From dmsimard at iweb.com  Sun Sep  1 11:31:01 2013
From: dmsimard at iweb.com (David Moreau Simard)
Date: Sun, 1 Sep 2013 15:31:01 +0000
Subject: [rt-users] rt-validator does not delete osbolete
 ObjectCustomFieldValue records
In-Reply-To: <CAMOxC8vb=+Og=4-4OBU=6ZZVQPj5qkWJvFLQVKn1VGrRKKXPRQ@mail.gmail.com>
References: <C6D14536-2278-4B72-AF96-01912C8C2FA8@iweb.com>
	<CAMOxC8vb=+Og=4-4OBU=6ZZVQPj5qkWJvFLQVKn1VGrRKKXPRQ@mail.gmail.com>
Message-ID: <5AD3A6B4-24AC-41C9-AA48-CE288EA5ABAD@iweb.com>

Hi,

Does these commits make sense to you ? It seems to work well.

https://github.com/bestpractical/rt/pull/64

David Moreau Simard

On 2013-08-30, at 9:37 AM, Ruslan Zakirov <ruz at bestpractical.com<mailto:ruz at bestpractical.com>> wrote:

Hi,

Do you care enough to send patch or git pull request? If not then file a feature request on http://issues.bestpractical.com<http://issues.bestpractical.com/> .


On Thu, Aug 29, 2013 at 5:18 PM, David Moreau Simard <dmsimard at iweb.com<mailto:dmsimard at iweb.com>> wrote:
Hi,

We're trying to do a large cleanup of our database. There are a lot of obsolete ObjectCustomFieldValue records that are related to deleted tickets.
I would expect rt-validator to both delete related Transactions AND The ObjectCustomFieldValue records themselves.

This is not happening, although it does detect issues - for example:
===
Record #33716942 in ObjectCustomFieldValues references a nonexistent record in Tickets
        ObjectId => '6417200' => id
===
Record #1 in ObjectCustomFieldValues references a nonexistent record in Transactions
        ObjectId => '8651463' => id
===

After spending a lot on time on this, I came to realize that the sub in rt-validator for custom fields integrity does not use delete_record at all.

Example that uses delete_record:
===
push @CHECKS, 'Tickets <-> Role Groups' => sub {
    # XXX: we check only that there is at least one group for a queue
    # from queue to group
    check_integrity(
        'Tickets', 'id' => 'Groups', 'Instance',
        join_condition   => 't.Domain = ?',
        bind_values => [ 'RT::Ticket-Role' ],
    );
    # from group to ticket
    check_integrity(
        'Groups', 'Instance' => 'Tickets', 'id',
        condition   => 's.Domain = ?',
        bind_values => [ 'RT::Ticket-Role' ],
        action => sub {
            my $id = shift;
            return unless prompt(
                'Delete', "Found a role group of a nonexistent ticket."
            );

            delete_record( 'Groups', $id );
        },
    );
};
===

Now, custom field checks are done this way, without delete_record:
===
push @CHECKS, 'CustomFields and friends' => sub {
    #XXX: ObjectCustomFields needs more love
    check_integrity(
        'CustomFieldValues', 'CustomField' => 'CustomFields', 'id',
    );
    check_integrity(
        'ObjectCustomFieldValues', 'CustomField' => 'CustomFields', 'id',
    );
    foreach my $model ( @models ) {
        check_integrity(
            'ObjectCustomFieldValues', 'ObjectId' => m2t($model), 'id',
            condition   => 's.ObjectType = ?',
            bind_values => [ "RT::$model" ],
        );
    }
};
===

I'm not entirely safe with putting a delete_record somewhere in there.

Can someone chime in about what would be my best course of action ?

Thanks,

David Moreau Simard



--
Best regards, Ruslan.

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130901/917cf109/attachment.htm>

From ruz at bestpractical.com  Sun Sep  1 14:23:56 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sun, 1 Sep 2013 22:23:56 +0400
Subject: [rt-users] rt-validator does not delete osbolete
 ObjectCustomFieldValue records
In-Reply-To: <5AD3A6B4-24AC-41C9-AA48-CE288EA5ABAD@iweb.com>
References: <C6D14536-2278-4B72-AF96-01912C8C2FA8@iweb.com>
	<CAMOxC8vb=+Og=4-4OBU=6ZZVQPj5qkWJvFLQVKn1VGrRKKXPRQ@mail.gmail.com>
	<5AD3A6B4-24AC-41C9-AA48-CE288EA5ABAD@iweb.com>
Message-ID: <CAMOxC8uyEvWpH+pJqNHvX7Hfc5ApNwu9akMa_detg+X9vwvt0Q@mail.gmail.com>

On Sun, Sep 1, 2013 at 7:31 PM, David Moreau Simard <dmsimard at iweb.com>wrote:

> https://github.com/bestpractical/rt/pull/64


Commenting on the site. Let's keep discussion closer to the code.


-- 
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130901/9001baee/attachment.htm>

From cloos at netcologne.de  Mon Sep  2 02:31:53 2013
From: cloos at netcologne.de (Christian Loos)
Date: Mon, 02 Sep 2013 08:31:53 +0200
Subject: [rt-users] Re-send a previously attached attachment?
In-Reply-To: <520A989F.3020805@itss.co.tz>
References: <520A989F.3020805@itss.co.tz>
Message-ID: <522430D9.6040809@netcologne.de>

Am 13.08.2013 22:35, schrieb Boli:
> Hi All,
> 
> Apologies if I have missed something obvious.
> 
> How can I re-send an attachment that has previously been attached to a
> ticket without downloading it and re-attaching it.
> 
> For example, if a new requestor or CC is added to a ticket, and I want
> to get them up to date quickly by referring to previously
> discussed/attached information.
> 
> Comments/Suggestions welcomed
> 
> Regards,
> 
> Boli
> 

Try my RT::Extension::AddAttachmentsFromTransactions:
https://github.com/cloos/RT-Extension-AddAttachmentsFromTransactions

Chris


From cloos at netcologne.de  Mon Sep  2 02:48:20 2013
From: cloos at netcologne.de (Christian Loos)
Date: Mon, 02 Sep 2013 08:48:20 +0200
Subject: [rt-users] Re-send a previously attached attachment?
In-Reply-To: <20130814143617.GK2007@jibsheet.com>
References: <520A989F.3020805@itss.co.tz>
	<074C3AE4E206DC478AB4FA128B9791411686968F@OLAWPA-EXMB06.ad.garmin.com>
	<20130814143617.GK2007@jibsheet.com>
Message-ID: <522434B4.7070404@netcologne.de>

Hi Kevin,

Am 14.08.2013 16:36, schrieb Kevin Falcone:
> The alternate (attaching a previously attached attachment to a new
> reply) is something we've explored in a few branches with clients, but
> nothing we've written has stuck or been right for mainstream release.
> 
> -kevin

maybe you can share some informations on the problems with your solutions.

I created RT::Extension::AddAttachmentsFromTransactions which is based
on your 4.4/attach-from-transactions branch and this makes your users happy.

Chris


From mdrouet at randco.fr  Mon Sep  2 08:30:01 2013
From: mdrouet at randco.fr (Maximilien Drouet)
Date: Mon, 2 Sep 2013 14:30:01 +0200
Subject: [rt-users] (RT::Authen::ExternalAuth) "email exists" problem
 authenticating trough AD
In-Reply-To: <CAKhi45KOxWwhAYiV70qxOWVqCcRz-n_RHE08n4jBhgDyEnpFFg@mail.gmail.com>
References: <CAKhi45LHs=xcTkbU5A6THj9AQkTfMrZKM3GXPFGQZv6vOW2oUw@mail.gmail.com>
	<51EE4719.8030901@2ndquadrant.com>
	<CAKhi45Jvm95-6JAAKzhHcbpEzNEAMP7e+oJcS71FLbQt0sJpDg@mail.gmail.com>
	<CAKhi45K8HEm2AMTg5jE-7TsXc7=3XxTCgJvEq-FsedC+_cWfRQ@mail.gmail.com>
	<CABNx+P82v4s5YbbJHo6kd78KPvyX0xjgfMcMT4LJXKVS8+4Nxw@mail.gmail.com>
	<CABNx+P-2mS9=Zi9AR_dibVtDGtjEsE3rVwCF+abuVLqS8x7GPQ@mail.gmail.com>
	<CAKhi45Lqf=0W4EPQE9wQXJF98a0mVGRRZGPshm1fg6tojTdMgw@mail.gmail.com>
	<CAKhi45K4_=6h+wtMnv2UM6ckBdsqPkGMLUisLmciMORpQ3YKnw@mail.gmail.com>
	<CABNx+P9_j2KuBtdf0H+1fNSZ3CjQZCrOsTH7WugyJBTgM9ueFw@mail.gmail.com>
	<CAKhi45LG2EgHQKusT48vTjHZJhTS5u0=2QDzZfqO8PCFZF8Tqw@mail.gmail.com>
	<CABNx+P8zmxGpig4M4z-R9z5drU6+MkuoYdtRs7tObH=m-qKgBQ@mail.gmail.com>
	<CAKhi45KOxWwhAYiV70qxOWVqCcRz-n_RHE08n4jBhgDyEnpFFg@mail.gmail.com>
Message-ID: <CAKhi45KkJaTRo49mAOwEwiOTxZpRo5SEDsN7pWPO66jyZeJ9WA@mail.gmail.com>

Hi,


After many searches, it works for some of my users and don't work for some
others.
Is it possible that parameter $RTAddressRegexp interfers with
RT::Authen::ExternalAuth
?

On Active directory side no error, only successes logs.

Do you no about any other debug options I could use ?




Thanks


On Wed, Aug 21, 2013 at 12:33 PM, Maximilien Drouet <mdrouet at randco.fr>wrote:

> Hi Nathan,
>
> After many searchs with your help and our AD Administrator we found that
> the account was not authorized.
>
> I was given another one and now, command line binds and authenticate well
> but no chance with RT. Here is the command line
>
> ldapsearch -LLL -H ldap://myserver.mydomain.local -x -D
> 'mydomain\ldapuser' -W -b ou=FR,dc=mydomain,dc=local uid=mysuer
>
> and the output.
>
>
> dn: CN=Firstname Lastname,OU=z - y - x,OU=city,OU=Users &
> Clients,OU=mydomain,OU=FR,DC=mydomain,DC=local
>  v
> objectClass: top
> objectClass: person
> objectClass: organizationalPerson
> objectClass: user
> cn: Firstname Lastname
> sn: Lastname
> c: FR
> l: city
> title: myTitle
> postalCode: Zipcode
> physicalDeliveryOfficeName: z - y - x
> telephoneNumber: myTelephonenumber
> givenName: FirstName
> distinguishedName: CN=Firstname Lastname,OU=z - y - x,OU=city,OU=Users &
> Clients,OU=mydomain,OU=FR,
>  DC=mydomain,DC=local
> instanceType: 4
> whenCreated: 20100701014148.0Z
> whenChanged: 20130821001737.0Z
> displayName: Firstname Lastname
> uSNCreated: 73679
> memberOf: CN=LL.microsoftproject,OU=SDG Groups,DC=mydomain,DC=local
> memberOf: CN=LL.Crystal.Reports.XI,OU=SDG Groups,DC=mydomain,DC=local
> memberOf: CN=LL.IE8,OU=SDG Groups,DC=mydomain,DC=local
> memberOf: CN=LL.itop,OU=Groups,OU=mydomain,OU=FR,DC=mydomain,DC=local
> memberOf: CN=LL.msvisio2003,OU=SDG Groups,DC=mydomain,DC=local
> memberOf: CN=LL.ClickToCall,OU=SDG Groups,DC=mydomain,DC=local
> memberOf:
> CN=mydomain.LL.dsi,OU=Groups,OU=mydomain,OU=FR,DC=mydomain,DC=local
> uSNChanged: 10019507
> co: FRANCE
> department: z - y - x
> streetAddress: myaddress
> name: Firstname Lastname
> objectGUID:: l8cI/GO3KEOyA0E8neccKA==
> userAccountControl: 544
> badPwdCount: 0
> codePage: 0
> countryCode: 250
> badPasswordTime: 130215493735596806
> lastLogoff: 0
> lastLogon: 130214762950697235
> pwdLastSet: 130214610102266437
> primaryGroupID: 513
> objectSid:: AQUAAAAAAAUVAAAAEQz3vwuoUpdtKTGZJPEAAA==
> accountExpires: 130251384000000000
> logonCount: 197
> sAMAccountName: mysuer
> sAMAccountType: 805306368
> userPrincipalName: mymail
> lockoutTime: 0
> objectCategory: CN=Person,CN=Schema,CN=Configuration,DC=mydomain,DC=local
> dSCorePropagationData: 20130524093118.0Z
> dSCorePropagationData: 20130523093743.0Z
> dSCorePropagationData: 16010101000001.0Z
> lastLogonTimestamp: 130214610103032919
> uid: mysuer
> mail: mymail
>
>
>
> I'm quite confused with the RT configuration file and it's option, even
> looking at the documentation I'm a litte bit lost, maybe the problem is
> there.
>
> Here is the RT_Config extract
>
> # External Authentication Configuration
> Set($ExternalAuthPriority,  [ 'My_LDAP']);
> Set($ExternalInfoPriority,  [ 'My_LDAP']);
> Set($ExternalSettings, {
>
>   # AN EXAMPLE LDAP SERVICE
>     'My_LDAP'       =>  {
>         'type'                      =>  'ldap',
>         'server'                    =>  'myserver.mydomain.local',
>         'user'                      =>  'ldapaccount',
>         'pass'                      =>  'ldapaccountpassword',
>         'base'                      =>  'ou=FR,dc=mydomain,dc=local',
>         'filter'                    =>
>  '(&(ObjectCategory=User)(ObjectClass=Person))',
>
>         'd_filter'                  =>
>  '(userAccountControl:1.2.840.113556.1.4.803:=2)',
>         'group'                     =>  'OU=Users &
> Clients,OU=MYDOMAIN,OU=FR,DC=mydomain,DC=local',
>         'group_attr'                =>  'member',
>         'tls'                       =>  0,
>         'ssl_version'               =>  3,
>
>         'net_ldap_args'             => [    version =>  3   ],
>         'group_scope'               =>  'base',
>         'group_attr_value'          =>  '*',
>         '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'
>         },
>     },
> } );
>
>
> Any other Idea ?
>
>
> --
> Regards
>
> Maximilien
>
>
>
>
>


-- 
Regards


Maximilien
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130902/1b464102/attachment.htm>

From alexdecalli71 at gmail.com  Mon Sep  2 08:30:20 2013
From: alexdecalli71 at gmail.com (Alex Decalli)
Date: Mon, 2 Sep 2013 14:30:20 +0200
Subject: [rt-users] pbcat.something tables
Message-ID: <CANUk3YOGKPD39O=8j3-fvv8yBc=i4By43x5tUb+k4yeFh1CcVA@mail.gmail.com>

Hi RT-players

Does anybody know what are these tables in RT database starting with pbcat,
like pbcatcol, pbcatedt and ...? Someone says:

"As far as I know, those are tables PB uses and are not to be directly
modfied by a user. I'm in PB 9 but from the help using PBCatalogOwner DBParm
parameter:

"Specifies a nondefault owner for the extended attribute system tables.
These five tables contain default extended attribute information for your
database. "

When you set up attributes for your tables, that's when these tables are
populated."
I like to know more about this. I am not very good in mysql and I need to
know how is the impact on these tables?

And by the way, what are "some-rt-table-FTSI"?? Does database makes them
automatically too??

Thanks...
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130902/8c6ba810/attachment.htm>

From oliver.weinmann at telespazio-vega.de  Mon Sep  2 09:14:21 2013
From: oliver.weinmann at telespazio-vega.de (Oliver Weinmann)
Date: Mon, 2 Sep 2013 13:14:21 +0000
Subject: [rt-users] RT 4.0.4 behind Apache Reverse Proxy with mod_auth_kerb
In-Reply-To: <767138E0D064A148B03FE8EC1E9325A2485A27A0@GEDASPW05.a.space.corp>
References: <767138E0D064A148B03FE8EC1E9325A2485A27A0@GEDASPW05.a.space.corp>
Message-ID: <767138E0D064A148B03FE8EC1E9325A2485A37BE@GEDASPW05.a.space.corp>

Hi all,

we have successfully setup RT 4.0.4 with ldap_import and mod_auth_kerb. Now we need to get the setup running through our reverse proxy.

What we have on our reverse proxy is this:

ProxyPass        /rt/             http://hostname.local/rt/ max=100
ProxyPassReverse /rt/             http://hostname.local/rt/

        RedirectMatch ^/$ /rt/

        # Proxy all locations
        <Proxy *>
                AddDefaultCharset off
                Order deny,allow
                Deny from none
        </Proxy>


        <Location /rt>
        AuthType Kerberos
        AuthName "Kerberos Login"
        KrbAuthRealms KRB5.LOCAL
        Krb5KeyTab /etc/apache2/host.keytab
        KrbMethodNegotiate on
        KrbAuthoritative on
        KrbMethodK5Passwd off
        KrbSaveCredentials on
        require valid-user

        # SSO
        RewriteEngine On
        RewriteCond %{LA-U:REMOTE_USER} (.+)$
        RewriteRule . - [E=RU:%1]
        RequestHeader set REMOTE_USER %{RU}e

        </Location>

Running tcpdump we can see that REMOTE_USER is set and send to the host hosting RT. It looks like RT is not picking it up. As far as I understood is that my user gets authenticated at the proxy and RT should trust these credentials and log in the user.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130902/fe313c1c/attachment.htm>

From misilot at fit.edu  Mon Sep  2 09:41:54 2013
From: misilot at fit.edu (Thomas  Misilo)
Date: Mon, 2 Sep 2013 13:41:54 +0000
Subject: [rt-users] Upgrading from 4.0.5 to 4.0.17
In-Reply-To: <20130829203316.GO84863@jibsheet.com>
References: <62CE05ACA8D0F145A68573455B2F6BF66E4B1608@EX10-BE1.fit.edu>
	<20130829203316.GO84863@jibsheet.com>
Message-ID: <62CE05ACA8D0F145A68573455B2F6BF66E78D2E7@EX10-BE1.fit.edu>

Thanks Kevin, Everything seemed to have worked :)

-----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, August 29, 2013 4:33 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Upgrading from 4.0.5 to 4.0.17

On Thu, Aug 29, 2013 at 05:46:16PM +0000, Thomas  Misilo wrote:
>    I just want to verify the steps I would need to take in order to upgrade to the latest version
>    of RT.
> 
>    Currently I have setup
> 
>    /opt/rt4.0.5
> 
>    /opt/rt4 `a symlink to 4.0.5
> 
>    /opt/rt-4.0.17
> 
>    I know I will need to copy the the RT_SiteConfig.pm to the new version. Will I need to copy
>    any files (other than my theme) over?

You should not copy any files other than the config or other local modifications.

There are database changes between those versions you will need to run.

You should be following any upgrading steps listed in the README and
UPGRADING-4.0 document.

http://bestpractical.com/docs/rt/latest/README.html
http://bestpractical.com/docs/rt/latest/UPGRADING-4.0.html#UPGRADING-FROM-4.0.5-AND-EARLIER

-kevin


From presnypreklad at gmail.com  Mon Sep  2 10:04:27 2013
From: presnypreklad at gmail.com (Nathan Cutler)
Date: Mon, 2 Sep 2013 16:04:27 +0200
Subject: [rt-users] How to list all enabled users in Perl script?
Message-ID: <CABNx+P_Z3m=ErTwrZAnCMAsn7sXGXOGqbjU-WU8Jhtk-iCBXHQ@mail.gmail.com>

Greetings:

RT 4.0.17.  In the web UI, when I list all enabled users by selecting
'%' I get a list of about 152 users (approximately). Now, I have
written a Perl script that is supposed to list all enabled RT users.
When I run it, it finds 147 users and lists them in alphabetical
order. But approximately 5 users at the end of the alphabet ('Name'
starting with 'v', 'w', 'x', 'y', or 'z') are missing. For the life of
me I can't figure out why. Any ideas?

use strict;
use warnings;

use RT;
use RT::User;
use RT::Users;

BEGIN {
    RT->LoadConfig;
    RT->Init;
}

my $RT_enabled_users = RT::Users->new($RT::SystemUser);
$RT_enabled_users->LimitToEnabled;

my $loop_count = 0;
while (my $current_user = $RT_enabled_users->Next) {

   $loop_count += 1;

   my $uid = $current_user->Name;
   my $real_name = $current_user->RealName;
   my $rt_email = $current_user->EmailAddress;

   print "$loop_count: '$uid' -- $real_name -- $rt_email\n";

}

print "Loop count: $loop_count\n";

Thanks alot,
Nathan


From presnypreklad at gmail.com  Mon Sep  2 12:41:42 2013
From: presnypreklad at gmail.com (Nathan Cutler)
Date: Mon, 2 Sep 2013 18:41:42 +0200
Subject: [rt-users] (RT::Authen::ExternalAuth) "email exists" problem
 authenticating trough AD
In-Reply-To: <CAKhi45KkJaTRo49mAOwEwiOTxZpRo5SEDsN7pWPO66jyZeJ9WA@mail.gmail.com>
References: <CAKhi45LHs=xcTkbU5A6THj9AQkTfMrZKM3GXPFGQZv6vOW2oUw@mail.gmail.com>
	<51EE4719.8030901@2ndquadrant.com>
	<CAKhi45Jvm95-6JAAKzhHcbpEzNEAMP7e+oJcS71FLbQt0sJpDg@mail.gmail.com>
	<CAKhi45K8HEm2AMTg5jE-7TsXc7=3XxTCgJvEq-FsedC+_cWfRQ@mail.gmail.com>
	<CABNx+P82v4s5YbbJHo6kd78KPvyX0xjgfMcMT4LJXKVS8+4Nxw@mail.gmail.com>
	<CABNx+P-2mS9=Zi9AR_dibVtDGtjEsE3rVwCF+abuVLqS8x7GPQ@mail.gmail.com>
	<CAKhi45Lqf=0W4EPQE9wQXJF98a0mVGRRZGPshm1fg6tojTdMgw@mail.gmail.com>
	<CAKhi45K4_=6h+wtMnv2UM6ckBdsqPkGMLUisLmciMORpQ3YKnw@mail.gmail.com>
	<CABNx+P9_j2KuBtdf0H+1fNSZ3CjQZCrOsTH7WugyJBTgM9ueFw@mail.gmail.com>
	<CAKhi45LG2EgHQKusT48vTjHZJhTS5u0=2QDzZfqO8PCFZF8Tqw@mail.gmail.com>
	<CABNx+P8zmxGpig4M4z-R9z5drU6+MkuoYdtRs7tObH=m-qKgBQ@mail.gmail.com>
	<CAKhi45KOxWwhAYiV70qxOWVqCcRz-n_RHE08n4jBhgDyEnpFFg@mail.gmail.com>
	<CAKhi45KkJaTRo49mAOwEwiOTxZpRo5SEDsN7pWPO66jyZeJ9WA@mail.gmail.com>
Message-ID: <CABNx+P92dHySpXbumtrgNi5g_HNN-9hUHOx70oZokK6O+mB2Yw@mail.gmail.com>

Hi

> Is it possible that parameter $RTAddressRegexp interfers with
> RT::Authen::ExternalAuth ?

I doubt it.

> On Active directory side no error, only successes logs.

Are you saying that a user attempts to log in, you see successful LDAP
bind on the LDAP server, and RT login fails? If so, please send us the
relevant debug-level RT log excerpt. Also the LDAP server log excerpt
if possible.

> Do you no about any other debug options I could use ?

I did notice that, after upgrading to RT 4.0.17 and ExternalAuth 0.12,
I get much more detailed debug-level log messages for ExternalAuth.

Hope this helps.

Nathan


From ruz at bestpractical.com  Tue Sep  3 05:04:58 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 3 Sep 2013 13:04:58 +0400
Subject: [rt-users] How to list all enabled users in Perl script?
In-Reply-To: <CABNx+P_Z3m=ErTwrZAnCMAsn7sXGXOGqbjU-WU8Jhtk-iCBXHQ@mail.gmail.com>
References: <CABNx+P_Z3m=ErTwrZAnCMAsn7sXGXOGqbjU-WU8Jhtk-iCBXHQ@mail.gmail.com>
Message-ID: <CAMOxC8vz2h1dToDaGHwgRXSUrgCPXO459QzJF0yDw6L=h2n5kQ@mail.gmail.com>

Call `print $RT_enabled_users->BuildSelectQuery, "\n";`, check SQL manually
and it is correct then move to Next function.


On Mon, Sep 2, 2013 at 6:04 PM, Nathan Cutler <presnypreklad at gmail.com>wrote:

> Greetings:
>
> RT 4.0.17.  In the web UI, when I list all enabled users by selecting
> '%' I get a list of about 152 users (approximately). Now, I have
> written a Perl script that is supposed to list all enabled RT users.
> When I run it, it finds 147 users and lists them in alphabetical
> order. But approximately 5 users at the end of the alphabet ('Name'
> starting with 'v', 'w', 'x', 'y', or 'z') are missing. For the life of
> me I can't figure out why. Any ideas?
>
> use strict;
> use warnings;
>
> use RT;
> use RT::User;
> use RT::Users;
>
> BEGIN {
>     RT->LoadConfig;
>     RT->Init;
> }
>
> my $RT_enabled_users = RT::Users->new($RT::SystemUser);
> $RT_enabled_users->LimitToEnabled;
>
> my $loop_count = 0;
> while (my $current_user = $RT_enabled_users->Next) {
>
>    $loop_count += 1;
>
>    my $uid = $current_user->Name;
>    my $real_name = $current_user->RealName;
>    my $rt_email = $current_user->EmailAddress;
>
>    print "$loop_count: '$uid' -- $real_name -- $rt_email\n";
>
> }
>
> print "Loop count: $loop_count\n";
>
> Thanks alot,
> Nathan
>



-- 
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130903/81b74c8e/attachment.htm>

From presnypreklad at gmail.com  Tue Sep  3 06:29:39 2013
From: presnypreklad at gmail.com (Nathan Cutler)
Date: Tue, 3 Sep 2013 12:29:39 +0200
Subject: [rt-users] Fwd:  How to list all enabled users in Perl script?
In-Reply-To: <CABNx+P_S2yAUK7HQJo3f2U7TBj4tD5=bCQKaEFtRQ4NCwCRvKQ@mail.gmail.com>
References: <CABNx+P_Z3m=ErTwrZAnCMAsn7sXGXOGqbjU-WU8Jhtk-iCBXHQ@mail.gmail.com>
	<CAMOxC8vz2h1dToDaGHwgRXSUrgCPXO459QzJF0yDw6L=h2n5kQ@mail.gmail.com>
	<CABNx+P_S2yAUK7HQJo3f2U7TBj4tD5=bCQKaEFtRQ4NCwCRvKQ@mail.gmail.com>
Message-ID: <CABNx+P_uydv4rO3GBJCPg=6SJaLTBp7WmQRo38FZprHNVKDX0Q@mail.gmail.com>

> Call `print $RT_enabled_users->BuildSelectQuery, "\n";`, check SQL manually
> and it is correct then move to Next function.

Thanks, Ruslan. I tried your suggestion. It outputs the following
SELECT statement:

SELECT DISTINCT main.* FROM Users main JOIN Principals Principals_1
ON ( Principals_1.id = main.id )  WHERE (Principals_1.Disabled = '0')
AND (Principals_1.PrincipalType = 'User')  ORDER BY main.Name ASC

which I cut-and-pasted into the mysql prompt. This gives me 167 rows
in alphabetical order. The Perl script's output, however, shows only
151 rows.

I changed the SELECT statement to output just main.Name (into a file).
Then, I modified my script to output just the Name of each enabled
user (also to a file). And then I diffed the two resulting files. The
SELECT statement yields 16 more users than the Perl script does.

Here's my guess at what's happening: I'm using the MergeUsers
extension. The SELECT statement ignores the fact that some of the
users have been merged, and simply grabs them all. The Perl script, by
contrast, attempts to get only those users that have not been merged
into other users. But for some reason it fails to do this correctly,
leaving out more users than it should. Significantly, it leaves out 8
users at the end of the list. This would indicate that it's getting a
wrong count of the number of non-merged users. Once it reaches the end
of the count, it simply ignores the remaining users, even though they
are non-merged.

It's quite possible that I have merged 8 users. These 8 are not in the
list generated by the Perl script. In addition to these 8, another 8
(at the end of the alphabet) are also missing. It's very weird and it
definitely smells like a bug.

Any ideas appreciated.

Nathan


From ruz at bestpractical.com  Tue Sep  3 07:05:15 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 3 Sep 2013 15:05:15 +0400
Subject: [rt-users] Fwd: How to list all enabled users in Perl script?
In-Reply-To: <CABNx+P_uydv4rO3GBJCPg=6SJaLTBp7WmQRo38FZprHNVKDX0Q@mail.gmail.com>
References: <CABNx+P_Z3m=ErTwrZAnCMAsn7sXGXOGqbjU-WU8Jhtk-iCBXHQ@mail.gmail.com>
	<CAMOxC8vz2h1dToDaGHwgRXSUrgCPXO459QzJF0yDw6L=h2n5kQ@mail.gmail.com>
	<CABNx+P_S2yAUK7HQJo3f2U7TBj4tD5=bCQKaEFtRQ4NCwCRvKQ@mail.gmail.com>
	<CABNx+P_uydv4rO3GBJCPg=6SJaLTBp7WmQRo38FZprHNVKDX0Q@mail.gmail.com>
Message-ID: <CAMOxC8tmFD7wTCOxHvEVrtK6DAgb+eDaxD3S5huprP4-XNxYwg@mail.gmail.com>

Find `sub Next` in lib/RT/Extension/MergeUsers.pm, put logging or printing
debug statements there to check what is going on.


On Tue, Sep 3, 2013 at 2:29 PM, Nathan Cutler <presnypreklad at gmail.com>wrote:

> > Call `print $RT_enabled_users->BuildSelectQuery, "\n";`, check SQL
> manually
> > and it is correct then move to Next function.
>
> Thanks, Ruslan. I tried your suggestion. It outputs the following
> SELECT statement:
>
> SELECT DISTINCT main.* FROM Users main JOIN Principals Principals_1
> ON ( Principals_1.id = main.id )  WHERE (Principals_1.Disabled = '0')
> AND (Principals_1.PrincipalType = 'User')  ORDER BY main.Name ASC
>
> which I cut-and-pasted into the mysql prompt. This gives me 167 rows
> in alphabetical order. The Perl script's output, however, shows only
> 151 rows.
>
> I changed the SELECT statement to output just main.Name (into a file).
> Then, I modified my script to output just the Name of each enabled
> user (also to a file). And then I diffed the two resulting files. The
> SELECT statement yields 16 more users than the Perl script does.
>
> Here's my guess at what's happening: I'm using the MergeUsers
> extension. The SELECT statement ignores the fact that some of the
> users have been merged, and simply grabs them all. The Perl script, by
> contrast, attempts to get only those users that have not been merged
> into other users. But for some reason it fails to do this correctly,
> leaving out more users than it should. Significantly, it leaves out 8
> users at the end of the list. This would indicate that it's getting a
> wrong count of the number of non-merged users. Once it reaches the end
> of the count, it simply ignores the remaining users, even though they
> are non-merged.
>
> It's quite possible that I have merged 8 users. These 8 are not in the
> list generated by the Perl script. In addition to these 8, another 8
> (at the end of the alphabet) are also missing. It's very weird and it
> definitely smells like a bug.
>
> Any ideas appreciated.
>
> Nathan
>



-- 
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130903/7624e04d/attachment.htm>

From presnypreklad at gmail.com  Tue Sep  3 08:28:11 2013
From: presnypreklad at gmail.com (Nathan Cutler)
Date: Tue, 3 Sep 2013 14:28:11 +0200
Subject: [rt-users] Fwd: How to list all enabled users in Perl script?
In-Reply-To: <CAMOxC8tmFD7wTCOxHvEVrtK6DAgb+eDaxD3S5huprP4-XNxYwg@mail.gmail.com>
References: <CABNx+P_Z3m=ErTwrZAnCMAsn7sXGXOGqbjU-WU8Jhtk-iCBXHQ@mail.gmail.com>
	<CAMOxC8vz2h1dToDaGHwgRXSUrgCPXO459QzJF0yDw6L=h2n5kQ@mail.gmail.com>
	<CABNx+P_S2yAUK7HQJo3f2U7TBj4tD5=bCQKaEFtRQ4NCwCRvKQ@mail.gmail.com>
	<CABNx+P_uydv4rO3GBJCPg=6SJaLTBp7WmQRo38FZprHNVKDX0Q@mail.gmail.com>
	<CAMOxC8tmFD7wTCOxHvEVrtK6DAgb+eDaxD3S5huprP4-XNxYwg@mail.gmail.com>
Message-ID: <CABNx+P-YBLLc+wpWBga3s8RdNXx-NQEJtx55YmeGr1498POGQg@mail.gmail.com>

> Find `sub Next` in lib/RT/Extension/MergeUsers.pm, put logging or printing
> debug statements there to check what is going on.

OK, I'll try that. I ran some more tests on my testing RT instance.
Here's what I just found out:

When no users are merged, the script produces the same output (same
users, same number of users) as the SELECT statement. When I then go
and merge a single user into another user, the number of users
produced by the script decreases by *two* -- the merged user *plus*
the alphabetically last user.

For example: with no users merged, the SELECT and the script both
return 63 rows (users). After user X is merged into user Y, the script
returns 61 rows (users), instead of 62 that would be expected. The two
missing users are user X and user Z (the last user in the alphabetical
listing produced by SELECT).

In my production instance, I have 8 merged users and the number of
users produced by the script is 16 less than the SELECT listing. In
addition to the 8 merged users, the 8 users at the end of the alphabet
are missing.

So it looks like an "off-by-one" bug.

Nathan


From ruz at bestpractical.com  Tue Sep  3 15:46:39 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 3 Sep 2013 23:46:39 +0400
Subject: [rt-users] RT 4.0.4 behind Apache Reverse Proxy with
	mod_auth_kerb
In-Reply-To: <767138E0D064A148B03FE8EC1E9325A2485A37BE@GEDASPW05.a.space.corp>
References: <767138E0D064A148B03FE8EC1E9325A2485A27A0@GEDASPW05.a.space.corp>
	<767138E0D064A148B03FE8EC1E9325A2485A37BE@GEDASPW05.a.space.corp>
Message-ID: <CAMOxC8t0pVSMsRLpBUnhQTm1Whfy8Z5aOYMwaYgXs17pp6L31g@mail.gmail.com>

Hi,

Why do you expect remote server where you host RT to respect REMOTE_USER
and not to drop it? If a web server would pass remotely provided
REMOTE_USER further to an app without additional configuration then we
wouldn't use it for authentication.


On Mon, Sep 2, 2013 at 5:14 PM, Oliver Weinmann <
oliver.weinmann at telespazio-vega.de> wrote:

>  Hi all,****
>
> ** **
>
> we have successfully setup RT 4.0.4 with ldap_import and mod_auth_kerb.
> Now we need to get the setup running through our reverse proxy.****
>
> ** **
>
> What we have on our reverse proxy is this:****
>
> ** **
>
> ProxyPass        /rt/             http://hostname.local/rt/ max=100****
>
> ProxyPassReverse /rt/             http://hostname.local/rt/****
>
> ** **
>
>         RedirectMatch ^/$ /rt/****
>
> ** **
>
>         # Proxy all locations****
>
>         <Proxy *>****
>
>                 AddDefaultCharset off****
>
>                 Order deny,allow****
>
>                 Deny from none****
>
>         </Proxy>****
>
> ** **
>
> ** **
>
>         <Location /rt>****
>
>         AuthType Kerberos****
>
>         AuthName "Kerberos Login"****
>
>         KrbAuthRealms KRB5.LOCAL****
>
>         Krb5KeyTab /etc/apache2/host.keytab****
>
>         KrbMethodNegotiate on****
>
>         KrbAuthoritative on****
>
>         KrbMethodK5Passwd off****
>
>         KrbSaveCredentials on****
>
>         require valid-user****
>
> ** **
>
>         # SSO****
>
>         RewriteEngine On****
>
>         RewriteCond %{LA-U:REMOTE_USER} (.+)$****
>
>         RewriteRule . - [E=RU:%1]****
>
>         RequestHeader set REMOTE_USER %{RU}e****
>
> ** **
>
>         </Location>****
>
> ** **
>
> Running tcpdump we can see that REMOTE_USER is set and send to the host
> hosting RT. It looks like RT is not picking it up. As far as I understood
> is that my user gets authenticated at the proxy and RT should trust these
> credentials and log in the user.****
>



-- 
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130903/7f5d4ade/attachment.htm>

From ruz at bestpractical.com  Tue Sep  3 15:53:47 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 3 Sep 2013 23:53:47 +0400
Subject: [rt-users] pbcat.something tables
In-Reply-To: <CANUk3YOGKPD39O=8j3-fvv8yBc=i4By43x5tUb+k4yeFh1CcVA@mail.gmail.com>
References: <CANUk3YOGKPD39O=8j3-fvv8yBc=i4By43x5tUb+k4yeFh1CcVA@mail.gmail.com>
Message-ID: <CAMOxC8ubP9GRKbb7GiK1whL4ydytvDH3hRoqXy8baxB3fimwVw@mail.gmail.com>

Hi,

These are not RT tables, these are not mysql special tables. Google says
that pbc* are from Power Builder app. Ask on power builder forums.


On Mon, Sep 2, 2013 at 4:30 PM, Alex Decalli <alexdecalli71 at gmail.com>wrote:

> Hi RT-players
>
> Does anybody know what are these tables in RT database starting with
> pbcat, like pbcatcol, pbcatedt and ...? Someone says:
>
> "As far as I know, those are tables PB uses and are not to be directly
> modfied by a user. I'm in PB 9 but from the help using PBCatalogOwner
> DBParm
> parameter:
>
> "Specifies a nondefault owner for the extended attribute system tables.
> These five tables contain default extended attribute information for your
> database. "
>
> When you set up attributes for your tables, that's when these tables are
> populated."
> I like to know more about this. I am not very good in mysql and I need to
> know how is the impact on these tables?
>
> And by the way, what are "some-rt-table-FTSI"?? Does database makes them
> automatically too??
>
> Thanks...
>



-- 
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130903/620b0de1/attachment.htm>

From falcone at bestpractical.com  Tue Sep  3 17:04:50 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 3 Sep 2013 17:04:50 -0400
Subject: [rt-users] Re-send a previously attached attachment?
In-Reply-To: <522434B4.7070404@netcologne.de>
References: <520A989F.3020805@itss.co.tz>
	<074C3AE4E206DC478AB4FA128B9791411686968F@OLAWPA-EXMB06.ad.garmin.com>
	<20130814143617.GK2007@jibsheet.com>
	<522434B4.7070404@netcologne.de>
Message-ID: <20130903210450.GT84863@jibsheet.com>

On Mon, Sep 02, 2013 at 08:48:20AM +0200, Christian Loos wrote:
> Hi Kevin,
> 
> Am 14.08.2013 16:36, schrieb Kevin Falcone:
> > The alternate (attaching a previously attached attachment to a new
> > reply) is something we've explored in a few branches with clients, but
> > nothing we've written has stuck or been right for mainstream release.
> 
> maybe you can share some informations on the problems with your solutions.
> 
> I created RT::Extension::AddAttachmentsFromTransactions which is based
> on your 4.4/attach-from-transactions branch and this makes your users happy.

I have not worked with your extension yet, but as I recall the two
largest complaints with the branch as-is were:

Display of attachments on the new replies (they aren't true
attachments, and render in a funny way and were otherwise not as
obvious as needed).  Fixed if we better fake-up the attachment record.

Picking attachments from multiple transactions, especially on long
attachment heavy tickets.  This is a desirable feature, but just
providing a list of all attachments is... unusable.  We've played with
a few other UX ideas also.

There's a longer internal writeup of problems with the branch, but it
has some customer-specific things in it.  I do hope we can find a
solution for 4.4 but at this point we've missed the 4.2 window.

As the recent blog posts may make clear, we're getting closer and
closer to 4.2.0rc1.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130903/dbd3b268/attachment.sig>

From swilsonau at gmail.com  Tue Sep  3 22:53:29 2013
From: swilsonau at gmail.com (Sam Wilson)
Date: Wed, 4 Sep 2013 12:53:29 +1000
Subject: [rt-users] Mail via ticket ID rather than queue
Message-ID: <CAGegG0tGeAB+MLdiF=cMB8m41AFzhEhPzEv5BiKewgBzEJXcqg@mail.gmail.com>

Hi rt-users,

I have configured a multiple queue RT instance with mailgate as follows, we
create new tickets in the support queue before moving them to specific
queues to be worked on and closed.

support at example.com
queue1 at example.com
queue2 at example.com

By itself mailgate is working fine. For example I can raise a ticket
directly in queue1 via email.

The issue is around the process of creating all tickets in the support pool
before moving to a different queue. This means that users who reply to
support at example.com after having the ticket moved will actually duplicate a
new ticket with a new ID as their original ticket is now at
queue2 at example.com.

Has anyone used mailgate where the reply address is actually the ticket ID
like ticket-123 at rt.example.com or some other solution to solve the multiple
ticket issue described above?

If it helps the MTA is postfix using /etc/aliases with pipe's to mailgate.

Cheers,

Sam
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130904/8f4e27bf/attachment.htm>

From oliver.weinmann at telespazio-vega.de  Wed Sep  4 02:37:36 2013
From: oliver.weinmann at telespazio-vega.de (Oliver Weinmann)
Date: Wed, 4 Sep 2013 06:37:36 +0000
Subject: [rt-users] RT 4.0.4 behind Apache Reverse Proxy with
 mod_auth_kerb
In-Reply-To: <CAMOxC8t0pVSMsRLpBUnhQTm1Whfy8Z5aOYMwaYgXs17pp6L31g@mail.gmail.com>
References: <767138E0D064A148B03FE8EC1E9325A2485A27A0@GEDASPW05.a.space.corp>
	<767138E0D064A148B03FE8EC1E9325A2485A37BE@GEDASPW05.a.space.corp>
	<CAMOxC8t0pVSMsRLpBUnhQTm1Whfy8Z5aOYMwaYgXs17pp6L31g@mail.gmail.com>
Message-ID: <767138E0D064A148B03FE8EC1E9325A2485A5622@GEDASPW05.a.space.corp>

Hi,

there are these settings in RT:

# tells RT to use the REMOTE_USER provided by the web server
Set($WebExternalAuth , 1);
 # tells RT to display its normal login screen if REMOTE_USER fails
Set($WebFallbackToInternalAuth , 1);
 # tells RT to create users automatically if no user matching REMOTE_USER is found
Set($WebExternalAuto , 1);

I have them all set except the last one as we use LDAPImport. So I would expect RT to not drop the REMOTE_USER. Or is this obsolete?

Best Regards,
Oliver
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: Dienstag, 3. September 2013 21:47
To: Oliver Weinmann
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT 4.0.4 behind Apache Reverse Proxy with mod_auth_kerb

Hi,

Why do you expect remote server where you host RT to respect REMOTE_USER and not to drop it? If a web server would pass remotely provided REMOTE_USER further to an app without additional configuration then we wouldn't use it for authentication.

On Mon, Sep 2, 2013 at 5:14 PM, Oliver Weinmann <oliver.weinmann at telespazio-vega.de<mailto:oliver.weinmann at telespazio-vega.de>> wrote:
Hi all,

we have successfully setup RT 4.0.4 with ldap_import and mod_auth_kerb. Now we need to get the setup running through our reverse proxy.

What we have on our reverse proxy is this:

ProxyPass        /rt/             http://hostname.local/rt/ max=100
ProxyPassReverse /rt/             http://hostname.local/rt/

        RedirectMatch ^/$ /rt/

        # Proxy all locations
        <Proxy *>
                AddDefaultCharset off
                Order deny,allow
                Deny from none
        </Proxy>


        <Location /rt>
        AuthType Kerberos
        AuthName "Kerberos Login"
        KrbAuthRealms KRB5.LOCAL
        Krb5KeyTab /etc/apache2/host.keytab
        KrbMethodNegotiate on
        KrbAuthoritative on
        KrbMethodK5Passwd off
        KrbSaveCredentials on
        require valid-user

        # SSO
        RewriteEngine On
        RewriteCond %{LA-U:REMOTE_USER} (.+)$
        RewriteRule . - [E=RU:%1]
        RequestHeader set REMOTE_USER %{RU}e

        </Location>

Running tcpdump we can see that REMOTE_USER is set and send to the host hosting RT. It looks like RT is not picking it up. As far as I understood is that my user gets authenticated at the proxy and RT should trust these credentials and log in the user.



--
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130904/bf147377/attachment.htm>

From RMatera at esselte.com  Wed Sep  4 04:16:16 2013
From: RMatera at esselte.com (Rafal Matera)
Date: Wed, 4 Sep 2013 10:16:16 +0200
Subject: [rt-users] Result page not up to date after TransactionBatch scrips
Message-ID: <OFC4043D5D.B87FFECB-ONC1257BDB.0042D69F-C1257BDC.002D6F57@esselte.com>


Hello,

We use RT 4.0.13, We customized our installation by some scrips. Part of
them have to work in TransactionBatch mode.
One of the scrips changes the ticket owner on queue change. This is done by
scrip working in mentioned TransactionBatch mode.

When the queue is changed on Basics screen (Ticket/Modify.html), scrip is
executed without a failure.
The problem is that result page shows the OLD VALUE of the owner.
Clicking Display or Basics again shows that owner was really changed by the
scrip.

The problem exists on blank RT instance as well (only one new queue and
following scrip created).

   <CustomPrepareCode>1;</CustomPrepareCode>
   <Queue>0</Queue>
   <ScripAction>User Defined</ScripAction>
   <ScripCondition>User Defined</ScripCondition>
   <Stage>TransactionBatch</Stage>
   <Template>Blank</Template>
   <CustomCommitCode>
      my ($status_id, $status_msg);
      my $qId;
      my @batch = @{ $self->TicketObj->TransactionBatch };

      foreach my $trans ( @batch ) {

          if ($trans->Type eq 'Set' && $trans->Field eq 'Queue') {
           #if queue changed to COE_XX set owner to opcenter
            $qId = $trans->NewValue;
            my $qObj = new RT::Queue($RT::SystemUser);
            $qObj->Load($qId);
            if ($qObj->Name eq 'COE_XX')
            {
              ($status_id, $status_msg) = $self->TicketObj->SetOwner
      ('opcenter', 'Force');
              $RT::Logger->info("Change owner: $status_msg");
              return !$status_id;
            }

          #in other cases, just set owner to nobody
          ($status_id, $status_msg) = $self->TicketObj->SetOwner(RT::Nobody
      (), 'Force');
          $RT::Logger->info("Change owner: $status_msg");
          return 1;
          }

      }
      1;
   </CustomCommitCode>
   <CustomIsApplicableCode>
      my @batch = @{ $self->TicketObj->TransactionBatch };
      foreach my $trans ( @batch )
      {
        return 1 if ($trans->Field eq "Queue");
      }
      return 0;
   </CustomIsApplicableCode>

Do you have any idea, how to force RT to show current values on result
page ?

Best regards,
Rafal



From presnypreklad at gmail.com  Wed Sep  4 05:52:24 2013
From: presnypreklad at gmail.com (Nathan Cutler)
Date: Wed, 4 Sep 2013 11:52:24 +0200
Subject: [rt-users] Fwd: Need Help on RT
In-Reply-To: <1170296620-1378226957-cardhu_decombobulator_blackberry.rim.net-861988804-@b1.c17.bise7.blackberry>
References: <1170296620-1378226957-cardhu_decombobulator_blackberry.rim.net-861988804-@b1.c17.bise7.blackberry>
Message-ID: <CABNx+P-Zdr-A2GE2Kz9DkhS3P_d7ZKE=Tc0ENCRDTPHc0ZP3EA@mail.gmail.com>

This got directed to my personal mail by mistake -- forwarding to the list.

---------- Forwarded message ----------

Dear Concern,

I need help on RT.I am new to linux and RT we have previously have RT
3.6.5 now with the help of my friend I have upgraded it to 3.8.0

I am facing two issues.

1.While sending mail from RT to one time CC and BB they are not
getting mail. I have checked the notify scrips etc all are seem to be
right.

2.When I send any mail to user along with attachment at the user end
it will so message "transition apper to have no context"

Please help me on this. it would be realy help full for me.

I am stuck on this for last One Month

Thanks a lot in advance .

Alok
Sent from BlackBerry? on Airtel


From t.baetzler at bringe.com  Wed Sep  4 06:45:53 2013
From: t.baetzler at bringe.com (=?utf-8?B?VGhvbWFzIELDpHR6bGVy?=)
Date: Wed, 4 Sep 2013 10:45:53 +0000
Subject: [rt-users] Fwd: How to list all enabled users in Perl script?
In-Reply-To: <CABNx+P-YBLLc+wpWBga3s8RdNXx-NQEJtx55YmeGr1498POGQg@mail.gmail.com>
References: <CABNx+P_Z3m=ErTwrZAnCMAsn7sXGXOGqbjU-WU8Jhtk-iCBXHQ@mail.gmail.com>
	<CAMOxC8vz2h1dToDaGHwgRXSUrgCPXO459QzJF0yDw6L=h2n5kQ@mail.gmail.com>
	<CABNx+P_S2yAUK7HQJo3f2U7TBj4tD5=bCQKaEFtRQ4NCwCRvKQ@mail.gmail.com>
	<CABNx+P_uydv4rO3GBJCPg=6SJaLTBp7WmQRo38FZprHNVKDX0Q@mail.gmail.com>
	<CAMOxC8tmFD7wTCOxHvEVrtK6DAgb+eDaxD3S5huprP4-XNxYwg@mail.gmail.com>
	<CABNx+P-YBLLc+wpWBga3s8RdNXx-NQEJtx55YmeGr1498POGQg@mail.gmail.com>
Message-ID: <515168F006F2D643952F8FFD24F2E073025A3CB975@sonne2.gw.bringe.net>

Hi,

Nathan Cutler wrote:

> > Find `sub Next` in lib/RT/Extension/MergeUsers.pm, put logging or printing
> > debug statements there to check what is going on.
> 
> OK, I'll try that. I ran some more tests on my testing RT instance.
> Here's what I just found out:
> 
> When no users are merged, the script produces the same output (same
> users, same number of users) as the SELECT statement. When I then go
> and merge a single user into another user, the number of users
> produced by the script decreases by *two* -- the merged user *plus*
> the alphabetically last user.

I can reproduce this on our installation (RT 4.0.17). I suspect it's also the cause for the problem I reported earlier last week - while logged in as a "merged" user, my user wouldn't show up as potential owner when modi fying a ticket. It's not a rights problem in my case since this user can "take" any ticket.

I did try to trace the problem in the code, but I got lost in the vast wilderness of DBIx::SearchBuilder  subclasses ;-)


MfG,
Thomas B?tzler
-- 
BRINGE Informationstechnik GmbH
Zur Seeplatte 12
D-76228 Karlsruhe
Germany

Fon: +49 721 94246-0
Fon: +49 171 5438457
Fax: +49 721 94246-66
Web: http://www.bringe.de/

Gesch?ftsf?hrer: Dipl.-Ing. (FH) Martin Bringe
Ust.Id: DE812936645, HRB 108943 Mannheim




From ruz at bestpractical.com  Wed Sep  4 07:18:48 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 4 Sep 2013 15:18:48 +0400
Subject: [rt-users] RT 4.0.4 behind Apache Reverse Proxy with
	mod_auth_kerb
In-Reply-To: <767138E0D064A148B03FE8EC1E9325A2485A5622@GEDASPW05.a.space.corp>
References: <767138E0D064A148B03FE8EC1E9325A2485A27A0@GEDASPW05.a.space.corp>
	<767138E0D064A148B03FE8EC1E9325A2485A37BE@GEDASPW05.a.space.corp>
	<CAMOxC8t0pVSMsRLpBUnhQTm1Whfy8Z5aOYMwaYgXs17pp6L31g@mail.gmail.com>
	<767138E0D064A148B03FE8EC1E9325A2485A5622@GEDASPW05.a.space.corp>
Message-ID: <CAMOxC8voV6ALU9fCFj5NGDVoNPrJ+FtUD6mJ075ueyMpKK37yg@mail.gmail.com>

Hi,

http://www.gossamer-threads.com/lists/apache/dev/370306


On Wed, Sep 4, 2013 at 10:37 AM, Oliver Weinmann <
oliver.weinmann at telespazio-vega.de> wrote:

>  Hi,****
>
> ** **
>
> there are these settings in RT:****
>
> ** **
>
> # tells RT to use the REMOTE_USER provided by the web server****
>
> Set($WebExternalAuth , 1);****
>
> ****
>
>  # tells RT to display its normal login screen if REMOTE_USER fails****
>
> Set($WebFallbackToInternalAuth , 1);****
>
> ****
>
>  # tells RT to create users automatically if no user matching REMOTE_USER
> is found****
>
> Set($WebExternalAuto , 1);****
>
> ** **
>
> I have them all set except the last one as we use LDAPImport. So I would
> expect RT to not drop the REMOTE_USER. Or is this obsolete?****
>
> ** **
>
> Best Regards,****
>
> Oliver****
>
> *From:* ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] *On
> Behalf Of *Ruslan Zakirov
> *Sent:* Dienstag, 3. September 2013 21:47
> *To:* Oliver Weinmann
> *Cc:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] RT 4.0.4 behind Apache Reverse Proxy with
> mod_auth_kerb****
>
> ** **
>
> Hi,****
>
> ** **
>
> Why do you expect remote server where you host RT to respect REMOTE_USER
> and not to drop it? If a web server would pass remotely provided
> REMOTE_USER further to an app without additional configuration then we
> wouldn't use it for authentication.****
>
> ** **
>
> On Mon, Sep 2, 2013 at 5:14 PM, Oliver Weinmann <
> oliver.weinmann at telespazio-vega.de> wrote:****
>
> Hi all,****
>
>  ****
>
> we have successfully setup RT 4.0.4 with ldap_import and mod_auth_kerb.
> Now we need to get the setup running through our reverse proxy.****
>
>  ****
>
> What we have on our reverse proxy is this:****
>
>  ****
>
> ProxyPass        /rt/             http://hostname.local/rt/ max=100****
>
> ProxyPassReverse /rt/             http://hostname.local/rt/****
>
>  ****
>
>         RedirectMatch ^/$ /rt/****
>
>  ****
>
>         # Proxy all locations****
>
>         <Proxy *>****
>
>                 AddDefaultCharset off****
>
>                 Order deny,allow****
>
>                 Deny from none****
>
>         </Proxy>****
>
>  ****
>
>  ****
>
>         <Location /rt>****
>
>         AuthType Kerberos****
>
>         AuthName "Kerberos Login"****
>
>         KrbAuthRealms KRB5.LOCAL****
>
>         Krb5KeyTab /etc/apache2/host.keytab****
>
>         KrbMethodNegotiate on****
>
>         KrbAuthoritative on****
>
>         KrbMethodK5Passwd off****
>
>         KrbSaveCredentials on****
>
>         require valid-user****
>
>  ****
>
>         # SSO****
>
>         RewriteEngine On****
>
>         RewriteCond %{LA-U:REMOTE_USER} (.+)$****
>
>         RewriteRule . - [E=RU:%1]****
>
>         RequestHeader set REMOTE_USER %{RU}e****
>
>  ****
>
>         </Location>****
>
>  ****
>
> Running tcpdump we can see that REMOTE_USER is set and send to the host
> hosting RT. It looks like RT is not picking it up. As far as I understood
> is that my user gets authenticated at the proxy and RT should trust these
> credentials and log in the user.****
>
>
>
> ****
>
> ** **
>
> --
> Best regards, Ruslan. ****
>



-- 
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130904/65890760/attachment.htm>

From oliver.weinmann at telespazio-vega.de  Wed Sep  4 08:16:35 2013
From: oliver.weinmann at telespazio-vega.de (Oliver Weinmann)
Date: Wed, 4 Sep 2013 12:16:35 +0000
Subject: [rt-users] RT 4.0.4 behind Apache Reverse Proxy with
 mod_auth_kerb
In-Reply-To: <CAMOxC8voV6ALU9fCFj5NGDVoNPrJ+FtUD6mJ075ueyMpKK37yg@mail.gmail.com>
References: <767138E0D064A148B03FE8EC1E9325A2485A27A0@GEDASPW05.a.space.corp>
	<767138E0D064A148B03FE8EC1E9325A2485A37BE@GEDASPW05.a.space.corp>
	<CAMOxC8t0pVSMsRLpBUnhQTm1Whfy8Z5aOYMwaYgXs17pp6L31g@mail.gmail.com>
	<767138E0D064A148B03FE8EC1E9325A2485A5622@GEDASPW05.a.space.corp>
	<CAMOxC8voV6ALU9fCFj5NGDVoNPrJ+FtUD6mJ075ueyMpKK37yg@mail.gmail.com>
Message-ID: <767138E0D064A148B03FE8EC1E9325A2485A5745@GEDASPW05.a.space.corp>

Hi,

thanks for the hint, but this doesn?t solve the issue yet.

I have done the following. I have tested the KRB5 setup on the host directly. This works fine.

I see this in the logs on the RT host.

Accessing the RT host directly:

[Wed Sep 04 14:00:10 2013] [debug] src/mod_auth_kerb.c(1628): [client xxxx] kerb_authenticate_user entered with user (NULL) and auth_type Kerberos
[Wed Sep 04 14:00:10 2013] [debug] src/mod_auth_kerb.c(1240): [client xxxx] Acquiring creds for HTTP at gedadvl05-clone
[Wed Sep 04 14:00:10 2013] [debug] src/mod_auth_kerb.c(1385): [client xxxx] Verifying client data using KRB5 GSS-API
[Wed Sep 04 14:00:10 2013] [debug] src/mod_auth_kerb.c(1401): [client xxxx] Client didn't delegate us their credential
[Wed Sep 04 14:00:10 2013] [debug] src/mod_auth_kerb.c(1420): [client xxxx] GSS-API token of length 181 bytes will be sent back
[Wed Sep 04 14:00:11 2013] [debug] mod_deflate.c(615): [client xxxx] Zlib: Compressed 43435 to 6091 : URL /rt/

Accessing via the reverse proxy:

[Wed Sep 04 14:02:55 2013] [debug] src/mod_auth_kerb.c(1628): [client xxxx] kerb_authenticate_user entered with user (NULL) and auth_type Kerberos
[Wed Sep 04 14:02:55 2013] [debug] src/mod_auth_kerb.c(1240): [client xxxx] Acquiring creds for HTTP at gedadvl05-clone
[Wed Sep 04 14:02:55 2013] [debug] src/mod_auth_kerb.c(1385): [client xxxx] Verifying client data using KRB5 GSS-API
[Wed Sep 04 14:02:55 2013] [debug] src/mod_auth_kerb.c(1401): [client xxxx] Client didn't delegate us their credential
[Wed Sep 04 14:02:55 2013] [debug] src/mod_auth_kerb.c(1420): [client xxxx] GSS-API token of length 9 bytes will be sent back
[Wed Sep 04 14:02:55 2013] [debug] src/mod_auth_kerb.c(1101): [client xxxx] GSS-API major_status:000d0000, minor_status:000186a5
[Wed Sep 04 14:02:55 2013] [error] [client xxxx] gss_accept_sec_context() failed: Unspecified GSS failure.  Minor code may provide more information (, )
[Wed Sep 04 14:02:55 2013] [debug] mod_deflate.c(615): [client xxxx] Zlib: Compressed 482 to 326 : URL /rt/

I?m also not sure about the configuration of the RT host itself. Does it have to be Kerberos enabled too? I have this in /etc/apache2/httpd.conf:

#<Directory "/usr/share/request-tracker4/html">
#  AuthType Kerberos
#  AuthName "Request Tracker"
#  KrbMethodNegotiate On
#  KrbMethodK5Passwd On
#  KrbVerifyKDC On
#  Krb5Keytab /etc/apache2/rtkeytab
#  KrbAuthoritative On
#  KrbSaveCredentials On
#  Require valid-user
#  AllowOverride None
#</Directory

If I  disable this I?m not logged in but there is also not login (username/password) displayed, but the RT website is shown also when accessing via the proxy.

From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: Mittwoch, 4. September 2013 13:19
To: Oliver Weinmann
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT 4.0.4 behind Apache Reverse Proxy with mod_auth_kerb

Hi,

http://www.gossamer-threads.com/lists/apache/dev/370306

On Wed, Sep 4, 2013 at 10:37 AM, Oliver Weinmann <oliver.weinmann at telespazio-vega.de<mailto:oliver.weinmann at telespazio-vega.de>> wrote:
Hi,

there are these settings in RT:

# tells RT to use the REMOTE_USER provided by the web server
Set($WebExternalAuth , 1);
 # tells RT to display its normal login screen if REMOTE_USER fails
Set($WebFallbackToInternalAuth , 1);
 # tells RT to create users automatically if no user matching REMOTE_USER is found
Set($WebExternalAuto , 1);

I have them all set except the last one as we use LDAPImport. So I would expect RT to not drop the REMOTE_USER. Or is this obsolete?

Best Regards,
Oliver
From: ruslan.zakirov at gmail.com<mailto:ruslan.zakirov at gmail.com> [mailto:ruslan.zakirov at gmail.com<mailto:ruslan.zakirov at gmail.com>] On Behalf Of Ruslan Zakirov
Sent: Dienstag, 3. September 2013 21:47
To: Oliver Weinmann
Cc: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] RT 4.0.4 behind Apache Reverse Proxy with mod_auth_kerb

Hi,

Why do you expect remote server where you host RT to respect REMOTE_USER and not to drop it? If a web server would pass remotely provided REMOTE_USER further to an app without additional configuration then we wouldn't use it for authentication.

On Mon, Sep 2, 2013 at 5:14 PM, Oliver Weinmann <oliver.weinmann at telespazio-vega.de<mailto:oliver.weinmann at telespazio-vega.de>> wrote:
Hi all,

we have successfully setup RT 4.0.4 with ldap_import and mod_auth_kerb. Now we need to get the setup running through our reverse proxy.

What we have on our reverse proxy is this:

ProxyPass        /rt/             http://hostname.local/rt/ max=100
ProxyPassReverse /rt/             http://hostname.local/rt/

        RedirectMatch ^/$ /rt/

        # Proxy all locations
        <Proxy *>
                AddDefaultCharset off
                Order deny,allow
                Deny from none
        </Proxy>


        <Location /rt>
        AuthType Kerberos
        AuthName "Kerberos Login"
        KrbAuthRealms KRB5.LOCAL
        Krb5KeyTab /etc/apache2/host.keytab
        KrbMethodNegotiate on
        KrbAuthoritative on
        KrbMethodK5Passwd off
        KrbSaveCredentials on
        require valid-user

        # SSO
        RewriteEngine On
        RewriteCond %{LA-U:REMOTE_USER} (.+)$
        RewriteRule . - [E=RU:%1]
        RequestHeader set REMOTE_USER %{RU}e

        </Location>

Running tcpdump we can see that REMOTE_USER is set and send to the host hosting RT. It looks like RT is not picking it up. As far as I understood is that my user gets authenticated at the proxy and RT should trust these credentials and log in the user.



--
Best regards, Ruslan.



--
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130904/9604e40e/attachment.htm>

From ruz at bestpractical.com  Wed Sep  4 09:53:32 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 4 Sep 2013 17:53:32 +0400
Subject: [rt-users] Fwd: How to list all enabled users in Perl script?
In-Reply-To: <515168F006F2D643952F8FFD24F2E073025A3CB975@sonne2.gw.bringe.net>
References: <CABNx+P_Z3m=ErTwrZAnCMAsn7sXGXOGqbjU-WU8Jhtk-iCBXHQ@mail.gmail.com>
	<CAMOxC8vz2h1dToDaGHwgRXSUrgCPXO459QzJF0yDw6L=h2n5kQ@mail.gmail.com>
	<CABNx+P_S2yAUK7HQJo3f2U7TBj4tD5=bCQKaEFtRQ4NCwCRvKQ@mail.gmail.com>
	<CABNx+P_uydv4rO3GBJCPg=6SJaLTBp7WmQRo38FZprHNVKDX0Q@mail.gmail.com>
	<CAMOxC8tmFD7wTCOxHvEVrtK6DAgb+eDaxD3S5huprP4-XNxYwg@mail.gmail.com>
	<CABNx+P-YBLLc+wpWBga3s8RdNXx-NQEJtx55YmeGr1498POGQg@mail.gmail.com>
	<515168F006F2D643952F8FFD24F2E073025A3CB975@sonne2.gw.bringe.net>
Message-ID: <CAMOxC8ukW_FsG8LY-g8V4iQx6WtZTOCD8d97m1n--Kf7gGmjVA@mail.gmail.com>

On Wed, Sep 4, 2013 at 2:45 PM, Thomas B?tzler <t.baetzler at bringe.com>wrote:

> Hi,
>
> Nathan Cutler wrote:
>
> > > Find `sub Next` in lib/RT/Extension/MergeUsers.pm, put logging or
> printing
> > > debug statements there to check what is going on.
> >
> > OK, I'll try that. I ran some more tests on my testing RT instance.
> > Here's what I just found out:
> >
> > When no users are merged, the script produces the same output (same
> > users, same number of users) as the SELECT statement. When I then go
> > and merge a single user into another user, the number of users
> > produced by the script decreases by *two* -- the merged user *plus*
> > the alphabetically last user.
>
> I can reproduce this on our installation (RT 4.0.17). I suspect it's also
> the cause for the problem I reported earlier last week - while logged in as
> a "merged" user, my user wouldn't show up as potential owner when modi
> fying a ticket. It's not a rights problem in my case since this user can
> "take" any ticket.
>

agree.


>
> I did try to trace the problem in the code, but I got lost in the vast
> wilderness of DBIx::SearchBuilder  subclasses ;-)
>


I'm planning to look at it later tonight or tomorrow.

Guys, please send version of DBIx::SearchBuilder, just in case it's not the
latest.


>
>
> MfG,
> Thomas B?tzler
> --
> BRINGE Informationstechnik GmbH
> Zur Seeplatte 12
> D-76228 Karlsruhe
> Germany
>
> Fon: +49 721 94246-0
> Fon: +49 171 5438457
> Fax: +49 721 94246-66
> Web: http://www.bringe.de/
>
> Gesch?ftsf?hrer: Dipl.-Ing. (FH) Martin Bringe
> Ust.Id: DE812936645, HRB 108943 Mannheim
>
>
>
>


-- 
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130904/53f319f0/attachment.htm>

From mbrister at talentwise.com  Wed Sep  4 09:58:55 2013
From: mbrister at talentwise.com (Matt Brister)
Date: Wed, 4 Sep 2013 13:58:55 +0000
Subject: [rt-users] Custom Field as a column in search results?
Message-ID: <1378303132.12141.15.camel@D12504>

Hi all!

I have my RT instance set up to have a Change Management queue with the hidden "_Approvals" method (works awesome by the way). Tickets in this queue have a Custom Field set for an "Impact to user" level. I would like to be able to see this CF value as a column in the search results of the "[_1] newest unowned tickets". Is this possible without major modifications?

Thanks in advance!
---
Matt Brister, Sr. Desktop Support Analyst (mbrister at talentwise.com<mailto:mbrister at talentwise.com>)
TalentWise
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130904/e8552803/attachment.htm>

From falcone at bestpractical.com  Wed Sep  4 15:19:32 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 4 Sep 2013 15:19:32 -0400
Subject: [rt-users] Mail via ticket ID rather than queue
In-Reply-To: <CAGegG0tGeAB+MLdiF=cMB8m41AFzhEhPzEv5BiKewgBzEJXcqg@mail.gmail.com>
References: <CAGegG0tGeAB+MLdiF=cMB8m41AFzhEhPzEv5BiKewgBzEJXcqg@mail.gmail.com>
Message-ID: <20130904191932.GU84863@jibsheet.com>

On Wed, Sep 04, 2013 at 12:53:29PM +1000, Sam Wilson wrote:
>    Hi rt-users,
>    I have configured a multiple queue RT instance with mailgate as follows, we create new tickets
>    in the support queue before moving them to specific queues to be worked on and closed.
>    support at example.com
>    queue1 at example.com
>    queue2 at example.com
>    By itself mailgate is working fine. For example I can raise a ticket directly in queue1 via
>    email.
>    The issue is around the process of creating all tickets in the support pool before moving to a
>    different queue. This means that users who reply to support at example.com after having the
>    ticket moved will actually duplicate a new ticket with a new ID as their original ticket is
>    now at queue2 at example.com.

This isn't how a properly configured RT works.
Are your users removing the Subject Tag?

The [sitename #1234] in your email subjects allow RT to route email
sent to support at example.com back to the ticket which has been moved to
queue2.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130904/645a2b31/attachment.sig>

From swilsonau at gmail.com  Wed Sep  4 18:10:37 2013
From: swilsonau at gmail.com (Sam Wilson)
Date: Thu, 5 Sep 2013 08:10:37 +1000
Subject: [rt-users] Mail via ticket ID rather than queue
In-Reply-To: <20130904191932.GU84863@jibsheet.com>
References: <CAGegG0tGeAB+MLdiF=cMB8m41AFzhEhPzEv5BiKewgBzEJXcqg@mail.gmail.com>
	<20130904191932.GU84863@jibsheet.com>
Message-ID: <CAGegG0saPT67Sd+yhLLkPzufOoNPrt6PO-nXbaOeX3gmGk97FA@mail.gmail.com>

Turns out this was a pebkac issue for me. We had set a SubjectTag for each
queue rather than using the sitename. After removing the individual
subjecttags this is working correctly.

Cheers,

Sam


On Thu, Sep 5, 2013 at 5:19 AM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Wed, Sep 04, 2013 at 12:53:29PM +1000, Sam Wilson wrote:
> >    Hi rt-users,
> >    I have configured a multiple queue RT instance with mailgate as
> follows, we create new tickets
> >    in the support queue before moving them to specific queues to be
> worked on and closed.
> >    support at example.com
> >    queue1 at example.com
> >    queue2 at example.com
> >    By itself mailgate is working fine. For example I can raise a ticket
> directly in queue1 via
> >    email.
> >    The issue is around the process of creating all tickets in the
> support pool before moving to a
> >    different queue. This means that users who reply to
> support at example.com after having the
> >    ticket moved will actually duplicate a new ticket with a new ID as
> their original ticket is
> >    now at queue2 at example.com.
>
> This isn't how a properly configured RT works.
> Are your users removing the Subject Tag?
>
> The [sitename #1234] in your email subjects allow RT to route email
> sent to support at example.com back to the ticket which has been moved to
> queue2.
>
> -kevin
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130905/0d7186df/attachment.htm>

From falcone at bestpractical.com  Wed Sep  4 21:36:21 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 4 Sep 2013 21:36:21 -0400
Subject: [rt-users] Mail via ticket ID rather than queue
In-Reply-To: <CAGegG0saPT67Sd+yhLLkPzufOoNPrt6PO-nXbaOeX3gmGk97FA@mail.gmail.com>
References: <CAGegG0tGeAB+MLdiF=cMB8m41AFzhEhPzEv5BiKewgBzEJXcqg@mail.gmail.com>
	<20130904191932.GU84863@jibsheet.com>
	<CAGegG0saPT67Sd+yhLLkPzufOoNPrt6PO-nXbaOeX3gmGk97FA@mail.gmail.com>
Message-ID: <20130905013621.GV84863@jibsheet.com>

On Thu, Sep 05, 2013 at 08:10:37AM +1000, Sam Wilson wrote:
>    Turns out this was a pebkac issue for me. We had set a SubjectTag for each queue rather than
>    using the sitename. After removing the individual subjecttags this is working correctly.

Subject Tags, set on the Queue Admin page, work fine for the scenario
you describe, we use them in production today with tickets that move
across Queues and are sent to old email addresses.

RT looks for the $rtname, $EmailSubjectTagRegex and every queue
subject tag configured in the system

I expect you have a misconfiguration or custom local development.

-kevin

>    On Thu, Sep 5, 2013 at 5:19 AM, Kevin Falcone <[1]falcone at bestpractical.com> wrote:
> 
>      On Wed, Sep 04, 2013 at 12:53:29PM +1000, Sam Wilson wrote:
>      > Hi rt-users,
>      > I have configured a multiple queue RT instance with mailgate as follows, we create new
>      tickets
>      > in the support queue before moving them to specific queues to be worked on and closed.
>      > [2]support at example.com
>      > [3]queue1 at example.com
>      > [4]queue2 at example.com
>      > By itself mailgate is working fine. For example I can raise a ticket directly in queue1
>      via
>      > email.
>      > The issue is around the process of creating all tickets in the support pool before moving
>      to a
>      > different queue. This means that users who reply to [5]support at example.com after having
>      the
>      > ticket moved will actually duplicate a new ticket with a new ID as their original ticket
>      is
>      > now at [6]queue2 at example.com.
> 
>      This isn't how a properly configured RT works.
>      Are your users removing the Subject Tag?
> 
>      The [sitename #1234] in your email subjects allow RT to route email
>      sent to [7]support at example.com back to the ticket which has been moved to
>      queue2.
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130904/a133cbc2/attachment.sig>

From presnypreklad at gmail.com  Thu Sep  5 04:21:22 2013
From: presnypreklad at gmail.com (Nathan Cutler)
Date: Thu, 5 Sep 2013 10:21:22 +0200
Subject: [rt-users] Fwd: How to list all enabled users in Perl script?
In-Reply-To: <CAMOxC8ukW_FsG8LY-g8V4iQx6WtZTOCD8d97m1n--Kf7gGmjVA@mail.gmail.com>
References: <CABNx+P_Z3m=ErTwrZAnCMAsn7sXGXOGqbjU-WU8Jhtk-iCBXHQ@mail.gmail.com>
	<CAMOxC8vz2h1dToDaGHwgRXSUrgCPXO459QzJF0yDw6L=h2n5kQ@mail.gmail.com>
	<CABNx+P_S2yAUK7HQJo3f2U7TBj4tD5=bCQKaEFtRQ4NCwCRvKQ@mail.gmail.com>
	<CABNx+P_uydv4rO3GBJCPg=6SJaLTBp7WmQRo38FZprHNVKDX0Q@mail.gmail.com>
	<CAMOxC8tmFD7wTCOxHvEVrtK6DAgb+eDaxD3S5huprP4-XNxYwg@mail.gmail.com>
	<CABNx+P-YBLLc+wpWBga3s8RdNXx-NQEJtx55YmeGr1498POGQg@mail.gmail.com>
	<515168F006F2D643952F8FFD24F2E073025A3CB975@sonne2.gw.bringe.net>
	<CAMOxC8ukW_FsG8LY-g8V4iQx6WtZTOCD8d97m1n--Kf7gGmjVA@mail.gmail.com>
Message-ID: <CABNx+P_9MsMw2AAxOw-WELTGwaoX-NEOruQxq6S-hDm=fRdU-g@mail.gmail.com>

> I'm planning to look at it later tonight or tomorrow.

Thanks, Ruslan.

> Guys, please send version of DBIx::SearchBuilder, just in case it's not the
> latest.

I'm running 1.63.


From ruz at bestpractical.com  Thu Sep  5 07:38:51 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 5 Sep 2013 15:38:51 +0400
Subject: [rt-users] Fwd: How to list all enabled users in Perl script?
In-Reply-To: <CABNx+P_9MsMw2AAxOw-WELTGwaoX-NEOruQxq6S-hDm=fRdU-g@mail.gmail.com>
References: <CABNx+P_Z3m=ErTwrZAnCMAsn7sXGXOGqbjU-WU8Jhtk-iCBXHQ@mail.gmail.com>
	<CAMOxC8vz2h1dToDaGHwgRXSUrgCPXO459QzJF0yDw6L=h2n5kQ@mail.gmail.com>
	<CABNx+P_S2yAUK7HQJo3f2U7TBj4tD5=bCQKaEFtRQ4NCwCRvKQ@mail.gmail.com>
	<CABNx+P_uydv4rO3GBJCPg=6SJaLTBp7WmQRo38FZprHNVKDX0Q@mail.gmail.com>
	<CAMOxC8tmFD7wTCOxHvEVrtK6DAgb+eDaxD3S5huprP4-XNxYwg@mail.gmail.com>
	<CABNx+P-YBLLc+wpWBga3s8RdNXx-NQEJtx55YmeGr1498POGQg@mail.gmail.com>
	<515168F006F2D643952F8FFD24F2E073025A3CB975@sonne2.gw.bringe.net>
	<CAMOxC8ukW_FsG8LY-g8V4iQx6WtZTOCD8d97m1n--Kf7gGmjVA@mail.gmail.com>
	<CABNx+P_9MsMw2AAxOw-WELTGwaoX-NEOruQxq6S-hDm=fRdU-g@mail.gmail.com>
Message-ID: <CAMOxC8s3nhv=2s4ygrkQRWzYdK302EkXb3QXvm_EUC1AsiccJg@mail.gmail.com>

Hi guys,

Can you test the following patch?


On Thu, Sep 5, 2013 at 12:21 PM, Nathan Cutler <presnypreklad at gmail.com>wrote:

> > I'm planning to look at it later tonight or tomorrow.
>
> Thanks, Ruslan.
>
> > Guys, please send version of DBIx::SearchBuilder, just in case it's not
> the
> > latest.
>
> I'm running 1.63.
>



-- 
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130905/1134738f/attachment.htm>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: MergeUsers-dont-skip-records-in-collection.patch
Type: application/octet-stream
Size: 512 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130905/1134738f/attachment.obj>

From t.baetzler at bringe.com  Thu Sep  5 08:43:58 2013
From: t.baetzler at bringe.com (=?utf-8?B?VGhvbWFzIELDpHR6bGVy?=)
Date: Thu, 5 Sep 2013 12:43:58 +0000
Subject: [rt-users] Fwd: How to list all enabled users in Perl script?
In-Reply-To: <CAMOxC8s3nhv=2s4ygrkQRWzYdK302EkXb3QXvm_EUC1AsiccJg@mail.gmail.com>
References: <CABNx+P_Z3m=ErTwrZAnCMAsn7sXGXOGqbjU-WU8Jhtk-iCBXHQ@mail.gmail.com>
	<CAMOxC8vz2h1dToDaGHwgRXSUrgCPXO459QzJF0yDw6L=h2n5kQ@mail.gmail.com>
	<CABNx+P_S2yAUK7HQJo3f2U7TBj4tD5=bCQKaEFtRQ4NCwCRvKQ@mail.gmail.com>
	<CABNx+P_uydv4rO3GBJCPg=6SJaLTBp7WmQRo38FZprHNVKDX0Q@mail.gmail.com>
	<CAMOxC8tmFD7wTCOxHvEVrtK6DAgb+eDaxD3S5huprP4-XNxYwg@mail.gmail.com>
	<CABNx+P-YBLLc+wpWBga3s8RdNXx-NQEJtx55YmeGr1498POGQg@mail.gmail.com>
	<515168F006F2D643952F8FFD24F2E073025A3CB975@sonne2.gw.bringe.net>
	<CAMOxC8ukW_FsG8LY-g8V4iQx6WtZTOCD8d97m1n--Kf7gGmjVA@mail.gmail.com>
	<CABNx+P_9MsMw2AAxOw-WELTGwaoX-NEOruQxq6S-hDm=fRdU-g@mail.gmail.com>
	<CAMOxC8s3nhv=2s4ygrkQRWzYdK302EkXb3QXvm_EUC1AsiccJg@mail.gmail.com>
Message-ID: <515168F006F2D643952F8FFD24F2E073025A3CD651@sonne2.gw.bringe.net>

Hello Ruslan,

> Can you test the following patch?

This seems to fix the problem with Nathan's script aswell as mine where my user didn't show up in "modify ticket".

Thank you for your help!

Cheers,
Thomas

From bbaker at copesan.com  Thu Sep  5 10:02:21 2013
From: bbaker at copesan.com (Bryon Baker)
Date: Thu, 5 Sep 2013 14:02:21 +0000
Subject: [rt-users] direction about extensions
Message-ID: <e6430a6b366343c5b2bdce388d13bd3e@BLUPR05MB103.namprd05.prod.outlook.com>

Hello All

I would like some direction as to which extensions I should add to RT version 4.13 for custom report writing.

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"

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130905/fa2f1e5a/attachment.htm>

From falcone at bestpractical.com  Thu Sep  5 10:16:06 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 5 Sep 2013 10:16:06 -0400
Subject: [rt-users] Custom Field as a column in search results?
In-Reply-To: <1378303132.12141.15.camel@D12504>
References: <1378303132.12141.15.camel@D12504>
Message-ID: <20130905141606.GW84863@jibsheet.com>

On Wed, Sep 04, 2013 at 01:58:55PM +0000, Matt Brister wrote:
>    I have my RT instance set up to have a Change Management queue with the hidden "_Approvals"
>    method (works awesome by the way). Tickets in this queue have a Custom Field set for an
>    "Impact to user" level. I would like to be able to see this CF value as a column in the search
>    results of the "[_1] newest unowned tickets". Is this possible without major modifications?

As a superuser -

Click on Edit, click on Edit this Saved Search, click on Advanced, add
__CustomField.{Impact to user}__ to the search, update the search.

If you were building a Queue specific search, you'd be able to do it
from the normal Format builder at the bottom of the Query builder.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130905/8e626265/attachment.sig>

From presnypreklad at gmail.com  Thu Sep  5 10:40:41 2013
From: presnypreklad at gmail.com (Nathan Cutler)
Date: Thu, 5 Sep 2013 16:40:41 +0200
Subject: [rt-users] CLI question
Message-ID: <CABNx+P8grbPGK9swQ6aYZZvxDJVSnGxyiTuiRO3Etfnvbp7OcA@mail.gmail.com>

I'm trying to use the 'rt' command line script. It's working, except
for an annoying error message:

$ rt list "status='new'"
Query:status='new'
Ticket Owner Queue    Age   Told Status Requestor Subject
--------------------------------------------------------------------------------
Unknown date format in parsedate: '2011-09-30 13:44'

This "Unknown date format" error is written once for each line of output.

Reading the code, I can see that RT is expecting the date format to
include the seconds, yet in my case the seconds are missing.

I can patch the code to add ":00" on the end, but I'm curious to hear
if others can reproduce this, or any ideas for a proper fix.

Thanks!

Nathan


From mbrister at talentwise.com  Thu Sep  5 10:44:50 2013
From: mbrister at talentwise.com (Matt Brister)
Date: Thu, 5 Sep 2013 14:44:50 +0000
Subject: [rt-users] Custom Field as a column in search results?
In-Reply-To: <20130905141606.GW84863@jibsheet.com>
References: <1378303132.12141.15.camel@D12504>
	<20130905141606.GW84863@jibsheet.com>
Message-ID: <1378392284.5918.5.camel@D12504>

Thanks Kevin, Worked like a charm!

-MB

-----Original Message-----
From: Kevin Falcone <falcone at bestpractical.com<mailto:Kevin%20Falcone%20%3cfalcone at bestpractical.com%3e>>
Reply-to: <rt-users at lists.bestpractical.com>
To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Custom Field as a column in search results?
Date: Thu, 5 Sep 2013 10:16:06 -0400



On Wed, Sep 04, 2013 at 01:58:55PM +0000, Matt Brister wrote:
>    I have my RT instance set up to have a Change Management queue with the hidden "_Approvals"
>    method (works awesome by the way). Tickets in this queue have a Custom Field set for an
>    "Impact to user" level. I would like to be able to see this CF value as a column in the search
>    results of the "[_1] newest unowned tickets". Is this possible without major modifications?

As a superuser -

Click on Edit, click on Edit this Saved Search, click on Advanced, add
__CustomField.{Impact to user}__ to the search, update the search.

If you were building a Queue specific search, you'd be able to do it
from the normal Format builder at the bottom of the Query builder.

-kevin

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130905/e940ecd0/attachment.htm>

From presnypreklad at gmail.com  Thu Sep  5 10:54:28 2013
From: presnypreklad at gmail.com (Nathan Cutler)
Date: Thu, 5 Sep 2013 16:54:28 +0200
Subject: [rt-users] Fwd: How to list all enabled users in Perl script?
In-Reply-To: <CAMOxC8s3nhv=2s4ygrkQRWzYdK302EkXb3QXvm_EUC1AsiccJg@mail.gmail.com>
References: <CABNx+P_Z3m=ErTwrZAnCMAsn7sXGXOGqbjU-WU8Jhtk-iCBXHQ@mail.gmail.com>
	<CAMOxC8vz2h1dToDaGHwgRXSUrgCPXO459QzJF0yDw6L=h2n5kQ@mail.gmail.com>
	<CABNx+P_S2yAUK7HQJo3f2U7TBj4tD5=bCQKaEFtRQ4NCwCRvKQ@mail.gmail.com>
	<CABNx+P_uydv4rO3GBJCPg=6SJaLTBp7WmQRo38FZprHNVKDX0Q@mail.gmail.com>
	<CAMOxC8tmFD7wTCOxHvEVrtK6DAgb+eDaxD3S5huprP4-XNxYwg@mail.gmail.com>
	<CABNx+P-YBLLc+wpWBga3s8RdNXx-NQEJtx55YmeGr1498POGQg@mail.gmail.com>
	<515168F006F2D643952F8FFD24F2E073025A3CB975@sonne2.gw.bringe.net>
	<CAMOxC8ukW_FsG8LY-g8V4iQx6WtZTOCD8d97m1n--Kf7gGmjVA@mail.gmail.com>
	<CABNx+P_9MsMw2AAxOw-WELTGwaoX-NEOruQxq6S-hDm=fRdU-g@mail.gmail.com>
	<CAMOxC8s3nhv=2s4ygrkQRWzYdK302EkXb3QXvm_EUC1AsiccJg@mail.gmail.com>
Message-ID: <CABNx+P-hOUNbpcyPnRKCxoL-WkjXA5cfsE2APPF3m6uG8DPjmA@mail.gmail.com>

> Can you test the following patch?

I've applied the patch on both our testing and production instances.
It seems to work! Will keep an eye on it to see if there are any
undesired consequences.

Thanks alot!

Nathan


From cloos at netcologne.de  Thu Sep  5 11:35:18 2013
From: cloos at netcologne.de (Christian Loos)
Date: Thu, 05 Sep 2013 17:35:18 +0200
Subject: [rt-users] Re-send a previously attached attachment?
In-Reply-To: <20130903210450.GT84863@jibsheet.com>
References: <520A989F.3020805@itss.co.tz>
	<074C3AE4E206DC478AB4FA128B9791411686968F@OLAWPA-EXMB06.ad.garmin.com>
	<20130814143617.GK2007@jibsheet.com>
	<522434B4.7070404@netcologne.de>
	<20130903210450.GT84863@jibsheet.com>
Message-ID: <5228A4B6.4060605@netcologne.de>

Am 03.09.2013 23:04, schrieb Kevin Falcone:
> I have not worked with your extension yet, but as I recall the two
> largest complaints with the branch as-is were:

Maybe you or one of the other developers have time to have a look on my
extension.


> 
> Display of attachments on the new replies (they aren't true
> attachments, and render in a funny way and were otherwise not as
> obvious as needed).  Fixed if we better fake-up the attachment record.

I personally like the solution from Thomas in
https://github.com/bestpractical/rt/commit/ea61a55 which is integrated
with some small changes in my extension.


> 
> Picking attachments from multiple transactions, especially on long
> attachment heavy tickets.  This is a desirable feature, but just
> providing a list of all attachments is... unusable.  We've played with
> a few other UX ideas also.

If it is here an problem, isn't it also a problem with the attachments
widget on Ticket/Display.html?

My current idea is to place the widget with the attachments after the
message widget and before the submit button. The widget will be by
default rolled up, as the 'Scrips and Recipients' widget if you have
set SimplifiedRecipients to true in RT_SiteConfig.pm.
Sadly the necessary callback is missing but I just send an pull request:
https://github.com/bestpractical/rt/pull/65

> 
> There's a longer internal writeup of problems with the branch, but it
> has some customer-specific things in it.  I do hope we can find a
> solution for 4.4 but at this point we've missed the 4.2 window.

After the 4.2 release may you have time to give some feedback on my
extension so I can send a pull request to integrate this one in 4.4.

> 
> As the recent blog posts may make clear, we're getting closer and
> closer to 4.2.0rc1.

Thanks for the note. I missed this new posts (mainly because of my
vacation). But on an dev box I have the master branch installed to take
a look on RT 4.2 and I'm looking forward to the new release. Great work.
Thanks!

Chris


From bbaker at copesan.com  Thu Sep  5 14:10:48 2013
From: bbaker at copesan.com (Bryon Baker)
Date: Thu, 5 Sep 2013 18:10:48 +0000
Subject: [rt-users] Search
Message-ID: <f33883e0265b40aca76e3a70ddd00859@BLUPR05MB103.namprd05.prod.outlook.com>

Hello All

Is it possible to build a custom search that queries a foreign table?

A table that RT does not know about natively but exists in the same Mysql instance.

If so hopefully I can be led in the direction as to how.

Thanks in advance

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"

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130905/aab3c00a/attachment.htm>

From ruz at bestpractical.com  Thu Sep  5 14:51:51 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 5 Sep 2013 22:51:51 +0400
Subject: [rt-users] Search
In-Reply-To: <f33883e0265b40aca76e3a70ddd00859@BLUPR05MB103.namprd05.prod.outlook.com>
References: <f33883e0265b40aca76e3a70ddd00859@BLUPR05MB103.namprd05.prod.outlook.com>
Message-ID: <CAMOxC8v_1t7S-Abzds2UvrDXj-wUqw-kE6Y61WK5TgxQjUom5Q@mail.gmail.com>

On Thu, Sep 5, 2013 at 10:10 PM, Bryon Baker <bbaker at copesan.com> wrote:

>  Hello All****
>
> ** **
>
> Is it possible to build a custom search that queries a foreign table? ****
>
> ** **
>
> A table that RT does not know about natively but exists in the same Mysql
> instance.  ****
>
> ** **
>
> If so hopefully I can be led in the direction as to how.
>

It's possible with API, but not in the UI.

See how RT calls `my $alias = $tickets->Join()` and then ->Limit(...) using
that alias.


> ****
>
> ** **
>
> Thanks in advance****
>
> ** **
>
> 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"*****
>
> ** **
>



-- 
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130905/26e69432/attachment.htm>

From bbaker at copesan.com  Thu Sep  5 15:04:50 2013
From: bbaker at copesan.com (Bryon Baker)
Date: Thu, 5 Sep 2013 19:04:50 +0000
Subject: [rt-users] Search
In-Reply-To: <CAMOxC8v_1t7S-Abzds2UvrDXj-wUqw-kE6Y61WK5TgxQjUom5Q@mail.gmail.com>
References: <f33883e0265b40aca76e3a70ddd00859@BLUPR05MB103.namprd05.prod.outlook.com>
	<CAMOxC8v_1t7S-Abzds2UvrDXj-wUqw-kE6Y61WK5TgxQjUom5Q@mail.gmail.com>
Message-ID: <96a41a6fbe264d318386fe22c59b2f65@BLUPR05MB103.namprd05.prod.outlook.com>

Bummer I really needs this in the UI.  Let?s try asking the question a different way.

I have Custom fields on a ticket Client, Location, City, St.
I would like a search that counts the tickets and groups by the above custom fields in one report.
I can do them by one custom field at a time but I want them all in one report.

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: Thursday, September 05, 2013 1:52 PM
To: Bryon Baker
Cc: RT Users (rt-users at lists.bestpractical.com)
Subject: Re: [rt-users] Search



On Thu, Sep 5, 2013 at 10:10 PM, Bryon Baker <bbaker at copesan.com<mailto:bbaker at copesan.com>> wrote:
Hello All

Is it possible to build a custom search that queries a foreign table?

A table that RT does not know about natively but exists in the same Mysql instance.

If so hopefully I can be led in the direction as to how.

It's possible with API, but not in the UI.

See how RT calls `my $alias = $tickets->Join()` and then ->Limit(...) using that alias.


Thanks in advance

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"




--
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130905/7ba4601b/attachment.htm>

From alexmv at bestpractical.com  Thu Sep  5 17:24:29 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Thu, 05 Sep 2013 17:24:29 -0400
Subject: [rt-users] [rt-announce] RT 4.2.0rc1 released
Message-ID: <1378416269.2642.1.camel@umgah.localdomain>

We're extremely excited to announce the availability of RT 4.2.0rc1 -
the first release candidate for the next major version of RT.

We would be thrilled to hear your experiences installing or upgrading to
this release; the more feedback we get, the sooner the official release
of RT 4.2.0 can occur.  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 here:
http://www.bestpractical.com/docs/rt/4.2.0/UPGRADING-4.2.html

http://download.bestpractical.com/pub/rt/devel/rt-4.2.0rc1.tar.gz
http://download.bestpractical.com/pub/rt/devel/rt-4.2.0rc1.tar.gz.asc

3e82778fa3f820dd87c8c60e174aec5ce0fc643f  rt-4.2.0rc1.tar.gz
4a8aac0a0d65fe9db94d89de0d56dd44ee4cbc1d  rt-4.2.0rc1.tar.gz.asc

A partial list of the new features in RT 4.2.0 is included below.  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.

 - 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 totalling 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 falcone at bestpractical.com  Thu Sep  5 18:28:53 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 5 Sep 2013 18:28:53 -0400
Subject: [rt-users] Search
In-Reply-To: <96a41a6fbe264d318386fe22c59b2f65@BLUPR05MB103.namprd05.prod.outlook.com>
References: <f33883e0265b40aca76e3a70ddd00859@BLUPR05MB103.namprd05.prod.outlook.com>
	<CAMOxC8v_1t7S-Abzds2UvrDXj-wUqw-kE6Y61WK5TgxQjUom5Q@mail.gmail.com>
	<96a41a6fbe264d318386fe22c59b2f65@BLUPR05MB103.namprd05.prod.outlook.com>
Message-ID: <20130905222853.GX84863@jibsheet.com>

On Thu, Sep 05, 2013 at 07:04:50PM +0000, Bryon Baker wrote:
>    Bummer I really needs this in the UI.  Let's try asking the question a different way.
> 
>    I have Custom fields on a ticket Client, Location, City, St.
> 
>    I would like a search that counts the tickets and groups by the above custom fields in one
>    report.
> 
>    I can do them by one custom field at a time but I want them all in one report.

Test RT-4.2.0rc1 released today, you can group by multiple custom
fields at the same time.  Please don't upgrade your production
instance, but testing in a VM with a copy of your data would be great.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130905/39f2286d/attachment.sig>

From bbaker at copesan.com  Fri Sep  6 09:48:57 2013
From: bbaker at copesan.com (Bryon Baker)
Date: Fri, 6 Sep 2013 13:48:57 +0000
Subject: [rt-users] Search
In-Reply-To: <20130905222853.GX84863@jibsheet.com>
References: <f33883e0265b40aca76e3a70ddd00859@BLUPR05MB103.namprd05.prod.outlook.com>
	<CAMOxC8v_1t7S-Abzds2UvrDXj-wUqw-kE6Y61WK5TgxQjUom5Q@mail.gmail.com>
	<96a41a6fbe264d318386fe22c59b2f65@BLUPR05MB103.namprd05.prod.outlook.com>
	<20130905222853.GX84863@jibsheet.com>
Message-ID: <d983277f639e4979b2fd474e9d3cfa13@BLUPR05MB103.namprd05.prod.outlook.com>

Kevin is there an issue with upgrading?  I am still in the implementation stage and have not gone to production.

I would be upgrading form 4.0.13.

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: Thursday, September 05, 2013 5:29 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Search

On Thu, Sep 05, 2013 at 07:04:50PM +0000, Bryon Baker wrote:
>    Bummer I really needs this in the UI.  Let's try asking the question a different way.
> 
>    I have Custom fields on a ticket Client, Location, City, St.
> 
>    I would like a search that counts the tickets and groups by the above custom fields in one
>    report.
> 
>    I can do them by one custom field at a time but I want them all in one report.

Test RT-4.2.0rc1 released today, you can group by multiple custom fields at the same time.  Please don't upgrade your production instance, but testing in a VM with a copy of your data would be great.

-kevin


From falcone at bestpractical.com  Fri Sep  6 12:18:55 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 6 Sep 2013 12:18:55 -0400
Subject: [rt-users] Re-send a previously attached attachment?
In-Reply-To: <5228A4B6.4060605@netcologne.de>
References: <520A989F.3020805@itss.co.tz>
	<074C3AE4E206DC478AB4FA128B9791411686968F@OLAWPA-EXMB06.ad.garmin.com>
	<20130814143617.GK2007@jibsheet.com>
	<522434B4.7070404@netcologne.de>
	<20130903210450.GT84863@jibsheet.com>
	<5228A4B6.4060605@netcologne.de>
Message-ID: <20130906161855.GY84863@jibsheet.com>

On Thu, Sep 05, 2013 at 05:35:18PM +0200, Christian Loos wrote:
> Am 03.09.2013 23:04, schrieb Kevin Falcone:
> > I have not worked with your extension yet, but as I recall the two
> > largest complaints with the branch as-is were:
> 
> Maybe you or one of the other developers have time to have a look on my
> extension.

I hope to, we've been busy with the new release, but it's on my list
of things to look at.

> > Display of attachments on the new replies (they aren't true
> > attachments, and render in a funny way and were otherwise not as
> > obvious as needed).  Fixed if we better fake-up the attachment record.
> 
> I personally like the solution from Thomas in
> https://github.com/bestpractical/rt/commit/ea61a55 which is integrated
> with some small changes in my extension.

Thomas didn't like that solution after trying it in production with a
client. When I get a chance to look at the extension, I'll try to dig
out his specific objections.

> > Picking attachments from multiple transactions, especially on long
> > attachment heavy tickets.  This is a desirable feature, but just
> > providing a list of all attachments is... unusable.  We've played with
> > a few other UX ideas also.
> 
> If it is here an problem, isn't it also a problem with the attachments
> widget on Ticket/Display.html?

I believe the attachments widget on Ticket/Display.html has problems
on long-lived tickets or attachment heavy tickets.  I hope it'll be
one of the things we address in 4.4.

> My current idea is to place the widget with the attachments after the
> message widget and before the submit button. The widget will be by
> default rolled up, as the 'Scrips and Recipients' widget if you have
> set SimplifiedRecipients to true in RT_SiteConfig.pm.
> Sadly the necessary callback is missing but I just send an pull request:
> https://github.com/bestpractical/rt/pull/65

I saw the PR and merged it earlier.

> > There's a longer internal writeup of problems with the branch, but it
> > has some customer-specific things in it.  I do hope we can find a
> > solution for 4.4 but at this point we've missed the 4.2 window.
> 
> After the 4.2 release may you have time to give some feedback on my
> extension so I can send a pull request to integrate this one in 4.4.

It's definitely on my list.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130906/aee15e6a/attachment.sig>

From falcone at bestpractical.com  Fri Sep  6 12:19:56 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 6 Sep 2013 12:19:56 -0400
Subject: [rt-users] Search
In-Reply-To: <d983277f639e4979b2fd474e9d3cfa13@BLUPR05MB103.namprd05.prod.outlook.com>
References: <f33883e0265b40aca76e3a70ddd00859@BLUPR05MB103.namprd05.prod.outlook.com>
	<CAMOxC8v_1t7S-Abzds2UvrDXj-wUqw-kE6Y61WK5TgxQjUom5Q@mail.gmail.com>
	<96a41a6fbe264d318386fe22c59b2f65@BLUPR05MB103.namprd05.prod.outlook.com>
	<20130905222853.GX84863@jibsheet.com>
	<d983277f639e4979b2fd474e9d3cfa13@BLUPR05MB103.namprd05.prod.outlook.com>
Message-ID: <20130906161956.GZ84863@jibsheet.com>

On Fri, Sep 06, 2013 at 01:48:57PM +0000, Bryon Baker wrote:
> Kevin is there an issue with upgrading?  I am still in the implementation stage and have not gone to production.
> 
> I would be upgrading form 4.0.13.

4.2.0rc1 is a release candidate.  If you're only testing, then sure,
you should be able to move your testing to target it.  If you're using
the system, I'd suggest continuing to run 4.0.13 while testing 4.2.0
release candidates in parallel.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130906/605e0a96/attachment.sig>

From lstewart at iweb.com  Fri Sep  6 14:04:30 2013
From: lstewart at iweb.com (Landon Stewart)
Date: Fri, 6 Sep 2013 11:04:30 -0700
Subject: [rt-users] Dynamic choice of templates based on the value of a CF
Message-ID: <CABgOHgtE9M4Se-vKRCtHe6BA4qqUitw80tbYWvZ3DR5Xtm5Hmg@mail.gmail.com>

We classify tickets based on content and store that classification as a
string in a CF called CF.{Classification}.  This is an RTIR instance but
that is not really relevant other to say that when we open an Investigation
on an Incident we want the template that is used for the Investigation to
be dynamic based on the value of the CF.{Classification} field.

Currently what I'm doing is I have a Scrip for each Classification with a
condition for that classification as well as the "On Create" condition.
 When each Scrip fires it checks to see if the Investigation is that
Classification.  If it is the template associated with the Scrip is used.
 This is messy because it requires a Scrip for each Classification.

Instead one Scrip for "On Create" that chooses the template dynamically.

What I think I can do is simply have one very short Template that is
basically 100% perl and includes some text from a text file stored on the
file system but outside RTIR.  Which file gets included in the Template is
dependent upon the CF.{Classification}.

ie:
{ require
"/path/to/templates/".$Ticket->FirstCustomFieldValue('Classification').".template";
}

Would this even work?  Is there a better way to choose a Perl template in
the Scrip so that templates can be kept within RT?

-- 
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
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130906/05f1f5d0/attachment.htm>

From lstewart at iweb.com  Fri Sep  6 14:55:11 2013
From: lstewart at iweb.com (Landon Stewart)
Date: Fri, 6 Sep 2013 11:55:11 -0700
Subject: [rt-users] Dynamic choice of templates based on the value of a
	CF
In-Reply-To: <CABgOHgtE9M4Se-vKRCtHe6BA4qqUitw80tbYWvZ3DR5Xtm5Hmg@mail.gmail.com>
References: <CABgOHgtE9M4Se-vKRCtHe6BA4qqUitw80tbYWvZ3DR5Xtm5Hmg@mail.gmail.com>
Message-ID: <CABgOHgvOwFAGN7LdXqPEf1OFSC9CpAbBNeZtOu4yWPXpyv7B8w@mail.gmail.com>

On 6 September 2013 11:04, Landon Stewart <lstewart at iweb.com> wrote:

> What I think I can do is simply have one very short Template that is
> basically 100% perl and includes some text from a text file stored on the
> file system but outside RTIR.  Which file gets included in the Template is
> dependent upon the CF.{Classification}.
>
> ie:
> { require
> "/path/to/templates/".$Ticket->FirstCustomFieldValue('Classification').".template"; }
>
>
Actually I believe I found the answer which I'm going to try?  I basically
need a hybrid of these two because we also send different copies of
templates depending on the language the customer prefers to be communicated
with in.

http://requesttracker.wikia.com/wiki/ForkTemplate
http://requesttracker.wikia.com/wiki/ChooseTemplateByUserLang

So - never mind my original post unless you have any information that's
better than the two ones above.

-- 
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
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130906/f08d816b/attachment.htm>

From Kendric.Beachey at garmin.com  Fri Sep  6 15:55:54 2013
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Fri, 6 Sep 2013 19:55:54 +0000
Subject: [rt-users] Inserting a user with mysql INSERT
Message-ID: <074C3AE4E206DC478AB4FA128B9791411687DC6E@OLAWPA-EXMB06.ad.garmin.com>

I need to create an account for a catch-all email address that will be sending requests to our RT from a separate workflow.  No matter which user triggers the action, the email will appear to come from product.suport at company.com.

When I try to use the GUI to create the user, it fails...looking at the log file, it seems to be because it can't find an equivalent user in our company-wide Active Directory.  (This is a useful thing to seed most user details...name, department, phone, etc. for *real* people.)

I don't need all the details for this user, so I decided I'd be OK to have the user created without all the extra goodies, and went right to the mysql command line.

insert into Users set Name='productsupport', EmailAddress='product.support at company.com';

This succeeded fine...I can see the row is in the database.  But when I try to call up the user from the admin GUI, it says it can't find it.  Are there other fields I should fill in?  Are there actually other tables that need rows inserted too?
--
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 lstewart at iweb.com  Fri Sep  6 16:33:29 2013
From: lstewart at iweb.com (Landon Stewart)
Date: Fri, 6 Sep 2013 13:33:29 -0700
Subject: [rt-users] Dynamic choice of templates based on the value of a
	CF
In-Reply-To: <CABgOHgvOwFAGN7LdXqPEf1OFSC9CpAbBNeZtOu4yWPXpyv7B8w@mail.gmail.com>
References: <CABgOHgtE9M4Se-vKRCtHe6BA4qqUitw80tbYWvZ3DR5Xtm5Hmg@mail.gmail.com>
	<CABgOHgvOwFAGN7LdXqPEf1OFSC9CpAbBNeZtOu4yWPXpyv7B8w@mail.gmail.com>
Message-ID: <CABgOHgtACSY8V6XuTASgSP5L-j6WVpHsv+WiMO6ig=nW5oe4hg@mail.gmail.com>

On 6 September 2013 11:55, Landon Stewart <lstewart at iweb.com> wrote:

> Actually I believe I found the answer which I'm going to try?  I basically
> need a hybrid of these two because we also send different copies of
> templates depending on the language the customer prefers to be communicated
> with in.
>
> http://requesttracker.wikia.com/wiki/ForkTemplate
> http://requesttracker.wikia.com/wiki/ChooseTemplateByUserLang
>
> So - never mind my original post unless you have any information that's
> better than the two ones above.
>

Well after trying and trying - none of this has worked because
SetTemplate() is no longer a valid method for Conditions in RT 4.0.17 among
other reasons.

If anyone has any information on how to dynamically set the Template in a
Scrip with RT 4.0.x I would greatly appreciate it!

-- 
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
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130906/0d79812f/attachment.htm>

From giesen at snickers.org  Sat Sep  7 11:06:22 2013
From: giesen at snickers.org (Gary T. Giesen)
Date: Sat, 7 Sep 2013 11:06:22 -0400
Subject: [rt-users] Recommendations for email validation portal
Message-ID: <CA+j7u-hJpzdrhB2N=4VCADK0uGNpaV8fuRk_UT0GsyZGMzD5vQ@mail.gmail.com>

We currently handle almost all of our ticket submissions via email.
Because we don't want to lose even one email, we tag email as spam but
do not filter it in RT. Obviously, this requires a lot of
queue-cleaning to remove all the junk mail.

What I'm interested in is having some sort of frontend to RT that
would, upon receiving an email, email the user back with a link they
must click before the email is submitted to RT (and ticket generated).
Bonus points if such a solution can track users who have validated in
the past and let them bypass this validation.

Has anyone done something like this that can offer recommendations?

Cheers,

GTG


From presnypreklad at gmail.com  Sat Sep  7 11:58:35 2013
From: presnypreklad at gmail.com (Nathan Cutler)
Date: Sat, 7 Sep 2013 17:58:35 +0200
Subject: [rt-users] Recommendations for email validation portal
In-Reply-To: <CA+j7u-hJpzdrhB2N=4VCADK0uGNpaV8fuRk_UT0GsyZGMzD5vQ@mail.gmail.com>
References: <CA+j7u-hJpzdrhB2N=4VCADK0uGNpaV8fuRk_UT0GsyZGMzD5vQ@mail.gmail.com>
Message-ID: <CABNx+P8ryrP786+yKC5g0pyTXSFkcKMYaSW4qo1jexkMgZm0KQ@mail.gmail.com>

> What I'm interested in is having some sort of frontend to RT that
> would, upon receiving an email, email the user back with a link they
> must click before the email is submitted to RT (and ticket generated).
> Bonus points if such a solution can track users who have validated in
> the past and let them bypass this validation.
>
> Has anyone done something like this that can offer recommendations?

If you have some proficiency in Perl, you can write a plug-in to rt-mailgate:

http://bestpractical.com/docs/rt/latest/rt-mailgate.html#CUSTOMIZATION

(I recently wrote and deployed one.) It's pretty easy to make it do
practically anything you want -- since it's just a Perl script. You
can set RT (in RT_SiteConfig.pm) to not automatically create new RT
users for all incoming emails, and then in the plug-in you can
validate the incoming emails against already existing RT users.
Although RT does not (AFAIK) allow you to assign multiple email
addresses to a single user, you can work around this with the
MergeUsers extension.

This is probably not the only way to approach the problem. It's also
possible to do stuff with CanonicalizeUserName(?), but I haven't tried
that.

Hope this helps.

Nathan


From presnypreklad at gmail.com  Mon Sep  9 10:16:45 2013
From: presnypreklad at gmail.com (Nathan Cutler)
Date: Mon, 9 Sep 2013 16:16:45 +0200
Subject: [rt-users] CLI question
In-Reply-To: <CABNx+P8grbPGK9swQ6aYZZvxDJVSnGxyiTuiRO3Etfnvbp7OcA@mail.gmail.com>
References: <CABNx+P8grbPGK9swQ6aYZZvxDJVSnGxyiTuiRO3Etfnvbp7OcA@mail.gmail.com>
Message-ID: <CABNx+P_=wBznE=oq+6Vg+TjYMByO+20BXYcdMKMS1g3GWLoBJw@mail.gmail.com>

In case anyone is interested, I patched the 'rt' script to fix the problem:

# diff -u rt.old rt
--- rt.old      2013-08-14 20:46:23.000000000 +0200
+++ rt  2013-09-09 16:06:20.000000000 +0200
@@ -1698,6 +1698,8 @@
         $mon = $month{$monstr} if exists $month{$monstr};
     } elsif ( /(\d{4})-(\d\d)-(\d\d)\s+(\d\d):(\d\d):(\d\d)/ ) {
         ($yr, $mon, $day, $hr, $min, $sec) = ($1, $2-1, $3, $4, $5, $6);
+    } elsif ( /(\d{4})-(\d\d)-(\d\d)\s+(\d\d):(\d\d)/ ) {
+        ($yr, $mon, $day, $hr, $min, $sec) = ($1, $2-1, $3, $4, $5, 0);
     }
     if ( $yr and defined $mon and $day and defined $hr and defined $sec ) {
         return timelocal($sec,$min,$hr,$day,$mon,$yr);

Now the 'rt list' command works as expected.

Nathan


On Thu, Sep 5, 2013 at 4:40 PM, Nathan Cutler <presnypreklad at gmail.com> wrote:
> I'm trying to use the 'rt' command line script. It's working, except
> for an annoying error message:
>
> $ rt list "status='new'"
> Query:status='new'
> Ticket Owner Queue    Age   Told Status Requestor Subject
> --------------------------------------------------------------------------------
> Unknown date format in parsedate: '2011-09-30 13:44'
>
> This "Unknown date format" error is written once for each line of output.
>
> Reading the code, I can see that RT is expecting the date format to
> include the seconds, yet in my case the seconds are missing.
>
> I can patch the code to add ":00" on the end, but I'm curious to hear
> if others can reproduce this, or any ideas for a proper fix.
>
> Thanks!
>
> Nathan


From boli at itss.co.tz  Mon Sep  9 10:26:46 2013
From: boli at itss.co.tz (Boli)
Date: Mon, 09 Sep 2013 17:26:46 +0300
Subject: [rt-users] example code to add button (or hyperlink) to ticket
	display?
Message-ID: <522DDAA6.4010903@itss.co.tz>

Hi All,

I've been hunting for some example code somewhere but haven't managed to 
find any.

I want to (cleanly) add a button or hyperlink to Ticket/Display.html 
that links to (for example)

http://www.example.xyz/something?id=<ticketnumber>

If anyone can point me in the right direction I'd appreciate it.

Oh, and I want to do it cleanly - which I think means using a Callback?

Any assistance/advice much appreciated,

B
-- 
Jon 'Boli' Copeland
Network Engineer
IT Sales & Services Ltd
boli at itss.co.tz
+255 (0) 685 374780


From gleduc at mail.sdsu.edu  Mon Sep  9 11:45:37 2013
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 09 Sep 2013 08:45:37 -0700
Subject: [rt-users] Dynamic choice of templates based on the value of a
 CF
In-Reply-To: <CABgOHgtACSY8V6XuTASgSP5L-j6WVpHsv+WiMO6ig=nW5oe4hg@mail.gmail.com>
References: <CABgOHgtE9M4Se-vKRCtHe6BA4qqUitw80tbYWvZ3DR5Xtm5Hmg@mail.gmail.com>
	<CABgOHgvOwFAGN7LdXqPEf1OFSC9CpAbBNeZtOu4yWPXpyv7B8w@mail.gmail.com>
	<CABgOHgtACSY8V6XuTASgSP5L-j6WVpHsv+WiMO6ig=nW5oe4hg@mail.gmail.com>
Message-ID: <522DED21.8090504@mail.sdsu.edu>

In the past I ended up turning the templates into perl programs.  I made 
all the decisions within the template and then built the output based on 
that logic.  It wasn't very pretty (it was ugly, actually), but it 
worked flawlessly for years.  Gotta be careful with maintenance on the 
templates, though, because a seemingly unrelated change in one part of 
the template sometimes was more related to other parts of the template 
than we thought.

Gene

On 9/6/2013 1:33 PM, Landon Stewart wrote:
> On 6 September 2013 11:55, Landon Stewart <lstewart at iweb.com
> <mailto:lstewart at iweb.com>> wrote:
>
>     Actually I believe I found the answer which I'm going to try?  I
>     basically need a hybrid of these two because we also send different
>     copies of templates depending on the language the customer prefers
>     to be communicated with in.
>
>     http://requesttracker.wikia.com/wiki/ForkTemplate
>     http://requesttracker.wikia.com/wiki/ChooseTemplateByUserLang
>
>     So - never mind my original post unless you have any information
>     that's better than the two ones above.
>
>
> Well after trying and trying - none of this has worked because
> SetTemplate() is no longer a valid method for Conditions in RT 4.0.17
> among other reasons.
>
> If anyone has any information on how to dynamically set the Template in
> a Scrip with RT 4.0.x I would greatly appreciate it!
>
> --
> Landon Stewart :: lstewart at iweb.com <mailto:lstewart at iweb.com>
> Lead Specialist, Abuse and Security Management
> Sp?cialiste principal, gestion des abus et s?curit?
> http://iweb.com :: +1 (888) 909-4932
>
>


From leprykaun at hotmail.com  Mon Sep  9 14:40:25 2013
From: leprykaun at hotmail.com (Lep Rykaun)
Date: Mon, 9 Sep 2013 18:40:25 +0000
Subject: [rt-users] Apache log RT usernames
In-Reply-To: <BAY173-W3F808C183BA7488C42BF4AC3F0@phx.gbl>
References: <BAY173-W3F808C183BA7488C42BF4AC3F0@phx.gbl>
Message-ID: <BAY173-W3E2B668C2032B26376703AC3F0@phx.gbl>


Is it possible to log RT usernames in the apache access log in RT4?  It looks like it was relatively simple to add in RT3, but I'm having no luck setting this up in RT4.  Tried setting %ENV vars, and passing $r->notes between apache and RT while using custom apache logformats but no luck.  any help or pointing in the right direction would be appreciated.  Seems it should be something relatively simple but not able to find much on the web about this.

Thanks.
 		 	   		   		 	   		  
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130909/b4509c3e/attachment.htm>

From Kendric.Beachey at garmin.com  Mon Sep  9 16:26:15 2013
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Mon, 9 Sep 2013 20:26:15 +0000
Subject: [rt-users] Inserting a user with mysql INSERT
In-Reply-To: <074C3AE4E206DC478AB4FA128B9791411687DC6E@OLAWPA-EXMB06.ad.garmin.com>
References: <074C3AE4E206DC478AB4FA128B9791411687DC6E@OLAWPA-EXMB06.ad.garmin.com>
Message-ID: <074C3AE4E206DC478AB4FA128B9791411687F04C@OLAWPA-EXMB06.ad.garmin.com>

The crickets and I poked around in other tables, trying to figure out which magic rows to insert to make RT fully recognize my inserted user, but I never got it to work.

But there is a happy ending anyway:  I took another working account, from some guy who quit probably 10 years ago, and re-purposed it into the account I needed.  This worked just fine...and is probably what I should have done in the first place!
--
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: Friday, September 06, 2013 2:56 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Inserting a user with mysql INSERT

I need to create an account for a catch-all email address that will be sending requests to our RT from a separate workflow.  No matter which user triggers the action, the email will appear to come from product.suport at company.com.

When I try to use the GUI to create the user, it fails...looking at the log file, it seems to be because it can't find an equivalent user in our company-wide Active Directory.  (This is a useful thing to seed most user details...name, department, phone, etc. for *real* people.)

I don't need all the details for this user, so I decided I'd be OK to have the user created without all the extra goodies, and went right to the mysql command line.

insert into Users set Name='productsupport', EmailAddress='product.support at company.com';

This succeeded fine...I can see the row is in the database.  But when I try to call up the user from the admin GUI, it says it can't find it.  Are there other fields I should fill in?  Are there actually other tables that need rows inserted too?
--
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  Mon Sep  9 22:01:51 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 9 Sep 2013 22:01:51 -0400
Subject: [rt-users] Inserting a user with mysql INSERT
In-Reply-To: <074C3AE4E206DC478AB4FA128B9791411687F04C@OLAWPA-EXMB06.ad.garmin.com>
References: <074C3AE4E206DC478AB4FA128B9791411687DC6E@OLAWPA-EXMB06.ad.garmin.com>
	<074C3AE4E206DC478AB4FA128B9791411687F04C@OLAWPA-EXMB06.ad.garmin.com>
Message-ID: <20130910020151.GA84863@jibsheet.com>

On Mon, Sep 09, 2013 at 08:26:15PM +0000, Beachey, Kendric wrote:
> The crickets and I poked around in other tables, trying to figure out which magic rows to insert to make RT fully recognize my inserted user, but I never got it to work.

I suspect you forgot to temporarily disable this
https://metacpan.org/source/TSIBLEY/RT-Authen-ExternalAuth-0.17/etc/RT_SiteConfig.pm#L65

> But there is a happy ending anyway: I took another working account,
> from some guy who quit probably 10 years ago, and re-purposed it into
> the account I needed. This worked just fine...and is probably what I
> should have done in the first place!

You'll have some weird results doing this, since any old tickets
associated with that guy will now be associated with this user.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130909/484dcae7/attachment.sig>

From falcone at bestpractical.com  Mon Sep  9 22:12:20 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 9 Sep 2013 22:12:20 -0400
Subject: [rt-users] Result page not up to date after TransactionBatch
 scrips
In-Reply-To: <OFC4043D5D.B87FFECB-ONC1257BDB.0042D69F-C1257BDC.002D6F57@esselte.com>
References: <OFC4043D5D.B87FFECB-ONC1257BDB.0042D69F-C1257BDC.002D6F57@esselte.com>
Message-ID: <20130910021220.GB84863@jibsheet.com>

On Wed, Sep 04, 2013 at 10:16:16AM +0200, Rafal Matera wrote:
> We use RT 4.0.13, We customized our installation by some scrips. Part of
> them have to work in TransactionBatch mode.
> One of the scrips changes the ticket owner on queue change. This is done by
> scrip working in mentioned TransactionBatch mode.
> 
> When the queue is changed on Basics screen (Ticket/Modify.html), scrip is
> executed without a failure.
> The problem is that result page shows the OLD VALUE of the owner.
> Clicking Display or Basics again shows that owner was really changed by the
> scrip.

I'm not surprised.  In order to avoid problems with TransactionBatch
scrips, the ticket is cloned and worked on.  The ticket object in the
page is not directly acted on by the Scrip.

TransactionBatch scrips through the 3.6/3.8/4.0 series have been
inconsistent about when it updates. I don't think there's ever been a
guarantee that it will update the object and TransactionBatch scrips
in general are too magical.

> Do you have any idea, how to force RT to show current values on result
> page ?

Use one of the other callbacks in that page to reload the ticket
object, $TicketObj->Load($TicketObj->Id); from the BeforeActionList
callback or one of the others should be enough.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130909/5c04e229/attachment.sig>

From rchanter at gmail.com  Tue Sep 10 01:42:59 2013
From: rchanter at gmail.com (Rob Chanter)
Date: Tue, 10 Sep 2013 15:42:59 +1000
Subject: [rt-users] problem with PriorityAsString extension
Message-ID: <CAC0cZxPNFg1k1rU37aPYF-J0v2W8eCo3f3WCPok0_BY9O6AbqA@mail.gmail.com>

Hi list,

I've installed the RT::Extension::PriorityAsString extension into RT4.04 on
Ubuntu 12.04 LTS. It does, as advertised, display priorities as strings,
but also seems to make an unwanted change to the Edit Queue page.

Before installing the extension, I get a normal input field into which I
can type a number for starting and final priority:

<tr><td align="right">Priority starts at:</td><td><input
name="InitialPriority" value="17" size="5" /></td><td
align="right">Over time, priority moves toward:</td><td><input
name="FinalPriority" value="22" size="5" /><br /><span><em>requires
running rt-crontool</em></span></td></tr>

After installing/configuring the extension, this is replaced by an
option list containing one entry, which looks like an arrayref.:

<tr><td align="right">Priority starts at:</td><td><select
class="select-priority" name="InitialPriority"><option
class="array&#40;0x27250880&#41;" value=""
>ARRAY&#40;0x27250880&#41;</option></select></td><td
align="right">Over time, priority moves toward:</td><td><select
class="select-priority" name="FinalPriority"><option
class="array&#40;0x27250880&#41;" value=""
>ARRAY&#40;0x27250880&#41;</option></select><br /><span><em>requires
running rt-crontool</em></span></td></tr>

I would guess the extension has a misplaced '@' where there should be
a '$'. Perl version is 5.14.2.

This prevents me setting the priorities in new or existing queues. Any
ideas on how to resolve it?

TIA,

rob
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130910/e7e53b19/attachment.htm>

From ruz at bestpractical.com  Tue Sep 10 01:56:40 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 10 Sep 2013 09:56:40 +0400
Subject: [rt-users] problem with PriorityAsString extension
In-Reply-To: <CAC0cZxPNFg1k1rU37aPYF-J0v2W8eCo3f3WCPok0_BY9O6AbqA@mail.gmail.com>
References: <CAC0cZxPNFg1k1rU37aPYF-J0v2W8eCo3f3WCPok0_BY9O6AbqA@mail.gmail.com>
Message-ID: <CAMOxC8utrp1Qu6-QaVK-8_f+rMrtz6=ByGq8C-nU-wYzTrVLrw@mail.gmail.com>

Hi,

Show your config options for the extension and version.


On Tue, Sep 10, 2013 at 9:42 AM, Rob Chanter <rchanter at gmail.com> wrote:

> Hi list,
>
> I've installed the RT::Extension::PriorityAsString extension into RT4.04
> on Ubuntu 12.04 LTS. It does, as advertised, display priorities as strings,
> but also seems to make an unwanted change to the Edit Queue page.
>
> Before installing the extension, I get a normal input field into which I
> can type a number for starting and final priority:
>
> <tr><td align="right">Priority starts at:</td><td><input name="InitialPriority" value="17" size="5" /></td><td align="right">Over time, priority moves toward:</td><td><input name="FinalPriority" value="22" size="5" /><br /><span><em>requires running rt-crontool</em></span></td></tr>
>
> After installing/configuring the extension, this is replaced by an option list containing one entry, which looks like an arrayref.:
>
> <tr><td align="right">Priority starts at:</td><td><select class="select-priority" name="InitialPriority"><option class="array&#40;0x27250880&#41;" value="" >ARRAY&#40;0x27250880&#41;</option></select></td><td align="right">Over time, priority moves toward:</td><td><select class="select-priority" name="FinalPriority"><option class="array&#40;0x27250880&#41;" value="" >ARRAY&#40;0x27250880&#41;</option></select><br /><span><em>requires running rt-crontool</em></span></td></tr>
>
> I would guess the extension has a misplaced '@' where there should be a '$'. Perl version is 5.14.2.
>
> This prevents me setting the priorities in new or existing queues. Any ideas on how to resolve it?
>
> TIA,
>
> rob
>
>


-- 
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130910/9ac8e2c0/attachment.htm>

From rchanter at gmail.com  Tue Sep 10 02:42:43 2013
From: rchanter at gmail.com (Rob Chanter)
Date: Tue, 10 Sep 2013 16:42:43 +1000
Subject: [rt-users] problem with PriorityAsString extension
In-Reply-To: <CAMOxC8utrp1Qu6-QaVK-8_f+rMrtz6=ByGq8C-nU-wYzTrVLrw@mail.gmail.com>
References: <CAC0cZxPNFg1k1rU37aPYF-J0v2W8eCo3f3WCPok0_BY9O6AbqA@mail.gmail.com>
	<CAMOxC8utrp1Qu6-QaVK-8_f+rMrtz6=ByGq8C-nU-wYzTrVLrw@mail.gmail.com>
Message-ID: <CAC0cZxOz51cyNS6mVoH_d4wHOb19nvh-xhLXuCki5FESWz+cLw@mail.gmail.com>

Ah, just that question has pointed me in the right direction.

For the benefit of the list archives, the problem was with the contents
of Set(@PriorityAsStringOrder, ...) in the config.

The example config had one-word labels, something like
Set(@PriorityAsStringOrder, qw(low medium high)). My labels are multiple
words, so I knew that qw() was the wrong list construction. I changed that
to something like

Set(@PriorityAsStringOrder, ['3 days to go', '2 days to go', '1 day to go',
'last day', 'overdue']);

Obviously my perl is too rusty for my own good. Changing the square
brackets to parentheses changed the second argument from an array to a
list, as it should have been. This is correct:

Set(@PriorityAsStringOrder, ('3 days to go', '2 days to go', '1 day to go',
'last day', 'overdue'));

It all works as I expect now. Perhaps the documentation could include more
examples?

cheers
rob

On Tue, Sep 10, 2013 at 3:56 PM, Ruslan Zakirov <ruz at bestpractical.com>wrote:

> Hi,
>
> Show your config options for the extension and version.
>
>
> On Tue, Sep 10, 2013 at 9:42 AM, Rob Chanter <rchanter at gmail.com> wrote:
>
>> Hi list,
>>
>> I've installed the RT::Extension::PriorityAsString extension into RT4.04
>> on Ubuntu 12.04 LTS. It does, as advertised, display priorities as strings,
>> but also seems to make an unwanted change to the Edit Queue page.
>>
>> Before installing the extension, I get a normal input field into which I
>> can type a number for starting and final priority:
>>
>> <tr><td align="right">Priority starts at:</td><td><input name="InitialPriority" value="17" size="5" /></td><td align="right">Over time, priority moves toward:</td><td><input name="FinalPriority" value="22" size="5" /><br /><span><em>requires running rt-crontool</em></span></td></tr>
>>
>> After installing/configuring the extension, this is replaced by an option list containing one entry, which looks like an arrayref.:
>>
>> <tr><td align="right">Priority starts at:</td><td><select class="select-priority" name="InitialPriority"><option class="array&#40;0x27250880&#41;" value="" >ARRAY&#40;0x27250880&#41;</option></select></td><td align="right">Over time, priority moves toward:</td><td><select class="select-priority" name="FinalPriority"><option class="array&#40;0x27250880&#41;" value="" >ARRAY&#40;0x27250880&#41;</option></select><br /><span><em>requires running rt-crontool</em></span></td></tr>
>>
>> I would guess the extension has a misplaced '@' where there should be a '$'. Perl version is 5.14.2.
>>
>> This prevents me setting the priorities in new or existing queues. Any ideas on how to resolve it?
>>
>> TIA,
>>
>> rob
>>
>>
>
>
> --
> Best regards, Ruslan.
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130910/b9beec0e/attachment.htm>

From alexdecalli71 at gmail.com  Tue Sep 10 04:46:24 2013
From: alexdecalli71 at gmail.com (Alex Decalli)
Date: Tue, 10 Sep 2013 10:46:24 +0200
Subject: [rt-users] pbcat.something tables
In-Reply-To: <CAMOxC8ubP9GRKbb7GiK1whL4ydytvDH3hRoqXy8baxB3fimwVw@mail.gmail.com>
References: <CANUk3YOGKPD39O=8j3-fvv8yBc=i4By43x5tUb+k4yeFh1CcVA@mail.gmail.com>
	<CAMOxC8ubP9GRKbb7GiK1whL4ydytvDH3hRoqXy8baxB3fimwVw@mail.gmail.com>
Message-ID: <CANUk3YNWDoWQ_gq0gzOLGoaB=YkbRMyPVFwBzjHU7b7vv8V5kg@mail.gmail.com>

Thank you Ruslan. I am looking for more documentations and references after
you told me about this, I will send feedback for people here. If you want
to track, I have discussed them in here too:


http://forums.devshed.com/mysql-help-4/pbcat-tables-in-mysql-951448.html


On Tue, Sep 3, 2013 at 9:53 PM, Ruslan Zakirov <ruz at bestpractical.com>wrote:

> Hi,
>
> These are not RT tables, these are not mysql special tables. Google says
> that pbc* are from Power Builder app. Ask on power builder forums.
>
>
> On Mon, Sep 2, 2013 at 4:30 PM, Alex Decalli <alexdecalli71 at gmail.com>wrote:
>
>> Hi RT-players
>>
>> Does anybody know what are these tables in RT database starting with
>> pbcat, like pbcatcol, pbcatedt and ...? Someone says:
>>
>> "As far as I know, those are tables PB uses and are not to be directly
>> modfied by a user. I'm in PB 9 but from the help using PBCatalogOwner
>> DBParm
>> parameter:
>>
>> "Specifies a nondefault owner for the extended attribute system tables.
>> These five tables contain default extended attribute information for your
>> database. "
>>
>> When you set up attributes for your tables, that's when these tables are
>> populated."
>> I like to know more about this. I am not very good in mysql and I need to
>> know how is the impact on these tables?
>>
>> And by the way, what are "some-rt-table-FTSI"?? Does database makes them
>> automatically too??
>>
>> Thanks...
>>
>
>
>
> --
> Best regards, Ruslan.
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130910/00da8a7c/attachment.htm>

From tony.atkinson at dataproservices.co.uk  Tue Sep 10 05:09:04 2013
From: tony.atkinson at dataproservices.co.uk (Tony Atkinson)
Date: Tue, 10 Sep 2013 10:09:04 +0100
Subject: [rt-users] Send creation email only, all other email suppressed
Message-ID: <522EE1B0.1000707@dataproservices.co.uk>

Hello,

Looking for the best way to modify a queue so that it only sends out the
ticket creation emails.
Email out to an address on ticket creation only, but all other actions /
replies do not generate any email.

Poked around with custom queue scrips, but there doesn't seem to be an
easy way to generate a custom email

Does anyone have any pointers on how to go about this?
(Using RT 4)

Many thanks


From ruz at bestpractical.com  Tue Sep 10 06:03:44 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 10 Sep 2013 14:03:44 +0400
Subject: [rt-users] problem with PriorityAsString extension
In-Reply-To: <CAC0cZxOz51cyNS6mVoH_d4wHOb19nvh-xhLXuCki5FESWz+cLw@mail.gmail.com>
References: <CAC0cZxPNFg1k1rU37aPYF-J0v2W8eCo3f3WCPok0_BY9O6AbqA@mail.gmail.com>
	<CAMOxC8utrp1Qu6-QaVK-8_f+rMrtz6=ByGq8C-nU-wYzTrVLrw@mail.gmail.com>
	<CAC0cZxOz51cyNS6mVoH_d4wHOb19nvh-xhLXuCki5FESWz+cLw@mail.gmail.com>
Message-ID: <CAMOxC8timJumL=bvv5gesTu09MYLVxH=56Zc5RyGWOrKhgSGNQ@mail.gmail.com>

On the following page you can click edit:
https://github.com/bestpractical/rt-extension-priorityasstring/blob/master/lib/RT/Extension/PriorityAsString.pm

this allows you to provide documentation patch without clonning, knowing
git, .... right from you browser.


On Tue, Sep 10, 2013 at 10:42 AM, Rob Chanter <rchanter at gmail.com> wrote:

> Ah, just that question has pointed me in the right direction.
>
> For the benefit of the list archives, the problem was with the contents
> of Set(@PriorityAsStringOrder, ...) in the config.
>
> The example config had one-word labels, something like
> Set(@PriorityAsStringOrder, qw(low medium high)). My labels are multiple
> words, so I knew that qw() was the wrong list construction. I changed that
> to something like
>
> Set(@PriorityAsStringOrder, ['3 days to go', '2 days to go', '1 day to
> go', 'last day', 'overdue']);
>
> Obviously my perl is too rusty for my own good. Changing the square
> brackets to parentheses changed the second argument from an array to a
> list, as it should have been. This is correct:
>
> Set(@PriorityAsStringOrder, ('3 days to go', '2 days to go', '1 day to
> go', 'last day', 'overdue'));
>
> It all works as I expect now. Perhaps the documentation could include more
> examples?
>
> cheers
> rob
>
> On Tue, Sep 10, 2013 at 3:56 PM, Ruslan Zakirov <ruz at bestpractical.com>wrote:
>
>> Hi,
>>
>> Show your config options for the extension and version.
>>
>>
>> On Tue, Sep 10, 2013 at 9:42 AM, Rob Chanter <rchanter at gmail.com> wrote:
>>
>>> Hi list,
>>>
>>> I've installed the RT::Extension::PriorityAsString extension into RT4.04
>>> on Ubuntu 12.04 LTS. It does, as advertised, display priorities as strings,
>>> but also seems to make an unwanted change to the Edit Queue page.
>>>
>>> Before installing the extension, I get a normal input field into which I
>>> can type a number for starting and final priority:
>>>
>>> <tr><td align="right">Priority starts at:</td><td><input name="InitialPriority" value="17" size="5" /></td><td align="right">Over time, priority moves toward:</td><td><input name="FinalPriority" value="22" size="5" /><br /><span><em>requires running rt-crontool</em></span></td></tr>
>>>
>>> After installing/configuring the extension, this is replaced by an option list containing one entry, which looks like an arrayref.:
>>>
>>>
>>> <tr><td align="right">Priority starts at:</td><td><select class="select-priority" name="InitialPriority"><option class="array&#40;0x27250880&#41;" value="" >ARRAY&#40;0x27250880&#41;</option></select></td><td align="right">Over time, priority moves toward:</td><td><select class="select-priority" name="FinalPriority"><option class="array&#40;0x27250880&#41;" value="" >ARRAY&#40;0x27250880&#41;</option></select><br /><span><em>requires running rt-crontool</em></span></td></tr>
>>>
>>> I would guess the extension has a misplaced '@' where there should be a '$'. Perl version is 5.14.2.
>>>
>>> This prevents me setting the priorities in new or existing queues. Any ideas on how to resolve it?
>>>
>>> TIA,
>>>
>>>
>>> rob
>>>
>>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>
>


-- 
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130910/7973c842/attachment.htm>

From alexdecalli71 at gmail.com  Tue Sep 10 06:57:59 2013
From: alexdecalli71 at gmail.com (Alex Decalli)
Date: Tue, 10 Sep 2013 12:57:59 +0200
Subject: [rt-users] pbcat.something tables
In-Reply-To: <CANUk3YNWDoWQ_gq0gzOLGoaB=YkbRMyPVFwBzjHU7b7vv8V5kg@mail.gmail.com>
References: <CANUk3YOGKPD39O=8j3-fvv8yBc=i4By43x5tUb+k4yeFh1CcVA@mail.gmail.com>
	<CAMOxC8ubP9GRKbb7GiK1whL4ydytvDH3hRoqXy8baxB3fimwVw@mail.gmail.com>
	<CANUk3YNWDoWQ_gq0gzOLGoaB=YkbRMyPVFwBzjHU7b7vv8V5kg@mail.gmail.com>
Message-ID: <CANUk3YOTGEEDNUEZ9xm2gTAs_cK_ACbJjkg-2LC=QzWvd=HU1g@mail.gmail.com>

Ok, found this:

https://kb.asconline.com/powerseller/index.php?article=379

and this:

http://www.sybase.com/detail?id=42412

BUT does anybody else have such these tables? Or it's just us? can you look
into your databases and help me? I'd be thankful. :)


On Tue, Sep 10, 2013 at 10:46 AM, Alex Decalli <alexdecalli71 at gmail.com>wrote:

> Thank you Ruslan. I am looking for more documentations and references
> after you told me about this, I will send feedback for people here. If you
> want to track, I have discussed them in here too:
>
>
> http://forums.devshed.com/mysql-help-4/pbcat-tables-in-mysql-951448.html
>
>
> On Tue, Sep 3, 2013 at 9:53 PM, Ruslan Zakirov <ruz at bestpractical.com>wrote:
>
>> Hi,
>>
>> These are not RT tables, these are not mysql special tables. Google says
>> that pbc* are from Power Builder app. Ask on power builder forums.
>>
>>
>> On Mon, Sep 2, 2013 at 4:30 PM, Alex Decalli <alexdecalli71 at gmail.com>wrote:
>>
>>> Hi RT-players
>>>
>>> Does anybody know what are these tables in RT database starting with
>>> pbcat, like pbcatcol, pbcatedt and ...? Someone says:
>>>
>>> "As far as I know, those are tables PB uses and are not to be directly
>>> modfied by a user. I'm in PB 9 but from the help using PBCatalogOwner
>>> DBParm
>>> parameter:
>>>
>>> "Specifies a nondefault owner for the extended attribute system tables.
>>> These five tables contain default extended attribute information for your
>>> database. "
>>>
>>> When you set up attributes for your tables, that's when these tables are
>>> populated."
>>> I like to know more about this. I am not very good in mysql and I need
>>> to know how is the impact on these tables?
>>>
>>> And by the way, what are "some-rt-table-FTSI"?? Does database makes them
>>> automatically too??
>>>
>>> Thanks...
>>>
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130910/73d86157/attachment.htm>

From balint.bekeny at docca.hu  Tue Sep 10 08:16:09 2013
From: balint.bekeny at docca.hu (=?UTF-8?B?QsOBTElOVCBCZWvDqW55?=)
Date: Tue, 10 Sep 2013 14:16:09 +0200
Subject: [rt-users] 4.2.0rc1 question
Message-ID: <CAEMrJvA_UzSZi917qfG+6kfTATtMZZuOP+vPODdgW97drSmfQQ@mail.gmail.com>

Hi List,

Where can I find these new features in 4.2.0rc1?

  * 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.)

Thanks,
--
Bekeny
Docca OutSource IT Ltd.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130910/82660d5b/attachment.htm>

From jbrandt at bestpractical.com  Tue Sep 10 08:22:54 2013
From: jbrandt at bestpractical.com (Jim Brandt)
Date: Tue, 10 Sep 2013 08:22:54 -0400
Subject: [rt-users] 4.2.0rc1 question
In-Reply-To: <CAEMrJvA_UzSZi917qfG+6kfTATtMZZuOP+vPODdgW97drSmfQQ@mail.gmail.com>
References: <CAEMrJvA_UzSZi917qfG+6kfTATtMZZuOP+vPODdgW97drSmfQQ@mail.gmail.com>
Message-ID: <522F0F1E.2080803@bestpractical.com>

On 9/10/13 8:16 AM, B?LINT Bek?ny wrote:
> Hi List,
>
> Where can I find these new features in 4.2.0rc1?
>
>    * 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.)

You can see some docs here:

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

All of the 4.2 docs have been published on bestpractical.com to make it 
easier to find information on new features. The docs are included in the 
4.2 distribution as well.

We'll also have a blog post on the new custom field groups coming soon.

-- 



From guadagnino.cristiano at creval.it  Tue Sep 10 11:38:40 2013
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Tue, 10 Sep 2013 15:38:40 +0000
Subject: [rt-users] Rt search does not work with sphinx main+delta index
Message-ID: <522F3D02.7000103@creval.it>

I am having trouble with RT fulltext searches. I am using RT 4.0.17 with Mysql and Sphinx 4.0.8.
Sphinx is configured to use a main+delta index (configuration attached). Main index is created once every morning, while the delta index is created every 5 minutes.
If I search using the "search" command line tool from Sphinx everything is correct.

Fulltext search with RT 4.0.10 instead seemed to return only the results from the main index, disregarding anything from the delta index.
So I updated to the latest RT release (4.0.17) just to be sure. Now fulltext search with RT does not return anything at all!!

Example from the CLI:

search CrevalPublic --rsort=date -q -l 500

This returns 73 hits on the main index and 39 ihits on the delta index.

Simple search with RT:

fulltext:CrevalPublic any

This returns 0 results.

Any suggestions?

T.I.A.
Bye
Cris
--
Cristiano Guadagnino
Servizio Data Administration
Bankadati S.I.
Gruppo Credito Valtellinese
Tel. +39-0342-522172


Nota di riservatezza: 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.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130910/2e6025da/attachment.htm>
-------------- next part --------------
An embedded and charset-unspecified text was scrubbed...
Name: sphinx.conf
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130910/2e6025da/attachment.ksh>

From RMatera at esselte.com  Tue Sep 10 12:33:48 2013
From: RMatera at esselte.com (Rafal Matera)
Date: Tue, 10 Sep 2013 18:33:48 +0200
Subject: [rt-users] Result page not up to date after TransactionBatch
	scrips
In-Reply-To: <20130910021220.GB84863@jibsheet.com>
References: <OFC4043D5D.B87FFECB-ONC1257BDB.0042D69F-C1257BDC.002D6F57@esselte.com>
	<20130910021220.GB84863@jibsheet.com>
Message-ID: <OF1B9EBB70.A5C06FF6-ONC1257BE2.005AB2B9-C1257BE2.005AFC73@esselte.com>

Hi Kevin,

Thank you for your advice.
Works perfectly.

Rafal



From:	Kevin Falcone <falcone at bestpractical.com>
To:	rt-users at lists.bestpractical.com
Date:	2013-09-10 04:12
Subject:	Re: [rt-users] Result page not up to date after
            TransactionBatch scrips
Sent by:	rt-users-bounces at lists.bestpractical.com



On Wed, Sep 04, 2013 at 10:16:16AM +0200, Rafal Matera wrote:
> We use RT 4.0.13, We customized our installation by some scrips. Part of
> them have to work in TransactionBatch mode.
> One of the scrips changes the ticket owner on queue change. This is done
by
> scrip working in mentioned TransactionBatch mode.
>
> When the queue is changed on Basics screen (Ticket/Modify.html), scrip is
> executed without a failure.
> The problem is that result page shows the OLD VALUE of the owner.
> Clicking Display or Basics again shows that owner was really changed by
the
> scrip.

I'm not surprised.  In order to avoid problems with TransactionBatch
scrips, the ticket is cloned and worked on.  The ticket object in the
page is not directly acted on by the Scrip.

TransactionBatch scrips through the 3.6/3.8/4.0 series have been
inconsistent about when it updates. I don't think there's ever been a
guarantee that it will update the object and TransactionBatch scrips
in general are too magical.

> Do you have any idea, how to force RT to show current values on result
> page ?

Use one of the other callbacks in that page to reload the ticket
object, $TicketObj->Load($TicketObj->Id); from the BeforeActionList
callback or one of the others should be enough.

-kevin




From jvdwege at xs4all.nl  Tue Sep 10 14:37:35 2013
From: jvdwege at xs4all.nl (Joop)
Date: Tue, 10 Sep 2013 20:37:35 +0200
Subject: [rt-users] pbcat.something tables
In-Reply-To: <CANUk3YOTGEEDNUEZ9xm2gTAs_cK_ACbJjkg-2LC=QzWvd=HU1g@mail.gmail.com>
References: <CANUk3YOGKPD39O=8j3-fvv8yBc=i4By43x5tUb+k4yeFh1CcVA@mail.gmail.com>	<CAMOxC8ubP9GRKbb7GiK1whL4ydytvDH3hRoqXy8baxB3fimwVw@mail.gmail.com>	<CANUk3YNWDoWQ_gq0gzOLGoaB=YkbRMyPVFwBzjHU7b7vv8V5kg@mail.gmail.com>
	<CANUk3YOTGEEDNUEZ9xm2gTAs_cK_ACbJjkg-2LC=QzWvd=HU1g@mail.gmail.com>
Message-ID: <522F66EF.10605@xs4all.nl>

Alex Decalli wrote:
> Ok, found this:
>
> https://kb.asconline.com/powerseller/index.php?article=379
>
> and this:
>
> http://www.sybase.com/detail?id=42412
>
> BUT does anybody else have such these tables? Or it's just us? can you 
> look into your databases and help me? I'd be thankful. :)
>
>
If you don't use that system then no. I don't have it.

Joop



From thiago.cristino at gmail.com  Tue Sep 10 16:33:24 2013
From: thiago.cristino at gmail.com (Thiago Cristino dos Santos)
Date: Tue, 10 Sep 2013 17:33:24 -0300
Subject: [rt-users] Allow or block login based on remote IP address
Message-ID: <CAFmBDBr2gddJjiOKVTN3M0M2+9MhfneaHR2tQh5WWLL+hs3mDw@mail.gmail.com>

Hi List,


There is some way to allow or block user login based on specific remote IP
address/range?

E.g:
Members of group 'Internal Users' can login only from 192.168.0.0/24
Members of group 'Field Staff' can login from any IP/mask
User john can login only from IP 192.168.0.12

Thanks!
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130910/42aa504e/attachment.htm>

From triplejl at miamioh.edu  Tue Sep 10 16:43:55 2013
From: triplejl at miamioh.edu (Triplett, Jeff)
Date: Tue, 10 Sep 2013 16:43:55 -0400
Subject: [rt-users] REST API - User Create Example
Message-ID: <CAF0WdKcMWS1baz8_S1ncLwvdN_DFCZwoXqD-z1jZxStU5naqwA@mail.gmail.com>

We are attempting to add RT into our Account Management System.  We would
like to use the REST API to add new and update user information.  I have
looked on http://requesttracker.wikia.com/wiki/REST but the documentation
for User Create is a little sparse.

What is the format that the REST API is expecting the User Create POST
information in?

I know that the REST documentation states " variable named "content",
containing "key: value" line by line, like the response to /user/<user-id>"

If I could get an example that would be very helpful.

I am using CURL to test.  We are running RT 4.0.17 with ExternalAuth
Plugin.

-- 
Thanks,
Jeff Triplett
Systems Administrator
Miami University, Oxford, Ohio
College of Engineering & Computing
109B Benton Hall
513-529-0791
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130910/742efdfc/attachment.htm>

From guadagnino.cristiano at creval.it  Wed Sep 11 03:07:50 2013
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Wed, 11 Sep 2013 07:07:50 +0000
Subject: [rt-users] Rt search does not work with sphinx main+delta index
In-Reply-To: <522F3D02.7000103@creval.it>
References: <522F3D02.7000103@creval.it>
Message-ID: <523016C7.4070901@creval.it>

Well, it turned out that the problem with 4.0.17 not returning any result was due to a stale searchd process.
Restarting the daemon reverted behavior to that of RT 4.0.10, which was anyway wrong.

So, to restate it clearly: RT is only returning results from the main index, completely ignoring the delta index.

Please help.

Bye
Cris


Guadagnino Cristiano wrote:
I am having trouble with RT fulltext searches. I am using RT 4.0.17 with Mysql and Sphinx 4.0.8.
Sphinx is configured to use a main+delta index (configuration attached). Main index is created once every morning, while the delta index is created every 5 minutes.
If I search using the "search" command line tool from Sphinx everything is correct.

Fulltext search with RT 4.0.10 instead seemed to return only the results from the main index, disregarding anything from the delta index.
So I updated to the latest RT release (4.0.17) just to be sure. Now fulltext search with RT does not return anything at all!!

Example from the CLI:

search CrevalPublic --rsort=date -q -l 500

This returns 73 hits on the main index and 39 ihits on the delta index.

Simple search with RT:

fulltext:CrevalPublic any

This returns 0 results.

Any suggestions?

T.I.A.
Bye
Cris
--
Cristiano Guadagnino
Servizio Data Administration
Bankadati S.I.
Gruppo Credito Valtellinese


--
Cristiano Guadagnino
Servizio Data Administration
Bankadati S.I.
Gruppo Credito Valtellinese


-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130911/c20707e7/attachment.htm>

From presnypreklad at gmail.com  Wed Sep 11 04:57:15 2013
From: presnypreklad at gmail.com (Nathan Cutler)
Date: Wed, 11 Sep 2013 10:57:15 +0200
Subject: [rt-users] MergeUsers patch
Message-ID: <CABNx+P8GumzzOF44d9zC_igh4=fONATG+-M_5nr41EhGdBG2fQ@mail.gmail.com>

Hi Ruslan:

Thanks for the MergeUsers patch you provided awhile back. Do I need to
do anything special (pull request, etc.) to get this accepted
upstream, or will you take care of it?

Thanks,
Nathan


From t.baetzler at bringe.com  Wed Sep 11 05:24:23 2013
From: t.baetzler at bringe.com (=?utf-8?B?VGhvbWFzIELDpHR6bGVy?=)
Date: Wed, 11 Sep 2013 09:24:23 +0000
Subject: [rt-users] MergeUsers patch
In-Reply-To: <CABNx+P8GumzzOF44d9zC_igh4=fONATG+-M_5nr41EhGdBG2fQ@mail.gmail.com>
References: <CABNx+P8GumzzOF44d9zC_igh4=fONATG+-M_5nr41EhGdBG2fQ@mail.gmail.com>
Message-ID: <515168F006F2D643952F8FFD24F2E073025A3D49F6@sonne2.gw.bringe.net>

Nathan Cutler asked:

> Hi Ruslan:
> 
> Thanks for the MergeUsers patch you provided awhile back. Do I need to
> do anything special (pull request, etc.) to get this accepted
> upstream, or will you take care of it?

He has already uploaded it to CPAN:

rt:~/.cpan/build/RT-Extension-MergeUsers-0.11-MGX37G# head -5 Changes 
0.11 Tue Sep 10 14:42:46 MSK 2013

    * For every merged user in a collection one user at the end of
      the collection was skipped, for example in owners drop down,
      admin interface or in autocompletion lists.

Cheers,
Thomas

From ruz at bestpractical.com  Wed Sep 11 07:54:10 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 11 Sep 2013 15:54:10 +0400
Subject: [rt-users] MergeUsers patch
In-Reply-To: <515168F006F2D643952F8FFD24F2E073025A3D49F6@sonne2.gw.bringe.net>
References: <CABNx+P8GumzzOF44d9zC_igh4=fONATG+-M_5nr41EhGdBG2fQ@mail.gmail.com>
	<515168F006F2D643952F8FFD24F2E073025A3D49F6@sonne2.gw.bringe.net>
Message-ID: <CAMOxC8txPX2PSZHx0v+ZL9KDv7XqHD6B9s-Xg7yt2yU-obDnsQ@mail.gmail.com>

What Thomas said.


On Wed, Sep 11, 2013 at 1:24 PM, Thomas B?tzler <t.baetzler at bringe.com>wrote:

> Nathan Cutler asked:
>
> > Hi Ruslan:
> >
> > Thanks for the MergeUsers patch you provided awhile back. Do I need to
> > do anything special (pull request, etc.) to get this accepted
> > upstream, or will you take care of it?
>
> He has already uploaded it to CPAN:
>
> rt:~/.cpan/build/RT-Extension-MergeUsers-0.11-MGX37G# head -5 Changes
> 0.11 Tue Sep 10 14:42:46 MSK 2013
>
>     * For every merged user in a collection one user at the end of
>       the collection was skipped, for example in owners drop down,
>       admin interface or in autocompletion lists.
>
> Cheers,
> Thomas
>



-- 
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130911/4c200f37/attachment.htm>

From ruz at bestpractical.com  Wed Sep 11 07:57:54 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 11 Sep 2013 15:57:54 +0400
Subject: [rt-users] Fwd: How to list all enabled users in Perl script?
In-Reply-To: <CABNx+P-hOUNbpcyPnRKCxoL-WkjXA5cfsE2APPF3m6uG8DPjmA@mail.gmail.com>
References: <CABNx+P_Z3m=ErTwrZAnCMAsn7sXGXOGqbjU-WU8Jhtk-iCBXHQ@mail.gmail.com>
	<CAMOxC8vz2h1dToDaGHwgRXSUrgCPXO459QzJF0yDw6L=h2n5kQ@mail.gmail.com>
	<CABNx+P_S2yAUK7HQJo3f2U7TBj4tD5=bCQKaEFtRQ4NCwCRvKQ@mail.gmail.com>
	<CABNx+P_uydv4rO3GBJCPg=6SJaLTBp7WmQRo38FZprHNVKDX0Q@mail.gmail.com>
	<CAMOxC8tmFD7wTCOxHvEVrtK6DAgb+eDaxD3S5huprP4-XNxYwg@mail.gmail.com>
	<CABNx+P-YBLLc+wpWBga3s8RdNXx-NQEJtx55YmeGr1498POGQg@mail.gmail.com>
	<515168F006F2D643952F8FFD24F2E073025A3CB975@sonne2.gw.bringe.net>
	<CAMOxC8ukW_FsG8LY-g8V4iQx6WtZTOCD8d97m1n--Kf7gGmjVA@mail.gmail.com>
	<CABNx+P_9MsMw2AAxOw-WELTGwaoX-NEOruQxq6S-hDm=fRdU-g@mail.gmail.com>
	<CAMOxC8s3nhv=2s4ygrkQRWzYdK302EkXb3QXvm_EUC1AsiccJg@mail.gmail.com>
	<CABNx+P-hOUNbpcyPnRKCxoL-WkjXA5cfsE2APPF3m6uG8DPjmA@mail.gmail.com>
Message-ID: <CAMOxC8thrqNJUigRLbSjKfCDeF_Ngzr2N7mWGZLVfCd1bBaohg@mail.gmail.com>

Hi RT users,

A new version of MergeUsers extension has been released to the CPAN.


On Thu, Sep 5, 2013 at 6:54 PM, Nathan Cutler <presnypreklad at gmail.com>wrote:

> > Can you test the following patch?
>
> I've applied the patch on both our testing and production instances.
> It seems to work! Will keep an eye on it to see if there are any
> undesired consequences.
>
> Thanks alot!





-- 
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130911/99b71216/attachment.htm>

From presnypreklad at gmail.com  Wed Sep 11 07:59:50 2013
From: presnypreklad at gmail.com (Nathan Cutler)
Date: Wed, 11 Sep 2013 13:59:50 +0200
Subject: [rt-users] MergeUsers patch
In-Reply-To: <CAMOxC8txPX2PSZHx0v+ZL9KDv7XqHD6B9s-Xg7yt2yU-obDnsQ@mail.gmail.com>
References: <CABNx+P8GumzzOF44d9zC_igh4=fONATG+-M_5nr41EhGdBG2fQ@mail.gmail.com>
	<515168F006F2D643952F8FFD24F2E073025A3D49F6@sonne2.gw.bringe.net>
	<CAMOxC8txPX2PSZHx0v+ZL9KDv7XqHD6B9s-Xg7yt2yU-obDnsQ@mail.gmail.com>
Message-ID: <CABNx+P-ZNpNCBKet_pCOmMjkSxkUqwV2=31_8d0Mkq4M8juPMw@mail.gmail.com>

Thanks, guys.

On Wed, Sep 11, 2013 at 1:54 PM, Ruslan Zakirov <ruz at bestpractical.com> wrote:
> What Thomas said.
>
>
> On Wed, Sep 11, 2013 at 1:24 PM, Thomas B?tzler <t.baetzler at bringe.com>
> wrote:
>>
>> Nathan Cutler asked:
>>
>> > Hi Ruslan:
>> >
>> > Thanks for the MergeUsers patch you provided awhile back. Do I need to
>> > do anything special (pull request, etc.) to get this accepted
>> > upstream, or will you take care of it?
>>
>> He has already uploaded it to CPAN:
>>
>> rt:~/.cpan/build/RT-Extension-MergeUsers-0.11-MGX37G# head -5 Changes
>> 0.11 Tue Sep 10 14:42:46 MSK 2013
>>
>>     * For every merged user in a collection one user at the end of
>>       the collection was skipped, for example in owners drop down,
>>       admin interface or in autocompletion lists.
>>
>> Cheers,
>> Thomas
>
>
>
>
> --
> Best regards, Ruslan.


From ruz at bestpractical.com  Wed Sep 11 08:25:56 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 11 Sep 2013 16:25:56 +0400
Subject: [rt-users] Rt search does not work with sphinx main+delta index
In-Reply-To: <523016C7.4070901@creval.it>
References: <522F3D02.7000103@creval.it>
	<523016C7.4070901@creval.it>
Message-ID: <CAMOxC8uiTPAfzynfdG-XAHB2CXNb7WUYK=0r4=871UA-gwmn4Q@mail.gmail.com>

Hi,

RT defines index in the CONNECTION attribute of the table, so you have to
adjust it to use several indexes, see the following doc:

http://sphinxsearch.com/docs/2.0.9/sphinxse-using.html

It's not clear how, but it implies that you can do the following:

ALTER TABLE t1 CONNECTION="sphinx://NEWHOST:NEWPORT/index1,index2,index3";



On Wed, Sep 11, 2013 at 11:07 AM, Guadagnino Cristiano <
guadagnino.cristiano at creval.it> wrote:

>  Well, it turned out that the problem with 4.0.17 not returning any result
> was due to a stale searchd process.
> Restarting the daemon reverted behavior to that of RT 4.0.10, which was
> anyway wrong.
>
> So, to restate it clearly: *RT is only returning results from the main
> index, completely ignoring the delta index*.
>
> Please help.
>
> Bye
> Cris
>
>
>
> Guadagnino Cristiano wrote:
>
> I am having trouble with RT fulltext searches. I am using RT 4.0.17 with
> Mysql and Sphinx 4.0.8.
> Sphinx is configured to use a main+delta index (configuration attached).
> Main index is created once every morning, while the delta index is created
> every 5 minutes.
> If I search using the "search" command line tool from Sphinx everything is
> correct.
>
> Fulltext search with RT *4.0.10* instead seemed to return only the
> results from the main index, disregarding anything from the delta index.
> So I updated to the latest RT release (*4.0.17*) just to be sure. Now
> fulltext search with RT does not return anything at all!!
>
> *Example from the CLI: *
>
> search CrevalPublic --rsort=date -q -l 500
>
>  This returns 73 hits on the main index and 39 ihits on the delta index.
>
> *Simple search with RT:*
>
> fulltext:CrevalPublic any
>
>  This returns 0 results.
>
> Any suggestions?
>
> T.I.A.
> Bye
> Cris
> --
> *Cristiano Guadagnino*
> Servizio Data Administration
> Bankadati S.I.
> Gruppo Credito Valtellinese
>
> **
>
>
> --
> *Cristiano Guadagnino*
> Servizio Data Administration
> Bankadati S.I.
> Gruppo Credito Valtellinese
>
>
> **
>



-- 
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130911/336fcc6b/attachment.htm>

From ruz at bestpractical.com  Wed Sep 11 08:27:20 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 11 Sep 2013 16:27:20 +0400
Subject: [rt-users] REST API - User Create Example
In-Reply-To: <CAF0WdKcMWS1baz8_S1ncLwvdN_DFCZwoXqD-z1jZxStU5naqwA@mail.gmail.com>
References: <CAF0WdKcMWS1baz8_S1ncLwvdN_DFCZwoXqD-z1jZxStU5naqwA@mail.gmail.com>
Message-ID: <CAMOxC8tLqT=ENLT_A6i=JU6iDXwXEYx6-wvoPsUx+AbTzSYufQ@mail.gmail.com>

Hi,

The easiest way is to use bin/rt tool and enable debug output in it, it can
print all requests and responses.


On Wed, Sep 11, 2013 at 12:43 AM, Triplett, Jeff <triplejl at miamioh.edu>wrote:

> We are attempting to add RT into our Account Management System.  We would
> like to use the REST API to add new and update user information.  I have
> looked on http://requesttracker.wikia.com/wiki/REST but the documentation
> for User Create is a little sparse.
>
> What is the format that the REST API is expecting the User Create POST
> information in?
>
> I know that the REST documentation states " variable named "content",
> containing "key: value" line by line, like the response to
> /user/<user-id>"
>
> If I could get an example that would be very helpful.
>
> I am using CURL to test.  We are running RT 4.0.17 with ExternalAuth
> Plugin.
>
> --
> Thanks,
> Jeff Triplett
> Systems Administrator
> Miami University, Oxford, Ohio
> College of Engineering & Computing
> 109B Benton Hall
> 513-529-0791
>



-- 
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130911/920a99e4/attachment.htm>

From ruz at bestpractical.com  Wed Sep 11 08:28:36 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 11 Sep 2013 16:28:36 +0400
Subject: [rt-users] Allow or block login based on remote IP address
In-Reply-To: <CAFmBDBr2gddJjiOKVTN3M0M2+9MhfneaHR2tQh5WWLL+hs3mDw@mail.gmail.com>
References: <CAFmBDBr2gddJjiOKVTN3M0M2+9MhfneaHR2tQh5WWLL+hs3mDw@mail.gmail.com>
Message-ID: <CAMOxC8t5EqVw+2PCL5_LeAh4O_XVZH-jcw0XSdUa-t+8HZJ9RA@mail.gmail.com>

On Wed, Sep 11, 2013 at 12:33 AM, Thiago Cristino dos Santos <
thiago.cristino at gmail.com> wrote:

> Hi List,
>
>
> There is some way to allow or block user login based on specific remote IP
> address/range?
>
> E.g:
> Members of group 'Internal Users' can login only from 192.168.0.0/24
> Members of group 'Field Staff' can login from any IP/mask
> User john can login only from IP 192.168.0.12
>

Yes, but only with hacking RT.


>
> Thanks!
>
>
>
>
>


-- 
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130911/19eb48e4/attachment.htm>

From ruz at bestpractical.com  Wed Sep 11 08:31:03 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 11 Sep 2013 16:31:03 +0400
Subject: [rt-users] Send creation email only, all other email suppressed
In-Reply-To: <522EE1B0.1000707@dataproservices.co.uk>
References: <522EE1B0.1000707@dataproservices.co.uk>
Message-ID: <CAMOxC8uUAFBOGNGMeraMvLWmsmLnZZKOoLc0x271ms=hzRo_DA@mail.gmail.com>

The following may help:

http://requesttracker.wikia.com/wiki/Template#What_if_I_want_to_override_a_global_template_for_one_of_my_queues.3F

Also, empty template disables notification scrip.


On Tue, Sep 10, 2013 at 1:09 PM, Tony Atkinson <
tony.atkinson at dataproservices.co.uk> wrote:

> Hello,
>
> Looking for the best way to modify a queue so that it only sends out the
> ticket creation emails.
> Email out to an address on ticket creation only, but all other actions /
> replies do not generate any email.
>
> Poked around with custom queue scrips, but there doesn't seem to be an
> easy way to generate a custom email
>
> Does anyone have any pointers on how to go about this?
> (Using RT 4)
>
> Many thanks
>



-- 
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130911/8faf15ef/attachment.htm>

From vadud3 at gmail.com  Wed Sep 11 08:47:06 2013
From: vadud3 at gmail.com (Asif Iqbal)
Date: Wed, 11 Sep 2013 08:47:06 -0400
Subject: [rt-users] Allow or block login based on remote IP address
In-Reply-To: <CAFmBDBr2gddJjiOKVTN3M0M2+9MhfneaHR2tQh5WWLL+hs3mDw@mail.gmail.com>
References: <CAFmBDBr2gddJjiOKVTN3M0M2+9MhfneaHR2tQh5WWLL+hs3mDw@mail.gmail.com>
Message-ID: <CAOHBbgW=2HWpxchikCtNHoaTrEXmOmV3RUw11+2ddaHqHZGKRw@mail.gmail.com>

On Tue, Sep 10, 2013 at 4:33 PM, Thiago Cristino dos Santos <
thiago.cristino at gmail.com> wrote:

> Hi List,
>
>
> There is some way to allow or block user login based on specific remote IP
> address/range?
>
> E.g:
> Members of group 'Internal Users' can login only from 192.168.0.0/24
> Members of group 'Field Staff' can login from any IP/mask
> User john can login only from IP 192.168.0.12
>
> Thanks!
>
>
>
How about blocking it at apache or nginx or whichever you are using to
access RT?




-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130911/7702e007/attachment.htm>

From cloos at netcologne.de  Wed Sep 11 10:55:40 2013
From: cloos at netcologne.de (Christian Loos)
Date: Wed, 11 Sep 2013 16:55:40 +0200
Subject: [rt-users] rights for articles
Message-ID: <5230846C.8070002@netcologne.de>

Hi,

I'm currently a little bit lost within the article rights.

Problem:
a user can see on the ticket update page the dropdown list with the
articles, but if he select an article the page reloads but the article
content isn't included in the message box.
If I (with SuperUser power) select an article the content is included in
the message box so i think this is an rights problem.

I created an Class and give the user the ShowArticle right and applied
the Class to the queue. On the custom field that holds the article
content the user have the SeeCustomField right via system group everyone.

Maybe someone have an idea what right am I missing.

RT version 4.0.17

Chris


From guadagnino.cristiano at creval.it  Wed Sep 11 10:55:00 2013
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Wed, 11 Sep 2013 14:55:00 +0000
Subject: [rt-users] Rt search does not work with sphinx main+delta index
In-Reply-To: <CAMOxC8uiTPAfzynfdG-XAHB2CXNb7WUYK=0r4=871UA-gwmn4Q@mail.gmail.com>
References: <522F3D02.7000103@creval.it> <523016C7.4070901@creval.it>
	<CAMOxC8uiTPAfzynfdG-XAHB2CXNb7WUYK=0r4=871UA-gwmn4Q@mail.gmail.com>
Message-ID: <52308446.20403@creval.it>

Ruslan,
first of all thank you very much for your help.
Your solution worked like a charm!

Now, reading the document you sent me I see that Sphinx allows to override the index (or indexes) name on the query text.
I tried it and it is actually working very well: it's sufficient to append ";index=indexname1,indexname2" to the query text.

Don't you think it would be nice (and better from a usability point of view) to add a new configuration option to RT_Config.pm so that RT administrators that want to fine-tune their Sphinx configuration don't have to ALTER the AttachmentsIndex table? You should only change RT code so that every query sent to Sphinx gets the new token appended.
Well, just my 2 cents :-).

Thank you
Bye
Cris

________________________________
Da: Ruslan Zakirov <ruz at bestpractical.com><mailto:ruz at bestpractical.com>
Inviato: Wed Sep 11 2013 14:25:56 GMT+0200 (CEST)
A: Guadagnino Cristiano <guadagnino.cristiano at creval.it><mailto:guadagnino.cristiano at creval.it>
Cc: "rt-users at lists.bestpractical.com"<mailto:rt-users at lists.bestpractical.com> <rt-users at lists.bestpractical.com><mailto:rt-users at lists.bestpractical.com>
Oggetto: Re: [rt-users] Rt search does not work with sphinx main+delta index
Hi,

RT defines index in the CONNECTION attribute of the table, so you have to adjust it to use several indexes, see the following doc:

http://sphinxsearch.com/docs/2.0.9/sphinxse-using.html

It's not clear how, but it implies that you can do the following:


ALTER TABLE t1 CONNECTION="sphinx://NEWHOST:NEWPORT/index1,index2,index3";


On Wed, Sep 11, 2013 at 11:07 AM, Guadagnino Cristiano <guadagnino.cristiano at creval.it<mailto:guadagnino.cristiano at creval.it>> wrote:
Well, it turned out that the problem with 4.0.17 not returning any result was due to a stale searchd process.
Restarting the daemon reverted behavior to that of RT 4.0.10, which was anyway wrong.

So, to restate it clearly: RT is only returning results from the main index, completely ignoring the delta index.

Please help.

Bye
Cris



Guadagnino Cristiano wrote:
I am having trouble with RT fulltext searches. I am using RT 4.0.17 with Mysql and Sphinx 4.0.8.
Sphinx is configured to use a main+delta index (configuration attached). Main index is created once every morning, while the delta index is created every 5 minutes.
If I search using the "search" command line tool from Sphinx everything is correct.

Fulltext search with RT 4.0.10 instead seemed to return only the results from the main index, disregarding anything from the delta index.
So I updated to the latest RT release (4.0.17) just to be sure. Now fulltext search with RT does not return anything at all!!

Example from the CLI:

search CrevalPublic --rsort=date -q -l 500

This returns 73 hits on the main index and 39 ihits on the delta index.

Simple search with RT:

fulltext:CrevalPublic any

This returns 0 results.

Any suggestions?

T.I.A.
Bye
Cris
--
Cristiano Guadagnino
Servizio Data Administration
Bankadati S.I.
Gruppo Credito Valtellinese


--
Cristiano Guadagnino
Servizio Data Administration
Bankadati S.I.
Gruppo Credito Valtellinese





--
Best regards, Ruslan.

--
Cristiano Guadagnino
Servizio Data Administration
Bankadati S.I.
Gruppo Credito Valtellinese
Tel. +39-0342-522172

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130911/5e157314/attachment.htm>

From ruz at bestpractical.com  Wed Sep 11 16:30:57 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 12 Sep 2013 00:30:57 +0400
Subject: [rt-users] CLI question
In-Reply-To: <CABNx+P_=wBznE=oq+6Vg+TjYMByO+20BXYcdMKMS1g3GWLoBJw@mail.gmail.com>
References: <CABNx+P8grbPGK9swQ6aYZZvxDJVSnGxyiTuiRO3Etfnvbp7OcA@mail.gmail.com>
	<CABNx+P_=wBznE=oq+6Vg+TjYMByO+20BXYcdMKMS1g3GWLoBJw@mail.gmail.com>
Message-ID: <CAMOxC8usxXp39QrLkVvh8Ju=ik6W2qwNcPaUqsTnzBKCyBBboA@mail.gmail.com>

Hi,

It's very much expected for seconds to be there if the data is from DB. Can
you describe situation in more details?


On Mon, Sep 9, 2013 at 6:16 PM, Nathan Cutler <presnypreklad at gmail.com>wrote:

> In case anyone is interested, I patched the 'rt' script to fix the problem:
>
> # diff -u rt.old rt
> --- rt.old      2013-08-14 20:46:23.000000000 +0200
> +++ rt  2013-09-09 16:06:20.000000000 +0200
> @@ -1698,6 +1698,8 @@
>          $mon = $month{$monstr} if exists $month{$monstr};
>      } elsif ( /(\d{4})-(\d\d)-(\d\d)\s+(\d\d):(\d\d):(\d\d)/ ) {
>          ($yr, $mon, $day, $hr, $min, $sec) = ($1, $2-1, $3, $4, $5, $6);
> +    } elsif ( /(\d{4})-(\d\d)-(\d\d)\s+(\d\d):(\d\d)/ ) {
> +        ($yr, $mon, $day, $hr, $min, $sec) = ($1, $2-1, $3, $4, $5, 0);
>      }
>      if ( $yr and defined $mon and $day and defined $hr and defined $sec )
> {
>          return timelocal($sec,$min,$hr,$day,$mon,$yr);
>
> Now the 'rt list' command works as expected.
>
> Nathan
>
>
> On Thu, Sep 5, 2013 at 4:40 PM, Nathan Cutler <presnypreklad at gmail.com>
> wrote:
> > I'm trying to use the 'rt' command line script. It's working, except
> > for an annoying error message:
> >
> > $ rt list "status='new'"
> > Query:status='new'
> > Ticket Owner Queue    Age   Told Status Requestor Subject
> >
> --------------------------------------------------------------------------------
> > Unknown date format in parsedate: '2011-09-30 13:44'
> >
> > This "Unknown date format" error is written once for each line of output.
> >
> > Reading the code, I can see that RT is expecting the date format to
> > include the seconds, yet in my case the seconds are missing.
> >
> > I can patch the code to add ":00" on the end, but I'm curious to hear
> > if others can reproduce this, or any ideas for a proper fix.
> >
> > Thanks!
> >
> > Nathan
>



-- 
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130912/8972c0fb/attachment.htm>

From ruz at bestpractical.com  Wed Sep 11 16:34:07 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 12 Sep 2013 00:34:07 +0400
Subject: [rt-users] Fwd: Need Help on RT
In-Reply-To: <CABNx+P-Zdr-A2GE2Kz9DkhS3P_d7ZKE=Tc0ENCRDTPHc0ZP3EA@mail.gmail.com>
References: <1170296620-1378226957-cardhu_decombobulator_blackberry.rim.net-861988804-@b1.c17.bise7.blackberry>
	<CABNx+P-Zdr-A2GE2Kz9DkhS3P_d7ZKE=Tc0ENCRDTPHc0ZP3EA@mail.gmail.com>
Message-ID: <CAMOxC8vaeQPJqqjMC_inmF7m1nXeQ3Vbzp6R5B9GF1joBbR1ZQ@mail.gmail.com>

On Wed, Sep 4, 2013 at 1:52 PM, Nathan Cutler <presnypreklad at gmail.com>wrote:

> This got directed to my personal mail by mistake -- forwarding to the list.
>
> ---------- Forwarded message ----------
>
> Dear Concern,
>
> I need help on RT.I am new to linux and RT we have previously have RT
> 3.6.5 now with the help of my friend I have upgraded it to 3.8.0
>
> I am facing two issues.
>
> 1.While sending mail from RT to one time CC and BB they are not
> getting mail. I have checked the notify scrips etc all are seem to be
> right.
>

Missing scrip "On correspond notify other recipients".


>
> 2.When I send any mail to user along with attachment at the user end
> it will so message "transition apper to have no context"
>

Sounds like a bug fixed ages ago. Very strange to upgrade to 3.8.0 when
there
were 16 more releases with bug fixes in 3.8 series. 4.0 the current stable
and
4.2.0rc1 is out.



>
> Please help me on this. it would be realy help full for me.
>
> I am stuck on this for last One Month
>
> Thanks a lot in advance .
>
> Alok
> Sent from BlackBerry? on Airtel
>



-- 
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130912/a66fab5b/attachment.htm>

From ruz at bestpractical.com  Wed Sep 11 16:50:25 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 12 Sep 2013 00:50:25 +0400
Subject: [rt-users] problem sharing session between RT and custom code
In-Reply-To: <CAO_bo77EFiZHSwzmBd5F7H_-0n_ucDyqHavBUfGrtzcGpZ9-ig@mail.gmail.com>
References: <CAO_bo77EFiZHSwzmBd5F7H_-0n_ucDyqHavBUfGrtzcGpZ9-ig@mail.gmail.com>
Message-ID: <CAMOxC8tfkJA=hfdsFChaekN5us=3Yuse2z+zaVJOnYydRpf8bA@mail.gmail.com>

Hi,

I think the only way somebody would help you is if you put up minimal
application code that replicates your problem. You have too many pieces.


On Thu, Aug 22, 2013 at 1:50 AM, Len Jaffe <lenjaffe at jaffesystems.com>wrote:

> I have written an application that runs alongside an RT4 instance, and
> makes use of RT's Logger, db handle and session.
>
> In moving from mysql to Oracle, I've run into a problem that after lodign
> a page from my app, the next  request, whether to my app, or RT,  hangs
> trying to get an exclusive lock on the session lock file that it had used
> without a problem on the previous request (and requests, if I start out
> clicking around in RT).
>
> I've determined that it is exclusive lock call by using strace.  I've also
> learned that while clicking through RT, and the first click into my app,
> the session lock file is file descriptor 11, but the request after hitting
> my app uses 13, but doesn't close 11, so it looks like my app is not
> untie-the session, but I'm relying on RT to tie/until the session - or so I
> think.
>
> I'm sure that there's something that I've missed. Something that RT does
> that I've orverlooked, or some assumption I've made that is invalid.
>
> Can anybody tell me (why my autohandler might be causing RT to use a
> different fd despite using the same session id, and why it might not be
> correctly relinquishing the lock or the tied hash?  Or nudge me in the
> right direction?
>
> 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.
>
>


-- 
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130912/151121ef/attachment.htm>

From ruz at bestpractical.com  Wed Sep 11 16:51:46 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 12 Sep 2013 00:51:46 +0400
Subject: [rt-users] RT user login not possible after Ubuntu 11.04 uprade
In-Reply-To: <CANUk3YOr0ybMcQ7SR6rUHzsVTngMME1FPhac2SKSJvTyrXcdpg@mail.gmail.com>
References: <CANUk3YP2CkvWE3KgCrm-=Qz_Lm=YVdkWUf=v_hbr-ZUXuaCzSA@mail.gmail.com>
	<CANUk3YOcVOQinRA5ey9UwO2+=7BDRhLpptSy+SAJ3tVGAcg2xQ@mail.gmail.com>
	<CANUk3YOr0ybMcQ7SR6rUHzsVTngMME1FPhac2SKSJvTyrXcdpg@mail.gmail.com>
Message-ID: <CAMOxC8ujmPsiHCR46ycOmYcdYifSYMHzDYe+u=zUhML8ia0WZg@mail.gmail.com>

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


On Wed, Aug 21, 2013 at 4:31 PM, Alex Decalli <alexdecalli71 at gmail.com>wrote:

> Ok, found the problem but really didn't know how to fix, so have to reset
> password...
>
> UPDATE Users SET Password=ENCRYPT('password','SA') WHERE Name='root';
>
> It is the password encryption method, it is changed.
> Any comments?
>
>
>
>
> On Wed, Aug 21, 2013 at 11:34 AM, Alex Decalli <alexdecalli71 at gmail.com>wrote:
>
>> I just found out that RT time is not sync. I got it from RT log file, it
>> is 2 hours late, I am not sure why, my server time is correct (by command
>> date) people say it might be because of mod_perl, can it be possibly the
>> reason I can't login to RT?
>>
>>
>> On Wed, Aug 21, 2013 at 9:39 AM, Alex Decalli <alexdecalli71 at gmail.com>wrote:
>>
>>> Hi all,
>>>
>>> Yesterday, I upgraded my very old uUbuntu server and with that, mysql
>>> and apache2 were updated too, configuration files are still the same. I had
>>> some problems with some file names and locations and Perl modules, I fixed
>>> them all, now I can see RT login page, but I can't login to that with my rt
>>> user (already exists in rtdb) alex001. even not with root. I checked things
>>> like rtuser can access mysql and still has all privileges, rtdb is
>>> readable to anyone, mysql log says nothing about this problem, apache log
>>> just says "login for alex001 failed" and I have no idea where else I can
>>> check or what might cause this problem. Please tell me if you can think of
>>> anything, I mean what does RT do for user login, what might have been
>>> changed, what permissions it will need and anything else you might think
>>> of...
>>>
>>> PS: I am not even sure rt is querying mysql, how can I make sure??
>>>
>>> Thank you all
>>> Alex
>>>
>>>
>>
>


-- 
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130912/8f5ac1de/attachment.htm>

From lists at murrell.ca  Thu Sep 12 02:51:52 2013
From: lists at murrell.ca (Alan Murrell)
Date: Wed, 11 Sep 2013 23:51:52 -0700
Subject: [rt-users] Upgrade question
Message-ID: <20130911235152.27906dwqva19mycc@imap.murrell-van.local>

Hello,

I currently have RT v4.0.7 installed on a Debian server (RT was  
installed from Debian repositories).  For various reasons, I need to  
put RT onto a new server, and was going to stick with Debian, but  
instead of using RT from the repositories, I am planning on doing a  
source install (the repositories are not updated very often, and doing  
a source install will be easier to keep RT updated, IMO)

I am wondering what the best way to go about this is. I am seeing two  
ways to do this:

   1.) Install RT v4.0.7 on the new server, then import current  
configs and database.  Once confirmed all is working properly, perform  
upgrade to v4.0.17.  Or

   2.) Install RT v4.0.17 on new server.  Import configs and database  
from current 4.0.7 server.  Jump to the database schema upgrade part  
of the "upgrade" instructions

The second option would of course be easier and more efficient, as it  
eliminates a step, and it seems to me that it should work, since it  
seems the biggest part of upgrading RT seems to be the database schema  
part; I just don;t know if there might be any "gotchas" doing it that  
way.

What would be the best/recommended way to go?

Thanks! :-)

-Alan


From Torben.Nehmer at cancom.de  Thu Sep 12 05:16:51 2013
From: Torben.Nehmer at cancom.de (Nehmer Torben)
Date: Thu, 12 Sep 2013 11:16:51 +0200
Subject: [rt-users] Question about the RT Mail Loop detection
Message-ID: <60CC28940804BA4AB8773EDE2CCA07F0228965D6C6@JETMX003.int.cancom.de>

Good day,

on a local RT 4.0.7 installation (Debian Stable Packages) we have intermittent problems of RT detecting Mails as bounces (in general plausible). Unfortunately (Thanks to Exchange ;-)) we are having a bit of a problem in tracking it down.

RT sends a simple "RT thinks this message may be a bounce" with a simple text attachment with the mail content. It is indeed plausible, that it is a bounce, as it is a mail sent by RT during ticket creation, which immediately (1 minute later via cron) gets back to RT.

My problem here is that I am having great difficulty to narrow down, what exactly is happening here. Is there a way to get RT to give me the details of the bounced mail instead of only the content. Especially I would be interested in the full E-Mail Headers of the mail that came in and was detected as bounce. That would give me the chance to look into the question where it actually came from.

Any help would be greatly appreciated.

Best regards
Torben Nehmer
-------
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer
CANCOM GmbH
Messerschmittstr. 20
89343 Scheppach
Germany
Tel.: +49 8225 - 996-1118
Fax: +49 8225 - 996-41118
torben.nehmer at cancom.de<mailto:torben.nehmer at cancom.de>
www.cancom.de<http://www.cancom.de/>
CANCOM GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Gesch?ftsf?hrer: Rudolf Hotter (Vorsitzender), Ralf Binder, Jacques Diaz, Frank Richter
Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt!
This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee!

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130912/9802ef73/attachment.htm>

From falcone at bestpractical.com  Thu Sep 12 10:53:18 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 12 Sep 2013 10:53:18 -0400
Subject: [rt-users] Upgrade question
In-Reply-To: <20130911235152.27906dwqva19mycc@imap.murrell-van.local>
References: <20130911235152.27906dwqva19mycc@imap.murrell-van.local>
Message-ID: <20130912145318.GC84863@jibsheet.com>

On Wed, Sep 11, 2013 at 11:51:52PM -0700, Alan Murrell wrote:
> source install (the repositories are not updated very often, and
> doing a source install will be easier to keep RT updated, IMO)

4.0.17 was actually added to unstable and testing at the end of
August.  The Debian packager for RT works quite hard.

>   2.) Install RT v4.0.17 on new server.  Import configs and database
> from current 4.0.7 server.  Jump to the database schema upgrade part
> of the "upgrade" instructions

This is what I would do.  It's a new server, so you even have plenty
of opportunity to do a test upgrade first.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130912/9b74168a/attachment.sig>

From triplejl at miamioh.edu  Fri Sep 13 09:30:30 2013
From: triplejl at miamioh.edu (Triplett, Jeff)
Date: Fri, 13 Sep 2013 09:30:30 -0400
Subject: [rt-users] CLI and User Custom Fields
Message-ID: <CAF0WdKcgWHQBpHzn9vUbwB6fxq3FwYNuh-zGurtzFbuwNZ2kng@mail.gmail.com>

I am trying to find a way to set User Custom Fields using the CLI.  I have
tried:

rt edit -t users UniqueID set CF-MyCFName="something"

rt edit -t users UniqueID set CF.{MyCFName}="something"

When I use these commands I get a "Unknown field"  error.

Is is possible to edit user Custom Fields from the CLI?

-- 
Thanks,
Jeff Triplett
Systems Administrator
Miami University, Oxford, Ohio
College of Engineering & Computing
109B Benton Hall
513-529-0791
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130913/111e01dc/attachment.htm>

From qxin at cio.sc.gov  Fri Sep 13 09:18:30 2013
From: qxin at cio.sc.gov (Xin, Qiao)
Date: Fri, 13 Sep 2013 13:18:30 +0000
Subject: [rt-users] errors in upgrade to rt-4.2
Message-ID: <CE5888C4.96E7%qxin@cio.sc.gov>

Hi,

We failed in upgrading RT from 4.0.5 with RTIR 2.6.1 to 4.2 with the following error. Please help.

mysql  Ver 14.14 Distrib 5.1.69, for redhat-linux-gnu (x86_64) using readline 5.1
This is perl, v5.10.1 (*) built for x86_64-linux-thread-multi

********************
Congratulations. RT has been upgraded. You should now check over
/opt/rt4/etc/RT_Config.pm for any necessary site customization. Additionally,
you should update RT's system database objects by running
    make upgrade-database
[root at supporttest rt-4.2.0rc1]# make upgrade-database
/usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action upgrade --prompt-for-dba-password
In order to create or update your RT database, this script needs to connect to your  mysql instance on localhost (port '') as root
Please specify that user's database password below. If the user has no database
password, just press return.

Password:
Working with:
Type: mysql
Host: localhost
Port:
Name: rt4
User: rt_user
DBA: root
Enter RT version you're upgrading from: 4.0.5

Going to apply following upgrades:
* 4.0.6
* 4.0.9
* 4.0.12
* 4.0.13
* 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 4.0.6
Now populating database schema.
[8932] [Thu Sep 12 20:27:33 2013] [critical]: Can't wrap non-existent subroutine RT::Queue::HasRight at /temp/rt-4.2.0rc1/sbin/../lib/RT.pm line 730.
Compilation failed in require at /temp/rt-4.2.0rc1/sbin/../lib/RT.pm line 730. (/temp/rt-4.2.0rc1/sbin/../lib/RT.pm:391)
Trace begun at /temp/rt-4.2.0rc1/sbin/../lib/RT.pm line 295
Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x349c490)', 'Can\'t wrap non-existent subroutine RT::Queue::HasRight at /temp/rt-4.2.0rc1/sbin/../lib/RT.pm line 730.^JCompilation failed in require at /temp/rt-4.2.0rc1/sbin/../lib/RT.pm line 730.^J') called at /temp/rt-4.2.0rc1/sbin/../lib/RT.pm line 391
RT::__ANON__('Can\'t wrap non-existent subroutine RT::Queue::HasRight at /temp/rt-4.2.0rc1/sbin/../lib/RT.pm line 730.^JCompilation failed in require at /temp/rt-4.2.0rc1/sbin/../lib/RT.pm line 730.^J') called at /temp/rt-4.2.0rc1/sbin/../lib/RT.pm line 731
RT::InitPlugins at /temp/rt-4.2.0rc1/sbin/../lib/RT.pm line 194
RT::Init at sbin/rt-setup-database line 345
main::action_insert('prompt-for-dba-password', 1, 'datafile', undef, 'action', 'upgrade', 'datadir', './etc/upgrade/4.0.6', 'backcompat', 'ARRAY(0xb470c8)', 'package', 'RT') called at sbin/rt-setup-database line 549
main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade', 'package', 'RT') called at sbin/rt-setup-database line 201
Can't wrap non-existent subroutine RT::Queue::HasRight at /temp/rt-4.2.0rc1/sbin/../lib/RT.pm line 730.
Compilation failed in require at /temp/rt-4.2.0rc1/sbin/../lib/RT.pm line 730.
make: *** [upgrade-database] Error 255



Thanks,
Qiao


-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130913/2c190886/attachment.htm>

From falcone at bestpractical.com  Fri Sep 13 09:53:10 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 13 Sep 2013 09:53:10 -0400
Subject: [rt-users] errors in upgrade to rt-4.2
In-Reply-To: <CE5888C4.96E7%qxin@cio.sc.gov>
References: <CE5888C4.96E7%qxin@cio.sc.gov>
Message-ID: <20130913135310.GD84863@jibsheet.com>

On Fri, Sep 13, 2013 at 01:18:30PM +0000, Xin, Qiao wrote:
>    We failed in upgrading RT from 4.0.5 with RTIR 2.6.1 to 4.2 with the following error. Please help.

I'm confused how you're running 4.0.5 with RTIR 2.6.1, since that
version isn't compatible with RT 4 (RTIR 3.0.0 is the compatible
version).

That old RTIR version appears to be the source of this error as well.

>    [8932] [Thu Sep 12 20:27:33 2013] [critical]: Can't wrap non-existent subroutine
>    RT::Queue::HasRight at /temp/rt-4.2.0rc1/sbin/../lib/RT.pm line 730.
>    Compilation failed in require at /temp/rt-4.2.0rc1/sbin/../lib/RT.pm line 730.
>    (/temp/rt-4.2.0rc1/sbin/../lib/RT.pm:391)

There are some pretty big changes between RT 3.8 (what RTIR 2.6.1 was
designed to work with) and RT 4.2.  We'll be releasing RTIR 3.2.0 to
be compatible with RT 4.2, but not until after the official 4.2.0
ships.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130913/710ea473/attachment.sig>

From falcone at bestpractical.com  Fri Sep 13 09:54:52 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 13 Sep 2013 09:54:52 -0400
Subject: [rt-users] CLI and User Custom Fields
In-Reply-To: <CAF0WdKcgWHQBpHzn9vUbwB6fxq3FwYNuh-zGurtzFbuwNZ2kng@mail.gmail.com>
References: <CAF0WdKcgWHQBpHzn9vUbwB6fxq3FwYNuh-zGurtzFbuwNZ2kng@mail.gmail.com>
Message-ID: <20130913135452.GE84863@jibsheet.com>

On Fri, Sep 13, 2013 at 09:30:30AM -0400, Triplett, Jeff wrote:
>    I am trying to find a way to set User Custom Fields using the CLI. I have tried:
>    rt edit -t users UniqueID set CF-MyCFName="something"
>    rt edit -t users UniqueID set CF.{MyCFName}="something"
>    When I use these commands I get a "Unknown field" error.
>    Is is possible to edit user Custom Fields from the CLI?

The RT CLI is primarily for editing Tickets, not users, queues,
rights, etc.  I'd be surprised if updating User CFs worked.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130913/75e69c8a/attachment.sig>

From triplejl at miamioh.edu  Fri Sep 13 10:09:30 2013
From: triplejl at miamioh.edu (Triplett, Jeff)
Date: Fri, 13 Sep 2013 10:09:30 -0400
Subject: [rt-users] CLI and User Custom Fields
In-Reply-To: <20130913135452.GE84863@jibsheet.com>
References: <CAF0WdKcgWHQBpHzn9vUbwB6fxq3FwYNuh-zGurtzFbuwNZ2kng@mail.gmail.com>
	<20130913135452.GE84863@jibsheet.com>
Message-ID: <CAF0WdKdLQxX=f92CHsOWcopUPiDU=eUYTiip_uDV5KNR_1Hb0Q@mail.gmail.com>

What is the best way to programmatically add and edit users in RT?

Thanks,
Jeff


On Fri, Sep 13, 2013 at 9:54 AM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Fri, Sep 13, 2013 at 09:30:30AM -0400, Triplett, Jeff wrote:
> >    I am trying to find a way to set User Custom Fields using the CLI. I
> have tried:
> >    rt edit -t users UniqueID set CF-MyCFName="something"
> >    rt edit -t users UniqueID set CF.{MyCFName}="something"
> >    When I use these commands I get a "Unknown field" error.
> >    Is is possible to edit user Custom Fields from the CLI?
>
> The RT CLI is primarily for editing Tickets, not users, queues,
> rights, etc.  I'd be surprised if updating User CFs worked.
>
> -kevin
>
>
> --
> RT Training in New York, October 8th and 9th:
> http://bestpractical.com/training
>



-- 
Thanks,
Jeff Triplett
Systems Administrator
Miami University, Oxford, Ohio
College of Engineering & Computing
109B Benton Hall
513-529-0791
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130913/dcb6d345/attachment.htm>

From falcone at bestpractical.com  Fri Sep 13 10:37:59 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 13 Sep 2013 10:37:59 -0400
Subject: [rt-users] CLI and User Custom Fields
In-Reply-To: <CAF0WdKdLQxX=f92CHsOWcopUPiDU=eUYTiip_uDV5KNR_1Hb0Q@mail.gmail.com>
References: <CAF0WdKcgWHQBpHzn9vUbwB6fxq3FwYNuh-zGurtzFbuwNZ2kng@mail.gmail.com>
	<20130913135452.GE84863@jibsheet.com>
	<CAF0WdKdLQxX=f92CHsOWcopUPiDU=eUYTiip_uDV5KNR_1Hb0Q@mail.gmail.com>
Message-ID: <20130913143759.GF84863@jibsheet.com>

On Fri, Sep 13, 2013 at 10:09:30AM -0400, Triplett, Jeff wrote:
>    What is the best way to programmatically add and edit users in RT?

The Perl API which you can read more about on
http://docs.bestpractical.com

If you're just importing users, rather than adding them occasionally,
use something like RT-Extension-LDAPImport instead (or script
something based on it).

https://metacpan.org/release/RT-Extension-LDAPImport

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130913/2a09a852/attachment.sig>

From lstewart at iweb.com  Fri Sep 13 13:16:50 2013
From: lstewart at iweb.com (Landon Stewart)
Date: Fri, 13 Sep 2013 10:16:50 -0700
Subject: [rt-users] Using RT::Template with MIMEObj to create a new ticket
	using ->Create()
Message-ID: <CABgOHgvLd=O82Pm843htWgGMcpSGZ0KY6fNAXORKQ=+2ddZwpw@mail.gmail.com>

This was originally posted to the RTIR list but I'm x-posting it here
because it's not specific to RTIR and I'm still having difficulties.

I've been unable to figure out how to call an action module from another
action module but instead I've been working on an action module that
basically:
- gets called on an Incident (and uses the create and correspond
transactions to open a new Investigations ticket)
- attaches the Incident Reports linked to that Incident to the
Investigation?

I have it creating a ticket although I haven't filled in much of the
CustomFields I'll need to I cannot get it to use a template for some
reason.

Specifically the LoadQueueTemplate() and Parse() a bit of a mystery to me.

Example:
    $templateObj->LoadQueueTemplate( Queue => "Investigations", Name =>
$classification." (en)" );
    my($ret, $msg) = $templateObj->Parse( TicketObj => $new_ticket,
TransactionObj => $self->TransactionObj );

I am building a MIME::Entity above this called $MIMEObj including all the
attachments etc but I don't understand how to get Parse() to to "do
something" to the MIMEObj to get the MIME::Entity->build( Data => ? ) to
use the template.  Also the attachments are coming out in-line in the
message instead of attachments but that's probably because the
"RT-Attach-Message: yes" header is in the template that's not being used if
I'm understanding the use of that header correctly.

A more full representation of the code is here:
http://pastebin.com/QF2tbZqH

Thanks to anyone who has an idea of what I'm missing or doing wrong here
and might have some ideas for me.

-- 
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
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130913/843250a2/attachment.htm>

From qxin at cio.sc.gov  Fri Sep 13 22:16:13 2013
From: qxin at cio.sc.gov (Xin, Qiao)
Date: Sat, 14 Sep 2013 02:16:13 +0000
Subject: [rt-users] errors in upgrade to rt-4.2
In-Reply-To: <CE5888C4.96E7%qxin@cio.sc.gov>
References: <CE5888C4.96E7%qxin@cio.sc.gov>
Message-ID: <24D94772-258C-467E-B7E2-2EAE64D04AA0@cio.sc.gov>

Hi,
Sorry I could not figure out how to reply to existing message, if this creats a new ticket.

If say I have RT 3 and RTIR 2.6 running currently. Since RTIR 2.6 works with RT3 and RTIR 3.0 only works with RT 4. How can I upgrade  my current system? If I upgrade RT to RT 4 first, then the current  RTIR 2.6 will not be compatible with RT 4. If I upgrade RTIR to 3.0 first, then it requires RT 4 but my current RT system is 3.

A fresh install of RT4 and RTIR 3.0 will work. But how can I migrate the data in the old system over to the new system?

Maybe I am missing something here. Please advice.

Thank you for any help.
Best wishes,
Qiao Xin


From ruz at bestpractical.com  Sat Sep 14 03:00:38 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 14 Sep 2013 11:00:38 +0400
Subject: [rt-users] errors in upgrade to rt-4.2
In-Reply-To: <24D94772-258C-467E-B7E2-2EAE64D04AA0@cio.sc.gov>
References: <CE5888C4.96E7%qxin@cio.sc.gov>
	<24D94772-258C-467E-B7E2-2EAE64D04AA0@cio.sc.gov>
Message-ID: <CAMOxC8u0W1XvgK-iQonRoS-O3rVdMqhMtM6M_jTxCsookcN8ag@mail.gmail.com>

On Sat, Sep 14, 2013 at 6:16 AM, Xin, Qiao <qxin at cio.sc.gov> wrote:

> Hi,
> Sorry I could not figure out how to reply to existing message, if this
> creats a new ticket.
>
> If say I have RT 3 and RTIR 2.6 running currently. Since RTIR 2.6 works
> with RT3 and RTIR 3.0 only works with RT 4. How can I upgrade  my current
> system? If I upgrade RT to RT 4 first, then the current  RTIR 2.6 will not
> be compatible with RT 4. If I upgrade RTIR to 3.0 first, then it requires
> RT 4 but my current RT system is 3.
>
> A fresh install of RT4 and RTIR 3.0 will work. But how can I migrate the
> data in the old system over to the new system?
>

Like you tried to upgrade to 4.2, but instead you download RTIR 3.0.x and
RT 4.0.x, upgrade RT to 4.0.x, upgrade RTIR to 3.0 following corresponding
upgrade instructions.


>
> Maybe I am missing something here. Please advice.
>
> Thank you for any help.
> Best wishes,
> Qiao Xin
>
> --
> RT Training in New York, October 8th and 9th:
> http://bestpractical.com/training
>



-- 
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130914/3e741807/attachment.htm>

From ruz at bestpractical.com  Sat Sep 14 03:19:06 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 14 Sep 2013 11:19:06 +0400
Subject: [rt-users] Using RT::Template with MIMEObj to create a new
 ticket using ->Create()
In-Reply-To: <CABgOHgvLd=O82Pm843htWgGMcpSGZ0KY6fNAXORKQ=+2ddZwpw@mail.gmail.com>
References: <CABgOHgvLd=O82Pm843htWgGMcpSGZ0KY6fNAXORKQ=+2ddZwpw@mail.gmail.com>
Message-ID: <CAMOxC8tWfzkJqsHQOBJipLXs2o6QMY-wFgpe9u0+BqyHqKJdTA@mail.gmail.com>

On Fri, Sep 13, 2013 at 9:16 PM, Landon Stewart <lstewart at iweb.com> wrote:

> This was originally posted to the RTIR list but I'm x-posting it here
> because it's not specific to RTIR and I'm still having difficulties.
>
> I've been unable to figure out how to call an action module from another
> action module but instead I've been working on an action module that
> basically:
> - gets called on an Incident (and uses the create and correspond
> transactions to open a new Investigations ticket)
> - attaches the Incident Reports linked to that Incident to the
> Investigation?
>
> I have it creating a ticket although I haven't filled in much of the
> CustomFields I'll need to I cannot get it to use a template for some
> reason.
>
> Specifically the LoadQueueTemplate() and Parse() a bit of a mystery to me.
>
>
> Example:
>     $templateObj->LoadQueueTemplate( Queue => "Investigations", Name =>
> $classification." (en)" );
>     my($ret, $msg) = $templateObj->Parse( TicketObj => $new_ticket,
> TransactionObj => $self->TransactionObj );
>
> I am building a MIME::Entity above this called $MIMEObj including all the
> attachments etc but I don't understand how to get Parse() to to "do
> something" to the MIMEObj to get the MIME::Entity->build( Data => ? ) to
> use the template.  Also the attachments are coming out in-line in the
> message instead of attachments but that's probably because the
> "RT-Attach-Message: yes" header is in the template that's not being used if
> I'm understanding the use of that header correctly.
>

You should go other way around. After calling $template->Parse you call
$template->MIMEObj and get MIME::Entity representing result of the
template. You then can update this entity with attachments, more headers
and so on.

RT-Attach-Message: yes header is checked by notification scrip, so it
should be in notification template, not in template which you use to
generate content.


> A more full representation of the code is here:
> http://pastebin.com/QF2tbZqH
>
> Thanks to anyone who has an idea of what I'm missing or doing wrong here
> and might have some ideas for me.
>
> --
> 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.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130914/ac73e995/attachment.htm>

From qxin at cio.sc.gov  Sat Sep 14 09:28:18 2013
From: qxin at cio.sc.gov (Xin, Qiao)
Date: Sat, 14 Sep 2013 13:28:18 +0000
Subject: [rt-users] errors in upgrade to rt-4.2
In-Reply-To: <CAMOxC8u0W1XvgK-iQonRoS-O3rVdMqhMtM6M_jTxCsookcN8ag@mail.gmail.com>
Message-ID: <CE59D9AA.97DF%qxin@cio.sc.gov>

Thank both of you  very much for the reply.

According to the reply from Kevin: "I'm confused how you're running 4.0.5 with RTIR 2.6.1, since that
version isn't compatible with RT 4 (RTIR 3.0.0 is the compatible
version)."

 After I upgrade RT to 4.0.x but before I upgrade RTIR, I will end up with RT 4.0.x with RTIR 2.6.1. Will the system still be able to run? How can tell the RT upgrade works fine?

------------------------------
Like you tried to upgrade to 4.2, but instead you download RTIR 3.0.x and RT 4.0.x, upgrade RT to 4.0.x, upgrade RTIR to 3.0 following corresponding upgrade instructions.

Thanks again.

Best regards,
Qiao
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130914/b3e5dea5/attachment.htm>

From ruz at bestpractical.com  Sat Sep 14 14:09:28 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 14 Sep 2013 22:09:28 +0400
Subject: [rt-users] errors in upgrade to rt-4.2
In-Reply-To: <CE59D9AA.97DF%qxin@cio.sc.gov>
References: <CAMOxC8u0W1XvgK-iQonRoS-O3rVdMqhMtM6M_jTxCsookcN8ag@mail.gmail.com>
	<CE59D9AA.97DF%qxin@cio.sc.gov>
Message-ID: <CAMOxC8tL399D+k1V8ve9rCuKwKhVny4Uxb-LtDN=AZjJUgphvw@mail.gmail.com>

On Sat, Sep 14, 2013 at 5:28 PM, Xin, Qiao <qxin at cio.sc.gov> wrote:

>  Thank both of you  very much for the reply.
>
>   According to the reply from Kevin: "I'm confused how you're running
> 4.0.5 with RTIR 2.6.1, since that
> version isn't compatible with RT 4 (RTIR 3.0.0 is the compatible
> version)."
>
>   After I upgrade RT to 4.0.x but before I upgrade RTIR, I will end up
> with RT 4.0.x with RTIR 2.6.1. Will the system still be able to run? How
> can tell the
>

RT part should be able to do basic things, RTIR has some hooks inserted
into RT, but not so many to prevent everything from working. However, you
should not use such setup in production.


> RT upgrade works fine?
>

You can bring up RT web interface and play around with read only parts.

Anyway, upgrades across major versions should be performed with test runs,
do test run, document every step, play with every aspect important to you,
repeat all steps during cut over.


>  ------------------------------
>  Like you tried to upgrade to 4.2, but instead you download RTIR 3.0.x
> and RT 4.0.x, upgrade RT to 4.0.x, upgrade RTIR to 3.0 following
> corresponding upgrade instructions.
>
>    Thanks again.
>
>  Best regards,
> Qiao
>
>
> --
> RT Training in New York, October 8th and 9th:
> http://bestpractical.com/training
>



-- 
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130914/59f70fda/attachment.htm>

From lstewart at iweb.com  Sat Sep 14 15:58:10 2013
From: lstewart at iweb.com (Landon Stewart)
Date: Sat, 14 Sep 2013 12:58:10 -0700
Subject: [rt-users] Using RT::Template with MIMEObj to create a new
 ticket using ->Create()
In-Reply-To: <CAMOxC8tWfzkJqsHQOBJipLXs2o6QMY-wFgpe9u0+BqyHqKJdTA@mail.gmail.com>
References: <CABgOHgvLd=O82Pm843htWgGMcpSGZ0KY6fNAXORKQ=+2ddZwpw@mail.gmail.com>
	<CAMOxC8tWfzkJqsHQOBJipLXs2o6QMY-wFgpe9u0+BqyHqKJdTA@mail.gmail.com>
Message-ID: <CABgOHgt2cennP2aKQ3NdTtYSxwanKf+t3npnkC3KSVGWEKCX7g@mail.gmail.com>

On 14 September 2013 00:19, Ruslan Zakirov <ruz at bestpractical.com> wrote:

> You should go other way around. After calling $template->Parse you call
> $template->MIMEObj and get MIME::Entity representing result of the
> template. You then can update this entity with attachments, more headers
> and so on.
>

Hi Ruslan,

Thanks for your reply.  I've just tried this but now I'm wondering where I
get the TicketObj and TransactionObj arguments for $template->Parse.  If I
use the Incident's TicketObj and TransactionObj it actually modifies the
Incident's subject.

I cannot put the $new_ticket->Create(?) before the $template->Parse because
RT::Ticket->Create requires a MIMEObj produced by $template->Parse in
$template->MIMEObj.  It's a chicken vs. egg issue here I think.  I must be
missing something but I don't know what.  I also tried putting the "my
$new_ticket = RT::Ticket->new($RT::SystemUser)" above the template but
leave the Create below but I'm still left with no TransactionObj to use
because it's generated by RT::Ticket->Create(?).

I've pasted a new version of my code at http://pastebin.com/UvnUC221.  This
version modifies the subject of the Incident ($self).

-- 
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
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130914/f75045b9/attachment.htm>

From ruz at bestpractical.com  Sat Sep 14 16:19:22 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sun, 15 Sep 2013 00:19:22 +0400
Subject: [rt-users] Using RT::Template with MIMEObj to create a new
 ticket using ->Create()
In-Reply-To: <CABgOHgt2cennP2aKQ3NdTtYSxwanKf+t3npnkC3KSVGWEKCX7g@mail.gmail.com>
References: <CABgOHgvLd=O82Pm843htWgGMcpSGZ0KY6fNAXORKQ=+2ddZwpw@mail.gmail.com>
	<CAMOxC8tWfzkJqsHQOBJipLXs2o6QMY-wFgpe9u0+BqyHqKJdTA@mail.gmail.com>
	<CABgOHgt2cennP2aKQ3NdTtYSxwanKf+t3npnkC3KSVGWEKCX7g@mail.gmail.com>
Message-ID: <CAMOxC8sSsKNGFfdCwsHRTn775wNgT50dd9f=gr8m+JSy-=UwEg@mail.gmail.com>

On Sat, Sep 14, 2013 at 11:58 PM, Landon Stewart <lstewart at iweb.com> wrote:

> On 14 September 2013 00:19, Ruslan Zakirov <ruz at bestpractical.com> wrote:
>
>> You should go other way around. After calling $template->Parse you call
>> $template->MIMEObj and get MIME::Entity representing result of the
>> template. You then can update this entity with attachments, more headers
>> and so on.
>>
>
> Hi Ruslan,
>
> Thanks for your reply.  I've just tried this but now I'm wondering where I
> get the TicketObj and TransactionObj arguments for $template->Parse.  If I
> use the Incident's TicketObj and TransactionObj it actually modifies the
> Incident's subject.
>
> I cannot put the $new_ticket->Create(?) before the $template->Parse
> because RT::Ticket->Create requires a MIMEObj produced by $template->Parse
> in $template->MIMEObj.  It's a chicken vs. egg issue here I think.  I must
> be missing something but I don't know what.  I also tried putting the "my
> $new_ticket = RT::Ticket->new($RT::SystemUser)" above the template but
> leave the Create below but I'm still left with no TransactionObj to use
> because it's generated by RT::Ticket->Create(?).
>


I don't understand your problem here. You have an incident and want to
create an investigation with a scrip using a template. Templates are used
here so you don't have to change code every time you to change a word or
add a new particular text for such investigations.

Here what you do:

1) scrip is executed when something happens with an Incident, so
$self->TicketObj is an Incident
2) You take Incident's props and use them to generate template name
3) You load template and Parse it, providing as much context as possible to
the template

Here is fun part - RT doesn't care what you pass into template. You can
probably even skip all arguments and if your template is capable to work
without arguments then it will work.

4) Template can have code embedded, so it can use provided context (in your
case Incident) to fill in dynamic details.
5) Template should not change anything, but format some result
6) After parsing you get MIMEObj based on existing Incident, IRs, watchers
of these tickets, CFs, transactions...
7) You complete this MIMEObj with additional data and these actions can be
controlled from templates, for example whether IRs's replies should be
attached to the Investigation or not can be controlled by 'RTIR-Attach-IRs:
yes' header (this is exactly what RT does in notification scrips)
8) Once MIMEObj is complete you create your investigation ticket

I don't see any chicken&egg problem here. Do you?


> I've pasted a new version of my code at http://pastebin.com/UvnUC221.
>  This version modifies the subject of the Incident ($self).
>
> --
> 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.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130915/1c91b58e/attachment.htm>

From l.zawada at finat.pl  Mon Sep 16 05:57:03 2013
From: l.zawada at finat.pl (=?iso-8859-2?Q?Zawada_=A3ukasz?=)
Date: Mon, 16 Sep 2013 09:57:03 +0000
Subject: [rt-users] template in new tickets creation
Message-ID: <001FA52D9FC41647B8EDF1A2FFEC5EDA0BBB3A06@fn-ex-dag2w.finat.pl>

Hello

I've rt 3.8.8.
My problem is that i can't create ticket with my own template.

On one queue  i set template (create_ticet_from_template). Template of course have a body.
And script:
- condiion: on create
- action: create tickets
- templete: create_ticket_from_template
- stage: transactioncreate

But when click "new ticket" in that queue nothing in "describe the issue below" is appear.

What i'm doing wrong ?


Lukas
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130916/8c280669/attachment.htm>

From giles at coochey.net  Mon Sep 16 07:40:53 2013
From: giles at coochey.net (Giles Coochey)
Date: Mon, 16 Sep 2013 12:40:53 +0100
Subject: [rt-users] errors in upgrade to rt-4.2
In-Reply-To: <CAMOxC8tL399D+k1V8ve9rCuKwKhVny4Uxb-LtDN=AZjJUgphvw@mail.gmail.com>
References: <CAMOxC8u0W1XvgK-iQonRoS-O3rVdMqhMtM6M_jTxCsookcN8ag@mail.gmail.com>
	<CE59D9AA.97DF%qxin@cio.sc.gov>
	<CAMOxC8tL399D+k1V8ve9rCuKwKhVny4Uxb-LtDN=AZjJUgphvw@mail.gmail.com>
Message-ID: <5236EE45.6000908@coochey.net>

On 14/09/2013 19:09, Ruslan Zakirov wrote:
>
>
>
> On Sat, Sep 14, 2013 at 5:28 PM, Xin, Qiao <qxin at cio.sc.gov 
> <mailto:qxin at cio.sc.gov>> wrote:
>
>     Thank both of you  very much for the reply.
>
>     According to the reply from Kevin: "I'm confused how you're
>     running 4.0.5 with RTIR 2.6.1, since that
>     version isn't compatible with RT 4 (RTIR 3.0.0 is the compatible
>     version)."
>
>      After I upgrade RT to 4.0.x but before I upgrade RTIR, I will end
>     up with RT 4.0.x with RTIR 2.6.1. Will the system still be able to
>     run? How can tell the
>
>
> RT part should be able to do basic things, RTIR has some hooks 
> inserted into RT, but not so many to prevent everything from working. 
> However, you should not use such setup in production.
>
>     RT upgrade works fine?
>
>
> You can bring up RT web interface and play around with read only parts.
>
> Anyway, upgrades across major versions should be performed with test 
> runs, do test run, document every step, play with every aspect 
> important to you, repeat all steps during cut over.
>
And as far as I am aware RT4.2 is still Beta, well - release candidate, 
but still Beta. Therefore you shouldn't really be upgrading to it as 
moving from release candidate to a higher version is not guaranteed 
possible.

-- 
Regards,

Giles Coochey, CCNP, CCNA, CCNAS
NetSecSpec Ltd
+44 (0) 8444 780677
+44 (0) 7983 877438
http://www.coochey.net
http://www.netsecspec.co.uk
giles at coochey.net

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130916/8745f679/attachment.htm>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: smime.p7s
Type: application/pkcs7-signature
Size: 4755 bytes
Desc: S/MIME Cryptographic Signature
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130916/8745f679/attachment.bin>

From falcone at bestpractical.com  Mon Sep 16 10:56:33 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 16 Sep 2013 10:56:33 -0400
Subject: [rt-users] errors in upgrade to rt-4.2
In-Reply-To: <5236EE45.6000908@coochey.net>
References: <CAMOxC8u0W1XvgK-iQonRoS-O3rVdMqhMtM6M_jTxCsookcN8ag@mail.gmail.com>
	<CE59D9AA.97DF%qxin@cio.sc.gov>
	<CAMOxC8tL399D+k1V8ve9rCuKwKhVny4Uxb-LtDN=AZjJUgphvw@mail.gmail.com>
	<5236EE45.6000908@coochey.net>
Message-ID: <20130916145633.GA9753@jibsheet.com>

On Mon, Sep 16, 2013 at 12:40:53PM +0100, Giles Coochey wrote:
>    And as far as I am aware RT4.2 is still Beta, well - release candidate, but still Beta.
>    Therefore you shouldn't really be upgrading to it as moving from release candidate to a higher
>    version is not guaranteed possible.

To be clear - while we don't recommend running rc1 in production,
we're doing it (see http://issues.bestpractical.com) so there will be
some sort of upgrade step.

For most folks, we recommend a test upgrade on a VM to help sort out
any bugs early.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130916/2ca72f23/attachment.sig>

From falcone at bestpractical.com  Mon Sep 16 11:47:07 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 16 Sep 2013 11:47:07 -0400
Subject: [rt-users] template in new tickets creation
In-Reply-To: <001FA52D9FC41647B8EDF1A2FFEC5EDA0BBB3A06@fn-ex-dag2w.finat.pl>
References: <001FA52D9FC41647B8EDF1A2FFEC5EDA0BBB3A06@fn-ex-dag2w.finat.pl>
Message-ID: <20130916154707.GB9753@jibsheet.com>

On Mon, Sep 16, 2013 at 09:57:03AM +0000, Zawada ?ukasz wrote:
>    I've rt 3.8.8.
>    My problem is that i can't create ticket with my own template.
> 
>    On one queue  i set template (create_ticet_from_template). Template of course have a body.
> 
>    And script:
> 
>    - condiion: on create
> 
>    - action: create tickets
> 
>    - templete: create_ticket_from_template
> 
>    - stage: transactioncreate
> 
>    But when click "new ticket" in that queue nothing in "describe the issue below" is appear.

A Scrip runs after you create your ticket, it isn't a way to add a
template to the Message Box on Ticket Creation.

People often accomplish what you want with either a small Callback in
the MessageBox or linking that callback to Articles to auto-preload an
Article.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130916/39dd57b8/attachment.sig>

From lstewart at iweb.com  Mon Sep 16 16:04:35 2013
From: lstewart at iweb.com (Landon Stewart)
Date: Mon, 16 Sep 2013 13:04:35 -0700
Subject: [rt-users] Using RT::Template with MIMEObj to create a new
 ticket using ->Create()
In-Reply-To: <CAMOxC8sSsKNGFfdCwsHRTn775wNgT50dd9f=gr8m+JSy-=UwEg@mail.gmail.com>
References: <CABgOHgvLd=O82Pm843htWgGMcpSGZ0KY6fNAXORKQ=+2ddZwpw@mail.gmail.com>
	<CAMOxC8tWfzkJqsHQOBJipLXs2o6QMY-wFgpe9u0+BqyHqKJdTA@mail.gmail.com>
	<CABgOHgt2cennP2aKQ3NdTtYSxwanKf+t3npnkC3KSVGWEKCX7g@mail.gmail.com>
	<CAMOxC8sSsKNGFfdCwsHRTn775wNgT50dd9f=gr8m+JSy-=UwEg@mail.gmail.com>
Message-ID: <CABgOHguzawPn48ztiiyjvwv_Eu6rRu_58YiDE8UWNZ3Y=7fGPA@mail.gmail.com>

On 14 September 2013 13:19, Ruslan Zakirov <ruz at bestpractical.com> wrote:

> I don't understand your problem here. You have an incident and want to
> create an investigation with a scrip using a template. Templates are used
> here so you don't have to change code every time you to change a word or
> add a new particular text for such investigations.
>
> Here what you do:
>
> 1) scrip is executed when something happens with an Incident, so
> $self->TicketObj is an Incident
> 2) You take Incident's props and use them to generate template name
> 3) You load template and Parse it, providing as much context as possible
> to the template
>
> Here is fun part - RT doesn't care what you pass into template. You can
> probably even skip all arguments and if your template is capable to work
> without arguments then it will work.
>
> 4) Template can have code embedded, so it can use provided context (in
> your case Incident) to fill in dynamic details.
> 5) Template should not change anything, but format some result
> 6) After parsing you get MIMEObj based on existing Incident, IRs, watchers
> of these tickets, CFs, transactions...
> 7) You complete this MIMEObj with additional data and these actions can be
> controlled from templates, for example whether IRs's replies should be
> attached to the Investigation or not can be controlled by 'RTIR-Attach-IRs:
> yes' header (this is exactly what RT does in notification scrips)
> 8) Once MIMEObj is complete you create your investigation ticket
>

Thank you very much for this breakdown of the process.  I've re-worked
things and I'm relying on the Scrip for the Investigations queue that
applies the template to apply it now.  I was trying to do it before hand
thinking that the Scrips would not fire when creating the ticket using a
Scrip/Action module.  Nevertheless it does and a lot of things were cleaned
up and made much easier than I thought they'd be.

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
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130916/ecd451ef/attachment.htm>

From l.zawada at finat.pl  Tue Sep 17 03:27:51 2013
From: l.zawada at finat.pl (=?utf-8?B?WmF3YWRhIMWBdWthc3o=?=)
Date: Tue, 17 Sep 2013 07:27:51 +0000
Subject: [rt-users] template in new tickets creation
In-Reply-To: <20130916154707.GB9753@jibsheet.com>
References: <001FA52D9FC41647B8EDF1A2FFEC5EDA0BBB3A06@fn-ex-dag2w.finat.pl>
	<20130916154707.GB9753@jibsheet.com>
Message-ID: <001FA52D9FC41647B8EDF1A2FFEC5EDA0BBB453D@fn-ex-dag2w.finat.pl>

Thanks for advice

I found and do:
http://requesttracker.8502.n7.nabble.com/Queue-specific-message-box-contents-tt11581.html#a11584

Template apper in "describe the issue below" like i want .

But now when i click "create" ticket, changes disapper and i have only my template without modification. 
I test it from user root and i don't think it's permisson problem. 



Lukas

From arunragini at gmail.com  Tue Sep 17 05:35:57 2013
From: arunragini at gmail.com (Arun ragini)
Date: Tue, 17 Sep 2013 15:05:57 +0530
Subject: [rt-users] no new tickets for Mail Delivery failures.
Message-ID: <CALbP1_WL2DQ7VX92QVQAyoUS04A67z+hrOr3GTT76r0LTtqZPQ@mail.gmail.com>

Hi All,

Is there any way to stop creating new tickets for mail delivery failures
when RT creates tickets.

Currently if I create a ticket with email account which doesn't exit. The
returned mail  creates new ticket.

Thanks
Arun

-- 
www.opensourcer.net
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130917/ba2b25e3/attachment.htm>

From stucki-rt-users at mi.fu-berlin.de  Tue Sep 17 06:42:26 2013
From: stucki-rt-users at mi.fu-berlin.de (Christoph (Stucki) von Stuckrad)
Date: Tue, 17 Sep 2013 12:42:26 +0200
Subject: [rt-users] no new tickets for Mail Delivery failures.
In-Reply-To: <CALbP1_WL2DQ7VX92QVQAyoUS04A67z+hrOr3GTT76r0LTtqZPQ@mail.gmail.com>
References: <CALbP1_WL2DQ7VX92QVQAyoUS04A67z+hrOr3GTT76r0LTtqZPQ@mail.gmail.com>
Message-ID: <20130917104226.GG27322@localhost.mi.fu-berlin.de>

On Tue, 17 Sep 2013, Arun ragini wrote:

> Is there any way to stop creating new tickets for mail delivery failures
> when RT creates tickets.

We did this in the MTA (in our case 'exim') and with an extra RT-Queue
named 'trash' :-)  How to do this exactly, depends on the MTA-Program.

Bounces, and by the same method blatant SPAMs too, are redirected
from the normal incoming queue to the queue named 'trash' and this
extra 'silent' queue never does any 'correspondence' automatically.

A few times per day we look into the trash-queue for false positves
and throw away all the 'real garbage'.

Yours  Stucki



-- 
Christoph von Stuckrad      * * |nickname |Mail <stucki at mi.fu-berlin.de> \
Freie Universitaet Berlin   |/_*|'stucki' |Tel(Mo.,Mi.):+49 30 838-75 459|
Mathematik & Informatik EDV |\ *|if online|  (Di,Do,Fr):+49 30 77 39 6600|
Takustr. 9 / 14195 Berlin   * * |on IRCnet|Fax(home):   +49 30 77 39 6601/


From RMatera at esselte.com  Tue Sep 17 07:01:26 2013
From: RMatera at esselte.com (Rafal Matera)
Date: Tue, 17 Sep 2013 13:01:26 +0200
Subject: [rt-users] no new tickets for Mail Delivery failures.
In-Reply-To: <CALbP1_WL2DQ7VX92QVQAyoUS04A67z+hrOr3GTT76r0LTtqZPQ@mail.gmail.com>
References: <CALbP1_WL2DQ7VX92QVQAyoUS04A67z+hrOr3GTT76r0LTtqZPQ@mail.gmail.com>
Message-ID: <OFBE5B85BB.98888D2B-ONC1257BE9.003C3F98-C1257BE9.003C8E97@esselte.com>

Hi,

Please make sure that your configuration contains $OwnerEmail, which is
different from your incoming mail gateway address.
$OwnerEmail should be the address of person, who administers RT

Begards,
Rafal




From:	Arun ragini <arunragini at gmail.com>
To:	RT users <rt-users at lists.bestpractical.com>
Date:	2013-09-17 11:36
Subject:	[rt-users] no new tickets for Mail Delivery failures.
Sent by:	rt-users-bounces at lists.bestpractical.com



Hi All,

Is there any way to stop creating new tickets for mail delivery failures
when RT creates tickets.

Currently if I create a ticket with email account which doesn't exit. The
returned mail? creates new ticket.

Thanks
Arun




From SJC at qvii.com  Tue Sep 17 10:39:55 2013
From: SJC at qvii.com (Cena, Stephen (ext. 300))
Date: Tue, 17 Sep 2013 14:39:55 +0000
Subject: [rt-users] RT & Exchange 2010 - All mail has stopped
Message-ID: <0CE56AE307C0BC4B950BF05F3759DF430153A6@MailStore2010.ogp.qvii.com>

Has anyone gotten RT to work with Exchange 2010? We just did an upgrade here from 2003 to 2010 & now both of our RT systems have halted email. I've adjusted the IPs on all the systems & my postfix logs show mail is leaving (all of it as www-data@<our<mailto:www-data@<our> domain). Fetchmail is complaining about there not being a certificate available to get the mail.

Anyone done an upgrade like this & have it successful? Our entire service department is down now and internal IT is down too. The service department is FAR more visible.

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>



-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130917/0f59e0b5/attachment.htm>

From training at bestpractical.com  Tue Sep 17 12:23:33 2013
From: training at bestpractical.com (Kevin Falcone)
Date: Tue, 17 Sep 2013 12:23:33 -0400
Subject: [rt-users] [rt-announce] Register for RT Training in NYC,
	October 8th and 9th
Message-ID: <20130917162333.GL1437@jibsheet.com>

Our third training for 2013 will be held in New York, NY on October 8th
and 9th. As we like to keep class sizes relatively intimate, register
soon or we may not be able to guarantee you a seat. If you can't make it
to this training session, feel free to drop us a line to suggest
locations for the future.

This training will introduce you to the new features in RT 4.2 as part
of a comprehensive overview of RT. Whether you're an old hand at RT or a
recent convert, you'll have a good understanding of all of RT's features
and functionality by the end of the session.

The first day starts off with a tour of RT's web interface and continues
with a detailed exploration and explanation of RT's functionality, aimed
at non-programmer RT administrators. We'll walk through setting up a
common helpdesk configuration, from rights management, constructing
workflows and notifications, and the basics of Lifecycles.

The second day of training picks up with server-side RT administration
and dives into what you need to safely customize and extend RT. We'll
cover upgrading and deploying RT, database tuning, advanced Lifecycle
configurations, writing tools with RT's API, building an extension, and
demonstrate how to extensibly alter the web UI and internal functions.

It goes without saying that you'll get the most out of training if you
attend both days of the course, but we've designed the material so that
you can step out after the first day with a dramatically improved
understanding of how to use RT or show up on the second day and get
quickly up to speed on how to make RT do your bidding.

Each class includes training materials, a continental breakfast, and an
afternoon snack (lunch is not provided).

If you'd like to pay with Visa, MasterCard or Discover, please visit
Best Practical's online store at
https://shop.bestpractical.com/#Training. Unfortunately we are unable to
accept American Express or PayPal. If you'd prefer to pay with a
purchase order, please email us at training at bestpractical.com. Be sure
to include:

* If you want to attend both days or a single day
* Full names and email addresses of attendees

Please also contact us at training at bestpractical.com for discounted
pricing if you are from an academic institution or if you'd like to send
more than 3 people.

As always, feel free to drop us a line if you have any other questions.
Have a great day!

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


From r at elhames.co.uk  Tue Sep 17 12:49:58 2013
From: r at elhames.co.uk (Roy)
Date: Tue, 17 Sep 2013 17:49:58 +0100
Subject: [rt-users] RT as a service
Message-ID: <op.w3kedkpbmp91o4@roy-pc>

Hi,

I am just wondering if anyone know of any service provider that offer RT  
as a service under shared environment or similar. A friend of mine has a  
very small company , with very low budget and looking for ticketing  
solution.
UK based preferably

Roy

 


From kevin.elliott at alaska.gov  Tue Sep 17 13:14:38 2013
From: kevin.elliott at alaska.gov (Elliott, Kevin C (DOR))
Date: Tue, 17 Sep 2013 17:14:38 +0000
Subject: [rt-users] RT as a service
In-Reply-To: <op.w3kedkpbmp91o4@roy-pc>
References: <op.w3kedkpbmp91o4@roy-pc>
Message-ID: <1BCBBD850909C148B389F50256796E351F693BA1@SOAJNUEXMB3.soa.alaska.gov>

I believe BestPractical offers Request Tracker managed hosting (http://bestpractical.com/services/hosting.html).



> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Roy
> Sent: Tuesday, September 17, 2013 8:50 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] RT as a service
> 
> Hi,
> 
> I am just wondering if anyone know of any service provider that offer RT
> as a service under shared environment or similar. A friend of mine has a
> very small company , with very low budget and looking for ticketing
> solution.
> UK based preferably
> 
> Roy
> 
> 
> 
> --
> RT Training in New York, October 8th and 9th:
> http://bestpractical.com/training


From SJC at qvii.com  Tue Sep 17 14:36:20 2013
From: SJC at qvii.com (Cena, Stephen (ext. 300))
Date: Tue, 17 Sep 2013 18:36:20 +0000
Subject: [rt-users] RT & Exchange 2010 - All mail has stopped
Message-ID: <0CE56AE307C0BC4B950BF05F3759DF430166BE@MailStore2010.ogp.qvii.com>

Made it one step closer. It turns out the Exchange upgrade not only mangled our address books, it also messed up our "No Internet Mail" rule. Now for some reason I'm getting:


hd-general at localhost<mailto:hd-general at localhost>
Your message wasn't delivered due to a permission or security issue. It may have been rejected by a moderator, the address may only accept e-mail from certain senders, or another restriction may be preventing delivery.

I'm looking at the emails from the ticket system & I'm not seeing this anywhere in the header. I'm trying to figure out where it thinks this is.


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>



-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130917/463c8d3c/attachment.htm>

From SJC at qvii.com  Tue Sep 17 15:32:43 2013
From: SJC at qvii.com (Cena, Stephen (ext. 300))
Date: Tue, 17 Sep 2013 19:32:43 +0000
Subject: [rt-users] RT & Exchange 2010 - All mail has stopped
Message-ID: <0CE56AE307C0BC4B950BF05F3759DF430166E8@MailStore2010.ogp.qvii.com>

It looks like the issue was pure Exchange side. We're still having slight issues, but none of it appears to be directly RT related. I would warn people about integrating it with Exchange 2010 though!

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>



-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130917/1cfaa4e7/attachment.htm>

From lists at murrell.ca  Tue Sep 17 18:12:33 2013
From: lists at murrell.ca (Alan Murrell)
Date: Tue, 17 Sep 2013 15:12:33 -0700
Subject: [rt-users] Upgrade question
In-Reply-To: <20130912145318.GC84863@jibsheet.com>
References: <20130911235152.27906dwqva19mycc@imap.murrell-van.local>
	<20130912145318.GC84863@jibsheet.com>
Message-ID: <20130917151233.20512kp05fovofk0@remote.van.murrell.ca>

Quoting "Kevin Falcone" <falcone at bestpractical.com>:

> 4.0.17 was actually added to unstable and testing at the end of
> August.  The Debian packager for RT works quite hard.

Ah, I did not know that, though I only run "stable" in a production  
environment.

>>   2.) Install RT v4.0.17 on new server.  Import configs and database
>> from current 4.0.7 server.  Jump to the database schema upgrade part
>> of the "upgrade" instructions
>
> This is what I would do.

OK, thanks for the confirmation that that is the way to go (don't  
worry, I won't hold you accountable for anything that goes wrong! lol)

-Alan



From cloos at netcologne.de  Wed Sep 18 03:43:03 2013
From: cloos at netcologne.de (Christian Loos)
Date: Wed, 18 Sep 2013 09:43:03 +0200
Subject: [rt-users] rights for articles
In-Reply-To: <5230846C.8070002@netcologne.de>
References: <5230846C.8070002@netcologne.de>
Message-ID: <52395987.3060305@netcologne.de>

OK, found the solution by my self.
I had to give the user the SeeClass right.

Am 11.09.2013 16:55, schrieb Christian Loos:
> Hi,
> 
> I'm currently a little bit lost within the article rights.
> 
> Problem:
> a user can see on the ticket update page the dropdown list with the
> articles, but if he select an article the page reloads but the article
> content isn't included in the message box.
> If I (with SuperUser power) select an article the content is included in
> the message box so i think this is an rights problem.
> 
> I created an Class and give the user the ShowArticle right and applied
> the Class to the queue. On the custom field that holds the article
> content the user have the SeeCustomField right via system group everyone.
> 
> Maybe someone have an idea what right am I missing.
> 
> RT version 4.0.17
> 
> Chris
> 



From michael.obrien at globoforce.com  Wed Sep 18 06:12:30 2013
From: michael.obrien at globoforce.com (globo)
Date: Wed, 18 Sep 2013 03:12:30 -0700 (PDT)
Subject: [rt-users] Weekly and Monthly Subscription mails to Dashboards not
	sending
Message-ID: <1379499150230-55292.post@n7.nabble.com>

Hi, 

I currently have daily, monthly and weekly dashboards that I subscribe too
but for some reason I only receive the daily notifications. 

I have setup the cronjobs as 
0 * * * * /opt/rt4/sbin/rt-email-dashboards 

I have enabled RT logging and get the following logs 
Checking against subscription 378 for recurringtasks with frequency weekly,
hour 10:00, dow Wednesday, dom 1, fow 1, counter 2
(/opt/rt4/sbin/../lib/RT/Dashboard/Mailer.pm:152) 

I am not receiving anything in mail-logs. 

I?m not sure if I am missing something that I need to enable to get the
weekly / monthly subscriptions working. 

Any help much appreciated. 

I can send on other logs if required 







--
View this message in context: http://requesttracker.8502.n7.nabble.com/Weekly-and-Monthly-Subscription-mails-to-Dashboards-not-sending-tp55292.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From michael.obrien at globoforce.com  Wed Sep 18 07:29:30 2013
From: michael.obrien at globoforce.com (globo)
Date: Wed, 18 Sep 2013 04:29:30 -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: <1379503770213-55293.post@n7.nabble.com>

I found the maillog anyone see this before ? 


Unable to load dashboard 286 of subscription 287 for user joe: Failed to
+load dashboard 286: Couldn't find row
(/opt/rt4/sbin/../lib/RT/Dashboard/Mailer.pm:219)




--
View this message in context: http://requesttracker.8502.n7.nabble.com/Weekly-and-Monthly-Subscription-mails-to-Dashboards-not-sending-tp55292p55293.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From robm at eecs.berkeley.edu  Wed Sep 18 12:06:45 2013
From: robm at eecs.berkeley.edu (Robert McNicholas)
Date: Wed, 18 Sep 2013 09:06:45 -0700
Subject: [rt-users] no new tickets for Mail Delivery failures.
In-Reply-To: <CALbP1_WL2DQ7VX92QVQAyoUS04A67z+hrOr3GTT76r0LTtqZPQ@mail.gmail.com>
References: <CALbP1_WL2DQ7VX92QVQAyoUS04A67z+hrOr3GTT76r0LTtqZPQ@mail.gmail.com>
Message-ID: <5239CF95.8080509@eecs.berkeley.edu>

Hi Arun,

We have a similar set up where new users are automatically created for
incoming tickets.

What I did was to find the MAILER-DAEMON user in our database and
uncheck the box that says, "Let this user access RT".  Now when mail
comes in from that user, it is rejected with a "no permission" error.

This solution has also worked for keeping another group's ticketing
system from opening tickets in our system with its autoreplies. :-)

Hope this helps,

-Rob
Dept. of Electrical Engineering & Computer Sciences
UC Berkeley

On 9/17/2013 2:35 AM, Arun ragini <arunragini at gmail.com>  wrote:
> Hi All,
> 
> Is there any way to stop creating new tickets for mail delivery failures
> when RT creates tickets.
> 
> Currently if I create a ticket with email account which doesn't exit.
> The returned mail  creates new ticket.
> 
> Thanks
> Arun
> 
> -- 
> www.opensourcer.net <http://www.opensourcer.net>
> 
> 
> 


From arunragini at gmail.com  Thu Sep 19 01:31:28 2013
From: arunragini at gmail.com (Arun ragini)
Date: Thu, 19 Sep 2013 11:01:28 +0530
Subject: [rt-users] no new tickets for Mail Delivery failures.
In-Reply-To: <5239CF95.8080509@eecs.berkeley.edu>
References: <CALbP1_WL2DQ7VX92QVQAyoUS04A67z+hrOr3GTT76r0LTtqZPQ@mail.gmail.com>
	<5239CF95.8080509@eecs.berkeley.edu>
Message-ID: <CALbP1_XRugWSK_dGpDSLCPTPL9zCziaQ_Hm=mpJn3=sf1VYEMw@mail.gmail.com>

Thanks for the inputs Robert,

I can't keep track of every MAILER-DAEMON at some-mail so I wrote a scrip
which will reject when I receive a mail from /MAILER-DAEMON/i


Thanks
Arun


On Wed, Sep 18, 2013 at 9:36 PM, Robert McNicholas
<robm at eecs.berkeley.edu>wrote:

> Hi Arun,
>
> We have a similar set up where new users are automatically created for
> incoming tickets.
>
> What I did was to find the MAILER-DAEMON user in our database and
> uncheck the box that says, "Let this user access RT".  Now when mail
> comes in from that user, it is rejected with a "no permission" error.
>
> This solution has also worked for keeping another group's ticketing
> system from opening tickets in our system with its autoreplies. :-)
>
> Hope this helps,
>
> -Rob
> Dept. of Electrical Engineering & Computer Sciences
> UC Berkeley
>
> On 9/17/2013 2:35 AM, Arun ragini <arunragini at gmail.com>  wrote:
> > Hi All,
> >
> > Is there any way to stop creating new tickets for mail delivery failures
> > when RT creates tickets.
> >
> > Currently if I create a ticket with email account which doesn't exit.
> > The returned mail  creates new ticket.
> >
> > Thanks
> > Arun
> >
> > --
> > www.opensourcer.net <http://www.opensourcer.net>
> >
> >
> >
>



-- 
www.opensourcer.net
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130919/3402b8ad/attachment.htm>

From Albert.Shih at obspm.fr  Thu Sep 19 06:05:02 2013
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Thu, 19 Sep 2013 12:05:02 +0200
Subject: [rt-users] Big problem with encoding subject
Message-ID: <20130919100502.GB11997@pcjas.obspm.fr>

Hi, 

I just upgrade to rt 4.0.17 under freebsd.

After the upgrade we got a big problem with encoding subject. 

If the subject is detected as utf-8 RT re-encode so a subject like

    Essai ?

is encode like 

Subject: =?UTF-8?B?W21hdGguY25ycy5mciAjMzM3OV0gRXNzYWkgw6k=?=

but since my upgrade the encoding is wrong.

Subject: =?UTF-8?B?W0luZm8gT2JzcG0gIzEwNzMxXSBFc3NhaSDvv70=?=

And the problem become very big is with some subjet (always UTF-8) the
scrip don't work anymore. 

If I send a message with 

    Essai ? ? ? ?

as a subject, RT don't send any mail to admin. 

Any idea ? 

Regards.

JAS

NB: I put here all version of all perl package I got on the server

p5-Any-Moose-0.21   Perl extension for/to use Moose or Mouse modules
p5-Apache-DBI-1.12  DBI persistent connection, authentication and authorization
p5-Apache-LogFormat-Compiler-0.13 Perl extension to compile a log format string to perl-code
p5-Apache-Session-1.90 Persistence framework for session data
p5-Authen-NTLM-1.09 An NTLM authentication module
p5-Authen-SASL-2.16 Perl5 module for SASL authentication
p5-BSD-Resource-1.2907 Perl module to access BSD resource limit and priority funct
p5-CGI-Emulate-PSGI-0.15 Perl extension of PSGI adapter for CGI
p5-CGI-PSGI-0.15    Perl extension to enable CGI.pm applications to adapt PSGI
p5-CPAN-Meta-2.132510 The distribution metadata for a CPAN dist
p5-CPAN-Meta-Requirements-2.123 Set of version requirements for a CPAN distribution
p5-CPAN-Meta-YAML-0.008 Read and write a subset of YAML for CPAN Meta files
p5-CSS-Squish-0.10  Compact many CSS files into one big file
p5-Cache-2.04_1     A Perl Cache interface
p5-Cache-Cache-1.06 Cache::Cache -- Perl Cache interface
p5-Cache-Simple-TimedExpiry-0.27 A lightweight cache with timed expiration
p5-Carp-1.32        Alternative warn and die for modules
p5-Class-Accessor-0.34 Automated accessor generation
p5-Class-Accessor-Chained-0.01_1 Make chained accessors
p5-Class-Accessor-Lite-0.05 Minimalistic variant of p5-Class-Accessor
p5-Class-Container-0.12 Glues object frameworks together transparently
p5-Class-Data-Inheritable-0.08 Inheritable, overridable class data
p5-Class-Inspector-1.28 Provides information about classes
p5-Class-Load-0.20  A working (require Class::Name) and more
p5-Class-MethodMaker-2.18 Perl module for creating generic methods
p5-Class-ReturnValue-0.55 A return-value object that can be treated as a boolean, arr
p5-Class-Singleton-1.4 Perl module that describes a singular object class
p5-Clone-0.35       Clone - recursively copy Perl datatypes
p5-Compress-Raw-Bzip2-2.062 Low-Level Interface to bzip2 compression library
p5-Compress-Raw-Zlib-2.062 Low-Level Interface to zlib compression library
p5-Convert-ASN1-0.26 Perl5 module to encode and decode ASN.1 data structures
p5-Convert-BinHex-1.123 Perl module to extract data from Macintosh BinHex files
p5-Convert-Color-0.09 Perl extension for color space conversions and named lookup
p5-Crypt-CBC-2.33   Perl5 interface to Cipher Block Chaining with DES and IDEA
p5-Crypt-DES-2.07   Perl5 interface to DES block cipher
p5-Crypt-SSLeay-0.64 Perl5 interface to allow p5-libwww LWP to make https connec
p5-DBD-mysql-4.023  MySQL driver for the Perl5 Database Interface (DBI)
p5-DBI-1.628        The perl5 Database Interface.  Required for DBD::* modules
p5-DBIx-DBSchema-0.40 OO-interface to database schemas
p5-DBIx-SearchBuilder-1.65 Perl extension for easy SQL SELECT Statement generation
p5-Data-ICal-0.21   Data::ICal - Generates iCalendar (RFC 2445) calendar files
p5-Data-OptList-0.108 Parse and validate simple name/value option pairs
p5-Date-ICal-2.678  Perl extension for ICalendar date objects
p5-Date-Leapyear-1.72 Perl module to determine if a particular year a leap year
p5-DateTime-1.03    Date and time object
p5-DateTime-Format-Mail-0.30.01 Convert between DateTime and RFC2822/822 formats
p5-DateTime-Format-W3CDTF-0.06 Parse and format W3CDTF datetime strings
p5-DateTime-HiRes-0.01 Create DateTime objects with sub-second current time resolu
p5-DateTime-Locale-0.45 Localization support for DateTime
p5-DateTime-Set-0.32 Datetime sets and set math
p5-DateTime-TimeZone-1.60 Time zone object base class and factory
p5-Devel-GlobalDestruction-0.11_2 Expose PL_dirty, the flag which marks global destruction
p5-Devel-StackTrace-1.30 Stack trace and stack trace frame objects
p5-Devel-StackTrace-AsHTML-0.14 Perl extension to display stack trace in HTML
p5-Devel-Symdump-2.1000 Perl5 module that dumps symbol names or the symbol table
p5-Digest-HMAC-1.03 Perl5 interface to HMAC Message-Digest Algorithms
p5-Digest-SHA1-2.13 Perl interface to the SHA-1 Algorithm
p5-Dist-CheckConflicts-0.02 Declare version conflicts for your dist
p5-Email-Address-1.90.0 RFC 2822 Address Parsing and Creation
p5-Email-Date-Format-1.002 Produce RFC 2822 date strings
p5-Encode-2.55      Provides interfaces between strings and the rest of the sys
p5-Encode-Locale-1.03 Determine the locale encoding
p5-Error-0.17021    Perl module to provide Error/exception support for perl: Er
p5-Exception-Class-1.37 Real exception classes in Perl
p5-ExtUtils-CBuilder-0.2802.12,1 Compile and link C code for Perl modules
p5-ExtUtils-Config-0.007 Wrapper for perl configuration
p5-ExtUtils-Helpers-0.021 Various portability utilities for module builders
p5-ExtUtils-InstallPaths-0.009 Build.PL install path logic made easy
p5-ExtUtils-MakeMaker-6.76 Designed to write a Makefile for an extension module
p5-ExtUtils-XSBuilder-0.28_1 Autogenerating XS-glue Code
p5-File-Listing-6.04 Parse directory listings
p5-File-NFSLock-1.21 File::NFSLock - perl module to do NFS (or not) locking
p5-File-ShareDir-1.03 Locate per-dist and per-module shared files
p5-File-ShareDir-Install-0.05 Install read-only data files from a distribution
p5-File-Slurp-9999.19 Perl5 module for single call read & write file routines
p5-File-Temp-0.23.01 Perl5 module to generate temporary files or directories saf
p5-File-Which-1.09  Portable implementation of `which' in Perl
p5-Filesys-Notify-Simple-0.12 Perl extension for simple and dumb file system watcher
p5-Font-AFM-1.20    Interface to Adobe font metrics files
p5-FreezeThaw-0.50.01 Module for converting Perl structures to strings and back
p5-GD-2.50          Perl5 interface to Gd Graphics Library version2
p5-GD-Graph-1.48    Graph plotting module for perl5
p5-GD-TextUtil-0.86_4 Text utilities for use with GD drawing package
p5-GSSAPI-0.28      Perl extension providing access to the GSSAPIv2 library
p5-GnuPG-Interface-0.46 Perl module for interfacing with GnuPG
p5-GraphViz-2.14    GraphViz - Perl interface to the GraphViz graphing tool
p5-HTML-Format-2.10_1 Module to format HTML to text or PS
p5-HTML-Mason-1.50  High-performance, dynamic web site authoring system
p5-HTML-Mason-PSGIHandler-0.53 PSGI handler for HTML::Mason
p5-HTML-Parser-3.71 Perl5 module for parsing HTML documents
p5-HTML-Quoted-0.04 Extract structure of quoted HTML mail message
p5-HTML-RewriteAttributes-0.05 Simple yet powerful HTML attribute rewriting
p5-HTML-Scrubber-0.09 Perl extension for scrubbing/sanitizing html
p5-HTML-Tagset-3.20 Some useful data table in parsing HTML
p5-HTML-Tree-5.03   Collection of modules to manipulate HTML syntax trees
p5-HTTP-Body-1.17   HTTP Body Parser
p5-HTTP-CookieJar-0.005 Minimalist HTTP user agent cookie jar
p5-HTTP-Cookies-6.01 HTTP Cookie jars
p5-HTTP-Daemon-6.01 Simple HTTP server class
p5-HTTP-Date-6.02   Conversion routines for the HTTP protocol date formats
p5-HTTP-Message-6.06_2 Representation of HTTP style messages
p5-HTTP-Negotiate-6.01 Implementation of the HTTP content negotiation algorithm
p5-HTTP-Tiny-0.035  Small, simple, correct HTTP/1.1 client
p5-Hash-MultiValue-0.15 Perl extension to store multiple values per key
p5-Heap-0.80        Perl extensions for keeping data partially sorted
p5-IO-Compress-2.062 Perl5 compression modules (bzip2, deflate, gzip, zlib, zip)
p5-IO-HTML-1.00     Open an HTML file with automatic charset detection
p5-IO-Multiplex-1.13 IO::Multiplex - Manage IO on many file handles
p5-IO-Socket-IP-0.23 Drop-in replacement for IO::Socket::INET supporting IPv4 an
p5-IO-Socket-SSL-1.953 Perl5 interface to SSL sockets
p5-IO-String-1.08   Simplified Perl5 module to handle I/O on in-core strings
p5-IO-Tty-1.10      Flexible I/O Perl5 module that allows manipulation of pseud
p5-IO-stringy-2.110 Perl5 module for using IO handles with non-file objects
p5-IPC-Run-0.92     IPC::Run - Run subprocesses with piping and redirection
p5-IPC-Run3-0.046   Run a subprocess in batch mode
p5-IPC-ShareLite-0.17 Simple interface to access shared memory
p5-JSON-2.59        Perl extension to convert to JSON (JavaScript Object Notati
p5-JSON-PP-2.27202  A JSON::XS compatible pure-Perl module
p5-LWP-MediaTypes-6.02 Guess media type for a file or a URL
p5-LWP-Protocol-https-6.04 Provide https support for LWP::UserAgent
p5-List-MoreUtils-0.33 Provide the stuff missing in List::Util
p5-List-UtilsBy-0.09 Perl extension for higher-order list utility functions
p5-Locale-Maketext-1.23 Framework for software localization and inheritance-based l
p5-Locale-Maketext-Fuzzy-0.11 Locale::Maketext::Fuzzy - Maketext from already interpolate
p5-Locale-Maketext-Lexicon-0.96 Use other catalog formats in Locale::Maketext
p5-Locale-gettext-1.05_3 Message handling functions
p5-Log-Any-0.15     Perl extension to bring loggers and listeners together
p5-Log-Dispatch-2.41 Suite of OO modules for logging messages to multiple output
p5-MIME-Lite-3.02.9 Simple interface for creating (not parsing!) MIME messages
p5-MIME-Tools-5.504,2 Set of perl5 modules for MIME
p5-MIME-Types-2.04  Perl extension for determining MIME types
p5-Mail-Sender-0.8.22 Module for sending mails with attachments through an SMTP s
p5-Mail-Sendmail-0.79 Perl module implementing a simple, platform-independent mai
p5-Mail-Tools-2.12  Perl5 modules for dealing with Internet e-mail messages
p5-Math-BigInt-1.997 Math::BigInt - Arbitrary size integer math package
p5-Math-Round-0.06  Perl extension for rounding numbers
p5-Module-Build-0.4007 Build and install Perl modules
p5-Module-Build-Tiny-0.027 Tiny replacement for Module::Build
p5-Module-Implementation-0.07 Loads one of several alternate underlying implementations f
p5-Module-Runtime-0.013 Perl module for runtime module handling
p5-Module-Versions-Report-1.06 Report versions of all modules in memory
p5-Mouse-1.11,1     Moose minus the antlers
p5-Mozilla-CA-20130114 Perl extension for Mozilla CA cert bundle in PEM format
p5-Net-CIDR-0.17    Perl module to manipulate IPv4/IPv6 netblocks in CIDR notat
p5-Net-Daemon-0.48  Perl5 extension for portable daemons
p5-Net-HTTP-6.06    Low-level HTTP client
p5-Net-SNMP-6.0.1   Object oriented interface to SNMP
p5-Net-SSLeay-1.55  Perl5 interface to SSL
p5-Net-Server-2.007 Configurable base class for writing internet servers in Per
p5-Package-DeprecationManager-0.13 Manage deprecation warnings for your distribution
p5-Package-Stash-0.36 Routines for manipulating stashes
p5-Package-Stash-XS-0.26 Faster and more correct implementation of the Package::Stas
p5-Parallel-Prefork-0.14 A simple prefork server framework
p5-Params-Classify-0.013 Argument type classification
p5-Params-Util-1.07 Utility functions to aid in parameter checking
p5-Params-Validate-1.08 Validate method/function parameters
p5-Parse-CPAN-Meta-1.44.04 Parse META.yml and other similar CPAN metadata files
p5-Parse-RecDescent-1.967.009_1 A recursive descent parsing framework for Perl
p5-Path-Class-0.32  Cross-platform path specification manipulation
p5-PathTools-3.4000 Perl module for portably manipulating file specifications
p5-PerlIO-eol-0.14  PerlIO layer for normalizing line endings
p5-PlRPC-0.2020_1   Perl module for writing RPC servers and clients
p5-Plack-1.0028     Perl extension of PSGI reference implementation and utiliti
p5-Pod-Simple-3.28  Framework for parsing Pod
p5-Proc-Wait3-0.04  Perl extension for wait3 system call
p5-RT-Authen-ExternalAuth-0.17 RT extension to authenticate users against an external sour
p5-RTx-Calendar-0.17 Calendar extension module for the RT ticketing system
p5-Regexp-Common-2013031301 Regexp::Common - Provide commonly requested regular express
p5-Regexp-Common-net-CIDR-0.02 Provide patterns for CIDR blocks
p5-Regexp-IPv6-0.03 Regular expression for IPv6 addresses
p5-Scalar-List-Utils-1.32,1 Perl subroutines that would be nice to have in the perl cor
p5-Scope-Guard-0.20 Lexically scoped resource management
p5-Server-Starter-0.15 Perl extension of superdaemon for hot-deploying server prog
p5-Set-Infinite-0.65 Set::Infinite - Sets of intervals
p5-Socket-2.012     Networking constants and support functions
p5-Starlet-0.19     Perl extension for standalone HTTP/1.0 server
p5-Stream-Buffered-0.02 Perl extension for temporary buffer to save bytes
p5-Sub-Exporter-0.986 Sophisticated exporter for custom-built routines
p5-Sub-Exporter-Progressive-0.001.010 Only use Sub::Exporter if you need it
p5-Sub-Install-0.926 Install subroutines into packages easily
p5-Sub-Uplevel-0.2400 Sub::Uplevel - apparently run a function in a higher stack 
p5-Term-ReadKey-2.30 A perl5 module for simple terminal control
p5-Test-Deep-0.110  Test data structures for differences deeply
p5-Test-Exception-0.32 Test::Exception - test functions for exception based code
p5-Test-LongString-0.15 Library to test long strings
p5-Test-Manifest-1.23 Perl module to interact with a t/test_manifest file
p5-Test-NoWarnings-1.04_1 Hide and store warnings while running test scripts
p5-Test-Simple-0.98 Basic utilities for writing tests in perl
p5-Test-Tester-0.10.9 Helps to test various Test::Builder derivatives
p5-Test-Warn-0.24   Perl extension to test methods for warnings
p5-Text-Autoformat-1.669.004 Automatic and manual text wrapping and reformating formatti
p5-Text-Iconv-1.7   Perl interface to iconv() codeset conversion function
p5-Text-Password-Pronounceable-0.30 Perl extension for generating pronounceable passwords
p5-Text-Quoted-2.08 Text::Quoted - Extract the structure of a quoted mail messa
p5-Text-Reform-1.20 Manual text wrapping and reformatting
p5-Text-Template-1.46 Expand template text with embedded Perl
p5-Text-WikiFormat-0.80 Module for translating Wiki formatted text into other forma
p5-Text-Wrapper-1.04 Simple word wrapping routine
p5-Text-vFile-asData-0.08 Parse vFile formatted files into data structures
p5-Tie-IxHash-1.23  Perl module implementing ordered in-memory associative arra
p5-Time-HiRes-1.9726,1 A perl5 module implementing High resolution time, sleep, an
p5-Time-modules-2013.0912 Set of modules for time manipulation
p5-TimeDate-2.30_1,1 Perl5 module containing a better/faster date parser for abs
p5-Tree-DAG_Node-1.17 Super class for representing nodes in a tree
p5-Tree-Simple-1.18 A simple tree object
p5-Try-Tiny-0.18    Minimal try/catch with proper localization of $@
p5-UNIVERSAL-require-0.13 Perl module to require() from a variable
p5-URI-1.60         Perl5 interface to Uniform Resource Identifier (URI) refere
p5-WWW-RobotRules-6.02 Database of robots.txt-derived permissions
p5-Want-0.21        Generalisation of wantarray
p5-XML-Filter-BufferText-1.01 Filter to put all characters() in one event
p5-XML-Handler-YAWriter-0.23 Yet another Perl SAX XML Writer
p5-XML-NamespaceSupport-1.11 Simple generic namespace support class
p5-XML-Parser-2.41_1 Perl extension interface to James Clark's XML parser, expat
p5-XML-RSS-1.49     Perl extension to manage RDF Site Summary (RSS) files
p5-XML-SAX-0.99     Simple API for XML
p5-XML-SAX-Base-1.08 Base class SAX Drivers and Filters
p5-XML-SAX-Expat-0.50 Simple API for XML
p5-XML-SAX-Writer-0.53 SAX2 XML Writer
p5-XML-Simple-2.20  Trivial API for reading and writing XML (esp config files)
p5-XML-Twig-3.44    Process huge XML documents by chunks via a tree interface
p5-XML-XPath-1.13   Modules for parsing and evaluating XPath statements
p5-capitalization-0.03 Perl module which allows you to use familiar style on metho
p5-libapreq2-2.13_2 Generic Apache2 Request Library
p5-libwww-6.05      Perl5 library for WWW access
p5-libxml-0.08      Collection of Perl5 modules for working with XML
p5-parent-0.225     Establish an ISA relationship with base classes at compile 
p5-perl-ldap-0.5700 Client interface to LDAP (includes Net::LDAP)
p5-version-0.99.04  Perl extension for Version Objects
-- 
Albert SHIH
DIO b?timent 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
France
T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71
xmpp: jas at obspm.fr
Heure local/Local time:
jeu 19 sep 2013 11:52:11 CEST


From aurelien.lafranchise at mobiquithings.com  Thu Sep 19 07:08:50 2013
From: aurelien.lafranchise at mobiquithings.com (Aurelien Lafranchise)
Date: Thu, 19 Sep 2013 13:08:50 +0200
Subject: [rt-users] Confidentiality issue when customers searching by ticket
	number
Message-ID: <4D213B19-DCBA-4A1B-900A-6481212F91BB@mobiquithings.com>

Hello all,

I am facing a confidentiality problem on my RT instance.

My customers have access to RT to create ticket. In the interface they have a search field they can use to go to a ticket number. The problem is that they can put a ticket number and see the ticket even if it not one of their tickets.

I cannot find anywhere in the documentation or google any start of explanation on that.

Also all my customers are under the same group.

Thanks for your help
Regards.

AL

From Albert.Shih at obspm.fr  Thu Sep 19 10:50:50 2013
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Thu, 19 Sep 2013 16:50:50 +0200
Subject: [rt-users] Big problem with encoding subject
In-Reply-To: <20130919100502.GB11997@pcjas.obspm.fr>
References: <20130919100502.GB11997@pcjas.obspm.fr>
Message-ID: <20130919145050.GA13169@pcjas.obspm.fr>

 Le 19/09/2013 ? 12:05:02+0200, Albert Shih a ?crit
> Hi, 
> 
> I just upgrade to rt 4.0.17 under freebsd.
> 
> After the upgrade we got a big problem with encoding subject. 
> 
> If the subject is detected as utf-8 RT re-encode so a subject like
> 
>     Essai ?
> 
> is encode like 
> 
> Subject: =?UTF-8?B?W21hdGguY25ycy5mciAjMzM3OV0gRXNzYWkgw6k=?=
> 
> but since my upgrade the encoding is wrong.
> 
> Subject: =?UTF-8?B?W0luZm8gT2JzcG0gIzEwNzMxXSBFc3NhaSDvv70=?=
> 
> And the problem become very big is with some subjet (always UTF-8) the
> scrip don't work anymore. 
> 
> If I send a message with 
> 
>     Essai ? ? ? ?
> 
> as a subject, RT don't send any mail to admin. 
> 
> Any idea ? 

I check the log, and found this message 

RT: Malformed UTF-8 character (unexpected end of string) in string ne at /usr/local/lib/perl5/site_perl/5.16/Locale/Maketext.pm line 538. (/usr/local/lib/perl5/site_perl/5.16/Locale/Maketext.pm:538)
RT: Malformed UTF-8 character (unexpected end of string) in string ne at /usr/local/lib/perl5/site_perl/5.16/Locale/Maketext.pm line 538. (/usr/local/lib/perl5/site_perl/5.16/Locale/Maketext.pm:538)


not sure it's related but I guess it'is. 

So I installed old version of 

    p5-Locale-Maketext-Lexicon

but nothing change. 

I also try with 
    
    p5-Encode

but no chance either. 

Can someone tell me which perl package is used by RT to ? encode ??subject
? So I can check if the problem come from RT 4.0.17 or some new perl packages. 

Regards.

JAS
-- 
Albert SHIH
DIO b?timent 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
France
T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71
xmpp: jas at obspm.fr
Heure local/Local time:
jeu 19 sep 2013 16:42:20 CEST


From ruz at bestpractical.com  Thu Sep 19 14:20:40 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 19 Sep 2013 22:20:40 +0400
Subject: [rt-users] Confidentiality issue when customers searching by
 ticket number
In-Reply-To: <4D213B19-DCBA-4A1B-900A-6481212F91BB@mobiquithings.com>
References: <4D213B19-DCBA-4A1B-900A-6481212F91BB@mobiquithings.com>
Message-ID: <CAMOxC8ukLFLz0kPY+s0cain8KQtaeqDZQXDWUzbKMTEj-GjwjA@mail.gmail.com>

You should grant ShowTicket via Requestor role for your customers rather
than via direct granting to a group.

Use
http://search.cpan.org/~ruz/RT-Extension-Utils-0.06/sbin/rt-check-user-right-on-ticketto
check how particular user gets a right to a ticket.


On Thu, Sep 19, 2013 at 3:08 PM, Aurelien Lafranchise <
aurelien.lafranchise at mobiquithings.com> wrote:

> Hello all,
>
> I am facing a confidentiality problem on my RT instance.
>
> My customers have access to RT to create ticket. In the interface they
> have a search field they can use to go to a ticket number. The problem is
> that they can put a ticket number and see the ticket even if it not one of
> their tickets.
>
> I cannot find anywhere in the documentation or google any start of
> explanation on that.
>
> Also all my customers are under the same group.
>
> Thanks for your help
> Regards.
>
> AL
>
> --
> RT Training in New York, October 8th and 9th:
> http://bestpractical.com/training
>



-- 
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130919/ca069601/attachment.htm>

From ruz at bestpractical.com  Thu Sep 19 14:21:36 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 19 Sep 2013 22:21:36 +0400
Subject: [rt-users] Weekly and Monthly Subscription mails to Dashboards
 not sending
In-Reply-To: <1379503770213-55293.post@n7.nabble.com>
References: <1379499150230-55292.post@n7.nabble.com>
	<1379503770213-55293.post@n7.nabble.com>
Message-ID: <CAMOxC8sM=k8V9wq2v+=KQuRTc-XMG1cVdU-rtQdisTAXVUUU4w@mail.gmail.com>

Hi,

Looks like you're subscribed to a dashboard that doesn't exist anymore.


On Wed, Sep 18, 2013 at 3:29 PM, globo <michael.obrien at globoforce.com>wrote:

> I found the maillog anyone see this before ?
>
>
> Unable to load dashboard 286 of subscription 287 for user joe: Failed to
> +load dashboard 286: Couldn't find row
> (/opt/rt4/sbin/../lib/RT/Dashboard/Mailer.pm:219)
>
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/Weekly-and-Monthly-Subscription-mails-to-Dashboards-not-sending-tp55292p55293.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
> --
> RT Training in New York, October 8th and 9th:
> http://bestpractical.com/training
>



-- 
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130919/ee674c58/attachment.htm>

From bbaker at copesan.com  Thu Sep 19 15:50:02 2013
From: bbaker at copesan.com (Bryon Baker)
Date: Thu, 19 Sep 2013 19:50:02 +0000
Subject: [rt-users] Custom Tables
Message-ID: <63ec42b553d04820b714c319448f41a4@DM2PR05MB430.namprd05.prod.outlook.com>

Have a general question about adding custom tables to RT.

Instead of making the custom scrips constantly queuing different external databases and tables for data that does not change much I was going to add tables to the MySQL RT instance and populate that data on a nightly bases.

Does BestPractical have an issue with that?

Does the upgrade process include dropping the database or individual tables?

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"

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130919/8b0e5fb5/attachment.htm>

From ruz at bestpractical.com  Fri Sep 20 00:57:03 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 20 Sep 2013 08:57:03 +0400
Subject: [rt-users] Custom Tables
In-Reply-To: <63ec42b553d04820b714c319448f41a4@DM2PR05MB430.namprd05.prod.outlook.com>
References: <63ec42b553d04820b714c319448f41a4@DM2PR05MB430.namprd05.prod.outlook.com>
Message-ID: <CAMOxC8tcbCSnir+Smpn6Bfw8SvH70NT2649-X=hiDyWL7v6chQ@mail.gmail.com>

On Thu, Sep 19, 2013 at 11:50 PM, Bryon Baker <bbaker at copesan.com> wrote:

>  Have a general question about adding custom tables to RT.****
>
> ** **
>
> Instead of making the custom scrips constantly queuing different external
> databases and tables for data that does not change much I was going to add
> tables to the MySQL RT instance and populate that data on a nightly bases.
> ****
>
> ** **
>
> Does BestPractical have an issue with that?
>

No, just use a prefix in the name to be safe.


> ****
>
> ** **
>
> Does the upgrade process include dropping the database or individual
> tables?
>

Nothing so far that should affect such additional tables.


> ****
>
> ** **
>
> 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.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130920/6e48bfe3/attachment.htm>

From ruz at bestpractical.com  Fri Sep 20 00:58:35 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 20 Sep 2013 08:58:35 +0400
Subject: [rt-users] Big problem with encoding subject
In-Reply-To: <20130919145050.GA13169@pcjas.obspm.fr>
References: <20130919100502.GB11997@pcjas.obspm.fr>
	<20130919145050.GA13169@pcjas.obspm.fr>
Message-ID: <CAMOxC8uEcTtEVzwxp8UgSzfdvfTKQ9rReKM5g_8rFEvr3ROgZg@mail.gmail.com>

Hi,

You didn't say how to reproduce the problem. Should it be email? Should it
be UI?


On Thu, Sep 19, 2013 at 6:50 PM, Albert Shih <Albert.Shih at obspm.fr> wrote:

>  Le 19/09/2013 ? 12:05:02+0200, Albert Shih a ?crit
> > Hi,
> >
> > I just upgrade to rt 4.0.17 under freebsd.
> >
> > After the upgrade we got a big problem with encoding subject.
> >
> > If the subject is detected as utf-8 RT re-encode so a subject like
> >
> >     Essai ?
> >
> > is encode like
> >
> > Subject: =?UTF-8?B?W21hdGguY25ycy5mciAjMzM3OV0gRXNzYWkgw6k=?=
> >
> > but since my upgrade the encoding is wrong.
> >
> > Subject: =?UTF-8?B?W0luZm8gT2JzcG0gIzEwNzMxXSBFc3NhaSDvv70=?=
> >
> > And the problem become very big is with some subjet (always UTF-8) the
> > scrip don't work anymore.
> >
> > If I send a message with
> >
> >     Essai ? ? ? ?
> >
> > as a subject, RT don't send any mail to admin.
> >
> > Any idea ?
>
> I check the log, and found this message
>
> RT: Malformed UTF-8 character (unexpected end of string) in string ne at
> /usr/local/lib/perl5/site_perl/5.16/Locale/Maketext.pm line 538.
> (/usr/local/lib/perl5/site_perl/5.16/Locale/Maketext.pm:538)
> RT: Malformed UTF-8 character (unexpected end of string) in string ne at
> /usr/local/lib/perl5/site_perl/5.16/Locale/Maketext.pm line 538.
> (/usr/local/lib/perl5/site_perl/5.16/Locale/Maketext.pm:538)
>
>
> not sure it's related but I guess it'is.
>
> So I installed old version of
>
>     p5-Locale-Maketext-Lexicon
>
> but nothing change.
>
> I also try with
>
>     p5-Encode
>
> but no chance either.
>
> Can someone tell me which perl package is used by RT to ? encode ? subject
> ? So I can check if the problem come from RT 4.0.17 or some new perl
> packages.
>
> Regards.
>
> JAS
> --
> Albert SHIH
> DIO b?timent 15
> Observatoire de Paris
> 5 Place Jules Janssen
> 92195 Meudon Cedex
> France
> T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71
> xmpp: jas at obspm.fr
> Heure local/Local time:
> jeu 19 sep 2013 16:42:20 CEST
>
> --
> RT Training in New York, October 8th and 9th:
> http://bestpractical.com/training
>



-- 
Best regards, Ruslan.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130920/9b4a571c/attachment.htm>

From aurelien.lafranchise at mobiquithings.com  Fri Sep 20 04:22:40 2013
From: aurelien.lafranchise at mobiquithings.com (Aurelien Lafranchise)
Date: Fri, 20 Sep 2013 10:22:40 +0200
Subject: [rt-users] Confidentiality issue when customers searching by
	ticket number
In-Reply-To: <CAMOxC8ukLFLz0kPY+s0cain8KQtaeqDZQXDWUzbKMTEj-GjwjA@mail.gmail.com>
References: <4D213B19-DCBA-4A1B-900A-6481212F91BB@mobiquithings.com>
	<CAMOxC8ukLFLz0kPY+s0cain8KQtaeqDZQXDWUzbKMTEj-GjwjA@mail.gmail.com>
Message-ID: <CFD2677D-1FAF-4434-A286-BBA5394BD5F2@mobiquithings.com>

You are totally right.

Thanks for your help and the tool that I did not know.

Aur?lien Lafranchise
Network Operations Manager
Mob.:  +33 (0)6 03 88 36 26
Fax:    +33 (0)4 83 33 45 61
eMail:  aurelien.lafranchise at mobiquithings.com
Web:   http://www.mobiquithings.com



Le 19 sept. 2013 ? 20:20, Ruslan Zakirov <ruz at bestpractical.com> a ?crit :

> You should grant ShowTicket via Requestor role for your customers rather than via direct granting to a group.
> 
> Use http://search.cpan.org/~ruz/RT-Extension-Utils-0.06/sbin/rt-check-user-right-on-ticket to check how particular user gets a right to a ticket.
> 
> 
> On Thu, Sep 19, 2013 at 3:08 PM, Aurelien Lafranchise <aurelien.lafranchise at mobiquithings.com> wrote:
> Hello all,
> 
> I am facing a confidentiality problem on my RT instance.
> 
> My customers have access to RT to create ticket. In the interface they have a search field they can use to go to a ticket number. The problem is that they can put a ticket number and see the ticket even if it not one of their tickets.
> 
> I cannot find anywhere in the documentation or google any start of explanation on that.
> 
> Also all my customers are under the same group.
> 
> Thanks for your help
> Regards.
> 
> AL
> 
> --
> RT Training in New York, October 8th and 9th: http://bestpractical.com/training
> 
> 
> 
> -- 
> Best regards, Ruslan.

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130920/79b9c5d5/attachment.htm>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: MBQT_signature.png
Type: image/png
Size: 10817 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130920/79b9c5d5/attachment.png>

From michael.obrien at globoforce.com  Fri Sep 20 06:22:13 2013
From: michael.obrien at globoforce.com (globo)
Date: Fri, 20 Sep 2013 03:22:13 -0700 (PDT)
Subject: [rt-users] Weekly and Monthly Subscription mails to Dashboards
	not sending
In-Reply-To: <CAMOxC8sM=k8V9wq2v+=KQuRTc-XMG1cVdU-rtQdisTAXVUUU4w@mail.gmail.com>
References: <1379499150230-55292.post@n7.nabble.com>
	<1379503770213-55293.post@n7.nabble.com>
	<CAMOxC8sM=k8V9wq2v+=KQuRTc-XMG1cVdU-rtQdisTAXVUUU4w@mail.gmail.com>
Message-ID: <1379672533615-55305.post@n7.nabble.com>

Hi Ruslan, 

I create a new dashboard and still can?t get the Frequency to work on the
dashboard. In the RT log I get the following 

[Fri Sep 20 10:14:51 2013] [debug]: Checking against subscription 378 for
recurringtasks with frequency weekly, hour 11:00, dow Friday, dom 20, fow 1,
counter 6 (/opt/rt4/sbin/../lib/RT/Dashboard/Mailer.pm:152)

I don?t get any emails and there?s no log in the mail log. 

Do I need to enable something to get the Frequency on the dashboards to
work? 
It very strange the daily schedule works fine. 

Any other logs I could check to see why these emails are not being sent out
? 





--
View this message in context: http://requesttracker.8502.n7.nabble.com/Weekly-and-Monthly-Subscription-mails-to-Dashboards-not-sending-tp55292p55305.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From hamiltontpreston at gmail.com  Fri Sep 20 09:11:14 2013
From: hamiltontpreston at gmail.com (Hamilton T. Preston)
Date: Fri, 20 Sep 2013 09:11:14 -0400
Subject: [rt-users] Serving static file honoring group permissions
Message-ID: <D477F469-4978-4787-8C28-532AC112729D@gmail.com>

Is there easy way to serve static files that honor group permissions?

Thanks
HP


From jledford at biltmore.com  Fri Sep 20 10:26:38 2013
From: jledford at biltmore.com (Jason Ledford)
Date: Fri, 20 Sep 2013 10:26:38 -0400
Subject: [rt-users] Change Queue Name Not Persisting
Message-ID: <435CB3214F92FD4E8E5CEEB86A20440242908B404E@MAILBOX.tbcnet.biltmore.com>

I have changed the queue name in an RT install and everything seems fine except any dropdowns, like new ticket it or quick ticket all still have the old name.  I have rebooted and cleared mason cache.  Any thoughts?  I have shredded all data at this point so not concerned if data is interrupted.

Jason Ledford
Systems Analyst
The Biltmore Company<http://www.biltmore.com/>
One North Pack Square
Asheville, NC 28801
(828) 225-6127

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130920/9a7c0457/attachment.htm>

From alex.kucheryuk at eltoma-offshore.com  Fri Sep 20 10:33:41 2013
From: alex.kucheryuk at eltoma-offshore.com (Alexander Kucheryuk)
Date: Fri, 20 Sep 2013 17:33:41 +0300
Subject: [rt-users] template styling
Message-ID: <523C5CC5.9060104@eltoma-offshore.com>

Hi!

I have RT 4.0.16 on Centos box (64).

I have the following template:

{$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
  Transaction: {$Transaction->Description}
        Queue: {$Ticket->QueueObj->Name}
      Subject: {$Transaction->Subject || $Ticket->Subject || "(No 
subject given)"}
        Owner: {$Ticket->OwnerObj->Name}
   Requestors: {$Ticket->RequestorAddresses}
       Status: {$Ticket->Status}
   Ticket URL: 
{RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id}
      Content: {$Transaction->Content()}

The last line ( Content: {$Transaction->Content()} ). How can I style so 
that content is filling inside an invisible paragraph ( so that text is 
aligned symmetrically). What options do I have for that ? Using html ? 
Other options ?


From jim.h.berry at frb.gov  Fri Sep 20 11:16:25 2013
From: jim.h.berry at frb.gov (Jim Berry)
Date: Fri, 20 Sep 2013 15:16:25 +0000
Subject: [rt-users] Weekly and Monthly Subscription mails to
	Dashboards	not sending
In-Reply-To: <1379672533615-55305.post@n7.nabble.com>
References: <1379499150230-55292.post@n7.nabble.com>
	<1379503770213-55293.post@n7.nabble.com>
	<CAMOxC8sM=k8V9wq2v+=KQuRTc-XMG1cVdU-rtQdisTAXVUUU4w@mail.gmail.com>
	<1379672533615-55305.post@n7.nabble.com>
Message-ID: <328C311131899241A0CD6A885762A6300DFC2A3F@m1-mailbox03>

You don't mention your RT version, so I'm not sure if this applies:   There was a bug in the early 4.0.x releases which prevented any weekly dashboards from being emailed out.  This was fixed in v4.0.3 in 2011.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of globo
Sent: Friday, September 20, 2013 6:22 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Weekly and Monthly Subscription mails to Dashboards not sending

Hi Ruslan,

I create a new dashboard and still can?t get the Frequency to work on the dashboard. In the RT log I get the following

[Fri Sep 20 10:14:51 2013] [debug]: Checking against subscription 378 for recurringtasks with frequency weekly, hour 11:00, dow Friday, dom 20, fow 1, counter 6 (/opt/rt4/sbin/../lib/RT/Dashboard/Mailer.pm:152)

I don?t get any emails and there?s no log in the mail log.

Do I need to enable something to get the Frequency on the dashboards to work?
It very strange the daily schedule works fine.

Any other logs I could check to see why these emails are not being sent out ?





--
View this message in context: http://requesttracker.8502.n7.nabble.com/Weekly-and-Monthly-Subscription-mails-to-Dashboards-not-sending-tp55292p55305.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130920/54fd7171/attachment.htm>

From michael.obrien at globoforce.com  Fri Sep 20 11:25:13 2013
From: michael.obrien at globoforce.com (globo)
Date: Fri, 20 Sep 2013 08:25:13 -0700 (PDT)
Subject: [rt-users] Weekly and Monthly Subscription mails to
	Dashboards	not sending
In-Reply-To: <328C311131899241A0CD6A885762A6300DFC2A3F@m1-mailbox03>
References: <1379499150230-55292.post@n7.nabble.com>
	<1379503770213-55293.post@n7.nabble.com>
	<CAMOxC8sM=k8V9wq2v+=KQuRTc-XMG1cVdU-rtQdisTAXVUUU4w@mail.gmail.com>
	<1379672533615-55305.post@n7.nabble.com>
	<328C311131899241A0CD6A885762A6300DFC2A3F@m1-mailbox03>
Message-ID: <1379690713286-55310.post@n7.nabble.com>

Hi Jim, 

Thanks for the reply. 

We are running version RT 4.0.1. 

So hopefully if we upgrade to v4.0.3 of later we may have some success ?






--
View this message in context: http://requesttracker.8502.n7.nabble.com/Weekly-and-Monthly-Subscription-mails-to-Dashboards-not-sending-tp55292p55310.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From bbaker at copesan.com  Fri Sep 20 13:45:57 2013
From: bbaker at copesan.com (Bryon Baker)
Date: Fri, 20 Sep 2013 17:45:57 +0000
Subject: [rt-users] Full Text Searching
Message-ID: <c3a818800a55457da1166804a46b4c68@DM2PR05MB430.namprd05.prod.outlook.com>

I am wondering if version 4.0.13 of RT is able to do full text searching with MySQL version 5.5.29?

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"

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130920/0e6fe1f7/attachment.htm>

From falcone at bestpractical.com  Fri Sep 20 13:50:19 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 20 Sep 2013 13:50:19 -0400
Subject: [rt-users] Change Queue Name Not Persisting
In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440242908B404E@MAILBOX.tbcnet.biltmore.com>
References: <435CB3214F92FD4E8E5CEEB86A20440242908B404E@MAILBOX.tbcnet.biltmore.com>
Message-ID: <20130920175019.GA1957@jibsheet.com>

On Fri, Sep 20, 2013 at 10:26:38AM -0400, Jason Ledford wrote:
>    I have changed the queue name in an RT install and everything seems fine except any dropdowns,
>    like new ticket it or quick ticket all still have the old name.  I have rebooted and cleared
>    mason cache.  Any thoughts?  I have shredded all data at this point so not concerned if data
>    is interrupted.

You don't say, but I assume you're running 3.8 and didn't log out and
back in.  This was addressed in 4.0.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130920/bd8d83c9/attachment.sig>

From falcone at bestpractical.com  Fri Sep 20 13:51:22 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 20 Sep 2013 13:51:22 -0400
Subject: [rt-users] Serving static file honoring group permissions
In-Reply-To: <D477F469-4978-4787-8C28-532AC112729D@gmail.com>
References: <D477F469-4978-4787-8C28-532AC112729D@gmail.com>
Message-ID: <20130920175122.GB1957@jibsheet.com>

On Fri, Sep 20, 2013 at 09:11:14AM -0400, Hamilton T. Preston wrote:
> Is there easy way to serve static files that honor group permissions?

What kind of group permissions, RT groups?
You can put them in a directory under the Mason root with a dhandler
that does access checks on $session{'CurrentUser'} but there isn't any
built-in infrastructure for that.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130920/55ae19be/attachment.sig>

From falcone at bestpractical.com  Fri Sep 20 13:53:47 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 20 Sep 2013 13:53:47 -0400
Subject: [rt-users] template styling
In-Reply-To: <523C5CC5.9060104@eltoma-offshore.com>
References: <523C5CC5.9060104@eltoma-offshore.com>
Message-ID: <20130920175347.GC1957@jibsheet.com>

On Fri, Sep 20, 2013 at 05:33:41PM +0300, Alexander Kucheryuk wrote:
> I have the following template:
> 
> {$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
>  Transaction: {$Transaction->Description}
>        Queue: {$Ticket->QueueObj->Name}
>      Subject: {$Transaction->Subject || $Ticket->Subject || "(No
> subject given)"}
>        Owner: {$Ticket->OwnerObj->Name}
>   Requestors: {$Ticket->RequestorAddresses}
>       Status: {$Ticket->Status}
>   Ticket URL:
> {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id}
>      Content: {$Transaction->Content()}
> 
> The last line ( Content: {$Transaction->Content()} ). How can I
> style so that content is filling inside an invisible paragraph ( so
> that text is aligned symmetrically). What options do I have for that
> ? Using html ? Other options ?

If you convert this to an HTML template you can wrap the content in a
<p> and RT will prefer the HTML part of a multipart mail when
generating the content.

You can steal one of the HTML Templates that ships with RT 4.2.0rc1
and backport it to do what you want, further documentation on HTML
templates in 4.0 and 4.2

http://bestpractical.com/docs/rt/4.0/customizing/templates.html#Templates
http://bestpractical.com/docs/rt/4.2/customizing/templates.html

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130920/3d5e9866/attachment.sig>

From falcone at bestpractical.com  Fri Sep 20 13:54:14 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 20 Sep 2013 13:54:14 -0400
Subject: [rt-users] Full Text Searching
In-Reply-To: <c3a818800a55457da1166804a46b4c68@DM2PR05MB430.namprd05.prod.outlook.com>
References: <c3a818800a55457da1166804a46b4c68@DM2PR05MB430.namprd05.prod.outlook.com>
Message-ID: <20130920175414.GD1957@jibsheet.com>

On Fri, Sep 20, 2013 at 05:45:57PM +0000, Bryon Baker wrote:
>    I am wondering if version 4.0.13 of RT is able to do full text searching with MySQL version
>    5.5.29?

As long as Sphinx is compatible with your 5.5, it should be ok.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130920/51822f02/attachment.sig>

From bbaker at copesan.com  Fri Sep 20 14:04:27 2013
From: bbaker at copesan.com (Bryon Baker)
Date: Fri, 20 Sep 2013 18:04:27 +0000
Subject: [rt-users] WebDomain
Message-ID: <2f24888e445840df8288bf5492d345f1@DM2PR05MB430.namprd05.prod.outlook.com>

Can RT respond to multiple web domains?

Such as 
CSRRequests.copesan.com and CSARequest.copesan.com


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"


From mbrister at talentwise.com  Fri Sep 20 14:26:44 2013
From: mbrister at talentwise.com (Matt Brister)
Date: Fri, 20 Sep 2013 18:26:44 +0000
Subject: [rt-users] WebDomain
In-Reply-To: <2f24888e445840df8288bf5492d345f1@DM2PR05MB430.namprd05.prod.outlook.com>
References: <2f24888e445840df8288bf5492d345f1@DM2PR05MB430.namprd05.prod.outlook.com>
Message-ID: <1379701603.3239.35.camel@D12504>

I *think* I understand what you are asking, and the answer could be Yes. As long as RT-Mailgate can get the message and Exim can send a reply, the domain doesn't matter much.

For instance, we have a single RT instance on talentwisecorp.net that checks mail on 2 different Exchange servers via Postfix: docusign.talentwise.com and talentwise.com. Each is set up in the Mailgate to populate a different queue, and we have no issues. We did have to do some voodoo to make the messages pass through our Forefront server, but that is beyond the scope of this group.

--
Matt Brister - Sr. Desktop Support Analyst (mbrister at talentwise.com<mailto:mbrister at talentwise.com>)
O: (425)492-8281
C: (425)533-5714



-----Original Message-----
From: Bryon Baker <bbaker at copesan.com<mailto:Bryon%20Baker%20%3cbbaker at copesan.com%3e>>
To: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com<mailto:%22rt-users at lists.bestpractical.com%22%20%3crt-users at lists.bestpractical.com%3e>>
Subject: [rt-users] WebDomain
Date: Fri, 20 Sep 2013 18:04:27 +0000



Can RT respond to multiple web domains?

Such as
CSRRequests.copesan.com and CSARequest.copesan.com


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


-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130920/ca0049bb/attachment.htm>

From bbaker at copesan.com  Fri Sep 20 14:35:49 2013
From: bbaker at copesan.com (Bryon Baker)
Date: Fri, 20 Sep 2013 18:35:49 +0000
Subject: [rt-users] WebDomain
In-Reply-To: <1379701603.3239.35.camel@D12504>
References: <2f24888e445840df8288bf5492d345f1@DM2PR05MB430.namprd05.prod.outlook.com>
	<1379701603.3239.35.camel@D12504>
Message-ID: <4e5c8d3bb38a4e5aa8358439cb7a8b75@DM2PR05MB430.namprd05.prod.outlook.com>

Thanks Matt but more interest in the url address for the browser.

I already have rt consuming different email boxes and placing the emails in different queues.

So in the browser I would like the agents for the CSR group to enter CSRRequests.copesan.com and for the CSA group I would like them to enter CSARequests.copesan.com.

Currently when I try to do this I get.   Forbidden possible forgery from the webserver.


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: Matt Brister [mailto:mbrister at talentwise.com]
Sent: Friday, September 20, 2013 1:27 PM
To: Bryon Baker
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] WebDomain

I *think* I understand what you are asking, and the answer could be Yes. As long as RT-Mailgate can get the message and Exim can send a reply, the domain doesn't matter much.

For instance, we have a single RT instance on talentwisecorp.net that checks mail on 2 different Exchange servers via Postfix: docusign.talentwise.com and talentwise.com. Each is set up in the Mailgate to populate a different queue, and we have no issues. We did have to do some voodoo to make the messages pass through our Forefront server, but that is beyond the scope of this group.
--
Matt Brister - Sr. Desktop Support Analyst (mbrister at talentwise.com<mailto:mbrister at talentwise.com>)
O: (425)492-8281
C: (425)533-5714


-----Original Message-----
From: Bryon Baker <bbaker at copesan.com<mailto:Bryon%20Baker%20%3cbbaker at copesan.com%3e>>
To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com> <rt-users at lists.bestpractical.com<mailto:%22rt-users at lists.bestpractical.com%22%20%3crt-users at lists.bestpractical.com%3e>>
Subject: [rt-users] WebDomain
Date: Fri, 20 Sep 2013 18:04:27 +0000



Can RT respond to multiple web domains?



Such as

CSRRequests.copesan.com and CSARequest.copesan.com





Thanks

Bryon Baker

Network Operations Manager

Copesan - Specialists in Pest Solutions

800-267-3726  .  262-783-6261 ext. 2296

bbaker at copesan.com<mailto:bbaker at copesan.com>

www.copesan.com<http://www.copesan.com>

"Servicing North America with Local Care"


-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130920/74cd0e59/attachment.htm>

From Albert.Shih at obspm.fr  Fri Sep 20 17:01:56 2013
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Fri, 20 Sep 2013 23:01:56 +0200
Subject: [rt-users] Big problem with encoding subject
In-Reply-To: <CAMOxC8uEcTtEVzwxp8UgSzfdvfTKQ9rReKM5g_8rFEvr3ROgZg@mail.gmail.com>
References: <20130919100502.GB11997@pcjas.obspm.fr>
	<20130919145050.GA13169@pcjas.obspm.fr>
	<CAMOxC8uEcTtEVzwxp8UgSzfdvfTKQ9rReKM5g_8rFEvr3ROgZg@mail.gmail.com>
Message-ID: <20130920210156.GB22220@pcjas.obspm.fr>

 Le 20/09/2013 ? 08:58:35+0400, Ruslan Zakirov a ?crit
Hi, 

> 
> You didn't say how to reproduce the problem. Should it be email? Should it be
> UI?

Only from email.

When I send a email with some utf-8 character inside the subject the
problem appear.

I try to track the problem, so I installe a new server (FreeBSD), dump the
all mysql base and rt config, put inside the new server and the problem
still here.

I disable all plugin and enable debug mode in RT : 

Here the log I find (It's really at the beginning : )

Sep 20 20:53:37 support-new RT: Converting 'iso-8859-1' to 'utf-8' for text/plain - Essai ?, ?, ?
Sep 20 20:53:37 support-new RT: Mail from user #22 (Albert.Shih at obspm.fr)
Sep 20 20:53:37 support-new RT: About to think about scrips for transaction #203642
Sep 20 20:53:37 support-new RT: About to think about scrips for transaction #203643
Sep 20 20:53:37 support-new RT: About to think about scrips for transaction #203644
Sep 20 20:53:37 support-new RT: About to think about scrips for transaction #203645
Sep 20 20:53:37 support-new RT: About to think about scrips for transaction #203646
Sep 20 20:53:37 support-new RT: About to prepare scrips for transaction #203646
Sep 20 20:53:37 support-new RT: Found 3 scrips for TransactionCreate stage with applicable type(s) Create for txn #203646 on ticket #10767
Sep 20 20:53:37 support-new RT: Converting 'utf-8' to 'utf-8' for text/plain - =?UTF-8?B?W0luZm8gT2JzcG0gIzEwNzY3XSBFc3NhaSDvv70sIO+/vSwg77+9?=
Sep 20 20:53:37 support-new RT: Converting 'utf-8' to 'utf-8' for text/plain - =?UTF-8?B?W0luZm8gT2JzcG0gIzEwNzY3XSBFc3NhaSDvv70sIO+/vSwg77+9?=


at this point something is wrong because 

echo "W0luZm8gT2JzcG0gIzEwNzY3XSBFc3NhaSDvv70sIO+/vSwg77+9" |base64 -d

[Info Obspm #10767] Essai ?, ?, ?

and missing a "\n" at the end

It should be something like : 

echo "[Info Obspm #10767] Essai ?, ?, ?" |base64

W0luZm8gT2JzcG0gIzEwNzY3XSBFc3NhaSDDqSwgw6gsIMOjCg==

More stranger, if now I close the ticket from the web UI the mail RT send
to me is correct. 

Thank you very much for you help.

>     > Hi,
>     >
>     > I just upgrade to rt 4.0.17 under freebsd.
>     >
>     > After the upgrade we got a big problem with encoding subject.
>     >
>     > If the subject is detected as utf-8 RT re-encode so a subject like
>     >
>     > ? ? Essai ?
>     >
>     > is encode like
>     >
>     > Subject: =?UTF-8?B?W21hdGguY25ycy5mciAjMzM3OV0gRXNzYWkgw6k=?=
>     >
>     > but since my upgrade the encoding is wrong.
>     >
>     > Subject: =?UTF-8?B?W0luZm8gT2JzcG0gIzEwNzMxXSBFc3NhaSDvv70=?=
>     >
>     > And the problem become very big is with some subjet (always UTF-8) the
>     > scrip don't work anymore.
>     >
>     > If I send a message with
>     >
>     > ? ? Essai ? ? ? ?
>     >
>     > as a subject, RT don't send any mail to admin.
>     >
>     > Any idea ?
> 
>     I check the log, and found this message
> 
>     RT: Malformed UTF-8 character (unexpected end of string) in string ne at /
>     usr/local/lib/perl5/site_perl/5.16/Locale/Maketext.pm line 538. (/usr/local
>     /lib/perl5/site_perl/5.16/Locale/Maketext.pm:538)
>     RT: Malformed UTF-8 character (unexpected end of string) in string ne at /
>     usr/local/lib/perl5/site_perl/5.16/Locale/Maketext.pm line 538. (/usr/local
>     /lib/perl5/site_perl/5.16/Locale/Maketext.pm:538)
> 
> 
>     not sure it's related but I guess it'is.
> 
>     So I installed old version of
> 
>     ? ? p5-Locale-Maketext-Lexicon
> 
>     but nothing change.
> 
>     I also try with
> 
>     ? ? p5-Encode
> 
>     but no chance either.
> 
>     Can someone tell me which perl package is used by RT to ? encode ??subject
>     ? So I can check if the problem come from RT 4.0.17 or some new perl
>     packages.
> 

Bests regards.

JAS
-- 
Albert SHIH
DIO b?timent 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
France
T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71
xmpp: jas at obspm.fr
Heure local/Local time:
ven 20 sep 2013 22:49:40 CEST


From lenjaffe at jaffesystems.com  Fri Sep 20 20:12:21 2013
From: lenjaffe at jaffesystems.com (Len Jaffe)
Date: Fri, 20 Sep 2013 20:12:21 -0400
Subject: [rt-users] rt-dump-metadata selecting nonextistent column
Message-ID: <CAO_bo74HSx+0xdWtDdRLcMsyRY0VhdOs3dRpcT8pe9-n=msp_g@mail.gmail.com>

Per the excellent advice I received at Ohio LinuxFest, I tried to run
rt-dump-metadata, but received the following error message:

[Sat Sep 21 00:04:11 2013] [warning]: DBD::Oracle::db prepare failed:
ORA-00904: "PRIVATEKEY": invalid identifier (DBD ERROR: error possibly near
<*> indicator at char 7 in 'SELECT <*>privatekey FROM Users WHERE id =
:p1') [for Statement "SELECT privatekey FROM Users WHERE id = ?"] at
/webdata/perl5/perlbrew/perls/perl-5.18.0/lib/site_perl/5.18.0/DBIx/SearchBuilder/Handle.pm
line 549.


I checked, and my Users table does not have a privatekey column.

This installation started with 4.0.15, and I've since installed 4.016 and
4.0.17 over the top, but I don't recall being instructed to upgrade the
database with either point release.

Did I miss a memo?

Len.



-- 
lenjaffe at jaffesystems.com   614-404-4214    @lenjaffe
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.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130920/b453fc81/attachment.htm>

From falcone at bestpractical.com  Fri Sep 20 20:24:51 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 20 Sep 2013 20:24:51 -0400
Subject: [rt-users] rt-dump-metadata selecting nonextistent column
In-Reply-To: <CAO_bo74HSx+0xdWtDdRLcMsyRY0VhdOs3dRpcT8pe9-n=msp_g@mail.gmail.com>
References: <CAO_bo74HSx+0xdWtDdRLcMsyRY0VhdOs3dRpcT8pe9-n=msp_g@mail.gmail.com>
Message-ID: <20130921002451.GE1957@jibsheet.com>

On Fri, Sep 20, 2013 at 08:12:21PM -0400, Len Jaffe wrote:
>    Per the excellent advice I received at Ohio LinuxFest, I tried to run rt-dump-metadata, but
>    received the following error message:
>    [Sat Sep 21 00:04:11 2013] [warning]: DBD::Oracle::db prepare failed: ORA-00904: "PRIVATEKEY":
>    invalid identifier (DBD ERROR: error possibly near <*> indicator at char 7 in 'SELECT
>    <*>privatekey FROM Users WHERE id = :p1') [for Statement "SELECT privatekey FROM Users WHERE
>    id = ?"] at
>    /webdata/perl5/perlbrew/perls/perl-5.18.0/lib/site_perl/5.18.0/DBIx/SearchBuilder/Handle.pm
>    line 549.
>    I checked, and my Users table does not have a privatekey column.
>    This installation started with 4.0.15, and I've since installed 4.016 and 4.0.17 over the top,
>    but I don't recall being instructed to upgrade the database with either point release.
>    Did I miss a memo?

http://issues.bestpractical.com/Ticket/Display.html?id=22465

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130920/10b745cf/attachment.sig>

From mrcpu at lilpantry.com  Sat Sep 21 19:35:07 2013
From: mrcpu at lilpantry.com (Jaye Mathisen)
Date: Sat, 21 Sep 2013 16:35:07 -0700
Subject: [rt-users] Problem with groups and "Couldn't load the specified
	principal"
Message-ID: <523E2D2B.5020705@lilpantry.com>


Used to use RT extensively up until 2004, then got away from it for a 
few years.

So now we need a ticket system, and I fire up RT 4.0.17.

Queues are working, mail working, website working, but for some reason, 
I'm having a problem with Groups.

If I go to "Modify global group rights", and type in a new group name 
down in the add group box, I get:

  * Couldn't load the specified principal


If I got to tools and try to create a user-defined group,  call it 
"TEMP", I get "Group created", and i can add a member to it, which 
succeeds, but I can't see them in group rights, or do anything useful.

I don't remember seeing any issues in the original install, and it 
wasn't an upgrade of any kind.

Any suggestions would be appreciated.



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

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130921/d018a978/attachment.htm>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: mrcpu.vcf
Type: text/x-vcard
Size: 166 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130921/d018a978/attachment.vcf>

From bill at bfccomputing.com  Mon Sep 23 00:18:12 2013
From: bill at bfccomputing.com (Bill McGonigle)
Date: Mon, 23 Sep 2013 00:18:12 -0400
Subject: [rt-users] Custom Field as a column in search results?
In-Reply-To: <20130905141606.GW84863@jibsheet.com>
References: <1378303132.12141.15.camel@D12504>
	<20130905141606.GW84863@jibsheet.com>
Message-ID: <523FC104.4070905@bfccomputing.com>

On 09/05/2013 10:16 AM, Kevin Falcone wrote:
> As a superuser -
> 
> Click on Edit, click on Edit this Saved Search, click on Advanced, add
> __CustomField.{Impact to user}__ to the search, update the search.
> 
> If you were building a Queue specific search, you'd be able to do it
> from the normal Format builder at the bottom of the Query builder.

I'm trying to get this working on 4.0.8 (it was working for us on
3.6.7).  What I'm seeing is that the search works fine when defined, but
it's not 'sticking' to be the default search as it was before.

Here's the step-by-step - I'm hoping somebody can point out my error:

1) log in as root
2) click the queue in the 'Quick search' box
3) click 'Edit Search'
4) in 'Display Columns', choose the field, and move it right with the
arrow button.  Adjust position as required.
4a) tuned it in 'Advanced' for layout (definition included below)
5) click 'Update Format and Search' (looks perfect)
6) verify the custom field is still there by clicking among [Edit,
Advanced, Show Results] - looks great
7) return to 'Home'
8) click queue again.  <<=== Custom Field Gone ===>>

I'm wondering if there is a step 6a)?   I'm not seeing any error log
messages about this.

Thanks,
-Bill



'   <b><a
href="__WebPath__/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#',
'<b><a
href="__WebPath__/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject',
'__Status__',
'__QueueName__',
'__OwnerName__',
'__Priority__',
'__CustomField.{CU Ticket #}__',
'__NEWLINE__',
'',
'<small>__Requestors__</small>',
'<small>__CreatedRelative__</small>',
'<small>__ToldRelative__</small>',
'<small>__LastUpdatedRelative__</small>',
'<small>__TimeLeft__</small>',
''



-- 
Bill McGonigle, Owner
BFC Computing, LLC
http://bfccomputing.com/
Telephone: +1.855.SW.LIBRE
Email, IM, VOIP: bill at bfccomputing.com
VCard: http://bfccomputing.com/vcard/bill.vcf
Social networks: bill_mcgonigle/bill.mcgonigle


From alex.kucheryuk at eltoma-offshore.com  Mon Sep 23 05:42:01 2013
From: alex.kucheryuk at eltoma-offshore.com (Alexander Kucheryuk)
Date: Mon, 23 Sep 2013 12:42:01 +0300
Subject: [rt-users] Asset tracker - REST api
Message-ID: <52400CE9.4030904@eltoma-offshore.com>

Hi!

I have a question regarding extension asset tracker.
How does it store the items ?
Is it the same way as regular tickets ?

The reason I am asking is because we have a number of domains that we 
need to keep track of expiring. My idea was to put domains with expiry 
date into RT with AT extension and write a small php cron (that will 
communicate with RT via REST API) to send email reminders to certain RT 
groups (eg. admins).


From Matthias.Plotkowski at gmx.de  Mon Sep 23 05:47:33 2013
From: Matthias.Plotkowski at gmx.de (Matthias Plotkowski)
Date: Mon, 23 Sep 2013 11:47:33 +0200 (CEST)
Subject: [rt-users] Approvals on Assets Tracker?
Message-ID: <trinity-d36d3be2-e724-4853-b297-81b80b5654d9-1379929653461@3capp-gmx-bs07>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130923/f5e1b0ab/attachment.htm>

From lenjaffe at jaffesystems.com  Mon Sep 23 09:41:08 2013
From: lenjaffe at jaffesystems.com (Len Jaffe)
Date: Mon, 23 Sep 2013 09:41:08 -0400
Subject: [rt-users] rt-dump-metadata selecting nonextistent column
In-Reply-To: <20130921002451.GE1957@jibsheet.com>
References: <CAO_bo74HSx+0xdWtDdRLcMsyRY0VhdOs3dRpcT8pe9-n=msp_g@mail.gmail.com>
	<20130921002451.GE1957@jibsheet.com>
Message-ID: <CAO_bo77kFqp-5jvJ0uMwVazMuPM=7t5fuMCF5SUPcQLVa1ZdEg@mail.gmail.com>

I swear I searched before I posted.

Given that I'm getting a XML file back from rt-d-m, what's your opinion of
it's trustworthyness?

Is there an ETA on an update or a patch?

Thank you,
Len.


On Fri, Sep 20, 2013 at 8:24 PM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Fri, Sep 20, 2013 at 08:12:21PM -0400, Len Jaffe wrote:
> >    Per the excellent advice I received at Ohio LinuxFest, I tried to run
> rt-dump-metadata, but
> >    received the following error message:
> >    [Sat Sep 21 00:04:11 2013] [warning]: DBD::Oracle::db prepare failed:
> ORA-00904: "PRIVATEKEY":
> >    invalid identifier (DBD ERROR: error possibly near <*> indicator at
> char 7 in 'SELECT
> >    <*>privatekey FROM Users WHERE id = :p1') [for Statement "SELECT
> privatekey FROM Users WHERE
> >    id = ?"] at
> >
>  /webdata/perl5/perlbrew/perls/perl-5.18.0/lib/site_perl/5.18.0/DBIx/SearchBuilder/Handle.pm
> >    line 549.
> >    I checked, and my Users table does not have a privatekey column.
> >    This installation started with 4.0.15, and I've since installed 4.016
> and 4.0.17 over the top,
> >    but I don't recall being instructed to upgrade the database with
> either point release.
> >    Did I miss a memo?
>
> http://issues.bestpractical.com/Ticket/Display.html?id=22465
>
> -kevin
>
>
> --
> 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.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130923/30893655/attachment.htm>

From falcone at bestpractical.com  Mon Sep 23 11:14:47 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 23 Sep 2013 11:14:47 -0400
Subject: [rt-users] Custom Field as a column in search results?
In-Reply-To: <523FC104.4070905@bfccomputing.com>
References: <1378303132.12141.15.camel@D12504>
	<20130905141606.GW84863@jibsheet.com>
	<523FC104.4070905@bfccomputing.com>
Message-ID: <20130923151447.GF1957@jibsheet.com>

On Mon, Sep 23, 2013 at 12:18:12AM -0400, Bill McGonigle wrote:
> On 09/05/2013 10:16 AM, Kevin Falcone wrote:
> > As a superuser -
> > 
> > Click on Edit, click on Edit this Saved Search, click on Advanced, add
> > __CustomField.{Impact to user}__ to the search, update the search.
> > 
> > If you were building a Queue specific search, you'd be able to do it
> > from the normal Format builder at the bottom of the Query builder.
> 
> I'm trying to get this working on 4.0.8 (it was working for us on
> 3.6.7).  What I'm seeing is that the search works fine when defined, but
> it's not 'sticking' to be the default search as it was before.
> 
> Here's the step-by-step - I'm hoping somebody can point out my error:
> 
> 1) log in as root
> 2) click the queue in the 'Quick search' box

I'm not sure why this would have worked on 3.8, because the code is
the same.  The Quick Search widget does not have it's own Format
saved.  It uses $DefaultSearchResultFormat set in your
RT_SiteConfig.pm

http://bestpractical.com/docs/rt/latest/RT_Config.html#DefaultSearchResultFormat

The instructions I gave were for editing *searches* on the home page,
not the quick search.

-kevin

> 3) click 'Edit Search'
> 4) in 'Display Columns', choose the field, and move it right with the
> arrow button.  Adjust position as required.
> 4a) tuned it in 'Advanced' for layout (definition included below)
> 5) click 'Update Format and Search' (looks perfect)
> 6) verify the custom field is still there by clicking among [Edit,
> Advanced, Show Results] - looks great
> 7) return to 'Home'
> 8) click queue again.  <<=== Custom Field Gone ===>>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130923/cbfd7b55/attachment.sig>

From falcone at bestpractical.com  Mon Sep 23 11:28:27 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 23 Sep 2013 11:28:27 -0400
Subject: [rt-users] Asset tracker - REST api
In-Reply-To: <52400CE9.4030904@eltoma-offshore.com>
References: <52400CE9.4030904@eltoma-offshore.com>
Message-ID: <20130923152827.GG1957@jibsheet.com>

On Mon, Sep 23, 2013 at 12:42:01PM +0300, Alexander Kucheryuk wrote:
> The reason I am asking is because we have a number of domains that
> we need to keep track of expiring. My idea was to put domains with
> expiry date into RT with AT extension and write a small php cron
> (that will communicate with RT via REST API) to send email reminders
> to certain RT groups (eg. admins).

It might be easier to just make repeating tickets.
https://metacpan.org/module/RT::Extension::RepeatTicket

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130923/7f149b7f/attachment.sig>

From falcone at bestpractical.com  Mon Sep 23 11:32:00 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 23 Sep 2013 11:32:00 -0400
Subject: [rt-users] Problem with groups and "Couldn't load the specified
 principal"
In-Reply-To: <523E2D2B.5020705@lilpantry.com>
References: <523E2D2B.5020705@lilpantry.com>
Message-ID: <20130923153200.GH1957@jibsheet.com>

On Sat, Sep 21, 2013 at 04:35:07PM -0700, Jaye Mathisen wrote:
>    If I go to "Modify global group rights", and type in a new group name down in the add group
>    box, I get:
> 
>      * Couldn't load the specified principal
> 
>    If I got to tools and try to create a user-defined group,  call it "TEMP", I get "Group
>    created", and i can add a member to it, which succeeds, but I can't see them in group rights,
>    or do anything useful.

What happens when you go back to Modify global group rights and type
in TEMP now?  In 3.8 we used to list every group in the system on that
page, but that was horrible if you had a lot of groups.  The group
rights autocompleter doesn't make new groups for you, it just provides
a better way to select one of thousands of possible groups.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130923/920530d5/attachment.sig>

From mrcpu at lilpantry.com  Mon Sep 23 12:31:03 2013
From: mrcpu at lilpantry.com (Jaye Mathisen)
Date: Mon, 23 Sep 2013 09:31:03 -0700
Subject: [rt-users] Problem with groups and "Couldn't load the specified
 principal"
In-Reply-To: <20130923153200.GH1957@jibsheet.com>
References: <523E2D2B.5020705@lilpantry.com>
	<20130923153200.GH1957@jibsheet.com>
Message-ID: <52406CC7.5010806@lilpantry.com>

I see the problem.  You type in a group and then have to assign rights 
to it at the time.  It doesn't appear to work to just create a group, 
then assign rights.

It's working fine once I type in a group name, and then click any of the 
checkboxes then hit save.

My apologies for my confusion.

4.0.17 is working great.  Might bite the bullet and jump to 4.2 before 
we get too far into this.

Thanks for your help.

On 9/23/2013 8:32 AM, Kevin Falcone wrote:
> On Sat, Sep 21, 2013 at 04:35:07PM -0700, Jaye Mathisen wrote:
>>     If I go to "Modify global group rights", and type in a new group name down in the add group
>>     box, I get:
>>
>>       * Couldn't load the specified principal
>>
>>     If I got to tools and try to create a user-defined group,  call it "TEMP", I get "Group
>>     created", and i can add a member to it, which succeeds, but I can't see them in group rights,
>>     or do anything useful.
> What happens when you go back to Modify global group rights and type
> in TEMP now?  In 3.8 we used to list every group in the system on that
> page, but that was horrible if you had a lot of groups.  The group
> rights autocompleter doesn't make new groups for you, it just provides
> a better way to select one of thousands of possible groups.
>
> -kevin
>
>

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

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130923/63c58871/attachment.htm>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: mrcpu.vcf
Type: text/x-vcard
Size: 166 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130923/63c58871/attachment.vcf>

From falcone at bestpractical.com  Mon Sep 23 12:53:21 2013
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 23 Sep 2013 12:53:21 -0400
Subject: [rt-users] Problem with groups and "Couldn't load the specified
 principal"
In-Reply-To: <52406CC7.5010806@lilpantry.com>
References: <523E2D2B.5020705@lilpantry.com>
	<20130923153200.GH1957@jibsheet.com>
	<52406CC7.5010806@lilpantry.com>
Message-ID: <20130923165321.GI1957@jibsheet.com>

On Mon, Sep 23, 2013 at 09:31:03AM -0700, Jaye Mathisen wrote:
> I see the problem.  You type in a group and then have to assign
> rights to it at the time.  It doesn't appear to work to just create
> a group, then assign rights.

Ah - yes, you type a name, select it from the autocompleter, assign
the rights you want changed (you'll also see the title changes) and
*then* save.

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130923/b7f0efc5/attachment.sig>

From jledford at biltmore.com  Mon Sep 23 15:01:10 2013
From: jledford at biltmore.com (Jason Ledford)
Date: Mon, 23 Sep 2013 15:01:10 -0400
Subject: [rt-users] Change Queue Name Not Persisting
In-Reply-To: <20130920175019.GA1957@jibsheet.com>
References: <435CB3214F92FD4E8E5CEEB86A20440242908B404E@MAILBOX.tbcnet.biltmore.com>
	<20130920175019.GA1957@jibsheet.com>
Message-ID: <435CB3214F92FD4E8E5CEEB86A20440242908B45A4@MAILBOX.tbcnet.biltmore.com>

Sorry, version v4.  It must have been cached somewhere as it has corrected itself.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Friday, September 20, 2013 1:50 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Change Queue Name Not Persisting

On Fri, Sep 20, 2013 at 10:26:38AM -0400, Jason Ledford wrote:
>    I have changed the queue name in an RT install and everything seems fine except any dropdowns,
>    like new ticket it or quick ticket all still have the old name.  I have rebooted and cleared
>    mason cache.  Any thoughts?  I have shredded all data at this point so not concerned if data
>    is interrupted.

You don't say, but I assume you're running 3.8 and didn't log out and back in.  This was addressed in 4.0.

-kevin


From Albert.Shih at obspm.fr  Mon Sep 23 16:30:21 2013
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Mon, 23 Sep 2013 22:30:21 +0200
Subject: [rt-users] Big problem with encoding subject
In-Reply-To: <20130920210156.GB22220@pcjas.obspm.fr>
References: <20130919100502.GB11997@pcjas.obspm.fr>
	<20130919145050.GA13169@pcjas.obspm.fr>
	<CAMOxC8uEcTtEVzwxp8UgSzfdvfTKQ9rReKM5g_8rFEvr3ROgZg@mail.gmail.com>
	<20130920210156.GB22220@pcjas.obspm.fr>
Message-ID: <20130923203021.GA9872@pcjas.obspm.fr>

 Le 20/09/2013 ? 23:01:56+0200, Albert Shih a ?crit
>  Le 20/09/2013 ? 08:58:35+0400, Ruslan Zakirov a ?crit
> Hi, 
> 
> > 
> > You didn't say how to reproduce the problem. Should it be email? Should it be
> > UI?
> 
> Only from email.
> 
> When I send a email with some utf-8 character inside the subject the
> problem appear.
> 
> I try to track the problem, so I installe a new server (FreeBSD), dump the
> all mysql base and rt config, put inside the new server and the problem
> still here.
> 
> I disable all plugin and enable debug mode in RT : 
> 
> Here the log I find (It's really at the beginning : )
> 
> Sep 20 20:53:37 support-new RT: Converting 'iso-8859-1' to 'utf-8' for text/plain - Essai ?, ?, ?
> Sep 20 20:53:37 support-new RT: Mail from user #22 (Albert.Shih at obspm.fr)
> Sep 20 20:53:37 support-new RT: About to think about scrips for transaction #203642
> Sep 20 20:53:37 support-new RT: About to think about scrips for transaction #203643
> Sep 20 20:53:37 support-new RT: About to think about scrips for transaction #203644
> Sep 20 20:53:37 support-new RT: About to think about scrips for transaction #203645
> Sep 20 20:53:37 support-new RT: About to think about scrips for transaction #203646
> Sep 20 20:53:37 support-new RT: About to prepare scrips for transaction #203646
> Sep 20 20:53:37 support-new RT: Found 3 scrips for TransactionCreate stage with applicable type(s) Create for txn #203646 on ticket #10767
> Sep 20 20:53:37 support-new RT: Converting 'utf-8' to 'utf-8' for text/plain - =?UTF-8?B?W0luZm8gT2JzcG0gIzEwNzY3XSBFc3NhaSDvv70sIO+/vSwg77+9?=
> Sep 20 20:53:37 support-new RT: Converting 'utf-8' to 'utf-8' for text/plain - =?UTF-8?B?W0luZm8gT2JzcG0gIzEwNzY3XSBFc3NhaSDvv70sIO+/vSwg77+9?=
> 
> 
> at this point something is wrong because 
> 
> echo "W0luZm8gT2JzcG0gIzEwNzY3XSBFc3NhaSDvv70sIO+/vSwg77+9" |base64 -d
> 
> [Info Obspm #10767] Essai ?, ?, ?
> 
> and missing a "\n" at the end
> 
> It should be something like : 
> 
> echo "[Info Obspm #10767] Essai ?, ?, ?" |base64
> 
> W0luZm8gT2JzcG0gIzEwNzY3XSBFc3NhaSDDqSwgw6gsIMOjCg==
> 
> More stranger, if now I close the ticket from the web UI the mail RT send
> to me is correct. 
> 

Any help ? 

I'm totally stuck with this problem. The point is not only because I lost
some UTF-8 character, but because with some UTF-8 in the subject some scrip
don't work, the mail isn't send by RT to the requestor (for example). 

Today I install from empty disk (on vmware) a fresh FreeBSD 9.2-RC4, I
don't use anything from the old config, I init a empty database
(rt-setup-database --action=init). And I still get the problem. 

So the problem don't come from error in the configuration. 

I remark, with fresh install the ? autoreply ??scrip (who have in the
script ?Subject : etc..??is working perfectly, but since the ? subject ??is
not inside the scrip it's stop working, the encoding is wrong. 

Any help would very very welcome. 

For example : where the subject is encoded inside RT and with which perl package ? 

Regards.

JAS

-- 
Albert SHIH
DIO b?timent 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
France
T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71
xmpp: jas at obspm.fr
Heure local/Local time:
lun 23 sep 2013 22:25:09 CEST


From lenjaffe at jaffesystems.com  Mon Sep 23 16:33:48 2013
From: lenjaffe at jaffesystems.com (Len Jaffe)
Date: Mon, 23 Sep 2013 16:33:48 -0400
Subject: [rt-users] rt-dump-metadata selecting nonextistent column
In-Reply-To: <CAO_bo77kFqp-5jvJ0uMwVazMuPM=7t5fuMCF5SUPcQLVa1ZdEg@mail.gmail.com>
References: <CAO_bo74HSx+0xdWtDdRLcMsyRY0VhdOs3dRpcT8pe9-n=msp_g@mail.gmail.com>
	<20130921002451.GE1957@jibsheet.com>
	<CAO_bo77kFqp-5jvJ0uMwVazMuPM=7t5fuMCF5SUPcQLVa1ZdEg@mail.gmail.com>
Message-ID: <CAO_bo76VdPYomyjAC46AcgGgYePqDPJ4OqhKGamTY9u5=j-VXw@mail.gmail.com>

It looks like it dumped enough data for me to bootstrap my new instance.
I'm pretty pleased.

Len.


On Mon, Sep 23, 2013 at 9:41 AM, Len Jaffe <lenjaffe at jaffesystems.com>wrote:

> I swear I searched before I posted.
>
> Given that I'm getting a XML file back from rt-d-m, what's your opinion of
> it's trustworthyness?
>
> Is there an ETA on an update or a patch?
>
> Thank you,
> Len.
>
>
> On Fri, Sep 20, 2013 at 8:24 PM, Kevin Falcone <falcone at bestpractical.com>wrote:
>
>> On Fri, Sep 20, 2013 at 08:12:21PM -0400, Len Jaffe wrote:
>> >    Per the excellent advice I received at Ohio LinuxFest, I tried to
>> run rt-dump-metadata, but
>> >    received the following error message:
>> >    [Sat Sep 21 00:04:11 2013] [warning]: DBD::Oracle::db prepare
>> failed: ORA-00904: "PRIVATEKEY":
>> >    invalid identifier (DBD ERROR: error possibly near <*> indicator at
>> char 7 in 'SELECT
>> >    <*>privatekey FROM Users WHERE id = :p1') [for Statement "SELECT
>> privatekey FROM Users WHERE
>> >    id = ?"] at
>> >
>>  /webdata/perl5/perlbrew/perls/perl-5.18.0/lib/site_perl/5.18.0/DBIx/SearchBuilder/Handle.pm
>> >    line 549.
>> >    I checked, and my Users table does not have a privatekey column.
>> >    This installation started with 4.0.15, and I've since installed
>> 4.016 and 4.0.17 over the top,
>> >    but I don't recall being instructed to upgrade the database with
>> either point release.
>> >    Did I miss a memo?
>>
>> http://issues.bestpractical.com/Ticket/Display.html?id=22465
>>
>> -kevin
>>
>>
>> --
>> 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.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130923/d4a0c374/attachment.htm>

From Albert.Shih at obspm.fr  Mon Sep 23 17:09:26 2013
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Mon, 23 Sep 2013 23:09:26 +0200
Subject: [rt-users] Big problem with encoding subject
In-Reply-To: <20130923203021.GA9872@pcjas.obspm.fr>
References: <20130919100502.GB11997@pcjas.obspm.fr>
	<20130919145050.GA13169@pcjas.obspm.fr>
	<CAMOxC8uEcTtEVzwxp8UgSzfdvfTKQ9rReKM5g_8rFEvr3ROgZg@mail.gmail.com>
	<20130920210156.GB22220@pcjas.obspm.fr>
	<20130923203021.GA9872@pcjas.obspm.fr>
Message-ID: <20130923210926.GA9994@pcjas.obspm.fr>

 Le 23/09/2013 ? 22:30:21+0200, Albert Shih a ?crit
> > 
> 
> Any help ? 
> 
> I'm totally stuck with this problem. The point is not only because I lost
> some UTF-8 character, but because with some UTF-8 in the subject some scrip
> don't work, the mail isn't send by RT to the requestor (for example). 
> 
> Today I install from empty disk (on vmware) a fresh FreeBSD 9.2-RC4, I
> don't use anything from the old config, I init a empty database
> (rt-setup-database --action=init). And I still get the problem. 
> 
> So the problem don't come from error in the configuration. 
> 
> I remark, with fresh install the ? autoreply ??scrip (who have in the
> script ?Subject : etc..??is working perfectly, but since the ? subject ??is
> not inside the scrip it's stop working, the encoding is wrong. 
> 
> Any help would very very welcome. 
> 
> For example : where the subject is encoded inside RT and with which perl package ? 
> 

I try to find where the subject is encoded and find this thing little
strange.

I put some RT:Logger inside

    Action/SendEmail.pm

in 

sub SetHeaderAsEncoding {
    my $self = shift;
    my ( $field, $enc ) = ( shift, shift );
 
    my $head = $self->TemplateObj->MIMEObj->head;

    if ( lc($field) eq 'from' and RT->Config->Get('SMTPFrom') ) {   
        $head->replace( $field, RT->Config->Get('SMTPFrom') ); 
        return;
    }

    my $value = $head->get( $field );
    $RT::Logger->debug( "In Action/Sendmail.pm '$field' and '$value' before ") ;

    $value = $self->MIMEEncodeString( $value, $enc );
    $head->replace( $field, $value );

    $RT::Logger->debug( "In Action/Sendmail.pm '$value' just after ") ;

}

and the thing is in the log I find


Sep 23 23:05:49 support-9 RT: In Action/Sendmail.pm 'Subject' and '[Support #5] AutoReply: Essai, \xc3\xa9, \xc3\xa0, \xc3\xa3 ' before
Sep 23 23:05:49 support-9 RT: In Action/Sendmail.pm '=?UTF-8?B?W1N1cHBvcnQgIzVdIEF1dG9SZXBseTogRXNzYWksIMOpLCDDoCwgw6M=?=' just after
Sep 23 23:05:49 support-9 RT: Converting 'utf-8' to 'utf-8' for text/plain - =?UTF-8?B?W1N1cHBvcnQgIzVdIEF1dG9SZXBseTogRXNzYWksIMOpLCDDoCwgw6M=?=
Sep 23 23:05:49 support-9 RT: In Action/Sendmail.pm 'Subject' and '[Support #5] Essai, \xef\xbf\xbd, \xef\xbf\xbd, \xef\xbf\xbd ' before
Sep 23 23:05:49 support-9 RT: In Action/Sendmail.pm '=?UTF-8?B?W1N1cHBvcnQgIzVdIEVzc2FpLCDvv70sIO+/vSwg77+9?=' just after
Sep 23 23:05:49 support-9 RT: Converting 'utf-8' to 'utf-8' for text/plain - =?UTF-8?B?W1N1cHBvcnQgIzVdIEVzc2FpLCDvv70sIO+/vSwg77+9?=

the first couple of encoding is correct, but why (normal ? ) RT try to
encode a second time, anyway the second time is wrong. 

So or the problem come from RT with two encoding, or he come from some perl
package.

Regards.

JAS

-- 
Albert SHIH
DIO b?timent 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
France
T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71
xmpp: jas at obspm.fr
Heure local/Local time:
lun 23 sep 2013 23:02:21 CEST


From Albert.Shih at obspm.fr  Mon Sep 23 17:29:02 2013
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Mon, 23 Sep 2013 23:29:02 +0200
Subject: [rt-users] Big problem with encoding subject
In-Reply-To: <20130923210926.GA9994@pcjas.obspm.fr>
References: <20130919100502.GB11997@pcjas.obspm.fr>
	<20130919145050.GA13169@pcjas.obspm.fr>
	<CAMOxC8uEcTtEVzwxp8UgSzfdvfTKQ9rReKM5g_8rFEvr3ROgZg@mail.gmail.com>
	<20130920210156.GB22220@pcjas.obspm.fr>
	<20130923203021.GA9872@pcjas.obspm.fr>
	<20130923210926.GA9994@pcjas.obspm.fr>
Message-ID: <20130923212902.GD9994@pcjas.obspm.fr>

 Le 23/09/2013 ? 23:09:26+0200, Albert Shih a ?crit
> }
> 
> and the thing is in the log I find
> 
> 
> Sep 23 23:05:49 support-9 RT: In Action/Sendmail.pm 'Subject' and '[Support #5] AutoReply: Essai, \xc3\xa9, \xc3\xa0, \xc3\xa3 ' before
> Sep 23 23:05:49 support-9 RT: In Action/Sendmail.pm '=?UTF-8?B?W1N1cHBvcnQgIzVdIEF1dG9SZXBseTogRXNzYWksIMOpLCDDoCwgw6M=?=' just after
> Sep 23 23:05:49 support-9 RT: Converting 'utf-8' to 'utf-8' for text/plain - =?UTF-8?B?W1N1cHBvcnQgIzVdIEF1dG9SZXBseTogRXNzYWksIMOpLCDDoCwgw6M=?=
> Sep 23 23:05:49 support-9 RT: In Action/Sendmail.pm 'Subject' and '[Support #5] Essai, \xef\xbf\xbd, \xef\xbf\xbd, \xef\xbf\xbd ' before
> Sep 23 23:05:49 support-9 RT: In Action/Sendmail.pm '=?UTF-8?B?W1N1cHBvcnQgIzVdIEVzc2FpLCDvv70sIO+/vSwg77+9?=' just after
> Sep 23 23:05:49 support-9 RT: Converting 'utf-8' to 'utf-8' for text/plain - =?UTF-8?B?W1N1cHBvcnQgIzVdIEVzc2FpLCDvv70sIO+/vSwg77+9?=
> 
> the first couple of encoding is correct, but why (normal ? ) RT try to
> encode a second time, anyway the second time is wrong. 
> 
> So or the problem come from RT with two encoding, or he come from some perl
> package.
> 

YESSS....I find the problem.....

The problem come with the new version of

    p5-Encode-2.55

with the old version p5-Encode-2.49 it's working again. 

I don't known where is the real problem, but between p5-Encode-2.55 and RT
they are some incompability. 

Regards.

JAS
-- 
Albert SHIH
DIO b?timent 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
France
T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71
xmpp: jas at obspm.fr
Heure local/Local time:
lun 23 sep 2013 23:23:26 CEST


From dbrooks at mdah.state.ms.us  Tue Sep 24 15:26:24 2013
From: dbrooks at mdah.state.ms.us (Donny Brooks)
Date: Tue, 24 Sep 2013 14:26:24 -0500
Subject: [rt-users] New ticket in: change order
Message-ID: <244d-5241e780-5-6d269c80@200627436>

Is there a way, without messing up something, to change the order of queues as they appear in the web interface under "New ticket in:"? We have 4 queues currently: CM, CS, General, IS. Nearly everything we input is in IS but it defaults to CM which is our change management queue. One of my co-workers has a problem with constantly putting tickets in the CM queue since it is default. 

-- 

Donny B.


From tony.arnold at manchester.ac.uk  Tue Sep 24 16:49:23 2013
From: tony.arnold at manchester.ac.uk (Tony Arnold)
Date: Tue, 24 Sep 2013 21:49:23 +0100
Subject: [rt-users] New ticket in: change order
In-Reply-To: <244d-5241e780-5-6d269c80@200627436>
References: <244d-5241e780-5-6d269c80@200627436>
Message-ID: <5241FAD3.4000303@manchester.ac.uk>

Donny,

On 24/09/13 20:26, Donny Brooks wrote:
> Is there a way, without messing up something, to change the order of
> queues as they appear in the web interface under "New ticket in:"? We
> have 4 queues currently: CM, CS, General, IS. Nearly everything we
> input is in IS but it defaults to CM which is our change management
> queue. One of my co-workers has a problem with constantly putting
> tickets in the CM queue since it is default.
> 

Not sure how to change the order, but you can set the default using the
following in your RT_SiteConfig.pm

# Set the default queue
Set($DefaultQueue, 'IS');

for example. You will need to restart your WEB server, of course.

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


From mrbbowles at gmail.com  Wed Sep 25 03:48:02 2013
From: mrbbowles at gmail.com (Brian Bowles)
Date: Wed, 25 Sep 2013 02:48:02 -0500
Subject: [rt-users] Problems with Custom Fields.
Message-ID: <CADsBMX5gZwaCX1nKsn7uZxapi38HLtUqC40dS+J_a2bVL0Xvgw@mail.gmail.com>

I've recently installed RT and am trying to get an environment working.  I
have created 2 users and custom fields.  My problem is I can never see any
of the custom fields anywhere in RT.  I've applied the C.F.'s to queues,
tickets, and globally.  I've yet to ever see them appear in the interface
except when looking under Configuration/Custom Fields.  syslog has no
errors any more, so what should I do to debug this?  I assume it is a
permission problem but I also assumed I would have had at least 1 C.F. to
appear somewhere by now as I've tried multiple approaches.  I don't even
see any C.F.'s in the root account either.

Is there some simple list where I can get it working then possibly work
backwards?

I'm using the devel webserver on localhost under ubuntu if it matters.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130925/0c7faa7c/attachment.htm>

From Albert.Shih at obspm.fr  Wed Sep 25 05:12:43 2013
From: Albert.Shih at obspm.fr (Albert Shih)
Date: Wed, 25 Sep 2013 11:12:43 +0200
Subject: [rt-users] Problems with Custom Fields.
In-Reply-To: <CADsBMX5gZwaCX1nKsn7uZxapi38HLtUqC40dS+J_a2bVL0Xvgw@mail.gmail.com>
References: <CADsBMX5gZwaCX1nKsn7uZxapi38HLtUqC40dS+J_a2bVL0Xvgw@mail.gmail.com>
Message-ID: <20130925091243.GA35683@pcjas.obspm.fr>

 Le 25/09/2013 ? 02:48:02-0500, Brian Bowles a ?crit
> 
> I've recently installed RT and am trying to get an environment working.? I have
> created 2 users and custom fields.? My problem is I can never see any of the
> custom fields anywhere in RT.? I've applied the C.F.'s to queues, tickets, and
> globally.? I've yet to ever see them appear in the interface except when
> looking under Configuration/Custom Fields.? syslog has no errors any more, so
> what should I do to debug this?? I assume it is a permission problem but I also
> assumed I would have had at least 1 C.F. to appear somewhere by now as I've
> tried multiple approaches.? I don't even see any C.F.'s in the root account
> either.
> 
> Is there some simple list where I can get it working then possibly work
> backwards??

thing to check : 

    Inside the web interface go to 

        Tools -> configuration -> queue 

        Select you queue

    Go to Ticket Custom Fields

        See if you custom field is selected.

After that (in same panel) go to User Right (or Group Right) and give you
all right in General Rights & Staff Rights. 

You should now see the custom field inside Ticket Metadata

Not sure that help...but well..I hope...

Regards.

-- 
Albert SHIH
DIO b?timent 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
France
T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71
xmpp: jas at obspm.fr
Heure local/Local time:
mer 25 sep 2013 11:08:10 CEST


From boli at itss.co.tz  Thu Sep 26 12:44:25 2013
From: boli at itss.co.tz (Boli)
Date: Thu, 26 Sep 2013 19:44:25 +0300
Subject: [rt-users] Prevent 'Reply' to ticket?
Message-ID: <52446469.9010701@itss.co.tz>

Hi

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.

What am I missing?

Thanks for any help...
-- 
Jon 'Boli' Copeland
Network Engineer
IT Sales & Services Ltd
boli at itss.co.tz
+255 (0) 685 374780


From bbaker at copesan.com  Thu Sep 26 12:54:23 2013
From: bbaker at copesan.com (Bryon Baker)
Date: Thu, 26 Sep 2013 16:54:23 +0000
Subject: [rt-users] Change Queue
Message-ID: <3bbee33dc1594e0bb43269c67592f259@DM2PR05MB430.namprd05.prod.outlook.com>

I would like to know if this is the place to ask if someone would write a custom action to be used by rt-crontool?

I would like this custom action to change the queue on a ticket based on the list returned by the query from rt-crontool.

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" 



From bbaker at copesan.com  Thu Sep 26 13:45:37 2013
From: bbaker at copesan.com (Bryon Baker)
Date: Thu, 26 Sep 2013 17:45:37 +0000
Subject: [rt-users] Change Queue
In-Reply-To: <3bbee33dc1594e0bb43269c67592f259@DM2PR05MB430.namprd05.prod.outlook.com>
References: <3bbee33dc1594e0bb43269c67592f259@DM2PR05MB430.namprd05.prod.outlook.com>
Message-ID: <0c7d8cba551540feabba4a96ee5a44a0@DM2PR05MB430.namprd05.prod.outlook.com>

Ok tried something on my own I copied "SetPriority.pm" module to ChangeQueue.pm and change code to 

When I try and execute this with rt-crontool I get 

[Thu Sep 26 17:39:21 2013] [critical]: Failed to load module RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line 305. (/usr/lib/perl5/vendor_perl/5.16.2/RT.pm:400)
Failed to load module RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line 305.

I have compared the permissions on both file and everything looks the same.


package RT::Action::ChangeQueue;
use base 'RT::Action';

use strict;
use warnings;

#Do what we need to do and send it out.

#What does this type of Action does

sub Describe  {
  my $self = shift;
  return (ref $self . " will set a ticket's priority to the argument provided.");
}


sub Prepare  {
    # nothing to prepare
    return 1;
}

sub Commit {
    my $self = shift;
    my $currentqueue = $ticket->Queue;

##  Did this to validate what is happening before I do it.
    print "Current Queue $currentqueue, New Queue $self->Argument\n";  
#    $self->TicketObj->SetQueue($self->Argument);

}

RT::Base->_ImportOverlays();

1;


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 Bryon Baker
Sent: Thursday, September 26, 2013 11:54 AM
To: RT Users
Subject: [rt-users] Change Queue

I would like to know if this is the place to ask if someone would write a custom action to be used by rt-crontool?

I would like this custom action to change the queue on a ticket based on the list returned by the query from rt-crontool.

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" 


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



From bbaker at copesan.com  Thu Sep 26 14:26:05 2013
From: bbaker at copesan.com (Bryon Baker)
Date: Thu, 26 Sep 2013 18:26:05 +0000
Subject: [rt-users] Change Queue
In-Reply-To: <0c7d8cba551540feabba4a96ee5a44a0@DM2PR05MB430.namprd05.prod.outlook.com>
References: <3bbee33dc1594e0bb43269c67592f259@DM2PR05MB430.namprd05.prod.outlook.com>
	<0c7d8cba551540feabba4a96ee5a44a0@DM2PR05MB430.namprd05.prod.outlook.com>
Message-ID: <96ced78d03a34944a6164b5edebb380b@DM2PR05MB430.namprd05.prod.outlook.com>

Ok it looks like rt-crontool is not finding the new module I created.

Where should this new module be located?  

Currently it is in the same location as the other modules.
/usr/lib/perl5/vendor_perl/5.16.2/RT/Action

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 Bryon Baker
Sent: Thursday, September 26, 2013 12:46 PM
To: RT Users
Subject: Re: [rt-users] Change Queue

Ok tried something on my own I copied "SetPriority.pm" module to ChangeQueue.pm and change code to 

When I try and execute this with rt-crontool I get 

[Thu Sep 26 17:39:21 2013] [critical]: Failed to load module RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line 305. (/usr/lib/perl5/vendor_perl/5.16.2/RT.pm:400)
Failed to load module RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line 305.

I have compared the permissions on both file and everything looks the same.


package RT::Action::ChangeQueue;
use base 'RT::Action';

use strict;
use warnings;

#Do what we need to do and send it out.

#What does this type of Action does

sub Describe  {
  my $self = shift;
  return (ref $self . " will set a ticket's priority to the argument provided."); }


sub Prepare  {
    # nothing to prepare
    return 1;
}

sub Commit {
    my $self = shift;
    my $currentqueue = $ticket->Queue;

##  Did this to validate what is happening before I do it.
    print "Current Queue $currentqueue, New Queue $self->Argument\n";  
#    $self->TicketObj->SetQueue($self->Argument);

}

RT::Base->_ImportOverlays();

1;


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 Bryon Baker
Sent: Thursday, September 26, 2013 11:54 AM
To: RT Users
Subject: [rt-users] Change Queue

I would like to know if this is the place to ask if someone would write a custom action to be used by rt-crontool?

I would like this custom action to change the queue on a ticket based on the list returned by the query from rt-crontool.

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" 


--
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 bbaker at copesan.com  Thu Sep 26 17:34:51 2013
From: bbaker at copesan.com (Bryon Baker)
Date: Thu, 26 Sep 2013 21:34:51 +0000
Subject: [rt-users] Need Help Understanding
Message-ID: <3f1bdb3e8561446982747c867b87bf51@DM2PR05MB430.namprd05.prod.outlook.com>

I am setting up email reply and I want the email to go out the everyone.

Description:  On Correspond Notify All Watchers
Condition:  On Correspond
Action:  Notify Owner, Requestor, Ccs and AdminCcs
Template:  Global template: Correspondence
Stage:  Transaction

I fill out the fields for Bcc, Cc.

The outgoing email recorded is as follows.  But there are not any entries for the Bcc or Cc the I added.  The Bcc listed is the owner which is correct ad the To: is correct as the original ticket requestor.

Subject: [copesan.com #14358] Testing email
From: "Enoch Root via RT" <clientservice at copesan.com>
Reply-To: clientservice at copesan.com
In-Reply-To: <rt-4.0.13-26291-1380229115-763.14358-85-0 at Copsean_Service_Inc>
References: <RT-Ticket-14358 at Copsean_Service_Inc>
<rt-4.0.13-26291-1380229115-763.14358-85-0 at Copsean_Service_Inc>
Message-ID: <rt-4.0.13-27105-1380230411-1364.14358-85-0 at Copsean_Service_Inc>
Precedence: bulk
X-RT-Loop-Prevention: copesan.com
RT-Ticket: copesan.com #14358
Managed-BY: RT 4.0.13 (http://www.bestpractical.com/rt/)
RT-Originator: root at localhost
To: bbaker at copesan.com
BCC: cnakabugo at copesan.com
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8
Date: Thu, 26 Sep 2013 16:20:11 -0500

Also if the RT-Originator: field is the same as the owner no messages will go to that person.

RT-Send-CC:

cnakabugo at copesan.com


  Cnakabugo did the reply and put herself in as the Cc.


Subject: [copesan.com #14358] Testing email

From: "Catherine Nakabugo via RT" <clientservice at copesan.com>

Reply-To: clientservice at copesan.com

In-Reply-To: <rt-4.0.13-26291-1380229115-763.14358-85-0 at Copsean_Service_Inc>

References: <RT-Ticket-14358 at Copsean_Service_Inc>

 <rt-4.0.13-26291-1380229115-763.14358-85-0 at Copsean_Service_Inc>

Message-ID: <rt-4.0.13-26894-1380229838-713.14358-85-0 at Copsean_Service_Inc>

Precedence: bulk

X-RT-Loop-Prevention: copesan.com

RT-Ticket: copesan.com #14358

Managed-BY: RT 4.0.13 (http://www.bestpractical.com/rt/)

RT-Originator: cnakabugo at copesan.com

To: bbaker at copesan.com

MIME-Version: 1.0

Content-Transfer-Encoding: 8bit

Content-Type: text/plain; charset="utf-8"

X-RT-Original-Encoding: utf-8

Date: Thu, 26 Sep 2013 16:10:38 -0500




What am I missing?


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"

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130926/5752b006/attachment.htm>

From lstewart at iweb.com  Thu Sep 26 18:56:59 2013
From: lstewart at iweb.com (Landon Stewart)
Date: Thu, 26 Sep 2013 15:56:59 -0700
Subject: [rt-users] Change Queue
In-Reply-To: <0c7d8cba551540feabba4a96ee5a44a0@DM2PR05MB430.namprd05.prod.outlook.com>
References: <3bbee33dc1594e0bb43269c67592f259@DM2PR05MB430.namprd05.prod.outlook.com>
	<0c7d8cba551540feabba4a96ee5a44a0@DM2PR05MB430.namprd05.prod.outlook.com>
Message-ID: <CABgOHgsFQTvm+4dfBtUK+WrUvHZspXW=ueZcnWS9=oFLtG35MQ@mail.gmail.com>

On 26 September 2013 10:45, Bryon Baker <bbaker at copesan.com> wrote:

> Ok tried something on my own I copied "SetPriority.pm" module to
> ChangeQueue.pm and change code to
>
> When I try and execute this with rt-crontool I get
>
> [Thu Sep 26 17:39:21 2013] [critical]: Failed to load module
> RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line 305.
> (/usr/lib/perl5/vendor_perl/5.16.2/RT.pm:400)
> Failed to load module RT::Action::ChangeQueue. () at /usr/bin/rt-crontool
> line 305.
>
> I have compared the permissions on both file and everything looks the same.
>
> package RT::Action::ChangeQueue;
> use base 'RT::Action';
>
> use strict;
> use warnings;
>
> #Do what we need to do and send it out.
>
> #What does this type of Action does
>
> sub Describe  {
>   my $self = shift;
>   return (ref $self . " will set a ticket's priority to the argument
> provided.");
>

That looks weird?  ref $self?  That'd probably return "HASH will set
ticket's?" or something.  I'd nuke it entirely anyway since you don't need
this sub.


> sub Prepare  {
>     # nothing to prepare
>     return 1;
> }
>

Nuke this since you don't need it.


> sub Commit {
>     my $self = shift;
>     my $currentqueue = $*ticket*->Queue;
>

You haven't dereferenced $self->TicketObj into $ticket yet above.


> ##  Did this to validate what is happening before I do it.
>     print "Current Queue $currentqueue, New Queue *$self->Argument*\n";
> #    $self->TicketObj->SetQueue($self->Argument);
>
> }
>

This print line would be interpreted as:
print "Current Queue ".$currentqueue.", New Queue ".$self."->Argument\n";

Probably not what you want?

*By the way there might already be an action called SetQueue.pm in your
lib/RT/Actions/ directory.*

If you want to keep working on your module though - try this.
 This ChangeQueue.pm should be located in /opt/rt4/lib/RT/Action/ or
equivalent.  I've removed SetQueue() like you did so it won't actually
modify the ticket.

package RT::Action::ChangeQueue;
use base 'RT::Action';

use strict;
use warnings;

sub Commit {
    my $self = shift;
    my $ticket = $self->TicketObj;
    my $cq = $ticket->Queue;
    my $nq = $self->Argument;

    print "Current Queue $cq, New Queue $nq\n";
    # or
    print "Current Queue ".$self->TicketObj->Queue.", New Queue
".$self->Argument."\n";
    # or
    print "Current Queue ".$ticket->Queue.", New Queue
".$self->Argument."\n";
}

RT::Base->_ImportOverlays();

1;

Give this line a new Queue ID# and a ticket # and watch the magic:
/opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --action
RT::Action::ChangeQueue --action-arg "<qid>" --transaction first --verbose
--search-arg 'id = <ticketid>'


-- 
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
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130926/2b051f0c/attachment.htm>

From bbaker at copesan.com  Thu Sep 26 20:55:54 2013
From: bbaker at copesan.com (Bryon Baker)
Date: Fri, 27 Sep 2013 00:55:54 +0000
Subject: [rt-users] Change Queue
In-Reply-To: <CABgOHgsFQTvm+4dfBtUK+WrUvHZspXW=ueZcnWS9=oFLtG35MQ@mail.gmail.com>
References: <3bbee33dc1594e0bb43269c67592f259@DM2PR05MB430.namprd05.prod.outlook.com>
	<0c7d8cba551540feabba4a96ee5a44a0@DM2PR05MB430.namprd05.prod.outlook.com>
	<CABgOHgsFQTvm+4dfBtUK+WrUvHZspXW=ueZcnWS9=oFLtG35MQ@mail.gmail.com>
Message-ID: <c9ec5a4dc8a1496f8d7948c0865f35ab@DM2PR05MB430.namprd05.prod.outlook.com>

Thanks Landon for the tips and info.  The suggestions are working great and I am moving on.

Also by the way there is not an action of this type in the actions directory.

Again 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: Landon Stewart [mailto:lstewart at iweb.com]
Sent: Thursday, September 26, 2013 5:57 PM
To: Bryon Baker
Cc: RT Users
Subject: Re: [rt-users] Change Queue

On 26 September 2013 10:45, Bryon Baker <bbaker at copesan.com<mailto:bbaker at copesan.com>> wrote:
Ok tried something on my own I copied "SetPriority.pm" module to ChangeQueue.pm and change code to

When I try and execute this with rt-crontool I get

[Thu Sep 26 17:39:21 2013] [critical]: Failed to load module RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line 305. (/usr/lib/perl5/vendor_perl/5.16.2/RT.pm:400)
Failed to load module RT::Action::ChangeQueue. () at /usr/bin/rt-crontool line 305.

I have compared the permissions on both file and everything looks the same.

package RT::Action::ChangeQueue;
use base 'RT::Action';

use strict;
use warnings;

#Do what we need to do and send it out.

#What does this type of Action does

sub Describe  {
  my $self = shift;
  return (ref $self . " will set a ticket's priority to the argument provided.");

That looks weird...  ref $self?  That'd probably return "HASH will set ticket's..." or something.  I'd nuke it entirely anyway since you don't need this sub.

sub Prepare  {
    # nothing to prepare
    return 1;
}

Nuke this since you don't need it.

sub Commit {
    my $self = shift;
    my $currentqueue = $ticket->Queue;

You haven't dereferenced $self->TicketObj into $ticket yet above.

##  Did this to validate what is happening before I do it.
    print "Current Queue $currentqueue, New Queue $self->Argument\n";
#    $self->TicketObj->SetQueue($self->Argument);

}

This print line would be interpreted as:
print "Current Queue ".$currentqueue.", New Queue ".$self."->Argument\n";

Probably not what you want...

By the way there might already be an action called SetQueue.pm in your lib/RT/Actions/ directory.

If you want to keep working on your module though - try this.  This ChangeQueue.pm should be located in /opt/rt4/lib/RT/Action/ or equivalent.  I've removed SetQueue() like you did so it won't actually modify the ticket.

package RT::Action::ChangeQueue;
use base 'RT::Action';

use strict;
use warnings;

sub Commit {
    my $self = shift;
    my $ticket = $self->TicketObj;
    my $cq = $ticket->Queue;
    my $nq = $self->Argument;

    print "Current Queue $cq, New Queue $nq\n";
    # or
    print "Current Queue ".$self->TicketObj->Queue.", New Queue ".$self->Argument."\n";
    # or
    print "Current Queue ".$ticket->Queue.", New Queue ".$self->Argument."\n";
}

RT::Base->_ImportOverlays();

1;

Give this line a new Queue ID# and a ticket # and watch the magic:
/opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --action RT::Action::ChangeQueue --action-arg "<qid>" --transaction first --verbose --search-arg 'id = <ticketid>'


--
Landon Stewart :: lstewart at iweb.com<mailto: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


-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130927/9b89ce18/attachment.htm>

From bbaker at copesan.com  Fri Sep 27 14:17:10 2013
From: bbaker at copesan.com (Bryon Baker)
Date: Fri, 27 Sep 2013 18:17:10 +0000
Subject: [rt-users] rt-crontool
Message-ID: <2cb0e4c04ddd4b5f816d564826f79bc2@DM2PR05MB430.namprd05.prod.outlook.com>

Has anyone setup a rt-crontool job to run a scrip that is defined in a queue?

Maybe I will try and explain some more.

So I have built 80 scrips attached to a queue they do several thing for filling out custom fields.  But sometime they are not able to retrieve the information usually because there is something wrong with the data being retrieved from a foreign database.  I get the data corrected but then the cf need to be updated manually.

My thought is to rerun the needed scrip to fill in the cf's.

Hopefully this makes sense.

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"

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130927/aba8802c/attachment.htm>

From alexmv at bestpractical.com  Fri Sep 27 15:24:33 2013
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Fri, 27 Sep 2013 15:24:33 -0400
Subject: [rt-users] Big problem with encoding subject
In-Reply-To: <20130923212902.GD9994@pcjas.obspm.fr>
References: <20130919100502.GB11997@pcjas.obspm.fr>
	<20130919145050.GA13169@pcjas.obspm.fr>
	<CAMOxC8uEcTtEVzwxp8UgSzfdvfTKQ9rReKM5g_8rFEvr3ROgZg@mail.gmail.com>
	<20130920210156.GB22220@pcjas.obspm.fr>
	<20130923203021.GA9872@pcjas.obspm.fr>
	<20130923210926.GA9994@pcjas.obspm.fr>
	<20130923212902.GD9994@pcjas.obspm.fr>
Message-ID: <1380309873.20120.60.camel@umgah.localdomain>

On Mon, 2013-09-23 at 23:29 +0200, Albert Shih wrote:
> YESSS....I find the problem.....
> 
> The problem come with the new version of
> 
>     p5-Encode-2.55

We've confirmed the bug; it is caused by Encode >= 2.53, and will be
fixed in RT 4.0.18 and 4.2.0.  Until 4.0.18 is released, we suggest
downgrading Encode to version 2.52.
 - Alex



From lstewart at iweb.com  Fri Sep 27 15:37:12 2013
From: lstewart at iweb.com (Landon Stewart)
Date: Fri, 27 Sep 2013 12:37:12 -0700
Subject: [rt-users] rt-crontool
In-Reply-To: <2cb0e4c04ddd4b5f816d564826f79bc2@DM2PR05MB430.namprd05.prod.outlook.com>
References: <2cb0e4c04ddd4b5f816d564826f79bc2@DM2PR05MB430.namprd05.prod.outlook.com>
Message-ID: <CABgOHgtJpscFq0a6asq1k1T06b9003_OmkzHV8hL4-uH4tJ8UA@mail.gmail.com>

On 27 September 2013 11:17, Bryon Baker <bbaker at copesan.com> wrote:

>  Has anyone setup a rt-crontool job to run a scrip that is defined in a
> queue?
>
> Maybe I will try and explain some more.
>
> So I have built 80 scrips attached to a queue they do several thing for
> filling out custom fields.  But sometime they are not able to retrieve the
> information usually because there is something wrong with the data being
> retrieved from a foreign database.  I get the data corrected but then the
> cf need to be updated manually.
>
> My thought is to rerun the needed scrip to fill in the cf?s.
>

Hi Byron,

I'm doing this in numerous cases.  Basically I use my action modules in the
Scrips but I don't write User Defined actions in the Scrips if I want to be
able to use them as Actions like you are talking about above.  I started
here a few months ago:
http://requesttracker.wikia.com/wiki/WriteCustomAction

Basically the process is to write it as an action in your RT/Action/
directory, test it and stuff?  Once you know it works manually with
rt-crontool then add it to the RT database as a ScripAction so it can be
used in the Scrips section of the UI as well as by rt-crontool.

-- 
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
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130927/307e4f50/attachment.htm>

From Kendric.Beachey at garmin.com  Sun Sep 29 00:07:29 2013
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Sun, 29 Sep 2013 04:07:29 +0000
Subject: [rt-users] Upgraded from 3.6.5 to 4.0.17,
	and mailgate has lost its way
Message-ID: <074C3AE4E206DC478AB4FA128B9791411688FFEB@OLAWPA-EXMB06.ad.garmin.com>

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.



From at at efficientip.com  Mon Sep 30 09:38:23 2013
From: at at efficientip.com (Abdallah TABI)
Date: Mon, 30 Sep 2013 15:38:23 +0200
Subject: [rt-users] Fwd: Need help with the plugin RT::Extension::SLA
In-Reply-To: <CADRn1OWtDV_No9At+0EbQbxbwdBitdnW8M1HEX376oLgr83DWw@mail.gmail.com>
References: <CADRn1OWtDV_No9At+0EbQbxbwdBitdnW8M1HEX376oLgr83DWw@mail.gmail.com>
Message-ID: <CAHT2K-ddw-WB=Fm_pbiNvFqqk+MBx3Y884HrjjnLdVK1UK7uQg@mail.gmail.com>

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
.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130930/d1223f3c/attachment.htm>

From SJC at qvii.com  Mon Sep 30 09:58:23 2013
From: SJC at qvii.com (Cena, Stephen (ext. 300))
Date: Mon, 30 Sep 2013 13:58:23 +0000
Subject: [rt-users] Customer web access - two servers, one database?
Message-ID: <0CE56AE307C0BC4B950BF05F3759DF43044F78@MailStore2010.ogp.qvii.com>

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 (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.

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>



-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130930/d3a8a400/attachment.htm>

From ruz at bestpractical.com  Mon Sep 30 10:13:17 2013
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 30 Sep 2013 18:13:17 +0400
Subject: [rt-users] Need help with the plugin RT::Extension::SLA
In-Reply-To: <CADRn1OWtDV_No9At+0EbQbxbwdBitdnW8M1HEX376oLgr83DWw@mail.gmail.com>
References: <CADRn1OWtDV_No9At+0EbQbxbwdBitdnW8M1HEX376oLgr83DWw@mail.gmail.com>
Message-ID: <CAMOxC8u3vS9RnwiVro1jhWDH-ajmwipM7tLvXYJSA-kbaKT0BQ@mail.gmail.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.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130930/46343370/attachment.htm>

From al at efficientip.com  Mon Sep 30 11:46:19 2013
From: al at efficientip.com (Alexandre LEPREVOST)
Date: Mon, 30 Sep 2013 17:46:19 +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: <CADRn1OUOiXEugGg0YRNuf5YAeuy2X1VNhA9pqrtR+fT7b6Sm2g@mail.gmail.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.
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130930/58b4ab4a/attachment.htm>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: creation_date.png
Type: image/png
Size: 5350 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130930/58b4ab4a/attachment.png>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: customfield.png
Type: image/png
Size: 34861 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130930/58b4ab4a/attachment-0001.png>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: creation.png
Type: image/png
Size: 26614 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130930/58b4ab4a/attachment-0002.png>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: user.png
Type: image/png
Size: 10146 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130930/58b4ab4a/attachment-0003.png>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: answer_date.png
Type: image/png
Size: 5829 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130930/58b4ab4a/attachment-0004.png>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: answer.png
Type: image/png
Size: 28016 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130930/58b4ab4a/attachment-0005.png>