups
documentation?
http://bestpractical.com/rt/docs/latest/backups.html

Other common things - make sure you have monitoring in place on the
machine, otherwise when you start to run low on space or have a load
spike you'll have no way to triage what happened.

-kevin
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From falcone at bestpractical.com  Tue Feb 26 12:36:30 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 26 Feb 2013 12:36:30 -0500
Subject: [rt-users] Installing RT4.0 and RT 3.8 on same system
In-Reply-To: <CAAVoeKF1WeiG=BuUrvd6TL5qrEY_JtM0GKZXwPF9Ns0xKY-D5Q@mail.gmail.com>
References: <CAAVoeKHFgJ7yee9+feSmhM=ZAH6no4qspqKhAwYE90p0SUbH7w@mail.gmail.com>
	<CAAVoeKF1WeiG=BuUrvd6TL5qrEY_JtM0GKZXwPF9Ns0xKY-D5Q@mail.gmail.com>
Message-ID: <20130226173630.GN1594@jibsheet.com>

On Tue, Feb 26, 2013 at 10:19:35AM -0500, Ken Towne wrote:
>    I am trying to install a version of RT4.0.10 and RT3.8.16 w/RTIR so that we can evaluate which
>    framework would work best with our team. I installed RT4 successfully but after following all
>    the directiosn for RT3.8 I receive the following error:
>    Wrong version of RT found; need 3.8.* at /opt/rt3/bin/[1]webmux.pl line 163.\nCompilation
>    failed in require at (eval 218) line 1.\n
>    Action 'configtest' failed.
>    I've made sure to use separate databases for the two instances. RT4 is installed to /opt/rt4
>    and RT3 is installed to /opt/rt3.
>    Any luck with having both versions running on the same machine?

Running them under the same mod_perl instance is pretty much doomed to
failure.  You could do it with fastcgi.

You may also just want to install two 4.0 versions and run the
2.9-trunk from RTIR's git since that's what will be released as RTIR3
once more bugs are squashed.

-kevin
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From nesius at gmail.com  Tue Feb 26 14:05:47 2013
From: nesius at gmail.com (Robert Nesius)
Date: Tue, 26 Feb 2013 13:05:47 -0600
Subject: [rt-users] Hash not found?
Message-ID: <CAOOsjE8YMYN_fYv3gR_b5P_7V5KSY6iDKWYXGjrDcu96LUxK1w@mail.gmail.com>

After upgrading to 4.0.10, after authenticating RT is redirecting to:

http://server.domain.com/HASH(0xhexadecimal)

And the server is throwing a "page not found" error.  If I click "Home" or
just remove the Hash from the URL, everything is fine.

Quick google searches came up blank... anyone else seeing this?

-Rob
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From trs at bestpractical.com  Tue Feb 26 14:27:30 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 26 Feb 2013 11:27:30 -0800
Subject: [rt-users] Hash not found?
In-Reply-To: <CAOOsjE8YMYN_fYv3gR_b5P_7V5KSY6iDKWYXGjrDcu96LUxK1w@mail.gmail.com>
References: <CAOOsjE8YMYN_fYv3gR_b5P_7V5KSY6iDKWYXGjrDcu96LUxK1w@mail.gmail.com>
Message-ID: <512D0CA2.5010005@bestpractical.com>

On 02/26/2013 11:05 AM, Robert Nesius wrote:
> After upgrading to 4.0.10, after authenticating RT is redirecting to: 
> 
> http://server.domain.com/HASH(0xhexadecimal) 
> 
> And the server is throwing a "page not found" error.  If I click "Home"
> or just remove the Hash from the URL, everything is fine.  
> 
> Quick google searches came up blank... anyone else seeing this? 

https://www.google.com/search?q=rt+login+hash



From twsnnva at gmail.com  Tue Feb 26 18:07:07 2013
From: twsnnva at gmail.com (Thomas Simmons)
Date: Tue, 26 Feb 2013 18:07:07 -0500
Subject: [rt-users] Odd Account Behavior after Active Directory Migration
In-Reply-To: <CAP_D-Nidb_j9XkF+E=ZokimQzpk_cVt8GMgp7fCap7CrE4YpBw@mail.gmail.com>
References: <CAP_D-Nh+tax5TZHco7OsQ-7zcMwTVeCYR0xqqSxO4ousFShaKg@mail.gmail.com>
	<CAP_D-NhQh7ZC_5RbDRbykFijZfF7i6nQpFbrjaKAq38tOVU7QA@mail.gmail.com>
	<51266E57.3070005@bestpractical.com>
	<CAP_D-Nidb_j9XkF+E=ZokimQzpk_cVt8GMgp7fCap7CrE4YpBw@mail.gmail.com>
Message-ID: <CAP_D-Nh6g6Hud=Wnd3JaJ30MeoWVY01WCu4iKROWK_wV6tUzRA@mail.gmail.com>

On Fri, Feb 22, 2013 at 3:36 PM, Thomas Simmons <twsnnva at gmail.com> wrote:

> On Thu, Feb 21, 2013 at 1:58 PM, Thomas Sibley <trs at bestpractical.com>wrote:
>
>> On 02/21/2013 09:07 AM, Thomas Simmons wrote:
>> > Hello,
>> > Just wanted to send a follow up. I'm really stumped one this and I
>> > really am open to any ideas.
>>
>> The information you sent is great, but for anyone to start to help,
>> you're also going to need to provide detailed logs from RT and possibly
>> AD.  Since you're on an ancient RT version and not using a standard LDAP
>> auth solution for newer versions, I suggest you also provide the list
>> with the two customized files you noted.
>>
>>
>> Hello,
> I'm not sure what changed, but "create on email" is consistently working.
> I am still having a problem with users not being creating when assigning
> someone as a requestor (using their email) or when a user tries logging
> into the web interface. I have attached some log snippets of these three
> things occurring, along with my RT_SiteConfig.pm. This is specifically
> confusing (from create on login):
>
> Feb 22 13:23:02 helpdesk RT: Autocreated authenticated user tcuser ()
> (/opt/rt3/share/html/Callbacks/LDAP/autohandler/Auth:24)
> Feb 22 13:23:02 helpdesk RT: FAILED LOGIN for tcuser from 192.168.100.191
> (/opt/rt3/share/html/autohandler:251)
>
> I then check MySQL and see this user was in fact, not created. Thank you
> for your help.
>
> Create on email (Working)
> Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
> with "test.a.user at example.com" by RT::CurrentUser
> /opt/rt3/lib/RT/CurrentUser.pm 218
> Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress
> test.a.user at example.com =>  test.a.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
> Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeUserInfo  called by
> RT::User /opt/rt3/lib/RT/User_Overlay.pm 192 with: Comments: Autocreated on
> ticket submission, Disabled: 0, EmailAddress: test.a.user at example.com,
> Name: test.a.user at example.com, Password: , Privileged: 0, RealName: "Test
> A. User"
> Feb 22 14:08:05 helpdesk RT: RT::User::LookupExternalUserInfo called with
> baseDN "cn=Users,dc=internal,dc=example,dc=com" and filter "sAMAccountName=
> test.a.user at example.com" by RT::User /opt/rt3/lib/RT/User_Local.pm 394
> Feb 22 14:08:05 helpdesk RT: RT::User::LookupExternalUserInfo :
> cn=Users,dc=internal,dc=example,dc=com sAMAccountName=
> test.a.user at example.com =>  EmailAddress: , Name: , RealName:
> (/opt/rt3/lib/RT/User_Local.pm:563)
> Feb 22 14:08:05 helpdesk RT: RT::User::LookupExternalUserInfo called with
> baseDN "cn=Users,dc=internal,dc=example,dc=com" and filter "mail=
> test.a.user at example.com" by RT::User /opt/rt3/lib/RT/User_Local.pm 394
> Feb 22 14:08:05 helpdesk RT: RT::User::LookupExternalUserInfo :
> cn=Users,dc=internal,dc=example,dc=com mail=test.a.user at example.com =>
> Address1: , Address2: , EmailAddress: test.a.user at example.com,
> ExternalAuthId: tauser, ExternalContactInfoId: CN=Test A.
> User,CN=Users,DC=internal,dc=example,DC=com, Gecos: tauser, Name: tauser,
> Organization: , RealName: Test A. User, WorkPhone:
> (/opt/rt3/lib/RT/User_Local.pm:563)
> Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
> with "test.a.user at example.com" by RT::User /opt/rt3/lib/RT/User_Local.pm
> 403
> Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress
> test.a.user at example.com =>  test.a.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
> Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeUserInfo returning
> Address1: , Address2: , Comments: Autocreated on ticket submission,
> Disabled: 0, EmailAddress: test.a.user at example.com, ExternalAuthId:
> tauser, ExternalContactInfoId: CN=Test A.
> User,CN=Users,DC=internal,dc=example,DC=com, Gecos: tauser, Name: tauser,
> Organization: , Password: , Privileged: 0, RealName: Test A. User,
> WorkPhone:  (/opt/rt3/lib/RT/User_Local.pm:412)
> Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
> with "test.a.user at example.com" by RT::User
> /opt/rt3/lib/RT/User_Overlay.pm 196
> Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress
> test.a.user at example.com =>  test.a.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
> Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
> with "test.a.user at example.com" by RT::User
> /opt/rt3/lib/RT/User_Overlay.pm 563
> Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress
> test.a.user at example.com =>  test.a.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
> Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
> with "test.a.user at example.com" by RT::User
> /opt/rt3/lib/RT/User_Overlay.pm 563
> Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress
> test.a.user at example.com =>  test.a.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
> Feb 22 14:08:05 helpdesk RT: About to think about scrips for transaction
> #43219
> Feb 22 14:08:05 helpdesk RT: About to think about scrips for transaction
> #43220
> Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
> with "test.a.user at example.com" by RT::CurrentUser
> /opt/rt3/lib/RT/CurrentUser.pm 218
> Feb 22 14:08:05 helpdesk RT: RT::User::CanonicalizeEmailAddress
> test.a.user at example.com =>  test.a.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
> Feb 22 14:08:05 helpdesk RT: About to think about scrips for transaction
> #43221
> Feb 22 14:08:06 helpdesk RT: About to think about scrips for transaction
> #43222
> Feb 22 14:08:06 helpdesk RT: About to think about scrips for transaction
> #43223
> Feb 22 14:08:06 helpdesk RT: About to think about scrips for transaction
> #43224
> Feb 22 14:08:06 helpdesk RT: About to think about scrips for transaction
> #43225
> Feb 22 14:08:06 helpdesk RT: About to prepare scrips for transaction
> #43225
> Feb 22 14:08:06 helpdesk RT: Found 4 scrips
> Feb 22 14:08:07 helpdesk RT: About to commit scrips for transaction
> #43225
> Feb 22 14:08:07 helpdesk RT: <
> rt-3.6.5-6476-1361560086-1540.3155-3-0 at example.com> #3155/43225 - Scrip
> 3  (/opt/rt3/lib/RT/Action/SendEmail.pm:252)
> Feb 22 14:08:07 helpdesk RT: <
> rt-3.6.5-6476-1361560086-1540.3155-3-0 at example.com> sent  To:
> test.a.user at example.com (/opt/rt3/lib/RT/Action/SendEmail.pm:283)
> Feb 22 14:08:07 helpdesk RT: About to think about scrips for transaction
> #43226
> Feb 22 14:08:07 helpdesk RT: <
> rt-3.6.5-6476-1361560086-1904.3155-4-0 at example.com> #3155/43225 - Scrip
> 4  (/opt/rt3/lib/RT/Action/SendEmail.pm:252)
> Feb 22 14:08:07 helpdesk RT: <
> rt-3.6.5-6476-1361560086-1904.3155-4-0 at example.com> No recipients found.
> Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264)
> Feb 22 14:08:07 helpdesk RT: <
> rt-3.6.5-6476-1361560087-57.3155-15-0 at example.com> #3155/43225 - Scrip 15
> NotifyByEmailOnCreate (/opt/rt3/lib/RT/Action/SendEmail.pm:252)
> Feb 22 14:08:07 helpdesk RT: <
> rt-3.6.5-6476-1361560087-57.3155-15-0 at example.com> sent  To:
> removed at gmail.com,removed at gmail.com(/opt/rt3/lib/RT/Action/SendEmail.pm:283)
> Feb 22 14:08:07 helpdesk RT: About to think about scrips for transaction
> #43227
> Feb 22 14:08:07 helpdesk RT: Ticket 3155 created in queue 'General' by
> tauser (/opt/rt3/lib/RT/Ticket_Overlay.pm:756)
> Feb 22 14:08:13 helpdesk RT: RT::Date used date::parse to make 1970-01-01
> 18000
> Feb 22 14:08:30 helpdesk RT: RT::Date used date::parse to make 1970-01-01
> 18000
> Feb 22 14:09:28 helpdesk RT: RT::Date used date::parse to make 1970-01-01
> 18000
> Feb 22 14:10:03 helpdesk RT: About to think about scrips for transaction
> #43228
> Feb 22 14:10:03 helpdesk RT: About to prepare scrips for transaction
> #43228
> Feb 22 14:10:03 helpdesk RT: Found 2 scrips
> Feb 22 14:10:03 helpdesk RT: About to commit scrips for transaction
> #43228
> Feb 22 14:10:03 helpdesk RT: <
> rt-3.6.5-6276-1361560203-830.3155-10-0 at example.com> #3155/43228 - Scrip
> 10  (/opt/rt3/lib/RT/Action/SendEmail.pm:252)
> Feb 22 14:10:03 helpdesk RT: <
> rt-3.6.5-6276-1361560203-830.3155-10-0 at example.com> sent  To:
> test.a.user at example.com (/opt/rt3/lib/RT/Action/SendEmail.pm:283)
> Feb 22 14:10:03 helpdesk RT: About to think about scrips for transaction
> #43229
> Feb 22 14:10:50 helpdesk RT: RT::Date used date::parse to make 1970-01-01
> 18000
>
> Create when added as a watcher (Not Working)
> Feb 22 14:02:46 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
> with "test.b.user at example.com" by RT::Ticket
> /opt/rt3/lib/RT/Ticket_Overlay.pm 1350
> Feb 22 14:02:46 helpdesk RT: RT::User::CanonicalizeEmailAddress
> test.b.user at example.com =>  test.b.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
> Feb 22 14:02:46 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
> with "test.b.user at example.com" by RT::User
> /opt/rt3/lib/RT/User_Overlay.pm 563
> Feb 22 14:02:46 helpdesk RT: RT::User::CanonicalizeEmailAddress
> test.b.user at example.com =>  test.b.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
> Feb 22 14:02:46 helpdesk RT:
> RT::Authen::ExternalAuth::CanonicalizeUserInfo called by
> RT::Authen::ExternalAuth /opt/rt3/local/lib/RT/Authen/ExternalAuth.pm 682
> with: Comments: Autocreated when added as a watcher, Disabled: ,
> EmailAddress: test.b.user at example.com, Name: test.b.user at example.com,
> Privileged: , RealName: test.b.user at example.com
> Feb 22 14:02:46 helpdesk RT: Attempting to get user info using this
> external service:
> Feb 22 14:02:46 helpdesk RT:
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments:
> Autocreated when added as a watcher, Disabled: , EmailAddress:
> test.b.user at example.com, Name: test.b.user at example.com, Privileged: ,
> RealName: test.b.user at example.com(/opt/rt3/local/lib/RT/Authen/ExternalAuth.pm:665)
> Feb 22 14:02:46 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
> with "test.b.user at example.com" by RT::User
> /opt/rt3/lib/RT/User_Overlay.pm 563
> Feb 22 14:02:46 helpdesk RT: RT::User::CanonicalizeEmailAddress
> test.b.user at example.com =>  test.b.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
> Feb 22 14:02:51 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
> with "test.b.user at example.com" by RT::User
> /opt/rt3/lib/RT/User_Overlay.pm 563
> Feb 22 14:02:51 helpdesk RT: RT::User::CanonicalizeEmailAddress
> test.b.user at example.com =>  test.b.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
> Feb 22 14:02:51 helpdesk RT: Failed to create user test.b.user at example.com:
> Could not set user info (/opt/rt3/lib/RT/User_Overlay.pm:617)
> Feb 22 14:02:51 helpdesk RT: Could not load create a user with the email
> address 'test.b.user at example.com' to add as a watcher for ticket 3090
> (/opt/rt3/lib/RT/Ticket_Overlay.pm:1424)
> Feb 22 14:05:42 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
> with "test.b.user at example.com" by RT::Ticket
> /opt/rt3/lib/RT/Ticket_Overlay.pm 1350
> Feb 22 14:05:42 helpdesk RT: RT::User::CanonicalizeEmailAddress
> test.b.user at example.com =>  test.b.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
> Feb 22 14:05:42 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
> with "test.b.user at example.com" by RT::User
> /opt/rt3/lib/RT/User_Overlay.pm 563
> Feb 22 14:05:42 helpdesk RT: RT::User::CanonicalizeEmailAddress
> test.b.user at example.com =>  test.b.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
> Feb 22 14:05:42 helpdesk RT:
> RT::Authen::ExternalAuth::CanonicalizeUserInfo called by
> RT::Authen::ExternalAuth /opt/rt3/local/lib/RT/Authen/ExternalAuth.pm 682
> with: Comments: Autocreated when added as a watcher, Disabled: ,
> EmailAddress: test.b.user at example.com, Name: test.b.user at example.com,
> Privileged: , RealName: test.b.user at example.com
> Feb 22 14:05:42 helpdesk RT: Attempting to get user info using this
> external service:
> Feb 22 14:05:42 helpdesk RT:
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments:
> Autocreated when added as a watcher, Disabled: , EmailAddress:
> test.b.user at example.com, Name: test.b.user at example.com, Privileged: ,
> RealName: test.b.user at example.com(/opt/rt3/local/lib/RT/Authen/ExternalAuth.pm:665)
> Feb 22 14:05:42 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
> with "test.b.user at example.com" by RT::User
> /opt/rt3/lib/RT/User_Overlay.pm 563
> Feb 22 14:05:42 helpdesk RT: RT::User::CanonicalizeEmailAddress
> test.b.user at example.com =>  test.b.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
> Feb 22 14:05:47 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
> with "test.b.user at example.com" by RT::User
> /opt/rt3/lib/RT/User_Overlay.pm 563
> Feb 22 14:05:47 helpdesk RT: RT::User::CanonicalizeEmailAddress
> test.b.user at example.com =>  test.b.user at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
> Feb 22 14:05:47 helpdesk RT: Failed to create user test.b.user at example.com:
> Could not set user info (/opt/rt3/lib/RT/User_Overlay.pm:617)
> Feb 22 14:05:47 helpdesk RT: Could not load create a user with the email
> address 'test.b.user at example.com' to add as a watcher for ticket 3090
> (/opt/rt3/lib/RT/Ticket_Overlay.pm:1424)
> Feb 22 14:07:46 helpdesk RT: RT::Date used date::parse to make 1970-01-01
> 18000
>
> Create on login (Not Working)
> Feb 22 13:23:02 helpdesk RT: Autohandler called ExternalAuth. Response:
> (0, ExternalAuthPriority not defined, please check your configuration
> file.)
> Feb 22 13:23:02 helpdesk RT: Transaction->Create couldn't, as you didn't
> specify an object type and id (/opt/rt3/lib/RT/Record.pm:1481)
> Feb 22 13:23:02 helpdesk RT: Trying LDAP authentication
> Feb 22 13:23:02 helpdesk RT: RT::User::IsLDAPPassword Found LDAP DN:
> CN=Test C. User,CN=Users,DC=internal,DC=example,DC=com
> Feb 22 13:23:02 helpdesk RT: RT::User::IsLDAPPassword AUTH OK: tcuser
> (CN=Test C. User,CN=Users,DC=internal,DC=example,DC=com)
> (/opt/rt3/lib/RT/User_Local.pm:223)
> Feb 22 13:23:02 helpdesk RT: RT::User::IsPassword auth method
> IsLDAPPassword SUCCEEDED
> Feb 22 13:23:02 helpdesk RT:
> RT::Authen::ExternalAuth::CanonicalizeUserInfo called by
> RT::Authen::ExternalAuth /opt/rt3/local/lib/RT/Authen/ExternalAuth.pm 682
> with: Disabled: , EmailAddress: , Gecos: tcuser, Name: tcuser,
> Privileged:
> Feb 22 13:23:02 helpdesk RT: Attempting to get user info using this
> external service:
> Feb 22 13:23:02 helpdesk RT:
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
> EmailAddress: , Gecos: tcuser, Name: tcuser, Privileged:
> (/opt/rt3/local/lib/RT/Authen/ExternalAuth.pm:665)
> Feb 22 13:23:02 helpdesk RT: Autocreated authenticated user tcuser ()
> (/opt/rt3/share/html/Callbacks/LDAP/autohandler/Auth:24)
> Feb 22 13:23:02 helpdesk RT: FAILED LOGIN for tcuser from 192.168.100.191
> (/opt/rt3/share/html/autohandler:251)
>
> RT_SiteConfig.pm
> # /etc/request-tracker3.6/RT_SiteConfig.pm
> Set($rtname, 'helpdesk.example.com');
> Set($Organization, 'example.com');
> Set($CorrespondAddress , 'rt');
> Set($CommentAddress , 'rt-comment');
> Set($Timezone , 'US/Eastern');
> Set($DatabaseType, 'mysql'); # e.g. Pg or mysql
> Set($DatabaseUser , 'rtuser');
> Set($DatabasePassword , 'super_duper_secret_password');
> Set($DatabaseName , 'rtdb');
> Set($WebPath , "/rt");
> Set($WebBaseURL , "https://helpdesk.example.com");
> Set($AuthMethods, ['LDAP', 'Internal']);
> Set($LdapExternalAuth, 1);
> Set($LdapExternalInfo, 1);
> Set($LdapAutoCreateNonLdapUsers, 0);
> Set($LdapAttrMap, {'Name' => 'sAMAccountName',
>                    'EmailAddress' => 'mail',
>                    'Organization' => 'company',
>                    'RealName' => 'displayName',
>                    'ExternalContactInfoId' => 'distinguishedName',
>                    'ExternalAuthId' => 'sAMAccountName',
>                    'Gecos' => 'sAMAccountName',
>                    'WorkPhone' => 'telephoneNumber',
>                    'Address1' => 'streetAddress',
>                    'Address2' => 'streetAddress'}
> );
> Set($LdapRTAttrMatchList, ['Name', 'EmailAddress']
> );
> Set($LdapEmailAttrMatchList, ['mail']
> );
> Set($LdapServer, 'ldap://dc1.internal.example.com');
> Set($LdapBase, 'cn=Users,dc=internal,dc=example,dc=com');
> Set($LdapFilter, '(objectclass=user)');
> Set($LdapUser, 'cn=rtbind,cn=Users,dc=internal,dc=example,dc=com');
> Set($LdapPass, 'super_secret_password');
> 1;
>
>>
>>
>> --
>> RT training in Amsterdam, March 20-21:
>> http://bestpractical.com/services/training.html
>>
>> Help improve RT by taking our user survey:
>> https://www.surveymonkey.com/s/N23JW9T
>>
>
> Hello,
It seems I was wrong about mail working 100% of the time. I have made no
changes since my last email and noticed the following when a user tried
submitting a request via email today. This person is a long-time employee
whose account existed before the Samba3 + OpenLDAP to Samba4 (Active
Directory) migration, but had never used RT. Based on what I'm seeing now,
it appears that create-on-email works for domain users who have been
created since the migration, while those who existed previously are having
problems. However, it could also be complete coincidence. The inconsistency
of this problem has made it very difficult to pinpoint exact behavior and
led to my own confusion at times.

Feb 26 17:00:04 helpdesk RT: Converting 'us-ascii' to 'utf-8' for
text/plain - VPN Connection Error
Feb 26 17:00:04 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
with "s.marsh at example.com" by RT::CurrentUser
/opt/rt3/lib/RT/CurrentUser.pm 218
Feb 26 17:00:04 helpdesk RT: RT::User::CanonicalizeEmailAddress
s.marsh at example.com =>  s.marsh at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
Feb 26 17:00:04 helpdesk RT: RT::Authen::ExternalAuth::CanonicalizeUserInfo
called by RT::Authen::ExternalAuth
/opt/rt3/local/lib/RT/Authen/ExternalAuth.pm 682 with: Comments:
Autocreated on ticket submission, Disabled: , EmailAddress:
s.marsh at example.com, Name: s.marsh at example.com, Password: , Privileged: ,
RealName: s.marsh at example.com
Feb 26 17:00:04 helpdesk RT: Attempting to get user info using this
external service:
Feb 26 17:00:04 helpdesk RT: RT::Authen::ExternalAuth::CanonicalizeUserInfo
returning Comments: Autocreated on ticket submission, Disabled: ,
EmailAddress: s.marsh at example.com, Name: s.marsh at example.com, Password: ,
Privileged: , RealName:
s.marsh at example.com(/opt/rt3/local/lib/RT/Authen/ExternalAuth.pm:665)
Feb 26 17:00:04 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
with "s.marsh at example.com" by RT::User /opt/rt3/lib/RT/User_Overlay.pm 563
Feb 26 17:00:04 helpdesk RT: RT::User::CanonicalizeEmailAddress
s.marsh at example.com =>  s.marsh at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
Feb 26 17:00:04 helpdesk RT: User creation failed in mailgateway: Could not
set user info (/opt/rt3/lib/RT/Interface/Email.pm:243)
Feb 26 17:00:04 helpdesk RT: RT::User::CanonicalizeEmailAddress : called
with "s.marsh at example.com" by RT::CurrentUser
/opt/rt3/lib/RT/CurrentUser.pm 218
Feb 26 17:00:04 helpdesk RT: RT::User::CanonicalizeEmailAddress
s.marsh at example.com =>  s.marsh at example.com(/opt/rt3/lib/RT/User_Local.pm:346)
Feb 26 17:00:04 helpdesk RT: Couldn't load user 's.marsh at example.com'.giving
up (/opt/rt3/lib/RT/Interface/Email.pm:329)
Feb 26 17:00:04 helpdesk RT: User  's.marsh at example.com' could not be
loaded in the mail gateway (/opt/rt3/lib/RT/Interface/Email.pm:243)
Feb 26 17:00:04 helpdesk RT: RT could not load a valid user, and RT's
configuration does not allow for the creation of a new user for this email (
s.marsh at example.com).  You might need to grant 'Everyone' the right
'CreateTicket' for the queue General.
(/opt/rt3/lib/RT/Interface/Email.pm:243)
Feb 26 17:00:04 helpdesk RT: RT could not load a valid user, and RT's
configuration does not allow for the creation of a new user for your email.
(/opt/rt3/lib/RT/Interface/Email.pm:243)
Feb 26 17:00:05 helpdesk RT: Could not record email: Could not load a valid
user (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)

As you can see, this person is in Active Directory and all of the
attributes required by my RT setup are correct.

helpdesk:~# ldapsearch -x -LLL -D example\\Administrator -b
cn=Users,dc=internal,dc=example,dc=com \(mail=s.marsh at example.com\) mail
sAMAccountName displayName distinguishedName objectClass -W
Enter LDAP Password:

dn: CN=Removed Marsh,CN=Users,DC=internal,DC=example,DC=com
sAMAccountName: s.marsh
displayName: Removed Marsh
objectClass: top
objectClass: posixAccount
objectClass: person
objectClass: organizationalPerson
objectClass: user
mail: s.marsh at example.com
distinguishedName: CN=Steven Marsh,CN=Users,DC=internal,DC=example,DC=com
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From philippe.fremy at parxglobal.fr  Wed Feb 27 11:18:22 2013
From: philippe.fremy at parxglobal.fr (Philippe Fremy)
Date: Wed, 27 Feb 2013 17:18:22 +0100
Subject: [rt-users] ExtractCustomFieldValues installation
Message-ID: <512E31CE.40607@parxglobal.fr>

Hi,

I have just installed the extension ExtractCustomFieldValues but it does
not show up in the list of scrips actions.

I did the installation, added the plugin to PM_SiteConfig.pm and
restarted the server.

Any typical pitfall I might be running into ?

cheers,

Philippe

-- 
Philippe Fr?my
Directeur Technique
Tel : +33 1 71 18 18 42
Mob : +33 6 07 98 76 44
Fax : +33 1 42 77 81 40
Parx France SAS
43 rue Beaubourg ? 75003 Paris ? France

Ce message et toutes les pi?ces jointes sont confidentiels et ?tablis ?
l'intention exclusive de leurs destinataires.Toute divulgation,
utilisation, diffusion ou reproduction, partielle ou totale, de ce
message ou des informations qu'il contient doit ?tre pr?alablement
autoris?e.Tout message ?lectronique est susceptible d'alt?ration et son
int?grit? ne peut ?tre assur?e. Parx France SAS d?cline toute
responsabilit? au titre de ce message s'il a ?t? modifi? ou falsifi?.Si
vous n'?tes pas destinataire de ce message, merci de le d?truire et
d'avertir l'exp?diteur de l'erreur de distribution et de la destruction
du message.



From falcone at bestpractical.com  Wed Feb 27 11:33:55 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 27 Feb 2013 11:33:55 -0500
Subject: [rt-users] ExtractCustomFieldValues installation
In-Reply-To: <512E31CE.40607@parxglobal.fr>
References: <512E31CE.40607@parxglobal.fr>
Message-ID: <20130227163355.GO1594@jibsheet.com>

On Wed, Feb 27, 2013 at 05:18:22PM +0100, Philippe Fremy wrote:
> I have just installed the extension ExtractCustomFieldValues but it does
> not show up in the list of scrips actions.
> 
> I did the installation, added the plugin to PM_SiteConfig.pm and
> restarted the server.
> 
> Any typical pitfall I might be running into ?

Did you run 'make initdb' to modify your database and insert the Scrip
Action?

http://cpansearch.perl.org/src/FALCONE/RT-Extension-ExtractCustomFieldValues-3.07/README

-kevin
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From jbuell at countrysampler.com  Wed Feb 27 12:14:58 2013
From: jbuell at countrysampler.com (John Buell)
Date: Wed, 27 Feb 2013 17:14:58 +0000
Subject: [rt-users] Ready to roll?
In-Reply-To: <20130226173526.GM1594@jibsheet.com>
References: <F29439DECCB52B42A0D6B9071C68A5B90FBB5EFE@CSMAGEX1.us.ecc.ads>
	<512C5BEC.4050107@netcologne.de>
	<F29439DECCB52B42A0D6B9071C68A5B90FBB77DA@CSMAGEX1.us.ecc.ads>
	<20130226173526.GM1594@jibsheet.com>
Message-ID: <F29439DECCB52B42A0D6B9071C68A5B90FBC57EA@CSMAGEX1.us.ecc.ads>

Hm, thanks for pointing that out Kevin. I had been using:
Mysqldump --opt --add-drop-table --single-transaction -u rt_user -pPassword -h localhost rt4 > rt4-mysql-backup-`date %Y%m%d`

I see the sense in doing the backup on the page that you linked to, but when I do it that way, I'm getting 'error 1044: Access denied for user 'rt_user'@'localhost' to database 'rt4' when doing LOCK TABLES.

So is there something else I'm missing, or might someone have just been active in a session?

I also didn't have logging turned on, but I found the page on the wiki that described that and enabled it.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, February 26, 2013 11:35 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Ready to roll?

On Tue, Feb 26, 2013 at 02:56:28PM +0000, John Buell wrote:
> Am 26.02.2013 01:09, schrieb John Buell:
> > Ok, I have users set up, groups set up (company departments), queues 
> > set up.... The RT box seems to be sending messages back and forth to 
> > our main Exchange box with no trouble at all.... The RT web 
> > interface itself is only viewable from within our network, but I 
> > don't personally see that as a problem.... I JUST got the RT book 
> > today and implemented the backups for MySQL (and copying a few .pm 
> > files) onto a removable USB drive with no issue, and now scheduled 
> > that to run via cron every night at midnight.... Are there any other 
> > last second gotchas I should beware of before I unleash all of my users onto RT?

On the topic of backups, I assume you've seen the new backups documentation?
http://bestpractical.com/rt/docs/latest/backups.html

Other common things - make sure you have monitoring in place on the machine, otherwise when you start to run low on space or have a load spike you'll have no way to triage what happened.

-kevin


From WJEdsall at dow.com  Wed Feb 27 13:13:49 2013
From: WJEdsall at dow.com (Edsall, William (WJ))
Date: Wed, 27 Feb 2013 18:13:49 +0000
Subject: [rt-users] Dashboards for unprivileged users
Message-ID: <F0619AF235EBD540980A3B17975D63BAFC1590@046-CH1MPN1-042.046d.mgd.msft.net>

Hello list!

I've created a project dashboard which we would like the general community to access without any special privileges. By default, the user is unprivileged and can only see SelfService. We do not want to mark users are privileged by hand to achieve this.
I was thinking of making all users Privileged by default but maybe this isn't the right way to solve this?

By the way our installation is auto-creating accounts via Kerberos authentication.


Thanks,
William
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From WJEdsall at dow.com  Wed Feb 27 13:19:21 2013
From: WJEdsall at dow.com (Edsall, William (WJ))
Date: Wed, 27 Feb 2013 18:19:21 +0000
Subject: [rt-users] self service - join a group?
Message-ID: <F0619AF235EBD540980A3B17975D63BAFC15C3@046-CH1MPN1-042.046d.mgd.msft.net>

Hello,
In group rights - the option to 'Join or leave group' under Staff rights is checked.

Where does a user with these privileges access the join or leave group functions?

Thanks,
William
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From trs at bestpractical.com  Wed Feb 27 15:41:13 2013
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 27 Feb 2013 12:41:13 -0800
Subject: [rt-users] Ready to roll?
In-Reply-To: <F29439DECCB52B42A0D6B9071C68A5B90FBC57EA@CSMAGEX1.us.ecc.ads>
References: <F29439DECCB52B42A0D6B9071C68A5B90FBB5EFE@CSMAGEX1.us.ecc.ads>
	<512C5BEC.4050107@netcologne.de>
	<F29439DECCB52B42A0D6B9071C68A5B90FBB77DA@CSMAGEX1.us.ecc.ads>
	<20130226173526.GM1594@jibsheet.com>
	<F29439DECCB52B42A0D6B9071C68A5B90FBC57EA@CSMAGEX1.us.ecc.ads>
Message-ID: <512E6F69.9000004@bestpractical.com>

On 02/27/2013 09:14 AM, John Buell wrote:
> Hm, thanks for pointing that out Kevin. I had been using: Mysqldump
> --opt --add-drop-table --single-transaction -u rt_user -pPassword -h
> localhost rt4 > rt4-mysql-backup-`date %Y%m%d`
> 
> I see the sense in doing the backup on the page that you linked to,
> but when I do it that way, I'm getting 'error 1044: Access denied for
> user 'rt_user'@'localhost' to database 'rt4' when doing LOCK TABLES.
> 
> So is there something else I'm missing, or might someone have just
> been active in a session?

The database user RT creates (rt_user by default) isn't granted the
ability to issue LOCK TABLE commands.  Backups should be made by a full
privileged database user, such as "root" by default on MySQL.  If you
must use the database user which RT uses, you will need to grant it more
rights.


From olavo at farematrix.com  Wed Feb 27 16:11:51 2013
From: olavo at farematrix.com (olavo)
Date: Wed, 27 Feb 2013 21:11:51 +0000 (UTC)
Subject: [rt-users] Tickets links are lost after upgrade to 4.0.9
Message-ID: <loom.20130227T220615-768@post.gmane.org>

Hi

We recently upgraded from ver 3.6 to ver. 4.0.9,and one of the things a we
noticed was that old ticket links are lost and we can no longer see the
references in history of each ticket.

The links are probably lost due to change in Organisation name change. Is there
a easier way to fix this? Links created subsequently work just fine.

Thanks in advance.

-Olavo



From diego.roccia at subito.it  Wed Feb 27 16:28:35 2013
From: diego.roccia at subito.it (Diego Roccia)
Date: Wed, 27 Feb 2013 22:28:35 +0100 (CET)
Subject: [rt-users] Custom Helpdesk dashboard - Custom search
In-Reply-To: <971406019.5130961.1362000349982.JavaMail.root@subito.it>
Message-ID: <757521647.5130970.1362000515829.JavaMail.root@subito.it>

Hello,
I'm trying to configure a custom dashboard for some of our agents. It has to be really clean and simple, with 2 boxes:
- My Tickets (this is easy)
- Unknown Tickets
With the second box I'm experiencing some problem in configuring it exactly as they asked me.
The problem is the "Take" link. I want it not to take the browser on the ticket page, but to stay on dashboard page (reloading it)
What the agent should see is the ticket moving from the box below to the one on the top.

Is it possible?

thanks

--
Diego Roccia
System & Network Admin - Subito.it
Via Benigno Crespi 19 - Milano
www.subito.it




From jfearn at redhat.com  Wed Feb 27 17:21:56 2013
From: jfearn at redhat.com (Jeffrey Fearn)
Date: Wed, 27 Feb 2013 17:21:56 -0500 (EST)
Subject: [rt-users] Tickets links are lost after upgrade to 4.0.9
In-Reply-To: <loom.20130227T220615-768@post.gmane.org>
Message-ID: <1221917322.2516834.1362003716438.JavaMail.root@redhat.com>

I'm sure there should be a less intrusive way, but here is how I do it in MySQL.

update Links set Base = replace(Base, 'foo.example.com', 'bar.example.com');
update Links set Target = replace(Target, 'foo.example.com', 'bar.example.com');

update Transactions set NewValue = replace(NewValue, 'foo.example.com', 'bar.example.com');
update Transactions set OldValue = replace(OldValue, 'foo.example.com', 'bar.example.com');

Cheers, Jeff.

----- Original Message -----
> Hi
> 
> We recently upgraded from ver 3.6 to ver. 4.0.9,and one of the things
> a we
> noticed was that old ticket links are lost and we can no longer see
> the
> references in history of each ticket.
> 
> The links are probably lost due to change in Organisation name
> change. Is there
> a easier way to fix this? Links created subsequently work just fine.
> 
> Thanks in advance.
> 
> -Olavo


From craig at 2ndquadrant.com  Wed Feb 27 20:15:38 2013
From: craig at 2ndquadrant.com (Craig Ringer)
Date: Thu, 28 Feb 2013 09:15:38 +0800
Subject: [rt-users] Redacting details from ticket emails?
Message-ID: <512EAFBA.5000800@2ndquadrant.com>

Hi all

I've noticed a feature we've come to rely on in Eventum, our old support
system, that I can't seem to find in RT. It must've come up for people
here so I'm wondering how you handle it.

Sometimes customers send passwords and other details in by email. We
don't want those floating around unencrypted in our database history, so
we usually redact them from the email or delete the whole email from the
ticket history via the web UI.

There doesn't appear to be a facility for doing this in RT's UI. Will I
need to write an extension for this? Seems like it going by:

http://www.gossamer-threads.com/lists/rt/users/99401
http://www.gossamer-threads.com/lists/rt/devel/79279

but the latter includes a hint on how to go about it. If I get the
chance to turn this into a nice extension with overlay I'll publish it
and reply here.

BTW, is there an RT Essentials update coming for RT4?

-- 
 Craig Ringer                   http://www.2ndQuadrant.com/
 PostgreSQL Development, 24x7 Support, Training & Services

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From craig at 2ndquadrant.com  Wed Feb 27 22:45:33 2013
From: craig at 2ndquadrant.com (Craig Ringer)
Date: Thu, 28 Feb 2013 11:45:33 +0800
Subject: [rt-users] Example SLA crontool config
Message-ID: <512ED2DD.4080204@2ndquadrant.com>

Hi all

The RT::Extension::SLA docs don't include any example RT-crontool
commands for SLA alerting, so I thought I'd post what I'm using for
others' later benefit.

These are in /etc/cron.d/rt4site, to run as the OS user
"requesttracker4". I've created a user in the RT database with the gecos
("unix username") field set to "requesttracker4" that RT will run these
commands as.


# Escalate priority on non-stalled tickets as they approach due
*/5 * *   *   *   requesttracker4   rt-crontool --search
RT::Search::FromSQL --search-arg "(Status='new' OR Status='open') AND
FinalPriority > 0 AND Due >  'Jan 1, 1970'"  --action
RT::Action::EscalatePriority

# Every minute check to see if an SLA alert is needed. Send SLA alerts
at 45 minutes to due, 30 minutes to due, and every minute from 10
minutes to due until due time.
# This adds a comment (not customer visible) to the ticket using the
template 'SLA Due'. That comment is then sent as a notification to
subscribers according to RT's
# normal rules. The 'SLA Due' template can be a normal global email
template and can be overridden per-queue.
#
*/1 * *   *   *   requesttracker4   rt-crontool --transaction last
--search RT::Search::FromSQL --search-arg "(Status='new' OR
Status='open') AND (Due > 'Jan 1, 1970') AND ((Due < '45 minutes' AND
Due >= '44 minutes') OR (Due < '30 minutes' AND Due >= '29 minutes') OR
(Due < '10 minutes' AND Due >= 'now'))" --action
RT::Action::RecordComment --template 'SLA Due'

# If we miss an SLA deadline, alert all participants with the 'SLA
Overdue' and keep yelling about it until they act on it.
*/5 * *   *   *   requesttracker4   rt-crontool --transaction last
--search RT::Search::FromSQL --search-arg "(Due < 'now') AND (Due > 'Jan
1, 1970') AND (Status='new' OR Status='open')" --action
RT::Action::RecordComment --template 'SLA Overdue'


I'm also doing SLA alerting via SMS, but haven't packaged that into a
module yet.

It strikes me that it'd be really nice if rt-crontool could be driven
from a database table, so extensions could automatically add their
cronjobs and crontool could just be added to the system cron once during
RT system install.

-- 
 Craig Ringer                   http://www.2ndQuadrant.com/
 PostgreSQL Development, 24x7 Support, Training & Services



From craig at 2ndquadrant.com  Thu Feb 28 00:49:23 2013
From: craig at 2ndquadrant.com (Craig Ringer)
Date: Thu, 28 Feb 2013 13:49:23 +0800
Subject: [rt-users] Initial version of SMS alerting
Message-ID: <512EEFE3.1040709@2ndquadrant.com>

Hi all

Here's a simple action module to send SMS alerts to the user's
PagerPhone. As written it uses RedOxygen's SMS service, but since it's
using SMS::Send any driver for that will work, and new drivers are
pretty easy to write.

This is a bit of an early version; it doesn't take arguments to control
who gets notified yet. It should really be able to accept an argument
like "TicketAdminCcs,QueueAdminCcs" or
"TicketAdminCcs,Group:Level2Support" . Or the name of a Perl module
callback to filter the user list according to local rules like (say) who
is on shift.

It also hardcodes the SMS driver, username, password and account ID.
Pretty easy to change that so that the hash parms passed to
SMS::Send->new are obtained from RT_SiteConfig.pm, just haven't done it
yet, and I wanted to post this as a starting point for anyone needing to
do something similar. Once I've cleaned it up I'll pop it up on CPAN.


Usage via rt-crontool is a crontab entry like:

*/1 * * * * * rtuser rt-crontool --transaction last --search
RT::Search::FromSQL --search-arg "(Status='new' OR Status='open') AND
(Due > 'Jan 1, 1970') AND ((Due < '25 minutes' AND Due >= '24 minutes')
OR (Due < '12 minutes' AND Due >= '11 minutes') OR (Due < '5 minutes'
AND Due >= '3 minutes'))" --action RT::Action::SMSNotify --template 'SLA
Alert SMS'

where "rtuser" is your local rt-crontool user.


RT::Action::SMSNotify, the text of which follows, is placed in
rtlocallib under RT/Action/SMSNotify.pm :


#!/usr/bin/perl

package RT::Action::SMSNotify;
use strict;
use warnings;

use Data::Dumper;
use SMS::Send;
use SMS::Send::RedOxygen;

use base qw(RT::Action);

sub Prepare {
        my $self = shift;

        my (@memberlist);

        # get UserMembersObj of queue admincc members
        push(@memberlist, sort grep defined && length, map
$_->PagerPhone, @{
$self->TicketObj->QueueObj->AdminCc->UserMembersObj->ItemsArrayRef });

        # If the ticket has any adminCCs, add them too
        push(@memberlist, sort grep defined && length, map
$_->PagerPhone, @{
$self->TicketObj->AdminCc->UserMembersObj->ItemsArrayRef });

        RT::Logger->debug("Preparing to send SMSes to: " .
Dumper(@memberlist) );

        $self->{'PagerNumbers'} = \@memberlist;

        return scalar(@memberlist);
}

sub Commit {

        my $self = shift;

        my @memberlist = @{$self->{'PagerNumbers'}};

        my $sender = SMS::Send->new( 'RedOxygen',
                _accountid  => 'xxxxx',
                _email      => 'xxxxxx',
                _password   => 'xxxxxxx'
        );
        foreach my $ph (@memberlist) {

                # TODO: Sub in principal of current $ph
                my ($result, $message) = $self->TemplateObj->Parse(
                        Argument       => $self->Argument,
                        TicketObj      => $self->TicketObj,
                        TransactionObj => $self->TransactionObj
                );
                if ( !$result ) {
                        $RT::Logger->error("Failed to populate template:
$result, $message");
                        next;
                }

                my $MIMEObj = $self->TemplateObj->MIMEObj;
                my $msgstring = $MIMEObj->bodyhandle->as_string;

                eval {
                        $RT::Logger->debug("Notifying $ph about ticket
SLA");
                        $sender->send_sms(
                                text => $msgstring,
                                to   => $ph
                        );
                        $RT::Logger->info("Notified $ph about ticket SLA");
                };
                if ($@) {
                        $RT::Logger->error("Failed to notify $ph about
ticket SLA: $@");
                }
        }

        return 1;
}

1;


-- 
 Craig Ringer                   http://www.2ndQuadrant.com/
 PostgreSQL Development, 24x7 Support, Training & Services



From elacour at easter-eggs.com  Thu Feb 28 03:49:28 2013
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 28 Feb 2013 09:49:28 +0100
Subject: [rt-users] Custom Helpdesk dashboard - Custom search
In-Reply-To: <757521647.5130970.1362000515829.JavaMail.root@subito.it>
References: <971406019.5130961.1362000349982.JavaMail.root@subito.it>
	<757521647.5130970.1362000515829.JavaMail.root@subito.it>
Message-ID: <20130228084928.GA4878@easter-eggs.com>

On Wed, Feb 27, 2013 at 10:28:35PM +0100, Diego Roccia wrote:
> With the second box I'm experiencing some problem in configuring it exactly as they asked me.
> The problem is the "Take" link. I want it not to take the browser on the ticket page, but to stay on dashboard page (reloading it)
> 
> Is it possible?
> 

that's not possible out of the box, and that's very not easy to do.

You may have to create an ajax component to do the "take" action, modify
the ColumnMap to add the method to call your component, and find the way
to force a reload of the page to move the ticket to the other box.


you can do everything with RT, because RT can be modified, but what you
need is not easy to do ;)


-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From dominic.hargreaves at it.ox.ac.uk  Thu Feb 28 05:20:42 2013
From: dominic.hargreaves at it.ox.ac.uk (Dominic Hargreaves)
Date: Thu, 28 Feb 2013 10:20:42 +0000
Subject: [rt-users] Redacting details from ticket emails?
In-Reply-To: <512EAFBA.5000800@2ndquadrant.com>
References: <512EAFBA.5000800@2ndquadrant.com>
Message-ID: <20130228102042.GA4325@squash.oucs.ox.ac.uk>

On Thu, Feb 28, 2013 at 09:15:38AM +0800, Craig Ringer wrote:
> I've noticed a feature we've come to rely on in Eventum, our old support
> system, that I can't seem to find in RT. It must've come up for people
> here so I'm wondering how you handle it.
> 
> Sometimes customers send passwords and other details in by email. We
> don't want those floating around unencrypted in our database history, so
> we usually redact them from the email or delete the whole email from the
> ticket history via the web UI.
> 
> There doesn't appear to be a facility for doing this in RT's UI. Will I
> need to write an extension for this? Seems like it going by:
> 
> http://www.gossamer-threads.com/lists/rt/users/99401
> http://www.gossamer-threads.com/lists/rt/devel/79279
> 
> but the latter includes a hint on how to go about it. If I get the
> chance to turn this into a nice extension with overlay I'll publish it
> and reply here.

The shredder doesn't quite fit your use case, but it's a starting point;
in RT 4 there is a basic Web UI for it (it's not integrated with the
normal part of the user interface, so there's probably room for an
extension which doesn't need you to manually type in the relevant transaction
IDs.

And the shredder will need superuser access too. I guess you'd want to
be pretty careful about who you let erase data from the database in this
way, so depending on your organisation this may or may not be an issue.

http://bestpractical.com/rt/docs/4.0/RT/Shredder.html
http://bestpractical.com/rt/docs/4.0/rt-shredder.html

-- 
Dominic Hargreaves, Systems Development and Support Section
IT Services, University of Oxford
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From craig at 2ndquadrant.com  Thu Feb 28 05:47:06 2013
From: craig at 2ndquadrant.com (Craig Ringer)
Date: Thu, 28 Feb 2013 18:47:06 +0800
Subject: [rt-users] Redacting details from ticket emails?
In-Reply-To: <20130228102042.GA4325@squash.oucs.ox.ac.uk>
References: <512EAFBA.5000800@2ndquadrant.com>
	<20130228102042.GA4325@squash.oucs.ox.ac.uk>
Message-ID: <512F35AA.8000606@2ndquadrant.com>


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

On 02/28/2013 06:20 PM, Dominic Hargreaves wrote:
> And the shredder will need superuser access too. I guess you'd want to
> be pretty careful about who you let erase data from the database in this
> way, so depending on your organisation this may or may not be an issue.

Using the shredder makes sense, at least when total removal rather than
redaction is required. It'll do until I find time to write an extension
that replaces the email content with [message ID [x] redacted for client
security] and possibly record a PGP-encrypted version.

Thanks for the tip. I hadn't realised the shredder could operate on
individual transactions not just whole tickets.

- -- 
 Craig Ringer                   http://www.2ndQuadrant.com/
 PostgreSQL Development, 24x7 Support, Training & Services
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From tjrc at sanger.ac.uk  Thu Feb 28 06:28:07 2013
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Thu, 28 Feb 2013 11:28:07 +0000
Subject: [rt-users] Redacting details from ticket emails?
In-Reply-To: <512EAFBA.5000800@2ndquadrant.com>
References: <512EAFBA.5000800@2ndquadrant.com>
Message-ID: <76364DD9-4990-4B60-9686-6EB189E30F62@sanger.ac.uk>


On 28 Feb 2013, at 01:15, Craig Ringer <craig at 2ndquadrant.com> wrote:

> Hi all
> 
> I've noticed a feature we've come to rely on in Eventum, our old support system, that I can't seem to find in RT. It must've come up     for people here so I'm wondering how you handle it.
> 
> Sometimes customers send passwords and other details in by email. We don't want those floating around unencrypted in our database history, so we usually redact them from the email or delete the whole email from the ticket history via the web UI.

Admins can use the Shredder functionality to remove transactions which contain the offending password.  There's not facility to redact the message itself, as far as I know, but you can remove the message.

> There doesn't appear to be a facility for doing this in RT's UI.

There is, but it's only accessible to those with the RT SuperUser right; for fairly obvious reasons it's not exposed to ordinary users (or even privileged users).

Shredder also has a command line interface.

Regards,

Tim

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


From Joerg.Dorchain at catella.lu  Thu Feb 28 06:38:05 2013
From: Joerg.Dorchain at catella.lu (Joerg.Dorchain at catella.lu)
Date: Thu, 28 Feb 2013 12:38:05 +0100
Subject: [rt-users] Problems with approvals
Message-ID: <OFB877949C.11C16B37-ONC1257B20.003FE97D-C1257B20.003FE97F@invik.lu>

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From craig at 2ndquadrant.com  Thu Feb 28 07:22:28 2013
From: craig at 2ndquadrant.com (Craig Ringer)
Date: Thu, 28 Feb 2013 20:22:28 +0800
Subject: [rt-users] SLA: How to tell what response is required?
Message-ID: <512F4C04.5010002@2ndquadrant.com>

Hi all

If using the RT::Extension::SLA module with  Response, KeepInLoop and
Resolve in a single SLA definition, is there any way for privileged
users to see what action is required to satisfy the SLA?

In particular, can they tell if they just need to reply to a ticket, or
if the ticket must be resolved/stalled (or the SLA changed)? For
usability reasons I'm looking for a non-intrusive way to show staff what
the Due deadline means, whether it's "Must resolve/escalate/de
prioritise by this time" or "Must reply to customer by this time".

Currently I don't see any way to do it without patching the SLA module
to add private explanatory comments when it changes the due date, which
would be a very spammy solution.

-- 
 Craig Ringer                   http://www.2ndQuadrant.com/
 PostgreSQL Development, 24x7 Support, Training & Services



From robert.wysocki at unity.pl  Thu Feb 28 10:16:38 2013
From: robert.wysocki at unity.pl (Robert Wysocki)
Date: Thu, 28 Feb 2013 16:16:38 +0100
Subject: [rt-users] Redacting details from ticket emails?
In-Reply-To: <512F35AA.8000606@2ndquadrant.com>
References: <512EAFBA.5000800@2ndquadrant.com>
	<20130228102042.GA4325@squash.oucs.ox.ac.uk>
	<512F35AA.8000606@2ndquadrant.com>
Message-ID: <1362064598.19977.61.camel@s-rwysocki>

Dnia 2013-02-28, czw o godzinie 18:47 +0800, Craig Ringer pisze:
> On 02/28/2013 06:20 PM, Dominic Hargreaves wrote:
> > And the shredder will need superuser access too. I guess you'd want to
> > be pretty careful about who you let erase data from the database in this
> > way, so depending on your organisation this may or may not be an issue.
> 
> Using the shredder makes sense, at least when total removal rather than
> redaction is required. It'll do until I find time to write an extension
> that replaces the email content with [message ID [x] redacted for client
> security] and possibly record a PGP-encrypted version.
> 
> Thanks for the tip. I hadn't realised the shredder could operate on
> individual transactions not just whole tickets.

We're using a simple (postgresql) query like this:

[SQL]  update attachments set content=(select regexp_replace((select
content from attachments where transactionid=TRANSACTIONID and
contenttype='text/plain'),'PASSWORD','REDACTED','g')) where
transactionid=TRANSACTIONID and contenttype='text/plain';

Also you should check, if there isn't a 'text/html' attachment alongside
'text/plain' in the same transaction and redact it as well if it exists.

Regards,
-- 
Robert Wysocki
administrator system?w linuksowych, dba
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 falcone at bestpractical.com  Thu Feb 28 11:04:09 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 28 Feb 2013 11:04:09 -0500
Subject: [rt-users] Dashboards for unprivileged users
In-Reply-To: <F0619AF235EBD540980A3B17975D63BAFC1590@046-CH1MPN1-042.046d.mgd.msft.net>
References: <F0619AF235EBD540980A3B17975D63BAFC1590@046-CH1MPN1-042.046d.mgd.msft.net>
Message-ID: <20130228160409.GP1594@jibsheet.com>

On Wed, Feb 27, 2013 at 06:13:49PM +0000, Edsall, William (WJ) wrote:
>    I've created a project dashboard which we would like the general community to access without
>    any special privileges. By default, the user is unprivileged and can only see SelfService. We
>    do not want to mark users are privileged by hand to achieve this.
> 
>    I was thinking of making all users Privileged by default but maybe this isn't the right way to
>    solve this?
> 
>    By the way our installation is auto-creating accounts via Kerberos authentication.

Dashboards are not available in the SelfService UI.
It's definitely possible to extend RT to show them, but there are a
lot of corner cases.

If you tell the list what you were hoping to show your unprivileged
users with the dashboards you might get simpler suggestions.

-kevin
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From falcone at bestpractical.com  Thu Feb 28 11:05:18 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 28 Feb 2013 11:05:18 -0500
Subject: [rt-users] self service - join a group?
In-Reply-To: <F0619AF235EBD540980A3B17975D63BAFC15C3@046-CH1MPN1-042.046d.mgd.msft.net>
References: <F0619AF235EBD540980A3B17975D63BAFC15C3@046-CH1MPN1-042.046d.mgd.msft.net>
Message-ID: <20130228160518.GQ1594@jibsheet.com>

On Wed, Feb 27, 2013 at 06:19:21PM +0000, Edsall, William (WJ) wrote:
>    In group rights - the option to `Join or leave group` under Staff rights is checked.
> 
>    Where does a user with these privileges access the join or leave group functions?

In the Group Admin Page, they're going to need at least ShowConfigTab
and SeeGroup to find the group and modify their membership.

BTW - by giving that right globally, you have allowed users to put
themselves into any group they can See.  This means if you have a
Super Users group and they can see it, they can put themselves in it.

-kevin
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From WJEdsall at dow.com  Thu Feb 28 11:09:07 2013
From: WJEdsall at dow.com (Edsall, William (WJ))
Date: Thu, 28 Feb 2013 16:09:07 +0000
Subject: [rt-users] Dashboards for unprivileged users
In-Reply-To: <20130228160409.GP1594@jibsheet.com>
References: <F0619AF235EBD540980A3B17975D63BAFC1590@046-CH1MPN1-042.046d.mgd.msft.net>
	<20130228160409.GP1594@jibsheet.com>
Message-ID: <F0619AF235EBD540980A3B17975D63BAFC1CA5@046-CH1MPN1-042.046d.mgd.msft.net>

The dashboards show a summary of unresolved and resolved tickets for a particular queue. We have separate dashboards for separate queues. 

There is nothing in particular that we wish to hide - I think allowing everyone to be privileged by default would be OK for us unless someone convinces me otherwise.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Thursday, February 28, 2013 11:04 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Dashboards for unprivileged users

On Wed, Feb 27, 2013 at 06:13:49PM +0000, Edsall, William (WJ) wrote:
>    I've created a project dashboard which we would like the general community to access without
>    any special privileges. By default, the user is unprivileged and can only see SelfService. We
>    do not want to mark users are privileged by hand to achieve this.
> 
>    I was thinking of making all users Privileged by default but maybe this isn't the right way to
>    solve this?
> 
>    By the way our installation is auto-creating accounts via Kerberos authentication.

Dashboards are not available in the SelfService UI.
It's definitely possible to extend RT to show them, but there are a
lot of corner cases.

If you tell the list what you were hoping to show your unprivileged
users with the dashboards you might get simpler suggestions.

-kevin



From falcone at bestpractical.com  Thu Feb 28 11:31:15 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 28 Feb 2013 11:31:15 -0500
Subject: [rt-users] Ready to roll?
In-Reply-To: <512E6F69.9000004@bestpractical.com>
References: <F29439DECCB52B42A0D6B9071C68A5B90FBB5EFE@CSMAGEX1.us.ecc.ads>
	<512C5BEC.4050107@netcologne.de>
	<F29439DECCB52B42A0D6B9071C68A5B90FBB77DA@CSMAGEX1.us.ecc.ads>
	<20130226173526.GM1594@jibsheet.com>
	<F29439DECCB52B42A0D6B9071C68A5B90FBC57EA@CSMAGEX1.us.ecc.ads>
	<512E6F69.9000004@bestpractical.com>
Message-ID: <20130228163115.GR1594@jibsheet.com>

On Wed, Feb 27, 2013 at 12:41:13PM -0800, Thomas Sibley wrote:
> On 02/27/2013 09:14 AM, John Buell wrote:
> > Hm, thanks for pointing that out Kevin. I had been using: Mysqldump
> > --opt --add-drop-table --single-transaction -u rt_user -pPassword -h
> > localhost rt4 > rt4-mysql-backup-`date %Y%m%d`
> > 
> > I see the sense in doing the backup on the page that you linked to,
> > but when I do it that way, I'm getting 'error 1044: Access denied for
> > user 'rt_user'@'localhost' to database 'rt4' when doing LOCK TABLES.
> > 
> > So is there something else I'm missing, or might someone have just
> > been active in a session?
> 
> The database user RT creates (rt_user by default) isn't granted the
> ability to issue LOCK TABLE commands.  Backups should be made by a full
> privileged database user, such as "root" by default on MySQL.  If you
> must use the database user which RT uses, you will need to grant it more
> rights.

As Tom notes, we usually run backups as a more privileged user, but if
you want to run as the rt_user because that password is already store
on disk somewhere, you can insert --single-transaction or
--skip-lock-tables in the first part of that command - the 
mysqldump rt4 --tables sessions --no-data;
because even though you're only asking for a schema, MySQL locks.

I filed http://issues.bestpractical.com/Ticket/Display.html?id=22893
so someone will look at that doc and update.

-kevin
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From falcone at bestpractical.com  Thu Feb 28 11:33:34 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 28 Feb 2013 11:33:34 -0500
Subject: [rt-users] Tickets links are lost after upgrade to 4.0.9
In-Reply-To: <loom.20130227T220615-768@post.gmane.org>
References: <loom.20130227T220615-768@post.gmane.org>
Message-ID: <20130228163334.GS1594@jibsheet.com>

On Wed, Feb 27, 2013 at 09:11:51PM +0000, olavo wrote:
> We recently upgraded from ver 3.6 to ver. 4.0.9,and one of the things a we
> noticed was that old ticket links are lost and we can no longer see the
> references in history of each ticket.
> 
> The links are probably lost due to change in Organisation name change. Is there
> a easier way to fix this? Links created subsequently work just fine.

We added a --fix-links option to the 4.2 version of rt-validator,
however we've run it on 4.0 installs without trouble.

You can grab
https://github.com/bestpractical/rt/blob/master/sbin/rt-validator.in
using the raw link and copy it into your unpacked 4.0.9 tarball
over the top of the existing sbin/rt-validator.in
Rerun configure (the incant is saved in /opt/rt4/etc/RT_Config.pm if
you've forgotten it) and then read ./sbin/rt-validator --help for the
links only code.

As always, make sure you have a current working backup before running
the validator.

-kevin
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From jra at baylink.com  Thu Feb 28 11:48:22 2013
From: jra at baylink.com (Jay Ashworth)
Date: Thu, 28 Feb 2013 11:48:22 -0500 (EST)
Subject: [rt-users] Ready to roll?
In-Reply-To: <20130228163115.GR1594@jibsheet.com>
Message-ID: <17344237.7874.1362070102487.JavaMail.root@benjamin.baylink.com>

----- Original Message -----
> From: "Kevin Falcone" <falcone at bestpractical.com>

> I filed http://issues.bestpractical.com/Ticket/Display.html?id=22893
> so someone will look at that doc and update.

Am I really the first person to notice that Basics does not include the
full Ticket title, so that when the large label version of it in 
the top ticket frame is too long to fit at whatever text size it is,
you have to burrow all the way to the bottom of the comments to see it?

This is a tiny bit worse for me, because (being almost 50 and having a 12"
laptop :-) I tend to run sites in Firefox Zoom Text Only mode, but on this
particular example, it overflows even at standard text size.

Should I RFE this?

Cheers,
-- jra
-- 
Jay R. Ashworth                  Baylink                       jra at baylink.com
Designer                     The Things I Think                       RFC 2100
Ashworth & Associates     http://baylink.pitas.com         2000 Land Rover DII
St Petersburg FL USA               #natog                      +1 727 647 1274


From jvdwege at xs4all.nl  Thu Feb 28 12:35:45 2013
From: jvdwege at xs4all.nl (Joop)
Date: Thu, 28 Feb 2013 18:35:45 +0100
Subject: [rt-users] Dashboards for unprivileged users
In-Reply-To: <F0619AF235EBD540980A3B17975D63BAFC1CA5@046-CH1MPN1-042.046d.mgd.msft.net>
References: <F0619AF235EBD540980A3B17975D63BAFC1590@046-CH1MPN1-042.046d.mgd.msft.net>
	<20130228160409.GP1594@jibsheet.com>
	<F0619AF235EBD540980A3B17975D63BAFC1CA5@046-CH1MPN1-042.046d.mgd.msft.net>
Message-ID: <dca99de8-2d03-46cd-828b-5aca07ffd04c@email.android.com>

Edsall, William (WJ)" <WJEdsall at dow.com> wrote:

>The dashboards show a summary of unresolved and resolved tickets for a
>particular queue. We have separate dashboards for separate queues. 
>
>There is nothing in particular that we wish to hide - I think allowing
>everyone to be privileged by default would be OK for us unless someone
>convinces me otherwise.
Privileged only means another interface. With groups you can restrict them so that they can only do and see what you want.

Joop

-- 
Sent from my Android phone with K-9 Mail. Please excuse my brevity.


From Kendric.Beachey at garmin.com  Thu Feb 28 15:20:42 2013
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Thu, 28 Feb 2013 20:20:42 +0000
Subject: [rt-users] Email to watchers has lost its "From"
Message-ID: <074C3AE4E206DC478AB4FA128B979141082B2A@OLAWPA-EXMB05.ad.garmin.com>

Hi all,

This is kind of a weird one.  We've had RT 3.6.5 up and running great for over three years (and version 2.something for probably 8 years before that) and just today we've seen a change in how emails to queue watchers come across.

Previously, any email RT sent out when a ticket was created, corresponded, etc., would appear to come from the person who initiated the action (the requester or commenter, etc.).

But starting today (apparently), the email just appears to come from the queue address inside RT instead.  (queuename at rt.ourcompany.com<mailto:queuename at rt.ourcompany.com>)

I haven't changed any options through the web interface in quite a while, and the config files on the filesystem haven't changed in about a year.  I'm leaning toward something changing in our corporate mail servers that has made it start dropping the header that RT is using to say who the email is from.

Has this sort of thing happened to anyone else?
--
Kendric Beachey


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From craig at 2ndquadrant.com  Thu Feb 28 23:31:44 2013
From: craig at 2ndquadrant.com (Craig Ringer)
Date: Fri, 01 Mar 2013 12:31:44 +0800
Subject: [rt-users] Allowing SelfService users to set own language and
	timezone prefs
Message-ID: <51302F30.1020906@2ndquadrant.com>

Hi all

I was just surprised to find that SelfService (Unprivileged) users don't
seem to be able to set their own time zone or language in
SelfService/Prefs.html . It only shows a password change UI.

I've had a look at html/SelfService/Prefs.html and see no code for other
fields.

Is there a security or other reason not to show things like timezone and
language to unprivileged users? I can add an overlay, I just want to
avoid breaking anything important.

-- 
 Craig Ringer                   http://www.2ndQuadrant.com/
 PostgreSQL Development, 24x7 Support, Training & Services