From trs at bestpractical.com Wed May 1 14:26:37 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 01 May 2013 11:26:37 -0700 Subject: [rt-users] [rt-announce] RT 4.0.12 released Message-ID: <51815E5D.7090801@bestpractical.com> It's my pleasure to announce RT 4.0.12 is now available for download. http://download.bestpractical.com/pub/rt/release/rt-4.0.12.tar.gz http://download.bestpractical.com/pub/rt/release/rt-4.0.12.tar.gz.sig SHA1 sums 779ae82d1847aea23afe28e54a982c59f93b4953 rt-4.0.12.tar.gz 8ef461c88486fa551985323ef6ed56e626176258 rt-4.0.12.tar.gz.sig This release of RT repairs a regression in 4.0.11. If you use the Rich Text Editor, the red background on Reply was missing due to the update of CKEditor to support IE10. It also includes a database upgrade, so please make sure to run 'make upgrade-database'. Features * Date and DateTime Custom Fields now have the same 'smart' date parsing that core RT date fields have. * Improved logging when the sending of a Correspond or Comment fails. * The Quick Search preferences page now has Select/Clear All buttons. * Unprivileged users can now change Language and Time Zone. * Warn MySQL users if their max_allowed_packet is dangerously low. Bugfixes * Repair 4.0.11 regression where red background on Reply with the RichText Editor was lost. * Quiet warnings in the verbose user format. * Allow changing the case of a Group's name (prevented by earlier code stopping you from having two groups with the same name). * Allow changing the case of a Class's name. * Avoid warnings when using empty Templates. * Update our InnoDB checks for MySQL 5.6 compatibility. * Clarification of when SetOutgoingMailFrom and OverrideOutgoingMailFrom are available. * Improve layout of collection lists in IE. * Fix Attach more files button in Self Service. * Set caching headers on autocomplete endpoints. * Restore and improve prematurely deleted documentation for DontSearchFileAttachments. * Correct the encoding of Dashboard email Subject headers. * Fix the default roles on User->WatchedQueues. * Document the need to grant SeeCustomField in UPGRADING-3.4. * Nudge menus below the shadows in aileron. * Fix missing headers and a syntax error in the /REST/1.0/attachment/NN endpoint. Localization * Improve the display of numbers when using the French localization. * Built in components and searches (such as Bookmarked Tickets) are now localizable. * Use PostgreSQL error codes in the full-text-indexer instead of matching on error messages that may be in a non-english language. * Localize 'Dashboard' during creation. * Mark 'Modify this user' as localizable. Developer * Test can now be run against a remote DB server. * Install etc/upgrade to make some rt-setup-database actions easier without requiring access to the install directory. * RT_TEST_PARALLEL_NUM controls the -j param in make parallel-test * Work around a git bug in git archive when packaging releases. This caused the third party sources to bloat the 4.0.11 tarball. * Fix examples in the CreateTickets documentation. * RT Ticket types (ticket, approval, reminder) are now always forced to lower case. * Allow the use of 'NOT IN' in Limits (assuming a new enough DBIx::SearchBuilder). A complete changelog is available from git by running: git log rt-4.0.11..rt-4.0.12 or visiting https://github.com/bestpractical/rt/compare/rt-4.0.11...rt-4.0.12 _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From cwfox at us.fujitsu.com Wed May 1 15:59:32 2013 From: cwfox at us.fujitsu.com (Camron W. Fox) Date: Wed, 01 May 2013 09:59:32 -1000 Subject: [rt-users] Cannot Create user with LDAP Overlay Message-ID: <51817424.9080207@us.fujitsu.com> Alle, Even thought the privileges for Everyone and Unprivileged are set to CreateTicket and ReplyToTicket, we get these errors when send from an external user: User creation failed in mailgateway: Name in use User 'camron.fox at example.com' could not be loaded in the mail gateway RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. How do we allow this when using the LDAP overlay? I've googled for this but found only answers for 3.X and we're running 4.0.10. Best Regards, Camron -- Camron W. Fox Hilo Office High Performance Computing Group Fujitsu Management Services of America, Inc. E-mail: cwfox at us.fujitsu.com From trs at bestpractical.com Wed May 1 21:32:01 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 01 May 2013 18:32:01 -0700 Subject: [rt-users] Cannot Create user with LDAP Overlay In-Reply-To: <51817424.9080207@us.fujitsu.com> References: <51817424.9080207@us.fujitsu.com> Message-ID: <5181C211.8090101@bestpractical.com> On 05/01/2013 12:59 PM, Camron W. Fox wrote: > Alle, > > Even thought the privileges for Everyone and Unprivileged are set to > CreateTicket and ReplyToTicket, we get these errors when send from an > external user: > > User creation failed in mailgateway: Name in use > > User 'camron.fox at example.com' could not be loaded in the mail gateway > > RT could not load a valid user, and RT's configuration does not allow > for the creation of a new user for your email. > > How do we allow this when using the LDAP overlay? I've googled for this > but found only answers for 3.X and we're running 4.0.10. What "LDAP overlay" are you using on 4.0.10? Usually that phrase refers to an ancient 3.6-era overlay that was pretty hacky. On a modern RT, you should be using REMOTE_USER auth ($WebExternalAuth) or RT::Authen::ExternalAuth (+ RT::Extension::LDAPImport). If you're using RT::Authen::ExternalAuth, look into the $AutoCreateNonExternalUsers option it provides. From KennethMTowne at Eaton.com Wed May 1 23:09:10 2013 From: KennethMTowne at Eaton.com (KennethMTowne at Eaton.com) Date: Thu, 2 May 2013 03:09:10 +0000 Subject: [rt-users] Login Loop Message-ID: I am trying to configure a new RT4 installation on an existing server that is already hosting another site. My RT_SiteConfig.pm has the following settings: Set( $WebBaseURL, 'https://webserver.ken.com'); Set( $WebPort, 443); Set( $WebPath, '/rt4'); My Apache2 configuration is as follows: ServerAdmin webmaster at localhost LogLevel warn CustomLog /var/log/apache2/ssl_access.log combined SSLEngine on SSLCertificateFile crtfile SSLCertificateKeyFile keyfile DocumentRoot "/data/site1/extras/www" WSGIScriptAlias /site1 /data/site1/site.wsgi AuthType Basic AuthName "Google Authenticator Code" AuthBasicProvider "google_authenticator" Require valid-user GoogleAuthUserPath /etc/apache2/2factor GoogleAuthCookieLife 3600 GoogleAuthEntryWindow 2 Alias /rt4/ /opt/rt4/share/html/ Order allow,deny Allow from all SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); I can access /site1 no problem, when I try to access /rt4 I get a redirect loop error as the browser cycles through a bunch of next=ids. The rt error log shows: Reason: your browser did not supply a Referrer header (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:397) [Thu May 2 02:58:29 2013] [notice]: Marking original destination as having side-effects before redirecting for login. Request: /rt4/NoAuth/Login.html?next=c9b6650e44159f2832c5dc436ccc4ca7 Reason: your browser did not supply a Referrer header (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:397) [Thu May 2 02:58:29 2013] [notice]: Marking original destination as having side-effects before redirecting for login. Request: /rt4/NoAuth/Login.html?next=35f158bbe5c75a9996c62aae1d0aa163 Reason: your browser did not supply a Referrer header (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:397) [Thu May 2 02:58:29 2013] [notice]: Marking original destination as having side-effects before redirecting for login. Request: /rt4/NoAuth/Login.html?next=036240bcec8f468eaaaa830aeb0f79f8 Reason: your browser did not supply a Referrer header (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:397) Any help would be appreciated Ken Towne KennethMTowne at eaton.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From chrisherrmann7 at gmail.com Wed May 1 23:21:51 2013 From: chrisherrmann7 at gmail.com (Chris Herrmann) Date: Thu, 2 May 2013 13:21:51 +1000 Subject: [rt-users] Agile / Scrum workflows Message-ID: Hi all, I'm wondering if there are any plugins / mods / etc that would allow tickets to be viewed in an Agile / et al type style - in the same way that GreenHopper does this for Jira. In fact if I could somehow get RT tickets to talk to Greenhopper that might actually do... Searching for RT & Agile / Greenhopper / jira / etc just returns results on migrating, or articles comparing the two - but so far I haven't found anyone talking about whether it would be possible to make them talk at all. Why do we have both? We use Jira for software development - it's tied to the version control repository, and we build workflows that suit the style of project. And request tracker for helpdesk tickets. But... it would be very nice if there was a way to link the two in some way. Cheers, Chris -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu May 2 05:19:57 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 2 May 2013 13:19:57 +0400 Subject: [rt-users] Login Loop In-Reply-To: References: Message-ID: On Thu, May 2, 2013 at 7:09 AM, wrote: > My RT_SiteConfig.pm has the following settings:**** > > ** ** > > Set( $WebBaseURL, 'https://webserver.ken.com');**** > > Set( $WebPort, 443);**** > > Set( $WebPath, '/rt4');**** > > ** > Above is incorrect. From RT config's documentation: 1005 =item C<$WebBaseURL>, C<$WebURL> 1006 1007 Usually you don't want to set these options. The only obvious reason 1008 is if RT is accessible via https protocol on a non standard port, e.g. 1009 'https://rt.example.com:9999'. In all other cases these options are 1010 computed using C<$WebDomain>, C<$WebPort> and C<$WebPath>. 1011 So you have incorrect WebBaseURL and not set WebDomain. -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From KennethMTowne at Eaton.com Thu May 2 06:22:51 2013 From: KennethMTowne at Eaton.com (KennethMTowne at Eaton.com) Date: Thu, 2 May 2013 10:22:51 +0000 Subject: [rt-users] Login Loop In-Reply-To: References: Message-ID: Ruslan, I removed WebBaseURL and added WebDomain, restarted apache, but still receive the same error: Set( $WebDomain, 'webserver.ken.com'); Set( $WebPort, 443); Set( $WebPath, '/rt4'); Thoughts? - Ken From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, May 02, 2013 5:20 AM To: Towne, Kenneth M Cc: RT users Subject: Re: [rt-users] Login Loop On Thu, May 2, 2013 at 7:09 AM, > wrote: My RT_SiteConfig.pm has the following settings: Set( $WebBaseURL, 'https://webserver.ken.com'); Set( $WebPort, 443); Set( $WebPath, '/rt4'); Above is incorrect. From RT config's documentation: 1005 =item C<$WebBaseURL>, C<$WebURL> 1006 1007 Usually you don't want to set these options. The only obvious reason 1008 is if RT is accessible via https protocol on a non standard port, e.g. 1009 'https://rt.example.com:9999'. In all other cases these options are 1010 computed using C<$WebDomain>, C<$WebPort> and C<$WebPath>. 1011 So you have incorrect WebBaseURL and not set WebDomain. -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From g.mason at fairfx.com Thu May 2 10:21:01 2013 From: g.mason at fairfx.com (saxmad) Date: Thu, 2 May 2013 07:21:01 -0700 (PDT) Subject: [rt-users] Problems upgrading from 3.9.3 In-Reply-To: References: <1366721529051-53579.post@n7.nabble.com> <1366722244534-53580.post@n7.nabble.com> <1366722693486-53581.post@n7.nabble.com> <20130423151411.GC14158@jibsheet.com> <1366794677920-53596.post@n7.nabble.com> <1366801571799-53598.post@n7.nabble.com> <517801DD.4080808@bestpractical.com> <1366881764757-53610.post@n7.nabble.com> Message-ID: <1367504461280-53710.post@n7.nabble.com> Spent some more time on this over the last couple of days, but still not a lot of progress, just error messages. Having cleared out any remnants of previous tests using drop database rtdb; and drop role rtuser;, I followed the latest set of instructions. I created the database using rt-setup-database-4 --action create --dba postgres which seems fine. I then try to import the dumped data file (created with the -x switch of pg_dump),a nd it gives me the following error after every CREATE command ... CREATE TABLE psql:/home/gmason/rtdb-20130425.sql:53: ERROR: role "rtuser" does not exist CREATE SEQUENCE psql:/home/gmason/rtdb-20130425.sql:66: ERROR: role "rtuser" does not exist So I try and create the rtdb role using create role rtdb; and give it login attributes and then try the import again, having first dropped the database first.The import seems to work fine, with no errors, so I continue to the next stage as instructed, which is setting up the acl's. # rt-setup-database-4 --action acl --dba postgres Working with: Type: Pg Host: localhost Name: rtdb User: rtuser DBA: postgres Now inserting database ACLs. DBD::Pg::st execute failed: ERROR: relation "classes_id_seq" does not exist at /usr/share/request-tracker4/lib/RT/Handle.pm line 439, line 1. DBD::Pg::st execute failed: ERROR: relation "classes_id_seq" does not exist at /usr/share/request-tracker4/lib/RT/Handle.pm line 439, line 1. So I'm now stumped as to how to actually get anywhere. In case it makes any difference, I am running the rt-setup-database-4 commands as the root user, but importing the data dump file as the postgres user. Can someone put me out of my misery ?? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problems-upgrading-from-3-9-3-tp53543p53710.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From russell at jonesmail.me Thu May 2 12:26:17 2013 From: russell at jonesmail.me (Russell Jones) Date: Thu, 02 May 2013 11:26:17 -0500 Subject: [rt-users] CLI and queue names with spaces Message-ID: <518293A9.6000703@jonesmail.me> Hi all, I am having this same issue that somebody reported back in 2011 with RT 4.0.11: http://lists.bestpractical.com/pipermail/rt-users/2011-October/073262.html I've tried all different ways of getting the CLI to handle spaces in my queue name with no luck. Any ideas? I guess this bug never got fixed? From darin at darins.net Thu May 2 12:51:14 2013 From: darin at darins.net (Darin Perusich) Date: Thu, 2 May 2013 12:51:14 -0400 Subject: [rt-users] bug tracker extensions Message-ID: Hello, Are the bug tracker extensions supported under RT4? -- Later, Darin -------------- next part -------------- An HTML attachment was scrubbed... URL: From eje at panix.com Thu May 2 12:54:04 2013 From: eje at panix.com (Eleanor J. Evans [Panix Staff]) Date: Thu, 2 May 2013 12:54:04 -0400 Subject: [rt-users] Mac Mail 5.3 & RT threading Message-ID: <20130502165404.GA11617@panix.com> We are using RT 4.0.2, and are having problems with messages in recent Mac Mail (5.3) not threading properly. I modified our comment template to put "Re:" at the beginning of the subject, before the SubjectTag, and that helped, but has not entirely fixed the problem. Is anyone else dealing with this, or have helpful suggestions about how to fix threading? -- Eleanor J. Piglet Evans, eje at panix.com Customer Support, (212) 741-4400 From ruz at bestpractical.com Thu May 2 13:44:49 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 2 May 2013 21:44:49 +0400 Subject: [rt-users] bug tracker extensions In-Reply-To: References: Message-ID: On Thu, May 2, 2013 at 8:51 PM, Darin Perusich wrote: > Hello, > > Are the bug tracker extensions supported under RT4? > If you're talking about RT-BugTracker [1] then yes. Recently Thomas ported it and friends over RT4. However, it's specific product that is used by http://rt.cpan.org site and may be less suitable for others. [1] http://search.cpan.org/~ruz/RT-BugTracker-0.05/lib/RT/BugTracker.pm > -- > Later, > Darin > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Thu May 2 13:52:13 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Thu, 2 May 2013 13:52:13 -0400 Subject: [rt-users] Custom numbering scheme? Message-ID: <4DD6AB329450D847913EA76D7F3C6B831283F8C5@valkyrie.ogp.qvii.com> I'm going to be deploying another RT installation for our service department here. One thing they would like is to have the ticket numbers customized. What they'd like is for the current year to be prepended to each ticket number, and then reset. So for 2013 it's be, say, 20131 - 2013n and then next year have 20141 to 2014n and so on. Is something like this possible, or should I just tell them it's too difficult? Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu May 2 14:57:27 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 2 May 2013 22:57:27 +0400 Subject: [rt-users] Custom numbering scheme? In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B831283F8C5@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B831283F8C5@valkyrie.ogp.qvii.com> Message-ID: On Thu, May 2, 2013 at 9:52 PM, Cena, Stephen (ext. 300) wrote: > ** > I'm going to be deploying another RT installation for our service > department here. One thing they would like is to have the ticket numbers > customized. What they'd like is for the current year to be prepended to > each ticket number, and then reset. So for 2013 it's be, say, 20131 - 2013n > and then next year have 20141 to 2014n and so on. > > Is something like this possible, or should I just tell them it's too > difficult? > It's too difficult. > > Stephen Cena > QVII > MIS/IT Dept > 850 Hudson Ave. > Rochester, NY. 14620 > 585-544-0450 x300 > sjc at qvii.com > "Thank you for helping us help you help us all." > --For email related issues, please contact postmaster at qvii.com > > > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu May 2 15:01:54 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 2 May 2013 23:01:54 +0400 Subject: [rt-users] Mac Mail 5.3 & RT threading In-Reply-To: <20130502165404.GA11617@panix.com> References: <20130502165404.GA11617@panix.com> Message-ID: On Thu, May 2, 2013 at 8:54 PM, Eleanor J. Evans [Panix Staff] < eje at panix.com> wrote: > We are using RT 4.0.2, and are having problems with messages in recent > Mac Mail (5.3) not threading properly. I modified our comment > template to put "Re:" at the beginning of the subject, before the > SubjectTag, and that helped, but has not entirely fixed the problem. > > Is anyone else dealing with this, or have helpful suggestions about > how to fix threading? > > If you can find information on how threading works in the app then we can help. Otherwise it's guessing. RT sets required headers to setup threading, but some MUAs use alternative algorithms and very sensitive to subject. -- > Eleanor J. Piglet Evans, eje at panix.com > Customer Support, (212) 741-4400 > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From darin at darins.net Thu May 2 15:14:17 2013 From: darin at darins.net (Darin Perusich) Date: Thu, 2 May 2013 15:14:17 -0400 Subject: [rt-users] bug tracker extensions In-Reply-To: References: Message-ID: On Thu, May 2, 2013 at 1:44 PM, Ruslan Zakirov wrote: > > > > On Thu, May 2, 2013 at 8:51 PM, Darin Perusich wrote: > >> Hello, >> >> Are the bug tracker extensions supported under RT4? >> > > If you're talking about RT-BugTracker [1] then yes. Recently Thomas ported > it and friends over RT4. However, it's specific product that is used by > http://rt.cpan.org site and may be less suitable for others. > > [1] http://search.cpan.org/~ruz/RT-BugTracker-0.05/lib/RT/BugTracker.pm > > > I'm looking at migrating a bugzilla installation to RT and thought they might be a handy addition to my RT setup. Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu May 2 15:29:25 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 2 May 2013 23:29:25 +0400 Subject: [rt-users] bug tracker extensions In-Reply-To: References: Message-ID: On Thu, May 2, 2013 at 11:14 PM, Darin Perusich wrote: > > On Thu, May 2, 2013 at 1:44 PM, Ruslan Zakirov wrote: > >> >> >> >> On Thu, May 2, 2013 at 8:51 PM, Darin Perusich wrote: >> >>> Hello, >>> >>> Are the bug tracker extensions supported under RT4? >>> >> >> If you're talking about RT-BugTracker [1] then yes. Recently Thomas >> ported it and friends over RT4. However, it's specific product that is used >> by http://rt.cpan.org site and may be less suitable for others. >> >> [1] http://search.cpan.org/~ruz/RT-BugTracker-0.05/lib/RT/BugTracker.pm >> >> >> > I'm looking at migrating a bugzilla installation to RT and thought they > might be a handy addition to my RT setup. > You don't need that extension unless you want to track bug reports for hundreds of different products. I don't think you need any extension. Take a look at http://issues.bestpractical.com . > > Thanks! > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rs at plusw.de Thu May 2 16:07:29 2013 From: rs at plusw.de (Rolf Schaufelberger) Date: Thu, 2 May 2013 22:07:29 +0200 Subject: [rt-users] Measure worked time on a ticket Message-ID: Hi, is there a way to measure time worked for a ticked ? Currently I have to fill the field manually, but when working on a ticket takes several days, probably interrupted many times, I need another time tracking tool and then copy the result. It would be nice to be able to open a ticket, click on "Start" , "Stop" and when the ticket is closed I get the final result . Does anybody know if something like this exists ? Regards Rolf Schaufelberger -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4328 bytes Desc: not available URL: From trs at bestpractical.com Thu May 2 17:32:33 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 02 May 2013 14:32:33 -0700 Subject: [rt-users] Login Loop In-Reply-To: References: Message-ID: <5182DB71.1080809@bestpractical.com> On 05/02/2013 03:22 AM, KennethMTowne at Eaton.com wrote: > Ruslan, > > I removed WebBaseURL and added WebDomain, restarted apache, but still > receive the same error: > > Set( $WebDomain, 'webserver.ken.com'); > Set( $WebPort, 443); > Set( $WebPath, '/rt4'); > > Thoughts? Your Apache config isn't setup for /rt4. Please read http://bestpractical.com/rt/docs/latest/web_deployment.html, particularly the last section. From rwhalen at advanceweb.com Fri May 3 08:30:23 2013 From: rwhalen at advanceweb.com (Ryan Whalen) Date: Fri, 3 May 2013 08:30:23 -0400 Subject: [rt-users] Custom numbering scheme? In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B831283F8C5@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B831283F8C5@valkyrie.ogp.qvii.com> Message-ID: mysql> ALTER TABLE Tickets AUTO_INCREMENT=2013000; INSERT INTO Tickets(Disabled) VALUES(1); DELETE FROM Tickets WHERE id = '2013000' Tickets will then start at 2013000 and increment 2013001, 2013002, etc. How many 0s you append to 2013 should reflect the expected ticket load for that year. If you get 2000 tickets in 2013 then it will be 2015000 by the end of the year. N.B.,Tickets.id is int(11), so you won't be able to do more than 20130000000, but a million tickets a year would be impressive. You'll have to execute the above commands again in 2014 and every year after to maintain this. Maybe a cron job will take care of it. On Thu, May 2, 2013 at 1:52 PM, Cena, Stephen (ext. 300) wrote: > ** > I'm going to be deploying another RT installation for our service > department here. One thing they would like is to have the ticket numbers > customized. What they'd like is for the current year to be prepended to > each ticket number, and then reset. So for 2013 it's be, say, 20131 - 2013n > and then next year have 20141 to 2014n and so on. > > Is something like this possible, or should I just tell them it's too > difficult? > > Stephen Cena > QVII > MIS/IT Dept > 850 Hudson Ave. > Rochester, NY. 14620 > 585-544-0450 x300 > sjc at qvii.com > "Thank you for helping us help you help us all." > --For email related issues, please contact postmaster at qvii.com > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kai at xs4all.nl Fri May 3 08:47:24 2013 From: kai at xs4all.nl (Kai Storbeck) Date: Fri, 03 May 2013 14:47:24 +0200 Subject: [rt-users] make upgrade-database error Message-ID: <28c487ee3a63cafc9e3b3f92f3e1128c@xs4all.nl> On Thu, Mar 8, 2012 at 07:39 Ruslan Zakirov wrote: > Hi, > Probably the following select returns more than one row per custom > field. You should delete incorrect records and re-run upgrade: > SELECT ObjectId, Content FROM Attributes WHERE > Name = 'Category' AND ObjectType = 'RT::CustomFieldValue'; Hi Ruz, I dug this thread up from the archives, as I ran into the same error while doing a test upgrade. IIUC, every CustomFieldValue needs to be updated to contain a category field from the old attributes table. Rewriting the upgrade script for 3.9.5 into this: UPDATE CustomFieldValues SET Category = att.Content from Attributes att WHERE att.ObjectId = CustomFieldValues.id AND att.ObjectType = 'RT::CustomFieldValue' AND att.Name = 'Category' This fixed the problems for me. Are you sure the original SQL is correct? Regards, Kai > On Thu, Mar 8, 2012 at 16:28, Joe Harris wrote: >> I am going from 3.8.8 to 4.0.4 and am running into an issue during >> the >> upgrade-database part. >> When it goes from 3.8.8 to 3.8.9 there is an error that shows: >> [Thu Mar 8 12:09:37 2012] [warning]: Use of uninitialized value in >> string eq at /usr/local/src/rt-4.0.4/sbin/../lib/RT/Template.pm line >> 627, <> line 1. >> (/usr/local/src/rt-4.0.4/sbin/../lib/RT/Template.pm:627) >> It looks like it gets past that and moves on through till it gets to >> 3.9.5 where it dumps me out: >> Processing 3.9.5 >> Now populating database schema. >> [Thu Mar 8 12:09:50 2012] [crit]: DBD::Pg::st execute failed: ERROR: >> more than one row returned by a subquery used as an expression >> (/usr/local/src/rt-4.0.4/sbin/../lib/RT.pm:341) >> DBD::Pg::st execute failed: ERROR: more than one row returned by a >> subquery used as an expression >> make: *** [upgrade-database] Error 255 >> This is our second upgrade as we have 2 RT systems. The other >> upgrade >> (3.8.7 to 4.0.4) went flawless. This upgrade is from an RT >> installation that has more custom fields and maybe a few more >> templates/scrips, but essentially it is very similar to the original >> one. >> Any ideas? >> Thanks in advance! >> Joe > > > -- > Best regards, Ruslan. From darin at darins.net Fri May 3 14:23:13 2013 From: darin at darins.net (Darin Perusich) Date: Fri, 3 May 2013 14:23:13 -0400 Subject: [rt-users] migrate bugzilla into an existing RT installation Message-ID: Hello All, I'm tackling migrating an old bugzilla system into our existing RT installation and am wondering if anyone has done this recently and has any info, code, etc, to share? I've been reviewing the MigrateBugzillaToRT wiki page and the bugzilla-rt-convert and I think it'll suffice, but it's certainly going to need to be adapted and I'm not sure how much yet. http://requesttracker.wikia.com/wiki/MigrateBugzillaToRT Thanks! -- Later, Darin From proosakos at yahoo.com Sat May 4 13:33:20 2013 From: proosakos at yahoo.com (Peter Roosakos) Date: Sat, 04 May 2013 10:33:20 -0700 Subject: [rt-users] rt-client ruby gem - getting started Message-ID: <51854660.5040609@yahoo.com> I'm playing around with the rt-client ruby gem, and running into some difficulty. After adding to my rails app and creating a .rtclientrc file in my project directory, I can successfully access the objects and methods in the console using RT_Client.new. rt = RT_Client.new rt.user => peter returns my user name, so it's successfully accessing the configuration options in my config file. rt.status => "RT/3.8.7 200 Ok\n\n# Invalid object specification: 'index.html'\n\nid: index.html\n\n" it appears that credentials aren't being passed? rt.cookie returns the contents of the cookie file, which is being created and can be found in the correct specified directory as per the .rtclientrc file. rt.server => https://myserverdomain.com/rt/ and going directly to https://myserverdomain.com/rt/REST.1.0/ticket/1/show?user=username&pass=password Using the same username and password successfully displays the first ticket, so my credentials are correct I'm on Ruby 1.9.3-p286 Any thoughts on what I might be missing? Using the latest gem, 0.4.1 From pete.beebe at jibeconsulting.com Sat May 4 22:22:26 2013 From: pete.beebe at jibeconsulting.com (Pete Beebe) Date: Sun, 5 May 2013 02:22:26 +0000 Subject: [rt-users] Post upgrade 3.8.5 to 4.0.12 Global->RT At A Glance error Message-ID: <56E2FD69D191694AA55549EA705DE2181A0A06A6@EXCH1.JIBECONSULTING.int> Hello, I just completed a migration from MySQL to Oracle as well as an upgrade from 3.8.5 to 4.0.12. So far everything is running well however I have run across one error that occurs when, as super user, I click on the Global-->RT At A Glance link. I receive an error in the WebUI followed by the resulting log file error message: [Sun May 5 02:14:09 2013] [error]: Can't call method "Content" on an undefined value at /rt4/share/html/Admin/Global/MyRT.html line 69, line 445. Stack: [/rt4/share/html/Admin/Global/MyRT.html:69] [/rt4/share/html/Admin/autohandler:49] [/rt4/sbin/../lib/RT/Interface/Web.pm:634] [/rt4/sbin/../lib/RT/Interface/Web.pm:335] [/rt4/share/html/autohandler:53] (/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) This is running on OEL 6.4 x64, Oracle 11gR2 DB, httpd v.2.2.15 and perl v.5.10.1. Any help on where I can begin troubleshooting this would be wonderful. Cheers, ~Pete Disclaimer: This electronic message may contain information that is Confidential or legally privileged. It is intended only for the use of the individual(s) and entity named in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material from your computer. Do not deliver, distribute or copy this message and do not disclose its contents or take any action in reliance on the information it contains. From guadagnino.cristiano at creval.it Mon May 6 06:03:11 2013 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Mon, 6 May 2013 10:03:11 +0000 Subject: [rt-users] Problem with mail bounce Message-ID: <51878007.8060707@creval.it> Hi all, we have a problem when we need to forward a ticket (or part of it) to someone who is not a requestor or CC of the ticket itself. RT currently has a limitation on the forward operation, in that it doesn't allow to add a comment to the forwarded message. This is not acceptable, because the receiving end will not know why he/she receives the message and what we're talking about. To overcome this limitation we usually proceed like this: 1) we copy the text to forward in a new Outlook message 2) we set the sender as the private email address of who is sending 3) we mangle the subject so that it contains the magic RT token with the number of the original ticket 4) we add a special RT adress as BCC; this address is configured so that it triggers a comment action instead of a correspond action This has always worked well, although it is a bit cumbersome. But sometimes the receiving end replies, starting a lengthy new thread that needs to be appended to the ticket history. We can do it by forwarding each message to the special RT address (see step 4 above), but this is not optimal. Instead we thought of modifying the procedure adding a fifth step: 5) set the Reply-To header with our normal RT address This way, when the subject receiving the forwarded email replies, it automatically is appended to the ticket and other participants are notified of the reply. However when we try to do this, RT replies back telling that it cannot record the email, with a permission denied error. The RT log reports that RT believes it got a message from itself and so it did not record it. Here is one example: [Mon May 6 09:42:32 2013] [crit]: RT Received mail ( ) from itself. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:1740) [Mon May 6 09:42:32 2013] [crit]: RT thinks this message may be a bounce (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) [Mon May 6 09:42:32 2013] [error]: Could not record email: Message Bounced (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) I can't figure out why RT thinks it is receiving a mail from itself. Is it a bug? Or is there something else that I can't think of? Thank you in advance. 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 jbrandt at bestpractical.com Mon May 6 08:08:04 2013 From: jbrandt at bestpractical.com (Jim Brandt) Date: Mon, 06 May 2013 08:08:04 -0400 Subject: [rt-users] rt-client ruby gem - getting started In-Reply-To: <51854660.5040609@yahoo.com> References: <51854660.5040609@yahoo.com> Message-ID: <51879D24.60708@bestpractical.com> What is it you are trying to do that isn't working? Looking at the methods available, it seems they mirror the RT CLI methods: http://rt-client.rubyforge.org/ So if you want to show a ticket like your example, it seems you would call rt.show and pass the ticket id. On 5/4/13 1:33 PM, Peter Roosakos wrote: > I'm playing around with the rt-client ruby gem, and running into some > difficulty. After adding to my rails app and creating a .rtclientrc > file in my project directory, I can successfully access the objects and > methods in the console using RT_Client.new. > > rt = RT_Client.new > > rt.user > => peter > > returns my user name, so it's successfully accessing the configuration > options in my config file. > > rt.status > => "RT/3.8.7 200 Ok\n\n# Invalid object specification: > 'index.html'\n\nid: index.html\n\n" > > it appears that credentials aren't being passed? > > rt.cookie > returns the contents of the cookie file, which is being created and can > be found in the correct specified directory as per the .rtclientrc file. > > rt.server > => https://myserverdomain.com/rt/ > > and going directly to > > https://myserverdomain.com/rt/REST.1.0/ticket/1/show?user=username&pass=password > > > Using the same username and password successfully displays the first > ticket, so my credentials are correct > > I'm on Ruby 1.9.3-p286 > > Any thoughts on what I might be missing? Using the latest gem, 0.4.1 > > -- From shane at markentsolutions.com Mon May 6 10:48:49 2013 From: shane at markentsolutions.com (Shane Vedvik) Date: Mon, 6 May 2013 14:48:49 +0000 Subject: [rt-users] Reverse Proxy IIS 7.5 to access RT server Message-ID: <51BDC13E3C3CA24B8767DECA7CAB674A0ABBB7@exch1.MK.local> Greetings, I was wondering if anyone has any insight in the steps needed to successfully use IIS 7.5 to reverse proxy connections to an RT server. I have read the information at: http://blogs.msdn.com/b/carlosag/archive/2010/04/02/setting-up-a-reverse-proxy-using-iis-url-rewrite-and-arr.aspx and http://www.iis.net/learn/extensions/url-rewrite-module/reverse-proxy-rule-template Only to get a 502 Web server received an invalid response while acting as a gateway or proxy server error. Thanks, Shane -------------- next part -------------- An HTML attachment was scrubbed... URL: From rwhalen at advanceweb.com Mon May 6 11:23:32 2013 From: rwhalen at advanceweb.com (Ryan Whalen) Date: Mon, 6 May 2013 11:23:32 -0400 Subject: [rt-users] Reverse Proxy IIS 7.5 to access RT server In-Reply-To: <51BDC13E3C3CA24B8767DECA7CAB674A0ABBB7@exch1.MK.local> References: <51BDC13E3C3CA24B8767DECA7CAB674A0ABBB7@exch1.MK.local> Message-ID: What is your ARR config? On Mon, May 6, 2013 at 10:48 AM, Shane Vedvik wrote: > Greetings,**** > > ** ** > > I was wondering if anyone has any insight in the steps needed to > successfully use IIS 7.5 to reverse proxy connections to an RT server. I > have read the information at:**** > > > http://blogs.msdn.com/b/carlosag/archive/2010/04/02/setting-up-a-reverse-proxy-using-iis-url-rewrite-and-arr.aspx > **** > > and**** > > > http://www.iis.net/learn/extensions/url-rewrite-module/reverse-proxy-rule-template > **** > > Only to get a 502 Web server received an invalid response while acting as > a gateway or proxy server error.**** > > ** ** > > Thanks,**** > > ** ** > > Shane**** > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kamber.dalal at verizon.com Mon May 6 11:58:29 2013 From: kamber.dalal at verizon.com (Dalal, Kamber Z) Date: Mon, 6 May 2013 11:58:29 -0400 Subject: [rt-users] RT 4.0.5 Pass/forward content type Message-ID: <7C3070F471BFF44C8967FEE9CCF0B185F7D385D1@FHDP1LUMXC7V42.us.one.verizon.com> Hi, In RT 4.0.5 in the ticket history the 'Download (untitled)/with headers' (text/html) button/link does not pass content type, thus the browser displays the html page in plain text, instead of an html page. How can we force the content-type information be passed on thru the button/link? Thank You, Kamber Dalal NSO Verizon Kamber.dalal@ verizon.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From eboaz at icontrol.com Mon May 6 12:19:05 2013 From: eboaz at icontrol.com (Eli Boaz) Date: Mon, 6 May 2013 16:19:05 +0000 Subject: [rt-users] rt-client ruby gem - getting started In-Reply-To: <51854660.5040609@yahoo.com> Message-ID: Peter, I had slightly more success with an older version of Ruby and the rt/client gem. Here's the info from RVM: ruby-1.8.7-p371 [ i686 ] I was also encountering problems with manipulating objects despite this. If you find a solution, there are others interested. In the interest of expediency and time constraints, I had to switch to Perl to get our initial integration between ticketing (RT) and bug tracking (Rally) back on schedule. Regards, Eli Boaz On 5/4/13 12:33 PM, "Peter Roosakos" wrote: >I'm playing around with the rt-client ruby gem, and running into some >difficulty. After adding to my rails app and creating a .rtclientrc >file in my project directory, I can successfully access the objects and >methods in the console using RT_Client.new. > >rt = RT_Client.new > >rt.user >=> peter > >returns my user name, so it's successfully accessing the configuration >options in my config file. > >rt.status >=> "RT/3.8.7 200 Ok\n\n# Invalid object specification: >'index.html'\n\nid: index.html\n\n" > >it appears that credentials aren't being passed? > >rt.cookie >returns the contents of the cookie file, which is being created and can >be found in the correct specified directory as per the .rtclientrc file. > >rt.server >=> https://myserverdomain.com/rt/ > >and going directly to > >https://myserverdomain.com/rt/REST.1.0/ticket/1/show?user=username&pass=pa >ssword > >Using the same username and password successfully displays the first >ticket, so my credentials are correct > >I'm on Ruby 1.9.3-p286 > >Any thoughts on what I might be missing? Using the latest gem, 0.4.1 > > > From trs at bestpractical.com Mon May 6 12:50:30 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 06 May 2013 09:50:30 -0700 Subject: [rt-users] RT 4.0.5 Pass/forward content type In-Reply-To: <7C3070F471BFF44C8967FEE9CCF0B185F7D385D1@FHDP1LUMXC7V42.us.one.verizon.com> References: <7C3070F471BFF44C8967FEE9CCF0B185F7D385D1@FHDP1LUMXC7V42.us.one.verizon.com> Message-ID: <5187DF56.8050304@bestpractical.com> On 05/06/2013 08:58 AM, Dalal, Kamber Z wrote: > Hi, > > In RT 4.0.5 in the ticket history the ?Download (untitled)/with headers? > (text/html) button/link does not pass content type, thus the browser > displays the html page in plain text, instead of an html page. > > How can we force the content-type information be passed on thru the > button/link? There is a configuration that controls this. It is off by default for security reasons. http://bestpractical.com/rt/docs/latest/RT_Config.html#TrustHTMLAttachments If what you really want is RT to show the (safe, sanitized) HTML in the ticket history directly, you want to instead set the $MaxInlineBody config option to 0 and $PreferRictText to 1. http://bestpractical.com/rt/docs/latest/RT_Config.html#MaxInlineBody http://bestpractical.com/rt/docs/latest/RT_Config.html#PreferRichText From darin at darins.net Mon May 6 17:06:21 2013 From: darin at darins.net (Darin Perusich) Date: Mon, 6 May 2013 17:06:21 -0400 Subject: [rt-users] adding "update ticket" to ticket display Message-ID: Hello All, I'd like to add an "update ticket" or "quick comment" element to the ticket display so users of the webUI don't need to click Actions -> Comment|Reply to add an update, ideally this would be placed on the left hand side of the sceen under People. I've taken the 'Update ticket' code from html/Ticket/ModifyAll.html and added it to local/html/Ticket/Display.html but the pages fail to load and there are messages in the rt.log that "Global symbol requires explicit package name". I'm assuming this is because I need to add some callbacks to the code but I'm not familiar with them. Can someone give me some pointers on how to get around this, and what's the proper way to submit the update? Thanks! -- Later, Darin From Johan.Sjoberg at deltamanagement.se Tue May 7 03:44:15 2013 From: Johan.Sjoberg at deltamanagement.se (=?iso-8859-1?Q?Johan_Sj=F6berg?=) Date: Tue, 7 May 2013 07:44:15 +0000 Subject: [rt-users] Problems with "Newest unowned" and queue permissions Message-ID: <8553b7fe043741498b4d10ae0c77f5c4@DBXPR05MB030.eurprd05.prod.outlook.com> Hi. We have a number of queues for different departments. I have created groups for the staff and set these groups as Admin CC on their respective queues. The problem I have is that the "NN newest unowned tickets" isn't working correctly. It seems to count tickets in queues that the user does not have rights on. So if I sort it by queue name, and ascending, I do not see any unowned tickets if there are more than NN unowned tickets in queues that I do not have permissions on, if they are earlier in the alphabet than my queues. This is quite annoying since I have to choose a non-optimal sorting order, and risk missing new, unowned tickets. We are using RT 3.8.16. Regards, Johan -------------- next part -------------- An HTML attachment was scrubbed... URL: From kjcsb at xnet.co.nz Tue May 7 05:25:56 2013 From: kjcsb at xnet.co.nz (kjcsb) Date: Tue, 7 May 2013 21:25:56 +1200 Subject: [rt-users] Change ticket status after elapsed time period Message-ID: <017701ce4b04$e0d57140$a28053c0$@xnet.co.nz> I would like to configure RT to automatically change the status of a ticket in certain cases. An example of this would be when a ticket is set to "waiting on customer" response. After a certain period without a response (ideally working days rather than calendar days) we would like to resolve the ticket. I've been unable to find the right term to search on to find the answer to this. Any help appreciated. From rwhalen at advanceweb.com Tue May 7 08:48:07 2013 From: rwhalen at advanceweb.com (Ryan Whalen) Date: Tue, 7 May 2013 08:48:07 -0400 Subject: [rt-users] Problems with "Newest unowned" and queue permissions In-Reply-To: <8553b7fe043741498b4d10ae0c77f5c4@DBXPR05MB030.eurprd05.prod.outlook.com> References: <8553b7fe043741498b4d10ae0c77f5c4@DBXPR05MB030.eurprd05.prod.outlook.com> Message-ID: I 'fixed' this by saving a search for unowned and new tickets AND in a specific queue, naming them '10 newest unowned tickets in *queuename*. Then saved the search to *group's* saved searches. Then you need to give the AdminCCs instructions on how to edit their RT at a glance page to remove the standard 10 newest unowned and add the saved search:10 newest unowned in *queuename. * * * On Tue, May 7, 2013 at 3:44 AM, Johan Sj?berg < Johan.Sjoberg at deltamanagement.se> wrote: > Hi.**** > > ** ** > > We have a number of queues for different departments. I have created > groups for the staff and set these groups as Admin CC on their respective > queues. The problem I have is that the ?NN newest unowned tickets? isn?t > working correctly. It seems to count tickets in queues that the user does > not have rights on. So if I sort it by queue name, and ascending, I do not > see any unowned tickets if there are more than NN unowned tickets in queues > that I do not have permissions on, if they are earlier in the alphabet than > my queues. This is quite annoying since I have to choose a non-optimal > sorting order, and risk missing new, unowned tickets.**** > > We are using RT 3.8.16.**** > > ** ** > > Regards,**** > > Johan**** > > ** ** > > ** ** > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue May 7 08:52:57 2013 From: ktm at rice.edu (ktm at rice.edu) Date: Tue, 7 May 2013 07:52:57 -0500 Subject: [rt-users] Problems with "Newest unowned" and queue permissions In-Reply-To: <8553b7fe043741498b4d10ae0c77f5c4@DBXPR05MB030.eurprd05.prod.outlook.com> References: <8553b7fe043741498b4d10ae0c77f5c4@DBXPR05MB030.eurprd05.prod.outlook.com> Message-ID: <20130507125257.GW27807@aart.rice.edu> On Tue, May 07, 2013 at 07:44:15AM +0000, Johan Sj?berg wrote: > Hi. > > We have a number of queues for different departments. I have created groups for the staff and set these groups as Admin CC on their respective queues. The problem I have is that the "NN newest unowned tickets" isn't working correctly. It seems to count tickets in queues that the user does not have rights on. So if I sort it by queue name, and ascending, I do not see any unowned tickets if there are more than NN unowned tickets in queues that I do not have permissions on, if they are earlier in the alphabet than my queues. This is quite annoying since I have to choose a non-optimal sorting order, and risk missing new, unowned tickets. > We are using RT 3.8.16. > > Regards, > Johan > > Hi Johan, Have you set $UseSQLForACLChecks? I think that should fix your problem. Regards, Ken From Johan.Sjoberg at deltamanagement.se Tue May 7 09:41:52 2013 From: Johan.Sjoberg at deltamanagement.se (=?iso-8859-1?Q?Johan_Sj=F6berg?=) Date: Tue, 7 May 2013 13:41:52 +0000 Subject: [rt-users] Problems with "Newest unowned" and queue permissions In-Reply-To: <20130507125257.GW27807@aart.rice.edu> References: <8553b7fe043741498b4d10ae0c77f5c4@DBXPR05MB030.eurprd05.prod.outlook.com> <20130507125257.GW27807@aart.rice.edu> Message-ID: > -----Original Message----- > From: ktm at rice.edu [mailto:ktm at rice.edu] > Sent: den 7 maj 2013 14:53 > To: Johan Sj?berg > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Problems with "Newest unowned" and queue > permissions > > On Tue, May 07, 2013 at 07:44:15AM +0000, Johan Sj?berg wrote: > > Hi. > > > > We have a number of queues for different departments. I have created > groups for the staff and set these groups as Admin CC on their respective > queues. The problem I have is that the "NN newest unowned tickets" isn't > working correctly. It seems to count tickets in queues that the user does not > have rights on. So if I sort it by queue name, and ascending, I do not see any > unowned tickets if there are more than NN unowned tickets in queues that I > do not have permissions on, if they are earlier in the alphabet than my > queues. This is quite annoying since I have to choose a non-optimal sorting > order, and risk missing new, unowned tickets. > > We are using RT 3.8.16. > > > > Regards, > > Johan > > > > > Hi Johan, > > Have you set $UseSQLForACLChecks? I think that should fix your problem. > > Regards, > Ken Hi Ken. Thanks a lot. That solved my problem. Regards, Johan From Raymond.Corbett at arcproductions.com Tue May 7 12:44:39 2013 From: Raymond.Corbett at arcproductions.com (Raymond Corbett) Date: Tue, 7 May 2013 16:44:39 +0000 Subject: [rt-users] Writing a custom condition for a script Message-ID: <5B09091AD62AE8478802740E5A5E10C348C992@ARCEXCHANGE.arc.local> I was reading over the Scripts section of RT Essentials. As stated $self -> TicketObj -> status eq 'deleted'; Is true whenever the status is changed to deleted. Can someone point me the correct direction with a code line that would say: if the value of CustomFiled "Retry" is 2 Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue May 7 12:50:26 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 07 May 2013 09:50:26 -0700 Subject: [rt-users] Problems with "Newest unowned" and queue permissions In-Reply-To: References: <8553b7fe043741498b4d10ae0c77f5c4@DBXPR05MB030.eurprd05.prod.outlook.com> Message-ID: <518930D2.8050505@bestpractical.com> On 05/07/2013 05:48 AM, Ryan Whalen wrote: > I 'fixed' this by saving a search for unowned and new tickets AND in a > specific queue, naming them '10 newest unowned tickets in /queuename/. > Then saved the search to /group's/ saved searches. > > Then you need to give the AdminCCs instructions on how to edit their RT > at a glance page to remove the standard 10 newest unowned and add the > saved search:10 newest unowned in /queuename. / FWIW, the above is unnecessarily complicated, as you can modify the one search to be relative for each user by adding this clause: QueueAdminCc.id = '__CurrentUser__' __CurrentUser__ is a placeholder for the logged in user's numeric id. From landonstewart at gmail.com Tue May 7 14:04:22 2013 From: landonstewart at gmail.com (Landon) Date: Tue, 7 May 2013 11:04:22 -0700 Subject: [rt-users] Is the RTIR mailing list working properly? Message-ID: Hello, I've sent two emails to the RTIR mailing list. Presumably one of them got through but the second one didn't. I got a message back saying the message has to be moderated because of it's size (I attached a screenshot) but that's the last I've heard. I've never had a reply from an email posted to the RTIR mailing list. -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue May 7 14:11:16 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 7 May 2013 22:11:16 +0400 Subject: [rt-users] Writing a custom condition for a script In-Reply-To: <5B09091AD62AE8478802740E5A5E10C348C992@ARCEXCHANGE.arc.local> References: <5B09091AD62AE8478802740E5A5E10C348C992@ARCEXCHANGE.arc.local> Message-ID: On Tue, May 7, 2013 at 8:44 PM, Raymond Corbett < Raymond.Corbett at arcproductions.com> wrote: > I was reading over the Scripts section of RT Essentials. ** ** > > ** ** > > As stated $self -> TicketObj -> status eq ?deleted?; > It should be Status not status. > Is true whenever the status is changed to deleted. > Not correct statement. Correct description is "Is true whenever something is changed and status is deleted". To check what was changed you have to use TransactionObj. > ** > > Can someone point me the correct direction with a code line that would say: > **** > > ** ** > > if the value of CustomFiled ?Retry? is 2 > http://requesttracker.wikia.com/wiki/CustomConditionSnippets#Checks_with_Custom_Fields > > > ** > > ** ** > > Thanks**** > > ** ** > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue May 7 14:24:17 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 7 May 2013 22:24:17 +0400 Subject: [rt-users] Change ticket status after elapsed time period In-Reply-To: <017701ce4b04$e0d57140$a28053c0$@xnet.co.nz> References: <017701ce4b04$e0d57140$a28053c0$@xnet.co.nz> Message-ID: On Tue, May 7, 2013 at 1:25 PM, kjcsb wrote: > I would like to configure RT to automatically change the status of a ticket > in certain cases. An example of this would be when a ticket is set to > "waiting on customer" response. After a certain period without a response > (ideally working days rather than calendar days) we would like to resolve > the ticket. I've been unable to find the right term to search on to find > the > answer to this. Any help appreciated. > > > For such things you use rt-crontool. Start with search that uses TicketSQL, for example "LastUpdated < '10 days ago' AND Status = 'waiting on customer'". Figure out how to use SetStatus action. When above is ready then you can do two things: 1) use bash or any other programming language to calculate time span and execute rt-crontool. What I mean is that if your script is executed on Monday and you want 5 days time span then your code generates '7 days ago' to compensate weekend. 2) write RT's custom condition that does additional date checks using pretty much the same logic as above solution. -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From pavel.sidlo at linuxbox.cz Wed May 8 12:56:25 2013 From: pavel.sidlo at linuxbox.cz (pavel.sidlo at linuxbox.cz) Date: Wed, 8 May 2013 18:56:25 +0200 Subject: [rt-users] Hardcoded Bookmarked Ticked Rows to 999 by Ruz Message-ID: One user complained about broken "Rows per page" in "Bookmarken Tickets". After some searching I found this commit in html/Elements/ShowSearch: https://github.com/bestpractical/rt/commit/00257eac62dd4955934d7350e5a3395e57e0069c#html/Elements/ShowSearch It contains hardcoded limit for Bookmarked tickets: if ( $_->{'Query'} =~ /__Bookmarked__/ ) { $_->{'Rows'} = 999; } elsif ( $_->{'Query'} =~ /__Bookmarks__/ ) { $_->{'Rows'} = 999; Is it necessary for some functionality? Is it safe to remove this condition in local copy of ShowSearch file? Thanks in advance. Best regards, Pavel Pavel ?idlo ------------------------------------- LinuxBox.cz, s.r.o. 28. ??jna 168, 709 00 Ostrava tel.: +420 591 166 234 mob.: +420 737 238 334 web: www.linuxbox.cz mobil servis: +420 737 238 656 email servis: servis at linuxbox.cz ------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Wed May 8 16:00:28 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Wed, 8 May 2013 16:00:28 -0400 Subject: [rt-users] Can't remove Quick Create & Can you reverse the order of history? Message-ID: <4DD6AB329450D847913EA76D7F3C6B83128BF489@valkyrie.ogp.qvii.com> I've got two questions: 1. I just did an upgrade from 4.0.11 to 4.0.12 & all seemed well. Due to people not using the full ticket Create, I decided to globally remove "Quick Create" from "RT At A Glance". However, when I do that I get the following error: admsjc at helpdesk:/var/log/apache2$ tail error.log [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) [Wed May 8 19:53:28 2013] [error]: Can't call method "Content" on an undefined value at /opt/rt4/share/html/Admin/Global/MyRT.html line 69. Stack: [/opt/rt4/share/html/Admin/Global/MyRT.html:69] [/opt/rt4/share/html/Admin/autohandler:49] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:634] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) 2. I'm just about ready to deploy our second RT server, and the service department is asking me if it is possible to modify the ticket display so that the most recent posts/comments are at the top. Is there a way to change that? Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed May 8 17:54:43 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 9 May 2013 01:54:43 +0400 Subject: [rt-users] Can't remove Quick Create & Can you reverse the order of history? In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B83128BF489@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B83128BF489@valkyrie.ogp.qvii.com> Message-ID: On Thu, May 9, 2013 at 12:00 AM, Cena, Stephen (ext. 300) wrote: > 2. I'm just about ready to deploy our second RT server, and the service > department is asking me if it is possible to modify the ticket display so > that the most recent posts/comments are at the top. Is there a way to > change that? This is a config option (grep for OldestTransactionFirst) and overridable by users via preferences pages. -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed May 8 19:37:03 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 08 May 2013 16:37:03 -0700 Subject: [rt-users] Post upgrade 3.8.5 to 4.0.12 Global->RT At A Glance error In-Reply-To: <56E2FD69D191694AA55549EA705DE2181A0A06A6@EXCH1.JIBECONSULTING.int> References: <56E2FD69D191694AA55549EA705DE2181A0A06A6@EXCH1.JIBECONSULTING.int> Message-ID: <518AE19F.9010102@bestpractical.com> On 05/04/2013 07:22 PM, Pete Beebe wrote: > I just completed a migration from MySQL to Oracle as well as an > upgrade from 3.8.5 to 4.0.12. So far everything is running well > however I have run across one error that occurs when, as super user, > I click on the Global-->RT At A Glance link. I receive an error in > the WebUI followed by the resulting log file error message: > > [Sun May 5 02:14:09 2013] [error]: Can't call method "Content" on an > undefined value at /rt4/share/html/Admin/Global/MyRT.html line 69, > line 445. > > Stack: [/rt4/share/html/Admin/Global/MyRT.html:69] > [/rt4/share/html/Admin/autohandler:49] > [/rt4/sbin/../lib/RT/Interface/Web.pm:634] > [/rt4/sbin/../lib/RT/Interface/Web.pm:335] > [/rt4/share/html/autohandler:53] > (/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) I can't reproduce this problem and looking at the code don't see how it would happen. Do you have any local customizations? Can you send us the output of running this SQL query? select id, Name, Description, ObjectType, ObjectId from Attributes where ObjectType='RT::System'; Could you also navigate to Configuration -> Tools -> System Config in RT, save that page as HTML, and send the file? Make sure any sensitive data is redacted first. From trs at bestpractical.com Wed May 8 19:39:04 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 08 May 2013 16:39:04 -0700 Subject: [rt-users] Can't remove Quick Create & Can you reverse the order of history? In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B83128BF489@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B83128BF489@valkyrie.ogp.qvii.com> Message-ID: <518AE218.3070800@bestpractical.com> On 05/08/2013 01:00 PM, Cena, Stephen (ext. 300) wrote: > I've got two questions: > > 1. I just did an upgrade from 4.0.11 to 4.0.12 & all seemed well. Due to > people not using the full ticket Create, I decided to globally remove > "Quick Create" from "RT At A Glance". However, when I do that I get the > following error: > > admsjc at helpdesk:/var/log/apache2$ > tail error.log > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] > [/opt/rt4/share/html/autohandler:53] > (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) > [Wed May 8 19:53:28 2013] [error]: Can't call method "Content" on an > undefined value at /opt/rt4/share/html/Admin/Global/MyRT.html line 69. > > Stack: > [/opt/rt4/share/html/Admin/Global/MyRT.html:69] > [/opt/rt4/share/html/Admin/autohandler:49] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:634] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] > [/opt/rt4/share/html/autohandler:53] > (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) I can't reproduce this problem and looking at the code don't see how it would happen. Do you have any local customizations? Can you send us the output of running this SQL query? select id, Name, Description, ObjectType, ObjectId from Attributes where ObjectType='RT::System'; Could you also navigate to Configuration -> Tools -> System Config in RT, save that page as HTML, and send the file? Make sure any sensitive data is redacted first. From Chris.Foster at bartercard.co.nz Wed May 8 19:51:11 2013 From: Chris.Foster at bartercard.co.nz (Chris Foster) Date: Thu, 9 May 2013 11:51:11 +1200 Subject: [rt-users] RT::Authen::ExternalAuth extension loading issue Message-ID: Hi, I am new to RT and I am trying to get RT::Authen::ExternalAuth extension working, I have it all installed and configuration to query our Active Directory server all set, but when going into RT I set HTTP 500 Internal Server Error. I have therefore checked the error log and it has the following message: Error while loading /opt/rt4/sbin/rt-server: Attempt to reload RT/Authen/ExternalAuth.pm aborted. \nCompilation failed in require at /opt/rt4/sbin.../lib/RT.pm line 730. I have done a lot of googling & searching the archives of this list but has not turned up anything. This is for a brand new instance of RT, if the plugin is commented out in RT_SiteConfig.pm, RT works fine, so it is affecting just this extension. Using the latest downloadable versions as of this week. If someone could point in the right direction that would be great. Regards, Chris. Have you visited Bartercard Maps yet? www.bartercardmaps.co.nz Find us on Facebook www.facebook.com/BartercardNewZealand ************************************************************************************************* >From time to time Bartercard may promote goods and services on behalf of members, however Bartercard acts as a third party record keeper and transactions are conducted between members. Bartercard is not a party to these transactions. Any advice or representations made should not be relied upon, and independent advice should be sought. Please refer to the full rules of the Trading Program which are available on request. This e-mail, including attachments, may be confidential and/or privileged. Only the intended recipient may access or use it. Any dissemination, distribution or copying of this e-mail is strictly prohibited. If you are not the intended recipient please notify us immediately by return e-mail and then erase the e-mail. Any confidentiality or privilege is not waived or lost if you have received this e-mail in error. ************************************************************************************************* -------------- next part -------------- An HTML attachment was scrubbed... URL: From wagner at sincronismotelecom.com Wed May 8 20:53:58 2013 From: wagner at sincronismotelecom.com (Wagner) Date: Wed, 08 May 2013 21:53:58 -0300 Subject: [rt-users] Problems with msmtp Message-ID: <518AF3A6.9030806@sincronismotelecom.com> Hello List, I'm new here, I'm trying to install the RT 3.8 but am having problems with sending emails. Configuration RT_SiteConfig.pm: Set($SendmailPath , "/etc/request-tracker3.8/msmtp_wrapper.sh"); Set($RTAddressRegexp , '^help(-comment)?\@(help|admin)\.(example\.org|ourother\.domain\.com)$'); Set($rtname, 'rt.RT'); Set($Organization, 'RT'); Set($CorrespondAddress , 'rt at RT'); Set($CommentAddress , 'rt-comment at RT'); Set($WebPath , "/rt"); Set($WebBaseURL , "http://RT"); Set($DatabaseType, $typemap{mysql} || "UNKNOWN"); Set($DatabaseHost, 'localhost'); Set($DatabasePort, ''); Set($DatabaseUser , 'rtuser'); Set($DatabasePassword , '*********'); Configuration msmtp.conf: defaults logfile /var/log/msmtp.log account default host smtp.gmail.com port 587 protocol smtp tls on tls_certcheck off auth on user suporte at sincronimotelecom.com password ******** auto_from on Error: syslog: May 8 21:01:04 RT RTmailer: CALL /usr/bin/msmtp -nt -oi -t RETURNED 78 May 8 21:01:04 RT RT: sent To: wagner at sincronismotelecom.com (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:315) May 8 21:01:04 RT RT: #47/306 - Scrip 4 On Create Notify AdminCcs (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:284) May 8 21:01:04 RT RT: No recipients found. Not sending. (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:382) May 8 21:01:04 RT RT: Ticket 47 created in queue 'General' by Wagner (/usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm:671) May 8 21:02:26 RT RT: #48/312 - Scrip 3 On Create Autoreply To Requestors (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:284) msmtp.log: exitcode=EX_UNAVAILABLE Changing the condigura??o msmtp.conf for: defaults logfile /var/log/msmtp.log account default host smtp.gmail.com port 465 protocol smtp auth on tls on tls_starttls on tls_trust_file /etc/ssl/certs/ca-certificates.crt #tls_trust_file /etc/ssl/certs/Equifax_Secure_CA.pem user suporte at sincronimotelecom.com password ******** auto_from on Error: syslog: time_out Or Changing condigura??o the msmtp.conf for: defaults logfile /var/log/msmtp.log account default host smtp.gmail.com port 587 protocol smtp auth on tls on tls_starttls on tls_trust_file /etc/ssl/certs/ca-certificates.crt #tls_trust_file /etc/ssl/certs/Equifax_Secure_CA.pem user suporte at sincronimotelecom.com password ******** auto_from on Error: syslog: May 8 21:17:28 RT RT: #50/326 - Scrip 3 On Create Autoreply To Requestors (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:284) May 8 21:17:28 RT RT: sent To: wagner at sincronismotelecom.com (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:315) May 8 21:17:28 RT RT: #50/326 - Scrip 4 On Create Notify AdminCcs (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:284) May 8 21:17:28 RT RT: No recipients found. Not sending. (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:382) May 8 21:17:28 RT RT: Ticket 50 created in queue 'General' by Wagner (/usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm:671) msmtp.log: May 08 21:07:28 host=smtp.gmail.com tls=off auth=on user=suporte at sincronimotelecom.com from=www-data recipients=wagner at sincronismotelecom.com errormsg='the server sent an empty reply' exitcode=EX_PROTOCOL Please help me. -- Wagner Mazuchi de Lima Junior 11 3323-5550 wagner at sincronismotelecom.com www.sincronismo.com.br Rua T?cito de Almeida, n? 196 01251-010 - Pacaembu - S?o Paulo - SP -------------- next part -------------- An HTML attachment was scrubbed... URL: From kirby at umbc.edu Wed May 8 21:13:29 2013 From: kirby at umbc.edu (Joe Kirby) Date: Wed, 8 May 2013 21:13:29 -0400 Subject: [rt-users] Want to pass a CF value to a child ticket in a different queue Message-ID: <40322DDE-EEC8-46AC-BEB9-C9C62F07DADE@umbc.edu> Below is a template that works great for creating a child ticket automatically ===Create-Ticket: Financial Aid and Scholarships - Referral Subject: Referral to Counselor from Walk-In::{$Tickets{'TOP'}->Subject} Referred-To-By: {$Tickets{'TOP'}->Id} Queue: Financial Aid and Scholarships - Referral InitialPriority: 99 FinalPriority: 99 Requestor: {$Tickets{'TOP'}->RequestorAddresses} Content: This request is a referral from a walk-in customer for Financial Aid and Scholarships. The initial ticket has been closed but linked to this ticket for any pertinent information ENDOFCONTENT I have searched the wiki looking for an example of how I can pass a custom field value from a parent to the child. I was hoping if I assigned the custom fields to both queues, the parent and the child queues, then I could pass the value from the parent to the child via this template. Can anyone suggest a solution. Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu From beodep at yahoo.com Wed May 8 22:56:39 2013 From: beodep at yahoo.com (nonnick) Date: Wed, 8 May 2013 19:56:39 -0700 (PDT) Subject: [rt-users] Auto set timeworked based on started time and lastupdated time Message-ID: <1368068199519-53757.post@n7.nabble.com> Hi all, I want to set time worked automatic based on: (time worked = updated time - started time). It's can show by hours/day/week... Like Duration field of JSGantt Charts. Is there any way to do this. Thanks Nonnick -- View this message in context: http://requesttracker.8502.n7.nabble.com/Auto-set-timeworked-based-on-started-time-and-lastupdated-time-tp53757.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From beodep at yahoo.com Wed May 8 22:59:54 2013 From: beodep at yahoo.com (nonnick) Date: Wed, 8 May 2013 19:59:54 -0700 (PDT) Subject: [rt-users] Trace ticket flow when move to another queue Message-ID: <1368068394393-53758.post@n7.nabble.com> Hi all, I want to trace ticket when it's moved to another Queue. This is my scenario: Our RT system have a few queue ( CS, IT, ACC, HR ...) Some tickets create in my CS queue and i must change to another queue to resolved ticket. For example: TICKETA is created in Queue CS, CS must change that issue to ACC Queue, Accountant will see and solve that issue or move it to another Queues (IT, HR...) if they could not solve problem, when that issue has been solved they will comment done and move back CS queue. CS will takes a look and change status of TICKETA to resolved. All that I need is admin of CS Queue can monitor that where's TICKETA when it travelling around Queues, what's its status and how much time it takes in every Queue. He's just admin of CS Queue and have no privileges in another. There are so many these case in our RT system, I want admin of CS Queue can trace all tickets are originated form his queue and I also want to have a search that can overview all these tickets. How long do they hang in a queue, how much time it take, and where are they. I'm newbie here. Thanks so much for your help! Sorry for my bad in English, Best Regards, Nonnick. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Trace-ticket-flow-when-move-to-another-queue-tp53758.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Thomas.Lau at principleone.com Wed May 8 22:59:43 2013 From: Thomas.Lau at principleone.com (Thomas Lau) Date: Thu, 9 May 2013 02:59:43 +0000 Subject: [rt-users] CommandByMailGroup setting Message-ID: <8BFBF14CE1F57C46A863FE2E8F367A8913553B68@p1hkdcwx03.hk.principleone.com> Hi all, CommandByMailGroup does not work in my server. May I know if this setting is correct? Set(@Plugins, qw( RT::Extension::CommandByMail RT::Extension::SLA RT::Extension::RepeatTicket )); Set($CommandByMailGroup, 310346); Set($CommandByMailGroup, 310347); Set($CommandByMailGroup, 310348); Set($CommandByMailGroup, 246519); -------------- next part -------------- An HTML attachment was scrubbed... URL: From JThuau at spacex.com Wed May 8 23:54:03 2013 From: JThuau at spacex.com (Jok Thuau) Date: Thu, 9 May 2013 03:54:03 +0000 Subject: [rt-users] CommandByMailGroup setting In-Reply-To: <8BFBF14CE1F57C46A863FE2E8F367A8913553B68@p1hkdcwx03.hk.principleone.com> References: <8BFBF14CE1F57C46A863FE2E8F367A8913553B68@p1hkdcwx03.hk.principleone.com> Message-ID: <3E0CAF17-0451-415A-A619-0E83FE6D6AFD@spacex.com> You can only have one I believe. Jok On May 8, 2013, at 8:15 PM, "Thomas Lau" > wrote: Hi all, CommandByMailGroup does not work in my server. May I know if this setting is correct? Set(@Plugins, qw( RT::Extension::CommandByMail RT::Extension::SLA RT::Extension::RepeatTicket )); Set($CommandByMailGroup, 310346); Set($CommandByMailGroup, 310347); Set($CommandByMailGroup, 310348); Set($CommandByMailGroup, 246519); -- RT Training in Seattle, June 19-20: http://bestpractical.com/training From Thomas.Lau at principleone.com Thu May 9 00:04:24 2013 From: Thomas.Lau at principleone.com (Thomas Lau) Date: Thu, 9 May 2013 04:04:24 +0000 Subject: [rt-users] CommandByMailGroup setting In-Reply-To: <3E0CAF17-0451-415A-A619-0E83FE6D6AFD@spacex.com> References: <8BFBF14CE1F57C46A863FE2E8F367A8913553B68@p1hkdcwx03.hk.principleone.com> <3E0CAF17-0451-415A-A619-0E83FE6D6AFD@spacex.com> Message-ID: <8BFBF14CE1F57C46A863FE2E8F367A8913553C64@p1hkdcwx03.hk.principleone.com> What if I need multiple groups? -----Original Message----- From: Jok Thuau [mailto:JThuau at spacex.com] Sent: Thursday, May 09, 2013 11:54 AM To: Thomas Lau Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] CommandByMailGroup setting You can only have one I believe. Jok On May 8, 2013, at 8:15 PM, "Thomas Lau" > wrote: Hi all, CommandByMailGroup does not work in my server. May I know if this setting is correct? Set(@Plugins, qw( RT::Extension::CommandByMail RT::Extension::SLA RT::Extension::RepeatTicket )); Set($CommandByMailGroup, 310346); Set($CommandByMailGroup, 310347); Set($CommandByMailGroup, 310348); Set($CommandByMailGroup, 246519); -- RT Training in Seattle, June 19-20: http://bestpractical.com/training From javoskam at uwaterloo.ca Thu May 9 10:37:40 2013 From: javoskam at uwaterloo.ca (Jeff Voskamp) Date: Thu, 09 May 2013 10:37:40 -0400 Subject: [rt-users] CommandByMailGroup setting In-Reply-To: <8BFBF14CE1F57C46A863FE2E8F367A8913553C64@p1hkdcwx03.hk.principleone.com> References: <8BFBF14CE1F57C46A863FE2E8F367A8913553B68@p1hkdcwx03.hk.principleone.com> <3E0CAF17-0451-415A-A619-0E83FE6D6AFD@spacex.com> <8BFBF14CE1F57C46A863FE2E8F367A8913553C64@p1hkdcwx03.hk.principleone.com> Message-ID: <518BB4B4.4090804@uwaterloo.ca> On 05/09/2013 12:04 AM, Thomas Lau wrote: > What if I need multiple groups? Define a new group consisting of all the constituent groups. Jeff From russell at jonesmail.me Thu May 9 11:18:10 2013 From: russell at jonesmail.me (Russell Jones) Date: Thu, 09 May 2013 10:18:10 -0500 Subject: [rt-users] Default queue and the correspondence address. Message-ID: <518BBE32.5050703@jonesmail.me> Hi all, I have noticed that when sending a new email to my CorrespondenceAddress, a new ticket is created in my "General" queue. I now noticed that the DefaultQueue setting is not the reasoning for this behavior according to the manual, and I am unable to find why this is happening. My general queue does not have a queue specific email, but is queue ID "1". Is RT just choosing the lowest queue ID that uses the CorrespondenceAddress to try to create the ticket in? From meugeniamg at gmail.com Thu May 9 12:14:59 2013 From: meugeniamg at gmail.com (=?ISO-8859-1?Q?M=AA_Eugenia_Moreno?=) Date: Thu, 9 May 2013 17:14:59 +0100 Subject: [rt-users] Problem with multple new tickets on same subject Message-ID: I am not sure if there is any solution to this. I have been digging everywhere for information but I couldn't find any solution. I am currently using RT 4 as the ticketing system in my company. Below is the scenario: Colleague A emails to the RT?s email and include Colleague B in the loop as Cc. RT create new ticket (#1 New Test Ticket) and send auto reply email to Colleague A with Ticket ID. Colleague B ?reply all? on the original email sent by Colleague A thus creating another ticket on RT (#2 RE: New Test Ticket). Is there a way to recognize the subject text instead of the ticket ID to avoid the creation of a new ticket? The ideal situation would be to add B email to the same ticket of A email instead of creating a new ticket. At the moment I am doing manually, I go to RT interface and link ticket #2 to ticket #1. I would be very grateful if someone could help. Thanks a lot, Maria -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Thu May 9 13:23:11 2013 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 9 May 2013 12:23:11 -0500 Subject: [rt-users] Problem with multple new tickets on same subject In-Reply-To: References: Message-ID: <20130509172311.GM27807@aart.rice.edu> On Thu, May 09, 2013 at 05:14:59PM +0100, M? Eugenia Moreno wrote: > I am not sure if there is any solution to this. I have been digging > everywhere for information but I couldn't find any solution. > > I am currently using RT 4 as the ticketing system in my company. Below is > the scenario: > > Colleague A emails to the RT?s email and include Colleague B in the loop as > Cc. > > RT create new ticket (#1 New Test Ticket) and send auto reply email > to Colleague A with Ticket ID. > > Colleague B ?reply all? on the original email sent by Colleague A thus > creating another ticket on RT (#2 RE: New Test Ticket). > > Is there a way to recognize the subject text instead of the ticket ID to > avoid the creation of a new ticket? The ideal situation would be to add B > email to the same ticket of A email instead of creating a new ticket. At > the moment I am doing manually, I go to RT interface and link ticket #2 to > ticket #1. > > I would be very grateful if someone could help. > > Thanks a lot, > > Maria Hi Maria, You may want to take a look at this set of patches: http://code.google.com/p/rt-references/ We use something very similar in-house. Regards, Ken From JThuau at spacex.com Thu May 9 13:52:36 2013 From: JThuau at spacex.com (Jok Thuau) Date: Thu, 9 May 2013 17:52:36 +0000 Subject: [rt-users] Problem with multple new tickets on same subject In-Reply-To: <20130509172311.GM27807@aart.rice.edu> Message-ID: Has anyone from best practical considered integrating these patches in the source? (seems quite harmless from where I stand) Would one just fork the github repo and submit a pull request from there? Thanks, Jok -- | Joachim Thuau | IT Systems Engineer - Linux / SpaceX | On 5/9/13 10:23 AM, "ktm at rice.edu" wrote: >On Thu, May 09, 2013 at 05:14:59PM +0100, M? Eugenia Moreno wrote: >> I am not sure if there is any solution to this. I have been digging >> everywhere for information but I couldn't find any solution. >> >> I am currently using RT 4 as the ticketing system in my company. Below >>is >> the scenario: >> >> Colleague A emails to the RT?s email and include Colleague B in the >>loop as >> Cc. >> >> RT create new ticket (#1 New Test Ticket) and send auto reply email >> to Colleague A with Ticket ID. >> >> Colleague B ?reply all? on the original email sent by Colleague A thus >> creating another ticket on RT (#2 RE: New Test Ticket). >> >> Is there a way to recognize the subject text instead of the ticket ID to >> avoid the creation of a new ticket? The ideal situation would be to add >>B >> email to the same ticket of A email instead of creating a new ticket. At >> the moment I am doing manually, I go to RT interface and link ticket #2 >>to >> ticket #1. >> >> I would be very grateful if someone could help. >> >> Thanks a lot, >> >> Maria > >Hi Maria, > >You may want to take a look at this set of patches: > >http://code.google.com/p/rt-references/ > >We use something very similar in-house. > >Regards, >Ken > > >-- >RT Training in Seattle, June 19-20: http://bestpractical.com/training From decostw at hiaa.ca Thu May 9 15:11:39 2013 From: decostw at hiaa.ca (DeCoste, Wayne) Date: Thu, 9 May 2013 19:11:39 +0000 Subject: [rt-users] RT not emailing tickets after old exchange server decomissioning. Message-ID: Hello. We have recently migrated over to a new exchange environment. After we decommissioned the old server we began to have issues with mail outs from RT. Our linux\unix\rt admin is no longer accessible, so I am attempting to get mail working on this server. Please excuse my lack of knowledge and general unfamiliarity with the system. I'm new to working with RT. Steps so far : - Reviewed support - Run yast2 and changed the MTA outgoing mail server to our new server fqdn. Heres what the setting look like : MTA -> Permanent -> Outgoing Mail Server:new fqdn ->Use TLS:masquerade -> Accept Remote SMTP Connections (downloading: empty, \ forward root mail: empty). - Then rebooted the RT server. No joy. - Checked the "aliases" file in the /.etc folder. There are no references to my old mail server to change to the new mail server and the aliases are correct. - I ran the "newaliases" command to be safe. - I am able to ping my mail server from RT - I am able to establish an smtp connection over port 25. I would welcome any suggestions on how to get ticket mailout working again. - Wayne -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Thu May 9 15:26:34 2013 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 09 May 2013 15:26:34 -0400 Subject: [rt-users] RT::Authen::ExternalAuth extension loading issue In-Reply-To: References: Message-ID: <1368127594.19761.19.camel@umgah.localdomain> On Thu, 2013-05-09 at 11:51 +1200, Chris Foster wrote: > Error while loading /opt/rt4/sbin/rt-server: Attempt to reload > RT/Authen/ExternalAuth.pm aborted. \nCompilation failed in require > at /opt/rt4/sbin?/lib/RT.pm line 730. Please show the complete error. There should be an error message above that. I suspect that you don't have all of the dependencies for RT::Authen::ExternalAuth installed. - Alex From alexmv at bestpractical.com Thu May 9 15:29:16 2013 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 09 May 2013 15:29:16 -0400 Subject: [rt-users] Default queue and the correspondence address. In-Reply-To: <518BBE32.5050703@jonesmail.me> References: <518BBE32.5050703@jonesmail.me> Message-ID: <1368127756.19761.20.camel@umgah.localdomain> On Thu, 2013-05-09 at 10:18 -0500, Russell Jones wrote: > I have noticed that when sending a new email to my > CorrespondenceAddress, a new ticket is created in my "General" queue. I > now noticed that the DefaultQueue setting is not the reasoning for this > behavior according to the manual, and I am unable to find why this is > happening. Look at your incoming mail aliases. The --queue option to rt-mailgate controls where tickets are created. - Alex From talena at bestpractical.com Thu May 9 15:35:32 2013 From: talena at bestpractical.com (Talena Gandy) Date: Thu, 9 May 2013 15:35:32 -0400 Subject: [rt-users] Best Practical Presents RT Comprehensive Training in Seattle, WA June 19-20, 2013 Message-ID: <78B884AC-6524-43B6-A691-1B8E76A0CFBC@bestpractical.com> Our Q2 training will be held in Seattle, Washington on June 19th & 20th. Space is limited, so please RSVP as soon as possible to guarantee a seat. This training will introduce you to the new features in RT4 as part of a comprehensive overview of RT. Whether you're an old hand at RT or a recent convert, you'll have a good understanding of all of RT's features and functionality by the end of the session. The first day starts off with a tour of RT's web interface and continues with a detailed exploration and explanation of RT's functionality, aimed at non-programmer RT administrators. We'll walk through setting up a common helpdesk configuration, from rights management, constructing workflows and notifications, and the basics of Lifecycles. The second day of training picks up with server-side RT administration and dives into what you need to safely customize and extend RT. We'll cover upgrading and deploying RT, database tuning, advanced Lifecycle configurations, writing tools with RT's API, building an extension, and demonstrate how to extensibly alter the web UI and internal functions. It goes without saying that you'll get the most out of training if you attend both days of the course, but we've designed the material so that you can step out after the first day with a dramatically improved understanding of how to use RT or show up on the second day and get quickly up to speed on how to make RT do your bidding. Pricing and Payment The cost of the class includes training materials, a continental breakfast and an afternoon snack. Please note that lunch will not be provided. Single Day - $995 Both Days - $1495 (25% savings) To Register If you'd like to pay with Visa, MasterCard or Discover, please visit Best Practical's online store at https://shop.bestpractical.com/#Training. Unfortunately we are unable to accept American Express or PayPal. If you'd prefer to pay with a purchase order, please email us at training at bestpractical.com. Be sure to include: * If you want to attend both days or a single day * Full names and email addresses of attendees Please also contact us at training at bestpractical.com for discounted pricing if you are from an academic institution or if you'd like to send more than 3 people. -------------- next part -------------- An HTML attachment was scrubbed... URL: From russell at jonesmail.me Thu May 9 15:35:54 2013 From: russell at jonesmail.me (Russell Jones) Date: Thu, 09 May 2013 14:35:54 -0500 Subject: [rt-users] Default queue and the correspondence address. In-Reply-To: <1368127756.19761.20.camel@umgah.localdomain> References: <518BBE32.5050703@jonesmail.me> <1368127756.19761.20.camel@umgah.localdomain> Message-ID: <518BFA9A.4090803@jonesmail.me> Thanks Alex, I did, I do not have a --queue defined for the correspondence alias, only "--action correspond", which is what raised this question of "Why is this working?" :-) On 5/9/2013 2:29 PM, Alex Vandiver wrote: > On Thu, 2013-05-09 at 10:18 -0500, Russell Jones wrote: >> I have noticed that when sending a new email to my >> CorrespondenceAddress, a new ticket is created in my "General" queue. I >> now noticed that the DefaultQueue setting is not the reasoning for this >> behavior according to the manual, and I am unable to find why this is >> happening. > Look at your incoming mail aliases. The --queue option to rt-mailgate > controls where tickets are created. > - Alex > > > From darin at darins.net Thu May 9 15:39:26 2013 From: darin at darins.net (Darin Perusich) Date: Thu, 9 May 2013 15:39:26 -0400 Subject: [rt-users] RT not emailing tickets after old exchange server decomissioning. In-Reply-To: References: Message-ID: You mentioned yast2 so you're using some SuSE variant. What's the output of "postconf relayhost"? You should see something like 'relayhost = [new.server.com]'. Are you able to send mail in general from the RT server? Try "echo hello | mail your at address.com" and check your inbox. If you don't receive the message what's the output of "mailq"? If it's huge don't send the whole thing to the list, one entry should be sufficient. Check /var/log/mail for errors, it probably contains the reason why delivery is failing. -- Later, Darin On Thu, May 9, 2013 at 3:11 PM, DeCoste, Wayne wrote: > Hello. > > > > We have recently migrated over to a new exchange environment. After we > decommissioned the old server we began to have issues with mail outs from > RT. > > Our linux\unix\rt admin is no longer accessible, so I am attempting to get > mail working on this server. Please excuse my lack of knowledge and general > unfamiliarity with the system. I?m new to working with RT. > > > > Steps so far : > > > > - Reviewed support > > > > - Run yast2 and changed the MTA outgoing mail server to our new server fqdn. > Heres what the setting look like : > > MTA -> Permanent -> Outgoing Mail Server:new fqdn ->Use TLS:masquerade -> > Accept Remote SMTP Connections (downloading: empty, \ forward root mail: > empty). > > > > - Then rebooted the RT server. No joy. > > > > - Checked the ?aliases? file in the /.etc folder. There are no references to > my old mail server to change to the new mail server and the aliases are > correct. > > > > - I ran the ?newaliases? command to be safe. > > > > - I am able to ping my mail server from RT > > > > - I am able to establish an smtp connection over port 25. > > > > I would welcome any suggestions on how to get ticket mailout working again. > > > > > > - Wayne > > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training From alexmv at bestpractical.com Thu May 9 15:44:51 2013 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 09 May 2013 15:44:51 -0400 Subject: [rt-users] Default queue and the correspondence address. In-Reply-To: <518BFA9A.4090803@jonesmail.me> References: <518BBE32.5050703@jonesmail.me> <1368127756.19761.20.camel@umgah.localdomain> <518BFA9A.4090803@jonesmail.me> Message-ID: <1368128691.19761.24.camel@umgah.localdomain> On Thu, 2013-05-09 at 14:35 -0500, Russell Jones wrote: > I did, I do not have a --queue defined for the correspondence alias, > only "--action correspond", which is what raised this question of "Why > is this working?" :-) RT defaults to queue id 1 on tickets from the mailgate if you don't specify one; the CorrespondAddress is only used when generating incoming mail, as there may be multiple aliases that feed into the same queue. You probably want to adjust your aliases to provide queues for all of your incoming email addresses. - Alex From russell at jonesmail.me Thu May 9 15:55:47 2013 From: russell at jonesmail.me (Russell Jones) Date: Thu, 09 May 2013 14:55:47 -0500 Subject: [rt-users] Default queue and the correspondence address. In-Reply-To: <1368128691.19761.24.camel@umgah.localdomain> References: <518BBE32.5050703@jonesmail.me> <1368127756.19761.20.camel@umgah.localdomain> <518BFA9A.4090803@jonesmail.me> <1368128691.19761.24.camel@umgah.localdomain> Message-ID: <518BFF43.6010202@jonesmail.me> Thanks, I figured that's what was going on. It works for us to have General as the catch-all. If we run into issues I'll change the General queue to have an actual email address. On 5/9/2013 2:44 PM, Alex Vandiver wrote: > On Thu, 2013-05-09 at 14:35 -0500, Russell Jones wrote: >> I did, I do not have a --queue defined for the correspondence alias, >> only "--action correspond", which is what raised this question of "Why >> is this working?" :-) > RT defaults to queue id 1 on tickets from the mailgate if you don't > specify one; the CorrespondAddress is only used when generating incoming > mail, as there may be multiple aliases that feed into the same queue. > You probably want to adjust your aliases to provide queues for all of > your incoming email addresses. > - Alex > > > From ruz at bestpractical.com Thu May 9 16:03:00 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 10 May 2013 00:03:00 +0400 Subject: [rt-users] Problem with multple new tickets on same subject In-Reply-To: References: Message-ID: On Thu, May 9, 2013 at 8:14 PM, M? Eugenia Moreno wrote: > I am not sure if there is any solution to this. I have been digging > everywhere for information but I couldn't find any solution. > > I am currently using RT 4 as the ticketing system in my company. Below is > the scenario: > > Colleague A emails to the RT?s email and include Colleague B in the loop > as Cc. > > RT create new ticket (#1 New Test Ticket) and send auto reply email > to Colleague A with Ticket ID. > > Colleague B ?reply all? on the original email sent by Colleague A thus > creating another ticket on RT (#2 RE: New Test Ticket). > > Is there a way to recognize the subject text instead of the ticket ID to > avoid the creation of a new ticket? The ideal situation would be to add B > email to the same ticket of A email instead of creating a new ticket. At > the moment I am doing manually, I go to RT interface and link ticket #2 to > ticket #1. > > I would be very grateful if someone could help. > Besides Ken's suggestion you may want to enable ParseNewMessagesForTicketCcs and train your users not to use "reply all" and always reply to RT's messages. Other solution is to use CommandByMail and teach users to add Ccs using commands instead of Ccs in mail client. Using this way people don't get mails from people, but from RT only. Also, you can setup wider notifications when tickets are created, for example "On create notify group X with template 'New Ticket' ". This template may contain link to make recipient Cc watcher. Otherwise it is almost impossible to fix keeping the way your users use RT. > Thanks a lot, > > Maria > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu May 9 16:44:56 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 10 May 2013 00:44:56 +0400 Subject: [rt-users] Auto set timeworked based on started time and lastupdated time In-Reply-To: <1368068199519-53757.post@n7.nabble.com> References: <1368068199519-53757.post@n7.nabble.com> Message-ID: On Thu, May 9, 2013 at 6:56 AM, nonnick wrote: > Hi all, > > I want to set time worked automatic based on: (time worked = updated time - > started time). It's can show by hours/day/week... Like Duration field of > JSGantt Charts. > > Is there any way to do this. > Scrips is the right way to do this, but I think it's bad idea. TimeWorked is for people to fill in. With some hacking it's possible to write reports based on LastUpdated - Started time interval. In 4.2 this would be built in functionality. > Thanks > Nonnick > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu May 9 16:53:33 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 10 May 2013 00:53:33 +0400 Subject: [rt-users] Want to pass a CF value to a child ticket in a different queue In-Reply-To: <40322DDE-EEC8-46AC-BEB9-C9C62F07DADE@umbc.edu> References: <40322DDE-EEC8-46AC-BEB9-C9C62F07DADE@umbc.edu> Message-ID: On Thu, May 9, 2013 at 5:13 AM, Joe Kirby wrote: > Below is a template that works great for creating a child ticket > automatically > > ===Create-Ticket: Financial Aid and Scholarships - Referral > Subject: Referral to Counselor from Walk-In::{$Tickets{'TOP'}->Subject} > Referred-To-By: {$Tickets{'TOP'}->Id} > Queue: Financial Aid and Scholarships - Referral > InitialPriority: 99 > FinalPriority: 99 > Requestor: {$Tickets{'TOP'}->RequestorAddresses} > Content: This request is a referral from a walk-in customer for Financial > Aid and Scholarships. The initial ticket has been closed but linked to this > ticket for any pertinent information > ENDOFCONTENT > > I have searched the wiki looking for an example of how I can pass a custom > field value from a parent to the child. > > I was hoping if I assigned the custom fields to both queues, the parent > and the child queues, then I could pass the value from the parent to the > child via this template. > > Can anyone suggest a solution. > Have you looked at documentation? http://bestpractical.com/rt/docs/latest/RT/Action/CreateTickets.html#Acceptable-Fields > Thanks > > Joe > > > > Joe Kirby , Assistant Vice President, Business Systems > Division of Information Technology (DoIT) > Support Response - http://www.umbc.edu/doit > Administration 627 > Office - 410-455-3020 > Email - kirby at umbc.edu > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Thu May 9 16:59:44 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 09 May 2013 13:59:44 -0700 Subject: [rt-users] Problem with multple new tickets on same subject In-Reply-To: References: Message-ID: <518C0E40.2030202@bestpractical.com> On 05/09/2013 10:52 AM, Jok Thuau wrote: > Has anyone from best practical considered integrating these patches in the > source? (seems quite harmless from where I stand) > > Would one just fork the github repo and submit a pull request from there? This suggestion comes up once in a while, and there's been lengthy discussion about it in the past on rt-users. There are good reasons not to use References: or subject matching heuristics all the time; it boils down to common use cases which easily generate false positives (associating email with an existing ticket instead of creating a new one). False positives are potentially much worse from a privacy/security/information leak standpoint than false negatives. Probably it should be configurable for sites which accept the pitfalls of using References:. It's too late to consider for RT 4.2, but maybe 4.4. From ruz at bestpractical.com Thu May 9 17:21:46 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 10 May 2013 01:21:46 +0400 Subject: [rt-users] Problem with multple new tickets on same subject In-Reply-To: <518C0E40.2030202@bestpractical.com> References: <518C0E40.2030202@bestpractical.com> Message-ID: On Fri, May 10, 2013 at 12:59 AM, Thomas Sibley wrote: > On 05/09/2013 10:52 AM, Jok Thuau wrote: > > Has anyone from best practical considered integrating these patches in > the > > source? (seems quite harmless from where I stand) > > > > Would one just fork the github repo and submit a pull request from there? > > This suggestion comes up once in a while, and there's been lengthy > discussion about it in the past on rt-users. There are good reasons not > to use References: or subject matching heuristics all the time; it boils > down to common use cases which easily generate false positives > (associating email with an existing ticket instead of creating a new > one). False positives are potentially much worse from a > privacy/security/information leak standpoint than false negatives. > Probably it should be configurable for sites which accept the pitfalls > of using References:. > > It's too late to consider for RT 4.2, but maybe 4.4. > With new API, that is showed off in RepliesToResolved [1], it is very easy to write this functionality as very clean and portable extension. Such extension will work without patches with 4.0.8+ and most probably 4.2. With small patches mentioned in the extension this will work in 4.0.0+. I think extension instead of patches is good way to move forward rather then try to push it into 4.2 core. [1] http://search.cpan.org/~falcone/RT-Extension-RepliesToResolved-0.02/lib/RT/Extension/RepliesToResolved.pm > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From decostw at hiaa.ca Thu May 9 17:47:03 2013 From: decostw at hiaa.ca (DeCoste, Wayne) Date: Thu, 9 May 2013 21:47:03 +0000 Subject: [rt-users] RT not emailing tickets after old exchange server decomissioning. In-Reply-To: References: Message-ID: Spot on Darin. The output from postconf relayhost is the old exchange server. So....how do I manage to input the new server ? BTW, I was able to telnet to the exchange server and send mail, thanks for that. -----Original Message----- From: Darin Perusich [mailto:darin at darins.net] Sent: May-09-13 4:39 PM To: DeCoste, Wayne Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT not emailing tickets after old exchange server decomissioning. You mentioned yast2 so you're using some SuSE variant. What's the output of "postconf relayhost"? You should see something like 'relayhost = [new.server.com]'. Are you able to send mail in general from the RT server? Try "echo hello | mail your at address.com" and check your inbox. If you don't receive the message what's the output of "mailq"? If it's huge don't send the whole thing to the list, one entry should be sufficient. Check /var/log/mail for errors, it probably contains the reason why delivery is failing. -- Later, Darin On Thu, May 9, 2013 at 3:11 PM, DeCoste, Wayne wrote: > Hello. > > > > We have recently migrated over to a new exchange environment. After we > decommissioned the old server we began to have issues with mail outs > from RT. > > Our linux\unix\rt admin is no longer accessible, so I am attempting to > get mail working on this server. Please excuse my lack of knowledge > and general unfamiliarity with the system. I'm new to working with RT. > > > > Steps so far : > > > > - Reviewed support > > > > - Run yast2 and changed the MTA outgoing mail server to our new server fqdn. > Heres what the setting look like : > > MTA -> Permanent -> Outgoing Mail Server:new fqdn ->Use TLS:masquerade > -> Accept Remote SMTP Connections (downloading: empty, \ forward root mail: > empty). > > > > - Then rebooted the RT server. No joy. > > > > - Checked the "aliases" file in the /.etc folder. There are no > references to my old mail server to change to the new mail server and > the aliases are correct. > > > > - I ran the "newaliases" command to be safe. > > > > - I am able to ping my mail server from RT > > > > - I am able to establish an smtp connection over port 25. > > > > I would welcome any suggestions on how to get ticket mailout working again. > > > > > > - Wayne > > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training From trs at bestpractical.com Thu May 9 17:48:33 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 09 May 2013 14:48:33 -0700 Subject: [rt-users] Post upgrade 3.8.5 to 4.0.12 Global->RT At A Glance error In-Reply-To: <56E2FD69D191694AA55549EA705DE2181A0AAB2C@EXCH1.JIBECONSULTING.int> References: <56E2FD69D191694AA55549EA705DE2181A0AAB2C@EXCH1.JIBECONSULTING.int> Message-ID: <518C19B1.7090600@bestpractical.com> Thanks for the information, notes below. On 05/09/2013 09:29 AM, Pete Beebe wrote: >>>> Do you have any local customizations? > > None that I'm aware of. Only plugins I've currently go in place are: > RT::Authen::ExternalAuth RT::Extension::ActivityReports > >>>> Can you send us the output of running this SQL query? select >>>> id, Name, Description, ObjectType, ObjectId from Attributes >>>> where ObjectType='RT::System'; > >>>> Could you also navigate to Configuration -> Tools -> System >>>> Config in RT, save that page as HTML, and send the file? Make >>>> sure any sensitive data is redacted first. > > Both the Select query and the system config HTML page and files have > been included in the attached ZIP file. Your system config page and SQL results reveal that you have duplicate copies (3 total of each record) of certain global data. This suggests your migration from MySQL to Oracle was flawed. How did you migrate, exactly? Your database may contain duplicate internal records in other areas too, which are likely to lead to more problems (and potentially very subtle ones). What do these queries return? select id, Name, Created, LastUpdated from Users where Name in ('RT_System', 'Nobody', 'root'); select id, Domain, Type, Created, LastUpdated from Groups where Type in ('Everyone', 'Privileged', 'Unprivileged'); > I'm unsure of how to reply to this and have it also update the forum > thread so I've omitted the rt-users at lists.bestpractical.com address > when sending the e-mail. You reply by sending to rt-users at lists.bestpractical.com. That sends to the mailing list, and I'll read it since I'm subscribed. From trs at bestpractical.com Thu May 9 17:51:54 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 09 May 2013 14:51:54 -0700 Subject: [rt-users] Can't remove Quick Create & Can you reverse the order of history? In-Reply-To: <518AE218.3070800@bestpractical.com> References: <4DD6AB329450D847913EA76D7F3C6B83128BF489@valkyrie.ogp.qvii.com> <518AE218.3070800@bestpractical.com> Message-ID: <518C1A7A.9000603@bestpractical.com> On 05/08/2013 04:39 PM, Thomas Sibley wrote: > On 05/08/2013 01:00 PM, Cena, Stephen (ext. 300) wrote: >> I've got two questions: >> >> 1. I just did an upgrade from 4.0.11 to 4.0.12 & all seemed well. Due to >> people not using the full ticket Create, I decided to globally remove >> "Quick Create" from "RT At A Glance". However, when I do that I get the >> following error: [snip] > > I can't reproduce this problem and looking at the code don't see how it > would happen. Do you have any local customizations? > > Can you send us the output of running this SQL query? > > select id, Name, Description, ObjectType, ObjectId from Attributes where > ObjectType='RT::System'; > > Could you also navigate to Configuration -> Tools -> System Config in > RT, save that page as HTML, and send the file? Make sure any sensitive > data is redacted first. Stephen, the information I request above will still be useful, but on a hunch, did you recently migrate RT's database from MySQL to MariaDB? From decostw at hiaa.ca Thu May 9 18:07:43 2013 From: decostw at hiaa.ca (DeCoste, Wayne) Date: Thu, 9 May 2013 22:07:43 +0000 Subject: [rt-users] RT not emailing tickets after old exchange server decomissioning. References: Message-ID: Hi again. I used winscp to find and open the main.cf file. Which I edited to add the new mail server name - I know that's kind of cheating, but did I mention Im a bit of a newb working in and around linux\rt ? At any rate, the change stuck and the postconf relayhost confirms that. Sadly, still no mail from update tickets. Im going to check the log file you suggested for errors. Again, appreciate your insights -----Original Message----- From: DeCoste, Wayne Sent: May-09-13 6:47 PM To: 'Darin Perusich' Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT not emailing tickets after old exchange server decomissioning. Spot on Darin. The output from postconf relayhost is the old exchange server. So....how do I manage to input the new server ? BTW, I was able to telnet to the exchange server and send mail, thanks for that. -----Original Message----- From: Darin Perusich [mailto:darin at darins.net] Sent: May-09-13 4:39 PM To: DeCoste, Wayne Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT not emailing tickets after old exchange server decomissioning. You mentioned yast2 so you're using some SuSE variant. What's the output of "postconf relayhost"? You should see something like 'relayhost = [new.server.com]'. Are you able to send mail in general from the RT server? Try "echo hello | mail your at address.com" and check your inbox. If you don't receive the message what's the output of "mailq"? If it's huge don't send the whole thing to the list, one entry should be sufficient. Check /var/log/mail for errors, it probably contains the reason why delivery is failing. -- Later, Darin On Thu, May 9, 2013 at 3:11 PM, DeCoste, Wayne wrote: > Hello. > > > > We have recently migrated over to a new exchange environment. After we > decommissioned the old server we began to have issues with mail outs > from RT. > > Our linux\unix\rt admin is no longer accessible, so I am attempting to > get mail working on this server. Please excuse my lack of knowledge > and general unfamiliarity with the system. I'm new to working with RT. > > > > Steps so far : > > > > - Reviewed support > > > > - Run yast2 and changed the MTA outgoing mail server to our new server fqdn. > Heres what the setting look like : > > MTA -> Permanent -> Outgoing Mail Server:new fqdn ->Use TLS:masquerade > -> Accept Remote SMTP Connections (downloading: empty, \ forward root mail: > empty). > > > > - Then rebooted the RT server. No joy. > > > > - Checked the "aliases" file in the /.etc folder. There are no > references to my old mail server to change to the new mail server and > the aliases are correct. > > > > - I ran the "newaliases" command to be safe. > > > > - I am able to ping my mail server from RT > > > > - I am able to establish an smtp connection over port 25. > > > > I would welcome any suggestions on how to get ticket mailout working again. > > > > > > - Wayne > > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training From decostw at hiaa.ca Thu May 9 19:26:20 2013 From: decostw at hiaa.ca (DeCoste, Wayne) Date: Thu, 9 May 2013 23:26:20 +0000 Subject: [rt-users] RT not emailing tickets after old exchange server decomissioning. References: Message-ID: Darin. I wound up googeling the postconf command you suggested and it pointed me to the mail.cf file. I browsed that file, edited the relay entry. No luck. I did see another file mail.SuSe.cf. Once I edited that file, again the mail relay entry and BOOM, mail started flowing. I could not have done it without your help. Grateful. WayneDeCoste. -----Original Message----- From: DeCoste, Wayne Sent: May-09-13 7:08 PM To: 'Darin Perusich' Cc: 'rt-users at lists.bestpractical.com' Subject: RE: [rt-users] RT not emailing tickets after old exchange server decomissioning. Hi again. I used winscp to find and open the main.cf file. Which I edited to add the new mail server name - I know that's kind of cheating, but did I mention Im a bit of a newb working in and around linux\rt ? At any rate, the change stuck and the postconf relayhost confirms that. Sadly, still no mail from update tickets. Im going to check the log file you suggested for errors. Again, appreciate your insights -----Original Message----- From: DeCoste, Wayne Sent: May-09-13 6:47 PM To: 'Darin Perusich' Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT not emailing tickets after old exchange server decomissioning. Spot on Darin. The output from postconf relayhost is the old exchange server. So....how do I manage to input the new server ? BTW, I was able to telnet to the exchange server and send mail, thanks for that. -----Original Message----- From: Darin Perusich [mailto:darin at darins.net] Sent: May-09-13 4:39 PM To: DeCoste, Wayne Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT not emailing tickets after old exchange server decomissioning. You mentioned yast2 so you're using some SuSE variant. What's the output of "postconf relayhost"? You should see something like 'relayhost = [new.server.com]'. Are you able to send mail in general from the RT server? Try "echo hello | mail your at address.com" and check your inbox. If you don't receive the message what's the output of "mailq"? If it's huge don't send the whole thing to the list, one entry should be sufficient. Check /var/log/mail for errors, it probably contains the reason why delivery is failing. -- Later, Darin On Thu, May 9, 2013 at 3:11 PM, DeCoste, Wayne wrote: > Hello. > > > > We have recently migrated over to a new exchange environment. After we > decommissioned the old server we began to have issues with mail outs > from RT. > > Our linux\unix\rt admin is no longer accessible, so I am attempting to > get mail working on this server. Please excuse my lack of knowledge > and general unfamiliarity with the system. I'm new to working with RT. > > > > Steps so far : > > > > - Reviewed support > > > > - Run yast2 and changed the MTA outgoing mail server to our new server fqdn. > Heres what the setting look like : > > MTA -> Permanent -> Outgoing Mail Server:new fqdn ->Use TLS:masquerade > -> Accept Remote SMTP Connections (downloading: empty, \ forward root mail: > empty). > > > > - Then rebooted the RT server. No joy. > > > > - Checked the "aliases" file in the /.etc folder. There are no > references to my old mail server to change to the new mail server and > the aliases are correct. > > > > - I ran the "newaliases" command to be safe. > > > > - I am able to ping my mail server from RT > > > > - I am able to establish an smtp connection over port 25. > > > > I would welcome any suggestions on how to get ticket mailout working again. > > > > > > - Wayne > > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training From Chris.Foster at bartercard.co.nz Thu May 9 22:44:41 2013 From: Chris.Foster at bartercard.co.nz (Chris Foster) Date: Fri, 10 May 2013 14:44:41 +1200 Subject: [rt-users] RT::Authen::ExternalAuth extension loading issue Message-ID: Hi Alex, Thanks for your response. I have further looked and yes there does appear to be a couple more of lines of errors before this line, they are: [warning]: Subroutine handle_startup_error redefined at /opt/rt4/sbin rt-server line 240. (/opt/rt4/sbin/rt-server:240) [warning]: Subroutine handle_bind_error redefined at /opt/rt4/sbin/rt-server line 252. (/opt/rt4/sbin/rt-server:252) Hope this helps. Looking forward in being pointed in the right direction to resolve this issue. Regards, Chris. -----Original Message----- From: Alex Vandiver [mailto:alexmv at bestpractical.com] Sent: Friday, 10 May 2013 7:27 a.m. To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT::Authen::ExternalAuth extension loading issue On Thu, 2013-05-09 at 11:51 +1200, Chris Foster wrote: > Error while loading /opt/rt4/sbin/rt-server: Attempt to reload > RT/Authen/ExternalAuth.pm aborted. \nCompilation failed in require at > /opt/rt4/sbin?/lib/RT.pm line 730. Please show the complete error. There should be an error message above that. I suspect that you don't have all of the dependencies for RT::Authen::ExternalAuth installed. - Alex Have you visited Bartercard Maps yet? www.bartercardmaps.co.nz Find us on Facebook www.facebook.com/BartercardNewZealand ************************************************************************************************* From time to time Bartercard may promote goods and services on behalf of members, however Bartercard acts as a third party record keeper and transactions are conducted between members. Bartercard is not a party to these transactions. Any advice or representations made should not be relied upon, and independent advice should be sought. Please refer to the full rules of the Trading Program which are available on request. This e-mail, including attachments, may be confidential and/or privileged. Only the intended recipient may access or use it. Any dissemination, distribution or copying of this e-mail is strictly prohibited. If you are not the intended recipient please notify us immediately by return e-mail and then erase the e-mail. Any confidentiality or privilege is not waived or lost if you have received this e-mail in error. ************************************************************************************************* From vadud3 at gmail.com Thu May 9 23:34:16 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Thu, 9 May 2013 23:34:16 -0400 Subject: [rt-users] RT::Authen::ExternalAuth extension loading issue In-Reply-To: References: Message-ID: On Thu, May 9, 2013 at 10:44 PM, Chris Foster wrote: > Hi Alex, > > Thanks for your response. I have further looked and yes there does appear > to be a couple more of lines of errors before this line, they are: > > [warning]: Subroutine handle_startup_error redefined at /opt/rt4/sbin > rt-server line 240. (/opt/rt4/sbin/rt-server:240) > [warning]: Subroutine handle_bind_error redefined at > /opt/rt4/sbin/rt-server line 252. (/opt/rt4/sbin/rt-server:252) > > Hope this helps. Looking forward in being pointed in the right direction > to resolve this issue. > $ cd /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib $ perl -MRT::Authen::ExternalAuth -e 1 $ (should have no output if all dependency is working) -- 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 asanka_gunasekera at yahoo.co.uk Fri May 10 04:47:48 2013 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Fri, 10 May 2013 09:47:48 +0100 (BST) Subject: [rt-users] Generate end of the day report and email Message-ID: <1368175668.17358.YahooMailNeo@web172602.mail.ir2.yahoo.com> Hi, is there any way to auto generate end of the day report and emal this to management (all open, all new etc) I am using RT4 and oracle database on redhat Thanks and Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From beodep at yahoo.com Fri May 10 04:49:33 2013 From: beodep at yahoo.com (nonnick) Date: Fri, 10 May 2013 01:49:33 -0700 (PDT) Subject: [rt-users] Auto set timeworked based on started time and lastupdated time In-Reply-To: References: <1368068199519-53757.post@n7.nabble.com> Message-ID: <1368175773327-53792.post@n7.nabble.com> Thanks, Ruslan. Can you advise me some scripts. I'm newbie in perl. :) All that i want is somethings to get reports based on (LastUpdated - Started) time interval like you've told. In our RT system, user never fills in time_worked field that i can use this field to record time interval form create time to resolved time of a ticket. Thank you so much. Nonnick. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Auto-set-timeworked-based-on-started-time-and-lastupdated-time-tp53757p53792.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From asanka_gunasekera at yahoo.co.uk Fri May 10 05:45:59 2013 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Fri, 10 May 2013 10:45:59 +0100 (BST) Subject: [rt-users] __TimeLeft__ no value in the column Message-ID: <1368179159.61286.YahooMailNeo@web172601.mail.ir2.yahoo.com> Hi I have added below to the RT_SiteConfig.pm and all are working fine except the "__TimeLeft__" it just come as an empty?column, can any one tell me how to rectify this. I am using RT4, oracle db and Redhat linux Set ($DefaultSearchResultFormat, qq{ ? ?'__id__/TITLE:#', ? ?'__QueueName__', ? ?'>__Subject__/TITLE:Subject', ? ?'__Status__', ? ?'__OwnerName__', ? ?'__Priority__', ? ?'__CustomField.{SLA}__', ? ?'__NEWLINE__', ? ?'', ? ?'__Requestors__', ? ?'__CreatedRelative__', ? ?'__ToldRelative__', ? ?'__LastUpdatedRelative__', ? ?'__Created__/TITLE:Create Date', ? ?'__TimeLeft__' }); Thanks and Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex.kucheryuk at eltoma-offshore.com Fri May 10 08:12:09 2013 From: alex.kucheryuk at eltoma-offshore.com (Alexander Kucheryuk) Date: Fri, 10 May 2013 15:12:09 +0300 Subject: [rt-users] Multiple attachments Message-ID: <518CE419.9050400@eltoma-offshore.com> Hi! I am running 4.0.12. Adding multiple attachment is not working. I can add one attachment (to ticket) and everything is fine. If I click "add more files", I get redirected to "Internal Server Error" page. My logging level is set to debug, however, nothing shows up in logs. This is NOT self service. From guadagnino.cristiano at creval.it Fri May 10 10:03:00 2013 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Fri, 10 May 2013 14:03:00 +0000 Subject: [rt-users] Problem with mail bounce In-Reply-To: <51878007.8060707@creval.it> References: <51878007.8060707@creval.it> Message-ID: <518CFE3C.4050106@creval.it> There definitely is something weird with the way the "reply-to" header is treated from RT. I did some more tests on a quite clean test system (RT 3.8.10) and I always get a "permission denied" error as soon as I add the reply-to header. By enabling debug logs I see RT thinks he is receiving the email message from the address in the "reply-to" header instead of the "from" header. That would also explain why I was getting the "RT Received mail ( ) from itself." message in my previous experiments. I know I'm not on the latest release... is this a known problem (already fixed, maybe)? I also found very old references to this same problem in the mailing list archives (without meaningful replies). Bye Cris Guadagnino Cristiano wrote: Hi all, we have a problem when we need to forward a ticket (or part of it) to someone who is not a requestor or CC of the ticket itself. RT currently has a limitation on the forward operation, in that it doesn't allow to add a comment to the forwarded message. This is not acceptable, because the receiving end will not know why he/she receives the message and what we're talking about. To overcome this limitation we usually proceed like this: 1) we copy the text to forward in a new Outlook message 2) we set the sender as the private email address of who is sending 3) we mangle the subject so that it contains the magic RT token with the number of the original ticket 4) we add a special RT adress as BCC; this address is configured so that it triggers a comment action instead of a correspond action This has always worked well, although it is a bit cumbersome. But sometimes the receiving end replies, starting a lengthy new thread that needs to be appended to the ticket history. We can do it by forwarding each message to the special RT address (see step 4 above), but this is not optimal. Instead we thought of modifying the procedure adding a fifth step: 5) set the Reply-To header with our normal RT address This way, when the subject receiving the forwarded email replies, it automatically is appended to the ticket and other participants are notified of the reply. However when we try to do this, RT replies back telling that it cannot record the email, with a permission denied error. The RT log reports that RT believes it got a message from itself and so it did not record it. Here is one example: [Mon May 6 09:42:32 2013] [crit]: RT Received mail ( ) from itself. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:1740) [Mon May 6 09:42:32 2013] [crit]: RT thinks this message may be a bounce (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) [Mon May 6 09:42:32 2013] [error]: Could not record email: Message Bounced (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) I can't figure out why RT thinks it is receiving a mail from itself. Is it a bug? Or is there something else that I can't think of? Thank you in advance. Bye Cris -- Cristiano Guadagnino Servizio Data Administration Bankadati S.I. Gruppo Credito Valtellinese Tel. +39-0342-522172 -- Cristiano Guadagnino Servizio Data Administration Bankadati S.I. Gruppo Credito Valtellinese Tel. +39-0342-522172 -------------- next part -------------- An HTML attachment was scrubbed... URL: From amarosi at luminance.us.com Fri May 10 11:19:43 2013 From: amarosi at luminance.us.com (Andrew Marosi) Date: Fri, 10 May 2013 08:19:43 -0700 Subject: [rt-users] Generate end of the day report and email In-Reply-To: <1368175668.17358.YahooMailNeo@web172602.mail.ir2.yahoo.com> References: <1368175668.17358.YahooMailNeo@web172602.mail.ir2.yahoo.com> Message-ID: <15DF9116EFA72B41BA18ECC2ABD870F5037949E6DB@uslaxmail02> I would setup a search the way you want, save it, then add it to a dashboard. Then you can setup subscriptions on it to whomever you like, at whatever interval you like. This is assuming you have setup all the necessary contab lines outlined in the initial installation. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Asanka Gunasekera Sent: Friday, May 10, 2013 1:48 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Generate end of the day report and email Hi, is there any way to auto generate end of the day report and emal this to management (all open, all new etc) I am using RT4 and oracle database on redhat Thanks and Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From diaulas.castro at intersolution.inf.br Fri May 10 12:12:04 2013 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Fri, 10 May 2013 16:12:04 +0000 Subject: [rt-users] RES: Generate end of the day report and email In-Reply-To: <1368175668.17358.YahooMailNeo@web172602.mail.ir2.yahoo.com> References: <1368175668.17358.YahooMailNeo@web172602.mail.ir2.yahoo.com> Message-ID: <3B9178D874F56F47B616AB50C01F7B7791A49EA3@GRXPRD8011MB606.lamprd80.prod.outlook.com> Made this bash script to accomplish using RT CLI. Just customize ?From:?, To:? and ?Status? search in rt ls command and schedule on crontab. This script will list all tickets and mail fields to temp file after that a while loop will add html tags (tables and rows) trough command sed, so I got a nice looking mail report. (http://postimg.org/image/yfmlp9307/) If you want to color the rows use this before sendmail command: sed -i -e '/Nobody/s/D2EAF1/CCCCCC/g' $MAIL sed -i -e '/diaulas.castro/s/D2EAF1/6FCCFF/g' $MAIL This will change all tickets by nobody to gray and Diaulas.castro to light blue PS: I know! RT-CRONTOOL exist, but I m not perl expert.. =( #################################### export RTORDERBY=owner MAIL=/tmp/rel_todos_tickets_abertos.sh.mail echo "From: MY_TICKET at MY_DOMAIN.COM " > $MAIL echo "To: DIRECTORS at MYDOMAIN.COM" >> $MAIL echo "MIME-Version: 1.0" >> $MAIL echo 'Content-type: text/html; charset=iso-8859-1' >> $MAIL echo " boundary=`date +%s`/rt.MY.DOMAIN.COM" >> $MAIL echo "Subject: All open Tickets:$(date +%d/%m/%y)" >> $MAIL echo "" >> $MAIL echo "" >> $MAIL echo "" >> $MAIL echo "" >> $MAIL echo "" >> $MAIL echo "" >> $MAIL echo "">> $MAIL /usr/bin/rt ls "Status != resolved AND Status != report AND Status != plantao AND Status != stalled" -f id,subject,queue,status,owner,lastupdated |iconv -f UTF-8 -t ISO8859-1 > /tmp/rel.tmp while read line ; do echo "/g" done < /tmp/rel.tmp >> $MAIL echo "
$line
">> $MAIL echo "" >> $MAIL echo "" >> $MAIL /usr/sbin/sendmail -t < $MAIL De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Asanka Gunasekera Enviada em: sexta-feira, 10 de maio de 2013 05:48 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] Generate end of the day report and email Hi, is there any way to auto generate end of the day report and emal this to management (all open, all new etc) I am using RT4 and oracle database on redhat Thanks and Regards -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Fri May 10 12:53:41 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 10 May 2013 09:53:41 -0700 Subject: [rt-users] RES: Generate end of the day report and email In-Reply-To: <3B9178D874F56F47B616AB50C01F7B7791A49EA3@GRXPRD8011MB606.lamprd80.prod.outlook.com> References: <1368175668.17358.YahooMailNeo@web172602.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A49EA3@GRXPRD8011MB606.lamprd80.prod.outlook.com> Message-ID: <518D2615.5030905@bestpractical.com> On 05/10/2013 09:12 AM, Diaulas Castro wrote: > Made this bash script to accomplish using RT CLI. > > Just customize ?From:?, To:? and ?Status? search in rt ls command and > schedule on crontab. You really want to look at dashboards and dashboard subscriptions in RT's web interface. From pete.beebe at jibeconsulting.com Fri May 10 12:02:03 2013 From: pete.beebe at jibeconsulting.com (Pete Beebe) Date: Fri, 10 May 2013 16:02:03 +0000 Subject: [rt-users] Post upgrade 3.8.5 to 4.0.12 Global->RT At A Glance error Message-ID: <56E2FD69D191694AA55549EA705DE2181A0AE89C@EXCH1.JIBECONSULTING.int> >>>Do you have any local customizations? None that I'm aware of. Only plugins I've currently go in place are: RT::Authen::ExternalAuth RT::Extension::ActivityReports >>>Can you send us the output of running this SQL query? select id, Name, Description, ObjectType, ObjectId from Attributes where ObjectType='RT::System'; >>>Could you also navigate to Configuration -> Tools -> System Config in RT, save that page as HTML, and send the file? Make sure any sensitive data is redacted first. Both the Select query and the system config HTML page and files have been included in the attached ZIP file. I'm unsure of how to reply to this and have it also update the forum thread so I've omitted the rt-users at lists.bestpractical.com address when sending the e-mail. Thank you, Thomas. ~Pete_Jibe Disclaimer: This electronic message may contain information that is Confidential or legally privileged. It is intended only for the use of the individual(s) and entity named in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material from your computer. Do not deliver, distribute or copy this message and do not disclose its contents or take any action in reliance on the information it contains. -------------- next part -------------- A non-text attachment was scrubbed... Name: System Configuration.zip Type: application/x-zip-compressed Size: 228985 bytes Desc: System Configuration.zip URL: From trs at bestpractical.com Fri May 10 13:07:36 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 10 May 2013 10:07:36 -0700 Subject: [rt-users] Problem with mail bounce In-Reply-To: <518CFE3C.4050106@creval.it> References: <51878007.8060707@creval.it> <518CFE3C.4050106@creval.it> Message-ID: <518D2958.8000502@bestpractical.com> On 05/10/2013 07:03 AM, Guadagnino Cristiano wrote: > There definitely is something weird with the way the "reply-to" header > is treated from RT. > > I did some more tests on a quite clean test system (RT 3.8.10) and I > always get a "permission denied" error as soon as I add the reply-to header. > > By enabling debug logs I see RT thinks he is receiving the email message > from the address in the "reply-to" header instead of the "from" header. > That would also explain why I was getting the "RT Received mail ( ) from > itself." message in my previous experiments. This is a feature, not a bug. Reply-To: is preferred over From: is preferred over Sender: when determining the actor via email. Among other things, this is useful to create tickets on behalf of someone else via email. The original From: is still visible in the ticket history. FWIW, we have code to let you include a message when forwarding, and I hope that it makes it into 4.2. > 1) we copy the text to forward in a new Outlook message > 2) we set the sender as the private email address of who is sending > 3) we mangle the subject so that it contains the magic RT token with the number of the original ticket > 4) we add a special RT adress as BCC; this address is configured so that it triggers a comment action instead of a correspond action > 5) set the Reply-To header with our normal RT address Instead of doing the above, why don't you just keep it inside RT all along? 1) Copy text to forward into a new RT comment 2) Set the One-time Cc to the person receiving the forward 3) Uncheck all other recipients from the "Scrips and Recipients" box. This should be easier if you enable the $SimplifiedRecipients option. Then the "forward" will come from RT originally, only go to the one-time cc, and be recorded on the ticket. Any replies will end up as comments on the ticket (assuming your queue comment address and /etc/aliases is setup correctly). Less steps, less needing to go outside RT only to shove stuff back in. From trs at bestpractical.com Fri May 10 13:09:31 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 10 May 2013 10:09:31 -0700 Subject: [rt-users] Multiple attachments In-Reply-To: <518CE419.9050400@eltoma-offshore.com> References: <518CE419.9050400@eltoma-offshore.com> Message-ID: <518D29CB.6070707@bestpractical.com> On 05/10/2013 05:12 AM, Alexander Kucheryuk wrote: > Hi! > I am running 4.0.12. Adding multiple attachment is not working. I can > add one attachment (to ticket) and everything is fine. If I click "add > more files", I get redirected to "Internal Server Error" page. My > logging level is set to debug, however, nothing shows up in logs. This > is NOT self service. Can't reproduce this locally on 4.0.12. If there's an internal sever error, then there *must* be some sort of logs. Perhaps you're not looking in the right place? From diaulas.castro at intersolution.inf.br Fri May 10 13:52:20 2013 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Fri, 10 May 2013 17:52:20 +0000 Subject: [rt-users] RES: RES: Generate end of the day report and email In-Reply-To: <518D2615.5030905@bestpractical.com> References: <1368175668.17358.YahooMailNeo@web172602.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A49EA3@GRXPRD8011MB606.lamprd80.prod.outlook.com> <518D2615.5030905@bestpractical.com> Message-ID: <3B9178D874F56F47B616AB50C01F7B7791A4A046@GRXPRD8011MB606.lamprd80.prod.outlook.com> Already saw, but I have so many reports and alerts by mail and some of them I cant get with dashboard/subscribe so I made some bash scripts and all of reports/alerts have the same style/looking. I have one that alert 2 times/day, he send mail to requestor telling that ticket #XXXX is awaiting for response, but I need it with same subject since the requestor reply will create new ticket . PS: I Have huge red colored text telling to not reply. I forgot dashboard/subscription when Asanka asked for this. -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Thomas Sibley Enviada em: sexta-feira, 10 de maio de 2013 13:54 Para: rt-users at lists.bestpractical.com Assunto: Re: [rt-users] RES: Generate end of the day report and email On 05/10/2013 09:12 AM, Diaulas Castro wrote: > Made this bash script to accomplish using RT CLI. > > Just customize ?From:?, To:? and ?Status? search in rt ls command and > schedule on crontab. You really want to look at dashboards and dashboard subscriptions in RT's web interface. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training From trs at bestpractical.com Fri May 10 14:03:04 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 10 May 2013 11:03:04 -0700 Subject: [rt-users] RES: RES: Generate end of the day report and email In-Reply-To: <3B9178D874F56F47B616AB50C01F7B7791A4A046@GRXPRD8011MB606.lamprd80.prod.outlook.com> References: <1368175668.17358.YahooMailNeo@web172602.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A49EA3@GRXPRD8011MB606.lamprd80.prod.outlook.com> <518D2615.5030905@bestpractical.com> <3B9178D874F56F47B616AB50C01F7B7791A4A046@GRXPRD8011MB606.lamprd80.prod.outlook.com> Message-ID: <518D3658.2040703@bestpractical.com> On 05/10/2013 10:52 AM, Diaulas Castro wrote: > Already saw, but I have so many reports and alerts by mail and some > of them I cant get with dashboard/subscribe so I made some bash > scripts and all of reports/alerts have the same style/looking. > > I have one that alert 2 times/day, he send mail to requestor telling > that ticket #XXXX is awaiting for response, but I need it with same > subject since the requestor reply will create new ticket . PS: I Have > huge red colored text telling to not reply. That sounds like you want rt-crontool. I know you said you had no experience with it, but try starting with our draft of expanded rt-crontool docs: https://github.com/bestpractical/rt/blob/4.0/add-rt-crontool-docs/docs/automating_rt.pod From don.smitheimer at oss.tgs-solutions.com Fri May 10 14:40:34 2013 From: don.smitheimer at oss.tgs-solutions.com (Don Smitheimer) Date: Fri, 10 May 2013 18:40:34 +0000 Subject: [rt-users] Modify email and ticket subject for tickets created from email Message-ID: <4799c249474f4b0283eeb618f0d27bea@BY2PR04MB126.namprd04.prod.outlook.com> Hi All, I managed to get this working pretty well, but I would like to know if there's a smarter way to implement it. I have RT4. Here's the overview: We have attempted to adopt a standard email subject format of the form: "Env|Sev|Msg|Tickets," where Env is environment and can be Prod, SIT, etc.; Sev stands for Severity and can be of the form Sev-1, Sev-2, etc; Msg is the actual subject, and Tickets is a comma-separated string of tickets where the RT ticket will be the first. The plan was to send an email to RT with the first 3 fields completed, RT will create the ticket and append the ticket number tag to the subject, such that subsequent emails will be captured by RT in the ticket. It works on my RT sandbox. I created a scrip and template to change the ticket subject and email subject. The perl code does more than just append the tag. I have logic to check for abbreviations for the different environments (such as using prd vs PROD), and using sev1 rather than Sev-1, etc. Since the logic to change the subject for both the email and the ticket is basically the same, I need to maintain essentially the same code in both places. My question: is there a smarter or better way to make this work? Please note: I want to expand the requirement to change a ticket's custom fields based on subject contents. For example, if the subject has PROD, I want to automatically set the environment custom field to PROD. Thanks much, Don -------------- next part -------------- An HTML attachment was scrubbed... URL: From diaulas.castro at intersolution.inf.br Fri May 10 16:32:54 2013 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Fri, 10 May 2013 20:32:54 +0000 Subject: [rt-users] RES: RES: RES: Generate end of the day report and email In-Reply-To: <518D3658.2040703@bestpractical.com> References: <1368175668.17358.YahooMailNeo@web172602.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A49EA3@GRXPRD8011MB606.lamprd80.prod.outlook.com> <518D2615.5030905@bestpractical.com> <3B9178D874F56F47B616AB50C01F7B7791A4A046@GRXPRD8011MB606.lamprd80.prod.outlook.com> <518D3658.2040703@bestpractical.com> Message-ID: <3B9178D874F56F47B616AB50C01F7B7791A4A374@GRXPRD8011MB606.lamprd80.prod.outlook.com> Sounds good, will look. Btw i tested again subscription/Dashboard... on outlook that mail looks weird. Dashboard : http://postimg.org/image/4mwn115kn/ My bash : http://postimg.org/image/yfmlp9307/ -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Thomas Sibley Enviada em: sexta-feira, 10 de maio de 2013 15:03 Para: rt-users at lists.bestpractical.com Assunto: Re: [rt-users] RES: RES: Generate end of the day report and email On 05/10/2013 10:52 AM, Diaulas Castro wrote: > Already saw, but I have so many reports and alerts by mail and some of > them I cant get with dashboard/subscribe so I made some bash scripts > and all of reports/alerts have the same style/looking. > > I have one that alert 2 times/day, he send mail to requestor telling > that ticket #XXXX is awaiting for response, but I need it with same > subject since the requestor reply will create new ticket . PS: I Have > huge red colored text telling to not reply. That sounds like you want rt-crontool. I know you said you had no experience with it, but try starting with our draft of expanded rt-crontool docs: https://github.com/bestpractical/rt/blob/4.0/add-rt-crontool-docs/docs/automating_rt.pod -- RT Training in Seattle, June 19-20: http://bestpractical.com/training From trs at bestpractical.com Fri May 10 16:45:05 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 10 May 2013 13:45:05 -0700 Subject: [rt-users] RES: RES: RES: Generate end of the day report and email In-Reply-To: <3B9178D874F56F47B616AB50C01F7B7791A4A374@GRXPRD8011MB606.lamprd80.prod.outlook.com> References: <1368175668.17358.YahooMailNeo@web172602.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A49EA3@GRXPRD8011MB606.lamprd80.prod.outlook.com> <518D2615.5030905@bestpractical.com> <3B9178D874F56F47B616AB50C01F7B7791A4A046@GRXPRD8011MB606.lamprd80.prod.outlook.com> <518D3658.2040703@bestpractical.com> <3B9178D874F56F47B616AB50C01F7B7791A4A374@GRXPRD8011MB606.lamprd80.prod.outlook.com> Message-ID: <518D5C51.20207@bestpractical.com> On 05/10/2013 01:32 PM, Diaulas Castro wrote: > Sounds good, will look. > > Btw i tested again subscription/Dashboard... on outlook that mail looks weird. > > Dashboard : http://postimg.org/image/4mwn115kn/ > My bash : http://postimg.org/image/yfmlp9307/ You don't mention your RT version, but I believe it's better in a recent 4.0 release. From diaulas.castro at intersolution.inf.br Fri May 10 16:49:15 2013 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Fri, 10 May 2013 20:49:15 +0000 Subject: [rt-users] RES: RES: RES: RES: Generate end of the day report and email In-Reply-To: <518D5C51.20207@bestpractical.com> References: <1368175668.17358.YahooMailNeo@web172602.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A49EA3@GRXPRD8011MB606.lamprd80.prod.outlook.com> <518D2615.5030905@bestpractical.com> <3B9178D874F56F47B616AB50C01F7B7791A4A046@GRXPRD8011MB606.lamprd80.prod.outlook.com> <518D3658.2040703@bestpractical.com> <3B9178D874F56F47B616AB50C01F7B7791A4A374@GRXPRD8011MB606.lamprd80.prod.outlook.com> <518D5C51.20207@bestpractical.com> Message-ID: <3B9178D874F56F47B616AB50C01F7B7791A4A39D@GRXPRD8011MB606.lamprd80.prod.outlook.com> Hi Thomas, Its 4.0.1 -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Thomas Sibley Enviada em: sexta-feira, 10 de maio de 2013 17:45 Para: rt-users at lists.bestpractical.com Assunto: Re: [rt-users] RES: RES: RES: Generate end of the day report and email On 05/10/2013 01:32 PM, Diaulas Castro wrote: > Sounds good, will look. > > Btw i tested again subscription/Dashboard... on outlook that mail looks weird. > > Dashboard : http://postimg.org/image/4mwn115kn/ > My bash : http://postimg.org/image/yfmlp9307/ You don't mention your RT version, but I believe it's better in a recent 4.0 release. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training From trs at bestpractical.com Fri May 10 17:02:21 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 10 May 2013 14:02:21 -0700 Subject: [rt-users] RES: RES: RES: RES: Generate end of the day report and email In-Reply-To: <3B9178D874F56F47B616AB50C01F7B7791A4A39D@GRXPRD8011MB606.lamprd80.prod.outlook.com> References: <1368175668.17358.YahooMailNeo@web172602.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A49EA3@GRXPRD8011MB606.lamprd80.prod.outlook.com> <518D2615.5030905@bestpractical.com> <3B9178D874F56F47B616AB50C01F7B7791A4A046@GRXPRD8011MB606.lamprd80.prod.outlook.com> <518D3658.2040703@bestpractical.com> <3B9178D874F56F47B616AB50C01F7B7791A4A374@GRXPRD8011MB606.lamprd80.prod.outlook.com> <518D5C51.20207@bestpractical.com> <3B9178D874F56F47B616AB50C01F7B7791A4A39D@GRXPRD8011MB606.lamprd80.prod.outlook.com> Message-ID: <518D605D.9060000@bestpractical.com> On 05/10/2013 01:49 PM, Diaulas Castro wrote: > Hi Thomas, > Its 4.0.1 Yeah, upgrading should make the dashboard mails look better in Outlook. You can find the specific release by looking through our release notes: http://bestpractical.com/rt/release-notes/ Regardless, coming up to the latest 4.0.12 is worth it. From tarminuscf at gmail.com Fri May 10 19:45:36 2013 From: tarminuscf at gmail.com (Andy Lee) Date: Fri, 10 May 2013 16:45:36 -0700 Subject: [rt-users] logic of email transaction on RT Message-ID: Hi, I'm just wondering where is the logic stored for when a user replies to an email that was generated by RT. How does RT know that particular comment replied via email goes to a particular ticket number? Where is that logic stored and is it modifiable? Thanks! Andy -------------- next part -------------- An HTML attachment was scrubbed... URL: From asanka_gunasekera at yahoo.co.uk Fri May 10 22:25:54 2013 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Sat, 11 May 2013 03:25:54 +0100 (BST) Subject: [rt-users] Generate end of the day report and email In-Reply-To: <15DF9116EFA72B41BA18ECC2ABD870F5037949E6DB@uslaxmail02> References: <1368175668.17358.YahooMailNeo@web172602.mail.ir2.yahoo.com> <15DF9116EFA72B41BA18ECC2ABD870F5037949E6DB@uslaxmail02> Message-ID: <1368239154.44561.YahooMailNeo@web172603.mail.ir2.yahoo.com> Thank you Andrew Best Regards ________________________________ From: Andrew Marosi To: "rt-users at lists.bestpractical.com" Sent: Friday, 10 May 2013, 20:49 Subject: Re: [rt-users] Generate end of the day report and email I would setup a search the way you want, save it, then add it to a dashboard.? Then you can setup subscriptions on it to whomever you like, at whatever interval you like.? This is assuming you have setup all the necessary contab lines outlined in the initial installation. ? From:rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Asanka Gunasekera Sent: Friday, May 10, 2013 1:48 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Generate end of the day report and email ? Hi, is there any way to auto generate end of the day report and emal this to management (all open, all new etc) ? I am using RT4 and oracle database on redhat ? Thanks and Regards -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From asanka_gunasekera at yahoo.co.uk Fri May 10 22:26:27 2013 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Sat, 11 May 2013 03:26:27 +0100 (BST) Subject: [rt-users] RES: Generate end of the day report and email In-Reply-To: <3B9178D874F56F47B616AB50C01F7B7791A49EA3@GRXPRD8011MB606.lamprd80.prod.outlook.com> References: <1368175668.17358.YahooMailNeo@web172602.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A49EA3@GRXPRD8011MB606.lamprd80.prod.outlook.com> Message-ID: <1368239187.98508.YahooMailNeo@web172601.mail.ir2.yahoo.com> Thank you Diaulas, this looks neet Bet Regards ________________________________ From: Diaulas Castro To: "rt-users at lists.bestpractical.com" Sent: Friday, 10 May 2013, 21:42 Subject: [rt-users] RES: Generate end of the day report and email Made this bash script to accomplish using RT CLI. ? Just customize ?From:?,? To:? and ?Status? search in rt ls command and schedule on crontab. ? This script will list all tickets and mail fields to temp file after that a while loop will add html tags (tables and rows) trough command sed, so I got a nice looking mail report. (http://postimg.org/image/yfmlp9307/) ? ? If you want to color the rows use this before sendmail command: ? ? sed -i -e '/Nobody/s/D2EAF1/CCCCCC/g'????????? $MAIL ? sed -i -e '/diaulas.castro/s/D2EAF1/6FCCFF/g'?? $MAIL ????This will change all tickets by nobody to gray and Diaulas.castro to light blue ? ? PS: I know! RT-CRONTOOL exist, but I m not perl expert.. =( ? ? ? #################################### export RTORDERBY=owner ? MAIL=/tmp/rel_todos_tickets_abertos.sh.mail echo "From: MY_TICKET at MY_DOMAIN.COM "??????????????? > $MAIL echo "To: DIRECTORS at MYDOMAIN.COM"???? >> $MAIL echo "MIME-Version: 1.0"??????????????????????????????? >> $MAIL echo 'Content-type: text/html; charset=iso-8859-1'????? >> $MAIL echo " boundary=`date +%s`/rt.MY.DOMAIN.COM"???? >> $MAIL echo "Subject: All open Tickets:$(date +%d/%m/%y)"?????? >> $MAIL echo ""???????????????????????????????????????????????? >> $MAIL echo ""?????????????????????????????????????????? >> $MAIL echo ""?????????????????????????????????????????? >> $MAIL echo ""????????????????????????????????????????? >> $MAIL echo ""?????????????????????????????????????????? >> $MAIL echo "" >> $MAIL echo "">>??????????????????????????????????????? $MAIL ? /usr/bin/rt ls "Status != resolved AND Status != report AND Status != plantao AND Status != stalled" -f id,subject,queue,status,owner,lastupdated |iconv -f UTF-8 -t ISO8859-1 > /tmp/rel.tmp while read line ; do ? echo? "/g" ? done < /tmp/rel.tmp >> $MAIL ? echo "
$line
">> $MAIL echo ""????????????????????????????????????????? >> $MAIL echo ""????????????????????????????????????????? >> $MAIL ? /usr/sbin/sendmail -t < $MAIL ? ? ? De:rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Asanka Gunasekera Enviada em: sexta-feira, 10 de maio de 2013 05:48 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] Generate end of the day report and email ? Hi, is there any way to auto generate end of the day report and emal this to management (all open, all new etc) ? I am using RT4 and oracle database on redhat ? Thanks and Regards -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From p.osiczko at tetrapyloctomy.org Sat May 11 03:21:53 2013 From: p.osiczko at tetrapyloctomy.org (Pawel Osiczko) Date: Sat, 11 May 2013 01:21:53 -0600 Subject: [rt-users] Issues with upgrade from 4.0.10 to 4.0.12 Message-ID: <62D95B64-EB6E-4688-B19A-67B63D363FAA@tetrapyloctomy.org> Hello, I'm having problems upgrading RT from 4.0.10 to 4.0.12 on Centos 6.4. After the upgrade (testdeps ran as was database-upgrade etc), apache complains that: Can't use string ("") as a subroutine ref while "strict refs" in use at /www/apps/rt/sbin/../lib/RT/Interface/Web/Handler.pm line 328.\n Perl has been recently upgraded via perl-5.10.1-131. Anybody else seeing this issue? Any hints as how to fix it? Thanks, Pawel From p.osiczko at tetrapyloctomy.org Sat May 11 20:41:14 2013 From: p.osiczko at tetrapyloctomy.org (Pawel Osiczko) Date: Sat, 11 May 2013 18:41:14 -0600 Subject: [rt-users] SOLVED: Issues with upgrade from 4.0.10 to 4.0.12 In-Reply-To: <62D95B64-EB6E-4688-B19A-67B63D363FAA@tetrapyloctomy.org> References: <62D95B64-EB6E-4688-B19A-67B63D363FAA@tetrapyloctomy.org> Message-ID: The issue turned up to be the apache/mod_perl misconfiguration. Setting handler to modperl instead of perl-script fixed the issue. --p On May 11, 2013, at 1:21 AM, Pawel Osiczko wrote: > Hello, > > I'm having problems upgrading RT from 4.0.10 to 4.0.12 on Centos 6.4. After the upgrade (testdeps ran as was database-upgrade etc), apache complains that: > > Can't use string ("") as a subroutine ref while "strict refs" in use at /www/apps/rt/sbin/../lib/RT/Interface/Web/Handler.pm line 328.\n > > Perl has been recently upgraded via perl-5.10.1-131. Anybody else seeing this issue? Any hints as how to fix it? > > Thanks, > > Pawel > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training From diaulas.castro at intersolution.inf.br Sat May 11 20:50:47 2013 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Sun, 12 May 2013 00:50:47 +0000 Subject: [rt-users] RES: RES: RES: RES: RES: Generate end of the day report and email In-Reply-To: <518D605D.9060000@bestpractical.com> References: <1368175668.17358.YahooMailNeo@web172602.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A49EA3@GRXPRD8011MB606.lamprd80.prod.outlook.com> <518D2615.5030905@bestpractical.com> <3B9178D874F56F47B616AB50C01F7B7791A4A046@GRXPRD8011MB606.lamprd80.prod.outlook.com> <518D3658.2040703@bestpractical.com> <3B9178D874F56F47B616AB50C01F7B7791A4A374@GRXPRD8011MB606.lamprd80.prod.outlook.com> <518D5C51.20207@bestpractical.com> <3B9178D874F56F47B616AB50C01F7B7791A4A39D@GRXPRD8011MB606.lamprd80.prod.outlook.com> <518D605D.9060000@bestpractical.com> Message-ID: <3B9178D874F56F47B616AB50C01F7B7791A4A8A5@GRXPRD8011MB606.lamprd80.prod.outlook.com> Hi Thomas, Will upgrade soon, saw in 4.0.X old changelog some iCal improvements, just waiting my boss to ask for more RT x Outlook integration so I can have excuse to upgrade. Was on my plan when I saw that changelog. -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Thomas Sibley Enviada em: sexta-feira, 10 de maio de 2013 18:02 Para: rt-users at lists.bestpractical.com Assunto: Re: [rt-users] RES: RES: RES: RES: Generate end of the day report and email On 05/10/2013 01:49 PM, Diaulas Castro wrote: > Hi Thomas, > Its 4.0.1 Yeah, upgrading should make the dashboard mails look better in Outlook. You can find the specific release by looking through our release notes: http://bestpractical.com/rt/release-notes/ Regardless, coming up to the latest 4.0.12 is worth it. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training From sergio.mesquitaa at gmail.com Mon May 13 05:06:46 2013 From: sergio.mesquitaa at gmail.com (Sergio Mesquita) Date: Mon, 13 May 2013 10:06:46 +0100 Subject: [rt-users] ContentType LIKE Message-ID: Hello guys! I?m using RT System 4.0.10. When I try to use search criteria ? ContentType LIKE, this allways give me an error.... I try to use this, because I have a lot of tickets, but when I try to search something on the Content this don?t work. The search from subject ot ticket number works fine. -- Cumprimentos/Mit freundlichen Gruss/Best Regards Sergio Mesquita Phone: e-mail:sergio.mesquitaa at gmail.com www.gmail.com ------------------------------------------------------------------------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: From meugeniamg at gmail.com Mon May 13 05:59:36 2013 From: meugeniamg at gmail.com (=?ISO-8859-1?Q?M=AA_Eugenia_Moreno?=) Date: Mon, 13 May 2013 10:59:36 +0100 Subject: [rt-users] tmp directory consuming all my disk space Message-ID: Hi all, I am using rt-4.0.10 with apache and I just realized that apache is creating a bunch of directories and files like zOBPrM6MZE, yvO466rLPh, ... in /tmp directory which are filling up my disk space. Is it safe to remove all this temporary files/directories? is there a way to tell RT to remove this tmp files periodically? I hope someone can help. Thanks, Maria -------------- next part -------------- An HTML attachment was scrubbed... URL: From dave at goodchoice.it Mon May 13 09:59:27 2013 From: dave at goodchoice.it (David Lane (IT Support)) Date: Mon, 13 May 2013 14:59:27 +0100 Subject: [rt-users] rt-email-dashboards CRON strange error Debian RT 4.0.7 Message-ID: Hi everyone, trying to get cron working (as root at the moment) - interestingly if i reboot the server i get it to work once.. Not really sure how to troubleshoot this one as rt-email-dashboards --dryrun --all works fine as does email for RT normally... Now I have a couple of other issue which could be unrelated (1) admins get copies of their own admincc messages (2) help-comment at domain.com is ignored and email comments are taken as correspondance [Mon May 13 13:00:08 2013] [error]: Can't locate object method "err_headers_out" via package "RT::Dashboard::FakeRequest" at /usr/share/request-tracker4/lib/RT/Interface/Web.pm line 891, line 1000. (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209) [Mon May 13 13:00:08 2013] [error]: Caught exception: An internal RT error has occurred. Your administrator can find more details in RT's log files. (/usr/share/request-tracker4/lib/RT/Dashboard/Mailer.pm:117) the problem seems to be above this as command line produces same results but... crontab 0 0 * * * /usr/sbin/rt-email-digest -m daily 0 0 * * 0 /usr/sbin/rt-email-digest -m weekly 0 * * * * /usr/sbin/rt-email-dashboards 0 3 * * * /usr/bin/rt-crontool --search RT::Search::FromSQL \ --search-arg Created < '2 days ago' AND Created > '3 days ago'" \ --action RT::Action::RecordComment --template 'Unowned tickets' 0 * * * * /usr/bin/rt-crontool \ --search RT::Search::ActiveTicketsInQueue --search-arg general \ --action RT::Action::EscalatePriority -- David Lane Director GoodChoice.IT Ltd We reward successful referrals W: www.goodchoice.it E: dave at goodchoice.it T: 020 8099 5540 -- David Lane Director GoodChoice.IT Ltd We reward successful referrals W: www.goodchoice.it E: dave at goodchoice.it T: 020 8099 5540 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon May 13 12:31:15 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 13 May 2013 20:31:15 +0400 Subject: [rt-users] tmp directory consuming all my disk space In-Reply-To: References: Message-ID: On Mon, May 13, 2013 at 1:59 PM, M? Eugenia Moreno wrote: > Hi all, > > I am using rt-4.0.10 with apache and I just realized that apache is > creating a bunch of directories and files like zOBPrM6MZE, yvO466rLPh, > ... in /tmp directory which are filling up my disk space. > > Is it safe to remove all this temporary files/directories? is there a way > to tell RT to remove this tmp files periodically? > We treat such situations as a bug and fix them. Can you show us your RT site config (w/o passwords)? > > I hope someone can help. > > Thanks, > Maria > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon May 13 12:32:48 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 13 May 2013 20:32:48 +0400 Subject: [rt-users] ContentType LIKE In-Reply-To: References: Message-ID: On Mon, May 13, 2013 at 1:06 PM, Sergio Mesquita wrote: > I?m using RT System 4.0.10. When I try to use search criteria ? > ContentType LIKE, this allways give me an error.... Nobody would help you without the error you see and search query you use. -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon May 13 12:49:50 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 13 May 2013 20:49:50 +0400 Subject: [rt-users] logic of email transaction on RT In-Reply-To: References: Message-ID: On Sat, May 11, 2013 at 3:45 AM, Andy Lee wrote: > Hi, I'm just wondering where is the logic stored for when a user > replies to an email that was generated by RT. > > How does RT know that particular comment replied via email > goes to a particular ticket number? > > Where is that logic stored and is it modifiable? Thanks! > > Modifiable, see RepliesToResolved extension from CPAN. It's simple, but teach you all you need. > Andy > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon May 13 12:52:27 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 13 May 2013 20:52:27 +0400 Subject: [rt-users] Modify email and ticket subject for tickets created from email In-Reply-To: <4799c249474f4b0283eeb618f0d27bea@BY2PR04MB126.namprd04.prod.outlook.com> References: <4799c249474f4b0283eeb618f0d27bea@BY2PR04MB126.namprd04.prod.outlook.com> Message-ID: On Fri, May 10, 2013 at 10:40 PM, Don Smitheimer < don.smitheimer at oss.tgs-solutions.com> wrote: > Hi All,**** > > ** ** > > I managed to get this working pretty well, but I would like to know if > there?s a smarter way to implement it.**** > > ** ** > > I have RT4.**** > > ** ** > > Here?s the overview:**** > > We have attempted to adopt a standard email subject format of the form: > ?Env|Sev|Msg|Tickets,? where Env is environment and can be Prod, SIT, etc.; > Sev stands for Severity and can be of the form Sev-1, Sev-2, etc; Msg is > the actual subject, and Tickets is a comma-separated string of tickets > where the RT ticket will be the first.**** > > ** ** > > The plan was to send an email to RT with the first 3 fields completed, RT > will create the ticket and append the ticket number tag to the subject, > such that subsequent emails will be captured by RT in the ticket.**** > > ** ** > > It works on my RT sandbox. I created a scrip and template to change the > ticket subject and email subject. The perl code does more than just append > the tag. I have logic to check for abbreviations for the different > environments (such as using prd vs PROD), and using sev1 rather than Sev-1, > etc.**** > > ** ** > > Since the logic to change the subject for both the email and the ticket is > basically the same, I need to maintain essentially the same code in both > places. **** > > ** ** > > My question: is there a smarter or better way to make this work?**** > > ** ** > > Please note: I want to expand the requirement to change a ticket?s custom > fields based on subject contents. For example, if the subject has PROD, I > want to automatically set the environment custom field to PROD.**** > > ** > Have you looked at ExtractCustomFieldValues extension? > ** > > Thanks much,**** > > Don**** > > ** ** > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon May 13 12:54:22 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 13 May 2013 20:54:22 +0400 Subject: [rt-users] Multiple attachments In-Reply-To: <518D29CB.6070707@bestpractical.com> References: <518CE419.9050400@eltoma-offshore.com> <518D29CB.6070707@bestpractical.com> Message-ID: Internal Server Error means that you have something in apache's log. On Fri, May 10, 2013 at 9:09 PM, Thomas Sibley wrote: > On 05/10/2013 05:12 AM, Alexander Kucheryuk wrote: > > Hi! > > I am running 4.0.12. Adding multiple attachment is not working. I can > > add one attachment (to ticket) and everything is fine. If I click "add > > more files", I get redirected to "Internal Server Error" page. My > > logging level is set to debug, however, nothing shows up in logs. This > > is NOT self service. > > Can't reproduce this locally on 4.0.12. If there's an internal sever > error, then there *must* be some sort of logs. Perhaps you're not > looking in the right place? > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Mon May 13 13:03:01 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 13 May 2013 10:03:01 -0700 Subject: [rt-users] rt-email-dashboards CRON strange error Debian RT 4.0.7 In-Reply-To: References: Message-ID: <51911CC5.2010502@bestpractical.com> On 05/13/2013 06:59 AM, David Lane (IT Support) wrote: > Now I have a couple of other issue which could be unrelated (1) admins > get copies of their own admincc messages There is a $NotifyActor site-wide config option and a per-user preference. > (2) help-comment at domain.com > is ignored and email comments are taken > as correspondance You didn't show your /etc/aliases file, but I expect you have help-comment to run rt-mailgate --action correspond instead of --action comment. > [Mon May 13 13:00:08 2013] [error]: Can't locate object method > "err_headers_out" via package "RT::Dashboard::FakeRequest" at > /usr/share/request-tracker4/lib/RT/Interface/Web.pm line 891, > line 1000. (/usr/share/request-tracker4/lib/RT/Interface/Web/Handler.pm:209) > [Mon May 13 13:00:08 2013] [error]: Caught exception: An internal RT > error has occurred. Your administrator can find more details in RT's > log files. (/usr/share/request-tracker4/lib/RT/Dashboard/Mailer.pm:117) Upgrade to RT 4.0.9. This was first fixed in that version. From diaulas.castro at intersolution.inf.br Mon May 13 13:45:05 2013 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Mon, 13 May 2013 17:45:05 +0000 Subject: [rt-users] RES: Problems with msmtp In-Reply-To: <518AF3A6.9030806@sincronismotelecom.com> References: <518AF3A6.9030806@sincronismotelecom.com> Message-ID: <3B9178D874F56F47B616AB50C01F7B7791A4B72F@GRXPRD8011MB606.lamprd80.prod.outlook.com> Hi Wagner, Try to use a real MTA like postfix or sendmail, if you have any error your mail wont be lost since MTA will retry. BTW, How are you creating those tickets? Your logs show us that don't have any recipients but I think its from Scrip3 Notify AdminCC On Create That line show that your mails was delivered, look at SPAM/Junk folder May 8 21:01:04 RT RT: sent To: wagner at sincronismotelecom.com (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:315) PS: I don't have experience with msmtp or ssmtp, so this is my guess to hep you. PS: Saw in your signature and im near you, Pacaembu too. De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Wagner Enviada em: quarta-feira, 8 de maio de 2013 21:54 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] Problems with msmtp Hello List, I'm new here, I'm trying to install the RT 3.8 but am having problems with sending emails. Configuration RT_SiteConfig.pm: Set($SendmailPath , "/etc/request-tracker3.8/msmtp_wrapper.sh"); Set($RTAddressRegexp , '^help(-comment)?\@(help|admin)\.(example\.org|ourother\.domain\.com)$'); Set($rtname, 'rt.RT'); Set($Organization, 'RT'); Set($CorrespondAddress , 'rt at RT'); Set($CommentAddress , 'rt-comment at RT'); Set($WebPath , "/rt"); Set($WebBaseURL , "http://RT"); Set($DatabaseType, $typemap{mysql} || "UNKNOWN"); Set($DatabaseHost, 'localhost'); Set($DatabasePort, ''); Set($DatabaseUser , 'rtuser'); Set($DatabasePassword , '*********'); Configuration msmtp.conf: defaults logfile /var/log/msmtp.log account default host smtp.gmail.com port 587 protocol smtp tls on tls_certcheck off auth on user suporte at sincronimotelecom.com password ******** auto_from on Error: syslog: May 8 21:01:04 RT RTmailer: CALL /usr/bin/msmtp -nt -oi -t RETURNED 78 May 8 21:01:04 RT RT: > sent To: wagner at sincronismotelecom.com (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:315) May 8 21:01:04 RT RT: > #47/306 - Scrip 4 On Create Notify AdminCcs (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:284) May 8 21:01:04 RT RT: > No recipients found. Not sending. (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:382) May 8 21:01:04 RT RT: Ticket 47 created in queue 'General' by Wagner (/usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm:671) May 8 21:02:26 RT RT: > #48/312 - Scrip 3 On Create Autoreply To Requestors (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:284) msmtp.log: exitcode=EX_UNAVAILABLE Changing the condigura??o msmtp.conf for: defaults logfile /var/log/msmtp.log account default host smtp.gmail.com port 465 protocol smtp auth on tls on tls_starttls on tls_trust_file /etc/ssl/certs/ca-certificates.crt #tls_trust_file /etc/ssl/certs/Equifax_Secure_CA.pem user suporte at sincronimotelecom.com password ******** auto_from on Error: syslog: time_out Or Changing condigura??o the msmtp.conf for: defaults logfile /var/log/msmtp.log account default host smtp.gmail.com port 587 protocol smtp auth on tls on tls_starttls on tls_trust_file /etc/ssl/certs/ca-certificates.crt #tls_trust_file /etc/ssl/certs/Equifax_Secure_CA.pem user suporte at sincronimotelecom.com password ******** auto_from on Error: syslog: May 8 21:17:28 RT RT: > #50/326 - Scrip 3 On Create Autoreply To Requestors (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:284) May 8 21:17:28 RT RT: > sent To: wagner at sincronismotelecom.com (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:315) May 8 21:17:28 RT RT: > #50/326 - Scrip 4 On Create Notify AdminCcs (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:284) May 8 21:17:28 RT RT: > No recipients found. Not sending. (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:382) May 8 21:17:28 RT RT: Ticket 50 created in queue 'General' by Wagner (/usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm:671) msmtp.log: May 08 21:07:28 host=smtp.gmail.com tls=off auth=on user=suporte at sincronimotelecom.com from=www-data recipients=wagner at sincronismotelecom.com errormsg='the server sent an empty reply' exitcode=EX_PROTOCOL Please help me. -- Wagner Mazuchi de Lima Junior 11 3323-5550 wagner at sincronismotelecom.com www.sincronismo.com.br Rua T?cito de Almeida, n? 196 01251-010 - Pacaembu - S?o Paulo - SP -------------- next part -------------- An HTML attachment was scrubbed... URL: From darin at darins.net Mon May 13 14:00:59 2013 From: darin at darins.net (Darin Perusich) Date: Mon, 13 May 2013 14:00:59 -0400 Subject: [rt-users] using rt command line to check whether a queue exists Message-ID: Hello All, I've been playing around w/scripting the creation of queues and haven't been able to figure this out. How do I use the rt command line tool to list whether a queue exists or not? 'rt ls -t queue "name = queue1"' throws unsupported object, "rt list -q queue1" lists the tickets. Ideally a command that throw's an exit code, 0=true or 1=false, would be great but I can work w/whatever output. Thanks! -- Later, Darin From bwiese at ElementPS.com Mon May 13 14:02:18 2013 From: bwiese at ElementPS.com (Brent Wiese) Date: Mon, 13 May 2013 18:02:18 +0000 Subject: [rt-users] Playing WAV file attachment from RT ticket Message-ID: <910CDE054EF7D24DBCA89A2EF88A404E3785D4F2@phxmain-exmbx10> >From time to time we have users forward voicemails to our RT4 system. If an agent right-clicks and saves the file, then opens it, it launches media player fine and they can hear it. But, if you just click the attachment, it'll open media player, but error out. It looks like what happens is media player is actually trying to go to the URL of the attachment. This fails because of authentication. I can see that in the apache logs. Is there any way to force this to work properly? Maybe force download of the file before launching media player? Turn off authentication for wav attachment URL's if the player matches media player? Thanks, Brent -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Mon May 13 15:14:11 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 13 May 2013 12:14:11 -0700 Subject: [rt-users] using rt command line to check whether a queue exists In-Reply-To: References: Message-ID: <51913B83.3090705@bestpractical.com> On 05/13/2013 11:00 AM, Darin Perusich wrote: > Hello All, > > I've been playing around w/scripting the creation of queues and > haven't been able to figure this out. How do I use the rt command line > tool to list whether a queue exists or not? 'rt ls -t queue "name = > queue1"' throws unsupported object, "rt list -q queue1" lists the > tickets. ls/list is for tickets only. You want "show": rt show queue/FooBar rt show queue/13 rt show -t queue "Foo Bar" From kevin.comer at veracitypayments.com Mon May 13 15:22:10 2013 From: kevin.comer at veracitypayments.com (Kevin) Date: Mon, 13 May 2013 12:22:10 -0700 (PDT) Subject: [rt-users] RT at a Glance error after upgrade from 4.011 to 4.0.12 Message-ID: <1368472930897-53829.post@n7.nabble.com> After upgrade from 4.0.11 to 4.0.12 I get these errors in the rt.log when access RT at a Glance from the Modify users page and from the Tools > Configuration > Global > RT at a Glance menus. This is only occurring under root as all users do not have access to the tools or user menus Error on screen when trying to access RT at a Glance from the webui "An internal RT error has occurred. Your administrator can find more details in RT's log files." I have the mod_perl set, not a change for us since we were using it before the upgrade. below is errors from rt4/var/log. System_Configuration.html [Mon May 13 17:41:52 2013] [error]: Can't call method "Content" on an undefined value at /opt/rt4/share/html/Admin/Users/MyRT.html line 96. Stack: [/opt/rt4/share/html/Admin/Users/MyRT.html:96] [/opt/rt4/share/html/Admin/autohandler:49] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:634] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) and this error Stack: [/opt/rt4/share/html/Admin/Global/MyRT.html:69] [/opt/rt4/share/html/Admin/autohandler:49] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:634] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) [Mon May 13 17:59:59 2013] [error]: Can't call method "Content" on an undefined value at /opt/rt4/share/html/Admin/Global/MyRT.html line 69, line 1662. mysql> select -> id, Name, Description, ObjectType, ObjectId from Attributes -> where ObjectType='RT::System'; +----+-----------------------------+-------------------------------------+------------+----------+ | id | Name | Description | ObjectType | ObjectId | +----+-----------------------------+-------------------------------------+------------+----------+ | 1 | QueueCacheNeedsUpdate | 0 | RT::System | 1 | | 2 | Search - My Tickets | [_1] highest priority tickets I own | RT::System | 1 | | 3 | Search - Unowned Tickets | [_1] newest unowned tickets | RT::System | 1 | | 4 | Search - Bookmarked Tickets | Bookmarked Tickets | RT::System | 1 | | 5 | HomepageSettings | HomepageSettings | RT::System | 1 | | 9 | SavedSearch | [_1] My Tickets | RT::System | 1 | | 12 | SavedSearch | My Request | RT::System | 1 | | 14 | UserLogo | User-provided logo | RT::System | 1 | +----+-----------------------------+-------------------------------------+------------+----------+ 8 rows in set (0.00 sec) mysql> select id, Name, Created, LastUpdated from Users where Name in -> ('RT_System', 'Nobody', 'root'); +----+-----------+---------------------+---------------------+ | id | Name | Created | LastUpdated | +----+-----------+---------------------+---------------------+ | 1 | RT_System | 2013-01-10 21:07:52 | 2013-01-10 21:07:52 | | 6 | Nobody | 2013-01-10 21:07:52 | 2013-01-10 21:07:52 | | 12 | root | 2013-01-10 21:07:52 | 2013-01-14 13:37:29 | +----+-----------+---------------------+---------------------+ 3 rows in set (0.00 sec) mysql> select id, Domain, Type, Created, LastUpdated from Groups where Type in -> ('Everyone', 'Privileged', 'Unprivileged'); +----+----------------+--------------+---------------------+---------------------+ | id | Domain | Type | Created | LastUpdated | +----+----------------+--------------+---------------------+---------------------+ | 3 | SystemInternal | Everyone | 2013-01-10 21:07:52 | 2013-01-10 21:07:52 | | 4 | SystemInternal | Privileged | 2013-01-10 21:07:52 | 2013-01-10 21:07:52 | | 5 | SystemInternal | Unprivileged | 2013-01-10 21:07:52 | 2013-01-10 21:07:52 | +----+----------------+--------------+---------------------+---------------------+ 3 rows in set (0.00 sec) -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-at-a-Glance-error-after-upgrade-from-4-011-to-4-0-12-tp53829.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From darin at darins.net Mon May 13 15:28:53 2013 From: darin at darins.net (Darin Perusich) Date: Mon, 13 May 2013 15:28:53 -0400 Subject: [rt-users] using rt command line to check whether a queue exists In-Reply-To: <51913B83.3090705@bestpractical.com> References: <51913B83.3090705@bestpractical.com> Message-ID: On Mon, May 13, 2013 at 3:14 PM, Thomas Sibley wrote: > On 05/13/2013 11:00 AM, Darin Perusich wrote: >> Hello All, >> >> I've been playing around w/scripting the creation of queues and >> haven't been able to figure this out. How do I use the rt command line >> tool to list whether a queue exists or not? 'rt ls -t queue "name = >> queue1"' throws unsupported object, "rt list -q queue1" lists the >> tickets. > > ls/list is for tickets only. You want "show": > > rt show queue/FooBar > rt show queue/13 > rt show -t queue "Foo Bar" > Excellent...thanks! From kirby at umbc.edu Mon May 13 17:02:59 2013 From: kirby at umbc.edu (Joe Kirby) Date: Mon, 13 May 2013 17:02:59 -0400 Subject: [rt-users] Want to pass a CF value to a child ticket in a different queue In-Reply-To: References: <40322DDE-EEC8-46AC-BEB9-C9C62F07DADE@umbc.edu> Message-ID: <12185BBE-53B5-42B8-94D6-8A471E8AA4D3@umbc.edu> Rus Thank you so much. I had not seen this info before and it did solve my issue. Not being a programmer did challenge me on how to relate the actual value but more searching proved fruitful. Thanks you again very much. BTW, here is the final template that works great! ===Create-Ticket: Financial Aid and Scholarships - Referral Subject: Referral to Counselor from Walk-In:{$Tickets{'TOP'}->Subject} Referred-To-By: {$Tickets{'TOP'}->Id} Queue: Financial Aid and Scholarships - Referral InitialPriority: 99 FinalPriority: 99 Requestor: {$Tickets{'TOP'}->RequestorAddresses} FAID-Last-Name-Grouping-Web: {$Tickets{'TOP'}->FirstCustomFieldValue('FAID-Last-Name-Grouping-Web')} Content: This request is a referral from a walk-in customer for Financial Aid and Scholarships. The initial ticket has been closed but linked to this ticket for any pertinent information ENDOFCONTENT Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu On May 9, 2013, at 4:53 PM, Ruslan Zakirov wrote: > On Thu, May 9, 2013 at 5:13 AM, Joe Kirby wrote: > Below is a template that works great for creating a child ticket automatically > > ===Create-Ticket: Financial Aid and Scholarships - Referral > Subject: Referral to Counselor from Walk-In::{$Tickets{'TOP'}->Subject} > Referred-To-By: {$Tickets{'TOP'}->Id} > Queue: Financial Aid and Scholarships - Referral > InitialPriority: 99 > FinalPriority: 99 > Requestor: {$Tickets{'TOP'}->RequestorAddresses} > Content: This request is a referral from a walk-in customer for Financial Aid and Scholarships. The initial ticket has been closed but linked to this ticket for any pertinent information > ENDOFCONTENT > > I have searched the wiki looking for an example of how I can pass a custom field value from a parent to the child. > > I was hoping if I assigned the custom fields to both queues, the parent and the child queues, then I could pass the value from the parent to the child via this template. > > Can anyone suggest a solution. > > Have you looked at documentation? > > http://bestpractical.com/rt/docs/latest/RT/Action/CreateTickets.html#Acceptable-Fields > > > > Thanks > > Joe > > > > Joe Kirby , Assistant Vice President, Business Systems > Division of Information Technology (DoIT) > Support Response - http://www.umbc.edu/doit > Administration 627 > Office - 410-455-3020 > Email - kirby at umbc.edu > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > > > > -- > Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From meugeniamg at gmail.com Tue May 14 05:21:14 2013 From: meugeniamg at gmail.com (=?ISO-8859-1?Q?M=AA_Eugenia_Moreno?=) Date: Tue, 14 May 2013 10:21:14 +0100 Subject: [rt-users] tmp directory consuming all my disk space In-Reply-To: References: Message-ID: Sure! Here you are: RT_SiteConfig.pm Set($Organization, "company.com"); Set($DatabaseHost, "localhost"); Set($DatabaseRTHost, "localhost"); Set($DatabasePort, "3306"); Set($DatabaseUser, "user"); Set($DatabasePassword, "psw"); Set($DatabaseName, "rt4"); Set($DatabaseRequireSSL, undef); Set($WebBaseURL, "http://server.com:80"); Set($WebPath, ""); Set(@LexiconLanguages, qw(en)); Set($Timezone, "Europe/London"); Set($CorrespondAddress, 'correspond at gmail.com'); Set($CommentAddress, 'comment at gmail.com'); Set(%Lifecycles, default => { initial => [ 'new' ], active => [ 'open', 'stalled' ], inactive => [ 'resolved', 'rejected', 'deleted' ], defaults => { on_create => 'new', on_merge => 'resolved', approved => 'open', denied => 'rejected', reminder_on_open => 'open', reminder_on_resolve => 'resolved', }, transitions => { '' => [qw(new open resolved)], # from => [ to list ], new => [qw(open stalled resolved rejected deleted)], open => [qw(new stalled resolved rejected deleted)], stalled => [qw(new open rejected resolved deleted)], resolved => [qw(new open stalled rejected deleted)], rejected => [qw(new open stalled resolved deleted)], deleted => [qw(new open stalled rejected resolved)], }, rights => { '* -> deleted' => 'DeleteTicket', '* -> *' => 'ModifyTicket', }, actions => [ 'new -> open' => { label => 'Open It', # loc update => 'Respond', }, 'new -> resolved' => { label => 'Resolve', # loc update => 'Comment', }, 'new -> rejected' => { label => 'Reject', # loc update => 'Respond', }, 'new -> deleted' => { label => 'Delete', # loc }, 'open -> stalled' => { label => 'Stall', # loc update => 'Comment', }, 'open -> resolved' => { label => 'Resolve', # loc update => 'Comment', }, 'open -> rejected' => { label => 'Reject', # loc update => 'Respond', }, 'stalled -> open' => { label => 'Open It', # loc }, 'resolved -> open' => { label => 'Re-open', # loc update => 'Comment', }, 'rejected -> open' => { label => 'Re-open', # loc update => 'Comment', }, 'deleted -> open' => { label => 'Undelete', # loc }, ], }, # don't change lifecyle of the approvals, they are not capable to deal with # custom statuses approvals => { initial => [ 'new' ], active => [ 'open', 'stalled' ], inactive => [ 'resolved', 'rejected', 'deleted' ], defaults => { on_create => 'new', on_merge => 'resolved', reminder_on_open => 'open', reminder_on_resolve => 'resolved', }, transitions => { '' => [qw(new open resolved)], # from => [ to list ], new => [qw(open stalled resolved rejected deleted)], open => [qw(new stalled resolved rejected deleted)], stalled => [qw(new open rejected resolved deleted)], resolved => [qw(new open stalled rejected deleted)], rejected => [qw(new open stalled resolved deleted)], deleted => [qw(new open stalled rejected resolved)], }, rights => { '* -> deleted' => 'DeleteTicket', '* -> rejected' => 'ModifyTicket', '* -> *' => 'ModifyTicket', }, actions => [ 'new -> open' => { label => 'Open It', # loc update => 'Respond', }, 'new -> resolved' => { label => 'Resolve', # loc update => 'Comment', }, 'new -> rejected' => { label => 'Reject', # loc update => 'Respond', }, 'new -> deleted' => { label => 'Delete', # loc }, 'open -> stalled' => { label => 'Stall', # loc update => 'Comment', }, 'open -> resolved' => { label => 'Resolve', # loc update => 'Comment', }, 'open -> rejected' => { label => 'Reject', # loc update => 'Respond', }, 'stalled -> open' => { label => 'Open It', # loc }, 'resolved -> open' => { label => 'Re-open', # loc update => 'Comment', }, 'rejected -> open' => { label => 'Re-open', # loc update => 'Comment', }, 'deleted -> open' => { label => 'Undelete', # loc }, ], }, ); 1; 2013/5/13 Ruslan Zakirov > > > > On Mon, May 13, 2013 at 1:59 PM, M? Eugenia Moreno wrote: > >> Hi all, >> >> I am using rt-4.0.10 with apache and I just realized that apache is >> creating a bunch of directories and files like zOBPrM6MZE, yvO466rLPh, >> ... in /tmp directory which are filling up my disk space. >> >> Is it safe to remove all this temporary files/directories? is there a way >> to tell RT to remove this tmp files periodically? >> > > We treat such situations as a bug and fix them. Can you show us your RT > site config (w/o passwords)? > > > >> >> I hope someone can help. >> >> Thanks, >> Maria >> >> >> >> -- >> RT Training in Seattle, June 19-20: http://bestpractical.com/training >> > > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From guadagnino.cristiano at creval.it Tue May 14 05:31:32 2013 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Tue, 14 May 2013 09:31:32 +0000 Subject: [rt-users] Problem with mail bounce In-Reply-To: <518D2958.8000502@bestpractical.com> References: <51878007.8060707@creval.it> <518CFE3C.4050106@creval.it> <518D2958.8000502@bestpractical.com> Message-ID: <5192049B.4060209@creval.it> Thomas, thank you very much!!! This is exactly what I was looking for. Also, I am happy to know that this limitation will be removed in 4.2. Bye Cris Thomas Sibley wrote: Instead of doing the above, why don't you just keep it inside RT all along? 1) Copy text to forward into a new RT comment 2) Set the One-time Cc to the person receiving the forward 3) Uncheck all other recipients from the "Scrips and Recipients" box. This should be easier if you enable the $SimplifiedRecipients option. Then the "forward" will come from RT originally, only go to the one-time cc, and be recorded on the ticket. Any replies will end up as comments on the ticket (assuming your queue comment address and /etc/aliases is setup correctly). Less steps, less needing to go outside RT only to shove stuff back in. -- Cristiano Guadagnino Servizio Data Administration Bankadati S.I. Gruppo Credito Valtellinese Tel. +39-0342-522172 -------------- next part -------------- An HTML attachment was scrubbed... URL: From darin at darins.net Tue May 14 08:51:46 2013 From: darin at darins.net (Darin Perusich) Date: Tue, 14 May 2013 08:51:46 -0400 Subject: [rt-users] RT::Extension::QuickUpdate feature request Message-ID: Hello All, I was wanting to create a feature request for RT::Extension::QuickUpdate but there's no project for it in CPAN or way to create github issues so I'm posting it here instead. I'd like to see QuickUpdate extended to support PriorityAsString's if that extension's been enabled, or provide a configuration option to enable it. The majority of the time when setting the priority it's done via QuickUpdate, users will try and type low|meduim|high into the field, and it will unify the Priority display in the UI. -- Later, Darin From ruz at bestpractical.com Tue May 14 09:35:04 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 14 May 2013 17:35:04 +0400 Subject: [rt-users] tmp directory consuming all my disk space In-Reply-To: References: Message-ID: Hi, Can you check content of those tmp files and send head of a file? Set WebDomain instead of WebBaseURL. Otherwise your config is very simple. On Tue, May 14, 2013 at 1:21 PM, M? Eugenia Moreno wrote: > Sure! Here you are: RT_SiteConfig.pm > > Set($Organization, "company.com"); > > Set($DatabaseHost, "localhost"); > Set($DatabaseRTHost, "localhost"); > > Set($DatabasePort, "3306"); > > Set($DatabaseUser, "user"); > > Set($DatabasePassword, "psw"); > > Set($DatabaseName, "rt4"); > > Set($DatabaseRequireSSL, undef); > > Set($WebBaseURL, "http://server.com:80"); > > Set($WebPath, ""); > > Set(@LexiconLanguages, qw(en)); > > Set($Timezone, "Europe/London"); > > Set($CorrespondAddress, 'correspond at gmail.com'); > > Set($CommentAddress, 'comment at gmail.com'); > > Set(%Lifecycles, > default => { > initial => [ 'new' ], > active => [ 'open', 'stalled' ], > inactive => [ 'resolved', 'rejected', 'deleted' ], > > defaults => { > on_create => 'new', > on_merge => 'resolved', > approved => 'open', > denied => 'rejected', > reminder_on_open => 'open', > reminder_on_resolve => 'resolved', > }, > > transitions => { > '' => [qw(new open resolved)], > > # from => [ to list ], > new => [qw(open stalled resolved rejected deleted)], > open => [qw(new stalled resolved rejected deleted)], > stalled => [qw(new open rejected resolved deleted)], > resolved => [qw(new open stalled rejected deleted)], > rejected => [qw(new open stalled resolved deleted)], > deleted => [qw(new open stalled rejected resolved)], > }, > rights => { > '* -> deleted' => 'DeleteTicket', > '* -> *' => 'ModifyTicket', > }, > actions => [ > 'new -> open' => { > label => 'Open It', # loc > update => 'Respond', > }, > 'new -> resolved' => { > label => 'Resolve', # loc > update => 'Comment', > }, > 'new -> rejected' => { > label => 'Reject', # loc > update => 'Respond', > }, > 'new -> deleted' => { > label => 'Delete', # loc > }, > 'open -> stalled' => { > label => 'Stall', # loc > update => 'Comment', > }, > 'open -> resolved' => { > label => 'Resolve', # loc > update => 'Comment', > }, > 'open -> rejected' => { > label => 'Reject', # loc > update => 'Respond', > }, > 'stalled -> open' => { > label => 'Open It', # loc > }, > 'resolved -> open' => { > label => 'Re-open', # loc > update => 'Comment', > }, > 'rejected -> open' => { > label => 'Re-open', # loc > update => 'Comment', > }, > 'deleted -> open' => { > label => 'Undelete', # loc > }, > ], > }, > # don't change lifecyle of the approvals, they are not capable to deal with > # custom statuses > approvals => { > initial => [ 'new' ], > active => [ 'open', 'stalled' ], > inactive => [ 'resolved', 'rejected', 'deleted' ], > > defaults => { > on_create => 'new', > on_merge => 'resolved', > reminder_on_open => 'open', > reminder_on_resolve => 'resolved', > }, > > transitions => { > '' => [qw(new open resolved)], > > # from => [ to list ], > new => [qw(open stalled resolved rejected deleted)], > open => [qw(new stalled resolved rejected deleted)], > stalled => [qw(new open rejected resolved deleted)], > resolved => [qw(new open stalled rejected deleted)], > rejected => [qw(new open stalled resolved deleted)], > deleted => [qw(new open stalled rejected resolved)], > }, > rights => { > '* -> deleted' => 'DeleteTicket', > '* -> rejected' => 'ModifyTicket', > '* -> *' => 'ModifyTicket', > }, > actions => [ > 'new -> open' => { > label => 'Open It', # loc > update => 'Respond', > }, > 'new -> resolved' => { > label => 'Resolve', # loc > update => 'Comment', > }, > 'new -> rejected' => { > label => 'Reject', # loc > update => 'Respond', > }, > 'new -> deleted' => { > label => 'Delete', # loc > }, > 'open -> stalled' => { > label => 'Stall', # loc > update => 'Comment', > }, > 'open -> resolved' => { > label => 'Resolve', # loc > update => 'Comment', > }, > 'open -> rejected' => { > label => 'Reject', # loc > update => 'Respond', > }, > 'stalled -> open' => { > label => 'Open It', # loc > }, > 'resolved -> open' => { > label => 'Re-open', # loc > update => 'Comment', > }, > 'rejected -> open' => { > label => 'Re-open', # loc > update => 'Comment', > }, > 'deleted -> open' => { > label => 'Undelete', # loc > }, > ], > }, > ); > > 1; > > > > 2013/5/13 Ruslan Zakirov > >> >> >> >> On Mon, May 13, 2013 at 1:59 PM, M? Eugenia Moreno wrote: >> >>> Hi all, >>> >>> I am using rt-4.0.10 with apache and I just realized that apache is >>> creating a bunch of directories and files like zOBPrM6MZE, yvO466rLPh, >>> ... in /tmp directory which are filling up my disk space. >>> >>> Is it safe to remove all this temporary files/directories? is there a >>> way to tell RT to remove this tmp files periodically? >>> >> >> We treat such situations as a bug and fix them. Can you show us your RT >> site config (w/o passwords)? >> >> >> >>> >>> I hope someone can help. >>> >>> Thanks, >>> Maria >>> >>> >>> >>> -- >>> RT Training in Seattle, June 19-20: http://bestpractical.com/training >>> >> >> >> >> -- >> Best regards, Ruslan. >> > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From meugeniamg at gmail.com Tue May 14 10:21:52 2013 From: meugeniamg at gmail.com (=?ISO-8859-1?Q?M=AA_Eugenia_Moreno?=) Date: Tue, 14 May 2013 15:21:52 +0100 Subject: [rt-users] tmp directory consuming all my disk space In-Reply-To: References: Message-ID: What I have are directories like 0QMkXkZEI3 containing the following files: part-28302-1.txt part-28302-2.html part-28302-3.CSV part-28302-4.CSV part-28302-5.CSV The txt file contains the content of an email. The html file seems the same email but in html format. What is the different between using WebDomain or WebBaseURL? What is the reason to set WebDomain instead? Thanks, Maria 2013/5/14 Ruslan Zakirov > Hi, > > Can you check content of those tmp files and send head of a file? > > Set WebDomain instead of WebBaseURL. Otherwise your config is very simple. > > > On Tue, May 14, 2013 at 1:21 PM, M? Eugenia Moreno wrote: > >> Sure! Here you are: RT_SiteConfig.pm >> >> Set($Organization, "company.com"); >> >> Set($DatabaseHost, "localhost"); >> Set($DatabaseRTHost, "localhost"); >> >> Set($DatabasePort, "3306"); >> >> Set($DatabaseUser, "user"); >> >> Set($DatabasePassword, "psw"); >> >> Set($DatabaseName, "rt4"); >> >> Set($DatabaseRequireSSL, undef); >> >> Set($WebBaseURL, "http://server.com:80"); >> >> Set($WebPath, ""); >> >> Set(@LexiconLanguages, qw(en)); >> >> Set($Timezone, "Europe/London"); >> >> Set($CorrespondAddress, 'correspond at gmail.com'); >> >> Set($CommentAddress, 'comment at gmail.com'); >> >> Set(%Lifecycles, >> default => { >> initial => [ 'new' ], >> active => [ 'open', 'stalled' ], >> inactive => [ 'resolved', 'rejected', 'deleted' ], >> >> defaults => { >> on_create => 'new', >> on_merge => 'resolved', >> approved => 'open', >> denied => 'rejected', >> reminder_on_open => 'open', >> reminder_on_resolve => 'resolved', >> }, >> >> transitions => { >> '' => [qw(new open resolved)], >> >> # from => [ to list ], >> new => [qw(open stalled resolved rejected deleted)], >> open => [qw(new stalled resolved rejected deleted)], >> stalled => [qw(new open rejected resolved deleted)], >> resolved => [qw(new open stalled rejected deleted)], >> rejected => [qw(new open stalled resolved deleted)], >> deleted => [qw(new open stalled rejected resolved)], >> }, >> rights => { >> '* -> deleted' => 'DeleteTicket', >> '* -> *' => 'ModifyTicket', >> }, >> actions => [ >> 'new -> open' => { >> label => 'Open It', # loc >> update => 'Respond', >> }, >> 'new -> resolved' => { >> label => 'Resolve', # loc >> update => 'Comment', >> }, >> 'new -> rejected' => { >> label => 'Reject', # loc >> update => 'Respond', >> }, >> 'new -> deleted' => { >> label => 'Delete', # loc >> }, >> 'open -> stalled' => { >> label => 'Stall', # loc >> update => 'Comment', >> }, >> 'open -> resolved' => { >> label => 'Resolve', # loc >> update => 'Comment', >> }, >> 'open -> rejected' => { >> label => 'Reject', # loc >> update => 'Respond', >> }, >> 'stalled -> open' => { >> label => 'Open It', # loc >> }, >> 'resolved -> open' => { >> label => 'Re-open', # loc >> update => 'Comment', >> }, >> 'rejected -> open' => { >> label => 'Re-open', # loc >> update => 'Comment', >> }, >> 'deleted -> open' => { >> label => 'Undelete', # loc >> }, >> ], >> }, >> # don't change lifecyle of the approvals, they are not capable to deal >> with >> # custom statuses >> approvals => { >> initial => [ 'new' ], >> active => [ 'open', 'stalled' ], >> inactive => [ 'resolved', 'rejected', 'deleted' ], >> >> defaults => { >> on_create => 'new', >> on_merge => 'resolved', >> reminder_on_open => 'open', >> reminder_on_resolve => 'resolved', >> }, >> >> transitions => { >> '' => [qw(new open resolved)], >> >> # from => [ to list ], >> new => [qw(open stalled resolved rejected deleted)], >> open => [qw(new stalled resolved rejected deleted)], >> stalled => [qw(new open rejected resolved deleted)], >> resolved => [qw(new open stalled rejected deleted)], >> rejected => [qw(new open stalled resolved deleted)], >> deleted => [qw(new open stalled rejected resolved)], >> }, >> rights => { >> '* -> deleted' => 'DeleteTicket', >> '* -> rejected' => 'ModifyTicket', >> '* -> *' => 'ModifyTicket', >> }, >> actions => [ >> 'new -> open' => { >> label => 'Open It', # loc >> update => 'Respond', >> }, >> 'new -> resolved' => { >> label => 'Resolve', # loc >> update => 'Comment', >> }, >> 'new -> rejected' => { >> label => 'Reject', # loc >> update => 'Respond', >> }, >> 'new -> deleted' => { >> label => 'Delete', # loc >> }, >> 'open -> stalled' => { >> label => 'Stall', # loc >> update => 'Comment', >> }, >> 'open -> resolved' => { >> label => 'Resolve', # loc >> update => 'Comment', >> }, >> 'open -> rejected' => { >> label => 'Reject', # loc >> update => 'Respond', >> }, >> 'stalled -> open' => { >> label => 'Open It', # loc >> }, >> 'resolved -> open' => { >> label => 'Re-open', # loc >> update => 'Comment', >> }, >> 'rejected -> open' => { >> label => 'Re-open', # loc >> update => 'Comment', >> }, >> 'deleted -> open' => { >> label => 'Undelete', # loc >> }, >> ], >> }, >> ); >> >> 1; >> >> >> >> 2013/5/13 Ruslan Zakirov >> >>> >>> >>> >>> On Mon, May 13, 2013 at 1:59 PM, M? Eugenia Moreno >> > wrote: >>> >>>> Hi all, >>>> >>>> I am using rt-4.0.10 with apache and I just realized that apache is >>>> creating a bunch of directories and files like zOBPrM6MZE, yvO466rLPh, >>>> ... in /tmp directory which are filling up my disk space. >>>> >>>> Is it safe to remove all this temporary files/directories? is there a >>>> way to tell RT to remove this tmp files periodically? >>>> >>> >>> We treat such situations as a bug and fix them. Can you show us your RT >>> site config (w/o passwords)? >>> >>> >>> >>>> >>>> I hope someone can help. >>>> >>>> Thanks, >>>> Maria >>>> >>>> >>>> >>>> -- >>>> RT Training in Seattle, June 19-20: http://bestpractical.com/training >>>> >>> >>> >>> >>> -- >>> Best regards, Ruslan. >>> >> >> > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From darin at darins.net Tue May 14 10:32:25 2013 From: darin at darins.net (Darin Perusich) Date: Tue, 14 May 2013 10:32:25 -0400 Subject: [rt-users] making a custom field mandatory for select queues Message-ID: Hello All, It's is possible to make a custom field mandatory of selective queues? Say I have a CF called "Environment" who's values are test, development, and production which is a global CF since it may apply any queue, but only needs to be mandatory in queue XYZ. Can this be done? -- Later, Darin From ruz at bestpractical.com Tue May 14 10:35:00 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 14 May 2013 18:35:00 +0400 Subject: [rt-users] tmp directory consuming all my disk space In-Reply-To: References: Message-ID: On Tue, May 14, 2013 at 6:21 PM, M? Eugenia Moreno wrote: > What I have are directories like 0QMkXkZEI3 containing the following > files: > part-28302-1.txt > part-28302-2.html > part-28302-3.CSV > part-28302-4.CSV > part-28302-5.CSV > > The txt file contains the content of an email. The html file seems the > same email but in html format. > hm. this needs investigation. If you want this thread not to disappear in the mailing list then file a bug report to http://issues.bespractical.comwith summary and link to this thread in some online archive. What is the different between using WebDomain or WebBaseURL? What is the > reason to set WebDomain instead? > The reason is that WebDomain now is not set to correct value. http://bestpractical.com/rt/docs/latest/RT_Config.html#WebBaseURL-WebURL Thanks, > Maria > > > > > 2013/5/14 Ruslan Zakirov > >> Hi, >> >> Can you check content of those tmp files and send head of a file? >> >> Set WebDomain instead of WebBaseURL. Otherwise your config is very simple. >> >> >> On Tue, May 14, 2013 at 1:21 PM, M? Eugenia Moreno wrote: >> >>> Sure! Here you are: RT_SiteConfig.pm >>> >>> Set($Organization, "company.com"); >>> >>> Set($DatabaseHost, "localhost"); >>> Set($DatabaseRTHost, "localhost"); >>> >>> Set($DatabasePort, "3306"); >>> >>> Set($DatabaseUser, "user"); >>> >>> Set($DatabasePassword, "psw"); >>> >>> Set($DatabaseName, "rt4"); >>> >>> Set($DatabaseRequireSSL, undef); >>> >>> Set($WebBaseURL, "http://server.com:80"); >>> >>> Set($WebPath, ""); >>> >>> Set(@LexiconLanguages, qw(en)); >>> >>> Set($Timezone, "Europe/London"); >>> >>> Set($CorrespondAddress, 'correspond at gmail.com'); >>> >>> Set($CommentAddress, 'comment at gmail.com'); >>> >>> Set(%Lifecycles, >>> default => { >>> initial => [ 'new' ], >>> active => [ 'open', 'stalled' ], >>> inactive => [ 'resolved', 'rejected', 'deleted' ], >>> >>> defaults => { >>> on_create => 'new', >>> on_merge => 'resolved', >>> approved => 'open', >>> denied => 'rejected', >>> reminder_on_open => 'open', >>> reminder_on_resolve => 'resolved', >>> }, >>> >>> transitions => { >>> '' => [qw(new open resolved)], >>> >>> # from => [ to list ], >>> new => [qw(open stalled resolved rejected deleted)], >>> open => [qw(new stalled resolved rejected deleted)], >>> stalled => [qw(new open rejected resolved deleted)], >>> resolved => [qw(new open stalled rejected deleted)], >>> rejected => [qw(new open stalled resolved deleted)], >>> deleted => [qw(new open stalled rejected resolved)], >>> }, >>> rights => { >>> '* -> deleted' => 'DeleteTicket', >>> '* -> *' => 'ModifyTicket', >>> }, >>> actions => [ >>> 'new -> open' => { >>> label => 'Open It', # loc >>> update => 'Respond', >>> }, >>> 'new -> resolved' => { >>> label => 'Resolve', # loc >>> update => 'Comment', >>> }, >>> 'new -> rejected' => { >>> label => 'Reject', # loc >>> update => 'Respond', >>> }, >>> 'new -> deleted' => { >>> label => 'Delete', # loc >>> }, >>> 'open -> stalled' => { >>> label => 'Stall', # loc >>> update => 'Comment', >>> }, >>> 'open -> resolved' => { >>> label => 'Resolve', # loc >>> update => 'Comment', >>> }, >>> 'open -> rejected' => { >>> label => 'Reject', # loc >>> update => 'Respond', >>> }, >>> 'stalled -> open' => { >>> label => 'Open It', # loc >>> }, >>> 'resolved -> open' => { >>> label => 'Re-open', # loc >>> update => 'Comment', >>> }, >>> 'rejected -> open' => { >>> label => 'Re-open', # loc >>> update => 'Comment', >>> }, >>> 'deleted -> open' => { >>> label => 'Undelete', # loc >>> }, >>> ], >>> }, >>> # don't change lifecyle of the approvals, they are not capable to deal >>> with >>> # custom statuses >>> approvals => { >>> initial => [ 'new' ], >>> active => [ 'open', 'stalled' ], >>> inactive => [ 'resolved', 'rejected', 'deleted' ], >>> >>> defaults => { >>> on_create => 'new', >>> on_merge => 'resolved', >>> reminder_on_open => 'open', >>> reminder_on_resolve => 'resolved', >>> }, >>> >>> transitions => { >>> '' => [qw(new open resolved)], >>> >>> # from => [ to list ], >>> new => [qw(open stalled resolved rejected deleted)], >>> open => [qw(new stalled resolved rejected deleted)], >>> stalled => [qw(new open rejected resolved deleted)], >>> resolved => [qw(new open stalled rejected deleted)], >>> rejected => [qw(new open stalled resolved deleted)], >>> deleted => [qw(new open stalled rejected resolved)], >>> }, >>> rights => { >>> '* -> deleted' => 'DeleteTicket', >>> '* -> rejected' => 'ModifyTicket', >>> '* -> *' => 'ModifyTicket', >>> }, >>> actions => [ >>> 'new -> open' => { >>> label => 'Open It', # loc >>> update => 'Respond', >>> }, >>> 'new -> resolved' => { >>> label => 'Resolve', # loc >>> update => 'Comment', >>> }, >>> 'new -> rejected' => { >>> label => 'Reject', # loc >>> update => 'Respond', >>> }, >>> 'new -> deleted' => { >>> label => 'Delete', # loc >>> }, >>> 'open -> stalled' => { >>> label => 'Stall', # loc >>> update => 'Comment', >>> }, >>> 'open -> resolved' => { >>> label => 'Resolve', # loc >>> update => 'Comment', >>> }, >>> 'open -> rejected' => { >>> label => 'Reject', # loc >>> update => 'Respond', >>> }, >>> 'stalled -> open' => { >>> label => 'Open It', # loc >>> }, >>> 'resolved -> open' => { >>> label => 'Re-open', # loc >>> update => 'Comment', >>> }, >>> 'rejected -> open' => { >>> label => 'Re-open', # loc >>> update => 'Comment', >>> }, >>> 'deleted -> open' => { >>> label => 'Undelete', # loc >>> }, >>> ], >>> }, >>> ); >>> >>> 1; >>> >>> >>> >>> 2013/5/13 Ruslan Zakirov >>> >>>> >>>> >>>> >>>> On Mon, May 13, 2013 at 1:59 PM, M? Eugenia Moreno < >>>> meugeniamg at gmail.com> wrote: >>>> >>>>> Hi all, >>>>> >>>>> I am using rt-4.0.10 with apache and I just realized that apache is >>>>> creating a bunch of directories and files like zOBPrM6MZE, yvO466rLPh, >>>>> ... in /tmp directory which are filling up my disk space. >>>>> >>>>> Is it safe to remove all this temporary files/directories? is there a >>>>> way to tell RT to remove this tmp files periodically? >>>>> >>>> >>>> We treat such situations as a bug and fix them. Can you show us your RT >>>> site config (w/o passwords)? >>>> >>>> >>>> >>>>> >>>>> I hope someone can help. >>>>> >>>>> Thanks, >>>>> Maria >>>>> >>>>> >>>>> >>>>> -- >>>>> RT Training in Seattle, June 19-20: http://bestpractical.com/training >>>>> >>>> >>>> >>>> >>>> -- >>>> Best regards, Ruslan. >>>> >>> >>> >> >> >> -- >> Best regards, Ruslan. >> > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue May 14 11:43:26 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 14 May 2013 19:43:26 +0400 Subject: [rt-users] making a custom field mandatory for select queues In-Reply-To: References: Message-ID: Only with some hacking. On Tue, May 14, 2013 at 6:32 PM, Darin Perusich wrote: > Hello All, > > It's is possible to make a custom field mandatory of selective queues? > Say I have a CF called "Environment" who's values are test, > development, and production which is a global CF since it may apply > any queue, but only needs to be mandatory in queue XYZ. Can this be > done? > > -- > Later, > Darin > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From g.mason at fairfx.com Tue May 14 11:57:34 2013 From: g.mason at fairfx.com (saxmad) Date: Tue, 14 May 2013 08:57:34 -0700 (PDT) Subject: [rt-users] Problems upgrading from 3.9.3 In-Reply-To: <1367504461280-53710.post@n7.nabble.com> References: <1366721529051-53579.post@n7.nabble.com> <1366722244534-53580.post@n7.nabble.com> <1366722693486-53581.post@n7.nabble.com> <20130423151411.GC14158@jibsheet.com> <1366794677920-53596.post@n7.nabble.com> <1366801571799-53598.post@n7.nabble.com> <517801DD.4080808@bestpractical.com> <1366881764757-53610.post@n7.nabble.com> <1367504461280-53710.post@n7.nabble.com> Message-ID: <1368547054458-53840.post@n7.nabble.com> The need to get this upgrade working is mounting, so I have been trying various combinations of sequences of events to try and make progress. While I still get the errors as previously when trying to run # rt-setup-database-4 --action acl --dba postgres, I decided to ignore that and carry on with the upgrade. This time, I have been able to get as far as 3.9.8 before getting any errors. This is a lot further than I have ever got before, so I'm feeling slightly more encouraged that I can get this working eventually. Anyway, the error message I now get is as follows :- <..> snip <..> Processing 3.9.8 Now populating database schema. Now inserting data. [Tue May 14 15:49:07 2013] [warning]: DBD::Pg::db table_info failed: ERROR: column t.spclocation does not exist LINE 11: ...t(t.spcname) AS "pg_tablespace_name", quote_ident(t.spclocat... ^ at /usr/share/request-tracker4/etc/upgrade/3.9.8/content line 3. (/usr/share/request-tracker4/etc/upgrade/3.9.8/content:3) Couldn't finish 'upgrade' step. ERROR: One of initial functions failed: DBD::Pg::db table_info failed: ERROR: column t.spclocation does not exist LINE 11: ...t(t.spcname) AS "pg_tablespace_name", quote_ident(t.spclocat... ^ at /usr/share/request-tracker4/etc/upgrade/3.9.8/content line 3. I'm going to try Googling about this error, but any more formal and knowledgeable response would be gratefully received. Gary -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problems-upgrading-from-3-9-3-tp53543p53840.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From pete.beebe at jibeconsulting.com Tue May 14 13:31:26 2013 From: pete.beebe at jibeconsulting.com (Pete Beebe) Date: Tue, 14 May 2013 17:31:26 +0000 Subject: [rt-users] Post upgrade 3.8.5 to 4.0.12 Global->RT At A Glance error Message-ID: <56E2FD69D191694AA55549EA705DE2181A0F6930@EXCH1.JIBECONSULTING.int> >>>>Your system config page and SQL results reveal that you have duplicate copies (3 total of each record) of certain global data. This suggests your migration from MySQL to Oracle was flawed. How did you migrate, exactly? As follows: 1. Created new OEL 6.4 x64 server running Apache/Mysqld from distrib packages. Additionally installed a newer version of Perl and fought with character set issues between old and new server configurations. 2. mysqldump'd data from old server and imported into an empty rt4 mysql database on the new server 3. Upgraded mysql RT3 data to RT4 using make upgrade-database (4.0.12). 3. Prepped Oracle schema using RT 4.0.12 configuration and then truncated all tables from new schema as well as disabled constraints as prep for import. 4. Ran a perl script obtained from a user from this thread: http://requesttracker.8502.n7.nabble.com/mysql-to-oracle-migration-td34166.html. Script pretty much copies records from their mysql tables into their respective Oracle tables 5. Re-created the Oracle sequences after import. 6. Re-enabled Oracle table constraints. I could forward you a PDF of the actual upgrade steps however it's not for public digestion since it's replete with confidential data that'd be a PIA to scrub. >>>What do these queries return? select id, Name, Created, LastUpdated from Users where Name in ('RT_System', 'Nobody', 'root'); ID NAME,CREATED,LASTUPDATED 10 Nobody,6-Sep-05,6-Sep-05 1 RT_System,6-Sep-05,6-Sep-05 12 root,6-Sep-05, 4-May-13 select id, Domain, Type, Created, LastUpdated from Groups where Type in ('Everyone', 'Privileged', 'Unprivileged'); ID DOMAIN, TYPE,CREATED,LASTUPDATED 3 SystemInternal,Everyone,, 4 SystemInternal,Privileged,, 5 SystemInternal,Unprivileged,, Disclaimer: This electronic message may contain information that is Confidential or legally privileged. It is intended only for the use of the individual(s) and entity named in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material from your computer. Do not deliver, distribute or copy this message and do not disclose its contents or take any action in reliance on the information it contains. From darin at darins.net Tue May 14 15:16:08 2013 From: darin at darins.net (Darin Perusich) Date: Tue, 14 May 2013 15:16:08 -0400 Subject: [rt-users] [Announce] Puppet Request Tracker Module Message-ID: This is a cross-list post. I'd like to announce the initial release of a puppet request-tracker module, darin-rt, for managing Request Tracker. The module will install request-tracker and database packages, install request-tracker extensions (if packages are available in the repo), and create basic request-tracker queues. This is also a request for help in extending the module to support more operating systems! Currently it only supports SuSE systems, my distro of choice, so I'm hopeful people from the community who use RT and Puppet will extend this module to support a more verbose set of operating systems. If you're interested in contributing please contact me off-list and I'll help get you up to speed. Enjoy! Puppet Forge: http://forge.puppetlabs.com/darin/rt GitHub: https://github.com/deadpoint/puppet-rt Installation: puppet module install darin-rt -- Later, Darin From bwiese at ElementPS.com Tue May 14 15:25:04 2013 From: bwiese at ElementPS.com (Brent Wiese) Date: Tue, 14 May 2013 19:25:04 +0000 Subject: [rt-users] Getting a clean ticket history Message-ID: <910CDE054EF7D24DBCA89A2EF88A404E3786332A@phxmain-exmbx10> Is there a way to copy/paste, export, or some other means a ticket's entire history? I searched around the archives and didn't find anything that would work for me. I tried to forward a ticket to my email address hoping that would work, but it didn't include comments. It was also a mess of attached messages, not a single listing. I also tried installing the windows "generic / text" printer driver and the output rendered terribly (not surprising). 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URL: From trs at bestpractical.com Tue May 14 15:27:08 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 14 May 2013 12:27:08 -0700 Subject: [rt-users] Problems upgrading from 3.9.3 In-Reply-To: <1368547054458-53840.post@n7.nabble.com> References: <1366721529051-53579.post@n7.nabble.com> <1366722244534-53580.post@n7.nabble.com> <1366722693486-53581.post@n7.nabble.com> <20130423151411.GC14158@jibsheet.com> <1366794677920-53596.post@n7.nabble.com> <1366801571799-53598.post@n7.nabble.com> <517801DD.4080808@bestpractical.com> <1366881764757-53610.post@n7.nabble.com> <1367504461280-53710.post@n7.nabble.com> <1368547054458-53840.post@n7.nabble.com> Message-ID: <5192900C.2010506@bestpractical.com> On 05/14/2013 08:57 AM, saxmad wrote: > ERROR: One of initial functions failed: DBD::Pg::db table_info failed: > ERROR: column t.spclocation does not exist > LINE 11: ...t(t.spcname) AS "pg_tablespace_name", quote_ident(t.spclocat... > ^ at > /usr/share/request-tracker4/etc/upgrade/3.9.8/content line 3. What version of Pg are you running? From trs at bestpractical.com Tue May 14 15:28:25 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 14 May 2013 12:28:25 -0700 Subject: [rt-users] making a custom field mandatory for select queues In-Reply-To: References: Message-ID: <51929059.1050507@bestpractical.com> On 05/14/2013 07:32 AM, Darin Perusich wrote: > Hello All, > > It's is possible to make a custom field mandatory of selective queues? > Say I have a CF called "Environment" who's values are test, > development, and production which is a global CF since it may apply > any queue, but only needs to be mandatory in queue XYZ. Can this be > done? Depending on your definition of mandatory, the plugin RT-Extension-MandatoryOnTransition might be what you want. It lets you specify per-queue mandatoryness, but does expect that you're only requiring the CFs are filled on creation or resolution or some other particular status transition. From smackillip at idanalytics.com Tue May 14 15:12:50 2013 From: smackillip at idanalytics.com (MacKillip, Scott) Date: Tue, 14 May 2013 19:12:50 +0000 Subject: [rt-users] AD External Authentication Message-ID: <7984DE7547E8204A8A3629BDEF565DD41289FF7E@IDA025.idanalytics.net> Hello, I have a question about installing and using the Active Directory (AD)Authentication extension plug-in for RT that I hope has a straight-forward answer. I have read the mail list archives, perused the book for RT, absorbed as much information from the on-line documentation for installing and upgrading RT. The only change I want to make in RT is AD Authentication. I don't want to add new users if they don't exist in RT but do in AD (so $WebExternalAuto will be set to 0). If the user has an account in RT (set up by an RT administrator) they should still have the same functionality, just authentication is coming from AD and not the internal RT database. If the user does not have an account in AD they should be denied access. If the user does not have an account in RT, they should be directed to the self-service pages. If the user does have an account in RT, they should not notice any difference after installing the AD Authentication module. Given the above requirements, will the following steps accomplish this? 1. Install RT::Authen::ExternalAuth 2. Configure same to use LDAP 3. Set $WebExternalAuth to 0 in RT_SiteConfig.pm 4. Set $AutoCreateNonExternalUsers to 0 (I don't want to create any account in RT unless I do it myself) Are there any other RT specific set up variables that I should be considering? Anything else that I need to look at before trying this update? I appreciate the input on this topic, and am thankful that Best Practical is hosting a service such as this. Regards, Scott MacKillip Configuration Manager ID Analytics, Inc. Office: 858.312.6393 Fax: 858.451.9051 www.idanalytics.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From Albert.Shih at obspm.fr Tue May 14 16:19:29 2013 From: Albert.Shih at obspm.fr (Albert Shih) Date: Tue, 14 May 2013 22:19:29 +0200 Subject: [rt-users] CF limit size Message-ID: <20130514201929.GA9500@pcjas.obspm.fr> Hi all, I want to use RT to track and most important make a history of all infrastructure problem like power out, hardware failure etc. So what I'm intend to do is create a queue with special CF (custom field) and use the REST interface to extract information for our website. I've got a problem about the content, if I put the problem in the content of the ticket with REST it's hard to find it, and most important I can change it. So I think to put the problem in a CF, so that make very easy to find it through REST. But is they are any problem to create a CF with " large " content ? When I'm talking large is ~10-30 lines so ~500-2000 characters. Regards. JAS -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex France T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: mar 14 mai 2013 22:14:31 CEST From ppb at usc.edu Tue May 14 16:41:01 2013 From: ppb at usc.edu (Philip Brown) Date: Tue, 14 May 2013 13:41:01 -0700 Subject: [rt-users] REMOTE_USER, external auth, and email mismatching In-Reply-To: <517B0FD8.3060503@bestpractical.com> References: <02D02366050FB44A8E1446F49938E70311164C59@CH1PRD0711MB443.namprd07.prod.outlook.com> <517B0FD8.3060503@bestpractical.com> Message-ID: <5192A15D.20107@usc.edu> On 04/26/13 04:38 PM, Thomas Sibley wrote: > On 04/26/2013 02:35 PM, Philip Brown wrote: >> hi there, >> We are looking at using kerb auth and mod_auth_kerb as our external auth mechanism for RT. >> >> ... I was hoping there was potentially a way to do any of the following: >> >> a) automatically drop the @xyz from REMOTE_USER entirely >> b) autoconvert the @xyz to @real.domain >> >> c) (least preferable) have the autocreate routines, atomatically fill in @real.domain as the email address > You can accomplish (b) with these options: > http://bestpractical.com/rt/docs/latest/RT_Config.html#CanonicalizeEmailAddressMatch-CanonicalizeEmailAddressReplace > > You can also do more sophisticated munging by writing your own > RT::User::CanonicalizeUserInfo: > http://bestpractical.com/rt/docs/latest/RT/User.html#CanonicalizeUserInfo-HASH-of-ARGS > > Or you can take the easy way of (a) by setting the mod_auth_kerb config > option that Jok pointed out earlier. > Well, I'm back, now that I've had more time to follow up :) I have tried out using the KrbLocalUser tweak, and run into problems. The email field does not get filled out on autocreate of an account. I then attempted to do the fallback suggested via CanonicalizeEmailAddressMatch after removing the KrbLocalUser from my apache configs. however, the replace did not seem to have any effect. I'm still getting logged in as user at KERB.my.com rather than user at my.com for the record, I'm using a match string of '\@.*\.my.com$' and replace of '\@my.com' it's kinda odd that I cant seem to google any sample RT_Config.pm files for this' From ruz at bestpractical.com Tue May 14 16:43:08 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 15 May 2013 00:43:08 +0400 Subject: [rt-users] Problems upgrading from 3.9.3 In-Reply-To: <5192900C.2010506@bestpractical.com> References: <1366721529051-53579.post@n7.nabble.com> <1366722244534-53580.post@n7.nabble.com> <1366722693486-53581.post@n7.nabble.com> <20130423151411.GC14158@jibsheet.com> <1366794677920-53596.post@n7.nabble.com> <1366801571799-53598.post@n7.nabble.com> <517801DD.4080808@bestpractical.com> <1366881764757-53610.post@n7.nabble.com> <1367504461280-53710.post@n7.nabble.com> <1368547054458-53840.post@n7.nabble.com> <5192900C.2010506@bestpractical.com> Message-ID: On Tue, May 14, 2013 at 11:27 PM, Thomas Sibley wrote: > spclocation Looks like splocation is gone in Pg 9.2: http://www.postgresql.org/message-id/1334867818.2281.15.camel at localhost.localdomain -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Tue May 14 17:20:38 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Tue, 14 May 2013 17:20:38 -0400 Subject: [rt-users] Add group membership via CLI Message-ID: I followed the script from Emmanuel and Tanguy from Nov 20, 2010 with this subject to add a list of members to a group and it is failing. I made some changes to match page 99 of the RT Essentials book. #!/usr/bin/perl -w use strict; use lib "/opt/rt3/lib"; use RT; use RT::Interface::CLI qw( CleanEnv GetCurrentUser ); CleanEnv(); RT::LoadConfig(); RT::Init(); my $user = RT::User->new( $RT::SystemUser ); my $group = RT::Group->new( $RT::SystemUser ); my $inputgroup = $ARGV[0]; $group->LoadUserDefinedGroup( $inputgroup ); open FILE, "user_list.txt" or die $!; while () { $user->Load( $_ ); $group->AddMember( $user->PrincipalObj->Id ); } close FILE; $ ./rtgroupmember.pl MYGROUP [Tue May 14 20:34:50 2013] [error]: Couldn't get principal for not loaded object (/opt/rt3/lib/RT/User_Overlay.pm:1154) [Tue May 14 20:34:50 2013] [crit]: Can't call method "Id" on an undefined value at ./rtgroupmember.pl line 28, line 1. (/opt/rt3/lib/RT.pm:377) Can't call method "Id" on an undefined value at ./rtgroupmember.pl line 28, line 1. So I changed the RT::User->new with RT::User_Overlay->new and I got a different error saying cannot use object method new. Don't speak much OOO perl yet. Any suggestion would be appreciated. -- 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 JThuau at spacex.com Tue May 14 20:36:20 2013 From: JThuau at spacex.com (Jok Thuau) Date: Wed, 15 May 2013 00:36:20 +0000 Subject: [rt-users] REMOTE_USER, external auth, and email mismatching In-Reply-To: <5192A15D.20107@usc.edu> Message-ID: I have use the LDAPImport extension to pull all my users out of AD into RT. I even submitted a patch on the cpan bug tracker to add a feature to "automatically grant rights" to some groups based on LDAP queries. (and you'll probably need to "merge" the users that you have now into their imported equivalent) Thanks, Jok -- | Joachim Thuau | IT Systems Engineer - Linux / SpaceX | On 5/14/13 1:41 PM, "Philip Brown" wrote: >On 04/26/13 04:38 PM, Thomas Sibley wrote: >> On 04/26/2013 02:35 PM, Philip Brown wrote: >>> hi there, >>> We are looking at using kerb auth and mod_auth_kerb as our external >>>auth mechanism for RT. >>> >>> ... I was hoping there was potentially a way to do any of the >>>following: >>> >>> a) automatically drop the @xyz from REMOTE_USER entirely >>> b) autoconvert the @xyz to @real.domain >>> >>> c) (least preferable) have the autocreate routines, atomatically fill >>>in @real.domain as the email address >> You can accomplish (b) with these options: >> >>http://bestpractical.com/rt/docs/latest/RT_Config.html#CanonicalizeEmailA >>ddressMatch-CanonicalizeEmailAddressReplace >> >> You can also do more sophisticated munging by writing your own >> RT::User::CanonicalizeUserInfo: >> >>http://bestpractical.com/rt/docs/latest/RT/User.html#CanonicalizeUserInfo >>-HASH-of-ARGS >> >> Or you can take the easy way of (a) by setting the mod_auth_kerb config >> option that Jok pointed out earlier. >> > > >Well, I'm back, now that I've had more time to follow up :) > >I have tried out using the KrbLocalUser tweak, and run into problems. >The email field does not get filled out on autocreate of an account. > >I then attempted to do the fallback suggested via > >CanonicalizeEmailAddressMatch > >after removing the KrbLocalUser from my apache configs. >however, the replace did not seem to have any effect. I'm still getting >logged in as >user at KERB.my.com >rather than user at my.com > >for the record, I'm using a match string of >'\@.*\.my.com$' > >and replace of >'\@my.com' > >it's kinda odd that I cant seem to google any sample RT_Config.pm files >for this' > > > > > >-- >RT Training in Seattle, June 19-20: http://bestpractical.com/training From vadud3 at gmail.com Tue May 14 21:28:42 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Tue, 14 May 2013 21:28:42 -0400 Subject: [rt-users] Add group membership via CLI Message-ID: I am trying to add a list of UIDs into one of my group and it is failing. I am running the script that was posted with this subject on Nov 22, 2010 by tanhuy.langloy at bt. I am running it on RT 3.8.2 #!/usr/bin/perl # Utilisation : ./rtgroupmember.pl GROUPNAME # Attention : Le fichier list.txt doit ?tre correctement rempli use strict; use lib "/opt/rt3/lib"; use RT; use RT::User; use RT::Interface::CLI; RT::LoadConfig(); RT::Init(); my $user = new RT::User($RT::SystemUser); my $group = new RT::Group($RT::SystemUser); my $inputgroup = $ARGV[0]; $group->LoadUserDefinedGroup( $inputgroup ); open FILE, "usernames.txt" or die $!; while () { $user->Load( $_ ); $group->AddMember( $user->PrincipalObj->Id ); #print $user->PrincipalObj->Id ."\n"; } close FILE; $ ./rtgroupmember.pl MYGROUP [Wed May 15 01:23:15 2013] [error]: Couldn't get principal for not loaded object (/opt/rt3/lib/RT/User_Overlay.pm:1154) [Wed May 15 01:23:15 2013] [crit]: Can't call method "Id" on an undefined value at ./rtgroupmember.pl line 26, line 1. (/opt/rt3/lib/RT.pm:377) Can't call method "Id" on an undefined value at ./rtgroupmember.pl line 26, line 1 Any suggestion would be appreciated Thanks -- 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 vadud3 at gmail.com Tue May 14 21:29:39 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Tue, 14 May 2013 21:29:39 -0400 Subject: [rt-users] Add group membership via CLI In-Reply-To: References: Message-ID: oops.. sorry for posting twice. I thought it did not make it to the ML first time On Tue, May 14, 2013 at 9:28 PM, Asif Iqbal wrote: > I am trying to add a list of UIDs into one of my group and it is failing. > > I am running the script that was posted with this subject on Nov 22, 2010 > by tanhuy.langloy at bt. I am running it on RT 3.8.2 > > #!/usr/bin/perl > # Utilisation : ./rtgroupmember.pl GROUPNAME > # Attention : Le fichier list.txt doit ?tre correctement rempli > > use strict; > use lib "/opt/rt3/lib"; > > use RT; > use RT::User; > use RT::Interface::CLI; > > RT::LoadConfig(); > RT::Init(); > > my $user = new RT::User($RT::SystemUser); > my $group = new RT::Group($RT::SystemUser); > my $inputgroup = $ARGV[0]; > > $group->LoadUserDefinedGroup( $inputgroup ); > > open FILE, "usernames.txt" or die $!; > > while () > { > $user->Load( $_ ); > $group->AddMember( $user->PrincipalObj->Id ); > #print $user->PrincipalObj->Id ."\n"; > } > > close FILE; > > > $ ./rtgroupmember.pl MYGROUP > > [Wed May 15 01:23:15 2013] [error]: Couldn't get principal for not loaded > object (/opt/rt3/lib/RT/User_Overlay.pm:1154) > [Wed May 15 01:23:15 2013] [crit]: Can't call method "Id" on an undefined > value at ./rtgroupmember.pl line 26, line 1. > (/opt/rt3/lib/RT.pm:377) > Can't call method "Id" on an undefined value at ./rtgroupmember.pl line > 26, line 1 > > Any suggestion would be appreciated > > Thanks > > -- > 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 Thomas.Lau at principleone.com Tue May 14 22:26:32 2013 From: Thomas.Lau at principleone.com (Thomas Lau) Date: Wed, 15 May 2013 02:26:32 +0000 Subject: [rt-users] Flaws on RT::Extension::RepeatTicket search Message-ID: <8BFBF14CE1F57C46A863FE2E8F367A8913557460@p1hkdcwx03.hk.principleone.com> Hi, I recently tested out the new RT::Extension::RepeatTicket module, it works out great, but the search feature is basically non-existence. How could I search the original ticket which is GOING to repeat later on? Current situation there is no way to do this, please advise. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ppb at usc.edu Wed May 15 00:17:08 2013 From: ppb at usc.edu (Philip Brown) Date: Wed, 15 May 2013 04:17:08 +0000 Subject: [rt-users] REMOTE_USER, external auth, and email mismatching In-Reply-To: References: <5192A15D.20107@usc.edu>, Message-ID: <02D02366050FB44A8E1446F49938E7031117D4B7@CH1PRD0711MB443.namprd07.prod.outlook.com> Err.. thanks, but that's not what I'm looking for. For one thing, even if I got permission to do that (which I wont), we have 40,000 users in ldap. I dont actually WANT all of them in the rt database. particularly since we have a 15,000 user/year churn rate. ________________________________________ From: Jok Thuau [JThuau at spacex.com] Sent: Tuesday, May 14, 2013 05:36 PM To: Philip Brown; rt-users at lists.bestpractical.com Subject: Re: [rt-users] REMOTE_USER, external auth, and email mismatching I have use the LDAPImport extension to pull all my users out of AD into RT. I even submitted a patch on the cpan bug tracker to add a feature to "automatically grant rights" to some groups based on LDAP queries. (and you'll probably need to "merge" the users that you have now into their imported equivalent) Thanks, Jok -- | Joachim Thuau | IT Systems Engineer - Linux / SpaceX | On 5/14/13 1:41 PM, "Philip Brown" wrote: >On 04/26/13 04:38 PM, Thomas Sibley wrote: >> On 04/26/2013 02:35 PM, Philip Brown wrote: >>> hi there, >>> We are looking at using kerb auth and mod_auth_kerb as our external >>>auth mechanism for RT. >>> >>> ... I was hoping there was potentially a way to do any of the >>>following: >>> >>> a) automatically drop the @xyz from REMOTE_USER entirely >>> b) autoconvert the @xyz to @real.domain >>> >>> c) (least preferable) have the autocreate routines, atomatically fill >>>in @real.domain as the email address >> You can accomplish (b) with these options: >> >>http://bestpractical.com/rt/docs/latest/RT_Config.html#CanonicalizeEmailA >>ddressMatch-CanonicalizeEmailAddressReplace >> >> You can also do more sophisticated munging by writing your own >> RT::User::CanonicalizeUserInfo: >> >>http://bestpractical.com/rt/docs/latest/RT/User.html#CanonicalizeUserInfo >>-HASH-of-ARGS >> >> Or you can take the easy way of (a) by setting the mod_auth_kerb config >> option that Jok pointed out earlier. >> > > >Well, I'm back, now that I've had more time to follow up :) > >I have tried out using the KrbLocalUser tweak, and run into problems. >The email field does not get filled out on autocreate of an account. > >I then attempted to do the fallback suggested via > >CanonicalizeEmailAddressMatch > >after removing the KrbLocalUser from my apache configs. >however, the replace did not seem to have any effect. I'm still getting >logged in as >user at KERB.my.com >rather than user at my.com > >for the record, I'm using a match string of >'\@.*\.my.com$' > >and replace of >'\@my.com' > >it's kinda odd that I cant seem to google any sample RT_Config.pm files >for this' > > > > > >-- >RT Training in Seattle, June 19-20: http://bestpractical.com/training From vadud3 at gmail.com Wed May 15 00:25:11 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Wed, 15 May 2013 00:25:11 -0400 Subject: [rt-users] Add group membership via CLI In-Reply-To: References: Message-ID: On Tue, May 14, 2013 at 5:20 PM, Asif Iqbal wrote: > while () > { > $user->Load( $_ ); > $group->AddMember( $user->PrincipalObj->Id ); > } > I found the hint from another email with subject CLI Question - Add Users to group per Scrip from Feb 28, 2007 from Joe Casadonte at oracle.com. I removed the PrincipalObj and it is working now. So from the script this is part that I needed to fix. while () { chop($_); $user->Load( $_ ); $group->AddMember( $user->id ); } I also had to add more use lib for the extensions to be loaded or failing to run use lib '/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib'; use lib '/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib'; -- 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 jbrandt at bestpractical.com Wed May 15 07:45:36 2013 From: jbrandt at bestpractical.com (Jim Brandt) Date: Wed, 15 May 2013 07:45:36 -0400 Subject: [rt-users] Flaws on RT::Extension::RepeatTicket search In-Reply-To: <8BFBF14CE1F57C46A863FE2E8F367A8913557460@p1hkdcwx03.hk.principleone.com> References: <8BFBF14CE1F57C46A863FE2E8F367A8913557460@p1hkdcwx03.hk.principleone.com> Message-ID: <51937560.8000307@bestpractical.com> On 5/14/13 10:26 PM, Thomas Lau wrote: > Hi, > > I recently tested out the new RT::Extension::RepeatTicket module, it > works out great, but the search feature is basically non-existence. > > How could I search the original ticket which is GOING to repeat later > on? Current situation there is no way to do this, please advise. Each ticket created in the recurrence should have a custom field called Original Ticket with the id of the ticket that controls the recurrence. Maybe you didn't run the 'make initdb' step when installing to create the custom field? From william.muriithi at gmail.com Wed May 15 08:23:15 2013 From: william.muriithi at gmail.com (William Muriithi) Date: Wed, 15 May 2013 08:23:15 -0400 Subject: [rt-users] Minimum MySQL permission for RT database access In-Reply-To: References: Message-ID: Hello, I have spent an hour or so looking at the least recommended permission RT need to be able to manage mysql database and everybody seem to be taking the easy way, grant everything Is it possible Best Practice has listed the necessary grants that is needed for RT to work successfully on mysql server that I missed? Would appreciate any guidance Regards, William -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Wed May 15 09:19:14 2013 From: jblaine at kickflop.net (Jeff Blaine) Date: Wed, 15 May 2013 09:19:14 -0400 Subject: [rt-users] REMOTE_USER, external auth, and email mismatching In-Reply-To: <02D02366050FB44A8E1446F49938E7031117D4B7@CH1PRD0711MB443.namprd07.prod.outlook.com> References: <5192A15D.20107@usc.edu>, <02D02366050FB44A8E1446F49938E7031117D4B7@CH1PRD0711MB443.namprd07.prod.outlook.com> Message-ID: <51938B52.6030503@kickflop.net> On 5/15/2013 12:17 AM, Philip Brown wrote: > Err.. thanks, but that's not what I'm looking for. > For one thing, even if I got permission to do that (which I wont), we have 40,000 users in ldap. > I dont actually WANT all of them in the rt database. > particularly since we have a 15,000 user/year churn rate. I'm never quite sure why people do that (*import* then-stale data from LDAP/AD which is the dynamic source of truth for the information on the network). There must be some use case that I am just not aware of, but I definitely don't get it. > it's kinda odd that I cant seem to google any sample > RT_Config.pm files for this Well, here's where I asked the community to share what works: http://lists.bestpractical.com/pipermail/rt-users/2012-February/075085.html And here's 1 (of 2) contributions I got and submitted, still sitting in a github pull request that has not been merged after 1+ years: https://github.com/bestpractical/rt-authen-externalauth/pull/2 That was the "water testing" and end of my contributions to RT, as a failed experiment. I didn't bother submitting the 2nd config contribution I got based on the above. Here's someone else's code contribution from 1+ years ago to allow secure LDAP: https://github.com/bestpractical/rt-authen-externalauth/pull/1 *crickets* Contributing elsewhere. From ruz at bestpractical.com Wed May 15 10:12:53 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 15 May 2013 18:12:53 +0400 Subject: [rt-users] Minimum MySQL permission for RT database access In-Reply-To: References: Message-ID: On Wed, May 15, 2013 at 4:23 PM, William Muriithi < william.muriithi at gmail.com> wrote: > Hello, > > I have spent an hour or so looking at the least recommended permission RT > need to be able to manage mysql database and everybody seem to be taking > the easy way, grant everything > People usually don't grant any mysql level permissions and just trust RT to do so and the following is what RT grants: 18 "GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE 19 ON `$db_name`.* 20 TO '$db_user'\@'$db_rthost' 21 IDENTIFIED BY '$db_pass';", 22 ); It's a bit over-granting and I believe that our code is clean enough that it's possible to limit the list to SELECT,INSERT,UPDATE,DELETE, but I can not say it's possible for sure without fixing code. > Is it possible Best Practice has listed the necessary grants that is > needed for RT to work successfully on mysql server that I missed? Would > appreciate any guidance > RT's user in mysql (RT uses one account for operation) has to have SELECT, INSERT, UPDATE, DELETE rights on all RT's tables to operate. Upgrade steps should use DBA account for steps that require DROP/CREATE/ALTER/INDEX or any other rights, but as I said, considering above GRANT, this code may have "bugs" and use RT's primary account to perform some upgrade operations. What is the problem you're trying to solve? > Regards, > > William > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrea.gabellini.sc at telecomitalia.sm Wed May 15 10:49:16 2013 From: andrea.gabellini.sc at telecomitalia.sm (Andrea gabellini - SC) Date: Wed, 15 May 2013 16:49:16 +0200 Subject: [rt-users] Notify Actor In-Reply-To: References: Message-ID: <5193A06C.9000605@telecomitalia.sm> Hello, is it possible to set NotifyActor per queue basis? Thanks, Andrea -- ---------------------------------------------------------------- Every time I type 'win', I loose ... ---------------------------------------------------------------- Ing. *Andrea Gabellini* Email: andrea.gabellini at telecomitalia.sm Skype: andreagabellini Tel: (+378) 0549 886111 Fax: (+378) 0549 886188 Telecom Italia San Marino S.p.A. Strada degli Angariari, 3 47891 Rovereta Republic of San Marino http://www.telecomitalia.sm -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrea.gabellini.sc at telecomitalia.sm Wed May 15 11:02:41 2013 From: andrea.gabellini.sc at telecomitalia.sm (Andrea gabellini - SC) Date: Wed, 15 May 2013 17:02:41 +0200 Subject: [rt-users] QueueDeactivatedScrips Message-ID: <5193A391.4040508@telecomitalia.sm> Hello, is there an updated version of RT-Extension-QueueDeactivatedScrips? I found https://github.com/dmsimard/RT-Extension-QueueDeactivatedScrips but is for rt 4.0.4. Thanks, Andrea -- ---------------------------------------------------------------- Keyboard not connected, press F1 to continue. ---------------------------------------------------------------- Ing. *Andrea Gabellini* Email: andrea.gabellini at telecomitalia.sm Skype: andreagabellini Tel: (+378) 0549 886111 Fax: (+378) 0549 886188 Telecom Italia San Marino S.p.A. Strada degli Angariari, 3 47891 Rovereta Republic of San Marino http://www.telecomitalia.sm -------------- next part -------------- An HTML attachment was scrubbed... URL: From emory-lundberg at uiowa.edu Wed May 15 11:39:16 2013 From: emory-lundberg at uiowa.edu (=?UTF-8?Q?Lundberg=2C_Emory?=) Date: Wed, 15 May 2013 10:39:16 -0500 Subject: [rt-users] ExtractCustomFields template and dropping errant HTML tags Message-ID: I have a scrip to assign CustomFields based on a template and it often ends up collecting junk like HTML tags trailing after the data I want to match. I think I have made my regex as specific as I can, but now I'm concerned that I went about this the wrong way. ?I would love an opinion. Emails that aren't human-generated typically have a block of data in them that includes data like: Room:Y10A Building:ddd IP:172.16.2.2,fe80::250:43ff:fe00:ed31 MAC:DE:CA:FB:AD:11:97 Port:ddd-1 at 4/40 And sometimes they're handled by applications that generate them with HTML formatting, or are copy/pasted with HTML formatting, etc. I have a CustomField called 'Building' and in my Template I have: Building|Body|Building:*([^<]*+)\n|| ? a) Is this ([^<]) necessary ? or is there a way to merely ignore all HTML on incoming mail before it gets handed off to rt-mailtool that is preferred/better? b) Is there something about my Template use that is obviously wrong? ? ? ?[?] ?Never use your HawkID's email address and password anywhere else!? ? ? ?Emory Lundberg, Security Friend, Information Security & Policy Office? ? ? ?University of Iowa, UCC,?Campus Phone:?5-6174 -------------- next part -------------- An HTML attachment was scrubbed... URL: From pete.beebe at jibeconsulting.com Wed May 15 14:35:54 2013 From: pete.beebe at jibeconsulting.com (Pete Beebe) Date: Wed, 15 May 2013 18:35:54 +0000 Subject: [rt-users] Post upgrade 3.8.5 to 4.0.12 Global->RT At A Glance error Message-ID: <56E2FD69D191694AA55549EA705DE2181A10CC81@EXCH1.JIBECONSULTING.int> Hi Thomas, This might narrow down the issue....I just noticed another thread titled "RT at a Glance error after upgrade from 4.011 to 4.0.12" that also states the issue at hand. Just to be sure, I repeated the import on our RTDEV server using v4.0.11 of RT (using MySQL only, not Oracle) and confirmed that the Global RT At A Glance error does ~not~ occur. I will proceed with the migration to Oracle using 4.0.11 only and update this thread with the results. ~Pete_Jibe Disclaimer: This electronic message may contain information that is Confidential or legally privileged. It is intended only for the use of the individual(s) and entity named in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material from your computer. Do not deliver, distribute or copy this message and do not disclose its contents or take any action in reliance on the information it contains. From SJC at qvii.com Wed May 15 14:57:19 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Wed, 15 May 2013 14:57:19 -0400 Subject: [rt-users] Can't add attachments anymore - Possibly DB switch? Message-ID: <4DD6AB329450D847913EA76D7F3C6B8312991A15@valkyrie.ogp.qvii.com> Is this an error due to me switching to MariaDB from MySQL? It's looking like some file attachments can't get added. [Tue May 14 22:05:25 2013] [warning]: RT::Handle=HASH(0xbd328224) couldn't execute the query 'INSERT INTO Attachments (Subject, ContentType, Filename, Headers, MessageId, Creator, Parent, Created, ContentEncoding, Content, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/share/pe rl/5.14.2/DBIx/SearchBuilder/Handle.pm line 600. DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xbd328224)', 'INSERT INTO Attachments (Subject, ContentType, Filename, Head...', '06 0741-2_new.pdf', 'application/pdf', '060741-2_new.pdf', 'Subject: 060741-2_new.pdf\x{a}MIME-Version: 1.0\x{a}Content-Type: app...', '', 821, 20024, ... ) called at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 350 Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From pete.beebe at jibeconsulting.com Wed May 15 15:11:01 2013 From: pete.beebe at jibeconsulting.com (Pete Beebe) Date: Wed, 15 May 2013 19:11:01 +0000 Subject: [rt-users] Post upgrade 3.8.5 to 4.0.12 Global->RT At A Glance error Message-ID: <56E2FD69D191694AA55549EA705DE2181A10CF07@EXCH1.JIBECONSULTING.int> Hi Thomas, Just performed the RT migration from MySQL to Oracle using just 4.0.11 and re-tested the Global RT At A Glance error without issue. I will now repeat the 4.0.11 to 4.0.12 upgrade using just Oracle and update with results. ~Pete_Jibe Disclaimer: This electronic message may contain information that is Confidential or legally privileged. It is intended only for the use of the individual(s) and entity named in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material from your computer. Do not deliver, distribute or copy this message and do not disclose its contents or take any action in reliance on the information it contains. From ppb at usc.edu Wed May 15 17:08:10 2013 From: ppb at usc.edu (Philip Brown) Date: Wed, 15 May 2013 14:08:10 -0700 Subject: [rt-users] auto-populate email from short username? In-Reply-To: <02D02366050FB44A8E1446F49938E7031117D4B7@CH1PRD0711MB443.namprd07.prod.outlook.com> References: <5192A15D.20107@usc.edu> <02D02366050FB44A8E1446F49938E7031117D4B7@CH1PRD0711MB443.namprd07.prod.outlook.com> Message-ID: <5193F93A.2070407@usc.edu> Well, lets try a simpler, hopefully easier to tackle subject line :) lets say I have autocreate turned on. And accounts get created just fine when someone authenticates via web. ... however, the autocreated account name will be just the username. no @my.com What's the best way to get the email field set, with @my.com added, when the account is autocreated? From pete.beebe at jibeconsulting.com Wed May 15 17:24:51 2013 From: pete.beebe at jibeconsulting.com (Pete Beebe) Date: Wed, 15 May 2013 21:24:51 +0000 Subject: [rt-users] Post upgrade 3.8.5 to 4.0.12 Global->RT At A Glance error Message-ID: <56E2FD69D191694AA55549EA705DE2181A10D5D1@EXCH1.JIBECONSULTING.int> Hi Thomas, The 4.0.11 to 4.0.12 Oracle upgrade completed and this RT At A Glance issue still did not reappear. This was all done on our Dev system, however. The Prod OS/config is a clone of the so I'm at a loss as to what the difference would be that's causing this to occur. ~Pete_Jibe Disclaimer: This electronic message may contain information that is Confidential or legally privileged. It is intended only for the use of the individual(s) and entity named in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material from your computer. Do not deliver, distribute or copy this message and do not disclose its contents or take any action in reliance on the information it contains. From JThuau at spacex.com Wed May 15 18:27:46 2013 From: JThuau at spacex.com (Jok Thuau) Date: Wed, 15 May 2013 22:27:46 +0000 Subject: [rt-users] auto-populate email from short username? In-Reply-To: <5193F93A.2070407@usc.edu> Message-ID: It would be an interesting scrip, but I believe you would be able to update the user from a "on create" scrip, and update that one user's email from ldap. That being said, that's not something that is canned, I don't think. (please someone correct me if I'm wrong) Thanks, Jok -- | Joachim Thuau | IT Systems Engineer - Linux / SpaceX | On 5/15/13 2:08 PM, "Philip Brown" wrote: >Well, lets try a simpler, hopefully easier to tackle subject line :) > >lets say I have autocreate turned on. And accounts get created just fine >when someone authenticates via web. ... however, the autocreated >account name will be just the username. no @my.com > >What's the best way to get the email field set, with @my.com added, when >the account is autocreated? > > > > >-- >RT Training in Seattle, June 19-20: http://bestpractical.com/training From trs at bestpractical.com Wed May 15 18:54:44 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 15 May 2013 15:54:44 -0700 Subject: [rt-users] REMOTE_USER, external auth, and email mismatching In-Reply-To: <5192A15D.20107@usc.edu> References: <02D02366050FB44A8E1446F49938E70311164C59@CH1PRD0711MB443.namprd07.prod.outlook.com> <517B0FD8.3060503@bestpractical.com> <5192A15D.20107@usc.edu> Message-ID: <51941234.70703@bestpractical.com> On 05/14/2013 01:41 PM, Philip Brown wrote: > I then attempted to do the fallback suggested via > > CanonicalizeEmailAddressMatch > > after removing the KrbLocalUser from my apache configs. > however, the replace did not seem to have any effect. I'm still getting > logged in as > user at KERB.my.com > rather than user at my.com > > for the record, I'm using a match string of > '\@.*\.my.com$' > > and replace of > '\@my.com' You may be mistaking the user *name* for the email address. Without a separate Name, RT often assigns the email address as the name. This may happen before canonicalization in some cases. Can you verify the email addresses aren't being canonicalized? If not, there may be an interaction with existing users, but I wouldn't expect that necessarily. If the email address is canonicalized, but the name is still the uncanonicalized form, I'd suggest looking at this piece from my original mail: You can also do more sophisticated munging by writing your own RT::User::CanonicalizeUserInfo: http://bestpractical.com/rt/docs/latest/RT/User.html#CanonicalizeUserInfo-HASH-of-ARGS From trs at bestpractical.com Wed May 15 18:59:48 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 15 May 2013 15:59:48 -0700 Subject: [rt-users] REMOTE_USER, external auth, and email mismatching In-Reply-To: <51938B52.6030503@kickflop.net> References: <5192A15D.20107@usc.edu>, <02D02366050FB44A8E1446F49938E7031117D4B7@CH1PRD0711MB443.namprd07.prod.outlook.com> <51938B52.6030503@kickflop.net> Message-ID: <51941364.9040804@bestpractical.com> On 05/15/2013 06:19 AM, Jeff Blaine wrote: > Well, here's where I asked the community to share what works: > > http://lists.bestpractical.com/pipermail/rt-users/2012-February/075085.html > > And here's 1 (of 2) contributions I got and submitted, still sitting > in a github pull request that has not been merged after 1+ years: > > https://github.com/bestpractical/rt-authen-externalauth/pull/2 > > That was the "water testing" and end of my contributions to RT, > as a failed experiment. I didn't bother submitting the 2nd > config contribution I got based on the above. I just responded to your PR. Thanks for pointing it out again. We manage a lot of repos and only use github for publishing public mirrors and receiving PRs. Sometimes this means PRs slip through the cracks if no one prods us. That is to say: if anyone thinks they're owed a response on a PR or patch or any other contribution, please do pipe up to get our attention again. I'm sorry your contributing experience was lousy. > Here's someone else's code contribution from 1+ years ago to > allow secure LDAP: > > https://github.com/bestpractical/rt-authen-externalauth/pull/1 That is an unnecessary change, and should have been closed long ago. I've now done so. The simple solution is specifying a server of "ldaps://example.com" instead of just "example.com". From trs at bestpractical.com Wed May 15 19:04:16 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 15 May 2013 16:04:16 -0700 Subject: [rt-users] Can't add attachments anymore - Possibly DB switch? In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B8312991A15@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B8312991A15@valkyrie.ogp.qvii.com> Message-ID: <51941470.7050308@bestpractical.com> On 05/15/2013 11:57 AM, Cena, Stephen (ext. 300) wrote: > Is this an error due to me switching to MariaDB from MySQL? It's looking > like some file attachments can't get added. > > [Tue May 14 22:05:25 2013] [warning]: RT::Handle=HASH(0xbd328224) > couldn't execute the query 'INSERT INTO Attachments (Subject, > ContentType, Filename, > Headers, MessageId, Creator, Parent, Created, ContentEncoding, Content, > TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at > /usr/local/share/pe > rl/5.14.2/DBIx/SearchBuilder/Handle.pm line 600. > > DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xbd328224)', > 'INSERT INTO Attachments (Subject, ContentType, Filename, Head...', '06 > 0741-2_new.pdf', 'application/pdf', '060741-2_new.pdf', 'Subject: > 060741-2_new.pdf\x{a}MIME-Version: 1.0\x{a}Content-Type: app...', '', > 821, 20024, ... > ) called at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm > line 350 Hmm, there's no reason in the error message *why* the query failed. That is strange. Is there anything in Maria's logs? Are you seeing this happen more than once? Is there any pattern in what attachments fail? FWIW, RT doesn't officially support MariaDB, and there are a few differences from MySQL, so you're running in uncharted territory right now. Support may be added in the future, as MariaDB does seem to be gaining usage. From trs at bestpractical.com Wed May 15 19:06:15 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 15 May 2013 16:06:15 -0700 Subject: [rt-users] QueueDeactivatedScrips In-Reply-To: <5193A391.4040508@telecomitalia.sm> References: <5193A391.4040508@telecomitalia.sm> Message-ID: <519414E7.6000607@bestpractical.com> On 05/15/2013 08:02 AM, Andrea gabellini - SC wrote: > Hello, > > is there an updated version of RT-Extension-QueueDeactivatedScrips? I > found https://github.com/dmsimard/RT-Extension-QueueDeactivatedScrips > but is for rt 4.0.4. I do not believe so. However, RT 4.2 will include equivalent functionality natively. From trs at bestpractical.com Wed May 15 19:08:25 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 15 May 2013 16:08:25 -0700 Subject: [rt-users] Notify Actor In-Reply-To: <5193A06C.9000605@telecomitalia.sm> References: <5193A06C.9000605@telecomitalia.sm> Message-ID: <51941569.2000607@bestpractical.com> On 05/15/2013 07:49 AM, Andrea gabellini - SC wrote: > Hello, > > is it possible to set NotifyActor per queue basis? No. If you wanted to hack up some Perl, you could do it. I don't recommend it. What's your use case? From trs at bestpractical.com Wed May 15 19:12:44 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 15 May 2013 16:12:44 -0700 Subject: [rt-users] Post upgrade 3.8.5 to 4.0.12 Global->RT At A Glance error In-Reply-To: <56E2FD69D191694AA55549EA705DE2181A10D5D1@EXCH1.JIBECONSULTING.int> References: <56E2FD69D191694AA55549EA705DE2181A10D5D1@EXCH1.JIBECONSULTING.int> Message-ID: <5194166C.9020408@bestpractical.com> On 05/15/2013 02:24 PM, Pete Beebe wrote: > Hi Thomas, > > The 4.0.11 to 4.0.12 Oracle upgrade completed and this RT At A Glance > issue still did not reappear. This was all done on our Dev system, > however. The Prod OS/config is a clone of the so I'm at a loss as to > what the difference would be that's causing this to occur. That result is quite strange, but suggests a database inconsistency. Have you run rt-validator? http://bestpractical.com/rt/docs/latest/rt-validator What are the output of the 3 SQL queries I sent you earlier on this newly upgraded dev instance? As of yet, I haven't tracked down the problem locally. By my count, there are 3 reports of similar issues on rt-users. At least two of three migrated database types, so my suspicions are there right now but I have no proof/explanation. I hope to have more time to debug this soon. From ppb at usc.edu Wed May 15 19:17:53 2013 From: ppb at usc.edu (Philip Brown) Date: Wed, 15 May 2013 16:17:53 -0700 Subject: [rt-users] auto-populate email from short username? In-Reply-To: References: Message-ID: <519417A1.1010605@usc.edu> On 5/15/13 3:27 PM, Jok Thuau wrote: > It would be an interesting scrip, but I believe you would be able to > update the user from a "on create" scrip, and update that one user's email > from ldap. other than I want this to be "from account name", not "from ldap", this sounds fine.:] but... isnt an "on create" script, related to *ticket creation*, not user creation? From trs at bestpractical.com Wed May 15 19:21:08 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 15 May 2013 16:21:08 -0700 Subject: [rt-users] AD External Authentication In-Reply-To: <7984DE7547E8204A8A3629BDEF565DD41289FF7E@IDA025.idanalytics.net> References: <7984DE7547E8204A8A3629BDEF565DD41289FF7E@IDA025.idanalytics.net> Message-ID: <51941864.4010007@bestpractical.com> Pretty straightforward, with one caveat. On 05/14/2013 12:12 PM, MacKillip, Scott wrote: > If the user has an account in RT (set up by an RT administrator) they > should still have the same functionality, just authentication is > coming from AD and not the internal RT database. > > If the user does not have an account in AD they should be denied > access. > > If the user does not have an account in RT, they should be directed > to the self-service pages. You can't access the self service pages without at least an unprivileged RT account. With $AutoCreateNonExternalUsers set to 0, users who can auth with AD but don't have an RT account will have one automatically created. Users without an AD account will be denied all access. > If the user does have an account in RT, they should not notice any > difference after installing the AD Authentication module. > > Given the above requirements, will the following steps accomplish > this? > > 1. Install RT::Authen::ExternalAuth > 2. Configure same to use LDAP > 3. Set $WebExternalAuth to 0 in RT_SiteConfig.pm $WebExternalAuth already defaults to off, and while unfortunately named, does not refer to RT::Authen::ExternalAuth. It would be better named $WebRemoteUser, as it will be in RT 4.2, since it uses the REMOTE_USER that your webserver is expected to set when enabled. Short version: step 3 is unnecessary. > 4. Set $AutoCreateNonExternalUsers to 0 (I don?t want to create > any account in RT unless I do it myself) Note that this means RT also won't accept email from addresses which aren't in your configured AD. This is because all addresses must have an RT account of some sort, usually autocreated as unprivileged (without a password, so unable to login). From william.muriithi at gmail.com Wed May 15 19:43:07 2013 From: william.muriithi at gmail.com (William Muriithi) Date: Wed, 15 May 2013 19:43:07 -0400 Subject: [rt-users] Minimum MySQL permission for RT database access In-Reply-To: References: Message-ID: Thank you That's what I was looking for. Agree, its a little unnecessary but prefer not being too generous as the application is external facing. If you guys ever get around cleaning the code to just use select, insert, update and delete, please document it somewhere William On May 15, 2013 10:12 AM, "Ruslan Zakirov" wrote: > On Wed, May 15, 2013 at 4:23 PM, William Muriithi < > william.muriithi at gmail.com> wrote: > >> Hello, >> >> I have spent an hour or so looking at the least recommended permission RT >> need to be able to manage mysql database and everybody seem to be taking >> the easy way, grant everything >> > People usually don't grant any mysql level permissions and just trust RT > to do so and the following is what RT grants: > > 18 "GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE > 19 ON `$db_name`.* > 20 TO '$db_user'\@'$db_rthost' > 21 IDENTIFIED BY '$db_pass';", > 22 ); > > It's a bit over-granting and I believe that our code is clean enough that > it's possible to limit the list to SELECT,INSERT,UPDATE,DELETE, but I can > not say it's possible for sure without fixing code. > > >> Is it possible Best Practice has listed the necessary grants that is >> needed for RT to work successfully on mysql server that I missed? Would >> appreciate any guidance >> > > RT's user in mysql (RT uses one account for operation) has to have SELECT, > INSERT, UPDATE, DELETE rights on all RT's tables to operate. Upgrade steps > should use DBA account for steps that require DROP/CREATE/ALTER/INDEX or > any other rights, but as I said, considering above GRANT, this code may > have "bugs" and use RT's primary account to perform some upgrade > operations. > > What is the problem you're trying to solve? > >> Regards, >> >> William >> > > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From beodep at yahoo.com Thu May 16 02:58:55 2013 From: beodep at yahoo.com (nonnick) Date: Wed, 15 May 2013 23:58:55 -0700 (PDT) Subject: [rt-users] Auto set timeworked based on started time and lastupdated time In-Reply-To: <1368175773327-53792.post@n7.nabble.com> References: <1368068199519-53757.post@n7.nabble.com> <1368175773327-53792.post@n7.nabble.com> Message-ID: <1368687535569-53882.post@n7.nabble.com> Can someone help me this script please! Special thanks. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Auto-set-timeworked-based-on-started-time-and-lastupdated-time-tp53757p53882.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From andrea.gabellini.sc at telecomitalia.sm Thu May 16 04:07:45 2013 From: andrea.gabellini.sc at telecomitalia.sm (Andrea gabellini - SC) Date: Thu, 16 May 2013 10:07:45 +0200 Subject: [rt-users] Notify Actor In-Reply-To: <51941569.2000607@bestpractical.com> References: <5193A06C.9000605@telecomitalia.sm> <51941569.2000607@bestpractical.com> Message-ID: <519493D1.7020205@telecomitalia.sm> Thomas, I have 10 queues and only in one of them I need to notify the actor. What about a config like this? Set(NotifyActor, { 'default' => '0', 'queue-name' => '1', }); Il 16/05/2013 01:08, Thomas Sibley ha scritto: > On 05/15/2013 07:49 AM, Andrea gabellini - SC wrote: >> Hello, >> >> is it possible to set NotifyActor per queue basis? > No. If you wanted to hack up some Perl, you could do it. I don't > recommend it. What's your use case? > > > -- ---------------------------------------------------------------- When looking for faults, use a mirror, not a telescope. ---------------------------------------------------------------- Ing. *Andrea Gabellini* Email: andrea.gabellini at telecomitalia.sm Skype: andreagabellini Tel: (+378) 0549 886111 Fax: (+378) 0549 886188 Telecom Italia San Marino S.p.A. Strada degli Angariari, 3 47891 Rovereta Republic of San Marino http://www.telecomitalia.sm -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrea.gabellini.sc at telecomitalia.sm Thu May 16 04:08:55 2013 From: andrea.gabellini.sc at telecomitalia.sm (Andrea gabellini - SC) Date: Thu, 16 May 2013 10:08:55 +0200 Subject: [rt-users] QueueDeactivatedScrips In-Reply-To: <519414E7.6000607@bestpractical.com> References: <5193A391.4040508@telecomitalia.sm> <519414E7.6000607@bestpractical.com> Message-ID: <51949417.1020401@telecomitalia.sm> Thomas, thank you. I will wait for the 4.2. What is the time line? Andrea Il 16/05/2013 01:06, Thomas Sibley ha scritto: > On 05/15/2013 08:02 AM, Andrea gabellini - SC wrote: >> Hello, >> >> is there an updated version of RT-Extension-QueueDeactivatedScrips? I >> found https://github.com/dmsimard/RT-Extension-QueueDeactivatedScrips >> but is for rt 4.0.4. > I do not believe so. However, RT 4.2 will include equivalent > functionality natively. > > > -- ---------------------------------------------------------------- When looking for faults, use a mirror, not a telescope. ---------------------------------------------------------------- Ing. *Andrea Gabellini* Email: andrea.gabellini at telecomitalia.sm Skype: andreagabellini Tel: (+378) 0549 886111 Fax: (+378) 0549 886188 Telecom Italia San Marino S.p.A. Strada degli Angariari, 3 47891 Rovereta Republic of San Marino http://www.telecomitalia.sm -------------- next part -------------- An HTML attachment was scrubbed... URL: From Thomas.Lau at principleone.com Thu May 16 06:17:53 2013 From: Thomas.Lau at principleone.com (Thomas Lau) Date: Thu, 16 May 2013 10:17:53 +0000 Subject: [rt-users] Flaws on RT::Extension::RepeatTicket search In-Reply-To: <51937560.8000307@bestpractical.com> References: <8BFBF14CE1F57C46A863FE2E8F367A8913557460@p1hkdcwx03.hk.principleone.com> <51937560.8000307@bestpractical.com> Message-ID: <8BFBF14CE1F57C46A863FE2E8F367A89135599DD@p1hkdcwx03.hk.principleone.com> Dear Jim, I did and it did show up. But the problem is that field only appear when ticket already repeat at least one time, am I correct? For example, now I create a recurrent ticket same month and day in next year, after 3 months and I did a search, OriginalTicket should not create as it haven't been repeat, please clarify if something wrong in my concept. Thanks. 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 3555 2017 Hong Kong?? .?? Singapore?? .?? Tokyo -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim Brandt Sent: Wednesday, May 15, 2013 7:46 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Flaws on RT::Extension::RepeatTicket search On 5/14/13 10:26 PM, Thomas Lau wrote: > Hi, > > I recently tested out the new RT::Extension::RepeatTicket module, it > works out great, but the search feature is basically non-existence. > > How could I search the original ticket which is GOING to repeat later > on? Current situation there is no way to do this, please advise. Each ticket created in the recurrence should have a custom field called Original Ticket with the id of the ticket that controls the recurrence. Maybe you didn't run the 'make initdb' step when installing to create the custom field? -- RT Training in Seattle, June 19-20: http://bestpractical.com/training From duncan.carter at trustonic.com Thu May 16 11:37:03 2013 From: duncan.carter at trustonic.com (Duncan Carter) Date: Thu, 16 May 2013 15:37:03 +0000 Subject: [rt-users] RT4/ExternalAuth/AD issues: Message-ID: <4B55AFC77347984C833D9142BAA4F6AB2B30EB5B@AMXPRD0611MB583.eurprd06.prod.outlook.com> Hello, I've been staring at this for hours now and I'm not getting anywhere. CentOS 5.9, RT 4.0.10, RT-Authen-ExternalAuth 0.13 RT is installed and I can connect to it from a browser, can login as root, trying to login as a domain user and it's saying my password is wrong. I've got logging enabled (best as I can find out how to...), but I can't see any LDAP messages, just failed logins. RT_SiteConfig.pm: # Any configuration directives you include here will override # RT's default configuration file, RT_Config.pm # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # This file is actually a perl module, so you can include valid # perl code, as well. # # The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this comamnd: # # perl -c /path/to/your/etc/RT_SiteConfig.pm # # You must restart your webserver after making changes to this file. # You must install Plugins on your own, this is only an example # of the correct syntax to use when activating them. # There should only be one @Plugins declaration in your config file. #Set(@Plugins,(qw(RT::Extension::QuickDelete RT::Extension::CommandByMail RT::Authen::ExternalAuth))); Set($LogToFile, 'debug'); Set($LogDir, '/var/log/rt'); Set( $CommentAddress, 'rt-comment at domain.com' ); Set( $CorrespondAddress, 'rt-correspond at domain.com' ); Set( $DatabaseHost, 'localhost' ); Set( $DatabaseName, 'rt4' ); Set( $DatabasePassword, 'password' ); Set( $DatabasePort, '' ); Set( $DatabaseRequireSSL, '' ); Set( $DatabaseType, 'mysql' ); Set( $DatabaseUser, 'rt_user' ); Set( $Organization, 'domain.com' ); Set( $OwnerEmail, 'it-support at domain.com' ); Set( $SendmailPath, '/usr/sbin/sendmail' ); Set( $WebDomain, '10.x.x.x' ); Set( $WebPort, '80' ); Set( $rtname, 'domain.com' ); #ExtAuth: Set($ExternalAuthPriority, [ 'My_LDAP' ] ); Set($ExternalInfoPriority, [ 'My_LDAP' ] ); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 1); Set($ExternalSettings, { # AN EXAMPLE LDAP SERVICE 'My_LDAP' => { ## GENERIC SECTION # The type of service (db/ldap/cookie) 'type' => 'ldap', # The server hosting the service 'server' => 'ad01.domain.local', ## SERVICE-SPECIFIC SECTION # If you can bind to your LDAP server anonymously you should # remove the user and pass config lines, otherwise specify them here: # # The username RT should use to connect to the LDAP server 'user' => 'ad-rt-user', # The password RT should use to connect to the LDAP server 'pass' => 'password', # # The LDAP search base 'base' => 'ou=OrgUnit,dc=domain,dc=local', # # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES! # YOU **MUST** SPECIFY A filter AND A d_filter!! # # The filter to use to match RT-Users 'filter' => '(sAMAccountType=805306368)', # A catch-all example filter: '(objectClass=*)' # # The filter that will only match disabled users 'd_filter' => '(&(sAMAccountType=805306368)(userAccountControl:1.2.840.113556.1.4.803:=2))', # A catch-none example d_filter: '(objectClass=FooBarBaz)' # # Should we try to use TLS to encrypt connections? 'tls' => 0, # SSL Version to provide to Net::SSLeay *if* using SSL 'ssl_version' => 3, # What other args should I pass to Net::LDAP->new($host, at args)? 'net_ldap_args' => [ version => 3 ], # Does authentication depend on group membership? What group name? 'group' => 'RTusers', # What is the scope of the group search? (base, one, sub) # Optional; defaults to 'base', which is good enough for most cases. 'sub' is appropriate when you have nested groups 'group_scope' => 'base', # What is the attribute for the group object that determines membership? 'group_attr' => 'member', # What is the attribute of the user entry that should be matched against group_attr above? (Optional; defaults to 'dn') #'group_attr_value' => 'GROUP_ATTR_VALUE', ## RT ATTRIBUTE MATCHING SECTION # The list of RT attributes that uniquely identify a user # This example shows what you *can* specify.. I recommend reducing this # to just the Name and EmailAddress to save encountering problems later. 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName' ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName' } }, } ); 1; Can someone please point me in the right direction, whether it's more detailed documentation on how to configure AD authentication, or hints as to where I may be going wrong? Many thanks in advance, -------------- next part -------------- An HTML attachment was scrubbed... URL: From kevin.comer at veracitypayments.com Thu May 16 13:22:31 2013 From: kevin.comer at veracitypayments.com (Kevin) Date: Thu, 16 May 2013 10:22:31 -0700 (PDT) Subject: [rt-users] RT at a Glance error after upgrade from 4.011 to 4.0.12 In-Reply-To: <1368472930897-53829.post@n7.nabble.com> References: <1368472930897-53829.post@n7.nabble.com> Message-ID: <1368724951090-53887.post@n7.nabble.com> Both of the errors I am seeing are only occurring under the ROOT login Tools > Configuration > Users ( Select a user and from their page hit RT at a Glance ) Tools > Configuration > Global > RT at a Glance menu. I receive the error "An internal RT error has occurred. Your administrator can find more details in RT's log files." Error log messages in first post All other links are working under ROOT or a USER ID One more note The RT at A Glance is working from Settings > RT at a Glance -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-at-a-Glance-error-after-upgrade-from-4-011-to-4-0-12-tp53829p53887.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From JThuau at spacex.com Thu May 16 13:29:03 2013 From: JThuau at spacex.com (Jok Thuau) Date: Thu, 16 May 2013 17:29:03 +0000 Subject: [rt-users] RT at a Glance error after upgrade from 4.011 to 4.0.12 In-Reply-To: <1368724951090-53887.post@n7.nabble.com> Message-ID: On 5/16/13 10:22 AM, "Kevin" wrote: >Both of the errors I am seeing are only occurring under the ROOT login > >Tools > Configuration > Users ( Select a user and from their page hit RT >at >a Glance ) > >Tools > Configuration > Global > RT at a Glance menu. > >I receive the error "An internal RT error has occurred. Your administrator >can find more details in RT's log files." >Error log messages in first post Kevin, please provide the error log in question. This will greatly help in debugging the problem. Thanks, Jok From kevin.comer at veracitypayments.com Thu May 16 13:42:47 2013 From: kevin.comer at veracitypayments.com (Kevin Comer) Date: Thu, 16 May 2013 13:42:47 -0400 Subject: [rt-users] RT at a Glance error after upgrade from 4.011 to 4.0.12 In-Reply-To: References: Message-ID: <51951A97.9080008@veracitypayments.com> In my first post I placed the errors, but here they are again. The entire log file is too large to load here This error is from the Global menu RT at a Glance [Thu May 16 17:32:48 2013] [error]: Can't call method "Content" on an undefined value at /opt/rt4/share/html/Admin/Global/MyRT.html line 69. Stack: [/opt/rt4/share/html/Admin/Global/MyRT.html:69] [/opt/rt4/share/html/Admin/autohandler:49] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:634] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) This error is from the users page RT at a Glance Stack: [/opt/rt4/share/html/Admin/Users/MyRT.html:96] [/opt/rt4/share/html/Admin/autohandler:49] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:634] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) Kevin Comer Linux Admin Veracitypayment Solutions 404-492-6591 On 05/16/2013 01:29 PM, Jok Thuau wrote: > On 5/16/13 10:22 AM, "Kevin" wrote: > >> Both of the errors I am seeing are only occurring under the ROOT login >> >> Tools > Configuration > Users ( Select a user and from their page hit RT >> at >> a Glance ) >> >> Tools > Configuration > Global > RT at a Glance menu. >> >> I receive the error "An internal RT error has occurred. Your administrator >> can find more details in RT's log files." >> Error log messages in first post > Kevin, please provide the error log in question. This will greatly help in > debugging the problem. > > Thanks, > Jok > The information transmitted in this email is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you received this email in error, please contact the sender and delete the email from your computer. From pete.beebe at jibeconsulting.com Thu May 16 13:55:09 2013 From: pete.beebe at jibeconsulting.com (Pete Beebe) Date: Thu, 16 May 2013 17:55:09 +0000 Subject: [rt-users] Post upgrade 3.8.5 to 4.0.12 Global->RT At A Glance error Message-ID: <56E2FD69D191694AA55549EA705DE2181A134E7F@EXCH1.JIBECONSULTING.int> Hi Thomas, >>> Have you run rt-validator? Log file attached. All references are likely due to the deletion of old user records directly from mysql which we now know is not recommended. >>>What are the output of the 3 SQL queries I sent you earlier on this newly upgraded dev instance? All from the upgrade Oracle RT DEV instance: select id, Name, Description, ObjectType, ObjectId from Attributes where ObjectType='RT::System'; 137 Search - My Tickets [_1] highest priority tickets I own RT::System 1 138 Search - Unowned Tickets [_1] newest unowned tickets RT::System 1 139 HomepageSettings HomepageSettings RT::System 1 140 Search - My Tickets [_1] highest priority tickets I own RT::System 1 141 Search - Unowned Tickets [_1] newest unowned tickets RT::System 1 142 HomepageSettings HomepageSettings RT::System 1 153 Search - My Tickets [_1] highest priority tickets I own RT::System 1 154 Search - Unowned Tickets [_1] newest unowned tickets RT::System 1 155 HomepageSettings HomepageSettings RT::System 1 300 Search - Bookmarked Tickets Bookmarked Tickets RT::System 1 318 BrandedSubjectTag Queue id => subject tag map RT::System 1 3021 SavedSearch 10 highest priority tickets I own RT::System 1 3842 QueueCacheNeedsUpdate 0 RT::System 1 select id, Name, Created, LastUpdated from Users where Name in ('RT_System', 'Nobody', 'root'); 10 Nobody 06-SEP-05 06-SEP-05 1 RT_System 06-SEP-05 06-SEP-05 12 root 06-SEP-05 15-MAY-13 select id, Domain, Type, Created, LastUpdated from Groups where Type in ('Everyone', 'Privileged', 'Unprivileged'); 3 SystemInternal Everyone 4 SystemInternal Privileged 5 SystemInternal Unprivileged As a note, the duplicate "Search - Unowned Tickets" duplicates are likely a remnant of trying to fix a link issue in the previous 3.8.5 instance. Relevant thread here: http://www.gossamer-threads.com/lists/rt/users/58712 It's a side issue that was never satisfactorily resolved and would be preferable to clean out the duplicates. Here's the same SQL queries output from the original MySQL 3.8.5 database: mysql> select id, Name, Description, ObjectType, ObjectId from Attributes where ObjectType='RT::System'; +------+-----------------------------+-------------------------------------+------------+----------+ | id | Name | Description | ObjectType | ObjectId | +------+-----------------------------+-------------------------------------+------------+----------+ | 137 | Search - My Tickets | [_1] highest priority tickets I own | RT::System | 1 | | 138 | Search - Unowned Tickets | [_1] newest unowned tickets | RT::System | 1 | | 139 | HomepageSettings | HomepageSettings | RT::System | 1 | | 140 | Search - My Tickets | [_1] highest priority tickets I own | RT::System | 1 | | 141 | Search - Unowned Tickets | [_1] newest unowned tickets | RT::System | 1 | | 142 | HomepageSettings | HomepageSettings | RT::System | 1 | | 153 | Search - My Tickets | [_1] highest priority tickets I own | RT::System | 1 | | 154 | Search - Unowned Tickets | [_1] newest unowned tickets | RT::System | 1 | | 155 | HomepageSettings | HomepageSettings | RT::System | 1 | | 300 | Search - Bookmarked Tickets | Bookmarked Tickets | RT::System | 1 | | 318 | BrandedSubjectTag | Queue id => subject tag map | RT::System | 1 | | 3021 | SavedSearch | 10 highest priority tickets I own | RT::System | 1 | +------+-----------------------------+-------------------------------------+------------+----------+ 12 rows in set (0.00 sec) mysql> select id, Name, Created, LastUpdated from Users where Name in ('RT_System', 'Nobody', 'root'); +----+-----------+---------------------+---------------------+ | id | Name | Created | LastUpdated | +----+-----------+---------------------+---------------------+ | 10 | Nobody | 2005-09-06 20:48:58 | 2005-09-06 20:48:58 | | 12 | root | 2005-09-06 20:48:58 | 2013-04-09 23:32:14 | | 1 | RT_System | 2005-09-06 20:48:58 | 2005-09-06 20:48:58 | +----+-----------+---------------------+---------------------+ 3 rows in set (0.00 sec) mysql> select id, Domain, Type from Groups where Type in ('Everyone','Privileged','Unprivileged'); +----+----------------+--------------+ | id | Domain | Type | +----+----------------+--------------+ | 3 | SystemInternal | Everyone | | 4 | SystemInternal | Privileged | | 5 | SystemInternal | Unprivileged | +----+----------------+--------------+ 3 rows in set (0.04 sec) Disclaimer: This electronic message may contain information that is Confidential or legally privileged. It is intended only for the use of the individual(s) and entity named in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material from your computer. Do not deliver, distribute or copy this message and do not disclose its contents or take any action in reliance on the information it contains. -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: rt-validator log of shame.txt URL: From trs at bestpractical.com Thu May 16 15:44:46 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 16 May 2013 12:44:46 -0700 Subject: [rt-users] QueueDeactivatedScrips In-Reply-To: <51949417.1020401@telecomitalia.sm> References: <5193A391.4040508@telecomitalia.sm> <519414E7.6000607@bestpractical.com> <51949417.1020401@telecomitalia.sm> Message-ID: <5195372E.5000302@bestpractical.com> On 05/16/2013 01:08 AM, Andrea gabellini - SC wrote: > Thomas, > > thank you. I will wait for the 4.2. What is the time line? It's our policy not to speculate on release dates. You can follow development on rt-devel mailing list which receives announcements of alpha 4.1 releases and then 4.2 "release candidates" for testing. Note that in general, alpha releases like 4.1.x releases shouldn't be used for production services. From trs at bestpractical.com Thu May 16 15:45:39 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 16 May 2013 12:45:39 -0700 Subject: [rt-users] Notify Actor In-Reply-To: <519493D1.7020205@telecomitalia.sm> References: <5193A06C.9000605@telecomitalia.sm> <51941569.2000607@bestpractical.com> <519493D1.7020205@telecomitalia.sm> Message-ID: <51953763.7020804@bestpractical.com> On 05/16/2013 01:07 AM, Andrea gabellini - SC wrote: > Thomas, > > I have 10 queues and only in one of them I need to notify the actor. > What about a config like this? > > Set(NotifyActor, { > 'default' => '0', > 'queue-name' => '1', > }); I understand the concept. What I'm asking is for an explanation why you want it for only 1 queue but not all the others. From pete.beebe at jibeconsulting.com Thu May 16 19:06:42 2013 From: pete.beebe at jibeconsulting.com (Pete Beebe) Date: Thu, 16 May 2013 23:06:42 +0000 Subject: [rt-users] Post upgrade 3.8.5 to 4.0.12 Global->RT At A Glance error Message-ID: <56E2FD69D191694AA55549EA705DE2181A137640@EXCH1.JIBECONSULTING.int> Hi Thomas, The guilt of leaving you with a rt-validator log file full of warnings didn't sit well with me. I went ahead and re-added the removed user records. Once done the rt-validator --check output was empty. ~Pete_Jibe Disclaimer: This electronic message may contain information that is Confidential or legally privileged. It is intended only for the use of the individual(s) and entity named in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material from your computer. Do not deliver, distribute or copy this message and do not disclose its contents or take any action in reliance on the information it contains. From ppb at usc.edu Thu May 16 20:14:37 2013 From: ppb at usc.edu (Philip Brown) Date: Thu, 16 May 2013 17:14:37 -0700 Subject: [rt-users] shredder on specific user Message-ID: <5195766D.8030306@usc.edu> After doing a few searches, it seems that using the "rt-shredder" tool is the one true way to delete a user. Unfortunately... i find the documentation on it, inscruitable :( Could someone please give me a simple, straightforward commandline to delete user X? I was hoping it would be as simple as rt-shredder --plugin User name=doomeduser but that does not seem to be adequate. From trs at bestpractical.com Thu May 16 21:05:10 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 16 May 2013 18:05:10 -0700 Subject: [rt-users] shredder on specific user In-Reply-To: <5195766D.8030306@usc.edu> References: <5195766D.8030306@usc.edu> Message-ID: <51958246.7010602@bestpractical.com> On 05/16/2013 05:14 PM, Philip Brown wrote: > After doing a few searches, it seems that using the "rt-shredder" tool > is the one true way to delete a user. > > Unfortunately... i find the documentation on it, inscruitable :( > > Could someone please give me a simple, straightforward commandline to > delete user X? > > I was hoping it would be as simple as > > > rt-shredder --plugin User name=doomeduser > > but that does not seem to be adequate. The format is incorrect. --plugin takes a single argument, but you've space separated it and hence it's two. See http://bestpractical.com/rt/docs/latest/rt-shredder.html for the proper format; you're close. Alternatively, use the admin web interface instead of the command line. Select "Users" from the object type and then enter "doomeduser" in the Name field. If the user isn't disabled, either disable them first or enter "enabled" in the status field (which defaults to "disabled" if empty, for safety). From shain.singh at gmail.com Fri May 17 00:40:29 2013 From: shain.singh at gmail.com (Shain Singh) Date: Fri, 17 May 2013 14:40:29 +1000 Subject: [rt-users] RT4/ExternalAuth/AD issues: In-Reply-To: <4B55AFC77347984C833D9142BAA4F6AB2B30EB5B@AMXPRD0611MB583.eurprd06.prod.outlook.com> References: <4B55AFC77347984C833D9142BAA4F6AB2B30EB5B@AMXPRD0611MB583.eurprd06.prod.outlook.com> Message-ID: Hi, Try the following: > # The username RT should use to connect to the LDAP server > > 'user' => 'ad-rt-user', set this to be the LDAP DN, i.e. 'cn=ad-rt-user',ou=OrgUnit,dc=domain,dc-local' > > 'filter' => > '(sAMAccountType=805306368)', I've used the (objectClass=user) as my filter. > > # The filter that will only match disabled users > > 'd_filter' => > '(&(sAMAccountType=805306368)(userAccountControl:1.2.840.113556.1.4.803:=2))', > I've used (objectClass=ThisWillNeverMatch) > > 'group' => 'RTusers', > cn=RTusers,ou=OrgUnit,dc=domain,dc=local -- Shaineel Singh e: shain.singh at gmail.com p: +61 422 921 951 w: http://buffet.shainsingh.com -- "Too many have dispensed with generosity to practice charity" - Albert Camus From ruz at bestpractical.com Fri May 17 05:28:00 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 17 May 2013 13:28:00 +0400 Subject: [rt-users] Minimum MySQL permission for RT database access In-Reply-To: References: Message-ID: Filed a ticket. On Thu, May 16, 2013 at 3:43 AM, William Muriithi < william.muriithi at gmail.com> wrote: > Thank you > > That's what I was looking for. Agree, its a little unnecessary but prefer > not being too generous as the application is external facing. > > If you guys ever get around cleaning the code to just use select, insert, > update and delete, please document it somewhere > > William > On May 15, 2013 10:12 AM, "Ruslan Zakirov" wrote: > >> On Wed, May 15, 2013 at 4:23 PM, William Muriithi < >> william.muriithi at gmail.com> wrote: >> >>> Hello, >>> >>> I have spent an hour or so looking at the least recommended permission >>> RT need to be able to manage mysql database and everybody seem to be taking >>> the easy way, grant everything >>> >> People usually don't grant any mysql level permissions and just trust RT >> to do so and the following is what RT grants: >> >> 18 "GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE >> 19 ON `$db_name`.* >> 20 TO '$db_user'\@'$db_rthost' >> 21 IDENTIFIED BY '$db_pass';", >> 22 ); >> >> It's a bit over-granting and I believe that our code is clean enough that >> it's possible to limit the list to SELECT,INSERT,UPDATE,DELETE, but I can >> not say it's possible for sure without fixing code. >> >> >>> Is it possible Best Practice has listed the necessary grants that is >>> needed for RT to work successfully on mysql server that I missed? Would >>> appreciate any guidance >>> >> >> RT's user in mysql (RT uses one account for operation) has to have >> SELECT, INSERT, UPDATE, DELETE rights on all RT's tables to operate. >> Upgrade steps should use DBA account for steps that require >> DROP/CREATE/ALTER/INDEX or any other rights, but as I said, considering >> above GRANT, this code may have "bugs" and use RT's primary account to >> perform some upgrade operations. >> >> What is the problem you're trying to solve? >> >>> Regards, >>> >>> William >>> >> >> >> >> -- >> Best regards, Ruslan. >> > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrea.gabellini.sc at telecomitalia.sm Fri May 17 06:06:00 2013 From: andrea.gabellini.sc at telecomitalia.sm (Andrea gabellini - SC) Date: Fri, 17 May 2013 12:06:00 +0200 Subject: [rt-users] Notify Actor In-Reply-To: <51953763.7020804@bestpractical.com> References: <5193A06C.9000605@telecomitalia.sm> <51941569.2000607@bestpractical.com> <519493D1.7020205@telecomitalia.sm> <51953763.7020804@bestpractical.com> Message-ID: <51960108.6050909@telecomitalia.sm> Thomas, this queue is a low traffic queue, and users that use it aren't so familiar with RT, so they prefer to have all emails in their mailbox, also those they send. Thanks, Andrea Il 16/05/2013 21:45, Thomas Sibley ha scritto: > On 05/16/2013 01:07 AM, Andrea gabellini - SC wrote: >> Thomas, >> >> I have 10 queues and only in one of them I need to notify the actor. >> What about a config like this? >> >> Set(NotifyActor, { >> 'default' => '0', >> 'queue-name' => '1', >> }); > I understand the concept. What I'm asking is for an explanation why you > want it for only 1 queue but not all the others. > > > -- ---------------------------------------------------------------- Maintenance-free: When it breaks, it can't be fixed... ---------------------------------------------------------------- Ing. *Andrea Gabellini* Email: andrea.gabellini at telecomitalia.sm Skype: andreagabellini Tel: (+378) 0549 886111 Fax: (+378) 0549 886188 Telecom Italia San Marino S.p.A. Strada degli Angariari, 3 47891 Rovereta Republic of San Marino http://www.telecomitalia.sm -------------- next part -------------- An HTML attachment was scrubbed... URL: From bergonz at labs.it Fri May 17 06:25:49 2013 From: bergonz at labs.it (Michele Bergonzoni) Date: Fri, 17 May 2013 12:25:49 +0200 Subject: [rt-users] Fulltext search error 500 on first try, then ok Message-ID: <519605AD.7070203@labs.it> [rt 4.0.9, postgres 9.1 with full text search, ubuntu 12.04.1, Apache 2.2.22, mod_fastcgi-SNAP-0910052141, Perl v5.14.2] I have a sporadic annoyance. When I try a fulltext search on all tickets ("any" keyword), it waits 10 seconds and then I get a 500 Internal server error. Apache error log says: [warn] FastCGI: (dynamic) server "/path/to/rt-4.0.9/sbin/rt-server.fcgi" (pid 10410) terminated due to uncaught signal '13' (Broken pipe) And postgresql log: LOG: could not receive data from client: Connection reset by peer LOG: unexpected EOF on client connection LOG: could not receive data from client: Connection reset by peer LOG: unexpected EOF on client connection (four lines in the same second as the Apache line) If i retry immediately after, all goes well and the results is displayed in maybe 2-3 seconds. Even if I purposely try a search that I know will return thousands of tickets, all goes well in a few seconds and tickets are retrieved. The rt-fulltext-indexer is run every ten minutes and completes in a few seconds. Postgres statement timeout is 0 (disabled), mod_fastcgi -idle-timeout is set to 300. Besides telling users to keep calm and carry on hitting F5, does anybody have any troubleshooting path to suggest? Please keep in mind that reproducing this is not easy, today I saw it only once. Thanks in advance, Bergonz -- Ing. Michele Bergonzoni - Laboratori Guglielmo Marconi S.p.a. Phone:+39-051-6781926 e-mail: bergonz at labs.it alt.advanced.networks.design.configure.operate From jbrandt at bestpractical.com Fri May 17 08:46:35 2013 From: jbrandt at bestpractical.com (Jim Brandt) Date: Fri, 17 May 2013 08:46:35 -0400 Subject: [rt-users] Flaws on RT::Extension::RepeatTicket search In-Reply-To: <8BFBF14CE1F57C46A863FE2E8F367A89135599DD@p1hkdcwx03.hk.principleone.com> References: <8BFBF14CE1F57C46A863FE2E8F367A8913557460@p1hkdcwx03.hk.principleone.com> <51937560.8000307@bestpractical.com> <8BFBF14CE1F57C46A863FE2E8F367A89135599DD@p1hkdcwx03.hk.principleone.com> Message-ID: <519626AB.4060904@bestpractical.com> > > I did and it did show up. But the problem is that field only appear > when ticket already repeat at least one time, am I correct? For > example, now I create a recurrent ticket same month and day in next > year, after 3 months and I did a search, OriginalTicket should not > create as it haven't been repeat, please clarify if something wrong > in my concept. Thanks. You're correct, the initial ticket doesn't record a link to itself which would allow you to search on it. To track down the repeating tickets that haven't repeated yet, look at the code in the rt-repeat-ticket script you schedule in cron. It looks for all tickets with attribute 'RepeatTicketSettings'. You could just put a debug statement in that script to print the ticket id of each ticket, then run the script. From duncan.carter at trustonic.com Fri May 17 08:51:01 2013 From: duncan.carter at trustonic.com (Duncan Carter) Date: Fri, 17 May 2013 12:51:01 +0000 Subject: [rt-users] RT4/ExternalAuth/AD issues: In-Reply-To: References: <4B55AFC77347984C833D9142BAA4F6AB2B30EB5B@AMXPRD0611MB583.eurprd06.prod.outlook.com> Message-ID: <4B55AFC77347984C833D9142BAA4F6AB2B3105CD@AMXPRD0611MB583.eurprd06.prod.outlook.com> Hi Shain, Hasn't helped I'm afraid, double checked the settings, restarted Apache, tried to login and same errors received on web site and in logs. Kind regards, -----Original Message----- From: Shain Singh [mailto:shain.singh at gmail.com] Hi, Try the following: > # The username RT should use to connect to the LDAP server > 'user' => 'ad-rt-user', set this to be the LDAP DN, i.e. 'cn=ad-rt-user',ou=OrgUnit,dc=domain,dc-local' > 'filter' => > '(sAMAccountType=805306368)', I've used the (objectClass=user) as my filter. > # The filter that will only match disabled users > > 'd_filter' => > '(&(sAMAccountType=805306368)(userAccountControl:1.2.840.113556.1.4.803:=2))', I've used (objectClass=ThisWillNeverMatch) > 'group' => 'RTusers', cn=RTusers,ou=OrgUnit,dc=domain,dc=local From shain.singh at gmail.com Fri May 17 09:06:00 2013 From: shain.singh at gmail.com (Shain Singh) Date: Fri, 17 May 2013 23:06:00 +1000 Subject: [rt-users] RT4/ExternalAuth/AD issues: In-Reply-To: <4B55AFC77347984C833D9142BAA4F6AB2B3105CD@AMXPRD0611MB583.eurprd06.prod.outlook.com> References: <4B55AFC77347984C833D9142BAA4F6AB2B30EB5B@AMXPRD0611MB583.eurprd06.prod.outlook.com> <4B55AFC77347984C833D9142BAA4F6AB2B3105CD@AMXPRD0611MB583.eurprd06.prod.outlook.com> Message-ID: <679011A9-A83F-4561-AB11-F331C5232B05@gmail.com> Take a tcpdump of the LDAP traffic to see if its binding properly. -- Shain Singh +61 422 921 951 // sent from mobile device On 17/05/2013, at 10:51 PM, Duncan Carter wrote: > Hi Shain, > > Hasn't helped I'm afraid, double checked the settings, restarted Apache, tried to login and same errors received on web site and in logs. > > Kind regards, > > -----Original Message----- > From: Shain Singh [mailto:shain.singh at gmail.com] > > Hi, > > Try the following: > >> # The username RT should use to connect to the LDAP server >> 'user' => 'ad-rt-user', > set this to be the LDAP DN, i.e. 'cn=ad-rt-user',ou=OrgUnit,dc=domain,dc-local' > >> 'filter' => >> '(sAMAccountType=805306368)', > I've used the (objectClass=user) as my filter. > > >> # The filter that will only match disabled users >> >> 'd_filter' => >> '(&(sAMAccountType=805306368)(userAccountControl:1.2.840.113556.1.4.803:=2))', > I've used (objectClass=ThisWillNeverMatch) > >> 'group' => 'RTusers', > cn=RTusers,ou=OrgUnit,dc=domain,dc=local > > From vadud3 at gmail.com Fri May 17 09:11:42 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 17 May 2013 09:11:42 -0400 Subject: [rt-users] RT4/ExternalAuth/AD issues: In-Reply-To: <4B55AFC77347984C833D9142BAA4F6AB2B30EB5B@AMXPRD0611MB583.eurprd06.prod.outlook.com> References: <4B55AFC77347984C833D9142BAA4F6AB2B30EB5B@AMXPRD0611MB583.eurprd06.prod.outlook.com> Message-ID: On Thu, May 16, 2013 at 11:37 AM, Duncan Carter wrote: > # There should only be one @Plugins declaration in your config file.**** > > #Set(@Plugins,(qw(RT::Extension::QuickDelete RT::Extension::CommandByMail > RT::Authen::ExternalAuth))); > Looks like @Plugins commented out? -- 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 ruz at bestpractical.com Fri May 17 09:15:43 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 17 May 2013 17:15:43 +0400 Subject: [rt-users] Flaws on RT::Extension::RepeatTicket search In-Reply-To: <519626AB.4060904@bestpractical.com> References: <8BFBF14CE1F57C46A863FE2E8F367A8913557460@p1hkdcwx03.hk.principleone.com> <51937560.8000307@bestpractical.com> <8BFBF14CE1F57C46A863FE2E8F367A89135599DD@p1hkdcwx03.hk.principleone.com> <519626AB.4060904@bestpractical.com> Message-ID: Then the following TicketSQL can be used: HasAttribute = 'RepeatTicketSettings' On Fri, May 17, 2013 at 4:46 PM, Jim Brandt wrote: > > >> I did and it did show up. But the problem is that field only appear >> when ticket already repeat at least one time, am I correct? For >> example, now I create a recurrent ticket same month and day in next >> year, after 3 months and I did a search, OriginalTicket should not >> create as it haven't been repeat, please clarify if something wrong >> in my concept. Thanks. >> > > You're correct, the initial ticket doesn't record a link to itself which > would allow you to search on it. To track down the repeating tickets that > haven't repeated yet, look at the code in the rt-repeat-ticket script you > schedule in cron. It looks for all tickets with attribute > 'RepeatTicketSettings'. You could just put a debug statement in that script > to print the ticket id of each ticket, then run the script. > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/**training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From g.mason at fairfx.com Fri May 17 10:37:47 2013 From: g.mason at fairfx.com (saxmad) Date: Fri, 17 May 2013 07:37:47 -0700 (PDT) Subject: [rt-users] Problems upgrading from 3.9.3 In-Reply-To: References: <20130423151411.GC14158@jibsheet.com> <1366794677920-53596.post@n7.nabble.com> <1366801571799-53598.post@n7.nabble.com> <517801DD.4080808@bestpractical.com> <1366881764757-53610.post@n7.nabble.com> <1367504461280-53710.post@n7.nabble.com> <1368547054458-53840.post@n7.nabble.com> <5192900C.2010506@bestpractical.com> Message-ID: <1368801467868-53907.post@n7.nabble.com> I'm on Postgres 9.2 on Debian Wheezy. So is this a Postgres issue or an RT upgrade issue ? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problems-upgrading-from-3-9-3-tp53543p53907.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruz at bestpractical.com Fri May 17 10:45:35 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 17 May 2013 18:45:35 +0400 Subject: [rt-users] Problems upgrading from 3.9.3 In-Reply-To: <1368801467868-53907.post@n7.nabble.com> References: <20130423151411.GC14158@jibsheet.com> <1366794677920-53596.post@n7.nabble.com> <1366801571799-53598.post@n7.nabble.com> <517801DD.4080808@bestpractical.com> <1366881764757-53610.post@n7.nabble.com> <1367504461280-53710.post@n7.nabble.com> <1368547054458-53840.post@n7.nabble.com> <5192900C.2010506@bestpractical.com> <1368801467868-53907.post@n7.nabble.com> Message-ID: On Fri, May 17, 2013 at 6:37 PM, saxmad wrote: > I'm on Postgres 9.2 on Debian Wheezy. > > So is this a Postgres issue or an RT upgrade issue ? > Both. RT uses something that is deleted. Pg deleted something that is used by software. > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Problems-upgrading-from-3-9-3-tp53543p53907.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From g.mason at fairfx.com Fri May 17 12:04:47 2013 From: g.mason at fairfx.com (saxmad) Date: Fri, 17 May 2013 09:04:47 -0700 (PDT) Subject: [rt-users] Problems upgrading from 3.9.3 In-Reply-To: References: <1366801571799-53598.post@n7.nabble.com> <517801DD.4080808@bestpractical.com> <1366881764757-53610.post@n7.nabble.com> <1367504461280-53710.post@n7.nabble.com> <1368547054458-53840.post@n7.nabble.com> <5192900C.2010506@bestpractical.com> <1368801467868-53907.post@n7.nabble.com> Message-ID: <1368806687092-53909.post@n7.nabble.com> Hmm, so is there a workaround/fix for this from either side, or is 9.2 not really supported fully ? I have had 9.2 running fine on a completely fresh install of RT 4.0.7. Would it better to go back to PG 9.1 to get this upgrade sorted ? Thanks for all the help so far ... -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problems-upgrading-from-3-9-3-tp53543p53909.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From pete.beebe at jibeconsulting.com Fri May 17 12:13:01 2013 From: pete.beebe at jibeconsulting.com (Pete Beebe) Date: Fri, 17 May 2013 16:13:01 +0000 Subject: [rt-users] Post upgrade 3.8.5 to 4.0.12 Global->RT At A Glance error Message-ID: <56E2FD69D191694AA55549EA705DE2181A13A345@EXCH1.JIBECONSULTING.int> Hi Thomas, Looks like the mail filter stopped this one from going through due to the attached log file. Re-forwarding minus log file. Also of note, yesterday evening I brought our RTPROD server offline for a reboot. When the OS was back online I backed up the existing RTPROD installation directory and re-ran the configuration to re-create the install directory. I then copied over our RT_SiteConfig file and custom log and started the web service back up. I re-tested the Global At A Glance setting and found that the issue was no longer appearing. So....nothing done on the database end (other than re-instating those user records). For this particular problem it seems that me laying down a new install base somehow corrected the original issue. ~Pete_Jibe -----Original Message----- From: Pete Beebe Sent: Thursday, May 16, 2013 10:55 AM To: 'rt-users at lists.bestpractical.com' Subject: RE: [rt-users] Post upgrade 3.8.5 to 4.0.12 Global->RT At A Glance error Hi Thomas, >>> Have you run rt-validator? Log file attached. All references are likely due to the deletion of old user records directly from mysql which we now know is not recommended. >>>What are the output of the 3 SQL queries I sent you earlier on this newly upgraded dev instance? All from the upgrade Oracle RT DEV instance: select id, Name, Description, ObjectType, ObjectId from Attributes where ObjectType='RT::System'; 137 Search - My Tickets [_1] highest priority tickets I own RT::System 1 138 Search - Unowned Tickets [_1] newest unowned tickets RT::System 1 139 HomepageSettings HomepageSettings RT::System 1 140 Search - My Tickets [_1] highest priority tickets I own RT::System 1 141 Search - Unowned Tickets [_1] newest unowned tickets RT::System 1 142 HomepageSettings HomepageSettings RT::System 1 153 Search - My Tickets [_1] highest priority tickets I own RT::System 1 154 Search - Unowned Tickets [_1] newest unowned tickets RT::System 1 155 HomepageSettings HomepageSettings RT::System 1 300 Search - Bookmarked Tickets Bookmarked Tickets RT::System 1 318 BrandedSubjectTag Queue id => subject tag map RT::System 1 3021 SavedSearch 10 highest priority tickets I own RT::System 1 3842 QueueCacheNeedsUpdate 0 RT::System 1 select id, Name, Created, LastUpdated from Users where Name in ('RT_System', 'Nobody', 'root'); 10 Nobody 06-SEP-05 06-SEP-05 1 RT_System 06-SEP-05 06-SEP-05 12 root 06-SEP-05 15-MAY-13 select id, Domain, Type, Created, LastUpdated from Groups where Type in ('Everyone', 'Privileged', 'Unprivileged'); 3 SystemInternal Everyone 4 SystemInternal Privileged 5 SystemInternal Unprivileged As a note, the duplicate "Search - Unowned Tickets" duplicates are likely a remnant of trying to fix a link issue in the previous 3.8.5 instance. Relevant thread here: http://www.gossamer-threads.com/lists/rt/users/58712 It's a side issue that was never satisfactorily resolved and would be preferable to clean out the duplicates. Here's the same SQL queries output from the original MySQL 3.8.5 database: mysql> select id, Name, Description, ObjectType, ObjectId from Attributes where ObjectType='RT::System'; +------+-----------------------------+-------------------------------------+------------+----------+ | id | Name | Description | ObjectType | ObjectId | +------+-----------------------------+-------------------------------------+------------+----------+ | 137 | Search - My Tickets | [_1] highest priority tickets I own | RT::System | 1 | | 138 | Search - Unowned Tickets | [_1] newest unowned tickets | RT::System | 1 | | 139 | HomepageSettings | HomepageSettings | RT::System | 1 | | 140 | Search - My Tickets | [_1] highest priority tickets I own | RT::System | 1 | | 141 | Search - Unowned Tickets | [_1] newest unowned tickets | RT::System | 1 | | 142 | HomepageSettings | HomepageSettings | RT::System | 1 | | 153 | Search - My Tickets | [_1] highest priority tickets I own | RT::System | 1 | | 154 | Search - Unowned Tickets | [_1] newest unowned tickets | RT::System | 1 | | 155 | HomepageSettings | HomepageSettings | RT::System | 1 | | 300 | Search - Bookmarked Tickets | Bookmarked Tickets | RT::System | 1 | | 318 | BrandedSubjectTag | Queue id => subject tag map | RT::System | 1 | | 3021 | SavedSearch | 10 highest priority tickets I own | RT::System | 1 | +------+-----------------------------+-------------------------------------+------------+----------+ 12 rows in set (0.00 sec) mysql> select id, Name, Created, LastUpdated from Users where Name in ('RT_System', 'Nobody', 'root'); +----+-----------+---------------------+---------------------+ | id | Name | Created | LastUpdated | +----+-----------+---------------------+---------------------+ | 10 | Nobody | 2005-09-06 20:48:58 | 2005-09-06 20:48:58 | | 12 | root | 2005-09-06 20:48:58 | 2013-04-09 23:32:14 | | 1 | RT_System | 2005-09-06 20:48:58 | 2005-09-06 20:48:58 | +----+-----------+---------------------+---------------------+ 3 rows in set (0.00 sec) mysql> select id, Domain, Type from Groups where Type in ('Everyone','Privileged','Unprivileged'); +----+----------------+--------------+ | id | Domain | Type | +----+----------------+--------------+ | 3 | SystemInternal | Everyone | | 4 | SystemInternal | Privileged | | 5 | SystemInternal | Unprivileged | +----+----------------+--------------+ 3 rows in set (0.04 sec) Disclaimer: This electronic message may contain information that is Confidential or legally privileged. It is intended only for the use of the individual(s) and entity named in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material from your computer. Do not deliver, distribute or copy this message and do not disclose its contents or take any action in reliance on the information it contains. From pavel.sidlo at linuxbox.cz Fri May 17 12:13:38 2013 From: pavel.sidlo at linuxbox.cz (pavel.sidlo at linuxbox.cz) Date: Fri, 17 May 2013 18:13:38 +0200 Subject: [rt-users] Problems upgrading from 3.9.3 In-Reply-To: <1368806687092-53909.post@n7.nabble.com> References: <1366801571799-53598.post@n7.nabble.com> <517801DD.4080808@bestpractical.com> <1366881764757-53610.post@n7.nabble.com> <1367504461280-53710.post@n7.nabble.com> <1368547054458-53840.post@n7.nabble.com> <5192900C.2010506@bestpractical.com> <1368801467868-53907.post@n7.nabble.com> <1368806687092-53909.post@n7.nabble.com> Message-ID: Few weeks ago I had exactly same issue during upgrade from 3.8.13 to 4.0.10. Because I didn't find root cause of this issue I had to install PG 9.1 temporarily (on other virtual machine) then import DB from PG 9.2.x, upgrade and then export back to 9.2.x. Best regards, Pavel Pavel ?idlo ------------------------------------- LinuxBox.cz, s.r.o. 28. ??jna 168, 709 00 Ostrava tel.: +420 591 166 234 mob.: +420 737 238 334 web: www.linuxbox.cz mobil servis: +420 737 238 656 email servis: servis at linuxbox.cz ------------------------------------- |------------> | Od: | |------------> >--------------------------------------------------------------------------------------------------------------------------------------------------| |saxmad | >--------------------------------------------------------------------------------------------------------------------------------------------------| |------------> | Komu: | |------------> >--------------------------------------------------------------------------------------------------------------------------------------------------| |rt-users at lists.bestpractical.com, | >--------------------------------------------------------------------------------------------------------------------------------------------------| |------------> | Datum: | |------------> >--------------------------------------------------------------------------------------------------------------------------------------------------| |05/17/2013 18:05 | >--------------------------------------------------------------------------------------------------------------------------------------------------| |------------> | P?edm?t: | |------------> >--------------------------------------------------------------------------------------------------------------------------------------------------| |Re: [rt-users] Problems upgrading from 3.9.3 | >--------------------------------------------------------------------------------------------------------------------------------------------------| Hmm, so is there a workaround/fix for this from either side, or is 9.2 not really supported fully ? I have had 9.2 running fine on a completely fresh install of RT 4.0.7. Would it better to go back to PG 9.1 to get this upgrade sorted ? Thanks for all the help so far ... -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problems-upgrading-from-3-9-3-tp53543p53909.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: graycol.gif Type: image/gif Size: 105 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: ecblank.gif Type: image/gif Size: 45 bytes Desc: not available URL: From trs at bestpractical.com Fri May 17 14:50:21 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 17 May 2013 11:50:21 -0700 Subject: [rt-users] Post upgrade 3.8.5 to 4.0.12 Global->RT At A Glance error In-Reply-To: <56E2FD69D191694AA55549EA705DE2181A13A345@EXCH1.JIBECONSULTING.int> References: <56E2FD69D191694AA55549EA705DE2181A13A345@EXCH1.JIBECONSULTING.int> Message-ID: <51967BED.7090002@bestpractical.com> On 05/17/2013 09:13 AM, Pete Beebe wrote: > Hi Thomas, > > Looks like the mail filter stopped this one from going through due to > the attached log file. Re-forwarding minus log file. It was briefly stopped, yes, but I let it through manually. There's a size limit on posts at which point they require manual moderation. > Also of note, yesterday evening I brought our RTPROD server offline > for a reboot. When the OS was back online I backed up the existing > RTPROD installation directory and re-ran the configuration to > re-create the install directory. I then copied over our > RT_SiteConfig file and custom log and started the web service back > up. I re-tested the Global At A Glance setting and found that the > issue was no longer appearing. > > So....nothing done on the database end (other than re-instating those > user records). For this particular problem it seems that me laying > down a new install base somehow corrected the original issue. Out of curiosity, how did you reinstate the user records? The error was still occurring after you'd reinstated them, but before you reinstalled, right? I'm surprised that a new install would correct the issue, but it is possible. Basically a component was returning an unexpected empty value. Can you run `diff -ruN` against the two install trees (the one you backed up and the one currently in use)? Alternatively, sent two tarballs over and I can do it. Thanks for continuing to dig at this and all the info you've provided. Thomas From trs at bestpractical.com Fri May 17 14:59:44 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 17 May 2013 11:59:44 -0700 Subject: [rt-users] Notify Actor In-Reply-To: <51960108.6050909@telecomitalia.sm> References: <5193A06C.9000605@telecomitalia.sm> <51941569.2000607@bestpractical.com> <519493D1.7020205@telecomitalia.sm> <51953763.7020804@bestpractical.com> <51960108.6050909@telecomitalia.sm> Message-ID: <51967E20.3000803@bestpractical.com> On 05/17/2013 03:06 AM, Andrea gabellini - SC wrote: > Thomas, > > this queue is a low traffic queue, and users that use it aren't so > familiar with RT, so they prefer to have all emails in their mailbox, > also those they send. Nod. NotifyActor is also changeable a per-user preference (Logged in as ... -> Settings, look under the "Mail" section). Perhaps it would be sufficient for those users to simply flip the "Outgoing mail" preference to yes for themselves while leaving the global $NotifyActor preference off. From ruz at bestpractical.com Fri May 17 15:01:51 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 17 May 2013 23:01:51 +0400 Subject: [rt-users] Problems upgrading from 3.9.3 In-Reply-To: <1368806687092-53909.post@n7.nabble.com> References: <1366801571799-53598.post@n7.nabble.com> <517801DD.4080808@bestpractical.com> <1366881764757-53610.post@n7.nabble.com> <1367504461280-53710.post@n7.nabble.com> <1368547054458-53840.post@n7.nabble.com> <5192900C.2010506@bestpractical.com> <1368801467868-53907.post@n7.nabble.com> <1368806687092-53909.post@n7.nabble.com> Message-ID: On Fri, May 17, 2013 at 8:04 PM, saxmad wrote: > Hmm, so is there a workaround/fix for this from either side, or is 9.2 not > really supported fully ? I have had 9.2 running fine on a completely fresh > install of RT 4.0.7. Would it better to go back to PG 9.1 to get this > upgrade sorted ? > > Thanks for all the help so far ... > > I've checked DBD::Pg's git repository. Problem is actually in that module and you're lucky. It's been fixed in 2.19.3 (the latest from the CPAN), but was not mentioned in the changelog. Upgrade the module and try again. -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Problems-upgrading-from-3-9-3-tp53543p53909.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From pete.beebe at jibeconsulting.com Fri May 17 16:36:39 2013 From: pete.beebe at jibeconsulting.com (Pete Beebe) Date: Fri, 17 May 2013 20:36:39 +0000 Subject: [rt-users] Post upgrade 3.8.5 to 4.0.12 Global->RT At A Glance error Message-ID: <56E2FD69D191694AA55549EA705DE2181A13BBDB@EXCH1.JIBECONSULTING.int> Hi Thomas, >>>Out of curiosity, how did you reinstate the user records? On the original RT 3.8.5 server I had a couple of mysql dumps available with the previously deleted records still intact. On the original server I copied one of the mysql backups to the RTDEV server, imported it into an empty MySQL rt database and then ran the upgrade to 4.0.12 followed by the migration to the Oracle schema. I then extracted the specific deleted records from the RTDEV Oracle schema and inserted them into the RTPROD User table followed by re-generating the User table sequence. If I was more savvy I probably could have just reconstructed the insert queries manually but the above method worked out well enough, just took a bit more time. >>> The error was still occurring after you'd reinstated them, but before you reinstalled, right? This is correct. I re-instated the deleted user records into RTPROD and the Global RT At A Glance error was still occurring. It was only when I rebooted the RTPROD server and re-ran the base directory installation that the error cleared. What I didn't do which I should have done was re-test after the RTPROD reboot and before running the new base directory installation. >>> Can you run `diff -ruN` against the two install trees (the one you backed up and the one currently in use)? Zip file is 190KB in size. I will be sending it separate from this reply. I cut out the session_data diff output to trim down the original log file (4MB). If you prefer that this additional diff info be included I can simply send you the zipped 4MB log file. ~Pete_Jibe Disclaimer: This electronic message may contain information that is Confidential or legally privileged. It is intended only for the use of the individual(s) and entity named in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material from your computer. Do not deliver, distribute or copy this message and do not disclose its contents or take any action in reliance on the information it contains. From pete.beebe at jibeconsulting.com Fri May 17 16:37:41 2013 From: pete.beebe at jibeconsulting.com (Pete Beebe) Date: Fri, 17 May 2013 20:37:41 +0000 Subject: [rt-users] Post upgrade 3.8.5 to 4.0.12 Global->RT At A Glance error Message-ID: <56E2FD69D191694AA55549EA705DE2181A13BBEB@EXCH1.JIBECONSULTING.int> E-mailing 190KB Diff.zip file for review (minus session_data diff output in order to trim down log file). ~Pete_Jibe Disclaimer: This electronic message may contain information that is Confidential or legally privileged. It is intended only for the use of the individual(s) and entity named in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material from your computer. Do not deliver, distribute or copy this message and do not disclose its contents or take any action in reliance on the information it contains. -------------- next part -------------- A non-text attachment was scrubbed... Name: diff.zip Type: application/x-zip-compressed Size: 195041 bytes Desc: diff.zip URL: From trs at bestpractical.com Fri May 17 17:28:56 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 17 May 2013 14:28:56 -0700 Subject: [rt-users] Post upgrade 3.8.5 to 4.0.12 Global->RT At A Glance error In-Reply-To: <56E2FD69D191694AA55549EA705DE2181A13BBDB@EXCH1.JIBECONSULTING.int> References: <56E2FD69D191694AA55549EA705DE2181A13BBDB@EXCH1.JIBECONSULTING.int> Message-ID: <5196A118.7000604@bestpractical.com> On 05/17/2013 01:36 PM, Pete Beebe wrote: >>>> Can you run `diff -ruN` against the two install trees (the one >>>> you backed up and the one currently in use)? > > Zip file is 190KB in size. I will be sending it separate from this > reply. I cut out the session_data diff output to trim down the > original log file (4MB). If you prefer that this additional diff > info be included I can simply send you the zipped 4MB log file. The session data isn't necessary (and shouldn't be published publicly either; sessions contain private data). I filtered out irrelevant files (the new RT-Authen-ExternalAuth install, Mason cache files, documentation files (man and pod)) from the diff you sent, and it left no significant changes. Frustratingly, I still can't reproduce the error locally on a handful of long-lived RT instances all of which have been upgraded through 4.0.12. Thomas From andrea.gabellini.sc at telecomitalia.sm Sat May 18 07:02:18 2013 From: andrea.gabellini.sc at telecomitalia.sm (Andrea gabellini - SC) Date: Sat, 18 May 2013 13:02:18 +0200 Subject: [rt-users] Notify Actor In-Reply-To: <51967E20.3000803@bestpractical.com> References: <5193A06C.9000605@telecomitalia.sm> <51941569.2000607@bestpractical.com> <519493D1.7020205@telecomitalia.sm> <51953763.7020804@bestpractical.com> <51960108.6050909@telecomitalia.sm> <51967E20.3000803@bestpractical.com> Message-ID: <51975FBA.6050306@telecomitalia.sm> Thomas, thank you. The solution was so simple... Andrea Il 17/05/2013 20:59, Thomas Sibley ha scritto: > On 05/17/2013 03:06 AM, Andrea gabellini - SC wrote: >> Thomas, >> >> this queue is a low traffic queue, and users that use it aren't so >> familiar with RT, so they prefer to have all emails in their mailbox, >> also those they send. > Nod. NotifyActor is also changeable a per-user preference (Logged in as > ... -> Settings, look under the "Mail" section). > > Perhaps it would be sufficient for those users to simply flip the > "Outgoing mail" preference to yes for themselves while leaving the > global $NotifyActor preference off. > > > -- ---------------------------------------------------------------- Why do they call this a word processor? It's simple, ... you've seen what food processors do to food, right? ---------------------------------------------------------------- Ing. *Andrea Gabellini* Email: andrea.gabellini at telecomitalia.sm Skype: andreagabellini Tel: (+378) 0549 886111 Fax: (+378) 0549 886188 Telecom Italia San Marino S.p.A. Strada degli Angariari, 3 47891 Rovereta Republic of San Marino http://www.telecomitalia.sm -------------- next part -------------- An HTML attachment was scrubbed... URL: From shane at markentsolutions.com Sat May 18 12:21:21 2013 From: shane at markentsolutions.com (Shane Vedvik) Date: Sat, 18 May 2013 16:21:21 +0000 Subject: [rt-users] Adding custom field to RT at a glance's 10 highest priority tickets I own section Message-ID: <51BDC13E3C3CA24B8767DECA7CAB674A0B5E80@exch1.MK.local> Hi, My instance of RT has a custom field called Org that contains a unique organization id for the customer the ticket is for. I would like to be able to add this field to the RT at a glance page in the 10 highest priority tickets I own section as well as the 10 newest unowned tickets section. Does anyone have any ideas on how to do this. When I click the edit links a list of fields is shown, but my custom fields are not in the list. Thanks. Shane From landonstewart at gmail.com Sat May 18 18:55:39 2013 From: landonstewart at gmail.com (Landon) Date: Sat, 18 May 2013 15:55:39 -0700 Subject: [rt-users] Fwd: Parent/Child relationships for tickets in RT REST In-Reply-To: References: Message-ID: Hello, I also posted this on rt-devel but it's not really a development of RT issue. More like a REST interface issue. I hope it's OK that I'm crossposting it here. I'm writing some perl that analyzes new Incident Reports in RTIR and looks for related Incidents that might already exist. I cannot however figure out how to link them now because there's no Parent/Child relationship in RT ::Client::REST. Can anyone offer some guidance on what I can do? I'm about an hour into the coding and this is a major roadblock. http://search.cpan.org/~jlmartin/RT-Client-REST-0.43/lib/RT/Client/REST.pm Shows: link_tickets (src => $id1, dst => $id2, link_type => $type) Create a link between two tickets. A link type can be one of the following: - DependsOn - DependedOnBy - RefersTo - ReferredToBy - HasMember - MemberOf Should I have just gone ahead and used LWP or would I still have the same problem? -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From jkelsh at netspot.com.au Sun May 19 21:56:29 2013 From: jkelsh at netspot.com.au (John Kelsh) Date: Mon, 20 May 2013 11:26:29 +0930 Subject: [rt-users] Fwd: Parent/Child relationships for tickets in RT REST In-Reply-To: References: Message-ID: <519982CD.9080704@netspot.com.au> Hi Landon, HasMember & MemberOf should create a Parent/Child relationship shouldn't it? John On 19/05/13 8:25 AM, Landon wrote: > Hello, > > I also posted this on rt-devel but it's not really a development of RT > issue. More like a REST interface issue. I hope it's OK that I'm > crossposting it here. > > I'm writing some perl that analyzes new Incident Reports in RTIR and > looks for related Incidents that might already exist. I cannot however > figure out how to link them now because there's no Parent/Child > relationship in RT::Client::REST. Can anyone offer some guidance on what > I can do? I'm about an hour into the coding and this is a major roadblock. > > http://search.cpan.org/~jlmartin/RT-Client-REST-0.43/lib/RT/Client/REST.pm > Shows: > link_tickets (src => $id1, dst => $id2, link_type => $type) > > Create a link between two tickets. A link type can be one of the > following: > > * DependsOn > * DependedOnBy > * RefersTo > * ReferredToBy > * HasMember > * MemberOf > > Should I have just gone ahead and used LWP or would I still have the > same problem? > > -- > Landon Stewart > > > > From jim.h.berry at frb.gov Mon May 20 08:30:26 2013 From: jim.h.berry at frb.gov (Jim Berry) Date: Mon, 20 May 2013 12:30:26 +0000 Subject: [rt-users] Adding custom field to RT at a glance's 10 highest priority tickets I own section In-Reply-To: <51BDC13E3C3CA24B8767DECA7CAB674A0B5E80@exch1.MK.local> References: <51BDC13E3C3CA24B8767DECA7CAB674A0B5E80@exch1.MK.local> Message-ID: <328C311131899241A0CD6A885762A6302A28C4@m1-mailbox03> When editing the search, click Advanced, and add ,'__CustomField.{Org}__' to the end of the Format Then save the search with a new name, and use it instead of the original in the RT at a Glance -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Shane Vedvik Sent: Saturday, May 18, 2013 12:21 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Adding custom field to RT at a glance's 10 highest priority tickets I own section Hi, My instance of RT has a custom field called Org that contains a unique organization id for the customer the ticket is for. I would like to be able to add this field to the RT at a glance page in the 10 highest priority tickets I own section as well as the 10 newest unowned tickets section. Does anyone have any ideas on how to do this. When I click the edit links a list of fields is shown, but my custom fields are not in the list. Thanks. Shane -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Mon May 20 09:54:34 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Mon, 20 May 2013 09:54:34 -0400 Subject: [rt-users] Still having database problems - Getting bad - Can't add attachments Message-ID: <4DD6AB329450D847913EA76D7F3C6B83129B53E9@valkyrie.ogp.qvii.com> I'm still getting these errors when trying to attach large files (around 4MB) to tickets: [Mon May 20 13:52:12 2013] [warning]: RT::Handle=HASH(0xb62468c8) couldn't execute the query 'INSERT INTO Attachments (Subject, ContentType, Filename, Headers, MessageId, Creator, Parent, Created, ContentEncoding, Content, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 600. I decided to switch back to MySQL from MariaDB and now when I try to do file attachments, I sometimes get a white screen or the file "uploads" but it won't attach. I'm not seeing the following errors in my logs: [Mon May 20 13:44:56 2013] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/share/perl/5.14.2/Apache/Session/Store/DBI.pm line 67. (/usr/local/share/perl/5.14.2/Apache/Session/Store/DBI.pm:67) [Mon May 20 13:44:56 2013] [warning]: (in cleanup) DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/share/perl/5.14.2/Apache/Session/Store/DBI.pm line 67. [Mon May 20 13:44:56 2013] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/share/perl/5.14.2/Apache/Session/Lock/MySQL.pm line 71. (/usr/local/share/perl/5.14.2/Apache/Session/Lock/MySQL.pm:71) [Mon May 20 13:44:56 2013] [warning]: (in cleanup) DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/share/perl/5.14.2/Apache/Session/Lock/MySQL.pm line 71. What is happening??? Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Mon May 20 14:26:40 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 20 May 2013 11:26:40 -0700 Subject: [rt-users] Fwd: Parent/Child relationships for tickets in RT REST In-Reply-To: <519982CD.9080704@netspot.com.au> References: <519982CD.9080704@netspot.com.au> Message-ID: <519A6AE0.9010507@bestpractical.com> On 05/19/2013 06:56 PM, John Kelsh wrote: > Hi Landon, > > HasMember & MemberOf should create a Parent/Child relationship shouldn't > it? Yes, those are the internal names, for better or worse. I don't know about the internals of RT::Client::REST, but RT's REST interface will accept Parent/Child types too and do the right thing. Thomas From trs at bestpractical.com Mon May 20 14:27:34 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 20 May 2013 11:27:34 -0700 Subject: [rt-users] Still having database problems - Getting bad - Can't add attachments In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B83129B53E9@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B83129B53E9@valkyrie.ogp.qvii.com> Message-ID: <519A6B16.1070300@bestpractical.com> On 05/20/2013 06:54 AM, Cena, Stephen (ext. 300) wrote: > I'm still getting these errors when trying to attach large files (around > 4MB) to tickets: Did you look at the max_attachment_size parameter to mysql? I suspect you're running into that. From pete.beebe at jibeconsulting.com Mon May 20 15:30:37 2013 From: pete.beebe at jibeconsulting.com (Pete Beebe) Date: Mon, 20 May 2013 19:30:37 +0000 Subject: [rt-users] Post upgrade 3.8.5 to 4.0.12 Global->RT At A Glance error Message-ID: <56E2FD69D191694AA55549EA705DE2181A15FDE9@EXCH1.JIBECONSULTING.int> >>> Frustratingly, I still can't reproduce the error locally on a handful of long-lived RT instances all of which have been upgraded through 4.0.12. Hi Thomas, Thank you for spending the time looking into this. Seeing as how my last step of laying down a new install base corrected the matter on our RTPROD server I'm going to shelve this and call it good. I wish I could've narrowed it down to a specific cause and resolution however due to the number of higher priority projects screaming for attention I won't be able to put much more time into investigating this further. If for some reason you need/require additional information out of what I've provided so far, please let me know and I'd be happy to oblige when possible. Cheers, ~Pete_Jibe Disclaimer: This electronic message may contain information that is Confidential or legally privileged. It is intended only for the use of the individual(s) and entity named in the message. If you are not an intended recipient of this message, please notify the sender immediately and delete the material from your computer. Do not deliver, distribute or copy this message and do not disclose its contents or take any action in reliance on the information it contains. From emory-lundberg at uiowa.edu Mon May 20 17:53:36 2013 From: emory-lundberg at uiowa.edu (Lundberg, Emory) Date: Mon, 20 May 2013 21:53:36 +0000 Subject: [rt-users] ExtractCustomFields template and dropping errant HTML tags In-Reply-To: References: Message-ID: Some additional information as I'm getting big blobs of text with markup in several fields on emails and forms that are submitted to my RT-4.0.10: > 2013-05-20 21:37:32 The RT System itself - FQDN you've completed this form!
 
added I'm stuck on not being sure about the most appropriate way to proceed. I don't know if I should be trying to adjust my CustomField template to ignore HTML tags designated with '<', or if I should be stripping HTML at the MTA and forcing plain text on everybody. I'm not using `Set($PreferRichText, 1);` because I don't know if that will even help with body parsing at all. Anyone have an experience like this? My Template for that field is written as: > FQDN|Body|FQDN:*([^<].*+)|| //emory Original message below: On May 15, 2013, at 10:39 AM, "Lundberg, Emory" wrote: > I have a scrip to assign CustomFields based on a template and it often ends up collecting junk like HTML tags trailing after the data I want to match. > > I think I have made my regex as specific as I can, but now I'm concerned that I went about this the wrong way. I would love an opinion. > > > > Emails that aren't human-generated typically have a block of data in them that includes data like: > > Room:Y10A > Building:ddd > IP:172.16.2.2,fe80::250:43ff:fe00:ed31 > MAC:DE:CA:FB:AD:11:97 > Port:ddd-1 at 4/40 > > And sometimes they're handled by applications that generate them with HTML formatting, or are copy/pasted with HTML formatting, etc. > > I have a CustomField called 'Building' and in my Template I have: > > Building|Body|Building:*([^<]*+)\n|| > > a) Is this ([^<]) necessary ? or is there a way to merely ignore all HTML on incoming mail before it gets handed off to rt-mailtool that is preferred/better? > b) Is there something about my Template use that is obviously wrong? From trs at bestpractical.com Mon May 20 21:03:30 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 20 May 2013 18:03:30 -0700 Subject: [rt-users] ExtractCustomFields template and dropping errant HTML tags In-Reply-To: References: Message-ID: <519AC7E2.4040901@bestpractical.com> On 05/20/2013 02:53 PM, Lundberg, Emory wrote: > Some additional information as I'm getting big blobs of text with > markup in several fields on emails and forms that are submitted to my > RT-4.0.10: > >> 2013-05-20 21:37:32 The RT System itself - FQDN you've completed >> this form!
> align="center"> 
added > > I'm stuck on not being sure about the most appropriate way to > proceed. I don't know if I should be trying to adjust my CustomField > template to ignore HTML tags designated with '<', or if I should be > stripping HTML at the MTA and forcing plain text on everybody. Perhaps ECFV should preferentially use an alternative text/plain part if one exists, and only use text/html if necessary. > I'm not using `Set($PreferRichText, 1);` because I don't know if that > will even help with body parsing at all. It doesn't affect this parsing, it only affects display in the ticket history. > My Template for that field is written as: > >> FQDN|Body|FQDN:*([^<].*+)|| I don't think your regex is matching what you expect. It says to match the string "FQDN", then zero or more colons ":", then any single character except "<", then any character zero or more times, then a syntax error since a quantifier "+" is used without anything to quantify. Perhaps you meant: FQDN:\s*([^<]+)$ which matches "FQDN:", optional whitespace, one or more characters that aren't "<" to the end of the line. From chrilde at gmail.com Tue May 21 01:00:27 2013 From: chrilde at gmail.com (Vodar) Date: Mon, 20 May 2013 22:00:27 -0700 (PDT) Subject: [rt-users] Have filtered select custom field options In-Reply-To: References: Message-ID: <1369112427412-53932.post@n7.nabble.com> Hi Aaron, I have the same problem with you. Do you have any idea about it? I've looked into custom field config file and scrip, but it didn't work. Does any one in this forum have any good suggestions on this, please kindly share with us, thanks a lot. Br Vodar -- View this message in context: http://requesttracker.8502.n7.nabble.com/Have-filtered-select-custom-field-options-tp37371p53932.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Thomas.Lau at principleone.com Tue May 21 01:44:11 2013 From: Thomas.Lau at principleone.com (Thomas Lau) Date: Tue, 21 May 2013 05:44:11 +0000 Subject: [rt-users] Flaws on RT::Extension::RepeatTicket search In-Reply-To: <519626AB.4060904@bestpractical.com> References: <8BFBF14CE1F57C46A863FE2E8F367A8913557460@p1hkdcwx03.hk.principleone.com> <51937560.8000307@bestpractical.com> <8BFBF14CE1F57C46A863FE2E8F367A89135599DD@p1hkdcwx03.hk.principleone.com> <519626AB.4060904@bestpractical.com> Message-ID: <8BFBF14CE1F57C46A863FE2E8F367A891355DBBB@p1hkdcwx03.hk.principleone.com> Hi Jim, How could you put a debug statement on the script? -----Original Message----- From: Jim Brandt [mailto:jbrandt at bestpractical.com] Sent: Friday, May 17, 2013 8:47 PM To: Thomas Lau Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Flaws on RT::Extension::RepeatTicket search > > I did and it did show up. But the problem is that field only appear > when ticket already repeat at least one time, am I correct? For > example, now I create a recurrent ticket same month and day in next > year, after 3 months and I did a search, OriginalTicket should not > create as it haven't been repeat, please clarify if something wrong in > my concept. Thanks. You're correct, the initial ticket doesn't record a link to itself which would allow you to search on it. To track down the repeating tickets that haven't repeated yet, look at the code in the rt-repeat-ticket script you schedule in cron. It looks for all tickets with attribute 'RepeatTicketSettings'. You could just put a debug statement in that script to print the ticket id of each ticket, then run the script. From ggreene at minervanetworks.com Tue May 21 02:31:48 2013 From: ggreene at minervanetworks.com (Gary Greene) Date: Tue, 21 May 2013 06:31:48 +0000 Subject: [rt-users] Cannot get RT-Extension-MobileUI and RT-Authen-ExternalAuth to play nice.... Message-ID: <8741727B99C1AE4488FA3A4CD77D7B6E06AB5E4C@MX-DS0-HQ.minervanetworks.com> Currently, I'm using RT version 3.8.10 (yes, I know it is old; we're not ready to upgrade to the 4 series yet with the customizations we've done to rt3...) and have installed version 1.03 of RT::Extension::MobileUI and version 0.09 of RT::Authen::ExternalAuth in use. The configuration we're using has the authentication only coming from the AD LDAP environment we have. When attempting to login to the mobile UI, it complains that a user doesn't exist, tries to fall back to SSO, fails (which it should, as we've not setup SSO yet here), and then kicks you right back to the login UI. Any help would be appreciated in getting this resolved. Thanks. -- Gary L. Greene, Jr. Sr. Systems Administrator IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 From ruslan.zakirov at gmail.com Tue May 21 05:56:43 2013 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 21 May 2013 13:56:43 +0400 Subject: [rt-users] Have filtered select custom field options In-Reply-To: References: Message-ID: Use based on and categories to select when to show value. Should work in 3.8 and 4. Ruslan from phone. 20.03.2009 6:16 ???????????? "Aaron Guise" ???????: > Hi All, > > I just wonder as I have a suggestion from our management whether it is > possible to have a custom field which is filtered by aselection made in an > earlier select box. > > For example say: I have one CF which is for Business Area and based on the > selection made here a second list will need to have values filtered and > specific to the specific business area. > > Would such a thing be at all possible? > > *Regards,* > > *Aaron Guise > 027 212 6638 > aaron at guise.net.nz > * > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue May 21 06:31:43 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 21 May 2013 14:31:43 +0400 Subject: [rt-users] Adding custom field to RT at a glance's 10 highest priority tickets I own section In-Reply-To: <51BDC13E3C3CA24B8767DECA7CAB674A0B5E80@exch1.MK.local> References: <51BDC13E3C3CA24B8767DECA7CAB674A0B5E80@exch1.MK.local> Message-ID: Your custom fields are not in the list because they are applied to specific queues. You either have to limit search by queue or use Jim's trick. On Sat, May 18, 2013 at 8:21 PM, Shane Vedvik wrote: > Hi, > > My instance of RT has a custom field called Org that contains a unique > organization id for the customer the ticket is for. I would like to be > able to add this field to the RT at a glance page in the 10 highest > priority tickets I own section as well as the 10 newest unowned tickets > section. Does anyone have any ideas on how to do this. When I click the > edit links a list of fields is shown, but my custom fields are not in the > list. > > Thanks. > > Shane > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Tue May 21 08:12:46 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Tue, 21 May 2013 08:12:46 -0400 Subject: [rt-users] Root account gone!!!! Message-ID: <4DD6AB329450D847913EA76D7F3C6B83129E3203@valkyrie.ogp.qvii.com> Somehow after my database move, I've now lost root access to the system. I can't get in to make any kind of changes. Is there a way to change root's password? Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue May 21 08:38:16 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 21 May 2013 16:38:16 +0400 Subject: [rt-users] Root account gone!!!! In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B83129E3203@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B83129E3203@valkyrie.ogp.qvii.com> Message-ID: http://requesttracker.wikia.com/wiki/RecoverRootPassword However, I want to note that we changed how we store passwords and if you upgraded RT then it's possible that what you have is an incomplete upgrade. On Tue, May 21, 2013 at 4:12 PM, Cena, Stephen (ext. 300) wrote: > ** > Somehow after my database move, I've now lost root access to the system. I > can't get in to make any kind of changes. > > Is there a way to change root's password? > > Stephen Cena > QVII > MIS/IT Dept > 850 Hudson Ave. > Rochester, NY. 14620 > 585-544-0450 x300 > sjc at qvii.com > "Thank you for helping us help you help us all." > --For email related issues, please contact postmaster at qvii.com > > > > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From chrilde at gmail.com Tue May 21 08:54:13 2013 From: chrilde at gmail.com (Chrilly Cheng) Date: Tue, 21 May 2013 20:54:13 +0800 Subject: [rt-users] How to get Custom Field's description which setted by ExternalValues subroutine Message-ID: Hi All, I've got a problem with the Custom Field description issue. I created a custom field named Contact, and when a new ticket is created, I use scrip to add this Contact user to Requestor list. I remember that when we set the ExternalValues with code below, we would pass a description to RT sub ExternalValues { .......... .......... push @res, { name => $element->{'cont_name'}, description => $element->{'cont_email'}, sortorder => $i++, }; .......... } So i want to use this "description" value to create user or add to mail list. Can anyone tell me how to get it? I used code as listed below, but what i got is just the Description value of this Custom Field, NOT the description of the custom field value I passed in config file. my $CF = new RT::CustomField($RT::SystemUser); $CF->LoadByName( Queue => $ticket->QueueObj->id, Name => $CFName ); $Email = $CF->Description(); Any suggestions would be help, thanks a lot. -- *Br* *Vodar* *It's not where you start -- it's where you finish that count.* -------------- next part -------------- An HTML attachment was scrubbed... URL: From chrilde at gmail.com Tue May 21 09:01:57 2013 From: chrilde at gmail.com (Vodar) Date: Tue, 21 May 2013 06:01:57 -0700 (PDT) Subject: [rt-users] Have filtered select custom field options In-Reply-To: References: Message-ID: Thanks for your suggestion, Ruslan. Really helpful. Another question here, would this work between two Custom Fields which are both using ExternalValues? Can I use another Custom Field's value in ExternalValues config file? On Tue, May 21, 2013 at 5:57 PM, Ruslan Zakirov [via RequestTracker] < ml-node+s8502n53935h91 at n7.nabble.com> wrote: > Use based on and categories to select when to show value. Should work in > 3.8 and 4. > > Ruslan from phone. > 20.03.2009 6:16 ???????????? "Aaron Guise" <[hidden email]> > ???????: > >> Hi All, >> >> I just wonder as I have a suggestion from our management whether it is >> possible to have a custom field which is filtered by aselection made in an >> earlier select box. >> >> For example say: I have one CF which is for Business Area and based on >> the selection made here a second list will need to have values filtered and >> specific to the specific business area. >> >> Would such a thing be at all possible? >> >> *Regards,* >> >> ** >> *Aaron Guise >> 027 212 6638 >> * >> *[hidden email] >> * >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: [hidden email] >> >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > > ------------------------------ > If you reply to this email, your message will be added to the discussion > below: > > http://requesttracker.8502.n7.nabble.com/Have-filtered-select-custom-field-options-tp37371p53935.html > To unsubscribe from Have filtered select custom field options, click here > . > NAML > -- *Br* *Vodar* *It's not where you start -- it's where you finish that count.* -- View this message in context: http://requesttracker.8502.n7.nabble.com/Have-filtered-select-custom-field-options-tp37371p53940.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue May 21 09:10:47 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 21 May 2013 17:10:47 +0400 Subject: [rt-users] Have filtered select custom field options In-Reply-To: References: Message-ID: On Tue, May 21, 2013 at 5:01 PM, Vodar wrote: > Thanks for your suggestion, Ruslan. Really helpful. > > Another question here, would this work between two Custom Fields which are > both using ExternalValues? Can I use another Custom Field's value in > ExternalValues config file? > > Should in theory, but I havn't checked. > > On Tue, May 21, 2013 at 5:57 PM, Ruslan Zakirov [via RequestTracker] <[hidden > email] > wrote: > >> Use based on and categories to select when to show value. Should work in >> 3.8 and 4. >> >> Ruslan from phone. >> 20.03.2009 6:16 ???????????? "Aaron Guise" <[hidden email]> >> ???????: >> >>> Hi All, >>> >>> I just wonder as I have a suggestion from our management whether it is >>> possible to have a custom field which is filtered by aselection made in an >>> earlier select box. >>> >>> For example say: I have one CF which is for Business Area and based on >>> the selection made here a second list will need to have values filtered and >>> specific to the specific business area. >>> >>> Would such a thing be at all possible? >>> >>> *Regards,* >>> >>> ** >>> *Aaron Guise >>> 027 212 6638 >>> * >>> *[hidden email] >>> * >>> >>> >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: [hidden email] >>> >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> >> >> >> -- >> RT Training in Seattle, June 19-20: http://bestpractical.com/training >> >> ------------------------------ >> If you reply to this email, your message will be added to the >> discussion below: >> >> http://requesttracker.8502.n7.nabble.com/Have-filtered-select-custom-field-options-tp37371p53935.html >> To unsubscribe from Have filtered select custom field options, click >> here. >> NAML >> > > > > -- > *Br* > *Vodar* > *It's not where you start -- it's where you finish that count.* > > ------------------------------ > View this message in context: Re: Have filtered select custom field > options > > Sent from the Request Tracker - User mailing list archiveat Nabble.com. > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From dfriend at qcol.net Tue May 21 09:55:31 2013 From: dfriend at qcol.net (dfriend at qcol.net) Date: Tue, 21 May 2013 09:55:31 -0400 (EDT) Subject: [rt-users] Login Passwords Fail following upgrade to RT 4.0.0 Message-ID: I am currently running RT 3.8.16 and all appears to be working fine. I have decided to upgrade to RT 4.0.0. I am using mysql database. I did a backup of the rt3 database and installed rt4. I restored the rt3 backup to the rt4 database. All initially appears to be fine in that I can login and view, create and edit tickets. If I log-off and attempt to login again, I get an error that the password is invalid. I have tried logging in as root and changing my user password and find that the password change fails reporting that the root's current password is incorrect. I can manually pull the original password from the RT3 database and post it to the users record in the rt4 database and I can login fine using the original password. However, if I log-out I cannot log back in because of a failed password message. I did a fresh install of RT 4.0.0 and everything appears to work fine but I do not have my prior tickets. I reviewed the users table fields and compared it to the rt3 database fields. The rt3 password field is varbinary(40) and the rt4 password field type id varchar(256). There are a few other differences in the users database between rt3 & rt4. I have tried to follow the README, UPGRADING & UPGRADING.mysql directions but cannot find that the new database SCHEMA has changed during these processes. I am looking for understanding of which RT version the database schema changed. Were the changes part of an RT3 upgrade that might not have completed properly or is it new to RT4? I want to verify the upgrade process was performed properly and possibly rerun that upgrade to verify my database changes actually take effect. I would also need to know the specific script or process makes these changes to the database so I can verify it completes as expected. Is there a script to modify my old database to the new SCHEMA? Thanks, Doug From tarminuscf at gmail.com Tue May 21 14:13:50 2013 From: tarminuscf at gmail.com (Andy Lee) Date: Tue, 21 May 2013 11:13:50 -0700 Subject: [rt-users] unsubscribed from dashboard for a user who has left Message-ID: Hi, I got a system dashboard that is setup. And the user use to be subscribed to the dashboards to get reports daily. It appears the user is still receiving emails from the reports. How can i remove the user from the system dashboard reporting? thanks, andy -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbrandt at bestpractical.com Tue May 21 15:50:31 2013 From: jbrandt at bestpractical.com (Jim Brandt) Date: Tue, 21 May 2013 15:50:31 -0400 Subject: [rt-users] Flaws on RT::Extension::RepeatTicket search In-Reply-To: <8BFBF14CE1F57C46A863FE2E8F367A891355DBBB@p1hkdcwx03.hk.principleone.com> References: <8BFBF14CE1F57C46A863FE2E8F367A8913557460@p1hkdcwx03.hk.principleone.com> <51937560.8000307@bestpractical.com> <8BFBF14CE1F57C46A863FE2E8F367A89135599DD@p1hkdcwx03.hk.principleone.com> <519626AB.4060904@bestpractical.com> <8BFBF14CE1F57C46A863FE2E8F367A891355DBBB@p1hkdcwx03.hk.principleone.com> Message-ID: <519BD007.8010406@bestpractical.com> On 5/21/13 1:44 AM, Thomas Lau wrote: > Hi Jim, > > How could you put a debug statement on the script? In the run subroutine in rt-repeat-ticket: while ( my $attr = $attrs->Next ) { my $date = $args{date}->clone; # Gets all warn "Got a ticket with a recurrence: " . $attr->Object->id; next unless $attr->Content->{'repeat-enabled'}; # Just enabled warn "Ticket with recurrence enabled: " . $attr->Object->id; next if $args{ticket} && $args{ticket} != $attr->Object->id; But it's even easier to do as Ruslan suggested and create a new ticket search, click Advanced, paste: HasAttribute = 'RepeatTicketSettings' click Apply, then Show Results. From landonstewart at gmail.com Tue May 21 18:33:59 2013 From: landonstewart at gmail.com (Landon) Date: Tue, 21 May 2013 15:33:59 -0700 Subject: [rt-users] Fwd: Parent/Child relationships for tickets in RT REST In-Reply-To: <519A6AE0.9010507@bestpractical.com> References: <519982CD.9080704@netspot.com.au> <519A6AE0.9010507@bestpractical.com> Message-ID: On 20 May 2013 11:26, Thomas Sibley wrote: > On 05/19/2013 06:56 PM, John Kelsh wrote: > > Hi Landon, > > > > HasMember & MemberOf should create a Parent/Child relationship shouldn't > > it? > > Yes, those are the internal names, for better or worse. I don't know > about the internals of RT::Client::REST, but RT's REST interface will > accept Parent/Child types too and do the right thing. > > Thomas > > This is great to hear. Thanks very much to all of you for your replies. -- Landon Stewart -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue May 21 19:21:23 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 21 May 2013 16:21:23 -0700 Subject: [rt-users] unsubscribed from dashboard for a user who has left In-Reply-To: References: Message-ID: <519C0173.8090600@bestpractical.com> On 05/21/2013 11:13 AM, Andy Lee wrote: > I got a system dashboard that is setup. And the user use to be subscribed > to the dashboards to get reports daily. > > It appears the user is still receiving emails from the reports. How can > i remove the user from the system dashboard reporting? There's currently no way for an RT admin to modify another user's dashboard subscriptions (without manually touching the database, which we discourage). You'll need to login as the user (admins *can* reset passwords) and remove the subscription, or the user will need to do it themselves. Keep in mind that dashboard subscriptions are to any arbitrary address, so it's possible for users to subscribe an address that isn't theirs (which can be useful in various situations). Thomas From trs at bestpractical.com Tue May 21 20:13:59 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 21 May 2013 17:13:59 -0700 Subject: [rt-users] Login Passwords Fail following upgrade to RT 4.0.0 In-Reply-To: References: Message-ID: <519C0DC7.70304@bestpractical.com> On 05/21/2013 06:55 AM, dfriend at qcol.net wrote: > I am currently running RT 3.8.16 and all appears to be working fine. I > have decided to upgrade to RT 4.0.0. Why 4.0.0 and not 4.0.12? .12 contains two years of bugfixes. There is no reason to upgrade to something less. > There are a few other differences in the users database between rt3 & rt4. > I have tried to follow the README, UPGRADING & UPGRADING.mysql directions > but cannot find that the new database SCHEMA has changed during these > processes. Did you run `make upgrade-database`? It sounds very much like you didn't run any database upgrades at all. Please re-read the README, paying attention to step 6(b) and UPGRADING-4.0: http://bestpractical.com/rt/docs/latest/README.html http://bestpractical.com/rt/docs/latest/UPGRADING-4.0.html Perhaps this will be useful: http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html From trs at bestpractical.com Tue May 21 20:23:35 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 21 May 2013 17:23:35 -0700 Subject: [rt-users] Cannot get RT-Extension-MobileUI and RT-Authen-ExternalAuth to play nice.... In-Reply-To: <8741727B99C1AE4488FA3A4CD77D7B6E06AB5E4C@MX-DS0-HQ.minervanetworks.com> References: <8741727B99C1AE4488FA3A4CD77D7B6E06AB5E4C@MX-DS0-HQ.minervanetworks.com> Message-ID: <519C1007.6050309@bestpractical.com> On 05/20/2013 11:31 PM, Gary Greene wrote: > Currently, I'm using RT version 3.8.10 (yes, I know it is old; we're > not ready to upgrade to the 4 series yet with the customizations > we've done to rt3...) and have installed version 1.03 of > RT::Extension::MobileUI and version 0.09 of RT::Authen::ExternalAuth > in use. The configuration we're using has the authentication only > coming from the AD LDAP environment we have. > > When attempting to login to the mobile UI, it complains that a user > doesn't exist, tries to fall back to SSO, fails (which it should, as > we've not setup SSO yet here), and then kicks you right back to the > login UI. You didn't provide any logs. Please turn on debug logging in RT and show the debug logs produced when you try to login via the mobile UI. Have you tried a newer version of RT::Authen::ExternalAuth? From tarminuscf at gmail.com Tue May 21 21:03:01 2013 From: tarminuscf at gmail.com (Andy Lee) Date: Tue, 21 May 2013 18:03:01 -0700 Subject: [rt-users] unsubscribed from dashboard for a user who has left In-Reply-To: <519C0173.8090600@bestpractical.com> References: <519C0173.8090600@bestpractical.com> Message-ID: Hi Thomas, Would it be possible for me to perform the following two options: 1. Delete the system dashboard reports and then just recreate a new one, would that clear out his account? 2. I take it that disabling his account is not an option? I disabled the user account but it appears that didn't stop the email from sending (it's possible the "recipient" field was populated instead. Your suggestion is great, however i've got it configured to use another layer of authentication, which would require downtime, since i'd have to stop that authentication layer and then login as that user. :-\ Thanks for you help! andy On Tue, May 21, 2013 at 4:21 PM, Thomas Sibley wrote: > On 05/21/2013 11:13 AM, Andy Lee wrote: > > I got a system dashboard that is setup. And the user use to be subscribed > > to the dashboards to get reports daily. > > > > It appears the user is still receiving emails from the reports. How can > > i remove the user from the system dashboard reporting? > > There's currently no way for an RT admin to modify another user's > dashboard subscriptions (without manually touching the database, which > we discourage). You'll need to login as the user (admins *can* reset > passwords) and remove the subscription, or the user will need to do it > themselves. > > Keep in mind that dashboard subscriptions are to any arbitrary address, > so it's possible for users to subscribe an address that isn't theirs > (which can be useful in various situations). > > Thomas > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From chrilde at gmail.com Wed May 22 03:46:58 2013 From: chrilde at gmail.com (Vodar) Date: Wed, 22 May 2013 00:46:58 -0700 (PDT) Subject: [rt-users] Have filtered select custom field options In-Reply-To: References: Message-ID: I just tried this, it works! Thanks for your apply again. This may be helpful for others, just share it: I got two custom fields named as Customer and Contact. In Contact config file, I set it basedon value to Customer( custom field id) via SetBasedOn($id), then when I populate Contact values from External, I returned Customer value as category to it. push @res, { name => $element->{'cont_name'}, description => $element->{'cont_email'}, sortorder => $i++, category => $element->{'bcs_cust_Name'}, }; After completed this, just restart RT. Now you can check out the filter in Contact field based on Customer. Hope this would be help. On Tue, May 21, 2013 at 9:11 PM, Ruslan Zakirov-2 [via RequestTracker] < ml-node+s8502n53941h77 at n7.nabble.com> wrote: > > > > On Tue, May 21, 2013 at 5:01 PM, Vodar <[hidden email] > > wrote: > >> Thanks for your suggestion, Ruslan. Really helpful. >> >> Another question here, would this work between two Custom Fields which >> are both using ExternalValues? Can I use another Custom Field's value in >> ExternalValues config file? >> >> > Should in theory, but I havn't checked. > > >> >> On Tue, May 21, 2013 at 5:57 PM, Ruslan Zakirov [via RequestTracker] <[hidden >> email] > wrote: >> >>> Use based on and categories to select when to show value. Should work in >>> 3.8 and 4. >>> >>> Ruslan from phone. >>> 20.03.2009 6:16 ???????????? "Aaron Guise" <[hidden email]> >>> ???????: >>> >>>> Hi All, >>>> >>>> I just wonder as I have a suggestion from our management whether it is >>>> possible to have a custom field which is filtered by aselection made in an >>>> earlier select box. >>>> >>>> For example say: I have one CF which is for Business Area and based on >>>> the selection made here a second list will need to have values filtered and >>>> specific to the specific business area. >>>> >>>> Would such a thing be at all possible? >>>> >>>> *Regards,* >>>> >>>> ** >>>> *Aaron Guise >>>> 027 212 6638 >>>> * >>>> *[hidden email] >>>> * >>>> >>>> >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: [hidden email] >>>> >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>> >>> >>> >>> -- >>> RT Training in Seattle, June 19-20: http://bestpractical.com/training >>> >>> ------------------------------ >>> If you reply to this email, your message will be added to the >>> discussion below: >>> >>> http://requesttracker.8502.n7.nabble.com/Have-filtered-select-custom-field-options-tp37371p53935.html >>> To unsubscribe from Have filtered select custom field options, click >>> here. >>> NAML >>> >> >> >> >> -- >> *Br* >> *Vodar* >> *It's not where you start -- it's where you finish that count.* >> >> ------------------------------ >> View this message in context: Re: Have filtered select custom field >> options >> >> Sent from the Request Tracker - User mailing list archiveat Nabble.com. >> >> >> >> -- >> RT Training in Seattle, June 19-20: http://bestpractical.com/training >> > > > > -- > Best regards, Ruslan. > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > > ------------------------------ > If you reply to this email, your message will be added to the discussion > below: > > http://requesttracker.8502.n7.nabble.com/Have-filtered-select-custom-field-options-tp37371p53941.html > To unsubscribe from Have filtered select custom field options, click here > . > NAML > -- *Br* *Vodar* *It's not where you start -- it's where you finish that count.* -- View this message in context: http://requesttracker.8502.n7.nabble.com/Have-filtered-select-custom-field-options-tp37371p53954.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From chrilde at gmail.com Wed May 22 05:02:07 2013 From: chrilde at gmail.com (Vodar) Date: Wed, 22 May 2013 02:02:07 -0700 (PDT) Subject: [rt-users] How to get Custom Field's description which setted by ExternalValues subroutine In-Reply-To: References: Message-ID: <1369213327330-53955.post@n7.nabble.com> Sorry for being annoying. Does anyone have any idea on this? -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-to-get-Custom-Field-s-description-which-setted-by-ExternalValues-subroutine-tp53939p53955.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From arunragini at gmail.com Wed May 22 06:39:09 2013 From: arunragini at gmail.com (Arun ragini) Date: Wed, 22 May 2013 16:09:09 +0530 Subject: [rt-users] need SLA tutorials/guide for first time setup Message-ID: Hi, Can some one point me to newbie SLA setup like example config. If I need to setup any CF and need to run like rt-crontool etc. Thanks in advance Arun -- www.opensourcer.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed May 22 06:42:46 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 22 May 2013 14:42:46 +0400 Subject: [rt-users] need SLA tutorials/guide for first time setup In-Reply-To: References: Message-ID: Hi, Are you talking about SLA extension? If not then take a look. On Wed, May 22, 2013 at 2:39 PM, Arun ragini wrote: > Hi, > > Can some one point me to newbie SLA setup like example config. > > If I need to setup any CF and need to run like rt-crontool etc. > > Thanks in advance > Arun > > -- > www.opensourcer.net > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed May 22 06:45:15 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 22 May 2013 14:45:15 +0400 Subject: [rt-users] How to get Custom Field's description which setted by ExternalValues subroutine In-Reply-To: <1369213327330-53955.post@n7.nabble.com> References: <1369213327330-53955.post@n7.nabble.com> Message-ID: Hi, This is description of a value that is not stored along with value on the ticket or other object value is set on. The only way is to get list of values, find one that was set on the object and get description. External Custom Field Values are very sensitive to methods called on collection or record, so you have to be careful. On Wed, May 22, 2013 at 1:02 PM, Vodar wrote: > Sorry for being annoying. Does anyone have any idea on this? > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/How-to-get-Custom-Field-s-description-which-setted-by-ExternalValues-subroutine-tp53939p53955.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From arunragini at gmail.com Wed May 22 06:45:53 2013 From: arunragini at gmail.com (Arun ragini) Date: Wed, 22 May 2013 16:15:53 +0530 Subject: [rt-users] need SLA tutorials/guide for first time setup In-Reply-To: References: Message-ID: yes I'm talking about SLA extension, I have gone through https://github.com/bestpractical/rt-extension-sla/blob/master/README after I create ticket and and own the ticket I don't get to see the Due date/time etc. My SLA config as follows %RT::ServiceAgreements = ( Default => '4h', QueueDefault => { 'General' => '4h', 'Clients' => '1d', }, Levels => { '4h' => { Resolve => { RealMinutes => 60*4 }, Response => { RealMinutes => 60*1 }, }, '2h' => { Response => { RealMinutes => 60*2 }, Resolve => { RealMinutes => 60 }, }, '1d' => { Response => { RealMinutes => 60*1 }, Resolve => { RealMinutes => 60*24 }, }, }, ); -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed May 22 07:03:28 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 22 May 2013 15:03:28 +0400 Subject: [rt-users] need SLA tutorials/guide for first time setup In-Reply-To: References: Message-ID: You should use more accounts to test. Have you checked logs? Do you see SLA CF on tickets? Do you see SLA CF set on tickets? On Wed, May 22, 2013 at 2:45 PM, Arun ragini wrote: > yes I'm talking about SLA extension, > > I have gone through > https://github.com/bestpractical/rt-extension-sla/blob/master/README > > after I create ticket and and own the ticket I don't get to see the Due > date/time etc. > > My SLA config as follows > > %RT::ServiceAgreements = ( > Default => '4h', > QueueDefault => { > 'General' => '4h', > 'Clients' => '1d', > }, > Levels => { > '4h' => { > Resolve => { RealMinutes => 60*4 }, > Response => { RealMinutes => 60*1 }, > }, > > '2h' => { > Response => { RealMinutes => 60*2 }, > Resolve => { RealMinutes => 60 }, > }, > '1d' => { > Response => { RealMinutes => 60*1 }, > Resolve => { RealMinutes => 60*24 }, > }, > > }, > ); > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From arunragini at gmail.com Wed May 22 07:26:00 2013 From: arunragini at gmail.com (Arun ragini) Date: Wed, 22 May 2013 16:56:00 +0530 Subject: [rt-users] need SLA tutorials/guide for first time setup In-Reply-To: References: Message-ID: I don't see SLA while creating tickets and I don't see them after creating tickets. I'm kind of confused I hoping to find some tutorial on how to configure SLA for RT On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov wrote: > You should use more accounts to test. > Have you checked logs? > Do you see SLA CF on tickets? > Do you see SLA CF set on tickets? > > > On Wed, May 22, 2013 at 2:45 PM, Arun ragini wrote: > >> yes I'm talking about SLA extension, >> >> I have gone through >> https://github.com/bestpractical/rt-extension-sla/blob/master/README >> >> after I create ticket and and own the ticket I don't get to see the Due >> date/time etc. >> >> My SLA config as follows >> >> %RT::ServiceAgreements = ( >> Default => '4h', >> QueueDefault => { >> 'General' => '4h', >> 'Clients' => '1d', >> }, >> Levels => { >> '4h' => { >> Resolve => { RealMinutes => 60*4 }, >> Response => { RealMinutes => 60*1 }, >> }, >> >> '2h' => { >> Response => { RealMinutes => 60*2 }, >> Resolve => { RealMinutes => 60 }, >> }, >> '1d' => { >> Response => { RealMinutes => 60*1 }, >> Resolve => { RealMinutes => 60*24 }, >> }, >> >> }, >> ); >> >> > > > -- > Best regards, Ruslan. > -- www.opensourcer.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed May 22 07:28:56 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 22 May 2013 15:28:56 +0400 Subject: [rt-users] need SLA tutorials/guide for first time setup In-Reply-To: References: Message-ID: If you don't see SLA custom field in RT (go to Tools -> Configuration -> Custom Fields -> Select) then you didn't follow installation instructions properly and just has config and code that is not executed as it's not registered in the DB. On Wed, May 22, 2013 at 3:26 PM, Arun ragini wrote: > I don't see SLA while creating tickets and I don't see them after creating > tickets. > > I'm kind of confused I hoping to find some tutorial on how to configure > SLA for RT > > > On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov wrote: > >> You should use more accounts to test. >> Have you checked logs? >> Do you see SLA CF on tickets? >> Do you see SLA CF set on tickets? >> >> >> On Wed, May 22, 2013 at 2:45 PM, Arun ragini wrote: >> >>> yes I'm talking about SLA extension, >>> >>> I have gone through >>> https://github.com/bestpractical/rt-extension-sla/blob/master/README >>> >>> after I create ticket and and own the ticket I don't get to see the Due >>> date/time etc. >>> >>> My SLA config as follows >>> >>> %RT::ServiceAgreements = ( >>> Default => '4h', >>> QueueDefault => { >>> 'General' => '4h', >>> 'Clients' => '1d', >>> }, >>> Levels => { >>> '4h' => { >>> Resolve => { RealMinutes => 60*4 }, >>> Response => { RealMinutes => 60*1 }, >>> }, >>> >>> '2h' => { >>> Response => { RealMinutes => 60*2 }, >>> Resolve => { RealMinutes => 60 }, >>> }, >>> '1d' => { >>> Response => { RealMinutes => 60*1 }, >>> Resolve => { RealMinutes => 60*24 }, >>> }, >>> >>> }, >>> ); >>> >>> >> >> >> -- >> Best regards, Ruslan. >> > > > > -- > www.opensourcer.net > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From asanka_gunasekera at yahoo.co.uk Wed May 22 07:38:01 2013 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Wed, 22 May 2013 12:38:01 +0100 (BST) Subject: [rt-users] RES: Generate end of the day report and email In-Reply-To: <3B9178D874F56F47B616AB50C01F7B7791A49EA3@GRXPRD8011MB606.lamprd80.prod.outlook.com> References: <1368175668.17358.YahooMailNeo@web172602.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A49EA3@GRXPRD8011MB606.lamprd80.prod.outlook.com> Message-ID: <1369222681.44539.YahooMailNeo@web172605.mail.ir2.yahoo.com> Hi Diaulas, can you tell me the user name that the rt command is looking for since I put root (of rt) and tried some and other rt account as well, but I am getting below error Query:Status!='resolved' and Status!='rejected' rt: Server error: Forbidden (403) Thank you and Best Regards ________________________________ From: Diaulas Castro To: "rt-users at lists.bestpractical.com" Sent: Friday, 10 May 2013, 21:42 Subject: [rt-users] RES: Generate end of the day report and email Made this bash script to accomplish using RT CLI. ? Just customize ?From:?,? To:? and ?Status? search in rt ls command and schedule on crontab. ? This script will list all tickets and mail fields to temp file after that a while loop will add html tags (tables and rows) trough command sed, so I got a nice looking mail report. (http://postimg.org/image/yfmlp9307/) ? ? If you want to color the rows use this before sendmail command: ? ? sed -i -e '/Nobody/s/D2EAF1/CCCCCC/g'????????? $MAIL ? sed -i -e '/diaulas.castro/s/D2EAF1/6FCCFF/g'?? $MAIL ????This will change all tickets by nobody to gray and Diaulas.castro to light blue ? ? PS: I know! RT-CRONTOOL exist, but I m not perl expert.. =( ? ? ? #################################### export RTORDERBY=owner ? MAIL=/tmp/rel_todos_tickets_abertos.sh.mail echo "From: MY_TICKET at MY_DOMAIN.COM "??????????????? > $MAIL echo "To: DIRECTORS at MYDOMAIN.COM"???? >> $MAIL echo "MIME-Version: 1.0"??????????????????????????????? >> $MAIL echo 'Content-type: text/html; charset=iso-8859-1'????? >> $MAIL echo " boundary=`date +%s`/rt.MY.DOMAIN.COM"???? >> $MAIL echo "Subject: All open Tickets:$(date +%d/%m/%y)"?????? >> $MAIL echo ""???????????????????????????????????????????????? >> $MAIL echo ""?????????????????????????????????????????? >> $MAIL echo ""?????????????????????????????????????????? >> $MAIL echo ""????????????????????????????????????????? >> $MAIL echo ""?????????????????????????????????????????? >> $MAIL echo "" >> $MAIL echo "">>??????????????????????????????????????? $MAIL ? /usr/bin/rt ls "Status != resolved AND Status != report AND Status != plantao AND Status != stalled" -f id,subject,queue,status,owner,lastupdated |iconv -f UTF-8 -t ISO8859-1 > /tmp/rel.tmp while read line ; do ? echo? "/g" ? done < /tmp/rel.tmp >> $MAIL ? echo "
$line
">> $MAIL echo ""????????????????????????????????????????? >> $MAIL echo ""????????????????????????????????????????? >> $MAIL ? /usr/sbin/sendmail -t < $MAIL ? ? ? De:rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Asanka Gunasekera Enviada em: sexta-feira, 10 de maio de 2013 05:48 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] Generate end of the day report and email ? Hi, is there any way to auto generate end of the day report and emal this to management (all open, all new etc) ? I am using RT4 and oracle database on redhat ? Thanks and Regards -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From arunragini at gmail.com Wed May 22 07:39:31 2013 From: arunragini at gmail.com (Arun ragini) Date: Wed, 22 May 2013 17:09:31 +0530 Subject: [rt-users] need SLA tutorials/guide for first time setup In-Reply-To: References: Message-ID: Hi, I have installed SLA extention using perl -MCPAN -e 'install RT::Extension::SLA;' asked me for RT.pm path I have provided it. And extension got installed I verified SLA version is 0.07 as document mentioned I need to run db upgrade only prior to 0.0.6 (i ignored it) now coming to Tools->Configuration->Custom Fields->Select I don't see custom Fields SLA/or related to it. and I really appreciate for help me Thanks Arun On Wed, May 22, 2013 at 4:58 PM, Ruslan Zakirov wrote: > If you don't see SLA custom field in RT (go to Tools -> Configuration -> > Custom Fields -> Select) then you didn't follow installation instructions > properly and just has config and code that is not executed as it's not > registered in the DB. > > > On Wed, May 22, 2013 at 3:26 PM, Arun ragini wrote: > >> I don't see SLA while creating tickets and I don't see them after >> creating tickets. >> >> I'm kind of confused I hoping to find some tutorial on how to configure >> SLA for RT >> >> >> On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov wrote: >> >>> You should use more accounts to test. >>> Have you checked logs? >>> Do you see SLA CF on tickets? >>> Do you see SLA CF set on tickets? >>> >>> >>> On Wed, May 22, 2013 at 2:45 PM, Arun ragini wrote: >>> >>>> yes I'm talking about SLA extension, >>>> >>>> I have gone through >>>> https://github.com/bestpractical/rt-extension-sla/blob/master/README >>>> >>>> after I create ticket and and own the ticket I don't get to see the Due >>>> date/time etc. >>>> >>>> My SLA config as follows >>>> >>>> %RT::ServiceAgreements = ( >>>> Default => '4h', >>>> QueueDefault => { >>>> 'General' => '4h', >>>> 'Clients' => '1d', >>>> }, >>>> Levels => { >>>> '4h' => { >>>> Resolve => { RealMinutes => 60*4 }, >>>> Response => { RealMinutes => 60*1 }, >>>> }, >>>> >>>> '2h' => { >>>> Response => { RealMinutes => 60*2 }, >>>> Resolve => { RealMinutes => 60 }, >>>> }, >>>> '1d' => { >>>> Response => { RealMinutes => 60*1 }, >>>> Resolve => { RealMinutes => 60*24 }, >>>> }, >>>> >>>> }, >>>> ); >>>> >>>> >>> >>> >>> -- >>> Best regards, Ruslan. >>> >> >> >> >> -- >> www.opensourcer.net >> > > > > -- > Best regards, Ruslan. > -- www.opensourcer.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed May 22 07:50:16 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 22 May 2013 15:50:16 +0400 Subject: [rt-users] need SLA tutorials/guide for first time setup In-Reply-To: References: Message-ID: It's first time installtion and you have to run 'make initdb' that is not executed by CPAN shell you used. At this moment we can not fully automate installation via cpan shell. On Wed, May 22, 2013 at 3:39 PM, Arun ragini wrote: > Hi, > > I have installed SLA extention using perl -MCPAN -e 'install > RT::Extension::SLA;' > asked me for RT.pm path I have provided it. > And extension got installed I verified SLA version is 0.07 > as document mentioned I need to run db upgrade only prior to 0.0.6 (i > ignored it) > > > now coming to Tools->Configuration->Custom Fields->Select I don't see > custom Fields SLA/or related to it. > > > and I really appreciate for help me > > Thanks > Arun > > > On Wed, May 22, 2013 at 4:58 PM, Ruslan Zakirov wrote: > >> If you don't see SLA custom field in RT (go to Tools -> Configuration -> >> Custom Fields -> Select) then you didn't follow installation instructions >> properly and just has config and code that is not executed as it's not >> registered in the DB. >> >> >> On Wed, May 22, 2013 at 3:26 PM, Arun ragini wrote: >> >>> I don't see SLA while creating tickets and I don't see them after >>> creating tickets. >>> >>> I'm kind of confused I hoping to find some tutorial on how to configure >>> SLA for RT >>> >>> >>> On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov wrote: >>> >>>> You should use more accounts to test. >>>> Have you checked logs? >>>> Do you see SLA CF on tickets? >>>> Do you see SLA CF set on tickets? >>>> >>>> >>>> On Wed, May 22, 2013 at 2:45 PM, Arun ragini wrote: >>>> >>>>> yes I'm talking about SLA extension, >>>>> >>>>> I have gone through >>>>> https://github.com/bestpractical/rt-extension-sla/blob/master/README >>>>> >>>>> after I create ticket and and own the ticket I don't get to see the >>>>> Due date/time etc. >>>>> >>>>> My SLA config as follows >>>>> >>>>> %RT::ServiceAgreements = ( >>>>> Default => '4h', >>>>> QueueDefault => { >>>>> 'General' => '4h', >>>>> 'Clients' => '1d', >>>>> }, >>>>> Levels => { >>>>> '4h' => { >>>>> Resolve => { RealMinutes => 60*4 }, >>>>> Response => { RealMinutes => 60*1 }, >>>>> }, >>>>> >>>>> '2h' => { >>>>> Response => { RealMinutes => 60*2 }, >>>>> Resolve => { RealMinutes => 60 }, >>>>> }, >>>>> '1d' => { >>>>> Response => { RealMinutes => 60*1 }, >>>>> Resolve => { RealMinutes => 60*24 }, >>>>> }, >>>>> >>>>> }, >>>>> ); >>>>> >>>>> >>>> >>>> >>>> -- >>>> Best regards, Ruslan. >>>> >>> >>> >>> >>> -- >>> www.opensourcer.net >>> >> >> >> >> -- >> Best regards, Ruslan. >> > > > > -- > www.opensourcer.net > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From diaulas.castro at intersolution.inf.br Wed May 22 07:50:26 2013 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Wed, 22 May 2013 11:50:26 +0000 Subject: [rt-users] RES: RES: Generate end of the day report and email In-Reply-To: <1369222681.44539.YahooMailNeo@web172605.mail.ir2.yahoo.com> References: <1368175668.17358.YahooMailNeo@web172602.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A49EA3@GRXPRD8011MB606.lamprd80.prod.outlook.com> <1369222681.44539.YahooMailNeo@web172605.mail.ir2.yahoo.com> Message-ID: <3B9178D874F56F47B616AB50C01F7B7791A639E5@GRXPRD8011MB606.lamprd80.prod.outlook.com> Sorry, didnt understand your message, but from your log I think you don?t have RTSERVER variable, Try to add on top of script: export RTSERVER=your.rt.installation if you got error try to execute a simple /usr/bin/rt ls TICKET_NUMBER That script relies on output of RT CLI command. De: Asanka Gunasekera [mailto:asanka_gunasekera at yahoo.co.uk] Enviada em: quarta-feira, 22 de maio de 2013 08:38 Para: Diaulas Castro; rt-users at lists.bestpractical.com Assunto: Re: [rt-users] RES: Generate end of the day report and email Hi Diaulas, can you tell me the user name that the rt command is looking for since I put root (of rt) and tried some and other rt account as well, but I am getting below error Query:Status!='resolved' and Status!='rejected' rt: Server error: Forbidden (403) Thank you and Best Regards ________________________________ From: Diaulas Castro > To: "rt-users at lists.bestpractical.com" > Sent: Friday, 10 May 2013, 21:42 Subject: [rt-users] RES: Generate end of the day report and email Made this bash script to accomplish using RT CLI. Just customize ?From:?, To:? and ?Status? search in rt ls command and schedule on crontab. This script will list all tickets and mail fields to temp file after that a while loop will add html tags (tables and rows) trough command sed, so I got a nice looking mail report. (http://postimg.org/image/yfmlp9307/) If you want to color the rows use this before sendmail command: sed -i -e '/Nobody/s/D2EAF1/CCCCCC/g' $MAIL sed -i -e '/diaulas.castro/s/D2EAF1/6FCCFF/g' $MAIL This will change all tickets by nobody to gray and Diaulas.castro to light blue PS: I know! RT-CRONTOOL exist, but I m not perl expert.. =( #################################### export RTORDERBY=owner MAIL=/tmp/rel_todos_tickets_abertos.sh.mail echo "From: MY_TICKET at MY_DOMAIN.COM " > $MAIL echo "To: DIRECTORS at MYDOMAIN.COM" >> $MAIL echo "MIME-Version: 1.0" >> $MAIL echo 'Content-type: text/html; charset=iso-8859-1' >> $MAIL echo " boundary=`date +%s`/rt.MY.DOMAIN.COM" >> $MAIL echo "Subject: All open Tickets:$(date +%d/%m/%y)" >> $MAIL echo "" >> $MAIL echo "" >> $MAIL echo "" >> $MAIL echo "" >> $MAIL echo "" >> $MAIL echo "" >> $MAIL echo "">> $MAIL /usr/bin/rt ls "Status != resolved AND Status != report AND Status != plantao AND Status != stalled" -f id,subject,queue,status,owner,lastupdated |iconv -f UTF-8 -t ISO8859-1 > /tmp/rel.tmp while read line ; do echo "/g" done < /tmp/rel.tmp >> $MAIL echo "
$line
">> $MAIL echo "" >> $MAIL echo "" >> $MAIL /usr/sbin/sendmail -t < $MAIL De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Asanka Gunasekera Enviada em: sexta-feira, 10 de maio de 2013 05:48 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] Generate end of the day report and email Hi, is there any way to auto generate end of the day report and emal this to management (all open, all new etc) I am using RT4 and oracle database on redhat Thanks and Regards -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From arunragini at gmail.com Wed May 22 08:39:18 2013 From: arunragini at gmail.com (Arun ragini) Date: Wed, 22 May 2013 18:09:18 +0530 Subject: [rt-users] need SLA tutorials/guide for first time setup In-Reply-To: References: Message-ID: Let me try that. Thanks for all the help. On Wed, May 22, 2013 at 5:20 PM, Ruslan Zakirov wrote: > It's first time installtion and you have to run 'make initdb' that is not > executed by CPAN shell you used. At this moment we can not fully automate > installation via cpan shell. > > > On Wed, May 22, 2013 at 3:39 PM, Arun ragini wrote: > >> Hi, >> >> I have installed SLA extention using perl -MCPAN -e 'install >> RT::Extension::SLA;' >> asked me for RT.pm path I have provided it. >> And extension got installed I verified SLA version is 0.07 >> as document mentioned I need to run db upgrade only prior to 0.0.6 (i >> ignored it) >> >> >> now coming to Tools->Configuration->Custom Fields->Select I don't see >> custom Fields SLA/or related to it. >> >> >> and I really appreciate for help me >> >> Thanks >> Arun >> >> >> On Wed, May 22, 2013 at 4:58 PM, Ruslan Zakirov wrote: >> >>> If you don't see SLA custom field in RT (go to Tools -> Configuration -> >>> Custom Fields -> Select) then you didn't follow installation instructions >>> properly and just has config and code that is not executed as it's not >>> registered in the DB. >>> >>> >>> On Wed, May 22, 2013 at 3:26 PM, Arun ragini wrote: >>> >>>> I don't see SLA while creating tickets and I don't see them after >>>> creating tickets. >>>> >>>> I'm kind of confused I hoping to find some tutorial on how to configure >>>> SLA for RT >>>> >>>> >>>> On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov wrote: >>>> >>>>> You should use more accounts to test. >>>>> Have you checked logs? >>>>> Do you see SLA CF on tickets? >>>>> Do you see SLA CF set on tickets? >>>>> >>>>> >>>>> On Wed, May 22, 2013 at 2:45 PM, Arun ragini wrote: >>>>> >>>>>> yes I'm talking about SLA extension, >>>>>> >>>>>> I have gone through >>>>>> https://github.com/bestpractical/rt-extension-sla/blob/master/README >>>>>> >>>>>> after I create ticket and and own the ticket I don't get to see the >>>>>> Due date/time etc. >>>>>> >>>>>> My SLA config as follows >>>>>> >>>>>> %RT::ServiceAgreements = ( >>>>>> Default => '4h', >>>>>> QueueDefault => { >>>>>> 'General' => '4h', >>>>>> 'Clients' => '1d', >>>>>> }, >>>>>> Levels => { >>>>>> '4h' => { >>>>>> Resolve => { RealMinutes => 60*4 }, >>>>>> Response => { RealMinutes => 60*1 }, >>>>>> }, >>>>>> >>>>>> '2h' => { >>>>>> Response => { RealMinutes => 60*2 }, >>>>>> Resolve => { RealMinutes => 60 }, >>>>>> }, >>>>>> '1d' => { >>>>>> Response => { RealMinutes => 60*1 }, >>>>>> Resolve => { RealMinutes => 60*24 }, >>>>>> }, >>>>>> >>>>>> }, >>>>>> ); >>>>>> >>>>>> >>>>> >>>>> >>>>> -- >>>>> Best regards, Ruslan. >>>>> >>>> >>>> >>>> >>>> -- >>>> www.opensourcer.net >>>> >>> >>> >>> >>> -- >>> Best regards, Ruslan. >>> >> >> >> >> -- >> www.opensourcer.net >> > > > > -- > Best regards, Ruslan. > -- www.opensourcer.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Wed May 22 13:54:27 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Wed, 22 May 2013 13:54:27 -0400 Subject: [rt-users] Getting a clean ticket history In-Reply-To: <910CDE054EF7D24DBCA89A2EF88A404E3786332A@phxmain-exmbx10> References: <910CDE054EF7D24DBCA89A2EF88A404E3786332A@phxmain-exmbx10> Message-ID: On Tue, May 14, 2013 at 3:25 PM, Brent Wiese wrote: > Is there a way to copy/paste, export, or some other means a ticket?s > entire history? > $ /opt/rt3/bin/rt show ticket/123456/history > **** > > ** ** > > I searched around the archives and didn?t find anything that would work > for me.**** > > ** ** > > I tried to forward a ticket to my email address hoping that would work, > but it didn?t include comments. It was also a mess of attached messages, > not a single listing.**** > > ** ** > > I also tried installing the windows ?generic / text? printer driver and > the output rendered terribly (not surprising).**** > > ** ** > > Thanks,**** > > Brent**** > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- 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 May 22 14:06:22 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 22 May 2013 11:06:22 -0700 Subject: [rt-users] [rt-announce] Security vulnerabilities in RT Message-ID: <519D091E.1050702@bestpractical.com> We discovered a number of security vulnerabilities which affect both RT 3.8.x and RT 4.0.x. We are releasing RT versions 3.8.17 and 4.0.13 to resolve these vulnerabilities, as well as patches which apply atop all released versions of 3.8 and 4.0. The vulnerabilities addressed by 3.8.17, 4.0.13, and the below patches include the following: RT 4.0.0 and above are vulnerable to a limited privilege escalation leading to unauthorized modification of ticket data. The DeleteTicket right and any custom lifecycle transition rights may be bypassed by any user with ModifyTicket. This vulnerability is assigned CVE-2012-4733. RT 3.8.0 and above include a version of bin/rt that uses semi-predictable names when creating tempfiles. This could possibly be exploited by a malicious user to overwrite files with permissions of the user running bin/rt. This vulnerability is assigned CVE-2013-3368. RT 3.8.0 and above allow calling of arbitrary Mason components (without control of arguments) for users who can see administration pages. This could be used by a malicious user to run private components which may have negative side-effects. This vulnerability is assigned CVE-2013-3369. RT 3.8.0 and above allow direct requests to private callback components. Though no callback components ship with RT, this could be used to exploit an extension or local callback which uses the arguments passed to it insecurely. This vulnerability is assigned CVE-2013-3370. RT 3.8.3 and above are vulnerable to cross-site scripting (XSS) via attachment filenames. The vector is difficult to exploit due to parsing requirements. Additionally, RT 4.0.0 and above are vulnerable to XSS via maliciously-crafted "URLs" in ticket content when RT's "MakeClicky" feature is configured. Although not believed to be exploitable in the stock configuration, a patch is also included for RTIR 2.6.x to add bulletproofing. These vulnerabilities are assigned CVE-2013-3371. RT 3.8.0 and above are vulnerable to an HTTP header injection limited to the value of the Content-Disposition header. Injection of other arbitrary response headers is not possible. Some (especially older) browsers may allow multiple Content-Disposition values which could lead to XSS. Newer browsers contain security measures to prevent this. Thank you to Dominic Hargreaves for reporting this vulnerability. This vulnerability is assigned CVE-2013-3372. RT 3.8.0 and above are vulnerable to a MIME header injection in outgoing email generated by RT. The vectors via RT's stock templates are resolved by this patchset, but any custom email templates should be updated to ensure that values interpolated into mail headers do not contain newlines. This vulnerability is assigned CVE-2013-3373. RT 3.8.0 and above are vulnerable to limited session re-use when using the file-based session store, Apache::Session::File. RT's default session configuration only uses Apache::Session::File for Oracle. RT instances using Oracle may be locally configured to use the database-backed Apache::Session::Oracle, in which case sessions are never re-used. The extent of session re-use is limited to information leaks of certain user preferences and caches, such as queue names available for ticket creation. Thank you to Jenny Martin for reporting the problem that lead to discovery of this vulnerability. This vulnerability is assigned CVE-2013-3374. Patches for all releases of 3.8.x and 4.0.x are available for download below. Versions of RT older than 3.8.0 are unsupported and do not receive security patches; please contact sales at bestpractical.com if you need assistance with an older RT version. http://download.bestpractical.com/pub/rt/release/security-2013-05-22.tar.gz http://download.bestpractical.com/pub/rt/release/security-2013-05-22.tar.gz.sig 25349c393c1b8d720f26a62dd57dc90d7def1cea security-2013-05-22.tar.gz d78db2e9fba3b78c1ee7a0a8d9ede871cc7ba7dc security-2013-05-22.tar.gz.sig The README in the tarball contains instructions for applying the patches. If you need help resolving this issue locally, we will provide discounted pricing for single-incident support; 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: 255 bytes Desc: OpenPGP digital signature URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From dfriend at qcol.net Wed May 22 14:15:14 2013 From: dfriend at qcol.net (dfriend at qcol.net) Date: Wed, 22 May 2013 14:15:14 -0400 (EDT) Subject: [rt-users] Login Passwords Fail following upgrade to RT Message-ID: <57f74497d85d6923ef69280ca18bf3f6.squirrel@webmail.qcol.net> I initially attempted to upgrade to 4.0.12 and that is when I first identified the problem. I then went back to 3.8.10 and upgraded each individual version and tested to see if I could log-out and then back in. It was when I tried to go from version 3.8.16 to 4.0.0 when I first had the issue. I intend to go to 4.0.12 one step at a time. I did run the make upgrade and then /opt/rt4/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade. It says it will upgrade 3.9.1 through 4.0.0rc7. During this process I get an error after the Processing 3.9.3 - Now populating database schema message: [crit]: DBD::mysql::st execute failed: Can't DROP 'DelegatedBy'; check that column/key exists at /opt/rt4/sbin/../lib/RT/Handle.pm line 503. (/opt/rt4/sbin/../lib/RT.pm:340) DBD::mysql::st execute failed: Can't DROP 'DelegatedBy'; check that column/key exists at /opt/rt4/sbin/../lib/RT/Handle.pm line 503. The script stops executing at this point. Date: Tue, 21 May 2013 17:13:59 -0700 From: Thomas Sibley To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Login Passwords Fail following upgrade to RT 4.0.0 Message-ID: <519C0DC7.70304 at bestpractical.com> Content-Type: text/plain; charset=UTF-8 On 05/21/2013 06:55 AM, dfriend at qcol.net wrote: > I am currently running RT 3.8.16 and all appears to be working fine. I > have decided to upgrade to RT 4.0.0. Why 4.0.0 and not 4.0.12? .12 contains two years of bugfixes. There is no reason to upgrade to something less. > There are a few other differences in the users database between rt3 & rt4. > I have tried to follow the README, UPGRADING & UPGRADING.mysql > directions but cannot find that the new database SCHEMA has changed > during these processes. Did you run `make upgrade-database`? It sounds very much like you didn't run any database upgrades at all. Please re-read the README, paying attention to step 6(b) and UPGRADING-4.0: http://bestpractical.com/rt/docs/latest/README.html http://bestpractical.com/rt/docs/latest/UPGRADING-4.0.html Perhaps this will be useful: http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html From trs at bestpractical.com Wed May 22 14:38:20 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 22 May 2013 11:38:20 -0700 Subject: [rt-users] [rt-announce] RT 4.0.13 released Message-ID: <519D109C.5000507@bestpractical.com> RT 4.0.13 contains important security fixes. http://download.bestpractical.com/pub/rt/release/rt-4.0.13.tar.gz http://download.bestpractical.com/pub/rt/release/rt-4.0.13.tar.gz.asc SHA1 sums d09f0b9beed8f4e7972fd43d5597e78306d9acef rt-4.0.13.tar.gz 94d1de447301c9be728197572aff2d29944bc39e rt-4.0.13.tar.gz.asc This release of RT resolves a number of security vulnerabilities: CVE-2012-4733 CVE-2013-3368 CVE-2013-3369 CVE-2013-3370 CVE-2013-3371 CVE-2013-3372 CVE-2013-3373 CVE-2013-3374 It also includes a database upgrade, so please make sure to run `make upgrade-database`. Details about the above CVEs are available at: http://lists.bestpractical.com/pipermail/rt-announce/2013-May/000226.html A complete changelog is available from git by running: git log rt-4.0.12..rt-4.0.13 or visiting https://github.com/bestpractical/rt/compare/rt-4.0.12...rt-4.0.13 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 255 bytes Desc: OpenPGP digital signature URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From ruz at bestpractical.com Wed May 22 14:59:25 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 22 May 2013 22:59:25 +0400 Subject: [rt-users] Login Passwords Fail following upgrade to RT In-Reply-To: <57f74497d85d6923ef69280ca18bf3f6.squirrel@webmail.qcol.net> References: <57f74497d85d6923ef69280ca18bf3f6.squirrel@webmail.qcol.net> Message-ID: Hi, You got an error and your upgrade failed. Which database do you use and which version of the DB. The fact that you don't have DelegatedBy column suggests that you did something wrong when was copying RT3's DB or have DB with column dropped already. We had big thread on the list recently with very similar error. Take a look. On Wed, May 22, 2013 at 10:15 PM, wrote: > I initially attempted to upgrade to 4.0.12 and that is when I first > identified the problem. I then went back to 3.8.10 and upgraded each > individual version and tested to see if I could log-out and then back in. > It was when I tried to go from version 3.8.16 to 4.0.0 when I first had > the issue. I intend to go to 4.0.12 one step at a time. > > I did run the make upgrade and then /opt/rt4/sbin/rt-setup-database --dba > root --prompt-for-dba-password --action upgrade. It says it will upgrade > 3.9.1 through 4.0.0rc7. During this process I get an error after the > Processing 3.9.3 - Now populating database schema message: > > [crit]: DBD::mysql::st execute failed: Can't DROP 'DelegatedBy'; check > that column/key exists at /opt/rt4/sbin/../lib/RT/Handle.pm line 503. > (/opt/rt4/sbin/../lib/RT.pm:340) > DBD::mysql::st execute failed: Can't DROP 'DelegatedBy'; check that > column/key exists at /opt/rt4/sbin/../lib/RT/Handle.pm line 503. > > The script stops executing at this point. > > > Date: Tue, 21 May 2013 17:13:59 -0700 > From: Thomas Sibley > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Login Passwords Fail following upgrade to RT > 4.0.0 > Message-ID: <519C0DC7.70304 at bestpractical.com> > Content-Type: text/plain; charset=UTF-8 > > On 05/21/2013 06:55 AM, dfriend at qcol.net wrote: > > I am currently running RT 3.8.16 and all appears to be working fine. I > > have decided to upgrade to RT 4.0.0. > > Why 4.0.0 and not 4.0.12? .12 contains two years of bugfixes. There is > no reason to upgrade to something less. > > > There are a few other differences in the users database between rt3 & > rt4. > > I have tried to follow the README, UPGRADING & UPGRADING.mysql > > directions but cannot find that the new database SCHEMA has changed > > during these processes. > > Did you run `make upgrade-database`? It sounds very much like you didn't > run any database upgrades at all. > > Please re-read the README, paying attention to step 6(b) and UPGRADING-4.0: > > http://bestpractical.com/rt/docs/latest/README.html > http://bestpractical.com/rt/docs/latest/UPGRADING-4.0.html > > Perhaps this will be useful: > http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html > > > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed May 22 15:49:54 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 22 May 2013 12:49:54 -0700 Subject: [rt-users] [rt-announce] RT 3.8.17 released Message-ID: <519D2162.90008@bestpractical.com> RT 3.8.17 contains important security fixes. http://download.bestpractical.com/pub/rt/release/rt-3.8.17.tar.gz http://download.bestpractical.com/pub/rt/release/rt-3.8.17.tar.gz.sig SHA1 sums 4765c68f91a0e8e21ed0fd39397cd8e3970ca992 rt-3.8.17.tar.gz a0aa9a3e284d4fc36ba7e6354d7e0772833f2a00 rt-3.8.17.tar.gz.sig This release of RT resolves a number of security vulnerabilities: CVE-2013-3368 CVE-2013-3369 CVE-2013-3370 CVE-2013-3371 CVE-2013-3372 CVE-2013-3373 CVE-2013-3374 It also includes a database upgrade, so please make sure to run `make upgrade-database`. Details about the above CVEs are available at: http://lists.bestpractical.com/pipermail/rt-announce/2013-May/000226.html A complete changelog is available from git by running: git log rt-3.8.16..rt-3.8.17 or visiting https://github.com/bestpractical/rt/compare/rt-3.8.16...rt-3.8.17 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 255 bytes Desc: OpenPGP digital signature URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From vadud3 at gmail.com Wed May 22 16:52:59 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Wed, 22 May 2013 16:52:59 -0400 Subject: [rt-users] Change ticket status after elapsed time period In-Reply-To: References: <017701ce4b04$e0d57140$a28053c0$@xnet.co.nz> Message-ID: On Tue, May 7, 2013 at 2:24 PM, Ruslan Zakirov wrote: > > > > On Tue, May 7, 2013 at 1:25 PM, kjcsb wrote: > >> I would like to configure RT to automatically change the status of a >> ticket >> in certain cases. An example of this would be when a ticket is set to >> "waiting on customer" response. After a certain period without a response >> (ideally working days rather than calendar days) we would like to resolve >> the ticket. I've been unable to find the right term to search on to find >> the >> answer to this. Any help appreciated. >> >> >> > For such things you use rt-crontool. Start with search that uses > TicketSQL, for example "LastUpdated < '10 days ago' AND Status = 'waiting > on customer'". Figure out how to use SetStatus action. > Ramon Kagan wrote a RT::Action::SetStatus module http://lists.bestpractical.com/pipermail/rt-users/2005-February/028827.html You can place it at /opt/rt3/local/lib/RT/Action/SetStatus.pm and use it. You may have to run mkdir -p /opt/rt3/local/lib/RT/Action YMMV. > When above is ready then you can do two things: > > 1) use bash or any other programming language to calculate time span and > execute rt-crontool. What I mean is that if your script is executed on > Monday and you want 5 days time span then your code generates '7 days ago' > to compensate weekend. > > 2) write RT's custom condition that does additional date checks using > pretty much the same logic as above solution. > > -- > Best regards, Ruslan. > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed May 22 17:49:33 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 22 May 2013 14:49:33 -0700 Subject: [rt-users] Change ticket status after elapsed time period In-Reply-To: References: <017701ce4b04$e0d57140$a28053c0$@xnet.co.nz> Message-ID: <519D3D6D.8080000@bestpractical.com> On 05/22/2013 01:52 PM, Asif Iqbal wrote: > Ramon Kagan wrote a RT::Action::SetStatus module > http://lists.bestpractical.com/pipermail/rt-users/2005-February/028827.html > > You can place it at /opt/rt3/local/lib/RT/Action/SetStatus.pm and use > it. You may have to run mkdir -p /opt/rt3/local/lib/RT/Action Asif, RT has shipped with an RT::Action::SetStatus in core since 4.0.0. From Thomas.Lau at principleone.com Wed May 22 21:15:01 2013 From: Thomas.Lau at principleone.com (Thomas Lau) Date: Thu, 23 May 2013 01:15:01 +0000 Subject: [rt-users] Upgrade RT, what about plugin module? Message-ID: <8BFBF14CE1F57C46A863FE2E8F367A891355F42D@p1hkdcwx03.hk.principleone.com> Hi, I am wondering if plugin would have problem if I perform general minor version upgrade on 4.0.x? Recently we intensively use more and more plugin which I am not sure if it will drive the upgrade more complicated. We are using RT-Extension-CommandByMail, RT-Extension-RepeatTicket and RT-Extension-SLA. -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Wed May 22 21:38:13 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Wed, 22 May 2013 21:38:13 -0400 Subject: [rt-users] Change ticket status after elapsed time period In-Reply-To: <519D3D6D.8080000@bestpractical.com> References: <017701ce4b04$e0d57140$a28053c0$@xnet.co.nz> <519D3D6D.8080000@bestpractical.com> Message-ID: On Wed, May 22, 2013 at 5:49 PM, Thomas Sibley wrote: > On 05/22/2013 01:52 PM, Asif Iqbal wrote: > > Ramon Kagan wrote a RT::Action::SetStatus module > > > http://lists.bestpractical.com/pipermail/rt-users/2005-February/028827.html > > > > You can place it at /opt/rt3/local/lib/RT/Action/SetStatus.pm and use > > it. You may have to run mkdir -p /opt/rt3/local/lib/RT/Action > > Asif, RT has shipped with an RT::Action::SetStatus in core since 4.0.0. Awesome! Waiting for my hardware to upgrade. Thanks for the info. > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- 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 Chris.Foster at bartercard.co.nz Thu May 23 00:52:17 2013 From: Chris.Foster at bartercard.co.nz (Chris Foster) Date: Thu, 23 May 2013 16:52:17 +1200 Subject: [rt-users] Conditional Custom Fields Message-ID: Hi, I am trying to setup against ticket in a certain queue where a group of custom fields show based on a value of another custom field (as a combobox). This is so that it prompts users to fill out the relevant custom fields only not all of the custom fields. I have all of the custom fields all setup and each field generally has a standard prefix in the field name, so this hopefully should make it easier to group the relevant custom fields. How would I go round in doing this as I have looked in the wiki and mailing list archives to no avail? We are using RT 4.0.12 and I am new to RT. Regards, Chris. Have you visited Bartercard Maps yet? www.bartercardmaps.co.nz Find us on Facebook www.facebook.com/BartercardNewZealand ************************************************************************************************* >From time to time Bartercard may promote goods and services on behalf of members, however Bartercard acts as a third party record keeper and transactions are conducted between members. Bartercard is not a party to these transactions. Any advice or representations made should not be relied upon, and independent advice should be sought. Please refer to the full rules of the Trading Program which are available on request. This e-mail, including attachments, may be confidential and/or privileged. Only the intended recipient may access or use it. Any dissemination, distribution or copying of this e-mail is strictly prohibited. If you are not the intended recipient please notify us immediately by return e-mail and then erase the e-mail. Any confidentiality or privilege is not waived or lost if you have received this e-mail in error. ************************************************************************************************* -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu May 23 01:27:25 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 23 May 2013 09:27:25 +0400 Subject: [rt-users] Upgrade RT, what about plugin module? In-Reply-To: <8BFBF14CE1F57C46A863FE2E8F367A891355F42D@p1hkdcwx03.hk.principleone.com> References: <8BFBF14CE1F57C46A863FE2E8F367A891355F42D@p1hkdcwx03.hk.principleone.com> Message-ID: On Thu, May 23, 2013 at 5:15 AM, Thomas Lau wrote: > Hi,**** > > ** ** > > I am wondering if plugin would have problem if I perform general minor > version upgrade on 4.0.x? > They shouldn't. We work hard not to break backwards compatibility in minor versions and avoid database changes as much as possible. > **** > > ** ** > > Recently we intensively use more and more plugin which I am not sure if it > will drive the upgrade more complicated.**** > > ** ** > > We are using RT-Extension-CommandByMail, RT-Extension-RepeatTicket and > RT-Extension-SLA. > All these should work with recent versions of 4.0.x. > **** > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From arunragini at gmail.com Thu May 23 03:40:26 2013 From: arunragini at gmail.com (Arun ragini) Date: Thu, 23 May 2013 13:10:26 +0530 Subject: [rt-users] need SLA tutorials/guide for first time setup In-Reply-To: References: Message-ID: Hi, Thanks for the help, SLA CF has been created (by running make inidb) with no values do I need to add the following SLA configuation like 4h, 2h and 2d ? . I have the following SLA configuration: %RT::ServiceAgreements = ( Default => '4h', QueueDefault => { 'General' => '4h', 'Clients' => '1d', }, Levels => { '4h' => { Resolve => { RealMinutes => 60*4 }, Response => { RealMinutes => 60*1 }, }, '2h' => { Response => { RealMinutes => 60*2 }, Resolve => { RealMinutes => 60 }, }, '1d' => { Response => { RealMinutes => 60*1 }, Resolve => { RealMinutes => 60*24 }, }, }, ); Thanks in advance Arun On Wed, May 22, 2013 at 6:09 PM, Arun ragini wrote: > Let me try that. Thanks for all the help. > > > On Wed, May 22, 2013 at 5:20 PM, Ruslan Zakirov wrote: > >> It's first time installtion and you have to run 'make initdb' that is not >> executed by CPAN shell you used. At this moment we can not fully automate >> installation via cpan shell. >> >> >> On Wed, May 22, 2013 at 3:39 PM, Arun ragini wrote: >> >>> Hi, >>> >>> I have installed SLA extention using perl -MCPAN -e 'install >>> RT::Extension::SLA;' >>> asked me for RT.pm path I have provided it. >>> And extension got installed I verified SLA version is 0.07 >>> as document mentioned I need to run db upgrade only prior to 0.0.6 (i >>> ignored it) >>> >>> >>> now coming to Tools->Configuration->Custom Fields->Select I don't see >>> custom Fields SLA/or related to it. >>> >>> >>> and I really appreciate for help me >>> >>> Thanks >>> Arun >>> >>> >>> On Wed, May 22, 2013 at 4:58 PM, Ruslan Zakirov wrote: >>> >>>> If you don't see SLA custom field in RT (go to Tools -> Configuration >>>> -> Custom Fields -> Select) then you didn't follow installation >>>> instructions properly and just has config and code that is not executed as >>>> it's not registered in the DB. >>>> >>>> >>>> On Wed, May 22, 2013 at 3:26 PM, Arun ragini wrote: >>>> >>>>> I don't see SLA while creating tickets and I don't see them after >>>>> creating tickets. >>>>> >>>>> I'm kind of confused I hoping to find some tutorial on how to >>>>> configure SLA for RT >>>>> >>>>> >>>>> On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov >>>> > wrote: >>>>> >>>>>> You should use more accounts to test. >>>>>> Have you checked logs? >>>>>> Do you see SLA CF on tickets? >>>>>> Do you see SLA CF set on tickets? >>>>>> >>>>>> >>>>>> On Wed, May 22, 2013 at 2:45 PM, Arun ragini wrote: >>>>>> >>>>>>> yes I'm talking about SLA extension, >>>>>>> >>>>>>> I have gone through >>>>>>> https://github.com/bestpractical/rt-extension-sla/blob/master/README >>>>>>> >>>>>>> after I create ticket and and own the ticket I don't get to see the >>>>>>> Due date/time etc. >>>>>>> >>>>>>> My SLA config as follows >>>>>>> >>>>>>> %RT::ServiceAgreements = ( >>>>>>> Default => '4h', >>>>>>> QueueDefault => { >>>>>>> 'General' => '4h', >>>>>>> 'Clients' => '1d', >>>>>>> }, >>>>>>> Levels => { >>>>>>> '4h' => { >>>>>>> Resolve => { RealMinutes => 60*4 }, >>>>>>> Response => { RealMinutes => 60*1 }, >>>>>>> }, >>>>>>> >>>>>>> '2h' => { >>>>>>> Response => { RealMinutes => 60*2 }, >>>>>>> Resolve => { RealMinutes => 60 }, >>>>>>> }, >>>>>>> '1d' => { >>>>>>> Response => { RealMinutes => 60*1 }, >>>>>>> Resolve => { RealMinutes => 60*24 }, >>>>>>> }, >>>>>>> >>>>>>> }, >>>>>>> ); >>>>>>> >>>>>>> >>>>>> >>>>>> >>>>>> -- >>>>>> Best regards, Ruslan. >>>>>> >>>>> >>>>> >>>>> >>>>> -- >>>>> www.opensourcer.net >>>>> >>>> >>>> >>>> >>>> -- >>>> Best regards, Ruslan. >>>> >>> >>> >>> >>> -- >>> www.opensourcer.net >>> >> >> >> >> -- >> Best regards, Ruslan. >> > > > > -- > www.opensourcer.net > -- www.opensourcer.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From Thomas.Lau at principleone.com Thu May 23 04:31:17 2013 From: Thomas.Lau at principleone.com (Thomas Lau) Date: Thu, 23 May 2013 08:31:17 +0000 Subject: [rt-users] Upgrade RT, what about plugin module? In-Reply-To: References: <8BFBF14CE1F57C46A863FE2E8F367A891355F42D@p1hkdcwx03.hk.principleone.com> Message-ID: <8BFBF14CE1F57C46A863FE2E8F367A891355FB5D@p1hkdcwx03.hk.principleone.com> Hi, Thanks for replying. Does it means basically no extra step should do on plugin during minor version upgrade? From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, May 23, 2013 1:27 PM To: Thomas Lau Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Upgrade RT, what about plugin module? On Thu, May 23, 2013 at 5:15 AM, Thomas Lau > wrote: Hi, I am wondering if plugin would have problem if I perform general minor version upgrade on 4.0.x? They shouldn't. We work hard not to break backwards compatibility in minor versions and avoid database changes as much as possible. Recently we intensively use more and more plugin which I am not sure if it will drive the upgrade more complicated. We are using RT-Extension-CommandByMail, RT-Extension-RepeatTicket and RT-Extension-SLA. All these should work with recent versions of 4.0.x. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu May 23 06:10:51 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 23 May 2013 14:10:51 +0400 Subject: [rt-users] need SLA tutorials/guide for first time setup In-Reply-To: References: Message-ID: On Thu, May 23, 2013 at 11:40 AM, Arun ragini wrote: > Hi, > > Thanks for the help, SLA CF has been created (by running make inidb) with > no values do I need to add the following SLA configuation like 4h, 2h and > 2d ? . > > Yes. Add the values. > > I have the following SLA configuration: > > > %RT::ServiceAgreements = ( > Default => '4h', > QueueDefault => { > 'General' => '4h', > 'Clients' => '1d', > }, > Levels => { > '4h' => { > Resolve => { RealMinutes => 60*4 }, > Response => { RealMinutes => 60*1 }, > }, > > '2h' => { > Response => { RealMinutes => 60*2 }, > Resolve => { RealMinutes => 60 }, > }, > '1d' => { > Response => { RealMinutes => 60*1 }, > Resolve => { RealMinutes => 60*24 }, > }, > > }, > ); > > Thanks in advance > Arun > > > On Wed, May 22, 2013 at 6:09 PM, Arun ragini wrote: > >> Let me try that. Thanks for all the help. >> >> >> On Wed, May 22, 2013 at 5:20 PM, Ruslan Zakirov wrote: >> >>> It's first time installtion and you have to run 'make initdb' that is >>> not executed by CPAN shell you used. At this moment we can not fully >>> automate installation via cpan shell. >>> >>> >>> On Wed, May 22, 2013 at 3:39 PM, Arun ragini wrote: >>> >>>> Hi, >>>> >>>> I have installed SLA extention using perl -MCPAN -e 'install >>>> RT::Extension::SLA;' >>>> asked me for RT.pm path I have provided it. >>>> And extension got installed I verified SLA version is 0.07 >>>> as document mentioned I need to run db upgrade only prior to 0.0.6 (i >>>> ignored it) >>>> >>>> >>>> now coming to Tools->Configuration->Custom Fields->Select I don't see >>>> custom Fields SLA/or related to it. >>>> >>>> >>>> and I really appreciate for help me >>>> >>>> Thanks >>>> Arun >>>> >>>> >>>> On Wed, May 22, 2013 at 4:58 PM, Ruslan Zakirov wrote: >>>> >>>>> If you don't see SLA custom field in RT (go to Tools -> Configuration >>>>> -> Custom Fields -> Select) then you didn't follow installation >>>>> instructions properly and just has config and code that is not executed as >>>>> it's not registered in the DB. >>>>> >>>>> >>>>> On Wed, May 22, 2013 at 3:26 PM, Arun ragini wrote: >>>>> >>>>>> I don't see SLA while creating tickets and I don't see them after >>>>>> creating tickets. >>>>>> >>>>>> I'm kind of confused I hoping to find some tutorial on how to >>>>>> configure SLA for RT >>>>>> >>>>>> >>>>>> On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov < >>>>>> ruz at bestpractical.com> wrote: >>>>>> >>>>>>> You should use more accounts to test. >>>>>>> Have you checked logs? >>>>>>> Do you see SLA CF on tickets? >>>>>>> Do you see SLA CF set on tickets? >>>>>>> >>>>>>> >>>>>>> On Wed, May 22, 2013 at 2:45 PM, Arun ragini wrote: >>>>>>> >>>>>>>> yes I'm talking about SLA extension, >>>>>>>> >>>>>>>> I have gone through >>>>>>>> https://github.com/bestpractical/rt-extension-sla/blob/master/README >>>>>>>> >>>>>>>> after I create ticket and and own the ticket I don't get to see the >>>>>>>> Due date/time etc. >>>>>>>> >>>>>>>> My SLA config as follows >>>>>>>> >>>>>>>> %RT::ServiceAgreements = ( >>>>>>>> Default => '4h', >>>>>>>> QueueDefault => { >>>>>>>> 'General' => '4h', >>>>>>>> 'Clients' => '1d', >>>>>>>> }, >>>>>>>> Levels => { >>>>>>>> '4h' => { >>>>>>>> Resolve => { RealMinutes => 60*4 }, >>>>>>>> Response => { RealMinutes => 60*1 }, >>>>>>>> }, >>>>>>>> >>>>>>>> '2h' => { >>>>>>>> Response => { RealMinutes => 60*2 }, >>>>>>>> Resolve => { RealMinutes => 60 }, >>>>>>>> }, >>>>>>>> '1d' => { >>>>>>>> Response => { RealMinutes => 60*1 }, >>>>>>>> Resolve => { RealMinutes => 60*24 }, >>>>>>>> }, >>>>>>>> >>>>>>>> }, >>>>>>>> ); >>>>>>>> >>>>>>>> >>>>>>> >>>>>>> >>>>>>> -- >>>>>>> Best regards, Ruslan. >>>>>>> >>>>>> >>>>>> >>>>>> >>>>>> -- >>>>>> www.opensourcer.net >>>>>> >>>>> >>>>> >>>>> >>>>> -- >>>>> Best regards, Ruslan. >>>>> >>>> >>>> >>>> >>>> -- >>>> www.opensourcer.net >>>> >>> >>> >>> >>> -- >>> Best regards, Ruslan. >>> >> >> >> >> -- >> www.opensourcer.net >> > > > > -- > www.opensourcer.net > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu May 23 06:16:41 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 23 May 2013 14:16:41 +0400 Subject: [rt-users] Upgrade RT, what about plugin module? In-Reply-To: <8BFBF14CE1F57C46A863FE2E8F367A891355FB5D@p1hkdcwx03.hk.principleone.com> References: <8BFBF14CE1F57C46A863FE2E8F367A891355F42D@p1hkdcwx03.hk.principleone.com> <8BFBF14CE1F57C46A863FE2E8F367A891355FB5D@p1hkdcwx03.hk.principleone.com> Message-ID: On Thu, May 23, 2013 at 12:31 PM, Thomas Lau wrote: > Hi, Thanks for replying.**** > > ** ** > > ** ** > > Does it means basically no extra step should do on plugin during minor > version upgrade? > Shouldn't be. Create a dev environment where you can play with things and you will be more confident. > **** > > ** ** > > *From:* ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] *On > Behalf Of *Ruslan Zakirov > *Sent:* Thursday, May 23, 2013 1:27 PM > *To:* Thomas Lau > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] Upgrade RT, what about plugin module?**** > > ** ** > > On Thu, May 23, 2013 at 5:15 AM, Thomas Lau > wrote:**** > > Hi,**** > > **** > > I am wondering if plugin would have problem if I perform general minor > version upgrade on 4.0.x?**** > > ** ** > > They shouldn't. We work hard not to break backwards compatibility in minor > versions and avoid database changes as much as possible.**** > > **** > > **** > > Recently we intensively use more and more plugin which I am not sure if it > will drive the upgrade more complicated.**** > > **** > > We are using RT-Extension-CommandByMail, RT-Extension-RepeatTicket and > RT-Extension-SLA.**** > > ** ** > > All these should work with recent versions of 4.0.x.**** > > **** > > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training**** > > > > **** > > ** ** > > -- > Best regards, Ruslan. **** > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From chrisherrmann7 at gmail.com Thu May 23 06:17:54 2013 From: chrisherrmann7 at gmail.com (Chris Herrmann) Date: Thu, 23 May 2013 20:17:54 +1000 Subject: [rt-users] Kanban / agile workflows? Message-ID: Hi guys, Just wondering if there are any plugins or ?? That would facilitate alternative ways of visualising "work to do" like agile or kanban or ?? I'm thinking this could be helpful for teams and individual users to prioritise their work. Thanks, Chris Herrmann Far Edge +612 84251400 +614 03393309 http://www.faredge.com.au From chrisherrmann7 at gmail.com Thu May 23 06:19:41 2013 From: chrisherrmann7 at gmail.com (Chris Herrmann) Date: Thu, 23 May 2013 20:19:41 +1000 Subject: [rt-users] Kanban / agile workflows? In-Reply-To: References: Message-ID: <820E5653-AC48-4F09-B4EF-2A7236F84470@gmail.com> Just realise this is almost exactly the question I asked several weeks ago but had no responses... Chris Herrmann Far Edge +612 84251400 +614 03393309 http://www.faredge.com.au On 23/05/2013, at 20:17, Chris Herrmann wrote: Hi guys, Just wondering if there are any plugins or ?? That would facilitate alternative ways of visualising "work to do" like agile or kanban or ?? I'm thinking this could be helpful for teams and individual users to prioritise their work. Thanks, Chris Herrmann Far Edge +612 84251400 +614 03393309 http://www.faredge.com.au From arunragini at gmail.com Thu May 23 06:22:05 2013 From: arunragini at gmail.com (Arun ragini) Date: Thu, 23 May 2013 15:52:05 +0530 Subject: [rt-users] need SLA tutorials/guide for first time setup In-Reply-To: References: Message-ID: cool I did that, I have set 2h and 4h for two tickets. I was assuming that I get notification to respond and with some kind of alert, do I need to run some tool in the backend or is it like I need to open the ticket for SLA to take effect ? (one ticket is new and the other ticket is open status) Thanks for again all the help you are providing. On Thu, May 23, 2013 at 3:40 PM, Ruslan Zakirov wrote: > > > > On Thu, May 23, 2013 at 11:40 AM, Arun ragini wrote: > >> Hi, >> >> Thanks for the help, SLA CF has been created (by running make inidb) with >> no values do I need to add the following SLA configuation like 4h, 2h and >> 2d ? . >> >> > Yes. Add the values. > > >> >> I have the following SLA configuration: >> >> >> %RT::ServiceAgreements = ( >> Default => '4h', >> QueueDefault => { >> 'General' => '4h', >> 'Clients' => '1d', >> }, >> Levels => { >> '4h' => { >> Resolve => { RealMinutes => 60*4 }, >> Response => { RealMinutes => 60*1 }, >> }, >> >> '2h' => { >> Response => { RealMinutes => 60*2 }, >> Resolve => { RealMinutes => 60 }, >> }, >> '1d' => { >> Response => { RealMinutes => 60*1 }, >> Resolve => { RealMinutes => 60*24 }, >> }, >> >> }, >> ); >> >> Thanks in advance >> Arun >> >> >> On Wed, May 22, 2013 at 6:09 PM, Arun ragini wrote: >> >>> Let me try that. Thanks for all the help. >>> >>> >>> On Wed, May 22, 2013 at 5:20 PM, Ruslan Zakirov wrote: >>> >>>> It's first time installtion and you have to run 'make initdb' that is >>>> not executed by CPAN shell you used. At this moment we can not fully >>>> automate installation via cpan shell. >>>> >>>> >>>> On Wed, May 22, 2013 at 3:39 PM, Arun ragini wrote: >>>> >>>>> Hi, >>>>> >>>>> I have installed SLA extention using perl -MCPAN -e 'install >>>>> RT::Extension::SLA;' >>>>> asked me for RT.pm path I have provided it. >>>>> And extension got installed I verified SLA version is 0.07 >>>>> as document mentioned I need to run db upgrade only prior to 0.0.6 (i >>>>> ignored it) >>>>> >>>>> >>>>> now coming to Tools->Configuration->Custom Fields->Select I don't see >>>>> custom Fields SLA/or related to it. >>>>> >>>>> >>>>> and I really appreciate for help me >>>>> >>>>> Thanks >>>>> Arun >>>>> >>>>> >>>>> On Wed, May 22, 2013 at 4:58 PM, Ruslan Zakirov >>>> > wrote: >>>>> >>>>>> If you don't see SLA custom field in RT (go to Tools -> Configuration >>>>>> -> Custom Fields -> Select) then you didn't follow installation >>>>>> instructions properly and just has config and code that is not executed as >>>>>> it's not registered in the DB. >>>>>> >>>>>> >>>>>> On Wed, May 22, 2013 at 3:26 PM, Arun ragini wrote: >>>>>> >>>>>>> I don't see SLA while creating tickets and I don't see them after >>>>>>> creating tickets. >>>>>>> >>>>>>> I'm kind of confused I hoping to find some tutorial on how to >>>>>>> configure SLA for RT >>>>>>> >>>>>>> >>>>>>> On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov < >>>>>>> ruz at bestpractical.com> wrote: >>>>>>> >>>>>>>> You should use more accounts to test. >>>>>>>> Have you checked logs? >>>>>>>> Do you see SLA CF on tickets? >>>>>>>> Do you see SLA CF set on tickets? >>>>>>>> >>>>>>>> >>>>>>>> On Wed, May 22, 2013 at 2:45 PM, Arun ragini wrote: >>>>>>>> >>>>>>>>> yes I'm talking about SLA extension, >>>>>>>>> >>>>>>>>> I have gone through >>>>>>>>> https://github.com/bestpractical/rt-extension-sla/blob/master/README >>>>>>>>> >>>>>>>>> after I create ticket and and own the ticket I don't get to see >>>>>>>>> the Due date/time etc. >>>>>>>>> >>>>>>>>> My SLA config as follows >>>>>>>>> >>>>>>>>> %RT::ServiceAgreements = ( >>>>>>>>> Default => '4h', >>>>>>>>> QueueDefault => { >>>>>>>>> 'General' => '4h', >>>>>>>>> 'Clients' => '1d', >>>>>>>>> }, >>>>>>>>> Levels => { >>>>>>>>> '4h' => { >>>>>>>>> Resolve => { RealMinutes => 60*4 }, >>>>>>>>> Response => { RealMinutes => 60*1 }, >>>>>>>>> }, >>>>>>>>> >>>>>>>>> '2h' => { >>>>>>>>> Response => { RealMinutes => 60*2 }, >>>>>>>>> Resolve => { RealMinutes => 60 }, >>>>>>>>> }, >>>>>>>>> '1d' => { >>>>>>>>> Response => { RealMinutes => 60*1 }, >>>>>>>>> Resolve => { RealMinutes => 60*24 }, >>>>>>>>> }, >>>>>>>>> >>>>>>>>> }, >>>>>>>>> ); >>>>>>>>> >>>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> -- >>>>>>>> Best regards, Ruslan. >>>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> -- >>>>>>> www.opensourcer.net >>>>>>> >>>>>> >>>>>> >>>>>> >>>>>> -- >>>>>> Best regards, Ruslan. >>>>>> >>>>> >>>>> >>>>> >>>>> -- >>>>> www.opensourcer.net >>>>> >>>> >>>> >>>> >>>> -- >>>> Best regards, Ruslan. >>>> >>> >>> >>> >>> -- >>> www.opensourcer.net >>> >> >> >> >> -- >> www.opensourcer.net >> > > > > -- > Best regards, Ruslan. > -- www.opensourcer.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu May 23 06:27:19 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 23 May 2013 14:27:19 +0400 Subject: [rt-users] need SLA tutorials/guide for first time setup In-Reply-To: References: Message-ID: On Thu, May 23, 2013 at 2:22 PM, Arun ragini wrote: > cool I did that, I have set 2h and 4h for two tickets. > I was assuming that I get notification to respond and with some kind of > alert, do I need to run some tool in the backend or is it like I need to > open the ticket for SLA to take effect ? (one ticket is new and the other > ticket is open status) > > Thanks for again all the help you are providing. > The extension maintains Due date. You can use rt-crontool to notify about tickets close to due or overdue. You can adjust searches to sort by Due date, so tickets that need attention are at the top. > On Thu, May 23, 2013 at 3:40 PM, Ruslan Zakirov wrote: > >> >> >> >> On Thu, May 23, 2013 at 11:40 AM, Arun ragini wrote: >> >>> Hi, >>> >>> Thanks for the help, SLA CF has been created (by running make inidb) >>> with no values do I need to add the following SLA configuation like 4h, 2h >>> and 2d ? . >>> >>> >> Yes. Add the values. >> >> >>> >>> I have the following SLA configuration: >>> >>> >>> %RT::ServiceAgreements = ( >>> Default => '4h', >>> QueueDefault => { >>> 'General' => '4h', >>> 'Clients' => '1d', >>> }, >>> Levels => { >>> '4h' => { >>> Resolve => { RealMinutes => 60*4 }, >>> Response => { RealMinutes => 60*1 }, >>> }, >>> >>> '2h' => { >>> Response => { RealMinutes => 60*2 }, >>> Resolve => { RealMinutes => 60 }, >>> }, >>> '1d' => { >>> Response => { RealMinutes => 60*1 }, >>> Resolve => { RealMinutes => 60*24 }, >>> }, >>> >>> }, >>> ); >>> >>> Thanks in advance >>> Arun >>> >>> >>> On Wed, May 22, 2013 at 6:09 PM, Arun ragini wrote: >>> >>>> Let me try that. Thanks for all the help. >>>> >>>> >>>> On Wed, May 22, 2013 at 5:20 PM, Ruslan Zakirov wrote: >>>> >>>>> It's first time installtion and you have to run 'make initdb' that is >>>>> not executed by CPAN shell you used. At this moment we can not fully >>>>> automate installation via cpan shell. >>>>> >>>>> >>>>> On Wed, May 22, 2013 at 3:39 PM, Arun ragini wrote: >>>>> >>>>>> Hi, >>>>>> >>>>>> I have installed SLA extention using perl -MCPAN -e 'install >>>>>> RT::Extension::SLA;' >>>>>> asked me for RT.pm path I have provided it. >>>>>> And extension got installed I verified SLA version is 0.07 >>>>>> as document mentioned I need to run db upgrade only prior to 0.0.6 (i >>>>>> ignored it) >>>>>> >>>>>> >>>>>> now coming to Tools->Configuration->Custom Fields->Select I don't see >>>>>> custom Fields SLA/or related to it. >>>>>> >>>>>> >>>>>> and I really appreciate for help me >>>>>> >>>>>> Thanks >>>>>> Arun >>>>>> >>>>>> >>>>>> On Wed, May 22, 2013 at 4:58 PM, Ruslan Zakirov < >>>>>> ruz at bestpractical.com> wrote: >>>>>> >>>>>>> If you don't see SLA custom field in RT (go to Tools -> >>>>>>> Configuration -> Custom Fields -> Select) then you didn't follow >>>>>>> installation instructions properly and just has config and code that is not >>>>>>> executed as it's not registered in the DB. >>>>>>> >>>>>>> >>>>>>> On Wed, May 22, 2013 at 3:26 PM, Arun ragini wrote: >>>>>>> >>>>>>>> I don't see SLA while creating tickets and I don't see them after >>>>>>>> creating tickets. >>>>>>>> >>>>>>>> I'm kind of confused I hoping to find some tutorial on how to >>>>>>>> configure SLA for RT >>>>>>>> >>>>>>>> >>>>>>>> On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov < >>>>>>>> ruz at bestpractical.com> wrote: >>>>>>>> >>>>>>>>> You should use more accounts to test. >>>>>>>>> Have you checked logs? >>>>>>>>> Do you see SLA CF on tickets? >>>>>>>>> Do you see SLA CF set on tickets? >>>>>>>>> >>>>>>>>> >>>>>>>>> On Wed, May 22, 2013 at 2:45 PM, Arun ragini >>>>>>>> > wrote: >>>>>>>>> >>>>>>>>>> yes I'm talking about SLA extension, >>>>>>>>>> >>>>>>>>>> I have gone through >>>>>>>>>> https://github.com/bestpractical/rt-extension-sla/blob/master/README >>>>>>>>>> >>>>>>>>>> after I create ticket and and own the ticket I don't get to see >>>>>>>>>> the Due date/time etc. >>>>>>>>>> >>>>>>>>>> My SLA config as follows >>>>>>>>>> >>>>>>>>>> %RT::ServiceAgreements = ( >>>>>>>>>> Default => '4h', >>>>>>>>>> QueueDefault => { >>>>>>>>>> 'General' => '4h', >>>>>>>>>> 'Clients' => '1d', >>>>>>>>>> }, >>>>>>>>>> Levels => { >>>>>>>>>> '4h' => { >>>>>>>>>> Resolve => { RealMinutes => 60*4 }, >>>>>>>>>> Response => { RealMinutes => 60*1 }, >>>>>>>>>> }, >>>>>>>>>> >>>>>>>>>> '2h' => { >>>>>>>>>> Response => { RealMinutes => 60*2 }, >>>>>>>>>> Resolve => { RealMinutes => 60 }, >>>>>>>>>> }, >>>>>>>>>> '1d' => { >>>>>>>>>> Response => { RealMinutes => 60*1 }, >>>>>>>>>> Resolve => { RealMinutes => 60*24 }, >>>>>>>>>> }, >>>>>>>>>> >>>>>>>>>> }, >>>>>>>>>> ); >>>>>>>>>> >>>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> -- >>>>>>>>> Best regards, Ruslan. >>>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> -- >>>>>>>> www.opensourcer.net >>>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> -- >>>>>>> Best regards, Ruslan. >>>>>>> >>>>>> >>>>>> >>>>>> >>>>>> -- >>>>>> www.opensourcer.net >>>>>> >>>>> >>>>> >>>>> >>>>> -- >>>>> Best regards, Ruslan. >>>>> >>>> >>>> >>>> >>>> -- >>>> www.opensourcer.net >>>> >>> >>> >>> >>> -- >>> www.opensourcer.net >>> >> >> >> >> -- >> Best regards, Ruslan. >> > > > > -- > www.opensourcer.net > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu May 23 06:32:49 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 23 May 2013 14:32:49 +0400 Subject: [rt-users] Kanban / agile workflows? In-Reply-To: References: Message-ID: On Thu, May 23, 2013 at 2:17 PM, Chris Herrmann wrote: > Hi guys, > > Just wondering if there are any plugins or ?? That would facilitate > alternative ways of visualising "work to do" like agile or kanban or ?? > > I'm thinking this could be helpful for teams and individual users to > prioritise their work. > No that I know of. The only alternative views I know implemented as plugins are Calendar and Gantt charts. Thanks, > > > Chris Herrmann > Far Edge > +612 84251400 > +614 03393309 > http://www.faredge.com.au > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Thu May 23 09:40:24 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Thu, 23 May 2013 09:40:24 -0400 Subject: [rt-users] Disable Requestor email in reply by default Message-ID: <4DD6AB329450D847913EA76D7F3C6B8312A099A7@valkyrie.ogp.qvii.com> I'm putting an RT system online for our service department. At the present time, the site will be internally accessible only but Internet email correspondence with clients will be permitted. To control confidentiality, it's been requested that the requestor email be disabled by default for all ticket replies (i.e.: remove the checkbox from the Requestor by default). Is there a way to do this? Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Thu May 23 11:05:34 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Thu, 23 May 2013 11:05:34 -0400 Subject: [rt-users] Proper way to backup RT Database Message-ID: <4DD6AB329450D847913EA76D7F3C6B8312A09B03@valkyrie.ogp.qvii.com> I just lost my Service Desk database. I did a test creating a ticket, saw what I wanted, then restored the database previously. It didn't restore. So I dropped all tables, did a restore. RT broke. I checked the tables restored & it only did 45 out of 68. So now I get to rebuild the RT configuration again (not that bad). The command I'm using to backup my RT databases is: mysqldump -u root -p --result-file=G:\BACKUPS\RT-.sql Is this how the database should get backed up? Why did it only back up some tables but not all? I've already got one RT system with a borked database I haven't been able to get help with yet. With the scale of the one I'm going to be launching I CANNOT afford for backups/restores to not work. Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbrandt at bestpractical.com Thu May 23 11:38:19 2013 From: jbrandt at bestpractical.com (Jim Brandt) Date: Thu, 23 May 2013 11:38:19 -0400 Subject: [rt-users] Proper way to backup RT Database In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B8312A09B03@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B8312A09B03@valkyrie.ogp.qvii.com> Message-ID: <519E37EB.7030607@bestpractical.com> On 5/23/13 11:05 AM, Cena, Stephen (ext. 300) wrote: > I just lost my Service Desk database. I did a test creating a ticket, > saw what I wanted, then restored the database previously. It didn't > restore. So I dropped all tables, did a restore. RT broke. I checked the > tables restored & it only did 45 out of 68. > So now I get to rebuild the RT configuration again (not that bad). > The command I'm using to backup my RT databases is: > mysqldump -u root -p --result-file=G:\BACKUPS\RT-.sql > Is this how the database should get backed up? Why did it only back up > some tables but not all? I've already got one RT system with a borked > database I haven't been able to get help with yet. With the scale of the > one I'm going to be launching I CANNOT afford for backups/restores to > not work. There are docs on backups here that might help: http://bestpractical.com/rt/docs/latest/backups.html Those dump just the RT database. Also, maybe show the command you used to restore from the backup? Any errors during the dump or restore? From SJC at qvii.com Thu May 23 12:57:19 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Thu, 23 May 2013 12:57:19 -0400 Subject: [rt-users] Proper way to backup RT Database References: Message-ID: <4DD6AB329450D847913EA76D7F3C6B8312A09C89@valkyrie.ogp.qvii.com> No errors showed up in the command prompt when I ran the back up. I did get the "warning: don't put a password in the file its dangerous" (which I expected). First, I used the GUI to restore (MySQL Workbench). I pointed it to the .SQL file, told it to overwrote 'rt4service' and clicked "Import". It imported the 45 tables that were exported. For the console version, I did: mysql -u root -p rt4service < backup.sql Which also didn't work. I think what happened is it just didn't get all 68 tables. It just did 45. Then, when I dropped all the tables because all my "old" data was still present after there were obviously tables missing. I'm going to take a look at the link provided & then do some more testing. (This might also explain why I had such awful lick with moving from MySQL to MariaDB and back). Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of rt-users-request at lists.bestpractical.com Sent: Thursday, May 23, 2013 12:00 PM To: rt-users at lists.bestpractical.com Subject: rt-users Digest, Vol 110, Issue 33 Send rt-users mailing list submissions to rt-users at lists.bestpractical.com To subscribe or unsubscribe via the World Wide Web, visit http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users or, via email, send a message with subject or body 'help' to rt-users-request at lists.bestpractical.com You can reach the person managing the list at rt-users-owner at lists.bestpractical.com When replying, please edit your Subject line so it is more specific than "Re: Contents of rt-users digest..." Today's Topics: 1. Re: Proper way to backup RT Database (Jim Brandt) ---------------------------------------------------------------------- Message: 1 Date: Thu, 23 May 2013 11:38:19 -0400 From: Jim Brandt To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Proper way to backup RT Database Message-ID: <519E37EB.7030607 at bestpractical.com> Content-Type: text/plain; charset=ISO-8859-1; format=flowed On 5/23/13 11:05 AM, Cena, Stephen (ext. 300) wrote: > I just lost my Service Desk database. I did a test creating a ticket, > saw what I wanted, then restored the database previously. It didn't > restore. So I dropped all tables, did a restore. RT broke. I checked > the tables restored & it only did 45 out of 68. > So now I get to rebuild the RT configuration again (not that bad). > The command I'm using to backup my RT databases is: > mysqldump -u root -p --result-file=G:\BACKUPS\RT-.sql > Is this how the database should get backed up? Why did it only back up > some tables but not all? I've already got one RT system with a borked > database I haven't been able to get help with yet. With the scale of > the one I'm going to be launching I CANNOT afford for backups/restores > to not work. There are docs on backups here that might help: http://bestpractical.com/rt/docs/latest/backups.html Those dump just the RT database. Also, maybe show the command you used to restore from the backup? Any errors during the dump or restore? ------------------------------ -------- rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users End of rt-users Digest, Vol 110, Issue 33 ***************************************** From trs at bestpractical.com Thu May 23 14:07:26 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 23 May 2013 11:07:26 -0700 Subject: [rt-users] Disable Requestor email in reply by default In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B8312A099A7@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B8312A099A7@valkyrie.ogp.qvii.com> Message-ID: <519E5ADE.1070700@bestpractical.com> On 05/23/2013 06:40 AM, Cena, Stephen (ext. 300) wrote: > I'm putting an RT system online for our service department. At the > present time, the site will be internally accessible only but Internet > email correspondence with clients will be permitted. To control > confidentiality, it's been requested that the requestor email be > disabled by default for all ticket replies (i.e.: remove the checkbox > from the Requestor by default). Is there a way to do this? Rather than automatically uncheck the checkbox you're thinking of, modify your global/queue scrips to not send mail to the requestor. From jbuell at countrysampler.com Thu May 23 14:16:33 2013 From: jbuell at countrysampler.com (John Buell) Date: Thu, 23 May 2013 18:16:33 +0000 Subject: [rt-users] Proper way to backup RT Database In-Reply-To: <519E37EB.7030607@bestpractical.com> References: <4DD6AB329450D847913EA76D7F3C6B8312A09B03@valkyrie.ogp.qvii.com> <519E37EB.7030607@bestpractical.com> Message-ID: Does the interpretation of %M vs %m vary from Linux to Linux (or between Linux and other *nixes)? When I first set up my backups I found that following the linked page to the letter I got timestamps with YearMinuteDate instead of YearMonthDate. I do a nightly SQL backup, followed by a backup of everything I've customized for Apache and Postfix, and use `date +%Y%m%d%H%M` to do a date and time stamp on my files. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim Brandt Sent: Thursday, May 23, 2013 10:38 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Proper way to backup RT Database On 5/23/13 11:05 AM, Cena, Stephen (ext. 300) wrote: > I just lost my Service Desk database. I did a test creating a ticket, > saw what I wanted, then restored the database previously. It didn't > restore. So I dropped all tables, did a restore. RT broke. I checked > the tables restored & it only did 45 out of 68. > So now I get to rebuild the RT configuration again (not that bad). > The command I'm using to backup my RT databases is: > mysqldump -u root -p --result-file=G:\BACKUPS\RT-.sql > Is this how the database should get backed up? Why did it only back up > some tables but not all? I've already got one RT system with a borked > database I haven't been able to get help with yet. With the scale of > the one I'm going to be launching I CANNOT afford for backups/restores > to not work. There are docs on backups here that might help: http://bestpractical.com/rt/docs/latest/backups.html Those dump just the RT database. Also, maybe show the command you used to restore from the backup? Any errors during the dump or restore? -- RT Training in Seattle, June 19-20: http://bestpractical.com/training From trs at bestpractical.com Thu May 23 14:44:37 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 23 May 2013 11:44:37 -0700 Subject: [rt-users] Proper way to backup RT Database In-Reply-To: References: <4DD6AB329450D847913EA76D7F3C6B8312A09B03@valkyrie.ogp.qvii.com> <519E37EB.7030607@bestpractical.com> Message-ID: <519E6395.4050506@bestpractical.com> On 05/23/2013 11:16 AM, John Buell wrote: > > Does the interpretation of %M vs %m vary from Linux to Linux (or > between Linux and other *nixes)? > > When I first set up my backups I found that following the linked page > to the letter I got timestamps with YearMinuteDate instead of > YearMonthDate. I do a nightly SQL backup, followed by a backup of > everything I've customized for Apache and Postfix, and use `date > +%Y%m%d%H%M` to do a date and time stamp on my files. No, that's a typo. Thanks, fixed! From SJC at qvii.com Thu May 23 16:12:57 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Thu, 23 May 2013 16:12:57 -0400 Subject: [rt-users] Proper way to backup RT Database (Jim Brandt) References: Message-ID: <4DD6AB329450D847913EA76D7F3C6B8312A09F05@valkyrie.ogp.qvii.com> Fixed the issue. PEBKAC. It helps if you actually back up the RT database & not something else. Looks like I'm set. Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com From gary.m at bitek.com.au Thu May 23 18:45:08 2013 From: gary.m at bitek.com.au (Gary McRae) Date: Fri, 24 May 2013 08:45:08 +1000 Subject: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy Message-ID: <00f301ce5807$2d023da0$8706b8e0$@bitek.com.au> Hi, I am having problems getting AssettTracker to work on a new install of Debian Wheezy. I am not a linux expert so I do not understand the errors. Apt-get install rt4-. operates without any issues and RT runs. Of course mysql and apache2 are installed. Then I "apt-get install rt4-extension-assettracker" and it installs without any errors. Then I put "Set(@Plugins, qw(RTx::AssettTracker));" into RT_SiteConfig.pm. Here is what happens when I restart apache2: root at debianRT:~# service apache2 restart Syntax error on line 36 of /etc/request-tracker4/apache2-modperl2.conf: Can't locate RTx/AssettTracker.pm in @INC (@INC contains: /usr/local/share/request-tracker4/lib /usr/share/request-tracker4/lib /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) at /usr/share/request-tracker4/lib/RT.pm line 681.\n Action 'configtest' failed. The Apache error log may have more information. failed! root at debianRT:~# I can't find "AssettTracker.pm" anywhere on the server. I have not been able to find an answer on google or anywhere else. I can duplicate the problem on a new VM that has nothing but mysql, apache2 and RT installed. Any Help would be gladly appreciated. -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Thu May 23 19:05:00 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 23 May 2013 16:05:00 -0700 Subject: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy In-Reply-To: <00f301ce5807$2d023da0$8706b8e0$@bitek.com.au> References: <00f301ce5807$2d023da0$8706b8e0$@bitek.com.au> Message-ID: <519EA09C.6080705@bestpractical.com> On 05/23/2013 03:45 PM, Gary McRae wrote: > Then I ?apt-get install rt4-extension-assettracker? and it installs > without any errors. > > Then I put ?Set(@Plugins, qw(RTx::AssettTracker));? into RT_SiteConfig.pm. You're spelling it wrong ---------------^^^ RTx::AssetTracker From trs at bestpractical.com Thu May 23 19:45:26 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 23 May 2013 16:45:26 -0700 Subject: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy In-Reply-To: <010901ce580f$3cc329e0$b6497da0$@bitek.com.au> References: <00f301ce5807$2d023da0$8706b8e0$@bitek.com.au> <519EA09C.6080705@bestpractical.com> <010901ce580f$3cc329e0$b6497da0$@bitek.com.au> Message-ID: <519EAA16.9040104@bestpractical.com> On 05/23/2013 04:42 PM, Gary McRae wrote: > Hi, > Thanks for your prompt reply. > I changed the spelling but it made no difference. > Any other ideas would be appreciated. Show logs with the correct spelling. > BTW, when I reply like this should I reply to you personally or to a list? The list. From rtusers-20090205 at billmail.scconsult.com Thu May 23 19:49:35 2013 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Thu, 23 May 2013 19:49:35 -0400 Subject: [rt-users] Problems upgrading from 3.9.3 In-Reply-To: References: <20130423151411.GC14158@jibsheet.com> <1366794677920-53596.post@n7.nabble.com> <1366801571799-53598.post@n7.nabble.com> <517801DD.4080808@bestpractical.com> <1366881764757-53610.post@n7.nabble.com> <1367504461280-53710.post@n7.nabble.com> <1368547054458-53840.post@n7.nabble.com> <5192900C.2010506@bestpractical.com> <1368801467868-53907.post@n7.nabble.com> Message-ID: On 17 May 2013, at 10:45, Ruslan Zakirov wrote: > On Fri, May 17, 2013 at 6:37 PM, saxmad wrote: > >> I'm on Postgres 9.2 on Debian Wheezy. >> >> So is this a Postgres issue or an RT upgrade issue ? >> > > Both. RT uses something that is deleted. Pg deleted something that is > used > by software. More precisely, they removed something from a system catalog -- the spclocation column in the description of tablespaces -- which was statically set at tablespace creation time and could be invalidated silently by an innocent & plausible admin oversight, and replaced the functionality with something else -- the pg_tablespace_location() function -- which provides the same information determined dynamically at runtime. Note that the internal structure of Pg system catalogs is an area where software developers and sysadmins should expect to find change across major releases and this was a well-documented change with public discussion before it was made and during the 9.2 beta period. IOW: A documented change in Pg 9.2 fixed a design error that needed fixing. The OPERATIONALLY focused answer is simpler: You must update the Perl module DBD::Pg to v2.19.3 to get compatibility with PostgreSQL 9.2 and later. From gary.m at bitek.com.au Thu May 23 20:27:50 2013 From: gary.m at bitek.com.au (Gary McRae) Date: Fri, 24 May 2013 10:27:50 +1000 Subject: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy In-Reply-To: <519EA09C.6080705@bestpractical.com> References: <00f301ce5807$2d023da0$8706b8e0$@bitek.com.au> <519EA09C.6080705@bestpractical.com> Message-ID: <010e01ce5815$8629d8d0$927d8a70$@bitek.com.au> I changed the spelling: Here is the config entry "Set(@Plugins, qw(RTx::AssetTracker));" No Luck, here is the response: root at debianRT:~# service apache2 restart Syntax error on line 36 of /etc/request-tracker4/apache2-modperl2.conf: Can't locate RTx/AssetTracker.pm in @INC (@INC contains: /usr/local/share/request-tracker4/lib /usr/share/request-tracker4/lib /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) at /usr/share/request-tracker4/lib/RT.pm line 681.\n Action 'configtest' failed. The Apache error log may have more information. failed! -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Friday, 24 May 2013 9:05 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy On 05/23/2013 03:45 PM, Gary McRae wrote: > Then I ?apt-get install rt4-extension-assettracker? and it installs > without any errors. > > Then I put ?Set(@Plugins, qw(RTx::AssettTracker));? into RT_SiteConfig.pm. You're spelling it wrong ---------------^^^ RTx::AssetTracker -- RT Training in Seattle, June 19-20: http://bestpractical.com/training From jmates at uw.edu Thu May 23 20:37:34 2013 From: jmates at uw.edu (Jeremy Mates =?utf-8?B?KOOCpOODs+OCv+ODvOODjeODg+ODiOmFjeeuoeW3pSk=?=) Date: Fri, 24 May 2013 00:37:34 +0000 Subject: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy In-Reply-To: <010e01ce5815$8629d8d0$927d8a70$@bitek.com.au> References: <00f301ce5807$2d023da0$8706b8e0$@bitek.com.au> <519EA09C.6080705@bestpractical.com> <010e01ce5815$8629d8d0$927d8a70$@bitek.com.au> Message-ID: <20130524003733.GK14363@valen.ee.washington.edu> * Gary McRae > root at debianRT:~# service apache2 restart > Syntax error on line 36 of /etc/request-tracker4/apache2-modperl2.conf: > Can't locate RTx/AssetTracker.pm in @INC (@INC contains: /usr/local/share/request-tracker4/lib /usr/share/request-tracker4/lib /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) at /usr/share/request-tracker4/lib/RT.pm line 681.\n Installing the module would probably improve the situation, e.g. cpan RTx::AssetTracker assuming `cpan` is setup to do the right thing (or via the debian ports system, perhaps). From gary.m at bitek.com.au Thu May 23 22:54:18 2013 From: gary.m at bitek.com.au (Gary McRae) Date: Fri, 24 May 2013 12:54:18 +1000 Subject: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy In-Reply-To: <20130524003733.GK14363@valen.ee.washington.edu> References: <00f301ce5807$2d023da0$8706b8e0$@bitek.com.au> <519EA09C.6080705@bestpractical.com> <010e01ce5815$8629d8d0$927d8a70$@bitek.com.au> <20130524003733.GK14363@valen.ee.washington.edu> Message-ID: <012e01ce5829$fbdfe1a0$f39fa4e0$@bitek.com.au> Thanks Jeremy, I tried "Installing the module would probably improve the situation, e.g. cpan RTx::AssetTracker assuming `cpan` is setup to do the right thing (or via the debian ports system, perhaps)." It did not work. -----Original Message----- From: Jeremy Mates (??????????) [mailto:jmates at uw.edu] Sent: Friday, 24 May 2013 10:38 AM To: Gary McRae Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy * Gary McRae > root at debianRT:~# service apache2 restart Syntax error on line 36 of > /etc/request-tracker4/apache2-modperl2.conf: > Can't locate RTx/AssetTracker.pm in @INC (@INC contains: > /usr/local/share/request-tracker4/lib /usr/share/request-tracker4/lib > /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 > /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 > /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) at > /usr/share/request-tracker4/lib/RT.pm line 681.\n Installing the module would probably improve the situation, e.g. cpan RTx::AssetTracker assuming `cpan` is setup to do the right thing (or via the debian ports system, perhaps). From vadud3 at gmail.com Fri May 24 01:34:22 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 24 May 2013 01:34:22 -0400 Subject: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy In-Reply-To: <010e01ce5815$8629d8d0$927d8a70$@bitek.com.au> References: <00f301ce5807$2d023da0$8706b8e0$@bitek.com.au> <519EA09C.6080705@bestpractical.com> <010e01ce5815$8629d8d0$927d8a70$@bitek.com.au> Message-ID: On Thu, May 23, 2013 at 8:27 PM, Gary McRae wrote: > I changed the spelling: > Here is the config entry "Set(@Plugins, qw(RTx::AssetTracker));" > > No Luck, here is the response: > root at debianRT:~# service apache2 restart > Syntax error on line 36 of /etc/request-tracker4/apache2-modperl2.conf: > Can't locate RTx/AssetTracker.pm in @INC (@INC contains: > /usr/local/share/request-tracker4/lib /usr/share/request-tracker4/lib > /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 > /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 > /usr/local/lib/site_perl . /etc/apache2) at > /usr/share/request-tracker4/lib/RT.pm line 681.\n > Action 'configtest' failed. > The Apache error log may have more information. > failed! > > what do you get with this? find / -type f -name 'AssetTracker.pm' > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley > Sent: Friday, 24 May 2013 9:05 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy > > On 05/23/2013 03:45 PM, Gary McRae wrote: > > Then I ?apt-get install rt4-extension-assettracker? and it installs > > without any errors. > > > > Then I put ?Set(@Plugins, qw(RTx::AssettTracker));? into > RT_SiteConfig.pm. > > You're spelling it wrong ---------------^^^ > > RTx::AssetTracker > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- 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 gary.m at bitek.com.au Fri May 24 01:36:20 2013 From: gary.m at bitek.com.au (Gary McRae) Date: Fri, 24 May 2013 15:36:20 +1000 Subject: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy In-Reply-To: References: <00f301ce5807$2d023da0$8706b8e0$@bitek.com.au> <519EA09C.6080705@bestpractical.com> <010e01ce5815$8629d8d0$927d8a70$@bitek.com.au> Message-ID: <014201ce5840$9e96d780$dbc48680$@bitek.com.au> Thanks for suggestion, root at debianRT:~# find / -type f -name 'AssetTracker.pm' /tmp/rt-extension-assettracker-master/lib/RTx/AssetTracker.pm root at debianRT:~# From: Asif Iqbal [mailto:vadud3 at gmail.com] Sent: Friday, 24 May 2013 3:34 PM To: gary.m at bitek.com.au Cc: rt-users Users Subject: Re: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy On Thu, May 23, 2013 at 8:27 PM, Gary McRae wrote: I changed the spelling: Here is the config entry "Set(@Plugins, qw(RTx::AssetTracker));" No Luck, here is the response: root at debianRT:~# service apache2 restart Syntax error on line 36 of /etc/request-tracker4/apache2-modperl2.conf: Can't locate RTx/AssetTracker.pm in @INC (@INC contains: /usr/local/share/request-tracker4/lib /usr/share/request-tracker4/lib /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) at /usr/share/request-tracker4/lib/RT.pm line 681.\n Action 'configtest' failed. The Apache error log may have more information. failed! what do you get with this? find / -type f -name 'AssetTracker.pm' -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Friday, 24 May 2013 9:05 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy On 05/23/2013 03:45 PM, Gary McRae wrote: > Then I "apt-get install rt4-extension-assettracker" and it installs > without any errors. > > Then I put "Set(@Plugins, qw(RTx::AssettTracker));" into RT_SiteConfig.pm. You're spelling it wrong ---------------^^^ RTx::AssetTracker -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- 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 gary.m at bitek.com.au Fri May 24 01:50:27 2013 From: gary.m at bitek.com.au (Gary McRae) Date: Fri, 24 May 2013 15:50:27 +1000 Subject: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy In-Reply-To: <014201ce5840$9e96d780$dbc48680$@bitek.com.au> References: <00f301ce5807$2d023da0$8706b8e0$@bitek.com.au> <519EA09C.6080705@bestpractical.com> <010e01ce5815$8629d8d0$927d8a70$@bitek.com.au> <014201ce5840$9e96d780$dbc48680$@bitek.com.au> Message-ID: <015501ce5842$97b217c0$c7164740$@bitek.com.au> The file appears here /tmp/rt-extension-assettracker-master/lib/RTx/AssetTracker.pm I had downloaded and unpacked master.zip but I did not know what to do with it after that. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gary McRae Sent: Friday, 24 May 2013 3:36 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy Thanks for suggestion, root at debianRT:~# find / -type f -name 'AssetTracker.pm' /tmp/rt-extension-assettracker-master/lib/RTx/AssetTracker.pm root at debianRT:~# From: Asif Iqbal [mailto:vadud3 at gmail.com] Sent: Friday, 24 May 2013 3:34 PM To: gary.m at bitek.com.au Cc: rt-users Users Subject: Re: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy On Thu, May 23, 2013 at 8:27 PM, Gary McRae wrote: I changed the spelling: Here is the config entry "Set(@Plugins, qw(RTx::AssetTracker));" No Luck, here is the response: root at debianRT:~# service apache2 restart Syntax error on line 36 of /etc/request-tracker4/apache2-modperl2.conf: Can't locate RTx/AssetTracker.pm in @INC (@INC contains: /usr/local/share/request-tracker4/lib /usr/share/request-tracker4/lib /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) at /usr/share/request-tracker4/lib/RT.pm line 681.\n Action 'configtest' failed. The Apache error log may have more information. failed! what do you get with this? find / -type f -name 'AssetTracker.pm' -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Friday, 24 May 2013 9:05 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy On 05/23/2013 03:45 PM, Gary McRae wrote: > Then I "apt-get install rt4-extension-assettracker" and it installs > without any errors. > > Then I put "Set(@Plugins, qw(RTx::AssettTracker));" into RT_SiteConfig.pm. You're spelling it wrong ---------------^^^ RTx::AssetTracker -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- 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 arunragini at gmail.com Fri May 24 02:16:41 2013 From: arunragini at gmail.com (Arun ragini) Date: Fri, 24 May 2013 11:46:41 +0530 Subject: [rt-users] need SLA tutorials/guide for first time setup In-Reply-To: References: Message-ID: Thanks you excellent support. I have one last question can you provide rt-crontool examples if you have one. Thanks again for your excellent support. Thanks in advance Arun On Thu, May 23, 2013 at 3:57 PM, Ruslan Zakirov wrote: > > > > On Thu, May 23, 2013 at 2:22 PM, Arun ragini wrote: > >> cool I did that, I have set 2h and 4h for two tickets. >> I was assuming that I get notification to respond and with some kind of >> alert, do I need to run some tool in the backend or is it like I need to >> open the ticket for SLA to take effect ? (one ticket is new and the other >> ticket is open status) >> >> Thanks for again all the help you are providing. >> > > The extension maintains Due date. You can use rt-crontool to notify about > tickets close to due or overdue. You can adjust searches to sort by Due > date, so tickets that need attention are at the top. > > >> On Thu, May 23, 2013 at 3:40 PM, Ruslan Zakirov wrote: >> >>> >>> >>> >>> On Thu, May 23, 2013 at 11:40 AM, Arun ragini wrote: >>> >>>> Hi, >>>> >>>> Thanks for the help, SLA CF has been created (by running make inidb) >>>> with no values do I need to add the following SLA configuation like 4h, 2h >>>> and 2d ? . >>>> >>>> >>> Yes. Add the values. >>> >>> >>>> >>>> I have the following SLA configuration: >>>> >>>> >>>> %RT::ServiceAgreements = ( >>>> Default => '4h', >>>> QueueDefault => { >>>> 'General' => '4h', >>>> 'Clients' => '1d', >>>> }, >>>> Levels => { >>>> '4h' => { >>>> Resolve => { RealMinutes => 60*4 }, >>>> Response => { RealMinutes => 60*1 }, >>>> }, >>>> >>>> '2h' => { >>>> Response => { RealMinutes => 60*2 }, >>>> Resolve => { RealMinutes => 60 }, >>>> }, >>>> '1d' => { >>>> Response => { RealMinutes => 60*1 }, >>>> Resolve => { RealMinutes => 60*24 }, >>>> }, >>>> >>>> }, >>>> ); >>>> >>>> Thanks in advance >>>> Arun >>>> >>>> >>>> On Wed, May 22, 2013 at 6:09 PM, Arun ragini wrote: >>>> >>>>> Let me try that. Thanks for all the help. >>>>> >>>>> >>>>> On Wed, May 22, 2013 at 5:20 PM, Ruslan Zakirov >>>> > wrote: >>>>> >>>>>> It's first time installtion and you have to run 'make initdb' that is >>>>>> not executed by CPAN shell you used. At this moment we can not fully >>>>>> automate installation via cpan shell. >>>>>> >>>>>> >>>>>> On Wed, May 22, 2013 at 3:39 PM, Arun ragini wrote: >>>>>> >>>>>>> Hi, >>>>>>> >>>>>>> I have installed SLA extention using perl -MCPAN -e 'install >>>>>>> RT::Extension::SLA;' >>>>>>> asked me for RT.pm path I have provided it. >>>>>>> And extension got installed I verified SLA version is 0.07 >>>>>>> as document mentioned I need to run db upgrade only prior to 0.0.6 >>>>>>> (i ignored it) >>>>>>> >>>>>>> >>>>>>> now coming to Tools->Configuration->Custom Fields->Select I don't >>>>>>> see custom Fields SLA/or related to it. >>>>>>> >>>>>>> >>>>>>> and I really appreciate for help me >>>>>>> >>>>>>> Thanks >>>>>>> Arun >>>>>>> >>>>>>> >>>>>>> On Wed, May 22, 2013 at 4:58 PM, Ruslan Zakirov < >>>>>>> ruz at bestpractical.com> wrote: >>>>>>> >>>>>>>> If you don't see SLA custom field in RT (go to Tools -> >>>>>>>> Configuration -> Custom Fields -> Select) then you didn't follow >>>>>>>> installation instructions properly and just has config and code that is not >>>>>>>> executed as it's not registered in the DB. >>>>>>>> >>>>>>>> >>>>>>>> On Wed, May 22, 2013 at 3:26 PM, Arun ragini wrote: >>>>>>>> >>>>>>>>> I don't see SLA while creating tickets and I don't see them after >>>>>>>>> creating tickets. >>>>>>>>> >>>>>>>>> I'm kind of confused I hoping to find some tutorial on how to >>>>>>>>> configure SLA for RT >>>>>>>>> >>>>>>>>> >>>>>>>>> On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov < >>>>>>>>> ruz at bestpractical.com> wrote: >>>>>>>>> >>>>>>>>>> You should use more accounts to test. >>>>>>>>>> Have you checked logs? >>>>>>>>>> Do you see SLA CF on tickets? >>>>>>>>>> Do you see SLA CF set on tickets? >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> On Wed, May 22, 2013 at 2:45 PM, Arun ragini < >>>>>>>>>> arunragini at gmail.com> wrote: >>>>>>>>>> >>>>>>>>>>> yes I'm talking about SLA extension, >>>>>>>>>>> >>>>>>>>>>> I have gone through >>>>>>>>>>> https://github.com/bestpractical/rt-extension-sla/blob/master/README >>>>>>>>>>> >>>>>>>>>>> after I create ticket and and own the ticket I don't get to see >>>>>>>>>>> the Due date/time etc. >>>>>>>>>>> >>>>>>>>>>> My SLA config as follows >>>>>>>>>>> >>>>>>>>>>> %RT::ServiceAgreements = ( >>>>>>>>>>> Default => '4h', >>>>>>>>>>> QueueDefault => { >>>>>>>>>>> 'General' => '4h', >>>>>>>>>>> 'Clients' => '1d', >>>>>>>>>>> }, >>>>>>>>>>> Levels => { >>>>>>>>>>> '4h' => { >>>>>>>>>>> Resolve => { RealMinutes => 60*4 }, >>>>>>>>>>> Response => { RealMinutes => 60*1 }, >>>>>>>>>>> }, >>>>>>>>>>> >>>>>>>>>>> '2h' => { >>>>>>>>>>> Response => { RealMinutes => 60*2 }, >>>>>>>>>>> Resolve => { RealMinutes => 60 }, >>>>>>>>>>> }, >>>>>>>>>>> '1d' => { >>>>>>>>>>> Response => { RealMinutes => 60*1 }, >>>>>>>>>>> Resolve => { RealMinutes => 60*24 }, >>>>>>>>>>> }, >>>>>>>>>>> >>>>>>>>>>> }, >>>>>>>>>>> ); >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> -- >>>>>>>>>> Best regards, Ruslan. >>>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> -- >>>>>>>>> www.opensourcer.net >>>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> -- >>>>>>>> Best regards, Ruslan. >>>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> -- >>>>>>> www.opensourcer.net >>>>>>> >>>>>> >>>>>> >>>>>> >>>>>> -- >>>>>> Best regards, Ruslan. >>>>>> >>>>> >>>>> >>>>> >>>>> -- >>>>> www.opensourcer.net >>>>> >>>> >>>> >>>> >>>> -- >>>> www.opensourcer.net >>>> >>> >>> >>> >>> -- >>> Best regards, Ruslan. >>> >> >> >> >> -- >> www.opensourcer.net >> > > > > -- > Best regards, Ruslan. > -- www.opensourcer.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri May 24 05:42:44 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 24 May 2013 13:42:44 +0400 Subject: [rt-users] need SLA tutorials/guide for first time setup In-Reply-To: References: Message-ID: On Fri, May 24, 2013 at 10:16 AM, Arun ragini wrote: > Thanks you excellent support. > I have one last question can you provide rt-crontool examples if you have > one. > > No, I don't have one, but the tool is well documented. If you have troubles start a new thread on the list. > Thanks again for your excellent support. > > Thanks in advance > Arun > > > > > On Thu, May 23, 2013 at 3:57 PM, Ruslan Zakirov wrote: > >> >> >> >> On Thu, May 23, 2013 at 2:22 PM, Arun ragini wrote: >> >>> cool I did that, I have set 2h and 4h for two tickets. >>> I was assuming that I get notification to respond and with some kind of >>> alert, do I need to run some tool in the backend or is it like I need to >>> open the ticket for SLA to take effect ? (one ticket is new and the other >>> ticket is open status) >>> >>> Thanks for again all the help you are providing. >>> >> >> The extension maintains Due date. You can use rt-crontool to notify about >> tickets close to due or overdue. You can adjust searches to sort by Due >> date, so tickets that need attention are at the top. >> >> >>> On Thu, May 23, 2013 at 3:40 PM, Ruslan Zakirov wrote: >>> >>>> >>>> >>>> >>>> On Thu, May 23, 2013 at 11:40 AM, Arun ragini wrote: >>>> >>>>> Hi, >>>>> >>>>> Thanks for the help, SLA CF has been created (by running make inidb) >>>>> with no values do I need to add the following SLA configuation like 4h, 2h >>>>> and 2d ? . >>>>> >>>>> >>>> Yes. Add the values. >>>> >>>> >>>>> >>>>> I have the following SLA configuration: >>>>> >>>>> >>>>> %RT::ServiceAgreements = ( >>>>> Default => '4h', >>>>> QueueDefault => { >>>>> 'General' => '4h', >>>>> 'Clients' => '1d', >>>>> }, >>>>> Levels => { >>>>> '4h' => { >>>>> Resolve => { RealMinutes => 60*4 }, >>>>> Response => { RealMinutes => 60*1 }, >>>>> }, >>>>> >>>>> '2h' => { >>>>> Response => { RealMinutes => 60*2 }, >>>>> Resolve => { RealMinutes => 60 }, >>>>> }, >>>>> '1d' => { >>>>> Response => { RealMinutes => 60*1 }, >>>>> Resolve => { RealMinutes => 60*24 }, >>>>> }, >>>>> >>>>> }, >>>>> ); >>>>> >>>>> Thanks in advance >>>>> Arun >>>>> >>>>> >>>>> On Wed, May 22, 2013 at 6:09 PM, Arun ragini wrote: >>>>> >>>>>> Let me try that. Thanks for all the help. >>>>>> >>>>>> >>>>>> On Wed, May 22, 2013 at 5:20 PM, Ruslan Zakirov < >>>>>> ruz at bestpractical.com> wrote: >>>>>> >>>>>>> It's first time installtion and you have to run 'make initdb' that >>>>>>> is not executed by CPAN shell you used. At this moment we can not fully >>>>>>> automate installation via cpan shell. >>>>>>> >>>>>>> >>>>>>> On Wed, May 22, 2013 at 3:39 PM, Arun ragini wrote: >>>>>>> >>>>>>>> Hi, >>>>>>>> >>>>>>>> I have installed SLA extention using perl -MCPAN -e 'install >>>>>>>> RT::Extension::SLA;' >>>>>>>> asked me for RT.pm path I have provided it. >>>>>>>> And extension got installed I verified SLA version is 0.07 >>>>>>>> as document mentioned I need to run db upgrade only prior to 0.0.6 >>>>>>>> (i ignored it) >>>>>>>> >>>>>>>> >>>>>>>> now coming to Tools->Configuration->Custom Fields->Select I don't >>>>>>>> see custom Fields SLA/or related to it. >>>>>>>> >>>>>>>> >>>>>>>> and I really appreciate for help me >>>>>>>> >>>>>>>> Thanks >>>>>>>> Arun >>>>>>>> >>>>>>>> >>>>>>>> On Wed, May 22, 2013 at 4:58 PM, Ruslan Zakirov < >>>>>>>> ruz at bestpractical.com> wrote: >>>>>>>> >>>>>>>>> If you don't see SLA custom field in RT (go to Tools -> >>>>>>>>> Configuration -> Custom Fields -> Select) then you didn't follow >>>>>>>>> installation instructions properly and just has config and code that is not >>>>>>>>> executed as it's not registered in the DB. >>>>>>>>> >>>>>>>>> >>>>>>>>> On Wed, May 22, 2013 at 3:26 PM, Arun ragini >>>>>>>> > wrote: >>>>>>>>> >>>>>>>>>> I don't see SLA while creating tickets and I don't see them after >>>>>>>>>> creating tickets. >>>>>>>>>> >>>>>>>>>> I'm kind of confused I hoping to find some tutorial on how to >>>>>>>>>> configure SLA for RT >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov < >>>>>>>>>> ruz at bestpractical.com> wrote: >>>>>>>>>> >>>>>>>>>>> You should use more accounts to test. >>>>>>>>>>> Have you checked logs? >>>>>>>>>>> Do you see SLA CF on tickets? >>>>>>>>>>> Do you see SLA CF set on tickets? >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>> On Wed, May 22, 2013 at 2:45 PM, Arun ragini < >>>>>>>>>>> arunragini at gmail.com> wrote: >>>>>>>>>>> >>>>>>>>>>>> yes I'm talking about SLA extension, >>>>>>>>>>>> >>>>>>>>>>>> I have gone through >>>>>>>>>>>> https://github.com/bestpractical/rt-extension-sla/blob/master/README >>>>>>>>>>>> >>>>>>>>>>>> after I create ticket and and own the ticket I don't get to see >>>>>>>>>>>> the Due date/time etc. >>>>>>>>>>>> >>>>>>>>>>>> My SLA config as follows >>>>>>>>>>>> >>>>>>>>>>>> %RT::ServiceAgreements = ( >>>>>>>>>>>> Default => '4h', >>>>>>>>>>>> QueueDefault => { >>>>>>>>>>>> 'General' => '4h', >>>>>>>>>>>> 'Clients' => '1d', >>>>>>>>>>>> }, >>>>>>>>>>>> Levels => { >>>>>>>>>>>> '4h' => { >>>>>>>>>>>> Resolve => { RealMinutes => 60*4 }, >>>>>>>>>>>> Response => { RealMinutes => 60*1 }, >>>>>>>>>>>> }, >>>>>>>>>>>> >>>>>>>>>>>> '2h' => { >>>>>>>>>>>> Response => { RealMinutes => 60*2 }, >>>>>>>>>>>> Resolve => { RealMinutes => 60 }, >>>>>>>>>>>> }, >>>>>>>>>>>> '1d' => { >>>>>>>>>>>> Response => { RealMinutes => 60*1 }, >>>>>>>>>>>> Resolve => { RealMinutes => 60*24 }, >>>>>>>>>>>> }, >>>>>>>>>>>> >>>>>>>>>>>> }, >>>>>>>>>>>> ); >>>>>>>>>>>> >>>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>> -- >>>>>>>>>>> Best regards, Ruslan. >>>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> -- >>>>>>>>>> www.opensourcer.net >>>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> -- >>>>>>>>> Best regards, Ruslan. >>>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> -- >>>>>>>> www.opensourcer.net >>>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> -- >>>>>>> Best regards, Ruslan. >>>>>>> >>>>>> >>>>>> >>>>>> >>>>>> -- >>>>>> www.opensourcer.net >>>>>> >>>>> >>>>> >>>>> >>>>> -- >>>>> www.opensourcer.net >>>>> >>>> >>>> >>>> >>>> -- >>>> Best regards, Ruslan. >>>> >>> >>> >>> >>> -- >>> www.opensourcer.net >>> >> >> >> >> -- >> Best regards, Ruslan. >> > > > > -- > www.opensourcer.net > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From arunragini at gmail.com Fri May 24 08:01:15 2013 From: arunragini at gmail.com (Arun ragini) Date: Fri, 24 May 2013 17:31:15 +0530 Subject: [rt-users] SLA rt-crontool Message-ID: Hi, Please can anyone provide me examples of SLA based rt-crontool to update due date/time Thanks for the help Arun -- www.opensourcer.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Fri May 24 09:10:29 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 24 May 2013 09:10:29 -0400 Subject: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy In-Reply-To: <015501ce5842$97b217c0$c7164740$@bitek.com.au> References: <00f301ce5807$2d023da0$8706b8e0$@bitek.com.au> <519EA09C.6080705@bestpractical.com> <010e01ce5815$8629d8d0$927d8a70$@bitek.com.au> <014201ce5840$9e96d780$dbc48680$@bitek.com.au> <015501ce5842$97b217c0$c7164740$@bitek.com.au> Message-ID: On Fri, May 24, 2013 at 1:50 AM, Gary McRae wrote: > The file appears here > /tmp/rt-extension-assettracker-master/lib/RTx/AssetTracker.pm**** > > I had downloaded and unpacked master.zip but I did not know what to do > with it after that.**** > > ** > Yep, does not look like install went fine. try to run ``sudo apt-get install rt4-extension-assettracker'' OR like and post the output ** > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Gary McRae > *Sent:* Friday, 24 May 2013 3:36 PM > > *To:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] Installing RT4 with AssetTracker on Debian > Wheezy**** > > ** ** > > Thanks for suggestion,**** > > ** ** > > root at debianRT:~# find / -type f -name 'AssetTracker.pm'**** > > /tmp/rt-extension-assettracker-master/lib/RTx/AssetTracker.pm**** > > root at debianRT:~#**** > > ** ** > > *From:* Asif Iqbal [mailto:vadud3 at gmail.com ] > *Sent:* Friday, 24 May 2013 3:34 PM > *To:* gary.m at bitek.com.au > *Cc:* rt-users Users > *Subject:* Re: [rt-users] Installing RT4 with AssetTracker on Debian > Wheezy**** > > ** ** > > ** ** > > ** ** > > On Thu, May 23, 2013 at 8:27 PM, Gary McRae wrote:** > ** > > I changed the spelling: > Here is the config entry "Set(@Plugins, qw(RTx::AssetTracker));" > > No Luck, here is the response:**** > > root at debianRT:~# service apache2 restart > Syntax error on line 36 of /etc/request-tracker4/apache2-modperl2.conf:*** > * > > Can't locate RTx/AssetTracker.pm in @INC (@INC contains: > /usr/local/share/request-tracker4/lib /usr/share/request-tracker4/lib > /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 > /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 > /usr/local/lib/site_perl . /etc/apache2) at > /usr/share/request-tracker4/lib/RT.pm line 681.\n**** > > Action 'configtest' failed. > The Apache error log may have more information. > failed!**** > > ** ** > > what do you get with this?**** > > ** ** > > find / -type f -name 'AssetTracker.pm'**** > > ** ** > > **** > > ** ** > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley > Sent: Friday, 24 May 2013 9:05 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy > > On 05/23/2013 03:45 PM, Gary McRae wrote: > > Then I ?apt-get install rt4-extension-assettracker? and it installs > > without any errors. > > > > Then I put ?Set(@Plugins, qw(RTx::AssettTracker));? into > RT_SiteConfig.pm. > > You're spelling it wrong ---------------^^^ > > RTx::AssetTracker > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training**** > > > > **** > > ** ** > > -- > 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?**** > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- 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 ruz at bestpractical.com Fri May 24 10:11:54 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 24 May 2013 18:11:54 +0400 Subject: [rt-users] SLA rt-crontool In-Reply-To: References: Message-ID: On Fri, May 24, 2013 at 4:01 PM, Arun ragini wrote: > Hi, > Please can anyone provide me examples of SLA based rt-crontool to update > due date/time > rt-crontool doesn't set or update Due date with SLA extension in use. You can use the tool to send out notifications when tickets are overdue or something like that. Read documentation for the tool and try it first. You should do some leg work :) > Thanks for the help > Arun > > -- > www.opensourcer.net > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From diaulas.castro at intersolution.inf.br Fri May 24 12:35:25 2013 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Fri, 24 May 2013 16:35:25 +0000 Subject: [rt-users] RES: Proper way to backup RT Database (Jim Brandt) In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B8312A09F05@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B8312A09F05@valkyrie.ogp.qvii.com> Message-ID: <3B9178D874F56F47B616AB50C01F7B7791A67329@GRXPRD8011MB606.lamprd80.prod.outlook.com> Btw, Few months ago i noticed a strange behaviour, I ran mysqldump and sometimes he didn't dump all and don't show any error message, so I made a script that use mysqldump and after that look at last line for "-- Dump completed on" because when that problem occur I just don't get any error and .sql file looks incomplete. -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Cena, Stephen (ext. 300) Enviada em: quinta-feira, 23 de maio de 2013 17:13 Para: rt-users at lists.bestpractical.com Assunto: Re: [rt-users] Proper way to backup RT Database (Jim Brandt) Fixed the issue. PEBKAC. It helps if you actually back up the RT database & not something else. Looks like I'm set. Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -- RT Training in Seattle, June 19-20: http://bestpractical.com/training From SJC at qvii.com Fri May 24 16:54:22 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Fri, 24 May 2013 16:54:22 -0400 Subject: [rt-users] MSMTP doesn't run Message-ID: <4DD6AB329450D847913EA76D7F3C6B8312A2B5E2@valkyrie.ogp.qvii.com> I've tried switching from Postfix to MSMTP with this wiki entry: http://requesttracker.wikia.com/wiki/Msmtp but it doesn't look like msmtp-wrapper is even getting called. I've tried added -v to both lines & nothing is working. I'm pretty sure my accounts are correct in msmtp_wrapper.conf as my fetchmail script picks up email correspondence ok. What could I be doing wrong? Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Fri May 24 17:16:42 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 24 May 2013 17:16:42 -0400 Subject: [rt-users] MSMTP doesn't run In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B8312A2B5E2@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B8312A2B5E2@valkyrie.ogp.qvii.com> Message-ID: On Fri, May 24, 2013 at 4:54 PM, Cena, Stephen (ext. 300) wrote: > ** > I've tried switching from Postfix to MSMTP with this wiki entry: > > http://requesttracker.wikia.com/wiki/Msmtp > > but it doesn't look like msmtp-wrapper is even getting called. I've tried > added -v to both lines & nothing is working. I'm pretty sure my accounts > are correct in msmtp_wrapper.conf as my fetchmail script picks up email > correspondence ok. > > What could I be doing wrong? > > You probably want to share the config and log > Stephen Cena > QVII > MIS/IT Dept > 850 Hudson Ave. > Rochester, NY. 14620 > 585-544-0450 x300 > sjc at qvii.com > "Thank you for helping us help you help us all." > --For email related issues, please contact postmaster at qvii.com > > > > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- 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 david.neudorfer at lbox.com Fri May 24 17:33:18 2013 From: david.neudorfer at lbox.com (davidneudorfer) Date: Fri, 24 May 2013 14:33:18 -0700 (PDT) Subject: [rt-users] Active Directory and RT Message-ID: <1369431198446-54021.post@n7.nabble.com> I'm having the hardest time binding RT to Active Directory. We've overcome some initial hurdles but we're stuck at this last part. I was hoping someone could help me diagnose this error. The initial user binds fine and my user is found but then it fails when it tries to authenticate. Thanks for the help. [Fri May 24 21:31:20 2013] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:186) [Fri May 24 21:31:20 2013] [debug]: Calling UserExists with $username (david.neudorfer) and $service (My_LDAP) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:227) [Fri May 24 21:31:20 2013] [debug]: UserExists params: username: david.neudorfer , service: My_LDAP (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:439) [Fri May 24 21:31:20 2013] [debug]: LDAP Search === Base: ou=lb,DC=office,DC=lbox,DC=com == Filter: (&(objectClass=*)(sAMAccountName=david.neudorfer)) == Attrs: l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469) [Fri May 24 21:31:20 2013] [debug]: Password validation required for service - Executing... (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:277) [Fri May 24 21:31:20 2013] [debug]: Trying external auth service: My_LDAP (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:153) [Fri May 24 21:31:20 2013] [debug]: LDAP Search === Base: ou=lb,DC=office,DC=lbox,DC=com == Filter: (&(sAMAccountName=david.neudorfer)(objectClass=*)) == Attrs: dn (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:186) [Fri May 24 21:31:20 2013] [debug]: Found LDAP DN: CN=David Neudorfer,OU=lb,DC=office,DC=lbox,DC=com (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:220) [Fri May 24 21:31:20 2013] [debug]: LDAP Search === Base: ou=lb,DC=office,DC=lbox,DC=com == Scope: base == Filter: (member=CN=David Neudorfer,OU=lb,DC=office,DC=lbox,DC=com) == Attrs: dn (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:256) [Fri May 24 21:31:20 2013] [debug]: LDAP group membership check returned 0 results (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:285) [Fri May 24 21:31:20 2013] [info]: My_LDAP AUTH FAILED: david.neudorfer (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:289) [Fri May 24 21:31:20 2013] [debug]: LDAP password validation result: 0 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:456) [Fri May 24 21:31:20 2013] [debug]: Password Validation Check Result: 0 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:281) [Fri May 24 21:31:20 2013] [debug]: Autohandler called ExternalAuth. Response: (0, Password Invalid) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:16) [Fri May 24 21:31:20 2013] [error]: FAILED LOGIN for david.neudorfer from 10.0.4.59 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:753) -- View this message in context: http://requesttracker.8502.n7.nabble.com/Active-Directory-and-RT-tp54021.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ges at wingfoot.org Fri May 24 17:38:06 2013 From: ges at wingfoot.org (Glenn Sieb) Date: Fri, 24 May 2013 17:38:06 -0400 Subject: [rt-users] Active Directory and RT In-Reply-To: <1369431198446-54021.post@n7.nabble.com> References: <1369431198446-54021.post@n7.nabble.com> Message-ID: <519FDDBE.5010006@wingfoot.org> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 5/24/13 5:33 PM, davidneudorfer wrote: > I'm having the hardest time binding RT to Active Directory. We've > overcome some initial hurdles but we're stuck at this last part. I > was hoping someone could help me diagnose this error. The initial > user binds fine and my user is found but then it fails when it > tries to authenticate. Thanks for the help. Can we see the relevant portion of RT_SiteConfig.pm? Best, - --Glenn -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (Darwin) Comment: Using GnuPG with Thunderbird - http://www.enigmail.net/ iEYEARECAAYFAlGf3b0ACgkQf5MxTDXTimE6RgCfdEeya5ivPtorM3d8Jjx6OOQU eKMAnA9vRq5fFoKaPXAKmtdemQFVpySR =89fj -----END PGP SIGNATURE----- From david.neudorfer at lbox.com Fri May 24 17:40:56 2013 From: david.neudorfer at lbox.com (davidneudorfer) Date: Fri, 24 May 2013 14:40:56 -0700 (PDT) Subject: [rt-users] Active Directory and RT In-Reply-To: <519FDDBE.5010006@wingfoot.org> References: <1369431198446-54021.post@n7.nabble.com> <519FDDBE.5010006@wingfoot.org> Message-ID: <1369431656936-54023.post@n7.nabble.com> Here it is. Thanks Glenn. Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'ad.office.lbox.com', 'user' => 'cn=thisisauser,cn=Users,DC=office,DC=lbox,DC=com', 'pass' => 'redacted', 'base' => 'DC=office,DC=lbox,DC=com', 'filter' => '(objectClass=*)', 'd_filter' => '(objectClass=FooBar)', 'group' => 'ou=Lunchbox,DC=office,DC=lbox,DC=com', 'group_attr' => 'member', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ port => 389, version => 3, debug => 0 ], 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName', ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' }, }} ); -- View this message in context: http://requesttracker.8502.n7.nabble.com/Active-Directory-and-RT-tp54021p54023.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ges at wingfoot.org Fri May 24 17:51:18 2013 From: ges at wingfoot.org (Glenn Sieb) Date: Fri, 24 May 2013 17:51:18 -0400 Subject: [rt-users] Active Directory and RT In-Reply-To: <1369431656936-54023.post@n7.nabble.com> References: <1369431198446-54021.post@n7.nabble.com> <519FDDBE.5010006@wingfoot.org> <1369431656936-54023.post@n7.nabble.com> Message-ID: <519FE0D6.6080607@wingfoot.org> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Try changing some of these settings... Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'ad.office.lbox.com', 'port' => '389', 'user' => 'cn=thisisauser,cn=Users,DC=office,DC=lbox,DC=com', 'pass' => 'redacted', 'base' => 'DC=office,DC=lbox,DC=com', 'filter' => '(objectClass=*)', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', 'group' => 'ou=Lunchbox,DC=office,DC=lbox,DC=com', # 'group_attr' => 'member', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], (the rest as you had them...) Summary--put port in your my_LDAP section, change d_filter, keep net_ldap_args simple, and then I would remove group_attr for now. Once you've determined the connection is working, then get fancy. :-) Best, - --Glenn -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (Darwin) Comment: Using GnuPG with Thunderbird - http://www.enigmail.net/ iEYEARECAAYFAlGf4NYACgkQf5MxTDXTimGdfQCgtQ60HrwPEDishu3Lb/398mfc RocAn0dbflykdBZOeqmdLZcZ40U17vuj =pFSK -----END PGP SIGNATURE----- From trs at bestpractical.com Fri May 24 17:57:36 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 24 May 2013 14:57:36 -0700 Subject: [rt-users] Active Directory and RT In-Reply-To: <1369431656936-54023.post@n7.nabble.com> References: <1369431198446-54021.post@n7.nabble.com> <519FDDBE.5010006@wingfoot.org> <1369431656936-54023.post@n7.nabble.com> Message-ID: <519FE250.9080606@bestpractical.com> On 05/24/2013 02:40 PM, davidneudorfer wrote: > 'attr_match_list' => [ > 'Name', > 'EmailAddress', > 'RealName', > ], First things first, remove RealName from the config above. It should be removed from the example configs as it's a misleading example. "attr_match_list" are properties that in combination uniquely identify a user; by including RealName, you're telling RT that a user's real name may never change (such as not being provided, or differing slightly). https://metacpan.org/source/TSIBLEY/RT-Authen-ExternalAuth-0.15/etc/RT_SiteConfig.pm#L128 Glenn's suggestions are also good. Second, note these lines: > [Fri May 24 21:31:20 2013] [debug]: LDAP Search === Base: > ou=lb,DC=office,DC=lbox,DC=com == Scope: base == Filter: (member=CN=David > Neudorfer,OU=lb,DC=office,DC=lbox,DC=com) == Attrs: dn > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:256) > [Fri May 24 21:31:20 2013] [debug]: LDAP group membership check returned 0 > results > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:285) > [Fri May 24 21:31:20 2013] [info]: My_LDAP AUTH FAILED: david.neudorfer This is why auth fails: RT didn't find the logging in user as a member of the group you specified that users must be a member of. I suspect you're running into the issue that the group check is done as the logging in user rather than the service user (cn=thisisauser in your sample). The group check happens after the rebind to check the provided password. There's an open bug about this because it should be made configurable: https://rt.cpan.org/Ticket/Display.html?id=69500 From trs at bestpractical.com Fri May 24 17:59:03 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 24 May 2013 14:59:03 -0700 Subject: [rt-users] MSMTP doesn't run In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B8312A2B5E2@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B8312A2B5E2@valkyrie.ogp.qvii.com> Message-ID: <519FE2A7.10107@bestpractical.com> On 05/24/2013 01:54 PM, Cena, Stephen (ext. 300) wrote: > I've tried switching from Postfix to MSMTP with this wiki entry: Best Practical strongly recommends against mailers like MSMTP and _for_ real MTAs like Postfix. MSMTP will usually drop your email if delivery fails the first time. RT doesn't retry because it expects the MTA to do so. So it's strange you're switching away from such a nice MTA as Postfix. What's your reasoning? From david.neudorfer at lbox.com Fri May 24 17:59:58 2013 From: david.neudorfer at lbox.com (davidneudorfer) Date: Fri, 24 May 2013 14:59:58 -0700 (PDT) Subject: [rt-users] Active Directory and RT In-Reply-To: <519FE0D6.6080607@wingfoot.org> References: <1369431198446-54021.post@n7.nabble.com> <519FDDBE.5010006@wingfoot.org> <1369431656936-54023.post@n7.nabble.com> <519FE0D6.6080607@wingfoot.org> Message-ID: <1369432798254-54027.post@n7.nabble.com> If I comment out group_attr then I get: Use of uninitialized value $group_attr in concatenation (.) or string This is my new config: Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'ad.office.lbox.com', 'port' => '389', 'user' => 'CN=thisisauser,CN=Users,DC=office,DC=lbox,DC=com', 'pass' => 'redacted', 'base' => 'DC=office,DC=lbox,DC=com', 'filter' => '(objectClass=*)', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', 'group' => 'CN=Users,DC=office,DC=lbox,DC=com', 'group_attr' => 'member', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName', ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' }, }} ); And the resulting error: [Fri May 24 21:59:38 2013] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:186) [Fri May 24 21:59:38 2013] [debug]: Calling UserExists with $username (david.neudorfer) and $service (My_LDAP) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:227) [Fri May 24 21:59:38 2013] [debug]: UserExists params: username: david.neudorfer , service: My_LDAP (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:439) [Fri May 24 21:59:38 2013] [debug]: LDAP Search === Base: DC=office,DC=lbox,DC=com == Filter: (&(objectClass=*)(sAMAccountName=david.neudorfer)) == Attrs: l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:469) [Fri May 24 21:59:38 2013] [debug]: Password validation required for service - Executing... (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:277) [Fri May 24 21:59:38 2013] [debug]: Trying external auth service: My_LDAP (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:153) [Fri May 24 21:59:38 2013] [debug]: LDAP Search === Base: DC=office,DC=lbox,DC=com == Filter: (&(sAMAccountName=david.neudorfer)(objectClass=*)) == Attrs: dn (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:186) [Fri May 24 21:59:38 2013] [debug]: Found LDAP DN: CN=David Neudorfer,OU=Lunchbox,DC=office,DC=lbox,DC=com (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:220) [Fri May 24 21:59:38 2013] [debug]: LDAP Search === Base: CN=Users,DC=office,DC=lbox,DC=com == Scope: base == Filter: (member=CN=David Neudorfer,OU=Lunchbox,DC=office,DC=lbox,DC=com) == Attrs: dn (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:256) [Fri May 24 21:59:38 2013] [debug]: LDAP group membership check returned 0 results (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:285) [Fri May 24 21:59:38 2013] [info]: My_LDAP AUTH FAILED: david.neudorfer (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:289) [Fri May 24 21:59:38 2013] [debug]: LDAP password validation result: 0 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:456) [Fri May 24 21:59:38 2013] [debug]: Password Validation Check Result: 0 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:281) [Fri May 24 21:59:38 2013] [debug]: Autohandler called ExternalAuth. Response: (0, Password Invalid) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:16) [Fri May 24 21:59:38 2013] [error]: FAILED LOGIN for david.neudorfer from 10.0.4.59 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:753) -- View this message in context: http://requesttracker.8502.n7.nabble.com/Active-Directory-and-RT-tp54021p54027.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From david.neudorfer at lbox.com Fri May 24 18:01:20 2013 From: david.neudorfer at lbox.com (davidneudorfer) Date: Fri, 24 May 2013 15:01:20 -0700 (PDT) Subject: [rt-users] Active Directory and RT In-Reply-To: <1369432798254-54027.post@n7.nabble.com> References: <1369431198446-54021.post@n7.nabble.com> <519FDDBE.5010006@wingfoot.org> <1369431656936-54023.post@n7.nabble.com> <519FE0D6.6080607@wingfoot.org> <1369432798254-54027.post@n7.nabble.com> Message-ID: <1369432880004-54028.post@n7.nabble.com> What do you make of the lines: [debug]: LDAP Search === Base: CN=Users,DC=office,DC=lbox,DC=com == Scope: base == Filter: (member=CN=David Neudorfer,OU=Lunchbox,DC=office,DC=lbox,DC=com) == Attrs: dn (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:256) [debug]: LDAP group membership check returned 0 results (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:285) -- View this message in context: http://requesttracker.8502.n7.nabble.com/Active-Directory-and-RT-tp54021p54028.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From gary.m at bitek.com.au Fri May 24 18:06:20 2013 From: gary.m at bitek.com.au (Gary McRae) Date: Sat, 25 May 2013 08:06:20 +1000 Subject: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy In-Reply-To: References: <00f301ce5807$2d023da0$8706b8e0$@bitek.com.au> <519EA09C.6080705@bestpractical.com> <010e01ce5815$8629d8d0$927d8a70$@bitek.com.au> <014201ce5840$9e96d780$dbc48680$@bitek.com.au> <015501ce5842$97b217c0$c7164740$@bitek.com.au> Message-ID: <771758B3-A878-4C2D-B08C-DF3DA6E6934E@bitek.com.au> I have not explained we'll. The installation was fully from the apt repository. The files in /tmp are from my attempts to overcome the problem. Nothing has been installed from /tmp. apt-get install rt4-extension-assettracker installs without any errors being thrown up. Just the correct files do not appear. It is not working correctly but it looks as if it is. I have tried on a clean debian 7 install with the same result. Many thanks. On 24/05/2013, at 11:10 PM, Asif Iqbal wrote: > > > > On Fri, May 24, 2013 at 1:50 AM, Gary McRae wrote: >> The file appears here /tmp/rt-extension-assettracker-master/lib/RTx/AssetTracker.pm >> >> I had downloaded and unpacked master.zip but I did not know what to do with it after that. >> >> >> > Yep, does not look like install went fine. > > try to run ``sudo apt-get install rt4-extension-assettracker'' OR like and post the output > > >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gary McRae >> Sent: Friday, 24 May 2013 3:36 PM >> >> >> To: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy >> >> >> Thanks for suggestion, >> >> >> >> root at debianRT:~# find / -type f -name 'AssetTracker.pm' >> >> /tmp/rt-extension-assettracker-master/lib/RTx/AssetTracker.pm >> >> root at debianRT:~# >> >> >> >> From: Asif Iqbal [mailto:vadud3 at gmail.com] >> Sent: Friday, 24 May 2013 3:34 PM >> To: gary.m at bitek.com.au >> Cc: rt-users Users >> Subject: Re: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy >> >> >> >> >> >> >> >> On Thu, May 23, 2013 at 8:27 PM, Gary McRae wrote: >> >> I changed the spelling: >> Here is the config entry "Set(@Plugins, qw(RTx::AssetTracker));" >> >> No Luck, here is the response: >> >> root at debianRT:~# service apache2 restart >> Syntax error on line 36 of /etc/request-tracker4/apache2-modperl2.conf: >> >> Can't locate RTx/AssetTracker.pm in @INC (@INC contains: /usr/local/share/request-tracker4/lib /usr/share/request-tracker4/lib /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) at /usr/share/request-tracker4/lib/RT.pm line 681.\n >> >> Action 'configtest' failed. >> The Apache error log may have more information. >> failed! >> >> >> >> what do you get with this? >> >> >> >> find / -type f -name 'AssetTracker.pm' >> >> >> >> >> >> >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley >> Sent: Friday, 24 May 2013 9:05 AM >> To: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy >> >> On 05/23/2013 03:45 PM, Gary McRae wrote: >> > Then I ?apt-get install rt4-extension-assettracker? and it installs >> > without any errors. >> > >> > Then I put ?Set(@Plugins, qw(RTx::AssettTracker));? into RT_SiteConfig.pm. >> >> You're spelling it wrong ---------------^^^ >> >> RTx::AssetTracker >> >> >> >> -- >> RT Training in Seattle, June 19-20: http://bestpractical.com/training >> >> >> >> >> -- >> RT Training in Seattle, June 19-20: http://bestpractical.com/training >> >> >> >> >> >> >> -- >> 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? >> >> >> >> >> -- >> RT Training in Seattle, June 19-20: http://bestpractical.com/training > > > > -- > 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 ges at wingfoot.org Fri May 24 18:08:00 2013 From: ges at wingfoot.org (Glenn Sieb) Date: Fri, 24 May 2013 18:08:00 -0400 Subject: [rt-users] Active Directory and RT In-Reply-To: <1369432798254-54027.post@n7.nabble.com> References: <1369431198446-54021.post@n7.nabble.com> <519FDDBE.5010006@wingfoot.org> <1369431656936-54023.post@n7.nabble.com> <519FE0D6.6080607@wingfoot.org> <1369432798254-54027.post@n7.nabble.com> Message-ID: <519FE4C0.4090202@wingfoot.org> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 5/24/13 5:59 PM, davidneudorfer wrote: > If I comment out group_attr then I get: I have no group_attr at all in my config... Here is my anonymized config: Set( $ExternalSettings, {'My_LDAP' => { ## GENERIC SECTION 'type' => 'ldap', 'server' => 'MYAD', 'port' => '389', 'user' => 'USERNAME', 'pass' => 'PASSWORD', 'base' => 'dc=MYAD,dc=LOCAL', 'filter' => '(objectClass=*)', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', 'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'Name', 'EmailAddress' ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', } }, }); Best, - --G. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (Darwin) Comment: Using GnuPG with Thunderbird - http://www.enigmail.net/ iEYEARECAAYFAlGf5MAACgkQf5MxTDXTimG+3wCfae8Eh0DMSqhjLaLAJMmbhAX1 F/gAniGNNIpmbvDBWkw++TzStwaqz2Ge =o7X6 -----END PGP SIGNATURE----- From david.neudorfer at lbox.com Fri May 24 18:14:57 2013 From: david.neudorfer at lbox.com (davidneudorfer) Date: Fri, 24 May 2013 15:14:57 -0700 (PDT) Subject: [rt-users] Active Directory and RT In-Reply-To: <519FE4C0.4090202@wingfoot.org> References: <1369431198446-54021.post@n7.nabble.com> <519FDDBE.5010006@wingfoot.org> <1369431656936-54023.post@n7.nabble.com> <519FE0D6.6080607@wingfoot.org> <1369432798254-54027.post@n7.nabble.com> <519FE4C0.4090202@wingfoot.org> Message-ID: <1369433697083-54031.post@n7.nabble.com> That did it! Thank you Glenn. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Active-Directory-and-RT-tp54021p54031.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From JThuau at spacex.com Fri May 24 18:17:14 2013 From: JThuau at spacex.com (Jok Thuau) Date: Fri, 24 May 2013 22:17:14 +0000 Subject: [rt-users] Active Directory and RT In-Reply-To: <1369433697083-54031.post@n7.nabble.com> Message-ID: For the sake of the archive, was it changing "member" to "memberOf" in the group_attr section of your config that fixed it? (realizing that I replied to David off list earlier) Thanks, Jok -- | Joachim Thuau | IT Systems Engineer - Linux / SpaceX | On 5/24/13 3:14 PM, "davidneudorfer" wrote: >That did it! Thank you Glenn. > > > >-- >View this message in context: >http://requesttracker.8502.n7.nabble.com/Active-Directory-and-RT-tp54021p5 >4031.html >Sent from the Request Tracker - User mailing list archive at Nabble.com. > > >-- >RT Training in Seattle, June 19-20: http://bestpractical.com/training From david.neudorfer at lbox.com Fri May 24 18:35:56 2013 From: david.neudorfer at lbox.com (davidneudorfer) Date: Fri, 24 May 2013 15:35:56 -0700 (PDT) Subject: [rt-users] Active Directory and RT In-Reply-To: References: <1369431198446-54021.post@n7.nabble.com> <519FDDBE.5010006@wingfoot.org> <1369431656936-54023.post@n7.nabble.com> <519FE0D6.6080607@wingfoot.org> <1369432798254-54027.post@n7.nabble.com> <519FE4C0.4090202@wingfoot.org> <1369433697083-54031.post@n7.nabble.com> Message-ID: <1369434956429-54033.post@n7.nabble.com> Removing group and group_attr was what did it for me. Hopefully this helps someone else in the future. Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'ad.office.lbox.com', 'port' => '389', 'user' => 'CN=thisisauser,CN=Users,DC=office,DC=lbox,DC=com', 'pass' => 'redacted', 'base' => 'DC=office,DC=lbox,DC=com', 'filter' => '(objectClass=*)', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3, ], 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName', ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' }, }} ); -- View this message in context: http://requesttracker.8502.n7.nabble.com/Active-Directory-and-RT-tp54021p54033.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From trs at bestpractical.com Fri May 24 18:50:44 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 24 May 2013 15:50:44 -0700 Subject: [rt-users] Active Directory and RT In-Reply-To: <1369434956429-54033.post@n7.nabble.com> References: <1369431198446-54021.post@n7.nabble.com> <519FDDBE.5010006@wingfoot.org> <1369431656936-54023.post@n7.nabble.com> <519FE0D6.6080607@wingfoot.org> <1369432798254-54027.post@n7.nabble.com> <519FE4C0.4090202@wingfoot.org> <1369433697083-54031.post@n7.nabble.com> <1369434956429-54033.post@n7.nabble.com> Message-ID: <519FEEC4.7040307@bestpractical.com> On 05/24/2013 03:35 PM, davidneudorfer wrote: > Removing group and group_attr was what did it for me. Hopefully this helps > someone else in the future. It looks like you missed my reply, where I explained what was going wrong with your group and group_attr, along with a few other things. http://lists.bestpractical.com/pipermail/rt-users/2013-May/080377.html From david.neudorfer at lbox.com Fri May 24 18:59:57 2013 From: david.neudorfer at lbox.com (davidneudorfer) Date: Fri, 24 May 2013 15:59:57 -0700 (PDT) Subject: [rt-users] Active Directory and RT In-Reply-To: <519FEEC4.7040307@bestpractical.com> References: <1369431198446-54021.post@n7.nabble.com> <519FDDBE.5010006@wingfoot.org> <1369431656936-54023.post@n7.nabble.com> <519FE0D6.6080607@wingfoot.org> <1369432798254-54027.post@n7.nabble.com> <519FE4C0.4090202@wingfoot.org> <1369433697083-54031.post@n7.nabble.com> <1369434956429-54033.post@n7.nabble.com> <519FEEC4.7040307@bestpractical.com> Message-ID: Completely did but thank you and at your suggestion I've removed RealName as well. Thank you Thomas. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Active-Directory-and-RT-tp54021p54035.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rtusers-20090205 at billmail.scconsult.com Sat May 25 13:37:48 2013 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Sat, 25 May 2013 13:37:48 -0400 Subject: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy In-Reply-To: <771758B3-A878-4C2D-B08C-DF3DA6E6934E@bitek.com.au> References: <00f301ce5807$2d023da0$8706b8e0$@bitek.com.au> <519EA09C.6080705@bestpractical.com> <010e01ce5815$8629d8d0$927d8a70$@bitek.com.au> <014201ce5840$9e96d780$dbc48680$@bitek.com.au> <015501ce5842$97b217c0$c7164740$@bitek.com.au> <771758B3-A878-4C2D-B08C-DF3DA6E6934E@bitek.com.au> Message-ID: On 24 May 2013, at 18:06, Gary McRae wrote: > I have not explained we'll. > The installation was fully from the apt repository. The files in /tmp > are from my attempts to overcome the problem. Nothing has been > installed from /tmp. > apt-get install rt4-extension-assettracker installs without any errors > being thrown up. Just the correct files do not appear. It is not > working correctly but it looks as if it is. > I have tried on a clean debian 7 install with the same result. It seems clear that the install did not actually work, since it clearly did not put the AssetTracker module anywhere. Also odd is that the perl load error does not seem to be looking for the module where the Debian package seems to be intending to install it, under /usr/share/request-tracker4/plugins/RTx-AssetTracker/. Is there anything there? This seems to be an installation problem. Does 'dpkg -s rt4-extension-assettracker' claim that the package is actually installed? From gary.m at bitek.com.au Sun May 26 02:54:10 2013 From: gary.m at bitek.com.au (Gary McRae) Date: Sun, 26 May 2013 16:54:10 +1000 Subject: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy In-Reply-To: References: <00f301ce5807$2d023da0$8706b8e0$@bitek.com.au> <519EA09C.6080705@bestpractical.com> <010e01ce5815$8629d8d0$927d8a70$@bitek.com.au> <014201ce5840$9e96d780$dbc48680$@bitek.com.au> <015501ce5842$97b217c0$c7164740$@bitek.com.au> <771758B3-A878-4C2D-B08C-DF3DA6E6934E@bitek.com.au> Message-ID: <5CC84E9D-0FBF-4744-A7FB-1A81B1662197@bitek.com.au> Well thanks to everybody who offered help. I do not know what has changed. I installed it again from apt and it all worked. I will try it on a new virtual machine tomorrow just to be sure. On 26/05/2013, at 3:37 AM, "Bill Cole" wrote: > On 24 May 2013, at 18:06, Gary McRae wrote: > >> I have not explained we'll. >> The installation was fully from the apt repository. The files in /tmp are from my attempts to overcome the problem. Nothing has been installed from /tmp. >> apt-get install rt4-extension-assettracker installs without any errors being thrown up. Just the correct files do not appear. It is not working correctly but it looks as if it is. >> I have tried on a clean debian 7 install with the same result. > > It seems clear that the install did not actually work, since it clearly did not put the AssetTracker module anywhere. Also odd is that the perl load error does not seem to be looking for the module where the Debian package seems to be intending to install it, under /usr/share/request-tracker4/plugins/RTx-AssetTracker/. Is there anything there? > > This seems to be an installation problem. Does 'dpkg -s rt4-extension-assettracker' claim that the package is actually installed? > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training From gary.m at bitek.com.au Sun May 26 19:19:20 2013 From: gary.m at bitek.com.au (Gary McRae) Date: Mon, 27 May 2013 09:19:20 +1000 Subject: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy In-Reply-To: References: <00f301ce5807$2d023da0$8706b8e0$@bitek.com.au> <519EA09C.6080705@bestpractical.com> <010e01ce5815$8629d8d0$927d8a70$@bitek.com.au> <014201ce5840$9e96d780$dbc48680$@bitek.com.au> <015501ce5842$97b217c0$c7164740$@bitek.com.au> <771758B3-A878-4C2D-B08C-DF3DA6E6934E@bitek.com.au> Message-ID: <007201ce5a67$735c1930$5a144b90$@bitek.com.au> I have carried out another test of a new debian virtual machine. Here are my installation steps: apt-get install mysql-server apt-get install mysql-client apt-get install rt4-apache2 apt-get install rt4-db-mysql apt-get install request-tracker4 vi /etc/apache2/sites-enabled/000-default service apache2 restart apt-get install rt4-extension-assettracker vi /etc/request-tracker4/RT_SiteConfig.pm service apache2 restart This works perfectly. An RT4 install with AssetTracker in 10 minutes. Amazing! I am convinced that there must have been a change made to the apt package. Thanks to whoever fixed the problem. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bill Cole Sent: Sunday, 26 May 2013 3:38 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy On 24 May 2013, at 18:06, Gary McRae wrote: > I have not explained we'll. > The installation was fully from the apt repository. The files in /tmp > are from my attempts to overcome the problem. Nothing has been > installed from /tmp. > apt-get install rt4-extension-assettracker installs without any errors > being thrown up. Just the correct files do not appear. It is not > working correctly but it looks as if it is. > I have tried on a clean debian 7 install with the same result. It seems clear that the install did not actually work, since it clearly did not put the AssetTracker module anywhere. Also odd is that the perl load error does not seem to be looking for the module where the Debian package seems to be intending to install it, under /usr/share/request-tracker4/plugins/RTx-AssetTracker/. Is there anything there? This seems to be an installation problem. Does 'dpkg -s rt4-extension-assettracker' claim that the package is actually installed? -- RT Training in Seattle, June 19-20: http://bestpractical.com/training From gary.m at bitek.com.au Sun May 26 19:34:32 2013 From: gary.m at bitek.com.au (Gary McRae) Date: Mon, 27 May 2013 09:34:32 +1000 Subject: [rt-users] AssetTracker Custom Field Select Date problem Message-ID: <007401ce5a69$93072cf0$b91586d0$@bitek.com.au> I am having a problem with a custom field using a 'Select Date' type. Creation is no problem nor is entering data. If you open an asset and select 'Fields' then all the values previously entered are correctly reloaded from the db. The Date field though is empty and it shows the value in brackets beside the date field. If you then update any other field ie. 'Change Comment' and then 'Save Changes' the value of the date field is removed as below. Results 2013-05-27 is no longer a value for custom field Purchase Date This can easily remove data from the database. Can someone confirm this please? -------------- next part -------------- An HTML attachment was scrubbed... URL: From asanka_gunasekera at yahoo.co.uk Mon May 27 06:58:35 2013 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Mon, 27 May 2013 11:58:35 +0100 (BST) Subject: [rt-users] RES: RES: Generate end of the day report and email In-Reply-To: <3B9178D874F56F47B616AB50C01F7B7791A639E5@GRXPRD8011MB606.lamprd80.prod.outlook.com> References: <1368175668.17358.YahooMailNeo@web172602.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A49EA3@GRXPRD8011MB606.lamprd80.prod.outlook.com> <1369222681.44539.YahooMailNeo@web172605.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A639E5@GRXPRD8011MB606.lamprd80.prod.outlook.com> Message-ID: <1369652315.12374.YahooMailNeo@web172602.mail.ir2.yahoo.com> Hi Diaulas, thank you for the reply but the thing is I am unable to log in to the RT when I do below export RTSERVER=http://localhost and do? rt ls? it prompt me for a password once I enter the password and hit enter I get below error Query:Status!='resolved' and Status!='rejected' ? ?Strong encryption not available, switched off by externalauth=0 ? ?Password will be sent to localhost unencrypted ? ?Press CTRL-C now if you do not want to continue Password: rt: Server error: Forbidden (403) As the URL I tried http://x.x.x.x as well but with the same error Thanks and Regards ________________________________ From: Diaulas Castro To: Asanka Gunasekera ; "rt-users at lists.bestpractical.com" Sent: Wednesday, 22 May 2013, 17:20 Subject: RES: [rt-users] RES: Generate end of the day report and email Sorry, didnt understand your message, but from your log I think you don?t have RTSERVER variable, ? Try to add on top of script: export RTSERVER=your.rt.installation ? ? if you got error try to execute a simple /usr/bin/rt ls TICKET_NUMBER ? That script relies on output of RT CLI command. ? ? De:Asanka Gunasekera [mailto:asanka_gunasekera at yahoo.co.uk] Enviada em: quarta-feira, 22 de maio de 2013 08:38 Para: Diaulas Castro; rt-users at lists.bestpractical.com Assunto: Re: [rt-users] RES: Generate end of the day report and email ? Hi Diaulas, can you tell me the user name that the rt command is looking for since I put root (of rt) and tried some and other rt account as well, but I am getting below error ? Query:Status!='resolved' and Status!='rejected' rt: Server error: Forbidden (403) ? Thank you and Best Regards ? ________________________________ From:Diaulas Castro To: "rt-users at lists.bestpractical.com" Sent: Friday, 10 May 2013, 21:42 Subject: [rt-users] RES: Generate end of the day report and email ? Made this bash script to accomplish using RT CLI. ? Just customize ?From:?,? To:? and ?Status? search in rt ls command and schedule on crontab. ? This script will list all tickets and mail fields to temp file after that a while loop will add html tags (tables and rows) trough command sed, so I got a nice looking mail report. (http://postimg.org/image/yfmlp9307/) ? ? If you want to color the rows use this before sendmail command: ? ? sed -i -e '/Nobody/s/D2EAF1/CCCCCC/g'????????? $MAIL ? sed -i -e '/diaulas.castro/s/D2EAF1/6FCCFF/g'?? $MAIL ????This will change all tickets by nobody to gray and Diaulas.castro to light blue ? ? PS: I know! RT-CRONTOOL exist, but I m not perl expert.. =( ? ? ? #################################### export RTORDERBY=owner ? MAIL=/tmp/rel_todos_tickets_abertos.sh.mail echo "From: MY_TICKET at MY_DOMAIN.COM "??????????????? > $MAIL echo "To: DIRECTORS at MYDOMAIN.COM"???? >> $MAIL echo "MIME-Version: 1.0"??????????????????????????????? >> $MAIL echo 'Content-type: text/html; charset=iso-8859-1'????? >> $MAIL echo " boundary=`date +%s`/rt.MY.DOMAIN.COM"???? >> $MAIL echo "Subject: All open Tickets:$(date +%d/%m/%y)"?????? >> $MAIL echo ""???????????????????????????????????????????????? >> $MAIL echo ""?????????????????????????????????????????? >> $MAIL echo ""?????????????????????????????????????????? >> $MAIL echo ""????????????????????????????????????????? >> $MAIL echo ""?????????????????????????????????????????? >> $MAIL echo "" >> $MAIL echo "">>??????????????????????????????????????? $MAIL ? /usr/bin/rt ls "Status != resolved AND Status != report AND Status != plantao AND Status != stalled" -f id,subject,queue,status,owner,lastupdated |iconv -f UTF-8 -t ISO8859-1 > /tmp/rel.tmp while read line ; do ? echo? "/g" ? done < /tmp/rel.tmp >> $MAIL ? echo "
$line
">> $MAIL echo ""????????????????????????????????????????? >> $MAIL echo ""????????????????????????????????????????? >> $MAIL ? /usr/sbin/sendmail -t < $MAIL ? ? ? De:rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Asanka Gunasekera Enviada em: sexta-feira, 10 de maio de 2013 05:48 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] Generate end of the day report and email ? Hi, is there any way to auto generate end of the day report and emal this to management (all open, all new etc) ? I am using RT4 and oracle database on redhat ? Thanks and Regards -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From beodep at yahoo.com Mon May 27 07:04:38 2013 From: beodep at yahoo.com (nonnick) Date: Mon, 27 May 2013 04:04:38 -0700 (PDT) Subject: [rt-users] Trace ticket flow when move to another queue In-Reply-To: <1368068394393-53758.post@n7.nabble.com> References: <1368068394393-53758.post@n7.nabble.com> Message-ID: <1369652678002-54041.post@n7.nabble.com> Hi all, Just renew topic. Can someone help me. Thank all. Nonnick. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Trace-ticket-flow-when-move-to-another-queue-tp53758p54041.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From diaulas.castro at intersolution.inf.br Mon May 27 07:50:23 2013 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Mon, 27 May 2013 11:50:23 +0000 Subject: [rt-users] RES: RES: RES: Generate end of the day report and email In-Reply-To: <1369652315.12374.YahooMailNeo@web172602.mail.ir2.yahoo.com> References: <1368175668.17358.YahooMailNeo@web172602.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A49EA3@GRXPRD8011MB606.lamprd80.prod.outlook.com> <1369222681.44539.YahooMailNeo@web172605.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A639E5@GRXPRD8011MB606.lamprd80.prod.outlook.com> <1369652315.12374.YahooMailNeo@web172602.mail.ir2.yahoo.com> Message-ID: <3B9178D874F56F47B616AB50C01F7B7791A67BCA@GRXPRD8011MB606.lamprd80.prod.outlook.com> Hello Asanka, From http://requesttracker.wikia.com/wiki/CLI export RTUSER=your.rtusername export RTPASSWD=your rt password export RTSERVER=your.rt3.installation Try with /rt after domain or anything you have configured on Apache. RTSERVER=http://localhost/rt De: Asanka Gunasekera [mailto:asanka_gunasekera at yahoo.co.uk] Enviada em: segunda-feira, 27 de maio de 2013 07:59 Para: Diaulas Castro; rt-users at lists.bestpractical.com Assunto: Re: RES: [rt-users] RES: Generate end of the day report and email Hi Diaulas, thank you for the reply but the thing is I am unable to log in to the RT when I do below export RTSERVER=http://localhost and do rt ls it prompt me for a password once I enter the password and hit enter I get below error Query:Status!='resolved' and Status!='rejected' Strong encryption not available, switched off by externalauth=0 Password will be sent to localhost unencrypted Press CTRL-C now if you do not want to continue Password: rt: Server error: Forbidden (403) As the URL I tried http://x.x.x.x as well but with the same error Thanks and Regards ________________________________ From: Diaulas Castro > To: Asanka Gunasekera >; "rt-users at lists.bestpractical.com" > Sent: Wednesday, 22 May 2013, 17:20 Subject: RES: [rt-users] RES: Generate end of the day report and email Sorry, didnt understand your message, but from your log I think you don?t have RTSERVER variable, Try to add on top of script: export RTSERVER=your.rt.installation if you got error try to execute a simple /usr/bin/rt ls TICKET_NUMBER That script relies on output of RT CLI command. De: Asanka Gunasekera [mailto:asanka_gunasekera at yahoo.co.uk] Enviada em: quarta-feira, 22 de maio de 2013 08:38 Para: Diaulas Castro; rt-users at lists.bestpractical.com Assunto: Re: [rt-users] RES: Generate end of the day report and email Hi Diaulas, can you tell me the user name that the rt command is looking for since I put root (of rt) and tried some and other rt account as well, but I am getting below error Query:Status!='resolved' and Status!='rejected' rt: Server error: Forbidden (403) Thank you and Best Regards ________________________________ From: Diaulas Castro > To: "rt-users at lists.bestpractical.com" > Sent: Friday, 10 May 2013, 21:42 Subject: [rt-users] RES: Generate end of the day report and email Made this bash script to accomplish using RT CLI. Just customize ?From:?, To:? and ?Status? search in rt ls command and schedule on crontab. This script will list all tickets and mail fields to temp file after that a while loop will add html tags (tables and rows) trough command sed, so I got a nice looking mail report. (http://postimg.org/image/yfmlp9307/) If you want to color the rows use this before sendmail command: sed -i -e '/Nobody/s/D2EAF1/CCCCCC/g' $MAIL sed -i -e '/diaulas.castro/s/D2EAF1/6FCCFF/g' $MAIL This will change all tickets by nobody to gray and Diaulas.castro to light blue PS: I know! RT-CRONTOOL exist, but I m not perl expert.. =( #################################### export RTORDERBY=owner MAIL=/tmp/rel_todos_tickets_abertos.sh.mail echo "From: MY_TICKET at MY_DOMAIN.COM " > $MAIL echo "To: DIRECTORS at MYDOMAIN.COM" >> $MAIL echo "MIME-Version: 1.0" >> $MAIL echo 'Content-type: text/html; charset=iso-8859-1' >> $MAIL echo " boundary=`date +%s`/rt.MY.DOMAIN.COM" >> $MAIL echo "Subject: All open Tickets:$(date +%d/%m/%y)" >> $MAIL echo "" >> $MAIL echo "" >> $MAIL echo "" >> $MAIL echo "" >> $MAIL echo "" >> $MAIL echo "" >> $MAIL echo "">> $MAIL /usr/bin/rt ls "Status != resolved AND Status != report AND Status != plantao AND Status != stalled" -f id,subject,queue,status,owner,lastupdated |iconv -f UTF-8 -t ISO8859-1 > /tmp/rel.tmp while read line ; do echo "/g" done < /tmp/rel.tmp >> $MAIL echo "
$line
">> $MAIL echo "" >> $MAIL echo "" >> $MAIL /usr/sbin/sendmail -t < $MAIL De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Asanka Gunasekera Enviada em: sexta-feira, 10 de maio de 2013 05:48 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] Generate end of the day report and email Hi, is there any way to auto generate end of the day report and emal this to management (all open, all new etc) I am using RT4 and oracle database on redhat Thanks and Regards -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Mon May 27 16:26:54 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Mon, 27 May 2013 16:26:54 -0400 Subject: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy In-Reply-To: <007201ce5a67$735c1930$5a144b90$@bitek.com.au> References: <00f301ce5807$2d023da0$8706b8e0$@bitek.com.au> <519EA09C.6080705@bestpractical.com> <010e01ce5815$8629d8d0$927d8a70$@bitek.com.au> <014201ce5840$9e96d780$dbc48680$@bitek.com.au> <015501ce5842$97b217c0$c7164740$@bitek.com.au> <771758B3-A878-4C2D-B08C-DF3DA6E6934E@bitek.com.au> <007201ce5a67$735c1930$5a144b90$@bitek.com.au> Message-ID: On Sun, May 26, 2013 at 7:19 PM, Gary McRae wrote: > I have carried out another test of a new debian virtual machine. > Here are my installation steps: > apt-get install mysql-server > apt-get install mysql-client > apt-get install rt4-apache2 > apt-get install rt4-db-mysql > apt-get install request-tracker4 > vi /etc/apache2/sites-enabled/000-default > service apache2 restart > apt-get install rt4-extension-assettracker > vi /etc/request-tracker4/RT_SiteConfig.pm > service apache2 restart > > This works perfectly. An RT4 install with AssetTracker in 10 minutes. > Amazing! > what apt repository did you use or was it default? > > I am convinced that there must have been a change made to the apt package. > Thanks to whoever fixed the problem. > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bill Cole > Sent: Sunday, 26 May 2013 3:38 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy > > On 24 May 2013, at 18:06, Gary McRae wrote: > > > I have not explained we'll. > > The installation was fully from the apt repository. The files in /tmp > > are from my attempts to overcome the problem. Nothing has been > > installed from /tmp. > > apt-get install rt4-extension-assettracker installs without any errors > > being thrown up. Just the correct files do not appear. It is not > > working correctly but it looks as if it is. > > I have tried on a clean debian 7 install with the same result. > > It seems clear that the install did not actually work, since it clearly did > not put the AssetTracker module anywhere. Also odd is that the perl load > error does not seem to be looking for the module where the Debian package > seems to be intending to install it, under > /usr/share/request-tracker4/plugins/RTx-AssetTracker/. Is there anything > there? > > This seems to be an installation problem. Does 'dpkg -s > rt4-extension-assettracker' claim that the package is actually installed? > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- 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 gary.m at bitek.com.au Mon May 27 17:40:16 2013 From: gary.m at bitek.com.au (Gary McRae) Date: Tue, 28 May 2013 07:40:16 +1000 Subject: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy In-Reply-To: References: <00f301ce5807$2d023da0$8706b8e0$@bitek.com.au> <519EA09C.6080705@bestpractical.com> <010e01ce5815$8629d8d0$927d8a70$@bitek.com.au> <014201ce5840$9e96d780$dbc48680$@bitek.com.au> <015501ce5842$97b217c0$c7164740$@bitek.com.au> <771758B3-A878-4C2D-B08C-DF3DA6E6934E@bitek.com.au> <007201ce5a67$735c1930$5a144b90$@bitek.com.au> Message-ID: Hi Asif, This was a new install of debian 7 (wheezy). It was the default repository, no changes to /etc/apt/sources On 28/05/2013, at 6:26 AM, Asif Iqbal wrote: > > > > On Sun, May 26, 2013 at 7:19 PM, Gary McRae wrote: >> I have carried out another test of a new debian virtual machine. >> Here are my installation steps: >> apt-get install mysql-server >> apt-get install mysql-client >> apt-get install rt4-apache2 >> apt-get install rt4-db-mysql >> apt-get install request-tracker4 >> vi /etc/apache2/sites-enabled/000-default >> service apache2 restart >> apt-get install rt4-extension-assettracker >> vi /etc/request-tracker4/RT_SiteConfig.pm >> service apache2 restart >> >> This works perfectly. An RT4 install with AssetTracker in 10 minutes. >> Amazing! > > what apt repository did you use or was it default? > >> >> I am convinced that there must have been a change made to the apt package. >> Thanks to whoever fixed the problem. >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bill Cole >> Sent: Sunday, 26 May 2013 3:38 AM >> To: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy >> >> On 24 May 2013, at 18:06, Gary McRae wrote: >> >> > I have not explained we'll. >> > The installation was fully from the apt repository. The files in /tmp >> > are from my attempts to overcome the problem. Nothing has been >> > installed from /tmp. >> > apt-get install rt4-extension-assettracker installs without any errors >> > being thrown up. Just the correct files do not appear. It is not >> > working correctly but it looks as if it is. >> > I have tried on a clean debian 7 install with the same result. >> >> It seems clear that the install did not actually work, since it clearly did >> not put the AssetTracker module anywhere. Also odd is that the perl load >> error does not seem to be looking for the module where the Debian package >> seems to be intending to install it, under >> /usr/share/request-tracker4/plugins/RTx-AssetTracker/. Is there anything >> there? >> >> This seems to be an installation problem. Does 'dpkg -s >> rt4-extension-assettracker' claim that the package is actually installed? >> >> >> -- >> RT Training in Seattle, June 19-20: http://bestpractical.com/training >> >> >> >> >> -- >> RT Training in Seattle, June 19-20: http://bestpractical.com/training > > > > -- > 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 asanka_gunasekera at yahoo.co.uk Tue May 28 00:33:38 2013 From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera) Date: Tue, 28 May 2013 05:33:38 +0100 (BST) Subject: [rt-users] RES: RES: RES: Generate end of the day report and email In-Reply-To: <3B9178D874F56F47B616AB50C01F7B7791A67BCA@GRXPRD8011MB606.lamprd80.prod.outlook.com> References: <1368175668.17358.YahooMailNeo@web172602.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A49EA3@GRXPRD8011MB606.lamprd80.prod.outlook.com> <1369222681.44539.YahooMailNeo@web172605.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A639E5@GRXPRD8011MB606.lamprd80.prod.outlook.com> <1369652315.12374.YahooMailNeo@web172602.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A67BCA@GRXPRD8011MB606.lamprd80.prod.outlook.com> Message-ID: <1369715618.19716.YahooMailNeo@web172603.mail.ir2.yahoo.com> Hi Diaulas, I have read this document, below is my configuration ? ? ServerAdmin webmaster at dummy-host.example.com ? ? ServerName rt.mydomain.com ? ? ErrorLog "logs/virtual_host_80_for-mail_error.log" ? ? CustomLog "logs/virtual_host_80_for-mail.log" common ? ? ? ? AddDefaultCharset UTF-8 ? ? ? ? DocumentRoot "/usr/local/rt-ora/share/html" ? ? ? ? ? ? ? ? ? ? Order allow,deny ? ? ? ? ? ? Allow from all ? ? ? ? ? ? SetHandler perl-script ? ? ? ? ? ? PerlResponseHandler Plack::Handler::Apache2 ? ? ? ? ? ? PerlSetVar psgi_app /usr/local/rt-ora/sbin/rt-server ? ? ? ? ? ? ? ? ? ? ? ? ? ? use Plack::Handler::Apache2; ? ? ? ? ? ? Plack::Handler::Apache2->preload("/usr/local/rt-ora/sbin/rt-server"); ? ? ? ? And I used below parameers RTUSER=root RTPASSWORD=112211 RTSERVER=http://localhost Please tell me what I am doing wrong Thanks and Best Regards Asanka ________________________________ From: Diaulas Castro To: Asanka Gunasekera ; "rt-users at lists.bestpractical.com" Sent: Monday, 27 May 2013, 17:20 Subject: RES: RES: [rt-users] RES: Generate end of the day report and email Hello Asanka, ? From http://requesttracker.wikia.com/wiki/CLI? ? export RTUSER=your.rtusername export RTPASSWD=your rt password export RTSERVER=your.rt3.installation ? Try with /rt after domain or anything you have configured on Apache. ? RTSERVER=http://localhost/rt ? ? ? De:Asanka Gunasekera [mailto:asanka_gunasekera at yahoo.co.uk] Enviada em: segunda-feira, 27 de maio de 2013 07:59 Para: Diaulas Castro; rt-users at lists.bestpractical.com Assunto: Re: RES: [rt-users] RES: Generate end of the day report and email ? Hi Diaulas, thank you for the reply but the thing is I am unable to log in to the RT when I do below ? export RTSERVER=http://localhost ? and do? ? rt ls? ? it prompt me for a password once I enter the password and hit enter I get below error ? Query:Status!='resolved' and Status!='rejected' ? ?Strong encryption not available, switched off by externalauth=0 ? ?Password will be sent to localhost unencrypted ? ?Press CTRL-C now if you do not want to continue Password: rt: Server error: Forbidden (403) ? As the URL I tried http://x.x.x.xas well but with the same error ? Thanks and Regards ________________________________ From:Diaulas Castro To: Asanka Gunasekera ; "rt-users at lists.bestpractical.com" Sent: Wednesday, 22 May 2013, 17:20 Subject: RES: [rt-users] RES: Generate end of the day report and email ? Sorry, didnt understand your message, but from your log I think you don?t have RTSERVER variable, ? Try to add on top of script: export RTSERVER=your.rt.installation ? ? if you got error try to execute a simple /usr/bin/rt ls TICKET_NUMBER ? That script relies on output of RT CLI command. ? ? De:Asanka Gunasekera [mailto:asanka_gunasekera at yahoo.co.uk] Enviada em: quarta-feira, 22 de maio de 2013 08:38 Para: Diaulas Castro; rt-users at lists.bestpractical.com Assunto: Re: [rt-users] RES: Generate end of the day report and email ? Hi Diaulas, can you tell me the user name that the rt command is looking for since I put root (of rt) and tried some and other rt account as well, but I am getting below error ? Query:Status!='resolved' and Status!='rejected' rt: Server error: Forbidden (403) ? Thank you and Best Regards ? ________________________________ From:Diaulas Castro To: "rt-users at lists.bestpractical.com" Sent: Friday, 10 May 2013, 21:42 Subject: [rt-users] RES: Generate end of the day report and email ? Made this bash script to accomplish using RT CLI. ? Just customize ?From:?,? To:? and ?Status? search in rt ls command and schedule on crontab. ? This script will list all tickets and mail fields to temp file after that a while loop will add html tags (tables and rows) trough command sed, so I got a nice looking mail report. (http://postimg.org/image/yfmlp9307/) ? ? If you want to color the rows use this before sendmail command: ? ? sed -i -e '/Nobody/s/D2EAF1/CCCCCC/g'????????? $MAIL ? sed -i -e '/diaulas.castro/s/D2EAF1/6FCCFF/g'?? $MAIL ????This will change all tickets by nobody to gray and Diaulas.castro to light blue ? ? PS: I know! RT-CRONTOOL exist, but I m not perl expert.. =( ? ? ? #################################### export RTORDERBY=owner ? MAIL=/tmp/rel_todos_tickets_abertos.sh.mail echo "From: MY_TICKET at MY_DOMAIN.COM "??????????????? > $MAIL echo "To: DIRECTORS at MYDOMAIN.COM"???? >> $MAIL echo "MIME-Version: 1.0"??????????????????????????????? >> $MAIL echo 'Content-type: text/html; charset=iso-8859-1'????? >> $MAIL echo " boundary=`date +%s`/rt.MY.DOMAIN.COM"???? >> $MAIL echo "Subject: All open Tickets:$(date +%d/%m/%y)"?????? >> $MAIL echo ""???????????????????????????????????????????????? >> $MAIL echo ""?????????????????????????????????????????? >> $MAIL echo ""?????????????????????????????????????????? >> $MAIL echo ""????????????????????????????????????????? >> $MAIL echo ""?????????????????????????????????????????? >> $MAIL echo "" >> $MAIL echo "">>??????????????????????????????????????? $MAIL ? /usr/bin/rt ls "Status != resolved AND Status != report AND Status != plantao AND Status != stalled" -f id,subject,queue,status,owner,lastupdated |iconv -f UTF-8 -t ISO8859-1 > /tmp/rel.tmp while read line ; do ? echo? "/g" ? done < /tmp/rel.tmp >> $MAIL ? echo "
$line
">> $MAIL echo ""????????????????????????????????????????? >> $MAIL echo ""????????????????????????????????????????? >> $MAIL ? /usr/sbin/sendmail -t < $MAIL ? ? ? De:rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Asanka Gunasekera Enviada em: sexta-feira, 10 de maio de 2013 05:48 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] Generate end of the day report and email ? Hi, is there any way to auto generate end of the day report and emal this to management (all open, all new etc) ? I am using RT4 and oracle database on redhat ? Thanks and Regards -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Tue May 28 01:56:45 2013 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham GI-ID) Date: Tue, 28 May 2013 05:56:45 +0000 Subject: [rt-users] AssetTracker Custom Field Select Date problem In-Reply-To: <007401ce5a69$93072cf0$b91586d0$@bitek.com.au> References: <007401ce5a69$93072cf0$b91586d0$@bitek.com.au> Message-ID: <524815224EA2F649982D6A7BCD53BDFE2158F87B@DCEEXMBX04.ger.win.int.kn> Hi Gary, for issues with AT you should consult : https://github.com/chakatodd/rt-extension-assettracker and open an issue there. Torsten Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Gary McRae Gesendet: Montag, 27. Mai 2013 01:35 An: rt-users at lists.bestpractical.com Betreff: [rt-users] AssetTracker Custom Field Select Date problem I am having a problem with a custom field using a 'Select Date' type. Creation is no problem nor is entering data. If you open an asset and select 'Fields' then all the values previously entered are correctly reloaded from the db. The Date field though is empty and it shows the value in brackets beside the date field. If you then update any other field ie. 'Change Comment' and then 'Save Changes' the value of the date field is removed as below. Results 2013-05-27 is no longer a value for custom field Purchase Date This can easily remove data from the database. Can someone confirm this please? K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Holger Ketz (Stellv.), Jan-Hendrik K?stergarten (Stellv.), Bruno Mang, Christian Marnett?, Jens Wollesen, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Karl Gernandt -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Tue May 28 01:57:35 2013 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham GI-ID) Date: Tue, 28 May 2013 05:57:35 +0000 Subject: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy In-Reply-To: References: <00f301ce5807$2d023da0$8706b8e0$@bitek.com.au> <519EA09C.6080705@bestpractical.com> <010e01ce5815$8629d8d0$927d8a70$@bitek.com.au> <014201ce5840$9e96d780$dbc48680$@bitek.com.au> <015501ce5842$97b217c0$c7164740$@bitek.com.au> <771758B3-A878-4C2D-B08C-DF3DA6E6934E@bitek.com.au> <007201ce5a67$735c1930$5a144b90$@bitek.com.au> Message-ID: <524815224EA2F649982D6A7BCD53BDFE2158F890@DCEEXMBX04.ger.win.int.kn> Hi Gary, not sure about the Debian AT Package, but the latest, under RT4 working you should grab from https://github.com/chakatodd/rt-extension-assettracker Torsten Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Gary McRae Gesendet: Montag, 27. Mai 2013 23:40 An: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy Hi Asif, This was a new install of debian 7 (wheezy). It was the default repository, no changes to /etc/apt/sources On 28/05/2013, at 6:26 AM, Asif Iqbal > wrote: On Sun, May 26, 2013 at 7:19 PM, Gary McRae > wrote: I have carried out another test of a new debian virtual machine. Here are my installation steps: apt-get install mysql-server apt-get install mysql-client apt-get install rt4-apache2 apt-get install rt4-db-mysql apt-get install request-tracker4 vi /etc/apache2/sites-enabled/000-default service apache2 restart apt-get install rt4-extension-assettracker vi /etc/request-tracker4/RT_SiteConfig.pm service apache2 restart This works perfectly. An RT4 install with AssetTracker in 10 minutes. Amazing! what apt repository did you use or was it default? I am convinced that there must have been a change made to the apt package. Thanks to whoever fixed the problem. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bill Cole Sent: Sunday, 26 May 2013 3:38 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Installing RT4 with AssetTracker on Debian Wheezy On 24 May 2013, at 18:06, Gary McRae wrote: > I have not explained we'll. > The installation was fully from the apt repository. The files in /tmp > are from my attempts to overcome the problem. Nothing has been > installed from /tmp. > apt-get install rt4-extension-assettracker installs without any errors > being thrown up. Just the correct files do not appear. It is not > working correctly but it looks as if it is. > I have tried on a clean debian 7 install with the same result. It seems clear that the install did not actually work, since it clearly did not put the AssetTracker module anywhere. Also odd is that the perl load error does not seem to be looking for the module where the Debian package seems to be intending to install it, under /usr/share/request-tracker4/plugins/RTx-AssetTracker/. Is there anything there? This seems to be an installation problem. Does 'dpkg -s rt4-extension-assettracker' claim that the package is actually installed? -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- 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? K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Holger Ketz (Stellv.), Jan-Hendrik K?stergarten (Stellv.), Bruno Mang, Christian Marnett?, Jens Wollesen, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Karl Gernandt -------------- next part -------------- An HTML attachment was scrubbed... URL: From l.reimann at metaways.de Tue May 28 07:03:12 2013 From: l.reimann at metaways.de (Lars Reimann) Date: Tue, 28 May 2013 13:03:12 +0200 Subject: [rt-users] Communication between RT and Zendesk Message-ID: <51A48EF0.8060807@metaways.de> Hi all, we have been asked if RT works (well) together with Zendesk. I wanted to ask you all, if you have had previous experience with this. On my first impression, this could be difficult, since Zendesk uses the relation between reply and Ticket assoziation in the reply-to address (support+idXXX at subdomain.zendesk.com). Any experiences with this? greetings, l.r. From karmi at panaya.com Tue May 28 07:20:56 2013 From: karmi at panaya.com (Karmi Simonov) Date: Tue, 28 May 2013 11:20:56 +0000 Subject: [rt-users] Getting a comment preview Message-ID: <1731F6DC1B4AC24CB8B20DC41013C34905A371@XEXMBX04.services.local> Hi, Since our customers use emails to open tickets and sometimes emails are very long, I've set "Set($MaxInlineBody, 12000);" and now we get this "Message body is not shown because it is too large." message, with an option to download. I've tried finding a way to set some-kind of a preview for these messages, but with no luck. Is there a parameter I missed \ plugin I can add to have, lets say 5 lines, of a preview of the transaction text, and the download link as well? This way, we'll have the last comment visible, and the whole email to download if needed. I'm using RT 4.0.12. Thanks. Karmi Simonov | Operations Support Engineer PANAYA Making ERP Easy | www.panaya.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From diaulas.castro at intersolution.inf.br Tue May 28 07:37:21 2013 From: diaulas.castro at intersolution.inf.br (Diaulas Castro) Date: Tue, 28 May 2013 11:37:21 +0000 Subject: [rt-users] RES: RES: RES: RES: Generate end of the day report and email In-Reply-To: <1369715618.19716.YahooMailNeo@web172603.mail.ir2.yahoo.com> References: <1368175668.17358.YahooMailNeo@web172602.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A49EA3@GRXPRD8011MB606.lamprd80.prod.outlook.com> <1369222681.44539.YahooMailNeo@web172605.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A639E5@GRXPRD8011MB606.lamprd80.prod.outlook.com> <1369652315.12374.YahooMailNeo@web172602.mail.ir2.yahoo.com> <3B9178D874F56F47B616AB50C01F7B7791A67BCA@GRXPRD8011MB606.lamprd80.prod.outlook.com> <1369715618.19716.YahooMailNeo@web172603.mail.ir2.yahoo.com> Message-ID: <3B9178D874F56F47B616AB50C01F7B7791A68C5B@GRXPRD8011MB606.lamprd80.prod.outlook.com> Send your RT_SiteConfig.pm De: Asanka Gunasekera [mailto:asanka_gunasekera at yahoo.co.uk] Enviada em: ter?a-feira, 28 de maio de 2013 01:34 Para: Diaulas Castro; rt-users at lists.bestpractical.com Assunto: Re: RES: RES: [rt-users] RES: Generate end of the day report and email Hi Diaulas, I have read this document, below is my configuration ServerAdmin webmaster at dummy-host.example.com ServerName rt.mydomain.com ErrorLog "logs/virtual_host_80_for-mail_error.log" CustomLog "logs/virtual_host_80_for-mail.log" common AddDefaultCharset UTF-8 DocumentRoot "/usr/local/rt-ora/share/html" Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /usr/local/rt-ora/sbin/rt-server use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/usr/local/rt-ora/sbin/rt-server"); And I used below parameers RTUSER=root RTPASSWORD=112211 RTSERVER=http://localhost Please tell me what I am doing wrong Thanks and Best Regards Asanka ________________________________ From: Diaulas Castro > To: Asanka Gunasekera >; "rt-users at lists.bestpractical.com" > Sent: Monday, 27 May 2013, 17:20 Subject: RES: RES: [rt-users] RES: Generate end of the day report and email Hello Asanka, From http://requesttracker.wikia.com/wiki/CLI export RTUSER=your.rtusername export RTPASSWD=your rt password export RTSERVER=your.rt3.installation Try with /rt after domain or anything you have configured on Apache. RTSERVER=http://localhost/rt De: Asanka Gunasekera [mailto:asanka_gunasekera at yahoo.co.uk] Enviada em: segunda-feira, 27 de maio de 2013 07:59 Para: Diaulas Castro; rt-users at lists.bestpractical.com Assunto: Re: RES: [rt-users] RES: Generate end of the day report and email Hi Diaulas, thank you for the reply but the thing is I am unable to log in to the RT when I do below export RTSERVER=http://localhost and do rt ls it prompt me for a password once I enter the password and hit enter I get below error Query:Status!='resolved' and Status!='rejected' Strong encryption not available, switched off by externalauth=0 Password will be sent to localhost unencrypted Press CTRL-C now if you do not want to continue Password: rt: Server error: Forbidden (403) As the URL I tried http://x.x.x.x as well but with the same error Thanks and Regards ________________________________ From: Diaulas Castro > To: Asanka Gunasekera >; "rt-users at lists.bestpractical.com" > Sent: Wednesday, 22 May 2013, 17:20 Subject: RES: [rt-users] RES: Generate end of the day report and email Sorry, didnt understand your message, but from your log I think you don?t have RTSERVER variable, Try to add on top of script: export RTSERVER=your.rt.installation if you got error try to execute a simple /usr/bin/rt ls TICKET_NUMBER That script relies on output of RT CLI command. De: Asanka Gunasekera [mailto:asanka_gunasekera at yahoo.co.uk] Enviada em: quarta-feira, 22 de maio de 2013 08:38 Para: Diaulas Castro; rt-users at lists.bestpractical.com Assunto: Re: [rt-users] RES: Generate end of the day report and email Hi Diaulas, can you tell me the user name that the rt command is looking for since I put root (of rt) and tried some and other rt account as well, but I am getting below error Query:Status!='resolved' and Status!='rejected' rt: Server error: Forbidden (403) Thank you and Best Regards ________________________________ From: Diaulas Castro > To: "rt-users at lists.bestpractical.com" > Sent: Friday, 10 May 2013, 21:42 Subject: [rt-users] RES: Generate end of the day report and email Made this bash script to accomplish using RT CLI. Just customize ?From:?, To:? and ?Status? search in rt ls command and schedule on crontab. This script will list all tickets and mail fields to temp file after that a while loop will add html tags (tables and rows) trough command sed, so I got a nice looking mail report. (http://postimg.org/image/yfmlp9307/) If you want to color the rows use this before sendmail command: sed -i -e '/Nobody/s/D2EAF1/CCCCCC/g' $MAIL sed -i -e '/diaulas.castro/s/D2EAF1/6FCCFF/g' $MAIL This will change all tickets by nobody to gray and Diaulas.castro to light blue PS: I know! RT-CRONTOOL exist, but I m not perl expert.. =( #################################### export RTORDERBY=owner MAIL=/tmp/rel_todos_tickets_abertos.sh.mail echo "From: MY_TICKET at MY_DOMAIN.COM " > $MAIL echo "To: DIRECTORS at MYDOMAIN.COM" >> $MAIL echo "MIME-Version: 1.0" >> $MAIL echo 'Content-type: text/html; charset=iso-8859-1' >> $MAIL echo " boundary=`date +%s`/rt.MY.DOMAIN.COM" >> $MAIL echo "Subject: All open Tickets:$(date +%d/%m/%y)" >> $MAIL echo "" >> $MAIL echo "" >> $MAIL echo "" >> $MAIL echo "" >> $MAIL echo "" >> $MAIL echo "" >> $MAIL echo "">> $MAIL /usr/bin/rt ls "Status != resolved AND Status != report AND Status != plantao AND Status != stalled" -f id,subject,queue,status,owner,lastupdated |iconv -f UTF-8 -t ISO8859-1 > /tmp/rel.tmp while read line ; do echo "/g" done < /tmp/rel.tmp >> $MAIL echo "
$line
">> $MAIL echo "" >> $MAIL echo "" >> $MAIL /usr/sbin/sendmail -t < $MAIL De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Asanka Gunasekera Enviada em: sexta-feira, 10 de maio de 2013 05:48 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] Generate end of the day report and email Hi, is there any way to auto generate end of the day report and emal this to management (all open, all new etc) I am using RT4 and oracle database on redhat Thanks and Regards -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From mail at psvlan.com Tue May 28 09:21:31 2013 From: mail at psvlan.com (Sergey Putko) Date: Tue, 28 May 2013 16:21:31 +0300 Subject: [rt-users] RT Content NOT LIKE search failed Message-ID: <2547923E-7F95-4E44-93D8-298B0B322CD7@psvlan.com> Hello, I found some bug with search on my system: perl-5.14.2_3 rt-4.0.10_1 percona-server-5.5.31.30.3 I use it without sphinx, in RT_SiteConfig.pm: Set(%FullTextSearch, Enable => 1, Indexed => 0,); Search like: [Content LIKE 'Intel' AND Status = 'open' AND Queue = 'support'] showed me ticket with ids: 15, 18, 26 When I need search and not include "Intel" in result: [Content NOT LIKE 'Intel' AND ( Status = 'open' AND Queue = 'support' )] its showed me ticket ids: 10, 11, 12, 13, 15, 17,18,22, 25,26,28,30 So "NOT LIKE" doesn't works . For Subject its works, only with Content I see fails. Maybe I'm wrong? But I see something error like this in this thread: http://comments.gmane.org/gmane.comp.bug-tracking.request-tracker.devel/6725 Thanks. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4127 bytes Desc: not available URL: From JThuau at spacex.com Tue May 28 09:55:00 2013 From: JThuau at spacex.com (Jok Thuau) Date: Tue, 28 May 2013 13:55:00 +0000 Subject: [rt-users] Communication between RT and Zendesk In-Reply-To: <51A48EF0.8060807@metaways.de> References: <51A48EF0.8060807@metaways.de> Message-ID: <3D7B6F6E-47A3-45FC-8143-7C9458E9D121@spacex.com> I am using procmail to change the address before mail reaches rt. I'm using (almost successfully) command by mail on both sides to update requesters and queue based on the content of the email. There is a workflow in zen desk to close the ticket there and send an email with tags at the top to rt, where procmail/scripts take care of cleaning up. Jok On May 28, 2013, at 4:03 AM, "Lars Reimann" wrote: > Hi all, > > we have been asked if RT works (well) together with Zendesk. I wanted to ask you all, if you have had previous experience with this. > > On my first impression, this could be difficult, since Zendesk uses the relation between reply and Ticket assoziation in the reply-to address (support+idXXX at subdomain.zendesk.com). > > Any experiences with this? > > greetings, > l.r. > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training From g.mason at fairfx.com Tue May 28 09:59:25 2013 From: g.mason at fairfx.com (saxmad) Date: Tue, 28 May 2013 06:59:25 -0700 (PDT) Subject: [rt-users] Problems upgrading from 3.9.3 In-Reply-To: References: <517801DD.4080808@bestpractical.com> <1366881764757-53610.post@n7.nabble.com> <1367504461280-53710.post@n7.nabble.com> <1368547054458-53840.post@n7.nabble.com> <5192900C.2010506@bestpractical.com> <1368801467868-53907.post@n7.nabble.com> Message-ID: <1369749565708-54053.post@n7.nabble.com> Thanks to all, but especially Ruslan. Upgrading that perl module to the latest version did indeed fix the issue and I was able to do a full migration from 3.6.7 to 4.0.7 on Postgresql 9.2. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problems-upgrading-from-3-9-3-tp53543p54053.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From SJC at qvii.com Tue May 28 10:03:10 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Tue, 28 May 2013 10:03:10 -0400 Subject: [rt-users] MSMTP doesn't run References: <4DD6AB329450D847913EA76D7F3C6B8312A2B5E2@valkyrie.ogp.qvii.com> Message-ID: <4DD6AB329450D847913EA76D7F3C6B8312A2BAE0@valkyrie.ogp.qvii.com> It looks like it was a configuration issue. I changed some file permissions & dropped authentication and it is working fine, but is causing a new problem. Will start a new thread for that. Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue May 28 10:26:29 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 28 May 2013 18:26:29 +0400 Subject: [rt-users] Problems upgrading from 3.9.3 In-Reply-To: <1369749565708-54053.post@n7.nabble.com> References: <517801DD.4080808@bestpractical.com> <1366881764757-53610.post@n7.nabble.com> <1367504461280-53710.post@n7.nabble.com> <1368547054458-53840.post@n7.nabble.com> <5192900C.2010506@bestpractical.com> <1368801467868-53907.post@n7.nabble.com> <1369749565708-54053.post@n7.nabble.com> Message-ID: On Tue, May 28, 2013 at 5:59 PM, saxmad wrote: > Thanks to all, but especially Ruslan. > > Upgrading that perl module to the latest version did indeed fix the issue > and I was able to do a full migration from 3.6.7 to 4.0.7 on Postgresql > 9.2. > > Good to know. We're planning to updated upgrade scripts so they throw more meaningful errors in this situation. We can not bump dependency for all users on Pg. > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Problems-upgrading-from-3-9-3-tp53543p54053.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue May 28 10:31:18 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 28 May 2013 18:31:18 +0400 Subject: [rt-users] RT Content NOT LIKE search failed In-Reply-To: <2547923E-7F95-4E44-93D8-298B0B322CD7@psvlan.com> References: <2547923E-7F95-4E44-93D8-298B0B322CD7@psvlan.com> Message-ID: Hi, It works, but in not expected way. It probably finds all tickets that have at least one reply without the text. You probably want tickets that don't mention the word at all. Feel free to file a bug report, but it would be treated as feature request and I'm pretty sure it wouldn't be implemented in RT 4.0. On Tue, May 28, 2013 at 5:21 PM, Sergey Putko wrote: > Hello, > > I found some bug with search on my system: > perl-5.14.2_3 > rt-4.0.10_1 > percona-server-5.5.31.30.3 > > I use it without sphinx, in RT_SiteConfig.pm: Set(%FullTextSearch, Enable > => 1, Indexed => 0,); > > Search like: [Content LIKE 'Intel' AND Status = 'open' AND Queue = > 'support'] showed me ticket with ids: 15, 18, 26 > When I need search and not include "Intel" in result: [Content NOT LIKE > 'Intel' AND ( Status = 'open' AND Queue = 'support' )] its showed me > ticket ids: 10, 11, 12, 13, 15, 17,18,22, 25,26,28,30 > > So "NOT LIKE" doesn't works . For Subject its works, only with Content I > see fails. > > Maybe I'm wrong? But I see something error like this in this thread: > http://comments.gmane.org/gmane.comp.bug-tracking.request-tracker.devel/6725 > > Thanks. > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue May 28 10:36:11 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 28 May 2013 18:36:11 +0400 Subject: [rt-users] Getting a comment preview In-Reply-To: <1731F6DC1B4AC24CB8B20DC41013C34905A371@XEXMBX04.services.local> References: <1731F6DC1B4AC24CB8B20DC41013C34905A371@XEXMBX04.services.local> Message-ID: On Tue, May 28, 2013 at 3:20 PM, Karmi Simonov wrote: > Hi,**** > > ** ** > > Since our customers use emails to open tickets and sometimes emails are > very long, I?ve set ?Set($MaxInlineBody, 12000);? and now we get this ?Message > body is not shown because it is too large.? message, with an option to > download.**** > > I?ve tried finding a way to set some-kind of a preview for these messages, > but with no luck.**** > > ** ** > > Is there a parameter I missed \ plugin I can add to have, lets say 5 > lines, of a preview of the transaction text, and the download link as well? > **** > > This way, we?ll have the last comment visible, and the whole email to > download if needed.**** > > ** ** > > I?m using RT 4.0.12. > No, you're not missing. You can set TrustHTMLAttahcments option then your user would be able to see reply (most probably those are HTML replies), but this is not safe as that view is not scrubbed from bad HTML. > **** > > ** ** > > Thanks.**** > > ** ** > > *Karmi Simonov** | **Operations Support Engineer* > > *P**A**N**A**Y**A** **Making ERP Easy* | www.panaya.com**** > > ** ** > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue May 28 10:54:26 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 28 May 2013 18:54:26 +0400 Subject: [rt-users] Trace ticket flow when move to another queue In-Reply-To: <1368068394393-53758.post@n7.nabble.com> References: <1368068394393-53758.post@n7.nabble.com> Message-ID: Hi, If you don't have adavanced RT customization skills then the easiest way is to create a custom fields, for example "Originated in", and a scrip that on create sets the field to name of the queue where ticket was created. All bits for such scrip are on the wiki in Snippets articles, search, try and get back to us if you fail. With such custom field people would be able to search by value of the CF. With command line script and some SQL magic you can figure out value and set CF for existing tickets. Magic is required to walk back history (Transactions table) to get value. Everything else is simple, but first take care of the scrip as you will need code from the scrip to finish command line tool. On Thu, May 9, 2013 at 6:59 AM, nonnick wrote: > Hi all, > > I want to trace ticket when it's moved to another Queue. This is my > scenario: > > Our RT system have a few queue ( CS, IT, ACC, HR ...) > Some tickets create in my CS queue and i must change to another queue to > resolved ticket. > For example: > > TICKETA is created in Queue CS, CS must change that issue to ACC Queue, > Accountant will see and solve that issue or move it to another Queues (IT, > HR...) if they could not solve problem, when that issue has been solved > they > will comment done and move back CS queue. CS will takes a look and change > status of TICKETA to resolved. > > All that I need is admin of CS Queue can monitor that where's TICKETA > when it travelling around Queues, what's its status and how much time it > takes in every Queue. He's just admin of CS Queue and have no privileges in > another. > > There are so many these case in our RT system, I want admin of CS Queue > can trace all tickets are originated form his queue and I also want to have > a search that can overview all these tickets. How long do they hang in a > queue, how much time it take, and where are they. > > I'm newbie here. > Thanks so much for your help! > Sorry for my bad in English, > > Best Regards, > Nonnick. > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Trace-ticket-flow-when-move-to-another-queue-tp53758.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Tue May 28 11:16:03 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Tue, 28 May 2013 11:16:03 -0400 Subject: [rt-users] Problem with multple new tickets on same subject In-Reply-To: <20130509172311.GM27807@aart.rice.edu> References: <20130509172311.GM27807@aart.rice.edu> Message-ID: On Thu, May 9, 2013 at 1:23 PM, ktm at rice.edu wrote: > On Thu, May 09, 2013 at 05:14:59PM +0100, M? Eugenia Moreno wrote: > > I am not sure if there is any solution to this. I have been digging > > everywhere for information but I couldn't find any solution. > > > > I am currently using RT 4 as the ticketing system in my company. Below is > > the scenario: > > > > Colleague A emails to the RT?s email and include Colleague B in the loop > as > > Cc. > > > > RT create new ticket (#1 New Test Ticket) and send auto reply email > > to Colleague A with Ticket ID. > > > > Colleague B ?reply all? on the original email sent by Colleague A thus > > creating another ticket on RT (#2 RE: New Test Ticket). > > > > Is there a way to recognize the subject text instead of the ticket ID to > > avoid the creation of a new ticket? The ideal situation would be to add B > > email to the same ticket of A email instead of creating a new ticket. At > > the moment I am doing manually, I go to RT interface and link ticket #2 > to > > ticket #1. > > > > I would be very grateful if someone could help. > > > > Thanks a lot, > > > > Maria > > Hi Maria, > > You may want to take a look at this set of patches: > > http://code.google.com/p/rt-references/ > > We use something very similar in-house. > > Can you show what you did different ? I am looking into this code and planning to test it out. > Regards, > Ken > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training -- 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 ktm at rice.edu Tue May 28 11:34:34 2013 From: ktm at rice.edu (ktm at rice.edu) Date: Tue, 28 May 2013 10:34:34 -0500 Subject: [rt-users] Problem with multple new tickets on same subject In-Reply-To: References: <20130509172311.GM27807@aart.rice.edu> Message-ID: <20130528153434.GP12507@aart.rice.edu> On Tue, May 28, 2013 at 11:16:03AM -0400, Asif Iqbal wrote: > On Thu, May 9, 2013 at 1:23 PM, ktm at rice.edu wrote: > > > On Thu, May 09, 2013 at 05:14:59PM +0100, M? Eugenia Moreno wrote: > > > I am not sure if there is any solution to this. I have been digging > > > everywhere for information but I couldn't find any solution. > > > > > > I am currently using RT 4 as the ticketing system in my company. Below is > > > the scenario: > > > > > > Colleague A emails to the RT?s email and include Colleague B in the loop > > as > > > Cc. > > > > > > RT create new ticket (#1 New Test Ticket) and send auto reply email > > > to Colleague A with Ticket ID. > > > > > > Colleague B ?reply all? on the original email sent by Colleague A thus > > > creating another ticket on RT (#2 RE: New Test Ticket). > > > > > > Is there a way to recognize the subject text instead of the ticket ID to > > > avoid the creation of a new ticket? The ideal situation would be to add B > > > email to the same ticket of A email instead of creating a new ticket. At > > > the moment I am doing manually, I go to RT interface and link ticket #2 > > to > > > ticket #1. > > > > > > I would be very grateful if someone could help. > > > > > > Thanks a lot, > > > > > > Maria > > > > Hi Maria, > > > > You may want to take a look at this set of patches: > > > > http://code.google.com/p/rt-references/ > > > > We use something very similar in-house. > > > > > Can you show what you did different ? I am looking into this code and > planning to test it out. > Our old code only handles the In-Reply-To: header and does not look for the References: header and uses a direct SQL query to look up the message ids, yuck. The code at the link above uses the more standard API's. If you only want to use the In-Reply-To: headers, just delete/comment out the sections for References:. Regards, Ken From falcone at bestpractical.com Tue May 28 12:08:36 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 28 May 2013 12:08:36 -0400 Subject: [rt-users] TimedNotifications - RT-Send-Cc broken? In-Reply-To: <15DF9116EFA72B41BA18ECC2ABD870F5037936808F@uslaxmail02> References: <15DF9116EFA72B41BA18ECC2ABD870F5037936808F@uslaxmail02> Message-ID: <20130528160836.GA21910@jibsheet.com> On Wed, Apr 24, 2013 at 10:08:31AM -0700, Andrew Marosi wrote: > I'm following http://requesttracker.wikia.com/wiki/TimedNotifications > in efforts to setup a crude reminder based off a RT::Search::FromSQL > query however in the template it has 'RT-Send-Cc: user at domain.com' and > that is not working when running the rt-crontool calling the template. > > I get an email as a watcher, but the email contains the RT-Send-Cc > line of code IN the subject line....What am I doing wrong? I've looked > at the logs in debug mode and included a scrubbed version below. I'd guess that your RT-Send-Cc: isn't fully flush to the left of your template and as such RT thinks it is a folded Subject: line. You may find it easier to implement this type of thing using http://bestpractical.com/rt/docs/latest/rt-email-group-admin.html which allows you to send mail to an arbitrary group of users. This also avoids recording a comment and instead just sends the mail since your action is --action RT::Action::NotifyGroup --action-arg managers -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 May 28 12:09:50 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 28 May 2013 12:09:50 -0400 Subject: [rt-users] ShowGlobalTemplates In-Reply-To: <516EE028.3050706@jonesmail.me> References: <516EE028.3050706@jonesmail.me> Message-ID: <20130528160950.GB21910@jibsheet.com> On Wed, Apr 17, 2013 at 12:47:20PM -0500, Russell Jones wrote: > What does the ShowGlobalTemplates permission actually do? I can't > seem to find a difference in a user who has it and doesn't have it > granted. It's the global variant of the Queue level ShowTemplate. As opposed to ModifyTemplate, which lets you see and modify templates (when paired with ExecuteCode) ShowTemplate/ShowGlobalTemplates would let you see the content of the templates but shouldn't let you modify them. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From kenn.crocker at gmail.com Tue May 28 12:20:05 2013 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Tue, 28 May 2013 09:20:05 -0700 Subject: [rt-users] Problem with multple new tickets on same subject Message-ID: <5027422687478430687@unknownmsgid> We had the same problem and opted to train our users to NOT use "Reply All" and then we put that instruction in ALL our templates at the top. Kenn Sent from my Windows Phone From: ktm at rice.edu Sent: 5/28/2013 8:34 AM To: Asif Iqbal Cc: rt-users Users Subject: Re: [rt-users] Problem with multple new tickets on same subject On Tue, May 28, 2013 at 11:16:03AM -0400, Asif Iqbal wrote: > On Thu, May 9, 2013 at 1:23 PM, ktm at rice.edu wrote: > > > On Thu, May 09, 2013 at 05:14:59PM +0100, M? Eugenia Moreno wrote: > > > I am not sure if there is any solution to this. I have been digging > > > everywhere for information but I couldn't find any solution. > > > > > > I am currently using RT 4 as the ticketing system in my company. Below is > > > the scenario: > > > > > > Colleague A emails to the RT?s email and include Colleague B in the loop > > as > > > Cc. > > > > > > RT create new ticket (#1 New Test Ticket) and send auto reply email > > > to Colleague A with Ticket ID. > > > > > > Colleague B ?reply all? on the original email sent by Colleague A thus > > > creating another ticket on RT (#2 RE: New Test Ticket). > > > > > > Is there a way to recognize the subject text instead of the ticket ID to > > > avoid the creation of a new ticket? The ideal situation would be to add B > > > email to the same ticket of A email instead of creating a new ticket. At > > > the moment I am doing manually, I go to RT interface and link ticket #2 > > to > > > ticket #1. > > > > > > I would be very grateful if someone could help. > > > > > > Thanks a lot, > > > > > > Maria > > > > Hi Maria, > > > > You may want to take a look at this set of patches: > > > > http://code.google.com/p/rt-references/ > > > > We use something very similar in-house. > > > > > Can you show what you did different ? I am looking into this code and > planning to test it out. > Our old code only handles the In-Reply-To: header and does not look for the References: header and uses a direct SQL query to look up the message ids, yuck. The code at the link above uses the more standard API's. If you only want to use the In-Reply-To: headers, just delete/comment out the sections for References:. Regards, Ken -- RT Training in Seattle, June 19-20: http://bestpractical.com/training From vadud3 at gmail.com Tue May 28 12:23:59 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Tue, 28 May 2013 12:23:59 -0400 Subject: [rt-users] Problem with multple new tickets on same subject In-Reply-To: <5027422687478430687@unknownmsgid> References: <5027422687478430687@unknownmsgid> Message-ID: On Tue, May 28, 2013 at 12:20 PM, Kenneth Crocker wrote: > We had the same problem and opted to train our users to NOT use "Reply > All" and then we put that instruction in ALL our templates at the top. > > We have very little faith in our users. They are very good at ignoring instructions. I am curious what kind of wording you put in your template which you suggest to be working. -- 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 May 28 12:43:19 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 28 May 2013 12:43:19 -0400 Subject: [rt-users] Hardcoded Bookmarked Ticked Rows to 999 by Ruz In-Reply-To: References: Message-ID: <20130528164319.GC21910@jibsheet.com> On Wed, May 08, 2013 at 06:56:25PM +0200, pavel.sidlo at linuxbox.cz wrote: > One user complained about broken "Rows per page" in "Bookmarken Tickets". After some searching > I found this commit in html/Elements/ShowSearch: > [1]https://github.com/bestpractical/rt/commit/00257eac62dd4955934d7350e5a3395e57e0069c#html/Elements/ShowSearch > > It contains hardcoded limit for Bookmarked tickets: > if ( $_->{'Query'} =~ /__Bookmarked__/ ) { > $_->{'Rows'} = 999; > } > elsif ( $_->{'Query'} =~ /__Bookmarks__/ ) { > $_->{'Rows'} = 999; > > Is it necessary for some functionality? Is it safe to remove this condition in local copy of > ShowSearch file? > I suspect this dates from 3.8.0/3.8.1 when Bookmarks were presented as a very custom search, rather than as "id = '__Bookmarked__'" While the latter part should remain because it's more or less a dead path, do you want to try out the following patch and see if it fixes what your user is seeing? https://github.com/bestpractical/rt/commit/240a9e033394a6d95cb2af4ed6ee452b060ef165.patch You'll want to clear your mason cache and restart apache after applying. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From steve.hopps at gmail.com Tue May 28 13:27:00 2013 From: steve.hopps at gmail.com (Steve Hopps) Date: Tue, 28 May 2013 12:27:00 -0500 Subject: [rt-users] best low-cost hosting for RT4 Message-ID: Can anyone recommend a reliable low cost hosting provider who offers the features required for a full-featured RT4 install? (including email and smtp) I understand Gossamer is the recommended provider of managed hosting, but I don't need anyone to manage the site for me, I only need it hosted and to have necessary access rights. I am hoping to spend less than $10/mo. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue May 28 13:42:07 2013 From: ktm at rice.edu (ktm at rice.edu) Date: Tue, 28 May 2013 12:42:07 -0500 Subject: [rt-users] Problem with multple new tickets on same subject In-Reply-To: References: <5027422687478430687@unknownmsgid> Message-ID: <20130528174207.GS12507@aart.rice.edu> On Tue, May 28, 2013 at 12:23:59PM -0400, Asif Iqbal wrote: > On Tue, May 28, 2013 at 12:20 PM, Kenneth Crocker wrote: > > > We had the same problem and opted to train our users to NOT use "Reply > > All" and then we put that instruction in ALL our templates at the top. > > > > > > We have very little faith in our users. They are very good at ignoring > instructions. > > I am curious what kind of wording you put in your template which you suggest > to be working. > In our case, we tried the discouraging the use of "Reply All" but kept running into workflows where it was needed unless the entire workflow was redesigned. After the 2nd reasonable case, we opt-ed for the programatic solution and everyone is satisfied with it. Regards, Ken From SJC at qvii.com Tue May 28 14:13:29 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Tue, 28 May 2013 14:13:29 -0400 Subject: [rt-users] MSMTP works for sending, but receiving is now broken - And why a full MTA? Message-ID: <4DD6AB329450D847913EA76D7F3C6B8312A64D08@valkyrie.ogp.qvii.com> This is for Asif AND Thomas in regards to my previous email about MSMTP. First, I did manage to get MSMTP working to send email out. While outgoing mail worked, incoming via fetchmail suddenly stopped complaining it couldn't bind to 127.0.0.1 port 25: name 0: connection to localhost:smtp [127.0.0.1/25] failed: Connection refused. Now, to get to the question Thomas posed to me as well as for clarification: We're looking to deploy a second RT instance for our Service Department (our IT Dept system might get rebuilt as I have yet to get an answer from the distro list as to why my file attachments can now no longer be over 1MB after a database mangling). This ticket desk needs to communicate to clients our on the Internet. The thinking was to just have a simple SMTP agent to send the mail out & have fetchmail poll the server for incoming versus running a full-on mail server. We run an Exchange server that relays out to a Postfix server, then to the Internet. Why is it Postfix is needed? Why can't I have lighter weight agents do the work instead? The problem I had with Postfix is for some reason on my new RT system the moment I add the smtpd_recipient_restrictions and put anything down there to restrict, Postfix stops working completely. I want to control what email addresses leave the system. Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Tue May 28 15:19:09 2013 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Tue, 28 May 2013 12:19:09 -0700 Subject: [rt-users] Problem with multple new tickets on same subject Message-ID: <-6582763871614799766@unknownmsgid> Setting up response emails to match the workflows is key. You have to keep the global responses to a minimum and develop based on the workflow design for each step/queue in the workflow process. Kenn Sent from my Windows Phone From: ktm at rice.edu Sent: 5/28/2013 10:42 AM To: Asif Iqbal Cc: Kenneth Crocker; rt-users Users Subject: Re: [rt-users] Problem with multple new tickets on same subject On Tue, May 28, 2013 at 12:23:59PM -0400, Asif Iqbal wrote: > On Tue, May 28, 2013 at 12:20 PM, Kenneth Crocker wrote: > > > We had the same problem and opted to train our users to NOT use "Reply > > All" and then we put that instruction in ALL our templates at the top. > > > > > > We have very little faith in our users. They are very good at ignoring > instructions. > > I am curious what kind of wording you put in your template which you suggest > to be working. > In our case, we tried the discouraging the use of "Reply All" but kept running into workflows where it was needed unless the entire workflow was redesigned. After the 2nd reasonable case, we opt-ed for the programatic solution and everyone is satisfied with it. Regards, Ken From falcone at bestpractical.com Tue May 28 15:44:40 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 28 May 2013 15:44:40 -0400 Subject: [rt-users] make upgrade-database error In-Reply-To: <28c487ee3a63cafc9e3b3f92f3e1128c@xs4all.nl> References: <4F58C9AD.1050603@bestpractical.com> <28c487ee3a63cafc9e3b3f92f3e1128c@xs4all.nl> Message-ID: <20130528194440.GD21910@jibsheet.com> On Fri, May 03, 2013 at 02:47:24PM +0200, Kai Storbeck wrote: > I dug this thread up from the archives, as I ran into the same error > while doing a test upgrade. > > IIUC, every CustomFieldValue needs to be updated to contain a > category field from the old attributes table. Since this doesn't break on a 'clean' RT 3.8 with categories, I - like ruz - suspect some bad data in your tables. I'd like to see what he requested. > >SELECT ObjectId, Content FROM Attributes WHERE > >Name = 'Category' AND ObjectType = 'RT::CustomFieldValue'; Or potentially a slightly modified form: SELECT Content, CustomFieldValues.id, CustomFieldValues.Name FROM Attributes, CustomFieldValues WHERE Attributes.Name = 'Category' AND ObjectType = 'RT::CustomFieldValue' AND CustomFieldValues.id = Attributes.ObjectId; Tweak that to find the places with multiple values. > Are you sure the original SQL is correct? The original SQL works fine on a test upgrade. -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 May 28 15:52:02 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 28 May 2013 15:52:02 -0400 Subject: [rt-users] __TimeLeft__ no value in the column In-Reply-To: <1368179159.61286.YahooMailNeo@web172601.mail.ir2.yahoo.com> References: <1368179159.61286.YahooMailNeo@web172601.mail.ir2.yahoo.com> Message-ID: <20130528195202.GE21910@jibsheet.com> On Fri, May 10, 2013 at 10:45:59AM +0100, Asanka Gunasekera wrote: > Hi I have added below to the RT_SiteConfig.pm and all are working fine except the > "__TimeLeft__" it just come as an empty column, can any one tell me how to rectify this. I am > using RT4, oracle db and Redhat linux After fixing several other errors in your format (use __WebPath__ instead of $RT::WebPath and this line is wrong: '> Set ($DefaultSearchResultFormat, qq{ > '__id__/TITLE:#', > '__QueueName__', > '> HREF="$RT::WebPath/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject', > '__Status__', > '__OwnerName__', > '__Priority__', > '__CustomField.{SLA}__', > '__NEWLINE__', > '', > '__Requestors__', > '__CreatedRelative__', > '__ToldRelative__', > '__LastUpdatedRelative__', > '__Created__/TITLE:Create Date', > '__TimeLeft__' > }); -------------- 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 May 28 15:56:24 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 28 May 2013 15:56:24 -0400 Subject: [rt-users] RT::Extension::QuickUpdate feature request In-Reply-To: References: Message-ID: <20130528195624.GF21910@jibsheet.com> On Tue, May 14, 2013 at 08:51:46AM -0400, Darin Perusich wrote: > I was wanting to create a feature request for > RT::Extension::QuickUpdate but there's no project for it in CPAN or > way to create github issues so I'm posting it here instead. > > I'd like to see QuickUpdate extended to support PriorityAsString's if > that extension's been enabled, or provide a configuration option to > enable it. The majority of the time when setting the priority it's > done via QuickUpdate, users will try and type low|meduim|high into the > field, and it will unify the Priority display in the UI. Are you up to sending a GitHub pull request that replaces the line which displays a text box for the Priority with a call to SelectPriority? That's all that should be required to make it work with PriorityAsString. -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 May 28 16:00:57 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 28 May 2013 16:00:57 -0400 Subject: [rt-users] auto-populate email from short username? In-Reply-To: <519417A1.1010605@usc.edu> References: <519417A1.1010605@usc.edu> Message-ID: <20130528200057.GG21910@jibsheet.com> On Wed, May 15, 2013 at 04:17:53PM -0700, Philip Brown wrote: > On 5/15/13 3:27 PM, Jok Thuau wrote: > >It would be an interesting scrip, but I believe you would be able to > >update the user from a "on create" scrip, and update that one user's email > >from ldap. > > other than I want this to be "from account name", not "from ldap", > this sounds fine.:] As mentioned earlier by my colleague, you can use http://bestpractical.com/rt/docs/latest/RT/User.html#CanonicalizeUserInfo-HASH-of-ARGS to massage the user data during creation. It used to be quite common to glue together a few snippets of CanonicalizeUserInfo along with WebCanonicalizeInfo in order to set up user information after creation during login. These days I almost never use those hooks because people just pull from AD. > but... isnt an "on create" script, related to *ticket creation*, not > user creation? It is. -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 May 28 16:06:48 2013 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 28 May 2013 16:06:48 -0400 Subject: [rt-users] MSMTP works for sending, but receiving is now broken - And why a full MTA? In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B8312A64D08@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B8312A64D08@valkyrie.ogp.qvii.com> Message-ID: <20130528200648.GH21910@jibsheet.com> On Tue, May 28, 2013 at 02:13:29PM -0400, Cena, Stephen (ext. 300) wrote: > First, I did manage to get MSMTP working to send email out. While outgoing mail worked, > incoming via fetchmail suddenly stopped complaining it couldn't bind to 127.0.0.1 port 25: > > name 0: connection to localhost:smtp [127.0.0.1/25] failed: Connection refused. You turned off postfix, which listened on localhost:smtp. If you want to inject into a local MTA from fetchmail, then you need to have a local MTA. If you don't want a local MTA then you need to configure fetchmail to run rt-mailgate directly or via a delivery agent such as procmail. > We're looking to deploy a second RT instance for our Service Department (our IT Dept system > might get rebuilt as I have yet to get an answer from the distro list as to why my file > attachments can now no longer be over 1MB after a database mangling). Are you referring to this question, which was answered last week? http://lists.bestpractical.com/pipermail/rt-users/2013-May/080290.html > This ticket desk needs to communicate to clients our on the > Internet. The thinking was to just have a simple SMTP agent to send > the mail out & have fetchmail poll the server for incoming versus > running a full-on mail server. Postfix is fantastic for this. It runs trivially in a relay-only-mode and is much more widely tested and supported than something like msmtp. > We run an Exchange server that relays out to a Postfix server, then to the Internet. > > Why is it Postfix is needed? Why can't I have lighter weight agents do the work instead? The > problem I had with Postfix is for some reason on my new RT system the moment I add the > smtpd_recipient_restrictions and put anything down there to restrict, Postfix stops working > completely. I want to control what email addresses leave the system. So, there was a postfix configuration problem and you've now spent how many hours trying to set up msmtp instead? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From ppb at usc.edu Tue May 28 16:12:33 2013 From: ppb at usc.edu (Philip Brown) Date: Tue, 28 May 2013 13:12:33 -0700 Subject: [rt-users] auto-populate email from short username? In-Reply-To: <20130528200057.GG21910@jibsheet.com> References: <519417A1.1010605@usc.edu> <20130528200057.GG21910@jibsheet.com> Message-ID: <51A50FB1.6060609@usc.edu> On 05/28/13 01:00 PM, Kevin Falcone wrote: > As mentioned earlier by my colleague, you can use > http://bestpractical.com/rt/docs/latest/RT/User.html#CanonicalizeUserInfo-HASH-of-ARGS > to massage the user data during creation. Thanks for the reference. However... that particular link seems to merely "reference" that the capability exists somehow. I cant' fathom how to use it. Could you point me to any examples of how to actually use it, please? From kriggle at akamai.com Tue May 28 18:58:45 2013 From: kriggle at akamai.com (Riggle, Kevin) Date: Tue, 28 May 2013 18:58:45 -0400 Subject: [rt-users] defanging URLs in incoming e-mails? Message-ID: Hi all, I'm setting up RT to handle incoming e-mails which may contain URLs linking to malicious sites. We want to display incoming URLs so that our users can't accidentally click on them and visit the malicious site. We *also* want to defang the URLs in the e-mails we send out so that our users' mail clients don't cleverly linkfy them and make it easy for our users to accidentally click on them. It looks like the first goal, and only the first goal, is easily achieved via extending MakeClicky. Accomplishing the second goal might achieve the first goal as well, however. It looks like RT's MailPlugins are only for go/no-go filtering and authentication, and aren't intended to be used to modify the body of the message before it is made into a transaction. (Or will changes to the MIME::Entity be honored?) It looks like Scrips are processed too late. I could of course modify their templates to defang the URLs before sending, which together with MakeClicky would solve the problem, but I'd prefer not to store the offending URLs undefanged in the database at all. Is there a better way to do this that I'm missing? - Kevin From jmates at uw.edu Tue May 28 19:16:39 2013 From: jmates at uw.edu (Jeremy Mates =?utf-8?B?KOOCpOODs+OCv+ODvOODjeODg+ODiOmFjeeuoeW3pSk=?=) Date: Tue, 28 May 2013 23:16:39 +0000 Subject: [rt-users] defanging URLs in incoming e-mails? In-Reply-To: References: Message-ID: <20130528231638.GU14363@valen.ee.washington.edu> * Riggle, Kevin > It looks like Scrips are processed too late. I could of course modify > their templates to defang the URLs before sending, which together with > MakeClicky would solve the problem, but I'd prefer not to store the > offending URLs undefanged in the database at all. > > Is there a better way to do this that I'm missing? Something like MIMEDefang in the MTA might be one way to go. From gary.m at bitek.com.au Tue May 28 19:32:42 2013 From: gary.m at bitek.com.au (Gary McRae) Date: Wed, 29 May 2013 09:32:42 +1000 Subject: [rt-users] Training in Australia? Message-ID: <684B80FC-D8BF-4F1D-AC25-68D493435C6D@bitek.com.au> As a new user if RT I am having difficulty getting up to speed. I have the 'Essentials' book but I still struggle with the concepts. Does anyone offer training in Australia? Thanks From trs at bestpractical.com Tue May 28 19:41:07 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 28 May 2013 16:41:07 -0700 Subject: [rt-users] defanging URLs in incoming e-mails? In-Reply-To: References: Message-ID: <51A54093.9090900@bestpractical.com> On 05/28/2013 03:58 PM, Riggle, Kevin wrote: > It looks like RT's MailPlugins are only for go/no-go filtering and > authentication, and aren't intended to be used to modify the body of the > message before it is made into a transaction. (Or will changes to the > MIME::Entity be honored?) MailPlugins which are "ApplyBeforeDecode" can completely alter the MIME::Entity, I believe. Start reading the code in RT::Interface::Email::Gateway(). From trs at bestpractical.com Tue May 28 20:03:48 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 28 May 2013 17:03:48 -0700 Subject: [rt-users] Translators needed for RT 4.2 updates Message-ID: <51A545E4.1040707@bestpractical.com> Hello RT users and hackers, We're hard at work on what will become RT 4.2. Part of that process is starting to get the translations updated, and that's where you come in. If you speak English and a language other than English, we'd love if you took a bit of time to help update RT's translations for the next major release series. We translate RT using the Launchpad.net Rosetta translations tool, which means you help translate RT from your browser. You can find basic instructions here: http://requesttracker.wikia.com/wiki/TranslationRosetta or just jump in: https://translations.launchpad.net/rt/master Our message catalog tool found some errors in existing translations around the use of placeholders, which I've split out into separate files and attached, one for each language. If you're contributing to a translation, it'd be great to fix the problems noted in the appropriate file. Of particular note are bi-directional text issues and placeholders (%1, %2, etc) in the Arabic translation. Launchpad's web translation tool currently makes it difficult to verify that the usage of placeholders in right-to-left text is correct. If anyone is up for it, it may be easiest to fix up those strings using offline translation (no more complicated than editing a text file) and then uploading to Launchpad with the corrected file. Let us know if there's any way we can help with translations, and thanks to everyone who has contributes. Cheers, Thomas -------------- next part -------------- string does not have the same placeholders expected (%1, %2, %3) in msgid: %1 %2 changed to %3 got (%1, %2) in msgstr: %1 %2 ????? ??? 3% string does not have the same placeholders expected (%1, %2) in msgid: %1 %2 deleted got () in msgstr: ?? ??? 1% 2% string does not have the same placeholders expected (%1, %2) in msgid: %1 %2 saved. got () in msgstr: ?? ???1% 2% string does not have the same placeholders expected (%1, %2, %3) in msgid: %1 %2 with template %3 got (%1, %2) in msgstr: %1 %2 ?? ?????? 3% string does not have the same placeholders expected (%1, %2) in msgid: %1 (from pane %2) got (%1) in msgstr: %1 (?? ?????? 2%) string does not have the same placeholders expected (%1, %2, %3) in msgid: %1 changed from %2 to %3 got (%1) in msgstr: %1 ???? ?? 2% ??? 3% string does not have the same placeholders expected (%1, %2) in msgid: %1 chart by %2 got (%1) in msgstr: %1 ????? ??????? ?????? 2% string does not have the same placeholders expected (%1) in msgid: %1 copy got () in msgstr: ??? 1% string does not have the same placeholders expected (%1) in msgid: %1 enabled got () in msgstr: ?? ????? 1% string does not have the same placeholders expected (%1) in msgid: Invalid queue role group type %1 got () in msgstr: ???? ??????? ?????? ?????? ???? ????? string does not have the same placeholders expected () in msgid: Modify a scrip that applies to all queues got (%1) in msgstr: ???? ????? ????? ??? ?? ???????? %1 string does not have the same placeholders expected (%1, %2) in msgid: weekly (on %1) at %2 got () in msgstr: ???????? (?? 1%) ??? 2% -------------- next part -------------- string does not have the same placeholders expected (%1) in msgid: %1 update: Nothing changed got (%2) in msgstr: %2 actualitzar: Res ha canviat string does not have the same placeholders expected (%1) in msgid: Could not create CustomField: %1 got () in msgstr: No s'ha pogut crear el camp personalitzat string does not have the same placeholders expected (%1) in msgid: Unable to delete topic membership in %1 got () in msgstr: No s'ha pogut esborrar la pertinen?a al tema -------------- next part -------------- string does not have the same placeholders expected (%1, %2) in msgid: Couldn't delete dashboard %1: %2 got () in msgstr: Kontrolna plo?a se nije mogla obrisati -------------- next part -------------- string does not have the same placeholders expected (%1) in msgid: #%1 got () in msgstr: msgstr string does not have the same placeholders expected (%1) in msgid: Can't find a collection class for '%1' got () in msgstr: Kan geen bewaarde zoekopdracht vinden om mee te werken string does not have the same placeholders expected (%1) in msgid: grouped by %1 got () in msgstr: opgedeeld in -------------- next part -------------- string does not have the same placeholders expected (%1, %2) in msgid: Custom field value changed from %1 to %2 got (%1) in msgstr: Kent?n arvo muutettu arvosta %1 arvoon string does not have the same placeholders expected (%1) in msgid: Link ticket #%1 got () in msgstr: Lis?? viittaus string does not have the same placeholders expected (%1) in msgid: Link ticket %1 got () in msgstr: Lis?? viittaus string does not have the same placeholders expected (%1) in msgid: Modify the queries of dashboard %1 got () in msgstr: Muokkaa ty?tilan kyselyit? string does not have the same placeholders expected (%1, %2) in msgid: Owner changed from %1 to %2 got (%2) in msgstr: Yhteyshenkil?ksi vaihdettu %2 string does not have the same placeholders expected (%1, %2) in msgid: Owner forcibly changed from %1 to %2 got (%2) in msgstr: Yhteyshenkil?ksi vaihdettu %2 -------------- next part -------------- string does not have the same placeholders expected (%1) in msgid: %1 site config got () in msgstr: Site-Konfiguration string does not have the same placeholders expected (%1, %2) in msgid: This user's %1 highest priority %2 tickets got (%1) in msgstr: Die %1 dringensten Anfragen dieses Benutzers -------------- next part -------------- string does not have the same placeholders expected (%1) in msgid: Can not load saved search \"%1\" got () in msgstr: ??? ????? ?????? ?? ??????? ??? ????????????? ?????????? string does not have the same placeholders expected (%1) in msgid: Could not remove that principal as a %1 for this queue got () in msgstr: ??? ???? ?????? ? ???????? ??? ??????? ??? ??? ???? ??? ???? string does not have the same placeholders expected () in msgid: Couldn't load link got (%1) in msgstr: ??? ???? ?????? ? ??????? ??? ????????? %1 string does not have the same placeholders expected () in msgid: Custom field is already applied to the object got (%1) in msgstr: ?? ?????? ????? %1 ???? ?????????? ?? ???? ?? ??????????? string does not have the same placeholders expected (%1) in msgid: Stolen from %1 got () in msgstr: ???????? string does not have the same placeholders expected (%1) in msgid: Updated saved search \"%1\" got () in msgstr: ????????? ????????????? ?????????? string does not have the same placeholders expected (%1) in msgid: User could not be created: %1 got () in msgstr: ? ??????? ??? ???? ???????????? string does not have the same placeholders expected (%1, %2) in msgid: weekly (on %1) at %2 got () in msgstr: ???????????? -------------- next part -------------- string does not have the same placeholders expected (%1) in msgid: %1 disabled got () in msgstr: ????? string does not have the same placeholders expected (%1) in msgid: %1 enabled got () in msgstr: ????? string does not have the same placeholders expected (%1) in msgid: %1 rights got () in msgstr: ?????? -------------- next part -------------- string does not have the same placeholders expected (%1) in msgid: Enter up to %1 values got () in msgstr: Adjon meg egy ?rt?ket! string does not have the same placeholders expected (%1) in msgid: Loaded search %1 got () in msgstr: C?m string does not have the same placeholders expected (%1) in msgid: Member %1 added got () in msgstr: Tag hozz?adva string does not have the same placeholders expected (%1) in msgid: Member %1 deleted got () in msgstr: Tag t?r?lve string does not have the same placeholders expected (%1) in msgid: Modify template %1 got () in msgstr: Hozzon l?tre egy sablont! -------------- next part -------------- string does not have the same placeholders expected (%1) in msgid: Can't find a collection class for '%1' got () in msgstr: Tidak dapat menemukan kelas koleksi untuk '%' string does not have the same placeholders expected (%1) in msgid: Could not add new custom field value. %1 got () in msgstr: Tidak dapat menambah nilai kolom kustom baru string does not have the same placeholders expected (%1) in msgid: Your request has been approved by %1. Other approvals may still be pending. got () in msgstr: Permintaan anda sudah disetujui oleh. Persetujuan yang lain mungkin masih ditunda. -------------- next part -------------- string does not have the same placeholders expected () in msgid: Custom field not found got (%1) in msgstr: Campo personalizzato %1 non trovato -------------- next part -------------- string does not have the same placeholders expected (%1, %2) in msgid: Approval #%1: %2 got () in msgstr: ???? -------------- next part -------------- string does not have the same placeholders expected (%1) in msgid: %1 core config got () in msgstr: Pamatkonfigur?cija string does not have the same placeholders expected (%1) in msgid: Editing membership for personal group %1 got () in msgstr: Labot lietot?jus person?la grupai -------------- next part -------------- string does not have the same placeholders expected (%1) in msgid: Reminder ticket #%1 got () in msgstr: Priminimo pra?ymas -------------- next part -------------- string does not have the same placeholders expected (%1, %2, %3) in msgid: %1New ticket in%2 %3 got (%1) in msgstr:  %1 -------------- next part -------------- string does not have the same placeholders expected () in msgid: Create a CustomField that applies to all queues got (%1) in msgstr: ? %1 ???????? string does not have the same placeholders expected (%1) in msgid: Modify the queries of dashboard %1 got () in msgstr: ??????? -------------- next part -------------- string does not have the same placeholders expected (%1) in msgid: %1 - Specify the action module you want to use got () in msgstr: ?pecifikujte ak? akciu modulu chcete pou?i? string does not have the same placeholders expected (%1, %2) in msgid: %1 is an address RT receives mail at. Adding it as a '%2' would create a mail loop got (%1) in msgstr: %1 je adresa RT na prij?manie po?ty. Pridanie ako '% 2' by vytvorilo po?tov? slu?ku string does not have the same placeholders expected (%1) in msgid: Modify who receives mail for ticket #%1 got () in msgstr: Upravi? kto prijma po?tu pre po?iadavku -------------- next part -------------- string does not have the same placeholders expected (%1) in msgid: Link created (%1) got (%2) in msgstr: V?nculo creado (%2) From donald.gourley at gmail.com Tue May 28 20:32:27 2013 From: donald.gourley at gmail.com (Don Gourley) Date: Tue, 28 May 2013 20:32:27 -0400 Subject: [rt-users] AssetTracker Custom Field Select Date problem Message-ID: Gary, There is also a google group called at-users that has been very helpful for us, but right now I can't get into it to point you to the solution. Did they kill google groups as I had heard threatened? But we had the same problem and I nice guy named Rolf provided a solution. AFAIK he is the most active supporter of the AssetTracker module. He has his own fork on github but there was some talk on at-users at googlegroups.com of folding his fixes into the main branch. Anyway, here is the fix he provided: > Rolf Grossmann Tue, Apr 2, 2013 at 2:29 PM > Reply-To: at-users at googlegroups.com > To: at-users at googlegroups.com > Hi Stewart, > > On 29.03.2013 16:20, studogg1 at gmail.com wrote: > > > We created an Asset Tracker custom field for a calendar showing an > > inventory date. When we create a date entry it works fine. But if we > > modify the asset, the date field gets cleared and the date is gone. We > > need to re-enter the original date (which is a pain) or we have to > > change the field to a standard text field. Changing to a standard field > > will cause problems with human error and searching. > > > > Is there a way to ensure the date field doesn't get cleared? > > I've found the cause (code duplicated from rt) and fixed this problem in > my fork of asset tracker. See > https://github.com/rg1/rt-extension-assettracker/commit/1b2cb79c43e8d21ea8b3fad18b25987c6391ac16 > > A proper fix should probably remove all that duplicated code entirely :/ > > Best regards, Rolf. __________________ > Date: Tue, 28 May 2013 05:56:45 +0000 > From: "Brumm, Torsten / Kuehne + Nagel / Ham GI-ID" > > To: "gary.m at bitek.com.au" , > "rt-users at lists.bestpractical.com" > Subject: Re: [rt-users] AssetTracker Custom Field Select Date problem > Message-ID: > <524815224EA2F649982D6A7BCD53BDFE2158F87B at DCEEXMBX04.ger.win.int.kn> > Content-Type: text/plain; charset="us-ascii" > > Hi Gary, > for issues with AT you should consult : https://github.com/chakatodd/rt-extension-assettracker and open an issue there. > > Torsten > > Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Gary McRae > Gesendet: Montag, 27. Mai 2013 01:35 > An: rt-users at lists.bestpractical.com > Betreff: [rt-users] AssetTracker Custom Field Select Date problem > > I am having a problem with a custom field using a 'Select Date' type. Creation is no problem nor is entering data. > If you open an asset and select 'Fields' then all the values previously entered are correctly reloaded from the db. > The Date field though is empty and it shows the value in brackets beside the date field. > If you then update any other field ie. 'Change Comment' and then 'Save Changes' the value of the date field is removed as below. > Results > 2013-05-27 is no longer a value for custom field Purchase Date > > This can easily remove data from the database. > Can someone confirm this please? > > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Holger Ketz (Stellv.), Jan-Hendrik K?stergarten (Stellv.), Bruno Mang, Christian Marnett?, Jens Wollesen, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Karl Gernandt From chrisherrmann7 at gmail.com Tue May 28 21:01:26 2013 From: chrisherrmann7 at gmail.com (Chris Herrmann) Date: Wed, 29 May 2013 11:01:26 +1000 Subject: [rt-users] Database mangling 1mb Message-ID: <99A18631-80F9-4FD3-B870-280789D6569F@gmail.com> Hi my guess would be max allowed packet size (my.cnf) is being exceeded. If MySQL receives an oversized field it will truncate to the specified limit. This will break binary files. Make sure your: Regular web access has a large enough max allowed packet; That your backups match this value; That any restore scripts / procedures also match this value. Chris Herrmann Far Edge +612 84251400 +614 03393309 http://www.faredge.com.au From reg.bestpractical at posterus.com Tue May 28 21:55:50 2013 From: reg.bestpractical at posterus.com (Maciej Dobrzanski) Date: Wed, 29 May 2013 03:55:50 +0200 Subject: [rt-users] Message autosave Message-ID: <05d701ce5c0f$a4efb200$eecf1600$@bestpractical@posterus.com> Hey, On several occasions I lost lengthy drafts because my browser crashed or I simply accidentally navigated away from RT and the text didn't survive 'Back' button. Since I have not found any existing solution to this problem, yesterday I wrote a simple extension for RT4. Since this something that could be useful to many people, I decided to share. If you want to give it a try, you may grab the extension from https://github.com/mushak/RT-Extension-AutoSave. Notes: At this point auto-save is only available to privileged users and I haven't tried it at all with rich text editor. Cheers, Maciek From gary.m at bitek.com.au Tue May 28 21:57:11 2013 From: gary.m at bitek.com.au (Gary McRae) Date: Wed, 29 May 2013 11:57:11 +1000 Subject: [rt-users] AssetTracker Custom Field Select Date problem In-Reply-To: References: Message-ID: Thanks Don. Problem solved with your help. Kind regards, Gary On 29/05/2013, at 10:32 AM, Don Gourley wrote: > Gary, > > There is also a google group called at-users that has been very > helpful for us, but right now I can't get into it to point you to the > solution. Did they kill google groups as I had heard threatened? > > But we had the same problem and I nice guy named Rolf provided a > solution. AFAIK he is the most active supporter of the AssetTracker > module. He has his own fork on github but there was some talk on > at-users at googlegroups.com of folding his fixes into the main branch. > > Anyway, here is the fix he provided: > >> Rolf Grossmann Tue, Apr 2, 2013 at 2:29 PM >> Reply-To: at-users at googlegroups.com >> To: at-users at googlegroups.com >> Hi Stewart, >> >> On 29.03.2013 16:20, studogg1 at gmail.com wrote: >> >>> We created an Asset Tracker custom field for a calendar showing an >>> inventory date. When we create a date entry it works fine. But if we >>> modify the asset, the date field gets cleared and the date is gone. We >>> need to re-enter the original date (which is a pain) or we have to >>> change the field to a standard text field. Changing to a standard field >>> will cause problems with human error and searching. >>> >>> Is there a way to ensure the date field doesn't get cleared? >> >> I've found the cause (code duplicated from rt) and fixed this problem in >> my fork of asset tracker. See >> https://github.com/rg1/rt-extension-assettracker/commit/1b2cb79c43e8d21ea8b3fad18b25987c6391ac16 >> >> A proper fix should probably remove all that duplicated code entirely :/ >> >> Best regards, Rolf. > __________________ > >> Date: Tue, 28 May 2013 05:56:45 +0000 >> From: "Brumm, Torsten / Kuehne + Nagel / Ham GI-ID" >> >> To: "gary.m at bitek.com.au" , >> "rt-users at lists.bestpractical.com" >> Subject: Re: [rt-users] AssetTracker Custom Field Select Date problem >> Message-ID: >> <524815224EA2F649982D6A7BCD53BDFE2158F87B at DCEEXMBX04.ger.win.int.kn> >> Content-Type: text/plain; charset="us-ascii" >> >> Hi Gary, >> for issues with AT you should consult : https://github.com/chakatodd/rt-extension-assettracker and open an issue there. >> >> Torsten >> >> Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Gary McRae >> Gesendet: Montag, 27. Mai 2013 01:35 >> An: rt-users at lists.bestpractical.com >> Betreff: [rt-users] AssetTracker Custom Field Select Date problem >> >> I am having a problem with a custom field using a 'Select Date' type. Creation is no problem nor is entering data. >> If you open an asset and select 'Fields' then all the values previously entered are correctly reloaded from the db. >> The Date field though is empty and it shows the value in brackets beside the date field. >> If you then update any other field ie. 'Change Comment' and then 'Save Changes' the value of the date field is removed as below. >> Results >> 2013-05-27 is no longer a value for custom field Purchase Date >> >> This can easily remove data from the database. >> Can someone confirm this please? >> >> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Holger Ketz (Stellv.), Jan-Hendrik K?stergarten (Stellv.), Bruno Mang, Christian Marnett?, Jens Wollesen, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Karl Gernandt > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training From jvdwege at xs4all.nl Wed May 29 02:47:39 2013 From: jvdwege at xs4all.nl (Joop) Date: Wed, 29 May 2013 08:47:39 +0200 Subject: [rt-users] Message autosave In-Reply-To: <05d701ce5c0f$a4efb200$eecf1600$@bestpractical@posterus.com> References: <05d701ce5c0f$a4efb200$eecf1600$@bestpractical@posterus.com> Message-ID: <51A5A48B.5020104@xs4all.nl> Maciej Dobrzanski wrote: > Hey, > > On several occasions I lost lengthy drafts because my browser crashed or I > simply accidentally navigated away from RT and the text didn't survive > 'Back' button. Since I have not found any existing solution to this problem, > yesterday I wrote a simple extension for RT4. Since this something that > could be useful to many people, I decided to share. If you want to give it a > try, you may grab the extension from > https://github.com/mushak/RT-Extension-AutoSave. Notes: At this point > auto-save is only available to privileged users and I haven't tried it at > all with rich text editor. > > http://search.cpan.org/~elacour/RT-Extension-Drafts-0.01/lib/RT/Extension/Drafts.pm Have look and maybe both can be merged to one? Joop From alex.kucheryuk at eltoma-offshore.com Wed May 29 04:14:25 2013 From: alex.kucheryuk at eltoma-offshore.com (Alexander Kucheryuk) Date: Wed, 29 May 2013 11:14:25 +0300 Subject: [rt-users] Extract attachment / image from Message-ID: <51A5B8E1.1020300@eltoma-offshore.com> Is it possible to extract attachments into articles ? I have created necessary fields for articles but the content of article (attachment part) shows up as "This transaction appears to have no content". From michael.obrien at globoforce.com Wed May 29 05:56:29 2013 From: michael.obrien at globoforce.com (globo) Date: Wed, 29 May 2013 02:56:29 -0700 (PDT) Subject: [rt-users] Moving a ticket to a new queue , assign to the owner of the queue Message-ID: <1369821389092-54090.post@n7.nabble.com> Hi, I currently have three queues setup. Each department has there own queue and own login. Queue A - Owner A Queue B - Owner B Queue C - Owner C Example A ticket is logged into queue A , queue A does there work and then has an option to assign the ticket to queue B or C and the also to the owner of B or C The issue I am having is that queue A can assign the ticket to queue B but put the owner as queue C I need a script to make sure that if you assign a ticket to queue B that you must set the owner as owner B and if you set them incorrectly to prompts you that this is not possible Any help much appreciated -- View this message in context: http://requesttracker.8502.n7.nabble.com/Moving-a-ticket-to-a-new-queue-assign-to-the-owner-of-the-queue-tp54090.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Albert.Shih at obspm.fr Wed May 29 07:48:11 2013 From: Albert.Shih at obspm.fr (Albert Shih) Date: Wed, 29 May 2013 13:48:11 +0200 Subject: [rt-users] RT-Send-Cc bug in 4.0.13 ? Message-ID: <20130529114811.GA57504@pcjas.obspm.fr> Hi In fact I don't known if it's a bug from 4.0.13 because it's not a feature we use a lot. But it's not working in 4.0.13 When we use the web interface to create a response (or comment) we can add a new recipients. When we do that in the web interface we can see in the history something like RT-Send-Cc : the_address(or list of)_we_add but since ???? version the mail isn't send. I activate debug mode in the RT_SiteConfig and see nothing, no error, but no trying to send the message either. If we add the new recipients from "Jumbo" or "People" it's working the mail is send. Any idea ? Regards. JAS -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex France T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: mer 29 mai 2013 13:40:05 CEST From SJC at qvii.com Wed May 29 07:53:16 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Wed, 29 May 2013 07:53:16 -0400 Subject: [rt-users] MSMTP works for sending, but receiving is now - And why a full MTA? References: Message-ID: <4DD6AB329450D847913EA76D7F3C6B8312A65158@valkyrie.ogp.qvii.com> Kevin - -I've got Postfix running on my IT Helpdesk system and its running fine. When I was having the smtp_recipient_restriction issue I went to the Postfix IRC channel & they felt a full-blown MTA was overkill, so I checked out MSMTP. My boss is uber paranoid when it comes to security so anything I could do to reduce services that needed to be run was desirable. -I apologize for the repeat database question. I'd been checking the incoming emails but that one got by me. It's possible that is what happened. I've just upped max_allowed_packet in my MySQL.ini file from 4M to 10MB. I also had disastrous luck trying to migrate MySQL to MariaDB & thought that might have had something to do with it. I also explicitly put MaxAttachmentSize in my RT_SiteConfig.pm and also set to 10MB. I'll test that soon. -I didn't spend too long with MSMTP. It was at least good exposure to it, as I'd never heard of it before. What's bugging me is why I can't use any of the smtp_recipient_restrictions on the server. In my eyes, those bases are already covered by our Exchange server and our Postfix mail relay. They've already been configured to deal with incorrect mail (sending out mail that isn't from our domain, etc.) but my boss is a die-hard security nut. Having gone through all of this now, I'm just going to stick with Postfix on the RT server and leave the mail protection to the others. Thanks to everyone for the help & I apologize for the duplicate questions. Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com From ruz at bestpractical.com Wed May 29 08:37:07 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 29 May 2013 16:37:07 +0400 Subject: [rt-users] Moving a ticket to a new queue , assign to the owner of the queue In-Reply-To: <1369821389092-54090.post@n7.nabble.com> References: <1369821389092-54090.post@n7.nabble.com> Message-ID: On Wed, May 29, 2013 at 1:56 PM, globo wrote: > Hi, > > I currently have three queues setup. Each department has there own queue > and > own login. > > Queue A - Owner A > Queue B - Owner B > Queue C - Owner C > > Example > > A ticket is logged into queue A , queue A does there work and then has an > option to assign the ticket to queue B or C and the also to the owner of B > or C > > The issue I am having is that queue A can assign the ticket to queue B but > put the owner as queue C > > I need a script to make sure that if you assign a ticket to queue B that > you > must set the owner as owner B and if you set them incorrectly to prompts > you > that this is not possible > > Any help much appreciated > > If you give away OwnTicket right properly then people wouldn't be able to make mistake. They just wouldn't be able to own tickets in wrong queues. > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Moving-a-ticket-to-a-new-queue-assign-to-the-owner-of-the-queue-tp54090.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed May 29 08:56:31 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 29 May 2013 16:56:31 +0400 Subject: [rt-users] defanging URLs in incoming e-mails? In-Reply-To: <51A54093.9090900@bestpractical.com> References: <51A54093.9090900@bestpractical.com> Message-ID: On Wed, May 29, 2013 at 3:41 AM, Thomas Sibley wrote: > On 05/28/2013 03:58 PM, Riggle, Kevin wrote: > > It looks like RT's MailPlugins are only for go/no-go filtering and > > authentication, and aren't intended to be used to modify the body of the > > message before it is made into a transaction. (Or will changes to the > > MIME::Entity be honored?) > > MailPlugins which are "ApplyBeforeDecode" can completely alter the > MIME::Entity, I believe. Start reading the code in > RT::Interface::Email::Gateway(). > Either step can adjust MIME::Entity and actually ApplyBeforeDecode is not the right place. This stage is for plugins that want access to mail as it was including content transfer encoding. What kind of defanging do you want to achieve? -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From reg.bestpractical at posterus.com Wed May 29 09:24:08 2013 From: reg.bestpractical at posterus.com (Maciej Dobrzanski) Date: Wed, 29 May 2013 15:24:08 +0200 Subject: [rt-users] Module::Install::RTx install paths Message-ID: <060d01ce5c6f$cc949d60$65bdd820$@bestpractical@posterus.com> Hello, While converting our customizations into proper extensions I discovered that the installer, which I grabbed from other existing extensions, writes files into both release as well as local code trees. This way modules from 'lib' always go to rt/local/lib/RT, but everything from 'html' such as Mason files, CSS, Javascript end up in rt/html instead of rt/local/html. The culprit appears to be here: $RT::LocalVarPath ||= $RT::VarPath; $RT::LocalPoPath ||= $RT::LocalLexiconPath; $RT::LocalHtmlPath ||= $RT::MasonComponentRoot; $RT::LocalLibPath ||= "$RT::LocalPath/lib"; I am wondering if this is intentional for some reason or should $RT::LocalHtmlPath actually be set to $RT::LocalMasonComponentRoot? Regards, Maciek From elacour at easter-eggs.com Wed May 29 09:27:19 2013 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 29 May 2013 15:27:19 +0200 Subject: [rt-users] RT-Send-Cc bug in 4.0.13 ? In-Reply-To: <20130529114811.GA57504@pcjas.obspm.fr> References: <20130529114811.GA57504@pcjas.obspm.fr> Message-ID: <20130529132719.GE4731@easter-eggs.com> On Wed, May 29, 2013 at 01:48:11PM +0200, Albert Shih wrote: > Hi > > In fact I don't known if it's a bug from 4.0.13 because it's not a feature > we use a lot. But it's not working in 4.0.13 > > When we use the web interface to create a response (or comment) we can > add a new recipients. When we do that in the web interface we can see in > the history something like > > RT-Send-Cc : the_address(or list of)_we_add > > but since ???? version the mail isn't send. I activate debug mode in the > RT_SiteConfig and see nothing, no error, but no trying to send the message > either. > Do you have scrips that notify "Other recipients". Those are not the same as Cc/AdminCc/Requestor/... On a stock RT 4.0.13 install you should have: { Name => 'Notify Other Recipients as Comment', # loc Description => 'Sends mail to explicitly listed Ccs and Bccs', # loc ExecModule => 'NotifyAsComment', Argument => 'OtherRecipients' }, { Name => 'Notify Other Recipients', # loc Description => 'Sends mail to explicitly listed Ccs and Bccs', # loc ExecModule => 'Notify', Argument => 'OtherRecipients' }, -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From elacour at easter-eggs.com Wed May 29 09:32:28 2013 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 29 May 2013 15:32:28 +0200 Subject: [rt-users] Conditional Custom Fields In-Reply-To: References: Message-ID: <20130529133228.GF4731@easter-eggs.com> On Thu, May 23, 2013 at 04:52:17PM +1200, Chris Foster wrote: > > I am trying to setup against ticket in a certain queue where a group of > custom fields show based on a value of another custom field (as a > combobox).? This is so that it prompts users to fill out the relevant > custom fields only not all of the custom fields.? I have all of the custom > fields all setup and each field generally has a standard prefix in the > field name, so this hopefully should make it easier to group the relevant > custom fields.? How would I go round in doing this as I have looked in the > wiki and mailing list archives to no avail?? We are using RT 4.0.12 and I > am new to RT. > There is no standard way in RT to "display" some CF based on values of another CF. There is only the CF Categories which allows you to display a CF *values* based on another CF values (see Based On and Category fields in CF modify page). To do the first you have to hack RT which is not that hard if you know perl and html/js ;) -- 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 kevin.comer at veracitypayments.com Wed May 29 11:00:13 2013 From: kevin.comer at veracitypayments.com (Kevin) Date: Wed, 29 May 2013 08:00:13 -0700 (PDT) Subject: [rt-users] RT at a Glance error after upgrade from 4.011 to 4.0.12 In-Reply-To: <1368472930897-53829.post@n7.nabble.com> References: <1368472930897-53829.post@n7.nabble.com> Message-ID: <1369839613636-54098.post@n7.nabble.com> Can any one provide any insight as to why this is not working? I have since upgraded to 4.0.13 and the issue still exist. I have also notice that when logged in as user the rt at a glance is not working correctly with searches that were set up for Un owned ticket Also this issue exist for me in both y test env and my production env, both were upgraded at the same time. When tailing the log and trying to access the rt at a glance from the root user and menu section Tools > Configuration > Global > RT at a Glance I get the following error in the log, no other messages come from the log [Wed May 29 14:57:54 2013] [error]: Can't call method "Content" on an undefined value at /opt/rt4/share/html/Admin/Global/MyRT.html line 69. Stack: [/opt/rt4/share/html/Admin/Global/MyRT.html:69] [/opt/rt4/share/html/Admin/autohandler:49] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:635] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-at-a-Glance-error-after-upgrade-from-4-011-to-4-0-12-tp53829p54098.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From trs at bestpractical.com Wed May 29 12:38:22 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 29 May 2013 09:38:22 -0700 Subject: [rt-users] RT at a Glance error after upgrade from 4.011 to 4.0.12 In-Reply-To: <1369839613636-54098.post@n7.nabble.com> References: <1368472930897-53829.post@n7.nabble.com> <1369839613636-54098.post@n7.nabble.com> Message-ID: <51A62EFE.6000509@bestpractical.com> On 05/29/2013 08:00 AM, Kevin wrote: > When tailing the log and trying to access the rt at a glance from the root > user and menu section Tools > Configuration > Global > RT at a Glance I get > the following error in the log, no other messages come from the log > > [Wed May 29 14:57:54 2013] [error]: Can't call method "Content" on an > undefined value at /opt/rt4/share/html/Admin/Global/MyRT.html line 69. > > Stack: > [/opt/rt4/share/html/Admin/Global/MyRT.html:69] > [/opt/rt4/share/html/Admin/autohandler:49] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:635] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] > [/opt/rt4/share/html/autohandler:53] > (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) Please send to the list two files: /opt/rt4/share/html/Admin/Global/MyRT.html /opt/rt4/share/html/Search/Elements/SearchesForObject Additionally, in which language do you use RT? From trs at bestpractical.com Wed May 29 12:50:02 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 29 May 2013 09:50:02 -0700 Subject: [rt-users] Module::Install::RTx install paths In-Reply-To: <060d01ce5c6f$cc949d60$65bdd820$@bestpractical@posterus.com> References: <060d01ce5c6f$cc949d60$65bdd820$@bestpractical@posterus.com> Message-ID: <51A631BA.4050300@bestpractical.com> On 05/29/2013 06:24 AM, Maciej Dobrzanski wrote: > While converting our customizations into proper extensions I discovered that > the installer, which I grabbed from other existing extensions, writes files > into both release as well as local code trees. This way modules from 'lib' > always go to rt/local/lib/RT, but everything from 'html' such as Mason > files, CSS, Javascript end up in rt/html instead of rt/local/html. The > culprit appears to be here: What RT version are you running? Modern versions of Module::Install::RTx install all extension data into local/plugins/Extension-Name/. If you're seeing extension files installed into local/{lib,html} or html/ then I suspect you're using an old version of Module::Install::RTx, or perhaps a very old version of RT. Rather than copying inc/ from another extension, you're better off installing Module::Install::RTx from CPAN and then writing and running a Makefile.PL which uses it. When you run it, it'll populate inc/ with the latest code. You should also make sure that a inc/.author directory exists for module authors _only_ since it will tell Module::Install to regenerate files that it wouldn't otherwise do. This draft documentation for writing extensions may be of help: https://github.com/bestpractical/rt/blob/4.0/writing-rt-extensions-doc/docs/writing-extensions.pod From trs at bestpractical.com Wed May 29 12:59:14 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 29 May 2013 09:59:14 -0700 Subject: [rt-users] MSMTP works for sending, but receiving is now - And why a full MTA? In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B8312A65158@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B8312A65158@valkyrie.ogp.qvii.com> Message-ID: <51A633E2.2010106@bestpractical.com> On 05/29/2013 04:53 AM, Cena, Stephen (ext. 300) wrote: > Postfix IRC channel & they felt a full-blown MTA was overkill, so I Unfortunately the Postfix folks, while well intentioned, probably don't understand the behaviour and requirements of RT. Rest assured that a full blown MTA isn't overkill here, and is indeed the recommended practice. You can tell your paranoid-prone boss that using Postfix is way more reliable than msmtp. He wants RT to be reliable, right? :) > -I didn't spend too long with MSMTP. It was at least good exposure to > it, as I'd never heard of it before. What's bugging me is why I can't > use any of the smtp_recipient_restrictions on the server. You probably can. You didn't mention what error you ran into, but it's likely no more than configuration error. There are many folks knowledgeable about Postfix on this list, although Postfix config is semi-off topic. Give #postfix (or whatever the postfix help channel is) another shot, and come back to us if they insist on badgering about non-postfix options rather than helping. ;) Thomas From kevin.comer at veracitypayments.com Wed May 29 13:43:39 2013 From: kevin.comer at veracitypayments.com (Kevin) Date: Wed, 29 May 2013 10:43:39 -0700 (PDT) Subject: [rt-users] RT at a Glance error after upgrade from 4.011 to 4.0.12 In-Reply-To: <51A62EFE.6000509@bestpractical.com> References: <1368472930897-53829.post@n7.nabble.com> <1369839613636-54098.post@n7.nabble.com> <51A62EFE.6000509@bestpractical.com> Message-ID: <1369849419095-54102.post@n7.nabble.com> I am using the default English no language changes have been done. Attached are the files requested as well as the rt.log. MyRT.html SearchesForObject rt.log.gz -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-at-a-Glance-error-after-upgrade-from-4-011-to-4-0-12-tp53829p54102.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From SJC at qvii.com Wed May 29 14:03:44 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Wed, 29 May 2013 14:03:44 -0400 Subject: [rt-users] Fetchmail & Exchange 2003 have stopped playing nicely Message-ID: <4DD6AB329450D847913EA76D7F3C6B8312A657DD@valkyrie.ogp.qvii.com> Now my fetchmail services on both servers no longer work. I keep getting authentication errors: http://www.fetchmail.info/fetchmail-FAQ.html#R15 Nothing I'm trying seems to work correctly. I'm guessing it's security patches on our Exchange server because this was working fine on our first server for over a year. I'm Google-ing RT and Exchange and not coming up with anything. Does anyone have any suggestions or links? Thanks! Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From kriggle at akamai.com Wed May 29 15:04:21 2013 From: kriggle at akamai.com (Riggle, Kevin) Date: Wed, 29 May 2013 15:04:21 -0400 Subject: [rt-users] defanging URLs in incoming e-mails? In-Reply-To: Message-ID: On 2013-5-29 8:56 AM, "Ruslan Zakirov" wrote: >On Wed, May 29, 2013 at 3:41 AM, Thomas Sibley >wrote: > >On 05/28/2013 03:58 PM, Riggle, Kevin wrote: >> It looks like RT's MailPlugins are only for go/no-go filtering and >> authentication, and aren't intended to be used to modify the body of the >> message before it is made into a transaction. (Or will changes to the >> MIME::Entity be honored?) > > >MailPlugins which are "ApplyBeforeDecode" can completely alter the >MIME::Entity, I believe. Start reading the code in >RT::Interface::Email::Gateway(). > > > >Either step can adjust MIME::Entity and actually ApplyBeforeDecode is not >the right place. This stage is for plugins that want access to mail as it >was including content transfer encoding. > >What kind of defanging do you want to achieve? Approximately s#http://malicious.example.com/foo/bar#hXXp :// malicious [.] example [.] com / foo / bar#, over the entire message. (I'll actually build it with Regexp::Common::URI, of course.) - Kevin From SJC at qvii.com Wed May 29 16:28:19 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Wed, 29 May 2013 16:28:19 -0400 Subject: [rt-users] Fetchmail & Exchange 2003 have stopped playing nicely Message-ID: <4DD6AB329450D847913EA76D7F3C6B8312A65A22@valkyrie.ogp.qvii.com> Wow; looks like it was just the account names were too long. I've deleted all of them & re-created them and all appears to be OK. *head scratching* Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Wed May 29 17:28:12 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 29 May 2013 14:28:12 -0700 Subject: [rt-users] RT at a Glance error after upgrade from 4.011 to 4.0.12 In-Reply-To: <1369849419095-54102.post@n7.nabble.com> References: <1368472930897-53829.post@n7.nabble.com> <1369839613636-54098.post@n7.nabble.com> <51A62EFE.6000509@bestpractical.com> <1369849419095-54102.post@n7.nabble.com> Message-ID: <51A672EC.9060201@bestpractical.com> On 05/29/2013 10:43 AM, Kevin wrote: > I am using the default English no language changes have been done. > > Attached are the files requested as well as the rt.log. > > MyRT.html > SearchesForObject > > > rt.log.gz I'm stumped, and despite multiple reports unable to reproduce the problem in other RTs. Can you add the following line to share/html/Admin/Global/MyRT.html: use Data::Dumper; warn Dumper($_); Add it right after the line which reads: my ( $desc, $loc_desc, $search ) = @$_; Then clear your mason cache (rm -rf var/mason_data/obj) and restart RT. The logs should have the new Data::Dumper output you added when you hit Configuration -> Global -> RT At a Glance. Send the full logs that are output. Thomas From talena at bestpractical.com Wed May 29 17:53:16 2013 From: talena at bestpractical.com (Talena Gandy) Date: Wed, 29 May 2013 17:53:16 -0400 Subject: [rt-users] [rt-announce] Reminder: We're coming to Seattle for our next public RT training! Message-ID: <1DF6CEF4-DD15-455B-83EE-1E16ECEFBBC3@bestpractical.com> Greetings! Our next public RT training is happening in Seattle on June 19th and 20th. Join us and learn from the experts how to get the most out of RT as a user and administrator, as well as a preview of what's to come in RT 4.2. Whether you're a native of the Pacific Northwest or will be flying in from afar, you'll leave our two-day training class with a much better understanding of the features, functionality, and administration of RT. It goes without saying that you'll get the most out of training if you attend both days of the course, but we've designed the material so that you can step out after the first day with a dramatically improved understanding of how to use RT or show up on the second day and get quickly up to speed on how to make RT do your bidding. The cost of the class includes training materials, a continental breakfast and an afternoon snack. Please note that lunch will not be provided. Cost: Single Day - $995 Both Days - $1495 (25% savings) Interested? Contact us at training at bestpractical.com or register now at https://shop.bestpractical.com/#Training. Seats are limited, so sign up soon to guarantee your seat! Have a great day! Best Practical Solutions _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From dave at goodchoice.it Wed May 29 19:00:00 2013 From: dave at goodchoice.it (David Lane (IT Support)) Date: Thu, 30 May 2013 00:00:00 +0100 Subject: [rt-users] ShowStatusInColour - a little help needed with the code to make the subject colourized Message-ID: Hi guys I had this working about 5 years ago but can't get it right I want to make http://requesttracker.wikia.com/wiki/ShowStatusInColor Make the Subject and maybe the ticket ID show the colour the priority has so we have... from the wiki... if ($colors) { $priority = "
$priority
" } return \"$priority"; } # Comment out any line to disable colour change. $COLUMN_MAP->{Priority}->{value} = \&PriorityInColor; If we can decide how to spell Colour that is (even my spellchecker gets confused uk/us spelling) Thanks in advance -- David Lane Director GoodChoice.IT Ltd We reward successful referrals W: www.goodchoice.it E: dave at goodchoice.it T: 020 8099 5540 From chrisherrmann7 at gmail.com Wed May 29 19:09:04 2013 From: chrisherrmann7 at gmail.com (Chris Herrmann) Date: Thu, 30 May 2013 09:09:04 +1000 Subject: [rt-users] Message autosave Message-ID: <7FDDEC21-3349-4F00-B710-64470C8C7B72@gmail.com> Firefox extension Lazarus does this in all sites. Regular bacon saver. Chris Herrmann Far Edge +612 84251400 +614 03393309 http://www.faredge.com.au From reg.bestpractical at posterus.com Wed May 29 20:15:38 2013 From: reg.bestpractical at posterus.com (Maciej Dobrzanski) Date: Thu, 30 May 2013 02:15:38 +0200 Subject: [rt-users] Module::Install::RTx install paths In-Reply-To: <51A631BA.4050300@bestpractical.com> References: <060d01ce5c6f$cc949d60$65bdd820$@bestpractical@posterus.com> <51A631BA.4050300@bestpractical.com> Message-ID: <063501ce5cca$cffb38a0$6ff1a9e0$@bestpractical@posterus.com> Thomas, > Modern versions of Module::Install::RTx install all extension data into local/plugins/Extension-Name/. Looks like I was using an outdated version of the module. I have no experience with these kinds of things in Perl, so thanks for all tips. Regards, Maciek From brink.danie at gmail.com Thu May 30 03:55:11 2013 From: brink.danie at gmail.com (Danie Brink) Date: Thu, 30 May 2013 09:55:11 +0200 Subject: [rt-users] Change "RT @ A Glance" selection criteria Message-ID: Hi there RT Users List. Is it possible for us to change the SQL query that is run for the "RT at a glance" front page that shows the last 10 unowned new tickets? With our RT Ticket count hovering around 4million the current query performs a complete table scan to sort the show the last 10 (filtered) so we would like to customize it more for our needs. Any pointers where to look for and modify this query? (We're on RT3.8.7). Regards Danie Brink Engineer : Open Source Systems -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Thu May 30 04:04:07 2013 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 30 May 2013 10:04:07 +0200 Subject: [rt-users] Change "RT @ A Glance" selection criteria In-Reply-To: References: Message-ID: <20130530080407.GA5189@easter-eggs.com> On Thu, May 30, 2013 at 09:55:11AM +0200, Danie Brink wrote: > Hi there RT Users List. > Hi, > Is it possible for us to change the SQL query that is run for the "RT at a > glance" front page that shows the last 10 unowned new tickets? With our RT > Ticket count hovering around 4million the current query performs a > complete table scan to sort the show the last 10 (filtered) so we would > like to customize it more for our needs. > > Any pointers where to look for and modify this query? (We're on RT3.8.7). > log in as a super user to your RT, click on the "Modify" button on top right of "10 unowned tickets", then click on "Savedsearch" in front of "You can also edit the predefined search itself". Modify your search criteria, then click on the right in SavedSearch" on "Update". -- 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 brink.danie at gmail.com Thu May 30 06:06:30 2013 From: brink.danie at gmail.com (Danie Brink) Date: Thu, 30 May 2013 12:06:30 +0200 Subject: [rt-users] Change "RT @ A Glance" selection criteria In-Reply-To: <20130530080407.GA5189@easter-eggs.com> References: <20130530080407.GA5189@easter-eggs.com> Message-ID: Thank you so much for your pointer. That was exactly what we were looking for ! Danie On Thu, May 30, 2013 at 10:04 AM, Emmanuel Lacour wrote: > On Thu, May 30, 2013 at 09:55:11AM +0200, Danie Brink wrote: > > Hi there RT Users List. > > > > Hi, > > > Is it possible for us to change the SQL query that is run for the "RT > at a > > glance" front page that shows the last 10 unowned new tickets? With > our RT > > Ticket count hovering around 4million the current query performs a > > complete table scan to sort the show the last 10 (filtered) so we > would > > like to customize it more for our needs. > > > > Any pointers where to look for and modify this query? (We're on > RT3.8.7). > > > > > log in as a super user to your RT, click on the "Modify" button on top > right of "10 unowned tickets", then click on "Savedsearch" in front of > "You can also edit the predefined search itself". Modify your search > criteria, then click on the right in SavedSearch" on "Update". > > > > -- > Easter-eggs Sp?cialiste GNU/Linux > 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? > Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 > mailto:elacour at easter-eggs.com - http://www.easter-eggs.com > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.dalzell at aveva.com Thu May 30 08:06:36 2013 From: scott.dalzell at aveva.com (scott.dalzell) Date: Thu, 30 May 2013 05:06:36 -0700 (PDT) Subject: [rt-users] 1 email address to control tickets on 2 different RT Servers Message-ID: <1369915596033-54116.post@n7.nabble.com> We currently have 2 RT servers on site, one running RT3 (ticket numbers 1-11,000) and another running RT4 (ticket numbers 15000+). We are planning to phase out the RT3 machine but in the mean time I want both RT machines to be accessed via the same email address as to hide this phase out from our users when the RT4 machine goes live Ideally I would like RT to divert all emails relating to ticket numbers between 1-14999 to our RT3 machine and anything above that to our RT4 machine. I would also like any new tickets to be created on the RT4 machine also Does anyone know of a way to get RT to behave in this way when using fetchmail? Any help would be greatly appreciated -- View this message in context: http://requesttracker.8502.n7.nabble.com/1-email-address-to-control-tickets-on-2-different-RT-Servers-tp54116.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From guadagnino.cristiano at creval.it Thu May 30 08:04:39 2013 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Thu, 30 May 2013 12:04:39 +0000 Subject: [rt-users] RT behavior when CCs are present in a ticket Message-ID: <51A74069.5020908@creval.it> Hi all, I have received a few complaints from users about a feature of RT. After a little experimenting, I find that those complaints are partially reasonable, so I want to share them with you and get some feedback. When RT receives an email that is bound to an already existing ticket, it notifies everyone in that ticket (requestor, CCs...). So far everything is good. Now picture this situation: Bill wants to send an email to Tom, CCing John and Jenny and RT (because he wants this conversation to remain recorded in the ticket's history). The mail is linked to an already existing ticket (i.e. the subject contains the magical tag). Bill is not the ticket's original requestor. Here comes the "problem": Tom, John and Jenny will receive one email from Bill and another identical mail from RT. Even Bill will receive his email back from RT. Even worse, all this emails will look like it was the ticket owner who sent them. I think RT is being overzealous here: since RT already parses the email header looking for CCs, it should know that those messages are not useful, since those persons are already receiving the original email. So it should only notify people who are CCs for the ticket but are NOT included in the email sent from Bill. What do you think? Bye Cris p.s. This is happening on our production RT, which is still at 3.8.10. I don't know if RT 4 changed something in this respect. From elacour at easter-eggs.com Thu May 30 08:13:12 2013 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 30 May 2013 14:13:12 +0200 Subject: [rt-users] 1 email address to control tickets on 2 different RT Servers In-Reply-To: <1369915596033-54116.post@n7.nabble.com> References: <1369915596033-54116.post@n7.nabble.com> Message-ID: <20130530121312.GE5189@easter-eggs.com> On Thu, May 30, 2013 at 05:06:36AM -0700, scott.dalzell wrote: > We currently have 2 RT servers on site, one running RT3 (ticket numbers > 1-11,000) and another running RT4 (ticket numbers 15000+). > > We are planning to phase out the RT3 machine but in the mean time I want > both RT machines to be accessed via the same email address as to hide this > phase out from our users when the RT4 machine goes live > > Ideally I would like RT to divert all emails relating to ticket numbers > between 1-14999 to our RT3 machine and anything above that to our RT4 > machine. I would also like any new tickets to be created on the RT4 machine > also > > Does anyone know of a way to get RT to behave in this way when using > fetchmail? > make fetchmail send mails to an smtp server with header filtering capacity (postfix) or to a script. Then make the smtp or the script parse the email subject at least and pipe the mail to the right rt-mailgate. -- 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 ktm at rice.edu Thu May 30 08:56:22 2013 From: ktm at rice.edu (ktm at rice.edu) Date: Thu, 30 May 2013 07:56:22 -0500 Subject: [rt-users] RT behavior when CCs are present in a ticket In-Reply-To: <51A74069.5020908@creval.it> References: <51A74069.5020908@creval.it> Message-ID: <20130530125622.GW12507@aart.rice.edu> On Thu, May 30, 2013 at 12:04:39PM +0000, Guadagnino Cristiano wrote: > Hi all, > I have received a few complaints from users about a feature of RT. > After a little experimenting, I find that those complaints are partially > reasonable, so I want to share them with you and get some feedback. > > When RT receives an email that is bound to an already existing ticket, > it notifies everyone in that ticket (requestor, CCs...). So far > everything is good. > > Now picture this situation: Bill wants to send an email to Tom, CCing > John and Jenny and RT (because he wants this conversation to remain > recorded in the ticket's history). The mail is linked to an already > existing ticket (i.e. the subject contains the magical tag). Bill is not > the ticket's original requestor. > > Here comes the "problem": Tom, John and Jenny will receive one email > from Bill and another identical mail from RT. Even Bill will receive his > email back from RT. Even worse, all this emails will look like it was > the ticket owner who sent them. > > I think RT is being overzealous here: since RT already parses the email > header looking for CCs, it should know that those messages are not > useful, since those persons are already receiving the original email. So > it should only notify people who are CCs for the ticket but are NOT > included in the email sent from Bill. > > What do you think? > > Bye > Cris > > p.s. This is happening on our production RT, which is still at 3.8.10. I > don't know if RT 4 changed something in this respect. > Hi Chris, RT's basic premise is that it is the issue management system and handles notifications and updates. If out-of-band additional CC's are done, they will get the CC and the RT update. That being said, you can add these checks yourself to the scrips that send the "extra" Email to not send them in this case. If you do, please put them on the wiki since that seems like useful functionality. Having worked with people using the same workflow, it resulted in RT missing updates should the updater "forget" to reply to RT resulting in missing history. They did much better when all they remembered was to just reply to the RT message only and it would handle the needed additional notifications. Regards, Ken From guadagnino.cristiano at creval.it Thu May 30 10:05:37 2013 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Thu, 30 May 2013 14:05:37 +0000 Subject: [rt-users] RT behavior when CCs are present in a ticket In-Reply-To: <20130530125622.GW12507@aart.rice.edu> References: <51A74069.5020908@creval.it> <20130530125622.GW12507@aart.rice.edu> Message-ID: <51A75CC4.2050907@creval.it> Hi Ken! ----------------- Messaggio originale ----------------- Da: ktm at rice.edu Inviato: Thu May 30 2013 14:56:22 GMT+0200 (CEST) A: Guadagnino Cristiano Oggetto: Re: [rt-users] RT behavior when CCs are present in a ticket > > Hi Chris, > > RT's basic premise is that it is the issue management system and handles > notifications and updates. If out-of-band additional CC's are done, they > will get the CC and the RT update. That being said, you can add these > checks yourself to the scrips that send the "extra" Email to not send > them in this case. If you do, please put them on the wiki since that seems > like useful functionality. Having worked with people using the same > workflow, it resulted in RT missing updates should the updater "forget" > to reply to RT resulting in missing history. They did much better when > all they remembered was to just reply to the RT message only and it would > handle the needed additional notifications. > > Regards, > Ken > Ken, you're absolutely right. What you describe is exactly the type of workflow I've always been using (and suggesting): just reply to RT and let it take care of the rest. Indeed, at first I was surprised by the complaint. But then I realized that the described behavior is quite common when you're dealing with someone who doesn't know about RT at all. Perhaps I oversimplified the example, let's rework it this way: Bill sends an email to another user (originally not in the ticket CCs) and to RT to keep the history updated. The other user knows nothing about a ticketing system being in place. When this user replies, he hits "reply all" just to be sure. Now Bill receives two emails (one from the user and one from RT), and the external user receives his email back from RT. On the other hand, if the external user does not hit "reply all" but only replies to Bill, this reply won't be recorded into the ticket's history. I think (and you seem to agree) that the kind of behavior I suggested implementing would be a gain for everyone. I'll see if I can code it in a scrip, given my less-than-stellar perl abilities. Thank you! Bye Cris From kevin.comer at veracitypayments.com Thu May 30 13:52:52 2013 From: kevin.comer at veracitypayments.com (Kevin) Date: Thu, 30 May 2013 10:52:52 -0700 (PDT) Subject: [rt-users] RT at a Glance error after upgrade from 4.011 to 4.0.12 In-Reply-To: <51A672EC.9060201@bestpractical.com> References: <1368472930897-53829.post@n7.nabble.com> <1369839613636-54098.post@n7.nabble.com> <51A62EFE.6000509@bestpractical.com> <1369849419095-54102.post@n7.nabble.com> <51A672EC.9060201@bestpractical.com> Message-ID: <1369936372109-54122.post@n7.nabble.com> trs, Your reply trigged a thought that I didn?t clear the mason cache after the upgrades. I just cleared the cache and now it is functioning correctly. Thank you for taking a deeper look into this issue, please accept my apology for the the extra hoops I put you through, I can chalk this one up to not clearing the cache after the upgrade on both the .12 and .13 upgrades If you would still like to me to do the data dumper for the MyRT.html, lmk Thanks again for taking the time to look into this issue. -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-at-a-Glance-error-after-upgrade-from-4-011-to-4-0-12-tp53829p54122.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From trs at bestpractical.com Thu May 30 14:42:28 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 30 May 2013 11:42:28 -0700 Subject: [rt-users] RT at a Glance error after upgrade from 4.011 to 4.0.12 In-Reply-To: <1369936372109-54122.post@n7.nabble.com> References: <1368472930897-53829.post@n7.nabble.com> <1369839613636-54098.post@n7.nabble.com> <51A62EFE.6000509@bestpractical.com> <1369849419095-54102.post@n7.nabble.com> <51A672EC.9060201@bestpractical.com> <1369936372109-54122.post@n7.nabble.com> Message-ID: <51A79D94.40904@bestpractical.com> On 05/30/2013 10:52 AM, Kevin wrote: > trs, > > Your reply trigged a thought that I didn?t clear the mason cache after the > upgrades. I just cleared the cache and now it is functioning correctly. > > Thank you for taking a deeper look into this issue, please accept my apology > for the the extra hoops I put you through, > > I can chalk this one up to not clearing the cache after the upgrade on both > the .12 and .13 upgrades > > If you would still like to me to do the data dumper for the MyRT.html, lmk > > Thanks again for taking the time to look into this issue. Glad it's resolved. I don't need the data dumper output. That's a likely scenario, I guess I ruled it out since a number of people reported it. :) From trs at bestpractical.com Thu May 30 14:45:10 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 30 May 2013 11:45:10 -0700 Subject: [rt-users] Change "RT @ A Glance" selection criteria In-Reply-To: References: Message-ID: <51A79E36.1090907@bestpractical.com> On 05/30/2013 12:55 AM, Danie Brink wrote: > Is it possible for us to change the SQL query that is run for the "RT at > a glance" front page that shows the last 10 unowned new tickets? With > our RT Ticket count hovering around 4million the current query performs > a complete table scan to sort the show the last 10 (filtered) so we > would like to customize it more for our needs. > > Any pointers where to look for and modify this query? (We're on RT3.8.7). I suspect you want the $UseSQLForACLChecks option: http://bestpractical.com/rt/docs/latest/RT_Config#UseSQLForACLChecks From jnyhuis at uw.edu Thu May 30 14:59:47 2013 From: jnyhuis at uw.edu (John N.) Date: Thu, 30 May 2013 11:59:47 -0700 Subject: [rt-users] Q: RT4: adding addresses to the $RedistributeAutoGeneratedMessages list Message-ID: <51A7A1A3.5090608@uw.edu> Hi all, I am running RT4, and am having an issue where machine generated messages sent to RT create loops. As per the documentation, I added Set($RedistributeAutoGeneratedMessages, 0); in RT_SiteConfig.pm, and this cleared up most of my problems. Tickets created by "root@*" no longer generate reply emails, which is a good thing. However, mail from 'postmaster@*' is still causing loops. Does anyone know where the list used by $RedistributeAutoGeneratedMessages is specified, so I can add 'postmaster'? -- Thanks, John Nyhuis IT Manager, Stam Lab 2211 Elliott Avenue 6th Floor, 6S139 Seattle, WA 98121 O: (206)-267-1097 ext 220 F: (206)-441-3033 From trs at bestpractical.com Thu May 30 15:08:53 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 30 May 2013 12:08:53 -0700 Subject: [rt-users] Q: RT4: adding addresses to the $RedistributeAutoGeneratedMessages list In-Reply-To: <51A7A1A3.5090608@uw.edu> References: <51A7A1A3.5090608@uw.edu> Message-ID: <51A7A3C5.10505@bestpractical.com> On 05/30/2013 11:59 AM, John N. wrote: > Hi all, > > I am running RT4, and am having an issue where machine generated > messages sent to RT create loops. > As per the documentation, I added > Set($RedistributeAutoGeneratedMessages, 0); in RT_SiteConfig.pm, and > this cleared up most of my problems. Tickets created by "root@*" no > longer generate reply emails, which is a good thing. > > However, mail from 'postmaster@*' is still causing loops. > > Does anyone know where the list used by > $RedistributeAutoGeneratedMessages is specified, so I can add 'postmaster'? postmaster@ is already caught. This sounds like your $RTAddressRegexp is unset when it needs to be or is incomplete. RTAddressRegexp must match all addresses which are injected into RT. You can only leave it unset if all such addresses are accounted for by $CorrespondAddress/$CommentAddress and queue-specific addresses configured in the admin interface. http://bestpractical.com/rt/docs/latest/RT_Config#RTAddressRegexp From SJC at qvii.com Thu May 30 16:43:55 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Thu, 30 May 2013 16:43:55 -0400 Subject: [rt-users] "On Steal" email causing errors Message-ID: <4DD6AB329450D847913EA76D7F3C6B8312A8EADF@valkyrie.ogp.qvii.com> I have this template for when a ticket is stolen: To: { my $old_owner = RT::User->new( $self->CurrentUser ); $old_owner->Load( $Transaction->OldValue ); $old_owner->EmailAddress(); } Subject: Ticket #{ $Ticket->Id() } taken by { $Ticket->OwnerObj->Name() } A ticket you owned: { $Ticket->Subject() } has been taken by { $Ticket->OwnerObj->Name()}. { $RT::WebURL }Ticket/Display.html?id={ $Ticket->Id } I've been using it since around RT 4.0.6 & all has been well. I'm deploying a new 4.0.13 system & copied the Scrip and Template intot he new system. When someone does a Steal, it works inside of RT but I get the following error in the logs: [Thu May 30 20:20:45 2013] [info]: #4/148 - Scrip 12 On Take (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [Thu May 30 20:20:45 2013] [info]: sent Bcc: adam at DOMAIN-REDACTED.com (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:316) [Thu May 30 20:25:52 2013] [info]: Successful login for adam at DOMAIN-REDACTED.com from IP-REDACTED (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:758) [Thu May 30 20:26:20 2013] [error]: Template parsing error: Can't call method "CurrentUser" on an undefined value at template line 1. Stack: [template:1] [/opt/rt4/sbin/../lib/RT/Template.pm:479] [/opt/rt4/sbin/../lib/RT/Template.pm:435] [/opt/rt4/sbin/../lib/RT/Template.pm:363] [/opt/rt4/sbin/../lib/RT/Template.pm:343] [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:138] [/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69] [/opt/rt4/sbin/../lib/RT/ScripAction.pm:226] [/opt/rt4/sbin/../lib/RT/Scrip.pm:448] [/opt/rt4/sbin/../lib/RT/Scrips.pm:234] [/opt/rt4/sbin/../lib/RT/Transaction.pm:179] [/opt/rt4/sbin/../lib/RT/Record.pm:1504] [/opt/rt4/sbin/../lib/RT/Ticket.pm:3051] [/opt/rt4/sbin/../lib/RT/Ticket.pm:3115] [/opt/rt4/share/html/Ticket/Display.html:153] [/opt/rt4/share/html/Ticket/autohandler:66] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:635] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Template.pm:474) What happened? -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Thu May 30 17:05:31 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Thu, 30 May 2013 17:05:31 -0400 Subject: [rt-users] Adding ReplyToTicket right to Requestor on Help queue failing Message-ID: Hi All I am trying this and I do not the right gets added. use strict; use lib '/opt/rt3/lib'; use RT; use RT::Interface::CLI; use Data::Dumper; RT::LoadConfig(); RT::Init(); my $queue = RT::Queue->new( $RT::SystemUser ); my $group = RT::Group->new( $RT::SystemUser ); $queue->Load( 'Help' ); $group->LoadSystemRoleGroup( 'Requestor' ); $group->PrincipalObj->GrantRight( Object => $queue, Right => 'ReplyToTicket' ); What am I doing wrong? -- 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 ruz at bestpractical.com Thu May 30 17:51:03 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 31 May 2013 01:51:03 +0400 Subject: [rt-users] Adding ReplyToTicket right to Requestor on Help queue failing In-Reply-To: References: Message-ID: You don't check any return value. On Fri, May 31, 2013 at 1:05 AM, Asif Iqbal wrote: > Hi All > > I am trying this and I do not the right gets added. > > use strict; > use lib '/opt/rt3/lib'; > > use RT; > use RT::Interface::CLI; > use Data::Dumper; > > RT::LoadConfig(); > RT::Init(); > > my $queue = RT::Queue->new( $RT::SystemUser ); > > my $group = RT::Group->new( $RT::SystemUser ); > > $queue->Load( 'Help' ); > > $group->LoadSystemRoleGroup( 'Requestor' ); > > $group->PrincipalObj->GrantRight( Object => $queue, Right => > 'ReplyToTicket' ); > > What am I doing wrong? > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > A: Because it messes up the order in which people normally read text. > Q: Why is top-posting such a bad thing? > > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From vadud3 at gmail.com Thu May 30 22:20:19 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Thu, 30 May 2013 22:20:19 -0400 Subject: [rt-users] Adding ReplyToTicket right to Requestor on Help queue failing In-Reply-To: References: Message-ID: On Thu, May 30, 2013 at 5:51 PM, Ruslan Zakirov wrote: > You don't check any return value. > > > added the check return and did not disclose any error if (!$queue->Load( 'Help' )) { die $@; }; if (!$group->LoadSystemRoleGroup( 'Requestor' )){ die $@; }; if (!$group->PrincipalObj->GrantRight( Object => $queue, Right => 'ShowTicket' )){ die $@; }; Help Queue Group Rights still not adding Role Requestor with Right ShowTicket But then I realized I am using the wrong method. I changed it to LoadQueueRoleGroup and it is working now. replaced this $group->LoadSystemRoleGroup( 'Requestor' ); with this $group->LoadQueueRoleGroup( Queue => $queue->id, Type => 'Requestor' ); > On Fri, May 31, 2013 at 1:05 AM, Asif Iqbal wrote: > >> Hi All >> >> I am trying this and I do not the right gets added. >> >> use strict; >> use lib '/opt/rt3/lib'; >> >> use RT; >> use RT::Interface::CLI; >> use Data::Dumper; >> >> RT::LoadConfig(); >> RT::Init(); >> >> my $queue = RT::Queue->new( $RT::SystemUser ); >> >> my $group = RT::Group->new( $RT::SystemUser ); >> >> $queue->Load( 'Help' ); >> >> $group->LoadSystemRoleGroup( 'Requestor' ); >> >> $group->PrincipalObj->GrantRight( Object => $queue, Right => >> 'ReplyToTicket' ); >> >> What am I doing wrong? >> >> -- >> Asif Iqbal >> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu >> A: Because it messes up the order in which people normally read text. >> Q: Why is top-posting such a bad thing? >> >> >> >> >> -- >> RT Training in Seattle, June 19-20: http://bestpractical.com/training >> > > > > -- > Best regards, Ruslan. > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri May 31 07:02:09 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 31 May 2013 15:02:09 +0400 Subject: [rt-users] Adding ReplyToTicket right to Requestor on Help queue failing In-Reply-To: References: Message-ID: You still don't check return value of GrantRight correctly, see examples in RT. On Fri, May 31, 2013 at 6:20 AM, Asif Iqbal wrote: > > > > On Thu, May 30, 2013 at 5:51 PM, Ruslan Zakirov wrote: > >> You don't check any return value. >> >> >> > added the check return and did not disclose any error > > if (!$queue->Load( 'Help' )) { > die $@; > }; > > if (!$group->LoadSystemRoleGroup( 'Requestor' )){ > die $@; > }; > > if (!$group->PrincipalObj->GrantRight( Object => $queue, Right => > 'ShowTicket' )){ > die $@; > }; > > Help Queue Group Rights still not adding Role Requestor with Right > ShowTicket > > But then I realized I am using the wrong method. > > I changed it to LoadQueueRoleGroup and it is working now. > > replaced this > > $group->LoadSystemRoleGroup( 'Requestor' ); > > with this > > $group->LoadQueueRoleGroup( Queue => $queue->id, Type => 'Requestor' ); > > > > >> On Fri, May 31, 2013 at 1:05 AM, Asif Iqbal wrote: >> >>> Hi All >>> >>> I am trying this and I do not the right gets added. >>> >>> use strict; >>> use lib '/opt/rt3/lib'; >>> >>> use RT; >>> use RT::Interface::CLI; >>> use Data::Dumper; >>> >>> RT::LoadConfig(); >>> RT::Init(); >>> >>> my $queue = RT::Queue->new( $RT::SystemUser ); >>> >>> my $group = RT::Group->new( $RT::SystemUser ); >>> >>> $queue->Load( 'Help' ); >>> >>> $group->LoadSystemRoleGroup( 'Requestor' ); >>> >>> $group->PrincipalObj->GrantRight( Object => $queue, Right => >>> 'ReplyToTicket' ); >>> >>> What am I doing wrong? >>> >>> -- >>> 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? >>> >>> >>> >>> >>> -- >>> RT Training in Seattle, June 19-20: http://bestpractical.com/training >>> >> >> >> >> -- >> Best regards, Ruslan. >> > > > > -- > 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? > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri May 31 07:10:11 2013 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 31 May 2013 15:10:11 +0400 Subject: [rt-users] "On Steal" email causing errors In-Reply-To: <4DD6AB329450D847913EA76D7F3C6B8312A8EADF@valkyrie.ogp.qvii.com> References: <4DD6AB329450D847913EA76D7F3C6B8312A8EADF@valkyrie.ogp.qvii.com> Message-ID: Hi, I don't remember $self being ever available in Templates, instead of $self->CurrentUser use $Transaction->CurrentUser or just RT->SystemUser. On Fri, May 31, 2013 at 12:43 AM, Cena, Stephen (ext. 300) wrote: > ** > I have this template for when a ticket is stolen: > > To: { my $old_owner = RT::User->new( $self->CurrentUser ); > $old_owner->Load( $Transaction->OldValue ); > $old_owner->EmailAddress(); } > Subject: Ticket #{ $Ticket->Id() } taken by { $Ticket->OwnerObj->Name() } > > A ticket you owned: > > { $Ticket->Subject() } > > has been taken by { $Ticket->OwnerObj->Name()}. > > { $RT::WebURL }Ticket/Display.html?id={ $Ticket->Id } > > I've been using it since around RT 4.0.6 & all has been well. I'm > deploying a new 4.0.13 system & copied the Scrip and Template intot he new > system. When someone does a Steal, it works inside of RT but I get the > following error in the logs: > > [Thu May 30 20:20:45 2013] [info]: < > rt-4.0.13-1532-1369945245-1205.4-12-0 at DOMAIN-REDACTED.com> #4/148 - Scrip > 12 On Take (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) > [Thu May 30 20:20:45 2013] [info]: < > rt-4.0.13-1532-1369945245-1205.4-12-0 at DOMAIN-REDACTED.com> sent Bcc: > adam at DOMAIN-REDACTED.com (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:316) > [Thu May 30 20:25:52 2013] [info]: Successful login for > adam at DOMAIN-REDACTED.com from IP-REDACTED > (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:758) > [Thu May 30 20:26:20 2013] [error]: Template parsing error: Can't call > method "CurrentUser" on an undefined value at template line 1. > > Stack: > [template:1] > [/opt/rt4/sbin/../lib/RT/Template.pm:479] > [/opt/rt4/sbin/../lib/RT/Template.pm:435] > [/opt/rt4/sbin/../lib/RT/Template.pm:363] > [/opt/rt4/sbin/../lib/RT/Template.pm:343] > [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:138] > [/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69] > [/opt/rt4/sbin/../lib/RT/ScripAction.pm:226] > [/opt/rt4/sbin/../lib/RT/Scrip.pm:448] > [/opt/rt4/sbin/../lib/RT/Scrips.pm:234] > [/opt/rt4/sbin/../lib/RT/Transaction.pm:179] > [/opt/rt4/sbin/../lib/RT/Record.pm:1504] > [/opt/rt4/sbin/../lib/RT/Ticket.pm:3051] > [/opt/rt4/sbin/../lib/RT/Ticket.pm:3115] > [/opt/rt4/share/html/Ticket/Display.html:153] > [/opt/rt4/share/html/Ticket/autohandler:66] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:635] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335] > [/opt/rt4/share/html/autohandler:53] > (/opt/rt4/sbin/../lib/RT/Template.pm:474) > What happened? > > > > -- > RT Training in Seattle, June 19-20: http://bestpractical.com/training > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Fri May 31 11:58:14 2013 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Fri, 31 May 2013 11:58:14 -0400 Subject: [rt-users] "On Steal" email causing errors References: <4DD6AB329450D847913EA76D7F3C6B8312A8EADF@valkyrie.ogp.qvii.com> Message-ID: <4DD6AB329450D847913EA76D7F3C6B8312A8EFDC@valkyrie.ogp.qvii.com> Yup, that fixed it! I wonder what caused it to break? It was working before. Glad its fixed now! Stephen Cena QVII MIS/IT Dept 850 Hudson Ave. Rochester, NY. 14620 585-544-0450 x300 sjc at qvii.com "Thank you for helping us help you help us all." --For email related issues, please contact postmaster at qvii.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From michael.obrien at globoforce.com Fri May 31 12:05:32 2013 From: michael.obrien at globoforce.com (globo) Date: Fri, 31 May 2013 09:05:32 -0700 (PDT) Subject: [rt-users] Moving a ticket to a new queue , assign to the owner of the queue In-Reply-To: <1369821389092-54090.post@n7.nabble.com> References: <1369821389092-54090.post@n7.nabble.com> Message-ID: <1370016332606-54134.post@n7.nabble.com> Thanks Ruslan , that worked -- View this message in context: http://requesttracker.8502.n7.nabble.com/Moving-a-ticket-to-a-new-queue-assign-to-the-owner-of-the-queue-tp54090p54134.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From michael.obrien at globoforce.com Fri May 31 12:09:54 2013 From: michael.obrien at globoforce.com (globo) Date: Fri, 31 May 2013 09:09:54 -0700 (PDT) Subject: [rt-users] Alert Group when a ticket in placed into stall Message-ID: <1370016594086-54135.post@n7.nabble.com> Hi Does anyone have a script to alert a group when a ticket/request is placed in a Stall condition. I use the following to alert the group To: { my $group = RT::Group->new( $RT::SystemUser ); $group->LoadUserDefinedGroup("Group Name"); $group->MemberEmailAddressesAsString; } but I cant find the Condition (On Stall ) when setting up the script Any help much appreciated -- View this message in context: http://requesttracker.8502.n7.nabble.com/Alert-Group-when-a-ticket-in-placed-into-stall-tp54135.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From elacour at easter-eggs.com Fri May 31 12:15:19 2013 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 31 May 2013 18:15:19 +0200 Subject: [rt-users] Alert Group when a ticket in placed into stall In-Reply-To: <1370016594086-54135.post@n7.nabble.com> References: <1370016594086-54135.post@n7.nabble.com> Message-ID: <20130531161519.GH5336@easter-eggs.com> On Fri, May 31, 2013 at 09:09:54AM -0700, globo wrote: > Hi > Hi, > Does anyone have a script to alert a group when a ticket/request is placed > in a Stall condition. > > I use the following to alert the group > > To: { my $group = RT::Group->new( $RT::SystemUser ); > $group->LoadUserDefinedGroup("Group Name"); > $group->MemberEmailAddressesAsString; } > > but I cant find the Condition (On Stall ) when setting up the script > > Use a User defined condition such as: return undef unless ( $self->TicketObj->Type eq 'ticket' ); return undef unless ( $self->TransactionObj->Type eq 'Status' ); return undef unless ( $self->TransactionObj->NewValue ne $self->TransactionObj->OldValue ); return undef unless ( $self->TransactionObj->NewValue eq 'stalled' ); return 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 JThuau at spacex.com Fri May 31 12:27:29 2013 From: JThuau at spacex.com (Jok Thuau) Date: Fri, 31 May 2013 16:27:29 +0000 Subject: [rt-users] Alert Group when a ticket in placed into stall In-Reply-To: <1370016594086-54135.post@n7.nabble.com> Message-ID: Use the "On Status Change", and look at the new status of that transaction in your scrip/template. Thanks, Jok -- | Joachim Thuau | IT Systems Engineer - Linux / SpaceX | On 5/31/13 9:09 AM, "globo" wrote: >Hi > >Does anyone have a script to alert a group when a ticket/request is placed >in a Stall condition. > >I use the following to alert the group > >To: { my $group = RT::Group->new( $RT::SystemUser ); >$group->LoadUserDefinedGroup("Group Name"); >$group->MemberEmailAddressesAsString; } > >but I cant find the Condition (On Stall ) when setting up the script > > >Any help much appreciated > > > > > >-- >View this message in context: >http://requesttracker.8502.n7.nabble.com/Alert-Group-when-a-ticket-in-plac >ed-into-stall-tp54135.html >Sent from the Request Tracker - User mailing list archive at Nabble.com. > > >-- >RT Training in Seattle, June 19-20: http://bestpractical.com/training From trs at bestpractical.com Fri May 31 12:57:26 2013 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 31 May 2013 09:57:26 -0700 Subject: [rt-users] Alert Group when a ticket in placed into stall In-Reply-To: <1370016594086-54135.post@n7.nabble.com> References: <1370016594086-54135.post@n7.nabble.com> Message-ID: <51A8D676.3070904@bestpractical.com> On 05/31/2013 09:09 AM, globo wrote: > Does anyone have a script to alert a group when a ticket/request is placed > in a Stall condition. > > but I cant find the Condition (On Stall ) when setting up the script The other answers you received will work, but if you'd like you can fairly easily add an "On Stalled" condition to the scrip dropdown. You'll need to create a small file with the following contents: @ScripConditions = ( { Name => 'On Stalled', Description => 'Whenever a ticket is stalled', ApplicableTransTypes => 'Status', ExecModule => 'StatusChange', Argument => 'stalled' } ); This is based on a small piece of etc/initialdata that's installed with RT for the "On Resolve", "On Open", etc conditions. Once you have the file, run: sbin/rt-setup-database --action insert --datafile /path/to/file/above It'll insert the "On Stalled" condition you defined into the database for use in the scrip condition dropdown. From vadud3 at gmail.com Fri May 31 15:01:02 2013 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 31 May 2013 15:01:02 -0400 Subject: [rt-users] Adding ReplyToTicket right to Requestor on Help queue failing In-Reply-To: References: Message-ID: On Fri, May 31, 2013 at 7:02 AM, Ruslan Zakirov wrote: > You still don't check return value of GrantRight correctly, see examples > in RT. > > > On Fri, May 31, 2013 at 6:20 AM, Asif Iqbal wrote: > >> >> >> >> On Thu, May 30, 2013 at 5:51 PM, Ruslan Zakirov wrote: >> >>> You don't check any return value. >>> >>> >>> >> added the check return and did not disclose any error >> >> if (!$queue->Load( 'Help' )) { >> die $@; >> }; >> >> if (!$group->LoadSystemRoleGroup( 'Requestor' )){ >> die $@; >> }; >> >> if (!$group->PrincipalObj->GrantRight( Object => $queue, Right => >> 'ShowTicket' )){ >> die $@; >> }; >> >> Help Queue Group Rights still not adding Role Requestor with Right >> ShowTicket >> >> But then I realized I am using the wrong method. >> >> I changed it to LoadQueueRoleGroup and it is working now. >> >> replaced this >> >> $group->LoadSystemRoleGroup( 'Requestor' ); >> >> with this >> >> $group->LoadQueueRoleGroup( Queue => $queue->id, Type => 'Requestor' ); >> >> >> >> >>> On Fri, May 31, 2013 at 1:05 AM, Asif Iqbal wrote: >>> >>>> Hi All >>>> >>>> I am trying this and I do not the right gets added. >>>> >>>> use strict; >>>> use lib '/opt/rt3/lib'; >>>> >>>> use RT; >>>> use RT::Interface::CLI; >>>> use Data::Dumper; >>>> >>>> RT::LoadConfig(); >>>> RT::Init(); >>>> >>>> my $queue = RT::Queue->new( $RT::SystemUser ); >>>> >>>> my $group = RT::Group->new( $RT::SystemUser ); >>>> >>>> $queue->Load( 'Help' ); >>>> >>>> $group->LoadSystemRoleGroup( 'Requestor' ); >>>> >>>> $group->PrincipalObj->GrantRight( Object => $queue, Right => >>>> 'ReplyToTicket' ); >>>> >>> my ( $status, $msg ) = $group->PrincipalObj->GrantRight( Object => $queue, Right => 'ShowTicket' ); print $msg . "\n"; results That principal already has that right doh! Thanks a lot for your help >>>> What am I doing wrong? >>>> >>>> -- >>>> 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? >>>> >>>> >>>> >>>> >>>> -- >>>> RT Training in Seattle, June 19-20: http://bestpractical.com/training >>>> >>> >>> >>> >>> -- >>> Best regards, Ruslan. >>> >> >> >> >> -- >> 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? >> >> > > > -- > Best regards, Ruslan. > -- 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 ccandido at turn14.com Fri May 31 15:29:19 2013 From: ccandido at turn14.com (candidochris) Date: Fri, 31 May 2013 12:29:19 -0700 (PDT) Subject: [rt-users] Email Message Cut off on Reply Message-ID: <1370028558601-54140.post@n7.nabble.com> We're having an issue with RT where sometimes, when responding to a ticket via email, the older information is cut off. It seems like RT is limiting the length of the message body. So if a conversation consists of: Message A Reply B Message C Reply D In the UI, the whole conversation will be recorded. However, Reply D will have Message C and none of the remaining correspondence. If I click to show the outgoing message, it's cut off there as well so it's definately happening in RT (not on an outgoing/incoming mail server). It's a problem for us because we need to show clients the entire thread in our responses. Any thoughts? It almost feels like 'Maximum inline message length' / MaxInlineBody setting but for email. Thanks Chris -- View this message in context: http://requesttracker.8502.n7.nabble.com/Email-Message-Cut-off-on-Reply-tp54140.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ccandido at turn14.com Fri May 31 15:41:59 2013 From: ccandido at turn14.com (candidochris) Date: Fri, 31 May 2013 12:41:59 -0700 (PDT) Subject: [rt-users] Email Message Cut off on Reply In-Reply-To: <1370028558601-54140.post@n7.nabble.com> References: <1370028558601-54140.post@n7.nabble.com> Message-ID: <1370029319447-54141.post@n7.nabble.com> I should also mention that alot off the cutoff messages have '--' in them in places other than on our user's signatures which leads me to wonder if RT counts those as messages and cuts it off at 3 or so? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Email-Message-Cut-off-on-Reply-tp54140p54141.html Sent from the Request Tracker - User mailing list archive at Nabble.com.