From ruz at bestpractical.com  Tue Oct  1 10:27:39 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 1 Oct 2013 18:27:39 +0400
Subject: [rt-users] Need help with the plugin RT::Extension::SLA
In-Reply-To: <CAHT2K-fWuahp8+Y0fBifnErYTOHwgtTQibdx_=PW46xnMDRjCQ@mail.gmail.com>
References: <CADRn1OWtDV_No9At+0EbQbxbwdBitdnW8M1HEX376oLgr83DWw@mail.gmail.com>
	<CAMOxC8u3vS9RnwiVro1jhWDH-ajmwipM7tLvXYJSA-kbaKT0BQ@mail.gmail.com>
	<CAHT2K-fWuahp8+Y0fBifnErYTOHwgtTQibdx_=PW46xnMDRjCQ@mail.gmail.com>
Message-ID: <CAMOxC8sbMoVTNRfgMmDxWBPs7+7ziKsJgqN44jNvrvLFLOtNew@mail.gmail.com>

On Tue, Oct 1, 2013 at 6:18 PM, Abdallah TABI <at at efficientip.com> wrote:

> Good afternoon,
>
> Thank you for your really quick answer !
>
> Ok let me give you more information.
>

As I said, your testing setup is wrong. Ticket should have a requestor, in
your case requestor is empty.

Let me show you two cases:

1) Staff A creates a ticket with requestor B and says "we talked on the
phone, here is info you requested..."
2) User B creates a ticket with himself as requestor and says "can I get
some help"

Do you see difference? What you're testing is closer to 1)

To see how it works you need at least two users (with emails defined, this
will make life easier) and either switch logins or use email integration.

-- 
Best regards, Ruslan.
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From at at efficientip.com  Tue Oct  1 10:29:13 2013
From: at at efficientip.com (Abdallah TABI)
Date: Tue, 1 Oct 2013 16:29:13 +0200
Subject: [rt-users] Need help with the plugin RT::Extension::SLA
In-Reply-To: <CAMOxC8sbMoVTNRfgMmDxWBPs7+7ziKsJgqN44jNvrvLFLOtNew@mail.gmail.com>
References: <CADRn1OWtDV_No9At+0EbQbxbwdBitdnW8M1HEX376oLgr83DWw@mail.gmail.com>
	<CAMOxC8u3vS9RnwiVro1jhWDH-ajmwipM7tLvXYJSA-kbaKT0BQ@mail.gmail.com>
	<CAHT2K-fWuahp8+Y0fBifnErYTOHwgtTQibdx_=PW46xnMDRjCQ@mail.gmail.com>
	<CAMOxC8sbMoVTNRfgMmDxWBPs7+7ziKsJgqN44jNvrvLFLOtNew@mail.gmail.com>
Message-ID: <CAHT2K-dgiLkAeXb97Le_HdrOf+gCygV0JOP6tAwGLx=t1F3fPA@mail.gmail.com>

I've just created a new ticket at 4:24 PM on Tue with the user admin, and
in the field Due: I got Wed 10:24 AM which is the Resolve time not the
Response time of 15 min setted.

So, for us at the start the Due time is not what is expected.

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


2013/10/1 Ruslan Zakirov <ruz at bestpractical.com>

>
> On Tue, Oct 1, 2013 at 6:18 PM, Abdallah TABI <at at efficientip.com> wrote:
>
>> Good afternoon,
>>
>> Thank you for your really quick answer !
>>
>> Ok let me give you more information.
>>
>
> As I said, your testing setup is wrong. Ticket should have a requestor, in
> your case requestor is empty.
>
> Let me show you two cases:
>
> 1) Staff A creates a ticket with requestor B and says "we talked on the
> phone, here is info you requested..."
> 2) User B creates a ticket with himself as requestor and says "can I get
> some help"
>
> Do you see difference? What you're testing is closer to 1)
>
> To see how it works you need at least two users (with emails defined, this
> will make life easier) and either switch logins or use email integration.
>
> --
> Best regards, Ruslan.
>
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From forrestt at usa.net  Tue Oct  1 10:39:38 2013
From: forrestt at usa.net (forrestt)
Date: Tue, 1 Oct 2013 07:39:38 -0700 (PDT)
Subject: [rt-users] make fixdeps error
In-Reply-To: <CAJGbGjT_YeL+qTLycOk=1WQeRkgLmBNf9kzff=-Zd-yPQMXROQ@mail.gmail.com>
References: <CAJGbGjT_YeL+qTLycOk=1WQeRkgLmBNf9kzff=-Zd-yPQMXROQ@mail.gmail.com>
Message-ID: <1380638377999-55369.post@n7.nabble.com>

I know it's been a month since you posted this, but I was having the same
issue on a CentOS 6 system and thought I'd help in case you or someone else
was having this issue.  First I installed YAML as I was getting errors
relating to that and although it said it shouldn't be a problem without it,
it was.

% sudo perl -MCPAN -e shell
cpan[1]> install YAML

I then hit an error with regard to missing mysql.h so:

% sudo yum install mysql-devel

After that, all was fine.

HTH

Forrest



--
View this message in context: http://requesttracker.8502.n7.nabble.com/make-fixdeps-error-tp55124p55369.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From esdras at gmail.com  Tue Oct  1 10:44:06 2013
From: esdras at gmail.com (Esdras Neto)
Date: Tue, 1 Oct 2013 15:44:06 +0100
Subject: [rt-users] Download box on the RT front page
Message-ID: <CAF2iieagt8Mreh7JRBFLJ5XNRmAgK_SXxko65zmT7JUJrntmrw@mail.gmail.com>

Hi guys,

I'm new here and I really would love to know if someone has ever
implemented a Box like the one "MyReminders" but with "MyDownloads" to
enable the user to download files from his account.

Can someone point me on the right direction please?

Thank you very much!
Esdras

-- 
http://www.borealis-aurora.com
http://www.alvespassos.com
Sharing things that we cannot buy.
Mobile +353 (0)83 4005868
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From al at efficientip.com  Tue Oct  1 10:12:08 2013
From: al at efficientip.com (Alexandre LEPREVOST)
Date: Tue, 1 Oct 2013 16:12:08 +0200
Subject: [rt-users] Need help with the plugin RT::Extension::SLA
In-Reply-To: <CADRn1OUOiXEugGg0YRNuf5YAeuy2X1VNhA9pqrtR+fT7b6Sm2g@mail.gmail.com>
References: <CADRn1OWtDV_No9At+0EbQbxbwdBitdnW8M1HEX376oLgr83DWw@mail.gmail.com>
	<CAMOxC8u3vS9RnwiVro1jhWDH-ajmwipM7tLvXYJSA-kbaKT0BQ@mail.gmail.com>
	<CADRn1OUOiXEugGg0YRNuf5YAeuy2X1VNhA9pqrtR+fT7b6Sm2g@mail.gmail.com>
Message-ID: <CADRn1OXk4qEaBcOn-jT+1825WgWdMZAgqcLgghtY=czCaTJZng@mail.gmail.com>

Hello

I think my previous message wasn't delivered due to a size over 100ko.

This is the same message with lower image resolution :

"
Thank you for your really quick answer !

Ok let me give you more information.

I've 2 accounts:
[image: Images int?gr?es 1]

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

I create a ticket with the account al - I put SLA "Priority 1" (in conf
file  : Response => { BusinessMinutes => 15 },Resolve  => { BusinessMinutes
=> 60*4 })
[image: Images int?gr?es 2]
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - After the creation, this is the what I've got in
the field Dates. The value in the field Due seems to be wrong. Following my
business hours (I did the ticket at 17:38pm), I'm expecting the value
07:15:00 (arround that time) and not the response value 11:00:00 (Response
time)

[image: Images int?gr?es 3]
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - -

Now I'm connected with admin account and I put a comment (Response):

[image: Images int?gr?es 4]
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - -

This is what I see in the property - The due date hasn't changed.

[image: Images int?gr?es 5]

I hope that It will be helpful for you. I'm here if you need more
information.

"
Kind regards / Cordialement


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


2013/9/30 Alexandre LEPREVOST <al at efficientip.com>

> Thank you for your really quick answer !
>
> Ok let me give you more information.
>
> I've 2 accounts:
>
> [image: Images int?gr?es 7]
>
> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
> - - - - - - - - - - - - -
>
> I create a ticket with the account al - I put SLA "Priority 1" (in conf
> file  : Response => { BusinessMinutes => 15 },Resolve  => { BusinessMinutes
> => 60*4 })
> [image: Images int?gr?es 2]
> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
> - - - - - - - - - - - - - After the creation, this is the what I've got
> in the field Dates. The value in the field Due seems to be wrong. Following
> my business hours (I did the ticket at 17:38pm), I'm expecting the value
> 07:15:00 (arround that time) and not the response value 11:00:00 (Response
> time)
>
> [image: Images int?gr?es 3]
> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
> - - - - - - - - - - - - -
>
> Now I'm connected with admin account and I put a comment (Response):
>
> [image: Images int?gr?es 4]
> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
> - - - - - - - - - - - - -
>
> This is what I see in the property - The due date hasn't changed.
>
> [image: Images int?gr?es 5]
> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
> - - - - - - - - - - - - -
>
> To help you as much as possible, this is the configuration on the custom
> field SLA (used in each ticket to start SLA).
>
> [image: Images int?gr?es 6]
>
>
> I hope that It will be helpful for you. I'm here if you need more
> information.
> Kind regards / Cordialement
>
> 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
>
>
> 2013/9/30 Ruslan Zakirov <ruz at bestpractical.com>
>
>> Hi,
>>
>> I don't understand what you see and what you don't see. May be screenshot
>> of history of a test ticket would be more helpful.
>>
>> How do you test? If you test everything using one login then you will
>> fail to see any good results.
>>
>>
>>
>> On Mon, Sep 30, 2013 at 5:32 PM, Alexandre LEPREVOST <al at efficientip.com>wrote:
>>
>>> Hello,
>>>
>>> I?m working in software publisher and we need a tool to handle tickets.
>>> We are studiying some tools and RT seems to be the right one but, I?ve
>>> trouble with the plugin "RT::Extension::SLA". I?ve followed the tutorial
>>> (thanks to Ruslan ? nice job).
>>>
>>> My RT version : RT 4.0.17
>>>
>>> What I want to do seems to be simple:
>>>
>>> When a ticket is open - we have a Response time (15 min for e.g.). After
>>> a Response, I'm expecting to switch on Resolve time (4 hours for e.g.).
>>>
>>>
>>> *Here a full example (following the configuration file below):*
>>>
>>> Open a ticket with the queue 'support' and select the level 'Priority
>>> 1', I would like to see in Due field : 15 minutes to answer. After this
>>> action, I would like to see 4 hours to resolve. But unfortunately It
>>> doesn't work. Either I see the right Response status but I never see the
>>> Resolve status after an answer or I see the Response time directly.
>>>
>>> Set(@Plugins,(qw(RT::Extension::SLA)));
>>>
>>> %RT::ServiceAgreements =
>>> (
>>>     Default => 'Priority 1',
>>>     QueueDefault =>
>>>     {
>>>         'General' => 'HachIT',
>>>         'support' => 'Priority 1',
>>>     },
>>>     Levels =>
>>>     {
>>>         'HachIT' =>     {
>>>             BusinessHours => 'US1',
>>>             Response => { BusinessMinutes => 15 },
>>>             Resolve  => { BusinessMinutes => 60*4 },
>>>         },
>>>         'Priority 1' =>         {
>>>             BusinessHours => 'Europe1',
>>>             Response => { BusinessMinutes => 15 },
>>>             Resolve  => { BusinessMinutes => 60*4 },
>>>         },
>>>         'Priority 2' => {
>>>             BusinessHours => 'Europe1',
>>>             Response => { BusinessMinutes => 30 },
>>>             Resolve  => { BusinessMinutes => 60*8*4 },
>>>         },
>>>         'Priority 3' => {
>>>             BusinessHours => 'Europe1',
>>>             Response => { BusinessMinutes => 45 },
>>>             Resolve  => { BusinessMinutes => 60*8*20 },
>>>         },
>>>     },
>>> );
>>>
>>> %RT::ServiceBusinessHours =
>>> (
>>>     'US1' =>
>>>     {
>>>         0 => { Name => 'Sunday', Start => undef, End => undef },
>>>         1 => { Name => 'Monday', Start => '15:00', End => '23:59' },
>>>         2 => { Name => 'Tuesday', Start => '15:00', End => '23:59' },
>>>         3 => { Name => 'Wednesday', Start => '15:00', End => '23:59' },
>>>         4 => { Name => 'Thursday', Start => '15:00', End => '23:59' },
>>>         5 => { Name => 'Friday', Start => '15:00', End => '23:59' },
>>>         6 => { Name => 'Saturday', Start => undef, End => undef},
>>>     },
>>>     'Europe1' =>
>>>     {
>>>         0 => { Name => 'Sunday', Start => undef, End => undef },
>>>         1 => { Name => 'Monday', Start => '07:00', End => '17:00' },
>>>         2 => { Name => 'Tuesday', Start => '07:00', End => '17:00' },
>>>         3 => { Name => 'Wednesday', Start => '07:00', End => '17:00' },
>>>         4 => { Name => 'Thursday', Start => '07:00', End => '17:00' },
>>>         5 => { Name => 'Friday', Start => '07:00', End => '17:00' },
>>>         6 => { Name => 'Saturday', Start => undef, End => undef},
>>>     },
>>> );
>>>
>>> Am I wrong ? Did I miss something ? We are 3 peoples here and nobody
>>> understand this behavior. I hope you will be available to help me. I'm
>>> available as much as possible If you need my time.
>>>
>>> Best regards
>>>
>>> Alexandre
>>> 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
>>>
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>
>
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From at at efficientip.com  Tue Oct  1 10:18:38 2013
From: at at efficientip.com (Abdallah TABI)
Date: Tue, 1 Oct 2013 16:18:38 +0200
Subject: [rt-users] Need help with the plugin RT::Extension::SLA
In-Reply-To: <CAMOxC8u3vS9RnwiVro1jhWDH-ajmwipM7tLvXYJSA-kbaKT0BQ@mail.gmail.com>
References: <CADRn1OWtDV_No9At+0EbQbxbwdBitdnW8M1HEX376oLgr83DWw@mail.gmail.com>
	<CAMOxC8u3vS9RnwiVro1jhWDH-ajmwipM7tLvXYJSA-kbaKT0BQ@mail.gmail.com>
Message-ID: <CAHT2K-fWuahp8+Y0fBifnErYTOHwgtTQibdx_=PW46xnMDRjCQ@mail.gmail.com>

Good afternoon,

Thank you for your really quick answer !

Ok let me give you more information.

I've 2 accounts:
[image: Images int?gr?es 1]

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

I create a ticket with the account al - I put SLA "Priority 1" (in conf
file  : Response => { BusinessMinutes => 15 },Resolve  => { BusinessMinutes
=> 60*4 })
[image: Images int?gr?es 2]
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - -After the creation, this is the what I've got in the
field Dates. The value in the field Due seems to be wrong. Following my
business hours (I did the ticket at 17:38pm), I'm expecting the value
07:15:00 (arround that time) and not the response value 11:00:00 (Response
time)

[image: Images int?gr?es 3]
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - -

Now I'm connected with admin account and I put a comment (Response):

[image: Images int?gr?es 4]
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - -

This is what I see in the property - The due date hasn't changed.

[image: Images int?gr?es 5]

I hope that It will be helpful for you. I'm here if you need more
information.

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


2013/9/30 Ruslan Zakirov <ruz at bestpractical.com>

> Hi,
>
> I don't understand what you see and what you don't see. May be screenshot
> of history of a test ticket would be more helpful.
>
> How do you test? If you test everything using one login then you will fail
> to see any good results.
>
>
>
> On Mon, Sep 30, 2013 at 5:32 PM, Alexandre LEPREVOST <al at efficientip.com>wrote:
>
>> Hello,
>>
>> I?m working in software publisher and we need a tool to handle tickets.
>> We are studiying some tools and RT seems to be the right one but, I?ve
>> trouble with the plugin "RT::Extension::SLA". I?ve followed the tutorial
>> (thanks to Ruslan ? nice job).
>>
>> My RT version : RT 4.0.17
>>
>> What I want to do seems to be simple:
>>
>> When a ticket is open - we have a Response time (15 min for e.g.). After
>> a Response, I'm expecting to switch on Resolve time (4 hours for e.g.).
>>
>>
>> *Here a full example (following the configuration file below):*
>>
>> Open a ticket with the queue 'support' and select the level 'Priority 1',
>> I would like to see in Due field : 15 minutes to answer. After this action,
>> I would like to see 4 hours to resolve. But unfortunately It doesn't work.
>> Either I see the right Response status but I never see the Resolve status
>> after an answer or I see the Response time directly.
>>
>> Set(@Plugins,(qw(RT::Extension::SLA)));
>>
>> %RT::ServiceAgreements =
>> (
>>     Default => 'Priority 1',
>>     QueueDefault =>
>>     {
>>         'General' => 'HachIT',
>>         'support' => 'Priority 1',
>>     },
>>     Levels =>
>>     {
>>         'HachIT' =>     {
>>             BusinessHours => 'US1',
>>             Response => { BusinessMinutes => 15 },
>>             Resolve  => { BusinessMinutes => 60*4 },
>>         },
>>         'Priority 1' =>         {
>>             BusinessHours => 'Europe1',
>>             Response => { BusinessMinutes => 15 },
>>             Resolve  => { BusinessMinutes => 60*4 },
>>         },
>>         'Priority 2' => {
>>             BusinessHours => 'Europe1',
>>             Response => { BusinessMinutes => 30 },
>>             Resolve  => { BusinessMinutes => 60*8*4 },
>>         },
>>         'Priority 3' => {
>>             BusinessHours => 'Europe1',
>>             Response => { BusinessMinutes => 45 },
>>             Resolve  => { BusinessMinutes => 60*8*20 },
>>         },
>>     },
>> );
>>
>> %RT::ServiceBusinessHours =
>> (
>>     'US1' =>
>>     {
>>         0 => { Name => 'Sunday', Start => undef, End => undef },
>>         1 => { Name => 'Monday', Start => '15:00', End => '23:59' },
>>         2 => { Name => 'Tuesday', Start => '15:00', End => '23:59' },
>>         3 => { Name => 'Wednesday', Start => '15:00', End => '23:59' },
>>         4 => { Name => 'Thursday', Start => '15:00', End => '23:59' },
>>         5 => { Name => 'Friday', Start => '15:00', End => '23:59' },
>>         6 => { Name => 'Saturday', Start => undef, End => undef},
>>     },
>>     'Europe1' =>
>>     {
>>         0 => { Name => 'Sunday', Start => undef, End => undef },
>>         1 => { Name => 'Monday', Start => '07:00', End => '17:00' },
>>         2 => { Name => 'Tuesday', Start => '07:00', End => '17:00' },
>>         3 => { Name => 'Wednesday', Start => '07:00', End => '17:00' },
>>         4 => { Name => 'Thursday', Start => '07:00', End => '17:00' },
>>         5 => { Name => 'Friday', Start => '07:00', End => '17:00' },
>>         6 => { Name => 'Saturday', Start => undef, End => undef},
>>     },
>> );
>>
>> Am I wrong ? Did I miss something ? We are 3 peoples here and nobody
>> understand this behavior. I hope you will be available to help me. I'm
>> available as much as possible If you need my time.
>>
>> Best regards
>>
>> Alexandre
>> 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
>>
>
>
>
> --
> Best regards, Ruslan.
>
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From ruz at bestpractical.com  Tue Oct  1 10:22:59 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 1 Oct 2013 18:22:59 +0400
Subject: [rt-users] Need help with the plugin RT::Extension::SLA
In-Reply-To: <CADRn1OXk4qEaBcOn-jT+1825WgWdMZAgqcLgghtY=czCaTJZng@mail.gmail.com>
References: <CADRn1OWtDV_No9At+0EbQbxbwdBitdnW8M1HEX376oLgr83DWw@mail.gmail.com>
	<CAMOxC8u3vS9RnwiVro1jhWDH-ajmwipM7tLvXYJSA-kbaKT0BQ@mail.gmail.com>
	<CADRn1OUOiXEugGg0YRNuf5YAeuy2X1VNhA9pqrtR+fT7b6Sm2g@mail.gmail.com>
	<CADRn1OXk4qEaBcOn-jT+1825WgWdMZAgqcLgghtY=czCaTJZng@mail.gmail.com>
Message-ID: <CAMOxC8tnhDH+hkLVPXk9peC6mUQz7gmd8+jnTsoKtbVtRcBhmg@mail.gmail.com>

As I said, your testing setup is wrong. Ticket should have requestor, in
your case requestor is empty.

Let me show you two cases:

1) Staff A creates a ticket with requestor B and says "we talked on the
phone, here is info you requested..."
2) User B creates a ticket with himself as requestor and says "can I get
some help"

Do you see difference?

What you're testing is closer to 1)


On Tue, Oct 1, 2013 at 6:12 PM, Alexandre LEPREVOST <al at efficientip.com>wrote:

> Hello
>
> I think my previous message wasn't delivered due to a size over 100ko.
>
> This is the same message with lower image resolution :
>
>
> "
> Thank you for your really quick answer !
>
> Ok let me give you more information.
>
> I've 2 accounts:
> [image: Images int?gr?es 1]
>
> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
> - - - - - - - - - - - - -
>
> I create a ticket with the account al - I put SLA "Priority 1" (in conf
> file  : Response => { BusinessMinutes => 15 },Resolve  => { BusinessMinutes
> => 60*4 })
> [image: Images int?gr?es 2]
> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
> - - - - - - - - - - - - - After the creation, this is the what I've got
> in the field Dates. The value in the field Due seems to be wrong. Following
> my business hours (I did the ticket at 17:38pm), I'm expecting the value
> 07:15:00 (arround that time) and not the response value 11:00:00 (Response
> time)
>
> [image: Images int?gr?es 3]
> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
> - - - - - - - - - - - - -
>
> Now I'm connected with admin account and I put a comment (Response):
>
> [image: Images int?gr?es 4]
> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
> - - - - - - - - - - - - -
>
> This is what I see in the property - The due date hasn't changed.
>
> [image: Images int?gr?es 5]
>
> I hope that It will be helpful for you. I'm here if you need more
> information.
>
> "
> Kind regards / Cordialement
>
>
> 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
>
>
> 2013/9/30 Alexandre LEPREVOST <al at efficientip.com>
>
>> Thank you for your really quick answer !
>>
>> Ok let me give you more information.
>>
>> I've 2 accounts:
>>
>> [image: Images int?gr?es 7]
>>
>> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
>> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
>> - - - - - - - - - - - - -
>>
>> I create a ticket with the account al - I put SLA "Priority 1" (in conf
>> file  : Response => { BusinessMinutes => 15 },Resolve  => { BusinessMinutes
>> => 60*4 })
>> [image: Images int?gr?es 2]
>> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
>> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
>> - - - - - - - - - - - - - After the creation, this is the what I've got
>> in the field Dates. The value in the field Due seems to be wrong. Following
>> my business hours (I did the ticket at 17:38pm), I'm expecting the value
>> 07:15:00 (arround that time) and not the response value 11:00:00 (Response
>> time)
>>
>> [image: Images int?gr?es 3]
>> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
>> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
>> - - - - - - - - - - - - -
>>
>> Now I'm connected with admin account and I put a comment (Response):
>>
>> [image: Images int?gr?es 4]
>> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
>> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
>> - - - - - - - - - - - - -
>>
>> This is what I see in the property - The due date hasn't changed.
>>
>> [image: Images int?gr?es 5]
>> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
>> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
>> - - - - - - - - - - - - -
>>
>> To help you as much as possible, this is the configuration on the custom
>> field SLA (used in each ticket to start SLA).
>>
>> [image: Images int?gr?es 6]
>>
>>
>> I hope that It will be helpful for you. I'm here if you need more
>> information.
>> Kind regards / Cordialement
>>
>> 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
>>
>>
>> 2013/9/30 Ruslan Zakirov <ruz at bestpractical.com>
>>
>>> Hi,
>>>
>>> I don't understand what you see and what you don't see. May be
>>> screenshot of history of a test ticket would be more helpful.
>>>
>>> How do you test? If you test everything using one login then you will
>>> fail to see any good results.
>>>
>>>
>>>
>>> On Mon, Sep 30, 2013 at 5:32 PM, Alexandre LEPREVOST <al at efficientip.com
>>> > wrote:
>>>
>>>> Hello,
>>>>
>>>> I?m working in software publisher and we need a tool to handle tickets.
>>>> We are studiying some tools and RT seems to be the right one but, I?ve
>>>> trouble with the plugin "RT::Extension::SLA". I?ve followed the tutorial
>>>> (thanks to Ruslan ? nice job).
>>>>
>>>> My RT version : RT 4.0.17
>>>>
>>>> What I want to do seems to be simple:
>>>>
>>>> When a ticket is open - we have a Response time (15 min for e.g.).
>>>> After a Response, I'm expecting to switch on Resolve time (4 hours for
>>>> e.g.).
>>>>
>>>>
>>>> *Here a full example (following the configuration file below):*
>>>>
>>>> Open a ticket with the queue 'support' and select the level 'Priority
>>>> 1', I would like to see in Due field : 15 minutes to answer. After this
>>>> action, I would like to see 4 hours to resolve. But unfortunately It
>>>> doesn't work. Either I see the right Response status but I never see the
>>>> Resolve status after an answer or I see the Response time directly.
>>>>
>>>> Set(@Plugins,(qw(RT::Extension::SLA)));
>>>>
>>>> %RT::ServiceAgreements =
>>>> (
>>>>     Default => 'Priority 1',
>>>>     QueueDefault =>
>>>>     {
>>>>         'General' => 'HachIT',
>>>>         'support' => 'Priority 1',
>>>>     },
>>>>     Levels =>
>>>>     {
>>>>         'HachIT' =>     {
>>>>             BusinessHours => 'US1',
>>>>             Response => { BusinessMinutes => 15 },
>>>>             Resolve  => { BusinessMinutes => 60*4 },
>>>>         },
>>>>         'Priority 1' =>         {
>>>>             BusinessHours => 'Europe1',
>>>>             Response => { BusinessMinutes => 15 },
>>>>             Resolve  => { BusinessMinutes => 60*4 },
>>>>         },
>>>>         'Priority 2' => {
>>>>             BusinessHours => 'Europe1',
>>>>             Response => { BusinessMinutes => 30 },
>>>>             Resolve  => { BusinessMinutes => 60*8*4 },
>>>>         },
>>>>         'Priority 3' => {
>>>>             BusinessHours => 'Europe1',
>>>>             Response => { BusinessMinutes => 45 },
>>>>             Resolve  => { BusinessMinutes => 60*8*20 },
>>>>         },
>>>>     },
>>>> );
>>>>
>>>> %RT::ServiceBusinessHours =
>>>> (
>>>>     'US1' =>
>>>>     {
>>>>         0 => { Name => 'Sunday', Start => undef, End => undef },
>>>>         1 => { Name => 'Monday', Start => '15:00', End => '23:59' },
>>>>         2 => { Name => 'Tuesday', Start => '15:00', End => '23:59' },
>>>>         3 => { Name => 'Wednesday', Start => '15:00', End => '23:59' },
>>>>         4 => { Name => 'Thursday', Start => '15:00', End => '23:59' },
>>>>         5 => { Name => 'Friday', Start => '15:00', End => '23:59' },
>>>>         6 => { Name => 'Saturday', Start => undef, End => undef},
>>>>     },
>>>>     'Europe1' =>
>>>>     {
>>>>         0 => { Name => 'Sunday', Start => undef, End => undef },
>>>>         1 => { Name => 'Monday', Start => '07:00', End => '17:00' },
>>>>         2 => { Name => 'Tuesday', Start => '07:00', End => '17:00' },
>>>>         3 => { Name => 'Wednesday', Start => '07:00', End => '17:00' },
>>>>         4 => { Name => 'Thursday', Start => '07:00', End => '17:00' },
>>>>         5 => { Name => 'Friday', Start => '07:00', End => '17:00' },
>>>>         6 => { Name => 'Saturday', Start => undef, End => undef},
>>>>     },
>>>> );
>>>>
>>>> Am I wrong ? Did I miss something ? We are 3 peoples here and nobody
>>>> understand this behavior. I hope you will be available to help me. I'm
>>>> available as much as possible If you need my time.
>>>>
>>>> Best regards
>>>>
>>>> Alexandre
>>>> 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
>>>>
>>>
>>>
>>>
>>> --
>>> Best regards, Ruslan.
>>>
>>
>>
>


-- 
Best regards, Ruslan.
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From ruz at bestpractical.com  Tue Oct  1 10:57:32 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 1 Oct 2013 18:57:32 +0400
Subject: [rt-users] Need help with the plugin RT::Extension::SLA
In-Reply-To: <CAHT2K-dgiLkAeXb97Le_HdrOf+gCygV0JOP6tAwGLx=t1F3fPA@mail.gmail.com>
References: <CADRn1OWtDV_No9At+0EbQbxbwdBitdnW8M1HEX376oLgr83DWw@mail.gmail.com>
	<CAMOxC8u3vS9RnwiVro1jhWDH-ajmwipM7tLvXYJSA-kbaKT0BQ@mail.gmail.com>
	<CAHT2K-fWuahp8+Y0fBifnErYTOHwgtTQibdx_=PW46xnMDRjCQ@mail.gmail.com>
	<CAMOxC8sbMoVTNRfgMmDxWBPs7+7ziKsJgqN44jNvrvLFLOtNew@mail.gmail.com>
	<CAHT2K-dgiLkAeXb97Le_HdrOf+gCygV0JOP6tAwGLx=t1F3fPA@mail.gmail.com>
Message-ID: <CAMOxC8t_pDsSmaxr95vC0vNzBDEY0UkAwTOV+Wq-s6D2_u5qkA@mail.gmail.com>

On Tue, Oct 1, 2013 at 6:29 PM, Abdallah TABI <at at efficientip.com> wrote:

> I've just created a new ticket at 4:24 PM on Tue with the user admin, and
> in the field Due: I got Wed 10:24 AM which is the Resolve time not the
> Response time of 15 min setted.
>
> So, for us at the start the Due time is not what is expected.
>
>
I don't know how else to explain it. SLA extension uses lists of Requestors
to decide who is who. If you create a ticket as Admin with Admin user as
requestor (this part is VERY important) of the ticket then Admin is the one
who requested the ticket and then Reply deadline will be set.



> *Abdallah Tabi*Support Team - at at efficientip.com *4 rue de l?Abreuvoir
> 92 400 Courbevoie
> France
> at at efficientip.com
> Tel : +33 (0)1 75 84 88 98
> Fax : +33 (0)9 57 88 09 40
> www.efficientip.com*
>
>
> 2013/10/1 Ruslan Zakirov <ruz at bestpractical.com>
>
>>
>> On Tue, Oct 1, 2013 at 6:18 PM, Abdallah TABI <at at efficientip.com> wrote:
>>
>>> Good afternoon,
>>>
>>> Thank you for your really quick answer !
>>>
>>> Ok let me give you more information.
>>>
>>
>> As I said, your testing setup is wrong. Ticket should have a requestor,
>> in your case requestor is empty.
>>
>> Let me show you two cases:
>>
>> 1) Staff A creates a ticket with requestor B and says "we talked on the
>> phone, here is info you requested..."
>> 2) User B creates a ticket with himself as requestor and says "can I get
>> some help"
>>
>> Do you see difference? What you're testing is closer to 1)
>>
>> To see how it works you need at least two users (with emails defined,
>> this will make life easier) and either switch logins or use email
>> integration.
>>
>> --
>> Best regards, Ruslan.
>>
>
>


-- 
Best regards, Ruslan.
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From eric.boucher at csnavigateurs.qc.ca  Tue Oct  1 10:58:12 2013
From: eric.boucher at csnavigateurs.qc.ca (carma01)
Date: Tue, 1 Oct 2013 07:58:12 -0700 (PDT)
Subject: [rt-users] Hiding "Input must match"
In-Reply-To: <CAMOxC8uWUtpPsJ4sf8bFP-bB=UTNB9NJ1MAHYfB3p2tuY-wPRQ@mail.gmail.com>
References: <EDB8BFBCDD207B4494EEF8BBBB05AA6EAE1D99@mail.sys.internal>
	<CAMOxC8uWUtpPsJ4sf8bFP-bB=UTNB9NJ1MAHYfB3p2tuY-wPRQ@mail.gmail.com>
Message-ID: <1380639492152-55374.post@n7.nabble.com>

Hi Ruslan, how do you put the comment at the beginnig of the regex? What is
the form?

Thanks



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Hiding-Input-must-match-tp51975p55374.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From al at efficientip.com  Tue Oct  1 11:14:34 2013
From: al at efficientip.com (Alexandre LEPREVOST)
Date: Tue, 1 Oct 2013 17:14:34 +0200
Subject: [rt-users] Need help with the plugin RT::Extension::SLA
In-Reply-To: <CAMOxC8t_pDsSmaxr95vC0vNzBDEY0UkAwTOV+Wq-s6D2_u5qkA@mail.gmail.com>
References: <CADRn1OWtDV_No9At+0EbQbxbwdBitdnW8M1HEX376oLgr83DWw@mail.gmail.com>
	<CAMOxC8u3vS9RnwiVro1jhWDH-ajmwipM7tLvXYJSA-kbaKT0BQ@mail.gmail.com>
	<CAHT2K-fWuahp8+Y0fBifnErYTOHwgtTQibdx_=PW46xnMDRjCQ@mail.gmail.com>
	<CAMOxC8sbMoVTNRfgMmDxWBPs7+7ziKsJgqN44jNvrvLFLOtNew@mail.gmail.com>
	<CAHT2K-dgiLkAeXb97Le_HdrOf+gCygV0JOP6tAwGLx=t1F3fPA@mail.gmail.com>
	<CAMOxC8t_pDsSmaxr95vC0vNzBDEY0UkAwTOV+Wq-s6D2_u5qkA@mail.gmail.com>
Message-ID: <CADRn1OUAGVZUvFUvmJHtNXdkn93PNwrQDbLPs=a9dutV6B=ADw@mail.gmail.com>

Ok Ruslan,

We are going to create group/user with no admin right and we'll try it
again. I hope It will be better.

You were very helpful. If we find something else, we'll contact you.

Many thank you for your help Ruslan !

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


2013/10/1 Ruslan Zakirov <ruz at bestpractical.com>

>
>
>
> On Tue, Oct 1, 2013 at 6:29 PM, Abdallah TABI <at at efficientip.com> wrote:
>
>> I've just created a new ticket at 4:24 PM on Tue with the user admin, and
>> in the field Due: I got Wed 10:24 AM which is the Resolve time not the
>> Response time of 15 min setted.
>>
>> So, for us at the start the Due time is not what is expected.
>>
>>
> I don't know how else to explain it. SLA extension uses lists of
> Requestors to decide who is who. If you create a ticket as Admin with Admin
> user as requestor (this part is VERY important) of the ticket then Admin is
> the one who requested the ticket and then Reply deadline will be set.
>
>
>
>> *Abdallah Tabi* Support Team - at at efficientip.com *4 rue de l?Abreuvoir
>> 92 400 Courbevoie
>> France
>> at at efficientip.com
>> Tel : +33 (0)1 75 84 88 98
>> Fax : +33 (0)9 57 88 09 40
>> www.efficientip.com*
>>
>>
>> 2013/10/1 Ruslan Zakirov <ruz at bestpractical.com>
>>
>>>
>>> On Tue, Oct 1, 2013 at 6:18 PM, Abdallah TABI <at at efficientip.com>wrote:
>>>
>>>> Good afternoon,
>>>>
>>>> Thank you for your really quick answer !
>>>>
>>>> Ok let me give you more information.
>>>>
>>>
>>> As I said, your testing setup is wrong. Ticket should have a requestor,
>>> in your case requestor is empty.
>>>
>>> Let me show you two cases:
>>>
>>> 1) Staff A creates a ticket with requestor B and says "we talked on the
>>> phone, here is info you requested..."
>>> 2) User B creates a ticket with himself as requestor and says "can I get
>>> some help"
>>>
>>> Do you see difference? What you're testing is closer to 1)
>>>
>>> To see how it works you need at least two users (with emails defined,
>>> this will make life easier) and either switch logins or use email
>>> integration.
>>>
>>> --
>>> Best regards, Ruslan.
>>>
>>
>>
>
>
> --
> Best regards, Ruslan.
>
-------------- next part --------------
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From Kendric.Beachey at garmin.com  Tue Oct  1 12:04:10 2013
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Tue, 1 Oct 2013 16:04:10 +0000
Subject: [rt-users] Upgraded from 3.6.5 to 4.0.17,
 and mailgate has lost its way
In-Reply-To: <074C3AE4E206DC478AB4FA128B9791411688FFEB@OLAWPA-EXMB06.ad.garmin.com>
References: <074C3AE4E206DC478AB4FA128B9791411688FFEB@OLAWPA-EXMB06.ad.garmin.com>
Message-ID: <074C3AE4E206DC478AB4FA128B9791411689E42F@OLAWPA-EXMB06.ad.garmin.com>

More investigation...it looks like maybe what's wrong here is that the REST interface is not set up correctly somehow.

1) https://rt.abc.com/rt/ => our RT instance

2) rt.abc.com itself hitting http://localhost/rt//REST/1.0/NoAuth/mail-gateway (that is, piping email into the rt-mailgate command via /etc/aliases) gives an HTTP 404 error, and apache error.log says:

[Tue Oct 01 15:40:28 2013] [error] [client 127.0.0.1] File does not exist: /opt/rt4/share/html/rt

3) rt.abc.com hitting http://localhost/REST/1.0/NoAuth/mail-gateway gives HTTP 200 OK

Does the REST interface not understand it's supposed to live under /rt?

On the other hand...

4) when I hit https://rt.abc.com/rt/REST/1.0/NoAuth/mail-gateway from another machine (with my web browser, and note this is using /rt), the browser shows:

temporary failure - RT couldn't find the queue: 1

and the apache error.log shows:

[Tue Oct  1 15:45:40 2013] [warning]: Use of uninitialized value in print at /opt/rt4/sbin/../lib/RT/EmailParser.pm line 121. (/opt/rt4/sbin/../lib/RT/EmailParser.pm:121)
[Tue Oct  1 15:45:40 2013] [warning]: Use of uninitialized value in scalar chomp at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 1484. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1484)
[Tue Oct  1 15:45:40 2013] [error]: Could not record email: RT couldn't find the queue: 1 (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75)


5) When I hit https://rt.garmin.com/REST/1.0/NoAuth/mail-gateway with my web browser (note that I'm NOT using /rt), it shows source code in the browser.


Here is the apache config that sets up RT for us...we've got some stuff in there that is supposed to force things to https except from localhost (is that bad?):

<VirtualHost *:80>
        DocumentRoot "/opt/rt4/share/html"
        RewriteEngine On
        RewriteCond %{REMOTE_ADDR} !^127\..*
        RewriteRule ^/rt/(.)* https://%{HTTP_HOST}/rt/$1 [L,R=301]
        RewriteCond %{REMOTE_ADDR} !^127\..*
        RewriteRule .* https://%{HTTP_HOST}/rt/ [L,R=301]
</VirtualHost>
<VirtualHost *:443>
        <IfModule mod_ssl.c>
          SSLEngine On
          SSLCertificateFile /etc/apache2/ssl/server.crt
          SSLCertificateKeyFile /etc/apache2/ssl/server.key
          SetEnvIf User-Agent ".*MSIE.*" nokeepalive ssl-unclean-shutdown
        </IfModule>
        DocumentRoot "/opt/rt4/share/html"
        ServerName rt.abc.com
        RewriteEngine On
        RewriteRule ^/$ /rt/ [L,R=301]

        ### Optional apache logs for RT
        # ErrorLog /opt/rt4/var/log/apache2.error
        # TransferLog /opt/rt4/var/log/apache2.access
        # LogLevel debug

        AddDefaultCharset UTF-8

        <Location /rt>
                Order allow,deny
                Allow from all

                SetHandler modperl
                PerlResponseHandler Plack::Handler::Apache2
                PerlSetVar psgi_app /opt/rt4/sbin/rt-server
        </Location>
        <Perl>
                use Plack::Handler::Apache2;
                Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
        </Perl>
</VirtualHost>


If any other configuration files would help shed light on this, I can send them along too.
--
Kendric Beachey




-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Beachey, Kendric
Sent: Saturday, September 28, 2013 11:07 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Upgraded from 3.6.5 to 4.0.17, and mailgate has lost its way

I upgraded from 3.6.5 to 4.0.17 today.  The 3.6.5 had been installed the Ubuntu way (meaning, /etc/request-tracker3.6, /usr/local/share/request-tracker3.6 and so forth, and perl modules installed one by one via apt-get), but the 4.0.17 has been installed the tarball-and-CPAN way (meaning /opt/rt4 for everything except the apache config).  The database schema updates were a real blast...  ;-)

I've got the web interface coming up and working great.  I can create tickets through it, and thanks to RT::Authen::ExternalAuth, I can authenticate against our AD server, just like before.

The one thing that hasn't come back to life is email.  If I send an email in, or if RT wants to send an email out to a watcher, I get errors like this coming out of rt-mailgate:


/opt/rt4/bin/rt-mailgate: temp file is '/tmp/8gwnmwSHM5/3i1mLgbHBF'
/opt/rt4/bin/rt-mailgate: connecting to http://localhost/rt//REST/1.0/NoAuth/mail-gateway
An Error Occurred
=================

404 Not Found

/opt/rt4/bin/rt-mailgate: undefined server error


I googled around and the closest things I found were people having problems with their SSL certificates, but that's not what I'm getting here.  It's a plain old 404, like it can't find the REST service at all.  When I try going to http://localhost/rt//REST/1.0/NoAuth/mail-gateway myself (changing the localhost to point to the RT server), it thinks for a minute, ends up at https://rt.company.com/rt/y and gives a (rather nice looking) 404 page.

Have I goofed up my apache config somehow?  If it helps, I can send that along, or /etc/aliases, or RT_SiteConfig.pm, or anything else that would help pin this down.

Thanks much!
--
Kendric Beachey


________________________________

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.


-- 
RT Training in New York, October 8th and 9th: http://bestpractical.com/training




From betovaz at gmail.com  Tue Oct  1 12:32:49 2013
From: betovaz at gmail.com (Alberto Vazquez)
Date: Tue, 1 Oct 2013 09:32:49 -0700
Subject: [rt-users] Virtualizing RT To Hyper-V
Message-ID: <CAPeOh_Mj1SMTMf0K05n2swZ0Xzc9-2_FyaysME-jYum86DLZsg@mail.gmail.com>

All,

I have a physical server running RT, and I want to virtualize it to
Hyper-V.  Can some provide some guidance on what will the best process to
follow?  Or, are there any potential issues?

Thanks,
AVazquez
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From ruz at bestpractical.com  Tue Oct  1 12:55:55 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 1 Oct 2013 20:55:55 +0400
Subject: [rt-users] Need help with the plugin RT::Extension::SLA
In-Reply-To: <CADRn1OUAGVZUvFUvmJHtNXdkn93PNwrQDbLPs=a9dutV6B=ADw@mail.gmail.com>
References: <CADRn1OWtDV_No9At+0EbQbxbwdBitdnW8M1HEX376oLgr83DWw@mail.gmail.com>
	<CAMOxC8u3vS9RnwiVro1jhWDH-ajmwipM7tLvXYJSA-kbaKT0BQ@mail.gmail.com>
	<CAHT2K-fWuahp8+Y0fBifnErYTOHwgtTQibdx_=PW46xnMDRjCQ@mail.gmail.com>
	<CAMOxC8sbMoVTNRfgMmDxWBPs7+7ziKsJgqN44jNvrvLFLOtNew@mail.gmail.com>
	<CAHT2K-dgiLkAeXb97Le_HdrOf+gCygV0JOP6tAwGLx=t1F3fPA@mail.gmail.com>
	<CAMOxC8t_pDsSmaxr95vC0vNzBDEY0UkAwTOV+Wq-s6D2_u5qkA@mail.gmail.com>
	<CADRn1OUAGVZUvFUvmJHtNXdkn93PNwrQDbLPs=a9dutV6B=ADw@mail.gmail.com>
Message-ID: <CAMOxC8sSvDuUS39yihGUwtv+iWNFwBOP460m5s-SnMn_=Uw0oA@mail.gmail.com>

On Tue, Oct 1, 2013 at 7:14 PM, Alexandre LEPREVOST <al at efficientip.com>wrote:

> Ok Ruslan,
>
> We are going to create group/user with no admin right and we'll try it
> again. I hope It will be better.
>

It's not about rights, it's not about groups. It's about requestors! Open
"Create a new ticket" and find "Requestors" input field. It must be filled
with at least one user when you test and this user must reply at least once
to the ticket for you to see the effect.


>
> You were very helpful. If we find something else, we'll contact you.
>
> Many thank you for your help Ruslan !
>
> 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
>
>
> 2013/10/1 Ruslan Zakirov <ruz at bestpractical.com>
>
>>
>>
>>
>> On Tue, Oct 1, 2013 at 6:29 PM, Abdallah TABI <at at efficientip.com> wrote:
>>
>>> I've just created a new ticket at 4:24 PM on Tue with the user admin,
>>> and in the field Due: I got Wed 10:24 AM which is the Resolve time not the
>>> Response time of 15 min setted.
>>>
>>> So, for us at the start the Due time is not what is expected.
>>>
>>>
>> I don't know how else to explain it. SLA extension uses lists of
>> Requestors to decide who is who. If you create a ticket as Admin with Admin
>> user as requestor (this part is VERY important) of the ticket then Admin is
>> the one who requested the ticket and then Reply deadline will be set.
>>
>>
>>
>>> *Abdallah Tabi* Support Team - at at efficientip.com *4 rue de l?Abreuvoir
>>> 92 400 Courbevoie
>>> France
>>> at at efficientip.com
>>> Tel : +33 (0)1 75 84 88 98
>>> Fax : +33 (0)9 57 88 09 40
>>> www.efficientip.com*
>>>
>>>
>>> 2013/10/1 Ruslan Zakirov <ruz at bestpractical.com>
>>>
>>>>
>>>> On Tue, Oct 1, 2013 at 6:18 PM, Abdallah TABI <at at efficientip.com>wrote:
>>>>
>>>>> Good afternoon,
>>>>>
>>>>> Thank you for your really quick answer !
>>>>>
>>>>> Ok let me give you more information.
>>>>>
>>>>
>>>> As I said, your testing setup is wrong. Ticket should have a requestor,
>>>> in your case requestor is empty.
>>>>
>>>> Let me show you two cases:
>>>>
>>>> 1) Staff A creates a ticket with requestor B and says "we talked on the
>>>> phone, here is info you requested..."
>>>> 2) User B creates a ticket with himself as requestor and says "can I
>>>> get some help"
>>>>
>>>> Do you see difference? What you're testing is closer to 1)
>>>>
>>>> To see how it works you need at least two users (with emails defined,
>>>> this will make life easier) and either switch logins or use email
>>>> integration.
>>>>
>>>> --
>>>> Best regards, Ruslan.
>>>>
>>>
>>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>
>


-- 
Best regards, Ruslan.
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From Kendric.Beachey at garmin.com  Tue Oct  1 14:54:16 2013
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Tue, 1 Oct 2013 18:54:16 +0000
Subject: [rt-users] Upgraded from 3.6.5 to 4.0.17,
 and mailgate has lost its way
In-Reply-To: <074C3AE4E206DC478AB4FA128B9791411689E42F@OLAWPA-EXMB06.ad.garmin.com>
References: <074C3AE4E206DC478AB4FA128B9791411688FFEB@OLAWPA-EXMB06.ad.garmin.com>
	<074C3AE4E206DC478AB4FA128B9791411689E42F@OLAWPA-EXMB06.ad.garmin.com>
Message-ID: <074C3AE4E206DC478AB4FA128B979141168A0828@OLAWPA-EXMB06.ad.garmin.com>

Someone asked about my RT_SiteConfig, so here it is.  (with passwords ******ed out)
--
Kendric


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Beachey, Kendric
Sent: Tuesday, October 01, 2013 11:04 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Upgraded from 3.6.5 to 4.0.17, and mailgate has lost its way

More investigation...it looks like maybe what's wrong here is that the REST interface is not set up correctly somehow.

1) https://rt.abc.com/rt/ => our RT instance

2) rt.abc.com itself hitting http://localhost/rt//REST/1.0/NoAuth/mail-gateway (that is, piping email into the rt-mailgate command via /etc/aliases) gives an HTTP 404 error, and apache error.log says:

[Tue Oct 01 15:40:28 2013] [error] [client 127.0.0.1] File does not exist: /opt/rt4/share/html/rt

3) rt.abc.com hitting http://localhost/REST/1.0/NoAuth/mail-gateway gives HTTP 200 OK

Does the REST interface not understand it's supposed to live under /rt?

On the other hand...

4) when I hit https://rt.abc.com/rt/REST/1.0/NoAuth/mail-gateway from another machine (with my web browser, and note this is using /rt), the browser shows:

temporary failure - RT couldn't find the queue: 1

and the apache error.log shows:

[Tue Oct  1 15:45:40 2013] [warning]: Use of uninitialized value in print at /opt/rt4/sbin/../lib/RT/EmailParser.pm line 121. (/opt/rt4/sbin/../lib/RT/EmailParser.pm:121)
[Tue Oct  1 15:45:40 2013] [warning]: Use of uninitialized value in scalar chomp at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 1484. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1484)
[Tue Oct  1 15:45:40 2013] [error]: Could not record email: RT couldn't find the queue: 1 (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75)


5) When I hit https://rt.garmin.com/REST/1.0/NoAuth/mail-gateway with my web browser (note that I'm NOT using /rt), it shows source code in the browser.


Here is the apache config that sets up RT for us...we've got some stuff in there that is supposed to force things to https except from localhost (is that bad?):

<VirtualHost *:80>
        DocumentRoot "/opt/rt4/share/html"
        RewriteEngine On
        RewriteCond %{REMOTE_ADDR} !^127\..*
        RewriteRule ^/rt/(.)* https://%{HTTP_HOST}/rt/$1 [L,R=301]
        RewriteCond %{REMOTE_ADDR} !^127\..*
        RewriteRule .* https://%{HTTP_HOST}/rt/ [L,R=301] </VirtualHost> <VirtualHost *:443>
        <IfModule mod_ssl.c>
          SSLEngine On
          SSLCertificateFile /etc/apache2/ssl/server.crt
          SSLCertificateKeyFile /etc/apache2/ssl/server.key
          SetEnvIf User-Agent ".*MSIE.*" nokeepalive ssl-unclean-shutdown
        </IfModule>
        DocumentRoot "/opt/rt4/share/html"
        ServerName rt.abc.com
        RewriteEngine On
        RewriteRule ^/$ /rt/ [L,R=301]

        ### Optional apache logs for RT
        # ErrorLog /opt/rt4/var/log/apache2.error
        # TransferLog /opt/rt4/var/log/apache2.access
        # LogLevel debug

        AddDefaultCharset UTF-8

        <Location /rt>
                Order allow,deny
                Allow from all

                SetHandler modperl
                PerlResponseHandler Plack::Handler::Apache2
                PerlSetVar psgi_app /opt/rt4/sbin/rt-server
        </Location>
        <Perl>
                use Plack::Handler::Apache2;
                Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
        </Perl>
</VirtualHost>


If any other configuration files would help shed light on this, I can send them along too.
--
Kendric Beachey




-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Beachey, Kendric
Sent: Saturday, September 28, 2013 11:07 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Upgraded from 3.6.5 to 4.0.17, and mailgate has lost its way

I upgraded from 3.6.5 to 4.0.17 today.  The 3.6.5 had been installed the Ubuntu way (meaning, /etc/request-tracker3.6, /usr/local/share/request-tracker3.6 and so forth, and perl modules installed one by one via apt-get), but the 4.0.17 has been installed the tarball-and-CPAN way (meaning /opt/rt4 for everything except the apache config).  The database schema updates were a real blast...  ;-)

I've got the web interface coming up and working great.  I can create tickets through it, and thanks to RT::Authen::ExternalAuth, I can authenticate against our AD server, just like before.

The one thing that hasn't come back to life is email.  If I send an email in, or if RT wants to send an email out to a watcher, I get errors like this coming out of rt-mailgate:


/opt/rt4/bin/rt-mailgate: temp file is '/tmp/8gwnmwSHM5/3i1mLgbHBF'
/opt/rt4/bin/rt-mailgate: connecting to http://localhost/rt//REST/1.0/NoAuth/mail-gateway
An Error Occurred
=================

404 Not Found

/opt/rt4/bin/rt-mailgate: undefined server error


I googled around and the closest things I found were people having problems with their SSL certificates, but that's not what I'm getting here.  It's a plain old 404, like it can't find the REST service at all.  When I try going to http://localhost/rt//REST/1.0/NoAuth/mail-gateway myself (changing the localhost to point to the RT server), it thinks for a minute, ends up at https://rt.company.com/rt/y and gives a (rather nice looking) 404 page.

Have I goofed up my apache config somehow?  If it helps, I can send that along, or /etc/aliases, or RT_SiteConfig.pm, or anything else that would help pin this down.

Thanks much!
--
Kendric Beachey


________________________________

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.


--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training



-- 
RT Training in New York, October 8th and 9th: http://bestpractical.com/training

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From mike.coakley at gmail.com  Tue Oct  1 17:56:22 2013
From: mike.coakley at gmail.com (Mike Coakley)
Date: Tue, 1 Oct 2013 17:56:22 -0400
Subject: [rt-users] Virtualizing RT To Hyper-V
In-Reply-To: <CAPeOh_Mj1SMTMf0K05n2swZ0Xzc9-2_FyaysME-jYum86DLZsg@mail.gmail.com>
References: <CAPeOh_Mj1SMTMf0K05n2swZ0Xzc9-2_FyaysME-jYum86DLZsg@mail.gmail.com>
Message-ID: <40683607-681d-4047-91c4-89a86d12f773@Mikes-iPhone-4S>

Hi Alberto,

We use RT on Hyper-V. We built a new VM instance and performed a data migration for our physical implementation. We did this because our flavor and version of Linux was not supported well on Hyper-V. The newer kernels are pretty good and I saw very good performance. Basically make sure your distro supports the synthetic drivers for hyper-v and you will be good to go. 

Mike
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From al at efficientip.com  Wed Oct  2 08:18:57 2013
From: al at efficientip.com (Alexandre LEPREVOST)
Date: Wed, 2 Oct 2013 14:18:57 +0200
Subject: [rt-users] Need help with the plugin RT::Extension::SLA
In-Reply-To: <CAMOxC8sSvDuUS39yihGUwtv+iWNFwBOP460m5s-SnMn_=Uw0oA@mail.gmail.com>
References: <CADRn1OWtDV_No9At+0EbQbxbwdBitdnW8M1HEX376oLgr83DWw@mail.gmail.com>
	<CAMOxC8u3vS9RnwiVro1jhWDH-ajmwipM7tLvXYJSA-kbaKT0BQ@mail.gmail.com>
	<CAHT2K-fWuahp8+Y0fBifnErYTOHwgtTQibdx_=PW46xnMDRjCQ@mail.gmail.com>
	<CAMOxC8sbMoVTNRfgMmDxWBPs7+7ziKsJgqN44jNvrvLFLOtNew@mail.gmail.com>
	<CAHT2K-dgiLkAeXb97Le_HdrOf+gCygV0JOP6tAwGLx=t1F3fPA@mail.gmail.com>
	<CAMOxC8t_pDsSmaxr95vC0vNzBDEY0UkAwTOV+Wq-s6D2_u5qkA@mail.gmail.com>
	<CADRn1OUAGVZUvFUvmJHtNXdkn93PNwrQDbLPs=a9dutV6B=ADw@mail.gmail.com>
	<CAMOxC8sSvDuUS39yihGUwtv+iWNFwBOP460m5s-SnMn_=Uw0oA@mail.gmail.com>
Message-ID: <CADRn1OUYa2yH_OoNCvytJE+Wgv-kj_gWz_HWqCU0zSeYyJcCNA@mail.gmail.com>

Yes sorry you're right !

I had in my 2 users the mail and now the field requestor is filled by
default with the mail and the expected behavior works !
Now i'm going to test IgnoreOnStatus to see if we can stop SLA on specific
ticket status.

Many thanks for your time and your advices, it was very helpful.

Have a nice day

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


2013/10/1 Ruslan Zakirov <ruz at bestpractical.com>

>
>
>
> On Tue, Oct 1, 2013 at 7:14 PM, Alexandre LEPREVOST <al at efficientip.com>wrote:
>
>> Ok Ruslan,
>>
>> We are going to create group/user with no admin right and we'll try it
>> again. I hope It will be better.
>>
>
> It's not about rights, it's not about groups. It's about requestors! Open
> "Create a new ticket" and find "Requestors" input field. It must be filled
> with at least one user when you test and this user must reply at least once
> to the ticket for you to see the effect.
>
>
>>
>> You were very helpful. If we find something else, we'll contact you.
>>
>> Many thank you for your help Ruslan !
>>
>> 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
>>
>>
>> 2013/10/1 Ruslan Zakirov <ruz at bestpractical.com>
>>
>>>
>>>
>>>
>>> On Tue, Oct 1, 2013 at 6:29 PM, Abdallah TABI <at at efficientip.com>wrote:
>>>
>>>> I've just created a new ticket at 4:24 PM on Tue with the user admin,
>>>> and in the field Due: I got Wed 10:24 AM which is the Resolve time not the
>>>> Response time of 15 min setted.
>>>>
>>>> So, for us at the start the Due time is not what is expected.
>>>>
>>>>
>>> I don't know how else to explain it. SLA extension uses lists of
>>> Requestors to decide who is who. If you create a ticket as Admin with Admin
>>> user as requestor (this part is VERY important) of the ticket then Admin is
>>> the one who requested the ticket and then Reply deadline will be set.
>>>
>>>
>>>
>>>> *Abdallah Tabi* Support Team - at at efficientip.com *4 rue de l?Abreuvoir
>>>> 92 400 Courbevoie
>>>> France
>>>> at at efficientip.com
>>>> Tel : +33 (0)1 75 84 88 98
>>>> Fax : +33 (0)9 57 88 09 40
>>>> www.efficientip.com*
>>>>
>>>>
>>>> 2013/10/1 Ruslan Zakirov <ruz at bestpractical.com>
>>>>
>>>>>
>>>>> On Tue, Oct 1, 2013 at 6:18 PM, Abdallah TABI <at at efficientip.com>wrote:
>>>>>
>>>>>> Good afternoon,
>>>>>>
>>>>>> Thank you for your really quick answer !
>>>>>>
>>>>>> Ok let me give you more information.
>>>>>>
>>>>>
>>>>> As I said, your testing setup is wrong. Ticket should have a
>>>>> requestor, in your case requestor is empty.
>>>>>
>>>>> Let me show you two cases:
>>>>>
>>>>> 1) Staff A creates a ticket with requestor B and says "we talked on
>>>>> the phone, here is info you requested..."
>>>>> 2) User B creates a ticket with himself as requestor and says "can I
>>>>> get some help"
>>>>>
>>>>> Do you see difference? What you're testing is closer to 1)
>>>>>
>>>>> To see how it works you need at least two users (with emails defined,
>>>>> this will make life easier) and either switch logins or use email
>>>>> integration.
>>>>>
>>>>> --
>>>>> Best regards, Ruslan.
>>>>>
>>>>
>>>>
>>>
>>>
>>> --
>>> Best regards, Ruslan.
>>>
>>
>>
>
>
> --
> Best regards, Ruslan.
>
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From closetotheledge at yahoo.com  Wed Oct  2 08:44:05 2013
From: closetotheledge at yahoo.com (Duane Winner)
Date: Wed, 2 Oct 2013 05:44:05 -0700 (PDT)
Subject: [rt-users] Global HTML <head>
Message-ID: <1380717845.32596.YahooMailNeo@web122506.mail.ne1.yahoo.com>

How do I add a custom global HTML header metadata for all RT content?

One of our customers does content filtering and does not permit access if we do not have meta info on all of our HTML; I need to get something like this on all RT generated pages:

? ?<meta name="Keywords" content="RT, project, tasks, tickets, project management, request tracker, RT, trouble ticket"> 
? ?<meta name="Description" content="Support?system">

I know this must be a simple and common RT configuration, but I am not finding how to do this anywhere in the docs or in searches.

Do I edit a file in /usr/share/request-tracker4/html ? Or something else?

Thanks for any help!

DW



From betovaz at gmail.com  Wed Oct  2 13:22:06 2013
From: betovaz at gmail.com (Alberto Vazquez)
Date: Wed, 2 Oct 2013 10:22:06 -0700
Subject: [rt-users] Virtualizing RT To Hyper-V
In-Reply-To: <40683607-681d-4047-91c4-89a86d12f773@Mikes-iPhone-4S>
References: <CAPeOh_Mj1SMTMf0K05n2swZ0Xzc9-2_FyaysME-jYum86DLZsg@mail.gmail.com>
	<40683607-681d-4047-91c4-89a86d12f773@Mikes-iPhone-4S>
Message-ID: <CAPeOh_MqDmh_B2GGHdncOmndysnXzhvJMXYnDTO9Y2aWkJLt0Q@mail.gmail.com>

Thanks for your responses.  It sounds that the better option is to build a
new VM (Hyper-V Supported).  Some questions ..

*  When I build the VM, what type of configuration must I do?  Is it just
the OS, or do I also install RT (what version)?

*  What directories (objects) must I backup, in order to properly restore
to the new VM?
*  Do any of you have the process documented, I remember reading that some
of you have done this a zillion times :) ?

Thanks,

AVazquez




On Tue, Oct 1, 2013 at 2:56 PM, Mike Coakley <mike.coakley at gmail.com> wrote:

>  Hi Alberto,
>
> We use RT on Hyper-V. We built a new VM instance and performed a data
> migration for our physical implementation. We did this because our flavor
> and version of Linux was not supported well on Hyper-V. The newer kernels
> are pretty good and I saw very good performance. Basically make sure your
> distro supports the synthetic drivers for hyper-v and you will be good to
> go.
>
> Mike
>
> On Oct 1, 2013, 12:32 PM, Alberto Vazquez wrote:
>
>   All,
>
> I have a physical server running RT, and I want to virtualize it to
> Hyper-V.  Can some provide some guidance on what will the best process to
> follow?  Or, are there any potential issues?
>
> Thanks,
> AVazquez
>
>


-- 
Walk in faith!
Alberto Vazquez-Dzul
Email:  betovaz at gmail.com
Mobile:  (805) 444-0835
GVoice: (805) 768-4798
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From lstewart at iweb.com  Wed Oct  2 16:59:16 2013
From: lstewart at iweb.com (Landon Stewart)
Date: Wed, 2 Oct 2013 13:59:16 -0700
Subject: [rt-users] Back to my Dynamic template choosing Scrip problem...
Message-ID: <CABgOHgu0hdL0KeQEZCntoZMuEYa5ftdXrKu-cqz3m7rVp1W+Ww@mail.gmail.com>

Hello,

This is not an easy issue to work out - I'm sorry for repeating this
question but last time I answered myself and then realized the answer
wasn't going to work out.  Anyway here goes...

I have a CF called "Classification" where we classify a ticket based on a
scoring system for keywords in fields like From:, Subject: and Content of
an incoming email report.  The incident report might be classified as one
of "Phishing", "Open Recursive DNS" or "Malware" etc.  There are currently
12 different classifications and more may need to be added.  When opening
an Investigation for an issue the CF "Classification" is used to determine
the template to send to the client containing some helpful information and
what is required of them.

Not only are we dealing with multiple templates but also each one has its
own language.  English, French and Spanish.  It is very cumbersome to have
3 Scrips for each classification.

*Below is 1 example for the "Open Recursive DNS" classification in all
three languages and how it is dealt with currently:*

*Desc:* On Create Customer Open Recursive DNS English
*Condition:* User Defined
*Action:* Autoreply To Requestor
*Template:* Open Recursive DNS (en)
*Stage:* TransactionCreate
*Custom Condition:*
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
return 0 unless $trans->Type eq "Create";
return 0 unless $ticket->FirstCustomFieldValue('Classification') eq "Open
Recursive DNS";
## If English or no language choose English below...
if ($ticket->FirstCustomFieldValue('PreferredLanguage') eq 'English' ||
$ticket->FirstCustomFieldValue('PreferredLanguage') eq "") {

    return 1;
}

*Desc:* On Create Customer Open Recursive DNS French
*Condition:* User Defined
*Action:* Autoreply To Requestor
*Template:* Open Recursive DNS (fr)
*Stage:* TransactionCreate
*Custom Condition:*
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
return 0 unless $trans->Type eq "Create";
return 0 unless $ticket->FirstCustomFieldValue('Classification') eq "Open
Recursive DNS";
if ($ticket->FirstCustomFieldValue('PreferredLanguage') eq 'French') {
    return 1;
}

*Desc:* On Create Customer Open Recursive DNS Spanish
*Condition:* User Defined
*Action:* Autoreply To Requestor
*Template:* Open Recursive DNS (es)
*Stage:* TransactionCreate
*Custom Condition:*
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
return 0 unless $trans->Type eq "Create";
return 0 unless $ticket->FirstCustomFieldValue('Classification') eq "Open
Recursive DNS";
if ($ticket->FirstCustomFieldValue('PreferredLanguage') eq 'Spanish') {
    return 1;
}

"OK!?  So what's the problem?" you might ask?

Can anyone tell me how to roll this into one Scrip without making the
templates themselves a mess of spaghetti code?

*Pseudo code might be:*
*Desc:* On Create Customer Open Recursive DNS
*Condition:* User Defined
*Action:* Autoreply To Requestor
*Template:* Global template: Blank
*Stage:* TransactionCreate
*Fake Code Custom Condition:*
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
return 0 unless $trans->Type eq "Create";
my $class = $self->FirstCustomFieldValue('Classification');
my $lang = $ticket->FirstCustomFieldValue('PreferredLanguage');
my $template = $class." (".$lang.")";
    ## Eg: Open Recursive DNS (French)
if (SetTheTemplateTo($template)) {
  return 1;
}
return 0;

I know SetTheTemplateTo() is not a real function? But that's what I want to
work out how to do.  Basically override or supplement the template set on
the Scrip form.


-- 
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 mrbbowles at gmail.com  Wed Oct  2 21:39:24 2013
From: mrbbowles at gmail.com (Brian Bowles)
Date: Wed, 2 Oct 2013 20:39:24 -0500
Subject: [rt-users] REST permissions? write-only?
Message-ID: <CADsBMX6s0qB-YftdGZs6jTz6-quJMaDLDLcdzCWnyZLcgbgadw@mail.gmail.com>

Is there a way I could just globally turn off all the read capability to
the REST server?  Basically I have data I wish to keep private and it would
be a security risk if someone can read tickets using REST.  I believe I can
fix this with permissions but I'd rather just completely remove any read
capability to the REST server and just use it to create new tickets.  A
'drop box' if you will from a web front-end.  Any ideas?
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From mmcgrath at carthage.edu  Wed Oct  2 22:26:36 2013
From: mmcgrath at carthage.edu (Max McGrath)
Date: Wed, 2 Oct 2013 21:26:36 -0500
Subject: [rt-users] Upgrade to 4.2 fail
Message-ID: <CAH7EN_pxGdzq17f2zju14v6e-XVBdFv8NTzn9asHQsu2ijiXmA@mail.gmail.com>

Trying to get from 4.0.16 to 4.2.0rc5.

Make upgrade and make database-upgrade go fine, but when I restart Apache I
get:

root at help:/tmp/rt-4.2.0rc5# /etc/init.d/apache2 restart
Syntax error on line 44 of /etc/apache2/sites-enabled/000-default:
Can't locate Symbol/Global/Name.pm in @INC (@INC contains:
/opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /etc/perl
/usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5
/usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14
/usr/local/lib/site_perl . /etc/apache2) at
/opt/rt4/sbin/../lib/RT/Config.pm line 55.\nBEGIN failed--compilation
aborted at /opt/rt4/sbin/../lib/RT/Config.pm line 55.\nCompilation failed
in require at /opt/rt4/sbin/../lib/RT.pm line 156.\n
Action 'configtest' failed.
The Apache error log may have more information.
   ...fail!

Below is line 44 of 000-default....but I'm not sure where the syntax error
is.  This is getting above and beyond my knowledge of linux/apache!

 35     <Location /rt/>
 36         Order allow,deny
 37         Allow from all
 38
 39         SetHandler modperl
 40         PerlResponseHandler Plack::Handler::Apache2
 41         PerlSetVar psgi_app /opt/rt4/sbin/rt-server
 42     </Location>
 43     <Perl>
 44         use Plack::Handler::Apache2;
 45         Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
 46     </Perl>
 47 </VirtualHost>


Any help is appreciated!

Max

--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From alexmv at bestpractical.com  Wed Oct  2 22:44:18 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 02 Oct 2013 22:44:18 -0400
Subject: [rt-users] Upgrade to 4.2 fail
In-Reply-To: <CAH7EN_pxGdzq17f2zju14v6e-XVBdFv8NTzn9asHQsu2ijiXmA@mail.gmail.com>
References: <CAH7EN_pxGdzq17f2zju14v6e-XVBdFv8NTzn9asHQsu2ijiXmA@mail.gmail.com>
Message-ID: <1380768258.5699.2.camel@umgah.localdomain>

On Wed, 2013-10-02 at 21:26 -0500, Max McGrath wrote:
> Trying to get from 4.0.16 to 4.2.0rc5.
> 
> 
> Make upgrade and make database-upgrade go fine, but when I restart
> Apache I get:
> 
> 
> root at help:/tmp/rt-4.2.0rc5# /etc/init.d/apache2 restart
> Syntax error on line 44 of /etc/apache2/sites-enabled/000-default:
> Can't locate Symbol/Global/Name.pm in @INC

RT 4.2 has additional dependencies that RT 4.0 does not.  You skipped
step 3 (`make testdeps`) of the upgrade steps in README:

http://bestpractical.com/docs/rt/4.2.0/README

 - Alex



From mmcgrath at carthage.edu  Wed Oct  2 22:53:39 2013
From: mmcgrath at carthage.edu (Max McGrath)
Date: Wed, 2 Oct 2013 21:53:39 -0500
Subject: [rt-users] Upgrade to 4.2 fail
In-Reply-To: <1380768258.5699.2.camel@umgah.localdomain>
References: <CAH7EN_pxGdzq17f2zju14v6e-XVBdFv8NTzn9asHQsu2ijiXmA@mail.gmail.com>
	<1380768258.5699.2.camel@umgah.localdomain>
Message-ID: <CAH7EN_pnDK7_ociQTc+Ld7fakkJdN3JyygBC1n0MWzeOnQZqnw@mail.gmail.com>

Nope...definitely did that step:

root at help:/tmp/rt-4.2.0rc5# make testdeps
/usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql
--with-fastcgi
perl:
        >=5.10.1(5.14.2) ...found
users:
        rt group (www-data) ...found
        bin owner (root) ...found
        libs owner (root) ...found
        libs group (bin) ...found
        web owner (www-data) ...found
        web group (www-data) ...found
CLI dependencies:
        Text::ParseWords ...found
        Term::ReadKey ...found
        Getopt::Long >= 2.24 ...found
        HTTP::Request::Common ...found
        Term::ReadLine ...found
        LWP ...found
CORE dependencies:
        Storable >= 2.08 ...found
        Encode >= 2.39 ...found
        Crypt::Eksblowfish ...found
        Module::Versions::Report >= 1.05 ...found
        List::MoreUtils ...found
        Errno ...found
        DBI >= 1.37 ...found
        Devel::StackTrace >= 1.19 ...found
        HTTP::Message >= 6.0 ...found
        Text::Password::Pronounceable ...found
        Devel::GlobalDestruction ...found
        Time::ParseDate ...found
        IPC::Run3 ...found
        Tree::Simple >= 1.04 ...found
        HTML::Scrubber >= 0.08 ...found
        HTML::Quoted ...found
        Sys::Syslog >= 0.16 ...found
        Mail::Mailer >= 1.57 ...found
        Data::GUID ...found
        HTML::Mason >= 1.43 ...found
        HTML::Entities ...found
        LWP::Simple ...found
        Symbol::Global::Name >= 0.04 ...found
        DateTime::Format::Natural >= 0.67 ...found
        Plack >= 1.0002 ...found
        File::Glob ...found
        Class::Accessor >= 0.34 ...found
        Text::Wrapper ...found
        Regexp::Common::net::CIDR ...found
        Log::Dispatch >= 2.30 ...found
        HTML::FormatText::WithLinks::AndTables ...found
        DateTime >= 0.44 ...found
        CGI::Emulate::PSGI ...found
        Text::Quoted >= 2.07 ...found
        Regexp::IPv6 ...found
        CGI >= 3.38 ...found
        CSS::Squish >= 0.06 ...found
        DateTime::Locale >= 0.40 ...found
        CGI::PSGI >= 0.12 ...found
        Apache::Session >= 1.53 ...found
        Date::Extract >= 0.02 ...found
        Digest::SHA ...found
        HTML::Mason::PSGIHandler >= 0.52 ...found
        MIME::Entity >= 5.504 ...found
        Locale::Maketext::Lexicon >= 0.32 ...found
        Module::Refresh >= 0.03 ...found
        Role::Basic >= 0.12 ...found
        Digest::base ...found
        File::Temp >= 0.19 ...found
        Date::Manip ...found
        Locale::Maketext >= 1.06 ...found
        HTML::RewriteAttributes >= 0.05 ...found
        Text::Template >= 1.44 ...found
        CGI::Cookie >= 1.20 ...found
        Scalar::Util ...found
        XML::RSS >= 1.05 ...found
        Text::WikiFormat >= 0.76 ...found
        File::Spec >= 0.8 ...found
        DBIx::SearchBuilder >= 1.65 ...found
        File::ShareDir ...found
        Regexp::Common ...found
        Digest::MD5 >= 2.27 ...found
        HTML::FormatText::WithLinks >= 0.14 ...found
        Mail::Header >= 2.12 ...found
        Locale::Maketext::Fuzzy >= 0.11 ...found
        Time::HiRes ...found
        Email::Address::List ...found
        Net::CIDR ...found
        JSON ...found
        UNIVERSAL::require ...found
        Email::Address >= 1.897 ...found
        Plack::Handler::Starlet ...found
DASHBOARDS dependencies:
        URI::QueryParam ...found
        URI >= 1.59 ...found
        MIME::Types ...found
FASTCGI dependencies:
        FCGI::ProcManager ...found
        FCGI >= 0.74 ...found
GD dependencies:
        GD::Text ...found
        GD ...found
        GD::Graph >= 1.47 ...found
GPG dependencies:
        File::Which ...found
        PerlIO::eol ...found
        GnuPG::Interface ...found
ICAL dependencies:
        Data::ICal ...found
MAILGATE dependencies:
        Pod::Usage ...found
        LWP::UserAgent >= 6.0 ...found
        Crypt::SSLeay ...found
        Getopt::Long ...found
        Net::SSL ...found
        LWP::Protocol::https ...found
        Mozilla::CA ...found
MYSQL dependencies:
        DBD::mysql >= 2.1018 ...found
SMIME dependencies:
        String::ShellQuote ...found
        File::Which ...found
        Crypt::X509 ...found
USERLOGO dependencies:
        Convert::Color ...found

*All dependencies have been found.*


--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu


On Wed, Oct 2, 2013 at 9:44 PM, Alex Vandiver <alexmv at bestpractical.com>wrote:

> On Wed, 2013-10-02 at 21:26 -0500, Max McGrath wrote:
> > Trying to get from 4.0.16 to 4.2.0rc5.
> >
> >
> > Make upgrade and make database-upgrade go fine, but when I restart
> > Apache I get:
> >
> >
> > root at help:/tmp/rt-4.2.0rc5# /etc/init.d/apache2 restart
> > Syntax error on line 44 of /etc/apache2/sites-enabled/000-default:
> > Can't locate Symbol/Global/Name.pm in @INC
>
> RT 4.2 has additional dependencies that RT 4.0 does not.  You skipped
> step 3 (`make testdeps`) of the upgrade steps in README:
>
> http://bestpractical.com/docs/rt/4.2.0/README
>
>  - Alex
>
>
> --
> RT Training in New York, October 8th and 9th:
> http://bestpractical.com/training
>
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From alexmv at bestpractical.com  Wed Oct  2 23:53:38 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 02 Oct 2013 23:53:38 -0400
Subject: [rt-users] Upgrade to 4.2 fail
In-Reply-To: <CAH7EN_pnDK7_ociQTc+Ld7fakkJdN3JyygBC1n0MWzeOnQZqnw@mail.gmail.com>
References: <CAH7EN_pxGdzq17f2zju14v6e-XVBdFv8NTzn9asHQsu2ijiXmA@mail.gmail.com>
	<1380768258.5699.2.camel@umgah.localdomain>
	<CAH7EN_pnDK7_ociQTc+Ld7fakkJdN3JyygBC1n0MWzeOnQZqnw@mail.gmail.com>
Message-ID: <1380772418.5699.6.camel@umgah.localdomain>

On Wed, 2013-10-02 at 21:53 -0500, Max McGrath wrote:
> Nope...definitely did that step: [snp]

Ah.  Then the perl that your mod_perl is linked against is not the perl
that you configured RT with -- did you recompile a newer perl to meet
the >= 5.10.1 dep, but not recompile mod_perl?  Deploying with mod_fcgi
or mod_fastcgi is probably easier than upgrading mod_perl.
 - Alex




From michael.obrien at globoforce.com  Thu Oct  3 04:04:08 2013
From: michael.obrien at globoforce.com (globo)
Date: Thu, 3 Oct 2013 01:04:08 -0700 (PDT)
Subject: [rt-users] Weekly and Monthly Subscription mails to Dashboards
	not sending
In-Reply-To: <1379499150230-55292.post@n7.nabble.com>
References: <1379499150230-55292.post@n7.nabble.com>
Message-ID: <1380787448873-55392.post@n7.nabble.com>

Thanks Jim and Ruslan.

I updated to the latest version of Request Tracker and the weekly / monthly
subscriptions are working now :-). 






--
View this message in context: http://requesttracker.8502.n7.nabble.com/Weekly-and-Monthly-Subscription-mails-to-Dashboards-not-sending-tp55292p55392.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From mike.coakley at gmail.com  Thu Oct  3 05:21:44 2013
From: mike.coakley at gmail.com (Mike Coakley)
Date: Thu, 3 Oct 2013 05:21:44 -0400
Subject: [rt-users] Virtualizing RT To Hyper-V
In-Reply-To: <CAPeOh_MqDmh_B2GGHdncOmndysnXzhvJMXYnDTO9Y2aWkJLt0Q@mail.gmail.com>
References: <CAPeOh_Mj1SMTMf0K05n2swZ0Xzc9-2_FyaysME-jYum86DLZsg@mail.gmail.com>
	<40683607-681d-4047-91c4-89a86d12f773@Mikes-iPhone-4S>
	<CAPeOh_MqDmh_B2GGHdncOmndysnXzhvJMXYnDTO9Y2aWkJLt0Q@mail.gmail.com>
Message-ID: <33f8b776-5205-4dc3-9362-827b6040afb6@Mikes-iPhone-4S>

Hi Alberto,

RT doesn't really care if it is running on a physical server or a virtual one, so I would say you should start with getting a good solid OS install on Hyper-V. Make sure it meets your performance requirements and has the require RT components on it and running properly and securely. Then perform the typical RT data migration:

1. Install RT in your preferred way - binary package for your distro, if available or tarball

2. Configure RT to your environment and test it

3. Use whatever tools that come with your database to dump the database and move that database dump to the new RT system

4. On the new RT system drop the current database - to get rid of the basic test database - and then create a blank new RT database. Make sure you use the same database name as it was previously (whatever database name you dropped)

4. Import the data (again with the database tools) and perform the required RT upgrade steps - see the included (with the software) RT README and UPGRADE instructions

5. Test your new RT instance and make sure the data converted properly and that it is working as expected

The above steps assume that this is a test environment and that your current production will still be running. Therefore, you will most likely have to repeat steps 3-5 again once you are satisfied with your tests and you want to perform the actual migration. 

I should also add that the above steps are an outline. There are many other little steps that a person will need to perform to prepare the system for RT, ensure the database is running correctly and securely, perform a proper database dump to ensure the data is consistent and other typical Linux system management and database management tasks. There is a lot of documentation about processes like these on the RT wiki. If you haven't spent any time there, you should - there is many years worth of knowledge there. 

Hope this helps to get you started. 

Mike 
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From ruz at bestpractical.com  Thu Oct  3 07:27:27 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 3 Oct 2013 15:27:27 +0400
Subject: [rt-users] Back to my Dynamic template choosing Scrip problem...
In-Reply-To: <CABgOHgu0hdL0KeQEZCntoZMuEYa5ftdXrKu-cqz3m7rVp1W+Ww@mail.gmail.com>
References: <CABgOHgu0hdL0KeQEZCntoZMuEYa5ftdXrKu-cqz3m7rVp1W+Ww@mail.gmail.com>
Message-ID: <CAMOxC8t=_EJm7GHXueMYE8oj6qGWxuRnGYPUQPVifUOWuPmqJA@mail.gmail.com>

Hi,

You can do this by inserting custom TemplateObj method into
RT/Action/SendMail.pm

It should be like this:
1) behave like original method, so copy it from lib/RT/Action.pm
2) change template on call when Ticket and Txn are available
3) mark that change was done

For example:

sub TemplateObj {
    my $self = shift;
    return $self->{TemplateObj} if !$self->{TemplateObj}
        || $self->{our_custom_code_has_made_the_change};

    my $ticket = $self->TicketObj;
    return $self->{TemplateObj} unless $ticket;

    my $orig_name = $self->{TemplateObj}->Name;

    my $lang = $ticket->FirstCustomFieldValue('Language');
    my $case_type = $ticket->FirstCustomFieldValue('Category');
    foreach my $name ("$orig_name $case_type $lang", "$orig_name $case_type
$lang") {
         my $tmp = RT::Template->new( $self->CurrentUser );
         $tmp->Load( $name ); # queue should be here and fallback to global!
         unless ($tmp->id) {
             RT->Logger->debug("No custom template $name");
         } else {
             $self->{TemplateObj} = $tmp;
         }
    }
    $self->{our_custom_code_has_made_the_change} = 1;
    return $self->{TemplateObj};
}


Note that the code is not tested in any way, just typed it in mail client.


On Thu, Oct 3, 2013 at 12:59 AM, Landon Stewart <lstewart at iweb.com> wrote:

> Hello,
>
> This is not an easy issue to work out - I'm sorry for repeating this
> question but last time I answered myself and then realized the answer
> wasn't going to work out.  Anyway here goes...
>
> I have a CF called "Classification" where we classify a ticket based on a
> scoring system for keywords in fields like From:, Subject: and Content of
> an incoming email report.  The incident report might be classified as one
> of "Phishing", "Open Recursive DNS" or "Malware" etc.  There are currently
> 12 different classifications and more may need to be added.  When opening
> an Investigation for an issue the CF "Classification" is used to determine
> the template to send to the client containing some helpful information and
> what is required of them.
>
> Not only are we dealing with multiple templates but also each one has its
> own language.  English, French and Spanish.  It is very cumbersome to have
> 3 Scrips for each classification.
>
> *Below is 1 example for the "Open Recursive DNS" classification in all
> three languages and how it is dealt with currently:*
>
> *Desc:* On Create Customer Open Recursive DNS English
> *Condition:* User Defined
> *Action:* Autoreply To Requestor
> *Template:* Open Recursive DNS (en)
> *Stage:* TransactionCreate
> *Custom Condition:*
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
> return 0 unless $trans->Type eq "Create";
> return 0 unless $ticket->FirstCustomFieldValue('Classification') eq "Open
> Recursive DNS";
> ## If English or no language choose English below...
> if ($ticket->FirstCustomFieldValue('PreferredLanguage') eq 'English' ||
> $ticket->FirstCustomFieldValue('PreferredLanguage') eq "") {
>
>     return 1;
> }
>
> *Desc:* On Create Customer Open Recursive DNS French
> *Condition:* User Defined
> *Action:* Autoreply To Requestor
> *Template:* Open Recursive DNS (fr)
> *Stage:* TransactionCreate
> *Custom Condition:*
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
> return 0 unless $trans->Type eq "Create";
> return 0 unless $ticket->FirstCustomFieldValue('Classification') eq "Open
> Recursive DNS";
> if ($ticket->FirstCustomFieldValue('PreferredLanguage') eq 'French') {
>     return 1;
> }
>
> *Desc:* On Create Customer Open Recursive DNS Spanish
> *Condition:* User Defined
> *Action:* Autoreply To Requestor
> *Template:* Open Recursive DNS (es)
> *Stage:* TransactionCreate
> *Custom Condition:*
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
> return 0 unless $trans->Type eq "Create";
> return 0 unless $ticket->FirstCustomFieldValue('Classification') eq "Open
> Recursive DNS";
> if ($ticket->FirstCustomFieldValue('PreferredLanguage') eq 'Spanish') {
>     return 1;
> }
>
> "OK!?  So what's the problem?" you might ask?
>
> Can anyone tell me how to roll this into one Scrip without making the
> templates themselves a mess of spaghetti code?
>
> *Pseudo code might be:*
> *Desc:* On Create Customer Open Recursive DNS
> *Condition:* User Defined
> *Action:* Autoreply To Requestor
> *Template:* Global template: Blank
> *Stage:* TransactionCreate
> *Fake Code Custom Condition:*
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
> return 0 unless $trans->Type eq "Create";
> my $class = $self->FirstCustomFieldValue('Classification');
> my $lang = $ticket->FirstCustomFieldValue('PreferredLanguage');
> my $template = $class." (".$lang.")";
>       ## Eg: Open Recursive DNS (French)
> if (SetTheTemplateTo($template)) {
>   return 1;
> }
> return 0;
>
> I know SetTheTemplateTo() is not a real function? But that's what I want
> to work out how to do.  Basically override or supplement the template set
> on the Scrip form.
>
>
> --
> 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
>
>
>
>
> --
> RT Training in New York, October 8th and 9th:
> http://bestpractical.com/training
>



-- 
Best regards, Ruslan.
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From alexmv at bestpractical.com  Thu Oct  3 14:31:46 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 03 Oct 2013 14:31:46 -0400
Subject: [rt-users] [rt-announce] RT 4.2.0 released
Message-ID: <1380825106.29903.2.camel@umgah.localdomain>

We're incredibly pleased to announce the availability of RT 4.2.0 - the
first release for the next major version of RT.  This release adds
exciting new functionality, as well as streamlining and generalizing the
internals.

When upgrading, please be sure to review the upgrading documentation
available in docs/UPGRADING-4.2, as there are a number of
backward-incompatible changes that come along with the new version
number.  Upgrading documentation is also available at
http://www.bestpractical.com/docs/rt/latest/UPGRADING-4.2.html

http://download.bestpractical.com/pub/rt/release/rt-4.2.0.tar.gz
http://download.bestpractical.com/pub/rt/release/rt-4.2.0.tar.gz.asc

a24bd767263cdcee92bf52c6b06a1a573aa0a615  rt-4.2.0.tar.gz
0717fd7d928efaadba2228de855c014e6be735cb  rt-4.2.0.tar.gz.asc

A partial list of the new features in RT 4.2.0 is included below, and on
http://bestpractical.com/rt/whats-new/  Many of the new features will also
be described and demoed in a series of blog posts on
http://blog.bestpractical.com/ in the coming weeks.

If you have questions as you upgrade, please don't hesitate to write to
rt-users at lists.bestpractical.com for community support.  If you'd rather
have professional support from the folks who built RT, drop us a line at
contact at bestpractical.com.

 - Alex Vandiver, for Best Practical


  * Much improved reporting via search result charting
      - Multiple group by and statistic calculations in a table
      - Time statistics such as average, minimum, and maximum durations
        between Created and Resolved, Created and Started, Started and
        Resolved, and more.
      - More robust layout of charts

  * Increased performance for searches and ticket pages
      - Faster searches on all databases (especially Pg)
      - Ticket pages load quicker
      - Menus load before the rest of the page is loaded
      - History is loaded asynchronously
      - Faster serving of static assets

  * Scrips per queue
      - Apply scrips globally or ad-hoc to individual queues, a la custom
        fields
      - Less duplication of scrips and/or need for empty templates

  * Custom field groupings
      - Display CFs in configurable groupings (boxes) on the ticket
        display/edit pages
      - Includes arbitrary grouping names as well as standard ticket
        groupings (Basics, Dates, People, Links, etc.)

  * User summary pages

      - Display information about users such as tickets, history, groups,
        etc.
      - An extended "More about requestors" page for any user
      - Easy to get to via links and user search

  * HTML templates enabled by default for new installs, available for
    upgrades too

  * History improvements
      - Rich text/HTML messages are preferred for display by default
      - Images are inlined with text in ticket history display instead of
        presented at bottom
      - Clickable users, tickets, articles, and other items

  * Many interface improvements, such as:
      - Per-user preferences for the dashboards which appear in the Home
        menu
      - Floating page menu for quicker access to ticket actions, subpages,
        etc.
      - Autocomplete for ticket links, including when merging
      - Autocomplete available to self service users
      - Improved CF and links display in search results
      - Sticky simple search for quick search refinements
      - Attachments on reply can no longer be mixed up when replying to
        multiple tickets at once
      - ReassignTicket right to assign tickets without stealing first;
        useful for managers

  * S/MIME support integrated with GnuPG support
      - Decrypt and verify incoming GPG and SMIME messages
      - Send all outgoing messages as either GPG or SMIME

  * Migration tools
      - Migrate from one database type to another (MySQL, Pg, Oracle)
      - Merge multiple RT instances together

  * Thousands of bug fixes; nearly 2000 commits totaling more than
    250,000 lines of code changed.


_______________________________________________
rt-announce mailing list
rt-announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce


From mmcgrath at carthage.edu  Fri Oct  4 09:37:16 2013
From: mmcgrath at carthage.edu (Max McGrath)
Date: Fri, 4 Oct 2013 08:37:16 -0500
Subject: [rt-users] Upgrade to 4.2 fail
In-Reply-To: <1380772418.5699.6.camel@umgah.localdomain>
References: <CAH7EN_pxGdzq17f2zju14v6e-XVBdFv8NTzn9asHQsu2ijiXmA@mail.gmail.com>
	<1380768258.5699.2.camel@umgah.localdomain>
	<CAH7EN_pnDK7_ociQTc+Ld7fakkJdN3JyygBC1n0MWzeOnQZqnw@mail.gmail.com>
	<1380772418.5699.6.camel@umgah.localdomain>
Message-ID: <CAH7EN_qHOVbhQUdh1k8V16pMNPo9vRXVnF1Nm_eP3q+=B5G+_g@mail.gmail.com>

Thanks!

Tried moving to FastCgi and I now get:

You're almost there!You haven't yet configured your webserver to run RT.
You appear to have installed RT's web interface correctly, but haven't yet
configured your web server to "run" the RT server which powers the web
interface. The next step is to edit your webserver's configuration file to
instruct it to use RT's *mod_perl* or *FastCGI* handler. If you need
commercial support, please contact us at sales at bestpractical.com.

I'm definitely not a web server expert...so...any advice?

Max

--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu


On Wed, Oct 2, 2013 at 10:53 PM, Alex Vandiver <alexmv at bestpractical.com>wrote:

> On Wed, 2013-10-02 at 21:53 -0500, Max McGrath wrote:
> > Nope...definitely did that step: [snp]
>
> Ah.  Then the perl that your mod_perl is linked against is not the perl
> that you configured RT with -- did you recompile a newer perl to meet
> the >= 5.10.1 dep, but not recompile mod_perl?  Deploying with mod_fcgi
> or mod_fastcgi is probably easier than upgrading mod_perl.
>  - Alex
>
>
>
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From Devin.McLean at harris.com  Fri Oct  4 10:15:30 2013
From: Devin.McLean at harris.com (McLean, Devin)
Date: Fri, 4 Oct 2013 14:15:30 +0000
Subject: [rt-users] RT 4.2.0 Custom Field Groups
Message-ID: <6106C48F5657004A8707CCBF54A6CB37882A22C8@MLBMXUS22.cs.myharris.net>

Has anyone figured out how to do custom field groups? There doesn't seem to be any documentation on this yet.



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From jbrandt at bestpractical.com  Fri Oct  4 10:27:09 2013
From: jbrandt at bestpractical.com (Jim Brandt)
Date: Fri, 04 Oct 2013 10:27:09 -0400
Subject: [rt-users] RT 4.2.0 Custom Field Groups
In-Reply-To: <6106C48F5657004A8707CCBF54A6CB37882A22C8@MLBMXUS22.cs.myharris.net>
References: <6106C48F5657004A8707CCBF54A6CB37882A22C8@MLBMXUS22.cs.myharris.net>
Message-ID: <524ED03D.5080003@bestpractical.com>


On 10/4/13 10:15 AM, McLean, Devin wrote:
> Has anyone figured out how to do custom field groups? There doesn?t seem
> to be any documentation on this yet.

You can find configuration docs here:

http://www.bestpractical.com/docs/rt/4.2/RT_Config.html#CustomFieldGroupings

and we'll have a blog post coming out soon.


-- 



From lenjaffe at jaffesystems.com  Fri Oct  4 10:49:39 2013
From: lenjaffe at jaffesystems.com (Len Jaffe)
Date: Fri, 4 Oct 2013 10:49:39 -0400
Subject: [rt-users] Upgrade to 4.2 fail
In-Reply-To: <CAH7EN_qHOVbhQUdh1k8V16pMNPo9vRXVnF1Nm_eP3q+=B5G+_g@mail.gmail.com>
References: <CAH7EN_pxGdzq17f2zju14v6e-XVBdFv8NTzn9asHQsu2ijiXmA@mail.gmail.com>
	<1380768258.5699.2.camel@umgah.localdomain>
	<CAH7EN_pnDK7_ociQTc+Ld7fakkJdN3JyygBC1n0MWzeOnQZqnw@mail.gmail.com>
	<1380772418.5699.6.camel@umgah.localdomain>
	<CAH7EN_qHOVbhQUdh1k8V16pMNPo9vRXVnF1Nm_eP3q+=B5G+_g@mail.gmail.com>
Message-ID: <CAO_bo74E1PJFBY9FyZhWoD2pzVqeji9iXiZtZu_ndsHo0r4o_Q@mail.gmail.com>

in httpd.conf ----  and this will depend on your version of apache, and how
you've structured your configurations files.

You need to load the fastcgi module

    LoadModule fastcgi_module modules/mod_fastcgi.so

You need to declare your fastcgi service

    FastCgiServer /pathto/RT/sbin/rt-server.fcgi -processes 5 -idle-timeout
30

your settings for processes and timeout will vary according to your load

Inside your virtual host definitions, tell apache how to handle fcgi
requests

     AddHandler fastcgi-script fcgi


Tell apache how to run the RT code


Alias /RT /pathto/RT/sbin/rt-server.fcgi/
<Directory    /pathto/RT/sbin/*>
  Options Indexes +ExecCGI FollowSymLinks
  AllowOverRide None
  Satisfy Any
  Order allow,deny
  Allow from all
</Directory>

and tell apache about the directory where the RT source lives

Alias /RT/NoAuth/images/  /pathto/RT/share/html/NoAuth/images/
<Directory /pathto/RT/share/html/*>
  Options Indexes FollowSymLinks
  AllowOverride None
  Order allow,deny
  Allow from all
</Directory>




On Fri, Oct 4, 2013 at 9:37 AM, Max McGrath <mmcgrath at carthage.edu> wrote:

> Thanks!
>
> Tried moving to FastCgi and I now get:
>
> You're almost there!You haven't yet configured your webserver to run RT.
> You appear to have installed RT's web interface correctly, but haven't yet
> configured your web server to "run" the RT server which powers the web
> interface. The next step is to edit your webserver's configuration file to
> instruct it to use RT's *mod_perl* or *FastCGI* handler. If you need
> commercial support, please contact us at sales at bestpractical.com.
>
> I'm definitely not a web server expert...so...any advice?
>
> Max
>
> --
> Max McGrath
> Network Administrator
> Carthage College
> 262-552-5512
> mmcgrath at carthage.edu
>
>
> On Wed, Oct 2, 2013 at 10:53 PM, Alex Vandiver <alexmv at bestpractical.com>wrote:
>
>> On Wed, 2013-10-02 at 21:53 -0500, Max McGrath wrote:
>> > Nope...definitely did that step: [snp]
>>
>> Ah.  Then the perl that your mod_perl is linked against is not the perl
>> that you configured RT with -- did you recompile a newer perl to meet
>> the >= 5.10.1 dep, but not recompile mod_perl?  Deploying with mod_fcgi
>> or mod_fastcgi is probably easier than upgrading mod_perl.
>>  - Alex
>>
>>
>>
>
>
> --
> RT Training in New York, October 8th and 9th:
> http://bestpractical.com/training
>



-- 
lenjaffe at jaffesystems.com   614-404-4214    @lenjaffe
Software Engineer, Founder Volunteerable <http://www.volunteerable..com/>,
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 Kendric.Beachey at garmin.com  Fri Oct  4 11:41:20 2013
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Fri, 4 Oct 2013 15:41:20 +0000
Subject: [rt-users] Upgraded from 3.6.5 to 4.0.17,
 and mailgate has lost its way
In-Reply-To: <074C3AE4E206DC478AB4FA128B979141168A0828@OLAWPA-EXMB06.ad.garmin.com>
References: <074C3AE4E206DC478AB4FA128B9791411688FFEB@OLAWPA-EXMB06.ad.garmin.com>
	<074C3AE4E206DC478AB4FA128B9791411689E42F@OLAWPA-EXMB06.ad.garmin.com>
	<074C3AE4E206DC478AB4FA128B979141168A0828@OLAWPA-EXMB06.ad.garmin.com>
Message-ID: <074C3AE4E206DC478AB4FA128B979141168A4A78@OLAWPA-EXMB06.ad.garmin.com>

Hi everyone,

I finally figured out the problem.  It was in the way I was invoking rt-mailgate in /etc/aliases.

WRONG:

queuename: "|/opt/rt4/bin/rt-mailgate --queue queuename --action comment --url http://localhost/rt/"

RIGHT:

queuename: "/opt/rt4/bin/rt-mailgate --queue queuename --action comment --url https://rt.abc.com/rt/"

Thing 1...use https, not http.

Thing 2...use the full hostname, not "localhost".

Once I did that, everything was hunky dory.

So now we're all up and running on 4.0.17!!.....just in time for 4.2 to come out.  :-)
--
Kendric Beachey




-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Beachey, Kendric
Sent: Tuesday, October 01, 2013 1:54 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Upgraded from 3.6.5 to 4.0.17, and mailgate has lost its way

Someone asked about my RT_SiteConfig, so here it is.  (with passwords ******ed out)
--
Kendric


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Beachey, Kendric
Sent: Tuesday, October 01, 2013 11:04 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Upgraded from 3.6.5 to 4.0.17, and mailgate has lost its way

More investigation...it looks like maybe what's wrong here is that the REST interface is not set up correctly somehow.

1) https://rt.abc.com/rt/ => our RT instance

2) rt.abc.com itself hitting http://localhost/rt//REST/1.0/NoAuth/mail-gateway (that is, piping email into the rt-mailgate command via /etc/aliases) gives an HTTP 404 error, and apache error.log says:

[Tue Oct 01 15:40:28 2013] [error] [client 127.0.0.1] File does not exist: /opt/rt4/share/html/rt

3) rt.abc.com hitting http://localhost/REST/1.0/NoAuth/mail-gateway gives HTTP 200 OK

Does the REST interface not understand it's supposed to live under /rt?

On the other hand...

4) when I hit https://rt.abc.com/rt/REST/1.0/NoAuth/mail-gateway from another machine (with my web browser, and note this is using /rt), the browser shows:

temporary failure - RT couldn't find the queue: 1

and the apache error.log shows:

[Tue Oct  1 15:45:40 2013] [warning]: Use of uninitialized value in print at /opt/rt4/sbin/../lib/RT/EmailParser.pm line 121. (/opt/rt4/sbin/../lib/RT/EmailParser.pm:121)
[Tue Oct  1 15:45:40 2013] [warning]: Use of uninitialized value in scalar chomp at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 1484. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1484)
[Tue Oct  1 15:45:40 2013] [error]: Could not record email: RT couldn't find the queue: 1 (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75)


5) When I hit https://rt.garmin.com/REST/1.0/NoAuth/mail-gateway with my web browser (note that I'm NOT using /rt), it shows source code in the browser.


Here is the apache config that sets up RT for us...we've got some stuff in there that is supposed to force things to https except from localhost (is that bad?):

<VirtualHost *:80>
        DocumentRoot "/opt/rt4/share/html"
        RewriteEngine On
        RewriteCond %{REMOTE_ADDR} !^127\..*
        RewriteRule ^/rt/(.)* https://%{HTTP_HOST}/rt/$1 [L,R=301]
        RewriteCond %{REMOTE_ADDR} !^127\..*
        RewriteRule .* https://%{HTTP_HOST}/rt/ [L,R=301] </VirtualHost> <VirtualHost *:443>
        <IfModule mod_ssl.c>
          SSLEngine On
          SSLCertificateFile /etc/apache2/ssl/server.crt
          SSLCertificateKeyFile /etc/apache2/ssl/server.key
          SetEnvIf User-Agent ".*MSIE.*" nokeepalive ssl-unclean-shutdown
        </IfModule>
        DocumentRoot "/opt/rt4/share/html"
        ServerName rt.abc.com
        RewriteEngine On
        RewriteRule ^/$ /rt/ [L,R=301]

        ### Optional apache logs for RT
        # ErrorLog /opt/rt4/var/log/apache2.error
        # TransferLog /opt/rt4/var/log/apache2.access
        # LogLevel debug

        AddDefaultCharset UTF-8

        <Location /rt>
                Order allow,deny
                Allow from all

                SetHandler modperl
                PerlResponseHandler Plack::Handler::Apache2
                PerlSetVar psgi_app /opt/rt4/sbin/rt-server
        </Location>
        <Perl>
                use Plack::Handler::Apache2;
                Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
        </Perl>
</VirtualHost>


If any other configuration files would help shed light on this, I can send them along too.
--
Kendric Beachey




-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Beachey, Kendric
Sent: Saturday, September 28, 2013 11:07 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Upgraded from 3.6.5 to 4.0.17, and mailgate has lost its way

I upgraded from 3.6.5 to 4.0.17 today.  The 3.6.5 had been installed the Ubuntu way (meaning, /etc/request-tracker3.6, /usr/local/share/request-tracker3.6 and so forth, and perl modules installed one by one via apt-get), but the 4.0.17 has been installed the tarball-and-CPAN way (meaning /opt/rt4 for everything except the apache config).  The database schema updates were a real blast...  ;-)

I've got the web interface coming up and working great.  I can create tickets through it, and thanks to RT::Authen::ExternalAuth, I can authenticate against our AD server, just like before.

The one thing that hasn't come back to life is email.  If I send an email in, or if RT wants to send an email out to a watcher, I get errors like this coming out of rt-mailgate:


/opt/rt4/bin/rt-mailgate: temp file is '/tmp/8gwnmwSHM5/3i1mLgbHBF'
/opt/rt4/bin/rt-mailgate: connecting to http://localhost/rt//REST/1.0/NoAuth/mail-gateway
An Error Occurred
=================

404 Not Found

/opt/rt4/bin/rt-mailgate: undefined server error


I googled around and the closest things I found were people having problems with their SSL certificates, but that's not what I'm getting here.  It's a plain old 404, like it can't find the REST service at all.  When I try going to http://localhost/rt//REST/1.0/NoAuth/mail-gateway myself (changing the localhost to point to the RT server), it thinks for a minute, ends up at https://rt.company.com/rt/y and gives a (rather nice looking) 404 page.

Have I goofed up my apache config somehow?  If it helps, I can send that along, or /etc/aliases, or RT_SiteConfig.pm, or anything else that would help pin this down.

Thanks much!
--
Kendric Beachey


________________________________

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.


--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training



-- 
RT Training in New York, October 8th and 9th: http://bestpractical.com/training




From lstewart at iweb.com  Fri Oct  4 14:47:03 2013
From: lstewart at iweb.com (Landon Stewart)
Date: Fri, 4 Oct 2013 11:47:03 -0700
Subject: [rt-users] Back to my Dynamic template choosing Scrip problem...
In-Reply-To: <CAMOxC8t=_EJm7GHXueMYE8oj6qGWxuRnGYPUQPVifUOWuPmqJA@mail.gmail.com>
References: <CABgOHgu0hdL0KeQEZCntoZMuEYa5ftdXrKu-cqz3m7rVp1W+Ww@mail.gmail.com>
	<CAMOxC8t=_EJm7GHXueMYE8oj6qGWxuRnGYPUQPVifUOWuPmqJA@mail.gmail.com>
Message-ID: <CABgOHgvFA5pdLOgdMBcr7bRje27u7+haa6dTsYuL+f2nbeqVdg@mail.gmail.com>

Hi Ruslan,

Firstly, thank you!  This worked remarkably well.  I customized things a
little to have it not be used unless it's the right type of notification
etc but otherwise it was pretty much right on and works well.  My Scrips
are all now deleted and there's just one in there now for this purpose and
the template is properly selected based on the criteria used to make the
$name variable.

I have one question however?  What is the reason for the foreach loop in
this code you provided.





On 3 October 2013 04:27, Ruslan Zakirov <ruz at bestpractical.com> wrote:

> Hi,
>
> You can do this by inserting custom TemplateObj method into
> RT/Action/SendMail.pm
>
> It should be like this:
> 1) behave like original method, so copy it from lib/RT/Action.pm
> 2) change template on call when Ticket and Txn are available
> 3) mark that change was done
>
> For example:
>
> sub TemplateObj {
>     my $self = shift;
>     return $self->{TemplateObj} if !$self->{TemplateObj}
>         || $self->{our_custom_code_has_made_the_change};
>
>     my $ticket = $self->TicketObj;
>     return $self->{TemplateObj} unless $ticket;
>
>     my $orig_name = $self->{TemplateObj}->Name;
>
>     my $lang = $ticket->FirstCustomFieldValue('Language');
>     my $case_type = $ticket->FirstCustomFieldValue('Category');
>     foreach my $name ("$orig_name $case_type $lang", "$orig_name
> $case_type $lang") {
>          my $tmp = RT::Template->new( $self->CurrentUser );
>          $tmp->Load( $name ); # queue should be here and fallback to
> global!
>          unless ($tmp->id) {
>              RT->Logger->debug("No custom template $name");
>          } else {
>              $self->{TemplateObj} = $tmp;
>          }
>     }
>     $self->{our_custom_code_has_made_the_change} = 1;
>     return $self->{TemplateObj};
> }
>
>
> Note that the code is not tested in any way, just typed it in mail client.
>
>
> On Thu, Oct 3, 2013 at 12:59 AM, Landon Stewart <lstewart at iweb.com> wrote:
>
>> Hello,
>>
>> This is not an easy issue to work out - I'm sorry for repeating this
>> question but last time I answered myself and then realized the answer
>> wasn't going to work out.  Anyway here goes...
>>
>> I have a CF called "Classification" where we classify a ticket based on a
>> scoring system for keywords in fields like From:, Subject: and Content of
>> an incoming email report.  The incident report might be classified as one
>> of "Phishing", "Open Recursive DNS" or "Malware" etc.  There are currently
>> 12 different classifications and more may need to be added.  When opening
>> an Investigation for an issue the CF "Classification" is used to determine
>> the template to send to the client containing some helpful information and
>> what is required of them.
>>
>> Not only are we dealing with multiple templates but also each one has its
>> own language.  English, French and Spanish.  It is very cumbersome to have
>> 3 Scrips for each classification.
>>
>> *Below is 1 example for the "Open Recursive DNS" classification in all
>> three languages and how it is dealt with currently:*
>>
>> *Desc:* On Create Customer Open Recursive DNS English
>> *Condition:* User Defined
>> *Action:* Autoreply To Requestor
>> *Template:* Open Recursive DNS (en)
>> *Stage:* TransactionCreate
>> *Custom Condition:*
>> my $trans = $self->TransactionObj;
>> my $ticket = $self->TicketObj;
>> return 0 unless $trans->Type eq "Create";
>> return 0 unless $ticket->FirstCustomFieldValue('Classification') eq "Open
>> Recursive DNS";
>> ## If English or no language choose English below...
>> if ($ticket->FirstCustomFieldValue('PreferredLanguage') eq 'English' ||
>> $ticket->FirstCustomFieldValue('PreferredLanguage') eq "") {
>>
>>     return 1;
>> }
>>
>> *Desc:* On Create Customer Open Recursive DNS French
>> *Condition:* User Defined
>> *Action:* Autoreply To Requestor
>> *Template:* Open Recursive DNS (fr)
>> *Stage:* TransactionCreate
>> *Custom Condition:*
>> my $trans = $self->TransactionObj;
>> my $ticket = $self->TicketObj;
>> return 0 unless $trans->Type eq "Create";
>> return 0 unless $ticket->FirstCustomFieldValue('Classification') eq "Open
>> Recursive DNS";
>> if ($ticket->FirstCustomFieldValue('PreferredLanguage') eq 'French') {
>>     return 1;
>> }
>>
>> *Desc:* On Create Customer Open Recursive DNS Spanish
>> *Condition:* User Defined
>> *Action:* Autoreply To Requestor
>> *Template:* Open Recursive DNS (es)
>> *Stage:* TransactionCreate
>> *Custom Condition:*
>> my $trans = $self->TransactionObj;
>> my $ticket = $self->TicketObj;
>> return 0 unless $trans->Type eq "Create";
>> return 0 unless $ticket->FirstCustomFieldValue('Classification') eq "Open
>> Recursive DNS";
>> if ($ticket->FirstCustomFieldValue('PreferredLanguage') eq 'Spanish') {
>>     return 1;
>> }
>>
>> "OK!?  So what's the problem?" you might ask?
>>
>> Can anyone tell me how to roll this into one Scrip without making the
>> templates themselves a mess of spaghetti code?
>>
>> *Pseudo code might be:*
>> *Desc:* On Create Customer Open Recursive DNS
>> *Condition:* User Defined
>> *Action:* Autoreply To Requestor
>> *Template:* Global template: Blank
>> *Stage:* TransactionCreate
>> *Fake Code Custom Condition:*
>> my $trans = $self->TransactionObj;
>> my $ticket = $self->TicketObj;
>> return 0 unless $trans->Type eq "Create";
>> my $class = $self->FirstCustomFieldValue('Classification');
>> my $lang = $ticket->FirstCustomFieldValue('PreferredLanguage');
>> my $template = $class." (".$lang.")";
>>       ## Eg: Open Recursive DNS (French)
>> if (SetTheTemplateTo($template)) {
>>   return 1;
>> }
>> return 0;
>>
>> I know SetTheTemplateTo() is not a real function? But that's what I want
>> to work out how to do.  Basically override or supplement the template set
>> on the Scrip form.
>>
>>
>> --
>> 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
>>
>>
>>
>>
>> --
>> RT Training in New York, October 8th and 9th:
>> http://bestpractical.com/training
>>
>
>
>
> --
> Best regards, Ruslan.
>



-- 
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 mrcpu at lilpantry.com  Fri Oct  4 16:47:14 2013
From: mrcpu at lilpantry.com (Jaye Mathisen)
Date: Fri, 04 Oct 2013 13:47:14 -0700
Subject: [rt-users] Forms for Ticket Creation?
Message-ID: <524F2952.3030708@lilpantry.com>


Anybody seen anything that allows you to create a custom Form for Ticket 
Creation?

For example, I have a master queue that I just want to create a ticket 
that says "Blah", so I want to enforce that it's just a text string, not 
too long, etc, and then creation of that ticket will spawn the creation 
of the various linked tickets that are required because of their 
relationship to Blah.

For example, say I have a queue HR::NewHire, so adding a ticket to 
HR::NewHire spawns tickets to IT to create accounts, Maintenance to get 
him/her keys, Payroll to collect W4's, I-9's,  etc.  All nicely linked 
together in the depends on/depended on by relationships, etc...

Right now I do it out of a Perl script/CGI but it's in a separate area 
of the server, and I would like to integrate it directly into the RT on 
a per queue basis.

I thought about using CF's, but I'll get people typing in the body and 
such, and I still have to validate the content of the CF...

Any thoughts?


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

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From mathew.snyder at gmail.com  Fri Oct  4 21:02:44 2013
From: mathew.snyder at gmail.com (Mathew Snyder)
Date: Fri, 4 Oct 2013 21:02:44 -0400
Subject: [rt-users] Invalid Group Name and Domain
Message-ID: <CACg9A68-jhHFrfR4TdMz6GHjqEvcz+ms_pyf5jHkSH2XmRkZeQ@mail.gmail.com>

Just downloaded 4.2.0 and I'm trying to get an instance up and running. I
ran configure with the --enable-graphviz, --enable-gd, and --with-web-user
and --with-web-group options. make testdeps returns no missing modules.

I'm able to access the configuration interface when I run
/opt/rt4/sbin/rt-server. I step through the configuration until I get to
the initialize database step. When I continue from there I get an error
indicating Invalid Group Name and Domain and I'm given the option to
initialize the database again. The database is created the first time,
though. What Group Name and Domain is it referring to? I'm not entering any
odd characters in the domain name (just a hyphen and the dot delimiters)
and there is no group asked for during the configuration steps.


-Mathew

"When you do things right, people won't be sure you've done anything at
all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither
am I." - Me
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From alexmv at bestpractical.com  Sat Oct  5 00:13:52 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Sat, 05 Oct 2013 00:13:52 -0400
Subject: [rt-users] Invalid Group Name and Domain
In-Reply-To: <CACg9A68-jhHFrfR4TdMz6GHjqEvcz+ms_pyf5jHkSH2XmRkZeQ@mail.gmail.com>
References: <CACg9A68-jhHFrfR4TdMz6GHjqEvcz+ms_pyf5jHkSH2XmRkZeQ@mail.gmail.com>
Message-ID: <1380946432.15273.41.camel@umgah.localdomain>

On Fri, 2013-10-04 at 21:02 -0400, Mathew Snyder wrote:

> I'm able to access the configuration interface when I
> run /opt/rt4/sbin/rt-server. I step through the configuration until I
> get to the initialize database step. When I continue from there I get
> an error indicating Invalid Group Name and Domain and I'm given the
> option to initialize the database again.

This is a bug in the web-based installer; we have a fix that will be
included in 4.2.1.  Until then, you'll need to follow the instructions
in README for setting RT up by hand.

Alternately, you can apply the patch at
https://github.com/bestpractical/rt/commit/b4517c1.patch and verify that
it solves the problem.  You'll need to drop the database before
re-running the web-based installer.

 - Alex




From jdg117 at elvis.arl.psu.edu  Sat Oct  5 16:08:57 2013
From: jdg117 at elvis.arl.psu.edu (John D Groenveld)
Date: Sat, 05 Oct 2013 16:08:57 -0400
Subject: [rt-users] 4.2.0 diffs for Oracle 10gR2
Message-ID: <201310052008.r95K8vST005515@elvis.arl.psu.edu>

Below are some small diffs.

BTW my SQL is rusty but why are you converting scrips.template
to a string when its a reference to templates.id?
John
groenveld at acm.org

--- etc/upgrade/4.1.1/schema.Oracle     Sat Oct  5 15:05:15 2013
***************
*** 11,17 ****
          LastUpdatedBy   NUMBER(11,0) DEFAULT 0 NOT NULL,
          LastUpdated     DATE
  );
! ALTER TABLE Scrips ADD COLUMN Disabled int2 NOT NULL DEFAULT 0;

  INSERT INTO ObjectScrips(
      id, Scrip, Stage, ObjectId,
--- 11,17 ----
          LastUpdatedBy   NUMBER(11,0) DEFAULT 0 NOT NULL,
          LastUpdated     DATE
  );
! ALTER TABLE Scrips ADD ( Disabled NUMBER(11,0) DEFAULT 0 NOT NULL );

  INSERT INTO ObjectScrips(
      id, Scrip, Stage, ObjectId,


--- etc/upgrade/4.1.5/schema.Oracle     Sat Oct  5 15:49:16 2013
***************
*** 1,5 ****
  # Template column
  ALTER TABLE Scrips RENAME COLUMN Template TO TemplateOld;
! ALTER TABLE Scrips ADD COLUMN Template VARCHAR2(200) NOT NULL;
! UPDATE TABLE Scrips SET Template = CAST(TemplateOld AS varchar2);
  ALTER TABLE Scrips DROP COLUMN TemplateOld;
--- 1,6 ----
  # Template column
  ALTER TABLE Scrips RENAME COLUMN Template TO TemplateOld;
! ALTER TABLE Scrips ADD ( Template VARCHAR2(200) );
! UPDATE Scrips SET Template = CAST(TemplateOld AS varchar2(200));
! ALTER TABLE Scrips MODIFY ( Template VARCHAR2(200) NOT NULL );
  ALTER TABLE Scrips DROP COLUMN TemplateOld;


--- etc/upgrade/4.1.22/schema.Oracle    Sat Oct  5 15:34:26 2013
***************
*** 1 ****
! ALTER TABLE Users ADD COLUMN SMIMECertificate CLOB;
--- 1 ----
! ALTER TABLE Users ADD ( SMIMECertificate CLOB );




From jdg117 at elvis.arl.psu.edu  Sat Oct  5 16:17:48 2013
From: jdg117 at elvis.arl.psu.edu (John D Groenveld)
Date: Sat, 05 Oct 2013 16:17:48 -0400
Subject: [rt-users] RT 4.2 warnings on upgrade from 4.0.16
Message-ID: <201310052017.r95KHmKV006206@elvis.arl.psu.edu>

Below is my screenlog from upgrade-database.

The Oracle CREATE INDEX's are possibly worth the effort to DROP and
then CREATE, but the failed calls to RT's API are worrisome.

John
groenveld at acm.org

# 4.0.16

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.
Now inserting data.
Processing 4.1.4
Now populating database schema.
Now inserting data.
[4562] [Sat Oct  5 19:59:21 2013] [error]: Can't load role group AdminCc: Couldn't find row (./etc/upgrade/4.1.4/content:18)
[4562] [Sat Oct  5 19:59:21 2013] [error]: Can't load role group Cc: Couldn't find row (./etc/upgrade/4.1.4/content:18)
[4562] [Sat Oct  5 19:59:21 2013] [error]: Can't load role group Owner: Couldn't find row (./etc/upgrade/4.1.4/content:18)
[4562] [Sat Oct  5 19:59:21 2013] [error]: Can't load role group Requestor: Couldn't find row (./etc/upgrade/4.1.4/content:18)
Processing 4.1.5
Now populating database schema.
Now inserting data.
Processing 4.1.6
Now inserting data.
Processing 4.1.7
Now populating database schema.
Processing 4.1.8
Now populating database schema.
Processing 4.1.9
Now inserting data.
Processing 4.1.10
Now populating database schema.
Processing 4.1.11
Now populating database schema.
Processing 4.1.12
Now inserting data.
[4562] [Sat Oct  5 19:59:51 2013] [warning]: Use of uninitialized value in concatenation (.) or string at /tmp/rt-4.2.0/sbin/../lib/RT/Handle.pm line 1052, <> line 7. (/tmp/rt-4.2.0/sbin/../lib/RT/Handle.pm:1052)
[4562] [Sat Oct  5 19:59:51 2013] [warning]: Use of uninitialized value in concatenation (.) or string at /tmp/rt-4.2.0/sbin/../lib/RT/Handle.pm line 1052, <> line 7. (/tmp/rt-4.2.0/sbin/../lib/RT/Handle.pm:1052)
[4562] [Sat Oct  5 19:59:51 2013] [error]: Unable to load Group: GroupDomain => SystemInternal, GroupId => , Queue =>  (/tmp/rt-4.2.0/sbin/../lib/RT/Handle.pm:1052)
Processing 4.1.13
Now populating database schema.
Processing 4.1.14
Now populating database schema.
Processing 4.1.15
Now inserting data.
Processing 4.1.16
Now inserting data.
Processing 4.1.17
Now inserting data.
Processing 4.1.18
Now inserting data.
Processing 4.1.19
Now populating database schema.
Processing 4.1.20
Now inserting data.
Processing 4.1.21
Now inserting data.
Processing 4.1.22
Now populating database schema.
Now inserting data.
[4562] [Sat Oct  5 20:00:53 2013] [info]: Going to delete all SMIMEKeyNotAfter attributes (./etc/upgrade/4.1.22/content:61)
Processing 4.1.23
Now inserting database indexes.
[4562] [Sat Oct  5 20:00:54 2013] [warning]: Failed to create index (Domain, Type, Instance) on Groups (sql: CREATE INDEX groups1 ON Groups(LOWER(Domain), LOWER(Type), Instance)): ORA-00955: name is already used by an existing object (DBD ERROR: error possibly near <*> indicator at char 13 in 'CREATE INDEX <*>groups1 ON Groups(LOWER(Domain), LOWER(Type), Instance)') (etc/upgrade/4.1.23/indexes:20)
[4562] [Sat Oct  5 20:00:54 2013] [warning]: Failed to create index (Domain, Name, Instance) on Groups (sql: CREATE INDEX groups1 ON Groups(LOWER(Domain), LOWER(Name), Instance)): ORA-00955: name is already used by an existing object (DBD ERROR: error possibly near <*> indicator at char 13 in 'CREATE INDEX <*>groups1 ON Groups(LOWER(Domain), LOWER(Name), Instance)') (etc/upgrade/4.1.23/indexes:28)
[4562] [Sat Oct  5 20:00:54 2013] [warning]: Failed to create index (Instance) on Groups (sql: CREATE INDEX groups1 ON Groups(Instance)): ORA-00955: name is already used by an existing object (DBD ERROR: error possibly near <*> indicator at char 13 in 'CREATE INDEX <*>groups1 ON Groups(Instance)') (etc/upgrade/4.1.23/indexes:35)
[4562] [Sat Oct  5 20:00:54 2013] [warning]: Failed to create unique index (Name) on Queues (sql: CREATE UNIQUE INDEX queues1 ON Queues(LOWER(Name))): ORA-00955: name is already used by an existing object (DBD ERROR: error possibly near <*> indicator at char 20 in 'CREATE UNIQUE INDEX <*>queues1 ON Queues(LOWER(Name))') (etc/upgrade/4.1.23/indexes:124)
[4562] [Sat Oct  5 20:00:54 2013] [warning]: Failed to create unique index (Name) on Users (sql: CREATE UNIQUE INDEX users1 ON Users(LOWER(Name))): ORA-01408: such column list already indexed (DBD ERROR: error possibly near <*> indicator at char 36 in 'CREATE UNIQUE INDEX users1 ON Users(<*>LOWER(Name))') (etc/upgrade/4.1.23/indexes:124)
[4562] [Sat Oct  5 20:00:54 2013] [warning]: Failed to create index (MemberId, ImmediateParentId) on CachedGroupMembers (sql: CREATE INDEX cachedgroupmembers1 ON CachedGroupMembers(MemberId, ImmediateParentId)): ORA-01408: such column list already indexed (DBD ERROR: error possibly near <*> indicator at char 55 in 'CREATE INDEX cachedgroupmembers1 ON CachedGroupMembers(<*>MemberId, ImmediateParentId)') (/tmp/rt-4.2.0/sbin/../lib/RT/Handle.pm:1596)
[4562] [Sat Oct  5 20:00:54 2013] [warning]: Failed to create index (GroupId, MemberId, Disabled) on CachedGroupMembers (sql: CREATE INDEX cachedgroupmembers1 ON CachedGroupMembers(GroupId, MemberId, Disabled)): ORA-00955: name is already used by an existing object (DBD ERROR: error possibly near <*> indicator at char 13 in 'CREATE INDEX <*>cachedgroupmembers1 ON CachedGroupMembers(GroupId, MemberId, Disabled)') (/tmp/rt-4.2.0/sbin/../lib/RT/Handle.pm:1596)
Done.
# 


From mathew.snyder at gmail.com  Sat Oct  5 16:59:22 2013
From: mathew.snyder at gmail.com (Mathew Snyder)
Date: Sat, 5 Oct 2013 16:59:22 -0400
Subject: [rt-users] Invalid Group Name and Domain
In-Reply-To: <1380946432.15273.41.camel@umgah.localdomain>
References: <CACg9A68-jhHFrfR4TdMz6GHjqEvcz+ms_pyf5jHkSH2XmRkZeQ@mail.gmail.com>
	<1380946432.15273.41.camel@umgah.localdomain>
Message-ID: <CACg9A6-5boXi15oYnk07Ya0_m2TMiFiDcMjuxv210xVwOsbURA@mail.gmail.com>

Applied the patch. All is good. Thanks!

-Mathew

"When you do things right, people won't be sure you've done anything at
all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither
am I." - Me


On Sat, Oct 5, 2013 at 12:13 AM, Alex Vandiver <alexmv at bestpractical.com>wrote:

> On Fri, 2013-10-04 at 21:02 -0400, Mathew Snyder wrote:
>
> > I'm able to access the configuration interface when I
> > run /opt/rt4/sbin/rt-server. I step through the configuration until I
> > get to the initialize database step. When I continue from there I get
> > an error indicating Invalid Group Name and Domain and I'm given the
> > option to initialize the database again.
>
> This is a bug in the web-based installer; we have a fix that will be
> included in 4.2.1.  Until then, you'll need to follow the instructions
> in README for setting RT up by hand.
>
> Alternately, you can apply the patch at
> https://github.com/bestpractical/rt/commit/b4517c1.patch and verify that
> it solves the problem.  You'll need to drop the database before
> re-running the web-based installer.
>
>  - Alex
>
>
>
> --
> RT Training in New York, October 8th and 9th:
> http://bestpractical.com/training
>
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From l.zawada at finat.pl  Mon Oct  7 05:48:23 2013
From: l.zawada at finat.pl (=?iso-8859-2?Q?Zawada_=A3ukasz?=)
Date: Mon, 7 Oct 2013 09:48:23 +0000
Subject: [rt-users] deny ticket creation from web
Message-ID: <001FA52D9FC41647B8EDF1A2FFEC5EDA0BBCB2D6@fn-ex-dag2w.finat.pl>

Hello

I've rt 3.8.8
I want to deny user to create ticket from web.
They should only have access to create ticket from email

I thought that i gave create ticket to unauthorized user's and take to authorized, but it's didn't work.
This users have "let this user be granted rights"



Lukas
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From esdras at gmail.com  Mon Oct  7 06:47:58 2013
From: esdras at gmail.com (Esdras Neto)
Date: Mon, 7 Oct 2013 11:47:58 +0100
Subject: [rt-users] Download box on the RT front page
In-Reply-To: <CAF2iieagt8Mreh7JRBFLJ5XNRmAgK_SXxko65zmT7JUJrntmrw@mail.gmail.com>
References: <CAF2iieagt8Mreh7JRBFLJ5XNRmAgK_SXxko65zmT7JUJrntmrw@mail.gmail.com>
Message-ID: <CAF2iieZvk=85cfTaPQftsbAumS7PNnT2_-JfD-QXQPXA5AEW2g@mail.gmail.com>

UP. This feature will be very good to have on the system, I'm sure it won't
benefit only me.

Could be a simple file search on the specified directory for each user,
does anyone have any idea how to start it?

Thanks,
Esdras


2013/10/1 Esdras Neto <esdras at gmail.com>

> Hi guys,
>
> I'm new here and I really would love to know if someone has ever
> implemented a Box like the one "MyReminders" but with "MyDownloads" to
> enable the user to download files from his account.
>
> Can someone point me on the right direction please?
>
> Thank you very much!
> Esdras
>
> --
> http://www.borealis-aurora.com
> http://www.alvespassos.com
> Sharing things that we cannot buy.
> Mobile +353 (0)83 4005868
>



-- 
http://www.borealis-aurora.com
http://www.alvespassos.com
Sharing things that we cannot buy.
Mobile +353 (0)83 4005868
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From leahyra at gmail.com  Mon Oct  7 14:22:13 2013
From: leahyra at gmail.com (Ryan Leahy)
Date: Mon, 7 Oct 2013 14:22:13 -0400
Subject: [rt-users] Blocking certain attachment file types
Message-ID: <CAD=XHFr8rP4==LYOYA2czOMGup6rePCuUoJCK0GZuwUU_Hof6A@mail.gmail.com>

Hi,

I've been searching for a way to do this, but can't seem to figure it out.
Is there a configuration option or extension that I can use to block
certain file types from being attached to tickets?

Thanks!
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From lstewart at iweb.com  Mon Oct  7 14:52:08 2013
From: lstewart at iweb.com (Landon Stewart)
Date: Mon, 7 Oct 2013 11:52:08 -0700
Subject: [rt-users] Back to my Dynamic template choosing Scrip problem...
In-Reply-To: <CABgOHgvFA5pdLOgdMBcr7bRje27u7+haa6dTsYuL+f2nbeqVdg@mail.gmail.com>
References: <CABgOHgu0hdL0KeQEZCntoZMuEYa5ftdXrKu-cqz3m7rVp1W+Ww@mail.gmail.com>
	<CAMOxC8t=_EJm7GHXueMYE8oj6qGWxuRnGYPUQPVifUOWuPmqJA@mail.gmail.com>
	<CABgOHgvFA5pdLOgdMBcr7bRje27u7+haa6dTsYuL+f2nbeqVdg@mail.gmail.com>
Message-ID: <CABgOHgukzPD_ksOui_PjRp3uGCgk6PmGyWX4ofDFOaFsDzOaWw@mail.gmail.com>

>
> On 3 October 2013 04:27, Ruslan Zakirov <ruz at bestpractical.com> wrote:
>
>> Hi,
>>
>> You can do this by inserting custom TemplateObj method into
>> RT/Action/SendMail.pm
>>
>> It should be like this:
>> 1) behave like original method, so copy it from lib/RT/Action.pm
>> 2) change template on call when Ticket and Txn are available
>> 3) mark that change was done
>>
>> For example:
>>
>> sub TemplateObj {
>>     my $self = shift;
>>     return $self->{TemplateObj} if !$self->{TemplateObj}
>>         || $self->{our_custom_code_has_made_the_change};
>>
>>     my $ticket = $self->TicketObj;
>>     return $self->{TemplateObj} unless $ticket;
>>
>>     my $orig_name = $self->{TemplateObj}->Name;
>>
>>     my $lang = $ticket->FirstCustomFieldValue('Language');
>>     my $case_type = $ticket->FirstCustomFieldValue('Category');
>>     foreach my $name ("$orig_name $case_type $lang", "$orig_name
>> $case_type $lang") {
>>          my $tmp = RT::Template->new( $self->CurrentUser );
>>          $tmp->Load( $name ); # queue should be here and fallback to
>> global!
>>          unless ($tmp->id) {
>>              RT->Logger->debug("No custom template $name");
>>          } else {
>>              $self->{TemplateObj} = $tmp;
>>          }
>>     }
>>     $self->{our_custom_code_has_made_the_change} = 1;
>>     return $self->{TemplateObj};
>> }
>>
>> On 4 October 2013 11:47, Landon Stewart <lstewart at iweb.com> wrote:

> Hi Ruslan,
>
> Firstly, thank you!  This worked remarkably well.  I customized things a
> little to have it not be used unless it's the right type of notification
> etc but otherwise it was pretty much right on and works well.  My Scrips
> are all now deleted and there's just one in there now for this purpose and
> the template is properly selected based on the criteria used to make the
> $name variable.
>
> I have one question however?  What is the reason for the foreach loop in
> this code you provided.
>

One update to this?  I had to add a line to stop the sub from overriding if
the TransactionObj->Type is not Create

my $ticket = $self->TicketObj;
return $self->{TemplateObj} unless $ticket;
*return $self->{TemplateObj} unless $trans->Type eq "Create";*

Without this the template is overridden on correspondence as well.

-- 
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 ruz at bestpractical.com  Mon Oct  7 15:43:43 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 7 Oct 2013 23:43:43 +0400
Subject: [rt-users] Back to my Dynamic template choosing Scrip problem...
In-Reply-To: <CABgOHgukzPD_ksOui_PjRp3uGCgk6PmGyWX4ofDFOaFsDzOaWw@mail.gmail.com>
References: <CABgOHgu0hdL0KeQEZCntoZMuEYa5ftdXrKu-cqz3m7rVp1W+Ww@mail.gmail.com>
	<CAMOxC8t=_EJm7GHXueMYE8oj6qGWxuRnGYPUQPVifUOWuPmqJA@mail.gmail.com>
	<CABgOHgvFA5pdLOgdMBcr7bRje27u7+haa6dTsYuL+f2nbeqVdg@mail.gmail.com>
	<CABgOHgukzPD_ksOui_PjRp3uGCgk6PmGyWX4ofDFOaFsDzOaWw@mail.gmail.com>
Message-ID: <CAMOxC8ufHvLQVM1dyLzGQ-C7MMZpHCf3Ws-36prQ6fGcGRMovQ@mail.gmail.com>

On Mon, Oct 7, 2013 at 10:52 PM, Landon Stewart <lstewart at iweb.com> wrote:

> On 3 October 2013 04:27, Ruslan Zakirov <ruz at bestpractical.com> wrote:
>>
>>> Hi,
>>>
>>> You can do this by inserting custom TemplateObj method into
>>> RT/Action/SendMail.pm
>>>
>>> It should be like this:
>>> 1) behave like original method, so copy it from lib/RT/Action.pm
>>> 2) change template on call when Ticket and Txn are available
>>> 3) mark that change was done
>>>
>>> For example:
>>>
>>> sub TemplateObj {
>>>     my $self = shift;
>>>     return $self->{TemplateObj} if !$self->{TemplateObj}
>>>         || $self->{our_custom_code_has_made_the_change};
>>>
>>>     my $ticket = $self->TicketObj;
>>>     return $self->{TemplateObj} unless $ticket;
>>>
>>>     my $orig_name = $self->{TemplateObj}->Name;
>>>
>>>     my $lang = $ticket->FirstCustomFieldValue('Language');
>>>     my $case_type = $ticket->FirstCustomFieldValue('Category');
>>>     foreach my $name ("$orig_name $case_type $lang", "$orig_name
>>> $case_type $lang") {
>>>          my $tmp = RT::Template->new( $self->CurrentUser );
>>>          $tmp->Load( $name ); # queue should be here and fallback to
>>> global!
>>>          unless ($tmp->id) {
>>>              RT->Logger->debug("No custom template $name");
>>>          } else {
>>>              $self->{TemplateObj} = $tmp;
>>>          }
>>>     }
>>>     $self->{our_custom_code_has_made_the_change} = 1;
>>>     return $self->{TemplateObj};
>>> }
>>>
>>> On 4 October 2013 11:47, Landon Stewart <lstewart at iweb.com> wrote:
>
> Hi Ruslan,
>>
>> Firstly, thank you!  This worked remarkably well.  I customized things a
>> little to have it not be used unless it's the right type of notification
>> etc but otherwise it was pretty much right on and works well.  My Scrips
>> are all now deleted and there's just one in there now for this purpose and
>> the template is properly selected based on the criteria used to make the
>> $name variable.
>>
>> I have one question however?  What is the reason for the foreach loop in
>> this code you provided.
>>
>
Typo in my code made it less clear, it should have been:

foreach my $name ("$orig_name $case_type $lang", "$orig_name $lang" ) {
...
}

Idea is to look first for template with more detailed name, then look for
name without case type, but language specific, then fallback to default in
case all are absent.

One update to this?  I had to add a line to stop the sub from overriding if
> the TransactionObj->Type is not Create
>
> my $ticket = $self->TicketObj;
> return $self->{TemplateObj} unless $ticket;
> *return $self->{TemplateObj} unless $trans->Type eq "Create";*
>
> Without this the template is overridden on correspondence as well.
>

Without type check you can use this to customize notifications for other
txns, for example "Notify requestor on reply". I understand why you want it
only for autoreplies. Your choice.

-- 
> 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
>
>
>


-- 
Best regards, Ruslan.
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From lstewart at iweb.com  Mon Oct  7 15:48:08 2013
From: lstewart at iweb.com (Landon Stewart)
Date: Mon, 7 Oct 2013 12:48:08 -0700
Subject: [rt-users] Back to my Dynamic template choosing Scrip problem...
In-Reply-To: <CAMOxC8ufHvLQVM1dyLzGQ-C7MMZpHCf3Ws-36prQ6fGcGRMovQ@mail.gmail.com>
References: <CABgOHgu0hdL0KeQEZCntoZMuEYa5ftdXrKu-cqz3m7rVp1W+Ww@mail.gmail.com>
	<CAMOxC8t=_EJm7GHXueMYE8oj6qGWxuRnGYPUQPVifUOWuPmqJA@mail.gmail.com>
	<CABgOHgvFA5pdLOgdMBcr7bRje27u7+haa6dTsYuL+f2nbeqVdg@mail.gmail.com>
	<CABgOHgukzPD_ksOui_PjRp3uGCgk6PmGyWX4ofDFOaFsDzOaWw@mail.gmail.com>
	<CAMOxC8ufHvLQVM1dyLzGQ-C7MMZpHCf3Ws-36prQ6fGcGRMovQ@mail.gmail.com>
Message-ID: <CABgOHgu2YkpP5=H54_QWFMB+LeuKR92yqN-no6H7Hd-wCk5h9Q@mail.gmail.com>

On 7 October 2013 12:43, Ruslan Zakirov <ruz at bestpractical.com> wrote:

> Typo in my code made it less clear, it should have been:
>
> foreach my $name ("$orig_name $case_type $lang", "$orig_name $lang" ) {
> ...
> }
>
> Idea is to look first for template with more detailed name, then look for
> name without case type, but language specific, then fallback to default in
> case all are absent.
>

Oh that makes complete sense now.  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 Devin.McLean at harris.com  Mon Oct  7 16:20:52 2013
From: Devin.McLean at harris.com (McLean, Devin)
Date: Mon, 7 Oct 2013 20:20:52 +0000
Subject: [rt-users] Custom Fields Clearing After Ticket Update or Create
Message-ID: <6106C48F5657004A8707CCBF54A6CB37882BC2F9@MLBMXUS22.cs.myharris.net>

Hello,

We are having a problem where some tickets custom fields are being cleared after being updated. At first, we thought it was only when someone tried to create a ticket with an attachment, but it has also been happening when someone makes a change to a ticket that has already been created with custom fields that were already there. Has anyone else seen this issue?



Best Regards,


Devin

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From lenjaffe at jaffesystems.com  Mon Oct  7 16:26:05 2013
From: lenjaffe at jaffesystems.com (Len Jaffe)
Date: Mon, 7 Oct 2013 16:26:05 -0400
Subject: [rt-users] Upgrade to 4.2 fail
In-Reply-To: <CAO_bo74E1PJFBY9FyZhWoD2pzVqeji9iXiZtZu_ndsHo0r4o_Q@mail.gmail.com>
References: <CAH7EN_pxGdzq17f2zju14v6e-XVBdFv8NTzn9asHQsu2ijiXmA@mail.gmail.com>
	<1380768258.5699.2.camel@umgah.localdomain>
	<CAH7EN_pnDK7_ociQTc+Ld7fakkJdN3JyygBC1n0MWzeOnQZqnw@mail.gmail.com>
	<1380772418.5699.6.camel@umgah.localdomain>
	<CAH7EN_qHOVbhQUdh1k8V16pMNPo9vRXVnF1Nm_eP3q+=B5G+_g@mail.gmail.com>
	<CAO_bo74E1PJFBY9FyZhWoD2pzVqeji9iXiZtZu_ndsHo0r4o_Q@mail.gmail.com>
Message-ID: <CAO_bo75PY0qL=2UjBrhqp+JHgODJKpmMD2zWLCjouV3qcU53Og@mail.gmail.com>

Anything?


On Fri, Oct 4, 2013 at 10:49 AM, Len Jaffe <lenjaffe at jaffesystems.com>wrote:

> in httpd.conf ----  and this will depend on your version of apache, and
> how you've structured your configurations files.
>
> You need to load the fastcgi module
>
>     LoadModule fastcgi_module modules/mod_fastcgi.so
>
> You need to declare your fastcgi service
>
>     FastCgiServer /pathto/RT/sbin/rt-server.fcgi -processes 5
> -idle-timeout 30
>
> your settings for processes and timeout will vary according to your load
>
> Inside your virtual host definitions, tell apache how to handle fcgi
> requests
>
>      AddHandler fastcgi-script fcgi
>
>
> Tell apache how to run the RT code
>
>
> Alias /RT /pathto/RT/sbin/rt-server.fcgi/
> <Directory    /pathto/RT/sbin/*>
>   Options Indexes +ExecCGI FollowSymLinks
>   AllowOverRide None
>   Satisfy Any
>   Order allow,deny
>   Allow from all
> </Directory>
>
> and tell apache about the directory where the RT source lives
>
> Alias /RT/NoAuth/images/  /pathto/RT/share/html/NoAuth/images/
> <Directory /pathto/RT/share/html/*>
>   Options Indexes FollowSymLinks
>   AllowOverride None
>   Order allow,deny
>   Allow from all
> </Directory>
>
>
>
>
> On Fri, Oct 4, 2013 at 9:37 AM, Max McGrath <mmcgrath at carthage.edu> wrote:
>
>> Thanks!
>>
>> Tried moving to FastCgi and I now get:
>>
>> You're almost there!You haven't yet configured your webserver to run RT.
>> You appear to have installed RT's web interface correctly, but haven't yet
>> configured your web server to "run" the RT server which powers the web
>> interface. The next step is to edit your webserver's configuration file to
>> instruct it to use RT's *mod_perl* or *FastCGI* handler. If you need
>> commercial support, please contact us at sales at bestpractical.com.
>>
>> I'm definitely not a web server expert...so...any advice?
>>
>> Max
>>
>> --
>> Max McGrath
>> Network Administrator
>> Carthage College
>> 262-552-5512
>> mmcgrath at carthage.edu
>>
>>
>> On Wed, Oct 2, 2013 at 10:53 PM, Alex Vandiver <alexmv at bestpractical.com>wrote:
>>
>>> On Wed, 2013-10-02 at 21:53 -0500, Max McGrath wrote:
>>> > Nope...definitely did that step: [snp]
>>>
>>> Ah.  Then the perl that your mod_perl is linked against is not the perl
>>> that you configured RT with -- did you recompile a newer perl to meet
>>> the >= 5.10.1 dep, but not recompile mod_perl?  Deploying with mod_fcgi
>>> or mod_fastcgi is probably easier than upgrading mod_perl.
>>>  - Alex
>>>
>>>
>>>
>>
>>
>> --
>> RT Training in New York, October 8th and 9th:
>> http://bestpractical.com/training
>>
>
>
>
> --
> lenjaffe at jaffesystems.com   614-404-4214    @lenjaffe
> Software Engineer, Founder Volunteerable <http://www.volunteerable..com/>,
> 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.
>
>


-- 
lenjaffe at jaffesystems.com   614-404-4214    @lenjaffe
Software Engineer, Founder Volunteerable <http://www.volunteerable..com/>,
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 mathew.snyder at gmail.com  Mon Oct  7 17:00:10 2013
From: mathew.snyder at gmail.com (Mathew Snyder)
Date: Mon, 7 Oct 2013 17:00:10 -0400
Subject: [rt-users] Tracking down internal server error
Message-ID: <CACg9A6_OOxfiY+_6xMrCuxEtow1MUSkyJwCDhqdS+NaBiccfMQ@mail.gmail.com>

I just installed 4.2. I made it through the configuration UI and have
everything installed. I can't get it to run, though. It is throwing the
Internal Server Error at me and I am in need of assistance in resolving the
problem I'm encountering:

httpd/ssl_error_log:
[Mon Oct 07 16:52:11 2013] [warn] RSA server certificate is a CA
certificate (BasicConstraints: CA == TRUE !?)
[Mon Oct 07 16:52:11 2013] [warn] RSA server certificate CommonName (CN)
`Zen-RT' does NOT match server name!?
[Mon Oct 07 16:52:11 2013] [warn] RSA server certificate is a CA
certificate (BasicConstraints: CA == TRUE !?)
[Mon Oct 07 16:52:11 2013] [warn] RSA server certificate CommonName (CN)
`Zen-RT' does NOT match server name!?
[Mon Oct 07 16:52:21 2013] [error] [client 192.168.236.140] STDIN is not a
socket, and no --listen, --socket, or --port provided
[Mon Oct 07 16:52:21 2013] [error] [client 192.168.236.140] Premature end
of script headers: rt-server.fcgi

There is the obvious issue of the SSL cert not matching the server name. I
don't even remember setting up an SSL cert so I'm not sure how to go about
fixing that.

The second is the premature end of script headers. This is a result of my
attempt to connect to the interface. I don't know what this is or how to
resolve it.

Any ideas?


-Mathew

"When you do things right, people won't be sure you've done anything at
all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither
am I." - Me
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From jessed at medadmin.arizona.edu  Mon Oct  7 18:02:57 2013
From: jessed at medadmin.arizona.edu (Jesse Davidson)
Date: Mon, 7 Oct 2013 22:02:57 +0000
Subject: [rt-users] Skipping Scrip because it didn't Prepare
Message-ID: <67AE3EDD5871734FBB31C48D27479B2003245F@MAILBOX5.medadmin.arizona.edu>

Hello everyone,
I am new to this list and am hoping I can find assistance (as well as offer my own assistance to other RT users in the future.)

I am experiencing in issue in which certain scrips have stopped functioning. I have scoured Google as well as the archive for this mailing list, and have not been able to find an answer. Here's what's going on:

I have a scrip (#15) with the following settings:
Description: On Correspond Notify Requestors
Condition: On Correspond
                Action: Notify Requestors
                Template: Global template: Correspondence
                Stage: TransactionCreate

                User- Defined fields are left blank.

Up until recently, this has worked fine, and any time a reply was made to a ticket, the web interface would note in the ticket history that an outgoing e-mail was recorded. Now, the web interface says nothing below the reply and no e-mail is sent to the requestors. Other e-mail traffic (such as when a ticket is created) functions perfectly. I have debugging enabled, and for each ticket reply I see this in the log:

                [Mon Oct  7 20:21:15 2013] [debug]: Skipping Scrip #15 because it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:237)

I am unclear exactly what "it didn't Prepare" is supposed to mean, when I am using a predefined condition and action. The only thing that has changed recently is that I created a separate scrip to notify a ticket owner when a comment is made to a ticket. I have since deleted both scrips and recreated the one described above, to no avail. I have not modified any other pre-existing scrips.

Thank you for any assistance or insight you may provide!

-Jesse Davidson
IT Support Analyst, Senior
College of Medicine ITS
University of Arizona
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From falcone at bestpractical.com  Mon Oct  7 11:00:04 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 7 Oct 2013 11:00:04 -0400
Subject: [rt-users] Global HTML <head>
In-Reply-To: <1380717845.32596.YahooMailNeo@web122506.mail.ne1.yahoo.com>
References: <1380717845.32596.YahooMailNeo@web122506.mail.ne1.yahoo.com>
Message-ID: <20131007150004.GC1751@jibsheet.com>

On Wed, Oct 02, 2013 at 05:44:05AM -0700, Duane Winner wrote:
> How do I add a custom global HTML header metadata for all RT content?
> 
> One of our customers does content filtering and does not permit access if we do not have meta info on all of our HTML; I need to get something like this on all RT generated pages:
> 
> ? ?<meta name="Keywords" content="RT, project, tasks, tickets, project management, request tracker, RT, trouble ticket"> 
> ? ?<meta name="Description" content="Support?system">
> 
> I know this must be a simple and common RT configuration, but I am not finding how to do this anywhere in the docs or in searches.
> 
> Do I edit a file in /usr/share/request-tracker4/html ? Or something else?

There's a callback called 'Head' in Elements/Header which you can use
to do what you want.  Read more about using callbacks on the wiki.

-kevin
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From falcone at bestpractical.com  Mon Oct  7 10:59:21 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 7 Oct 2013 10:59:21 -0400
Subject: [rt-users] Customer web access - two servers, one database?
In-Reply-To: <0CE56AE307C0BC4B950BF05F3759DF43044F78@MailStore2010.ogp.qvii.com>
References: <0CE56AE307C0BC4B950BF05F3759DF43044F78@MailStore2010.ogp.qvii.com>
Message-ID: <20131007145921.GB1751@jibsheet.com>

On Mon, Sep 30, 2013 at 01:58:23PM +0000, Cena, Stephen (ext. 300) wrote:
>    We've been running RT now for our Service Dept for  a few months now with incredible success.
>    At the present time, we have out customers email a specific email address & those emails get
>    converted into tickets. We are now looking to improve functionality/speed for the customer. I
>    see two options:
> 
>    1. Convert the general email being used into a Queue (say "Incoming") and then the employees
>    simply assign the tickets as needed.
>    2. Install the stripped down Public Bug Tracker
>    ([1]http://search.cpan.org/dist/RT-BugTracker-Public/lib/RT/BugTracker/Public.pm) or something
>    similar, to facilitate customers logging into the system.
> 
>    In regards to #2, if I were to go that route, is it safe to set up a second "public" RT server
>    that ties into the same database? Or should I just have a single server set up for both to
>    access in whatever manner I see fit?
> 
>    Right now, the fastest simplest option I see is #1. I just need to get the Spam tracking
>    turned on.

For #2, I suspect you want to use RT's built-in SelfService interface
which is available to Unprivileged users.

You can safely run two webservers running the same RT code against the
same database (plenty of people do it for scaling and load balancing)
just be sure that sessions are in the database.

-kevin
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From falcone at bestpractical.com  Mon Oct  7 11:17:51 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 7 Oct 2013 11:17:51 -0400
Subject: [rt-users] deny ticket creation from web
In-Reply-To: <001FA52D9FC41647B8EDF1A2FFEC5EDA0BBCB2D6@fn-ex-dag2w.finat.pl>
References: <001FA52D9FC41647B8EDF1A2FFEC5EDA0BBCB2D6@fn-ex-dag2w.finat.pl>
Message-ID: <20131007151751.GF1751@jibsheet.com>

On Mon, Oct 07, 2013 at 09:48:23AM +0000, Zawada ?ukasz wrote:
>    I've rt 3.8.8
> 
>    I want to deny user to create ticket from web.
> 
>    They should only have access to create ticket from email
> 
>    I thought that i gave create ticket to unauthorized user's and take to authorized, but it's
>    didn't work.
> 
>    This users have "let this user be granted rights"

The CreateTicket right applies to both the web and email creation of
tickets.  You could take away SeeQueue so that the New Ticket In list
is empty, but that would prevent your Privileged users from being able
to effectively work tickets.

You may need to make code modifications to achieve what you want, but
we have an incomplete idea of what you want which makes suggesting
solutions difficult.

-kevin
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From falcone at bestpractical.com  Mon Oct  7 11:01:21 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 7 Oct 2013 11:01:21 -0400
Subject: [rt-users] REST permissions? write-only?
In-Reply-To: <CADsBMX6s0qB-YftdGZs6jTz6-quJMaDLDLcdzCWnyZLcgbgadw@mail.gmail.com>
References: <CADsBMX6s0qB-YftdGZs6jTz6-quJMaDLDLcdzCWnyZLcgbgadw@mail.gmail.com>
Message-ID: <20131007150121.GD1751@jibsheet.com>

On Wed, Oct 02, 2013 at 08:39:24PM -0500, Brian Bowles wrote:
>    Is there a way I could just globally turn off all the read capability to the REST server?
>    Basically I have data I wish to keep private and it would be a security risk if someone can
>    read tickets using REST. I believe I can fix this with permissions but I'd rather just
>    completely remove any read capability to the REST server and just use it to create new
>    tickets. A 'drop box' if you will from a web front-end. Any ideas?

The REST interface requires a username/password.  If your users have
access to the data in the web interface, they have access to it via
REST.  If you correctly limit your permissions in the web interface,
that will carry over to REST.

If you really need to lock down REST, your best bet is to block access
at the web server level from anything otehr than your drop box
creation servers.

-kevin
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From falcone at bestpractical.com  Mon Oct  7 11:09:25 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 7 Oct 2013 11:09:25 -0400
Subject: [rt-users] 4.2.0 diffs for Oracle 10gR2
In-Reply-To: <201310052008.r95K8vST005515@elvis.arl.psu.edu>
References: <201310052008.r95K8vST005515@elvis.arl.psu.edu>
Message-ID: <20131007150925.GE1751@jibsheet.com>

On Sat, Oct 05, 2013 at 04:08:57PM -0400, John D Groenveld wrote:
> Below are some small diffs.

Are these diffs because you encountered errors or because it's cleaner
oracle syntax?

If they are to fix errors, please send them as unified diffs (diff -u)
along with the errors you see to the bug tracker:
http://www.bestpractical.com/rt/issues.html

> BTW my SQL is rusty but why are you converting scrips.template
> to a string when its a reference to templates.id?

4.0 set scrips.template to an id.
4.2 uses scrips.template as a name.

-kevin
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From falcone at bestpractical.com  Mon Oct  7 10:58:07 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 7 Oct 2013 10:58:07 -0400
Subject: [rt-users] Prevent 'Reply' to ticket?
In-Reply-To: <52446469.9010701@itss.co.tz>
References: <52446469.9010701@itss.co.tz>
Message-ID: <20131007145807.GA1751@jibsheet.com>

On Thu, Sep 26, 2013 at 07:44:25PM +0300, Boli wrote:
> I have a queue to which I want to prevent anyone 'reply'-ing.
> 
> Despite removing all 'Reply to ticket' rights for all groups, and
> having no 'user' rights at all, it's still possible for my normal
> non-superuser account to reply to the ticket.

If your users have Modify tickets, they also implicitly have Reply to
Ticket.

-kevin
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From jdg117 at elvis.arl.psu.edu  Mon Oct  7 18:46:39 2013
From: jdg117 at elvis.arl.psu.edu (John D Groenveld)
Date: Mon, 07 Oct 2013 18:46:39 -0400
Subject: [rt-users] 4.2.0 diffs for Oracle 10gR2
In-Reply-To: Your message of "Mon, 07 Oct 2013 11:09:25 EDT."
	<20131007150925.GE1751@jibsheet.com> 
References: <201310052008.r95K8vST005515@elvis.arl.psu.edu>
	<20131007150925.GE1751@jibsheet.com> 
Message-ID: <201310072246.r97Mkdbj009158@elvis.arl.psu.edu>

In message <20131007150925.GE1751 at jibsheet.com>, Kevin Falcone writes:
>Are these diffs because you encountered errors or because it's cleaner
>oracle syntax?

They error, not warn in 10G.

John
groenveld at acm.org



From michael.obrien at globoforce.com  Tue Oct  8 07:27:39 2013
From: michael.obrien at globoforce.com (globo)
Date: Tue, 8 Oct 2013 04:27:39 -0700 (PDT)
Subject: [rt-users] User Replies to a forwarded requests and receives a new
 ticket number after replying
Message-ID: <1381231659338-55430.post@n7.nabble.com>

Hi,

I just upgraded from 4.01 to 4.0.17. 

I forward requests to an externally company and they reply to the request. 
When they replied to the forwarded request the ticket would get updated as a
comment and I use a script to update the owner of the ticket that a comment
has been added. 

But since the upgrade when a company replies to the forward ticket they get
a new ticket number. Any Ideas. 

Rt Log

[Tue Oct  8 11:19:49 2013] [debug]: Encode::Guess guessed encoding: ascii
(/opt/rt4/sbin/../lib/RT/I18N.pm:497)
[Tue Oct  8 11:19:49 2013] [debug]: Encode::Guess guessed encoding: ascii
(/opt/rt4/sbin/../lib/RT/I18N.pm:497)
[Tue Oct  8 11:19:49 2013] [debug]: Mail from user #77625
(joebloggs at gmail.com)
(/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:82)
[Tue Oct  8 11:19:49 2013] [debug]: About to think about scrips for
transaction #324567 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173)
[Tue Oct  8 11:19:49 2013] [debug]: About to think about scrips for
transaction #324568 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173)
[Tue Oct  8 11:19:49 2013] [debug]: About to think about scrips for
transaction #324569 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173)
[Tue Oct  8 11:19:49 2013] [debug]: About to think about scrips for
transaction #324570 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173)
[Tue Oct  8 11:19:49 2013] [debug]: About to think about scrips for
transaction #324571 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173)
[Tue Oct  8 11:19:49 2013] [debug]: About to prepare scrips for transaction
#324571 (/opt/rt4/sbin/../lib/RT/Transaction.pm:177)
[Tue Oct  8 11:19:49 2013] [debug]: Found 3 scrips for TransactionCreate
stage with applicable type(s) Create for txn #324571 on ticket #23010
(/opt/rt4/sbin/../lib/RT/Scrips.pm:377)
[Tue Oct  8 11:19:49 2013] [debug]: Skipping Scrip #144 because it isn't
applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229)
[Tue Oct  8 11:19:49 2013] [debug]: Skipping Scrip #145 because it isn't
applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229)
[Tue Oct  8 11:19:49 2013] [debug]: Converting 'utf-8' to 'utf-8' for
text/plain - [company.com #23010] AutoReply: Re: test email
(/opt/rt4/sbin/../lib/RT/I18N.pm:244)
[Tue Oct  8 11:19:49 2013] [debug]: About to commit scrips for transaction
#324571 (/opt/rt4/sbin/../lib/RT/Transaction.pm:200)
[Tue Oct  8 11:19:49 2013] [debug]: Committing scrip #189 on txn #324571 of
ticket #23010 (/opt/rt4/sbin/../lib/RT/Scrips.pm:182)
[Tue Oct  8 11:19:49 2013] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0x7fcb23dc4990), id 324571
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:629)
[Tue Oct  8 11:19:49 2013] [debug]: Working on mailfield To; recipients are
joebloggsobrien at gmail.com (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:645)
[Tue Oct  8 11:19:49 2013] [debug]: Subject: [company.com #23010] AutoReply:
Re: test email
From: "Helpdesk Support Queue via RT" <mycompany at company.com>
Reply-To: helpdesk at company.com
In-Reply-To:
<CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=O-d6w at mail.gmail.com>
References: <RT-Ticket-23010 at company.com>
 <201310081108.r98B8o5d014532 at helpdesk. mycompany at company.com>
 <CAOYx2GL_b7UDG8BG4TGiMtzvL9fUjvtwESJw12arUKUoTy5m=g at mail.gmail.com>
 <CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=O-d6w at mail.gmail.com>
Message-ID: <rt-4.0.17-16871-1381231189-930.23010-189-0 at company.com>
Precedence: bulk
X-RT-Loop-Prevention: company.com
RT-Ticket: company.com #23010
Managed-BY: RT 4.0.17 (http://www.bestpractical.com/rt/)
RT-Originatorjosbloggs at gmail.com
Auto-Submitted: auto-replied
To: joebloggs at gmail.com
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:652)
[Tue Oct  8 11:19:49 2013] [debug]: Got user mail preference 'Individual
messages' for user joebloggsobrien at gmail.com
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:666)
[Tue Oct  8 11:19:49 2013] [debug]: Removing deferred recipients from To:
line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:675)
[Tue Oct  8 11:19:49 2013] [debug]: Setting deferred recipients for
attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:6)
[Tue Oct  8 11:19:49 2013] [debug]: Working on mailfield Cc; recipients are 
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:645)
[Tue Oct  8 11:19:49 2013] [debug]: Subject: [mycompany.com #23010]
AutoReply: Re: test email
From: "Helpdesk Support Queue via RT" < mycompany at company.com >
Reply-To: helpdesk at company.com
In-Reply-To:
<CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=O-d6w at mail.gmail.com>
References: <RT-Ticket-23010 at company.com>
 <201310081108.r98B8o5d014532 at helpdesk.mycompany@company.com >
 <CAOYx2GL_b7UDG8BG4TGiMtzvL9fUjvtwESJw12arUKUoTy5m=g at mail.gmail.com>
 <CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=O-d6w at mail.gmail.com>
Message-ID: <rt-4.0.17-16871-1381231189-930.23010-189-0 at company.com>
Precedence: bulk
X-RT-Loop-Prevention: company.com
RT-Ticket: company.com #23010
Managed-BY: RT 4.0.17 (http://www.bestpractical.com/rt/)
RT-Originator: joebloggs at gmail.com
Auto-Submitted: auto-replied
To: joebloggs at gmail.com
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:652)
[Tue Oct  8 11:19:49 2013] [debug]: Removing deferred recipients from Cc:
line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:675)
[Tue Oct  8 11:19:49 2013] [debug]: Setting deferred recipients for
attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:6)
[Tue Oct  8 11:19:49 2013] [debug]: Working on mailfield Bcc; recipients are 
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:645)
[Tue Oct  8 11:19:49 2013] [debug]: Subject: [company.com #23010] AutoReply:
Re: test email
From: "Helpdesk Support Queue via RT" < mycompany at company.com >
Reply-To: mycompany at company.com
In-Reply-To:
<CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=O-d6w at mail.gmail.com>
References: <RT-Ticket-23010 at company.com>
 <201310081108.r98B8o5d014532@ mycompany at company.com >
 <CAOYx2GL_b7UDG8BG4TGiMtzvL9fUjvtwESJw12arUKUoTy5m=g at mail.gmail.com>
 <CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=O-d6w at mail.gmail.com>
Message-ID: <rt-4.0.17-16871-1381231189-930.23010-189-0 at company.com>
Precedence: bulk
X-RT-Loop-Prevention: company.com
RT-Ticket: company.com #23010
Managed-BY: RT 4.0.17 (http://www.bestpractical.com/rt/)
RT-Originator: mycompany at company.com
Auto-Submitted: auto-replied
To: joebloggsobrien at gmail.com
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:652)
[Tue Oct  8 11:19:49 2013] [debug]: Removing deferred recipients from Bcc:
line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:675)
[Tue Oct  8 11:19:49 2013] [debug]: Setting deferred recipients for
attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:6)
[Tue Oct  8 11:19:49 2013] [debug]: No recipients found for deferred
delivery on transaction #324571
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:697)
[Tue Oct  8 11:19:49 2013] [info]:
<rt-4.0.17-16871-1381231189-930.23010-189-0 at company.com> #23010/324571 -
Scrip 189 Creation of ticket 
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285)
[Tue Oct  8 11:19:49 2013] [info]:
<rt-4.0.17-16871-1381231189-930.23010-189-0 at company.com> sent  To:
joebloggs at gmai.com (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:316)
[Tue Oct  8 11:19:49 2013] [debug]: Converting 'utf-8' to 'utf-8' for
text/plain - [company.com #23010] AutoReply: Re: test email
(/opt/rt4/sbin/../lib/RT/I18N.pm:244)
[Tue Oct  8 11:19:49 2013] [debug]: About to think about scrips for
transaction #324572 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173)
[Tue Oct  8 11:19:49 2013] [info]: Ticket 23010 created in queue
'Helpdesk_Team' by joebloggsobrien at gmail.com
(/opt/rt4/sbin/../lib/RT/Ticket.pm:694)
[Tue Oct  8 11:19:49 2013] [debug]: Found 0 scrips for TransactionBatch
stage with applicable type(s) Create for txn #324571 on ticket #23010
(/opt/rt4/sbin/../lib/RT/Scrips.pm:377)




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Sent from the Request Tracker - User mailing list archive at Nabble.com.


From shadebe at csir.co.za  Tue Oct  8 07:54:58 2013
From: shadebe at csir.co.za (Sakhi Hadebe)
Date: Tue, 08 Oct 2013 13:54:58 +0200
Subject: [rt-users] Debian Repositories: Upgrade from 4.0.17 to 4.0.17
Message-ID: <52540EB2020000DF0009DD9C@pta-emo.csir.co.za>


Hi, 

Has anyone upgraded to 4.0.17 using the debian repositories. I am running 4.0.7 and want to upgrade to the newest release 4.0.17. 

Regards,

Sakhi Hadebe

SANReN Engineer - CSIR Meraka Institute

Tel:  +27 12 841 2308
Fax:  +27 12 841 4223
http://www.sanren.ac.za



-- 
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From michael.obrien at globoforce.com  Tue Oct  8 08:04:09 2013
From: michael.obrien at globoforce.com (globo)
Date: Tue, 8 Oct 2013 05:04:09 -0700 (PDT)
Subject: [rt-users] User Replies to a forwarded requests and receives a
 new ticket number after replying
In-Reply-To: <1381231659338-55430.post@n7.nabble.com>
References: <1381231659338-55430.post@n7.nabble.com>
Message-ID: <1381233849528-55432.post@n7.nabble.com>

Found the issue. 

The subject line was in correct in the template. 

Change the subject line in the template and to Re: [domainname.com #23014]
Subject 

Once the subject had the ticket number in the subject line everything work
again. 




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Sent from the Request Tracker - User mailing list archive at Nabble.com.


From dominic.hargreaves at it.ox.ac.uk  Tue Oct  8 08:20:54 2013
From: dominic.hargreaves at it.ox.ac.uk (Dominic Hargreaves)
Date: Tue, 8 Oct 2013 13:20:54 +0100
Subject: [rt-users] Debian Repositories: Upgrade from 4.0.17 to 4.0.17
In-Reply-To: <52540EB2020000DF0009DD9C@pta-emo.csir.co.za>
References: <52540EB2020000DF0009DD9C@pta-emo.csir.co.za>
Message-ID: <20131008122054.GB4619@squash.oucs.ox.ac.uk>

On Tue, Oct 08, 2013 at 01:54:58PM +0200, Sakhi Hadebe wrote:

> Has anyone upgraded to 4.0.17 using the debian repositories. I am running 4.0.7 and want to upgrade to the newest release 4.0.17. 

I don't have information about how many people are using it in production
yet, but I recently uploaded 4.0.17 to Debian stable backports (currently
4.0.17-1~bpo70+1). Have a look at <http://backports.debian.org/Instructions/>
for more information.

-- 
Dominic Hargreaves, Systems Development and Support Section
IT Services, University of Oxford, 13 Banbury Road, Oxford, OX2 6NN
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From martin.janicek at riomedia.cz  Tue Oct  8 10:24:15 2013
From: martin.janicek at riomedia.cz (=?iso-8859-2?Q?Martin_Jan=ED=E8ek?=)
Date: Tue, 8 Oct 2013 16:24:15 +0200
Subject: [rt-users] passing requests - change gueue or make links
Message-ID: <004701cec432$113b9750$33b2c5f0$@riomedia.cz>

How do you implement the principle of passing requests(tickets) between
departments?

Let's say we've got departments like this
1) help-desk
2) radio networks
3) network operations center

Customer contacted help-desk. Help-desk is not able to resolve this so they
need to pass this request to the radio networks department. Radio department
will change for example some frequency and in order to finish their job they
need some cooperation from the NOC department. Finally the costumer needs to
be informed by help-desk about the resolution.

In every request to a different department for this specific ticket the
options are:
1) the user will change the ticket's queue according to a desired department
2) the user will create a new ticket with queue according to a desired
department and make the link (referred to by) between this two tickets

Both options have pros and cons regarding to transparency of workflow,
implementing SLAs for diff queues, number of tickets, user friendliness,
reporting demands etc..

Just need your opinions - experiences.


thanks and regards
Martin



From sames at officescape.com  Tue Oct  8 11:30:16 2013
From: sames at officescape.com (Steve Ames)
Date: Tue, 8 Oct 2013 11:30:16 -0400
Subject: [rt-users] Skipping Scrip because it didn't Prepare
In-Reply-To: <67AE3EDD5871734FBB31C48D27479B2003245F@MAILBOX5.medadmin.arizona.edu>
References: <67AE3EDD5871734FBB31C48D27479B2003245F@MAILBOX5.medadmin.arizona.edu>
Message-ID: <8BBBACF3305DF74D9ECEA43F4D9EA076D304E17D7E@xange.eservoffice.com>

Putting a 'Me too' on this one. Used to work. Stopped at some point. Likely it hasn't worked in a very long time as looking back over tickets I see no sign of the outgoing email in the logs going back quite a ways. Could have been broke during an upgrade, perhaps during the upgrade of a Perl dependency or something else. Dunno. Do know it isn't working now and since it's a system defined type I don't think it actually requires preparation?

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse Davidson
Sent: Monday, October 07, 2013 6:03 PM
To: 'rt-users at lists.bestpractical.com'
Subject: [rt-users] Skipping Scrip because it didn't Prepare

Hello everyone,
I am new to this list and am hoping I can find assistance (as well as offer my own assistance to other RT users in the future.)

I am experiencing in issue in which certain scrips have stopped functioning. I have scoured Google as well as the archive for this mailing list, and have not been able to find an answer. Here's what's going on:

I have a scrip (#15) with the following settings:
Description: On Correspond Notify Requestors
Condition: On Correspond
                Action: Notify Requestors
                Template: Global template: Correspondence
                Stage: TransactionCreate

                User- Defined fields are left blank.

Up until recently, this has worked fine, and any time a reply was made to a ticket, the web interface would note in the ticket history that an outgoing e-mail was recorded. Now, the web interface says nothing below the reply and no e-mail is sent to the requestors. Other e-mail traffic (such as when a ticket is created) functions perfectly. I have debugging enabled, and for each ticket reply I see this in the log:

                [Mon Oct  7 20:21:15 2013] [debug]: Skipping Scrip #15 because it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:237)

I am unclear exactly what "it didn't Prepare" is supposed to mean, when I am using a predefined condition and action. The only thing that has changed recently is that I created a separate scrip to notify a ticket owner when a comment is made to a ticket. I have since deleted both scrips and recreated the one described above, to no avail. I have not modified any other pre-existing scrips.

Thank you for any assistance or insight you may provide!

-Jesse Davidson
IT Support Analyst, Senior
College of Medicine ITS
University of Arizona
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From ram0502 at gmail.com  Tue Oct  8 13:27:37 2013
From: ram0502 at gmail.com (Ram)
Date: Tue, 8 Oct 2013 10:27:37 -0700
Subject: [rt-users] Tracking down internal server error
Message-ID: <CAAipLxE0w2DfASMut=NwTbQh_KD8AuAdw00uk_Fc5A+TGEJDCQ@mail.gmail.com>

>
> From: Mathew Snyder <mathew.snyder at gmail.com>
>
> I just installed 4.2. I made it through the configuration UI and have
> everything installed. I can't get it to run, though. It is throwing the
> Internal Server Error at me and I am in need of assistance in resolving the
> problem I'm encountering:
>
> httpd/ssl_error_log:
> [Mon Oct 07 16:52:11 2013] [warn] RSA server certificate is a CA
> certificate (BasicConstraints: CA == TRUE !?)
> [Mon Oct 07 16:52:11 2013] [warn] RSA server certificate CommonName (CN)
> `Zen-RT' does NOT match server name!?
> [Mon Oct 07 16:52:11 2013] [warn] RSA server certificate is a CA
> certificate (BasicConstraints: CA == TRUE !?)
> [Mon Oct 07 16:52:11 2013] [warn] RSA server certificate CommonName (CN)
> `Zen-RT' does NOT match server name!?
> [Mon Oct 07 16:52:21 2013] [error] [client 192.168.236.140] STDIN is not a
> socket, and no --listen, --socket, or --port provided
> [Mon Oct 07 16:52:21 2013] [error] [client 192.168.236.140] Premature end
> of script headers: rt-server.fcgi
>
> There is the obvious issue of the SSL cert not matching the server name. I
> don't even remember setting up an SSL cert so I'm not sure how to go about
> fixing that.
>
> The second is the premature end of script headers. This is a result of my
> attempt to connect to the interface. I don't know what this is or how to
> resolve it.
>
>
The certificate issue makes it look like your team generated a self-signed
certificate but used a poor configuration / certificate template (I'm being
optimistic and assuming no third party CA issued you a certificate with
that extension value set).

Fix that one and then see if the second one disappears; the second issue
may be simply how the failure to setup a connection to rt-server looks in
the logs.
ram
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From alexmv at bestpractical.com  Tue Oct  8 14:26:18 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Tue, 08 Oct 2013 14:26:18 -0400
Subject: [rt-users] Skipping Scrip because it didn't Prepare
In-Reply-To: <67AE3EDD5871734FBB31C48D27479B2003245F@MAILBOX5.medadmin.arizona.edu>
References: <67AE3EDD5871734FBB31C48D27479B2003245F@MAILBOX5.medadmin.arizona.edu>
Message-ID: <1381256778.9293.4.camel@umgah.localdomain>

On Mon, 2013-10-07 at 22:02 +0000, Jesse Davidson wrote:
> Up until recently, this has worked fine, and any time a reply was made
> to a ticket, the web interface would note in the ticket history that
> an outgoing e-mail was recorded. Now, the web interface says nothing
> below the reply and no e-mail is sent to the requestors. Other e-mail
> traffic (such as when a ticket is created) functions perfectly. I have
> debugging enabled, and for each ticket reply I see this in the log:
> 
>  
> 
>                 [Mon Oct  7 20:21:15 2013] [debug]: Skipping Scrip #15
> because it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:237)

This is caused by a failure of a template to compile.  Look at the
template on scrip #15, and check that it has no compilation errors
displayed at the top.

We now have a branch that will log this category of error with a more
explicit message.
 - Alex




From holleran.kevin at gmail.com  Tue Oct  8 15:08:37 2013
From: holleran.kevin at gmail.com (Kevin Holleran)
Date: Tue, 8 Oct 2013 15:08:37 -0400
Subject: [rt-users] Dump Current Incidents to Text File
Message-ID: <CAN4UfGzM6FWtbpU_NCt7-ccbbvXVpS-ETJVRCXdATZJxKHqR1Q@mail.gmail.com>

Good afternoon,

I am hoping to have a script run on a scheduled basis and dump current
active tickets and the number of incidents closed for the current &
previous month to a text file.  The file output would look something like:

month, state, value
current, active, 4
current, closed, 10
previous, closed, 8

This file will be consumed by my visualization folks and added to dashboard
along with other metrics from other systems.  We use RT for incident
response so each of these would correlate to an open or closed incident the
Security Team is working/has worked on.

I have worked a bit with RT but not tried to pull data out of it and am a
RT novice (RT not scripting).  What is the easiest way to do this?

Thank you.

Kevin
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From bparish at cognex.com  Tue Oct  8 16:16:26 2013
From: bparish at cognex.com (Parish, Brent)
Date: Tue, 8 Oct 2013 16:16:26 -0400
Subject: [rt-users] How to get Custom Field's description which setted
 by ExternalValues subroutine
Message-ID: <6265B2EB12D194469B958F2E703D81830DE1ACE4E0@viper.pc.cognex.com>

Hi.

I'm writing a scrip.
In that scrip, I have no trouble getting the value of a custom field that the user set.
I get the value with:  $CF_Value = $self->TicketObj->FirstCustomFieldValue( 'Colors' );

But I don't know how to get the content from the Description value for that same field?
To be clear:  I want the description associated with the VALUE set in that CustomField, NOT the Description of the CustomField itself.

In other words, if MyCustomFieldName is a "Select One Value" type of CustomField, and some of the values look like this:

Name = "red"     Description = "Red is a lovely color"
Name = "blue"    Description = "Blue is nice too"

Inside the scrip I want to read that Description field.  E.g. I need to set a variable to "Blue is nice too", if the user has selected "blue" for the customfield called 'Colors'.

Many thanks!
Brent



Ruslan Zakirov<http://www.mail-archive.com/search?l=rt-users at lists.bestpractical.com&q=from:%22Ruslan+Zakirov%22> Wed, 22 May 2013 03:45:32 -0700<http://www.mail-archive.com/search?l=rt-users at lists.bestpractical.com&q=date:20130522>

Hi,



This is description of a value that is not stored along with value on the

ticket or other object value is set on. The only way is to get list of

values, find one that was set on the object and get description. External

Custom Field Values are very sensitive to methods called on collection or

record, so you have to be careful.




chrilde at gmail    May 21, 2013, 5:54 AM


Hi All,

I've got a problem with the Custom Field description issue. I created a
custom field named Contact, and when a new ticket is created, I use scrip
to add this Contact user to Requestor list.
I remember that when we set the ExternalValues with code below, we would
pass a description to RT
sub ExternalValues {
..........
..........
push @res, {
name => $element->{'cont_name'},
description => $element->{'cont_email'},
sortorder => $i++,
};
..........
}

So i want to use this "description" value to create user or add to mail
list. Can anyone tell me how to get it?

I used code as listed below, but what i got is just the Description value
of this Custom Field, NOT the description of the custom field value I
passed in config file.

my $CF = new RT::CustomField($RT::SystemUser);
$CF->LoadByName( Queue => $ticket->QueueObj->id, Name => $CFName );
$Email = $CF->Description();

Any suggestions would be help, thanks a lot.
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From shadebe at csir.co.za  Wed Oct  9 04:48:22 2013
From: shadebe at csir.co.za (Sakhi Hadebe)
Date: Wed, 09 Oct 2013 10:48:22 +0200
Subject: [rt-users] Can't access my RT
Message-ID: <52553476020000DF0009E01E@pta-emo.csir.co.za>


Hi,  

I setup the web server to run RT over SSL. Yesterday i was working fine, but now it says:  

The requested URL /rt was not found on this server. 

I really dont know what went wrong. Can you please help 
Regards,

Sakhi Hadebe

SANReN Engineer - CSIR Meraka Institute

Tel:  +27 12 841 2308
Fax:  +27 12 841 4223
http://www.sanren.ac.za



-- 
This message is subject to the CSIR's copyright terms and conditions, e-mail legal notice, and implemented Open Document Format (ODF) standard. 
The full disclaimer details can be found at http://www.csir.co.za/disclaimer.html.

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From ges at wingfoot.org  Wed Oct  9 05:09:40 2013
From: ges at wingfoot.org (Glenn Sieb)
Date: Wed, 09 Oct 2013 05:09:40 -0400
Subject: [rt-users] Can't access my RT
In-Reply-To: <52553476020000DF0009E01E@pta-emo.csir.co.za>
References: <52553476020000DF0009E01E@pta-emo.csir.co.za>
Message-ID: <52551D54.9000709@wingfoot.org>

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

On 10/9/13 4:48 AM, Sakhi Hadebe wrote:
> 
> Hi,
> 
> I setup the web server to run RT over SSL. Yesterday i was working 
> fine, but now it says:
> 
> The requested URL /rt was not found on this server.
> 
> I really dont know what went wrong. Can you please help

Is apache running?

Best,
- --G.

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Comment: Using GnuPG with Thunderbird - http://www.enigmail.net/

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From michael.obrien at globoforce.com  Wed Oct  9 06:50:54 2013
From: michael.obrien at globoforce.com (globo)
Date: Wed, 9 Oct 2013 03:50:54 -0700 (PDT)
Subject: [rt-users] Disable Comments on Resolve Tickets
Message-ID: <1381315853983-55442.post@n7.nabble.com>

Hi, 

When I resolve a request it adds a comment to the ticket. Is it possible to
disable this ? 

Anyone have a script / template  / notes on how to do this.

Any help much appreciated 




--
View this message in context: http://requesttracker.8502.n7.nabble.com/Disable-Comments-on-Resolve-Tickets-tp55442.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From marko.cupac at mimar.rs  Wed Oct  9 07:47:02 2013
From: marko.cupac at mimar.rs (Marko =?UTF-8?B?Q3VwYcSH?=)
Date: Wed, 9 Oct 2013 13:47:02 +0200
Subject: [rt-users] multiple queues visibility
Message-ID: <20131009134702.d4811d4aef8a7fae525de478@mimar.rs>

I am using rt for almost two years now for the single purpose of IT
helpdesk. I have integrated it with Active Directory by help of
RT::Authen::ExternalAuth and RT::Extension::LDAPImport, and also with
our e-mail system by help of fetchmail and rt-mailgate. Everything works
great, and I am very thankful for the great software.

Now I have the requirement to add another queue for quality department.
I have created new queue and pair of mailboxes, and set queue group
permission the same way I did for IT helpdesk queue. The problem is that
both queues are visible to staff of any of the two queues, which causes
confusion. Also, frequently used "Quick ticket creation" creates ticket
in IT helpdesk queue by default.

Is there a possibility to create multiple queues where each queue staff
would see only their queue (without even knowing there are other queues)?

Thank you in advance,

-- 
Marko Cupa?


From bbaker at copesan.com  Wed Oct  9 09:14:42 2013
From: bbaker at copesan.com (Bryon Baker)
Date: Wed, 9 Oct 2013 13:14:42 +0000
Subject: [rt-users] Adding emails to Tickets.
Message-ID: <bba71231a54a47f8bcf7b9fe233fba17@DM2PR05MB430.namprd05.prod.outlook.com>

I know that RT will append emails to tickets when the subject line contains a ticket number this is working great.  I would like to take this a step further and have RT looking in the content of the email and do the same procedure.

What do I need in a scrip to make this happen?

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 bbaker at copesan.com  Wed Oct  9 12:42:49 2013
From: bbaker at copesan.com (Bryon Baker)
Date: Wed, 9 Oct 2013 16:42:49 +0000
Subject: [rt-users] Html Message
Message-ID: <978bcf1fb3854369a5328fd613709963@DM2PR05MB430.namprd05.prod.outlook.com>

How can I get an HTML message to show up in rt formatted correctly.  See message text below.

meta http-equiv="Content-Type" content="text/html; charset=utf-8"><h1>DataPull Status Report</h1><table border="1"><tr><th>Partner</th><th>Partner</th><th>flagged LT31</th><th>flagged GT31</th><th>Suspect</th><th>LastDPDataRetrieved</th><th>CurrMoTix</th><th>CurrMo Complete</th><th>CurrMoTix W/ET</th><th>Last DG Rcvd</th><th>Integration URL</th><tr><td>Western Exterminator</td><td>1000</td><td>0</td><td>9</td><td>*</td><td>2012-11-04T11:59:56.247</td><td>0</td><td>0</td><td>0</td><td>2012-11-15T18:20:08.047</td><td>http://westerndataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Action Pest Control</td><td>36</td><td>0</td><td>0</td><td><td>2012-11-18T00:32:14.040</td><td>6</td><td>1</td><td>1</td><td>2012-11-13T12:14:06.940</td><td>http://copesanppdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Ace Exterminating Company</td><td>25</td><td>0</td><td>0</td><td><td>2012-11-18T00:33:46.330</td><td>4</td><td>2</td><td>2</td><td>2012-11-12T07:59:03.467</td><td>http://copesanppdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Groupe Cameron Inc</td><td>455</td><td>0</td><td>0</td><td><td>2012-11-18T00:57:21.880</td><td>17</td><td>3</td><td>1</td><td>2012-11-07T11:23:07.360</td><td>http://copesanppdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Hi Plains Pest Control</td><td>480</td><td>0</td><td>0</td><td><td>2012-11-18T01:23:09.153</td><td>41</td><td>1</td><td>1</td><td>2012-11-19T15:44:04.750</td><td>http://hiplainsdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Bug Doctor Pest Control</td><td>174</td><td>0</td><td>0</td><td><td>2012-11-18T02:03:05.030</td><td>31</td><td>2</td><td>2</td><td>2012-11-19T18:29:43.560</td><td>http://spraguedataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Mr Pest Control</td><td>645</td><td>0</td><td>0</td><td><td>2012-11-18T02:25:07.697</td><td>22</td><td>0</td><td>0</td><td>2012-10-31T11:32:08.720</td><td>http://spraguedataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Olson's Pest Technicians</td><td>660</td><td>0</td><td>0</td><td><td>2012-11-18T03:55:57.133</td><td>107</td><td>50</td><td>50</td><td>2012-11-14T15:17:14.207</td><td>http://plunkettsdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Advanced Pest Management</td><td>46</td><td>0</td><td>0</td><td><td>2012-11-18T04:03:36.940</td><td>44</td><td>20</td><td>20</td><td>2012-11-20T11:50:10.740</td><td>http://advanceddataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Care Pest &amp; Wildlife Ctrl</td><td>288</td><td>0</td><td>0</td><td><td>2012-11-19T08:20:04.357</td><td>42</td><td>26</td><td>24</td><td>2012-11-20T13:23:10.013</td><td>http://caredataservice.myrapidtrax.com/integrationservice.svc</td></tr><tr><td>Schendel Pest Services</td><td>825</td><td>0</td><td>0</td><td><td>2012-11-19T14:25:48.253</td><td>19</td><td>13</td><td>10</td><td>2012-11-20T10:20:00.887</td><td>http://schendeldataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Morgan Pest Control</td><td>647</td><td>0</td><td>0</td><td><td>2012-11-19T19:11:51.167</td><td>61</td><td>49</td><td>36</td><td>2012-11-19T18:23:21.327</td><td>http://spraguedataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Humboldt Termite &amp; Pest Ctl</td><td>525</td><td>0</td><td>0</td><td><td>2012-11-19T19:12:09.730</td><td>27</td><td>6</td><td>6</td><td>2012-11-19T18:26:09.103</td><td>http://spraguedataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>World Pest Control Inc</td><td>979</td><td>0</td><td>0</td><td><td>2012-11-19T20:33:44.790</td><td>68</td><td>58</td><td>54</td><td>2012-11-19T19:41:03.583</td><td>http://worldpestdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Redd Pest Solutions</td><td>767</td><td>0</td><td>0</td><td><td>2012-11-20T07:23:14.033</td><td>90</td><td>49</td><td>49</td><td>2012-11-20T17:15:10.230</td><td>http://redpestsolutiondataservice.myrapidtrax.com/integrationservice.svc</td></tr><tr><td>Cooper Pest Solutions</td><td>270</td><td>0</td><td>0</td><td><td>2012-11-20T14:45:44.433</td><td>66</td><td>29</td><td>35</td><td>2012-11-20T17:14:22.783</td><td>http://cooperpestdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Gafford Pest Control</td><td>448</td><td>0</td><td>0</td><td><td>2012-11-20T17:11:49.987</td><td>130</td><td>71</td><td>69</td><td>2012-11-20T15:50:03.157</td><td>http://gafforddataservice.myrapidtrax.com/integrationservice.svc</td></tr><tr><td>Poulins Pest Control</td><td>720</td><td>0</td><td>0</td><td><td>2012-11-20T17:16:51.190</td><td>78</td><td>14</td><td>15</td><td>2012-11-20T16:38:10.560</td><td>http://copesanppdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Rottler Pest &amp; Lawn Solutions</td><td>809</td><td>0</td><td>0</td><td><td>2012-11-20T17:33:53.817</td><td>135</td><td>90</td><td>94</td><td>2012-11-20T16:58:55.693</td><td>http://rottlerdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Complete Pest Services</td><td>255</td><td>0</td><td>0</td><td><td>2012-11-20T17:51:07.960</td><td>51</td><td>31</td><td>30</td><td>2012-11-20T17:21:00.707</td><td>http://spraguedataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Sandwich Isle Pest Solutions</td><td>814</td><td>0</td><td>0</td><td><td>2012-11-20T17:51:12.080</td><td>54</td><td>36</td><td>30</td><td>2012-11-20T17:10:13.993</td><td>http://sandwichisledataservice.myrapidtrax.com/integrationservice.svc</td></tr><tr><td>Plunkett's Pest Control</td><td>713</td><td>0</td><td>0</td><td><td>2012-11-20T17:51:39.473</td><td>2491</td><td>1859</td><td>1894</td><td>2012-11-20T17:08:28.277</td><td>http://plunkettsdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Buffalo Exterminating</td><td>177</td><td>1</td><td>0</td><td><td>2012-11-20T17:51:44.347</td><td>434</td><td>208</td><td>223</td><td>2012-11-20T19:14:23.237</td><td>http://buffalodataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Reliable Pest Control</td><td>811</td><td>0</td><td>0</td><td><td>2012-11-20T18:08:25.630</td><td>78</td><td>23</td><td>16</td><td>2012-11-20T17:23:04.800</td><td>http://copesanppdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>EnviroPest</td><td>370</td><td>0</td><td>0</td><td><td>2012-11-20T18:08:30.983</td><td>170</td><td>89</td><td>87</td><td>2012-11-20T17:18:50.597</td><td>http://enviropestdataservice.myrapidtrax.com/integrationservice.svc</td></tr><tr><td>Patton Termite &amp; Pest Ctrl</td><td>680</td><td>0</td><td>0</td><td><td>2012-11-20T18:08:35.357</td><td>159</td><td>98</td><td>104</td><td>2012-11-20T18:20:05.450</td><td>http://pattondataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>ABC Home-Cmrcl Svcs-DFW</td><td>23</td><td>1</td><td>0</td><td><td>2012-11-20T18:08:41.460</td><td>1702</td><td>919</td><td>932</td><td>2012-11-20T19:44:02.507</td><td>http://abcdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Carter Services Inc</td><td>285</td><td>0</td><td>0</td><td><td>2012-11-20T18:19:46.183</td><td>622</td><td>338</td><td>337</td><td>2012-11-20T19:32:02.907</td><td>http://Carterdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>JP McHale Pest Management</td><td>590</td><td>0</td><td>0</td><td><td>2012-11-20T18:25:50.340</td><td>412</td><td>228</td><td>234</td><td>2012-11-20T17:47:09.783</td><td>http://jpmchaledataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>J &amp; J Exterminating Co</td><td>558</td><td>0</td><td>0</td><td><td>2012-11-20T18:42:46.670</td><td>569</td><td>383</td><td>378</td><td>2012-11-20T17:59:05.067</td><td>http://jandjdataservice.myrapidtrax.com/integrationservice.svc</td></tr><tr><td>Pugliese Pest Solutions</td><td>725</td><td>0</td><td>0</td><td><td>2012-11-20T18:43:00.300</td><td>714</td><td>436</td><td>409</td><td>2012-11-20T18:05:15.057</td><td>http://pugliesedataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Dodson Bros. Exterminating</td><td>351</td><td>3</td><td>0</td><td><td>2012-11-20T18:43:05.557</td><td>3648</td><td>2586</td><td>2506</td><td>2012-11-20T19:26:03.593</td><td>http://dodsondataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Modern Pest Services</td><td>625</td><td>0</td><td>0</td><td><td>2012-11-20T18:59:23.787</td><td>981</td><td>681</td><td>667</td><td>2012-11-20T18:20:10.640</td><td>http://moderndataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Pitbull Pest Control Inc</td><td>710</td><td>0</td><td>0</td><td><td>2012-11-20T18:59:32.117</td><td>592</td><td>407</td><td>417</td><td>2012-11-20T18:32:02.007</td><td>http://pitbulldataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>J P Pest Services</td><td>589</td><td>0</td><td>0</td><td><td>2012-11-20T18:59:35.923</td><td>266</td><td>153</td><td>156</td><td>2012-11-20T18:08:04.960</td><td>http://jppestdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Knox Pest Control</td><td>561</td><td>0</td><td>0</td><td><td>2012-11-20T18:59:42.077</td><td>466</td><td>279</td><td>274</td><td>2012-11-20T18:26:06.527</td><td>http://knoxdataservice.myrapidtrax.com/integrationservice.svc</td></tr><tr><td>Wil-Kil Pest Control</td><td>962</td><td>0</td><td>0</td><td><td>2012-11-20T19:15:52.453</td><td>1895</td><td>1160</td><td>1050</td><td>2012-11-20T18:26:01.803</td><td>http://pestpacdataservice.wil-kil.com/IntegrationService.svc</td></tr><tr><td>TMC Pest Management</td><td>902</td><td>0</td><td>0</td><td><td>2012-11-20T19:15:54.177</td><td>589</td><td>409</td><td>417</td><td>2012-11-20T18:35:04.113</td><td>http://tmcdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Braman Chemical Enterprise</td><td>180</td><td>3</td><td>0</td><td><td>2012-11-20T19:16:01.880</td><td>552</td><td>379</td><td>351</td><td>2012-11-20T19:23:02.510</td><td>http://bramandataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Pest Control Technician</td><td>694</td><td>0</td><td>0</td><td><td>2012-11-20T19:16:07.193</td><td>509</td><td>245</td><td>241</td><td>2012-11-20T18:32:02.837</td><td>http://pctdataservice.myrapidtrax.com/integrationservice.svc</td></tr><tr><td>Assured Environments</td><td>95</td><td>1</td><td>0</td><td><td>2012-11-20T19:16:10.390</td><td>1665</td><td>903</td><td>915</td><td>2012-11-20T19:59:02.010</td><td>http://assureddataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Ventura Pest Control Inc</td><td>888</td><td>2</td><td>0</td><td><td>2012-11-20T19:16:12.963</td><td>1941</td><td>1089</td><td>1303</td><td>2012-11-20T19:56:02.277</td><td>http://venturadataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>McCauley Services</td><td>248</td><td>0</td><td>0</td><td><td>2012-11-20T19:16:16.190</td><td>588</td><td>362</td><td>348</td><td>2012-11-20T18:26:08.157</td><td>http://mccauleydataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Moyer Indoor/Outdoor</td><td>630</td><td>0</td><td>0</td><td><td>2012-11-20T19:32:14.407</td><td>315</td><td>234</td><td>222</td><td>2012-11-20T18:50:03.897</td><td>http://moyerdataservice.myrapidtrax.com/integrationservice.svc</td></tr><tr><td>Santiano Brothers Inc</td><td>815</td><td>0</td><td>0</td><td><td>2012-11-20T19:32:18.227</td><td>916</td><td>617</td><td>577</td><td>2012-11-20T18:41:01.800</td><td>http://santianodataservice.myrapidtrax.com/integrationservice.svc</td></tr><tr><td>Holder's Pest Solutions</td><td>513</td><td>1</td><td>0</td><td><td>2012-11-20T19:32:18.363</td><td>2074</td><td>1126</td><td>1171</td><td>2012-11-20T19:47:02.313</td><td>http://holdersdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Rose Pest Solutions</td><td>795</td><td>1</td><td>0</td><td><td>2012-11-20T19:32:19.663</td><td>4585</td><td>3204</td><td>3156</td><td>2012-11-20T19:56:07.127</td><td>http://rosedataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Arizona Exterminating Inc</td><td>87</td><td>1</td><td>0</td><td><td>2012-11-20T19:32:19.820</td><td>648</td><td>358</td><td>386</td><td>2012-11-20T19:23:01.387</td><td>http://arizonadataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Gregory Pest Solutions</td><td>452</td><td>0</td><td>0</td><td><td>2012-11-20T19:32:21.900</td><td>1340</td><td>898</td><td>875</td><td>2012-11-20T18:59:02.420</td><td>http://gregorydataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Northwest Exterminating</td><td>653</td><td>0</td><td>0</td><td><td>2012-11-20T19:32:23.643</td><td>698</td><td>433</td><td>440</td><td>2012-11-20T19:17:04.857</td><td>http://northwestextdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Viking Termite &amp; Pest Ctrl</td><td>895</td><td>0</td><td>0</td><td><td>2012-11-20T19:32:28.727</td><td>1660</td><td>1156</td><td>1250</td><td>2012-11-20T18:53:03.330</td><td>http://vikingpestdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Advanced IPM </td><td>41</td><td>13</td><td>0</td><td><td>2012-11-20T19:32:33.587</td><td>1564</td><td>1037</td><td>1104</td><td>2012-11-20T19:26:02.857</td><td>http://advancedipmdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>ABC Home-Cmrcl Svcs-Orlando</td><td>82</td><td>0</td><td>0</td><td><td>2012-11-20T19:32:34.380</td><td>356</td><td>226</td><td>239</td><td>2012-11-20T18:53:04.213</td><td>http://abchomedataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>McCall Service</td><td>588</td><td>2</td><td>0</td><td><td>2012-11-20T19:32:41.410</td><td>976</td><td>631</td><td>640</td><td>2012-11-20T19:17:16.580</td><td>http://mccalldataservice.myrapidtrax.com/integrationservice.svc</td></tr><tr><td>McCauley Brothers T &amp; P Svc</td><td>587</td><td>2</td><td>0</td><td><td>2012-11-20T19:48:32.983</td><td>1038</td><td>621</td><td>661</td><td>2012-11-20T19:17:03.390</td><td>http://mccauleybrosdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>McCloud Services</td><td>602</td><td>15</td><td>0</td><td><td>2012-11-20T19:48:33.453</td><td>6358</td><td>4108</td><td>4135</td><td>2012-11-20T19:32:03.133</td><td>http://mcclouddataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Bliss Pest Protection Services</td><td>161</td><td>0</td><td>0</td><td><td>2012-11-20T19:48:34.673</td><td>513</td><td>208</td><td>206</td><td>2012-11-20T18:59:02.480</td><td>http://blissdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>ProGuard Cmrcl Pest Solutions</td><td>967</td><td>1</td><td>0</td><td><td>2012-11-20T19:48:34.813</td><td>406</td><td>284</td><td>274</td><td>2012-11-20T19:26:03.327</td><td>http://proguarddataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Lloyd Pest Control</td><td>580</td><td>4</td><td>0</td><td><td>2012-11-20T19:48:34.953</td><td>2751</td><td>1679</td><td>1719</td><td>2012-11-20T19:56:02.147</td><td>http://lloydpestdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>American Pest</td><td>80</td><td>11</td><td>0</td><td><td>2012-11-20T19:48:37.267</td><td>1700</td><td>1154</td><td>1178</td><td>2012-11-20T19:23:02.747</td><td>http://americandataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Sprague Pest Solutions</td><td>859</td><td>28</td><td>0</td><td><td>2012-11-20T19:48:42</td><td>4705</td><td>2959</td><td>2876</td><td>2012-11-20T19:53:02.560</td><td>http://spraguedataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Havard Pest Control</td><td>475</td><td>0</td><td>0</td><td><td>2012-11-20T19:48:46.527</td><td>502</td><td>305</td><td>299</td><td>2012-11-20T19:11:04.283</td><td>http://havarddataservice.myrapidtrax.com/IntegrationService.svc</td></tr></table<http://havarddataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3c/table>>

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 bbaker at copesan.com  Wed Oct  9 12:49:43 2013
From: bbaker at copesan.com (Bryon Baker)
Date: Wed, 9 Oct 2013 16:49:43 +0000
Subject: [rt-users] Html Message
In-Reply-To: <978bcf1fb3854369a5328fd613709963@DM2PR05MB430.namprd05.prod.outlook.com>
References: <978bcf1fb3854369a5328fd613709963@DM2PR05MB430.namprd05.prod.outlook.com>
Message-ID: <a0ff5d31e8764a9a996bd3723fb9be25@DM2PR05MB430.namprd05.prod.outlook.com>

Clarification I would like RT to display the html in table form.

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"

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Wednesday, October 09, 2013 11:43 AM
To: RT Users (rt-users at lists.bestpractical.com)
Subject: [rt-users] Html Message

How can I get an HTML message to show up in rt formatted correctly.  See message text below.

meta http-equiv="Content-Type" content="text/html; charset=utf-8"><h1>DataPull Status Report</h1><table border="1"><tr><th>Partner</th><th>Partner</th><th>flagged LT31</th><th>flagged GT31</th><th>Suspect</th><th>LastDPDataRetrieved</th><th>CurrMoTix</th><th>CurrMo Complete</th><th>CurrMoTix W/ET</th><th>Last DG Rcvd</th><th>Integration URL</th><tr><td>Western Exterminator</td><td>1000</td><td>0</td><td>9</td><td>*</td><td>2012-11-04T11:59:56.247</td><td>0</td><td>0</td><td>0</td><td>2012-11-15T18:20:08.047</td><td>http://westerndataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Action<http://westerndataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eAction> Pest Control</td><td>36</td><td>0</td><td>0</td><td><td>2012-11-18T00:32:14.040</td><td>6</td><td>1</td><td>1</td><td>2012-11-13T12:14:06.940</td><td>http://copesanppdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Ace<http://copesanppdataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eAce> Exterminating Company</td><td>25</td><td>0</td><td>0</td><td><td>2012-11-18T00:33:46.330</td><td>4</td><td>2</td><td>2</td><td>2012-11-12T07:59:03.467</td><td>http://copesanppdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Groupe<http://copesanppdataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eGroupe> Cameron Inc</td><td>455</td><td>0</td><td>0</td><td><td>2012-11-18T00:57:21.880</td><td>17</td><td>3</td><td>1</td><td>2012-11-07T11:23:07.360</td><td>http://copesanppdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Hi<http://copesanppdataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eHi> Plains Pest Control</td><td>480</td><td>0</td><td>0</td><td><td>2012-11-18T01:23:09.153</td><td>41</td><td>1</td><td>1</td><td>2012-11-19T15:44:04.750</td><td>http://hiplainsdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Bug<http://hiplainsdataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eBug> Doctor Pest Control</td><td>174</td><td>0</td><td>0</td><td><td>2012-11-18T02:03:05.030</td><td>31</td><td>2</td><td>2</td><td>2012-11-19T18:29:43.560</td><td>http://spraguedataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Mr<http://spraguedataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eMr> Pest Control</td><td>645</td><td>0</td><td>0</td><td><td>2012-11-18T02:25:07.697</td><td>22</td><td>0</td><td>0</td><td>2012-10-31T11:32:08.720</td><td>http://spraguedataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Olson's<http://spraguedataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eOlson's> Pest Technicians</td><td>660</td><td>0</td><td>0</td><td><td>2012-11-18T03:55:57.133</td><td>107</td><td>50</td><td>50</td><td>2012-11-14T15:17:14.207</td><td>http://plunkettsdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Advanced<http://plunkettsdataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eAdvanced> Pest Management</td><td>46</td><td>0</td><td>0</td><td><td>2012-11-18T04:03:36.940</td><td>44</td><td>20</td><td>20</td><td>2012-11-20T11:50:10.740</td><td>http://advanceddataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Care<http://advanceddataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eCare> Pest &amp; Wildlife Ctrl</td><td>288</td><td>0</td><td>0</td><td><td>2012-11-19T08:20:04.357</td><td>42</td><td>26</td><td>24</td><td>2012-11-20T13:23:10.013</td><td>http://caredataservice.myrapidtrax.com/integrationservice.svc</td></tr><tr><td>Schendel<http://caredataservice.myrapidtrax.com/integrationservice.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eSchendel> Pest Services</td><td>825</td><td>0</td><td>0</td><td><td>2012-11-19T14:25:48.253</td><td>19</td><td>13</td><td>10</td><td>2012-11-20T10:20:00.887</td><td>http://schendeldataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Morgan<http://schendeldataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eMorgan> Pest Control</td><td>647</td><td>0</td><td>0</td><td><td>2012-11-19T19:11:51.167</td><td>61</td><td>49</td><td>36</td><td>2012-11-19T18:23:21.327</td><td>http://spraguedataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Humboldt<http://spraguedataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eHumboldt> Termite &amp; Pest Ctl</td><td>525</td><td>0</td><td>0</td><td><td>2012-11-19T19:12:09.730</td><td>27</td><td>6</td><td>6</td><td>2012-11-19T18:26:09.103</td><td>http://spraguedataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>World<http://spraguedataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eWorld> Pest Control Inc</td><td>979</td><td>0</td><td>0</td><td><td>2012-11-19T20:33:44.790</td><td>68</td><td>58</td><td>54</td><td>2012-11-19T19:41:03.583</td><td>http://worldpestdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Redd<http://worldpestdataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eRedd> Pest Solutions</td><td>767</td><td>0</td><td>0</td><td><td>2012-11-20T07:23:14.033</td><td>90</td><td>49</td><td>49</td><td>2012-11-20T17:15:10.230</td><td>http://redpestsolutiondataservice.myrapidtrax.com/integrationservice.svc</td></tr><tr><td>Cooper<http://redpestsolutiondataservice.myrapidtrax.com/integrationservice.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eCooper> Pest Solutions</td><td>270</td><td>0</td><td>0</td><td><td>2012-11-20T14:45:44.433</td><td>66</td><td>29</td><td>35</td><td>2012-11-20T17:14:22.783</td><td>http://cooperpestdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Gafford<http://cooperpestdataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eGafford> Pest Control</td><td>448</td><td>0</td><td>0</td><td><td>2012-11-20T17:11:49.987</td><td>130</td><td>71</td><td>69</td><td>2012-11-20T15:50:03.157</td><td>http://gafforddataservice.myrapidtrax.com/integrationservice.svc</td></tr><tr><td>Poulins<http://gafforddataservice.myrapidtrax.com/integrationservice.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3ePoulins> Pest Control</td><td>720</td><td>0</td><td>0</td><td><td>2012-11-20T17:16:51.190</td><td>78</td><td>14</td><td>15</td><td>2012-11-20T16:38:10.560</td><td>http://copesanppdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Rottler<http://copesanppdataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eRottler> Pest &amp; Lawn Solutions</td><td>809</td><td>0</td><td>0</td><td><td>2012-11-20T17:33:53.817</td><td>135</td><td>90</td><td>94</td><td>2012-11-20T16:58:55.693</td><td>http://rottlerdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Complete<http://rottlerdataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eComplete> Pest Services</td><td>255</td><td>0</td><td>0</td><td><td>2012-11-20T17:51:07.960</td><td>51</td><td>31</td><td>30</td><td>2012-11-20T17:21:00.707</td><td>http://spraguedataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Sandwich<http://spraguedataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eSandwich> Isle Pest Solutions</td><td>814</td><td>0</td><td>0</td><td><td>2012-11-20T17:51:12.080</td><td>54</td><td>36</td><td>30</td><td>2012-11-20T17:10:13.993</td><td>http://sandwichisledataservice.myrapidtrax.com/integrationservice.svc</td></tr><tr><td>Plunkett's<http://sandwichisledataservice.myrapidtrax.com/integrationservice.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3ePlunkett's> Pest Control</td><td>713</td><td>0</td><td>0</td><td><td>2012-11-20T17:51:39.473</td><td>2491</td><td>1859</td><td>1894</td><td>2012-11-20T17:08:28.277</td><td>http://plunkettsdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Buffalo<http://plunkettsdataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eBuffalo> Exterminating</td><td>177</td><td>1</td><td>0</td><td><td>2012-11-20T17:51:44.347</td><td>434</td><td>208</td><td>223</td><td>2012-11-20T19:14:23.237</td><td>http://buffalodataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Reliable<http://buffalodataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eReliable> Pest Control</td><td>811</td><td>0</td><td>0</td><td><td>2012-11-20T18:08:25.630</td><td>78</td><td>23</td><td>16</td><td>2012-11-20T17:23:04.800</td><td>http://copesanppdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>EnviroPest</td><td>370</td><td>0</td><td>0</td><td><td>2012-11-20T18:08:30.983</td><td>170</td><td>89</td><td>87</td><td>2012-11-20T17:18:50.597</td><td>http://enviropestdataservice.myrapidtrax.com/integrationservice.svc</td></tr><tr><td>Patton<http://copesanppdataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eEnviroPest%3c/td%3e%3ctd%3e370%3c/td%3e%3ctd%3e0%3c/td%3e%3ctd%3e0%3c/td%3e%3ctd%3e%3ctd%3e2012-11-20T18:08:30.983%3c/td%3e%3ctd%3e170%3c/td%3e%3ctd%3e89%3c/td%3e%3ctd%3e87%3c/td%3e%3ctd%3e2012-11-20T17:18:50.597%3c/td%3e%3ctd%3ehttp:/enviropestdataservice.myrapidtrax.com/integrationservice.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3ePatton> Termite &amp; Pest Ctrl</td><td>680</td><td>0</td><td>0</td><td><td>2012-11-20T18:08:35.357</td><td>159</td><td>98</td><td>104</td><td>2012-11-20T18:20:05.450</td><td>http://pattondataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>ABC<http://pattondataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eABC> Home-Cmrcl Svcs-DFW</td><td>23</td><td>1</td><td>0</td><td><td>2012-11-20T18:08:41.460</td><td>1702</td><td>919</td><td>932</td><td>2012-11-20T19:44:02.507</td><td>http://abcdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Carter<http://abcdataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eCarter> Services Inc</td><td>285</td><td>0</td><td>0</td><td><td>2012-11-20T18:19:46.183</td><td>622</td><td>338</td><td>337</td><td>2012-11-20T19:32:02.907</td><td>http://Carterdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>JP<http://Carterdataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eJP> McHale Pest Management</td><td>590</td><td>0</td><td>0</td><td><td>2012-11-20T18:25:50.340</td><td>412</td><td>228</td><td>234</td><td>2012-11-20T17:47:09.783</td><td>http://jpmchaledataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>J<http://jpmchaledataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eJ> &amp; J Exterminating Co</td><td>558</td><td>0</td><td>0</td><td><td>2012-11-20T18:42:46.670</td><td>569</td><td>383</td><td>378</td><td>2012-11-20T17:59:05.067</td><td>http://jandjdataservice.myrapidtrax.com/integrationservice.svc</td></tr><tr><td>Pugliese<http://jandjdataservice.myrapidtrax.com/integrationservice.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3ePugliese> Pest Solutions</td><td>725</td><td>0</td><td>0</td><td><td>2012-11-20T18:43:00.300</td><td>714</td><td>436</td><td>409</td><td>2012-11-20T18:05:15.057</td><td>http://pugliesedataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Dodson<http://pugliesedataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eDodson> Bros. Exterminating</td><td>351</td><td>3</td><td>0</td><td><td>2012-11-20T18:43:05.557</td><td>3648</td><td>2586</td><td>2506</td><td>2012-11-20T19:26:03.593</td><td>http://dodsondataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Modern<http://dodsondataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eModern> Pest Services</td><td>625</td><td>0</td><td>0</td><td><td>2012-11-20T18:59:23.787</td><td>981</td><td>681</td><td>667</td><td>2012-11-20T18:20:10.640</td><td>http://moderndataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Pitbull<http://moderndataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3ePitbull> Pest Control Inc</td><td>710</td><td>0</td><td>0</td><td><td>2012-11-20T18:59:32.117</td><td>592</td><td>407</td><td>417</td><td>2012-11-20T18:32:02.007</td><td>http://pitbulldataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>J<http://pitbulldataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eJ> P Pest Services</td><td>589</td><td>0</td><td>0</td><td><td>2012-11-20T18:59:35.923</td><td>266</td><td>153</td><td>156</td><td>2012-11-20T18:08:04.960</td><td>http://jppestdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Knox<http://jppestdataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eKnox> Pest Control</td><td>561</td><td>0</td><td>0</td><td><td>2012-11-20T18:59:42.077</td><td>466</td><td>279</td><td>274</td><td>2012-11-20T18:26:06.527</td><td>http://knoxdataservice.myrapidtrax.com/integrationservice.svc</td></tr><tr><td>Wil-Kil<http://knoxdataservice.myrapidtrax.com/integrationservice.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eWil-Kil> Pest Control</td><td>962</td><td>0</td><td>0</td><td><td>2012-11-20T19:15:52.453</td><td>1895</td><td>1160</td><td>1050</td><td>2012-11-20T18:26:01.803</td><td>http://pestpacdataservice.wil-kil.com/IntegrationService.svc</td></tr><tr><td>TMC<http://pestpacdataservice.wil-kil.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eTMC> Pest Management</td><td>902</td><td>0</td><td>0</td><td><td>2012-11-20T19:15:54.177</td><td>589</td><td>409</td><td>417</td><td>2012-11-20T18:35:04.113</td><td>http://tmcdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Braman<http://tmcdataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eBraman> Chemical Enterprise</td><td>180</td><td>3</td><td>0</td><td><td>2012-11-20T19:16:01.880</td><td>552</td><td>379</td><td>351</td><td>2012-11-20T19:23:02.510</td><td>http://bramandataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Pest<http://bramandataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3ePest> Control Technician</td><td>694</td><td>0</td><td>0</td><td><td>2012-11-20T19:16:07.193</td><td>509</td><td>245</td><td>241</td><td>2012-11-20T18:32:02.837</td><td>http://pctdataservice.myrapidtrax.com/integrationservice.svc</td></tr><tr><td>Assured<http://pctdataservice.myrapidtrax.com/integrationservice.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eAssured> Environments</td><td>95</td><td>1</td><td>0</td><td><td>2012-11-20T19:16:10.390</td><td>1665</td><td>903</td><td>915</td><td>2012-11-20T19:59:02.010</td><td>http://assureddataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Ventura<http://assureddataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eVentura> Pest Control Inc</td><td>888</td><td>2</td><td>0</td><td><td>2012-11-20T19:16:12.963</td><td>1941</td><td>1089</td><td>1303</td><td>2012-11-20T19:56:02.277</td><td>http://venturadataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>McCauley<http://venturadataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eMcCauley> Services</td><td>248</td><td>0</td><td>0</td><td><td>2012-11-20T19:16:16.190</td><td>588</td><td>362</td><td>348</td><td>2012-11-20T18:26:08.157</td><td>http://mccauleydataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Moyer<http://mccauleydataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eMoyer> Indoor/Outdoor</td><td>630</td><td>0</td><td>0</td><td><td>2012-11-20T19:32:14.407</td><td>315</td><td>234</td><td>222</td><td>2012-11-20T18:50:03.897</td><td>http://moyerdataservice.myrapidtrax.com/integrationservice.svc</td></tr><tr><td>Santiano<http://moyerdataservice.myrapidtrax.com/integrationservice.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eSantiano> Brothers Inc</td><td>815</td><td>0</td><td>0</td><td><td>2012-11-20T19:32:18.227</td><td>916</td><td>617</td><td>577</td><td>2012-11-20T18:41:01.800</td><td>http://santianodataservice.myrapidtrax.com/integrationservice.svc</td></tr><tr><td>Holder's<http://santianodataservice.myrapidtrax.com/integrationservice.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eHolder's> Pest Solutions</td><td>513</td><td>1</td><td>0</td><td><td>2012-11-20T19:32:18.363</td><td>2074</td><td>1126</td><td>1171</td><td>2012-11-20T19:47:02.313</td><td>http://holdersdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Rose<http://holdersdataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eRose> Pest Solutions</td><td>795</td><td>1</td><td>0</td><td><td>2012-11-20T19:32:19.663</td><td>4585</td><td>3204</td><td>3156</td><td>2012-11-20T19:56:07.127</td><td>http://rosedataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Arizona<http://rosedataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eArizona> Exterminating Inc</td><td>87</td><td>1</td><td>0</td><td><td>2012-11-20T19:32:19.820</td><td>648</td><td>358</td><td>386</td><td>2012-11-20T19:23:01.387</td><td>http://arizonadataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Gregory<http://arizonadataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eGregory> Pest Solutions</td><td>452</td><td>0</td><td>0</td><td><td>2012-11-20T19:32:21.900</td><td>1340</td><td>898</td><td>875</td><td>2012-11-20T18:59:02.420</td><td>http://gregorydataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Northwest<http://gregorydataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eNorthwest> Exterminating</td><td>653</td><td>0</td><td>0</td><td><td>2012-11-20T19:32:23.643</td><td>698</td><td>433</td><td>440</td><td>2012-11-20T19:17:04.857</td><td>http://northwestextdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Viking<http://northwestextdataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eViking> Termite &amp; Pest Ctrl</td><td>895</td><td>0</td><td>0</td><td><td>2012-11-20T19:32:28.727</td><td>1660</td><td>1156</td><td>1250</td><td>2012-11-20T18:53:03.330</td><td>http://vikingpestdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Advanced<http://vikingpestdataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eAdvanced> IPM </td><td>41</td><td>13</td><td>0</td><td><td>2012-11-20T19:32:33.587</td><td>1564</td><td>1037</td><td>1104</td><td>2012-11-20T19:26:02.857</td><td>http://advancedipmdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>ABC<http://advancedipmdataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eABC> Home-Cmrcl Svcs-Orlando</td><td>82</td><td>0</td><td>0</td><td><td>2012-11-20T19:32:34.380</td><td>356</td><td>226</td><td>239</td><td>2012-11-20T18:53:04.213</td><td>http://abchomedataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>McCall<http://abchomedataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eMcCall> Service</td><td>588</td><td>2</td><td>0</td><td><td>2012-11-20T19:32:41.410</td><td>976</td><td>631</td><td>640</td><td>2012-11-20T19:17:16.580</td><td>http://mccalldataservice.myrapidtrax.com/integrationservice.svc</td></tr><tr><td>McCauley<http://mccalldataservice.myrapidtrax.com/integrationservice.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eMcCauley> Brothers T &amp; P Svc</td><td>587</td><td>2</td><td>0</td><td><td>2012-11-20T19:48:32.983</td><td>1038</td><td>621</td><td>661</td><td>2012-11-20T19:17:03.390</td><td>http://mccauleybrosdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>McCloud<http://mccauleybrosdataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eMcCloud> Services</td><td>602</td><td>15</td><td>0</td><td><td>2012-11-20T19:48:33.453</td><td>6358</td><td>4108</td><td>4135</td><td>2012-11-20T19:32:03.133</td><td>http://mcclouddataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Bliss<http://mcclouddataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eBliss> Pest Protection Services</td><td>161</td><td>0</td><td>0</td><td><td>2012-11-20T19:48:34.673</td><td>513</td><td>208</td><td>206</td><td>2012-11-20T18:59:02.480</td><td>http://blissdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>ProGuard<http://blissdataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eProGuard> Cmrcl Pest Solutions</td><td>967</td><td>1</td><td>0</td><td><td>2012-11-20T19:48:34.813</td><td>406</td><td>284</td><td>274</td><td>2012-11-20T19:26:03.327</td><td>http://proguarddataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Lloyd<http://proguarddataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eLloyd> Pest Control</td><td>580</td><td>4</td><td>0</td><td><td>2012-11-20T19:48:34.953</td><td>2751</td><td>1679</td><td>1719</td><td>2012-11-20T19:56:02.147</td><td>http://lloydpestdataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>American<http://lloydpestdataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eAmerican> Pest</td><td>80</td><td>11</td><td>0</td><td><td>2012-11-20T19:48:37.267</td><td>1700</td><td>1154</td><td>1178</td><td>2012-11-20T19:23:02.747</td><td>http://americandataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Sprague<http://americandataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eSprague> Pest Solutions</td><td>859</td><td>28</td><td>0</td><td><td>2012-11-20T19:48:42</td><td>4705</td><td>2959</td><td>2876</td><td>2012-11-20T19:53:02.560</td><td>http://spraguedataservice.myrapidtrax.com/IntegrationService.svc</td></tr><tr><td>Havard<http://spraguedataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3ctr%3e%3ctd%3eHavard> Pest Control</td><td>475</td><td>0</td><td>0</td><td><td>2012-11-20T19:48:46.527</td><td>502</td><td>305</td><td>299</td><td>2012-11-20T19:11:04.283</td><td>http://havarddataservice.myrapidtrax.com/IntegrationService.svc</td></tr></table<http://havarddataservice.myrapidtrax.com/IntegrationService.svc%3c/td%3e%3c/tr%3e%3c/table>>

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 jessed at medadmin.arizona.edu  Wed Oct  9 13:35:54 2013
From: jessed at medadmin.arizona.edu (Jesse Davidson)
Date: Wed, 9 Oct 2013 17:35:54 +0000
Subject: [rt-users] Skipping Scrip because it didn't Prepare
In-Reply-To: <1381256778.9293.4.camel@umgah.localdomain>
References: <67AE3EDD5871734FBB31C48D27479B2003245F@MAILBOX5.medadmin.arizona.edu>
	<1381256778.9293.4.camel@umgah.localdomain>
Message-ID: <67AE3EDD5871734FBB31C48D27479B20034936@MAILBOX5.medadmin.arizona.edu>

Alex,
Thanks for your response. I checked out the template in question and sure enough, there was an erratic line that had caused the whole thing to fail. Oddly, the template editor had not reported any errors upon viewing or saving the template, and the display at top would simply confirm that the template was successfully saved despite the error.

In either case, my issue is resolved. Thank you for your quick assistance!

-Jesse Davidson
IT Support Analyst, Senior
College of Medicine ITS
University of Arizona

-----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, October 8, 2013 11:26 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Skipping Scrip because it didn't Prepare

On Mon, 2013-10-07 at 22:02 +0000, Jesse Davidson wrote:
> Up until recently, this has worked fine, and any time a reply was made 
> to a ticket, the web interface would note in the ticket history that 
> an outgoing e-mail was recorded. Now, the web interface says nothing 
> below the reply and no e-mail is sent to the requestors. Other e-mail 
> traffic (such as when a ticket is created) functions perfectly. I have 
> debugging enabled, and for each ticket reply I see this in the log:
> 
>  
> 
>                 [Mon Oct  7 20:21:15 2013] [debug]: Skipping Scrip #15 
> because it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:237)

This is caused by a failure of a template to compile.  Look at the template on scrip #15, and check that it has no compilation errors displayed at the top.

We now have a branch that will log this category of error with a more explicit message.
 - Alex



--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training


From ruz at bestpractical.com  Wed Oct  9 13:37:43 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 9 Oct 2013 21:37:43 +0400
Subject: [rt-users] Adding emails to Tickets.
In-Reply-To: <bba71231a54a47f8bcf7b9fe233fba17@DM2PR05MB430.namprd05.prod.outlook.com>
References: <bba71231a54a47f8bcf7b9fe233fba17@DM2PR05MB430.namprd05.prod.outlook.com>
Message-ID: <CAMOxC8uop1gOCxhha93EfeL7PKM8CEL9zhHVwF7MXba5CFH0BA@mail.gmail.com>

Hi,

Not a scrip. Take a look at RepliesToResolved extension [1]. You can borrow
a lot and I know for sure it will work.


On Wed, Oct 9, 2013 at 5:14 PM, Bryon Baker <bbaker at copesan.com> wrote:

>  I know that RT will append emails to tickets when the subject line
> contains a ticket number this is working great.  I would like to take this
> a step further and have RT looking in the content of the email and do the
> same procedure.****
>
> ** **
>
> What do I need in a scrip to make this happen?****
>
> ** **
>
> Thanks****
>
> Bryon Baker****
>
> Network Operations Manager****
>
> *Copesan** - Specialists in Pest Solutions*
>
> 800-267-3726  ?  262-783-6261 ext. 2296****
>
> bbaker at copesan.com <cstephan at copesan.com>****
>
> www.copesan.com****
>
> *"Servicing North America with Local Care"*****
>
> ** **
>
>
> --
> RT Training in New York, October 8th and 9th:
> http://bestpractical.com/training
>



-- 
Best regards, Ruslan.
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From bbaker at copesan.com  Wed Oct  9 14:16:40 2013
From: bbaker at copesan.com (Bryon Baker)
Date: Wed, 9 Oct 2013 18:16:40 +0000
Subject: [rt-users] Adding emails to Tickets.
In-Reply-To: <CAMOxC8uop1gOCxhha93EfeL7PKM8CEL9zhHVwF7MXba5CFH0BA@mail.gmail.com>
References: <bba71231a54a47f8bcf7b9fe233fba17@DM2PR05MB430.namprd05.prod.outlook.com>
	<CAMOxC8uop1gOCxhha93EfeL7PKM8CEL9zhHVwF7MXba5CFH0BA@mail.gmail.com>
Message-ID: <3b0d14d2d8f14e2faa6fdbd4710ab8f3@DM2PR05MB430.namprd05.prod.outlook.com>

Thanks for the quick response Ruslan.

If I am reading the doc correctly it looks like this extension creates a new ticket.  This looks good for another reason but I don?t want to create a new ticket.  I may have some users that will reply with the ticket number not in the subject, but the ticket number will be in the body of the email.  When this happens I want the email added to the ticket as a transaction.

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"

From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: Wednesday, October 09, 2013 12:38 PM
To: Bryon Baker
Cc: RT Users (rt-users at lists.bestpractical.com)
Subject: Re: [rt-users] Adding emails to Tickets.

Hi,

Not a scrip. Take a look at RepliesToResolved extension [1]. You can borrow a lot and I know for sure it will work.

On Wed, Oct 9, 2013 at 5:14 PM, Bryon Baker <bbaker at copesan.com<mailto:bbaker at copesan.com>> wrote:
I know that RT will append emails to tickets when the subject line contains a ticket number this is working great.  I would like to take this a step further and have RT looking in the content of the email and do the same procedure.

What do I need in a scrip to make this happen?

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"



--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training



--
Best regards, Ruslan.
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From ruz at bestpractical.com  Wed Oct  9 14:28:32 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 9 Oct 2013 22:28:32 +0400
Subject: [rt-users] Adding emails to Tickets.
In-Reply-To: <3b0d14d2d8f14e2faa6fdbd4710ab8f3@DM2PR05MB430.namprd05.prod.outlook.com>
References: <bba71231a54a47f8bcf7b9fe233fba17@DM2PR05MB430.namprd05.prod.outlook.com>
	<CAMOxC8uop1gOCxhha93EfeL7PKM8CEL9zhHVwF7MXba5CFH0BA@mail.gmail.com>
	<3b0d14d2d8f14e2faa6fdbd4710ab8f3@DM2PR05MB430.namprd05.prod.outlook.com>
Message-ID: <CAMOxC8tm+R2QsWedkzdrouVumeBXwnC-Jn4ns0BsnGKpDfiYbg@mail.gmail.com>

On Wed, Oct 9, 2013 at 10:16 PM, Bryon Baker <bbaker at copesan.com> wrote:

>  Thanks for the quick response Ruslan.****
>
> ** **
>
> If I am reading the doc correctly it looks like this extension creates a
> new ticket.  This looks good for another reason but I don?t want to create
> a new ticket.  I may have some users that will reply with the ticket number
> not in the subject, but the ticket number will be in the body of the
> email.  When this happens I want the email added to the ticket as a
> transaction.
>

I know what you want and I know that you need that extension to use it as
template to implement your solution. It shows you what to override and some
ideas about how to do it. It also tells which version of RT you need.


> Thanks****
>
> Bryon Baker****
>
> Network Operations Manager****
>
> *Copesan** - Specialists in Pest Solutions*
>
> 800-267-3726  ?  262-783-6261 ext. 2296****
>
> bbaker at copesan.com <cstephan at copesan.com>****
>
> www.copesan.com****
>
> *"Servicing North America with Local Care"*****
>
> ** **
>
> *From:* ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] *On
> Behalf Of *Ruslan Zakirov
> *Sent:* Wednesday, October 09, 2013 12:38 PM
> *To:* Bryon Baker
> *Cc:* RT Users (rt-users at lists.bestpractical.com)
> *Subject:* Re: [rt-users] Adding emails to Tickets.****
>
> ** **
>
> Hi,****
>
> ** **
>
> Not a scrip. Take a look at RepliesToResolved extension [1]. You can
> borrow a lot and I know for sure it will work.****
>
> ** **
>
> On Wed, Oct 9, 2013 at 5:14 PM, Bryon Baker <bbaker at copesan.com> wrote:***
> *
>
> I know that RT will append emails to tickets when the subject line
> contains a ticket number this is working great.  I would like to take this
> a step further and have RT looking in the content of the email and do the
> same procedure.****
>
>  ****
>
> What do I need in a scrip to make this happen?****
>
>  ****
>
> Thanks****
>
> Bryon Baker****
>
> Network Operations Manager****
>
> *Copesan** - Specialists in Pest Solutions*****
>
> 800-267-3726  ?  262-783-6261 ext. 2296****
>
> bbaker at copesan.com <cstephan at copesan.com>****
>
> www.copesan.com****
>
> *"Servicing North America with Local Care"*****
>
>  ****
>
>
>
> --
> RT Training in New York, October 8th and 9th:
> http://bestpractical.com/training****
>
>
>
> ****
>
> ** **
>
> --
> Best regards, Ruslan. ****
>



-- 
Best regards, Ruslan.
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From bbaker at copesan.com  Wed Oct  9 15:36:31 2013
From: bbaker at copesan.com (Bryon Baker)
Date: Wed, 9 Oct 2013 19:36:31 +0000
Subject: [rt-users] ForwardWithMessage
Message-ID: <bc7435eee54b472fa5205fad22ebd829@DM2PR05MB430.namprd05.prod.outlook.com>

I would like to implement this in version 4.17 but the documentation does not seem to work.  I am following the doc at

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

I also took some stabs at installing from cpan as an RT::Extention but no luck.

Is there some better doc to be had?

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 falcone at bestpractical.com  Wed Oct  9 15:44:08 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 9 Oct 2013 15:44:08 -0400
Subject: [rt-users] ForwardWithMessage
In-Reply-To: <bc7435eee54b472fa5205fad22ebd829@DM2PR05MB430.namprd05.prod.outlook.com>
References: <bc7435eee54b472fa5205fad22ebd829@DM2PR05MB430.namprd05.prod.outlook.com>
Message-ID: <20131009194408.GA37001@jibsheet.com>

On Wed, Oct 09, 2013 at 07:36:31PM +0000, Bryon Baker wrote:
>    I would like to implement this in version 4.17 but the documentation does not seem to work.  I
>    am following the doc at

This is a core feature of 4.2.0.

-kevin
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From darin at darins.net  Wed Oct  9 16:11:24 2013
From: darin at darins.net (Darin Perusich)
Date: Wed, 9 Oct 2013 16:11:24 -0400
Subject: [rt-users] Fully removing RTx::AssetTracker
Message-ID: <CADaviKt0byFk-F0OyVOM=xDuadsWCq=rnLKSOJrCD+nTnBJHsw@mail.gmail.com>

Hello All,

I want to fully expunge any RTx::AssetTracker data from my RT
installation in preparation for the RT Assets extension. This data's
junk/outdated so I plan to start from scratch. I've dropped all the
tables/sequences that it creates however there are still things like
CustomFields floating around that I'd like get rid of.  I know I can
disable those fields but I'd rather shred them so they're fully gone.
How can I remove these instead of simply disabling them?

Thanks1

--
Later,
Darin


From bbaker at copesan.com  Wed Oct  9 16:21:07 2013
From: bbaker at copesan.com (Bryon Baker)
Date: Wed, 9 Oct 2013 20:21:07 +0000
Subject: [rt-users] ForwardWithMessage
In-Reply-To: <20131009194408.GA37001@jibsheet.com>
References: <bc7435eee54b472fa5205fad22ebd829@DM2PR05MB430.namprd05.prod.outlook.com>
	<20131009194408.GA37001@jibsheet.com>
Message-ID: <16f6f8c87c3642fbae286149850f5f51@DM2PR05MB430.namprd05.prod.outlook.com>

Ok sound good but after reading the docs I have two concerns. 
1 -- is this statement in the readme
    RT defaults to installing in /opt/rt4 with MySQL as its database. It
    tries to guess which of www-data, www, apache or nobody your
    webserver will run as, but you can override that behavior.  Note
    that the default install directory in /opt/rt4 does not work under
    SELinux's default configuration.
	I have a SeLinux install --- How do I proceed?

2 -- SMTP currently all my emails are relayed though the exchange server via SMTP. (Works just great!)
	I need to be lead to the documentation the explains the changes need to convert this setup.

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726? .? 262-783-6261 ext. 2296
bbaker at copesan.com
www.copesan.com
"Servicing North America with Local Care"


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Wednesday, October 09, 2013 2:44 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] ForwardWithMessage

On Wed, Oct 09, 2013 at 07:36:31PM +0000, Bryon Baker wrote:
>    I would like to implement this in version 4.17 but the documentation does not seem to work.  I
>    am following the doc at

This is a core feature of 4.2.0.

-kevin


From tbsweet at cbecompanies.com  Wed Oct  9 17:32:18 2013
From: tbsweet at cbecompanies.com (Tyler Sweet)
Date: Wed, 09 Oct 2013 16:32:18 -0500
Subject: [rt-users] Updating Ticket fails in 4.2.0 using IE9
Message-ID: <525585120200002C00029C65@Iris.cbe.com>

We've been slowly moving from an outdated ticket system to Request Tracker, and were pleased that it worked just fine in IE, Chrome, and Firefox. We've updated RT to 4.2.0 just recently and noticed that when trying to update a ticket, it no longer works in IE. Clicking the "Update Ticket" button only reloads the page. We've also seen this odd behavior on the search page, clicking "Add these terms and Search" simply reloads the page (However does add the terms to the current search, it just won't switch to the results page).

 I tried changing the theme from the new 'rudder' to both 'aileron' and 'ballard' to see if it was a theme problem, but to no avail. 
These problems don't appear in Firefox or Chrome, but we have seen them in both IE9 and IE10 on Windows 7. Has anyone else seen this? Does anyone have any fixes?

Thanks!

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From mrcpu at lilpantry.com  Wed Oct  9 23:48:42 2013
From: mrcpu at lilpantry.com (Jaye Mathisen)
Date: Wed, 09 Oct 2013 20:48:42 -0700
Subject: [rt-users] minor problem with RT-RepeatTicket and 4.2.0
Message-ID: <5256239A.4000902@lilpantry.com>

I had a nice install of 4.0.17 working and we decided to upgrade to 4.2 
before deployment.  99.9% of things are working great.

Except for this:

[62873] [Thu Oct 10 03:30:02 2013] [info]: Repeating ticket 1 
(/opt/rt4/sbin/rt-repeat-ticket:38)
[62873] [Thu Oct 10 03:30:02 2013] [critical]: Can't locate object 
method "IsInactive" via package "default" (perhaps you forgot to load 
"default"?) at 
/opt/rt4/local/plugins/RT-Extension-RepeatTicket/lib/RT/Extension/RepeatTicket.pm 
line 467. (/opt/rt4/lib/RT.pm:391)
Can't locate object method "IsInactive" via package "default" (perhaps 
you forgot to load "default"?) at 
/opt/rt4/local/plugins/RT-Extension-RepeatTicket/lib/RT/Extension/RepeatTicket.pm 
line 467.


Any ideas on a quick hack to fix?  Can I just change IsInactive to 
is_inactive?  Or perhaps remove the ! and change to IsActive.

THe code in question is:


sub GetActiveTickets {
     my $content = shift;

     my $tickets_ref = $content->{tickets} || [];
     @$tickets_ref = grep {
         my $t = RT::Ticket->new( RT->SystemUser );
         $t->Load($_);
         !$t->QueueObj->Lifecycle->IsInactive( $t->Status );
     } @$tickets_ref;

     return $tickets_ref;
}

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

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From mathew.snyder at gmail.com  Thu Oct 10 00:17:47 2013
From: mathew.snyder at gmail.com (Mathew Snyder)
Date: Thu, 10 Oct 2013 00:17:47 -0400
Subject: [rt-users] Multi-level Custom Fields
Message-ID: <CACg9A69pKZcu6bkxEkB+T0K2jKRJgk1-nJB3agg2SBquF9BkiA@mail.gmail.com>

I found a single email thread regarding multi-level ticket classification (
http://www.gossamer-threads.com/lists/rt/users/91412). Unfortunately, it
doesn't go into any detail. It is a few years old and refers to 3.8.6. Does
the functionality to implement these custom fields still exist under 4.2?
Where can I find some documentation for it?

-Mathew

"When you do things right, people won't be sure you've done anything at
all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither
am I." - Me
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From andy.law at roslin.ed.ac.uk  Thu Oct 10 04:52:14 2013
From: andy.law at roslin.ed.ac.uk (LAW Andy)
Date: Thu, 10 Oct 2013 09:52:14 +0100
Subject: [rt-users] New Users and permissions
Message-ID: <80472CB3-C1DD-4ACF-8774-4FF7E111371F@roslin.ed.ac.uk>

We ran for many years on a copy of RT 3.6.5 and I had a procedure that I could run through whenever I needed to add a new user, group and queue to the system. Around 10 months ago, we bumped to the 4.0 series and everything seemed to go OK. Now - for the first time in this new installation - I need to add a new set of users and I've hit a hideous wall. I hope that someone out there can help me!

I can successfully create the new user, with a password, and have checked the boxes marked "Let this user access RT" and "Let this user be granted rights (Privileged)". I can see the user in the list of active users and can add them to groups. I can use the password that has been set to log in to the system as if I were the user. However, the user is not able to reset their own password.

Now, I *know* that this is because the account needs to have the ModifySelf permission and I know where I would have gone to do that in the 3.6.5 system but I'm struggling in this 4.0.10 version.

If I head to where I *think* I should be which is:

Tools -> Configuration -> Global -> User Rights

then I see a list of users which does not contain the new user account. If I try to add the user to that list using the ADD USER box at the bottom of the list, nothing happens (well, stuff *does* happen with calls back to the server, but nothing *useful* happens and the displayed list doesn't change)

So, I'm stumped.

Am I looking in the wrong place or is this a bug I've uncovered (or is it a known bug)?

Thanks for any help you can provide.


Later,

Andy Law
--------
Yada, yada, yada...

Disclaimer: This e-mail and any attachments are confidential and intended solely for the use of the recipient(s) to whom they are addressed. If you have received it in error, please destroy all copies and inform the sender.




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



From bessi.andrea at hotmail.it  Thu Oct 10 05:54:50 2013
From: bessi.andrea at hotmail.it (andrea bessi)
Date: Thu, 10 Oct 2013 09:54:50 +0000
Subject: [rt-users] =?utf-8?q?Help=3A_Steal_ticket_via_API_REST?=
Message-ID: <DUB403-EAS263F2373211D736396CD363EE1E0@phx.gbl>

Is possible to steal a ticket using the API REST?
I?m writing a java program for reassign ticket.
I have no problem to change owner (with api rest) of tickets owned by ?nobody? or by me, but for tickets owned by other user different to me, i must steal it first before reassing them to other user. 
 
I?m working with RT 4.0.6 , and writing a java program on Windows 8. 

 

 
I have spent a lot of time for searching a solution on the web but i haven?t found one, so i decide to write. Can you help me? 



Andrea
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From dominic.hargreaves at it.ox.ac.uk  Thu Oct 10 07:25:53 2013
From: dominic.hargreaves at it.ox.ac.uk (Dominic Hargreaves)
Date: Thu, 10 Oct 2013 12:25:53 +0100
Subject: [rt-users] Debian Repositories: Upgrade from 4.0.17 to 4.0.17
In-Reply-To: <52566AD1020000DF0009E23D@pta-emo.csir.co.za>
References: <52540EB2020000DF0009DD9C@pta-emo.csir.co.za>
	<20131008122054.GB4619@squash.oucs.ox.ac.uk>
	<52566AD1020000DF0009E23D@pta-emo.csir.co.za>
Message-ID: <20131010112553.GF4452@squash.oucs.ox.ac.uk>

On Thu, Oct 10, 2013 at 08:52:33AM +0200, Sakhi Hadebe wrote:
> I had some issues with upgrade and decided to reverse everything as it is a production system.  
> 
> What is not clear is that: Should I download the rt4.0.17 package and its dependencies and install it manually? 

Please keep emails on the mailing list rather than mailing me personally.

You can downgrade packages in Debian using, eg:

apt-get install request-tracker4=<version number>

where version number in this case will be 4.0.7-5+deb7u2.

You might have to explicitly list the other packages such as
rt4-clients, rt4-apache, etc., in such a command line.

You'll also want to check whether any of the database upgrades between
4.0.7 and 4.0.17 are backwards-incompatible; I don't know OTTOMH.

Dominic.

-- 
Dominic Hargreaves, Systems Development and Support Section
IT Services, University of Oxford, 13 Banbury Road, Oxford, OX2 6NN
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From mmcgrath at carthage.edu  Thu Oct 10 11:02:06 2013
From: mmcgrath at carthage.edu (Max McGrath)
Date: Thu, 10 Oct 2013 10:02:06 -0500
Subject: [rt-users] Upgrade to 4.2 fail
In-Reply-To: <CAO_bo75PY0qL=2UjBrhqp+JHgODJKpmMD2zWLCjouV3qcU53Og@mail.gmail.com>
References: <CAH7EN_pxGdzq17f2zju14v6e-XVBdFv8NTzn9asHQsu2ijiXmA@mail.gmail.com>
	<1380768258.5699.2.camel@umgah.localdomain>
	<CAH7EN_pnDK7_ociQTc+Ld7fakkJdN3JyygBC1n0MWzeOnQZqnw@mail.gmail.com>
	<1380772418.5699.6.camel@umgah.localdomain>
	<CAH7EN_qHOVbhQUdh1k8V16pMNPo9vRXVnF1Nm_eP3q+=B5G+_g@mail.gmail.com>
	<CAO_bo74E1PJFBY9FyZhWoD2pzVqeji9iXiZtZu_ndsHo0r4o_Q@mail.gmail.com>
	<CAO_bo75PY0qL=2UjBrhqp+JHgODJKpmMD2zWLCjouV3qcU53Og@mail.gmail.com>
Message-ID: <CAH7EN_qeFUr7CkFOnVhUE1MezS0w9nF9OfkXc9NG22weu5FZ-g@mail.gmail.com>

Yeah...a co-worker of mine got it working.  Sorry, I can't be more clear on
what he did.  He said it was a mixture of your suggestions and some other
things.  Apache configurations are above my head...

But it's working now!

--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu


On Mon, Oct 7, 2013 at 3:26 PM, Len Jaffe <lenjaffe at jaffesystems.com> wrote:

> Anything?
>
>
> On Fri, Oct 4, 2013 at 10:49 AM, Len Jaffe <lenjaffe at jaffesystems.com>wrote:
>
>> in httpd.conf ----  and this will depend on your version of apache, and
>> how you've structured your configurations files.
>>
>> You need to load the fastcgi module
>>
>>     LoadModule fastcgi_module modules/mod_fastcgi.so
>>
>> You need to declare your fastcgi service
>>
>>     FastCgiServer /pathto/RT/sbin/rt-server.fcgi -processes 5
>> -idle-timeout 30
>>
>> your settings for processes and timeout will vary according to your load
>>
>> Inside your virtual host definitions, tell apache how to handle fcgi
>> requests
>>
>>      AddHandler fastcgi-script fcgi
>>
>>
>> Tell apache how to run the RT code
>>
>>
>> Alias /RT /pathto/RT/sbin/rt-server.fcgi/
>> <Directory    /pathto/RT/sbin/*>
>>   Options Indexes +ExecCGI FollowSymLinks
>>   AllowOverRide None
>>   Satisfy Any
>>   Order allow,deny
>>   Allow from all
>> </Directory>
>>
>> and tell apache about the directory where the RT source lives
>>
>> Alias /RT/NoAuth/images/  /pathto/RT/share/html/NoAuth/images/
>> <Directory /pathto/RT/share/html/*>
>>   Options Indexes FollowSymLinks
>>   AllowOverride None
>>   Order allow,deny
>>   Allow from all
>> </Directory>
>>
>>
>>
>>
>> On Fri, Oct 4, 2013 at 9:37 AM, Max McGrath <mmcgrath at carthage.edu>wrote:
>>
>>> Thanks!
>>>
>>> Tried moving to FastCgi and I now get:
>>>
>>> You're almost there!You haven't yet configured your webserver to run
>>> RT. You appear to have installed RT's web interface correctly, but haven't
>>> yet configured your web server to "run" the RT server which powers the web
>>> interface. The next step is to edit your webserver's configuration file to
>>> instruct it to use RT's *mod_perl* or *FastCGI* handler. If you need
>>> commercial support, please contact us at sales at bestpractical.com.
>>>
>>> I'm definitely not a web server expert...so...any advice?
>>>
>>> Max
>>>
>>> --
>>> Max McGrath
>>> Network Administrator
>>> Carthage College
>>> 262-552-5512
>>> mmcgrath at carthage.edu
>>>
>>>
>>> On Wed, Oct 2, 2013 at 10:53 PM, Alex Vandiver <alexmv at bestpractical.com
>>> > wrote:
>>>
>>>> On Wed, 2013-10-02 at 21:53 -0500, Max McGrath wrote:
>>>> > Nope...definitely did that step: [snp]
>>>>
>>>> Ah.  Then the perl that your mod_perl is linked against is not the perl
>>>> that you configured RT with -- did you recompile a newer perl to meet
>>>> the >= 5.10.1 dep, but not recompile mod_perl?  Deploying with mod_fcgi
>>>> or mod_fastcgi is probably easier than upgrading mod_perl.
>>>>  - Alex
>>>>
>>>>
>>>>
>>>
>>>
>>> --
>>> RT Training in New York, October 8th and 9th:
>>> http://bestpractical.com/training
>>>
>>
>>
>>
>> --
>> lenjaffe at jaffesystems.com   614-404-4214    @lenjaffe
>> Software Engineer, Founder Volunteerable <http://www.volunteerable..com/>,
>> 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.
>>
>>
>
>
> --
> lenjaffe at jaffesystems.com   614-404-4214    @lenjaffe
> Software Engineer, Founder Volunteerable <http://www.volunteerable..com/>,
> 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 jbrandt at bestpractical.com  Thu Oct 10 11:23:08 2013
From: jbrandt at bestpractical.com (Jim Brandt)
Date: Thu, 10 Oct 2013 11:23:08 -0400
Subject: [rt-users] minor problem with RT-RepeatTicket and 4.2.0
In-Reply-To: <5256239A.4000902@lilpantry.com>
References: <5256239A.4000902@lilpantry.com>
Message-ID: <5256C65C.9010208@bestpractical.com>

On 10/9/13 11:48 PM, Jaye Mathisen wrote:
> I had a nice install of 4.0.17 working and we decided to upgrade to 4.2
> before deployment.  99.9% of things are working great.
>
> Except for this:
>
> [62873] [Thu Oct 10 03:30:02 2013] [info]: Repeating ticket 1
> (/opt/rt4/sbin/rt-repeat-ticket:38)
> [62873] [Thu Oct 10 03:30:02 2013] [critical]: Can't locate object
> method "IsInactive" via package "default" (perhaps you forgot to load
> "default"?) at
> /opt/rt4/local/plugins/RT-Extension-RepeatTicket/lib/RT/Extension/RepeatTicket.pm
> line 467. (/opt/rt4/lib/RT.pm:391)
> Can't locate object method "IsInactive" via package "default" (perhaps
> you forgot to load "default"?) at
> /opt/rt4/local/plugins/RT-Extension-RepeatTicket/lib/RT/Extension/RepeatTicket.pm
> line 467.
>
>
> Any ideas on a quick hack to fix?  Can I just change IsInactive to
> is_inactive?  Or perhaps remove the ! and change to IsActive.

Lifecycle now needs to be LifecycleObj for 4.2.

I just uploaded a new version of RepeatTicket to cpan (0.05). It might 
take a bit to become available. Can you try with the new version?


From kirby at umbc.edu  Thu Oct 10 11:22:00 2013
From: kirby at umbc.edu (Joe Kirby)
Date: Thu, 10 Oct 2013 11:22:00 -0400
Subject: [rt-users] How to use queue number instead of queue name for child
	ticket template
Message-ID: <29B671DA-3C8B-4978-AD22-9D2360E936AD@umbc.edu>

I have converted my scripts to use the queue number instead of the queue name and this makes life much better as some of my end users insist on adjusting the queue names from time to time.

Below is a copy of a template I have that works great but requires the queue name, or at least I have not been able to find anything else that shows how to do it. I have tried placing the queue number in with no success.

Any ideas?

Joe

===Create-Ticket: Financial Aid and Scholarships - Referral 
Subject: Referral to Counselor from Walk-In:{$Tickets{'TOP'}->Subject}
Referred-To-By: {$Tickets{'TOP'}->Id}
Queue: Financial Aid and Scholarships - Referral
InitialPriority: 99
FinalPriority: 99
Requestor: {$Tickets{'TOP'}->RequestorAddresses}
FAID-Last-Name-Grouping-Web: {$Tickets{'TOP'}->FirstCustomFieldValue('FAID-Last-Name-Grouping-Web')}
FAID-Last-Name-Grouping: {$Tickets{'TOP'}->FirstCustomFieldValue('FAID-Last-Name-Grouping')}
FAID-Referral-Preference: {$Tickets{'TOP'}->FirstCustomFieldValue('FAID-Referral-Preference')}
FAID-Web-Name: {$Tickets{'TOP'}->FirstCustomFieldValue('FAID-Web-Name')}
Content: This request is a referral from a walk-in customer for Financial Aid and Scholarships. The initial ticket has been closed but linked to this ticket for any pertinent information 
ENDOFCONTENT


Joe Kirby ,  Assistant Vice President, Business Systems
Division of Information Technology (DoIT) 
Support Response -   http://www.umbc.edu/doit 
Administration 627
Office - 410-455-3020 
Email - kirby at umbc.edu

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From toth.milan at gmail.com  Thu Oct 10 11:33:21 2013
From: toth.milan at gmail.com (Milan Toth)
Date: Thu, 10 Oct 2013 17:33:21 +0200
Subject: [rt-users] Help: Steal ticket via API REST
In-Reply-To: <DUB403-EAS263F2373211D736396CD363EE1E0@phx.gbl>
References: <DUB403-EAS263F2373211D736396CD363EE1E0@phx.gbl>
Message-ID: <4A4C2479-DBD2-4D9B-8870-550D38B46101@gmail.com>

Usually I do this by creating dedicated user for rest clients and adjusting it's rights in RT.

Milan.

On 10.10.2013, at 11:54, andrea bessi <bessi.andrea at hotmail.it> wrote:

> Is possible to steal a ticket using the API REST?
> I?m writing a java program for reassign ticket.
> I have no problem to change owner (with api rest) of tickets owned by ?nobody? or by me, but for tickets owned by other user different to me, i must steal it first before reassing them to other user. 
>  
> I?m working with RT 4.0.6 , and writing a java program on Windows 8.
>  
>  
> I have spent a lot of time for searching a solution on the web but i haven?t found one, so i decide to write. Can you help me?
>  
> Andrea
>  

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From mrcpu at lilpantry.com  Thu Oct 10 18:06:13 2013
From: mrcpu at lilpantry.com (Jaye Mathisen)
Date: Thu, 10 Oct 2013 15:06:13 -0700
Subject: [rt-users] minor problem with RT-RepeatTicket and 4.2.0
In-Reply-To: <5256C65C.9010208@bestpractical.com>
References: <5256239A.4000902@lilpantry.com>
	<5256C65C.9010208@bestpractical.com>
Message-ID: <525724D5.8090009@lilpantry.com>

Seems to be working fine.

Many Thanks.

J.

On 10/10/2013 8:23 AM, Jim Brandt wrote:
> On 10/9/13 11:48 PM, Jaye Mathisen wrote:
>> I had a nice install of 4.0.17 working and we decided to upgrade to 4.2
>> before deployment.  99.9% of things are working great.
>>
>> Except for this:
>>
>> [62873] [Thu Oct 10 03:30:02 2013] [info]: Repeating ticket 1
>> (/opt/rt4/sbin/rt-repeat-ticket:38)
>> [62873] [Thu Oct 10 03:30:02 2013] [critical]: Can't locate object
>> method "IsInactive" via package "default" (perhaps you forgot to load
>> "default"?) at
>> /opt/rt4/local/plugins/RT-Extension-RepeatTicket/lib/RT/Extension/RepeatTicket.pm 
>>
>> line 467. (/opt/rt4/lib/RT.pm:391)
>> Can't locate object method "IsInactive" via package "default" (perhaps
>> you forgot to load "default"?) at
>> /opt/rt4/local/plugins/RT-Extension-RepeatTicket/lib/RT/Extension/RepeatTicket.pm 
>>
>> line 467.
>>
>>
>> Any ideas on a quick hack to fix?  Can I just change IsInactive to
>> is_inactive?  Or perhaps remove the ! and change to IsActive.
>
> Lifecycle now needs to be LifecycleObj for 4.2.
>
> I just uploaded a new version of RepeatTicket to cpan (0.05). It might 
> take a bit to become available. Can you try with the new version?

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

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From andy.law at roslin.ed.ac.uk  Fri Oct 11 04:20:49 2013
From: andy.law at roslin.ed.ac.uk (LAW Andy)
Date: Fri, 11 Oct 2013 09:20:49 +0100
Subject: [rt-users] New Users and permissions
In-Reply-To: <80472CB3-C1DD-4ACF-8774-4FF7E111371F@roslin.ed.ac.uk>
References: <80472CB3-C1DD-4ACF-8774-4FF7E111371F@roslin.ed.ac.uk>
Message-ID: <B8B17B2D-B9F9-4F4D-AFDB-A980E8BC305C@roslin.ed.ac.uk>

So that there is a record for those that may come after us, and with grateful thanks to Jaye Mathisen, the solution to this problem is to be found in better understanding of the somewhat unintuitive and confusing (to me - YMMMV) global user rights permissions page.

It turns out that the 'ADD USER' box is not there to add a user to the list displayed (as I had expected). It is more of a 'Set Rights for this manually chosen user' box. Typing the users name in this box gives a pop-up list of matching users. Select the user that you want and *this* is then the user that will have permissions set when you select things in the checkbox list in the main panel of the page. Once the user has permissions set, they will appear in the list in this dialog page.

Where do I submit suggestions for improvements to the interface?


On 10 Oct 2013, at 09:52, LAW Andy <andy.law at roslin.ed.ac.uk> wrote:

> We ran for many years on a copy of RT 3.6.5 and I had a procedure that I could run through whenever I needed to add a new user, group and queue to the system. Around 10 months ago, we bumped to the 4.0 series and everything seemed to go OK. Now - for the first time in this new installation - I need to add a new set of users and I've hit a hideous wall. I hope that someone out there can help me!
> 
> I can successfully create the new user, with a password, and have checked the boxes marked "Let this user access RT" and "Let this user be granted rights (Privileged)". I can see the user in the list of active users and can add them to groups. I can use the password that has been set to log in to the system as if I were the user. However, the user is not able to reset their own password.
> 
> Now, I *know* that this is because the account needs to have the ModifySelf permission and I know where I would have gone to do that in the 3.6.5 system but I'm struggling in this 4.0.10 version.
> 
> If I head to where I *think* I should be which is:
> 
> Tools -> Configuration -> Global -> User Rights
> 
> then I see a list of users which does not contain the new user account. If I try to add the user to that list using the ADD USER box at the bottom of the list, nothing happens (well, stuff *does* happen with calls back to the server, but nothing *useful* happens and the displayed list doesn't change)
> 
> So, I'm stumped.
> 
> Am I looking in the wrong place or is this a bug I've uncovered (or is it a known bug)?
> 

Later,

Andy
--------
Yada, yada, yada...

Disclaimer: This e-mail and any attachments are confidential and intended solely for the use of the recipient(s) to whom they are addressed. If you have received it in error, please destroy all copies and inform the sender.




-- 
The University of Edinburgh is a charitable body, registered in
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From carlos.fuentes at rediris.es  Fri Oct 11 06:38:59 2013
From: carlos.fuentes at rediris.es (Carlos Fuentes Bermejo)
Date: Fri, 11 Oct 2013 12:38:59 +0200
Subject: [rt-users] Possible bug in fulltext search with mysql and sphinx
In-Reply-To: <007401ce3a05$de054d60$9a0fe820$@bestpractical@posterus.com>
References: <516BD07A.1000600@creval.it>
	<007401ce3a05$de054d60$9a0fe820$@bestpractical@posterus.com>
Message-ID: <CA6E3837-87D7-43C3-8BDB-612AE55116C6@rediris.es>

Hi Rus,

I think that you should warn this issue and show the alternative when you run rt-setup-fulltext-index. 

I just installed rt 4.2.0 in a CentOS 6.4 (64bits) with MariaDB (which it's already supporting Sphinx ) and I had the same issue.

Cheers,
Carlos
El 15/04/2013, a las 20:20, Maciej Dobrzanski escribi?:

> Hello,
> 
>> Looking in the RT log I found this error:
>> "ERROR 1430: There was a problem processing the query on the foreign 
>> data source.
>> Data source error: INTERNAL ERROR: 1st column must be bigint to accept
> 64-bit DOCID"
> 
> The problem I think is not so much in RT as it is in Sphinx. When building
> Sphinx binary, you can choose how long the document identifiers should be -
> they can be either 32-bit or 64-bit if --enable-id64 was specified.
> Depending on this setting Sphinx simply wants either 4 or 8 byte integers on
> input to match the internal type. It simply lacks some flexibility to accept
> shorter types. You can maintain compatibility with the original RT database
> by re-building Sphinx without --enable-id64.
> 
> Maciek
> 

--
Carlos Fuentes Bermejo
Security Engineer. IRIS-CERT
RedIRIS / Red.es

Tel.: +34 91 212 76 20 (Ext. 5583)
Mobile: + 34 675 54 41 69
E-Mail: carlos.fuentes at rediris.es
PGP Key ID: 0xF20D4295 2004-06-24
	Fingerprint: ED02 A355 71B6 702A 5907 2571 8C2C E601 F20D 4295

http:://www.rediris.es/cert


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From michael.obrien at globoforce.com  Fri Oct 11 06:54:03 2013
From: michael.obrien at globoforce.com (globo)
Date: Fri, 11 Oct 2013 03:54:03 -0700 (PDT)
Subject: [rt-users] Custom Field - Yes / No Option
Message-ID: <1381488843561-55467.post@n7.nabble.com>

Hi, 

I am trying to create a custom field with Yes / No options. 

If Yes is selected the custom Field would load a template and No won't load
the template. 

I am using the following code in my script under Custom Condition 

Condition: User Defined

$self->TicketObj->FirstCustomFieldValue("Custom Field Name") ne "Yes")
    
I'm not a programmer so I am struggling to figure how to get this working. 

Any help much appreciated



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Custom-Field-Yes-No-Option-tp55467.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From shayne.alone at gmail.com  Fri Oct 11 07:37:50 2013
From: shayne.alone at gmail.com (Alireza Taleghani)
Date: Fri, 11 Oct 2013 11:37:50 +0000 (UTC)
Subject: [rt-users] Check out my profile on LinkedIn
Message-ID: <1041459478.3900339.1381491470974.JavaMail.app@ela4-app0128.prod>

LinkedIn
------------



I'd like to include you in my network to share updates and stay in touch.

- Alireza

Alireza Taleghani
VoIP Expert at Shatel
Iran

Confirm that you know Alireza Taleghani:
https://www.linkedin.com/e/c9dxj5-hmnccp5r-5q/isd/17233453513/4wfuLmxz/?hs=false&tok=1Z19M7kWDpl5Y1

--
You are receiving Invitation to Connect emails. Click to unsubscribe:
http://www.linkedin.com/e/c9dxj5-hmnccp5r-5q/ArzduquLgO63v6U6LXjwm431xwRWzU7vpXRoOPJF/goo/rt-users%40bestpractical%2Ecom/20061/I5718133391_1/?hs=false&tok=3ZzLp9s6Xpl5Y1

(c) 2012 LinkedIn Corporation. 2029 Stierlin Ct, Mountain View, CA 94043, USA.


  
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From alexmv at bestpractical.com  Fri Oct 11 15:20:00 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Fri, 11 Oct 2013 15:20:00 -0400
Subject: [rt-users] Updating Ticket fails in 4.2.0 using IE9
In-Reply-To: <525585120200002C00029C65@Iris.cbe.com>
References: <525585120200002C00029C65@Iris.cbe.com>
Message-ID: <1381519200.11718.25.camel@umgah.localdomain>

On Wed, 2013-10-09 at 16:32 -0500, Tyler Sweet wrote:
> We've been slowly moving from an outdated ticket system to Request
> Tracker, and were pleased that it worked just fine in IE, Chrome, and
> Firefox. We've updated RT to 4.2.0 just recently and noticed that when
> trying to update a ticket, it no longer works in IE. Clicking the
> "Update Ticket" button only reloads the page. We've also seen this odd
> behavior on the search page, clicking "Add these terms and Search"
> simply reloads the page (However does add the terms to the current
> search, it just won't switch to the results page).

Try the attached patch, which will be in 4.2.1.
 - Alex
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From lstewart at iweb.com  Fri Oct 11 15:47:50 2013
From: lstewart at iweb.com (Landon Stewart)
Date: Fri, 11 Oct 2013 12:47:50 -0700
Subject: [rt-users] Custom Field - Yes / No Option
In-Reply-To: <1381488843561-55467.post@n7.nabble.com>
References: <1381488843561-55467.post@n7.nabble.com>
Message-ID: <CABgOHgsJnmYv14qxxteLSb+gc52pWybvbPO0T8buok8Lf3ppgg@mail.gmail.com>

On 11 October 2013 03:54, globo <michael.obrien at globoforce.com> wrote:

> Hi,
>
> I am trying to create a custom field with Yes / No options.
>
> If Yes is selected the custom Field would load a template and No won't load
> the template.
>
> I am using the following code in my script under Custom Condition
>
> Condition: User Defined
>
> $self->TicketObj->FirstCustomFieldValue("Custom Field Name") ne "Yes")
>
> I'm not a programmer so I am struggling to figure how to get this working.


In RT most of these things have to return something so RT knows something
was done or knows the condition is true.  This is true for conditions and
actions.

For the condition:
return 0 unless $self->TicketObj->FirstCustomFieldValue("Custom Field
Name") eq "Yes";
return 0 unless $self->TicketObj->FirstCustomFieldValue("Custom Field
Name") ne "";
return 1;

Or just simply a one liner (functionally the same as above):
return 1 if $self->TicketObj->FirstCustomFieldValue("Custom Field Name") eq
"Yes";

It'll return zero unless that custom field is set to Yes (case matters in
both examples).

-- 
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 tbsweet at cbecompanies.com  Fri Oct 11 16:18:42 2013
From: tbsweet at cbecompanies.com (Tyler Sweet)
Date: Fri, 11 Oct 2013 15:18:42 -0500
Subject: [rt-users] Updating Ticket fails in 4.2.0 using IE9
In-Reply-To: <1381519200.11718.25.camel@umgah.localdomain>
References: <525585120200002C00029C65@Iris.cbe.com>
	<1381519200.11718.25.camel@umgah.localdomain>
Message-ID: <525816D20200002C00029F93@Iris.cbe.com>



>>> On 10/11/2013 at 2:20 PM, in message
<1381519200.11718.25.camel at umgah.localdomain>, Alex Vandiver
<alexmv at bestpractical.com> wrote:
> On Wed, 2013-10-09 at 16:32 -0500, Tyler Sweet wrote:
>> We've been slowly moving from an outdated ticket system to Request
>> Tracker, and were pleased that it worked just fine in IE, Chrome, and
>> Firefox. We've updated RT to 4.2.0 just recently and noticed that when
>> trying to update a ticket, it no longer works in IE. Clicking the
>> "Update Ticket" button only reloads the page. We've also seen this odd
>> behavior on the search page, clicking "Add these terms and Search"
>> simply reloads the page (However does add the terms to the current
>> search, it just won't switch to the results page).
> 
> Try the attached patch, which will be in 4.2.1.
>  - Alex

That fixes it! Thank you very much!

-Sweet
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From united_airline at yahoo.com  Fri Oct 11 21:24:54 2013
From: united_airline at yahoo.com (jay peterson)
Date: Fri, 11 Oct 2013 18:24:54 -0700 (PDT)
Subject: [rt-users] Read only database
Message-ID: <1381541094.75568.YahooMailNeo@web161205.mail.bf1.yahoo.com>

Hello, 

RT 3.8.4 mysql 5.0.75 server on Ubuntu 9.04 

would like to stop all users from creating/modifying tickets. I would like users to read the tickets for archival purposes.
I am thinking of putting the? all the? database in mysql? in read only mode.
Can this be done and how ?


Thanks! 

Jay
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From qxin at cio.sc.gov  Fri Oct 11 22:19:18 2013
From: qxin at cio.sc.gov (Xin, Qiao)
Date: Sat, 12 Oct 2013 02:19:18 +0000
Subject: [rt-users] rt command order by question
Message-ID: <CE7E29E3.AFA9%qxin@cio.sc.gov>

Hi,
Can I use "rt ls" command line to order by more than two fields?
By default, it is sorted by Ticket #. But if I sort using a different field, the Ticket# is out of order for tickets with same field value.
I tried to order by both field and Ticket# and it does not work. Please help.

# rt ls  -o +field,+id "query"
Or
# rt ls  -o +field  -o +id "query"

Does the command support sort by more than one field?

Thanks,
Qiao

---
SC-ISAC, DSIT
(803)896-0597
qxin at cio.sc.gov
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From andrius.kulbis at gmail.com  Mon Oct 14 06:14:16 2013
From: andrius.kulbis at gmail.com (andkulb)
Date: Mon, 14 Oct 2013 03:14:16 -0700 (PDT)
Subject: [rt-users] Group chart by custom field of Queue
Message-ID: <1381745656658-55477.post@n7.nabble.com>

Hello, 

My queues in RT belong to some sort of departament (custom field). How can I
get a chart, showing tickets by departament? 

What i find out, is that charts are made by ticked dependencies, but not the
the dependencies of tickets queues. 

Thank you in advance.



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Group-chart-by-custom-field-of-Queue-tp55477.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From mmcgrath at carthage.edu  Mon Oct 14 11:15:07 2013
From: mmcgrath at carthage.edu (Max McGrath)
Date: Mon, 14 Oct 2013 10:15:07 -0500
Subject: [rt-users] Unable to create ticket in RT 4.2
Message-ID: <CAH7EN_r_stuY23090jWWM-Tg8Y6RczC_N6ja68K++=Au_1q3cA@mail.gmail.com>

Hi all -

Upgraded from 4.0.16 to 4.2 on a test VM.  I am unable to create a ticket
via the web interface...this is what I'm seeing in rt.log.

[6608] [Mon Oct 14 15:11:46 2013] [error]: Can't locate object method
"DefaultOnCreate" via package "default" (perhaps you forgot to load
"default"?) at /opt/rt4/local/html/Ticket/Create.html line 71.

Stack:
  [/opt/rt4/local/html/Ticket/Create.html:71]
  [/opt/rt4/share/html/Widgets/TitleBox:56]
  [/opt/rt4/local/html/Ticket/Create.html:107]
  [/opt/rt4/share/html/Ticket/autohandler:66]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]
  [/opt/rt4/share/html/autohandler:53]
(/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211)

--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From alexmv at bestpractical.com  Mon Oct 14 14:00:50 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Mon, 14 Oct 2013 14:00:50 -0400
Subject: [rt-users] Unable to create ticket in RT 4.2
In-Reply-To: <CAH7EN_r_stuY23090jWWM-Tg8Y6RczC_N6ja68K++=Au_1q3cA@mail.gmail.com>
References: <CAH7EN_r_stuY23090jWWM-Tg8Y6RczC_N6ja68K++=Au_1q3cA@mail.gmail.com>
Message-ID: <1381773650.24441.7.camel@umgah.localdomain>

On Mon, 2013-10-14 at 10:15 -0500, Max McGrath wrote:
> Hi all -
> 
> 
> Upgraded from 4.0.16 to 4.2 on a test VM.  I am unable to create a
> ticket via the web interface...this is what I'm seeing in rt.log.
> 
> 
> [6608] [Mon Oct 14 15:11:46 2013] [error]: Can't locate object method
> "DefaultOnCreate" via package "default" (perhaps you forgot to load
> "default"?) at /opt/rt4/local/html/Ticket/Create.html line 71.

The above path shows that you have a local override of the entirety of
Ticket/Create.html  You will need to update it for the changes in RT
4.2.  If possible, I suggest re-writing your override as a callback
instead, which will simplify future upgrades.
 - Alex





From bwiese at ElementPS.com  Mon Oct 14 20:25:45 2013
From: bwiese at ElementPS.com (Brent Wiese)
Date: Tue, 15 Oct 2013 00:25:45 +0000
Subject: [rt-users] Iterating through multi select CF descriptions
Message-ID: <910CDE054EF7D24DBCA89A2EF88A404E5EC44447@phxmain-exmbx10>

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 mmcgrath at carthage.edu  Mon Oct 14 21:08:01 2013
From: mmcgrath at carthage.edu (Max McGrath)
Date: Mon, 14 Oct 2013 20:08:01 -0500
Subject: [rt-users] Unable to create ticket in RT 4.2
In-Reply-To: <1381773650.24441.7.camel@umgah.localdomain>
References: <CAH7EN_r_stuY23090jWWM-Tg8Y6RczC_N6ja68K++=Au_1q3cA@mail.gmail.com>
	<1381773650.24441.7.camel@umgah.localdomain>
Message-ID: <CAH7EN_pLgO9bS_ZVyPZ6zm4JWLXB9XjjwZ7dEoXiPx=T=ahOag@mail.gmail.com>

Thanks Alex.  It was a local override.  I just got rid of it and am using
the default Create.html.  I can create tickets now.

Thanks!

Max

--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu


On Mon, Oct 14, 2013 at 1:00 PM, Alex Vandiver <alexmv at bestpractical.com>wrote:

> On Mon, 2013-10-14 at 10:15 -0500, Max McGrath wrote:
> > Hi all -
> >
> >
> > Upgraded from 4.0.16 to 4.2 on a test VM.  I am unable to create a
> > ticket via the web interface...this is what I'm seeing in rt.log.
> >
> >
> > [6608] [Mon Oct 14 15:11:46 2013] [error]: Can't locate object method
> > "DefaultOnCreate" via package "default" (perhaps you forgot to load
> > "default"?) at /opt/rt4/local/html/Ticket/Create.html line 71.
>
> The above path shows that you have a local override of the entirety of
> Ticket/Create.html  You will need to update it for the changes in RT
> 4.2.  If possible, I suggest re-writing your override as a callback
> instead, which will simplify future upgrades.
>  - Alex
>
>
>
>
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From mathew.snyder at gmail.com  Tue Oct 15 03:27:55 2013
From: mathew.snyder at gmail.com (Mathew Snyder)
Date: Tue, 15 Oct 2013 03:27:55 -0400
Subject: [rt-users] RT 4.2 Logo Height/width not being set
Message-ID: <CACg9A6_=W_Fr1HXPnQHOntkAJn-fKRY9-tz_e9KSx3BWmYSeRA@mail.gmail.com>

I'm trying to set the height and width of our logo to a more readable size.
There doesn't appear to an option for this in the theme manager. Is there
CSS code that can be directly entered that I'm not aware of (CSS isn't my
strongest attribute)

I've set the $LogoImageHeight and $LogoImageWidth values in
RT_SiteConfig.pm and restarted httpd, but the settings aren't being
effected.

-Mathew

"When you do things right, people won't be sure you've done anything at
all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither
am I." - Me
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From waldner at cert.at  Tue Oct 15 03:37:34 2013
From: waldner at cert.at (Robert Waldner)
Date: Tue, 15 Oct 2013 09:37:34 +0200
Subject: [rt-users] Continous-Login problem after DB move
Message-ID: <525CF0BE.7030804@cert.at>

Hi,

I'm using RT3.8.8 from the Debian packages with postgres on a different
machine as a backend. Last night I moved the database from one machine
(postgres-8.4) to another (postgres-9.1), and pg_dumpall|psql the whole DB.

Everything looks fine as far as content is concerned
(creating/closing/moving/commenting on tickets etc.) - but after every
link I click in the web-interface I have to login again.
The sessions-table looks fine (to me) on the new DB host, and it's the
very same on the old one:

                                   Table "public.sessions"
   Column    |            Type             |       Modifiers        |
-------------+-----------------------------+------------------------+-
 id          | character(32)               | not null               |
 a_session   | bytea                       |                        |
 lastupdated | timestamp without time zone | not null default now() |

I did an rt-clean-sessions just to be sure, doesn't change anything.

What I do see is that after every login the amount of sessions in the DB
goes up (usually by 4), so my guess is that it somehow isn't able to
read/parse the session table.

From what I could find via google it's not an AutoLogoff-problem (set to
259200 minutes/half a year), and it's also not a problem of the
password-hash in the Users-table changing every time (it stays the
same). The only other hint I could find was to remove the
html/autohandler file - but if I do that, I get an "internal server
error" after trying to log in and the following error in the apache
error-log:
Can't call method "HasRight" on an undefined value at
/usr/share/request-tracker3.8/html/index.html line 132.
(/usr/share/request-tracker3.8/lib/RT/Interface/Web/Handler.pm:233

Any hints?

thanks in advance,
-robert
-- 
// CERT Austria - Robert Waldner <waldner at cert.at>
// http://www.cert.at/ - T: +43 1 5056416 78
// Eine Initiative der nic.at GmbH
// http://www.nic.at/ - Firmenbuchnummer 172568b, LG Salzburg

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From waldner at cert.at  Tue Oct 15 05:59:12 2013
From: waldner at cert.at (Robert Waldner)
Date: Tue, 15 Oct 2013 11:59:12 +0200
Subject: [rt-users] Continous-Login problem after DB move
In-Reply-To: <525CF0BE.7030804@cert.at>
References: <525CF0BE.7030804@cert.at>
Message-ID: <525D11F0.40309@cert.at>

On 10/15/2013 09:37 AM, Robert Waldner wrote:
> Hi,
> 
> I'm using RT3.8.8 from the Debian packages with postgres on a different
> machine as a backend. Last night I moved the database from one machine
> (postgres-8.4) to another (postgres-9.1), and pg_dumpall|psql the whole DB.
> 
> Everything looks fine as far as content is concerned
> (creating/closing/moving/commenting on tickets etc.) - but after every
> link I click in the web-interface I have to login again.
> The sessions-table looks fine (to me) on the new DB host, and it's the
> very same on the old one:
> 
>                                    Table "public.sessions"
>    Column    |            Type             |       Modifiers        |
> -------------+-----------------------------+------------------------+-
>  id          | character(32)               | not null               |
>  a_session   | bytea                       |                        |
>  lastupdated | timestamp without time zone | not null default now() |

Ah, solved it - a colleague remembered something from a DB-move with
other software (typo3) and a similar problem.

The solution is to set:
   bytea_output = 'escape'                 # hex, escape
in postgresql.conf (default is 'hex').

cheers,
robert
-- 
// CERT Austria - Robert Waldner <waldner at cert.at>
// http://www.cert.at/ - T: +43 1 5056416 78
// Eine Initiative der nic.at GmbH
// http://www.nic.at/ - Firmenbuchnummer 172568b, LG Salzburg

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From guadagnino.cristiano at creval.it  Tue Oct 15 06:56:11 2013
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Tue, 15 Oct 2013 10:56:11 +0000
Subject: [rt-users] Error in article history
Message-ID: <525D1F3C.3050603@creval.it>

Hi all,
we've been using RT 4.0.17 since a couple months without problems.
However, I realized just today that asking for an article's history
generates an error page.

The log reports:

[Tue Oct 15 10:50:40 2013] [error]: Can't locate object method "new" via
package "RT::FM::Article" (perhaps you forgot to load
"RT::FM::Article"?) at /opt/rt4/sbin/../lib/RT/ObjectCustomFieldValue.pm
line 306.

Stack:
   [/opt/rt4/sbin/../lib/RT/ObjectCustomFieldValue.pm:306]
   [/opt/rt4/sbin/../lib/RT/ObjectCustomFieldValue.pm:235]
   [/opt/rt4/sbin/../lib/RT/ObjectCustomFieldValue.pm:254]
   [/opt/rt4/sbin/../lib/RT/Transaction.pm:1186]
   [/opt/rt4/sbin/../lib/RT/Transaction.pm:794]
   [/opt/rt4/sbin/../lib/RT/Transaction.pm:748]
   [/opt/rt4/sbin/../lib/RT/Transaction.pm:671]
   [/opt/rt4/share/html/Articles/Article/Elements/ShowHistory:54]
   [/opt/rt4/share/html/Articles/Article/History.html:50]
   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:635]
   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335]
   [/opt/rt4/share/html/autohandler:53]
(/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)

I am at a loss... can anybody shed some light on this error?

If it can be of any interest, I have an experimental installation of RT
4.2, where I restored a copy of our production db and ran it through the
update routine. It shows this same behaviour.

Bye
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
www.creval.it


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.


From juancanic at gmail.com  Tue Oct 15 11:20:51 2013
From: juancanic at gmail.com (juancanic)
Date: Tue, 15 Oct 2013 08:20:51 -0700 (PDT)
Subject: [rt-users] No top menu with 4.2.0 and firefox
Message-ID: <1381850451194-55487.post@n7.nabble.com>

the menu in the top (home, Search, articles etc) doesnt appear in Firefox,
with chrome and IE10 I dont have any problem



--
View this message in context: http://requesttracker.8502.n7.nabble.com/No-top-menu-with-4-2-0-and-firefox-tp55487.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From falcone at bestpractical.com  Tue Oct 15 12:44:36 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 15 Oct 2013 12:44:36 -0400
Subject: [rt-users] rt command order by question
In-Reply-To: <CE7E29E3.AFA9%qxin@cio.sc.gov>
References: <CE7E29E3.AFA9%qxin@cio.sc.gov>
Message-ID: <20131015164436.GB37001@jibsheet.com>

On Sat, Oct 12, 2013 at 02:19:18AM +0000, Xin, Qiao wrote:
>    Can I use "rt ls" command line to order by more than two fields?

rt ls only supports one order by field.

You'd need to tweak this code
https://github.com/bestpractical/rt/blob/stable/share/html/REST/1.0/search/ticket#L92
as well as bin/rt to send correctly formatted syntax for the new
support.

-kevin

>    By default, it is sorted by Ticket #. But if I sort using a different field, the Ticket# is
>    out of order for tickets with same field value.
>    I tried to order by both field and Ticket# and it does not work. Please help.
>    # rt ls  -o +field,+id "query"
>    Or
>    # rt ls  -o +field  -o +id "query"
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From falcone at bestpractical.com  Tue Oct 15 12:47:31 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 15 Oct 2013 12:47:31 -0400
Subject: [rt-users] Group chart by custom field of Queue
In-Reply-To: <1381745656658-55477.post@n7.nabble.com>
References: <1381745656658-55477.post@n7.nabble.com>
Message-ID: <20131015164731.GC37001@jibsheet.com>

You should choose one list to ask your question (not cross post to
rt-users and rt-devel).

On Mon, Oct 14, 2013 at 03:14:16AM -0700, andkulb wrote:
> My queues in RT belong to some sort of departament (custom field). How can I
> get a chart, showing tickets by departament? 
> 
> What i find out, is that charts are made by ticked dependencies, but not the
> the dependencies of tickets queues. 

While you can group by Ticket Custom Fields, you cannot group by Queue
Custom Fields at this time.

You may want to use a Scrip to set a read-only ticket custom field to
the queue custom field until this feature is supported.

-kevin
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From alexmv at bestpractical.com  Tue Oct 15 13:02:40 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Tue, 15 Oct 2013 13:02:40 -0400
Subject: [rt-users] [rt-announce] RT 4.0.18 released
Message-ID: <1381856560.31819.2.camel@umgah.localdomain>

We're pleased to announce that RT 4.0.18 is now available.

http://download.bestpractical.com/pub/rt/release/rt-4.0.18.tar.gz
http://download.bestpractical.com/pub/rt/release/rt-4.0.18.tar.gz.sig

SHA1 sums

c023227267b6fdfc4514b233d53e1b1bc31b51a1  rt-4.0.18.tar.gz
d3fb6f14b3bd51cd25cf5681d1ae668701ddc4fb  rt-4.0.18.tar.gz.sig

This release is primarily a bugfix release; most notably, it addresses
compatibility issues with recent versions of the Encode perl module.
Notable changes include:

Email
 * Cope with Encode version 2.33 and later, which altered their internal
   functionality and caused RT to double-encode Subject lines in
   outgoing email.
 * Fix HTML rendering errors in dashboard emails.
 * Fix overzealous quoting around decoded MIME words.

Administration
 * In the rights UI, entering the name of a user or group which already
   has rights will now correctly select them for rights granting, as if
   their name had been selected.
 * Display types in the "applies to" dropdown for custom fields in
   consistent order
 * Paginate the Queues list in the administrative interface into 50
   results per page.
 * Support for cascading selections with a multiple-select parent.
 * Clarify that $ParseNewMessageForTicketCcs only applies to new, and
   not existing, tickets.
 * Clarify how an undefined $RTAddressRegexp is treated, and that it
   does not come at any notable performance penalty.

Logging
 * Fix verbosity of syslog messages; now only the 'debug' level includes
   originating filename and line.
 * Include process ID in log messages, for ease of isolation in a
   multi-process environment.
 * Log the From: address of incoming mail which triggered an error, for
   ease of debugging.

Other Bugfixes
 * Avoid linking trailing punctuation, or html tags, in URL anchors in
   MakeClicky
 * Fix the Quick Search (QueueSummary) portlet when non-lowercase statuses are used.
 * Show Date and DateTime custom fields in the user's format and time
   zone in search results.
 * Allow rt-email-group-admin to be passed an email address that RT is
   not already aware of.
 * Show submitted content from the user on errors in REST submission,
   for ease of re-editing and re-submission.

A complete changelog is available from git by running:
    git log rt-4.0.17..rt-4.0.18
or visiting
    https://github.com/bestpractical/rt/compare/rt-4.0.17...rt-4.0.18


_______________________________________________
rt-announce mailing list
rt-announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce


From timothy-flynn at uiowa.edu  Tue Oct 15 13:07:20 2013
From: timothy-flynn at uiowa.edu (Flynn, Timothy)
Date: Tue, 15 Oct 2013 17:07:20 +0000
Subject: [rt-users] Errors with new instance on 4.2.0
Message-ID: <2C85466E85AA96458FA56085D70598497A6E98D2@hc-mailboxc1-n2.healthcare.uiowa.edu>

I am trying an install on a new server with Perlbrew 0.66, perl-5.18.1, fast cgi , RT 4.2.0, and RTIR 3.0.  Pretty much vanilla install right now with freshly initialized db.

When I access webpage I get the following errors in the logfile.

[warn] (104)Connection reset by peer: mod_fcgid: read data from fastcgi server error.
[debug] arch/unix/fcgid_proc_unix.c(525): (111)Connection refused: mod_fcgid: can't connect unix domain socket: /var/lib/apache2/fcgid//28251.1
[warn] (104)Connection reset by peer: mod_fcgid: read data from fastcgi server error.
[error] [client (IP ADDRESS)] Premature end of script headers: rt-server.fcgi


[info] mod_fcgid: server /opt/rt4/sbin/rt-server.fcgi(28139) started
[notice] mod_fcgid: process /opt/rt4/sbin/rt-server.fcgi(28139) exit(communication error), terminated by calling exit(), return code: 255



________________________________
Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged.  If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited.  Please reply to the sender that you have received the message in error, then delete it.  Thank you.
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From falcone at bestpractical.com  Tue Oct 15 13:19:47 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 15 Oct 2013 13:19:47 -0400
Subject: [rt-users] RT 4.2 Logo Height/width not being set
In-Reply-To: <CACg9A6_=W_Fr1HXPnQHOntkAJn-fKRY9-tz_e9KSx3BWmYSeRA@mail.gmail.com>
References: <CACg9A6_=W_Fr1HXPnQHOntkAJn-fKRY9-tz_e9KSx3BWmYSeRA@mail.gmail.com>
Message-ID: <20131015171947.GD37001@jibsheet.com>

On Tue, Oct 15, 2013 at 03:27:55AM -0400, Mathew Snyder wrote:
>    I'm trying to set the height and width of our logo to a more readable size. There doesn't
>    appear to an option for this in the theme manager. Is there CSS code that can be directly
>    entered that I'm not aware of (CSS isn't my strongest attribute)
>    I've set the $LogoImageHeight and $LogoImageWidth values in RT_SiteConfig.pm and restarted
>    httpd, but the settings aren't being effected.

The CSS is logo, applied to a div.
You can force a taller height, but be careful how that works with the
menus.  You can play around in the css box on the Theme page until you
get css that works.  You'll find that the trivial solution (something
like div#logo { height: 42 } floats behind the rest of the page and
you need to actually go change the #header div to float down, etc etc.

Keep in mind that the various themes may want different css.

Thanks for pointing out that $LogoImageHeight and $LogoImageWidth need
better language, and likely to be deprecated in a future release of RT.
I've opened http://issues.bestpractical.com/Ticket/Display.html?id=26827
about them.

-kevin
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From falcone at bestpractical.com  Tue Oct 15 13:22:26 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 15 Oct 2013 13:22:26 -0400
Subject: [rt-users] Continous-Login problem after DB move
In-Reply-To: <525D11F0.40309@cert.at>
References: <525CF0BE.7030804@cert.at>
 <525D11F0.40309@cert.at>
Message-ID: <20131015172226.GE37001@jibsheet.com>

On Tue, Oct 15, 2013 at 11:59:12AM +0200, Robert Waldner wrote:
> > I'm using RT3.8.8 from the Debian packages with postgres on a different
> > machine as a backend. Last night I moved the database from one machine
> > (postgres-8.4) to another (postgres-9.1), and pg_dumpall|psql the whole DB.
> > 
> 
> The solution is to set:
>    bytea_output = 'escape'                 # hex, escape
> in postgresql.conf (default is 'hex').

RT releases of 4.0.0 or later turn this on for you during the database
connection setup.  You were just unlucky enough to be running 3.8.8
(released in 2010) against a much newer database.

-kevin
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From falcone at bestpractical.com  Tue Oct 15 13:24:15 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 15 Oct 2013 13:24:15 -0400
Subject: [rt-users] Error in article history
In-Reply-To: <525D1F3C.3050603@creval.it>
References: <525D1F3C.3050603@creval.it>
Message-ID: <20131015172415.GF37001@jibsheet.com>

On Tue, Oct 15, 2013 at 10:56:11AM +0000, Guadagnino Cristiano wrote:
> we've been using RT 4.0.17 since a couple months without problems.
> However, I realized just today that asking for an article's history
> generates an error page.
> 
> The log reports:
> 
> [Tue Oct 15 10:50:40 2013] [error]: Can't locate object method "new" via
> package "RT::FM::Article" (perhaps you forgot to load
> "RT::FM::Article"?) at /opt/rt4/sbin/../lib/RT/ObjectCustomFieldValue.pm
> line 306.

When you upgraded from 3.8 to 4.0, did you run the various upgrading
steps for the RT::FM => Articles conversion.

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

-kevin
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From falcone at bestpractical.com  Tue Oct 15 13:26:53 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 15 Oct 2013 13:26:53 -0400
Subject: [rt-users] No top menu with 4.2.0 and firefox
In-Reply-To: <1381850451194-55487.post@n7.nabble.com>
References: <1381850451194-55487.post@n7.nabble.com>
Message-ID: <20131015172653.GG37001@jibsheet.com>

On Tue, Oct 15, 2013 at 08:20:51AM -0700, juancanic wrote:
> the menu in the top (home, Search, articles etc) doesnt appear in Firefox,
> with chrome and IE10 I dont have any problem

Unable to replicate with 24.0
You'll need to provide more information.  Most likely, the javascript
that renders the menus is running into some error on your Firefox.
Perhaps an overzealous plugin?

-kevin
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From falcone at bestpractical.com  Tue Oct 15 13:27:48 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 15 Oct 2013 13:27:48 -0400
Subject: [rt-users] Errors with new instance on 4.2.0
In-Reply-To: <2C85466E85AA96458FA56085D70598497A6E98D2@hc-mailboxc1-n2.healthcare.uiowa.edu>
References: <2C85466E85AA96458FA56085D70598497A6E98D2@hc-mailboxc1-n2.healthcare.uiowa.edu>
Message-ID: <20131015172748.GH37001@jibsheet.com>

On Tue, Oct 15, 2013 at 05:07:20PM +0000, Flynn, Timothy wrote:
>    I am trying an install on a new server with Perlbrew 0.66, perl-5.18.1, fast cgi , RT 4.2.0,
>    and RTIR 3.0.  Pretty much vanilla install right now with freshly initialized db.

RTIR 3.0 is *not* compatible with RT 4.2.0.  The error you're not
seeing is likely RT complaining about that.

-kevin
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From timothy-flynn at uiowa.edu  Tue Oct 15 13:37:04 2013
From: timothy-flynn at uiowa.edu (Flynn, Timothy)
Date: Tue, 15 Oct 2013 17:37:04 +0000
Subject: [rt-users] Errors with new instance on 4.2.0
In-Reply-To: <20131015172748.GH37001@jibsheet.com>
References: <2C85466E85AA96458FA56085D70598497A6E98D2@hc-mailboxc1-n2.healthcare.uiowa.edu>
	<20131015172748.GH37001@jibsheet.com>
Message-ID: <2C85466E85AA96458FA56085D70598497A6E9910@hc-mailboxc1-n2.healthcare.uiowa.edu>

I had suspected that but the docs said RT 4.0.something or higher.   I haven't added the line to activate RTIR to my RT_SiteConfig.pm yet so I didn't know if it was actually active yet or not.

Tim

-----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, October 15, 2013 12:28 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Errors with new instance on 4.2.0

On Tue, Oct 15, 2013 at 05:07:20PM +0000, Flynn, Timothy wrote:
>    I am trying an install on a new server with Perlbrew 0.66, perl-5.18.1, fast cgi , RT 4.2.0,
>    and RTIR 3.0.  Pretty much vanilla install right now with freshly initialized db.

RTIR 3.0 is *not* compatible with RT 4.2.0.  The error you're not seeing is likely RT complaining about that.

-kevin


________________________________
Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged.  If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited.  Please reply to the sender that you have received the message in error, then delete it.  Thank you.
________________________________


From timothy-flynn at uiowa.edu  Tue Oct 15 13:57:37 2013
From: timothy-flynn at uiowa.edu (Flynn, Timothy)
Date: Tue, 15 Oct 2013 17:57:37 +0000
Subject: [rt-users] No top menu with 4.2.0 and firefox
In-Reply-To: <20131015172653.GG37001@jibsheet.com>
References: <1381850451194-55487.post@n7.nabble.com>
	<20131015172653.GG37001@jibsheet.com>
Message-ID: <2C85466E85AA96458FA56085D70598497A6E9929@hc-mailboxc1-n2.healthcare.uiowa.edu>

Kevin,

I deleted rt 4.2.0 and dropped the database, downloaded and installed rt 4.0.18.  Appear to have the same errors without doing anything with RTIR.  I did see some old threads on mod fcgi with similar errors and returning exit 255.   This is my first time installing RT using perlbrew.  Could that be the issue?

Tim


-----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, October 15, 2013 12:27 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] No top menu with 4.2.0 and firefox

On Tue, Oct 15, 2013 at 08:20:51AM -0700, juancanic wrote:
> the menu in the top (home, Search, articles etc) doesnt appear in
> Firefox, with chrome and IE10 I dont have any problem

Unable to replicate with 24.0
You'll need to provide more information.  Most likely, the javascript that renders the menus is running into some error on your Firefox.
Perhaps an overzealous plugin?

-kevin


________________________________
Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged.  If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited.  Please reply to the sender that you have received the message in error, then delete it.  Thank you.
________________________________


From falcone at bestpractical.com  Tue Oct 15 14:27:31 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 15 Oct 2013 14:27:31 -0400
Subject: [rt-users] Errors with new instance on 4.2.0
In-Reply-To: <2C85466E85AA96458FA56085D70598497A6E9929@hc-mailboxc1-n2.healthcare.uiowa.edu>
	<2C85466E85AA96458FA56085D70598497A6E98D2@hc-mailboxc1-n2.healthcare.uiowa.edu>
Message-ID: <20131015182731.GI37001@jibsheet.com>

On Tue, Oct 15, 2013 at 05:57:37PM +0000, Flynn, Timothy wrote:
> I deleted rt 4.2.0 and dropped the database, downloaded and installed
> rt 4.0.18. Appear to have the same errors without doing anything with
> RTIR. I did see some old threads on mod fcgi with similar errors and
> returning exit 255. This is my first time installing RT using
> perlbrew. Could that be the issue?

Please don't hijack someone else's thread on the mailing list.

I highly doubt that perlbrew is causing mod_fcgid problems.

The most common problems are permission related (can apache write into
/var/lib/apache2/fcgid ?) and SELinux related (does selinux allow
apache to write into /var/lib/apache2/fcgid ?).

You can also run the standalone RT server /opt/rt4/sbin/rt-server
manually as root to ensure that you've installed and configured RT
correctly.  After doing so, be sure to clean your mason cache before
trying to configure mod_fcgid.

-kevin

On Tue, Oct 15, 2013 at 05:07:20PM +0000, Flynn, Timothy wrote:
>    I am trying an install on a new server with Perlbrew 0.66, perl-5.18.1, fast cgi , RT 4.2.0,
>    and RTIR 3.0.  Pretty much vanilla install right now with freshly initialized db.
> 
>    When I access webpage I get the following errors in the logfile.
> 
>    [warn] (104)Connection reset by peer: mod_fcgid: read data from fastcgi server error.
> 
>    [debug] arch/unix/fcgid_proc_unix.c(525): (111)Connection refused: mod_fcgid: can't connect
>    unix domain socket: /var/lib/apache2/fcgid//28251.1
> 
>    [warn] (104)Connection reset by peer: mod_fcgid: read data from fastcgi server error.
> 
>    [error] [client (IP ADDRESS)] Premature end of script headers: rt-server.fcgi
> 
>    [info] mod_fcgid: server /opt/rt4/sbin/rt-server.fcgi(28139) started
> 
>    [notice] mod_fcgid: process /opt/rt4/sbin/rt-server.fcgi(28139) exit(communication error),
>    terminated by calling exit(), return code: 255

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From timothy-flynn at uiowa.edu  Tue Oct 15 16:26:46 2013
From: timothy-flynn at uiowa.edu (Flynn, Timothy)
Date: Tue, 15 Oct 2013 20:26:46 +0000
Subject: [rt-users] Errors with new instance on 4.2.0
In-Reply-To: <20131015182731.GI37001@jibsheet.com>
References: <2C85466E85AA96458FA56085D70598497A6E9929@hc-mailboxc1-n2.healthcare.uiowa.edu>
	<2C85466E85AA96458FA56085D70598497A6E98D2@hc-mailboxc1-n2.healthcare.uiowa.edu>
	<20131015182731.GI37001@jibsheet.com>
Message-ID: <2C85466E85AA96458FA56085D70598497A6E9979@hc-mailboxc1-n2.healthcare.uiowa.edu>

Ok thank you for the recommendations Kevin.  Apologies for replying to the wrong post.

Tim

-----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, October 15, 2013 1:28 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Errors with new instance on 4.2.0

On Tue, Oct 15, 2013 at 05:57:37PM +0000, Flynn, Timothy wrote:
> I deleted rt 4.2.0 and dropped the database, downloaded and installed
> rt 4.0.18. Appear to have the same errors without doing anything with
> RTIR. I did see some old threads on mod fcgi with similar errors and
> returning exit 255. This is my first time installing RT using
> perlbrew. Could that be the issue?

Please don't hijack someone else's thread on the mailing list.

I highly doubt that perlbrew is causing mod_fcgid problems.

The most common problems are permission related (can apache write into /var/lib/apache2/fcgid ?) and SELinux related (does selinux allow apache to write into /var/lib/apache2/fcgid ?).

You can also run the standalone RT server /opt/rt4/sbin/rt-server manually as root to ensure that you've installed and configured RT correctly.  After doing so, be sure to clean your mason cache before trying to configure mod_fcgid.

-kevin

On Tue, Oct 15, 2013 at 05:07:20PM +0000, Flynn, Timothy wrote:
>    I am trying an install on a new server with Perlbrew 0.66, perl-5.18.1, fast cgi , RT 4.2.0,
>    and RTIR 3.0.  Pretty much vanilla install right now with freshly initialized db.
>
>    When I access webpage I get the following errors in the logfile.
>
>    [warn] (104)Connection reset by peer: mod_fcgid: read data from fastcgi server error.
>
>    [debug] arch/unix/fcgid_proc_unix.c(525): (111)Connection refused: mod_fcgid: can't connect
>    unix domain socket: /var/lib/apache2/fcgid//28251.1
>
>    [warn] (104)Connection reset by peer: mod_fcgid: read data from fastcgi server error.
>
>    [error] [client (IP ADDRESS)] Premature end of script headers:
> rt-server.fcgi
>
>    [info] mod_fcgid: server /opt/rt4/sbin/rt-server.fcgi(28139)
> started
>
>    [notice] mod_fcgid: process /opt/rt4/sbin/rt-server.fcgi(28139) exit(communication error),
>    terminated by calling exit(), return code: 255



________________________________
Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged.  If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited.  Please reply to the sender that you have received the message in error, then delete it.  Thank you.
________________________________


From g.mason at fairfx.com  Wed Oct 16 11:14:21 2013
From: g.mason at fairfx.com (saxmad)
Date: Wed, 16 Oct 2013 08:14:21 -0700 (PDT)
Subject: [rt-users] Some issues with message box after upgrade to 4.0.7
Message-ID: <1381936461287-55503.post@n7.nabble.com>

Hi,

I recently upgraded our old 3.6.7 instance to 4.0.7 (Debian package).

Almost immediately, our helpdesk staff were moaning at me about the lack of
some features they had got used to in the old version.  Looking at the
ticket screen, it looks to me like the message box for the comment/reply is
no longer a standard text box but some kind of specialist window.

The issues they have encountered so far are :-

1. Built-in browser spell checker no longer works
2. Copying and pasting into the box seems to keep html formatting, so large
text, images etc are being added when all they want really is a plain text
input
3. Entering some text into the message box, hitting the back button on the
browser, reading that page, hitting forward again to return to the ticket
screen, will cause the page to reload, rather than keep the text added
before the back/forwards operation.

I get the feeling that this message box is a reasonably big change to our
old RT version, so can anyone point me in the direction of some
documentation that would help me understand how to control this.  I would
imagine that i could clear up all the issues with this message box very
quickly once I understood how to control it.

Thanks,
Gary



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From Kendric.Beachey at garmin.com  Wed Oct 16 11:38:20 2013
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Wed, 16 Oct 2013 15:38:20 +0000
Subject: [rt-users] Trouble configuring time zone on RT 4.0.17
Message-ID: <074C3AE4E206DC478AB4FA128B979141168BF8E5@OLAWPA-EXMB05.ad.garmin.com>

After googling and looking at various old threads (especially one from Kim Covil and Ruslan in April 2010), I've taken all the advice I could find about making RT use our desired time zone.

* RT_SiteConfig.pm contains Set($Timezone, 'America/Chicago');
* /usr/share/zoneinfo/America/Chicago is in place
* RT's configuration page shows that it saw my Timezone setting in the site config
* I added 'PerlOptions +GlobalRequest' in our apache config above 'SetHandler modperl'
* I verified that our copy of lib/RT/Date.pm doesn't contain the typo Ruslan identified
* I've restarted apache

...and RT's web interface still conducts all its business in UTC.  What am I missing?

If any more information about our setup is needed, let me know and I can look it up.
--
Kendric Beachey


________________________________

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.



From falcone at bestpractical.com  Wed Oct 16 12:06:22 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 16 Oct 2013 12:06:22 -0400
Subject: [rt-users] Trouble configuring time zone on RT 4.0.17
In-Reply-To: <074C3AE4E206DC478AB4FA128B979141168BF8E5@OLAWPA-EXMB05.ad.garmin.com>
References: <074C3AE4E206DC478AB4FA128B979141168BF8E5@OLAWPA-EXMB05.ad.garmin.com>
Message-ID: <20131016160622.GJ37001@jibsheet.com>

On Wed, Oct 16, 2013 at 03:38:20PM +0000, Beachey, Kendric wrote:
> * RT_SiteConfig.pm contains Set($Timezone, 'America/Chicago');
> * /usr/share/zoneinfo/America/Chicago is in place
> * RT's configuration page shows that it saw my Timezone setting in the site config
> * I added 'PerlOptions +GlobalRequest' in our apache config above 'SetHandler modperl'
> * I verified that our copy of lib/RT/Date.pm doesn't contain the typo Ruslan identified
> * I've restarted apache

You're using mod_perl - see the piece in the documentation about
mod_perl and timezones.

http://bestpractical.com/docs/rt/latest/web_deployment.html#mod_perl-2.xx

-kevin
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From falcone at bestpractical.com  Wed Oct 16 12:08:00 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 16 Oct 2013 12:08:00 -0400
Subject: [rt-users] Some issues with message box after upgrade to 4.0.7
In-Reply-To: <1381936461287-55503.post@n7.nabble.com>
References: <1381936461287-55503.post@n7.nabble.com>
Message-ID: <20131016160800.GK37001@jibsheet.com>

On Wed, Oct 16, 2013 at 08:14:21AM -0700, saxmad wrote:
> I recently upgraded our old 3.6.7 instance to 4.0.7 (Debian package).
> 
> Almost immediately, our helpdesk staff were moaning at me about the lack of
> some features they had got used to in the old version.  Looking at the
> ticket screen, it looks to me like the message box for the comment/reply is
> no longer a standard text box but some kind of specialist window.
> 
> 1. Built-in browser spell checker no longer works
> 2. Copying and pasting into the box seems to keep html formatting, so large
> text, images etc are being added when all they want really is a plain text
> input
> 3. Entering some text into the message box, hitting the back button on the
> browser, reading that page, hitting forward again to return to the ticket
> screen, will cause the page to reload, rather than keep the text added
> before the back/forwards operation.
> 
> I get the feeling that this message box is a reasonably big change to our
> old RT version, so can anyone point me in the direction of some
> documentation that would help me understand how to control this.  I would
> imagine that i could clear up all the issues with this message box very
> quickly once I understood how to control it.

The message box is called CKEditor, they have their own docs if you
google.

Since it sounds like your users don't want any of the features, you can
turn it off from the config
http://bestpractical.com/docs/rt/latest/RT_Config.html#MessageBoxRichText

-kevin
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From g.mason at fairfx.com  Wed Oct 16 12:16:02 2013
From: g.mason at fairfx.com (saxmad)
Date: Wed, 16 Oct 2013 09:16:02 -0700 (PDT)
Subject: [rt-users] Some issues with message box after upgrade to 4.0.7
In-Reply-To: <20131016160800.GK37001@jibsheet.com>
References: <1381936461287-55503.post@n7.nabble.com>
	<20131016160800.GK37001@jibsheet.com>
Message-ID: <1381940162463-55507.post@n7.nabble.com>

Ah, if only they were so easy to please :-)

They actually want all the functionality they used to have.  The message box
seems to be getting in the way of it.

I can see how the RichText setting could influence the html stuff getting
pasted in, so I will try that, but having the ability to let the browser
spell checker work again, and be able to navigate away and back to the
ticket page and still have their text intact is a major need for them.

Gary




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From timothy-flynn at uiowa.edu  Wed Oct 16 15:27:29 2013
From: timothy-flynn at uiowa.edu (Flynn, Timothy)
Date: Wed, 16 Oct 2013 19:27:29 +0000
Subject: [rt-users] Errors with new instance on 4.2.0
In-Reply-To: <2C85466E85AA96458FA56085D70598497A6E9979@hc-mailboxc1-n2.healthcare.uiowa.edu>
References: <2C85466E85AA96458FA56085D70598497A6E9929@hc-mailboxc1-n2.healthcare.uiowa.edu>
	<2C85466E85AA96458FA56085D70598497A6E98D2@hc-mailboxc1-n2.healthcare.uiowa.edu>
	<20131015182731.GI37001@jibsheet.com>
	<2C85466E85AA96458FA56085D70598497A6E9979@hc-mailboxc1-n2.healthcare.uiowa.edu>
Message-ID: <2C85466E85AA96458FA56085D70598497A6E9BD0@hc-mailboxc1-n2.healthcare.uiowa.edu>

I reinstalled perlbrew to /opt/perl5 in case it was a permissions issue with perl.  Rebuilt rt 4.0.18 and all dependencies under new perl.  I've verified that RT is configured to use perl at that location:

#!/opt/perl5/perls/perl-5.18.1/bin/perl -w
(first line of rt-server.fcgi)

I still get a 500 http error when accessing the page with apache.   I did try the standalone rt server and it works fine.  I had to install Module::Refresh to get it to work.

I checked and when I start apache (/var/lib/apache2/fcgid/shm) is created and removed when stopped so I believe apache does have write access to this file and location:


I do have other RT servers with the same configuration aside from perlbrew and they work fine.   Reason I was using perlbrew is that I have plans for RT 4.2 and it's perl version requirement exceeds what my SLES 11 server has available.

This is the only error I really have to go on in apache.  Nothing is being presented in the RT log.

Apache error file:
[warn] (104)Connection reset by peer: mod_fcgid: read data from fastcgi server error.
 [error] [client XXXXX] Premature end of script headers: rt-server.fcgi

Here is my apache vhost config (servername blanked out for security)


<VirtualHost "servername here">
        ### Optional apache logs for RT
        # Ensure that your log rotation scripts know about these files
        ErrorLog /var/log/apache2/"servername"-error_log
        CustomLog /var/log/apache2/"servername"-access_log combined
        LogLevel debug

        AddDefaultCharset UTF-8

        Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/
        ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/

        DocumentRoot "/opt/rt4/share/html"
        <Location />
            Order allow,deny
            Allow from all

            Options +ExecCGI
            AddHandler fcgid-script fcgi
        </Location>
</VirtualHost>


-Tim

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Flynn, Timothy
Sent: Tuesday, October 15, 2013 3:27 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Errors with new instance on 4.2.0

Ok thank you for the recommendations Kevin.  Apologies for replying to the wrong post.

Tim

-----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, October 15, 2013 1:28 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Errors with new instance on 4.2.0

On Tue, Oct 15, 2013 at 05:57:37PM +0000, Flynn, Timothy wrote:
> I deleted rt 4.2.0 and dropped the database, downloaded and installed
> rt 4.0.18. Appear to have the same errors without doing anything with
> RTIR. I did see some old threads on mod fcgi with similar errors and
> returning exit 255. This is my first time installing RT using
> perlbrew. Could that be the issue?

Please don't hijack someone else's thread on the mailing list.

I highly doubt that perlbrew is causing mod_fcgid problems.

The most common problems are permission related (can apache write into /var/lib/apache2/fcgid ?) and SELinux related (does selinux allow apache to write into /var/lib/apache2/fcgid ?).

You can also run the standalone RT server /opt/rt4/sbin/rt-server manually as root to ensure that you've installed and configured RT correctly.  After doing so, be sure to clean your mason cache before trying to configure mod_fcgid.

-kevin

On Tue, Oct 15, 2013 at 05:07:20PM +0000, Flynn, Timothy wrote:
>    I am trying an install on a new server with Perlbrew 0.66, perl-5.18.1, fast cgi , RT 4.2.0,
>    and RTIR 3.0.  Pretty much vanilla install right now with freshly initialized db.
>
>    When I access webpage I get the following errors in the logfile.
>
>    [warn] (104)Connection reset by peer: mod_fcgid: read data from fastcgi server error.
>
>    [debug] arch/unix/fcgid_proc_unix.c(525): (111)Connection refused: mod_fcgid: can't connect
>    unix domain socket: /var/lib/apache2/fcgid//28251.1
>
>    [warn] (104)Connection reset by peer: mod_fcgid: read data from fastcgi server error.
>
>    [error] [client (IP ADDRESS)] Premature end of script headers:
> rt-server.fcgi
>
>    [info] mod_fcgid: server /opt/rt4/sbin/rt-server.fcgi(28139)
> started
>
>    [notice] mod_fcgid: process /opt/rt4/sbin/rt-server.fcgi(28139) exit(communication error),
>    terminated by calling exit(), return code: 255



________________________________
Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged.  If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited.  Please reply to the sender that you have received the message in error, then delete it.  Thank you.
________________________________


________________________________
Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged.  If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited.  Please reply to the sender that you have received the message in error, then delete it.  Thank you.
________________________________


From chrisherrmann7 at gmail.com  Wed Oct 16 17:57:07 2013
From: chrisherrmann7 at gmail.com (Chris Herrmann)
Date: Thu, 17 Oct 2013 08:57:07 +1100
Subject: [rt-users] Fwd: Some issues with message box after upgrade to 4.0.7
References: <D43C556F-0659-4C3A-8A85-E317C3C7056A@faredge.com.au>
Message-ID: <0F211E89-96BA-4C8C-A07C-E426240D3998@gmail.com>



Hi, this doesn't address the underlying question of how to change the MSG box, but if you're using Firefox you can use the Lazarus plugin to "raise your text from the dead" in the scenario you describe. You need to toggle the box into plain text mode to get the right-click Lazarus restore option. After this you can toggle it back to HTML if you want. This toggle is one of the buttons on the wysiwyg Comment box control sorry can't remember which one right now!


Chris Herrmann
Far Edge
+612 84251400
+614 03393309
http://www.faredge.com.au

From andrius.kulbis at gmail.com  Thu Oct 17 02:41:02 2013
From: andrius.kulbis at gmail.com (andkulb)
Date: Wed, 16 Oct 2013 23:41:02 -0700 (PDT)
Subject: [rt-users] Language bar on RT meniu
Message-ID: <1381992062257-55510.post@n7.nabble.com>

Hello,

Is it possible or maybe already done somewhere (can't find) to make a
language button for user to change his RT language on demand?

Regards



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From guadagnino.cristiano at creval.it  Thu Oct 17 04:33:27 2013
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Thu, 17 Oct 2013 08:33:27 +0000
Subject: [rt-users] Error in article history
In-Reply-To: <20131015172415.GF37001@jibsheet.com>
References: <525D1F3C.3050603@creval.it> <20131015172415.GF37001@jibsheet.com>
Message-ID: <525FA0C7.2090809@creval.it>

Kevin,
I did run all the upgrade steps.

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?

T.I.A.

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
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: Tue Oct 15 2013 19:24:15 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 Tue, Oct 15, 2013 at 10:56:11AM +0000, Guadagnino Cristiano wrote:


we've been using RT 4.0.17 since a couple months without problems.
However, I realized just today that asking for an article's history
generates an error page.

The log reports:

[Tue Oct 15 10:50:40 2013] [error]: Can't locate object method "new" via
package "RT::FM::Article" (perhaps you forgot to load
"RT::FM::Article"?) at /opt/rt4/sbin/../lib/RT/ObjectCustomFieldValue.pm
line 306.


When you upgraded from 3.8 to 4.0, did you run the various upgrading
steps for the RT::FM => Articles conversion.

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

-kevin


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From andrius.kulbis at gmail.com  Thu Oct 17 05:29:14 2013
From: andrius.kulbis at gmail.com (andkulb)
Date: Thu, 17 Oct 2013 02:29:14 -0700 (PDT)
Subject: [rt-users] Internal authentification only for REST API
Message-ID: <1382002154717-55512.post@n7.nabble.com>

Hello,

I'm using externat auth source (shibboleth) for my RT installation, which
redirect me to the login page, where I need to enter my username and
password. 

While using the REST API, I store my user in RT database, so I could
authenticate using database not the external source. But after succesfull
authentication via REST API I still get redirected to the external login
page.

How to fix that?

Regards,
Andrius



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Internal-authentification-only-for-REST-API-tp55512.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From g.mason at fairfx.com  Thu Oct 17 05:35:34 2013
From: g.mason at fairfx.com (saxmad)
Date: Thu, 17 Oct 2013 02:35:34 -0700 (PDT)
Subject: [rt-users] Some issues with message box after upgrade to 4.0.7
In-Reply-To: <1381940162463-55507.post@n7.nabble.com>
References: <1381936461287-55503.post@n7.nabble.com>
	<20131016160800.GK37001@jibsheet.com>
	<1381940162463-55507.post@n7.nabble.com>
Message-ID: <1382002534876-55513.post@n7.nabble.com>

Having played with the options available to each user, turning of the WYSIWYG
editor has certainly helped a lot.

By reverting to a more normal text box, spell checking is now working again
(browser functionality), and plain text is now the default for adding text,
so no unnecessary html input is taking place.

Pretty happy users again.

However, there is still the problem of traversing away and then back to the
ticket page - the message box reverts back to the original content, and any
text that may have been entered has been lost.

Is there anything that is different about the rendering of the tickets page
in 4.0.7 compared to 3.6.7 that will stop this from working ?

Thanks,
Gary




--
View this message in context: http://requesttracker.8502.n7.nabble.com/Some-issues-with-message-box-after-upgrade-to-4-0-7-tp55503p55513.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From al at efficientip.com  Thu Oct 17 08:26:01 2013
From: al at efficientip.com (Alexandre LEPREVOST)
Date: Thu, 17 Oct 2013 14:26:01 +0200
Subject: [rt-users] Question about SLA module
Message-ID: <CADRn1OVkAiZDfUpxOGizmxw2s6FJATH5qsVnet1dHMos2Cfx1A@mail.gmail.com>

Hello Ruslan

I have 3 questions about the SLA module - probably something simple for you.

- When I'm installing the SLA module, a custom field is create
automatically  - called
SLA<http://10.0.50.118/Admin/CustomFields/Modify.html?id=1>
I've changed it to something better for us : support SLA. After changed the
value, the module doesn't work anymore. Should I do something in database ?
In your documentation you say "This field is created during make
initdbstep (above) and applied globally" - Can you have an idea ?

- My second point is about multiple SLA. I would like to have 2 different
SLA - one for support, second development. Do you have any clues on how to
perform this configuration ? To be honnest I've played with the
configuration file and it was not so easy. I've tried to install the module
2 times and I see the SLA custom field 2 times, does it make sens ?

- Do you have an idea to uninstall the plugin ? In my job I need to
document it (event I won't uninstall it for sure ;))

Thank you very much Ruslan and I hope to not boring you with my questions :)
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 Michael.Polenske at skm-skyline.de  Thu Oct 17 09:20:51 2013
From: Michael.Polenske at skm-skyline.de (Michael Polenske)
Date: Thu, 17 Oct 2013 15:20:51 +0200
Subject: [rt-users] No XLS-Exort
Message-ID: <D50AFE28895EE74DB5C80EB105CC08820199F531@zserv1.skm.local>

Good afternoon,

 

I just updated our RT-4.0.17-instance to 4.2: No further problems
(without the fact that I had to install FCGI/ProcManager, which was not
checked during make upgrade). Also inside RT everything looks fine, nice
new theme J

 

Only thing is that I cannot export search-results anymore into XLS. I
enabled logging and found this in logfile:

 

 

[2734] [Thu Oct 17 13:11:01 2013] [error]: Undefined subroutine
&RT::SQL::PossibleCustomFields called at
/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Result
s.xls line 80.

 

Stack:

 
[/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Resul
ts.xls:80]

  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]

  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]

  [/opt/rt4/share/html/autohandler:53]
(/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211)

 

Any idea / hint ?

 

 

Many thanks - Michael

 

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From mmcgrath at carthage.edu  Thu Oct 17 09:18:41 2013
From: mmcgrath at carthage.edu (Max McGrath)
Date: Thu, 17 Oct 2013 08:18:41 -0500
Subject: [rt-users] Upgrade to 4.0.18, now RT not working
Message-ID: <CAH7EN_r+h_hDy8N6FjM7U68iPZuEss+HZOY2osCYg=JojEQLzw@mail.gmail.com>

This is what I'm seeing in rt.log:

[1892] [Thu Oct 17 13:17:58 2013] [error]: mkdir
/opt/rt4/var/mason_data/obj/1972688873: Permission denied at
/usr/local/share/perl/5.14.2/HTML/Mason/Compiler/ToObject.pm line 107.

Stack:
  [/usr/local/share/perl/5.14.2/Carp.pm:100]
  [/usr/share/perl/5.14/File/Path.pm:156]
  [/usr/share/perl/5.14/File/Path.pm:132]
  [/usr/share/perl/5.14/File/Path.pm:114]
  [/usr/local/share/perl/5.14.2/HTML/Mason/Compiler/ToObject.pm:107]
  [/usr/local/share/perl/5.14.2/HTML/Mason/Interp.pm:437]
  [/usr/local/share/perl/5.14.2/HTML/Mason/Request.pm:249]
  [/usr/local/share/perl/5.14.2/HTML/Mason/Request.pm:212]
  [/opt/rt4/sbin/../lib/RT/Interface/Web/Request.pm:62]
  [/usr/local/share/perl/5.14.2/Class/Container.pm:275]
  [/usr/local/share/perl/5.14.2/Class/Container.pm:353]
  [/usr/local/share/perl/5.14.2/HTML/Mason/Interp.pm:348]
  [/usr/local/share/perl/5.14.2/HTML/Mason/Interp.pm:342]
  [/usr/local/share/perl/5.14.2/HTML/Mason/PSGIHandler.pm:48]
  [/usr/local/share/perl/5.14.2/HTML/Mason/PSGIHandler/Streamy.pm:52]
  [/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:303]
  [/usr/local/share/perl/5.14.2/Plack/Util.pm:324]
  [/usr/local/share/perl/5.14.2/Plack/Handler/Apache2.pm:68]
  [/usr/local/share/perl/5.14.2/Plack/Handler/Apache2.pm:91]
  [-e:0] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)


Max
--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From mmcgrath at carthage.edu  Thu Oct 17 10:08:33 2013
From: mmcgrath at carthage.edu (Max McGrath)
Date: Thu, 17 Oct 2013 09:08:33 -0500
Subject: [rt-users] Upgrade to 4.0.18, now RT not working
In-Reply-To: <CAH7EN_r+h_hDy8N6FjM7U68iPZuEss+HZOY2osCYg=JojEQLzw@mail.gmail.com>
References: <CAH7EN_r+h_hDy8N6FjM7U68iPZuEss+HZOY2osCYg=JojEQLzw@mail.gmail.com>
Message-ID: <CAH7EN_oYrRNu==SDVb6j-t5J1yRhhj5Q8B+qernq9C=_u=4UKQ@mail.gmail.com>

Cleared mason cache again and all is well.

--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu


On Thu, Oct 17, 2013 at 8:18 AM, Max McGrath <mmcgrath at carthage.edu> wrote:

> This is what I'm seeing in rt.log:
>
> [1892] [Thu Oct 17 13:17:58 2013] [error]: mkdir
> /opt/rt4/var/mason_data/obj/1972688873: Permission denied at
> /usr/local/share/perl/5.14.2/HTML/Mason/Compiler/ToObject.pm line 107.
>
> Stack:
>   [/usr/local/share/perl/5.14.2/Carp.pm:100]
>   [/usr/share/perl/5.14/File/Path.pm:156]
>   [/usr/share/perl/5.14/File/Path.pm:132]
>   [/usr/share/perl/5.14/File/Path.pm:114]
>   [/usr/local/share/perl/5.14.2/HTML/Mason/Compiler/ToObject.pm:107]
>   [/usr/local/share/perl/5.14.2/HTML/Mason/Interp.pm:437]
>   [/usr/local/share/perl/5.14.2/HTML/Mason/Request.pm:249]
>   [/usr/local/share/perl/5.14.2/HTML/Mason/Request.pm:212]
>   [/opt/rt4/sbin/../lib/RT/Interface/Web/Request.pm:62]
>   [/usr/local/share/perl/5.14.2/Class/Container.pm:275]
>   [/usr/local/share/perl/5.14.2/Class/Container.pm:353]
>   [/usr/local/share/perl/5.14.2/HTML/Mason/Interp.pm:348]
>   [/usr/local/share/perl/5.14.2/HTML/Mason/Interp.pm:342]
>   [/usr/local/share/perl/5.14.2/HTML/Mason/PSGIHandler.pm:48]
>   [/usr/local/share/perl/5.14.2/HTML/Mason/PSGIHandler/Streamy.pm:52]
>   [/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:303]
>   [/usr/local/share/perl/5.14.2/Plack/Util.pm:324]
>   [/usr/local/share/perl/5.14.2/Plack/Handler/Apache2.pm:68]
>   [/usr/local/share/perl/5.14.2/Plack/Handler/Apache2.pm:91]
>   [-e:0] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)
>
>
> Max
> --
> Max McGrath
> Network Administrator
> Carthage College
> 262-552-5512
> mmcgrath at carthage.edu
>
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From falcone at bestpractical.com  Thu Oct 17 10:37:44 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 17 Oct 2013 10:37:44 -0400
Subject: [rt-users] Some issues with message box after upgrade to 4.0.7
In-Reply-To: <1382002534876-55513.post@n7.nabble.com>
References: <1381936461287-55503.post@n7.nabble.com>
	<20131016160800.GK37001@jibsheet.com>
	<1381940162463-55507.post@n7.nabble.com>
	<1382002534876-55513.post@n7.nabble.com>
Message-ID: <20131017143744.GL37001@jibsheet.com>

On Thu, Oct 17, 2013 at 02:35:34AM -0700, saxmad wrote:
> Having played with the options available to each user, turning of the WYSIWYG
> editor has certainly helped a lot.
> 
> By reverting to a more normal text box, spell checking is now working again
> (browser functionality), and plain text is now the default for adding text,
> so no unnecessary html input is taking place.

spell checking actually works fine with CKEditor.  If your browser
can't do as-you-type checking (Chrome and Safari work for me), then
holding down option or alt while right clicking always brings up the
browser menus.

> However, there is still the problem of traversing away and then back to the
> ticket page - the message box reverts back to the original content, and any
> text that may have been entered has been lost.
> 
> Is there anything that is different about the rendering of the tickets page
> in 4.0.7 compared to 3.6.7 that will stop this from working ?

Sounds like a local customization that you didn't forward port.
RT has never had something that saves content in the manner you
describe.

-kevin
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From falcone at bestpractical.com  Thu Oct 17 10:38:51 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 17 Oct 2013 10:38:51 -0400
Subject: [rt-users] Errors with new instance on 4.2.0
In-Reply-To: <2C85466E85AA96458FA56085D70598497A6E9BD0@hc-mailboxc1-n2.healthcare.uiowa.edu>
References: <2C85466E85AA96458FA56085D70598497A6E9929@hc-mailboxc1-n2.healthcare.uiowa.edu>
	<2C85466E85AA96458FA56085D70598497A6E98D2@hc-mailboxc1-n2.healthcare.uiowa.edu>
	<20131015182731.GI37001@jibsheet.com>
	<2C85466E85AA96458FA56085D70598497A6E9979@hc-mailboxc1-n2.healthcare.uiowa.edu>
	<2C85466E85AA96458FA56085D70598497A6E9BD0@hc-mailboxc1-n2.healthcare.uiowa.edu>
Message-ID: <20131017143851.GM37001@jibsheet.com>

On Wed, Oct 16, 2013 at 07:27:29PM +0000, Flynn, Timothy wrote:
> I reinstalled perlbrew to /opt/perl5 in case it was a permissions
> issue with perl. Rebuilt rt 4.0.18 and all dependencies under new
> perl. I've verified that RT is configured to use perl at that
> location:

Since your intent is to run 4.2.0 - why are you testing with 4.0.18?
I suggest you install the version you intend to deploy with (4.2.0)
and then run
/opt/rt4/sbin/rt-server.fcgi
as the web user and see what permission errors or other messages you
get.

-kevin

> 
> #!/opt/perl5/perls/perl-5.18.1/bin/perl -w
> (first line of rt-server.fcgi)
> 
> I still get a 500 http error when accessing the page with apache.   I did try the standalone rt server and it works fine.  I had to install Module::Refresh to get it to work.
> 
> I checked and when I start apache (/var/lib/apache2/fcgid/shm) is created and removed when stopped so I believe apache does have write access to this file and location:
> 
> 
> I do have other RT servers with the same configuration aside from perlbrew and they work fine.   Reason I was using perlbrew is that I have plans for RT 4.2 and it's perl version requirement exceeds what my SLES 11 server has available.
> 
> This is the only error I really have to go on in apache.  Nothing is being presented in the RT log.
> 
> Apache error file:
> [warn] (104)Connection reset by peer: mod_fcgid: read data from fastcgi server error.
>  [error] [client XXXXX] Premature end of script headers: rt-server.fcgi
> 
> Here is my apache vhost config (servername blanked out for security)
> 
> 
> <VirtualHost "servername here">
>         ### Optional apache logs for RT
>         # Ensure that your log rotation scripts know about these files
>         ErrorLog /var/log/apache2/"servername"-error_log
>         CustomLog /var/log/apache2/"servername"-access_log combined
>         LogLevel debug
> 
>         AddDefaultCharset UTF-8
> 
>         Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/
>         ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/
> 
>         DocumentRoot "/opt/rt4/share/html"
>         <Location />
>             Order allow,deny
>             Allow from all
> 
>             Options +ExecCGI
>             AddHandler fcgid-script fcgi
>         </Location>
> </VirtualHost>
> 
> 
> -Tim
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Flynn, Timothy
> Sent: Tuesday, October 15, 2013 3:27 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Errors with new instance on 4.2.0
> 
> Ok thank you for the recommendations Kevin.  Apologies for replying to the wrong post.
> 
> Tim
> 
> -----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, October 15, 2013 1:28 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Errors with new instance on 4.2.0
> 
> On Tue, Oct 15, 2013 at 05:57:37PM +0000, Flynn, Timothy wrote:
> > I deleted rt 4.2.0 and dropped the database, downloaded and installed
> > rt 4.0.18. Appear to have the same errors without doing anything with
> > RTIR. I did see some old threads on mod fcgi with similar errors and
> > returning exit 255. This is my first time installing RT using
> > perlbrew. Could that be the issue?
> 
> Please don't hijack someone else's thread on the mailing list.
> 
> I highly doubt that perlbrew is causing mod_fcgid problems.
> 
> The most common problems are permission related (can apache write into /var/lib/apache2/fcgid ?) and SELinux related (does selinux allow apache to write into /var/lib/apache2/fcgid ?).
> 
> You can also run the standalone RT server /opt/rt4/sbin/rt-server manually as root to ensure that you've installed and configured RT correctly.  After doing so, be sure to clean your mason cache before trying to configure mod_fcgid.
> 
> -kevin
> 
> On Tue, Oct 15, 2013 at 05:07:20PM +0000, Flynn, Timothy wrote:
> >    I am trying an install on a new server with Perlbrew 0.66, perl-5.18.1, fast cgi , RT 4.2.0,
> >    and RTIR 3.0.  Pretty much vanilla install right now with freshly initialized db.
> >
> >    When I access webpage I get the following errors in the logfile.
> >
> >    [warn] (104)Connection reset by peer: mod_fcgid: read data from fastcgi server error.
> >
> >    [debug] arch/unix/fcgid_proc_unix.c(525): (111)Connection refused: mod_fcgid: can't connect
> >    unix domain socket: /var/lib/apache2/fcgid//28251.1
> >
> >    [warn] (104)Connection reset by peer: mod_fcgid: read data from fastcgi server error.
> >
> >    [error] [client (IP ADDRESS)] Premature end of script headers:
> > rt-server.fcgi
> >
> >    [info] mod_fcgid: server /opt/rt4/sbin/rt-server.fcgi(28139)
> > started
> >
> >    [notice] mod_fcgid: process /opt/rt4/sbin/rt-server.fcgi(28139) exit(communication error),
> >    terminated by calling exit(), return code: 255
> 
> 
> 
> ________________________________
> Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged.  If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited.  Please reply to the sender that you have received the message in error, then delete it.  Thank you.
> ________________________________
> 
> 
> ________________________________
> Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged.  If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited.  Please reply to the sender that you have received the message in error, then delete it.  Thank you.
> ________________________________
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From falcone at bestpractical.com  Thu Oct 17 10:39:40 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 17 Oct 2013 10:39:40 -0400
Subject: [rt-users] Language bar on RT meniu
In-Reply-To: <1381992062257-55510.post@n7.nabble.com>
References: <1381992062257-55510.post@n7.nabble.com>
Message-ID: <20131017143940.GN37001@jibsheet.com>

On Wed, Oct 16, 2013 at 11:41:02PM -0700, andkulb wrote:
> Is it possible or maybe already done somewhere (can't find) to make a
> language button for user to change his RT language on demand?

The dropdown is on the user's About Me page available from the
Settings menu under 'Logged in as'.

-kevin
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From falcone at bestpractical.com  Thu Oct 17 10:40:50 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 17 Oct 2013 10:40:50 -0400
Subject: [rt-users] Error in article history
In-Reply-To: <525FA0C7.2090809@creval.it>
References: <525D1F3C.3050603@creval.it> <20131015172415.GF37001@jibsheet.com>
	<525FA0C7.2090809@creval.it>
Message-ID: <20131017144050.GO37001@jibsheet.com>

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 falcone at bestpractical.com  Thu Oct 17 10:41:52 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 17 Oct 2013 10:41:52 -0400
Subject: [rt-users] Internal authentification only for REST API
In-Reply-To: <1382002154717-55512.post@n7.nabble.com>
References: <1382002154717-55512.post@n7.nabble.com>
Message-ID: <20131017144152.GP37001@jibsheet.com>

On Thu, Oct 17, 2013 at 02:29:14AM -0700, andkulb wrote:
> I'm using externat auth source (shibboleth) for my RT installation, which
> redirect me to the login page, where I need to enter my username and
> password. 
> 
> While using the REST API, I store my user in RT database, so I could
> authenticate using database not the external source. But after succesfull
> authentication via REST API I still get redirected to the external login
> page.

Configure apache not to require shibboleth for things under /REST/
My guess is you're using an Unprivileged user to test and being
redirected to /SelfService/ which triggers shibboleth.

-kevin
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From falcone at bestpractical.com  Thu Oct 17 10:44:18 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 17 Oct 2013 10:44:18 -0400
Subject: [rt-users] Question about SLA module
In-Reply-To: <CADRn1OVkAiZDfUpxOGizmxw2s6FJATH5qsVnet1dHMos2Cfx1A@mail.gmail.com>
References: <CADRn1OVkAiZDfUpxOGizmxw2s6FJATH5qsVnet1dHMos2Cfx1A@mail.gmail.com>
Message-ID: <20131017144418.GQ37001@jibsheet.com>

On Thu, Oct 17, 2013 at 02:26:01PM +0200, Alexandre LEPREVOST wrote:
>    - When I'm installing the SLA module, a custom field is create automatically - called [1]SLA
>    I've changed it to something better for us : support SLA. After changed the value, the module
>    doesn't work anymore. Should I do something in database ? In your documentation you say "This
>    field is created during make initdb step (above) and applied globally" - Can you have an idea

The Custom Field name in use by the module is hard coded to SLA.
To use another name you'll need to provide a patch to make it
flexible.

>    - My second point is about multiple SLA. I would like to have 2 different SLA - one for
>    support, second development. Do you have any clues on how to perform this configuration ? To
>    be honnest I've played with the configuration file and it was not so easy. I've tried to
>    install the module 2 times and I see the SLA custom field 2 times, does it make sens ?

It's quite possible to have different SLAs per Queue, we do, it's
shown in the documentation.

Also, in the README, where it says 
    make initdb (for the first time only)
you ran in twice, you'll want to disable or delete the second
extraneous SLA custom field.

>    - Do you have an idea to uninstall the plugin ? In my job I need to document it (event I won't
>    uninstall it for sure ;))

Remove from @Plugins line, disable Scrips and Custom Fields.

-kevin
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From falcone at bestpractical.com  Thu Oct 17 10:46:01 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 17 Oct 2013 10:46:01 -0400
Subject: [rt-users] No XLS-Exort
In-Reply-To: <D50AFE28895EE74DB5C80EB105CC08820199F531@zserv1.skm.local>
References: <D50AFE28895EE74DB5C80EB105CC08820199F531@zserv1.skm.local>
Message-ID: <20131017144601.GR37001@jibsheet.com>

On Thu, Oct 17, 2013 at 03:20:51PM +0200, Michael Polenske wrote:
>    I just updated our RT-4.0.17-instance to 4.2: No further problems (without the fact that I had
>    to install FCGI/ProcManager, which was not checked during make upgrade). Also inside RT
>    everything looks fine, nice new theme J

How did you ./configure RT?

> 
>    Only thing is that I cannot export search-results anymore into XLS. I enabled logging and
>    found this in logfile:
> 
>    [2734] [Thu Oct 17 13:11:01 2013] [error]: Undefined subroutine &RT::SQL::PossibleCustomFields
>    called at /opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls line
>    80.

That is an extension, not maintained by Best Practical Solutions.
Have you filed a bug using the BUGS? documentation included in the
module?
http://search.cpan.org/dist/RT-Extension-SearchResults-XLS/lib/RT/Extension/SearchResults/XLS.pm

-kevin
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From mathew.snyder at gmail.com  Thu Oct 17 16:19:15 2013
From: mathew.snyder at gmail.com (Mathew Snyder)
Date: Thu, 17 Oct 2013 16:19:15 -0400
Subject: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP
	settings, please
Message-ID: <CACg9A6-VwKkywnCAq2103Wgfp7r0PHjPW_NnuD4rUZNkT+8C_g@mail.gmail.com>

These are the settings I've started with:

Set($ExternalSettings, {
    'AD'       =>  {
        'type'                      =>  'ldap',
        'server'                    =>  'domain_controller.example.com',
        'base'                      =>  'dc=example,dc=com',
        'user'                      =>  'rtuser',
        'pass'                      =>  '********',
        'filter'                    =>  '(ObjectClass=*)',
        'tls'                       =>  0,
        'ssl_version'               =>  3,
        'net_ldap_args'             => [    version =>  3   ],
        'attr_match_list' => [
            'EmailAddress',
        ],
        'attr_map' => {
            'Name' => 'sAMAccountName',
            'EmailAddress' => 'mail',
            'RealName' => 'cn',
        },

They aren't working. Whenever someone attempts an initial login with just
their username (which should create their RT account) the following error
is logged:
Oct 17 15:02:29 zen-rt RT: [23131] Use of uninitialized value in string eq
at
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 613.
Oct 17 15:02:29 zen-rt RT: [23131]
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
EmailAddress: , Gecos: user, Name: user, Privileged:
Oct 17 16:14:01 zen-rt RT: [24382] Couldn't create user user: Could not set
user info
Oct 17 16:14:01 zen-rt RT: [24382] FAILED LOGIN for user from
192.168.236.102

When initial logins are attempted with either example\username or
example.com\username only the FAILED LOGIN line is displayed.

We also have our Openfire Jabber server authenticating successfully. Those
settings are
ldap.autoFollowAliasReferrals = true
ldap.autoFollowReferrals = false
ldap.baseDN = dc=example,dc=com
ldap.connectionPoolEnabled = true
ldap.debugEnabled = false
ldap.emailField = mail
ldap.encloseDNs = true
ldap.groupDescriptionField = description
ldap.groupMemberField = member
ldap.groupNameField = cn
ldap.groupSearchFilter = (objectClass=group)
ldap.host = domain_controller.example.com
ldap.ldapDebugEnabled = false
ldap.nameField = cn
ldap.port = 389
ldap.searchFilter = (objectClass=*)
ldap.usernameField = sAMAccountName


I know they don't match up exactly in terms of what Openfire calls the
settings vs. what RT does, but I'm hoping someone can help me sort out what
should be plugged in where on the RT side. For example, I don't know what
the group_attr or group_attr_value setting should contain (if anything) in
the RT_SiteConfig.pm file. Basically, anything from the "group" settings.

-Mathew

"When you do things right, people won't be sure you've done anything at
all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither
am I." - Me
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From jsolberg at intrepidls.com  Thu Oct 17 16:27:52 2013
From: jsolberg at intrepidls.com (Jeff Solberg)
Date: Thu, 17 Oct 2013 20:27:52 +0000
Subject: [rt-users] I need help with the RT-Authen-ExternalAuth
	LDAP	settings, please
In-Reply-To: <CACg9A6-VwKkywnCAq2103Wgfp7r0PHjPW_NnuD4rUZNkT+8C_g@mail.gmail.com>
References: <CACg9A6-VwKkywnCAq2103Wgfp7r0PHjPW_NnuD4rUZNkT+8C_g@mail.gmail.com>
Message-ID: <66F399A5340D2E44B1D4A4672B6489760144D6AA@canis.intrepidls.com>

For your ?server? try using IP rather than hostname.
Second for the ?user? field try using the DN name for your AD Binding user?{cn=some_user,ou=some_ou,dc=some_domain,dc=com

Hope this helps..

Jeff



From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew Snyder
Sent: Thursday, October 17, 2013 1:19 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP settings, please

These are the settings I've started with:

Set($ExternalSettings, {
    'AD'       =>  {
        'type'                      =>  'ldap',
        'server'                    =>  'domain_controller.example.com<http://domain_controller.example.com>',
        'base'                      =>  'dc=example,dc=com',
        'user'                      =>  'rtuser',
        'pass'                      =>  '********',
        'filter'                    =>  '(ObjectClass=*)',
        'tls'                       =>  0,
        'ssl_version'               =>  3,
        'net_ldap_args'             => [    version =>  3   ],
        'attr_match_list' => [
            'EmailAddress',
        ],
        'attr_map' => {
            'Name' => 'sAMAccountName',
            'EmailAddress' => 'mail',
            'RealName' => 'cn',
        },

They aren't working. Whenever someone attempts an initial login with just their username (which should create their RT account) the following error is logged:
Oct 17 15:02:29 zen-rt RT: [23131] Use of uninitialized value in string eq at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 613.
Oct 17 15:02:29 zen-rt RT: [23131] RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: , EmailAddress: , Gecos: user, Name: user, Privileged:
Oct 17 16:14:01 zen-rt RT: [24382] Couldn't create user user: Could not set user info
Oct 17 16:14:01 zen-rt RT: [24382] FAILED LOGIN for user from 192.168.236.102

When initial logins are attempted with either example\username or example.com<http://example.com>\username only the FAILED LOGIN line is displayed.

We also have our Openfire Jabber server authenticating successfully. Those settings are
ldap.autoFollowAliasReferrals = true
ldap.autoFollowReferrals = false
ldap.baseDN = dc=example,dc=com
ldap.connectionPoolEnabled = true
ldap.debugEnabled = false
ldap.emailField = mail
ldap.encloseDNs = true
ldap.groupDescriptionField = description
ldap.groupMemberField = member
ldap.groupNameField = cn
ldap.groupSearchFilter = (objectClass=group)
ldap.host = domain_controller.example.com<http://domain_controller.example.com>
ldap.ldapDebugEnabled = false
ldap.nameField = cn
ldap.port = 389
ldap.searchFilter = (objectClass=*)
ldap.usernameField = sAMAccountName


I know they don't match up exactly in terms of what Openfire calls the settings vs. what RT does, but I'm hoping someone can help me sort out what should be plugged in where on the RT side. For example, I don't know what the group_attr or group_attr_value setting should contain (if anything) in the RT_SiteConfig.pm file. Basically, anything from the "group" settings.

-Mathew

"When you do things right, people won't be sure you've done anything at all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither am I." - Me
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From mathew.snyder at gmail.com  Thu Oct 17 16:39:53 2013
From: mathew.snyder at gmail.com (Mathew Snyder)
Date: Thu, 17 Oct 2013 16:39:53 -0400
Subject: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP
 settings, please
In-Reply-To: <66F399A5340D2E44B1D4A4672B6489760144D6AA@canis.intrepidls.com>
References: <CACg9A6-VwKkywnCAq2103Wgfp7r0PHjPW_NnuD4rUZNkT+8C_g@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B6489760144D6AA@canis.intrepidls.com>
Message-ID: <CACg9A6-iYLLyuoP5E8pn1pj8=Zy5rELAvWpP+6gXSrJFtJ5mSw@mail.gmail.com>

I didn't know the OU until a few moments ago so I only entered
"cn=user,dc=example,dc=com". That did seem to make a difference. However,
I'm still not able to log in. Perhaps for other reasons, though:

Oct 17 16:33:11 zen-rt RT: [24525]
RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind:
LDAP_INVALID_CREDENTIALS 49
Oct 17 16:33:11 zen-rt RT: [24525] FAILED LOGIN for example\user from
192.168.236.102

I know I'm entering my username and password correctly and have again tried
just the username, example\username, and example.com\username. I'm
wondering if the LDAP_INVALID_CREDENTIALS error is because of the missing
OU. I do know it now, but how do I enter an OU that has two words? I was
told it is example.com/Special Accounts.

-Mathew

"When you do things right, people won't be sure you've done anything at
all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither
am I." - Me


On Thu, Oct 17, 2013 at 4:27 PM, Jeff Solberg <jsolberg at intrepidls.com>wrote:

>  For your ?server? try using IP rather than hostname.****
>
> Second for the ?user? field try using the DN name for your AD Binding
> user?{cn=some_user,ou=some_ou,dc=some_domain,dc=com****
>
> ** **
>
> Hope this helps..****
>
> ** **
>
> Jeff****
>
> ** **
>
> ** **
>
> ** **
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Mathew Snyder
> *Sent:* Thursday, October 17, 2013 1:19 PM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* [rt-users] I need help with the RT-Authen-ExternalAuth LDAP
> settings, please****
>
> ** **
>
> These are the settings I've started with:****
>
> ** **
>
> Set($ExternalSettings, {****
>
>     'AD'       =>  {****
>
>         'type'                      =>  'ldap',****
>
>         'server'                    =>  'domain_controller.example.com',**
> **
>
>         'base'                      =>  'dc=example,dc=com',****
>
>         'user'                      =>  'rtuser',****
>
>         'pass'                      =>  '********',****
>
>         'filter'                    =>  '(ObjectClass=*)',****
>
>         'tls'                       =>  0,****
>
>         'ssl_version'               =>  3,****
>
>         'net_ldap_args'             => [    version =>  3   ],****
>
>         'attr_match_list' => [****
>
>             'EmailAddress',****
>
>         ],****
>
>         'attr_map' => {****
>
>             'Name' => 'sAMAccountName',****
>
>             'EmailAddress' => 'mail',****
>
>             'RealName' => 'cn',****
>
>         },****
>
> ** **
>
> They aren't working. Whenever someone attempts an initial login with just
> their username (which should create their RT account) the following error
> is logged:****
>
> Oct 17 15:02:29 zen-rt RT: [23131] Use of uninitialized value in string eq
> at
> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
> line 613.****
>
> Oct 17 15:02:29 zen-rt RT: [23131]
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
> EmailAddress: , Gecos: user, Name: user, Privileged:****
>
> Oct 17 16:14:01 zen-rt RT: [24382] Couldn't create user user: Could not
> set user info****
>
> Oct 17 16:14:01 zen-rt RT: [24382] FAILED LOGIN for user from
> 192.168.236.102****
>
> ** **
>
> When initial logins are attempted with either example\username or
> example.com\username only the FAILED LOGIN line is displayed.****
>
> ** **
>
> We also have our Openfire Jabber server authenticating successfully. Those
> settings are****
>
> ldap.autoFollowAliasReferrals = true****
>
> ldap.autoFollowReferrals = false****
>
> ldap.baseDN = dc=example,dc=com****
>
> ldap.connectionPoolEnabled = true****
>
> ldap.debugEnabled = false****
>
> ldap.emailField = mail****
>
> ldap.encloseDNs = true****
>
> ldap.groupDescriptionField = description****
>
> ldap.groupMemberField = member****
>
> ldap.groupNameField = cn****
>
> ldap.groupSearchFilter = (objectClass=group)****
>
> ldap.host = domain_controller.example.com****
>
> ldap.ldapDebugEnabled = false****
>
> ldap.nameField = cn****
>
> ldap.port = 389****
>
> ldap.searchFilter = (objectClass=*)****
>
> ldap.usernameField = sAMAccountName****
>
> ** **
>
> ** **
>
> I know they don't match up exactly in terms of what Openfire calls the
> settings vs. what RT does, but I'm hoping someone can help me sort out what
> should be plugged in where on the RT side. For example, I don't know what
> the group_attr or group_attr_value setting should contain (if anything) in
> the RT_SiteConfig.pm file. Basically, anything from the "group" settings.*
> ***
>
> ** **
>
> -Mathew
>
> "When you do things right, people won't be sure you've done anything at
> all." - God; Futurama****
>
> ** **
>
> "We'll get along much better once you accept that you're wrong and
> neither am I." - Me****
>
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From jsolberg at intrepidls.com  Thu Oct 17 16:50:29 2013
From: jsolberg at intrepidls.com (Jeff Solberg)
Date: Thu, 17 Oct 2013 20:50:29 +0000
Subject: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP
 settings, please
In-Reply-To: <CACg9A6-iYLLyuoP5E8pn1pj8=Zy5rELAvWpP+6gXSrJFtJ5mSw@mail.gmail.com>
References: <CACg9A6-VwKkywnCAq2103Wgfp7r0PHjPW_NnuD4rUZNkT+8C_g@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B6489760144D6AA@canis.intrepidls.com>
	<CACg9A6-iYLLyuoP5E8pn1pj8=Zy5rELAvWpP+6gXSrJFtJ5mSw@mail.gmail.com>
Message-ID: <66F399A5340D2E44B1D4A4672B6489760144DE4A@canis.intrepidls.com>

You shouldn?t need to preface the domain in your username string. Also to enter in an OU with 2 words just simply enter it is ?OU=Special Accounts?..

To verify the CN name for your Bind account in AD, do a find/search on your bind user account, right-click on the object and select properties. Choose the Attribute Editor tab and scroll down to ?distringuishedName?. This will give you the exact name.

Jeff

From: Mathew Snyder [mailto:mathew.snyder at gmail.com]
Sent: Thursday, October 17, 2013 1:40 PM
To: Jeff Solberg
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP settings, please

I didn't know the OU until a few moments ago so I only entered "cn=user,dc=example,dc=com". That did seem to make a difference. However, I'm still not able to log in. Perhaps for other reasons, though:

Oct 17 16:33:11 zen-rt RT: [24525] RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_INVALID_CREDENTIALS 49
Oct 17 16:33:11 zen-rt RT: [24525] FAILED LOGIN for example\user from 192.168.236.102

I know I'm entering my username and password correctly and have again tried just the username, example\username, and example.com<http://example.com>\username. I'm wondering if the LDAP_INVALID_CREDENTIALS error is because of the missing OU. I do know it now, but how do I enter an OU that has two words? I was told it is example.com/Special<http://example.com/Special> Accounts.

-Mathew

"When you do things right, people won't be sure you've done anything at all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither am I." - Me

On Thu, Oct 17, 2013 at 4:27 PM, Jeff Solberg <jsolberg at intrepidls.com<mailto:jsolberg at intrepidls.com>> wrote:
For your ?server? try using IP rather than hostname.
Second for the ?user? field try using the DN name for your AD Binding user?{cn=some_user,ou=some_ou,dc=some_domain,dc=com

Hope this helps..

Jeff



From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Mathew Snyder
Sent: Thursday, October 17, 2013 1:19 PM
To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP settings, please

These are the settings I've started with:

Set($ExternalSettings, {
    'AD'       =>  {
        'type'                      =>  'ldap',
        'server'                    =>  'domain_controller.example.com<http://domain_controller.example.com>',
        'base'                      =>  'dc=example,dc=com',
        'user'                      =>  'rtuser',
        'pass'                      =>  '********',
        'filter'                    =>  '(ObjectClass=*)',
        'tls'                       =>  0,
        'ssl_version'               =>  3,
        'net_ldap_args'             => [    version =>  3   ],
        'attr_match_list' => [
            'EmailAddress',
        ],
        'attr_map' => {
            'Name' => 'sAMAccountName',
            'EmailAddress' => 'mail',
            'RealName' => 'cn',
        },

They aren't working. Whenever someone attempts an initial login with just their username (which should create their RT account) the following error is logged:
Oct 17 15:02:29 zen-rt RT: [23131] Use of uninitialized value in string eq at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 613.
Oct 17 15:02:29 zen-rt RT: [23131] RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: , EmailAddress: , Gecos: user, Name: user, Privileged:
Oct 17 16:14:01 zen-rt RT: [24382] Couldn't create user user: Could not set user info
Oct 17 16:14:01 zen-rt RT: [24382] FAILED LOGIN for user from 192.168.236.102

When initial logins are attempted with either example\username or example.com<http://example.com>\username only the FAILED LOGIN line is displayed.

We also have our Openfire Jabber server authenticating successfully. Those settings are
ldap.autoFollowAliasReferrals = true
ldap.autoFollowReferrals = false
ldap.baseDN = dc=example,dc=com
ldap.connectionPoolEnabled = true
ldap.debugEnabled = false
ldap.emailField = mail
ldap.encloseDNs = true
ldap.groupDescriptionField = description
ldap.groupMemberField = member
ldap.groupNameField = cn
ldap.groupSearchFilter = (objectClass=group)
ldap.host = domain_controller.example.com<http://domain_controller.example.com>
ldap.ldapDebugEnabled = false
ldap.nameField = cn
ldap.port = 389
ldap.searchFilter = (objectClass=*)
ldap.usernameField = sAMAccountName


I know they don't match up exactly in terms of what Openfire calls the settings vs. what RT does, but I'm hoping someone can help me sort out what should be plugged in where on the RT side. For example, I don't know what the group_attr or group_attr_value setting should contain (if anything) in the RT_SiteConfig.pm file. Basically, anything from the "group" settings.

-Mathew

"When you do things right, people won't be sure you've done anything at all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither am I." - Me

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From mathew.snyder at gmail.com  Thu Oct 17 16:50:20 2013
From: mathew.snyder at gmail.com (Mathew Snyder)
Date: Thu, 17 Oct 2013 16:50:20 -0400
Subject: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP
 settings, please
In-Reply-To: <CACg9A6-iYLLyuoP5E8pn1pj8=Zy5rELAvWpP+6gXSrJFtJ5mSw@mail.gmail.com>
References: <CACg9A6-VwKkywnCAq2103Wgfp7r0PHjPW_NnuD4rUZNkT+8C_g@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B6489760144D6AA@canis.intrepidls.com>
	<CACg9A6-iYLLyuoP5E8pn1pj8=Zy5rELAvWpP+6gXSrJFtJ5mSw@mail.gmail.com>
Message-ID: <CACg9A6-fDT520gTFSaGGctoT7R4aHMEnOPs0WoJ_FZXf02YtsA@mail.gmail.com>

I found another thread that indicated that the solution to the second
problem was to add @domain to the end of the username. That just reverted
to the previous list of errors with a couple new ones.

Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $_[1] in join
or string at /usr/local/share/perl5/Log/Dispatch.pm line 42.
Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $service in
hash element at
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 611.
Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value in string eq
at
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 613.
Oct 17 16:47:50 zen-rt RT: [24673]
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
EmailAddress: , Gecos: user, Name: user, Privileged:
Oct 17 16:47:50 zen-rt RT: [24673] Couldn't create user user: Could not set
user info
Oct 17 16:47:50 zen-rt RT: [24673] FAILED LOGIN for user from
192.168.236.102


-Mathew

"When you do things right, people won't be sure you've done anything at
all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither
am I." - Me


On Thu, Oct 17, 2013 at 4:39 PM, Mathew Snyder <mathew.snyder at gmail.com>wrote:

> I didn't know the OU until a few moments ago so I only entered
> "cn=user,dc=example,dc=com". That did seem to make a difference. However,
> I'm still not able to log in. Perhaps for other reasons, though:
>
> Oct 17 16:33:11 zen-rt RT: [24525]
> RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind:
> LDAP_INVALID_CREDENTIALS 49
> Oct 17 16:33:11 zen-rt RT: [24525] FAILED LOGIN for example\user from
> 192.168.236.102
>
> I know I'm entering my username and password correctly and have again
> tried just the username, example\username, and example.com\username. I'm
> wondering if the LDAP_INVALID_CREDENTIALS error is because of the missing
> OU. I do know it now, but how do I enter an OU that has two words? I was
> told it is example.com/Special Accounts.
>
> -Mathew
>
> "When you do things right, people won't be sure you've done anything at
> all." - God; Futurama
>
> "We'll get along much better once you accept that you're wrong and
> neither am I." - Me
>
>
> On Thu, Oct 17, 2013 at 4:27 PM, Jeff Solberg <jsolberg at intrepidls.com>wrote:
>
>>  For your ?server? try using IP rather than hostname.****
>>
>> Second for the ?user? field try using the DN name for your AD Binding
>> user?{cn=some_user,ou=some_ou,dc=some_domain,dc=com****
>>
>> ** **
>>
>> Hope this helps..****
>>
>> ** **
>>
>> Jeff****
>>
>> ** **
>>
>> ** **
>>
>> ** **
>>
>> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
>> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Mathew Snyder
>> *Sent:* Thursday, October 17, 2013 1:19 PM
>> *To:* rt-users at lists.bestpractical.com
>> *Subject:* [rt-users] I need help with the RT-Authen-ExternalAuth LDAP
>> settings, please****
>>
>> ** **
>>
>> These are the settings I've started with:****
>>
>> ** **
>>
>> Set($ExternalSettings, {****
>>
>>     'AD'       =>  {****
>>
>>         'type'                      =>  'ldap',****
>>
>>         'server'                    =>  'domain_controller.example.com',*
>> ***
>>
>>         'base'                      =>  'dc=example,dc=com',****
>>
>>         'user'                      =>  'rtuser',****
>>
>>         'pass'                      =>  '********',****
>>
>>         'filter'                    =>  '(ObjectClass=*)',****
>>
>>         'tls'                       =>  0,****
>>
>>         'ssl_version'               =>  3,****
>>
>>         'net_ldap_args'             => [    version =>  3   ],****
>>
>>         'attr_match_list' => [****
>>
>>             'EmailAddress',****
>>
>>         ],****
>>
>>         'attr_map' => {****
>>
>>             'Name' => 'sAMAccountName',****
>>
>>             'EmailAddress' => 'mail',****
>>
>>             'RealName' => 'cn',****
>>
>>         },****
>>
>> ** **
>>
>> They aren't working. Whenever someone attempts an initial login with just
>> their username (which should create their RT account) the following error
>> is logged:****
>>
>> Oct 17 15:02:29 zen-rt RT: [23131] Use of uninitialized value in string
>> eq at
>> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
>> line 613.****
>>
>> Oct 17 15:02:29 zen-rt RT: [23131]
>> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
>> EmailAddress: , Gecos: user, Name: user, Privileged:****
>>
>> Oct 17 16:14:01 zen-rt RT: [24382] Couldn't create user user: Could not
>> set user info****
>>
>> Oct 17 16:14:01 zen-rt RT: [24382] FAILED LOGIN for user from
>> 192.168.236.102****
>>
>> ** **
>>
>> When initial logins are attempted with either example\username or
>> example.com\username only the FAILED LOGIN line is displayed.****
>>
>> ** **
>>
>> We also have our Openfire Jabber server authenticating successfully.
>> Those settings are****
>>
>> ldap.autoFollowAliasReferrals = true****
>>
>> ldap.autoFollowReferrals = false****
>>
>> ldap.baseDN = dc=example,dc=com****
>>
>> ldap.connectionPoolEnabled = true****
>>
>> ldap.debugEnabled = false****
>>
>> ldap.emailField = mail****
>>
>> ldap.encloseDNs = true****
>>
>> ldap.groupDescriptionField = description****
>>
>> ldap.groupMemberField = member****
>>
>> ldap.groupNameField = cn****
>>
>> ldap.groupSearchFilter = (objectClass=group)****
>>
>> ldap.host = domain_controller.example.com****
>>
>> ldap.ldapDebugEnabled = false****
>>
>> ldap.nameField = cn****
>>
>> ldap.port = 389****
>>
>> ldap.searchFilter = (objectClass=*)****
>>
>> ldap.usernameField = sAMAccountName****
>>
>> ** **
>>
>> ** **
>>
>> I know they don't match up exactly in terms of what Openfire calls the
>> settings vs. what RT does, but I'm hoping someone can help me sort out what
>> should be plugged in where on the RT side. For example, I don't know what
>> the group_attr or group_attr_value setting should contain (if anything) in
>> the RT_SiteConfig.pm file. Basically, anything from the "group" settings.
>> ****
>>
>> ** **
>>
>> -Mathew
>>
>> "When you do things right, people won't be sure you've done anything at
>> all." - God; Futurama****
>>
>> ** **
>>
>> "We'll get along much better once you accept that you're wrong and
>> neither am I." - Me****
>>
>
>
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From ges at wingfoot.org  Thu Oct 17 16:58:39 2013
From: ges at wingfoot.org (Glenn Sieb)
Date: Thu, 17 Oct 2013 16:58:39 -0400
Subject: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP
 settings, please
In-Reply-To: <CACg9A6-fDT520gTFSaGGctoT7R4aHMEnOPs0WoJ_FZXf02YtsA@mail.gmail.com>
References: <CACg9A6-VwKkywnCAq2103Wgfp7r0PHjPW_NnuD4rUZNkT+8C_g@mail.gmail.com>	<66F399A5340D2E44B1D4A4672B6489760144D6AA@canis.intrepidls.com>	<CACg9A6-iYLLyuoP5E8pn1pj8=Zy5rELAvWpP+6gXSrJFtJ5mSw@mail.gmail.com>
	<CACg9A6-fDT520gTFSaGGctoT7R4aHMEnOPs0WoJ_FZXf02YtsA@mail.gmail.com>
Message-ID: <52604F7F.6060507@wingfoot.org>

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

These are the settings I've used in the past...

Set( $ExternalAuthPriority, ['My_LDAP']);
Set( $ExternalServiceUsesSSLorTLS, 0);
Set( $AutoCreateNonExternalUsers, 1);
Set( $ExternalInfoPriority,  ['My_LDAP']);
Set( $ExternalSettings,      {'My_LDAP'       =>  {   ## GENERIC SECTION
				'type'                      =>  'ldap',
				'server'                    =>  'myserver.intranet.local',
				'port' => '389',
				'user' => 'myROuser at intranet.local',
				'pass' => 'password',
				'base'                  =>  'dc=intranet,dc=local',
				'filter'                    =>  '(objectClass=*)',
				'd_filter'                  =>
'(userAccountControl:1.2.840.113556.1.4.803:=2)',
				'net_ldap_args'             => [    version =>  3  ],
				'attr_match_list'           => [    'Name', 'EmailAddress' ],
				'attr_map'                  =>  {
				'Name' => 'sAMAccountName',
				'EmailAddress' => 'mail',
				'RealName' => 'cn',
				'ExternalAuthId' => 'sAMAccountName',
				'Gecos' => 'sAMAccountName',
				'WorkPhone' => 'telephoneNumber',
				}
                                                    },
				});

Hopefully this helps you out..

Best,
- --Glenn
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From jsolberg at intrepidls.com  Thu Oct 17 17:00:18 2013
From: jsolberg at intrepidls.com (Jeff Solberg)
Date: Thu, 17 Oct 2013 21:00:18 +0000
Subject: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP
 settings, please
In-Reply-To: <CACg9A6-fDT520gTFSaGGctoT7R4aHMEnOPs0WoJ_FZXf02YtsA@mail.gmail.com>
References: <CACg9A6-VwKkywnCAq2103Wgfp7r0PHjPW_NnuD4rUZNkT+8C_g@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B6489760144D6AA@canis.intrepidls.com>
	<CACg9A6-iYLLyuoP5E8pn1pj8=Zy5rELAvWpP+6gXSrJFtJ5mSw@mail.gmail.com>
	<CACg9A6-fDT520gTFSaGGctoT7R4aHMEnOPs0WoJ_FZXf02YtsA@mail.gmail.com>
Message-ID: <66F399A5340D2E44B1D4A4672B6489760144E22C@canis.intrepidls.com>

Here is a copy of my working ExternalAuth Config..Hope this helps..

#PLUGINS
Set( @Plugins, qw(RT::Authen::ExternalAuth));

#External Auth Settings
#Set($WebExternalAuth , 1);
#Set($WebFallbackToInternalAuth , 1);
#Set(WebExternalAuto , 1);
Set($ExternalAuthPriority, [ 'My_LDAP',] );
Set($ExternalInfoPriority, [ 'My_LDAP',] );
Set($ExternalServiceUsesSSLorTLS, 0);
Set($AutoCreateNonExternalUsers, 0);
Set($ExternalSettings, {
    'My_LDAP'       =>  {
        'type'                      =>  'ldap',
        'server'                    =>  '10.10.x.x',
        'user'                      =>  'cn= Bind Ldap,ou=User_Logins,dc=xxx,dc=xxx',
        'pass'                    =>  'xxxxx',
        'base'                      =>  'dc=xxx,dc=xxx',
        'filter'                    =>  '(&(ObjectCategory=User)(ObjectClass=Person))',
        'd_filter'                  =>  '(userAccountControl:1.2.840.113556.1.4.803=2)',
#       'group'                     =>  'cn=Domain Users,ou=Groups_Security,dc=xxx,dc=xxx',
#       'group_attr'                =>  'member',
        'tls'                       =>  0,
        'ssl_version'               =>  3,
        'net_ldap_args'             => [    version =>  3 ],
        'group_scope'               =>  'base',
#        'group_attr_value'          =>  'GROUP_ATTR_VALUE',
        'attr_match_list' => [
            'Name',
            'EmailAddress',
        ],
        'attr_map' => {
            'Name' => 'sAMAccountName',
            'EmailAddress' => 'mail',
            'Organization' => 'physicalDeliveryOfficeName',
            'RealName' => 'cn',
            'ExternalAuthId' => 'sAMAccountName',
            'Gecos' => 'sAMAccountName',
            'WorkPhone' => 'telephoneNumber',
            'Address1' => 'streetAddress',
            'City' => 'l',
            'State' => 'st',
            'Zip' => 'postalCode',
            'Country' => 'co'
        },
    },
    # An example SSO cookie service
    'My_SSO_Cookie'  => {
        'type'                      =>  'cookie',
        'name'                      =>  'loginCookieValue',
        'u_table'                   =>  'users',
        'u_field'                   =>  'username',
        'u_match_key'               =>  'userID',
        'c_table'                   =>  'login_cookie',
        'c_field'                   =>  'loginCookieValue',
        'c_match_key'               =>  'loginCookieUserID',
        'db_service_name'           =>  'My_MySQL'
    },

From: Mathew Snyder [mailto:mathew.snyder at gmail.com]
Sent: Thursday, October 17, 2013 1:50 PM
To: Jeff Solberg
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP settings, please

I found another thread that indicated that the solution to the second problem was to add @domain to the end of the username. That just reverted to the previous list of errors with a couple new ones.

Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $_[1] in join or string at /usr/local/share/perl5/Log/Dispatch.pm line 42.
Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $service in hash element at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 611.
Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value in string eq at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 613.
Oct 17 16:47:50 zen-rt RT: [24673] RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: , EmailAddress: , Gecos: user, Name: user, Privileged:
Oct 17 16:47:50 zen-rt RT: [24673] Couldn't create user user: Could not set user info
Oct 17 16:47:50 zen-rt RT: [24673] FAILED LOGIN for user from 192.168.236.102


-Mathew

"When you do things right, people won't be sure you've done anything at all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither am I." - Me

On Thu, Oct 17, 2013 at 4:39 PM, Mathew Snyder <mathew.snyder at gmail.com<mailto:mathew.snyder at gmail.com>> wrote:
I didn't know the OU until a few moments ago so I only entered "cn=user,dc=example,dc=com". That did seem to make a difference. However, I'm still not able to log in. Perhaps for other reasons, though:

Oct 17 16:33:11 zen-rt RT: [24525] RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_INVALID_CREDENTIALS 49
Oct 17 16:33:11 zen-rt RT: [24525] FAILED LOGIN for example\user from 192.168.236.102

I know I'm entering my username and password correctly and have again tried just the username, example\username, and example.com<http://example.com>\username. I'm wondering if the LDAP_INVALID_CREDENTIALS error is because of the missing OU. I do know it now, but how do I enter an OU that has two words? I was told it is example.com/Special<http://example.com/Special> Accounts.

-Mathew

"When you do things right, people won't be sure you've done anything at all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither am I." - Me

On Thu, Oct 17, 2013 at 4:27 PM, Jeff Solberg <jsolberg at intrepidls.com<mailto:jsolberg at intrepidls.com>> wrote:
For your ?server? try using IP rather than hostname.
Second for the ?user? field try using the DN name for your AD Binding user?{cn=some_user,ou=some_ou,dc=some_domain,dc=com

Hope this helps..

Jeff



From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Mathew Snyder
Sent: Thursday, October 17, 2013 1:19 PM
To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP settings, please

These are the settings I've started with:

Set($ExternalSettings, {
    'AD'       =>  {
        'type'                      =>  'ldap',
        'server'                    =>  'domain_controller.example.com<http://domain_controller.example.com>',
        'base'                      =>  'dc=example,dc=com',
        'user'                      =>  'rtuser',
        'pass'                      =>  '********',
        'filter'                    =>  '(ObjectClass=*)',
        'tls'                       =>  0,
        'ssl_version'               =>  3,
        'net_ldap_args'             => [    version =>  3   ],
        'attr_match_list' => [
            'EmailAddress',
        ],
        'attr_map' => {
            'Name' => 'sAMAccountName',
            'EmailAddress' => 'mail',
            'RealName' => 'cn',
        },

They aren't working. Whenever someone attempts an initial login with just their username (which should create their RT account) the following error is logged:
Oct 17 15:02:29 zen-rt RT: [23131] Use of uninitialized value in string eq at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 613.
Oct 17 15:02:29 zen-rt RT: [23131] RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: , EmailAddress: , Gecos: user, Name: user, Privileged:
Oct 17 16:14:01 zen-rt RT: [24382] Couldn't create user user: Could not set user info
Oct 17 16:14:01 zen-rt RT: [24382] FAILED LOGIN for user from 192.168.236.102

When initial logins are attempted with either example\username or example.com<http://example.com>\username only the FAILED LOGIN line is displayed.

We also have our Openfire Jabber server authenticating successfully. Those settings are
ldap.autoFollowAliasReferrals = true
ldap.autoFollowReferrals = false
ldap.baseDN = dc=example,dc=com
ldap.connectionPoolEnabled = true
ldap.debugEnabled = false
ldap.emailField = mail
ldap.encloseDNs = true
ldap.groupDescriptionField = description
ldap.groupMemberField = member
ldap.groupNameField = cn
ldap.groupSearchFilter = (objectClass=group)
ldap.host = domain_controller.example.com<http://domain_controller.example.com>
ldap.ldapDebugEnabled = false
ldap.nameField = cn
ldap.port = 389
ldap.searchFilter = (objectClass=*)
ldap.usernameField = sAMAccountName


I know they don't match up exactly in terms of what Openfire calls the settings vs. what RT does, but I'm hoping someone can help me sort out what should be plugged in where on the RT side. For example, I don't know what the group_attr or group_attr_value setting should contain (if anything) in the RT_SiteConfig.pm file. Basically, anything from the "group" settings.

-Mathew

"When you do things right, people won't be sure you've done anything at all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither am I." - Me


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From mathew.snyder at gmail.com  Thu Oct 17 18:31:41 2013
From: mathew.snyder at gmail.com (Mathew Snyder)
Date: Thu, 17 Oct 2013 18:31:41 -0400
Subject: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP
 settings, please
In-Reply-To: <66F399A5340D2E44B1D4A4672B6489760144E22C@canis.intrepidls.com>
References: <CACg9A6-VwKkywnCAq2103Wgfp7r0PHjPW_NnuD4rUZNkT+8C_g@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B6489760144D6AA@canis.intrepidls.com>
	<CACg9A6-iYLLyuoP5E8pn1pj8=Zy5rELAvWpP+6gXSrJFtJ5mSw@mail.gmail.com>
	<CACg9A6-fDT520gTFSaGGctoT7R4aHMEnOPs0WoJ_FZXf02YtsA@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B6489760144E22C@canis.intrepidls.com>
Message-ID: <CACg9A68k+WWHOJroZfqS_Q+NF=SfqrOGuzD9j4mSuXAFG1bihA@mail.gmail.com>

I've tried both the settings indicated by Jeff (excepting the SSO cookie
settings) and Glenn. I'm still getting the
"RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind:
LDAP_INVALID_CREDENTIALS 49" error.

-Mathew

"When you do things right, people won't be sure you've done anything at
all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither
am I." - Me


On Thu, Oct 17, 2013 at 5:00 PM, Jeff Solberg <jsolberg at intrepidls.com>wrote:

>  Here is a copy of my working ExternalAuth Config..Hope this helps..****
>
> ** **
>
> #PLUGINS****
>
> Set( @Plugins, qw(RT::Authen::ExternalAuth));****
>
> ** **
>
> #External Auth Settings****
>
> #Set($WebExternalAuth , 1);****
>
> #Set($WebFallbackToInternalAuth , 1);****
>
> #Set(WebExternalAuto , 1);****
>
> Set($ExternalAuthPriority, [ 'My_LDAP',] );****
>
> Set($ExternalInfoPriority, [ 'My_LDAP',] );****
>
> Set($ExternalServiceUsesSSLorTLS, 0);****
>
> Set($AutoCreateNonExternalUsers, 0);****
>
> Set($ExternalSettings, {****
>
>     'My_LDAP'       =>  {****
>
>         'type'                      =>  'ldap',****
>
>         'server'                    =>  '10.10.x.x',****
>
>         'user'                      =>  'cn= Bind
> Ldap,ou=User_Logins,dc=xxx,dc=xxx',****
>
>         'pass'                    =>  'xxxxx',****
>
>         'base'                      =>  'dc=xxx,dc=xxx',****
>
>         'filter'                    =>
> '(&(ObjectCategory=User)(ObjectClass=Person))',****
>
>         'd_filter'                  =>
> '(userAccountControl:1.2.840.113556.1.4.803=2)',****
>
> #       'group'                     =>  'cn=Domain
> Users,ou=Groups_Security,dc=xxx,dc=xxx',****
>
> #       'group_attr'                =>  'member',****
>
>         'tls'                       =>  0,****
>
>         'ssl_version'               =>  3,****
>
>         'net_ldap_args'             => [    version =>  3 ],****
>
>         'group_scope'               =>  'base',****
>
> #        'group_attr_value'          =>  'GROUP_ATTR_VALUE',****
>
>         'attr_match_list' => [****
>
>             'Name',****
>
>             'EmailAddress',****
>
>         ],****
>
>         'attr_map' => {****
>
>             'Name' => 'sAMAccountName',****
>
>             'EmailAddress' => 'mail',****
>
>             'Organization' => 'physicalDeliveryOfficeName',****
>
>             'RealName' => 'cn',****
>
>             'ExternalAuthId' => 'sAMAccountName',****
>
>             'Gecos' => 'sAMAccountName',****
>
>             'WorkPhone' => 'telephoneNumber',****
>
>             'Address1' => 'streetAddress',****
>
>             'City' => 'l',****
>
>             'State' => 'st',****
>
>             'Zip' => 'postalCode',****
>
>             'Country' => 'co'****
>
>         },****
>
>     },****
>
>     # An example SSO cookie service****
>
>     'My_SSO_Cookie'  => {****
>
>         'type'                      =>  'cookie',****
>
>         'name'                      =>  'loginCookieValue',****
>
>         'u_table'                   =>  'users',****
>
>         'u_field'                   =>  'username',****
>
>         'u_match_key'               =>  'userID',****
>
>         'c_table'                   =>  'login_cookie',****
>
>         'c_field'                   =>  'loginCookieValue',****
>
>         'c_match_key'               =>  'loginCookieUserID',****
>
>         'db_service_name'           =>  'My_MySQL'****
>
>     },****
>
> ** **
>
> *From:* Mathew Snyder [mailto:mathew.snyder at gmail.com]
> *Sent:* Thursday, October 17, 2013 1:50 PM
>
> *To:* Jeff Solberg
> *Cc:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] I need help with the RT-Authen-ExternalAuth
> LDAP settings, please****
>
>  ** **
>
> I found another thread that indicated that the solution to the second
> problem was to add @domain to the end of the username. That just reverted
> to the previous list of errors with a couple new ones.****
>
> ** **
>
> Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $_[1] in
> join or string at /usr/local/share/perl5/Log/Dispatch.pm line 42.****
>
> Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $service in
> hash element at
> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
> line 611.****
>
> Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value in string eq
> at
> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
> line 613.****
>
> Oct 17 16:47:50 zen-rt RT: [24673]
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
> EmailAddress: , Gecos: user, Name: user, Privileged: ****
>
> Oct 17 16:47:50 zen-rt RT: [24673] Couldn't create user user: Could not
> set user info****
>
> Oct 17 16:47:50 zen-rt RT: [24673] FAILED LOGIN for user from
> 192.168.236.102****
>
> ** **
>
>
> ****
>
> -Mathew
>
> "When you do things right, people won't be sure you've done anything at
> all." - God; Futurama****
>
> ** **
>
> "We'll get along much better once you accept that you're wrong and
> neither am I." - Me****
>
> ** **
>
> On Thu, Oct 17, 2013 at 4:39 PM, Mathew Snyder <mathew.snyder at gmail.com>
> wrote:****
>
> I didn't know the OU until a few moments ago so I only entered
> "cn=user,dc=example,dc=com". That did seem to make a difference. However,
> I'm still not able to log in. Perhaps for other reasons, though:****
>
> ** **
>
> Oct 17 16:33:11 zen-rt RT: [24525]
> RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind:
> LDAP_INVALID_CREDENTIALS 49****
>
> Oct 17 16:33:11 zen-rt RT: [24525] FAILED LOGIN for example\user from
> 192.168.236.102****
>
> ** **
>
> I know I'm entering my username and password correctly and have again
> tried just the username, example\username, and example.com\username. I'm
> wondering if the LDAP_INVALID_CREDENTIALS error is because of the missing
> OU. I do know it now, but how do I enter an OU that has two words? I was
> told it is example.com/Special Accounts.****
>
>
> ****
>
> -Mathew
>
> "When you do things right, people won't be sure you've done anything at
> all." - God; Futurama****
>
> ** **
>
> "We'll get along much better once you accept that you're wrong and
> neither am I." - Me****
>
> ** **
>
> On Thu, Oct 17, 2013 at 4:27 PM, Jeff Solberg <jsolberg at intrepidls.com>
> wrote:****
>
> For your ?server? try using IP rather than hostname.****
>
> Second for the ?user? field try using the DN name for your AD Binding
> user?{cn=some_user,ou=some_ou,dc=some_domain,dc=com****
>
>  ****
>
> Hope this helps..****
>
>  ****
>
> Jeff****
>
>  ****
>
>  ****
>
>  ****
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Mathew Snyder
> *Sent:* Thursday, October 17, 2013 1:19 PM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* [rt-users] I need help with the RT-Authen-ExternalAuth LDAP
> settings, please****
>
>  ****
>
> These are the settings I've started with:****
>
>  ****
>
> Set($ExternalSettings, {****
>
>     'AD'       =>  {****
>
>         'type'                      =>  'ldap',****
>
>         'server'                    =>  'domain_controller.example.com',**
> **
>
>         'base'                      =>  'dc=example,dc=com',****
>
>         'user'                      =>  'rtuser',****
>
>         'pass'                      =>  '********',****
>
>         'filter'                    =>  '(ObjectClass=*)',****
>
>         'tls'                       =>  0,****
>
>         'ssl_version'               =>  3,****
>
>         'net_ldap_args'             => [    version =>  3   ],****
>
>         'attr_match_list' => [****
>
>             'EmailAddress',****
>
>         ],****
>
>         'attr_map' => {****
>
>             'Name' => 'sAMAccountName',****
>
>             'EmailAddress' => 'mail',****
>
>             'RealName' => 'cn',****
>
>         },****
>
>  ****
>
> They aren't working. Whenever someone attempts an initial login with just
> their username (which should create their RT account) the following error
> is logged:****
>
> Oct 17 15:02:29 zen-rt RT: [23131] Use of uninitialized value in string eq
> at
> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
> line 613.****
>
> Oct 17 15:02:29 zen-rt RT: [23131]
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
> EmailAddress: , Gecos: user, Name: user, Privileged:****
>
> Oct 17 16:14:01 zen-rt RT: [24382] Couldn't create user user: Could not
> set user info****
>
> Oct 17 16:14:01 zen-rt RT: [24382] FAILED LOGIN for user from
> 192.168.236.102****
>
>  ****
>
> When initial logins are attempted with either example\username or
> example.com\username only the FAILED LOGIN line is displayed.****
>
>  ****
>
> We also have our Openfire Jabber server authenticating successfully. Those
> settings are****
>
> ldap.autoFollowAliasReferrals = true****
>
> ldap.autoFollowReferrals = false****
>
> ldap.baseDN = dc=example,dc=com****
>
> ldap.connectionPoolEnabled = true****
>
> ldap.debugEnabled = false****
>
> ldap.emailField = mail****
>
> ldap.encloseDNs = true****
>
> ldap.groupDescriptionField = description****
>
> ldap.groupMemberField = member****
>
> ldap.groupNameField = cn****
>
> ldap.groupSearchFilter = (objectClass=group)****
>
> ldap.host = domain_controller.example.com****
>
> ldap.ldapDebugEnabled = false****
>
> ldap.nameField = cn****
>
> ldap.port = 389****
>
> ldap.searchFilter = (objectClass=*)****
>
> ldap.usernameField = sAMAccountName****
>
>  ****
>
>  ****
>
> I know they don't match up exactly in terms of what Openfire calls the
> settings vs. what RT does, but I'm hoping someone can help me sort out what
> should be plugged in where on the RT side. For example, I don't know what
> the group_attr or group_attr_value setting should contain (if anything) in
> the RT_SiteConfig.pm file. Basically, anything from the "group" settings.*
> ***
>
>  ****
>
> -Mathew
>
> "When you do things right, people won't be sure you've done anything at
> all." - God; Futurama****
>
>  ****
>
> "We'll get along much better once you accept that you're wrong and
> neither am I." - Me****
>
> ** **
>
> ** **
>
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From jsolberg at intrepidls.com  Thu Oct 17 18:54:35 2013
From: jsolberg at intrepidls.com (Jeff Solberg)
Date: Thu, 17 Oct 2013 22:54:35 +0000
Subject: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP
 settings, please
In-Reply-To: <CACg9A68k+WWHOJroZfqS_Q+NF=SfqrOGuzD9j4mSuXAFG1bihA@mail.gmail.com>
References: <CACg9A6-VwKkywnCAq2103Wgfp7r0PHjPW_NnuD4rUZNkT+8C_g@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B6489760144D6AA@canis.intrepidls.com>
	<CACg9A6-iYLLyuoP5E8pn1pj8=Zy5rELAvWpP+6gXSrJFtJ5mSw@mail.gmail.com>
	<CACg9A6-fDT520gTFSaGGctoT7R4aHMEnOPs0WoJ_FZXf02YtsA@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B6489760144E22C@canis.intrepidls.com>
	<CACg9A68k+WWHOJroZfqS_Q+NF=SfqrOGuzD9j4mSuXAFG1bihA@mail.gmail.com>
Message-ID: <66F399A5340D2E44B1D4A4672B64897601451CF4@canis.intrepidls.com>

That error code 49 is a generic LDAP error returned when the account your using to bind has invalid creds, usually a bad or expired password..

Do you have ldap tools installed on your RT server? If so run this command to test your bind account:

ldapsearch -x -W -D"bindaccount at domain.com" "(sAMAccountName=some_user)?

Enter Password of Bind account.

Let us know the results..

Jeff

From: Mathew Snyder [mailto:mathew.snyder at gmail.com]
Sent: Thursday, October 17, 2013 3:32 PM
To: Jeff Solberg
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP settings, please

I've tried both the settings indicated by Jeff (excepting the SSO cookie settings) and Glenn. I'm still getting the "RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_INVALID_CREDENTIALS 49" error.

-Mathew

"When you do things right, people won't be sure you've done anything at all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither am I." - Me

On Thu, Oct 17, 2013 at 5:00 PM, Jeff Solberg <jsolberg at intrepidls.com<mailto:jsolberg at intrepidls.com>> wrote:
Here is a copy of my working ExternalAuth Config..Hope this helps..

#PLUGINS
Set( @Plugins, qw(RT::Authen::ExternalAuth));

#External Auth Settings
#Set($WebExternalAuth , 1);
#Set($WebFallbackToInternalAuth , 1);
#Set(WebExternalAuto , 1);
Set($ExternalAuthPriority, [ 'My_LDAP',] );
Set($ExternalInfoPriority, [ 'My_LDAP',] );
Set($ExternalServiceUsesSSLorTLS, 0);
Set($AutoCreateNonExternalUsers, 0);
Set($ExternalSettings, {
    'My_LDAP'       =>  {
        'type'                      =>  'ldap',
        'server'                    =>  '10.10.x.x',
        'user'                      =>  'cn= Bind Ldap,ou=User_Logins,dc=xxx,dc=xxx',
        'pass'                    =>  'xxxxx',
        'base'                      =>  'dc=xxx,dc=xxx',
        'filter'                    =>  '(&(ObjectCategory=User)(ObjectClass=Person))',
        'd_filter'                  =>  '(userAccountControl:1.2.840.113556.1.4.803=2)',
#       'group'                     =>  'cn=Domain Users,ou=Groups_Security,dc=xxx,dc=xxx',
#       'group_attr'                =>  'member',
        'tls'                       =>  0,
        'ssl_version'               =>  3,
        'net_ldap_args'             => [    version =>  3 ],
        'group_scope'               =>  'base',
#        'group_attr_value'          =>  'GROUP_ATTR_VALUE',
        'attr_match_list' => [
            'Name',
            'EmailAddress',
        ],
        'attr_map' => {
            'Name' => 'sAMAccountName',
            'EmailAddress' => 'mail',
            'Organization' => 'physicalDeliveryOfficeName',
            'RealName' => 'cn',
            'ExternalAuthId' => 'sAMAccountName',
            'Gecos' => 'sAMAccountName',
            'WorkPhone' => 'telephoneNumber',
            'Address1' => 'streetAddress',
            'City' => 'l',
            'State' => 'st',
            'Zip' => 'postalCode',
            'Country' => 'co'
        },
    },
    # An example SSO cookie service
    'My_SSO_Cookie'  => {
        'type'                      =>  'cookie',
        'name'                      =>  'loginCookieValue',
        'u_table'                   =>  'users',
        'u_field'                   =>  'username',
        'u_match_key'               =>  'userID',
        'c_table'                   =>  'login_cookie',
        'c_field'                   =>  'loginCookieValue',
        'c_match_key'               =>  'loginCookieUserID',
        'db_service_name'           =>  'My_MySQL'
    },

From: Mathew Snyder [mailto:mathew.snyder at gmail.com<mailto:mathew.snyder at gmail.com>]
Sent: Thursday, October 17, 2013 1:50 PM

To: Jeff Solberg
Cc: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP settings, please

I found another thread that indicated that the solution to the second problem was to add @domain to the end of the username. That just reverted to the previous list of errors with a couple new ones.

Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $_[1] in join or string at /usr/local/share/perl5/Log/Dispatch.pm line 42.
Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $service in hash element at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 611.
Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value in string eq at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 613.
Oct 17 16:47:50 zen-rt RT: [24673] RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: , EmailAddress: , Gecos: user, Name: user, Privileged:
Oct 17 16:47:50 zen-rt RT: [24673] Couldn't create user user: Could not set user info
Oct 17 16:47:50 zen-rt RT: [24673] FAILED LOGIN for user from 192.168.236.102


-Mathew

"When you do things right, people won't be sure you've done anything at all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither am I." - Me

On Thu, Oct 17, 2013 at 4:39 PM, Mathew Snyder <mathew.snyder at gmail.com<mailto:mathew.snyder at gmail.com>> wrote:
I didn't know the OU until a few moments ago so I only entered "cn=user,dc=example,dc=com". That did seem to make a difference. However, I'm still not able to log in. Perhaps for other reasons, though:

Oct 17 16:33:11 zen-rt RT: [24525] RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_INVALID_CREDENTIALS 49
Oct 17 16:33:11 zen-rt RT: [24525] FAILED LOGIN for example\user from 192.168.236.102

I know I'm entering my username and password correctly and have again tried just the username, example\username, and example.com<http://example.com>\username. I'm wondering if the LDAP_INVALID_CREDENTIALS error is because of the missing OU. I do know it now, but how do I enter an OU that has two words? I was told it is example.com/Special<http://example.com/Special> Accounts.

-Mathew

"When you do things right, people won't be sure you've done anything at all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither am I." - Me

On Thu, Oct 17, 2013 at 4:27 PM, Jeff Solberg <jsolberg at intrepidls.com<mailto:jsolberg at intrepidls.com>> wrote:
For your ?server? try using IP rather than hostname.
Second for the ?user? field try using the DN name for your AD Binding user?{cn=some_user,ou=some_ou,dc=some_domain,dc=com

Hope this helps..

Jeff



From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Mathew Snyder
Sent: Thursday, October 17, 2013 1:19 PM
To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP settings, please

These are the settings I've started with:

Set($ExternalSettings, {
    'AD'       =>  {
        'type'                      =>  'ldap',
        'server'                    =>  'domain_controller.example.com<http://domain_controller.example.com>',
        'base'                      =>  'dc=example,dc=com',
        'user'                      =>  'rtuser',
        'pass'                      =>  '********',
        'filter'                    =>  '(ObjectClass=*)',
        'tls'                       =>  0,
        'ssl_version'               =>  3,
        'net_ldap_args'             => [    version =>  3   ],
        'attr_match_list' => [
            'EmailAddress',
        ],
        'attr_map' => {
            'Name' => 'sAMAccountName',
            'EmailAddress' => 'mail',
            'RealName' => 'cn',
        },

They aren't working. Whenever someone attempts an initial login with just their username (which should create their RT account) the following error is logged:
Oct 17 15:02:29 zen-rt RT: [23131] Use of uninitialized value in string eq at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 613.
Oct 17 15:02:29 zen-rt RT: [23131] RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: , EmailAddress: , Gecos: user, Name: user, Privileged:
Oct 17 16:14:01 zen-rt RT: [24382] Couldn't create user user: Could not set user info
Oct 17 16:14:01 zen-rt RT: [24382] FAILED LOGIN for user from 192.168.236.102

When initial logins are attempted with either example\username or example.com<http://example.com>\username only the FAILED LOGIN line is displayed.

We also have our Openfire Jabber server authenticating successfully. Those settings are
ldap.autoFollowAliasReferrals = true
ldap.autoFollowReferrals = false
ldap.baseDN = dc=example,dc=com
ldap.connectionPoolEnabled = true
ldap.debugEnabled = false
ldap.emailField = mail
ldap.encloseDNs = true
ldap.groupDescriptionField = description
ldap.groupMemberField = member
ldap.groupNameField = cn
ldap.groupSearchFilter = (objectClass=group)
ldap.host = domain_controller.example.com<http://domain_controller.example.com>
ldap.ldapDebugEnabled = false
ldap.nameField = cn
ldap.port = 389
ldap.searchFilter = (objectClass=*)
ldap.usernameField = sAMAccountName


I know they don't match up exactly in terms of what Openfire calls the settings vs. what RT does, but I'm hoping someone can help me sort out what should be plugged in where on the RT side. For example, I don't know what the group_attr or group_attr_value setting should contain (if anything) in the RT_SiteConfig.pm file. Basically, anything from the "group" settings.

-Mathew

"When you do things right, people won't be sure you've done anything at all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither am I." - Me



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From mathew.snyder at gmail.com  Thu Oct 17 21:50:10 2013
From: mathew.snyder at gmail.com (Mathew Snyder)
Date: Thu, 17 Oct 2013 21:50:10 -0400
Subject: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP
 settings, please
In-Reply-To: <66F399A5340D2E44B1D4A4672B64897601451CF4@canis.intrepidls.com>
References: <CACg9A6-VwKkywnCAq2103Wgfp7r0PHjPW_NnuD4rUZNkT+8C_g@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B6489760144D6AA@canis.intrepidls.com>
	<CACg9A6-iYLLyuoP5E8pn1pj8=Zy5rELAvWpP+6gXSrJFtJ5mSw@mail.gmail.com>
	<CACg9A6-fDT520gTFSaGGctoT7R4aHMEnOPs0WoJ_FZXf02YtsA@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B6489760144E22C@canis.intrepidls.com>
	<CACg9A68k+WWHOJroZfqS_Q+NF=SfqrOGuzD9j4mSuXAFG1bihA@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B64897601451CF4@canis.intrepidls.com>
Message-ID: <CACg9A696EU2sC9bYRiZ-T-NCm0OHTAr1fwA2b_=KkTdkj-+A+g@mail.gmail.com>

If I run the command the way you've formatted it I get "ldapsearch can't
contact ldap server (-1)".

However, if I run 'ldapsearch -x -h dc1.example.com -D rtuser -w xxxxxxxx
-b "dc=example,dc=com"' "(sAMAccountName=user") I get all kinds of output:

# extended LDIF
#
# LDAPv3
# base <dc=example,dc=com> with scope subtree
# filter: (sAMAccountName=user)
# requesting: ALL
#

# User Name, Information Systems, HQ Users, EXAMPLE Users, Users, ZEN USERS
 GROUPS and COMPUTERS, Example.com
dn: CN=User Name,OU=Information Systems,OU=HQ Users,OU=EXAMPLE
Users,OU=Users
 ,OU=ZEN USERS GROUPS and COMPUTERS,DC=example,DC=com
objectClass: top
objectClass: person
objectClass: organizationalPerson
objectClass: user
cn: User Name
sn: Name
givenName: User
distinguishedName: CN=User Name,OU=Information Systems,OU=HQ
Users,OU=EXAMPLE
  Users,OU=Users,OU=ZEN USERS GROUPS and COMPUTERS,DC=example,DC=com
instanceType: 4
whenCreated: 20130930141549.0Z
whenChanged: 20131012190321.0Z
displayName: User Name
uSNCreated: 8802089
uSNChanged: 9320797
name: User Name
objectGUID:: f+PyYZ/6lEqKVGVs4/LT1A==
userAccountControl: 512
codePage: 0
countryCode: 0
pwdLastSet: 130250241494878224
primaryGroupID: 513
objectSid:: AQUAAAAAAAUVAAAA4MWjpccIJx5IwuT21g4AAA==
accountExpires: 9223372036854775807
sAMAccountName: user
sAMAccountType: 805306368
userPrincipalName: uname at example.com
objectCategory: CN=Person,CN=Schema,CN=Configuration,DC=example,DC=com
dSCorePropagationData: 16010101000000.0Z
lastLogonTimestamp: 130260782012929006

# search reference
ref: ldap://ForestDnsZones.example.com/DC=ForestDnsZones,DC=example,DC=com

# search reference
ref: ldap://DomainDnsZones.example.com/DC=DomainDnsZones,DC=example,DC=com

# search reference
ref: ldap://example.com/CN=Configuration,DC=example,DC=com

# search result
search: 2
result: 0 Success

# numResponses: 5
# numEntries: 1
# numReferences: 3


-Mathew

"When you do things right, people won't be sure you've done anything at
all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither
am I." - Me


On Thu, Oct 17, 2013 at 6:54 PM, Jeff Solberg <jsolberg at intrepidls.com>wrote:

>  That error code 49 is a generic LDAP error returned when the account
> your using to bind has invalid creds, usually a bad or expired password..*
> ***
>
> ** **
>
> Do you have ldap tools installed on your RT server? If so run this command
> to test your bind account:****
>
> ** **
>
> ldapsearch -x -W -D"bindaccount at domain.com" "(sAMAccountName=some_user)?**
> **
>
> ** **
>
> Enter Password of Bind account.****
>
> ** **
>
> Let us know the results..****
>
> ** **
>
> Jeff****
>
> ** **
>
> *From:* Mathew Snyder [mailto:mathew.snyder at gmail.com]
> *Sent:* Thursday, October 17, 2013 3:32 PM
>
> *To:* Jeff Solberg
> *Cc:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] I need help with the RT-Authen-ExternalAuth
> LDAP settings, please****
>
>  ** **
>
> I've tried both the settings indicated by Jeff (excepting the SSO cookie
> settings) and Glenn. I'm still getting the
> "RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind:
> LDAP_INVALID_CREDENTIALS 49" error.****
>
>
> ****
>
> -Mathew
>
> "When you do things right, people won't be sure you've done anything at
> all." - God; Futurama****
>
> ** **
>
> "We'll get along much better once you accept that you're wrong and
> neither am I." - Me****
>
> ** **
>
> On Thu, Oct 17, 2013 at 5:00 PM, Jeff Solberg <jsolberg at intrepidls.com>
> wrote:****
>
> Here is a copy of my working ExternalAuth Config..Hope this helps..****
>
>  ****
>
> #PLUGINS****
>
> Set( @Plugins, qw(RT::Authen::ExternalAuth));****
>
>  ****
>
> #External Auth Settings****
>
> #Set($WebExternalAuth , 1);****
>
> #Set($WebFallbackToInternalAuth , 1);****
>
> #Set(WebExternalAuto , 1);****
>
> Set($ExternalAuthPriority, [ 'My_LDAP',] );****
>
> Set($ExternalInfoPriority, [ 'My_LDAP',] );****
>
> Set($ExternalServiceUsesSSLorTLS, 0);****
>
> Set($AutoCreateNonExternalUsers, 0);****
>
> Set($ExternalSettings, {****
>
>     'My_LDAP'       =>  {****
>
>         'type'                      =>  'ldap',****
>
>         'server'                    =>  '10.10.x.x',****
>
>         'user'                      =>  'cn= Bind
> Ldap,ou=User_Logins,dc=xxx,dc=xxx',****
>
>         'pass'                    =>  'xxxxx',****
>
>         'base'                      =>  'dc=xxx,dc=xxx',****
>
>         'filter'                    =>
> '(&(ObjectCategory=User)(ObjectClass=Person))',****
>
>         'd_filter'                  =>
> '(userAccountControl:1.2.840.113556.1.4.803=2)',****
>
> #       'group'                     =>  'cn=Domain
> Users,ou=Groups_Security,dc=xxx,dc=xxx',****
>
> #       'group_attr'                =>  'member',****
>
>         'tls'                       =>  0,****
>
>         'ssl_version'               =>  3,****
>
>         'net_ldap_args'             => [    version =>  3 ],****
>
>         'group_scope'               =>  'base',****
>
> #        'group_attr_value'          =>  'GROUP_ATTR_VALUE',****
>
>         'attr_match_list' => [****
>
>             'Name',****
>
>             'EmailAddress',****
>
>         ],****
>
>         'attr_map' => {****
>
>             'Name' => 'sAMAccountName',****
>
>             'EmailAddress' => 'mail',****
>
>             'Organization' => 'physicalDeliveryOfficeName',****
>
>             'RealName' => 'cn',****
>
>             'ExternalAuthId' => 'sAMAccountName',****
>
>             'Gecos' => 'sAMAccountName',****
>
>             'WorkPhone' => 'telephoneNumber',****
>
>             'Address1' => 'streetAddress',****
>
>             'City' => 'l',****
>
>             'State' => 'st',****
>
>             'Zip' => 'postalCode',****
>
>             'Country' => 'co'****
>
>         },****
>
>     },****
>
>     # An example SSO cookie service****
>
>     'My_SSO_Cookie'  => {****
>
>         'type'                      =>  'cookie',****
>
>         'name'                      =>  'loginCookieValue',****
>
>         'u_table'                   =>  'users',****
>
>         'u_field'                   =>  'username',****
>
>         'u_match_key'               =>  'userID',****
>
>         'c_table'                   =>  'login_cookie',****
>
>         'c_field'                   =>  'loginCookieValue',****
>
>         'c_match_key'               =>  'loginCookieUserID',****
>
>         'db_service_name'           =>  'My_MySQL'****
>
>     },****
>
>  ****
>
> *From:* Mathew Snyder [mailto:mathew.snyder at gmail.com]
> *Sent:* Thursday, October 17, 2013 1:50 PM****
>
>
> *To:* Jeff Solberg
> *Cc:* rt-users at lists.bestpractical.com****
>
> *Subject:* Re: [rt-users] I need help with the RT-Authen-ExternalAuth
> LDAP settings, please****
>
>  ****
>
> I found another thread that indicated that the solution to the second
> problem was to add @domain to the end of the username. That just reverted
> to the previous list of errors with a couple new ones.****
>
>  ****
>
> Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $_[1] in
> join or string at /usr/local/share/perl5/Log/Dispatch.pm line 42.****
>
> Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $service in
> hash element at
> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
> line 611.****
>
> Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value in string eq
> at
> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
> line 613.****
>
> Oct 17 16:47:50 zen-rt RT: [24673]
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
> EmailAddress: , Gecos: user, Name: user, Privileged: ****
>
> Oct 17 16:47:50 zen-rt RT: [24673] Couldn't create user user: Could not
> set user info****
>
> Oct 17 16:47:50 zen-rt RT: [24673] FAILED LOGIN for user from
> 192.168.236.102****
>
>  ****
>
>
> ****
>
> -Mathew
>
> "When you do things right, people won't be sure you've done anything at
> all." - God; Futurama****
>
>  ****
>
> "We'll get along much better once you accept that you're wrong and
> neither am I." - Me****
>
>  ****
>
> On Thu, Oct 17, 2013 at 4:39 PM, Mathew Snyder <mathew.snyder at gmail.com>
> wrote:****
>
> I didn't know the OU until a few moments ago so I only entered
> "cn=user,dc=example,dc=com". That did seem to make a difference. However,
> I'm still not able to log in. Perhaps for other reasons, though:****
>
>  ****
>
> Oct 17 16:33:11 zen-rt RT: [24525]
> RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind:
> LDAP_INVALID_CREDENTIALS 49****
>
> Oct 17 16:33:11 zen-rt RT: [24525] FAILED LOGIN for example\user from
> 192.168.236.102****
>
>  ****
>
> I know I'm entering my username and password correctly and have again
> tried just the username, example\username, and example.com\username. I'm
> wondering if the LDAP_INVALID_CREDENTIALS error is because of the missing
> OU. I do know it now, but how do I enter an OU that has two words? I was
> told it is example.com/Special Accounts.****
>
>
> ****
>
> -Mathew
>
> "When you do things right, people won't be sure you've done anything at
> all." - God; Futurama****
>
>  ****
>
> "We'll get along much better once you accept that you're wrong and
> neither am I." - Me****
>
>  ****
>
> On Thu, Oct 17, 2013 at 4:27 PM, Jeff Solberg <jsolberg at intrepidls.com>
> wrote:****
>
> For your ?server? try using IP rather than hostname.****
>
> Second for the ?user? field try using the DN name for your AD Binding
> user?{cn=some_user,ou=some_ou,dc=some_domain,dc=com****
>
>  ****
>
> Hope this helps..****
>
>  ****
>
> Jeff****
>
>  ****
>
>  ****
>
>  ****
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Mathew Snyder
> *Sent:* Thursday, October 17, 2013 1:19 PM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* [rt-users] I need help with the RT-Authen-ExternalAuth LDAP
> settings, please****
>
>  ****
>
> These are the settings I've started with:****
>
>  ****
>
> Set($ExternalSettings, {****
>
>     'AD'       =>  {****
>
>         'type'                      =>  'ldap',****
>
>         'server'                    =>  'domain_controller.example.com',**
> **
>
>         'base'                      =>  'dc=example,dc=com',****
>
>         'user'                      =>  'rtuser',****
>
>         'pass'                      =>  '********',****
>
>         'filter'                    =>  '(ObjectClass=*)',****
>
>         'tls'                       =>  0,****
>
>         'ssl_version'               =>  3,****
>
>         'net_ldap_args'             => [    version =>  3   ],****
>
>         'attr_match_list' => [****
>
>             'EmailAddress',****
>
>         ],****
>
>         'attr_map' => {****
>
>             'Name' => 'sAMAccountName',****
>
>             'EmailAddress' => 'mail',****
>
>             'RealName' => 'cn',****
>
>         },****
>
>  ****
>
> They aren't working. Whenever someone attempts an initial login with just
> their username (which should create their RT account) the following error
> is logged:****
>
> Oct 17 15:02:29 zen-rt RT: [23131] Use of uninitialized value in string eq
> at
> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
> line 613.****
>
> Oct 17 15:02:29 zen-rt RT: [23131]
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
> EmailAddress: , Gecos: user, Name: user, Privileged:****
>
> Oct 17 16:14:01 zen-rt RT: [24382] Couldn't create user user: Could not
> set user info****
>
> Oct 17 16:14:01 zen-rt RT: [24382] FAILED LOGIN for user from
> 192.168.236.102****
>
>  ****
>
> When initial logins are attempted with either example\username or
> example.com\username only the FAILED LOGIN line is displayed.****
>
>  ****
>
> We also have our Openfire Jabber server authenticating successfully. Those
> settings are****
>
> ldap.autoFollowAliasReferrals = true****
>
> ldap.autoFollowReferrals = false****
>
> ldap.baseDN = dc=example,dc=com****
>
> ldap.connectionPoolEnabled = true****
>
> ldap.debugEnabled = false****
>
> ldap.emailField = mail****
>
> ldap.encloseDNs = true****
>
> ldap.groupDescriptionField = description****
>
> ldap.groupMemberField = member****
>
> ldap.groupNameField = cn****
>
> ldap.groupSearchFilter = (objectClass=group)****
>
> ldap.host = domain_controller.example.com****
>
> ldap.ldapDebugEnabled = false****
>
> ldap.nameField = cn****
>
> ldap.port = 389****
>
> ldap.searchFilter = (objectClass=*)****
>
> ldap.usernameField = sAMAccountName****
>
>  ****
>
>  ****
>
> I know they don't match up exactly in terms of what Openfire calls the
> settings vs. what RT does, but I'm hoping someone can help me sort out what
> should be plugged in where on the RT side. For example, I don't know what
> the group_attr or group_attr_value setting should contain (if anything) in
> the RT_SiteConfig.pm file. Basically, anything from the "group" settings.*
> ***
>
>  ****
>
> -Mathew
>
> "When you do things right, people won't be sure you've done anything at
> all." - God; Futurama****
>
>  ****
>
> "We'll get along much better once you accept that you're wrong and
> neither am I." - Me****
>
>  ****
>
>  ****
>
> ** **
>
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From andrius.kulbis at gmail.com  Fri Oct 18 02:57:12 2013
From: andrius.kulbis at gmail.com (andkulb)
Date: Thu, 17 Oct 2013 23:57:12 -0700 (PDT)
Subject: [rt-users] Internal authentification only for REST API
In-Reply-To: <20131017144152.GP37001@jibsheet.com>
References: <1382002154717-55512.post@n7.nabble.com>
	<20131017144152.GP37001@jibsheet.com>
Message-ID: <1382079432869-55535.post@n7.nabble.com>

Done that. But now REST doesn't require any password at all? Is it also
possible to require RT internal auth in specific folder?

Thanks in advance.



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Internal-authentification-only-for-REST-API-tp55512p55535.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From guadagnino.cristiano at creval.it  Fri Oct 18 04:45:30 2013
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Fri, 18 Oct 2013 08:45:30 +0000
Subject: [rt-users] Error in article history
In-Reply-To: <20131017144050.GO37001@jibsheet.com>
References: <525D1F3C.3050603@creval.it>
	<20131015172415.GF37001@jibsheet.com>	<525FA0C7.2090809@creval.it>
	<20131017144050.GO37001@jibsheet.com>
Message-ID: <5260F51A.80202@creval.it>

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
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 paul.stead at zeninternet.co.uk  Fri Oct 18 05:59:01 2013
From: paul.stead at zeninternet.co.uk (Paul Stead)
Date: Fri, 18 Oct 2013 10:59:01 +0100
Subject: [rt-users] LDAP Groups
Message-ID: <52610665.1080504@zeninternet.co.uk>

Hi all,

I've been looking into using our Windows 2008 Active Directory for user authentication and group membership.

Ideally I'd like to replicate names of groups that our users are members within RT, set up permissions and have the  of then have those users be able to log into RT

I've looked at ExternalAuth mainly as this seemed to offer the best integration into RT, however by all accounts there is no sort of automatic group assignment.



 and LDAPImport
--
Paul Stead
Systems Engineer, Zen Internet
T: 01706 902009
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From paul.stead at zeninternet.co.uk  Fri Oct 18 06:01:26 2013
From: paul.stead at zeninternet.co.uk (Paul Stead)
Date: Fri, 18 Oct 2013 11:01:26 +0100
Subject: [rt-users] LDAP Groups
In-Reply-To: <52610665.1080504@zeninternet.co.uk>
References: <52610665.1080504@zeninternet.co.uk>
Message-ID: <526106F6.3040500@zeninternet.co.uk>

Apologies..

-----8<-----

Hi all,

I've been looking into using our Windows 2008 Active Directory for user authentication and group membership.

Ideally I'd like to replicate names of groups that our users are members within RT, set up permissions and have the  of then have those users be able to log into RT and have the group association automatically assigned.

I've looked at ExternalAuth mainly as this seemed to offer the best integration into RT, however by all accounts there is no sort of automatic group assignment.

It seems that LDAPImport is suggested as a solution to this - however I feel I would require several runs and different search terms to get everyone into the groups I need,

Has anyone used LDAP in this way?

Thanks

Paul
--
Paul Stead
Systems Engineer, Zen Internet
T: 01706 902009
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From bparish at cognex.com  Fri Oct 18 07:51:10 2013
From: bparish at cognex.com (Parish, Brent)
Date: Fri, 18 Oct 2013 07:51:10 -0400
Subject: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP
 settings, please
In-Reply-To: <CACg9A696EU2sC9bYRiZ-T-NCm0OHTAr1fwA2b_=KkTdkj-+A+g@mail.gmail.com>
References: <CACg9A6-VwKkywnCAq2103Wgfp7r0PHjPW_NnuD4rUZNkT+8C_g@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B6489760144D6AA@canis.intrepidls.com>
	<CACg9A6-iYLLyuoP5E8pn1pj8=Zy5rELAvWpP+6gXSrJFtJ5mSw@mail.gmail.com>
	<CACg9A6-fDT520gTFSaGGctoT7R4aHMEnOPs0WoJ_FZXf02YtsA@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B6489760144E22C@canis.intrepidls.com>
	<CACg9A68k+WWHOJroZfqS_Q+NF=SfqrOGuzD9j4mSuXAFG1bihA@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B64897601451CF4@canis.intrepidls.com>
	<CACg9A696EU2sC9bYRiZ-T-NCm0OHTAr1fwA2b_=KkTdkj-+A+g@mail.gmail.com>
Message-ID: <6265B2EB12D194469B958F2E703D81830DE1CFB1D5@viper.pc.cognex.com>

Hi Matthew

It sounds to me like you were authenticating ok initially, but getting an error in creating the user.

And to answer your initial question about the group and group_attr settings, I don?t use those at all and it works fine for me.

I would recommend putting things back to how you first had them (to generate the error your originally posted), turn the log level up to debug, and try again.
There are some debug statements within that method that may help identify where it is choking.


-          Brent



From: Mathew Snyder [mailto:mathew.snyder at gmail.com<mailto:mathew.snyder at gmail.com>]
Sent: Thursday, October 17, 2013 1:50 PM

To: Jeff Solberg
Cc: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP settings, please

I found another thread that indicated that the solution to the second problem was to add @domain to the end of the username. That just reverted to the previous list of errors with a couple new ones.

Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $_[1] in join or string at /usr/local/share/perl5/Log/Dispatch.pm line 42.
Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $service in hash element at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 611.
Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value in string eq at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 613.
Oct 17 16:47:50 zen-rt RT: [24673] RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: , EmailAddress: , Gecos: user, Name: user, Privileged:
Oct 17 16:47:50 zen-rt RT: [24673] Couldn't create user user: Could not set user info
Oct 17 16:47:50 zen-rt RT: [24673] FAILED LOGIN for user from 192.168.236.102




From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Mathew Snyder
Sent: Thursday, October 17, 2013 1:19 PM
To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP settings, please

These are the settings I've started with:

Set($ExternalSettings, {
    'AD'       =>  {
        'type'                      =>  'ldap',
        'server'                    =>  'domain_controller.example.com<http://domain_controller.example.com>',
        'base'                      =>  'dc=example,dc=com',
        'user'                      =>  'rtuser',
        'pass'                      =>  '********',
        'filter'                    =>  '(ObjectClass=*)',
        'tls'                       =>  0,
        'ssl_version'               =>  3,
        'net_ldap_args'             => [    version =>  3   ],
        'attr_match_list' => [
            'EmailAddress',
        ],
        'attr_map' => {
            'Name' => 'sAMAccountName',
            'EmailAddress' => 'mail',
            'RealName' => 'cn',
        },

They aren't working. Whenever someone attempts an initial login with just their username (which should create their RT account) the following error is logged:
Oct 17 15:02:29 zen-rt RT: [23131] Use of uninitialized value in string eq at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 613.
Oct 17 15:02:29 zen-rt RT: [23131] RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: , EmailAddress: , Gecos: user, Name: user, Privileged:
Oct 17 16:14:01 zen-rt RT: [24382] Couldn't create user user: Could not set user info
Oct 17 16:14:01 zen-rt RT: [24382] FAILED LOGIN for user from 192.168.236.102

When initial logins are attempted with either example\username or example.com<http://example.com>\username only the FAILED LOGIN line is displayed.

We also have our Openfire Jabber server authenticating successfully. Those settings are
ldap.autoFollowAliasReferrals = true
ldap.autoFollowReferrals = false
ldap.baseDN = dc=example,dc=com
ldap.connectionPoolEnabled = true
ldap.debugEnabled = false
ldap.emailField = mail
ldap.encloseDNs = true
ldap.groupDescriptionField = description
ldap.groupMemberField = member
ldap.groupNameField = cn
ldap.groupSearchFilter = (objectClass=group)
ldap.host = domain_controller.example.com<http://domain_controller.example.com>
ldap.ldapDebugEnabled = false
ldap.nameField = cn
ldap.port = 389
ldap.searchFilter = (objectClass=*)
ldap.usernameField = sAMAccountName


I know they don't match up exactly in terms of what Openfire calls the settings vs. what RT does, but I'm hoping someone can help me sort out what should be plugged in where on the RT side. For example, I don't know what the group_attr or group_attr_value setting should contain (if anything) in the RT_SiteConfig.pm file. Basically, anything from the "group" settings.

-Mathew

"When you do things right, people won't be sure you've done anything at all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither am I." - Me




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From al at efficientip.com  Fri Oct 18 08:00:27 2013
From: al at efficientip.com (Alexandre LEPREVOST)
Date: Fri, 18 Oct 2013 14:00:27 +0200
Subject: [rt-users] Question about SLA module
In-Reply-To: <20131017144418.GQ37001@jibsheet.com>
References: <CADRn1OVkAiZDfUpxOGizmxw2s6FJATH5qsVnet1dHMos2Cfx1A@mail.gmail.com>
	<20131017144418.GQ37001@jibsheet.com>
Message-ID: <CADRn1OV=QFFJ-MXK-xQAvN1TsfwTx281JEhHVSgX9aoE5WnpSQ@mail.gmail.com>

Hello Kevin

Thank you for your different answers, unfortunately I was expecting to be
able to change the SLA name field for multiple SLA instance.

Let me explain to you quickly what I'm expecting, I'm probably confusing
something and give me an headach to myself :)

In our firm, we would like 2 queues "Support" and "Development"

Support queue should be able to set a list called "priority" (and not SLA)
with a list of several SLA (P1 to P4 - From important to not important
answer and resolve time). Development queue should be able to see an
another list called "internal" with a different list of SLA (not defined
yet). What I understand for now is different: I'm able to do a uniq list
"SLA" with multiple SLA in it.

Do you see the difference ? And I've played with the conf file and multiple
installation of the module to have 2 SLA fields but after that, everything
was dead (nothing work anymore).

Do you think that it's possible ?

I hope that you'll be able to give me a clue - After that I'll be ready to
run the project with this very important step for us !

Thank you in advance for your time
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


2013/10/17 Kevin Falcone <falcone at bestpractical.com>

> On Thu, Oct 17, 2013 at 02:26:01PM +0200, Alexandre LEPREVOST wrote:
> >    - When I'm installing the SLA module, a custom field is create
> automatically - called [1]SLA
> >    I've changed it to something better for us : support SLA. After
> changed the value, the module
> >    doesn't work anymore. Should I do something in database ? In your
> documentation you say "This
> >    field is created during make initdb step (above) and applied
> globally" - Can you have an idea
>
> The Custom Field name in use by the module is hard coded to SLA.
> To use another name you'll need to provide a patch to make it
> flexible.
>
> >    - My second point is about multiple SLA. I would like to have 2
> different SLA - one for
> >    support, second development. Do you have any clues on how to perform
> this configuration ? To
> >    be honnest I've played with the configuration file and it was not so
> easy. I've tried to
> >    install the module 2 times and I see the SLA custom field 2 times,
> does it make sens ?
>
> It's quite possible to have different SLAs per Queue, we do, it's
> shown in the documentation.
>
> Also, in the README, where it says
>     make initdb (for the first time only)
> you ran in twice, you'll want to disable or delete the second
> extraneous SLA custom field.
>
> >    - Do you have an idea to uninstall the plugin ? In my job I need to
> document it (event I won't
> >    uninstall it for sure ;))
>
> Remove from @Plugins line, disable Scrips and Custom Fields.
>
> -kevin
>
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From falcone at bestpractical.com  Fri Oct 18 09:13:55 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 18 Oct 2013 09:13:55 -0400
Subject: [rt-users] LDAP Groups
In-Reply-To: <526106F6.3040500@zeninternet.co.uk>
References: <52610665.1080504@zeninternet.co.uk>
	<526106F6.3040500@zeninternet.co.uk>
Message-ID: <20131018131355.GS37001@jibsheet.com>

On Fri, Oct 18, 2013 at 11:01:26AM +0100, Paul Stead wrote:
>    It seems that LDAPImport is suggested as a solution to this - however I feel I would require
>    several runs and different search terms to get everyone into the groups I need,
> 
>    Has anyone used LDAP in this way?

LDAPImport is the solution for syncing groups.
We have many many customers using RT-Authen-ExternalAuth to
authenticate and LDAPImport to sync groups and user information.

-kevin
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From dbauman at wanetics.com  Fri Oct 18 09:14:13 2013
From: dbauman at wanetics.com (dbauman at wanetics.com)
Date: Fri, 18 Oct 2013 09:14:13 -0400 (EDT)
Subject: [rt-users] =?utf-8?q?LDAP_Groups?=
Message-ID: <20131018131413.DC2AD1677@hosting1.wanetics.net>

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From falcone at bestpractical.com  Fri Oct 18 09:15:18 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 18 Oct 2013 09:15:18 -0400
Subject: [rt-users] Internal authentification only for REST API
In-Reply-To: <1382079432869-55535.post@n7.nabble.com>
References: <1382002154717-55512.post@n7.nabble.com>
	<20131017144152.GP37001@jibsheet.com>
	<1382079432869-55535.post@n7.nabble.com>
Message-ID: <20131018131518.GT37001@jibsheet.com>

On Thu, Oct 17, 2013 at 11:57:12PM -0700, andkulb wrote:
> Done that. But now REST doesn't require any password at all? Is it also
> possible to require RT internal auth in specific folder?

REST requires authentication at the RT level unless you've made some
some pretty drastic changes.

-kevin
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From falcone at bestpractical.com  Fri Oct 18 09:18:57 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 18 Oct 2013 09:18:57 -0400
Subject: [rt-users] Question about SLA module
In-Reply-To: <CADRn1OV=QFFJ-MXK-xQAvN1TsfwTx281JEhHVSgX9aoE5WnpSQ@mail.gmail.com>
References: <CADRn1OVkAiZDfUpxOGizmxw2s6FJATH5qsVnet1dHMos2Cfx1A@mail.gmail.com>
	<20131017144418.GQ37001@jibsheet.com>
	<CADRn1OV=QFFJ-MXK-xQAvN1TsfwTx281JEhHVSgX9aoE5WnpSQ@mail.gmail.com>
Message-ID: <20131018131857.GU37001@jibsheet.com>

On Fri, Oct 18, 2013 at 02:00:27PM +0200, Alexandre LEPREVOST wrote:
>    Thank you for your different answers, unfortunately I was expecting to be able to change the
>    SLA name field for multiple SLA instance.
> 
>    Let me explain to you quickly what I'm expecting, I'm probably confusing something and give me
>    an headach to myself :)
> 
>    In our firm, we would like 2 queues "Support" and "Development"
> 
>    Support queue should be able to set a list called "priority" (and not SLA) with a list of
>    several SLA (P1 to P4 - From important to not important answer and resolve time). Development
>    queue should be able to see an another list called "internal" with a different list of SLA
>    (not defined yet). What I understand for now is different: I'm able to do a uniq list "SLA"
>    with multiple SLA in it.
> 
>    Do you see the difference ? And I've played with the conf file and multiple installation of
>    the module to have 2 SLA fields but after that, everything was dead (nothing work anymore).

You can have two SLA fields, but they must be Queue level, not global.
One applied to each of your queues, each with a different set of
values, then set your configuration appropriately.

You still cannot rename the SLA custom field.

-kevin
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From esdras at gmail.com  Fri Oct 18 10:26:56 2013
From: esdras at gmail.com (Esdras Neto)
Date: Fri, 18 Oct 2013 15:26:56 +0100
Subject: [rt-users] Writing portlets
Message-ID: <CAF2iieaiebkDh3E_DBTYeWO9B30OT99KHvqx+xfSU1Tm-JncRA@mail.gmail.com>

Good afternoon,

I need to write a Portlet on my rt 4.0.3.
Does anyone know a documentation that explains how to do that?
I'm trying to follow the wiki below but that does not appear to be working:
http://requesttracker.wikia.com/wiki/WritingPortlets

Thanks,
Esdras

-- 
http://www.borealis-aurora.com
http://www.alvespassos.com
Sharing things that we cannot buy.
Mobile +353 (0)83 4005868
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From al at efficientip.com  Fri Oct 18 10:28:13 2013
From: al at efficientip.com (Alexandre LEPREVOST)
Date: Fri, 18 Oct 2013 16:28:13 +0200
Subject: [rt-users] Question about SLA module
In-Reply-To: <20131018131857.GU37001@jibsheet.com>
References: <CADRn1OVkAiZDfUpxOGizmxw2s6FJATH5qsVnet1dHMos2Cfx1A@mail.gmail.com>
	<20131017144418.GQ37001@jibsheet.com>
	<CADRn1OV=QFFJ-MXK-xQAvN1TsfwTx281JEhHVSgX9aoE5WnpSQ@mail.gmail.com>
	<20131018131857.GU37001@jibsheet.com>
Message-ID: <CADRn1OXoCaAMCfWREU+z-sNQRa+2a6CyvUd71oD7VaLU7xZKXw@mail.gmail.com>

Thank you Kevin

I see what you mean but do you have a quick example of configuration file
for this ? I'm not asking a full configuration file in detail, but just a
very basic one (pseudo code should be enough for sure).

My probleme is to translate what I would like in this conf file. But I
understand what you mean and it should be enough for us If I succeed to do
that.

Thank you Kevin for your nice support
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From al at efficientip.com  Fri Oct 18 10:35:08 2013
From: al at efficientip.com (Alexandre LEPREVOST)
Date: Fri, 18 Oct 2013 16:35:08 +0200
Subject: [rt-users] Question about SLA module
In-Reply-To: <20131018131857.GU37001@jibsheet.com>
References: <CADRn1OVkAiZDfUpxOGizmxw2s6FJATH5qsVnet1dHMos2Cfx1A@mail.gmail.com>
	<20131017144418.GQ37001@jibsheet.com>
	<CADRn1OV=QFFJ-MXK-xQAvN1TsfwTx281JEhHVSgX9aoE5WnpSQ@mail.gmail.com>
	<20131018131857.GU37001@jibsheet.com>
Message-ID: <CADRn1OUsWUTxXiW_U7+qEGcEEhKCJUe_MHXZu-+5PR+K7G+NGA@mail.gmail.com>

Thank you Kevin

I see what you mean but do you have a quick example of configuration file
for this ? I'm not asking a full configuration file in detail, but just a
very basic one (pseudo code should be enough for sure).

My probleme is to translate what I would like in this conf file. But I
understand what you mean and it should be enough for us If I succeed to do
that.

Thank you Kevin for your nice support
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


2013/10/18 Kevin Falcone <falcone at bestpractical.com>

> On Fri, Oct 18, 2013 at 02:00:27PM +0200, Alexandre LEPREVOST wrote:
> >    Thank you for your different answers, unfortunately I was expecting
> to be able to change the
> >    SLA name field for multiple SLA instance.
> >
> >    Let me explain to you quickly what I'm expecting, I'm probably
> confusing something and give me
> >    an headach to myself :)
> >
> >    In our firm, we would like 2 queues "Support" and "Development"
> >
> >    Support queue should be able to set a list called "priority" (and not
> SLA) with a list of
> >    several SLA (P1 to P4 - From important to not important answer and
> resolve time). Development
> >    queue should be able to see an another list called "internal" with a
> different list of SLA
> >    (not defined yet). What I understand for now is different: I'm able
> to do a uniq list "SLA"
> >    with multiple SLA in it.
> >
> >    Do you see the difference ? And I've played with the conf file and
> multiple installation of
> >    the module to have 2 SLA fields but after that, everything was dead
> (nothing work anymore).
>
> You can have two SLA fields, but they must be Queue level, not global.
> One applied to each of your queues, each with a different set of
> values, then set your configuration appropriately.
>
> You still cannot rename the SLA custom field.
>
> -kevin
>
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From timothy-flynn at uiowa.edu  Fri Oct 18 17:00:18 2013
From: timothy-flynn at uiowa.edu (Flynn, Timothy)
Date: Fri, 18 Oct 2013 21:00:18 +0000
Subject: [rt-users] Errors with new instance on 4.2.0
In-Reply-To: <20131017143851.GM37001@jibsheet.com>
References: <2C85466E85AA96458FA56085D70598497A6E9929@hc-mailboxc1-n2.healthcare.uiowa.edu>
	<2C85466E85AA96458FA56085D70598497A6E98D2@hc-mailboxc1-n2.healthcare.uiowa.edu>
	<20131015182731.GI37001@jibsheet.com>
	<2C85466E85AA96458FA56085D70598497A6E9979@hc-mailboxc1-n2.healthcare.uiowa.edu>
	<2C85466E85AA96458FA56085D70598497A6E9BD0@hc-mailboxc1-n2.healthcare.uiowa.edu>
	<20131017143851.GM37001@jibsheet.com>
Message-ID: <2C85466E85AA96458FA56085D70598497A6EA2D7@hc-mailboxc1-n2.healthcare.uiowa.edu>

Kevin I found the issue.  The web user could not write to the RT logfile.  I now have a happy new instance of RT 4.0.18 & RTIR 3.  It took me a bit to figure out how to run rt-server.fcgi as the web user since a shell login was not allowed for that user (sudo su wouldn't execute command).  I just edited vipw quick and gave it a shell, tested the command and found the issue and set the shell back to false after.

Thank you,
Tim

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Thursday, October 17, 2013 9:39 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Errors with new instance on 4.2.0

On Wed, Oct 16, 2013 at 07:27:29PM +0000, Flynn, Timothy wrote:
> I reinstalled perlbrew to /opt/perl5 in case it was a permissions
> issue with perl. Rebuilt rt 4.0.18 and all dependencies under new
> perl. I've verified that RT is configured to use perl at that
> location:

Since your intent is to run 4.2.0 - why are you testing with 4.0.18?
I suggest you install the version you intend to deploy with (4.2.0) and then run /opt/rt4/sbin/rt-server.fcgi as the web user and see what permission errors or other messages you get.

-kevin

>
> #!/opt/perl5/perls/perl-5.18.1/bin/perl -w (first line of
> rt-server.fcgi)
>
> I still get a 500 http error when accessing the page with apache.   I did try the standalone rt server and it works fine.  I had to install Module::Refresh to get it to work.
>
> I checked and when I start apache (/var/lib/apache2/fcgid/shm) is created and removed when stopped so I believe apache does have write access to this file and location:
>
>
> I do have other RT servers with the same configuration aside from perlbrew and they work fine.   Reason I was using perlbrew is that I have plans for RT 4.2 and it's perl version requirement exceeds what my SLES 11 server has available.
>
> This is the only error I really have to go on in apache.  Nothing is being presented in the RT log.
>
> Apache error file:
> [warn] (104)Connection reset by peer: mod_fcgid: read data from fastcgi server error.
>  [error] [client XXXXX] Premature end of script headers:
> rt-server.fcgi
>
> Here is my apache vhost config (servername blanked out for security)
>
>
> <VirtualHost "servername here">
>         ### Optional apache logs for RT
>         # Ensure that your log rotation scripts know about these files
>         ErrorLog /var/log/apache2/"servername"-error_log
>         CustomLog /var/log/apache2/"servername"-access_log combined
>         LogLevel debug
>
>         AddDefaultCharset UTF-8
>
>         Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/
>         ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/
>
>         DocumentRoot "/opt/rt4/share/html"
>         <Location />
>             Order allow,deny
>             Allow from all
>
>             Options +ExecCGI
>             AddHandler fcgid-script fcgi
>         </Location>
> </VirtualHost>
>
>
> -Tim
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Flynn,
> Timothy
> Sent: Tuesday, October 15, 2013 3:27 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Errors with new instance on 4.2.0
>
> Ok thank you for the recommendations Kevin.  Apologies for replying to the wrong post.
>
> Tim
>
> -----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, October 15, 2013 1:28 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Errors with new instance on 4.2.0
>
> On Tue, Oct 15, 2013 at 05:57:37PM +0000, Flynn, Timothy wrote:
> > I deleted rt 4.2.0 and dropped the database, downloaded and
> > installed rt 4.0.18. Appear to have the same errors without doing
> > anything with RTIR. I did see some old threads on mod fcgi with
> > similar errors and returning exit 255. This is my first time
> > installing RT using perlbrew. Could that be the issue?
>
> Please don't hijack someone else's thread on the mailing list.
>
> I highly doubt that perlbrew is causing mod_fcgid problems.
>
> The most common problems are permission related (can apache write into /var/lib/apache2/fcgid ?) and SELinux related (does selinux allow apache to write into /var/lib/apache2/fcgid ?).
>
> You can also run the standalone RT server /opt/rt4/sbin/rt-server manually as root to ensure that you've installed and configured RT correctly.  After doing so, be sure to clean your mason cache before trying to configure mod_fcgid.
>
> -kevin
>
> On Tue, Oct 15, 2013 at 05:07:20PM +0000, Flynn, Timothy wrote:
> >    I am trying an install on a new server with Perlbrew 0.66, perl-5.18.1, fast cgi , RT 4.2.0,
> >    and RTIR 3.0.  Pretty much vanilla install right now with freshly initialized db.
> >
> >    When I access webpage I get the following errors in the logfile.
> >
> >    [warn] (104)Connection reset by peer: mod_fcgid: read data from fastcgi server error.
> >
> >    [debug] arch/unix/fcgid_proc_unix.c(525): (111)Connection refused: mod_fcgid: can't connect
> >    unix domain socket: /var/lib/apache2/fcgid//28251.1
> >
> >    [warn] (104)Connection reset by peer: mod_fcgid: read data from fastcgi server error.
> >
> >    [error] [client (IP ADDRESS)] Premature end of script headers:
> > rt-server.fcgi
> >
> >    [info] mod_fcgid: server /opt/rt4/sbin/rt-server.fcgi(28139)
> > started
> >
> >    [notice] mod_fcgid: process /opt/rt4/sbin/rt-server.fcgi(28139) exit(communication error),
> >    terminated by calling exit(), return code: 255
>
>
>
> ________________________________
> Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged.  If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited.  Please reply to the sender that you have received the message in error, then delete it.  Thank you.
> ________________________________
>
>
> ________________________________
> Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged.  If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited.  Please reply to the sender that you have received the message in error, then delete it.  Thank you.
> ________________________________


________________________________
Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged.  If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited.  Please reply to the sender that you have received the message in error, then delete it.  Thank you.
________________________________


From mathew.snyder at gmail.com  Fri Oct 18 20:08:08 2013
From: mathew.snyder at gmail.com (Mathew Snyder)
Date: Fri, 18 Oct 2013 20:08:08 -0400
Subject: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP
 settings, please
In-Reply-To: <6265B2EB12D194469B958F2E703D81830DE1CFB1D5@viper.pc.cognex.com>
References: <CACg9A6-VwKkywnCAq2103Wgfp7r0PHjPW_NnuD4rUZNkT+8C_g@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B6489760144D6AA@canis.intrepidls.com>
	<CACg9A6-iYLLyuoP5E8pn1pj8=Zy5rELAvWpP+6gXSrJFtJ5mSw@mail.gmail.com>
	<CACg9A6-fDT520gTFSaGGctoT7R4aHMEnOPs0WoJ_FZXf02YtsA@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B6489760144E22C@canis.intrepidls.com>
	<CACg9A68k+WWHOJroZfqS_Q+NF=SfqrOGuzD9j4mSuXAFG1bihA@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B64897601451CF4@canis.intrepidls.com>
	<CACg9A696EU2sC9bYRiZ-T-NCm0OHTAr1fwA2b_=KkTdkj-+A+g@mail.gmail.com>
	<6265B2EB12D194469B958F2E703D81830DE1CFB1D5@viper.pc.cognex.com>
Message-ID: <CACg9A69jJhVy=EZYzecRiSGbS8PhOQ-P_Xe9qT8Qp-+v_68i_w@mail.gmail.com>

I've actually been trying to get debugging turned on for a few days now.
I've set all of the variables:

Set( $LogToSTDERR, 'debug' );
Set( $LogToFile, 'debug' );
Set( $LogDir, '/var/log/' );
Set( $LogToFileNamed, 'rt.log' );
Set( $LogToSyslog, 'debug' );

I'm not getting any detailed information at all. In fact, the rt.log file
isn't even being created. I had tried to set the directory to /opt/rt4/log,
but the file wasn't being created there, either.




-Mathew

"When you do things right, people won't be sure you've done anything at
all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither
am I." - Me


On Fri, Oct 18, 2013 at 7:51 AM, Parish, Brent <bparish at cognex.com> wrote:

> Hi Matthew****
>
> ** **
>
> It sounds to me like you were authenticating ok initially, but getting an
> error in creating the user.****
>
> ** **
>
> And to answer your initial question about the group and group_attr
> settings, I don?t use those at all and it works fine for me.****
>
> ** **
>
> I would recommend putting things back to how you first had them (to
> generate the error your originally posted), turn the log level up to debug,
> and try again.****
>
> There are some debug statements within that method that may help identify
> where it is choking.****
>
> ** **
>
> **-          **Brent****
>
> ** **
>
> ** **
>
>  ****
>
> *From:* Mathew Snyder [mailto:mathew.snyder at gmail.com]
> *Sent:* Thursday, October 17, 2013 1:50 PM****
>
>
> *To:* Jeff Solberg
> *Cc:* rt-users at lists.bestpractical.com****
>
> *Subject:* Re: [rt-users] I need help with the RT-Authen-ExternalAuth
> LDAP settings, please****
>
>  ****
>
> I found another thread that indicated that the solution to the second
> problem was to add @domain to the end of the username. That just reverted
> to the previous list of errors with a couple new ones.****
>
>  ****
>
> Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $_[1] in
> join or string at /usr/local/share/perl5/Log/Dispatch.pm line 42.****
>
> Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $service in
> hash element at
> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
> line 611.****
>
> Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value in string eq
> at
> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
> line 613.****
>
> Oct 17 16:47:50 zen-rt RT: [24673]
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
> EmailAddress: , Gecos: user, Name: user, Privileged: ****
>
> Oct 17 16:47:50 zen-rt RT: [24673] Couldn't create user user: Could not
> set user info****
>
> Oct 17 16:47:50 zen-rt RT: [24673] FAILED LOGIN for user from
> 192.168.236.102****
>
>  ****
>
>
>  ****
>
>  ****
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Mathew Snyder
>
> *Sent:* Thursday, October 17, 2013 1:19 PM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* [rt-users] I need help with the RT-Authen-ExternalAuth LDAP
> settings, please
> ****
>
>  ****
>
> These are the settings I've started with:****
>
>  ****
>
> Set($ExternalSettings, {****
>
>     'AD'       =>  {****
>
>         'type'                      =>  'ldap',****
>
>         'server'                    =>  'domain_controller.example.com',**
> **
>
>         'base'                      =>  'dc=example,dc=com',****
>
>         'user'                      =>  'rtuser',****
>
>         'pass'                      =>  '********',****
>
>         'filter'                    =>  '(ObjectClass=*)',****
>
>         'tls'                       =>  0,****
>
>         'ssl_version'               =>  3,****
>
>         'net_ldap_args'             => [    version =>  3   ],****
>
>         'attr_match_list' => [****
>
>             'EmailAddress',****
>
>         ],****
>
>         'attr_map' => {****
>
>             'Name' => 'sAMAccountName',****
>
>             'EmailAddress' => 'mail',****
>
>             'RealName' => 'cn',****
>
>         },****
>
>  ****
>
> They aren't working. Whenever someone attempts an initial login with just
> their username (which should create their RT account) the following error
> is logged:****
>
> Oct 17 15:02:29 zen-rt RT: [23131] Use of uninitialized value in string eq
> at
> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
> line 613.****
>
> Oct 17 15:02:29 zen-rt RT: [23131]
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
> EmailAddress: , Gecos: user, Name: user, Privileged:****
>
> Oct 17 16:14:01 zen-rt RT: [24382] Couldn't create user user: Could not
> set user info****
>
> Oct 17 16:14:01 zen-rt RT: [24382] FAILED LOGIN for user from
> 192.168.236.102****
>
>  ****
>
> When initial logins are attempted with either example\username or
> example.com\username only the FAILED LOGIN line is displayed.****
>
>  ****
>
> We also have our Openfire Jabber server authenticating successfully. Those
> settings are****
>
> ldap.autoFollowAliasReferrals = true****
>
> ldap.autoFollowReferrals = false****
>
> ldap.baseDN = dc=example,dc=com****
>
> ldap.connectionPoolEnabled = true****
>
> ldap.debugEnabled = false****
>
> ldap.emailField = mail****
>
> ldap.encloseDNs = true****
>
> ldap.groupDescriptionField = description****
>
> ldap.groupMemberField = member****
>
> ldap.groupNameField = cn****
>
> ldap.groupSearchFilter = (objectClass=group)****
>
> ldap.host = domain_controller.example.com****
>
> ldap.ldapDebugEnabled = false****
>
> ldap.nameField = cn****
>
> ldap.port = 389****
>
> ldap.searchFilter = (objectClass=*)****
>
> ldap.usernameField = sAMAccountName****
>
>  ****
>
>  ****
>
> I know they don't match up exactly in terms of what Openfire calls the
> settings vs. what RT does, but I'm hoping someone can help me sort out what
> should be plugged in where on the RT side. For example, I don't know what
> the group_attr or group_attr_value setting should contain (if anything) in
> the RT_SiteConfig.pm file. Basically, anything from the "group" settings.*
> ***
>
>  ****
>
> -Mathew
>
> "When you do things right, people won't be sure you've done anything at
> all." - God; Futurama****
>
>  ****
>
> "We'll get along much better once you accept that you're wrong and
> neither am I." - Me****
>
>  ****
>
>  ****
>
>  ****
>
> ** **
>
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From mathew.snyder at gmail.com  Fri Oct 18 20:57:04 2013
From: mathew.snyder at gmail.com (Mathew Snyder)
Date: Fri, 18 Oct 2013 20:57:04 -0400
Subject: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP
 settings, please
In-Reply-To: <CACg9A69jJhVy=EZYzecRiSGbS8PhOQ-P_Xe9qT8Qp-+v_68i_w@mail.gmail.com>
References: <CACg9A6-VwKkywnCAq2103Wgfp7r0PHjPW_NnuD4rUZNkT+8C_g@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B6489760144D6AA@canis.intrepidls.com>
	<CACg9A6-iYLLyuoP5E8pn1pj8=Zy5rELAvWpP+6gXSrJFtJ5mSw@mail.gmail.com>
	<CACg9A6-fDT520gTFSaGGctoT7R4aHMEnOPs0WoJ_FZXf02YtsA@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B6489760144E22C@canis.intrepidls.com>
	<CACg9A68k+WWHOJroZfqS_Q+NF=SfqrOGuzD9j4mSuXAFG1bihA@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B64897601451CF4@canis.intrepidls.com>
	<CACg9A696EU2sC9bYRiZ-T-NCm0OHTAr1fwA2b_=KkTdkj-+A+g@mail.gmail.com>
	<6265B2EB12D194469B958F2E703D81830DE1CFB1D5@viper.pc.cognex.com>
	<CACg9A69jJhVy=EZYzecRiSGbS8PhOQ-P_Xe9qT8Qp-+v_68i_w@mail.gmail.com>
Message-ID: <CACg9A68_Tvwv+FB4qSfKG0r9fkkVYvFx7idEP=orvRZTs7rj_g@mail.gmail.com>

I seem to be getting closer. I'm down to only the "FAILED LOGIN for user
from..." error.

I've found that in order to get down to just that I have to include the
domain in the username either as

   - domain\user
   - domain.local\user
   - user at domain
   - user at domain.local

However, if I use just the username I get

[3221] [Sat Oct 19 00:44:37 2013] [warning]: Use of uninitialized value
$_[1] in join or string at /usr/local/share/perl5/Log/Dispatch.pm line 42.
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:607)
[3221] [Sat Oct 19 00:44:37 2013] [warning]: Use of uninitialized value
$service in hash element at
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 611.
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:611)
[3221] [Sat Oct 19 00:44:37 2013] [warning]: Use of uninitialized value in
string eq at
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 613.
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:613)
[3221] [Sat Oct 19 00:44:37 2013] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
EmailAddress: , Gecos: user, Name: user, Privileged:
 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:685)
[3221] [Sat Oct 19 00:44:37 2013] [error]: Couldn't create user user: Could
not set user info
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:278)
[3221] [Sat Oct 19 00:44:37 2013] [error]: FAILED LOGIN for user from
192.168.236.119 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:814)

The domain does not seem to be getting passed as part of the username when
I attempt to log in. Interestingly, though, when I don't use the domain, I
do get the info line in the log which contains bits of information that
wouldn't otherwise be returned from AD. If I do use the domain that doesn't
get returned, but I'm still unable to log in.

I know my credentials are accurate because they are the same as I use to
log into our VPN and that is tied to AD.

My current settings:

Set($ExternalAuthPriority,  [ 'AD' ] );
Set($ExternalServiceUsesSSLorTLS,    0);
Set($AutoCreateNonExternalUsers,    0);
Set($ExternalSettings, {
    'AD'       =>  {
        'type'                      =>  'ldap',
        'server'                    =>  'dc1.domain.local',
        'base'                      =>  'dc=domain,dc=local',
        'user'                      =>  'rtuser',
        'pass'                      =>  'xxxxxxxx',
        'filter'                    =>  '(ObjectClass=*)',
        'd_filter'                  =>
 '(userAccountControl:1.2.840.113556.1.4.803=2)',
        'group_scope'               =>  'base',
        'tls'                       =>  0,
        'ssl_version'               =>  3,
        'net_ldap_args'             => [    version =>  3   ],
        'attr_match_list' => [
            'Name',
        ],
        'attr_map' => {
            'Name' => 'sAMAccountName',
            'EmailAddress' => 'mail',
            'Organization' => 'physicalDeliveryOfficeName',
            'RealName' => 'cn',
            'ExternalAuthId' => 'sAMAccountName',
            'Gecos' => 'sAMAccountName',
            'WorkPhone' => 'telephoneNumber',
            'Address1' => 'streetAddress',
            'City' => 'l',
            'State' => 'st',
            'Zip' => 'postalCode',
            'Country' => 'co'
        },
    },
} );

Further assistance will be appreciated.

-Mathew

"When you do things right, people won't be sure you've done anything at
all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither
am I." - Me


On Fri, Oct 18, 2013 at 8:08 PM, Mathew Snyder <mathew.snyder at gmail.com>wrote:

> I've actually been trying to get debugging turned on for a few days now.
> I've set all of the variables:
>
> Set( $LogToSTDERR, 'debug' );
> Set( $LogToFile, 'debug' );
> Set( $LogDir, '/var/log/' );
> Set( $LogToFileNamed, 'rt.log' );
> Set( $LogToSyslog, 'debug' );
>
> I'm not getting any detailed information at all. In fact, the rt.log file
> isn't even being created. I had tried to set the directory to /opt/rt4/log,
> but the file wasn't being created there, either.
>
>
>
>
> -Mathew
>
> "When you do things right, people won't be sure you've done anything at
> all." - God; Futurama
>
> "We'll get along much better once you accept that you're wrong and
> neither am I." - Me
>
>
> On Fri, Oct 18, 2013 at 7:51 AM, Parish, Brent <bparish at cognex.com> wrote:
>
>> Hi Matthew****
>>
>> ** **
>>
>> It sounds to me like you were authenticating ok initially, but getting an
>> error in creating the user.****
>>
>> ** **
>>
>> And to answer your initial question about the group and group_attr
>> settings, I don?t use those at all and it works fine for me.****
>>
>> ** **
>>
>> I would recommend putting things back to how you first had them (to
>> generate the error your originally posted), turn the log level up to debug,
>> and try again.****
>>
>> There are some debug statements within that method that may help identify
>> where it is choking.****
>>
>> ** **
>>
>> **-          **Brent****
>>
>> ** **
>>
>> ** **
>>
>>  ****
>>
>> *From:* Mathew Snyder [mailto:mathew.snyder at gmail.com]
>> *Sent:* Thursday, October 17, 2013 1:50 PM****
>>
>>
>> *To:* Jeff Solberg
>> *Cc:* rt-users at lists.bestpractical.com****
>>
>> *Subject:* Re: [rt-users] I need help with the RT-Authen-ExternalAuth
>> LDAP settings, please****
>>
>>  ****
>>
>> I found another thread that indicated that the solution to the second
>> problem was to add @domain to the end of the username. That just reverted
>> to the previous list of errors with a couple new ones.****
>>
>>  ****
>>
>> Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $_[1] in
>> join or string at /usr/local/share/perl5/Log/Dispatch.pm line 42.****
>>
>> Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $service in
>> hash element at
>> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
>> line 611.****
>>
>> Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value in string
>> eq at
>> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
>> line 613.****
>>
>> Oct 17 16:47:50 zen-rt RT: [24673]
>> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
>> EmailAddress: , Gecos: user, Name: user, Privileged: ****
>>
>> Oct 17 16:47:50 zen-rt RT: [24673] Couldn't create user user: Could not
>> set user info****
>>
>> Oct 17 16:47:50 zen-rt RT: [24673] FAILED LOGIN for user from
>> 192.168.236.102****
>>
>>  ****
>>
>>
>>  ****
>>
>>  ****
>>
>> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
>> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Mathew Snyder
>>
>> *Sent:* Thursday, October 17, 2013 1:19 PM
>> *To:* rt-users at lists.bestpractical.com
>> *Subject:* [rt-users] I need help with the RT-Authen-ExternalAuth LDAP
>> settings, please
>> ****
>>
>>  ****
>>
>> These are the settings I've started with:****
>>
>>  ****
>>
>> Set($ExternalSettings, {****
>>
>>     'AD'       =>  {****
>>
>>         'type'                      =>  'ldap',****
>>
>>         'server'                    =>  'domain_controller.example.com',*
>> ***
>>
>>         'base'                      =>  'dc=example,dc=com',****
>>
>>         'user'                      =>  'rtuser',****
>>
>>         'pass'                      =>  '********',****
>>
>>         'filter'                    =>  '(ObjectClass=*)',****
>>
>>         'tls'                       =>  0,****
>>
>>         'ssl_version'               =>  3,****
>>
>>         'net_ldap_args'             => [    version =>  3   ],****
>>
>>         'attr_match_list' => [****
>>
>>             'EmailAddress',****
>>
>>         ],****
>>
>>         'attr_map' => {****
>>
>>             'Name' => 'sAMAccountName',****
>>
>>             'EmailAddress' => 'mail',****
>>
>>             'RealName' => 'cn',****
>>
>>         },****
>>
>>  ****
>>
>> They aren't working. Whenever someone attempts an initial login with just
>> their username (which should create their RT account) the following error
>> is logged:****
>>
>> Oct 17 15:02:29 zen-rt RT: [23131] Use of uninitialized value in string
>> eq at
>> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
>> line 613.****
>>
>> Oct 17 15:02:29 zen-rt RT: [23131]
>> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
>> EmailAddress: , Gecos: user, Name: user, Privileged:****
>>
>> Oct 17 16:14:01 zen-rt RT: [24382] Couldn't create user user: Could not
>> set user info****
>>
>> Oct 17 16:14:01 zen-rt RT: [24382] FAILED LOGIN for user from
>> 192.168.236.102****
>>
>>  ****
>>
>> When initial logins are attempted with either example\username or
>> example.com\username only the FAILED LOGIN line is displayed.****
>>
>>  ****
>>
>> We also have our Openfire Jabber server authenticating successfully.
>> Those settings are****
>>
>> ldap.autoFollowAliasReferrals = true****
>>
>> ldap.autoFollowReferrals = false****
>>
>> ldap.baseDN = dc=example,dc=com****
>>
>> ldap.connectionPoolEnabled = true****
>>
>> ldap.debugEnabled = false****
>>
>> ldap.emailField = mail****
>>
>> ldap.encloseDNs = true****
>>
>> ldap.groupDescriptionField = description****
>>
>> ldap.groupMemberField = member****
>>
>> ldap.groupNameField = cn****
>>
>> ldap.groupSearchFilter = (objectClass=group)****
>>
>> ldap.host = domain_controller.example.com****
>>
>> ldap.ldapDebugEnabled = false****
>>
>> ldap.nameField = cn****
>>
>> ldap.port = 389****
>>
>> ldap.searchFilter = (objectClass=*)****
>>
>> ldap.usernameField = sAMAccountName****
>>
>>  ****
>>
>>  ****
>>
>> I know they don't match up exactly in terms of what Openfire calls the
>> settings vs. what RT does, but I'm hoping someone can help me sort out what
>> should be plugged in where on the RT side. For example, I don't know what
>> the group_attr or group_attr_value setting should contain (if anything) in
>> the RT_SiteConfig.pm file. Basically, anything from the "group" settings.
>> ****
>>
>>  ****
>>
>> -Mathew
>>
>> "When you do things right, people won't be sure you've done anything at
>> all." - God; Futurama****
>>
>>  ****
>>
>> "We'll get along much better once you accept that you're wrong and
>> neither am I." - Me****
>>
>>  ****
>>
>>  ****
>>
>>  ****
>>
>> ** **
>>
>
>
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From mathew.snyder at gmail.com  Fri Oct 18 21:10:02 2013
From: mathew.snyder at gmail.com (Mathew Snyder)
Date: Fri, 18 Oct 2013 21:10:02 -0400
Subject: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP
 settings, please
In-Reply-To: <CACg9A68_Tvwv+FB4qSfKG0r9fkkVYvFx7idEP=orvRZTs7rj_g@mail.gmail.com>
References: <CACg9A6-VwKkywnCAq2103Wgfp7r0PHjPW_NnuD4rUZNkT+8C_g@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B6489760144D6AA@canis.intrepidls.com>
	<CACg9A6-iYLLyuoP5E8pn1pj8=Zy5rELAvWpP+6gXSrJFtJ5mSw@mail.gmail.com>
	<CACg9A6-fDT520gTFSaGGctoT7R4aHMEnOPs0WoJ_FZXf02YtsA@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B6489760144E22C@canis.intrepidls.com>
	<CACg9A68k+WWHOJroZfqS_Q+NF=SfqrOGuzD9j4mSuXAFG1bihA@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B64897601451CF4@canis.intrepidls.com>
	<CACg9A696EU2sC9bYRiZ-T-NCm0OHTAr1fwA2b_=KkTdkj-+A+g@mail.gmail.com>
	<6265B2EB12D194469B958F2E703D81830DE1CFB1D5@viper.pc.cognex.com>
	<CACg9A69jJhVy=EZYzecRiSGbS8PhOQ-P_Xe9qT8Qp-+v_68i_w@mail.gmail.com>
	<CACg9A68_Tvwv+FB4qSfKG0r9fkkVYvFx7idEP=orvRZTs7rj_g@mail.gmail.com>
Message-ID: <CACg9A6_NbV+dqm0rELVEU2TsBhUzMccdP1usULu-jVpWwWmm=g@mail.gmail.com>

I have solved this problem!

I had the $AutoCreateNonExternalUsers set to 0. I changed it to 1.

I completely misinterpreted this setting. I have an AD account which I
thought would be considered internal and therefore be created when I first
logged in.

Frankly, I'm still confused about what I was thinking. Either way, it works.


-Mathew

"When you do things right, people won't be sure you've done anything at
all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither
am I." - Me


On Fri, Oct 18, 2013 at 8:57 PM, Mathew Snyder <mathew.snyder at gmail.com>wrote:

> I seem to be getting closer. I'm down to only the "FAILED LOGIN for user
> from..." error.
>
> I've found that in order to get down to just that I have to include the
> domain in the username either as
>
>    - domain\user
>    - domain.local\user
>    - user at domain
>    - user at domain.local
>
> However, if I use just the username I get
>
> [3221] [Sat Oct 19 00:44:37 2013] [warning]: Use of uninitialized value
> $_[1] in join or string at /usr/local/share/perl5/Log/Dispatch.pm line 42.
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:607)
> [3221] [Sat Oct 19 00:44:37 2013] [warning]: Use of uninitialized value
> $service in hash element at
> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
> line 611.
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:611)
> [3221] [Sat Oct 19 00:44:37 2013] [warning]: Use of uninitialized value in
> string eq at
> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
> line 613.
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:613)
> [3221] [Sat Oct 19 00:44:37 2013] [info]:
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
> EmailAddress: , Gecos: user, Name: user, Privileged:
>  (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:685)
> [3221] [Sat Oct 19 00:44:37 2013] [error]: Couldn't create user user:
> Could not set user info
> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:278)
> [3221] [Sat Oct 19 00:44:37 2013] [error]: FAILED LOGIN for user from
> 192.168.236.119 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:814)
>
> The domain does not seem to be getting passed as part of the username when
> I attempt to log in. Interestingly, though, when I don't use the domain, I
> do get the info line in the log which contains bits of information that
> wouldn't otherwise be returned from AD. If I do use the domain that doesn't
> get returned, but I'm still unable to log in.
>
> I know my credentials are accurate because they are the same as I use to
> log into our VPN and that is tied to AD.
>
> My current settings:
>
> Set($ExternalAuthPriority,  [ 'AD' ] );
> Set($ExternalServiceUsesSSLorTLS,    0);
> Set($AutoCreateNonExternalUsers,    0);
> Set($ExternalSettings, {
>     'AD'       =>  {
>         'type'                      =>  'ldap',
>         'server'                    =>  'dc1.domain.local',
>         'base'                      =>  'dc=domain,dc=local',
>         'user'                      =>  'rtuser',
>         'pass'                      =>  'xxxxxxxx',
>         'filter'                    =>  '(ObjectClass=*)',
>         'd_filter'                  =>
>  '(userAccountControl:1.2.840.113556.1.4.803=2)',
>         'group_scope'               =>  'base',
>         'tls'                       =>  0,
>         'ssl_version'               =>  3,
>         'net_ldap_args'             => [    version =>  3   ],
>         'attr_match_list' => [
>             'Name',
>         ],
>         'attr_map' => {
>             'Name' => 'sAMAccountName',
>             'EmailAddress' => 'mail',
>             'Organization' => 'physicalDeliveryOfficeName',
>             'RealName' => 'cn',
>              'ExternalAuthId' => 'sAMAccountName',
>             'Gecos' => 'sAMAccountName',
>             'WorkPhone' => 'telephoneNumber',
>             'Address1' => 'streetAddress',
>             'City' => 'l',
>             'State' => 'st',
>             'Zip' => 'postalCode',
>             'Country' => 'co'
>         },
>     },
> } );
>
> Further assistance will be appreciated.
>
> -Mathew
>
> "When you do things right, people won't be sure you've done anything at
> all." - God; Futurama
>
> "We'll get along much better once you accept that you're wrong and
> neither am I." - Me
>
>
> On Fri, Oct 18, 2013 at 8:08 PM, Mathew Snyder <mathew.snyder at gmail.com>wrote:
>
>> I've actually been trying to get debugging turned on for a few days now.
>> I've set all of the variables:
>>
>> Set( $LogToSTDERR, 'debug' );
>> Set( $LogToFile, 'debug' );
>> Set( $LogDir, '/var/log/' );
>> Set( $LogToFileNamed, 'rt.log' );
>> Set( $LogToSyslog, 'debug' );
>>
>> I'm not getting any detailed information at all. In fact, the rt.log file
>> isn't even being created. I had tried to set the directory to /opt/rt4/log,
>> but the file wasn't being created there, either.
>>
>>
>>
>>
>> -Mathew
>>
>> "When you do things right, people won't be sure you've done anything at
>> all." - God; Futurama
>>
>> "We'll get along much better once you accept that you're wrong and
>> neither am I." - Me
>>
>>
>> On Fri, Oct 18, 2013 at 7:51 AM, Parish, Brent <bparish at cognex.com>wrote:
>>
>>> Hi Matthew****
>>>
>>> ** **
>>>
>>> It sounds to me like you were authenticating ok initially, but getting
>>> an error in creating the user.****
>>>
>>> ** **
>>>
>>> And to answer your initial question about the group and group_attr
>>> settings, I don?t use those at all and it works fine for me.****
>>>
>>> ** **
>>>
>>> I would recommend putting things back to how you first had them (to
>>> generate the error your originally posted), turn the log level up to debug,
>>> and try again.****
>>>
>>> There are some debug statements within that method that may help
>>> identify where it is choking.****
>>>
>>> ** **
>>>
>>> **-          **Brent****
>>>
>>> ** **
>>>
>>> ** **
>>>
>>>  ****
>>>
>>> *From:* Mathew Snyder [mailto:mathew.snyder at gmail.com]
>>> *Sent:* Thursday, October 17, 2013 1:50 PM****
>>>
>>>
>>> *To:* Jeff Solberg
>>> *Cc:* rt-users at lists.bestpractical.com****
>>>
>>> *Subject:* Re: [rt-users] I need help with the RT-Authen-ExternalAuth
>>> LDAP settings, please****
>>>
>>>  ****
>>>
>>> I found another thread that indicated that the solution to the second
>>> problem was to add @domain to the end of the username. That just reverted
>>> to the previous list of errors with a couple new ones.****
>>>
>>>  ****
>>>
>>> Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $_[1] in
>>> join or string at /usr/local/share/perl5/Log/Dispatch.pm line 42.****
>>>
>>> Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $service
>>> in hash element at
>>> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
>>> line 611.****
>>>
>>> Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value in string
>>> eq at
>>> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
>>> line 613.****
>>>
>>> Oct 17 16:47:50 zen-rt RT: [24673]
>>> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
>>> EmailAddress: , Gecos: user, Name: user, Privileged: ****
>>>
>>> Oct 17 16:47:50 zen-rt RT: [24673] Couldn't create user user: Could not
>>> set user info****
>>>
>>> Oct 17 16:47:50 zen-rt RT: [24673] FAILED LOGIN for user from
>>> 192.168.236.102****
>>>
>>>  ****
>>>
>>>
>>>  ****
>>>
>>>  ****
>>>
>>> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
>>> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Mathew Snyder
>>>
>>> *Sent:* Thursday, October 17, 2013 1:19 PM
>>> *To:* rt-users at lists.bestpractical.com
>>> *Subject:* [rt-users] I need help with the RT-Authen-ExternalAuth LDAP
>>> settings, please
>>> ****
>>>
>>>  ****
>>>
>>> These are the settings I've started with:****
>>>
>>>  ****
>>>
>>> Set($ExternalSettings, {****
>>>
>>>     'AD'       =>  {****
>>>
>>>         'type'                      =>  'ldap',****
>>>
>>>         'server'                    =>  'domain_controller.example.com',
>>> ****
>>>
>>>         'base'                      =>  'dc=example,dc=com',****
>>>
>>>         'user'                      =>  'rtuser',****
>>>
>>>         'pass'                      =>  '********',****
>>>
>>>         'filter'                    =>  '(ObjectClass=*)',****
>>>
>>>         'tls'                       =>  0,****
>>>
>>>         'ssl_version'               =>  3,****
>>>
>>>         'net_ldap_args'             => [    version =>  3   ],****
>>>
>>>         'attr_match_list' => [****
>>>
>>>             'EmailAddress',****
>>>
>>>         ],****
>>>
>>>         'attr_map' => {****
>>>
>>>             'Name' => 'sAMAccountName',****
>>>
>>>             'EmailAddress' => 'mail',****
>>>
>>>             'RealName' => 'cn',****
>>>
>>>         },****
>>>
>>>  ****
>>>
>>> They aren't working. Whenever someone attempts an initial login with
>>> just their username (which should create their RT account) the following
>>> error is logged:****
>>>
>>> Oct 17 15:02:29 zen-rt RT: [23131] Use of uninitialized value in string
>>> eq at
>>> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
>>> line 613.****
>>>
>>> Oct 17 15:02:29 zen-rt RT: [23131]
>>> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
>>> EmailAddress: , Gecos: user, Name: user, Privileged:****
>>>
>>> Oct 17 16:14:01 zen-rt RT: [24382] Couldn't create user user: Could not
>>> set user info****
>>>
>>> Oct 17 16:14:01 zen-rt RT: [24382] FAILED LOGIN for user from
>>> 192.168.236.102****
>>>
>>>  ****
>>>
>>> When initial logins are attempted with either example\username or
>>> example.com\username only the FAILED LOGIN line is displayed.****
>>>
>>>  ****
>>>
>>> We also have our Openfire Jabber server authenticating successfully.
>>> Those settings are****
>>>
>>> ldap.autoFollowAliasReferrals = true****
>>>
>>> ldap.autoFollowReferrals = false****
>>>
>>> ldap.baseDN = dc=example,dc=com****
>>>
>>> ldap.connectionPoolEnabled = true****
>>>
>>> ldap.debugEnabled = false****
>>>
>>> ldap.emailField = mail****
>>>
>>> ldap.encloseDNs = true****
>>>
>>> ldap.groupDescriptionField = description****
>>>
>>> ldap.groupMemberField = member****
>>>
>>> ldap.groupNameField = cn****
>>>
>>> ldap.groupSearchFilter = (objectClass=group)****
>>>
>>> ldap.host = domain_controller.example.com****
>>>
>>> ldap.ldapDebugEnabled = false****
>>>
>>> ldap.nameField = cn****
>>>
>>> ldap.port = 389****
>>>
>>> ldap.searchFilter = (objectClass=*)****
>>>
>>> ldap.usernameField = sAMAccountName****
>>>
>>>  ****
>>>
>>>  ****
>>>
>>> I know they don't match up exactly in terms of what Openfire calls the
>>> settings vs. what RT does, but I'm hoping someone can help me sort out what
>>> should be plugged in where on the RT side. For example, I don't know what
>>> the group_attr or group_attr_value setting should contain (if anything) in
>>> the RT_SiteConfig.pm file. Basically, anything from the "group" settings.
>>> ****
>>>
>>>  ****
>>>
>>> -Mathew
>>>
>>> "When you do things right, people won't be sure you've done anything at
>>> all." - God; Futurama****
>>>
>>>  ****
>>>
>>> "We'll get along much better once you accept that you're wrong and
>>> neither am I." - Me****
>>>
>>>  ****
>>>
>>>  ****
>>>
>>>  ****
>>>
>>> ** **
>>>
>>
>>
>
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From mathew.snyder at gmail.com  Fri Oct 18 21:51:39 2013
From: mathew.snyder at gmail.com (Mathew Snyder)
Date: Fri, 18 Oct 2013 21:51:39 -0400
Subject: [rt-users] Using $AutoCreate
Message-ID: <CACg9A68vAU+3ZfEvsaS8DaJEhDbrG8rguWD0U19UuEyNhT8JAA@mail.gmail.com>

Where can I get a list of all of the options that can be passed by
$AutoCreate? Are all of the Create hash params in Users.pm what I'm looking
for? It doesn't seem like they would be because I have "Privileged" set,
but according to the documentation the Create "Privileged" hash param
returns a value rather than sets it whereas the "SetPrivileged" param
actually sets the value.

-Mathew

"When you do things right, people won't be sure you've done anything at
all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither
am I." - Me
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From bparish at cognex.com  Sat Oct 19 08:11:42 2013
From: bparish at cognex.com (Parish, Brent)
Date: Sat, 19 Oct 2013 08:11:42 -0400
Subject: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP
 settings, please
In-Reply-To: <CACg9A6_NbV+dqm0rELVEU2TsBhUzMccdP1usULu-jVpWwWmm=g@mail.gmail.com>
References: <CACg9A6-VwKkywnCAq2103Wgfp7r0PHjPW_NnuD4rUZNkT+8C_g@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B6489760144D6AA@canis.intrepidls.com>
	<CACg9A6-iYLLyuoP5E8pn1pj8=Zy5rELAvWpP+6gXSrJFtJ5mSw@mail.gmail.com>
	<CACg9A6-fDT520gTFSaGGctoT7R4aHMEnOPs0WoJ_FZXf02YtsA@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B6489760144E22C@canis.intrepidls.com>
	<CACg9A68k+WWHOJroZfqS_Q+NF=SfqrOGuzD9j4mSuXAFG1bihA@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B64897601451CF4@canis.intrepidls.com>
	<CACg9A696EU2sC9bYRiZ-T-NCm0OHTAr1fwA2b_=KkTdkj-+A+g@mail.gmail.com>
	<6265B2EB12D194469B958F2E703D81830DE1CFB1D5@viper.pc.cognex.com>
	<CACg9A69jJhVy=EZYzecRiSGbS8PhOQ-P_Xe9qT8Qp-+v_68i_w@mail.gmail.com>
	<CACg9A68_Tvwv+FB4qSfKG0r9fkkVYvFx7idEP=orvRZTs7rj_g@mail.gmail.com>
	<CACg9A6_NbV+dqm0rELVEU2TsBhUzMccdP1usULu-jVpWwWmm=g@mail.gmail.com>
Message-ID: <6265B2EB12D194469B958F2E703D81830DE1CFB8E0@viper.pc.cognex.com>

If this is working for you as expected, then that?s wonderful and congratulations!

You are correct in your original thinking ? I have the AutoCreateNonExternalUsers turned on, but that?s not required to authenticate against AD.
That setting is used if you want to go ahead and create the new user in RT when they first hit RT, even if they don?t currently exist in AD.
With this turned on, I can now add tickets for new hires, with the new hire as the requestor, even though I have not created their account in AD yet.
Then I use the LDAPImport extension to sync the account details later, after they have been added to AD.

As to logging:

I created a log directory under /opt/rt4/var for all my logs.  I then touched the rt.log file to create it and I changed owner and group of the log dir (and rt.log file) so that the web server could write to it.

Set($LogToFile, 'debug');
Set($LogDir, '/opt/rt4/var/log');
Set($LogToFileNamed, "rt.log");

Good luck, glad to hear you are making progress!

-          Brent




From: Mathew Snyder [mailto:mathew.snyder at gmail.com]
Sent: Friday, October 18, 2013 9:10 PM
To: Parish, Brent
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP settings, please

I have solved this problem!

I had the $AutoCreateNonExternalUsers set to 0. I changed it to 1.

I completely misinterpreted this setting. I have an AD account which I thought would be considered internal and therefore be created when I first logged in.

Frankly, I'm still confused about what I was thinking. Either way, it works.


-Mathew

"When you do things right, people won't be sure you've done anything at all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither am I." - Me

On Fri, Oct 18, 2013 at 8:57 PM, Mathew Snyder <mathew.snyder at gmail.com<mailto:mathew.snyder at gmail.com>> wrote:
I seem to be getting closer. I'm down to only the "FAILED LOGIN for user from..." error.

I've found that in order to get down to just that I have to include the domain in the username either as
?         domain\user
?         domain.local\user
?         user at domain
?         user at domain.local<mailto:user at domain.local>
However, if I use just the username I get

[3221] [Sat Oct 19 00:44:37 2013] [warning]: Use of uninitialized value $_[1] in join or string at /usr/local/share/perl5/Log/Dispatch.pm line 42. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:607)
[3221] [Sat Oct 19 00:44:37 2013] [warning]: Use of uninitialized value $service in hash element at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 611. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:611)
[3221] [Sat Oct 19 00:44:37 2013] [warning]: Use of uninitialized value in string eq at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 613. (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:613)
[3221] [Sat Oct 19 00:44:37 2013] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: , EmailAddress: , Gecos: user, Name: user, Privileged:  (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:685)
[3221] [Sat Oct 19 00:44:37 2013] [error]: Couldn't create user user: Could not set user info (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:278)
[3221] [Sat Oct 19 00:44:37 2013] [error]: FAILED LOGIN for user from 192.168.236.119 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:814)

The domain does not seem to be getting passed as part of the username when I attempt to log in. Interestingly, though, when I don't use the domain, I do get the info line in the log which contains bits of information that wouldn't otherwise be returned from AD. If I do use the domain that doesn't get returned, but I'm still unable to log in.

I know my credentials are accurate because they are the same as I use to log into our VPN and that is tied to AD.

My current settings:

Set($ExternalAuthPriority,  [ 'AD' ] );
Set($ExternalServiceUsesSSLorTLS,    0);
Set($AutoCreateNonExternalUsers,    0);
Set($ExternalSettings, {
    'AD'       =>  {
        'type'                      =>  'ldap',
        'server'                    =>  'dc1.domain.local',
        'base'                      =>  'dc=domain,dc=local',
        'user'                      =>  'rtuser',
        'pass'                      =>  'xxxxxxxx',
        'filter'                    =>  '(ObjectClass=*)',
        'd_filter'                  =>  '(userAccountControl:1.2.840.113556.1.4.803=2)',
        'group_scope'               =>  'base',
        'tls'                       =>  0,
        'ssl_version'               =>  3,
        'net_ldap_args'             => [    version =>  3   ],
        'attr_match_list' => [
            'Name',
        ],
        'attr_map' => {
            'Name' => 'sAMAccountName',
            'EmailAddress' => 'mail',
            'Organization' => 'physicalDeliveryOfficeName',
            'RealName' => 'cn',
            'ExternalAuthId' => 'sAMAccountName',
            'Gecos' => 'sAMAccountName',
            'WorkPhone' => 'telephoneNumber',
            'Address1' => 'streetAddress',
            'City' => 'l',
            'State' => 'st',
            'Zip' => 'postalCode',
            'Country' => 'co'
        },
    },
} );

Further assistance will be appreciated.

-Mathew

"When you do things right, people won't be sure you've done anything at all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither am I." - Me

On Fri, Oct 18, 2013 at 8:08 PM, Mathew Snyder <mathew.snyder at gmail.com<mailto:mathew.snyder at gmail.com>> wrote:
I've actually been trying to get debugging turned on for a few days now. I've set all of the variables:

Set( $LogToSTDERR, 'debug' );
Set( $LogToFile, 'debug' );
Set( $LogDir, '/var/log/' );
Set( $LogToFileNamed, 'rt.log' );
Set( $LogToSyslog, 'debug' );

I'm not getting any detailed information at all. In fact, the rt.log file isn't even being created. I had tried to set the directory to /opt/rt4/log, but the file wasn't being created there, either.




-Mathew

"When you do things right, people won't be sure you've done anything at all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither am I." - Me

On Fri, Oct 18, 2013 at 7:51 AM, Parish, Brent <bparish at cognex.com<mailto:bparish at cognex.com>> wrote:
Hi Matthew

It sounds to me like you were authenticating ok initially, but getting an error in creating the user.

And to answer your initial question about the group and group_attr settings, I don?t use those at all and it works fine for me.

I would recommend putting things back to how you first had them (to generate the error your originally posted), turn the log level up to debug, and try again.
There are some debug statements within that method that may help identify where it is choking.


-          Brent



From: Mathew Snyder [mailto:mathew.snyder at gmail.com<mailto:mathew.snyder at gmail.com>]
Sent: Thursday, October 17, 2013 1:50 PM

To: Jeff Solberg
Cc: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP settings, please

I found another thread that indicated that the solution to the second problem was to add @domain to the end of the username. That just reverted to the previous list of errors with a couple new ones.

Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $_[1] in join or string at /usr/local/share/perl5/Log/Dispatch.pm line 42.
Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $service in hash element at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 611.
Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value in string eq at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 613.
Oct 17 16:47:50 zen-rt RT: [24673] RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: , EmailAddress: , Gecos: user, Name: user, Privileged:
Oct 17 16:47:50 zen-rt RT: [24673] Couldn't create user user: Could not set user info
Oct 17 16:47:50 zen-rt RT: [24673] FAILED LOGIN for user from 192.168.236.102




From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com>] On Behalf Of Mathew Snyder

Sent: Thursday, October 17, 2013 1:19 PM
To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP settings, please

These are the settings I've started with:

Set($ExternalSettings, {
    'AD'       =>  {
        'type'                      =>  'ldap',
        'server'                    =>  'domain_controller.example.com<http://domain_controller.example.com>',
        'base'                      =>  'dc=example,dc=com',
        'user'                      =>  'rtuser',
        'pass'                      =>  '********',
        'filter'                    =>  '(ObjectClass=*)',
        'tls'                       =>  0,
        'ssl_version'               =>  3,
        'net_ldap_args'             => [    version =>  3   ],
        'attr_match_list' => [
            'EmailAddress',
        ],
        'attr_map' => {
            'Name' => 'sAMAccountName',
            'EmailAddress' => 'mail',
            'RealName' => 'cn',
        },

They aren't working. Whenever someone attempts an initial login with just their username (which should create their RT account) the following error is logged:
Oct 17 15:02:29 zen-rt RT: [23131] Use of uninitialized value in string eq at /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 613.
Oct 17 15:02:29 zen-rt RT: [23131] RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: , EmailAddress: , Gecos: user, Name: user, Privileged:
Oct 17 16:14:01 zen-rt RT: [24382] Couldn't create user user: Could not set user info
Oct 17 16:14:01 zen-rt RT: [24382] FAILED LOGIN for user from 192.168.236.102

When initial logins are attempted with either example\username or example.com<http://example.com>\username only the FAILED LOGIN line is displayed.

We also have our Openfire Jabber server authenticating successfully. Those settings are
ldap.autoFollowAliasReferrals = true
ldap.autoFollowReferrals = false
ldap.baseDN = dc=example,dc=com
ldap.connectionPoolEnabled = true
ldap.debugEnabled = false
ldap.emailField = mail
ldap.encloseDNs = true
ldap.groupDescriptionField = description
ldap.groupMemberField = member
ldap.groupNameField = cn
ldap.groupSearchFilter = (objectClass=group)
ldap.host = domain_controller.example.com<http://domain_controller.example.com>
ldap.ldapDebugEnabled = false
ldap.nameField = cn
ldap.port = 389
ldap.searchFilter = (objectClass=*)
ldap.usernameField = sAMAccountName


I know they don't match up exactly in terms of what Openfire calls the settings vs. what RT does, but I'm hoping someone can help me sort out what should be plugged in where on the RT side. For example, I don't know what the group_attr or group_attr_value setting should contain (if anything) in the RT_SiteConfig.pm file. Basically, anything from the "group" settings.

-Mathew

"When you do things right, people won't be sure you've done anything at all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither am I." - Me







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From rgm at ast.cam.ac.uk  Sun Oct 20 07:23:13 2013
From: rgm at ast.cam.ac.uk (Richard McMahon)
Date: Sun, 20 Oct 2013 12:23:13 +0100 (BST)
Subject: [rt-users] RT 4.2 on rt.easter-eggs.org
Message-ID: <alpine.GSO.2.00.1310201217440.20036@casx007>


Hi, I am checking some charting feature issues in RT4.0.17 and before I 
report on them I would like to see if they are 'fixed' in RT 4.2.

I use rt.easter-eggs.org to check features against our own implementation 
which is 4.0.17. The rt.easter-eggs.org is is very useful for testing.

Is there any chance that rt.easter-eggs.org could updated to 4.2. I 
realise that this is not a Best Practical supported site.

Thanks, Richard

-------------------------------------------------------------------
  Prof Richard G. McMahon       | Phone (office)  44-(0)-1223-337519
  Kavli Institute for Cosmology |    (secretary)         1223-337516
  Institute of Astronomy        |    (switchboard)       1223-337548
  University of Cambridge       |
  Madingley Rd                  | FAX                    1223-337523
  Cambridge, CB3 OHA, UK.       | mobile                 7885-409019
  Office: Kavli 22              |
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  email: rgm at ast.cam.ac.uk      | WWW: http://www.ast.cam.ac.uk/~rgm
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-------------------------------------------------------------------



From mathew.snyder at gmail.com  Sun Oct 20 21:28:57 2013
From: mathew.snyder at gmail.com (Mathew Snyder)
Date: Sun, 20 Oct 2013 21:28:57 -0400
Subject: [rt-users] Subroutine redifined error on fresh 4.2 installation.
Message-ID: <CACg9A688QQ1xPaiseZtDdjxxMN_NZSj1G9iyDzPVO4GnheG7EA@mail.gmail.com>

Trying to figure out why I keep getting various "Subroutine * redefined at
/opt/rt4/lib/RT/URI.pm..." error.

All I'm trying to do right now is print out a list of new, unowned tickets
from a queue.

Script:
#!/usr/bin/perl

use warnings;
use strict;
use lib '/opt/rt4/lib/RT';
use lib '/opt/rt4/local/lib';
use RT::Tickets;
use RT::Users;

my $unacted_tickets;
my $tix = new RT::Tickets("RT::SystemUser");
$tix->FromSQL('Queue = "Service Desk" AND Status = "new" AND Owner =
"Nobody"');

while (my $ticket = $tix->Next) {
        my $diff = time - (str2time($ticket->Created) - 18000);
       print $ticket->id . ": " . (str2time($ticket->Created) - 18000) .
"\n";
       print "time: " . time() . "\n";
       print "diff: " . $diff . "\n";
       print "diff adjusted: " . $diff/60 . "\n";
}

exit;

Output:
Subroutine new redefined at /opt/rt4/lib/RT/URI.pm line 83.
Subroutine CanonicalizeURI redefined at /opt/rt4/lib/RT/URI.pm line 102.
Subroutine FromObject redefined at /opt/rt4/lib/RT/URI.pm line 123.
Subroutine FromURI redefined at /opt/rt4/lib/RT/URI.pm line 142.
Subroutine _GetResolver redefined at /opt/rt4/lib/RT/URI.pm line 186.
Subroutine Scheme redefined at /opt/rt4/lib/RT/URI.pm line 218.
Subroutine URI redefined at /opt/rt4/lib/RT/URI.pm line 231.
Subroutine Object redefined at /opt/rt4/lib/RT/URI.pm line 245.
Subroutine IsLocal redefined at /opt/rt4/lib/RT/URI.pm line 260.
Subroutine AsHREF redefined at /opt/rt4/lib/RT/URI.pm line 273.
Subroutine Resolver redefined at /opt/rt4/lib/RT/URI.pm line 285.
 Subroutine AsString redefined at /opt/rt4/lib/RT/URI.pm line 296.
Can't call method "error" on an undefined value at
/opt/rt4/lib/RT/Tickets.pm line 3001.

It's been a while since I've written scripts that use the RT API so I don't
know if things have changed in how the environment is set up. What am I
doing wrong?

-Mathew

"When you do things right, people won't be sure you've done anything at
all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither
am I." - Me
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From elacour at easter-eggs.com  Mon Oct 21 03:44:25 2013
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Mon, 21 Oct 2013 09:44:25 +0200
Subject: [rt-users] RT 4.2 on rt.easter-eggs.org
In-Reply-To: <alpine.GSO.2.00.1310201217440.20036@casx007>
References: <alpine.GSO.2.00.1310201217440.20036@casx007>
Message-ID: <20131021074424.GA5423@easter-eggs.com>

On Sun, Oct 20, 2013 at 12:23:13PM +0100, Richard McMahon wrote:
> 
> Hi, I am checking some charting feature issues in RT4.0.17 and
> before I report on them I would like to see if they are 'fixed' in
> RT 4.2.
> 
> I use rt.easter-eggs.org to check features against our own
> implementation which is 4.0.17. The rt.easter-eggs.org is is very
> useful for testing.
> 
> Is there any chance that rt.easter-eggs.org could updated to 4.2. I
> realise that this is not a Best Practical supported site.
> 


For sure, I'm going to do this asap :)

-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From elacour at easter-eggs.com  Mon Oct 21 04:22:37 2013
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Mon, 21 Oct 2013 10:22:37 +0200
Subject: [rt-users] RT 4.2 on rt.easter-eggs.org
In-Reply-To: <20131021074424.GA5423@easter-eggs.com>
References: <alpine.GSO.2.00.1310201217440.20036@casx007>
	<20131021074424.GA5423@easter-eggs.com>
Message-ID: <20131021082237.GB5423@easter-eggs.com>

On Mon, Oct 21, 2013 at 09:44:25AM +0200, Emmanuel Lacour wrote:
> > 
> > Is there any chance that rt.easter-eggs.org could updated to 4.2. I
> > realise that this is not a Best Practical supported site.
> > 
> 
> 
> For sure, I'm going to do this asap :)
> 


done, I changed the urls so please got to
http://rt.easter-eggs.org/demos/, you'll find 3.8, 4.0 and 4.2

-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From shadebe at csir.co.za  Mon Oct 21 06:00:34 2013
From: shadebe at csir.co.za (Sakhi Hadebe)
Date: Mon, 21 Oct 2013 12:00:34 +0200
Subject: [rt-users] Upgraded from 4.0.7 to 4.0.17,
 but rt-mailgate has lost its way
Message-ID: <52651762020000DF0009F80E@pta-emo.csir.co.za>


Dear All, 

I have upgraded succcesfully upgraded to 4.0.17, everything seems to be fine, except that RT is not receiving email tickets. nor sending automated emails to requestors. 

I am not sure what went wrong. The mail logs read:  
Oct 21 11:50:27 tracker postfix/smtpd[28013]: disconnect from ls-mx3.csir.co.za[146.64.10.248] 
Oct 21 11:53:47 tracker postfix/anvil[28015]: statistics: max connection rate 1/60s for (smtp:146.64.10.248) at Oct 21 11:50:19 
Oct 21 11:53:47 tracker postfix/anvil[28015]: statistics: max connection count 1 for (smtp:146.64.10.248) at Oct 21 11:50:19 
Oct 21 11:53:47 tracker postfix/anvil[28015]: statistics: max cache size 1 at Oct 21 11:50:19 
Oct 21 11:55:46 tracker postfix/qmgr[4558]: 352E3129BB: from=<shadebe at csir.co.za>, size=3509, nrcpt=1 (queue active) 
Oct 21 11:55:46 tracker postfix/local[28064]: 352E3129BB: to=<rt at tracker.sanren.ac.za>, relay=local, delay=328, delays=327/0.02/0/0.22, dsn=4.3.0, status=deferred (temporary failure. Command output: An Error Occurred =================  302 Found ) 
Oct 21 11:55:46 tracker postfix/cleanup[28070]: C5F3B129BF: message-id=<20131021095546.C5F3B129BF at tracker.sanren.ac.za> 
Oct 21 11:55:46 tracker postfix/qmgr[4558]: C5F3B129BF: from=<>, size=3181, nrcpt=1 (queue active) 
Oct 21 11:55:46 tracker postfix/bounce[28068]: 352E3129BB: sender delivery status notification: C5F3B129BF 
Oct 21 11:55:48 tracker postfix/smtp[28071]: C5F3B129BF: to=<shadebe at csir.co.za>, relay=smtp.csir.co.za[146.64.10.99]:25, delay=2.1, delays=0.01/0.01/2/0.12, dsn=2.0.0, status=sent (250 2.0.0 r9L9tmZZ031607 Message accepted for delivery) 
Oct 21 11:55:48 tracker postfix/qmgr[4558]: C5F3B129BF: removed 


I will appreciate any help. 

Sakhi 
Regards,

Sakhi Hadebe

SANReN Engineer - CSIR Meraka Institute

Tel:  +27 12 841 2308
Fax:  +27 12 841 4223
http://www.sanren.ac.za



-- 
This message is subject to the CSIR's copyright terms and conditions, e-mail legal notice, and implemented Open Document Format (ODF) standard. 
The full disclaimer details can be found at http://www.csir.co.za/disclaimer.html.

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From gmbaxter at gmail.com  Mon Oct 21 10:38:42 2013
From: gmbaxter at gmail.com (Guy Baxter)
Date: Mon, 21 Oct 2013 15:38:42 +0100
Subject: [rt-users] Email attachments missing
Message-ID: <CAKbVnZPKkK8NOuWsuwDGafYd6scAxQ_Qw+ojv3C2jqStVer47g@mail.gmail.com>

Hi,

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.

What could be the issue please?

Thanks in advance.
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From mathew.snyder at gmail.com  Mon Oct 21 16:15:11 2013
From: mathew.snyder at gmail.com (Mathew Snyder)
Date: Mon, 21 Oct 2013 16:15:11 -0400
Subject: [rt-users] Keep getting "was created without a CurrentUser" error
Message-ID: <CACg9A68ATYFfHJGi2WNmDf3=6kf2+vnyT-VDKDUurNLpsv0q1w@mail.gmail.com>

The following, very simply code returns an error:

#!/usr/bin/perl

use warnings;
use strict;
use lib '/opt/rt4/lib';
use lib '/opt/rt4/local/lib';

# Test basic connection to RT
my $queues = RT::Queues->new( RT->SystemUser );
while ( my $queue = $queues->Next ) {
    print $queue->Name . "\n";
}


The error:
RT::Queues=HASH(0x43326e0) was created without a CurrentUser at
/opt/rt4/lib/RT/SearchBuilder.pm line 84.
 RT::SearchBuilder::_Init(RT::Queues=HASH(0x43326e0), undef) called at
/opt/rt4/lib/RT/Queues.pm line 88
RT::Queues::_Init(RT::Queues=HASH(0x43326e0), undef) called at
/usr/local/share/perl5/DBIx/SearchBuilder.pm line 95
 DBIx::SearchBuilder::new("RT::Queues", undef) called at ./
cc_ticket_alert.pl line 34


If, instead of creating $queues the way above, I create it like so:

my $queues = new RT::Queues( "RT::SystemUser" );

and adding

use RT::Queues;

it will run, but not return anything.

Any idea what I'm doing wrong?

-Mathew

"When you do things right, people won't be sure you've done anything at
all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither
am I." - Me
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From dgnapier at sfu.ca  Mon Oct 21 18:30:08 2013
From: dgnapier at sfu.ca (Duncan Napier)
Date: Mon, 21 Oct 2013 15:30:08 -0700 (PDT)
Subject: [rt-users] Restrictions and limitations on use of ReferrerWhitelist,
 RestrictReferrer,
 RestrictReferrer (cross-site request forgery warning message)
In-Reply-To: <1551995701.309283426.1382390620572.JavaMail.root@jaguar7.sfu.ca>
Message-ID: <1013871325.309465654.1382394608117.JavaMail.root@jaguar7.sfu.ca>

Hi,

I have an RT 4.0.8 server that uses External Authentication (CAS) and has multiple aliases. I run mailgate, but as a policy, all ticket creation/submissions by regular (unprivileged) users are done through the /SelfServe webpage. Someone has requested that I allow the use of "ticket templates" for certain types of ticket submissions, eg via a website or email hyperlink. For example, the link

http://server-alias1.example.com/Create.html?Queue=12&Subject=Computer Setup Request&Content=%0APrimary User%3A %0AIs this a Computer? (Mac or PC)%3A

creates a ticket template with the subject "Computer Setup Request" already filled in and with a short questionnaire in the body filled in, eg "Primary User", "Is this a Computer? (Mac or PC):", etc. 

The default RT configuration gives a cross-site request forgery restriction warning. I understand that the RT config variables ReferrerWhitelist, RestrictLoginReferrer, RestrictReferrer handle cross-site request forgery restrictions. 

However, I am confused and frustrated by the limitations/restrictions of each of the "Referrer" parameters as I would like to not have the forgery warning appear for our users (who are already signed in through CAS). For example, on my system,

if RestrictReferrer is false (ie Set($RestrictReferrer, '0') - the link above works (ie no cross-site request forgery warning) for Priviliged users only, but will not work (cross-site request forgery message appears for users) for unprivileged users all of ours who have login access via SelfServe. It send unpriviliged users to SelfServe instead.

ReferrerWhitelist [(Set(@ReferrerWhitelist, qw(*.example.com:443  *.example.com:80));] and Set RestrictLoginReferrer=0 do not seem to work at all and all users, priviliged and unpriviliged and all users get the cross-site request forgery message. 

-- 

                                 Regards,

                                 Duncan.

-----------------------------------------------------------------------
Duncan Napier
duncan_napier at sfu.ca
http://www.sfu.ca/~dgnapier/
IT & Instrumentation Consultant
Dept of Molecular Biology and Biochemistry
Simon Fraser University

"It takes ten years to become good at being a kid. Then another ten years
to become good at not being a kid" - Larry Wall.



From mathew.snyder at gmail.com  Mon Oct 21 20:53:17 2013
From: mathew.snyder at gmail.com (Mathew Snyder)
Date: Mon, 21 Oct 2013 20:53:17 -0400
Subject: [rt-users] Can't call method "Name" without a package or object
	reference
Message-ID: <CACg9A68gyaN=GSocRj9RJQADD1smAOjHKLHMCaNC5FE78VS-9A@mail.gmail.com>

I'm trying to use RT::Queue to load up a specific queue to work with. Right
now I'm keeping it simple just to get the functionality in place:

#!/usr/bin/perl

use warnings;
use strict;
use lib '/opt/rt4/lib';
use RT::Queue;

my $queue = RT::Queue->new( $RT::SystemUser );
my $qLoad = $queue->Load(6);
my $qName = $qLoad->Name;

print $qName . "\n";


This results in the error in the subject? What am I doing wrong?

-Mathew

"When you do things right, people won't be sure you've done anything at
all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither
am I." - Me
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From al at efficientip.com  Tue Oct 22 03:53:21 2013
From: al at efficientip.com (Alexandre LEPREVOST)
Date: Tue, 22 Oct 2013 09:53:21 +0200
Subject: [rt-users] Question about SLA module
In-Reply-To: <CAMOxC8uGnY4=19FpUpVxLGEHArS98purJMiha0__3wNheTPPfA@mail.gmail.com>
References: <CADRn1OVkAiZDfUpxOGizmxw2s6FJATH5qsVnet1dHMos2Cfx1A@mail.gmail.com>
	<CAMOxC8uGnY4=19FpUpVxLGEHArS98purJMiha0__3wNheTPPfA@mail.gmail.com>
Message-ID: <CADRn1OWzbU2P-Rg-V-3wYo+Vd1es9bGQm6CruhVHHsoiQu591Q@mail.gmail.com>

Hello Ruslan

Yes after renamed it, it was working again - I was wondering if it was
possible to rename it (seems not possible for the moment).

For the uninstallation it's ok also :)

For the second point, I don't get it even after reading the documentation -
that's why I asked your help. You know a simple exemple with pseudo code
should be "clearly" enough. It's just about open my mind on something I
don't get yet. Or do you have a site with examples ? I take anything ;)

Anyway, I would like to thank you for your precious help.* *

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


2013/10/22 Ruslan Zakirov <ruz at bestpractical.com>

>
>
>
> On Thu, Oct 17, 2013 at 4:26 PM, Alexandre LEPREVOST <al at efficientip.com>wrote:
>
>> Hello Ruslan
>>
>> I have 3 questions about the SLA module - probably something simple for
>> you.
>>
>> - When I'm installing the SLA module, a custom field is create
>> automatically  - called SLA<http://10.0.50.118/Admin/CustomFields/Modify.html?id=1>
>> I've changed it to something better for us : support SLA. After changed
>> the value, the module doesn't work anymore. Should I do something in
>> database ? In your documentation you say "This field is created during make
>> initdb step (above) and applied globally" - Can you have an idea ?
>>
>
> Rename it back.
>
>
>>
>> - My second point is about multiple SLA. I would like to have 2 different
>> SLA - one for support, second development. Do you have any clues on how to
>> perform this configuration ? To be honnest I've played with the
>> configuration file and it was not so easy. I've tried to install the module
>> 2 times and I see the SLA custom field 2 times, does it make sens ?
>>
>>
> Read documentation.
>
>
>>  - Do you have an idea to uninstall the plugin ? In my job I need to
>> document it (event I won't uninstall it for sure ;))
>>
>
> Disable the custom field, remove all scrips that mention SLA and delete
> plugin's dir from local/plugins/ directory.
>
>
>
>>
>> Thank you very much Ruslan and I hope to not boring you with my questions
>> :)
>> 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
>>
>
>
>
> --
> Best regards, Ruslan.
>
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From rgm at ast.cam.ac.uk  Tue Oct 22 03:57:26 2013
From: rgm at ast.cam.ac.uk (Richard McMahon)
Date: Tue, 22 Oct 2013 08:57:26 +0100 (BST)
Subject: [rt-users] RT 4.2 on rt.easter-eggs.org
In-Reply-To: <20131021082237.GB5423@easter-eggs.com>
References: <alpine.GSO.2.00.1310201217440.20036@casx007>
	<20131021074424.GA5423@easter-eggs.com>
	<20131021082237.GB5423@easter-eggs.com>
Message-ID: <alpine.GSO.2.00.1310220855560.9976@casx007>


Excellent, this nicely showcases some of the new charting features.

>
> done, I changed the urls so please got to
> http://rt.easter-eggs.org/demos/, you'll find 3.8, 4.0 and 4.2
>
>

-------------------------------------------------------------------
  Prof Richard G. McMahon       | Phone (office)  44-(0)-1223-337519
  Kavli Institute for Cosmology |    (secretary)         1223-337516
  Institute of Astronomy        |    (switchboard)       1223-337548
  University of Cambridge       |
  Madingley Rd                  | FAX                    1223-337523
  Cambridge, CB3 OHA, UK.       | mobile                 7885-409019
  Office: Kavli 22              |
-------------------------------------------------------------------
  email: rgm at ast.cam.ac.uk      | WWW: http://www.ast.cam.ac.uk/~rgm
  richardgmcmahon at gmail.com     | skype: richardgmcmahon
-------------------------------------------------------------------


From uglobster at gmail.com  Tue Oct 22 08:53:11 2013
From: uglobster at gmail.com (Arkady)
Date: Tue, 22 Oct 2013 05:53:11 -0700 (PDT)
Subject: [rt-users] RT 3.8.8: Problem with scandnavian characters in
	email subject
In-Reply-To: <4D11D560.7060603@btk.fi>
References: <4D11D560.7060603@btk.fi>
Message-ID: <1382446391138-55568.post@n7.nabble.com>

In version 4.2.0 bug not resolved. 

Non latin characters in the subject to crash "scrip prepare". 
Help me please. I can't use RT without scrip :(



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From mmcgrath at carthage.edu  Tue Oct 22 09:39:50 2013
From: mmcgrath at carthage.edu (Max McGrath)
Date: Tue, 22 Oct 2013 08:39:50 -0500
Subject: [rt-users] 4.2 Queue question
Message-ID: <CAH7EN_p_smQABtq7DgsDV-Vd6RuxfEK4vEaCWMD38m0cSwJ54A@mail.gmail.com>

Hi All -

If you look at the attached screenshot, I have tickets in all of my queues.
 But on the right side, under Quick Search, it shows that all of my tickets
reside in the Other queue.  Not sure what is wrong or how to fix that.  Any
suggestions?

Thanks!
--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From falcone at bestpractical.com  Tue Oct 22 12:50:25 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 22 Oct 2013 12:50:25 -0400
Subject: [rt-users] Writing portlets
In-Reply-To: <CAF2iieaiebkDh3E_DBTYeWO9B30OT99KHvqx+xfSU1Tm-JncRA@mail.gmail.com>
References: <CAF2iieaiebkDh3E_DBTYeWO9B30OT99KHvqx+xfSU1Tm-JncRA@mail.gmail.com>
Message-ID: <20131022165025.GV37001@jibsheet.com>

On Fri, Oct 18, 2013 at 03:26:56PM +0100, Esdras Neto wrote:
>    Does anyone know a documentation that explains how to do that?
>    I'm trying to follow the wiki below but that does not appear to be working:
>    http://requesttracker.wikia.com/wiki/WritingPortlets

Depending on what your portlet needs to do, there are several
different answers (many times you can solve your problem with just a
saved search).  There are extensions on cpan such as
RT-Extension-QuickCalls that implement a portlet that you can look at.

-kevin
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From falcone at bestpractical.com  Tue Oct 22 12:53:42 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 22 Oct 2013 12:53:42 -0400
Subject: [rt-users] Using $AutoCreate
In-Reply-To: <CACg9A68vAU+3ZfEvsaS8DaJEhDbrG8rguWD0U19UuEyNhT8JAA@mail.gmail.com>
References: <CACg9A68vAU+3ZfEvsaS8DaJEhDbrG8rguWD0U19UuEyNhT8JAA@mail.gmail.com>
Message-ID: <20131022165342.GW37001@jibsheet.com>

On Fri, Oct 18, 2013 at 09:51:39PM -0400, Mathew Snyder wrote:
>    Where can I get a list of all of the options that can be passed by $AutoCreate? Are all of the
>    Create hash params in Users.pm what I'm looking for? It doesn't seem like they would be
>    because I have "Privileged" set, but according to the documentation the Create "Privileged"
>    hash param returns a value rather than sets it whereas the "SetPrivileged" param actually sets
>    the value.

$AutoCreate is just a series of parameters passed to User->Create as
you note, so whatever is legal there is legal in the config option.

-kevin
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From falcone at bestpractical.com  Tue Oct 22 12:55:43 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 22 Oct 2013 12:55:43 -0400
Subject: [rt-users] Can't call method "Name" without a package or object
 reference
In-Reply-To: <CACg9A68gyaN=GSocRj9RJQADD1smAOjHKLHMCaNC5FE78VS-9A@mail.gmail.com>
References: <CACg9A68gyaN=GSocRj9RJQADD1smAOjHKLHMCaNC5FE78VS-9A@mail.gmail.com>
Message-ID: <20131022165543.GX37001@jibsheet.com>

I'm replying to this question because you've asked variants on it 3
times today and I assume this is the closest to your current code.

On Mon, Oct 21, 2013 at 08:53:17PM -0400, Mathew Snyder wrote:
>    I'm trying to use RT::Queue to load up a specific queue to work with. Right now I'm keeping it
>    simple just to get the functionality in place:
>    #!/usr/bin/perl
>    use warnings;
>    use strict;
>    use lib '/opt/rt4/lib';
>    use RT::Queue;
>    my $queue = RT::Queue->new( $RT::SystemUser );
>    my $qLoad = $queue->Load(6);
>    my $qName = $qLoad->Name;
>    print $qName . "\n";
>    This results in the error in the subject? What am I doing wrong?

You're not initializing RT correctly, so RT->SystemUser isn't set up
yet.

http://bestpractical.com/docs/rt/latest/RT.html#INITIALIZATION

-kevin
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From falcone at bestpractical.com  Tue Oct 22 13:08:05 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 22 Oct 2013 13:08:05 -0400
Subject: [rt-users] Restrictions and limitations on use of
 ReferrerWhitelist, RestrictReferrer,
 RestrictReferrer (cross-site request forgery warning message)
In-Reply-To: <1013871325.309465654.1382394608117.JavaMail.root@jaguar7.sfu.ca>
References: <1551995701.309283426.1382390620572.JavaMail.root@jaguar7.sfu.ca>
	<1013871325.309465654.1382394608117.JavaMail.root@jaguar7.sfu.ca>
Message-ID: <20131022170805.GY37001@jibsheet.com>

On Mon, Oct 21, 2013 at 03:30:08PM -0700, Duncan Napier wrote:
> However, I am confused and frustrated by the limitations/restrictions
> of each of the "Referrer" parameters as I would like to not have the
> forgery warning appear for our users (who are already signed in
> through CAS). For example, on my system,

> 
> if RestrictReferrer is false (ie Set($RestrictReferrer, '0') - the
> link above works (ie no cross-site request forgery warning) for
> Priviliged users only, but will not work (cross-site request forgery
> message appears for users) for unprivileged users all of ours who have
> login access via SelfServe. It send unpriviliged users to SelfServe
> instead.

So that we're clear, RestrictReferrer set to 0 disables any and all
Referrer header checking, so what you're now seeing is merely RT's
behavior, which is that when an Unprivileged user attempts to access a
URL that is outside the SelfService namespace, they are redirected to
SelfService.

While there is magic to handle a redirect from /Ticket/Display.html to
/SelfService/Display.html, there is no similar magic for ticket
creation.  You'd want to overlay or patch the ShowRequestedPage method
in RT::Interface::Web and probably send along a patch.  You might be
able to frob the requested component from a mason callback, but that's
getting hairy.

Again, this has nothing to do with Referrer checking, since you've
turned it off.

> 
> ReferrerWhitelist [(Set(@ReferrerWhitelist, qw(*.example.com:443
> *.example.com:80));] and Set RestrictLoginReferrer=0 do not seem to
> work at all and all users, priviliged and unpriviliged and all users
> get the cross-site request forgery message.

RestrictLoginReferrer only has to do with logging in, I'm not sure
what turning it off does for you.

As for @ReferrerWhitelist, you'd have to show an actual error message
to compare with the domains that you're whitelisting in order to know
what's wrong.  This is the preferred solution (white list the source
of your ticket form submissions).

-kevin
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From falcone at bestpractical.com  Tue Oct 22 13:10:47 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 22 Oct 2013 13:10:47 -0400
Subject: [rt-users] Upgraded from 4.0.7 to 4.0.17,
 but rt-mailgate has lost its way
In-Reply-To: <52651762020000DF0009F80E@pta-emo.csir.co.za>
References: <52651762020000DF0009F80E@pta-emo.csir.co.za>
Message-ID: <20131022171047.GZ37001@jibsheet.com>

On Mon, Oct 21, 2013 at 12:00:34PM +0200, Sakhi Hadebe wrote:
>    Dear All,
> 
>    I have upgraded succcesfully upgraded to 4.0.17, everything seems to be fine, except that RT
>    is not receiving email tickets. nor sending automated emails to requestors.
> 
>    Oct 21 11:55:46 tracker postfix/local[28064]: 352E3129BB: to=<rt at tracker.sanren.ac.za>,
>    relay=local, delay=328, delays=327/0.02/0/0.22, dsn=4.3.0, status=deferred (temporary failure.
>    Command output: An Error Occurred =================  302 Found )

rt-mailgate hits an error here.
What's in your apache logs?
Since 302 is a redirect, I assume that rt-mailgate is being pointed to
a url that your apache configuration then redirects to RT.  This is
not currently handled well by rt-mailgate.  Most commonly this is
because you've pointed rt-mailgate to an http:// url but apache
redirects to https://

>    Oct 21 11:55:46 tracker postfix/qmgr[4558]: C5F3B129BF: from=<>, size=3181, nrcpt=1 (queue
>    active)
> 
>    Oct 21 11:55:46 tracker postfix/bounce[28068]: 352E3129BB: sender delivery status
>    notification: C5F3B129BF
> 
>    Oct 21 11:55:48 tracker postfix/smtp[28071]: C5F3B129BF: to=<shadebe at csir.co.za>,
>    relay=smtp.csir.co.za[146.64.10.99]:25, delay=2.1, delays=0.01/0.01/2/0.12, dsn=2.0.0,
>    status=sent (250 2.0.0 r9L9tmZZ031607 Message accepted for delivery)
> 

Looks like something generated a bounce here, but the mail was
accepted locally for delivery rather than forwarded on.

-kevin
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From falcone at bestpractical.com  Tue Oct 22 13:11:26 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 22 Oct 2013 13:11:26 -0400
Subject: [rt-users] Email attachments missing
In-Reply-To: <CAKbVnZPKkK8NOuWsuwDGafYd6scAxQ_Qw+ojv3C2jqStVer47g@mail.gmail.com>
References: <CAKbVnZPKkK8NOuWsuwDGafYd6scAxQ_Qw+ojv3C2jqStVer47g@mail.gmail.com>
Message-ID: <20131022171126.GA37001@jibsheet.com>

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 falcone at bestpractical.com  Tue Oct 22 13:11:56 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 22 Oct 2013 13:11:56 -0400
Subject: [rt-users] Question about SLA module
In-Reply-To: <CADRn1OXoCaAMCfWREU+z-sNQRa+2a6CyvUd71oD7VaLU7xZKXw@mail.gmail.com>
References: <CADRn1OVkAiZDfUpxOGizmxw2s6FJATH5qsVnet1dHMos2Cfx1A@mail.gmail.com>
	<20131017144418.GQ37001@jibsheet.com>
	<CADRn1OV=QFFJ-MXK-xQAvN1TsfwTx281JEhHVSgX9aoE5WnpSQ@mail.gmail.com>
	<20131018131857.GU37001@jibsheet.com>
	<CADRn1OXoCaAMCfWREU+z-sNQRa+2a6CyvUd71oD7VaLU7xZKXw@mail.gmail.com>
Message-ID: <20131022171156.GB37001@jibsheet.com>

On Fri, Oct 18, 2013 at 04:28:13PM +0200, Alexandre LEPREVOST wrote:
>    I see what you mean but do you have a quick example of configuration file for this ? I'm not
>    asking a full configuration file in detail, but just a very basic one (pseudo code should be
>    enough for sure).
> 
>    My probleme is to translate what I would like in this conf file. But I understand what you
>    mean and it should be enough for us If I succeed to do that.

The docs for this module contain a bunch of pseudo-code configuration.

-kevin
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From al at efficientip.com  Tue Oct 22 13:17:58 2013
From: al at efficientip.com (Alexandre LEPREVOST)
Date: Tue, 22 Oct 2013 19:17:58 +0200
Subject: [rt-users] Question about SLA module
In-Reply-To: <20131022171156.GB37001@jibsheet.com>
References: <CADRn1OVkAiZDfUpxOGizmxw2s6FJATH5qsVnet1dHMos2Cfx1A@mail.gmail.com>
	<20131017144418.GQ37001@jibsheet.com>
	<CADRn1OV=QFFJ-MXK-xQAvN1TsfwTx281JEhHVSgX9aoE5WnpSQ@mail.gmail.com>
	<20131018131857.GU37001@jibsheet.com>
	<CADRn1OXoCaAMCfWREU+z-sNQRa+2a6CyvUd71oD7VaLU7xZKXw@mail.gmail.com>
	<20131022171156.GB37001@jibsheet.com>
Message-ID: <CADRn1OUCGB+RnqTWPx7v3FBHouW67wBvcKQ4C1JpQaHyF2-u3Q@mail.gmail.com>

Sure Kevin but not for what I want to do or do I miss something ?

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


2013/10/22 Kevin Falcone <falcone at bestpractical.com>

> On Fri, Oct 18, 2013 at 04:28:13PM +0200, Alexandre LEPREVOST wrote:
> >    I see what you mean but do you have a quick example of configuration
> file for this ? I'm not
> >    asking a full configuration file in detail, but just a very basic one
> (pseudo code should be
> >    enough for sure).
> >
> >    My probleme is to translate what I would like in this conf file. But
> I understand what you
> >    mean and it should be enough for us If I succeed to do that.
>
> The docs for this module contain a bunch of pseudo-code configuration.
>
> -kevin
>
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From alexmv at bestpractical.com  Tue Oct 22 13:21:59 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Tue, 22 Oct 2013 13:21:59 -0400
Subject: [rt-users] Can't call method "Name" without a package or object
 reference
In-Reply-To: <20131022165543.GX37001@jibsheet.com>
References: <CACg9A68gyaN=GSocRj9RJQADD1smAOjHKLHMCaNC5FE78VS-9A@mail.gmail.com>
	<20131022165543.GX37001@jibsheet.com>
Message-ID: <1382462519.17401.0.camel@umgah.localdomain>

On Tue, 2013-10-22 at 12:55 -0400, Kevin Falcone wrote:
> I'm replying to this question because you've asked variants on it 3
> times today and I assume this is the closest to your current code.
> 
> On Mon, Oct 21, 2013 at 08:53:17PM -0400, Mathew Snyder wrote:
> >    I'm trying to use RT::Queue to load up a specific queue to work with. Right now I'm keeping it
> >    simple just to get the functionality in place:
> >    #!/usr/bin/perl
> >    use warnings;
> >    use strict;
> >    use lib '/opt/rt4/lib';
> >    use RT::Queue;
> >    my $queue = RT::Queue->new( $RT::SystemUser );
> >    my $qLoad = $queue->Load(6);
> >    my $qName = $qLoad->Name;
> >    print $qName . "\n";
> >    This results in the error in the subject? What am I doing wrong?
> 
> You're not initializing RT correctly, so RT->SystemUser isn't set up
> yet.
> 
> http://bestpractical.com/docs/rt/latest/RT.html#INITIALIZATION

Additionally, you should be calling ->Name on $queue, not on $qLoad.
$qLoad is just a success/failure return value -- $queue is the object
that has now been loaded.
 - Alex



From esdras at gmail.com  Tue Oct 22 15:33:52 2013
From: esdras at gmail.com (Esdras Neto)
Date: Tue, 22 Oct 2013 20:33:52 +0100
Subject: [rt-users] Writing portlets
In-Reply-To: <20131022165025.GV37001@jibsheet.com>
References: <CAF2iieaiebkDh3E_DBTYeWO9B30OT99KHvqx+xfSU1Tm-JncRA@mail.gmail.com>
	<20131022165025.GV37001@jibsheet.com>
Message-ID: <CAF2iieYXs1gygg-HB-pU+XSf+8+64D8QHEF2B3nDRj61tvsOFA@mail.gmail.com>

Thanks for that, I need to make available a http directory on that Portlet,
listing the files on that for download.

I really think that I have to create a new portlet... Is there any
documentation about creating portlets apart from the one I mentioned?

Thanks so much.

Esdras


2013/10/22 Kevin Falcone <falcone at bestpractical.com>

> On Fri, Oct 18, 2013 at 03:26:56PM +0100, Esdras Neto wrote:
> >    Does anyone know a documentation that explains how to do that?
> >    I'm trying to follow the wiki below but that does not appear to be
> working:
> >    http://requesttracker.wikia.com/wiki/WritingPortlets
>
> Depending on what your portlet needs to do, there are several
> different answers (many times you can solve your problem with just a
> saved search).  There are extensions on cpan such as
> RT-Extension-QuickCalls that implement a portlet that you can look at.
>
> -kevin
>



-- 
http://www.borealis-aurora.com
http://www.alvespassos.com
Sharing things that we cannot buy.
Mobile +353 (0)83 4005868
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From mathew.snyder at gmail.com  Tue Oct 22 16:23:04 2013
From: mathew.snyder at gmail.com (Mathew Snyder)
Date: Tue, 22 Oct 2013 16:23:04 -0400
Subject: [rt-users] Can't call method "Name" without a package or object
	reference
In-Reply-To: <20131022165543.GX37001@jibsheet.com>
References: <CACg9A68gyaN=GSocRj9RJQADD1smAOjHKLHMCaNC5FE78VS-9A@mail.gmail.com>
	<20131022165543.GX37001@jibsheet.com>
Message-ID: <CACg9A69xa+8gd3fg8W4kaxDv2VSmHLSEgw5f62+QRKjYSSMxpw@mail.gmail.com>

Yes. I apologize. I would submit an email and then sort out the problem
after working it some more. That did happen a couple times and then ended
up with this one.

-Mathew

"When you do things right, people won't be sure you've done anything at
all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither
am I." - Me


On Tue, Oct 22, 2013 at 12:55 PM, Kevin Falcone
<falcone at bestpractical.com>wrote:

> I'm replying to this question because you've asked variants on it 3
> times today and I assume this is the closest to your current code.
>
> On Mon, Oct 21, 2013 at 08:53:17PM -0400, Mathew Snyder wrote:
> >    I'm trying to use RT::Queue to load up a specific queue to work with.
> Right now I'm keeping it
> >    simple just to get the functionality in place:
> >    #!/usr/bin/perl
> >    use warnings;
> >    use strict;
> >    use lib '/opt/rt4/lib';
> >    use RT::Queue;
> >    my $queue = RT::Queue->new( $RT::SystemUser );
> >    my $qLoad = $queue->Load(6);
> >    my $qName = $qLoad->Name;
> >    print $qName . "\n";
> >    This results in the error in the subject? What am I doing wrong?
>
> You're not initializing RT correctly, so RT->SystemUser isn't set up
> yet.
>
> http://bestpractical.com/docs/rt/latest/RT.html#INITIALIZATION
>
> -kevin
>
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From Dave.Close at us.thalesgroup.com  Tue Oct 22 18:33:41 2013
From: Dave.Close at us.thalesgroup.com (CLOSE Dave)
Date: Tue, 22 Oct 2013 15:33:41 -0700
Subject: [rt-users] RT pages without links
Message-ID: <5266FD45.30506@us.thalesgroup.com>

I recently moved our copy of RT 3.8.7 from Fedora 8 to Fedora 19. I 
would have preferred to concurrently upgrade to the latest RT but had 
some problems converting the data base. So in the interest of time, I 
took the simpler approach of just copying the entire installation.

It works, mostly. In fact, the only problem I see is that ticket lists 
on the dashboards are not links. Comparing the old and new installations 
(both are running though DNS leads users to the new one), I see almost 
exactly the same page layout and content. There are two obvious differences.

1. Font selections are different. This is not critical and the new fonts 
are usable. It's clearly an Apache difference.

2. On the default home page, the tickets listed under "highest priority" 
and "newest unowned" are not active links. Comparing the page source for 
old and new installations, it is obvious that the href tags are simply 
not present on the new output. Other items, like the queue summary, do 
have working links as they did before.

Digging through the source code, I quickly got lost. I can see where the 
collection-as-table class is specified but not where the associated 
variables are added. It seems likely to me that something in F19 is 
confusing RT but thus far I haven't found what. If I could see where the 
variable information was added to the output, I suspect I'd see some 
kind of test that is now getting a different answer and that that test 
would lead me to the solution.

So, if anyone can tell me the cause of my problem right away, that would 
be much appreciated. But, if not, then a clue on where to look in the 
source code might help almost as much.
-- 
Dave Close

From mathew.snyder at gmail.com  Tue Oct 22 19:08:36 2013
From: mathew.snyder at gmail.com (Mathew Snyder)
Date: Tue, 22 Oct 2013 19:08:36 -0400
Subject: [rt-users] Can't call method "Name" without a package or object
	reference
In-Reply-To: <20131022165543.GX37001@jibsheet.com>
References: <CACg9A68gyaN=GSocRj9RJQADD1smAOjHKLHMCaNC5FE78VS-9A@mail.gmail.com>
	<20131022165543.GX37001@jibsheet.com>
Message-ID: <CACg9A6_iXVHq5dmwGwqeze-KLf+_a-Oo6LtEGAVj5i3nStT-Lw@mail.gmail.com>

Thank you. I've added 'use RT -init;' to my code.

-Mathew

"When you do things right, people won't be sure you've done anything at
all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither
am I." - Me


On Tue, Oct 22, 2013 at 12:55 PM, Kevin Falcone
<falcone at bestpractical.com>wrote:

> I'm replying to this question because you've asked variants on it 3
> times today and I assume this is the closest to your current code.
>
> On Mon, Oct 21, 2013 at 08:53:17PM -0400, Mathew Snyder wrote:
> >    I'm trying to use RT::Queue to load up a specific queue to work with.
> Right now I'm keeping it
> >    simple just to get the functionality in place:
> >    #!/usr/bin/perl
> >    use warnings;
> >    use strict;
> >    use lib '/opt/rt4/lib';
> >    use RT::Queue;
> >    my $queue = RT::Queue->new( $RT::SystemUser );
> >    my $qLoad = $queue->Load(6);
> >    my $qName = $qLoad->Name;
> >    print $qName . "\n";
> >    This results in the error in the subject? What am I doing wrong?
>
> You're not initializing RT correctly, so RT->SystemUser isn't set up
> yet.
>
> http://bestpractical.com/docs/rt/latest/RT.html#INITIALIZATION
>
> -kevin
>
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From mathew.snyder at gmail.com  Tue Oct 22 19:17:14 2013
From: mathew.snyder at gmail.com (Mathew Snyder)
Date: Tue, 22 Oct 2013 19:17:14 -0400
Subject: [rt-users] Can't call method "Name" without a package or object
	reference
In-Reply-To: <1382462519.17401.0.camel@umgah.localdomain>
References: <CACg9A68gyaN=GSocRj9RJQADD1smAOjHKLHMCaNC5FE78VS-9A@mail.gmail.com>
	<20131022165543.GX37001@jibsheet.com>
	<1382462519.17401.0.camel@umgah.localdomain>
Message-ID: <CACg9A6-Zc5CH=EPJoO9LQXJLHwv7=huNpTs7emvPzYXwS2bpuQ@mail.gmail.com>

If I use this:
my $queue = RT::Queue->new( RT->SystemUser );
$queue = Load( 6 );
my $qName = $queue->Name;

I get this:
Undefined subroutine &main::Load called at...

I'm defining $queue as an RT::Queue object which should have the Load
subroutine. Why would it be undefined?

-Mathew

"When you do things right, people won't be sure you've done anything at
all." - God; Futurama

"We'll get along much better once you accept that you're wrong and neither
am I." - Me


On Tue, Oct 22, 2013 at 1:21 PM, Alex Vandiver <alexmv at bestpractical.com>wrote:

> On Tue, 2013-10-22 at 12:55 -0400, Kevin Falcone wrote:
> > I'm replying to this question because you've asked variants on it 3
> > times today and I assume this is the closest to your current code.
> >
> > On Mon, Oct 21, 2013 at 08:53:17PM -0400, Mathew Snyder wrote:
> > >    I'm trying to use RT::Queue to load up a specific queue to work
> with. Right now I'm keeping it
> > >    simple just to get the functionality in place:
> > >    #!/usr/bin/perl
> > >    use warnings;
> > >    use strict;
> > >    use lib '/opt/rt4/lib';
> > >    use RT::Queue;
> > >    my $queue = RT::Queue->new( $RT::SystemUser );
> > >    my $qLoad = $queue->Load(6);
> > >    my $qName = $qLoad->Name;
> > >    print $qName . "\n";
> > >    This results in the error in the subject? What am I doing wrong?
> >
> > You're not initializing RT correctly, so RT->SystemUser isn't set up
> > yet.
> >
> > http://bestpractical.com/docs/rt/latest/RT.html#INITIALIZATION
>
> Additionally, you should be calling ->Name on $queue, not on $qLoad.
> $qLoad is just a success/failure return value -- $queue is the object
> that has now been loaded.
>  - Alex
>
>
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From bbaker at copesan.com  Tue Oct 22 19:45:41 2013
From: bbaker at copesan.com (Bryon Baker)
Date: Tue, 22 Oct 2013 23:45:41 +0000
Subject: [rt-users] Change from mysql to postgresql
Message-ID: <q1rv4mm6b8gmvr27bf8nvyoq.1382485307541@email.android.com>

Trying to implement full text searching not working at all with mysql.

So here is my question is there a document to explain how to move my data from mysql to postgresql?

Thanks.

Sent via the Samsung GALAXY S?4 Active?, an AT&T 4G LTE smartphone
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From shadebe at csir.co.za  Wed Oct 23 02:18:31 2013
From: shadebe at csir.co.za (Sakhi Hadebe)
Date: Wed, 23 Oct 2013 08:18:31 +0200
Subject: [rt-users] Upgraded from 4.0.7 to 4.0.17,
 but rt-mailgate has lost its way
In-Reply-To: <20131022171047.GZ37001@jibsheet.com>
References: <52651762020000DF0009F80E@pta-emo.csir.co.za>
	<20131022171047.GZ37001@jibsheet.com>
Message-ID: <52678657020000DF0009FBE5@pta-emo.csir.co.za>


Hi Kevin, 

Thanks so much, you are right. I changed the rt-mailgate entry in etc/aliases to https:// . I am up and running again. 

Thank you.


Regards,

Sakhi Hadebe

SANReN Engineer - CSIR Meraka Institute

Tel:  +27 12 841 2308
Fax:  +27 12 841 4223
http://www.sanren.ac.za


>>> Kevin Falcone <falcone at bestpractical.com> 10/22/2013 7:10 PM >>>
On Mon, Oct 21, 2013 at 12:00:34PM +0200, Sakhi Hadebe wrote:
>    Dear All,
>
>    I have upgraded succcesfully upgraded to 4.0.17, everything seems to be fine, except that RT
>    is not receiving email tickets. nor sending automated emails to requestors.
>
>    Oct 21 11:55:46 tracker postfix/local[28064]: 352E3129BB: to=<rt at tracker.sanren.ac.za>,
>    relay=local, delay=328, delays=327/0.02/0/0.22, dsn=4.3.0, status=deferred (temporary failure.
>    Command output: An Error Occurred =================  302 Found )

rt-mailgate hits an error here.
What's in your apache logs?
Since 302 is a redirect, I assume that rt-mailgate is being pointed to
a url that your apache configuration then redirects to RT.  This is
not currently handled well by rt-mailgate.  Most commonly this is
because you've pointed rt-mailgate to an http:// url but apache
redirects to https://

>    Oct 21 11:55:46 tracker postfix/qmgr[4558]: C5F3B129BF: from=<>, size=3181, nrcpt=1 (queue
>    active)
>
>    Oct 21 11:55:46 tracker postfix/bounce[28068]: 352E3129BB: sender delivery status
>    notification: C5F3B129BF
>
>    Oct 21 11:55:48 tracker postfix/smtp[28071]: C5F3B129BF: to=<shadebe at csir.co.za>,
>    relay=smtp.csir.co.za[146.64.10.99]:25, delay=2.1, delays=0.01/0.01/2/0.12, dsn=2.0.0,
>    status=sent (250 2.0.0 r9L9tmZZ031607 Message accepted for delivery)
>

Looks like something generated a bounce here, but the mail was
accepted locally for delivery rather than forwarded on.

-kevin

-- 
This message is subject to the CSIR's copyright terms and conditions, e-mail legal notice, and implemented Open Document Format (ODF) standard. 
The full disclaimer details can be found at http://www.csir.co.za/disclaimer.html.

This message has been scanned for viruses and dangerous content by MailScanner, 
and is believed to be clean.

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From bparish at cognex.com  Wed Oct 23 08:28:42 2013
From: bparish at cognex.com (Parish, Brent)
Date: Wed, 23 Oct 2013 08:28:42 -0400
Subject: [rt-users] Getting custom field value AND description in a scrip
In-Reply-To: <6265B2EB12D194469B958F2E703D81830DE1CFB8E0@viper.pc.cognex.com>
References: <CACg9A6-VwKkywnCAq2103Wgfp7r0PHjPW_NnuD4rUZNkT+8C_g@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B6489760144D6AA@canis.intrepidls.com>
	<CACg9A6-iYLLyuoP5E8pn1pj8=Zy5rELAvWpP+6gXSrJFtJ5mSw@mail.gmail.com>
	<CACg9A6-fDT520gTFSaGGctoT7R4aHMEnOPs0WoJ_FZXf02YtsA@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B6489760144E22C@canis.intrepidls.com>
	<CACg9A68k+WWHOJroZfqS_Q+NF=SfqrOGuzD9j4mSuXAFG1bihA@mail.gmail.com>
	<66F399A5340D2E44B1D4A4672B64897601451CF4@canis.intrepidls.com>
	<CACg9A696EU2sC9bYRiZ-T-NCm0OHTAr1fwA2b_=KkTdkj-+A+g@mail.gmail.com>
	<6265B2EB12D194469B958F2E703D81830DE1CFB1D5@viper.pc.cognex.com>
	<CACg9A69jJhVy=EZYzecRiSGbS8PhOQ-P_Xe9qT8Qp-+v_68i_w@mail.gmail.com>
	<CACg9A68_Tvwv+FB4qSfKG0r9fkkVYvFx7idEP=orvRZTs7rj_g@mail.gmail.com>
	<CACg9A6_NbV+dqm0rELVEU2TsBhUzMccdP1usULu-jVpWwWmm=g@mail.gmail.com>
	<6265B2EB12D194469B958F2E703D81830DE1CFB8E0@viper.pc.cognex.com>
Message-ID: <6265B2EB12D194469B958F2E703D81830DE1D95EE0@viper.pc.cognex.com>

Hi.

In our RT setup, a user chooses a value from a drop down list (a custom field called ?application?) to indicate what software they want help with when they submit a new ticket.
I set up a scrip that checks the value of that custom field  and moves the ticket into the appropriate queue (based on which application they need help with).
Instead of hard coding a mapping of each application value to a queue name, I?d like to put the name of the queue into the custom field description.

For example, the custom fields might look like this:

Sort        Name                                    Description         Category
0              Microsoft Word                helpdesk
0              Microsoft Excel                 helpdesk
0              SharePoint                          developers
0              PeopleSoft                         hr

If the user selected ?SharePoint? as the application they wanted help with, the scrip would read the description field and see that it should move the ticket into the ?developers? queue.

I?ve got everything working great with static mapping, I just can?t figure out a way to retrieve that Description within a scrip.

Has anyone done this before?

Thanks!
Brent

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From l.bauer at mailclub.fr  Wed Oct 23 09:23:44 2013
From: l.bauer at mailclub.fr (Laurent Bauer)
Date: Wed, 23 Oct 2013 15:23:44 +0200
Subject: [rt-users] Adding it as a 'Requestor' would create a mail
	loop.... ?
In-Reply-To: <5267CB39.9070904@mailclub.fr>
References: <5267CB39.9070904@mailclub.fr>
Message-ID: <5267CDE0.8040307@mailclub.fr>

 > ok, here's a smipplet of what I've got in RT_SiteConfig
 >
 > Set($CorrespondAddress  , 'trouble-ticket at imctv.com');
 > Set($CommentAddress  , 'rt-comment at imctv.com');
 > Set($SMTPFrom , 'trouble-ticket at imctv.com');
 > Set($RTAddressRegexp ,
 > '^(trouble-ticket\@imctv\.com|rt-comment\@imctv\.com)$');
 >
 > I assumed I needed to match trouble-ticket at imctv.com
 > and rt-comment at imctv.com, did I form the regexp wrong,
 > or am I wrong on this thinking?

I ran into the same problem today, and found the solution reading the 
source code...

RT does indeed check the global CorrespondAddress and CommentAddress, 
but also every CorrespondAddress/CommentAddres that might be set in each 
queue configuration.
So, basically, if you set an specific CorrespondAddress in one queue, 
you won't be able to use it as a requestor address. Even if it is an old 
queue and you disabled it a long time ago (this was the case in my setup).

See the check in lib/RT/EmailParser.pm :
   sub IsRTAddress {
   #   [...]
       my $queue = RT::Queue->new( RT->SystemUser );
       $queue->LoadByCols( CorrespondAddress => $address );
       return 1 if $queue->id;

So if you don't have many queues, try checking each one for a specific 
CorrespondAddress/CommentAddress overriding the global configuration.
If you have too many queues, you can make an SQL request, as I did.

	Laurent


From falcone at bestpractical.com  Wed Oct 23 11:55:02 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 23 Oct 2013 11:55:02 -0400
Subject: [rt-users] Writing portlets
In-Reply-To: <CAF2iieYXs1gygg-HB-pU+XSf+8+64D8QHEF2B3nDRj61tvsOFA@mail.gmail.com>
References: <CAF2iieaiebkDh3E_DBTYeWO9B30OT99KHvqx+xfSU1Tm-JncRA@mail.gmail.com>
	<20131022165025.GV37001@jibsheet.com>
	<CAF2iieYXs1gygg-HB-pU+XSf+8+64D8QHEF2B3nDRj61tvsOFA@mail.gmail.com>
Message-ID: <20131023155502.GA9451@jibsheet.com>

On Tue, Oct 22, 2013 at 08:33:52PM +0100, Esdras Neto wrote:
> 
> 2013/10/22 Kevin Falcone <falcone at bestpractical.com>
> 
> > On Fri, Oct 18, 2013 at 03:26:56PM +0100, Esdras Neto wrote:
> > >    Does anyone know a documentation that explains how to do that?
> > >    I'm trying to follow the wiki below but that does not appear to be
> > working:
> > >    http://requesttracker.wikia.com/wiki/WritingPortlets
> >
> > Depending on what your portlet needs to do, there are several
> > different answers (many times you can solve your problem with just a
> > saved search).  There are extensions on cpan such as
> > RT-Extension-QuickCalls that implement a portlet that you can look at.
> Thanks for that, I need to make available a http directory on that Portlet,
> listing the files on that for download.
> 
> I really think that I have to create a new portlet... Is there any
> documentation about creating portlets apart from the one I mentioned?

There really isn't much to document, you write a mason component that
does what you want, you stick it in local/html/Elements or in the
html/Elements directory of an extension and then you add it by name to
the allowed $HomepageComponents in your RT_SiteConfig.pm

The extension I noted does this and documents adding it and would be a
good jumping off point.

-kevin
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From darin at darins.net  Wed Oct 23 11:55:54 2013
From: darin at darins.net (Darin Perusich)
Date: Wed, 23 Oct 2013 11:55:54 -0400
Subject: [rt-users] Enter text after selecting from a list for a CustomFields
Message-ID: <CADaviKuomNx3xJ-h2oQMwBEcrZ7-L-=rcETkq6BRdZcm6fTP9w@mail.gmail.com>

Hello All,

I have a CF which is a dropdown and when selecting one of those
options I'd like to be presented a text box so the user can "add one
value". Is there a way to do this or is it going to require something
custom?

thanks!

--
Later,
Darin


From tod.detre at maine.edu  Wed Oct 23 12:14:41 2013
From: tod.detre at maine.edu (Tod Detre)
Date: Wed, 23 Oct 2013 12:14:41 -0400
Subject: [rt-users] TicketHistory slow on 4.2.0
Message-ID: <CAGc_vWjrYeLyAiP0vU98jyykgz7fi1=HrFKUMnU4XsYZ4cOQnQ@mail.gmail.com>

I have just upgraded an RT install to 4.2.0. We are experiencing a problem
where the ticket history is very slow. Everything else seems to load just
fine and the history will load in ~50-60 seconds. Also, if you go to the
same ticket in a short period of time, the history will load quickly
(probably cached somewhere).

Can anyone give me pointers on where to start looking into the problem?
I've confirmed that the database has all of the indexes it's supposed to
have. The load on the web server and database server are next to nothing.

A little history, this RT instance was originally 3.8 and was upgraded to
4.0.13 a few months ago and then upgraded to 4.2.0 last night.

The ticket table is ~30,000 records, the transactions table is ~3,800,000,
and the users table is ~280,000. (we load users from LDAP every night which
is why there are more users than tickets)

-- 
Tod
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From alexmv at bestpractical.com  Wed Oct 23 12:21:57 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 23 Oct 2013 12:21:57 -0400
Subject: [rt-users] TicketHistory slow on 4.2.0
In-Reply-To: <CAGc_vWjrYeLyAiP0vU98jyykgz7fi1=HrFKUMnU4XsYZ4cOQnQ@mail.gmail.com>
References: <CAGc_vWjrYeLyAiP0vU98jyykgz7fi1=HrFKUMnU4XsYZ4cOQnQ@mail.gmail.com>
Message-ID: <1382545317.25935.12.camel@umgah.localdomain>

On Wed, 2013-10-23 at 12:14 -0400, Tod Detre wrote:
> I have just upgraded an RT install to 4.2.0. We are experiencing a
> problem where the ticket history is very slow. Everything else seems
> to load just fine and the history will load in ~50-60 seconds. Also,
> if you go to the same ticket in a short period of time, the history
> will load quickly (probably cached somewhere). 
>
> [snip]
>
> The ticket table is ~30,000 records, the transactions table is
> ~3,800,000, and the users table is ~280,000.

What database backend, and what version thereof?
 - Alex



From tod.detre at maine.edu  Wed Oct 23 12:27:23 2013
From: tod.detre at maine.edu (Tod Detre)
Date: Wed, 23 Oct 2013 12:27:23 -0400
Subject: [rt-users] TicketHistory slow on 4.2.0
In-Reply-To: <1382545317.25935.12.camel@umgah.localdomain>
References: <CAGc_vWjrYeLyAiP0vU98jyykgz7fi1=HrFKUMnU4XsYZ4cOQnQ@mail.gmail.com>
	<1382545317.25935.12.camel@umgah.localdomain>
Message-ID: <CAGc_vWgaBkenF+fb+ffhJuPbLe_eOs1Y0yvbE9n9zHKQNdcfnw@mail.gmail.com>

Mysql 5.5.23


On Wed, Oct 23, 2013 at 12:21 PM, Alex Vandiver <alexmv at bestpractical.com>wrote:

> On Wed, 2013-10-23 at 12:14 -0400, Tod Detre wrote:
> > I have just upgraded an RT install to 4.2.0. We are experiencing a
> > problem where the ticket history is very slow. Everything else seems
> > to load just fine and the history will load in ~50-60 seconds. Also,
> > if you go to the same ticket in a short period of time, the history
> > will load quickly (probably cached somewhere).
> >
> > [snip]
> >
> > The ticket table is ~30,000 records, the transactions table is
> > ~3,800,000, and the users table is ~280,000.
>
> What database backend, and what version thereof?
>  - Alex
>
>


-- 
Tod
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From alexmv at bestpractical.com  Wed Oct 23 12:34:44 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 23 Oct 2013 12:34:44 -0400
Subject: [rt-users] TicketHistory slow on 4.2.0
In-Reply-To: <CAGc_vWgaBkenF+fb+ffhJuPbLe_eOs1Y0yvbE9n9zHKQNdcfnw@mail.gmail.com>
References: <CAGc_vWjrYeLyAiP0vU98jyykgz7fi1=HrFKUMnU4XsYZ4cOQnQ@mail.gmail.com>
	<1382545317.25935.12.camel@umgah.localdomain>
	<CAGc_vWgaBkenF+fb+ffhJuPbLe_eOs1Y0yvbE9n9zHKQNdcfnw@mail.gmail.com>
Message-ID: <1382546084.25935.22.camel@umgah.localdomain>

On Wed, 2013-10-23 at 12:27 -0400, Tod Detre wrote:
> Mysql 5.5.23

You'll want to turn on the MySQL slow query log to find what SQL queries
are taking overly long -- see 
http://dev.mysql.com/doc/refman/5.5/en/slow-query-log.html for
instructions, but they mostly boil down to setting
http://dev.mysql.com/doc/refman/5.5/en/server-system-variables.html#sysvar_slow_query_log

Providing `SHOW INDEXES FROM Transactions` and `SHOW INDEXES FROM
Attachments` may also be useful.
 - Alex





From SJC at qvii.com  Wed Oct 23 12:49:06 2013
From: SJC at qvii.com (Cena, Stephen (ext. 300))
Date: Wed, 23 Oct 2013 16:49:06 +0000
Subject: [rt-users] CC emails not always being sent
Message-ID: <0CE56AE307C0BC4B950BF05F3759DF4314CF6719@MailStore2010.ogp.qvii.com>

We're having a small issue with our RT 4.0.18. Email seems to be flowing fine to Requestors and the Owners. However on two occasions, a manager wanted to include two other managers (neither of which have an account on this RT server). So he added their email addresses as CC's. Neither manager got the email. He did say when he made a Comment and not a Reply, that the managers could see it.

Did I miss a permission setting somewhere, or what could be causing this. I will be upgraded to 4.2.0 (hopefully) by next month. I've done an upgrade with a test system & saw some errors/warnings I didn't like.

Thanks!

Stephen Cena
QVII
MIS/IT Dept
850 Hudson Ave.
Rochester, NY. 14620
585-544-0450 x300
sjc at qvii.com<mailto:sjc at qvii.com>
"Thank you for helping us help you help us all."
--For email related issues, please contact postmaster at qvii.com<mailto:postmaster at qvii.com>



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From tod.detre at maine.edu  Wed Oct 23 13:47:45 2013
From: tod.detre at maine.edu (Tod Detre)
Date: Wed, 23 Oct 2013 13:47:45 -0400
Subject: [rt-users] TicketHistory slow on 4.2.0
In-Reply-To: <1382546084.25935.22.camel@umgah.localdomain>
References: <CAGc_vWjrYeLyAiP0vU98jyykgz7fi1=HrFKUMnU4XsYZ4cOQnQ@mail.gmail.com>
	<1382545317.25935.12.camel@umgah.localdomain>
	<CAGc_vWgaBkenF+fb+ffhJuPbLe_eOs1Y0yvbE9n9zHKQNdcfnw@mail.gmail.com>
	<1382546084.25935.22.camel@umgah.localdomain>
Message-ID: <CAGc_vWigzdVCUNfDf3nTo0W0-UA180Zh1DbP7CFm1Uhh+4cr3g@mail.gmail.com>

I've had the mysql slow log on, but it does not show any slow queries.

Another interesting point, the mobile site does not seem to have the same
problem.


On Wed, Oct 23, 2013 at 12:34 PM, Alex Vandiver <alexmv at bestpractical.com>wrote:

> On Wed, 2013-10-23 at 12:27 -0400, Tod Detre wrote:
> > Mysql 5.5.23
>
> You'll want to turn on the MySQL slow query log to find what SQL queries
> are taking overly long -- see
> http://dev.mysql.com/doc/refman/5.5/en/slow-query-log.html for
> instructions, but they mostly boil down to setting
>
> http://dev.mysql.com/doc/refman/5.5/en/server-system-variables.html#sysvar_slow_query_log
>
> Providing `SHOW INDEXES FROM Transactions` and `SHOW INDEXES FROM
> Attachments` may also be useful.
>  - Alex
>
>
>
>


-- 
Tod
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From alexmv at bestpractical.com  Wed Oct 23 14:25:03 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 23 Oct 2013 14:25:03 -0400
Subject: [rt-users] TicketHistory slow on 4.2.0
In-Reply-To: <CAGc_vWigzdVCUNfDf3nTo0W0-UA180Zh1DbP7CFm1Uhh+4cr3g@mail.gmail.com>
References: <CAGc_vWjrYeLyAiP0vU98jyykgz7fi1=HrFKUMnU4XsYZ4cOQnQ@mail.gmail.com>
	<1382545317.25935.12.camel@umgah.localdomain>
	<CAGc_vWgaBkenF+fb+ffhJuPbLe_eOs1Y0yvbE9n9zHKQNdcfnw@mail.gmail.com>
	<1382546084.25935.22.camel@umgah.localdomain>
	<CAGc_vWigzdVCUNfDf3nTo0W0-UA180Zh1DbP7CFm1Uhh+4cr3g@mail.gmail.com>
Message-ID: <1382552703.25935.42.camel@umgah.localdomain>

On Wed, 2013-10-23 at 13:47 -0400, Tod Detre wrote:
> I've had the mysql slow log on, but it does not show any slow
> queries. 

That is surprising to me, as the symptoms of "first load is slow,
successive ones are fast" sounds like the MySQL query cache to me, as
I'm not aware of any other caching layers in that area.  I'd
double-check your slow query log threshold and relevant settings.

> Another interesting point, the mobile site does not seem to have the
> same problem.

Do you have any local customizations?
 - Alex



From alexmv at bestpractical.com  Wed Oct 23 14:27:39 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 23 Oct 2013 14:27:39 -0400
Subject: [rt-users] 4.2 Queue question
In-Reply-To: <CAH7EN_p_smQABtq7DgsDV-Vd6RuxfEK4vEaCWMD38m0cSwJ54A@mail.gmail.com>
References: <CAH7EN_p_smQABtq7DgsDV-Vd6RuxfEK4vEaCWMD38m0cSwJ54A@mail.gmail.com>
Message-ID: <1382552859.25935.44.camel@umgah.localdomain>

On Tue, 2013-10-22 at 08:39 -0500, Max McGrath wrote:

> If you look at the attached screenshot, I have tickets in all of my
> queues.  But on the right side, under Quick Search, it shows that all
> of my tickets reside in the Other queue.  Not sure what is wrong or
> how to fix that.  Any suggestions?

That is exceedingly odd.  Was this an upgrade?  If so, from what
version?  Are you using custom lifecycles at all?
 - Alex




From mmcgrath at carthage.edu  Wed Oct 23 14:47:04 2013
From: mmcgrath at carthage.edu (Max McGrath)
Date: Wed, 23 Oct 2013 13:47:04 -0500
Subject: [rt-users] 4.2 Queue question
In-Reply-To: <1382552859.25935.44.camel@umgah.localdomain>
References: <CAH7EN_p_smQABtq7DgsDV-Vd6RuxfEK4vEaCWMD38m0cSwJ54A@mail.gmail.com>
	<1382552859.25935.44.camel@umgah.localdomain>
Message-ID: <CAH7EN_rx6DqRH5LaptMNo03uMoVvf9sf98eDMQ4OuXQvYtwOEA@mail.gmail.com>

Yes, it was an upgrade from 4.0.16.  Under 4.0.16 all was fine and queue
numbers represented reality.

I was using a custom lifecycle under the actions.  When things went to
resolved, I changed it from Comment to Respond.


--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath at carthage.edu


On Wed, Oct 23, 2013 at 1:27 PM, Alex Vandiver <alexmv at bestpractical.com>wrote:

> On Tue, 2013-10-22 at 08:39 -0500, Max McGrath wrote:
>
> > If you look at the attached screenshot, I have tickets in all of my
> > queues.  But on the right side, under Quick Search, it shows that all
> > of my tickets reside in the Other queue.  Not sure what is wrong or
> > how to fix that.  Any suggestions?
>
> That is exceedingly odd.  Was this an upgrade?  If so, from what
> version?  Are you using custom lifecycles at all?
>  - Alex
>
>
>
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From lenjaffe at jaffesystems.com  Wed Oct 23 15:24:44 2013
From: lenjaffe at jaffesystems.com (Len Jaffe)
Date: Wed, 23 Oct 2013 15:24:44 -0400
Subject: [rt-users] Batch update user attributes
Message-ID: <CAO_bo779DGLiH+isttuODv4=Ub0xe0r5mV4qr_pf-PAYHuzkmQ@mail.gmail.com>

Is there a simple and easy way to update the privileged attribute of
mutliple RT users at once?

Thanks,
Len.

-- 
lenjaffe at jaffesystems.com   614-404-4214    @lenjaffe
Software Engineer, Founder Volunteerable <http://www.volunteerable..com/>,
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 lenjaffe at jaffesystems.com  Wed Oct 23 15:51:15 2013
From: lenjaffe at jaffesystems.com (Len Jaffe)
Date: Wed, 23 Oct 2013 15:51:15 -0400
Subject: [rt-users] where to place my callback
Message-ID: <CAO_bo74NvXYJOmZwFEoDqTpCmms=cvb+katCnXju=_A=38P59g@mail.gmail.com>

using RT 4.0.17.
I want to write a csallback to fire from lib/RT/Interface/Web.pm line 709:
 $m->callback( %$ARGS, CallbackName => 'ExternalAuthSuccessfulLogin',
CallbackPage => '/autohandler' );

Where to I need to place the callback file and what to I need to name it?

Are there any substantial docs?

Len.



-- 
lenjaffe at jaffesystems.com   614-404-4214    @lenjaffe
Software Engineer, Founder Volunteerable <http://www.volunteerable..com/>,
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 jbrandt at bestpractical.com  Wed Oct 23 16:11:56 2013
From: jbrandt at bestpractical.com (Jim Brandt)
Date: Wed, 23 Oct 2013 16:11:56 -0400
Subject: [rt-users] where to place my callback
In-Reply-To: <CAO_bo74NvXYJOmZwFEoDqTpCmms=cvb+katCnXju=_A=38P59g@mail.gmail.com>
References: <CAO_bo74NvXYJOmZwFEoDqTpCmms=cvb+katCnXju=_A=38P59g@mail.gmail.com>
Message-ID: <52682D8C.30709@bestpractical.com>

On 10/23/13 3:51 PM, Len Jaffe wrote:
> using RT 4.0.17.
> I want to write a csallback to fire from lib/RT/Interface/Web.pm line 709:
>   $m->callback( %$ARGS, CallbackName => 'ExternalAuthSuccessfulLogin',
> CallbackPage => '/autohandler' );
>
> Where to I need to place the callback file and what to I need to name it?
>
> Are there any substantial docs?

Look in the Callbacks section here:

https://github.com/bestpractical/rt/blob/4.0/writing-rt-extensions-doc/docs/writing-extensions.pod


From tod.detre at maine.edu  Wed Oct 23 16:38:03 2013
From: tod.detre at maine.edu (Tod Detre)
Date: Wed, 23 Oct 2013 16:38:03 -0400
Subject: [rt-users] TicketHistory slow on 4.2.0
In-Reply-To: <1382552703.25935.42.camel@umgah.localdomain>
References: <CAGc_vWjrYeLyAiP0vU98jyykgz7fi1=HrFKUMnU4XsYZ4cOQnQ@mail.gmail.com>
	<1382545317.25935.12.camel@umgah.localdomain>
	<CAGc_vWgaBkenF+fb+ffhJuPbLe_eOs1Y0yvbE9n9zHKQNdcfnw@mail.gmail.com>
	<1382546084.25935.22.camel@umgah.localdomain>
	<CAGc_vWigzdVCUNfDf3nTo0W0-UA180Zh1DbP7CFm1Uhh+4cr3g@mail.gmail.com>
	<1382552703.25935.42.camel@umgah.localdomain>
Message-ID: <CAGc_vWjtn-hdOUmw3nBMa6tzbz8sF_bxxTf-mAYfVEiH_8+8JQ@mail.gmail.com>

On Wed, Oct 23, 2013 at 2:25 PM, Alex Vandiver <alexmv at bestpractical.com>wrote:

> On Wed, 2013-10-23 at 13:47 -0400, Tod Detre wrote:
> > I've had the mysql slow log on, but it does not show any slow
> > queries.
>
> That is surprising to me, as the symptoms of "first load is slow,
> successive ones are fast" sounds like the MySQL query cache to me, as
> I'm not aware of any other caching layers in that area.  I'd
> double-check your slow query log threshold and relevant settings.


Sorry, about that I am seeing slow queries, but not for every time I see
the slow history problem. Here is an example of the slow queries we're
seeing:

# User at Host: rt4[rt4] @ rt4.xxx.net [xxx.xxx.xxx.xxx]
# Query_time: 0.040443  Lock_time: 0.000247 Rows_sent: 10  Rows_examined:
26134
SET timestamp=1382560324;
SELECT DISTINCT main.* FROM Tickets main JOIN Groups Groups_1  ON (
Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Instance = main.id )
LEFT JOIN Cache
dGroupMembers CachedGroupMembers_2  ON ( CachedGroupMembers_2.Disabled =
'0' ) AND ( CachedGroupMembers_2.MemberId = '37' ) AND (
CachedGroupMembers_2.GroupI
d = Groups_1.id )  WHERE ( (  ( main.Queue = '1' OR main.Queue = '1' OR
main.Queue = '3' OR main.Queue = '4' OR main.Queue = '4' OR main.Queue =
'5' OR main.
Queue = '5' OR main.Queue = '6' OR main.Queue = '6' OR main.Queue = '7' OR
main.Queue = '8' OR main.Queue = '9' OR main.Queue = '9' OR main.Queue =
'10' OR m
ain.Queue = '10' OR main.Queue = '11' OR main.Queue = '12' OR main.Queue =
'13' OR main.Queue = '14' OR main.Queue = '15' OR main.Queue = '16' OR
main.Queue
= '17' OR main.Queue = '18' OR main.Queue = '19' OR main.Queue = '20' OR
main.Queue = '21' OR main.Queue = '22' OR main.Queue = '23' OR main.Queue =
'24' OR
main.Queue = '25' OR main.Queue = '26' OR main.Queue = '27' OR main.Queue =
'28' OR main.Queue = '29' OR main.Queue = '30' OR main.Queue = '31' OR
main.Queue
 = '32' OR main.Queue = '33' OR main.Queue = '34' OR main.Queue = '35' OR
main.Queue = '36' OR main.Queue = '37' OR main.Queue = '38' OR main.Queue =
'39' OR
 main.Queue = '40' OR main.Queue = '41' OR main.Queue = '42' OR main.Queue
= '43' OR main.Queue = '44' OR main.Queue = '45' OR main.Queue = '46' OR
main.Queu
e = '47' OR main.Queue = '48' OR main.Queue = '49' OR main.Queue = '50' OR
main.Queue = '51' OR main.Queue = '52' OR main.Queue = '53' OR main.Queue =
'54' O
R main.Queue = '54' OR main.Queue = '56' OR main.Queue = '57' OR main.Queue
= '58' OR main.Queue = '59' OR main.Queue = '60' OR main.Queue = '62' OR
main.Que
ue = '63' OR main.Queue = '64' OR main.Queue = '64' OR main.Queue = '64' OR
main.Queue = '66' OR main.Queue = '68' OR main.Queue = '68' OR main.Queue =
'70'
OR main.Queue = '71' OR main.Queue = '71' OR main.Queue = '72' OR
main.Queue = '73' OR main.Queue = '75' OR main.Queue = '76' OR main.Queue =
'76' OR main.Qu
eue = '77' OR main.Queue = '77' OR main.Queue = '78' OR main.Queue = '78'
OR main.Queue = '79' OR main.Queue = '79' OR main.Queue = '80' OR
main.Queue = '80'
 OR main.Queue = '81' OR main.Queue = '81' OR main.Queue = '82' OR
main.Queue = '83' )  OR  ( CachedGroupMembers_2.MemberId IS NOT NULL AND
Groups_1.Name = '
Requestor' )  OR  ( main.Owner = '37' )  ) ) AND (main.IsMerged IS NULL)
AND (main.Status != 'deleted') AND (main.Type = 'ticket') AND
(main.Priority > '49'
AND  ( CASE WHEN main.Created BETWEEN '1969-12-31 11:59:59' AND '1970-01-01
12:00:01' THEN NULL ELSE main.Created END > '2013-09-23 20:32:04' OR  (
main.Stat
us = 'new' OR main.Status = 'open' OR main.Status = 'stalled' )  ) )  ORDER
BY main.Status ASC, main.Created DESC  LIMIT 10;
# Time: 131023 16:32:05




> > Another interesting point, the mobile site does not seem to have the
> > same problem.
>
> Do you have any local customizations?


We do have one customization. However even if I remove it and clear the
mason cache, the problem persists.

-- 
Tod
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From lenjaffe at jaffesystems.com  Wed Oct 23 17:07:31 2013
From: lenjaffe at jaffesystems.com (Len Jaffe)
Date: Wed, 23 Oct 2013 17:07:31 -0400
Subject: [rt-users] where to place my callback
In-Reply-To: <52682D8C.30709@bestpractical.com>
References: <CAO_bo74NvXYJOmZwFEoDqTpCmms=cvb+katCnXju=_A=38P59g@mail.gmail.com>
	<52682D8C.30709@bestpractical.com>
Message-ID: <CAO_bo76tJPkn1gLt963jaYwR1tJKA9BF3kAWn6bFo-AUjA3cYg@mail.gmail.com>

Thank you.
That was the explanation I needed.

Len.


On Wed, Oct 23, 2013 at 4:11 PM, Jim Brandt <jbrandt at bestpractical.com>wrote:

> On 10/23/13 3:51 PM, Len Jaffe wrote:
>
>> using RT 4.0.17.
>> I want to write a csallback to fire from lib/RT/Interface/Web.pm line 709:
>>   $m->callback( %$ARGS, CallbackName => 'ExternalAuthSuccessfulLogin',
>> CallbackPage => '/autohandler' );
>>
>> Where to I need to place the callback file and what to I need to name it?
>>
>> Are there any substantial docs?
>>
>
> Look in the Callbacks section here:
>
> https://github.com/**bestpractical/rt/blob/4.0/**
> writing-rt-extensions-doc/**docs/writing-extensions.pod<https://github.com/bestpractical/rt/blob/4.0/writing-rt-extensions-doc/docs/writing-extensions.pod>
>



-- 
lenjaffe at jaffesystems.com   614-404-4214    @lenjaffe
Software Engineer, Founder Volunteerable <http://www.volunteerable..com/>,
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 kenn.crocker at gmail.com  Wed Oct 23 18:10:37 2013
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Wed, 23 Oct 2013 15:10:37 -0700
Subject: [rt-users] CC emails not always being sent
Message-ID: <-3789452194784276121@unknownmsgid>

  Stephen,

Did your notify scrip include "others". Adding cc's requires that if they
are not listed in the ticket or queue as "cc".

Kenn

Sent from my Windows Phone
 ------------------------------
From: Cena, Stephen (ext. 300) <SJC at qvii.com>
Sent: 10/23/2013 9:49 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] CC emails not always being sent

   We're having a small issue with our RT 4.0.18. Email seems to be flowing
fine to Requestors and the Owners. However on two occasions, a manager
wanted to include two other managers (neither of which have an account on
this RT server). So he added their email addresses as CC's. Neither manager
got the email. He did say when he made a Comment and not a Reply, that the
managers could see it.

Did I miss a permission setting somewhere, or what could be causing this. I
will be upgraded to 4.2.0 (hopefully) by next month. I've done an upgrade
with a test system & saw some errors/warnings I didn't like.

Thanks!

Stephen Cena
QVII
MIS/IT Dept
850 Hudson Ave.
Rochester, NY. 14620
585-544-0450 x300
sjc at qvii.com
"Thank you for helping us help you help us all."
--For email related issues, please contact postmaster at qvii.com
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From uglobster at gmail.com  Thu Oct 24 01:51:42 2013
From: uglobster at gmail.com (Arkady)
Date: Wed, 23 Oct 2013 22:51:42 -0700 (PDT)
Subject: [rt-users] RT 4.2 - Error parse scrip with non-latin characters
In-Reply-To: <1382348167095-55558.post@n7.nabble.com>
References: <1382348167095-55558.post@n7.nabble.com>
Message-ID: <1382593902893-55606.post@n7.nabble.com>

This error in the Perl module Encode. With previous version 2.52 of Encode.pm
RT work without errors 



--
View this message in context: http://requesttracker.8502.n7.nabble.com/RT-4-2-Error-parse-scrip-with-non-latin-characters-tp55558p55606.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From tod.detre at maine.edu  Thu Oct 24 09:55:11 2013
From: tod.detre at maine.edu (Tod Detre)
Date: Thu, 24 Oct 2013 09:55:11 -0400
Subject: [rt-users] TicketHistory slow on 4.2.0
In-Reply-To: <CAGc_vWjtn-hdOUmw3nBMa6tzbz8sF_bxxTf-mAYfVEiH_8+8JQ@mail.gmail.com>
References: <CAGc_vWjrYeLyAiP0vU98jyykgz7fi1=HrFKUMnU4XsYZ4cOQnQ@mail.gmail.com>
	<1382545317.25935.12.camel@umgah.localdomain>
	<CAGc_vWgaBkenF+fb+ffhJuPbLe_eOs1Y0yvbE9n9zHKQNdcfnw@mail.gmail.com>
	<1382546084.25935.22.camel@umgah.localdomain>
	<CAGc_vWigzdVCUNfDf3nTo0W0-UA180Zh1DbP7CFm1Uhh+4cr3g@mail.gmail.com>
	<1382552703.25935.42.camel@umgah.localdomain>
	<CAGc_vWjtn-hdOUmw3nBMa6tzbz8sF_bxxTf-mAYfVEiH_8+8JQ@mail.gmail.com>
Message-ID: <CAGc_vWidh_FF0Z+GdFkcTHduY8kFUjeoFVSZnKKP0wZmXFkB9g@mail.gmail.com>

I'm learning more and more about mysql and RT trying to track down this
problem. 8-) I ran mysqldumpslow to try to find queries that are showing up
a lot and found the queries listed below. However, I'm not convinced it is
on the sql server as I can cause the problem to resurface once it's gone by
clearing my browser's cache.

Count: 192  Time=7.50s (1439s)  Lock=0.00s (0s)  Rows=1.0 (192), rt4[rt4]@
xxx.xxx.net
  SELECT count(main.id) FROM ObjectCustomFieldValues main  WHERE
(main.Disabled = 'S') AND (main.ObjectId = 'S') AND (main.ObjectType = 'S')
Count: 159  Time=0.17s (27s)  Lock=0.00s (0s)  Rows=1.0 (159), rt4[rt4]@
xxx.xxx.net
  SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN Groups Groups_1  ON
( Groups_1.Domain = 'S' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN
CachedGro
upMembers CachedGroupMembers_2  ON ( CachedGroupMembers_2.Disabled = 'S' )
AND ( CachedGroupMembers_2.MemberId = 'S' ) AND (
CachedGroupMembers_2.GroupId = G
roups_1.id )  WHERE ( (  ( main.Queue = 'S' OR main.Queue = 'S' OR
main.Queue = 'S' OR main.Queue = 'S' )  OR  ( CachedGroupMembers_2.MemberId
IS NOT NULL AN
D Groups_1.Name = 'S' )  OR  ( main.Owner = 'S' )  ) ) AND (main.IsMerged
IS NULL) AND (main.Status != 'S') AND (main.Type = 'S') AND (main.Priority
> 'S' AN
D  ( CASE WHEN main.Created BETWEEN 'S' AND 'S' THEN NULL ELSE main.Created
END > 'S' OR  ( main.Status = 'S' OR main.Status = 'S' OR main.Status = 'S'
)  )
)
Count: 159  Time=0.21s (32s)  Lock=0.00s (0s)  Rows=1.0 (159), rt4[rt4]@
xxx.xxx.net
  SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN Groups Groups_1  ON
( Groups_1.Domain = 'S' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN
CachedGro
upMembers CachedGroupMembers_2  ON ( CachedGroupMembers_2.Disabled = 'S' )
AND ( CachedGroupMembers_2.MemberId = 'S' ) AND (
CachedGroupMembers_2.GroupId = G
roups_1.id )  WHERE ( (  ( main.Queue = 'S' OR main.Queue = 'S' )  OR  (
CachedGroupMembers_2.MemberId IS NOT NULL AND Groups_1.Name = 'S' )  OR  (
main.Owne
r = 'S' )  ) ) AND (main.IsMerged IS NULL) AND (main.Status != 'S') AND
(main.Type = 'S') AND (main.Priority > 'S' AND  ( CASE WHEN main.Created
BETWEEN 'S'
AND 'S' THEN NULL ELSE main.Created END > 'S' OR  ( main.Status = 'S' OR
main.Status = 'S' OR main.Status = 'S' )  ) )



On Wed, Oct 23, 2013 at 4:38 PM, Tod Detre <tod.detre at maine.edu> wrote:

> On Wed, Oct 23, 2013 at 2:25 PM, Alex Vandiver <alexmv at bestpractical.com>wrote:
>
>> On Wed, 2013-10-23 at 13:47 -0400, Tod Detre wrote:
>> > I've had the mysql slow log on, but it does not show any slow
>> > queries.
>>
>> That is surprising to me, as the symptoms of "first load is slow,
>> successive ones are fast" sounds like the MySQL query cache to me, as
>> I'm not aware of any other caching layers in that area.  I'd
>> double-check your slow query log threshold and relevant settings.
>
>
> Sorry, about that I am seeing slow queries, but not for every time I see
> the slow history problem. Here is an example of the slow queries we're
> seeing:
>
> # User at Host: rt4[rt4] @ rt4.xxx.net [xxx.xxx.xxx.xxx]
> # Query_time: 0.040443  Lock_time: 0.000247 Rows_sent: 10  Rows_examined:
> 26134
> SET timestamp=1382560324;
> SELECT DISTINCT main.* FROM Tickets main JOIN Groups Groups_1  ON (
> Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Instance = main.id )
> LEFT JOIN Cache
> dGroupMembers CachedGroupMembers_2  ON ( CachedGroupMembers_2.Disabled =
> '0' ) AND ( CachedGroupMembers_2.MemberId = '37' ) AND (
> CachedGroupMembers_2.GroupI
> d = Groups_1.id )  WHERE ( (  ( main.Queue = '1' OR main.Queue = '1' OR
> main.Queue = '3' OR main.Queue = '4' OR main.Queue = '4' OR main.Queue =
> '5' OR main.
> Queue = '5' OR main.Queue = '6' OR main.Queue = '6' OR main.Queue = '7' OR
> main.Queue = '8' OR main.Queue = '9' OR main.Queue = '9' OR main.Queue =
> '10' OR m
> ain.Queue = '10' OR main.Queue = '11' OR main.Queue = '12' OR main.Queue =
> '13' OR main.Queue = '14' OR main.Queue = '15' OR main.Queue = '16' OR
> main.Queue
> = '17' OR main.Queue = '18' OR main.Queue = '19' OR main.Queue = '20' OR
> main.Queue = '21' OR main.Queue = '22' OR main.Queue = '23' OR main.Queue =
> '24' OR
> main.Queue = '25' OR main.Queue = '26' OR main.Queue = '27' OR main.Queue
> = '28' OR main.Queue = '29' OR main.Queue = '30' OR main.Queue = '31' OR
> main.Queue
>  = '32' OR main.Queue = '33' OR main.Queue = '34' OR main.Queue = '35' OR
> main.Queue = '36' OR main.Queue = '37' OR main.Queue = '38' OR main.Queue =
> '39' OR
>  main.Queue = '40' OR main.Queue = '41' OR main.Queue = '42' OR main.Queue
> = '43' OR main.Queue = '44' OR main.Queue = '45' OR main.Queue = '46' OR
> main.Queu
> e = '47' OR main.Queue = '48' OR main.Queue = '49' OR main.Queue = '50' OR
> main.Queue = '51' OR main.Queue = '52' OR main.Queue = '53' OR main.Queue =
> '54' O
> R main.Queue = '54' OR main.Queue = '56' OR main.Queue = '57' OR
> main.Queue = '58' OR main.Queue = '59' OR main.Queue = '60' OR main.Queue =
> '62' OR main.Que
> ue = '63' OR main.Queue = '64' OR main.Queue = '64' OR main.Queue = '64'
> OR main.Queue = '66' OR main.Queue = '68' OR main.Queue = '68' OR
> main.Queue = '70'
> OR main.Queue = '71' OR main.Queue = '71' OR main.Queue = '72' OR
> main.Queue = '73' OR main.Queue = '75' OR main.Queue = '76' OR main.Queue =
> '76' OR main.Qu
> eue = '77' OR main.Queue = '77' OR main.Queue = '78' OR main.Queue = '78'
> OR main.Queue = '79' OR main.Queue = '79' OR main.Queue = '80' OR
> main.Queue = '80'
>  OR main.Queue = '81' OR main.Queue = '81' OR main.Queue = '82' OR
> main.Queue = '83' )  OR  ( CachedGroupMembers_2.MemberId IS NOT NULL AND
> Groups_1.Name = '
> Requestor' )  OR  ( main.Owner = '37' )  ) ) AND (main.IsMerged IS NULL)
> AND (main.Status != 'deleted') AND (main.Type = 'ticket') AND
> (main.Priority > '49'
> AND  ( CASE WHEN main.Created BETWEEN '1969-12-31 11:59:59' AND
> '1970-01-01 12:00:01' THEN NULL ELSE main.Created END > '2013-09-23
> 20:32:04' OR  ( main.Stat
> us = 'new' OR main.Status = 'open' OR main.Status = 'stalled' )  ) )
>  ORDER BY main.Status ASC, main.Created DESC  LIMIT 10;
> # Time: 131023 16:32:05
>
>
>
>
>>  > Another interesting point, the mobile site does not seem to have the
>> > same problem.
>>
>> Do you have any local customizations?
>
>
> We do have one customization. However even if I remove it and clear the
> mason cache, the problem persists.
>
> --
> Tod
>



-- 
Tod
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From robert at robertblackwell.com  Thu Oct 24 11:02:03 2013
From: robert at robertblackwell.com (Robert Blackwell)
Date: Thu, 24 Oct 2013 11:02:03 -0400
Subject: [rt-users] Using RT as a pastebin
Message-ID: <CAGrcjSRY=a3J=E7+7Z82t90Tacob29hOFZOkSGq_o++6_fRL8A@mail.gmail.com>

I use RT for a pastebin.

Thought someone else might like the idea too.
https://github.com/rtcommunity/app-nopaste-service-rt

The code was a quick hack that works for me. My hope is someone else might
have more tuits and interest to polish it up into a real package and
release it to CPAN.

Robert
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From nitesh at easternpointcom.com  Thu Oct 24 12:02:27 2013
From: nitesh at easternpointcom.com (Nitesh Divecha)
Date: Thu, 24 Oct 2013 12:02:27 -0400
Subject: [rt-users] RT-4.2.0 on Ubuntu 9.10
Message-ID: <52694493.1030500@easternpointcom.com>

Hello all,

I'm new to RT but familiar with Ubuntu system and programming stuff.

I got Ubuntu 9.10 running and I was wondering/hoping if I can install 
RT-4.2.0?

Or do I need latest version on Ubuntu to run RT-4.2.0?

Or should I just download the binaries and compile it from source?

Any feedback will be highly appreciated.

-- 
Cheers,
Nitesh



From gemsley at st-leonards.com  Thu Oct 24 12:17:48 2013
From: gemsley at st-leonards.com (Grant Emsley)
Date: Thu, 24 Oct 2013 16:17:48 +0000
Subject: [rt-users] Extension to automatically close Zabbix tickets
Message-ID: <E5F8F24DF2C6744EB6728EFBE8598A595E3E9F61@SRV-EXCHANGE10.stleonards.local>

Zabbix is a monitoring system similar to Nagios.  When I saw there was a Nagios extension to automatically close tickets it generated, I decided to write the same thing for Zabbix.  It's based on RT-Extension-Nagios, so someone else already did all the hard work.

If anyone else uses Zabbix and is interested in it, you can find it at https://github.com/grantemsley/rt-extension-zabbix

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From Kendric.Beachey at garmin.com  Thu Oct 24 12:12:18 2013
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Thu, 24 Oct 2013 16:12:18 +0000
Subject: [rt-users] RT-4.2.0 on Ubuntu 9.10
In-Reply-To: <52694493.1030500@easternpointcom.com>
References: <52694493.1030500@easternpointcom.com>
Message-ID: <074C3AE4E206DC478AB4FA128B979141168DAFBE@OLAWPA-EXMB05.ad.garmin.com>

If you haven't started yet and it is at all possible, you should get a newer version of Ubuntu going.  Support for 9.10 ended about two years ago.

12.04 is a "long term support" release that will keep getting updates until late 2017.  By that time you will hopefully have upgraded to 14.04, which will be the next LTS release.
--
Kendric Beachey



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nitesh Divecha
Sent: Thursday, October 24, 2013 11:02 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT-4.2.0 on Ubuntu 9.10

Hello all,

I'm new to RT but familiar with Ubuntu system and programming stuff.

I got Ubuntu 9.10 running and I was wondering/hoping if I can install RT-4.2.0?

Or do I need latest version on Ubuntu to run RT-4.2.0?

Or should I just download the binaries and compile it from source?

Any feedback will be highly appreciated.

--
Cheers,
Nitesh



________________________________

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.



From paul at tracker-software.com  Thu Oct 24 13:19:19 2013
From: paul at tracker-software.com (Paul O'Rorke)
Date: Thu, 24 Oct 2013 10:19:19 -0700
Subject: [rt-users] RT-4.2.0 on Ubuntu 9.10
In-Reply-To: <074C3AE4E206DC478AB4FA128B979141168DAFBE@OLAWPA-EXMB05.ad.garmin.com>
References: <52694493.1030500@easternpointcom.com>
	<074C3AE4E206DC478AB4FA128B979141168DAFBE@OLAWPA-EXMB05.ad.garmin.com>
Message-ID: <52695697.1050009@tracker-software.com>

I concur with Kendric,

I have run RT on Ubuntu since 8.04.  I recently upgraded from 3.4.8 to 
4.0.17 and found it much easier to install it from sources on 12.04 than 
use the repositories.

I would suggest a clean 12.04 and install from source.

Just my 2 cents...

*Paul O'Rorke*
Tracker Software Products
paul at tracker-software.com <mailto:paul.ororke at tracker-software.com>On 
10/24/2013 9:12 AM, Beachey, Kendric wrote:


> If you haven't started yet and it is at all possible, you should get a newer version of Ubuntu going.  Support for 9.10 ended about two years ago.
>
> 12.04 is a "long term support" release that will keep getting updates until late 2017.  By that time you will hopefully have upgraded to 14.04, which will be the next LTS release.
> --
> Kendric Beachey
>
>
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nitesh Divecha
> Sent: Thursday, October 24, 2013 11:02 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] RT-4.2.0 on Ubuntu 9.10
>
> Hello all,
>
> I'm new to RT but familiar with Ubuntu system and programming stuff.
>
> I got Ubuntu 9.10 running and I was wondering/hoping if I can install RT-4.2.0?
>
> Or do I need latest version on Ubuntu to run RT-4.2.0?
>
> Or should I just download the binaries and compile it from source?
>
> Any feedback will be highly appreciated.
>
> --
> Cheers,
> Nitesh
>
>
>
> ________________________________
>
> 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 gerbera_daisy82 at ymail.com  Thu Oct 24 13:35:30 2013
From: gerbera_daisy82 at ymail.com (gerbera_daisy82 at ymail.com)
Date: Thu, 24 Oct 2013 10:35:30 -0700 (PDT)
Subject: [rt-users] automatically adding "one-time CC's" in replies
Message-ID: <1382636130341-55613.post@n7.nabble.com>

Hi, I was wondering if there was a way to either have those checkboxes
automatically checked or if there was a scrip out there that automatically
has the one time CC's on the correspondence.   Thanks in advance!



--
View this message in context: http://requesttracker.8502.n7.nabble.com/automatically-adding-one-time-CC-s-in-replies-tp55613.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From nitesh at easternpointcom.com  Thu Oct 24 15:24:47 2013
From: nitesh at easternpointcom.com (Nitesh Divecha)
Date: Thu, 24 Oct 2013 15:24:47 -0400
Subject: [rt-users] RT-4.2.0 on Ubuntu 9.10
In-Reply-To: <52695697.1050009@tracker-software.com>
References: <52694493.1030500@easternpointcom.com>	<074C3AE4E206DC478AB4FA128B979141168DAFBE@OLAWPA-EXMB05.ad.garmin.com>
	<52695697.1050009@tracker-software.com>
Message-ID: <526973FF.1070301@easternpointcom.com>

Kendric/Paul,

Thanks for your prompt response...

I guess I will give a shot with clean install and new box.

Much appreciate!

Cheers,
Nitesh

On 10/24/13 1:19 PM, Paul O'Rorke wrote:
> I concur with Kendric,
>
> I have run RT on Ubuntu since 8.04.  I recently upgraded from 3.4.8 to 
> 4.0.17 and found it much easier to install it from sources on 12.04 
> than use the repositories.
>
> I would suggest a clean 12.04 and install from source.
>
> Just my 2 cents...
>
> *Paul O'Rorke*
> Tracker Software Products
> paul at tracker-software.com <mailto:paul.ororke at tracker-software.com>On 
> 10/24/2013 9:12 AM, Beachey, Kendric wrote:
>
>
>> If you haven't started yet and it is at all possible, you should get a newer version of Ubuntu going.  Support for 9.10 ended about two years ago.
>>
>> 12.04 is a "long term support" release that will keep getting updates until late 2017.  By that time you will hopefully have upgraded to 14.04, which will be the next LTS release.
>> --
>> Kendric Beachey
>>
>>
>>
>> -----Original Message-----
>> From:rt-users-bounces at lists.bestpractical.com  [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nitesh Divecha
>> Sent: Thursday, October 24, 2013 11:02 AM
>> To:rt-users at lists.bestpractical.com
>> Subject: [rt-users] RT-4.2.0 on Ubuntu 9.10
>>
>> Hello all,
>>
>> I'm new to RT but familiar with Ubuntu system and programming stuff.
>>
>> I got Ubuntu 9.10 running and I was wondering/hoping if I can install RT-4.2.0?
>>
>> Or do I need latest version on Ubuntu to run RT-4.2.0?
>>
>> Or should I just download the binaries and compile it from source?
>>
>> Any feedback will be highly appreciated.
>>
>> --
>> Cheers,
>> Nitesh
>>
>>
>>
>> ________________________________
>>
>> 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 bbaker at copesan.com  Thu Oct 24 15:41:46 2013
From: bbaker at copesan.com (Bryon Baker)
Date: Thu, 24 Oct 2013 19:41:46 +0000
Subject: [rt-users] Date Time Display
Message-ID: <1bd60b2a10f743a1b15ea3535445a55f@DM2PR05MB430.namprd05.prod.outlook.com>

Hello all I am using version 4.0.13

I would like to know if the time display can be change from 24 hr to 12 hr?

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 japodaca at latg.com  Thu Oct 24 15:59:12 2013
From: japodaca at latg.com (John Apodaca)
Date: Thu, 24 Oct 2013 15:59:12 -0400 (EDT)
Subject: [rt-users] =?utf-8?q?configure_--enable-ssl-mailgate_option_is_go?=
	=?utf-8?q?ne_in_RT_4=2E2_=3F?=
Message-ID: <1382644752.659613924@apps.rackspace.com>


What happened to the configure --enable-ssl-mailgate option?
 
It is now an unrecognized option in version 4.2.
 
Are the Perl modules required for SSL now included by default?
 
John Apodaca
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From falcone at bestpractical.com  Thu Oct 24 22:17:49 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 24 Oct 2013 22:17:49 -0400
Subject: [rt-users] configure --enable-ssl-mailgate option is gone in RT
 4.2 ?
In-Reply-To: <1382644752.659613924@apps.rackspace.com>
References: <1382644752.659613924@apps.rackspace.com>
Message-ID: <20131025021749.GA16283@jibsheet.com>

On Thu, Oct 24, 2013 at 03:59:12PM -0400, John Apodaca wrote:
>    What happened to the configure --enable-ssl-mailgate option?
>    It is now an unrecognized option in version 4.2.

The ./configure feature was introduced in 4.0 because we don't add new
dependencies in the middle of a stable series (see paragraph three on
http://www.bestpractical.com/rt/release-policy.html ).

This allowed us to provide an easy way for you to automatically get
and install the needed CPAN modules.

>    Are the Perl modules required for SSL now included by default?

With the release of 4.2.0 we just required all the needed SSL libraries
because you may need them for mailgate or the S/MIME support and in
general they're needed more and more these days.

-kevin

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From falcone at bestpractical.com  Thu Oct 24 22:21:07 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 24 Oct 2013 22:21:07 -0400
Subject: [rt-users] Extension to automatically close Zabbix tickets
In-Reply-To: <E5F8F24DF2C6744EB6728EFBE8598A595E3E9F61@SRV-EXCHANGE10.stleonards.local>
References: <E5F8F24DF2C6744EB6728EFBE8598A595E3E9F61@SRV-EXCHANGE10.stleonards.local>
Message-ID: <20131025022107.GB16283@jibsheet.com>

On Thu, Oct 24, 2013 at 04:17:48PM +0000, Grant Emsley wrote:
>    Zabbix is a monitoring system similar to Nagios.  When I saw there was a Nagios extension to
>    automatically close tickets it generated, I decided to write the same thing for Zabbix.  It's
>    based on RT-Extension-Nagios, so someone else already did all the hard work.
> 
>    If anyone else uses Zabbix and is interested in it, you can find it at
>    https://github.com/grantemsley/rt-extension-zabbix

Thanks for doing this.

Someone asked about zabbix support recently and was trying to make
rt-extension-nagios work.  

As we work on updating our extension list, I'll add this in.

-kevin
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From alexmv at bestpractical.com  Fri Oct 25 00:04:21 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Fri, 25 Oct 2013 00:04:21 -0400
Subject: [rt-users] configure --enable-ssl-mailgate option is gone in RT
 4.2 ?
In-Reply-To: <1382644752.659613924@apps.rackspace.com>
References: <1382644752.659613924@apps.rackspace.com>
Message-ID: <1382673861.25935.69.camel@umgah.localdomain>

On Thu, 2013-10-24 at 15:59 -0400, John Apodaca wrote:
> Are the Perl modules required for SSL now included by default?

Yes.
 - Alex




From SJC at qvii.com  Fri Oct 25 09:20:59 2013
From: SJC at qvii.com (Cena, Stephen (ext. 300))
Date: Fri, 25 Oct 2013 13:20:59 +0000
Subject: [rt-users] CC emails not always being sent
In-Reply-To: <-3789452194784276121@unknownmsgid>
References: <-3789452194784276121@unknownmsgid>
Message-ID: <0CE56AE307C0BC4B950BF05F3759DF4314CF7515@MailStore2010.ogp.qvii.com>

Yes, I have a "On Correspond Notify Other Recipients", Condition "On Correspond", Action "Notify Other Recipients", using the stock global template. Stage TransactionCreate.

Stephen Cena
QVII
MIS/IT Dept
850 Hudson Ave.
Rochester, NY. 14620
585-544-0450 x300
sjc at qvii.com<mailto:sjc at qvii.com>
"Thank you for helping us help you help us all."
--For email related issues, please contact postmaster at qvii.com<mailto:postmaster at qvii.com>




________________________________
From: Kenneth Crocker [mailto:kenn.crocker at gmail.com]
Sent: Wednesday, October 23, 2013 6:11 PM
To: Cena, Stephen (ext. 300); rt-users at lists.bestpractical.com
Subject: RE: [rt-users] CC emails not always being sent

Stephen,

Did your notify scrip include "others". Adding cc's requires that if they are not listed in the ticket or queue as "cc".

Kenn
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From RMatera at esselte.com  Fri Oct 25 13:29:55 2013
From: RMatera at esselte.com (Rafal Matera)
Date: Fri, 25 Oct 2013 19:29:55 +0200
Subject: [rt-users] CC emails not always being sent
In-Reply-To: <0CE56AE307C0BC4B950BF05F3759DF4314CF7515@MailStore2010.ogp.qvii.com>
References: <-3789452194784276121@unknownmsgid>
	<0CE56AE307C0BC4B950BF05F3759DF4314CF7515@MailStore2010.ogp.qvii.com>
Message-ID: <OF203E7DC4.EF7ABE89-ONC1257C0F.005FC31C-C1257C0F.0060203D@esselte.com>

Hi Stephen,

There is configuration option NotifyActor.
If it set to 0, RT does not notify person who performs the update of the 
ticket. Even if this person is in CC.
Please check, maybe this is your case.

Best regards,
Rafal


From:   "Cena, Stephen (ext. 300)" <SJC at qvii.com>
To:     Kenneth Crocker <kenn.crocker at gmail.com>, 
"rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com>
Date:   2013-10-25 15:21
Subject:        Re: [rt-users] CC emails not always being sent
Sent by:        rt-users-bounces at lists.bestpractical.com



Yes, I have a "On Correspond Notify Other Recipients", Condition "On 
Correspond", Action "Notify Other Recipients", using the stock global 
template. Stage TransactionCreate.
 
Stephen Cena
QVII
MIS/IT Dept
850 Hudson Ave.
Rochester, NY. 14620
585-544-0450 x300
sjc at qvii.com
"Thank you for helping us help you help us all."
--For email related issues, please contact postmaster at qvii.com
 
 
 

From: Kenneth Crocker [mailto:kenn.crocker at gmail.com] 
Sent: Wednesday, October 23, 2013 6:11 PM
To: Cena, Stephen (ext. 300); rt-users at lists.bestpractical.com
Subject: RE: [rt-users] CC emails not always being sent

Stephen,

Did your notify scrip include "others". Adding cc's requires that if they 
are not listed in the ticket or queue as "cc".

Kenn
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From robert at robertblackwell.com  Fri Oct 25 15:14:47 2013
From: robert at robertblackwell.com (Robert Blackwell)
Date: Fri, 25 Oct 2013 15:14:47 -0400
Subject: [rt-users] Path::Iterator::Rule::RT
Message-ID: <CAGrcjSSPaZihUatV4QFPdGs6P5HwX67v8KqpLfTQRzp5Bb9Xdw@mail.gmail.com>

I have a use case where RT ticket numbers are directory names and
based on the RT status I need to perform some action. So I wrote
Path::Iterator::Rule::RT.

It is a 'works enough for me' module but thought someone else might
like the idea too.
https://github.com/rtcommunity/Path-Iterator-Rule-RT

 My hope is someone else might have more tuits and interest to polish
it up into a real package and release it to CPAN.

Happy Hacking
Robert


From wmi8 at cdc.gov  Fri Oct 25 15:45:34 2013
From: wmi8 at cdc.gov (Wright, Cory (CDC/OID/NCIRD) (CTR))
Date: Fri, 25 Oct 2013 19:45:34 +0000
Subject: [rt-users] Upgrading 4.0.8 -> 4.2.0 breaking outgoing email
Message-ID: <19AE285F8495424FA7AF79F7CCCA6B8726BC0303@EMBX-CLFT2.cdc.gov>

Hi All --

After an upgrade to 4.2.0 our instance of RT will not send out email.  I don't even get the "Outgoing email recorded" message in a ticket, so I assumed a problem with scrips.  I've created new post-upgrade scrips for the sole purpose of emailing out, but doesn't work.  I've also successfully tested emails from the same host on CLI using mailx (works), changing MailCommand from "sendmailpipe" to "sendmail" (doesn't work), rolling back to our 4.0.8 codebase (works).  No problems with incoming email.

Help?  If this is in the wrong channel please let me know.
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From dgnapier at sfu.ca  Fri Oct 25 16:17:40 2013
From: dgnapier at sfu.ca (Duncan Napier)
Date: Fri, 25 Oct 2013 13:17:40 -0700 (PDT)
Subject: [rt-users] rt-users Digest, Vol 115, Issue 35
In-Reply-To: <mailman.1905.1382531341.1597.rt-users@lists.bestpractical.com>
Message-ID: <1260954169.322942404.1382732260182.JavaMail.root@jaguar7.sfu.ca>

> Date: Tue, 22 Oct 2013 13:08:05 -0400
> From: Kevin Falcone <falcone at bestpractical.com>
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Restrictions and limitations on use of
> 	ReferrerWhitelist, RestrictReferrer, RestrictReferrer (cross-site
> 	request forgery warning message)
> Message-ID: <20131022170805.GY37001 at jibsheet.com>
> Content-Type: text/plain; charset="us-ascii"
> 
> On Mon, Oct 21, 2013 at 03:30:08PM -0700, Duncan Napier wrote:
>
> > 
> > ReferrerWhitelist [(Set(@ReferrerWhitelist, qw(*.example.com:443
> > *.example.com:80));] and Set RestrictLoginReferrer=0 do not seem to
> > work at all and all users, priviliged and unpriviliged and all
> > users
> > get the cross-site request forgery message.
> 
> 
> As for @ReferrerWhitelist, you'd have to show an actual error message
> to compare with the domains that you're whitelisting in order to know
> what's wrong.  This is the preferred solution (white list the source
> of your ticket form submissions).
> 
> -kevin

OK ... thanks for clarification. I think my problem with the Whitelist is that I have whitespace in my $Organization name. The Apache error log shows

[Fri Oct 25 20:03:48 2013] [error]: your $Organization setting (Another Company) appears to contain whitespace.  Please fix this. (/usr/local/rt/sbin/../lib/RT/Config.pm:505)
[Fri Oct 25 20:03:48 2013] [notice]: Possible CSRF: your browser did not supply a Referrer header (/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:1458)

Does Whitelist use $Organization as a reference/lookup? When I set RT up, using my domain didn't make much sense because MY domain is different from the organizational unit that I am supporting, so I put in the ACTUAL NAME of the the other organizational unit I support. I realize now that spaces in $Organization are not allowed in RT, but I have not had any problems up to now. I am prepared to change it if necessary and I have seen instructions on this list to do an $Organization search-and-replace in MySQL to preserve links. 


From alexmv at bestpractical.com  Fri Oct 25 16:32:20 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Fri, 25 Oct 2013 16:32:20 -0400
Subject: [rt-users] Upgrading 4.0.8 -> 4.2.0 breaking outgoing email
In-Reply-To: <19AE285F8495424FA7AF79F7CCCA6B8726BC0303@EMBX-CLFT2.cdc.gov>
References: <19AE285F8495424FA7AF79F7CCCA6B8726BC0303@EMBX-CLFT2.cdc.gov>
Message-ID: <1382733140.16241.58.camel@umgah.localdomain>

On Fri, 2013-10-25 at 19:45 +0000, Wright, Cory (CDC/OID/NCIRD) (CTR)
wrote:
> After an upgrade to 4.2.0 our instance of RT will not send out email.
> I don?t even get the ?Outgoing email recorded? message in a ticket, so
> I assumed a problem with scrips.  I?ve created new post-upgrade scrips
> for the sole purpose of emailing out, but doesn?t work.

Increase RT's logging level to 'debug', and show the logs from an update
you would expect to send mail.
 - Alex




From alexmv at bestpractical.com  Fri Oct 25 16:39:56 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Fri, 25 Oct 2013 16:39:56 -0400
Subject: [rt-users] TicketHistory slow on 4.2.0
In-Reply-To: <CAGc_vWidh_FF0Z+GdFkcTHduY8kFUjeoFVSZnKKP0wZmXFkB9g@mail.gmail.com>
References: <CAGc_vWjrYeLyAiP0vU98jyykgz7fi1=HrFKUMnU4XsYZ4cOQnQ@mail.gmail.com>
	<1382545317.25935.12.camel@umgah.localdomain>
	<CAGc_vWgaBkenF+fb+ffhJuPbLe_eOs1Y0yvbE9n9zHKQNdcfnw@mail.gmail.com>
	<1382546084.25935.22.camel@umgah.localdomain>
	<CAGc_vWigzdVCUNfDf3nTo0W0-UA180Zh1DbP7CFm1Uhh+4cr3g@mail.gmail.com>
	<1382552703.25935.42.camel@umgah.localdomain>
	<CAGc_vWjtn-hdOUmw3nBMa6tzbz8sF_bxxTf-mAYfVEiH_8+8JQ@mail.gmail.com>
	<CAGc_vWidh_FF0Z+GdFkcTHduY8kFUjeoFVSZnKKP0wZmXFkB9g@mail.gmail.com>
Message-ID: <1382733596.16241.65.camel@umgah.localdomain>

On Thu, 2013-10-24 at 09:55 -0400, Tod Detre wrote:
> I'm learning more and more about mysql and RT trying to track down
> this problem. 8-) I ran mysqldumpslow to try to find queries that are
> showing up a lot and found the queries listed below. However, I'm not
> convinced it is on the sql server as I can cause the problem to
> resurface once it's gone by clearing my browser's cache.

If it is indeed not the database (which would surprise me), you may need
to turn on Mason profiling to determine which components are being slow.
Instructions for doing so are in
http://docs.bestpractical.com/RT_Config#MasonParameters  Note that this
has a performance impact, so you will likely want to test this on a
separate development server.

> Count: 192  Time=7.50s (1439s)  Lock=0.00s (0s)  Rows=1.0 (192),
> rt4[rt4]@xxx.xxx.net
>   SELECT count(main.id) FROM ObjectCustomFieldValues main  WHERE
> (main.Disabled = 'S') AND (main.ObjectId = 'S') AND (main.ObjectType =
> 'S')

The time taken by this query is quite surprising.  Can you show the
query plan for it, by finding one specific example, and running:

EXPLAIN SELECT count(main.id)
   FROM ObjectCustomFieldValues main
  WHERE (main.Disabled = '...')
    AND (main.ObjectId = '...') AND (main.ObjectType = '...');

...replacing the '...'s with real values?  Also, the output of:
   SHOW INDEXES FROM ObjectCustomFieldValues;

 - Alex





From tod.detre at maine.edu  Fri Oct 25 16:56:38 2013
From: tod.detre at maine.edu (Tod Detre)
Date: Fri, 25 Oct 2013 16:56:38 -0400
Subject: [rt-users] TicketHistory slow on 4.2.0
In-Reply-To: <1382733596.16241.65.camel@umgah.localdomain>
References: <CAGc_vWjrYeLyAiP0vU98jyykgz7fi1=HrFKUMnU4XsYZ4cOQnQ@mail.gmail.com>
	<1382545317.25935.12.camel@umgah.localdomain>
	<CAGc_vWgaBkenF+fb+ffhJuPbLe_eOs1Y0yvbE9n9zHKQNdcfnw@mail.gmail.com>
	<1382546084.25935.22.camel@umgah.localdomain>
	<CAGc_vWigzdVCUNfDf3nTo0W0-UA180Zh1DbP7CFm1Uhh+4cr3g@mail.gmail.com>
	<1382552703.25935.42.camel@umgah.localdomain>
	<CAGc_vWjtn-hdOUmw3nBMa6tzbz8sF_bxxTf-mAYfVEiH_8+8JQ@mail.gmail.com>
	<CAGc_vWidh_FF0Z+GdFkcTHduY8kFUjeoFVSZnKKP0wZmXFkB9g@mail.gmail.com>
	<1382733596.16241.65.camel@umgah.localdomain>
Message-ID: <CAGc_vWgT0Ay-ZyjyRso6aUJwn9fie86VWr24NLfxoE=zFL1y4g@mail.gmail.com>

Here are the EXPLAIN results:

mysql> EXPLAIN SELECT count(main.id)    FROM ObjectCustomFieldValues main;
+----+-------------+-------+-------+---------------+--------------------------+---------+------+---------+-------------+
| id | select_type | table | type  | possible_keys | key
       | key_len | ref  | rows    | Extra       |
+----+-------------+-------+-------+---------------+--------------------------+---------+------+---------+-------------+
|  1 | SIMPLE      | main  | index | NULL          |
ObjectCustomFieldValues2 | 265     | NULL | 3098664 | Using index |
+----+-------------+-------+-------+---------------+--------------------------+---------+------+---------+-------------+
1 row in set (0.01 sec)

mysql> EXPLAIN SELECT count(main.id) FROM ObjectCustomFieldValues main
 WHERE (main.Disabled = '0') AND (main.ObjectId = '3910406') AND
(main.ObjectType = 'RT::Transaction');
+----+-------------+-------+------+---------------+------+---------+------+---------+-------------+
| id | select_type | table | type | possible_keys | key  | key_len |
ref  | rows    | Extra       |
+----+-------------+-------+------+---------------+------+---------+------+---------+-------------+
|  1 | SIMPLE      | main  | ALL  | NULL          | NULL | NULL    |
NULL | 3098664 | Using where |
+----+-------------+-------+------+---------------+------+---------+------+---------+-------------+
1 row in set (0.00 sec)


So it looks like the first query is using an index, but the second is
not. I've confirmed that the ObjectCustomFieldValues table has the
correct indexes listed in the schema.mysql. However the disabled field
is not indexed. Should that be added?

mysql> show index from ObjectCustomFieldValues;
+-------------------------+------------+--------------------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+---------------+
| Table                   | Non_unique | Key_name                 |
Seq_in_index | Column_name | Collation | Cardinality | Sub_part |
Packed | Null | Index_type | Comment | Index_comment |
+-------------------------+------------+--------------------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+---------------+
| ObjectCustomFieldValues |          0 | PRIMARY                  |
        1 | id          | A         |     3195564 |     NULL | NULL
|      | BTREE      |         |               |
| ObjectCustomFieldValues |          1 | ObjectCustomFieldValues1 |
        1 | Content     | A         |     1065188 |     NULL | NULL
| YES  | BTREE      |         |               |
| ObjectCustomFieldValues |          1 | ObjectCustomFieldValues2 |
        1 | CustomField | A         |          17 |     NULL | NULL
|      | BTREE      |         |               |
| ObjectCustomFieldValues |          1 | ObjectCustomFieldValues2 |
        2 | ObjectType  | A         |          17 |     NULL | NULL
|      | BTREE      |         |               |
| ObjectCustomFieldValues |          1 | ObjectCustomFieldValues2 |
        3 | ObjectId    | A         |     3195564 |     NULL | NULL
|      | BTREE      |         |               |
+-------------------------+------------+--------------------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+---------------+
5 rows in set (0.12 sec)

-- 
Tod


From alexmv at bestpractical.com  Fri Oct 25 16:57:08 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Fri, 25 Oct 2013 16:57:08 -0400
Subject: [rt-users] Upgrading 4.0.8 -> 4.2.0 breaking outgoing email
In-Reply-To: <19AE285F8495424FA7AF79F7CCCA6B8726BC136F@EMBX-CLFT2.cdc.gov>
References: <19AE285F8495424FA7AF79F7CCCA6B8726BC0303@EMBX-CLFT2.cdc.gov>
	<1382733140.16241.58.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC136F@EMBX-CLFT2.cdc.gov>
Message-ID: <1382734628.16241.68.camel@umgah.localdomain>

On Fri, 2013-10-25 at 20:38 +0000, Wright, Cory (CDC/OID/NCIRD) (CTR)
wrote:
> Thanks for the tip Alex -- this is what I tried at first and there were
> no suspicious messages which made me think that somehow I have a flag
> turned off or something else.

Please keep your replies on-list.  It is quite possible you missed
something in the logs -- unless you show me them, as I asked, there is
nothing I can do to help.
 - Alex



From alexmv at bestpractical.com  Fri Oct 25 17:22:21 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Fri, 25 Oct 2013 17:22:21 -0400
Subject: [rt-users] TicketHistory slow on 4.2.0
In-Reply-To: <CAGc_vWgT0Ay-ZyjyRso6aUJwn9fie86VWr24NLfxoE=zFL1y4g@mail.gmail.com>
References: <CAGc_vWjrYeLyAiP0vU98jyykgz7fi1=HrFKUMnU4XsYZ4cOQnQ@mail.gmail.com>
	<1382545317.25935.12.camel@umgah.localdomain>
	<CAGc_vWgaBkenF+fb+ffhJuPbLe_eOs1Y0yvbE9n9zHKQNdcfnw@mail.gmail.com>
	<1382546084.25935.22.camel@umgah.localdomain>
	<CAGc_vWigzdVCUNfDf3nTo0W0-UA180Zh1DbP7CFm1Uhh+4cr3g@mail.gmail.com>
	<1382552703.25935.42.camel@umgah.localdomain>
	<CAGc_vWjtn-hdOUmw3nBMa6tzbz8sF_bxxTf-mAYfVEiH_8+8JQ@mail.gmail.com>
	<CAGc_vWidh_FF0Z+GdFkcTHduY8kFUjeoFVSZnKKP0wZmXFkB9g@mail.gmail.com>
	<1382733596.16241.65.camel@umgah.localdomain>
	<CAGc_vWgT0Ay-ZyjyRso6aUJwn9fie86VWr24NLfxoE=zFL1y4g@mail.gmail.com>
Message-ID: <1382736141.16241.83.camel@umgah.localdomain>

On Fri, 2013-10-25 at 16:56 -0400, Tod Detre wrote:
> Here are the EXPLAIN results: [snip]
>
> So it looks like the first query is using an index, but the second is
> not. I've confirmed that the ObjectCustomFieldValues table has the
> correct indexes listed in the schema.mysql. However the disabled field
> is not indexed. Should that be added?

The difficulty is that there is no index on ObjectType, ObjectId;
ObjectCustomFieldValues2 starts with the CustomField column, which is
not limited here, so it cannot be used.

Try adding the following index:

CREATE INDEX ObjectCustomFieldValues_Object
    ON ObjectCustomFieldValues(ObjectType, ObjectId, Disabled);

I additionally want to know what is generating that query.  Turning on
http://docs.bestpractical.com/RT_Config#StatementLog (on a
single-process development instance) will allow you to find which
component is generating the query, and if thus it is likely to be a call
path which others will encounter this problem with.  This will effect if
and how we fix this for others in 4.2.1
 - Alex



From dgnapier at sfu.ca  Sun Oct 27 02:31:29 2013
From: dgnapier at sfu.ca (Duncan Napier)
Date: Sat, 26 Oct 2013 23:31:29 -0700 (PDT)
Subject: [rt-users] Restrictions and limitations on use of
 ReferrerWhitelist, RestrictReferrer,
 RestrictReferrer (cross-site request forgery warning message)
In-Reply-To: <1260954169.322942404.1382732260182.JavaMail.root@jaguar7.sfu.ca>
Message-ID: <1611814188.326119690.1382855489137.JavaMail.root@jaguar7.sfu.ca>

[Sorry ... a repost. I sent this one with a generic Subject: rather than the problem-specific one) 

> Date: Tue, 22 Oct 2013 13:08:05 -0400
> From: Kevin Falcone <falcone at bestpractical.com>
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Restrictions and limitations on use of
> 	ReferrerWhitelist, RestrictReferrer, RestrictReferrer (cross-site
> 	request forgery warning message)
> Message-ID: <20131022170805.GY37001 at jibsheet.com>
> Content-Type: text/plain; charset="us-ascii"
> 
> On Mon, Oct 21, 2013 at 03:30:08PM -0700, Duncan Napier wrote:
>
> > 
> > ReferrerWhitelist [(Set(@ReferrerWhitelist, qw(*.example.com:443
> > *.example.com:80));] and Set RestrictLoginReferrer=0 do not seem to
> > work at all and all users, priviliged and unpriviliged and all
> > users
> > get the cross-site request forgery message.
> 
> 
> As for @ReferrerWhitelist, you'd have to show an actual error message
> to compare with the domains that you're whitelisting in order to know
> what's wrong.  This is the preferred solution (white list the source
> of your ticket form submissions).
> 
> -kevin

OK ... thanks for clarification. I think my problem with the Whitelist is that I have whitespace in my $Organization name. The Apache error log shows

[Fri Oct 25 20:03:48 2013] [error]: your $Organization setting (Another Company) appears to contain whitespace.  Please fix this. (/usr/local/rt/sbin/../lib/RT/Config.pm:505)
[Fri Oct 25 20:03:48 2013] [notice]: Possible CSRF: your browser did not supply a Referrer header (/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:1458)

Does Whitelist use $Organization as a reference/lookup? When I set RT up, using my domain didn't make much sense because MY domain is different from the organizational unit that I am supporting, so I put in the ACTUAL NAME of the the other organizational unit I support. I realize now that spaces in $Organization are not allowed in RT, but I have not had any problems up to now. I am prepared to change it if necessary and I have seen instructions on this list to do an $Organization search-and-replace in MySQL to preserve links. 

-- 

                                 Regards,

                                 Duncan.

-----------------------------------------------------------------------
Duncan Napier
duncan_napier at sfu.ca
http://www.sfu.ca/~dgnapier/
IT & Instrumentation Consultant
Dept of Molecular Biology and Biochemistry
Simon Fraser University

"It takes ten years to become good at being a kid. Then another ten years
to become good at not being a kid" - Larry Wall.



From wmi8 at cdc.gov  Mon Oct 28 08:58:42 2013
From: wmi8 at cdc.gov (Wright, Cory (CDC/OID/NCIRD) (CTR))
Date: Mon, 28 Oct 2013 12:58:42 +0000
Subject: [rt-users] Upgrading 4.0.8 -> 4.2.0 breaking outgoing email
In-Reply-To: <1382734628.16241.68.camel@umgah.localdomain>
References: <19AE285F8495424FA7AF79F7CCCA6B8726BC0303@EMBX-CLFT2.cdc.gov>
	<1382733140.16241.58.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC136F@EMBX-CLFT2.cdc.gov>
	<1382734628.16241.68.camel@umgah.localdomain>
Message-ID: <19AE285F8495424FA7AF79F7CCCA6B8726BC1502@EMBX-CLFT2.cdc.gov>

Thanks Alex -- what's attached is me logging in and performing one correspond in which I expect an email.  Hostnames/IPs/db names have been anonymized.

J. Cory Wright, RHCE | SRA Contractor | Mobile: 404-268-3402 | Email: nextgensupport at cdc.gov | Ticket: scicompsupport at mail.biotech.cdc.gov

-----Original Message-----
From: Alex Vandiver [mailto:alexmv at bestpractical.com] 
Sent: Friday, October 25, 2013 4:57 PM
To: Wright, Cory (CDC/OID/NCIRD) (CTR)
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Upgrading 4.0.8 -> 4.2.0 breaking outgoing email

On Fri, 2013-10-25 at 20:38 +0000, Wright, Cory (CDC/OID/NCIRD) (CTR)
wrote:
> Thanks for the tip Alex -- this is what I tried at first and there 
> were no suspicious messages which made me think that somehow I have a 
> flag turned off or something else.

Please keep your replies on-list.  It is quite possible you missed something in the logs -- unless you show me them, as I asked, there is nothing I can do to help.
 - Alex

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From tod.detre at maine.edu  Mon Oct 28 09:54:02 2013
From: tod.detre at maine.edu (Tod Detre)
Date: Mon, 28 Oct 2013 09:54:02 -0400
Subject: [rt-users] TicketHistory slow on 4.2.0
In-Reply-To: <1382736141.16241.83.camel@umgah.localdomain>
References: <CAGc_vWjrYeLyAiP0vU98jyykgz7fi1=HrFKUMnU4XsYZ4cOQnQ@mail.gmail.com>
	<1382545317.25935.12.camel@umgah.localdomain>
	<CAGc_vWgaBkenF+fb+ffhJuPbLe_eOs1Y0yvbE9n9zHKQNdcfnw@mail.gmail.com>
	<1382546084.25935.22.camel@umgah.localdomain>
	<CAGc_vWigzdVCUNfDf3nTo0W0-UA180Zh1DbP7CFm1Uhh+4cr3g@mail.gmail.com>
	<1382552703.25935.42.camel@umgah.localdomain>
	<CAGc_vWjtn-hdOUmw3nBMa6tzbz8sF_bxxTf-mAYfVEiH_8+8JQ@mail.gmail.com>
	<CAGc_vWidh_FF0Z+GdFkcTHduY8kFUjeoFVSZnKKP0wZmXFkB9g@mail.gmail.com>
	<1382733596.16241.65.camel@umgah.localdomain>
	<CAGc_vWgT0Ay-ZyjyRso6aUJwn9fie86VWr24NLfxoE=zFL1y4g@mail.gmail.com>
	<1382736141.16241.83.camel@umgah.localdomain>
Message-ID: <CAGc_vWijsp55tVW44MZn8YBd_HUHMP6c-kHV2GZsdSPeg0+Lnw@mail.gmail.com>

Adding the index did indeed fix the issue. I've pasted the line from
the SQL log below. It looks like the query is coming from
RT::Transaction. I'm not that great at perl so I'm not sure, but I
think it might be the method LoadCustomFieldByIdentifier. I do know
that the URL that starts the query is /Helpers/TicketHistory.

[29826] [Mon Oct 28 13:33:12 2013] [debug]: SQL(2.188469s): SELECT
count(main.id) FROM ObjectCustomFieldValues main  WHERE (main.Disabled
= '0') AND (main.ObjectId = '307581') AND (main.ObjectType =
'RT::Transaction') ; (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1292)

On Fri, Oct 25, 2013 at 5:22 PM, Alex Vandiver <alexmv at bestpractical.com> wrote:
> On Fri, 2013-10-25 at 16:56 -0400, Tod Detre wrote:
>> Here are the EXPLAIN results: [snip]
>>
>> So it looks like the first query is using an index, but the second is
>> not. I've confirmed that the ObjectCustomFieldValues table has the
>> correct indexes listed in the schema.mysql. However the disabled field
>> is not indexed. Should that be added?
>
> The difficulty is that there is no index on ObjectType, ObjectId;
> ObjectCustomFieldValues2 starts with the CustomField column, which is
> not limited here, so it cannot be used.
>
> Try adding the following index:
>
> CREATE INDEX ObjectCustomFieldValues_Object
>     ON ObjectCustomFieldValues(ObjectType, ObjectId, Disabled);
>
> I additionally want to know what is generating that query.  Turning on
> http://docs.bestpractical.com/RT_Config#StatementLog (on a
> single-process development instance) will allow you to find which
> component is generating the query, and if thus it is likely to be a call
> path which others will encounter this problem with.  This will effect if
> and how we fix this for others in 4.2.1
>  - Alex
>



-- 
Tod


From alexmv at bestpractical.com  Mon Oct 28 12:10:06 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Mon, 28 Oct 2013 12:10:06 -0400
Subject: [rt-users] Upgrading 4.0.8 -> 4.2.0 breaking outgoing email
In-Reply-To: <19AE285F8495424FA7AF79F7CCCA6B8726BC1502@EMBX-CLFT2.cdc.gov>
References: <19AE285F8495424FA7AF79F7CCCA6B8726BC0303@EMBX-CLFT2.cdc.gov>
	<1382733140.16241.58.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC136F@EMBX-CLFT2.cdc.gov>
	<1382734628.16241.68.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC1502@EMBX-CLFT2.cdc.gov>
Message-ID: <1382976606.6643.6.camel@umgah.localdomain>

On Mon, 2013-10-28 at 12:58 +0000, Wright, Cory (CDC/OID/NCIRD) (CTR)
wrote:
> Thanks Alex -- what's attached is me logging in and performing one
> correspond in which I expect an email.  Hostnames/IPs/db names have
> been anonymized.

Your logs are chock full of SQL statement execution errors, which should
have been difficult to miss.
  Double-check that you have the sufficient version for all of RT's
dependencies.  Specifically, what version of DBIx::SearchBuilder are you
running?  You can determine this by going to Admin ? Tools ? System
Configuration, and searching for "DBIx::SearchBuilder" in the "Loaded
perl modules" section.
 - Alex



From wmi8 at cdc.gov  Mon Oct 28 12:17:26 2013
From: wmi8 at cdc.gov (Wright, Cory (CDC/OID/NCIRD) (CTR))
Date: Mon, 28 Oct 2013 16:17:26 +0000
Subject: [rt-users] Upgrading 4.0.8 -> 4.2.0 breaking outgoing email
In-Reply-To: <1382976606.6643.6.camel@umgah.localdomain>
References: <19AE285F8495424FA7AF79F7CCCA6B8726BC0303@EMBX-CLFT2.cdc.gov>
	<1382733140.16241.58.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC136F@EMBX-CLFT2.cdc.gov>
	<1382734628.16241.68.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC1502@EMBX-CLFT2.cdc.gov>
	<1382976606.6643.6.camel@umgah.localdomain>
Message-ID: <19AE285F8495424FA7AF79F7CCCA6B8726BC1C0D@EMBX-CLFT2.cdc.gov>

DBIx::SearchBuilder 	1.65 	/usr/local/share/perl5/DBIx/SearchBuilder.pm

make testdeps indicated no problems, nor did make upgrade-database.  

J. Cory Wright, RHCE | SRA Contractor | Mobile: 404-268-3402 | Email: nextgensupport at cdc.gov | Ticket: scicompsupport at mail.biotech.cdc.gov


-----Original Message-----
From: Alex Vandiver [mailto:alexmv at bestpractical.com] 
Sent: Monday, October 28, 2013 12:10 PM
To: Wright, Cory (CDC/OID/NCIRD) (CTR)
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Upgrading 4.0.8 -> 4.2.0 breaking outgoing email

On Mon, 2013-10-28 at 12:58 +0000, Wright, Cory (CDC/OID/NCIRD) (CTR)
wrote:
> Thanks Alex -- what's attached is me logging in and performing one 
> correspond in which I expect an email.  Hostnames/IPs/db names have 
> been anonymized.

Your logs are chock full of SQL statement execution errors, which should have been difficult to miss.
  Double-check that you have the sufficient version for all of RT's dependencies.  Specifically, what version of DBIx::SearchBuilder are you running?  You can determine this by going to Admin ? Tools ? System Configuration, and searching for "DBIx::SearchBuilder" in the "Loaded perl modules" section.
 - Alex


From falcone at bestpractical.com  Mon Oct 28 12:20:42 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 28 Oct 2013 12:20:42 -0400
Subject: [rt-users] Restrictions and limitations on use of
 ReferrerWhitelist, RestrictReferrer,
 RestrictReferrer (cross-site request forgery warning message)
In-Reply-To: <1611814188.326119690.1382855489137.JavaMail.root@jaguar7.sfu.ca>
References: <1260954169.322942404.1382732260182.JavaMail.root@jaguar7.sfu.ca>
	<1611814188.326119690.1382855489137.JavaMail.root@jaguar7.sfu.ca>
Message-ID: <20131028162042.GA1829@jibsheet.com>

On Sat, Oct 26, 2013 at 11:31:29PM -0700, Duncan Napier wrote:
> > As for @ReferrerWhitelist, you'd have to show an actual error message
> > to compare with the domains that you're whitelisting in order to know
> > what's wrong.  This is the preferred solution (white list the source
> > of your ticket form submissions).
> > 
> > -kevin
> 
> OK ... thanks for clarification. I think my problem with the Whitelist is that I have whitespace in my $Organization name. The Apache error log shows
> 
> [Fri Oct 25 20:03:48 2013] [error]: your $Organization setting (Another Company) appears to contain whitespace.  Please fix this. (/usr/local/rt/sbin/../lib/RT/Config.pm:505)
> [Fri Oct 25 20:03:48 2013] [notice]: Possible CSRF: your browser did not supply a Referrer header (/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:1458)
> 
> Does Whitelist use $Organization as a reference/lookup? When I set RT
> up, using my domain didn't make much sense because MY domain is
> different from the organizational unit that I am supporting, so I put
> in the ACTUAL NAME of the the other organizational unit I support. I
> realize now that spaces in $Organization are not allowed in RT, but I
> have not had any problems up to now. I am prepared to change it if
> necessary and I have seen instructions on this list to do an
> $Organization search-and-replace in MySQL to preserve links.

While this is an error, and will cause you problems in Linking and if
you ever use Articles, it is unrelated to your CSRF problem.

I actually meant the error message printed in the browser for the end
user.  Normally when linking from an external form, it will say
'invalid referred' for the host of the external form.  However, if
you're getting no Referrer, why is that?

-kevin
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From darin at darins.net  Mon Oct 28 16:05:10 2013
From: darin at darins.net (Darin Perusich)
Date: Mon, 28 Oct 2013 16:05:10 -0400
Subject: [rt-users] including files in RT_SiteConfig.pm
Message-ID: <CADaviKvFUujmpq3jwNWXpuZbZxNPCd9kXtjMTgFzcDEKwwimDA@mail.gmail.com>

Hello All,

Is it possible to include other files which contain config options in
RT_SiteConfig.pm? Was hoping something like this is possible, like how
you'd use Include in apache configs, to make it more readable.

Thanks!

--
Later,
Darin


From bbaker at copesan.com  Mon Oct 28 17:19:40 2013
From: bbaker at copesan.com (Bryon Baker)
Date: Mon, 28 Oct 2013 21:19:40 +0000
Subject: [rt-users] RT4.2 with fast CGI
Message-ID: <7d27afcab7964ef5ab7393d5b2248161@DM2PR05MB430.namprd05.prod.outlook.com>

I cannot seem to get RT4.2 to run with FastCGI  I am install the on the same server that I am running RT 4.0.13 so I know fastcgi is enabled for apache.

RT4.2 run with fine with the following command

/opt/rt4/sbin/rt-server -port 8080

With the following file in the vhosts.d directory
rtnew.conf

Alias /rtnew /opt/rt4/share/html
ScriptAlias / /opt/rt4/sbin/

<Directory "/opt/rt4/sbin/">
    Order allow,deny
    Allow from all
</Directory>

<Directory "/opt/rt4/share/html">
    Order allow,deny
    Allow from all
    Options +ExecCGI
    AddHandler fcgid-script fcgi
</Directory>

I get "You're almost there!" Saying fastcgi or mod_perl needs to be enabled.

I add to the above file

FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300

And apache errors with

Invalid command 'FastCgiServer', perhaps misspelled or defined by a module not included in the server configuration

I have this install on SuSE Linux 12.3


Thanks for the help.

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 bwiese at ElementPS.com  Mon Oct 28 20:14:58 2013
From: bwiese at ElementPS.com (Brent Wiese)
Date: Tue, 29 Oct 2013 00:14:58 +0000
Subject: [rt-users] rt-crontool send email to watchers but not log event
Message-ID: <910CDE054EF7D24DBCA89A2EF88A404E64BAB561@phxmain-exmbx11>

I'm trying to do something similar to the Reminders notification via rt-crontool:

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

But instead of notifying an owner of their reminder, I want to notify the queue watchers (and owner, but that's less important) when a ticket hasn't been touched in some time period.

The problem is, I can't figure out how to make it notify the watchers using the above example.

The alternative method I found was to log a comment, but if I do that, that updates the ticket LastUpdated, which is what I'm searching against, which resets the clock.

A much more complicated setup could/would be achieved using the SLA extension, which is where I may end up having to go, but was hoping to knock this out quickly.

Thanks,
Brent



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From andrius.kulbis at gmail.com  Tue Oct 29 04:04:36 2013
From: andrius.kulbis at gmail.com (andkulb)
Date: Tue, 29 Oct 2013 01:04:36 -0700 (PDT)
Subject: [rt-users] Get Queue CustomField value
Message-ID: <1383033876632-55642.post@n7.nabble.com>

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.



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Get-Queue-CustomField-value-tp55642.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From andrius.kulbis at gmail.com  Tue Oct 29 09:20:46 2013
From: andrius.kulbis at gmail.com (andkulb)
Date: Tue, 29 Oct 2013 06:20:46 -0700 (PDT)
Subject: [rt-users] Update all tickets of queue
Message-ID: <1383052846426-55643.post@n7.nabble.com>

Hello,

Is it posible with the help of scrip to do such thing:

My Queue has a custom field and when you create a ticket in that queue, the
ticket custom field is set by the value of queue custom field value. 

How can I change all queue tickets custom field value on Queue custom field
value change?



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Update-all-tickets-of-queue-tp55643.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From kenn.crocker at gmail.com  Tue Oct 29 11:24:02 2013
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Tue, 29 Oct 2013 08:24:02 -0700
Subject: [rt-users] Update all tickets of queue
Message-ID: <45289071912343492@unknownmsgid>

Have you tried bulk update?

Kenn

Sent from my Windows Phone From: andkulb
Sent: 10/29/2013 6:21 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Update all tickets of queue
Hello,

Is it posible with the help of scrip to do such thing:

My Queue has a custom field and when you create a ticket in that queue, the
ticket custom field is set by the value of queue custom field value.

How can I change all queue tickets custom field value on Queue custom field
value change?



--
View this message in context:
http://requesttracker.8502.n7.nabble.com/Update-all-tickets-of-queue-tp55643.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From lenjaffe at jaffesystems.com  Tue Oct 29 16:33:58 2013
From: lenjaffe at jaffesystems.com (Len Jaffe)
Date: Tue, 29 Oct 2013 16:33:58 -0400
Subject: [rt-users] canonicalizing URI fsck.com?
Message-ID: <CAO_bo77nm0naQAY7PEf2MMS=Sh54Hx=mOfGyE8vOtbOhTg4z+g@mail.gmail.com>

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?
Can I get rid of the references to fsck.com? Can I get rid of the messages
about canonicalizing the URI altogether?

Thanks,
Len.
-- 
lenjaffe at jaffesystems.com   614-404-4214    @lenjaffe
Software Engineer, Founder Volunteerable <http://www.volunteerable..com/>,
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 dgnapier at sfu.ca  Tue Oct 29 16:43:22 2013
From: dgnapier at sfu.ca (Duncan Napier)
Date: Tue, 29 Oct 2013 13:43:22 -0700 (PDT)
Subject: [rt-users] Restrictions and limitations on use of
 ReferrerWhitelist, RestrictReferrer,
 RestrictReferrer (cross-site request forgery warning message)
In-Reply-To: <mailman.5.1383062402.23555.rt-users@lists.bestpractical.com>
Message-ID: <662695860.332412605.1383079402027.JavaMail.root@jaguar7.sfu.ca>

Hi .. . 

> Date: Mon, 28 Oct 2013 12:20:42 -0400
> From: Kevin Falcone <falcone at bestpractical.com>
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Restrictions and limitations on use of
> 	ReferrerWhitelist, RestrictReferrer, RestrictReferrer (cross-site
> 	request forgery warning message)
> Message-ID: <20131028162042.GA1829 at jibsheet.com>
> Content-Type: text/plain; charset="us-ascii"
> 
> On Sat, Oct 26, 2013 at 11:31:29PM -0700, Duncan Napier wrote:
> > > As for @ReferrerWhitelist, you'd have to show an actual error
> > > message
> > > to compare with the domains that you're whitelisting in order to
> > > know
> > > what's wrong.  This is the preferred solution (white list the
> > > source
> > > of your ticket form submissions).
> > > 
> > > -kevin
> > 
> > OK ... thanks for clarification. I think my problem with the
> > Whitelist is that I have whitespace in my $Organization name. The
> > Apache error log shows
> > 
> > [Fri Oct 25 20:03:48 2013] [error]: your $Organization setting
> > (Another Company) appears to contain whitespace.  Please fix this.
> > (/usr/local/rt/sbin/../lib/RT/Config.pm:505)
> > [Fri Oct 25 20:03:48 2013] [notice]: Possible CSRF: your browser
> > did not supply a Referrer header
> > (/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:1458)
> > 
> > Does Whitelist use $Organization as a reference/lookup? When I set
> > RT
> > up, using my domain didn't make much sense because MY domain is
> > different from the organizational unit that I am supporting, so I
> > put
> > in the ACTUAL NAME of the the other organizational unit I support.
> > I
> > realize now that spaces in $Organization are not allowed in RT, but
> > I
> > have not had any problems up to now. I am prepared to change it if
> > necessary and I have seen instructions on this list to do an
> > $Organization search-and-replace in MySQL to preserve links.
> 
> While this is an error, and will cause you problems in Linking and if
> you ever use Articles, it is unrelated to your CSRF problem.
> 
> I actually meant the error message printed in the browser for the end
> user.  Normally when linking from an external form, it will say
> 'invalid referred' for the host of the external form.  However, if
> you're getting no Referrer, why is that?
> 
> -kevin

The error in the browser is 

"RT has detected a possible cross-site request forgery for this request, because your browser did not supply a Referrer header. A malicious attacker may be trying to create a ticket on your behalf. If you did not initiate this request, then you should alert your security team.

If you really intended to visit /Ticket/Create.html and create a ticket, then click <here to resume your request>."

Clicking on the link <here to resume your request> sends the user to the ticket creation page. 

I have done some research and apparently referrer headers are turned on and off in the browser. There are options to enable/diable referer headers in various browsers, but that doesn't make much sense from an organizational standpoint to ask hundreds of users to configure their browser settings. So I have no idea how whitelisting gets around this issue. 

Anyway, I have figured out how to do what I need (namely to allow non-privileged users to create a SelfService ticket) with 

Set($RestrictReferrer, '0')

and simply changing the direct link I was using

http://server-alias1.example.com/Ticket/Create.html?Queue=12&Subject=Computer%20Setup%20Request... 

to

http://support1.mbb.sfu.ca/SelfService/Create.html?Queue=12&Subject=Computer%20Setup%20Request... 

Thanks for all you help!

                                          Duncan. 


From tlahti at dmsolutions.com  Tue Oct 29 16:43:11 2013
From: tlahti at dmsolutions.com (Tom Lahti)
Date: Tue, 29 Oct 2013 20:43:11 +0000
Subject: [rt-users] Upgraded 3.8.8 -> 4.2.0, IE issues
Message-ID: <3E03948D0E9C1A41A3D435B6D0570F97BBA694@AUSP01DAG0301.collaborationhost.net>

I just upgraded from 3.8.8 to 4.2.0, and we're having some difficulty
with Internet Explorer.

It seems it is unable to submit forms except for the Jumbo form.
There's no errors, it just redisplays the page.   This is manifesting in
a number of forms including the actions "comment" and "reply", when
trying to save user preferences, when clicking "Add these terms and
Search" in the search builder, and so forth.  The only thing that works
for commenting and replying is to use the Jumbo form, which is far from
ideal.

I've tried a number of things like turning off the CKeditor, disabling
extensions, changing Internet Explorer options and settings, and I
haven't come across the magic yet.  Has anyone else experienced this and
knows what the issue is?  Googling has not been fortuitous, either.

--
Tom Lahti
toml at dmsolutions.com



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 wmi8 at cdc.gov  Tue Oct 29 16:54:33 2013
From: wmi8 at cdc.gov (Wright, Cory (CDC/OID/NCIRD) (CTR))
Date: Tue, 29 Oct 2013 20:54:33 +0000
Subject: [rt-users] Upgraded 3.8.8 -> 4.2.0, IE issues
In-Reply-To: <3E03948D0E9C1A41A3D435B6D0570F97BBA694@AUSP01DAG0301.collaborationhost.net>
References: <3E03948D0E9C1A41A3D435B6D0570F97BBA694@AUSP01DAG0301.collaborationhost.net>
Message-ID: <19AE285F8495424FA7AF79F7CCCA6B8726BC3790@EMBX-CLFT2.cdc.gov>

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.

- Cory

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tom Lahti
Sent: Tuesday, October 29, 2013 4:43 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Upgraded 3.8.8 -> 4.2.0, IE issues

I just upgraded from 3.8.8 to 4.2.0, and we're having some difficulty with Internet Explorer.

It seems it is unable to submit forms except for the Jumbo form.
There's no errors, it just redisplays the page.   This is manifesting in
a number of forms including the actions "comment" and "reply", when trying to save user preferences, when clicking "Add these terms and Search" in the search builder, and so forth.  The only thing that works for commenting and replying is to use the Jumbo form, which is far from ideal.

I've tried a number of things like turning off the CKeditor, disabling extensions, changing Internet Explorer options and settings, and I haven't come across the magic yet.  Has anyone else experienced this and knows what the issue is?  Googling has not been fortuitous, either.

--
Tom Lahti
toml at dmsolutions.com



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 tbsweet at cbecompanies.com  Tue Oct 29 16:58:51 2013
From: tbsweet at cbecompanies.com (Tyler Sweet)
Date: Tue, 29 Oct 2013 15:58:51 -0500
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: <526FDB3B0200002C0002BC7B@Iris.cbe.com>

I was sent a patch for this at one point, and was told the fix is coming in 4.2.1. 

IIRC, the problem is in /opt/rt4/share/static/js/forms.js (or where ever you  have RT installed at). I can't remember which line needs to change, but here's what mine looks like:

jQuery(function() {
  jQuery('form').submit(function() {
    jQuery(this).find('input[type="submit"]').attr('disabled','disabled');
    return true;
  })
  jQuery('input[type="submit"]').click(function() {
    var $this = jQuery(this);
    var name = $this.attr('name');
    if (!name) { return true; }
    $this.after( jQuery('<input/>', {type: "hidden", name: name, value: $this.val()} ) );
    return true;
  })
});


-Tyler Sweet

>>> On 10/29/2013 at 3:54 PM, in message
<19AE285F8495424FA7AF79F7CCCA6B8726BC3790 at EMBX-CLFT2.cdc.gov>, "Wright, Cory
(CDC/OID/NCIRD) (CTR)" <wmi8 at cdc.gov> 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.
> 
> - Cory
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tom Lahti
> Sent: Tuesday, October 29, 2013 4:43 PM
> To: rt-users at lists.bestpractical.com 
> Subject: [rt-users] Upgraded 3.8.8 -> 4.2.0, IE issues
> 
> I just upgraded from 3.8.8 to 4.2.0, and we're having some difficulty with 
> Internet Explorer.
> 
> It seems it is unable to submit forms except for the Jumbo form.
> There's no errors, it just redisplays the page.   This is manifesting in
> a number of forms including the actions "comment" and "reply", when trying 
> to save user preferences, when clicking "Add these terms and Search" in the 
> search builder, and so forth.  The only thing that works for commenting and 
> replying is to use the Jumbo form, which is far from ideal.
> 
> I've tried a number of things like turning off the CKeditor, disabling 
> extensions, changing Internet Explorer options and settings, and I haven't 
> come across the magic yet.  Has anyone else experienced this and knows what 
> the issue is?  Googling has not been fortuitous, either.
> 
> --
> Tom Lahti
> toml at dmsolutions.com 
> 
> 
> 
> 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.
-------------- next part --------------
THIS MESSAGE AND ACCOMPANYING DOCUMENTS ARE COVERED BY THE ELECTRONIC COMMUNICATIONS PRIVACY ACT, 18 U.S.C. ?? 2510-2521, AS AMENDED, AND CONTAINS INFORMATION INTENDED FOR THE SPECIFIED INDIVIDUAL(S) ONLY. THIS INFORMATION IS CONFIDENTIAL. IF YOU ARE NOT THE INTENDED RECIPIENT OR AN AGENT RESPONSIBLE FOR DELIVERING IT TO THE INTENDED RECIPIENT, YOU ARE HEREBY NOTIFIED THAT YOU HAVE RECEIVED THIS DOCUMENT IN ERROR AND THAT ANY REVIEW, DISSEMINATION, COPYING, OR THE TAKING OF ANY ACTION BASED ON THE CONTENTS OF THIS INFORMATION IS STRICTLY PROHIBITED. IF YOU HAVE RECEIVED THIS COMMUNICATION IN ERROR, PLEASE NOTIFY US IMMEDIATELY BY E-MAIL, AND DELETE THE ORIGINAL MESSAGE. IN AN EFFORT TO PROTECT PRIVATE CONSUMER INFORMATION AND TO MAINTAIN STRICT COMPLIANCE WITH THE HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT (HIPAA), P.L.104-191, AS AMENDED AND THE GRAMM-LEACH-BLILEY ACT (GLBA), P.L.106-102, CBE COMPANIES, INC., AND ALL OF ITS SUBSIDIARIES AND AFFILIATES, DOES NOT SEND AND ENCOURAGES OTHERS NOT TO SEND NONPUBLIC PERSONAL INFORMATION (NPI) OR PERSONAL HEALTH INFORMATION (PHI) VIA UNSECURED E-MAIL.


From tbsweet at cbecompanies.com  Tue Oct 29 17:02:01 2013
From: tbsweet at cbecompanies.com (Tyler Sweet)
Date: Tue, 29 Oct 2013 16:02:01 -0500
Subject: [rt-users] Upgraded 3.8.8 -> 4.2.0, IE issues
In-Reply-To: <526FDB3B0200002C0002BC7B@Iris.cbe.com>
References: <3E03948D0E9C1A41A3D435B6D0570F97BBA694@AUSP01DAG0301.collaborationhost.net>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC3790@EMBX-CLFT2.cdc.gov>
	<526FDB3B0200002C0002BC7B@Iris.cbe.com>
Message-ID: <526FDBF90200002C0002BC83@Iris.cbe.com>

Ah, sorry for the double-post. I found the message here:
http://lists.bestpractical.com/pipermail/rt-users/2013-October/081725.html


>>> On 10/29/2013 at 3:58 PM, in message <526FDB3B0200002C0002BC7B at Iris.cbe.com>,
"Tyler Sweet" <tbsweet at cbecompanies.com> wrote:
> I was sent a patch for this at one point, and was told the fix is coming in 
> 4.2.1. 
> 
> IIRC, the problem is in /opt/rt4/share/static/js/forms.js (or where ever you 
>  have RT installed at). I can't remember which line needs to change, but 
> here's what mine looks like:
> 
> jQuery(function() {
>   jQuery('form').submit(function() {
>     jQuery(this).find('input[type="submit"]').attr('disabled','disabled');
>     return true;
>   })
>   jQuery('input[type="submit"]').click(function() {
>     var $this = jQuery(this);
>     var name = $this.attr('name');
>     if (!name) { return true; }
>     $this.after( jQuery('<input/>', {type: "hidden", name: name, value: 
> $this.val()} ) );
>     return true;
>   })
> });
> 
> 
> -Tyler Sweet
> 
>>>> On 10/29/2013 at 3:54 PM, in message
> <19AE285F8495424FA7AF79F7CCCA6B8726BC3790 at EMBX-CLFT2.cdc.gov>, "Wright, Cory
> (CDC/OID/NCIRD) (CTR)" <wmi8 at cdc.gov> 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.
>> 
>> - Cory
>> 
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com 
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tom Lahti
>> Sent: Tuesday, October 29, 2013 4:43 PM
>> To: rt-users at lists.bestpractical.com 
>> Subject: [rt-users] Upgraded 3.8.8 -> 4.2.0, IE issues
>> 
>> I just upgraded from 3.8.8 to 4.2.0, and we're having some difficulty with 
>> Internet Explorer.
>> 
>> It seems it is unable to submit forms except for the Jumbo form.
>> There's no errors, it just redisplays the page.   This is manifesting in
>> a number of forms including the actions "comment" and "reply", when trying 
>> to save user preferences, when clicking "Add these terms and Search" in the 
>> search builder, and so forth.  The only thing that works for commenting and 
>> replying is to use the Jumbo form, which is far from ideal.
>> 
>> I've tried a number of things like turning off the CKeditor, disabling 
>> extensions, changing Internet Explorer options and settings, and I haven't 
>> come across the magic yet.  Has anyone else experienced this and knows what 
>> the issue is?  Googling has not been fortuitous, either.
>> 
>> --
>> Tom Lahti
>> toml at dmsolutions.com 
>> 
>> 
>> 
>> 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.
-------------- next part --------------
THIS MESSAGE AND ACCOMPANYING DOCUMENTS ARE COVERED BY THE ELECTRONIC COMMUNICATIONS PRIVACY ACT, 18 U.S.C. ?? 2510-2521, AS AMENDED, AND CONTAINS INFORMATION INTENDED FOR THE SPECIFIED INDIVIDUAL(S) ONLY. THIS INFORMATION IS CONFIDENTIAL. IF YOU ARE NOT THE INTENDED RECIPIENT OR AN AGENT RESPONSIBLE FOR DELIVERING IT TO THE INTENDED RECIPIENT, YOU ARE HEREBY NOTIFIED THAT YOU HAVE RECEIVED THIS DOCUMENT IN ERROR AND THAT ANY REVIEW, DISSEMINATION, COPYING, OR THE TAKING OF ANY ACTION BASED ON THE CONTENTS OF THIS INFORMATION IS STRICTLY PROHIBITED. IF YOU HAVE RECEIVED THIS COMMUNICATION IN ERROR, PLEASE NOTIFY US IMMEDIATELY BY E-MAIL, AND DELETE THE ORIGINAL MESSAGE. IN AN EFFORT TO PROTECT PRIVATE CONSUMER INFORMATION AND TO MAINTAIN STRICT COMPLIANCE WITH THE HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT (HIPAA), P.L.104-191, AS AMENDED AND THE GRAMM-LEACH-BLILEY ACT (GLBA), P.L.106-102, CBE COMPANIES, INC., AND ALL OF ITS SUBSIDIARIES AND AFFILIATES, DOES NOT SEND AND ENCOURAGES OTHERS NOT TO SEND NONPUBLIC PERSONAL INFORMATION (NPI) OR PERSONAL HEALTH INFORMATION (PHI) VIA UNSECURED E-MAIL.


From tlahti at dmsolutions.com  Tue Oct 29 17:05:05 2013
From: tlahti at dmsolutions.com (Tom Lahti)
Date: Tue, 29 Oct 2013 21:05:05 +0000
Subject: [rt-users] Upgraded 3.8.8 -> 4.2.0, IE issues
References: <3E03948D0E9C1A41A3D435B6D0570F97BBA694@AUSP01DAG0301.collaborationhost.net>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC3790@EMBX-CLFT2.cdc.gov>
	<526FDB3B0200002C0002BC7B@Iris.cbe.com>
Message-ID: <3E03948D0E9C1A41A3D435B6D0570F97BBA782@AUSP01DAG0301.collaborationhost.net>

On 10/29/2013 1:58 PM, Tyler Sweet wrote:
> I was sent a patch for this at one point, and was told the fix is coming in 4.2.1.
>
> IIRC, the problem is in /opt/rt4/share/static/js/forms.js (or where ever you  have RT installed at). I can't remember which line needs to change, but here's what mine looks like:
>
> jQuery(function() {
>   jQuery('form').submit(function() {
>     jQuery(this).find('input[type="submit"]').attr('disabled','disabled');
>     return true;
>   })
>   jQuery('input[type="submit"]').click(function() {
>     var $this = jQuery(this);
>     var name = $this.attr('name');
>     if (!name) { return true; }
>     $this.after( jQuery('<input/>', {type: "hidden", name: name, value: $this.val()} ) );
>     return true;
>   })
> });
>
>
> -Tyler Sweet

Yes, that does indeed fix the issue for us.  For the record, its just
changing "$this.append" to "$this.after".

--
Tom




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 wmi8 at cdc.gov  Tue Oct 29 17:32:20 2013
From: wmi8 at cdc.gov (Wright, Cory (CDC/OID/NCIRD) (CTR))
Date: Tue, 29 Oct 2013 21:32:20 +0000
Subject: [rt-users] Upgrading 4.0.8 -> 4.2.0 breaking outgoing email
In-Reply-To: <19AE285F8495424FA7AF79F7CCCA6B8726BC1C0D@EMBX-CLFT2.cdc.gov>
References: <19AE285F8495424FA7AF79F7CCCA6B8726BC0303@EMBX-CLFT2.cdc.gov>
	<1382733140.16241.58.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC136F@EMBX-CLFT2.cdc.gov>
	<1382734628.16241.68.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC1502@EMBX-CLFT2.cdc.gov>
	<1382976606.6643.6.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC1C0D@EMBX-CLFT2.cdc.gov>
Message-ID: <19AE285F8495424FA7AF79F7CCCA6B8726BC3812@EMBX-CLFT2.cdc.gov>

After some further troubleshooting I have determined that email from the upgraded 4.2.0 instance is in fact working (testing with dashboard subs), but that no scrips execute.  The bulk of errors in my debug log are:
[6973] [Tue Oct 29 21:24:15 2013] [warning]: DBD::mysql::st execute failed: 'rt_helpdesk_420.main.Name' isn't in GROUP BY at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 589. (/usr/local/share/perl5/
DBIx/SearchBuilder/Handle.pm:589)
[6973] [Tue Oct 29 21:24:15 2013] [warning]: RT::Handle=HASH(0x7fd5eea7f588) couldn't execute the query 'SELECT main.* FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1  ON ( ObjectCustomFields
_1.CustomField = main.id )  WHERE (ObjectCustomFields_1.ObjectId = '1' OR ObjectCustomFields_1.ObjectId = '0') AND (main.Disabled = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket') AND (main.id = '0')  GROUP
BY main.id  ORDER BY MIN(ObjectCustomFields_1.SortOrder) ASC ' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 602.

I am unable to determine the impact of these warnings or if they are the culprit.  Full log can also be seen in previous communication.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Wright, Cory (CDC/OID/NCIRD) (CTR)
Sent: Monday, October 28, 2013 12:17 PM
To: 'Alex Vandiver'
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Upgrading 4.0.8 -> 4.2.0 breaking outgoing email

DBIx::SearchBuilder     1.65    /usr/local/share/perl5/DBIx/SearchBuilder.pm

make testdeps indicated no problems, nor did make upgrade-database.

J. Cory Wright, RHCE | SRA Contractor | Mobile: 404-268-3402 | Email: nextgensupport at cdc.gov<mailto:nextgensupport at cdc.gov> | Ticket: scicompsupport at mail.biotech.cdc.gov<mailto:scicompsupport at mail.biotech.cdc.gov>


-----Original Message-----
From: Alex Vandiver [mailto:alexmv at bestpractical.com]
Sent: Monday, October 28, 2013 12:10 PM
To: Wright, Cory (CDC/OID/NCIRD) (CTR)
Cc: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: RE: [rt-users] Upgrading 4.0.8 -> 4.2.0 breaking outgoing email

On Mon, 2013-10-28 at 12:58 +0000, Wright, Cory (CDC/OID/NCIRD) (CTR)
wrote:
> Thanks Alex -- what's attached is me logging in and performing one
> correspond in which I expect an email.  Hostnames/IPs/db names have
> been anonymized.

Your logs are chock full of SQL statement execution errors, which should have been difficult to miss.
  Double-check that you have the sufficient version for all of RT's dependencies.  Specifically, what version of DBIx::SearchBuilder are you running?  You can determine this by going to Admin ? Tools ? System Configuration, and searching for "DBIx::SearchBuilder" in the "Loaded perl modules" section.
 - Alex


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From thatcher.rea at bywatersolutions.com  Wed Oct 30 02:30:50 2013
From: thatcher.rea at bywatersolutions.com (Thatcher Rea)
Date: Wed, 30 Oct 2013 19:30:50 +1300
Subject: [rt-users] 4.0.7 - > 4.2.0 Internal Error
Message-ID: <CANcvjKxUshAzgcFv-4RQ2METwhwWKQ8ZNFTreQK2Gg3C57K7mQ@mail.gmail.com>

Following the upgrade:

An internal RT error has occurred. Your administrator can find more details
in RT's log files.

In Apache's error.log

[9296] [Wed Oct 30 06:29:50 2013] [error]: Can't locate object method "Id"
via package "My Tickets" (perhaps you forgot to load "My Tickets"?) at
/opt/rt4/local/html/Elements/Tabs line 479.

Stack:
  [/opt/rt4/local/html/Elements/Tabs:479]
  [/opt/rt4/share/html/index.html:76]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]
  [/opt/rt4/share/html/autohandler:53]
(/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211)




-- 
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 thatcher.rea at bywatersolutions.com  Wed Oct 30 03:23:24 2013
From: thatcher.rea at bywatersolutions.com (Thatcher Rea)
Date: Wed, 30 Oct 2013 20:23:24 +1300
Subject: [rt-users] 4.0.7 - > 4.2.0 Internal Error
In-Reply-To: <CANcvjKxUshAzgcFv-4RQ2METwhwWKQ8ZNFTreQK2Gg3C57K7mQ@mail.gmail.com>
References: <CANcvjKxUshAzgcFv-4RQ2METwhwWKQ8ZNFTreQK2Gg3C57K7mQ@mail.gmail.com>
Message-ID: <CANcvjKw_JZ-1YEixi+Tf7=UQzDZiLK9njz4_ixS3N=fnZVTTsQ@mail.gmail.com>

And disregard. Changes were made a while back to
/opt/rt4/local/html/Elements/Header that were forgotten about. It's fixed.


:T


On Wed, Oct 30, 2013 at 7:30 PM, Thatcher Rea <
thatcher.rea at bywatersolutions.com> wrote:

> Following the upgrade:
>
> An internal RT error has occurred. Your administrator can find more
> details in RT's log files.
>
> In Apache's error.log
>
> [9296] [Wed Oct 30 06:29:50 2013] [error]: Can't locate object method "Id"
> via package "My Tickets" (perhaps you forgot to load "My Tickets"?) at
> /opt/rt4/local/html/Elements/Tabs line 479.
>
> Stack:
>   [/opt/rt4/local/html/Elements/Tabs:479]
>   [/opt/rt4/share/html/index.html:76]
>   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]
>   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]
>   [/opt/rt4/share/html/autohandler:53]
> (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211)
>
>
>
>
> --
> 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/>*
>



-- 
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 michael.obrien at globoforce.com  Wed Oct 30 06:42:52 2013
From: michael.obrien at globoforce.com (globo)
Date: Wed, 30 Oct 2013 03:42:52 -0700 (PDT)
Subject: [rt-users] Check which queue owns a ticket
Message-ID: <1383129772406-55657.post@n7.nabble.com>

Hi, 

I have a number of queues that are used by different departments. When I
assign a ticket over to a department I can't view the ticket anymore , which
is fine.  But if I search the ticket after I assign it over to a department
I cant find out which queue owns it. I would like a way to check which queue
owns the ticket when I search. 

Does anyone know if it is possible to create a custom field to allow me to
check which queue owns a ticket ? Or is there a permission to allow this ?  







--
View this message in context: http://requesttracker.8502.n7.nabble.com/Check-which-queue-owns-a-ticket-tp55657.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From Dave.Close at us.thalesgroup.com  Wed Oct 30 12:37:24 2013
From: Dave.Close at us.thalesgroup.com (CLOSE Dave)
Date: Wed, 30 Oct 2013 09:37:24 -0700
Subject: [rt-users] [rt-devel] RT pages without links
In-Reply-To: <526EB8EF.9090303@us.thalesgroup.com>
References: <526EB8EF.9090303@us.thalesgroup.com>
Message-ID: <527135C4.50400@us.thalesgroup.com>

I wrote:

> I recently moved our copy of RT 3.8.7 from Fedora 8 to Fedora 19. I
> would have preferred to concurrently upgrade to the latest RT but
> had some problems converting the data base. So in the interest of
> time, I took the simpler approach of just copying the entire
> installation.
>
> It works, mostly. In fact, the only problem I see is that ticket
> lists on the dashboards are not links. Comparing the old and new
> installations (both are running though DNS leads users to the new
> one), I see almost exactly the same page layout and content. There
> are two obvious differences.
>
> 1. Font selections are different. This is not critical and the new
> fonts are usable. It's clearly an Apache difference.
>
> 2. On the default home page, the tickets listed under "highest
> priority" and "newest unowned" are not active links. Comparing the
> page source for old and new installations, it is obvious that the
> href tags are simply not present on the new output. Other items, like
> the queue summary, do have working links as they did before.
>
> Digging through the source code, I quickly got lost. I can see where
> the collection-as-table class is specified but not where the
> associated variables are added. It seems likely to me that something
> in F19 is confusing RT but thus far I haven't found what. If I could
> see where the variable information was added to the output, I suspect
> I'd see some kind of test that is now getting a different answer and
> that that test would lead me to the solution.
>
> So, if anyone can tell me the cause of my problem right away, that
> would be much appreciated. But, if not, then a clue on where to look
> in the source code might help almost as much.

I'm surprised and disappointed that no one seems able to help with this
issue. Did I omit something important when describing the problem?
-- 
Dave Close

From bparish at cognex.com  Wed Oct 30 13:03:02 2013
From: bparish at cognex.com (Parish, Brent)
Date: Wed, 30 Oct 2013 13:03:02 -0400
Subject: [rt-users] [rt-devel] RT pages without links
In-Reply-To: <527135C4.50400@us.thalesgroup.com>
References: <526EB8EF.9090303@us.thalesgroup.com>
	<527135C4.50400@us.thalesgroup.com>
Message-ID: <6265B2EB12D194469B958F2E703D81830DE1F57229@viper.pc.cognex.com>

Hi Dave

Not sure how many users are still in 3.8.x, let alone on Fedora, let alone went through a Fedora upgrade, let alone copied the installation over.  In other words, you might be targeting a very small audience.  Just a guess.

I'm personally on Ubuntu and RT 4.2.0, but I'll take a stab anyway.

I wondered about your approach of "just copying the entire installation" -- Does that mean you moved a tar copy of the RT directory tree over (and did a database dump and restore to the new F19 box)?

At the very least, I'd recommend downloading RT source and running the config and make testdeps to ensure you have all the proper Perl modules installed.

Typically I install from scratch on the new box so I can be sure everything is built properly (e.g. missing dependencies, perhaps something is in a different place now, etc), and then copy over the RT_SiteConfig.pm and any customized code. 

On another note: I think in general it's frowned upon to post to both the development and user lists.

- Brent


-----Original Message-----
From: rt-devel-bounces at lists.bestpractical.com [mailto:rt-devel-bounces at lists.bestpractical.com] On Behalf Of CLOSE Dave
Sent: Wednesday, October 30, 2013 12:37 PM
To: rt-devel at lists.bestpractical.com; rt-users at lists.bestpractical.com
Subject: Re: [rt-devel] RT pages without links

I wrote:

> I recently moved our copy of RT 3.8.7 from Fedora 8 to Fedora 19. I 
> would have preferred to concurrently upgrade to the latest RT but had 
> some problems converting the data base. So in the interest of time, I 
> took the simpler approach of just copying the entire installation.
>
> It works, mostly. In fact, the only problem I see is that ticket lists 
> on the dashboards are not links. Comparing the old and new 
> installations (both are running though DNS leads users to the new 
> one), I see almost exactly the same page layout and content. There are 
> two obvious differences.
>
> 1. Font selections are different. This is not critical and the new 
> fonts are usable. It's clearly an Apache difference.
>
> 2. On the default home page, the tickets listed under "highest 
> priority" and "newest unowned" are not active links. Comparing the 
> page source for old and new installations, it is obvious that the href 
> tags are simply not present on the new output. Other items, like the 
> queue summary, do have working links as they did before.
>
> Digging through the source code, I quickly got lost. I can see where 
> the collection-as-table class is specified but not where the 
> associated variables are added. It seems likely to me that something 
> in F19 is confusing RT but thus far I haven't found what. If I could 
> see where the variable information was added to the output, I suspect 
> I'd see some kind of test that is now getting a different answer and 
> that that test would lead me to the solution.
>
> So, if anyone can tell me the cause of my problem right away, that 
> would be much appreciated. But, if not, then a clue on where to look 
> in the source code might help almost as much.

I'm surprised and disappointed that no one seems able to help with this issue. Did I omit something important when describing the problem?
--
Dave Close


From ram0502 at gmail.com  Wed Oct 30 13:52:09 2013
From: ram0502 at gmail.com (Ram)
Date: Wed, 30 Oct 2013 10:52:09 -0700
Subject: [rt-users] Large attachments via auto-link
Message-ID: <CAAipLxH3xCtUe9ZOyFB34h2TwxswgLq-BaBfbHQgsGhmgs4V4w@mail.gmail.com>

Hey folks,

I'm finding that about once a month or so our support team receives or
sends an attachment that is well beyond reasonable size (I saw a 60MB
today). While our RT and mysql configs are happy with it obviously the rest
of the world's email servers are not (as a data point google caps at a
generous 25MB - my mailservers cap at 101MB).

It would be nice if we could have RT decide that beyond a certain size an
attachment will be substituted by a download link (dropbox, yousendit,
gdrive, rt self service portal, ...). I've given it a spot of thought and
it seems that it may be a bit of a can of worms in terms of the surrounding
features that are needed: what service and it's configs, for what message
types [comment or correspond or both], for what users [unprivileged |
privileged; internal | external; size config for internal | external, ...].

A quick search of rt-users and rt-devel did not yield any results. I'm
wondering if this has been discussed before or of anyone has given it some
thought.

thanks
ram
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From jmates at uw.edu  Wed Oct 30 14:01:22 2013
From: jmates at uw.edu (Jeremy Mates)
Date: Wed, 30 Oct 2013 18:01:22 +0000
Subject: [rt-users] Large attachments via auto-link
In-Reply-To: <CAAipLxH3xCtUe9ZOyFB34h2TwxswgLq-BaBfbHQgsGhmgs4V4w@mail.gmail.com>
References: <CAAipLxH3xCtUe9ZOyFB34h2TwxswgLq-BaBfbHQgsGhmgs4V4w@mail.gmail.com>
Message-ID: <20131030180122.GB29181@valen.ee.washington.edu>

* Ram <ram0502 at gmail.com>
> It would be nice if we could have RT decide that beyond a certain size
> an attachment will be substituted by a download link (dropbox,
> yousendit,

Possible via MIMEDefang or similar MTA layer softwares, but that's
outside of RT.


From kenn.crocker at gmail.com  Wed Oct 30 14:19:17 2013
From: kenn.crocker at gmail.com (Kenneth Crocker)
Date: Wed, 30 Oct 2013 11:19:17 -0700
Subject: [rt-users] Check which queue owns a ticket
In-Reply-To: <1383129772406-55657.post@n7.nabble.com>
References: <1383129772406-55657.post@n7.nabble.com>
Message-ID: <CAOtpkagKCGiREhQePjK5TBMnXBtxaCkh5NgNr=KOHC-fa7gevg@mail.gmail.com>

Why don't you include the Queue name in the search results? In fact, I
would think that would be a default result in your Config file.

Kenn


On Wed, Oct 30, 2013 at 3:42 AM, globo <michael.obrien at globoforce.com>wrote:

> Hi,
>
> I have a number of queues that are used by different departments. When I
> assign a ticket over to a department I can't view the ticket anymore ,
> which
> is fine.  But if I search the ticket after I assign it over to a department
> I cant find out which queue owns it. I would like a way to check which
> queue
> owns the ticket when I search.
>
> Does anyone know if it is possible to create a custom field to allow me to
> check which queue owns a ticket ? Or is there a permission to allow this ?
>
>
>
>
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/Check-which-queue-owns-a-ticket-tp55657.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
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From thatcher.rea at bywatersolutions.com  Wed Oct 30 14:20:04 2013
From: thatcher.rea at bywatersolutions.com (Thatcher Rea)
Date: Thu, 31 Oct 2013 07:20:04 +1300
Subject: [rt-users] Reply text box slow to load
Message-ID: <CANcvjKz3EZ5qqYBxCrirh5NSFFqzjy=LYb05f_7boKN7mt5HKA@mail.gmail.com>

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?

: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 ram0502 at gmail.com  Wed Oct 30 14:29:13 2013
From: ram0502 at gmail.com (Ram)
Date: Wed, 30 Oct 2013 11:29:13 -0700
Subject: [rt-users] Large attachments via auto-link
In-Reply-To: <20131030180122.GB29181@valen.ee.washington.edu>
References: <CAAipLxH3xCtUe9ZOyFB34h2TwxswgLq-BaBfbHQgsGhmgs4V4w@mail.gmail.com>
	<20131030180122.GB29181@valen.ee.washington.edu>
Message-ID: <CAAipLxEGHG5YtxcNTWzgREUDV8X_Z+xxsr9sJxQA5tmgh_ge=Q@mail.gmail.com>

>
> * Ram <ram0502 at gmail.com>
> > It would be nice if we could have RT decide that beyond a certain size
> > an attachment will be substituted by a download link (dropbox,
> > yousendit,
>
> Possible via MIMEDefang or similar MTA layer softwares, but that's
> outside of RT.
>


Doing it outside of RT might confuse our customer support folks as well as
our customers who view tickets via self-service portal since the RT ticket
history will not reflect what actually happened which can create confusion.
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From falcone at bestpractical.com  Wed Oct 30 15:20:09 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 30 Oct 2013 12:20:09 -0700
Subject: [rt-users] Upgrading 4.0.8 -> 4.2.0 breaking outgoing email
In-Reply-To: <19AE285F8495424FA7AF79F7CCCA6B8726BC3812@EMBX-CLFT2.cdc.gov>
References: <19AE285F8495424FA7AF79F7CCCA6B8726BC0303@EMBX-CLFT2.cdc.gov>
	<1382733140.16241.58.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC136F@EMBX-CLFT2.cdc.gov>
	<1382734628.16241.68.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC1502@EMBX-CLFT2.cdc.gov>
	<1382976606.6643.6.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC1C0D@EMBX-CLFT2.cdc.gov>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC3812@EMBX-CLFT2.cdc.gov>
Message-ID: <20131030192009.GB1829@jibsheet.com>

On Tue, Oct 29, 2013 at 09:32:20PM +0000, Wright, Cory (CDC/OID/NCIRD) (CTR) wrote:
>    After some further troubleshooting I have determined that email from the upgraded 4.2.0
>    instance is in fact working (testing with dashboard subs), but that no scrips execute.  The
>    bulk of errors in my debug log are:
>    [6973] [Tue Oct 29 21:24:15 2013] [warning]: DBD::mysql::st execute failed:
>    'rt_helpdesk_420.main.Name' isn't in GROUP BY at
>    /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 589. (/usr/local/share/perl5/
>    DBIx/SearchBuilder/Handle.pm:589)
>    [6973] [Tue Oct 29 21:24:15 2013] [warning]: RT::Handle=HASH(0x7fd5eea7f588) couldn't execute
>    the query 'SELECT main.* FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1
>    ON ( ObjectCustomFields
>    _1.CustomField = main.id )  WHERE (ObjectCustomFields_1.ObjectId = '1' OR
>    ObjectCustomFields_1.ObjectId = '0') AND (main.Disabled = '0') AND (main.LookupType =
>    'RT::Queue-RT::Ticket') AND (main.id = '0')  GROUP
>    BY main.id  ORDER BY MIN(ObjectCustomFields_1.SortOrder) ASC ' at
>    /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 602.
> 
>    I am unable to determine the impact of these warnings or if they are the culprit.  Full log
>    can also be seen in previous communication.

These warnings are almost certainly a culprit.

What version of mysql and what non-standard options are you using?
On a stock 5.5.27 your query runs fine.

-kevin
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From falcone at bestpractical.com  Wed Oct 30 15:21:50 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 30 Oct 2013 12:21:50 -0700
Subject: [rt-users] Check which queue owns a ticket
In-Reply-To: <1383129772406-55657.post@n7.nabble.com>
References: <1383129772406-55657.post@n7.nabble.com>
Message-ID: <20131030192150.GC1829@jibsheet.com>

On Wed, Oct 30, 2013 at 03:42:52AM -0700, globo wrote:
> I have a number of queues that are used by different departments. When I
> assign a ticket over to a department I can't view the ticket anymore , which
> is fine.  But if I search the ticket after I assign it over to a department
> I cant find out which queue owns it. I would like a way to check which queue
> owns the ticket when I search. 
> 
> Does anyone know if it is possible to create a custom field to allow me to
> check which queue owns a ticket ? Or is there a permission to allow this ?  

If you can't see the ticket anymore, it's going to be difficult to see
a Custom Field on the ticket.

You may need to write a report which runs at elevated privileges if
your normal users don't have sufficient rights.

-kevin
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From falcone at bestpractical.com  Wed Oct 30 15:23:17 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 30 Oct 2013 12:23:17 -0700
Subject: [rt-users] including files in RT_SiteConfig.pm
In-Reply-To: <CADaviKvFUujmpq3jwNWXpuZbZxNPCd9kXtjMTgFzcDEKwwimDA@mail.gmail.com>
References: <CADaviKvFUujmpq3jwNWXpuZbZxNPCd9kXtjMTgFzcDEKwwimDA@mail.gmail.com>
Message-ID: <20131030192317.GD1829@jibsheet.com>

On Mon, Oct 28, 2013 at 04:05:10PM -0400, Darin Perusich wrote:
> Is it possible to include other files which contain config options in
> RT_SiteConfig.pm? Was hoping something like this is possible, like how
> you'd use Include in apache configs, to make it more readable.

RT will load files named Something_Config.pm or
Something_SiteConfig.pm found in etc directories (RT or plugins).

You may run into fascinating warnings based on what you want to
do/change, so this may not be sufficient and you may need to move to
the debian solution of having many files which are 'built' into the
RT_SiteConfig.pm.

-kevin
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From wmi8 at cdc.gov  Wed Oct 30 15:30:07 2013
From: wmi8 at cdc.gov (Wright, Cory (CDC/OID/NCEZID) (CTR))
Date: Wed, 30 Oct 2013 19:30:07 +0000
Subject: [rt-users] Upgrading 4.0.8 -> 4.2.0 breaking outgoing email
In-Reply-To: <20131030192009.GB1829@jibsheet.com>
References: <19AE285F8495424FA7AF79F7CCCA6B8726BC0303@EMBX-CLFT2.cdc.gov>
	<1382733140.16241.58.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC136F@EMBX-CLFT2.cdc.gov>
	<1382734628.16241.68.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC1502@EMBX-CLFT2.cdc.gov>
	<1382976606.6643.6.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC1C0D@EMBX-CLFT2.cdc.gov>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC3812@EMBX-CLFT2.cdc.gov>
	<20131030192009.GB1829@jibsheet.com>
Message-ID: <19AE285F8495424FA7AF79F7CCCA6B8726BC3F0B@EMBX-CLFT2.cdc.gov>

Kevin



Version:

mysql  Ver 14.14 Distrib 5.1.69, for redhat-linux-gnu (x86_64) using readline 5.1



all data locations pointed to a 160GiB FusionIO.

and various mysql options:

max_allowed_packet             = 16M

max_connect_errors             = 1000000

skip_name_resolve

sql_mode                       = STRICT_TRANS_TABLES,ERROR_FOR_DIVISION_BY_ZERO,NO_AUTO_CREATE_USER,NO_AUTO_VALUE_ON_Z               ERO,NO_ENGINE_SUBSTITUTION,NO_ZERO_DATE,NO_ZERO_IN_DATE,ONLY_FULL_GROUP_BY

sysdate_is_now                 = 1

innodb                         = FORCE

#innodb_strict_mode             = 1



tmp_table_size                 = 32M

max_heap_table_size            = 32M

query_cache_type               = 0

query_cache_size               = 0

max_connections                = 500

thread_cache_size              = 50

open_files_limit               = 65535

table_definition_cache         = 1024

table_open_cache               = 2048



innodb_flush_method            = O_DIRECT

innodb_log_files_in_group      = 2

innodb_log_file_size           = 512M

innodb_flush_log_at_trx_commit = 1

innodb_file_per_table          = 1

innodb_buffer_pool_size        = 24G







-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Wednesday, October 30, 2013 3:20 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Upgrading 4.0.8 -> 4.2.0 breaking outgoing email



On Tue, Oct 29, 2013 at 09:32:20PM +0000, Wright, Cory (CDC/OID/NCIRD) (CTR) wrote:

>    After some further troubleshooting I have determined that email from the upgraded 4.2.0

>    instance is in fact working (testing with dashboard subs), but that no scrips execute.  The

>    bulk of errors in my debug log are:

>    [6973] [Tue Oct 29 21:24:15 2013] [warning]: DBD::mysql::st execute failed:

>    'rt_helpdesk_420.main.Name' isn't in GROUP BY at

>    /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 589. (/usr/local/share/perl5/

>    DBIx/SearchBuilder/Handle.pm:589)

>    [6973] [Tue Oct 29 21:24:15 2013] [warning]: RT::Handle=HASH(0x7fd5eea7f588) couldn't execute

>    the query 'SELECT main.* FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1

>    ON ( ObjectCustomFields

>    _1.CustomField = main.id )  WHERE (ObjectCustomFields_1.ObjectId = '1' OR

>    ObjectCustomFields_1.ObjectId = '0') AND (main.Disabled = '0') AND (main.LookupType =

>    'RT::Queue-RT::Ticket') AND (main.id = '0')  GROUP

>    BY main.id  ORDER BY MIN(ObjectCustomFields_1.SortOrder) ASC ' at

>    /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 602.

>

>    I am unable to determine the impact of these warnings or if they are the culprit.  Full log

>    can also be seen in previous communication.



These warnings are almost certainly a culprit.



What version of mysql and what non-standard options are you using?

On a stock 5.5.27 your query runs fine.



-kevin
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From alexmv at bestpractical.com  Wed Oct 30 19:10:29 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 30 Oct 2013 19:10:29 -0400
Subject: [rt-users] Upgrading 4.0.8 -> 4.2.0 breaking outgoing email
In-Reply-To: <20131030192009.GB1829@jibsheet.com>
References: <19AE285F8495424FA7AF79F7CCCA6B8726BC0303@EMBX-CLFT2.cdc.gov>
	<1382733140.16241.58.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC136F@EMBX-CLFT2.cdc.gov>
	<1382734628.16241.68.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC1502@EMBX-CLFT2.cdc.gov>
	<1382976606.6643.6.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC1C0D@EMBX-CLFT2.cdc.gov>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC3812@EMBX-CLFT2.cdc.gov>
	<20131030192009.GB1829@jibsheet.com>
Message-ID: <1383174629.4728.1.camel@umgah.localdomain>

On Wed, 2013-10-30 at 12:20 -0700, Kevin Falcone wrote:
> These warnings are almost certainly a culprit.

Can you show your CustomFields definitions?

        SHOW CREATE TABLE CustomFields;
        SHOW INDEXES FROM CustomFields;
        
 - Alex



From wmi8 at cdc.gov  Wed Oct 30 19:27:25 2013
From: wmi8 at cdc.gov (Wright, Cory (CDC/OID/NCEZID) (CTR))
Date: Wed, 30 Oct 2013 23:27:25 +0000
Subject: [rt-users] Upgrading 4.0.8 -> 4.2.0 breaking outgoing email
In-Reply-To: <1383174629.4728.1.camel@umgah.localdomain>
References: <19AE285F8495424FA7AF79F7CCCA6B8726BC0303@EMBX-CLFT2.cdc.gov>
	<1382733140.16241.58.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC136F@EMBX-CLFT2.cdc.gov>
	<1382734628.16241.68.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC1502@EMBX-CLFT2.cdc.gov>
	<1382976606.6643.6.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC1C0D@EMBX-CLFT2.cdc.gov>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC3812@EMBX-CLFT2.cdc.gov>
	<20131030192009.GB1829@jibsheet.com>
	<1383174629.4728.1.camel@umgah.localdomain>
Message-ID: <19AE285F8495424FA7AF79F7CCCA6B8726BC40F7@EMBX-CLFT2.cdc.gov>

mysql> show create table CustomFields;

+--------------+--(dashes truncated)-+

| Table        | Create Table                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        |

+--------------+--(dashes truncated)-+

| CustomFields | CREATE TABLE `CustomFields` (

  `id` int(11) NOT NULL AUTO_INCREMENT,

  `Name` varchar(200) DEFAULT NULL,

  `Type` varchar(200) CHARACTER SET ascii DEFAULT NULL,

  `RenderType` varchar(64) CHARACTER SET ascii DEFAULT NULL,

  `MaxValues` int(11) DEFAULT NULL,

  `Pattern` text,

  `BasedOn` int(11) DEFAULT NULL,

  `ValuesClass` varchar(64) CHARACTER SET ascii DEFAULT NULL,

  `Description` varchar(255) DEFAULT NULL,

  `SortOrder` int(11) NOT NULL DEFAULT '0',

  `LookupType` varchar(255) CHARACTER SET ascii NOT NULL,

  `Creator` int(11) NOT NULL DEFAULT '0',

  `Created` datetime DEFAULT NULL,

  `LastUpdatedBy` int(11) NOT NULL DEFAULT '0',

  `LastUpdated` datetime DEFAULT NULL,

  `Disabled` smallint(6) NOT NULL DEFAULT '0',

  PRIMARY KEY (`id`)

) ENGINE=InnoDB AUTO_INCREMENT=5 DEFAULT CHARSET=utf8 |

+--------------+--(dashes truncated)-+

1 row in set (0.00 sec)





mysql> show indexes from CustomFields;

+--------------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+

| Table        | Non_unique | Key_name | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment |

+--------------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+

| CustomFields |          0 | PRIMARY  |            1 | id          | A         |           2 |     NULL | NULL   |      | BTREE      |         |

+--------------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+

1 row in set (0.00 sec)



mysql>



- Cory



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Vandiver
Sent: Wednesday, October 30, 2013 7:10 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Upgrading 4.0.8 -> 4.2.0 breaking outgoing email



On Wed, 2013-10-30 at 12:20 -0700, Kevin Falcone wrote:

> These warnings are almost certainly a culprit.



Can you show your CustomFields definitions?



        SHOW CREATE TABLE CustomFields;

        SHOW INDEXES FROM CustomFields;



 - Alex


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From thatcher.rea at bywatersolutions.com  Wed Oct 30 19:39:12 2013
From: thatcher.rea at bywatersolutions.com (Thatcher Rea)
Date: Thu, 31 Oct 2013 12:39:12 +1300
Subject: [rt-users] Reply text box slow to load
In-Reply-To: <CANcvjKz3EZ5qqYBxCrirh5NSFFqzjy=LYb05f_7boKN7mt5HKA@mail.gmail.com>
References: <CANcvjKz3EZ5qqYBxCrirh5NSFFqzjy=LYb05f_7boKN7mt5HKA@mail.gmail.com>
Message-ID: <CANcvjKz3xj0QkQE1L2qF839No8=-E5FQNbfAoV+tedNvQP4p7w@mail.gmail.com>

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?

:T

On Thu, Oct 31, 2013 at 7:20 AM, Thatcher Rea <
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?
>
> :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/>*
>



-- 
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 bwiese at ElementPS.com  Wed Oct 30 20:06:56 2013
From: bwiese at ElementPS.com (Brent Wiese)
Date: Thu, 31 Oct 2013 00:06:56 +0000
Subject: [rt-users] FW: Getting custom field value AND description in a scrip
Message-ID: <910CDE054EF7D24DBCA89A2EF88A404E64BBAD42@phxmain-exmbx10>


Hi.

In our RT setup, a user chooses a value from a drop down list (a custom field called ?application?) to indicate what software they want help with when they submit a new ticket.
I set up a scrip that checks the value of that custom field  and moves the ticket into the appropriate queue (based on which application they need help with).
Instead of hard coding a mapping of each application value to a queue name, I?d like to put the name of the queue into the custom field description.

For example, the custom fields might look like this:

Sort        Name                                    Description         Category
0              Microsoft Word                helpdesk
0              Microsoft Excel                 helpdesk
0              SharePoint                          developers
0              PeopleSoft                         hr

If the user selected ?SharePoint? as the application they wanted help with, the scrip would read the description field and see that it should move the ticket into the ?developers? queue.

I?ve got everything working great with static mapping, I just can?t figure out a way to retrieve that Description within a scrip.

Has anyone done this before?

Thanks!
Brent

Yes, we do something very similar. If that CF is a single-select, then this code snip will do what you want. Unfortunately, mine is a multi-select and I can?t figure out how to iterate through all the values. I?ve posted the question with no response? This still works, but only uses the first value.

Anyways:
my $ticket = $self->TicketObj;
     my $cfINT = 9;
    my $value_obj = RT::CustomFieldValue->new( $ticket->CurrentUser );
    $value_obj->LoadByCols(CustomField => $cfINT, Name => $ticket->FirstCustomFieldValue($cfINT));
    my $descval = $value_obj->Description;

     if ($descval eq 'sharepoint') {
? do your code bits here
     } elsif ($descval eq '??
? you get the idea

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From alexmv at bestpractical.com  Wed Oct 30 20:20:14 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 30 Oct 2013 20:20:14 -0400
Subject: [rt-users] Upgrading 4.0.8 -> 4.2.0 breaking outgoing email
In-Reply-To: <19AE285F8495424FA7AF79F7CCCA6B8726BC3F0B@EMBX-CLFT2.cdc.gov>
References: <19AE285F8495424FA7AF79F7CCCA6B8726BC0303@EMBX-CLFT2.cdc.gov>
	<1382733140.16241.58.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC136F@EMBX-CLFT2.cdc.gov>
	<1382734628.16241.68.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC1502@EMBX-CLFT2.cdc.gov>
	<1382976606.6643.6.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC1C0D@EMBX-CLFT2.cdc.gov>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC3812@EMBX-CLFT2.cdc.gov>
	<20131030192009.GB1829@jibsheet.com>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC3F0B@EMBX-CLFT2.cdc.gov>
Message-ID: <1383178814.4728.2.camel@umgah.localdomain>

On Wed, 2013-10-30 at 19:30 +0000, Wright, Cory (CDC/OID/NCEZID) (CTR)
wrote:
> sql_mode                       = [...],ONLY_FULL_GROUP_BY

That would be your problem.  RT doesn't support running with that option
enabled.
 - Alex



From Dave.Close at us.thalesgroup.com  Wed Oct 30 21:36:47 2013
From: Dave.Close at us.thalesgroup.com (CLOSE Dave)
Date: Wed, 30 Oct 2013 18:36:47 -0700
Subject: [rt-users] [rt-devel] RT pages without links
In-Reply-To: <6265B2EB12D194469B958F2E703D81830DE1F57229@viper.pc.cognex.com>
References: <526EB8EF.9090303@us.thalesgroup.com>
	<527135C4.50400@us.thalesgroup.com>
	<6265B2EB12D194469B958F2E703D81830DE1F57229@viper.pc.cognex.com>
Message-ID: <5271B42F.3060209@us.thalesgroup.com>

Brent Parish wrote:

> On another note: I think in general it's frowned upon to post to both
> the development and user lists.

I agree with your sentiment. In this case, I had posted the original 
note to both lists, first to users ten days ago and then to devel three 
days ago. So I could have sent the same follow-up separately to both 
lists but that didn't seem helpful. That would have meant that some 
people got the follow-up twice. But I also generally avoid the practice. 
Sorry for any offense.
-- 
Dave Close, Thales Avionics, Irvine California USA.
cell +1 949 394 2124, dave.close at us.thalesgroup.com

From wmi8 at cdc.gov  Thu Oct 31 08:35:09 2013
From: wmi8 at cdc.gov (Wright, Cory (CDC/OID/NCEZID) (CTR))
Date: Thu, 31 Oct 2013 12:35:09 +0000
Subject: [rt-users] Upgrading 4.0.8 -> 4.2.0 breaking outgoing email
In-Reply-To: <1383178814.4728.2.camel@umgah.localdomain>
References: <19AE285F8495424FA7AF79F7CCCA6B8726BC0303@EMBX-CLFT2.cdc.gov>
	<1382733140.16241.58.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC136F@EMBX-CLFT2.cdc.gov>
	<1382734628.16241.68.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC1502@EMBX-CLFT2.cdc.gov>
	<1382976606.6643.6.camel@umgah.localdomain>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC1C0D@EMBX-CLFT2.cdc.gov>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC3812@EMBX-CLFT2.cdc.gov>
	<20131030192009.GB1829@jibsheet.com>
	<19AE285F8495424FA7AF79F7CCCA6B8726BC3F0B@EMBX-CLFT2.cdc.gov>
	<1383178814.4728.2.camel@umgah.localdomain>
Message-ID: <19AE285F8495424FA7AF79F7CCCA6B8726BC4372@EMBX-CLFT2.cdc.gov>

This did the trick, thanks Alex!

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Vandiver
Sent: Wednesday, October 30, 2013 8:20 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Upgrading 4.0.8 -> 4.2.0 breaking outgoing email

On Wed, 2013-10-30 at 19:30 +0000, Wright, Cory (CDC/OID/NCEZID) (CTR)
wrote:
> sql_mode                       = [...],ONLY_FULL_GROUP_BY

That would be your problem.  RT doesn't support running with that option enabled.
 - Alex


From SJC at qvii.com  Thu Oct 31 08:50:38 2013
From: SJC at qvii.com (Cena, Stephen (ext. 300))
Date: Thu, 31 Oct 2013 12:50:38 +0000
Subject: [rt-users] CC emails not always being sent
In-Reply-To: <mailman.5.1382803202.21086.rt-users@lists.bestpractical.com>
References: <mailman.5.1382803202.21086.rt-users@lists.bestpractical.com>
Message-ID: <0CE56AE307C0BC4B950BF05F3759DF4314CF943F@MailStore2010.ogp.qvii.com>

 Rafal - I think that might be it. I just checked, and my RT_Config has that set to 0.
I'll try changing it to 1 in my RT_SiteConfig, notify the users & see what I get.

Thanks!!

==================================
Date: Fri, 25 Oct 2013 19:29:55 +0200
From: Rafal Matera <RMatera at esselte.com>
To: "rt-users at lists.bestpractical.com"
	<rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] CC emails not always being sent
Message-ID:
	<OF203E7DC4.EF7ABE89-ONC1257C0F.005FC31C-C1257C0F.0060203D at esselte.com>
	
Content-Type: text/plain; charset="us-ascii"

Hi Stephen,

There is configuration option NotifyActor.
If it set to 0, RT does not notify person who performs the update of the ticket. Even if this person is in CC.
Please check, maybe this is your case.

Best regards,
Rafal

From SJC at qvii.com  Thu Oct 31 09:39:52 2013
From: SJC at qvii.com (Cena, Stephen (ext. 300))
Date: Thu, 31 Oct 2013 13:39:52 +0000
Subject: [rt-users] CC emails not always being sent
References: <mailman.5.1382803202.21086.rt-users@lists.bestpractical.com> 
Message-ID: <0CE56AE307C0BC4B950BF05F3759DF4314CF9481@MailStore2010.ogp.qvii.com>

Rafal - After making that change, I'm now getting extra emails:

===============================================================
Thu Oct 31 09:20:09 2013: Request 1934 was acted upon.
 Transaction: Taken by s.cena
       Queue: Network/Wifi Requests
     Subject: Andy Roushey Computer
       Owner: s.cena
  Requestors: XXXXXXXXXXXXXXXXX
      Status: new
 Ticket <URL: http://helpdesk/Ticket/Display.html?id=1934 >


This transaction appears to have no content
=================================================================

Is this expected when I change NotifyActor to 1, or is this another setting that's causing this?

-----Original Message-----
From: Cena, Stephen (ext. 300) 
Sent: Thursday, October 31, 2013 8:51 AM
To: 'rt-users at lists.bestpractical.com'
Subject: Re: CC emails not always being sent

 Rafal - I think that might be it. I just checked, and my RT_Config has that set to 0.
I'll try changing it to 1 in my RT_SiteConfig, notify the users & see what I get.

Thanks!!

==================================
Date: Fri, 25 Oct 2013 19:29:55 +0200
From: Rafal Matera <RMatera at esselte.com>
To: "rt-users at lists.bestpractical.com"
	<rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] CC emails not always being sent
Message-ID:
	<OF203E7DC4.EF7ABE89-ONC1257C0F.005FC31C-C1257C0F.0060203D at esselte.com>
	
Content-Type: text/plain; charset="us-ascii"

Hi Stephen,

There is configuration option NotifyActor.
If it set to 0, RT does not notify person who performs the update of the ticket. Even if this person is in CC.
Please check, maybe this is your case.

Best regards,
Rafal

From mattsomek at yahoo.com  Thu Oct 31 12:09:58 2013
From: mattsomek at yahoo.com (Kipruto Matthew)
Date: Thu, 31 Oct 2013 09:09:58 -0700 (PDT)
Subject: [rt-users] How Do i get rt-crontool working?
Message-ID: <1383235798.62874.YahooMailNeo@web161701.mail.bf1.yahoo.com>

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?
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From alexmv at bestpractical.com  Thu Oct 31 13:09:19 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 31 Oct 2013 13:09:19 -0400
Subject: [rt-users] TicketHistory slow on 4.2.0
In-Reply-To: <CAGc_vWijsp55tVW44MZn8YBd_HUHMP6c-kHV2GZsdSPeg0+Lnw@mail.gmail.com>
References: <CAGc_vWjrYeLyAiP0vU98jyykgz7fi1=HrFKUMnU4XsYZ4cOQnQ@mail.gmail.com>
	<1382545317.25935.12.camel@umgah.localdomain>
	<CAGc_vWgaBkenF+fb+ffhJuPbLe_eOs1Y0yvbE9n9zHKQNdcfnw@mail.gmail.com>
	<1382546084.25935.22.camel@umgah.localdomain>
	<CAGc_vWigzdVCUNfDf3nTo0W0-UA180Zh1DbP7CFm1Uhh+4cr3g@mail.gmail.com>
	<1382552703.25935.42.camel@umgah.localdomain>
	<CAGc_vWjtn-hdOUmw3nBMa6tzbz8sF_bxxTf-mAYfVEiH_8+8JQ@mail.gmail.com>
	<CAGc_vWidh_FF0Z+GdFkcTHduY8kFUjeoFVSZnKKP0wZmXFkB9g@mail.gmail.com>
	<1382733596.16241.65.camel@umgah.localdomain>
	<CAGc_vWgT0Ay-ZyjyRso6aUJwn9fie86VWr24NLfxoE=zFL1y4g@mail.gmail.com>
	<1382736141.16241.83.camel@umgah.localdomain>
	<CAGc_vWijsp55tVW44MZn8YBd_HUHMP6c-kHV2GZsdSPeg0+Lnw@mail.gmail.com>
Message-ID: <1383239359.7157.1.camel@umgah.localdomain>

On Mon, 2013-10-28 at 09:54 -0400, Tod Detre wrote:
> Adding the index did indeed fix the issue. I've pasted the line from
> the SQL log below. It looks like the query is coming from
> RT::Transaction. I'm not that great at perl so I'm not sure, but I
> think it might be the method LoadCustomFieldByIdentifier. I do know
> that the URL that starts the query is /Helpers/TicketHistory.
> 
> [29826] [Mon Oct 28 13:33:12 2013] [debug]: SQL(2.188469s): SELECT
> count(main.id) FROM ObjectCustomFieldValues main  WHERE (main.Disabled
> = '0') AND (main.ObjectId = '307581') AND (main.ObjectType =
> 'RT::Transaction') ; (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1292)

To be useful, we'd unfortunately need to know the full stack trace.  The
full stack trace is shown in the UI in the Admin ? Tools ? SQL Queries
page if StatementLog is enabled.
 - Alex



From lstewart at iweb.com  Thu Oct 31 15:52:10 2013
From: lstewart at iweb.com (Landon Stewart)
Date: Thu, 31 Oct 2013 12:52:10 -0700
Subject: [rt-users] How Do i get rt-crontool working?
In-Reply-To: <1383235798.62874.YahooMailNeo@web161701.mail.bf1.yahoo.com>
References: <1383235798.62874.YahooMailNeo@web161701.mail.bf1.yahoo.com>
Message-ID: <CABgOHgukU_xgqgC9xN+U7r6t3xmTegPmtYj9LdiaD5GFup-q_w@mail.gmail.com>

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 hiro24 at gmail.com  Thu Oct 31 16:16:28 2013
From: hiro24 at gmail.com (Chris Hall)
Date: Thu, 31 Oct 2013 16:16:28 -0400
Subject: [rt-users] Question about SMTP in an upgrade from 4.0 to 4.2
Message-ID: <CAEYANt1d-Q4tDpis+WZ5tcwrgGvFstoKcw4=PKvE2R5kbnRMJA@mail.gmail.com>

In a few days we'll be upgrading from RT 4.0.0 to 4.2.  I was reviewing the
upgrade document and I came across something distressing...

The C<smtp> option for L<RT_Config/$MailCommand>, along with the associated
C<$SMTPServer>, C<$SMTPFrom>, and C<$SMTPDebug> options, has been removed
because it did not guarantee delivery.  Instead, use a local MTA for
outgoing mail, via the 'sendmailpipe' setting to C<$MailCommand>.

I rely on those settings to send mail out to our smtp server, and thus far
it's worked out great.  In fact, they're very resistant to the idea of
having the RT server operate as a mail server.  If I'm reading this right,
am I to understand that after the upgrade I'll no longer be able to send
mail out via an external smtp server?  Is there any way around that?
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From bbaker at copesan.com  Thu Oct 31 16:20:39 2013
From: bbaker at copesan.com (Bryon Baker)
Date: Thu, 31 Oct 2013 20:20:39 +0000
Subject: [rt-users] Question about SMTP in an upgrade from 4.0 to 4.2
In-Reply-To: <CAEYANt1d-Q4tDpis+WZ5tcwrgGvFstoKcw4=PKvE2R5kbnRMJA@mail.gmail.com>
References: <CAEYANt1d-Q4tDpis+WZ5tcwrgGvFstoKcw4=PKvE2R5kbnRMJA@mail.gmail.com>
Message-ID: <e65253523c724336b0579dc32c497806@DM2PR05MB430.namprd05.prod.outlook.com>

You will have to change to using Sendmail or some process like that, I have made the change on my server and it was fairly easy.

Just setup Sendmail to relay the messages it receives from RT to the same SMTP relay server you were using in the past.

Good luck

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"

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chris Hall
Sent: Thursday, October 31, 2013 3:16 PM
To: rt-users
Subject: [rt-users] Question about SMTP in an upgrade from 4.0 to 4.2

In a few days we'll be upgrading from RT 4.0.0 to 4.2.  I was reviewing the upgrade document and I came across something distressing...

The C<smtp> option for L<RT_Config/$MailCommand>, along with the associated
C<$SMTPServer>, C<$SMTPFrom>, and C<$SMTPDebug> options, has been removed
because it did not guarantee delivery.  Instead, use a local MTA for
outgoing mail, via the 'sendmailpipe' setting to C<$MailCommand>.

I rely on those settings to send mail out to our smtp server, and thus far it's worked out great.  In fact, they're very resistant to the idea of having the RT server operate as a mail server.  If I'm reading this right, am I to understand that after the upgrade I'll no longer be able to send mail out via an external smtp server?  Is there any way around that?
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From alexmv at bestpractical.com  Thu Oct 31 16:27:29 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 31 Oct 2013 16:27:29 -0400
Subject: [rt-users] Question about SMTP in an upgrade from 4.0 to 4.2
In-Reply-To: <CAEYANt1d-Q4tDpis+WZ5tcwrgGvFstoKcw4=PKvE2R5kbnRMJA@mail.gmail.com>
References: <CAEYANt1d-Q4tDpis+WZ5tcwrgGvFstoKcw4=PKvE2R5kbnRMJA@mail.gmail.com>
Message-ID: <1383251249.7157.27.camel@umgah.localdomain>

On Thu, 2013-10-31 at 16:16 -0400, Chris Hall wrote:

> If I'm reading this right, am I to understand that after the upgrade
> I'll no longer be able to send mail out via an external smtp server?
> Is there any way around that?

The "smtp" setting could cause silent mail loss.  Specifically, because
it attempts to deliver immediately, and only once, if the outgoing mail
server is unavailable at the moment RT attempts to send mail, that mail
would be dropped.  The "smtp" option also did not support all of the
core mail-sending features that the "sendmailpipe" method allows.

The correct solution is to install a local MTA, which can be configured
to relay the mail to the original SMTP host.  This provides a durable
mail spool in case the remote SMTP server is inaccessible.  The local
MTA does not need to be configured to accept mail locally if that is not
how you wish RT to operate.
 - Alex



From tod.detre at maine.edu  Thu Oct 31 16:47:51 2013
From: tod.detre at maine.edu (Tod Detre)
Date: Thu, 31 Oct 2013 16:47:51 -0400
Subject: [rt-users] TicketHistory slow on 4.2.0
In-Reply-To: <1383239359.7157.1.camel@umgah.localdomain>
References: <CAGc_vWjrYeLyAiP0vU98jyykgz7fi1=HrFKUMnU4XsYZ4cOQnQ@mail.gmail.com>
	<1382545317.25935.12.camel@umgah.localdomain>
	<CAGc_vWgaBkenF+fb+ffhJuPbLe_eOs1Y0yvbE9n9zHKQNdcfnw@mail.gmail.com>
	<1382546084.25935.22.camel@umgah.localdomain>
	<CAGc_vWigzdVCUNfDf3nTo0W0-UA180Zh1DbP7CFm1Uhh+4cr3g@mail.gmail.com>
	<1382552703.25935.42.camel@umgah.localdomain>
	<CAGc_vWjtn-hdOUmw3nBMa6tzbz8sF_bxxTf-mAYfVEiH_8+8JQ@mail.gmail.com>
	<CAGc_vWidh_FF0Z+GdFkcTHduY8kFUjeoFVSZnKKP0wZmXFkB9g@mail.gmail.com>
	<1382733596.16241.65.camel@umgah.localdomain>
	<CAGc_vWgT0Ay-ZyjyRso6aUJwn9fie86VWr24NLfxoE=zFL1y4g@mail.gmail.com>
	<1382736141.16241.83.camel@umgah.localdomain>
	<CAGc_vWijsp55tVW44MZn8YBd_HUHMP6c-kHV2GZsdSPeg0+Lnw@mail.gmail.com>
	<1383239359.7157.1.camel@umgah.localdomain>
Message-ID: <CAGc_vWgPYypmFBLY7AxtH3dyzm67eFhg94J8tN1dSsFLiuo-ng@mail.gmail.com>

Sorry, here is the trace:

SELECT count(main.id) FROM ObjectCustomFieldValues main WHERE
(main.Disabled = '0') AND (main.ObjectId = '3561835') AND
(main.ObjectType = 'RT::Transaction')Toggle stack trace

Stack:
  [/opt/rt4/sbin/../lib/RT/Handle.pm:1646]
  [/usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm:591]
  [/usr/local/share/perl/5.14.2/DBIx/SearchBuilder.pm:295]
  [/opt/rt4/sbin/../lib/RT/SearchBuilder.pm:1001]
  [/opt/rt4/sbin/../lib/RT/ObjectCustomFieldValues.pm:158]
  [/usr/local/share/perl/5.14.2/DBIx/SearchBuilder.pm:1471]
  [/opt/rt4/share/html/Elements/ShowTransaction:71]
  [/opt/rt4/share/html/Elements/ShowHistory:120]
  [/opt/rt4/share/html/Helpers/TicketHistory:48]
  [/opt/rt4/share/html/Helpers/autohandler:51]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]
  [/opt/rt4/share/html/autohandler:53]

On Thu, Oct 31, 2013 at 1:09 PM, Alex Vandiver <alexmv at bestpractical.com> wrote:
> On Mon, 2013-10-28 at 09:54 -0400, Tod Detre wrote:
>> Adding the index did indeed fix the issue. I've pasted the line from
>> the SQL log below. It looks like the query is coming from
>> RT::Transaction. I'm not that great at perl so I'm not sure, but I
>> think it might be the method LoadCustomFieldByIdentifier. I do know
>> that the URL that starts the query is /Helpers/TicketHistory.
>>
>> [29826] [Mon Oct 28 13:33:12 2013] [debug]: SQL(2.188469s): SELECT
>> count(main.id) FROM ObjectCustomFieldValues main  WHERE (main.Disabled
>> = '0') AND (main.ObjectId = '307581') AND (main.ObjectType =
>> 'RT::Transaction') ; (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1292)
>
> To be useful, we'd unfortunately need to know the full stack trace.  The
> full stack trace is shown in the UI in the Admin ? Tools ? SQL Queries
> page if StatementLog is enabled.
>  - Alex
>



-- 
Tod


From tim at marchex.com  Thu Oct 31 16:52:39 2013
From: tim at marchex.com (Tim Wiley)
Date: Thu, 31 Oct 2013 13:52:39 -0700
Subject: [rt-users] Question about SMTP in an upgrade from 4.0 to 4.2
In-Reply-To: <1383251249.7157.27.camel@umgah.localdomain>
References: <CAEYANt1d-Q4tDpis+WZ5tcwrgGvFstoKcw4=PKvE2R5kbnRMJA@mail.gmail.com>
	<1383251249.7157.27.camel@umgah.localdomain>
Message-ID: <5272C317.6060606@marchex.com>

On 10/31/2013 01:27 PM, Alex Vandiver wrote:
> On Thu, 2013-10-31 at 16:16 -0400, Chris Hall wrote:
>
>> If I'm reading this right, am I to understand that after the upgrade
>> I'll no longer be able to send mail out via an external smtp server?
>> Is there any way around that?
>
> The "smtp" setting could cause silent mail loss.  Specifically, because
> it attempts to deliver immediately, and only once, if the outgoing mail
> server is unavailable at the moment RT attempts to send mail, that mail
> would be dropped.  The "smtp" option also did not support all of the
> core mail-sending features that the "sendmailpipe" method allows.
>
> The correct solution is to install a local MTA, which can be configured
> to relay the mail to the original SMTP host.  This provides a durable
> mail spool in case the remote SMTP server is inaccessible.  The local
> MTA does not need to be configured to accept mail locally if that is not
> how you wish RT to operate.
>   - Alex
>

To go a bit further with this, look into nullmailer.  It's a simple MTA 
for machines that *should* be able to send mail via an SMTP host, but 
*should not* receive mail.


From alexmv at bestpractical.com  Thu Oct 31 17:50:38 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 31 Oct 2013 17:50:38 -0400
Subject: [rt-users] TicketHistory slow on 4.2.0
In-Reply-To: <CAGc_vWgPYypmFBLY7AxtH3dyzm67eFhg94J8tN1dSsFLiuo-ng@mail.gmail.com>
References: <CAGc_vWjrYeLyAiP0vU98jyykgz7fi1=HrFKUMnU4XsYZ4cOQnQ@mail.gmail.com>
	<1382545317.25935.12.camel@umgah.localdomain>
	<CAGc_vWgaBkenF+fb+ffhJuPbLe_eOs1Y0yvbE9n9zHKQNdcfnw@mail.gmail.com>
	<1382546084.25935.22.camel@umgah.localdomain>
	<CAGc_vWigzdVCUNfDf3nTo0W0-UA180Zh1DbP7CFm1Uhh+4cr3g@mail.gmail.com>
	<1382552703.25935.42.camel@umgah.localdomain>
	<CAGc_vWjtn-hdOUmw3nBMa6tzbz8sF_bxxTf-mAYfVEiH_8+8JQ@mail.gmail.com>
	<CAGc_vWidh_FF0Z+GdFkcTHduY8kFUjeoFVSZnKKP0wZmXFkB9g@mail.gmail.com>
	<1382733596.16241.65.camel@umgah.localdomain>
	<CAGc_vWgT0Ay-ZyjyRso6aUJwn9fie86VWr24NLfxoE=zFL1y4g@mail.gmail.com>
	<1382736141.16241.83.camel@umgah.localdomain>
	<CAGc_vWijsp55tVW44MZn8YBd_HUHMP6c-kHV2GZsdSPeg0+Lnw@mail.gmail.com>
	<1383239359.7157.1.camel@umgah.localdomain>
	<CAGc_vWgPYypmFBLY7AxtH3dyzm67eFhg94J8tN1dSsFLiuo-ng@mail.gmail.com>
Message-ID: <1383256238.7157.35.camel@umgah.localdomain>

On Thu, 2013-10-31 at 16:47 -0400, Tod Detre wrote:
> Sorry, here is the trace: [snip]

Thanks -- this enabled me to track down the regression.  A fix which
does not require the additional index is under review as
https://github.com/bestpractical/rt/commit/61a2dea
 - Alex