From diego.roccia at subito.it Fri Mar 1 10:49:17 2013 From: diego.roccia at subito.it (Diego Roccia) Date: Fri, 1 Mar 2013 16:49:17 +0100 (CET) Subject: [rt-users] 10 Unowned tickets showing nothing In-Reply-To: <516327289.5427786.1362152738810.JavaMail.root@subito.it> Message-ID: <952146288.5428042.1362152957154.JavaMail.root@subito.it> Hello, I've a problem with RT4's "N" newest unowned tickets: If I don't have permission to see the system wide newest tickets, I won't see anything. I mean, the system first extract the list, then decides if I have permission to see the tickets. Is there a way to fix this? thanks From xavier.reigner at sensile.com Fri Mar 1 11:56:16 2013 From: xavier.reigner at sensile.com (Xavier Reigner) Date: Fri, 1 Mar 2013 17:56:16 +0100 Subject: [rt-users] 10 Unowned tickets showing nothing In-Reply-To: <952146288.5428042.1362152957154.JavaMail.root@subito.it> References: <516327289.5427786.1362152738810.JavaMail.root@subito.it> <952146288.5428042.1362152957154.JavaMail.root@subito.it> Message-ID: Hi, Have you tried to set the right on the queue itself for the group or user ? Go the Tools > Configuration > Queues > select your queue > Group Rights or User Rights : set the "View queue" (SeeQueue) and "View Ticket summaries" (ShowTicket) rights. On my side, I also encounter a problem on my RT 4.0.6 installation. We have multiple queues directly populated by different incoming addresses. The "10 newest unowned tickets" then show only a limited number of tickets that he is allowed to see. Let me explain it the other way. Searching for unowned tickets using the following query : Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open' ) The result page show me the title "Found 11 tickets" and the list shows only the 5 tickets the users is allowed to see due to its group rights. When going back to the RT at a glance, the "10 newest unowned tickets" only shows 4 tickets ! My conclusion is that the list of 11 tickets is truncated to 10 tickets and then only the one tickets from the authorized queues are shown. I'm wondering if it's a bug of the "10 newest unowned tickets" box or a missing right. Best regards, Xavier On 1 March 2013 16:49, Diego Roccia wrote: > Hello, > I've a problem with RT4's "N" newest unowned tickets: > If I don't have permission to see the system wide newest tickets, I won't > see anything. > I mean, the system first extract the list, then decides if I have > permission to see the tickets. Is there a way to fix this? > > thanks > > > -- > RT training in Amsterdam, March 20-21: > http://bestpractical.com/services/training.html > > Help improve RT by taking our user survey: > https://www.surveymonkey.com/s/N23JW9T > -------------- next part -------------- An HTML attachment was scrubbed... URL: From diego.roccia at subito.it Fri Mar 1 12:00:26 2013 From: diego.roccia at subito.it (Diego Roccia) Date: Fri, 1 Mar 2013 18:00:26 +0100 (CET) Subject: [rt-users] 10 Unowned tickets showing nothing In-Reply-To: Message-ID: <527370105.5430679.1362157226096.JavaMail.root@subito.it> Hi Xavier, This is exactly the problem I'm experiencing thanks Diego Roccia - System&Network Admin - Subito.it ----- Messaggio originale ----- > Hi, > > Have you tried to set the right on the queue itself for the group or > user ? > Go the Tools > Configuration > Queues > select your queue > Group > Rights or User Rights : set the "View queue" (SeeQueue) and "View > Ticket summaries" (ShowTicket) rights. > > On my side, I also encounter a problem on my RT 4.0.6 installation. > We have multiple queues directly populated by different incoming > addresses. > The "10 newest unowned tickets" then show only a limited number of > tickets that he is allowed to see. > > Let me explain it the other way. Searching for unowned tickets using > the following query : Owner = 'Nobody' AND ( Status = 'new' OR > Status = 'open' ) > The result page show me the title "Found 11 tickets" and the list > shows only the 5 tickets the users is allowed to see due to its > group rights. > When going back to the RT at a glance, the "10 newest unowned > tickets" only shows 4 tickets ! > > > My conclusion is that the list of 11 tickets is truncated to 10 > tickets and then only the one tickets from the authorized queues are > shown. I'm wondering if it's a bug of the "10 newest unowned > tickets" box or a missing right. > > > Best regards, > Xavier > > > > > > > On 1 March 2013 16:49, Diego Roccia < diego.roccia at subito.it > wrote: > > > Hello, > I've a problem with RT4's "N" newest unowned tickets: > If I don't have permission to see the system wide newest tickets, I > won't see anything. > I mean, the system first extract the list, then decides if I have > permission to see the tickets. Is there a way to fix this? > > thanks > > > -- > RT training in Amsterdam, March 20-21: > http://bestpractical.com/services/training.html > > Help improve RT by taking our user survey: > https://www.surveymonkey.com/s/N23JW9T > > From falcone at bestpractical.com Fri Mar 1 13:09:19 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 1 Mar 2013 13:09:19 -0500 Subject: [rt-users] 10 Unowned tickets showing nothing In-Reply-To: <952146288.5428042.1362152957154.JavaMail.root@subito.it> References: <516327289.5427786.1362152738810.JavaMail.root@subito.it> <952146288.5428042.1362152957154.JavaMail.root@subito.it> Message-ID: <20130301180919.GT1594@jibsheet.com> On Fri, Mar 01, 2013 at 04:49:17PM +0100, Diego Roccia wrote: > I've a problem with RT4's "N" newest unowned tickets: > If I don't have permission to see the system wide newest tickets, I won't see anything. > I mean, the system first extract the list, then decides if I have permission to see the tickets. Is there a way to fix this? You probably want to turn this config option on. http://bestpractical.com/rt/docs/latest/RT_Config.html#UseSQLForACLChecks It's going to be defaulted on for 4.2, and while it does perform weirdly in some rights configurations, it's almost certainly the fix you're looking for. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From diego.roccia at subito.it Fri Mar 1 15:28:53 2013 From: diego.roccia at subito.it (Diego Roccia) Date: Fri, 1 Mar 2013 21:28:53 +0100 (CET) Subject: [rt-users] 10 Unowned tickets showing nothing In-Reply-To: <20130301180919.GT1594@jibsheet.com> Message-ID: <1984220081.5432833.1362169733373.JavaMail.root@subito.it> Exactly what I was looking for thanks Diego Roccia - System&Network Admin - Subito.it ----- Messaggio originale ----- > On Fri, Mar 01, 2013 at 04:49:17PM +0100, Diego Roccia wrote: > > I've a problem with RT4's "N" newest unowned tickets: > > If I don't have permission to see the system wide newest tickets, I > > won't see anything. > > I mean, the system first extract the list, then decides if I have > > permission to see the tickets. Is there a way to fix this? > > You probably want to turn this config option on. > > http://bestpractical.com/rt/docs/latest/RT_Config.html#UseSQLForACLChecks > > It's going to be defaulted on for 4.2, and while it does perform > weirdly > in some rights configurations, it's almost certainly the fix you're > looking for. > > -kevin > > > > -- > RT training in Amsterdam, March 20-21: > http://bestpractical.com/services/training.html > > Help improve RT by taking our user survey: > https://www.surveymonkey.com/s/N23JW9T From Robert.Bunker at nuance.com Fri Mar 1 15:50:32 2013 From: Robert.Bunker at nuance.com (Bunker, Robert) Date: Fri, 1 Mar 2013 20:50:32 +0000 Subject: [rt-users] Additional CCs send to ticketing system do not get added to case Message-ID: <9668980D499D08469DAEB9C828E5EC6826907EBE@SOM-EXCH03.nuance.com> I have ParseNewMessageForTicketCcs enabled and new cases created by email do add CC'd addresses as CC roles on the ticket. The problem I am having is that any subsequent email communication from people that include new addresses do not get added to roles on the ticket (and thus don't get updates going forward). An example would be a user who is communicating on a case CCing their co-worker on an update. I would prefer to have this person added to the case and remain on the case. I would also prefer to have any new people addressed as a "To" added to case on subsequent emails. Does anyone have any suggestions? From iain.georgeson at kaust.edu.sa Sat Mar 2 08:49:33 2013 From: iain.georgeson at kaust.edu.sa (Iain Georgeson) Date: Sat, 2 Mar 2013 16:49:33 +0300 Subject: [rt-users] "New ticket" missing from SelfService Message-ID: Hello all, I'm running into what appears to be a rights issue. I have an rt 4.0.9 install running. My users are cheerfully raising tickets through email, but are unable to create tickets with SelfService because the New ticket link doesn't appear. The relevant bit of Elements/Tabs appears to be while ( my $queue = $queues->Next ) { next unless $queue->CurrentUserHasRight('CreateTicket'); $queue_id = $queue->id; $queue_count++; last if ( $queue_count > 1 ); } My users don't have that right on particular queues, however Everyone has Global CreateTicket. These users are Enabled, but not Privileged. Does this sound like a bug, or do I need to hand out more rights? 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 bluethundr at gmail.com Sun Mar 3 10:26:43 2013 From: bluethundr at gmail.com (bluethundr) Date: Sun, 3 Mar 2013 07:26:43 -0800 (PST) Subject: [rt-users] Delete Post Message-ID: <1362324403526-52938.post@n7.nabble.com> Hello, I'd like to delete this post because I've accidentally included some passwords in it: http://requesttracker.8502.n7.nabble.com/RT-Bounce-messages-td45911.html#a33251204 I've gone to the thread and clicked 'options'. But for some reason it doesn't give me the option to delete even tho I'm the author. Is there someone who can help me out here? Maybe I'm doing something wrong. Thanks, Tim -- View this message in context: http://requesttracker.8502.n7.nabble.com/Delete-Post-tp52938.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From racke at linuxia.de Sun Mar 3 10:37:55 2013 From: racke at linuxia.de (Stefan Hornburg (Racke)) Date: Sun, 03 Mar 2013 16:37:55 +0100 Subject: [rt-users] Delete Post In-Reply-To: <1362324403526-52938.post@n7.nabble.com> References: <1362324403526-52938.post@n7.nabble.com> Message-ID: <51336E53.9060703@linuxia.de> On 03/03/2013 04:26 PM, bluethundr wrote: > Hello, > > I'd like to delete this post because I've accidentally included some > passwords in it: > > http://requesttracker.8502.n7.nabble.com/RT-Bounce-messages-td45911.html#a33251204 > > I've gone to the thread and clicked 'options'. But for some reason it > doesn't give me the option to delete even tho I'm the author. Is there > someone who can help me out here? Maybe I'm doing something wrong. > Yes, better change your passwords. They are out in the wild now regardless whether you can delete the post or not. Regards Racke -- LinuXia Systems => http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP => http://www.icdevgroup.org/ Interchange Development Team From bluethundr at gmail.com Sun Mar 3 10:49:00 2013 From: bluethundr at gmail.com (bluethundr) Date: Sun, 3 Mar 2013 07:49:00 -0800 (PST) Subject: [rt-users] Delete Post In-Reply-To: <51336E53.9060703@linuxia.de> References: <1362324403526-52938.post@n7.nabble.com> <51336E53.9060703@linuxia.de> Message-ID: <1362325740309-52940.post@n7.nabble.com> I've already changed the password. But the boss is still rather fired up about the issue and still pestering me to do this as some bizarre form of punishment for having done this in the first place. Still need to delete it to get him off my back. Thanks -- View this message in context: http://requesttracker.8502.n7.nabble.com/Delete-Post-tp52938p52940.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From cwfox at us.fujitsu.com Sun Mar 3 13:31:31 2013 From: cwfox at us.fujitsu.com (Camron W. Fox) Date: Sun, 03 Mar 2013 08:31:31 -1000 Subject: [rt-users] RTx::Calendar Causes Compilation Failure after upgrade. Message-ID: <51339703.4030502@us.fujitsu.com> All, We've recently migrated from RT3.6.6 on one host to RT4.0.10 on another. I transitioned RTx::Calendar, but when we run RT, we get the following error: [Sun Mar 03 08:19:44 2013] [error] [client 133.40.142.189] Error while loading /opt/rt4/sb in/rt-server: Attempt to reload RTx/Calendar.pm aborted.\nCompilation failed in require at /opt/rt4/sbin/../lib/RT.pm line 686, line 522.\n If we take RTx::Calendar out of the Set(@Plugins) line in RT_SiteConfig.pm. RT will run, but then we get this error in the My Reminders section: Couldn't find Ticket for reminder 2633. Please contact administrator. Any help would be appreciated. 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 cwfox at us.fujitsu.com Sun Mar 3 13:35:48 2013 From: cwfox at us.fujitsu.com (Camron W. Fox) Date: Sun, 03 Mar 2013 08:35:48 -1000 Subject: [rt-users] CommandByMail fails after Migration. Message-ID: <51339804.1000806@us.fujitsu.com> All, After migrating from RT3.6.6 to RT4.0.10, the RT::Extension::CommandByMail plugin now fails. It installed with no errors and we made sure the MailPlugins were set: @MailPlugins = qw(Auth::MailFrom Filter::TakeAction); Has anyone seen this before? 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 jeff.kowalczyk at gmail.com Sun Mar 3 16:35:00 2013 From: jeff.kowalczyk at gmail.com (Jeff Kowalczyk) Date: Sun, 3 Mar 2013 21:35:00 +0000 (UTC) Subject: [rt-users] An RT mode for GNU/Emacs References: <87aamz5f89.fsf@rabkins.net> <4CB3E05044AE6D47989FF271DEF16ADA080F20C8@us-ex02.Corp.Exlibrisgroup.com> Message-ID: John Alberts writes: > On 09/30/2010 12:11 PM, Yoni Rabkin wrote: > > ... I've written an interface to RT for GNU/Emacs.... > > 'rt ls' at the command line lists all open and new tickets. In emacs. I hit > 'meta-x' and type 'rt-liber-browse-query', hit enter, and then hit enter again > for the query hoping to get a list of all tickets. But it says 'no results > for query'. I've also tried a simple query like "queue = 'unassigned'" and > get the same result. I'm at the same point with rt-liberation.el with Emacs 24 packaged via el-get. I have a working rt-4.0.8 cli interacting with the server, using .rtrc configuration directives, so I don't have Emacs-specific server configuration for rt-liberation. I get the same 'no results for query', with empty or simple queries e.g. queue = 'General'. Is there anything about the cli output that may have changed that may be affecting rt-liberation parsing of results? There is extensive documentation included with rt-liberation, but not much on debugging initial setup, where the only requirement mentioned is to have the cli working. Thanks for any suggestions, Jeff From elacour at easter-eggs.com Mon Mar 4 03:53:55 2013 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 4 Mar 2013 09:53:55 +0100 Subject: [rt-users] Additional CCs send to ticketing system do not get added to case In-Reply-To: <9668980D499D08469DAEB9C828E5EC6826907EBE@SOM-EXCH03.nuance.com> References: <9668980D499D08469DAEB9C828E5EC6826907EBE@SOM-EXCH03.nuance.com> Message-ID: <20130304085355.GA4349@easter-eggs.com> On Fri, Mar 01, 2013 at 08:50:32PM +0000, Bunker, Robert wrote: > I have ParseNewMessageForTicketCcs enabled and new cases created by email do add CC'd addresses as CC roles on the ticket. > > The problem I am having is that any subsequent email communication from people that include new addresses do not get added to roles on the ticket (and thus don't get updates going forward). > > An example would be a user who is communicating on a case CCing their co-worker on an update. I would prefer to have this person added to the case and remain on the case. > > I would also prefer to have any new people addressed as a "To" added to case on subsequent emails. > > Does anyone have any suggestions? > do this with a scrip (but may appear to late in your RT workflow) or use this old patch I already made (it's for 4.0.6). NB: you may want to modify this patch as it skips Queues Cc/AdminCc -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com -------------- next part -------------- A non-text attachment was scrubbed... Name: ParseMessagesForTicketCcs.patch Type: text/x-diff Size: 2896 bytes Desc: not available URL: From philippe.fremy at parxglobal.fr Mon Mar 4 05:48:24 2013 From: philippe.fremy at parxglobal.fr (Philippe Fremy) Date: Mon, 04 Mar 2013 11:48:24 +0100 Subject: [rt-users] ExtractCustomFieldValues installation In-Reply-To: <20130227163355.GO1594@jibsheet.com> References: <512E31CE.40607@parxglobal.fr> <20130227163355.GO1594@jibsheet.com> Message-ID: <51347BF8.10002@parxglobal.fr> On 27/02/2013 17:33, Kevin Falcone wrote: > On Wed, Feb 27, 2013 at 05:18:22PM +0100, Philippe Fremy wrote: >> I have just installed the extension ExtractCustomFieldValues but it does >> not show up in the list of scrips actions. >> >> I did the installation, added the plugin to PM_SiteConfig.pm and >> restarted the server. >> >> Any typical pitfall I might be running into ? > Did you run 'make initdb' to modify your database and insert the Scrip > Action? > > http://cpansearch.perl.org/src/FALCONE/RT-Extension-ExtractCustomFieldValues-3.07/README That was the problem indeed. Thanks for the tip. cheers, Philippe From alex.kucheryuk at eltoma-offshore.com Mon Mar 4 09:41:03 2013 From: alex.kucheryuk at eltoma-offshore.com (Alexander Kucheryuk) Date: Mon, 04 Mar 2013 16:41:03 +0200 Subject: [rt-users] RT and MSMTP Message-ID: <5134B27F.8090605@eltoma-offshore.com> I am running RT 4.0.10 using external SMTP server for emailing (fetchmail for receveing and msmtp for delivering). I have able to configure fetchmail with no problem ie. when somebody sends an email to RT, ticket is automatically raised. However, they do not receive anything back. And if somebody replies to the ticket, no email is sent out. (Including precanned reply). My apache conf: AddDefaultCharset UTF-8 Alias /rt/NoAuth/images /usr/local/rt/share/html/NoAuth/images/ ScriptAlias /rt /usr/local/rt/sbin/rt-server.fcgi/ LogLevel debug ErrorLog /usr/local/rt/var/log/error.log DocumentRoot "/usr/local/rt/share/html" #SSLRequireSSL Order allow,deny Allow from all Options +ExecCGI AddHandler fcgid-script fcgi My RT config: Set($rtname, "eltoma-offshore.com"); Set($WebDomain, "centos.eltoma.cyp"); Set($WebPort, 80); Set($WebPath, "/rt"); Set($SendmailPath , "/usr/local/rt/etc/msmtp_wrapper"); Set($CorrespondAddress, "rt at eltoma-offshore.com"); Set($CommentAddress, "rt at eltoma-offshore.com"); Set($Timezone, "Asia/Nicosia"); Set($MailCommand, "sendmail"); Set($SendmailArguments, "-t"); Set($SendmailPath , "/usr/local/bin/msmtp"); Set($LogToFile, "error"); Set($LogDir, "/var/log"); Set($LogToFileNamed, "rt.log"); MSMTP is working on its own ie. if I send email using "msmtp" command, I receive it. But RT seems to have issue using it. PS: Logs are not created for some reason (except for RT, which requires file to be created but it is empty). -------------- next part -------------- An HTML attachment was scrubbed... URL: From guadagnino.cristiano at creval.it Mon Mar 4 10:13:06 2013 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Mon, 4 Mar 2013 15:13:06 +0000 Subject: [rt-users] "Corrupted customfieldvalue" error in Apache error_log with migrated RT4 Message-ID: <223E002D531E0F408612DC137211E7FF7DE6165C@D2D10EX1.d1.bkd> Hi all, I have been experimenting with upgrading our RT 3.8.x installation to rt 4.0.x. I'm nearly done with it, as I have a nicely working RT 4.0.8 on a test server. We have populated the database with a backup of our production system (RT 3.8.10) and we followed all upgrade steps. While RT4 is apparently working well, I am a little concerned about errors I get in Apache's error_log whenever I access RTFM articles. This is an example of the messages I get: [Mon Mar 4 14:55:38 2013] [warning]: Use of uninitialized value in join or string at /opt/rt4/share/html/Elements/ShowCustomFieldBinary line 48. (/opt/rt4/share/html/Elements/ShowCustomFieldBinary:48) [Mon Mar 4 14:55:38 2013] [warning]: Use of uninitialized value in join or string at /opt/rt4/share/html/Elements/ShowCustomFieldBinary line 48. (/opt/rt4/share/html/Elements/ShowCustomFieldBinary:48) [Mon Mar 4 14:55:38 2013] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt4/share/html/Elements/ShowCustomFieldImage line 48. (/opt/rt4/share/html/Elements/ShowCustomFieldImage:48) [Mon Mar 4 14:55:38 2013] [warning]: Use of uninitialized value in join or string at /opt/rt4/share/html/Elements/ShowCustomFieldImage line 49. (/opt/rt4/share/html/Elements/ShowCustomFieldImage:49) [Mon Mar 4 14:55:38 2013] [warning]: Use of uninitialized value in join or string at /opt/rt4/share/html/Elements/ShowCustomFieldImage line 50. (/opt/rt4/share/html/Elements/ShowCustomFieldImage:50) [Mon Mar 4 14:55:38 2013] [error]: WebRT: Corrupted customfieldvalue URL. (/opt/rt4/share/html/Elements/Error:82) There is apparently nothing wrong in the article itself, but that "Corrupted customfieldvalue" makes me nervous. Moreover, I tried to create a brand new article in RT4 (with text, a file attachment and an image attachment) and when I access *that* article there's no error in the log. Can someone help me debug this issue? T.I.A. Bye Cris -- Cristiano Guadagnino Servizio Data Administration Bankadati S.I. Gruppo Credito Valtellinese Tel. +39-0342-522172 -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Mar 4 11:18:28 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Mar 2013 11:18:28 -0500 Subject: [rt-users] "New ticket" missing from SelfService In-Reply-To: References: Message-ID: <20130304161828.GA1554@jibsheet.com> On Sat, Mar 02, 2013 at 04:49:33PM +0300, Iain Georgeson wrote: > I'm running into what appears to be a rights issue. > > I have an rt 4.0.9 install running. My users are cheerfully raising > tickets through email, but are unable to create tickets with > SelfService because the New ticket link doesn't appear. > > The relevant bit of Elements/Tabs appears to be > > while ( my $queue = $queues->Next ) { > next unless $queue->CurrentUserHasRight('CreateTicket'); > $queue_id = $queue->id; > $queue_count++; > last if ( $queue_count > 1 ); > } > > My users don't have that right on particular queues, however Everyone > has Global CreateTicket. These users are Enabled, but not Privileged. > Does this sound like a bug, or do I need to hand out more rights? They need SeeQueue - otherwise that loop you see will be empty because the user can't actually see any queues in order to check CreateTicket on them. You don't need SeeQueue for creation by email except for a few corner cases around CommandByMail. -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 Mar 4 11:19:11 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Mar 2013 11:19:11 -0500 Subject: [rt-users] Delete Post In-Reply-To: <1362325740309-52940.post@n7.nabble.com> References: <1362324403526-52938.post@n7.nabble.com> <51336E53.9060703@linuxia.de> <1362325740309-52940.post@n7.nabble.com> Message-ID: <20130304161911.GB1554@jibsheet.com> On Sun, Mar 03, 2013 at 07:49:00AM -0800, bluethundr wrote: > I've already changed the password. But the boss is still rather fired up > about the issue and still pestering me to do this as some bizarre form of > punishment for having done this in the first place. Still need to delete it > to get him off my back. If you want to delete something from nabble, contact them directly. We don't run the 'forum' interface to rt-users (a mailing list). Keep in mind that nabble is far from the only public mailing list archive of rt-users. -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 Mar 4 11:22:43 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Mar 2013 11:22:43 -0500 Subject: [rt-users] RTx::Calendar Causes Compilation Failure after upgrade. In-Reply-To: <51339703.4030502@us.fujitsu.com> References: <51339703.4030502@us.fujitsu.com> Message-ID: <20130304162243.GC1554@jibsheet.com> On Sun, Mar 03, 2013 at 08:31:31AM -1000, Camron W. Fox wrote: > We've recently migrated from RT3.6.6 on one host to RT4.0.10 on > another. I transitioned RTx::Calendar, but when we run RT, we get the > following error: > > [Sun Mar 03 08:19:44 2013] [error] [client 133.40.142.189] Error while > loading /opt/rt4/sb > in/rt-server: Attempt to reload RTx/Calendar.pm aborted.\nCompilation > failed in require at > /opt/rt4/sbin/../lib/RT.pm line 686, line 522.\n You never replied to my mail on this topic last week. http://www.gossamer-threads.com/lists/rt/users/114924?search_string=DateTime%2FSet.pm%20not%20found%20in%20%40INC%20;#114924 -kevin > If we take RTx::Calendar out of the Set(@Plugins) line in > RT_SiteConfig.pm. RT will run, but then we get this error in the My > Reminders section: > Couldn't find Ticket for reminder 2633. Please contact administrator. -------------- 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 Mar 4 11:23:59 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Mar 2013 11:23:59 -0500 Subject: [rt-users] CommandByMail fails after Migration. In-Reply-To: <51339804.1000806@us.fujitsu.com> References: <51339804.1000806@us.fujitsu.com> Message-ID: <20130304162359.GD1554@jibsheet.com> On Sun, Mar 03, 2013 at 08:35:48AM -1000, Camron W. Fox wrote: > After migrating from RT3.6.6 to RT4.0.10, the > RT::Extension::CommandByMail plugin now fails. It installed with no > errors and we made sure the MailPlugins were set: > > @MailPlugins = qw(Auth::MailFrom Filter::TakeAction); That's 3.6 syntax, not 3.8 or greater syntax as documented in the INSTALL file included with the extension. Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); -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 Mar 4 11:25:28 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Mar 2013 11:25:28 -0500 Subject: [rt-users] RT and MSMTP In-Reply-To: <5134B27F.8090605@eltoma-offshore.com> References: <5134B27F.8090605@eltoma-offshore.com> Message-ID: <20130304162528.GE1554@jibsheet.com> On Mon, Mar 04, 2013 at 04:41:03PM +0200, Alexander Kucheryuk wrote: > Set($SendmailPath , "/usr/local/bin/msmtp"); > Set($LogToFile, "error"); > Set($LogDir, "/var/log"); > Set($LogToFileNamed, "rt.log"); > > MSMTP is working on its own ie. if I send email using "msmtp" command, I receive it. But RT > seems to have issue using it. > PS: Logs are not created for some reason (except for RT, which requires file to be created but > it is empty). LogToFile should be set to something like 'debug' when you're debugging. Also turn on msmtp's log files. Alternately, use a real MTA in relay-only mode, this helps ensure mail won't be lost. -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 Mar 4 11:29:12 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Mar 2013 11:29:12 -0500 Subject: [rt-users] "Corrupted customfieldvalue" error in Apache error_log with migrated RT4 In-Reply-To: <223E002D531E0F408612DC137211E7FF7DE6165C@D2D10EX1.d1.bkd> References: <223E002D531E0F408612DC137211E7FF7DE6165C@D2D10EX1.d1.bkd> Message-ID: <20130304162912.GF1554@jibsheet.com> On Mon, Mar 04, 2013 at 03:13:06PM +0000, Guadagnino Cristiano wrote: > While RT4 is apparently working well, I am a little concerned about errors I get in Apache's > error_log whenever I access RTFM articles. For reference, in RT 4 and greater, they're just Articles. > This is an example of the messages I get: > > [Mon Mar 4 14:55:38 2013] [warning]: Use of uninitialized value in join or string at > /opt/rt4/share/html/Elements/ShowCustomFieldBinary line 48. > (/opt/rt4/share/html/Elements/ShowCustomFieldBinary:48) > [Mon Mar 4 14:55:38 2013] [warning]: Use of uninitialized value in join or string at > /opt/rt4/share/html/Elements/ShowCustomFieldBinary line 48. > (/opt/rt4/share/html/Elements/ShowCustomFieldBinary:48) > [Mon Mar 4 14:55:38 2013] [warning]: Use of uninitialized value in concatenation (.) or > string at /opt/rt4/share/html/Elements/ShowCustomFieldImage line 48. > (/opt/rt4/share/html/Elements/ShowCustomFieldImage:48) > [Mon Mar 4 14:55:38 2013] [warning]: Use of uninitialized value in join or string at > /opt/rt4/share/html/Elements/ShowCustomFieldImage line 49. > (/opt/rt4/share/html/Elements/ShowCustomFieldImage:49) > [Mon Mar 4 14:55:38 2013] [warning]: Use of uninitialized value in join or string at > /opt/rt4/share/html/Elements/ShowCustomFieldImage line 50. > (/opt/rt4/share/html/Elements/ShowCustomFieldImage:50) > [Mon Mar 4 14:55:38 2013] [error]: WebRT: Corrupted customfieldvalue URL. > (/opt/rt4/share/html/Elements/Error:82) > > There is apparently nothing wrong in the article itself, but that "Corrupted customfieldvalue" > makes me nervous. Moreover, I tried to create a brand new article in RT4 (with text, a file > attachment and an image attachment) and when I access *that* article there's no error in the > log. This implies that the links being built don't look like this: /Download/CustomFieldValue/id/string they look like something else. Figure out what kinds of links are being generated, check that your ObjectCustomFieldValues table has been upgraded properly. Check that rt-validator passes on your system. etc. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From elacour at easter-eggs.com Mon Mar 4 11:29:15 2013 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 4 Mar 2013 17:29:15 +0100 Subject: [rt-users] RT and MSMTP In-Reply-To: <20130304162528.GE1554@jibsheet.com> References: <5134B27F.8090605@eltoma-offshore.com> <20130304162528.GE1554@jibsheet.com> Message-ID: <20130304162915.GC4349@easter-eggs.com> On Mon, Mar 04, 2013 at 11:25:28AM -0500, Kevin Falcone wrote: > [...] Alternately, use a real > MTA in relay-only mode, this helps ensure mail won't be lost. > +1 having a local mta is a must have and really easy to configure and manage (such as a postfix listen on the loopback). With a true mta, if you're network is down, the mail will stay in the local mailq (with msmtp, the mail will never be sent and you will just have a notice in the ticket history if you run a recent version of RT) and will be sent when network is back. You should add the RT server mailq in your monitoring server. -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From alex.kucheryuk at eltoma-offshore.com Mon Mar 4 12:58:00 2013 From: alex.kucheryuk at eltoma-offshore.com (Alexander Kucheryuk) Date: Mon, 04 Mar 2013 19:58:00 +0200 Subject: [rt-users] RT and MSMTP In-Reply-To: <20130304162915.GC4349@easter-eggs.com> References: <5134B27F.8090605@eltoma-offshore.com> <20130304162528.GE1554@jibsheet.com> <20130304162915.GC4349@easter-eggs.com> Message-ID: <5134E0A8.6060102@eltoma-offshore.com> My linux knowledge is very limited. Which MTA would you advise to use ? (Eg. easier to confgiure and maintain, wider support such as examples, etc). My distro is CentOS 6.3 64bit. On 4/3/2013 6:29 PM, Emmanuel Lacour wrote: > On Mon, Mar 04, 2013 at 11:25:28AM -0500, Kevin Falcone wrote: >> [...] Alternately, use a real >> MTA in relay-only mode, this helps ensure mail won't be lost. >> > +1 having a local mta is a must have and really easy to configure and > manage (such as a postfix listen on the loopback). With a true mta, if > you're network is down, the mail will stay in the local mailq (with > msmtp, the mail will never be sent and you will just have a notice in > the ticket history if you run a recent version of RT) and will be sent > when network is back. > > You should add the RT server mailq in your monitoring server. > > > From mark_komarinski at hms.harvard.edu Mon Mar 4 13:18:45 2013 From: mark_komarinski at hms.harvard.edu (Komarinski, Mark F.) Date: Mon, 4 Mar 2013 13:18:45 -0500 Subject: [rt-users] Understanding RT::Extension::MergeUsers Message-ID: <37CF796B-4C56-41F7-9E5F-ADFC859D2951@hms.harvard.edu> We have enough confusion in our RT user list that I'd like to install this. It's already in our development environment and seems to be working (I'm the only one using it right now). In the event I have to remove it for any reason, do I have to go through and unmerge all the users before doing so, or can I just remove the plugin? -Mark From Ryan.Hardester at ci.tracy.ca.us Mon Mar 4 13:26:52 2013 From: Ryan.Hardester at ci.tracy.ca.us (Ryan Hardester) Date: Mon, 4 Mar 2013 10:26:52 -0800 Subject: [rt-users] Possible to run Scrip every 30 minutes Message-ID: <9CA408BCE78D554DA084D7FD3D4D16DE015C99CB@Mail3.COT.PVT> Is it possible to run a scrip every 30 minutes against a queue? I would like to have tickets that come in to the general queue sit in an unowned state, allowing for technicians to be able to take tickets, but if they sit for a while (or just the arbitrary number of minutes pass, not necessarily the tickets age) the round robin assign script I have installed kicks in on those tickets. The idea I am going for is that if after a given period of time *someone* should be responsible for a ticket, while allowing some time for someone to grab a ticket they know is for them. As opposed to a pure round robin assignment as it is now. --Ryan -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Mar 4 14:33:11 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Mar 2013 14:33:11 -0500 Subject: [rt-users] Possible to run Scrip every 30 minutes In-Reply-To: <9CA408BCE78D554DA084D7FD3D4D16DE015C99CB@Mail3.COT.PVT> References: <9CA408BCE78D554DA084D7FD3D4D16DE015C99CB@Mail3.COT.PVT> Message-ID: <20130304193311.GG1554@jibsheet.com> On Mon, Mar 04, 2013 at 10:26:52AM -0800, Ryan Hardester wrote: > I would like to have tickets that come in to the general queue sit in an unowned state, > allowing for technicians to be able to take tickets, but if they sit for a while (or just the > arbitrary number of minutes pass, not necessarily the tickets age) the round robin assign > script I have installed kicks in on those tickets. > > The idea I am going for is that if after a given period of time *someone* should be > responsible for a ticket, while allowing some time for someone to grab a ticket they know is > for them. As opposed to a pure round robin assignment as it is now. You probably want rt-crontool, you can use the Search and Condition arguments to find unowned tickets older than 30 minutes and the Action argument can trigger your existing custom action code (depending on how you implemented the round robin, this may be trivial or require some refactoring). Docs here: http://bestpractical.com/rt/docs/latest/rt-crontool.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 tjrc at sanger.ac.uk Mon Mar 4 15:08:28 2013 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Mon, 4 Mar 2013 20:08:28 +0000 Subject: [rt-users] Understanding RT::Extension::MergeUsers In-Reply-To: <37CF796B-4C56-41F7-9E5F-ADFC859D2951@hms.harvard.edu> References: <37CF796B-4C56-41F7-9E5F-ADFC859D2951@hms.harvard.edu> Message-ID: <720410AF-F56C-4331-AAFF-81DEA6371542@sanger.ac.uk> On 4 Mar 2013, at 18:18, "Komarinski, Mark F." wrote: > We have enough confusion in our RT user list that I'd like to install this. It's already in our development environment and seems to be working (I'm the only one using it right now). > > In the event I have to remove it for any reason, do I have to go through and unmerge all the users before doing so, or can I just remove the plugin? I seem to recall, having had to do this, that you can remove the merges with relatively simple SQL statements, but I don't recall the details I'm afraid. 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 craig at 2ndquadrant.com Mon Mar 4 18:12:53 2013 From: craig at 2ndquadrant.com (Craig Ringer) Date: Tue, 05 Mar 2013 07:12:53 +0800 Subject: [rt-users] Delete Post In-Reply-To: <20130304161911.GB1554@jibsheet.com> References: <1362324403526-52938.post@n7.nabble.com> <51336E53.9060703@linuxia.de> <1362325740309-52940.post@n7.nabble.com> <20130304161911.GB1554@jibsheet.com> Message-ID: <51352A75.3010704@2ndquadrant.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 03/05/2013 12:19 AM, Kevin Falcone wrote: > On Sun, Mar 03, 2013 at 07:49:00AM -0800, bluethundr wrote: >> I've already changed the password. But the boss is still rather fired up >> about the issue and still pestering me to do this as some bizarre form of >> punishment for having done this in the first place. Still need to delete it >> to get him off my back. > > If you want to delete something from nabble, contact them directly. > We don't run the 'forum' interface to rt-users (a mailing list). > Keep in mind that nabble is far from the only public mailing list > archive of rt-users. Additionally, everyone who received a copy by email still has it unless they delete old list mail. You really can't put the cat back in the bag. - -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.13 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://www.enigmail.net/ iQEcBAEBAgAGBQJRNSp1AAoJELBXNkqjr+S2zwQIAI3f+eqmCgXJZzT8XIqjdLlQ lmbAppmiyKOFQOND3uybY4OHn1PohtS5qELmr9H63dfE2sxwPE33d+KkLFG4a206 jtq+KK8Lq1ty7GJKBpaRFVN9Hb1kBWMjx2LhObKA1d4qvZ4OpydOCD5Prz+3BOzu StuGk9N73TPgUahrIsUEuilgviCYu9cx6zK/525jj45Qvi1TzWmVi3GDA9TYabLC Yk2eZZObMElTYIpovWx6PFSaZqVkXSsYMO6p+ubd0AQFE7xlzENnteXClvHOdg/B gTOfF8XluNfvqMdIpIVWmopX+XxCz/OqHm5LwEMDyGqFBUzf9kWQHjuN9a2BIaY= =Y0eI -----END PGP SIGNATURE----- From emory-lundberg at uiowa.edu Mon Mar 4 18:08:34 2013 From: emory-lundberg at uiowa.edu (Lundberg, Emory) Date: Mon, 4 Mar 2013 23:08:34 +0000 Subject: [rt-users] Is anyone successfully using ExtractCustomFieldValues with a multiple-value IP address field? Message-ID: <61746C2CA99A094CAC2CABDDE259AF4544E47599@ITSNT437.iowa.uiowa.edu> I have a scrip and template that use ExtractCustomFieldValues to pull things out of the body of a message. The problem I have is that I can't seem to figure out how to format this for a multi-value IP address field. What is the preferred method of inserting these IP addresses using ExtractCustomFieldValues? Should they be space or comma-seperated? Should they be looped? Should they be repeated in the body of the message individually? An example of strange behavior I'm seeing when attempting to set 192.168.155.130 and 192.168.155.133 as values in a multi-value IP address field: [Mon Mar 4 22:13:34 2013] [debug]: Found value for CF: X-VIPS:192.168.155.130 (/opt/rt/rt4/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Action/ExtractCustomFieldValues.pm:207) [Mon Mar 4 22:13:34 2013] [info]: CustomFieldValue (VIPS,X-VIPS:192.168.155.130) added: 0 Could not add new custom field value: Couldn't create record: Content is an invalid IP address (/opt/rt/rt4/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Action/ExtractCustomFieldValues.pm:213) [Mon Mar 4 22:13:34 2013] [debug]: Found value for CF: 192.168.155.133 (/opt/rt/rt4/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Action/ExtractCustomFieldValues.pm:207) Needless to say I'm surely doing something wrong, I just don't know what. -------------- next part -------------- An HTML attachment was scrubbed... URL: From tony.arnold at manchester.ac.uk Mon Mar 4 18:14:28 2013 From: tony.arnold at manchester.ac.uk (Tony Arnold) Date: Mon, 04 Mar 2013 23:14:28 +0000 Subject: [rt-users] Integrating RT with Remedy Message-ID: <51352AD4.1020301@manchester.ac.uk> Is there a plugin or has anyone done any work on integrating RT with BMC Remedy? Our investigations get sent to e-mail addresses that automatically create tickets in Remedy. We get an automatic reply acknowledging the request from Remedy, but it changes the subject line so the RT ticket number is lost. I have created a custom field so we can store the Remedy ticket number of any incident in RT (this has to be done manually) and even added a URL so when I click on the Remedy ticket number it takes me to a web interface for Remedy and displays the ticket. I'd like to be able to detect the remedy ticket number in an incoming message to RT, look it up and find the corresponding RT ticket and merge the two together. Any suggestions? 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 trs at bestpractical.com Mon Mar 4 18:26:11 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 04 Mar 2013 15:26:11 -0800 Subject: [rt-users] Is anyone successfully using ExtractCustomFieldValues with a multiple-value IP address field? In-Reply-To: <61746C2CA99A094CAC2CABDDE259AF4544E47599@ITSNT437.iowa.uiowa.edu> References: <61746C2CA99A094CAC2CABDDE259AF4544E47599@ITSNT437.iowa.uiowa.edu> Message-ID: <51352D93.2090407@bestpractical.com> On 03/04/2013 03:08 PM, Lundberg, Emory wrote: > I have a scrip and template that use ExtractCustomFieldValues to pull > things out of the body of a message. The problem I have is that I can't > seem to figure out how to format this for a multi-value IP address field. > > What is the preferred method of inserting these IP addresses using > ExtractCustomFieldValues? > > Should they be space or comma-seperated? Should they be looped? Should > they be repeated in the body of the message individually? Multiple matches for each value should do the right thing. So should a single match with the values separated by newlines, but that I'm less sure of and didn't verify in the code. > An example of strange behavior I'm seeing when attempting to > set 192.168.155.130 and 192.168.155.133 as values in a multi-value IP > address field: > > [Mon Mar 4 22:13:34 2013] [debug]: Found value for CF: > X-VIPS:192.168.155.130 > (/opt/rt/rt4/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Action/ExtractCustomFieldValues.pm:207) > [Mon Mar 4 22:13:34 2013] [info]: CustomFieldValue > (VIPS,X-VIPS:192.168.155.130) added: 0 Could not add new custom field > value: Couldn't create record: Content is an invalid IP address > (/opt/rt/rt4/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Action/ExtractCustomFieldValues.pm:213) > [Mon Mar 4 22:13:34 2013] [debug]: Found value for > CF: 192.168.155.133 > (/opt/rt/rt4/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Action/ExtractCustomFieldValues.pm:207) > > Needless to say I'm surely doing something wrong, I just don't know what. Look at the first error message you get. It's telling you that the value it tried to add is "X-VIPS:192.168.155.130" The "X-VIPS:" part of that is not a valid IP address. The second value succeeds because it's a bare IP address. Looks like you need to fix your regex. From lachiec at vanbar.com.au Mon Mar 4 18:49:16 2013 From: lachiec at vanbar.com.au (LachieC - Vanbar) Date: Tue, 05 Mar 2013 10:49:16 +1100 Subject: [rt-users] Changing default account preferences / RT at a Glance Message-ID: <513532FC.9020107@vanbar.com.au> Good day, I've recently deployed RT 4.0.4 in the small business I work for, it is proving highly useful and productive. I've started out by creating a small group of test users to trial the system while we get it off the ground. Now, I am ready to bring more users online. I've set all my queue permissions at group level and am creating new users and placing them in a group; this is all working swell. However, I have tweaked some of the columns available and the sorting on the RT at a Glance screen. Having to manually set these for each user is proving laborious and prone to error. On top of that I like to set the "Notify me of unread messages" to Yes. What I'm wondering of course is, can I set these parameters at the time of user creation? All my users are the same bar a few Administrator accounts. It would be great to just create a user and be done with it. Any advice/pointers greatly appreciated. -LachieC -- Lachie C VANBAR Imaging www.vanbar.com.au p: 03 9417 5666 From rakan.bakir at info2cell.com Tue Mar 5 01:54:18 2013 From: rakan.bakir at info2cell.com (Rakan Bakir) Date: Tue, 05 Mar 2013 09:54:18 +0300 Subject: [rt-users] rt 4.0.10 slow performance Message-ID: <5135969A.3070403@info2cell.com> Dear, I upgraded my rt from 3.8.8 to rt 4.0.10 and followed the instructions from README and web.deployment documents, every page takes from 3-5 seconds to load, when i create or update a ticket it takes from 10-30 secs to load. I used apache2 + mod_perl2 + mysql + exim4. I tried to configure mason in apache, and also i installed jsmin but with no luck. Also i check my mysql queries, and they are fast. Please find my config files in the attachments. Can you please help me to tune up my rt to give a faster performance? -- Rakan Bakir Linux Administrator Info2cell.com / Member of Acotel Group Tel: +962 6 5531140 Ext: 228 Website: www.info2cell.com From elacour at easter-eggs.com Tue Mar 5 03:27:00 2013 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 5 Mar 2013 09:27:00 +0100 Subject: [rt-users] RT and MSMTP In-Reply-To: <5134E0A8.6060102@eltoma-offshore.com> References: <5134B27F.8090605@eltoma-offshore.com> <20130304162528.GE1554@jibsheet.com> <20130304162915.GC4349@easter-eggs.com> <5134E0A8.6060102@eltoma-offshore.com> Message-ID: <20130305082700.GA4854@easter-eggs.com> On Mon, Mar 04, 2013 at 07:58:00PM +0200, Alexander Kucheryuk wrote: > My linux knowledge is very limited. Which MTA would you advise to > use ? (Eg. easier to confgiure and maintain, wider support such as > examples, etc). My distro is CentOS 6.3 64bit. > postfix -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From elacour at easter-eggs.com Tue Mar 5 03:36:30 2013 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 5 Mar 2013 09:36:30 +0100 Subject: [rt-users] Integrating RT with Remedy In-Reply-To: <51352AD4.1020301@manchester.ac.uk> References: <51352AD4.1020301@manchester.ac.uk> Message-ID: <20130305083630.GB4854@easter-eggs.com> On Mon, Mar 04, 2013 at 11:14:28PM +0000, Tony Arnold wrote: > Is there a plugin or has anyone done any work on integrating RT with > BMC Remedy? > I don't think so. > Our investigations get sent to e-mail addresses that automatically > create tickets in Remedy. We get an automatic reply acknowledging the > request from Remedy, but it changes the subject line so the RT ticket > number is lost. > well, if the ticket number is lost, you have not so many solutions: - try to work on BMC Remedy so it keep the RT ticket number anywhere in the e-mail (may be in headers or body). Then write a scrip on RT side to find it and merge tickets or better hack a litle lib/RT/Interface/Email.pm to match it earlier so the reply goes directly to the right RT ticket. - create the ticket in Remedy, not using e-mail but with an RT scrip which talk to BMC Remedy webservice (google says that there is a SOAP interface and give examples on using it) > I have created a custom field so we can store the Remedy ticket number > of any incident in RT (this has to be done manually) and even added a > URL so when I click on the Remedy ticket number it takes me to a web > interface for Remedy and displays the ticket. > the right way to do this :) -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From elacour at easter-eggs.com Tue Mar 5 03:42:15 2013 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 5 Mar 2013 09:42:15 +0100 Subject: [rt-users] Changing default account preferences / RT at a Glance In-Reply-To: <513532FC.9020107@vanbar.com.au> References: <513532FC.9020107@vanbar.com.au> Message-ID: <20130305084214.GC4854@easter-eggs.com> On Tue, Mar 05, 2013 at 10:49:16AM +1100, LachieC - Vanbar wrote: > Good day, > > I've recently deployed RT 4.0.4 in the small business I work for, it > is proving highly useful and productive. I've started out by > creating a small group of test users to trial the system while we > get it off the ground. > > Now, I am ready to bring more users online. I've set all my queue > permissions at group level and am creating new users and placing > them in a group; this is all working swell. > > However, I have tweaked some of the columns available and the > sorting on the RT at a Glance screen. Having to manually set these > for each user is proving laborious and prone to error. > You can edit RT at a glance on a per user basis (Configuration->Users->The User->RT at a glance) or system wide using Configuration->Global->RT at a glance. (also you may make use of custom saved searches or modify the default ones) NB: if you or a user already modified his personnal RT at a glance, you have to click in his RT at a glance preference on "Reset to defaults" so he will use the system wide values). For the default column displayed in search results, you can tweak RT_SiteConfig.pm with the value of $DefaultSearchResultFormat (see RT_Config.pm). > On top of that I like to set the "Notify me of unread messages" to Yes. > just set this in RT_SiteConfig.pm. Set($ShowUnreadMessageNotifications, 1); -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From iain.georgeson at kaust.edu.sa Tue Mar 5 04:01:37 2013 From: iain.georgeson at kaust.edu.sa (Iain Georgeson) Date: Tue, 5 Mar 2013 12:01:37 +0300 Subject: [rt-users] "New ticket" missing from SelfService In-Reply-To: <20130304161828.GA1554@jibsheet.com> References: <20130304161828.GA1554@jibsheet.com> Message-ID: On 4 March 2013 19:18, Kevin Falcone wrote: > They need SeeQueue - otherwise that loop you see will be empty because > the user can't actually see any queues in order to check CreateTicket > on them. Thanks Kevin - I hadn't realised that. That gives me a little thinking to do on how to manage it. 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 Tue Mar 5 05:33:04 2013 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 5 Mar 2013 14:33:04 +0400 Subject: [rt-users] Understanding RT::Extension::MergeUsers In-Reply-To: <37CF796B-4C56-41F7-9E5F-ADFC859D2951@hms.harvard.edu> References: <37CF796B-4C56-41F7-9E5F-ADFC859D2951@hms.harvard.edu> Message-ID: You can just remove plugin. The plugin creates records in attributes table. It's ok to leave them or delete. Ruslan from phone. 04.03.2013 22:31 ???????????? "Komarinski, Mark F." < mark_komarinski at hms.harvard.edu> ???????: > We have enough confusion in our RT user list that I'd like to install > this. It's already in our development environment and seems to be working > (I'm the only one using it right now). > > In the event I have to remove it for any reason, do I have to go through > and unmerge all the users before doing so, or can I just remove the plugin? > > -Mark > > > -- > RT training in Amsterdam, March 20-21: > http://bestpractical.com/services/training.html > > Help improve RT by taking our user survey: > https://www.surveymonkey.com/s/N23JW9T > -------------- next part -------------- An HTML attachment was scrubbed... URL: From r at elhames.co.uk Tue Mar 5 10:49:36 2013 From: r at elhames.co.uk (Roy) Date: Tue, 05 Mar 2013 15:49:36 -0000 Subject: [rt-users] Integrating RT with Remedy In-Reply-To: <51352AD4.1020301@manchester.ac.uk> References: <51352AD4.1020301@manchester.ac.uk> Message-ID: Tony, We had a supplier that used a remedy system for ticketing and we got our RT and their remedy to interact with both maintaining the ticket numbers of both systems. Unfortunately I can 't help you of what was done in remedy , but certainly their system maintained the [#RT ticket number] in the subject line (so it can be done). On the RT end , you should able to automate populating your remedy ticket number CF via scrips. Depending on how the remedy system is configured, but you can either grab it from the subject line or from the mail headers. Regards; Roy On Mon, 04 Mar 2013 23:14:28 -0000, Tony Arnold wrote: > Is there a plugin or has anyone done any work on integrating RT with > BMC Remedy? > > Our investigations get sent to e-mail addresses that automatically > create tickets in Remedy. We get an automatic reply acknowledging the > request from Remedy, but it changes the subject line so the RT ticket > number is lost. > > I have created a custom field so we can store the Remedy ticket number > of any incident in RT (this has to be done manually) and even added a > URL so when I click on the Remedy ticket number it takes me to a web > interface for Remedy and displays the ticket. > > I'd like to be able to detect the remedy ticket number in an incoming > message to RT, look it up and find the corresponding RT ticket and > merge the two together. > > Any suggestions? > > Regards, > Tony. -- Using Opera's revolutionary email client: http://www.opera.com/mail/ From Raymond.Corbett at arcproductions.com Tue Mar 5 11:35:40 2013 From: Raymond.Corbett at arcproductions.com (Raymond Corbett) Date: Tue, 5 Mar 2013 16:35:40 +0000 Subject: [rt-users] (no subject) Message-ID: <5B09091AD62AE8478802740E5A5E10C347787F@ARCEXCHANGE.arc.local> We are using RT 4.0.10 I wander if anyone else gets this behavior......... which confuses some of our users....... The Drop Down Selection menu beside the New ticket In widget button doesn't maintain the selection. For example let's say there are 6 queues there, queue_1, queue_2 , queue_3 etc. The user selects queue_5 in the list. The drop down displays this as the selection for about 2 seconds and then immediately defaults back to the first selection in the list. The queue being submitted to is correct, but users are confused, because by the time they click on the New Ticket IN button, the selection form the pull down menu has already reverted back to the first entry in the list and they try to change it again and again. Also I am wandering which file controls the size of the Pull Down Menu width. Our Queue names are a bit long and some are similar. So just hope to change the width of the field so that the Queue names are easier to read when the pull down is not accessed. [ARC] Ray Corbett Technology Projects Manager p: 416.682.5200 x5232 | f: 416.682.5209 Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4 www.arcproductions.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 4654 bytes Desc: image001.gif URL: From guadagnino.cristiano at creval.it Tue Mar 5 12:06:27 2013 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Tue, 5 Mar 2013 17:06:27 +0000 Subject: [rt-users] "Corrupted customfieldvalue" error in Apache error_log with migrated RT4 In-Reply-To: <20130304162912.GF1554@jibsheet.com> References: <223E002D531E0F408612DC137211E7FF7DE6165C@D2D10EX1.d1.bkd> <20130304162912.GF1554@jibsheet.com> Message-ID: <223E002D531E0F408612DC137211E7FF7DE61895@D2D10EX1.d1.bkd> Hi Kevin! On 03/04/2013 05:29 PM, Kevin Falcone wrote: This implies that the links being built don't look like this: /Download/CustomFieldValue/id/string they look like something else. Figure out what kinds of links are being generated, check that your ObjectCustomFieldValues table has been upgraded properly. Check that rt-validator passes on your system. etc. -kevin Kevin, I tried to do my homework but I'm a bit confused: - how do I check what kinds of links are generated? I tried to look into the "Links" table but links there don't look like you said; they're not even similar - for what I can say, the ObjectCustomFieldValues has been properly upgraded; is there something specific I can check? - rt-validator blows up with the following error: install_driver(mysql) failed: Can't load '/usr/perl5/site_perl/5.10.0/i86pc-solaris-64int/auto/DBD/mysql/mysql.so' for module DBD::mysql: ld.so.1: perl: fatal: libmysqlclient.so.16: open failed: No such file or directory at /usr/perl5/5.10.0/lib/i86pc-solaris-64int/DynaLoader.pm line 203. at (eval 85) line 3. Compilation failed in require at (eval 85) line 3. Perhaps a required shared library or dll isn't installed where expected at /usr/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 103. Apparently it is missing libmysqlclient.so.16 and in fact there's no such file on my system, but there's a libmysqlclient.so.18 in /usr/mysql/lib. As a desperate try I symlinked libmysqlclient.so.16 to point to libmysqlclient.so.18, but I get the very same error. I have to add that, on this box, I changed from Mysql to MariaDB, but I had the "Corrupted customfieldvalue" error with Mysql too. Bye Cris -- Cristiano Guadagnino Servizio Data Administration Bankadati S.I. Gruppo Credito Valtellinese Tel. +39-0342-522172 -------------- next part -------------- An HTML attachment was scrubbed... URL: From mikeofmany at gmail.com Tue Mar 5 12:13:13 2013 From: mikeofmany at gmail.com (Mike S) Date: Tue, 5 Mar 2013 10:13:13 -0700 Subject: [rt-users] Documentations and log for RT_External Auth Message-ID: I currently have a RT/RTIR install 3.88 running with the RT External Auth plug in for AD/LDAP authentication. With that there is script we use to log in and prepopulate many of the fields of a new ticket. However, when I invoke this same script from a different location, with the same information filled in, all I'm getting back in anything that I can find is LDAP Authentication failed, RT External Auth bad username or password. Is there anyplace that the plug ins or specifically External Auth also keep logs to try and assist troubleshooting? 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 joerg.dorchain at catella.lu Tue Mar 5 12:13:34 2013 From: joerg.dorchain at catella.lu (Joerg Dorchain) Date: Tue, 05 Mar 2013 18:13:34 +0100 Subject: [rt-users] Problems with approvals In-Reply-To: References: Message-ID: <513627BE.4000401@catella.lu> Hello, my problems has been solve by studying some source code. The approval process could benefit from an example with explanations ;-) Bye, Joerg On 28.02.2013 12:38, Joerg.Dorchain at catella.lu wrote: > Hello, > > we're running request tracker 4.0.7-4~bpo60 on debian stable. I have > setup approvals for one queue, which works fine, except the the most > recently added user. > > For this user, no approval notification mails are sent, and the approval > ticket stays in state new. For the other, they are notified, and the > approval ticket changes to open automatically. > > The only difference I see is that the special user is not in any groups, > in contrast to those were it works. > > I would appreciate any hints, especially were to start debugging. > > TIA, > > Joerg > > > > > > > / > > > The information in this e-mail is confidential and may be legally > privileged. If you have received this e-mail in error, please reply to > its sender indicating "received in error" in the subject line, then > delete the e-mail and destroy any copies of it. If you are not its > intended recipient, any disclosure, copying, distribution or any action > taken or omitted to be taken in reliance on this e-mail, is prohibited > and may be unlawful. Internet communications are not considered secure. > Information might be intercepted, amended, lost, destroyed, arrive late > or incomplete, or might contain viruses. Catella will not accept any > liability with respect to the contents of this email and its attachments. > / > > > > > /http://www.catella.lu// > > > > > -- Catella Bank S.A. IT Parc d?Activit?s - CAP 2 38 rue Pafebruch L-8308 Capellen Telephone: + 352 27 754 497 From elacour at easter-eggs.com Tue Mar 5 12:19:43 2013 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 5 Mar 2013 18:19:43 +0100 Subject: [rt-users] Problems with approvals In-Reply-To: <513627BE.4000401@catella.lu> References: <513627BE.4000401@catella.lu> Message-ID: <20130305171943.GH4854@easter-eggs.com> On Tue, Mar 05, 2013 at 06:13:34PM +0100, Joerg Dorchain wrote: > Hello, > > my problems has been solve by studying some source code. > > The approval process could benefit from an example with explanations ;-) > did you read this: - docs/customizing/approvals.pod - http://requesttracker.wikia.com/wiki/ApprovalCreation ;) -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From alexmv at bestpractical.com Tue Mar 5 13:32:40 2013 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 05 Mar 2013 13:32:40 -0500 Subject: [rt-users] [rt-announce] Security vulnerability in Perl Message-ID: <1362508360.4506.7.camel@umgah.localdomain> This is a notification of a security vulnerability, not of RT, but of perl itself. That vulnerability, CVE-2013-1667, affects all production versions of perl from 5.8.2 to 5.16.x. From perl5-porters: In order to prevent an algorithmic complexity attack against its hashing mechanism, perl will sometimes recalculate keys and redistribute the contents of a hash. This mechanism has made perl robust against attacks that have been demonstrated against other systems. Research by Yves Orton has recently uncovered a flaw in the rehashing code which can result in pathological behavior. This flaw could be exploited to carry out a denial of service attack against code that uses arbitrary user input as hash keys. ( http://www.nntp.perl.org/group/perl.perl5.porters/2013/03/msg199755.html ) Vendors, including RedHat, Debian, and Ubuntu, were informed of this problem two weeks ago and are expected to be shipping updated versions of their perl packages shortly. We encourage you to take these updates as soon as they are available. We are aware that taking updated versions of some vendor perl packages (particularly with older releases of RedHat) may downgrade some modules that RT requires to run, causing breakages when RT is restarted. This is particularly known to be an issue with Scalar::Util, Sys::Syslog, and File::Temp. For this reason, we suggest re-running rt-test-dependencies after you upgrade perl, to ensure that this has not occured. You can do this via running /opt/rt4/bin/rt-test-dependencies, and passing it one of --with-mysql, --with-pg, or --with-oracle, as well as --with-fastcgi or --with-modperl2 as suits your current deployment. If unmet dependencies are found, you should immediately upgrade them; this can be done by re-running rt-test-dependencies with the additional --install option. The vendor upgrades of perl may not be sufficient if you are running a locally-compiled version of perl. You can determine if this is the case by examining the first line of /opt/rt4/bin/rt (or /opt/rt3/bin/rt). If that line contains: #!/usr/bin/perl ...then you are running the vendor-supplied version of perl, and need take no further steps. Otherwise, you will need to upgrade your locally installed perl, or re-install it after applying security patches. Updated versions of 5.14.x and 5.16.x will be released within the week; we recommend upgrading to those. If you need help resolving this issue, please contact us at sales at bestpractical.com for more information. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: This is a digitally signed message part URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From jim.h.berry at frb.gov Tue Mar 5 13:53:36 2013 From: jim.h.berry at frb.gov (Jim Berry) Date: Tue, 5 Mar 2013 18:53:36 +0000 Subject: [rt-users] (no subject) Message-ID: <20130305185338.3EC042C4495@ibastion.frb.gov> One possible adjustment is to try to make it obvious into which queue the new ticket will be placed. We change the page title so that it is "Create a ticket in the QName Queue". Even though the drop down snaps back to the default, the user will see "QName Queue" in about 4 places (including an

, which is enough to reassure whoever is creating the ticket. We do it via a simple callback: % cat local/html/Callbacks/jhb/Ticket/Create.html/Default <%init> # When creating a ticket, display Queue Name in title $$title = "Create a ticket in the " . $QueueObj->Name . " Queue"; <%args> $QueueObj $title -- Jim From: Raymond Corbett [mailto:Raymond.Corbett at arcproductions.com] Sent: Tuesday, March 05, 2013 11:36 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] (no subject) We are using RT 4.0.10 I wander if anyone else gets this behavior......... which confuses some of our users....... The Drop Down Selection menu beside the New ticket In widget button doesn't maintain the selection. For example let's say there are 6 queues there, queue_1, queue_2 , queue_3 etc. The user selects queue_5 in the list. The drop down displays this as the selection for about 2 seconds and then immediately defaults back to the first selection in the list. The queue being submitted to is correct, but users are confused, because by the time they click on the New Ticket IN button, the selection form the pull down menu has already reverted back to the first entry in the list and they try to change it again and again. Also I am wandering which file controls the size of the Pull Down Menu width. Our Queue names are a bit long and some are similar. So just hope to change the width of the field so that the Queue names are easier to read when the pull down is not accessed. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Mar 5 14:26:10 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 5 Mar 2013 14:26:10 -0500 Subject: [rt-users] Confusing New Ticket In behavior In-Reply-To: <5B09091AD62AE8478802740E5A5E10C347787F@ARCEXCHANGE.arc.local> References: <5B09091AD62AE8478802740E5A5E10C347787F@ARCEXCHANGE.arc.local> Message-ID: <20130305192610.GH1554@jibsheet.com> On Tue, Mar 05, 2013 at 04:35:40PM +0000, Raymond Corbett wrote: > The Drop Down Selection menu beside the New ticket In widget button doesn't maintain the > selection. > > For example let's say there are 6 queues there, queue_1, queue_2 , queue_3 etc. > > The user selects queue_5 in the list. The drop down displays this as the selection for about > 2 seconds and then immediately defaults back to the first selection in the list. > > The queue being submitted to is correct, but users are confused, because by the time they > click on the New Ticket IN button, the selection form the pull down menu has already reverted > back to the first entry in the list and they try to change it again and again. Are they actually clicking New Ticket In? Merely selecting the queue in the dropdown triggers JS that pushes you to the New Ticket in page If you're actually seeing that not fire and it jumps around then that sounds like a browser bug of some kind. If you want RT to retain the most recently submitted to Queue in that list, there's a configuration option for that: http://bestpractical.com/rt/docs/latest/RT_Config.html#RememberDefaultQueue It's also available on the per-user preferences page. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Mar 5 14:27:00 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 5 Mar 2013 14:27:00 -0500 Subject: [rt-users] Changing default account preferences / RT at a Glance In-Reply-To: <20130305084214.GC4854@easter-eggs.com> References: <513532FC.9020107@vanbar.com.au> <20130305084214.GC4854@easter-eggs.com> Message-ID: <20130305192700.GI1554@jibsheet.com> On Tue, Mar 05, 2013 at 09:42:15AM +0100, Emmanuel Lacour wrote: > On Tue, Mar 05, 2013 at 10:49:16AM +1100, LachieC - Vanbar wrote: > > On top of that I like to set the "Notify me of unread messages" to Yes. > > just set this in RT_SiteConfig.pm. > > Set($ShowUnreadMessageNotifications, 1); To follow up and drive this home - anything on that per-user Preferences page is settable globally. More information. http://bestpractical.com/rt/docs/latest/RT_Config.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 trs at bestpractical.com Tue Mar 5 14:41:22 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 05 Mar 2013 11:41:22 -0800 Subject: [rt-users] Problems with approvals In-Reply-To: <20130305171943.GH4854@easter-eggs.com> References: <513627BE.4000401@catella.lu> <20130305171943.GH4854@easter-eggs.com> Message-ID: <51364A62.1020206@bestpractical.com> On 03/05/2013 09:19 AM, Emmanuel Lacour wrote: > On Tue, Mar 05, 2013 at 06:13:34PM +0100, Joerg Dorchain wrote: >> Hello, >> >> my problems has been solve by studying some source code. >> >> The approval process could benefit from an example with explanations ;-) >> > > did you read this: > > - docs/customizing/approvals.pod This doc is available online now at: http://bestpractical.com/rt/docs/latest/customizing/approvals.html From mnagel at willingminds.com Tue Mar 5 14:51:43 2013 From: mnagel at willingminds.com (Mark D. Nagel) Date: Tue, 05 Mar 2013 11:51:43 -0800 Subject: [rt-users] Additional CCs send to ticketing system do not get added to case In-Reply-To: <9668980D499D08469DAEB9C828E5EC6826907EBE@SOM-EXCH03.nuance.com> References: <9668980D499D08469DAEB9C828E5EC6826907EBE@SOM-EXCH03.nuance.com> Message-ID: <51364CCF.9080703@willingminds.com> On 3/1/2013 12:50 PM, Bunker, Robert wrote: > An example would be a user who is communicating on a case CCing their co-worker on an update. I would prefer to have this person added to the case and remain on the case. > > I would also prefer to have any new people addressed as a "To" added to case on subsequent emails. Please see my addon that handles this in a somewhat secure manner: http://requesttracker.wikia.com/wiki/LoopIn Could be improved (e.g., turned into a plugin), but does the job as it is for us. Name comes from the fact that people who forced me to write this kept saying "looping in " in their messages :). Regards, Mark -- Mark D. Nagel, CCIE #3177 Principal Consultant, Willing Minds LLC (http://www.willingminds.com) cell: 949-279-5817, desk: 714-495-4001, fax: 714-646-8277 ** For faster support response time, please ** email support at willingminds.com or call 714-495-4000 From cam2 at cornell.edu Tue Mar 5 16:24:38 2013 From: cam2 at cornell.edu (Chris Manly) Date: Tue, 5 Mar 2013 21:24:38 +0000 Subject: [rt-users] Unable to configure article classes in 4.0.10 Message-ID: Hi all, Okay I'm stumped. I'm setting up a new install of RT4. My "proof of concept" install on a dev box was 4.0.6, but 4.0.10 was out by the time I got to setting up the "production" install, so that one is 4.0.10. The database for the 4.0.10 production system was seeded with a dump from the 4.0.6 dev box. When we create a new article class, none of the configuration options appear on the right hand side of /Admin/Articles/Classes/Modify.html. So, we can't make the new class apply to a queue. However, for the class that I created on the 4.0.6 system (I then copied over the database to the "prod" install), the config options appear normally. All of the users who are attempting to set up the classes have SuperUser privs. Am I just missing something obvious, or did I trip on a bug in 4.0.10? Or, is there somewhere I can be looking to figure out what's going on? I can't see any differences in the databases that would be an obvious source of the differential behavior, and a debug log doesn't spit out anything telling that I can see. Any insight would be appreciated, including RTFM directives with helpful pointers to the correct FM, if I simply failed to find the right clue that's out there somewhere. Thanks! -- Christopher Manly Coordinator, Library Systems Cornell University Library Information Technologies cam2 at cornell.edu 607-255-3344 -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Mar 5 16:49:53 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 5 Mar 2013 16:49:53 -0500 Subject: [rt-users] Unable to configure article classes in 4.0.10 In-Reply-To: References: Message-ID: <20130305214953.GJ1554@jibsheet.com> On Tue, Mar 05, 2013 at 09:24:38PM +0000, Chris Manly wrote: > When we create a new article class, none of the configuration options appear on the right hand > side of /Admin/Articles/Classes/Modify.html. So, we can't make the new class apply to a > queue. However, for the class that I created on the 4.0.6 system (I then copied over the > database to the "prod" install), the config options appear normally. > All of the users who are attempting to set up the classes have SuperUser privs. > Am I just missing something obvious, or did I trip on a bug in 4.0.10? Or, is there somewhere I'm not aware of a bug in 4.0.10 around this and in fact it works fine for me on newly created Classes. What's in your logs. What arguments are being passed to Modify.html in the URL on pages where the links don't show up vs those where they do. -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 Tue Mar 5 17:23:51 2013 From: cwfox at us.fujitsu.com (Camron W. Fox) Date: Tue, 05 Mar 2013 12:23:51 -1000 Subject: [rt-users] CommandByMail fails after Migration. In-Reply-To: <20130304162359.GD1554@jibsheet.com> References: <51339804.1000806@us.fujitsu.com> <20130304162359.GD1554@jibsheet.com> Message-ID: <51367077.4030408@us.fujitsu.com> On 13/03/04 6:23 AM, Kevin Falcone wrote: > On Sun, Mar 03, 2013 at 08:35:48AM -1000, Camron W. Fox wrote: >> After migrating from RT3.6.6 to RT4.0.10, the >> RT::Extension::CommandByMail plugin now fails. It installed with no >> errors and we made sure the MailPlugins were set: >> >> @MailPlugins = qw(Auth::MailFrom Filter::TakeAction); > > > That's 3.6 syntax, not 3.8 or greater syntax as documented in the > INSTALL file included with the extension. > > Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); > > -kevin Kevin, Thanks for the slap in the face. That took care of it rather nicely. 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 Phone: (808) 934-4102 Cell: (808) 937-5026 From lachiec at vanbar.com.au Tue Mar 5 17:38:01 2013 From: lachiec at vanbar.com.au (LachieC - Vanbar) Date: Wed, 06 Mar 2013 09:38:01 +1100 Subject: [rt-users] Changing default account preferences / RT at a Glance In-Reply-To: <20130305192700.GI1554@jibsheet.com> References: <513532FC.9020107@vanbar.com.au> <20130305084214.GC4854@easter-eggs.com> <20130305192700.GI1554@jibsheet.com> Message-ID: <513673C9.5040005@vanbar.com.au> Excellent, I knew it would be simple. Thanks again for the advice, -LachieC On 06/03/13 06:27, Kevin Falcone wrote: > On Tue, Mar 05, 2013 at 09:42:15AM +0100, Emmanuel Lacour wrote: >> On Tue, Mar 05, 2013 at 10:49:16AM +1100, LachieC - Vanbar wrote: >>> On top of that I like to set the "Notify me of unread messages" to Yes. >> just set this in RT_SiteConfig.pm. >> >> Set($ShowUnreadMessageNotifications, 1); > To follow up and drive this home - anything on that per-user > Preferences page is settable globally. More information. > > http://bestpractical.com/rt/docs/latest/RT_Config.html > > -kevin > > > -- Lachie C VANBAR Imaging www.vanbar.com.au p: 03 9417 5666 -------------- next part -------------- An HTML attachment was scrubbed... URL: From cwfox at us.fujitsu.com Tue Mar 5 18:10:38 2013 From: cwfox at us.fujitsu.com (Camron W. Fox) Date: Tue, 05 Mar 2013 13:10:38 -1000 Subject: [rt-users] DateTime/Set.pm not found in @INC In-Reply-To: <20130225160410.GK1594@jibsheet.com> References: <51295399.3000202@us.fujitsu.com> <20130225160410.GK1594@jibsheet.com> Message-ID: <51367B6E.2080500@us.fujitsu.com> On 13/02/25 6:04 AM, Kevin Falcone wrote: > Are you sure that this perl /opt/perl/bin/perl > >> [cwfox at admin-new perl]$ /opt/perl/bin/perl -le 'print foreach @INC' >> /opt/perl/lib/site_perl/5.16.2/x86_64-linux >> /opt/perl/lib/site_perl/5.16.2 >> /opt/perl/lib/5.16.2/x86_64-linux >> /opt/perl/lib/5.16.2 > > Is the same as this perl? > >> /usr/local/lib64/perl5 /usr/local/share/perl5 >> /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl >> /usr/lib64/perl5 /usr/share/perl5 . /etc/httpd) at > > It looks like RT is running under /usr/bin/perl (the system perl) and > anything you install into your custom perl will be unavailable. > > Disable the calendar plugin and start up RT and visit the System > Configuration page to compare the perl -V output at the bottom to the > results of /usr/bin/perl -V and /opt/perl/bin/perl -V > > Keep in mind, if you're using a packaged mod_perl you're almost > certainly *not* using your custom built perl. > > -kevin Kevin, /opt/perl/bin/perl and all the permods were installed specifically for this RT installation. I installed perl 5.16.2 in /opt/perl and used it as the perl to install everything, so how (and when) did the RT instance get hijacked? This pretty much sucks. 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 Phone: (808) 934-4102 Cell: (808) 937-5026 From falcone at bestpractical.com Tue Mar 5 18:30:33 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 5 Mar 2013 18:30:33 -0500 Subject: [rt-users] DateTime/Set.pm not found in @INC In-Reply-To: <51367B6E.2080500@us.fujitsu.com> References: <51295399.3000202@us.fujitsu.com> <20130225160410.GK1594@jibsheet.com> <51367B6E.2080500@us.fujitsu.com> Message-ID: <20130305233033.GK1554@jibsheet.com> On Tue, Mar 05, 2013 at 01:10:38PM -1000, Camron W. Fox wrote: > On 13/02/25 6:04 AM, Kevin Falcone wrote: > > Are you sure that this perl /opt/perl/bin/perl > > > >> [cwfox at admin-new perl]$ /opt/perl/bin/perl -le 'print foreach @INC' > >> /opt/perl/lib/site_perl/5.16.2/x86_64-linux > >> /opt/perl/lib/site_perl/5.16.2 > >> /opt/perl/lib/5.16.2/x86_64-linux > >> /opt/perl/lib/5.16.2 > > > > Is the same as this perl? > > > >> /usr/local/lib64/perl5 /usr/local/share/perl5 > >> /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl > >> /usr/lib64/perl5 /usr/share/perl5 . /etc/httpd) at > > > > It looks like RT is running under /usr/bin/perl (the system perl) and > > anything you install into your custom perl will be unavailable. > > > > Disable the calendar plugin and start up RT and visit the System > > Configuration page to compare the perl -V output at the bottom to the > > results of /usr/bin/perl -V and /opt/perl/bin/perl -V > > > > Keep in mind, if you're using a packaged mod_perl you're almost > > certainly *not* using your custom built perl. > > /opt/perl/bin/perl and all the permods were installed specifically for > this RT installation. > > I installed perl 5.16.2 in /opt/perl and used it as the perl to install > everything, so how (and when) did the RT instance get hijacked? > > This pretty much sucks. Are you using mod_perl from the system distribution? If so, it's going to use the system perl If so, you need to either use fastcgi or build mod_perl against your custom perl (which is nowhere near as hard as it was years ago, thankfully). Since you have a custom perl, you should keep in mind this announcement we made earlier today. http://blog.bestpractical.com/2013/03/security-vulnerability-in-perl.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 joerg.dorchain at catella.lu Wed Mar 6 04:34:54 2013 From: joerg.dorchain at catella.lu (Joerg Dorchain) Date: Wed, 06 Mar 2013 10:34:54 +0100 Subject: [rt-users] Problems with approvals In-Reply-To: <20130305171943.GH4854@easter-eggs.com> References: <513627BE.4000401@catella.lu> <20130305171943.GH4854@easter-eggs.com> Message-ID: <51370DBE.2080000@catella.lu> On 05.03.2013 18:19, Emmanuel Lacour wrote: > On Tue, Mar 05, 2013 at 06:13:34PM +0100, Joerg Dorchain wrote: >> Hello, >> >> my problems has been solve by studying some source code. >> >> The approval process could benefit from an example with explanations ;-) >> > > > did you read this: > > - docs/customizing/approvals.pod No. > - http://requesttracker.wikia.com/wiki/ApprovalCreation Yes. Actually, /usr/share/request-tracker4/lib/RT/Approval/Rule/* was most insightful on how dependencies and referers work. Then I came across http://jwinder.wordpress.com/category/networksystem-administration/rt-request-tracker/, wich together with the rest explain how to setup arbitrarily complex approval logic. Bye, Joerg From Raymond.Corbett at arcproductions.com Wed Mar 6 08:59:01 2013 From: Raymond.Corbett at arcproductions.com (Raymond Corbett) Date: Wed, 6 Mar 2013 13:59:01 +0000 Subject: [rt-users] Editing header on interface Message-ID: <5B09091AD62AE8478802740E5A5E10C3478382@ARCEXCHANGE.arc.local> Morning all, Does anyone know where the file lives, that I might edit or other patch to: 1. Move the "New Ticket in" over to the left a bit. 2. Increase the width of the Pull Down Selection menu that selects the Queues to create the new ticket in. Our Queue names are a bit long perhaps with some common prefixs. Although when making a selection the pull down menu is fine, the folded up menu if you will, is a rather narrow in terms of width. [ARC] Ray Corbett Technology Projects Manager p: 416.682.5200 x5232 | f: 416.682.5209 Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4 www.arcproductions.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 4654 bytes Desc: image001.gif URL: From Raymond.Corbett at arcproductions.com Wed Mar 6 09:47:49 2013 From: Raymond.Corbett at arcproductions.com (Raymond Corbett) Date: Wed, 6 Mar 2013 14:47:49 +0000 Subject: [rt-users] Help with Cod Addition Message-ID: <5B09091AD62AE8478802740E5A5E10C347844B@ARCEXCHANGE.arc.local> I found this post in regards to RT3 I want to use it in RT 4.0.10 but just a bit afraid of breaking things. So could someone verify what I am going to try is correct? Original post: One way to solve this is to create a "dummy" queue caled **SELECT QUEUE (it will appear at the top of your list) - at least the post will not go to a wrong queue. We have edited: /opt/rt3/var/mason_data/obj/standard/Elements/SelectNewTicketQueue <...> #line 26 /opt/rt3/share/html/Elements/SelectNewTicketQueue # # Add Label to Queue Drop Down Menu # $m->print( ' ' ); foreach my $queue (@{$session{'create_in_queues'}}) { $m->print( ' ' ); foreach my $queue (@{$session{'create_in_queues'}}) { $m->print( '