From mattsomek at yahoo.com  Fri Nov  1 05:13:53 2013
From: mattsomek at yahoo.com (Kipruto Matthew)
Date: Fri, 1 Nov 2013 02:13:53 -0700 (PDT)
Subject: [rt-users] How Do i get rt-crontool working?
In-Reply-To: <CABgOHgukU_xgqgC9xN+U7r6t3xmTegPmtYj9LdiaD5GFup-q_w@mail.gmail.com>
References: <1383235798.62874.YahooMailNeo@web161701.mail.bf1.yahoo.com>
	<CABgOHgukU_xgqgC9xN+U7r6t3xmTegPmtYj9LdiaD5GFup-q_w@mail.gmail.com>
Message-ID: <1383297233.58562.YahooMailNeo@web161705.mail.bf1.yahoo.com>

Hello thanx for your reply.? 


on my crontab i set

30 * * * * bin/rt-crontool --search RT::Search::noc --search-arg "Created < '1 week ago' AND Created > '5 weeks ago'"--action RT::Action::RecordComment --template 'Ignored tickets'


"noc" represents the Queue in which i created to represent the network operation center staff.? then in the glopbal template section i created a template named Ignored tickets and in the scripts section i set 


Subject: {$Ticket->id} Ignored Tickets after 1 week!
RT-Send-Cc: mmeksmatt at gmail.com, mattsomek at yahoo.com

The ticket {$Ticket->id} has been been ignored for? 1 week now.? Get busy.

i dont get it working. i am newbie to rt. kindly help





On Thursday, October 31, 2013 10:52 PM, Landon Stewart <lstewart at iweb.com> wrote:
 
On 31 October 2013 09:09, Kipruto Matthew <mattsomek at yahoo.com> wrote:
>
>hey pliz help. i want the rt to be sending mails? when tickeks have stayed for sometime.... e.g 2days..... how do i set it in crontab?
>>
>
>
>It would be helpful if you could provide some real world examples of what you are trying to do and what is happening rather than what you expect. ?
>
>
-- 
>
>Landon Stewart :: lstewart at iweb.com
>Lead Specialist, Abuse and Security Management
>Sp?cialiste principal, gestion des abus et s?curit?
>http://iweb.com :: +1 (888) 909-4932
>
>
>
>
>
>
>
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From michael.obrien at globoforce.com  Fri Nov  1 12:52:37 2013
From: michael.obrien at globoforce.com (globo)
Date: Fri, 1 Nov 2013 09:52:37 -0700 (PDT)
Subject: [rt-users] Dashboard Subscriptions -  Frequency
Message-ID: <1383324757773-55692.post@n7.nabble.com>

Hi, 

On Dashboard subscriptions you can set the Frequency to  Daily , Week ,
Monday through Friday and Monthly. 

Is it possible to set it every 6 Months / Yearly ? 


 






--
View this message in context: http://requesttracker.8502.n7.nabble.com/Dashboard-Subscriptions-Frequency-tp55692.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From lyra at pop-pr.rnp.br  Fri Nov  1 13:36:00 2013
From: lyra at pop-pr.rnp.br (Christian Lyra)
Date: Fri, 1 Nov 2013 15:36:00 -0200
Subject: [rt-users] Help with mailgate after upgrade
Message-ID: <CAD61t_KKxJVxaCcvuj3kXSzuqCq_z_1eh0Fo4eZdM7RHUCA+kA@mail.gmail.com>

Hi,

I had a working RT 4.0.4 and did the upgrade to the new 4.2.0. Upgrade went
fine after all the make testdeps/fixdeps/upgrade/upgrade-database but now
the mailgate is broken! My system is a debian stable and the latest perl
libraries from CPAN (installed with make fixdeps). When I try to open a
ticket by email I got the following:

from apache error log:

[14196] [Fri Nov  1 17:03:04 2013] [warning]: Use of uninitialized value
$NewSubject in scalar chomp at /opt/rt4/sbin/../lib/RT/Interface/Email.pm
line 1330. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1330)
[14196] [Fri Nov  1 17:03:04 2013] [error]: Couldn't parse or find sender's
address (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:74)
[14196] [Fri Nov  1 17:03:04 2013] [error]: Could not record email: Could
not load a valid user (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75)

from procmail:

--- Logging /home/rt/procmail.log for rt, procmail: [17692] Fri Nov  1
15:03:02 2013
procmail: Assigning "MAILDOMAIN=mydomain"
procmail: Assigning "RT_MAILGATE=/opt/rt4/bin/rt-mailgate"
procmail: Assigning "RT_URL=http://mydomain/rt"
procmail: Assigning "LOGABSTRACT=all"
procmail: Executing "formail -c -xTo: |grep $MAILDOMAIN |sed -e 's/.*for
*<*\(.*\)>* *;.*$/\1/'"
procmail: Assigning "TO= "rti at mydomain" <rti at mydomain>"
procmail: Executing "echo $TO| $HOME/get_queue.pl"
procmail: Assigning "QUEUE=rti"
procmail: Executing "echo $TO| $HOME/get_action.pl"
procmail: Assigning "ACTION=correspond"
procmail: Executing
"/usr/bin/perl,/opt/rt4/bin/rt-mailgate,--debug,--queue,rti,--action,correspond,--url,
http://mydomain/rt"
/opt/rt4/bin/rt-mailgate: temp file is '/tmp/kb3fog0szG/3wYOMoZmOS'
/opt/rt4/bin/rt-mailgate: connecting to
http://mydomain/rt/REST/1.0/NoAuth/mail-gateway
not ok - Could not load a valid user

procmail: [17692] Fri Nov  1 15:03:04 2013
procmail: Assigning "LASTFOLDER=/usr/bin/perl /opt/rt4/bin/rt-mailgate
--debug --queue rti --action correspond --url http://mydomain/rt"
procmail: Notified comsat: "rt@:/usr/bin/perl /opt/rt4/bin/rt-mailgate
--debug --queue rti --action correspond --url http://mydomain/rt"
>From lyra at mydomain  Fri Nov  1 15:03:02 2013
 Subject: Teste N1
  Folder: /usr/bin/perl /opt/rt4/bin/rt-mailgate --debug --queue rti -
   2666

Now the strange part: If i try to open the ticket from command line as:

cat email.txt | /opt/rt4/bin/rt-mailgate --debug --queue rti --action
correspond --url http://mydomain/rt
/opt/rt4/bin/rt-mailgate: temp file is '/tmp/8JZz6PkHMz/d_rvgfpGHN'
/opt/rt4/bin/rt-mailgate: connecting to
http://mydomain/rt/REST/1.0/NoAuth/mail-gateway
ok
Ticket: 67098
Queue: RTI
Owner: Nobody
Status: new
Subject: Teste N1
Requestor: lyra at mydomain

It works! Any clues?


-- 
Christian Lyra
PoP-PR/RNP
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From ddm at bartol.udel.edu  Fri Nov  1 14:33:59 2013
From: ddm at bartol.udel.edu (Daniel De Marco)
Date: Fri, 1 Nov 2013 14:33:59 -0400
Subject: [rt-users] hide comments,
	groups and tickets in More about the requestor box
Message-ID: <20131101183359.GB1764@yakko.bartol.udel.edu>

Hi,

I'd like to disable showing comments, groups and tickets in the More
about the requestor box in the ticket display page.

Looking at Ticket/Elements/ShowRequestor I see that the three variables
$ShowComments $ShowTickets $ShowGroups set to 1 in the ARGS section
would do exactly what I wanted if I was able to set them to 0.

There are several callbacks in the code, but none of them seem to be
able to modify those variables. Is there a way to override those
variables in a maintainable way (i.e. without modifying the souce :-) ?

Thank you, Daniel.



From falcone at bestpractical.com  Fri Nov  1 15:36:28 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 1 Nov 2013 12:36:28 -0700
Subject: [rt-users] Get Queue CustomField value
In-Reply-To: <1383033876632-55642.post@n7.nabble.com>
References: <1383033876632-55642.post@n7.nabble.com>
Message-ID: <20131101193628.GE1829@jibsheet.com>

On Tue, Oct 29, 2013 at 01:04:36AM -0700, andkulb wrote:
> Hello,
> 
> I have a queue named AAA. Then there are a custum field for queues - SubUnit
> with values: a, b, c.
> 
> Queue AAA has a value 'a' of SubUnit custom field.
> 
> How can I extract that value? I want to use that value on scrip.

Same way you do it for tickets, or users or any other Record which can
have Custom Fields.

http://bestpractical.com/docs/rt/latest/RT/Record.html#FirstCustomFieldValue-FIELD

-kevin
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From falcone at bestpractical.com  Fri Nov  1 15:38:55 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 1 Nov 2013 12:38:55 -0700
Subject: [rt-users] canonicalizing URI fsck.com?
In-Reply-To: <CAO_bo77nm0naQAY7PEf2MMS=Sh54Hx=mOfGyE8vOtbOhTg4z+g@mail.gmail.com>
References: <CAO_bo77nm0naQAY7PEf2MMS=Sh54Hx=mOfGyE8vOtbOhTg4z+g@mail.gmail.com>
Message-ID: <20131101193855.GF1829@jibsheet.com>

On Tue, Oct 29, 2013 at 04:33:58PM -0400, Len Jaffe wrote:
> FOr some of my users, I see meesages of this form in my rt.log:
> 
> [Tue Oct 29 19:25:25 2013] [debug]: Canonicalizing URI '21' to
> 'fsck.com-rt://mydomain.com/ticket/21'
> (/u01/app/PROD/rt4-efts/sbin/../lib/RT/URI.pm:108)
> 
> What's up with fsck.com?
> Did I misconfigure something back in the beginning?

fsck.com-rt:// is RT's internal custom url scheme (like http:// or
ftp://).

> Can I get rid of the references to fsck.com? 

You could rewrite RT's URI code (lib/RT/URI/*.pm).

> Can I get rid of the messages
> about canonicalizing the URI altogether?

Don't run your logs in debug?  It's a debug message to help with
figuring out when links go wrong.

-kevin
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From lenjaffe at jaffesystems.com  Fri Nov  1 15:43:21 2013
From: lenjaffe at jaffesystems.com (Len Jaffe)
Date: Fri, 1 Nov 2013 15:43:21 -0400
Subject: [rt-users] canonicalizing URI fsck.com?
In-Reply-To: <20131101193855.GF1829@jibsheet.com>
References: <CAO_bo77nm0naQAY7PEf2MMS=Sh54Hx=mOfGyE8vOtbOhTg4z+g@mail.gmail.com>
	<20131101193855.GF1829@jibsheet.com>
Message-ID: <CAO_bo74H-139_sMwub7VrhEjhjAnaOpkK-4JW8Mg_eW5ePFM5A@mail.gmail.com>

On Fri, Nov 1, 2013 at 3:38 PM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Tue, Oct 29, 2013 at 04:33:58PM -0400, Len Jaffe wrote:
> > [ fsck.com in my logs.....[snip]
>

> > Can I get rid of the messages
> > about canonicalizing the URI altogether?
> Don't run your logs in debug?  It's a debug message to help with
> figuring out when links go wrong.


Ah. ok. Makes sense.



-- 
lenjaffe at jaffesystems.com   614-404-4214    @lenjaffe
Software Engineer,  Host of Columbus Code
Jam<http://www.meetup.com/techlifecolumbus/>
www.lenjaffe.com     http://www.theycomewithcheese.com
Perl Advent Planet <http://www.lenjaffe.com/PerlAdventPlanet/> - Advent
Calendars: Perlish and otherwise.
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From falcone at bestpractical.com  Fri Nov  1 15:43:55 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 1 Nov 2013 12:43:55 -0700
Subject: [rt-users] Upgraded 3.8.8 -> 4.2.0, IE issues
In-Reply-To: <19AE285F8495424FA7AF79F7CCCA6B8726BC3790@EMBX-CLFT2.cdc.gov>
References: <3E03948D0E9C1A41A3D435B6D0570F97BBA694@AUSP01DAG0301.collaborationhost.net>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC3790@EMBX-CLFT2.cdc.gov>
Message-ID: <20131101194355.GG1829@jibsheet.com>

On Tue, Oct 29, 2013 at 08:54:33PM +0000, Wright, Cory (CDC/OID/NCIRD) (CTR) wrote:
> Tom -- I have also experienced this issue along with the previously
> communicated broken email issues, both of which are blocking a 4.2.0
> upgrade in our environment. No resolution on either, yet.

In the hopes that folks searching will find the ticket where we
resolved this.

Ticket:
http://issues.bestpractical.com/Ticket/Display.html?id=26797

Link from ticket to patch on GitHub
https://github.com/bestpractical/rt/commit/e827789

-kevin
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From falcone at bestpractical.com  Fri Nov  1 15:44:53 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 1 Nov 2013 12:44:53 -0700
Subject: [rt-users] Reply text box slow to load
In-Reply-To: <CANcvjKz3xj0QkQE1L2qF839No8=-E5FQNbfAoV+tedNvQP4p7w@mail.gmail.com>
References: <CANcvjKz3EZ5qqYBxCrirh5NSFFqzjy=LYb05f_7boKN7mt5HKA@mail.gmail.com>
	<CANcvjKz3xj0QkQE1L2qF839No8=-E5FQNbfAoV+tedNvQP4p7w@mail.gmail.com>
Message-ID: <20131101194453.GH1829@jibsheet.com>

On Thu, Oct 31, 2013 at 12:39:12PM +1300, Thatcher Rea wrote:
>    If I set MessageBoxRichText to 0, the problem resolves itself. But that means that I don't
>    have Rich Text editing capabilities in my ticket replies. Any ideas?

Something in your environment (but not our production instance, or any
other reported environment) is causing the JavaScript for the rich
text editor to load exceptionally slowly.

Ask Chrome what part is taking a long time and whether it's the
delivery over the wire or the parsing.

-kevin

>    On Thu, Oct 31, 2013 at 7:20 AM, Thatcher Rea <[1]thatcher.rea at bywatersolutions.com> wrote:
> 
>      We upgraded from 4.0.7 last night, and am noticing that when you reply to a ticket, the
>      reply text box takes the better part of 60 seconds to load. It seems to be slightly better
>      in Chrome than Firefox, but still takes inordinately long. Has anyone else seen this
>      problem?
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From falcone at bestpractical.com  Fri Nov  1 15:46:42 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 1 Nov 2013 12:46:42 -0700
Subject: [rt-users] CC emails not always being sent
In-Reply-To: <0CE56AE307C0BC4B950BF05F3759DF4314CF9481@MailStore2010.ogp.qvii.com>
References: <mailman.5.1382803202.21086.rt-users@lists.bestpractical.com>
	<0CE56AE307C0BC4B950BF05F3759DF4314CF9481@MailStore2010.ogp.qvii.com>
Message-ID: <20131101194642.GI1829@jibsheet.com>

On Thu, Oct 31, 2013 at 01:39:52PM +0000, Cena, Stephen (ext. 300) wrote:
> Rafal - After making that change, I'm now getting extra emails:
> Is this expected when I change NotifyActor to 1, or is this another setting that's causing this?

As expected.
http://bestpractical.com/docs/rt/latest/RT_Config.html#NotifyActor

With that config set, RT will send you any email caused as a result of
your action, rather than suppressing them (the RT default).

-kevin
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From falcone at bestpractical.com  Fri Nov  1 15:54:24 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 1 Nov 2013 12:54:24 -0700
Subject: [rt-users] Help with mailgate after upgrade
In-Reply-To: <CAD61t_KKxJVxaCcvuj3kXSzuqCq_z_1eh0Fo4eZdM7RHUCA+kA@mail.gmail.com>
References: <CAD61t_KKxJVxaCcvuj3kXSzuqCq_z_1eh0Fo4eZdM7RHUCA+kA@mail.gmail.com>
Message-ID: <20131101195424.GJ1829@jibsheet.com>

On Fri, Nov 01, 2013 at 03:36:00PM -0200, Christian Lyra wrote:
>    [14196] [Fri Nov 1 17:03:04 2013] [warning]: Use of uninitialized value $NewSubject in scalar
>    chomp at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 1330.
>    (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1330)
>    [14196] [Fri Nov 1 17:03:04 2013] [error]: Couldn't parse or find sender's address
>    (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:74)

These two errors imply that the email RT receives does not have a
Subject: line (the warning) or any of Reply-To:, From:, Sender: (second
error)

I'd be looking at what in your formail/procmail/get_*.pl scrips is
munging the mail before delivery to RT.

It doesn't appear to be an RT error since piping the mail directly to
rt-mailgate (as your later test shows) works as expected.

-kevin

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From falcone at bestpractical.com  Fri Nov  1 15:57:08 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 1 Nov 2013 12:57:08 -0700
Subject: [rt-users] hide comments,
 groups and tickets in More about the requestor box
In-Reply-To: <20131101183359.GB1764@yakko.bartol.udel.edu>
References: <20131101183359.GB1764@yakko.bartol.udel.edu>
Message-ID: <20131101195708.GK1829@jibsheet.com>

On Fri, Nov 01, 2013 at 02:33:59PM -0400, Daniel De Marco wrote:
> I'd like to disable showing comments, groups and tickets in the More
> about the requestor box in the ticket display page.

Two of those three are configuration options.
http://bestpractical.com/docs/rt/latest/RT_Config.html#MoreAboutRequestorGroupsLimit
http://bestpractical.com/docs/rt/latest/RT_Config.html#MoreAboutRequestorTicketList
As for the comment, I'd probably just use CSS to hide the div, rather
than using a callback, since there's no performance hit.

-kevin

> Looking at Ticket/Elements/ShowRequestor I see that the three variables
> $ShowComments $ShowTickets $ShowGroups set to 1 in the ARGS section
> would do exactly what I wanted if I was able to set them to 0.
> 
> There are several callbacks in the code, but none of them seem to be
> able to modify those variables. Is there a way to override those
> variables in a maintainable way (i.e. without modifying the souce :-) ?
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From lyra at pop-pr.rnp.br  Fri Nov  1 16:18:15 2013
From: lyra at pop-pr.rnp.br (Christian Lyra)
Date: Fri, 1 Nov 2013 18:18:15 -0200
Subject: [rt-users] Help with mailgate after upgrade
In-Reply-To: <20131101195424.GJ1829@jibsheet.com>
References: <CAD61t_KKxJVxaCcvuj3kXSzuqCq_z_1eh0Fo4eZdM7RHUCA+kA@mail.gmail.com>
	<20131101195424.GJ1829@jibsheet.com>
Message-ID: <CAD61t_J742S12_ru0cbexj-TW_QsZ0Krj2FHA8rhYhJzy6bZ8A@mail.gmail.com>

Hi,

 I think you are right, but something has changed between versions. Digging
a little further I found that fetchmail/procmail is adding a line like
">From rt  Fri Nov  1 18:08:01 2013" at the top of the headers! It seems
that this line was not parsed before but now it is and cause all that
problem! Removing "-f %F" from procmail seem to solve that. Not sure about
what this would break next :-)



On Fri, Nov 1, 2013 at 5:54 PM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Fri, Nov 01, 2013 at 03:36:00PM -0200, Christian Lyra wrote:
> >    [14196] [Fri Nov 1 17:03:04 2013] [warning]: Use of uninitialized
> value $NewSubject in scalar
> >    chomp at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 1330.
> >    (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1330)
> >    [14196] [Fri Nov 1 17:03:04 2013] [error]: Couldn't parse or find
> sender's address
> >    (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:74)
>
> These two errors imply that the email RT receives does not have a
> Subject: line (the warning) or any of Reply-To:, From:, Sender: (second
> error)
>
> I'd be looking at what in your formail/procmail/get_*.pl scrips is
> munging the mail before delivery to RT.
>
> It doesn't appear to be an RT error since piping the mail directly to
> rt-mailgate (as your later test shows) works as expected.
>
> -kevin
>
>


-- 
Christian Lyra
PoP-PR/RNP
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From garry at glendown.de  Sat Nov  2 12:45:16 2013
From: garry at glendown.de (Garry Glendown)
Date: Sat, 02 Nov 2013 17:45:16 +0100
Subject: [rt-users] Integrating RT w/ SugarCRM information
Message-ID: <52752C1C.3070800@glendown.de>

Hi,

after using OTRS for a couple years, we're thinking about moving (back)
to RT ... while I assume we can get the other custom stuff we set up in
OTRS (billing information for tickets, etc.) to work, and already have
some basic stuff (like Authentication to our internal LDAP) running, I'm
currently looking into integrating RT with our SugarCRM database ... we
currently get customer info  based on customer EMails (including
customer ID, phone number, company name etc.) to display with a ticket
in OTRS. I'd like to get this into RT ... a search on the net only came
up with a couple other people looking for using RT instead of the
ticketing of the CRM ...
Does anybody have any pointers on whether and how to get this working?

Thanks, Garry

-- 
PGP Fingerprint: A79F A33F 5B13 BEB7 A51D 274F F99C 3AE2 4BCB 7015	



From np121 at hotmail.com  Sat Nov  2 15:55:48 2013
From: np121 at hotmail.com (Nick Price)
Date: Sat, 2 Nov 2013 20:55:48 +0100
Subject: [rt-users] apache can't locate Symbol/Global/Name.pm
Message-ID: <BLU177-DS21D72377A11CD3F7225BD5E3F40@phx.gbl>

Hi

 

First off I am NOT a programmer and a newbie to perl

 

I was trying to upgrade RT from 4.0.17 to 4.2.0 on fedora 18

 

I ran testdeps and got "All dependencies found"

 

Installed it ok and upgraded the database

 

When I start apache I get "Can't locate  Symbol/Global/Name.pm in @INC

 

 

Mod_perl was installed with yum when I first installed RT 4.0.15  update to
4.0.17 went ok everything worked

 

I did install Symbol:Global:Name with cpan   version 0.04

 

Yum install perl-Symbol-Global-Name  gives no package available

 

Mod_perl version 2.0.7 

 

Everything I google comes back to Ruslan Zakirov at best practical.

His readme tells me what it does but nothing on how to install it so apache
can see it

 

Any help with fixing this please.

 

Simple instructions for a non programmer please

 

Many thanks in advance

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From lyle.ross1 at cox.net  Sun Nov  3 08:43:45 2013
From: lyle.ross1 at cox.net (Lyle Ross)
Date: Sun, 3 Nov 2013 08:43:45 -0500
Subject: [rt-users] unsubscribe
Message-ID: <060501ced89a$b80e4830$282ad890$@cox.net>

 

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From guadagnino.cristiano at creval.it  Mon Nov  4 03:56:48 2013
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Mon, 4 Nov 2013 08:56:48 +0000
Subject: [rt-users] Error in article history
In-Reply-To: <5260F51A.80202@creval.it>
References: <525D1F3C.3050603@creval.it>
	<20131015172415.GF37001@jibsheet.com>	<525FA0C7.2090809@creval.it>
	<20131017144050.GO37001@jibsheet.com> <5260F51A.80202@creval.it>
Message-ID: <5277613C.9020701@creval.it>

Hi all,
I'm replying here to document where the problem lies and how I solved it.

The problem: it seems that the 'upgrade-articles' script somehow doesn't update all records in the ObjectCustomFieldValues table. Specifically, it only updates articles that have the 'Disabled' flag set to 0. Those that have 'Disabled' set to 1 (i.e. the old revisions of an article) retain the old (now wrong) ObjectType.

If you have mysql, you can check for this type of problem by running this query against your rt4 database:
select Disabled, ObjectType, count(*)
from ObjectCustomFieldValues
where ObjectType like '%article%'
group by Disabled, ObjectType;

If you see a row where ObjectType = 'RT::FM::Article', than you have the problem.

I fixed the problem with this simple update:
update ObjectCustomFieldValues
set ObjectType = 'RT::Article'
where ObjectType = 'RT::FM::Article'

I hope this can help others having this problem.

Bye
Cris


________________________________
Da: Guadagnino Cristiano <guadagnino.cristiano at creval.it><mailto:guadagnino.cristiano at creval.it>
Inviato: Fri Oct 18 2013 10:45:30 GMT+0200 (CEST)
A: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com> <rt-users at lists.bestpractical.com><mailto:rt-users at lists.bestpractical.com>
Oggetto: Re: [rt-users] Error in article history
Hi Kevin,
it's been quite some time since we migrted to RT 4.
Fortunately, I have a migration procedure I wrote down while migrating our test environment, so that I could re-apply the same steps in production.

We migrated to RT 4 while also migrating to new CentOS servers, so this is what I did after installing the servers and downbloading all the required components (packages):

- I followed RT's README till step 6a
- in step 6a I only did the first part (i.e. I did not do "make initialize database")
- I restored the backup from our RT 3.x production system (in rt4 db)
- I did "make upgrade database" from step 6b
- I ran ./etc/upgrade/upgrade-articles from the directory where I uncompressed the tarball

I think this is the relevant part.
Then I followed by porting my old Apache/sendmail/Sphinx configurations to the new servers, etc.

Is that enough? Or, is there something more I should have done?

Thank you
Cris



Cristiano Guadagnino

Servizio Data Administration
_______________________________
Bankadati Servizi Informatici Soc.Cons.P.A.
Gruppo bancario Credito Valtellinese
Via Trento, 22 - 23100 SONDRIO
tel +39 0342522172  - fax +39 0342522992
guadagnino.cristiano at creval.it<mailto:guadagnino.cristiano at creval.it>
www.creval.it<http://www.creval.it>

[Seguici su                Facebook]<https://www.facebook.com/creval/>  [Creval Tube] <http://www.youtube.com/user/GruppoCreval/>   [CrevalApp] <https://www.creval.it/comunicazione/appICreval/appICreval.html>

Il presente messaggio non ? di natura personale ma inviato per esigenze lavorative; l?eventuale messaggio di risposta potr? essere conosciuto anche da altri soggetti diversi dall?originatore di questo messaggio per dette esigenze o per controllo aziendale. Questo messaggio, corredato dei relativi allegati, contiene informazioni da considerarsi strettamente riservate, ed ? destinato esclusivamente al destinatario sopra indicato, il quale ? l'unico autorizzato ad usarlo, copiarlo e, sotto la propria responsabilit?, diffonderlo. Chiunque ricevesse questo messaggio per errore o comunque lo leggesse senza esserne legittimato ? avvertito che trattenerlo, copiarlo, divulgarlo, distribuirlo a persone diverse dal destinatario ? severamente proibito, ed ? pregato di rinviarlo immediatamente al mittente distruggendone l'originale.

________________________________
Da: Kevin Falcone <falcone at bestpractical.com><mailto:falcone at bestpractical.com>
Inviato: Thu Oct 17 2013 16:40:50 GMT+0200 (CEST)
A: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Oggetto: Re: [rt-users] Error in article history

On Thu, Oct 17, 2013 at 08:33:27AM +0000, Guadagnino Cristiano wrote:


   How can I verify the ObjectTypes? Would you be so kind to send me a query to run against mysql
   to verify that everything is ok with my articles?


You'll need to write your own SQL query - as noted previously, you're
looking for RT::FM::Article in the ObjectType field on Transactions
and ObjectCustomFieldValues.

Also - please confirm which upgrade steps you ran.  There is a
standalone documented and warned about script you must run to upgrade
articles.

-kevin



 You likely still have a Transaction record or ObjectCustomFieldValue
 record with the wrong ObjectType that those scripts should have fixed
 for you.


--

--
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From SJC at qvii.com  Mon Nov  4 08:44:58 2013
From: SJC at qvii.com (Cena, Stephen (ext. 300))
Date: Mon, 4 Nov 2013 13:44:58 +0000
Subject: [rt-users] CC emails not always being sent
In-Reply-To: <mailman.5.1383408002.19069.rt-users@lists.bestpractical.com>
References: <mailman.5.1383408002.19069.rt-users@lists.bestpractical.com>
Message-ID: <0CE56AE307C0BC4B950BF05F3759DF4314CF9F68@MailStore2010.ogp.qvii.com>

I thought that might be the case. Is there a better way to ensure that CC emails are always sent? Both our Service Dept & the IT Dept will add users to the CC's as needed. In both RT systems, I have a "On Correspond Notify Others" Scrip and thought that would cover it.

What is the proper/recommended way to ensure all CC users get their emails without extra emails getting generated?

------------------------------

Message: 9
Date: Fri, 1 Nov 2013 12:46:42 -0700
From: Kevin Falcone <falcone at bestpractical.com>
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] CC emails not always being sent
Message-ID: <20131101194642.GI1829 at jibsheet.com>
Content-Type: text/plain; charset="us-ascii"

On Thu, Oct 31, 2013 at 01:39:52PM +0000, Cena, Stephen (ext. 300) wrote:
> Rafal - After making that change, I'm now getting extra emails:
> Is this expected when I change NotifyActor to 1, or is this another setting that's causing this?

As expected.
http://bestpractical.com/docs/rt/latest/RT_Config.html#NotifyActor

With that config set, RT will send you any email caused as a result of your action, rather than suppressing them (the RT default).

-kevin
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From ddm at bartol.udel.edu  Mon Nov  4 10:42:04 2013
From: ddm at bartol.udel.edu (Daniel De Marco)
Date: Mon, 4 Nov 2013 10:42:04 -0500
Subject: [rt-users] hide comments,
 groups and tickets in More about the requestor box
In-Reply-To: <20131101195708.GK1829@jibsheet.com>
References: <20131101183359.GB1764@yakko.bartol.udel.edu>
	<20131101195708.GK1829@jibsheet.com>
Message-ID: <20131104154204.GC23217@yakko.bartol.udel.edu>

Hi Kevin,

* Kevin Falcone <falcone at bestpractical.com> [11/01/2013 15:57]:
> On Fri, Nov 01, 2013 at 02:33:59PM -0400, Daniel De Marco wrote:
> > I'd like to disable showing comments, groups and tickets in the More
> > about the requestor box in the ticket display page.
>
> Two of those three are configuration options.
> http://bestpractical.com/docs/rt/latest/RT_Config.html#MoreAboutRequestorGroupsLimit
> http://bestpractical.com/docs/rt/latest/RT_Config.html#MoreAboutRequestorTicketList
> As for the comment, I'd probably just use CSS to hide the div, rather
> than using a callback, since there's no performance hit.

Thank you. I saw those options, but even with
$MoreAboutRequestorTicketList set to None, the box contains the headers
'Active Tickets', 'Inactive Tickets' and 'All Tickets'. But now that I
think of it, I can hide those with CSS as well, so thank you again.

Daniel.


From gemsley at st-leonards.com  Mon Nov  4 11:02:29 2013
From: gemsley at st-leonards.com (Grant Emsley)
Date: Mon, 4 Nov 2013 16:02:29 +0000
Subject: [rt-users] Scrip to add CC is not sending email
Message-ID: <E5F8F24DF2C6744EB6728EFBE8598A595E3EE01F@SRV-EXCHANGE10.stleonards.local>

I've created a scrip based on http://requesttracker.wikia.com/wiki/OnCreateAddGroupCc, which automatically adds CCs based on a custom field.

Adding the CC works fine, and they get copied on further correspondence.  But they don't get the initial email like they would if I put them in the actual CC box when creating the ticket.
I assume what happens is all the scrips run for the initial ticket, including the my custom one and the one that sends emails to CCs.  But even though mine runs first, it still doesn't see the added CC, since that's a separate transaction.

I've searched for a scrip that would send the original ticket to new CC's when they are added, but haven't come up with anything.  How can I make sure the new CCs get an email when they are added by my scrip instead of the CC box during ticket creation?

RT version 4.2.0.  All other scrips are the default ones, nothing has been changed except adding mine.

In case I'm doing something wrong with my scrip, the code is below.

Thanks,

Grant Emsley


----------------------------

Description: 01 On Create Add Department CCs
Condition: User Defined
Action: User Defined
Template: Blank


Custom Condition:

$RT::Logger->info("On Create Add Department CCs: entering condition check");
if(
	(($self->TransactionObj->Type eq "Create") || ($self->TransactionObj->Type eq "CustomField"))
	&&($self->TicketObj->FirstCustomFieldValue('Department'))
	&&($self->TicketObj->FirstCustomFieldValue('Department') ne 'None')
  ) {
	$RT::Logger->info("On Create Add Department CCs:  met conditions - Department is " . $self->TicketObj->FirstCustomFieldValue('Department'));
	return 1;
  } else {
	return undef;
}

Custom action preparation code:

my $groupname = 'CC-' . $self->TicketObj->FirstCustomFieldValue('Department');

# Load the custom group from RT
my $groupObj = RT::Group->new($RT::SystemUser);
$groupObj->LoadUserDefinedGroup($groupname);
return undef unless $groupObj;

# Instead of adding the group, find and add the members of the group
# This way, we can exclude the requestor themselves from being CC'ed.
my $groupMembersObj = $groupObj->UserMembersObj;

$RT::Logger->info("Finding members of group $groupname for ticket #" . $self->TicketObj->id);
my $userObj;
while ($userObj = $groupMembersObj->Next) {
	if(($self->TicketObj->IsRequestor($userObj->PrincipalId)) or ($self->TicketObj->IsCc($userObj->PrincipalId))) {
		$RT::Logger->info("On Create Add Department CCs: Not adding " . $userObj->Name . ", already on ticket " . $self->TicketObj->id);
	} else {
		$RT::Logger->info("On Create Add Department CCs: Adding " . $userObj->Name . " to ticket " . $self->TicketObj->id);
		my ($success, $msg) = $self->TicketObj->AddWatcher(
			Type => "Cc",
			PrincipalId => $userObj->PrincipalId);
		if(!$success) {
			$RT::Logger->info("On Create Add Department CCs: Could not add " . $userObj->Name . " to " . $self->TicketObj->id . "Got: " . $msg);
		}
	}
}
return 1;


From aaron.shuford at wku.edu  Mon Nov  4 12:50:47 2013
From: aaron.shuford at wku.edu (Shuford, Aaron)
Date: Mon, 4 Nov 2013 17:50:47 +0000
Subject: [rt-users] Tracking and Reporting Reopened Tickets
Message-ID: <CE9D3A96.2D82%aaron.shuford@wku.edu>

Hello,

I am currently working on implementing a ticketing system for our store to support warranty repairs on Apple products.  To do this, we need to periodically send in reports to Apple.

One of the things we need to report on is the ?First Time Fix?.  My plan was to track tickets that have been reopened (i.e. Resolved to Open)  I?ve been Googling and searching the wiki and the Mailing list for the past few days.  The closest I found were some that would track custom tickets or the OnStatusChange script. In the Wiki.

Unfortunately I am not much of a programmer so I couldn?t tell what the best way to adapting these scripts would be.  Any ideas?

Thanks

AaronS.



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From lstewart at iweb.com  Mon Nov  4 17:51:50 2013
From: lstewart at iweb.com (Landon Stewart)
Date: Mon, 4 Nov 2013 14:51:50 -0800
Subject: [rt-users] Tracking and Reporting Reopened Tickets
In-Reply-To: <CE9D3A96.2D82%aaron.shuford@wku.edu>
References: <CE9D3A96.2D82%aaron.shuford@wku.edu>
Message-ID: <CABgOHgv3xVukS8sNsR=E_tUyNTSA+HbPQgtt4nELiN5Qs2OFBg@mail.gmail.com>

Hi Aaron,

Scroll down on this page until you get to 'on status change from ?new?
to ?open??

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

Although I?m not clear what ?First Time Fix? actually means to your
organization a simple scrip could modify a custom field from empty to
?First Time Fix? or something using that condition when it happens.



On 4 November 2013 09:50, Shuford, Aaron <aaron.shuford at wku.edu> wrote:
> Hello,
>
> I am currently working on implementing a ticketing system for our store to
> support warranty repairs on Apple products.  To do this, we need to
> periodically send in reports to Apple.
>
> One of the things we need to report on is the ?First Time Fix?.  My plan was
> to track tickets that have been reopened (i.e. Resolved to Open)  I?ve been
> Googling and searching the wiki and the Mailing list for the past few days.
> The closest I found were some that would track custom tickets or the
> OnStatusChange script. In the Wiki.
>
> Unfortunately I am not much of a programmer so I couldn?t tell what the best
> way to adapting these scripts would be.  Any ideas?
>
> Thanks
>
> AaronS.
>
>
>



-- 
Landon Stewart :: lstewart at iweb.com
Lead Specialist, Abuse and Security Management
Sp?cialiste principal, gestion des abus et s?curit?
http://iweb.com :: +1 (888) 909-4932


From bkolera at iseek.com.au  Tue Nov  5 00:57:26 2013
From: bkolera at iseek.com.au (Ben Kolera)
Date: Tue, 5 Nov 2013 05:57:26 +0000
Subject: [rt-users] Create transaction content field is empty (only) when a
 ticket is created by the API.
Message-ID: <B0E379042F0B3341B02D4204FA9CEDEB7AEE6850@ISK-Exchange1.intranet.iseek.com.au>

Hi Everyone,

We?ve recently updated to RT 4.2.0 in our testing enviroment and I?ve
noticed a weird discrepency between it and 4.0.17, specifically to do with
the API. If anyone has any pointers I?d be most grateful! :)

So I can create a ticket through the API as I normally would just fine:

----

rt> create ?t ticket

# Required: id, Queue

id: ticket/new
Queue: facilities
Requestor: iseekportal
Subject: Test
Status: new
Text: This is a test

# Ticket 1019332 created.

----

But then when I try to view the history the text that I created the ticket
with is no longer part of the Create transaction content. It definitely is
returning as part of the content in 4.0.17.

----

rt> show -l ticket/1019332/history
# 3/3 (id/11733911/total)

id: 11733911
Ticket: 1019332
TimeTaken: 0
Type: Create
Field:
OldValue:
NewValue:
Data:
Description: Ticket created by iseekportal
Content:
Creator: iseekportal
Created: 2013-11-05 05:22:05

Attachments:
             5558318: untitled (0b)
             5558319: untitled (0b)
             5558320: untitled (15b)

----

It is, of course, one of the attachments.

----

rt> show -l ticket/1019332/attachments/5558320
id: 5558320
Subject:
Creator: 3369756
Created: 2013-11-05 05:22:05
Transaction: 11733911
Parent: 5558318
MessageId:
Filename:
ContentType: text/plain
ContentEncoding: none

Headers: Content-Disposition: inline
         Content-Transfer-Encoding: binary
         Content-Type: text/plain
         Content-Length: 15

Content: This is a test!

----

But if I create a ticket via the web ui and view the history via the API
the text body of the create transaction is exactly how I?d expect it to be.

----

rt> show -l ticket/1019334/history
# 3/3 (id/11733925/total)

id: 11733925
Ticket: 1019334
TimeTaken: 0
Type: Create
Field:
OldValue:
NewValue:
Data:
Description: Ticket created by iseekportal
Content: Testing from the web UI!
Creator: iseekportal
Created: 2013-11-05 05:30:16

Attachments:
             5558332: untitled (24b)


----

So my long winded question is, ?Is this behaviour intended and should I
change my automations to trawl through the transaction attachments to get
at the Create body??. It may be noteworthy that even comments and
correspondences from the API seem to be populating the transaction Content
field properly when read out, so it is only the Create call, and only when
it is done through the API; which leads me to believe (and hope!) that
this is just an unintended bug.

--
Ben Kolera
Team Leader, Development
http://www.iseek.com.au <http://www.iseek.com.au/>
46 Logan Road Woolloongabba QLD 4102



From hiro24 at gmail.com  Tue Nov  5 09:36:56 2013
From: hiro24 at gmail.com (Chris Hall)
Date: Tue, 5 Nov 2013 09:36:56 -0500
Subject: [rt-users] Question about 4.2 and setting the owner
Message-ID: <CAEYANt0NiLR_eiA7W5i4qu9spaN3ARP-G9iDO52qXpB0AxtVHA@mail.gmail.com>

Hello all,

I have somewhat of an aesthetics question about RT 4.2.  Back in 4.0, when
my helpdesk people went to create a ticket, etc, they would sometimes need
to change the owner in the basics field.  In 4.0 it was a dropdown.  In
4.2, it's now a typed auto-completing field. Is there a way to revert to
the dropdown easily?
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From stomproj at larl.org  Tue Nov  5 10:58:12 2013
From: stomproj at larl.org (Josh Stompro)
Date: Tue, 5 Nov 2013 09:58:12 -0600
Subject: [rt-users] RT-Shredder remove users with no tickets,
	exclude system object?
Message-ID: <000a01ceda3f$d4e957a0$7ebc06e0$@org>

Hello, could someone explain how to exclude the system object/User-1 object
from the rt-shredder command to remove all users with no tickets.

Here are the results I get when I try to run rt-shredder.

root at virt-web2:~# rt-shredder --plugin
"Users=no_tickets,1;status,enabled;replace_relations,Nobody;limit,20"
--sqldump /root/shredder-restore-users3.sql
SQL dump file is '/root/shredder-restore-users3.sql'
Next 13 objects would be deleted:
        RT::User-2033 object
        RT::User-1 object
        RT::User-3009 object
        RT::User-20387 object
        RT::User-10375 object
        RT::User-15815 object
        RT::User-20697 object
        RT::User-13253 object
        RT::User-11873 object
        RT::User-16755 object
        RT::User-6993 object
        RT::User-220 object
        RT::User-20373 object
Do you want to proceed? [y/N] y

ERROR: System object was requested for deletion, shredder couldn't
do that because system would be unusable than.

Thanks
Josh






From bparish at cognex.com  Tue Nov  5 11:35:40 2013
From: bparish at cognex.com (Parish, Brent)
Date: Tue, 5 Nov 2013 11:35:40 -0500
Subject: [rt-users] Question about 4.2 and setting the owner
In-Reply-To: <CAEYANt0NiLR_eiA7W5i4qu9spaN3ARP-G9iDO52qXpB0AxtVHA@mail.gmail.com>
References: <CAEYANt0NiLR_eiA7W5i4qu9spaN3ARP-G9iDO52qXpB0AxtVHA@mail.gmail.com>
Message-ID: <6265B2EB12D194469B958F2E703D81830DE1FDFC2D@viper.pc.cognex.com>

Add this line into RT_SiteConfig.pm:
Set($AutocompleteOwners, 0);


From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chris Hall
Sent: Tuesday, November 05, 2013 9:37 AM
To: rt-users
Subject: [rt-users] Question about 4.2 and setting the owner

Hello all,

I have somewhat of an aesthetics question about RT 4.2.  Back in 4.0, when my helpdesk people went to create a ticket, etc, they would sometimes need to change the owner in the basics field.  In 4.0 it was a dropdown.  In 4.2, it's now a typed auto-completing field. Is there a way to revert to the dropdown easily?
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From hiro24 at gmail.com  Tue Nov  5 11:40:53 2013
From: hiro24 at gmail.com (Chris Hall)
Date: Tue, 5 Nov 2013 11:40:53 -0500
Subject: [rt-users] RT 4.2 and ownership of tickets after comments
Message-ID: <CAEYANt2SLoaS3Y0Vdn6TAB7vNeyRWb2NN=WDU3PiF8CNAy-=mg@mail.gmail.com>

I'm noticing a strange problem after my upgrade from 4.0.0 to 4.2.  Before
my upgrade I'd made a global script that would have the user attempt to
take ownership of a ticket after commenting on it.  This is still working
after the upgrade.  However, now it is immediately given back to the
previous owner for some reason.  History reads like this:


# The RT System itself - Owner forcibly changed from
U<http://rt.imctv.com/User/Summary.html?id=108>
serA to UserB
# U <http://rt.imctv.com/User/Summary.html?id=36196>serB - Given to UserA

Any ideas what might be causing this and how to stop it?
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From alexmv at bestpractical.com  Tue Nov  5 12:03:12 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Tue, 05 Nov 2013 12:03:12 -0500
Subject: [rt-users] Question about 4.2 and setting the owner
In-Reply-To: <6265B2EB12D194469B958F2E703D81830DE1FDFC2D@viper.pc.cognex.com>
References: <CAEYANt0NiLR_eiA7W5i4qu9spaN3ARP-G9iDO52qXpB0AxtVHA@mail.gmail.com>
	<6265B2EB12D194469B958F2E703D81830DE1FDFC2D@viper.pc.cognex.com>
Message-ID: <1383670992.15548.2.camel@umgah.localdomain>

On Tue, 2013-11-05 at 11:35 -0500, Parish, Brent wrote:
> Add this line into RT_SiteConfig.pm:
> 
> Set($AutocompleteOwners, 0);

RT 4.2 did not change this default; if $AutocompleteOwners was not set
in your 4.0 installation, it will not be set in your 4.2 upgrade.

You are likely running into a performance optimization in RT 4.2;
namely, configurations with large numbers of possible Owners (generally
due to configuration errors) can cause extremely long load times on
Update pages.  RT 4.2 switches to the autocompleter when it finds more
than 50 possible owners, rather than attempting to render a very large
drop-down.  This is irrespective of the value of $AutocompleteOwners.

How many potential owners exist in this queue?
 - Alex




From alexmv at bestpractical.com  Tue Nov  5 12:03:58 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Tue, 05 Nov 2013 12:03:58 -0500
Subject: [rt-users] RT 4.2 and ownership of tickets after comments
In-Reply-To: <CAEYANt2SLoaS3Y0Vdn6TAB7vNeyRWb2NN=WDU3PiF8CNAy-=mg@mail.gmail.com>
References: <CAEYANt2SLoaS3Y0Vdn6TAB7vNeyRWb2NN=WDU3PiF8CNAy-=mg@mail.gmail.com>
Message-ID: <1383671038.15548.3.camel@umgah.localdomain>

On Tue, 2013-11-05 at 11:40 -0500, Chris Hall wrote:
> I'm noticing a strange problem after my upgrade from 4.0.0 to 4.2.
>  Before my upgrade I'd made a global script that would have the user
> attempt to take ownership of a ticket after commenting on it.  This is
> still working after the upgrade.  However, now it is immediately given
> back to the previous owner for some reason.  History reads like this:
> 
> 
> 
> 
> # The RT System itself - Owner forcibly changed from UserA to UserB
> # UserB - Given to UserA 
> 
> 
> Any ideas what might be causing this and how to stop it?

You will need to provide the scrip before we will be able to hazard any
guesses.
 - Alex



From hiro24 at gmail.com  Tue Nov  5 12:05:51 2013
From: hiro24 at gmail.com (Chris Hall)
Date: Tue, 5 Nov 2013 12:05:51 -0500
Subject: [rt-users] Question about 4.2 and setting the owner
In-Reply-To: <1383670992.15548.2.camel@umgah.localdomain>
References: <CAEYANt0NiLR_eiA7W5i4qu9spaN3ARP-G9iDO52qXpB0AxtVHA@mail.gmail.com>
	<6265B2EB12D194469B958F2E703D81830DE1FDFC2D@viper.pc.cognex.com>
	<1383670992.15548.2.camel@umgah.localdomain>
Message-ID: <CAEYANt1wOHPcYL-m6qGqUc2OeRkaWU0H8RKTiNdipRsnoVXPNw@mail.gmail.com>

That's the answer Alex.  I found it a few minutes after I'd emailed the
mailing list.  There's ~60 users.  Thanks for the reply.


On Tue, Nov 5, 2013 at 12:03 PM, Alex Vandiver <alexmv at bestpractical.com>wrote:

> On Tue, 2013-11-05 at 11:35 -0500, Parish, Brent wrote:
> > Add this line into RT_SiteConfig.pm:
> >
> > Set($AutocompleteOwners, 0);
>
> RT 4.2 did not change this default; if $AutocompleteOwners was not set
> in your 4.0 installation, it will not be set in your 4.2 upgrade.
>
> You are likely running into a performance optimization in RT 4.2;
> namely, configurations with large numbers of possible Owners (generally
> due to configuration errors) can cause extremely long load times on
> Update pages.  RT 4.2 switches to the autocompleter when it finds more
> than 50 possible owners, rather than attempting to render a very large
> drop-down.  This is irrespective of the value of $AutocompleteOwners.
>
> How many potential owners exist in this queue?
>  - Alex
>
>
>
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From hiro24 at gmail.com  Tue Nov  5 12:10:18 2013
From: hiro24 at gmail.com (Chris Hall)
Date: Tue, 5 Nov 2013 12:10:18 -0500
Subject: [rt-users] RT 4.2 and ownership of tickets after comments
In-Reply-To: <1383671038.15548.3.camel@umgah.localdomain>
References: <CAEYANt2SLoaS3Y0Vdn6TAB7vNeyRWb2NN=WDU3PiF8CNAy-=mg@mail.gmail.com>
	<1383671038.15548.3.camel@umgah.localdomain>
Message-ID: <CAEYANt0CU8VaRjBSJC2T_1eehVdEa7QGhgcf3bts77obe7yv1Q@mail.gmail.com>

This is my scrip that sets the owner to themselves after a comment.  Like I
said though it's working fine.  However, something else seems to be kicking
off now afterwards that is giving the ticket back to the previous owner.


Condition: On Create
Action: User Defined
Template: Blank

Custom Condition: <BLANK>

Custom action preparation code:
  return 1;

Custom action commit code:
  # get actor ID
  my $Actor = $self->TransactionObj->Creator;

  # if actor is RT_SystemUser then get out of here
  return 1 if $Actor == $RT::SystemUser->id;

  # get out unless ticket owner is nobody
  return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;

  # ok, try to change owner
  $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user
#".$Actor );
  my ($status, $msg) = $self->TicketObj->SetOwner( $Actor );
  unless( $status ) {
    $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" );
    return undef;
  }
  return 1;



On Tue, Nov 5, 2013 at 12:03 PM, Alex Vandiver <alexmv at bestpractical.com>wrote:

> On Tue, 2013-11-05 at 11:40 -0500, Chris Hall wrote:
> > I'm noticing a strange problem after my upgrade from 4.0.0 to 4.2.
> >  Before my upgrade I'd made a global script that would have the user
> > attempt to take ownership of a ticket after commenting on it.  This is
> > still working after the upgrade.  However, now it is immediately given
> > back to the previous owner for some reason.  History reads like this:
> >
> >
> >
> >
> > # The RT System itself - Owner forcibly changed from UserA to UserB
> > # UserB - Given to UserA
> >
> >
> > Any ideas what might be causing this and how to stop it?
>
> You will need to provide the scrip before we will be able to hazard any
> guesses.
>  - Alex
>
>
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From hiro24 at gmail.com  Tue Nov  5 12:32:48 2013
From: hiro24 at gmail.com (Chris Hall)
Date: Tue, 5 Nov 2013 12:32:48 -0500
Subject: [rt-users] RT 4.2 and ownership of tickets after comments
In-Reply-To: <CAEYANt0CU8VaRjBSJC2T_1eehVdEa7QGhgcf3bts77obe7yv1Q@mail.gmail.com>
References: <CAEYANt2SLoaS3Y0Vdn6TAB7vNeyRWb2NN=WDU3PiF8CNAy-=mg@mail.gmail.com>
	<1383671038.15548.3.camel@umgah.localdomain>
	<CAEYANt0CU8VaRjBSJC2T_1eehVdEa7QGhgcf3bts77obe7yv1Q@mail.gmail.com>
Message-ID: <CAEYANt08W_6cz2-KPu=PdqGmwFKTv2jK78aY2uH-j9j4+ebt4w@mail.gmail.com>

My mistake, the custom action commit code is this:

# get actor ID
my $Actor = $self->TransactionObj->Creator;

# ok, try to change owner
$RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user
#".$Actor );
my ($status, $msg) = $self->TicketObj->SetOwner( $Actor,'Force' );
unless( $status ) {
  $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" );
  return undef;
}
return 1;


On Tue, Nov 5, 2013 at 12:10 PM, Chris Hall <hiro24 at gmail.com> wrote:

> This is my scrip that sets the owner to themselves after a comment.  Like
> I said though it's working fine.  However, something else seems to be
> kicking off now afterwards that is giving the ticket back to the previous
> owner.
>
>
> Condition: On Create
> Action: User Defined
> Template: Blank
>
> Custom Condition: <BLANK>
>
> Custom action preparation code:
>   return 1;
>
> Custom action commit code:
>   # get actor ID
>   my $Actor = $self->TransactionObj->Creator;
>
>   # if actor is RT_SystemUser then get out of here
>   return 1 if $Actor == $RT::SystemUser->id;
>
>   # get out unless ticket owner is nobody
>   return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;
>
>   # ok, try to change owner
>   $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to
> user #".$Actor );
>   my ($status, $msg) = $self->TicketObj->SetOwner( $Actor );
>   unless( $status ) {
>     $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg"
> );
>     return undef;
>   }
>   return 1;
>
>
>
> On Tue, Nov 5, 2013 at 12:03 PM, Alex Vandiver <alexmv at bestpractical.com>wrote:
>
>> On Tue, 2013-11-05 at 11:40 -0500, Chris Hall wrote:
>> > I'm noticing a strange problem after my upgrade from 4.0.0 to 4.2.
>> >  Before my upgrade I'd made a global script that would have the user
>> > attempt to take ownership of a ticket after commenting on it.  This is
>> > still working after the upgrade.  However, now it is immediately given
>> > back to the previous owner for some reason.  History reads like this:
>> >
>> >
>> >
>> >
>> > # The RT System itself - Owner forcibly changed from UserA to UserB
>> > # UserB - Given to UserA
>> >
>> >
>> > Any ideas what might be causing this and how to stop it?
>>
>> You will need to provide the scrip before we will be able to hazard any
>> guesses.
>>  - Alex
>>
>>
>
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From gemsley at st-leonards.com  Tue Nov  5 15:09:09 2013
From: gemsley at st-leonards.com (Grant Emsley)
Date: Tue, 5 Nov 2013 20:09:09 +0000
Subject: [rt-users] Scrip to add CC is not sending email
In-Reply-To: <E5F8F24DF2C6744EB6728EFBE8598A595E3EE01F@SRV-EXCHANGE10.stleonards.local>
References: <E5F8F24DF2C6744EB6728EFBE8598A595E3EE01F@SRV-EXCHANGE10.stleonards.local>
Message-ID: <E5F8F24DF2C6744EB6728EFBE8598A595E3F19F0@SRV-EXCHANGE10.stleonards.local>

For anyone who comes across this in the future:

Change the notification scripts to run in the Transaction Batch stage instead of Transaction Create.  All the transaction create scrips are prepared, then they all get committed.  The notification scripts decide who to send the emails to in the preparation step, before the new CC has actually been committed.

The Transaction Batch stage starts after all the transaction create scrips have been committed, so it will see the new watcher.

-----Original Message-----
From: Grant Emsley 
Sent: Monday, November 04, 2013 11:02 AM
To: rt-users at lists.bestpractical.com
Subject: Scrip to add CC is not sending email

I've created a scrip based on http://requesttracker.wikia.com/wiki/OnCreateAddGroupCc, which automatically adds CCs based on a custom field.

Adding the CC works fine, and they get copied on further correspondence.  But they don't get the initial email like they would if I put them in the actual CC box when creating the ticket.
I assume what happens is all the scrips run for the initial ticket, including the my custom one and the one that sends emails to CCs.  But even though mine runs first, it still doesn't see the added CC, since that's a separate transaction.

I've searched for a scrip that would send the original ticket to new CC's when they are added, but haven't come up with anything.  How can I make sure the new CCs get an email when they are added by my scrip instead of the CC box during ticket creation?

RT version 4.2.0.  All other scrips are the default ones, nothing has been changed except adding mine.

In case I'm doing something wrong with my scrip, the code is below.

Thanks,

Grant Emsley


----------------------------

Description: 01 On Create Add Department CCs
Condition: User Defined
Action: User Defined
Template: Blank


Custom Condition:

$RT::Logger->info("On Create Add Department CCs: entering condition check"); if(
	(($self->TransactionObj->Type eq "Create") || ($self->TransactionObj->Type eq "CustomField"))
	&&($self->TicketObj->FirstCustomFieldValue('Department'))
	&&($self->TicketObj->FirstCustomFieldValue('Department') ne 'None')
  ) {
	$RT::Logger->info("On Create Add Department CCs:  met conditions - Department is " . $self->TicketObj->FirstCustomFieldValue('Department'));
	return 1;
  } else {
	return undef;
}

Custom action preparation code:

my $groupname = 'CC-' . $self->TicketObj->FirstCustomFieldValue('Department');

# Load the custom group from RT
my $groupObj = RT::Group->new($RT::SystemUser); $groupObj->LoadUserDefinedGroup($groupname);
return undef unless $groupObj;

# Instead of adding the group, find and add the members of the group # This way, we can exclude the requestor themselves from being CC'ed.
my $groupMembersObj = $groupObj->UserMembersObj;

$RT::Logger->info("Finding members of group $groupname for ticket #" . $self->TicketObj->id); my $userObj; while ($userObj = $groupMembersObj->Next) {
	if(($self->TicketObj->IsRequestor($userObj->PrincipalId)) or ($self->TicketObj->IsCc($userObj->PrincipalId))) {
		$RT::Logger->info("On Create Add Department CCs: Not adding " . $userObj->Name . ", already on ticket " . $self->TicketObj->id);
	} else {
		$RT::Logger->info("On Create Add Department CCs: Adding " . $userObj->Name . " to ticket " . $self->TicketObj->id);
		my ($success, $msg) = $self->TicketObj->AddWatcher(
			Type => "Cc",
			PrincipalId => $userObj->PrincipalId);
		if(!$success) {
			$RT::Logger->info("On Create Add Department CCs: Could not add " . $userObj->Name . " to " . $self->TicketObj->id . "Got: " . $msg);
		}
	}
}
return 1;


From hiro24 at gmail.com  Tue Nov  5 15:36:55 2013
From: hiro24 at gmail.com (Chris Hall)
Date: Tue, 5 Nov 2013 15:36:55 -0500
Subject: [rt-users] RT 4.2 and ownership of tickets after comments
In-Reply-To: <CAEYANt08W_6cz2-KPu=PdqGmwFKTv2jK78aY2uH-j9j4+ebt4w@mail.gmail.com>
References: <CAEYANt2SLoaS3Y0Vdn6TAB7vNeyRWb2NN=WDU3PiF8CNAy-=mg@mail.gmail.com>
	<1383671038.15548.3.camel@umgah.localdomain>
	<CAEYANt0CU8VaRjBSJC2T_1eehVdEa7QGhgcf3bts77obe7yv1Q@mail.gmail.com>
	<CAEYANt08W_6cz2-KPu=PdqGmwFKTv2jK78aY2uH-j9j4+ebt4w@mail.gmail.com>
Message-ID: <CAEYANt1BPsbVb2GJTyCMYDiretr+KRc+JZJM0bi1F8p1+QNrfw@mail.gmail.com>

Still haven't found anything.  What's odd is that it's not a problem w/ the
scrip.  The scrip still works.  RT force changes the owner to whoever made
the comment.  It even shows up in the history.  But it's like the very next
thing that happens is the new owner "gives" the ownership back to the
original owner.  I can't seem to figure out why.


On Tue, Nov 5, 2013 at 12:32 PM, Chris Hall <hiro24 at gmail.com> wrote:

> My mistake, the custom action commit code is this:
>
> # get actor ID
> my $Actor = $self->TransactionObj->Creator;
>
> # ok, try to change owner
> $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user
> #".$Actor );
> my ($status, $msg) = $self->TicketObj->SetOwner( $Actor,'Force' );
> unless( $status ) {
>   $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" );
>   return undef;
> }
> return 1;
>
>
> On Tue, Nov 5, 2013 at 12:10 PM, Chris Hall <hiro24 at gmail.com> wrote:
>
>> This is my scrip that sets the owner to themselves after a comment.  Like
>> I said though it's working fine.  However, something else seems to be
>> kicking off now afterwards that is giving the ticket back to the previous
>> owner.
>>
>>
>> Condition: On Create
>> Action: User Defined
>> Template: Blank
>>
>> Custom Condition: <BLANK>
>>
>> Custom action preparation code:
>>   return 1;
>>
>> Custom action commit code:
>>   # get actor ID
>>   my $Actor = $self->TransactionObj->Creator;
>>
>>   # if actor is RT_SystemUser then get out of here
>>   return 1 if $Actor == $RT::SystemUser->id;
>>
>>   # get out unless ticket owner is nobody
>>   return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;
>>
>>   # ok, try to change owner
>>   $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to
>> user #".$Actor );
>>   my ($status, $msg) = $self->TicketObj->SetOwner( $Actor );
>>   unless( $status ) {
>>     $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg"
>> );
>>     return undef;
>>   }
>>   return 1;
>>
>>
>>
>> On Tue, Nov 5, 2013 at 12:03 PM, Alex Vandiver <alexmv at bestpractical.com>wrote:
>>
>>> On Tue, 2013-11-05 at 11:40 -0500, Chris Hall wrote:
>>> > I'm noticing a strange problem after my upgrade from 4.0.0 to 4.2.
>>> >  Before my upgrade I'd made a global script that would have the user
>>> > attempt to take ownership of a ticket after commenting on it.  This is
>>> > still working after the upgrade.  However, now it is immediately given
>>> > back to the previous owner for some reason.  History reads like this:
>>> >
>>> >
>>> >
>>> >
>>> > # The RT System itself - Owner forcibly changed from UserA to UserB
>>> > # UserB - Given to UserA
>>> >
>>> >
>>> > Any ideas what might be causing this and how to stop it?
>>>
>>> You will need to provide the scrip before we will be able to hazard any
>>> guesses.
>>>  - Alex
>>>
>>>
>>
>
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From alexmv at bestpractical.com  Tue Nov  5 15:45:37 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Tue, 05 Nov 2013 15:45:37 -0500
Subject: [rt-users] RT 4.2 and ownership of tickets after comments
In-Reply-To: <CAEYANt1BPsbVb2GJTyCMYDiretr+KRc+JZJM0bi1F8p1+QNrfw@mail.gmail.com>
References: <CAEYANt2SLoaS3Y0Vdn6TAB7vNeyRWb2NN=WDU3PiF8CNAy-=mg@mail.gmail.com>
	<1383671038.15548.3.camel@umgah.localdomain>
	<CAEYANt0CU8VaRjBSJC2T_1eehVdEa7QGhgcf3bts77obe7yv1Q@mail.gmail.com>
	<CAEYANt08W_6cz2-KPu=PdqGmwFKTv2jK78aY2uH-j9j4+ebt4w@mail.gmail.com>
	<CAEYANt1BPsbVb2GJTyCMYDiretr+KRc+JZJM0bi1F8p1+QNrfw@mail.gmail.com>
Message-ID: <1383684337.15548.6.camel@umgah.localdomain>

On Tue, 2013-11-05 at 15:36 -0500, Chris Hall wrote:
> Still haven't found anything.  What's odd is that it's not a problem
> w/ the scrip.  The scrip still works.  RT force changes the owner to
> whoever made the comment.  It even shows up in the history.  But it's
> like the very next thing that happens is the new owner "gives" the
> ownership back to the original owner.  I can't seem to figure out why.

Look at your logs; I suspect you have a second scrip which is firing to
give it back.
 - Alex




From falcone at bestpractical.com  Tue Nov  5 16:06:58 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 5 Nov 2013 16:06:58 -0500
Subject: [rt-users] apache can't locate Symbol/Global/Name.pm
In-Reply-To: <BLU177-DS21D72377A11CD3F7225BD5E3F40@phx.gbl>
References: <BLU177-DS21D72377A11CD3F7225BD5E3F40@phx.gbl>
Message-ID: <20131105210658.GL1829@jibsheet.com>

On Sat, Nov 02, 2013 at 08:55:48PM +0100, Nick Price wrote:
>    I was trying to upgrade RT from 4.0.17 to 4.2.0 on fedora 18
> 
>    When I start apache I get "Can't locate  Symbol/Global/Name.pm in @INC
> 
>    Mod_perl was installed with yum when I first installed RT 4.0.15  update to 4.0.17 went ok
>    everything worked
> 
>    I did install Symbol:Global:Name with cpan   version 0.04
> 
>    Mod_perl version 2.0.7

When upgrading to 4.2.0, did you use the system perl or install a
custom perl?


>    His readme tells me what it does but nothing on how to install it so apache can see it

That's not really the purview of a README, that's usually unix
permissions or web server configuration.  Symbol::Global::Name can be
used in non-RT contexts.

Assuming your RT perl and mod_perl perl are the same, the usual next
step is to check that the web server can read the file
Symbol/Global/Name.pm found in one of the paths referenced in the
error message you truncated.

-kevin
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From falcone at bestpractical.com  Tue Nov  5 16:09:07 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 5 Nov 2013 16:09:07 -0500
Subject: [rt-users] CC emails not always being sent
In-Reply-To: <0CE56AE307C0BC4B950BF05F3759DF4314CF9F68@MailStore2010.ogp.qvii.com>
References: <mailman.5.1383408002.19069.rt-users@lists.bestpractical.com>
	<0CE56AE307C0BC4B950BF05F3759DF4314CF9F68@MailStore2010.ogp.qvii.com>
Message-ID: <20131105210907.GM1829@jibsheet.com>

On Mon, Nov 04, 2013 at 01:44:58PM +0000, Cena, Stephen (ext. 300) wrote:
> I thought that might be the case. Is there a better way to ensure that
> CC emails are always sent? Both our Service Dept & the IT Dept will
> add users to the CC's as needed. In both RT systems, I have a "On
> Correspond Notify Others" Scrip and thought that would cover it.
> 
> What is the proper/recommended way to ensure all CC users get their emails without extra emails getting generated?

On Correspond Notify CCs is the proper scrip to ensure that Ticket
CCs get their email.

On Correspond Notify other recipients is the proper scrip to ensure
that one time CCs and BCCs get their email.

Please note the difference between Ticket CCs and the one-time-CCs,
these are handled by different Scrip actions.

-kevin
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From falcone at bestpractical.com  Tue Nov  5 16:38:18 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 5 Nov 2013 16:38:18 -0500
Subject: [rt-users] Create transaction content field is empty (only)
 when a ticket is created by the API.
In-Reply-To: <B0E379042F0B3341B02D4204FA9CEDEB7AEE6850@ISK-Exchange1.intranet.iseek.com.au>
References: <B0E379042F0B3341B02D4204FA9CEDEB7AEE6850@ISK-Exchange1.intranet.iseek.com.au>
Message-ID: <20131105213818.GN1829@jibsheet.com>

On Tue, Nov 05, 2013 at 05:57:26AM +0000, Ben Kolera wrote:
> So my long winded question is, ?Is this behaviour intended and should I
> change my automations to trawl through the transaction attachments to get
> at the Create body??. It may be noteworthy that even comments and
> correspondences from the API seem to be populating the transaction Content
> field properly when read out, so it is only the Create call, and only when
> it is done through the API; which leads me to believe (and hope!) that
> this is just an unintended bug.

This looks like a bug to me, added as part of the code to allow
text/html parts.

I'll bounce your mail into the bug tracker and comment further there.

-kevin
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From np121 at hotmail.com  Tue Nov  5 16:40:52 2013
From: np121 at hotmail.com (Nick Price)
Date: Tue, 5 Nov 2013 22:40:52 +0100
Subject: [rt-users] apache can't locate Symbol/Global/Name.pm
In-Reply-To: <20131105210658.GL1829@jibsheet.com>
References: <BLU177-DS21D72377A11CD3F7225BD5E3F40@phx.gbl>
	<20131105210658.GL1829@jibsheet.com>
Message-ID: <BLU177-DS12C52823F6FBB3D592DB2AE3F10@phx.gbl>

Hi Kevin

I used the perl that was already installed on the system
But I did update Symbol:Global:Name with cpan   to version 0.04

How do I check to see if my RT perl and mod_perl are the same

Nick



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, November 05, 2013 22:07
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] apache can't locate Symbol/Global/Name.pm

On Sat, Nov 02, 2013 at 08:55:48PM +0100, Nick Price wrote:
>    I was trying to upgrade RT from 4.0.17 to 4.2.0 on fedora 18
> 
>    When I start apache I get "Can't locate  Symbol/Global/Name.pm in 
> @INC
> 
>    Mod_perl was installed with yum when I first installed RT 4.0.15
update to 4.0.17 went ok
>    everything worked
> 
>    I did install Symbol:Global:Name with cpan   version 0.04
> 
>    Mod_perl version 2.0.7

When upgrading to 4.2.0, did you use the system perl or install a custom
perl?


>    His readme tells me what it does but nothing on how to install it 
> so apache can see it

That's not really the purview of a README, that's usually unix permissions
or web server configuration.  Symbol::Global::Name can be used in non-RT
contexts.

Assuming your RT perl and mod_perl perl are the same, the usual next step is
to check that the web server can read the file Symbol/Global/Name.pm found
in one of the paths referenced in the error message you truncated.

-kevin



From adam.thick at strategicdata.com.au  Tue Nov  5 19:56:08 2013
From: adam.thick at strategicdata.com.au (Adam Thick)
Date: Wed, 6 Nov 2013 11:56:08 +1100
Subject: [rt-users] Integrating RT w/ SugarCRM information
In-Reply-To: <52752C1C.3070800@glendown.de>
References: <52752C1C.3070800@glendown.de>
Message-ID: <F279CFAB-76E1-4217-BE5D-F657D268FDD2@strategicdata.com.au>

Hi Gary,

we have used a script to add client information ( from a custom field ) in RT based on the incoming email address.

Is this the sort of thing you're after? I imagine you could make a call in the middle there to get values from your CRM.

{

#test create
return 0 unless $self->TransactionObj->Type eq "Create"; #only assign on create
return 0 if $self->TicketObj->FirstCustomFieldValue('Client'); # and if there's no client defined already

my $ticket = $self->TicketObj;
my $cf = RT::CustomField->new($RT::SystemUser);
my $requestor = $ticket->RequestorAddresses;

$requestor =~ /(^.+)@([^\.].*\.[a-z]{2,}$)/;
# $1 returns the username, $2 returns the domain name
my $cf_value = $2;

$cf->LoadByName(Name => 'Skip Auto Assign'); #we do not want to auto assign some clients
my $skaa_values = $cf->Values;
return 0 if !$cf->id;

while ( my $v = $skaa_values->Next ) {
    next if ! $v->Name || $v->Name eq '';
    if ($v->Name eq $cf_value) {
         return 0;
   }
}

$cf->LoadByName(Name => 'Client'); #Load up the client custom field
my $cf_values = $cf->Values;
return 0 if !$cf->id;

while ( my $v = $cf_values->Next ) {
    next if ! $v->Name || $v->Name eq '';
    if ($v->Name eq $cf_value) {
        $cf->AddValueForObject( Object => $ticket, Content => $cf_value); # if the incoming client matches add it to the ticket
        return 1;
    }
}

return 0;

}

Cheers,
Adam T.

On 03/11/2013, at 3:45 AM, Garry Glendown <garry at glendown.de> wrote:

> Hi,
> 
> after using OTRS for a couple years, we're thinking about moving (back)
> to RT ... while I assume we can get the other custom stuff we set up in
> OTRS (billing information for tickets, etc.) to work, and already have
> some basic stuff (like Authentication to our internal LDAP) running, I'm
> currently looking into integrating RT with our SugarCRM database ... we
> currently get customer info  based on customer EMails (including
> customer ID, phone number, company name etc.) to display with a ticket
> in OTRS. I'd like to get this into RT ... a search on the net only came
> up with a couple other people looking for using RT instead of the
> ticketing of the CRM ...
> Does anybody have any pointers on whether and how to get this working?
> 
> Thanks, Garry
> 
> -- 
> PGP Fingerprint: A79F A33F 5B13 BEB7 A51D 274F F99C 3AE2 4BCB 7015	
> 



From vitalik1 at yahoo.com  Wed Nov  6 00:02:38 2013
From: vitalik1 at yahoo.com (vitalik1)
Date: Tue, 5 Nov 2013 21:02:38 -0800 (PST)
Subject: [rt-users] Couldn't create related ticket create-Manager approval
	for ### No permission to create tickets in the queue
	'___Approvals' in RT 4.2
Message-ID: <1383714158.94752.YahooMailNeo@web120501.mail.ne1.yahoo.com>

Hello Experts,

I am following these instructions?http://www.bestpractical.com/docs/rt/4.2.0/customizing/approvals.html?to create a simple Approval mechanism on an fresh install of RT 4.2/MySQL 5.1/RHEL 6 system.

As the Root user I created a "Change requests" queue.
In the queue I created a new type-Perl Template called "Create approval" with the following code:
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
===Create-Ticket: Manager approval
Subject: Manager Approval for {$Tickets{TOP}->Id} - {$Tickets{TOP}->Subject}
Depended-On-By: TOP
Queue: ___Approvals
AdminCcGroup:?vPEO
Requestors: {$Tickets{TOP}->RequestorAddresses}
Type: approval
Content-Type: text/plain
Due: {time + 3*24*60*60}
Content: Please approve me.

Thanks.
ENDOFCONTENT
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++


Created a scrip "Create an approval on ticket create" Condition: "On Create", Action: Create Tickets, Template: "create approval", Status: "enabled".
I have left ___Approvals queue disabled.
I have added the following rights to the ___Approvals queue:?Grant ShowTicket and ModifyTicket rights to the Owner and AdminCc roles.
I did not add vPEO group as watchers of the ___Approvals queue explicitly.
Members of the vPEO group (including Root) can create tickets in the "Change requests" queue, but as you can see below from the log no corresponding "Approvals" get created and none of the vPEO members can see anything in the Tools->Approval menu.

The information in /var/log/messages is below:
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954]?Couldn't create related ticket create-Manager approval for 20 No permission to create tickets in the queue '___Approvals'
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm line 1151.
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/URI/fsck_com_rt.pm line 95.
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] Resolver RT::URI::fsck_com_rt could not parse fsck.com-rt://ddcdevsupport01.xxx.yyy.emc.com/ticket/, maybe Organization config was changed?
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value $id in hash element at /opt/rt4/sbin/../lib/RT/Ticket.pm line 1944.
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value $value in substitution (s///) at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2698.
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value $value in substitution (s///) at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2698.
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2731.
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2731.
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value $id in hash element at /opt/rt4/sbin/../lib/RT/Ticket.pm line 1957.
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] Resolver RT::URI::fsck_com_rt could not parse fsck.com-rt://ddcdevsupport01.xxx.yyy.emc.com/ticket/, maybe Organization config was changed?
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] RT::Link=HASH(0x7ff7917cad50) Couldn't resolve target 'fsck.com-rt://ddcdevsupport01.xxx.yyy.emc.com/ticket/' into a URI.
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] Link could not be created: Couldn't resolve target 'fsck.com-rt://ddcdevsupport01.xxx.yyy.emc.com/ticket/' into a URI.
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] AddLink thru 20 failed: Link could not be created: Couldn't resolve target 'fsck.com-rt://ddcdevsupport01.xxx.yyy.emc.com/ticket/' into a URI.
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm line 1198.
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954]?Ticket 20 created in queue 'Change requests' by root


Any suggestions on what is going wrong here are greatly appreciated.

Respectfully,

-Vitaly
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From at at efficientip.com  Wed Nov  6 05:04:05 2013
From: at at efficientip.com (Abdallah TABI)
Date: Wed, 6 Nov 2013 11:04:05 +0100
Subject: [rt-users] Question about rt-mailgate
Message-ID: <CAHT2K-fCj2qFJ09vYA1=LdHEnnv-tTMTj8XLkBa9MGOXxffXrw@mail.gmail.com>

*Good morning,*

*I have some questions regarding rt-mailgate, hope you will be able to help
me.*
*I tried to configured it as said in the RT 4-2-0 documentation. I have two
queue on my RT-environment "Support" and "R&D".*

*I added on /etc/aliases the following content:*

*rt:       "|/opt/rt4/bin/rt-mailgate --queue Support --action correspond*
*              --url http://10.0.30.214 <http://10.0.30.214>"*

*rt-comment:  "|/opt/rt4/bin/rt-mailgate --queue Support --action comment*
*              --url http://10.0.30.214 <http://10.0.30.214>"*

*What I need now it's an example of email creation, like how should I need
to fill my email to create the new ticket in the queue "Support".*

*Thanks in advance,*
*Regards.*
*Abdallah Tabi*
Support Team - at at efficientip.com





*4 rue de l?Abreuvoir92 400 CourbevoieFranceat at efficientip.com
<at at efficientip.com> Tel : +33 (0)1 75 84 88 98Fax : +33 (0)9 57 88 09
40www.efficientip.com <http://www.efficientip.com>*
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From Albert.Shih at obspm.fr  Wed Nov  6 08:59:05 2013
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Wed, 6 Nov 2013 14:59:05 +0100
Subject: [rt-users] Fail over & Cie How you do it
Message-ID: <20131106135905.GB41264@pcjas.obspm.fr>

Hi,

For one time not exactly a technical question.

Long time ago when first time I install a RT it's for my own use. After
that the ? virus ? spread to my team. 

Now all IT team use RT. 

They are some project to extend RT to other services. 

That's mean progressively RT become a very important software.

But in that case how you manage to do some upgrade, maintenance, etc..

If I take the ? mail ? example, it's ? easy ??to make a upgrade/maintenance
of mai-server because we don't loose any mail. If the smtp server is down, all 
MTA known to keep mails in the queue. 

If RT is down, all request go to a blackhole. Until now what I'm doing is
to change the aliases tables before update

    request --> RT

to

    request --> somebody@

and when RT come back, I push the ticket manually. But that's is possible
because I don't have so much ticket. 

So my question is when you RT is very important how you do the
failover/upgrade/maintenance.

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 6 nov 2013 14:40:26 CET


From t.baetzler at bringe.com  Wed Nov  6 09:44:04 2013
From: t.baetzler at bringe.com (=?ISO-8859-1?Q?Thomas_B=E4tzler?=)
Date: Wed, 06 Nov 2013 15:44:04 +0100
Subject: [rt-users] Fail over & Cie How you do it
In-Reply-To: <20131106135905.GB41264@pcjas.obspm.fr>
References: <20131106135905.GB41264@pcjas.obspm.fr>
Message-ID: <527A55B4.20409@bringe.com>

Salut,

Am 06.11.2013 14:59, schrieb Albert Shih:
> Hi,
>
> For one time not exactly a technical question.
>
> Long time ago when first time I install a RT it's for my own use. After
> that the ? virus ? spread to my team. 
>
> Now all IT team use RT. 
>
> They are some project to extend RT to other services. 
>
> That's mean progressively RT become a very important software.
>
> But in that case how you manage to do some upgrade, maintenance, etc..
>
> If I take the ? mail ? example, it's ? easy ? to make a upgrade/maintenance
> of mai-server because we don't loose any mail. If the smtp server is down, all 
> MTA known to keep mails in the queue. 
>
> If RT is down, all request go to a blackhole. Until now what I'm doing is
> to change the aliases tables before update
>
>     request --> RT
>
> to
>
>     request --> somebody@
>
> and when RT come back, I push the ticket manually. But that's is possible
> because I don't have so much ticket. 
>
> So my question is when you RT is very important how you do the
> failover/upgrade/maintenance.

We're running RT on a dedicated machine, so the local mail server on
that box is only responsible for handing off mails to rt-mailgate. When
we're doing upgrades, we're using iptables firewall rules to block
incoming external smtp connections - we can still send test mails to see
wether ticket creation works locally, but mail from other systems will
not be delivered until we remove the blocking rules. If you want to be
100% sure of not losing any mail, just set up another mail system to act
as a secondary MX for your RT mail domains - that way you can be sure
the mails are held as long as needed.

As for upgrading - best practise is probably to set up a staging system
that's mostly identical to the production system, then try out the
upgrade on the staging system before you do it on the production system.
Always make a backup of your database, RT installation and site_lib Perl
tree before doing RT upgrades.

HTH,
Thomas


From hiro24 at gmail.com  Wed Nov  6 10:04:01 2013
From: hiro24 at gmail.com (Chris Hall)
Date: Wed, 6 Nov 2013 10:04:01 -0500
Subject: [rt-users] RT 4.2 and ownership of tickets after comments
In-Reply-To: <1383684337.15548.6.camel@umgah.localdomain>
References: <CAEYANt2SLoaS3Y0Vdn6TAB7vNeyRWb2NN=WDU3PiF8CNAy-=mg@mail.gmail.com>
	<1383671038.15548.3.camel@umgah.localdomain>
	<CAEYANt0CU8VaRjBSJC2T_1eehVdEa7QGhgcf3bts77obe7yv1Q@mail.gmail.com>
	<CAEYANt08W_6cz2-KPu=PdqGmwFKTv2jK78aY2uH-j9j4+ebt4w@mail.gmail.com>
	<CAEYANt1BPsbVb2GJTyCMYDiretr+KRc+JZJM0bi1F8p1+QNrfw@mail.gmail.com>
	<1383684337.15548.6.camel@umgah.localdomain>
Message-ID: <CAEYANt1UtXcAMovBO16AskqyCrdRsHdLmsP0mfuog=gNMjfd1Q@mail.gmail.com>

I'm officially stumped.  This apparently is an issue that doesn't effect
everybody, but the people it does I can't pin down why.  I did a separate
RT installation on another server and verified that my scrip works.  This
wasn't a problem before 4.2, so it must be some sort of fail safe I'm
guessing.  So here's what I've noticed..

The logs show a scrip firing twice that emails the owner when the owner
changes.
In the history it shows RT forcefully changing the owner.
The next thing that happens is the new owner "gives" the ticket to the old
owner.
Some people in some queues are not affected.

I've double, triple checked permissions on people and groups.  I've re-read
through all my scrips and nothing except my scrip is changing ownership.
 No queues have any special scrips, they are all global.  I'm at a complete
loss what could be causing this anomaly.  Is there somewhere I can go or
something I can turn on that will enable like a debug mode so I can see
what's happening on a step by step basis when something happens like a
comment?


On Tue, Nov 5, 2013 at 3:45 PM, Alex Vandiver <alexmv at bestpractical.com>wrote:

> On Tue, 2013-11-05 at 15:36 -0500, Chris Hall wrote:
> > Still haven't found anything.  What's odd is that it's not a problem
> > w/ the scrip.  The scrip still works.  RT force changes the owner to
> > whoever made the comment.  It even shows up in the history.  But it's
> > like the very next thing that happens is the new owner "gives" the
> > ownership back to the original owner.  I can't seem to figure out why.
>
> Look at your logs; I suspect you have a second scrip which is firing to
> give it back.
>  - Alex
>
>
>
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From vadud3 at gmail.com  Wed Nov  6 10:54:22 2013
From: vadud3 at gmail.com (Asif Iqbal)
Date: Wed, 6 Nov 2013 10:54:22 -0500
Subject: [rt-users] RT 4.2 and ownership of tickets after comments
In-Reply-To: <CAEYANt1UtXcAMovBO16AskqyCrdRsHdLmsP0mfuog=gNMjfd1Q@mail.gmail.com>
References: <CAEYANt2SLoaS3Y0Vdn6TAB7vNeyRWb2NN=WDU3PiF8CNAy-=mg@mail.gmail.com>
	<1383671038.15548.3.camel@umgah.localdomain>
	<CAEYANt0CU8VaRjBSJC2T_1eehVdEa7QGhgcf3bts77obe7yv1Q@mail.gmail.com>
	<CAEYANt08W_6cz2-KPu=PdqGmwFKTv2jK78aY2uH-j9j4+ebt4w@mail.gmail.com>
	<CAEYANt1BPsbVb2GJTyCMYDiretr+KRc+JZJM0bi1F8p1+QNrfw@mail.gmail.com>
	<1383684337.15548.6.camel@umgah.localdomain>
	<CAEYANt1UtXcAMovBO16AskqyCrdRsHdLmsP0mfuog=gNMjfd1Q@mail.gmail.com>
Message-ID: <CAOHBbgVomxxifyHRJ=PGNN8EHU49fycJHFtsqj7UANDEDkRcsA@mail.gmail.com>

On Wed, Nov 6, 2013 at 10:04 AM, Chris Hall <hiro24 at gmail.com> wrote:

> I'm officially stumped.  This apparently is an issue that doesn't effect
> everybody, but the people it does I can't pin down why.  I did a separate
> RT installation on another server and verified that my scrip works.  This
> wasn't a problem before 4.2, so it must be some sort of fail safe I'm
> guessing.  So here's what I've noticed..
>
> The logs show a scrip firing twice that emails the owner when the owner
> changes.
> In the history it shows RT forcefully changing the owner.
> The next thing that happens is the new owner "gives" the ticket to the old
> owner.
> Some people in some queues are not affected.
>
> I've double, triple checked permissions on people and groups.  I've
> re-read through all my scrips and nothing except my scrip is changing
> ownership.  No queues have any special scrips, they are all global.  I'm at
> a complete loss what could be causing this anomaly.  Is there somewhere I
> can go or something I can turn on that will enable like a debug mode so I
> can see what's happening on a step by step basis when something happens
> like a comment?
>


Some log related to one of this event would help, even if you have to
sanitize it first.
But make sure you provide complete logs, so no scrip action gets skipped
while you are
pasting it here.



>
>
> On Tue, Nov 5, 2013 at 3:45 PM, Alex Vandiver <alexmv at bestpractical.com>wrote:
>
>> On Tue, 2013-11-05 at 15:36 -0500, Chris Hall wrote:
>> > Still haven't found anything.  What's odd is that it's not a problem
>> > w/ the scrip.  The scrip still works.  RT force changes the owner to
>> > whoever made the comment.  It even shows up in the history.  But it's
>> > like the very next thing that happens is the new owner "gives" the
>> > ownership back to the original owner.  I can't seem to figure out why.
>>
>> Look at your logs; I suspect you have a second scrip which is firing to
>> give it back.
>>  - Alex
>>
>>
>>
>


-- 
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?
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From hiro24 at gmail.com  Wed Nov  6 12:43:41 2013
From: hiro24 at gmail.com (Chris Hall)
Date: Wed, 6 Nov 2013 12:43:41 -0500
Subject: [rt-users] RT 4.2 and ownership of tickets after comments
In-Reply-To: <CAOHBbgVomxxifyHRJ=PGNN8EHU49fycJHFtsqj7UANDEDkRcsA@mail.gmail.com>
References: <CAEYANt2SLoaS3Y0Vdn6TAB7vNeyRWb2NN=WDU3PiF8CNAy-=mg@mail.gmail.com>
	<1383671038.15548.3.camel@umgah.localdomain>
	<CAEYANt0CU8VaRjBSJC2T_1eehVdEa7QGhgcf3bts77obe7yv1Q@mail.gmail.com>
	<CAEYANt08W_6cz2-KPu=PdqGmwFKTv2jK78aY2uH-j9j4+ebt4w@mail.gmail.com>
	<CAEYANt1BPsbVb2GJTyCMYDiretr+KRc+JZJM0bi1F8p1+QNrfw@mail.gmail.com>
	<1383684337.15548.6.camel@umgah.localdomain>
	<CAEYANt1UtXcAMovBO16AskqyCrdRsHdLmsP0mfuog=gNMjfd1Q@mail.gmail.com>
	<CAOHBbgVomxxifyHRJ=PGNN8EHU49fycJHFtsqj7UANDEDkRcsA@mail.gmail.com>
Message-ID: <CAEYANt3JSW6LTcsqicHH-hUxOzMZ4KCzGhgQjOUuXv=EjU_Qvg@mail.gmail.com>

To better illustrate what I'm seeing, here's a screen cap.
http://i.imgur.com/FTlLGYO.jpg
On the top is what I see when I tried to comment on a ticket.
On the bottom is a clip from the history, where you can see one person
commenting, RT changing ownership to them, and then they immediately return
ownership.

I have a theory as to what might be happening.  Could it be possible that
the scrips are processed before the changes?  If so, perhaps my scrip is
changing ownership of the ticket, and then RT sees on the right in the
"Ticket and Transaction" section a different owner than the ticket now has,
and the user changes it?

This is all I can really find in the log as far as anything useful.  Below
you can see that scrip 2 fires off when my scrip forcefully changes
ownership.  It then immediately fires off again because the user has given
ownership back to the original owner.

I've noticed that if I revoke the ModifyTicket permission the RT scrip will
change the owner to them, and then they are aunable to change the owner
back.  The result at the top is a message saying the comment was added,
followed by a line that reads "Permission Denied".  As far as I can tell,
this achieves the desired effect.  However, a lot of people aren't happy
about doing it this way.

I just tried removing all scrips from the queue except my scrip that
changes owner, and the result was the same.  So it's not a problem w/
another scrip that's running.  Below is a log snippet.

Nov  6 09:56:39 rt RT: [30613]
<rt-4.2.0-30613-1383749799-1974.57417-8-0 at XXX.com> #57417/999085 - Scrip 8
On Comment Notify AdminCcs as Comment
Nov  6 09:56:39 rt RT: [30613]
<rt-4.2.0-30613-1383749799-1974.57417-8-0 at XXX.com> sent  Bcc: XXX at XXX.com,
XXX at XXX.com
Nov  6 09:56:39 rt RT: [30613]
<rt-4.2.0-30613-1383749799-497.57417-9-0 at XXX.com> #57417/999085 - Scrip 9
On Comment Notify Other Recipients as Comment
Nov  6 09:56:39 rt RT: [30613]
<rt-4.2.0-30613-1383749799-497.57417-9-0 at XXX.com> No recipients found. Not
sending.
Nov  6 09:56:39 rt RT: [30613] Auto assign ticket #57417 to user #230355
Nov  6 09:56:39 rt RT: [30613]
<rt-4.2.0-30613-1383749799-436.57417-2-0 at XXX.com> #57417/999087 - Scrip 2
On Owner Change Notify Owner
Nov  6 09:56:39 rt RT: [30613]
<rt-4.2.0-30613-1383749799-436.57417-2-0 at XXX.com> No recipients found. Not
sending.
Nov  6 09:56:39 rt RT: [30613]
<rt-4.2.0-30613-1383749799-1566.57417-2-0 at XXX.com> #57417/999089 - Scrip 2
On Owner Change Notify Owner
Nov  6 09:56:39 rt RT: [30613]
<rt-4.2.0-30613-1383749799-1566.57417-2-0 at XXX.com> sent  To: XXX at XXX.com
Nov  6 09:56:39 rt RT: [30613] Use of uninitialized value in concatenation
(.) or string at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 1793.
Nov  6 09:56:39 rt RT: [30613] More than 50 possible Owners found for Queue
41; switching to autocompleter


On Wed, Nov 6, 2013 at 10:54 AM, Asif Iqbal <vadud3 at gmail.com> wrote:

>
>
>
> On Wed, Nov 6, 2013 at 10:04 AM, Chris Hall <hiro24 at gmail.com> wrote:
>
>> I'm officially stumped.  This apparently is an issue that doesn't effect
>> everybody, but the people it does I can't pin down why.  I did a separate
>> RT installation on another server and verified that my scrip works.  This
>> wasn't a problem before 4.2, so it must be some sort of fail safe I'm
>> guessing.  So here's what I've noticed..
>>
>> The logs show a scrip firing twice that emails the owner when the owner
>> changes.
>> In the history it shows RT forcefully changing the owner.
>> The next thing that happens is the new owner "gives" the ticket to the
>> old owner.
>> Some people in some queues are not affected.
>>
>> I've double, triple checked permissions on people and groups.  I've
>> re-read through all my scrips and nothing except my scrip is changing
>> ownership.  No queues have any special scrips, they are all global.  I'm at
>> a complete loss what could be causing this anomaly.  Is there somewhere I
>> can go or something I can turn on that will enable like a debug mode so I
>> can see what's happening on a step by step basis when something happens
>> like a comment?
>>
>
>
> Some log related to one of this event would help, even if you have to
> sanitize it first.
> But make sure you provide complete logs, so no scrip action gets skipped
> while you are
> pasting it here.
>
>
>
>>
>>
>> On Tue, Nov 5, 2013 at 3:45 PM, Alex Vandiver <alexmv at bestpractical.com>wrote:
>>
>>> On Tue, 2013-11-05 at 15:36 -0500, Chris Hall wrote:
>>> > Still haven't found anything.  What's odd is that it's not a problem
>>> > w/ the scrip.  The scrip still works.  RT force changes the owner to
>>> > whoever made the comment.  It even shows up in the history.  But it's
>>> > like the very next thing that happens is the new owner "gives" the
>>> > ownership back to the original owner.  I can't seem to figure out why.
>>>
>>> Look at your logs; I suspect you have a second scrip which is firing to
>>> give it back.
>>>  - Alex
>>>
>>>
>>>
>>
>
>
> --
> 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?
>
>
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From vadud3 at gmail.com  Wed Nov  6 14:02:20 2013
From: vadud3 at gmail.com (Asif Iqbal)
Date: Wed, 6 Nov 2013 14:02:20 -0500
Subject: [rt-users] RT 4.2 and ownership of tickets after comments
In-Reply-To: <CAEYANt0C=d89syxfa=+kZKLSJrsoDPh2Rd1Krhp_yab6aycScQ@mail.gmail.com>
References: <CAEYANt2SLoaS3Y0Vdn6TAB7vNeyRWb2NN=WDU3PiF8CNAy-=mg@mail.gmail.com>
	<1383671038.15548.3.camel@umgah.localdomain>
	<CAEYANt0CU8VaRjBSJC2T_1eehVdEa7QGhgcf3bts77obe7yv1Q@mail.gmail.com>
	<CAEYANt08W_6cz2-KPu=PdqGmwFKTv2jK78aY2uH-j9j4+ebt4w@mail.gmail.com>
	<CAEYANt1BPsbVb2GJTyCMYDiretr+KRc+JZJM0bi1F8p1+QNrfw@mail.gmail.com>
	<1383684337.15548.6.camel@umgah.localdomain>
	<CAEYANt1UtXcAMovBO16AskqyCrdRsHdLmsP0mfuog=gNMjfd1Q@mail.gmail.com>
	<CAOHBbgVomxxifyHRJ=PGNN8EHU49fycJHFtsqj7UANDEDkRcsA@mail.gmail.com>
	<CAEYANt0C=d89syxfa=+kZKLSJrsoDPh2Rd1Krhp_yab6aycScQ@mail.gmail.com>
Message-ID: <CAOHBbgVGK5CqApMJ+Ebrx-m-DzZNjRpVw7OdRU2Yh7GM3KrDag@mail.gmail.com>

On Wed, Nov 6, 2013 at 12:20 PM, Chris Hall <hiro24 at gmail.com> wrote:

> Nov  6 09:56:39 rt RT: [30613]
> <rt-4.2.0-30613-1383749799-436.57417-2-0 at XXX.com> #57417/999087 - Scrip 2
> On Owner Change Notify Owner
> Nov  6 09:56:39 rt RT: [30613]
> <rt-4.2.0-30613-1383749799-436.57417-2-0 at XXX.com> No recipients found.
> Not sending.
> Nov  6 09:56:39 rt RT: [30613]
> <rt-4.2.0-30613-1383749799-1566.57417-2-0 at XXX.com> #57417/999089 - Scrip
> 2 On Owner Change Notify Owner
> Nov  6 09:56:39 rt RT: [30613]
> <rt-4.2.0-30613-1383749799-1566.57417-2-0 at XXX.com> sent  To: XXX at XXX.com
>


This log does not really show the event when RT forcibly changed the owner.
You might need to provide a fresh complete log for a new event.

Also, do you might have any scrip in "Scrips which apply to all queues" and
"Current Scrips" section? A snapshot of /Admin/Queues/Scrips.html?id=XX
where XX is the ``id'' of the queue might show that.

Please include all when you reply.

-- 
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?
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From Kendric.Beachey at garmin.com  Wed Nov  6 14:52:09 2013
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Wed, 6 Nov 2013 19:52:09 +0000
Subject: [rt-users] Question about rt-mailgate
In-Reply-To: <CAHT2K-fCj2qFJ09vYA1=LdHEnnv-tTMTj8XLkBa9MGOXxffXrw@mail.gmail.com>
References: <CAHT2K-fCj2qFJ09vYA1=LdHEnnv-tTMTj8XLkBa9MGOXxffXrw@mail.gmail.com>
Message-ID: <074C3AE4E206DC478AB4FA128B9791411690D68D@OLAWPA-EXMB06.ad.garmin.com>

It looks like what you need to do is send an email (with any subject line and any content) to your aliased address, which would be:

rt at rtbox.yourdomain.com<mailto:rt at rtbox.yourdomain.com>

One suggestion...you might consider using alias names that matches your queue name, so you can have more than one active queue.

In other words, something more like...

support:  '|/opt/rt4/bin/rt-mailgate --queue Support --action correspond ...'
support-comment: '|/opt/rt4/bin/rt-mailgate --queue Support -action comment ...'

And then you'd send email to support at rtbox.yourdomain.com<mailto:support at rtbox.yourdomain.com> or support-comment at rtbox.yourdomain.com<mailto:support-comment at rtbox.yourdomain.com> .

(Don't cut-and-paste those lines, as I think Outlook has done some stupid "autocorrect" junk on them.  :-p )
--
Kendric Beachey


From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Abdallah TABI
Sent: Wednesday, November 06, 2013 4:04 AM
To: falcone at bestpractical.com; RT users; ruz at bestpractical.com; Alexandre LEPREVOST
Subject: [rt-users] Question about rt-mailgate

Good morning,

I have some questions regarding rt-mailgate, hope you will be able to help me.
I tried to configured it as said in the RT 4-2-0 documentation. I have two queue on my RT-environment "Support" and "R&D".

I added on /etc/aliases the following content:

rt:       "|/opt/rt4/bin/rt-mailgate --queue Support --action correspond
              --url http://10.0.30.214"

rt-comment:  "|/opt/rt4/bin/rt-mailgate --queue Support --action comment
              --url http://10.0.30.214"

What I need now it's an example of email creation, like how should I need to fill my email to create the new ticket in the queue "Support".

Thanks in advance,
Regards.
Abdallah Tabi
Support Team - at at efficientip.com<mailto:at at efficientip.com>
[Image removed by sender.]
4 rue de l?Abreuvoir
92 400 Courbevoie
France
at at efficientip.com<mailto:at at efficientip.com>
Tel : +33 (0)1 75 84 88 98
Fax : +33 (0)9 57 88 09 40
www.efficientip.com<http://www.efficientip.com>

________________________________

CONFIDENTIALITY NOTICE: This email and any attachments are for the sole use of the intended recipient(s) and contain information that may be confidential and/or legally privileged. If you have received this email in error, please notify the sender by reply email and delete the message. Any disclosure, copying, distribution or use of this communication (including attachments) by someone other than the intended recipient is prohibited. Thank you.
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From hiro24 at gmail.com  Wed Nov  6 15:00:57 2013
From: hiro24 at gmail.com (Chris Hall)
Date: Wed, 6 Nov 2013 15:00:57 -0500
Subject: [rt-users] RT 4.2 and ownership of tickets after comments
In-Reply-To: <CAOHBbgVGK5CqApMJ+Ebrx-m-DzZNjRpVw7OdRU2Yh7GM3KrDag@mail.gmail.com>
References: <CAEYANt2SLoaS3Y0Vdn6TAB7vNeyRWb2NN=WDU3PiF8CNAy-=mg@mail.gmail.com>
	<1383671038.15548.3.camel@umgah.localdomain>
	<CAEYANt0CU8VaRjBSJC2T_1eehVdEa7QGhgcf3bts77obe7yv1Q@mail.gmail.com>
	<CAEYANt08W_6cz2-KPu=PdqGmwFKTv2jK78aY2uH-j9j4+ebt4w@mail.gmail.com>
	<CAEYANt1BPsbVb2GJTyCMYDiretr+KRc+JZJM0bi1F8p1+QNrfw@mail.gmail.com>
	<1383684337.15548.6.camel@umgah.localdomain>
	<CAEYANt1UtXcAMovBO16AskqyCrdRsHdLmsP0mfuog=gNMjfd1Q@mail.gmail.com>
	<CAOHBbgVomxxifyHRJ=PGNN8EHU49fycJHFtsqj7UANDEDkRcsA@mail.gmail.com>
	<CAEYANt0C=d89syxfa=+kZKLSJrsoDPh2Rd1Krhp_yab6aycScQ@mail.gmail.com>
	<CAOHBbgVGK5CqApMJ+Ebrx-m-DzZNjRpVw7OdRU2Yh7GM3KrDag@mail.gmail.com>
Message-ID: <CAEYANt20P8MVQKzMzEje3Xh_U+KeuFjuvCgR4DFDsZpV+F9OYg@mail.gmail.com>

Fixed

It was as I suspected. (I think)  The scrips were running and changing the
owner of the ticket, and then RT was applying everything to the ticket
update, including the "Ticket and Transaction" section afterwards.  Since
this section holds a field marked "Owner" and is defaultly populated by the
old owner, RT was reading that value and using it to re-set the owner after
the scrip had ran.

I'm not a programmer, so my fix is quick and dirty.  But this is what I
did.  I removed the following code from Update.html

{   name => 'Owner',
            comp => '/Elements/SelectOwner',
            args => {
                Name         => "Owner",
                TicketObj    => $TicketObj,
                QueueObj     => $TicketObj->QueueObj,
                DefaultLabel => loc("[_1] (Unchanged)",
$m->scomp('/Elements/ShowUser', User => $TicketObj->OwnerObj)),
                Default      => $ARGS{'Owner'}
            }
        },

This removed the owner field from the comment page.  My users never change
the owner here anyways.

I know changing this file in this way means in the future upgrades will
probably overwrite my changes, but for now everybody is happy and I just
have to be aware that this fix is needed if it's ever overwritten by an
upgrade.


On Wed, Nov 6, 2013 at 2:02 PM, Asif Iqbal <vadud3 at gmail.com> wrote:

>
> On Wed, Nov 6, 2013 at 12:20 PM, Chris Hall <hiro24 at gmail.com> wrote:
>
>> Nov  6 09:56:39 rt RT: [30613]
>> <rt-4.2.0-30613-1383749799-436.57417-2-0 at XXX.com> #57417/999087 - Scrip
>> 2 On Owner Change Notify Owner
>> Nov  6 09:56:39 rt RT: [30613]
>> <rt-4.2.0-30613-1383749799-436.57417-2-0 at XXX.com> No recipients found.
>> Not sending.
>> Nov  6 09:56:39 rt RT: [30613]
>> <rt-4.2.0-30613-1383749799-1566.57417-2-0 at XXX.com> #57417/999089 - Scrip
>> 2 On Owner Change Notify Owner
>> Nov  6 09:56:39 rt RT: [30613]
>> <rt-4.2.0-30613-1383749799-1566.57417-2-0 at XXX.com> sent  To: XXX at XXX.com
>>
>
>
> This log does not really show the event when RT forcibly changed the
> owner. You might need to provide a fresh complete log for a new event.
>
> Also, do you might have any scrip in "Scrips which apply to all queues"
> and "Current Scrips" section? A snapshot of /Admin/Queues/Scrips.html?id=XX
> where XX is the ``id'' of the queue might show that.
>
> Please include all when you reply.
>
>
> --
> 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?
>
>
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From bbaker at copesan.com  Wed Nov  6 16:39:39 2013
From: bbaker at copesan.com (Bryon Baker)
Date: Wed, 6 Nov 2013 21:39:39 +0000
Subject: [rt-users] Email Message
Message-ID: <f03c125e893c4e10bec019dad9b06557@DM2PR05MB430.namprd05.prod.outlook.com>

Does anyone now how to get rid of this return message?



RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email.



I have set the everyone user to allow create and reply to tickets rights. The user email also already exists in the database. Tickets are also getting created.



Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  *  262-783-6261 ext. 2296
bbaker at copesan.com<mailto:cstephan at copesan.com>
www.copesan.com<http://www.copesan.com/>
"Servicing North America with Local Care"

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From blair at fx.net.nz  Wed Nov  6 22:45:07 2013
From: blair at fx.net.nz (Blair Harrison)
Date: Thu, 7 Nov 2013 16:45:07 +1300
Subject: [rt-users] Custom Field, date type searching
Message-ID: <CANbgte1z-tST6JLinfPoc2b-Z=oELrqSLWiG6yeHFkqtTLDOMQ@mail.gmail.com>

Hi All,

I have a custom field in one of our queues with the "select date" type.

I'm trying to do a search for tickets which have this field set to greater
than today, so I can add this to a saved search.

This works if i specify the date as a numeric in the search form, but not
the literal "today" which should work?

I have tried both the select date, and select datetime type of fields but
behaviour seems to be the same for both types.

Any Ideas?

Currently running RT 4.0.5

Cheers,
Blair
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From garry at glendown.de  Thu Nov  7 06:10:36 2013
From: garry at glendown.de (Garry Glendown)
Date: Thu, 07 Nov 2013 12:10:36 +0100
Subject: [rt-users] Integrating RT w/ SugarCRM information
In-Reply-To: <F279CFAB-76E1-4217-BE5D-F657D268FDD2@strategicdata.com.au>
References: <52752C1C.3070800@glendown.de>
	<F279CFAB-76E1-4217-BE5D-F657D268FDD2@strategicdata.com.au>
Message-ID: <527B752C.8070104@glendown.de>

On 06.11.2013 01:56, Adam Thick wrote:
> Hi Gary,
>
> we have used a script to add client information ( from a custom field ) in RT based on the incoming email address.
>
> Is this the sort of thing you're after? I imagine you could make a call in the middle there to get values from your CRM.
>

Thanks, I will look into your solution, looks like a good place to start!

-garry

-- 
PGP Fingerprint: A79F A33F 5B13 BEB7 A51D 274F F99C 3AE2 4BCB 7015



From mkartashov at rutube.ru  Thu Nov  7 09:57:01 2013
From: mkartashov at rutube.ru (=?utf-8?B?0JrQsNGA0YLQsNGI0L7QsiDQnNC40YXQsNC40Ls=?=)
Date: Thu, 7 Nov 2013 14:57:01 +0000
Subject: [rt-users] Numeric values in custom field search
Message-ID: <3034B6E09AE8844C970B7EB57F0E767C21AEFA5D@EX02.rutube.corp>

Hello!

When I try to use the search, RT takes custom field value as a string, even if it has a number.

This causes problems when searching and sorting:
100 is less than 2, and so on.
Is there a way to search using field values ??as numbers rather than strings?

--
Best regards



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From linux at muellers.ms  Thu Nov  7 13:53:55 2013
From: linux at muellers.ms (Lixus Zoran)
Date: Thu, 7 Nov 2013 19:53:55 +0100
Subject: [rt-users] How to use JSGantt ?
Message-ID: <20131107195355.333283c3@precise.foobar.de>

Hello,

I am  using RT 4.0.7 on debian 7 wheezy using the debian RT package.

I would like to use JSGantt and got a copy by git clone from here
https://github.com/bestpractical/rt-extension-jsgantt/

This got set in my environment

	export PERL5LIB=/usr/share/request-tracker4/lib
	export RTHOME=/etc/request-tracker4

I followed the instructions in README (twice) and I think i set it up correctly:

	root at node:/opt/install/rt/rt-extension-jsgantt/#  perl Makefile.PL 
	Using RT configuration from /usr/share/request-tracker4/lib/RT.pm:
	./etc   => /usr/local/share/request-tracker4/plugins/RT-Extension-JSGantt/etc
	./html  => /usr/local/share/request-tracker4/plugins/RT-Extension-JSGantt/html
	./lib   => /usr/local/share/request-tracker4/plugins/RT-Extension-JSGantt/lib
	Writing Makefile for RT::Extension::JSGantt
	Writing MYMETA.yml

	root at node:/opt/install/rt/rt-extension-jsgantt/#  make
	Skip blib/lib/RT/Extension/JSGantt.pm (unchanged)
	Manifying blib/man3/RT::Extension::JSGantt.3pm

	root at node:/opt/install/rt/rt-extension-jsgantt/#  make install
	Appending installation info to /usr/local/share/request-tracker4/man/perllocal.pod

After restarting apache the webinterface at /Admin/Tools/Configuration.html shows this:

JSGanttOptions	 {
  'ShowDuration' => 1,
  'DefaultDays' => 7,
  'NullDatesColor' => 333,
  'DefaultFormat' => 'day',
  'ShowProgress' => 1,
  'WorkingHoursPerDay' => 8,
  'ShowOwner' => 1
}	

So I believe it should work.

But I can't find any hint in the GUI how to use JSGantt or even see somthing about it.
I guess I have to have to have "Dates" set for my ticks like "Starts" and "Due" ?
And do a search with special "Display Columns"  ?
Or JSGantt needs to be enabled for every queue ?

On what URL do I get something like this:
http://www.bestpractical.com/static/images/screenshots/rt-extensions/rt-extension-jsgantt.png


Thanks a lot
Lixus



From darin at darins.net  Thu Nov  7 14:38:36 2013
From: darin at darins.net (Darin Perusich)
Date: Thu, 7 Nov 2013 14:38:36 -0500
Subject: [rt-users] How to use JSGantt ?
In-Reply-To: <20131107195355.333283c3@precise.foobar.de>
References: <20131107195355.333283c3@precise.foobar.de>
Message-ID: <CADaviKs_44r7Z=WdsViCLnEYRn=d5s+RFs8exr=vwTJQk5aYGQ@mail.gmail.com>

There's a Gantt Chart link on the Links block of the ticket. You also
didn't say whether you added RT::Extension::JSGantt to the Plugins
section of RT_SiteConfig.pm
--
Later,
Darin


On Thu, Nov 7, 2013 at 1:53 PM, Lixus Zoran <linux at muellers.ms> wrote:
> Hello,
>
> I am  using RT 4.0.7 on debian 7 wheezy using the debian RT package.
>
> I would like to use JSGantt and got a copy by git clone from here
> https://github.com/bestpractical/rt-extension-jsgantt/
>
> This got set in my environment
>
>         export PERL5LIB=/usr/share/request-tracker4/lib
>         export RTHOME=/etc/request-tracker4
>
> I followed the instructions in README (twice) and I think i set it up correctly:
>
>         root at node:/opt/install/rt/rt-extension-jsgantt/#  perl Makefile.PL
>         Using RT configuration from /usr/share/request-tracker4/lib/RT.pm:
>         ./etc   => /usr/local/share/request-tracker4/plugins/RT-Extension-JSGantt/etc
>         ./html  => /usr/local/share/request-tracker4/plugins/RT-Extension-JSGantt/html
>         ./lib   => /usr/local/share/request-tracker4/plugins/RT-Extension-JSGantt/lib
>         Writing Makefile for RT::Extension::JSGantt
>         Writing MYMETA.yml
>
>         root at node:/opt/install/rt/rt-extension-jsgantt/#  make
>         Skip blib/lib/RT/Extension/JSGantt.pm (unchanged)
>         Manifying blib/man3/RT::Extension::JSGantt.3pm
>
>         root at node:/opt/install/rt/rt-extension-jsgantt/#  make install
>         Appending installation info to /usr/local/share/request-tracker4/man/perllocal.pod
>
> After restarting apache the webinterface at /Admin/Tools/Configuration.html shows this:
>
> JSGanttOptions   {
>   'ShowDuration' => 1,
>   'DefaultDays' => 7,
>   'NullDatesColor' => 333,
>   'DefaultFormat' => 'day',
>   'ShowProgress' => 1,
>   'WorkingHoursPerDay' => 8,
>   'ShowOwner' => 1
> }
>
> So I believe it should work.
>
> But I can't find any hint in the GUI how to use JSGantt or even see somthing about it.
> I guess I have to have to have "Dates" set for my ticks like "Starts" and "Due" ?
> And do a search with special "Display Columns"  ?
> Or JSGantt needs to be enabled for every queue ?
>
> On what URL do I get something like this:
> http://www.bestpractical.com/static/images/screenshots/rt-extensions/rt-extension-jsgantt.png
>
>
> Thanks a lot
> Lixus
>


From darin at darins.net  Thu Nov  7 15:22:06 2013
From: darin at darins.net (Darin Perusich)
Date: Thu, 7 Nov 2013 15:22:06 -0500
Subject: [rt-users] link to queue from ticket
Message-ID: <CADaviKuyYxGJM3Ppc8hHj-TcEhOhA-ThDDAzu-abG9aO-h+q8Q@mail.gmail.com>

Hello All,

My RT install has a lot of queue's, 30+, and i find that while working
on a ticket in queue10, I want to quickly get back to the top-level of
said queue without having to click Home, find queue under Quick
search. Really I'd like a link in the ticket to do this.

Is there a way to accomplish this easily?

thanks!

--
Later,
Darin


From falcone at bestpractical.com  Thu Nov  7 15:33:58 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 7 Nov 2013 15:33:58 -0500
Subject: [rt-users] link to queue from ticket
In-Reply-To: <CADaviKuyYxGJM3Ppc8hHj-TcEhOhA-ThDDAzu-abG9aO-h+q8Q@mail.gmail.com>
References: <CADaviKuyYxGJM3Ppc8hHj-TcEhOhA-ThDDAzu-abG9aO-h+q8Q@mail.gmail.com>
Message-ID: <20131107203358.GP1829@jibsheet.com>

On Thu, Nov 07, 2013 at 03:22:06PM -0500, Darin Perusich wrote:
> My RT install has a lot of queue's, 30+, and i find that while working
> on a ticket in queue10, I want to quickly get back to the top-level of
> said queue without having to click Home, find queue under Quick
> search. Really I'd like a link in the ticket to do this.
> 
> Is there a way to accomplish this easily?

I'd totally merge a branch for 4.4 that made the Queue name in Basics
clickable (and have thought about writing it myself).

Depending on how you navigated to the ticket, you may also find
Search -> Tickets -> Current Search available and gets you back to
your working list.

-kevin
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From darin at darins.net  Thu Nov  7 16:04:30 2013
From: darin at darins.net (Darin Perusich)
Date: Thu, 7 Nov 2013 16:04:30 -0500
Subject: [rt-users] link to queue from ticket
In-Reply-To: <20131107203358.GP1829@jibsheet.com>
References: <CADaviKuyYxGJM3Ppc8hHj-TcEhOhA-ThDDAzu-abG9aO-h+q8Q@mail.gmail.com>
	<20131107203358.GP1829@jibsheet.com>
Message-ID: <CADaviKtZKTMwBcGOdFD1o1GLUybm6CVV0YTJNDb2joV8tnDhSw@mail.gmail.com>

Having Queue name in Basics clickable would be perfect!
--
Later,
Darin


On Thu, Nov 7, 2013 at 3:33 PM, Kevin Falcone <falcone at bestpractical.com> wrote:
> On Thu, Nov 07, 2013 at 03:22:06PM -0500, Darin Perusich wrote:
>> My RT install has a lot of queue's, 30+, and i find that while working
>> on a ticket in queue10, I want to quickly get back to the top-level of
>> said queue without having to click Home, find queue under Quick
>> search. Really I'd like a link in the ticket to do this.
>>
>> Is there a way to accomplish this easily?
>
> I'd totally merge a branch for 4.4 that made the Queue name in Basics
> clickable (and have thought about writing it myself).
>
> Depending on how you navigated to the ticket, you may also find
> Search -> Tickets -> Current Search available and gets you back to
> your working list.
>
> -kevin


From mrcpu at lilpantry.com  Thu Nov  7 21:07:00 2013
From: mrcpu at lilpantry.com (Jaye Mathisen)
Date: Thu, 07 Nov 2013 18:07:00 -0800
Subject: [rt-users] plain text inline
Message-ID: <527C4744.60203@lilpantry.com>

RT 4.2.0

A separate software system creates a PDF file, and also a text summary 
representation of that file.

I thought it'd be handy to have these files in RT.

When creating tickets from the command line rt tool,  attaching the 
files to rt is fine, but then when displaying, even the plain text 
portion is getting:

"Message body is not shown because sender requested not to inline it."  
Me thinks I didn't do this on purpose.

Is there some trivial change ( I have my preferences set to 100k for 
inline attachments ), or some magic I need to do when attaching the file 
that will make this display in-line automatically?

The text attachment is only 2.5k.  Shows up as text/plain 2.5k in RT.

I poked around in there a bit, but didn't see anything that made it clear.

Any help appreciated.  Using Google Chrome as a browser.


-- 
Jaye Mathisen, Lil Pantry
P:541-476-0152
F:541-476-0152

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From janniezbedny1887 at gmail.com  Fri Nov  8 06:45:09 2013
From: janniezbedny1887 at gmail.com (=?ISO-8859-2?Q?Jan_Niezb=EAdny?=)
Date: Fri, 8 Nov 2013 12:45:09 +0100
Subject: [rt-users] Date format in reports & SearchResults::XLS Extension
	problem
Message-ID: <CAE4WCxQaiwJsgoKaTm9OzmimLmJD9D9PtCmoXcBO2m03T_3J-Q@mail.gmail.com>

First of all. It is possible to change date format in standart report in RT
.tsv file (1 in attachment) for columns: Told, Created, LastUpdated to look
like "yyyy-mm-dd hh:mm:ss"? Because now is "day dd mm yyyy, hh:mm:ss" or "2
days ago", "1 hour ago".

I just install SearchResults::XLS Extension and data format in the reports
is good but I get a few another problems:
-I have two path to generate report standard one kana?y->arkusz
kalkulacyjny (1 in attachment)  and XLS from extension (2 in attachment),
better is to have it in one place like in 1 way in attachment.

- when I create a report, file which i get from kana?y->arkusz kalkulacyjny
(1 in attachment) is .tsv when I configure to use UTF-8 it's look nice but
for XLS (2 in attachment),column headers are in English not Polish. And
additionally I have less columns than in the previous 1 way, altrought I
pointed out all of the columns to display in the report.


Regards,
Jan
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From janniezbedny1887 at gmail.com  Fri Nov  8 06:58:11 2013
From: janniezbedny1887 at gmail.com (=?ISO-8859-2?Q?Jan_Niezb=EAdny?=)
Date: Fri, 8 Nov 2013 12:58:11 +0100
Subject: [rt-users] Date format in reports & SearchResults::XLS Extension
	problem
Message-ID: <CAE4WCxQags3dJOK2MvDE1C7wjYN4j82qjXT+_rmQ6i5cSDM2gg@mail.gmail.com>

First of all. It is possible to change date format in standart report in RT
.tsv file (1 in attachment) for columns: Told, Created, LastUpdated to look
like "yyyy-mm-dd hh:mm:ss"? Because now is "day dd mm yyyy, hh:mm:ss" or "2
days ago", "1 hour ago".

I just install SearchResults::XLS Extension and data format in the reports
is good but I get a few another problems:
-I have two path to generate report standard one kana?y->arkusz
kalkulacyjny (1 in attachment)  and XLS from extension (2 in attachment),
better is to have it in one place like in 1 way in attachment.

- when I create a report, file which i get from kana?y->arkusz kalkulacyjny
(1 in attachment) is .tsv when I configure to use UTF-8 it's look nice but
for XLS (2 in attachment),column headers are in English not Polish. And
additionally I have less columns than in the previous 1 way, altrought I
pointed out all of the columns to display in the report.


Regards,
Jan
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From al at efficientip.com  Fri Nov  8 09:03:44 2013
From: al at efficientip.com (Alexandre LEPREVOST)
Date: Fri, 8 Nov 2013 15:03:44 +0100
Subject: [rt-users] Question about API and custom field
Message-ID: <CADRn1OXi_g9X3F=uDgX8Fnei8LqbQFtipp9VJ6Bw0NDBJAnvrA@mail.gmail.com>

Hello There

I come to you with a question on "how to" to do something on RT with a
script.

I did a script to add a customField and It's working (with one Queue
attached):

    my $cf = RT::CustomField->new($RT::SystemUser);
    my ($cf_exist, $cf_res_mesg) = $cf->LoadByName(Name=>'Step to
reproduce');

    if (!$cf_exist)
    {
        $cf->Create(Name        => $cf_name,
                    *Queue       => 'Support',*
                    Type        => 'FreeformMultiple',
                    Disabled    => 0,
                    Pattern     => '(?#Mandatory).',
                    LookupType  => 'Ticket',
                    Description => 'To define the step to reproduce the
issue',
                    Values      => [ ]);
    }

My question is about the Queue. In fact I need to attache this custom field
to 3 others Queues. I've tried to find a solution to do that (with
AddToObject) but I don't know how to do that. Do you have an idea ?

I don't ask a full example of course :) Just a short help on which function
I need to use with an exemple :)

Thank you veru much for your help
<http://www.bestpractical.com/docs/rt/4.2/RT/CustomField.html#AddToObject-OBJECT>
Kind regards / Cordialement

*Alexandre Leprevost*
Project Engineer / Delivery Team


 4 rue de l?Abreuvoir
92 400 Courbevoie
France
al at efficientip.com
Tel : +33 (0)1 75 84 88 98
Fax : +33 (0)9 57 88 09 40
www.efficientip.com
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From sr at ilk.net  Fri Nov  8 09:48:57 2013
From: sr at ilk.net (Stefan Rein)
Date: Fri, 8 Nov 2013 15:48:57 +0100
Subject: [rt-users] "Update Status" and "New messages" feature.
Message-ID: <20131108144857.GD2682@ilk.net>

Hello,

Some isues about this subject while looking at the code of RT 4.0.7.
I didn't find a brief description about this, so I try it myself.

The column "New messages" (UpdateStatus) in a ticket list shows
the arrival of new messages (Replies or Comments) on a ticket. It does not
matter whether the message has been written by a customer or by another RT
user. Only the self-written messages are not counted as new messages.

This "New messages" - attribute applies separately for each RT user.
A new ticket (a ticket creation Transaction) receives no labeling as
"New message".

The "New messages" flag is reset as follows: Click on the posterior part
of the text at the top of the ticket ("There are unread messages on this
ticket (...) jump to the first unread message and mark all messages as seen" )
There is no other way to reset this flag, so the UpdateStatus Column doesn't
make sense without activation ShowUnreadMessageNotifications in the RT Config.

Internal, RT records this information by setting the current user's seen
timestamp of the ticket (in SQL table "Attributes") to the timestamp of the last
transaction of the ticket. 

The "New messages" flag ist fired with the first transaction of type "Comment"
or "Reply", that is newer as the last recorded current user's "seen" timestamp.

Hope everything is correct.

Its difficult to find descriptions about the numerous features of RT.
The RT book is very old. Is there anything else besides requesttracker.Wikia and
bestpractical.com?

Best regards - Steffi.



From al at efficientip.com  Fri Nov  8 10:59:54 2013
From: al at efficientip.com (Alexandre LEPREVOST)
Date: Fri, 8 Nov 2013 16:59:54 +0100
Subject: [rt-users] Question about API and custom field
In-Reply-To: <CADRn1OXi_g9X3F=uDgX8Fnei8LqbQFtipp9VJ6Bw0NDBJAnvrA@mail.gmail.com>
References: <CADRn1OXi_g9X3F=uDgX8Fnei8LqbQFtipp9VJ6Bw0NDBJAnvrA@mail.gmail.com>
Message-ID: <CADRn1OWdOp_=qbJ89u=o2c2VAMfFRWf8fDAK64sbEgWKxfw_8A@mail.gmail.com>

I found how to do it

For guys wondering how I did it, look the following example :
sub create_step_to_reproduce_cf
{
    my $cf_name = 'Step ro reproduce';

    my $cf = RT::CustomField->new($RT::SystemUser);
    my ($cf_exist, $cf_res_mesg) = $cf->LoadByName(Name=>$cf_name);

    if (!$cf_exist)
    {
        $cf->Create(Name        => $cf_name,
                    Queue       => $_[0],
                    Type        => 'FreeformMultiple',
                    Disabled    => 0,
                    Pattern     => '(?#Mandatory).',
                    LookupType  => 'Ticket',
                    Description => 'To define the step to reproduce the
issue',
                    Values      => [ ]);

        print "Custom field '".$cf->Name()."' creee\n";

        foreach my $queue_name (@_)
        {
            my $queue = RT::Queue->new($RT::SystemUser);
            $queue->Load($queue_name);

            my $ocf = RT::ObjectCustomField->new($RT::SystemUser);
            $ocf->Create(ObjectId => $queue->Id, CustomField =>$cf->id);
        }
    }
    else
    {
        print "Custom field '".$cf->Name()."' existe deja\n";
    }
}

create_step_to_reproduce_cf('Support','Presales','Delivery','R&D');


Kind regards / Cordialement

*Alexandre Leprevost*
Project Engineer / Delivery Team


 4 rue de l?Abreuvoir
92 400 Courbevoie
France
al at efficientip.com
Tel : +33 (0)1 75 84 88 98
Fax : +33 (0)9 57 88 09 40
www.efficientip.com


2013/11/8 Alexandre LEPREVOST <al at efficientip.com>

> Hello There
>
> I come to you with a question on "how to" to do something on RT with a
> script.
>
> I did a script to add a customField and It's working (with one Queue
> attached):
>
>     my $cf = RT::CustomField->new($RT::SystemUser);
>     my ($cf_exist, $cf_res_mesg) = $cf->LoadByName(Name=>'Step to
> reproduce');
>
>     if (!$cf_exist)
>     {
>         $cf->Create(Name        => $cf_name,
>                     *Queue       => 'Support',*
>                     Type        => 'FreeformMultiple',
>                     Disabled    => 0,
>                     Pattern     => '(?#Mandatory).',
>                     LookupType  => 'Ticket',
>                     Description => 'To define the step to reproduce the
> issue',
>                     Values      => [ ]);
>     }
>
> My question is about the Queue. In fact I need to attache this custom
> field to 3 others Queues. I've tried to find a solution to do that (with
> AddToObject) but I don't know how to do that. Do you have an idea ?
>
> I don't ask a full example of course :) Just a short help on which
> function I need to use with an exemple :)
>
> Thank you veru much for your help
>
> <http://www.bestpractical.com/docs/rt/4.2/RT/CustomField.html#AddToObject-OBJECT>
> Kind regards / Cordialement
>
> *Alexandre Leprevost*
> Project Engineer / Delivery Team
>
>
>  4 rue de l?Abreuvoir
> 92 400 Courbevoie
> France
> al at efficientip.com
> Tel : +33 (0)1 75 84 88 98
> Fax : +33 (0)9 57 88 09 40
> www.efficientip.com
>
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From at at efficientip.com  Fri Nov  8 11:12:09 2013
From: at at efficientip.com (Abdallah TABI)
Date: Fri, 8 Nov 2013 17:12:09 +0100
Subject: [rt-users] Question about rt-mailgate
In-Reply-To: <074C3AE4E206DC478AB4FA128B9791411690D68D@OLAWPA-EXMB06.ad.garmin.com>
References: <CAHT2K-fCj2qFJ09vYA1=LdHEnnv-tTMTj8XLkBa9MGOXxffXrw@mail.gmail.com>
	<074C3AE4E206DC478AB4FA128B9791411690D68D@OLAWPA-EXMB06.ad.garmin.com>
Message-ID: <CAHT2K-f1FFGcLGeEZMWm=OFH6kO0oyVFe_TRkga7iKvvH+uMgg@mail.gmail.com>

Thanks ! It helped me !
Thanks again for your kind help.
Le 6 nov. 2013 20:52, "Beachey, Kendric" <Kendric.Beachey at garmin.com> a
?crit :

>  It looks like what you need to do is send an email (with any subject
> line and any content) to your aliased address, which would be:
>
>
>
> rt at rtbox.yourdomain.com
>
>
>
> One suggestion...you might consider using alias names that matches your
> queue name, so you can have more than one active queue.
>
>
>
> In other words, something more like...
>
>
>
> support:  ?|/opt/rt4/bin/rt-mailgate --queue Support --action correspond
> ...?
>
> support-comment: ?|/opt/rt4/bin/rt-mailgate ?-queue Support ?action
> comment ...?
>
>
>
> And then you?d send email to support at rtbox.yourdomain.com or
> support-comment at rtbox.yourdomain.com .
>
>
>
> (Don?t cut-and-paste those lines, as I think Outlook has done some stupid
> ?autocorrect? junk on them.  :-p )
>
> --
>
> Kendric Beachey
>
>
>
>
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Abdallah TABI
> *Sent:* Wednesday, November 06, 2013 4:04 AM
> *To:* falcone at bestpractical.com; RT users; ruz at bestpractical.com;
> Alexandre LEPREVOST
> *Subject:* [rt-users] Question about rt-mailgate
>
>
>
> *Good morning,*
>
>
>
> *I have some questions regarding rt-mailgate, hope you will be able to
> help me.*
>
> *I tried to configured it as said in the RT 4-2-0 documentation. I have
> two queue on my RT-environment "Support" and "R&D".*
>
>
>
> *I added on /etc/aliases the following content:*
>
>
>
> *rt:       "|/opt/rt4/bin/rt-mailgate --queue Support --action correspond*
>
> *              --url http://10.0.30.214 <http://10.0.30.214>"*
>
>
>
> *rt-comment:  "|/opt/rt4/bin/rt-mailgate --queue Support --action comment*
>
> *              --url http://10.0.30.214 <http://10.0.30.214>"*
>
>
>
> *What I need now it's an example of email creation, like how should I need
> to fill my email to create the new ticket in the queue "Support".*
>
>
>
> *Thanks in advance,*
>
> *Regards.*
>
> *Abdallah Tabi*
>   Support Team - at at efficientip.com [image: Image removed by sender.]
>
>
>
>
>
>
>
> *4 rue de l?Abreuvoir 92 400 Courbevoie France at at efficientip.com
> <at at efficientip.com> Tel : +33 (0)1 75 84 88 98
> <%2B33%20%280%291%2075%2084%2088%2098> Fax : +33 (0)9 57 88 09 40
> <%2B33%20%280%299%2057%2088%2009%2040> www.efficientip.com
> <http://www.efficientip.com>*
>
> ------------------------------
>
> CONFIDENTIALITY NOTICE: This email and any attachments are for the sole
> use of the intended recipient(s) and contain information that may be
> confidential and/or legally privileged. If you have received this email in
> error, please notify the sender by reply email and delete the message. Any
> disclosure, copying, distribution or use of this communication (including
> attachments) by someone other than the intended recipient is prohibited.
> Thank you.
>
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From linux at muellers.ms  Fri Nov  8 11:12:34 2013
From: linux at muellers.ms (Lixus Zoran)
Date: Fri, 8 Nov 2013 17:12:34 +0100
Subject: [rt-users] How to use JSGantt ?
In-Reply-To: <4F9FEAFA-2146-410F-9273-7E194B675888@gmail.com>
References: <20131107195355.333283c3@precise.foobar.de>
	<4F9FEAFA-2146-410F-9273-7E194B675888@gmail.com>
Message-ID: <20131108171234.6256a0f4@precise.foobar.de>

Hello Frank,

Thanks for your support!

> when you open a ticket you have in the Display view a new Link Gantt Chart in the Links section.

An this is the point, i do not see this link.
See Attachment.

So I am wondering if if have to enable JSGant per queue or something.


I have 
	Set(@Plugins,'RT::Extension::JSGantt');
in
	/etc/request-tracker4/RT_SiteConfig.pm

And also Tool -> Configuration -> Tools -> System Configuration 
(http:/mycompany.tld/rt/Admin/Tools/Configuration.html) shows this:

JSGanttOptions	 {
  'ShowDuration' => 1,
  'DefaultDays' => 7,
  'NullDatesColor' => 333,
  'DefaultFormat' => 'day',
  'ShowProgress' => 1,
  'WorkingHoursPerDay' => 8,
  'ShowOwner' => 1
}

so i believe _it_ is enabled !

As far as I understand RT Extensions are using a kind of 
"Overlay" which can extend the Html Pages, right ?
http://requesttra cker.wikia.com/wiki/CustomizingWithOverlays

Is it possible that his Overlay mechanism is not working and needs to be enabled first ?

I attached my RTSiteConfig.pm (anonymize it a bit)

Thanks
Lixus








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From SJC at qvii.com  Fri Nov  8 11:26:52 2013
From: SJC at qvii.com (Cena, Stephen (ext. 300))
Date: Fri, 8 Nov 2013 16:26:52 +0000
Subject: [rt-users] CC emails not always being sent
In-Reply-To: <mailman.264.1383746353.1556.rt-users@lists.bestpractical.com>
References: <mailman.264.1383746353.1556.rt-users@lists.bestpractical.com>
Message-ID: <0CE56AE307C0BC4B950BF05F3759DF4314CFBB26@MailStore2010.ogp.qvii.com>

Kevin - Thank you. I'll go check both systems to be sure those are running/enabled. That sounds like it will work better than the NotifyActor fix I used. That is working, but extra emails are being sent out. I'll follow up once I get caught up here. Being out for two days sure causes work to pile up!

Message: 10
Date: Tue, 5 Nov 2013 16:09:07 -0500
From: Kevin Falcone <falcone at bestpractical.com>
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] CC emails not always being sent
Message-ID: <20131105210907.GM1829 at jibsheet.com>
Content-Type: text/plain; charset="us-ascii"

On Mon, Nov 04, 2013 at 01:44:58PM +0000, Cena, Stephen (ext. 300) wrote:
> I thought that might be the case. Is there a better way to ensure that 
> CC emails are always sent? Both our Service Dept & the IT Dept will 
> add users to the CC's as needed. In both RT systems, I have a "On 
> Correspond Notify Others" Scrip and thought that would cover it.
> 
> What is the proper/recommended way to ensure all CC users get their emails without extra emails getting generated?

On Correspond Notify CCs is the proper scrip to ensure that Ticket CCs get their email.

On Correspond Notify other recipients is the proper scrip to ensure that one time CCs and BCCs get their email.

Please note the difference between Ticket CCs and the one-time-CCs, these are handled by different Scrip actions.

-kevin 

From sr at ilk.net  Fri Nov  8 14:00:08 2013
From: sr at ilk.net (Stefan Rein)
Date: Fri, 8 Nov 2013 20:00:08 +0100
Subject: [rt-users] Default Search Order in Default Search
Message-ID: <20131108190008.GC14229@ilk.net>

Hi, 

is it possible to change the default sort order of the standard search
("Quick search", "Simpe Search") in RT 4.0.7? 

I know, this is possible in saved searches, where I can edit the
search order in a global way. 

And I know that every user can change the search order of saved
searches by editing them, as well as the search order of the
standard search within his preferences.

But can I change this also in a global manner, as this is
possible for the displayed search fields 
("DefaultSearchResultFormat")?

Thanks - Steffi


From linux at muellers.ms  Sat Nov  9 05:36:24 2013
From: linux at muellers.ms (Lixus Zoran)
Date: Sat, 9 Nov 2013 11:36:24 +0100
Subject: [rt-users] How to use JSGantt ?
In-Reply-To: <20131107195355.333283c3@precise.foobar.de>
References: <20131107195355.333283c3@precise.foobar.de>
Message-ID: <20131109113624.08d13f93@precise.foobar.de>

Stupid me,

it's working of course!

I assumed that Set(@Plugins,  works in a setter/getter manner
and in addition the debain way to manage RT_SiteConfig.pm 
is to have a conf.d style directory /etc/request-tracker4/RT_SiteConfig.d/
with several config snippets and I had this in one file:

	Set(@Plugins,'RT::Extension::JSGantt');

and this in another:

	Set(@Plugins, qw(RT::Extension::LDAPImport));

So "Set(@Plugins ... " got overwritten.

The correct way is to have only one "Set(@Plugins ... " like this:

Set(@Plugins, qw(
        RT::Extension::LDAPImport
        RT::Extension::JSGantt
));

Sorry for wasting your time.


From alexander.reintzsch at netsystem.de  Mon Nov 11 08:43:01 2013
From: alexander.reintzsch at netsystem.de (Alexander Reintzsch)
Date: Mon, 11 Nov 2013 14:43:01 +0100
Subject: [rt-users] RT 4.2.0 - Skins in plugins
Message-ID: <5280DEE5.5060504@netsystem.de>

Hello,

I tried to create a new skin based on aileron. I use rt 4.2.0. I'm
facing the problem as follows.

If I put the skin's main.css in local/css/myskin/ and the needed add on
in html/NoAuth/css/myskin everything works fine.

local/html/NoAuth/css/myskin/AfterMenus
local/html/NoAuth/css/myskin/InHeader

I can also add it to the list of skins available using this line.

push(@{RT->Config->Meta('WebDefaultStylesheet')->{'WidgetArguments'}->{'Values'}},
"myskin");

So far, so good.

But if I do the same things within a plugin, then the main.css file is
not found.

So how can I store the css in the plugin to make it work?

local/plugins/RT-MySkin/static/css/myskin/main.css

does not work.

What did I do wrong?

Thanks for your help.

Cheers,
Alex

-- 
Mit freundlichen Gr??en/ Sincerely yours

Alexander Reinzsch
IT-software engineer
NetSystem
Netzwerk- und Systemtechnik GmbH

Zollstrasse 4 und Wesendonkstrasse 1a
42103 Wuppertal
Tel:   +49 202 - 705 398 - 100
Fax:   +49 202 - 705 398 - 110
Email: info at netsystem.de
www.netsystem.de

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From Horst.Kriegers at loro.ch  Mon Nov 11 08:35:07 2013
From: Horst.Kriegers at loro.ch (Kriegers Horst)
Date: Mon, 11 Nov 2013 13:35:07 +0000
Subject: [rt-users] Lifecycle mapping
Message-ID: <49BFBF371580BE4A921A738E1E1C95C5198AE1BD@PSDAG02.office.loro.swiss>

Hello,

I?ve created my first new lifecycle called ?igs? and assigned it to ? queue.


Set(%Lifecycles,
    igs => {
        initial         => [ 'new' ],
        active          => [ 'open', 'stalled', 'ToTest', 'IsTested' ],
        inactive        => [ 'resolved', 'rejected', 'deleted' ],

        # Transitions d'un statut vers un autre
        transitions => {
            ''       => [qw(new open resolved)],

            # from   => [ to list ],
            new      => [qw(open ToTest IsTested stalled resolved rejected deleted )],
            open     => [qw(new ToTest IsTested stalled resolved rejected deleted )],
            stalled  => [qw(new open ToTest IsTested rejected resolved deleted )],
            resolved => [qw(new open ToTest IsTested stalled rejected deleted )],
            rejected => [qw(new open ToTest IsTested stalled resolved deleted )],
            deleted  => [qw(new open ToTest IsTested stalled rejected resolved )],
            ToTest   => [qw(IsTested new open stalled rejected resolved )],
            IsTested => [qw(ToTest new open stalled rejected resolved )],
        },

        # Actions
        actions => [
            'new -> ToTest' => {
                label  => 'ToTest',
                update => 'Comment',
            },
            'ToTest -> IsTested' => {
                label  => 'IsTested',
                update => 'Comment',
            },
            'IsTested -> resolved' => {
                label  => 'Resolve',
                update => 'Comment',
            },
        ],


        # Status mapping different different lifecycles
        __maps__ => {
            'igs -> default' => {
                'ToTest'   => 'new',
                'IsTested' => 'open',
            },

        },


    },
);


I have the error ?There is no mapping for statuses between these queues. Contact your system administrator.? when I try to move a ticket from the ?igs? lifecycle queue to a default lifecycle queue.

Your help would be appreciate.

Thanks,
Horst




________________________________
Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit.

________________________________
Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way.

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From rwhalen at advanceweb.com  Mon Nov 11 09:32:35 2013
From: rwhalen at advanceweb.com (Ryan Whalen)
Date: Mon, 11 Nov 2013 09:32:35 -0500
Subject: [rt-users] upgrade from 4.0.5 to 4.2.0, lifecycle name error
Message-ID: <CALX4Q5qoZ1J84rw7YUr5N7Pc6xvk8no2q8sxBF5_2teOgicV4g@mail.gmail.com>

Hello,

I upgraded from 4.0.5 to 4.2.0, which went smooth for the most part.

Now when I go to my dashboard it stops loading and says "An internal RT
error has occurred. Your administrator can find more details in RT's log
files."

It only stops when there is a widget with queue information. Here is what
the logs show:

httpd error log:

[error]: Can't call mehod "Name" on an undefined value at
RTROOT/share/html/Elements/QueueSummaryByStatus line130

Stack:
 [RTROOT/share/html/Elements/QueueSummaryByStatus:130]
 [RTROOT/share/html/Elements/MyAdminQueues:52]
 [RTROOT/share/html/Elements/TitleBox:56]
 [RTROOT/share/html/Elements/MyAdminQueues:52]
 [RTROOT/share/html/Elements/MyRT:97]
...
some more
...

Any ideas when happened? I ran the upgrade for MySQL. without any problems,
and everything else seems to work so far.

Thanks,
Ryan
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From toth.milan at gmail.com  Mon Nov 11 10:16:00 2013
From: toth.milan at gmail.com (Milan Toth)
Date: Mon, 11 Nov 2013 16:16:00 +0100
Subject: [rt-users] Lifecycle mapping
In-Reply-To: <49BFBF371580BE4A921A738E1E1C95C5198AE1BD@PSDAG02.office.loro.swiss>
References: <49BFBF371580BE4A921A738E1E1C95C5198AE1BD@PSDAG02.office.loro.swiss>
Message-ID: <68781D2F-6617-44CF-8237-719C28154914@gmail.com>

Hi,

you have to either set target Queue to use the same lifecycle as source Queue or create mapping as documented here:

http://bestpractical.com/docs/rt/4.2/customizing/lifecycles.html

cite:
If you don't provide a mapping, users will see an error when they try to move a ticket between queues with different lifecycles but no mapping.

    Set( %Lifecycles, orders => {
        # ...,
        __maps__ => {
            'default -> orders' => {
                'new'  => 'pending',
                'open' => 'processing',
                # ...,
            },
            'orders -> default' => {
                'pending'    => 'new',
                'processing' => 'open',
                # ...,
            },
            # ...,
        },
        # ...,
    });
Cheers,
Milan.

On 11.11.2013, at 14:35, Kriegers Horst <Horst.Kriegers at loro.ch> wrote:

> Hello,
>  
> I?ve created my first new lifecycle called ?igs? and assigned it to ? queue.
>  
>  
> Set(%Lifecycles,
>     igs => {
>         initial         => [ 'new' ],
>         active          => [ 'open', 'stalled', 'ToTest', 'IsTested' ],
>         inactive        => [ 'resolved', 'rejected', 'deleted' ],
>  
>         # Transitions d'un statut vers un autre
>         transitions => {
>             ''       => [qw(new open resolved)],
>  
>             # from   => [ to list ],
>             new      => [qw(open ToTest IsTested stalled resolved rejected deleted )],
>             open     => [qw(new ToTest IsTested stalled resolved rejected deleted )],
>             stalled  => [qw(new open ToTest IsTested rejected resolved deleted )],
>             resolved => [qw(new open ToTest IsTested stalled rejected deleted )],
>             rejected => [qw(new open ToTest IsTested stalled resolved deleted )],
>             deleted  => [qw(new open ToTest IsTested stalled rejected resolved )],
>             ToTest   => [qw(IsTested new open stalled rejected resolved )],
>             IsTested => [qw(ToTest new open stalled rejected resolved )],
>         },
>  
>         # Actions
>         actions => [
>             'new -> ToTest' => {
>                 label  => 'ToTest',
>                 update => 'Comment',
>             },
>             'ToTest -> IsTested' => {
>                 label  => 'IsTested',
>                 update => 'Comment',
>             },
>             'IsTested -> resolved' => {
>                 label  => 'Resolve',
>                 update => 'Comment',
>             },
>         ],
>  
>  
>         # Status mapping different different lifecycles
>         __maps__ => {
>             'igs -> default' => {
>                 'ToTest'   => 'new',
>                 'IsTested' => 'open',
>             },
>  
>         },
>  
>  
>     },
> );
>  
>  
> I have the error ?There is no mapping for statuses between these queues. Contact your system administrator.? when I try to move a ticket from the ?igs? lifecycle queue to a default lifecycle queue.
>  
> Your help would be appreciate.
>  
> Thanks,
> Horst
>  
>  
>  
> 
> Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit.
> 
> Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way.

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From alexander.reintzsch at netsystem.de  Mon Nov 11 11:08:49 2013
From: alexander.reintzsch at netsystem.de (Alexander Reintzsch)
Date: Mon, 11 Nov 2013 17:08:49 +0100
Subject: [rt-users] RT 4.2.0 - Skins in plugins
In-Reply-To: <5280DEE5.5060504@netsystem.de>
References: <5280DEE5.5060504@netsystem.de>
Message-ID: <52810111.2090600@netsystem.de>

Am Mo 11 Nov 2013 14:43:01 CET schrieb Alexander Reintzsch:
> What did I do wrong?

One thing I realized is that I had

Set($DevelMode, '1');

in etc/RT_SiteConfig.pm

This causes RT to ignore the static directories.

But it's still not working properly. The problems are merely some 
different ones now. :-( But the result is the same.

I cannot access /static/css/myskin/main.css

Has this something to do with the mason-handler? I'm stuck. Any help is 
appreciated.

cheers,
Alex
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From rwhalen at advanceweb.com  Mon Nov 11 12:52:10 2013
From: rwhalen at advanceweb.com (Ryan Whalen)
Date: Mon, 11 Nov 2013 12:52:10 -0500
Subject: [rt-users] upgrade from 4.0.5 to 4.2.0, lifecycle name error
In-Reply-To: <CALX4Q5qoZ1J84rw7YUr5N7Pc6xvk8no2q8sxBF5_2teOgicV4g@mail.gmail.com>
References: <CALX4Q5qoZ1J84rw7YUr5N7Pc6xvk8no2q8sxBF5_2teOgicV4g@mail.gmail.com>
Message-ID: <CALX4Q5pH_SvjbqCJOKg7CD7aMZDcKQy=J5xrP9KTKRFMAWQsqA@mail.gmail.com>

I disabled the RTIR "Incidents" queue and the errors stopped.




On Mon, Nov 11, 2013 at 9:32 AM, Ryan Whalen <rwhalen at advanceweb.com> wrote:

> Hello,
>
> I upgraded from 4.0.5 to 4.2.0, which went smooth for the most part.
>
> Now when I go to my dashboard it stops loading and says "An internal RT
> error has occurred. Your administrator can find more details in RT's log
> files."
>
> It only stops when there is a widget with queue information. Here is what
> the logs show:
>
> httpd error log:
>
> [error]: Can't call mehod "Name" on an undefined value at
> RTROOT/share/html/Elements/QueueSummaryByStatus line130
>
> Stack:
>  [RTROOT/share/html/Elements/QueueSummaryByStatus:130]
>  [RTROOT/share/html/Elements/MyAdminQueues:52]
>  [RTROOT/share/html/Elements/TitleBox:56]
>  [RTROOT/share/html/Elements/MyAdminQueues:52]
>  [RTROOT/share/html/Elements/MyRT:97]
> ...
> some more
> ...
>
> Any ideas when happened? I ran the upgrade for MySQL. without any
> problems, and everything else seems to work so far.
>
> Thanks,
> Ryan
>
>
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From ram0502 at gmail.com  Mon Nov 11 13:54:49 2013
From: ram0502 at gmail.com (Ram)
Date: Mon, 11 Nov 2013 10:54:49 -0800
Subject: [rt-users] RT cli tool diffculty with bulk steal
Message-ID: <CAAipLxEzAuv=RgbhdmTO18g=0-hVfWwtz-Mb7a8bgF1RNn5Esw@mail.gmail.com>

I am looking to change the owner of 3000 tickets from usera to userb. It
seems that ./rt take|untake|steal does not accept a request to read ids
from <stdin> - that is this doesn't work:
./rt -i ls owner=usera | ./rt steal -

The first problem is that steal|take|untake doesn't like the explicit
notation ticket/ticket_id but rather prefers just a ticket_id. That's easy
enough to work around - just nuke "ticket/". The issue around not like "-"
indicating take parameters from <stdin> is more of a hassle.

Suggestions?

thanks
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From mrcpu at lilpantry.com  Mon Nov 11 14:01:16 2013
From: mrcpu at lilpantry.com (Jaye Mathisen)
Date: Mon, 11 Nov 2013 11:01:16 -0800
Subject: [rt-users] RT cli tool diffculty with bulk steal
In-Reply-To: <CAAipLxEzAuv=RgbhdmTO18g=0-hVfWwtz-Mb7a8bgF1RNn5Esw@mail.gmail.com>
References: <CAAipLxEzAuv=RgbhdmTO18g=0-hVfWwtz-Mb7a8bgF1RNn5Esw@mail.gmail.com>
Message-ID: <5281297C.20106@lilpantry.com>

./rt -i ls owner=usera | sed -e 's/ticket\///' | xargs -L 1 ./rt steal

or somesuch should get you close.

Might have to check your documentation for xargs to tell it how to only 
run 1 command at a time, I think it varies between linux and BSD.


On 11/11/2013 10:54 AM, Ram wrote:
> I am looking to change the owner of 3000 tickets from usera to userb. 
> It seems that ./rt take|untake|steal does not accept a request to read 
> ids from <stdin> - that is this doesn't work:
> ./rt -i ls owner=usera | ./rt steal -
>
> The first problem is that steal|take|untake doesn't like the explicit 
> notation ticket/ticket_id but rather prefers just a ticket_id. That's 
> easy enough to work around - just nuke "ticket/". The issue around not 
> like "-" indicating take parameters from <stdin> is more of a hassle.
>
> Suggestions?
>
> thanks
>

-- 
Jaye Mathisen, Lil Pantry
P:541-476-0152
F:541-476-0152

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From vitalik1 at yahoo.com  Mon Nov 11 14:06:56 2013
From: vitalik1 at yahoo.com (vitalik1)
Date: Mon, 11 Nov 2013 11:06:56 -0800 (PST)
Subject: [rt-users] Couldn't create related ticket create-Manager
	approval	for ### No permission to create tickets in the
	queue	'___Approvals' in RT 4.2
In-Reply-To: <1383714158.94752.YahooMailNeo@web120501.mail.ne1.yahoo.com>
References: <1383714158.94752.YahooMailNeo@web120501.mail.ne1.yahoo.com>
Message-ID: <1384196816.19401.YahooMailNeo@web120501.mail.ne1.yahoo.com>

I am hoping someone from RT can revisit this page because i found that these??http://www.bestpractical.com/docs/rt/4.2.0/customizing/approvals.html?instructions are not working AS IS if used on RT 4.2. ?What make the Approval Template/scrips trigger expected behavior and Approval to begin appearing for users was this:

1. very valuable note from this RT Wiki:?http://requesttracker.wikia.com/wiki/ApprovalCreation?namely this:
"?There is an error in the documentation for RT3. This caused me a good bit of trouble. The Depended-On-By line in the documentation example is incorrect. The value on this line must be "TOP" (as shown here) and not "{$Tickets{'TOP'}->Id}" as the docs show."

I find this amusing since the author of this page has researched that syntac of the {TOP} has changed at least several time b/w RT releases and depending on the version of the code could be either "TOP" (works in RT 4.2 but RT 4.2 Approval page used 'TOP', hence my troubles getting it to work) or 'TOP'.

2.I had to Enable the ___Approvals queue

3. Testing section of the above mentioned 4.2 customizing approvals instructions says "Select Tools -> Approvals" but in RT 4.2 it is "Select Tools -> Approval"

I hope this saves you some angst during implementation.

-Vitaly


On Wednesday, November 6, 2013 12:03 AM, vitalik1 <vitalik1 at yahoo.com> wrote:
 
Hello Experts,

I am following these instructions?http://www.bestpractical.com/docs/rt/4.2.0/customizing/approvals.html?to create a simple Approval mechanism on an fresh install of RT 4.2/MySQL 5.1/RHEL 6 system.

As the Root user I created a "Change requests" queue.
In the queue I created a new type-Perl Template called "Create approval" with the following code:
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
===Create-Ticket: Manager approval
Subject: Manager Approval for {$Tickets{TOP}->Id} - {$Tickets{TOP}->Subject}
Depended-On-By: TOP
Queue: ___Approvals
AdminCcGroup:?vPEO
Requestors: {$Tickets{TOP}->RequestorAddresses}
Type: approval
Content-Type: text/plain
Due: {time + 3*24*60*60}
Content: Please approve me.

Thanks.
ENDOFCONTENT
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++


Created a scrip "Create an approval on ticket create" Condition: "On Create", Action: Create Tickets, Template: "create approval", Status: "enabled".
I have left ___Approvals queue disabled.
I have added the following rights to the ___Approvals queue:?Grant ShowTicket and ModifyTicket rights to the Owner and AdminCc roles.
I did not add vPEO group as watchers of the ___Approvals queue explicitly.
Members of the vPEO group (including Root) can create tickets in the "Change requests" queue, but as you can see below from the log no corresponding "Approvals" get created and none of the vPEO members can see anything in the Tools->Approval menu.

The information in /var/log/messages is below:
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954]?Couldn't create related ticket create-Manager approval for 20 No permission to create tickets in the queue '___Approvals'
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm line 1151.
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/URI/fsck_com_rt.pm line 95.
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] Resolver RT::URI::fsck_com_rt could not parse fsck.com-rt://ddcdevsupport01.xxx.yyy.emc.com/ticket/, maybe Organization config was changed?
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value $id in hash element at /opt/rt4/sbin/../lib/RT/Ticket.pm line 1944.
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value $value in substitution (s///) at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2698.
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value $value in substitution (s///) at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2698.
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2731.
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2731.
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value $id in hash element at /opt/rt4/sbin/../lib/RT/Ticket.pm line 1957.
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] Resolver RT::URI::fsck_com_rt could not parse fsck.com-rt://ddcdevsupport01.xxx.yyy.emc.com/ticket/, maybe Organization config was changed?
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] RT::Link=HASH(0x7ff7917cad50) Couldn't resolve target 'fsck.com-rt://ddcdevsupport01.xxx.yyy.emc.com/ticket/' into a URI.
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] Link could not be created: Couldn't resolve target 'fsck.com-rt://ddcdevsupport01.xxx.yyy.emc.com/ticket/' into a URI.
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] AddLink thru 20 failed: Link could not be created: Couldn't resolve target 'fsck.com-rt://ddcdevsupport01.xxx.yyy.emc.com/ticket/' into a URI.
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954] Use of uninitialized value in concatenation (.) or string at /opt/rt4/sbin/../lib/RT/Action/CreateTickets.pm line 1198.
Nov ?4 14:00:02 ddcdevsupport01 RT: [2954]?Ticket 20 created in queue 'Change requests' by root


Any suggestions on what is going wrong here are greatly appreciated.

Respectfully,

-Vitaly
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From bwiese at ElementPS.com  Mon Nov 11 14:10:28 2013
From: bwiese at ElementPS.com (Brent Wiese)
Date: Mon, 11 Nov 2013 19:10:28 +0000
Subject: [rt-users] Iterating through multi select CF descriptions
In-Reply-To: <910CDE054EF7D24DBCA89A2EF88A404E5EC44447@phxmain-exmbx10>
References: <910CDE054EF7D24DBCA89A2EF88A404E5EC44447@phxmain-exmbx10>
Message-ID: <910CDE054EF7D24DBCA89A2EF88A404E695B033D@phxmain-exmbx10>

Re-ping:

Running RT 4.0.17.

I have a CF that is a multi-select.

I use the description field to determine whether to fire off certain checks in a scrip.

What I can't seem to figure out is how to check every one of the chosen item's description.

If I try this, a slight modification of another case where I iterate through the chosen values ($INTval->Content):

my $ticket = $self->TicketObj;
                my $cfINTvals = $ticket->CustomFieldValues($cfINT);
                while ( my $INTval = ($cfINTvals->Next) ) {
                                if ($INTval->Description eq 'xyz') {

It fails with:
Prepare failed: RT::ObjectCustomFieldValue::Description Unimplemented in RT::Action::UserDefined.

I used to use this, but it no longer suffices as it only checks the first chosen field description:

                my $value_obj = RT::CustomFieldValue->new( $ticket->CurrentUser );
                $value_obj->LoadByCols(CustomField => $cfid, Name => $ticket->FirstCustomFieldValue($cfid));
                my $desc = $value_obj->Description;

                if ($desc eq 'xyz') {

I tried this, a variation of both (chaning FirstCustomFieldValue to CustomFieldValues and trying to Next them):

                my $value_obj = RT::CustomFieldValue->new( $ticket->CurrentUser );
                $value_obj->LoadByCols(CustomField => $cfINT, Name => $ticket->CustomFieldValues($cfINT));

                while ( my $desc = ($value_obj->Next)) {
                                my $descval = $desc->Description;
                                if ($descval eq 'xyz') {

But it fails with:

Prepare failed: RT::CustomFieldValue::Next Unimplemented in RT::Action::UserDefined.

I'm hoping this is something really obvious I'm just not seeing after 2 days of pulling out my hair...

Thanks in advance for any suggestions.

Brent

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From ram0502 at gmail.com  Mon Nov 11 14:26:42 2013
From: ram0502 at gmail.com (Ram)
Date: Mon, 11 Nov 2013 11:26:42 -0800
Subject: [rt-users] RT cli tool diffculty with bulk steal
In-Reply-To: <5281297C.20106@lilpantry.com>
References: <CAAipLxEzAuv=RgbhdmTO18g=0-hVfWwtz-Mb7a8bgF1RNn5Esw@mail.gmail.com>
	<5281297C.20106@lilpantry.com>
Message-ID: <CAAipLxHedZ81+QN5X3bsVG7PLasAVf5qCBPAuNwzrodEaiWHOw@mail.gmail.com>

`xargs -L 1`  - yep that worked like  charm!
thanks Jaye,
ram



On Mon, Nov 11, 2013 at 11:01 AM, Jaye Mathisen <mrcpu at lilpantry.com> wrote:

> ./rt -i ls owner=usera | sed -e 's/ticket\///' | xargs -L 1 ./rt steal
>
> or somesuch should get you close.
>
> Might have to check your documentation for xargs to tell it how to only
> run 1 command at a time, I think it varies between linux and BSD.
>
>
>
> On 11/11/2013 10:54 AM, Ram wrote:
>
>> I am looking to change the owner of 3000 tickets from usera to userb. It
>> seems that ./rt take|untake|steal does not accept a request to read ids
>> from <stdin> - that is this doesn't work:
>> ./rt -i ls owner=usera | ./rt steal -
>>
>> The first problem is that steal|take|untake doesn't like the explicit
>> notation ticket/ticket_id but rather prefers just a ticket_id. That's easy
>> enough to work around - just nuke "ticket/". The issue around not like "-"
>> indicating take parameters from <stdin> is more of a hassle.
>>
>> Suggestions?
>>
>> thanks
>>
>>
> --
> Jaye Mathisen, Lil Pantry
> P:541-476-0152
> F:541-476-0152
>
>
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From me at payam124.com  Mon Nov 11 15:59:01 2013
From: me at payam124.com (Payam Poursaied)
Date: Mon, 11 Nov 2013 21:59:01 +0100
Subject: [rt-users] any way to get directly to the "Crate Ticket" page
Message-ID: <00ba01cedf20$da7521a0$8f5f64e0$@payam124.com>

Hi All

One of my colleagues, create tickets frequently in a specific queue. In
RT3.8.8 in made a bookmark similar to
http://ticket-server/rt/Ticket/Create.html?Queue=XX and directly got to the
ticket create page. But in RT4.2, it seems that in order to prevent cross
site script, block direct access to ticket creation page.

First, I can understand that blocking direct access to create ticket page is
a must in order to prevent cross site forgery, does getting to the first
page, which only shows blank page, could causes any problem? I think getting
to http://ticket-server/rt/Ticket/Create.html?Queue=XX without any other
POST/GET parameter may not be unsafe. Am I wrong?

Second, is there any workaround/suggestion to overcome this case? Any
comment is appreciated

 

Regards

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From Horst.Kriegers at loro.ch  Tue Nov 12 02:51:56 2013
From: Horst.Kriegers at loro.ch (Kriegers Horst)
Date: Tue, 12 Nov 2013 07:51:56 +0000
Subject: [rt-users] Lifecycle mapping
In-Reply-To: <68781D2F-6617-44CF-8237-719C28154914@gmail.com>
References: <49BFBF371580BE4A921A738E1E1C95C5198AE1BD@PSDAG02.office.loro.swiss>
	<68781D2F-6617-44CF-8237-719C28154914@gmail.com>
Message-ID: <49BFBF371580BE4A921A738E1E1C95C5198B42C4@PSDAG02.office.loro.swiss>

Hi Milan,
Thank you for the answer !

Like you can see in my initial post, I?ve provided a mapping (maybe incorrect).
Now, I?ve modified my mapping like this and the error is always the same.

__maps__ => {
            'default -> igs' => {
                'new'      => 'new',
                'open'     => 'open',
                'stalled'  => 'stalled',
                'resolved' => 'resolved',
                'rejected' => 'rejected',
                'deleted'  => 'deleted',

            },
            'igs -> default' => {
                'new'      => 'new',
                'open'     => 'open',
                'stalled'  => 'stalled',
                'resolved' => 'resolved',
                'rejected' => 'rejected',
                'deleted'  => 'deleted',
                'ToTest'   => 'new',
                'IsTested' => 'open',
            },

        },


What I wanted to obtain is :
-              All queues have the standard ?default? lifecycle except 1 queue there is with the ?igs? lifecycle.
-              The ?igs? lifecycle keeps the same status ?default? lifecycle, plus 2 new status ?ToTest? and ?IsTested?

So I thought that my mapping should contain only the references to the two new status  ?ToTest? => ?new? and ?IsTested? => ?open?


Sorry if I understand slowly :\


And thanks a lot for your help
Horst






De : rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] De la part de Milan Toth
Envoy? : lundi 11 novembre 2013 16:16
? : rt-users at lists.bestpractical.com
Objet : Re: [rt-users] Lifecycle mapping

Hi,

you have to either set target Queue to use the same lifecycle as source Queue or create mapping as documented here:

http://bestpractical.com/docs/rt/4.2/customizing/lifecycles.html

cite:

If you don't provide a mapping, users will see an error when they try to move a ticket between queues with different lifecycles but no mapping.

    Set( %Lifecycles, orders => {

        # ...,

        __maps__ => {

            'default -> orders' => {

                'new'  => 'pending',

                'open' => 'processing',

                # ...,

            },

            'orders -> default' => {

                'pending'    => 'new',

                'processing' => 'open',

                # ...,

            },

            # ...,

        },

        # ...,

    });
Cheers,
Milan.

On 11.11.2013, at 14:35, Kriegers Horst <Horst.Kriegers at loro.ch<mailto:Horst.Kriegers at loro.ch>> wrote:


Hello,

I?ve created my first new lifecycle called ?igs? and assigned it to ? queue.


Set(%Lifecycles,
    igs => {
        initial         => [ 'new' ],
        active          => [ 'open', 'stalled', 'ToTest', 'IsTested' ],
        inactive        => [ 'resolved', 'rejected', 'deleted' ],

        # Transitions d'un statut vers un autre
        transitions => {
            ''       => [qw(new open resolved)],

            # from   => [ to list ],
            new      => [qw(open ToTest IsTested stalled resolved rejected deleted )],
            open     => [qw(new ToTest IsTested stalled resolved rejected deleted )],
            stalled  => [qw(new open ToTest IsTested rejected resolved deleted )],
            resolved => [qw(new open ToTest IsTested stalled rejected deleted )],
            rejected => [qw(new open ToTest IsTested stalled resolved deleted )],
            deleted  => [qw(new open ToTest IsTested stalled rejected resolved )],
            ToTest   => [qw(IsTested new open stalled rejected resolved )],
            IsTested => [qw(ToTest new open stalled rejected resolved )],
        },

        # Actions
        actions => [
            'new -> ToTest' => {
                label  => 'ToTest',
                update => 'Comment',
            },
            'ToTest -> IsTested' => {
                label  => 'IsTested',
                update => 'Comment',
            },
            'IsTested -> resolved' => {
                label  => 'Resolve',
                update => 'Comment',
            },
        ],


        # Status mapping different different lifecycles
        __maps__ => {
            'igs -> default' => {
                'ToTest'   => 'new',
                'IsTested' => 'open',
            },

        },


    },
);


I have the error ?There is no mapping for statuses between these queues. Contact your system administrator.? when I try to move a ticket from the ?igs? lifecycle queue to a default lifecycle queue.

Your help would be appreciate.

Thanks,
Horst




________________________________
Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit.

________________________________
Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way.


________________________________
Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit.

________________________________
Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way.

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From colintempler at gmail.com  Tue Nov 12 06:18:51 2013
From: colintempler at gmail.com (Colin)
Date: Tue, 12 Nov 2013 11:18:51 +0000
Subject: [rt-users] RT 3.8 nginx HTTPS + fastcgi_server redirects to HTTP
Message-ID: <CABOora5rVnf-Gc2ZhczL0Q7LxUT4yZ0mx-Ti-nwhw6wzdrFjOA@mail.gmail.com>

Hi all,
I'm migrating an Apache only HTTPS + mod_perl to a nginx + fastcgi.
But new setup after I open up the login page in https://servername and
insert my username+password, I get redirected to http://servername
thus I'm unable to connect as there isn't any HTTP configured and I
only run HTTPS.
After I login and if I go directly to https://servername it works and only
breaks again from HTTPS to HTTP when I use the search box.
Any ideas on what is forcing this redirection ?

I ran fastcgi_server with:
/var/www/rt3/bin/fastcgi_server --port 9000 -n 5

/var/www/rt3/etc/RT_SiteConfig.pm:
Set($WebPath, '');
Set($WebBaseURL , 'https://servername');
Set($WebURL , $WebBaseURL . $WebPath . '/');

/etc/nginx/sites-enabled/default:
server {
                listen       443;
                server_name  servername;

                ssl on;
                ssl_certificate      /etc/ssl/servername.crt;
                ssl_certificate_key  /etc/ssl/private/servername.key;

                location / {
                root           /var/rt3/share/html;
                fastcgi_pass   127.0.0.1:9000;

                fastcgi_param  QUERY_STRING       $query_string;
                fastcgi_param  REQUEST_METHOD     $request_method;
                fastcgi_param  CONTENT_TYPE       $content_type;
                fastcgi_param  CONTENT_LENGTH     $content_length;
                fastcgi_param  PATH_INFO          $fastcgi_script_name;
                }

                location /NoAuth/images/ {
                alias   /var/www/rt3/share/html/NoAuth/images/;
                }
}


From ram0502 at gmail.com  Tue Nov 12 12:01:17 2013
From: ram0502 at gmail.com (Ram)
Date: Tue, 12 Nov 2013 09:01:17 -0800
Subject: [rt-users] RT cli tool diffculty with bulk steal
In-Reply-To: <CAAipLxHedZ81+QN5X3bsVG7PLasAVf5qCBPAuNwzrodEaiWHOw@mail.gmail.com>
References: <CAAipLxEzAuv=RgbhdmTO18g=0-hVfWwtz-Mb7a8bgF1RNn5Esw@mail.gmail.com>
	<5281297C.20106@lilpantry.com>
	<CAAipLxHedZ81+QN5X3bsVG7PLasAVf5qCBPAuNwzrodEaiWHOw@mail.gmail.com>
Message-ID: <CAAipLxGn6r205Tz9dm5BQe0MDGsvumSSKwWuCKgRk=Zx0kfa=A@mail.gmail.com>

One little piece of advice for the next person who might try to change
owners on that many messages. You will generate a ton of outbound email if
you have notify-owner on assign enabled.


On Mon, Nov 11, 2013 at 11:26 AM, Ram <ram0502 at gmail.com> wrote:

> `xargs -L 1`  - yep that worked like  charm!
> thanks Jaye,
> ram
>
>
>
> On Mon, Nov 11, 2013 at 11:01 AM, Jaye Mathisen <mrcpu at lilpantry.com>wrote:
>
>> ./rt -i ls owner=usera | sed -e 's/ticket\///' | xargs -L 1 ./rt steal
>>
>> or somesuch should get you close.
>>
>> Might have to check your documentation for xargs to tell it how to only
>> run 1 command at a time, I think it varies between linux and BSD.
>>
>>
>>
>> On 11/11/2013 10:54 AM, Ram wrote:
>>
>>> I am looking to change the owner of 3000 tickets from usera to userb. It
>>> seems that ./rt take|untake|steal does not accept a request to read ids
>>> from <stdin> - that is this doesn't work:
>>> ./rt -i ls owner=usera | ./rt steal -
>>>
>>> The first problem is that steal|take|untake doesn't like the explicit
>>> notation ticket/ticket_id but rather prefers just a ticket_id. That's easy
>>> enough to work around - just nuke "ticket/". The issue around not like "-"
>>> indicating take parameters from <stdin> is more of a hassle.
>>>
>>> Suggestions?
>>>
>>> thanks
>>>
>>>
>> --
>> Jaye Mathisen, Lil Pantry
>> P:541-476-0152
>> F:541-476-0152
>>
>>
>
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From falcone at bestpractical.com  Tue Nov 12 14:33:04 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 12 Nov 2013 14:33:04 -0500
Subject: [rt-users] upgrade from 4.0.5 to 4.2.0, lifecycle name error
In-Reply-To: <CALX4Q5pH_SvjbqCJOKg7CD7aMZDcKQy=J5xrP9KTKRFMAWQsqA@mail.gmail.com>
References: <CALX4Q5qoZ1J84rw7YUr5N7Pc6xvk8no2q8sxBF5_2teOgicV4g@mail.gmail.com>
	<CALX4Q5pH_SvjbqCJOKg7CD7aMZDcKQy=J5xrP9KTKRFMAWQsqA@mail.gmail.com>
Message-ID: <20131112193304.GQ1829@jibsheet.com>

On Mon, Nov 11, 2013 at 12:52:10PM -0500, Ryan Whalen wrote:
>    I disabled the RTIR "Incidents" queue and the errors stopped.

There is no version of RTIR which is compatible with RT 4.2.0

>    On Mon, Nov 11, 2013 at 9:32 AM, Ryan Whalen <[1]rwhalen at advanceweb.com> wrote:
> 
>      Hello,
>      I upgraded from 4.0.5 to 4.2.0, which went smooth for the most part.
>      Now when I go to my dashboard it stops loading and says "An internal RT error has occurred.
>      Your administrator can find more details in RT's log files."
>      It only stops when there is a widget with queue information. Here is what the logs show:
>      httpd error log:
>      [error]: Can't call mehod "Name" on an undefined value at
>      RTROOT/share/html/Elements/QueueSummaryByStatus line130
>      Stack:
>      [RTROOT/share/html/Elements/QueueSummaryByStatus:130]
>      [RTROOT/share/html/Elements/MyAdminQueues:52]
>      [RTROOT/share/html/Elements/TitleBox:56]
>      [RTROOT/share/html/Elements/MyAdminQueues:52]
>      [RTROOT/share/html/Elements/MyRT:97]
>      ...
>      some more
>      ...
>      Any ideas when happened? I ran the upgrade for MySQL. without any problems, and everything
>      else seems to work so far.
>      Thanks,
>      Ryan
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From qxin at cio.sc.gov  Tue Nov 12 16:04:18 2013
From: qxin at cio.sc.gov (Xin, Qiao)
Date: Tue, 12 Nov 2013 21:04:18 +0000
Subject: [rt-users] rt-4.0.18
Message-ID: <CEA80203.B674%qxin@cio.sc.gov>

I have RT-4.0.18 and RT-IR 3.0. However, select box custom field does not work well. I created two custom fields test1 (select box) and test2 (select box) and test2 depends on the value of test1.
I applied both fields to General queue and Incident Reports queue. The two fields work fine under General queue but not in the Incident Reports queue. In the Incident Reports queue, if I select
One value of test1 field, test2 field does not get changed based on the value of test1 field.

RT-4.0.17 works totally fine for us so far. Please help.

Thanks,
Qiao Xin


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From falcone at bestpractical.com  Tue Nov 12 17:58:21 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 12 Nov 2013 17:58:21 -0500
Subject: [rt-users] rt-4.0.18
In-Reply-To: <CEA80203.B674%qxin@cio.sc.gov>
References: <CEA80203.B674%qxin@cio.sc.gov>
Message-ID: <20131112225821.GR1829@jibsheet.com>

On Tue, Nov 12, 2013 at 09:04:18PM +0000, Xin, Qiao wrote:
>    I have RT-4.0.18 and RT-IR 3.0. However, select box custom field does not work well. I created
>    two custom fields test1 (select box) and test2 (select box) and test2 depends on the value of
>    test1.
>    I applied both fields to General queue and Incident Reports queue. The two fields work fine
>    under General queue but not in the Incident Reports queue. In the Incident Reports queue, if I
>    select
>    One value of test1 field, test2 field does not get changed based on the value of test1 field.
>    RT-4.0.17 works totally fine for us so far. Please help.

This is likely something that needs to be fixed in RTIR 3.0.1, not in
RT itself.  I'll forward your report to the bugtracker.

-kevin
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From mmahoney at nhsocal.com  Tue Nov 12 19:03:57 2013
From: mmahoney at nhsocal.com (mmahoney)
Date: Tue, 12 Nov 2013 16:03:57 -0800 (PST)
Subject: [rt-users] RT4.2 with Ubuntu13.10 and Postfix
Message-ID: <1384301037064-55783.post@n7.nabble.com>

I am a bit of a Noob. Please bear with me. I have successfully installed
Ubuntu13.10 and RT4.2, but I am having problems getting the rt-mailgate to
create a ticket when emailed. I must be missing a step. I am able to email
users when manually creating a ticket in RT, but replies and comments do not
work. Below are my config files:
*************************************************
RT_Siteconfig.pm
Set( $rtname, 'NHSoCal');
Set( $Organization, 'nhsocal.com');
Set( $Timezone, 'US/Pacific');
Set( $WebDomain, 'rtv4.nhsocal.com');
Set( $WebPort, 443);
Set( $WebPath, '');
Set( $DatabasePassword, '4rtW0rk!');
Set( $CorrespondAddress, 'rt4ticket at nhsocal.com');
Set( $CommentAddress, 'rt4comment at nhsocal.com');
#Set( $MaxAttachmentSize, 10000000);
#Set( $FriendlyFromLineFormat, "\"%s\" <%s>");



********************************************
root at RTv4:/opt/rt4/etc# cat /etc/aliases
# See man 5 aliases for format
#postmaster:    root
rt4ticket: "|/opt/rt4/bin/rt-mailgate --queue General --action correspond
--url https://rtv4.nhsocal.com/"
rt4comment: "|/opt/rt4/bin/rt-mailgate --queue General --action comment
--url https://rtv4.nhsocal.com/"

**********************************************
*Apache2 Config:*
000-default.conf  default-ssl.conf  rt.conf
root at RTv4:/etc/apache2/sites-available# cat rt.conf
<IfModule mod_ssl.c>
        <VirtualHost _default_:443>
                # Request Tracker
                ServerName rtv4.nhsocal.com:443
                AddDefaultCharset UTF-8
                DocumentRoot /opt/rt4/share/html
                Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/
                ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/
                <Location />
                    ## Apache version < 2.4 (e.g. Debian 7.2)
                    #Order allow,deny
                    #Allow from all
                    ## Apache 2.4
                    Require all granted
                </Location>
                <Directory "/opt/rt4/sbin">
                    SSLOptions +StdEnvVars
                </Directory>

                #ServerAdmin webmaster at localhost

                #DocumentRoot /var/www

                # Available loglevels: trace8, ..., trace1, debug, info,
notice, warn,
                # error, crit, alert, emerg.
                # It is also possible to configure the loglevel for
particular
                # modules, e.g.
                #LogLevel info ssl:warn

                ErrorLog ${APACHE_LOG_DIR}/error.log
                CustomLog ${APACHE_LOG_DIR}/access.log combined
*************************************************************
PostFix Config

root at RTv4:/etc/postfix# cat main.cf
# See /usr/share/postfix/main.cf.dist for a commented, more complete version


# Debian specific:  Specifying a file name will cause the first
# line of that file to be used as the name.  The Debian default
# is /etc/mailname.
#myorigin = /etc/mailname

smtpd_banner = $myhostname ESMTP $mail_name (Ubuntu)
biff = no

# appending .domain is the MUA's job.
append_dot_mydomain = no

# Uncomment the next line to generate "delayed mail" warnings
#delay_warning_time = 4h

readme_directory = no

myhostname = rtv4.nhsocal.com
alias_maps = hash:/etc/aliases
myorigin = /etc/mailname
mydestination = rtv4.nhsocal.com, localhost.nhsocal.com, localhost
relayhost = 10.10.1.37
mynetworks = 127.0.0.0/8 [::ffff:127.0.0.0]/104 [::1]/128
#mainbox_command = procmail -a "$EXTENSION"
#mailbox_size_limit = 0
#recipient_delimiter = +
#inet_interfaces = all






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From lstewart at iweb.com  Tue Nov 12 19:49:25 2013
From: lstewart at iweb.com (Landon Stewart)
Date: Tue, 12 Nov 2013 16:49:25 -0800
Subject: [rt-users] RT4.2 with Ubuntu13.10 and Postfix
In-Reply-To: <1384301037064-55783.post@n7.nabble.com>
References: <1384301037064-55783.post@n7.nabble.com>
Message-ID: <CABgOHgu9dJXfJ8_WXReLLUatsE1Z6y2OCe5Li+ovnxepYyZwNw@mail.gmail.com>

On 12 November 2013 16:03, mmahoney <mmahoney at nhsocal.com> wrote:

>
> ********************************************
> root at RTv4:/opt/rt4/etc# cat /etc/aliases
> # See man 5 aliases for format
> #postmaster:    root
> rt4ticket: "|/opt/rt4/bin/rt-mailgate --queue General --action correspond
> --url https://rtv4.nhsocal.com/"
> rt4comment: "|/opt/rt4/bin/rt-mailgate --queue General --action comment
> --url https://rtv4.nhsocal.com/"
>
>
Is --url https://rtv4.nhsocal.com/" really on a separate line in this file?
If so it should not be.  Is /etc/aliases the right file?  Check main.cf for
postfix and check and see what is defined for the alias_maps file.  Also -
If alias_maps is defined as a hash in your postfix main.cf file you must
rebuild it. Example:
Under Ubuntu you can use "newaliases" to rebuild the the aliases.db file
with the file specified as the alias_maps file as the source.

You might want to check this out:
https://help.ubuntu.com/community/PostfixBasicSetupHowto#Local_Alias_database

-- 
Landon Stewart :: lstewart at iweb.com
Lead Specialist, Abuse and Security Management
Sp?cialiste principal, gestion des abus et s?curit?
http://iweb.com :: +1 (888) 909-4932
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From Dave.Close at us.thalesgroup.com  Tue Nov 12 21:09:21 2013
From: Dave.Close at us.thalesgroup.com (CLOSE Dave)
Date: Tue, 12 Nov 2013 18:09:21 -0800
Subject: [rt-users] database upgrade
Message-ID: <5282DF51.7000502@us.thalesgroup.com>

Trying to upgrade RT with MySQL (actually MariaDB) from 3.8.7 to 4.2.0. 
I've reached the database upgrade step and it starts correctly. But it 
stops after reaching the upgrade to 3.9.3, with some errors reported on 
3.9.2 as well. But before I try to resolve these errors, I'd like to 
clarify a simple point. When does the old database get copied to the new 
one?

RT 3.8.7 uses the database rt3; RT 4.2.0 uses rt4. As near as I can 
tell, the upgrade script is essentially creating an empty database and 
hasn't made any modifications at all to rt3. Is this expected? Should 
the database content be copied from rt3 to rt4 before all the schema 
changes or after? What does that copy?
-- 
Dave Close


From mmahoney at nhsocal.com  Tue Nov 12 22:10:37 2013
From: mmahoney at nhsocal.com (mmahoney)
Date: Tue, 12 Nov 2013 19:10:37 -0800 (PST)
Subject: [rt-users] RT4.2 with Ubuntu13.10 and Postfix
In-Reply-To: <CABgOHgu9dJXfJ8_WXReLLUatsE1Z6y2OCe5Li+ovnxepYyZwNw@mail.gmail.com>
References: <1384301037064-55783.post@n7.nabble.com>
	<CABgOHgu9dJXfJ8_WXReLLUatsE1Z6y2OCe5Li+ovnxepYyZwNw@mail.gmail.com>
Message-ID: <1384312237697-55786.post@n7.nabble.com>

Thanks for the prompt response. I think the copy/paste wrapped. I verified
the aliases as a single line.

I also cp /etc/aliases /etc/postfix/aliases
Ran postalias /etc/aliases to create the aliases.db
modified the main.cf 

myhostname = rtv4.nhsocal.com
*alias_maps = hash:/etc/postfix/aliases
alias_database = hash:/etc/postfix/aliases.db*
myorigin = /etc/mailname
mydestination = rtv4.nhsocal.com, localhost.nhsocal.com, localhost
relayhost = 10.10.1.37
mynetworks = 127.0.0.0/8 [::ffff:127.0.0.0]/104 [::1]/128
#mainbox_command = procmail -a "$EXTENSION"
#mailbox_size_limit = 0
#recipient_delimiter = +
#inet_interfaces = all

I will try the virtual thing, but it is a little over my head.




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From lstewart at iweb.com  Tue Nov 12 22:13:38 2013
From: lstewart at iweb.com (Landon Stewart)
Date: Tue, 12 Nov 2013 19:13:38 -0800
Subject: [rt-users] RT4.2 with Ubuntu13.10 and Postfix
In-Reply-To: <1384312237697-55786.post@n7.nabble.com>
References: <1384301037064-55783.post@n7.nabble.com>
	<CABgOHgu9dJXfJ8_WXReLLUatsE1Z6y2OCe5Li+ovnxepYyZwNw@mail.gmail.com>
	<1384312237697-55786.post@n7.nabble.com>
Message-ID: <CABgOHgv+8_YFqw09WCr+WWxucwCnB+BVp1-HtPjpO2SfPco3hQ@mail.gmail.com>

Check logs and look for bounces.

On Tuesday, November 12, 2013, mmahoney wrote:

> Thanks for the prompt response. I think the copy/paste wrapped. I verified
> the aliases as a single line.
>
> I also cp /etc/aliases /etc/postfix/aliases
> Ran postalias /etc/aliases to create the aliases.db
> modified the main.cf
>
> myhostname = rtv4.nhsocal.com
> *alias_maps = hash:/etc/postfix/aliases
> alias_database = hash:/etc/postfix/aliases.db*
> myorigin = /etc/mailname
> mydestination = rtv4.nhsocal.com, localhost.nhsocal.com, localhost
> relayhost = 10.10.1.37
> mynetworks = 127.0.0.0/8 [::ffff:127.0.0.0]/104 [::1]/128
> #mainbox_command = procmail -a "$EXTENSION"
> #mailbox_size_limit = 0
> #recipient_delimiter = +
> #inet_interfaces = all
>
> I will try the virtual thing, but it is a little over my head.
>
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/RT4-2-with-Ubuntu13-10-and-Postfix-tp55783p55786.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>

-- 
Landon Stewart :: lstewart at iweb.com
Lead Specialist, Abuse and Security Management
Sp?cialiste principal, gestion des abus et s?curit?
http://iweb.com :: +1 (888) 909-4932
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From mmahoney at nhsocal.com  Wed Nov 13 00:15:49 2013
From: mmahoney at nhsocal.com (mmahoney)
Date: Tue, 12 Nov 2013 21:15:49 -0800 (PST)
Subject: [rt-users] RT4.2 with Ubuntu13.10 and Postfix
In-Reply-To: <CABgOHgv+8_YFqw09WCr+WWxucwCnB+BVp1-HtPjpO2SfPco3hQ@mail.gmail.com>
References: <1384301037064-55783.post@n7.nabble.com>
	<CABgOHgu9dJXfJ8_WXReLLUatsE1Z6y2OCe5Li+ovnxepYyZwNw@mail.gmail.com>
	<1384312237697-55786.post@n7.nabble.com>
	<CABgOHgv+8_YFqw09WCr+WWxucwCnB+BVp1-HtPjpO2SfPco3hQ@mail.gmail.com>
Message-ID: <1384319749306-55788.post@n7.nabble.com>

Soooo the firewall was on... ufw allow 25 fixed that which got me closer. But
now the HTTP"s" is failing because of the certificate.

Nov 12 21:08:44 RTv4 postfix/local[6445]: 908C7480ECE:
to=<rt4ticket at rtv4.nhsocal.com>, relay=local, delay=0.32,
delays=0.04/0.02/0/0.26, dsn=4.3.0, status=deferred (temporary failure.
Command output: HTTP request failed: 500 Can't connect to
rtv4.nhsocal.com:443 (certificate verify failed). Your webserver logs may
have more information or there may be a network problem. )


Ugh.. checking on that.



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From cloos at netcologne.de  Wed Nov 13 01:41:23 2013
From: cloos at netcologne.de (Christian Loos)
Date: Wed, 13 Nov 2013 07:41:23 +0100
Subject: [rt-users] RT 3.8 nginx HTTPS + fastcgi_server redirects to HTTP
In-Reply-To: <CABOora5rVnf-Gc2ZhczL0Q7LxUT4yZ0mx-Ti-nwhw6wzdrFjOA@mail.gmail.com>
References: <CABOora5rVnf-Gc2ZhczL0Q7LxUT4yZ0mx-Ti-nwhw6wzdrFjOA@mail.gmail.com>
Message-ID: <52831F13.2000902@netcologne.de>

You must *remove* $WebPath, $WebBaseURL and $WebURL and *set*
$WebDomain $WebPort in your /var/www/rt3/etc/RT_SiteConfig.pm.

http://www.bestpractical.com/docs/rt/3.8/RT_Config.html#Web-Interface-Configuration

Chris

Am 12.11.2013 12:18, schrieb Colin:
> Hi all,
> I'm migrating an Apache only HTTPS + mod_perl to a nginx + fastcgi.
> But new setup after I open up the login page in https://servername and
> insert my username+password, I get redirected to http://servername
> thus I'm unable to connect as there isn't any HTTP configured and I
> only run HTTPS.
> After I login and if I go directly to https://servername it works and only
> breaks again from HTTPS to HTTP when I use the search box.
> Any ideas on what is forcing this redirection ?
> 
> I ran fastcgi_server with:
> /var/www/rt3/bin/fastcgi_server --port 9000 -n 5
> 
> /var/www/rt3/etc/RT_SiteConfig.pm:
> Set($WebPath, '');
> Set($WebBaseURL , 'https://servername');
> Set($WebURL , $WebBaseURL . $WebPath . '/');
> 
> /etc/nginx/sites-enabled/default:
> server {
>                 listen       443;
>                 server_name  servername;
> 
>                 ssl on;
>                 ssl_certificate      /etc/ssl/servername.crt;
>                 ssl_certificate_key  /etc/ssl/private/servername.key;
> 
>                 location / {
>                 root           /var/rt3/share/html;
>                 fastcgi_pass   127.0.0.1:9000;
> 
>                 fastcgi_param  QUERY_STRING       $query_string;
>                 fastcgi_param  REQUEST_METHOD     $request_method;
>                 fastcgi_param  CONTENT_TYPE       $content_type;
>                 fastcgi_param  CONTENT_LENGTH     $content_length;
>                 fastcgi_param  PATH_INFO          $fastcgi_script_name;
>                 }
> 
>                 location /NoAuth/images/ {
>                 alias   /var/www/rt3/share/html/NoAuth/images/;
>                 }
> }
> 



From cloos at netcologne.de  Wed Nov 13 01:53:40 2013
From: cloos at netcologne.de (Christian Loos)
Date: Wed, 13 Nov 2013 07:53:40 +0100
Subject: [rt-users] database upgrade
In-Reply-To: <5282DF51.7000502@us.thalesgroup.com>
References: <5282DF51.7000502@us.thalesgroup.com>
Message-ID: <528321F4.5000004@netcologne.de>

You should really read all the upgrading documentation.

Your point is described here:
http://www.bestpractical.com/docs/rt/4.2/UPGRADING-4.0.html#Common-issues

Chris

Am 13.11.2013 03:09, schrieb CLOSE Dave:
> Trying to upgrade RT with MySQL (actually MariaDB) from 3.8.7 to 4.2.0. 
> I've reached the database upgrade step and it starts correctly. But it 
> stops after reaching the upgrade to 3.9.3, with some errors reported on 
> 3.9.2 as well. But before I try to resolve these errors, I'd like to 
> clarify a simple point. When does the old database get copied to the new 
> one?
> 
> RT 3.8.7 uses the database rt3; RT 4.2.0 uses rt4. As near as I can 
> tell, the upgrade script is essentially creating an empty database and 
> hasn't made any modifications at all to rt3. Is this expected? Should 
> the database content be copied from rt3 to rt4 before all the schema 
> changes or after? What does that copy?
> 



From lstewart at iweb.com  Wed Nov 13 03:35:20 2013
From: lstewart at iweb.com (Landon Stewart)
Date: Wed, 13 Nov 2013 00:35:20 -0800
Subject: [rt-users] RT4.2 with Ubuntu13.10 and Postfix
In-Reply-To: <1384319749306-55788.post@n7.nabble.com>
References: <1384301037064-55783.post@n7.nabble.com>
	<CABgOHgu9dJXfJ8_WXReLLUatsE1Z6y2OCe5Li+ovnxepYyZwNw@mail.gmail.com>
	<1384312237697-55786.post@n7.nabble.com>
	<CABgOHgv+8_YFqw09WCr+WWxucwCnB+BVp1-HtPjpO2SfPco3hQ@mail.gmail.com>
	<1384319749306-55788.post@n7.nabble.com>
Message-ID: <CABgOHguOAoeQRNUZFhJ0_Bki6CTeh+C-6M24hmEdAwbQkoLJqg@mail.gmail.com>

Open http and then use mod_rewrite for connections to http from everyone
else other than localhost to hit https then tell aliases to use http.

On Tuesday, November 12, 2013, mmahoney wrote:

> Soooo the firewall was on... ufw allow 25 fixed that which got me closer.
> But
> now the HTTP"s" is failing because of the certificate.
>
> Nov 12 21:08:44 RTv4 postfix/local[6445]: 908C7480ECE:
> to=<rt4ticket at rtv4.nhsocal.com <javascript:;>>, relay=local, delay=0.32,
> delays=0.04/0.02/0/0.26, dsn=4.3.0, status=deferred (temporary failure.
> Command output: HTTP request failed: 500 Can't connect to
> rtv4.nhsocal.com:443 (certificate verify failed). Your webserver logs may
> have more information or there may be a network problem. )
>
>
> Ugh.. checking on that.
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/RT4-2-with-Ubuntu13-10-and-Postfix-tp55783p55788.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>

-- 
Landon Stewart :: lstewart at iweb.com
Lead Specialist, Abuse and Security Management
Sp?cialiste principal, gestion des abus et s?curit?
http://iweb.com :: +1 (888) 909-4932
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From Thomas.Lau at principleone.com  Wed Nov 13 03:31:34 2013
From: Thomas.Lau at principleone.com (Thomas Lau)
Date: Wed, 13 Nov 2013 08:31:34 +0000
Subject: [rt-users] One reminder for multiple queues
Message-ID: <8BFBF14CE1F57C46A863FE2E8F367A897502D1ED@p1hkdcwx04.hk.principleone.com>

Dear All,

Currently we use rt-remind to send out daily reminder for each queue. But as our number of queue growth, number of reminder email also growing. Is that possible to consolidate multiple queues reminder into single email which execute via cronjob?

We found something like this:
http://requesttracker.wikia.com/wiki/RtUnifiedreminder


is it safe to use on RT 4.x ?


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From bart at pleh.info  Wed Nov 13 04:31:16 2013
From: bart at pleh.info (Bart)
Date: Wed, 13 Nov 2013 10:31:16 +0100
Subject: [rt-users] Article Content not editable
In-Reply-To: <A2106B69-9BD4-473C-A0AE-9C58F4EBF62D@roslin.ed.ac.uk>
References: <CB2548A5-AC2B-4B10-A25F-F84BBEB8530C@roslin.ed.ac.uk>
	<20130827162430.GL84863@jibsheet.com>
	<A2106B69-9BD4-473C-A0AE-9C58F4EBF62D@roslin.ed.ac.uk>
Message-ID: <CAB2d3rY5pQjJmBAecFDSKEXfZi7OLSCDPcu-x2enKp5R8yfi1A@mail.gmail.com>

Hi,

First off, sorry for replying to an old mail.

But to answer your question, yes it's possible to create rich text custom
fields.

This wiki page explains how:
http://requesttracker.wikia.com/wiki/AddRichTextEditorToCustomField

Rough example on how to achieve this in a quick way (for RT 4.0 and 4.2),
the following is done on a debian machine:


# Copy the original EditCustomFieldText to a local place (create the local
directories if they don't exist)

cp /opt/rt4/share/html/Elements/EditCustomFieldText
/opt/rt4/local/html/Elements/EditCustomFieldText


# Edit the following file

nano -w /opt/rt4/local/html/Elements/EditCustomFieldText


# Add the following snippet above the first line with  <%INIT>

# The custom field ID that I'm using here is the specific ID that I use
inside the Articles (thus this limits to only that CF)


% if($CustomField->Id == 12) {

  <script>

    CKEDITOR.replace( '<%$NamePrefix . $CustomField->Id%>-Values' );

  </script>

% }


# now restart RT

service apache2 stop && rm -rf /opt/rt4/var/mason_data/obj/* && service
apache2 start


After having changed this, you might also want to add the following styling
to your Theme for RT 4.0.*:

/* CF ID 12 Value styling */
#CF-12-ShowRow .value {font:13px/1.231
arial,helvetica,clean,sans-serif;*font-size:small;*font:x-small;}table
{font-size:inherit;font:100%;}pre,code,kbd,samp,tt{font-family:monospace;*font-size:108%;line-height:100%;}
#CF-12-ShowRow .value br { content: " "; display: block; margin: 0.5em 0 0
0; line-height: 0.5em;}

/* Firefox specific rule */
@-moz-document url-prefix() {
  #CF-12-ShowRow .value br { content: " "; display: block; margin: 0.2em 0
0 0; line-height: 0.2em;}
}

Or if your now using 4.2 then adding this styling would be sufficient (at
least, i thought this was enough for 4.2):

/* CF ID 12 Value styling */
#CF-12-ShowRow .value br { display: block; margin: 5px 0 0 0; line-height:
5px; content: " ";}


Even though this is an old mail, this recently became relevant for us so I
thought I'd share this.





2013/8/28 LAW Andy <andy.law at roslin.ed.ac.uk>

>
> On 27 Aug 2013, at 17:24, Kevin Falcone <falcone at bestpractical.com> wrote:
>
> > On Tue, Aug 27, 2013 at 04:46:15PM +0100, LAW Andy wrote:
> >> I'm trying to create some new articles and I'm struggling to find how
> to actually add Content. I can seemingly create the Article and give it a
> Name, Summary and Class and assign Topic labels to it but there is just a
> big blank area next to the word Content.
> >>
> >> I *think* that I've given myself all the necessary permissions to
> create and modify the Article content. Any clues as to where I should be
> looking to get this working?
> >
> >
> http://bestpractical.com/docs/rt/latest/customizing/articles_introduction.html#Custom-Fields
> >
> > -kevin
>
> OK. Thanks.
>
> Is there a way to get an editable field for an article that includes all
> the CKEditor goodness that we get in ticket comment fields?
>
> Later,
>
> Andy
>
>
>
>
> --
> The University of Edinburgh is a charitable body, registered in
> Scotland, with registration number SC005336.
>
>


-- 
Bart G.
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From michael.obrien at globoforce.com  Wed Nov 13 05:23:09 2013
From: michael.obrien at globoforce.com (globo)
Date: Wed, 13 Nov 2013 02:23:09 -0800 (PST)
Subject: [rt-users] Dashboard Subscriptions -  Frequency
In-Reply-To: <1383324757773-55692.post@n7.nabble.com>
References: <1383324757773-55692.post@n7.nabble.com>
Message-ID: <1384338189506-55794.post@n7.nabble.com>

Anyone know if this is possible ? 




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From scott.dalzell at aveva.com  Wed Nov 13 06:34:47 2013
From: scott.dalzell at aveva.com (scott.dalzell)
Date: Wed, 13 Nov 2013 03:34:47 -0800 (PST)
Subject: [rt-users] How can i search the contents of a transaction when
 creating a new ticket
Message-ID: <1384342487429-55795.post@n7.nabble.com>

Is there a way to search the contents of a transaction on ticket creator so i
can find an email address within the transaction and then use that email
address as the requestor of the new ticket

i have been able to setup a small scrip that will switch between 2 hard
coded requestors but i just dont know how to find the email address stored
within the transactions.

each new ticket on our RT system will be generated when the user fills out
an online form, our website then sends this to our RT system but it contains
the websites email address and not the users who filled in the form.


each transaction will contain something like the following
###########################################

There has been a message sent via the technical support form

Contact Name: Scott
Company Name: Company
Contact Email Add: email at address
Contact Tel: 123 456789
Licence Number: 12.23.45.56
Version Number: 1.2.3.45
Software Product: product
Country: country
Problem: a description of the issue faced by the customer 
############################################################

if anyone could point me in the right direction that would be great

thank you

Scott




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From Sherri at incomeaccess.com  Wed Nov 13 11:43:07 2013
From: Sherri at incomeaccess.com (Sherri McGurnaghan)
Date: Wed, 13 Nov 2013 16:43:07 +0000
Subject: [rt-users] Custom Field
Message-ID: <CEA9164A.31A6%sherri@incomeaccess.com>

Hi there

I am trying to add a version control number to our tickets to help track which items we are rolling out in our packages. I have managed to make a custom field for this but am not sure how to get it to show up in the ticket?

Thanks
Sherri
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From scott.dalzell at aveva.com  Wed Nov 13 11:51:38 2013
From: scott.dalzell at aveva.com (scott.dalzell)
Date: Wed, 13 Nov 2013 08:51:38 -0800 (PST)
Subject: [rt-users] How can i search the contents of a transaction when
 creating a new ticket
In-Reply-To: <1384342487429-55795.post@n7.nabble.com>
References: <1384342487429-55795.post@n7.nabble.com>
Message-ID: <1384361498308-55797.post@n7.nabble.com>

solved my own problem.
first it searches for the requestors email address or reference number
matches a certain value
if it does it will then chop up the standard emails contents to get the
users email address
it will then remove the old requestor and add the new requestor 




#######################################
#Variables
#######################################
my $trans = $self->TransactionObj; 
my $ticket = $self->TicketObj;

my $trigger ="No";
my $EmailBad = 'website-no-reply at lfm-software.com';

my $out="";
my $length=0;
my $fragment="";
my $fragmentSearch1="Contact Email Add: ";
my $fragmentSearch2="Contact Tel:";

#######################################
#Set Trigger for switching scrip on
#######################################

if ($trans->Creator()=='11434'){
$trigger="YES";
}
if($ticket->IsWatcher( Type=>"Requestor", Email => $EmailBad)){
$trigger="YES";
}
if ($trigger eq 'YES'){

#######################################
#get contents and return email address
#######################################
$out=$trans->Content(); 
$length = length($out); 
$fragment = substr $out, index($out, $fragmentSearch1);
$fragment = substr $fragment,
length($fragmentSearch1),(-1*(length($fragment)-index($fragment,
$fragmentSearch2)));

#######################################
#removes one requestor and replaces it with an other
#######################################

$ticket->DeleteWatcher( Type=>"Requestor", Email => $EmailBad);
$ticket->AddWatcher(Type => "Requestor", Email => $fragment); 
return 1;
}


its might not be the most elegant way of doing it but it does the job




--
View this message in context: http://requesttracker.8502.n7.nabble.com/How-can-i-search-the-contents-of-a-transaction-when-creating-a-new-ticket-tp55795p55797.html
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From mmahoney at nhsocal.com  Wed Nov 13 12:03:58 2013
From: mmahoney at nhsocal.com (mmahoney)
Date: Wed, 13 Nov 2013 09:03:58 -0800 (PST)
Subject: [rt-users] RT4.2 with Ubuntu13.10 and Postfix
In-Reply-To: <CABgOHguOAoeQRNUZFhJ0_Bki6CTeh+C-6M24hmEdAwbQkoLJqg@mail.gmail.com>
References: <1384301037064-55783.post@n7.nabble.com>
	<CABgOHgu9dJXfJ8_WXReLLUatsE1Z6y2OCe5Li+ovnxepYyZwNw@mail.gmail.com>
	<1384312237697-55786.post@n7.nabble.com>
	<CABgOHgv+8_YFqw09WCr+WWxucwCnB+BVp1-HtPjpO2SfPco3hQ@mail.gmail.com>
	<1384319749306-55788.post@n7.nabble.com>
	<CABgOHguOAoeQRNUZFhJ0_Bki6CTeh+C-6M24hmEdAwbQkoLJqg@mail.gmail.com>
Message-ID: <1384362238671-55798.post@n7.nabble.com>

Landon, I apologize but those instructions are a bit over my head and I don't
understand them.



--
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From falcone at bestpractical.com  Wed Nov 13 12:13:18 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 13 Nov 2013 12:13:18 -0500
Subject: [rt-users] Custom Field, date type searching
In-Reply-To: <CANbgte1z-tST6JLinfPoc2b-Z=oELrqSLWiG6yeHFkqtTLDOMQ@mail.gmail.com>
References: <CANbgte1z-tST6JLinfPoc2b-Z=oELrqSLWiG6yeHFkqtTLDOMQ@mail.gmail.com>
Message-ID: <20131113171318.GT1829@jibsheet.com>

On Thu, Nov 07, 2013 at 04:45:07PM +1300, Blair Harrison wrote:
>    Hi All,
>    I have a custom field in one of our queues with the "select date" type.
>    I'm trying to do a search for tickets which have this field set to greater than today, so I
>    can add this to a saved search.
>    This works if i specify the date as a numeric in the search form, but not the literal "today"
>    which should work?
>    I have tried both the select date, and select datetime type of fields but behaviour seems to
>    be the same for both types.
>    Any Ideas?
>    Currently running RT 4.0.5

This is significantly better in the 4.2 series.

-kevin
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From falcone at bestpractical.com  Wed Nov 13 12:14:15 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 13 Nov 2013 12:14:15 -0500
Subject: [rt-users] plain text inline
In-Reply-To: <527C4744.60203@lilpantry.com>
References: <527C4744.60203@lilpantry.com>
Message-ID: <20131113171415.GU1829@jibsheet.com>

On Thu, Nov 07, 2013 at 06:07:00PM -0800, Jaye Mathisen wrote:
> RT 4.2.0
> 
> A separate software system creates a PDF file, and also a text
> summary representation of that file.
> 
> I thought it'd be handy to have these files in RT.
> 
> When creating tickets from the command line rt tool,  attaching the
> files to rt is fine, but then when displaying, even the plain text
> portion is getting:
> 
> "Message body is not shown because sender requested not to inline
> it."  Me thinks I didn't do this on purpose.

Without seeing the command you used and/or the mail structure
generated, it's impossible to comment.

If you're attaching a text file though, I'd expect RT to flag it
Content-Disposition: attachment which means RT will not inline it on
display.  You need to make that text the content of the reply/create
instead.

-kevin
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From falcone at bestpractical.com  Wed Nov 13 12:16:09 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 13 Nov 2013 12:16:09 -0500
Subject: [rt-users] Default Search Order in Default Search
In-Reply-To: <20131108190008.GC14229@ilk.net>
References: <20131108190008.GC14229@ilk.net>
Message-ID: <20131113171609.GV1829@jibsheet.com>

On Fri, Nov 08, 2013 at 08:00:08PM +0100, Stefan Rein wrote:
> is it possible to change the default sort order of the standard search
> ("Quick search", "Simpe Search") in RT 4.0.7? 
> 
> I know, this is possible in saved searches, where I can edit the
> search order in a global way. 
> 
> And I know that every user can change the search order of saved
> searches by editing them, as well as the search order of the
> standard search within his preferences.
> 
> But can I change this also in a global manner, as this is
> possible for the displayed search fields 
> ("DefaultSearchResultFormat")?

You could probably callback in some OrderBy args for those two
searches, but it might be easier in the long run to patch the four
places that check SearchDisplay on users and have them also check a
global config.

I'd certainly consider a patch for that.

-kevin
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From falcone at bestpractical.com  Wed Nov 13 12:16:42 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 13 Nov 2013 12:16:42 -0500
Subject: [rt-users] How to use JSGantt ?
In-Reply-To: <20131109113624.08d13f93@precise.foobar.de>
References: <20131107195355.333283c3@precise.foobar.de>
	<20131109113624.08d13f93@precise.foobar.de>
Message-ID: <20131113171642.GW1829@jibsheet.com>

On Sat, Nov 09, 2013 at 11:36:24AM +0100, Lixus Zoran wrote:
> So "Set(@Plugins ... " got overwritten.
> 
> The correct way is to have only one "Set(@Plugins ... " like this:
> 
> Set(@Plugins, qw(
>         RT::Extension::LDAPImport
>         RT::Extension::JSGantt
> ));
> 
> Sorry for wasting your time.

When you upgrade to 4.2 you'll be able to use the new Plugin() command
to do what you want.

-kevin
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From Dave.Close at us.thalesgroup.com  Wed Nov 13 12:37:57 2013
From: Dave.Close at us.thalesgroup.com (CLOSE Dave)
Date: Wed, 13 Nov 2013 09:37:57 -0800
Subject: [rt-users] database upgrade
In-Reply-To: <528321F4.5000004@netcologne.de>
References: <5282DF51.7000502@us.thalesgroup.com>
	<528321F4.5000004@netcologne.de>
Message-ID: <5283B8F5.6000604@us.thalesgroup.com>

I asked:

 > RT 3.8.7 uses the database rt3; RT 4.2.0 uses rt4. As near as I can
 > tell, the upgrade script is essentially creating an empty database and
 > hasn't made any modifications at all to rt3. Is this expected? Should
 > the database content be copied from rt3 to rt4 before all the schema
 > changes or after? What does that copy?

Christian Loos replied:

> You should really read all the upgrading documentation.
> Your point is described here:
> <http://www.bestpractical.com/docs/rt/4.2/UPGRADING-4.0.html#Common-issues>


Thank you. But don't you find it astounding that there is no mention of 
this requirement in the main upgrading document? It's not as though this 
is an "issue"; it is a fundamental step in the upgrade process. I think 
I was justified in presuming that the main document specified /all/ the 
necessary upgrade steps. But it turns out that it completely omits any 
mention of renaming or reloading the database, instead reminding me 
repeatedly to backup my database. That surely can be taken to imply that 
the upgrade will alter the database. If the upgrade is not going to do 
anything to the database, a backup is of less value.
-- 
Dave Close, Thales Avionics, Irvine California USA.
cell +1 949 394 2124, dave.close at us.thalesgroup.com

From robert at robertblackwell.com  Wed Nov 13 13:27:22 2013
From: robert at robertblackwell.com (Robert Blackwell)
Date: Wed, 13 Nov 2013 13:27:22 -0500
Subject: [rt-users] Fetchmail Testing
Message-ID: <CAGrcjSRtC9mtCSQwKn9wR59QGhR30pKhSooGHdtgRW7OQyjWRw@mail.gmail.com>

I have added a quick process for testing your fetchmail.
This is not strictly for RT but I know many people including me use
fetchmail with RT.

https://github.com/rtcommunity/fetchmail_testing

Robert


From falcone at bestpractical.com  Wed Nov 13 13:35:32 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 13 Nov 2013 13:35:32 -0500
Subject: [rt-users] Lifecycle mapping
In-Reply-To: <49BFBF371580BE4A921A738E1E1C95C5198B42C4@PSDAG02.office.loro.swiss>
References: <49BFBF371580BE4A921A738E1E1C95C5198AE1BD@PSDAG02.office.loro.swiss>
	<68781D2F-6617-44CF-8237-719C28154914@gmail.com>
	<49BFBF371580BE4A921A738E1E1C95C5198B42C4@PSDAG02.office.loro.swiss>
Message-ID: <20131113183532.GX1829@jibsheet.com>

On Tue, Nov 12, 2013 at 07:51:56AM +0000, Kriegers Horst wrote:
> 
>    Like you can see in my initial post, I've provided a mapping (maybe incorrect).
>    Now, I've modified my mapping like this and the error is always the same.

This mapping is how you need to do it, your original mapping was
insufficient.

In addition, I believe your actual problem is that you are defining
__maps__ inside your lifecycle.  Instead, maps needs to be outside
your igs definition (if you think about it, maps is a top level
concept, not specific to one lifecycle).

-kevin

> 
>    __maps__ => {
>                'default -> igs' => {
>                    'new'      => 'new',
>                    'open'     => 'open',
>                    'stalled'  => 'stalled',
>                    'resolved' => 'resolved',
>                    'rejected' => 'rejected',
>                    'deleted'  => 'deleted',
>                },
> 
>                'igs -> default' => {
>                    'new'      => 'new',
>                    'open'     => 'open',
>                    'stalled'  => 'stalled',
>                    'resolved' => 'resolved',
>                    'rejected' => 'rejected',
>                    'deleted'  => 'deleted',
>                    'ToTest'   => 'new',
>                    'IsTested' => 'open',
>                },
> 
>            },
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From falcone at bestpractical.com  Wed Nov 13 13:38:44 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 13 Nov 2013 13:38:44 -0500
Subject: [rt-users] Dashboard Subscriptions -  Frequency
In-Reply-To: <1384338189506-55794.post@n7.nabble.com>
	<1383324757773-55692.post@n7.nabble.com>
Message-ID: <20131113183844.GY1829@jibsheet.com>

On Fri, Nov 01, 2013 at 09:52:37AM -0700, globo wrote:
> On Dashboard subscriptions you can set the Frequency to  Daily , Week ,
> Monday through Friday and Monthly. 
> 
> Is it possible to set it every 6 Months / Yearly ? 

> Anyone know if this is possible ? 

All of the currently understood subscription options are available in
the UI.  Patches to add new options would be reviewed.

-kevin
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From falcone at bestpractical.com  Wed Nov 13 13:39:18 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 13 Nov 2013 13:39:18 -0500
Subject: [rt-users] Custom Field
In-Reply-To: <CEA9164A.31A6%sherri@incomeaccess.com>
References: <CEA9164A.31A6%sherri@incomeaccess.com>
Message-ID: <20131113183918.GZ1829@jibsheet.com>

On Wed, Nov 13, 2013 at 04:43:07PM +0000, Sherri McGurnaghan wrote:
>    I am trying to add a version control number to our tickets to help track which items we are
>    rolling out in our packages. I have managed to make a custom field for this but am not sure
>    how to get it to show up in the ticket?

Click on the Applies To menu in the upper right on the CF page and
assign it globally or to tickets in specific Queues.

-kevin
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From falcone at bestpractical.com  Wed Nov 13 13:43:33 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 13 Nov 2013 13:43:33 -0500
Subject: [rt-users] database upgrade
In-Reply-To: <5283B8F5.6000604@us.thalesgroup.com>
References: <5282DF51.7000502@us.thalesgroup.com>
	<528321F4.5000004@netcologne.de>
	<5283B8F5.6000604@us.thalesgroup.com>
Message-ID: <20131113184333.GA1829@jibsheet.com>

On Wed, Nov 13, 2013 at 09:37:57AM -0800, CLOSE Dave wrote:
> Thank you. But don't you find it astounding that there is no mention of 
> this requirement in the main upgrading document? It's not as though this 
> is an "issue"; it is a fundamental step in the upgrade process. I think 
> I was justified in presuming that the main document specified /all/ the 
> necessary upgrade steps. But it turns out that it completely omits any 
> mention of renaming or reloading the database, instead reminding me 
> repeatedly to backup my database. That surely can be taken to imply that 
> the upgrade will alter the database. If the upgrade is not going to do 
> anything to the database, a backup is of less value.

The 'main document' (called README) quite clearly states:

    If you are upgrading from a previous version of RT, please review
    the upgrade notes for the appropriate versions, which can be found
    in docs/UPGRADING-* If you are coming from 3.8.6 to 4.0.x you should
    review both the UPGRADING-3.8 and UPGRADING-4.0 file.  Similarly, if
    you were coming from 3.6.7, you would want to review UPGRADING-3.6,
    UPGRADING-3.8 and UPGRADING-4.0

    It is particularly important that you read the warnings at the top of
    UPGRADING-4.0 for some common issues.

-kevin
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From Sherri at incomeaccess.com  Wed Nov 13 14:03:22 2013
From: Sherri at incomeaccess.com (trafalgargirl)
Date: Wed, 13 Nov 2013 11:03:22 -0800 (PST)
Subject: [rt-users] Custom Field
In-Reply-To: <20131113183918.GZ1829@jibsheet.com>
References: <CEA9164A.31A6%sherri@incomeaccess.com>
	<20131113183918.GZ1829@jibsheet.com>
Message-ID: <1384369402244-55809.post@n7.nabble.com>

Hi - thanks for that.

I have done that but now it is making it a required field - which is does
not have to be since it only needs to be populated once we have decided to
roll out the fix. 

Is there a way to make it not required?

thanks.
S.



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From falcone at bestpractical.com  Wed Nov 13 14:14:14 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 13 Nov 2013 14:14:14 -0500
Subject: [rt-users] Custom Field
In-Reply-To: <1384369402244-55809.post@n7.nabble.com>
References: <CEA9164A.31A6%sherri@incomeaccess.com>
	<20131113183918.GZ1829@jibsheet.com>
	<1384369402244-55809.post@n7.nabble.com>
Message-ID: <20131113191414.GB1829@jibsheet.com>

On Wed, Nov 13, 2013 at 11:03:22AM -0800, trafalgargirl wrote:
> I have done that but now it is making it a required field - which is does
> not have to be since it only needs to be populated once we have decided to
> roll out the fix. 
> 
> Is there a way to make it not required?

Go back to the Custom Field admin page and remove the Required setting
that you picked (since that is not the default).

-kevin
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From falcone at bestpractical.com  Wed Nov 13 14:30:14 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 13 Nov 2013 14:30:14 -0500
Subject: [rt-users] Fail over & Cie How you do it
In-Reply-To: <20131106135905.GB41264@pcjas.obspm.fr>
References: <20131106135905.GB41264@pcjas.obspm.fr>
Message-ID: <20131113193014.GC1829@jibsheet.com>

On Wed, Nov 06, 2013 at 02:59:05PM +0100, Albert Shih wrote:
> If I take the ? mail ? example, it's ? easy ??to make a upgrade/maintenance
> of mai-server because we don't loose any mail. If the smtp server is down, all 
> MTA known to keep mails in the queue. 
> 
> If RT is down, all request go to a blackhole. Until now what I'm doing is
> to change the aliases tables before update
> 
>     request --> RT
> 
> to
> 
>     request --> somebody@
> 
> and when RT come back, I push the ticket manually. But that's is possible
> because I don't have so much ticket. 

A properly configured mail delivery to RT will hold mail in the mail
queue until RT is back up.  If you're losing mail when apache is down,
you've done something very very wrong.  rt-mailgate will always return
either Success or Temporary Failure.

If we're worried about a particularly long maintenance window, we'll
use postfix's hold queue to stick mail aside and not have postfix
retry submissions.  In general though, upgrades from 4.0.17 to 4.0.18
are simple make upgrade, make upgrade-datbase, clear mason cache and
restart apache operations for us.

If we're concerned about larger upgrades, we make a clone VM and test
there.

-kevin
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From falcone at bestpractical.com  Wed Nov 13 14:31:22 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 13 Nov 2013 14:31:22 -0500
Subject: [rt-users] Scrip to add CC is not sending email
In-Reply-To: <E5F8F24DF2C6744EB6728EFBE8598A595E3F19F0@SRV-EXCHANGE10.stleonards.local>
References: <E5F8F24DF2C6744EB6728EFBE8598A595E3EE01F@SRV-EXCHANGE10.stleonards.local>
	<E5F8F24DF2C6744EB6728EFBE8598A595E3F19F0@SRV-EXCHANGE10.stleonards.local>
Message-ID: <20131113193122.GD1829@jibsheet.com>

On Tue, Nov 05, 2013 at 08:09:09PM +0000, Grant Emsley wrote:
> For anyone who comes across this in the future:
> 
> Change the notification scripts to run in the Transaction Batch stage
> instead of Transaction Create. All the transaction create scrips are
> prepared, then they all get committed. The notification scripts decide
> who to send the emails to in the preparation step, before the new CC
> has actually been committed.
>
> The Transaction Batch stage starts after all the transaction create scrips have been committed, so it will see the new watcher.

You should be aware that changing your notification scrips to
Transaction Batch means that you will not be able to preview scrips
(for people who have ShowOutgoinMail granted and get to see who will
receive mail from the ticket).

-kevin

> -----Original Message-----
> From: Grant Emsley 
> Sent: Monday, November 04, 2013 11:02 AM
> To: rt-users at lists.bestpractical.com
> Subject: Scrip to add CC is not sending email
> 
> I've created a scrip based on http://requesttracker.wikia.com/wiki/OnCreateAddGroupCc, which automatically adds CCs based on a custom field.
> 
> Adding the CC works fine, and they get copied on further correspondence.  But they don't get the initial email like they would if I put them in the actual CC box when creating the ticket.
> I assume what happens is all the scrips run for the initial ticket, including the my custom one and the one that sends emails to CCs.  But even though mine runs first, it still doesn't see the added CC, since that's a separate transaction.
> 
> I've searched for a scrip that would send the original ticket to new CC's when they are added, but haven't come up with anything.  How can I make sure the new CCs get an email when they are added by my scrip instead of the CC box during ticket creation?
> 
> RT version 4.2.0.  All other scrips are the default ones, nothing has been changed except adding mine.
> 
> In case I'm doing something wrong with my scrip, the code is below.
> 
> Thanks,
> 
> Grant Emsley
> 
> 
> ----------------------------
> 
> Description: 01 On Create Add Department CCs
> Condition: User Defined
> Action: User Defined
> Template: Blank
> 
> 
> Custom Condition:
> 
> $RT::Logger->info("On Create Add Department CCs: entering condition check"); if(
> 	(($self->TransactionObj->Type eq "Create") || ($self->TransactionObj->Type eq "CustomField"))
> 	&&($self->TicketObj->FirstCustomFieldValue('Department'))
> 	&&($self->TicketObj->FirstCustomFieldValue('Department') ne 'None')
>   ) {
> 	$RT::Logger->info("On Create Add Department CCs:  met conditions - Department is " . $self->TicketObj->FirstCustomFieldValue('Department'));
> 	return 1;
>   } else {
> 	return undef;
> }
> 
> Custom action preparation code:
> 
> my $groupname = 'CC-' . $self->TicketObj->FirstCustomFieldValue('Department');
> 
> # Load the custom group from RT
> my $groupObj = RT::Group->new($RT::SystemUser); $groupObj->LoadUserDefinedGroup($groupname);
> return undef unless $groupObj;
> 
> # Instead of adding the group, find and add the members of the group # This way, we can exclude the requestor themselves from being CC'ed.
> my $groupMembersObj = $groupObj->UserMembersObj;
> 
> $RT::Logger->info("Finding members of group $groupname for ticket #" . $self->TicketObj->id); my $userObj; while ($userObj = $groupMembersObj->Next) {
> 	if(($self->TicketObj->IsRequestor($userObj->PrincipalId)) or ($self->TicketObj->IsCc($userObj->PrincipalId))) {
> 		$RT::Logger->info("On Create Add Department CCs: Not adding " . $userObj->Name . ", already on ticket " . $self->TicketObj->id);
> 	} else {
> 		$RT::Logger->info("On Create Add Department CCs: Adding " . $userObj->Name . " to ticket " . $self->TicketObj->id);
> 		my ($success, $msg) = $self->TicketObj->AddWatcher(
> 			Type => "Cc",
> 			PrincipalId => $userObj->PrincipalId);
> 		if(!$success) {
> 			$RT::Logger->info("On Create Add Department CCs: Could not add " . $userObj->Name . " to " . $self->TicketObj->id . "Got: " . $msg);
> 		}
> 	}
> }
> return 1;
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From falcone at bestpractical.com  Wed Nov 13 14:31:56 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 13 Nov 2013 14:31:56 -0500
Subject: [rt-users] apache can't locate Symbol/Global/Name.pm
In-Reply-To: <BLU177-DS12C52823F6FBB3D592DB2AE3F10@phx.gbl>
References: <BLU177-DS21D72377A11CD3F7225BD5E3F40@phx.gbl>
	<20131105210658.GL1829@jibsheet.com>
	<BLU177-DS12C52823F6FBB3D592DB2AE3F10@phx.gbl>
Message-ID: <20131113193156.GE1829@jibsheet.com>

On Tue, Nov 05, 2013 at 10:40:52PM +0100, Nick Price wrote:
> I used the perl that was already installed on the system
> But I did update Symbol:Global:Name with cpan   to version 0.04
> 
> How do I check to see if my RT perl and mod_perl are the same

If you installed mod_perl from packages and perl from packages, then
they're almost certainly using the same perl.
> 
> Assuming your RT perl and mod_perl perl are the same, the usual next step is
> to check that the web server can read the file Symbol/Global/Name.pm found
> in one of the paths referenced in the error message you truncated.

Concentrate on this.

-kevin
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From falcone at bestpractical.com  Wed Nov 13 14:33:07 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 13 Nov 2013 14:33:07 -0500
Subject: [rt-users] Date format in reports & SearchResults::XLS
 Extension problem
In-Reply-To: <CAE4WCxQags3dJOK2MvDE1C7wjYN4j82qjXT+_rmQ6i5cSDM2gg@mail.gmail.com>
References: <CAE4WCxQags3dJOK2MvDE1C7wjYN4j82qjXT+_rmQ6i5cSDM2gg@mail.gmail.com>
Message-ID: <20131113193307.GF1829@jibsheet.com>

On Fri, Nov 08, 2013 at 12:58:11PM +0100, Jan Niezb?dny wrote:
>    First of all. It is possible to change date format in standart report in RT .tsv file (1 in
>    attachment) for columns: Told, Created, LastUpdated to look like "yyyy-mm-dd hh:mm:ss"?
>    Because now is "day dd mm yyyy, hh:mm:ss" or "2 days ago", "1 hour ago".

CreatedRelative gives you '2 days ago' - don't use that in your
format.  Other dates are formatted using your personal date prefs.

For your SearchResults::XLS below, you should report these to the
maintainer, who is not a Best Practical employee.

-kevin

>    I just install SearchResults::XLS Extension and data format in the reports is good but I get a
>    few another problems:
>    -I have two path to generate report standard one kana*y->arkusz kalkulacyjny (1 in attachment)
>    and XLS from extension (2 in attachment), better is to have it in one place like in 1 way in
>    attachment.
> 
>    - when I create a report, file which i get from kana*y->arkusz kalkulacyjny (1 in attachment)
>    is .tsv when I configure to use UTF-8 it's look nice but for XLS (2 in attachment),column
>    headers are in English not Polish. And additionally I have less columns than in the previous 1
>    way, altrought I pointed out all of the columns to display in the report.
> 
>    Regards,
>    Jan


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From mrcpu at lilpantry.com  Wed Nov 13 15:35:28 2013
From: mrcpu at lilpantry.com (Jaye Mathisen)
Date: Wed, 13 Nov 2013 12:35:28 -0800
Subject: [rt-users] plain text inline
In-Reply-To: <20131113171415.GU1829@jibsheet.com>
References: <527C4744.60203@lilpantry.com> <20131113171415.GU1829@jibsheet.com>
Message-ID: <5283E290.5020608@lilpantry.com>

Well, I'm not mailing them, I'm just attaching a txt file via the rt 
command line tool.

so:

/opt/rt4/bin/rt create -t ticket set subject=$store-$bn priority=10 
queue=ACCT attachment=file.pdf attachment=file.txt

Both files get attached to the ticket fine, so if a Content-Disposition 
header is getting added, it's the rt command line tool doing it.  I 
guess I need to look at the mime object in the attachment table and see 
what's there.

I think my confusion was that by setting the max inline setting in user 
preferences in conjunction with Elements/ShowTransactionAttachments, it 
would inline the text attachments, but that's a misread on my part of 
exactly what that setting is for.



On 11/13/2013 9:14 AM, Kevin Falcone wrote:
> On Thu, Nov 07, 2013 at 06:07:00PM -0800, Jaye Mathisen wrote:
>> RT 4.2.0
>>
>> A separate software system creates a PDF file, and also a text
>> summary representation of that file.
>>
>> I thought it'd be handy to have these files in RT.
>>
>> When creating tickets from the command line rt tool,  attaching the
>> files to rt is fine, but then when displaying, even the plain text
>> portion is getting:
>>
>> "Message body is not shown because sender requested not to inline
>> it."  Me thinks I didn't do this on purpose.
> Without seeing the command you used and/or the mail structure
> generated, it's impossible to comment.
>
> If you're attaching a text file though, I'd expect RT to flag it
> Content-Disposition: attachment which means RT will not inline it on
> display.  You need to make that text the content of the reply/create
> instead.
>
> -kevin

-- 
Jaye Mathisen, Lil Pantry
P:541-476-0152
F:541-476-0152

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From cloos at netcologne.de  Thu Nov 14 04:47:35 2013
From: cloos at netcologne.de (Christian Loos)
Date: Thu, 14 Nov 2013 10:47:35 +0100
Subject: [rt-users] RT4.2 with Ubuntu13.10 and Postfix
In-Reply-To: <1384362238671-55798.post@n7.nabble.com>
References: <1384301037064-55783.post@n7.nabble.com>	<CABgOHgu9dJXfJ8_WXReLLUatsE1Z6y2OCe5Li+ovnxepYyZwNw@mail.gmail.com>	<1384312237697-55786.post@n7.nabble.com>	<CABgOHgv+8_YFqw09WCr+WWxucwCnB+BVp1-HtPjpO2SfPco3hQ@mail.gmail.com>	<1384319749306-55788.post@n7.nabble.com>	<CABgOHguOAoeQRNUZFhJ0_Bki6CTeh+C-6M24hmEdAwbQkoLJqg@mail.gmail.com>
	<1384362238671-55798.post@n7.nabble.com>
Message-ID: <52849C37.3040407@netcologne.de>

Read the mailgate documentation (options ca-file path and no-verify-ssl):
http://www.bestpractical.com/docs/rt/4.2/rt-mailgate.html

Chris

Am 13.11.2013 18:03, schrieb mmahoney:
> Landon, I apologize but those instructions are a bit over my head and I don't
> understand them.
> 
> 
> 
> --
> View this message in context: http://requesttracker.8502.n7.nabble.com/RT4-2-with-Ubuntu13-10-and-Postfix-tp55783p55798.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> 



From piet at softcontrol.nl  Thu Nov 14 05:10:06 2013
From: piet at softcontrol.nl (Piet Honkoop)
Date: Thu, 14 Nov 2013 11:10:06 +0100
Subject: [rt-users] automatically linking tickets together
Message-ID: <5284A17E.1060406@softcontrol.nl>

Hi,

Starting situation:

central RT4 ticketing system with a number of customers with own (other) 
trouble ticket systems.
Many of those misbehave by sending too many mails where they molest the 
subject in order to insert their own ticket id.

What I want to do is based on their ticket id link those emails to the 
initially created ticket within RT.

What is the best way to do that given that the incoming mail does not 
necessarily have an RT ticket number in the subject?

Thanks!

-- 

Piet


-- 
Dit bericht is gescanned op virussen en andere gevaarlijke
inhoud door MailScanner en lijkt schoon te zijn.



From tony.arnold at manchester.ac.uk  Thu Nov 14 05:20:54 2013
From: tony.arnold at manchester.ac.uk (Tony Arnold)
Date: Thu, 14 Nov 2013 10:20:54 +0000
Subject: [rt-users] automatically linking tickets together
In-Reply-To: <5284A17E.1060406@softcontrol.nl>
References: <5284A17E.1060406@softcontrol.nl>
Message-ID: <5284A406.8010709@manchester.ac.uk>

Piet,

On 14/11/13 10:10, Piet Honkoop wrote:

> central RT4 ticketing system with a number of customers with own (other)
> trouble ticket systems.
> Many of those misbehave by sending too many mails where they molest the
> subject in order to insert their own ticket id.
> 
> What I want to do is based on their ticket id link those emails to the
> initially created ticket within RT.
> 
> What is the best way to do that given that the incoming mail does not
> necessarily have an RT ticket number in the subject?

We have a similar problem. In our case the ticket number is usually in
the body of the e-mail, so perhaps picking that up is the way to go.
I've no idea how to implement that though!

Regards,
Tony.
-- 
Tony Arnold,                        Tel: +44 (0) 161 275 6093
Head of IT Security,                Fax: +44 (0) 705 344 3082
University of Manchester,           Mob: +44 (0) 773 330 0039
Manchester M13 9PL.                 Email: tony.arnold at manchester.ac.uk


From tlahti at dmsolutions.com  Thu Nov 14 05:45:03 2013
From: tlahti at dmsolutions.com (Tom Lahti)
Date: Thu, 14 Nov 2013 10:45:03 +0000
Subject: [rt-users] automatically linking tickets together
References: <5284A17E.1060406@softcontrol.nl>
	<5284A406.8010709@manchester.ac.uk>
Message-ID: <3E03948D0E9C1A41A3D435B6D0570F97BD84D8@AUSP01DAG0301.collaborationhost.net>

Custom code; this is one of the reasons the REST interface exists.  With
it you can do anything.

Have the mail transport deliver the email to a script that parses the
mail and executes some REST calls, either directly or through a library.

See the bottom of the page http://requesttracker.wikia.com/wiki/REST for
a list of libraries you can use.



> Piet,
>
> On 14/11/13 10:10, Piet Honkoop wrote:
>
>> central RT4 ticketing system with a number of customers with own (other)
>> trouble ticket systems.
>> Many of those misbehave by sending too many mails where they molest the
>> subject in order to insert their own ticket id.
>>
>> What I want to do is based on their ticket id link those emails to the
>> initially created ticket within RT.
>>
>> What is the best way to do that given that the incoming mail does not
>> necessarily have an RT ticket number in the subject?
> We have a similar problem. In our case the ticket number is usually in
> the body of the e-mail, so perhaps picking that up is the way to go.
> I've no idea how to implement that though!
>
> Regards,
> Tony.



This e-mail message is confidential and is intended solely for the use of the addressee(s) named above. If you are not the intended recipient, or the person responsible to deliver it to the recipient, you are hereby advised that any dissemination, distribution or copying of this communication is prohibited. If you have received this e-mail in error, please notify the sender by return e-mail. Thank you.


From g.mason at fairfx.com  Thu Nov 14 09:31:28 2013
From: g.mason at fairfx.com (saxmad)
Date: Thu, 14 Nov 2013 06:31:28 -0800 (PST)
Subject: [rt-users] RT4.0.7 bulk updater issue
Message-ID: <1384439488867-55821.post@n7.nabble.com>

Hi,

Having recently updated to v4.0.7 from v3.6.7, my users have noticed a small
but fundamental change in the way the bulk updater screen works for them.

When they do more than one bulk update at once, ie without coming out of the
bulk update screen, then the settings have been remembered from the previous
update.  If they don't notice this, or forget, they then apply the wrong
update settings to the tickets.

The old version did not exhibit this, but cleared all the settings as though
coming in fresh each time.

Is this a  bug, or the expected way to work now ? Is there a quick
fix/workaround for my users so they don't update the wrong tickets with the
wrong settings ?

Thanks,
Gary




--
View this message in context: http://requesttracker.8502.n7.nabble.com/RT4-0-7-bulk-updater-issue-tp55821.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From mmahoney at nhsocal.com  Thu Nov 14 10:36:12 2013
From: mmahoney at nhsocal.com (mmahoney)
Date: Thu, 14 Nov 2013 07:36:12 -0800 (PST)
Subject: [rt-users] RT4.2 with Ubuntu13.10 and Postfix
In-Reply-To: <52849C37.3040407@netcologne.de>
References: <1384301037064-55783.post@n7.nabble.com>
	<CABgOHgu9dJXfJ8_WXReLLUatsE1Z6y2OCe5Li+ovnxepYyZwNw@mail.gmail.com>
	<1384312237697-55786.post@n7.nabble.com>
	<CABgOHgv+8_YFqw09WCr+WWxucwCnB+BVp1-HtPjpO2SfPco3hQ@mail.gmail.com>
	<1384319749306-55788.post@n7.nabble.com>
	<CABgOHguOAoeQRNUZFhJ0_Bki6CTeh+C-6M24hmEdAwbQkoLJqg@mail.gmail.com>
	<1384362238671-55798.post@n7.nabble.com>
	<52849C37.3040407@netcologne.de>
Message-ID: <1384443372529-55822.post@n7.nabble.com>

--no-verify-ssl worked! I added that to the aliases, rebuilt the aliases db,
restarted postfix and viola!

Case closed. The answer was right in the rt-mailgate documentation and I
missed it. Instructions are best understood by those who already know how, I
guess.

closed



--
View this message in context: http://requesttracker.8502.n7.nabble.com/RT4-2-with-Ubuntu13-10-and-Postfix-tp55783p55822.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From mmahoney at nhsocal.com  Thu Nov 14 12:23:33 2013
From: mmahoney at nhsocal.com (mmahoney)
Date: Thu, 14 Nov 2013 09:23:33 -0800 (PST)
Subject: [rt-users] Shredder location
In-Reply-To: <15DF9116EFA72B41BA18ECC2ABD870F585001BCE@uslaxmail02>
References: <EB28087BEE8C4BF584F1BB5B55AC5608@chrisp>
	<15DF9116EFA72B41BA18ECC2ABD870F585001BCE@uslaxmail02>
Message-ID: <1384449813715-55823.post@n7.nabble.com>

Please excuse my ignorance... how do you make the file writable to the web
server?



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Shredder-location-tp45462p55823.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From ram0502 at gmail.com  Thu Nov 14 12:41:45 2013
From: ram0502 at gmail.com (Ram)
Date: Thu, 14 Nov 2013 09:41:45 -0800
Subject: [rt-users] automatically linking tickets together
Message-ID: <CAAipLxE7n1NUE=E0D42MAt0BBX5pRynGUZ0ss6moj9B-4NDhCg@mail.gmail.com>

The RT Ticket number is always in a mail-header most folks don't see.

This scrip is just about exactly what you need:
http://requesttracker.wikia.com/wiki/BounceMerge



From: Piet Honkoop <piet at softcontrol.nl>
>
> Hi,
>
> Starting situation:
>
> central RT4 ticketing system with a number of customers with own (other)
> trouble ticket systems.
> Many of those misbehave by sending too many mails where they molest the
> subject in order to insert their own ticket id.
>
> What I want to do is based on their ticket id link those emails to the
> initially created ticket within RT.
>
> What is the best way to do that given that the incoming mail does not
> necessarily have an RT ticket number in the subject?
>
>
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From shane at markentsolutions.com  Thu Nov 14 13:43:05 2013
From: shane at markentsolutions.com (Shane Vedvik)
Date: Thu, 14 Nov 2013 18:43:05 +0000
Subject: [rt-users] Custom Fields in Dashboard Widgets
Message-ID: <A9121FBEE7BED64EB90FAD1DE2A965B806E219@exch0.MK.local>

Hi all,

I was wondering if someone could explain to me the procedure to have a custom field show up in the dashboard widgets (10 highest priority tickets I own & 10 newest unowned tickets specifically) or point me in the direction of the appropriate documentation?  We use a custom field to keep track of the customer making the request for billing purposes as well as using it as a unofficial knowledge base of what has been done (by whom) at a customer site and how an issue was resolved.  Thanks.

Cheers,

Shane
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From gordon.messmer at gmail.com  Thu Nov 14 17:16:09 2013
From: gordon.messmer at gmail.com (Gordon Messmer)
Date: Thu, 14 Nov 2013 14:16:09 -0800
Subject: [rt-users] Permission question
Message-ID: <52854BA9.8090008@gmail.com>

I'd like to create a user account in RT3.8 with access to see all of the 
tickets in one queue.  I don't want this user to receive any email.

I've created the account and tried granting it AdminQueue, SeeQueue, 
Watch, WatchAsAdminCc permissions, but in all cases the user does not 
see any queue listed on the Home page and does not see any tickets 
listed if I manually load a correct search URL.

Does anyone know specifically what permissions are required to see all 
of the tickets within a queue?  Do I need to flush a cache somewhere?


From nobody at example.com  Thu Nov 14 17:33:18 2013
From: nobody at example.com (Redacted Sender)
Date: Thu, 14 Nov 2013 22:33:18 +0000
Subject: [rt-users] Redacted message
Message-ID: <CDAC50E970C47D429C80DC4A7D25876A7F4778@HQ-EXCH.corp.mclendons.com>

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From r.sanchez at fainascensores.com  Fri Nov 15 02:19:27 2013
From: r.sanchez at fainascensores.com (=?iso-8859-1?Q?Rub=E9n_S=E1nchez-Pascuala_P=E9rez?=)
Date: Fri, 15 Nov 2013 08:19:27 +0100
Subject: [rt-users] Different users with same email
Message-ID: <000901cee1d3$0663b5b0$132b2110$@fainascensores.com>

Hi, 

I would like to know how different users can use the same email. In my
company some users share the email addresses.
Is there any option to allow different users to share the same email?

Thanks!

 


-- 
Este mensaje ha sido analizado en busca de virus
y otros contenidos peligrosos,y se considera que
est? limpio.

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From Horst.Kriegers at loro.ch  Fri Nov 15 02:20:42 2013
From: Horst.Kriegers at loro.ch (Kriegers Horst)
Date: Fri, 15 Nov 2013 07:20:42 +0000
Subject: [rt-users] Migration 4.08 to 4.2 : no style sheet
Message-ID: <49BFBF371580BE4A921A738E1E1C95C5198C0C5D@PSDAG02.office.loro.swiss>

Hi,

I?ve migrated RT 4.08 to 4.2 and no style sheet a used.
Any idea ?


Thanks for your help
Horst

________________________________
Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit.

________________________________
Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way.

________________________________
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From Horst.Kriegers at loro.ch  Fri Nov 15 04:18:45 2013
From: Horst.Kriegers at loro.ch (Kriegers Horst)
Date: Fri, 15 Nov 2013 09:18:45 +0000
Subject: [rt-users] Migration 4.08 to 4.2 : no style sheet
In-Reply-To: <49BFBF371580BE4A921A738E1E1C95C5198BFC58@PSDAG02.office.loro.swiss>
References: <49BFBF371580BE4A921A738E1E1C95C5198BFC58@PSDAG02.office.loro.swiss>
Message-ID: <49BFBF371580BE4A921A738E1E1C95C5198C2CAE@PSDAG02.office.loro.swiss>

Hello,

Sorry for the disturb !
I?ve found, the cause was callback.

Nice day
Horst




De : Kriegers Horst
Envoy? : vendredi 15 novembre 2013 08:21
? : 'ML - rt-users'
Objet : Migration 4.08 to 4.2 : no style sheet

Hi,

I?ve migrated RT 4.08 to 4.2 and no style sheet a used.
Any idea ?


Thanks for your help
Horst

________________________________
Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit.

________________________________
Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way.

________________________________
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From landsbeyond at googlemail.com  Fri Nov 15 07:09:20 2013
From: landsbeyond at googlemail.com (Keith Macpherson)
Date: Fri, 15 Nov 2013 12:09:20 +0000
Subject: [rt-users] Shredder location
In-Reply-To: <1384449813715-55823.post@n7.nabble.com>
References: <EB28087BEE8C4BF584F1BB5B55AC5608@chrisp>	<15DF9116EFA72B41BA18ECC2ABD870F585001BCE@uslaxmail02>
	<1384449813715-55823.post@n7.nabble.com>
Message-ID: <52860EF0.20602@googlemail.com>

mmahoney wrote, On 14/11/2013 17:23:
> Please excuse my ignorance... how do you make the file writable to the web
> server?
>
Like Andrew said, you need to chown the RT-Shredder folder to the web
server user; the user Apache/Nginx/whatever, is running as. Once you
have that information use chown (man chown for more info) on the folder,
for example 'chown webuser:webgroup /opt/rt3/var/data/RT-Shredder'. You
may have to check permissions too.

- Keith


From piet at softcontrol.nl  Fri Nov 15 07:40:29 2013
From: piet at softcontrol.nl (Piet Honkoop)
Date: Fri, 15 Nov 2013 13:40:29 +0100
Subject: [rt-users] automatically linking tickets together
Message-ID: <5286163D.1040705@softcontrol.nl>

Thanks for the pointers Tom.

If I understand you correct, the mail route would be:

* pipe mail through preprocessor (procmail presumably)
* if that recipe gives back a ticket number (fetched based on the 
incoming subject by the REST interface), I add it to the subject
* pass on the message to RT as usual

The last one should link to the found ticket number in RT, if I find 
nothing, a new ticket will be created.

@Tony: once this works I'll post it here, you can do fairly the same by 
scanning the body (assuming you have procmail available as a mail 
processor of course)

What happens if there are more than 1 ticket IDs in a subject line though?

-- 
Groet,

Piet




-- 
Dit bericht is gescanned op virussen en andere gevaarlijke
inhoud door MailScanner en lijkt schoon te zijn.



From janniezbedny1887 at gmail.com  Fri Nov 15 08:42:25 2013
From: janniezbedny1887 at gmail.com (=?ISO-8859-2?Q?Jan_Niezb=EAdny?=)
Date: Fri, 15 Nov 2013 14:42:25 +0100
Subject: [rt-users] Date format in reports & SearchResults::XLS
	Extension problem
In-Reply-To: <20131113193307.GF1829@jibsheet.com>
References: <CAE4WCxQags3dJOK2MvDE1C7wjYN4j82qjXT+_rmQ6i5cSDM2gg@mail.gmail.com>
	<20131113193307.GF1829@jibsheet.com>
Message-ID: <CAE4WCxQ_WkNWJ7fAVfJgCnOfC+dY-9+Z0Ztt2h3DWoMjpkwn8g@mail.gmail.com>

In personal date prefs, this is that what I'm looking for. Thanks

Now I can remowe XLS extension


Regards,
Jan


2013/11/13 Kevin Falcone <falcone at bestpractical.com>

> On Fri, Nov 08, 2013 at 12:58:11PM +0100, Jan Niezb?dny wrote:
> >    First of all. It is possible to change date format in standart report
> in RT .tsv file (1 in
> >    attachment) for columns: Told, Created, LastUpdated to look like
> "yyyy-mm-dd hh:mm:ss"?
> >    Because now is "day dd mm yyyy, hh:mm:ss" or "2 days ago", "1 hour
> ago".
>
> CreatedRelative gives you '2 days ago' - don't use that in your
> format.  Other dates are formatted using your personal date prefs.
>
> For your SearchResults::XLS below, you should report these to the
> maintainer, who is not a Best Practical employee.
>
> -kevin
>
> >    I just install SearchResults::XLS Extension and data format in the
> reports is good but I get a
> >    few another problems:
> >    -I have two path to generate report standard one kana*y->arkusz
> kalkulacyjny (1 in attachment)
> >    and XLS from extension (2 in attachment), better is to have it in one
> place like in 1 way in
> >    attachment.
> >
> >    - when I create a report, file which i get from kana*y->arkusz
> kalkulacyjny (1 in attachment)
> >    is .tsv when I configure to use UTF-8 it's look nice but for XLS (2
> in attachment),column
> >    headers are in English not Polish. And additionally I have less
> columns than in the previous 1
> >    way, altrought I pointed out all of the columns to display in the
> report.
> >
> >    Regards,
> >    Jan
>
>
>
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From ddm at bartol.udel.edu  Fri Nov 15 10:47:28 2013
From: ddm at bartol.udel.edu (Daniel De Marco)
Date: Fri, 15 Nov 2013 10:47:28 -0500
Subject: [rt-users] onetime cc checkbox not working on 4.2
Message-ID: <20131115154728.GA25049@yakko.bartol.udel.edu>

Hi,

on my 4.2 RT installation the transaction onetime cc and bcc checkboxes
do not seem to work properly: when checking the box, the corresponding
email address is not being added to the One-Time Cc/Bcc input field.

The problem seems to be in the checkboxToInput function in
share/static/js/util.js when it does: box.attr('checked')

Apparently the behavior of .attr('checked') changed in jQuery 1.6 and it
no longer returns true or false, but undefined or "checked". Testing the
call in the JS console, it seems to return undefined to me independently
of whether the checkbox is checked or not.

Replacing the attr('checked') with .is(':checked') in the mentioned
function fixes the problem for me.

Is anyone else seeing this problem?

Daniel.


From falcone at bestpractical.com  Fri Nov 15 10:50:56 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 15 Nov 2013 10:50:56 -0500
Subject: [rt-users] onetime cc checkbox not working on 4.2
In-Reply-To: <20131115154728.GA25049@yakko.bartol.udel.edu>
References: <20131115154728.GA25049@yakko.bartol.udel.edu>
Message-ID: <20131115155056.GG1829@jibsheet.com>

On Fri, Nov 15, 2013 at 10:47:28AM -0500, Daniel De Marco wrote:
> on my 4.2 RT installation the transaction onetime cc and bcc checkboxes
> do not seem to work properly: when checking the box, the corresponding
> email address is not being added to the One-Time Cc/Bcc input field.

http://issues.bestpractical.com/Ticket/Display.html?id=26959

You should test RT 4.2.1rc1 released yesterday, announced on the
rt-devel lists, links available in the archives.

-kevin

> The problem seems to be in the checkboxToInput function in
> share/static/js/util.js when it does: box.attr('checked')
> 
> Apparently the behavior of .attr('checked') changed in jQuery 1.6 and it
> no longer returns true or false, but undefined or "checked". Testing the
> call in the JS console, it seems to return undefined to me independently
> of whether the checkbox is checked or not.
> 
> Replacing the attr('checked') with .is(':checked') in the mentioned
> function fixes the problem for me.
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From nobody at example.com  Fri Nov 15 12:00:57 2013
From: nobody at example.com (Redacted Sender)
Date: Fri, 15 Nov 2013 17:00:57 +0000
Subject: [rt-users] Redacted message
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From davidtg at u.washington.edu  Fri Nov 15 18:14:13 2013
From: davidtg at u.washington.edu (David T Grayston)
Date: Fri, 15 Nov 2013 15:14:13 -0800 (PST)
Subject: [rt-users] (no subject)
Message-ID: <alpine.LRH.2.01.1311151514130.24861@hymn04.u.washington.edu>

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From Thomas.Lau at principleone.com  Sat Nov 16 04:13:52 2013
From: Thomas.Lau at principleone.com (Thomas Lau)
Date: Sat, 16 Nov 2013 09:13:52 +0000
Subject: [rt-users] blue "login" bar after upgrade to RT 4.2
Message-ID: <8BFBF14CE1F57C46A863FE2E8F367A897502F7C2@p1hkdcwx04.hk.principleone.com>

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From m_ghassempour at rasana.net  Sat Nov 16 06:27:41 2013
From: m_ghassempour at rasana.net (Morteza Ghassempour)
Date: Sat, 16 Nov 2013 14:57:41 +0330
Subject: [rt-users] Help rt 4.2.0 advanced search problem with persian
	customfields
Message-ID: <B47C64CEFBF09C41BD85F1B633662F9828BF5390@mx2.rasana.ir>

Hi

Sorry for my bad English I?m not native English speaker.

I?ve upgraded rt from 3.8.8 to 4.2.0 and I?ve got a problem on advanced search. There is a custom field with Persian name in my queue that I want to add to my search terms and this errors occurs:

?Wrong query, expecting a OPERATOR in 'Queue = 'ADSL' AND CF.{???/>?????}<--here LIKE '???''

When I edit the query and put single quotes before and after CF name, Like this:

?Queue = 'ADSL' AND 'CF.{???/?????}' LIKE '???'?

it works without problem.

Is there any way to tell rt to put that single quotes ?before and after cf name ? this will be fixed in next release?



From m81l1ngl15t5 at gmail.com  Sat Nov 16 13:36:22 2013
From: m81l1ngl15t5 at gmail.com (Jason Foster)
Date: Sat, 16 Nov 2013 13:36:22 -0500
Subject: [rt-users] Mass download of attachments
Message-ID: <9C2E94D9-3C38-47D5-BFB6-2FBC2BE13081@gmail.com>

I?m an instructor in an engineering design undergraduate course, and we?re using RT to manage a number of course elements, including assignment submission.  My TAs have asked me if there?s a way to ?bulk download? attachments?

We?re having students submit a Ticket with their submission as an attached file and a custom category to help us search for the assignments.  What would be great would be for a TA to be able to do a ?bulk download? of all of the attachments for the tickets in a search result.

I?ve seen an extension from a few years ago that does a portion of this, but it was for a single ticket.

I?m guessing that I might be able to use the REST interface and some (e.g.) Python logic.  If that?s the case then some starting points would be really appreciated.

Thanks for your help, and for such a great product; I really like being able to expose my engineering students to industry tools as part of the course infrastructure!

Jason



From david.fitches at unimelb.edu.au  Sun Nov 17 21:27:04 2013
From: david.fitches at unimelb.edu.au (Dave Fitches)
Date: Mon, 18 Nov 2013 02:27:04 +0000
Subject: [rt-users] Tickets Resolving but not setting CLOSED date/time
Message-ID: <81A2F9BBDD09884AB1585083CBDEC37572D3B234@000S-EX-MBX-QS2.unimelb.edu.au>

Hi All,

Hope we're all doing well...!

I've got a situation where we have given a user group the permission to RESOLVE tickets, but otherwise they're unable to MODIFY TICKET.

This was done to allow them to close off completed works, but removed from them the ability to tamper with due dates, priorities etc...

Now it seems that this has caused a bug - where they are able to resolve the job, but the CLOSED date does not update - presumably because they don't have the ability to MODIFY TICKET? It seems the ability to RESOLVE a ticket doesn't allow the CLOSED date to be set as well...?

Is this a bug or is this something I'VE done wrong?

I'm wondering if a scrip to work around this is the answer...?

Dave Fitches
Security Software Administrator | Security Systems | Property and Campus Services
BN203, 213-215 Grattan Street
The University of Melbourne, Victoria 3010, Australia
T +61 3 8344 9232 | M +61 411 811 525 | F +61 3 9349 5175 | dfitches at unimelb.edu.au<mailto:dfitches at unimelb.edu.au> | securitysystems.unimelb.edu.au<http://securitysystems.unimelb.edu.au/>
[cid:image001.png at 01CDDD27.F59750D0]
This email and any attachments may contain personal information or information that is otherwise confidential or the subject of copyright. Any use, disclosure or copying of any part of it is prohibited. The University does not warrant that this email or any attachments are free from viruses or defects. Please check any attachments for viruses and defects before opening them. If this email is received in error please delete it and notify us by return email. And I'm only using this signature template because I'm told I must conform. Personally I liked my old one better - but that's life! ;)

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From samuel.l at impos.com.au  Mon Nov 18 02:58:02 2013
From: samuel.l at impos.com.au (Samuel Leslie)
Date: Mon, 18 Nov 2013 18:58:02 +1100
Subject: [rt-users] Date/Datetime CFs not populating on ticket modify
Message-ID: <CAAk0DZ11P642wfO0QejTuDBdVfYjBZ-b6ad-rsb_YoYmcFeF+A@mail.gmail.com>

Hi there,

We recently upgraded our RT installation to v4.2.0 from v4.0.9 and have
noticed an interesting issue with custom fields since the upgrade. We have
numerous date & datetime custom fields across our queues and several of
these are marked as Mandatory. Since upgrading, when a user modifies a
Ticket with one or more of these Mandatory date/datetime fields, the ticket
does not populate the date/datetime fields with the existing values. The
net result is that either they have to re-enter the values before
submitting the update or they get a validation error of the form "<field>:
Input must match [Mandatory]".

I'm advised this didn't used to be the case where if a Mandatory
date/datetime field wasn't modified during a Ticket modification it would
simply re-use the existing value. We've only noticed this issue on these
specific custom field types; other field types behave as expected.

I've taken a look around the RT configuration but haven't made much
progress in determining the cause. Any advice would be greatly appreciated.
Is it possible this is a bug/regression in RT v4.2.0 or have I just
overlooked or misunderstood something?


Thanks,
Samuel Leslie
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From alexmv at bestpractical.com  Mon Nov 18 04:44:10 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Mon, 18 Nov 2013 04:44:10 -0500
Subject: [rt-users] Date/Datetime CFs not populating on ticket modify
In-Reply-To: <CAAk0DZ11P642wfO0QejTuDBdVfYjBZ-b6ad-rsb_YoYmcFeF+A@mail.gmail.com>
References: <CAAk0DZ11P642wfO0QejTuDBdVfYjBZ-b6ad-rsb_YoYmcFeF+A@mail.gmail.com>
Message-ID: <1384767850.19403.44.camel@umgah.localdomain>

On Mon, 2013-11-18 at 18:58 +1100, Samuel Leslie wrote:

> [snip] Is it possible this is a bug/regression in RT v4.2.0 or have I
> just overlooked or misunderstood something?

Unfortunately, absolutely a regression.  Please give 
https://github.com/bestpractical/rt/commit/28a7109e4cdfbe439f9562b7d58430f626e17a87.patch a test to see if it resolves your issue.
 - Alex



From at at efficientip.com  Mon Nov 18 08:46:51 2013
From: at at efficientip.com (Abdallah TABI)
Date: Mon, 18 Nov 2013 14:46:51 +0100
Subject: [rt-users] Question regarding custom field
Message-ID: <CAHT2K-c9Mz6izrqgSUZc0ySn+KUSFFAjsHBwDK1s9C_v5bkeLQ@mail.gmail.com>

*Good afternoon,*

*I would like to know if there is a way to activate some custom field for
some statuses.*

*For example I would like to activate 3 specific custom field when a ticket
is in the status "closed".*

*Should I use the template-script ?*

 *Thanks in advance.*
*Regards,*
*Abdallah Tabi*
Support Team - at at efficientip.com





*4 rue de l?Abreuvoir92 400 CourbevoieFranceat at efficientip.com
<at at efficientip.com> Tel : +33 (0)1 75 84 88 98Fax : +33 (0)9 57 88 09
40www.efficientip.com <http://www.efficientip.com>*
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From tod.detre at maine.edu  Mon Nov 18 09:52:13 2013
From: tod.detre at maine.edu (Tod Detre)
Date: Mon, 18 Nov 2013 09:52:13 -0500
Subject: [rt-users] RT 4.2.0 caching issues?
Message-ID: <CAGc_vWgXfjr6uxQ4gtrT8DT=TmvEG4RXdUeHwzZAR+vXkh3QcA@mail.gmail.com>

My users are seeing some strange problems that appear to be related to
some sort of caching. One of the problems is they will set an owner of
a ticket and then perform a search that includes that ticket and the
owner will display as nobody in the search list.

I'd like to eliminate the MySQL query cache before start debugging RT.
However, we use a shared MySQL server so it is not practical to
disable the query cache for the entire server. Is there a way in RT to
get it to turn off the query cache? From the MySQL documentation, if I
could get RT to run the SQL 'SET SESSION query_cache_type = OFF;'
whenever it connects to the server, it would shut it off for just RT.
Is there a config option where I can get RT to issue that sql
statement?

I'm trying to collect more information, but it is difficult as we are
seeing the problems on our production machine, but not on our
development machine. So I can't turn on a lot of debugging and other
options that would slow the server down.

-- 
Tod


From r.sanchez at fainascensores.com  Mon Nov 18 10:50:45 2013
From: r.sanchez at fainascensores.com (=?iso-8859-1?Q?Rub=E9n_S=E1nchez-Pascuala_P=E9rez?=)
Date: Mon, 18 Nov 2013 16:50:45 +0100
Subject: [rt-users] Accept or reject the proposed solution
Message-ID: <003201cee475$f357d7d0$da078770$@fainascensores.com>

Hi,

When a technician solves a ticket,
Can the user to accept or reject the solution of the ticket?
Apparently, if the technician solves it, the user cannot do anything to
accept or reject the proposed solution.

Thanks!!

 

 

 


-- 
Este mensaje ha sido analizado en busca de virus
y otros contenidos peligrosos,y se considera que
est? limpio.

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From liadsh at yahoo.com  Mon Nov 18 14:13:56 2013
From: liadsh at yahoo.com (liadsh)
Date: Mon, 18 Nov 2013 11:13:56 -0800 (PST)
Subject: [rt-users] Approvals flow not working as expected
Message-ID: <1384802036639-55848.post@n7.nabble.com>

Hi, 

I'm trying to set the approval to work with several users within a group. 

I'm using RT 4.2. 
I've followed the documentation: 
http://www.bestpractical.com/docs/rt/4.2/customizing/approvals.html

And set the group with the template and AdminCCGroup. 

Somehow I can only see the approval requests only with the root username,
while the other user in the group does not see any tickets pending approval. 

Any idea what am I missing ? 

Thanks allot, 

Liad




--
View this message in context: http://requesttracker.8502.n7.nabble.com/Approvals-flow-not-working-as-expected-tp55848.html
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From tod.detre at maine.edu  Mon Nov 18 16:17:39 2013
From: tod.detre at maine.edu (Tod Detre)
Date: Mon, 18 Nov 2013 16:17:39 -0500
Subject: [rt-users] RT 4.2.0 jquery.min.map 404
Message-ID: <CAGc_vWge-Kj8SZUqAyuwcUZfWHfNvSDCd-PNpFviUhHaZ8okZQ@mail.gmail.com>

In attempting to diagnose other issues, I've found that RT is
requesting a jquery file that does not exist. The path is below:

/NoAuth/js/jquery.min.map

The initiator of the request seems to be made from every page.

Is this something wrong with my config that it's not looking for the
correct file, or is this a bug in the code?


-- 
Tod


From alexmv at bestpractical.com  Mon Nov 18 16:24:59 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Mon, 18 Nov 2013 16:24:59 -0500
Subject: [rt-users] RT 4.2.0 jquery.min.map 404
In-Reply-To: <CAGc_vWge-Kj8SZUqAyuwcUZfWHfNvSDCd-PNpFviUhHaZ8okZQ@mail.gmail.com>
References: <CAGc_vWge-Kj8SZUqAyuwcUZfWHfNvSDCd-PNpFviUhHaZ8okZQ@mail.gmail.com>
Message-ID: <1384809899.19403.65.camel@umgah.localdomain>

On Mon, 2013-11-18 at 16:17 -0500, Tod Detre wrote:
> In attempting to diagnose other issues, I've found that RT is
> requesting a jquery file that does not exist. The path is below:
> 
> /NoAuth/js/jquery.min.map
> 
> The initiator of the request seems to be made from every page.
> 
> Is this something wrong with my config that it's not looking for the
> correct file, or is this a bug in the code?

Neither.  This is Google Chrome attempting to look for a feature which
RT doesn't have -- namely, source maps for minimized JS files.  You can
read about this Chrome feature at
http://www.elijahmanor.com/2013/01/the-magic-of-jquery-source-map.html

 - Alex



From alexmv at bestpractical.com  Mon Nov 18 16:27:32 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Mon, 18 Nov 2013 16:27:32 -0500
Subject: [rt-users] [rt-announce] RT 4.2.1 released
Message-ID: <1384810052.19403.66.camel@umgah.localdomain>

RT 4.2.1 -- 2013-11-13
----------------------

We're pleased to announce that RT 4.2.1 is now available.

http://download.bestpractical.com/pub/rt/release/rt-4.2.1.tar.gz
http://download.bestpractical.com/pub/rt/release/rt-4.2.1.tar.gz.asc

SHA1 sums

08bd8e4d28c065030aac7b33c0a15a789a6e11f9  rt-4.2.1.tar.gz
5b70a33237a9c387ca7b2e98762108a6694e325e  rt-4.2.1.tar.gz.asc


This release is primarily a bugfix release; notable changes include:

Oracle:
  * Resolve numerous issues with the 4.0 -> 4.2 upgrade steps on Oracle
  * In-database sessions on Oracle are no longer truncated at 8k,
    leading to spurious logouts

Internet Explorer:
  * Fix submission issues under Internet Explorer

Rich text editor:
  * If returning to a reply/correspond page with the back button, the
    rich text editor will no longer double-escape previously written
    content.

REST:
  * Fix an empty 'text/plain' part when tickets are created using the
    REST interface.

Other bugfixes:
  * Optimize transaction display code to speed up long ticket displays
    by short-circuiting transaction custom field checking.
  * Supply a default $PATH for SMIME and GnuPG under FastCGI
  * Support index upgrade steps on Pg when in a custom schema
  * Close a memory leak in ColumnMap
  * Fix "check all" checkboxes for new jQuery version
  * Secondarily sort user ticket lists by id, as well as priority.
  * Remove call to deprecated function used by PreviewScripMessages
  * Many localization fixes (thanks to Emmanuel Lacour)
  * Show customized rights in their correct tabs
  * Ensure RFC2822 date format uses two-digit days in output
  * Display iCal dates in the user's timezone, resolving off-by-one
    errors for timezones significantly off from GMT.
  * Correctly parse complex format strings for listing in the bottom of
    the Query Builder

Callbacks:
  * Move ModifyQueryProperties callback to before its values are used
  * Additional callbacks on ticket modify pages
  * Additional callbacks on ticket reply/comment page
  * Additional callback on search results page
  * Additional callback before transactions in history list
  * Allow header callback to modify %ARGS

Features
  * Allow bulk update to delete _all_ CF values for a given CF
  * Support CF.Foo in columnmaps, in addition to CF.{Foo} and
    __CF.{Foo}__
  * Autocompletion CFs now autocomplete in search builder
  * Support cascaded selects with any combination of listbox, dropdown,
    and radio button
  * Support ShowUnreadMessageNotifications in SelfService


A complete changelog is available from git by running:
    git log rt-4.2.0..rt-4.2.1
or visiting
    https://github.com/bestpractical/rt/compare/rt-4.2.0...rt-4.2.1


_______________________________________________
rt-announce mailing list
rt-announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce


From liadsh at yahoo.com  Mon Nov 18 16:38:37 2013
From: liadsh at yahoo.com (liadsh)
Date: Mon, 18 Nov 2013 13:38:37 -0800 (PST)
Subject: [rt-users] FW:  Seeing approvals
In-Reply-To: <20080201084718.GA7753@easter-eggs.com>
References: <FDBAA6E961D4A64FBDB116511F4C1D6914ACA5DE@sczex01.co.santa-cruz.ca.us>
	<FDBAA6E961D4A64FBDB116511F4C1D6914ACA61B@sczex01.co.santa-cruz.ca.us>
	<20080201084718.GA7753@easter-eggs.com>
Message-ID: <1384810717355-55854.post@n7.nabble.com>

Hi,

Been trying to use this setup.
Somehow only root user gets the approval request, even though the Group have
several other users.

How can I check the reason ?

Thanks,

Liad



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From tod.detre at maine.edu  Mon Nov 18 16:48:54 2013
From: tod.detre at maine.edu (Tod Detre)
Date: Mon, 18 Nov 2013 16:48:54 -0500
Subject: [rt-users] RT 4.2.0 jquery.min.map 404
In-Reply-To: <1384809899.19403.65.camel@umgah.localdomain>
References: <CAGc_vWge-Kj8SZUqAyuwcUZfWHfNvSDCd-PNpFviUhHaZ8okZQ@mail.gmail.com>
	<1384809899.19403.65.camel@umgah.localdomain>
Message-ID: <CAGc_vWg1ejMDs8+P890WZZNubq1Zp+ey_kpc5XPD-7es2ODusQ@mail.gmail.com>

Ahh, thank you for the explanation.

On Mon, Nov 18, 2013 at 4:24 PM, Alex Vandiver <alexmv at bestpractical.com> wrote:
> On Mon, 2013-11-18 at 16:17 -0500, Tod Detre wrote:
>> In attempting to diagnose other issues, I've found that RT is
>> requesting a jquery file that does not exist. The path is below:
>>
>> /NoAuth/js/jquery.min.map
>>
>> The initiator of the request seems to be made from every page.
>>
>> Is this something wrong with my config that it's not looking for the
>> correct file, or is this a bug in the code?
>
> Neither.  This is Google Chrome attempting to look for a feature which
> RT doesn't have -- namely, source maps for minimized JS files.  You can
> read about this Chrome feature at
> http://www.elijahmanor.com/2013/01/the-magic-of-jquery-source-map.html
>
>  - Alex
>



-- 
Tod


From samuel.l at impos.com.au  Mon Nov 18 23:07:19 2013
From: samuel.l at impos.com.au (Samuel Leslie)
Date: Tue, 19 Nov 2013 15:07:19 +1100
Subject: [rt-users] Date/Datetime CFs not populating on ticket modify
In-Reply-To: <1384767850.19403.44.camel@umgah.localdomain>
References: <CAAk0DZ11P642wfO0QejTuDBdVfYjBZ-b6ad-rsb_YoYmcFeF+A@mail.gmail.com>
	<1384767850.19403.44.camel@umgah.localdomain>
Message-ID: <CAAk0DZ2YcFzh4hd4ht1__vEsV2C5-G8-DDBFqPd=MNZqniCbXQ@mail.gmail.com>

On 18 November 2013 20:44, Alex Vandiver <alexmv at bestpractical.com> wrote:

> On Mon, 2013-11-18 at 18:58 +1100, Samuel Leslie wrote:
>
> > [snip] Is it possible this is a bug/regression in RT v4.2.0 or have I
> > just overlooked or misunderstood something?
>
> Unfortunately, absolutely a regression.  Please give
>
> https://github.com/bestpractical/rt/commit/28a7109e4cdfbe439f9562b7d58430f626e17a87.patcha test to see if it resolves your issue.
>  - Alex
>

Have installed the patch and can confirm it does indeed fix the issue.
Thanks very much for the prompt response and fix!
-SDL
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From alexmv at bestpractical.com  Mon Nov 18 23:50:07 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Mon, 18 Nov 2013 23:50:07 -0500
Subject: [rt-users] Date/Datetime CFs not populating on ticket modify
In-Reply-To: <CAAk0DZ2YcFzh4hd4ht1__vEsV2C5-G8-DDBFqPd=MNZqniCbXQ@mail.gmail.com>
References: <CAAk0DZ11P642wfO0QejTuDBdVfYjBZ-b6ad-rsb_YoYmcFeF+A@mail.gmail.com>
	<1384767850.19403.44.camel@umgah.localdomain>
	<CAAk0DZ2YcFzh4hd4ht1__vEsV2C5-G8-DDBFqPd=MNZqniCbXQ@mail.gmail.com>
Message-ID: <1384836607.19403.81.camel@umgah.localdomain>

On Tue, 2013-11-19 at 15:07 +1100, Samuel Leslie wrote:

> Have installed the patch and can confirm it does indeed fix the issue.
> Thanks very much for the prompt response and fix!

For reference, this didn't make it into 4.2.1, but will most probably be
in 4.2.2.  You may also be interested in the other two commits on that
branch, which deal with Mandatory validation.

https://github.com/bestpractical/rt/compare/4.2/date-cf-validation

 - Alex



From bparish at cognex.com  Tue Nov 19 11:30:06 2013
From: bparish at cognex.com (Parish, Brent)
Date: Tue, 19 Nov 2013 11:30:06 -0500
Subject: [rt-users] IE8 issues - Custom Fields and edit screens
In-Reply-To: <1384836607.19403.81.camel@umgah.localdomain>
References: <CAAk0DZ11P642wfO0QejTuDBdVfYjBZ-b6ad-rsb_YoYmcFeF+A@mail.gmail.com>
	<1384767850.19403.44.camel@umgah.localdomain>
	<CAAk0DZ2YcFzh4hd4ht1__vEsV2C5-G8-DDBFqPd=MNZqniCbXQ@mail.gmail.com>
	<1384836607.19403.81.camel@umgah.localdomain>
Message-ID: <6265B2EB12D194469B958F2E703D81830DE22B5C8C@viper.pc.cognex.com>

Hi

Unfortunately, we still need/use Internet Explorer 8 in our company (compatibility issue with other apps).

I found a few issues (#22770, #16629, #19547) listed on the issues.bestpractical.com site regarding IE8 and custom fields, each of these describes exactly what I'm seeing here on 4.2.0 -- Specifically, editing a "child" or secondary custom field does not work/display properly.

In addition, the recent issue (introduced in 4.2.0 I think) regarding not being able to edit dashboards (and other edit screens too) in IE is now fixed for me in IE10, but is still broken in IE8.

I was wondering if maybe ie8 just wasn't supported in RT anymore?

Thanks!
Brent


From bparish at cognex.com  Tue Nov 19 14:35:30 2013
From: bparish at cognex.com (Parish, Brent)
Date: Tue, 19 Nov 2013 14:35:30 -0500
Subject: [rt-users] IE8 issues - Custom Fields and edit screens - updated
In-Reply-To: <6265B2EB12D194469B958F2E703D81830DE22B5C8C@viper.pc.cognex.com>
References: <CAAk0DZ11P642wfO0QejTuDBdVfYjBZ-b6ad-rsb_YoYmcFeF+A@mail.gmail.com>
	<1384767850.19403.44.camel@umgah.localdomain>
	<CAAk0DZ2YcFzh4hd4ht1__vEsV2C5-G8-DDBFqPd=MNZqniCbXQ@mail.gmail.com>
	<1384836607.19403.81.camel@umgah.localdomain>
	<6265B2EB12D194469B958F2E703D81830DE22B5C8C@viper.pc.cognex.com>
Message-ID: <6265B2EB12D194469B958F2E703D81830DE22B5EB1@viper.pc.cognex.com>

More notes on this issue:

I was monkeying around in the IE Console, looking to see if perhaps there were some javascript errors getting popped or something (there are not).
While in there and refreshing the page a lot (on a VERY slow machine, by the way), I see that the custom field value IS shown in IE, but only for a second.  Then it reverts back to the (no value) option.

More detail:
I have a custom (select one) field called "application".
Depending on what you select for application, the "version" (select one) custom field can be selected.
i.e. if I choose "Request Tracker" for my application, then I can select version "4.2.0" from the Version Custom field.

In IE8, I can set the application, the version, and save it.
It displays correctly on the display tab.
When I click on "Basics" or "Jumbo" to edit the ticket, the Application field remains on 'Request Tracker' like it should.
For a split second (not even seen on reasonably fast machines), the sub-field of Version shows "4.2.0", but then reverts to "(no value)" before the page finishes loading.
If I just click save, the ticket changes to "No value" for the Version field. :(

So in IE8, I have to memorize each of the multi-level custom field values before going to the edit page, and then I have to set them all back to what they were before saving changes to the ticket.

Also, I went back to an old 4.0.12 version of RT and see the same behavior there.

Interestingly, 4.0.12 DOES work for the dashboard issue in IE8, so apparently that is a completely different problem.

Any thoughts on this?

Thanks!
Brent


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Parish, Brent
Sent: Tuesday, November 19, 2013 11:30 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] IE8 issues - Custom Fields and edit screens

Hi

Unfortunately, we still need/use Internet Explorer 8 in our company (compatibility issue with other apps).

I found a few issues (#22770, #16629, #19547) listed on the issues.bestpractical.com site regarding IE8 and custom fields, each of these describes exactly what I'm seeing here on 4.2.0 -- Specifically, editing a "child" or secondary custom field does not work/display properly.

In addition, the recent issue (introduced in 4.2.0 I think) regarding not being able to edit dashboards (and other edit screens too) in IE is now fixed for me in IE10, but is still broken in IE8.

I was wondering if maybe ie8 just wasn't supported in RT anymore?

Thanks!
Brent


From alex at itworx.co.ke  Tue Nov 19 15:43:46 2013
From: alex at itworx.co.ke (Alex Rhys-Hurn)
Date: Tue, 19 Nov 2013 23:43:46 +0300 (EAT)
Subject: [rt-users] query amount of timeworked BETWEEN 1st and Last day of
	the month
In-Reply-To: <834045586.2916.1384893572314.JavaMail.zimbra@itworx.co.ke>
Message-ID: <1244291927.2986.1384893826522.JavaMail.zimbra@itworx.co.ke>

Hello, 

I hope I am able to explain what I want well enough for you to help me out. Many thanks in advance. 

I am running RT 4.2.1 on Ubuntu 12.04 and Mysql, with SLA, Captcha Extensions. 

What I want to achieve: 

Query RT for the amount of TimeWorked in a given month for a given queue. 

This query: Queue = 'Chase' AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' OR Status = 'resolved' ) AND TimeWorked > 0 

gives me the data I want, but now I want to filter it down to work out how much TimeWorked accrued between a given set of date/times. E.g. between 1st of the Month at 0 oclock and the 30th of the month at 23.59 oclock. 

Please note that I DO NOT want any TicketCreated stuff. Some of our tickets run for VERY long periods of time, and they might accrue TImeWorked over a period of many months. I want to extract the TimeWOrked for a given month for all tickets regardless of status and creation date/time. 

Ultimately i hope to build a monthly dashboard that can easily report this. 

Many thanks for your help. 

Alex 

-- 
Alex Rhys-Hur n | ITworX Limited 
P.O. Box 1649, 00502, Karen, Kenya 
Tel: +254 (0) 20 2444824 | Cell: +254 (0) 724 972541 
Web: www.itworx.co.ke 





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From alexmv at bestpractical.com  Tue Nov 19 17:48:11 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Tue, 19 Nov 2013 17:48:11 -0500
Subject: [rt-users] IE8 issues - Custom Fields and edit screens - updated
In-Reply-To: <6265B2EB12D194469B958F2E703D81830DE22B5EB1@viper.pc.cognex.com>
References: <CAAk0DZ11P642wfO0QejTuDBdVfYjBZ-b6ad-rsb_YoYmcFeF+A@mail.gmail.com>
	<1384767850.19403.44.camel@umgah.localdomain>
	<CAAk0DZ2YcFzh4hd4ht1__vEsV2C5-G8-DDBFqPd=MNZqniCbXQ@mail.gmail.com>
	<1384836607.19403.81.camel@umgah.localdomain>
	<6265B2EB12D194469B958F2E703D81830DE22B5C8C@viper.pc.cognex.com>
	<6265B2EB12D194469B958F2E703D81830DE22B5EB1@viper.pc.cognex.com>
Message-ID: <1384901291.19403.115.camel@umgah.localdomain>

On Tue, 2013-11-19 at 14:35 -0500, Parish, Brent wrote:
> More notes on this issue:
> 
> I was monkeying around in the IE Console, looking to see if perhaps
> there were some javascript errors getting popped or something (there
> are not). While in there and refreshing the page a lot (on a VERY slow
> machine, by the way), I see that the custom field value IS shown in IE,
> but only for a second.  Then it reverts back to the (no value) option.

I believe this to be the same issue as all of #22770, #16629, and
#19547.  Unfortunately, the patch on #16629 will need to be reworked due
to recently added support for select-multiple cascades.

> Interestingly, 4.0.12 DOES work for the dashboard issue in IE8, so
> apparently that is a completely different problem.

Please specify what you mean by "the dashboard issue," preferably by
giving precise steps to replicate.  While 4.2.0 has knows problems in
this area, 4.2.1 with IE 8 does not evidence any in the Dashboard pages
that I can find.
 - Alex



From thatcher.rea at bywatersolutions.com  Tue Nov 19 18:03:56 2013
From: thatcher.rea at bywatersolutions.com (Thatcher Rea)
Date: Wed, 20 Nov 2013 12:03:56 +1300
Subject: [rt-users] Create Scrip for Custom Status
Message-ID: <CANcvjKx8McQwzAC=0BtwQJZVCzWZAYsCiVxuDOpkXuyccvJ7rA@mail.gmail.com>

So i've created a Status for 'answered' in addition to the status of
'resolved'. I'd like a way to be able to build a Scrip to replicate the
same behavior as the stock "On Resolve Notify Requestors" Scrip, but for
the answered status.

Input would be appreciated.


:T

-- 
Thatcher Rea
ByWater Solutions
Support and Consulting for Open Source Software
Headquarters: Santa Barbara, CA
Phone/Fax # (888) 900-8944 ext. 1
http://bywatersolutions.com
*What is Koha? <http://bywatersolutions.com/what-is-koha/>*
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From bparish at cognex.com  Tue Nov 19 19:38:15 2013
From: bparish at cognex.com (Parish, Brent)
Date: Tue, 19 Nov 2013 19:38:15 -0500
Subject: [rt-users] IE8 issues - Custom Fields and edit screens - updated
In-Reply-To: <1384901291.19403.115.camel@umgah.localdomain>
References: <CAAk0DZ11P642wfO0QejTuDBdVfYjBZ-b6ad-rsb_YoYmcFeF+A@mail.gmail.com>
	<1384767850.19403.44.camel@umgah.localdomain>
	<CAAk0DZ2YcFzh4hd4ht1__vEsV2C5-G8-DDBFqPd=MNZqniCbXQ@mail.gmail.com>
	<1384836607.19403.81.camel@umgah.localdomain>
	<6265B2EB12D194469B958F2E703D81830DE22B5C8C@viper.pc.cognex.com>
	<6265B2EB12D194469B958F2E703D81830DE22B5EB1@viper.pc.cognex.com>
	<1384901291.19403.115.camel@umgah.localdomain>
Message-ID: <6265B2EB12D194469B958F2E703D81830DE23540EF@viper.pc.cognex.com>

Hi Alex.

Thanks for the response!
Sorry for the brevity - it's always a trade-off: too much information and I fear no one will want to read it all.  Too little and it's difficult to understand the full issue!


* * For the Dashboards:
I experienced an issue with 4.2.0 working with editing dashboards.  
I could create a new dashboard in IE (Both v. 8 and v. 10) via Home -> New Dashboard, enter a Name and hit the Create button.
I would switch to the "Content" page to edit the dashboard.  All good so far.
But when I clicked on something in the Available list (e.g. QuickCreate) and clicked on the "->" button to add it into the dashboard, the page would refresh and display the "Dashboard Updated" message but that element was not added. 
Then you(?) released a single line patch (in share/static/hs/forms.js) and that fixed IE10 but IE8 still exhibits that same behavior for me.

I was originally reporting that I see this dashboard editing problem in IE8, as well as the Custom Field thing, thinking they were related but as I dug into the Custom Field issue, it appears less and less like they are related.  


* * For the Select Custom Fields:
Now I'm guessing the custom field thing has to do with jQuery and IE8 in general.

For giggles, I copied the html/Elements/EditCustomFieldSelect file from RT 3.8.16, just to see if I could find an older RT version that did work with multi-level/parent/child Select type custom fields.  I didn?t really expect it to be a fix and I rather expected big failures mixing versions like that.  It still did not display the correct value for the sub/child custom field.
I tried changing both parent and child select custom fields to Render Type: Select Box with the same result.
I changed the parent to Render Type: list and that finally worked (e.g. showed the correct child value) but of course breaks the purpose of the parent child and selecting something new in the parent list did not narrow down the select options in the sub/child field.


Many thanks again,
Brent

 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Vandiver
Sent: Tuesday, November 19, 2013 5:48 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] IE8 issues - Custom Fields and edit screens - updated

On Tue, 2013-11-19 at 14:35 -0500, Parish, Brent wrote:
> More notes on this issue:
> 
> I was monkeying around in the IE Console, looking to see if perhaps 
> there were some javascript errors getting popped or something (there 
> are not). While in there and refreshing the page a lot (on a VERY slow 
> machine, by the way), I see that the custom field value IS shown in 
> IE, but only for a second.  Then it reverts back to the (no value) option.

I believe this to be the same issue as all of #22770, #16629, and #19547.  Unfortunately, the patch on #16629 will need to be reworked due to recently added support for select-multiple cascades.

> Interestingly, 4.0.12 DOES work for the dashboard issue in IE8, so 
> apparently that is a completely different problem.

Please specify what you mean by "the dashboard issue," preferably by giving precise steps to replicate.  While 4.2.0 has knows problems in this area, 4.2.1 with IE 8 does not evidence any in the Dashboard pages that I can find.
 - Alex


From bparish at cognex.com  Tue Nov 19 20:47:22 2013
From: bparish at cognex.com (Parish, Brent)
Date: Tue, 19 Nov 2013 20:47:22 -0500
Subject: [rt-users] IE8 issues - Custom Fields and edit screens - updated
In-Reply-To: <1384901291.19403.115.camel@umgah.localdomain>
References: <CAAk0DZ11P642wfO0QejTuDBdVfYjBZ-b6ad-rsb_YoYmcFeF+A@mail.gmail.com>
	<1384767850.19403.44.camel@umgah.localdomain>
	<CAAk0DZ2YcFzh4hd4ht1__vEsV2C5-G8-DDBFqPd=MNZqniCbXQ@mail.gmail.com>
	<1384836607.19403.81.camel@umgah.localdomain>
	<6265B2EB12D194469B958F2E703D81830DE22B5C8C@viper.pc.cognex.com>
	<6265B2EB12D194469B958F2E703D81830DE22B5EB1@viper.pc.cognex.com>
	<1384901291.19403.115.camel@umgah.localdomain>
Message-ID: <6265B2EB12D194469B958F2E703D81830DE2354137@viper.pc.cognex.com>

I edited the EditCustomFieldSelect file and added a simple javascript popup alert() function to freeze loading the page.
e.g.  alert("Pause the page here");

I kept moving the alert() lower in the jQuery block.
It appears that executing the "basedon.onchange();" line is where the child/sub select CF is wiped out in IE8.
If I alert just prior to this line, I still see the correct value before I dismiss the popup.
If I alert just after this line, the select field is already showing "(no value)" before I dismiss the popup.

If I comment out this "basedon.onchange();" line, everything seems to work in IE8, IE10 and Chrome.

Is that safe to do?  Or am I wrecking some functionality here that I am blissfully unaware of?

Thanks!
Brent



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Vandiver
Sent: Tuesday, November 19, 2013 5:48 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] IE8 issues - Custom Fields and edit screens - updated

On Tue, 2013-11-19 at 14:35 -0500, Parish, Brent wrote:
> More notes on this issue:
> 
> I was monkeying around in the IE Console, looking to see if perhaps
> there were some javascript errors getting popped or something (there
> are not). While in there and refreshing the page a lot (on a VERY slow
> machine, by the way), I see that the custom field value IS shown in IE,
> but only for a second.  Then it reverts back to the (no value) option.

I believe this to be the same issue as all of #22770, #16629, and
#19547.  Unfortunately, the patch on #16629 will need to be reworked due
to recently added support for select-multiple cascades.

> Interestingly, 4.0.12 DOES work for the dashboard issue in IE8, so
> apparently that is a completely different problem.

Please specify what you mean by "the dashboard issue," preferably by
giving precise steps to replicate.  While 4.2.0 has knows problems in
this area, 4.2.1 with IE 8 does not evidence any in the Dashboard pages
that I can find.
 - Alex


From alexmv at bestpractical.com  Tue Nov 19 21:08:38 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Tue, 19 Nov 2013 21:08:38 -0500
Subject: [rt-users] IE8 issues - Custom Fields and edit screens - updated
In-Reply-To: <6265B2EB12D194469B958F2E703D81830DE23540EF@viper.pc.cognex.com>
References: <CAAk0DZ11P642wfO0QejTuDBdVfYjBZ-b6ad-rsb_YoYmcFeF+A@mail.gmail.com>
	<1384767850.19403.44.camel@umgah.localdomain>
	<CAAk0DZ2YcFzh4hd4ht1__vEsV2C5-G8-DDBFqPd=MNZqniCbXQ@mail.gmail.com>
	<1384836607.19403.81.camel@umgah.localdomain>
	<6265B2EB12D194469B958F2E703D81830DE22B5C8C@viper.pc.cognex.com>
	<6265B2EB12D194469B958F2E703D81830DE22B5EB1@viper.pc.cognex.com>
	<1384901291.19403.115.camel@umgah.localdomain>
	<6265B2EB12D194469B958F2E703D81830DE23540EF@viper.pc.cognex.com>
Message-ID: <1384913318.19403.122.camel@umgah.localdomain>

On Tue, 2013-11-19 at 19:38 -0500, Parish, Brent wrote:
> I experienced an issue with 4.2.0 working with editing dashboards.
> [snip]  Then you(?) released a single line patch (in
> share/static/js/forms.js) and that fixed IE10 but IE8 still exhibits
> that same behavior for me.

I am unable to replicate the failure on a clean 4.2.1 with IE8.  I
suspect IE8 is caching -- it has a number of overzealous layers of
caching.  Clear your local caches and try again.

> Now I'm guessing the custom field thing has to do with jQuery and IE8
> in general.

jQuery is not involved, as it happens.  The calls use direct DOM
manipulation -- shifting to using jQuery might very well resolve the
problem, as jQuery has a number of abstractions which paper over browser
bugs like this.

The specific cause is known -- you can read the issues.bestpractical.com
ticket for details if you're curious, or want to test and propose a
patch.

 - Alex



From alex at itworx.co.ke  Wed Nov 20 01:09:16 2013
From: alex at itworx.co.ke (Alex Rhys-Hurn)
Date: Wed, 20 Nov 2013 09:09:16 +0300 (EAT)
Subject: [rt-users] RT4.2 TimeTaken & TimeWorked what changed?
In-Reply-To: <1590292221.3261.1384927721322.JavaMail.zimbra@itworx.co.ke>
Message-ID: <1643261376.3272.1384927756183.JavaMail.zimbra@itworx.co.ke>

Hello, 

Please can somebody help me to understand in laymans terms what changed in 4.2 vis TimeTaken & TimeWorked fields. 

Is it now enough for me to only query TImeWorked to get an accurate view of time? 

Many thanks, 

Alex 

-- 
Alex Rhys-Hur n | ITworX Limited 
P.O. Box 1649, 00502, Karen, Kenya 
Tel: +254 (0) 20 2444824 | Cell: +254 (0) 724 972541 
Web: www.itworx.co.ke 





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From jblaine at kickflop.net  Wed Nov 20 11:41:13 2013
From: jblaine at kickflop.net (Jeff Blaine)
Date: Wed, 20 Nov 2013 11:41:13 -0500
Subject: [rt-users] "Mandatory" custom field
Message-ID: <528CE629.1080808@kickflop.net>

Hi all,

I am little confused about RT's interpretation of "Mandatory" as
it relates to Custom Fields.

I have a CF's validation set to the canned regexp (?#Mandatory)

The CF in my test ticket has pointedly been left with no value.

Aside from a meager red warning on the page indicating it's not
set properly, all other actions on the ticket work just fine. I
can even resolve the ticket while the CF is unset ("(no value)")

So Mandatory how? When does that apply exactly? Does it simply
mean, as I seem to be finding, "do whatever you want anyway,
but we're going to put red text near your offending field" ?


From AHutchins at toknc.com  Wed Nov 20 13:56:38 2013
From: AHutchins at toknc.com (Adam Hutchins)
Date: Wed, 20 Nov 2013 13:56:38 -0500
Subject: [rt-users] FW: Issue upgrading to 4.2.x
In-Reply-To: <6CEF9D2F4985A542932ED99F118759D202CB207FC0@kvmsx.ci.kernersville.nc.us>
References: <6CEF9D2F4985A542932ED99F118759D202CB207FC0@kvmsx.ci.kernersville.nc.us>
Message-ID: <6CEF9D2F4985A542932ED99F118759D202CB207FC1@kvmsx.ci.kernersville.nc.us>

I'm getting an error when doing upgrade-database on a 4.2 installation.

I am coming from 4.0.7 and I am able to successfully upgrade to 4.0.18 without error.

This is the message I'm getting after doing 'make upgrade-database' (highlighted below):

/usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action upgrade --prompt-for-dba-password
In order to create or update your RT database, this script needs to connect to your  mysql instance on localhost (port '') as root
Please specify that user's database password below. If the user has no database
password, just press return.

Password:
Working with:
Type:   mysql
Host:   localhost
Port:
Name:   rt4
User:   rt_user
DBA:    root
Enter RT version you're upgrading from: 4.0.18

Going to apply following upgrades:
* 4.1.0
* 4.1.1
* 4.1.4
* 4.1.5
* 4.1.6
* 4.1.7
* 4.1.8
* 4.1.9
* 4.1.10
* 4.1.11
* 4.1.12
* 4.1.13
* 4.1.14
* 4.1.15
* 4.1.16
* 4.1.17
* 4.1.18
* 4.1.19
* 4.1.20
* 4.1.21
* 4.1.22
* 4.1.23

Enter RT version if you want to stop upgrade at some point,
  or leave it blank if you want apply above upgrades:

IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP

Proceed [y/N]:y
Processing 4.1.0
Now inserting data.
Processing 4.1.1
Now populating database schema.
[18504] [Wed Nov 20 17:27:58 2013] [critical]: DBD::mysql::st execute failed: Table 'ObjectScrips' already exists at /tmp/rt-4.2.0/sbin/../lib/RT/Handle.pm line 526. (/tmp/rt-4.2.0/sbin/../lib/RT.pm:391)
DBD::mysql::st execute failed: Table 'ObjectScrips' already exists at /tmp/rt-4.2.0/sbin/../lib/RT/Handle.pm line 526.
make: *** [upgrade-database] Error 255



Any help/input would be greatly appreciated.




Adam Hutchins, Systems Administrator
Town of Kernersville, NC, USA
o-336.992.5456 m-336.529.7164


________________________________
This email message, and any attachment(s) hereto, as well as any email message(s) that may be sent in response to it, may be considered Public Record, and as such are subject to requests for review. If you are not the intended recipient, please destroy this message and inform the sender immediately. The information contained in this email may be confidential and, in any event, is intended only for the use of the entity or individual to whom it is addressed. Thank you.
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From alexmv at bestpractical.com  Wed Nov 20 14:09:10 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 20 Nov 2013 14:09:10 -0500
Subject: [rt-users] FW: Issue upgrading to 4.2.x
In-Reply-To: <6CEF9D2F4985A542932ED99F118759D202CB207FC1@kvmsx.ci.kernersville.nc.us>
References: <6CEF9D2F4985A542932ED99F118759D202CB207FC0@kvmsx.ci.kernersville.nc.us>
	<6CEF9D2F4985A542932ED99F118759D202CB207FC1@kvmsx.ci.kernersville.nc.us>
Message-ID: <1384974550.3996.26.camel@umgah.localdomain>

On Wed, 2013-11-20 at 13:56 -0500, Adam Hutchins wrote:
> [18504] [Wed Nov 20 17:27:58 2013] [critical]: DBD::mysql::st execute
> failed: Table 'ObjectScrips' already exists
> at /tmp/rt-4.2.0/sbin/../lib/RT/Handle.pm line 526.
> (/tmp/rt-4.2.0/sbin/../lib/RT.pm:391)
> 
> DBD::mysql::st execute failed: Table 'ObjectScrips' already exists
> at /tmp/rt-4.2.0/sbin/../lib/RT/Handle.pm line 526.

Have you tried to upgrade this RT instance previously?  What extensions
are installed, or have been at some point?
 - Alex




From lstewart at iweb.com  Wed Nov 20 14:13:59 2013
From: lstewart at iweb.com (Landon Stewart)
Date: Wed, 20 Nov 2013 11:13:59 -0800
Subject: [rt-users] =?windows-1252?q?What=92s_the_correct_SQL_syntax_for_a?=
	=?windows-1252?q?_date/time_custom_field_that=92s_not_set=3F?=
Message-ID: <CABgOHgtRC6TT3uagNpe1WFC68X8fYMEnjezcnC8_VhnxR+QOyw@mail.gmail.com>

Hello,

Basically I want to find tickets with rt-crontool that match the following:
Queue = 'Blocks? AND Status != ?removed? AND CF.{ServerClosed} < ?now'

The problemI?m encountering, although minor, is that it lists tickets that
match that as well as tickets that have no date set whatsoever.  The
rt-crontool utility displays the date as '1970-01-01 00:00:00? when I
include CF.{ServerClosed} in the -f part of rt-crontool so I thought I?d
use that as part of the query.  I?ve tried variations on ?IS NOT NULL? as
!= ?? and != ?0? as well.  They act the same as ?IS NOT NULL?.

*This does not return the expected results which is very puzzling:*
# /opt/rt4/bin/rt ls "Queue = 'Blocks' AND Status != 'removed' AND
CF.{ServerClosed} < 'now' AND CF.{ServerClosed} IS NOT NULL" -f
'id,CF.{ServerClosed}'
*id CF.{ServerClosed}*
xx454020 1970-01-01 00:00:00
xx478114 1970-01-01 00:00:00
xx489293 1970-01-01 00:00:00
xx489299 1970-01-01 00:00:00
xx492598 1970-01-01 00:00:00
xx495471 1970-01-01 00:00:00
xx495481 1970-01-01 00:00:00
xx506972 1970-01-01 00:00:00
xx518388 1970-01-01 00:00:00
xx519494 2013-11-20 05:00:00
xx525723 1970-01-01 00:00:00
xx525730 1970-01-01 00:00:00
xx525787 1970-01-01 00:00:00
xx528536 1970-01-01 00:00:00
xx528542 1970-01-01 00:00:00
xx530465 1970-01-01 00:00:00
xx532486 1970-01-01 00:00:00
xx532492 1970-01-01 00:00:00
xx532556 1970-01-01 00:00:00
xx532595 1970-01-01 00:00:00
xx533669 1970-01-01 00:00:00

*Either does this which is even more puzzling considering the output above:*
# /opt/rt4/bin/rt ls "Queue = 'Blocks' AND Status != 'removed' AND
CF.{ServerClosed} < 'now' AND CF.{ServerClosed} != '1970-01-01 00:00:00'"
-f 'id,CF.{ServerClosed}'
*id CF.{ServerClosed}*
xx454020 1970-01-01 00:00:00
xx478114 1970-01-01 00:00:00
xx489293 1970-01-01 00:00:00
xx489299 1970-01-01 00:00:00
xx492598 1970-01-01 00:00:00
xx495471 1970-01-01 00:00:00
xx495481 1970-01-01 00:00:00
xx506972 1970-01-01 00:00:00
xx518388 1970-01-01 00:00:00
xx519494 2013-11-20 05:00:00
xx525723 1970-01-01 00:00:00
xx525730 1970-01-01 00:00:00
xx525787 1970-01-01 00:00:00
xx528536 1970-01-01 00:00:00
xx528542 1970-01-01 00:00:00
xx530465 1970-01-01 00:00:00
xx532486 1970-01-01 00:00:00
xx532492 1970-01-01 00:00:00
xx532556 1970-01-01 00:00:00
xx532595 1970-01-01 00:00:00

xx533669 1970-01-01 00:00:00

*I *can* find tickets where the value is set by doing this though:*
# /opt/rt4/bin/rt ls "Queue = 'Blocks' AND Status != 'removed' AND
CF.{ServerClosed} < 'now' AND CF.{ServerClosed} > '1970-01-01 00:00:00'" -f
'id,CF.{ServerClosed}'
*id CF.{ServerClosed}*
xx519494 2013-11-20 05:00:00

Is using > "1970-01-01 00:00:00? the only way?  Seems like that definite
value might be begging for bugs or something if somehow the unset date
equals "1970-01-01 0*5*:00:00? for some reason down the road.  I just want
to make sure I?m not setting myself up for buggy behaviour in the future.

-- 
Landon Stewart :: lstewart at iweb.com
Lead Specialist, Abuse and Security Management
Sp?cialiste principal, gestion des abus et s?curit?
http://iweb.com :: +1 (888) 909-4932
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From alexmv at bestpractical.com  Wed Nov 20 14:27:33 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 20 Nov 2013 14:27:33 -0500
Subject: [rt-users] FW: Issue upgrading to 4.2.x
In-Reply-To: <6CEF9D2F4985A542932ED99F118759D202CB207FC2@kvmsx.ci.kernersville.nc.us>
References: <6CEF9D2F4985A542932ED99F118759D202CB207FC0@kvmsx.ci.kernersville.nc.us>
	<6CEF9D2F4985A542932ED99F118759D202CB207FC1@kvmsx.ci.kernersville.nc.us>
	<1384974550.3996.26.camel@umgah.localdomain>
	<6CEF9D2F4985A542932ED99F118759D202CB207FC2@kvmsx.ci.kernersville.nc.us>
Message-ID: <1384975653.3996.37.camel@umgah.localdomain>

Please keep all replies on-list.

On Wed, 2013-11-20 at 14:10 -0500, Adam Hutchins wrote:
> I have upgraded it in the past from 3.x to 4.0.7. And I was successful
> with 4.0.7 to 4.0.18 today. It's the jump to 4.2.x that's giving me
> errors.

Did you attempt the 4.0 -> 4.2 upgrade at some earlier point?

> I'm not using any extensions at this time.

Have you ever?  RT has not, prior to RT 4.2, shipped an ObjectScrips
table, yet you are finding one -- the question is how it got there.

Please show the output of:

mysql -u root rt4 -p -e "select Content from Attributes where Name = 'UpgradeHistory'"

 - Alex



From alexmv at bestpractical.com  Wed Nov 20 14:29:04 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 20 Nov 2013 14:29:04 -0500
Subject: [rt-users]
 =?utf-8?q?What=E2=80=99s_the_correct_SQL_syntax_for_a_?=
 =?utf-8?q?date/time_custom_field_that=E2=80=99s_not_set=3F?=
In-Reply-To: <CABgOHgtRC6TT3uagNpe1WFC68X8fYMEnjezcnC8_VhnxR+QOyw@mail.gmail.com>
References: <CABgOHgtRC6TT3uagNpe1WFC68X8fYMEnjezcnC8_VhnxR+QOyw@mail.gmail.com>
Message-ID: <1384975744.3996.39.camel@umgah.localdomain>

On Wed, 2013-11-20 at 11:13 -0800, Landon Stewart wrote:

> Is using > "1970-01-01 00:00:00? the only way?

Currently, yes.

> Seems like that definite value might be begging for bugs or something
> if somehow the unset date equals "1970-01-01 05:00:00? for some reason
> down the road.  I just want to make sure I?m not setting myself up for
> buggy behaviour in the future.

That magic date is the "UNIX epoch," and will not change.
 - Alex




From AHutchins at toknc.com  Wed Nov 20 14:34:57 2013
From: AHutchins at toknc.com (Adam Hutchins)
Date: Wed, 20 Nov 2013 14:34:57 -0500
Subject: [rt-users] FW: Issue upgrading to 4.2.x
In-Reply-To: <1384975653.3996.37.camel@umgah.localdomain>
References: <6CEF9D2F4985A542932ED99F118759D202CB207FC0@kvmsx.ci.kernersville.nc.us>
	<6CEF9D2F4985A542932ED99F118759D202CB207FC1@kvmsx.ci.kernersville.nc.us>
	<1384974550.3996.26.camel@umgah.localdomain>
	<6CEF9D2F4985A542932ED99F118759D202CB207FC2@kvmsx.ci.kernersville.nc.us>
	<1384975653.3996.37.camel@umgah.localdomain>
Message-ID: <6CEF9D2F4985A542932ED99F118759D202CB207FC3@kvmsx.ci.kernersville.nc.us>

Please see my replies below.

Adam Hutchins, Systems Administrator
Town of Kernersville, NC, USA
o-336.992.5456 m-336.529.7164


-----Original Message-----
From: Alex Vandiver [mailto:alexmv at bestpractical.com]
Sent: Wednesday, November 20, 2013 2:28 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] FW: Issue upgrading to 4.2.x

Please keep all replies on-list.

On Wed, 2013-11-20 at 14:10 -0500, Adam Hutchins wrote:
> I have upgraded it in the past from 3.x to 4.0.7. And I was successful
> with 4.0.7 to 4.0.18 today. It's the jump to 4.2.x that's giving me
> errors.

Did you attempt the 4.0 -> 4.2 upgrade at some earlier point?
Not that I'm aware of.


> I'm not using any extensions at this time.

Have you ever?  RT has not, prior to RT 4.2, shipped an ObjectScrips table, yet you are finding one -- the question is how it got there.
The only "extension" I think I have used in the past was the GD library for Charts... etc...


Please show the output of:

mysql -u root rt4 -p -e "select Content from Attributes where Name = 'UpgradeHistory'"
It returns no output.

 - Alex


This email message, and any attachment(s) hereto, as well as any email message(s) that may be sent in response to it, may be considered Public Record, and as such are subject to requests for review.  If you are not the intended recipient, please destroy this message and inform the sender immediately.  The information contained in this email may be confidential and, in any event, is intended only for the use of the entity or individual to whom it is addressed.  Thank you.

From lstewart at iweb.com  Wed Nov 20 14:43:41 2013
From: lstewart at iweb.com (Landon Stewart)
Date: Wed, 20 Nov 2013 11:43:41 -0800
Subject: [rt-users]
	=?windows-1252?q?What=92s_the_correct_SQL_syntax_for_a?=
	=?windows-1252?q?_date/time_custom_field_that=92s_not_set=3F?=
In-Reply-To: <1384975744.3996.39.camel@umgah.localdomain>
References: <CABgOHgtRC6TT3uagNpe1WFC68X8fYMEnjezcnC8_VhnxR+QOyw@mail.gmail.com>
	<1384975744.3996.39.camel@umgah.localdomain>
Message-ID: <CABgOHgtgHYzmJ9zbHSMo8Oud+d0pRLWOyq5=N1zaBZa-s=XdHw@mail.gmail.com>

On 20 November 2013 11:29, Alex Vandiver <alexmv at bestpractical.com> wrote:

> On Wed, 2013-11-20 at 11:13 -0800, Landon Stewart wrote:
>
> > Is using > "1970-01-01 00:00:00? the only way?
>
> Currently, yes.
>

Ok thank you.


> > Seems like that definite value might be begging for bugs or something
> > if somehow the unset date equals "1970-01-01 05:00:00? for some reason
> > down the road.  I just want to make sure I?m not setting myself up for
> > buggy behaviour in the future.
>
> That magic date is the "UNIX epoch," and will not change.
>  - Alex
>

Oh I knew it was the Unix epoch date/time but I was concerned that maybe if
the server?s timezone changed it could somehow offset the epoch.  I guess
since that?s simply the ?display? version of null then it?s safe to use it
as a constant.

Anyway thanks again.


-- 
Landon Stewart :: lstewart at iweb.com
Lead Specialist, Abuse and Security Management
Sp?cialiste principal, gestion des abus et s?curit?
http://iweb.com :: +1 (888) 909-4932
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From alexmv at bestpractical.com  Wed Nov 20 14:45:08 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 20 Nov 2013 14:45:08 -0500
Subject: [rt-users] FW: Issue upgrading to 4.2.x
In-Reply-To: <6CEF9D2F4985A542932ED99F118759D202CB207FC3@kvmsx.ci.kernersville.nc.us>
References: <6CEF9D2F4985A542932ED99F118759D202CB207FC0@kvmsx.ci.kernersville.nc.us>
	<6CEF9D2F4985A542932ED99F118759D202CB207FC1@kvmsx.ci.kernersville.nc.us>
	<1384974550.3996.26.camel@umgah.localdomain>
	<6CEF9D2F4985A542932ED99F118759D202CB207FC2@kvmsx.ci.kernersville.nc.us>
	<1384975653.3996.37.camel@umgah.localdomain>
	<6CEF9D2F4985A542932ED99F118759D202CB207FC3@kvmsx.ci.kernersville.nc.us>
Message-ID: <1384976708.3996.41.camel@umgah.localdomain>

On Wed, 2013-11-20 at 14:34 -0500, Adam Hutchins wrote:
> > Did you attempt the 4.0 -> 4.2 upgrade at some earlier point?
> Not that I'm aware of.

That's extremely odd.  Can you show the output of:
 mysqldump -u root rt4 -p --no-data

 - Alex



From AHutchins at toknc.com  Wed Nov 20 14:46:16 2013
From: AHutchins at toknc.com (Adam Hutchins)
Date: Wed, 20 Nov 2013 14:46:16 -0500
Subject: [rt-users] FW: Issue upgrading to 4.2.x
In-Reply-To: <1384976708.3996.41.camel@umgah.localdomain>
References: <6CEF9D2F4985A542932ED99F118759D202CB207FC0@kvmsx.ci.kernersville.nc.us>
	<6CEF9D2F4985A542932ED99F118759D202CB207FC1@kvmsx.ci.kernersville.nc.us>
	<1384974550.3996.26.camel@umgah.localdomain>
	<6CEF9D2F4985A542932ED99F118759D202CB207FC2@kvmsx.ci.kernersville.nc.us>
	<1384975653.3996.37.camel@umgah.localdomain>
	<6CEF9D2F4985A542932ED99F118759D202CB207FC3@kvmsx.ci.kernersville.nc.us>
	<1384976708.3996.41.camel@umgah.localdomain>
Message-ID: <6CEF9D2F4985A542932ED99F118759D202CB207FC4@kvmsx.ci.kernersville.nc.us>

-- MySQL dump 10.13  Distrib 5.5.34, for debian-linux-gnu (x86_64)
--
-- Host: localhost    Database: rt4
-- ------------------------------------------------------
-- Server version       5.5.34-0ubuntu0.12.04.1

/*!40101 SET @OLD_CHARACTER_SET_CLIENT=@@CHARACTER_SET_CLIENT */;
/*!40101 SET @OLD_CHARACTER_SET_RESULTS=@@CHARACTER_SET_RESULTS */;
/*!40101 SET @OLD_COLLATION_CONNECTION=@@COLLATION_CONNECTION */;
/*!40101 SET NAMES utf8 */;
/*!40103 SET @OLD_TIME_ZONE=@@TIME_ZONE */;
/*!40103 SET TIME_ZONE='+00:00' */;
/*!40014 SET @OLD_UNIQUE_CHECKS=@@UNIQUE_CHECKS, UNIQUE_CHECKS=0 */;
/*!40014 SET @OLD_FOREIGN_KEY_CHECKS=@@FOREIGN_KEY_CHECKS, FOREIGN_KEY_CHECKS=0 */;
/*!40101 SET @OLD_SQL_MODE=@@SQL_MODE, SQL_MODE='NO_AUTO_VALUE_ON_ZERO' */;
/*!40111 SET @OLD_SQL_NOTES=@@SQL_NOTES, SQL_NOTES=0 */;

--
-- Table structure for table `ACL`
--

DROP TABLE IF EXISTS `ACL`;
/*!40101 SET @saved_cs_client     = @@character_set_client */;
/*!40101 SET character_set_client = utf8 */;
CREATE TABLE `ACL` (
  `id` int(11) NOT NULL AUTO_INCREMENT,
  `PrincipalType` varchar(25) CHARACTER SET ascii NOT NULL,
  `PrincipalId` int(11) NOT NULL,
  `RightName` varchar(25) CHARACTER SET ascii NOT NULL,
  `ObjectType` varchar(25) CHARACTER SET ascii NOT NULL,
  `ObjectId` int(11) NOT NULL DEFAULT '0',
  `Creator` int(11) NOT NULL DEFAULT '0',
  `Created` datetime DEFAULT NULL,
  `LastUpdatedBy` int(11) NOT NULL DEFAULT '0',
  `LastUpdated` datetime DEFAULT NULL,
  PRIMARY KEY (`id`),
  KEY `ACL1` (`RightName`,`ObjectType`,`ObjectId`,`PrincipalType`,`PrincipalId`)
) ENGINE=InnoDB AUTO_INCREMENT=474 DEFAULT CHARSET=utf8;
/*!40101 SET character_set_client = @saved_cs_client */;

--
-- Table structure for table `Articles`
--

DROP TABLE IF EXISTS `Articles`;
/*!40101 SET @saved_cs_client     = @@character_set_client */;
/*!40101 SET character_set_client = utf8 */;
CREATE TABLE `Articles` (
  `id` int(11) NOT NULL AUTO_INCREMENT,
  `Name` varchar(255) NOT NULL DEFAULT '',
  `Summary` varchar(255) NOT NULL DEFAULT '',
  `SortOrder` int(11) NOT NULL DEFAULT '0',
  `Class` int(11) NOT NULL DEFAULT '0',
  `Parent` int(11) NOT NULL DEFAULT '0',
  `URI` varchar(255) CHARACTER SET ascii DEFAULT NULL,
  `Creator` int(11) NOT NULL DEFAULT '0',
  `Created` datetime DEFAULT NULL,
  `LastUpdatedBy` int(11) NOT NULL DEFAULT '0',
  `LastUpdated` datetime DEFAULT NULL,
  PRIMARY KEY (`id`)
) ENGINE=InnoDB DEFAULT CHARSET=utf8;
/*!40101 SET character_set_client = @saved_cs_client */;

--
-- Table structure for table `Attachments`
--

DROP TABLE IF EXISTS `Attachments`;
/*!40101 SET @saved_cs_client     = @@character_set_client */;
/*!40101 SET character_set_client = utf8 */;
CREATE TABLE `Attachments` (
  `id` int(11) NOT NULL AUTO_INCREMENT,
  `TransactionId` int(11) NOT NULL,
  `Parent` int(11) NOT NULL DEFAULT '0',
  `MessageId` varchar(160) CHARACTER SET ascii DEFAULT NULL,
  `Subject` varchar(255) DEFAULT NULL,
  `Filename` varchar(255) DEFAULT NULL,
  `ContentType` varchar(80) CHARACTER SET ascii DEFAULT NULL,
  `ContentEncoding` varchar(80) CHARACTER SET ascii DEFAULT NULL,
  `Content` longblob,
  `Headers` longtext,
  `Creator` int(11) NOT NULL DEFAULT '0',
  `Created` datetime DEFAULT NULL,
  PRIMARY KEY (`id`),
  KEY `Attachments2` (`TransactionId`),
  KEY `Attachments3` (`Parent`,`TransactionId`)
) ENGINE=InnoDB AUTO_INCREMENT=81867 DEFAULT CHARSET=utf8;
/*!40101 SET character_set_client = @saved_cs_client */;

--
-- Table structure for table `Attributes`
--

DROP TABLE IF EXISTS `Attributes`;
/*!40101 SET @saved_cs_client     = @@character_set_client */;
/*!40101 SET character_set_client = utf8 */;
CREATE TABLE `Attributes` (
  `id` int(11) NOT NULL AUTO_INCREMENT,
  `Name` varchar(255) DEFAULT NULL,
  `Description` varchar(255) DEFAULT NULL,
  `Content` longblob,
  `ContentType` varchar(16) CHARACTER SET ascii DEFAULT NULL,
  `ObjectType` varchar(64) CHARACTER SET ascii DEFAULT NULL,
  `ObjectId` int(11) DEFAULT NULL,
  `Creator` int(11) NOT NULL DEFAULT '0',
  `Created` datetime DEFAULT NULL,
  `LastUpdatedBy` int(11) NOT NULL DEFAULT '0',
  `LastUpdated` datetime DEFAULT NULL,
  PRIMARY KEY (`id`),
  KEY `Attributes1` (`Name`),
  KEY `Attributes2` (`ObjectType`,`ObjectId`)
) ENGINE=InnoDB AUTO_INCREMENT=24267 DEFAULT CHARSET=utf8;
/*!40101 SET character_set_client = @saved_cs_client */;

--
-- Table structure for table `CachedGroupMembers`
--

DROP TABLE IF EXISTS `CachedGroupMembers`;
/*!40101 SET @saved_cs_client     = @@character_set_client */;
/*!40101 SET character_set_client = utf8 */;
CREATE TABLE `CachedGroupMembers` (
  `id` int(11) NOT NULL AUTO_INCREMENT,
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  `a_session` longblob,
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  PRIMARY KEY (`id`)
) ENGINE=InnoDB DEFAULT CHARSET=ascii;
/*!40101 SET character_set_client = @saved_cs_client */;
/*!40103 SET TIME_ZONE=@OLD_TIME_ZONE */;

/*!40101 SET SQL_MODE=@OLD_SQL_MODE */;
/*!40014 SET FOREIGN_KEY_CHECKS=@OLD_FOREIGN_KEY_CHECKS */;
/*!40014 SET UNIQUE_CHECKS=@OLD_UNIQUE_CHECKS */;
/*!40101 SET CHARACTER_SET_CLIENT=@OLD_CHARACTER_SET_CLIENT */;
/*!40101 SET CHARACTER_SET_RESULTS=@OLD_CHARACTER_SET_RESULTS */;
/*!40101 SET COLLATION_CONNECTION=@OLD_COLLATION_CONNECTION */;
/*!40111 SET SQL_NOTES=@OLD_SQL_NOTES */;

-- Dump completed on 2013-11-20 14:45:47

Adam Hutchins, Systems Administrator
Town of Kernersville, NC, USA
o-336.992.5456 m-336.529.7164


-----Original Message-----
From: Alex Vandiver [mailto:alexmv at bestpractical.com]
Sent: Wednesday, November 20, 2013 2:45 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] FW: Issue upgrading to 4.2.x

On Wed, 2013-11-20 at 14:34 -0500, Adam Hutchins wrote:
> > Did you attempt the 4.0 -> 4.2 upgrade at some earlier point?
> Not that I'm aware of.

That's extremely odd.  Can you show the output of:
 mysqldump -u root rt4 -p --no-data

 - Alex


This email message, and any attachment(s) hereto, as well as any email message(s) that may be sent in response to it, may be considered Public Record, and as such are subject to requests for review.  If you are not the intended recipient, please destroy this message and inform the sender immediately.  The information contained in this email may be confidential and, in any event, is intended only for the use of the entity or individual to whom it is addressed.  Thank you.

From alexmv at bestpractical.com  Wed Nov 20 15:05:08 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 20 Nov 2013 15:05:08 -0500
Subject: [rt-users] FW: Issue upgrading to 4.2.x
In-Reply-To: <6CEF9D2F4985A542932ED99F118759D202CB207FC4@kvmsx.ci.kernersville.nc.us>
References: <6CEF9D2F4985A542932ED99F118759D202CB207FC0@kvmsx.ci.kernersville.nc.us>
	<6CEF9D2F4985A542932ED99F118759D202CB207FC1@kvmsx.ci.kernersville.nc.us>
	<1384974550.3996.26.camel@umgah.localdomain>
	<6CEF9D2F4985A542932ED99F118759D202CB207FC2@kvmsx.ci.kernersville.nc.us>
	<1384975653.3996.37.camel@umgah.localdomain>
	<6CEF9D2F4985A542932ED99F118759D202CB207FC3@kvmsx.ci.kernersville.nc.us>
	<1384976708.3996.41.camel@umgah.localdomain>
	<6CEF9D2F4985A542932ED99F118759D202CB207FC4@kvmsx.ci.kernersville.nc.us>
Message-ID: <1384977908.3996.47.camel@umgah.localdomain>

On Wed, 2013-11-20 at 14:46 -0500, Adam Hutchins wrote:
> On Wed, 2013-11-20 at 14:34 -0500, Adam Hutchins wrote:
> > > Did you attempt the 4.0 -> 4.2 upgrade at some earlier point?
> > Not that I'm aware of.
> 
> That's extremely odd.  Can you show the output of:
>  mysqldump -u root rt4 -p --no-data

This dump confirms that you either ran 'make initdb', or did a test
upgrade, and did not drop the database before re-importing your backup.
This results in some 4.2 tables still existing, with 4.0 schemas and
data in the remainder of the database.

Running:

  mysql -u root -p rt4 -e 'drop table ObjectScrips'

...should suffice to remove the extraneous table, and allow 'make
upgrade-database' to complete.

 - Alex



From AHutchins at toknc.com  Wed Nov 20 16:23:43 2013
From: AHutchins at toknc.com (Adam Hutchins)
Date: Wed, 20 Nov 2013 16:23:43 -0500
Subject: [rt-users] FW: Issue upgrading to 4.2.x
In-Reply-To: <1384977908.3996.47.camel@umgah.localdomain>
References: <6CEF9D2F4985A542932ED99F118759D202CB207FC0@kvmsx.ci.kernersville.nc.us>
	<6CEF9D2F4985A542932ED99F118759D202CB207FC1@kvmsx.ci.kernersville.nc.us>
	<1384974550.3996.26.camel@umgah.localdomain>
	<6CEF9D2F4985A542932ED99F118759D202CB207FC2@kvmsx.ci.kernersville.nc.us>
	<1384975653.3996.37.camel@umgah.localdomain>
	<6CEF9D2F4985A542932ED99F118759D202CB207FC3@kvmsx.ci.kernersville.nc.us>
	<1384976708.3996.41.camel@umgah.localdomain>
	<6CEF9D2F4985A542932ED99F118759D202CB207FC4@kvmsx.ci.kernersville.nc.us>
	<1384977908.3996.47.camel@umgah.localdomain>
Message-ID: <6CEF9D2F4985A542932ED99F118759D202CB207FC6@kvmsx.ci.kernersville.nc.us>

That worked! Thank you very much for your help!

Adam Hutchins, Systems Administrator
Town of Kernersville, NC, USA
o-336.992.5456 m-336.529.7164


-----Original Message-----
From: Alex Vandiver [mailto:alexmv at bestpractical.com]
Sent: Wednesday, November 20, 2013 3:05 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] FW: Issue upgrading to 4.2.x

On Wed, 2013-11-20 at 14:46 -0500, Adam Hutchins wrote:
> On Wed, 2013-11-20 at 14:34 -0500, Adam Hutchins wrote:
> > > Did you attempt the 4.0 -> 4.2 upgrade at some earlier point?
> > Not that I'm aware of.
>
> That's extremely odd.  Can you show the output of:
>  mysqldump -u root rt4 -p --no-data

This dump confirms that you either ran 'make initdb', or did a test upgrade, and did not drop the database before re-importing your backup.
This results in some 4.2 tables still existing, with 4.0 schemas and data in the remainder of the database.

Running:

  mysql -u root -p rt4 -e 'drop table ObjectScrips'

...should suffice to remove the extraneous table, and allow 'make upgrade-database' to complete.

 - Alex


This email message, and any attachment(s) hereto, as well as any email message(s) that may be sent in response to it, may be considered Public Record, and as such are subject to requests for review.  If you are not the intended recipient, please destroy this message and inform the sender immediately.  The information contained in this email may be confidential and, in any event, is intended only for the use of the entity or individual to whom it is addressed.  Thank you.

From kjcsb at xnet.co.nz  Thu Nov 21 02:19:19 2013
From: kjcsb at xnet.co.nz (kjcsb)
Date: Thu, 21 Nov 2013 20:19:19 +1300
Subject: [rt-users] Tracking the currently assigned worker
Message-ID: <024b01cee689$ff20c9d0$fd625d70$@xnet.co.nz>

We would like to track who is currently assigned to work on the ticket. This
is neither the owner nor the requestor. 

My solution was to add another type of watcher, something like "Worker". Is
this a sensible solution and if so how do I achieve that?



From Thomas.Lau at principleone.com  Thu Nov 21 05:05:18 2013
From: Thomas.Lau at principleone.com (Thomas Lau)
Date: Thu, 21 Nov 2013 10:05:18 +0000
Subject: [rt-users] customfield error: date
Message-ID: <8BFBF14CE1F57C46A863FE2E8F367A8975034602@p1hkdcwx04.hk.principleone.com>

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From oriol.soriano at capside.com  Thu Nov 21 05:37:05 2013
From: oriol.soriano at capside.com (Oriol Soriano)
Date: Thu, 21 Nov 2013 10:37:05 +0000
Subject: [rt-users] Prevent correspond/comment on resolved tickets
Message-ID: <77a3f9ba7a1b4e58ac46f8b39b5e917b@DB3PR06MB138.eurprd06.prod.outlook.com>

Hi everyone  - first email to the list! - ,


Context:
RT version is 4.0.4.

My use case is fairly simple & common; I've added a 'done' state to ticket lifecycle and among other needs:

1.        I want to make 'resolved' tickets unable to transition to any other state than 'done' (prevent reopening 'resolved' tickets). (this is done)

2.       I want to prevent our users to interact - comment/reply - with tickets in state 'resolved'.  (here come the problems..)

With a little bit of research and trial&error I managed to accomplish the first requirement. I realized I don't even need to disable the scrip 'on Correspond reopen' if I define the Lifecycles properly at RT_SiteConfig.pm.


Problem:
Im currently struggling with the requirement that, at first glance, looked more simple and straightforward to me:   If a ticket is in state 'resolved' I want to disable the possibility of doing interactions with it (ie: not allow any correnspond nor comment).

Yes, I could edit the code at RT/Ticket::Correspond.. but that's not what I want to do.
And yes, I could create a scrip that intercepts transactions on 'resolved' tickets, but Im sure there's more elegant (and maintainable) solutions.

Of course, I'd notify our users that they are trying to interact with a resolved ticket, and that what they should do is open a new request. I already got a scrip for that.

Any help/guidance would be more than appreciated; I thought it'd be a common config, but I've gone through RT mail list archives and couldn't find how to.


Thanks in advance,
Oriol Soriano.







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From b.maciejewski at agriplus.pl  Thu Nov 21 06:56:19 2013
From: b.maciejewski at agriplus.pl (Bartosz Maciejewski)
Date: Thu, 21 Nov 2013 12:56:19 +0100
Subject: [rt-users] How to use Requestor user in scrip?
Message-ID: <528DF4E3.4020800@agriplus.pl>

Hi,

I'm trying to get scrip that on status change set owner to requestor.

I used AutoSetOwner http://requesttracker.wikia.com/wiki/AutoSetOwner 
scrip and modified a little.

It looks like this now:

my $Actor = $self->TicketObj->RequestorAddresses;
$RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to 
user #". $Actor );
my ($status, $msg) = $self->TicketObj->SetOwner( $Actor );
unless( $status ) {
   $RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" );
   return undef;
}
return 1;

But here is tricky part for me - how to get real Requestor username 
instead od its email address? Putting Requestor or Requestors end with 
error:

  Scrip 14 Commit failed: RT::Ticket::Requestor Unimplemented in 
RT::Action::UserDefined. ((eval 528) line 1)

With RequestorAddresses is almost working but...:

[Thu Nov 21 10:42:19 2013] [info]: Auto assign ticket #77 to user 
#Bartosz.Maciejewski at maildomain.pl ((eval 497):2)
[Thu Nov 21 10:42:19 2013] [error]: Impossible to assign the ticket to 
Bartosz.Maciejewski at maildomain.pl: That user does not exist ((eval 497):5)

And to have whole scope - my username in this RT is *bmaciejewski*, and 
this is exactly what I want to have under $Actor - there this scrip 
should work.

[Thu Nov 21 10:44:47 2013] [info]: Ticket 78 created in queue 
'MO.Uzdatnianie.Wody' by *bmaciejewsk**i* 
(/opt/rt4/sbin/../lib/RT/Ticket.pm:694



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From alexmv at bestpractical.com  Thu Nov 21 10:00:21 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 21 Nov 2013 10:00:21 -0500
Subject: [rt-users] customfield error: date
In-Reply-To: <8BFBF14CE1F57C46A863FE2E8F367A8975034602@p1hkdcwx04.hk.principleone.com>
References: <8BFBF14CE1F57C46A863FE2E8F367A8975034602@p1hkdcwx04.hk.principleone.com>
Message-ID: <1385046021.3996.84.camel@umgah.localdomain>

On Thu, 2013-11-21 at 10:05 +0000, Thomas Lau wrote:
> [critical]: Unknown CustomField type: Date
> (/opt/rt4/share/html/Elements/BulkCustomFields:81)
>
> Does anyone have idea what's wrong with CustomField after upgrade from
> 4.0.13 to 4.2.0?

Nothing.  This warning is produced by the bulk update page, which
doesn't support bulk update of "Date" custom fields.  Neither 4.0 nor
4.2 do.  The severity of the error should likely be decreased, however.
 - Alex



From alexmv at bestpractical.com  Thu Nov 21 10:06:47 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 21 Nov 2013 10:06:47 -0500
Subject: [rt-users] How to use Requestor user in scrip?
In-Reply-To: <528DF4E3.4020800@agriplus.pl>
References: <528DF4E3.4020800@agriplus.pl>
Message-ID: <1385046407.3996.88.camel@umgah.localdomain>

On Thu, 2013-11-21 at 12:56 +0100, Bartosz Maciejewski wrote:
> I'm trying to get scrip that on status change set owner to requestor.

Remember that Requestors may be a list of users; it may also be empty.
Which do you intend to set the Owner to?  For instance, to simply set it
to the first requestor:

        # This will set $Actor to a user object
        my $Actor = $self->TicketObj->Requestors->First;
        
        # Stop if no requestors
        return unless $Actor;

You can then call ->Name or ->id on $Actor as you please.
 - Alex



From alexmv at bestpractical.com  Thu Nov 21 16:17:57 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 21 Nov 2013 16:17:57 -0500
Subject: [rt-users] Question about Requestors in RT
In-Reply-To: <528E6CE2.1010401@agriplus.pl>
References: <528E6CE2.1010401@agriplus.pl>
Message-ID: <1385068677.3996.117.camel@umgah.localdomain>

On Thu, 2013-11-21 at 21:28 +0100, Bartosz Maciejewski wrote:
> Hi, Sorry for bother You on private, but I don't get mails from
> mailing list, only digest came.

Then ask to be Cc'd -- please do not simply email directly.  Keeping the
correspondence on-list means that everyone and the archives will see the
correction, below.

> Thank You for Your solution, but it won't work, error I get with 
> 
> my $Actor = $self->TicketObj->Requestors->First;
> 
> is 
> [Thu Nov 21 20:11:11 2013] [error]: Scrip 14 Commit failed:
> RT::Group::First Unimplemented in RT::Action::UserDefined. ((eval 535)
> line 1)

Sorry, braino on my part:

  $self->TicketObj->Requestors->UserMembersObj->First;

 - Alex



From jc.listmail at gmail.com  Thu Nov 21 18:20:19 2013
From: jc.listmail at gmail.com (Jay Christopherson)
Date: Thu, 21 Nov 2013 15:20:19 -0800
Subject: [rt-users] RT loses MySQL connection
Message-ID: <CAFwM5Hw6a-TiKZhpPaoVhnqcHk-zxESQXeVWLNPN6dyJvr_9Gg@mail.gmail.com>

I just installed a new instance of RT (4.2.1).  I've been using RT for
quite a long time now, through a lot of different versions, but this is a
new issue for me.

Everything starts up fine, but after about 10 minutes or so, it loses
connection to MySQL.  It can only be recovered by resarting the web server.
 It's not limited to any particular functionality - I can be doing anything
and the next click will serve up the issue.

It's always the same error in the logs, no matter what I was doing in the
web interface when it occurred:

*[6876] [Thu Nov 21 23:12:06 2013] [warning]: DBI
connect('dbname=rt4;host=localhost;port=3306','rt_user',...) failed: Can't
connect to local MySQL server through socket '' (2) at
/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 105.
(/usr/local/share/perl5/Carp.pm:168)*

The socket is at /var/lib/mysql/mysql.sock.

Below is a really long stack trace from the web interface that may or may
not be useful.  I've tried setting MYSQL_UNIX_PORT in RT_SiteConfig.pm,
moving it to /tmp, etc... but it just seems to transition from working fine
to broken for no apparent reason.

Thanks!
Jay


Error trace

Connect Failed Can't connect to local MySQL server through socket '
' (2)
 at /var/opt/rt-4.2.1/sbin/../lib/RT.pm line 210.
 at /usr/local/share/perl5/Carp.pm line 166


   1. in Carp::croak at /usr/local/share/perl5/Carp.pm line 166

     163:     shortmess_heavy(@_);
     164: }
     165: *  166: sub croak   { die shortmess @_ }
   *  167: sub confess { die longmess @_ }
     168: sub carp    { warn shortmess @_ }
     169: sub cluck   { warn longmess @_ }

   Show function arguments
   2. in DBIx::SearchBuilder::Handle::Connect at
   /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 105

     102:     # Only connect if we're not connected to this source already
     103:     return undef if $self->dbh && $self->dbh->ping &&
$new_dsn eq $old_dsn;
     104: *  105:     my $handle = DBI->connect(
   *  106:         $new_dsn, $args{'User'}, $args{'Password'}
     107:     ) or croak "Connect Failed $DBI::errstr\n";
     108:

   Show function arguments
   3. in RT::Handle::Connect at /var/opt/rt-4.2.1/sbin/../lib/RT/Handle.pm
   line 124

     121:     }
     122:
     123:     $self->SUPER::Connect(*  124:         User =>
RT->Config->Get('DatabaseUser'),
   *  125:         Password => RT->Config->Get('DatabasePassword'),
     126:         DisconnectHandleOnDestroy => 1,
     127:         %args,

   Show function arguments
   4. in RT::ConnectToDatabase at /var/opt/rt-4.2.1/sbin/../lib/RT.pm line
   210

     207: sub ConnectToDatabase {
     208:     require RT::Handle;
     209:     $Handle = RT::Handle->new unless $Handle;*  210:
$Handle->Connect;
   *  211:     return $Handle;
     212: }
     213:

   5. in RT::Interface::Web::Handler::__ANON__ at
   /var/opt/rt-4.2.1/sbin/../lib/RT/Interface/Web/Handler.pm line 278

     275:             return $self->_psgi_response_cb( $res->finalize ) if $res;
     276:         }
     277: *  278:         RT::ConnectToDatabase() unless RT->InstallMode;
   *  279:
     280:         my $req = Plack::Request->new($env);
     281:

   Show function arguments
   6. in Plack::Middleware::Static::call at
   /usr/local/share/perl5/Plack/Middleware/Static.pm line 18

      15:         return $res;
      16:     }
      17: *   18:     return $self->app->($env);
   *   19: }
      20:
      21: sub _handle_static {

   Show function arguments
   7. in Plack::Component::__ANON__ at
   /usr/local/share/perl5/Plack/Component.pm line 50

      47: sub to_app {
      48:     my $self = shift;
      49:     $self->prepare_app;*   50:     return sub { $self->call(@_) };
   *   51: }
      52:
      53:

   Show function arguments
   8. in Plack::Middleware::Static::call at
   /usr/local/share/perl5/Plack/Middleware/Static.pm line 18

      15:         return $res;
      16:     }
      17: *   18:     return $self->app->($env);
   *   19: }
      20:
      21: sub _handle_static {

   Show function arguments
   9. in Plack::Component::__ANON__ at
   /usr/local/share/perl5/Plack/Component.pm line 50

      47: sub to_app {
      48:     my $self = shift;
      49:     $self->prepare_app;*   50:     return sub { $self->call(@_) };
   *   51: }
      52:
      53:

   Show function arguments
   10. in Plack::Middleware::Lint::call at
   /usr/local/share/perl5/Plack/Middleware/Lint.pm line 24

      21:     my $env = shift;
      22:
      23:     $self->validate_env($env);*   24:     my $res =
$self->app->($env);
   *   25:     return $self->validate_res($res);
      26: }
      27:

   Show function arguments
   11. in Plack::Middleware::StackTrace::__ANON__ at
   /usr/local/share/perl5/Plack/Component.pm line 50

      47: sub to_app {
      48:     my $self = shift;
      49:     $self->prepare_app;*   50:     return sub { $self->call(@_) };
   *   51: }
      52:
      53:

   12. in (eval) at /usr/local/share/perl5/Try/Tiny.pm line 78

      75:     $@ = $prev_error;
      76:
      77:     # evaluate the try block in the correct context*   78:
  if ( $wantarray ) {
   *   79:       @ret = $try->();
      80:     } elsif ( defined $wantarray ) {
      81:       $ret[0] = $try->();

   13. in Plack::Middleware::StackTrace::call at
   /usr/local/share/perl5/Try/Tiny.pm line 74

      71:
      72:   # failed will be true if the eval dies, because 1 will not
be returned
      73:   # from the eval body*   74:   my $failed = not eval {
   *   75:     $@ = $prev_error;
      76:
      77:     # evaluate the try block in the correct context

   Show function arguments
   14. in Plack::Component::__ANON__ at
   /usr/local/share/perl5/Plack/Component.pm line 50

      47: sub to_app {
      48:     my $self = shift;
      49:     $self->prepare_app;*   50:     return sub { $self->call(@_) };
   *   51: }
      52:
      53:

   Show function arguments
   15. in Plack::Middleware::AccessLog::call at
   /usr/local/share/perl5/Plack/Middleware/AccessLog.pm line 24

      21:     my $self = shift;
      22:     my($env) = @_;
      23: *   24:     my $res = $self->app->($env);
   *   25:
      26:     if ( ref($res) && ref($res) eq 'ARRAY' ) {
      27:         my $content_length = Plack::Util::content_length($res->[2]);

   Show function arguments
   16. in Plack::Component::__ANON__ at
   /usr/local/share/perl5/Plack/Component.pm line 50

      47: sub to_app {
      48:     my $self = shift;
      49:     $self->prepare_app;*   50:     return sub { $self->call(@_) };
   *   51: }
      52:
      53:

   Show function arguments
   17. in (eval) at /usr/local/share/perl5/Plack/Util.pm line 142

     139: sub run_app($$) {
     140:     my($app, $env) = @_;
     141: *  142:     return eval { $app->($env) } || do {
   *  143:         my $body = "Internal Server Error";
     144:         $env->{'psgi.errors'}->print($@);
     145:         [ 500, [ 'Content-Type' => 'text/plain',
'Content-Length' => length($body) ], [ $body ] ];

   18. in Plack::Util::run_app at /usr/local/share/perl5/Plack/Util.pm line
   142

     139: sub run_app($$) {
     140:     my($app, $env) = @_;
     141: *  142:     return eval { $app->($env) } || do {
   *  143:         my $body = "Internal Server Error";
     144:         $env->{'psgi.errors'}->print($@);
     145:         [ 500, [ 'Content-Type' => 'text/plain',
'Content-Length' => length($body) ], [ $body ] ];

   Show function arguments
   19. in Plack::Handler::FCGI::run at
   /usr/local/share/perl5/Plack/Handler/FCGI.pm line 134

     131:             $env->{HTTP_AUTHORIZATION} = $HTTP_AUTHORIZATION;
     132:         }
     133: *  134:         my $res = Plack::Util::run_app $app, $env;
   *  135:
     136:         if (ref $res eq 'ARRAY') {
     137:             $self->_handle_response($res);

   Show function arguments
   20. in Plack::Loader::run at /usr/local/share/perl5/Plack/Loader.pm line
   84

      81:
      82: sub run {
      83:     my($self, $server, $builder) = @_;*   84:
$server->run($self->{app});
   *   85: }
      86:
      87: 1;

   Show function arguments
   21. in Plack::Runner::run at /usr/local/share/perl5/Plack/Runner.pm line
   277

     274:     $loader->preload_app($app);
     275:
     276:     my $server = $self->load_server($loader);*  277:
$loader->run($server);
   *  278: }
     279:
     280: 1;

   Show function arguments
   22. at /usr/local/bin/plackup line 10

       7:
       8: my $runner = Plack::Runner->new;
       9: $runner->parse_options(@ARGV);*   10: $runner->run;
   *   11:
      12: __END__
      13:
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From alexmv at bestpractical.com  Thu Nov 21 21:02:07 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 21 Nov 2013 21:02:07 -0500
Subject: [rt-users] RT loses MySQL connection
In-Reply-To: <CAFwM5Hw6a-TiKZhpPaoVhnqcHk-zxESQXeVWLNPN6dyJvr_9Gg@mail.gmail.com>
References: <CAFwM5Hw6a-TiKZhpPaoVhnqcHk-zxESQXeVWLNPN6dyJvr_9Gg@mail.gmail.com>
Message-ID: <1385085727.3996.130.camel@umgah.localdomain>

On Thu, 2013-11-21 at 15:20 -0800, Jay Christopherson wrote:
> I just installed a new instance of RT (4.2.1).  I've been using RT for
> quite a long time now, through a lot of different versions, but this
> is a new issue for me.

Is there anything of note in the mysql logs?
 - Alex




From jc.listmail at gmail.com  Thu Nov 21 21:05:23 2013
From: jc.listmail at gmail.com (Jay Christopherson)
Date: Thu, 21 Nov 2013 18:05:23 -0800
Subject: [rt-users] RT loses MySQL connection
In-Reply-To: <1385085727.3996.130.camel@umgah.localdomain>
References: <CAFwM5Hw6a-TiKZhpPaoVhnqcHk-zxESQXeVWLNPN6dyJvr_9Gg@mail.gmail.com>
	<1385085727.3996.130.camel@umgah.localdomain>
Message-ID: <CAFwM5HyPQig3s5rpC-HLWLDZeQoTAHWTB4x25uzd1Ok3C0XurA@mail.gmail.com>

No, no entries beyond the startup messages.  I thought maybe there would be
some connection errors (a flush-hosts situation or something), but nothing.


On Thu, Nov 21, 2013 at 6:02 PM, Alex Vandiver <alexmv at bestpractical.com>wrote:

> On Thu, 2013-11-21 at 15:20 -0800, Jay Christopherson wrote:
> > I just installed a new instance of RT (4.2.1).  I've been using RT for
> > quite a long time now, through a lot of different versions, but this
> > is a new issue for me.
>
> Is there anything of note in the mysql logs?
>  - Alex
>
>
>
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From alexmv at bestpractical.com  Fri Nov 22 01:12:40 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Fri, 22 Nov 2013 01:12:40 -0500
Subject: [rt-users] RT loses MySQL connection
In-Reply-To: <CAFwM5HyPQig3s5rpC-HLWLDZeQoTAHWTB4x25uzd1Ok3C0XurA@mail.gmail.com>
References: <CAFwM5Hw6a-TiKZhpPaoVhnqcHk-zxESQXeVWLNPN6dyJvr_9Gg@mail.gmail.com>
	<1385085727.3996.130.camel@umgah.localdomain>
	<CAFwM5HyPQig3s5rpC-HLWLDZeQoTAHWTB4x25uzd1Ok3C0XurA@mail.gmail.com>
Message-ID: <1385100760.3996.132.camel@umgah.localdomain>

On Thu, 2013-11-21 at 18:05 -0800, Jay Christopherson wrote:
> No, no entries beyond the startup messages.  I thought maybe there
> would be some connection errors (a flush-hosts situation or
> something), but nothing.

That's odd.  Can you show your my.cnf, webserver configuration, and
RT_SiteConfig.pm ?  Is this under SELinux, or anything else that might
muck about with sockets?
 - Alex




From pape at drdpc.de  Fri Nov 22 03:28:41 2013
From: pape at drdpc.de (Dr. Dirk Pape)
Date: Fri, 22 Nov 2013 09:28:41 +0100
Subject: [rt-users] Update to RT 4.2.1 -> JSON error after login
Message-ID: <AA40F24F-0DDE-478B-9914-6C027BB4DB90@drdpc.de>

Hello,

I updated my RT test server to 4.2.1 (from 4.2.0) and after
 - stopping apache
 - clearing caches
 - starting apache

I see the login page, but when I login RT signals an internal error.

In the Log:
> [13817] [Fri Nov 22 08:17:15 2013] [error]: encountered object '1', but neither allow_blessed, convert_blessed nor allow_tags settings are enabled (or TO_JSON/FREEZE method missing) at /usr/local/share/perl/5.10.1/JSON.pm line 154.
> 
> Stack:
>   [/usr/local/share/perl/5.10.1/JSON.pm:154]
>   [/var/www/vhosts/server.drdpc.de/rt-test/sbin/../lib/RT/Interface/Web.pm:196]
>   [/var/www/vhosts/server.drdpc.de/rt-test/sbin/../lib/RT/Interface/Web.pm:3890]
>   [/var/www/vhosts/server.drdpc.de/rt-test/share/html/Elements/JavascriptConfig:79]
>   [/var/www/vhosts/server.drdpc.de/rt-test/share/html/Elements/HeaderJavascript:48]
>   [/var/www/vhosts/server.drdpc.de/rt-test/share/html/Elements/Header:79]
>   [/var/www/vhosts/server.drdpc.de/rt-test/share/html/index.html:4]
>   [/var/www/vhosts/server.drdpc.de/rt-test/sbin/../lib/RT/Interface/Web.pm:680]
>   [/var/www/vhosts/server.drdpc.de/rt-test/sbin/../lib/RT/Interface/Web.pm:368]
>   [/var/www/vhosts/server.drdpc.de/rt-test/share/html/autohandler:53] (/var/www/vhosts/server.drdpc.de/rt-test/sbin/../lib/RT/Interface/Web/Handler.pm:211)


apache-conf is mod_perl2 with a preloaded rt-server parent process for the virtual host
Extensions installed and loaded: 

> Set( @Plugins,(qw(RT::Extension::MergeUsers RT::Extension::ResetPassword)) );
> Set( @MailPlugins, 'Auth::MailFrom', 'Auth::Crypt' );


I already tried:
 - using another browser (emptying and disabling caches in browser)
 - update Perl-module JSON to latest version
 - update Mason to latest version

My produtive RT (4.2.0) is still running even after apache restart with the same perl instance.
I dare not cleaning caches though. 

Help is really appreciated.

Dirk 

From bessi.andrea at hotmail.it  Fri Nov 22 04:04:33 2013
From: bessi.andrea at hotmail.it (andrea)
Date: Fri, 22 Nov 2013 09:04:33 -0000
Subject: [rt-users] Steal ticket using REST interface
Message-ID: <DUB126-DS2AF72AC301973C9685C5DEEE00@phx.gbl>

Hi,

 

i'm a user of RT, ad i found an old post that you written about a problem in
RT: the steal of a ticket via REAT interface. 

Now, i have the same problem: i must connect to RT installation using a REST
(in java) to reassign ticket, an this operation sometime implies  first the
steal of the same ticket that i wont reassign.

 

I'm writing for asking  if you have found a solution.

 

Tanks! And sorry for my english.. 

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From oriol.soriano at capside.com  Fri Nov 22 04:55:31 2013
From: oriol.soriano at capside.com (Oriol Soriano)
Date: Fri, 22 Nov 2013 09:55:31 +0000
Subject: [rt-users] Edit transaction content at scrip action
Message-ID: <750479d20252449f9f9a865b1e05f282@DB3PR06MB138.eurprd06.prod.outlook.com>

Hi,


Im currently trying to get a scrip running that, on certaing cases (depending on a custom condition) would prepend a message to the transaction content. Is this possible?

I mean something like (at Scrip user defined action):


my $transaction = $self->TransactionObj;

my $ticket          = $self->TicketObj;

$transaction->ContentObj->SetContent("blablabla".$transaction->ContentObj->Content);



Thanks in advance!

Oriol Soriano.

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From oriol.soriano at capside.com  Fri Nov 22 05:10:11 2013
From: oriol.soriano at capside.com (Oriol Soriano)
Date: Fri, 22 Nov 2013 10:10:11 +0000
Subject: [rt-users] Edit transaction content at scrip action
In-Reply-To: <750479d20252449f9f9a865b1e05f282@DB3PR06MB138.eurprd06.prod.outlook.com>
References: <750479d20252449f9f9a865b1e05f282@DB3PR06MB138.eurprd06.prod.outlook.com>
Message-ID: <95392415d2a7489abcfe06e9c25419f4@DB3PR06MB138.eurprd06.prod.outlook.com>

After a while playing with it and going though lines of code, I found the solution. If it may help anyone, this is the corrent syntax:

$self->TransactionObj->ContentObj->__Set( Field => 'Content', Value => 'blabla');


Oriol Soriano Vila
Software Engineer
[Descripci?n: Descripci?n: Description: Descripci?n: Descripci?n: logo2011]<http://capside.com/>

E-mail:

oriol.soriano at capside.com<mailto:oriol.soriano at capside.com>





Telf.:

902 877 803 (from Spain)


+34 934 266 731 (International)


________________________________
This e-mail contains proprietary information some or all of which may be legally privileged. It is for the intended recipient only. If an addressing or transmission error has misdirected this e-mail, please notify the author by replying to this e-mail and then delete the email. If you are not the intended recipient you must not use, disclose, distribute, copy, print or rely on this e-mail. According to Spanish law LOPD 15/1999, 13/12, and its regulation on 1/1996, date March 1st 2008, we inform you that personal data facilitated by you in this message is subject to be included in our automated records managed by CAPSiDE SL. You can access this data and request its modification or deletion by written request to CAPSiDE SL, Pla?a de Catalunya 1, 3D, 08002 BARCELONA Spain.




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From oriol.soriano at capside.com  Fri Nov 22 05:17:00 2013
From: oriol.soriano at capside.com (oriolsoriano)
Date: Fri, 22 Nov 2013 02:17:00 -0800 (PST)
Subject: [rt-users] Set Content via Scrip
In-Reply-To: <1385115420971-43404.post@n7.nabble.com>
References: <1385115420971-43404.post@n7.nabble.com>
Message-ID: <1385115420778-55894.post@n7.nabble.com>

Hi,

Just ran into the same problem that you did and, after finding out your
question was still unanswered, got it working.
Although its been a while, if this might still be useful for you, this is
the syntax you were looking for:

$self->TransactionObj->ContentObj->__Set( Field => 'Content', Value =>
'blabla');



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Set-Content-via-Scrip-tp43404p55894.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From pape at drdpc.de  Fri Nov 22 05:19:51 2013
From: pape at drdpc.de (Dr. Dirk Pape)
Date: Fri, 22 Nov 2013 11:19:51 +0100
Subject: [rt-users] Update to RT 4.2.1 -> JSON error after login
In-Reply-To: <AA40F24F-0DDE-478B-9914-6C027BB4DB90@drdpc.de>
References: <AA40F24F-0DDE-478B-9914-6C027BB4DB90@drdpc.de>
Message-ID: <9695C408-4877-4D5F-ADF0-1087C68B6B16@drdpc.de>

Hello,

with some testing I found a workaround for which I don't know, if it is a bug fix.
I found, if I patch html/Elements/JavascriptConfig the following way, my server lets me in without error.
strange enough my productive server has the same file which is working fine there.

I would appreciate, if anybody can explain me what is happening.

Dirk

> --- html/Elements/JavascriptConfig.orig 2013-11-22 11:13:20.000000000 +0100
> +++ html/Elements/JavascriptConfig      2013-11-22 11:13:09.000000000 +0100
> @@ -56,7 +56,7 @@
>        for qw(id Name EmailAddress RealName);
>  
>      $CurrentUser->{Privileged} = $session{CurrentUser}->Privileged
> -        ? JSON::true : JSON::false;
> +        ? 0 : 1;
>  
>      $Config->{WebHomePath} = RT->Config->Get("WebPath")
>          . (!$session{CurrentUser}->Privileged ? "/SelfService" : "");



Am 22.11.2013 um 09:28 schrieb Dr. Dirk Pape <pape at drdpc.de>:

> In the Log:
>> [13817] [Fri Nov 22 08:17:15 2013] [error]: encountered object '1', but neither allow_blessed, convert_blessed nor allow_tags settings are enabled (or TO_JSON/FREEZE method missing) at /usr/local/share/perl/5.10.1/JSON.pm line 154.




From gmbaxter at gmail.com  Fri Nov 22 06:23:01 2013
From: gmbaxter at gmail.com (Guy Baxter)
Date: Fri, 22 Nov 2013 11:23:01 +0000
Subject: [rt-users] Email attachments missing
In-Reply-To: <20131022171126.GA37001@jibsheet.com>
References: <CAKbVnZPKkK8NOuWsuwDGafYd6scAxQ_Qw+ojv3C2jqStVer47g@mail.gmail.com>
	<20131022171126.GA37001@jibsheet.com>
Message-ID: <CAKbVnZPXf4bqwyPV9u=L8kVX-MEGGPgKdPj=Ksqe8fLEpHVyfQ@mail.gmail.com>

Ok,

I use /etc/aliases to get the mail to RT queues.
network.servicest at mydomain.co.uk forwards to
network.servicest at rt.mydomain.co.uk into the network services queue

Maillog:

Nov 22 11:04:06 rt sendmail[10957]: rAMB45Ea010957: from=<my address>,
size=35513, class=0, nrcpts=1,
msgid=<38236A0BDDD3C54EA5A28F68FFB841C55C0492E90A at my mail server>,
proto=ESMTP, daemon=MTA, relay=my email relay [IP Removed]
Nov 22 11:04:07 rt sendmail[10961]: rAMB47Dr010961: from=apache, size=2269,
class=-60, nrcpts=1,
msgid=<rt-4.0.1-10941-1385118247-778.3708-3-0 at rt.mydomain>,
relay=apache at localhost
Nov 22 11:04:07 rt sendmail[10962]: rAMB47nc010962:
from=<apache at rt.mydomain>, size=2397, class=-60, nrcpts=1,
msgid=<rt-4.0.1-10941-1385118247-778.3708-3-0 at rt.my domain>, proto=ESMTP,
daemon=MTA, relay=localhost.localdomain [127.0.0.1]
Nov 22 11:04:08 rt sendmail[10961]: rAMB47Dr010961: to=my address,
ctladdr=apache (48/48), delay=00:00:01, xdelay=00:00:01, mailer=relay,
pri=140269, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent
(rAMB47nc010962 Message accepted for delivery)


Apache Error Log:


[Fri Nov 22 11:04:07 2013] [info]:
<rt-4.0.1-10941-1385118247-778.3708-3-0 at rt.my
domain> #3708/42054 - Scrip 3 On Create Autoreply To Requestors
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301)
[Fri Nov 22 11:04:08 2013] [info]:
<rt-4.0.1-10941-1385118247-778.3708-3-0 at rt.my
domain> sent  To:
G.Baxter at burnley.ac.uk(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:332)
[Fri Nov 22 11:04:08 2013] [info]:
<rt-4.0.1-10941-1385118247-780.3708-4-0 at rt.my
domain> #3708/42054 - Scrip 4 On Create Notify AdminCcs
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301)
[Fri Nov 22 11:04:08 2013] [info]:
<rt-4.0.1-10941-1385118247-780.3708-4-0 at rt.my
domain> No recipients found. Not sending.
(/opt/rt4/sbin/../lib/RT/Interface/Email.pm:352)
[Fri Nov 22 11:04:08 2013] [info]: Ticket 3708 created in queue
'Network-Services' by Me (/opt/rt4/sbin/../lib/RT/Ticket.pm:681)
[Fri Nov 22 11:04:12 2013] [error]: Deserialization of attribute 23 failed
(/opt/rt4/sbin/../lib/RT/Attribute.pm:238)

Please let me know if you need anything else.



On 22 October 2013 18:11, Kevin Falcone <falcone at bestpractical.com> wrote:

> On Mon, Oct 21, 2013 at 03:38:42PM +0100, Guy Baxter wrote:
> >    I'm using RT 4.0.1 / sendmail / mysql / apache
> >    Whenever someone submits a ticket via email the attachment is not
> present in the ticket. I've
> >    tested files from a couple of KB to a few MB - same result.
> >    When the file is uploaded via the self-service create a ticket the
> attachments work fine.
>
> You need to show:
> How mail gets to RT.
> mail logs.
> RT/apache logs.
>
> -kevin
>
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From ktm at rice.edu  Fri Nov 22 08:37:56 2013
From: ktm at rice.edu (ktm at rice.edu)
Date: Fri, 22 Nov 2013 07:37:56 -0600
Subject: [rt-users] RT loses MySQL connection
In-Reply-To: <CAFwM5HyPQig3s5rpC-HLWLDZeQoTAHWTB4x25uzd1Ok3C0XurA@mail.gmail.com>
References: <CAFwM5Hw6a-TiKZhpPaoVhnqcHk-zxESQXeVWLNPN6dyJvr_9Gg@mail.gmail.com>
	<1385085727.3996.130.camel@umgah.localdomain>
	<CAFwM5HyPQig3s5rpC-HLWLDZeQoTAHWTB4x25uzd1Ok3C0XurA@mail.gmail.com>
Message-ID: <20131122133756.GE28440@aart.rice.edu>

On Thu, Nov 21, 2013 at 06:05:23PM -0800, Jay Christopherson wrote:
> No, no entries beyond the startup messages.  I thought maybe there would be
> some connection errors (a flush-hosts situation or something), but nothing.
> 
> 
> On Thu, Nov 21, 2013 at 6:02 PM, Alex Vandiver <alexmv at bestpractical.com>wrote:
> 
> > On Thu, 2013-11-21 at 15:20 -0800, Jay Christopherson wrote:
> > > I just installed a new instance of RT (4.2.1).  I've been using RT for
> > > quite a long time now, through a lot of different versions, but this
> > > is a new issue for me.
> >
> > Is there anything of note in the mysql logs?
> >  - Alex
> >

Hi Jay,

It might be a long shot, but do you have a connection timeout set for your
MySQL DB? Try disabling that. I was bit by that once and was astounded to
find out that the DB just dropped a valid connection like that. It seems
more useful in a broken web app type of way to keep from leaking connections
but normal apps do not expect to lose a good connection. :)

Regards,
Ken


From linux at trusoftdev.za.net  Fri Nov 22 09:55:45 2013
From: linux at trusoftdev.za.net (Andre Truter)
Date: Fri, 22 Nov 2013 16:55:45 +0200
Subject: [rt-users] RT 4.0.4 and Settings menu for priviledged users
Message-ID: <C1C527A0-AD09-42AE-BCF9-5E6E262E3BBE@trusoftdev.za.net>

Hi,

I have just installed RT 4.0.4 on Ubuntu 12.04 LTS.  
Then I added 2 users with the priviledge option selected.

I then went to Tools -> Configuration -> Global -> User Rights and in the ?Rights for Staff? tab I ticked the ModifySelf option.

From searching the mailing lists and documentation this should then allow a user to see the Settings menu and change thier own password, etc.

But the menu does not display for the users.

What am I missing?

Thanks
-- 
Andre Truter  | Software Consultant | Registered Linux user #185282
Tel: 082 785 7615   |  http://www.trusoft.co.za
~ "Oh Bother!" said the Borg, "We assimilated the Pooh!" ~






From alexmv at bestpractical.com  Fri Nov 22 10:55:23 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Fri, 22 Nov 2013 10:55:23 -0500
Subject: [rt-users] Update to RT 4.2.1 -> JSON error after login
In-Reply-To: <AA40F24F-0DDE-478B-9914-6C027BB4DB90@drdpc.de>
References: <AA40F24F-0DDE-478B-9914-6C027BB4DB90@drdpc.de>
Message-ID: <1385135723.3996.137.camel@umgah.localdomain>

On Fri, 2013-11-22 at 09:28 +0100, Dr. Dirk Pape wrote:
> In the Log:
> > [13817] [Fri Nov 22 08:17:15 2013] [error]: encountered object '1',
> >  but neither allow_blessed, convert_blessed nor allow_tags settings
> >  are enabled (or TO_JSON/FREEZE method missing) at /usr/local/share/perl/5.10.1/JSON.pm line 154.

Show the output of:
  perl -MJSON -MModule::Versions::Report -e1

 - Alex




From pape at drdpc.de  Fri Nov 22 11:22:56 2013
From: pape at drdpc.de (Dr. Dirk Pape)
Date: Fri, 22 Nov 2013 17:22:56 +0100
Subject: [rt-users] Update to RT 4.2.1 -> JSON error after login
In-Reply-To: <1385135723.3996.137.camel@umgah.localdomain>
References: <AA40F24F-0DDE-478B-9914-6C027BB4DB90@drdpc.de>
	<1385135723.3996.137.camel@umgah.localdomain>
Message-ID: <C4A37AB3-FD30-4BCB-A4EB-CCD9EB567931@drdpc.de>

Hi Alex,

$ perl -MJSON -MModule::Versions::Report -e1


Perl v5.10.1 under linux 
Modules in memory:
 attributes v0.09;
 base v2.18;
 Carp v1.32;
 common::sense v3.72;
 constant v1.27;
 Exporter v5.68;
 Exporter::Heavy v5.68;
 JSON v2.90;
 JSON::Backend::XS::Supportable;
 JSON::PP::Boolean;
 JSON::XS v3.01;
 JSON::XS::Boolean;
 Module::Versions::Report v1.06;
 overload v1.07;
 strict v1.04;
 Types::Serialiser v0.03;
 Types::Serialiser::Boolean;
 vars v1.01;
 warnings v1.06;
 warnings::register v1.01;
 XSLoader v0.16;
[at Fri Nov 22 17:20:39 2013 (local) / Fri Nov 22 16:20:39 2013 (GMT)]

Dirk

Am 22.11.2013 um 16:55 schrieb Alex Vandiver <alexmv at bestpractical.com>:

> On Fri, 2013-11-22 at 09:28 +0100, Dr. Dirk Pape wrote:
>> In the Log:
>>> [13817] [Fri Nov 22 08:17:15 2013] [error]: encountered object '1',
>>> but neither allow_blessed, convert_blessed nor allow_tags settings
>>> are enabled (or TO_JSON/FREEZE method missing) at /usr/local/share/perl/5.10.1/JSON.pm line 154.
> 
> Show the output of:
>  perl -MJSON -MModule::Versions::Report -e1
> 
> - Alex
> 
> 
> 



From jc.listmail at gmail.com  Fri Nov 22 11:32:45 2013
From: jc.listmail at gmail.com (Jay Christopherson)
Date: Fri, 22 Nov 2013 08:32:45 -0800
Subject: [rt-users] RT loses MySQL connection
Message-ID: <CAFwM5HwCMX3hMHK81Scj5DzRY_WCgABw=wteth4Aup7ZkubtJA@mail.gmail.com>

Ken, thanks for the suggestion/reminder - I cribbed a my.cnf file from
another database I setup.  I had forgotten that I set a short wait_timeout
(300), for just the reason you suggested.  I reset it to be a little more
sane about an hour ago and so far, things look ok.


On Fri, Nov 22, 2013 at 5:37 AM, ktm at rice.edu <ktm at rice.edu> wrote:

> On Thu, Nov 21, 2013 at 06:05:23PM -0800, Jay Christopherson wrote:
> > No, no entries beyond the startup messages.  I thought maybe there would
> be
> > some connection errors (a flush-hosts situation or something), but
> nothing.
> >
> >
> > On Thu, Nov 21, 2013 at 6:02 PM, Alex Vandiver <alexmv at bestpractical.com
> >wrote:
> >
> > > On Thu, 2013-11-21 at 15:20 -0800, Jay Christopherson wrote:
> > > > I just installed a new instance of RT (4.2.1).  I've been using RT
> for
> > > > quite a long time now, through a lot of different versions, but this
> > > > is a new issue for me.
> > >
> > > Is there anything of note in the mysql logs?
> > >  - Alex
> > >
>
> Hi Jay,
>
> It might be a long shot, but do you have a connection timeout set for your
> MySQL DB? Try disabling that. I was bit by that once and was astounded to
> find out that the DB just dropped a valid connection like that. It seems
> more useful in a broken web app type of way to keep from leaking
> connections
> but normal apps do not expect to lose a good connection. :)
>
> Regards,
> Ken
>
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From mmahoney at nhsocal.com  Fri Nov 22 13:32:17 2013
From: mmahoney at nhsocal.com (mmahoney)
Date: Fri, 22 Nov 2013 10:32:17 -0800 (PST)
Subject: [rt-users] Upgrade steps for Ubuntu 13.10 RT4.2.0 to RT4.2.1
Message-ID: <1385145137892-55904.post@n7.nabble.com>

My Linux/RT Kung-Fu is weak and I realize that the new version of RT has only
been out for a few days, if someone has the upgrade steps for upgrading to
4.2.1, I would appreciate it immensely. Happy Thanksgiving and stuff!



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From AHutchins at toknc.com  Fri Nov 22 13:33:45 2013
From: AHutchins at toknc.com (Adam Hutchins)
Date: Fri, 22 Nov 2013 13:33:45 -0500
Subject: [rt-users] Upgrade steps for Ubuntu 13.10 RT4.2.0 to RT4.2.1
In-Reply-To: <1385145137892-55904.post@n7.nabble.com>
References: <1385145137892-55904.post@n7.nabble.com>
Message-ID: <6CEF9D2F4985A542932ED99F118759D202CB207FCE@kvmsx.ci.kernersville.nc.us>

Go here: https://www.bestpractical.com/docs/rt/4.2/

Start with README. It's very simple.

Adam Hutchins, Systems Administrator
Town of Kernersville, NC, USA
o-336.992.5456 m-336.529.7164

-----Original Message-----
From: mmahoney [mailto:mmahoney at nhsocal.com]
Sent: Friday, November 22, 2013 1:32 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Upgrade steps for Ubuntu 13.10 RT4.2.0 to RT4.2.1

My Linux/RT Kung-Fu is weak and I realize that the new version of RT has only been out for a few days, if someone has the upgrade steps for upgrading to 4.2.1, I would appreciate it immensely. Happy Thanksgiving and stuff!



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From alexmv at bestpractical.com  Fri Nov 22 13:50:18 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Fri, 22 Nov 2013 13:50:18 -0500
Subject: [rt-users] Update to RT 4.2.1 -> JSON error after login
In-Reply-To: <C4A37AB3-FD30-4BCB-A4EB-CCD9EB567931@drdpc.de>
References: <AA40F24F-0DDE-478B-9914-6C027BB4DB90@drdpc.de>
	<1385135723.3996.137.camel@umgah.localdomain>
	<C4A37AB3-FD30-4BCB-A4EB-CCD9EB567931@drdpc.de>
Message-ID: <1385146218.3996.162.camel@umgah.localdomain>

On Fri, 2013-11-22 at 17:22 +0100, Dr. Dirk Pape wrote:
> Hi Alex,
> 
> $ perl -MJSON -MModule::Versions::Report -e1
> [snip]

I can't replicate your failure with the same versions.  Does the
following error for you?

  perl -MJSON -wle 'print JSON::to_json({foo=>JSON::true})'

 - Alex



From pape at drdpc.de  Fri Nov 22 14:00:18 2013
From: pape at drdpc.de (Dr. Dirk Pape)
Date: Fri, 22 Nov 2013 20:00:18 +0100
Subject: [rt-users] Update to RT 4.2.1 -> JSON error after login
In-Reply-To: <1385146218.3996.162.camel@umgah.localdomain>
References: <AA40F24F-0DDE-478B-9914-6C027BB4DB90@drdpc.de>
	<1385135723.3996.137.camel@umgah.localdomain>
	<C4A37AB3-FD30-4BCB-A4EB-CCD9EB567931@drdpc.de>
	<1385146218.3996.162.camel@umgah.localdomain>
Message-ID: <C36B8016-454B-40A9-91AF-D68D518F9993@drdpc.de>

Hi Alex,

it is fine:

> $ perl -MJSON -wle 'print JSON::to_json({foo=>JSON::true})'
> {"foo":true}

This is very strange!
I updated my productive RT to 4.2.1 now and it does not show the issue even with the JavascriptConfig unpatched. It uses the same perl and PERLLIB.

So it must have to do something with the Site Configuration or with the apache Config.
I will look into this again in the next days and see if I can spot the difference.

Many thanks for helping anyway! 

Dirk

Am 22.11.2013 um 19:50 schrieb Alex Vandiver <alexmv at bestpractical.com>:

> On Fri, 2013-11-22 at 17:22 +0100, Dr. Dirk Pape wrote:
>> Hi Alex,
>> 
>> $ perl -MJSON -MModule::Versions::Report -e1
>> [snip]
> 
> I can't replicate your failure with the same versions.  Does the
> following error for you?
> 
>  perl -MJSON -wle 'print JSON::to_json({foo=>JSON::true})'
> 
> - Alex
> 
> 



From sr at ilk.net  Fri Nov 22 14:50:19 2013
From: sr at ilk.net (Stefan Rein)
Date: Fri, 22 Nov 2013 20:50:19 +0100
Subject: [rt-users] Validation of Custom Fields with Custom Code
Message-ID: <20131122195019.GD13453@ilk.net>

Hello,

I would like to validate a custom fields with my own custom code (RT 4.0.7).

I saw the code in html/Elements/ValidateCustomFields, but there is no
callback there to implement additional code.

I'm able to write an error message besides my Custom Field (ID 2) in a
Callback "Modify.html/Default":

$m->notes( ('InvalidField-2') => $my_msg );

But how can I refuse the change of the custom field?

Thannks for anwer.
Steffi.

-- 
   Stefan Rein, mailto: sr at ilk.net
   ILK Internet GmbH, Am Sandfeld 15, D-76149 Karlsruhe
   Tel. +49 (0) 721 9100-0, Fax -191, http://www.ilk.net
   Geschaeftsfuehrer: Matthias Felger, AG Mannheim, HRB 107037


From jblaine at kickflop.net  Fri Nov 22 15:21:35 2013
From: jblaine at kickflop.net (Jeff Blaine)
Date: Fri, 22 Nov 2013 15:21:35 -0500
Subject: [rt-users] Validation of Custom Fields with Custom Code
In-Reply-To: <20131122195019.GD13453@ilk.net>
References: <20131122195019.GD13453@ilk.net>
Message-ID: <528FBCCF.505@kickflop.net>


> I would like to validate a custom fields with my own custom code (RT 4.0.7).
> 
> I saw the code in html/Elements/ValidateCustomFields, but there is no
> callback there to implement additional code.
> 
> I'm able to write an error message besides my Custom Field (ID 2) in a
> Callback "Modify.html/Default":
> 
> $m->notes( ('InvalidField-2') => $my_msg );
> 
> But how can I refuse the change of the custom field?

Steffi, I look forward to someone shedding some light on this too.

Right now we are using the Abort() call and requiring the
user to use the browser "back" button. It's very ... 1995.

*I* am not aware of any clean way to do what would be desired
by anyone wanting to do something like this:

    Evaluate custom logic at Modify.html submission (and
    Update.html!), take no action and redisplay the form
    with error message if the logic requirements are not met.


From gmbaxter at gmail.com  Fri Nov 22 15:54:02 2013
From: gmbaxter at gmail.com (Guy Baxter)
Date: Fri, 22 Nov 2013 20:54:02 +0000
Subject: [rt-users] Determine who resolved how many tickets
Message-ID: <CAKbVnZOk8omE6YMoioMw3uHLr0iF+Von8LqMzGRnJqcdN0oDnA@mail.gmail.com>

Hi,

I'm looking to baseline the performance of my team against the number of
tickets they have resolved in RT over a given time. To do this I export the
month's tickets from RT into Excel (queue, status=resolved and last updated
by)

I then use Excel to do a countif to produce my figures.

The problem is, I could really do with using a "resolved by" calculation,
rather then last updated by, as last updated by is not always the person
who initially resolved the ticket.

Any thoughts please?

Thanks.
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From kevin.comer at veracitypayments.com  Fri Nov 22 16:06:22 2013
From: kevin.comer at veracitypayments.com (Kevin)
Date: Fri, 22 Nov 2013 13:06:22 -0800 (PST)
Subject: [rt-users] make upgrade-database failed upgrading to 4.2.1
Message-ID: <1385154382525-55911.post@n7.nabble.com>

make upgrade-database failed, while trying to upgrade from 4.0.15 to 4.2.1
I ran the configure, make testdeps and make fixdeps with out any issues. now
trying to run the DB upgrade 
script asked for root pw and db version from popped in 4.0.15 and it failed
almost immediately with a bunch of Asset Tracker errors, am pretty sure that
I used the latest at version 3.0 when I installed it a few weeks ago. (
there were no issues installing AT)

Any ideas on how to resolve these errors and get this upgraded?

Errors
[18679] [Fri Nov 22 20:19:23 2013] [warning]: Use of inherited AUTOLOAD for
non-method RT::System::AddRights() is deprecated at
/opt/rt4/local/plugins/RTx-AssetTracker/lib/RTx/AssetTracker/Type.pm line
114, <DATA> line 581.
(/opt/rt4/local/plugins/RTx-AssetTracker/lib/RTx/AssetTracker/Type.pm:114)
[18679] [Fri Nov 22 20:19:23 2013] [critical]: Can't locate object method
"_Accessible" via package "DeleteAsset" (perhaps you forgot to load
"DeleteAsset"?) at /usr/local/share/perl5/DBIx/SearchBuilder/Record.pm line
422, <DATA> line 581.
Compilation failed in require at
/opt/rt4/local/plugins/RTx-AssetTracker/lib/RTx/AssetTracker/Types.pm line
70, <DATA> line 581.
BEGIN failed--compilation aborted at
/opt/rt4/local/plugins/RTx-AssetTracker/lib/RTx/AssetTracker/Types.pm line
70, <DATA> line 581.
Compilation failed in require at
/opt/rt4/local/plugins/RTx-AssetTracker/lib/RTx/AssetTracker.pm line 56,
<DATA> line 581.
BEGIN failed--compilation aborted at
/opt/rt4/local/plugins/RTx-AssetTracker/lib/RTx/AssetTracker.pm line 56,
<DATA> line 581.
Compilation failed in require at /opt/software/rt-4.2.1/sbin/../lib/RT.pm
line 730, <DATA> line 581. (/opt/software/rt-4.2.1/sbin/../lib/RT.pm:391)
Can't locate object method "_Accessible" via package "DeleteAsset" (perhaps
you forgot to load "DeleteAsset"?) at
/usr/local/share/perl5/DBIx/SearchBuilder/Record.pm line 422, <DATA> line
581.
Compilation failed in require at
/opt/rt4/local/plugins/RTx-AssetTracker/lib/RTx/AssetTracker/Types.pm line
70, <DATA> line 581.
BEGIN failed--compilation aborted at
/opt/rt4/local/plugins/RTx-AssetTracker/lib/RTx/AssetTracker/Types.pm line
70, <DATA> line 581.
Compilation failed in require at
/opt/rt4/local/plugins/RTx-AssetTracker/lib/RTx/AssetTracker.pm line 56,
<DATA> line 581.
BEGIN failed--compilation aborted at
/opt/rt4/local/plugins/RTx-AssetTracker/lib/RTx/AssetTracker.pm line 56,
<DATA> line 581.
Compilation failed in require at /opt/software/rt-4.2.1/sbin/../lib/RT.pm
line 730, <DATA> line 581.
make: *** [upgrade-database] Error 255



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From alexmv at bestpractical.com  Fri Nov 22 16:15:29 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Fri, 22 Nov 2013 16:15:29 -0500
Subject: [rt-users] make upgrade-database failed upgrading to 4.2.1
In-Reply-To: <1385154382525-55911.post@n7.nabble.com>
References: <1385154382525-55911.post@n7.nabble.com>
Message-ID: <1385154929.3996.190.camel@umgah.localdomain>

On Fri, 2013-11-22 at 13:06 -0800, Kevin wrote:
> make upgrade-database failed, while trying to upgrade from 4.0.15 to 4.2.1
> I ran the configure, make testdeps and make fixdeps with out any issues. now
> trying to run the DB upgrade 
> script asked for root pw and db version from popped in 4.0.15 and it failed
> almost immediately with a bunch of Asset Tracker errors, am pretty sure that
> I used the latest at version 3.0 when I installed it a few weeks ago. (
> there were no issues installing AT)
> 
> Any ideas on how to resolve these errors and get this upgraded?

As far as I am aware, there is no released version of the 3rd-party
Asset Tracker extension which is compatible with RT 4.2.

Best Practical has written its an Assets extension against 4.2, which is
in pre-release; you can install it from source at
https://github.com/bestpractical/rt-extension-assets/  Note that it will
not import your existing Asset Tracker assets.
 - Alex



From kevin.comer at veracitypayments.com  Fri Nov 22 16:26:15 2013
From: kevin.comer at veracitypayments.com (Kevin)
Date: Fri, 22 Nov 2013 13:26:15 -0800 (PST)
Subject: [rt-users] make upgrade-database failed upgrading to 4.2.1
In-Reply-To: <1385154929.3996.190.camel@umgah.localdomain>
References: <1385154382525-55911.post@n7.nabble.com>
	<1385154929.3996.190.camel@umgah.localdomain>
Message-ID: <1385155575211-55913.post@n7.nabble.com>

Thanks for the information, I for some reason thought AT 3.0 was compatible
with RT 4.2 I see now looking back that it is only for 4.0 at this time. 

I will give the link a try and see what happens, at this point Im not
loosing anything  since this is a test app. I suppose the Test app with Stay
at 4.2.1 and the prod one will live on the older version till AT comes up to
4.2 I hope that is soon.

Thanks again



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From Jim.Tambling at datatote.co.uk  Sat Nov 23 11:00:33 2013
From: Jim.Tambling at datatote.co.uk (Jim Tambling)
Date: Sat, 23 Nov 2013 16:00:33 -0000
Subject: [rt-users] RT CLI
Message-ID: <EDB8BFBCDD207B4494EEF8BBBB05AA6E0157D821@mail.sys.internal>

Hi,

 

Does anyone know how I can show the first comment in a ticket without
any of the other stuff that RT puts around it? Eg; I run "rt show 14640"
and I get:

 

Date: Sat Nov 23 15:39:18 2013

From: jim.tambling at xxxxxxx.co.uk

X-Queue: INI

Subject: [rt #ticket/14640] 14-11-2013

 

===> Ticket created by jim on Sat Nov 23 15:39:18 2013

Auteuil,1,AUT

Saint Malo,2,S-M

Angers,3,ANG

             91980: untitled (90b)

===> Outgoing email recorded by RT_System on Sat Nov 23 15:39:19 2013

             91981: untitled (402b)

 

 

What I want is:

 

Auteuil,1,AUT

Saint Malo,2,S-M

Angers,3,ANG

 

I know I can manipulate the output afterwards but was hoping rt would
save me the work.

 

Regards, Jim

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From jc.listmail at gmail.com  Sat Nov 23 11:35:06 2013
From: jc.listmail at gmail.com (Jay Christopherson)
Date: Sat, 23 Nov 2013 08:35:06 -0800
Subject: [rt-users] RT loses MySQL connection
In-Reply-To: <CAFwM5HwCMX3hMHK81Scj5DzRY_WCgABw=wteth4Aup7ZkubtJA@mail.gmail.com>
References: <CAFwM5HwCMX3hMHK81Scj5DzRY_WCgABw=wteth4Aup7ZkubtJA@mail.gmail.com>
Message-ID: <CAFwM5HwwL1kog_DiF+=UaJzkwKAURb1TkZgWxtU7xWQUw=Z1TQ@mail.gmail.com>

Interestingly, adjusting the wait_timeout to the default (8 hours) worked
great - for 8 hours.  After that 8 hours, RT once again lost all
connectivity to the database.  Running a "show processlist" on MySQL showed
that RT had no connections to the DB, even though RT was still running.  A
restart fixed it - for now.

I am not sure how RT does connection handling, but it seems like it should
attempt to reconnect?


On Fri, Nov 22, 2013 at 8:32 AM, Jay Christopherson
<jc.listmail at gmail.com>wrote:

> Ken, thanks for the suggestion/reminder - I cribbed a my.cnf file from
> another database I setup.  I had forgotten that I set a short wait_timeout
> (300), for just the reason you suggested.  I reset it to be a little more
> sane about an hour ago and so far, things look ok.
>
>
> On Fri, Nov 22, 2013 at 5:37 AM, ktm at rice.edu <ktm at rice.edu> wrote:
>
>> On Thu, Nov 21, 2013 at 06:05:23PM -0800, Jay Christopherson wrote:
>> > No, no entries beyond the startup messages.  I thought maybe there
>> would be
>> > some connection errors (a flush-hosts situation or something), but
>> nothing.
>> >
>> >
>> > On Thu, Nov 21, 2013 at 6:02 PM, Alex Vandiver <
>> alexmv at bestpractical.com>wrote:
>> >
>> > > On Thu, 2013-11-21 at 15:20 -0800, Jay Christopherson wrote:
>> > > > I just installed a new instance of RT (4.2.1).  I've been using RT
>> for
>> > > > quite a long time now, through a lot of different versions, but this
>> > > > is a new issue for me.
>> > >
>> > > Is there anything of note in the mysql logs?
>> > >  - Alex
>> > >
>>
>> Hi Jay,
>>
>> It might be a long shot, but do you have a connection timeout set for your
>> MySQL DB? Try disabling that. I was bit by that once and was astounded to
>> find out that the DB just dropped a valid connection like that. It seems
>> more useful in a broken web app type of way to keep from leaking
>> connections
>> but normal apps do not expect to lose a good connection. :)
>>
>> Regards,
>> Ken
>>
>
>
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From chrisherrmann7 at gmail.com  Sun Nov 24 06:11:13 2013
From: chrisherrmann7 at gmail.com (Chris Herrmann)
Date: Sun, 24 Nov 2013 22:11:13 +1100
Subject: [rt-users] trying to calculate time worked per transaction / ticket
	using SQL
Message-ID: <CAE+JXUVxs0L3JmgzaszTLMW4Bw40vcww1kAUudmtzwjTp_TPnQ@mail.gmail.com>

Hi all,

I'm trying to put together a SQL query to present a view, that allows
summaries of data to be performed in reporting tools. I have a feeling that
this question has been asked before and answered, but my google-fu is
failing me, so apologies in advance... I've only found questions about
using RT-REST, for example (which I don't want to do).

I'm using RT 3.8.7 (yes I know it's old and it's in the pipeline to upgrade
but we have a bunch of other systems that are integrated with RT and so
it's not a simple "just upgrade RT" project for us.

Anyway, what I want to end up with is the following fields:

Tickets.EffectiveID
Queues.Name
Tickets.Owner
Transactions.Creator
Transactions.TimeTaken
Transactions.Created
Tickets.Status
Tickets.Started
Tickets.Resolved
Tickets.Created
Transactions.Type

So i can easily point various reports at it and work from there.

the sql I'm using is...
SELECT
Tickets.EffectiveId AS TicketID,
Queues.`Name` AS Queue,
Tickets.`Owner` AS OwnerID,
Transactions.Creator AS TransactionCreatorID,
Transactions.TimeTaken AS TimeTaken,
Transactions.Created AS TransactionCreated,
Tickets.`Status` AS TicketStatus,
Tickets.Started AS TicketStarted,
Tickets.Resolved AS TicketResolved,
Tickets.Created AS TicketCreated,
Transactions.Type AS TransactionType
FROM
((((Tickets
JOIN Transactions ON ((Transactions.ObjectId = Tickets.id)))
JOIN Queues ON ((Queues.id = Tickets.Queue)))))

but I'm not getting the results I expect...

or even something far simpler like:
SELECT
Transactions.Creator,
sum(Transactions.TimeTaken/60) AS TimeInHours,
Month(Transactions.Created) AS TransactionMonth,
Year(Transactions.Created) AS TransactionYear
FROM
Tickets JOIN Transactions ON Transactions.ObjectId = Tickets.id
where Transactions.Created > "2013-10-01"
group by Creator, Month(Transactions.Created), Year(Transactions.Created)

just to try and compare the numbers... that I'm seeing with timeworked.pl...

Now my problem is that the numbers I'm getting don't match those returned
by REST - for example using the timeworked.pl script..

Is there a definitive SQL somewhere that I should use to return these?...
and any pointers on what transaction types I should be avoiding or how to
avoid double counting merged transactions I would be very grateful...

Thankyou!

Chris
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From ktm at rice.edu  Mon Nov 25 08:53:45 2013
From: ktm at rice.edu (ktm at rice.edu)
Date: Mon, 25 Nov 2013 07:53:45 -0600
Subject: [rt-users] RT loses MySQL connection
In-Reply-To: <CAFwM5HwwL1kog_DiF+=UaJzkwKAURb1TkZgWxtU7xWQUw=Z1TQ@mail.gmail.com>
References: <CAFwM5HwCMX3hMHK81Scj5DzRY_WCgABw=wteth4Aup7ZkubtJA@mail.gmail.com>
	<CAFwM5HwwL1kog_DiF+=UaJzkwKAURb1TkZgWxtU7xWQUw=Z1TQ@mail.gmail.com>
Message-ID: <20131125135345.GH28440@aart.rice.edu>

On Sat, Nov 23, 2013 at 08:35:06AM -0800, Jay Christopherson wrote:
> Interestingly, adjusting the wait_timeout to the default (8 hours) worked
> great - for 8 hours.  After that 8 hours, RT once again lost all
> connectivity to the database.  Running a "show processlist" on MySQL showed
> that RT had no connections to the DB, even though RT was still running.  A
> restart fixed it - for now.
> 
> I am not sure how RT does connection handling, but it seems like it should
> attempt to reconnect?
> 

Hi Jay,

Again, a properly managed system does not require and certainly does not expect
to have a connection ripped out from under it. Turn off your timeout and you
will be fine. RT will connect just fine, as you have seen. It should not need
to "reconnect" to a properly configured DB once it has a valid connection.

Regards,
Ken


From jblaine at kickflop.net  Mon Nov 25 12:26:43 2013
From: jblaine at kickflop.net (Jeff Blaine)
Date: Mon, 25 Nov 2013 12:26:43 -0500
Subject: [rt-users] callback need to load a ticket's CF value from DB,
	not web form
Message-ID: <52938853.1080004@kickflop.net>

In my callback for Modify.html, I need to know what the value
of a custom field was set to even if it was unchanged on this
particular form submission.

What I am seeing right now is that if the value was not changed
on this form submission, the value shows in the callback as
an empty string, so I need a function/method that I don't know
about yet, hence this call for help.

Modify.html/jblaine

    my $x = $ticket->LoadCustomFieldByIdentifier('Foofield');
    my $xx = $ticket->CustomFieldValuesAsString('Foofield');

Both 'x' and 'xx' log as empty strings when I modify a ticket
without touching Foofield (Foofield DOES have a value that was
set previously).

So, cool, fine, Foofield was not modified in this transaction.
I still need to know what its value is from the database in
order to perform some logic if someone is trying to resolve this
ticket.

How do I load Foofield's value from the database?


From jc.listmail at gmail.com  Mon Nov 25 13:05:19 2013
From: jc.listmail at gmail.com (Jay Christopherson)
Date: Mon, 25 Nov 2013 10:05:19 -0800
Subject: [rt-users] RT loses MySQL connection
In-Reply-To: <20131125135345.GH28440@aart.rice.edu>
References: <CAFwM5HwCMX3hMHK81Scj5DzRY_WCgABw=wteth4Aup7ZkubtJA@mail.gmail.com>
	<CAFwM5HwwL1kog_DiF+=UaJzkwKAURb1TkZgWxtU7xWQUw=Z1TQ@mail.gmail.com>
	<20131125135345.GH28440@aart.rice.edu>
Message-ID: <CAFwM5Hy6WhNnweTYahymQpbu+77tcmLZS2KbSBHOQk70JgqC3Q@mail.gmail.com>

Hey Ken-

Yep, I get that.  I don't believe you can disable the wait_timeout entirely
- by default, it's set to 8 hours, which is what I currently have.  RT
works great - for 8 hours.  Just to be sane, I replaced my.cnf with the
default my.cnf that gets built with a vanilla install of MySQL.  Same issue.

Clearly though, I have something going on that is not-normal because if
this were a real bug, lots of people would be reporting it and it's never
been an issue for me before.  I'm going to start over with a clean build
and try again.

- Jay


On Mon, Nov 25, 2013 at 5:53 AM, ktm at rice.edu <ktm at rice.edu> wrote:

> On Sat, Nov 23, 2013 at 08:35:06AM -0800, Jay Christopherson wrote:
> > Interestingly, adjusting the wait_timeout to the default (8 hours) worked
> > great - for 8 hours.  After that 8 hours, RT once again lost all
> > connectivity to the database.  Running a "show processlist" on MySQL
> showed
> > that RT had no connections to the DB, even though RT was still running.
>  A
> > restart fixed it - for now.
> >
> > I am not sure how RT does connection handling, but it seems like it
> should
> > attempt to reconnect?
> >
>
> Hi Jay,
>
> Again, a properly managed system does not require and certainly does not
> expect
> to have a connection ripped out from under it. Turn off your timeout and
> you
> will be fine. RT will connect just fine, as you have seen. It should not
> need
> to "reconnect" to a properly configured DB once it has a valid connection.
>
> Regards,
> Ken
>
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From bwiese at ElementPS.com  Mon Nov 25 13:29:55 2013
From: bwiese at ElementPS.com (Brent Wiese)
Date: Mon, 25 Nov 2013 18:29:55 +0000
Subject: [rt-users] FW:  Determine who resolved how many tickets
Message-ID: <910CDE054EF7D24DBCA89A2EF88A404E6B55E589@phxmain-exmbx10>


I'm looking to baseline the performance of my team against the number of tickets they have resolved in RT over a given time. To do this I export the month's tickets from RT into Excel (queue, status=resolved and last updated by)

I then use Excel to do a countif to produce my figures.

The problem is, I could really do with using a "resolved by" calculation, rather then last updated by, as last updated by is not always the person who initially resolved the ticket.

Any thoughts please?

Thanks.

First thing I would mention is why export to excel? Build your search, run it, then choose the Chart option, and on the lower left you can rebuild the chart using Last Updated by Real Name and it'll make a nice bar chart.

That doesn't solve your "resolved by" problem though. Since it's not there by default (which I agree would be nice, and I've had dept managers ask me for the same thing), you could add a custom field and populate it when the ticket is resolved, then choose it in the Chart I mention above. If you limit your charting to a single queue, that CF will show up (or I guess any number of queues that CF appears in, but I haven't tested that).

Brent
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From Martin.Budsjo at astrazeneca.com  Tue Nov 26 05:30:49 2013
From: Martin.Budsjo at astrazeneca.com (=?iso-8859-1?Q?=22Budsj=F6=2C_Martin=22?=)
Date: Tue, 26 Nov 2013 11:30:49 +0100
Subject: [rt-users] CustomFields table problems after upgrade to 4.2.1.
	(column repeated referenced after upgrade)
Message-ID: <5E3B623DB3B72D4F918D0C9277524691056A6462@SEMLRDEMBX02.rd.astrazeneca.net>

Hi,

 

I tried to upgrade from 4.0.17 to 4.2.1 the other day and no matter what I do, I get the same result. After upgrading I can login without any problem and all lists of tickets and graphs etc  looks good. (By the way, I really like the updates to the menus!)  

But if I open a ticket, it looks like the query builder is generating SQL using the "repeated" column of the CustomFields table, and that column was removed during the 4.1.11 upgrade process.

My first reaction to this was to make sure the Mason object cache was deleted, but I've issued the rm command for that so many times now my fingers bleeds. I also tried doing the upgrade without any plugins and also a complete fresh install of the files (using make install instead of update). Still the same result.

 

Please find the example of a log entry for this problem at the bottom.

 

Has anyone seen this before? Any remedy?

 

 

Cheers,

Martin

 

 

Logile:

 

[25564] [Tue Nov 26 08:34:58 2013] [warning]: DBD::Pg::st execute failed: ERROR:  column main.repeated does not exist

LINE 1: ...name, main.type, main.rendertype, main.maxvalues, main.repea...

                                                             ^ at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 589. (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:589)

[25564] [Tue Nov 26 08:34:58 2013] [warning]: RT::Handle=HASH(0x7f393a4fd258) couldn't execute the query 'SELECT main.* FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1  ON ( ObjectCustomFields_1.CustomField = main.id )  WHERE (ObjectCustomFields_1.ObjectId = '7' OR ObjectCustomFields_1.ObjectId = '0') AND (main.Disabled = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket') AND (main.id = '0')   GROUP BY main.id, main.name, main.type, main.rendertype, main.maxvalues, main.valuesclass, main.basedon, main.pattern, main.lookuptype, main.description, main.sortorder, main.creator, main.created, main.lastupdatedby, main.lastupdated, main.disabled, main.id, main.name, main.type, main.rendertype, main.maxvalues, main.repeated, main.valuesclass, main.basedon, main.pattern, main.lookuptype, main.description, main.sortorder, main.creator, main.created, main.lastupdatedby, main.lastupdated, main.disabled   ORDER BY MIN(ObjectCustomFields_1.SortOrder) ASC ' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 602.

                             DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f393a4fd258)', 'SELECT main.* FROM CustomFields main JOIN ObjectCustomFields ...') called at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 239

                             DBIx::SearchBuilder::_DoSearch('RT::CustomFields=HASH(0x7f393b13aa38)') called at /opt/bestpractical/rt-4.2.1/sbin/../lib/RT/SearchBuilder.pm line 990

                             RT::SearchBuilder::_DoSearch('RT::CustomFields=HASH(0x7f393b13aa38)') called at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 507

                             DBIx::SearchBuilder::Next('RT::CustomFields=HASH(0x7f393b13aa38)') called at /opt/bestpractical/rt-4.2.1/sbin/../lib/RT/CustomFields.pm line 386

                             RT::CustomFields::Next('RT::CustomFields=HASH(0x7f393b13aa38)') called at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 568

                             DBIx::SearchBuilder::First('RT::CustomFields=HASH(0x7f393b13aa38)') called at /opt/bestpractical/rt-4.2.1/share/html/Elements/ShowCustomFields line 92

                             HTML::Mason::Commands::__ANON__('Object', 'RT::Ticket=HASH(0x7f393ae2c130)', 'Grouping', 'Links', 'Table', 0) called at /usr/local/share/perl5/HTML/Mason/Component.pm line 138

                             HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7f393af086a0)', 'Object', 'RT::Ticket=HASH(0x7f393ae2c130)', 'Grouping', 'Links', 'Table', 0) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1305

                             eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1295

                             HTML::Mason::Request::comp(undef, undef, 'Object', 'RT::Ticket=HASH(0x7f393ae2c130)', 'Grouping', 'Links', 'Table', 0) called at /opt/bestpractical/rt-4.2.1/share/html/Elements/ShowLinks line 64

                             HTML::Mason::Commands::__ANON__('Object', 'RT::Ticket=HASH(0x7f393ae2c130)') called at /usr/local/share/perl5/HTML/Mason/Component.pm line 138

                             HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7f393b12d030)', 'Object', 'RT::Ticket=HASH(0x7f393ae2c130)') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1305

                             eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1295

                             HTML::Mason::Request::comp(undef, undef, 'Object', 'RT::Ticket=HASH(0x7f393ae2c130)') called at /opt/bestpractical/rt-4.2.1/share/html/Ticket/Elements/ShowSummary line 95

                             HTML::Mason::Commands::__ANON__() called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1383

                             eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1383

                             HTML::Mason::Request::content('RT::Interface::Web::Request=HASH(0x7f393a77d978)') called at /opt/bestpractical/rt-4.2.1/share/html/Widgets/TitleBox line 56

                             HTML::Mason::Commands::__ANON__('title', 'Links', 'title_href', '/rt/Ticket/ModifyLinks.html?id=13924', 'class', 'ticket-info-links', 'titleright_raw', '<a href="/rt/Ticket/Graphs/index.html?id=13924">Graph</a>') called at /usr/local/share/perl5/HTML/Mason/Component.pm line 138

                             HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7f393aaa98e0)', 'title', 'Links', 'title_href', '/rt/Ticket/ModifyLinks.html?id=13924', 'class', 'ticket-info-links', 'titleright_raw', '<a href="/rt/Ticket/Graphs/index.html?id=13924">Graph</a>', ...) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1305

                             eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1295

                             HTML::Mason::Request::comp(undef, undef, undef, 'title', 'Links', 'title_href', '/rt/Ticket/ModifyLinks.html?id=13924', 'class', 'ticket-info-links', ...) called at /opt/bestpractical/rt-4.2.1/share/html/Ticket/Elements/ShowSummary line 97

                             HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x7f393ae2c130)', 'Attachments', 'RT::Attachments=HASH(0x7f393ae292d8)') called at /usr/local/share/perl5/HTML/Mason/Component.pm line 138

                             HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7f39396a8950)', 'Ticket', 'RT::Ticket=HASH(0x7f393ae2c130)', 'Attachments', 'RT::Attachments=HASH(0x7f393ae292d8)') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1305

                             eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1295

                             HTML::Mason::Request::comp(undef, undef, 'Ticket', 'RT::Ticket=HASH(0x7f393ae2c130)', 'Attachments', 'RT::Attachments=HASH(0x7f393ae292d8)') called at /opt/bestpractical/rt-4.2.1/share/html/Ticket/Display.html line 62

                             HTML::Mason::Commands::__ANON__() called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1383

                             eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1383

                             HTML::Mason::Request::content('RT::Interface::Web::Request=HASH(0x7f393a77d978)') called at /opt/bestpractical/rt-4.2.1/share/html/Widgets/TitleBox line 56

                             HTML::Mason::Commands::__ANON__('title', 'Ticket metadata') called at /usr/local/share/perl5/HTML/Mason/Component.pm line 138

                             HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7f393aaa98e0)', 'title', 'Ticket metadata') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1305

                             eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1295

                             HTML::Mason::Request::comp(undef, undef, undef, 'title', 'Ticket metadata') called at /opt/bestpractical/rt-4.2.1/share/html/Ticket/Display.html line 63

                             HTML::Mason::Commands::__ANON__('id', 13924) called at /usr/local/share/perl5/HTML/Mason/Component.pm line 138

                             HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7f393ad2cfd0)', 'id', 13924) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1305

                             eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1295

                             HTML::Mason::Request::comp(undef, undef, undef, 'id', 13924) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 958

                             HTML::Mason::Request::call_next('RT::Interface::Web::Request=HASH(0x7f393a77d978)') called at /opt/bestpractical/rt-4.2.1/share/html/Ticket/autohandler line 66

                             HTML::Mason::Commands::__ANON__('id', 13924) called at /usr/local/share/perl5/HTML/Mason/Component.pm line 138

                             HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7f393ae15650)', 'id', 13924) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1305

                             eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1295

                             HTML::Mason::Request::comp(undef, undef, undef, 'id', 13924) called at /opt/bestpractical/rt-4.2.1/sbin/../lib/RT/Interface/Web.pm line 680

                             RT::Interface::Web::ShowRequestedPage('HASH(0x7f393a5737d8)') called at /opt/bestpractical/rt-4.2.1/sbin/../lib/RT/Interface/Web.pm line 368

                             RT::Interface::Web::HandleRequest('HASH(0x7f393a5737d8)') called at /opt/bestpractical/rt-4.2.1/share/html/autohandler line 53

                             HTML::Mason::Commands::__ANON__('id', 13924) called at /usr/local/share/perl5/HTML/Mason/Component.pm line 138

                             HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7f393a5ff5d0)', 'id', 13924) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1300

                             eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1295

                             HTML::Mason::Request::comp(undef, undef, undef, 'id', 13924) called at /usr/local/share/perl5/HTML/Mason/Request.pm line 484

                             eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 484

                             eval {...} called at /usr/local/share/perl5/HTML/Mason/Request.pm line 436

                             HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x7f393a77d978)') called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 85

                             eval {...} called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 85

                             HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x7f393a77d978)') called at /usr/local/share/perl5/HTML/Mason/Interp.pm line 345

                             HTML::Mason::Interp::exec(undef, undef, 'id', 13924) called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 48

                             eval {...} called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 48

                             HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HASH(0x7f393964fe48)', 'HTML::Mason::FakeApache=HASH(0x7f393acd4710)', 'HASH(0x7f393a776148)') called at /usr/local/share/perl5/HTML/Mason/PSGIHandler/Streamy.pm line 52

                             HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x7f393acd65e0)') called at /opt/bestpractical/rt-4.2.1/sbin/../lib/RT/Interface/Web/Handler.pm line 307

                             RT::Interface::Web::Handler::__ANON__('CODE(0x7f393acd65e0)') called at /usr/local/share/perl5/Plack/Util.pm line 302

                             Plack::Util::__ANON__('CODE(0x7f393aa03918)') called at /usr/local/share/perl5/Plack/Handler/Apache2.pm line 89

                             Plack::Handler::Apache2::call_app('Plack::Handler::Apache2', 'Apache2::RequestRec=SCALAR(0x7f393abaea18)', 'CODE(0x7f3939666678)') called at /usr/local/share/perl5/Plack/Handler/Apache2.pm line 126

                             Plack::Handler::Apache2::handler('Apache2::RequestRec=SCALAR(0x7f393abaea18)') called at -e line 0

                             eval {...} called at -e line 0 (/usr/local/share/perl5/Carp.pm:103)


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From arekm at maven.pl  Tue Nov 26 07:58:47 2013
From: arekm at maven.pl (Arkadiusz =?utf-8?q?Mi=C5=9Bkiewicz?=)
Date: Tue, 26 Nov 2013 13:58:47 +0100
Subject: [rt-users] [PATCH REQ for 4.2.2] callback for Modify.html
Message-ID: <201311261358.47387.arekm@maven.pl>


Hi.

Update.html contains nice callback for various tasks (like checking form 
fields etc):
 $m->callback( CallbackName => 'BeforeUpdate', ARGSRef => \%ARGS, skip_update 
               => \$skip_update, ...

but Modify.html doesn't have such thing.

Was there any reason for not adding BeforeModify callback in Modify.html? It's 
logical to have the same sets of callbacks for similar actions IMO.

This patch below works (hand made, line wrapped, so likely won't apply 
directly). Please add such modification to 4.2.2. Thanks.

--- html/Ticket/Modify.html~   2013-11-25 10:25:50.000000000 +0100
+++ html/Ticket/Modify.html    2013-11-26 13:36:25.847864830 +0100
@@ -77,6 +77,9 @@
 my @results;
 my $skip_update = 0;
 
+$m->callback( CallbackName => 'BeforeModify', ARGSRef => \%ARGS, skip_update 
=> \$skip_update,
+              results => \@results, TicketObj => $TicketObj );
+
 # Now let callbacks have a chance at editing %ARGS
 $m->callback( TicketObj => $TicketObj, CustomFields => $CustomFields, ARGSRef 
=> \%ARGS, skip_update => \$skip_update );

-- 
Arkadiusz Mi?kiewicz, arekm / maven.pl


From alexander.reintzsch at netsystem.de  Tue Nov 26 09:39:31 2013
From: alexander.reintzsch at netsystem.de (Alexander Reintzsch)
Date: Tue, 26 Nov 2013 15:39:31 +0100
Subject: [rt-users] [PATCH REQ for 4.2.2] callback for Modify.html
In-Reply-To: <201311261358.47387.arekm@maven.pl>
References: <201311261358.47387.arekm@maven.pl>
Message-ID: <5294B2A3.4080000@netsystem.de>

Hi,

sorry for capturing this thread, but same request different file. 
Reason is, that the callback cannot set the Privileged flag, so no 
matter what happens in the callback BeforeUpdate, the user's Privileged 
flag cannot be modified. This patch fixes the problem. It'd be awesome 
if you could patch it in the next version. Thank you very much.

--- share/html/Admin/Users/Modify.html	2013-07-30 14:24:52.000000000 
+0200
+++ local/html/Admin/Users/Modify.html	2013-11-26 15:27:27.000000000 
+0100
@@ -298,7 +298,7 @@
 }


-$m->callback( %ARGS, CallbackName => 'BeforeUpdate', User => $UserObj, 
ARGSRef => \%ARGS, Results => \@results );
+$m->callback( %ARGS, CallbackName => 'BeforeUpdate', User => $UserObj, 
ARGSRef => \%ARGS, Results => \@results, SetPrivileged => 
\$SetPrivileged );


 # If we have a user to modify, lets try.


Cheers,
Alex



Am Di 26 Nov 2013 13:58:47 CET schrieb Arkadiusz Mi?kiewicz:
>
> Hi.
>
> Update.html contains nice callback for various tasks (like checking form
> fields etc):
>  $m->callback( CallbackName => 'BeforeUpdate', ARGSRef => \%ARGS, skip_update
>                => \$skip_update, ...
>
> but Modify.html doesn't have such thing.
>
> Was there any reason for not adding BeforeModify callback in Modify.html? It's
> logical to have the same sets of callbacks for similar actions IMO.
>
> This patch below works (hand made, line wrapped, so likely won't apply
> directly). Please add such modification to 4.2.2. Thanks.
>
> --- html/Ticket/Modify.html~   2013-11-25 10:25:50.000000000 +0100
> +++ html/Ticket/Modify.html    2013-11-26 13:36:25.847864830 +0100
> @@ -77,6 +77,9 @@
>  my @results;
>  my $skip_update = 0;
>
> +$m->callback( CallbackName => 'BeforeModify', ARGSRef => \%ARGS, skip_update
> => \$skip_update,
> +              results => \@results, TicketObj => $TicketObj );
> +
>  # Now let callbacks have a chance at editing %ARGS
>  $m->callback( TicketObj => $TicketObj, CustomFields => $CustomFields, ARGSRef
> => \%ARGS, skip_update => \$skip_update );
>



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From falcone at bestpractical.com  Tue Nov 26 11:25:12 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 26 Nov 2013 11:25:12 -0500
Subject: [rt-users] [PATCH REQ for 4.2.2] callback for Modify.html
In-Reply-To: <201311261358.47387.arekm@maven.pl>
References: <201311261358.47387.arekm@maven.pl>
Message-ID: <20131126162512.GH1829@jibsheet.com>

On Tue, Nov 26, 2013 at 01:58:47PM +0100, Arkadiusz Mi?kiewicz wrote:
> Was there any reason for not adding BeforeModify callback in Modify.html? It's 
> logical to have the same sets of callbacks for similar actions IMO.
> 
> This patch below works (hand made, line wrapped, so likely won't apply 
> directly). Please add such modification to 4.2.2. Thanks.

Your patch adds a callback right before another callback which passes
more useful information and can be used to accomplish the same goals.
The existing callback is even visible in your patch.

What does your new callback do that the Default callback doesn't?

-kevin

> --- html/Ticket/Modify.html~   2013-11-25 10:25:50.000000000 +0100
> +++ html/Ticket/Modify.html    2013-11-26 13:36:25.847864830 +0100
> @@ -77,6 +77,9 @@
>  my @results;
>  my $skip_update = 0;
>  
> +$m->callback( CallbackName => 'BeforeModify', ARGSRef => \%ARGS, skip_update 
> => \$skip_update,
> +              results => \@results, TicketObj => $TicketObj );
> +
>  # Now let callbacks have a chance at editing %ARGS
>  $m->callback( TicketObj => $TicketObj, CustomFields => $CustomFields, ARGSRef 
> => \%ARGS, skip_update => \$skip_update );
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From peter.vanzetten at gmail.com  Tue Nov 26 11:25:30 2013
From: peter.vanzetten at gmail.com (Peter van Zetten)
Date: Tue, 26 Nov 2013 17:25:30 +0100
Subject: [rt-users] PostgreSQL sequence counters do not increment correctly
	with rt-importer
Message-ID: <CANzi5xWHwqeGXnarLLP5SSw7mpAtzx97fn4z+6s94MU0735xRQ@mail.gmail.com>

I've been looking at migrating from MySQL to PostgreSQL with the
rt-serializer/importer scripts. This is a precursor to merging two RT
instances, but the initial migration of the main database is being done
with the "--clone" flag to rt-serializer.

The problem is that when rt-importer runs on the empty psql schema, none of
the sequence values are being updated. Then any action using the new
database fails because of duplicate key constraints.

When the same steps are run (from the same serialised data dump) with a
MySQL database, the Auto_increment values are set as expected (as checked
by "SHOW TABLE STATUS LIKE 'Tickets';").

Short psql example showing the problem (I'd expect 'last_value' to be
something other than 1):

rt4=# \d tickets_id_seq
       Sequence "public.tickets_id_seq"
    Column     |  Type   |        Value
---------------+---------+---------------------
 sequence_name | name    | tickets_id_seq
 last_value    | bigint  | 1
 start_value   | bigint  | 1
 increment_by  | bigint  | 1
 max_value     | bigint  | 9223372036854775807
 min_value     | bigint  | 1
 cache_value   | bigint  | 1
 log_cnt       | bigint  | 0
 is_cycled     | boolean | f
 is_called     | boolean | f

So it looks like somehow this sequence isn't being hit at all. Perhaps
because the 'id' of each object is set in the export and is being inserted
directly it doesn't trigger an increment. I'm still finding my way around
postgres so I'm just guessing at the moment.

However since the same serialised output produces valid results in MySQL I
guess the problem is somewhere in rt-importer or my PostgreSQL
configuration. I'll start digging into rt-importer shortly, but I thought
I'd throw this out and see if anyone else has experienced (and maybe even
fixed) this problem.
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From falcone at bestpractical.com  Tue Nov 26 11:27:34 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 26 Nov 2013 11:27:34 -0500
Subject: [rt-users] [PATCH REQ for 4.2.2] callback for Modify.html
In-Reply-To: <5294B2A3.4080000@netsystem.de>
References: <201311261358.47387.arekm@maven.pl> <5294B2A3.4080000@netsystem.de>
Message-ID: <20131126162734.GI1829@jibsheet.com>

On Tue, Nov 26, 2013 at 03:39:31PM +0100, Alexander Reintzsch wrote:
> sorry for capturing this thread, but same request different file. 
> Reason is, that the callback cannot set the Privileged flag, so no 
> matter what happens in the callback BeforeUpdate, the user's Privileged 
> flag cannot be modified. This patch fixes the problem. It'd be awesome 
> if you could patch it in the next version. Thank you very much.

At first glance this appears to be a reasonable change.

Please send your patch to the bug tracker or submit a pull request on
github.

-kevin

> --- share/html/Admin/Users/Modify.html	2013-07-30 14:24:52.000000000 
> +0200
> +++ local/html/Admin/Users/Modify.html	2013-11-26 15:27:27.000000000 
> +0100
> @@ -298,7 +298,7 @@
>  }
> 
> 
> -$m->callback( %ARGS, CallbackName => 'BeforeUpdate', User => $UserObj, 
> ARGSRef => \%ARGS, Results => \@results );
> +$m->callback( %ARGS, CallbackName => 'BeforeUpdate', User => $UserObj, 
> ARGSRef => \%ARGS, Results => \@results, SetPrivileged => 
> \$SetPrivileged );
> 
> 
>  # If we have a user to modify, lets try.
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From arekm at maven.pl  Tue Nov 26 12:18:39 2013
From: arekm at maven.pl (Arkadiusz =?utf-8?q?Mi=C5=9Bkiewicz?=)
Date: Tue, 26 Nov 2013 18:18:39 +0100
Subject: [rt-users] [PATCH REQ for 4.2.2] callback for Modify.html
In-Reply-To: <20131126162512.GH1829@jibsheet.com>
References: <201311261358.47387.arekm@maven.pl>
	<20131126162512.GH1829@jibsheet.com>
Message-ID: <201311261818.39350.arekm@maven.pl>

On Tuesday 26 of November 2013, Kevin Falcone wrote:
> On Tue, Nov 26, 2013 at 01:58:47PM +0100, Arkadiusz Mi?kiewicz wrote:
> > Was there any reason for not adding BeforeModify callback in Modify.html?
> > It's logical to have the same sets of callbacks for similar actions IMO.
> > 
> > This patch below works (hand made, line wrapped, so likely won't apply
> > directly). Please add such modification to 4.2.2. Thanks.
> 
> Your patch adds a callback right before another callback which passes
> more useful information and can be used to accomplish the same goals.
> The existing callback is even visible in your patch.
> 
> What does your new callback do that the Default callback doesn't?

That's a good question + #rt irc conversation explained few things for me. 
It's not needed at all. "Default" will be enough.

-- 
Arkadiusz Mi?kiewicz, arekm / maven.pl


From alexmv at bestpractical.com  Tue Nov 26 13:18:23 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Tue, 26 Nov 2013 13:18:23 -0500
Subject: [rt-users] CustomFields table problems after upgrade to 4.2.1.
 (column repeated referenced after upgrade)
In-Reply-To: <5E3B623DB3B72D4F918D0C9277524691056A6462@SEMLRDEMBX02.rd.astrazeneca.net>
References: <5E3B623DB3B72D4F918D0C9277524691056A6462@SEMLRDEMBX02.rd.astrazeneca.net>
Message-ID: <1385489903.8321.2.camel@umgah.localdomain>

On Tue, 2013-11-26 at 11:30 +0100, "Budsj?, Martin" wrote:
> I tried to upgrade from 4.0.17 to 4.2.1 the other day and no matter
> what I do, I get the same result. After upgrading I can login without
> any problem and all lists of tickets and graphs etc  looks good. (By
> the way, I really like the updates to the menus!)  
> 
> But if I open a ticket, it looks like the query builder is generating
> SQL using the ?repeated? column of the CustomFields table, and that
> column was removed during the 4.1.11 upgrade process.

Hm -- do you also have RT4.0 tables in a different tablespace or
something?  RT attempts to inspect the database's list of existent
columns to determine which columns are available to GROUP BY.
 - Alex




From alexmv at bestpractical.com  Tue Nov 26 15:01:39 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Tue, 26 Nov 2013 15:01:39 -0500
Subject: [rt-users] PostgreSQL sequence counters do not increment
 correctly with rt-importer
In-Reply-To: <CANzi5xWHwqeGXnarLLP5SSw7mpAtzx97fn4z+6s94MU0735xRQ@mail.gmail.com>
References: <CANzi5xWHwqeGXnarLLP5SSw7mpAtzx97fn4z+6s94MU0735xRQ@mail.gmail.com>
Message-ID: <1385496099.28185.4.camel@umgah.localdomain>

On Tue, 2013-11-26 at 17:25 +0100, Peter van Zetten wrote:
> I've been looking at migrating from MySQL to PostgreSQL with the
> rt-serializer/importer scripts. This is a precursor to merging two RT
> instances, but the initial migration of the main database is being
> done with the "--clone" flag to rt-serializer.

> The problem is that when rt-importer runs on the empty psql schema,
> none of the sequence values are being updated. Then any action using
> the new database fails because of duplicate key constraints.

Semi-known bug.  When we've imported into Pg in the past, we've set the
sequences by hand afterwards.  The importer should absolutely grow the
SETVAL() calls to update the sequences after import; patches accepted. 
It should look like a more general form of
https://github.com/bestpractical/rt-extension-assets-import-csv/blob/master/lib/RT/Extension/Assets/Import/CSV.pm#L230

> So it looks like somehow this sequence isn't being hit at all. Perhaps
> because the 'id' of each object is set in the export and is being
> inserted directly it doesn't trigger an increment. I'm still finding
> my way around postgres so I'm just guessing at the moment.

Correct; mysql automatically bumps its AUTO_INCREMENT if you insert
with an explicit id, but neither Oracle nor Pg adjust their sequences.
 - Alex



From lstewart at iweb.com  Tue Nov 26 19:19:34 2013
From: lstewart at iweb.com (Landon Stewart)
Date: Tue, 26 Nov 2013 16:19:34 -0800
Subject: [rt-users] =?windows-1252?q?Datetime_customfield=92s_values_not_b?=
	=?windows-1252?q?eing_stored_in_ticket_created_with_RT=3A=3ATicket?=
Message-ID: <CABgOHgsDGg1kv30LDs+MJJ8BgyMn__1Um6-dagk60OfhWO3j4g@mail.gmail.com>

Hello,

Basically I?m successfully creating a ticket where a bunch of other
CustomFields are set properly except these two Datetime customfields.  The
CFs apply to all applicable queues and are type ?Select datetime?.  I?ve
simplified the ->Create() below a little but generally this is working
perfectly *except* for the CustomerCreated and ServerCreated fields.  The
new ticket in the ?Investigations" queue does not have values for those
(totally unset).

    my ($newinvid, $newinvTransObj, $inverrorMsg) =
$new_investigation->Create(
                     'Queue'  => "Investigations",
                    'Subject' => $self->TransactionObj->Subject,
                     'Status' => 'open',
             'CustomField-83' => 'Customer Notification',
                   'MemberOf' => $IncidentObj->id,
                   'Priority' => $IncidentObj->Priority,
             'CustomField-65' =>
$IncidentObj->FirstCustomFieldValue('Classification'),
             'CustomField-75' =>
$IncidentObj->FirstCustomFieldValue('Customer'),
             'CustomField-77' =>
$IncidentObj->FirstCustomFieldValue('Email'),
             'CustomField-78' =>
$IncidentObj->FirstCustomFieldValue('CustomerCreated'),
             'CustomField-79' =>
$IncidentObj->FirstCustomFieldValue('ServerCreated'),
             'CustomField-81' =>
$IncidentObj->FirstCustomFieldValue('PreferredLanguage'),
             'CustomField-86' =>
$IncidentObj->FirstCustomFieldValue('CCName'),
             'CustomField-87' =>
$IncidentObj->FirstCustomFieldValue('TechEmail'),
             'CustomField-88' =>
$IncidentObj->FirstCustomFieldValue('ClientName'),
             'CustomField-91' =>
$IncidentObj->FirstCustomFieldValue('ClientGroups'),
             'CustomField-92' =>
$IncidentObj->FirstCustomFieldValue('ProductPrice'),
            'CustomField-104' =>
$IncidentObj->FirstCustomFieldValue('ServerType'),
            'CustomField-105' =>
$IncidentObj->FirstCustomFieldValue('OperatingSystem'),
                    'MIMEObj' => $InvMIMEObj,
    );

Do they have to be converted to RT::Date objects or even as far as AsString
to be used as the value?

-- 
Landon Stewart :: lstewart at iweb.com
Lead Specialist, Abuse and Security Management
Sp?cialiste principal, gestion des abus et s?curit?
http://iweb.com :: +1 (888) 909-4932
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From arekm at maven.pl  Wed Nov 27 02:32:46 2013
From: arekm at maven.pl (Arkadiusz =?utf-8?q?Mi=C5=9Bkiewicz?=)
Date: Wed, 27 Nov 2013 08:32:46 +0100
Subject: [rt-users] [PATCH REQ for 4.2.2] callback for Modify.html
In-Reply-To: <201311261818.39350.arekm@maven.pl>
References: <201311261358.47387.arekm@maven.pl>
	<20131126162512.GH1829@jibsheet.com>
	<201311261818.39350.arekm@maven.pl>
Message-ID: <201311270832.46742.arekm@maven.pl>

On Tuesday 26 of November 2013, Arkadiusz Mi?kiewicz wrote:
> On Tuesday 26 of November 2013, Kevin Falcone wrote:
> > On Tue, Nov 26, 2013 at 01:58:47PM +0100, Arkadiusz Mi?kiewicz wrote:
> > > Was there any reason for not adding BeforeModify callback in
> > > Modify.html? It's logical to have the same sets of callbacks for
> > > similar actions IMO.
> > > 
> > > This patch below works (hand made, line wrapped, so likely won't apply
> > > directly). Please add such modification to 4.2.2. Thanks.
> > 
> > Your patch adds a callback right before another callback which passes
> > more useful information and can be used to accomplish the same goals.
> > The existing callback is even visible in your patch.
> > 
> > What does your new callback do that the Default callback doesn't?
> 
> That's a good question + #rt irc conversation explained few things for me.
> It's not needed at all. "Default" will be enough.

One thing is missing in Default though. results array.

 # Now let callbacks have a chance at editing %ARGS
 $m->callback( TicketObj => $TicketObj, CustomFields => $CustomFields, ARGSRef 
=> \%ARGS, skip_update => \$skip_update );


While new BeforeModify callback allows us to change error messages for 
example.

+$m->callback( CallbackName => 'BeforeModify', ARGSRef => \%ARGS, skip_update 
=> \$skip_update,
+              results => \@results, TicketObj => $TicketObj );


Could Default callback call be changed to allow results array modifications? 
Or is there any other way to change results from Default callback?

-- 
Arkadiusz Mi?kiewicz, arekm / maven.pl


From asanka_gunasekera at yahoo.co.uk  Wed Nov 27 04:45:49 2013
From: asanka_gunasekera at yahoo.co.uk (Asanka Gunasekera)
Date: Wed, 27 Nov 2013 09:45:49 +0000 (GMT)
Subject: [rt-users] Time changes once RT resumes normal operations
Message-ID: <1385545549.10183.YahooMailBasic@web172601.mail.ir2.yahoo.com>

Hi I am having this below issue and my environment is RT4 and Redhat 5

when I do date at the command prompt I am getting the out put as Wed Nov 27 14:36:35 IST 2013

But when I look at the Apache log, stop and start Apache the the the is correct but after starting normal operations the RT goes back 5:30 hours back

[Wed Nov 27 14:36:38 2013] [notice] caught SIGTERM, shutting down
[Wed Nov 27 14:37:23 2013] [notice] Digest: generating secret for digest authentication ...
[Wed Nov 27 14:37:23 2013] [notice] Digest: done
[Wed Nov 27 14:37:25 2013] [notice] Apache/2.2.17 (Unix) DAV/2 mod_ssl/2.2.17 OpenSSL/0.9.8e-fips-rhel5 mod_perl/2.0.5 Perl/v5.14.0 configured -- r
esuming normal operations
[Wed Nov 27 09:07:25 2013] [warn]: The actual HTTP_HOST (203.143.24.116) does NOT match the configured WebDomain (192.168.11.39). Perhaps you shoul
d Set($WebDomain, '203.143.24.116') in RT_SiteConfig.pm, otherwise your internal links may be broken. (/usr/local/rt-ora/sbin/../lib/RT/Interface/W
eb.pm:1094)
[Wed Nov 27 09:07:25 2013] [warn]: The actual HTTP_HOST (203.143.24.116) does NOT match the configured WebDomain (192.168.11.39). Perhaps you shoul
d Set($WebDomain, '203.143.24.116') in RT_SiteConfig.pm, otherwise your internal links may be broken. (/usr/local/rt-ora/sbin/../lib/RT/Interface/W
eb.pm:1094)
[Wed Nov 27 09:07:25 2013] [warn]: The actual HTTP_HOST (203.143.24.116) does NOT match the configured WebDomain (192.168.11.39). Perhaps you shoul
d Set($WebDomain, '203.143.24.116') in RT_SiteConfig.pm, otherwise your internal links may be broken. (/usr/local/rt-ora/sbin/../lib/RT/Interface/W
eb.pm:1094)
[Wed Nov 27 09:07:25 2013] [warn]: The actual HTTP_HOST (203.143.24.116) does NOT match the configured WebDomain (192.168.11.39). Perhaps you shoul
d Set($WebDomain, '203.143.24.116') in RT_SiteConfig.pm, otherwise your internal links may be broken. (/usr/local/rt-ora/sbin/../lib/RT/Interface/W
eb.pm:1094)
[Wed Nov 27 09:07:38 2013] [warn]: The actual SERVER_PORT (80) does NOT match the configured WebPort (443). Perhaps you should Set($WebPort, 80) in
 RT_SiteConfig.pm, otherwise your internal links may be broken. (/usr/local/rt-ora/sbin/../lib/RT/Interface/Web.pm:1085)


I have set the RT time zone as below

Set($Timezone, 'Asia/Colombo');

Any idea what is going on

Thanks and Regards


From r.sanchez at fainascensores.com  Wed Nov 27 04:37:42 2013
From: r.sanchez at fainascensores.com (=?iso-8859-1?Q?Rub=E9n_S=E1nchez-Pascuala_P=E9rez?=)
Date: Wed, 27 Nov 2013 10:37:42 +0100
Subject: [rt-users] Incompatibility with IE11?
Message-ID: <000001ceeb54$539d6fd0$fad84f70$@fainascensores.com>

Hi

This is my configuration:

Server:  CentOS 6.4 (64x) / Apache 2 / mod_perl 
           Request Tracker 4.2.0 

Client:  Windows 7 Ultimate (x64)
           Internet Explorer 11.0.9600.16428

When I click reply on a ticket, it does nothing.

If I do this with Firefox or Chrome, works perfectly.

Is there some kind of incompatibility?



 

PROTECCI?N DE DATOS PERSONALES:

A los efectos de lo establecido en la Ley Org?nica 15/1999 (LOPD) y Ley
34/2002, (LSSI), FAIN ASCENSORES, S.A garantiza la confidencialidad de los
datos personales de sus contactos. Le comunicamos que su direcci?n de correo
electr?nico forma parte de una base de datos gestionada bajo nuestra
responsabilidad, con la finalidad, entre otras, de gestionar las
comunicaciones y env?o de publicidad y prospecci?n comercial, sea por su
condici?n de cliente o porque nos haya autorizado a que sus datos figuren en
un fichero debidamente inscrito en la Agencia Espa?ola de Protecci?n de
Datos.

Usted podr? en todo momento, ejercitar sus derechos de acceso,
rectificaci?n, cancelaci?n y oposici?n de sus datos de car?cter personal por
correo ordinario o a trav?s de correo electr?nico, en la siguiente direcci?n
Doctor Esquerdo, 57, 28007, Madrid, Espa?a, Tel. +34 91 409 31 01- Fax +34
91 504 24 63, Email:  <mailto:lopd at fainascensores.com>
lopd at fainascensores.com,  en los t?rminos establecidos en la LOPD. 

Este mensaje se dirige exclusivamente a su destinatario y puede contener
informaci?n privilegiada o confidencial. Si usted ha recibido este mensaje
por error, por favor borre su contenido y comun?quenoslo por esta misma v?a,
en la direcci?n del remitente a la mayor brevedad posible.

Si no consintiese en la utilizaci?n del correo electr?nico o de las
comunicaciones v?a Internet le rogamos nos lo comunique y ponga en nuestro
conocimiento de manera inmediata.

 


-- 
Este mensaje ha sido analizado en busca de virus
y otros contenidos peligrosos,y se considera que
est? limpio.

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From giles at coochey.net  Wed Nov 27 11:31:09 2013
From: giles at coochey.net (Giles Coochey)
Date: Wed, 27 Nov 2013 16:31:09 +0000
Subject: [rt-users] Incompatibility with IE11?
In-Reply-To: <000001ceeb54$539d6fd0$fad84f70$@fainascensores.com>
References: <000001ceeb54$539d6fd0$fad84f70$@fainascensores.com>
Message-ID: <52961E4D.9010702@coochey.net>

On 27/11/2013 09:37, Rub?n S?nchez-Pascuala P?rez wrote:
>
> Hi
>
> This is my configuration:
>
> Server:  CentOS 6.4 (64x) / Apache 2 / mod_perl
>            Request Tracker 4.2.0
>
> Client:  Windows 7 Ultimate (x64)
>            Internet Explorer 11.0.9600.16428
>
> When I clickreply on a ticket, it does nothing.
>
> If I do this with Firefox or Chrome, works perfectly.
>
> Is there some kind of incompatibility?
>
Have you tried 4.2.1 ? Various IE bugs fixed in 4.2.1


-- 
Regards,

Giles Coochey, CCNP, CCNA, CCNAS
NetSecSpec Ltd
+44 (0) 8444 780677
+44 (0) 7983 877438
http://www.coochey.net
http://www.netsecspec.co.uk
giles at coochey.net

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From alexmv at bestpractical.com  Wed Nov 27 12:03:49 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 27 Nov 2013 12:03:49 -0500
Subject: [rt-users] CustomFields table problems after upgrade to 4.2.1.
 (column repeated referenced after upgrade)
In-Reply-To: <5E3B623DB3B72D4F918D0C9277524691056A69A7@SEMLRDEMBX02.rd.astrazeneca.net>
References: <5E3B623DB3B72D4F918D0C9277524691056A6462@SEMLRDEMBX02.rd.astrazeneca.net>
	<1385489903.8321.2.camel@umgah.localdomain>
	<5E3B623DB3B72D4F918D0C9277524691056A69A7@SEMLRDEMBX02.rd.astrazeneca.net>
Message-ID: <1385571829.28185.21.camel@umgah.localdomain>

On Wed, 2013-11-27 at 13:35 +0100, "Budsj?, Martin" wrote:
> Thanks a lot! I did have a extra RT4test schema... I did drop that
> yesterday, but for once I did not rm the mason cache. I did this after
> reading your reply and now it works perfectly!  Thanks again! You saved
> our upgrade plan for the weekend. 

Please keep replies on-list, so others can benefit from what you
discover.  Glad to hear that fixed things.
 - Alex




From chrisb at gourmettrading.net  Thu Nov 28 11:45:25 2013
From: chrisb at gourmettrading.net (Chris Black)
Date: Thu, 28 Nov 2013 08:45:25 -0800
Subject: [rt-users] Error while running make fixdeps on plack
Message-ID: <CAHTJ_wur6tj-aNAY4+=pVt-M18BC-HU0M9E5DWugGiuCUwD0Vg@mail.gmail.com>

Hi all,

I am trying to build a new server with RT and am having some problems
getting make fixdeps to run completely.


It seems like it's failing on PLACK:

arning: Prerequisite 'Plack => 0.992' for 'KAZUHO/Starlet-0.21.tar.gz'
failed when processing 'MIYAGAWA/Plack-1.0030.tar.gz' with 'writemakefile
=> NO '/usr/bin/perl Makefile.PL INSTALLDIRS=site' returned status 512'.
Continuing, but chances to succeed are limited.
make[1]: Entering directory `/root/.cpan/build/Starlet-0.21-q_ryrV'
cp lib/Starlet/Server.pm blib/lib/Starlet/Server.pm
cp lib/Starlet.pm blib/lib/Starlet.pm
cp lib/Plack/Handler/Starlet.pm blib/lib/Plack/Handler/Starlet.pm
Manifying blib/man3/Starlet.3pm
make[1]: Leaving directory `/root/.cpan/build/Starlet-0.21-q_ryrV'
  KAZUHO/Starlet-0.21.tar.gz
  /usr/bin/make -- OK
Warning (usually harmless): 'YAML' not installed, will not store persistent
state
Running make test
make[1]: Entering directory `/root/.cpan/build/Starlet-0.21-q_ryrV'
PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-MTest::Harness"
"-e" "undef *Test::Harness::Switches; test_harness(0, 'inc', 'blib/lib',
'blib/arch')" t/*.t
t/00base.t ................. 1/? Use of uninitialized value $plackup in
exec at t/00base.t line 34.
start_server (pid:2164) starting now...
starting new worker 2165
Can't exec "": No such file or directory at
/usr/local/share/perl5/Server/Starter.pm line 358.
failed to exec No such file or directory
new worker 2165 seems to have failed to start, exit status:65280
starting new worker 2166


Can anyone help out with this?

Thanks.
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From alexmv at bestpractical.com  Thu Nov 28 12:28:00 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 28 Nov 2013 12:28:00 -0500
Subject: [rt-users] Error while running make fixdeps on plack
In-Reply-To: <CAHTJ_wur6tj-aNAY4+=pVt-M18BC-HU0M9E5DWugGiuCUwD0Vg@mail.gmail.com>
References: <CAHTJ_wur6tj-aNAY4+=pVt-M18BC-HU0M9E5DWugGiuCUwD0Vg@mail.gmail.com>
Message-ID: <1385659680.21291.2.camel@umgah.localdomain>

On Thu, 2013-11-28 at 08:45 -0800, Chris Black wrote:

> It seems like it's failing on PLACK:
> 
> 
> arning: Prerequisite 'Plack => 0.992' for 'KAZUHO/Starlet-0.21.tar.gz'
> failed

You've shown the error for Starlet, which depends on Plack.  Please show
the output of 'cpan install Plack'

 - Alex




From chrisb at gourmettrading.net  Thu Nov 28 12:30:44 2013
From: chrisb at gourmettrading.net (Chris Black)
Date: Thu, 28 Nov 2013 09:30:44 -0800
Subject: [rt-users] Error while running make fixdeps on plack
In-Reply-To: <1385659680.21291.2.camel@umgah.localdomain>
References: <CAHTJ_wur6tj-aNAY4+=pVt-M18BC-HU0M9E5DWugGiuCUwD0Vg@mail.gmail.com>
	<1385659680.21291.2.camel@umgah.localdomain>
Message-ID: <CAHTJ_wsoPaxHyPGcqwphh5d9Gzodx-mc3DXx5C4Ow9Y=5h4LDg@mail.gmail.com>

>
>
> You've shown the error for Starlet, which depends on Plack.  Please show
> the output of 'cpan install Plack'
>
>  - Alex
>
>
> Here's the output from that command.

Plack-1.0030/benchmarks/fcgi.pl
CPAN: File::Temp loaded ok (v0.2304)

  CPAN.pm: Going to build M/MI/MIYAGAWA/Plack-1.0030.tar.gz

Can't locate File/ShareDir/Install.pm in @INC (@INC contains:
/usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl
/usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at
Makefile.PL line 9.
BEGIN failed--compilation aborted at Makefile.PL line 9.
Warning: No success on command[/usr/bin/perl Makefile.PL INSTALLDIRS=site]
Warning (usually harmless): 'YAML' not installed, will not store persistent
state
  MIYAGAWA/Plack-1.0030.tar.gz
  /usr/bin/perl Makefile.PL INSTALLDIRS=site -- NOT OK
Running make test
  Make had some problems, won't test
Running make install
  Make had some problems, won't install
Could not read '/root/.cpan/build/Plack-1.0030-RDn9Lg/META.yml'. Falling
back to other methods to determine prerequisites
Failed during this command:
 MIYAGAWA/Plack-1.0030.tar.gz                 : writemakefile NO
'/usr/bin/perl Makefile.PL INSTALLDIRS=site' returned status 512
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From alexmv at bestpractical.com  Thu Nov 28 12:52:56 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 28 Nov 2013 12:52:56 -0500
Subject: [rt-users] Error while running make fixdeps on plack
In-Reply-To: <CAHTJ_wsoPaxHyPGcqwphh5d9Gzodx-mc3DXx5C4Ow9Y=5h4LDg@mail.gmail.com>
References: <CAHTJ_wur6tj-aNAY4+=pVt-M18BC-HU0M9E5DWugGiuCUwD0Vg@mail.gmail.com>
	<1385659680.21291.2.camel@umgah.localdomain>
	<CAHTJ_wsoPaxHyPGcqwphh5d9Gzodx-mc3DXx5C4Ow9Y=5h4LDg@mail.gmail.com>
Message-ID: <1385661176.21291.5.camel@umgah.localdomain>

On Thu, 2013-11-28 at 09:30 -0800, Chris Black wrote:
>   CPAN.pm: Going to build M/MI/MIYAGAWA/Plack-1.0030.tar.gz
> 
> 
> Can't locate File/ShareDir/Install.pm in @INC

Apparently your version of CPAN.pm is too old to understand
configure_requires.  What does `cpan -v` report?

You can work around this by running 'cpan install
File::ShareDir::Install' before running 'make fixdeps'
 - Alex




From chrisb at gourmettrading.net  Thu Nov 28 12:59:07 2013
From: chrisb at gourmettrading.net (Chris Black)
Date: Thu, 28 Nov 2013 09:59:07 -0800
Subject: [rt-users] Error while running make fixdeps on plack
In-Reply-To: <1385661176.21291.5.camel@umgah.localdomain>
References: <CAHTJ_wur6tj-aNAY4+=pVt-M18BC-HU0M9E5DWugGiuCUwD0Vg@mail.gmail.com>
	<1385659680.21291.2.camel@umgah.localdomain>
	<CAHTJ_wsoPaxHyPGcqwphh5d9Gzodx-mc3DXx5C4Ow9Y=5h4LDg@mail.gmail.com>
	<1385661176.21291.5.camel@umgah.localdomain>
Message-ID: <CAHTJ_wty1gLQMmrhNemefyjmc2E8jshse=9T532t+CAxBh_8SQ@mail.gmail.com>

On Thu, Nov 28, 2013 at 9:52 AM, Alex Vandiver <alexmv at bestpractical.com>wrote:

> On Thu, 2013-11-28 at 09:30 -0800, Chris Black wrote:
> >   CPAN.pm: Going to build M/MI/MIYAGAWA/Plack-1.0030.tar.gz
> >
> >
> > Can't locate File/ShareDir/Install.pm in @INC
>
> Apparently your version of CPAN.pm is too old to understand
> configure_requires.  What does `cpan -v` report?
>
> You can work around this by running 'cpan install
> File::ShareDir::Install' before running 'make fixdeps'
>  - Alex
>
>
> Hi thanks!

[root at localhost rt-4.2.1]# cpan -v
/usr/bin/cpan script version 1.9, CPAN.pm version 1.9402

Running that install manually helped, but now I am having problems with the
GPG missing dependencies:
        GnuPG::Interface ...MISSING

Running that manually is giving me this:
Failed 20/20 test programs. 0/0 subtests failed.
make: *** [test_dynamic] Error 2
  ALEXMV/GnuPG-Interface-0.46.tar.gz
  /usr/bin/make test -- NOT OK
//hint// to see the cpan-testers results for installing this module, try:
  reports ALEXMV/GnuPG-Interface-0.46.tar.gz
Warning (usually harmless): 'YAML' not installed, will not store persistent
state
Running make install
  make test had returned bad status, won't install without force
Could not read '/root/.cpan/build/Mouse-2.1.0-m4Tq8q/META.yml'. Falling
back to other methods to determine prerequisites
Failed during this command:
 GFUJI/Mouse-2.1.0.tar.gz                     : writemakefile NO
'/usr/bin/perl Build.PL --installdirs site' returned status 65280
 SARTAK/Any-Moose-0.21.tar.gz                 : make_test NO
 ALEXMV/GnuPG-Interface-0.46.tar.gz           : make_test NO
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From alexmv at bestpractical.com  Thu Nov 28 13:08:30 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 28 Nov 2013 13:08:30 -0500
Subject: [rt-users] Error while running make fixdeps on plack
In-Reply-To: <CAHTJ_wty1gLQMmrhNemefyjmc2E8jshse=9T532t+CAxBh_8SQ@mail.gmail.com>
References: <CAHTJ_wur6tj-aNAY4+=pVt-M18BC-HU0M9E5DWugGiuCUwD0Vg@mail.gmail.com>
	<1385659680.21291.2.camel@umgah.localdomain>
	<CAHTJ_wsoPaxHyPGcqwphh5d9Gzodx-mc3DXx5C4Ow9Y=5h4LDg@mail.gmail.com>
	<1385661176.21291.5.camel@umgah.localdomain>
	<CAHTJ_wty1gLQMmrhNemefyjmc2E8jshse=9T532t+CAxBh_8SQ@mail.gmail.com>
Message-ID: <1385662110.21291.8.camel@umgah.localdomain>

On Thu, 2013-11-28 at 09:59 -0800, Chris Black wrote:

> [root at localhost rt-4.2.1]# cpan -v
> /usr/bin/cpan script version 1.9, CPAN.pm version 1.9402

You may wish to update CPAN: 'cpan install CPAN' 
Or install and use cpanm:
  cpan install App::cpanminus
  RT_FIX_DEPS_CMD=cpanm make fixdeps


> Failed during this command:
>  GFUJI/Mouse-2.1.0.tar.gz                     : writemakefile NO
> '/usr/bin/perl Build.PL --installdirs site' returned status 65280
>  SARTAK/Any-Moose-0.21.tar.gz                 : make_test NO
>  ALEXMV/GnuPG-Interface-0.46.tar.gz           : make_test NO

Mouse is the dependency that failed to install.  Show the logs from
attempting to install that.
 - Alex




From chrisb at gourmettrading.net  Thu Nov 28 13:11:46 2013
From: chrisb at gourmettrading.net (Chris Black)
Date: Thu, 28 Nov 2013 10:11:46 -0800
Subject: [rt-users] Error while running make fixdeps on plack
In-Reply-To: <1385662110.21291.8.camel@umgah.localdomain>
References: <CAHTJ_wur6tj-aNAY4+=pVt-M18BC-HU0M9E5DWugGiuCUwD0Vg@mail.gmail.com>
	<1385659680.21291.2.camel@umgah.localdomain>
	<CAHTJ_wsoPaxHyPGcqwphh5d9Gzodx-mc3DXx5C4Ow9Y=5h4LDg@mail.gmail.com>
	<1385661176.21291.5.camel@umgah.localdomain>
	<CAHTJ_wty1gLQMmrhNemefyjmc2E8jshse=9T532t+CAxBh_8SQ@mail.gmail.com>
	<1385662110.21291.8.camel@umgah.localdomain>
Message-ID: <D0E4D4A1-424D-498D-990E-2D6E3BC8520B@gourmettrading.net>

On Nov 28, 2013, at 10:08 AM, Alex Vandiver <alexmv at bestpractical.com> wrote:

> On Thu, 2013-11-28 at 09:59 -0800, Chris Black wrote:
> 
>> [root at localhost rt-4.2.1]# cpan -v
>> /usr/bin/cpan script version 1.9, CPAN.pm version 1.9402
> 
> You may wish to update CPAN: 'cpan install CPAN' 
> Or install and use cpanm:
>  cpan install App::cpanminus
>  RT_FIX_DEPS_CMD=cpanm make fixdeps
> 
> 
>> Failed during this command:
>> GFUJI/Mouse-2.1.0.tar.gz                     : writemakefile NO
>> '/usr/bin/perl Build.PL --installdirs site' returned status 65280
>> SARTAK/Any-Moose-0.21.tar.gz                 : make_test NO
>> ALEXMV/GnuPG-Interface-0.46.tar.gz           : make_test NO
> 
> Mouse is the dependency that failed to install.  Show the logs from
> attempting to install that.
> - Alex
> 
> 

Doing the CPAN upgrade fixed it! Thanks! :)


From chrisb at gourmettrading.net  Thu Nov 28 14:48:53 2013
From: chrisb at gourmettrading.net (Chris Black)
Date: Thu, 28 Nov 2013 11:48:53 -0800
Subject: [rt-users] Upgrading from 4.0.8 to 4.2.1 missing dashboards
Message-ID: <CAHTJ_wtP4+MNOCmBL81oa1HfScgLi9DJwHxbozwR4MG+SYh1iQ@mail.gmail.com>

Hi everyone,

I just upgraded from 4.0.8 to 4.2.1 this morning and when I log in with my
username which was full admin. When I log in now, I am only seeing my list
of "open tickets". I can't find any dashboard options, admin options, etc.

I did run make upgrade-database and there were no errors.

Did I miss part of the upgrade process?
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From jenny at ebi.ac.uk  Fri Nov 29 08:11:37 2013
From: jenny at ebi.ac.uk (Jenny Martin)
Date: Fri, 29 Nov 2013 13:11:37 +0000
Subject: [rt-users] changing Organization
Message-ID: <52989289.9030207@ebi.ac.uk>

I would like to change our Organization name to avoid confusion with
another RT instance?  Does anyone have a script to fixup the RT database
so that I can change the Organization name without breaking the RT
ticket links?



From chris at roaima.co.uk  Fri Nov 29 08:37:09 2013
From: chris at roaima.co.uk (Chris Davies)
Date: Fri, 29 Nov 2013 13:37:09 +0000
Subject: [rt-users] AD domains with RT::Authen::ExternalAuth
Message-ID: <52989885.9050001@roaima.co.uk>

At the moment using RT::Authen::ExternAuth for LDAP authentication to 
Active Directory it's not possible to use DOMAIN\user syntax. This is at 
odds with much of the other (Windows based) infrastructure we use, and 
it confuses our users. Until recently we've been trying to mitigate the 
issue with a message that reminds people to omit the domain part, but 
it's not a clean solution and has been bugging me.

I've finally got around to making some changes to 
RT::Authen::ExternalAuth that allows me to define the Windows domain. 
This isn't a true Forest/Trust model but it's sufficient for us. The 
change is, I believe, backwards compatible with existing installations 
as the domain can be an optional component.

Examples:
     "DOMAIN\user" - succeeds if DOMAIN is required and matches, and 
user is authenticated in LDAP
     "user" - succeeds if DOMAIN is optional, and user is authenticated 
in LDAP
     "OTHERDOMAIN\user" - fails if DOMAIN is required but does not match
     "DOMAIN\otheruser" - fails if DOMAIN matches, but otheruser is not 
authenticated in LDAP

In order to support this I've added three new configuration elements in 
RT_Site_Config.pm, settable per LDAP configuration section:
     'ad_domain_prefix' => 'DOMAIN',    # is case insensitive
     'ad_domain_required' => 'no',    # { 'yes' | 'no' }
     'ad_domain_separator' => '\\',    # split domain\user with this 
character


Are the patches something that would be useful to share here? I've tried 
emailing the contact in the RT::Authen::ExternalAuth but heard nothing back.

Chris

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From chrisb at gourmettrading.net  Fri Nov 29 10:34:52 2013
From: chrisb at gourmettrading.net (Chris Black)
Date: Fri, 29 Nov 2013 07:34:52 -0800
Subject: [rt-users] Upgrading from 4.0.8 to 4.2.1 missing dashboards
In-Reply-To: <CAHTJ_wtP4+MNOCmBL81oa1HfScgLi9DJwHxbozwR4MG+SYh1iQ@mail.gmail.com>
References: <CAHTJ_wtP4+MNOCmBL81oa1HfScgLi9DJwHxbozwR4MG+SYh1iQ@mail.gmail.com>
Message-ID: <CAHTJ_ws_x_xtTfOprCS0VAkroyQDgnCMfbtBCKZErskKHmERUA@mail.gmail.com>

Anyone have any suggestions on this? I've tried restoring my database and
running the make upgrade-database again but the same thing happens. It
seems like my user loses all permissions, etc?

I even tried enabling the root user and it's the same thing, just a list of
open tickets, no options, etc.

Thanks,
Chris Black
IT Manager
Gourmet Trading
HelpDesk: 310-216-1234
chrisb at gourmettrading.net


On Thu, Nov 28, 2013 at 11:48 AM, Chris Black <chrisb at gourmettrading.net>wrote:

> Hi everyone,
>
> I just upgraded from 4.0.8 to 4.2.1 this morning and when I log in with my
> username which was full admin. When I log in now, I am only seeing my list
> of "open tickets". I can't find any dashboard options, admin options, etc.
>
> I did run make upgrade-database and there were no errors.
>
> Did I miss part of the upgrade process?
>
>
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From me at payam124.com  Sat Nov 30 10:59:20 2013
From: me at payam124.com (Payam Poursaied)
Date: Sat, 30 Nov 2013 16:59:20 +0100
Subject: [rt-users] bug in HTML::FormatText::WithLinks::AndTables stops
	scrips working
Message-ID: <037601ceede5$2368fda0$6a3af8e0$@payam124.com>

Hi

We are using rt4.2.1

In the past weeks, we received considerable complaints from our staff that
their comments and corresponds are not delivered to the requestors (i.e. on
correspond notify requestors).

As we had upgraded from 3.8 to 4.2.1, we thought this might be caused by the
upgrade...

 

But Checking different things I found the below in the logs:

 

[3778] [Sat Nov 30 09:24:26 2013] [warning]: Use of uninitialized value $_
in concatenation (.) or string at
/usr/local/lib/perl5/site_perl/5.14.2/HTML/FormatText/With

Links/AndTables.pm line 211.
(/usr/local/lib/perl5/site_perl/5.14.2/HTML/FormatText/WithLinks/AndTables.p
m:211)

[3778] [Sat Nov 30 09:24:26 2013] [error]: Scrip Prepare 6 died. - Can't
call method "content" on an undefined value at
/usr/local/lib/perl5/site_perl/5.14.2/HTML/Form

atText/WithLinks/AndTables.pm line 217.

 

Stack:

 
[/usr/local/lib/perl5/site_perl/5.14.2/HTML/FormatText/WithLinks/AndTables.p
m:217]

 
[/usr/local/lib/perl5/site_perl/5.14.2/HTML/FormatText/WithLinks/AndTables.p
m:101]

 
[/usr/local/lib/perl5/site_perl/5.14.2/HTML/FormatText/WithLinks/AndTables.p
m:83]

  [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1777]

  [/opt/rt4/sbin/../lib/RT/Template.pm:666]

  [/opt/rt4/sbin/../lib/RT/Template.pm:421]

  [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:139]

  [/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69]

  [/opt/rt4/sbin/../lib/RT/ScripAction.pm:222]

  [/opt/rt4/sbin/../lib/RT/Scrip.pm:561]

  [/opt/rt4/sbin/../lib/RT/Scrips.pm:358]

  [/opt/rt4/sbin/../lib/RT/Transaction.pm:189]

  [/opt/rt4/sbin/../lib/RT/Record.pm:1626]

  [/opt/rt4/sbin/../lib/RT/Ticket.pm:1611]

  [/opt/rt4/sbin/../lib/RT/Ticket.pm:1507]

 
[/opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Fi
lter/TakeAction.pm:374]

  [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1531]

  [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1345]

 

Working more, I found that, when HTML::FormatText::WithLinks::AndTables
could not parse the message and returned error, the scrips stop working

In this special case, the problem could be generated very easy. Consider
having 2 empty html tables which one of them enclosed in the other:

 

 

<table>

<tr>

<td>

<table>

</table>

</td>

</tr>

</table>

 

If the message contains such structure,
HTML::FormatText::WithLinks::AndTables would fail.

Sample code to test:

 

use HTML::FormatText::WithLinks::AndTables;

if (!(defined($ARGV[0]))) {print print "please enter htmlfile"\n";exit;}

$html=`cat $ARGV[0]`;

my $text = HTML::FormatText::WithLinks::AndTables->convert($html);

print $text;

 

 

something regarding this bug is here:
https://rt.cpan.org/Public/Bug/Display.html?id=87457 but I've not applied
it.

 

First, does anybody else faced with such problem? i.e.
incorrect/incompatible html mail from a customer and/or staff which causes
scrips fail to run scrips? I could not figure it out if this exists in 3.8.
or not.

Second, is that rational behavior for RT? I believe even if such module
failed, at lease scrips should continue working. (maybe it should be
submitted to rt-bugs)

 

-payam

 

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