From al.scotto at reply.it Tue Jan 1 13:43:08 2013 From: al.scotto at reply.it (Scotto Alberto) Date: Tue, 1 Jan 2013 18:43:08 +0000 Subject: [rt-users] R: R: Custom authentication script fails with > ExternalAuthPriority not defined, please check your configuration file In-Reply-To: <50E20738.9060606@bestpractical.com> References: , <20121227191851.GB64810@jibsheet.com>, , <50E20738.9060606@bestpractical.com> Message-ID: Hi Thomas. First of all, Thank you for your feedback! You are right. Actually, in my mind, that function was supposed to have input validated by some other methods (around the View layer), as a precondition. Now, I think it's a matter of design. Whether - to keep things strictly separate (only the high-level class charged with the input validation) or - to have validation in both layers (maybe with a strong validation in the high-level class and a minimum validation in the function auth_rt) Don't know what is the best. I think using preconditions is a strong practice that gives you freedom and lets you avoid duplicate checks. Actually, the preconditions must be documented... So I think that I may go for documenting the precondition in the wiki page (also for simplicity). What do you think? AS PS: Happy New Year :) ________________________________________ Da: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] per conto di Thomas Sibley [trs at bestpractical.com] Inviato: luned? 31 dicembre 2012 22.44 A: rt-users at lists.bestpractical.com Oggetto: Re: [rt-users] R: Custom authentication script fails with > ExternalAuthPriority not defined, please check your configuration file On 12/27/2012 04:57 PM, Scotto Alberto wrote: > I've just shared my script on rt wikia :) > > http://requesttracker.wikia.com/wiki/Rt-auth-user > > Any improvements are welcome. > > For example, I suspect there's a better way to do it (it = > authenticating against external auths first, and then the local RT's > DB). I'd expect to call only DoAuth, and then it should fall to > IsPassword by itself, shouldn't it? Your PHP example has a serious security flaw in it since you use unescaped user input in the call to shell_exec(). Any username which passes your check may be followed by a password which runs arbitrary shell code on your server. Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.scotto at reply.it www.reply.it ________________________________ -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. From tobiasbp at gmail.com Wed Jan 2 04:43:19 2013 From: tobiasbp at gmail.com (tobiasbp) Date: Wed, 2 Jan 2013 10:43:19 +0100 Subject: [rt-users] History/log for Scrip in RT 4.0.1 Message-ID: Hello list. Is there any way to document when a Scrip has been dis/en-abled in RT 4.0.1. Looking at the database itself, I can see when the rule definition itself has been updated and by whom, but not when it was last dis/en-abled. Any ideas? Thank you, Tobias Balle-Petersen From tjrc at sanger.ac.uk Wed Jan 2 04:50:37 2013 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Wed, 2 Jan 2013 09:50:37 +0000 Subject: [rt-users] Placing 2 CF in RT ticket subject In-Reply-To: References: Message-ID: <0D959871-641F-48BC-A2C2-ABE9C8B835DE@sanger.ac.uk> On 29 Dec 2012, at 08:48, Nums wrote: > I am trying to create a script which will pull 2 custom field values into the RT > ticket subject upon creation. > I am able to do it with one using script below, but > unable to manage to pull 2 CF values, is this possible? > > my $subject = $self->TicketObj->FirstCustomFieldValue('Custom Field Selection') > > $self->TicketObj->SetSubject($subject); my $field1 = $self->TicketObj->FirstCustomFieldValue('Custom Field Selection'); my $field2 = $self->TicketObj->FirstCustomFieldValue('Other Custom Field'); my $subject = "$field1 $field2"; $self->TicketObj->SetSubject($subject); or something like that. 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 martin.wheldon at greenhills-it.co.uk Wed Jan 2 04:39:38 2013 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Wed, 02 Jan 2013 09:39:38 +0000 Subject: [rt-users] Placing 2 CF in RT ticket subject In-Reply-To: References: Message-ID: <997ba3eac31cfa3c484f5a4b2f17655b@mail.greenhills-it.co.uk> Hi, How about something like: my $subject = sprintf("%s %s", $self->TicketObj->FirstCustomFieldValue('Custom Field 1'), $self->TicketObj->FirstCustomFieldValue('Custom Field 2'); Best Regards Martin Wheldon On 2012-12-29 08:48, Nums wrote: > I am trying to create a script which will pull 2 custom field values > into the RT > ticket subject upon creation. > I am able to do it with one using script below, but > unable to manage to pull 2 CF values, is this possible? > > my $subject = $self->TicketObj->FirstCustomFieldValue('Custom Field > Selection') > > $self->TicketObj->SetSubject($subject); > > > !DSPAM:9,50def36133231913920786! From ruz at bestpractical.com Wed Jan 2 05:55:06 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 2 Jan 2013 14:55:06 +0400 Subject: [rt-users] History/log for Scrip in RT 4.0.1 In-Reply-To: References: Message-ID: On Wed, Jan 2, 2013 at 1:43 PM, tobiasbp wrote: > Hello list. > > Is there any way to document when a Scrip has been dis/en-abled in RT > 4.0.1. Looking at the database itself, I can see when the rule > definition itself has been updated and by whom, but not when it was > last dis/en-abled. > > Any ideas? RT doesn't record transactions for scrips, so history is limited. It's not hard to implement. Patches for master branch are welcome. > > Thank you, > Tobias Balle-Petersen -- Best regards, Ruslan. From xbarnada at gmail.com Wed Jan 2 06:32:31 2013 From: xbarnada at gmail.com (Xavier Barnada) Date: Wed, 2 Jan 2013 12:32:31 +0100 Subject: [rt-users] Custom fields and non privileged users Message-ID: Hi I'm configuring a RT4 and I have a problem. I want to use custom fields on tickets. I tried to create a non privileged user with "view custom fields" permission .I tried to create a ticket with this user and the custom field don't appear on the form of ticket and don't allow me to create the ticket because a custom field validation error. I searched possible solutions and set this user as a privileged user.With privileged user the custom field appear on the create ticket form but appear another option that allows the user to set the initial status of the ticket and I want the user only can create tickets as "New". There is any possible solution to show the custom field on non privileged users or hide the initial status on the privileged users? Cheers From martin.wheldon at greenhills-it.co.uk Wed Jan 2 06:21:32 2013 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Wed, 02 Jan 2013 11:21:32 +0000 Subject: [rt-users] Custom fields and non privileged users In-Reply-To: References: Message-ID: Hi, I suspect you may need to give write access to the custom fields for the non priviliged user, as I've never needed to I'm not sure. For the priviliged user you could write a scrip that checked if a transaction is a create and status is not new then reset status to new. Best Regards Martin On 2013-01-02 11:32, Xavier Barnada wrote: > Hi > > I'm configuring a RT4 and I have a problem. I want to use custom > fields on tickets. > I tried to create a non privileged user with "view custom fields" > permission .I tried to create a ticket with this user and the custom > field don't appear on the form of ticket and don't allow me to create > the ticket because a custom field validation error. > I searched possible solutions and set this user as a privileged > user.With privileged user the custom field appear on the create > ticket > form but appear another option that allows the user to set the > initial status of the ticket and I want the user only can create > tickets as "New". > > There is any possible solution to show the custom field on non > privileged users or hide the initial status on the privileged users? > > Cheers > > !DSPAM:9,50e4133033231824719915! From jbrandt at bestpractical.com Wed Jan 2 11:08:25 2013 From: jbrandt at bestpractical.com (Jim Brandt) Date: Wed, 02 Jan 2013 11:08:25 -0500 Subject: [rt-users] Request Tracker does not highlight a ticket when it receives a new reply In-Reply-To: References: Message-ID: <50E45B79.9030906@bestpractical.com> There is an option to notify you if there are unread messages on a ticket: http://bestpractical.com/rt/docs/latest/RT_Config.html#ShowUnreadMessageNotifications This can be set as a global option or at the individual level by going to Logged in as > Settings > Options. Look for "Notify me of unread messages". To see it in a ticket list somewhere in "RT at a glance", click on Edit for the section you want (e.g., 10 highest priority tickets I own). In the Display Columns section, add UpdateStatus to the shown columns. That will work in conjunction with ShowUnreadMessageNotifications and show you new messages. You can click the link at the top of the ticket display page to clear the unread messages for a given ticket. On 12/29/12 8:24 AM, decenter decenter wrote: > Hello, > > When a new ticket is created, I can see that in RT. But then if a new reply > or correspondence comes to that ticket, it is not getting highlighted (but > I can see the new correspondence in the ticket). Any solution? > > Regards, > -- From trs at bestpractical.com Wed Jan 2 12:22:38 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 02 Jan 2013 09:22:38 -0800 Subject: [rt-users] R: R: Custom authentication script fails with > ExternalAuthPriority not defined, please check your configuration file In-Reply-To: References: , <20121227191851.GB64810@jibsheet.com>, , <50E20738.9060606@bestpractical.com> Message-ID: <50E46CDE.3010401@bestpractical.com> On 01/01/2013 10:43 AM, Scotto Alberto wrote: > Don't know what is the best. I think using preconditions is a strong > practice that gives you freedom and lets you avoid duplicate checks. > Actually, the preconditions must be documented... > > So I think that I may go for documenting the precondition in the wiki > page (also for simplicity). > > What do you think? Relying on the input being validated before handed to the function is asking for trouble as soon as the function starts being used in multiple places, some of which may not validate the input. The function should be a black box, and you shouldn't need to know that it's going to pass provided arguments to shell_exec(). Fix problems at the source, not at some more distant location. You'll end up playing whack a mole otherwise. Thomas From trs at bestpractical.com Wed Jan 2 12:25:39 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 02 Jan 2013 09:25:39 -0800 Subject: [rt-users] Custom fields and non privileged users In-Reply-To: References: Message-ID: <50E46D93.3030107@bestpractical.com> On 01/02/2013 03:21 AM, Martin Wheldon wrote: > I suspect you may need to give write access to the custom fields for the > non priviliged user, > as I've never needed to I'm not sure. Yes, you need to grant the ModifyCustomField right. > For the priviliged user you could write a scrip that checked if a > transaction is a create and status is not new then > reset status to new. This is unnecessary with Lifecycles. You can configure which statuses are acceptable when creating a ticket: http://bestpractical.com/rt/docs/latest/RT_Config.html#Transitions-between-statuses-and-UI-actions From Angel.Vega at jhuapl.edu Wed Jan 2 13:15:10 2013 From: Angel.Vega at jhuapl.edu (Vega, Angel L.) Date: Wed, 2 Jan 2013 13:15:10 -0500 Subject: [rt-users] Customizing With Local Directory Message-ID: <068F06DC4D106941B297C0C5F9F446EA48D2FA417C@aplesstripe.dom1.jhuapl.edu> Hello, I'm trying to customize the page in RTIR that displays incidents but I cannot see the changes I've made once I've restarted the webserver and cleared the Mason object cache. Here is where I placed the customized file in the 'local' directory: /opt/rt3/local/html/Ticket/Display.html I've already read the wiki section, how can I get the customizations to show using the local directory? Thanks, Angel -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Jan 2 14:49:23 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 2 Jan 2013 23:49:23 +0400 Subject: [rt-users] Customizing With Local Directory In-Reply-To: <068F06DC4D106941B297C0C5F9F446EA48D2FA417C@aplesstripe.dom1.jhuapl.edu> References: <068F06DC4D106941B297C0C5F9F446EA48D2FA417C@aplesstripe.dom1.jhuapl.edu> Message-ID: On Wed, Jan 2, 2013 at 10:15 PM, Vega, Angel L. wrote: > Hello, > > > > I?m trying to customize the page in RTIR that displays incidents but I > cannot see the changes I?ve made once I?ve restarted the webserver and > cleared the Mason object cache. > > Here is where I placed the customized file in the ?local? directory: > /opt/rt3/local/html/Ticket/Display.html > RTIR has its own set of pages to display Incidents/IRs/Invs and Blocks. It customizes RT's display page to redirect to RTIR's version if user tries to use RT's page on RTIR's ticket. So you're poking wrong file. > I?ve already read the wiki section, how can I get the customizations to show > using the local directory? > > > > Thanks, > > Angel -- Best regards, Ruslan. From cloos at netsandbox.de Wed Jan 2 17:10:00 2013 From: cloos at netsandbox.de (Christian Loos) Date: Wed, 02 Jan 2013 23:10:00 +0100 Subject: [rt-users] Custom authentication script fails with > ExternalAuthPriority not defined, please check your configuration file In-Reply-To: References: Message-ID: <50E4B038.7060707@netsandbox.de> Hi, why not just call in you PHP app https://your-rt-server-url/REST/1.0/ with user and pass as post parameter and check the first line of the response for the status * "200 Ok" = successful login * "401 Credentials required" = not successful login Chris Am 20.12.2012 12:56, schrieb Scotto Alberto: > Hi all, > > > > I?m writing a PHP application (a cloud self-service application that > lets developers create testing environments and so on) for the company > where I also installed RT. For the authentication part, I thought to > authenticate users against RT, since the users of my PHP app are a > subset of RT?s users. > > So, I?m down to writing a script (attached) that authenticates a user > against RT, to be called from a PHP script. > > On RT I have RT-Authen-ExternalAuth that connects to LDAP. > > So in my perl script I?ve had to make two tries: first > RT::Authen::ExternalAuth::DoAuth (for domain users); then, if it fails, > $user->IsPassword($pass) (for local users). > > The problem is with RT::Authen::ExternalAuth::DoAuth; instead, the auth > of local users with IsPassword always works. > > If I execute the script as root, it goes smooth. > > But for security reasons I want to execute it as another user (I created > the Unix user ?selfservice?, as well as the RT user ?selfservice?). > Executing the script as this Unix user, DoAuth fails with the following > message: > > > > /ExternalAuthPriority not defined, please check your configuration file./ > > > > What am I missing? > > > > Thank you very much! > > > > Regards > > > > Alberto Scotto > From al.scotto at reply.it Wed Jan 2 18:44:09 2013 From: al.scotto at reply.it (Scotto Alberto) Date: Wed, 2 Jan 2013 23:44:09 +0000 Subject: [rt-users] R: Custom authentication script fails with > ExternalAuthPriority not defined, please check your configuration file In-Reply-To: <50E4B038.7060707@netsandbox.de> References: , <50E4B038.7060707@netsandbox.de> Message-ID: Yep! That's something I was mumbling about. Thanks to you, I've just given it a try. It's not that easy peasy: REST returns 200 even if you are not authenticated. But you can deduce if you have been auth'd from the HTML page you get, searching for 'span id="not-logged-in" ', for example. What about the security point of view of the two methods of auth (my script vs REST)? Assuming RT is reachable via https, can it be any worse than executing a script via ssh? ________________________________________ Da: Christian Loos [cloos at netsandbox.de] Inviato: mercoled? 2 gennaio 2013 23.10 A: Scotto Alberto Cc: rt-users at lists.bestpractical.com Oggetto: Re: Custom authentication script fails with > ExternalAuthPriority not defined, please check your configuration file Hi, why not just call in you PHP app https://your-rt-server-url/REST/1.0/ with user and pass as post parameter and check the first line of the response for the status * "200 Ok" = successful login * "401 Credentials required" = not successful login Chris Am 20.12.2012 12:56, schrieb Scotto Alberto: > Hi all, > > > > I?m writing a PHP application (a cloud self-service application that > lets developers create testing environments and so on) for the company > where I also installed RT. For the authentication part, I thought to > authenticate users against RT, since the users of my PHP app are a > subset of RT?s users. > > So, I?m down to writing a script (attached) that authenticates a user > against RT, to be called from a PHP script. > > On RT I have RT-Authen-ExternalAuth that connects to LDAP. > > So in my perl script I?ve had to make two tries: first > RT::Authen::ExternalAuth::DoAuth (for domain users); then, if it fails, > $user->IsPassword($pass) (for local users). > > The problem is with RT::Authen::ExternalAuth::DoAuth; instead, the auth > of local users with IsPassword always works. > > If I execute the script as root, it goes smooth. > > But for security reasons I want to execute it as another user (I created > the Unix user ?selfservice?, as well as the RT user ?selfservice?). > Executing the script as this Unix user, DoAuth fails with the following > message: > > > > /ExternalAuthPriority not defined, please check your configuration file./ > > > > What am I missing? > > > > Thank you very much! > > > > Regards > > > > Alberto Scotto > Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.scotto at reply.it www.reply.it ________________________________ -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. From trs at bestpractical.com Wed Jan 2 18:50:46 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 02 Jan 2013 15:50:46 -0800 Subject: [rt-users] R: Custom authentication script fails with > ExternalAuthPriority not defined, please check your configuration file In-Reply-To: References: , <50E4B038.7060707@netsandbox.de> Message-ID: <50E4C7D6.4060904@bestpractical.com> On 01/02/2013 03:44 PM, Scotto Alberto wrote: > Yep! That's something I was mumbling about. > > Thanks to you, I've just given it a try. > It's not that easy peasy: REST returns 200 even if you are not authenticated. But you can deduce if you have been auth'd from the HTML page you get, searching for 'span id="not-logged-in" ', for example. REST should never return HTML. Try an existing endpoint under /REST/1.0/ instead of just that top level dir. > What about the security point of view of the two methods of auth (my script vs REST)? > Assuming RT is reachable via https, can it be any worse than executing a script via ssh? 1) You don't have to replicate the RT::Authen::ExternalAuth handling, since it'll all Just Work if you treat the web interface as an auth endpoint. 2) You won't suffer arbitrary code execution vulnerabilities in your ssh exec wrapper. 3) It doesn't require your PHP app to live on the same server as RT's source code and config. From al.scotto at reply.it Wed Jan 2 18:53:42 2013 From: al.scotto at reply.it (Scotto Alberto) Date: Wed, 2 Jan 2013 23:53:42 +0000 Subject: [rt-users] R: R: R: Custom authentication script fails with > ExternalAuthPriority not defined, please check your configuration file In-Reply-To: <50E46CDE.3010401@bestpractical.com> References: , <20121227191851.GB64810@jibsheet.com>, , <50E20738.9060606@bestpractical.com> , <50E46CDE.3010401@bestpractical.com> Message-ID: Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.scotto at reply.it www.reply.it On 01/01/2013 10:43 AM, Scotto Alberto wrote: > Don't know what is the best. I think using preconditions is a strong > practice that gives you freedom and lets you avoid duplicate checks. > Actually, the preconditions must be documented... > > So I think that I may go for documenting the precondition in the wiki > page (also for simplicity). > > What do you think? Relying on the input being validated before handed to the function is asking for trouble as soon as the function starts being used in multiple places, some of which may not validate the input. The function should be a black box, and you shouldn't need to know that it's going to pass provided arguments to shell_exec(). Fix problems at the source, not at some more distant location. You'll end up playing whack a mole otherwise. Thomas ______________________________________ Thanks for your contribution. > Fix problems at the source Exactly. >From my point of view, the "source" is who/what generates the input: the user who fills in a form. So, this is why I say that the input validation should be done around the View layer, while in the back ("rt_auth" function) I should assume with a precondition that the input is not evil anymore. ________________________________ -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. From trs at bestpractical.com Wed Jan 2 19:08:33 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 02 Jan 2013 16:08:33 -0800 Subject: [rt-users] R: R: R: Custom authentication script fails with > ExternalAuthPriority not defined, please check your configuration file In-Reply-To: References: , <20121227191851.GB64810@jibsheet.com>, , <50E20738.9060606@bestpractical.com> , <50E46CDE.3010401@bestpractical.com> Message-ID: <50E4CC01.6090007@bestpractical.com> On 01/02/2013 03:53 PM, Scotto Alberto wrote: >> Fix problems at the source > > Exactly. From my point of view, the "source" is who/what generates > the input: the user who fills in a form. So, this is why I say that > the input validation should be done around the View layer, while in > the back ("rt_auth" function) I should assume with a precondition > that the input is not evil anymore. It's far too easy for the backend function to start being used somewhere where the validation doesn't happen first, and then you're vulnerable again. The backend is a single point to fix, whereas validation might need to happen across multiple views and interfaces. The path of shoving the shell_exec() validation up into the view is lined with awful websites which prohibit special characters in passwords. From decenter.decenter at gmail.com Thu Jan 3 01:38:13 2013 From: decenter.decenter at gmail.com (decenter decenter) Date: Thu, 3 Jan 2013 12:08:13 +0530 Subject: [rt-users] How to Integrate request tracker 4.0.8 with Active directory 2008 Message-ID: I have been trying this since 7 days, but no luck. All the documents I have seen here in the web is for old version (3.0.8). So, please don't point out those wiki links to me. If there is any new document for v 4.0.8 and active directory 2008, please let me know. Diehard RT FAN -------------- next part -------------- An HTML attachment was scrubbed... URL: From Chris.okelly at minecorp.com.au Thu Jan 3 01:42:50 2013 From: Chris.okelly at minecorp.com.au (Chris O'Kelly) Date: Thu, 3 Jan 2013 16:42:50 +1000 Subject: [rt-users] How to Integrate request tracker 4.0.8 with Active directory 2008 In-Reply-To: References: Message-ID: Hi Decenter, Just 2 months ago I configured our RT (4.0.7 I think it was at the time) to work with AD following the pages on the wiki (http://requesttracker.wikia.com/wiki/ExternalAuth) hopefully this isn't one of the links you don't want to be pointed at, but it was first result for me googling Request Tracker Active Directory, so I figured you've already seen it. Regards Chris O'Kelly Web Administrator Minecorp Australia 37 Murdoch Circuit Acacia Ridge QLD 4110 minecorp.com.au P: 07 3723 1000 M: 0450 586 190 E: Chris.okelly at minecorp.com.au S: chris.okelly.mvs [http://i.imgur.com/XKjNC.png] From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of decenter decenter Sent: Thursday, 3 January 2013 4:38 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] How to Integrate request tracker 4.0.8 with Active directory 2008 I have been trying this since 7 days, but no luck. All the documents I have seen here in the web is for old version (3.0.8). So, please don't point out those wiki links to me. If there is any new document for v 4.0.8 and active directory 2008, please let me know. Diehard RT FAN -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Thu Jan 3 03:13:14 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 03 Jan 2013 00:13:14 -0800 Subject: [rt-users] How to Integrate request tracker 4.0.8 with Active directory 2008 In-Reply-To: References: Message-ID: <50E53D9A.7040609@bestpractical.com> On 01/02/2013 10:38 PM, decenter decenter wrote: > I have been trying this since 7 days, but no luck. All the documents I > have seen here in the web is for old version (3.0.8). So, please don't > point out those wiki links to me. If there is any new document for v > 4.0.8 and active directory 2008, please let me know. Look at the example config (the LDAP part) that ships with the RT::Authen::ExternalAuth extension [1], or the many example configs in the rt-users archives [2]. [1] https://metacpan.org/source/TSIBLEY/RT-Authen-ExternalAuth-0.12/etc/RT_SiteConfig.pm [2] http://bestpractical.com/rt/lists.html If you're looking for SSO (not typing an AD user/pass in RT's login form), there are lots of folks on the mailing list who've set that up using mod_auth_kerb and RT's $WebExternalAuth options. There are web resources as well, although no definitive guide. From nengard at bywatersolutions.com Thu Jan 3 11:40:19 2013 From: nengard at bywatersolutions.com (Nicole Engard) Date: Thu, 3 Jan 2013 11:40:19 -0500 Subject: [rt-users] Newbie wanting to see the history on reply Message-ID: Hi all, Today we went live with RT! It's pretty darn awesome! I'm wondering if there is an extension though that might be able to do what I want. I did look through the extensions list, the wiki and searched on Google, but might not be using the right words phrases. We migrated from Bugzilla to RT and when you replied to a ticket in Bugzilla you could see the history of the ticket right there. So I've gotten used to being able to see what people said (myself and others) in the past on the ticket. I know that you can reply and then see the reply in the editor box, but the entire history isn't always there (depending on how you replied) and I don't really want the entire history in the body of the message anyway. So, does anyone know of a plugin/extension that will show me a preview of the previous discussion on the ticket off to the side or below the comment/reply box? Right now I'm opening the reply window in a new tab so I can go back and forth. Thanks a ton! ---------------------------------------------- Nicole C. Engard Vice President of Education ByWater Solutions** nengard at bywatersolutions.com http://bywatersolutions.com *What is Koha? * -------------- next part -------------- An HTML attachment was scrubbed... URL: From mikeofmany at gmail.com Thu Jan 3 17:44:15 2013 From: mikeofmany at gmail.com (Mike S) Date: Thu, 3 Jan 2013 15:44:15 -0700 Subject: [rt-users] upgrading from .88 to 408 sql issues Message-ID: Hey all, I've been scouring the net as well as our config docs trying to figure out what maybe causing my upgrade issues with DelegatedBy. We have mysql setup with the innodb settings and 3.8.8 working great with RTIR. Specifically there are two warnings. Which the upgrade script passed on, then two critical errors. Any suggestions would be greatly appreciated. Full log below: 3.8.9 ok 3.9.1 ok Processing 3.9.2 Now inserting data. [Thu Jan 3 16:46:18 2013] [warning]: DBD::mysql::st execute failed: Unknown column 'main.DelegatedBy' in 'where clause' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 587. (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:587) [Thu Jan 3 16:46:18 2013] [warning]: RT::Handle=HASH(0x1f53e620) couldn't execute the query 'SELECT main.* FROM ACL main WHERE (main.DelegatedBy > '0') AND (main.DelegatedFrom > '0') ' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 600 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1f53e620)', 'SELECT main.* FROM ACL main WHERE (main.DelegatedBy > \'0\')...') called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line 236 DBIx::SearchBuilder::_DoSearch('RT::ACL=HASH(0x1f1db0d0)') called at /tmp/rt-4.0.8/sbin/../lib/RT/SearchBuilder.pm line 343 RT::SearchBuilder::_DoSearch('RT::ACL=HASH(0x1f1db0d0)') called at /tmp/rt-4.0.8/sbin/../lib/RT/ACL.pm line 263 RT::ACL::_DoSearch('RT::ACL=HASH(0x1f1db0d0)') called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder.pm line 504 DBIx::SearchBuilder::Next('RT::ACL=HASH(0x1f1db0d0)') called at /tmp/rt-4.0.8/sbin/../lib/RT/ACL.pm line 228 RT::ACL::Next('RT::ACL=HASH(0x1f1db0d0)') called at ./etc/upgrade/3.9.2/content line 19 RT::Handle::__ANON__() called at /tmp/rt-4.0.8/sbin/../lib/RT/Handle.pm line 769 eval {...} called at /tmp/rt-4.0.8/sbin/../lib/RT/Handle.pm line 769 RT::Handle::InsertData('RT::Handle=HASH(0x1f53e620)', './etc/upgrade/3.9.2/content', 'undef') called at sbin/rt-setup-database line 293 main::action_insert('prompt-for-dba-password', 1, 'datafile', 'undef', 'action', 'upgrade', 'datadir', './etc/upgrade/3.9.2', 'backcompat', ...) called at sbin/rt-setup-database line 399 main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'dba', 'root') called at sbin/rt-setup-database line 198 (/usr/lib/perl5/5.8.8/Carp.pm:272) [Thu Jan 3 16:46:18 2013] [critical]: _DoSearch is not so successful as it still needs redo search, won't call _BuildHash (/tmp/rt-4.0.8/sbin/../lib/RT/ACL.pm:266) Processing 3.9.3 Now populating database schema. [Thu Jan 3 16:46:18 2013] [critical]: DBD::mysql::st execute failed: Can't DROP 'DelegatedBy'; check that column/key exists at /tmp/rt-4.0.8/sbin/../lib/RT/Handle.pm line 515. (/tmp/rt-4.0.8/sbin/../lib/RT.pm:341) DBD::mysql::st execute failed: Can't DROP 'DelegatedBy'; check that column/key exists at /tmp/rt-4.0.8/sbin/../lib/RT/Handle.pm line 515. make: *** [upgrade-database] Error 255 Thanks -- Mike of Many Stories, Ideas, and Ramblings Game Chef 2009, 2010 NaNoWriMo 2008, 2009,2010 http://mikeofmanystories.blogspot.com/ - writings http://mikeofmany.wordpress.com/ - personal bloggery http://securityenmass.blogspot.com/ - Security thoughts with a dose of common sense -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Thu Jan 3 18:05:00 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 03 Jan 2013 15:05:00 -0800 Subject: [rt-users] upgrading from .88 to 408 sql issues In-Reply-To: References: Message-ID: <50E60E9C.70709@bestpractical.com> On 01/03/2013 02:44 PM, Mike S wrote: > I've been scouring the net as well as our config docs trying to figure > out what maybe causing my upgrade issues with DelegatedBy. We have mysql > setup with the innodb settings and 3.8.8 working great with RTIR. > > Specifically there are two warnings. Which the upgrade script passed on, > then two critical errors. The errors below are consistent with those upgrade steps having already been run at least once. Did you or someone else attempt an upgrade previously and fail before trying again on the same (partially upgraded) database? From smcclure at rice.edu Thu Jan 3 18:39:25 2013 From: smcclure at rice.edu (Susan K. McClure) Date: Thu, 03 Jan 2013 17:39:25 -0600 Subject: [rt-users] QueueDeactivatedScrips Extension install problem, postgres Message-ID: <50E616AD.3040705@rice.edu> I tried to install the extension RT-Extension-QueueDeactivatedScrips from the -master.zip file to a RT 3.8.13 installation, using postgtresql for the Database. I had errors when I tried to run "make initdb" not with populating the database schema, but the second step that inserts the database ACLS: > In order to create or update your RT database, this script needs to > connect to your Pg instance on as rt_user > Please specify that user's database password below. If the user has no > database > password, just press return. > > Password: > Working with: > Type: Pg > Host: > Name: rt3813 > User: rt_user > DBA: rt_user > Now inserting database ACLs > DBD::Pg::st execute failed: ERROR: syntax error at or near "to" > LINE 1: ... UPDATE, DELETE ON QueueDeactivatedScrips_id_seq, to rt_user... > ^ at > /opt/rt3/lib/RT/Handle.pm line 441, line 1. > DBD::Pg::st execute failed: ERROR: syntax error at or near "to" > LINE 1: ... UPDATE, DELETE ON QueueDeactivatedScrips_id_seq, to rt_user... > ^ at > /opt/rt3/lib/RT/Handle.pm line 441, line 1. > ...returned with error: 65280 > make: *** [initdb] Error 255 I think I fixed the problem by running manually, as the DBA user "postgres" the following: 1) the statements in drop_schema.Pg 2) the statements in schema.Pg 3) the statements in acl.Pg with some modifications on the ACLs for QueueDeactivatedScrips_id_seq to just grant the SELECT, USAGE, and UPDATE acls Like so: > rt3813=# drop table queuedeactivatedscrips; > DROP TABLE > rt3813=# drop sequence queuedeactivatedscrips_id_seq; > DROP SEQUENCE > rt3813=# CREATE SEQUENCE QueueDeactivatedScrips_id_seq; > CREATE SEQUENCE > rt3813=# CREATE TABLE QueueDeactivatedScrips ( > rt3813(# id INTEGER DEFAULT nextval('QueueDeactivatedScrips_id_seq'), > rt3813(# QueueId INTEGER NOT NULL default 0, > rt3813(# ScripId INTEGER NOT NULL default 0, > rt3813(# Status varchar(15) NOT NULL default 'deactivated', > rt3813(# Description varchar(255) default NULL, > rt3813(# PRIMARY KEY (id) > rt3813(# ); > NOTICE: CREATE TABLE / PRIMARY KEY will create implicit index > "queuedeactivatedscrips_pkey" for table "queuedeactivatedscrips" > CREATE TABLE > rt3813=# CREATE INDEX QueueScrip ON QueueDeactivatedScrips > (QueueId,ScripId); > CREATE INDEX > rt3813=# GRANT SELECT, INSERT, UPDATE, DELETE ON > QueueDeactivatedScrips to "postgres"; > GRANT > rt3813=# GRANT SELECT, INSERT, UPDATE, DELETE ON > QueueDeactivatedScrips_id_seq to "postgres"; > WARNING: sequence "queuedeactivatedscrips_id_seq" only supports > USAGE, SELECT, and UPDATE privileges > GRANT > rt3813=# GRANT SELECT, USAGE, UPDATE ON QueueDeactivatedScrips_id_seq > to "postgres";GRANT This gave me these tables > public | queuedeactivatedscrips | table | postgres > public | queuedeactivatedscrips_id_seq | sequence | postgres with these Privileges: > public | queuedeactivatedscrips | table | > postgres=arwdDxt/postgres | > public | queuedeactivatedscrips_id_seq | sequence | > postgres=rwU/postgres | I setup the Plugin and cleared RT's mason cache and restarted the web server. How can I verify that the extension IS there and will work with the postgres ACL changes that I did?? Thanks, Susan McClure smcclure at rice.edu From giles at coochey.net Fri Jan 4 07:22:33 2013 From: giles at coochey.net (Giles Coochey) Date: Fri, 04 Jan 2013 12:22:33 +0000 Subject: [rt-users] Tickets in a Nice Print Format Message-ID: <50E6C989.7050207@coochey.net> I would like to be able to Print or PDF tickets in a nice format. Is there a good way to do this? I currently print the ticket pages from a browser, but have various rendering issues and, in short, it isn't all that pretty. I also notice that Reminders for tickets don't appear to be on the print outs / PDFs. -- Regards, Giles Coochey, CCNA, CCNAS NetSecSpec Ltd +44 (0) 7983 877438 http://www.coochey.net http://www.netsecspec.co.uk giles at coochey.net -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4968 bytes Desc: S/MIME Cryptographic Signature URL: From bluethundr at gmail.com Fri Jan 4 08:33:40 2013 From: bluethundr at gmail.com (Tim Dunphy) Date: Fri, 4 Jan 2013 08:33:40 -0500 Subject: [rt-users] can't compile RT CPAN modules Message-ID: I find it perplexing that I cannot seem to compile ANY CPAN module relating to rt4. I've tried many and have met with the same frustrations Basically this is what occurs. [monitor03:~/RT-Crypt-SMIME-0.23] root% perl Makefile.PL Cannot determine perl version info from lib/RT/Crypt/SMIME.pm Cannot find the location of RT.pm that defines $RT::LocalPath in: inc +/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/p +erl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib64/perl5/vendor +_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8. +8 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.8.8/x86_64-linux-thre +ad-multi /usr/lib/perl5/5.8.8 . /opt/rt4/lib /opt/lib/rt4 /opt/rt3/li +b /opt/lib/rt3 /opt/lib /usr/local/rt4/lib /usr/local/lib/rt4 /usr/lo +cal/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt4/lib /home/lib +/rt4 /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt4/lib /usr/lib/rt4 +/usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt4/lib /sw/lib/rt4 /sw/rt3/li +b /sw/lib/rt3 /sw/lib Path to directory containing your RT.pm: /usr/local/rt4/lib This happens for any perl module I try to compile for RT4. I'm giving the modules the exact location of the RT.pm just the way it is asking: [monitor03:/usr/local/rt4/etc] root% ls -l /usr/local/rt4/lib/RT.pm -rw-r--r-- 1 root bin 21802 Oct 13 2011 /usr/local/rt4/lib/RT.pm But for some reason the modules don't recognize this RT.pm even tho it seems like the logical choice. [monitor03:/usr/local/rt4/etc] root% locate RT.pm /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS/RR/ +CERT.pm /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS/RR/ +RT.pm /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/RT.pm /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS/R +R/CERT.pm /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS/R +R/RT.pm /usr/local/rt4/lib/RT.pm /usr/local/src/rt-4.0.2/lib/RT.pm Basically it just loops the same question 3 times and then quits. It's driving me daft! Can anyone help? [monitor03:~/RT-Crypt-SMIME-0.23] root% perl Makefile.PL Cannot determine perl version info from lib/RT/Crypt/SMIME.pm Cannot find the location of RT.pm that defines $RT::LocalPath in: inc /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 . /opt/rt4/lib /opt/lib/rt4 /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt4/lib /usr/local/lib/rt4 /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt4/lib /home/lib/rt4 /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt4/lib /usr/lib/rt4 /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt4/lib /sw/lib/rt4 /sw/rt3/lib /sw/lib/rt3 /sw/lib Path to directory containing your RT.pm: /usr/local/rt4/lib Cannot find the location of RT.pm that defines $RT::LocalPath in: inc /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 . /opt/rt4/lib /opt/lib/rt4 /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt4/lib /usr/local/lib/rt4 /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt4/lib /home/lib/rt4 /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt4/lib /usr/lib/rt4 /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt4/lib /sw/lib/rt4 /sw/rt3/lib /sw/lib/rt3 /sw/lib /usr/local/rt4/lib /usr/local/rt4/lib/rt3/lib /usr/local/rt4/lib/lib/rt3 /usr/local/rt4/lib/lib Path to directory containing your RT.pm: /usr/local/rt4/lib Cannot find the location of RT.pm that defines $RT::LocalPath in: inc /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 . /opt/rt4/lib /opt/lib/rt4 /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt4/lib /usr/local/lib/rt4 /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt4/lib /home/lib/rt4 /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt4/lib /usr/lib/rt4 /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt4/lib /sw/lib/rt4 /sw/rt3/lib /sw/lib/rt3 /sw/lib /usr/local/rt4/lib /usr/local/rt4/lib/rt3/lib /usr/local/rt4/lib/lib/rt3 /usr/local/rt4/lib/lib /usr/local/rt4/lib /usr/local/rt4/lib/rt3/lib /usr/local/rt4/lib/lib/rt3 /usr/local/rt4/lib/lib Path to directory containing your RT.pm: /usr/local/rt4/lib Cannot find the location of RT.pm that defines $RT::LocalPath in: inc /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 . /opt/rt4/lib /opt/lib/rt4 /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt4/lib /usr/local/lib/rt4 /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt4/lib /home/lib/rt4 /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt4/lib /usr/lib/rt4 /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt4/lib /sw/lib/rt4 /sw/rt3/lib /sw/lib/rt3 /sw/lib /usr/local/rt4/lib /usr/local/rt4/lib/rt3/lib /usr/local/rt4/lib/lib/rt3 /usr/local/rt4/lib/lib /usr/local/rt4/lib /usr/local/rt4/lib/rt3/lib /usr/local/rt4/lib/lib/rt3 /usr/local/rt4/lib/lib /usr/local/rt4/lib /usr/local/rt4/lib/rt3/lib /usr/local/rt4/lib/lib/rt3 /usr/local/rt4/lib/lib Caught an potential prompt infinite loop (inc/Module/Install/RTx.pm|52|Path to directory containing your RT.pm:) at inc/Module/Install/Makefile.pm line 25, line 3. Thanks Tim -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Jan 4 12:12:01 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 4 Jan 2013 12:12:01 -0500 Subject: [rt-users] Tickets in a Nice Print Format In-Reply-To: <50E6C989.7050207@coochey.net> References: <50E6C989.7050207@coochey.net> Message-ID: <20130104171201.GA50476@jibsheet.com> On Fri, Jan 04, 2013 at 12:22:33PM +0000, Giles Coochey wrote: > I would like to be able to Print or PDF tickets in a nice format. > > Is there a good way to do this? > > I currently print the ticket pages from a browser, but have various > rendering issues and, in short, it isn't all that pretty. > > I also notice that Reminders for tickets don't appear to be on the > print outs / PDFs. You forgot to mention your RT version. More recent versions ship with a print.css that provides a lot of improvements. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Jan 4 12:16:53 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 4 Jan 2013 12:16:53 -0500 Subject: [rt-users] can't compile RT CPAN modules In-Reply-To: References: Message-ID: <20130104171653.GB50476@jibsheet.com> On Fri, Jan 04, 2013 at 08:33:40AM -0500, Tim Dunphy wrote: > I find it perplexing that I cannot seem to compile ANY CPAN module relating to rt4. I've tried > many and have met with the same frustrations > Basically this is what occurs. > [monitor03:~/RT-Crypt-SMIME-0.23] root% perl Makefile.PL Cannot determine perl version info > from lib/RT/Crypt/SMIME.pm Cannot find the location of RT.pm that defines $RT::LocalPath in: While you can tell Makefile.PL explicitly where RT is with RTHOME=/usr/local/rt4 perl Makefile.PL, running that will only result in $ RTHOME=~/work/rt/4.0/ perl Makefile.PL ... RT-Crypt-SMIME only works on RT 3.6.x (you have 4.0.8-216-g0541182). Is there something I could have added to the README to make that clearer? There is not currently a public smime solution for RT 4.0. RT 4.2 will include a native solution that runs in parallel with the gnupg support. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From giles at coochey.net Fri Jan 4 13:03:53 2013 From: giles at coochey.net (Giles Coochey) Date: Fri, 04 Jan 2013 18:03:53 +0000 Subject: [rt-users] Tickets in a Nice Print Format In-Reply-To: <20130104171201.GA50476@jibsheet.com> References: <50E6C989.7050207@coochey.net> <20130104171201.GA50476@jibsheet.com> Message-ID: <50E71989.50708@coochey.net> On 04/01/2013 17:12, Kevin Falcone wrote: > On Fri, Jan 04, 2013 at 12:22:33PM +0000, Giles Coochey wrote: >> I would like to be able to Print or PDF tickets in a nice format. >> >> Is there a good way to do this? >> >> I currently print the ticket pages from a browser, but have various >> rendering issues and, in short, it isn't all that pretty. >> >> I also notice that Reminders for tickets don't appear to be on the >> print outs / PDFs. > You forgot to mention your RT version. More recent versions ship with > a print.css that provides a lot of improvements. > > -kevin 4.0.8 How precisely does that get used - is it automatic? -- Regards, Giles Coochey, CCNA, CCNAS NetSecSpec Ltd +44 (0) 7983 877438 http://www.coochey.net http://www.netsecspec.co.uk giles at coochey.net -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4968 bytes Desc: S/MIME Cryptographic Signature URL: From trs at bestpractical.com Fri Jan 4 13:27:08 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 04 Jan 2013 10:27:08 -0800 Subject: [rt-users] Tickets in a Nice Print Format In-Reply-To: <50E71989.50708@coochey.net> References: <50E6C989.7050207@coochey.net> <20130104171201.GA50476@jibsheet.com> <50E71989.50708@coochey.net> Message-ID: <50E71EFC.50208@bestpractical.com> On 01/04/2013 10:03 AM, Giles Coochey wrote: > How precisely does that get used - is it automatic? Yes, by your browser. Perhaps you could show us an example "printed" PDF. From hescobar at afslc.com Fri Jan 4 17:38:13 2013 From: hescobar at afslc.com (Hugo Escobar) Date: Fri, 4 Jan 2013 17:38:13 -0500 Subject: [rt-users] jquery version Message-ID: Hi there: I'm just curious about if/when is jquery going to be upgraded. I checked the latest rt release (rt-4.0.8) and it still uses jquery 1.4.2 It's been a while since that jquery version was first released ... Thanks -- Hugo Escobar [image: AFS_logo.png] Follow us on Facebook and Linked-In [image: facebook-24x24.png] [image: linkedin-24x24.png] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: linkedin-24x24.png Type: image/png Size: 875 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: facebook-24x24.png Type: image/png Size: 814 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: AFS_logo.png Type: image/png Size: 3183 bytes Desc: not available URL: From trs at bestpractical.com Fri Jan 4 17:42:24 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 04 Jan 2013 14:42:24 -0800 Subject: [rt-users] jquery version In-Reply-To: References: Message-ID: <50E75AD0.6020801@bestpractical.com> On 01/04/2013 02:38 PM, Hugo Escobar wrote: > I'm just curious about if/when is jquery going to be upgraded. I checked > the latest rt release (rt-4.0.8) and it still uses jquery 1.4.2 > > It's been a while since that jquery version was first released ... jQuery and related libraries will get updated with the next major release, RT 4.2. Doing a major jQuery upgrade in the middle of a stable release series (4.0) might break existing code out there. From teejabar at rocketmail.com Sun Jan 6 04:27:02 2013 From: teejabar at rocketmail.com (Yetomiwa Jabar) Date: Sun, 6 Jan 2013 09:27:02 +0000 (GMT) Subject: [rt-users] question Message-ID: <1357464422.13024.YahooMailClassic@web171204.mail.ir2.yahoo.com> Hi, please i just registered for rt users, where and how do i log in to paste my questions? -------------- next part -------------- An HTML attachment was scrubbed... URL: From teejabar at rocketmail.com Sun Jan 6 04:38:26 2013 From: teejabar at rocketmail.com (Yetomiwa Jabar) Date: Sun, 6 Jan 2013 09:38:26 +0000 (GMT) Subject: [rt-users] request Message-ID: <1357465106.75901.YahooMailClassic@web171201.mail.ir2.yahoo.com> Hello, PLease i have been trying to install request tracker on my ubuntu 12.04 since four weeks ago with no major headways, i have been stocked at different junctions.Now that i have been able to join rtusers, can any one give an a-z easy to follow installation guide to any rt version for ubuntu 12.04.i am a complete novice to ubuntu,and i am not a programmer.please any help is welcomed. Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Sun Jan 6 07:21:50 2013 From: ktm at rice.edu (ktm at rice.edu) Date: Sun, 6 Jan 2013 06:21:50 -0600 Subject: [rt-users] question In-Reply-To: <1357464422.13024.YahooMailClassic@web171204.mail.ir2.yahoo.com> References: <1357464422.13024.YahooMailClassic@web171204.mail.ir2.yahoo.com> Message-ID: <20130106122150.GF14743@aart.rice.edu> On Sun, Jan 06, 2013 at 09:27:02AM +0000, Yetomiwa Jabar wrote: > Hi, please i just registered for rt users, where and how do i log in to paste my questions? > > Welcome, You just asked your first question. :) You send a "text" Email to this address with your questions. Then someone may have feedback or ideas that may help you with your problem. Regards, Ken From ktm at rice.edu Sun Jan 6 07:24:25 2013 From: ktm at rice.edu (ktm at rice.edu) Date: Sun, 6 Jan 2013 06:24:25 -0600 Subject: [rt-users] request In-Reply-To: <1357465106.75901.YahooMailClassic@web171201.mail.ir2.yahoo.com> References: <1357465106.75901.YahooMailClassic@web171201.mail.ir2.yahoo.com> Message-ID: <20130106122425.GG14743@aart.rice.edu> On Sun, Jan 06, 2013 at 09:38:26AM +0000, Yetomiwa Jabar wrote: > Hello, > > PLease i have been trying to install request tracker on my ubuntu 12.04 since four weeks ago with no major headways, i have been stocked at different junctions.Now that i have been able to join rtusers, can any one give an a-z easy to follow installation guide to any rt version for ubuntu 12.04.i am a complete novice to ubuntu,and i am not a programmer.please any help is welcomed. > > Thanks Hi Yetomiwa, There is a README file in the distribution that describes the installation process. It is pretty straight-forward, but as a novice you may want to see it Ubuntu has a prepacked distribution of RT available. Regards, Ken From rainer at ultra-secure.de Sun Jan 6 10:30:23 2013 From: rainer at ultra-secure.de (Rainer Duffner) Date: Sun, 6 Jan 2013 16:30:23 +0100 Subject: [rt-users] request In-Reply-To: <1357465106.75901.YahooMailClassic@web171201.mail.ir2.yahoo.com> References: <1357465106.75901.YahooMailClassic@web171201.mail.ir2.yahoo.com> Message-ID: <20130106163023.4695f516@linux-wb36.example.org> Am Sun, 6 Jan 2013 09:38:26 +0000 (GMT) schrieb Yetomiwa Jabar : > Hello, > > PLease i have been trying to install request tracker on my ubuntu > 12.04 since four weeks ago with no major headways, i have been > stocked at different junctions.Now that i have been able to join > rtusers, can any one give an a-z easy to follow installation guide to > any rt version for ubuntu 12.04.i am a complete novice to ubuntu,and > i am not a programmer.please any help is welcomed. Hi, which OS are you familiar with? Being a novice to RT and to the underlying OS is not a good start... Rainer From cloos at netsandbox.de Sun Jan 6 12:31:59 2013 From: cloos at netsandbox.de (Christian Loos) Date: Sun, 06 Jan 2013 18:31:59 +0100 Subject: [rt-users] jquery version In-Reply-To: <50E75AD0.6020801@bestpractical.com> References: <50E75AD0.6020801@bestpractical.com> Message-ID: <50E9B50F.3040300@netsandbox.de> Am 04.01.2013 23:42, schrieb Thomas Sibley: > jQuery and related libraries will get updated with the next major > release, RT 4.2. It would be great if you also can add the translations for date and time picker. From kjcsb at xnet.co.nz Mon Jan 7 02:06:47 2013 From: kjcsb at xnet.co.nz (CB) Date: Mon, 7 Jan 2013 20:06:47 +1300 Subject: [rt-users] https redirects to http Message-ID: <035001cdeca5$8fa61e40$aef25ac0$@co.nz> RT 4.0.8 We have set up RT to be accessible over https: RT_SiteConfig.pm Set($WebPort, "443"); However when a ticket is resolved or updated, after the Update button is clicked the website goes to the http site. What configuration option am I missing? Have we set up lifecycles incorrectly? Any suggestions appreciated From nick.fennell at appliansys.com Mon Jan 7 05:21:48 2013 From: nick.fennell at appliansys.com (Nick Fennell) Date: Mon, 7 Jan 2013 10:21:48 +0000 Subject: [rt-users] On move to Support Notify Requestors In-Reply-To: References: , <20121227191851.GB64810@jibsheet.com>, , <50E20738.9060606@bestpractical.com> Message-ID: <9A1EA470-DC44-4F33-8217-4ACC304B140A@appliansys.com> Hi All, On RT 3.6.8 I had a scrip which notified requestors upon ticket move to a particular queue. We run a few queues here, initially all tickets land in Triage and they're then moved into queue Support once reviewed. The autoreply seems to have stopped working on RT4.0.8 when tickets are moved from Triage to Support. If I manually create a ticket within the queue directly, all works as it should. From reading 'rt.log', I fail to see see the scrip being called. Scrip setup: Description: On create auto reply Condition: On create Action: Autoreply to requestors Template: Autoreply-custom Stage: TransactionCreate Would anyone be able to suggest potential reasons for the issue? Many Thanks, 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 From martin.wheldon at greenhills-it.co.uk Mon Jan 7 07:15:16 2013 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Mon, 07 Jan 2013 12:15:16 +0000 Subject: [rt-users] https redirects to http In-Reply-To: <035001cdeca5$8fa61e40$aef25ac0$@co.nz> References: <035001cdeca5$8fa61e40$aef25ac0$@co.nz> Message-ID: Hi, You will need to have the webserver rewrite requests for http to https. Best Regards Martin Wheldon On 2013-01-07 07:06, CB wrote: > RT 4.0.8 > > We have set up RT to be accessible over https: > RT_SiteConfig.pm > > Set($WebPort, "443"); > > However when a ticket is resolved or updated, after the Update button > is > clicked the website goes to the http site. What configuration option > am I > missing? > > Have we set up lifecycles incorrectly? > > Any suggestions appreciated > > > !DSPAM:9,50ea6c4733238911212596! From bjoern.schulz at desy.de Mon Jan 7 08:20:40 2013 From: bjoern.schulz at desy.de (=?utf-8?Q?Bj=C3=B6rn?= Schulz) Date: Mon, 7 Jan 2013 14:20:40 +0100 (CET) Subject: [rt-users] On move to Support Notify Requestors In-Reply-To: <9A1EA470-DC44-4F33-8217-4ACC304B140A@appliansys.com> References: <20121227191851.GB64810@jibsheet.com> <50E20738.9060606@bestpractical.com> <9A1EA470-DC44-4F33-8217-4ACC304B140A@appliansys.com> Message-ID: <1116389676.186962.1357564840943.JavaMail.root@desy.de> Hi Nick, > Hi All, > > On RT 3.6.8 I had a scrip which notified requestors upon ticket move > to a particular queue. > > We run a few queues here, initially all tickets land in Triage and > they're then moved into queue Support once reviewed. > > The autoreply seems to have stopped working on RT4.0.8 when tickets > are moved from Triage to Support. If I manually create a ticket > within the queue directly, all works as it should. > > From reading 'rt.log', I fail to see see the scrip being called. > > Scrip setup: > > Description: On create auto reply > Condition: On create > Action: Autoreply to requestors > Template: Autoreply-custom > Stage: TransactionCreate > > Would anyone be able to suggest potential reasons for the issue? > > Many Thanks, > > Nick is "Condition: On Queue change" right for you. Cheers, Bj?rn From nlayne at telebarbados.com Mon Jan 7 10:02:32 2013 From: nlayne at telebarbados.com (=?iso-8859-1?Q?Nic=F4le_Layne-Balram?=) Date: Mon, 7 Jan 2013 15:02:32 +0000 Subject: [rt-users] Procmail working, but not putting tickets in queues Message-ID: <78190160D776F9449B12393A7FBB07D78B8A90AE@Exchange01.telebarbados.com> I currently have user rt catching all mail for the domain and procmail running on all incoming mail. I recently had to change the domain name, and I can see from the logs that procmail is functioning as expected, and calculating the correct queues, but it looks like the task is being overwritten before it has a chance to perform that last task, see logs: procmail: Assigning "LASTFOLDER=/usr/bin/perl /opt/rt4/bin/rt-mailgate --queue installation --action correspond --url http://rt.telebarbados.com/" but then I get this after: procmail: Locking "/var/mail/rt.lock" procmail: Assigning "LASTFOLDER=/var/mail/rt" procmail: Opening "/var/mail/rt" procmail: Acquiring kernel-lock procmail: Unlocking "/var/mail/rt.lock" procmail: Notified comsat: "rt at 750719692:/var/mail/rt" >From nlayne at telebarbados.com Mon Jan 7 00:09:45 2013 Subject: Test to upgraded RT Folder: /var/mail/rt 9459 I think that the second procmail: Assigning "LASTFOLDER=/var/mail/rt" is overwriting the first procmail: Assigning "LASTFOLDER=/usr/bin/perl /opt/rt4/bin/rt-mailgate... but cannot see why. Here's my procmail code (which runs through successfully): #Preliminaries SHELL=/bin/sh #Use the Bourne shell (check your path!) MAILDIR="/var/mail/rt" LOGFILE="/home/rt/proc.log" LOG="--- Logging ${LOGFILE} for ${LOGNAME}, " VERBOSE=yes MAILDOMAIN="rt.telebarbados.com" #Made no changes to the default rt-mailgate file RT_MAILGATE="/opt/rt4/bin/rt-mailgate" RT_URL=" http://rt.telebarbados.com/" LOGABSTRACT=all # the following line extracts the recipient from Received-headers. # Simply using the To: does not work, as tickets are often created # by sending a CC/BCC to RT TO=`formail -c -xReceived: |grep $MAILDOMAIN |sed -e 's/.*for *<*\(.*\)* *;.*$/\1/'` QUEUE=`echo $TO| $HOME/get_queue.pl` ACTION=`echo $TO| $HOME/get_action.pl` :0 h b w |/usr/bin/perl $RT_MAILGATE --queue $QUEUE --action $ACTION --url $RT_URL Kind regards, Nic?le ? From nlayne at telebarbados.com Mon Jan 7 10:27:54 2013 From: nlayne at telebarbados.com (=?iso-8859-1?Q?Nic=F4le_Layne-Balram?=) Date: Mon, 7 Jan 2013 15:27:54 +0000 Subject: [rt-users] Procmail working, but not putting tickets in queues In-Reply-To: <78190160D776F9449B12393A7FBB07D78B8A90AE@Exchange01.telebarbados.com> References: <78190160D776F9449B12393A7FBB07D78B8A90AE@Exchange01.telebarbados.com> Message-ID: <78190160D776F9449B12393A7FBB07D78B8A9192@Exchange01.telebarbados.com> Got it working. It was due to an incorrect host file, so it couldn't fine the RT_URL. Kind regards, Nic?le -----Original Message----- From: Nic?le Layne-Balram Sent: Monday, January 07, 2013 11:03 AM To: 'rt-users at lists.bestpractical.com' Subject: Procmail working, but not putting tickets in queues I currently have user rt catching all mail for the domain and procmail running on all incoming mail. I recently had to change the domain name, and I can see from the logs that procmail is functioning as expected, and calculating the correct queues, but it looks like the task is being overwritten before it has a chance to perform that last task, see logs: procmail: Assigning "LASTFOLDER=/usr/bin/perl /opt/rt4/bin/rt-mailgate --queue installation --action correspond --url http://rt.telebarbados.com/" but then I get this after: procmail: Locking "/var/mail/rt.lock" procmail: Assigning "LASTFOLDER=/var/mail/rt" procmail: Opening "/var/mail/rt" procmail: Acquiring kernel-lock procmail: Unlocking "/var/mail/rt.lock" procmail: Notified comsat: "rt at 750719692:/var/mail/rt" >From nlayne at telebarbados.com Mon Jan 7 00:09:45 2013 Subject: Test to upgraded RT Folder: /var/mail/rt 9459 I think that the second procmail: Assigning "LASTFOLDER=/var/mail/rt" is overwriting the first procmail: Assigning "LASTFOLDER=/usr/bin/perl /opt/rt4/bin/rt-mailgate... but cannot see why. Here's my procmail code (which runs through successfully): #Preliminaries SHELL=/bin/sh #Use the Bourne shell (check your path!) MAILDIR="/var/mail/rt" LOGFILE="/home/rt/proc.log" LOG="--- Logging ${LOGFILE} for ${LOGNAME}, " VERBOSE=yes MAILDOMAIN="rt.telebarbados.com" #Made no changes to the default rt-mailgate file RT_MAILGATE="/opt/rt4/bin/rt-mailgate" RT_URL=" http://rt.telebarbados.com/" LOGABSTRACT=all # the following line extracts the recipient from Received-headers. # Simply using the To: does not work, as tickets are often created # by sending a CC/BCC to RT TO=`formail -c -xReceived: |grep $MAILDOMAIN |sed -e 's/.*for *<*\(.*\)* *;.*$/\1/'` QUEUE=`echo $TO| $HOME/get_queue.pl` ACTION=`echo $TO| $HOME/get_action.pl` :0 h b w |/usr/bin/perl $RT_MAILGATE --queue $QUEUE --action $ACTION --url $RT_URL Kind regards, Nic?le ? From jkperla at ucdavis.edu Mon Jan 7 11:01:59 2013 From: jkperla at ucdavis.edu (Jourdan Perla) Date: Mon, 7 Jan 2013 16:01:59 +0000 Subject: [rt-users] request In-Reply-To: <1357465106.75901.YahooMailClassic@web171201.mail.ir2.yahoo.com> References: <1357465106.75901.YahooMailClassic@web171201.mail.ir2.yahoo.com> Message-ID: There is a prepackaged version for Ubuntu on the repository, but it's a pain to upgrade. You're an Ubuntu novice? Any other preferred *nix os? (If you're running it under a Windows VM, I'd suggest CentOS instead.) There are some instructions for doing a fresh install under Ubuntu (and others) on the wiki. http://requesttracker.wikia.com/wiki/InstallationGuides With all the different setups out there, there is no one true a-z install guide that will work for everybody. Just read a few and try it out. Jourdan Perla University of California, Davis ________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] on behalf of Yetomiwa Jabar [teejabar at rocketmail.com] Sent: Sunday, January 06, 2013 01:38 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] request Hello, PLease i have been trying to install request tracker on my ubuntu 12.04 since four weeks ago with no major headways, i have been stocked at different junctions.Now that i have been able to join rtusers, can any one give an a-z easy to follow installation guide to any rt version for ubuntu 12.04.i am a complete novice to ubuntu,and i am not a programmer.please any help is welcomed. Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From nick.fennell at appliansys.com Mon Jan 7 11:40:39 2013 From: nick.fennell at appliansys.com (Nick Fennell) Date: Mon, 7 Jan 2013 16:40:39 +0000 Subject: [rt-users] On move to Support Notify Requestors In-Reply-To: <1116389676.186962.1357564840943.JavaMail.root@desy.de> References: <20121227191851.GB64810@jibsheet.com> <50E20738.9060606@bestpractical.com> <9A1EA470-DC44-4F33-8217-4ACC304B140A@appliansys.com> <1116389676.186962.1357564840943.JavaMail.root@desy.de> Message-ID: Hi Bj?rn. I had considered that although, we're sometimes required to move tickets from Queue: Support to queue: RMA and vice-versa. Having 'On queue change' would result in auto-replies being sent whenever tickets are moved into the Support queue. Is there a Custom Condition I can apply so that the scrip is only effective when source queue = Triage? Many Thanks, 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 Jan 2013, at 13:20, Bj?rn Schulz wrote: > Hi Nick, > > >> Hi All, >> >> On RT 3.6.8 I had a scrip which notified requestors upon ticket move >> to a particular queue. >> >> We run a few queues here, initially all tickets land in Triage and >> they're then moved into queue Support once reviewed. >> >> The autoreply seems to have stopped working on RT4.0.8 when tickets >> are moved from Triage to Support. If I manually create a ticket >> within the queue directly, all works as it should. >> >> From reading 'rt.log', I fail to see see the scrip being called. >> >> Scrip setup: >> >> Description: On create auto reply >> Condition: On create >> Action: Autoreply to requestors >> Template: Autoreply-custom >> Stage: TransactionCreate >> >> Would anyone be able to suggest potential reasons for the issue? >> >> Many Thanks, >> >> Nick > > is "Condition: On Queue change" right for you. > > Cheers, > > Bj?rn From falcone at bestpractical.com Mon Jan 7 13:18:16 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 7 Jan 2013 13:18:16 -0500 Subject: [rt-users] https redirects to http In-Reply-To: <035001cdeca5$8fa61e40$aef25ac0$@co.nz> References: <035001cdeca5$8fa61e40$aef25ac0$@co.nz> Message-ID: <20130107181816.GC50476@jibsheet.com> On Mon, Jan 07, 2013 at 08:06:47PM +1300, CB wrote: > RT 4.0.8 > > We have set up RT to be accessible over https: > RT_SiteConfig.pm > > Set($WebPort, "443"); > > However when a ticket is resolved or updated, after the Update button is > clicked the website goes to the http site. What configuration option am I > missing? > > Have we set up lifecycles incorrectly? This doesn't have anything to do with lifecycles. I assume you've set one of the other $Web* variables incorrectly. Check that you haven't set WebURL or WebBaseURL rather than setting WebDomain and WebPort. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From trs at bestpractical.com Mon Jan 7 14:45:41 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 07 Jan 2013 11:45:41 -0800 Subject: [rt-users] jquery version In-Reply-To: <50E9B50F.3040300@netsandbox.de> References: <50E75AD0.6020801@bestpractical.com> <50E9B50F.3040300@netsandbox.de> Message-ID: <50EB25E5.7060106@bestpractical.com> On 01/06/2013 09:31 AM, Christian Loos wrote: > Am 04.01.2013 23:42, schrieb Thomas Sibley: >> jQuery and related libraries will get updated with the next major >> release, RT 4.2. > > It would be great if you also can add the translations for date and time > picker. The JS translations? That's a good point. Create a ticket for it and link to 4.2.0? From brennanma at gmail.com Mon Jan 7 17:24:20 2013 From: brennanma at gmail.com (Matt Brennan) Date: Mon, 7 Jan 2013 17:24:20 -0500 Subject: [rt-users] Suppress Scrip If Actor is RT System Itself Message-ID: Good day, I have been trying to figure this one out for the last couple hours. User creates a ticket in queue A. I then have a scrip set up to automatically create a child ticket in a queue B if certain custom field values are set. The child ticket ends up being created by "The RT System Itself," which is mostly fine. Subsequently, depending on certain values, a second child ticket may be created. With the creation of all three, each is sending an autoreply (as it should be, since a ticket created in queue B by itself should). The issue is, I don't want the user to get three auto replies if RT creates child tickets. I tried added this to the beginning of my "On Create Autoreply To Requestors" scrip (condition was set to user defined): return 0 if ( $self->TransactionObj->CreatorObj->PrincipalObj eq $RT::SystemUser ); Any help is appreciated. The multiple autoreplies are currently blocking me from going live with this configuration change. Thanks, Matt From falcone at bestpractical.com Mon Jan 7 17:52:05 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 7 Jan 2013 17:52:05 -0500 Subject: [rt-users] Suppress Scrip If Actor is RT System Itself In-Reply-To: References: Message-ID: <20130107225205.GD50476@jibsheet.com> On Mon, Jan 07, 2013 at 05:24:20PM -0500, Matt Brennan wrote: > I tried added this to the beginning of my "On Create Autoreply To > Requestors" scrip (condition was set to user defined): Since you've made this User Defined, you'll need to handle the check if it was a Create manually in your code also. > return 0 if ( $self->TransactionObj->CreatorObj->PrincipalObj eq > $RT::SystemUser ); This stringifies PrincipalObj and compares it to the stringification of $RT::SystemUser which isn't going to work. You want to compare both ->Id using numberic comparison (== not eq) -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Jan 7 17:53:06 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 7 Jan 2013 17:53:06 -0500 Subject: [rt-users] On move to Support Notify Requestors In-Reply-To: References: <9A1EA470-DC44-4F33-8217-4ACC304B140A@appliansys.com> <1116389676.186962.1357564840943.JavaMail.root@desy.de> Message-ID: <20130107225306.GE50476@jibsheet.com> On Mon, Jan 07, 2013 at 04:40:39PM +0000, Nick Fennell wrote: > I had considered that although, we're sometimes required to move tickets from Queue: Support to queue: RMA and vice-versa. > Having 'On queue change' would result in auto-replies being sent whenever tickets are moved into the Support queue. > Is there a Custom Condition I can apply so that the scrip is only effective when source queue = Triage? You need to make a User Defined condition that includes the 1 line of code from QueueChange.pm along with a simple check that OldValue was the old Queue's id. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From xbarnada at gmail.com Tue Jan 8 04:48:26 2013 From: xbarnada at gmail.com (Xavier Barnada) Date: Tue, 8 Jan 2013 10:48:26 +0100 Subject: [rt-users] Unprivileged users can't view own open/closed tickets Message-ID: Hi list, I'm adding a unprivileged user on RT and it can't view the own open/closed tickets. This user is in a group, and this group is on a queue. This is the configuration of the permissions: Queue: Group Rights: -Create tickets -View custom field values -View ticket summaries Rights for Staff: -Own tickets Rights for Administrators: None Group: Rights for Staff: -View group -View group dashboards -View saved searches Rights for Adminstrators: -Create modify and delete saved searches I searched the wiki and have not found any solution I'm doing something wrong or it's a bug? Best regards Xavier Barnada Rius From cloos at netcologne.de Tue Jan 8 06:17:29 2013 From: cloos at netcologne.de (Christian Loos) Date: Tue, 08 Jan 2013 12:17:29 +0100 Subject: [rt-users] jquery version In-Reply-To: <50EB25E5.7060106@bestpractical.com> References: <50E75AD0.6020801@bestpractical.com> <50E9B50F.3040300@netsandbox.de> <50EB25E5.7060106@bestpractical.com> Message-ID: <50EC0049.10404@netcologne.de> Am 07.01.2013 20:45, schrieb Thomas Sibley: > The JS translations? That's a good point. Create a ticket for it and > link to 4.2.0? I created ticket http://issues.bestpractical.com/Ticket/Display.html?id=22133 Can you please link it to 4.2 From eobrien at BioReference.com Tue Jan 8 10:32:54 2013 From: eobrien at BioReference.com (Eric O'Brien) Date: Tue, 8 Jan 2013 15:32:54 +0000 Subject: [rt-users] Set Default Update Type Message-ID: I am trying to change the default update type for Resolve from Comment to Respond. I did a search for the string: grep -r "Update.html?Action=Comment" /opt/rt4/ And it exists in: /opt/rt4/share/html/Search/Elements/BuildFormatString: but when I change it in that file to the new value (from Comment to Respond) it does not reflect the update. I tried to clear the mason cache as well as reboot. Does anyone have a little more insight on this? Thanks. -- Eric O'Brien System Administrator BioReference Laboratories, Inc. Phone: 201-791-2600 x 8310 Cell: 551-486-8925 Email: eobrien at bioreference.com The information transmitted in this email and any of its attachments is intended only for the person or entity to which it is addressed and may contain BioReference Laboratories proprietary information, which is privileged, confidential, or subject to copyright belonging to BioReference Laboratories. 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 and may be unlawful. If you received this in error, please contact the sender immediately and delete and destroy the communication and all of the attachments you have received and all copies thereof. From falcone at bestpractical.com Tue Jan 8 11:06:33 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 8 Jan 2013 11:06:33 -0500 Subject: [rt-users] Set Default Update Type In-Reply-To: References: Message-ID: <20130108160633.GF50476@jibsheet.com> On Tue, Jan 08, 2013 at 03:32:54PM +0000, Eric O'Brien wrote: > I am trying to change the default update type for Resolve from Comment to Respond. I did a search for the string: > > grep -r "Update.html?Action=Comment" /opt/rt4/ > > And it exists in: > > /opt/rt4/share/html/Search/Elements/BuildFormatString: > > but when I change it in that file to the new value (from Comment to > Respond) it does not reflect the update. I tried to clear the mason > cache as well as reboot. Does anyone have a little more insight on > this? Thanks. That string only affects search formats. You should revert your change and read about Lifecycles which allow you to change the target of a link in the Actions dropdown and to add more links. http://bestpractical.com/rt/docs/latest/RT_Config.html#Labeling-and-defining-actions -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jan 8 11:08:48 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 8 Jan 2013 11:08:48 -0500 Subject: [rt-users] Unprivileged users can't view own open/closed tickets In-Reply-To: References: Message-ID: <20130108160848.GG50476@jibsheet.com> On Tue, Jan 08, 2013 at 10:48:26AM +0100, Xavier Barnada wrote: > I'm adding a unprivileged user on RT and it can't view the own > open/closed tickets. > > This user is in a group, and this group is on a queue. The SelfService interface only finds tickets where the logged in user is a watcher (requestor, cc, etc). So even though they have Show Ticket on the Queue, they still need to be affiliated with the ticket to see it. Traditionally this is done by giving Requestors ShowTicket (and probably granting it to Ccs also). -kevin > This is the configuration of the permissions: > > Queue: > Group Rights: > -Create tickets > -View custom field values > -View ticket summaries > > Rights for Staff: > -Own tickets > > Rights for Administrators: > None > Group: > Rights for Staff: > -View group > -View group dashboards > -View saved searches > > Rights for Adminstrators: > -Create modify and delete saved searches -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From kjcsb at xnet.co.nz Tue Jan 8 11:28:05 2013 From: kjcsb at xnet.co.nz (CB) Date: Wed, 9 Jan 2013 05:28:05 +1300 Subject: [rt-users] https redirects to http In-Reply-To: <20130107181816.GC50476@jibsheet.com> References: <035001cdeca5$8fa61e40$aef25ac0$@co.nz> <20130107181816.GC50476@jibsheet.com> Message-ID: <043001cdedbd$22ec5d50$68c517f0$@co.nz> > > RT 4.0.8 > > > > We have set up RT to be accessible over https: > > RT_SiteConfig.pm > > > > Set($WebPort, "443"); > > > > However when a ticket is resolved or updated, after the Update button > > is clicked the website goes to the http site. What configuration > > option am I missing? > > > > Have we set up lifecycles incorrectly? > > This doesn't have anything to do with lifecycles. > I assume you've set one of the other $Web* variables incorrectly. > Check that you haven't set WebURL or WebBaseURL rather than setting > WebDomain and WebPort. > Nothing obviously wrong that I can see: Set($rtname, "domain.com"); Set($WebDomain, "support.domain.com"); Set($WebPort, "443"); Set($Organization, "domain.com"); Set($OwnerEmail, "root"); Set($WebImagesURL, RT->Config->Get('WebPath') . "/NoAuth/images/"); Set($LogoURL, RT->Config->Get('WebImagesURL') . "bpslogo.png"); Set($LogoLinkURL, "http://www.domain.com"); Set($LogoAltText, "Domain Ltd logo"); Set($LogoImageHeight, 38); Set($LogoImageWidth, 181); Set($DefaultSummaryRows, 10); Set(%FullTextSearch, Enable => 1, Indexed => 0, ); From eobrien at BioReference.com Tue Jan 8 11:33:59 2013 From: eobrien at BioReference.com (Eric O'Brien) Date: Tue, 8 Jan 2013 16:33:59 +0000 Subject: [rt-users] Set Default Update Type In-Reply-To: <20130108160633.GF50476@jibsheet.com> References: <20130108160633.GF50476@jibsheet.com> Message-ID: <81E5BAC4-C72E-496A-9A7F-EE8BA8786A5B@bioreference.com> Thanks, that worked out. This article gave a little more insight as well, http://requesttracker.wikia.com/wiki/CustomStatusesInRt4. -- Eric O'Brien System Administrator BioReference Laboratories, Inc. Phone: 201-791-2600 x 8310 Cell: 551-486-8925 Email: eobrien at bioreference.com On Jan 8, 2013, at 11:06 AM, Kevin Falcone > wrote: On Tue, Jan 08, 2013 at 03:32:54PM +0000, Eric O'Brien wrote: I am trying to change the default update type for Resolve from Comment to Respond. I did a search for the string: grep -r "Update.html?Action=Comment" /opt/rt4/ And it exists in: /opt/rt4/share/html/Search/Elements/BuildFormatString: but when I change it in that file to the new value (from Comment to Respond) it does not reflect the update. I tried to clear the mason cache as well as reboot. Does anyone have a little more insight on this? Thanks. That string only affects search formats. You should revert your change and read about Lifecycles which allow you to change the target of a link in the Actions dropdown and to add more links. http://bestpractical.com/rt/docs/latest/RT_Config.html#Labeling-and-defining-actions -kevin The information transmitted in this email and any of its attachments is intended only for the person or entity to which it is addressed and may contain BioReference Laboratories proprietary information, which is privileged, confidential, or subject to copyright belonging to BioReference Laboratories. 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 and may be unlawful. If you received this in error, please contact the sender immediately and delete and destroy the communication and all of the attachments you have received and all copies thereof. From brennanma at gmail.com Tue Jan 8 13:04:29 2013 From: brennanma at gmail.com (Matt Brennan) Date: Tue, 8 Jan 2013 13:04:29 -0500 Subject: [rt-users] Require Custom Field for Status Change? In-Reply-To: <509809C4.5070606@bestpractical.com> References: <4377A360F69D024197AF65862DEBCC051FE6F532@EXCH-MBOX-2.exch.ucr.edu> <509809C4.5070606@bestpractical.com> Message-ID: Hey Thomas, Just wondering if there was any update / ETA on this extension. It would help me resolve an issue I'm having right now. Thanks, Matt On Mon, Nov 5, 2012 at 1:47 PM, Thomas Sibley wrote: > On 11/05/2012 08:56 AM, Mike Kennedy wrote: >> Does anyone have a suggestion about how I might go about requiring >> some set of custom fields to be filled before a status change can >> happen? We have a queue that I have on a custom lifecycle. In order >> to allow a transition from one status "user testing" to "resolved", I >> want to require that two custom fields are filled out. > > There's actually an extension we've written to do this > (RT-Extension-MandatoryOnTransition), which is currently getting > polished. It should be released soon, if you can wait. > -------- > We're hiring! http://bestpractical.com/jobs From nick.fennell at appliansys.com Tue Jan 8 13:08:55 2013 From: nick.fennell at appliansys.com (Nick Fennell) Date: Tue, 8 Jan 2013 18:08:55 +0000 Subject: [rt-users] On move to Support Notify Requestors In-Reply-To: <20130107225306.GE50476@jibsheet.com> References: <9A1EA470-DC44-4F33-8217-4ACC304B140A@appliansys.com> <1116389676.186962.1357564840943.JavaMail.root@desy.de> <20130107225306.GE50476@jibsheet.com> Message-ID: <5AB9CB0C-6290-48AA-84EC-FB01C791C9E4@appliansys.com> Hey Kevin/All. I've been trying with; return 0 unless $self->TransactionObj->Type eq "Set"; return 0 unless $self->TransactionObj->Field eq "Queue"; return 0 unless $self->TransactionObj->OldValue eq 'QueueName'; but not having much luck. Anyone able to advise further? Thanks, 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 Jan 2013, at 22:53, Kevin Falcone wrote: > On Mon, Jan 07, 2013 at 04:40:39PM +0000, Nick Fennell wrote: >> I had considered that although, we're sometimes required to move tickets from Queue: Support to queue: RMA and vice-versa. >> Having 'On queue change' would result in auto-replies being sent whenever tickets are moved into the Support queue. >> Is there a Custom Condition I can apply so that the scrip is only effective when source queue = Triage? > > You need to make a User Defined condition that includes the 1 line of > code from QueueChange.pm along with a simple check that OldValue was > the old Queue's id. > > -kevin From tjg at soe.ucsc.edu Tue Jan 8 13:11:49 2013 From: tjg at soe.ucsc.edu (Tim Gustafson) Date: Tue, 8 Jan 2013 10:11:49 -0800 Subject: [rt-users] Searching Ticket Bodies Message-ID: Is there any way to search the bodies of tickets, replies and comments? In the advanced search editor I don't see those columns listed in any of the search parameters. -- Tim Gustafson tjg at soe.ucsc.edu 831-459-5354 Baskin Engineering, Room 313A From teejabar at rocketmail.com Tue Jan 8 13:19:14 2013 From: teejabar at rocketmail.com (Yetomiwa Jabar) Date: Tue, 8 Jan 2013 18:19:14 +0000 (GMT) Subject: [rt-users] Urgent Message-ID: <1357669154.30721.YahooMailClassic@web171204.mail.ir2.yahoo.com> Tanks for your earlier and prompt reply. I have started a clean installation of request tracker, but got stucked at Apache 2 config.I had run: /etc/apache2/apache2.conf, I appended ServerName tracker I saved and run the command nano /etc/apache2/sites-availabe/default I added this two lines just before Include /etc/request-tracker3.8/apache2-modperl2.conf RedirectMatch ^/$/rt I? save the file and run a2enmod rewrite; service apache2 restart but i kept getting the reply Module rewrite already enabled, Restarting web server apache2 Action 'start'failed. The Apache error log may have more information. PLease, a quick response will be well appreciated -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Jan 8 13:49:36 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 08 Jan 2013 10:49:36 -0800 Subject: [rt-users] On move to Support Notify Requestors In-Reply-To: <5AB9CB0C-6290-48AA-84EC-FB01C791C9E4@appliansys.com> References: <9A1EA470-DC44-4F33-8217-4ACC304B140A@appliansys.com> <1116389676.186962.1357564840943.JavaMail.root@desy.de> <20130107225306.GE50476@jibsheet.com> <5AB9CB0C-6290-48AA-84EC-FB01C791C9E4@appliansys.com> Message-ID: <50EC6A40.5040707@bestpractical.com> On 01/08/2013 10:08 AM, Nick Fennell wrote: > Hey Kevin/All. > > I've been trying with; > > return 0 unless $self->TransactionObj->Type eq "Set"; > return 0 unless $self->TransactionObj->Field eq "Queue"; > return 0 unless $self->TransactionObj->OldValue eq 'QueueName'; > > but not having much luck. > > Anyone able to advise further? You need to return 1 at some point. The condition doesn't default to true. From trs at bestpractical.com Tue Jan 8 13:53:41 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 08 Jan 2013 10:53:41 -0800 Subject: [rt-users] Searching Ticket Bodies In-Reply-To: References: Message-ID: <50EC6B35.9030702@bestpractical.com> On 01/08/2013 10:11 AM, Tim Gustafson wrote: > Is there any way to search the bodies of tickets, replies and > comments? In the advanced search editor I don't see those columns > listed in any of the search parameters. http://bestpractical.com/rt/docs/latest/RT_Config.html#FullTextSearch http://bestpractical.com/rt/docs/latest/full_text_indexing.html These are also shipped with RT itself as doc in etc/RT_Config.pm and docs/full_text_indexing.pod. From trs at bestpractical.com Tue Jan 8 13:55:45 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 08 Jan 2013 10:55:45 -0800 Subject: [rt-users] jquery version In-Reply-To: <50EC0049.10404@netcologne.de> References: <50E75AD0.6020801@bestpractical.com> <50E9B50F.3040300@netsandbox.de> <50EB25E5.7060106@bestpractical.com> <50EC0049.10404@netcologne.de> Message-ID: <50EC6BB1.50104@bestpractical.com> On 01/08/2013 03:17 AM, Christian Loos wrote: > Am 07.01.2013 20:45, schrieb Thomas Sibley: >> The JS translations? That's a good point. Create a ticket for it and >> link to 4.2.0? > > I created ticket > http://issues.bestpractical.com/Ticket/Display.html?id=22133 > > Can you please link it to 4.2 Thanks; it's linked now. From tjg at soe.ucsc.edu Tue Jan 8 14:03:46 2013 From: tjg at soe.ucsc.edu (Tim Gustafson) Date: Tue, 8 Jan 2013 11:03:46 -0800 Subject: [rt-users] Users Can't Edit Dashboard Widgets Message-ID: When my users click the "Edit" link at the top-right of their RT home page widgets, and then change their options, and click "Save", they see: No permission to set preferences But I can't find a permission that seems to map to this action. What permission do users need to have in order to customize their RT home page? -- Tim Gustafson tjg at soe.ucsc.edu 831-459-5354 Baskin Engineering, Room 313A From tjg at soe.ucsc.edu Tue Jan 8 14:08:20 2013 From: tjg at soe.ucsc.edu (Tim Gustafson) Date: Tue, 8 Jan 2013 11:08:20 -0800 Subject: [rt-users] Searching Ticket Bodies In-Reply-To: <50EC6B35.9030702@bestpractical.com> References: <50EC6B35.9030702@bestpractical.com> Message-ID: > http://bestpractical.com/rt/docs/latest/RT_Config.html#FullTextSearch > http://bestpractical.com/rt/docs/latest/full_text_indexing.html > > These are also shipped with RT itself as doc in etc/RT_Config.pm and > docs/full_text_indexing.pod. Hrmm, I remember now. That documentation states: "MySQL does not support full-text indexing natively." Which is untrue. MySQL does indeed have full-text indexing, and the most recent version has full-text indexing with InnoDB tables. Is there any hope for taking advantage of the FTS built-in to MySQL? My MySQL server does a *lot* more than just RT, and re-compiling the whole thing with an add-on that gets used by exactly one database (out of, let's say, 400 databases) seems sub-optimal. -- Tim Gustafson tjg at soe.ucsc.edu 831-459-5354 Baskin Engineering, Room 313A From ktm at rice.edu Tue Jan 8 14:21:29 2013 From: ktm at rice.edu (ktm at rice.edu) Date: Tue, 8 Jan 2013 13:21:29 -0600 Subject: [rt-users] Searching Ticket Bodies In-Reply-To: References: <50EC6B35.9030702@bestpractical.com> Message-ID: <20130108192129.GI8936@aart.rice.edu> On Tue, Jan 08, 2013 at 11:08:20AM -0800, Tim Gustafson wrote: > > http://bestpractical.com/rt/docs/latest/RT_Config.html#FullTextSearch > > http://bestpractical.com/rt/docs/latest/full_text_indexing.html > > > > These are also shipped with RT itself as doc in etc/RT_Config.pm and > > docs/full_text_indexing.pod. > > Hrmm, I remember now. That documentation states: > > "MySQL does not support full-text indexing natively." > > Which is untrue. MySQL does indeed have full-text indexing, and the > most recent version has full-text indexing with InnoDB tables. Is > there any hope for taking advantage of the FTS built-in to MySQL? My > MySQL server does a *lot* more than just RT, and re-compiling the > whole thing with an add-on that gets used by exactly one database (out > of, let's say, 400 databases) seems sub-optimal. > > -- > > Tim Gustafson > tjg at soe.ucsc.edu > 831-459-5354 > Baskin Engineering, Room 313A > Hi Tim, Per the web site www.mysql.com, the version of MySQL with native InnoDB support is not yet released. (5.6) Once it is released, it would be possible to include support for it. Until that happens, your options are to compile a new build with the needed functionality, use a different version for RT, or use a different DB entirely. PostgreSQL and Oracle both support it natively currently. Regards, Ken From trs at bestpractical.com Tue Jan 8 14:42:20 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 08 Jan 2013 11:42:20 -0800 Subject: [rt-users] Users Can't Edit Dashboard Widgets In-Reply-To: References: Message-ID: <50EC769C.7090706@bestpractical.com> On 01/08/2013 11:03 AM, Tim Gustafson wrote: > When my users click the "Edit" link at the top-right of their RT home > page widgets, and then change their options, and click "Save", they > see: > > No permission to set preferences > > But I can't find a permission that seems to map to this action. What > permission do users need to have in order to customize their RT home > page? ModifySelf From trs at bestpractical.com Tue Jan 8 14:54:02 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 08 Jan 2013 11:54:02 -0800 Subject: [rt-users] Searching Ticket Bodies In-Reply-To: References: <50EC6B35.9030702@bestpractical.com> Message-ID: <50EC795A.2060207@bestpractical.com> On 01/08/2013 11:08 AM, Tim Gustafson wrote: > Hrmm, I remember now. That documentation states: > > "MySQL does not support full-text indexing natively." > > Which is untrue. MySQL does indeed have full-text indexing, and the > most recent version has full-text indexing with InnoDB tables. Is > there any hope for taking advantage of the FTS built-in to MySQL? My > MySQL server does a *lot* more than just RT, and re-compiling the > whole thing with an add-on that gets used by exactly one database (out > of, let's say, 400 databases) seems sub-optimal. As Ken noted in his reply, MySQL 5.6 with InnoDB FTS hasn't reached a non-developer release yet (what they call general availability, GA). Additionally, the initial FTS support in 5.6 doesn't look promising for a quick turnaround to get it supported in RT. Two technical hurdles: 1) There is no native support for stemming in the DB, which is quite important for content searches. This means RT would need to do its own stemming as a preprocessing step before handing the query to MySQL. Pg, Oracle, and Sphinx support this natively. 2) Only TEXT columns may be FTS indexed; on MySQL, the Attachments.Content column is currently a BLOB since it is also used to store binary data. Additionally, partial full text indexes aren't supported, so binary and textual content will have to be entirely split, not just encoded as under Pg. As an incredibly large upgrade step of some sort or another, RT is probably going to need to make schema changes to the Attachments table. This is the largest table in big installs by orders of magnitude, so executing the schema changes as correctly and efficiently as possibly is key. It will take significant engineering and testing effort. All this is to say, "Don't hold your breath." :) Ken lists a number of alternatives, such as isolating a MySQL instance with Sphinx from your primary MySQL instance. From ruz at bestpractical.com Tue Jan 8 16:59:04 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 9 Jan 2013 01:59:04 +0400 Subject: [rt-users] https redirects to http In-Reply-To: <043001cdedbd$22ec5d50$68c517f0$@co.nz> References: <035001cdeca5$8fa61e40$aef25ac0$@co.nz> <20130107181816.GC50476@jibsheet.com> <043001cdedbd$22ec5d50$68c517f0$@co.nz> Message-ID: On Tue, Jan 8, 2013 at 8:28 PM, CB wrote: >> > RT 4.0.8 >> > >> > We have set up RT to be accessible over https: >> > RT_SiteConfig.pm >> > >> > Set($WebPort, "443"); >> > >> > However when a ticket is resolved or updated, after the Update button >> > is clicked the website goes to the http site. What configuration >> > option am I missing? >> > >> > Have we set up lifecycles incorrectly? >> >> This doesn't have anything to do with lifecycles. >> I assume you've set one of the other $Web* variables incorrectly. >> Check that you haven't set WebURL or WebBaseURL rather than setting >> WebDomain and WebPort. >> > > Nothing obviously wrong that I can see: > > Set($rtname, "domain.com"); > Set($WebDomain, "support.domain.com"); > Set($WebPort, "443"); > Set($Organization, "domain.com"); > Set($OwnerEmail, "root"); > Set($WebImagesURL, RT->Config->Get('WebPath') . "/NoAuth/images/"); > Set($LogoURL, RT->Config->Get('WebImagesURL') . "bpslogo.png"); > Set($LogoLinkURL, "http://www.domain.com"); > Set($LogoAltText, "Domain Ltd logo"); > Set($LogoImageHeight, 38); > Set($LogoImageWidth, 181); > Set($DefaultSummaryRows, 10); > Set(%FullTextSearch, > Enable => 1, > Indexed => 0, > ); By default RT on redirects figures out domain and port from ENV variables to allow people to run RT on http and https at the same time or on multiple domains. It doesn't work in some situations or we forgot some variable. Use CanonicalizeRedirectURLs and if you like to investigate futher then collect %ENV vars that RT sees. -- Best regards, Ruslan. From jfearn at redhat.com Tue Jan 8 18:18:18 2013 From: jfearn at redhat.com (Jeff Fearn) Date: Wed, 09 Jan 2013 09:18:18 +1000 Subject: [rt-users] Searching Ticket Bodies In-Reply-To: References: <50EC6B35.9030702@bestpractical.com> Message-ID: <50ECA93A.3080800@redhat.com> On 01/09/2013 05:08 AM, Tim Gustafson wrote: >> http://bestpractical.com/rt/docs/latest/RT_Config.html#FullTextSearch >> http://bestpractical.com/rt/docs/latest/full_text_indexing.html >> >> These are also shipped with RT itself as doc in etc/RT_Config.pm and >> docs/full_text_indexing.pod. > > Hrmm, I remember now. That documentation states: > > "MySQL does not support full-text indexing natively." > > Which is untrue. MySQL does indeed have full-text indexing, and the > most recent version has full-text indexing with InnoDB tables. Is > there any hope for taking advantage of the FTS built-in to MySQL? My > MySQL server does a *lot* more than just RT, and re-compiling the > whole thing with an add-on that gets used by exactly one database (out > of, let's say, 400 databases) seems sub-optimal. > MySQL >= 5.1 can use sphinx as a plugin. You might be able to find a pre compiled library for your system, otherwise you can compile the plugin yourself. See :http://www.howtoforge.com/sphinx-as-mysql-storage-engine-sphinxse Cheers, Jeff. From falcone at bestpractical.com Tue Jan 8 18:54:53 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 8 Jan 2013 18:54:53 -0500 Subject: [rt-users] Urgent In-Reply-To: <1357669154.30721.YahooMailClassic@web171204.mail.ir2.yahoo.com> References: <1357669154.30721.YahooMailClassic@web171204.mail.ir2.yahoo.com> Message-ID: <20130108235453.GH50476@jibsheet.com> It'd be great if you used more descripting Subject lines when posting to the list. On Tue, Jan 08, 2013 at 06:19:14PM +0000, Yetomiwa Jabar wrote: > but i kept getting the reply > Module rewrite already enabled, Restarting web server apache2 > Action 'start'failed. > The Apache error log may have more information. Have you checked your Apache error log? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From nick.fennell at appliansys.com Wed Jan 9 06:35:37 2013 From: nick.fennell at appliansys.com (Nick Fennell) Date: Wed, 9 Jan 2013 11:35:37 +0000 Subject: [rt-users] On move to Support Notify Requestors In-Reply-To: <50EC6A40.5040707@bestpractical.com> References: <9A1EA470-DC44-4F33-8217-4ACC304B140A@appliansys.com> <1116389676.186962.1357564840943.JavaMail.root@desy.de> <20130107225306.GE50476@jibsheet.com> <5AB9CB0C-6290-48AA-84EC-FB01C791C9E4@appliansys.com> <50EC6A40.5040707@bestpractical.com> Message-ID: <607761EC-3A7D-4FF8-9360-B488F2CE01FE@appliansys.com> If my understand is accurate, would something like the below be correct? >> return 0 unless $self->TransactionObj->Type eq "Set"; >> return 0 unless $self->TransactionObj->Field eq "Queue"; >> return 1 unless $self->TransactionObj->OldValue eq 'QueueName'; I'm assuming here that the condition will result in '1' (fail) if the OldValue does not evaluate to be 'QueueName'. If OldValue does evaluate to be QueueName then the condition returns '0' resulting in the Scrip running. -- 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 8 Jan 2013, at 18:49, Thomas Sibley wrote: > On 01/08/2013 10:08 AM, Nick Fennell wrote: >> Hey Kevin/All. >> >> I've been trying with; >> >> return 0 unless $self->TransactionObj->Type eq "Set"; >> return 0 unless $self->TransactionObj->Field eq "Queue"; >> return 0 unless $self->TransactionObj->OldValue eq 'QueueName'; >> >> but not having much luck. >> >> Anyone able to advise further? > > You need to return 1 at some point. The condition doesn't default to true. > From kjcsb at xnet.co.nz Wed Jan 9 09:29:21 2013 From: kjcsb at xnet.co.nz (CB) Date: Thu, 10 Jan 2013 03:29:21 +1300 Subject: [rt-users] SOLVED: RE: https redirects to http In-Reply-To: References: <035001cdeca5$8fa61e40$aef25ac0$@co.nz> <20130107181816.GC50476@jibsheet.com> <043001cdedbd$22ec5d50$68c517f0$@co.nz> Message-ID: <003901cdee75$b87bd540$29737fc0$@co.nz> > >> > RT 4.0.8 > >> > > >> > We have set up RT to be accessible over https: > >> > RT_SiteConfig.pm > >> > > >> > Set($WebPort, "443"); > >> > > >> > However when a ticket is resolved or updated, after the Update > >> > button is clicked the website goes to the http site. What > >> > configuration option am I missing? > >> > > >> > Have we set up lifecycles incorrectly? > >> > >> This doesn't have anything to do with lifecycles. > >> I assume you've set one of the other $Web* variables incorrectly. > >> Check that you haven't set WebURL or WebBaseURL rather than setting > >> WebDomain and WebPort. > >> > > > > Nothing obviously wrong that I can see: > > > > Set($rtname, "domain.com"); > > Set($WebDomain, "support.domain.com"); Set($WebPort, "443"); > > Set($Organization, "domain.com"); Set($OwnerEmail, "root"); > > Set($WebImagesURL, RT->Config->Get('WebPath') . "/NoAuth/images/"); > > Set($LogoURL, RT->Config->Get('WebImagesURL') . "bpslogo.png"); > > Set($LogoLinkURL, "http://www.domain.com"); Set($LogoAltText, "Domain > > Ltd logo"); Set($LogoImageHeight, 38); Set($LogoImageWidth, 181); > > Set($DefaultSummaryRows, 10); Set(%FullTextSearch, > > Enable => 1, > > Indexed => 0, > > ); > > By default RT on redirects figures out domain and port from ENV > variables to allow people to run RT on http and https at the same time > or on multiple domains. It doesn't work in some situations or we forgot > some variable. Use CanonicalizeRedirectURLs and if you like to > investigate futher then collect %ENV vars that RT sees. > > -- Thanks Set($CanonicalizeRedirectURLs, 1); That has fixed the problem. Since that setting is off by default I wonder whether there is a downside to that turning it on? From ruz at bestpractical.com Wed Jan 9 12:22:56 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 9 Jan 2013 21:22:56 +0400 Subject: [rt-users] SOLVED: RE: https redirects to http In-Reply-To: <003901cdee75$b87bd540$29737fc0$@co.nz> References: <035001cdeca5$8fa61e40$aef25ac0$@co.nz> <20130107181816.GC50476@jibsheet.com> <043001cdedbd$22ec5d50$68c517f0$@co.nz> <003901cdee75$b87bd540$29737fc0$@co.nz> Message-ID: On Wed, Jan 9, 2013 at 6:29 PM, CB wrote: >> >> > RT 4.0.8 >> >> > >> >> > We have set up RT to be accessible over https: >> >> > RT_SiteConfig.pm >> >> > >> >> > Set($WebPort, "443"); >> >> > >> >> > However when a ticket is resolved or updated, after the Update >> >> > button is clicked the website goes to the http site. What >> >> > configuration option am I missing? >> >> > >> >> > Have we set up lifecycles incorrectly? >> >> >> >> This doesn't have anything to do with lifecycles. >> >> I assume you've set one of the other $Web* variables incorrectly. >> >> Check that you haven't set WebURL or WebBaseURL rather than setting >> >> WebDomain and WebPort. >> >> >> > >> > Nothing obviously wrong that I can see: >> > >> > Set($rtname, "domain.com"); >> > Set($WebDomain, "support.domain.com"); Set($WebPort, "443"); >> > Set($Organization, "domain.com"); Set($OwnerEmail, "root"); >> > Set($WebImagesURL, RT->Config->Get('WebPath') . "/NoAuth/images/"); >> > Set($LogoURL, RT->Config->Get('WebImagesURL') . "bpslogo.png"); >> > Set($LogoLinkURL, "http://www.domain.com"); Set($LogoAltText, "Domain >> > Ltd logo"); Set($LogoImageHeight, 38); Set($LogoImageWidth, 181); >> > Set($DefaultSummaryRows, 10); Set(%FullTextSearch, >> > Enable => 1, >> > Indexed => 0, >> > ); >> >> By default RT on redirects figures out domain and port from ENV >> variables to allow people to run RT on http and https at the same time >> or on multiple domains. It doesn't work in some situations or we forgot >> some variable. Use CanonicalizeRedirectURLs and if you like to >> investigate futher then collect %ENV vars that RT sees. >> >> -- > Thanks > > Set($CanonicalizeRedirectURLs, 1); > > That has fixed the problem. > > Since that setting is off by default I wonder whether there is a downside to that turning it on? Yes. With the option enabled you can only run RT with one canonical URL, no alternative URLs. -- Best regards, Ruslan. From trs at bestpractical.com Wed Jan 9 12:50:38 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 09 Jan 2013 09:50:38 -0800 Subject: [rt-users] On move to Support Notify Requestors In-Reply-To: <607761EC-3A7D-4FF8-9360-B488F2CE01FE@appliansys.com> References: <9A1EA470-DC44-4F33-8217-4ACC304B140A@appliansys.com> <1116389676.186962.1357564840943.JavaMail.root@desy.de> <20130107225306.GE50476@jibsheet.com> <5AB9CB0C-6290-48AA-84EC-FB01C791C9E4@appliansys.com> <50EC6A40.5040707@bestpractical.com> <607761EC-3A7D-4FF8-9360-B488F2CE01FE@appliansys.com> Message-ID: <50EDADEE.8070601@bestpractical.com> On 01/09/2013 03:35 AM, Nick Fennell wrote: > I'm assuming here that the condition will result in '1' (fail) if the > OldValue does not evaluate to be 'QueueName'. > > If OldValue does evaluate to be QueueName then the condition returns > '0' resulting in the Scrip running. Returning 1 (a true value) doesn't make the scrip fail, it causes it to run. Return 0 (a false value) doesn't make the scrip run, it causes it to fail. You have it backwards. Try this: return 0 unless $self->TransactionObj->Type eq "Set"; return 0 unless $self->TransactionObj->Field eq "Queue"; return 0 unless $self->TransactionObj->OldValue eq 'QueueName'; return 1; From trs at bestpractical.com Wed Jan 9 13:00:38 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 09 Jan 2013 10:00:38 -0800 Subject: [rt-users] Require Custom Field for Status Change? In-Reply-To: References: <4377A360F69D024197AF65862DEBCC051FE6F532@EXCH-MBOX-2.exch.ucr.edu> <509809C4.5070606@bestpractical.com> Message-ID: <50EDB046.7070707@bestpractical.com> On 01/08/2013 10:04 AM, Matt Brennan wrote: > Hey Thomas, > > Just wondering if there was any update / ETA on this extension. It > would help me resolve an issue I'm having right now. It's still unpublished pending more work on it, but perhaps it should just get shipped as-is and then updated later. Thomas From nick.fennell at appliansys.com Thu Jan 10 07:10:40 2013 From: nick.fennell at appliansys.com (Nick Fennell) Date: Thu, 10 Jan 2013 12:10:40 +0000 Subject: [rt-users] On move to Support Notify Requestors In-Reply-To: <50EDADEE.8070601@bestpractical.com> References: <9A1EA470-DC44-4F33-8217-4ACC304B140A@appliansys.com> <1116389676.186962.1357564840943.JavaMail.root@desy.de> <20130107225306.GE50476@jibsheet.com> <5AB9CB0C-6290-48AA-84EC-FB01C791C9E4@appliansys.com> <50EC6A40.5040707@bestpractical.com> <607761EC-3A7D-4FF8-9360-B488F2CE01FE@appliansys.com> <50EDADEE.8070601@bestpractical.com> Message-ID: <53EF6493-DB56-40B1-B6BF-7B23846C35E9@appliansys.com> Hey Thomas. Thanks for the reply. Unfortunately, this doesn't seem to be working either. The auto reply is sent even if the queue a ticket is being moved from was not Triage. eg. Ticket exists in queue 'Triage'. Ticket is moved to queue 'Support' Auto-reply is sent. Ticket exists in queue 'RMA'. Ticket is moved to queue 'Support' Auto-reply is sent. My scrip is configured as below: Condition: On Queue Change Action: Autoreply to Requestors Template: AutoreplyFromSupport Stage: TransactionCreate Custom Condition: return 0 unless $self->TransactionObj->Type eq "Set"; return 0 unless $self->TransactionObj->Field eq "Queue"; return 0 unless $self->TransactionObj->OldValue eq 'Triage'; return 1; It seems that whenever a ticket is moved into the Support queue the auto response is sent regardless of the condition. At this point I'm thinking that either the condition isn't being evaluated or that the values/options used to recognise the previous queue are incorrect. I did read a thread online somewhere that indicated the queue change actually takes place before the condition is checked. This though would result in a fail at some point and I don't see that to be the case. 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 9 Jan 2013, at 17:50, Thomas Sibley wrote: > On 01/09/2013 03:35 AM, Nick Fennell wrote: >> I'm assuming here that the condition will result in '1' (fail) if the >> OldValue does not evaluate to be 'QueueName'. >> >> If OldValue does evaluate to be QueueName then the condition returns >> '0' resulting in the Scrip running. > > Returning 1 (a true value) doesn't make the scrip fail, it causes it to > run. Return 0 (a false value) doesn't make the scrip run, it causes it > to fail. You have it backwards. Try this: > > return 0 unless $self->TransactionObj->Type eq "Set"; > return 0 unless $self->TransactionObj->Field eq "Queue"; > return 0 unless $self->TransactionObj->OldValue eq 'QueueName'; > return 1; From bluethundr at gmail.com Thu Jan 10 07:20:41 2013 From: bluethundr at gmail.com (Tim Dunphy) Date: Thu, 10 Jan 2013 07:20:41 -0500 Subject: [rt-users] GPG support in RT4.2 Message-ID: Hello, How can I get GPG support in RT 4.2? I've tried a few modules but they are all for earlier version of RT. I've also search CPAN and so far there's nothing current. Thanks Tim -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Jan 10 07:49:42 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 10 Jan 2013 16:49:42 +0400 Subject: [rt-users] GPG support in RT4.2 In-Reply-To: References: Message-ID: On Thu, Jan 10, 2013 at 4:20 PM, Tim Dunphy wrote: > Hello, > > How can I get GPG support in RT 4.2? I've tried a few modules but they are > all for earlier version of RT. I've also search CPAN and so far there's > nothing current. GPG support is in RT core since RT 3.8. Read config and references in there. > Thanks > Tim > > -- > GPG me!! > > gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B > -- Best regards, Ruslan. From bluethundr at gmail.com Thu Jan 10 08:11:13 2013 From: bluethundr at gmail.com (Tim Dunphy) Date: Thu, 10 Jan 2013 08:11:13 -0500 Subject: [rt-users] GPG support in RT4.2 In-Reply-To: References: Message-ID: Coll thank you, will do. Thought I needed a cpan module, but I'm happy that I won't! On Thu, Jan 10, 2013 at 7:49 AM, Ruslan Zakirov wrote: > On Thu, Jan 10, 2013 at 4:20 PM, Tim Dunphy wrote: > > Hello, > > > > How can I get GPG support in RT 4.2? I've tried a few modules but they > are > > all for earlier version of RT. I've also search CPAN and so far there's > > nothing current. > > GPG support is in RT core since RT 3.8. Read config and references in > there. > > > Thanks > > Tim > > > > -- > > GPG me!! > > > > gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B > > > > > > -- > Best regards, Ruslan. > -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Jan 10 08:13:25 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 10 Jan 2013 17:13:25 +0400 Subject: [rt-users] GPG support in RT4.2 In-Reply-To: References: Message-ID: On Thu, Jan 10, 2013 at 5:11 PM, Tim Dunphy wrote: > Coll thank you, will do. Thought I needed a cpan module, but I'm happy that > I won't! You will need. Rerun RT's ./configure with gpg flags and run `make testdeps` to make sure everything required is installed. > On Thu, Jan 10, 2013 at 7:49 AM, Ruslan Zakirov > wrote: >> >> On Thu, Jan 10, 2013 at 4:20 PM, Tim Dunphy wrote: >> > Hello, >> > >> > How can I get GPG support in RT 4.2? I've tried a few modules but they >> > are >> > all for earlier version of RT. I've also search CPAN and so far there's >> > nothing current. >> >> GPG support is in RT core since RT 3.8. Read config and references in >> there. >> >> > Thanks >> > Tim >> > >> > -- >> > GPG me!! >> > >> > gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B >> > >> >> >> >> -- >> Best regards, Ruslan. > > > > > -- > GPG me!! > > gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B > -- Best regards, Ruslan. From bluethundr at gmail.com Thu Jan 10 08:28:47 2013 From: bluethundr at gmail.com (Tim Dunphy) Date: Thu, 10 Jan 2013 08:28:47 -0500 Subject: [rt-users] GPG support in RT4.2 In-Reply-To: References: Message-ID: Thanks again for the advise. I actually wan't the one who compiled this installation of RT. I inherited from the guy before me. Is there any way to tell if it already was compiled with GPG support? I'm not sure if I'm assuming correctly that the fact that I see GPG options in the RT_Site_Config.pm means that it actually has it. Tim On Thu, Jan 10, 2013 at 8:13 AM, Ruslan Zakirov wrote: > On Thu, Jan 10, 2013 at 5:11 PM, Tim Dunphy wrote: > > Coll thank you, will do. Thought I needed a cpan module, but I'm happy > that > > I won't! > > You will need. Rerun RT's ./configure with gpg flags and run `make > testdeps` to make sure everything required is installed. > > > On Thu, Jan 10, 2013 at 7:49 AM, Ruslan Zakirov > > wrote: > >> > >> On Thu, Jan 10, 2013 at 4:20 PM, Tim Dunphy > wrote: > >> > Hello, > >> > > >> > How can I get GPG support in RT 4.2? I've tried a few modules but > they > >> > are > >> > all for earlier version of RT. I've also search CPAN and so far > there's > >> > nothing current. > >> > >> GPG support is in RT core since RT 3.8. Read config and references in > >> there. > >> > >> > Thanks > >> > Tim > >> > > >> > -- > >> > GPG me!! > >> > > >> > gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B > >> > > >> > >> > >> > >> -- > >> Best regards, Ruslan. > > > > > > > > > > -- > > GPG me!! > > > > gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B > > > > > > -- > Best regards, Ruslan. > -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -------------- next part -------------- An HTML attachment was scrubbed... URL: From drasar at ics.muni.cz Thu Jan 10 09:11:59 2013 From: drasar at ics.muni.cz (Martin Drasar) Date: Thu, 10 Jan 2013 15:11:59 +0100 Subject: [rt-users] Get the From: header of currently sent mail Message-ID: <50EECC2F.2040203@ics.muni.cz> Hello, in my setup I have patched lib/RT/Action/Notify.pm in such way that it adds some attachments to a mail. In some cases we send mails that have no-reply address in From: and Reply-To: and I would like to send these mails without those attachments. However, I have not found a way to query either From: or Reply-To:. Could you please tell me how to check these headers inside Notify.pm? And if it is not possible, could you please give me a hint on how to do it some other way? Regards, Martin From sprc86 at gmail.com Thu Jan 10 11:20:52 2013 From: sprc86 at gmail.com (Rodrigo de Campos) Date: Thu, 10 Jan 2013 16:20:52 +0000 Subject: [rt-users] RTx Statistics year limit to 2012 Message-ID: Hi rt-users list, In the company where I am working, we are using the the version 3.6.1 of Request Tracker (for specific reasons we are not going to upgrade it right now). Also, we are using the plugin RTx Statistics and that's where my problem relies. As I understand, this plugin is no longer maintained and the last version supported displays the maximum year of 2012. Check the URL https://LOCALHOST/rt/RTx/Statistics/CallsQueueDay/index.html As well as the lib: /usr/local/share/request-tracker3.6/RTx-Statistics-0.1.8/lib/RTx/Statistics.pm (grep for 2012) I don't really know how can we increase the years, so we can continue using this version. I could spend some days learning the ins and outs from this specific project but I'm not really very knowledgeable IN PERL, plus my time is short. So, anyone on the list good with PERL and that understand how this project works? If yes, please guide me on which files should I modify in order to generate statistics to 2013. I hope I made myself clear. Thank you very much in advance! -- Rodrigo de Campos CompTIA Network+ Certified "If it's broken, fix it; If it works, improve it!" Tech blog: http://sparc86.wordpress.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From teejabar at rocketmail.com Thu Jan 10 11:25:19 2013 From: teejabar at rocketmail.com (Yetomiwa Jabar) Date: Thu, 10 Jan 2013 16:25:19 +0000 (GMT) Subject: [rt-users] request Message-ID: <1357835119.70302.YahooMailClassic@web171202.mail.ir2.yahoo.com> please i have been trying to install rt, but it seems i cant install Calender::Simple. I have tried installing fron CPAN, apt-get, but still none seems to work.please what else can? use? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Jan 10 12:51:23 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 10 Jan 2013 21:51:23 +0400 Subject: [rt-users] GPG support in RT4.2 In-Reply-To: References: Message-ID: On Thu, Jan 10, 2013 at 5:28 PM, Tim Dunphy wrote: > Thanks again for the advise. I actually wan't the one who compiled this > installation of RT. I inherited from the guy before me. Is there any way to > tell if it already was compiled with GPG support? I'm not sure if I'm > assuming correctly that the fact that I see GPG options in the > RT_Site_Config.pm means that it actually has it. /opt/rt4/sbin/rt-test-dependencies --help > > Tim > > > On Thu, Jan 10, 2013 at 8:13 AM, Ruslan Zakirov > wrote: >> >> On Thu, Jan 10, 2013 at 5:11 PM, Tim Dunphy wrote: >> > Coll thank you, will do. Thought I needed a cpan module, but I'm happy >> > that >> > I won't! >> >> You will need. Rerun RT's ./configure with gpg flags and run `make >> testdeps` to make sure everything required is installed. >> >> > On Thu, Jan 10, 2013 at 7:49 AM, Ruslan Zakirov >> > wrote: >> >> >> >> On Thu, Jan 10, 2013 at 4:20 PM, Tim Dunphy >> >> wrote: >> >> > Hello, >> >> > >> >> > How can I get GPG support in RT 4.2? I've tried a few modules but >> >> > they >> >> > are >> >> > all for earlier version of RT. I've also search CPAN and so far >> >> > there's >> >> > nothing current. >> >> >> >> GPG support is in RT core since RT 3.8. Read config and references in >> >> there. >> >> >> >> > Thanks >> >> > Tim >> >> > >> >> > -- >> >> > GPG me!! >> >> > >> >> > gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B >> >> > >> >> >> >> >> >> >> >> -- >> >> Best regards, Ruslan. >> > >> > >> > >> > >> > -- >> > GPG me!! >> > >> > gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B >> > >> >> >> >> -- >> Best regards, Ruslan. > > > > > -- > GPG me!! > > gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B > -- Best regards, Ruslan. From trs at bestpractical.com Thu Jan 10 13:26:46 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 10 Jan 2013 10:26:46 -0800 Subject: [rt-users] request In-Reply-To: <1357835119.70302.YahooMailClassic@web171202.mail.ir2.yahoo.com> References: <1357835119.70302.YahooMailClassic@web171202.mail.ir2.yahoo.com> Message-ID: <50EF07E6.3080100@bestpractical.com> On 01/10/2013 08:25 AM, Yetomiwa Jabar wrote: > please i have been trying to install rt, but it seems i cant install > Calender::Simple. > I have tried installing fron CPAN, apt-get, but still none seems to > work.please what else can use? Calendar::Simple is only required on RT 3.8.x. Why are you install 3.8 for a new install when you could be using 4.0.x? From trs at bestpractical.com Thu Jan 10 13:29:56 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 10 Jan 2013 10:29:56 -0800 Subject: [rt-users] On move to Support Notify Requestors In-Reply-To: <53EF6493-DB56-40B1-B6BF-7B23846C35E9@appliansys.com> References: <9A1EA470-DC44-4F33-8217-4ACC304B140A@appliansys.com> <1116389676.186962.1357564840943.JavaMail.root@desy.de> <20130107225306.GE50476@jibsheet.com> <5AB9CB0C-6290-48AA-84EC-FB01C791C9E4@appliansys.com> <50EC6A40.5040707@bestpractical.com> <607761EC-3A7D-4FF8-9360-B488F2CE01FE@appliansys.com> <50EDADEE.8070601@bestpractical.com> <53EF6493-DB56-40B1-B6BF-7B23846C35E9@appliansys.com> Message-ID: <50EF08A4.4070600@bestpractical.com> On 01/10/2013 04:10 AM, Nick Fennell wrote: > My scrip is configured as below: > > Condition: On Queue Change > Action: Autoreply to Requestors > Template: AutoreplyFromSupport > Stage: TransactionCreate > > Custom Condition: > > return 0 unless $self->TransactionObj->Type eq "Set"; > return 0 unless $self->TransactionObj->Field eq "Queue"; > return 0 unless $self->TransactionObj->OldValue eq 'Triage'; > return 1; If you're writing a Custom Condition, you need to select "User Defined" from the Condition dropdown. As it stands, your custom condition is ignored and the built-in "On Queue Change" condition is used. From bluethundr at gmail.com Fri Jan 11 12:37:48 2013 From: bluethundr at gmail.com (Tim Dunphy) Date: Fri, 11 Jan 2013 12:37:48 -0500 Subject: [rt-users] GPG support in RT4.2 In-Reply-To: References: Message-ID: Amazingly helpful. Thank you! On Thu, Jan 10, 2013 at 12:51 PM, Ruslan Zakirov wrote: > On Thu, Jan 10, 2013 at 5:28 PM, Tim Dunphy wrote: > > Thanks again for the advise. I actually wan't the one who compiled this > > installation of RT. I inherited from the guy before me. Is there any way > to > > tell if it already was compiled with GPG support? I'm not sure if I'm > > assuming correctly that the fact that I see GPG options in the > > RT_Site_Config.pm means that it actually has it. > > /opt/rt4/sbin/rt-test-dependencies --help > > > > > > Tim > > > > > > On Thu, Jan 10, 2013 at 8:13 AM, Ruslan Zakirov > > wrote: > >> > >> On Thu, Jan 10, 2013 at 5:11 PM, Tim Dunphy > wrote: > >> > Coll thank you, will do. Thought I needed a cpan module, but I'm happy > >> > that > >> > I won't! > >> > >> You will need. Rerun RT's ./configure with gpg flags and run `make > >> testdeps` to make sure everything required is installed. > >> > >> > On Thu, Jan 10, 2013 at 7:49 AM, Ruslan Zakirov < > ruz at bestpractical.com> > >> > wrote: > >> >> > >> >> On Thu, Jan 10, 2013 at 4:20 PM, Tim Dunphy > >> >> wrote: > >> >> > Hello, > >> >> > > >> >> > How can I get GPG support in RT 4.2? I've tried a few modules but > >> >> > they > >> >> > are > >> >> > all for earlier version of RT. I've also search CPAN and so far > >> >> > there's > >> >> > nothing current. > >> >> > >> >> GPG support is in RT core since RT 3.8. Read config and references in > >> >> there. > >> >> > >> >> > Thanks > >> >> > Tim > >> >> > > >> >> > -- > >> >> > GPG me!! > >> >> > > >> >> > gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B > >> >> > > >> >> > >> >> > >> >> > >> >> -- > >> >> Best regards, Ruslan. > >> > > >> > > >> > > >> > > >> > -- > >> > GPG me!! > >> > > >> > gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B > >> > > >> > >> > >> > >> -- > >> Best regards, Ruslan. > > > > > > > > > > -- > > GPG me!! > > > > gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B > > > > > > -- > Best regards, Ruslan. > -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Fri Jan 11 17:18:06 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 11 Jan 2013 17:18:06 -0500 Subject: [rt-users] RTx::EmailCompletion Message-ID: I install RTx::EmailCompletion plugin and added the following stanza into my RTHOME/etc/RT_SiteConfig.pm .... Set( @Plugins, qw( RT::Authen::ExternalAuth RTx::EmailCompletion ) ); Set($EmailCompletionUnprivileged,"everybody"); Set($EmailCompletionSearch, "STARTSWITH"); Set($EmailCompletionLdapAttrSearch, [qw/mail cn/]); Set($EmailCompletionRdbmsDisabled, 1); ... How do I expect it to work? I tried to fill the One-time Cc: with ``foo'' and expected it to autocomplete to ``foo at example.com'' Thanks for the help. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From al.scotto at reply.it Sun Jan 13 19:50:20 2013 From: al.scotto at reply.it (Scotto Alberto) Date: Mon, 14 Jan 2013 00:50:20 +0000 Subject: [rt-users] Custom authentication script fails with > ExternalAuthPriority not defined, please check your configuration file Message-ID: Hi Thomas, a part from using REST, which is undoubtably the best solution for my problem.. Back to the design debate about input validation.. I wrongly talked about the View layer as the place to validate the input. Now I have the correct answer: the right place for that is the Model. A nice example is in CakePHP, where the method 'validate' of the Model class is charged with the input validation. http://api20.cakephp.org/class/model#method-Modelvalidates That's the one and only "single point to fix". >The backend is a single point to fix, whereas validation might > need to happen across multiple views and interfaces. It's true that we may have multiple views that get the same input from the user, but we are likely to have multiple backend functions, that use that same input, as well. So, instead of validating the input in every backend function, it's much cleaner to write those low-level functions assuming the input has already been validated as a precondition. > The path of shoving the shell_exec() validation up into the view is > lined with awful websites which prohibit special characters in passwords. That's possible, but please don't compare me to one of those. Thanks ________________________________________ Da: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] per conto di Thomas Sibley [trs at bestpractical.com] Inviato: gioved? 3 gennaio 2013 1.08 A: rt-users at lists.bestpractical.com Oggetto: Re: [rt-users] R: R: R: Custom authentication script fails with > ExternalAuthPriority not defined, please check your configuration file Alberto Scotto Blue Reply Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.scotto at reply.it www.reply.it On 01/02/2013 03:53 PM, Scotto Alberto wrote: >> Fix problems at the source > > Exactly. From my point of view, the "source" is who/what generates > the input: the user who fills in a form. So, this is why I say that > the input validation should be done around the View layer, while in > the back ("rt_auth" function) I should assume with a precondition > that the input is not evil anymore. It's far too easy for the backend function to start being used somewhere where the validation doesn't happen first, and then you're vulnerable again. The backend is a single point to fix, whereas validation might need to happen across multiple views and interfaces. The path of shoving the shell_exec() validation up into the view is lined with awful websites which prohibit special characters in passwords. ________________________________ -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. From nick.fennell at appliansys.com Mon Jan 14 04:55:47 2013 From: nick.fennell at appliansys.com (Nick Fennell) Date: Mon, 14 Jan 2013 09:55:47 +0000 Subject: [rt-users] On move to Support Notify Requestors In-Reply-To: <50EF08A4.4070600@bestpractical.com> References: <9A1EA470-DC44-4F33-8217-4ACC304B140A@appliansys.com> <1116389676.186962.1357564840943.JavaMail.root@desy.de> <20130107225306.GE50476@jibsheet.com> <5AB9CB0C-6290-48AA-84EC-FB01C791C9E4@appliansys.com> <50EC6A40.5040707@bestpractical.com> <607761EC-3A7D-4FF8-9360-B488F2CE01FE@appliansys.com> <50EDADEE.8070601@bestpractical.com> <53EF6493-DB56-40B1-B6BF-7B23846C35E9@appliansys.com> <50EF08A4.4070600@bestpractical.com> Message-ID: <7D373E99-4F86-42C5-9D88-D21C83C7DFB5@appliansys.com> Hey Thomas. That solved it. Makes a lot of sense when you think about it too :) Cheers for your help. Greatly appreciated. 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 10 Jan 2013, at 18:29, Thomas Sibley wrote: > On 01/10/2013 04:10 AM, Nick Fennell wrote: >> My scrip is configured as below: >> >> Condition: On Queue Change >> Action: Autoreply to Requestors >> Template: AutoreplyFromSupport >> Stage: TransactionCreate >> >> Custom Condition: >> >> return 0 unless $self->TransactionObj->Type eq "Set"; >> return 0 unless $self->TransactionObj->Field eq "Queue"; >> return 0 unless $self->TransactionObj->OldValue eq 'Triage'; >> return 1; > > If you're writing a Custom Condition, you need to select "User Defined" > from the Condition dropdown. As it stands, your custom condition is > ignored and the built-in "On Queue Change" condition is used. > From BBaker at fnb.co.za Mon Jan 14 07:58:08 2013 From: BBaker at fnb.co.za (Baker, Brendon) Date: Mon, 14 Jan 2013 12:58:08 +0000 Subject: [rt-users] CC by default and Exclude Certain Email from being logged as tickets Message-ID: Hi Everyone We have just started using request tracker and have the basics set up I have 2 things that I have searched for a solution for in the archives and don't seem to find any solutions. First of all - when we reply or resolve a ticket - we would like to reply to everyone who was originally CCd by default instead of having to tick the individuals. As far as I understand - this has something to do with Scrips but I cant figure out how to do this. Secondly - we are popping mail out of a mailbox using fetchmail which then sends this to the mailgate. We need to be able to exclude certain email addresses from being logged as tickets as they are notifications. Is this something that can be done inside of RT? Thanks for the help. Regards Brendon To read FirstRand Bank's Disclaimer for this email click on the following address or copy into your Internet browser: https://www.fnb.co.za/disclaimer.html If you are unable to access the Disclaimer, send a blank e-mail to firstrandbankdisclaimer at fnb.co.za and we will send you a copy of the Disclaimer. -------------- next part -------------- An HTML attachment was scrubbed... URL: From diaulas.castro at intersolution.inf.br Mon Jan 14 08:15:33 2013 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Mon, 14 Jan 2013 13:15:33 +0000 Subject: [rt-users] RES: CC by default and Exclude Certain Email from being logged as tickets In-Reply-To: References: Message-ID: <3B9178D874F56F47B616AB50C01F7B775CBE76A9@GRUPRD8002MB113.lamprd80.prod.outlook.com> I solved this with procmail, so "junk" mail never goes to my RT. Example: :0 * ^From.(.*root.*|\ .*user1 at domain1.*|\ .*faceboo.*) /dev/null :0 w |/usr/bin/rt-mailgate --queue General --action $cACTION --url http://127.0.0.1/rt/ De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Baker, Brendon Enviada em: segunda-feira, 14 de janeiro de 2013 10:58 Para: rt-users at lists.bestpractical.com Assunto: Re: [rt-users] CC by default and Exclude Certain Email from being logged as tickets Hi Everyone We have just started using request tracker and have the basics set up I have 2 things that I have searched for a solution for in the archives and don't seem to find any solutions. First of all - when we reply or resolve a ticket - we would like to reply to everyone who was originally CCd by default instead of having to tick the individuals. As far as I understand - this has something to do with Scrips but I cant figure out how to do this. Secondly - we are popping mail out of a mailbox using fetchmail which then sends this to the mailgate. We need to be able to exclude certain email addresses from being logged as tickets as they are notifications. Is this something that can be done inside of RT? Thanks for the help. Regards Brendon To read FirstRand Bank's Disclaimer for this email click on the following address or copy into your Internet browser: https://www.fnb.co.za/disclaimer.html If you are unable to access the Disclaimer, send a blank e-mail to firstrandbankdisclaimer at fnb.co.za and we will send you a copy of the Disclaimer. From tmaas at uic.edu Mon Jan 14 16:20:35 2013 From: tmaas at uic.edu (Ted Maas) Date: Mon, 14 Jan 2013 15:20:35 -0600 Subject: [rt-users] Different result when query launched from dropdown menu vs. home page body Message-ID: <1358198436.25918.14.camel@turtle.cc.uic.edu> Some of our users ( me for example :-} ) have been noticing a strange behavior on an RT 4.0.7 system. When a query has been saved to the left hand side drop down menu and is run from that location it eventually times out. But the when same query has been to a users RT home page and is clicked on to run from there, it responds quickly and returns the expected data without any timeouts. And it is the same query. Any idea as to why that is happening? Same query, same mysql server, same apache front end box. The only difference is the part of the RT screen from which the query is executed. tia, Ted Maas University of Illinois at Chicago From ruz at bestpractical.com Mon Jan 14 16:44:10 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 15 Jan 2013 01:44:10 +0400 Subject: [rt-users] Different result when query launched from dropdown menu vs. home page body In-Reply-To: <1358198436.25918.14.camel@turtle.cc.uic.edu> References: <1358198436.25918.14.camel@turtle.cc.uic.edu> Message-ID: On Tue, Jan 15, 2013 at 1:20 AM, Ted Maas wrote: > Some of our users ( me for example :-} ) have been noticing a strange > behavior on an RT 4.0.7 system. When a query has been saved to the > left hand side drop down menu and is run from that location it > eventually times out. With several themes it's hard to tell what you mean. Default 4.x layout has no LHS drop down menu :) Can you be more specific? Screenshot? URLs for both variants may help. Enabling SQL logging for some time may help as well. > But the when same query has been to a users RT home page and is > clicked on to run from there, it responds quickly and returns > the expected data without any timeouts. > > And it is the same query. > > Any idea as to why that is happening? Same query, same mysql > server, same apache front end box. The only difference is the > part of the RT screen from which the query is executed. > > tia, > Ted Maas > University of Illinois at Chicago > -- Best regards, Ruslan. From samp at koorong.com.au Mon Jan 14 22:53:01 2013 From: samp at koorong.com.au (Samuel Paris) Date: Tue, 15 Jan 2013 14:53:01 +1100 Subject: [rt-users] Users simultaneously replying Message-ID: <734880065C42864497E3C234E772E19123ABCF968B@shem.pcnet.koorong.com.au> Hi Guys We've recently started using RT for a department of about 15 users. We're having a problem where multiple users are simultaneously replying to the same job. Is there a way to either: Change the status of a job when viewed? Lock the job when a reply is being written? Or any other suggestions to prevent this for happening? Thanks for your help. Samuel -------------- next part -------------- An HTML attachment was scrubbed... URL: From stucki-rt-users at mi.fu-berlin.de Tue Jan 15 05:04:58 2013 From: stucki-rt-users at mi.fu-berlin.de (Christoph (Stucki) von Stuckrad) Date: Tue, 15 Jan 2013 11:04:58 +0100 Subject: [rt-users] Users simultaneously replying In-Reply-To: <734880065C42864497E3C234E772E19123ABCF968B@shem.pcnet.koorong.com.au> References: <734880065C42864497E3C234E772E19123ABCF968B@shem.pcnet.koorong.com.au> Message-ID: <20130115100458.GC28293@localhost.mi.fu-berlin.de> On Tue, 15 Jan 2013, Samuel Paris wrote: > Lock the job when a reply is being written? > Or any other suggestions to prevent this for happening? That's what 'take' is for - only one worker can 'take' a ticket. (But it depends on the discipline to 'take first, then answer'!) Less strict would be to 'look for open state', which is set on answering, but will fail if multiple workers look into one queue. For more than those, you will have to define state(s) and create new scrips I believe. Stucki -- Christoph von Stuckrad * * |nickname |Mail \ Freie Universitaet Berlin |/_*|'stucki' |Tel(Mo.,Mi.):+49 30 838-75 459| Mathematik & Informatik EDV |\ *|if online| (Di,Do,Fr):+49 30 77 39 6600| Takustr. 9 / 14195 Berlin * * |on IRCnet|Fax(home): +49 30 77 39 6601/ From andy.jewell at sysmicro.co.uk Tue Jan 15 06:24:12 2013 From: andy.jewell at sysmicro.co.uk (Andy D'Arcy Jewell) Date: Tue, 15 Jan 2013 11:24:12 +0000 Subject: [rt-users] Problem with using ssl over nginx reverse-proxy when submitting ticket updates Message-ID: <50F53C5C.4040207@sysmicro.co.uk> Hi all, I'm trying to run RT 3.8 over ssl via an nginx reverse-proxy, and almost everything works, except when you update a ticket; after you click "Update Ticket", after the update is submitted, it redirects Display.html to show the updated ticket. However, it is redirecting to plain http, which results in an error because I'm intentionally NOT proxying port 80... I have set $WebBaseURL in RT_SiteConfig.pm to include "https://" at the beginning. I apologise in advance - I've also posted this query on #rt on irc.perl.org. Any ideas, please? -- 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From martin.wheldon at greenhills-it.co.uk Tue Jan 15 06:03:53 2013 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Tue, 15 Jan 2013 11:03:53 +0000 Subject: [rt-users] Problem with using ssl over nginx reverse-proxy when submitting ticket updates In-Reply-To: <50F53C5C.4040207@sysmicro.co.uk> References: <50F53C5C.4040207@sysmicro.co.uk> Message-ID: <64ba35b6f956eed7ea8b4716beac303d@mail.greenhills-it.co.uk> Hi Andy, A very simular issue to this was discussed on the list last week. Have a search for https "redirects to http". Best Regards Martin On 2013-01-15 11:24, Andy D'Arcy Jewell wrote: > Hi all, > > I'm trying to run RT 3.8 over ssl via an nginx reverse-proxy, and > almost everything works, except when you update a ticket; after you > click "Update Ticket", after the update is submitted, it redirects > Display.html to show the updated ticket. However, it is redirecting > to > plain http, which results in an error because I'm intentionally NOT > proxying port 80... > > I have set $WebBaseURL in RT_SiteConfig.pm to include "https://" [1] > at the beginning. > > I apologise in advance - I've also posted this query on #rt on > irc.perl.org. > > Any ideas, please? > > -- > Andy D'Arcy Jewell > > SysMicro Limited > Linux Support > T: 0844 9918804 > M: 07961605631 > E: andy.jewell at sysmicro.co.uk > W: www.sysmicro.co.uk > > !DSPAM:9,50f5355e33231878918082! > > Links: > ------ > [1] https:// From andy.jewell at sysmicro.co.uk Tue Jan 15 06:51:24 2013 From: andy.jewell at sysmicro.co.uk (Andy D'Arcy Jewell) Date: Tue, 15 Jan 2013 11:51:24 +0000 Subject: [rt-users] FIXED: Problem with using ssl over nginx reverse-proxy when submitting ticket updates In-Reply-To: <64ba35b6f956eed7ea8b4716beac303d@mail.greenhills-it.co.uk> References: <50F53C5C.4040207@sysmicro.co.uk> <64ba35b6f956eed7ea8b4716beac303d@mail.greenhills-it.co.uk> Message-ID: <50F542BC.20408@sysmicro.co.uk> On 15/01/13 11:03, Martin Wheldon wrote: > Hi Andy, > > A very simular issue to this was discussed on the list last week. Have > a search for https "redirects to http". > > Best Regards > > Martin You are quite right, Martin! The fix is to insert the following into RT_SiteConfig.pm: Set($CanonicalizeRedirectURLs, 1); Thank you very much - tested and approved! Regards, -Andy -- 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From drasar at ics.muni.cz Tue Jan 15 09:13:48 2013 From: drasar at ics.muni.cz (Martin Drasar) Date: Tue, 15 Jan 2013 15:13:48 +0100 Subject: [rt-users] Get the From: header of currently sent mail In-Reply-To: <50EECC2F.2040203@ics.muni.cz> References: <50EECC2F.2040203@ics.muni.cz> Message-ID: <50F5641C.1060309@ics.muni.cz> On 10.1.2013 15:11, Martin Drasar wrote: > Hello, > > in my setup I have patched lib/RT/Action/Notify.pm in such way that it > adds some attachments to a mail. In some cases we send mails that have > no-reply address in From: and Reply-To: and I would like to send these > mails without those attachments. However, I have not found a way to > query either From: or Reply-To:. > > Could you please tell me how to check these headers inside Notify.pm? > And if it is not possible, could you please give me a hint on how to do > it some other way? Hi, I am just bumping this mail as I was not yet able to come with a solution. I know that I can't be the only one with such requirements around here. Thanks, Martin From janniezbedny1887 at gmail.com Tue Jan 15 09:45:07 2013 From: janniezbedny1887 at gmail.com (=?ISO-8859-2?Q?Jan_Niezb=EAdny?=) Date: Tue, 15 Jan 2013 15:45:07 +0100 Subject: [rt-users] Single Sign Out and maintain session RT 4.0.4/CAS/LDAP/LDAPImport Message-ID: I have instance RT 4.0.4 on CentOS 6. With CAS to implement SSO on a few applications and LDAP which stands on AD Win Ser 2008. And now I need to adjust RT to the overall method of closing the user session for the entire system (all subsystems/applications). I wanna ask. Is it possible to obtain the url that returns up to a small page or other static resource, which download will maintain the current logged-on user session? Specific requirements: - Attempt to access a resource, should not create a new session if this is not yet - If the session exists, the attempt to access the resource will cause the session will be extended Sample tests for java web application running on JBoss AS 7.1 shows that it can be any resource such as a static image. But I don?t know how it works in perl applications like RT If you have some thoughts or ideas, I will be very grateful Regards, Jan From vadud3 at gmail.com Tue Jan 15 11:41:23 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Tue, 15 Jan 2013 11:41:23 -0500 Subject: [rt-users] RTx::EmailCompletion In-Reply-To: References: Message-ID: On Fri, Jan 11, 2013 at 5:18 PM, Asif Iqbal wrote: > I install RTx::EmailCompletion plugin and added the following stanza into > my RTHOME/etc/RT_SiteConfig.pm > > .... > Set( @Plugins, qw( > RT::Authen::ExternalAuth > RTx::EmailCompletion > ) ); > > Set($EmailCompletionUnprivileged,"everybody"); > Set($EmailCompletionSearch, "STARTSWITH"); > Set($EmailCompletionLdapAttrSearch, [qw/mail cn/]); > Set($EmailCompletionRdbmsDisabled, 1); > ... > > How do I expect it to work? I tried to fill the One-time Cc: with > ``foo'' and expected it to autocomplete to ``foo at example.com'' > Still like some help with this one. > > Thanks for the help. > > -- > 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? > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jan 15 12:33:02 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 15 Jan 2013 12:33:02 -0500 Subject: [rt-users] CC by default and Exclude Certain Email from being logged as tickets In-Reply-To: References: Message-ID: <20130115173302.GA1567@jibsheet.com> On Mon, Jan 14, 2013 at 12:58:08PM +0000, Baker, Brendon wrote: > First of all - when we reply or resolve a ticket - we would like to reply to everyone who was > originally CCd by default instead of having to tick the individuals. As far as I understand - > this has something to do with Scrips but I cant figure out how to do this. You may be able to do what you want here by enabling http://bestpractical.com/rt/docs/latest/RT_Config.html#ParseNewMessageForTicketCcs but read the documented caveats. > Secondly - we are popping mail out of a mailbox using fetchmail which then sends this to the > mailgate. > > We need to be able to exclude certain email addresses from being logged as tickets as they are > notifications. Is this something that can be done inside of RT? Use procmail or some other filter as suggested by another replier. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From sean at ci-info.com Tue Jan 15 12:33:01 2013 From: sean at ci-info.com (Sean Purdy) Date: Tue, 15 Jan 2013 17:33:01 +0000 Subject: [rt-users] Dealing with forwarded tickets from one queue to another Message-ID: Hi, We have a situation where someone gets mail sent to them from one queue, and needs to forward it to a different queue as a new ticket. e.g. for forwarding to a support queue. Currently RT will interpret the incoming mail as an update to the original ticket instead of creating a new ticket in the other queue. Is there any way around this? RT knows the old ticket ID from the Subject, and the new queue it's being submitted to. Currently looking at patching Interface/Email.pm and using $SystemTicket->id vs $args{'queue'} but perhaps this has been covered before? Thanks, Sean Purdy From falcone at bestpractical.com Tue Jan 15 12:34:42 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 15 Jan 2013 12:34:42 -0500 Subject: [rt-users] Get the From: header of currently sent mail In-Reply-To: <50EECC2F.2040203@ics.muni.cz> References: <50EECC2F.2040203@ics.muni.cz> Message-ID: <20130115173442.GB1567@jibsheet.com> On Thu, Jan 10, 2013 at 03:11:59PM +0100, Martin Drasar wrote: > in my setup I have patched lib/RT/Action/Notify.pm in such way that it > adds some attachments to a mail. In some cases we send mails that have > no-reply address in From: and Reply-To: and I would like to send these > mails without those attachments. However, I have not found a way to > query either From: or Reply-To:. > > Could you please tell me how to check these headers inside Notify.pm? > And if it is not possible, could you please give me a hint on how to do > it some other way? If you're modifying Notify.pm, you've already seen how it gets the RT-Send-Cc and RT-Send-Bcc headers. Try using similar code and if it doesn't work, provide code that doesn't work and how it fails. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jan 15 12:37:59 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 15 Jan 2013 12:37:59 -0500 Subject: [rt-users] Single Sign Out and maintain session RT 4.0.4/CAS/LDAP/LDAPImport In-Reply-To: References: Message-ID: <20130115173759.GC1567@jibsheet.com> On Tue, Jan 15, 2013 at 03:45:07PM +0100, Jan Niezb?dny wrote: > Specific requirements: > - Attempt to access a resource, should not create a new session if > this is not yet > - If the session exists, the attempt to access the resource will cause > the session will be extended > > Sample tests for java web application running on JBoss AS 7.1 shows > that it can be any resource such as a static image. But I don?t know > how it works in perl applications like RT Accessing a static or public image in RT won't send a cookie (or at least shouldn't, there's been a number of cleanups in this area). You'll likely need a simple mason page to do what you want, although RT's reaction to accessing something that needs a cookie is to redirect you to login so you'll need to do work on that. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From trs at bestpractical.com Tue Jan 15 13:32:55 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 15 Jan 2013 10:32:55 -0800 Subject: [rt-users] RTx::EmailCompletion In-Reply-To: References: Message-ID: <50F5A0D7.1090508@bestpractical.com> On 01/15/2013 08:41 AM, Asif Iqbal wrote: > I install RTx::EmailCompletion plugin and added the following stanza > into my RTHOME/etc/RT_SiteConfig.pm > > .... > Set( @Plugins, qw( > RT::Authen::ExternalAuth > RTx::EmailCompletion > ) ); > > Set($EmailCompletionUnprivileged,"everybody"); > Set($EmailCompletionSearch, "STARTSWITH"); > Set($EmailCompletionLdapAttrSearch, [qw/mail cn/]); > Set($EmailCompletionRdbmsDisabled, 1); > ... > > How do I expect it to work? I tried to fill the One-time Cc: with > ``foo'' and expected it to autocomplete to ``foo at example.com > '' > > > > Still like some help with this one. What's your RT version? I don't believe RTx::EmailCompletion is compatible with RT 4.0 since most of the functionality (although not the LDAP parts) was merged to core. If you're indeed on 4.0, perhaps you want to look into RT::Extension::LDAPImport instead so that your LDAP info is sync'd locally into RT and the standard autocompletion will work. This means your RT user info from ExternalAuth will also always be up to date. From vadud3 at gmail.com Tue Jan 15 13:50:29 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Tue, 15 Jan 2013 13:50:29 -0500 Subject: [rt-users] RTx::EmailCompletion In-Reply-To: <50F5A0D7.1090508@bestpractical.com> References: <50F5A0D7.1090508@bestpractical.com> Message-ID: On Tue, Jan 15, 2013 at 1:32 PM, Thomas Sibley wrote: > On 01/15/2013 08:41 AM, Asif Iqbal wrote: > > I install RTx::EmailCompletion plugin and added the following stanza > > into my RTHOME/etc/RT_SiteConfig.pm > > > > .... > > Set( @Plugins, qw( > > RT::Authen::ExternalAuth > > RTx::EmailCompletion > > ) ); > > > > Set($EmailCompletionUnprivileged,"everybody"); > > Set($EmailCompletionSearch, "STARTSWITH"); > > Set($EmailCompletionLdapAttrSearch, [qw/mail cn/]); > > Set($EmailCompletionRdbmsDisabled, 1); > > ... > > > > How do I expect it to work? I tried to fill the One-time Cc: with > > ``foo'' and expected it to autocomplete to ``foo at example.com > > '' > > > > > > > > Still like some help with this one. > > What's your RT version? I don't believe RTx::EmailCompletion is > compatible with RT 4.0 since most of the functionality (although not the > LDAP parts) was merged to core. > Sorry I forgot to mentions the versions. I am using RT 3.8.2 / mod_ssl/2.2.11 OpenSSL/0.9.8p mod_perl/2.0.3 Perl/v5.8.8 > If you're indeed on 4.0, perhaps you want to look into > RT::Extension::LDAPImport instead so that your LDAP info is sync'd > locally into RT and the standard autocompletion will work. This means > your RT user info from ExternalAuth will also always be up to date. > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From bwiese at ElementPS.com Tue Jan 15 18:26:56 2013 From: bwiese at ElementPS.com (Brent Wiese) Date: Tue, 15 Jan 2013 23:26:56 +0000 Subject: [rt-users] Ignoring out of office emails Message-ID: <910CDE054EF7D24DBCA89A2EF88A404E35EB7628@phxmain-exmbx10> I have a powershell script that emails users (using the System.Net.Mail class) and the "From" address is set to our RT system, making it easier for users to get help if needed. The problem is, people's out-of-office responses are opening tickets. I added the "Precendence: bulk" header after checking through the RT lists as it looks like (at least in rt 3.x) it would filter those emails out and not interact with tickets. But it's not working. Is this no longer the case in RT4? Or does it not apply to ticket creation? I can see the Precendence: bulk header being added in the original email. I was hoping to not have to modify RT/procmail, but I can go that route. Thanks, Brent -------------- next part -------------- An HTML attachment was scrubbed... URL: From martin.wheldon at greenhills-it.co.uk Wed Jan 16 03:43:34 2013 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Wed, 16 Jan 2013 08:43:34 +0000 Subject: [rt-users] Dealing with forwarded tickets from one queue to another In-Reply-To: References: Message-ID: <1412072752f87f20c4cb712ebe8c4e9b@mail.greenhills-it.co.uk> Hi Sean, Looks like you are looking to create a workflow in RT. Have a look at the following wiki page. http://requesttracker.wikia.com/wiki/WorkFlow You will need to close the old email and autocreate a new ticket in the relevant queue. Hope this helps Martin Wheldon On 2013-01-15 17:33, Sean Purdy wrote: > Hi, > > > We have a situation where someone gets mail sent to them from one > queue, and needs to forward it to a different queue as a new ticket. > e.g. for forwarding to a support queue. Currently RT will interpret > the incoming mail as an update to the original ticket instead of > creating a new ticket in the other queue. > > Is there any way around this? RT knows the old ticket ID from the > Subject, and the new queue it's being submitted to. > > Currently looking at patching Interface/Email.pm and using > $SystemTicket->id vs $args{'queue'} > but perhaps this has been covered before? > > > Thanks, > > Sean Purdy > !DSPAM:9,50f58a9733235687925207! From cloos at netcologne.de Wed Jan 16 04:41:21 2013 From: cloos at netcologne.de (Christian Loos) Date: Wed, 16 Jan 2013 10:41:21 +0100 Subject: [rt-users] Users simultaneously replying In-Reply-To: <734880065C42864497E3C234E772E19123ABCF968B@shem.pcnet.koorong.com.au> References: <734880065C42864497E3C234E772E19123ABCF968B@shem.pcnet.koorong.com.au> Message-ID: <50F675C1.5080600@netcologne.de> Maybe RT::Extension::TicketLocking? https://github.com/bestpractical/rt-extension-ticketlocking Chris Am 15.01.2013 04:53, schrieb Samuel Paris: > Hi Guys > > > > We?ve recently started using RT for a department of about 15 users. > We?re having a problem where multiple users are simultaneously replying > to the same job. Is there a way to either: > > > > Change the status of a job when viewed? > > Lock the job when a reply is being written? > > Or any other suggestions to prevent this for happening? > > > > Thanks for your help. > > > > Samuel > From tjrc at sanger.ac.uk Wed Jan 16 04:53:56 2013 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Wed, 16 Jan 2013 09:53:56 +0000 Subject: [rt-users] Ignoring out of office emails In-Reply-To: <910CDE054EF7D24DBCA89A2EF88A404E35EB7628@phxmain-exmbx10> References: <910CDE054EF7D24DBCA89A2EF88A404E35EB7628@phxmain-exmbx10> Message-ID: On 15 Jan 2013, at 23:26, Brent Wiese wrote: > I have a powershell script that emails users (using the System.Net.Mail class) and the ?From? address is set to our RT system, making it easier for users to get help if needed. > > The problem is, people?s out-of-office responses are opening tickets. > > I added the ?Precendence: bulk? header after checking through the RT lists as it looks like (at least in rt 3.x) it would filter those emails out and not interact with tickets. But it?s not working. > Is this no longer the case in RT4? Or does it not apply to ticket creation? I can see the Precendence: bulk header being added in the original email. The problem, as I understand it, is Microsoft Exchange. It sends out-of-office replies as ordinary messages, and doesn't use any of the established methods which could be used to mark such messages, such as a Return-Path header of <>, or an Auto-reply header, or a bulk precedence header. It does, however, seem to add its own header: Out of Office AutoReply: so you could add something in RT's bounce detection to detect that. 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 Loic.Mahe at rsi.fr Wed Jan 16 10:28:15 2013 From: Loic.Mahe at rsi.fr (Loic.Mahe at rsi.fr) Date: Wed, 16 Jan 2013 16:28:15 +0100 Subject: [rt-users] Creating ticket dependent on browser ! Message-ID: Hello, Using RT 3.8.10 on Solaris with Authentication against Microsoft Active Directory, I've encountered an odd behaviour. I've allowed the users to create tickets in one queue (by granting SeeQueue and CreateTicket). When I try to create the ticket with my account (which BTW is RT superuser) with Internet Explorer 8, it works. With the *same* user under Firefox (18.0), it doesn't work, the queue is simply not displayed in the scrollable menu when you want to choose the destination queue ! I even compared the source code and the only difference is the presence (on IE8) and absence (on FF) of a couple of lines : Any idea how to debug this ? Could something be corrupt in the user profile ? Thanks in advance. Lo?c Mah? Toulouse, France -------------- next part -------------- An HTML attachment was scrubbed... URL: From misilot at fit.edu Wed Jan 16 11:38:22 2013 From: misilot at fit.edu (Thomas Misilo) Date: Wed, 16 Jan 2013 16:38:22 +0000 Subject: [rt-users] rt-mailgate and web based authentication Message-ID: <62CE05ACA8D0F145A68573455B2F6BF62FA87D8A@EX10-BE1.fit.edu> Hi, I am switched from using LDAP to CAS for authentication, and now because it redirects to the login screen, mailgate isn't working. I was wondering if anyone had a workaround or solution to this? Thanks, Tom -------------- next part -------------- An HTML attachment was scrubbed... URL: From janniezbedny1887 at gmail.com Wed Jan 16 11:47:28 2013 From: janniezbedny1887 at gmail.com (=?ISO-8859-2?Q?Jan_Niezb=EAdny?=) Date: Wed, 16 Jan 2013 17:47:28 +0100 Subject: [rt-users] Single Sign Out and maintain session RT 4.0.4/CAS/LDAP/LDAPImport Message-ID: Example with static image was only to show that something like this work in java application. Ok, but how can I use mason page to do something like that. Can you tell me in a few words how to put this page into RT in the right way? Because I don?t know where I should start with that. Regards, Jan From martin.wheldon at greenhills-it.co.uk Wed Jan 16 11:15:50 2013 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Wed, 16 Jan 2013 16:15:50 +0000 Subject: [rt-users] rt-mailgate and web based authentication In-Reply-To: <62CE05ACA8D0F145A68573455B2F6BF62FA87D8A@EX10-BE1.fit.edu> References: <62CE05ACA8D0F145A68573455B2F6BF62FA87D8A@EX10-BE1.fit.edu> Message-ID: Hi Tom, Sounds like you may missing a Location section from your apache config. Something like... Order Allow,Deny Allow from 127.0.0.1 Best Regards Martin Wheldon On 2013-01-16 16:38, Thomas Misilo wrote: > Hi, > > I am switched from using LDAP to CAS for authentication, and now > because it redirects to the login screen, mailgate isn't working. I > was wondering if anyone had a workaround or solution to this? > > Thanks, > > Tom > > !DSPAM:9,50f6cf2333231759512251! From vadud3 at gmail.com Wed Jan 16 13:33:28 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Wed, 16 Jan 2013 13:33:28 -0500 Subject: [rt-users] RTx::EmailCompletion In-Reply-To: References: <50F5A0D7.1090508@bestpractical.com> Message-ID: On Tue, Jan 15, 2013 at 1:50 PM, Asif Iqbal wrote: > > > > On Tue, Jan 15, 2013 at 1:32 PM, Thomas Sibley wrote: > >> On 01/15/2013 08:41 AM, Asif Iqbal wrote: >> > I install RTx::EmailCompletion plugin and added the following stanza >> > into my RTHOME/etc/RT_SiteConfig.pm >> > >> > .... >> > Set( @Plugins, qw( >> > RT::Authen::ExternalAuth >> > RTx::EmailCompletion >> > ) ); >> > >> > Set($EmailCompletionUnprivileged,"everybody"); >> > Set($EmailCompletionSearch, "STARTSWITH"); >> > Set($EmailCompletionLdapAttrSearch, [qw/mail cn/]); >> > Set($EmailCompletionRdbmsDisabled, 1); >> > ... >> > >> > How do I expect it to work? I tried to fill the One-time Cc: with >> > ``foo'' and expected it to autocomplete to ``foo at example.com >> > '' >> > >> > >> > >> > Still like some help with this one. >> >> What's your RT version? I don't believe RTx::EmailCompletion is >> compatible with RT 4.0 since most of the functionality (although not the >> LDAP parts) was merged to core. >> > > Sorry I forgot to mentions the versions. > > I am using RT 3.8.2 / mod_ssl/2.2.11 OpenSSL/0.9.8p mod_perl/2.0.3 > Perl/v5.8.8 > I still like some help on this. > > > >> If you're indeed on 4.0, perhaps you want to look into >> RT::Extension::LDAPImport instead so that your LDAP info is sync'd >> locally into RT and the standard autocompletion will work. This means >> your RT user info from ExternalAuth will also always be up to date. >> > > > > -- > 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? > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed Jan 16 13:49:43 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 16 Jan 2013 10:49:43 -0800 Subject: [rt-users] Users simultaneously replying In-Reply-To: <734880065C42864497E3C234E772E19123ABCF968B@shem.pcnet.koorong.com.au> References: <734880065C42864497E3C234E772E19123ABCF968B@shem.pcnet.koorong.com.au> Message-ID: <50F6F647.1080306@bestpractical.com> On 01/14/2013 07:53 PM, Samuel Paris wrote: > Hi Guys > > We?ve recently started using RT for a department of about 15 users. > We?re having a problem where multiple users are simultaneously replying > to the same job. Is there a way to either: > > Change the status of a job when viewed? > > Lock the job when a reply is being written? > > Or any other suggestions to prevent this for happening? You can implement locking via RT's normal rights. Simply don't grant ModifyTicket or ReplyToTicket to anyone but the Owner role group, but make sure your Privileged users have the OwnTicket right. Now in order to make changes to the ticket, they'll need to take it first by claiming ownership. Anyone who isn't the Owner won't be able to modify it. From ruz at bestpractical.com Wed Jan 16 14:47:44 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 16 Jan 2013 23:47:44 +0400 Subject: [rt-users] Creating ticket dependent on browser ! In-Reply-To: References: Message-ID: Hi, Rich Text Editor that is shipped with RT 3.8 doesn't work with FF 18. Try to google archives. I think we have a fix, but can not find it and don't have time to dig more :) On Wed, Jan 16, 2013 at 7:28 PM, wrote: > Hello, > > Using RT 3.8.10 on Solaris with Authentication against Microsoft Active > Directory, I?ve encountered an odd behaviour. > > > > I?ve allowed the users to create tickets in one queue (by granting SeeQueue > and CreateTicket). > > When I try to create the ticket with my account (which BTW is RT superuser) > with Internet Explorer 8, it works. > > With the *same* user under Firefox (18.0), it doesn?t work, the queue is > simply not displayed in the scrollable menu when you want to choose the > destination queue ! > > > > I even compared the source code and the only difference is the presence (on > IE8) and absence (on FF) of a couple of lines : > > > > > > Any idea how to debug this ? Could something be corrupt in the user profile > ? > > > > Thanks in advance. > > > > Lo?c Mah? > > Toulouse, France -- Best regards, Ruslan. From relst at relst.nl Wed Jan 16 15:08:48 2013 From: relst at relst.nl (Remy van Elst) Date: Wed, 16 Jan 2013 21:08:48 +0100 Subject: [rt-users] Find ticket numbers of tickets with large attachments Message-ID: <20130116200846.GB15235@gmail.com> Hello, I'm trying to find the ticket numbers of large attachments in my RT instance. It is RT 4.0.8 running on Ubuntu 12.04, and I'm the root user for this search quest. I've constructed the following MySQL query: select t.ObjectID,i.Subject from Attachments i LEFT OUTER JOIN Transactions t on t.ObjectId = i.id where LENGTH(CONTENT) > 40000; which would hopefully return the attachment ticket number. I've read on this message: http://lists.bestpractical.com/pipermail/rt-users/2007-June/046395.html "The Attachments:TransactionId column points to a Transactions record whose Transactions:ObjectId column contains the ticket number." but when searching in RT for a ticket number returned by the SQL query it gives me a "Ticket does not found" error. Also, after ObjectId 65535 the returned ObjectID's are displayed as NULL in the query result. How can I get the ticket numbers which have attachments larger than 4 MB? What am I doing wrong, or overlooking? Sincerely, From ruz at bestpractical.com Wed Jan 16 15:21:15 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 17 Jan 2013 00:21:15 +0400 Subject: [rt-users] Find ticket numbers of tickets with large attachments In-Reply-To: <20130116200846.GB15235@gmail.com> References: <20130116200846.GB15235@gmail.com> Message-ID: Hi, Attachments.TransactionId = Transactions.id, Transactions.ObjectId = Tickets.id WHERE Transactions.ObjectType = 'RT::Ticket'. On Thu, Jan 17, 2013 at 12:08 AM, Remy van Elst wrote: > Hello, > > I'm trying to find the ticket numbers of large attachments in my RT > instance. It is RT 4.0.8 running on Ubuntu 12.04, and I'm the root user > for this search quest. > > I've constructed the following MySQL query: > > select t.ObjectID,i.Subject from Attachments i LEFT OUTER JOIN > Transactions t on t.ObjectId = i.id where LENGTH(CONTENT) > 40000; > > which would hopefully return the attachment ticket number. > > I've read on this message: > http://lists.bestpractical.com/pipermail/rt-users/2007-June/046395.html > > "The Attachments:TransactionId column points to a > Transactions record whose Transactions:ObjectId column contains the > ticket number." > > but when searching in RT for a ticket number returned by the SQL query > it gives me a "Ticket does not found" error. Also, after ObjectId 65535 > the returned ObjectID's are displayed as NULL in the query result. > > How can I get the ticket numbers which have attachments larger than 4 > MB? What am I doing wrong, or overlooking? > > Sincerely, > -- Best regards, Ruslan. From falcone at bestpractical.com Wed Jan 16 15:56:08 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 16 Jan 2013 15:56:08 -0500 Subject: [rt-users] Creating ticket dependent on browser ! In-Reply-To: References: Message-ID: <20130116205608.GA1493@jibsheet.com> On Wed, Jan 16, 2013 at 11:47:44PM +0400, Ruslan Zakirov wrote: > Rich Text Editor that is shipped with RT 3.8 doesn't work with FF 18. > Try to google archives. I think we have a fix, but can not find it and > don't have time to dig more :) Ruz - Assuming you're thinking of this https://github.com/bestpractical/rt/commit/08ae31080d1ddf95b30a73e6ec8af909a68f4030 That was in 3.8.10. For the original author: > > Using RT 3.8.10 on Solaris with Authentication against Microsoft Active > > Directory, I?ve encountered an odd behaviour. > > > > When I try to create the ticket with my account (which BTW is RT superuser) > > with Internet Explorer 8, it works. > > > > With the *same* user under Firefox (18.0), it doesn?t work, the queue is > > simply not displayed in the scrollable menu when you want to choose the > > destination queue ! How are you doing the auth? mod_auth_kerb? RT-Authen-ExternalAuth? Please note that on 3.8 we cached queues aggressively, so if you are picking up an existing session on FF you'd get a stale queue list. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Jan 16 17:39:43 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 16 Jan 2013 17:39:43 -0500 Subject: [rt-users] [rt-announce] RT 4.0.9 Released Message-ID: <20130116223943.GC1413@jibsheet.com> I'm happy to announce that RT 4.0.9 is now available. http://download.bestpractical.com/pub/rt/release/rt-4.0.9.tar.gz http://download.bestpractical.com/pub/rt/release/rt-4.0.9.tar.gz.sig SHA1 sums 1adf162b2d73eb521b00f45e30ccea6fe193e604 rt-4.0.9.tar.gz ac76d9199cbeda986f9cea590177a4047840fc37 rt-4.0.9.tar.gz.sig This release contains a number of bugfixes since the 4.0.8 release. It also contains the first set of embargoed security tests fixed by patches released on 2012-05-22. These are the tests for vulnerabilities fixed in RT 4.0.6 and RT 3.8.12. This release requires a newer HTML::RewriteAttributes. You will be prompted to upgrade when upgrading RT or when manually running 'make test-dependencies'. If you have set a custom @JSFiles in RT_SiteConfig.pm, you will need to amend this to include the new jquery.cookie.js file added to RT_Config.pm. See UPGRADING-4.0 for more details. Bugfixes * IE8/9 are encouraged never to use compatibility mode. * User autocompletes on Oracle now work. * Disabled personal groups hiding out from 3.8 are cleaned out. * When upgrading from 3.8 to 4.0 the article upgrade points to the correct upgrading documentation. * Restore the link to a Queue's History. * Stop manually deleting Custom Field Values in the REST API, use the standard RT API calls. * Avoid Devel::StackTrace 1.28 and 1.29 which are known to break RT. * Don't show the full login page to mobile clients. * Refresh your Localization preferences on each page load. * TicketSQL containing Queue = 'Nonexistant Queue' will not generate invalid SQL. * Fix an error deleting Custom Field Values on some installs. * Ensure that leading newlines on Templates are preserved, despite browsers stripping them. * Eliminate a potential deadlock on large emails when using GPG. * Handle emails in unknown charsets better. * Fix GPG Error templates that used reference passing. * Make Configuration written by the installer consistent and skip some keys. * Log better error messages and fewer warnings with parsing unparseable sender email addresses. * Add a missing table element to the Outgoing Mail element. * Allow 'requestors' on REST ticket creation because it was allowed in 3.8 (earlier versions of 4.0 only allowed requestor as a key). * Fix loading of _Vendor and _Local files in plugins. * Remove menu/page overlapping that prevented clicking on some links. * Handle invalid/unindexable Full Text Search records in Pg better. * Allow users without the ExecuteCode right to create Simple templates. * Ensure that templates which use heredocs won't have mysterious failures. * Fix null and NULL to work interchangeably in TicketSQL. * No longer match on an english string on the Jumbo page. This would result in the Comment/Correspond textarea remaining populated if using RT in a non-english locale. * Remove even more old REST restrictions on Custom Field, Queue and other object names. * Avoid warnings when building the menu on pages with invalid Queues or other objects. * Saved Search descriptions can safely contain [] without running afoul of the localization infrastructure. * Allow setting a Queue's Lifecycle back to 'default'. * Stop using HTML::Mason's cache_self method. It caused some rendering bugs with GnuPG keys and won't be fixed by upstream. * Fix "RefersTo is NULL" and "Requestor is NULL" to work properly in TicketSQL (before we only checked for "IS NULL"). * Instead of localizing "Owner Name" in the charting UI, instead localize the words separately. * When overriding $HomepageComponents or other reference config types in RT_SiteConfig.pm, the name would not render properly on Configuration.html. * Clean up session lockfiles because Apache::Session::File doesn't. * Improve Custom Field Upload rendering when multiple files have been uploaded. * Bust the cache used by the SelectQueue widget when a Queue's name changes. * Dates on the Bulk Update page such as Due, Told, etc are now rendered as DateTimes. Features * The Rights Editor now keeps track of the user/group and tab selected when submitting and switching between states. * Allow bookmarking tickets from the mobile interface. * Warn less when your RT is behind a proxy. * New CheckMoreMSMailHeaders config option that tries harder to detect outlook and repair weird linespacing issues in text parts. * New callbacks to add more information to the Outgoing Mail elements. * When listing statuses for multiple Queues/Lifecycles, group statuses by Lifecycle (collapsing Lifecycles with identical Status lists). This provides a more navigable status list on pages such as the Bulk Update. * Improve performance of shrink_cgm_table.pl and shrink_transactions_table.pl by processing more rows at a time. * When updating fields that contain lots of text (such as templates) don't display the entire contents of the template. * Add Custom Field styling and a callback to easily add CFs in the mobile UI. * Search Results that display many Custom Fields across many ticket rows will now cache Custom Field objects and make fewer database queries. * Extensions that use ExtractTicketId can now cleanly alter the subject of the ticket. * New callbacks at the beginning and end of search results. * Record an X-RT-Interface header to track how a ticket was created. * Improve dashboard rendering in Outlook and Lotus Notes by scrubbing JavaScript and not including the print styles. * Update messages to include the user being affected rather than saying "Added principal" or "That principal". * Provide add_after and add_before convenience methods for extensions adding new menus to RT. * Display examples of the Date Format preferences in the user's timezone to make it clearer which formats are defined as UTC and which aren't. * Users changing their password can now hit enter and not submit the Auth Token Reset form. * When users move a ticket from Queue A to Queue B and no longer have the ability to see the ticket in Queue B, RT will still display a message confirming that the move happened. Documentation * Lifecycle documentation separate from the RT_Config.pm docs. * Document how to use the Style Editor and how to add your own CSS. * Document basic approvals configuration. * Improve documentation and examples for CreateTickets action * Improvements to the Article setup/usage documentation. * Clean up extraneous quotes in our POD. * New documentation on recommended backup procedures. * Remove some erroneous documentation in the REST interface. * New documentation for the initialdata file format. Development * Improve SQL logging on record creation and the autocompleter. * Improve the debugging mason errors to include a stack trace. * Ensure tests never run in the local locale (which can cause interesting failures). * Catch and error if we throw warnings in tests. * The rt-apache tool now accepts "." so you can easily run from a git checkout. * Enforce internal policies on the repository with 99-policy.t. * Inline test server now clears the callback cache between tests. git log rt-4.0.8..rt-4.0.9 or visiting https://github.com/bestpractical/rt/compare/rt-4.0.8...rt-4.0.9 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From relst at relst.nl Wed Jan 16 23:43:54 2013 From: relst at relst.nl (Remy van Elst) Date: Thu, 17 Jan 2013 05:43:54 +0100 Subject: [rt-users] Find ticket numbers of tickets with large attachments In-Reply-To: References: <20130116200846.GB15235@gmail.com> Message-ID: <700F2298-79F0-48A6-A86E-1C56A69FB22B@relst.nl> Hy Rus, How would I apply the query you listed to the query I listed? I'm not sure how to combine the two. Op Jan 16, 2013, om 9:21 PM heeft Ruslan Zakirov het volgende geschreven: > Hi, > > Attachments.TransactionId = Transactions.id, Transactions.ObjectId = > Tickets.id WHERE Transactions.ObjectType = 'RT::Ticket'. > > On Thu, Jan 17, 2013 at 12:08 AM, Remy van Elst wrote: >> Hello, >> >> I'm trying to find the ticket numbers of large attachments in my RT >> instance. It is RT 4.0.8 running on Ubuntu 12.04, and I'm the root user >> for this search quest. >> >> I've constructed the following MySQL query: >> >> select t.ObjectID,i.Subject from Attachments i LEFT OUTER JOIN >> Transactions t on t.ObjectId = i.id where LENGTH(CONTENT) > 40000; >> >> which would hopefully return the attachment ticket number. >> >> I've read on this message: >> http://lists.bestpractical.com/pipermail/rt-users/2007-June/046395.html >> >> "The Attachments:TransactionId column points to a >> Transactions record whose Transactions:ObjectId column contains the >> ticket number." >> >> but when searching in RT for a ticket number returned by the SQL query >> it gives me a "Ticket does not found" error. Also, after ObjectId 65535 >> the returned ObjectID's are displayed as NULL in the query result. >> >> How can I get the ticket numbers which have attachments larger than 4 >> MB? What am I doing wrong, or overlooking? >> >> Sincerely, >> > > > > -- > Best regards, Ruslan. From Loic.Mahe at rsi.fr Thu Jan 17 02:02:11 2013 From: Loic.Mahe at rsi.fr (Loic.Mahe at rsi.fr) Date: Thu, 17 Jan 2013 08:02:11 +0100 Subject: [rt-users] Creating ticket dependent on browser ! References: <20130116205608.GA1493@jibsheet.com> Message-ID: Hello, Authentication is done with RT::Authen::ExternalAuth. I had to fully empty FF's cache in order to have a correct queue list in the ticket creation. All is fine now. Maybe an entry in the FAQ could mention this ? Are queues still cached in RT 4.x ? Thanks for your answers and have a nice day. Lo?c Mah? Toulouse, France -----Message d'origine----- De?: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] De la part de Kevin Falcone Envoy??: mercredi 16 janvier 2013 21:56 ??: rt-users at lists.bestpractical.com Objet?: Re: [rt-users] Creating ticket dependent on browser ! Lo?c Mah? Toulouse, France On Wed, Jan 16, 2013 at 11:47:44PM +0400, Ruslan Zakirov wrote: > Rich Text Editor that is shipped with RT 3.8 doesn't work with FF 18. > Try to google archives. I think we have a fix, but can not find it and > don't have time to dig more :) Ruz - Assuming you're thinking of this https://github.com/bestpractical/rt/commit/08ae31080d1ddf95b30a73e6ec8af909a68f4030 That was in 3.8.10. For the original author: > > Using RT 3.8.10 on Solaris with Authentication against Microsoft Active > > Directory, I've encountered an odd behaviour. > > > > When I try to create the ticket with my account (which BTW is RT superuser) > > with Internet Explorer 8, it works. > > > > With the *same* user under Firefox (18.0), it doesn't work, the queue is > > simply not displayed in the scrollable menu when you want to choose the > > destination queue ! How are you doing the auth? mod_auth_kerb? RT-Authen-ExternalAuth? Please note that on 3.8 we cached queues aggressively, so if you are picking up an existing session on FF you'd get a stale queue list. -kevin From relst at relst.nl Thu Jan 17 08:35:45 2013 From: relst at relst.nl (Remy van Elst) Date: Thu, 17 Jan 2013 14:35:45 +0100 Subject: [rt-users] Find ticket numbers of tickets with large attachments Message-ID: <20130117133544.GA42207@gmail.com> Hy Rus, Tried some more stuff, now it is working. Thanks! The Query: mysql> SELECT DISTINCT Transactions.ObjectId,Attachments.Subject FROM Attachments LEFT OUTER JOIN Transactions ON Transactions.Id = Attachments.TransactionId WHERE Transactions.ObjectType = 'RT::Ticket' AND LENGTH(Attachments.Content) > 4000000; Written it down for other people who might have the same problem: https://raymii.org/s/tutorials/RT_find__and_delete_big_attachments.html Sincerely, From mike.johnson at nosm.ca Thu Jan 17 10:35:52 2013 From: mike.johnson at nosm.ca (Mike Johnson) Date: Thu, 17 Jan 2013 10:35:52 -0500 Subject: [rt-users] Cut and Paste from word with IE9 Message-ID: Has anyone else had an issue with cut/paste from a Word document into RT using IE9? Many of my users are reporting that the webpage freezes when they attempt to do this. It looks like it has something to do with the special character filter that pops up. If you switch IE9 to IE8 mode, it works fine(there is no way to force IE8 mode on restarts of IE9). Chrome works fine, haven't tested firefox yet. Has this been brought up before? I couldn't seem to find it googling. Thanks! Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.johnson at nosm.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From chris.lasater at oracle.com Thu Jan 17 11:11:33 2013 From: chris.lasater at oracle.com (Chris Lasater) Date: Thu, 17 Jan 2013 11:11:33 -0500 Subject: [rt-users] Set Mailgate to not Create Tickets Message-ID: <1358439093.6448.9.camel@W04263.oraclecorp.com> Hi, Is there a way to set rt-mailgate to not create tickets, but still allow it to correspond/reply? I have a queue I want people to create tickets for in the web interface to ensure that the mandatory custom fields are set, but I also want people to be able to communicate using emails afterwards. Thanks, Chris -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexander.reintzsch at netsystem.de Thu Jan 17 11:26:31 2013 From: alexander.reintzsch at netsystem.de (Alexander Reintzsch) Date: Thu, 17 Jan 2013 17:26:31 +0100 Subject: [rt-users] apache2 freezes on certain requests Message-ID: <50F82637.70207@netsystem.de> Hi all, I have RT running on a Centos 5.8, apache2, perl 5.8.8, mod_perl 2.0.4, mysql 5.0.95 virtual machine. I use ldap to authentify users. It's been working for some time (~15 month), but after a patching of perl last month the system seems to be a little bit messed up. Debugging is turned on to the fullest, in apache2, mysql, perl and rt itself. But this couldn't help me in anyway so far, since there is no output. :-( Maybe you can give me a push to the right direction. All dependencies are met, when I check sbin/rt-test-dependencies --verbose --with-mysql --with-modperl2 --with-dev. (see below) In ticketview the apache doesn't give a reply and uses 100% of the processor (I run 'top' to check that). But this only happens on Ticket/ModifyPeople.html?id=4518 and Ticket/Display.html?Action=Take;id=4518 and on clicking "Save Changes" when I change the owner of the ticket in Ticket/ModifyAll.html?id=4518 Also the server only sends part of the mask and then freezes when I call Ticket/Update.html?Action=Comment;id=4518 Here the last lines of code are: "Attach:
" but not when I call Ticket/Update.html?Action=Respond;id=4518 There everything works fine, it seems. So, I'm really puzzled and have no clue about how to manage this problem and make the RT running again. So, I guess it might have something to do with rights, but I just cannot figure out what. Because this happens when I'm logged in as root as well. And I thought that root has global rights. I also had some problems with my scrips on creating tickets after changing from version 4.0.6 to 4.0.7 that I couldn't solve, so I turned them of. Then at least the ticket creation worked again. Any help is highly appreciated. Here the print from sbin/rt-test-dependencies --verbose --with-mysql --with-modperl2 --with-dev perl: >=5.8.3(5.8.8) ...found users: rt group (rt) ...found bin owner (root) ...found libs owner (root) ...found libs group (bin) ...found web owner (www) ...found web group (www) ...found CLI dependencies: Term::ReadKey ...found Getopt::Long >= 2.24 ...found HTTP::Request::Common ...found Term::ReadLine ...found Text::ParseWords ...found LWP ...found CORE dependencies: DateTime >= 0.44 ...found Class::ReturnValue >= 0.40 ...found Text::Quoted >= 2.02 ...found Regexp::IPv6 ...found HTML::TreeBuilder ...found CSS::Squish >= 0.06 ...found Encode >= 2.39 ...found DateTime::Locale >= 0.40 ...found Module::Versions::Report >= 1.05 ...found MIME::Entity >= 5.425 ...found Digest::SHA ...found List::MoreUtils ...found DBI >= 1.37 ...found Locale::Maketext::Lexicon >= 0.32 ...found Devel::StackTrace >= 1.19 ...found Digest::base ...found HTML::FormatText ...found Text::Password::Pronounceable ...found Devel::GlobalDestruction ...found Time::ParseDate ...found File::Temp >= 0.19 ...found Locale::Maketext >= 1.06 ...found Tree::Simple >= 1.04 ...found Text::Template >= 1.44 ...found Scalar::Util ...found HTML::Quoted ...found HTML::Scrubber >= 0.08 ...found File::Spec >= 0.8 ...found DBIx::SearchBuilder >= 1.59 ...found Sys::Syslog >= 0.16 ...found Mail::Mailer >= 1.57 ...found File::ShareDir ...found Regexp::Common ...found Digest::MD5 >= 2.27 ...found Cache::Simple::TimedExpiry ...found File::Glob ...found Class::Accessor >= 0.34 ...found Locale::Maketext::Fuzzy ...found Time::HiRes ...found Text::Wrapper ...found Regexp::Common::net::CIDR ...found Net::CIDR ...found Log::Dispatch >= 2.23 ...found UNIVERSAL::require ...found Email::Address ...found DASHBOARDS dependencies: HTML::RewriteAttributes >= 0.05 ...found URI >= 1.59 ...found MIME::Types ...found DEV dependencies: Plack::Middleware::Test::StashWarnings >= 0.06 ...found Log::Dispatch::Perl ...found Test::NoWarnings ...found Test::Email ...found Test::Builder >= 0.90 ...found Email::Abstract ...found Test::Deep ...found Test::LongString ...found HTML::Form ...found Module::Refresh >= 0.03 ...found WWW::Mechanize >= 1.52 ...found String::ShellQuote ...found Test::MockTime ...found XML::Simple ...found HTML::TokeParser ...found File::Find ...found Test::WWW::Mechanize::PSGI ...found Test::Expect >= 0.31 ...found Test::Warn ...found Test::WWW::Mechanize >= 1.30 ...found GD dependencies: GD::Text ...found GD ...found GD::Graph ...found GPG dependencies: PerlIO::eol ...found GnuPG::Interface ...found ICAL dependencies: Data::ICal ...found MAILGATE dependencies: Pod::Usage ...found Getopt::Long ...found LWP::UserAgent ...found MASON dependencies: Storable >= 2.08 ...found CSS::Squish >= 0.06 ...found Apache::Session >= 1.53 ...found Errno ...found Devel::StackTrace >= 1.19 ...found IPC::Run3 ...found CGI::Cookie >= 1.20 ...found Text::WikiFormat >= 0.76 ...found XML::RSS >= 1.05 ...found HTML::Mason >= 1.43 ...found Digest::MD5 >= 2.27 ...found JSON ...found MODPERL2 dependencies: Apache::DBI ...found HTML::Mason >= 1.36 ...found MYSQL dependencies: DBD::mysql >= 2.1018 ...found PSGI dependencies: CGI::Emulate::PSGI ...found CGI >= 3.38 ...found CGI::PSGI >= 0.12 ...found HTML::Mason::PSGIHandler >= 0.52 ...found Plack >= 0.9971 ...found Plack::Handler::Starlet ...found SMTP dependencies: Net::SMTP ...found USERLOGO dependencies: Convert::Color ...found All dependencies have been found. -- Thank you very much, everybody for reading until here. Any help is welcome. Cheers, Alex -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 553 bytes Desc: OpenPGP digital signature URL: From ddm at bartol.udel.edu Thu Jan 17 12:49:17 2013 From: ddm at bartol.udel.edu (Daniel De Marco) Date: Thu, 17 Jan 2013 12:49:17 -0500 Subject: [rt-users] RT-Extension-DueButtons Message-ID: <20130117174917.GA1335@yakko.bartol.udel.edu> Hi All, I wrote a trivial extension to add buttons to the Dates panel in the ticket display to quickly set the due date of the ticket to tomorrow, next week or next month. If anyone is interested it's at https://github.com/leinaddm/RT-Extension-DueButtons Daniel. From alexander.reintzsch at netsystem.de Thu Jan 17 12:51:09 2013 From: alexander.reintzsch at netsystem.de (Alexander Reintzsch) Date: Thu, 17 Jan 2013 18:51:09 +0100 Subject: [rt-users] apache2 freezes on certain requests In-Reply-To: <50F82637.70207@netsystem.de> References: <50F82637.70207@netsystem.de> Message-ID: <50F83A0D.3010800@netsystem.de> Me again, I did some more research in this case and edited share/html/Ticket/Update.html <& /Ticket/Elements/AddAttachments, %ARGS, TicketObj => $TicketObj &> Hello World <& /Elements/Submit, Label => loc('Update Ticket'), Name => 'SubmitTicket', id => 'SubmitTicket' &> I inserted "Hello" "World". But when I call Ticket/Update.html?Action=Comment;id=4518 it only prints "Hello
" Though with Ticket/Update.html?Action=Respond;id=4518 it prints "Hello
World" So I guess the apache, perl, mason, or which one ever does this magic stops on processing the I have no clue about this syntax and what it means or where I can do more checks, so I need you help. And I hope I could help you with this bit of an analysis. Cheers, Alex -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 553 bytes Desc: OpenPGP digital signature URL: From subs at christiantena.net Thu Jan 17 12:30:09 2013 From: subs at christiantena.net (Philip) Date: Thu, 17 Jan 2013 17:30:09 +0000 Subject: [rt-users] Company keeps changing is name/email addresses -> User creation failed in mailgateway: Name in use? Message-ID: <50F83521.5040309@christiantena.net> Hi I am using RT 4.0.5-3 from debian squeeze-backports and ExternalAuth I have the following LDAP settings, and RT is successfully authenticating users again Microsoft AD. my LDAP settings Set($ExternalAuthPriority, ['My_LDAP']); Set($ExternalInfoPriority, [ 'My_LDAP']); Set($AutoCreateNonExternalUsers, 1); I think maybe this shouldn't be necessary. Then the My_LDAP stuff including this:- 'attr_match_list' => ['Name','EmailAddress'], 'attr_map' => {'Name' => 'sAMAccountName','EmailAddress' => 'mail',} I have privileges users who can log into the the web GUI and work on tickets. I have autogenerated users who have emailed the system. They do not need the web GUI at all. In fact they don't have the ssl client cert that they would need to get to the server. The problem is that the company keeps changing its name, and so one person can have had me.person at x.co.uk, me.person at y.com and me.person at z.co.uk over the last two years. This same person would exist only once as mperson in AD. I think that this is why I often get this error when someone emails the system. [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: Autocreated on ticket submission, Disabled: 0, EmailAddress: me.person at z.xo.uk, Name: mperson, Password: , Privileged: 0, RealName: (/user/local/share/request-tracker4/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) [crit]: User creation failed in mailgateway: Name in use (/usr/localshare/request-tracker4/lib/RT/Interface/Email.pm:245) [warning]: Couldn't load user 'me.person at z.co.uk'. giving up I am tempted to remove 'Name' from the attr_match_list but I'm not exactly sure what will happen. Additionally the privileged users are using their AD username on the GUI login which I guess is the same as sAMAccountName. I have noticed that when open a privileged user opens a ticket that RT will attempt to display the users real name or AD username rather than their email address, but actually I don't need it to do that. To be honest the only reason for the AD connection is so that I don't have to do password management for privileged users. I don't think that I need AD lookup for non-privileged users at all. Is it easy to have one without the other? I also had a look in Email.pm and under sub CreateUser if has things like Name => ( $Username || $Address ), EmailAddress => $Address, RealName => $Name which I'm afraid I don't understand. Can anyone explain to me what "name" actually means in the context of the error log "Name in use"? Can anyone tell me maybe how I get RT to treat the three email addresses but same AD username either in a way that RT can handle, or ignore the AD username and just use email address, or as three seperate users? or if there is some other solution, or if maybe I am barking up the wrong tree entirely. thanks, Philip From trs at bestpractical.com Thu Jan 17 14:31:49 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 17 Jan 2013 11:31:49 -0800 Subject: [rt-users] Cut and Paste from word with IE9 In-Reply-To: References: Message-ID: <50F851A5.4010104@bestpractical.com> On 01/17/2013 07:35 AM, Mike Johnson wrote: > Has anyone else had an issue with cut/paste from a Word document into RT > using IE9? RT version? > Many of my users are reporting that the webpage freezes when they > attempt to do this. It looks like it has something to do with the > special character filter that pops up. If you switch IE9 to IE8 mode, it > works fine(there is no way to force IE8 mode on restarts of IE9). Compat mode breaks other things in RT 4; in general, RT benefits from you using the latest and greatest IE you have. From falcone at bestpractical.com Thu Jan 17 14:36:22 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 17 Jan 2013 14:36:22 -0500 Subject: [rt-users] Creating ticket dependent on browser ! In-Reply-To: References: <20130116205608.GA1493@jibsheet.com> Message-ID: <20130117193622.GB1493@jibsheet.com> On Thu, Jan 17, 2013 at 08:02:11AM +0100, Loic.Mahe at rsi.fr wrote: > Authentication is done with RT::Authen::ExternalAuth. > > I had to fully empty FF's cache in order to have a correct queue list in the ticket creation. All is fine now. I suspect emptying the cache just cleared out your cookie and forced a reload. > Maybe an entry in the FAQ could mention this ? > Are queues still cached in RT 4.x ? This was a frequently asked question in 2010, but since the introduction of RT 4 (where I wrote code to avoid most of the queue caching problems) it comes up infrequently. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From trs at bestpractical.com Thu Jan 17 15:03:21 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 17 Jan 2013 12:03:21 -0800 Subject: [rt-users] RT-Extension-DueButtons In-Reply-To: <20130117174917.GA1335@yakko.bartol.udel.edu> References: <20130117174917.GA1335@yakko.bartol.udel.edu> Message-ID: <50F85909.60602@bestpractical.com> On 01/17/2013 09:49 AM, Daniel De Marco wrote: > Hi All, > > I wrote a trivial extension to add buttons to the Dates panel in the > ticket display to quickly set the due date of the ticket to tomorrow, > next week or next month. > > If anyone is interested it's at > https://github.com/leinaddm/RT-Extension-DueButtons You may be interested in using Module::Install::RTx to provide a standard Makefile.PL that can be used to install your extension to RT. See https://github.com/bestpractical/rt/blob/e7d1df9/docs/writing-extensions.pod for work-in-progress documentation on writing extensions; it covers the Module::Install::RTx parts. From jim.lesinski at gmail.com Thu Jan 17 15:29:53 2013 From: jim.lesinski at gmail.com (Jim Lesinski) Date: Thu, 17 Jan 2013 15:29:53 -0500 Subject: [rt-users] Using RT for tickets opened by phone - RT 4.0.8 Message-ID: Hello, What is the process that people are using to add new users to the RT system when taking a phone call? For example you receive a call from a person who is not currently in the RT users list. Would your helpdesk agent then go to Tools - Configuration - Users - Create and create a new user profile, and then go back and create a new ticket for that user? Or, would you simply configure the system to create a profile when entering a new email address in a ticket and go back and update information after taking the call? The process seems a bit disconnected, which seems most likely due to RT's email based origin. It would be great if there was a way to create a user profile from the ticket screen. I am just wondering how people are handling this when taking a call. Thanks! Jim -------------- next part -------------- An HTML attachment was scrubbed... URL: From ddm at bartol.udel.edu Thu Jan 17 15:33:26 2013 From: ddm at bartol.udel.edu (Daniel De Marco) Date: Thu, 17 Jan 2013 15:33:26 -0500 Subject: [rt-users] RT-Extension-DueButtons In-Reply-To: <50F85909.60602@bestpractical.com> References: <20130117174917.GA1335@yakko.bartol.udel.edu> <50F85909.60602@bestpractical.com> Message-ID: <20130117203326.GA6006@yakko.bartol.udel.edu> Thanks, I'll look into it. Daniel. * Thomas Sibley [01/17/2013 15:03]: > On 01/17/2013 09:49 AM, Daniel De Marco wrote: > > Hi All, > > > > I wrote a trivial extension to add buttons to the Dates panel in the > > ticket display to quickly set the due date of the ticket to tomorrow, > > next week or next month. > > > > If anyone is interested it's at > > https://github.com/leinaddm/RT-Extension-DueButtons > > You may be interested in using Module::Install::RTx to provide a > standard Makefile.PL that can be used to install your extension to RT. > > See > https://github.com/bestpractical/rt/blob/e7d1df9/docs/writing-extensions.pod > for work-in-progress documentation on writing extensions; it covers the > Module::Install::RTx parts. From bluethundr at gmail.com Thu Jan 17 16:16:27 2013 From: bluethundr at gmail.com (Tim Dunphy) Date: Thu, 17 Jan 2013 16:16:27 -0500 Subject: [rt-users] RT Command Line Message-ID: Hello list, Simple question for you. If I wanted to run the RT command line from my local computer (which is a mac), it is necessary to install the full RT first? Or is it possible to download the RT CLI separately? Thanks Tim -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jan 17 17:04:15 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 17 Jan 2013 17:04:15 -0500 Subject: [rt-users] RT Command Line In-Reply-To: References: Message-ID: <20130117220415.GC1493@jibsheet.com> On Thu, Jan 17, 2013 at 04:16:27PM -0500, Tim Dunphy wrote: > Simple question for you. If I wanted to run the RT command line from my local computer (which > is a mac), it is necessary to install the full RT first? Or is it possible to download the RT > CLI separately? You do not need all of RT, but I'm not aware of a separate packaging for bin/rt. You can scp your.rt.server:/opt/rt4/bin/rt down to your Mac and then install the few non-core dependencies that it has (you can see them listed around line 65 or so of bin/rt). If you don't have access to your RT server, you could download the RT tarball and take the copy of bin/rt inside it, which is configured to use #!/usr/bin/perl. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jan 17 17:05:59 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 17 Jan 2013 17:05:59 -0500 Subject: [rt-users] RTx Statistics year limit to 2012 In-Reply-To: References: Message-ID: <20130117220559.GD1493@jibsheet.com> On Thu, Jan 10, 2013 at 04:20:52PM +0000, Rodrigo de Campos wrote: > In the company where I am working, we are using the the version 3.6.1 of Request Tracker (for > specific reasons we are not going to upgrade it right now). Also, we are using the plugin RTx > Statistics and that's where my problem relies. > > As I understand, this plugin is no longer maintained and the last version supported displays > the maximum year of 2012. Check the URL > [1]https://LOCALHOST/rt/RTx/Statistics/CallsQueueDay/index.html > > As well as the lib: > /usr/local/share/request-tracker3.6/RTx-Statistics-0.1.8/lib/RTx/Statistics.pm? ? (grep for > 2012) > > I don't really know how can we increase the years, so we can continue using this version. I > could spend some days learning the ins and outs from this specific project but I'm not really > very knowledgeable IN PERL, plus my time is short. > > So, anyone on the list good with PERL and that understand how this project works?? If yes, > please guide me on which files should I modify in order to generate statistics to 2013. This appears to be a bug in the module (it's not a Best Practical module, so I have no idea what the history is). If you open up that Statistics.pm file you found, there will be a @years line and you should add more years to it (all the copies I've seen of it only go to 2010 so presumably someone at your work already updated it once before). -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From jim.lesinski at gmail.com Thu Jan 17 17:11:14 2013 From: jim.lesinski at gmail.com (Jim Lesinski) Date: Thu, 17 Jan 2013 17:11:14 -0500 Subject: [rt-users] rt-4.0.8 - Custom Field Values Sources will not change once selected Message-ID: Hello, I made a custom field values source to look up data directly from the database. My code is working well, however, once I select my custom code in the custom field settings under "Field values source:" and save my selection, I can then no longer edit the drop down value to select "Provide a list of values below" again. It seems that when clicking "Save Changes", it simply doesn't save the changes to the Field values source field. Image Attachment screenshot1 [image: Inline image 1] I looked at the customfields table in the database, and sure enough even after changing the settings the valuesclass field still contained RT::CustomFieldValues::Groups. I removed this value directly from the DB and the field then reverted back to "Provide a list of values below". Image Attachment Screenshot2 [image: Inline image 1] Can anyone else confirm this issue? If so I can open a bug. Thanks, Jim -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image.png Type: image/png Size: 38995 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image.png Type: image/png Size: 33154 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jan 17 17:42:15 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 17 Jan 2013 17:42:15 -0500 Subject: [rt-users] apache2 freezes on certain requests In-Reply-To: <50F83A0D.3010800@netsystem.de> References: <50F82637.70207@netsystem.de> <50F83A0D.3010800@netsystem.de> Message-ID: <20130117224215.GE1493@jibsheet.com> On Thu, Jan 17, 2013 at 06:51:09PM +0100, Alexander Reintzsch wrote: > Me again, I did some more research in this case and edited share/html/Ticket/Update.html Since you appear to be using GPG, the following patch included in 4.0.9 may help you (or may have no change at all) this is just a guess. https://github.com/bestpractical/rt/commit/f3e6b375b9899115df98a38278355d646aafec8a -kevin > <& /Ticket/Elements/AddAttachments, %ARGS, TicketObj => $TicketObj &> > Hello > World > > <& /Elements/Submit, Label => loc('Update Ticket'), Name => 'SubmitTicket', id => > 'SubmitTicket' &> > > I inserted "Hello" "World". But when I call > Ticket/Update.html?Action=Comment;id=4518 > > it only prints > "Hello
" > > Though with > Ticket/Update.html?Action=Respond;id=4518 > it prints > > "Hello
World" > So I guess the apache, perl, mason, or which one ever does this magic stops on processing the > > > I have no clue about this syntax and what it means or where I can do more checks, so I need > you help. And I hope I could help you with this bit of an analysis. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jan 17 17:45:55 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 17 Jan 2013 17:45:55 -0500 Subject: [rt-users] rt-4.0.8 - Custom Field Values Sources will not change once selected In-Reply-To: References: Message-ID: <20130117224555.GF1493@jibsheet.com> On Thu, Jan 17, 2013 at 05:11:14PM -0500, Jim Lesinski wrote: > I made a custom field values source to look up data directly from the database. My code is > working well, however, once I select my custom code in the custom field settings under "Field > values source:" and save my selection, I can then no longer edit the drop down value to select > "Provide a list of values below" again. It seems that when clicking "Save Changes", it simply > doesn't save the changes to the Field values source field. > I looked at the customfields table in the database, and sure enough even after changing the > settings the valuesclass field still contained RT::CustomFieldValues::Groups. I removed this > value directly from the DB and the field then reverted back to "Provide a list of values > below". > Can anyone else confirm this issue? If so I can open a bug. As far as I know, this is a known bug. The proposed patch has some flaws though. http://issues.bestpractical.com/Ticket/Display.html?id=18274 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From bluethundr at gmail.com Thu Jan 17 18:46:02 2013 From: bluethundr at gmail.com (Tim Dunphy) Date: Thu, 17 Jan 2013 18:46:02 -0500 Subject: [rt-users] RT Command Line In-Reply-To: <20130117220415.GC1493@jibsheet.com> References: <20130117220415.GC1493@jibsheet.com> Message-ID: Hey Kevin, That's awesome advice. Thanks, and I'll do that. I built the RT server and I really like working with it. Looking forward to getting more comfortable with the command line. I hear it's a bit more limited in what it can do than the web gui, but what it can do is allow you to process your tickets a lot faster. And yes we have a lot of them here. Regards, Tim On Thu, Jan 17, 2013 at 5:04 PM, Kevin Falcone wrote: > On Thu, Jan 17, 2013 at 04:16:27PM -0500, Tim Dunphy wrote: > > Simple question for you. If I wanted to run the RT command line from > my local computer (which > > is a mac), it is necessary to install the full RT first? Or is it > possible to download the RT > > CLI separately? > > You do not need all of RT, but I'm not aware of a separate packaging > for bin/rt. You can scp your.rt.server:/opt/rt4/bin/rt down to your > Mac and then install the few non-core dependencies that it has (you can > see them listed around line 65 or so of bin/rt). > > If you don't have access to your RT server, you could download the RT > tarball and take the copy of bin/rt inside it, which is configured to > use #!/usr/bin/perl. > > -kevin > -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -------------- next part -------------- An HTML attachment was scrubbed... URL: From jim.lesinski at gmail.com Thu Jan 17 19:17:21 2013 From: jim.lesinski at gmail.com (Jim Lesinski) Date: Thu, 17 Jan 2013 19:17:21 -0500 Subject: [rt-users] rt-4.0.8 - Custom Field Values Sources will not change once selected In-Reply-To: <20130117224555.GF1493@jibsheet.com> References: <20130117224555.GF1493@jibsheet.com> Message-ID: Thanks - That looks like the issue I am seeing too. On Thu, Jan 17, 2013 at 5:45 PM, Kevin Falcone wrote: > On Thu, Jan 17, 2013 at 05:11:14PM -0500, Jim Lesinski wrote: > > I made a custom field values source to look up data directly from the > database. My code is > > working well, however, once I select my custom code in the custom > field settings under "Field > > values source:" and save my selection, I can then no longer edit the > drop down value to select > > "Provide a list of values below" again. It seems that when clicking > "Save Changes", it simply > > doesn't save the changes to the Field values source field. > > > I looked at the customfields table in the database, and sure enough > even after changing the > > settings the valuesclass field still contained > RT::CustomFieldValues::Groups. I removed this > > value directly from the DB and the field then reverted back to > "Provide a list of values > > below". > > Can anyone else confirm this issue? If so I can open a bug. > > As far as I know, this is a known bug. The proposed patch has some > flaws though. > http://issues.bestpractical.com/Ticket/Display.html?id=18274 > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Jan 18 07:27:29 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 18 Jan 2013 16:27:29 +0400 Subject: [rt-users] Set Mailgate to not Create Tickets In-Reply-To: <1358439093.6448.9.camel@W04263.oraclecorp.com> References: <1358439093.6448.9.camel@W04263.oraclecorp.com> Message-ID: On Thu, Jan 17, 2013 at 8:11 PM, Chris Lasater wrote: > Hi, > Is there a way to set rt-mailgate to not create tickets, but still allow > it to correspond/reply? I have a queue I want people to create tickets for > in the web interface to ensure that the mandatory custom fields are set, but > I also want people to be able to communicate using emails afterwards. Only with code. A mail plugin can do it. > Thanks, > Chris -- Best regards, Ruslan. From ruz at bestpractical.com Fri Jan 18 07:36:03 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 18 Jan 2013 16:36:03 +0400 Subject: [rt-users] Find ticket numbers of tickets with large attachments In-Reply-To: <20130117133544.GA42207@gmail.com> References: <20130117133544.GA42207@gmail.com> Message-ID: Hi, I hoped you will do some leg work and figure this out. On Thu, Jan 17, 2013 at 5:35 PM, Remy van Elst wrote: > Hy Rus, > > Tried some more stuff, now it is working. Thanks! > > The Query: > > mysql> SELECT DISTINCT Transactions.ObjectId,Attachments.Subject FROM > Attachments LEFT OUTER JOIN Transactions ON Transactions.Id = > Attachments.TransactionId WHERE Transactions.ObjectType = 'RT::Ticket' > AND LENGTH(Attachments.Content) > 4000000; > > Written it down for other people who might have the same problem: > > https://raymii.org/s/tutorials/RT_find__and_delete_big_attachments.html > > Sincerely, -- Best regards, Ruslan. From subs at christiantena.net Fri Jan 18 07:55:14 2013 From: subs at christiantena.net (Philip) Date: Fri, 18 Jan 2013 12:55:14 +0000 Subject: [rt-users] how to dump out all users from database ? In-Reply-To: <50F83521.5040309@christiantena.net> References: <50F83521.5040309@christiantena.net> Message-ID: <50F94632.4070602@christiantena.net> Hi I am using RT 4.0.5-3 from debian squeeze-backports and ExternalAuth pointing at the company AD. I'm not much of a database admin. The database is mysql 5.1.63. Can someone tell me the commands that would tell me:- All users whether they are privileged or not? what RT thinks their AD username is? what RT thinks their email address is? thanks, Philip From ruz at bestpractical.com Fri Jan 18 08:12:58 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 18 Jan 2013 17:12:58 +0400 Subject: [rt-users] Using RT for tickets opened by phone - RT 4.0.8 In-Reply-To: References: Message-ID: On Fri, Jan 18, 2013 at 12:29 AM, Jim Lesinski wrote: > Hello, > > What is the process that people are using to add new users to the RT system > when taking a phone call? For example you receive a call from a person who > is not currently in the RT users list. Would your helpdesk agent then go to > Tools - Configuration - Users - Create and create a new user profile, and > then go back and create a new ticket for that user? > > Or, would you simply configure the system to create a profile when entering > a new email address in a ticket and go back and update information after > taking the call? > > The process seems a bit disconnected, which seems most likely due to RT's > email based origin. It would be great if there was a way to create a user > profile from the ticket screen. I am just wondering how people are handling > this when taking a call. > Well, your workflow just needs a plugin that puts create user form on create ticket form, so your call takers can do things quickier. One solution is to just put a link next to requestors input box that opens "create user" in new window and that window may put email back on form submit with some JS. May be a link would be enough to speed up things to point where it's not a big deal - this is like one file thing with 5 lines top. Another variant is to put a custom form right on the ticket create form. > Thanks! > Jim -- Best regards, Ruslan. From lists at pgs-info.de Fri Jan 18 09:35:25 2013 From: lists at pgs-info.de (Patrick G. Stoesser) Date: Fri, 18 Jan 2013 15:35:25 +0100 Subject: [rt-users] Problemwith rt-crontool: can't get it running Message-ID: <50F95DAD.5040203@pgs-info.de> Hello there, even after googleing and trying several hours I'm still stuck with rt-crontool. I'm running RT 4.0.7 via Backports on a Debian Squeeze system. RT istelfs works ok so far, but rt-crontool not. According to the manual, I have added a non-privileged system user (rtcron).This user is ingroup staff and www-data. Iadded a privileged RT user rtcron (setting UNIX login also to rtcron), gave this RT user the rights "ShowTicket" and "ModifyTicket". In cron I added @hourly * * * * * rtcron /usr/bin/rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg general --action RT::Action::LinearEscalate --verbose What happens: Nothing. The only thing: In syslog and in RTs log the call results in [warning]: Use of uninitialized value $args{"VALUE"} in join or string at /usr/share/request-tracker4/lib/RT/Tickets.pm line 2099. (/usr/share/request-tracker4/lib/RT/Tickets.pm:2099) [warning]: Use of uninitialized value $value in substitution (s///) at /usr/share/request-tracker4/lib/RT/Tickets.pm line 3403. (/usr/share/request-tracker4/lib/RT/Tickets.pm:3403) [warning]: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Tickets_SQL.pm line 262. (/usr/share/request-tracker4/lib/RT/Tickets_SQL.pm:262) At those lines there'snothing I could regognize as appearently broken. So at the moment, I'm completely stumped. Has anyone an idea? Thanks for all comments. Regards, Patrick From lists at pgs-info.de Fri Jan 18 09:53:25 2013 From: lists at pgs-info.de (Patrick G. Stoesser) Date: Fri, 18 Jan 2013 15:53:25 +0100 Subject: [rt-users] [SOLVED] Re: Problemwith rt-crontool: can't get it running In-Reply-To: <50F95DAD.5040203@pgs-info.de> References: <50F95DAD.5040203@pgs-info.de> Message-ID: <50F961E5.9090905@pgs-info.de> As often, just after I wrote to the list, I got a solution. I just opened the line specified in the error message once again and saw the comment "VALUE is a queue id or Name." In the cron line, I specified "--search-arg general". And so my idea was that maybe "general" is not "a queue id or Name". So I replaced "--search-arg general" with "--search-arg Level1" (Level1 is the Name of one of my queues). And what can I say: It works. At least for a Debian system, the wiki documentation is wrong. Regards, Patrick Am 18.01.2013 15:35, schrieb Patrick G. Stoesser: > Hello there, > > even after googleing and trying several hours I'm still stuck with > rt-crontool. > > I'm running RT 4.0.7 via Backports on a Debian Squeeze system. RT > istelfs works ok so far, but rt-crontool not. > > According to the manual, I have added a non-privileged system user > (rtcron).This user is ingroup staff and www-data. > Iadded a privileged RT user rtcron (setting UNIX login also to rtcron), > gave this RT user the rights "ShowTicket" and "ModifyTicket". > > In cron I added > @hourly * * * * * rtcron /usr/bin/rt-crontool --search > RT::Search::ActiveTicketsInQueue --search-arg general --action > RT::Action::LinearEscalate --verbose > > What happens: Nothing. The only thing: In syslog and in RTs log the call > results in > > [warning]: Use of uninitialized value $args{"VALUE"} in join or string > at /usr/share/request-tracker4/lib/RT/Tickets.pm line 2099. > (/usr/share/request-tracker4/lib/RT/Tickets.pm:2099) > > [warning]: Use of uninitialized value $value in substitution (s///) at > /usr/share/request-tracker4/lib/RT/Tickets.pm line 3403. > (/usr/share/request-tracker4/lib/RT/Tickets.pm:3403) > > [warning]: Use of uninitialized value in concatenation (.) or string at > /usr/share/request-tracker4/lib/RT/Tickets_SQL.pm line 262. > (/usr/share/request-tracker4/lib/RT/Tickets_SQL.pm:262) > > At those lines there'snothing I could regognize as appearently broken. > So at the moment, I'm completely stumped. > > Has anyone an idea? > > Thanks for all comments. > > Regards, Patrick From falcone at bestpractical.com Fri Jan 18 10:01:42 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 18 Jan 2013 10:01:42 -0500 Subject: [rt-users] [SOLVED] Re: Problemwith rt-crontool: can't get it running In-Reply-To: <50F961E5.9090905@pgs-info.de> References: <50F95DAD.5040203@pgs-info.de> <50F961E5.9090905@pgs-info.de> Message-ID: <20130118150142.GG1493@jibsheet.com> On Fri, Jan 18, 2013 at 03:53:25PM +0100, Patrick G. Stoesser wrote: > As often, just after I wrote to the list, I got a solution. > > I just opened the line specified in the error message once again and > saw the comment "VALUE is a queue id or Name." In the cron line, I > specified "--search-arg general". And so my idea was that maybe > "general" is not "a queue id or Name". So I replaced "--search-arg > general" with "--search-arg Level1" (Level1 is the Name of one of my > queues). And what can I say: It works. > > At least for a Debian system, the wiki documentation is wrong. General is the name of the default Queue that RT ships to get you started. If you've disabled that Queue, then yes, lots of examples will be "wrong". -kevin > Am 18.01.2013 15:35, schrieb Patrick G. Stoesser: > >Hello there, > > > >even after googleing and trying several hours I'm still stuck with > >rt-crontool. > > > >I'm running RT 4.0.7 via Backports on a Debian Squeeze system. RT > >istelfs works ok so far, but rt-crontool not. > > > >According to the manual, I have added a non-privileged system user > >(rtcron).This user is ingroup staff and www-data. > >Iadded a privileged RT user rtcron (setting UNIX login also to rtcron), > >gave this RT user the rights "ShowTicket" and "ModifyTicket". > > > >In cron I added > >@hourly * * * * * rtcron /usr/bin/rt-crontool --search > >RT::Search::ActiveTicketsInQueue --search-arg general --action > >RT::Action::LinearEscalate --verbose > > > >What happens: Nothing. The only thing: In syslog and in RTs log the call > >results in > > > >[warning]: Use of uninitialized value $args{"VALUE"} in join or string > >at /usr/share/request-tracker4/lib/RT/Tickets.pm line 2099. > >(/usr/share/request-tracker4/lib/RT/Tickets.pm:2099) > > > >[warning]: Use of uninitialized value $value in substitution (s///) at > >/usr/share/request-tracker4/lib/RT/Tickets.pm line 3403. > >(/usr/share/request-tracker4/lib/RT/Tickets.pm:3403) > > > >[warning]: Use of uninitialized value in concatenation (.) or string at > >/usr/share/request-tracker4/lib/RT/Tickets_SQL.pm line 262. > >(/usr/share/request-tracker4/lib/RT/Tickets_SQL.pm:262) > > > >At those lines there'snothing I could regognize as appearently broken. > >So at the moment, I'm completely stumped. > > > >Has anyone an idea? > > > >Thanks for all comments. > > > >Regards, Patrick > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From lists at pgs-info.de Fri Jan 18 10:04:13 2013 From: lists at pgs-info.de (Patrick G. Stoesser) Date: Fri, 18 Jan 2013 16:04:13 +0100 Subject: [rt-users] [SOLVED] Re: Problemwith rt-crontool: can't get it running In-Reply-To: <20130118150142.GG1493@jibsheet.com> References: <50F95DAD.5040203@pgs-info.de> <50F961E5.9090905@pgs-info.de> <20130118150142.GG1493@jibsheet.com> Message-ID: <50F9646D.2010401@pgs-info.de> Aaaaaaall right! I understood "general" as "apply to all queues"... Regards,pgs Am 18.01.2013 16:01, schrieb Kevin Falcone: > On Fri, Jan 18, 2013 at 03:53:25PM +0100, Patrick G. Stoesser wrote: >> As often, just after I wrote to the list, I got a solution. >> >> I just opened the line specified in the error message once again and >> saw the comment "VALUE is a queue id or Name." In the cron line, I >> specified "--search-arg general". And so my idea was that maybe >> "general" is not "a queue id or Name". So I replaced "--search-arg >> general" with "--search-arg Level1" (Level1 is the Name of one of my >> queues). And what can I say: It works. >> >> At least for a Debian system, the wiki documentation is wrong. > > General is the name of the default Queue that RT ships to get you > started. > > If you've disabled that Queue, then yes, lots of examples will be > "wrong". > > -kevin > >> Am 18.01.2013 15:35, schrieb Patrick G. Stoesser: >>> Hello there, >>> >>> even after googleing and trying several hours I'm still stuck with >>> rt-crontool. >>> >>> I'm running RT 4.0.7 via Backports on a Debian Squeeze system. RT >>> istelfs works ok so far, but rt-crontool not. >>> >>> According to the manual, I have added a non-privileged system user >>> (rtcron).This user is ingroup staff and www-data. >>> Iadded a privileged RT user rtcron (setting UNIX login also to rtcron), >>> gave this RT user the rights "ShowTicket" and "ModifyTicket". >>> >>> In cron I added >>> @hourly * * * * * rtcron /usr/bin/rt-crontool --search >>> RT::Search::ActiveTicketsInQueue --search-arg general --action >>> RT::Action::LinearEscalate --verbose >>> >>> What happens: Nothing. The only thing: In syslog and in RTs log the call >>> results in >>> >>> [warning]: Use of uninitialized value $args{"VALUE"} in join or string >>> at /usr/share/request-tracker4/lib/RT/Tickets.pm line 2099. >>> (/usr/share/request-tracker4/lib/RT/Tickets.pm:2099) >>> >>> [warning]: Use of uninitialized value $value in substitution (s///) at >>> /usr/share/request-tracker4/lib/RT/Tickets.pm line 3403. >>> (/usr/share/request-tracker4/lib/RT/Tickets.pm:3403) >>> >>> [warning]: Use of uninitialized value in concatenation (.) or string at >>> /usr/share/request-tracker4/lib/RT/Tickets_SQL.pm line 262. >>> (/usr/share/request-tracker4/lib/RT/Tickets_SQL.pm:262) >>> >>> At those lines there'snothing I could regognize as appearently broken. >>> So at the moment, I'm completely stumped. >>> >>> Has anyone an idea? >>> >>> Thanks for all comments. >>> >>> Regards, Patrick >> From subs at christiantena.net Fri Jan 18 13:09:36 2013 From: subs at christiantena.net (Philip) Date: Fri, 18 Jan 2013 18:09:36 +0000 Subject: [rt-users] [SOLVED] how to dump out all users from database ? In-Reply-To: <50F94632.4070602@christiantena.net> References: <50F83521.5040309@christiantena.net> <50F94632.4070602@christiantena.net> Message-ID: <50F98FE0.6090903@christiantena.net> I managed to dump out usernames by logging in as root in the web GUI and doing a user search. Job done regards, Philip On 18/01/13 12:55, Philip wrote: > Hi > I am using RT 4.0.5-3 from debian squeeze-backports and ExternalAuth > pointing at the company AD. > > I'm not much of a database admin. The database is mysql 5.1.63. > > Can someone tell me the commands that would tell me:- > > All users > whether they are privileged or not? > what RT thinks their AD username is? > what RT thinks their email address is? > > thanks, Philip From subs at christiantena.net Fri Jan 18 13:22:11 2013 From: subs at christiantena.net (Philip) Date: Fri, 18 Jan 2013 18:22:11 +0000 Subject: [rt-users] [solved-ish] Company keeps changing is name/email addresses -> User creation failed in mailgateway: Name in use? In-Reply-To: <50F83521.5040309@christiantena.net> References: <50F83521.5040309@christiantena.net> Message-ID: <50F992D3.4010101@christiantena.net> I found that when I searched for users by select_user->email_address_matches->@companyy.com that there were two categories of user. 1. The username was a.person at companyy.com I think that these users had been created without a successful AD lookup. When such a person sent another email from a.person at companyz.co.uk RT treated them as a totally new user and now they exist twice. However the user isn't aware of this and it is all fine. 2. The username was bperson and their email address was b.person at companyy.com In this case it seems that when that user then sends an email from b.person at companyz.co.uk that RT does an AD lookup and figures out they are bperson but it can't update their email address or something... Anyway by changing their email address to b.person at companyz.co.uk it makes their account work again. This may all be linked to a time when AD lookups were unreliable. It seems that the ones that didn't work have two accounts but the better user experience. I would like to understand if there is a way that if someone has an existing account that matches an AD identity, and, if their email address changes, and when they send an email to RT if RT can find them in RT could it not update their email address automatically? thanks, Philip On 17/01/13 17:30, Philip wrote: > Hi > I am using RT 4.0.5-3 from debian squeeze-backports and ExternalAuth > > I have the following LDAP settings, and RT is successfully > authenticating users again Microsoft AD. > > my LDAP settings > Set($ExternalAuthPriority, ['My_LDAP']); > Set($ExternalInfoPriority, [ 'My_LDAP']); > Set($AutoCreateNonExternalUsers, 1); I think maybe this shouldn't be > necessary. > Then the My_LDAP stuff including this:- > 'attr_match_list' => ['Name','EmailAddress'], > 'attr_map' => {'Name' => 'sAMAccountName','EmailAddress' => 'mail',} > > I have privileges users who can log into the the web GUI and work on > tickets. > I have autogenerated users who have emailed the system. They do not need > the web GUI at all. In fact they don't have the ssl client cert that > they would need to get to the server. > > The problem is that the company keeps changing its name, and so one > person can have had me.person at x.co.uk, me.person at y.com and > me.person at z.co.uk over the last two years. This same person would exist > only once as mperson in AD. > > I think that this is why I often get this error when someone emails the > system. > [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning > Comments: Autocreated on ticket submission, Disabled: 0, EmailAddress: > me.person at z.xo.uk, Name: mperson, Password: , Privileged: 0, RealName: > (/user/local/share/request-tracker4/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) > > [crit]: User creation failed in mailgateway: Name in use > (/usr/localshare/request-tracker4/lib/RT/Interface/Email.pm:245) > [warning]: Couldn't load user 'me.person at z.co.uk'. giving up > > I am tempted to remove 'Name' from the attr_match_list but I'm not > exactly sure what will happen. Additionally the privileged users are > using their AD username on the GUI login which I guess is the same as > sAMAccountName. I have noticed that when open a privileged user opens a > ticket that RT will attempt to display the users real name or AD > username rather than their email address, but actually I don't need it > to do that. > > To be honest the only reason for the AD connection is so that I don't > have to do password management for privileged users. I don't think that > I need AD lookup for non-privileged users at all. Is it easy to have one > without the other? > > I also had a look in Email.pm and under sub CreateUser if has things > like Name => ( $Username || $Address ), EmailAddress => $Address, > RealName => $Name which I'm afraid I don't understand. > > Can anyone explain to me what "name" actually means in the context of > the error log "Name in use"? > > Can anyone tell me maybe how I get RT to treat the three email addresses > but same AD username either in a way that RT can handle, or ignore the > AD username and just use email address, or as three seperate users? or > if there is some other solution, or if maybe I am barking up the wrong > tree entirely. > > thanks, Philip From Angel.Vega at jhuapl.edu Fri Jan 18 15:19:23 2013 From: Angel.Vega at jhuapl.edu (Vega, Angel L.) Date: Fri, 18 Jan 2013 15:19:23 -0500 Subject: [rt-users] Attaching a Custom Data File to a New Ticket Message-ID: <068F06DC4D106941B297C0C5F9F446EA4908FA3A8C@aplesstripe.dom1.jhuapl.edu> Hello, I'm trying to attach a custom data file to a new ticket but it's not being saved once the ticket has been created. (The data file contains plain text and commands in JSON format and the custom file extension is ".punt"). I've tried extracting the content into a ".txt" file but the end result is the same. Does RT have any restrictions regarding file attachments? I would like to know if the issue is related to the file content or the file extension. Thanks, Angel -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Fri Jan 18 20:55:05 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 18 Jan 2013 17:55:05 -0800 Subject: [rt-users] Ignoring out of office emails In-Reply-To: <910CDE054EF7D24DBCA89A2EF88A404E35EB7628@phxmain-exmbx10> References: <910CDE054EF7D24DBCA89A2EF88A404E35EB7628@phxmain-exmbx10> Message-ID: <50F9FCF9.8080701@bestpractical.com> On 01/15/2013 03:26 PM, Brent Wiese wrote: > I have a powershell script that emails users (using the System.Net.Mail > class) and the ?From? address is set to our RT system, making it easier > for users to get help if needed. > > The problem is, people?s out-of-office responses are opening tickets. > > I added the ?Precendence: bulk? header after checking through the RT > lists as it looks like (at least in rt 3.x) it would filter those emails > out and not interact with tickets. But it?s not working. > > Is this no longer the case in RT4? Or does it not apply to ticket > creation? I can see the Precendence: bulk header being added in the > original email. > > I was hoping to not have to modify RT/procmail, but I can go that route. The Precedence: bulk header you set is on your outgoing mail, but such headers don't get automatically copied back into any replies. Outlook really shouldn't be autoresponding to mail with that Precedence header though. There may be magic Outlook headers documented somewhere that will prevent and autoreply, and that would be the simplest solution. (It may also be an option in the Exchange server.) Also, to clarify RT's behaviour: if RT _receives_ email with a Precedence: bulk header, it won't send any mail about that transaction back to the sender, but it still proceeds with any actions like ticket creation, etc. It doesn't just drop the mail. procmail would be an easy place to filter these out before they hit RT if you can't find the magic header to set for Outlook/Exchange (if any exists). Best of luck, Thomas From trs at bestpractical.com Fri Jan 18 20:57:56 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 18 Jan 2013 17:57:56 -0800 Subject: [rt-users] Ignoring out of office emails In-Reply-To: <910CDE054EF7D24DBCA89A2EF88A404E35EB7628@phxmain-exmbx10> References: <910CDE054EF7D24DBCA89A2EF88A404E35EB7628@phxmain-exmbx10> Message-ID: <50F9FDA4.9000406@bestpractical.com> On 01/15/2013 03:26 PM, Brent Wiese wrote: > I have a powershell script that emails users (using the System.Net.Mail > class) and the ?From? address is set to our RT system, making it easier > for users to get help if needed. > > The problem is, people?s out-of-office responses are opening tickets. > > I added the ?Precendence: bulk? header after checking through the RT > lists as it looks like (at least in rt 3.x) it would filter those emails > out and not interact with tickets. But it?s not working. Or perhaps you're just spelling the header wrong and Exchange would otherwise respect it. It's spelled "Precedence" not "Precendence". This may be the most likely case. :) From judy at epicenter.ucsd.edu Fri Jan 18 20:58:59 2013 From: judy at epicenter.ucsd.edu (Judy Gaukel) Date: Fri, 18 Jan 2013 17:58:59 -0800 Subject: [rt-users] RT Migration to new HW and version In-Reply-To: <1352902379.43335.YahooMailNeo@web122101.mail.ne1.yahoo.com> References: <1352869711.54525.YahooMailNeo@web133206.mail.ir2.yahoo.com> <1352902379.43335.YahooMailNeo@web122101.mail.ne1.yahoo.com> Message-ID: I have a sort of related question here -- we have an embarrassingly old version of RT on another server -- I am trying to install it on a new (Solaris 10) machine and see that openCSW no longer has mysql5rt --- and don't really know the tweaks that make mysql5 "mysql5rt". Where do people get their mysql5 for Solaris these days (gee - does anybody still use solaris?!)... Thanks, Judy On Wed, Nov 14, 2012 at 6:12 AM, kem cho wrote: > Those are the exact steps we took when we migrated to new HW and upgraded > to latest; except, we are using mysql instead of Oracle. We migrated from > 3.8 to 4.0.8 > Note: for step 4, I ran "make upgrade-database". It mentions this in README > > Good luck! > > > > *From:* Asanka Gunasekera > *To:* RT User List > *Sent:* Tuesday, November 13, 2012 11:08 PM > *Subject:* [rt-users] RT Migration to new HW and version > > Hi, I am running RT 4.0.1rc1 and I want to upgrade this to the latest in > the same time I need to do an upgrade on our HW too and Oracle 10g2. The > process that I?m thinking of following would be > 1. Install and configure new RT instant and Database > 2. Replicate configuration (SLA, LDAP, and any other that I have > done so far) > 3. Backup and Restore the database on this new environment > 4. Run upgrad scripts (if there is any) for the database > Will this work, if not how would I go about achieving this kind of > migration > > Thanks and Best Regards > > -------- > We're hiring! http://bestpractical.com/jobs > > > > -------- > We're hiring! http://bestpractical.com/jobs > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From iain.georgeson at kaust.edu.sa Sat Jan 19 14:35:09 2013 From: iain.georgeson at kaust.edu.sa (Iain Georgeson) Date: Sat, 19 Jan 2013 22:35:09 +0300 Subject: [rt-users] Redirect to http://myserver/HASH(0x7ff4be51d608) after login Message-ID: Hello, I've just upgraded from 4.0.6 to 4.0.9. Now, after I log in as a user, rt redirects to a url with the pattern: https://ticket.my.domain/HASH(0x7ff4be51d608) When I hit [Homepage], I get my "RT at a glance" page, and everything appears to work as normal. I've got a few extensions and customisations in place, including ExternAuth 0.11. That may be implicated because the redirect works properly when I log in as root. I've turned the logging up to 11, but I couldn't see any obvious problems. I couldn't see where the code to implement this redirection actually lives. Where should I look to start tracking this down? Thanks, Iain. -- Systems Engineer KAUST Visualisation Laboratory -- ------------------------------ This message and its contents, including attachments are intended solely for the original recipient. If you are not the intended recipient or have received this message in error, please notify me immediately and delete this message from your computer system. Any unauthorized use or distribution is prohibited. Please consider the environment before printing this email. From falcone at bestpractical.com Sat Jan 19 15:15:32 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Sat, 19 Jan 2013 15:15:32 -0500 Subject: [rt-users] Redirect to http://myserver/HASH(0x7ff4be51d608) after login In-Reply-To: References: Message-ID: <20130119201532.GH1493@jibsheet.com> On Sat, Jan 19, 2013 at 10:35:09PM +0300, Iain Georgeson wrote: > I've just upgraded from 4.0.6 to 4.0.9. Now, after I log in as a user, > rt redirects to a url with the pattern: > > https://ticket.my.domain/HASH(0x7ff4be51d608) Upgrade to RT-Authen-ExternalAuth 0.12 (which you've correctly identified as a problem below). http://cpansearch.perl.org/src/TSIBLEY/RT-Authen-ExternalAuth-0.12/ChangeLog -kevin > When I hit [Homepage], I get my "RT at a glance" page, and everything > appears to work as normal. I've got a few extensions and > customisations in place, including ExternAuth 0.11. That may be > implicated because the redirect works properly when I log in as root. > > I've turned the logging up to 11, but I couldn't see any obvious > problems. I couldn't see where the code to implement this redirection > actually lives. Where should I look to start tracking this down? -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From tjrc at sanger.ac.uk Sat Jan 19 15:27:59 2013 From: tjrc at sanger.ac.uk (Dr Tim Cutts) Date: Sat, 19 Jan 2013 20:27:59 +0000 Subject: [rt-users] RT Migration to new HW and version In-Reply-To: References: <1352869711.54525.YahooMailNeo@web133206.mail.ir2.yahoo.com> <1352902379.43335.YahooMailNeo@web122101.mail.ne1.yahoo.com> Message-ID: <13E0E4F7-AD65-45E3-A305-1E73BAB38D14@sanger.ac.uk> Given that Solaris and MySQL are both Oracle products, one would hope they still work together... On 19 Jan 2013, at 01:58, Judy Gaukel wrote: > I have a sort of related question here -- we have an embarrassingly old version of RT on another server -- I am trying to install it on a new (Solaris 10) machine and see > that openCSW no longer has mysql5rt --- and don't really know the tweaks that make mysql5 "mysql5rt". > Where do people get their mysql5 for Solaris these days (gee - does anybody still use solaris?!)... > Thanks, > Judy > > > > On Wed, Nov 14, 2012 at 6:12 AM, kem cho wrote: >> Those are the exact steps we took when we migrated to new HW and upgraded to latest; except, we are using mysql instead of Oracle. We migrated from 3.8 to 4.0.8 >> Note: for step 4, I ran "make upgrade-database". It mentions this in README >> >> Good luck! >> >> >> >> From: Asanka Gunasekera >> To: RT User List >> Sent: Tuesday, November 13, 2012 11:08 PM >> Subject: [rt-users] RT Migration to new HW and version >> >> Hi, I am running RT 4.0.1rc1 and I want to upgrade this to the latest in the same time I need to do an upgrade on our HW too and Oracle 10g2. The process that I?m thinking of following would be >> 1. Install and configure new RT instant and Database >> 2. Replicate configuration (SLA, LDAP, and any other that I have done so far) >> 3. Backup and Restore the database on this new environment >> 4. Run upgrad scripts (if there is any) for the database >> Will this work, if not how would I go about achieving this kind of migration >> >> Thanks and Best Regards >> >> -------- >> We're hiring! http://bestpractical.com/jobs >> >> >> >> -------- >> We're hiring! http://bestpractical.com/jobs > -- 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. -------------- next part -------------- An HTML attachment was scrubbed... URL: From iain.georgeson at kaust.edu.sa Sun Jan 20 03:47:08 2013 From: iain.georgeson at kaust.edu.sa (Iain Georgeson) Date: Sun, 20 Jan 2013 11:47:08 +0300 Subject: [rt-users] Redirect to http://myserver/HASH(0x7ff4be51d608) after login In-Reply-To: <20130119201532.GH1493@jibsheet.com> References: <20130119201532.GH1493@jibsheet.com> Message-ID: On 19 January 2013 23:15, Kevin Falcone wrote: > On Sat, Jan 19, 2013 at 10:35:09PM +0300, Iain Georgeson wrote: >> https://ticket.my.domain/HASH(0x7ff4be51d608) > Upgrade to RT-Authen-ExternalAuth 0.12 (which you've correctly > identified as a problem below). Many thanks. I can report that the upgrade has solved that problem. Iain. -- Systems Engineer KAUST Visualisation Laboratory -- ------------------------------ This message and its contents, including attachments are intended solely for the original recipient. If you are not the intended recipient or have received this message in error, please notify me immediately and delete this message from your computer system. Any unauthorized use or distribution is prohibited. Please consider the environment before printing this email. From ruslan.zakirov at gmail.com Sun Jan 20 04:56:04 2013 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sun, 20 Jan 2013 13:56:04 +0400 Subject: [rt-users] RT Migration to new HW and version In-Reply-To: References: <1352869711.54525.YahooMailNeo@web133206.mail.ir2.yahoo.com> <1352902379.43335.YahooMailNeo@web122101.mail.ne1.yahoo.com> Message-ID: Rt works with stock MySQL just fine. For various versions of MySQL there are some required versions to avoid perfomance problems. For 5.0 series it's 5.0.45, 5.1 - 5.1.4x, no problems discovered so far for 5.5. I didnt see MySQL without innodb for a while. Ruslan from phone. 19.01.2013 6:09 ???????????? "Judy Gaukel" ???????: > I have a sort of related question here -- we have an embarrassingly old > version of RT on another server -- I am trying to install it on a new > (Solaris 10) machine and see > that openCSW no longer has mysql5rt --- and don't really know the tweaks > that make mysql5 "mysql5rt". > Where do people get their mysql5 for Solaris these days (gee - does > anybody still use solaris?!)... > Thanks, > Judy > > > > On Wed, Nov 14, 2012 at 6:12 AM, kem cho wrote: > >> Those are the exact steps we took when we migrated to new HW and upgraded >> to latest; except, we are using mysql instead of Oracle. We migrated from >> 3.8 to 4.0.8 >> Note: for step 4, I ran "make upgrade-database". It mentions this in >> README >> >> Good luck! >> >> >> >> *From:* Asanka Gunasekera >> *To:* RT User List >> *Sent:* Tuesday, November 13, 2012 11:08 PM >> *Subject:* [rt-users] RT Migration to new HW and version >> >> Hi, I am running RT 4.0.1rc1 and I want to upgrade this to the latest >> in the same time I need to do an upgrade on our HW too and Oracle 10g2. The >> process that I?m thinking of following would be >> 1. Install and configure new RT instant and Database >> 2. Replicate configuration (SLA, LDAP, and any other that I have >> done so far) >> 3. Backup and Restore the database on this new environment >> 4. Run upgrad scripts (if there is any) for the database >> Will this work, if not how would I go about achieving this kind of >> migration >> >> Thanks and Best Regards >> >> -------- >> We're hiring! http://bestpractical.com/jobs >> >> >> >> -------- >> We're hiring! http://bestpractical.com/jobs >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From liam.gretton at leicester.ac.uk Mon Jan 21 09:48:02 2013 From: liam.gretton at leicester.ac.uk (Liam Gretton) Date: Mon, 21 Jan 2013 14:48:02 +0000 Subject: [rt-users] Scrip for email to owner when requester corresponds by email? Message-ID: <50FD5522.7000505@leicester.ac.uk> Is there an appropriate scrip which will forward correspondence from the ticket requester to the owner? At the moment the requester gets email on correspondence, but not the owner. I guess I need an 'On Correspond Notify Owner' scrip, but this must be a common enough requirement that I'm sure it must be covered by one of the built-in scrips. In short, I'd like the requestor and owner to be able to carry out correspondence entirely by email and only need to access the web interface for taking ownership and resolving tickets. I'm using 4.0.8. Any help appreciated. -- Liam Gretton liam.gretton at le.ac.uk Systems Specialist http://www.le.ac.uk/its IT Services Tel: +44 (0)116 2522254 University of Leicester, University Road Leicestershire LE1 7RH, United Kingdom From nick.fennell at appliansys.com Mon Jan 21 10:11:31 2013 From: nick.fennell at appliansys.com (Nick Fennell) Date: Mon, 21 Jan 2013 15:11:31 +0000 Subject: [rt-users] Scrip for email to owner when requester corresponds by email? In-Reply-To: <50FD5522.7000505@leicester.ac.uk> References: <50FD5522.7000505@leicester.ac.uk> Message-ID: <95B94713-F15F-4171-8D21-2D9BB608884F@appliansys.com> I think you want 'NotifyActor' http://requesttracker.wikia.com/wiki/NotifyActor -- 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 21 Jan 2013, at 14:48, Liam Gretton wrote: > Is there an appropriate scrip which will forward correspondence from the ticket requester to the owner? > > At the moment the requester gets email on correspondence, but not the owner. I guess I need an 'On Correspond Notify Owner' scrip, but this must be a common enough requirement that I'm sure it must be covered by one of the built-in scrips. > > In short, I'd like the requestor and owner to be able to carry out correspondence entirely by email and only need to access the web interface for taking ownership and resolving tickets. > > I'm using 4.0.8. > > Any help appreciated. > > -- > Liam Gretton liam.gretton at le.ac.uk > Systems Specialist http://www.le.ac.uk/its > IT Services Tel: +44 (0)116 2522254 > University of Leicester, University Road > Leicestershire LE1 7RH, United Kingdom From Amir_Karger at hms.harvard.edu Mon Jan 21 21:54:37 2013 From: Amir_Karger at hms.harvard.edu (Karger, Amir) Date: Mon, 21 Jan 2013 21:54:37 -0500 Subject: [rt-users] Ticket owner doesn't receive replies if they're not in the queue Message-ID: Hi, We're using RT 4.0.5. Sometimes, a ticket is sitting in queue Q1. We transfer the ticket to another IT person, Fred, to solve, not realizing that Fred doesn't have access to queue Q1. The person works on the ticket and resolves it. Later, a user replies to the ticket, thereby reopening it. We all think that Fred is going to work on the ticket, so we ignore the email we all got. But it turns out that the reply doesn't go to Fred, because Fred can't see the Q1 queue. Doesn't that seem wrong? Shouldn't the owner of a ticket always get replies to that ticket? Is there some parameter in RT we can change? My apologies if this has been asked many times. Pointers to an answer would be much appreciated. Thanks, -Amir Karger From me at payam124.com Mon Jan 21 22:32:37 2013 From: me at payam124.com (Payam Poursaied) Date: Tue, 22 Jan 2013 07:02:37 +0330 Subject: [rt-users] Ticket owner doesn't receive replies if they're not in the queue In-Reply-To: References: Message-ID: <136a01cdf851$20be8a50$623b9ef0$@payam124.com> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > Sometimes, a ticket is sitting in queue Q1. We transfer the ticket to > another IT person, Fred, to solve, not realizing that Fred doesn't have > access to queue Q1. The person works on the ticket and resolves it. > Later, a user replies to the ticket, thereby reopening it. We all think > that Fred is going to work on the ticket, so we ignore the email we all > got. But it turns out that the reply doesn't go to Fred, because Fred > can't see the Q1 queue. > Hi You could create scrips to notify owner on comments and corresponds. In addition, you could also grand "SeeQueue" right to those who can be assigned as the owner and grant "SeeTicket" and other required access (i.e. ModifyTicket) to the Owner I believe both will work. The first one may be better when you intent to relay on Email instead of RT GUI, but if the doers are required to check the RT GUI frequently, the second method whit search showing "Thickets I own" would work -payam -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 5615 bytes Desc: not available URL: From ymarinov at neterra.net Tue Jan 22 08:19:08 2013 From: ymarinov at neterra.net (ymarinov) Date: Tue, 22 Jan 2013 05:19:08 -0800 (PST) Subject: [rt-users] problems with RT::Authen::ExternalAuth In-Reply-To: <1358850573443-52440.post@n7.nabble.com> References: <1358850573443-52440.post@n7.nabble.com> Message-ID: <1358860748936-52442.post@n7.nabble.com> Turning the debugging mode seems to help me to see the exact error [Tue Jan 22 13:16:38 2013] [debug]: UserExists params: username: ymarinov , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:299) [Tue Jan 22 13:16:38 2013] [debug]: LDAP Search === Base: (dc=xxxxx,dc=net) == Filter: (&(objectClass=*)(uid=ymarinov)) == Attrs: mail,uid (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:329) [Tue Jan 22 13:16:38 2013] [debug]: User Check Failed :: ( My_LDAP ) ymarinov User not found (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:343) [Tue Jan 22 13:16:38 2013] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) which lead me to that most probably the filter doesn't work correctly. But this filter is already described in the LDAPImport extension, and it works fine. -- View this message in context: http://requesttracker.8502.n7.nabble.com/problems-with-RT-Authen-ExternalAuth-tp52440p52442.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From liam.gretton at leicester.ac.uk Tue Jan 22 08:48:05 2013 From: liam.gretton at leicester.ac.uk (Liam Gretton) Date: Tue, 22 Jan 2013 13:48:05 +0000 Subject: [rt-users] Scrip for email to owner when requester corresponds by email? In-Reply-To: <50FD5522.7000505@leicester.ac.uk> References: <50FD5522.7000505@leicester.ac.uk> Message-ID: <50FE9895.5080302@leicester.ac.uk> On 21/01/2013 14:48, Liam Gretton wrote: > Is there an appropriate scrip which will forward correspondence from the > ticket requester to the owner? Ok, it's trivial once you know how. I created a new scrip: Description: On Correspond Notify Owner Condition: On Correspond Action: Notify Owner Template: Global template: Correspondence Stage: TransactionCreate ...and for good measure added one for comments: Description: On Comment Notify Owner as Comment Condition: On Comment Action: Notify Owner as Comment Template: Global template: Correspondence Stage: TransactionCreate -- Liam Gretton liam.gretton at le.ac.uk Systems Specialist http://www.le.ac.uk/its IT Services Tel: +44 (0)116 2522254 University of Leicester, University Road Leicestershire LE1 7RH, United Kingdom From mrbeeye at gmail.com Tue Jan 22 11:37:26 2013 From: mrbeeye at gmail.com (mrbeeye) Date: Tue, 22 Jan 2013 17:37:26 +0100 Subject: [rt-users] RT4 without local mail server Message-ID: <013701cdf8be$c483a950$4d8afbf0$@gmail.com> Hello, Description of environment and setup (see diagram here: http://img262.imagevenue.com/img.php?image=867879360_rt_122_150lo.jpg): A) single point of contact - only one e-mail address for helpdesk: help at domain.tld (with web form frontend which is preferred) B) data from web form are sent through mail to help at domain.tld C) web form is custom web page, it cannot be RT's web UI D) form has custom field which should be used to route tickets to appropriate queue E) RT should fetch e-mail from SMTP server using IMAPS F) RT should send notification and ticket updates using external SMTP/SSL server, sender e-mail address must be help at domain.tld Questions: 1) how to configure MailGate in this setup? 2) how to configure D) option (custom field data can be inserted in body of message or as custom X-Flag in e-mail headers)? Please do provide comprehensive answers. Thank you very much! Best regards, Msh -------------- next part -------------- An HTML attachment was scrubbed... URL: From ptomblin at xcski.com Tue Jan 22 11:39:15 2013 From: ptomblin at xcski.com (Paul Tomblin) Date: Tue, 22 Jan 2013 11:39:15 -0500 Subject: [rt-users] RT4 without local mail server In-Reply-To: <013701cdf8be$c483a950$4d8afbf0$@gmail.com> References: <013701cdf8be$c483a950$4d8afbf0$@gmail.com> Message-ID: On Tue, Jan 22, 2013 at 11:37 AM, mrbeeye wrote: > Description of environment and setup (see diagram here: > http://img262.imagevenue.com/img.php?image=867879360_rt_122_150lo.jpg > > ): I went to that link and got multiple popups, several of which were flagged as spam or phishing attempts. I would not recommend doing that. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin -------------- next part -------------- An HTML attachment was scrubbed... URL: From janniezbedny1887 at gmail.com Mon Jan 21 03:51:55 2013 From: janniezbedny1887 at gmail.com (=?ISO-8859-2?Q?Jan_Niezb=EAdny?=) Date: Mon, 21 Jan 2013 09:51:55 +0100 Subject: [rt-users] RT 4 Translation problem Message-ID: On 10/31/2012 12:58 PM, trs wrote: >This is a bug; those saved search names aren't properly localized in the >source. Sorry for the hassle. I opened a bug for you: >http://issues.bestpractical.com/Ticket/Display.html?id=21377 Is It done? Because I still have problem with that. Also i found a few new expressions that i can't catch in language file and translate. 1. Localization: Some ticket->People [picture 0] 2. Localization: Some ticket->Ticket metadata->People [picture 1] 3. Localization: Some ticket->Reply (to requestor) [picture 2] Regards, Jan -------------- next part -------------- A non-text attachment was scrubbed... Name: 2.PNG Type: image/png Size: 42204 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: 0.PNG Type: image/png Size: 43117 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: 1.png Type: image/png Size: 32825 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jan 22 13:10:59 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 22 Jan 2013 13:10:59 -0500 Subject: [rt-users] Ticket owner doesn't receive replies if they're not in the queue In-Reply-To: References: Message-ID: <20130122181059.GI1493@jibsheet.com> On Mon, Jan 21, 2013 at 09:54:37PM -0500, Karger, Amir wrote: > a user replies to the ticket, thereby reopening it. We all think that Fred > is going to work on the ticket, so we ignore the email we all got. But it > turns out that the reply doesn't go to Fred, because Fred can't see the Q1 > queue. As mentioned earlier, you can grant ShowTicket to the Owner role so that Fred can see things, but that doesn't affect email notifications. By default RT does not ship On Correspond Notify Owners or On Comment Notify Owners, because it was assumed that your list of owners was a subset of AdminCcs (this is how we use RT, but clearly isn't the only model). You can add On Correspond Notify Owner, but keep in mind that if the Owner is also an AdminCc, that user will get 2 emails. You'd need to add a Notify Owner and AdminCc action, which you can do with a small piece of initialdata. Docs on that here: http://bestpractical.com/rt/docs/latest/initialdata.html -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jan 22 13:11:46 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 22 Jan 2013 13:11:46 -0500 Subject: [rt-users] problems with RT::Authen::ExternalAuth In-Reply-To: <1358860748936-52442.post@n7.nabble.com> References: <1358850573443-52440.post@n7.nabble.com> <1358860748936-52442.post@n7.nabble.com> Message-ID: <20130122181146.GJ1493@jibsheet.com> On Tue, Jan 22, 2013 at 05:19:08AM -0800, ymarinov wrote: > Turning the debugging mode seems to help me to see the exact error > > [Tue Jan 22 13:16:38 2013] [debug]: UserExists params: > username: ymarinov , service: My_LDAP > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:299) > [Tue Jan 22 13:16:38 2013] [debug]: LDAP Search === Base: (dc=xxxxx,dc=net) > == Filter: (&(objectClass=*)(uid=ymarinov)) == Attrs: mail,uid > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:329) > [Tue Jan 22 13:16:38 2013] [debug]: User Check Failed :: ( My_LDAP ) > ymarinov User not found > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:343) > [Tue Jan 22 13:16:38 2013] [debug]: Autohandler called ExternalAuth. > Response: (0, No User) > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) > > which lead me to that most probably the filter doesn't work correctly. > But this filter is already described in the LDAPImport extension, and it > works fine. The LDAPImport extension connects as a different user, your ymarinov user may not have the same rights in LDAP. Use the ldapsearch command line tool to run the search/filter manually and see what you get (also check the server's logs). -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jan 22 13:16:45 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 22 Jan 2013 13:16:45 -0500 Subject: [rt-users] RT4 without local mail server In-Reply-To: <013701cdf8be$c483a950$4d8afbf0$@gmail.com> References: <013701cdf8be$c483a950$4d8afbf0$@gmail.com> Message-ID: <20130122181645.GK1493@jibsheet.com> On Tue, Jan 22, 2013 at 05:37:26PM +0100, mrbeeye wrote: > A) single point of contact - only one e-mail address for helpdesk: help at domain.tld (with web > form frontend which is preferred) > > B) data from web form are sent through mail to help at domain.tld > > C) web form is custom web page, it cannot be RT's web UI These are all fine, although you're not using RT's comments feature (which wants a second email address like help-comment at domain.tld). > D) form has custom field which should be used to route tickets to appropriate queue You're going to have to write code in RT to do this after ticket creation, or do it before running rt-mailgate. > E) RT should fetch e-mail from SMTP server using IMAPS There are lots of examples of using fetchmail on the wiki, and you can always pipe to procmail to invoke rt-mailgate into different Queues. > F) RT should send notification and ticket updates using external SMTP/SSL server, sender > e-mail address must be help at domain.tld Use a local MTA (such as postfix or sendmail or exim) in relay-only mode with a smarthost configured. While RT has native SMTP support, it has finally been removed from 4.2 and we recommend never using it because it is easy to lose email. A real MTA won't lose email. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jan 22 13:20:53 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 22 Jan 2013 13:20:53 -0500 Subject: [rt-users] RT 4 Translation problem In-Reply-To: References: Message-ID: <20130122182053.GL1493@jibsheet.com> On Mon, Jan 21, 2013 at 09:51:55AM +0100, Jan Niezb?dny wrote: > On 10/31/2012 12:58 PM, trs wrote: > >This is a bug; those saved search names aren't properly localized in the > >source. Sorry for the hassle. I opened a bug for you: > >http://issues.bestpractical.com/Ticket/Display.html?id=21377 > > Is It done? Because I still have problem with that. I don't see any notes on the ticket, so I don't believe it has been worked on. > Also i found a few new expressions that i can't catch in language file > and translate. > 2. Localization: Some ticket->Ticket metadata->People [picture 1] Nobody in Particular is the Real Name of the Nobody user. If you want to change it for your system, change it. It's like Root has the name Enoch Root. Running full user names through the localisation system seems fraught with peril. > 1. Localization: Some ticket->People [picture 0] > 3. Localization: Some ticket->Reply (to requestor) [picture 2] These two should get added to the ticket. You can send email to it, since you're a Requestor you should have mail to reply to. You can also log in as guest and add a reply with screenshots. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jan 22 13:21:39 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 22 Jan 2013 13:21:39 -0500 Subject: [rt-users] Attaching a Custom Data File to a New Ticket In-Reply-To: <068F06DC4D106941B297C0C5F9F446EA4908FA3A8C@aplesstripe.dom1.jhuapl.edu> References: <068F06DC4D106941B297C0C5F9F446EA4908FA3A8C@aplesstripe.dom1.jhuapl.edu> Message-ID: <20130122182139.GM1493@jibsheet.com> On Fri, Jan 18, 2013 at 03:19:23PM -0500, Vega, Angel L. wrote: > I'm trying to attach a custom data file to a new ticket but it's not being saved once the > ticket has been created. (The data file contains plain text and commands in JSON format and > the custom file extension is ".punt"). > > I've tried extracting the content into a ".txt" file but the end result is the same. > > Does RT have any restrictions regarding file attachments? I would like to know if the issue is > related to the file content or the file extension. Open a bug with a sample file that fails? Even better if uploading the file to our RT fails and you have to zip it up to get it submitted. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From ymarinov at neterra.net Wed Jan 23 03:32:54 2013 From: ymarinov at neterra.net (ymarinov) Date: Wed, 23 Jan 2013 00:32:54 -0800 (PST) Subject: [rt-users] problems with RT::Authen::ExternalAuth In-Reply-To: <20130122181146.GJ1493@jibsheet.com> References: <1358850573443-52440.post@n7.nabble.com> <1358860748936-52442.post@n7.nabble.com> <20130122181146.GJ1493@jibsheet.com> Message-ID: <1358929974341-52452.post@n7.nabble.com> executing the following command gives all of the users ldapsearch -h ldap.xxxx.net -b "dc=xxxxx,dc=net" -s sub "objectclass=*" now, i'm more confused :/ -- View this message in context: http://requesttracker.8502.n7.nabble.com/problems-with-RT-Authen-ExternalAuth-tp52440p52452.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From martin.wheldon at greenhills-it.co.uk Wed Jan 23 03:34:06 2013 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Wed, 23 Jan 2013 08:34:06 +0000 Subject: [rt-users] problems with RT::Authen::ExternalAuth In-Reply-To: <1358929974341-52452.post@n7.nabble.com> References: <1358850573443-52440.post@n7.nabble.com> <1358860748936-52442.post@n7.nabble.com> <20130122181146.GJ1493@jibsheet.com> <1358929974341-52452.post@n7.nabble.com> Message-ID: Hi, I beleive what Kevin had in mind was that you specify the user account that you configured to carry out searches in the ldap external auth config using the -D option to ldap search i.e % ldapsearch -D cn=xxxx -W -h ldap.xxxx.net -b "dc=xxxxx,dc=net" -s sub "objectclass=*" If you are still experiencing problems post a relevant snippet from your LDAP logs (log level 256 is usually enough) Hope that helps Martin On 2013-01-23 08:32, ymarinov wrote: > executing the following command gives all of the users > > ldapsearch -h ldap.xxxx.net -b "dc=xxxxx,dc=net" -s sub > "objectclass=*" > > now, i'm more confused :/ > > > > -- > View this message in context: > > http://requesttracker.8502.n7.nabble.com/problems-with-RT-Authen-ExternalAuth-tp52440p52452.html > Sent from the Request Tracker - User mailing list archive at > Nabble.com. > > !DSPAM:9,50ff978833231683852830! From janniezbedny1887 at gmail.com Wed Jan 23 05:48:09 2013 From: janniezbedny1887 at gmail.com (=?ISO-8859-2?Q?Jan_Niezb=EAdny?=) Date: Wed, 23 Jan 2013 11:48:09 +0100 Subject: [rt-users] RT 4 Translation problem In-Reply-To: <20130122182053.GL1493@jibsheet.com> References: <20130122182053.GL1493@jibsheet.com> Message-ID: 2013/1/22 Kevin Falcone : > On Mon, Jan 21, 2013 at 09:51:55AM +0100, Jan Niezb?dny wrote: >> On 10/31/2012 12:58 PM, trs wrote: >> >This is a bug; those saved search names aren't properly localized in the >> >source. Sorry for the hassle. I opened a bug for you: >> >http://issues.bestpractical.com/Ticket/Display.html?id=21377 >> >> Is It done? Because I still have problem with that. > > I don't see any notes on the ticket, so I don't believe it has been > worked on. Ok, but it will be done in the near future? >> Also i found a few new expressions that i can't catch in language file >> and translate. >> 2. Localization: Some ticket->Ticket metadata->People [picture 1] > > Nobody in Particular is the Real Name of the Nobody user. > If you want to change it for your system, change it. It's like Root > has the name Enoch Root. Running full user names through the > localisation system seems fraught with peril. > I try change it for Nobody but I got this messege (picture 4) >> 1. Localization: Some ticket->People [picture 0] >> 3. Localization: Some ticket->Reply (to requestor) [picture 2] > > These two should get added to the ticket. > You can send email to it, since you're a Requestor you should have > mail to reply to. You can also log in as guest and add a reply with > screenshots. > Ok, but I don't have any information about this ticket, because I can't see on my email information about starting the ticket. Maybe my address is not added or something. If you can, please add this new informaction to ticket. BTW. How to login as a guest? Regards, Jan -------------- next part -------------- A non-text attachment was scrubbed... Name: 4.png Type: image/png Size: 5935 bytes Desc: not available URL: From ymarinov at neterra.net Wed Jan 23 05:59:37 2013 From: ymarinov at neterra.net (ymarinov) Date: Wed, 23 Jan 2013 02:59:37 -0800 (PST) Subject: [rt-users] problems with RT::Authen::ExternalAuth In-Reply-To: References: <1358850573443-52440.post@n7.nabble.com> <1358860748936-52442.post@n7.nabble.com> <20130122181146.GJ1493@jibsheet.com> <1358929974341-52452.post@n7.nabble.com> Message-ID: <1358938777204-52457.post@n7.nabble.com> our ldap accepts connections without using username or password however executing the following command, again lists the users in ldap ldapsearch -D cn=ymarinov -h ldap.xxx.net -b "dc=xxxx,dc=net" "objectclass=*" -- View this message in context: http://requesttracker.8502.n7.nabble.com/problems-with-RT-Authen-ExternalAuth-tp52440p52457.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From martin.wheldon at greenhills-it.co.uk Wed Jan 23 05:36:42 2013 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Wed, 23 Jan 2013 10:36:42 +0000 Subject: [rt-users] problems with RT::Authen::ExternalAuth In-Reply-To: <1358938777204-52457.post@n7.nabble.com> References: <1358850573443-52440.post@n7.nabble.com> <1358860748936-52442.post@n7.nabble.com> <20130122181146.GJ1493@jibsheet.com> <1358929974341-52452.post@n7.nabble.com> <1358938777204-52457.post@n7.nabble.com> Message-ID: Hi, Is cn=ymarinov specified as the user to bind as in the External Auth configuration? Best Regards Martin On 2013-01-23 10:59, ymarinov wrote: > our ldap accepts connections without using username or password > > however executing the following command, again lists the users in > ldap > > ldapsearch -D cn=ymarinov -h ldap.xxx.net -b "dc=xxxx,dc=net" > "objectclass=*" > > > > -- > View this message in context: > > http://requesttracker.8502.n7.nabble.com/problems-with-RT-Authen-ExternalAuth-tp52440p52457.html > Sent from the Request Tracker - User mailing list archive at > Nabble.com. > > !DSPAM:9,50ffb9e533231370321117! From ymarinov at neterra.net Wed Jan 23 06:24:37 2013 From: ymarinov at neterra.net (ymarinov) Date: Wed, 23 Jan 2013 03:24:37 -0800 (PST) Subject: [rt-users] problems with RT::Authen::ExternalAuth In-Reply-To: <1358938777204-52457.post@n7.nabble.com> References: <1358850573443-52440.post@n7.nabble.com> <1358860748936-52442.post@n7.nabble.com> <20130122181146.GJ1493@jibsheet.com> <1358929974341-52452.post@n7.nabble.com> <1358938777204-52457.post@n7.nabble.com> Message-ID: <1358940277274-52459.post@n7.nabble.com> not at all. i don't use ANY user/pass for ExternalAuth extension -- View this message in context: http://requesttracker.8502.n7.nabble.com/problems-with-RT-Authen-ExternalAuth-tp52440p52459.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From martin.wheldon at greenhills-it.co.uk Wed Jan 23 06:12:33 2013 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Wed, 23 Jan 2013 11:12:33 +0000 Subject: [rt-users] problems with RT::Authen::ExternalAuth In-Reply-To: <1358940277274-52459.post@n7.nabble.com> References: <1358850573443-52440.post@n7.nabble.com> <1358860748936-52442.post@n7.nabble.com> <20130122181146.GJ1493@jibsheet.com> <1358929974341-52452.post@n7.nabble.com> <1358938777204-52457.post@n7.nabble.com> <1358940277274-52459.post@n7.nabble.com> Message-ID: <211b488341c5a59bcf468cdd63f99694@mail.greenhills-it.co.uk> Hi, In that case then your config should have the following set: 'user' => '', 'pass' => '', And looking at your comments the attr_match_list should look something like: attr_match_list' => ['cn,mail'], Rather than: attr_match_list' => ['uid,mail'], Best Regards Martin On 2013-01-23 11:24, ymarinov wrote: > not at all. i don't use ANY user/pass for ExternalAuth extension > > > > -- > View this message in context: > > http://requesttracker.8502.n7.nabble.com/problems-with-RT-Authen-ExternalAuth-tp52440p52459.html > Sent from the Request Tracker - User mailing list archive at > Nabble.com. > > !DSPAM:9,50ffbfbe33231138812997! From ymarinov at neterra.net Wed Jan 23 07:06:44 2013 From: ymarinov at neterra.net (ymarinov) Date: Wed, 23 Jan 2013 04:06:44 -0800 (PST) Subject: [rt-users] problems with RT::Authen::ExternalAuth In-Reply-To: <211b488341c5a59bcf468cdd63f99694@mail.greenhills-it.co.uk> References: <1358850573443-52440.post@n7.nabble.com> <1358860748936-52442.post@n7.nabble.com> <20130122181146.GJ1493@jibsheet.com> <1358929974341-52452.post@n7.nabble.com> <1358938777204-52457.post@n7.nabble.com> <1358940277274-52459.post@n7.nabble.com> <211b488341c5a59bcf468cdd63f99694@mail.greenhills-it.co.uk> Message-ID: <1358942804800-52461.post@n7.nabble.com> this didn't help at all :/ to be sure i'll give you the exact current RT_SiteConfig.pm specifications that i've got at the moment: 'type' => 'ldap', 'server' => 'ldap.xxxx.net', 'user' => '', 'pass' => '', 'base' => '(dc=neterra,dc=net)', 'filter' => '(objectClass=*)', 'd_filter' => '(objectClass=NonExistant)', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'cn', 'mail' ], 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => 'mail' } }, Have in mind that I tried the attr match list to use 'uid' instead of 'cn' - however LDAP return again [Wed Jan 23 12:00:33 2013] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) [Wed Jan 23 12:00:33 2013] [error]: FAILED LOGIN for ymarinov from xxxx.xxx.xxx.xxx (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424) -- View this message in context: http://requesttracker.8502.n7.nabble.com/problems-with-RT-Authen-ExternalAuth-tp52440p52461.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From martin.wheldon at greenhills-it.co.uk Wed Jan 23 07:09:01 2013 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Wed, 23 Jan 2013 12:09:01 +0000 Subject: [rt-users] problems with RT::Authen::ExternalAuth In-Reply-To: <1358942804800-52461.post@n7.nabble.com> References: <1358850573443-52440.post@n7.nabble.com> <1358860748936-52442.post@n7.nabble.com> <20130122181146.GJ1493@jibsheet.com> <1358929974341-52452.post@n7.nabble.com> <1358938777204-52457.post@n7.nabble.com> <1358940277274-52459.post@n7.nabble.com> <211b488341c5a59bcf468cdd63f99694@mail.greenhills-it.co.uk> <1358942804800-52461.post@n7.nabble.com> Message-ID: <1ac687fd523bf0db83e9867ed7f41829@mail.greenhills-it.co.uk> Hi, Sorry but my last post was incorrect regarding the attr_match_list here is an extract from my working config. 'attr_match_list' => [ 'Name', 'EmailAddress' ], 'attr_map' => { 'Name' => 'mail', 'EmailAddress' => 'mail', 'RealName' => 'cn', 'ExternalAuthId' => 'uid' } }, Without knowing how your users are structured in LDAP the attr_map will differ at a guess you will need to change 'ExternalAuthId' at the very least. Hope this helps Martin On 2013-01-23 12:06, ymarinov wrote: > this didn't help at all :/ > to be sure i'll give you the exact current RT_SiteConfig.pm > specifications > that i've got at the moment: > > 'type' => 'ldap', > 'server' => 'ldap.xxxx.net', > 'user' => '', > 'pass' => '', > 'base' => '(dc=neterra,dc=net)', > 'filter' => '(objectClass=*)', > 'd_filter' => '(objectClass=NonExistant)', > 'tls' => 0, > 'ssl_version' => 3, > 'net_ldap_args' => [ version => 3 ], > 'attr_match_list' => [ 'cn', 'mail' ], > 'attr_map' => { 'Name' => 'uid', 'EmailAddress' > => > 'mail' } > }, > > Have in mind that I tried the attr match list to use 'uid' instead of > 'cn' - > however LDAP return again > > [Wed Jan 23 12:00:33 2013] [debug]: Autohandler called ExternalAuth. > Response: (0, No User) > > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) > [Wed Jan 23 12:00:33 2013] [error]: FAILED LOGIN for ymarinov from > xxxx.xxx.xxx.xxx (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424) > > > > > -- > View this message in context: > > http://requesttracker.8502.n7.nabble.com/problems-with-RT-Authen-ExternalAuth-tp52440p52461.html > Sent from the Request Tracker - User mailing list archive at > Nabble.com. > > !DSPAM:9,50ffc9a733236974910902! From ymarinov at neterra.net Wed Jan 23 08:05:09 2013 From: ymarinov at neterra.net (ymarinov) Date: Wed, 23 Jan 2013 05:05:09 -0800 (PST) Subject: [rt-users] problems with RT::Authen::ExternalAuth In-Reply-To: <1ac687fd523bf0db83e9867ed7f41829@mail.greenhills-it.co.uk> References: <1358850573443-52440.post@n7.nabble.com> <1358860748936-52442.post@n7.nabble.com> <20130122181146.GJ1493@jibsheet.com> <1358929974341-52452.post@n7.nabble.com> <1358938777204-52457.post@n7.nabble.com> <1358940277274-52459.post@n7.nabble.com> <211b488341c5a59bcf468cdd63f99694@mail.greenhills-it.co.uk> <1358942804800-52461.post@n7.nabble.com> <1ac687fd523bf0db83e9867ed7f41829@mail.greenhills-it.co.uk> Message-ID: <1358946309072-52463.post@n7.nabble.com> Martin, your help is really much appreciated! However i still can't get this working. I'll paste my current attr match list +the structure of the LDAP information 'attr_match_list' => [ 'Name', 'EmailAddress' ], 'attr_map' => { 'Name' => 'uid' 'EmailAddress' => 'mail', # 'ExternalAuthId' => 'uid' } }, uid=XXXX,ou=People,dc=xxxx,dc=net objectClass=mozillaAbPersonAlpha objectClass=evolutionPerson objectClass=top objectClass=person objectClass=organizationalPerson objectClass=inetOrgPerson objectClass=posixAccount objectClass=shadowAccount objectClass=sambaSamAccount uidNumber=(binary value) uid=(binary value) gidNumber=(binary value) givenName=Yavor sn=Marinov mail=ymarinov at xxxxxx.net cn=Yavor Marinov homeDirectory=(binary value) loginShell=(binary value) sambaSID=(binary value) displayName=(binary value) sambaPasswordHistory=(binary value) sambaPwdLastSet=(binary value) sambaAcctFlags=(binary value) -- View this message in context: http://requesttracker.8502.n7.nabble.com/problems-with-RT-Authen-ExternalAuth-tp52440p52463.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From martin.wheldon at greenhills-it.co.uk Wed Jan 23 07:47:08 2013 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Wed, 23 Jan 2013 12:47:08 +0000 Subject: [rt-users] problems with RT::Authen::ExternalAuth In-Reply-To: <1358946309072-52463.post@n7.nabble.com> References: <1358850573443-52440.post@n7.nabble.com> <1358860748936-52442.post@n7.nabble.com> <20130122181146.GJ1493@jibsheet.com> <1358929974341-52452.post@n7.nabble.com> <1358938777204-52457.post@n7.nabble.com> <1358940277274-52459.post@n7.nabble.com> <211b488341c5a59bcf468cdd63f99694@mail.greenhills-it.co.uk> <1358942804800-52461.post@n7.nabble.com> <1ac687fd523bf0db83e9867ed7f41829@mail.greenhills-it.co.uk> <1358946309072-52463.post@n7.nabble.com> Message-ID: Hi, Just a couple of things don't know if you just haven't posted information as its sensitive. 1. Do you have a userPassword set for your ldap user In addition I don't know if it is required or not, but try adding 'RealName' => 'cn', to your attr_map config. Regards Martin On 2013-01-23 13:05, ymarinov wrote: > Martin, your help is really much appreciated! However i still can't > get this > working. I'll paste my current attr match list +the structure of the > LDAP > information > > 'attr_match_list' => [ 'Name', 'EmailAddress' ], > > 'attr_map' => { 'Name' => 'uid' 'EmailAddress' > => > 'mail', > # > > 'ExternalAuthId' => 'uid' > } > }, > > > uid=XXXX,ou=People,dc=xxxx,dc=net > objectClass=mozillaAbPersonAlpha > objectClass=evolutionPerson > objectClass=top > objectClass=person > objectClass=organizationalPerson > objectClass=inetOrgPerson > objectClass=posixAccount > objectClass=shadowAccount > objectClass=sambaSamAccount > uidNumber=(binary value) > uid=(binary value) > gidNumber=(binary value) > givenName=Yavor > sn=Marinov > mail=ymarinov at xxxxxx.net > cn=Yavor Marinov > homeDirectory=(binary value) > loginShell=(binary value) > sambaSID=(binary value) > displayName=(binary value) > sambaPasswordHistory=(binary value) > sambaPwdLastSet=(binary value) > sambaAcctFlags=(binary value) > > > > > -- > View this message in context: > > http://requesttracker.8502.n7.nabble.com/problems-with-RT-Authen-ExternalAuth-tp52440p52463.html > Sent from the Request Tracker - User mailing list archive at > Nabble.com. > > !DSPAM:9,50ffd75333231634411062! From ymarinov at neterra.net Wed Jan 23 08:42:20 2013 From: ymarinov at neterra.net (ymarinov) Date: Wed, 23 Jan 2013 05:42:20 -0800 (PST) Subject: [rt-users] problems with RT::Authen::ExternalAuth In-Reply-To: References: <20130122181146.GJ1493@jibsheet.com> <1358929974341-52452.post@n7.nabble.com> <1358938777204-52457.post@n7.nabble.com> <1358940277274-52459.post@n7.nabble.com> <211b488341c5a59bcf468cdd63f99694@mail.greenhills-it.co.uk> <1358942804800-52461.post@n7.nabble.com> <1ac687fd523bf0db83e9867ed7f41829@mail.greenhills-it.co.uk> <1358946309072-52463.post@n7.nabble.com> Message-ID: <1358948540485-52465.post@n7.nabble.com> adding RealName to the attr maps didn't help, i still get No User in the error logs. i'll try to investigate further which field should i map for the password, but it doesn't seem logical for me to map a password, since LDAP just answers if the user is authenticated or not. i'm completely lost .... -- View this message in context: http://requesttracker.8502.n7.nabble.com/problems-with-RT-Authen-ExternalAuth-tp52440p52465.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From martin.wheldon at greenhills-it.co.uk Wed Jan 23 08:13:15 2013 From: martin.wheldon at greenhills-it.co.uk (Martin Wheldon) Date: Wed, 23 Jan 2013 13:13:15 +0000 Subject: [rt-users] problems with RT::Authen::ExternalAuth In-Reply-To: <1358948540485-52465.post@n7.nabble.com> References: <20130122181146.GJ1493@jibsheet.com> <1358929974341-52452.post@n7.nabble.com> <1358938777204-52457.post@n7.nabble.com> <1358940277274-52459.post@n7.nabble.com> <211b488341c5a59bcf468cdd63f99694@mail.greenhills-it.co.uk> <1358942804800-52461.post@n7.nabble.com> <1ac687fd523bf0db83e9867ed7f41829@mail.greenhills-it.co.uk> <1358946309072-52463.post@n7.nabble.com> <1358948540485-52465.post@n7.nabble.com> Message-ID: <187c688ba715f62ee4cfb630d6010b4d@mail.greenhills-it.co.uk> Hi, If you can post information from both the ldap logs and the RT logs that would help. Best Regards Martin On 2013-01-23 13:42, ymarinov wrote: > adding RealName to the attr maps didn't help, i still get No User in > the > error logs. > i'll try to investigate further which field should i map for the > password, > but it doesn't seem logical for me to map a password, since LDAP just > answers if the user is authenticated or not. > > i'm completely lost .... > > > > -- > View this message in context: > > http://requesttracker.8502.n7.nabble.com/problems-with-RT-Authen-ExternalAuth-tp52440p52465.html > Sent from the Request Tracker - User mailing list archive at > Nabble.com. > > !DSPAM:9,50ffe00533231496217174! From ymarinov at neterra.net Wed Jan 23 10:29:53 2013 From: ymarinov at neterra.net (ymarinov) Date: Wed, 23 Jan 2013 07:29:53 -0800 (PST) Subject: [rt-users] problems with RT::Authen::ExternalAuth In-Reply-To: <187c688ba715f62ee4cfb630d6010b4d@mail.greenhills-it.co.uk> References: <1358938777204-52457.post@n7.nabble.com> <1358940277274-52459.post@n7.nabble.com> <211b488341c5a59bcf468cdd63f99694@mail.greenhills-it.co.uk> <1358942804800-52461.post@n7.nabble.com> <1ac687fd523bf0db83e9867ed7f41829@mail.greenhills-it.co.uk> <1358946309072-52463.post@n7.nabble.com> <1358948540485-52465.post@n7.nabble.com> <187c688ba715f62ee4cfb630d6010b4d@mail.greenhills-it.co.uk> Message-ID: <1358954993681-52467.post@n7.nabble.com> actually the problem is that i don't have access to the ldap machine, but a colleague that have access, already told me that, we don't save any logs (i can die now) for the ldap. and actually currently i can't see any other options to look into in order to keep trying to fix this :/ -- View this message in context: http://requesttracker.8502.n7.nabble.com/problems-with-RT-Authen-ExternalAuth-tp52440p52467.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From rlansaldo at amherst.edu Wed Jan 23 22:16:33 2013 From: rlansaldo at amherst.edu (Rob Ansaldo) Date: Thu, 24 Jan 2013 03:16:33 +0000 Subject: [rt-users] FreeformContactInfo with MoreAboutRequestorExtraInfo Message-ID: <327BA12C1CBCFE4DB5C15FE9623CD1CC2A5B4BE5@EX10-MC2-NODE03.amherst.edu> We would like to display FreeformContactInfo in the "More about requestor" section of the ticket display. We already populate this field with info useful to our help desk staff and had customized RT3 to display this. After upgrading to RT4, I cannot figure out how to get this to display in the "More about requestor" area. I have added FreeformContactInfo to the MoreAboutRequestorExtraInfo setting in the RT_SiteConfig and have created a custom local/lib/RT/User_Local.pm file where FreeformContactInfo is set to "public", yet the FreeformContactInfo from the db still does not appear. What am I missing? From trs at bestpractical.com Wed Jan 23 23:08:50 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 23 Jan 2013 20:08:50 -0800 Subject: [rt-users] FreeformContactInfo with MoreAboutRequestorExtraInfo In-Reply-To: <327BA12C1CBCFE4DB5C15FE9623CD1CC2A5B4BE5@EX10-MC2-NODE03.amherst.edu> References: <327BA12C1CBCFE4DB5C15FE9623CD1CC2A5B4BE5@EX10-MC2-NODE03.amherst.edu> Message-ID: <5100B3D2.3020900@bestpractical.com> On 01/23/2013 07:16 PM, Rob Ansaldo wrote: > We would like to display FreeformContactInfo in the "More about > requestor" section of the ticket display. We already populate this > field with info useful to our help desk staff and had customized RT3 > to display this. > > After upgrading to RT4, I cannot figure out how to get this to > display in the "More about requestor" area. I have added > FreeformContactInfo to the MoreAboutRequestorExtraInfo setting in the > RT_SiteConfig and have created a custom local/lib/RT/User_Local.pm > file where FreeformContactInfo is set to "public", yet the > FreeformContactInfo from the db still does not appear. What am I > missing? Can you show us your User_Local.pm as well as your config where you set MoreAboutRequestorExtraInfo? From BBaker at fnb.co.za Thu Jan 24 03:21:01 2013 From: BBaker at fnb.co.za (Baker, Brendon) Date: Thu, 24 Jan 2013 08:21:01 +0000 Subject: [rt-users] Sphinx and MySQL Message-ID: Hi Everyone I wanted to enable searching of the contents of tickets in our running environment. >From the documentation it looks like you have to recompile MySQL from source which just seems like a lot of work since the MySQL is used for other things and is running correctly (Installed from RPM) I installed the RPM package of sphinx and was hoping there was a way to enable it as a plugin (which some people have mentioned as in this link http://inservio.ba/blog/en/27/04/2010/sphinx-and-sphinxse ) Is there a way to do this with Sphinx having been installed from RPM? I tried the suggestions in the link but the 5.5.28 version of MySQL has an install binary and no way to just run the build and configure that I can see Any suggestions would be appreciated Regards Brendon To read FirstRand Bank's Disclaimer for this email click on the following address or copy into your Internet browser: https://www.fnb.co.za/disclaimer.html If you are unable to access the Disclaimer, send a blank e-mail to firstrandbankdisclaimer at fnb.co.za and we will send you a copy of the Disclaimer. -------------- next part -------------- An HTML attachment was scrubbed... URL: From me at payam124.com Thu Jan 24 05:15:42 2013 From: me at payam124.com (Payam Poursaied) Date: Thu, 24 Jan 2013 13:45:42 +0330 Subject: [rt-users] the best method to update "Resolved Time" Message-ID: <028a01cdfa1b$c42432a0$4c6c97e0$@payam124.com> Hi all One of my colleagues, moved thousands of resolved tickets to another queue without deactivating the "On ChangeQueue->Set Status=NEW" scrips. Thereafter several tickets statuses updated to new and he resolved them. This caused incorrect "Resolved Time". I know how to find the Tickets and their actual Resolved time through Transactions table. But I'm not sure about the best method to update "Resolved" field in Tickets table for affected tickets. My Idea is to submit a comment over all tickets and describe the issue and mention that the "resolved" time of those tickets which are not consistent with their latest transaction history, has been updated manually and then update their "Resolved" time manually through the mysql Any advice is appreciated -------------- next part -------------- An HTML attachment was scrubbed... URL: From rlansaldo at amherst.edu Thu Jan 24 05:50:31 2013 From: rlansaldo at amherst.edu (Rob Ansaldo) Date: Thu, 24 Jan 2013 10:50:31 +0000 Subject: [rt-users] FreeformContactInfo with MoreAboutRequestorExtraInfo Message-ID: <327BA12C1CBCFE4DB5C15FE9623CD1CC2A5B78B3@EX10-MC2-NODE03.amherst.edu> On 01/23/2013 08:08 PM, trs wrote: > On 01/23/2013 07:16 PM, Rob Ansaldo wrote:? >> We would like to display FreeformContactInfo in the "More about? >> requestor" section of the ticket display. We already populate this? >> field with info useful to our help desk staff and had customized RT3? >> to display this.? >>? >> After upgrading to RT4, I cannot figure out how to get this to? >> display in the "More about requestor" area. I have added? >> FreeformContactInfo to the MoreAboutRequestorExtraInfo setting in the? >> RT_SiteConfig and have created a custom local/lib/RT/User_Local.pm? >> file where FreeformContactInfo is set to "public", yet the? >> FreeformContactInfo from the db still does not appear. What am I? >> missing?? > Can you show us your User_Local.pm as well as your config where you set? > MoreAboutRequestorExtraInfo? >From etc/RT_Config.pm: Set($MoreAboutRequestorExtraInfo,"FreeformContactInfo Name EmailAddress Organization NickName Address1 Address2 City State Zip Country HomePhone WorkPhone"); >From local/lib/RT/User_Local.pm: package RT::User; use strict; use warnings; sub _LocalAccessible { { Name => { public => 1, admin=> 1 }, EmailAddress => { public => 1, admin=> 1 }, FreeformContactInfo => { public => 1, admin=> 1 }, RealName => { public => 1, admin=> 1 }, NickName => { public => 1, admin=> 1 }, ExternalAuthId => { public => 1, admin=> 1 }, HomePhone => { public => 1, admin=> 1 }, Address1 => { public => 1, admin=> 1 }, Address2 => { public => 1, admin=> 1 }, City => { public => 1, admin=> 1 }, State => { public => 1, admin=> 1 }, Zip => { public => 1, admin=> 1 }, Country => { public => 1, admin=> 1 }, WorkPhone => { public => 1, admin=> 1 }, } } __PACKAGE__->_BuildTableAttributes; 1; From cloos at netcologne.de Thu Jan 24 06:25:42 2013 From: cloos at netcologne.de (Christian Loos) Date: Thu, 24 Jan 2013 12:25:42 +0100 Subject: [rt-users] FreeformContactInfo with MoreAboutRequestorExtraInfo In-Reply-To: <327BA12C1CBCFE4DB5C15FE9623CD1CC2A5B4BE5@EX10-MC2-NODE03.amherst.edu> References: <327BA12C1CBCFE4DB5C15FE9623CD1CC2A5B4BE5@EX10-MC2-NODE03.amherst.edu> Message-ID: <51011A36.20800@netcologne.de> Am 24.01.2013 04:16, schrieb Rob Ansaldo: > We would like to display FreeformContactInfo in the "More about requestor" section of the ticket display. We already populate this field with info useful to our help desk staff and had customized RT3 to display this. > > After upgrading to RT4, I cannot figure out how to get this to display in the "More about requestor" area. I have added FreeformContactInfo to the MoreAboutRequestorExtraInfo setting in the RT_SiteConfig and have created a custom local/lib/RT/User_Local.pm file where FreeformContactInfo is set to "public", yet the FreeformContactInfo from the db still does not appear. What am I missing? > > Maybe this bug which is fixed in RT 4.0.9: https://github.com/bestpractical/rt/commit/aaa2f5b4 Chris From ymarinov at neterra.net Thu Jan 24 10:11:15 2013 From: ymarinov at neterra.net (ymarinov) Date: Thu, 24 Jan 2013 07:11:15 -0800 (PST) Subject: [rt-users] problems with RT::Authen::ExternalAuth In-Reply-To: <1358954993681-52467.post@n7.nabble.com> References: <1358938777204-52457.post@n7.nabble.com> <1358940277274-52459.post@n7.nabble.com> <211b488341c5a59bcf468cdd63f99694@mail.greenhills-it.co.uk> <1358942804800-52461.post@n7.nabble.com> <1ac687fd523bf0db83e9867ed7f41829@mail.greenhills-it.co.uk> <1358946309072-52463.post@n7.nabble.com> <1358948540485-52465.post@n7.nabble.com> <187c688ba715f62ee4cfb630d6010b4d@mail.greenhills-it.co.uk> <1358954993681-52467.post@n7.nabble.com> Message-ID: <1359040275127-52474.post@n7.nabble.com> I've managed to configure this extension to authenticate against ldap, but, I've faced another problem. Upon logging into, there isn't any queue defined for the user, which means nothing can be done from the user point. However when I try to assign some roles, i wasn't able to see any users listed, which made me think that those users should be created automatically local once they are authenticated against ldap. I've made the following option, but i don't think it's enough to create those users. Set($AutoCreateNonExternalUsers, 0); Any suggestions? -- View this message in context: http://requesttracker.8502.n7.nabble.com/problems-with-RT-Authen-ExternalAuth-tp52440p52474.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From rlansaldo at amherst.edu Thu Jan 24 11:18:46 2013 From: rlansaldo at amherst.edu (Rob Ansaldo) Date: Thu, 24 Jan 2013 16:18:46 +0000 Subject: [rt-users] FreeformContactInfo with MoreAboutRequestorExtraInfo In-Reply-To: <51011A36.20800@netcologne.de> References: <327BA12C1CBCFE4DB5C15FE9623CD1CC2A5B4BE5@EX10-MC2-NODE03.amherst.edu> <51011A36.20800@netcologne.de> Message-ID: <327BA12C1CBCFE4DB5C15FE9623CD1CC2A5BC94D@EX10-MC2-NODE03.amherst.edu> On Jan 24, 2013, at 6:25 AM, Christian Loos wrote: > Am 24.01.2013 04:16, schrieb Rob Ansaldo: >> We would like to display FreeformContactInfo in the "More about requestor" section of the ticket display. We already populate this field with info useful to our help desk staff and had customized RT3 to display this. >> >> After upgrading to RT4, I cannot figure out how to get this to display in the "More about requestor" area. I have added FreeformContactInfo to the MoreAboutRequestorExtraInfo setting in the RT_SiteConfig and have created a custom local/lib/RT/User_Local.pm file where FreeformContactInfo is set to "public", yet the FreeformContactInfo from the db still does not appear. What am I missing? >> >> > > Maybe this bug which is fixed in RT 4.0.9: > https://github.com/bestpractical/rt/commit/aaa2f5b4 > Chris, thanks very much for the suggestion. I have tried applying this patch to our system as a test, but unfortunately it did not seem to help. From keith_d_winton at msn.com Thu Jan 24 11:33:16 2013 From: keith_d_winton at msn.com (kdwinton) Date: Thu, 24 Jan 2013 08:33:16 -0800 (PST) Subject: [rt-users] RT-4.0.5 : Can't do Simple Search on Articles In-Reply-To: <20120607203500.GP1070@jibsheet.com> References: <1359045196593-42407.post@n7.nabble.com> <20120507214614.GG8185@jibsheet.com> <1359045196605-42410.post@n7.nabble.com> <1359045196605-42412.post@n7.nabble.com> <1359045196606-42413.post@n7.nabble.com> <20120607023856.GD1070@jibsheet.com> <1359045196607-42415.post@n7.nabble.com> <20120607203500.GP1070@jibsheet.com> Message-ID: <1359045196569-52476.post@n7.nabble.com> Any update on this ? It's driving our users crazy that they can't do a simple search in Articles - it's how we run our support/services knowledgebase. -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-4-0-5-Can-t-do-Simple-Search-on-Articles-tp42407p52476.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Thu Jan 24 11:46:08 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Jan 2013 11:46:08 -0500 Subject: [rt-users] the best method to update "Resolved Time" In-Reply-To: <028a01cdfa1b$c42432a0$4c6c97e0$@payam124.com> References: <028a01cdfa1b$c42432a0$4c6c97e0$@payam124.com> Message-ID: <20130124164608.GN1493@jibsheet.com> On Thu, Jan 24, 2013 at 01:45:42PM +0330, Payam Poursaied wrote: > One of my colleagues, moved thousands of resolved tickets to another queue without > deactivating the "On ChangeQueue->Set Status=NEW" scrips. Thereafter several tickets statuses > updated to new and he resolved them. This caused incorrect "Resolved Time". > > I know how to find the Tickets and their actual Resolved time through Transactions table. > > But I'm not sure about the best method to update "Resolved" field in Tickets table for > affected tickets. > > My Idea is to submit a comment over all tickets and describe the issue and mention that the > "resolved" time of those tickets which are not consistent with their latest transaction > history, has been updated manually and then update their "Resolved" time manually through the > mysql Sounds like you may want the Bulk Update, but keep in mind that it'll trigger any scrips so you'll want to disable them this time before using the Updated Resolved Time field. You can also leave a comment from the bulk updater. Don't do too many tickets at once or you might time out apache. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jan 24 11:54:10 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Jan 2013 11:54:10 -0500 Subject: [rt-users] FreeformContactInfo with MoreAboutRequestorExtraInfo In-Reply-To: <327BA12C1CBCFE4DB5C15FE9623CD1CC2A5B78B3@EX10-MC2-NODE03.amherst.edu> References: <51011A36.20800@netcologne.de> <327BA12C1CBCFE4DB5C15FE9623CD1CC2A5B78B3@EX10-MC2-NODE03.amherst.edu> Message-ID: <20130124165410.GO1493@jibsheet.com> On Thu, Jan 24, 2013 at 10:50:31AM +0000, Rob Ansaldo wrote: > On 01/23/2013 08:08 PM, trs wrote: > > > On 01/23/2013 07:16 PM, Rob Ansaldo wrote:? > >> We would like to display FreeformContactInfo in the "More about? > >> requestor" section of the ticket display. We already populate this? > >> field with info useful to our help desk staff and had customized RT3? > >> to display this.? > >>? > >> After upgrading to RT4, I cannot figure out how to get this to? > >> display in the "More about requestor" area. I have added? > >> FreeformContactInfo to the MoreAboutRequestorExtraInfo setting in the? > >> RT_SiteConfig and have created a custom local/lib/RT/User_Local.pm? > >> file where FreeformContactInfo is set to "public", yet the? > >> FreeformContactInfo from the db still does not appear. What am I? > >> missing?? > > > Can you show us your User_Local.pm as well as your config where you set? > > MoreAboutRequestorExtraInfo? > > From etc/RT_Config.pm: > > Set($MoreAboutRequestorExtraInfo,"FreeformContactInfo Name EmailAddress Organization NickName Address1 Address2 City State Zip Country HomePhone WorkPhone"); It looks like the User columnmap doesn't define FreeformContactInfo, luckily that's easy to fix, you need the commit on this branch. https://github.com/bestpractical/rt/commits/4.0/user-freeformcontactinfo-columnmap We should check to make sure there aren't any other missing User fields that need trivial addressing. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jan 24 11:58:07 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Jan 2013 11:58:07 -0500 Subject: [rt-users] RT-4.0.5 : Can't do Simple Search on Articles In-Reply-To: <1359045196569-52476.post@n7.nabble.com> References: <20120507214614.GG8185@jibsheet.com> <1359045196605-42410.post@n7.nabble.com> <1359045196605-42412.post@n7.nabble.com> <1359045196606-42413.post@n7.nabble.com> <20120607023856.GD1070@jibsheet.com> <1359045196607-42415.post@n7.nabble.com> <20120607203500.GP1070@jibsheet.com> <1359045196569-52476.post@n7.nabble.com> Message-ID: <20130124165807.GP1493@jibsheet.com> On Thu, Jan 24, 2013 at 08:33:16AM -0800, kdwinton wrote: > Any update on this ? It's driving our users crazy that they can't do a > simple search in Articles - it's how we run our support/services > knowledgebase. As noted on the ticket when I last had time to code dive and try to fix it, the resolution was more complicated than hoped (it wasn't just adding the search back in, it needed refactoring of the Tabs code to support it). While it's still on my radar and still linked to a release, there's not yet a branch for review. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From rlansaldo at amherst.edu Thu Jan 24 12:39:38 2013 From: rlansaldo at amherst.edu (Rob Ansaldo) Date: Thu, 24 Jan 2013 17:39:38 +0000 Subject: [rt-users] FreeformContactInfo with MoreAboutRequestorExtraInfo In-Reply-To: <20130124165410.GO1493@jibsheet.com> References: <51011A36.20800@netcologne.de> <327BA12C1CBCFE4DB5C15FE9623CD1CC2A5B78B3@EX10-MC2-NODE03.amherst.edu> <20130124165410.GO1493@jibsheet.com> Message-ID: <327BA12C1CBCFE4DB5C15FE9623CD1CC2A5BCF4A@EX10-MC2-NODE03.amherst.edu> On Jan 24, 2013, at 11:54 AM, Kevin Falcone wrote: > On Thu, Jan 24, 2013 at 10:50:31AM +0000, Rob Ansaldo wrote: >> On 01/23/2013 08:08 PM, trs wrote: >> >>> On 01/23/2013 07:16 PM, Rob Ansaldo wrote: >>>> We would like to display FreeformContactInfo in the "More about >>>> requestor" section of the ticket display. We already populate this >>>> field with info useful to our help desk staff and had customized RT3 >>>> to display this. >>>> >>>> After upgrading to RT4, I cannot figure out how to get this to >>>> display in the "More about requestor" area. I have added >>>> FreeformContactInfo to the MoreAboutRequestorExtraInfo setting in the >>>> RT_SiteConfig and have created a custom local/lib/RT/User_Local.pm >>>> file where FreeformContactInfo is set to "public", yet the >>>> FreeformContactInfo from the db still does not appear. What am I >>>> missing? >> >>> Can you show us your User_Local.pm as well as your config where you set >>> MoreAboutRequestorExtraInfo? >> >> From etc/RT_Config.pm: >> >> Set($MoreAboutRequestorExtraInfo,"FreeformContactInfo Name EmailAddress Organization NickName Address1 Address2 City State Zip Country HomePhone WorkPhone"); > > It looks like the User columnmap doesn't define FreeformContactInfo, > luckily that's easy to fix, you need the commit on this branch. > > https://github.com/bestpractical/rt/commits/4.0/user-freeformcontactinfo-columnmap > > We should check to make sure there aren't any other missing User > fields that need trivial addressing. > > -kevin That did it! Implemented via rt4/local/html/Elements/RT__User/ColumnMap Thank you! From jbrandt at bestpractical.com Thu Jan 24 14:42:32 2013 From: jbrandt at bestpractical.com (Jim Brandt) Date: Thu, 24 Jan 2013 14:42:32 -0500 Subject: [rt-users] [rt-announce] RT Users Survey Message-ID: <51018EA8.20802@bestpractical.com> We were wondering what configurations of RT our users are running, what you're doing with RT, and what you'd like to do, so we thought we should just ask. Here's a link to our RT Users Survey: https://www.surveymonkey.com/s/L779Q37 The survey has some questions geared toward the administrators who maintain RT or power users who are responsible for its care and feeding locally. There are also questions about using RT and new features you'd like to see. We're interested in a range of responses so please feel free to forward to anyone else who maintains or is an active user of RT. Thanks! _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From ktm at rice.edu Thu Jan 24 15:57:30 2013 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 24 Jan 2013 14:57:30 -0600 Subject: [rt-users] UseSQLForACLChecks / CurrentUserCanSee Message-ID: <20130124205730.GB32714@aart.rice.edu> Dear RT community, I have been testing the option UseSQLForACLChecks which is based on the function CurrentUserCanSee and the initial testing is disappointing. Here are 3 representative front page loads with and without SQL-checks enabled: with-SQL: 16s, 13.8s, 14.5s --- 14.7s average no-SQL: 2.3s, 0.99s, 0.97s --- 1.42s average That is a 10x slowdown and it does not get any better with reloads. In some of the messages on the mailing list, it is mentioned that the performance is "not bad" for some setups. Is there a reference setup that is defined that produces these "not bad" timings? Alternatively, does anyone have a setup that is working well or that has an appropriate cache layer setup? Regards, Ken From ruz at bestpractical.com Thu Jan 24 16:08:30 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 25 Jan 2013 01:08:30 +0400 Subject: [rt-users] UseSQLForACLChecks / CurrentUserCanSee In-Reply-To: <20130124205730.GB32714@aart.rice.edu> References: <20130124205730.GB32714@aart.rice.edu> Message-ID: On Fri, Jan 25, 2013 at 12:57 AM, ktm at rice.edu wrote: > Dear RT community, > > I have been testing the option UseSQLForACLChecks which is based on the > function CurrentUserCanSee and the initial testing is disappointing. Here > are 3 representative front page loads with and without SQL-checks enabled: > > with-SQL: 16s, 13.8s, 14.5s --- 14.7s average > no-SQL: 2.3s, 0.99s, 0.97s --- 1.42s average > > That is a 10x slowdown and it does not get any better with reloads. In > some of the messages on the mailing list, it is mentioned that the performance > is "not bad" for some setups. Is there a reference setup that is defined that > produces these "not bad" timings? Alternatively, does anyone have a setup > that is working well or that has an appropriate cache layer setup? > Hello Ken, You probably read description of the option, right? I always suspected that there will be instances for which performance degrades dramatically because of the option. So far we had one case when option works good for core RT and behaves badly in a proprietary extension. For most of our customers it works great. A few changes have been made since the option was introduced to fix ACL problems and performance issues, so as always you should mention RT version. We would love to see more details on your case. The option will be turned on by default in RT 4.2. > Regards, > Ken -- Best regards, Ruslan. From pozar at lns.com Thu Jan 24 16:46:39 2013 From: pozar at lns.com (Tim Pozar) Date: Thu, 24 Jan 2013 13:46:39 -0800 Subject: [rt-users] Sqlite to MySQL migration with a 4.0.5 deployment Message-ID: I see mail how to move from SQLite to MySQL with 3.x versions of RT. I expect that this may be different with 4.0.x versions. Anyone have a pointer on how to do this? I am currently running version 4.0.5. Thanks? Tim From ktm at rice.edu Thu Jan 24 16:52:40 2013 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 24 Jan 2013 15:52:40 -0600 Subject: [rt-users] UseSQLForACLChecks / CurrentUserCanSee In-Reply-To: References: <20130124205730.GB32714@aart.rice.edu> Message-ID: <20130124215240.GC32714@aart.rice.edu> On Fri, Jan 25, 2013 at 01:08:30AM +0400, Ruslan Zakirov wrote: > On Fri, Jan 25, 2013 at 12:57 AM, ktm at rice.edu wrote: > > Dear RT community, > > > > I have been testing the option UseSQLForACLChecks which is based on the > > function CurrentUserCanSee and the initial testing is disappointing. Here > > are 3 representative front page loads with and without SQL-checks enabled: > > > > with-SQL: 16s, 13.8s, 14.5s --- 14.7s average > > no-SQL: 2.3s, 0.99s, 0.97s --- 1.42s average > > > > That is a 10x slowdown and it does not get any better with reloads. In > > some of the messages on the mailing list, it is mentioned that the performance > > is "not bad" for some setups. Is there a reference setup that is defined that > > produces these "not bad" timings? Alternatively, does anyone have a setup > > that is working well or that has an appropriate cache layer setup? > > > > Hello Ken, > > You probably read description of the option, right? I always suspected > that there > will be instances for which performance degrades dramatically because > of the option. So far we had one case when option works good for core > RT and behaves badly in a proprietary extension. For most of our > customers it works great. > > A few changes have been made since the option was introduced to fix > ACL problems and performance issues, so as always you should mention > RT version. > > We would love to see more details on your case. The option will be > turned on by default in RT 4.2. > > > Regards, > > Ken > > -- > Best regards, Ruslan. > Hi Ruslan, We are running version 3.8.13 with a PostgreSQL 9.2 backend. I will try to look into it further and see if I can locate the cause of the pathological performance issues. Regards, Ken From ruz at bestpractical.com Thu Jan 24 17:15:02 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 25 Jan 2013 02:15:02 +0400 Subject: [rt-users] UseSQLForACLChecks / CurrentUserCanSee In-Reply-To: <20130124215240.GC32714@aart.rice.edu> References: <20130124205730.GB32714@aart.rice.edu> <20130124215240.GC32714@aart.rice.edu> Message-ID: On Fri, Jan 25, 2013 at 1:52 AM, ktm at rice.edu wrote: > We are running version 3.8.13 with a PostgreSQL 9.2 backend. I will > try to look into it further and see if I can locate the cause of the > pathological performance issues. Then you don't have one performance improvement that is only in RT 4.0+, grab patch from b5b357766929465521281c2886456c6b1fe24824 commit. Pg's log of slow queries would be next stop. -- Best regards, Ruslan. From ruz at bestpractical.com Thu Jan 24 17:22:15 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 25 Jan 2013 02:22:15 +0400 Subject: [rt-users] Sqlite to MySQL migration with a 4.0.5 deployment In-Reply-To: References: Message-ID: On Fri, Jan 25, 2013 at 1:46 AM, Tim Pozar wrote: > I see mail how to move from SQLite to MySQL with 3.x versions of RT. I expect that this may be different with 4.0.x versions. Anyone have a pointer on how to do this? I am currently running version 4.0.5. SQLite is so liberal about datatypes and schemas are very close, so I think pretty much any SQLite -> mysql converter will just work. Use the following steps: 1) install RT 4.0.5 on mysql 2) make sure it works 3) delete everything from mysql tables 4) use answers from [1] to dump tables as sql with inserts only 5) insert data mysql -u root rt4 < dump.sql 6) test, adjust, repeat I think this will work, may be with tiny quircks. > Thanks? > Tim -- Best regards, Ruslan. From michael.obrien at globoforce.com Fri Jan 25 09:48:23 2013 From: michael.obrien at globoforce.com (globo) Date: Fri, 25 Jan 2013 06:48:23 -0800 (PST) Subject: [rt-users] Notifying Ticket Owners of email updates Message-ID: <1359125302798-52491.post@n7.nabble.com> Hi, When a ticket gets logged the requester receives a email with the ticket number and also the option to reply to the email to update the request. I need to be able to notify the owner of the ticket when the request gets updated by email. Does anyone know the script or have a template to allow this ? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Notifying-Ticket-Owners-of-email-updates-tp52491.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From tim at marchex.com Fri Jan 25 09:59:50 2013 From: tim at marchex.com (Tim Wiley) Date: Fri, 25 Jan 2013 06:59:50 -0800 Subject: [rt-users] Notifying Ticket Owners of email updates In-Reply-To: <1359125302798-52491.post@n7.nabble.com> References: <1359125302798-52491.post@n7.nabble.com> Message-ID: <51029DE6.6070703@marchex.com> On 01/25/2013 06:48 AM, globo wrote: > Hi, > > When a ticket gets logged the requester receives a email with the ticket > number and also the option to reply to the email to update the request. > > I need to be able to notify the owner of the ticket when the request gets > updated by email. Does anyone know the script or have a template to allow > this ? Are you looking for NotifyActor? # By default, RT doesn't notify the person who performs an update, as they # already know what they've done. If you'd like to change this behaviour, # Set $NotifyActor to 1 Set($NotifyActor, 1); From falcone at bestpractical.com Fri Jan 25 10:56:03 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 25 Jan 2013 10:56:03 -0500 Subject: [rt-users] Notifying Ticket Owners of email updates In-Reply-To: <1359125302798-52491.post@n7.nabble.com> References: <1359125302798-52491.post@n7.nabble.com> Message-ID: <20130125155603.GQ1493@jibsheet.com> On Fri, Jan 25, 2013 at 06:48:23AM -0800, globo wrote: > When a ticket gets logged the requester receives a email with the ticket > number and also the option to reply to the email to update the request. > > I need to be able to notify the owner of the ticket when the request gets > updated by email. Does anyone know the script or have a template to allow > this ? Add a new scrip, On Correspond Notify Owner (or On Create Notify Owner). -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From ktm at rice.edu Fri Jan 25 11:14:34 2013 From: ktm at rice.edu (ktm at rice.edu) Date: Fri, 25 Jan 2013 10:14:34 -0600 Subject: [rt-users] UseSQLForACLChecks / CurrentUserCanSee In-Reply-To: References: <20130124205730.GB32714@aart.rice.edu> <20130124215240.GC32714@aart.rice.edu> Message-ID: <20130125161434.GD32714@aart.rice.edu> On Fri, Jan 25, 2013 at 02:15:02AM +0400, Ruslan Zakirov wrote: > On Fri, Jan 25, 2013 at 1:52 AM, ktm at rice.edu wrote: > > We are running version 3.8.13 with a PostgreSQL 9.2 backend. I will > > try to look into it further and see if I can locate the cause of the > > pathological performance issues. > > Then you don't have one performance improvement that is only in RT > 4.0+, grab patch from b5b357766929465521281c2886456c6b1fe24824 commit. > > Pg's log of slow queries would be next stop. > > > -- > Best regards, Ruslan. > Hi Ruslan, I could not figure out how to pull this patch from the git commit, but here are the two top queries from the DB logs: SELECT count ( DISTINCT main.id ) FROM tickets main JOIN groups groups_1 ON ( groups_1.domain = '' ) AND ( groups_1.instance = main.id ) LEFT JOIN cachedgroupmembers cachedgroupmembers_2 ON ( cachedgroupmembers_2.memberid = '' ) AND ( cachedgroupmembers_2.groupid = groups_1.id ) WHERE ( main.STATUS != '' ) AND ( main.queue = '' AND main.STATUS = '' AND ( ( main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR 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'' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' ) OR ( main.OWNER = '' ) OR ( cachedgroupmembers_2.memberid IS NOT NULL AND groups_1.type = '' ) OR ( cachedgroupmembers_2.memberid IS NOT NULL AND groups_1.type = '' ) ) ) AND ( main.type = '' ) AND ( main.effectiveid = main.id ) ; It was executed 260 time for a total DB time of 2.65 seconds. And the second query: SELECT DISTINCT main.* FROM groups main JOIN principals principals_2 ON ( principals_2.id = main.id ) JOIN cachedgroupmembers cachedgroupmembers_3 ON ( cachedgroupmembers_3.groupid = main.id ) JOIN principals principals_1 ON ( principals_1.id = main.id ) WHERE ( principals_1.disabled = '' ) AND ( principals_2.disabled = '' ) AND ( cachedgroupmembers_3.memberid = '' ) AND ( main.domain = '' ) AND ( principals_1.principaltype = '' ) AND ( cachedgroupmembers_3.disabled = '' ) AND ( main.type = '' OR main.type = '' ) ORDER BY main.name ASC; It was executed 259 time for a total DB time of 1.43 seconds. The execution was spread over the 12-14 seconds needed to load the page. The individual queries seem quick. The total DB time is 3 seconds, but the total display time is almost 5 times as long. Regards, Ken From michael.obrien at globoforce.com Fri Jan 25 11:27:57 2013 From: michael.obrien at globoforce.com (Michael O' Brien) Date: Fri, 25 Jan 2013 16:27:57 +0000 Subject: [rt-users] Notifying Ticket Owners of email updates In-Reply-To: <20130125155603.GQ1493@jibsheet.com> References: <1359125302798-52491.post@n7.nabble.com> <20130125155603.GQ1493@jibsheet.com> Message-ID: <1240ABB476966643B13C69C2AF45460B4916F506@exchange0.corp.globoforce.com> Hi Kevin, I currently have a script setup for the queue , but it doesn't work. Condition : On Correspond Action : Notify Owner Template : My Own Stage : TranscationCreate I just need to notify the owner of the ticket via email when the users reply to the ticket update. Eg. 1. A User logs the request to the helpdesk 2. The user gets a email in outlook with the ticket number 3. An RT administrator takes ownership of the ticket in the RT Request tracker tool. 4. The RT administrator adds a reply to the ticket , which the requestor gets via email in outlook. 5. The requestors reply's to the owners ticket update on outlook via a email. 6. The ticket gets updated on the RT request tracker. - I need the owner of the RT ticket to get the update on his outlook , so he doesn't have to log into the RT tool to check if the user updated the ticket. Does anyone know any way of doing this ? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: 25 January 2013 15:56 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Notifying Ticket Owners of email updates On Fri, Jan 25, 2013 at 06:48:23AM -0800, globo wrote: > When a ticket gets logged the requester receives a email with the > ticket number and also the option to reply to the email to update the request. > > I need to be able to notify the owner of the ticket when the request > gets updated by email. Does anyone know the script or have a template > to allow this ? Add a new scrip, On Correspond Notify Owner (or On Create Notify Owner). -kevin From ruz at bestpractical.com Fri Jan 25 11:50:26 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 25 Jan 2013 20:50:26 +0400 Subject: [rt-users] UseSQLForACLChecks / CurrentUserCanSee In-Reply-To: <20130125161434.GD32714@aart.rice.edu> References: <20130124205730.GB32714@aart.rice.edu> <20130124215240.GC32714@aart.rice.edu> <20130125161434.GD32714@aart.rice.edu> Message-ID: On Fri, Jan 25, 2013 at 8:14 PM, ktm at rice.edu wrote: > On Fri, Jan 25, 2013 at 02:15:02AM +0400, Ruslan Zakirov wrote: >> On Fri, Jan 25, 2013 at 1:52 AM, ktm at rice.edu wrote: >> > We are running version 3.8.13 with a PostgreSQL 9.2 backend. I will >> > try to look into it further and see if I can locate the cause of the >> > pathological performance issues. >> >> Then you don't have one performance improvement that is only in RT >> 4.0+, grab patch from b5b357766929465521281c2886456c6b1fe24824 commit. >> >> Pg's log of slow queries would be next stop. >> >> >> -- >> Best regards, Ruslan. >> > > Hi Ruslan, > > I could not figure out how to pull this patch from the git commit, but > here are the two top queries from the DB logs: git show or https://github.com/bestpractical/rt/commit/b5b357766929465521281c2886456c6b1fe24824.patch > SELECT count ( DISTINCT main.id ) FROM tickets main JOIN groups groups_1 ON ( groups_1.domain = '' ) AND ( groups_1.instance = main.id ) LEFT JOIN cachedgroupmembers cachedgroupmembers_2 ON ( cachedgroupmembers_2.memberid = '' ) AND ( cachedgroupmembers_2.groupid = groups_1.id ) WHERE ( main.STATUS != '' ) AND ( main.queue = '' AND main.STATUS = '' AND ( ( main.queue = '' OR main.queue = '' OR 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main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' OR main.queue = '' ) OR ( main.OWNER = '' ) OR ( cachedgroupmembers_2.memberid IS NOT NULL AND groups_1.type = '' ) OR ( cachedgroupmembers_2.memberid IS NOT NULL AND groups_1.type = '' ) ) ) AND ( main.type = '' ) AND ( main.effectiveid = main.id ) ; > > It was executed 260 time for a total DB time of 2.65 seconds. Well. You observe several problems: 1) This query you see comes from Quick Search box that in 3.8 takes Q*S SQL queries, where Q is number of queues and S number of statuses. In 4.0.x RT does the same using one query only. 2) As pg takes small fraction then you should for sure start with the patch. 3) Recently we discovered a problem with most searches for tickets on Pg. Pg wrongly estimates main.effectiveid = main.id condition to return very small number of rows. Before you get here you should other things first. [snip] First of all, apply the patch. Consider upgrade. I will try to find my patch for third problem that doesn't involve schema change. > Regards, > Ken -- Best regards, Ruslan. From falcone at bestpractical.com Fri Jan 25 12:23:06 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 25 Jan 2013 12:23:06 -0500 Subject: [rt-users] Notifying Ticket Owners of email updates In-Reply-To: <1240ABB476966643B13C69C2AF45460B4916F506@exchange0.corp.globoforce.com> References: <1359125302798-52491.post@n7.nabble.com> <20130125155603.GQ1493@jibsheet.com> <1240ABB476966643B13C69C2AF45460B4916F506@exchange0.corp.globoforce.com> Message-ID: <20130125172306.GR1493@jibsheet.com> On Fri, Jan 25, 2013 at 04:27:57PM +0000, Michael O' Brien wrote: > I currently have a script setup for the queue , but it doesn't work. > > Condition : On Correspond > Action : Notify Owner > Template : My Own > Stage : TranscationCreate > > I just need to notify the owner of the ticket via email when the users reply to the ticket update. > > Eg. > 1. A User logs the request to the helpdesk > 2. The user gets a email in outlook with the ticket number > 3. An RT administrator takes ownership of the ticket in the RT Request tracker tool. > 4. The RT administrator adds a reply to the ticket , which the requestor gets via email in outlook. > 5. The requestors reply's to the owners ticket update on outlook via a email. > 6. The ticket gets updated on the RT request tracker. > > > - I need the owner of the RT ticket to get the update on his outlook , so he doesn't have to log into the RT tool to check if the user updated the ticket. > > > Does anyone know any way of doing this ? Turn your logging to debug and show what it says when the Requestor replies. If you're testing this with yourself as the Requestor and the Owner, then as noted on the thread you will need to change NotifyActor, otherwise RT won't send you mail. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From cwfox at us.fujitsu.com Sat Jan 26 01:42:05 2013 From: cwfox at us.fujitsu.com (Camron W. Fox) Date: Fri, 25 Jan 2013 20:42:05 -1000 Subject: [rt-users] Recommended Upgrade Path Message-ID: <51037ABD.6040602@us.fujitsu.com> All, 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. 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 bluethundr at gmail.com Sat Jan 26 11:19:17 2013 From: bluethundr at gmail.com (Tim Dunphy) Date: Sat, 26 Jan 2013 11:19:17 -0500 Subject: [rt-users] Odd number of elements in anonymous hash error Message-ID: Hello List, I've been noticing that my RT web server has been running out of memory very rapidly lately. And when I restart the web server I see this strange RT related message: [monitor03:~] root% apachectl -t Odd number of elements in anonymous hash at /usr/local/rt4/sbin/../lib/RT/Config.pm line 1055. Odd number of elements in hash assignment at /usr/local/rt4/sbin/../lib/RT/Config.pm line 1056. Syntax OK And I was wondering if this message could be related to the unusual level of memory that Apache is gobbling up. I know that I have restarted the web server several times in the past few months and never seen this message. This is new and so is the phenomenon of the web server quickly running out of memory. Which is why I surmise they may be related. I know that I have never personally altered the file. It seems to have been unchanged since the initial RT install in Oct of 2011: 48 -rw-r--r-- 1 root bin 45585 Oct 13 2011 /usr/local/rt4/lib/RT/Config.pm I am not the only one who admins RT in this 24 web shop. But I have made some minor tweaks to RT_Site_Config.pm . Most recently I enabled GPG settings there. Could any change to RT_Site_Config.pm cause this type of message? Or alter RT so that it consumes copious amounts of memory? I notice also that when I STOP the web server for a moment or two, I instantly have two more gigabytes of memory available. But then I turn the web server back on and its fine for a few minutes. But then RT's performance slows to a crawl and I notice that the web server only has 10 MB free. This is what I see in the RT apache error log: monitor03:~] root% tail -f /usr/local/rt4/var/log/apache2.error [Sat Jan 26 07:07:31 2013] [error] [client 10.40.27.251] Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/lib/perl5/site_perl/5.8.8/Plack/Handler/Apache2.pm line 153 [Sat Jan 26 07:17:18 2013] [error] [client 10.40.27.251] Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/lib/perl5/site_perl/5.8.8/Plack/Handler/Apache2.pm line 153 [Sat Jan 26 07:19:56 2013] [error] [client 10.75.13.45] Directory index forbidden by Options directive: /usr/local/rt4/share/html [Sat Jan 26 07:19:56 2013] [error] [client 10.75.13.45] File does not exist: /usr/local/rt4/share/htmlerror [Sat Jan 26 07:19:56 2013] [error] [client 10.75.13.45] File does not exist: /usr/local/rt4/share/htmlfavicon.ico [Sat Jan 26 07:19:56 2013] [error] [client 10.75.13.45] File does not exist: /usr/local/rt4/share/htmlfavicon.ico [Sat Jan 26 10:34:13 2013] [error] [client 10.75.13.45] Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/lib/perl5/site_perl/5.8.8/Plack/Handler/Apache2.pm line 153, referer: http://rt.mm3.mlbam.com/helpdesk/Search/Simple.html?q=Muthuraj [Sat Jan 26 10:34:29 2013] [error] [client 10.75.13.45] Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/lib/perl5/site_perl/5.8.8/Plack/Handler/Apache2.pm line 153, referer: http://rt.mm3.mlbam.com/helpdesk/Search/Simple.html?q=Muthuraj [Sat Jan 26 10:36:03 2013] [error] [client 10.75.13.45] Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/lib/perl5/site_perl/5.8.8/Plack/Handler/Apache2.pm line 153, referer: http://rt.mm3.mlbam.com/helpdesk/Search/Simple.html?q=Muthuraj [Sat Jan 26 10:45:29 2013] [error] [client 10.40.27.251] Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/lib/perl5/site_perl/5.8.8/Plack/Handler/Apache2.pm line 153 Top confirms that apache is the number 1 consumer of memory. It's a strange situation and I'd appreciate any advice you might have on how to proceed from here. Thanks Tim -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -------------- next part -------------- An HTML attachment was scrubbed... URL: From bluethundr at gmail.com Sat Jan 26 13:10:19 2013 From: bluethundr at gmail.com (Tim Dunphy) Date: Sat, 26 Jan 2013 13:10:19 -0500 Subject: [rt-users] Odd number of elements in anonymous hash error In-Reply-To: References: Message-ID: Also this server has 2GB of ram. Generally speaking is that enough to run RT 4.02 on? Thanks tim On Sat, Jan 26, 2013 at 11:19 AM, Tim Dunphy wrote: > Hello List, > > I've been noticing that my RT web server has been running out of memory > very rapidly lately. And when I restart the web server I see this strange > RT related message: > > [monitor03:~] root% apachectl -t > Odd number of elements in anonymous hash at > /usr/local/rt4/sbin/../lib/RT/Config.pm line 1055. > Odd number of elements in hash assignment at > /usr/local/rt4/sbin/../lib/RT/Config.pm line 1056. > Syntax OK > > And I was wondering if this message could be related to the unusual level > of memory that Apache is gobbling up. I know that I have restarted the web > server several times in the past few months and never seen this message. > This is new and so is the phenomenon of the web server quickly running out > of memory. Which is why I surmise they may be related. > > > I know that I have never personally altered the file. It seems to have > been unchanged since the initial RT install in Oct of 2011: > > 48 -rw-r--r-- 1 root bin 45585 Oct 13 2011 > /usr/local/rt4/lib/RT/Config.pm > > > I am not the only one who admins RT in this 24 web shop. But I have made > some minor tweaks to RT_Site_Config.pm . Most recently I enabled GPG > settings there. Could any change to RT_Site_Config.pm cause this type of > message? Or alter RT so that it consumes copious amounts of memory? I > notice also that when I STOP the web server for a moment or two, I > instantly have two more gigabytes of memory available. > > But then I turn the web server back on and its fine for a few minutes. But > then RT's performance slows to a crawl and I notice that the web server > only has 10 MB free. > > This is what I see in the RT apache error log: > > monitor03:~] root% tail -f /usr/local/rt4/var/log/apache2.error > [Sat Jan 26 07:07:31 2013] [error] [client 10.40.27.251] > Apache2::RequestIO::rflush: (103) Software caused connection abort at > /usr/lib/perl5/site_perl/5.8.8/Plack/Handler/Apache2.pm line 153 > [Sat Jan 26 07:17:18 2013] [error] [client 10.40.27.251] > Apache2::RequestIO::rflush: (103) Software caused connection abort at > /usr/lib/perl5/site_perl/5.8.8/Plack/Handler/Apache2.pm line 153 > [Sat Jan 26 07:19:56 2013] [error] [client 10.75.13.45] Directory index > forbidden by Options directive: /usr/local/rt4/share/html > [Sat Jan 26 07:19:56 2013] [error] [client 10.75.13.45] File does not > exist: /usr/local/rt4/share/htmlerror > [Sat Jan 26 07:19:56 2013] [error] [client 10.75.13.45] File does not > exist: /usr/local/rt4/share/htmlfavicon.ico > [Sat Jan 26 07:19:56 2013] [error] [client 10.75.13.45] File does not > exist: /usr/local/rt4/share/htmlfavicon.ico > [Sat Jan 26 10:34:13 2013] [error] [client 10.75.13.45] > Apache2::RequestIO::rflush: (103) Software caused connection abort at > /usr/lib/perl5/site_perl/5.8.8/Plack/Handler/Apache2.pm line 153, referer: > http://rt.mm3.mlbam.com/helpdesk/Search/Simple.html?q=Muthuraj > [Sat Jan 26 10:34:29 2013] [error] [client 10.75.13.45] > Apache2::RequestIO::rflush: (103) Software caused connection abort at > /usr/lib/perl5/site_perl/5.8.8/Plack/Handler/Apache2.pm line 153, referer: > http://rt.mm3.mlbam.com/helpdesk/Search/Simple.html?q=Muthuraj > [Sat Jan 26 10:36:03 2013] [error] [client 10.75.13.45] > Apache2::RequestIO::rflush: (103) Software caused connection abort at > /usr/lib/perl5/site_perl/5.8.8/Plack/Handler/Apache2.pm line 153, referer: > http://rt.mm3.mlbam.com/helpdesk/Search/Simple.html?q=Muthuraj > [Sat Jan 26 10:45:29 2013] [error] [client 10.40.27.251] > Apache2::RequestIO::rflush: (103) Software caused connection abort at > /usr/lib/perl5/site_perl/5.8.8/Plack/Handler/Apache2.pm line 153 > > > Top confirms that apache is the number 1 consumer of memory. It's a > strange situation and I'd appreciate any advice you might have on how to > proceed from here. > > Thanks > Tim > > -- > GPG me!! > > gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B > > -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Sat Jan 26 16:13:39 2013 From: ktm at rice.edu (ktm at rice.edu) Date: Sat, 26 Jan 2013 15:13:39 -0600 Subject: [rt-users] Odd number of elements in anonymous hash error In-Reply-To: References: Message-ID: <20130126211339.GA2317@aart.rice.edu> On Sat, Jan 26, 2013 at 01:10:19PM -0500, Tim Dunphy wrote: > Also this server has 2GB of ram. Generally speaking is that enough to run > RT 4.02 on? > > Thanks > tim > Hi Tim, If the DB is on the same machine, not really. Version 3.2 worked okay with 2GB, 3.6 worked okay with 4-8GB and that is the least amount I would try to use for 4.0 with them on the same machine. Cheers, Ken From subin at opensourcesolutions.co.in Sun Jan 27 08:34:11 2013 From: subin at opensourcesolutions.co.in (Subin) Date: Sun, 27 Jan 2013 19:04:11 +0530 Subject: [rt-users] Taking RT offline required for enabling sphinx fulltext 'only'? Message-ID: <51052CD3.8040102@opensourcesolutions.co.in> Hello all, Iupgraded my RT from 3.8.7 to 4.0.9 recently. These were the steps I followed: 1. Took the previous RT 3 offline and configured mail redirect. 2. Re-compiled mysql-server 5.1 with 'sphinx' storage engine(sphinxse) for enabling fulltext support for RT 4. 3.Installed RT 4 and restored the previous database backup. It was successful and the new RT interface was working fine after restoring mail flow. All good. However I didn't enable fulltext although I compiled mysql with sphinxse support. I chose it to do another time since I wasn't sure of what all the RT tables to index and was a bit unsure of Sphinx stuff. So my question is: Q) If I intended to enable fulltext with RT4 later onlike as mentioned here: http://www.bestpractical.com/rt/docs/4.0/full_text_indexing.html#Creating-and-configuring-the-index1 starting from the step |"sbin/rt-setup-fulltext-index --dba root --dba-password secret" would I be need to take RT offline like I did for the upgrade?| -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Sun Jan 27 12:29:41 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Sun, 27 Jan 2013 12:29:41 -0500 Subject: [rt-users] Recommended Upgrade Path In-Reply-To: <51037ABD.6040602@us.fujitsu.com> References: <51037ABD.6040602@us.fujitsu.com> Message-ID: <20130127172941.GC4750@jibsheet.com> 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 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Sun Jan 27 12:18:01 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Sun, 27 Jan 2013 12:18:01 -0500 Subject: [rt-users] Odd number of elements in anonymous hash error In-Reply-To: References: Message-ID: <20130127171801.GA4750@jibsheet.com> On Sat, Jan 26, 2013 at 11:19:17AM -0500, Tim Dunphy wrote: > I've been noticing that my RT web server has been running out of memory very rapidly lately. > And when I restart the web server I see this strange RT related message: > [monitor03:~] root% apachectl -t > Odd number of elements in anonymous hash at /usr/local/rt4/sbin/../lib/RT/Config.pm line 1055. > Odd number of elements in hash assignment at /usr/local/rt4/sbin/../lib/RT/Config.pm line > 1056. > Syntax OK This implies that something in RT_SiteConfig.pm is specified incorrectly. You say you set up GnuPG which uses hashes. I'd check that setup carefully, or show it to the list. > But then I turn the web server back on and its fine for a few minutes. But then RT's > performance slows to a crawl and I notice that the web server only has 10 MB free. > This is what I see in the RT apache error log: To diagnose something like this you need to say a lot more about your setup. Is this the webserver and dbserver or only the webserver? What deployment option are you using (mod_perl, fcgi, something else)? How large is each individual apache child, is there one huge one or are they all large? Assuming a webserver only with apache, you may need to tell Apache to only start a few children, and limit the max children so that it can't grow unbounded. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Sun Jan 27 12:21:31 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Sun, 27 Jan 2013 12:21:31 -0500 Subject: [rt-users] Taking RT offline required for enabling sphinx fulltext 'only'? In-Reply-To: <51052CD3.8040102@opensourcesolutions.co.in> References: <51052CD3.8040102@opensourcesolutions.co.in> Message-ID: <20130127172131.GB4750@jibsheet.com> On Sun, Jan 27, 2013 at 07:04:11PM +0530, Subin wrote: > 1. Took the previous RT 3 offline and configured mail redirect. > 2. Re-compiled mysql-server 5.1 with 'sphinx' storage engine(sphinxse) > for enabling fulltext support for RT 4. > 3. Installed RT 4 and restored the previous database backup. It was > successful and the new RT interface was working fine after restoring > mail flow. All good. > > However I didn't enable fulltext although I compiled mysql with sphinxse support. > I chose it to do another time since I wasn't sure of what all the RT tables to index > and was a bit unsure of Sphinx stuff. > > So my question is: > > Q) If I intended to enable fulltext with RT4 later on like as mentioned here: > > [1]http://www.bestpractical.com/rt/docs/4.0/full_text_indexing.html#Creating-and-configuring-the-index1 > starting from the step "sbin/rt-setup-fulltext-index --dba root --dba-password secret" > would I be need to take RT > offline like I did for the upgrade? I would recommend taking the webserver down. That script creates a new table in your database. You'll need to make the table, add in the configuration, restart apache, run an initial index, etc. These are all things best tested in a development environment and then deployed during a scheduled downtime. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From subin at opensourcesolutions.co.in Mon Jan 28 03:38:16 2013 From: subin at opensourcesolutions.co.in (Subin) Date: Mon, 28 Jan 2013 14:08:16 +0530 Subject: [rt-users] Taking RT offline required for enabling sphinx fulltext 'only'? In-Reply-To: <20130127172131.GB4750@jibsheet.com> References: <51052CD3.8040102@opensourcesolutions.co.in> <20130127172131.GB4750@jibsheet.com> Message-ID: <510638F8.8090400@opensourcesolutions.co.in> Noted it. Thanks Kevin. Re, On Sunday 27 January 2013 10:51 PM, Kevin Falcone wrote: > On Sun, Jan 27, 2013 at 07:04:11PM +0530, Subin wrote: >> 1. Took the previous RT 3 offline and configured mail redirect. >> 2. Re-compiled mysql-server 5.1 with 'sphinx' storage engine(sphinxse) >> for enabling fulltext support for RT 4. >> 3. Installed RT 4 and restored the previous database backup. It was >> successful and the new RT interface was working fine after restoring >> mail flow. All good. >> >> However I didn't enable fulltext although I compiled mysql with sphinxse support. >> I chose it to do another time since I wasn't sure of what all the RT tables to index >> and was a bit unsure of Sphinx stuff. >> >> So my question is: >> >> Q) If I intended to enable fulltext with RT4 later on like as mentioned here: >> >> [1]http://www.bestpractical.com/rt/docs/4.0/full_text_indexing.html#Creating-and-configuring-the-index1 >> starting from the step "sbin/rt-setup-fulltext-index --dba root --dba-password secret" >> would I be need to take RT >> offline like I did for the upgrade? > I would recommend taking the webserver down. That script creates a new > table in your database. You'll need to make the table, add in the > configuration, restart apache, run an initial index, etc. These are all > things best tested in a development environment and then deployed during > a scheduled downtime. > > -kevin From traiano at gmail.com Mon Jan 28 10:47:42 2013 From: traiano at gmail.com (Traiano Welcome) Date: Mon, 28 Jan 2013 15:47:42 +0000 Subject: [rt-users] Rt4 MailgateInstallation: Stubborn 403 Forbidden Error Message-ID: Hi List I've installed RT4 via the Debian package management system using the following Wikia guide: http://requesttracker.wikia.com/wiki/PostfixConfig , and operations via the web interface seem to be working fine. I am using "apache2-modperl2.conf". However, I am having an issue trying to get MailGate to work so that I can log tickets via email. Most notably, my attempts to log tickets via email fail with the following errors: >From the Postfix logs: ---- Jan 28 15:27:22 centcomm postfix/local[5921]: A864E9AA9: to=, relay=local, delay=8903, delays=8903/0.06/0/0.21, dsn=4.3.0, status=deferred (temporary failure. Command output: An Error Occurred ================= 403 Forbidden ) ---- >From the Apache logs: ---- [Mon Jan 28 01:47:22 2013] [error] [client xxx.yyy.zzz.www] client denied by server configuration: /usr/share/request-tracker4/html/REST/1.0/NoAuth/mail-gateway ---- I have reviewed and tested the solution on these 2 threads, without success: 1. http://lists.bestpractical.com/pipermail/rt-users/2009-April/058768.html 2. http://www.mentby.com/Group/rt-users/maillog-403-forbidden.html Other than this I cannot find any other solutions on the internet based on similar experiences from other users of RT4. My questions are: a) Is this a known issue with a known fix? If so, I'd appreciate a pointer to it? b) If not, is there some approach I could use to debugging this in more detail so that I can pinpoint exactly what should be changed to allow rt-mailgate to post messages to the REST API for Rt4 ? Below are elements of my configuration for RT, mail and Apache: I am using the following Apache configuration: My /etc/aliases configuration looks like this: --- test: "|/usr/bin/rt-mailgate --queue test --action correspond --url http://centcomm.engeneon.net/rt" test-comment: "|/usr/bin/rt-mailgate --queue testt --action comment --url http://centcomm.engeneon.net/rt --- A manual test of the rt-mailgate script produces the following: --- root at centcomm:~# cat testfile.txt |/usr/bin/rt-mailgate --queue support --action correspond --url http://centcomm.engeneon.net/rt An Error Occurred ================= 403 Forbidden ---- My apache2-modperl2.conf looks like this: --- PerlSetEnv RT_SITE_CONFIG /etc/request-tracker4/RT_SiteConfig.pm Alias /rt /usr/share/request-tracker4/html SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /usr/share/request-tracker4/libexec/rt-server Order allow,deny Allow from all Satisfy any Order Allow,Deny Allow from all Options Indexes MultiViews AllowOverride AuthConfig Order allow,deny Allow from all use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server"); --- My 000-default apache configuration file looks like this: ServerAdmin webmaster at localhost DocumentRoot /var/www Options FollowSymLinks AllowOverride None Options Indexes FollowSymLinks MultiViews AllowOverride None Order allow,deny allow from all ScriptAlias /cgi-bin/ /usr/lib/cgi-bin/ AllowOverride None Options +ExecCGI -MultiViews +SymLinksIfOwnerMatch Order allow,deny Allow from all ErrorLog ${APACHE_LOG_DIR}/error.log # Possible values include: debug, info, notice, warn, error, crit, # alert, emerg. LogLevel debug CustomLog ${APACHE_LOG_DIR}/access.log combined Order allow,deny Allow from all Include /etc/request-tracker4/apache2-modperl2.conf RedirectMatch ^/$ /rt ----- From stace at mcs.anl.gov Mon Jan 28 14:44:04 2013 From: stace at mcs.anl.gov (Craig Stacey) Date: Mon, 28 Jan 2013 13:44:04 -0600 Subject: [rt-users] Modifying watchers list after ownership change Message-ID: <8CBEBCE8-E771-4B03-B747-DB325842A18C@mcs.anl.gov> Trying to solve the problem below. I've been asked to modify a queue such that: > When a ticket comes in unclaimed, mail should go to all admins. > However, when the ticket is claimed then only the owner of the ticket gets any further mail. I found what claims to be a solution to this in the archives from 2009, but I can't get the behavior I'm expecting. This is a stock RT 3.8 instance (ie, no hacks to mail functions). Here's the config and script: === Condition: On Owner Change Action: User Defined Template: Blank Stage: TransactionCreate Custom Condition: Custom action preparation code: foreach my $address($self->TicketObj->QueueObj->Cc->MemberEmailAddresses){ $self->TicketObj->SquelchMailTo($address); } if($self->TicketObj->OwnerObj->Id != $RT::Nobody->id){ $self->TicketObj->AddWatcher( Type=>"AdminCc", PrincipalId=>$self->TicketObj->OwnerObj->Id ); } $self->TicketObj->UnsquelchMailTo($self->TicketObj->OwnerObj->EmailAddress); Custom action cleanup code: === It seems to work, in that when I look at the ticket, I see the ticket owner explicitly listed as AdminCc, but it does not seem to squelch the mail to the other AdminCcs (the default watcher group), so all the admins still get traffic on the ticket. Any ideas? From stace at mcs.anl.gov Mon Jan 28 15:32:25 2013 From: stace at mcs.anl.gov (Craig Stacey) Date: Mon, 28 Jan 2013 14:32:25 -0600 (CST) Subject: [rt-users] Modifying watchers list after ownership change In-Reply-To: <8CBEBCE8-E771-4B03-B747-DB325842A18C@mcs.anl.gov> Message-ID: <1378381145.2785469.1359405145636.JavaMail.root@mcs.anl.gov> We figured it out. Changed the Scrip accordingly: foreach my $address($self->TicketObj->QueueObj->Cc->MemberEmailAddresses){ $self->TicketObj->SquelchMailTo($address); } foreach my $address($self->TicketObj->QueueObj->AdminCc->MemberEmailAddresses){ $self->TicketObj->SquelchMailTo($address); } if($self->TicketObj->OwnerObj->Id != $RT::Nobody->id){ $self->TicketObj->AddWatcher( Type=>"AdminCc", PrincipalId=>$self->TicketObj->OwnerObj->Id ); } $self->TicketObj->UnsquelchMailTo($self->TicketObj->OwnerObj->EmailAddress); ----- Original Message ----- From: "Craig Stacey" To: rt-users at lists.bestpractical.com Sent: Monday, January 28, 2013 1:44:04 PM Subject: Modifying watchers list after ownership change Trying to solve the problem below. I've been asked to modify a queue such that: > When a ticket comes in unclaimed, mail should go to all admins. > However, when the ticket is claimed then only the owner of the ticket gets any further mail. I found what claims to be a solution to this in the archives from 2009, but I can't get the behavior I'm expecting. This is a stock RT 3.8 instance (ie, no hacks to mail functions). Here's the config and script: === Condition: On Owner Change Action: User Defined Template: Blank Stage: TransactionCreate Custom Condition: Custom action preparation code: foreach my $address($self->TicketObj->QueueObj->Cc->MemberEmailAddresses){ $self->TicketObj->SquelchMailTo($address); } if($self->TicketObj->OwnerObj->Id != $RT::Nobody->id){ $self->TicketObj->AddWatcher( Type=>"AdminCc", PrincipalId=>$self->TicketObj->OwnerObj->Id ); } $self->TicketObj->UnsquelchMailTo($self->TicketObj->OwnerObj->EmailAddress); Custom action cleanup code: === It seems to work, in that when I look at the ticket, I see the ticket owner explicitly listed as AdminCc, but it does not seem to squelch the mail to the other AdminCcs (the default watcher group), so all the admins still get traffic on the ticket. Any ideas? From bertignac at gmail.com Tue Jan 29 04:04:38 2013 From: bertignac at gmail.com (L B) Date: Tue, 29 Jan 2013 10:04:38 +0100 Subject: [rt-users] IE8, aileron CSS, and very long subject Message-ID: Hi, When setting a very long subject in a ticket, IE8 has an issue displaying the ticket properly, see attachment. Has anyone experienced this and found the magic CSS trick to fix this? I'm running RT 4.0.7. Thanks! -- L.B. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: bug.png Type: image/png Size: 30081 bytes Desc: not available URL: From loshkovskyi at yandex.ua Tue Jan 29 08:20:11 2013 From: loshkovskyi at yandex.ua (Loshkovskyi Andrii) Date: Tue, 29 Jan 2013 15:20:11 +0200 Subject: [rt-users] Error in log: "Use of uninitialized value $ticketcount in numeric lt" Message-ID: <3721461359465611@web28g.yandex.ru> Hello, I noticed that my RT logs are full with the errors like below: [Tue Jan 29 09:56:01 2013] [warning]: Use of uninitialized value $ticketcount in numeric lt (<) at /usr/share/request-tracker4/html/Search/Results.html line 185. (/usr/share/request-tracker4/html/Search/Results.html:185) [Tue Jan 29 09:56:01 2013] [warning]: Use of uninitialized value $ticketcount in numeric lt (<) at /usr/share/request-tracker4/html/Search/Results.html line 186. (/usr/share/request-tracker4/html/Search/Results.html:186) Those errors match the following lines in the Results.html file: link_rel{next} = $BaseURL . $genpage->($Page + 1) if ($Page * $Rows) < $ticketcount; $link_rel{last} = $BaseURL . $genpage->(POSIX::ceil($ticketcount/$Rows)) if $Rows and ($Page * $Rows) < $ticketcount; So, it looks like the variable $ticketcount is undefined. Can someone suggest a work around on this issue? What this variable and file are for? I'm using RT 4.0.4-2 on Ubuntu 12.04 LTS. Thank you. From tony.arnold at manchester.ac.uk Tue Jan 29 08:43:30 2013 From: tony.arnold at manchester.ac.uk (Tony Arnold) Date: Tue, 29 Jan 2013 13:43:30 +0000 Subject: [rt-users] RT Extermnal Auth plugin and LDAP Message-ID: <5107D202.7070203@manchester.ac.uk> I am using the ExternalAuth plugin 0.12 on RT 3.8.14 and have configured to use an LDAP server for authentication. I have specified group membership as a requisite for authentication. Our LDAP server does not allow anonymous bind for looking up group membership, so I've specified some credentials for this. However, this is failing. It seems the plugin binds as the user being authenticated in order to check group membership rather than the credentials specified in the config file. The user being authenticated does not have the rights to look up the group, hence it fails. Is this a bug or a feature? Any suggestions for a work around? Many thanks. Regards, Tony. -- Tony Arnold, Tel: +44 (0) 161 275 6093 Head of IT Security, Fax: +44 (0) 705 344 3082 University of Manchester, Mob: +44 (0) 773 330 0039 Manchester M13 9PL. Email: tony.arnold at manchester.ac.uk From ruslan.zakirov at gmail.com Tue Jan 29 09:42:31 2013 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 29 Jan 2013 18:42:31 +0400 Subject: [rt-users] RT Extermnal Auth plugin and LDAP In-Reply-To: <5107D202.7070203@manchester.ac.uk> References: <5107D202.7070203@manchester.ac.uk> Message-ID: It's known issue that plugin checks group membership using user's account. I think there were a patch on rt.cpan.org for this. Ruslan from phone. 29.01.2013 17:43 ???????????? "Tony Arnold" ???????: > I am using the ExternalAuth plugin 0.12 on RT 3.8.14 and have configured > to use an LDAP server for authentication. > > I have specified group membership as a requisite for authentication. Our > LDAP server does not allow anonymous bind for looking up group > membership, so I've specified some credentials for this. > > However, this is failing. It seems the plugin binds as the user being > authenticated in order to check group membership rather than the > credentials specified in the config file. The user being authenticated > does not have the rights to look up the group, hence it fails. > > Is this a bug or a feature? Any suggestions for a work around? > > Many thanks. > > Regards, > Tony. > > -- > Tony Arnold, Tel: +44 (0) 161 275 6093 > Head of IT Security, Fax: +44 (0) 705 344 3082 > University of Manchester, Mob: +44 (0) 773 330 0039 > Manchester M13 9PL. Email: tony.arnold at manchester.ac.uk > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From tony.arnold at manchester.ac.uk Tue Jan 29 10:17:59 2013 From: tony.arnold at manchester.ac.uk (Tony Arnold) Date: Tue, 29 Jan 2013 15:17:59 +0000 Subject: [rt-users] RT Extermnal Auth plugin and LDAP In-Reply-To: References: <5107D202.7070203@manchester.ac.uk> Message-ID: <5107E827.6000508@manchester.ac.uk> Ruslan, Thanks. I can't find a patch for this on rt.cpan.org. I've found bug #69500 which refers to version 0.09 of the ExternalAuth plugin and I'm on 0.12. Looking at the source of LDAP.pm a simple fix could be to check the group membership before the user password check. Any reason why that would not do the trick? Any ideas where else to look? Regards, Tony. On 29/01/13 14:42, Ruslan Zakirov wrote: > It's known issue that plugin checks group membership using user's > account. I think there were a patch on rt.cpan.org > for this. > > Ruslan from phone. > > 29.01.2013 17:43 ???????????? "Tony Arnold" > > > ???????: > > I am using the ExternalAuth plugin 0.12 on RT 3.8.14 and have configured > to use an LDAP server for authentication. > > I have specified group membership as a requisite for authentication. Our > LDAP server does not allow anonymous bind for looking up group > membership, so I've specified some credentials for this. > > However, this is failing. It seems the plugin binds as the user being > authenticated in order to check group membership rather than the > credentials specified in the config file. The user being authenticated > does not have the rights to look up the group, hence it fails. > > Is this a bug or a feature? Any suggestions for a work around? > > Many thanks. > > Regards, > Tony. > > -- > Tony Arnold, Tel: +44 (0) 161 275 6093 > Head of IT Security, Fax: +44 (0) 705 344 3082 > University of Manchester, Mob: +44 (0) 773 330 0039 > Manchester M13 9PL. Email: > tony.arnold at manchester.ac.uk > -- Tony Arnold, Tel: +44 (0) 161 275 6093 Head of IT Security, Fax: +44 (0) 705 344 3082 University of Manchester, Mob: +44 (0) 773 330 0039 Manchester M13 9PL. Email: tony.arnold at manchester.ac.uk From bones at rmtc.fedex.com Tue Jan 29 10:29:38 2013 From: bones at rmtc.fedex.com (Don Beethe) Date: Tue, 29 Jan 2013 08:29:38 -0700 Subject: [rt-users] trying to user RT-Authen-ExternalAuth-0.12 and getting error on create user Message-ID: <009901cdfe35$739c7e50$5ad57af0$@rmtc.fedex.com> I'm trying to use this plugin to authenticate against our LDAP. Can see where it's getting the data from LDAP, but when user create is called, it returns an error.. Could not create a new user - FreeformContactInfo - dmbeethe - RealName - Don Beethe - EmailAddress - dmbeethe at fedex.com - Gecos - dmbeethe - Password - *NO-PASSWORD* - Name - 55621 - ExternalAuthId - 55621 What am I missing here? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Tue Jan 29 11:57:20 2013 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 29 Jan 2013 20:57:20 +0400 Subject: [rt-users] RT Extermnal Auth plugin and LDAP In-Reply-To: <5107E827.6000508@manchester.ac.uk> References: <5107D202.7070203@manchester.ac.uk> <5107E827.6000508@manchester.ac.uk> Message-ID: On Tue, Jan 29, 2013 at 7:17 PM, Tony Arnold wrote: > Ruslan, > > Thanks. I can't find a patch for this on rt.cpan.org. I've found bug > #69500 which refers to version 0.09 of the ExternalAuth plugin and I'm > on 0.12. > > Looking at the source of LDAP.pm a simple fix could be to check the > group membership before the user password check. Any reason why that > would not do the trick? Would do. If you get to it a patch may help 0.13 release with the fix. > Any ideas where else to look? > > Regards, > Tony. -- Best regards, Ruslan. From julien.caunan at bmscircuits.com Tue Jan 29 12:55:41 2013 From: julien.caunan at bmscircuits.com (Julien CAUNAN) Date: Tue, 29 Jan 2013 17:55:41 +0000 Subject: [rt-users] Implement a function in RT 3.8.8 Message-ID: <1F6C5B0A9EE59C4F886C816E0C092F2D1C4B3676@AMSPRD0710MB389.eurprd07.prod.outlook.com> Hi every body, I would like to know how can I implement the automatic operation beetween TimeLeft and TimeWorked as the folowing explanation : TimeWorked = TimeLeft + TimeWorked because I've transformed my TimeLeft as Time worked only on the current day. I've modified the "MyDay.html" file to have this function automatically and it works, it adds automatically TimeWorked and TimeLeft (TimeWorked in this day) form "My Day" html page. When I apply modifications in "Update.html" file, I haven't results on my "ticket page" I don't understand why. Can you help me ? Best regards, Julien CAUNAN Support Moyens De Tests Av. Paul Gellos, BP 531 - 64105 - BAYONNE Cedex - FRANCE julien.caunan at bmscircuits.com T?l : +33 (0)5 59 58 41 51 Mob : Fax : +33 (0)5 59 58 57 01 www.bmscircuits.com [http://nsa22.casimages.com/img/2012/03/06//120306085532380989.jpg] [http://nsa21.casimages.com/img/2012/03/06//120306090312371802.jpg]Please consider your environmental responsibility before printing this e-mail # " Ce courriel et les documents qui lui sont joints peuvent contenir des informations confidentielles ou ayant un caract?re priv?. S'ils ne vous sont pas destin?s, nous vous signalons qu'il est strictement interdit de les divulguer, de les reproduire ou d'en utiliser de quelque mani?re que ce soit le contenu. Si ce message vous a ?t? transmis par erreur, merci d'en informer l'exp?diteur et de supprimer imm?diatement de votre syst?me informatique ce courriel ainsi que tous les documents qui y sont attach?s." ****** " This e-mail and any attached documents may contain confidential or proprietary information. If you are not the intended recipient, you are notified that any dissemination, copying of this e-mail and any attachments thereto or use of their contents by any means whatsoever is strictly prohibited. If you have received this e-mail in error, please advise the sender immediately and delete this e-mail and all attached documents from your computer system." # -------------- next part -------------- An HTML attachment was scrubbed... URL: From tony.arnold at manchester.ac.uk Tue Jan 29 13:11:29 2013 From: tony.arnold at manchester.ac.uk (Tony Arnold) Date: Tue, 29 Jan 2013 18:11:29 +0000 Subject: [rt-users] RT Extermnal Auth plugin and LDAP In-Reply-To: References: <5107D202.7070203@manchester.ac.uk> <5107E827.6000508@manchester.ac.uk> Message-ID: <510810D1.9080702@manchester.ac.uk> Ruslan, On 29/01/13 16:57, Ruslan Zakirov wrote: > On Tue, Jan 29, 2013 at 7:17 PM, Tony Arnold > wrote: >> Ruslan, >> >> Thanks. I can't find a patch for this on rt.cpan.org. I've found bug >> #69500 which refers to version 0.09 of the ExternalAuth plugin and I'm >> on 0.12. >> >> Looking at the source of LDAP.pm a simple fix could be to check the >> group membership before the user password check. Any reason why that >> would not do the trick? > > Would do. If you get to it a patch may help 0.13 release with the fix. I've tried it and it seems to work, although it probably needs to be more thoroughly tested. I'm not sure what the best way of generating a patch file, but I've attached what I have done. Patch applies to /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm Regards, Tony. -- Tony Arnold, Tel: +44 (0) 161 275 6093 Head of IT Security, Fax: +44 (0) 705 344 3082 University of Manchester, Mob: +44 (0) 773 330 0039 Manchester M13 9PL. Email: tony.arnold at manchester.ac.uk -------------- next part -------------- A non-text attachment was scrubbed... Name: LDAP.pm.patch Type: text/x-patch Size: 2115 bytes Desc: not available URL: From ruslan.zakirov at gmail.com Tue Jan 29 13:55:35 2013 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 29 Jan 2013 22:55:35 +0400 Subject: [rt-users] RT Extermnal Auth plugin and LDAP In-Reply-To: <510810D1.9080702@manchester.ac.uk> References: <5107D202.7070203@manchester.ac.uk> <5107E827.6000508@manchester.ac.uk> <510810D1.9080702@manchester.ac.uk> Message-ID: Hi, It's better to save on the ticket you found or create a new one with link to old one. On Tue, Jan 29, 2013 at 10:11 PM, Tony Arnold wrote: > Ruslan, > > On 29/01/13 16:57, Ruslan Zakirov wrote: >> On Tue, Jan 29, 2013 at 7:17 PM, Tony Arnold >> wrote: >>> Ruslan, >>> >>> Thanks. I can't find a patch for this on rt.cpan.org. I've found bug >>> #69500 which refers to version 0.09 of the ExternalAuth plugin and I'm >>> on 0.12. >>> >>> Looking at the source of LDAP.pm a simple fix could be to check the >>> group membership before the user password check. Any reason why that >>> would not do the trick? >> >> Would do. If you get to it a patch may help 0.13 release with the fix. > > I've tried it and it seems to work, although it probably needs to be > more thoroughly tested. > > I'm not sure what the best way of generating a patch file, but I've > attached what I have done. Patch applies to > > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm > > Regards, > Tony. > -- > Tony Arnold, Tel: +44 (0) 161 275 6093 > Head of IT Security, Fax: +44 (0) 705 344 3082 > University of Manchester, Mob: +44 (0) 773 330 0039 > Manchester M13 9PL. Email: tony.arnold at manchester.ac.uk -- Best regards, Ruslan. From trs at bestpractical.com Tue Jan 29 13:59:16 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 29 Jan 2013 10:59:16 -0800 Subject: [rt-users] Error in log: "Use of uninitialized value $ticketcount in numeric lt" In-Reply-To: <3721461359465611@web28g.yandex.ru> References: <3721461359465611@web28g.yandex.ru> Message-ID: <51081C04.7020106@bestpractical.com> On 01/29/2013 05:20 AM, Loshkovskyi Andrii wrote: > Hello, > > I noticed that my RT logs are full with the errors like below: > > [Tue Jan 29 09:56:01 2013] [warning]: Use of uninitialized value $ticketcount in numeric lt (<) at /usr/share/request-tracker4/html/Search/Results.html line 185. (/usr/share/request-tracker4/html/Search/Results.html:185) > [Tue Jan 29 09:56:01 2013] [warning]: Use of uninitialized value $ticketcount in numeric lt (<) at /usr/share/request-tracker4/html/Search/Results.html line 186. (/usr/share/request-tracker4/html/Search/Results.html:186) Those aren't errors, but warnings. Note the [warning] tag. While you're correct to investigate them, in this case they appear to be harmless. I don't know if they still occur in RT 4.0.9, but you might try that out. You can ignore them without worry regardless. Thomas From trs at bestpractical.com Tue Jan 29 14:00:20 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 29 Jan 2013 11:00:20 -0800 Subject: [rt-users] trying to user RT-Authen-ExternalAuth-0.12 and getting error on create user In-Reply-To: <009901cdfe35$739c7e50$5ad57af0$@rmtc.fedex.com> References: <009901cdfe35$739c7e50$5ad57af0$@rmtc.fedex.com> Message-ID: <51081C44.6030801@bestpractical.com> On 01/29/2013 07:29 AM, Don Beethe wrote: > I?m trying to use this plugin to authenticate against our LDAP? > > Can see where it?s getting the data from LDAP, but when user create is > called, it returns an error.. > > Could not create a new user - FreeformContactInfo - dmbeethe - RealName > - Don Beethe - EmailAddress - dmbeethe at fedex.com - Gecos - dmbeethe - > Password - *NO-PASSWORD* - Name - 55621 - ExternalAuthId ? 55621 > > What am I missing here? Can you paste the full log? There should be a reason _why_ it can't create the user. You may also want to turn up your log levels to "debug": http://bestpractical.com/rt/docs/latest/RT_Config.html#Logging From falcone at bestpractical.com Tue Jan 29 18:30:58 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 29 Jan 2013 23:30:58 +0000 Subject: [rt-users] [rt-announce] RT 4.0.10 Released Message-ID: <20130129233058.GE731@jibsheet.com> RT 4.0.10 is now available for download. http://download.bestpractical.com/pub/rt/release/rt-4.0.10.tar.gz http://download.bestpractical.com/pub/rt/release/rt-4.0.10.tar.gz.sig SHA1 sums 6ecb3f9ffd59df55d04fc7705e4017e8a420bac8 rt-4.0.10.tar.gz 7f84cad8c5aa0a3b8bd45e5b79ab6b247bfa3624 rt-4.0.10.tar.gz.sig This release contains several bugfixes and a fix for a regression introduced in 4.0.9. If you have a Queue configured so that users have SeeQueue and CreateTicket but not ShowTicket (they can create tickets, but won't be able to see them after creation) then any Custom Fields assigned to that Queue and filled in during creation would be lost during submission. Bugfixes * CF values are no longer possibly lost during ticket creation; see above for a complete description * Updated localizations, including a new Slovak translation * Error titleboxes now render properly when they have collapse icons * Restore a missing tag on the mobile login * Allow non-uris in Link transactions * Bulk Update maintains the previous value of the "Told" box on page reload * Simple Search no triggers queue-searching behavior when passed a disabled Queue names * We now find localizations expressed as ( qw(a b c)) * Only attempt to update Told if the correspond succeeded git log rt-4.0.9..rt-4.0.10 or visiting https://github.com/bestpractical/rt/compare/rt-4.0.9...rt-4.0.10 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From manuel.subredu at roedu.net Wed Jan 30 06:07:35 2013 From: manuel.subredu at roedu.net (Manuel Subredu) Date: Wed, 30 Jan 2013 13:07:35 +0200 Subject: [rt-users] Weird right problem Message-ID: <5108FEF7.10402@roedu.net> Hi, 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: [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) 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 ? Regards, -- M.S. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 308 bytes Desc: OpenPGP digital signature URL: From jblaine at kickflop.net Wed Jan 30 11:13:17 2013 From: jblaine at kickflop.net (Jeff Blaine) Date: Wed, 30 Jan 2013 11:13:17 -0500 Subject: [rt-users] Quietly comment on a ticket? Message-ID: <5109469D.4060803@kickflop.net> 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. From mcmorran at mdibl.org Wed Jan 30 11:31:05 2013 From: mcmorran at mdibl.org (Roy McMorran) Date: Wed, 30 Jan 2013 11:31:05 -0500 Subject: [rt-users] Modify ticket 'body' after extracting custom fields? Message-ID: <51094AC9.1020702@mdibl.org> 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! -- Roy McMorran Systems Administrator MDI Biological Laboratory mcmorran at mdibl.org From Raed.El-Hames at daisygroupplc.com Wed Jan 30 13:12:40 2013 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Wed, 30 Jan 2013 18:12:40 +0000 Subject: [rt-users] Passwords not working after upgrade to rt-4.0.8 Message-ID: <892593C9CA8E25458C440A63DDC6774D2FB6F2D9@DG-HEXMBX02.daisy.group> Hi, First of all apologies for the length of signature (I really can't do anything about it). I am in the process of upgrading my rt-3.8.7 to rt-4.0.8 , I followed all the README and Upgrade docs. I am installing into a clean rt4 directory, and only put in cosmetic customisation . Ran make upgrade-database perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/shrink_transactions_table.pl perl etc/upgrade/vulnerable-passwords --fix However now the root user and my user cannot login to the interface getting username or password incorrect error. I guess its all to do with vulnerable-passwords! I have seen few posts about this issue, but have n't seen a fix that applies to my situation, My Users table: | Users | CREATE TABLE `Users` ( `id` int(11) NOT NULL AUTO_INCREMENT, `Name` varchar(200) NOT NULL DEFAULT '', `Password` varchar(256) DEFAULT NULL, `Comments` text, `Signature` text, `EmailAddress` varchar(120) CHARACTER SET ascii DEFAULT NULL, `FreeformContactInfo` text, `Organization` varchar(200) DEFAULT NULL, `RealName` varchar(120) DEFAULT NULL, `NickName` varchar(16) DEFAULT NULL, `Lang` varchar(16) CHARACTER SET ascii DEFAULT NULL, `EmailEncoding` varchar(16) CHARACTER SET ascii DEFAULT NULL, `WebEncoding` varchar(16) CHARACTER SET ascii DEFAULT NULL, `ExternalContactInfoId` varchar(100) DEFAULT NULL, `ContactInfoSystem` varchar(30) DEFAULT NULL, `ExternalAuthId` varchar(100) DEFAULT NULL, `AuthSystem` varchar(30) DEFAULT NULL, `Gecos` varchar(16) DEFAULT NULL, `HomePhone` varchar(30) DEFAULT NULL, `WorkPhone` varchar(30) DEFAULT NULL, `MobilePhone` varchar(30) DEFAULT NULL, `PagerPhone` varchar(30) DEFAULT NULL, `Address1` varchar(200) DEFAULT NULL, `Address2` varchar(200) DEFAULT NULL, `City` varchar(100) DEFAULT NULL, `State` varchar(100) DEFAULT NULL, `Zip` varchar(16) DEFAULT NULL, `Country` varchar(50) DEFAULT NULL, `Timezone` varchar(50) CHARACTER SET ascii DEFAULT NULL, `PGPKey` blob, `Creator` int(11) NOT NULL DEFAULT '0', `Created` datetime DEFAULT NULL, `LastUpdatedBy` int(11) NOT NULL DEFAULT '0', `LastUpdated` datetime DEFAULT NULL, `AuthToken` varchar(16) CHARACTER SET ascii DEFAULT NULL, PRIMARY KEY (`id`), UNIQUE KEY `Users1` (`Name`), KEY `Users2` (`Name`), KEY `Users3` (`id`,`EmailAddress`), KEY `Users4` (`EmailAddress`) ) ENGINE=InnoDB AUTO_INCREMENT=12734800 DEFAULT CHARSET=utf8 | Also if its helps, the password entry for my user: Password: !sha512!5B7CB45ok1NPS+Ig!LITc6RFH4wTOfqz There is very little of any use in the log file (Logging and Statement log both set to 'debug'), and the only message I get is: [Wed Jan 30 17:25:43 2013] [error]: FAILED LOGIN for xxxxx from xxxxxx (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:739) The sql server is mysql Ver 14.14 Distrib 5.1.66 Any help will truly be appreciated. Regards; 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. From trs at bestpractical.com Wed Jan 30 14:19:58 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 30 Jan 2013 11:19:58 -0800 Subject: [rt-users] Passwords not working after upgrade to rt-4.0.8 In-Reply-To: <892593C9CA8E25458C440A63DDC6774D2FB6F2D9@DG-HEXMBX02.daisy.group> References: <892593C9CA8E25458C440A63DDC6774D2FB6F2D9@DG-HEXMBX02.daisy.group> Message-ID: <5109725E.3040004@bestpractical.com> On 01/30/2013 10:12 AM, Raed El-Hames wrote: > First of all apologies for the length of signature (I really can't do anything about it). > I am in the process of upgrading my rt-3.8.7 to rt-4.0.8 , I followed all the README and Upgrade docs. > I am installing into a clean rt4 directory, and only put in cosmetic customisation . > [snip] > > My Users table: > | Users | CREATE TABLE `Users` ( > `id` int(11) NOT NULL AUTO_INCREMENT, > `Name` varchar(200) NOT NULL DEFAULT '', > `Password` varchar(256) DEFAULT NULL, > [snip] > > Also if its helps, the password entry for my user: > Password: !sha512!5B7CB45ok1NPS+Ig!LITc6RFH4wTOfqz Despite the longer column size, your password value is truncated. This is usually the result of an incomplete database upgrade that left the column length at 40. Can you reply with your /opt/rt4/lib/RT/User.pm and anything in /opt/rt4/local/lib/? Thomas From ed_santora at harvard.edu Wed Jan 30 16:02:41 2013 From: ed_santora at harvard.edu (Ed Santora) Date: Wed, 30 Jan 2013 16:02:41 -0500 Subject: [rt-users] mailgate LWP SSL error after upgrading some perl mods Message-ID: Hello all, I tried searching the archives, but couldn't find this specific error. After upgrading a few perl modules, I starting seeing this error getting bounced back. The following text was generated during the delivery attempt: ------ pipe to |/home/web/sites/xxx.xxx.xxx/rt4/bin/rt-mailgate --queue test --action correspond --url https://xxx.xxx.xxx/rt/ generated by test at xxx.xxx.xxx ------ ******************************************************************* Using the default of SSL_verify_mode of SSL_VERIFY_NONE for client is deprecated! Please set SSL_verify_mode to SSL_VERIFY_PEER together with SSL_ca_file|SSL_ca_path for verification. If you really don't want to verify the certificate and keep the connection open to Man-In-The-Middle attacks please set SSL_verify_mode explicitly to SSL_VERIFY_NONE in your application. ******************************************************************* at /usr/local/share/perl5/LWP/Protocol/http.pm line 31. It's a registered domain (several years old) with a valid ssl cert. I test the cert with several sites and they all say it's valid and installed correctly. Any ideas? Thanks! -Ed Ed Santora, Senior System Administrator Harvard University, Academic Computing Division of Continuing Education From trs at bestpractical.com Wed Jan 30 17:13:33 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 30 Jan 2013 14:13:33 -0800 Subject: [rt-users] mailgate LWP SSL error after upgrading some perl mods In-Reply-To: References: Message-ID: <51099B0D.50503@bestpractical.com> On 01/30/2013 01:02 PM, Ed Santora wrote: > Hello all, > > I tried searching the archives, but couldn't find this specific error. > > After upgrading a few perl modules, I starting seeing this error getting > bounced back. > > The following text was generated during the delivery attempt: > > ------ pipe to |/home/web/sites/xxx.xxx.xxx/rt4/bin/rt-mailgate --queue > test --action correspond --url https://xxx.xxx.xxx/rt/ > generated by test at xxx.xxx.xxx ------ > > ******************************************************************* > Using the default of SSL_verify_mode of SSL_VERIFY_NONE for client > is deprecated! Please set SSL_verify_mode to SSL_VERIFY_PEER > together with SSL_ca_file|SSL_ca_path for verification. > If you really don't want to verify the certificate and keep the > connection open to Man-In-The-Middle attacks please set > SSL_verify_mode explicitly to SSL_VERIFY_NONE in your application. > ******************************************************************* > at /usr/local/share/perl5/LWP/Protocol/http.pm line 31. > > > It's a registered domain (several years old) with a valid ssl cert. I > test the cert with several sites and they all say it's valid and > installed correctly. Your testing doesn't mean the system running rt-mailgate is setup to trust the CA which issued the cert. Either install the signing CA as a trusted CA system-wide on the mail server, or use the --ca-file argument to rt-mailgate: http://bestpractical.com/rt/docs/latest/rt-mailgate.html#ca-file-path Alternatively, you can tell rt-mailgate not to care about SSL certs, but that defeats most of the point of using SSL in the first place. From Jonah.Hirsch at nau.edu Wed Jan 30 17:30:49 2013 From: Jonah.Hirsch at nau.edu (Jonah Hirsch) Date: Wed, 30 Jan 2013 22:30:49 +0000 Subject: [rt-users] Default dashboard? Message-ID: <563057883B14F74A83CA92FDE413848A2EE6726F@yew.nau.froot.nau.edu> Is there a way to make a pre-built dashboard the default dashboard for a user or group? Jonah Hirsch Application Systems Analyst Campus Services and Activities - IT Support (928) 523-6579 jonah.hirsch at nau.edu [Description: Description: NAU_PrimH_web[1]] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 9365 bytes Desc: image001.png URL: From Thomas.Lau at principleone.com Thu Jan 31 00:50:01 2013 From: Thomas.Lau at principleone.com (Thomas Lau) Date: Thu, 31 Jan 2013 05:50:01 +0000 Subject: [rt-users] RT: Scrip IsApplicable died? Message-ID: <8BFBF14CE1F57C46A863FE2E8F367A89029E39E2@p1hkdcwx03.hk.principleone.com> 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/Email/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/Email/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_RequireStartsSet.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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Thomas.Lau at principleone.com Thu Jan 31 01:52:27 2013 From: Thomas.Lau at principleone.com (Thomas Lau) Date: Thu, 31 Jan 2013 06:52:27 +0000 Subject: [rt-users] command by mail line breaker Message-ID: <8BFBF14CE1F57C46A863FE2E8F367A89029E3D1E@p1hkdcwx03.hk.principleone.com> Got a slight problem on command by mail. I'm trying to update a multi line test box but I can only update it via example 1 instead of example 2, any idea how to add in a line break? Eg1 Cf.{Summary}: line 1 Line 2 <-- this will not be recorded Eg2 Cf.{summary}: line1 line 2 We need line 2 on the second line Any idea how to get it working? 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Thomas.Lau at principleone.com Thu Jan 31 05:12:49 2013 From: Thomas.Lau at principleone.com (Thomas Lau) Date: Thu, 31 Jan 2013 10:12:49 +0000 Subject: [rt-users] template modification Message-ID: <8BFBF14CE1F57C46A863FE2E8F367A89029E4105@p1hkdcwx03.hk.principleone.com> Following is the current situation: Wed Jan 16 08:31:41 2013: Request 124 was acted upon. Transaction : Given to y by o Queue : Test Subject : Test Printer does not work Owner : y Requestors : abc at abc.com Status : new Ticket URL : http://domain.com/Ticket/Display.html?id=81134 Type: Summary: ResolvedMethodBy: Category: Response Time (Minutes): SLA : platinum Overdue: Client Response: DN: Problem Status: Rework: Severity: This transaction appears to have no content _______________________________________________________ RT-Attach-Message: yes {$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon. Transaction : {$Transaction->Description} Queue : {$Ticket->QueueObj->Name} Subject : {$Transaction->Subject || $Ticket->Subject || "(No subject given)"} Owner : {$Ticket->OwnerObj->Name} Requestors : {$Ticket->RequestorAddresses} Status : {$Ticket->Status} Ticket URL : {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} { my $CustomFields = $Ticket->QueueObj->TicketCustomFields(); while (my $CustomField = $CustomFields->Next()) { my $CustomFieldValues=$Ticket->CustomFieldValues($CustomField->Id); $OUT .= " " . $CustomField->Name; if ($CustomFieldValues->Count) { my $spacer; if ( $CustomField->Type ne 'FreeformMultiple' and $CustomField->Type ne 'SelectMultiple' ) { $spacer = " " x (12 - length($CustomField->Name)); } else { $spacer = "\n"; } $OUT .= $spacer . ": "; } else { $OUT .= ": \n"; next; } while (my $CustomFieldValue = $CustomFieldValues->Next) { $OUT .= " " if ( $CustomField->Type eq 'FreeformMultiple' or $CustomField->Type eq 'SelectMultiple' ); $OUT .= $CustomFieldValue->Content . "\n"; } $OUT .= "\n" if ( $CustomField->Type eq 'FreeformMultiple' or $CustomField->Type eq 'SelectMultiple' ); } $OUT; } {$Transaction->Content()} How could I cut off all other field down to this? Transaction : Given to y by o Queue : Principle One Asia Subject : test change owner Owner : y Summary: Ticket URL : http://domain.com/Ticket/Display.html?id=81476 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Raed.El-Hames at daisygroupplc.com Thu Jan 31 06:10:37 2013 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Thu, 31 Jan 2013 11:10:37 +0000 Subject: [rt-users] Passwords not working after upgrade to rt-4.0.8 In-Reply-To: <5109725E.3040004@bestpractical.com> References: <892593C9CA8E25458C440A63DDC6774D2FB6F2D9@DG-HEXMBX02.daisy.group> <5109725E.3040004@bestpractical.com> Message-ID: <892593C9CA8E25458C440A63DDC6774D2FB6F665@DG-HEXMBX02.daisy.group> Hi Thomas, Thanks for your response. There is nothing in my local/lib (no local changes applied yet): [root at rt-dev lib]# pwd /opt/rt4/local/lib [root at rt-dev lib]# ls -al total 8 drwxr-xr-x 2 root root 4096 Jan 7 15:35 . drwxr-xr-x 7 root root 4096 Jan 7 15:35 .. My User.pm is attached (please note I have made any changes there either). Regards; 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: 30 January 2013 19:20 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Passwords not working after upgrade to rt-4.0.8 On 01/30/2013 10:12 AM, Raed El-Hames wrote: > First of all apologies for the length of signature (I really can't do anything about it). > I am in the process of upgrading my rt-3.8.7 to rt-4.0.8 , I followed all the README and Upgrade docs. > I am installing into a clean rt4 directory, and only put in cosmetic customisation . > [snip] > > My Users table: > | Users | CREATE TABLE `Users` ( > `id` int(11) NOT NULL AUTO_INCREMENT, > `Name` varchar(200) NOT NULL DEFAULT '', > `Password` varchar(256) DEFAULT NULL, > [snip] > > Also if its helps, the password entry for my user: > Password: !sha512!5B7CB45ok1NPS+Ig!LITc6RFH4wTOfqz Despite the longer column size, your password value is truncated. This is usually the result of an incomplete database upgrade that left the column length at 40. Can you reply with your /opt/rt4/lib/RT/User.pm and anything in /opt/rt4/local/lib/? Thomas -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: User.pm.txt URL: From ruz at bestpractical.com Thu Jan 31 06:39:34 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 31 Jan 2013 15:39:34 +0400 Subject: [rt-users] RT: Scrip IsApplicable died? In-Reply-To: <8BFBF14CE1F57C46A863FE2E8F367A89029E39E2@p1hkdcwx03.hk.principleone.com> References: <8BFBF14CE1F57C46A863FE2E8F367A89029E39E2@p1hkdcwx03.hk.principleone.com> Message-ID: Hi, @Plugins options is set incorrectly or permissions on files are incorrect. On Thu, Jan 31, 2013 at 9:50 AM, Thomas Lau 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/Email/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/Email/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_RequireStartsSet.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 Thu Jan 31 06:46:59 2013 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Thu, 31 Jan 2013 11:46:59 +0000 Subject: [rt-users] Passwords not working after upgrade to rt-4.0.8 In-Reply-To: <892593C9CA8E25458C440A63DDC6774D2FB6F665@DG-HEXMBX02.daisy.group> References: <892593C9CA8E25458C440A63DDC6774D2FB6F2D9@DG-HEXMBX02.daisy.group> <5109725E.3040004@bestpractical.com> <892593C9CA8E25458C440A63DDC6774D2FB6F665@DG-HEXMBX02.daisy.group> Message-ID: <892593C9CA8E25458C440A63DDC6774D2FB6F6AE@DG-HEXMBX02.daisy.group> Thomas, Just incase this helps you in the diagnoses . I managed to changed my user password via perl script and rt api. Managed to login and change my password from web ui, logout then in again ..still works Changed root password , then logged in as root and it worked. Password hash now looks better: !sha512!KKxW98Esg+bVXzfM!aWfTpkuRONLZaGwSFApCqXwS8nAlLshdeDLfhb0aV/2he4Hp7Gwu3eqkcx9PgA+CR2QESSuAMvGwNH2BplVZGQ So we know the database schema changes have been applied I checked if this isolated to my user and root , quick look in the Users table: mysql> select count(*) from Users where length(Password) > 42 ; +----------+ | count(*) | +----------+ | 3 | +----------+ These 3 accounts are my user root and an account I created today. But I am left with: mysql> select count(*) from Users where Password != '*NO-PASSWORD*' and length(Password) < 43 ; +----------+ | count(*) | +----------+ | 2343 | +----------+ Any pointers?? 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. 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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 11:11 To: Thomas Sibley; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Passwords not working after upgrade to rt-4.0.8 Hi Thomas, Thanks for your response. There is nothing in my local/lib (no local changes applied yet): [root at rt-dev lib]# pwd /opt/rt4/local/lib [root at rt-dev lib]# ls -al total 8 drwxr-xr-x 2 root root 4096 Jan 7 15:35 . drwxr-xr-x 7 root root 4096 Jan 7 15:35 .. My User.pm is attached (please note I have made any changes there either). Regards; 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: 30 January 2013 19:20 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Passwords not working after upgrade to rt-4.0.8 On 01/30/2013 10:12 AM, Raed El-Hames wrote: > First of all apologies for the length of signature (I really can't do anything about it). > I am in the process of upgrading my rt-3.8.7 to rt-4.0.8 , I followed all the README and Upgrade docs. > I am installing into a clean rt4 directory, and only put in cosmetic customisation . > [snip] > > My Users table: > | Users | CREATE TABLE `Users` ( > `id` int(11) NOT NULL AUTO_INCREMENT, > `Name` varchar(200) NOT NULL DEFAULT '', > `Password` varchar(256) DEFAULT NULL, > [snip] > > Also if its helps, the password entry for my user: > Password: !sha512!5B7CB45ok1NPS+Ig!LITc6RFH4wTOfqz Despite the longer column size, your password value is truncated. This is usually the result of an incomplete database upgrade that left the column length at 40. Can you reply with your /opt/rt4/lib/RT/User.pm and anything in /opt/rt4/local/lib/? Thomas From ktm at rice.edu Thu Jan 31 08:20:52 2013 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 31 Jan 2013 07:20:52 -0600 Subject: [rt-users] command by mail line breaker In-Reply-To: <8BFBF14CE1F57C46A863FE2E8F367A89029E3D1E@p1hkdcwx03.hk.principleone.com> References: <8BFBF14CE1F57C46A863FE2E8F367A89029E3D1E@p1hkdcwx03.hk.principleone.com> Message-ID: <20130131132052.GO12811@aart.rice.edu> On Thu, Jan 31, 2013 at 06:52:27AM +0000, Thomas Lau wrote: > Got a slight problem on command by mail. I'm trying to update a multi line test box but I can only update it via example 1 instead of example 2, any idea how to add in a line break? > > Eg1 > Cf.{Summary}: line 1 > Line 2 <-- this will not be recorded > > > > Eg2 > Cf.{summary}: line1 line 2 > We need line 2 on the second line Hi Thomas, The CommandByMail extension has the documented restriction that the update must be one line only. To do more would require you to re-write the parsing routine. If you get it working, please post your changes. I would not mind having that functionality as well. Just no time to work on it. Regards, Ken From Raed.El-Hames at daisygroupplc.com Thu Jan 31 08:56:41 2013 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Thu, 31 Jan 2013 13:56:41 +0000 Subject: [rt-users] How to customize in local/lib Message-ID: <892593C9CA8E25458C440A63DDC6774D2FB6F7AC@DG-HEXMBX02.daisy.group> Hi, Sorry if this have been asked before, but I could n?t see anything in the archives or via web search. I just started the process of upgrading my rt-3.8.7 to rt-4 With rt-4 the Overlay files have been removed, and I am wondering what is the proper way to add or modify existing functions with lib/RT. For example to change a subroutine in User_Overlay.pm in 3.8.7 , I create User_Vendor.pm in local/lib/RT , copy then modify the function I need to change into User_Vendor.pm , similar any new functions I need go there ?? will this method still work in 4.0.8 ?? or Do I need the whole of User.pm then modify or add to ?? Roy [cid:image07daee.PNG at 729b4329.40a8e0b6] This email (and any attachments) contains information, which may be privileged and/or confidential. It's meant only for the individual(s) or entity named above. If you're not the intended recipient, please note that disclosing, copying, distributing or using this information is prohibited. If you've received this email in error, please let me know immediately by emailing me at the email address above and then delete all traces of this email from your system. We monitor our email system, and may record your emails. Computer viruses can be transmitted by email. You should check this email and any attachments for the presence of viruses. We accept no liability for any damage caused by any virus transmitted by this email or any attachments. Daisy Communications Ltd Registered office: Daisy House, Lindred Road Business Park, Nelson, Lancashire, BB9 5SR Registered in England and Wales with company number: 4145329 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image07daee.PNG Type: image/png Size: 8216 bytes Desc: image07daee.PNG URL: From bones at rmtc.fedex.com Thu Jan 31 09:22:07 2013 From: bones at rmtc.fedex.com (Don Beethe) Date: Thu, 31 Jan 2013 07:22:07 -0700 Subject: [rt-users] trying to user RT-Authen-ExternalAuth-0.12 and getting Message-ID: <00c501cdffbe$596f2de0$0c4d89a0$@rmtc.fedex.com> Found my problem was trying to use employee number as the name. Once I fixed that and did some other tweaks to connect to our LDAP, got everything working. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Thu Jan 31 11:45:20 2013 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 31 Jan 2013 10:45:20 -0600 Subject: [rt-users] UseSQLForACLChecks performance problem on RT 3.8 Message-ID: <20130131164520.GR12811@aart.rice.edu> Dear RT community, While investigating performance issues caused by enabling the option UseSQLForACLChecks, a big cause of the slowdown was drawing the QuickSeach panel and its resulting DB queries. In RT4 they have been consolidated into a single query. I have attached a patched version of html/Elements/QueueSummary that does the same for RT 3.8.x. The sample that was 15s before is now 2s. Regards, Ken -------------- next part -------------- %# BEGIN BPS TAGGED BLOCK {{{ %# %# COPYRIGHT: %# %# This software is Copyright (c) 1996-2013 Best Practical Solutions, LLC %# %# %# (Except where explicitly superseded by other copyright notices) %# %# %# LICENSE: %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# %# You should have received a copy of the GNU General Public License %# along with this program; if not, write to the Free Software %# Foundation, Inc., 51 Franklin Street, Fifth Floor, Boston, MA %# 02110-1301 or visit their web page on the internet at %# http://www.gnu.org/licenses/old-licenses/gpl-2.0.html. %# %# %# CONTRIBUTION SUBMISSION POLICY: %# %# (The following paragraph is not intended to limit the rights granted %# to you to modify and distribute this software under the terms of %# the GNU General Public License and is only of importance to you if %# you choose to contribute your changes and enhancements to the %# community by submitting them to Best Practical Solutions, LLC.) %# %# By intentionally submitting any modifications, corrections or %# derivatives to this work, or any other work intended for use with %# Request Tracker, to Best Practical Solutions, LLC, you confirm that %# you are the copyright holder for those contributions and you grant %# Best Practical Solutions, LLC a nonexclusive, worldwide, irrevocable, %# royalty-free, perpetual, license to use, copy, create derivative %# works based on those contributions, and sublicense and distribute %# those contributions and any derivatives thereof. %# %# END BPS TAGGED BLOCK }}} % for my $status ( @statuses ) { % } <%PERL> my $i = 0; for my $queue (@queues) { $i++; my $name = $queue->{Name}; $name =~ s/(['\\])/\\$1/g; my $queue_cond = "Queue = '$name' AND "; my $all_q = $queue_cond . '('.join( " OR ", map "Status = '$_'", @statuses ) . ')'; <%perl> for my $status (@statuses) { % } % }
<&|/l&>Queue<% loc($status) %>
<% $queue->{Name} %> "><% $data->{$queue->{id}}->{$status } || '-' %>
<%INIT> # Ensure sane default unless ( @statuses ) { foreach (RT::Queue->ActiveStatusArray()) { push @statuses, $_; } } my @queues; if ($cache && exists $session{$cache}) { @queues = @{$session{$cache}}; } else { my $Queues = RT::Queues->new( $session{'CurrentUser'} ); $Queues->UnLimit(); $m->callback( CallbackName => 'SQLFilter', Queues => $Queues ); @queues = grep $queue_filter->($_), @{ $Queues->ItemsArrayRef }; $m->callback( CallbackName => 'Filter', Queues => \@queues ); @queues = map { { id => $_->Id, Name => $_->Name, Description => $_->Description || '', } } grep $_, @queues; $session{$cache} = \@queues if $cache; } my $data = {}; my $statuses = {}; use RT::Report::Tickets; my $report = RT::Report::Tickets->new( RT->SystemUser ); my $query = "(". join(" OR ", map {s{(['\\])}{\\$1}g; "Status = '$_'"} @statuses) #' .") AND (". join(' OR ', map "Queue = ".$_->{id}, @queues) .")"; $query = 'id < 0' unless @queues; $report->SetupGroupings( Query => $query, GroupBy => [qw(Status Queue)] ); while ( my $entry = $report->Next ) { $data->{ $entry->__Value("Queue") }->{ $entry->__Value("Status") } = $entry->__Value('id'); $statuses->{ $entry->__Value("Status") } = 1; } <%ARGS> $cache => undef $queue_filter => undef @statuses => () From ruz at bestpractical.com Thu Jan 31 12:02:59 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 31 Jan 2013 21:02:59 +0400 Subject: [rt-users] UseSQLForACLChecks performance problem on RT 3.8 In-Reply-To: <20130131164520.GR12811@aart.rice.edu> References: <20130131164520.GR12811@aart.rice.edu> Message-ID: On Thu, Jan 31, 2013 at 8:45 PM, ktm at rice.edu wrote: > Dear RT community, > > While investigating performance issues caused by enabling the > option UseSQLForACLChecks, a big cause of the slowdown was drawing > the QuickSeach panel and its resulting DB queries. In RT4 they > have been consolidated into a single query. I have attached a > patched version of html/Elements/QueueSummary that does the same > for RT 3.8.x. The sample that was 15s before is now 2s. It should be even faster. Don't show inactive statuses if you have many historical tickets. An index may help. Also, 2 seconds can be result of hitting Pg problem I mentioned earlier. Explain of the query will answer this. > Regards, > Ken -- Best regards, Ruslan. From trs at bestpractical.com Thu Jan 31 12:07:12 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 31 Jan 2013 09:07:12 -0800 Subject: [rt-users] How to customize in local/lib In-Reply-To: <892593C9CA8E25458C440A63DDC6774D2FB6F7AC@DG-HEXMBX02.daisy.group> References: <892593C9CA8E25458C440A63DDC6774D2FB6F7AC@DG-HEXMBX02.daisy.group> Message-ID: <510AA4C0.5050504@bestpractical.com> On 01/31/2013 05:56 AM, Raed El-Hames wrote: > Hi, > > Sorry if this have been asked before, but I could n?t see anything in > the archives or via web search. > > I just started the process of upgrading my rt-3.8.7 to rt-4 > > With rt-4 the Overlay files have been removed, and I am wondering what > is the proper way to add or modify existing functions with lib/RT. > > For example to change a subroutine in User_Overlay.pm in 3.8.7 , I > create User_Vendor.pm in local/lib/RT , copy then modify the function I > need to change into > > User_Vendor.pm , similar any new functions I need go there ?? will this > method still work in 4.0.8 ?? or Do I need the whole of User.pm then > modify or add to ?? The same method you're using will still work; the _Overlay.pm files were merged with the standard .pm files. (FWIW, we've always suggested not using _Vendor as that may be used by, well, the vendor (that's usually us, when writing extensions), so _Local is preferable for your local changes.) From trs at bestpractical.com Thu Jan 31 12:41:55 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 31 Jan 2013 09:41:55 -0800 Subject: [rt-users] How to customize in local/lib In-Reply-To: <892593C9CA8E25458C440A63DDC6774D2FB70909@DG-HEXMBX02.daisy.group> References: <892593C9CA8E25458C440A63DDC6774D2FB6F7AC@DG-HEXMBX02.daisy.group> <510AA4C0.5050504@bestpractical.com> <892593C9CA8E25458C440A63DDC6774D2FB70909@DG-HEXMBX02.daisy.group> Message-ID: <510AACE3.3000503@bestpractical.com> 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 ktm at rice.edu Thu Jan 31 13:24:16 2013 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 31 Jan 2013 12:24:16 -0600 Subject: [rt-users] UseSQLForACLChecks performance problem on RT 3.8 In-Reply-To: References: <20130131164520.GR12811@aart.rice.edu> Message-ID: <20130131182416.GS12811@aart.rice.edu> On Thu, Jan 31, 2013 at 09:02:59PM +0400, Ruslan Zakirov wrote: > On Thu, Jan 31, 2013 at 8:45 PM, ktm at rice.edu wrote: > > Dear RT community, > > > > While investigating performance issues caused by enabling the > > option UseSQLForACLChecks, a big cause of the slowdown was drawing > > the QuickSeach panel and its resulting DB queries. In RT4 they > > have been consolidated into a single query. I have attached a > > patched version of html/Elements/QueueSummary that does the same > > for RT 3.8.x. The sample that was 15s before is now 2s. > > It should be even faster. Don't show inactive statuses if you have > many historical tickets. An index may help. Also, 2 seconds can be > result of hitting Pg problem I mentioned earlier. Explain of the query > will answer this. > > > Regards, > > Ken > > -- > Best regards, Ruslan. > Hi Ruslan, Here is the EXPLAIN. It looks like a reasonable plan. Regards, Ken EXPLAIN ANALYZE SELECT COUNT(DISTINCT main.id) AS id, main.Status AS status, main.Queue AS queue FROM Tickets main WHERE (main.Status != 'deleted') AND ( ( main.Status = 'new' OR main.Status = 'open' OR main.Status = 'stalled' ) AND ( main.Queue = '3' OR main.Queue = '7' OR main.Queue = '4' OR main.Queue = '131' OR main.Queue = '169' OR main.Queue = '170' OR main.Queue = '167' OR main.Queue = '105' OR main.Queue = '42' OR main.Queue = '6' OR main.Queue = '41' OR main.Queue = '18' OR main.Queue = '1' OR main.Queue = '8' OR main.Queue = '89' OR main.Queue = '90' OR main.Queue = '43' OR main.Queue = '68' OR main.Queue = '72' OR main.Queue = '73' OR main.Queue = '17' OR main.Queue = '158' OR main.Queue = '71' OR main.Queue = '92' OR main.Queue = '107' OR main.Queue = '95' OR main.Queue = '23' OR main.Queue = '24' OR main.Queue = '27' OR main.Queue = '86' OR main.Queue = '16' OR main.Queue = '97' OR main.Queue = '53' OR main.Queue = '66' OR main.Queue = '12' OR main.Queue = '82' OR main.Queue = '75' OR main.Queue = '51' OR main.Queue = '69' OR main.Queue = '26' OR main.Queue = '96' OR main.Queue = '152' OR main.Queue = '93' OR main.Queue = '25' OR main.Queue = '165' OR main.Queue = '81' OR main.Queue = '29' OR main.Queue = '14' OR main.Queue = '19' OR main.Queue = '162' OR main.Queue = '140' OR main.Queue = '98' OR main.Queue = '10' OR main.Queue = '5' OR main.Queue = '133' OR main.Queue = '121' OR main.Queue = '153' OR main.Queue = '20' OR main.Queue = '154' OR main.Queue = '126' OR main.Queue = '125' OR main.Queue = '168' OR main.Queue = '134' OR main.Queue = '137' OR main.Queue = '173' OR main.Queue = '94' OR main.Queue = '155' OR main.Queue = '138' OR main.Queue = '127' OR main.Queue = '157' OR main.Queue = '156' OR main.Queue = '132' OR main.Queue = '123' OR main.Queue = '112' OR main.Queue = '118' OR main.Queue = '117' OR main.Queue = '119' OR main.Queue = '115' OR main.Queue = '9' OR main.Queue = '122' OR main.Queue = '160' OR main.Queue = '28' OR main.Queue = '100' OR main.Queue = '44' OR main.Queue = '45' OR main.Queue = '149' OR main.Queue = '48' OR main.Queue = '164' ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY main.Status, main.Queue; QUERY PLAN --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- GroupAggregate (cost=2278.48..2278.69 rows=1 width=20) (actual time=34.864..35.871 rows=142 loops=1) -> Sort (cost=2278.48..2278.52 rows=16 width=20) (actual time=34.852..35.013 rows=2472 loops=1) Sort Key: status, queue Sort Method: quicksort Memory: 212kB -> Bitmap Heap Scan on tickets main (cost=49.55..2278.16 rows=16 width=20) (actual time=6.384..29.371 rows=2472 loops=1) Recheck Cond: (((status)::text = 'new'::text) OR ((status)::text = 'open'::text) OR ((status)::text = 'stalled'::text)) Filter: (((type)::text = 'ticket'::text) AND (effectiveid = id) AND ((queue = 3) OR (queue = 7) OR (queue = 4) OR (queue = 131) OR (queue = 169) OR (queue = 170) OR (queue = 167) OR (queue = 105) OR (queue = 42) OR (queue = 6) OR (queue = 41) OR (queue = 18) OR (queue = 1) OR (queue = 8) OR (queue = 89) OR (queue = 90) OR (queue = 43) OR (queue = 68) OR (queue = 72) OR (queue = 73) OR (queue = 17) OR (queue = 158) OR (queue = 71) OR (queue = 92) OR (queue = 107) OR (queue = 95) OR (queue = 23) OR (queue = 24) OR (queue = 27) OR (queue = 86) OR (queue = 16) OR (queue = 97) OR (queue = 53) OR (queue = 66) OR (queue = 12) OR (queue = 82) OR (queue = 75) OR (queue = 51) OR (queue = 69) OR (queue = 26) OR (queue = 96) OR (queue = 152) OR (queue = 93) OR (queue = 25) OR (queue = 165) OR (queue = 81) OR (queue = 29) OR (queue = 14) OR (queue = 19) OR (queue = 162) OR (queue = 140) OR (queue = 98) OR (queue = 10) OR (queue = 5) OR (queue = 133) OR (queue = 121) OR (queue = 153) OR (queue = 20) OR (queue = 154) OR (queue = 126) OR (queue = 125) OR (queue = 168) OR (queue = 134) OR (queue = 137) OR (queue = 173) OR (queue = 94) OR (queue = 155) OR (queue = 138) OR (queue = 127) OR (queue = 157) OR (queue = 156) OR (queue = 132) OR (queue = 123) OR (queue = 112) OR (queue = 118) OR (queue = 117) OR (queue = 119) OR (queue = 115) OR (queue = 9) OR (queue = 122) OR (queue = 160) OR (queue = 28) OR (queue = 100) OR (queue = 44) OR (queue = 45) OR (queue = 149) OR (queue = 48) OR (queue = 164))) Rows Removed by Filter: 4097 -> BitmapOr (cost=49.55..49.55 rows=6153 width=0) (actual time=3.646..3.646 rows=0 loops=1) -> Bitmap Index Scan on tickets4 (cost=0.00..19.32 rows=2408 width=0) (actual time=2.380..2.380 rows=16885 loops=1) Index Cond: ((status)::text = 'new'::text) -> Bitmap Index Scan on tickets4 (cost=0.00..29.57 rows=3707 width=0) (actual time=1.240..1.240 rows=9053 loops=1) Index Cond: ((status)::text = 'open'::text) -> Bitmap Index Scan on tickets4 (cost=0.00..0.65 rows=38 width=0) (actual time=0.024..0.024 rows=71 loops=1) Index Cond: ((status)::text = 'stalled'::text) Total runtime: 36.025 ms (16 rows) From Raed.El-Hames at daisygroupplc.com Thu Jan 31 13:05:16 2013 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Thu, 31 Jan 2013 18:05:16 +0000 Subject: [rt-users] How to customize in local/lib In-Reply-To: <510AACE3.3000503@bestpractical.com> References: <892593C9CA8E25458C440A63DDC6774D2FB6F7AC@DG-HEXMBX02.daisy.group> <510AA4C0.5050504@bestpractical.com> <892593C9CA8E25458C440A63DDC6774D2FB70909@DG-HEXMBX02.daisy.group> <510AACE3.3000503@bestpractical.com> Message-ID: <892593C9CA8E25458C440A63DDC6774D2FB70952@DG-HEXMBX02.daisy.group> 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. -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: Tickets_Local.pm.txt URL: From ruz at bestpractical.com Thu Jan 31 18:28:35 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 1 Feb 2013 03:28:35 +0400 Subject: [rt-users] UseSQLForACLChecks performance problem on RT 3.8 In-Reply-To: <20130131182416.GS12811@aart.rice.edu> References: <20130131164520.GR12811@aart.rice.edu> <20130131182416.GS12811@aart.rice.edu> Message-ID: On Thu, Jan 31, 2013 at 10:24 PM, ktm at rice.edu wrote: > On Thu, Jan 31, 2013 at 09:02:59PM +0400, Ruslan Zakirov wrote: >> On Thu, Jan 31, 2013 at 8:45 PM, ktm at rice.edu wrote: >> > Dear RT community, >> > >> > While investigating performance issues caused by enabling the >> > option UseSQLForACLChecks, a big cause of the slowdown was drawing >> > the QuickSeach panel and its resulting DB queries. In RT4 they >> > have been consolidated into a single query. I have attached a >> > patched version of html/Elements/QueueSummary that does the same >> > for RT 3.8.x. The sample that was 15s before is now 2s. >> >> It should be even faster. Don't show inactive statuses if you have >> many historical tickets. An index may help. Also, 2 seconds can be >> result of hitting Pg problem I mentioned earlier. Explain of the query >> will answer this. Explain quoted below looks good. Have you meant 2 seconds for the page or quick search box only? I think whole page and it sounds not bad. >> > Regards, >> > Ken >> >> -- >> Best regards, Ruslan. >> > > Hi Ruslan, > > Here is the EXPLAIN. It looks like a reasonable plan. > > Regards, > Ken > > > EXPLAIN ANALYZE SELECT COUNT(DISTINCT main.id) AS id, main.Status AS status, main.Queue AS queue FROM Tickets main WHERE (main.Status != 'deleted') AND ( ( main.Status = 'new' OR main.Status = 'open' OR main.Status = 'stalled' ) AND ( main.Queue = '3' OR main.Queue = '7' OR main.Queue = '4' OR main.Queue = '131' OR main.Queue = '169' OR main.Queue = '170' OR main.Queue = '167' OR main.Queue = '105' OR main.Queue = '42' OR main.Queue = '6' OR main.Queue = '41' OR main.Queue = '18' OR main.Queue = '1' OR main.Queue = '8' OR main.Queue = '89' OR main.Queue = '90' OR main.Queue = '43' OR main.Queue = '68' OR main.Queue = '72' OR main.Queue = '73' OR main.Queue = '17' OR main.Queue = '158' OR main.Queue = '71' OR main.Queue = '92' OR main.Queue = '107' OR main.Queue = '95' OR main.Queue = '23' OR main.Queue = '24' OR main.Queue = '27' OR main.Queue = '86' OR main.Queue = '16' OR main.Queue = '97' OR main.Queue = '53' OR main.Queue = '66' OR main.Queue = '12' OR main.Queue = '82' OR main.Queue = '75' OR main.Queue = '51' OR main.Queue = '69' OR main.Queue = '26' OR main.Queue = '96' OR main.Queue = '152' OR main.Queue = '93' OR main.Queue = '25' OR main.Queue = '165' OR main.Queue = '81' OR main.Queue = '29' OR main.Queue = '14' OR main.Queue = '19' OR main.Queue = '162' OR main.Queue = '140' OR main.Queue = '98' OR main.Queue = '10' OR main.Queue = '5' OR main.Queue = '133' OR main.Queue = '121' OR main.Queue = '153' OR main.Queue = '20' OR main.Queue = '154' OR main.Queue = '126' OR main.Queue = '125' OR main.Queue = '168' OR main.Queue = '134' OR main.Queue = '137' OR main.Queue = '173' OR main.Queue = '94' OR main.Queue = '155' OR main.Queue = '138' OR main.Queue = '127' OR main.Queue = '157' OR main.Queue = '156' OR main.Queue = '132' OR main.Queue = '123' OR main.Queue = '112' OR main.Queue = '118' OR main.Queue = '117' OR main.Queue = '119' OR main.Queue = '115' OR main.Queue = '9' OR main.Queue = '122' OR main.Queue = '160' OR main.Queue = '28' OR main.Queue = '100' OR main.Queue = '44' OR main.Queue = '45' OR main.Queue = '149' OR main.Queue = '48' OR main.Queue = '164' ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) GROUP BY main.Status, main.Queue; > QUERY PLAN > --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- > GroupAggregate (cost=2278.48..2278.69 rows=1 width=20) (actual time=34.864..35.871 rows=142 loops=1) > -> Sort (cost=2278.48..2278.52 rows=16 width=20) (actual time=34.852..35.013 rows=2472 loops=1) > Sort Key: status, queue > Sort Method: quicksort Memory: 212kB > -> Bitmap Heap Scan on tickets main (cost=49.55..2278.16 rows=16 width=20) (actual time=6.384..29.371 rows=2472 loops=1) > Recheck Cond: (((status)::text = 'new'::text) OR ((status)::text = 'open'::text) OR ((status)::text = 'stalled'::text)) > Filter: (((type)::text = 'ticket'::text) AND (effectiveid = id) AND ((queue = 3) OR (queue = 7) OR (queue = 4) OR (queue = 131) OR (queue = 169) OR (queue = 170) OR (queue = 167) OR (queue = 105) OR (queue = 42) OR (queue = 6) OR (queue = 41) OR (queue = 18) OR (queue = 1) OR (queue = 8) OR (queue = 89) OR (queue = 90) OR (queue = 43) OR (queue = 68) OR (queue = 72) OR (queue = 73) OR (queue = 17) OR (queue = 158) OR (queue = 71) OR (queue = 92) OR (queue = 107) OR (queue = 95) OR (queue = 23) OR (queue = 24) OR (queue = 27) OR (queue = 86) OR (queue = 16) OR (queue = 97) OR (queue = 53) OR (queue = 66) OR (queue = 12) OR (queue = 82) OR (queue = 75) OR (queue = 51) OR (queue = 69) OR (queue = 26) OR (queue = 96) OR (queue = 152) OR (queue = 93) OR (queue = 25) OR (queue = 165) OR (queue = 81) OR (queue = 29) OR (queue = 14) OR (queue = 19) OR (queue = 162) OR (queue = 140) OR (queue = 98) OR (queue = 10) OR (queue = 5) OR (queue = 133) OR (queue = 121) OR (queue = 153) OR (queue = 20) OR (queue = 154) OR (queue = 126) OR (queue = 125) OR (queue = 168) OR (queue = 134) OR (queue = 137) OR (queue = 173) OR (queue = 94) OR (queue = 155) OR (queue = 138) OR (queue = 127) OR (queue = 157) OR (queue = 156) OR (queue = 132) OR (queue = 123) OR (queue = 112) OR (queue = 118) OR (queue = 117) OR (queue = 119) OR (queue = 115) OR (queue = 9) OR (queue = 122) OR (queue = 160) OR (queue = 28) OR (queue = 100) OR (queue = 44) OR (queue = 45) OR (queue = 149) OR (queue = 48) OR (queue = 164))) > Rows Removed by Filter: 4097 > -> BitmapOr (cost=49.55..49.55 rows=6153 width=0) (actual time=3.646..3.646 rows=0 loops=1) > -> Bitmap Index Scan on tickets4 (cost=0.00..19.32 rows=2408 width=0) (actual time=2.380..2.380 rows=16885 loops=1) > Index Cond: ((status)::text = 'new'::text) > -> Bitmap Index Scan on tickets4 (cost=0.00..29.57 rows=3707 width=0) (actual time=1.240..1.240 rows=9053 loops=1) > Index Cond: ((status)::text = 'open'::text) > -> Bitmap Index Scan on tickets4 (cost=0.00..0.65 rows=38 width=0) (actual time=0.024..0.024 rows=71 loops=1) > Index Cond: ((status)::text = 'stalled'::text) > Total runtime: 36.025 ms > (16 rows) > -- Best regards, Ruslan. From ktm at rice.edu Thu Jan 31 19:06:46 2013 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 31 Jan 2013 18:06:46 -0600 Subject: [rt-users] UseSQLForACLChecks performance problem on RT 3.8 In-Reply-To: References: <20130131164520.GR12811@aart.rice.edu> <20130131182416.GS12811@aart.rice.edu> Message-ID: <20130201000646.GV12811@aart.rice.edu> On Fri, Feb 01, 2013 at 03:28:35AM +0400, Ruslan Zakirov wrote: > On Thu, Jan 31, 2013 at 10:24 PM, ktm at rice.edu wrote: > > On Thu, Jan 31, 2013 at 09:02:59PM +0400, Ruslan Zakirov wrote: > >> On Thu, Jan 31, 2013 at 8:45 PM, ktm at rice.edu wrote: > >> > Dear RT community, > >> > > >> > While investigating performance issues caused by enabling the > >> > option UseSQLForACLChecks, a big cause of the slowdown was drawing > >> > the QuickSeach panel and its resulting DB queries. In RT4 they > >> > have been consolidated into a single query. I have attached a > >> > patched version of html/Elements/QueueSummary that does the same > >> > for RT 3.8.x. The sample that was 15s before is now 2s. > >> > >> It should be even faster. Don't show inactive statuses if you have > >> many historical tickets. An index may help. Also, 2 seconds can be > >> result of hitting Pg problem I mentioned earlier. Explain of the query > >> will answer this. > > Explain quoted below looks good. Have you meant 2 seconds for the page > or quick search box only? I think whole page and it sounds not bad. > Yes, it is for the whole page load. I am glad that I was not missing some low-hanging fruit. Thank you for the help. Regards, Ken From bad+rt-users at bsd.de Thu Jan 31 19:01:27 2013 From: bad+rt-users at bsd.de (Christoph Badura) Date: Fri, 1 Feb 2013 01:01:27 +0100 Subject: [rt-users] changing $Organization Message-ID: <20130201000127.GW1335@irregular-apocalypse.k.bsd.de> Our setting of $Organization has included a blank because the version of RT I installed originally didn't yet complain about blanks in $Organization. We're getting tired :-) of the related warnings on upgrades and I'm trying to fix the references in the database this week. I've found and fixed references in the Links and Transactions tables. Is any other table to be fixed? Is there maybe a canonical list of tables and columns to fix? --chris From bad+rt-users at bsd.de Thu Jan 31 18:57:46 2013 From: bad+rt-users at bsd.de (Christoph Badura) Date: Fri, 1 Feb 2013 00:57:46 +0100 Subject: [rt-users] rt-dump-metadata and XML::Simple Message-ID: <20130131235746.GV1335@irregular-apocalypse.k.bsd.de> 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? --chris From trs at bestpractical.com Thu Jan 31 20:16:31 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 31 Jan 2013 17:16:31 -0800 Subject: [rt-users] changing $Organization In-Reply-To: <20130201000127.GW1335@irregular-apocalypse.k.bsd.de> References: <20130201000127.GW1335@irregular-apocalypse.k.bsd.de> Message-ID: <510B176F.1080000@bestpractical.com> On 01/31/2013 04:01 PM, Christoph Badura wrote: > Our setting of $Organization has included a blank because the version of > RT I installed originally didn't yet complain about blanks in $Organization. > > We're getting tired :-) of the related warnings on upgrades and I'm trying > to fix the references in the database this week. > I've found and fixed references in the Links and Transactions tables. > > Is any other table to be fixed? Is there maybe a canonical list of tables > and columns to fix? The 4.2 version of sbin/rt-validator catches and fixes $Organization changes. You could grab that and use it on your 4.0 database with the --links-only option. However, if you're sure you've already fixed all occurrences in Links and Transactions, then it wouldn't find anything as this is where it looks: my @URI_USES = ( { model => 'Transaction', column => 'OldValue', Additional => { Type => 'DeleteLink' } }, { model => 'Transaction', column => 'NewValue', Additional => { Type => 'AddLink' } }, { model => 'Link', column => 'Target' }, { model => 'Link', column => 'Base' }, ); From lists at pgs-info.de Thu Jan 31 21:28:26 2013 From: lists at pgs-info.de (Patrick G. Stoesser) Date: Fri, 01 Feb 2013 03:28:26 +0100 Subject: [rt-users] Rt4 MailgateInstallation: Stubborn 403 Forbidden Error In-Reply-To: References: Message-ID: <510B284A.8000704@pgs-info.de> Hello, I'm also running RT4 ob Debian Squueze, indeed with Exim4. Just a few thoughts after reading your post: # 1 ########## > My /etc/aliases configuration looks like this: > > --- > test: "|/usr/bin/rt-mailgate --queue test --action correspond --url > http://centcomm.engeneon.net/rt" > test-comment: "|/usr/bin/rt-mailgate --queue testt --action comment > --url http://centcomm.engeneon.net/rt There seems to be a mistake in line 3: Isn't your queue called "test" and not "testt"? # 2 ########## > A manual test of the rt-mailgate script produces the following: > > --- > root at centcomm:~# cat testfile.txt |/usr/bin/rt-mailgate --queue > support --action correspond --url http://centcomm.engeneon.net/rt > An Error Occurred > ================= The queue "support" you're trying to mail to is not defined in the /etc/aliases you've posted here. # 3 ########## > My 000-default apache configuration file looks like this: > > > ServerAdmin webmaster at localhost > > DocumentRoot /var/www > > Options FollowSymLinks > AllowOverride None > As long as you don't serve any content in / (you currently serve the dafult "It works"-Page, you should turn off this directory. This has nothing to do with RT itself, but it's something I noticed. See also > > Options Indexes FollowSymLinks MultiViews > AllowOverride None > Order allow,deny > allow from all > Same here. > > ScriptAlias /cgi-bin/ /usr/lib/cgi-bin/ > > AllowOverride None > Options +ExecCGI -MultiViews +SymLinksIfOwnerMatch > Order allow,deny > Allow from all > > > ErrorLog ${APACHE_LOG_DIR}/error.log > > # Possible values include: debug, info, notice, warn, error, crit, > # alert, emerg. > LogLevel debug > > CustomLog ${APACHE_LOG_DIR}/access.log combined > You're runnig RT4, so this directory does not exist. Your directory is /usr/share/request-tracker4. > Order allow,deny > Allow from all > > Include /etc/request-tracker4/apache2-modperl2.conf > RedirectMatch ^/$ /rt > > > ----- hth + regards, pgs Am 28.01.2013 16:47, schrieb Traiano Welcome: > Hi List > > I've installed RT4 via the Debian package management system using the > following Wikia guide: > http://requesttracker.wikia.com/wiki/PostfixConfig , and operations > via the web interface seem to be working fine. I am using > "apache2-modperl2.conf". > > However, I am having an issue trying to get MailGate to work so that I > can log tickets via email. Most notably, my attempts to log tickets > via email fail with the following errors: > > From the Postfix logs: > > ---- > Jan 28 15:27:22 centcomm postfix/local[5921]: A864E9AA9: > to=, relay=local, delay=8903, > delays=8903/0.06/0/0.21, dsn=4.3.0, status=deferred (temporary > failure. Command output: An Error Occurred ================= 403 > Forbidden ) > ---- > > From the Apache logs: > > ---- > [Mon Jan 28 01:47:22 2013] [error] [client xxx.yyy.zzz.www] client > denied by server configuration: > /usr/share/request-tracker4/html/REST/1.0/NoAuth/mail-gateway > ---- > > I have reviewed and tested the solution on these 2 threads, without success: > > 1. http://lists.bestpractical.com/pipermail/rt-users/2009-April/058768.html > 2. http://www.mentby.com/Group/rt-users/maillog-403-forbidden.html > > Other than this I cannot find any other solutions on the internet > based on similar experiences from other users of RT4. > > My questions are: > > a) Is this a known issue with a known fix? If so, I'd appreciate a > pointer to it? > b) If not, is there some approach I could use to debugging this in > more detail so that I can pinpoint exactly what should be changed to > allow rt-mailgate to post messages to the REST API for Rt4 ? > > Below are elements of my configuration for RT, mail and Apache: > > I am using the following Apache configuration: > > My /etc/aliases configuration looks like this: > > --- > test: "|/usr/bin/rt-mailgate --queue test --action correspond --url > http://centcomm.engeneon.net/rt" > test-comment: "|/usr/bin/rt-mailgate --queue testt --action comment > --url http://centcomm.engeneon.net/rt > --- > > A manual test of the rt-mailgate script produces the following: > > --- > root at centcomm:~# cat testfile.txt |/usr/bin/rt-mailgate --queue > support --action correspond --url http://centcomm.engeneon.net/rt > An Error Occurred > ================= > > 403 Forbidden > ---- > > My apache2-modperl2.conf looks like this: > > --- > PerlSetEnv RT_SITE_CONFIG /etc/request-tracker4/RT_SiteConfig.pm > Alias /rt /usr/share/request-tracker4/html > > SetHandler modperl > PerlResponseHandler Plack::Handler::Apache2 > PerlSetVar psgi_app /usr/share/request-tracker4/libexec/rt-server > > > Order allow,deny > Allow from all > Satisfy any > > > Order Allow,Deny > Allow from all > > > Options Indexes MultiViews > AllowOverride AuthConfig > Order allow,deny > Allow from all > > > use Plack::Handler::Apache2; > Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server"); > > --- > > My 000-default apache configuration file looks like this: > > > ServerAdmin webmaster at localhost > > DocumentRoot /var/www > > Options FollowSymLinks > AllowOverride None > > > Options Indexes FollowSymLinks MultiViews > AllowOverride None > Order allow,deny > allow from all > > > ScriptAlias /cgi-bin/ /usr/lib/cgi-bin/ > > AllowOverride None > Options +ExecCGI -MultiViews +SymLinksIfOwnerMatch > Order allow,deny > Allow from all > > > ErrorLog ${APACHE_LOG_DIR}/error.log > > # Possible values include: debug, info, notice, warn, error, crit, > # alert, emerg. > LogLevel debug > > CustomLog ${APACHE_LOG_DIR}/access.log combined > > Order allow,deny > Allow from all > > Include /etc/request-tracker4/apache2-modperl2.conf > RedirectMatch ^/$ /rt > > > ----- From lists at pgs-info.de Thu Jan 31 21:51:21 2013 From: lists at pgs-info.de (Patrick G. Stoesser) Date: Fri, 01 Feb 2013 03:51:21 +0100 Subject: [rt-users] Moving Tickets between queues: best practise? Message-ID: <510B2DA9.7030408@pgs-info.de> Hello, I'm running a RT with two queues, Level 1 Support (L1) and Level 2 Support (L2). Ticktes are normally created in Level 1. The Users in Level 1 (L1 Users) have access to both queues and reassign incoming ticktes to the Users in Level 2 (L2 Users). The L2 Users do not see L1, they shall not be distracted by the tickets in Level 1. Now, when L2 Users have finished their work, the tickets normally would be closed. But our goal is that the L2 User has finished his work, he sets the ticket to something like "done" and then the ticket is being moved back to L1, where a L1 User reviews it and then finally closes it. I think abaout different ways to do that, but none of my ideas is really elegant and simple. So my question if there is any best practise for doing so? Thanks in advance for any idea, comment... Regards, Patrick From trs at bestpractical.com Thu Jan 31 22:00:44 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 31 Jan 2013 19:00:44 -0800 Subject: [rt-users] Moving Tickets between queues: best practise? In-Reply-To: <510B2DA9.7030408@pgs-info.de> References: <510B2DA9.7030408@pgs-info.de> Message-ID: <510B2FDC.9040506@bestpractical.com> On 01/31/2013 06:51 PM, Patrick G. Stoesser wrote: > Hello, > > I'm running a RT with two queues, Level 1 Support (L1) and Level 2 > Support (L2). Ticktes are normally created in Level 1. The Users in > Level 1 (L1 Users) have access to both queues and reassign incoming > ticktes to the Users in Level 2 (L2 Users). > > The L2 Users do not see L1, they shall not be distracted by the tickets > in Level 1. > > Now, when L2 Users have finished their work, the tickets normally would > be closed. But our goal is that the L2 User has finished his work, he > sets the ticket to something like "done" and then the ticket is being > moved back to L1, where a L1 User reviews it and then finally closes it. > > I think abaout different ways to do that, but none of my ideas is really > elegant and simple. So my question if there is any best practise for > doing so? 1) Add a custom status of your choice using Lifecycles for the "L2 done" state [1] 2) Write a custom scrip in the L2 queue where the condition is a status change to your custom status from #1. This condition can either be a short custom condition, or you can use RT::Condition::StatusChange from the dropdown with a short initialdata [2] file to insert your particular status condition into the database. The action of the scrip will be a short custom action that calls $self->TicketObj->SetQueue("L1"). 3) Create a dashboard or saved search for L1 users to see tickets in L1 that are marked for review, so they can process the tickets and then resolve them. [1] http://bestpractical.com/rt/docs/4.0/customizing/lifecycles.html [2] http://bestpractical.com/rt/docs/4.0/initialdata.html That's the basic idea. You can do this using a single status in a single queue, and simply have the L1 team look in the L2 queue for that status, or do the queue moving, or do the queue moving and switch statuses upon moving back into L1 (either in your scrip or a lifecycle transition map).