From alex at peters.net Fri Aug 1 03:50:23 2014 From: alex at peters.net (Alex Peters) Date: Fri, 1 Aug 2014 17:50:23 +1000 Subject: [rt-users] absence planning[Spam-Wahrscheinlichkeit=46] In-Reply-To: <97344147CBA1644584462D6D81C43CE41380C13A@svex.scheppach.local> References: <97344147CBA1644584462D6D81C43CE4138041D5@svex.scheppach.local> <97344147CBA1644584462D6D81C43CE413804698@svex.scheppach.local> <97344147CBA1644584462D6D81C43CE4138047EB@svex.scheppach.local> <97344147CBA1644584462D6D81C43CE41380B6DC@svex.scheppach.local> <97344147CBA1644584462D6D81C43CE41380B907@svex.scheppach.local> <97344147CBA1644584462D6D81C43CE41380BA1B@svex.scheppach.local> <97344147CBA1644584462D6D81C43CE41380C13A@svex.scheppach.local> Message-ID: Running the scrip without checking for "is correspondence" should be fine. Another option is to automatically unset the user's Absent value when they next log in. To do this, create local/html/Callbacks/OnLoginMakeUserNotAbsent/autohandler/SuccessfulLogin with the following line: % $session{'CurrentUser'}->UserObj->AddCustomFieldValue( Field => 27, Value => 'No' ); then delete the contents of var/mason/data/obj and restart your web server. On 1 August 2014 16:39, Eierschmalz, Bernhard < Bernhard.Eierschmalz at scheppach.com> wrote: > Hi Alex, > > > > great, now it works! > > > > Do you think it?s a problem to run the scrip on any change? Without the > check ?is correspondence?? > > Background: I think when one user is back from holiday and forgets to set > himself to ?not absent?, he will recognize this faster when I run the scrip > on any change. > > > > Br > > bernhard > > > > *Von:* Alex Peters [mailto:alex at peters.net] > *Gesendet:* Donnerstag, 31. Juli 2014 14:27 > *An:* Eierschmalz, Bernhard > *Cc:* rt-users at lists.bestpractical.com > *Betreff:* Re: [rt-users] absence planning[Spam-Wahrscheinlichkeit=46] > > > > Since you only want to run this scrip when correspondence occurs on a > stalled/resolved ticket, and the owner is absent, the following condition > should work: > > > > # is this correspondence? > > return if $self->TransactionObj->Type ne 'Correspond'; > > > > # is the ticket stalled/resolved? > > my $status = $self->TicketObj->Status; > > return if $status ne 'stalled' and $status ne 'resolved'; > > > > # is the owner absent? > > my $absent = $self->TicketObj->OwnerObj->FirstCustomFieldValue(27); > > return if not defined $absent or $absent eq 'No'; > > > > # all criteria apply > > return 1; > > > > Go to Admin > Global > Scrips as a super user and use the Up/Down controls > to ensure that your custom scrip runs before the On Correspond Open Tickets > scrip. > > > > On 31 July 2014 21:56, Eierschmalz, Bernhard < > Bernhard.Eierschmalz at scheppach.com> wrote: > > Hi Alex, > > > > Yes, it works now! Great! > > > > Now the second step ? to check the state. > > > > I think it should be OK when I change my condition to: > > *return 0 if $self->Status eq 'open';* > > *my $CFval = $self->TicketObj->OwnerObj->FirstCustomFieldValue(27);* > > *return 1 if defined $CFval and $CFval eq 'yes';* > > > > right? > > > > How do I manage to run this scrip before ?on correspond open tickets? > scrip? > > > > > > Best Regards > > Bernhard > > > > *Von:* Alex Peters [mailto:alex at peters.net] > *Gesendet:* Donnerstag, 31. Juli 2014 13:26 > > > *An:* Eierschmalz, Bernhard; rt-users at lists.bestpractical.com > *Betreff:* Re: AW: [rt-users] absence planning > > > > I believe that the "Absent" custom field belongs to users rather than > tickets. If that is correct, your code should read as follows: > > my $CFval = $self->TicketObj->OwnerObj->FirstCustomFieldValue(27); > return 1 if defined $CFval and $CFval eq 'Yes'; > > > > Note that values are case-sensitive, so a capital Y is required. Does > this help? > > > > (P.S. Please reply-all to ensure that the list remains informed of this > discussion.) > > > > On 31 July 2014 21:04, Eierschmalz, Bernhard < > Bernhard.Eierschmalz at scheppach.com> wrote: > > Hallo Alex, > > > > If I understand correctly you mean when the Custom Field is not set, my > $CFval will be undefined? > > But the custom field for my testuser (who is owner of my test ticket) is > set to ?no? > > > > Could it be that the type of the custom field matters? I have selected > ?choose one value?. My values are: > > > > Sort > > Name > > Description > > Category > > 0 > > Yes > > Absent yes > > > > 1 > > No > > Absent no > > > > > > > > > > It seems that either your custom field isn't named precisely "absent", or > perhaps you are running an older version of RT which doesn't support > loading custom fields by name. If using the ID (27) works for you, it is > probably best to just use that for now. > > > > It is named absent, and I user RT 4.2.6 ? but I think anyway it?s better > to use the ID. > > > > > > Best regards > > Bernhard > > > > *Von:* Alex Peters [mailto:alex at peters.net] > *Gesendet:* Donnerstag, 31. Juli 2014 12:28 > *An:* Eierschmalz, Bernhard; rt-users at lists.bestpractical.com > > > *Betreff:* Re: AW: [rt-users] absence planning > > > > The uninitialized value warnings can be solved by changing the test line: > > > > my $CFval = $self->TicketObj->FirstCustomFieldValue(27); > > return 1 if defined $CFval and $CFval eq 'yes'; > > > > since when the custom field is not set, $CFval will be undefined. > > > > It seems that either your custom field isn't named precisely "absent", or > perhaps you are running an older version of RT which doesn't support > loading custom fields by name. If using the ID (27) works for you, it is > probably best to just use that for now. > > > > On 31 July 2014 19:50, Eierschmalz, Bernhard < > Bernhard.Eierschmalz at scheppach.com> wrote: > > Hello Alex, > > > > your idea with 2 scrips running independent of each other sounds good ? I > will try this. > > > > But first, I still have the problem by loading the CF. > > I tried around a little bit ? but no solution. I changed my Condition to > the following: > > > > *my $CFval = $self->TicketObj->FirstCustomFieldValue(27);* > > *return 1 if $CFval eq 'yes';* > > > > I receive the following failure: > > *[12166] [Thu Jul 31 09:37:56 2014] [warning]: Use of uninitialized value > $CFval in string eq at (eval 807) line 2. ((eval 807):2)* > > *[12166] [Thu Jul 31 09:37:58 2014] [warning]: Use of uninitialized value > $CFval in string eq at (eval 816) line 2. ((eval 816):2)* > > > > 27 is the ID of my Custom field. When I change to > *FirstCustomFieldValue(?absent?)* I receive the following failure message: > > > > *[12166] [Thu Jul 31 09:49:00 2014] [warning]: Couldn't load custom field > by 'absent' identifier (/opt/rt4/sbin/../lib/RT/Record.pm:2231)* > > *[12166] [Thu Jul 31 09:49:00 2014] [warning]: Use of uninitialized value > $CFval in string eq at (eval 829) line 2. ((eval 829):2)* > > *[12166] [Thu Jul 31 09:49:06 2014] [warning]: Couldn't load custom field > by 'absent' identifier (/opt/rt4/sbin/../lib/RT/Record.pm:2231)* > > *[12166] [Thu Jul 31 09:49:06 2014] [warning]: Use of uninitialized value > $CFval in string eq at (eval 838) line 2. ((eval 838):2)* > > > > What should I do now? > > > > > > best Regards, > > Bernhard > > > > *Von:* Alex Peters [mailto:alex at peters.net] > *Gesendet:* Freitag, 25. Juli 2014 01:53 > > > *An:* Eierschmalz, Bernhard > *Cc:* rt-users at lists.bestpractical.com > > *Betreff:* Re: AW: [rt-users] absence planning > > > > I feel that you are overcomplicating your scrip by testing for a status > change (which is actually a side effect of another scrip), because your > primary goal is to perform this action when correspondence occurs. > > If I were in your position, I would have two scrips in place: > > 1. On (correspond AND owner is absent AND ticket is stalled/resolved), > set owner to Nobody. Runs first. > > 2. On correspond, open inactive tickets. Runs second. > > Actually, in your position I would probably assign an additional > "Exclusive" custom field to tickets that when set to true, indicates that > the ticket can only be worked on by the current owner. Then I would change > Scrip 1's condition to "on (correspond AND owner absent AND ticket not > exclusive)." That way, the status isn't used to convey that meaning. > > Custom fields can be loaded by name, so that shouldn't be failing for > you. Is "absent" the exact name of the field? What is the exact code that > you are using? > > On 25/07/2014 12:44 am, "Eierschmalz, Bernhard" < > Bernhard.Eierschmalz at scheppach.com> wrote: > > Hello Alex, > > > > I user RT 4.2.6 > > In my error logs I find the following: > > *[3066] [Thu Jul 24 14:16:20 2014] [warning]: Couldn't load custom field > by 'absent' identifier (/opt/rt4/sbin/../lib/RT/Record.pm:2231)* > > *[3066] [Thu Jul 24 14:16:20 2014] [warning]: Use of uninitialized value > in string eq at (eval 896) line 1. ((eval 896):1)* > > *[3066] [Thu Jul 24 14:16:23 2014] [warning]: Couldn't load custom field > by 'absent' identifier (/opt/rt4/sbin/../lib/RT/Record.pm:2231)* > > *[3066] [Thu Jul 24 14:16:23 2014] [warning]: Use of uninitialized value > in string eq at (eval 905) line 1. ((eval 905):1)* > > > > What does this mean? Should I identify the CF by ID? > > > > If I understand you correctly, the "on correspond, open inactive tickets" > scrip is interfering with your ability to test whether an absent owner's > ticket was previously marked as stalled or resolved rather than open. If > you move your scrip to execute before the scrip that opens inactive tickets > on correspond, the interference should no longer occur. > > > > Not exactly. Let me explain once again. > > When a user is absent, he maybe has open tickets, and for sure has many > resolved and stalled tickets. > > > > The open tickets are tickets, only this user can resolve, and this user > decides to resolve this ticket after his absence. (e.g. because this is a > large project) > > When there is any transaction (e.g. an answer from client or somebody) the > owner of this ticket should not be changed (because the owner will resolve > it after his absence) > > on open tickets the ?on correspond, open inactive tickets? isn?t > triggered, so the status doesn?t change, and my scrip doesn?t run > > > > Now over to the resolved and stalled tickets: when there is any > transaction on these tickets, user should be set to ?nobody? to inform the > other colleagues about this tickets. > > On the transaction, firstly the ?on correspond, open inactive tickets? is > triggered and changes the state from stalled or resolved to ?open? > > Now my scrip triggers this status change and changes the user to ?nobody?. > > > > I hope you can see my idea more clear now. > > > > best regards > > Bernhard > > > > > > *Von:* Alex Peters [mailto:alex at peters.net] > *Gesendet:* Donnerstag, 24. Juli 2014 16:11 > *An:* Eierschmalz, Bernhard > *Cc:* rt-users at lists.bestpractical.com > *Betreff:* Re: [rt-users] absence planning > > > > There might be API inconsistency across RT versions. What version of RT > are you using? Also, are you receiving any errors in RT's logs when that > code runs? > > > > If I understand you correctly, the "on correspond, open inactive tickets" > scrip is interfering with your ability to test whether an absent owner's > ticket was previously marked as stalled or resolved rather than open. If > you move your scrip to execute before the scrip that opens inactive tickets > on correspond, the interference should no longer occur. > > > > On 24 July 2014 23:56, Eierschmalz, Bernhard < > Bernhard.Eierschmalz at scheppach.com> wrote: > > So now I try: > > *return 1 if $self->TicketObj->FirstCustomFieldValue('absent') eq "yes";* > > > > But it still doesn?t work. What is wrong? > > > > I don't understand why you are testing for a ticket status change. > Wouldn't you want the scrip to run only when correspondence occurs? > > A user usually changes all his tickets to ?stalled? or ?resolved? when > he?s absent. When the user leaves tickets on ?open? during his absence that > means, nobody else can finish this ticket, only he can do it (e.g. on > larger projects) > > So when one of the stalled or resolved tickets receive an answer, the > status is changed and with my scrip the user will be nobody. > > > > > > Best regards, > > > > Bernhard > > > > *Von:* Alex Peters [mailto:alex at peters.net] > *Gesendet:* Donnerstag, 24. Juli 2014 15:33 > *An:* Eierschmalz, Bernhard > *Cc:* rt-users at lists.bestpractical.com > *Betreff:* Re: [rt-users] absence planning > > > > You can probably use: > > > > $self->TicketObj->OwnerObj->FirstCustomFieldValue('absent') > > > > to access the value of the owner's "absent" custom field. > > > > I don't understand why you are testing for a ticket status change. > Wouldn't you want the scrip to run only when correspondence occurs? > > > > On 24 July 2014 23:14, Eierschmalz, Bernhard < > Bernhard.Eierschmalz at scheppach.com> wrote: > > Hello, > > > > I want to build some absence planning into our RT to avoid that absent > users receive messages and nobody sees this message. What I?m planning is > the following: > > > > 1. Creating a user?s custom field ?absent? which is yes or no > > 2. When a user is absence, this user changes this field to yes, when > he?s back he changes back to no > > 3. When the status of one ticket with absent owner (where custom > field value is ?yes?) changes, the owner show be set to nobody (so the > other colleagues can find the ticket > > > > > > so I planned to set up this with a Scrip. > > Scrip Action is easy. It?s > > *$self->TicketObj->SetOwner ( $RT::Nobody->id );* > > *Return 1;* > > > > > > > > What I?m having problems with is Scrip Condition. > > > > For the first step, I tried to run the scrip on any update, so I only have > to check whether the absent-CF is yes or no > > I tried the following line: > > *return 1 if > $self->TicketObj->Owner->Customfields->CustomFieldValue(?absent?) eq ?yes?;* > > > > but this isn?t working. What is wrong? > > > > > > A second step will be to check, what exactly was changed (and only run if > status was changed). > > I think I can do this with > > *return 0 unless $self->TransactionObj->Type eq ?Status? * > > > > in front of the other code; am I right? > > > > > > > > Best regards, > > > > Bernhard, > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > > > > > > > > > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron.mccarthy at southwestern.ie Fri Aug 1 03:55:58 2014 From: aaron.mccarthy at southwestern.ie (AJ) Date: Fri, 1 Aug 2014 00:55:58 -0700 (PDT) Subject: [rt-users] Add Time difference in search result In-Reply-To: References: <1406734180754-58100.post@n7.nabble.com> <1406789633189-58112.post@n7.nabble.com> <1406814056843-58121.post@n7.nabble.com> <1406815942061-58123.post@n7.nabble.com> <1406821461480-58130.post@n7.nabble.com> Message-ID: <1406879758140-58141.post@n7.nabble.com> Hi Alex, The location path is /html/Callbacks/MyRT/Elements/RT__Ticket/ColumnMap/Once In the "Once" file I have contains this: <%init> $COLUMN_MAP->{DifferenceReopenedTime} = { title => 'Reopened', # loc attribute => 'Reopened', value => sub { return 'THIS WORKS'; } }; <%args> $COLUMN_MAP -- View this message in context: http://requesttracker.8502.n7.nabble.com/Add-Time-difference-in-search-result-tp58100p58141.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alex at peters.net Fri Aug 1 04:07:46 2014 From: alex at peters.net (Alex Peters) Date: Fri, 1 Aug 2014 18:07:46 +1000 Subject: [rt-users] Add Time difference in search result In-Reply-To: <1406879758140-58141.post@n7.nabble.com> References: <1406734180754-58100.post@n7.nabble.com> <1406789633189-58112.post@n7.nabble.com> <1406814056843-58121.post@n7.nabble.com> <1406815942061-58123.post@n7.nabble.com> <1406821461480-58130.post@n7.nabble.com> <1406879758140-58141.post@n7.nabble.com> Message-ID: I believe that you need to use "Reopened" in your search and the BuildFormatString/Default callback, not "DifferenceReopenedTime" as you currently have. # $RT_ROOT/local/html/Callbacks/MyRT/Search/Elements/BuildFormatString/Default <%INIT> push @{$Fields}, 'Reopened'; <%ARGS> $Fields => undef On 1 August 2014 17:55, AJ wrote: > Hi Alex, > > The location path is > /html/Callbacks/MyRT/Elements/RT__Ticket/ColumnMap/Once > > In the "Once" file I have contains this: > > <%init> > $COLUMN_MAP->{DifferenceReopenedTime} = { > title => 'Reopened', # loc > attribute => 'Reopened', > value => sub { > return 'THIS WORKS'; > } > }; > > <%args> > $COLUMN_MAP > > > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Add-Time-difference-in-search-result-tp58100p58141.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron.mccarthy at southwestern.ie Fri Aug 1 05:27:29 2014 From: aaron.mccarthy at southwestern.ie (AJ) Date: Fri, 1 Aug 2014 02:27:29 -0700 (PDT) Subject: [rt-users] Add Time difference in search result In-Reply-To: References: <1406789633189-58112.post@n7.nabble.com> <1406814056843-58121.post@n7.nabble.com> <1406815942061-58123.post@n7.nabble.com> <1406821461480-58130.post@n7.nabble.com> <1406879758140-58141.post@n7.nabble.com> Message-ID: <1406885249638-58143.post@n7.nabble.com> Hi Alex, I made that change, restarted apache and cleared the cache on my browser but still nothing after several attempts. Its like its not calling my column map or something. The name of the field stayed as "Difference Reopened Time" in my search. I thought that it should have changed to "Reopened". I tried looking for a field called reopen however, there was none. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Add-Time-difference-in-search-result-tp58100p58143.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alex at peters.net Fri Aug 1 05:34:52 2014 From: alex at peters.net (Alex Peters) Date: Fri, 1 Aug 2014 19:34:52 +1000 Subject: [rt-users] Add Time difference in search result In-Reply-To: <1406885249638-58143.post@n7.nabble.com> References: <1406789633189-58112.post@n7.nabble.com> <1406814056843-58121.post@n7.nabble.com> <1406815942061-58123.post@n7.nabble.com> <1406821461480-58130.post@n7.nabble.com> <1406879758140-58141.post@n7.nabble.com> <1406885249638-58143.post@n7.nabble.com> Message-ID: Be sure to clear the server-based Mason cache before restarting the web server: http://requesttracker.wikia.com/wiki/CleanMasonCache as your changes to those files otherwise won't be visible to RT. On 1 August 2014 19:27, AJ wrote: > Hi Alex, > > I made that change, restarted apache and cleared the cache on my browser > but > still nothing after several attempts. Its like its not calling my column > map > or something. > > The name of the field stayed as "Difference Reopened Time" in my search. I > thought that it should have changed to "Reopened". I tried looking for a > field called reopen however, there was none. > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Add-Time-difference-in-search-result-tp58100p58143.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron.mccarthy at southwestern.ie Fri Aug 1 05:58:43 2014 From: aaron.mccarthy at southwestern.ie (AJ) Date: Fri, 1 Aug 2014 02:58:43 -0700 (PDT) Subject: [rt-users] Add Time difference in search result In-Reply-To: References: <1406814056843-58121.post@n7.nabble.com> <1406815942061-58123.post@n7.nabble.com> <1406821461480-58130.post@n7.nabble.com> <1406879758140-58141.post@n7.nabble.com> <1406885249638-58143.post@n7.nabble.com> Message-ID: <1406887123205-58145.post@n7.nabble.com> I cleared the mason cache, and sure enough 'This works' was displaying. So I re entered the code you gave me and cleared the mason cache again. However, 'This works' is still displaying. So would the problem be with the code? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Add-Time-difference-in-search-result-tp58100p58145.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alex at peters.net Fri Aug 1 06:10:33 2014 From: alex at peters.net (Alex Peters) Date: Fri, 1 Aug 2014 20:10:33 +1000 Subject: [rt-users] Add Time difference in search result In-Reply-To: <1406887123205-58145.post@n7.nabble.com> References: <1406814056843-58121.post@n7.nabble.com> <1406815942061-58123.post@n7.nabble.com> <1406821461480-58130.post@n7.nabble.com> <1406879758140-58141.post@n7.nabble.com> <1406885249638-58143.post@n7.nabble.com> <1406887123205-58145.post@n7.nabble.com> Message-ID: I suspect that maybe you haven't restarted the web server after clearing the Mason cache. Give that a shot; if no luck, errors should be making their way to the log. On 1 August 2014 19:58, AJ wrote: > I cleared the mason cache, and sure enough 'This works' was displaying. So > I > re entered the code you gave me and cleared the mason cache again. However, > 'This works' is still displaying. So would the problem be with the code? > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Add-Time-difference-in-search-result-tp58100p58145.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron.mccarthy at southwestern.ie Fri Aug 1 06:25:35 2014 From: aaron.mccarthy at southwestern.ie (AJ) Date: Fri, 1 Aug 2014 03:25:35 -0700 (PDT) Subject: [rt-users] Add Time difference in search result In-Reply-To: References: <1406815942061-58123.post@n7.nabble.com> <1406821461480-58130.post@n7.nabble.com> <1406879758140-58141.post@n7.nabble.com> <1406885249638-58143.post@n7.nabble.com> <1406887123205-58145.post@n7.nabble.com> Message-ID: <1406888735515-58147.post@n7.nabble.com> IT WORKS!!! You were exactly right in regards to restarting apache. Thanks for everything Alex. Life saver. Aaron -- View this message in context: http://requesttracker.8502.n7.nabble.com/Add-Time-difference-in-search-result-tp58100p58147.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From msienema at unet.nl Fri Aug 1 10:07:02 2014 From: msienema at unet.nl (Maurice Sienema) Date: Fri, 1 Aug 2014 16:07:02 +0200 Subject: [rt-users] segmentation fault with ExternalAuth In-Reply-To: <53DA60DE.6090802@bestpractical.com> References: <53DA60DE.6090802@bestpractical.com> Message-ID: > Previously when we've seen segfaults, they've been due to openssl being > linked into two different parts of the system, and not interacting well > together. I've seen a previous report of this, but have been unable to > replicate. At a guess, is your ExternalAuth connection using ldaps://, > are you using mod_perl, and is your Apache listening on https:// ? > Good guess, all three are true > The short-term fix is to switch to fastcgi, from mod_perl. > Done, this fixed the problem, thanks you ! Gr, Maurice -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists.bestpractical.com at hydrostarr.com Fri Aug 1 10:27:58 2014 From: lists.bestpractical.com at hydrostarr.com (hydrostarr) Date: Fri, 01 Aug 2014 09:27:58 -0500 Subject: [rt-users] RT 4.2.x + Ubuntu 14.04: package backport? native install? etc Message-ID: <53DBA3EE.8090909@hydrostarr.com> I want to run RT 4.2.x on Ubuntu 14.04 (trusty). Ubuntu utopic, which is not yet released, includes RT 4.2.4 . I don't see any backports to 14.04 (trusty), which runs 4.0.19: http://packages.ubuntu.com/trusty/request-tracker4 Questions: 1. Does 14.04/trusty's dpkg (ie, pre-packaged) install of 4.0.19 offer me benefits towards an install of 4.2.x? Possibly as an upgrade path? (eg: trusty's apt-get install of RT 4.0.19 installs a -long- list of package dependencies. I'm wondering if this will save me a bunch of work over #3, below?) 2. Are there any trust backports of RT 4.2.x available for me to download? 3. Should I just skip all of the above and install from the 4.2.6 source/tarball? 4. Can some combination of #1 and #3 (getting #1 to handle all the dependencies, #3 to install the actual core binaries/etc) possibly help me? I have a relatively-seasoned team to sysadmin the install for #3 and maybe #4, but I'm trying to leverage the "Ubuntu package/dependency" magic for #1 or #2, if I can. I'm seeking comments from RT server admins with experience on Ubuntu or Debian, preferably on Ubuntu 14.04/trusty. Thanks for any help. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Fri Aug 1 11:17:06 2014 From: bbaker at copesan.com (Bryon Baker) Date: Fri, 1 Aug 2014 15:17:06 +0000 Subject: [rt-users] Can't Parse Message-ID: <2fc9692147c141fcb2d5063776ba0e2b@BLUPR05MB788.namprd05.prod.outlook.com> I am running Rt 4.2.3 All seems to be working just fine. I am now trying to track down errors in the log files. Below are a couple that I have not found an answer for hoping someone can give me some guidance. [18967] [Fri Aug 1 12:40:09 2014] [error]: Unable to parse an email address from ClientService at Copesan.com : ClientService at Copesan.com is not a valid email address (/opt/rt4/sbin/../lib/RT/EmailParser.pm:540) [18967] [Fri Aug 1 12:40:09 2014] [error]: Unable to parse an email address from nwcommercial at nwext.net : nwcommercial at nwext.net is not a valid email address (/opt/rt4/sbin/../lib/RT/EmailParser.pm:540) They look like valid addresses to me. 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" -------------- next part -------------- An HTML attachment was scrubbed... URL: From shakedkoffee at gmail.com Fri Aug 1 11:19:38 2014 From: shakedkoffee at gmail.com (shkdd) Date: Fri, 1 Aug 2014 08:19:38 -0700 (PDT) Subject: [rt-users] Separate authentication when granting approval Message-ID: <1406906378004-58151.post@n7.nabble.com> Dear all, I'm doing a feasibility study for the RT platform. We have a specific request for our environment: during the approval workflow, when for example an Application manager receives a request for approval, would it be possible for RT to request a login form, in order to make a secondary verification of user's identity? In other words, a user can login to the RT platform via SSO, but when prompted for the approval, can the system be configured to ask for credentials at that point for the audit trace? Thank you Luka -- View this message in context: http://requesttracker.8502.n7.nabble.com/Separate-authentication-when-granting-approval-tp58151.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alex at peters.net Fri Aug 1 11:30:24 2014 From: alex at peters.net (Alex Peters) Date: Sat, 2 Aug 2014 01:30:24 +1000 Subject: [rt-users] Can't Parse In-Reply-To: <2fc9692147c141fcb2d5063776ba0e2b@BLUPR05MB788.namprd05.prod.outlook.com> References: <2fc9692147c141fcb2d5063776ba0e2b@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: I suspect that the lack of space before the first angled bracket is causing the issue in both cases. What is generating those? On 2 August 2014 01:17, Bryon Baker wrote: > I am running Rt 4.2.3 All seems to be working just fine. I am now > trying to track down errors in the log files. > > > > Below are a couple that I have not found an answer for hoping someone can > give me some guidance. > > > > > > [18967] [Fri Aug 1 12:40:09 2014] [error]: Unable to parse an email > address from ClientService at Copesan.com > > : ClientService at Copesan.com > > is not a valid email address (/opt/rt4/sbin/../lib/RT/EmailParser.pm:540) > > > > [18967] [Fri Aug 1 12:40:09 2014] [error]: Unable to parse an email > address from nwcommercial at nwext.net > > : nwcommercial at nwext.net > > is not a valid email address (/opt/rt4/sbin/../lib/RT/EmailParser.pm:540) > > > > They look like valid addresses to me. > > > > 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 - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Fri Aug 1 11:37:02 2014 From: bbaker at copesan.com (Bryon Baker) Date: Fri, 1 Aug 2014 15:37:02 +0000 Subject: [rt-users] Can't Parse In-Reply-To: References: <2fc9692147c141fcb2d5063776ba0e2b@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: <407961c981af40a79d75be0e9126bf74@BLUPR05MB788.namprd05.prod.outlook.com> This is showing up in the RT.log file. The only application I have logging to this file is RT so I assume RT is logging this error message. 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: Alex Peters [mailto:alex at peters.net] Sent: Friday, August 01, 2014 10:30 AM To: Bryon Baker Cc: RT Users (rt-users at lists.bestpractical.com) Subject: Re: [rt-users] Can't Parse I suspect that the lack of space before the first angled bracket is causing the issue in both cases. What is generating those? On 2 August 2014 01:17, Bryon Baker > wrote: I am running Rt 4.2.3 All seems to be working just fine. I am now trying to track down errors in the log files. Below are a couple that I have not found an answer for hoping someone can give me some guidance. [18967] [Fri Aug 1 12:40:09 2014] [error]: Unable to parse an email address from ClientService at Copesan.com> : ClientService at Copesan.com> is not a valid email address (/opt/rt4/sbin/../lib/RT/EmailParser.pm:540) [18967] [Fri Aug 1 12:40:09 2014] [error]: Unable to parse an email address from nwcommercial at nwext.net> : nwcommercial at nwext.net> is not a valid email address (/opt/rt4/sbin/../lib/RT/EmailParser.pm:540) They look like valid addresses to me. 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 - Boston, September 9-10 http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From training at bestpractical.com Fri Aug 1 07:59:40 2014 From: training at bestpractical.com (Talena Gandy) Date: Fri, 1 Aug 2014 07:59:40 -0400 Subject: [rt-users] [rt-announce] Boston Request Tracker training is happening soon! Message-ID: <070B4AA2-81E9-4368-BEF4-8C3FBBC6FF96@bestpractical.com> There are still spots left in our Boston training, taking place September 9-10! This training will introduce you to the new features in Request Tracker 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. Your registration fee of $1,495 includes class materials, continental breakfast, and snacks both days. You can register by visiting shop.bestpractical.com or emailing us at Training at bestpractical.com. If you are from an educational institution or want to send more than 3 people, please drop us a note at Training at bestpractical.com as you are eligible for a discount. Hope to see you there! -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From bbaker at copesan.com Fri Aug 1 11:51:57 2014 From: bbaker at copesan.com (Bryon Baker) Date: Fri, 1 Aug 2014 15:51:57 +0000 Subject: [rt-users] Tracking Errors Message-ID: <1e98b7a3fd10400b8899f38886aa82ae@BLUPR05MB788.namprd05.prod.outlook.com> Hello all I am trying to figure out why I get this message. [18940] [Thu Jul 31 21:39:10 2014] [error]: Scrip #94 is not applied to queue #14 (/opt/rt4/sbin/../lib/RT/Scrip.pm:548) In this case I do not want the script applied to that queue. So why am I getting and error? Also it looks like I get this for every scrip I have created and all for the same queue. 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" -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Fri Aug 1 11:58:27 2014 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Fri, 1 Aug 2014 15:58:27 +0000 Subject: [rt-users] Unprivileged users - Edit ticket/Sign up as CC In-Reply-To: References: Message-ID: <0CE56AE307C0BC4B950BF05F3759DF4314F0624D@MailStore2010.ogp.qvii.com> Those permissions are in place. I have a test user in "End Users" (my own group) and is Unprivileged. I can create a ticket with this user but when I go to look at the ticket I can only view it. Did I overlook a permission possibly? On Thu, Jul 31, 2014 at 06:10:11PM +0000, Cena, Stephen (ext. 300) wrote: > I've come across is editing the tickets. I've got explict permissions > on the Requestor of the ticket (ex: Requestor can make changes to the > ticket), but it looks like Unprivileged is overriding it. I'd like the > users to be able to sign up as CC on tickets as well, but that is > missing too. Is this how Unprivileged works, or did I miss a permission setting? Thanks! Rights in RT are additive. If Requestor has ModifyTicket, then the user being Unprivileged will not change that as long as they are *actually* listed as the Requestor (not just the Creator). You need to grant Watch for users to add themselves as Cc, but keep in mind that they may also add themselves as a Requestor which will grant them extra rights. -kevin Stephen J. Cena Supervisor/Systems Administrator - MIS/IT Dept Quality Vision International 850 Hudson Ave Rochester,NY 14620 Phone: 585-544-0450 x300 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Please report email problems to: postmaster at qvii.com QVII MIS/IT Dept - We do what we must because we can. "Thank you for helping us help you help us all." * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * From alex at peters.net Fri Aug 1 11:58:36 2014 From: alex at peters.net (Alex Peters) Date: Sat, 2 Aug 2014 01:58:36 +1000 Subject: [rt-users] Can't Parse In-Reply-To: <407961c981af40a79d75be0e9126bf74@BLUPR05MB788.namprd05.prod.outlook.com> References: <2fc9692147c141fcb2d5063776ba0e2b@BLUPR05MB788.namprd05.prod.outlook.com> <407961c981af40a79d75be0e9126bf74@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: What I meant to ask is, what is generating those email addresses? Is there any indication as to whether they were provided by the web interface or via an incoming email? Is this recurring or just a once-off? On 02/08/2014 1:38 am, "Bryon Baker" wrote: > This is showing up in the RT.log file. The only application I have > logging to this file is RT so I assume RT is logging this error message. > > > > 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:* Alex Peters [mailto:alex at peters.net] > *Sent:* Friday, August 01, 2014 10:30 AM > *To:* Bryon Baker > *Cc:* RT Users (rt-users at lists.bestpractical.com) > *Subject:* Re: [rt-users] Can't Parse > > > > I suspect that the lack of space before the first angled bracket is > causing the issue in both cases. What is generating those? > > > > On 2 August 2014 01:17, Bryon Baker wrote: > > I am running Rt 4.2.3 All seems to be working just fine. I am now trying > to track down errors in the log files. > > > > Below are a couple that I have not found an answer for hoping someone can > give me some guidance. > > > > > > [18967] [Fri Aug 1 12:40:09 2014] [error]: Unable to parse an email > address from ClientService at Copesan.com > > : ClientService at Copesan.com > > is not a valid email address (/opt/rt4/sbin/../lib/RT/EmailParser.pm:540) > > > > [18967] [Fri Aug 1 12:40:09 2014] [error]: Unable to parse an email > address from nwcommercial at nwext.net > > : nwcommercial at nwext.net > > is not a valid email address (/opt/rt4/sbin/../lib/RT/EmailParser.pm:540) > > > > They look like valid addresses to me. > > > > 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 - Boston, September 9-10 > http://bestpractical.com/training > > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Fri Aug 1 12:57:56 2014 From: bbaker at copesan.com (Bryon Baker) Date: Fri, 1 Aug 2014 16:57:56 +0000 Subject: [rt-users] Can't Parse In-Reply-To: References: <2fc9692147c141fcb2d5063776ba0e2b@BLUPR05MB788.namprd05.prod.outlook.com> <407961c981af40a79d75be0e9126bf74@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: <5522c334697942d183a6cf1454e07eb7@BLUPR05MB788.namprd05.prod.outlook.com> These are recurring and they are coming from incoming emails. 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: Alex Peters [mailto:alex at peters.net] Sent: Friday, August 01, 2014 10:59 AM To: Bryon Baker Cc: RT Users (rt-users at lists.bestpractical.com) Subject: Re: [rt-users] Can't Parse What I meant to ask is, what is generating those email addresses? Is there any indication as to whether they were provided by the web interface or via an incoming email? Is this recurring or just a once-off? On 02/08/2014 1:38 am, "Bryon Baker" > wrote: This is showing up in the RT.log file. The only application I have logging to this file is RT so I assume RT is logging this error message. 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: Alex Peters [mailto:alex at peters.net] Sent: Friday, August 01, 2014 10:30 AM To: Bryon Baker Cc: RT Users (rt-users at lists.bestpractical.com) Subject: Re: [rt-users] Can't Parse I suspect that the lack of space before the first angled bracket is causing the issue in both cases. What is generating those? On 2 August 2014 01:17, Bryon Baker > wrote: I am running Rt 4.2.3 All seems to be working just fine. I am now trying to track down errors in the log files. Below are a couple that I have not found an answer for hoping someone can give me some guidance. [18967] [Fri Aug 1 12:40:09 2014] [error]: Unable to parse an email address from ClientService at Copesan.com> : ClientService at Copesan.com> is not a valid email address (/opt/rt4/sbin/../lib/RT/EmailParser.pm:540) [18967] [Fri Aug 1 12:40:09 2014] [error]: Unable to parse an email address from nwcommercial at nwext.net> : nwcommercial at nwext.net> is not a valid email address (/opt/rt4/sbin/../lib/RT/EmailParser.pm:540) They look like valid addresses to me. 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 - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From jfioravanti at primax.us Fri Aug 1 13:28:47 2014 From: jfioravanti at primax.us (Jeff Fioravanti) Date: Fri, 1 Aug 2014 13:28:47 -0400 Subject: [rt-users] Ticket Comment / Reply box greyed out and unable to enter text Message-ID: <00d601cfadae$0d3d9c50$27b8d4f0$@us> Good Day, I have been looking into this, and maybe I am not formulating the query correctly via the others lists I have searched, or through the book I have for reference, but thus far I have turned up nothing regarding a users issue with the comment and reply box when working a ticket. We are on RT 4.08 and we have a user who previously could reply and comment to tickets but now when he selects comment or reply the box is greyed and nothing can be entered. I have searched through his options on his settings, his about me, and elsewhere within settings but nothing seems to indicate how or what has happened to his preferences. I checked and he is still privileged and he seems to have the same settings as others within his group. He is working with RT on IE 10. He thought he lost his ability to edit/comment or reply when he installed the recent windows updates, but that would mean everybody would be having this issue, and thus far it is only him. I would appreciate any input on how to resolve this so this user can once again get back to commenting and replying to tickets within his group. Thanks. Jeff Fioravanti Desktop Support Analyst jfioravanti at primax.us P 781-756-8247 (direct) | Fax 781-246-5609 Primax logo autosignature 516 Edgewater Dr., Wakefield, MA 01880 ? www.primax.us Confidentiality Statement This e-mail and any attachments are for use by the intended recipient only and may contain information that is privileged, confidential or exempt from disclosure under applicable law. If you are not the intended recipient any disclosure, distribution or other use of this content is prohibited. If you received this e-mail in error, please immediately notify the sender and delete -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 1718 bytes Desc: not available URL: From jblaine at kickflop.net Fri Aug 1 15:14:52 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Fri, 01 Aug 2014 15:14:52 -0400 Subject: [rt-users] Coredumps, traceback, etc : 4.2.6 and RT-Authen-ExternalAuth Message-ID: <53DBE72C.1070509@kickflop.net> RHEL 6.5 RT 4.2.6 RT-Authen-ExternalAuth 0.21 with SSL + TLS on. Using RHEL 6.5 packages, one fails the Net-SSLeay "strict" version requirement required by RT-Authen-ExternalAuth. RHEL 6.5 comes with a 9th iteration of Net-SSLeay 1.35 (the package name is perl-Net-SSLeay-1.35-9). Using CPAN to install a more modern one, 1.65, results in httpd dumping core at restart time. *Disabling* all SSL and TLS for $ExternalSettings in RT_SiteConfig.pm results in the following "missing host method" error after apparent success: Aug 1 15:01:38 alms2 RT: [24103] RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: , EmailAddress: jblaine at foo.com, ExternalAuthId: jblaine, Gecos: Blaine,Charles , Name: jblaine, Privileged: , RealName: Blaine,Charles , WorkPhone: 555-555-5555 Aug 1 15:01:38 alms2 RT: [24103] Autocreated external user jblaine ( 22 ) Aug 1 15:01:38 alms2 RT: [24103] RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( Corp_LDAP ): jblaine Aug 1 15:01:39 alms2 RT: [24103] RT::Authen::ExternalAuth::CanonicalizeUserInfo returning EmailAddress: jblaine at foo.com, ExternalAuthId: jblaine, Gecos: Blaine,Charles , Name: jblaine, RealName: Blaine,Charles , WorkPhone: 555-555-5555 Aug 1 15:01:39 alms2 RT: [24103] Successful login for jblaine from xxx.xx.xx.174 Aug 1 15:01:39 alms2 RT: [24103] Can't locate object method "host" via package "URI::_foreign" at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 935.#012#012Stack:#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:935]#012 [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:19]#012 [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Session:1]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:311]#012 [/opt/rt4/share/html/autohandler:53] Any thoughts would very welcome at this point. From davidtg at uw.edu Fri Aug 1 15:20:00 2014 From: davidtg at uw.edu (David T. Grayston) Date: Fri, 1 Aug 2014 19:20:00 +0000 Subject: [rt-users] Dashboard subscriptions duplicated Message-ID: Hi all, I've recently updated from 4.0.7 -> 4.0.19 (Ubuntu 14.0.4) and all of our folks are getting duplicate emails of the dashboards they have subscribed to. The mail.log shows the double emails going out at the same time. Perhaps a side question is I can't find where I could manage subscriptions for each user or for a dashboard? For some tbshooting I ran "sudo /usr/sbin/rt-email-dashboards --dryrun -all" and it only lists one subscription in each case. Also the Crontab looks like, 0 0 * * * /usr/sbin/rt-email-digest -m daily 0 0 * * 0 /usr/sbin/rt-email-digest -m weekly 10 * * * * /usr/sbin/rt-email-dashboards 0 0 * * 0 /usr/sbin/rt-clean-sessions Any help appreciated, David ------------------------------------------------------------------ David T. Grayston Systems & Database Administrator, Application Development University of Washington School of Public Health Office of the Dean -------------- next part -------------- An HTML attachment was scrubbed... URL: From allen.joslin at gmail.com Fri Aug 1 17:16:12 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Fri, 1 Aug 2014 17:16:12 -0400 Subject: [rt-users] rt-serializer errors, followed by ft-importer errors Message-ID: <8DA16D80-7C39-4EAF-8667-33BB7737884A@gmail.com> I have an RT 4.2.5 w/Assets 1.01 over mysql Ver 14.14 on Ubuntu 14.04 as my first RT I have brought up RT 4.2.6 w/Assets 1.01 over mariadb Ver 15.1 on CentOS 6.5 As maria is a drop-in replacement for mysql I didn't use the --clone option (anyway I don't want any of the 3K practice tickets) The serializer gave me these errors -- totally impenetrable to me... --------- root at rt4:/home/ajoslin# /opt/rt4/sbin/rt-serializer --no-tickets --scrip --quiet --force --directory 2014-08-01 Logging warnings and errors to 2014-08-01/serializer.log [2236] [Fri Aug 1 20:16:21 2014] [critical]: Can't locate object method "Id" via package "No object mapping for field" (perhaps you forgot to load "No object mapping for field"?) at /opt/rt4/sbin/../lib/RT/Scrip.pm line 1100. (/opt/rt4/sbin/../lib/RT.pm:393) Trace begun at /opt/rt4/sbin/../lib/RT.pm line 297 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x454c468)', 'Can\'t locate object method "Id" via package "No object mapping for field" (perhaps you forgot to load "No object mapping for field"?) at /opt/rt4/sbin/../lib/RT/Scrip.pm line 1100.^J') called at /opt/rt4/sbin/../lib/RT.pm line 393 RT::__ANON__('Can\'t locate object method "Id" via package "No object mapping for field" (perhaps you forgot to load "No object mapping for field"?) at /opt/rt4/sbin/../lib/RT/Scrip.pm line 1100.^J') called at /opt/rt4/sbin/../lib/RT/Scrip.pm line 1100 RT::Scrip::FindDependencies('RT::Scrip=HASH(0x7cf8ba8)', 'RT::Migrate::Serializer::File=HASH(0x7c64160)', 'RT::DependencyWalker::FindDependencies=HASH(0x7ceba38)') called at /opt/rt4/sbin/../lib/RT/DependencyWalker.pm line 222 RT::DependencyWalker::Process('RT::Migrate::Serializer::File=HASH(0x7c64160)', 'object', 'RT::Scrips=HASH(0x7c6ba70)', 'object', 'RT::Scrip=HASH(0x7cf8ba8)') called at /opt/rt4/sbin/../lib/RT/Migrate/Serializer.pm line 372 RT::Migrate::Serializer::Process('RT::Migrate::Serializer::File=HASH(0x7c64160)', 'object', 'RT::Scrips=HASH(0x7c6ba70)', 'object', 'RT::Scrip=HASH(0x7cf8ba8)') called at /opt/rt4/sbin/../lib/RT/DependencyWalker.pm line 135 RT::DependencyWalker::Walk('RT::Migrate::Serializer::File=HASH(0x7c64160)') called at /opt/rt4/sbin/../lib/RT/Migrate/Serializer/File.pm line 106 RT::Migrate::Serializer::File::Export('RT::Migrate::Serializer::File=HASH(0x7c64160)') called at /opt/rt4/sbin/rt-serializer line 165 Can't locate object method "Id" via package "No object mapping for field" (perhaps you forgot to load "No object mapping for field"?) at /opt/rt4/sbin/../lib/RT/Scrip.pm line 1100. --------- when I run it without --scrip there are no errors, but it's odd that the scrip (appended to this message) runs just fine... There are no assets, and there seems to be no serializer/importer for Assets -- is one in the works? So then I run the importer and it craps out --------- sudo /opt/rt4/sbin/rt-importer 2014-08-01 [1266] [Fri Aug 1 21:05:22 2014] [warning]: Can't call method "URI" on an undefined value at /opt/rt4/sbin/../lib/RT/Transaction.pm line 1969. (/opt/rt4/sbin/../lib/RT/Migrate/Importer/File.pm:97) Importer state has been written to the file: 2014-08-01/partial-import It may be possible to resume the import by re-running rt-importer. --------- The importer state is not human readable [to me] What should I be trying to do next ? thanks al; my one and only scrip (so far :) custom condition: --------- # only attempt this Scrip if it's a comment or correspond if ( ($self->TransactionObj()->Type() == "Comment") or ($self->TransactionObj()->Type() == "Correspond") ) { # only execute this action on Help Desk queues return 1 if ($self->TicketObj->QueueObj->Name() =~ /Help Desk/); } return 0; --------- custom action prep: --------- return 1; --------- custom action commit: --------- # calculation result my $job_cost = 0.00; # loop the recorded transactions my $allTrans = $self->TicketObj()->Transactions(); while( my $eachTrans = $allTrans->Next() ) { # get the entered cost for this transaction & reduce it to the 1st floating point value in the field my $eachCost = $eachTrans-> CustomFieldValuesAsString('Billing'); if (-1 != index($eachCost,",")) { $eachCost = substr($eachCost,0,index($eachCost,",")); } if (-1 != index($eachCost,"\$")) { $eachCost =~ tr/$//d; } # if there was any time taken then $eachCost is a per-hour value my $timeTaken = $eachTrans->TimeTaken(); if ($timeTaken and $eachCost) { $eachCost = $timeTaken * ($eachCost /60); } # if we found anything then add it if ($eachCost) { $job_cost += $eachCost; } } # make a nice display string $job_cost = sprintf( "\$%.2f", $job_cost ); # write out the tally my $jobCostCF = new RT::CustomField($self->CurrentUser()); $jobCostCF->LoadByName( Name => 'JobCost', LookupType => RT::Ticket->CustomFieldLookupType); $self->TicketObj()->AddCustomFieldValue( Field => $jobCostCF, Value => $job_cost ); return 1; --------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From Chris.Schafer at EWEB.ORG Fri Aug 1 17:43:01 2014 From: Chris.Schafer at EWEB.ORG (SCHAFER Chris) Date: Fri, 1 Aug 2014 14:43:01 -0700 Subject: [rt-users] Admin Drop Down doesn't show for admin AD user or group. Message-ID: So we have the following Apache enable for authentication with Kerberos. Ldap active directory importing data A AD user and group that have been given all privs. But They still don't have the admin menu. So to make any changes I have to stop apache, run stand alone, and logon as root. I have checked all the global privs check boxes for both the user and the group. Neither seems to propagate the permissions. Running latest RT. On RHEL 6 latest. Thoughts? This is auth/AD setup is killing me. This should be simpler. -------------- next part -------------- An HTML attachment was scrubbed... URL: From allen.joslin at gmail.com Fri Aug 1 18:15:44 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Fri, 1 Aug 2014 18:15:44 -0400 Subject: [rt-users] rt-serializer errors, followed by ft-importer errors In-Reply-To: <8DA16D80-7C39-4EAF-8667-33BB7737884A@gmail.com> References: <8DA16D80-7C39-4EAF-8667-33BB7737884A@gmail.com> Message-ID: <41114AE4-135C-4D96-80E8-5E0D7352DA3A@gmail.com> Damn -- it's the Assets !! You seem to get a bad export if you've Assets enabled in your RT_SiteConfig.pm I commented out the Assets extension in the Site config and ran the serialize Then I was able to run the import (even with Assets enabled) So I only have to copy my Asset structures manually a PITA but do-able al; On Aug 1, 2014, at 5:16 PM, Al Joslin wrote: > I have an RT 4.2.5 w/Assets 1.01 over mysql Ver 14.14 on Ubuntu 14.04 as my first RT > > I have brought up RT 4.2.6 w/Assets 1.01 over mariadb Ver 15.1 on CentOS 6.5 > > As maria is a drop-in replacement for mysql I didn't use the --clone option (anyway I don't want any of the 3K practice tickets) > > The serializer gave me these errors -- totally impenetrable to me... > > --------- > root at rt4:/home/ajoslin# /opt/rt4/sbin/rt-serializer --no-tickets --scrip --quiet --force --directory 2014-08-01 > Logging warnings and errors to 2014-08-01/serializer.log > [2236] [Fri Aug 1 20:16:21 2014] [critical]: Can't locate object method "Id" via package "No object mapping for field" (perhaps you forgot to load "No object mapping for field"?) at /opt/rt4/sbin/../lib/RT/Scrip.pm line 1100. (/opt/rt4/sbin/../lib/RT.pm:393) > Trace begun at /opt/rt4/sbin/../lib/RT.pm line 297 > Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x454c468)', 'Can\'t locate object method "Id" via package "No object mapping for field" (perhaps you forgot to load "No object mapping for field"?) at /opt/rt4/sbin/../lib/RT/Scrip.pm line 1100.^J') called at /opt/rt4/sbin/../lib/RT.pm line 393 > RT::__ANON__('Can\'t locate object method "Id" via package "No object mapping for field" (perhaps you forgot to load "No object mapping for field"?) at /opt/rt4/sbin/../lib/RT/Scrip.pm line 1100.^J') called at /opt/rt4/sbin/../lib/RT/Scrip.pm line 1100 > RT::Scrip::FindDependencies('RT::Scrip=HASH(0x7cf8ba8)', 'RT::Migrate::Serializer::File=HASH(0x7c64160)', 'RT::DependencyWalker::FindDependencies=HASH(0x7ceba38)') called at /opt/rt4/sbin/../lib/RT/DependencyWalker.pm line 222 > RT::DependencyWalker::Process('RT::Migrate::Serializer::File=HASH(0x7c64160)', 'object', 'RT::Scrips=HASH(0x7c6ba70)', 'object', 'RT::Scrip=HASH(0x7cf8ba8)') called at /opt/rt4/sbin/../lib/RT/Migrate/Serializer.pm line 372 > RT::Migrate::Serializer::Process('RT::Migrate::Serializer::File=HASH(0x7c64160)', 'object', 'RT::Scrips=HASH(0x7c6ba70)', 'object', 'RT::Scrip=HASH(0x7cf8ba8)') called at /opt/rt4/sbin/../lib/RT/DependencyWalker.pm line 135 > RT::DependencyWalker::Walk('RT::Migrate::Serializer::File=HASH(0x7c64160)') called at /opt/rt4/sbin/../lib/RT/Migrate/Serializer/File.pm line 106 > RT::Migrate::Serializer::File::Export('RT::Migrate::Serializer::File=HASH(0x7c64160)') called at /opt/rt4/sbin/rt-serializer line 165 > Can't locate object method "Id" via package "No object mapping for field" (perhaps you forgot to load "No object mapping for field"?) at /opt/rt4/sbin/../lib/RT/Scrip.pm line 1100. > --------- > > when I run it without --scrip there are no errors, but it's odd that the scrip (appended to this message) runs just fine... > > There are no assets, and there seems to be no serializer/importer for Assets -- is one in the works? > > > > > So then I run the importer and it craps out > > --------- > sudo /opt/rt4/sbin/rt-importer 2014-08-01 > [1266] [Fri Aug 1 21:05:22 2014] [warning]: > Can't call method "URI" on an undefined value at /opt/rt4/sbin/../lib/RT/Transaction.pm line 1969. (/opt/rt4/sbin/../lib/RT/Migrate/Importer/File.pm:97) > > Importer state has been written to the file: > 2014-08-01/partial-import > > > It may be possible to resume the import by re-running rt-importer. > --------- > > The importer state is not human readable [to me] > > > > What should I be trying to do next ? > thanks > al; > > > > > > my one and only scrip (so far :) > > custom condition: > --------- > # only attempt this Scrip if it's a comment or correspond > if ( ($self->TransactionObj()->Type() == "Comment") > or ($self->TransactionObj()->Type() == "Correspond") ) { > > # only execute this action on Help Desk queues > return 1 if ($self->TicketObj->QueueObj->Name() =~ /Help Desk/); > > } > > return 0; > --------- > > > > custom action prep: > --------- > return 1; > --------- > > > > custom action commit: > --------- > # calculation result > my $job_cost = 0.00; > > # loop the recorded transactions > my $allTrans = $self->TicketObj()->Transactions(); > while( my $eachTrans = $allTrans->Next() ) { > > # get the entered cost for this transaction & reduce it to the 1st floating point value in the field > my $eachCost = $eachTrans-> CustomFieldValuesAsString('Billing'); > if (-1 != index($eachCost,",")) { $eachCost = substr($eachCost,0,index($eachCost,",")); } > if (-1 != index($eachCost,"\$")) { $eachCost =~ tr/$//d; } > > # if there was any time taken then $eachCost is a per-hour value > my $timeTaken = $eachTrans->TimeTaken(); > if ($timeTaken and $eachCost) { $eachCost = $timeTaken * ($eachCost /60); } > > # if we found anything then add it > if ($eachCost) { $job_cost += $eachCost; } > } > > # make a nice display string > $job_cost = sprintf( "\$%.2f", $job_cost ); > > # write out the tally > my $jobCostCF = new RT::CustomField($self->CurrentUser()); > $jobCostCF->LoadByName( Name => 'JobCost', LookupType => RT::Ticket->CustomFieldLookupType); > $self->TicketObj()->AddCustomFieldValue( Field => $jobCostCF, Value => $job_cost ); > > return 1; > --------- > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From allen.joslin at gmail.com Fri Aug 1 18:50:06 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Fri, 1 Aug 2014 18:50:06 -0400 Subject: [rt-users] rt-serializer errors, followed by ft-importer errors In-Reply-To: <41114AE4-135C-4D96-80E8-5E0D7352DA3A@gmail.com> References: <8DA16D80-7C39-4EAF-8667-33BB7737884A@gmail.com> <41114AE4-135C-4D96-80E8-5E0D7352DA3A@gmail.com> Message-ID: <9EDEA6C6-F4EC-4F52-8DD1-AE1DF1DA4A6B@gmail.com> Eh, it's something else also... I had reverted to earlier images of the source & destination That had shown the error when Assets were enabled and then no error when Assets were disabled But now back on the current images - I still get an error on import [1249] [Fri Aug 1 22:49:40 2014] [warning]: Can't call method "URI" on an undefined value at /opt/rt4/sbin/../lib/RT/Transaction.pm line 1969. (/opt/rt4/sbin/../lib/RT/Migrate/Importer/File.pm:97) Crap ! On Aug 1, 2014, at 6:15 PM, Al Joslin wrote: > Damn -- it's the Assets !! > > You seem to get a bad export if you've Assets enabled in your RT_SiteConfig.pm > > I commented out the Assets extension in the Site config and ran the serialize > > Then I was able to run the import (even with Assets enabled) > > So I only have to copy my Asset structures manually > > a PITA but do-able > > al; > > > > On Aug 1, 2014, at 5:16 PM, Al Joslin wrote: > >> I have an RT 4.2.5 w/Assets 1.01 over mysql Ver 14.14 on Ubuntu 14.04 as my first RT >> >> I have brought up RT 4.2.6 w/Assets 1.01 over mariadb Ver 15.1 on CentOS 6.5 >> >> As maria is a drop-in replacement for mysql I didn't use the --clone option (anyway I don't want any of the 3K practice tickets) >> >> The serializer gave me these errors -- totally impenetrable to me... >> >> --------- >> root at rt4:/home/ajoslin# /opt/rt4/sbin/rt-serializer --no-tickets --scrip --quiet --force --directory 2014-08-01 >> Logging warnings and errors to 2014-08-01/serializer.log >> [2236] [Fri Aug 1 20:16:21 2014] [critical]: Can't locate object method "Id" via package "No object mapping for field" (perhaps you forgot to load "No object mapping for field"?) at /opt/rt4/sbin/../lib/RT/Scrip.pm line 1100. (/opt/rt4/sbin/../lib/RT.pm:393) >> Trace begun at /opt/rt4/sbin/../lib/RT.pm line 297 >> Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x454c468)', 'Can\'t locate object method "Id" via package "No object mapping for field" (perhaps you forgot to load "No object mapping for field"?) at /opt/rt4/sbin/../lib/RT/Scrip.pm line 1100.^J') called at /opt/rt4/sbin/../lib/RT.pm line 393 >> RT::__ANON__('Can\'t locate object method "Id" via package "No object mapping for field" (perhaps you forgot to load "No object mapping for field"?) at /opt/rt4/sbin/../lib/RT/Scrip.pm line 1100.^J') called at /opt/rt4/sbin/../lib/RT/Scrip.pm line 1100 >> RT::Scrip::FindDependencies('RT::Scrip=HASH(0x7cf8ba8)', 'RT::Migrate::Serializer::File=HASH(0x7c64160)', 'RT::DependencyWalker::FindDependencies=HASH(0x7ceba38)') called at /opt/rt4/sbin/../lib/RT/DependencyWalker.pm line 222 >> RT::DependencyWalker::Process('RT::Migrate::Serializer::File=HASH(0x7c64160)', 'object', 'RT::Scrips=HASH(0x7c6ba70)', 'object', 'RT::Scrip=HASH(0x7cf8ba8)') called at /opt/rt4/sbin/../lib/RT/Migrate/Serializer.pm line 372 >> RT::Migrate::Serializer::Process('RT::Migrate::Serializer::File=HASH(0x7c64160)', 'object', 'RT::Scrips=HASH(0x7c6ba70)', 'object', 'RT::Scrip=HASH(0x7cf8ba8)') called at /opt/rt4/sbin/../lib/RT/DependencyWalker.pm line 135 >> RT::DependencyWalker::Walk('RT::Migrate::Serializer::File=HASH(0x7c64160)') called at /opt/rt4/sbin/../lib/RT/Migrate/Serializer/File.pm line 106 >> RT::Migrate::Serializer::File::Export('RT::Migrate::Serializer::File=HASH(0x7c64160)') called at /opt/rt4/sbin/rt-serializer line 165 >> Can't locate object method "Id" via package "No object mapping for field" (perhaps you forgot to load "No object mapping for field"?) at /opt/rt4/sbin/../lib/RT/Scrip.pm line 1100. >> --------- >> >> when I run it without --scrip there are no errors, but it's odd that the scrip (appended to this message) runs just fine... >> >> There are no assets, and there seems to be no serializer/importer for Assets -- is one in the works? >> >> >> >> >> So then I run the importer and it craps out >> >> --------- >> sudo /opt/rt4/sbin/rt-importer 2014-08-01 >> [1266] [Fri Aug 1 21:05:22 2014] [warning]: >> Can't call method "URI" on an undefined value at /opt/rt4/sbin/../lib/RT/Transaction.pm line 1969. (/opt/rt4/sbin/../lib/RT/Migrate/Importer/File.pm:97) >> >> Importer state has been written to the file: >> 2014-08-01/partial-import >> >> >> It may be possible to resume the import by re-running rt-importer. >> --------- >> >> The importer state is not human readable [to me] >> >> >> >> What should I be trying to do next ? >> thanks >> al; >> >> >> >> >> >> my one and only scrip (so far :) >> >> custom condition: >> --------- >> # only attempt this Scrip if it's a comment or correspond >> if ( ($self->TransactionObj()->Type() == "Comment") >> or ($self->TransactionObj()->Type() == "Correspond") ) { >> >> # only execute this action on Help Desk queues >> return 1 if ($self->TicketObj->QueueObj->Name() =~ /Help Desk/); >> >> } >> >> return 0; >> --------- >> >> >> >> custom action prep: >> --------- >> return 1; >> --------- >> >> >> >> custom action commit: >> --------- >> # calculation result >> my $job_cost = 0.00; >> >> # loop the recorded transactions >> my $allTrans = $self->TicketObj()->Transactions(); >> while( my $eachTrans = $allTrans->Next() ) { >> >> # get the entered cost for this transaction & reduce it to the 1st floating point value in the field >> my $eachCost = $eachTrans-> CustomFieldValuesAsString('Billing'); >> if (-1 != index($eachCost,",")) { $eachCost = substr($eachCost,0,index($eachCost,",")); } >> if (-1 != index($eachCost,"\$")) { $eachCost =~ tr/$//d; } >> >> # if there was any time taken then $eachCost is a per-hour value >> my $timeTaken = $eachTrans->TimeTaken(); >> if ($timeTaken and $eachCost) { $eachCost = $timeTaken * ($eachCost /60); } >> >> # if we found anything then add it >> if ($eachCost) { $job_cost += $eachCost; } >> } >> >> # make a nice display string >> $job_cost = sprintf( "\$%.2f", $job_cost ); >> >> # write out the tally >> my $jobCostCF = new RT::CustomField($self->CurrentUser()); >> $jobCostCF->LoadByName( Name => 'JobCost', LookupType => RT::Ticket->CustomFieldLookupType); >> $self->TicketObj()->AddCustomFieldValue( Field => $jobCostCF, Value => $job_cost ); >> >> return 1; >> --------- >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Chris.Schafer at EWEB.ORG Fri Aug 1 19:26:19 2014 From: Chris.Schafer at EWEB.ORG (SCHAFER Chris) Date: Fri, 1 Aug 2014 16:26:19 -0700 Subject: [rt-users] SSO Kerberos means I can't have logins from non Kerberos happy system? Message-ID: Is it correct that if I have any users that need to type their password rather then pass their credentials I can't use AD/Win/Kerberos SSO? I am looking at the two configs for apache method for admin. I suppose I could do two front ends one for NTLM authentication and one for Kerberos. Presuming I could at least get admin accounts to work. I though the hard part of ticketing systems was the work flow configuration. I think I remember RT being really great but I don't think I ever integrated it. Just stand alone db. -------------- next part -------------- An HTML attachment was scrubbed... URL: From allen.joslin at gmail.com Sat Aug 2 08:41:38 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Sat, 2 Aug 2014 08:41:38 -0400 Subject: [rt-users] Need Help Creating Configurations Programatically Message-ID: <77BA8ED3-E149-4B5D-B3A1-B2ACC7B3208F@gmail.com> Since the rt-serializer & rt-importer do not handle Assets I would like to be able to programmatically create my Asset configurations Neither the CustomField nor the ObjectCustomField have Create() methods Where should I start with this? From davidtg at uw.edu Sat Aug 2 13:00:43 2014 From: davidtg at uw.edu (David T. Grayston) Date: Sat, 2 Aug 2014 17:00:43 +0000 Subject: [rt-users] Dashboard subscriptions duplicated In-Reply-To: References: Message-ID: <0966b2428b5040f6bbb55ecef20d8046@DM2PR0801MB569.namprd08.prod.outlook.com> I was able to resolve this issue. Looks like during the upgrades a file with the commands for dashboards and digest emails appeared - /etc/cron.d/request-tracker4 . Since I had the same commands in the sudo crontab we got the duplicates. David ------------------------------------------------ David T. Grayston Systems & Database Administrator, Application Development University of Washington School of Public Health Office of the Dean From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David T. Grayston Sent: Friday, August 01, 2014 12:20 PM To: RT Users (rt-users at lists.bestpractical.com) Subject: [rt-users] Dashboard subscriptions duplicated Hi all, I've recently updated from 4.0.7 -> 4.0.19 (Ubuntu 14.0.4) and all of our folks are getting duplicate emails of the dashboards they have subscribed to. The mail.log shows the double emails going out at the same time. Perhaps a side question is I can't find where I could manage subscriptions for each user or for a dashboard? For some tbshooting I ran "sudo /usr/sbin/rt-email-dashboards --dryrun -all" and it only lists one subscription in each case. Also the Crontab looks like, 0 0 * * * /usr/sbin/rt-email-digest -m daily 0 0 * * 0 /usr/sbin/rt-email-digest -m weekly 10 * * * * /usr/sbin/rt-email-dashboards 0 0 * * 0 /usr/sbin/rt-clean-sessions Any help appreciated, David ------------------------------------------------------------------ David T. Grayston Systems & Database Administrator, Application Development University of Washington School of Public Health Office of the Dean -------------- next part -------------- An HTML attachment was scrubbed... URL: From NFOGGI at depaul.edu Sat Aug 2 20:45:49 2014 From: NFOGGI at depaul.edu (Foggi, Nicola) Date: Sun, 3 Aug 2014 00:45:49 +0000 Subject: [rt-users] Custom Condition To Send Email on Resolve if No Article Sent as Part of Resolve Message-ID: Version : RT-4.0.19 Hey All, Running into a slight problem with a new queue I'm attempting to roll out a new queue that uses some "pre-canned" template responses using Articles from the integrated RTFM system in 4.0.19 now. I've changed the lifecycle to make the open -> resolve a default RESPOND vs COMMENT and that's working. However, I want to send a default template response if the admin forgets to choose an article to respond with. I came up with the following code below for the custom codition. I'm detecting if the ticket has a ReferTo set and then if it doesn't return code 1 to that the scrip executes which sends the template, otherwise, sets it to 0 so it skips the scrip. The problem I'm running into is it appears the run the scrip prior to linking the article to ticket, so it always thinks the admin hasn't attached an article when they actually have. Is there anything I can do to execute the scrip post process of attaching the article (I tried setting it to Transaction Batch). Any ideas would be greatly appreciated. Thanks Nicola [custom condition below] my $RefersToTickets = $self->TicketObj->RefersTo; my $FirstRefersToTicketLink = $RefersToTickets->Next; my $returncode = 0; my $txn = $self->TransactionObj;# my $type = $txn->Type; return 0 unless $type eq "Status" || ( $type eq 'Set' && $txn->Field eq 'Status'); if ($txn->NewValue eq "resolved") { eval {$FirstRefersToTicketLink->TargetURI->URI}; my $results = $@; $RT::Logger->info('219 - ' . $results); if ($results =~ qr{^Can't call method}) { $RT::Logger->info('UNDEFINED'); $returncode = 1; } else { $returncode = 0; }; }; $RT::Logger->info('Return Code: ' . $returncode); return $returncode; From NFOGGI at depaul.edu Sat Aug 2 21:33:34 2014 From: NFOGGI at depaul.edu (Foggi, Nicola) Date: Sun, 3 Aug 2014 01:33:34 +0000 Subject: [rt-users] Custom Condition To Send Email on Resolve if No Article Sent as Part of Resolve In-Reply-To: References: Message-ID: I'm thinking this comment in Ticket.pm might be related to what I'm seeing: # Deal with setting up links # TODO: Adding link may fire scrips on other end and those scrips # could create transactions on this ticket before 'Create' transaction. # # We should implement different lifecycle: record 'Create' transaction, # create links and only then fire create transaction's scrips. # # Ideal variant: add all links without firing scrips, record create # transaction and only then fire scrips on the other ends of links. # # //RUZ Looks like that comment still exists in the 4.2 code? Any ideas on a workaround if this is indeed what I'm running into? Nicola ________________________________________ From: Foggi, Nicola Sent: Saturday, August 02, 2014 7:45 PM To: rt-users at lists.bestpractical.com Subject: Custom Condition To Send Email on Resolve if No Article Sent as Part of Resolve Version : RT-4.0.19 Hey All, Running into a slight problem with a new queue I'm attempting to roll out a new queue that uses some "pre-canned" template responses using Articles from the integrated RTFM system in 4.0.19 now. I've changed the lifecycle to make the open -> resolve a default RESPOND vs COMMENT and that's working. However, I want to send a default template response if the admin forgets to choose an article to respond with. I came up with the following code below for the custom codition. I'm detecting if the ticket has a ReferTo set and then if it doesn't return code 1 to that the scrip executes which sends the template, otherwise, sets it to 0 so it skips the scrip. The problem I'm running into is it appears the run the scrip prior to linking the article to ticket, so it always thinks the admin hasn't attached an article when they actually have. Is there anything I can do to execute the scrip post process of attaching the article (I tried setting it to Transaction Batch). Any ideas would be greatly appreciated. Thanks Nicola [custom condition below] my $RefersToTickets = $self->TicketObj->RefersTo; my $FirstRefersToTicketLink = $RefersToTickets->Next; my $returncode = 0; my $txn = $self->TransactionObj;# my $type = $txn->Type; return 0 unless $type eq "Status" || ( $type eq 'Set' && $txn->Field eq 'Status'); if ($txn->NewValue eq "resolved") { eval {$FirstRefersToTicketLink->TargetURI->URI}; my $results = $@; $RT::Logger->info('219 - ' . $results); if ($results =~ qr{^Can't call method}) { $RT::Logger->info('UNDEFINED'); $returncode = 1; } else { $returncode = 0; }; }; $RT::Logger->info('Return Code: ' . $returncode); return $returncode; From alex at peters.net Sat Aug 2 22:28:26 2014 From: alex at peters.net (Alex Peters) Date: Sun, 3 Aug 2014 12:28:26 +1000 Subject: [rt-users] Custom Condition To Send Email on Resolve if No Article Sent as Part of Resolve In-Reply-To: References: Message-ID: If I understand correctly, you only want the scrip to apply if there's correspondence, AND the status is changed to resolved, AND a RefersTo link is added. Each of these actions on the ticket occurs as a separate transaction, and the order in which those transactions occur is not clearly defined. Therefore, your suspicion is correct that running the scrip in transaction batch mode is required. When run in batch mode, you can access a list of all of the transactions this way: my @txns = @{ $self->TicketObj->TransactionBatch }; You can then loop over each transaction looking for the required traits. This untested code should be close to what you need: my ($found_correspondence, $found_resolved, $found_refersto); my @txns = @{ $self->TicketObj->TransactionBatch }; for my $txn (@txns) { # look for correspondence if ($txn->Type eq 'Correspond') { RT::Logger->debug('this operation involves correspondence'); $found_correspondence++; next; } # look for status change to resolved if ( ( $txn->Type eq 'Status' or ($txn->Type eq 'Set' and $txn->Field eq 'Status') ) and $txn->NewValue eq 'resolved' ) { RT::Logger->debug('this operation involves resolution'); $found_resolved++; next; } # look for addition of RefersTo link if ($txn->Type eq 'AddLink' and $txn->Field eq 'RefersTo') { RT::Logger->debug('this operation involves adding a RefersTo link'); $found_refersto++; next; } } return 0 if not $found_correspondence; return 0 if not $found_resolved; return 0 if not $found_refersto; return 1; On 03/08/2014 10:51 am, "Foggi, Nicola" wrote: > Version : RT-4.0.19 > > Hey All, > > Running into a slight problem with a new queue I'm attempting to roll out > a new queue that uses some "pre-canned" template responses using Articles > from the integrated RTFM system in 4.0.19 now. I've changed the lifecycle > to make the open -> resolve a default RESPOND vs COMMENT and that's > working. However, I want to send a default template response if the admin > forgets to choose an article to respond with. I came up with the following > code below for the custom codition. I'm detecting if the ticket has a > ReferTo set and then if it doesn't return code 1 to that the scrip executes > which sends the template, otherwise, sets it to 0 so it skips the scrip. > > The problem I'm running into is it appears the run the scrip prior to > linking the article to ticket, so it always thinks the admin hasn't > attached an article when they actually have. Is there anything I can do to > execute the scrip post process of attaching the article (I tried setting it > to Transaction Batch). > > Any ideas would be greatly appreciated. > > Thanks > > Nicola > > [custom condition below] > > my $RefersToTickets = $self->TicketObj->RefersTo; > my $FirstRefersToTicketLink = $RefersToTickets->Next; > > my $returncode = 0; > > my $txn = $self->TransactionObj;# > my $type = $txn->Type; > return 0 unless $type eq "Status" > || ( $type eq 'Set' && $txn->Field eq 'Status'); > > if ($txn->NewValue eq "resolved") { > > eval {$FirstRefersToTicketLink->TargetURI->URI}; > my $results = $@; > $RT::Logger->info('219 - ' . $results); > if ($results =~ qr{^Can't call method}) { > $RT::Logger->info('UNDEFINED'); > $returncode = 1; > } else { > $returncode = 0; > }; > > }; > > $RT::Logger->info('Return Code: ' . $returncode); > return $returncode; > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Sat Aug 2 22:29:36 2014 From: alex at peters.net (Alex Peters) Date: Sun, 3 Aug 2014 12:29:36 +1000 Subject: [rt-users] Custom Condition To Send Email on Resolve if No Article Sent as Part of Resolve In-Reply-To: References: Message-ID: This comment seems to refer to a ticket when it's being created, rather than when correspondence is being added to it later. I don't think it's relevant in your case. On 3 August 2014 11:33, Foggi, Nicola wrote: > > I'm thinking this comment in Ticket.pm might be related to what I'm seeing: > > # Deal with setting up links > > # TODO: Adding link may fire scrips on other end and those scrips > # could create transactions on this ticket before 'Create' transaction. > # > # We should implement different lifecycle: record 'Create' transaction, > # create links and only then fire create transaction's scrips. > # > # Ideal variant: add all links without firing scrips, record create > # transaction and only then fire scrips on the other ends of links. > # > # //RUZ > > Looks like that comment still exists in the 4.2 code? Any ideas on a > workaround if this is indeed what I'm running into? > > Nicola > > ________________________________________ > From: Foggi, Nicola > Sent: Saturday, August 02, 2014 7:45 PM > To: rt-users at lists.bestpractical.com > Subject: Custom Condition To Send Email on Resolve if No Article Sent as > Part of Resolve > > Version : RT-4.0.19 > > Hey All, > > Running into a slight problem with a new queue I'm attempting to roll out > a new queue that uses some "pre-canned" template responses using Articles > from the integrated RTFM system in 4.0.19 now. I've changed the lifecycle > to make the open -> resolve a default RESPOND vs COMMENT and that's > working. However, I want to send a default template response if the admin > forgets to choose an article to respond with. I came up with the following > code below for the custom codition. I'm detecting if the ticket has a > ReferTo set and then if it doesn't return code 1 to that the scrip executes > which sends the template, otherwise, sets it to 0 so it skips the scrip. > > The problem I'm running into is it appears the run the scrip prior to > linking the article to ticket, so it always thinks the admin hasn't > attached an article when they actually have. Is there anything I can do to > execute the scrip post process of attaching the article (I tried setting it > to Transaction Batch). > > Any ideas would be greatly appreciated. > > Thanks > > Nicola > > [custom condition below] > > my $RefersToTickets = $self->TicketObj->RefersTo; > my $FirstRefersToTicketLink = $RefersToTickets->Next; > > my $returncode = 0; > > my $txn = $self->TransactionObj;# > my $type = $txn->Type; > return 0 unless $type eq "Status" > || ( $type eq 'Set' && $txn->Field eq 'Status'); > > if ($txn->NewValue eq "resolved") { > > eval {$FirstRefersToTicketLink->TargetURI->URI}; > my $results = $@; > $RT::Logger->info('219 - ' . $results); > if ($results =~ qr{^Can't call method}) { > $RT::Logger->info('UNDEFINED'); > $returncode = 1; > } else { > $returncode = 0; > }; > > }; > > $RT::Logger->info('Return Code: ' . $returncode); > return $returncode; > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From NFOGGI at depaul.edu Sat Aug 2 22:47:53 2014 From: NFOGGI at depaul.edu (Foggi, Nicola) Date: Sun, 3 Aug 2014 02:47:53 +0000 Subject: [rt-users] Custom Condition To Send Email on Resolve if No Article Sent as Part of Resolve References: Message-ID: Thanks Alex, That code with some modification worked for me, I only want the scip to apply IF Status changed -> resolved AND NOT if RefersTo link is added (I can ignore the correspondence I think safely as the significant event is the addlink to the article (that it's set already to send out via a lifecycle setting) I guess feasibly the user could change it to be a comment vs correspondence, so I'll have to think about that. I modified your code to the follow for the list if anyone else needs it (just a slight change on the logic of the return codes. I didn't kill the correspondence yet incase I end up using it. Thanks for your help! Nicola [final code used for now] my ($found_correspondence, $found_resolved, $found_refersto); my @txns = @{ $self->TicketObj->TransactionBatch }; for my $txn (@txns) { # look for correspondence if ($txn->Type eq 'Correspond') { RT::Logger->debug('this operation involves correspondence'); $found_correspondence++; next; } # look for status change to resolved if ( ( $txn->Type eq 'Status' or ($txn->Type eq 'Set' and $txn->Field eq 'Status') ) and $txn->NewValue eq 'resolved' ) { RT::Logger->debug('this operation involves resolution'); $found_resolved++; next; } # look for addition of RefersTo link if ($txn->Type eq 'AddLink' and $txn->Field eq 'RefersTo') { RT::Logger->debug('this operation involves adding a RefersTo link'); $found_refersto++; next; } } if ($found_resolved) { return 1 if not ($found_correspondence && $found_refersto); return 0; } return 0; From allen.joslin at gmail.com Sun Aug 3 06:45:41 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Sun, 3 Aug 2014 06:45:41 -0400 Subject: [rt-users] rt-serializer errors, followed by ft-importer errors In-Reply-To: <41114AE4-135C-4D96-80E8-5E0D7352DA3A@gmail.com> References: <8DA16D80-7C39-4EAF-8667-33BB7737884A@gmail.com> <41114AE4-135C-4D96-80E8-5E0D7352DA3A@gmail.com> Message-ID: <9C1735F9-B3E9-43C3-898D-6C695DDE3A2C@gmail.com> Permissions are not migrated either... On Aug 1, 2014, at 6:15 PM, Al Joslin wrote: > Damn -- it's the Assets !! > > You seem to get a bad export if you've Assets enabled in your RT_SiteConfig.pm > > I commented out the Assets extension in the Site config and ran the serialize > > Then I was able to run the import (even with Assets enabled) > > So I only have to copy my Asset structures manually > > a PITA but do-able > > al; > > > > On Aug 1, 2014, at 5:16 PM, Al Joslin wrote: > >> I have an RT 4.2.5 w/Assets 1.01 over mysql Ver 14.14 on Ubuntu 14.04 as my first RT >> >> I have brought up RT 4.2.6 w/Assets 1.01 over mariadb Ver 15.1 on CentOS 6.5 >> >> As maria is a drop-in replacement for mysql I didn't use the --clone option (anyway I don't want any of the 3K practice tickets) >> >> The serializer gave me these errors -- totally impenetrable to me... >> >> --------- >> root at rt4:/home/ajoslin# /opt/rt4/sbin/rt-serializer --no-tickets --scrip --quiet --force --directory 2014-08-01 >> Logging warnings and errors to 2014-08-01/serializer.log >> [2236] [Fri Aug 1 20:16:21 2014] [critical]: Can't locate object method "Id" via package "No object mapping for field" (perhaps you forgot to load "No object mapping for field"?) at /opt/rt4/sbin/../lib/RT/Scrip.pm line 1100. (/opt/rt4/sbin/../lib/RT.pm:393) >> Trace begun at /opt/rt4/sbin/../lib/RT.pm line 297 >> Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x454c468)', 'Can\'t locate object method "Id" via package "No object mapping for field" (perhaps you forgot to load "No object mapping for field"?) at /opt/rt4/sbin/../lib/RT/Scrip.pm line 1100.^J') called at /opt/rt4/sbin/../lib/RT.pm line 393 >> RT::__ANON__('Can\'t locate object method "Id" via package "No object mapping for field" (perhaps you forgot to load "No object mapping for field"?) at /opt/rt4/sbin/../lib/RT/Scrip.pm line 1100.^J') called at /opt/rt4/sbin/../lib/RT/Scrip.pm line 1100 >> RT::Scrip::FindDependencies('RT::Scrip=HASH(0x7cf8ba8)', 'RT::Migrate::Serializer::File=HASH(0x7c64160)', 'RT::DependencyWalker::FindDependencies=HASH(0x7ceba38)') called at /opt/rt4/sbin/../lib/RT/DependencyWalker.pm line 222 >> RT::DependencyWalker::Process('RT::Migrate::Serializer::File=HASH(0x7c64160)', 'object', 'RT::Scrips=HASH(0x7c6ba70)', 'object', 'RT::Scrip=HASH(0x7cf8ba8)') called at /opt/rt4/sbin/../lib/RT/Migrate/Serializer.pm line 372 >> RT::Migrate::Serializer::Process('RT::Migrate::Serializer::File=HASH(0x7c64160)', 'object', 'RT::Scrips=HASH(0x7c6ba70)', 'object', 'RT::Scrip=HASH(0x7cf8ba8)') called at /opt/rt4/sbin/../lib/RT/DependencyWalker.pm line 135 >> RT::DependencyWalker::Walk('RT::Migrate::Serializer::File=HASH(0x7c64160)') called at /opt/rt4/sbin/../lib/RT/Migrate/Serializer/File.pm line 106 >> RT::Migrate::Serializer::File::Export('RT::Migrate::Serializer::File=HASH(0x7c64160)') called at /opt/rt4/sbin/rt-serializer line 165 >> Can't locate object method "Id" via package "No object mapping for field" (perhaps you forgot to load "No object mapping for field"?) at /opt/rt4/sbin/../lib/RT/Scrip.pm line 1100. >> --------- >> >> when I run it without --scrip there are no errors, but it's odd that the scrip (appended to this message) runs just fine... >> >> There are no assets, and there seems to be no serializer/importer for Assets -- is one in the works? >> >> >> >> >> So then I run the importer and it craps out >> >> --------- >> sudo /opt/rt4/sbin/rt-importer 2014-08-01 >> [1266] [Fri Aug 1 21:05:22 2014] [warning]: >> Can't call method "URI" on an undefined value at /opt/rt4/sbin/../lib/RT/Transaction.pm line 1969. (/opt/rt4/sbin/../lib/RT/Migrate/Importer/File.pm:97) >> >> Importer state has been written to the file: >> 2014-08-01/partial-import >> >> >> It may be possible to resume the import by re-running rt-importer. >> --------- >> >> The importer state is not human readable [to me] >> >> >> >> What should I be trying to do next ? >> thanks >> al; >> >> >> >> >> >> my one and only scrip (so far :) >> >> custom condition: >> --------- >> # only attempt this Scrip if it's a comment or correspond >> if ( ($self->TransactionObj()->Type() == "Comment") >> or ($self->TransactionObj()->Type() == "Correspond") ) { >> >> # only execute this action on Help Desk queues >> return 1 if ($self->TicketObj->QueueObj->Name() =~ /Help Desk/); >> >> } >> >> return 0; >> --------- >> >> >> >> custom action prep: >> --------- >> return 1; >> --------- >> >> >> >> custom action commit: >> --------- >> # calculation result >> my $job_cost = 0.00; >> >> # loop the recorded transactions >> my $allTrans = $self->TicketObj()->Transactions(); >> while( my $eachTrans = $allTrans->Next() ) { >> >> # get the entered cost for this transaction & reduce it to the 1st floating point value in the field >> my $eachCost = $eachTrans-> CustomFieldValuesAsString('Billing'); >> if (-1 != index($eachCost,",")) { $eachCost = substr($eachCost,0,index($eachCost,",")); } >> if (-1 != index($eachCost,"\$")) { $eachCost =~ tr/$//d; } >> >> # if there was any time taken then $eachCost is a per-hour value >> my $timeTaken = $eachTrans->TimeTaken(); >> if ($timeTaken and $eachCost) { $eachCost = $timeTaken * ($eachCost /60); } >> >> # if we found anything then add it >> if ($eachCost) { $job_cost += $eachCost; } >> } >> >> # make a nice display string >> $job_cost = sprintf( "\$%.2f", $job_cost ); >> >> # write out the tally >> my $jobCostCF = new RT::CustomField($self->CurrentUser()); >> $jobCostCF->LoadByName( Name => 'JobCost', LookupType => RT::Ticket->CustomFieldLookupType); >> $self->TicketObj()->AddCustomFieldValue( Field => $jobCostCF, Value => $job_cost ); >> >> return 1; >> --------- >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From charlycr74 at yahoo.com.ar Sun Aug 3 17:46:42 2014 From: charlycr74 at yahoo.com.ar (charlycr74 at yahoo.com.ar) Date: Sun, 3 Aug 2014 14:46:42 -0700 Subject: [rt-users] Error "no row id returned on row creation at " when creating ticket after backup/restore Message-ID: <1407102402.81676.YahooMailNeo@web162601.mail.bf1.yahoo.com> Hello, After moving my database from one server to another using mysqldump I get the following error when trying to create a new ticket: Aug 3 23:40:36 server RT: RT::Handle=HASH(0x7fcd09354c10) no row id returned on row creation at /usr/local/share/perl5/DBIx/SearchBuilder/Handle/mysql.pm line 47. (/usr/local/share/perl5/DBIx/SearchBuilder/Handle/mysql.pm:47) Aug 3 23:40:36 server RT: Couldn't create a ticket: Object could not be created (/sites/rt4/sbin/../lib/RT/Ticket.pm:500) Aug 3 23:40:36 server RT: WebRT: Ticket could not be created due to an internal error (/sites/rt4/share/html/Elements/Error:85) Do you know why this could be happening? mysql 5.1.73 httpd 2.2.15-30 RT 4.0.10 Thank you, Charly From hal at mrc.tas.edu.au Sun Aug 3 20:22:52 2014 From: hal at mrc.tas.edu.au (Hal Douglas) Date: Mon, 4 Aug 2014 00:22:52 +0000 (UTC) Subject: [rt-users] shredder on specific user References: <5195766D.8030306@usc.edu> <51958246.7010602@bestpractical.com> Message-ID: Thomas Sibley bestpractical.com> writes: > > On 05/16/2013 05:14 PM, Philip Brown wrote: > > After doing a few searches, it seems that using the "rt-shredder" tool > > is the one true way to delete a user. > > > > Unfortunately... i find the documentation on it, inscruitable :( > > > > Could someone please give me a simple, straightforward commandline to > > delete user X? > > > > I was hoping it would be as simple as > > > > > > rt-shredder --plugin User name=doomeduser > > > > but that does not seem to be adequate. > > The format is incorrect. --plugin takes a single argument, but you've > space separated it and hence it's two. See > http://bestpractical.com/rt/docs/latest/rt-shredder.html for the proper > format; you're close. > > Alternatively, use the admin web interface instead of the command line. > Select "Users" from the object type and then enter "doomeduser" in the > Name field. If the user isn't disabled, either disable them first or > enter "enabled" in the status field (which defaults to "disabled" if > empty, for safety). > Okay, so I was trying to do the same thing myself and struggling just as much with the documentation as the original poster was. After banging my head against the keyboard for a while I worked it out, so I recorded in this blog post: http://sysadministrivia.blogspot.com.au/2014/08/deleting-user-from-rt-using-shredder.html I thought I'd post back with the answer in the hope it might help the next person. Thanks. Hal. From charlycr74 at yahoo.com.ar Mon Aug 4 02:36:44 2014 From: charlycr74 at yahoo.com.ar (charlycr74 at yahoo.com.ar) Date: Sun, 3 Aug 2014 23:36:44 -0700 Subject: [rt-users] Error "no row id returned on row creation at " when creating ticket after backup/restore In-Reply-To: <1407102402.81676.YahooMailNeo@web162601.mail.bf1.yahoo.com> References: <1407102402.81676.YahooMailNeo@web162601.mail.bf1.yahoo.com> Message-ID: <1407134204.63474.YahooMailNeo@web162606.mail.bf1.yahoo.com> This is fixed, the problem was on the dump of mysql that was not including the "AUTO_INCREMENT" option when creating the tables. Standard mysqldump should be fine. El d?a domingo, 3 de agosto de 2014 17:47, "charlycr74 at yahoo.com.ar" escribi?: Hello, After moving my database from one server to another using mysqldump I get the following error when trying to create a new ticket: Aug? 3 23:40:36 server RT: RT::Handle=HASH(0x7fcd09354c10) no row id returned on row creation at /usr/local/share/perl5/DBIx/SearchBuilder/Handle/mysql.pm line 47. (/usr/local/share/perl5/DBIx/SearchBuilder/Handle/mysql.pm:47) Aug? 3 23:40:36 server RT: Couldn't create a ticket: Object could not be created (/sites/rt4/sbin/../lib/RT/Ticket.pm:500) Aug? 3 23:40:36 server RT: WebRT: Ticket could not be created due to an internal error (/sites/rt4/share/html/Elements/Error:85) Do you know why this could be happening? mysql 5.1.73 httpd 2.2.15-30 RT 4.0.10 Thank you, Charly -- RT Training - Boston, September 9-10 http://bestpractical.com/training From niraj.vara at gmail.com Mon Aug 4 04:35:28 2014 From: niraj.vara at gmail.com (niraj) Date: Mon, 4 Aug 2014 01:35:28 -0700 (PDT) Subject: [rt-users] setup queue for particular user Message-ID: <1407141328389-58182.post@n7.nabble.com> Hi I want to setup a queue for the particular User/Group. Means the any particular User/Group only have the access right for that particular queue only. And that User/Group will not able to view or create any ticket on other queue. How to achieve the same ?? Please guide for the same. -- View this message in context: http://requesttracker.8502.n7.nabble.com/setup-queue-for-particular-user-tp58182.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From sven.sternberger at desy.de Mon Aug 4 04:28:00 2014 From: sven.sternberger at desy.de (Sternberger, Sven) Date: Mon, 4 Aug 2014 10:28:00 +0200 (CEST) Subject: [rt-users] Upgrade RT and migrate to postgresql In-Reply-To: <551390093.131182.1407140702472.JavaMail.zimbra@desy.de> Message-ID: <266058246.131225.1407140880774.JavaMail.zimbra@desy.de> Hi! we want to upgrade our RT from 3.8.7 to 4.2.6 and we want to migrate from mysql to postgresql. Is it possible to combine these 2 steps, or is it better to first upgrade the RT and in a second step migrate to postgresql? best regards! Sven From kbailey at freewayprojects.com Mon Aug 4 04:51:42 2014 From: kbailey at freewayprojects.com (Kevin Bailey) Date: Mon, 4 Aug 2014 09:51:42 +0100 Subject: [rt-users] Upgrade RT and migrate to postgresql In-Reply-To: <266058246.131225.1407140880774.JavaMail.zimbra@desy.de> References: <551390093.131182.1407140702472.JavaMail.zimbra@desy.de> <266058246.131225.1407140880774.JavaMail.zimbra@desy.de> Message-ID: UNSUBSCIBE On 4 August 2014 09:28, Sternberger, Sven wrote: > Hi! > > we want to upgrade our RT from 3.8.7 to 4.2.6 > and we want to migrate from mysql to postgresql. > > Is it possible to combine these 2 steps, or is > it better to first upgrade the RT and in a second step > migrate to postgresql? > > best regards! > > Sven > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training From niraj.vara at gmail.com Mon Aug 4 07:27:13 2014 From: niraj.vara at gmail.com (niraj) Date: Mon, 4 Aug 2014 04:27:13 -0700 (PDT) Subject: [rt-users] New ticket raised e-mail trigger to admin Message-ID: <1407151633451-58185.post@n7.nabble.com> Hi I want that when Anybody logged the ticket e-mail should go to particular user (mostly admin). How can I set the same ??? -- View this message in context: http://requesttracker.8502.n7.nabble.com/New-ticket-raised-e-mail-trigger-to-admin-tp58185.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From statik at cloned.org Mon Aug 4 09:50:43 2014 From: statik at cloned.org (statik at cloned.org) Date: Mon, 4 Aug 2014 07:50:43 -0600 Subject: [rt-users] Hiding non-content transactions with callbacks Message-ID: <632819AA-AA30-4928-AE2B-AFA21148D9EE@cloned.org> Hello, I'm on RT 4.2.x and am trying to hide things like "Outgoing email recorded" and simple ticket ownership changes from showing up on the "Display" section of the ticket. I've seen http://requesttracker.wikia.com/wiki/HideTransactions but can't seem to make it work for me. I've tried making "$rt/local/html/Callbacks/my_callbacks/Ticket/Display.html/Default" and "$rt/local/html/Callbacks/my_callbacks/Ticket/Elements/ShowHistory/Default" with the code from the aforementioned page and neither work at all. I'm sure I've done something boneheaded but I'm not well versed enough to realize it yet. Any help would be appreciated. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Aug 4 10:46:50 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Aug 2014 10:46:50 -0400 Subject: [rt-users] Ticket Comment / Reply box greyed out and unable to enter text In-Reply-To: <00d601cfadae$0d3d9c50$27b8d4f0$@us> References: <00d601cfadae$0d3d9c50$27b8d4f0$@us> Message-ID: <20140804144650.GE2988@jibsheet.com> On Fri, Aug 01, 2014 at 01:28:47PM -0400, Jeff Fioravanti wrote: > I have been looking into this, and maybe I am not formulating the query > correctly via the others lists I have searched, or through the book I have for > reference, but thus far I have turned up nothing regarding a users issue with > the comment and reply box when working a ticket. When running an older release of RT (4.0.8 is from Oct 2012, so closing in on 2 years old) it's a good idea to review our published changelogs. http://bestpractical.com/release-notes/rt/4.0.11 -kevin > > We are on RT 4.08 and we have a user who previously could reply and comment to > tickets but now when he selects comment or reply the box is greyed and nothing > can be entered. I have searched through his options on his settings, his about > me, and elsewhere within settings but nothing seems to indicate how or what has > happened to his preferences. I checked and he is still privileged and he seems > to have the same settings as others within his group. He is working with RT on > IE 10. He thought he lost his ability to edit/comment or reply when he > installed the recent windows updates, but that would mean everybody would be > having this issue, and thus far it is only him. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Aug 4 10:50:22 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Aug 2014 10:50:22 -0400 Subject: [rt-users] Coredumps, traceback, etc : 4.2.6 and RT-Authen-ExternalAuth In-Reply-To: <53DBE72C.1070509@kickflop.net> References: <53DBE72C.1070509@kickflop.net> Message-ID: <20140804145022.GF2988@jibsheet.com> On Fri, Aug 01, 2014 at 03:14:52PM -0400, Jeff Blaine wrote: > RHEL 6.5 > RT 4.2.6 > RT-Authen-ExternalAuth 0.21 with SSL + TLS on. > > Using RHEL 6.5 packages, one fails the Net-SSLeay "strict" version > requirement required by RT-Authen-ExternalAuth. RHEL 6.5 comes with a > 9th iteration of Net-SSLeay 1.35 (the package name is > perl-Net-SSLeay-1.35-9). I don't understand what "strict" means. > Using CPAN to install a more modern one, 1.65, results in httpd dumping > core at restart time. Have a look at other reports of this, which we've never been able to replicate. Alex replied to one just last week, especially relevant if you're running mod_perl (which you don't say). > *Disabling* all SSL and TLS for $ExternalSettings in RT_SiteConfig.pm > results in the following "missing host method" error after apparent success: > Aug 1 15:01:39 alms2 RT: [24103] Can't locate object method "host" via > package "URI::_foreign" at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line > 935.#012#012Stack:#012 > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:935]#012 > [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:19]#012 > [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Session:1]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:311]#012 [/opt/rt4/share/html/autohandler:53] > > Any thoughts would very welcome at this point. This is RT trying to issue the redirect after login, what URL did you use to access RT and what was the next parameter. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Aug 4 10:51:43 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Aug 2014 10:51:43 -0400 Subject: [rt-users] Admin Drop Down doesn't show for admin AD user or group. In-Reply-To: References: Message-ID: <20140804145143.GG2988@jibsheet.com> On Fri, Aug 01, 2014 at 02:43:01PM -0700, SCHAFER Chris wrote: > A AD user and group that have been given all privs. > But They still don?t have the admin menu. Then they're either Unprivileged or You haven't given all privs. The Admin Menu is protected by ShowConfigTab, but if you have admin users, you actually want to grant SuperUser, not click all the rights. Checking all global rights is rarely what you want to do for admins, or ever really. > I have checked all the global privs check boxes for both the user and the > group. > > Neither seems to propagate the permissions. This implies you're not creating Privileged users, go look at the user's record in the Admin UI as root. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Aug 4 10:52:51 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Aug 2014 10:52:51 -0400 Subject: [rt-users] SSO Kerberos means I can't have logins from non Kerberos happy system? In-Reply-To: References: Message-ID: <20140804145251.GH2988@jibsheet.com> On Fri, Aug 01, 2014 at 04:26:19PM -0700, SCHAFER Chris wrote: > Is it correct that if I have any users that need to type their password rather > then pass their credentials I can?t use AD/Win/Kerberos SSO? > > I am looking at the two configs for apache method for admin. You can either use Satisy Any as shown in the docs we ship http://bestpractical.com/docs/rt/latest/authentication.html or use two VirtualHost entries -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Aug 4 10:54:25 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Aug 2014 10:54:25 -0400 Subject: [rt-users] Need Help Creating Configurations Programatically In-Reply-To: <77BA8ED3-E149-4B5D-B3A1-B2ACC7B3208F@gmail.com> References: <77BA8ED3-E149-4B5D-B3A1-B2ACC7B3208F@gmail.com> Message-ID: <20140804145425.GI2988@jibsheet.com> On Sat, Aug 02, 2014 at 08:41:38AM -0400, Al Joslin wrote: > Since the rt-serializer & rt-importer do not handle Assets I would like to be able to programmatically create my Asset configurations > Neither the CustomField nor the ObjectCustomField have Create() methods > Where should I start with this? Not sure where I should start with this, since CustomField.pm definitely contains a Create method. I usually set up custom fields by reading the initialdata docs. http://bestpractical.com/docs/rt/4.2/initialdata.html -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Aug 4 11:00:00 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Aug 2014 11:00:00 -0400 Subject: [rt-users] rt-serializer errors, followed by ft-importer errors In-Reply-To: <8DA16D80-7C39-4EAF-8667-33BB7737884A@gmail.com> References: <8DA16D80-7C39-4EAF-8667-33BB7737884A@gmail.com> Message-ID: <20140804150000.GJ2988@jibsheet.com> On Fri, Aug 01, 2014 at 05:16:12PM -0400, Al Joslin wrote: > I have an RT 4.2.5 w/Assets 1.01 over mysql Ver 14.14 on Ubuntu 14.04 as my > first RT > > I have brought up RT 4.2.6 w/Assets 1.01 over mariadb Ver 15.1 on CentOS 6.5 > > As maria is a drop-in replacement for mysql I didn't use the --clone option > (anyway I don't want any of the 3K practice tickets) > > The serializer gave me these errors -- totally impenetrable to me... > > --------- > root at rt4:/home/ajoslin# /opt/rt4/sbin/rt-serializer --no-tickets --scrip > --quiet --force --directory 2014-08-01 As seen by this and your other errors, I'm not convinced the serializer is what you want. In particular, you didn't tell RT to bring over ACLs, and then in your last email in this thread you complain that permissions weren't migrated. Why not just shred your tickets and then clone? The non-clone is really meant for when you have to smush together multiple RTs. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Aug 4 11:00:49 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Aug 2014 11:00:49 -0400 Subject: [rt-users] shredder on specific user In-Reply-To: References: <5195766D.8030306@usc.edu> <51958246.7010602@bestpractical.com> Message-ID: <20140804150049.GK2988@jibsheet.com> On Mon, Aug 04, 2014 at 12:22:52AM +0000, Hal Douglas wrote: > Thomas Sibley bestpractical.com> writes: > > On 05/16/2013 05:14 PM, Philip Brown wrote: > > > After doing a few searches, it seems that using the "rt-shredder" tool > > > is the one true way to delete a user. > > > > > > Unfortunately... i find the documentation on it, inscruitable :( > > > > > > Could someone please give me a simple, straightforward commandline to > > > delete user X? > > > > > > I was hoping it would be as simple as > > > > > > > > > rt-shredder --plugin User name=doomeduser > > > > > > but that does not seem to be adequate. > > > > The format is incorrect. --plugin takes a single argument, but you've > > space separated it and hence it's two. See > > http://bestpractical.com/rt/docs/latest/rt-shredder.html for the proper > > format; you're close. > > > > Alternatively, use the admin web interface instead of the command line. > > Select "Users" from the object type and then enter "doomeduser" in the > > Name field. If the user isn't disabled, either disable them first or > > enter "enabled" in the status field (which defaults to "disabled" if > > empty, for safety). > > Okay, so I was trying to do the same thing myself and struggling just as > much with the documentation as the original poster was. > > After banging my head against the keyboard for a while I worked it out, so I > recorded in this blog post: > > http://sysadministrivia.blogspot.com.au/2014/08/deleting-user-from-rt-using-shredder.html > > I thought I'd post back with the answer in the hope it might help the next The more durable and lasting thing would probably be a documentation patch. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Aug 4 11:03:04 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Aug 2014 11:03:04 -0400 Subject: [rt-users] Upgrade RT and migrate to postgresql In-Reply-To: <266058246.131225.1407140880774.JavaMail.zimbra@desy.de> References: <551390093.131182.1407140702472.JavaMail.zimbra@desy.de> <266058246.131225.1407140880774.JavaMail.zimbra@desy.de> Message-ID: <20140804150304.GL2988@jibsheet.com> On Mon, Aug 04, 2014 at 10:28:00AM +0200, Sternberger, Sven wrote: > we want to upgrade our RT from 3.8.7 to 4.2.6 > and we want to migrate from mysql to postgresql. > > Is it possible to combine these 2 steps, or is > it better to first upgrade the RT and in a second step > migrate to postgresql? The migration tool is part of RT 4.2. Upgrade first, make sure you're happy with the upgrade, then migrate. Or you can take a longer downtime and do it all in one weekend, but you can also upgrade one month and convert the next. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Aug 4 11:10:28 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Aug 2014 11:10:28 -0400 Subject: [rt-users] Hiding non-content transactions with callbacks In-Reply-To: <632819AA-AA30-4928-AE2B-AFA21148D9EE@cloned.org> References: <632819AA-AA30-4928-AE2B-AFA21148D9EE@cloned.org> Message-ID: <20140804151028.GM2988@jibsheet.com> On Mon, Aug 04, 2014 at 07:50:43AM -0600, statik at cloned.org wrote: > I'm on RT 4.2.x and am trying to hide things like "Outgoing email recorded" and > simple ticket ownership changes from showing up on the "Display" section of the > ticket. I've seen [1]http://requesttracker.wikia.com/wiki/HideTransactions but > can't seem to make it work for me. I've tried making "$rt/local/html/Callbacks/ > my_callbacks/Ticket/Display.html/Default" and "$rt/local/html/Callbacks/ > my_callbacks/Ticket/Elements/ShowHistory/Default" with the code from the > aforementioned page and neither work at all. > > I'm sure I've done something boneheaded but I'm not well versed enough to > realize it yet. Any help would be appreciated. For Outgoing email, you can just not grant ShowOutgoingMail (with the understanding that users will also lose the ability to squelch on replies). I suspect that your problem is that in 4.2 the element is called Elements/ShowHistory, not Ticket/Elements/ShowHistory and there is no 'Default' callback in ShowHistory in either 4.0 or 4.2, so that's just wrong. /opt/rt4/local/html/Callbacks/Mine/Elements/ShowHistory/SkipTransaction is the correct location for your code. Ensure you clear your mason cache and restart apache after updating. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Aug 4 11:12:05 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Aug 2014 11:12:05 -0400 Subject: [rt-users] RT 4.2.x + Ubuntu 14.04: package backport? native install? etc In-Reply-To: <53DBA3EE.8090909@hydrostarr.com> References: <53DBA3EE.8090909@hydrostarr.com> Message-ID: <20140804151205.GN2988@jibsheet.com> On Fri, Aug 01, 2014 at 09:27:58AM -0500, hydrostarr wrote: > I want to run RT 4.2.x on Ubuntu 14.04 (trusty). Ubuntu utopic, which is not > yet released, [1]includes RT 4.2.4. I don't see any backports to 14.04 > (trusty), which runs 4.0.19: > http://packages.ubuntu.com/trusty/request-tracker4 Ubuntu generally does a horrid job of importing the excellent debian packages. For a long time, they were ignoring security releases. The Debian 4.2 packages are available in testing over there, you may need to vote for them to come over. While you can use the deps from 4.0.19 to get some deps for 4.2, you won't get all of them. Generall Best Practical installs from source, even on our Ubuntu machines. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Aug 4 11:14:33 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Aug 2014 11:14:33 -0400 Subject: [rt-users] RT-Mailgate timeout error after upgrade to 4.2.6 In-Reply-To: References: Message-ID: <20140804151433.GO2988@jibsheet.com> On Thu, Jul 31, 2014 at 09:03:16PM +0000, Richards, Matthew E ERDC-RDE-CERL-IL wrote: > I increased the timeout from 180 to 750 added extra debugging to the code to > get more information. I replaced our URL with localhost for security: Are you actually listening with SSL on localhost? Is your webserver configured to listen and allow that through to RT? > see an entry in the access.log. Fiddler gives us the same error (504 - Gateway > Timeout Error). If I execute consecutive posts very quickly in Fiddler, after > about seven 504 errors, I finally get a string of 200 (success) responses and > some entries in the rt.log file to indicate it couldn?t find a valid user > (because I didn?t supply one). If I let it set for a minute, I get the 504 > errors again. Is fiddler running on the machine connecting to localhost or somewhere else? It's a much more relevant test to use something like curl to connect to localhost with the same arguments as rt-mailgate. rt-mailgate isn't doing anything complicated, and if RT isn't logging anything in debug mode, then normally this means your webserver is bound only to the external hostname. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From jblaine at kickflop.net Mon Aug 4 12:41:26 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 04 Aug 2014 12:41:26 -0400 Subject: [rt-users] Coredumps, traceback, etc : 4.2.6 and RT-Authen-ExternalAuth In-Reply-To: <20140804145022.GF2988@jibsheet.com> References: <53DBE72C.1070509@kickflop.net> <20140804145022.GF2988@jibsheet.com> Message-ID: <53DFB7B6.5060705@kickflop.net> On 8/4/2014 10:50 AM, Kevin Falcone wrote: > On Fri, Aug 01, 2014 at 03:14:52PM -0400, Jeff Blaine wrote: >> RHEL 6.5 >> RT 4.2.6 >> RT-Authen-ExternalAuth 0.21 with SSL + TLS on. >> >> Using RHEL 6.5 packages, one fails the Net-SSLeay "strict" version >> requirement required by RT-Authen-ExternalAuth. RHEL 6.5 comes with a >> 9th iteration of Net-SSLeay 1.35 (the package name is >> perl-Net-SSLeay-1.35-9). > > I don't understand what "strict" means. I just mean that RT-Authen-ExternalAuth is requiring a specific CPAN version of Net-SSLeay and that RHEL perl-Net-SSLeay-1.35-9 may include that same "actually required" functionality (given the backporting RH often does for security fixes, etc). I am not suggesting with that explanation that RT or the extension should care or try to cater to various distros' packaging+patching workflows. I'm just explaining what I meant by "strict". >> Using CPAN to install a more modern one, 1.65, results in httpd dumping >> core at restart time. > > Have a look at other reports of this, which we've never been able to > replicate. Alex replied to one just last week, especially relevant if > you're running mod_perl (which you don't say). Yes, we're using RHEL 6.5's Apache httpd and RHEL 6.5's mod_perl. I'll visit the archives. >> *Disabling* all SSL and TLS for $ExternalSettings in RT_SiteConfig.pm >> results in the following "missing host method" error after apparent success: >> Aug 1 15:01:39 alms2 RT: [24103] Can't locate object method "host" via >> package "URI::_foreign" at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line >> 935.#012#012Stack:#012 >> [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:935]#012 >> [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:19]#012 >> [/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Session:1]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:311]#012 [/opt/rt4/share/html/autohandler:53] >> >> Any thoughts would very welcome at this point. > > This is RT trying to issue the redirect after login, what URL did you > use to access RT and what was the next parameter. I'm not sure what you mean by "what was the next parameter". The site was accessed (then and just now) directly as https://alms2.foo.com/ The browser just reports the generic "An internal RT error occurred. Your administrator..." (etc). -- Jeff Blaine kickflop.net PGP/GnuPG Key ID: 0x0C8EDD02 From jblaine at kickflop.net Mon Aug 4 13:18:56 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 04 Aug 2014 13:18:56 -0400 Subject: [rt-users] Coredumps, traceback, etc : 4.2.6 and RT-Authen-ExternalAuth In-Reply-To: <20140804145022.GF2988@jibsheet.com> References: <53DBE72C.1070509@kickflop.net> <20140804145022.GF2988@jibsheet.com> Message-ID: <53DFC080.3060001@kickflop.net> >> Using CPAN to install a more modern one, 1.65, results in httpd dumping >> core at restart time. > > Have a look at other reports of this, which we've never been able to > replicate. Alex replied to one just last week, especially relevant if > you're running mod_perl (which you don't say). Retaining use of mod_perl, but disabling mod_ssl and leaving the RT-Authen-ExternalAuth set to use SSL/TLS worked. I'm not sure this is a *mod_perl* issue, for Alex's and/or Best Practical's records. mod_ssl + mod_perl + RT-Authen-ExternalAuth with SSL all worked in 2012 when I tested it last :( -- Jeff Blaine kickflop.net PGP/GnuPG Key ID: 0x0C8EDD02 From alexmv at bestpractical.com Mon Aug 4 15:05:45 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 04 Aug 2014 15:05:45 -0400 Subject: [rt-users] Coredumps, traceback, etc : 4.2.6 and RT-Authen-ExternalAuth In-Reply-To: <53DFC080.3060001@kickflop.net> References: <53DBE72C.1070509@kickflop.net> <20140804145022.GF2988@jibsheet.com> <53DFC080.3060001@kickflop.net> Message-ID: <53DFD989.6030103@bestpractical.com> On 08/04/2014 01:18 PM, Jeff Blaine wrote: > Retaining use of mod_perl, but disabling mod_ssl and leaving the > RT-Authen-ExternalAuth set to use SSL/TLS worked. > > I'm not sure this is a *mod_perl* issue, for Alex's and/or Best > Practical's records. > > mod_ssl + mod_perl + RT-Authen-ExternalAuth with SSL all worked in 2012 > when I tested it last :( It is _triggered_ by mod_perl, but I agree it is not mod_perl's fault. Specifically, I believe it to be caused when two parts of the same process, both linked to openssl, attempt to use it in orthogonal operations. mod_perl is not the culprit, but it binds perl into the same process as Apache, which uses openssl. Hence this causes problems when perl attempts to use the openssl libraries to talk ldaps://, and why moving to mod_fastcgi splits the concerns, and resolves the issue. I suspect using mod_gnutls in Apache would allow it to talk SSL and not conflict with openssl in the perl process, for instance. - Alex From jvdwege at xs4all.nl Mon Aug 4 16:07:57 2014 From: jvdwege at xs4all.nl (Joop) Date: Mon, 04 Aug 2014 22:07:57 +0200 Subject: [rt-users] Hiding non-content transactions with callbacks In-Reply-To: <632819AA-AA30-4928-AE2B-AFA21148D9EE@cloned.org> References: <632819AA-AA30-4928-AE2B-AFA21148D9EE@cloned.org> Message-ID: <53DFE81D.5020109@xs4all.nl> On 4-8-2014 15:50, statik at cloned.org wrote: > Hello, > > I'm on RT 4.2.x and am trying to hide things like "Outgoing email > recorded" and simple ticket ownership changes from showing up on the > "Display" section of the ticket. I've > seen http://requesttracker.wikia.com/wiki/HideTransactions but can't > seem to make it work for me. I've tried making > "$rt/local/html/Callbacks/my_callbacks/Ticket/Display.html/Default" > and > "$rt/local/html/Callbacks/my_callbacks/Ticket/Elements/ShowHistory/Default" > with the code from the aforementioned page and neither work at all. > > I'm sure I've done something boneheaded but I'm not well versed enough > to realize it yet. Any help would be appreciated. Some one made a very good filter, search for RT-Extension-HistoryFilter by cloos. It will do all you want and more. Regards, Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From matthew.e.richards at erdc.dren.mil Mon Aug 4 16:29:02 2014 From: matthew.e.richards at erdc.dren.mil (Richards, Matthew E ERDC-RDE-CERL-IL) Date: Mon, 4 Aug 2014 20:29:02 +0000 Subject: [rt-users] RT-Mailgate timeout error after upgrade to 4.2.6 Message-ID: Hi Kevin, Thank you for the reply. > Are you actually listening with SSL on localhost? Is your webserver > configured to listen and allow that through to RT? 443 is listening on localhost. As you suggested, we tried curl from the localhost with both the FQDN and localhost URLs. We had limited success (without any message content), but it still fails with rt-mailgate. I suspect we need some content to test it further with curl. Do you have a sample curl command line with post params for testing? user at rt:~$ curl -I https://rt.fully.qualified.domain.name/REST/1.0/NoAuth/mail-gateway HTTP/1.1 200 OK Date: Mon, 04 Aug 2014 17:09:29 GMT Server: Apache/2.4.7 (Ubuntu) X-Frame-Options: DENY Vary: Accept-Encoding Content-Type: text/plain; charset=utf-8 user at rt:~$ curl -I https://localhost/REST/1.0/NoAuth/mail-gateway HTTP/1.1 200 OK Date: Mon, 04 Aug 2014 17:10:29 GMT Server: Apache/2.4.7 (Ubuntu) X-Frame-Options: DENY Vary: Accept-Encoding Content-Type: text/plain; charset=utf-8 Running rt-mailgate with fetchmail: 2 messages for RTUSER at hostmaster.fully.qualified.domain.name (36925 octets). fetchmail: POP3> LIST 1 fetchmail: POP3< +OK 1 34826 fetchmail: POP3> TOP 1 99999999 fetchmail: POP3< +OK reading message RTUSER at hostmaster.fully.qualified.domain.name:1 of 2 (34826 octets) #**********************************.***********************************.********************************.*************.*************.*************.*************.*************.*************.*************.**************.*************.*************.*************.*************.*************.*************.*************.**************.*************.*************.*************.*************.*************.*************.*************.**************.*************.*************.*************.*************.*************.*************.**************.*************.*************.*************.*************.*****/opt/rt4/bin/rt-mailgate: temp file is '/tmp/63WuokOupY/OIpKtEaLCc' /opt/rt4/bin/rt-mailgate: connecting to https://rt.fully.qualified.domain.name /REST/1.0/NoAuth/mail-gateway HTTP request failed: 500 Can't connect to rt.fully.qualified.domain.name:443. Your webserver logs may have more information or there may be a network problem. /opt/rt4/bin/rt-mailgate: undefined server error fetchmail: MDA returned nonzero status 75 not flushed fetchmail: POP3> LIST 2 fetchmail: POP3< +OK 2 2099 fetchmail: POP3> TOP 2 99999999 fetchmail: POP3< +OK Again, when we added some additional debugging messages and the actual error is: LWP::Protocol::https::Socket: Timeout at /usr/share/perl5/LWP/Protocol/http.pm line 41. From falcone at bestpractical.com Mon Aug 4 16:36:57 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Aug 2014 16:36:57 -0400 Subject: [rt-users] Hiding non-content transactions with callbacks In-Reply-To: <53DFE81D.5020109@xs4all.nl> References: <632819AA-AA30-4928-AE2B-AFA21148D9EE@cloned.org> <53DFE81D.5020109@xs4all.nl> Message-ID: <20140804203657.GP2988@jibsheet.com> On Mon, Aug 04, 2014 at 10:07:57PM +0200, Joop wrote: > On 4-8-2014 15:50, [1]statik at cloned.org wrote: > > Hello, > > I'm on RT 4.2.x and am trying to hide things like "Outgoing email recorded" > and simple ticket ownership changes from showing up on the "Display" > section of the ticket. I've seen [2]http://requesttracker.wikia.com/wiki/ > HideTransactions but can't seem to make it work for me. I've tried making > "$rt/local/html/Callbacks/my_callbacks/Ticket/Display.html/Default" and > "$rt/local/html/Callbacks/my_callbacks/Ticket/Elements/ShowHistory/Default" > with the code from the aforementioned page and neither work at all. > > I'm sure I've done something boneheaded but I'm not well versed enough to > realize it yet. Any help would be appreciated. > > Some one made a very good filter, search for RT-Extension-HistoryFilter by > cloos. > It will do all you want and more. I considered giving this in my initial response, but it doesn't have the 4.2 compatible callback, so I didn't want to lead the original poster on until I'd had a chance to send a PR. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From lists.bestpractical.com at hydrostarr.com Mon Aug 4 16:42:45 2014 From: lists.bestpractical.com at hydrostarr.com (hydrostarr) Date: Mon, 04 Aug 2014 15:42:45 -0500 Subject: [rt-users] RT 4.2.x + Ubuntu 14.04: package backport? native install? etc In-Reply-To: <20140804151205.GN2988@jibsheet.com> References: <53DBA3EE.8090909@hydrostarr.com> <20140804151205.GN2988@jibsheet.com> Message-ID: <53DFF045.3000300@hydrostarr.com> On 8/4/14, 10:12 AM, Kevin Falcone wrote: > Ubuntu generally does a horrid job of importing the excellent debian > packages. For a long time, they were ignoring security releases. The > Debian 4.2 packages are available in testing over there, you may need to > vote for them to come over. > While you can use the deps from 4.0.19 to get some deps for 4.2, you > won't get all of them. > Generall Best Practical installs from source, even on our Ubuntu > machines. Thanks Kevin. I built + installed RT 4.2.6 from source on Ubuntu 14.04 and, in short: it basically just worked. No reliance on Ubuntu 'request-tracker' package. Good show. I've never experienced a perl-based system to be installed so easily, but maybe I've been jaded from installing things like Bugzilla and others many (many) moons ago. Further, you provide an Apache-independent web server, for (at least) sanity-check testing. All of this impressive. Kudos to Best Practical. Details. For those interested, here's our (current, immature) Python Fabric code running as root (and therefore auth-limits-bugs probably exist) for installing a sqlite-based RT web server on a relatively-lean Ubuntu 14.04 server--without mysql server, but maybe some other basic things already installed--to get things up-and-going quickly, but NOT in production mode (eg, no database password): env.apt_yes = 'apt-get -y --force-yes' env.apt_force_confnew="-o Dpkg::Options::=--force-confnew" env.debian_frontend_noninteractive="DEBIAN_FRONTEND=noninteractive" def aptget_core(directive,pkgname=""): sudo(env.debian_frontend_noninteractive + " " + env.apt_yes + " " + directive + " " + env.apt_force_confnew + " " + pkgname) def aptget_install(pkgname): aptget_core("install",pkgname) def install_request_tracker__ubuntu(): sudo("PERL_MM_USE_DEFAULT=1 cpan App::cpanminus") aptget_install("libxml-rss-perl") with cd("~"): run("wget http://download.bestpractical.com/pub/rt/release/rt-4.2.6.tar.gz") run("tar xvzf rt-4.2.6.tar.gz") with cd("~/rt-4.2.6"): run("./configure --with-db-type=SQLite") run("PERL_MM_USE_DEFAULT=1 make fixdeps") run("make install") run("make initialize-database") Then run the Apache-independent webserver to sanity check: # /opt/rt4/sbin/rt-server None of the above attempts email-systems integration. Do _not_ read this as a full install procedure. From alex at peters.net Tue Aug 5 00:13:35 2014 From: alex at peters.net (Alex Peters) Date: Tue, 5 Aug 2014 14:13:35 +1000 Subject: [rt-users] setup queue for particular user In-Reply-To: <1407141328389-58182.post@n7.nabble.com> References: <1407141328389-58182.post@n7.nabble.com> Message-ID: To give a particular user/group access to a particular queue, go into the settings for that queue and assign the appropriate rights for that user/group. Then, to ensure that that user/group cannot access other queues, remove the rights for those other queues. All users who can log into RT are part of the "Everyone" and "Privileged" groups. To ensure that a particular user/group cannot access one of your queues, you need to ensure that that queue is only accessible to a specific other group, not Everyone or Privileged. On 4 August 2014 18:35, niraj wrote: > Hi > > I want to setup a queue for the particular User/Group. Means the any > particular User/Group only have the access right for that particular queue > only. > > And that User/Group will not able to view or create any ticket on > other queue. > > How to achieve the same ?? Please guide for the same. > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/setup-queue-for-particular-user-tp58182.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Tue Aug 5 00:15:08 2014 From: alex at peters.net (Alex Peters) Date: Tue, 5 Aug 2014 14:15:08 +1000 Subject: [rt-users] New ticket raised e-mail trigger to admin In-Reply-To: <1407151633451-58185.post@n7.nabble.com> References: <1407151633451-58185.post@n7.nabble.com> Message-ID: You need a scrip which sends an email when a ticket is created. The default RT installation includes scrips to email a queue's Admin CCs. The easiest way to achieve what you have asked is to assign the relevant users as Admin CCs in the queue settings. On 4 August 2014 21:27, niraj wrote: > Hi > > I want that when Anybody logged the ticket e-mail should go to > particular user (mostly admin). > How can I set the same ??? > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/New-ticket-raised-e-mail-trigger-to-admin-tp58185.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Bernhard.Eierschmalz at scheppach.com Tue Aug 5 02:44:11 2014 From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard) Date: Tue, 5 Aug 2014 06:44:11 +0000 Subject: [rt-users] email template Message-ID: <97344147CBA1644584462D6D81C43CE41380E10A@svex.scheppach.local> Hello, is it possible to define email templates for RT? A little background information: We use RT for order processes, and we have lots of messages that are nearly same (e.g. ?your order was shipped today with tracking No. 1234? or ?please pay your invoice of XY ? to bank account 12345 with subject order 2345? ). So you see there?s a lot of static content but also lots of variable stuff. Is it possible to generate an email template the user can send out? Before RT they used different Outlook email-Signatures for this. So a comparable solution would be great! Best regards Bernhard -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Tue Aug 5 03:59:14 2014 From: alex at peters.net (Alex Peters) Date: Tue, 5 Aug 2014 17:59:14 +1000 Subject: [rt-users] email template In-Reply-To: <97344147CBA1644584462D6D81C43CE41380E10A@svex.scheppach.local> References: <97344147CBA1644584462D6D81C43CE41380E10A@svex.scheppach.local> Message-ID: There are at least two possible solutions. The easier one involves using articles: http://bestpractical.com/docs/rt/latest/customizing/articles_introduction.html http://requesttracker.wikia.com/wiki/Articles In this case, your users would insert the article into the ticket, manually change the placeholder values and then send that as correspondence. A more complex solution would involve setting up custom fields for the variable information, and scrips to send out specific emails when those fields are populated. On 5 August 2014 16:44, Eierschmalz, Bernhard < Bernhard.Eierschmalz at scheppach.com> wrote: > Hello, > > > > is it possible to define email templates for RT? > > > > A little background information: > > We use RT for order processes, and we have lots of messages that are > nearly same (e.g. ?your order was shipped today with tracking No. 1234? or > ?please pay your invoice of XY ? to bank account 12345 with subject order > 2345? ). So you see there?s a lot of static content but also lots of > variable stuff. Is it possible to generate an email template the user can > send out? > > > > Before RT they used different Outlook email-Signatures for this. So a > comparable solution would be great! > > > > > > Best regards > > Bernhard > > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Tue Aug 5 07:35:43 2014 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Tue, 5 Aug 2014 11:35:43 +0000 Subject: [rt-users] Unprivileged users - Edit ticket/Sign up as CC In-Reply-To: References: Message-ID: <0CE56AE307C0BC4B950BF05F3759DF4314F07E1F@MailStore2010.ogp.qvii.com> I'm still not seeing what I'm missing. I have a group called "End Users" I put all my clients into. One user, Test User, is in "End Users" but has had Privileged removed, Unprivileged has not been explicitly set either. The permissions on each queue for "End Users" are: CreateTicket, ReplyToTicket, Watch, SeeCustomField, SeeQueue, Showticket, ModifyCustomField and ModifyTicket. When I submit a ticket with this user and then go to the ticket all they can do is Reply/Comment. Does Unprivileged need to be set? I must be overlooking something but I'm just not seeing it. Thanks! Stephen J. Cena Supervisor/Systems Administrator - MIS/IT Dept Quality Vision International 850 Hudson Ave Rochester,NY 14620 Phone: 585-544-0450 x300 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Please report email problems to: postmaster at qvii.com QVII MIS/IT Dept - We do what we must because we can. "Thank you for helping us help you help us all." * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Message: 1 Date: Fri, 1 Aug 2014 15:58:27 +0000 From: "Cena, Stephen (ext. 300)" To: "rt-users at lists.bestpractical.com" Subject: [rt-users] Unprivileged users - Edit ticket/Sign up as CC Message-ID: <0CE56AE307C0BC4B950BF05F3759DF4314F0624D at MailStore2010.ogp.qvii.com> Content-Type: text/plain; charset="us-ascii" Those permissions are in place. I have a test user in "End Users" (my own group) and is Unprivileged. I can create a ticket with this user but when I go to look at the ticket I can only view it. Did I overlook a permission possibly? On Thu, Jul 31, 2014 at 06:10:11PM +0000, Cena, Stephen (ext. 300) wrote: > I've come across is editing the tickets. I've got explict permissions > on the Requestor of the ticket (ex: Requestor can make changes to the > ticket), but it looks like Unprivileged is overriding it. I'd like the > users to be able to sign up as CC on tickets as well, but that is > missing too. Is this how Unprivileged works, or did I miss a permission setting? Thanks! Rights in RT are additive. If Requestor has ModifyTicket, then the user being Unprivileged will not change that as long as they are *actually* listed as the Requestor (not just the Creator). You need to grant Watch for users to add themselves as Cc, but keep in mind that they may also add themselves as a Requestor which will grant them extra rights. -kevin Stephen J. Cena Supervisor/Systems Administrator - MIS/IT Dept Quality Vision International 850 Hudson Ave Rochester,NY 14620 Phone: 585-544-0450 x300 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Please report email problems to: postmaster at qvii.com QVII MIS/IT Dept - We do what we must because we can. "Thank you for helping us help you help us all." * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * From niraj.vara at gmail.com Tue Aug 5 08:37:26 2014 From: niraj.vara at gmail.com (niraj vara) Date: Tue, 5 Aug 2014 18:07:26 +0530 Subject: [rt-users] setup queue for particular user In-Reply-To: References: <1407141328389-58182.post@n7.nabble.com> Message-ID: Hi Alex I have RT 4.2.1 and I went to the setting of queue but not found any option for User/Group. Can provide the exact sequence how to assign any User/Group to any queue. On Tue, Aug 5, 2014 at 9:43 AM, Alex Peters wrote: > To give a particular user/group access to a particular queue, go into the > settings for that queue and assign the appropriate rights for that > user/group. > > Then, to ensure that that user/group cannot access other queues, remove > the rights for those other queues. > > All users who can log into RT are part of the "Everyone" and "Privileged" > groups. To ensure that a particular user/group cannot access one of your > queues, you need to ensure that that queue is only accessible to a specific > other group, not Everyone or Privileged. > > > On 4 August 2014 18:35, niraj wrote: > >> Hi >> >> I want to setup a queue for the particular User/Group. Means the any >> particular User/Group only have the access right for that particular >> queue >> only. >> >> And that User/Group will not able to view or create any ticket on >> other queue. >> >> How to achieve the same ?? Please guide for the same. >> >> >> >> -- >> View this message in context: >> http://requesttracker.8502.n7.nabble.com/setup-queue-for-particular-user-tp58182.html >> Sent from the Request Tracker - User mailing list archive at Nabble.com. >> -- >> RT Training - Boston, September 9-10 >> http://bestpractical.com/training >> > > -- Niraj M. Vara Linux Administrator Mavenvista Pvt. Ltd. "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE MOON" -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Tue Aug 5 08:51:14 2014 From: alex at peters.net (Alex Peters) Date: Tue, 5 Aug 2014 22:51:14 +1000 Subject: [rt-users] setup queue for particular user In-Reply-To: References: <1407141328389-58182.post@n7.nabble.com> Message-ID: As a super user: 1. primary top menu > Admin > Queues > Select 2. select queue from list 3. secondary top menu > Group Rights/User Rights 4. enter the name of the user/group into the text box on the left side 5. tick the appropriate rights on the right side On 5 August 2014 22:37, niraj vara wrote: > Hi Alex > > I have RT 4.2.1 and I went to the setting of queue but not found > any option for User/Group. > > Can provide the exact sequence how to assign any User/Group to any queue. > > > > > > On Tue, Aug 5, 2014 at 9:43 AM, Alex Peters wrote: > >> To give a particular user/group access to a particular queue, go into the >> settings for that queue and assign the appropriate rights for that >> user/group. >> >> Then, to ensure that that user/group cannot access other queues, remove >> the rights for those other queues. >> >> All users who can log into RT are part of the "Everyone" and "Privileged" >> groups. To ensure that a particular user/group cannot access one of your >> queues, you need to ensure that that queue is only accessible to a specific >> other group, not Everyone or Privileged. >> >> >> On 4 August 2014 18:35, niraj wrote: >> >>> Hi >>> >>> I want to setup a queue for the particular User/Group. Means the any >>> particular User/Group only have the access right for that particular >>> queue >>> only. >>> >>> And that User/Group will not able to view or create any ticket on >>> other queue. >>> >>> How to achieve the same ?? Please guide for the same. >>> >>> >>> >>> -- >>> View this message in context: >>> http://requesttracker.8502.n7.nabble.com/setup-queue-for-particular-user-tp58182.html >>> Sent from the Request Tracker - User mailing list archive at Nabble.com. >>> -- >>> RT Training - Boston, September 9-10 >>> http://bestpractical.com/training >>> >> >> > > > -- > Niraj M. Vara > Linux Administrator > Mavenvista Pvt. Ltd. > > > "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE MOON" > -------------- next part -------------- An HTML attachment was scrubbed... URL: From g.mason at fairfx.com Tue Aug 5 09:13:16 2014 From: g.mason at fairfx.com (saxmad) Date: Tue, 5 Aug 2014 06:13:16 -0700 (PDT) Subject: [rt-users] rt4-fcgi processes are dying after some debian package updates Message-ID: <1407244396289-58212.post@n7.nabble.com> Hi, I'm running the following: Debian Wheezy RT 4.0.7 nginx fcgi Up until the end of last week, RT had been very stable when running with three rt4-fcgi backends. I would find that about every 3-4 months I would have to restart RT as the fcgi processes had died and I was getting "502 bad gateway" error messages. I then did some Debian package updates and since then, the fcgi processes have been dying within an our or so, with users getting the 502 Bad gateway error message. I am now running with 10 fcgi processes which is giving me a little breathing space as they seem to last for up to an hour before all dying and needing RT to be restarted, but that isn't always the case - sometimes it can be 20 minutes or 90 minutes. It's pretty obvious that one or more of the package updates I did last week has upset RT but I can't see anything in any log to indicate why the fcgi processes are dying like they are. I have the RT log set to debug level and even that holds no clues, neither does syslog or the nginx log. The packages I updated are as follows: libcups2 libcupsimage2 libdatetime-timezone-perl libdbi-perl libdevmapper1.02.1 libjpeg8 liblcms2-2 libperl-dev libperl5.14 perl perl-base perl-modules openssh-client openssh-server snmpd tzdata librsvg2-2 libsnmp-base libsnmp15 libapr1 initscripts sysv-rc sysvinit sysvinit-utils base-files postgresql-9.2 postgresql-client-9.2 postgresql-client-common postgresql-common libpq-dev libpq5 I'm guessing one or more of the perl related packages is to blame, but without any kind of log content to give me any clues, I'm at a loss to understand what to try and fix. Anyone got any suggestions as to what I can do to firstly get some useful log feedback regarding the dying fcgi processes, and secondly what I could do to resolve this. Thanks, Gary -- View this message in context: http://requesttracker.8502.n7.nabble.com/rt4-fcgi-processes-are-dying-after-some-debian-package-updates-tp58212.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jfioravanti at primax.us Tue Aug 5 09:25:35 2014 From: jfioravanti at primax.us (jfioravanti) Date: Tue, 5 Aug 2014 06:25:35 -0700 (PDT) Subject: [rt-users] User cannot enter text in the reply or comment area Message-ID: <1407245135914-58213.post@n7.nabble.com> Good Morning, We have a user who suddenly can no longer input text into the comment or reply section of a ticket. He was able to when originally set up. I presume something has changed with regards to his preferences or premissions, but I have not been successful in finding what they might be?? He is the only user that is encountering this issue. I have been reading through our reference book and searching online but have yet to find a solution. we are on windows 7, and using version 4.08 request tracker. any input and assistance in resolving this would be deeply appreciated. Thanks. Jeff -- View this message in context: http://requesttracker.8502.n7.nabble.com/User-cannot-enter-text-in-the-reply-or-comment-area-tp58213.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From niraj.vara at gmail.com Tue Aug 5 09:48:22 2014 From: niraj.vara at gmail.com (niraj vara) Date: Tue, 5 Aug 2014 19:18:22 +0530 Subject: [rt-users] setup queue for particular user In-Reply-To: References: <1407141328389-58182.post@n7.nabble.com> Message-ID: Hi Alex thank you for your response. 1. primary top menu > Admin > Queues > Select 2. select queue from list 3. secondary top menu > Group Rights/User Rights till that step is ok I select the Group Rights But when I try to enter any text on text box it will now allow to do that and when cursor go to the text box it will goes to the the following section only. Add rights for this group Where I can only select or deselect the check box oinly. Why this happened ??? and why not able to enter any text on text box ??? Please guide for the same. On Tue, Aug 5, 2014 at 6:21 PM, Alex Peters wrote: > As a super user: > > 1. primary top menu > Admin > Queues > Select > 2. select queue from list > 3. secondary top menu > Group Rights/User Rights > 4. enter the name of the user/group into the text box on the left side > 5. tick the appropriate rights on the right side > > > > On 5 August 2014 22:37, niraj vara wrote: > >> Hi Alex >> >> I have RT 4.2.1 and I went to the setting of queue but not >> found any option for User/Group. >> >> Can provide the exact sequence how to assign any User/Group to any queue. >> >> >> >> >> >> On Tue, Aug 5, 2014 at 9:43 AM, Alex Peters wrote: >> >>> To give a particular user/group access to a particular queue, go into >>> the settings for that queue and assign the appropriate rights for that >>> user/group. >>> >>> Then, to ensure that that user/group cannot access other queues, remove >>> the rights for those other queues. >>> >>> All users who can log into RT are part of the "Everyone" and >>> "Privileged" groups. To ensure that a particular user/group cannot access >>> one of your queues, you need to ensure that that queue is only accessible >>> to a specific other group, not Everyone or Privileged. >>> >>> >>> On 4 August 2014 18:35, niraj wrote: >>> >>>> Hi >>>> >>>> I want to setup a queue for the particular User/Group. Means the any >>>> particular User/Group only have the access right for that particular >>>> queue >>>> only. >>>> >>>> And that User/Group will not able to view or create any ticket on >>>> other queue. >>>> >>>> How to achieve the same ?? Please guide for the same. >>>> >>>> >>>> >>>> -- >>>> View this message in context: >>>> http://requesttracker.8502.n7.nabble.com/setup-queue-for-particular-user-tp58182.html >>>> Sent from the Request Tracker - User mailing list archive at Nabble.com. >>>> -- >>>> RT Training - Boston, September 9-10 >>>> http://bestpractical.com/training >>>> >>> >>> >> >> >> -- >> Niraj M. Vara >> Linux Administrator >> Mavenvista Pvt. Ltd. >> >> >> "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE MOON" >> > > -- Niraj M. Vara Linux Administrator Mavenvista Pvt. Ltd. "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE MOON" -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Tue Aug 5 09:53:37 2014 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Tue, 5 Aug 2014 13:53:37 +0000 Subject: [rt-users] Unprivileged users - Edit ticket/Sign up as CC In-Reply-To: References: Message-ID: <0CE56AE307C0BC4B950BF05F3759DF4314F07EBF@MailStore2010.ogp.qvii.com> I just realized I forgot to include the Requestor permissions. Requestors can: ReplyToticket, SeeCustomField, SeeQueue, ShowTicket, ModifyCustomField and ModifyTicket Stephen J. Cena Supervisor/Systems Administrator - MIS/IT Dept Quality Vision International 850 Hudson Ave Rochester,NY 14620 Phone: 585-544-0450 x300 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Please report email problems to: postmaster at qvii.com QVII MIS/IT Dept - We do what we must because we can. "Thank you for helping us help you help us all." * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of rt-users-request at lists.bestpractical.com Sent: Tuesday, August 05, 2014 9:48 AM To: rt-users at lists.bestpractical.com Subject: rt-users Digest, Vol 125, Issue 8 Send rt-users mailing list submissions to rt-users at lists.bestpractical.com To subscribe or unsubscribe via the World Wide Web, visit http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users or, via email, send a message with subject or body 'help' to rt-users-request at lists.bestpractical.com You can reach the person managing the list at rt-users-owner at lists.bestpractical.com When replying, please edit your Subject line so it is more specific than "Re: Contents of rt-users digest..." Today's Topics: 12. Unprivileged users - Edit ticket/Sign up as CC (Cena, Stephen (ext. 300)) Message: 12 Date: Tue, 5 Aug 2014 11:35:43 +0000 From: "Cena, Stephen (ext. 300)" To: "rt-users at lists.bestpractical.com" Subject: [rt-users] Unprivileged users - Edit ticket/Sign up as CC Message-ID: <0CE56AE307C0BC4B950BF05F3759DF4314F07E1F at MailStore2010.ogp.qvii.com> Content-Type: text/plain; charset="us-ascii" I'm still not seeing what I'm missing. I have a group called "End Users" I put all my clients into. One user, Test User, is in "End Users" but has had Privileged removed, Unprivileged has not been explicitly set either. The permissions on each queue for "End Users" are: CreateTicket, ReplyToTicket, Watch, SeeCustomField, SeeQueue, Showticket, ModifyCustomField and ModifyTicket. When I submit a ticket with this user and then go to the ticket all they can do is Reply/Comment. Does Unprivileged need to be set? I must be overlooking something but I'm just not seeing it. Thanks! Stephen J. Cena Supervisor/Systems Administrator - MIS/IT Dept Quality Vision International 850 Hudson Ave Rochester,NY 14620 Phone: 585-544-0450 x300 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Please report email problems to: postmaster at qvii.com QVII MIS/IT Dept - We do what we must because we can. "Thank you for helping us help you help us all." * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Message: 1 Date: Fri, 1 Aug 2014 15:58:27 +0000 From: "Cena, Stephen (ext. 300)" To: "rt-users at lists.bestpractical.com" Subject: [rt-users] Unprivileged users - Edit ticket/Sign up as CC Message-ID: <0CE56AE307C0BC4B950BF05F3759DF4314F0624D at MailStore2010.ogp.qvii.com> Content-Type: text/plain; charset="us-ascii" Those permissions are in place. I have a test user in "End Users" (my own group) and is Unprivileged. I can create a ticket with this user but when I go to look at the ticket I can only view it. Did I overlook a permission possibly? On Thu, Jul 31, 2014 at 06:10:11PM +0000, Cena, Stephen (ext. 300) wrote: > I've come across is editing the tickets. I've got explict permissions > on the Requestor of the ticket (ex: Requestor can make changes to the > ticket), but it looks like Unprivileged is overriding it. I'd like the > users to be able to sign up as CC on tickets as well, but that is > missing too. Is this how Unprivileged works, or did I miss a permission setting? Thanks! Rights in RT are additive. If Requestor has ModifyTicket, then the user being Unprivileged will not change that as long as they are *actually* listed as the Requestor (not just the Creator). You need to grant Watch for users to add themselves as Cc, but keep in mind that they may also add themselves as a Requestor which will grant them extra rights. -kevin Stephen J. Cena Supervisor/Systems Administrator - MIS/IT Dept Quality Vision International 850 Hudson Ave Rochester,NY 14620 Phone: 585-544-0450 x300 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Please report email problems to: postmaster at qvii.com QVII MIS/IT Dept - We do what we must because we can. "Thank you for helping us help you help us all." * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * From ktm at rice.edu Tue Aug 5 09:27:04 2014 From: ktm at rice.edu (ktm at rice.edu) Date: Tue, 5 Aug 2014 08:27:04 -0500 Subject: [rt-users] rt4-fcgi processes are dying after some debian package updates In-Reply-To: <1407244396289-58212.post@n7.nabble.com> References: <1407244396289-58212.post@n7.nabble.com> Message-ID: <20140805132704.GA1991@aart.rice.edu> On Tue, Aug 05, 2014 at 06:13:16AM -0700, saxmad wrote: > Hi, > > I'm running the following: > Debian Wheezy RT 4.0.7 nginx fcgi > > Up until the end of last week, RT had been very stable when running with > three rt4-fcgi backends. I would find that about every 3-4 months I would > have to restart RT as the fcgi processes had died and I was getting "502 bad > gateway" error messages. > > ... > > I'm guessing one or more of the perl related packages is to blame, but > without any kind of log content to give me any clues, I'm at a loss to > understand what to try and fix. > > Anyone got any suggestions as to what I can do to firstly get some useful > log feedback regarding the dying fcgi processes, and secondly what I could > do to resolve this. > > Thanks, > Gary > Hi Gary, As far as figuring out where the problem is, you will need to bump up your logging level across the systems involved. To fix your immediate problem of service outages caused when all the fcgi processes exit I would recommend something like multiwatch to manage them and fire up a new process automatically as needed: http://redmine.lighttpd.net/projects/multiwatch/wiki We use it with spawn-fcgi here and it works well. Regards, Ken From alex at peters.net Wed Aug 6 01:40:19 2014 From: alex at peters.net (Alex Peters) Date: Wed, 6 Aug 2014 15:40:19 +1000 Subject: [rt-users] setup queue for particular user In-Reply-To: References: <1407141328389-58182.post@n7.nabble.com> Message-ID: You need to enter the name of a group that you've already created, then without pressing Enter, tick the appropriate rights, then press Save Changes. On 5 August 2014 23:48, niraj vara wrote: > Hi Alex > > thank you for your response. > > > 1. primary top menu > Admin > Queues > Select > 2. select queue from list > 3. secondary top menu > Group Rights/User Rights > > till that step is ok I select the Group Rights > > But when I try to enter any text on text box it will now allow to do that > > and when cursor go to the text box it will goes to the the following > section only. > Add rights for this group > > > Where I can only select or deselect the check box oinly. > > Why this happened ??? and why not able to enter any text on text box ??? > > Please guide for the same. > > > > > > > On Tue, Aug 5, 2014 at 6:21 PM, Alex Peters wrote: > >> As a super user: >> >> 1. primary top menu > Admin > Queues > Select >> 2. select queue from list >> 3. secondary top menu > Group Rights/User Rights >> 4. enter the name of the user/group into the text box on the left side >> 5. tick the appropriate rights on the right side >> >> >> >> On 5 August 2014 22:37, niraj vara wrote: >> >>> Hi Alex >>> >>> I have RT 4.2.1 and I went to the setting of queue but not >>> found any option for User/Group. >>> >>> Can provide the exact sequence how to assign any User/Group to any queue. >>> >>> >>> >>> >>> >>> On Tue, Aug 5, 2014 at 9:43 AM, Alex Peters wrote: >>> >>>> To give a particular user/group access to a particular queue, go into >>>> the settings for that queue and assign the appropriate rights for that >>>> user/group. >>>> >>>> Then, to ensure that that user/group cannot access other queues, remove >>>> the rights for those other queues. >>>> >>>> All users who can log into RT are part of the "Everyone" and >>>> "Privileged" groups. To ensure that a particular user/group cannot access >>>> one of your queues, you need to ensure that that queue is only accessible >>>> to a specific other group, not Everyone or Privileged. >>>> >>>> >>>> On 4 August 2014 18:35, niraj wrote: >>>> >>>>> Hi >>>>> >>>>> I want to setup a queue for the particular User/Group. Means the >>>>> any >>>>> particular User/Group only have the access right for that particular >>>>> queue >>>>> only. >>>>> >>>>> And that User/Group will not able to view or create any ticket on >>>>> other queue. >>>>> >>>>> How to achieve the same ?? Please guide for the same. >>>>> >>>>> >>>>> >>>>> -- >>>>> View this message in context: >>>>> http://requesttracker.8502.n7.nabble.com/setup-queue-for-particular-user-tp58182.html >>>>> Sent from the Request Tracker - User mailing list archive at >>>>> Nabble.com. >>>>> -- >>>>> RT Training - Boston, September 9-10 >>>>> http://bestpractical.com/training >>>>> >>>> >>>> >>> >>> >>> -- >>> Niraj M. Vara >>> Linux Administrator >>> Mavenvista Pvt. Ltd. >>> >>> >>> "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE MOON" >>> >> >> > > > -- > Niraj M. Vara > Linux Administrator > Mavenvista Pvt. Ltd. > > > "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE MOON" > -------------- next part -------------- An HTML attachment was scrubbed... URL: From niraj.vara at gmail.com Wed Aug 6 02:56:48 2014 From: niraj.vara at gmail.com (niraj vara) Date: Wed, 6 Aug 2014 12:26:48 +0530 Subject: [rt-users] setup queue for particular user In-Reply-To: References: <1407141328389-58182.post@n7.nabble.com> Message-ID: Hi In Here my RT system I was not able to do as you mention. not allow any add any group name to add. once the cursor click on that text box it will switch down to the Add rights for this group and not able to write any word there ?? I am not able to understand why this not allow to add any group name there in text box ??? On Wed, Aug 6, 2014 at 11:10 AM, Alex Peters wrote: > You need to enter the name of a group that you've already created, then > without pressing Enter, tick the appropriate rights, then press Save > Changes. > > > On 5 August 2014 23:48, niraj vara wrote: > >> Hi Alex >> >> thank you for your response. >> >> >> 1. primary top menu > Admin > Queues > Select >> 2. select queue from list >> 3. secondary top menu > Group Rights/User Rights >> >> till that step is ok I select the Group Rights >> >> But when I try to enter any text on text box it will now allow to do that >> >> and when cursor go to the text box it will goes to the the following >> section only. >> Add rights for this group >> >> >> Where I can only select or deselect the check box oinly. >> >> Why this happened ??? and why not able to enter any text on text box ??? >> >> Please guide for the same. >> >> >> >> >> >> >> On Tue, Aug 5, 2014 at 6:21 PM, Alex Peters wrote: >> >>> As a super user: >>> >>> 1. primary top menu > Admin > Queues > Select >>> 2. select queue from list >>> 3. secondary top menu > Group Rights/User Rights >>> 4. enter the name of the user/group into the text box on the left >>> side >>> 5. tick the appropriate rights on the right side >>> >>> >>> >>> On 5 August 2014 22:37, niraj vara wrote: >>> >>>> Hi Alex >>>> >>>> I have RT 4.2.1 and I went to the setting of queue but not >>>> found any option for User/Group. >>>> >>>> Can provide the exact sequence how to assign any User/Group to any >>>> queue. >>>> >>>> >>>> >>>> >>>> >>>> On Tue, Aug 5, 2014 at 9:43 AM, Alex Peters wrote: >>>> >>>>> To give a particular user/group access to a particular queue, go into >>>>> the settings for that queue and assign the appropriate rights for that >>>>> user/group. >>>>> >>>>> Then, to ensure that that user/group cannot access other queues, >>>>> remove the rights for those other queues. >>>>> >>>>> All users who can log into RT are part of the "Everyone" and >>>>> "Privileged" groups. To ensure that a particular user/group cannot access >>>>> one of your queues, you need to ensure that that queue is only accessible >>>>> to a specific other group, not Everyone or Privileged. >>>>> >>>>> >>>>> On 4 August 2014 18:35, niraj wrote: >>>>> >>>>>> Hi >>>>>> >>>>>> I want to setup a queue for the particular User/Group. Means the >>>>>> any >>>>>> particular User/Group only have the access right for that particular >>>>>> queue >>>>>> only. >>>>>> >>>>>> And that User/Group will not able to view or create any ticket >>>>>> on >>>>>> other queue. >>>>>> >>>>>> How to achieve the same ?? Please guide for the same. >>>>>> >>>>>> >>>>>> >>>>>> -- >>>>>> View this message in context: >>>>>> http://requesttracker.8502.n7.nabble.com/setup-queue-for-particular-user-tp58182.html >>>>>> Sent from the Request Tracker - User mailing list archive at >>>>>> Nabble.com. >>>>>> -- >>>>>> RT Training - Boston, September 9-10 >>>>>> http://bestpractical.com/training >>>>>> >>>>> >>>>> >>>> >>>> >>>> -- >>>> Niraj M. Vara >>>> Linux Administrator >>>> Mavenvista Pvt. Ltd. >>>> >>>> >>>> "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE MOON" >>>> >>> >>> >> >> >> -- >> Niraj M. Vara >> Linux Administrator >> Mavenvista Pvt. Ltd. >> >> >> "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE MOON" >> > > -- Niraj M. Vara Linux Administrator Mavenvista Pvt. Ltd. "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE MOON" -------------- next part -------------- An HTML attachment was scrubbed... URL: From teklimbu at gmail.com Wed Aug 6 03:43:30 2014 From: teklimbu at gmail.com (Tek Bahadur Limbu) Date: Wed, 6 Aug 2014 13:28:30 +0545 Subject: [rt-users] Mailgate not working: Could not record email: Could not load a valid user Message-ID: Dear all, I am very new to RT and just setup RT 4.2.6 on a Centos 6 VM machine which has an old copy of Qmail running. Installation went fine and now I can create Tickets and Reply to Tickets via the Web interface at: http://my.company.com/rt/. However, I am having problems while trying to create Tickets via Email. While sending email via Mailgate using the command below: (echo from: rt at gmail.com Subject: test; echo; echo test) | /opt/rt/bin/rt-mailgate --queue General --action correspond --url http://my.company.com/rt --debug I see the following errors on the screen: /opt/rt/bin/rt-mailgate: temp file is '/tmp/yBDiQmLWn3/D5Z8PB7NBF' /opt/rt/bin/rt-mailgate: connecting to http://my.company.com/rt/REST/1.0/NoAuth/mail-gateway not ok - Could not load a valid user In the rt.log, I see the following: [Wed Aug 6 07:27:53 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt/sbin/../lib/RT/I18N.pm:595) [Wed Aug 6 07:27:53 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt/sbin/../lib/RT/I18N.pm:595) [Wed Aug 6 07:27:53 2014] [error]: Unable to parse an email address from rt at gmail.com Subject: test : rt at gmail.com Subject: test is not a valid email address (/opt/rt/sbin/../lib/RT/EmailParser.pm:540) [Wed Aug 6 07:27:53 2014] [debug]: Converting 'ascii' to 'utf-8' for text/plain - Subjectless message (/opt/rt/sbin/../lib/RT/I18N.pm:295) [Wed Aug 6 07:27:53 2014] [warning]: Use of uninitialized value $NewSubject in scalar chomp at /opt/rt/sbin/../lib/RT/Interface/Email.pm line 1350. (/opt/rt/sbin/../lib/RT/Interface/Email.pm:1350) [Wed Aug 6 07:27:53 2014] [error]: Couldn't parse or find sender's address (/opt/rt/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:74) [Wed Aug 6 07:27:53 2014] [error]: Could not record email: Could not load a valid user (/opt/rt/share/html/REST/1.0/NoAuth/mail-gateway:75) I did some searches for this error which says there is some mis-configuration in the Apache settings or not providing rights for Everybody in the General Queue to create and reply to Tickets. I have tried the help and solutions listed but still facing the same problem. I have also granted both Create and Reply rights to Everybody and Unprivileged for the General Queue. Regarding the Apache Web config, I have the following: AddDefaultCharset UTF-8 Alias /rt/NoAuth/images /opt/rt/share/html/NoAuth/images/ ScriptAlias /rt /opt/rt/sbin/rt-server.fcgi/ DocumentRoot "/opt/rt/share/html" Order allow,deny Allow from all Options +ExecCGI AddHandler fcgid-script fcgi Regarding my RT_SiteConfig.pm configuration, it is listed as below: Set( $rtname, 'my.company.com'); Set($WebPath, "/rt"); 1; Set(@ReferrerWhitelist, qw(www.example.com:443 1.2.3.4:80 my.company.com:80 )); Set($Organization, "my.company.com"); Set($WebBaseURL, "http://my.company.com"); Set($WebDomain, 'my.company.com'); Set($CorrespondAddress, 'correspond at my.company.com'); Set($CommentAddress, 'comment at my.company.com'); Set($OwnerEmail, "admin at my.company.com"); Set($LogToSyslog , 'info'); Set($LogToFile , 'debug'); #debug is very noisy Set($LogDir, '/opt/rt/var/log'); Set($LogToFileNamed , "rt.log"); #log to rt.log Set($WebRemoteUserAuth , 0); Set($WebFallbackToRTLogin , 1); Set($SenderMustExistInExternalDatabase , 0); Set($AutoCreateNonExternalUsers , 1); What could be the problem here? Any help will be very much appreciated. Thanks, Best Regards, Tek Limbu -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at mhcsoftware.de Wed Aug 6 04:03:55 2014 From: lists at mhcsoftware.de (Matthias Henze) Date: Wed, 06 Aug 2014 10:03:55 +0200 Subject: [rt-users] closing a ticket Message-ID: <53E1E16B.9000706@mhcsoftware.de> Hi, when I close a ticket no mail is sent out to the requestor. I've checked that there is a scrip "On Resolve Notify Requestors" with the condition "on resolve". This is the case after upgrading from 4.0.x to 4.3.x. How to fix this? An other question: What is the difference between "on resolve" and "on close" in the condition drop down field? TIA Matthias -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: info at mhcsoftware.de HR Coburg: B2242 Gesch?ftsf?hrer: Matthias Henze From aaron.mccarthy at southwestern.ie Wed Aug 6 05:09:22 2014 From: aaron.mccarthy at southwestern.ie (AJ) Date: Wed, 6 Aug 2014 02:09:22 -0700 (PDT) Subject: [rt-users] An Approval Queue Problem Message-ID: <1407316161970-58221.post@n7.nabble.com> I have created a queue called "ReviewApproval" with the "approval" Lifecycle. I use it in tandem with the built-in "___Approvals" queue. Both queues share nearly identical response templates (The in-built "___Approvals" queue needs no scrips. "ReviewApproval" has custom scrips to mirror the "___Approvals" behaviour). When a ticket is created, two depends-on tickets are also created; One in the "ReviewApproval" queue and another in the "___Approvals" queue. When the "ReviewApproval" ticket is resolved, the template response is applied to the depends-on ticket in the "ReviewApproval" queue NOT the original ticket. When the "___Approvals" ticket is resolved the template response IS added to the original ticket. How can I mimic the "___Approvals" response behaviour? -- View this message in context: http://requesttracker.8502.n7.nabble.com/An-Approval-Queue-Problem-tp58221.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alex at peters.net Wed Aug 6 05:11:32 2014 From: alex at peters.net (Alex Peters) Date: Wed, 6 Aug 2014 19:11:32 +1000 Subject: [rt-users] setup queue for particular user In-Reply-To: References: <1407141328389-58182.post@n7.nabble.com> Message-ID: The page works as expected for me in Google Chrome, but looking at the source for that component of the page, I'm somewhat surprised that it works at all. The field is wrapped in an element. I think this explains the behaviour that you're experiencing, and I think this might be an RT bug. Please consider using another browser as a workaround, and also letting the list know what browser you used when you experienced this issue. On 6 August 2014 16:56, niraj vara wrote: > Hi > > In Here my RT system I was not able to do as you mention. > not allow any add any group name to add. > > once the cursor click on that text box it will switch down to the > > Add rights for this group > > and not able to write any word there ?? > > I am not able to understand why this not allow to add any group name there > in text box ??? > > > > > > > On Wed, Aug 6, 2014 at 11:10 AM, Alex Peters wrote: > >> You need to enter the name of a group that you've already created, then >> without pressing Enter, tick the appropriate rights, then press Save >> Changes. >> >> >> On 5 August 2014 23:48, niraj vara wrote: >> >>> Hi Alex >>> >>> thank you for your response. >>> >>> >>> 1. primary top menu > Admin > Queues > Select >>> 2. select queue from list >>> 3. secondary top menu > Group Rights/User Rights >>> >>> till that step is ok I select the Group Rights >>> >>> But when I try to enter any text on text box it will now allow to do >>> that >>> >>> and when cursor go to the text box it will goes to the the following >>> section only. >>> Add rights for this group >>> >>> >>> Where I can only select or deselect the check box oinly. >>> >>> Why this happened ??? and why not able to enter any text on text box ??? >>> >>> Please guide for the same. >>> >>> >>> >>> >>> >>> >>> On Tue, Aug 5, 2014 at 6:21 PM, Alex Peters wrote: >>> >>>> As a super user: >>>> >>>> 1. primary top menu > Admin > Queues > Select >>>> 2. select queue from list >>>> 3. secondary top menu > Group Rights/User Rights >>>> 4. enter the name of the user/group into the text box on the left >>>> side >>>> 5. tick the appropriate rights on the right side >>>> >>>> >>>> >>>> On 5 August 2014 22:37, niraj vara wrote: >>>> >>>>> Hi Alex >>>>> >>>>> I have RT 4.2.1 and I went to the setting of queue but not >>>>> found any option for User/Group. >>>>> >>>>> Can provide the exact sequence how to assign any User/Group to any >>>>> queue. >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> On Tue, Aug 5, 2014 at 9:43 AM, Alex Peters wrote: >>>>> >>>>>> To give a particular user/group access to a particular queue, go into >>>>>> the settings for that queue and assign the appropriate rights for that >>>>>> user/group. >>>>>> >>>>>> Then, to ensure that that user/group cannot access other queues, >>>>>> remove the rights for those other queues. >>>>>> >>>>>> All users who can log into RT are part of the "Everyone" and >>>>>> "Privileged" groups. To ensure that a particular user/group cannot access >>>>>> one of your queues, you need to ensure that that queue is only accessible >>>>>> to a specific other group, not Everyone or Privileged. >>>>>> >>>>>> >>>>>> On 4 August 2014 18:35, niraj wrote: >>>>>> >>>>>>> Hi >>>>>>> >>>>>>> I want to setup a queue for the particular User/Group. Means the >>>>>>> any >>>>>>> particular User/Group only have the access right for that >>>>>>> particular queue >>>>>>> only. >>>>>>> >>>>>>> And that User/Group will not able to view or create any ticket >>>>>>> on >>>>>>> other queue. >>>>>>> >>>>>>> How to achieve the same ?? Please guide for the same. >>>>>>> >>>>>>> >>>>>>> >>>>>>> -- >>>>>>> View this message in context: >>>>>>> http://requesttracker.8502.n7.nabble.com/setup-queue-for-particular-user-tp58182.html >>>>>>> Sent from the Request Tracker - User mailing list archive at >>>>>>> Nabble.com. >>>>>>> -- >>>>>>> RT Training - Boston, September 9-10 >>>>>>> http://bestpractical.com/training >>>>>>> >>>>>> >>>>>> >>>>> >>>>> >>>>> -- >>>>> Niraj M. Vara >>>>> Linux Administrator >>>>> Mavenvista Pvt. Ltd. >>>>> >>>>> >>>>> "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE MOON" >>>>> >>>> >>>> >>> >>> >>> -- >>> Niraj M. Vara >>> Linux Administrator >>> Mavenvista Pvt. Ltd. >>> >>> >>> "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE MOON" >>> >> >> > > > -- > Niraj M. Vara > Linux Administrator > Mavenvista Pvt. Ltd. > > > "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE MOON" > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Wed Aug 6 05:14:48 2014 From: alex at peters.net (Alex Peters) Date: Wed, 6 Aug 2014 19:14:48 +1000 Subject: [rt-users] Mailgate not working: Could not record email: Could not load a valid user In-Reply-To: References: Message-ID: The debug log is saying that "rt at gmail.com Subject: test" is not a valid email address. The line that you are using to send a test email appears to be missing a newline. Try this: (echo "From: rt at gmail.com" ; echo "Subject: test" ; echo ; echo "test") | /opt/rt/bin/rt-mailgate --queue General --action correspond --url http://my.company.com/rt --debug On 6 August 2014 17:43, Tek Bahadur Limbu wrote: > Dear all, > > I am very new to RT and just setup RT 4.2.6 on a Centos 6 VM machine which > has an old copy of Qmail running. Installation went fine and now I can > create Tickets and Reply to Tickets via the Web interface at: > http://my.company.com/rt/. > > However, I am having problems while trying to create Tickets via Email. > > While sending email via Mailgate using the command below: > > (echo from: rt at gmail.com Subject: test; echo; echo test) | > /opt/rt/bin/rt-mailgate --queue General --action correspond --url > http://my.company.com/rt --debug > > I see the following errors on the screen: > > /opt/rt/bin/rt-mailgate: temp file is '/tmp/yBDiQmLWn3/D5Z8PB7NBF' > /opt/rt/bin/rt-mailgate: connecting to > http://my.company.com/rt/REST/1.0/NoAuth/mail-gateway > not ok - Could not load a valid user > > In the rt.log, I see the following: > > [Wed Aug 6 07:27:53 2014] [debug]: Encode::Guess guessed encoding: ascii > (/opt/rt/sbin/../lib/RT/I18N.pm:595) > [Wed Aug 6 07:27:53 2014] [debug]: Encode::Guess guessed encoding: ascii > (/opt/rt/sbin/../lib/RT/I18N.pm:595) > [Wed Aug 6 07:27:53 2014] [error]: Unable to parse an email address from > rt at gmail.com Subject: test > : rt at gmail.com Subject: test > is not a valid email address (/opt/rt/sbin/../lib/RT/EmailParser.pm:540) > [Wed Aug 6 07:27:53 2014] [debug]: Converting 'ascii' to 'utf-8' for > text/plain - Subjectless message (/opt/rt/sbin/../lib/RT/I18N.pm:295) > [Wed Aug 6 07:27:53 2014] [warning]: Use of uninitialized value > $NewSubject in scalar chomp at /opt/rt/sbin/../lib/RT/Interface/Email.pm > line 1350. (/opt/rt/sbin/../lib/RT/Interface/Email.pm:1350) > [Wed Aug 6 07:27:53 2014] [error]: Couldn't parse or find sender's > address (/opt/rt/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:74) > [Wed Aug 6 07:27:53 2014] [error]: Could not record email: Could not load > a valid user (/opt/rt/share/html/REST/1.0/NoAuth/mail-gateway:75) > > I did some searches for this error which says there is some > mis-configuration in the Apache settings or not providing rights for > Everybody in the General Queue to create and reply to Tickets. I have tried > the help and solutions listed but still facing the same problem. > > I have also granted both Create and Reply rights to Everybody and > Unprivileged for the General Queue. > Regarding the Apache Web config, I have the following: > > AddDefaultCharset UTF-8 > Alias /rt/NoAuth/images /opt/rt/share/html/NoAuth/images/ > ScriptAlias /rt /opt/rt/sbin/rt-server.fcgi/ > > DocumentRoot "/opt/rt/share/html" > > Order allow,deny > Allow from all > Options +ExecCGI > AddHandler fcgid-script fcgi > > > > Regarding my RT_SiteConfig.pm configuration, it is listed as below: > > Set( $rtname, 'my.company.com'); > Set($WebPath, "/rt"); > 1; > > Set(@ReferrerWhitelist, qw(www.example.com:443 1.2.3.4:80 > my.company.com:80)); > Set($Organization, "my.company.com"); > Set($WebBaseURL, "http://my.company.com"); > Set($WebDomain, 'my.company.com'); > Set($CorrespondAddress, 'correspond at my.company.com'); > Set($CommentAddress, 'comment at my.company.com'); > Set($OwnerEmail, "admin at my.company.com"); > > Set($LogToSyslog , 'info'); > Set($LogToFile , 'debug'); #debug is very noisy > Set($LogDir, '/opt/rt/var/log'); > Set($LogToFileNamed , "rt.log"); #log to rt.log > > Set($WebRemoteUserAuth , 0); > Set($WebFallbackToRTLogin , 1); > Set($SenderMustExistInExternalDatabase , 0); > Set($AutoCreateNonExternalUsers , 1); > > > What could be the problem here? > Any help will be very much appreciated. > > > Thanks, > Best Regards, > Tek Limbu > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Wed Aug 6 05:20:58 2014 From: alex at peters.net (Alex Peters) Date: Wed, 6 Aug 2014 19:20:58 +1000 Subject: [rt-users] closing a ticket In-Reply-To: <53E1E16B.9000706@mhcsoftware.de> References: <53E1E16B.9000706@mhcsoftware.de> Message-ID: By default, RT_Config variable $NotifyActors is set to a false value, which means RT doesn't send mail to the person that initiated the action. If you're resolving a ticket and you're one of the requestors, you won't receive email in this scenario. If that's not the problem, is the relevant scrip applied to the correct queues? If that's not the problem, what does RT's debug log report when you resolve a ticket? The "on resolve" condition only matches when a ticket is set to "resolved." The "on close" condition matches when a ticket is set to an "inactive" status (which in a default RT configuration is "resolved" or "rejected"). On 6 August 2014 18:03, Matthias Henze wrote: > Hi, > > when I close a ticket no mail is sent out to the requestor. I've checked > that there is a scrip "On Resolve Notify Requestors" with the condition > "on resolve". This is the case after upgrading from 4.0.x to 4.3.x. How > to fix this? > > An other question: What is the difference between "on resolve" and "on > close" in the condition drop down field? > > TIA > Matthias > > > -- > > MHC SoftWare GmbH > Fichtera 17 > 96274 Itzgrund/Germany > > voice: +49-(0)9533-92006-0 > fax: +49-(0)9533-92006-6 > e-mail: info at mhcsoftware.de > > HR Coburg: B2242 > Gesch?ftsf?hrer: Matthias Henze > > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at mhcsoftware.de Wed Aug 6 05:51:38 2014 From: lists at mhcsoftware.de (Matthias Henze) Date: Wed, 06 Aug 2014 11:51:38 +0200 Subject: [rt-users] closing a ticket In-Reply-To: References: <53E1E16B.9000706@mhcsoftware.de> Message-ID: <53E1FAAA.2000207@mhcsoftware.de> Am 06.08.2014 11:20, schrieb Alex Peters: > By default, RT_Config variable $NotifyActors is set to a false value, > which means RT doesn't send mail to the person that initiated the > action. If you're resolving a ticket and you're one of the requestors, > you won't receive email in this scenario. When I set "$NotifyActors" to 1 the the staff person get a notification when he takes the ticket. The requestor does not get any auto generated message but the initial reply for the ticket. > If that's not the problem, is the relevant scrip applied to the correct > queues? When I look at the scrips for the queue I can see the scrip for notification on resolve. > If that's not the problem, what does RT's debug log report when you > resolve a ticket? RT logs when I resolve the ticket and set "Update Type" ot "Comments" and "Status" to "resolved", as I was used to with 4.0 where the requestor got notified that the ticket was closed : [23619] [Wed Aug 6 09:44:09 2014] [debug]: About to prepare scrips for transaction #11167 (/opt/rt4/sbin/../lib/RT/Transaction.pm:187) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Found 5 scrips for TransactionCreate stage with applicable type(s) Status for txn #11167 on ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:495) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #2 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:353) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #10 because it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #12 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:353) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #13 because it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361) [23619] [Wed Aug 6 09:44:09 2014] [debug]: About to commit scrips for transaction #11167 (/opt/rt4/sbin/../lib/RT/Transaction.pm:210) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Committing scrip #11 on txn #11167 of ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:306) [23619] [Wed Aug 6 09:44:09 2014] [warning]: Couldn't load object RT::Transaction #0 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3027) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Status for txn #11167 on ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:495) [23619] [Wed Aug 6 09:44:10 2014] [debug]: Rendering attachment #7820 of 'text/html' type (/opt/rt4/share/html/Elements/ShowTransactionAttachments:182) > > The "on resolve" condition only matches when a ticket is set to > "resolved." The "on close" condition matches when a ticket is set to an > "inactive" status (which in a default RT configuration is "resolved" or > "rejected"). > > > On 6 August 2014 18:03, Matthias Henze > wrote: > > Hi, > > when I close a ticket no mail is sent out to the requestor. I've checked > that there is a scrip "On Resolve Notify Requestors" with the condition > "on resolve". This is the case after upgrading from 4.0.x to 4.3.x. How > to fix this? > > An other question: What is the difference between "on resolve" and "on > close" in the condition drop down field? > > TIA > Matthias > > > -- > > MHC SoftWare GmbH > Fichtera 17 > 96274 Itzgrund/Germany > > voice: +49-(0)9533-92006-0 > fax: +49-(0)9533-92006-6 > e-mail: info at mhcsoftware.de > > HR Coburg: B2242 > Gesch?ftsf?hrer: Matthias Henze > > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > > -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: info at mhcsoftware.de HR Coburg: B2242 Gesch?ftsf?hrer: Matthias Henze From niraj.vara at gmail.com Wed Aug 6 06:47:39 2014 From: niraj.vara at gmail.com (niraj) Date: Wed, 6 Aug 2014 03:47:39 -0700 (PDT) Subject: [rt-users] setup queue for particular user In-Reply-To: References: <1407141328389-58182.post@n7.nabble.com> Message-ID: HI I have changed the browser google chrome 35. Now I am able to enter the group in text box but it has no effect and just drag the screen below only. attached the screenshot I have tried entering 2-3 group in text box but it drags down to the page only. On Wed, Aug 6, 2014 at 2:42 PM, Alex Peters [via RequestTracker] < ml-node+s8502n58222h37 at n7.nabble.com> wrote: > The page works as expected for me in Google Chrome, but looking at the > source for that component of the page, I'm somewhat surprised that it works > at all. > > The field is wrapped in an element. I think this explains the > behaviour that you're experiencing, and I think this might be an RT bug. > > Please consider using another browser as a workaround, and also letting > the list know what browser you used when you experienced this issue. > > > On 6 August 2014 16:56, niraj vara <[hidden email] > > wrote: > >> Hi >> >> In Here my RT system I was not able to do as you mention. >> not allow any add any group name to add. >> >> once the cursor click on that text box it will switch down to the >> >> Add rights for this group >> >> and not able to write any word there ?? >> >> I am not able to understand why this not allow to add any group name >> there in text box ??? >> >> >> >> >> >> >> On Wed, Aug 6, 2014 at 11:10 AM, Alex Peters <[hidden email] >> > wrote: >> >>> You need to enter the name of a group that you've already created, then >>> without pressing Enter, tick the appropriate rights, then press Save >>> Changes. >>> >>> >>> On 5 August 2014 23:48, niraj vara <[hidden email] >>> > wrote: >>> >>>> Hi Alex >>>> >>>> thank you for your response. >>>> >>>> >>>> 1. primary top menu > Admin > Queues > Select >>>> 2. select queue from list >>>> 3. secondary top menu > Group Rights/User Rights >>>> >>>> till that step is ok I select the Group Rights >>>> >>>> But when I try to enter any text on text box it will now allow to do >>>> that >>>> >>>> and when cursor go to the text box it will goes to the the following >>>> section only. >>>> Add rights for this group >>>> >>>> >>>> Where I can only select or deselect the check box oinly. >>>> >>>> Why this happened ??? and why not able to enter any text on text box ??? >>>> >>>> Please guide for the same. >>>> >>>> >>>> >>>> >>>> >>>> >>>> On Tue, Aug 5, 2014 at 6:21 PM, Alex Peters <[hidden email] >>>> > wrote: >>>> >>>>> As a super user: >>>>> >>>>> 1. primary top menu > Admin > Queues > Select >>>>> 2. select queue from list >>>>> 3. secondary top menu > Group Rights/User Rights >>>>> 4. enter the name of the user/group into the text box on the left >>>>> side >>>>> 5. tick the appropriate rights on the right side >>>>> >>>>> >>>>> >>>>> On 5 August 2014 22:37, niraj vara <[hidden email] >>>>> > wrote: >>>>> >>>>>> Hi Alex >>>>>> >>>>>> I have RT 4.2.1 and I went to the setting of queue but not >>>>>> found any option for User/Group. >>>>>> >>>>>> Can provide the exact sequence how to assign any User/Group to any >>>>>> queue. >>>>>> >>>>>> >>>>>> >>>>>> >>>>>> >>>>>> On Tue, Aug 5, 2014 at 9:43 AM, Alex Peters <[hidden email] >>>>>> > wrote: >>>>>> >>>>>>> To give a particular user/group access to a particular queue, go >>>>>>> into the settings for that queue and assign the appropriate rights for that >>>>>>> user/group. >>>>>>> >>>>>>> Then, to ensure that that user/group cannot access other queues, >>>>>>> remove the rights for those other queues. >>>>>>> >>>>>>> All users who can log into RT are part of the "Everyone" and >>>>>>> "Privileged" groups. To ensure that a particular user/group cannot access >>>>>>> one of your queues, you need to ensure that that queue is only accessible >>>>>>> to a specific other group, not Everyone or Privileged. >>>>>>> >>>>>>> >>>>>>> On 4 August 2014 18:35, niraj <[hidden email] >>>>>>> > wrote: >>>>>>> >>>>>>>> Hi >>>>>>>> >>>>>>>> I want to setup a queue for the particular User/Group. Means >>>>>>>> the any >>>>>>>> particular User/Group only have the access right for that >>>>>>>> particular queue >>>>>>>> only. >>>>>>>> >>>>>>>> And that User/Group will not able to view or create any >>>>>>>> ticket on >>>>>>>> other queue. >>>>>>>> >>>>>>>> How to achieve the same ?? Please guide for the same. >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> -- >>>>>>>> View this message in context: >>>>>>>> http://requesttracker.8502.n7.nabble.com/setup-queue-for-particular-user-tp58182.html >>>>>>>> Sent from the Request Tracker - User mailing list archive at >>>>>>>> Nabble.com. >>>>>>>> -- >>>>>>>> RT Training - Boston, September 9-10 >>>>>>>> http://bestpractical.com/training >>>>>>>> >>>>>>> >>>>>>> >>>>>> >>>>>> >>>>>> -- >>>>>> Niraj M. Vara >>>>>> Linux Administrator >>>>>> Mavenvista Pvt. Ltd. >>>>>> >>>>>> >>>>>> "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE MOON" >>>>>> >>>>> >>>>> >>>> >>>> >>>> -- >>>> Niraj M. Vara >>>> Linux Administrator >>>> Mavenvista Pvt. Ltd. >>>> >>>> >>>> "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE MOON" >>>> >>> >>> >> >> >> -- >> Niraj M. Vara >> Linux Administrator >> Mavenvista Pvt. Ltd. >> >> >> "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE MOON" >> > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > > ------------------------------ > If you reply to this email, your message will be added to the discussion > below: > > http://requesttracker.8502.n7.nabble.com/setup-queue-for-particular-user-tp58182p58222.html > To unsubscribe from setup queue for particular user, click here > > . > NAML > > -- Niraj M. Vara Linux Administrator Mavenvista Pvt. Ltd. "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE MOON" rt1.png (150K) rt2.png (137K) -- View this message in context: http://requesttracker.8502.n7.nabble.com/setup-queue-for-particular-user-tp58182p58226.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Wed Aug 6 07:41:19 2014 From: alex at peters.net (Alex Peters) Date: Wed, 6 Aug 2014 21:41:19 +1000 Subject: [rt-users] closing a ticket In-Reply-To: <53E1FAAA.2000207@mhcsoftware.de> References: <53E1E16B.9000706@mhcsoftware.de> <53E1FAAA.2000207@mhcsoftware.de> Message-ID: What's the numeric ID of the scrip responsible for emailing requestors when a ticket is resolved, and what is its configuration? On 6 August 2014 19:51, Matthias Henze wrote: > Am 06.08.2014 11:20, schrieb Alex Peters: > > By default, RT_Config variable $NotifyActors is set to a false value, > > which means RT doesn't send mail to the person that initiated the > > action. If you're resolving a ticket and you're one of the requestors, > > you won't receive email in this scenario. > > When I set "$NotifyActors" to 1 the the staff person get a notification > when he takes the ticket. The requestor does not get any auto generated > message but the initial reply for the ticket. > > > If that's not the problem, is the relevant scrip applied to the correct > > queues? > > When I look at the scrips for the queue I can see the scrip for > notification on resolve. > > > If that's not the problem, what does RT's debug log report when you > > resolve a ticket? > > RT logs when I resolve the ticket and set "Update Type" ot "Comments" > and "Status" to "resolved", as I was used to with 4.0 where the > requestor got notified that the ticket was closed : > > [23619] [Wed Aug 6 09:44:09 2014] [debug]: About to prepare scrips for > transaction #11167 (/opt/rt4/sbin/../lib/RT/Transaction.pm:187) > [23619] [Wed Aug 6 09:44:09 2014] [debug]: Found 5 scrips for > TransactionCreate stage with applicable type(s) Status for txn #11167 on > ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:495) > [23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #2 because it > isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:353) > [23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #10 because > it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361) > [23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #12 because > it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:353) > [23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #13 because > it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361) > [23619] [Wed Aug 6 09:44:09 2014] [debug]: About to commit scrips for > transaction #11167 (/opt/rt4/sbin/../lib/RT/Transaction.pm:210) > [23619] [Wed Aug 6 09:44:09 2014] [debug]: Committing scrip #11 on txn > #11167 of ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:306) > [23619] [Wed Aug 6 09:44:09 2014] [warning]: Couldn't load object > RT::Transaction #0 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3027) > [23619] [Wed Aug 6 09:44:09 2014] [debug]: Found 0 scrips for > TransactionBatch stage with applicable type(s) Status for txn #11167 on > ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:495) > [23619] [Wed Aug 6 09:44:10 2014] [debug]: Rendering attachment #7820 > of 'text/html' type > (/opt/rt4/share/html/Elements/ShowTransactionAttachments:182) > > > > > > The "on resolve" condition only matches when a ticket is set to > > "resolved." The "on close" condition matches when a ticket is set to an > > "inactive" status (which in a default RT configuration is "resolved" or > > "rejected"). > > > > > > On 6 August 2014 18:03, Matthias Henze > > wrote: > > > > Hi, > > > > when I close a ticket no mail is sent out to the requestor. I've > checked > > that there is a scrip "On Resolve Notify Requestors" with the > condition > > "on resolve". This is the case after upgrading from 4.0.x to 4.3.x. > How > > to fix this? > > > > An other question: What is the difference between "on resolve" and > "on > > close" in the condition drop down field? > > > > TIA > > Matthias > > > > > > -- > > > > MHC SoftWare GmbH > > Fichtera 17 > > 96274 Itzgrund/Germany > > > > voice: +49-(0)9533-92006-0 > > fax: +49-(0)9533-92006-6 > > e-mail: info at mhcsoftware.de > > > > HR Coburg: B2242 > > Gesch?ftsf?hrer: Matthias Henze > > > > > > > > -- > > RT Training - Boston, September 9-10 > > http://bestpractical.com/training > > > > > > > > -- > > MHC SoftWare GmbH > Fichtera 17 > 96274 Itzgrund/Germany > > voice: +49-(0)9533-92006-0 > fax: +49-(0)9533-92006-6 > e-mail: info at mhcsoftware.de > > HR Coburg: B2242 > Gesch?ftsf?hrer: Matthias Henze > > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Wed Aug 6 07:46:22 2014 From: alex at peters.net (Alex Peters) Date: Wed, 6 Aug 2014 21:46:22 +1000 Subject: [rt-users] setup queue for particular user In-Reply-To: References: <1407141328389-58182.post@n7.nabble.com> Message-ID: Something is wrong with your RT installation. It doesn't appear to be correctly serving some of the CSS/JavaScript files. The page should look more like the pages shown in the screenshots of this page: http://kb.mit.edu/confluence/display/istcontrib/Request+Tracker+watchers+and+permissions+explained Your next action should probably be to determine why this is happening. Looking at the RT debug log and web server access/error logs might assist. On 6 August 2014 20:47, niraj wrote: > HI > > I have changed the browser google chrome 35. Now I am able to enter > the group in text box but it has no effect and just drag the screen below > only. attached the screenshot > > I have tried entering 2-3 group in text box but it drags down to the page > only. > > > > > On Wed, Aug 6, 2014 at 2:42 PM, Alex Peters [via RequestTracker] <[hidden > email] > wrote: > >> The page works as expected for me in Google Chrome, but looking at the >> source for that component of the page, I'm somewhat surprised that it works >> at all. >> >> The field is wrapped in an element. I think this explains >> the behaviour that you're experiencing, and I think this might be an RT bug. >> >> Please consider using another browser as a workaround, and also letting >> the list know what browser you used when you experienced this issue. >> >> >> On 6 August 2014 16:56, niraj vara <[hidden email] >> > wrote: >> >>> Hi >>> >>> In Here my RT system I was not able to do as you mention. >>> not allow any add any group name to add. >>> >>> once the cursor click on that text box it will switch down to the >>> >>> Add rights for this group >>> >>> and not able to write any word there ?? >>> >>> I am not able to understand why this not allow to add any group name >>> there in text box ??? >>> >>> >>> >>> >>> >>> >>> On Wed, Aug 6, 2014 at 11:10 AM, Alex Peters <[hidden email] >>> > wrote: >>> >>>> You need to enter the name of a group that you've already created, then >>>> without pressing Enter, tick the appropriate rights, then press Save >>>> Changes. >>>> >>>> >>>> On 5 August 2014 23:48, niraj vara <[hidden email] >>>> > wrote: >>>> >>>>> Hi Alex >>>>> >>>>> thank you for your response. >>>>> >>>>> >>>>> 1. primary top menu > Admin > Queues > Select >>>>> 2. select queue from list >>>>> 3. secondary top menu > Group Rights/User Rights >>>>> >>>>> till that step is ok I select the Group Rights >>>>> >>>>> But when I try to enter any text on text box it will now allow to do >>>>> that >>>>> >>>>> and when cursor go to the text box it will goes to the the following >>>>> section only. >>>>> Add rights for this group >>>>> >>>>> >>>>> Where I can only select or deselect the check box oinly. >>>>> >>>>> Why this happened ??? and why not able to enter any text on text box >>>>> ??? >>>>> >>>>> Please guide for the same. >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> On Tue, Aug 5, 2014 at 6:21 PM, Alex Peters <[hidden email] >>>>> > wrote: >>>>> >>>>>> As a super user: >>>>>> >>>>>> 1. primary top menu > Admin > Queues > Select >>>>>> 2. select queue from list >>>>>> 3. secondary top menu > Group Rights/User Rights >>>>>> 4. enter the name of the user/group into the text box on the left >>>>>> side >>>>>> 5. tick the appropriate rights on the right side >>>>>> >>>>>> >>>>>> >>>>>> On 5 August 2014 22:37, niraj vara <[hidden email] >>>>>> > wrote: >>>>>> >>>>>>> Hi Alex >>>>>>> >>>>>>> I have RT 4.2.1 and I went to the setting of queue but not >>>>>>> found any option for User/Group. >>>>>>> >>>>>>> Can provide the exact sequence how to assign any User/Group to any >>>>>>> queue. >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> On Tue, Aug 5, 2014 at 9:43 AM, Alex Peters <[hidden email] >>>>>>> > wrote: >>>>>>> >>>>>>>> To give a particular user/group access to a particular queue, go >>>>>>>> into the settings for that queue and assign the appropriate rights for that >>>>>>>> user/group. >>>>>>>> >>>>>>>> Then, to ensure that that user/group cannot access other queues, >>>>>>>> remove the rights for those other queues. >>>>>>>> >>>>>>>> All users who can log into RT are part of the "Everyone" and >>>>>>>> "Privileged" groups. To ensure that a particular user/group cannot access >>>>>>>> one of your queues, you need to ensure that that queue is only accessible >>>>>>>> to a specific other group, not Everyone or Privileged. >>>>>>>> >>>>>>>> >>>>>>>> On 4 August 2014 18:35, niraj <[hidden email] >>>>>>>> > wrote: >>>>>>>> >>>>>>>>> Hi >>>>>>>>> >>>>>>>>> I want to setup a queue for the particular User/Group. Means >>>>>>>>> the any >>>>>>>>> particular User/Group only have the access right for that >>>>>>>>> particular queue >>>>>>>>> only. >>>>>>>>> >>>>>>>>> And that User/Group will not able to view or create any >>>>>>>>> ticket on >>>>>>>>> other queue. >>>>>>>>> >>>>>>>>> How to achieve the same ?? Please guide for the same. >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> -- >>>>>>>>> View this message in context: >>>>>>>>> http://requesttracker.8502.n7.nabble.com/setup-queue-for-particular-user-tp58182.html >>>>>>>>> Sent from the Request Tracker - User mailing list archive at >>>>>>>>> Nabble.com. >>>>>>>>> -- >>>>>>>>> RT Training - Boston, September 9-10 >>>>>>>>> http://bestpractical.com/training >>>>>>>>> >>>>>>>> >>>>>>>> >>>>>>> >>>>>>> >>>>>>> -- >>>>>>> Niraj M. Vara >>>>>>> Linux Administrator >>>>>>> Mavenvista Pvt. Ltd. >>>>>>> >>>>>>> >>>>>>> "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE >>>>>>> MOON" >>>>>>> >>>>>> >>>>>> >>>>> >>>>> >>>>> -- >>>>> Niraj M. Vara >>>>> Linux Administrator >>>>> Mavenvista Pvt. Ltd. >>>>> >>>>> >>>>> "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE MOON" >>>>> >>>> >>>> >>> >>> >>> -- >>> Niraj M. Vara >>> Linux Administrator >>> Mavenvista Pvt. Ltd. >>> >>> >>> "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE MOON" >>> >> >> >> -- >> RT Training - Boston, September 9-10 >> http://bestpractical.com/training >> >> ------------------------------ >> If you reply to this email, your message will be added to the >> discussion below: >> >> http://requesttracker.8502.n7.nabble.com/setup-queue-for-particular-user-tp58182p58222.html >> To unsubscribe from setup queue for particular user, click here. >> NAML >> >> > > > > -- > Niraj M. Vara > Linux Administrator > Mavenvista Pvt. Ltd. > > > "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE MOON" > > *rt1.png* (150K) Download Attachment > > *rt2.png* (137K) Download Attachment > > > ------------------------------ > View this message in context: Re: setup queue for particular user > > > Sent from the Request Tracker - User mailing list archive > > at Nabble.com. > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From joinajay1 at gmail.com Wed Aug 6 07:49:54 2014 From: joinajay1 at gmail.com (Ajay Kumar) Date: Wed, 6 Aug 2014 17:19:54 +0530 Subject: [rt-users] How to stop Spam mails at RT Message-ID: Dear All, We are using RT 4.2.1 with zimbra mail server and getting many spam mails in queues. Is there any way to stop spam mails so that false ticket may not be generated. Looking forward for your guidance please. Thanks in advance for help. Regards, Ajay -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Wed Aug 6 07:52:58 2014 From: alex at peters.net (Alex Peters) Date: Wed, 6 Aug 2014 21:52:58 +1000 Subject: [rt-users] How to stop Spam mails at RT In-Reply-To: References: Message-ID: To stop false tickets from being generated, you need to minimise the spam reaching RT in the first place. This is the job of the MTA (Zimbra in your case), and is therefore beyond the scope of this mailing list. A quick Google search for Zimbra and spam turned up this result: http://wiki.zimbra.com/wiki/Improving_Anti-spam_system I don't know whether or not this is useful in your case. On 6 August 2014 21:49, Ajay Kumar wrote: > Dear All, > We are using RT 4.2.1 with zimbra mail server and getting many spam mails > in queues. Is there any way to stop spam mails so that false ticket may not > be generated. Looking forward for your guidance please. > Thanks in advance for help. > Regards, > Ajay > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at mhcsoftware.de Wed Aug 6 08:07:14 2014 From: lists at mhcsoftware.de (Matthias Henze) Date: Wed, 06 Aug 2014 14:07:14 +0200 Subject: [rt-users] closing a ticket In-Reply-To: References: <53E1E16B.9000706@mhcsoftware.de> <53E1FAAA.2000207@mhcsoftware.de> Message-ID: <53E21A72.4010109@mhcsoftware.de> Am 06.08.2014 um 13:41 schrieb Alex Peters: > What's the numeric ID of the scrip responsible for emailing requestors > when a ticket is resolved, and what is its configuration? scrip #10 Description: On Resolve Notify Requestors Condition: On Reslove Action: Notify Requestor Template: Resolved Applies to: Global Enabled No "User Defined conditions and results" What I also miss is an option to just close a ticket (e.g. due to inactivtiy) without marking it as resoved. -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: info at mhcsoftware.de HR Coburg: B2242 Gesch?ftsf?hrer: Matthias Henze From alex at peters.net Wed Aug 6 08:52:13 2014 From: alex at peters.net (Alex Peters) Date: Wed, 6 Aug 2014 22:52:13 +1000 Subject: [rt-users] closing a ticket In-Reply-To: <53E21A72.4010109@mhcsoftware.de> References: <53E1E16B.9000706@mhcsoftware.de> <53E1FAAA.2000207@mhcsoftware.de> <53E21A72.4010109@mhcsoftware.de> Message-ID: Your previous log says this about scrip #10: [23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #10 because it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361) which means that the scrip is not running, which explains why requestors aren't receiving a "resolved" email. I don't understand why it's not running though, as the definition seems correct. Did you follow all of the upgrade steps as documented in the README, including running "make upgrade-database" or "rt-setup-database"? You can close tickets without marking them as resolved by setting their status to "rejected." On 6 August 2014 22:07, Matthias Henze wrote: > Am 06.08.2014 um 13:41 schrieb Alex Peters: > > What's the numeric ID of the scrip responsible for emailing requestors > > when a ticket is resolved, and what is its configuration? > > > scrip #10 > > Description: On Resolve Notify Requestors > > Condition: On Reslove > > Action: Notify Requestor > > Template: Resolved > > Applies to: Global > > Enabled > > No "User Defined conditions and results" > > > What I also miss is an option to just close a ticket (e.g. due to > inactivtiy) without marking it as resoved. > > > -- > > MHC SoftWare GmbH > Fichtera 17 > 96274 Itzgrund/Germany > > voice: +49-(0)9533-92006-0 > fax: +49-(0)9533-92006-6 > e-mail: info at mhcsoftware.de > > HR Coburg: B2242 > Gesch?ftsf?hrer: Matthias Henze > > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at mhcsoftware.de Wed Aug 6 09:01:29 2014 From: lists at mhcsoftware.de (Matthias Henze) Date: Wed, 06 Aug 2014 15:01:29 +0200 Subject: [rt-users] closing a ticket In-Reply-To: References: <53E1E16B.9000706@mhcsoftware.de> <53E1FAAA.2000207@mhcsoftware.de> <53E21A72.4010109@mhcsoftware.de> Message-ID: <53E22729.3020403@mhcsoftware.de> Am 06.08.2014 um 14:52 schrieb Alex Peters: > Did you follow all of the upgrade steps as documented in the README, > including running "make upgrade-database" or "rt-setup-database"? Well ... I think so ... at least the database is upgraded. -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: info at mhcsoftware.de HR Coburg: B2242 Gesch?ftsf?hrer: Matthias Henze From alex at peters.net Wed Aug 6 09:17:04 2014 From: alex at peters.net (Alex Peters) Date: Wed, 6 Aug 2014 23:17:04 +1000 Subject: [rt-users] closing a ticket In-Reply-To: <53E22729.3020403@mhcsoftware.de> References: <53E1E16B.9000706@mhcsoftware.de> <53E1FAAA.2000207@mhcsoftware.de> <53E21A72.4010109@mhcsoftware.de> <53E22729.3020403@mhcsoftware.de> Message-ID: A possible fix is to delete that scrip and recreate it, but I'm not sure what else to do. If that doesn't fix it, perhaps the "on resolve" definition in your database is somehow corrupted. You could possibly use the rt-setup-database script to re-apply the "initialdata." On 6 August 2014 23:01, Matthias Henze wrote: > Am 06.08.2014 um 14:52 schrieb Alex Peters: > > Did you follow all of the upgrade steps as documented in the README, > > including running "make upgrade-database" or "rt-setup-database"? > > Well ... I think so ... at least the database is upgraded. > > > -- > > MHC SoftWare GmbH > Fichtera 17 > 96274 Itzgrund/Germany > > voice: +49-(0)9533-92006-0 > fax: +49-(0)9533-92006-6 > e-mail: info at mhcsoftware.de > > HR Coburg: B2242 > Gesch?ftsf?hrer: Matthias Henze > > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From niraj.vara at gmail.com Wed Aug 6 09:33:49 2014 From: niraj.vara at gmail.com (niraj) Date: Wed, 6 Aug 2014 06:33:49 -0700 (PDT) Subject: [rt-users] setup queue for particular user In-Reply-To: References: <1407141328389-58182.post@n7.nabble.com> Message-ID: Hi Tnks I also think that there might be some problem in loading some files. I need to check the log. On Wed, Aug 6, 2014 at 5:17 PM, Alex Peters [via RequestTracker] < ml-node+s8502n58228h23 at n7.nabble.com> wrote: > Something is wrong with your RT installation. It doesn't appear to be > correctly serving some of the CSS/JavaScript files. The page should look > more like the pages shown in the screenshots of this page: > > > http://kb.mit.edu/confluence/display/istcontrib/Request+Tracker+watchers+and+permissions+explained > > Your next action should probably be to determine why this is happening. > Looking at the RT debug log and web server access/error logs might assist. > > > On 6 August 2014 20:47, niraj <[hidden email] > > wrote: > >> HI >> >> I have changed the browser google chrome 35. Now I am able to enter >> the group in text box but it has no effect and just drag the screen below >> only. attached the screenshot >> >> I have tried entering 2-3 group in text box but it drags down to the page >> only. >> >> >> >> >> On Wed, Aug 6, 2014 at 2:42 PM, Alex Peters [via RequestTracker] <[hidden >> email] > wrote: >> >>> The page works as expected for me in Google Chrome, but looking at the >>> source for that component of the page, I'm somewhat surprised that it works >>> at all. >>> >>> The field is wrapped in an element. I think this explains >>> the behaviour that you're experiencing, and I think this might be an RT bug. >>> >>> Please consider using another browser as a workaround, and also letting >>> the list know what browser you used when you experienced this issue. >>> >>> >>> On 6 August 2014 16:56, niraj vara <[hidden email] >>> > wrote: >>> >>>> Hi >>>> >>>> In Here my RT system I was not able to do as you mention. >>>> not allow any add any group name to add. >>>> >>>> once the cursor click on that text box it will switch down to the >>>> >>>> Add rights for this group >>>> >>>> and not able to write any word there ?? >>>> >>>> I am not able to understand why this not allow to add any group name >>>> there in text box ??? >>>> >>>> >>>> >>>> >>>> >>>> >>>> On Wed, Aug 6, 2014 at 11:10 AM, Alex Peters <[hidden email] >>>> > wrote: >>>> >>>>> You need to enter the name of a group that you've already created, >>>>> then without pressing Enter, tick the appropriate rights, then press Save >>>>> Changes. >>>>> >>>>> >>>>> On 5 August 2014 23:48, niraj vara <[hidden email] >>>>> > wrote: >>>>> >>>>>> Hi Alex >>>>>> >>>>>> thank you for your response. >>>>>> >>>>>> >>>>>> 1. primary top menu > Admin > Queues > Select >>>>>> 2. select queue from list >>>>>> 3. secondary top menu > Group Rights/User Rights >>>>>> >>>>>> till that step is ok I select the Group Rights >>>>>> >>>>>> But when I try to enter any text on text box it will now allow to do >>>>>> that >>>>>> >>>>>> and when cursor go to the text box it will goes to the the following >>>>>> section only. >>>>>> Add rights for this group >>>>>> >>>>>> >>>>>> Where I can only select or deselect the check box oinly. >>>>>> >>>>>> Why this happened ??? and why not able to enter any text on text box >>>>>> ??? >>>>>> >>>>>> Please guide for the same. >>>>>> >>>>>> >>>>>> >>>>>> >>>>>> >>>>>> >>>>>> On Tue, Aug 5, 2014 at 6:21 PM, Alex Peters <[hidden email] >>>>>> > wrote: >>>>>> >>>>>>> As a super user: >>>>>>> >>>>>>> 1. primary top menu > Admin > Queues > Select >>>>>>> 2. select queue from list >>>>>>> 3. secondary top menu > Group Rights/User Rights >>>>>>> 4. enter the name of the user/group into the text box on the >>>>>>> left side >>>>>>> 5. tick the appropriate rights on the right side >>>>>>> >>>>>>> >>>>>>> >>>>>>> On 5 August 2014 22:37, niraj vara <[hidden email] >>>>>>> > wrote: >>>>>>> >>>>>>>> Hi Alex >>>>>>>> >>>>>>>> I have RT 4.2.1 and I went to the setting of queue but >>>>>>>> not found any option for User/Group. >>>>>>>> >>>>>>>> Can provide the exact sequence how to assign any User/Group to any >>>>>>>> queue. >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> On Tue, Aug 5, 2014 at 9:43 AM, Alex Peters <[hidden email] >>>>>>>> > wrote: >>>>>>>> >>>>>>>>> To give a particular user/group access to a particular queue, go >>>>>>>>> into the settings for that queue and assign the appropriate rights for that >>>>>>>>> user/group. >>>>>>>>> >>>>>>>>> Then, to ensure that that user/group cannot access other queues, >>>>>>>>> remove the rights for those other queues. >>>>>>>>> >>>>>>>>> All users who can log into RT are part of the "Everyone" and >>>>>>>>> "Privileged" groups. To ensure that a particular user/group cannot access >>>>>>>>> one of your queues, you need to ensure that that queue is only accessible >>>>>>>>> to a specific other group, not Everyone or Privileged. >>>>>>>>> >>>>>>>>> >>>>>>>>> On 4 August 2014 18:35, niraj <[hidden email] >>>>>>>>> > wrote: >>>>>>>>> >>>>>>>>>> Hi >>>>>>>>>> >>>>>>>>>> I want to setup a queue for the particular User/Group. Means >>>>>>>>>> the any >>>>>>>>>> particular User/Group only have the access right for that >>>>>>>>>> particular queue >>>>>>>>>> only. >>>>>>>>>> >>>>>>>>>> And that User/Group will not able to view or create any >>>>>>>>>> ticket on >>>>>>>>>> other queue. >>>>>>>>>> >>>>>>>>>> How to achieve the same ?? Please guide for the same. >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> -- >>>>>>>>>> View this message in context: >>>>>>>>>> http://requesttracker.8502.n7.nabble.com/setup-queue-for-particular-user-tp58182.html >>>>>>>>>> Sent from the Request Tracker - User mailing list archive at >>>>>>>>>> Nabble.com. >>>>>>>>>> -- >>>>>>>>>> RT Training - Boston, September 9-10 >>>>>>>>>> http://bestpractical.com/training >>>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> -- >>>>>>>> Niraj M. Vara >>>>>>>> Linux Administrator >>>>>>>> Mavenvista Pvt. Ltd. >>>>>>>> >>>>>>>> >>>>>>>> "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE >>>>>>>> MOON" >>>>>>>> >>>>>>> >>>>>>> >>>>>> >>>>>> >>>>>> -- >>>>>> Niraj M. Vara >>>>>> Linux Administrator >>>>>> Mavenvista Pvt. Ltd. >>>>>> >>>>>> >>>>>> "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE MOON" >>>>>> >>>>> >>>>> >>>> >>>> >>>> -- >>>> Niraj M. Vara >>>> Linux Administrator >>>> Mavenvista Pvt. Ltd. >>>> >>>> >>>> "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE MOON" >>>> >>> >>> >>> -- >>> RT Training - Boston, September 9-10 >>> http://bestpractical.com/training >>> >>> ------------------------------ >>> If you reply to this email, your message will be added to the >>> discussion below: >>> >>> http://requesttracker.8502.n7.nabble.com/setup-queue-for-particular-user-tp58182p58222.html >>> To unsubscribe from setup queue for particular user, click here. >>> NAML >>> >>> >> >> >> >> -- >> Niraj M. Vara >> Linux Administrator >> Mavenvista Pvt. Ltd. >> >> >> "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE MOON" >> >> *rt1.png* (150K) Download Attachment >> >> *rt2.png* (137K) Download Attachment >> >> >> ------------------------------ >> View this message in context: Re: setup queue for particular user >> >> >> Sent from the Request Tracker - User mailing list archive >> >> at Nabble.com. >> >> -- >> RT Training - Boston, September 9-10 >> http://bestpractical.com/training >> > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > > ------------------------------ > If you reply to this email, your message will be added to the discussion > below: > > http://requesttracker.8502.n7.nabble.com/setup-queue-for-particular-user-tp58182p58228.html > To unsubscribe from setup queue for particular user, click here > > . > NAML > > -- Niraj M. Vara Linux Administrator Mavenvista Pvt. Ltd. "DON'T TELL ME THE SKY IS THE LIMIT, THERE ARE FOOTPRINTS ON THE MOON" -- View this message in context: http://requesttracker.8502.n7.nabble.com/setup-queue-for-particular-user-tp58182p58235.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jfioravanti at primax.us Wed Aug 6 10:11:53 2014 From: jfioravanti at primax.us (jfioravanti) Date: Wed, 6 Aug 2014 07:11:53 -0700 (PDT) Subject: [rt-users] User cannot enter text in the reply or comment area In-Reply-To: <1407245135914-58213.post@n7.nabble.com> References: <1407245135914-58213.post@n7.nabble.com> Message-ID: <1407334313405-58236.post@n7.nabble.com> Got it resolved myself. RT 4.08 will not function properly with IE 10, so we rolled him back to IE 9 and he was again able to add comments or reply to tickets. -- View this message in context: http://requesttracker.8502.n7.nabble.com/User-cannot-enter-text-in-the-reply-or-comment-area-tp58213p58236.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From g.mason at fairfx.com Wed Aug 6 12:00:55 2014 From: g.mason at fairfx.com (saxmad) Date: Wed, 6 Aug 2014 09:00:55 -0700 (PDT) Subject: [rt-users] rt4-fcgi processes are dying after some debian package updates In-Reply-To: <20140805132704.GA1991@aart.rice.edu> References: <1407244396289-58212.post@n7.nabble.com> <20140805132704.GA1991@aart.rice.edu> Message-ID: <1407340855482-58237.post@n7.nabble.com> I've turned up the logging in both RT and nginx to debug level but still nothing to see that indicates why these fcgi processes are quietly dying. So having looked back at my original installation process, I came across the DBD::Pg module. At the time, I had installed the latest version, which I am still running, which is 2.19.3. I notice that this is now two years old and a number of versions behind, including a major release point. Reading up on what this module hooks in to, it seems to be heavily related to the libpq packages that I updated. So, before I go ahead and update the CPAN module for DBD::Pg, anyone have any thoughts/opinions on whether this is a possible suspect for my issues? Thanks, Gary -- View this message in context: http://requesttracker.8502.n7.nabble.com/rt4-fcgi-processes-are-dying-after-some-debian-package-updates-tp58212p58237.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alexmv at bestpractical.com Wed Aug 6 12:21:29 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 06 Aug 2014 12:21:29 -0400 Subject: [rt-users] rt4-fcgi processes are dying after some debian package updates In-Reply-To: <1407340855482-58237.post@n7.nabble.com> References: <1407244396289-58212.post@n7.nabble.com> <20140805132704.GA1991@aart.rice.edu> <1407340855482-58237.post@n7.nabble.com> Message-ID: <53E25609.3010009@bestpractical.com> On 08/06/2014 12:00 PM, saxmad wrote: > So, before I go ahead and update the CPAN module for DBD::Pg, anyone have > any thoughts/opinions on whether this is a possible suspect for my issues? It's possible, though it would surprise me slightly. The only thing to note is that DBD::Pg 3.3.0 is incompatible with all current releases of RT, due to changes in how it handles UTF-8 data -- non-ASCII data will be corrupted when inserted into the database. If you upgrade, 3.2.1 is the latest safe version. - Alex From g.mason at fairfx.com Wed Aug 6 12:38:30 2014 From: g.mason at fairfx.com (saxmad) Date: Wed, 6 Aug 2014 09:38:30 -0700 (PDT) Subject: [rt-users] rt4-fcgi processes are dying after some debian package updates In-Reply-To: <53E25609.3010009@bestpractical.com> References: <1407244396289-58212.post@n7.nabble.com> <20140805132704.GA1991@aart.rice.edu> <1407340855482-58237.post@n7.nabble.com> <53E25609.3010009@bestpractical.com> Message-ID: <1407343110240-58239.post@n7.nabble.com> Thanks for that info Alex. I'm on RT release 4.0.7 (form the Debian backports repo), with no imminent upgrade in mind, so that should be fine. -- View this message in context: http://requesttracker.8502.n7.nabble.com/rt4-fcgi-processes-are-dying-after-some-debian-package-updates-tp58212p58239.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alexmv at bestpractical.com Wed Aug 6 12:43:35 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 06 Aug 2014 12:43:35 -0400 Subject: [rt-users] rt4-fcgi processes are dying after some debian package updates In-Reply-To: <1407343110240-58239.post@n7.nabble.com> References: <1407244396289-58212.post@n7.nabble.com> <20140805132704.GA1991@aart.rice.edu> <1407340855482-58237.post@n7.nabble.com> <53E25609.3010009@bestpractical.com> <1407343110240-58239.post@n7.nabble.com> Message-ID: <53E25B37.8010706@bestpractical.com> On 08/06/2014 12:38 PM, saxmad wrote: > I'm on RT release 4.0.7 (form the Debian backports repo), with no imminent > upgrade in mind, so that should be fine. No, it shouldn't be; re-read my message. DBD::Pg 3.3.0 breaks _all_ versions of RT. You _will_ have data corruption if you install DBD::Pg on your version of RT. - Alex From falcone at bestpractical.com Wed Aug 6 12:45:43 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Aug 2014 12:45:43 -0400 Subject: [rt-users] User cannot enter text in the reply or comment area In-Reply-To: <1407334313405-58236.post@n7.nabble.com> References: <1407245135914-58213.post@n7.nabble.com> <1407334313405-58236.post@n7.nabble.com> Message-ID: <20140806164543.GQ2988@jibsheet.com> On Wed, Aug 06, 2014 at 07:11:53AM -0700, jfioravanti wrote: > Got it resolved myself. RT 4.08 will not function properly with IE 10, so we > rolled him back to IE 9 and he was again able to add comments or reply to > tickets. Glad that this was the correct answer (as I guessed when replying to the original question on 8/1). http://lists.bestpractical.com/pipermail/rt-users/2014-August/084180.html -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From mikemol at gmail.com Wed Aug 6 12:46:17 2014 From: mikemol at gmail.com (Michael Mol) Date: Wed, 6 Aug 2014 12:46:17 -0400 Subject: [rt-users] Couldn't compile CustomCommitCode codeblock ... panic: sv_setpvn called with negative strlen -2 at /usr/share/perl5/Devel/StackTrace.pm line 53. Message-ID: First attempt at writing an RT scrip, and I'm getting a compile error I can't easily identify as a problem with my code. Googling around finds "sv_setpvn called with negative strlen -2" in multiple results, but none of them in StackTrace.pm, mostly a lot of stuff surrounding Unicode. Purpose of the snippet is to take some automated messages sent by HP hardware monitoring tools and give the ticket something informational in the subject. Help? Error message: Couldn't compile CustomCommitCode codeblock '# Find the message from transactionobj->content # Set the subject to the message by using ticketobj->SetSubject my $body = $self->TransactionObj->Content; open my $fh '<', \$body or return 0; my $trapID = <$fh>; chomp $trapID; <$fh>; my $messageLine = <$fh>; chomp $messageLine; $self->TicketObj->SetSubject("$trapID -- $messageLine); close $fh;': panic: sv_setpvn called with negative strlen -2 at /usr/share/perl5/Devel/StackTrace.pm line 53. Platform: Ubuntu 14.04, all updates applied. Code snippet in question: ## Begin code snippet # Find the message from transactionobj->content # Set the subject to the message by using ticketobj->SetSubject my $body = $self->TransactionObj->Content; open my $fh '<', \$body or return 0; my $trapID = <$fh>; chomp $trapID; <$fh>; my $messageLine = <$fh>; chomp $messageLine; $self->TicketObj->SetSubject("$trapID -- $messageLine); close $fh; ## End code snippet -- :wq From falcone at bestpractical.com Wed Aug 6 12:48:07 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Aug 2014 12:48:07 -0400 Subject: [rt-users] RT-Mailgate timeout error after upgrade to 4.2.6 In-Reply-To: References: <20140804151433.GO2988@jibsheet.com> Message-ID: <20140806164807.GR2988@jibsheet.com> On Mon, Aug 04, 2014 at 08:29:02PM +0000, Richards, Matthew E ERDC-RDE-CERL-IL wrote: > 443 is listening on localhost. As you suggested, we tried curl from > the localhost with both the FQDN and localhost URLs. We had limited > success (without any message content), but it still fails with rt- > mailgate. I suspect we need some content to test it further with curl. > Do you have a sample curl command line with post params for testing? Just run rt-mailgate by hand, handing it a correctly formatted message and the --debug setting. If it works sporadically, you have some serious problem with your webserver config. If you're going to the localhost, I'm not actually sure why you're involving SSL, but that's a separate issue. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Aug 6 12:50:03 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Aug 2014 12:50:03 -0400 Subject: [rt-users] Coredumps, traceback, etc : 4.2.6 and RT-Authen-ExternalAuth In-Reply-To: <53DFB7B6.5060705@kickflop.net> References: <53DBE72C.1070509@kickflop.net> <20140804145022.GF2988@jibsheet.com> <53DFB7B6.5060705@kickflop.net> Message-ID: <20140806165003.GS2988@jibsheet.com> On Mon, Aug 04, 2014 at 12:41:26PM -0400, Jeff Blaine wrote: > I just mean that RT-Authen-ExternalAuth is requiring a specific CPAN > version of Net-SSLeay and that RHEL perl-Net-SSLeay-1.35-9 may include > that same "actually required" functionality (given the backporting RH > often does for security fixes, etc). > > I am not suggesting with that explanation that RT or the extension > should care or try to cater to various distros' packaging+patching > workflows. I'm just explaining what I meant by "strict". I assumed this is what you meant, but I don't see that: https://metacpan.org/source/FALCONE/RT-Authen-ExternalAuth-0.21/Makefile.PL#L12 that means 'any version please, if you answer yes'. It's possible that some module we rely on requires a version of Net::SSLeay but it isn't us. As discussed later in the thread, I suspect your issue stems from mixing ssl libraries, probably from a package upgrade elsewhere on the system. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Aug 6 12:52:00 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Aug 2014 12:52:00 -0400 Subject: [rt-users] RT 4.2.x + Ubuntu 14.04: package backport? native install? etc In-Reply-To: <53DFF045.3000300@hydrostarr.com> References: <53DBA3EE.8090909@hydrostarr.com> <20140804151205.GN2988@jibsheet.com> <53DFF045.3000300@hydrostarr.com> Message-ID: <20140806165200.GT2988@jibsheet.com> On Mon, Aug 04, 2014 at 03:42:45PM -0500, hydrostarr wrote: > Thanks Kevin. I built + installed RT 4.2.6 from source on Ubuntu 14.04 and, > in short: it basically just worked. No reliance on Ubuntu > 'request-tracker' package. Good show. I've never experienced a perl-based > system to be installed so easily, but maybe I've been jaded from installing > things like Bugzilla and others many (many) moons ago. Further, you provide > an Apache-independent web server, for (at least) sanity-check testing. I'm glad it went smoothly. The perl webserver can probably serve small sites fine (as long as you don't want SSL). It's primary use is development and the test suite. I did notice one problem > run("./configure --with-db-type=SQLite") SQLite is not a production database, there really isn't a tested way to move to Postgres or MySQL or Oracle once you decide to go live. I suggest picking a real database to start. Search for SQLite here for more. http://bestpractical.com/docs/rt/latest/README.html -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Aug 6 12:53:59 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Aug 2014 12:53:59 -0400 Subject: [rt-users] Unprivileged users - Edit ticket/Sign up as CC In-Reply-To: <0CE56AE307C0BC4B950BF05F3759DF4314F07E1F@MailStore2010.ogp.qvii.com> References: <0CE56AE307C0BC4B950BF05F3759DF4314F0624D@MailStore2010.ogp.qvii.com> <0CE56AE307C0BC4B950BF05F3759DF4314F07E1F@MailStore2010.ogp.qvii.com> Message-ID: <20140806165359.GU2988@jibsheet.com> On Tue, Aug 05, 2014 at 11:35:43AM +0000, Cena, Stephen (ext. 300) wrote: > > I'm still not seeing what I'm missing. I have a group called "End Users" I put all my clients into. One user, Test User, is in "End Users" but has had Privileged removed, Unprivileged has not been explicitly set either. The permissions on each queue for "End Users" are: CreateTicket, ReplyToTicket, Watch, SeeCustomField, SeeQueue, Showticket, ModifyCustomField and ModifyTicket. > > When I submit a ticket with this user and then go to the ticket all they can do is Reply/Comment. Does Unprivileged need to be set? I must be overlooking something but I'm just not seeing it. Thanks! I have no idea what "Unprivileged has not been explicitly set" means. You're either Privileged or Unprivileged. There is no other state a user can be in. You also say you grant ModifyTicket to everyone in the group? On what, the global or a queue? That means anyone can edit any ticket... Let's back up, you appear to have permissions that are too wide, yet you claim to not be able to edit the ticket. Maybe you misunderstand how ticket editing works in the self service UI? What do you expect, what do you see. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Aug 6 12:55:30 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Aug 2014 12:55:30 -0400 Subject: [rt-users] An Approval Queue Problem In-Reply-To: <1407316161970-58221.post@n7.nabble.com> References: <1407316161970-58221.post@n7.nabble.com> Message-ID: <20140806165530.GV2988@jibsheet.com> On Wed, Aug 06, 2014 at 02:09:22AM -0700, AJ wrote: > I have created a queue called "ReviewApproval" with the "approval" Lifecycle. > I use it in tandem with the built-in "___Approvals" queue. > > Both queues share nearly identical response templates (The in-built > "___Approvals" queue needs no scrips. "ReviewApproval" has custom scrips to > mirror the "___Approvals" behaviour). > > How can I mimic the "___Approvals" response behaviour? Unfortunately, not all of the logic on ___Approvals is in Scrips. Some of it is in Rules, and you'll need to apply those Rules to your other Queue too. lib/RT/Approval.pm has the relevant place to start chasing code. It is my hope that code will be gone in 4.4 since it's awful and horrid. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From jfioravanti at primax.us Wed Aug 6 13:00:54 2014 From: jfioravanti at primax.us (Jeff Fioravanti) Date: Wed, 6 Aug 2014 13:00:54 -0400 Subject: [rt-users] User cannot enter text in the reply or comment area In-Reply-To: <20140806164543.GQ2988@jibsheet.com> References: <1407245135914-58213.post@n7.nabble.com> <1407334313405-58236.post@n7.nabble.com> <20140806164543.GQ2988@jibsheet.com> Message-ID: <04bc01cfb197$fc2bf130$f483d390$@us> Hi Kevin, Your reply never made it to my inbox? Anyway, thanks for the reply. It is appreciated. Jeff Fioravanti Desktop Support Analyst jfioravanti at primax.us P 781-756-8247 (direct) | Fax 781-246-5609 516 Edgewater Dr., Wakefield, MA 01880 ? www.primax.us Confidentiality Statement This e-mail and any attachments are for use by the intended recipient only and may contain information that is privileged, confidential or exempt from disclosure under applicable law. If you are not the intended recipient any disclosure, distribution or other use of this content is prohibited. If you received this e-mail in error, please immediately notify the sender and delete -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, August 06, 2014 12:46 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] User cannot enter text in the reply or comment area On Wed, Aug 06, 2014 at 07:11:53AM -0700, jfioravanti wrote: > Got it resolved myself. RT 4.08 will not function properly with IE 10, > so we rolled him back to IE 9 and he was again able to add comments or > reply to tickets. Glad that this was the correct answer (as I guessed when replying to the original question on 8/1). http://lists.bestpractical.com/pipermail/rt-users/2014-August/084180.html -kevin From falcone at bestpractical.com Wed Aug 6 13:01:41 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Aug 2014 13:01:41 -0400 Subject: [rt-users] closing a ticket In-Reply-To: <53E22729.3020403@mhcsoftware.de> References: <53E1E16B.9000706@mhcsoftware.de> <53E1FAAA.2000207@mhcsoftware.de> <53E21A72.4010109@mhcsoftware.de> <53E22729.3020403@mhcsoftware.de> Message-ID: <20140806170141.GW2988@jibsheet.com> On Wed, Aug 06, 2014 at 03:01:29PM +0200, Matthias Henze wrote: > Am 06.08.2014 um 14:52 schrieb Alex Peters: > > Did you follow all of the upgrade steps as documented in the README, > > including running "make upgrade-database" or "rt-setup-database"? > > Well ... I think so ... at least the database is upgraded. The only real reason that On Resolve Notify Requestors can fail to prepare is that the Template fails to parse. Check that a) Nobody has a blank Queue Level template called Resolved which would disable outgoing mail (common trick on older RTs that have been upgraded). b) The Resolved template exists and is valid (try editing and saving it) -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Aug 6 13:04:44 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Aug 2014 13:04:44 -0400 Subject: [rt-users] Couldn't compile CustomCommitCode codeblock ... panic: sv_setpvn called with negative strlen -2 at /usr/share/perl5/Devel/StackTrace.pm line 53. In-Reply-To: References: Message-ID: <20140806170444.GX2988@jibsheet.com> On Wed, Aug 06, 2014 at 12:46:17PM -0400, Michael Mol wrote: > First attempt at writing an RT scrip, and I'm getting a compile error > I can't easily identify as a problem with my code. Googling around > finds "sv_setpvn called with negative strlen -2" in multiple results, > but none of them in StackTrace.pm, mostly a lot of stuff surrounding > Unicode. You've panic'ed perl. I assume you're on mod_perl. > ## Begin code snippet > # Find the message from transactionobj->content > # Set the subject to the message by using ticketobj->SetSubject > > my $body = $self->TransactionObj->Content; > > open my $fh '<', \$body or return 0; > > my $trapID = <$fh>; chomp $trapID; > <$fh>; > my $messageLine = <$fh>; chomp $messageLine; > > $self->TicketObj->SetSubject("$trapID -- $messageLine); > > close $fh; Why are you turning a perfectly good string into a file handle just to read three lines? Split it on newlines or write a regexp. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From lists at mhcsoftware.de Wed Aug 6 13:12:07 2014 From: lists at mhcsoftware.de (Matthias Henze) Date: Wed, 06 Aug 2014 19:12:07 +0200 Subject: [rt-users] closing a ticket In-Reply-To: <20140806170141.GW2988@jibsheet.com> References: <53E1E16B.9000706@mhcsoftware.de> <53E1FAAA.2000207@mhcsoftware.de> <53E21A72.4010109@mhcsoftware.de> <53E22729.3020403@mhcsoftware.de> <20140806170141.GW2988@jibsheet.com> Message-ID: <53E261E7.2030802@mhcsoftware.de> Thanks! Found the problem. The template was name - for what reason ever - with my username instead of "Resolved". I renamed it to "Resolved" and every thing works as expected. Thanks again! Am 06.08.2014 um 19:01 schrieb Kevin Falcone: > On Wed, Aug 06, 2014 at 03:01:29PM +0200, Matthias Henze wrote: >> Am 06.08.2014 um 14:52 schrieb Alex Peters: >>> Did you follow all of the upgrade steps as documented in the README, >>> including running "make upgrade-database" or "rt-setup-database"? >> >> Well ... I think so ... at least the database is upgraded. > > The only real reason that On Resolve Notify Requestors can fail to > prepare is that the Template fails to parse. > > Check that > a) > Nobody has a blank Queue Level template called Resolved which would > disable outgoing mail (common trick on older RTs that have been > upgraded). > b) > The Resolved template exists and is valid (try editing and saving it) -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: info at mhcsoftware.de HR Coburg: B2242 Gesch?ftsf?hrer: Matthias Henze From falcone at bestpractical.com Wed Aug 6 13:27:37 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 6 Aug 2014 13:27:37 -0400 Subject: [rt-users] closing a ticket In-Reply-To: <53E261E7.2030802@mhcsoftware.de> References: <53E1E16B.9000706@mhcsoftware.de> <53E1FAAA.2000207@mhcsoftware.de> <53E21A72.4010109@mhcsoftware.de> <53E22729.3020403@mhcsoftware.de> <20140806170141.GW2988@jibsheet.com> <53E261E7.2030802@mhcsoftware.de> Message-ID: <20140806172737.GY2988@jibsheet.com> On Wed, Aug 06, 2014 at 07:12:07PM +0200, Matthias Henze wrote: > > Thanks! Found the problem. The template was name - for what reason ever > - with my username instead of "Resolved". I renamed it to "Resolved" and > every thing works as expected. Thanks again! Ok, great. This points to needing a much better error message there. -kevin > Am 06.08.2014 um 19:01 schrieb Kevin Falcone: > > On Wed, Aug 06, 2014 at 03:01:29PM +0200, Matthias Henze wrote: > >> Am 06.08.2014 um 14:52 schrieb Alex Peters: > >>> Did you follow all of the upgrade steps as documented in the README, > >>> including running "make upgrade-database" or "rt-setup-database"? > >> > >> Well ... I think so ... at least the database is upgraded. > > > > The only real reason that On Resolve Notify Requestors can fail to > > prepare is that the Template fails to parse. > > > > Check that > > a) > > Nobody has a blank Queue Level template called Resolved which would > > disable outgoing mail (common trick on older RTs that have been > > upgraded). > > b) > > The Resolved template exists and is valid (try editing and saving it) > > > > -- > > MHC SoftWare GmbH > Fichtera 17 > 96274 Itzgrund/Germany > > voice: +49-(0)9533-92006-0 > fax: +49-(0)9533-92006-6 > e-mail: info at mhcsoftware.de > > HR Coburg: B2242 > Gesch?ftsf?hrer: Matthias Henze > > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From mikemol at gmail.com Wed Aug 6 14:13:33 2014 From: mikemol at gmail.com (Michael Mol) Date: Wed, 6 Aug 2014 14:13:33 -0400 Subject: [rt-users] Couldn't compile CustomCommitCode codeblock ... panic: sv_setpvn called with negative strlen -2 at /usr/share/perl5/Devel/StackTrace.pm line 53. In-Reply-To: <20140806170444.GX2988@jibsheet.com> References: <20140806170444.GX2988@jibsheet.com> Message-ID: On Wed, Aug 6, 2014 at 1:04 PM, Kevin Falcone wrote: > On Wed, Aug 06, 2014 at 12:46:17PM -0400, Michael Mol wrote: >> First attempt at writing an RT scrip, and I'm getting a compile error >> I can't easily identify as a problem with my code. Googling around >> finds "sv_setpvn called with negative strlen -2" in multiple results, >> but none of them in StackTrace.pm, mostly a lot of stuff surrounding >> Unicode. > > You've panic'ed perl. > > I assume you're on mod_perl. I take that as an instruction to switch away from mod_perl. OK, fine. > >> ## Begin code snippet >> # Find the message from transactionobj->content >> # Set the subject to the message by using ticketobj->SetSubject >> >> my $body = $self->TransactionObj->Content; >> >> open my $fh '<', \$body or return 0; >> >> my $trapID = <$fh>; chomp $trapID; >> <$fh>; >> my $messageLine = <$fh>; chomp $messageLine; >> >> $self->TicketObj->SetSubject("$trapID -- $messageLine); >> >> close $fh; > > Why are you turning a perfectly good string into a file handle just to > read three lines? Well, frankly, I only want lines 1 and 3, and don't care about line 2. And I haven't written any perl code in about six years. I remembered the <> mechanism for reading lines, and that was simple enough. > Split it on newlines or write a regexp. Is there a significant efficiency benefit, or is it a particular question of idiomatic or stylistic code? -- :wq From mikemol at gmail.com Wed Aug 6 14:39:06 2014 From: mikemol at gmail.com (Michael Mol) Date: Wed, 6 Aug 2014 14:39:06 -0400 Subject: [rt-users] Couldn't compile CustomCommitCode codeblock ... panic: sv_setpvn called with negative strlen -2 at /usr/share/perl5/Devel/StackTrace.pm line 53. In-Reply-To: References: <20140806170444.GX2988@jibsheet.com> Message-ID: On Wed, Aug 6, 2014 at 2:13 PM, Michael Mol wrote: > On Wed, Aug 6, 2014 at 1:04 PM, Kevin Falcone wrote: >> On Wed, Aug 06, 2014 at 12:46:17PM -0400, Michael Mol wrote: >>> First attempt at writing an RT scrip, and I'm getting a compile error >>> I can't easily identify as a problem with my code. Googling around >>> finds "sv_setpvn called with negative strlen -2" in multiple results, >>> but none of them in StackTrace.pm, mostly a lot of stuff surrounding >>> Unicode. >> >> You've panic'ed perl. >> >> I assume you're on mod_perl. > > I take that as an instruction to switch away from mod_perl. OK, fine. I've switched to fcgid, even ensured mod_perl was not being loaded by apache. No change in error message. > >> >>> ## Begin code snippet >>> # Find the message from transactionobj->content >>> # Set the subject to the message by using ticketobj->SetSubject >>> >>> my $body = $self->TransactionObj->Content; >>> >>> open my $fh '<', \$body or return 0; >>> >>> my $trapID = <$fh>; chomp $trapID; >>> <$fh>; >>> my $messageLine = <$fh>; chomp $messageLine; >>> >>> $self->TicketObj->SetSubject("$trapID -- $messageLine); >>> >>> close $fh; >> >> Why are you turning a perfectly good string into a file handle just to >> read three lines? > > Well, frankly, I only want lines 1 and 3, and don't care about line 2. > And I haven't written any perl code in about six years. I remembered > the <> mechanism for reading lines, and that was simple enough. > >> Split it on newlines or write a regexp. > > Is there a significant efficiency benefit, or is it a particular > question of idiomatic or stylistic code? Code snippet is now: ### Begin snippet # Find the message from transactionobj->content # Set the subject to the message by using ticketobj->SetSubject my $body = $self->TransactionObj->Content; my @lines = split(m/\n/, $body); my $trapID = $lines[0]; my $message = $lines[2]; $self->TicketObj->SetSubject("$trapID -- $message); ### End snippet No change in error message. (Whether using mod_perl or mod_fcgid.) (Code is still readable, and more compact, so I suppose that's nice.) -- :wq From bbaker at copesan.com Wed Aug 6 16:15:08 2014 From: bbaker at copesan.com (Bryon Baker) Date: Wed, 6 Aug 2014 20:15:08 +0000 Subject: [rt-users] Autoforwarding tickets Message-ID: <156c2de424f646078b4f4b96e71f285d@BLUPR05MB788.namprd05.prod.outlook.com> Hello all I would like to do this process differently. Here is what I am doing on RT version 4.2.3. A ticket comes in RT queries an external system to determine if the ticket should be auto forwarded. If the foreign system return yes to auto forward a CF is set for where the ticket should be forwarded. I have written scrips to auto forward this ticket by changing the requestor. What I would like to change is to forward the ticket without changing the requestor. So I need to be able to change the forward address from the requestor to a CF value on the fly. Now the questions. Can this be done? If so, where should this be done? In the template? If so how? 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" -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Wed Aug 6 16:16:03 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 06 Aug 2014 16:16:03 -0400 Subject: [rt-users] Couldn't compile CustomCommitCode codeblock ... panic: sv_setpvn called with negative strlen -2 at /usr/share/perl5/Devel/StackTrace.pm line 53. In-Reply-To: References: <20140806170444.GX2988@jibsheet.com> Message-ID: <53E28D03.1080209@bestpractical.com> On 08/06/2014 02:39 PM, Michael Mol wrote: > Code snippet is now: > > ### Begin snippet > # Find the message from transactionobj->content > # Set the subject to the message by using ticketobj->SetSubject > > my $body = $self->TransactionObj->Content; > my @lines = split(m/\n/, $body); > my $trapID = $lines[0]; > my $message = $lines[2]; > > $self->TicketObj->SetSubject("$trapID -- $message); > ### End snippet You're missing a closing double-quote on the last line. If that's the problem, it's quite impressive that managed set panic perl -- can you show the output of `perl -V` ? - Alex From mikemol at gmail.com Wed Aug 6 16:28:23 2014 From: mikemol at gmail.com (Michael Mol) Date: Wed, 6 Aug 2014 16:28:23 -0400 Subject: [rt-users] Couldn't compile CustomCommitCode codeblock ... panic: sv_setpvn called with negative strlen -2 at /usr/share/perl5/Devel/StackTrace.pm line 53. In-Reply-To: <53E28D03.1080209@bestpractical.com> References: <20140806170444.GX2988@jibsheet.com> <53E28D03.1080209@bestpractical.com> Message-ID: On Wed, Aug 6, 2014 at 4:16 PM, Alex Vandiver wrote: > On 08/06/2014 02:39 PM, Michael Mol wrote: >> Code snippet is now: >> >> ### Begin snippet >> # Find the message from transactionobj->content >> # Set the subject to the message by using ticketobj->SetSubject >> >> my $body = $self->TransactionObj->Content; >> my @lines = split(m/\n/, $body); >> my $trapID = $lines[0]; >> my $message = $lines[2]; >> >> $self->TicketObj->SetSubject("$trapID -- $message); >> ### End snippet > > You're missing a closing double-quote on the last line. If that's the > problem, it's quite impressive that managed set panic perl -- can you > show the output of `perl -V` ? Well, for the love of...that fixed it. (And cripes, how did I miss that?) Anyway, thanks a ton; I was about to file a bug report on Launchpad. I *hate* filing on Launchpad... $ perl -V Summary of my perl5 (revision 5 version 18 subversion 2) configuration: Platform: osname=linux, osvers=3.2.0-58-generic, archname=x86_64-linux-gnu-thread-multi uname='linux brownie 3.2.0-58-generic #88-ubuntu smp tue dec 3 17:37:58 utc 2013 x86_64 x86_64 x86_64 gnulinux ' config_args='-Dusethreads -Duselargefiles -Dccflags=-DDEBIAN -D_FORTIFY_SOURCE=2 -g -O2 -fstack-protector --param=ssp-buffer-size=4 -Wformat -Werror=format-security -Dldflags= -Wl,-Bsymbolic-functions -Wl,-z,relro -Dlddlflags=-shared -Wl,-Bsymbolic-functions -Wl,-z,relro -Dcccdlflags=-fPIC -Darchname=x86_64-linux-gnu -Dprefix=/usr -Dprivlib=/usr/share/perl/5.18 -Darchlib=/usr/lib/perl/5.18 -Dvendorprefix=/usr -Dvendorlib=/usr/share/perl5 -Dvendorarch=/usr/lib/perl5 -Dsiteprefix=/usr/local -Dsitelib=/usr/local/share/perl/5.18.2 -Dsitearch=/usr/local/lib/perl/5.18.2 -Dman1dir=/usr/share/man/man1 -Dman3dir=/usr/share/man/man3 -Dsiteman1dir=/usr/local/man/man1 -Dsiteman3dir=/usr/local/man/man3 -Duse64bitint -Dman1ext=1 -Dman3ext=3perl -Dpager=/usr/bin/sensible-pager -Uafs -Ud_csh -Ud_ualarm -Uusesfio -Uusenm -Ui_libutil -Uversiononly -DDEBUGGING=-g -Doptimize=-O2 -Duseshrplib -Dlibperl=libperl.so.5.18.2 -des' hint=recommended, useposix=true, d_sigaction=define useithreads=define, usemultiplicity=define useperlio=define, d_sfio=undef, uselargefiles=define, usesocks=undef use64bitint=define, use64bitall=define, uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='cc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DDEBIAN -fstack-protector -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64', optimize='-O2 -g', cppflags='-D_REENTRANT -D_GNU_SOURCE -DDEBIAN -fstack-protector -fno-strict-aliasing -pipe -I/usr/local/include' ccversion='', gccversion='4.8.2', gccosandvers='' intsize=4, longsize=8, ptrsize=8, doublesize=8, byteorder=12345678 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=16 ivtype='long', ivsize=8, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=8, prototype=define Linker and Libraries: ld='cc', ldflags =' -fstack-protector -L/usr/local/lib' libpth=/usr/local/lib /lib/x86_64-linux-gnu /lib/../lib /usr/lib/x86_64-linux-gnu /usr/lib/../lib /lib /usr/lib libs=-lgdbm -lgdbm_compat -ldb -ldl -lm -lpthread -lc -lcrypt perllibs=-ldl -lm -lpthread -lc -lcrypt libc=, so=so, useshrplib=true, libperl=libperl.so.5.18.2 gnulibc_version='2.19' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E' cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib -fstack-protector' Characteristics of this binary (from libperl): Compile-time options: HAS_TIMES MULTIPLICITY PERLIO_LAYERS PERL_DONT_CREATE_GVSV PERL_HASH_FUNC_ONE_AT_A_TIME_HARD PERL_IMPLICIT_CONTEXT PERL_MALLOC_WRAP PERL_PRESERVE_IVUV PERL_SAWAMPERSAND USE_64_BIT_ALL USE_64_BIT_INT USE_ITHREADS USE_LARGE_FILES USE_LOCALE USE_LOCALE_COLLATE USE_LOCALE_CTYPE USE_LOCALE_NUMERIC USE_PERLIO USE_PERL_ATOF USE_REENTRANT_API Locally applied patches: DEBPKG:debian/cpan_definstalldirs - Provide a sensible INSTALLDIRS default for modules installed from CPAN. DEBPKG:debian/db_file_ver - http://bugs.debian.org/340047 Remove overly restrictive DB_File version check. DEBPKG:debian/doc_info - Replace generic man(1) instructions with Debian-specific information. DEBPKG:debian/enc2xs_inc - http://bugs.debian.org/290336 Tweak enc2xs to follow symlinks and ignore missing @INC directories. DEBPKG:debian/errno_ver - http://bugs.debian.org/343351 Remove Errno version check due to upgrade problems with long-running processes. DEBPKG:debian/libperl_embed_doc - http://bugs.debian.org/186778 Note that libperl-dev package is required for embedded linking DEBPKG:fixes/respect_umask - Respect umask during installation DEBPKG:debian/writable_site_dirs - Set umask approproately for site install directories DEBPKG:debian/extutils_set_libperl_path - EU:MM: Set location of libperl.a to /usr/lib DEBPKG:debian/no_packlist_perllocal - Don't install .packlist or perllocal.pod for perl or vendor DEBPKG:debian/prefix_changes - Fiddle with *PREFIX and variables written to the makefile DEBPKG:debian/fakeroot - Postpone LD_LIBRARY_PATH evaluation to the binary targets. DEBPKG:debian/instmodsh_doc - Debian policy doesn't install .packlist files for core or vendor. DEBPKG:debian/ld_run_path - Remove standard libs from LD_RUN_PATH as per Debian policy. DEBPKG:debian/libnet_config_path - Set location of libnet.cfg to /etc/perl/Net as /usr may not be writable. DEBPKG:debian/mod_paths - Tweak @INC ordering for Debian DEBPKG:debian/module_build_man_extensions - http://bugs.debian.org/479460 Adjust Module::Build manual page extensions for the Debian Perl policy DEBPKG:debian/prune_libs - http://bugs.debian.org/128355 Prune the list of libraries wanted to what we actually need. DEBPKG:fixes/net_smtp_docs - [rt.cpan.org #36038] http://bugs.debian.org/100195 Document the Net::SMTP 'Port' option DEBPKG:debian/perlivp - http://bugs.debian.org/510895 Make perlivp skip include directories in /usr/local DEBPKG:debian/cpanplus_definstalldirs - http://bugs.debian.org/533707 Configure CPANPLUS to use the site directories by default. DEBPKG:debian/cpanplus_config_path - Save local versions of CPANPLUS::Config::System into /etc/perl. DEBPKG:debian/deprecate-with-apt - http://bugs.debian.org/702096 Point users to Debian packages of deprecated core modules DEBPKG:debian/squelch-locale-warnings - http://bugs.debian.org/508764 Squelch locale warnings in Debian package maintainer scripts DEBPKG:debian/skip-upstream-git-tests - Skip tests specific to the upstream Git repository DEBPKG:debian/patchlevel - http://bugs.debian.org/567489 List packaged patches for 5.18.2-2ubuntu1 in patchlevel.h DEBPKG:debian/skip-kfreebsd-crash - http://bugs.debian.org/628493 [perl #96272] Skip a crashing test case in t/op/threads.t on GNU/kFreeBSD DEBPKG:fixes/document_makemaker_ccflags - http://bugs.debian.org/628522 [rt.cpan.org #68613] Document that CCFLAGS should include $Config{ccflags} DEBPKG:debian/find_html2text - http://bugs.debian.org/640479 Configure CPAN::Distribution with correct name of html2text DEBPKG:debian/hurd_test_skip_stack - http://bugs.debian.org/650175 Disable failing GNU/Hurd tests dist/threads/t/stack.t DEBPKG:fixes/manpage_name_Test-Harness - http://bugs.debian.org/650451 [rt.cpan.org #73399] cpan/Test-Harness: add NAME headings in modules with POD DEBPKG:debian/makemaker-pasthru - http://bugs.debian.org/660195 [rt.cpan.org #28632] Make EU::MM pass LD through to recursive Makefile.PL invocations DEBPKG:debian/perl5db-x-terminal-emulator.patch - http://bugs.debian.org/668490 Invoke x-terminal-emulator rather than xterm in perl5db.pl DEBPKG:debian/cpan-missing-site-dirs - http://bugs.debian.org/688842 Fix CPAN::FirstTime defaults with nonexisting site dirs if a parent is writable DEBPKG:fixes/memoize_storable_nstore - [rt.cpan.org #77790] http://bugs.debian.org/587650 Memoize::Storable: respect 'nstore' option not respected DEBPKG:fixes/net_ftp_failed_command - [rt.cpan.org #37700] http://bugs.debian.org/491062 Net::FTP: cope gracefully with a failed command DEBPKG:fixes/perlbug-patchlist - [3541c11] http://bugs.debian.org/710842 [perl #118433] Make perlbug look up the list of local patches at run time DEBPKG:fixes/module_metadata_security_doc - [68cdd4b] CVE-2013-1437 documentation fix DEBPKG:fixes/module_metadata_taint_fix - [bff978f] http://bugs.debian.org/722210 [rt.cpan.org #88576] untaint version, if needed, in Module::Metadata DEBPKG:fixes/IPC-SysV-spelling - http://bugs.debian.org/730558 [rt.cpan.org #86736] Fix spelling of IPC_CREAT in IPC-SysV documentation DEBPKG:fixes/fix-undef-source - Built under linux Compiled at Mar 27 2014 18:30:28 @INC: /etc/perl /usr/local/lib/perl/5.18.2 /usr/local/share/perl/5.18.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.18 /usr/share/perl/5.18 /usr/local/lib/site_perl . -- :wq From jblaine at kickflop.net Wed Aug 6 16:34:20 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Wed, 06 Aug 2014 16:34:20 -0400 Subject: [rt-users] Some users being forced to reauthenticate more often than others Message-ID: <53E2914C.3080209@kickflop.net> RT 4.2.5 We're trying to track down an issue where some users are being forced to reauthenticate to RT 3-4 times per day while others aren't. This RT instance is using the builtin authentication targeting the 'rt4' database. Our session-cleaning cron job is as follows 0 * * * * /apps/rt4/sbin/rt-clean-sessions --older 2D Any suggested paths to start down would be welcome. What might cause this? From SJC at qvii.com Wed Aug 6 16:51:06 2014 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Wed, 6 Aug 2014 20:51:06 +0000 Subject: [rt-users] Unprivileged users - Edit ticket/Sign up as CC In-Reply-To: References: Message-ID: <0CE56AE307C0BC4B950BF05F3759DF4314F08664@MailStore2010.ogp.qvii.com> Message: 10 Date: Wed, 6 Aug 2014 12:53:59 -0400 From: Kevin Falcone To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Unprivileged users - Edit ticket/Sign up as CC Message-ID: <20140806165359.GU2988 at jibsheet.com> Content-Type: text/plain; charset="us-ascii" Kevin - What I mean is there are three check boxes: Everyone, Privileged, and Unprivileged. There are no checks in any box. Yes, my permissions are a bit too wide but it's because I'm tryign to debug the Self Service window. What I'm after is if you are the Requestor of the ticket, you should be able to reply, change state (close, open, etc), and files, and add people. If you got included by the Requestor as a CC, then the rest of the editing should kick for you as well. Right now, my single Unprivileged user creates a ticket, but is only abble to Reply/Comment and that's all. On Tue, Aug 05, 2014 at 11:35:43AM +0000, Cena, Stephen (ext. 300) wrote: > > I'm still not seeing what I'm missing. I have a group called "End Users" I put all my clients into. One user, Test User, is in "End Users" but has had Privileged removed, Unprivileged has not been explicitly set either. The permissions on each queue for "End Users" are: CreateTicket, ReplyToTicket, Watch, SeeCustomField, SeeQueue, Showticket, ModifyCustomField and ModifyTicket. > > When I submit a ticket with this user and then go to the ticket all they can do is Reply/Comment. Does Unprivileged need to be set? I must be overlooking something but I'm just not seeing it. Thanks! I have no idea what "Unprivileged has not been explicitly set" means. You're either Privileged or Unprivileged. There is no other state a user can be in. You also say you grant ModifyTicket to everyone in the group? On what, the global or a queue? That means anyone can edit any ticket... Let's back up, you appear to have permissions that are too wide, yet you claim to not be able to edit the ticket. Maybe you misunderstand how ticket editing works in the self service UI? What do you expect, what do you see. -kevin Stephen J. Cena Supervisor/Systems Administrator - MIS/IT Dept Quality Vision International 850 Hudson Ave Rochester,NY 14620 Phone: 585-544-0450 x300 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Please report email problems to: postmaster at qvii.com QVII MIS/IT Dept - We do what we must because we can. "Thank you for helping us help you help us all." * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * From matthew.e.richards at erdc.dren.mil Wed Aug 6 17:44:40 2014 From: matthew.e.richards at erdc.dren.mil (Richards, Matthew E ERDC-RDE-CERL-IL) Date: Wed, 6 Aug 2014 21:44:40 +0000 Subject: [rt-users] RT-Mailgate timeout error after upgrade to 4.2.6 Message-ID: > If you're going to the localhost, I'm not actually sure why you're > involving SSL, but that's a separate issue. Actually, that was the issue. You're right, there's no need to use SSL with localhost. We have a rewrite from 80 to 443 for all interfaces and it always forces us to use https. I guess we could have created a non-SSL site just for localhost. The DoD has its own root CA that we added in a ca_file, but I think it's very slow and was causing the timeouts. I changed the rt-mailgate get_useragent to "$ua->ssl_opts(SSL_verify_mode => 'SSL_VERIFY_NONE');" and that solved the issue. It's a temporary fix until we create a locahost:80 binding. I don't like maintaining custom source. Thanks for all the help. Matt From bbaker at copesan.com Wed Aug 6 18:01:30 2014 From: bbaker at copesan.com (Bryon Baker) Date: Wed, 6 Aug 2014 22:01:30 +0000 Subject: [rt-users] Autoforwarding tickets In-Reply-To: <156c2de424f646078b4f4b96e71f285d@BLUPR05MB788.namprd05.prod.outlook.com> References: <156c2de424f646078b4f4b96e71f285d@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: Update I change the behavior to use the Admincc this is working great for me. Thanks all 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: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Wednesday, August 06, 2014 3:15 PM To: RT Users (rt-users at lists.bestpractical.com) Subject: [rt-users] Autoforwarding tickets Hello all I would like to do this process differently. Here is what I am doing on RT version 4.2.3. A ticket comes in RT queries an external system to determine if the ticket should be auto forwarded. If the foreign system return yes to auto forward a CF is set for where the ticket should be forwarded. I have written scrips to auto forward this ticket by changing the requestor. What I would like to change is to forward the ticket without changing the requestor. So I need to be able to change the forward address from the requestor to a CF value on the fly. Now the questions. Can this be done? If so, where should this be done? In the template? If so how? 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" -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron.mccarthy at southwestern.ie Thu Aug 7 04:24:52 2014 From: aaron.mccarthy at southwestern.ie (AJ) Date: Thu, 7 Aug 2014 01:24:52 -0700 (PDT) Subject: [rt-users] An Approval Queue Problem In-Reply-To: <20140806165530.GV2988@jibsheet.com> References: <1407316161970-58221.post@n7.nabble.com> <20140806165530.GV2988@jibsheet.com> Message-ID: <1407399892169-58262.post@n7.nabble.com> Hi Kevin, I managed to mirror the behaviour of the approvals queue by doing exactly what you said. You are right though, it is awful and horrid. Thankfully there is a workaround. Thank you -- View this message in context: http://requesttracker.8502.n7.nabble.com/An-Approval-Queue-Problem-tp58221p58262.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From mikemol at gmail.com Thu Aug 7 08:52:51 2014 From: mikemol at gmail.com (Michael Mol) Date: Thu, 7 Aug 2014 08:52:51 -0400 Subject: [rt-users] Change ticket subject before first outgoing correspondence. Message-ID: So I have a scrip which runs at at the TransactionCreate stage for a queue, checks the subject and the body, and then rewrites the subject to something informative. It works; when I look at the ticket for inbound emails matching the condition, the subject is precisely what I want it to be. Except that the first outgoing email is sent before the subject is rewritten; in my inbox, the message still reflects the original title. This happens whether I put my scrip's action code in the prepare or cleanup stages. >From an external perspective, this is what the sequence looks like: 1. RT receives an email with a subject of "Foo" and a body of "Bar\nBaz" 2. RT sends me an email with a subject of "[queuename #999] Foo" and a boxy including "Bar\nBaz" 3. I look at queuename #999, and I see a ticket with subject of Bar -- Baz. While what I *want* to happen is: 1. RT receives an email with a subject of "Foo" and a body of "Bar\nBaz" 2. RT sends me an email with a subject of "queuename #999] Bar -- Baz" 3. I look at queuename #999, and I see a ticket with a subject of Bar -- Baz. How do I get that first email to reflect the desired ticket subject? -- :wq From alex at peters.net Thu Aug 7 10:55:20 2014 From: alex at peters.net (Alex Peters) Date: Fri, 8 Aug 2014 00:55:20 +1000 Subject: [rt-users] Change ticket subject before first outgoing correspondence. In-Reply-To: References: Message-ID: You can adjust the order in which scrips run by moving them up and down in the list. I'm guessing that both scrips have the "on create" condition. Simply swap their order on the queue's Scrips page (or the global one if necessary), and I believe everything should work as you expect. On 7 August 2014 22:52, Michael Mol wrote: > So I have a scrip which runs at at the TransactionCreate stage for a > queue, checks the subject and the body, and then rewrites the subject > to something informative. > > It works; when I look at the ticket for inbound emails matching the > condition, the subject is precisely what I want it to be. > > Except that the first outgoing email is sent before the subject is > rewritten; in my inbox, the message still reflects the original title. > This happens whether I put my scrip's action code in the prepare or > cleanup stages. > > From an external perspective, this is what the sequence looks like: > > 1. RT receives an email with a subject of "Foo" and a body of "Bar\nBaz" > 2. RT sends me an email with a subject of "[queuename #999] Foo" and a > boxy including "Bar\nBaz" > 3. I look at queuename #999, and I see a ticket with subject of Bar -- Baz. > > While what I *want* to happen is: > > 1. RT receives an email with a subject of "Foo" and a body of "Bar\nBaz" > 2. RT sends me an email with a subject of "queuename #999] Bar -- Baz" > 3. I look at queuename #999, and I see a ticket with a subject of Bar -- > Baz. > > How do I get that first email to reflect the desired ticket subject? > > -- > :wq > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Thu Aug 7 11:00:16 2014 From: alex at peters.net (Alex Peters) Date: Fri, 8 Aug 2014 01:00:16 +1000 Subject: [rt-users] Change ticket subject before first outgoing correspondence. In-Reply-To: References: Message-ID: Actually, I'm second-guessing my (untested) advice now because I suspect that both scrips would run on the initial transaction?that is, the emailing scrip might not necessarily pick up on the subject change because that would be a different transaction. I wonder whether both moving the subject-renaming scrip to execute first, *and* modifying the emailing scrip to run at the "batch" stage might solve your problem. On 8 August 2014 00:55, Alex Peters wrote: > You can adjust the order in which scrips run by moving them up and down in > the list. > > I'm guessing that both scrips have the "on create" condition. Simply swap > their order on the queue's Scrips page (or the global one if necessary), > and I believe everything should work as you expect. > > > On 7 August 2014 22:52, Michael Mol wrote: > >> So I have a scrip which runs at at the TransactionCreate stage for a >> queue, checks the subject and the body, and then rewrites the subject >> to something informative. >> >> It works; when I look at the ticket for inbound emails matching the >> condition, the subject is precisely what I want it to be. >> >> Except that the first outgoing email is sent before the subject is >> rewritten; in my inbox, the message still reflects the original title. >> This happens whether I put my scrip's action code in the prepare or >> cleanup stages. >> >> From an external perspective, this is what the sequence looks like: >> >> 1. RT receives an email with a subject of "Foo" and a body of "Bar\nBaz" >> 2. RT sends me an email with a subject of "[queuename #999] Foo" and a >> boxy including "Bar\nBaz" >> 3. I look at queuename #999, and I see a ticket with subject of Bar -- >> Baz. >> >> While what I *want* to happen is: >> >> 1. RT receives an email with a subject of "Foo" and a body of "Bar\nBaz" >> 2. RT sends me an email with a subject of "queuename #999] Bar -- Baz" >> 3. I look at queuename #999, and I see a ticket with a subject of Bar -- >> Baz. >> >> How do I get that first email to reflect the desired ticket subject? >> >> -- >> :wq >> -- >> RT Training - Boston, September 9-10 >> http://bestpractical.com/training >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Aug 7 12:39:07 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 7 Aug 2014 12:39:07 -0400 Subject: [rt-users] Change ticket subject before first outgoing correspondence. In-Reply-To: References: Message-ID: <20140807163907.GZ2988@jibsheet.com> On Fri, Aug 08, 2014 at 01:00:16AM +1000, Alex Peters wrote: > I wonder whether both moving the subject-renaming scrip to execute first, and > ?modifying the emailing scrip to run at the "batch" stage might solve your > problem. While it's possible to alter the Autoreply template to fetch the newer subject, making the On Create Autoreply to Requestors Scrip be in the Batch stage is the easier and correct solution. Batch scrips are executed after all other Scrips, so ordering them is irrelevant. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From mikemol at gmail.com Thu Aug 7 14:00:01 2014 From: mikemol at gmail.com (Michael Mol) Date: Thu, 7 Aug 2014 14:00:01 -0400 Subject: [rt-users] Change ticket subject before first outgoing correspondence. In-Reply-To: <20140807163907.GZ2988@jibsheet.com> References: <20140807163907.GZ2988@jibsheet.com> Message-ID: On Thu, Aug 7, 2014 at 12:39 PM, Kevin Falcone wrote: > On Fri, Aug 08, 2014 at 01:00:16AM +1000, Alex Peters wrote: >> I wonder whether both moving the subject-renaming scrip to execute first, and >> modifying the emailing scrip to run at the "batch" stage might solve your >> problem. > > While it's possible to alter the Autoreply template to fetch the newer > subject, making the On Create Autoreply to Requestors Scrip be in the > Batch stage is the easier and correct solution. > > Batch scrips are executed after all other Scrips, so ordering them is > irrelevant. I don't have an On Create Autoreply to Requestors scrip. I think I deleted it early, early on in this install since root at somebox doesn't need a reply when some cron job or management agent generates an email from that address. I did go through and set *every* scrip with a Notify action to run during the TransactionBatch stage, but that had no effect. (Setting them to Disabled does result in my not receiving an email; I'm on the AdminCC for all created tickets). I tried some things in response to Alex's emails, and replied, but didn't realize those weren't going to the list. I'll reproduce that (or the gist of it) below: * Scrip re-ordering appears to be a feature of the 4.2 line of RT. I'm running the vendor packages of RT 4 on Ubuntu 14.04. * I looked into upgrading, but I did not find any repositories making backported packages available to 14.04. Pity; I selected 14.04 so I wouldn't have to override the system as often. * Even though I can't reorder scrips, I can create disable global scrips and create local scrips with the same name, resulting in a higher ID number (and theoretically later execution). However, this has no apparent effect, regardless of whether I run the overriding Notify scrips in the TransactionCreate or TransactionBatch stages. I'm beginning to wonder if I need to set something beyond just the ticket subject in my scrip. The scrip doing the work in question will look familiar: ### Begin snippet # Find the message from transactionobj->content # Set the subject to the message by using ticketobj->SetSubject my $body = $self->TransactionObj->Content; my @lines = split(m/\n/, $body); my $trapID = $lines[0]; my $message = $lines[2]; $RT::Logger->warn("Setting RT ticket subject: " . "$trapID -- $message"); $self->TicketObj->SetSubject("$trapID -- $message"); ### End snippet My last option appears to be to write a template that duplicates the above logic in the template itself, which feels dirty, and looks worse... -- :wq From mikemol at gmail.com Thu Aug 7 14:29:28 2014 From: mikemol at gmail.com (Michael Mol) Date: Thu, 7 Aug 2014 14:29:28 -0400 Subject: [rt-users] Change ticket subject before first outgoing correspondence. In-Reply-To: References: <20140807163907.GZ2988@jibsheet.com> Message-ID: On Thu, Aug 7, 2014 at 2:00 PM, Michael Mol wrote: [snip] > ### Begin snippet > # Find the message from transactionobj->content > # Set the subject to the message by using ticketobj->SetSubject > > my $body = $self->TransactionObj->Content; > my @lines = split(m/\n/, $body); > my $trapID = $lines[0]; > my $message = $lines[2]; > > $RT::Logger->warn("Setting RT ticket subject: " . "$trapID -- $message"); > > $self->TicketObj->SetSubject("$trapID -- $message"); > ### End snippet > > My last option appears to be to write a template that duplicates the > above logic in the template itself, which feels dirty, and looks > worse... For completeness and google-worthy archives, here's the Template that works. It's a queue-specific template with the name "Transaction": ### Begin snippet RT-Attach-Message: yes Subject:{ my $subject; if ( $Ticket->Subject eq "HP Insight Management Agents Trap Alarm" ) { my $body = $self->TransactionObj->Content; my @lines = split(m/\n/, $body); my $trapID = $lines[0]; my $message = $lines[2]; $subject = "$trapID -- $message"; } else { $subject = $Ticket->Subject; } $subject; # Return the subject out of the code block, and thus into the template body. } Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} > {$Transaction->Content()} ### End snippet It needs to be combined with the above Scrip for full effectiveness, if you want the ticket subject to be reflected in the email. I'm tempted to drill down deeper and parse out $trapID and make it it's own header; the content is always something like "Trap-ID=3047" or "Trap-ID=11020", and I could make the template add a header of "X-Trap-ID: 3047", but that would serve no useful purpose at this time. OTOH, if I created more custom fields for the queue, I could dump each of those individually into headers. But, again, not immediately useful, so not doing that, regardless of how cool it'd be. Maybe after I implement sieve on our mailservers... -- :wq From alex at peters.net Thu Aug 7 21:18:59 2014 From: alex at peters.net (Alex Peters) Date: Fri, 8 Aug 2014 11:18:59 +1000 Subject: [rt-users] Unprivileged users - Edit ticket/Sign up as CC In-Reply-To: <0CE56AE307C0BC4B950BF05F3759DF4314F08664@MailStore2010.ogp.qvii.com> References: <0CE56AE307C0BC4B950BF05F3759DF4314F08664@MailStore2010.ogp.qvii.com> Message-ID: I suspect that you'd achieve the functionality you require by bumping these users up to Privileged and giving them access to the full RT web interface rather than the Self Service mode. The full interface can still be quite locked down for some users by limiting their rights. Is there any particular feature offered by the Self Service mode that you're wanting to provide to those users? On 7 August 2014 06:51, Cena, Stephen (ext. 300) wrote: > Message: 10 > Date: Wed, 6 Aug 2014 12:53:59 -0400 > From: Kevin Falcone > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Unprivileged users - Edit ticket/Sign up as CC > Message-ID: <20140806165359.GU2988 at jibsheet.com> > Content-Type: text/plain; charset="us-ascii" > > Kevin - What I mean is there are three check boxes: Everyone, Privileged, > and Unprivileged. There are no checks in any box. > > Yes, my permissions are a bit too wide but it's because I'm tryign to > debug the Self Service window. What I'm after is if you are the Requestor > of the ticket, you should be able to reply, change state (close, open, > etc), and files, and add people. If you got included by the Requestor as a > CC, then the rest of the editing should kick for you as well. > > Right now, my single Unprivileged user creates a ticket, but is only abble > to Reply/Comment and that's all. > > > On Tue, Aug 05, 2014 at 11:35:43AM +0000, Cena, Stephen (ext. 300) wrote: > > > > I'm still not seeing what I'm missing. I have a group called "End Users" > I put all my clients into. One user, Test User, is in "End Users" but has > had Privileged removed, Unprivileged has not been explicitly set either. > The permissions on each queue for "End Users" are: CreateTicket, > ReplyToTicket, Watch, SeeCustomField, SeeQueue, Showticket, > ModifyCustomField and ModifyTicket. > > > > When I submit a ticket with this user and then go to the ticket all they > can do is Reply/Comment. Does Unprivileged need to be set? I must be > overlooking something but I'm just not seeing it. Thanks! > > I have no idea what "Unprivileged has not been explicitly set" means. > You're either Privileged or Unprivileged. There is no other state a > user can be in. > > You also say you grant ModifyTicket to everyone in the group? On > what, the global or a queue? That means anyone can edit any ticket... > > Let's back up, you appear to have permissions that are too wide, yet > you claim to not be able to edit the ticket. Maybe you misunderstand > how ticket editing works in the self service UI? What do you expect, > what do you see. > > -kevin > > > Stephen J. Cena > Supervisor/Systems Administrator - MIS/IT Dept > Quality Vision International > 850 Hudson Ave > Rochester,NY 14620 > Phone: 585-544-0450 x300 > * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * > Please report email problems to: postmaster at qvii.com > > QVII MIS/IT Dept - We do what we must because we can. > "Thank you for helping us help you help us all." > * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Bernhard.Eierschmalz at scheppach.com Fri Aug 8 01:56:38 2014 From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard) Date: Fri, 8 Aug 2014 05:56:38 +0000 Subject: [rt-users] Problems with Table in mail Message-ID: <97344147CBA1644584462D6D81C43CE41381115E@svex.scheppach.local> Hello, I'm having problems with tables inside of mails. When someone sends a mail with table to create a new ticket, in the history of the ticket I cannot see the table, I only see every cell under each other. When I click on answer- or comment-button, in the new mail the commented table is shown correctly. Even in CLI I see a table. Only not in WebUI History. is this a bug or is there any way to solve this problem? Best regards Bernhard -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Fri Aug 8 02:02:15 2014 From: alex at peters.net (Alex Peters) Date: Fri, 8 Aug 2014 16:02:15 +1000 Subject: [rt-users] Problems with Table in mail In-Reply-To: <97344147CBA1644584462D6D81C43CE41381115E@svex.scheppach.local> References: <97344147CBA1644584462D6D81C43CE41381115E@svex.scheppach.local> Message-ID: RT aggressively sanitises HTML when displaying ticket content to prevent some security issues (like a specially crafted HTML attachment masquerading as part of the RT interface). As of RT v4.2.6 onwards, tables will be shown if the HTML::Gumbo Perl module is installed. On 8 August 2014 15:56, Eierschmalz, Bernhard < Bernhard.Eierschmalz at scheppach.com> wrote: > Hello, > > > > I?m having problems with tables inside of mails. > > > > When someone sends a mail with table to create a new ticket, in the > history of the ticket I cannot see the table, I only see every cell under > each other. > > When I click on answer- or comment-button, in the new mail the commented > table is shown correctly. > > > > Even in CLI I see a table. Only not in WebUI History. > > > > is this a bug or is there any way to solve this problem? > > > > Best regards > > Bernhard > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Fri Aug 8 02:17:17 2014 From: jvdwege at xs4all.nl (Joop) Date: Fri, 08 Aug 2014 08:17:17 +0200 Subject: [rt-users] Problems with Table in mail In-Reply-To: References: <97344147CBA1644584462D6D81C43CE41381115E@svex.scheppach.local> Message-ID: <53E46B6D.3000303@xs4all.nl> On 8-8-2014 8:02, Alex Peters wrote: > RT aggressively sanitises HTML when displaying ticket content to > prevent some security issues (like a specially crafted HTML attachment > masquerading as part of the RT interface). > > As of RT v4.2.6 onwards, tables will be shown if the HTML::Gumbo Perl > module is installed. > > > On 8 August 2014 15:56, Eierschmalz, Bernhard > > wrote: > > Hello, > > > > I'm having problems with tables inside of mails. > > > > There is also the extension PermissiveHTMLMail which will also allow more html to be shown and if that is not enough then you can always extend RT to allow even more by overriding the methods that scrub the html Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From Bernhard.Eierschmalz at scheppach.com Fri Aug 8 02:53:43 2014 From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard) Date: Fri, 8 Aug 2014 06:53:43 +0000 Subject: [rt-users] Problems with Table in mail In-Reply-To: <53E46B6D.3000303@xs4all.nl> References: <97344147CBA1644584462D6D81C43CE41381115E@svex.scheppach.local> <53E46B6D.3000303@xs4all.nl> Message-ID: <97344147CBA1644584462D6D81C43CE413811315@svex.scheppach.local> Thank you, I installed this extension and now it works. Best regards Bernhard Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Joop Gesendet: Freitag, 8. August 2014 08:17 An: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Problems with Table in mail On 8-8-2014 8:02, Alex Peters wrote: RT aggressively sanitises HTML when displaying ticket content to prevent some security issues (like a specially crafted HTML attachment masquerading as part of the RT interface). As of RT v4.2.6 onwards, tables will be shown if the HTML::Gumbo Perl module is installed. On 8 August 2014 15:56, Eierschmalz, Bernhard > wrote: Hello, I'm having problems with tables inside of mails. There is also the extension PermissiveHTMLMail which will also allow more html to be shown and if that is not enough then you can always extend RT to allow even more by overriding the methods that scrub the html Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From Bernhard.Eierschmalz at scheppach.com Fri Aug 8 03:06:09 2014 From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard) Date: Fri, 8 Aug 2014 07:06:09 +0000 Subject: [rt-users] attache files directly from Ticket Message-ID: <97344147CBA1644584462D6D81C43CE41381139D@svex.scheppach.local> Hello, is it possible to attach a file to an answer directly from the ticket's attachments? In the moment I only can attach files from local disk. Best Regards Bernhard -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Fri Aug 8 03:31:00 2014 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham GI-ID) Date: Fri, 8 Aug 2014 07:31:00 +0000 Subject: [rt-users] attache files directly from Ticket In-Reply-To: <97344147CBA1644584462D6D81C43CE41381139D@svex.scheppach.local> References: <97344147CBA1644584462D6D81C43CE41381139D@svex.scheppach.local> Message-ID: <524815224EA2F649982D6A7BCD53BDFE21DF7B23@DCEEXMBX04.ger.win.int.kn> Try this: https://github.com/cloos/RT-Extension-AddAttachmentsFromTransactions Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Eierschmalz, Bernhard Gesendet: Freitag, 8. August 2014 09:06 An: rt-users at lists.bestpractical.com Betreff: [rt-users] attache files directly from Ticket Hello, is it possible to attach a file to an answer directly from the ticket?s attachments? In the moment I only can attach files from local disk. Best Regards Bernhard K?hne + Nagel (AG & Co.) KG Rechtsform: Kommanditgesellschaft, Bremen HRA 21928, USt-IdNr.: DE 812773878. Gesch?ftsleitung K?hne + Nagel (AG & Co.) KG: Reiner Heiken (Vors.), Dirk Blesius, Martin Brinkmann, Holger Ketz, Jan-Hendrik K?stergarten, Christian Marnett?, Christian Solf, Jens Wollesen. Pers?nlich haftende Gesellschafterin: K?hne & Nagel A.G., Rechtsform: Aktiengesellschaft nach luxemburgischem Recht, HR-Nr.: B 18745, Gesch?ftsf?hrendes Verwaltungsratsmitglied: Karl Gernandt. Gesch?ftsleitung Region Westeuropa: Yngve Ruud (Vors.), Hans-Georg Brinkmann (Stellv.), Richard Huhn, Bj?rn Johansson, Bruno Mang, Stefan Paul, Tim Scharwath, Dominic Edmonds, Peder Winther. Wir arbeiten ausschlie?lich auf Grundlage der Allgemeinen Deutschen Spediteursbedingungen (ADSp), jeweils neuester Fassung. Wir verweisen insbesondere auf die vom Gesetz abweichenden Haftungsbeschr?nkungen von Ziffer 23 und 24 ADSp. Den vollst?ndigen Text der ADSp ?bersenden wir Ihnen gerne auf Anfrage und k?nnen Sie auch unter http://www.kuehne-nagel.com einsehen. Erg?nzend wird vereinbart, dass (1) Ziffer 27 ADSp im Rahmen internationaler ?bereinkommen weder unsere Haftung noch die Zurechnung des Verschuldens von Leuten und sonstigen Dritten zu Gunsten des Auftraggebers erweitert, und (2) wir in den im deutschen Seehandelsrecht aufgef?hrten F?llen des nautischen Verschuldens oder Feuer an Bord nur f?r eigenes Verschulden und (3) im Sinne der CMNI genannten Voraussetzungen nicht f?r nautisches Verschulden, Feuer an Bord oder M?ngel des Schiffes haften. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Bernhard.Eierschmalz at scheppach.com Fri Aug 8 04:45:51 2014 From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard) Date: Fri, 8 Aug 2014 08:45:51 +0000 Subject: [rt-users] attache files directly from Ticket In-Reply-To: <524815224EA2F649982D6A7BCD53BDFE21DF7B23@DCEEXMBX04.ger.win.int.kn> References: <97344147CBA1644584462D6D81C43CE41381139D@svex.scheppach.local> <524815224EA2F649982D6A7BCD53BDFE21DF7B23@DCEEXMBX04.ger.win.int.kn> Message-ID: <97344147CBA1644584462D6D81C43CE41381165C@svex.scheppach.local> Great, thank you - exactly what I searched! Von: Brumm, Torsten / Kuehne + Nagel / Ham GI-ID [mailto:torsten.brumm at Kuehne-Nagel.com] Gesendet: Freitag, 8. August 2014 09:31 An: Eierschmalz, Bernhard; rt-users at lists.bestpractical.com Betreff: AW: attache files directly from Ticket Try this: https://github.com/cloos/RT-Extension-AddAttachmentsFromTransactions Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Eierschmalz, Bernhard Gesendet: Freitag, 8. August 2014 09:06 An: rt-users at lists.bestpractical.com Betreff: [rt-users] attache files directly from Ticket Hello, is it possible to attach a file to an answer directly from the ticket's attachments? In the moment I only can attach files from local disk. Best Regards Bernhard K?hne + Nagel (AG & Co.) KG Rechtsform: Kommanditgesellschaft, Bremen HRA 21928, USt-IdNr.: DE 812773878. Gesch?ftsleitung K?hne + Nagel (AG & Co.) KG: Reiner Heiken (Vors.), Dirk Blesius, Martin Brinkmann, Holger Ketz, Jan-Hendrik K?stergarten, Christian Marnett?, Christian Solf, Jens Wollesen. Pers?nlich haftende Gesellschafterin: K?hne & Nagel A.G., Rechtsform: Aktiengesellschaft nach luxemburgischem Recht, HR-Nr.: B 18745, Gesch?ftsf?hrendes Verwaltungsratsmitglied: Karl Gernandt. Gesch?ftsleitung Region Westeuropa: Yngve Ruud (Vors.), Hans-Georg Brinkmann (Stellv.), Richard Huhn, Bj?rn Johansson, Bruno Mang, Stefan Paul, Tim Scharwath, Dominic Edmonds, Peder Winther. Wir arbeiten ausschlie?lich auf Grundlage der Allgemeinen Deutschen Spediteursbedingungen (ADSp), jeweils neuester Fassung. Wir verweisen insbesondere auf die vom Gesetz abweichenden Haftungsbeschr?nkungen von Ziffer 23 und 24 ADSp. Den vollst?ndigen Text der ADSp ?bersenden wir Ihnen gerne auf Anfrage und k?nnen Sie auch unter http://www.kuehne-nagel.com einsehen. Erg?nzend wird vereinbart, dass (1) Ziffer 27 ADSp im Rahmen internationaler ?bereinkommen weder unsere Haftung noch die Zurechnung des Verschuldens von Leuten und sonstigen Dritten zu Gunsten des Auftraggebers erweitert, und (2) wir in den im deutschen Seehandelsrecht aufgef?hrten F?llen des nautischen Verschuldens oder Feuer an Bord nur f?r eigenes Verschulden und (3) im Sinne der CMNI genannten Voraussetzungen nicht f?r nautisches Verschulden, Feuer an Bord oder M?ngel des Schiffes haften. -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron.mccarthy at southwestern.ie Fri Aug 8 05:10:30 2014 From: aaron.mccarthy at southwestern.ie (AJ) Date: Fri, 8 Aug 2014 02:10:30 -0700 (PDT) Subject: [rt-users] Call Custom Field in Template Message-ID: <1407489030145-58277.post@n7.nabble.com> Hi, We are currently using RT 4.0.4 to make a change management system. We have more or less everything ready. The only problem is, we want the customer to select a custom field value when making a new ticket. The values of the custom field are names. We want to insert custom field value as the owner in the templates. Is there any way to do this. We have tried FirstCustomFieldValue, CustomFieldValue, LoadByName and LoadByNameAndQueue. Nothing seems to work -- View this message in context: http://requesttracker.8502.n7.nabble.com/Call-Custom-Field-in-Template-tp58277.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From aaron.mccarthy at southwestern.ie Fri Aug 8 07:09:01 2014 From: aaron.mccarthy at southwestern.ie (AJ) Date: Fri, 8 Aug 2014 04:09:01 -0700 (PDT) Subject: [rt-users] Call Custom Field in Template In-Reply-To: <1407489030145-58277.post@n7.nabble.com> References: <1407489030145-58277.post@n7.nabble.com> Message-ID: <1407496141531-58278.post@n7.nabble.com> I managed to figure this out. In addition, when I create a mandatory custom field, I don't want it to display "Input must match [Mandatory]". Is there any way to change this? A callback maybe? Any help will be greatly appreciated. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Call-Custom-Field-in-Template-tp58277p58278.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From SJC at qvii.com Fri Aug 8 08:24:32 2014 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Fri, 8 Aug 2014 12:24:32 +0000 Subject: [rt-users] Unprivileged users - Edit ticket/Sign up as CC In-Reply-To: References: <0CE56AE307C0BC4B950BF05F3759DF4314F08664@MailStore2010.ogp.qvii.com> Message-ID: <0CE56AE307C0BC4B950BF05F3759DF4314F09005@MailStore2010.ogp.qvii.com> Alex - The biggest problem I have right now is idiocy. I've written an instruction manual on how to use RT here but nobody will read it, or "remember" anything from it. I've tried simplifying their main pages to make the system easier. It's still too complicated. I had a user complain about not saving her ticket emails and was astonished to learn "Oh, I can log into the website and read my tickets? Wow!!". When I tried out the Self Service side recently, it was perfect. It showed the users only what they needed in a very basic format. The wizard-like create-a-ticket made ticket creation easier. Access to Article Search is straightforward and simple. I could start using those for a knowledge base here.Additionally, we are running RT for our Service Department and would like to put an Internet facing server up so our customers could use the Self Service site to manage issues for our products. If it makes more sense to try and lock down/massage the default UI I'll go back to trying that. It's just been such an uphill battle here trying to get the users to understand why the systems is in place and why its important for them to use it. Stephen J. Cena Supervisor/Systems Administrator - MIS/IT Dept Quality Vision International 850 Hudson Ave Rochester,NY 14620 Phone: 585-544-0450 x300 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Please report email problems to: postmaster at qvii.com QVII MIS/IT Dept - We do what we must because we can. "Thank you for helping us help you help us all." * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * ________________________________ From: Alex Peters [mailto:alex at peters.net] Sent: Thursday, August 07, 2014 9:19 PM To: Cena, Stephen (ext. 300) Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Unprivileged users - Edit ticket/Sign up as CC I suspect that you'd achieve the functionality you require by bumping these users up to Privileged and giving them access to the full RT web interface rather than the Self Service mode. The full interface can still be quite locked down for some users by limiting their rights. Is there any particular feature offered by the Self Service mode that you're wanting to provide to those users? On 7 August 2014 06:51, Cena, Stephen (ext. 300) > wrote: Message: 10 Date: Wed, 6 Aug 2014 12:53:59 -0400 From: Kevin Falcone > To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Unprivileged users - Edit ticket/Sign up as CC Message-ID: <20140806165359.GU2988 at jibsheet.com> Content-Type: text/plain; charset="us-ascii" Kevin - What I mean is there are three check boxes: Everyone, Privileged, and Unprivileged. There are no checks in any box. Yes, my permissions are a bit too wide but it's because I'm tryign to debug the Self Service window. What I'm after is if you are the Requestor of the ticket, you should be able to reply, change state (close, open, etc), and files, and add people. If you got included by the Requestor as a CC, then the rest of the editing should kick for you as well. Right now, my single Unprivileged user creates a ticket, but is only abble to Reply/Comment and that's all. On Tue, Aug 05, 2014 at 11:35:43AM +0000, Cena, Stephen (ext. 300) wrote: > > I'm still not seeing what I'm missing. I have a group called "End Users" I put all my clients into. One user, Test User, is in "End Users" but has had Privileged removed, Unprivileged has not been explicitly set either. The permissions on each queue for "End Users" are: CreateTicket, ReplyToTicket, Watch, SeeCustomField, SeeQueue, Showticket, ModifyCustomField and ModifyTicket. > > When I submit a ticket with this user and then go to the ticket all they can do is Reply/Comment. Does Unprivileged need to be set? I must be overlooking something but I'm just not seeing it. Thanks! I have no idea what "Unprivileged has not been explicitly set" means. You're either Privileged or Unprivileged. There is no other state a user can be in. You also say you grant ModifyTicket to everyone in the group? On what, the global or a queue? That means anyone can edit any ticket... Let's back up, you appear to have permissions that are too wide, yet you claim to not be able to edit the ticket. Maybe you misunderstand how ticket editing works in the self service UI? What do you expect, what do you see. -kevin Stephen J. Cena Supervisor/Systems Administrator - MIS/IT Dept Quality Vision International 850 Hudson Ave Rochester,NY 14620 Phone: 585-544-0450 x300 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Please report email problems to: postmaster at qvii.com QVII MIS/IT Dept - We do what we must because we can. "Thank you for helping us help you help us all." * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * -- RT Training - Boston, September 9-10 http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Fri Aug 8 08:38:30 2014 From: alex at peters.net (Alex Peters) Date: Fri, 8 Aug 2014 22:38:30 +1000 Subject: [rt-users] Unprivileged users - Edit ticket/Sign up as CC In-Reply-To: <0CE56AE307C0BC4B950BF05F3759DF4314F09005@MailStore2010.ogp.qvii.com> References: <0CE56AE307C0BC4B950BF05F3759DF4314F08664@MailStore2010.ogp.qvii.com> <0CE56AE307C0BC4B950BF05F3759DF4314F09005@MailStore2010.ogp.qvii.com> Message-ID: I can definitely empathise with you on the resistance to adoption of new practices. I wonder whether in your case, it might be more beneficial to initially subject the majority of your new users to the Self Service interface without the additional functionality, and perhaps provide a select few users with the full interface? Then, when there's some familiarity, bump everyone up to the full UI? If that doesn't seem suitable, it's probably possible to hack at the underlying Self Service pages and give them the necessary functionality by copying things over from the full UI's pages. I haven't tried this myself before though. On 8 August 2014 22:24, Cena, Stephen (ext. 300) wrote: > Alex - The biggest problem I have right now is idiocy. I've written an > instruction manual on how to use RT here but nobody will read it, or > "remember" anything from it. I've tried simplifying their main pages to > make the system easier. It's still too complicated. I had a user complain > about not saving her ticket emails and was astonished to learn "Oh, I can > log into the website and read my tickets? Wow!!". When I tried out the > Self Service side recently, it was perfect. It showed the users only what > they needed in a very basic format. The wizard-like create-a-ticket made > ticket creation easier. Access to Article Search is straightforward and > simple. I could start using those for a knowledge base here.Additionally, > we are running RT for our Service Department and would like to put an > Internet facing server up so our customers could use the Self Service site > to manage issues for our products. > > If it makes more sense to try and lock down/massage the default UI I'll go > back to trying that. It's just been such an uphill battle here trying to > get the users to understand why the systems is in place and why its > important for them to use it. > > Stephen J. Cena > Supervisor/Systems Administrator - MIS/IT Dept > Quality Vision International > 850 Hudson Ave > Rochester,NY 14620 > Phone: 585-544-0450 x300 > * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * > Please report email problems to: postmaster at qvii.com > > QVII MIS/IT Dept - We do what we must because we can. > "Thank you for helping us help you help us all." > * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * > > > ------------------------------ > *From:* Alex Peters [mailto:alex at peters.net] > *Sent:* Thursday, August 07, 2014 9:19 PM > *To:* Cena, Stephen (ext. 300) > *Cc:* rt-users at lists.bestpractical.com > > *Subject:* Re: [rt-users] Unprivileged users - Edit ticket/Sign up as CC > > I suspect that you'd achieve the functionality you require by bumping > these users up to Privileged and giving them access to the full RT web > interface rather than the Self Service mode. > > The full interface can still be quite locked down for some users by > limiting their rights. > > Is there any particular feature offered by the Self Service mode that > you're wanting to provide to those users? > > > On 7 August 2014 06:51, Cena, Stephen (ext. 300) wrote: > >> Message: 10 >> Date: Wed, 6 Aug 2014 12:53:59 -0400 >> From: Kevin Falcone >> To: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Unprivileged users - Edit ticket/Sign up as CC >> Message-ID: <20140806165359.GU2988 at jibsheet.com> >> Content-Type: text/plain; charset="us-ascii" >> >> Kevin - What I mean is there are three check boxes: Everyone, Privileged, >> and Unprivileged. There are no checks in any box. >> >> Yes, my permissions are a bit too wide but it's because I'm tryign to >> debug the Self Service window. What I'm after is if you are the Requestor >> of the ticket, you should be able to reply, change state (close, open, >> etc), and files, and add people. If you got included by the Requestor as a >> CC, then the rest of the editing should kick for you as well. >> >> Right now, my single Unprivileged user creates a ticket, but is only >> abble to Reply/Comment and that's all. >> >> >> On Tue, Aug 05, 2014 at 11:35:43AM +0000, Cena, Stephen (ext. 300) wrote: >> > >> > I'm still not seeing what I'm missing. I have a group called "End >> Users" I put all my clients into. One user, Test User, is in "End Users" >> but has had Privileged removed, Unprivileged has not been explicitly set >> either. The permissions on each queue for "End Users" are: CreateTicket, >> ReplyToTicket, Watch, SeeCustomField, SeeQueue, Showticket, >> ModifyCustomField and ModifyTicket. >> > >> > When I submit a ticket with this user and then go to the ticket all >> they can do is Reply/Comment. Does Unprivileged need to be set? I must be >> overlooking something but I'm just not seeing it. Thanks! >> >> I have no idea what "Unprivileged has not been explicitly set" means. >> You're either Privileged or Unprivileged. There is no other state a >> user can be in. >> >> You also say you grant ModifyTicket to everyone in the group? On >> what, the global or a queue? That means anyone can edit any ticket... >> >> Let's back up, you appear to have permissions that are too wide, yet >> you claim to not be able to edit the ticket. Maybe you misunderstand >> how ticket editing works in the self service UI? What do you expect, >> what do you see. >> >> -kevin >> >> >> Stephen J. Cena >> Supervisor/Systems Administrator - MIS/IT Dept >> Quality Vision International >> 850 Hudson Ave >> Rochester,NY 14620 >> Phone: 585-544-0450 x300 >> * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * >> Please report email problems to: postmaster at qvii.com >> >> QVII MIS/IT Dept - We do what we must because we can. >> "Thank you for helping us help you help us all." >> * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * >> -- >> RT Training - Boston, September 9-10 >> http://bestpractical.com/training >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Fri Aug 8 08:42:28 2014 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Fri, 8 Aug 2014 12:42:28 +0000 Subject: [rt-users] Unprivileged users - Edit ticket/Sign up as CC In-Reply-To: References: <0CE56AE307C0BC4B950BF05F3759DF4314F08664@MailStore2010.ogp.qvii.com> <0CE56AE307C0BC4B950BF05F3759DF4314F09005@MailStore2010.ogp.qvii.com> Message-ID: <0CE56AE307C0BC4B950BF05F3759DF4314F0902A@MailStore2010.ogp.qvii.com> Alex - Yeah I've considered that as well. I have some users who can handle the full site. It just gets a little frustrating when I think I've finally got the system worked out on how it functions & then to see things like this happen where it should be something "simple", it gets to me. I'll play around with it a little more and see if I can figure out what's happened. I've also FINALLY been granted an "IT VM Lab server" so I've got dedicated, powerful hardware I can through test systems up on. Stephen J. Cena Supervisor/Systems Administrator - MIS/IT Dept Quality Vision International 850 Hudson Ave Rochester,NY 14620 Phone: 585-544-0450 x300 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Please report email problems to: postmaster at qvii.com QVII MIS/IT Dept - We do what we must because we can. "Thank you for helping us help you help us all." * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * ________________________________ From: Alex Peters [mailto:alex at peters.net] Sent: Friday, August 08, 2014 8:39 AM To: Cena, Stephen (ext. 300) Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Unprivileged users - Edit ticket/Sign up as CC I can definitely empathise with you on the resistance to adoption of new practices. I wonder whether in your case, it might be more beneficial to initially subject the majority of your new users to the Self Service interface without the additional functionality, and perhaps provide a select few users with the full interface? Then, when there's some familiarity, bump everyone up to the full UI? If that doesn't seem suitable, it's probably possible to hack at the underlying Self Service pages and give them the necessary functionality by copying things over from the full UI's pages. I haven't tried this myself before though. On 8 August 2014 22:24, Cena, Stephen (ext. 300) > wrote: Alex - The biggest problem I have right now is idiocy. I've written an instruction manual on how to use RT here but nobody will read it, or "remember" anything from it. I've tried simplifying their main pages to make the system easier. It's still too complicated. I had a user complain about not saving her ticket emails and was astonished to learn "Oh, I can log into the website and read my tickets? Wow!!". When I tried out the Self Service side recently, it was perfect. It showed the users only what they needed in a very basic format. The wizard-like create-a-ticket made ticket creation easier. Access to Article Search is straightforward and simple. I could start using those for a knowledge base here.Additionally, we are running RT for our Service Department and would like to put an Internet facing server up so our customers could use the Self Service site to manage issues for our products. If it makes more sense to try and lock down/massage the default UI I'll go back to trying that. It's just been such an uphill battle here trying to get the users to understand why the systems is in place and why its important for them to use it. Stephen J. Cena Supervisor/Systems Administrator - MIS/IT Dept Quality Vision International 850 Hudson Ave Rochester,NY 14620 Phone: 585-544-0450 x300 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Please report email problems to: postmaster at qvii.com QVII MIS/IT Dept - We do what we must because we can. "Thank you for helping us help you help us all." * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * ________________________________ From: Alex Peters [mailto:alex at peters.net] Sent: Thursday, August 07, 2014 9:19 PM To: Cena, Stephen (ext. 300) Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Unprivileged users - Edit ticket/Sign up as CC I suspect that you'd achieve the functionality you require by bumping these users up to Privileged and giving them access to the full RT web interface rather than the Self Service mode. The full interface can still be quite locked down for some users by limiting their rights. Is there any particular feature offered by the Self Service mode that you're wanting to provide to those users? On 7 August 2014 06:51, Cena, Stephen (ext. 300) > wrote: Message: 10 Date: Wed, 6 Aug 2014 12:53:59 -0400 From: Kevin Falcone > To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Unprivileged users - Edit ticket/Sign up as CC Message-ID: <20140806165359.GU2988 at jibsheet.com> Content-Type: text/plain; charset="us-ascii" Kevin - What I mean is there are three check boxes: Everyone, Privileged, and Unprivileged. There are no checks in any box. Yes, my permissions are a bit too wide but it's because I'm tryign to debug the Self Service window. What I'm after is if you are the Requestor of the ticket, you should be able to reply, change state (close, open, etc), and files, and add people. If you got included by the Requestor as a CC, then the rest of the editing should kick for you as well. Right now, my single Unprivileged user creates a ticket, but is only abble to Reply/Comment and that's all. On Tue, Aug 05, 2014 at 11:35:43AM +0000, Cena, Stephen (ext. 300) wrote: > > I'm still not seeing what I'm missing. I have a group called "End Users" I put all my clients into. One user, Test User, is in "End Users" but has had Privileged removed, Unprivileged has not been explicitly set either. The permissions on each queue for "End Users" are: CreateTicket, ReplyToTicket, Watch, SeeCustomField, SeeQueue, Showticket, ModifyCustomField and ModifyTicket. > > When I submit a ticket with this user and then go to the ticket all they can do is Reply/Comment. Does Unprivileged need to be set? I must be overlooking something but I'm just not seeing it. Thanks! I have no idea what "Unprivileged has not been explicitly set" means. You're either Privileged or Unprivileged. There is no other state a user can be in. You also say you grant ModifyTicket to everyone in the group? On what, the global or a queue? That means anyone can edit any ticket... Let's back up, you appear to have permissions that are too wide, yet you claim to not be able to edit the ticket. Maybe you misunderstand how ticket editing works in the self service UI? What do you expect, what do you see. -kevin Stephen J. Cena Supervisor/Systems Administrator - MIS/IT Dept Quality Vision International 850 Hudson Ave Rochester,NY 14620 Phone: 585-544-0450 x300 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Please report email problems to: postmaster at qvii.com QVII MIS/IT Dept - We do what we must because we can. "Thank you for helping us help you help us all." * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * -- RT Training - Boston, September 9-10 http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From doug.downham at gmail.com Fri Aug 8 09:24:05 2014 From: doug.downham at gmail.com (doug downham) Date: Fri, 8 Aug 2014 09:24:05 -0400 Subject: [rt-users] invalid module name Message-ID: I have installed RT 4.2.6 on CEntOS 6.5, which went flawlessly. I then installed External Auth via 'cpan -i RT::Authen::ExternalAuth'. Everything seems to go smoothly, and the files are installed in /opt/rt4/local/plugins. However, when I attempt to visit RT's log in page, I get an internal server error, and the log says: 'invalid module name 'RT::Authen:ExternalAuth' at /opt/rt4/sbin/../lib/RT.pm line 735.' I'm running perl 5.10.1. perl -V gives: @INC: /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 The System Configuration page in RT gives: Perl library search order 1. /opt/rt4/sbin/../local/lib 2. /opt/rt4/sbin/../lib 3. /usr/local/lib64/perl5 4. /usr/local/share/perl5 5. /usr/lib64/perl5/vendor_perl 6. /usr/share/perl5/vendor_perl 7. /usr/lib64/perl5 8. /usr/share/perl5 So, I'm not sure why the module got installed where it did, or why RT doesn't look in its own plugin folder for plugins. I feel like I'm missing something fairly obvious. -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Fri Aug 8 09:29:00 2014 From: alex at peters.net (Alex Peters) Date: Fri, 8 Aug 2014 23:29:00 +1000 Subject: [rt-users] invalid module name In-Reply-To: References: Message-ID: There should be a double colon between "Authen" and "ExternalAuth". Are you referencing that somewhere in one of your configuration files? On 8 August 2014 23:24, doug downham wrote: > I have installed RT 4.2.6 on CEntOS 6.5, which went flawlessly. I then > installed External Auth via 'cpan -i RT::Authen::ExternalAuth'. > Everything seems to go smoothly, and the files are installed in > /opt/rt4/local/plugins. However, when I attempt to visit RT's log in page, > I get an internal server error, and the log says: > 'invalid module name 'RT::Authen:ExternalAuth' at > /opt/rt4/sbin/../lib/RT.pm line 735.' > > I'm running perl 5.10.1. perl -V gives: > @INC: > /usr/local/lib64/perl5 > /usr/local/share/perl5 > /usr/lib64/perl5/vendor_perl > /usr/share/perl5/vendor_perl > /usr/lib64/perl5 > /usr/share/perl5 > > The System Configuration page in RT gives: > Perl library search order > > 1. /opt/rt4/sbin/../local/lib > 2. /opt/rt4/sbin/../lib > 3. /usr/local/lib64/perl5 > 4. /usr/local/share/perl5 > 5. /usr/lib64/perl5/vendor_perl > 6. /usr/share/perl5/vendor_perl > 7. /usr/lib64/perl5 > 8. /usr/share/perl5 > > So, I'm not sure why the module got installed where it did, or why RT > doesn't look in its own plugin folder for plugins. I feel like I'm missing > something fairly obvious. > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Fri Aug 8 10:36:43 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Fri, 08 Aug 2014 10:36:43 -0400 Subject: [rt-users] 'content matches' and 'content doesn't match' give same results Message-ID: <53E4E07B.4060100@kickflop.net> Setup: RT 4.2.5 with PostgreSQL and full-text indexing enabled and completed for all tickets. Tickets 1, 2, and 3 all have contents with the string foo.com Searching for 'content LIKE foo.com' returns tickets 1, 2, 3 Searching for 'content NOT LIKE foo.com' returns tickets 1, 2, 3 Has anyone seen this? Any ideas what might be going wrong or how do start debugging this? -- Jeff Blaine kickflop.net PGP/GnuPG Key ID: 0x0C8EDD02 From borepstein at gmail.com Fri Aug 8 11:46:17 2014 From: borepstein at gmail.com (Boris Epstein) Date: Fri, 8 Aug 2014 11:46:17 -0400 Subject: [rt-users] remote access to the RT's query engine Message-ID: Hello all, I have a need to extract some data from my RT instance which I have satisfied thus far be means of a local script (run locally on the RT server) that uses the Perl API to access the data. So I do: RT::LoadConfig(); RT::Init(); etc. etc. This works just fine. My question is, could I do the same thing across the net, from a different host? Thanks. Boris. -------------- next part -------------- An HTML attachment was scrubbed... URL: From g.mason at fairfx.com Fri Aug 8 12:12:27 2014 From: g.mason at fairfx.com (saxmad) Date: Fri, 8 Aug 2014 09:12:27 -0700 (PDT) Subject: [rt-users] rt4-fcgi processes are dying after some debian package updates In-Reply-To: <53E25B37.8010706@bestpractical.com> References: <1407244396289-58212.post@n7.nabble.com> <20140805132704.GA1991@aart.rice.edu> <1407340855482-58237.post@n7.nabble.com> <53E25609.3010009@bestpractical.com> <1407343110240-58239.post@n7.nabble.com> <53E25B37.8010706@bestpractical.com> Message-ID: <1407514347639-58286.post@n7.nabble.com> I've upgraded to DBD:Pg-3.2.1 but still no joy. fcgi backends regularly die. Having upped the logging for both nginx and RT to its maximum level, I still found nothing. Couldn?t find anything in any system emails or logs that might have been generated by the fcgi processes dying and spluttering to stdout or stderr. There must be something else I have missed - I can't believe that RT4.0.7/PG9.2 and nginx on Debian Wheezy is such an unusual system to want to run RT on. Indeed, it was fine before those package updates last week. Anyone got any other clues/thoughts ? -- View this message in context: http://requesttracker.8502.n7.nabble.com/rt4-fcgi-processes-are-dying-after-some-debian-package-updates-tp58212p58286.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From michael.obrien at globoforce.com Fri Aug 8 12:14:41 2014 From: michael.obrien at globoforce.com (globo) Date: Fri, 8 Aug 2014 09:14:41 -0700 (PDT) Subject: [rt-users] RT Reminders - Not sending email Message-ID: <1407514481731-58287.post@n7.nabble.com> I am unable to get RT to send email reminders using the RT Reminder function. Any help much appricated *RT Version *= RT 4.0.17 *Issue* : unable to get emails to send using the RT Reminders *Log * [Fri Aug 8 15:38:02 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [domain.com #28979] test1 (/opt/rt4/bin/../lib/RT/I18N.pm:244) [Fri Aug 8 15:38:02 2014] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x765c418), id 408835 (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:629) [Fri Aug 8 15:38:02 2014] [debug]: Working on mailfield To; recipients are (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:645) [Fri Aug 8 15:38:02 2014] [debug]: Subject: [domain.com #28979] test1 -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-Reminders-Not-sending-email-tp58287.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alex at peters.net Fri Aug 8 20:31:25 2014 From: alex at peters.net (Alex Peters) Date: Sat, 9 Aug 2014 10:31:25 +1000 Subject: [rt-users] remote access to the RT's query engine In-Reply-To: References: Message-ID: RT offers a REST API over HTTP: http://requesttracker.wikia.com/wiki/REST I've never tried it, so I don't know how feature-rich it is. There's also a command line utility ("rt") which connects to a remote RT instance via that REST API. Possibly that can be scripted too. On 09/08/2014 1:46 am, "Boris Epstein" wrote: > Hello all, > > I have a need to extract some data from my RT instance which I have > satisfied thus far be means of a local script (run locally on the RT > server) that uses the Perl API to access the data. So I do: > > RT::LoadConfig(); > RT::Init(); > > etc. etc. > > This works just fine. My question is, could I do the same thing across the > net, from a different host? > > Thanks. > > Boris. > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Fri Aug 8 20:38:21 2014 From: alex at peters.net (Alex Peters) Date: Sat, 9 Aug 2014 10:38:21 +1000 Subject: [rt-users] 'content matches' and 'content doesn't match' give same results In-Reply-To: <53E4E07B.4060100@kickflop.net> References: <53E4E07B.4060100@kickflop.net> Message-ID: Values need to be quoted, I believe. Compare these two queries: Content LIKE foo.com Content LIKE 'foo.com' I wonder whether wildcards might be necessary, like they seem to be in regular SQL: Content LIKE '%foo.com%' On 09/08/2014 12:36 am, "Jeff Blaine" wrote: > Setup: RT 4.2.5 with PostgreSQL and full-text indexing enabled > and completed for all tickets. Tickets 1, 2, and 3 all have > contents with the string foo.com > > Searching for 'content LIKE foo.com' returns tickets 1, 2, 3 > > Searching for 'content NOT LIKE foo.com' returns tickets 1, 2, 3 > > Has anyone seen this? Any ideas what might be going wrong or how > do start debugging this? > > -- > Jeff Blaine > kickflop.net > PGP/GnuPG Key ID: 0x0C8EDD02 > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Sat Aug 9 05:57:56 2014 From: jvdwege at xs4all.nl (Joop) Date: Sat, 09 Aug 2014 11:57:56 +0200 Subject: [rt-users] 'content matches' and 'content doesn't match' give same results In-Reply-To: References: <53E4E07B.4060100@kickflop.net> Message-ID: <53E5F0A4.8030905@xs4all.nl> On 9-8-2014 2:38, Alex Peters wrote: > > Values need to be quoted, I believe. Compare these two queries: > > Content LIKE foo.com > Content LIKE 'foo.com ' > > I wonder whether wildcards might be necessary, like they seem to be in > regular SQL: > > Content LIKE '%foo.com %' > > On 09/08/2014 12:36 am, "Jeff Blaine" > wrote: > > Setup: RT 4.2.5 with PostgreSQL and full-text indexing enabled > and completed for all tickets. Tickets 1, 2, and 3 all have > contents with the string foo.com > > Searching for 'content LIKE foo.com ' returns > tickets 1, 2, 3 > > Searching for 'content NOT LIKE foo.com ' returns > tickets 1, 2, 3 > > Has anyone seen this? Any ideas what might be going wrong or how > do start debugging this? > > I ran a search with StatementLogging enabled and this is the sql statement with "content not like 'foo.com'" and "content like 'foo.com'", they are the same. SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectType = 'RT::Ticket' ) AND ( Transactions_1.ObjectId = main.id ) JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId = Transactions_1.id ) WHERE (main.IsMerged IS NULL) AND (main.Status != 'deleted') AND (main.Type = 'ticket') AND ( ( Attachments_2.ContentIndex @@ plainto_tsquery('foo.com') ) ) ; Seems the last AND should really be a AND NOT. In the past SearchBuilder always pre and postpended % around search terms. Not sure if it still does but I think so. Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Sat Aug 9 06:07:59 2014 From: jvdwege at xs4all.nl (Joop) Date: Sat, 09 Aug 2014 12:07:59 +0200 Subject: [rt-users] 'content matches' and 'content doesn't match' give same results In-Reply-To: <53E5F0A4.8030905@xs4all.nl> References: <53E4E07B.4060100@kickflop.net> <53E5F0A4.8030905@xs4all.nl> Message-ID: <53E5F2FF.9090207@xs4all.nl> On 9-8-2014 11:57, Joop wrote: > > I ran a search with StatementLogging enabled and this is the sql > statement with "content not like 'foo.com'" and "content like > 'foo.com'", they are the same. > > SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN Transactions > Transactions_1 ON ( Transactions_1.ObjectType = 'RT::Ticket' ) AND ( > Transactions_1.ObjectId = main.id ) JOIN Attachments Attachments_2 ON > ( Attachments_2.TransactionId = Transactions_1.id ) WHERE > (main.IsMerged IS NULL) AND (main.Status != 'deleted') AND (main.Type > = 'ticket') AND ( ( Attachments_2.ContentIndex @@ > plainto_tsquery('foo.com') ) ) ; > > Seems the last AND should really be a AND NOT. > > In the past SearchBuilder always pre and postpended % around search > terms. Not sure if it still does but I think so. > > Joop This was on rt-4.0.21 and rt-4.2.26, Searchbuilder-1.59 and 1.65 respectively Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Sun Aug 10 19:53:36 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Sun, 10 Aug 2014 19:53:36 -0400 Subject: [rt-users] 'content matches' and 'content doesn't match' give same results In-Reply-To: References: <53E4E07B.4060100@kickflop.net> Message-ID: <53E80600.3020200@kickflop.net> [ "I ran a search with StatementLogging enabled and this ] [ is the sql statement with "content not like 'foo.com'" ] [ and "content like 'foo.com'", they are the same." ] [ --Thanks for that, Joop! ] Alex, to be clear, these queries below were done via the search form. I am only quoting the SearchBuilder terms for simplicity. The form stated: [ Content ] [ matches ] __foo.com_______ And [ Content ] [ doesn't match ] __foo.com_______ and I clicked search to get the same 3 tickets as results for both. I can't see how, in some way or another, this is not a bug. On 8/8/2014 8:38 PM, Alex Peters wrote: > Values need to be quoted, I believe. Compare these two queries: > > Content LIKE foo.com > Content LIKE 'foo.com ' > > I wonder whether wildcards might be necessary, like they seem to be in > regular SQL: > > Content LIKE '%foo.com %' > > On 09/08/2014 12:36 am, "Jeff Blaine" > wrote: > > Setup: RT 4.2.5 with PostgreSQL and full-text indexing enabled > and completed for all tickets. Tickets 1, 2, and 3 all have > contents with the string foo.com > > Searching for 'content LIKE foo.com ' returns > tickets 1, 2, 3 > > Searching for 'content NOT LIKE foo.com ' returns > tickets 1, 2, 3 > > Has anyone seen this? Any ideas what might be going wrong or how > do start debugging this? > > -- > Jeff Blaine > kickflop.net > PGP/GnuPG Key ID: 0x0C8EDD02 > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -- Jeff Blaine kickflop.net PGP/GnuPG Key ID: 0x0C8EDD02 From alex at peters.net Mon Aug 11 01:19:31 2014 From: alex at peters.net (Alex Peters) Date: Mon, 11 Aug 2014 15:19:31 +1000 Subject: [rt-users] Call Custom Field in Template In-Reply-To: <1407496141531-58278.post@n7.nabble.com> References: <1407489030145-58277.post@n7.nabble.com> <1407496141531-58278.post@n7.nabble.com> Message-ID: In later versions of RT, these seem to be known as "hints" and it's possible to hide them globally with a CSS modification, or selectively using a BeforeCustomFields callback. In RT v4.0.4, I'm not so sure. The message is output by the ValidateCustomFields Mason element, but I struggle to understand what's going on within that component just by reading the code. To me, it looks like that message should only be displaying if validation has actually failed (i.e. the user tried to submit without entering any value). If it's showing alongside the fields themselves before submission, you still might be able to target and hide them via CSS. On 8 August 2014 21:09, AJ wrote: > I managed to figure this out. > > In addition, when I create a mandatory custom field, I don't want it to > display "Input must match [Mandatory]". Is there any way to change this? > > A callback maybe? Any help will be greatly appreciated. > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Call-Custom-Field-in-Template-tp58277p58278.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Mon Aug 11 04:09:10 2014 From: alex at peters.net (Alex Peters) Date: Mon, 11 Aug 2014 18:09:10 +1000 Subject: [rt-users] RT Reminders - Not sending email In-Reply-To: <1407514481731-58287.post@n7.nabble.com> References: <1407514481731-58287.post@n7.nabble.com> Message-ID: That doesn't seem to be a complete log. More lines should follow. Is that not the case? On 9 August 2014 02:14, globo wrote: > I am unable to get RT to send email reminders using the RT Reminder > function. > Any help much appricated > > *RT Version *= RT 4.0.17 > > *Issue* : unable to get emails to send using the RT Reminders > > *Log * > > [Fri Aug 8 15:38:02 2014] [debug]: Converting 'utf-8' to 'utf-8' for > text/plain - [domain.com #28979] test1 > (/opt/rt4/bin/../lib/RT/I18N.pm:244) > [Fri Aug 8 15:38:02 2014] [debug]: Calling SetRecipientDigests for > transaction RT::Transaction=HASH(0x765c418), id 408835 > (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:629) > [Fri Aug 8 15:38:02 2014] [debug]: Working on mailfield To; recipients are > (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:645) > [Fri Aug 8 15:38:02 2014] [debug]: Subject: [domain.com #28979] test1 > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/RT-Reminders-Not-sending-email-tp58287.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Aug 11 10:58:55 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 11 Aug 2014 10:58:55 -0400 Subject: [rt-users] RT Reminders - Not sending email In-Reply-To: <1407514481731-58287.post@n7.nabble.com> References: <1407514481731-58287.post@n7.nabble.com> Message-ID: <20140811145855.GA2988@jibsheet.com> On Fri, Aug 08, 2014 at 09:14:41AM -0700, globo wrote: > I am unable to get RT to send email reminders using the RT Reminder function. > Any help much appricated > > *RT Version *= RT 4.0.17 > > *Issue* : unable to get emails to send using the RT Reminders How are you sending mail about Reminders. RT core doesn't have any job to send mail about them. Your log is also truncated and lacking details. -kevin > *Log * > > [Fri Aug 8 15:38:02 2014] [debug]: Converting 'utf-8' to 'utf-8' for > text/plain - [domain.com #28979] test1 (/opt/rt4/bin/../lib/RT/I18N.pm:244) > [Fri Aug 8 15:38:02 2014] [debug]: Calling SetRecipientDigests for > transaction RT::Transaction=HASH(0x765c418), id 408835 > (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:629) > [Fri Aug 8 15:38:02 2014] [debug]: Working on mailfield To; recipients are > (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:645) > [Fri Aug 8 15:38:02 2014] [debug]: Subject: [domain.com #28979] test1 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Aug 11 11:00:16 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 11 Aug 2014 11:00:16 -0400 Subject: [rt-users] Some users being forced to reauthenticate more often than others In-Reply-To: <53E2914C.3080209@kickflop.net> References: <53E2914C.3080209@kickflop.net> Message-ID: <20140811150016.GB2988@jibsheet.com> On Wed, Aug 06, 2014 at 04:34:20PM -0400, Jeff Blaine wrote: > RT 4.2.5 > > We're trying to track down an issue where some users are being forced to > reauthenticate to RT 3-4 times per day while others aren't. This RT > instance is using the builtin authentication targeting the 'rt4' database. > > Our session-cleaning cron job is as follows > > 0 * * * * /apps/rt4/sbin/rt-clean-sessions --older 2D > > Any suggested paths to start down would be welcome. RT's login cookies are per-browser session. Are the users who get logged out the type of user who close all their browser windows at lunchtime or otherwise would cause that cookie to be expired? You can also have your session cleaner run in debug and look at the logs. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Aug 11 11:02:32 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 11 Aug 2014 11:02:32 -0400 Subject: [rt-users] RT-Mailgate timeout error after upgrade to 4.2.6 In-Reply-To: References: <20140806164807.GR2988@jibsheet.com> Message-ID: <20140811150232.GC2988@jibsheet.com> On Wed, Aug 06, 2014 at 09:44:40PM +0000, Richards, Matthew E ERDC-RDE-CERL-IL wrote: > > If you're going to the localhost, I'm not actually sure why you're > > involving SSL, but that's a separate issue. > > Actually, that was the issue. You're right, there's no need to use SSL > with localhost. We have a rewrite from 80 to 443 for all interfaces > and it always forces us to use https. I guess we could have created a > non-SSL site just for localhost. The DoD has its own root CA that we > added in a ca_file, but I think it's very slow and was causing the > timeouts. I changed the rt-mailgate get_useragent to "$ua- > >ssl_opts(SSL_verify_mode => 'SSL_VERIFY_NONE');" and that solved the > issue. It's a temporary fix until we create a locahost:80 binding. I > don't like maintaining custom source. Thanks for all the help. If you don't want to verify, why not just use the flag? $ ./bin/rt-mailgate --help | grep verify "--ca-file" or "--no-verify-ssl", below. authority that should be used to verify the website's SSL certificate. preferentially use this option over "--no-verify-ssl", as it will "--no-verify-ssl" -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Aug 11 11:09:26 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 11 Aug 2014 11:09:26 -0400 Subject: [rt-users] Change ticket subject before first outgoing correspondence. In-Reply-To: References: <20140807163907.GZ2988@jibsheet.com> Message-ID: <20140811150926.GD2988@jibsheet.com> On Thu, Aug 07, 2014 at 02:00:01PM -0400, Michael Mol wrote: > * Scrip re-ordering appears to be a feature of the 4.2 line of RT. I'm > running the vendor packages of RT 4 on Ubuntu 14.04. Nope. On RT 4.0, which is what I assume you mean by "vendor packages RT 4 on Ubuntu 14.04" you order scrips by their descriptions. Typically this is done by literally numbering scrips that will run in the same condition. > * I looked into upgrading, but I did not find any repositories making > backported packages available to 14.04. Pity; I selected 14.04 so I > wouldn't have to override the system as often. Debian has 4.2 packages available in testing, encouraging Ubuntu to take upgrades would be helpful. > * Even though I can't reorder scrips, I can create disable global > scrips and create local scrips with the same name, resulting in a > higher ID number (and theoretically later execution). However, this > has no apparent effect, regardless of whether I run the overriding > Notify scrips in the TransactionCreate or TransactionBatch stages. ID number has nothing to do with ordering. > I'm beginning to wonder if I need to set something beyond just the > ticket subject in my scrip. The scrip doing the work in question will > look familiar: > > My last option appears to be to write a template that duplicates the > above logic in the template itself, which feels dirty, and looks > worse... You still haven't said what the Scrip is that isn't firing, both Alex and I assumed it was your Autoreply to Requestors because you were unclear. I've certainly modified a subject in a Scrip and then had an Autoreply fire with the correct subject by using a TransactionBatch scrip. Keep in mind, if you make all your Notify scrips TransactionBatch, they will no longer show up in the Preview Scrips box. I've seen your rewritten template, but a Notify scrip running in the transaction batch stage which has merely Subject: { $Ticket->Subject } should be more than sufficient, assuming it runs after your Subject modification scrip, preferably in a TransactionBatch scrip on the same Condition. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Aug 11 11:12:54 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 11 Aug 2014 11:12:54 -0400 Subject: [rt-users] Unprivileged users - Edit ticket/Sign up as CC In-Reply-To: <0CE56AE307C0BC4B950BF05F3759DF4314F08664@MailStore2010.ogp.qvii.com> References: <20140806165359.GU2988@jibsheet.com> <0CE56AE307C0BC4B950BF05F3759DF4314F08664@MailStore2010.ogp.qvii.com> Message-ID: <20140811151254.GE2988@jibsheet.com> On Wed, Aug 06, 2014 at 08:51:06PM +0000, Cena, Stephen (ext. 300) wrote: > Kevin - What I mean is there are three check boxes: Everyone, Privileged, and Unprivileged. There are no checks in any box. You're conflating the state of a user with permissions granted to groups of users. > Right now, my single Unprivileged user creates a ticket, but is only > abble to Reply/Comment and that's all. The only updates available to Self Service users are those available on the Update page, which is available both by clicking Reply or by clicking on the title of The Basics box. As suggested by others in the thread, if your users need to modify dates and users on tickets, they need the Privileged UI or you need to extend the SelfService UI. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From michael.obrien at globoforce.com Mon Aug 11 11:17:14 2014 From: michael.obrien at globoforce.com (globo) Date: Mon, 11 Aug 2014 08:17:14 -0700 (PDT) Subject: [rt-users] RT Reminders - Not sending email In-Reply-To: <1407514481731-58287.post@n7.nabble.com> References: <1407514481731-58287.post@n7.nabble.com> Message-ID: <1407770234500-58300.post@n7.nabble.com> Hi Kevin & Alex, Please see the full log =============== Precedence: bulk X-RT-Loop-Prevention: domain.com RT-Ticket: domain.com #28962 Managed-BY: RT 4.0.17 (http://www.bestpractical.com/rt/) RT-Originator: jon.doe at domain.com MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-T[Fri Aug 8 10:19:37 2014] [debug]: You've enabled GraphViz, but we couldn't load the module: Can't locate GraphViz.pm in @INC (@INC contains: /opt/rt4/bin/../local/lib /opt/rt4/ bin/../lib /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at /opt/rt4/bin/../lib/RT/ Config.pm line 552. (/opt/rt4/bin/../lib/RT/Config.pm:553) [Fri Aug 8 10:19:37 2014] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/opt/rt4/var/data/gpg). PGP support has been disabled (/ opt/rt4/bin/../lib/RT/Config.pm:589) [Fri Aug 8 10:19:37 2014] [debug]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address b elongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/opt/rt4/bin/../lib/RT/Config.pm:44 8) [Fri Aug 8 10:19:37 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [domain.com #28962] test (/opt/rt4/bin/../lib/RT/I18N.pm:244) [Fri Aug 8 10:19:37 2014] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x54c05c8), id 408604 (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:629) [Fri Aug 8 10:19:37 2014] [debug]: Working on mailfield To; recipients are (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:645) [Fri Aug 8 10:19:37 2014] [debug]: Subject: [domain.com #28962] test From: "Jon Doe via RT" Reply-To: helpdesk at domain.com References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: domain.com RT-Ticket: domain.com #28962 Managed-BY: RT 4.0.17 (http://www.bestpractical.com/rt/) RT-Originator: jon.doe at domain.com MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:652) [Fri Aug 8 10:19:37 2014] [debug]: Removing deferred recipients from To: line (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:675) [Fri Aug 8 10:19:37 2014] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:684) [Fri Aug 8 10:19:37 2014] [debug]: Working on mailfield Cc; recipients are (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:645) [Fri Aug 8 10:19:37 2014] [debug]: Subject: [domain.com #28962] test From: "Jon Doe via RT" Reply-To: helpdesk at domain.com References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: domain.com RT-Ticket: domain.com #28962 Managed-BY: RT 4.0.17 (http://www.bestpractical.com/rt/) RT-Originator: jon.doe at domain.com MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:652) [Fri Aug 8 10:19:37 2014] [debug]: Removing deferred recipients from Cc: line (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:675) [Fri Aug 8 10:19:37 2014] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:684) [Fri Aug 8 10:19:37 2014] [debug]: Working on mailfield Bcc; recipients are (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:645) [Fri Aug 8 10:19:37 2014] [debug]: Subject: [domain.com #28962] test From: "Jon Doe via RT" Reply-To: helpdesk at domain.com References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: domain.com RT-Ticket: domain.com #28962 Managed-BY: RT 4.0.17 (http://www.bestpractical.com/rt/) RT-Originator: jon.doe at domain.com MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:652) [Fri Aug 8 10:19:37 2014] [debug]: Removing deferred recipients from Bcc: line (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:675) [Fri Aug 8 10:19:37 2014] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:684) [Fri Aug 8 10:19:37 2014] [debug]: No recipients found for deferred delivery on transaction #408604 (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:697) [Fri Aug 8 10:19:37 2014] [info]: #28962/408604 - Scrip #rule (/opt/rt4/bin/../lib/RT/Action/SendEmail.pm:285) [Fri Aug 8 10:19:37 2014] [info]: No recipients found. Not sending. (/opt/rt4/bin/../lib/RT/Interface/Email.pm:385) ================= -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-Reminders-Not-sending-email-tp58287p58300.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From mikemol at gmail.com Mon Aug 11 11:55:00 2014 From: mikemol at gmail.com (Michael Mol) Date: Mon, 11 Aug 2014 11:55:00 -0400 Subject: [rt-users] Change ticket subject before first outgoing correspondence. In-Reply-To: <20140811150926.GD2988@jibsheet.com> References: <20140807163907.GZ2988@jibsheet.com> <20140811150926.GD2988@jibsheet.com> Message-ID: On Mon, Aug 11, 2014 at 11:09 AM, Kevin Falcone wrote: > On Thu, Aug 07, 2014 at 02:00:01PM -0400, Michael Mol wrote: >> * Scrip re-ordering appears to be a feature of the 4.2 line of RT. I'm >> running the vendor packages of RT 4 on Ubuntu 14.04. > > Nope. On RT 4.0, which is what I assume you mean by "vendor packages RT > 4 on Ubuntu 14.04" you order scrips by their descriptions. Typically > this is done by literally numbering scrips that will run in the same > condition. Oh, that's good to know! I searched for at least an hour trying to find that precise piece of information. > >> * I looked into upgrading, but I did not find any repositories making >> backported packages available to 14.04. Pity; I selected 14.04 so I >> wouldn't have to override the system as often. > > Debian has 4.2 packages available in testing, encouraging Ubuntu to > take upgrades would be helpful. I don't think it's likely for 14.04, which is an LTS. If 4.2 is in Debian/testing, then it should show up in Ubuntu 14.10, at which point a backports repository traditionally appears. So I'd guess that RT 4.2 will become available to Ubuntu 14.04 users in a few months. > >> * Even though I can't reorder scrips, I can create disable global >> scrips and create local scrips with the same name, resulting in a >> higher ID number (and theoretically later execution). However, this >> has no apparent effect, regardless of whether I run the overriding >> Notify scrips in the TransactionCreate or TransactionBatch stages. > > ID number has nothing to do with ordering. > >> I'm beginning to wonder if I need to set something beyond just the >> ticket subject in my scrip. The scrip doing the work in question will >> look familiar: >> >> My last option appears to be to write a template that duplicates the >> above logic in the template itself, which feels dirty, and looks >> worse... > > You still haven't said what the Scrip is that isn't firing, both Alex > and I assumed it was your Autoreply to Requestors because you were > unclear. Custom condition, matching the ticket subject and queue name. (The latter being redundant, since it's a queue-specific scrip.) The scrip *does* fire, as evidenced by the ticket's subject changing. However, the AdminCC emails go out before the scrip fires. This is true even though I have all of the Notify scrips in the TransactionBatch stage, even though I have this scrip in the TransactionCreate stage. Here: (The queue name has been replaced with "somequeuename") ### Begin snippet for custom condition return 0 unless $self->TransactionObj->Type eq "Create"; return 0 unless $self->TicketObj->QueueObj->Name eq "somequeuename"; return 1 if $self->TicketObj->Subject =~ "HP Insight Management Agents Trap Alarm"; return 1 if $self->TicketObj->Subject =~ "HP Agent Trap Alert"; return 0; ### End snippet for custom condition ### Begin snippet for custom action preparation code # Find the message from transactionobj->content # Set the subject to the message by using ticketobj->SetSubject my $body = $self->TransactionObj->Content; my @lines = split(m/\n/, $body); my $trapID = $lines[0]; my $message = $lines[2]; $self->TicketObj->SetSubject("$trapID -- $message"); ### End snippet for custom action preparation code ### Begin snippet for custom action cleanup code # No cleanup necessary; all the work was done in the prep stage. return 1; ### End snippet for custom action cleanup code > > I've certainly modified a subject in a Scrip and then had an Autoreply > fire with the correct subject by using a TransactionBatch scrip. > > Keep in mind, if you make all your Notify scrips TransactionBatch, > they will no longer show up in the Preview Scrips box. > > I've seen your rewritten template, but a Notify scrip running in the > transaction batch stage which has merely > > Subject: { $Ticket->Subject } > > should be more than sufficient, assuming it runs after your Subject > modification scrip, preferably in a TransactionBatch scrip on the same > Condition. Interesting. Where does the subject come from, if not $Ticket->Subject? (I guess I could just look at the source code for that.) -- :wq From bbaker at copesan.com Mon Aug 11 13:21:38 2014 From: bbaker at copesan.com (Bryon Baker) Date: Mon, 11 Aug 2014 17:21:38 +0000 Subject: [rt-users] Change ticket subject before first outgoing correspondence. In-Reply-To: <20140811150926.GD2988@jibsheet.com> References: <20140807163907.GZ2988@jibsheet.com> <20140811150926.GD2988@jibsheet.com> Message-ID: I have a question related to this thread. Kevin you mention that scrips fire in order of name so does that mean when the order is set for a queue this is ignored? If so what is the purpose of the "Move Up, Down" for the scrips on a queue? Thanks Sorry for butting in. 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 [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, August 11, 2014 10:09 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Change ticket subject before first outgoing correspondence. On Thu, Aug 07, 2014 at 02:00:01PM -0400, Michael Mol wrote: > * Scrip re-ordering appears to be a feature of the 4.2 line of RT. I'm > running the vendor packages of RT 4 on Ubuntu 14.04. Nope. On RT 4.0, which is what I assume you mean by "vendor packages RT 4 on Ubuntu 14.04" you order scrips by their descriptions. Typically this is done by literally numbering scrips that will run in the same condition. > * I looked into upgrading, but I did not find any repositories making > backported packages available to 14.04. Pity; I selected 14.04 so I > wouldn't have to override the system as often. Debian has 4.2 packages available in testing, encouraging Ubuntu to take upgrades would be helpful. > * Even though I can't reorder scrips, I can create disable global > scrips and create local scrips with the same name, resulting in a > higher ID number (and theoretically later execution). However, this > has no apparent effect, regardless of whether I run the overriding > Notify scrips in the TransactionCreate or TransactionBatch stages. ID number has nothing to do with ordering. > I'm beginning to wonder if I need to set something beyond just the > ticket subject in my scrip. The scrip doing the work in question will > look familiar: > > My last option appears to be to write a template that duplicates the > above logic in the template itself, which feels dirty, and looks > worse... You still haven't said what the Scrip is that isn't firing, both Alex and I assumed it was your Autoreply to Requestors because you were unclear. I've certainly modified a subject in a Scrip and then had an Autoreply fire with the correct subject by using a TransactionBatch scrip. Keep in mind, if you make all your Notify scrips TransactionBatch, they will no longer show up in the Preview Scrips box. I've seen your rewritten template, but a Notify scrip running in the transaction batch stage which has merely Subject: { $Ticket->Subject } should be more than sufficient, assuming it runs after your Subject modification scrip, preferably in a TransactionBatch scrip on the same Condition. -kevin From alexmv at bestpractical.com Mon Aug 11 13:45:43 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 11 Aug 2014 13:45:43 -0400 Subject: [rt-users] 'content matches' and 'content doesn't match' give same results In-Reply-To: <53E80600.3020200@kickflop.net> References: <53E4E07B.4060100@kickflop.net> <53E80600.3020200@kickflop.net> Message-ID: <53E90147.8000608@bestpractical.com> On 08/10/2014 07:53 PM, Jeff Blaine wrote: > [ "I ran a search with StatementLogging enabled and this ] > [ is the sql statement with "content not like 'foo.com'" ] > [ and "content like 'foo.com'", they are the same." ] > [ --Thanks for that, Joop! ] > > Alex, to be clear, these queries below were done via the search > form. I am only quoting the SearchBuilder terms for simplicity. > > The form stated: > > [ Content ] [ matches ] __foo.com_______ > > And > > [ Content ] [ doesn't match ] __foo.com_______ > > and I clicked search to get the same 3 tickets as results for both. > > I can't see how, in some way or another, this is not a bug. "Content doesn't match" indeed uses the same codepath as "content does match." The problem is that not all of the FTS backends support "NOT MATCH" -- and for those that do, it likely doesn't do what you expect. I can guarantee that for any particular phrase, there exists one transaction on the ticket which does not contain that phrase -- thus always matching all tickets. Can you explain your use case a bit? I expect that you meant it as "exclude tickets which do contain"? I expect we should, at least in the short term, document that "CONTENT NOT LIKE" is not supported, and make it return the empty set. - Alex From jblaine at kickflop.net Mon Aug 11 14:22:30 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 11 Aug 2014 14:22:30 -0400 Subject: [rt-users] 'content matches' and 'content doesn't match' give same results In-Reply-To: <53E90147.8000608@bestpractical.com> References: <53E4E07B.4060100@kickflop.net> <53E80600.3020200@kickflop.net> <53E90147.8000608@bestpractical.com> Message-ID: <53E909E6.6090403@kickflop.net> > Can you explain your use case a bit? I expect that you meant it as > "exclude tickets which do contain"? That's correct. -- Jeff Blaine kickflop.net PGP/GnuPG Key ID: 0x0C8EDD02 From mikemol at gmail.com Mon Aug 11 14:31:26 2014 From: mikemol at gmail.com (Michael Mol) Date: Mon, 11 Aug 2014 14:31:26 -0400 Subject: [rt-users] Change ticket subject before first outgoing correspondence. In-Reply-To: References: <20140807163907.GZ2988@jibsheet.com> <20140811150926.GD2988@jibsheet.com> Message-ID: On Mon, Aug 11, 2014 at 1:21 PM, Bryon Baker wrote: > I have a question related to this thread. > > Kevin you mention that scrips fire in order of name so does that mean when the order is set for a queue this is ignored? If so what is the purpose of the "Move Up, Down" for the scrips on a queue? > > Thanks > > Sorry for butting in. No; scrip-order-by-name does not apply to RT 4.2. If you have "Move Up, Down" buttons, you don't need to worry about order-by-name. I'm dealing with an older version of RT, which is why the order-by-name stuff came up. -- :wq From jvdwege at xs4all.nl Mon Aug 11 15:43:43 2014 From: jvdwege at xs4all.nl (Joop) Date: Mon, 11 Aug 2014 21:43:43 +0200 Subject: [rt-users] 'content matches' and 'content doesn't match' give same results In-Reply-To: <53E90147.8000608@bestpractical.com> References: <53E4E07B.4060100@kickflop.net> <53E80600.3020200@kickflop.net> <53E90147.8000608@bestpractical.com> Message-ID: <53E91CEF.6040103@xs4all.nl> On 11-8-2014 19:45, Alex Vandiver wrote: > On 08/10/2014 07:53 PM, Jeff Blaine wrote: >> [ "I ran a search with StatementLogging enabled and this ] >> [ is the sql statement with "content not like 'foo.com'" ] >> [ and "content like 'foo.com'", they are the same." ] >> [ --Thanks for that, Joop! ] >> >> Alex, to be clear, these queries below were done via the search >> form. I am only quoting the SearchBuilder terms for simplicity. >> >> The form stated: >> >> [ Content ] [ matches ] __foo.com_______ >> >> And >> >> [ Content ] [ doesn't match ] __foo.com_______ >> >> and I clicked search to get the same 3 tickets as results for both. >> >> I can't see how, in some way or another, this is not a bug. > "Content doesn't match" indeed uses the same codepath as "content does > match." The problem is that not all of the FTS backends support "NOT > MATCH" -- and for those that do, it likely doesn't do what you expect. > I can guarantee that for any particular phrase, there exists one > transaction on the ticket which does not contain that phrase -- thus > always matching all tickets. > > Running the query from the statementlog and modifying as described (adding a not) does what it needs todo, exclude all tickets that have that phrase in it. This is using Pg as a backend. Oracle works too. Mysql I don't know because I don't use it for RT. Joop From ALiedtke at uwb.edu Mon Aug 11 16:34:47 2014 From: ALiedtke at uwb.edu (Armin Liedtke) Date: Mon, 11 Aug 2014 20:34:47 +0000 Subject: [rt-users] Assets and CSV export. Not all default fields displaying data Message-ID: Hello, We have started using Assets 1.01 for RT. One of the things I found is that when I do a search and then attempt to export to csv I don't get all of the data. Before doing the export the onscreen data is looking correct. For example it has a Name, SN, Tag, Description, Heldby and Owner . . . . The exported file does include all of the headings but not all of the data. For example it does not show data for Name, Description, Heldby but does include some data like Sn, Tag, Owner. Of the fields that are not showing data, most of them (if not all of them) are non-custom fields (default fields). But some data from the non-custom fields (like owner) does show up. . I have checked the file in both Excel and Notepad. It doesn't appear to be affected by number of rows, or search results. Is anyone else seen this problem Thanks, Armin PS I did report this prior to emailing here, but have since read something that says email here first. Sorry. -------------- next part -------------- An HTML attachment was scrubbed... URL: From dominic.hargreaves at it.ox.ac.uk Mon Aug 11 17:23:19 2014 From: dominic.hargreaves at it.ox.ac.uk (Dominic Hargreaves) Date: Mon, 11 Aug 2014 22:23:19 +0100 Subject: [rt-users] Data corruption with DBD::Pg 3.3.0 In-Reply-To: <53E25B37.8010706@bestpractical.com> References: <1407244396289-58212.post@n7.nabble.com> <20140805132704.GA1991@aart.rice.edu> <1407340855482-58237.post@n7.nabble.com> <53E25609.3010009@bestpractical.com> <1407343110240-58239.post@n7.nabble.com> <53E25B37.8010706@bestpractical.com> Message-ID: <20140811212318.GC9844@stranger-here-myself.oucs.ox.ac.uk> On Wed, Aug 06, 2014 at 12:43:35PM -0400, Alex Vandiver wrote: > On 08/06/2014 12:38 PM, saxmad wrote: > > I'm on RT release 4.0.7 (form the Debian backports repo), with no imminent > > upgrade in mind, so that should be fine. > > No, it shouldn't be; re-read my message. DBD::Pg 3.3.0 breaks _all_ > versions of RT. You _will_ have data corruption if you install DBD::Pg > on your version of RT. This is a pretty serious issue. I don't see any sign of a bug against DBD::Pg in the CPAN bugtracker, and Debian now has 3.3.0 in unstable and testing. Could you say a bit more about the problem and what plans there are to fix/workaround it for RT? Forcing a lower version of DBD::Pg isn't a practical option in a packaged environment like Debian. Cheers, Domninic. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: Digital signature URL: From alexmv at bestpractical.com Mon Aug 11 18:15:50 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 11 Aug 2014 18:15:50 -0400 Subject: [rt-users] Data corruption with DBD::Pg 3.3.0 In-Reply-To: <20140811212318.GC9844@stranger-here-myself.oucs.ox.ac.uk> References: <1407244396289-58212.post@n7.nabble.com> <20140805132704.GA1991@aart.rice.edu> <1407340855482-58237.post@n7.nabble.com> <53E25609.3010009@bestpractical.com> <1407343110240-58239.post@n7.nabble.com> <53E25B37.8010706@bestpractical.com> <20140811212318.GC9844@stranger-here-myself.oucs.ox.ac.uk> Message-ID: <53E94096.2060801@bestpractical.com> On 08/11/2014 05:23 PM, Dominic Hargreaves wrote: > I don't see any sign of a bug against DBD::Pg in the CPAN bugtracker, > and Debian now has 3.3.0 in unstable and testing. The bug isn't DBD::Pg's fault -- hence why there's nothing we've reported -- but rather a case of it becoming _more_ correct, and there being lurking code in the bowels of DBIx::SearchBuilder that was incorrect, and now interacts poorly. Specifically: https://github.com/bestpractical/dbix-searchbuilder/blob/master/lib/DBIx/SearchBuilder/Handle.pm#L577-L579 ..which takes characters that we're trying to insert into the database and encodes them in UTF-8[1] -- which is then _double_ encoded when DBD::Pg 3.3.0 realizes that the database column is textual. Previous to 3.3.0, it accepted bytes and inserted bytes, which we would later read out as characters. Now, it accepts bytes and attempts to insert them as character codepoints, so that the data round-trips and we get the same character codepoints out. Which is more correct, as 3.2.1 relied on the "UTF-8" flag to guess if the incoming data was codepoints or bytes, which was a false presmise. Those lines are, unfortunately, only part of the problem. Other places exist in RT which blindly pass bytes (not characters) to textual columns, which need to be resolved in order for RT to work properly with DBD::Pg. In other words, the internals of RT are riddled with places that make the same false assumptions about the "UTF-8" flag as DBD::Pg 3.2.1 did, which mostly canceled each other out. > Could you say a bit more about the problem and what plans there are > to fix/workaround it for RT? Forcing a lower version of DBD::Pg isn't > a practical option in a packaged environment like Debian. I've pushed https://github.com/bestpractical/rt/tree/4.0/utf8-reckoning which addresses the deeper issues needed for RT to work. It is currently in review, and will be merged in as short order as a branch of that size can be. It passes all tests on both versions of DBD::Pg, but further testing (carefully, as it might cause data corruption with non-ASCII characters) would be appreciated. > This is a pretty serious issue. Fixing this is indeed high priority for us, as mostly-unrecoverable data corruption is never a good thing. Once the branch gets merged, I expect we'll roll release candidates in short order. - Alex [1] This is a slight lie, due to perl internals. In some rare cases, for strings which contain only codepoints which exist in ISO-8859-1, it instead encodes them in ISO-8859-1 before treating those bytes as codepoints and double-encoding in UTF-8, for all of your mojibake needs. Wonderful, no? From jblaine at kickflop.net Tue Aug 12 12:32:18 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 12 Aug 2014 12:32:18 -0400 Subject: [rt-users] Can't locate object method "host" Message-ID: <53EA4192.4080408@kickflop.net> I mentioned this as part of a separate post as I thought it was related to my other issues in that post (SSL), but it is not. I keep getting the following errors when using the web UI. Here's one case just now where I logged in as root at https://alms2.foo.com/ and was then immediately thrown an error: [15332] [Tue Aug 12 15:55:24 2014] [info]: Successful login for root from 1xx.xx.x.165 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:816) [15332] [Tue Aug 12 15:55:24 2014] [error]: Can't locate object method "host" via package "URI::_foreign" at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 935. Visiting https://alms2.mitre.org/ shows I *did* login as root though. Previously, Kevin Falcone had said: "This is RT trying to issue the redirect after login, what URL did you use to access RT and what was the next parameter." I had replied: I'm not sure what you mean by "what was the next parameter". The site was accessed (then and just now) directly as https://alms2.foo.com/ The browser just reports the generic "An internal RT error occurred. Your administrator..." (etc). And the thread went the direction of the real other problem (SSL). Thoughts? ==================================================================== # Versions Apache httpd 2.2.15-31 (RHEL 6.5 package) RT 4.2.6 RT-Authen-ExternalAuth 0.21 mod_fastcgi 2.4.6 ==================================================================== # The only relevant thing I can see in my RT_SiteConfig.pm Set($WebDomain, 'alms2.foo.com'); Set($WebPort, '443'); ==================================================================== # Apache config LoadModule fastcgi_module modules/mod_fastcgi.so FastCgiIpcDir /tmp # Redirect 80 to 443 ServerName alms2.foo.com RewriteEngine On RewriteOptions Inherit RewriteCond %{HTTPS} off RewriteRule (.*) https://%{HTTP_HOST}%{REQUEST_URI} ServerName alms2.foo.com:443 # # Lots of SSL configuration redacted here. # FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 DocumentRoot "/opt/rt4/share/html" Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images SetHandler default-handler ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ AddDefaultCharset UTF-8 Order allow,deny Allow from all Options +ExecCGI AddHandler fcgid-script fcgi ==================================================================== From support at pureview.com Tue Aug 12 22:32:29 2014 From: support at pureview.com (support at pureview.com) Date: Tue, 12 Aug 2014 22:32:29 -0400 Subject: [rt-users] sql custom fields query display Message-ID: Hi everyone, Someone can help me to sql query a custom field from RT. select tickets.EFFECTIVEID, users.REALNAME, tickets.STATUS, TO_CHAR(tickets.DUE, 'YYYY/MM/DD'), tickets.SUBJECT from tickets, users where users.NAME = 'felipe' AND tickets.OWNER = 22 AND tickets.STATUS = 'resolved' order by tickets.EFFECTIVEID desc I need to display a custom field I name: "Modtrak" and "Requestor" Would any one help on this please. Thank you, -David From lists at lolling.org Wed Aug 13 02:35:16 2014 From: lists at lolling.org (Lists) Date: Wed, 13 Aug 2014 01:35:16 -0500 Subject: [rt-users] RT Performance Tuning Message-ID: <53EB0724.6030103@lolling.org> Hi All, I am getting ready to deploy RT 4.2.6 to a large population of users. We are currently running RT 3.8.1 so I expect they will see a pretty good speed improvement. I was wondering if there are any other tweaks or optimizations I can make to Apache and MySQL to increase performance even more? Thanks, Dave From andrius.kulbis at gmail.com Wed Aug 13 06:06:43 2014 From: andrius.kulbis at gmail.com (andriusk) Date: Wed, 13 Aug 2014 03:06:43 -0700 (PDT) Subject: [rt-users] Exporting Dashboard Message-ID: <1407924403111-58314.post@n7.nabble.com> Hello, Is there any way or solution, or maybe someone done it already for themselves for exporting dashboard. What I am looking for is like Subscription, where dashboard is send by email, just I want to save it to file (pdf, word, or at least html). How that can be archieved? Regards -- View this message in context: http://requesttracker.8502.n7.nabble.com/Exporting-Dashboard-tp58314.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alex at peters.net Wed Aug 13 06:24:05 2014 From: alex at peters.net (Alex Peters) Date: Wed, 13 Aug 2014 20:24:05 +1000 Subject: [rt-users] Can't locate object method "host" In-Reply-To: <53EA4192.4080408@kickflop.net> References: <53EA4192.4080408@kickflop.net> Message-ID: It looks to me like your URI Perl module might not be properly installed, or might be extremely old. What version does this command report?? $ perl -e1 -M'URI 999' RT's "make testdeps" should have ensured that the minimum required version of this module (1.59) was already installed. On 13 August 2014 02:32, Jeff Blaine wrote: > I mentioned this as part of a separate post as I thought it was related > to my other issues in that post (SSL), but it is not. > > I keep getting the following errors when using the web UI. Here's one > case just now where I logged in as root at https://alms2.foo.com/ and > was then immediately thrown an error: > > [15332] [Tue Aug 12 15:55:24 2014] [info]: Successful login for root > from 1xx.xx.x.165 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:816) > [15332] [Tue Aug 12 15:55:24 2014] [error]: Can't locate object > method "host" via package "URI::_foreign" at > /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 935. > > Visiting https://alms2.mitre.org/ shows I *did* login as root though. > > Previously, Kevin Falcone had said: > > "This is RT trying to issue the redirect after login, what URL did > you use to access RT and what was the next parameter." > > I had replied: > > I'm not sure what you mean by "what was the next parameter". > > The site was accessed (then and just now) directly as > https://alms2.foo.com/ > > The browser just reports the generic "An internal RT error > occurred. Your administrator..." (etc). > > And the thread went the direction of the real other problem (SSL). > > Thoughts? > > ==================================================================== > > # Versions > > Apache httpd 2.2.15-31 (RHEL 6.5 package) > RT 4.2.6 > RT-Authen-ExternalAuth 0.21 > mod_fastcgi 2.4.6 > > ==================================================================== > > # The only relevant thing I can see in my RT_SiteConfig.pm > > Set($WebDomain, 'alms2.foo.com'); > Set($WebPort, '443'); > > ==================================================================== > > # Apache config > > LoadModule fastcgi_module modules/mod_fastcgi.so > FastCgiIpcDir /tmp > > > # Redirect 80 to 443 > ServerName alms2.foo.com > RewriteEngine On > RewriteOptions Inherit > RewriteCond %{HTTPS} off > RewriteRule (.*) https://%{HTTP_HOST}%{REQUEST_URI} > > > > ServerName alms2.foo.com:443 > # > # Lots of SSL configuration redacted here. > # > FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 > DocumentRoot "/opt/rt4/share/html" > Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images > > SetHandler default-handler > > ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ > AddDefaultCharset UTF-8 > > Order allow,deny > Allow from all > Options +ExecCGI > AddHandler fcgid-script fcgi > > > > ==================================================================== > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From b.maciejewski at agriplus.pl Wed Aug 13 09:01:38 2014 From: b.maciejewski at agriplus.pl (Bartosz Maciejewski) Date: Wed, 13 Aug 2014 15:01:38 +0200 Subject: [rt-users] Find tickets that are owned by requestors. Message-ID: <53EB61B2.200@agriplus.pl> Hi, We are using scrip that auto change owner of the ticket to the person that first respond to unowned ticket. This prevents resolved tickets by NoBody user. However from time to time, Requestor want to add something to the ticket that was created minute ago. In this case Requestor is Owner of its own ticket and ticket is not visible to Staff anymore. My question is how I can search tickets with condition like Owner = Requestor? -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Aug 13 09:24:47 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 13 Aug 2014 09:24:47 -0400 Subject: [rt-users] Can't locate object method "host" In-Reply-To: <53EA4192.4080408@kickflop.net> References: <53EA4192.4080408@kickflop.net> Message-ID: <20140813132447.GF2988@jibsheet.com> On Tue, Aug 12, 2014 at 12:32:18PM -0400, Jeff Blaine wrote: > I keep getting the following errors when using the web UI. Here's one > case just now where I logged in as root at https://alms2.foo.com/ and > was then immediately thrown an error: > > [15332] [Tue Aug 12 15:55:24 2014] [info]: Successful login for root > from 1xx.xx.x.165 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:816) > [15332] [Tue Aug 12 15:55:24 2014] [error]: Can't locate object > method "host" via package "URI::_foreign" at > /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 935. > > Visiting https://alms2.mitre.org/ shows I *did* login as root though. > > Previously, Kevin Falcone had said: > > "This is RT trying to issue the redirect after login, what URL did > you use to access RT and what was the next parameter." > > I had replied: > > I'm not sure what you mean by "what was the next parameter". Look at the code that calls Redirect (which is where your error comes from). https://github.com/bestpractical/rt-authen-externalauth/blob/master/html/Elements/DoAuth#L19 What's $next for your user that errors out. You should also always turn on stacktraces when debugging something like this. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Aug 13 09:25:50 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 13 Aug 2014 09:25:50 -0400 Subject: [rt-users] Exporting Dashboard In-Reply-To: <1407924403111-58314.post@n7.nabble.com> References: <1407924403111-58314.post@n7.nabble.com> Message-ID: <20140813132550.GG2988@jibsheet.com> On Wed, Aug 13, 2014 at 03:06:43AM -0700, andriusk wrote: > Is there any way or solution, or maybe someone done it already for > themselves for exporting dashboard. > What I am looking for is like Subscription, where dashboard is send by > email, just I want to save it to file (pdf, word, or at least html). Any modern browser should allow exporting as html or printing to PDF. To get a word doc, you're going to need to write code. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Aug 13 09:27:23 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 13 Aug 2014 09:27:23 -0400 Subject: [rt-users] Find tickets that are owned by requestors. In-Reply-To: <53EB61B2.200@agriplus.pl> References: <53EB61B2.200@agriplus.pl> Message-ID: <20140813132723.GH2988@jibsheet.com> On Wed, Aug 13, 2014 at 03:01:38PM +0200, Bartosz Maciejewski wrote: > We are using scrip that auto change owner of the ticket to the person that > first respond to unowned ticket. This prevents resolved tickets by NoBody user. > > However from time to time, Requestor want to add something to the ticket that > was created minute ago. In this case Requestor is Owner of its own ticket and > ticket is not visible to Staff anymore. > > My question is how I can search tickets with condition like Owner = Requestor? Unfortunately, you either have to write some complicated SQL or some perl code, there's no way to do that in TicketSQL. Hopefully you've fixed your Scrip, or moved to using something that doesn't have the bug you mention, such as https://metacpan.org/pod/RT::Action::AssignUnownedToActor -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Aug 13 09:28:32 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 13 Aug 2014 09:28:32 -0400 Subject: [rt-users] RT Reminders - Not sending email In-Reply-To: <1407770234500-58300.post@n7.nabble.com> References: <1407514481731-58287.post@n7.nabble.com> <1407770234500-58300.post@n7.nabble.com> Message-ID: <20140813132832.GI2988@jibsheet.com> On Mon, Aug 11, 2014 at 08:17:14AM -0700, globo wrote: > Hi Kevin & Alex, > > Please see the full log You're showing me a log, but ignoring my question. Nothing in RT sends mail about reminders. How are you sending mail about reminders, what do you believe that the log below is demonstrating? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Aug 13 09:44:14 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 13 Aug 2014 09:44:14 -0400 Subject: [rt-users] Change ticket subject before first outgoing correspondence. In-Reply-To: References: <20140807163907.GZ2988@jibsheet.com> <20140811150926.GD2988@jibsheet.com> Message-ID: <20140813134414.GJ2988@jibsheet.com> On Mon, Aug 11, 2014 at 11:55:00AM -0400, Michael Mol wrote: > Oh, that's good to know! I searched for at least an hour trying to > find that precise piece of information. It is all over the mailing list archives, answered at last monthly these days. It should also be in the wiki. > ### Begin snippet for custom action preparation code > # Find the message from transactionobj->content > # Set the subject to the message by using ticketobj->SetSubject > > my $body = $self->TransactionObj->Content; > my @lines = split(m/\n/, $body); > my $trapID = $lines[0]; > my $message = $lines[2]; > > $self->TicketObj->SetSubject("$trapID -- $message"); > ### End snippet for custom action preparation code > > ### Begin snippet for custom action cleanup code > # No cleanup necessary; all the work was done in the prep stage. > > return 1; > ### End snippet for custom action cleanup code This is dangerous. RT executes the Prepare during scrip prep without doing the Commit. You should never make changes in the Prepare. > > I've seen your rewritten template, but a Notify scrip running in the > > transaction batch stage which has merely > > > > Subject: { $Ticket->Subject } > > > > should be more than sufficient, assuming it runs after your Subject > > modification scrip, preferably in a TransactionBatch scrip on the same > > Condition. > > Interesting. Where does the subject come from, if not > $Ticket->Subject? (I guess I could just look at the source code for > that.) Have you tried my suggestion yet? The answer is, at best, complicated. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From ktm at rice.edu Wed Aug 13 09:49:27 2014 From: ktm at rice.edu (ktm at rice.edu) Date: Wed, 13 Aug 2014 08:49:27 -0500 Subject: [rt-users] RT Performance Tuning In-Reply-To: <53EB0724.6030103@lolling.org> References: <53EB0724.6030103@lolling.org> Message-ID: <20140813134927.GA16782@aart.rice.edu> On Wed, Aug 13, 2014 at 01:35:16AM -0500, Lists wrote: > Hi All, > > I am getting ready to deploy RT 4.2.6 to a large population of > users. We are currently running RT 3.8.1 so I expect they will see > a pretty good speed improvement. > > I was wondering if there are any other tweaks or optimizations I can > make to Apache and MySQL to increase performance even more? > > Thanks, > > Dave Hi Dave, With zero details about your setup: 1. Use FastCGI and not mod_perl for better resource management and performance. Putting nginx in front of a pool of fastCGI threads provided a much nicer user experience for us. 2. Benchmark frequent queries used on your existing system against your new system and look for performance regressions using user accounts and not root/superuser accounts. We are still running RT-3.8.last waiting for RT-IR to be available for RT-4.2.x so we can upgrade so I do not have any specific problems or pitfalls to report, yet. Regards, Ken From mikemol at gmail.com Wed Aug 13 10:15:50 2014 From: mikemol at gmail.com (Michael Mol) Date: Wed, 13 Aug 2014 10:15:50 -0400 Subject: [rt-users] Change ticket subject before first outgoing correspondence. In-Reply-To: <20140813134414.GJ2988@jibsheet.com> References: <20140807163907.GZ2988@jibsheet.com> <20140811150926.GD2988@jibsheet.com> <20140813134414.GJ2988@jibsheet.com> Message-ID: On Wed, Aug 13, 2014 at 9:44 AM, Kevin Falcone wrote: > On Mon, Aug 11, 2014 at 11:55:00AM -0400, Michael Mol wrote: >> Oh, that's good to know! I searched for at least an hour trying to >> find that precise piece of information. > > It is all over the mailing list archives, answered at last monthly > these days. It should also be in the wiki. The best I can say is that I *loathe* having to ask questions of mailing lists and IRC channels, as I expect to get answers like this. I seriously hate getting replies intoning that the information is readily available, so I do the best I can using Google and reading all the available documentation I can find. I may have spent more than an hour looking for that precise piece of information, but I spent more than a week digging through all the available documentation on the wiki and BestPractical's website docs. The wiki consists primarily of tutorials. If it's in the mailing list archives, either my google-fu must be weakening, google unhelpfully directed me toward the wrong resources based on search history, or I didn't have the right keywords. "requesttracker scrip ordering" didn't get me anywhere. I apologize if I'm a bit bristly, but I've always spent at least several hours searching and reading before opening a thread on a mailing list or IRC channel, because I hate "RTFM" or "LMGTFY" responses. > >> ### Begin snippet for custom action preparation code >> # Find the message from transactionobj->content >> # Set the subject to the message by using ticketobj->SetSubject >> >> my $body = $self->TransactionObj->Content; >> my @lines = split(m/\n/, $body); >> my $trapID = $lines[0]; >> my $message = $lines[2]; >> >> $self->TicketObj->SetSubject("$trapID -- $message"); >> ### End snippet for custom action preparation code >> >> ### Begin snippet for custom action cleanup code >> # No cleanup necessary; all the work was done in the prep stage. >> >> return 1; >> ### End snippet for custom action cleanup code > > This is dangerous. RT executes the Prepare during scrip prep without > doing the Commit. You should never make changes in the Prepare. Good to know. I did not find documentation describing the precise processing behavior of RT scrips. > >> > I've seen your rewritten template, but a Notify scrip running in the >> > transaction batch stage which has merely >> > >> > Subject: { $Ticket->Subject } >> > >> > should be more than sufficient, assuming it runs after your Subject >> > modification scrip, preferably in a TransactionBatch scrip on the same >> > Condition. >> >> Interesting. Where does the subject come from, if not >> $Ticket->Subject? (I guess I could just look at the source code for >> that.) > > Have you tried my suggestion yet? > > The answer is, at best, complicated. I have not. I have something that works (though I'll be sure to move my code from Prepare to Cleanup), and I'm not in a rush to change that with as much as I have on my plate. I have another pattern of emails I want to process similarly (certain cron job messages), so I'll give it a try there and follow up if I can. -- :wq From falcone at bestpractical.com Wed Aug 13 10:51:20 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 13 Aug 2014 10:51:20 -0400 Subject: [rt-users] Change ticket subject before first outgoing correspondence. In-Reply-To: References: <20140807163907.GZ2988@jibsheet.com> <20140811150926.GD2988@jibsheet.com> <20140813134414.GJ2988@jibsheet.com> Message-ID: <20140813145120.GK2988@jibsheet.com> > The best I can say is that I *loathe* having to ask questions of > mailing lists and IRC channels, as I expect to get answers like this. > I seriously hate getting replies intoning that the information is > readily available, so I do the best I can using Google and reading all > the available documentation I can find. I may have spent more than an > hour looking for that precise piece of information, but I spent more > than a week digging through all the available documentation on the > wiki and BestPractical's website docs. The wiki consists primarily of > tutorials. Found in the second hit on the wiki after typing Scrip into the search box. http://requesttracker.wikia.com/wiki/ScripExecOrder Should be updated to reflect 4.2, but such is life. Trivially testable too. Condition: ON Create Action: User Defined Prepare: 1; Commit: RT->Logger->error("I'm the first scrip"); Template: Blank That's as much time as I have this week to search the wiki and mailing list archives for things I've written. > I apologize if I'm a bit bristly, but I've always spent at least > several hours searching and reading before opening a thread on a > mailing list or IRC channel, because I hate "RTFM" or "LMGTFY" > responses. I actually generally don't bother answering questions that I've answered within the last two weeks. This was an exception because I saw things being led astray. > Good to know. I did not find documentation describing the precise > processing behavior of RT scrips. Patches welcome. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From mikemol at gmail.com Wed Aug 13 13:07:18 2014 From: mikemol at gmail.com (Michael Mol) Date: Wed, 13 Aug 2014 13:07:18 -0400 Subject: [rt-users] Change ticket subject before first outgoing correspondence. In-Reply-To: <20140813145120.GK2988@jibsheet.com> References: <20140807163907.GZ2988@jibsheet.com> <20140811150926.GD2988@jibsheet.com> <20140813134414.GJ2988@jibsheet.com> <20140813145120.GK2988@jibsheet.com> Message-ID: On Wed, Aug 13, 2014 at 10:51 AM, Kevin Falcone wrote: >> The best I can say is that I *loathe* having to ask questions of >> mailing lists and IRC channels, as I expect to get answers like this. >> I seriously hate getting replies intoning that the information is >> readily available, so I do the best I can using Google and reading all >> the available documentation I can find. I may have spent more than an >> hour looking for that precise piece of information, but I spent more >> than a week digging through all the available documentation on the >> wiki and BestPractical's website docs. The wiki consists primarily of >> tutorials. > > Found in the second hit on the wiki after typing Scrip into the search > box. > http://requesttracker.wikia.com/wiki/ScripExecOrder > Should be updated to reflect 4.2, but such is life. > > Trivially testable too. > Condition: ON Create > Action: User Defined > Prepare: 1; > Commit: RT->Logger->error("I'm the first scrip"); > Template: Blank So, there's my problem. I didn't use *Wikia's* search field for that particular query, I used raw Google and DuckDuckgo. (Well, could also be because I didn't use a simple enough query, but such is life.) This particular wiki's search functionality is more useful than the built-in search features of the vast majority out there. Noted. > > That's as much time as I have this week to search the wiki > and mailing list archives for things I've written. > >> I apologize if I'm a bit bristly, but I've always spent at least >> several hours searching and reading before opening a thread on a >> mailing list or IRC channel, because I hate "RTFM" or "LMGTFY" >> responses. > > I actually generally don't bother answering questions that I've > answered within the last two weeks. This was an exception because I > saw things being led astray. Fair enough. > >> Good to know. I did not find documentation describing the precise >> processing behavior of RT scrips. > > Patches welcome. Knowing the processing behavior is the first step to being able to author one. -- :wq From jblaine at kickflop.net Wed Aug 13 20:06:20 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Wed, 13 Aug 2014 20:06:20 -0400 Subject: [rt-users] Can't locate object method "host" In-Reply-To: <20140813132447.GF2988@jibsheet.com> References: <53EA4192.4080408@kickflop.net> <20140813132447.GF2988@jibsheet.com> Message-ID: <53EBFD7C.6080901@kickflop.net> On 8/13/2014 9:24 AM, Kevin Falcone wrote: > On Tue, Aug 12, 2014 at 12:32:18PM -0400, Jeff Blaine wrote: >> I keep getting the following errors when using the web UI. Here's one >> case just now where I logged in as root at https://alms2.foo.com/ and >> was then immediately thrown an error: >> >> [15332] [Tue Aug 12 15:55:24 2014] [info]: Successful login for root >> from 1xx.xx.x.165 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:816) >> [15332] [Tue Aug 12 15:55:24 2014] [error]: Can't locate object >> method "host" via package "URI::_foreign" at >> /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 935. >> >> Visiting https://alms2.mitre.org/ shows I *did* login as root though. >> >> Previously, Kevin Falcone had said: >> >> "This is RT trying to issue the redirect after login, what URL did >> you use to access RT and what was the next parameter." >> >> I had replied: >> >> I'm not sure what you mean by "what was the next parameter". > > Look at the code that calls Redirect (which is where your error comes > from). > > https://github.com/bestpractical/rt-authen-externalauth/blob/master/html/Elements/DoAuth#L19 > > What's $next for your user that errors out. > > You should also always turn on stacktraces when debugging something > like this. > > -kevin Thanks for the replies, Kevin and Alex P. The installed URI version is 1.61. Here's a login and the error it causes with stacktraces on. Aug 13 19:58:31 alms2 RT: [27927] Successful login for root from xxx.xx.0.231#012Trace begun at /opt/rt4/sbin /../lib/RT.pm line 298#012Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x1e0e6c8)', 'Successful login for root from xxx.xx.0.231') called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 816#012RT::Interface::Web::AttemptPasswordAuthentication('HASH(0x7485080)') called at /opt/rt4/share/html/NoAuth/Login.html line 49#012HTML::Mason::Commands::__ANON__('pass', 'REDACTEDPASSWORD', 'next', '7809d15aff10a9764adc454707dbf271', 'user', 'root') called at /usr/local/share/perl5/HTML/Mason/Component.pm line 138#012HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x759be50)', 'pass', 'REDACTEDPASSWORD', 'next', '7809d15aff10a9764adc454707dbf271', 'user', 'root') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1305#012eval {...} at /usr/local/share/perl5/HTML/Mason/Request.pm line 1295#012HTML::Mason::Request::comp(undef, undef, undef, 'pass', 'REDACTEDPASSWORD', 'next', '7809d15aff10a9764adc454707dbf271', 'user', 'root') called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 600#012RT::Interface::Web::MaybeShowNoAuthPage('HASH(0x75fa250)') called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 315#012RT::Interface::Web::HandleRequest('HASH(0x75fa250)') called at /opt/rt4/share/html/autohandler line 53#012HTML::Mason::Commands::__ANON__('pass', 'REDACTEDPASSWORD', 'next', '7809d15aff10a9764adc454707dbf271', 'user', 'root') called at /usr/local/share/perl5/HTML/Mason/Component.pm line 138#012HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x75d6f68)', 'pass', 'REDACTEDPASSWORD', 'next', '7809d15aff10a9764adc454707dbf271', 'user', 'root') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 1300#012eval {...} at /usr/local/share/perl5/HTML/Mason/Request.pm line 1295#012HTML::Mason::Request::comp(undef, undef, undef, 'pass', 'REDACTEDPASSWORD', 'next', '7809d15aff10a9764adc454707dbf271', 'user', 'root') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 484#012eval {...} at /usr/local/share/perl5/HT Aug 13 19:58:31 alms2 RT: [27927] Can't locate object method "host" via package "URI::_foreign" at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 935.#012#012Stack:#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:935]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:830]#012 [/opt/rt4/share/html/NoAuth/Login.html:49]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:600]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:315]#012 [/opt/rt4/share/html/autohandler:53]#012Trace begun at /opt/rt4/sbin/../lib/RT.pm line 298#012Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x1e0e6c8)', 'Can\'t locate object method "host" via package "URI::_foreign" at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 935.^J^JStack:^J [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:935]^J [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:830]^J [/opt/rt4/share/html/NoAuth/Login.html:49]^J [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:600]^J [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:315]^J [/opt/rt4/share/html/autohandler:53]^J') called at /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 209#012HTML::Mason::Exception::as_rt_error('HTML::Mason::Exception=HASH(0x78f6ee8)') called at /usr/local/share/perl5/HTML/Mason/Exceptions.pm line 282#012HTML::Mason::Exception::as_string('HTML::Mason::Exception=HASH(0x78f6ee8)', undef, '') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 570#012HTML::Mason::Request::_handle_error('RT::Interface::Web::Request=HASH(0x73a54b8)', 'HTML::Mason::Exception=HASH(0x78f6ee8)') called at /usr/local/share/perl5/HTML/Mason/Request.pm line 521#012HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x73a54b8)') called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 96#012eval {...} at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line 96#012HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x73a54b8)') called at /usr/local/share/perl5/HTML/Mason/Interp.pm line 345#012HTML::Mason::Interp::exec(undef, undef, 'pass', 'REDACTEDPASSWORD', 'next', '7809d15aff10a9764adc454707dbf271', 'user', 'root') call -- Jeff Blaine kickflop.net PGP/GnuPG Key ID: 0x0C8EDD02 From alexmv at bestpractical.com Wed Aug 13 20:31:52 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 13 Aug 2014 20:31:52 -0400 Subject: [rt-users] Can't locate object method "host" In-Reply-To: <53EBFD7C.6080901@kickflop.net> References: <53EA4192.4080408@kickflop.net> <20140813132447.GF2988@jibsheet.com> <53EBFD7C.6080901@kickflop.net> Message-ID: <53EC0378.7000808@bestpractical.com> On 08/13/2014 08:06 PM, Jeff Blaine wrote: > Aug 13 19:58:31 alms2 RT: [27927] Can't locate object method "host" via > package "URI::_foreign" at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line > 935. Please show the value of $WebDomain and $WebPort; if you've set them explicitly, please also show the values for $WebBaseURL / $WebURL. - Alex From alex at peters.net Wed Aug 13 20:33:24 2014 From: alex at peters.net (Alex Peters) Date: Thu, 14 Aug 2014 10:33:24 +1000 Subject: [rt-users] Can't locate object method "host" In-Reply-To: <53EBFD7C.6080901@kickflop.net> References: <53EA4192.4080408@kickflop.net> <20140813132447.GF2988@jibsheet.com> <53EBFD7C.6080901@kickflop.net> Message-ID: What's your WebURL config setting as reported by RT's System Configuration page? It looks like that might be malformed. On 14/08/2014 10:06 am, "Jeff Blaine" wrote: > On 8/13/2014 9:24 AM, Kevin Falcone wrote: > > On Tue, Aug 12, 2014 at 12:32:18PM -0400, Jeff Blaine wrote: > >> I keep getting the following errors when using the web UI. Here's one > >> case just now where I logged in as root at https://alms2.foo.com/ and > >> was then immediately thrown an error: > >> > >> [15332] [Tue Aug 12 15:55:24 2014] [info]: Successful login for root > >> from 1xx.xx.x.165 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:816) > >> [15332] [Tue Aug 12 15:55:24 2014] [error]: Can't locate object > >> method "host" via package "URI::_foreign" at > >> /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 935. > >> > >> Visiting https://alms2.mitre.org/ shows I *did* login as root though. > >> > >> Previously, Kevin Falcone had said: > >> > >> "This is RT trying to issue the redirect after login, what URL did > >> you use to access RT and what was the next parameter." > >> > >> I had replied: > >> > >> I'm not sure what you mean by "what was the next parameter". > > > > Look at the code that calls Redirect (which is where your error comes > > from). > > > > > https://github.com/bestpractical/rt-authen-externalauth/blob/master/html/Elements/DoAuth#L19 > > > > What's $next for your user that errors out. > > > > You should also always turn on stacktraces when debugging something > > like this. > > > > -kevin > > Thanks for the replies, Kevin and Alex P. > > The installed URI version is 1.61. > > Here's a login and the error it causes with stacktraces on. > > Aug 13 19:58:31 alms2 RT: [27927] Successful login for root from > xxx.xx.0.231#012Trace begun at /opt/rt4/sbin > /../lib/RT.pm line > 298#012Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x1e0e6c8)', > 'Successful login for root from xxx.xx.0.231') called at > /opt/rt4/sbin/../lib/RT/Interface/Web.pm line > 816#012RT::Interface::Web::AttemptPasswordAuthentication('HASH(0x7485080)') > called at /opt/rt4/share/html/NoAuth/Login.html line > 49#012HTML::Mason::Commands::__ANON__('pass', 'REDACTEDPASSWORD', > 'next', '7809d15aff10a9764adc454707dbf271', 'user', 'root') called at > /usr/local/share/perl5/HTML/Mason/Component.pm line > > 138#012HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x759be50)', > 'pass', 'REDACTEDPASSWORD', 'next', '7809d15aff10a9764adc454707dbf271', > 'user', 'root') called at /usr/local/share/perl5/HTML/Mason/Request.pm > line 1305#012eval {...} at /usr/local/share/perl5/HTML/Mason/Request.pm > line 1295#012HTML::Mason::Request::comp(undef, undef, undef, 'pass', > 'REDACTEDPASSWORD', 'next', '7809d15aff10a9764adc454707dbf271', 'user', > 'root') called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line > 600#012RT::Interface::Web::MaybeShowNoAuthPage('HASH(0x75fa250)') called > at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line > 315#012RT::Interface::Web::HandleRequest('HASH(0x75fa250)') called at > /opt/rt4/share/html/autohandler line > 53#012HTML::Mason::Commands::__ANON__('pass', 'REDACTEDPASSWORD', > 'next', '7809d15aff10a9764adc454707dbf271', 'user', 'root') called at > /usr/local/share/perl5/HTML/Mason/Component.pm line > > 138#012HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x75d6f68)', > 'pass', 'REDACTEDPASSWORD', 'next', '7809d15aff10a9764adc454707dbf271', > 'user', 'root') called at /usr/local/share/perl5/HTML/Mason/Request.pm > line 1300#012eval {...} at /usr/local/share/perl5/HTML/Mason/Request.pm > line 1295#012HTML::Mason::Request::comp(undef, undef, undef, 'pass', > 'REDACTEDPASSWORD', 'next', '7809d15aff10a9764adc454707dbf271', 'user', > 'root') called at /usr/local/share/perl5/HTML/Mason/Request.pm line > 484#012eval {...} at /usr/local/share/perl5/HT > > Aug 13 19:58:31 alms2 RT: [27927] Can't locate object method "host" via > package "URI::_foreign" at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line > 935.#012#012Stack:#012 > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:935]#012 > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:830]#012 > [/opt/rt4/share/html/NoAuth/Login.html:49]#012 > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:600]#012 > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:315]#012 > [/opt/rt4/share/html/autohandler:53]#012Trace begun at > /opt/rt4/sbin/../lib/RT.pm line > 298#012Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x1e0e6c8)', 'Can\'t > locate object method "host" via package "URI::_foreign" at > /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 935.^J^JStack:^J > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:935]^J > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:830]^J > [/opt/rt4/share/html/NoAuth/Login.html:49]^J > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:600]^J > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:315]^J > [/opt/rt4/share/html/autohandler:53]^J') called at > /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line > > 209#012HTML::Mason::Exception::as_rt_error('HTML::Mason::Exception=HASH(0x78f6ee8)') > called at /usr/local/share/perl5/HTML/Mason/Exceptions.pm line > > 282#012HTML::Mason::Exception::as_string('HTML::Mason::Exception=HASH(0x78f6ee8)', > undef, '') called at /usr/local/share/perl5/HTML/Mason/Request.pm line > > 570#012HTML::Mason::Request::_handle_error('RT::Interface::Web::Request=HASH(0x73a54b8)', > 'HTML::Mason::Exception=HASH(0x78f6ee8)') called at > /usr/local/share/perl5/HTML/Mason/Request.pm line > > 521#012HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x73a54b8)') > called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line > 96#012eval {...} at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm > line > > 96#012HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x73a54b8)') > called at /usr/local/share/perl5/HTML/Mason/Interp.pm line > 345#012HTML::Mason::Interp::exec(undef, undef, 'pass', > 'REDACTEDPASSWORD', 'next', '7809d15aff10a9764adc454707dbf271', 'user', > 'root') call > > -- > Jeff Blaine > kickflop.net > PGP/GnuPG Key ID: 0x0C8EDD02 > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML 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URL: From aaron.mccarthy at southwestern.ie Thu Aug 14 07:13:05 2014 From: aaron.mccarthy at southwestern.ie (AJ) Date: Thu, 14 Aug 2014 04:13:05 -0700 (PDT) Subject: [rt-users] Insert Content From Main Ticket. Into the Content of the approval Tickets Message-ID: <1408014785190-58329.post@n7.nabble.com> Hi, I am required to allow users the ability to approve tickets via email. Which I have implemented and working. The only problem is how can they approve something when they don't know what the approval is about because they cant see the content of the Original Ticket. Is there a way of doing this? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Insert-Content-From-Main-Ticket-Into-the-Content-of-the-approval-Tickets-tp58329.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From bbaker at copesan.com Thu Aug 14 09:43:14 2014 From: bbaker at copesan.com (Bryon Baker) Date: Thu, 14 Aug 2014 13:43:14 +0000 Subject: [rt-users] Reply Message-ID: <5cc638329b9a40ad9f7d5e3b62279156@BLUPR05MB788.namprd05.prod.outlook.com> I need some help I am using RT 4.2.3. The system has lost the ability to Reply to tickets. Nobody including root from any queue can use the reply to a ticket function. Can someone give me some direction as to where to look? 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" -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Thu Aug 14 10:37:55 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Thu, 14 Aug 2014 10:37:55 -0400 Subject: [rt-users] Can't locate object method "host" In-Reply-To: References: <53EA4192.4080408@kickflop.net> <20140813132447.GF2988@jibsheet.com> <53EBFD7C.6080901@kickflop.net> Message-ID: <53ECC9C3.4090502@kickflop.net> On 8/13/2014 8:33 PM, Alex Peters wrote: > What's your WebURL config setting as reported by RT's System > Configuration page? > > It looks like that might be malformed. WebBaseURL 'https://alms2.foo.com' core config WebDefaultStylesheet 'rudder' core config WebDomain 'alms2.foo.com' site config WebFlushDbCacheEveryRequest 1 core config WebHttpOnlyCookies 1 core config WebImagesURL '/static/images/' core config WebNoAuthRegex qr/^ (?:\/+NoAuth\/ | \/+REST\/\d+\.\d+\/NoAuth\/) /x core config WebPath '' core config WebPort '443' site config WebRemoteUserContinuous 1 core config WebSecureCookies 0 core config WebSessionProperties {} core config WebURL 'https://alms2.foo.com/' core config > On 14/08/2014 10:06 am, "Jeff Blaine" > wrote: > > On 8/13/2014 9:24 AM, Kevin Falcone wrote: > > On Tue, Aug 12, 2014 at 12:32:18PM -0400, Jeff Blaine wrote: > >> I keep getting the following errors when using the web UI. Here's one > >> case just now where I logged in as root at https://alms2.foo.com/ and > >> was then immediately thrown an error: > >> > >> [15332] [Tue Aug 12 15:55:24 2014] [info]: Successful login > for root > >> from 1xx.xx.x.165 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:816) > >> [15332] [Tue Aug 12 15:55:24 2014] [error]: Can't locate object > >> method "host" via package "URI::_foreign" at > >> /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 935. > >> > >> Visiting https://alms2.mitre.org/ shows I *did* login as root though. > >> > >> Previously, Kevin Falcone had said: > >> > >> "This is RT trying to issue the redirect after login, what > URL did > >> you use to access RT and what was the next parameter." > >> > >> I had replied: > >> > >> I'm not sure what you mean by "what was the next parameter". > > > > Look at the code that calls Redirect (which is where your error comes > > from). > > > > > https://github.com/bestpractical/rt-authen-externalauth/blob/master/html/Elements/DoAuth#L19 > > > > What's $next for your user that errors out. > > > > You should also always turn on stacktraces when debugging something > > like this. > > > > -kevin > > Thanks for the replies, Kevin and Alex P. > > The installed URI version is 1.61. > > Here's a login and the error it causes with stacktraces on. > > Aug 13 19:58:31 alms2 RT: [27927] Successful login for root from > xxx.xx.0.231#012Trace begun at /opt/rt4/sbin > /../lib/RT.pm line > 298#012Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x1e0e6c8)', > 'Successful login for root from xxx.xx.0.231') called at > /opt/rt4/sbin/../lib/RT/Interface/Web.pm line > 816#012RT::Interface::Web::AttemptPasswordAuthentication('HASH(0x7485080)') > called at /opt/rt4/share/html/NoAuth/Login.html line > 49#012HTML::Mason::Commands::__ANON__('pass', 'REDACTEDPASSWORD', > 'next', '7809d15aff10a9764adc454707dbf271', 'user', 'root') called at > /usr/local/share/perl5/HTML/Mason/Component.pm line > 138#012HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x759be50)', > 'pass', 'REDACTEDPASSWORD', 'next', '7809d15aff10a9764adc454707dbf271', > 'user', 'root') called at /usr/local/share/perl5/HTML/Mason/Request.pm > line 1305#012eval {...} at /usr/local/share/perl5/HTML/Mason/Request.pm > line 1295#012HTML::Mason::Request::comp(undef, undef, undef, 'pass', > 'REDACTEDPASSWORD', 'next', '7809d15aff10a9764adc454707dbf271', 'user', > 'root') called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line > 600#012RT::Interface::Web::MaybeShowNoAuthPage('HASH(0x75fa250)') called > at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line > 315#012RT::Interface::Web::HandleRequest('HASH(0x75fa250)') called at > /opt/rt4/share/html/autohandler line > 53#012HTML::Mason::Commands::__ANON__('pass', 'REDACTEDPASSWORD', > 'next', '7809d15aff10a9764adc454707dbf271', 'user', 'root') called at > /usr/local/share/perl5/HTML/Mason/Component.pm line > 138#012HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x75d6f68)', > 'pass', 'REDACTEDPASSWORD', 'next', '7809d15aff10a9764adc454707dbf271', > 'user', 'root') called at /usr/local/share/perl5/HTML/Mason/Request.pm > line 1300#012eval {...} at /usr/local/share/perl5/HTML/Mason/Request.pm > line 1295#012HTML::Mason::Request::comp(undef, undef, undef, 'pass', > 'REDACTEDPASSWORD', 'next', '7809d15aff10a9764adc454707dbf271', 'user', > 'root') called at /usr/local/share/perl5/HTML/Mason/Request.pm line > 484#012eval {...} at /usr/local/share/perl5/HT > > Aug 13 19:58:31 alms2 RT: [27927] Can't locate object method "host" via > package "URI::_foreign" at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line > 935.#012#012Stack:#012 > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:935]#012 > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:830]#012 > [/opt/rt4/share/html/NoAuth/Login.html:49]#012 > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:600]#012 > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:315]#012 > [/opt/rt4/share/html/autohandler:53]#012Trace begun at > /opt/rt4/sbin/../lib/RT.pm line > 298#012Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x1e0e6c8)', 'Can\'t > locate object method "host" via package "URI::_foreign" at > /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 935.^J^JStack:^J > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:935]^J > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:830]^J > [/opt/rt4/share/html/NoAuth/Login.html:49]^J > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:600]^J > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:315]^J > [/opt/rt4/share/html/autohandler:53]^J') called at > /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line > 209#012HTML::Mason::Exception::as_rt_error('HTML::Mason::Exception=HASH(0x78f6ee8)') > called at /usr/local/share/perl5/HTML/Mason/Exceptions.pm line > 282#012HTML::Mason::Exception::as_string('HTML::Mason::Exception=HASH(0x78f6ee8)', > undef, '') called at /usr/local/share/perl5/HTML/Mason/Request.pm line > 570#012HTML::Mason::Request::_handle_error('RT::Interface::Web::Request=HASH(0x73a54b8)', > 'HTML::Mason::Exception=HASH(0x78f6ee8)') called at > /usr/local/share/perl5/HTML/Mason/Request.pm line > 521#012HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x73a54b8)') > called at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm line > 96#012eval {...} at /usr/local/share/perl5/HTML/Mason/PSGIHandler.pm > line > 96#012HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x73a54b8)') > called at /usr/local/share/perl5/HTML/Mason/Interp.pm line > 345#012HTML::Mason::Interp::exec(undef, undef, 'pass', > 'REDACTEDPASSWORD', 'next', '7809d15aff10a9764adc454707dbf271', 'user', > 'root') call > > -- > Jeff Blaine > kickflop.net > PGP/GnuPG Key ID: 0x0C8EDD02 > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -- Jeff Blaine kickflop.net PGP/GnuPG Key ID: 0x0C8EDD02 From alexmv at bestpractical.com Thu Aug 14 13:34:46 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 14 Aug 2014 13:34:46 -0400 Subject: [rt-users] Coredumps, traceback, etc : 4.2.6 and RT-Authen-ExternalAuth In-Reply-To: <53DBE72C.1070509@kickflop.net> References: <53DBE72C.1070509@kickflop.net> Message-ID: <53ECF336.6090908@bestpractical.com> On 08/01/2014 03:14 PM, Jeff Blaine wrote: > RHEL 6.5 > RT 4.2.6 > RT-Authen-ExternalAuth 0.21 with SSL + TLS on. > > Using CPAN to install a more modern one, 1.65, results in httpd dumping > core at restart time. A support customer recently reported this to us, with enough details to replicate it; I've released RT::Authen::ExternalAuth 0.23 which should address segfaults when run under mod_perl. The bottom line to the failure is that Plack, the tool that RT uses to be run identically under mod_perl, fast_cgi, and standalone, hides the fact that it is running under mod_perl during startup; this is because some modules act overzealously when they notice. Unfortunately, Net::SSLeay needs to know if it is running under mod_perl during server startup, or it fails to acquire the correct locks before initializing OpenSSL's global state. The fix is to not load Net::SSLeay during server startup; RT::Authen::ExternalAuth 0.23 removes the unnecessary $ExternalServiceUsesSSLorTLS option which did so. Fixing Plack to not hide the mod_perl nature of the server is a more complex project which we're still investigating, as it will solve the more general case of this problem. - Alex From rjb38 at drexel.edu Thu Aug 14 17:33:43 2014 From: rjb38 at drexel.edu (Rich Bishop) Date: Thu, 14 Aug 2014 17:33:43 -0400 Subject: [rt-users] Mysql slowness with subject searches (possibly others) Message-ID: <20140814213343.GA5445@t420s.dhcp.drexel.edu> I'm running RT 4.2.3 with mysql 5.1.71 on RHEL 6.5. This install has been solid for months, then yesterday we start having serious performance issues. We've spent the last two days looking at everything we can think of and still can't crack the problem. I'd appreciate any suggestions for things to investigate. Searches using text in the quick seach box take a very long time and multiple searches bring the whole of RT to a crawl. Subject searches in the searchbuilder show the same behaviour. Searching by ticket number, owner or fulltext (using sphinx) are fast. When things slow down I see very high mysql cpu usage, no io wait. Show processlist shows the thread in "Copying to tmp table" state. Here's a problematic query. It was the only thing running at this time, it's already taken 24 seconds. During bad times earlier today I saw queries still running after half an hour. | 17 | rt_user | localhost | rt3 | Query | 24 | Copying to tmp table | SELECT DISTINCT main.* FROM Tickets main JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.Disabled = '0' ) AND ( CachedGroupMembers_2.MemberId = '38844' ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE ( ( ( main.Queue = '3' OR main.Queue = '4' OR main.Queue = '5' OR main.Queue = '6' OR main.Queue = '7' OR main.Queue = '8' OR main.Queue = '9' OR main.Queue = '10' OR main.Queue = '10' OR main.Queue = '11' OR main.Queue = '11' OR main.Queue = '12' OR main.Queue = '12' OR main.Queue = '13' OR main.Queue = '13' OR main.Queue = '14' OR main.Queue = '14' OR main.Queue = '15' OR main.Queue = '16' OR main.Queue = '18' OR main.Queue = '18' OR main.Queue = '19' OR main.Queue = '20' OR main.Queue = '21' OR main.Queue = '21' OR main.Queue = '21' OR main.Queue = '22' OR main.Queue = '23' OR main.Queue = '24' OR main.Queue = '26' OR main.Queue = '29' OR main.Queue = '30' OR main.Queue = '31' OR main.Queue = '32' OR main.Queue = '36' OR main.Queue = '38' OR main.Queue = '44' OR main.Queue = '51' OR main.Queue = '54' OR main.Queue = '55' OR main.Queue = '56' OR main.Queue = '57' OR main.Queue = '58' OR main.Queue = '59' OR main.Queue = '60' OR main.Queue = '61' OR main.Queue = '62' OR main.Queue = '63' OR main.Queue = '64' OR main.Queue = '65' OR main.Queue = '66' OR main.Queue = '67' OR main.Queue = '68' OR main.Queue = '70' OR main.Queue = '72' OR main.Queue = '73' OR main.Queue = '75' OR main.Queue = '77' OR main.Queue = '81' OR main.Queue = '86' OR main.Queue = '87' OR main.Queue = '88' OR main.Queue = '89' OR main.Queue = '90' OR main.Queue = '91' OR main.Queue = '92' OR main.Queue = '93' OR main.Queue = '93' OR main.Queue = '94' OR main.Queue = '95' OR main.Queue = '96' OR main.Queue = '105' OR main.Queue = '106' OR main.Queue = '110' OR main.Queue = '115' OR main.Queue = '120' OR main.Queue = '124' OR main.Queue = '125' OR main.Queue = '128' OR main.Queue = '129' OR main.Queue = '138' OR main.Queue = '139' OR main.Queue = '141' OR main.Queue = '142' OR main.Queue = '148' OR main.Queue = '150' OR main.Queue = '153' OR main.Queue = '154' ) OR ( CachedGroupMembers_2.MemberId IS NOT NULL AND Groups_1.Name = 'Requestor' AND ( main.Queue = '17' OR main.Queue = '46' ) ) OR ( CachedGroupMembers_2.MemberId IS NOT NULL AND Groups_1.Name = 'Cc' AND main.Queue = '17' ) ) ) AND (main.IsMerged IS NULL) AND (main.Status != 'deleted') AND (main.Type = 'ticket') AND (main.Subject LIKE '%blah%') ORDER BY main.id DESC LIMIT 50 | Explain plan for above query: +----+-------------+----------------------+--------+----------------------------------------------+------------+---------+-----------------------------+-------+--------------------------+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+----------------------+--------+----------------------------------------------+------------+---------+-----------------------------+-------+--------------------------+ | 1 | SIMPLE | Groups_1 | ref | groups1,groups2,groups3 | groups2 | 67 | const | 40094 | Using where; Using index | | 1 | SIMPLE | CachedGroupMembers_2 | ref | DisGrouMem,CachedGroupMembers3,SHREDDER_CGM1 | DisGrouMem | 12 | rt3.Groups_1.id,const,const | 1 | Using index | | 1 | SIMPLE | main | eq_ref | PRIMARY,Tickets1 | PRIMARY | 4 | rt3.Groups_1.Instance | 1 | Using where | +----+-------------+----------------------+--------+----------------------------------------------+------------+---------+-----------------------------+-------+--------------------------+ my.cnf: ======================================================================== [client] socket=/srv/mysql/mysql.sock [mysqld] large-pages datadir=/srv/mysql socket=/srv/mysql/mysql.sock port = 3306 # Maximum allowed size for a single HEAP (in memory) table. This option # is a protection against the accidential creation of a very large HEAP # table which could otherwise use up all memory resources. max_heap_table_size = 128M max_allowed_packet = 32M # Set to size of largest BLOB # sort_buffer_size = 8M # Speeds order by & group by sort_buffer_size = 1024M # Speeds order by & group by join_buffer_size = 16M thread_cache = 32 thread_concurrency = 32 query_cache_size = 64M query_cache_limit = 4M query_cache_type = 1 thread_stack = 192K tmp_table_size = 512M table_cache = 1024 # Max # of opened tables for all threads (see Opened_tables in status) max_connections = 512 # Default to using old password format for compatibility with mysql 3.x # clients (those using the mysqlclient10 compatibility package). old_passwords=1 skip-external-locking # key_buffer = 256M # MyISAM only? #key_buffer = 2048M # MyISAM only? key_buffer = 128M read_buffer_size = 1024M #read_buffer_size = 128M # Uncomment the following if you are using InnoDB tables innodb_data_home_dir = /srv/mysql/ innodb_data_file_path = ibdata1:10M:autoextend innodb_log_group_home_dir = /srv/mysql/ # You can set .._buffer_pool_size up to 50 - 80 % # of RAM but beware of setting memory usage too high innodb_buffer_pool_size = 16192M #innodb_buffer_pool_size = 8096M #innodb_buffer_pool_instances = 2 #innodb_buffer_pool_size = 2048M innodb_additional_mem_pool_size = 40M # Set .._log_file_size to 25 % of buffer pool size innodb_log_file_size = 512M innodb_log_files_in_group = 3 innodb_log_buffer_size = 16M innodb_flush_log_at_trx_commit = 1 #innodb_lock_wait_timeout = 50 innodb_thread_concurrency = 32 innodb_max_dirty_pages_pct = 90 innodb_lock_wait_timeout = 45 # If you run into InnoDB tablespace corruption, setting this to a nonzero # value will likely help you to dump your tables. Start from value 1 and # increase it until you're able to dump the table successfully. #innodb_force_recovery=0 # # Logging log_bin = 1 binlog_cache_size = 1M max_binlog_size = 100M slow_query_log_file = /srv/mysql/rt-slowquery.log slow_query_log = 1 long_query_time = 20 log_long_format #log = /srv/mysql/mysql.log [mysqldump] quick max_allowed_packet = 24M [mysql] no-auto-rehash # Remove the next comment character if you are not familiar with SQL [mysql.server] user=mysql basedir=/var/lib [mysqld_safe] err-log=/var/log/mysqld.log pid-file=/var/run/mysqld/mysqld.pid ======================================================================== There's nothing of note in any of the logs. Thanks in advance, Rich From alex at peters.net Thu Aug 14 23:06:45 2014 From: alex at peters.net (Alex Peters) Date: Fri, 15 Aug 2014 13:06:45 +1000 Subject: [rt-users] Reply In-Reply-To: <5cc638329b9a40ad9f7d5e3b62279156@BLUPR05MB788.namprd05.prod.outlook.com> References: <5cc638329b9a40ad9f7d5e3b62279156@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: Is anything showing up in the logs when you attempt to issue a reply, or is the ability to reply completely removed from the interface? What exactly is available and what occurs when you perform any relevant actions (e.g. when you click "Update Ticket," if you even can)? On 14 August 2014 23:43, Bryon Baker wrote: > I need some help > > I am using RT 4.2.3. The system has lost the ability to Reply to > tickets. Nobody including root from any queue can use the reply to a > ticket function. > > > > Can someone give me some direction as to where to look? > > > > 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 - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Fri Aug 15 09:54:46 2014 From: bbaker at copesan.com (Bryon Baker) Date: Fri, 15 Aug 2014 13:54:46 +0000 Subject: [rt-users] Reply In-Reply-To: References: <5cc638329b9a40ad9f7d5e3b62279156@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: <51e2be0eff18497bb2b8ca9885632386@BLUPR05MB788.namprd05.prod.outlook.com> When I use the action Reply there are no boxes to check or uncheck in the ?Scripts and Recipients? area when I click the update ticket there are no errors. On the ticket history a correspondence is added but no entry for email sent. I do not see any error in the log. 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: Alex Peters [mailto:alex at peters.net] Sent: Thursday, August 14, 2014 10:07 PM To: Bryon Baker Cc: RT Users (rt-users at lists.bestpractical.com) Subject: Re: [rt-users] Reply Is anything showing up in the logs when you attempt to issue a reply, or is the ability to reply completely removed from the interface? What exactly is available and what occurs when you perform any relevant actions (e.g. when you click "Update Ticket," if you even can)? On 14 August 2014 23:43, Bryon Baker > wrote: I need some help I am using RT 4.2.3. The system has lost the ability to Reply to tickets. Nobody including root from any queue can use the reply to a ticket function. Can someone give me some direction as to where to look? 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 - Boston, September 9-10 http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Fri Aug 15 10:08:48 2014 From: alex at peters.net (Alex Peters) Date: Sat, 16 Aug 2014 00:08:48 +1000 Subject: [rt-users] Reply In-Reply-To: <51e2be0eff18497bb2b8ca9885632386@BLUPR05MB788.namprd05.prod.outlook.com> References: <5cc638329b9a40ad9f7d5e3b62279156@BLUPR05MB788.namprd05.prod.outlook.com> <51e2be0eff18497bb2b8ca9885632386@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: So the reply itself is working, but no scrips that would generate email are firing. Double-check the enabled scrips for the relevant queue, and what users/groups are set up as ticket/queue watchers. On 15/08/2014 11:55 pm, "Bryon Baker" wrote: > When I use the action Reply there are no boxes to check or uncheck in > the ?Scripts and Recipients? area when I click the update ticket there are > no errors. On the ticket history a correspondence is added but no entry > for email sent. > > > > I do not see any error in the log. > > > > > > 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:* Alex Peters [mailto:alex at peters.net] > *Sent:* Thursday, August 14, 2014 10:07 PM > *To:* Bryon Baker > *Cc:* RT Users (rt-users at lists.bestpractical.com) > *Subject:* Re: [rt-users] Reply > > > > Is anything showing up in the logs when you attempt to issue a reply, or > is the ability to reply completely removed from the interface? What > exactly is available and what occurs when you perform any relevant actions > (e.g. when you click "Update Ticket," if you even can)? > > > > On 14 August 2014 23:43, Bryon Baker wrote: > > I need some help > > I am using RT 4.2.3. The system has lost the ability to Reply to > tickets. Nobody including root from any queue can use the reply to a > ticket function. > > > > Can someone give me some direction as to where to look? > > > > 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 - Boston, September 9-10 > http://bestpractical.com/training > > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Fri Aug 15 10:11:30 2014 From: bbaker at copesan.com (Bryon Baker) Date: Fri, 15 Aug 2014 14:11:30 +0000 Subject: [rt-users] Reply In-Reply-To: References: <5cc638329b9a40ad9f7d5e3b62279156@BLUPR05MB788.namprd05.prod.outlook.com> <51e2be0eff18497bb2b8ca9885632386@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: <5e20ccba7e9e4ed2811eaf92cd02002c@BLUPR05MB788.namprd05.prod.outlook.com> Ok maybe somehow I turned off the scrip, what is the default scrip for this 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" From: Alex Peters [mailto:alex at peters.net] Sent: Friday, August 15, 2014 9:09 AM To: Bryon Baker Cc: RT Users (rt-users at lists.bestpractical.com) Subject: Re: [rt-users] Reply So the reply itself is working, but no scrips that would generate email are firing. Double-check the enabled scrips for the relevant queue, and what users/groups are set up as ticket/queue watchers. On 15/08/2014 11:55 pm, "Bryon Baker" > wrote: When I use the action Reply there are no boxes to check or uncheck in the ?Scripts and Recipients? area when I click the update ticket there are no errors. On the ticket history a correspondence is added but no entry for email sent. I do not see any error in the log. 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: Alex Peters [mailto:alex at peters.net] Sent: Thursday, August 14, 2014 10:07 PM To: Bryon Baker Cc: RT Users (rt-users at lists.bestpractical.com) Subject: Re: [rt-users] Reply Is anything showing up in the logs when you attempt to issue a reply, or is the ability to reply completely removed from the interface? What exactly is available and what occurs when you perform any relevant actions (e.g. when you click "Update Ticket," if you even can)? On 14 August 2014 23:43, Bryon Baker > wrote: I need some help I am using RT 4.2.3. The system has lost the ability to Reply to tickets. Nobody including root from any queue can use the reply to a ticket function. Can someone give me some direction as to where to look? 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 - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Fri Aug 15 11:01:02 2014 From: alex at peters.net (Alex Peters) Date: Sat, 16 Aug 2014 01:01:02 +1000 Subject: [rt-users] Reply In-Reply-To: <5e20ccba7e9e4ed2811eaf92cd02002c@BLUPR05MB788.namprd05.prod.outlook.com> References: <5cc638329b9a40ad9f7d5e3b62279156@BLUPR05MB788.namprd05.prod.outlook.com> <51e2be0eff18497bb2b8ca9885632386@BLUPR05MB788.namprd05.prod.outlook.com> <5e20ccba7e9e4ed2811eaf92cd02002c@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: All of the relevant scrips are named "On Correspond Notify ...". On 16/08/2014 12:11 am, "Bryon Baker" wrote: > Ok maybe somehow I turned off the scrip, what is the default scrip for > this 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"* > > > > *From:* Alex Peters [mailto:alex at peters.net] > *Sent:* Friday, August 15, 2014 9:09 AM > *To:* Bryon Baker > *Cc:* RT Users (rt-users at lists.bestpractical.com) > *Subject:* Re: [rt-users] Reply > > > > So the reply itself is working, but no scrips that would generate email > are firing. > > Double-check the enabled scrips for the relevant queue, and what > users/groups are set up as ticket/queue watchers. > > On 15/08/2014 11:55 pm, "Bryon Baker" wrote: > > When I use the action Reply there are no boxes to check or uncheck in the > ?Scripts and Recipients? area when I click the update ticket there are no > errors. On the ticket history a correspondence is added but no entry for > email sent. > > > > I do not see any error in the log. > > > > > > 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:* Alex Peters [mailto:alex at peters.net] > *Sent:* Thursday, August 14, 2014 10:07 PM > *To:* Bryon Baker > *Cc:* RT Users (rt-users at lists.bestpractical.com) > *Subject:* Re: [rt-users] Reply > > > > Is anything showing up in the logs when you attempt to issue a reply, or > is the ability to reply completely removed from the interface? What > exactly is available and what occurs when you perform any relevant actions > (e.g. when you click "Update Ticket," if you even can)? > > > > On 14 August 2014 23:43, Bryon Baker wrote: > > I need some help > > I am using RT 4.2.3. The system has lost the ability to Reply to > tickets. Nobody including root from any queue can use the reply to a > ticket function. > > > > Can someone give me some direction as to where to look? > > > > 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 - Boston, September 9-10 > http://bestpractical.com/training > > > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Fri Aug 15 11:02:45 2014 From: bbaker at copesan.com (Bryon Baker) Date: Fri, 15 Aug 2014 15:02:45 +0000 Subject: [rt-users] Reply In-Reply-To: References: <5cc638329b9a40ad9f7d5e3b62279156@BLUPR05MB788.namprd05.prod.outlook.com> <51e2be0eff18497bb2b8ca9885632386@BLUPR05MB788.namprd05.prod.outlook.com> <5e20ccba7e9e4ed2811eaf92cd02002c@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: <5d5ef9d9f7064666a9d7baa16a3a5dfe@BLUPR05MB788.namprd05.prod.outlook.com> Thanks Alex I implemented On Correspond Notify Requestors and Ccs and this seems to be working. Again 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: Alex Peters [mailto:alex at peters.net] Sent: Friday, August 15, 2014 10:01 AM To: Bryon Baker Cc: RT Users (rt-users at lists.bestpractical.com) Subject: Re: [rt-users] Reply All of the relevant scrips are named "On Correspond Notify ...". On 16/08/2014 12:11 am, "Bryon Baker" > wrote: Ok maybe somehow I turned off the scrip, what is the default scrip for this 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" From: Alex Peters [mailto:alex at peters.net] Sent: Friday, August 15, 2014 9:09 AM To: Bryon Baker Cc: RT Users (rt-users at lists.bestpractical.com) Subject: Re: [rt-users] Reply So the reply itself is working, but no scrips that would generate email are firing. Double-check the enabled scrips for the relevant queue, and what users/groups are set up as ticket/queue watchers. On 15/08/2014 11:55 pm, "Bryon Baker" > wrote: When I use the action Reply there are no boxes to check or uncheck in the ?Scripts and Recipients? area when I click the update ticket there are no errors. On the ticket history a correspondence is added but no entry for email sent. I do not see any error in the log. 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: Alex Peters [mailto:alex at peters.net] Sent: Thursday, August 14, 2014 10:07 PM To: Bryon Baker Cc: RT Users (rt-users at lists.bestpractical.com) Subject: Re: [rt-users] Reply Is anything showing up in the logs when you attempt to issue a reply, or is the ability to reply completely removed from the interface? What exactly is available and what occurs when you perform any relevant actions (e.g. when you click "Update Ticket," if you even can)? On 14 August 2014 23:43, Bryon Baker > wrote: I need some help I am using RT 4.2.3. The system has lost the ability to Reply to tickets. Nobody including root from any queue can use the reply to a ticket function. Can someone give me some direction as to where to look? 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 - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron.mccarthy at southwestern.ie Fri Aug 15 11:35:47 2014 From: aaron.mccarthy at southwestern.ie (AJ) Date: Fri, 15 Aug 2014 08:35:47 -0700 (PDT) Subject: [rt-users] Insert Content From Main Ticket. Into the Content of the approval Tickets In-Reply-To: <1408014785190-58329.post@n7.nabble.com> References: <1408014785190-58329.post@n7.nabble.com> Message-ID: <1408116947388-58340.post@n7.nabble.com> I managed to get this working. Now I have another issue. If a user makes a ticket with an attachment. How can I show that attachment in the approval ticket? Please help. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Insert-Content-From-Main-Ticket-Into-the-Content-of-the-approval-Tickets-tp58329p58340.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alexmv at bestpractical.com Fri Aug 15 14:50:30 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 15 Aug 2014 14:50:30 -0400 Subject: [rt-users] Assets and CSV export. Not all default fields displaying data In-Reply-To: References: Message-ID: <53EE5676.2080705@bestpractical.com> On 08/11/2014 04:34 PM, Armin Liedtke wrote: > We have started using Assets 1.01 for RT. One of the things I found is > that when I do a search and then attempt to export to csv I don?t get > all of the data. This is a bug in RT 4.2.4 and up; it should be fixed in the next release of RT. - Alex From alexmv at bestpractical.com Fri Aug 15 15:11:18 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 15 Aug 2014 15:11:18 -0400 Subject: [rt-users] Assets for RT breaks when you disable a Asset Owner !! In-Reply-To: <2C5CB6FF-CCBB-4B9E-A6C7-9633A1B3E6D5@gmail.com> References: <2C5CB6FF-CCBB-4B9E-A6C7-9633A1B3E6D5@gmail.com> Message-ID: <53EE5B56.5010207@bestpractical.com> On 07/04/2014 10:11 AM, Al Joslin wrote: > I made a user the owner of an Asset, later I disabled access for that User > > When I next visited that Asset I got an error in the GUI -- the Asset > screen stopped rendering after The Basics and displayed this message: > "An internal RT error has occurred. Your administrator can find more > details in RT's log files." Thanks (belatedly) for the report; this will be fixed in the next release of RT::Extension::Assets. - Alex From allen.joslin at gmail.com Sat Aug 16 06:33:56 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Sat, 16 Aug 2014 06:33:56 -0400 Subject: [rt-users] help! users (root or otherwise) can't change their passwords, two different RT installs (4.2.4 & 4.2.6) Message-ID: <3E67AD7E-49BA-48B9-B2BA-73B3BEA17E50@gmail.com> I've an odd situation here, and I'm sure I've missed something very basic... I've installed RT twice now, once over Ubuntu and again over CentOS, and root can add users but not change his (Enoch's) password None of the users, all granted the ModifySelf option, can change their passwords either Everyone gets to enter their current and new (twice) password, and the confirmatory message is displayed: AuthToken changed from '' to '' but their old password is the only on they can login with Enoch can create users, and has created a whole structure of queues,users, groups, catalogs, scrips, etc... All the users have created and edited Tickets and Assets and other Person Profile fields... But no one can change their password... (just noticed: if I put my cursor in any Profile field, as any user, and hit return without entering anything -- I get the AuthToken changed message) Help!! Al; The Ubuntu installation RT: 4.2.4 Ubuntu: Ubuntu 14.04 LTS (3.13.0-32-generic) MySQL: Ver 14.14 Distrib 5.5.38, for debian-linux-gnu (x86_64) using readline 6.3 The CentOS installation RT: 4.2.6 CentOS: 6.8 (2.6.32-431.23.3.el6.i686) MySQL: mysql Ver 15.1 Distrib 5.5.38-MariaDB From allen.joslin at gmail.com Sat Aug 16 10:08:40 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Sat, 16 Aug 2014 10:08:40 -0400 Subject: [rt-users] help! users (root or otherwise) can't change their passwords, two different RT installs (4.2.4 & 4.2.6) In-Reply-To: <3E67AD7E-49BA-48B9-B2BA-73B3BEA17E50@gmail.com> References: <3E67AD7E-49BA-48B9-B2BA-73B3BEA17E50@gmail.com> Message-ID: <9D37F541-6E05-4BE9-8F33-78A9257166FF@gmail.com> when logged in as root I can change other users' passwords and the confirmation message says: password changed Still, when trying to change my own password -- it will not change (and the message says Auth Token Changed) confounding... al; On Aug 16, 2014, at 6:33 AM, Al Joslin wrote: > > I've an odd situation here, and I'm sure I've missed something very basic... > > I've installed RT twice now, once over Ubuntu and again over CentOS, and root can add users but not change his (Enoch's) password > > None of the users, all granted the ModifySelf option, can change their passwords either > > Everyone gets to enter their current and new (twice) password, and the confirmatory message is displayed: AuthToken changed from '' to '' but their old password is the only on they can login with > > Enoch can create users, and has created a whole structure of queues,users, groups, catalogs, scrips, etc... > > All the users have created and edited Tickets and Assets and other Person Profile fields... > > But no one can change their password... > > (just noticed: if I put my cursor in any Profile field, as any user, and hit return without entering anything -- I get the AuthToken changed message) > > Help!! > > Al; > > > > The Ubuntu installation > RT: 4.2.4 > Ubuntu: Ubuntu 14.04 LTS (3.13.0-32-generic) > MySQL: Ver 14.14 Distrib 5.5.38, for debian-linux-gnu (x86_64) using readline 6.3 > > The CentOS installation > RT: 4.2.6 > CentOS: 6.8 (2.6.32-431.23.3.el6.i686) > MySQL: mysql Ver 15.1 Distrib 5.5.38-MariaDB > From allen.joslin at gmail.com Sat Aug 16 10:16:10 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Sat, 16 Aug 2014 10:16:10 -0400 Subject: [rt-users] [solved]: help! users (root or otherwise) can't change their passwords, two different RT installs (4.2.4 & 4.2.6) In-Reply-To: <9D37F541-6E05-4BE9-8F33-78A9257166FF@gmail.com> References: <3E67AD7E-49BA-48B9-B2BA-73B3BEA17E50@gmail.com> <9D37F541-6E05-4BE9-8F33-78A9257166FF@gmail.com> Message-ID: Hitting return on the User Profile page triggers the [normally invisible] 'Reset secret authentication token' button - when it should trigger the 'Save Preferences' button If you enter your password change request and _click_ the 'Save Preferences' then things work as expected Everywhere else in RT I've gotten used to hitting return to save changes al; On Aug 16, 2014, at 10:08 AM, Al Joslin wrote: > when logged in as root I can change other users' passwords > > and the confirmation message says: password changed > > Still, when trying to change my own password -- it will not change (and the message says Auth Token Changed) > > confounding... > > al; > > > On Aug 16, 2014, at 6:33 AM, Al Joslin wrote: > >> >> I've an odd situation here, and I'm sure I've missed something very basic... >> >> I've installed RT twice now, once over Ubuntu and again over CentOS, and root can add users but not change his (Enoch's) password >> >> None of the users, all granted the ModifySelf option, can change their passwords either >> >> Everyone gets to enter their current and new (twice) password, and the confirmatory message is displayed: AuthToken changed from '' to '' but their old password is the only on they can login with >> >> Enoch can create users, and has created a whole structure of queues,users, groups, catalogs, scrips, etc... >> >> All the users have created and edited Tickets and Assets and other Person Profile fields... >> >> But no one can change their password... >> >> (just noticed: if I put my cursor in any Profile field, as any user, and hit return without entering anything -- I get the AuthToken changed message) >> >> Help!! >> >> Al; >> >> >> >> The Ubuntu installation >> RT: 4.2.4 >> Ubuntu: Ubuntu 14.04 LTS (3.13.0-32-generic) >> MySQL: Ver 14.14 Distrib 5.5.38, for debian-linux-gnu (x86_64) using readline 6.3 >> >> The CentOS installation >> RT: 4.2.6 >> CentOS: 6.8 (2.6.32-431.23.3.el6.i686) >> MySQL: mysql Ver 15.1 Distrib 5.5.38-MariaDB >> > From alex at peters.net Sat Aug 16 23:13:18 2014 From: alex at peters.net (Alex Peters) Date: Sun, 17 Aug 2014 13:13:18 +1000 Subject: [rt-users] [solved]: help! users (root or otherwise) can't change their passwords, two different RT installs (4.2.4 & 4.2.6) In-Reply-To: References: <3E67AD7E-49BA-48B9-B2BA-73B3BEA17E50@gmail.com> <9D37F541-6E05-4BE9-8F33-78A9257166FF@gmail.com> Message-ID: The fact that an invisible submit button is triggering is probably a bug. I wonder whether there should ever be a certain submit button getting priority anyway when an RT form has multiple submit buttons. In such cases when Enter is pressed, RT could probably return a message asking the user to click a specific button for this particular form. On 17/08/2014 12:16 am, "Al Joslin" wrote: > > Hitting return on the User Profile page triggers the [normally invisible] > 'Reset secret authentication token' button - when it should trigger the > 'Save Preferences' button > > If you enter your password change request and _click_ the 'Save > Preferences' then things work as expected > > Everywhere else in RT I've gotten used to hitting return to save changes > > al; > > > On Aug 16, 2014, at 10:08 AM, Al Joslin wrote: > > > when logged in as root I can change other users' passwords > > > > and the confirmation message says: password changed > > > > Still, when trying to change my own password -- it will not change (and > the message says Auth Token Changed) > > > > confounding... > > > > al; > > > > > > On Aug 16, 2014, at 6:33 AM, Al Joslin wrote: > > > >> > >> I've an odd situation here, and I'm sure I've missed something very > basic... > >> > >> I've installed RT twice now, once over Ubuntu and again over CentOS, > and root can add users but not change his (Enoch's) password > >> > >> None of the users, all granted the ModifySelf option, can change their > passwords either > >> > >> Everyone gets to enter their current and new (twice) password, and the > confirmatory message is displayed: AuthToken changed from '' to > '' but their old password is the only on they can login with > >> > >> Enoch can create users, and has created a whole structure of > queues,users, groups, catalogs, scrips, etc... > >> > >> All the users have created and edited Tickets and Assets and other > Person Profile fields... > >> > >> But no one can change their password... > >> > >> (just noticed: if I put my cursor in any Profile field, as any user, > and hit return without entering anything -- I get the AuthToken changed > message) > >> > >> Help!! > >> > >> Al; > >> > >> > >> > >> The Ubuntu installation > >> RT: 4.2.4 > >> Ubuntu: Ubuntu 14.04 LTS (3.13.0-32-generic) > >> MySQL: Ver 14.14 Distrib 5.5.38, for debian-linux-gnu (x86_64) > using readline 6.3 > >> > >> The CentOS installation > >> RT: 4.2.6 > >> CentOS: 6.8 (2.6.32-431.23.3.el6.i686) > >> MySQL: mysql Ver 15.1 Distrib 5.5.38-MariaDB > >> > > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From allen.joslin at gmail.com Sun Aug 17 08:14:56 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Sun, 17 Aug 2014 08:14:56 -0400 Subject: [rt-users] [solved]: help! users (root or otherwise) can't change their passwords, two different RT installs (4.2.4 & 4.2.6) In-Reply-To: References: <3E67AD7E-49BA-48B9-B2BA-73B3BEA17E50@gmail.com> <9D37F541-6E05-4BE9-8F33-78A9257166FF@gmail.com> Message-ID: <46B72C0A-278E-49BD-9C39-CF4F44B99E5F@gmail.com> I filed a bug on it as a un-expected behavior in the User/Prefs page al; On Aug 16, 2014, at 11:13 PM, Alex Peters wrote: > The fact that an invisible submit button is triggering is probably a bug. > > I wonder whether there should ever be a certain submit button getting priority anyway when an RT form has multiple submit buttons. In such cases when Enter is pressed, RT could probably return a message asking the user to click a specific button for this particular form. > > On 17/08/2014 12:16 am, "Al Joslin" wrote: > > Hitting return on the User Profile page triggers the [normally invisible] 'Reset secret authentication token' button - when it should trigger the 'Save Preferences' button > > If you enter your password change request and _click_ the 'Save Preferences' then things work as expected > > Everywhere else in RT I've gotten used to hitting return to save changes > > al; > > > On Aug 16, 2014, at 10:08 AM, Al Joslin wrote: > > > when logged in as root I can change other users' passwords > > > > and the confirmation message says: password changed > > > > Still, when trying to change my own password -- it will not change (and the message says Auth Token Changed) > > > > confounding... > > > > al; > > > > > > On Aug 16, 2014, at 6:33 AM, Al Joslin wrote: > > > >> > >> I've an odd situation here, and I'm sure I've missed something very basic... > >> > >> I've installed RT twice now, once over Ubuntu and again over CentOS, and root can add users but not change his (Enoch's) password > >> > >> None of the users, all granted the ModifySelf option, can change their passwords either > >> > >> Everyone gets to enter their current and new (twice) password, and the confirmatory message is displayed: AuthToken changed from '' to '' but their old password is the only on they can login with > >> > >> Enoch can create users, and has created a whole structure of queues,users, groups, catalogs, scrips, etc... > >> > >> All the users have created and edited Tickets and Assets and other Person Profile fields... > >> > >> But no one can change their password... > >> > >> (just noticed: if I put my cursor in any Profile field, as any user, and hit return without entering anything -- I get the AuthToken changed message) > >> > >> Help!! > >> > >> Al; > >> > >> > >> > >> The Ubuntu installation > >> RT: 4.2.4 > >> Ubuntu: Ubuntu 14.04 LTS (3.13.0-32-generic) > >> MySQL: Ver 14.14 Distrib 5.5.38, for debian-linux-gnu (x86_64) using readline 6.3 > >> > >> The CentOS installation > >> RT: 4.2.6 > >> CentOS: 6.8 (2.6.32-431.23.3.el6.i686) > >> MySQL: mysql Ver 15.1 Distrib 5.5.38-MariaDB > >> > > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From rjb38 at drexel.edu Sun Aug 17 12:38:11 2014 From: rjb38 at drexel.edu (Rich Bishop) Date: Sun, 17 Aug 2014 12:38:11 -0400 Subject: [rt-users] Mysql slowness with subject searches (possibly others) In-Reply-To: <20140814213343.GA5445@t420s.dhcp.drexel.edu> References: <20140814213343.GA5445@t420s.dhcp.drexel.edu> Message-ID: <20140817163810.GA24823@t420s.dhcp.drexel.edu> Follow up to my own question - we've still seeing these problems and have discovered it seems to be due to mysql not using an index on the query. This query: SELECT DISTINCT main.* FROM Tickets main JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.Disabled = '0' ) AND ( CachedGroupMembers_2.MemberId = '1060860' ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE ( ( ( main.Queue = '3' OR main.Queue = '4' OR main.Queue = '5' OR main.Queue = '6' OR main.Queue = '7' OR main.Queue = '8' OR main.Queue = '9' OR main.Queue = '10' OR main.Queue = '10' OR main.Queue = '11' OR main.Queue = '11' OR main.Queue = '12' OR main.Queue = '12' OR main.Queue = '13' OR main.Queue = '13' OR main.Queue = '14' OR main.Queue = '14' OR main.Queue = '15' OR main.Queue = '16' OR main.Queue = '18' OR main.Queue = '18' OR main.Queue = '19' OR main.Queue = '20' OR main.Queue = '21' OR main.Queue = '21' OR main.Queue = '22' OR main.Queue = '23' OR main.Queue = '24' OR main.Queue = '26' OR main.Queue = '29' OR main.Queue = '30' OR main.Queue = '31' OR main.Queue = '32' OR main.Queue = '36' OR main.Queue = '38' OR main.Queue = '44' OR main.Queue = '51' OR main.Queue = '106' OR main.Queue = '110' OR main.Queue = '115' OR main.Queue = '120' OR main.Queue = '124' OR main.Queue = '125' OR main.Queue = '128' OR main.Queue = '129' OR main.Queue = '138' OR main.Queue = '139' OR main.Queue = '141' OR main.Queue = '142' OR main.Queue = '148' OR main.Queue = '150' OR main.Queue = '153' OR main.Queue = '154' ) OR ( CachedGroupMembers_2.MemberId IS NOT NULL AND Groups_1.Name = 'Requestor' AND ( main.Queue = '17' OR main.Queue = '46' ) ) OR ( CachedGroupMembers_2.MemberId IS NOT NULL AND Groups_1.Name = 'Cc' AND main.Queue = '17' ) ) ) AND (main.IsMerged IS NULL) AND (main.Status != 'deleted') AND (main.Type = 'ticket') AND (main.Subject LIKE '%floria%') ORDER BY main.id ASC LIMIT 50; takes around 22s, add use index (Tickets1) and it runs in 1.5s. I'm not aware that we can add the index hint into a DBIx::SearchBuilder query and I'm not sure how to force mysql to use the index without a hint. Does anyone have any ideas? Thanks, Rich From falcone at bestpractical.com Mon Aug 18 11:04:48 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 18 Aug 2014 11:04:48 -0400 Subject: [rt-users] [solved]: help! users (root or otherwise) can't change their passwords, two different RT installs (4.2.4 & 4.2.6) In-Reply-To: <46B72C0A-278E-49BD-9C39-CF4F44B99E5F@gmail.com> References: <3E67AD7E-49BA-48B9-B2BA-73B3BEA17E50@gmail.com> <9D37F541-6E05-4BE9-8F33-78A9257166FF@gmail.com> <46B72C0A-278E-49BD-9C39-CF4F44B99E5F@gmail.com> Message-ID: <20140818150448.GA2788@jibsheet.com> On Sun, Aug 17, 2014 at 08:14:56AM -0400, Al Joslin wrote: > I filed a bug on it as a un-expected behavior in the User/Prefs page And I've gone ahead and merged it into the existing bug report. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From ms at fv-berlin.de Mon Aug 18 11:12:53 2014 From: ms at fv-berlin.de (ms at fv-berlin.de) Date: Mon, 18 Aug 2014 17:12:53 +0200 Subject: [rt-users] S/MIME signed emails are detected as non-plaintext Message-ID: <53F217F5.9030008@fv-berlin.de> Hi, we're running RT 4.2.5 and have noticed a minor annoyance. When you send an S/MIME-signed (not encrypted!) mail to RT to create a ticket, the email body will be added as quoted text because "it's not plain text". You can click on the quoted text to read it perfectly fine, but this is still somewhat of an annoyance. Is this behaviour something I can configure, maybe in a list of acceptable content-types or something? Such mails may look like this: MIME-Version: 1.0 Content-Type: multipart/signed; protocol="application/x-pkcs7-signature"; micalg=2.16.840.1.101.3.4.2.1; boundary="----=_NextPart_000_001C_01CFBB05.63DBBF10" This is a multipart message in MIME format. ------=_NextPart_000_001C_01CFBB05.63DBBF10 Content-Type: multipart/related; boundary="----=_NextPart_001_001D_01CFBB05.63DBBF10" ------=_NextPart_001_001D_01CFBB05.63DBBF10 Content-Type: multipart/alternative; boundary="----=_NextPart_002_001E_01CFBB05.63DBBF10" ------=_NextPart_002_001E_01CFBB05.63DBBF10 Content-Type: text/plain; charset="iso-8859-1" Content-Transfer-Encoding: quoted-printable (The actual message body starts here) From jblaine at kickflop.net Mon Aug 18 11:41:59 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 18 Aug 2014 11:41:59 -0400 Subject: [rt-users] SOLVED: Can't locate object method "host" In-Reply-To: References: <53EA4192.4080408@kickflop.net> Message-ID: <53F21EC7.3010004@kickflop.net> On 8/13/2014 6:24 AM, Alex Peters wrote: > It looks to me like your URI Perl module might not be properly > installed, or might be extremely old. What version does this command > report?? > > $ perl -e1 -M'URI 999' > > RT's "make testdeps" should have ensured that the minimum required > version of this module (1.59) was already installed. Even though I had a RT-legit version 1.61, 'cpan -i URI' solved the issue (which gave me 1.64). Hmm. -- Jeff Blaine kickflop.net PGP/GnuPG Key ID: 0x0C8EDD02 From dmcdowell at costco.com Mon Aug 18 13:47:30 2014 From: dmcdowell at costco.com (Dillon McDowell) Date: Mon, 18 Aug 2014 10:47:30 -0700 Subject: [rt-users] RT server crashing unexpectedly with Premature end of script headers: rt-server.fcgi Message-ID: Hi Everyone, I'm brand new to RT and trying to get a stable instance up for my organization. It works most of the time, and seems to be stable on chrome, but when I try clicking around in Firefox or IE, I pretty quickly get a crash. The RT log shows" [critical]: Can't use an undefined value as an ARRAY reference at */RT/PlackRunner.pm line 136. My httpd log shows: [error] [client myIP] Premature end of script headers: rt-server.fcgi, referer: http:/my-rt.mydomain.com/Ticket/ModifyAll.html?id=61 I've searched around and seen a lot of people with similar issues, but the solutions don't seem to do anything for me. Any help would be greatly appreciated! Thank you, *Dillon J. McDowell* *Information Systems* QA Tools Integration | Test Environment Verification | 425-416-8922 -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Mon Aug 18 14:19:26 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 18 Aug 2014 14:19:26 -0400 Subject: [rt-users] RT server crashing unexpectedly with Premature end of script headers: rt-server.fcgi In-Reply-To: References: Message-ID: <53F243AE.3040906@bestpractical.com> On 08/18/2014 01:47 PM, Dillon McDowell wrote: > [critical]: Can't use an undefined value as an ARRAY reference at > */RT/PlackRunner.pm line 136. This means that rt-server isn't being passed the right arguments to start up; it has nothing to do with the browser. Please show your Apache configuration. - Alex From dmcdowell at costco.com Mon Aug 18 14:30:17 2014 From: dmcdowell at costco.com (Dillon McDowell) Date: Mon, 18 Aug 2014 11:30:17 -0700 Subject: [rt-users] RT server crashing unexpectedly with Premature end of script headers: rt-server.fcgi In-Reply-To: <53F243AE.3040906@bestpractical.com> References: <53F243AE.3040906@bestpractical.com> Message-ID: Thanks, Alex. Here's my httpd.conf file, with the commented lines removed: ServerRoot "/rt/httpd" Listen 8080 LoadModule fcgid_module modules/mod_fcgid.so FcgidMaxRequestLen 1073741824 User rt Group rt ServerAdmin isqart at costco.com ScriptAlias / /rt/rt4/sbin/rt-server.fcgi/ DocumentRoot "/rt/rt4/share/html" AddDefaultCharset UTF-8 Order allow,deny Allow from all Options +ExecCGI AddHandler fcgid-script fcgi ErrorLog "logs/error_log" LogLevel debug LogFormat "%h %l %u %t \"%r\" %>s %b \"%{Referer}i\" \"%{User-Agent}i\"" combined LogFormat "%h %l %u %t \"%r\" %>s %b" common # You need to enable mod_logio.c to use %I and %O LogFormat "%h %l %u %t \"%r\" %>s %b \"%{Referer}i\" \"%{User-Agent}i\" %I %O" combinedio CustomLog "logs/access_log" common DefaultType text/plain TypesConfig conf/mime.types AddType application/x-compress .Z AddType application/x-gzip .gz .tgz LoadModule ssl_module modules/mod_ssl.so SSLRandomSeed startup builtin SSLRandomSeed connect builtin Listen 8443 ErrorLog logs/ssl_error_log TransferLog logs/ssl_access_log LogLevel warn SSLEngine on SSLProtocol all -SSLv2 SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW SSLCertificateFile /rt/httpd/conf/lapqrt01094p01.cer SSLCertificateKeyFile /rt/httpd/conf/lapqrt01094p01.key SSLOptions +StdEnvVars SSLOptions +StdEnvVars SetEnvIf User-Agent ".*MSIE.*" \ nokeepalive ssl-unclean-shutdown \ downgrade-1.0 force-response-1.0 Thank you, *Dillon J. McDowell* *Information Systems* QA Tools Integration | Test Environment Verification | 425-416-8922 On Mon, Aug 18, 2014 at 11:19 AM, Alex Vandiver wrote: > On 08/18/2014 01:47 PM, Dillon McDowell wrote: > > [critical]: Can't use an undefined value as an ARRAY reference at > > */RT/PlackRunner.pm line 136. > > This means that rt-server isn't being passed the right arguments to > start up; it has nothing to do with the browser. Please show your > Apache configuration. > > - Alex > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From no.molas at gmail.com Mon Aug 18 17:02:41 2014 From: no.molas at gmail.com (Felipe Agnelli Barbosa) Date: Mon, 18 Aug 2014 18:02:41 -0300 Subject: [rt-users] Upgrade RT 3.8.7 to 4.0.1 Message-ID: Hi Guys, I'm migrating of server and i would like to upgrade my rt instalation. My current configuration is it, Ubuntu 10.0.4 RT(via apt-get) 3.8.7 Mysql 5.1.6 New server: Ubuntu 14.0.4 RT(via apt-get) 4.0.19 Mysql 5.5.3 So, I follow the documentation, README, UPGRADING-3.8.gz, UPGRADING-4.0.gz, UPGRADING.mysql, NOTES.Debian.gz, README.Debian.gz among other. I find to other cases like me at the list but it don't help to fix my problem. And, i did the following : 1. Backup at the current server $/usr/bin/mysqldump -u root -password --default-character-set=latin1 --databases rtdb > rtdb.dump 2. Imported at the new server $mysql -u root -password --default-character-set=latin1 rtdb < rtdb.dump 3. Exec this script at the new server $perl /usr/share/request-tracker4/etc/upgrade/vulnerable-passwords 4. Apply upgrade the schema at the current server and after in the new server $perl /usr/share/request-tracker3.8/etc/upgrade/upgrade-mysql-schema.pl rtdb root password > queries.sql $mysql -u root -p rtdb < queries.sql 5. Run the upgrade database at the new server $rt-setup-database-4 --prompt-for-dba-password --action upgrade 6. Start webserver at the new server $service apache2 start Than, i can do login once after changing my password and i can't create ticket neither change the owner they. So you guy, can me give a hint? I appreciate your help. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Bernhard.Eierschmalz at scheppach.com Tue Aug 19 01:36:04 2014 From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard) Date: Tue, 19 Aug 2014 05:36:04 +0000 Subject: [rt-users] Tickets from other Ticketsystem Message-ID: <97344147CBA1644584462D6D81C43CE413815C77@svex.scheppach.local> Hello, we have one customer using its own ticket system. This customer sends us mails with an information about his own ticket in the subject. i.e. [PLUS.DE Ticket#PD077994] sometimes when this customer answers, he doesn't send our ticket number in subject, so he opens a new ticket. Is it possible to identify a mail by this PLUS ticket number and add to our already opened ticket instead of open a new one? Best regards bernhard -------------- next part -------------- An HTML attachment was scrubbed... URL: From joinajay1 at gmail.com Tue Aug 19 08:24:21 2014 From: joinajay1 at gmail.com (Ajay Kumar) Date: Tue, 19 Aug 2014 17:54:21 +0530 Subject: [rt-users] Suddenly format of forwarded mails from RT is changing Message-ID: Dear All, We are using RT4.2.1. Suddenly,we are observing change in the RT behavior. While sending mail via RT or forwarding mail via RT(sample mail appended). It is changing the format of text. So that users are complaining. May I have any help on this pls on correcting the format. Please provide an Address proof document. Single document cannot be considered for Proof of Existence and address proof. On Mon Aug 18 16:57:01 2014, manmohandev at gmail.com wrote: > Ajay Ji, > > Ticket number 2114 filed online. > > Thank You, > > Manmohan > > > > > On Mon, Aug 18, 2014 at 2:50 PM, Ajay via RT wrote: > > > Dear Harpreet, Pls share XXXXXXX ticket number if filled on line. Regards, > > Ajay On Sat Jul 26 09:31:21 2014, harpreet at XXXXXXXXXXX.com wrote: > Dear > > All, > > Kindly find attach the duly filled Affiliation Agreement > > along with > all the documents stamped and signed. > > Regards > --I Regards Ajay -------------- next part -------------- An HTML attachment was scrubbed... URL: From Albert.Shih at obspm.fr Tue Aug 19 09:33:40 2014 From: Albert.Shih at obspm.fr (Albert Shih) Date: Tue, 19 Aug 2014 15:33:40 +0200 Subject: [rt-users] display the phone number Message-ID: <20140819133340.GA66925@pcjas.obspm.fr> Hi, I would like to display the work phone number, room number, location in the ??display ? of the requestor in the ? people ? section. Or at least in the user summary The information is already in RT, because I can see the phone number etc. in the ? modify the user ??windows. Anyone known how can I do that ? 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: mar 19 ao? 2014 15:30:05 CEST From Albert.Shih at obspm.fr Tue Aug 19 10:02:32 2014 From: Albert.Shih at obspm.fr (Albert Shih) Date: Tue, 19 Aug 2014 16:02:32 +0200 Subject: [rt-users] display the phone number In-Reply-To: <20140819133340.GA66925@pcjas.obspm.fr> References: <20140819133340.GA66925@pcjas.obspm.fr> Message-ID: <20140819140232.GA67815@pcjas.obspm.fr> Le 19/08/2014 ? 15:33:40+0200, Albert Shih a ?crit > Hi, > > I would like to display the work phone number, room number, location in the > ??display ? of the requestor in the ? people ? section. Or at least in the > user summary > > The information is already in RT, because I can see the phone number etc. > in the ? modify the user ??windows. > > Anyone known how can I do that ? > I answer to myself just in case some one ask the same question. Two thing to do : 1/ Activate the Set($MoreAboutRequestorTicketList, "Active"); (Default) 2/ put the information you want to see in Set($MoreAboutRequestorExtraInfo,"WorkPhone,City"); Thanks ;-) Regards. JAS -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex France T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: mar 19 ao? 2014 16:00:44 CEST From oriol.soriano at capside.com Tue Aug 19 10:46:41 2014 From: oriol.soriano at capside.com (Oriol Soriano) Date: Tue, 19 Aug 2014 14:46:41 +0000 Subject: [rt-users] Refine users ticket visibility: view only OWN tickets Message-ID: Hi, We have been using RT for a few years. In our current RT setup (version 4.2.2), for every one of our customers we create a ticket queue and a user group. Then, in that user group, we grant rights for that specific queue to enable our customer users to: 'CreateTicket', 'ReplyToTicket', 'SeeQueue' and 'ShowTicket'. Customer users belonging to these groups remain as unprivileged users. We have separate user groups for our own staff (staff users are privileged). Our aim is mainly to prevent a group of customers having visibility of other customer groups tickets and, also, for easier management of scrips, etc . Additionally - and this is important -, we rely on the REST API to provide customers with ticket lists, searches and integration with some of our services through our web portal. As an effect of that, customers never get to interact with the RT gui. Now, what we would need to implement is a more fine visibility configuration: More concretely, SOME of our customer users ('restricted' users) should ONLY be able to see those tickets in which they have the roles 'cc' or 'requestor'. And at the same time, when they perform a search through the REST API, only the tickets for which they are requestor or cc should be returned (this one is important). To do so, my approach was: While now we create one single group for every queue, create two groups instead: one with restricted rights and another with the rights we have been usually granting the users with. The 'restricted' user group would have no 'ShowTicket' right; as a result, their searches would return empty. But, that combined with having the right 'ShowTicket' granted to the requestor and cc roles, I guessed that would enable users to see the tickets for which they are requestor/cc, and get ONLY these tickets returned on their searches through REST API. The problem is that, although I have tried quite a few tweaks around this on devel env (configuring customer users as privileged, for instance), I cannot get this behavior to work. The result is that, if I grant 'ShowTicket' right to the 'restricted' user group, they see ALL the tickets in the queue; if I don't, they see none (same goes for ticket search results). For some reason, its like its ignoring the rights I had expected to be granted to the user via the roles 'requestor' and 'cc' (as I already mentioned, these roles DO have 'ShowTicket' right). Indeed, I really feel to be missing something here. In the mean time, I have also started to explore the possibility of having to add a custom right for this behavior. So following the info I found at the RT wiki, I have already defined a 'SeeOwnTickets' right in the Queue_Local.pm file. But in the scenario of having to solve this via this solution, I would really appreciate some guidance on in which parts of RT code should I add the auth for this (considering our users only interact via the REST API). I have already spent some time working on this; any help/guidance would be certainly appreciated. Thanks in advance, Oriol Soriano. PS: Yes, I have read http://requesttracker.wikia.com/wiki/Rights and other areas of the wiki about this topic PS2: I have also searched for this on the user list. Although I did find some answers and tried a few suggestions, I was not able to fully get my desired config to work. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Bernhard.Eierschmalz at scheppach.com Wed Aug 20 02:45:16 2014 From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard) Date: Wed, 20 Aug 2014 06:45:16 +0000 Subject: [rt-users] permission to create ticket but deny setting owner Message-ID: <97344147CBA1644584462D6D81C43CE4138173C9@svex.scheppach.local> Hello, I'm creating a customer access to your RT system. Special customers will receive RT access and should be able to create tickets. I created a group for this customers and set the following permissions on my Queue: User: create ticket, comment ticket, show queue Creator: change values for custom field But on the create-mask this user still sees the "Basics" and is able to set the owner of the new ticket. How can I avoid this? I think there are 2 possible solutions: 1. Hide the "basics" 2. Hide only the user Best regards Bernhard -------------- next part -------------- An HTML attachment was scrubbed... URL: From oriol.soriano at capside.com Wed Aug 20 11:10:20 2014 From: oriol.soriano at capside.com (Oriol Soriano) Date: Wed, 20 Aug 2014 15:10:20 +0000 Subject: [rt-users] Refine users ticket visibility: view only OWN tickets In-Reply-To: References: Message-ID: <1408547396911.42574@capside.com> I did some progress; let's see if that rings a bell: Granting the right 'ShowTicket' globally to the role requestor, got me to the behavior I was looking for (But... thats not the solution I want) More exactly: Having Global requestor role WITH 'ShowTicket', Queue specific requestor role WITH 'ShowTicket' & Queue specific user group 'restricted' WITHOUT 'ShowTicket', would result in the user only being able to see those tickets for which he is requestor; similarly, only those tickets would be returned in a REST API search. But, as I already said, having Global requestor role WITHOUT 'ShowTicket', Queue specific requestor role WITH 'ShowTicket' & Queue specific user group 'restricted' WITHOUT 'ShowTicket', would result in the user not being able to see any ticket in the queue; not even those for which he is requestor. So, considering the following "right layers" in this case: 1. Global rights 2. Queue role rights 3. Queue user group rights Is the queue specific user group rights configuration overriding the same queue role rights configuration? IE: is the queue user group NOT having the 'ShowTicket' overriding the queue role having it? If so, how could I implement this configuration Im looking for without having to grant that right globally to the requestor role? I would certainly preffer not having to do that. ________________________________ De: Oriol Soriano Enviado: martes, 19 de agosto de 2014 16:46 Para: rt-users at lists.bestpractical.com Asunto: Refine users ticket visibility: view only OWN tickets Hi, We have been using RT for a few years. In our current RT setup (version 4.2.2), for every one of our customers we create a ticket queue and a user group. Then, in that user group, we grant rights for that specific queue to enable our customer users to: ?CreateTicket?, ?ReplyToTicket?, ?SeeQueue? and ?ShowTicket?. Customer users belonging to these groups remain as unprivileged users. We have separate user groups for our own staff (staff users are privileged). Our aim is mainly to prevent a group of customers having visibility of other customer groups tickets and, also, for easier management of scrips, etc . Additionally ? and this is important -, we rely on the REST API to provide customers with ticket lists, searches and integration with some of our services through our web portal. As an effect of that, customers never get to interact with the RT gui. Now, what we would need to implement is a more fine visibility configuration: More concretely, SOME of our customer users (?restricted? users) should ONLY be able to see those tickets in which they have the roles ?cc? or ?requestor?. And at the same time, when they perform a search through the REST API, only the tickets for which they are requestor or cc should be returned (this one is important). To do so, my approach was: While now we create one single group for every queue, create two groups instead: one with restricted rights and another with the rights we have been usually granting the users with. The ?restricted? user group would have no ?ShowTicket? right; as a result, their searches would return empty. But, that combined with having the right ?ShowTicket? granted to the requestor and cc roles, I guessed that would enable users to see the tickets for which they are requestor/cc, and get ONLY these tickets returned on their searches through REST API. The problem is that, although I have tried quite a few tweaks around this on devel env (configuring customer users as privileged, for instance), I cannot get this behavior to work. The result is that, if I grant ?ShowTicket? right to the ?restricted? user group, they see ALL the tickets in the queue; if I don?t, they see none (same goes for ticket search results). For some reason, its like its ignoring the rights I had expected to be granted to the user via the roles ?requestor? and ?cc? (as I already mentioned, these roles DO have ?ShowTicket? right). Indeed, I really feel to be missing something here. In the mean time, I have also started to explore the possibility of having to add a custom right for this behavior. So following the info I found at the RT wiki, I have already defined a ?SeeOwnTickets? right in the Queue_Local.pm file. But in the scenario of having to solve this via this solution, I would really appreciate some guidance on in which parts of RT code should I add the auth for this (considering our users only interact via the REST API). I have already spent some time working on this; any help/guidance would be certainly appreciated. Thanks in advance, Oriol Soriano. PS: Yes, I have read http://requesttracker.wikia.com/wiki/Rights and other areas of the wiki about this topic PS2: I have also searched for this on the user list. Although I did find some answers and tried a few suggestions, I was not able to fully get my desired config to work. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ram0502 at gmail.com Wed Aug 20 12:24:04 2014 From: ram0502 at gmail.com (Ram) Date: Wed, 20 Aug 2014 09:24:04 -0700 Subject: [rt-users] Apache Session locks in mysql slow query log Message-ID: Hey folks, Running rt-4.2.2, mysql 5.6.20 x64, centos 6 current my mysql slow_query log shows many queries of the form: > # Time: 140818 9:40:45 > # User at Host: rt_user[rt_user] @ localhost [] Id: 25407 > # Query_time: 2.002034 Lock_time: 0.000000 Rows_sent: 1 Rows_examined: 0 > SET timestamp=1408369255; > SELECT GET_LOCK('Apache-Session-0761de9e80f5596ac2a5201158f795a8', 3600); Sessions are handled by Apache File Session: > Set($WebSessionClass, "Apache::Session::File"); Two seconds seems like an long time for this, what am I missing? thanks Ram -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Wed Aug 20 12:33:53 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 20 Aug 2014 12:33:53 -0400 Subject: [rt-users] S/MIME signed emails are detected as non-plaintext In-Reply-To: <53F217F5.9030008@fv-berlin.de> References: <53F217F5.9030008@fv-berlin.de> Message-ID: <53F4CDF1.1060702@bestpractical.com> On 08/18/2014 11:12 AM, ms at fv-berlin.de wrote: > we're running RT 4.2.5 and have noticed a minor annoyance. > > When you send an S/MIME-signed (not encrypted!) mail to RT to create a > ticket, the email body will be added as quoted text because "it's not > plain text". You can click on the quoted text to read it perfectly fine, > but this is still somewhat of an annoyance. Is this behaviour something > I can configure, maybe in a list of acceptable content-types or something? Can you try enabling RT's S/MIME support, and see how that improves things? See: http://docs.bestpractical.com/RT_Config.html#Cryptography http://docs.bestpractical.com/RT/Crypt.html#CONFIGURATION http://docs.bestpractical.com/RT/Crypt/SMIME.html#CONFIGURATION The following should be a minimal implementation: Set( %SMIME, Enable => 1, AcceptUntrustedCAs => 1, ); Set(@MailPlugins, 'Auth::MailFrom', 'Auth::Crypt' ); - Alex From op at bumg.de Thu Aug 21 14:27:15 2014 From: op at bumg.de (opolke) Date: Thu, 21 Aug 2014 11:27:15 -0700 (PDT) Subject: [rt-users] Problem with signature per queue Message-ID: <1408645635894-58368.post@n7.nabble.com> Hello, we have scrips per queue like < NotifyClient > withTemplate XY*>> to set up a signature per queue * TemplateXY: Subject: Your request: {$Ticket->Subject} RT-Attach-Message: Yes {$Transaction->Content()} Signature XY now we have the problem that when a client replies by email he gets exactly what he has written by this email back with the signature above - i.e. whe sending "Test": "Test Signature XY" Is there any way to stop this and set up a signature per queue for replies by an agent in RT? Thanks, Oliver -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problem-with-signature-per-queue-tp58368.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From lists at lolling.org Thu Aug 21 15:34:44 2014 From: lists at lolling.org (Lists) Date: Thu, 21 Aug 2014 14:34:44 -0500 Subject: [rt-users] RT 4.2.6 Cannot attach multiple attachments when opening tickets Message-ID: <53F649D4.5000105@lolling.org> Hi, I recently upgraded our company ticketing system to 4.2.6 and noticed that we can no longer attach more than one file at a time when opening a ticket. I will try to describe the behavior. 1. Open new ticket in any queue 2.Click browse button next to Attach: 3. Browse for a file and click on the file (I notice you cannot select more than one file at this time). 4. Click add more files. The first file I selected is now listed with a check box next to it. 5 If I click add more files, the attachment disappears. 6. Go back to browse, add the file and it is added back. 7. Click browse, select second file, which is now listed by the browse button but not listed as file. 8. If I click browse to add another file, that file replaces the file I previously tried to attach. 9. If I click "Add More Files" the last file I selected, is now listed as a file with a check box next to it but the first file disappears. 10. If I go back and browse to add another file and then click create, the last file I browsed to is the one that is attached and displayed in the new ticket. I hope this makes sense. In version 3.8.1 (last version we were running) the users could attach multiple files when creating the ticket. Was thing functionality changed at some point? Is this a bug, a feature? Is it a configuration option I missed somewhere? Thanks, Dave From twagener at elomech.de Fri Aug 22 01:27:48 2014 From: twagener at elomech.de (Dergeiletyp) Date: Thu, 21 Aug 2014 22:27:48 -0700 (PDT) Subject: [rt-users] Upgrade-Database make***Fehler 254 Message-ID: <1408685268263-58370.post@n7.nabble.com> Hey, i am using Debian 7 Squeeze. I installed rt4.0.7 via apt-get so far, and its running... but i can upgrade to version 4.2.6 I get this Error: Upgrade-Database make***Fehler 254How can i fix thiiiis -- View this message in context: http://requesttracker.8502.n7.nabble.com/Upgrade-Database-make-Fehler-254-tp58370.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jwitts at queenmargarets.com Fri Aug 22 01:47:33 2014 From: jwitts at queenmargarets.com (Jon Witts) Date: Fri, 22 Aug 2014 05:47:33 +0000 Subject: [rt-users] Upgrade-Database make***Fehler 254 In-Reply-To: <1408685268263-58370.post@n7.nabble.com> References: <1408685268263-58370.post@n7.nabble.com> Message-ID: <666A663D6FC1A341A7DC24F236265B418B89B742@JUPITER.qms.n-yorks.sch.uk> If you installed via apt-get I do not think you will be able to manually upgrade to 4.2.6. If you want to use the latest version of RT then you should download, compile ans install it manually. RT 4.2 is not available until Debian Sid (Unstable): https://packages.debian.org/search?suite=sid&searchon=names&keywords=rt4 Jon ________________________________ Director of Digital Strategy Queen Margaret's School 01904 727600 http://www.queenmargarets.com ________________________________ From: rt-users [rt-users-bounces at lists.bestpractical.com] on behalf of Dergeiletyp [twagener at elomech.de] Sent: 22 August 2014 6:27 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Upgrade-Database make***Fehler 254 Hey, i am using Debian 7 Squeeze. I installed rt4.0.7 via apt-get so far, and its running... but i can upgrade to version 4.2.6 I get this Error: Upgrade-Database make***Fehler 254 How can i fix thiiiis ________________________________ View this message in context: Upgrade-Database make***Fehler 254 Sent from the Request Tracker - User mailing list archive at Nabble.com. This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrius.kulbis at gmail.com Fri Aug 22 08:49:29 2014 From: andrius.kulbis at gmail.com (andriusk) Date: Fri, 22 Aug 2014 05:49:29 -0700 (PDT) Subject: [rt-users] Catch all ticket changes in one scrip Message-ID: <1408711769321-58372.post@n7.nabble.com> Hello, I'm trying to figure out, how can I catch all the changes made to ticket fields in one scrip. It would be like OnUpdateTicket script, which will gather all the changes made, and sync them with DB outside trought REST. Is there any solution, or maybe code example doing all of that in RT itself (github)? I do not want a scrip to send every changed field in separate requests. Is it possible? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Catch-all-ticket-changes-in-one-scrip-tp58372.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ktm at rice.edu Fri Aug 22 08:52:31 2014 From: ktm at rice.edu (ktm at rice.edu) Date: Fri, 22 Aug 2014 07:52:31 -0500 Subject: [rt-users] Catch all ticket changes in one scrip In-Reply-To: <1408711769321-58372.post@n7.nabble.com> References: <1408711769321-58372.post@n7.nabble.com> Message-ID: <20140822125231.GD16782@aart.rice.edu> On Fri, Aug 22, 2014 at 05:49:29AM -0700, andriusk wrote: > Hello, > > I'm trying to figure out, how can I catch all the changes made to ticket > fields in one scrip. > It would be like OnUpdateTicket script, which will gather all the changes > made, and sync them with DB outside trought REST. > > Is there any solution, or maybe code example doing all of that in RT itself > (github)? > > I do not want a scrip to send every changed field in separate requests. Is > it possible? > You need to use TransactionBatch mode and have your scrip run after any other change inducing scrips. Regards, Ken From allen.joslin at gmail.com Fri Aug 22 09:47:16 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Fri, 22 Aug 2014 09:47:16 -0400 Subject: [rt-users] where do you think is the best place to write & debug snippets of code? Message-ID: where do you think is the best place to write & debug snippets of code? for instance, I'm writing a callback to add a button that will create a child ticket and copy all of the custom fields into the new ticket but every time I change the code I've got to clear the mason cache, and restart the httpd and cross my fingers and hope that the new code comes down I'm thinking of putting that code into a scrip - as an easier place to debug where would you work on that code ? thanks al; From falcone at bestpractical.com Fri Aug 22 09:52:56 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 22 Aug 2014 09:52:56 -0400 Subject: [rt-users] where do you think is the best place to write & debug snippets of code? In-Reply-To: References: Message-ID: <20140822135256.GA3071@jibsheet.com> On Fri, Aug 22, 2014 at 09:47:16AM -0400, Al Joslin wrote: > where do you think is the best place to write & debug snippets of code? > for instance, I'm writing a callback to add a button that will create a child ticket and copy all of the custom fields into the new ticket > but every time I change the code I've got to clear the mason cache, and restart the httpd and cross my fingers and hope that the new code comes down > I'm thinking of putting that code into a scrip - as an easier place to debug http://bestpractical.com/docs/rt/latest/RT_Config.html#DevelMode Debugging a callback in a Scrip context would be... mostly impossible for me given the radically differing arguments. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 221 bytes Desc: not available URL: From falcone at bestpractical.com Fri Aug 22 09:55:36 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 22 Aug 2014 09:55:36 -0400 Subject: [rt-users] Problem with signature per queue In-Reply-To: <1408645635894-58368.post@n7.nabble.com> References: <1408645635894-58368.post@n7.nabble.com> Message-ID: <20140822135536.GB3071@jibsheet.com> On Thu, Aug 21, 2014 at 11:27:15AM -0700, opolke wrote: > Hello, > > we have scrips per queue like < NotifyClient > > withTemplate XY*>> to set up a signature per queue > > Is there any way to stop this and set up a signature per queue for replies > by an agent in RT? Either have two scrips, On Correspond and On Correspond by staff, you can base Staff on the code in RTIR that checks for membership in a group. Alternately, check for Privileged or Group Membership in your template Untested - if ($Transaction->CreatorObj->Privileged) { $OUT .= "your sig "} -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 221 bytes Desc: not available URL: From falcone at bestpractical.com Fri Aug 22 09:56:12 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 22 Aug 2014 09:56:12 -0400 Subject: [rt-users] RT 4.2.6 Cannot attach multiple attachments when opening tickets In-Reply-To: <53F649D4.5000105@lolling.org> References: <53F649D4.5000105@lolling.org> Message-ID: <20140822135612.GC3071@jibsheet.com> On Thu, Aug 21, 2014 at 02:34:44PM -0500, Lists wrote: > I recently upgraded our company ticketing system to 4.2.6 and noticed that > we can no longer attach more than one file at a time when opening a ticket. I'm unable to replicate this on 4.2-trunk or on issues.bestpractical.com What local modifications and extensions do you have? -kevin > I will try to describe the behavior. > > 1. Open new ticket in any queue > 2.Click browse button next to Attach: > 3. Browse for a file and click on the file (I notice you cannot select more > than one file at this time). > 4. Click add more files. The first file I selected is now listed with a > check box next to it. > 5 If I click add more files, the attachment disappears. > 6. Go back to browse, add the file and it is added back. > 7. Click browse, select second file, which is now listed by the browse > button but not listed as file. > 8. If I click browse to add another file, that file replaces the file I > previously tried to attach. > 9. If I click "Add More Files" the last file I selected, is now listed as a > file with a check box next to it but the first file disappears. > 10. If I go back and browse to add another file and then click create, the > last file I browsed to is the one that is attached and displayed in the new > ticket. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 221 bytes Desc: not available URL: From falcone at bestpractical.com Fri Aug 22 09:57:03 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 22 Aug 2014 09:57:03 -0400 Subject: [rt-users] Upgrade-Database make***Fehler 254 In-Reply-To: <1408685268263-58370.post@n7.nabble.com> References: <1408685268263-58370.post@n7.nabble.com> Message-ID: <20140822135703.GD3071@jibsheet.com> On Thu, Aug 21, 2014 at 10:27:48PM -0700, Dergeiletyp wrote: > Hey, i am using Debian 7 Squeeze. I installed rt4.0.7 via apt-get so far, and > its running... but i can upgrade to version 4.2.6 I get this Error: > Upgrade-Database make***Fehler 254 How can i fix thiiiis You need to show much more of what you did for context. Keep in mind that upgrading to a tarball of 4.2.6 will conflict with 4.0.7 from APT and you'll need to uninstall (or really know what you're doing). -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 221 bytes Desc: not available URL: From falcone at bestpractical.com Fri Aug 22 09:59:41 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 22 Aug 2014 09:59:41 -0400 Subject: [rt-users] Upgrade RT 3.8.7 to 4.0.1 In-Reply-To: References: Message-ID: <20140822135941.GE3071@jibsheet.com> On Mon, Aug 18, 2014 at 06:02:41PM -0300, Felipe Agnelli Barbosa wrote: > > 4. Apply upgrade the schema at the current server and after in the new server > $perl /usr/share/request-tracker3.8/etc/upgrade/[1]upgrade-mysql-schema.pl rtdb > root password > queries.sql > $mysql -u root -p rtdb < queries.sql Why? Step 1 of http://bestpractical.com/docs/rt/4.0/UPGRADING.mysql.html tells you not to run that > 5. Run the upgrade database at the new server > $rt-setup-database-4 --prompt-for-dba-password --action upgrade I assume this has not completed properly > 6. Start webserver at the new server > $service apache2 start > > Than, i can do login once after changing my password and i can't create ticket > neither change the owner they. Show the schema of your Users table, although if your ACL table is also messed up then you've not completed the upgrade. Show your database upgrade. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 221 bytes Desc: not available URL: From falcone at bestpractical.com Fri Aug 22 10:00:48 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 22 Aug 2014 10:00:48 -0400 Subject: [rt-users] Tickets from other Ticketsystem In-Reply-To: <97344147CBA1644584462D6D81C43CE413815C77@svex.scheppach.local> References: <97344147CBA1644584462D6D81C43CE413815C77@svex.scheppach.local> Message-ID: <20140822140048.GF3071@jibsheet.com> On Tue, Aug 19, 2014 at 05:36:04AM +0000, Eierschmalz, Bernhard wrote: > we have one customer using its own ticket system. This customer sends us mails > with an information about his own ticket in the subject. > > i.e. [PLUS.DE Ticket#PD077994] > > sometimes when this customer answers, he doesn?t send our ticket number in > subject, so he opens a new ticket. > > Is it possible to identify a mail by this PLUS ticket number and add to our > already opened ticket instead of open a new one? Look at the code in https://github.com/bestpractical/rt-extension-repliestoresolved The function it hooks can be used to lie to RT and return a ticket id of the existing ticket (as opposed to what this extension does, which is suppress the ticket id so that a new ticket will be created). -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 221 bytes Desc: not available URL: From falcone at bestpractical.com Fri Aug 22 10:01:27 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 22 Aug 2014 10:01:27 -0400 Subject: [rt-users] Suddenly format of forwarded mails from RT is changing In-Reply-To: References: Message-ID: <20140822140127.GG3071@jibsheet.com> On Tue, Aug 19, 2014 at 05:54:21PM +0530, Ajay Kumar wrote: > We are using RT4.2.1. Suddenly,we are observing change in the RT behavior. What does 'suddenly' mean. What changes did you make. -kevin > While sending mail via RT or forwarding mail via RT(sample mail appended). It > is changing the format of text. So that users are complaining. > May I have any help on this pls on correcting the format. > > > Please provide an Address proof document. Single document cannot be considered > for Proof of Existence and address proof. On Mon Aug 18 16:57:01 2014, [1] > manmohandev at gmail.com wrote: > Ajay Ji, > > Ticket number 2114 filed online. > > > Thank You, > > Manmohan > > > > > On Mon, Aug 18, 2014 at 2:50 PM, Ajay via > RT wrote: > > > Dear Harpreet, Pls share XXXXXXX ticket number if filled on > line. Regards, > > Ajay On Sat Jul 26 09:31:21 2014, harpreet at XXXXXXXXXXX.com > wrote: > Dear > > All, > > Kindly find attach the duly filled? Affiliation > Agreement > > along with > all the documents stamped and signed. > > Regards > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 221 bytes Desc: not available URL: From op at bumg.de Fri Aug 22 11:57:30 2014 From: op at bumg.de (opolke) Date: Fri, 22 Aug 2014 08:57:30 -0700 (PDT) Subject: [rt-users] Problem with signature per queue In-Reply-To: <20140822135536.GB3071@jibsheet.com> References: <1408645635894-58368.post@n7.nabble.com> <20140822135536.GB3071@jibsheet.com> Message-ID: <1408723050067-58382.post@n7.nabble.com> Thanks for the reply! We?ve tried it with this template: >>>>> Subject: Your request: {$Ticket->Subject} RT-Attach-Message: Yes { if ($Transaction->CreatorObj->Privileged) { $OUT .= "Signature XY"} } >>>>> It works that the signature is in answer clients get per email - but when they reply to these mails they?ll receive an empty email/template back (I think due to the conditions above). Is there something wrong in my template above? I found another reply form you here: http://www.gossamer-threads.com/lists/rt/users/88741 Is this the global template you are talking about in the other reply? >>>>>> RT-Attach-Message: Yes {$Transaction->Content()} >>>>>> That?s what I tried before without success - I think we need something like "On Correspond by staff" to avoid sending answers from clients back to them automatically (happens by "OnCorresond") but don?t have RTIR. Is there any other solutions for sending out signatures per queue? Oliver -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problem-with-signature-per-queue-tp58368p58382.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From allen.joslin at gmail.com Fri Aug 22 12:03:33 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Fri, 22 Aug 2014 12:03:33 -0400 Subject: [rt-users] how do you write to syslog? In-Reply-To: References: Message-ID: I'm in Custom Scrip and I can't get anything to show syslog I've this line in my scrip syslog("critical", "Scrip: On Create Copy Custom Fields From Parent"); and nothing shows in the syslog I dn't get it (so to speak) -- what am I doing wrong ? From jblaine at kickflop.net Fri Aug 22 13:06:33 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Fri, 22 Aug 2014 13:06:33 -0400 Subject: [rt-users] how do you write to syslog? In-Reply-To: References: Message-ID: <53F77899.50508@kickflop.net> On 8/22/2014 12:03 PM, Al Joslin wrote: > I'm in Custom Scrip and I can't get anything to show syslog > > > I've this line in my scrip > > syslog("critical", "Scrip: On Create Copy Custom Fields From Parent"); > > and nothing shows in the syslog > > I dn't get it (so to speak) -- what am I doing wrong ? See http://requesttracker.wikia.com/wiki/GlobalObjects -- Jeff Blaine kickflop.net PGP/GnuPG Key ID: 0x0C8EDD02 From lists at lolling.org Fri Aug 22 16:48:57 2014 From: lists at lolling.org (Lists) Date: Fri, 22 Aug 2014 15:48:57 -0500 Subject: [rt-users] RT 4.2.6 Cannot attach multiple attachments when opening tickets In-Reply-To: <20140822135612.GC3071@jibsheet.com> References: <53F649D4.5000105@lolling.org> <20140822135612.GC3071@jibsheet.com> Message-ID: <53F7ACB9.5030704@lolling.org> Hi Kevin, Other than a few custom fields and RT-Extension-CommandByMail, it's a pretty generic install. Does the attachment functionality depend on anything related to Apache or any other configuration options? Thanks, On 8/22/2014 8:56 AM, Kevin Falcone wrote: > On Thu, Aug 21, 2014 at 02:34:44PM -0500, Lists wrote: >> I recently upgraded our company ticketing system to 4.2.6 and noticed that >> we can no longer attach more than one file at a time when opening a ticket. > I'm unable to replicate this on 4.2-trunk or on > issues.bestpractical.com > > What local modifications and extensions do you have? > > -kevin > >> I will try to describe the behavior. >> >> 1. Open new ticket in any queue >> 2.Click browse button next to Attach: >> 3. Browse for a file and click on the file (I notice you cannot select more >> than one file at this time). >> 4. Click add more files. The first file I selected is now listed with a >> check box next to it. >> 5 If I click add more files, the attachment disappears. >> 6. Go back to browse, add the file and it is added back. >> 7. Click browse, select second file, which is now listed by the browse >> button but not listed as file. >> 8. If I click browse to add another file, that file replaces the file I >> previously tried to attach. >> 9. If I click "Add More Files" the last file I selected, is now listed as a >> file with a check box next to it but the first file disappears. >> 10. If I go back and browse to add another file and then click create, the >> last file I browsed to is the one that is attached and displayed in the new >> ticket. >> >> From alex at peters.net Fri Aug 22 20:42:50 2014 From: alex at peters.net (Alex Peters) Date: Sat, 23 Aug 2014 10:42:50 +1000 Subject: [rt-users] Problem with signature per queue In-Reply-To: <1408723050067-58382.post@n7.nabble.com> References: <1408645635894-58368.post@n7.nabble.com> <20140822135536.GB3071@jibsheet.com> <1408723050067-58382.post@n7.nabble.com> Message-ID: It sounds like you might need to check that your NotifyActor config setting is false. On 23/08/2014 1:57 am, "opolke" wrote: > Thanks for the reply! > > We?ve tried it with this template: > >>>>> > Subject: Your request: {$Ticket->Subject} > RT-Attach-Message: Yes > > { if ($Transaction->CreatorObj->Privileged) { $OUT .= "Signature XY"} } > >>>>> > > It works that the signature is in answer clients get per email - but when > they reply to these mails they?ll receive an empty email/template back (I > think due to the conditions above). Is there something wrong in my template > above? > > I found another reply form you here: > http://www.gossamer-threads.com/lists/rt/users/88741 > > Is this the global template you are talking about in the other reply? > >>>>>> > RT-Attach-Message: Yes > > {$Transaction->Content()} > >>>>>> > > That?s what I tried before without success - I think we need something like > "On Correspond by staff" to avoid sending answers from clients back to them > automatically (happens by "OnCorresond") but don?t have RTIR. Is there any > other solutions for sending out signatures per queue? > > Oliver > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Problem-with-signature-per-queue-tp58368p58382.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Sun Aug 24 18:22:37 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Sun, 24 Aug 2014 18:22:37 -0400 Subject: [rt-users] Refine users ticket visibility: view only OWN tickets In-Reply-To: <1408547396911.42574@capside.com> References: <1408547396911.42574@capside.com> Message-ID: <20140824222237.GA3163@jibsheet.com> On Wed, Aug 20, 2014 at 03:10:20PM +0000, Oriol Soriano wrote: > Having Global requestor role WITH 'ShowTicket', Queue specific requestor role > WITH 'ShowTicket' & Queue specific user group 'restricted' WITHOUT > 'ShowTicket', would result in the user only being able to see those tickets for > which he is requestor; similarly, only those tickets would be returned in a > REST API search. > > But, as I already said, having Global requestor role WITHOUT 'ShowTicket', > Queue specific requestor role WITH 'ShowTicket' & Queue specific user group > 'restricted' WITHOUT 'ShowTicket', would result in the user not being able to > see any ticket in the queue; not even those for which he is requestor. > > > So, considering the following "right layers" in this case: > > 1. Global rights > > 2. Queue role rights > > 3. Queue user group rights > > Is the queue specific user group rights configuration overriding the same queue > role rights configuration? IE: is the queue user group NOT having the > 'ShowTicket' overriding the queue role having it? > > > If so, how could I implement this configuration Im looking for without having > to grant that right globally to the requestor role? I would certainly preffer > not having to do that. I did the following. Create a user named Foo who is unprivileged Create a queue named Test Grant Requestor ShowTicket from the Test Queue's Group Rights page Create a ticket in General with Foo as the Requestor Create a ticket in Test with Foo as the Requestor Log in as Foo Get the SelfService UI See on the ticket in Test with Foo as a Requestor No other rights were configured other than the rights granted as part of a base RT install. This was on 4.2-trunk, which is 4.2.6 plus patches intended for 4.2.7, however I am not aware of anything that would impact this since 4.2.2. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 221 bytes Desc: not available URL: From falcone at bestpractical.com Sun Aug 24 18:24:43 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Sun, 24 Aug 2014 18:24:43 -0400 Subject: [rt-users] RT 4.2.6 Cannot attach multiple attachments when opening tickets In-Reply-To: <53F7ACB9.5030704@lolling.org> References: <53F649D4.5000105@lolling.org> <20140822135612.GC3071@jibsheet.com> <53F7ACB9.5030704@lolling.org> Message-ID: <20140824222443.GC3163@jibsheet.com> On Fri, Aug 22, 2014 at 03:48:57PM -0500, Lists wrote: > Other than a few custom fields and RT-Extension-CommandByMail, it's a pretty > generic install. > > Does the attachment functionality depend on anything related to Apache or > any other configuration options? It uses your Sessions to store the attachment, but you'd see database errors in that case. Can you replicate it on something like demo.bestpractical.com? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 221 bytes Desc: not available URL: From falcone at bestpractical.com Sun Aug 24 18:23:59 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Sun, 24 Aug 2014 18:23:59 -0400 Subject: [rt-users] permission to create ticket but deny setting owner In-Reply-To: <97344147CBA1644584462D6D81C43CE4138173C9@svex.scheppach.local> References: <97344147CBA1644584462D6D81C43CE4138173C9@svex.scheppach.local> Message-ID: <20140824222359.GB3163@jibsheet.com> On Wed, Aug 20, 2014 at 06:45:16AM +0000, Eierschmalz, Bernhard wrote: > But on the create-mask this user still sees the ?Basics? and is able to set the > owner of the new ticket. > > How can I avoid this? > > I think there are 2 possible solutions: > > 1. Hide the ?basics? > > 2. Hide only the user Trivial? CSS injection for users in the group to hide Basics. Otherwise try using a callback or some other mechanism to hide the Basics box. There is no config or right you can change for this though. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 221 bytes Desc: not available URL: From Bernhard.Eierschmalz at scheppach.com Mon Aug 25 02:02:36 2014 From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard) Date: Mon, 25 Aug 2014 06:02:36 +0000 Subject: [rt-users] Drag & Drop attache files Message-ID: <97344147CBA1644584462D6D81C43CE41381AE87@svex.scheppach.local> Hello, is there any way to attach files via Drag & Drop to a ticket without the need of a comment? Best regards Benrhard -------------- next part -------------- An HTML attachment was scrubbed... URL: From Bernhard.Eierschmalz at scheppach.com Mon Aug 25 04:27:00 2014 From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard) Date: Mon, 25 Aug 2014 08:27:00 +0000 Subject: [rt-users] Tickets from other Ticketsystem In-Reply-To: <20140822140048.GF3071@jibsheet.com> References: <97344147CBA1644584462D6D81C43CE413815C77@svex.scheppach.local> <20140822140048.GF3071@jibsheet.com> Message-ID: <97344147CBA1644584462D6D81C43CE41381B244@svex.scheppach.local> Hello Kevin, I already thought about creating a scrip like Condition: Transaction obj = "create" Subject contains "[plus ticket#" Action: Search tickets with same plus-ticket no. If one exists, combine What do you think about this solution? Or would you prefer the strongly modified plugin? Best regards Bernhard -----Urspr?ngliche Nachricht----- Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Kevin Falcone Gesendet: Freitag, 22. August 2014 16:01 An: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Tickets from other Ticketsystem On Tue, Aug 19, 2014 at 05:36:04AM +0000, Eierschmalz, Bernhard wrote: > we have one customer using its own ticket system. This customer sends > us mails with an information about his own ticket in the subject. > > i.e. [PLUS.DE Ticket#PD077994] > > sometimes when this customer answers, he doesn?t send our ticket > number in subject, so he opens a new ticket. > > Is it possible to identify a mail by this PLUS ticket number and add > to our already opened ticket instead of open a new one? Look at the code in https://github.com/bestpractical/rt-extension-repliestoresolved The function it hooks can be used to lie to RT and return a ticket id of the existing ticket (as opposed to what this extension does, which is suppress the ticket id so that a new ticket will be created). -kevin From andrius.kulbis at gmail.com Mon Aug 25 06:15:04 2014 From: andrius.kulbis at gmail.com (andriusk) Date: Mon, 25 Aug 2014 03:15:04 -0700 (PDT) Subject: [rt-users] Compile /Search/Chart not working Message-ID: <1408961704808-58393.post@n7.nabble.com> Hello, I want to compile the chart GD::Image for latter use like this: my $chart = $m->comp('/Search/Chart', Query => $Query, Console => 1, %ARGS); And modified code in /Search/Chart like this: <%METHOD Plot> <%ARGS> $plot => undef $Console => 0 <%INIT> my @types = ('png', 'gif'); RT::Logger->debug($Console); for my $type (@types) { $plot->can($type) or next; if($Console) { return $plot; } else { $r->content_type("image/$type"); $m->out( $plot->$type ); $m->abort(); } } die "Your GD library appears to support none of the following image types: " . join(', ', @types); I thought that it will return me the GD::Image instance of $plot on $m->comp(), but I get undefined. How can I get the the $plot object from /Search/Chart script? Regards -- View this message in context: http://requesttracker.8502.n7.nabble.com/Compile-Search-Chart-not-working-tp58393.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From max.deasy at southwestern.ie Mon Aug 25 06:27:19 2014 From: max.deasy at southwestern.ie (Moose) Date: Mon, 25 Aug 2014 03:27:19 -0700 (PDT) Subject: [rt-users] Attachments Message-ID: <1408962439640-58394.post@n7.nabble.com> We have a workflow where when a ticket is created, a dependent approval ticket is also created. This dependent is the "Review" stage for the originating ticket before it hits the real "Approvals" stage and is processed. One of our users needs to be able to approve a "Review" by email (without ever looking at RT due to network restrictions). This means he would need to receive correspondence containing the originating ticket data, then respond to that using keywords to approve. We have achieved this behaviour but cannot call the originating ticket attachments. If a file is attached to the original ticket when created, we need to also attach it to the "Review" ticket and then mail it out with the "Review" correspondence. Here is our "Review" ticket create template which also emails the nominated reviewer. ===Create-Ticket: Review Approval RT-Attach-Message: yes Subject: REVIEW [{$Tickets{TOP}->Id} - {$Tickets{TOP}->Subject}] Depended-On-By: TOP Queue: ReviewApproval Owner: {$Tickets{TOP}->FirstCustomFieldValue('Nominate Reviewer');} Requestors: {$Tickets{TOP}->RequestorAddresses} Type: approval Due: {time + 86400} Content-Type: text/html Content: (CONTENT REMOVED) ENDOFCONTENT The following attempts haven't worked for us but outline what we are trying to achieve; Attachment: {$Tickets{TOP}->Attachments} Attachment: {$Tickets{TOP}->Attachments->First} -- View this message in context: http://requesttracker.8502.n7.nabble.com/Attachments-tp58394.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From rfelty at adknowledge.com Mon Aug 25 11:30:42 2014 From: rfelty at adknowledge.com (Rezty Felty) Date: Mon, 25 Aug 2014 15:30:42 +0000 Subject: [rt-users] Can't resolve in-progress ticket? Message-ID: I just upgraded our RT system, from running on SLES 11 to RHEL 6.5, RT from 3.8.7 to 4.2.6, and mysql from an old version to the latest mariadb. Upgrade went smoothly, have tested everything, all seems to be well, except one thing. I have a ticket that a user placed in in-progress status after the upgrade, and now the only status anyone can place it in, even me as an RT Admin, is in-progress. Can?t resolve, open, delete, pending, etc. They aren?t even choices in the drop-down in the jumbo ticket display. Any idea what caused this, and how to resolve? Thanks, Rezty Felty Senior Linux Administrator Adknowledge 816-559-1196 -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfelty at adknowledge.com Mon Aug 25 11:39:13 2014 From: rfelty at adknowledge.com (Rezty Felty) Date: Mon, 25 Aug 2014 15:39:13 +0000 Subject: [rt-users] Can't resolve in-progress ticket? Message-ID: More info, have opened additional tickets to test, seems that when any ticket is placed in in-progress status, it then loses all status choices except in-progress. Thanks, Rezty Felty Senior Linux Administrator Adknowledge 816-559-1196 From: Rezty Felty > Date: Monday, August 25, 2014 at 10:30 AM To: "rt-users at lists.bestpractical.com" > Subject: [rt-users] Can't resolve in-progress ticket? I just upgraded our RT system, from running on SLES 11 to RHEL 6.5, RT from 3.8.7 to 4.2.6, and mysql from an old version to the latest mariadb. Upgrade went smoothly, have tested everything, all seems to be well, except one thing. I have a ticket that a user placed in in-progress status after the upgrade, and now the only status anyone can place it in, even me as an RT Admin, is in-progress. Can?t resolve, open, delete, pending, etc. They aren?t even choices in the drop-down in the jumbo ticket display. Any idea what caused this, and how to resolve? Thanks, Rezty Felty Senior Linux Administrator Adknowledge 816-559-1196 -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at lolling.org Mon Aug 25 11:44:17 2014 From: lists at lolling.org (Lists) Date: Mon, 25 Aug 2014 10:44:17 -0500 Subject: [rt-users] RT 4.2.6 Cannot attach multiple attachments when opening tickets In-Reply-To: <20140824222443.GC3163@jibsheet.com> References: <53F649D4.5000105@lolling.org> <20140822135612.GC3071@jibsheet.com> <53F7ACB9.5030704@lolling.org> <20140824222443.GC3163@jibsheet.com> Message-ID: <53FB59D1.4050209@lolling.org> Hi Kevin, I cannot reproduce it on demo.bestpractical.com but I can reproduce it on my TEST server. So at least I am consistent with my mistakes. Thanks, Dave On 8/24/2014 5:24 PM, Kevin Falcone wrote: > On Fri, Aug 22, 2014 at 03:48:57PM -0500, Lists wrote: >> Other than a few custom fields and RT-Extension-CommandByMail, it's a pretty >> generic install. >> >> Does the attachment functionality depend on anything related to Apache or >> any other configuration options? > It uses your Sessions to store the attachment, but you'd see database > errors in that case. > > Can you replicate it on something like demo.bestpractical.com? > > -kevin > > From ms at fv-berlin.de Mon Aug 25 12:28:48 2014 From: ms at fv-berlin.de (ms at fv-berlin.de) Date: Mon, 25 Aug 2014 18:28:48 +0200 Subject: [rt-users] S/MIME signed emails are detected as non-plaintext In-Reply-To: <53F4CDF1.1060702@bestpractical.com> References: <53F217F5.9030008@fv-berlin.de> <53F4CDF1.1060702@bestpractical.com> Message-ID: <53FB6440.8040300@fv-berlin.de> On 20/08/2014 18:33, Alex Vandiver wrote: > On 08/18/2014 11:12 AM, ms at fv-berlin.de wrote: >> we're running RT 4.2.5 and have noticed a minor annoyance. >> >> When you send an S/MIME-signed (not encrypted!) mail to RT to create a >> ticket, the email body will be added as quoted text because "it's not >> plain text". You can click on the quoted text to read it perfectly fine, >> but this is still somewhat of an annoyance. Is this behaviour something >> I can configure, maybe in a list of acceptable content-types or something? > > Can you try enabling RT's S/MIME support, and see how that improves > things? See: > > http://docs.bestpractical.com/RT_Config.html#Cryptography > http://docs.bestpractical.com/RT/Crypt.html#CONFIGURATION > http://docs.bestpractical.com/RT/Crypt/SMIME.html#CONFIGURATION > > The following should be a minimal implementation: > > Set( %SMIME, > Enable => 1, > AcceptUntrustedCAs => 1, > ); > > Set(@MailPlugins, 'Auth::MailFrom', 'Auth::Crypt' ); > > > - Alex > > That does seem to work, although I had to add the keyring and CAPath options because otherwise the rt-fulltext-indexer cron job would send an error email every 5 minutes indicating it didnt find the keyring. Now there's no log entries regarding s/mime whatsoever. This is good and bad: - good because emails in RT show up perfectly fine now. The change is not retroactive, but I didn't expect that, thats fine. - bad because if you try to sign outgoing response emails, the sent emails are empty (if "Sign" is left unchecked, they are fine). It is entirely possible this is an error on my end putting a wrong/incomplete keyfile there, but at least I wouldv'e hoped to find some INFO/WARN/ERR-type log entries regarding that, but sadly not. I might enable debug-logging and see what's going on later. Thanks for the help! From alex at peters.net Mon Aug 25 18:59:21 2014 From: alex at peters.net (Alex Peters) Date: Tue, 26 Aug 2014 08:59:21 +1000 Subject: [rt-users] Can't resolve in-progress ticket? In-Reply-To: References: Message-ID: Sounds like a possible misconfiguration of the relevant lifecycle: https://bestpractical.com/docs/rt/latest/customizing/lifecycles.html#Update-Transitions On 26/08/2014 1:40 am, "Rezty Felty" wrote: > More info, have opened additional tickets to test, seems that when any > ticket is placed in in-progress status, it then loses all status choices > except in-progress. > > Thanks, > Rezty Felty > Senior Linux Administrator > Adknowledge > 816-559-1196 > > From: Rezty Felty > Date: Monday, August 25, 2014 at 10:30 AM > To: "rt-users at lists.bestpractical.com" > Subject: [rt-users] Can't resolve in-progress ticket? > > I just upgraded our RT system, from running on SLES 11 to RHEL 6.5, RT > from 3.8.7 to 4.2.6, and mysql from an old version to the latest mariadb. > Upgrade went smoothly, have tested everything, all seems to be well, > except one thing. I have a ticket that a user placed in in-progress status > after the upgrade, and now the only status anyone can place it in, even me > as an RT Admin, is in-progress. Can?t resolve, open, delete, pending, etc. > They aren?t even choices in the drop-down in the jumbo ticket display. > Any idea what caused this, and how to resolve? > > Thanks, > Rezty Felty > Senior Linux Administrator > Adknowledge > 816-559-1196 > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netcologne.de Tue Aug 26 04:44:18 2014 From: cloos at netcologne.de (Christian Loos) Date: Tue, 26 Aug 2014 10:44:18 +0200 Subject: [rt-users] Hiding non-content transactions with callbacks In-Reply-To: <20140804203657.GP2988@jibsheet.com> References: <632819AA-AA30-4928-AE2B-AFA21148D9EE@cloned.org> <53DFE81D.5020109@xs4all.nl> <20140804203657.GP2988@jibsheet.com> Message-ID: Am 04.08.2014 um 22:36 schrieb Kevin Falcone: > I considered giving this in my initial response, but it doesn't have > the 4.2 compatible callback, so I didn't want to lead the original > poster on until I'd had a chance to send a PR. > > -kevin It uses the RT 4.2 callback since Oct last year [1]. ;-) Chris [1] https://github.com/cloos/RT-Extension-HistoryFilter/commit/6fd31b0 From rfelty at adknowledge.com Tue Aug 26 10:16:28 2014 From: rfelty at adknowledge.com (Rezty Felty) Date: Tue, 26 Aug 2014 14:16:28 +0000 Subject: [rt-users] Can't resolve in-progress ticket? In-Reply-To: References: Message-ID: Yes, we fixed it with lifecycle entries in the RT_SiteConfig.pm, I hadn?t realized that lifecycles had replaced status?. Thanks, Rezty Felty Senior Linux Administrator Adknowledge 816-559-1196 From: Alex Peters > Date: Monday, August 25, 2014 at 5:59 PM To: Rezty Felty > Cc: "rt-users at lists.bestpractical.com" > Subject: Re: [rt-users] Can't resolve in-progress ticket? Sounds like a possible misconfiguration of the relevant lifecycle: https://bestpractical.com/docs/rt/latest/customizing/lifecycles.html#Update-Transitions On 26/08/2014 1:40 am, "Rezty Felty" > wrote: More info, have opened additional tickets to test, seems that when any ticket is placed in in-progress status, it then loses all status choices except in-progress. Thanks, Rezty Felty Senior Linux Administrator Adknowledge 816-559-1196 From: Rezty Felty > Date: Monday, August 25, 2014 at 10:30 AM To: "rt-users at lists.bestpractical.com" > Subject: [rt-users] Can't resolve in-progress ticket? I just upgraded our RT system, from running on SLES 11 to RHEL 6.5, RT from 3.8.7 to 4.2.6, and mysql from an old version to the latest mariadb. Upgrade went smoothly, have tested everything, all seems to be well, except one thing. I have a ticket that a user placed in in-progress status after the upgrade, and now the only status anyone can place it in, even me as an RT Admin, is in-progress. Can?t resolve, open, delete, pending, etc. They aren?t even choices in the drop-down in the jumbo ticket display. Any idea what caused this, and how to resolve? Thanks, Rezty Felty Senior Linux Administrator Adknowledge 816-559-1196 -- RT Training - Boston, September 9-10 http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From Chanel.Wheeler at yavapai.us Tue Aug 26 17:05:41 2014 From: Chanel.Wheeler at yavapai.us (Chanel Wheeler) Date: Tue, 26 Aug 2014 14:05:41 -0700 Subject: [rt-users] search query returning unexpected results Message-ID: Hi all, This is the search query I have (built via the Query Builder): Owner = 'cwheeler' AND ( Status = 'new' OR Status = 'open' ) AND Queue = 'YLN' AND 'CF.{YLN Topic}' != 'Student Import System' The search results *include* the tickets tagged with Student Import System. If I change the 'not equal' to 'equal' it limits the search as you'd expect it to. Same thing happens with LIKE vs NOT LIKE. This is looking a lot like a bug but I'm wondering if manipulating custom fields in this way just isn't allowed. I'm on 4.2.6. Any ideas? Thanks, chanel -- Chanel Wheeler Programmer/Analyst Yavapai Library Network 1120 Commerce Dr. Prescott, AZ 86305 Phone: (928) 442-5741 chanel.wheeler at yavapai.us -------------- next part -------------- An HTML attachment was scrubbed... URL: From hef at pbrfrat.com Wed Aug 27 00:43:43 2014 From: hef at pbrfrat.com (Hef) Date: Tue, 26 Aug 2014 23:43:43 -0500 Subject: [rt-users] Full TextSearch with SphinxSE and MariaDB Message-ID: I have an RT 4.2.6 install running on MariaDB. I installed the Sphinx extension into MariaDB following these isntructions: https://mariadb.com/kb/en/mariadb/documentation/storage-engines/sphinx-storage-engine/about-sphinxse/ After that I followed the directions on https://www.bestpractical.com/docs/rt/4.2.6/full_text_indexing.html The output of sbin/rt-setup-fulltext-index gave me some good defaults, I changed a few sphinx settings like file locations and port numbers. If I connect to the database manually and run select * from AttachmentsIndex WHERE query='wiki;mode=any'; I get some results back, and I see [Tue Aug 26 23:42:17.254 2014] 0.000 sec 0.000 sec [any/0/rel 122 (0,20)] [rt] wiki In the Sphinx log. However, when I try and do a search in RT, I don't get back content results and I don't see anything appear in the sphinx log What am I doing wrong? -------------- next part -------------- An HTML attachment was scrubbed... URL: From dota.replays.net at gmail.com Wed Aug 27 10:23:27 2014 From: dota.replays.net at gmail.com (=?UTF-8?B?5a6L5pmT5qWg?=) Date: Wed, 27 Aug 2014 22:23:27 +0800 Subject: [rt-users] how to lookup the user total worked time one day Message-ID: every comment or reply can add worked time, how to lookup the user total worked time one day. -------------- next part -------------- An HTML attachment was scrubbed... URL: From training at bestpractical.com Tue Aug 26 16:15:17 2014 From: training at bestpractical.com (Talena Gandy) Date: Tue, 26 Aug 2014 16:15:17 -0400 Subject: [rt-users] [rt-announce] Registration now open for our Q4 RT training in Los Angeles, CA Message-ID: <4F648E50-BD44-4B34-B7A2-FEFDB71BF4B2@bestpractical.com> Hello! Great news! Our Q4 RT training session will be held in LA on November 4-5, 2014! We do have a limit on how many people we can effectively teach, so please register as soon as you can to make sure you get a seat. If you can't make LA, please feel free to suggest a future location by dropping us a line at training at bestpractical.com! 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. For both days, the cost is USD $1,495. A single day is USD $995. Each class includes training materials, a continental breakfast, and snacks (lunch is not provided). If you'd like to pay with Visa, MasterCard or Discover, please visit Best Practical's online store. 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 and the full names and email addresses of attendees. Finally, please 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. Thank you for your continued support of Request Tracker! _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From dmcdowell at costco.com Wed Aug 27 20:02:40 2014 From: dmcdowell at costco.com (Dillon McDowell) Date: Wed, 27 Aug 2014 17:02:40 -0700 Subject: [rt-users] RT server crashing unexpectedly with Premature end of script headers: rt-server.fcgi In-Reply-To: References: <53F243AE.3040906@bestpractical.com> Message-ID: Just to add some things I've discovered while troubleshooting this issue. We appear to be blocking on a read call against the fast cgi socket until fcgid reaches the 40 second timeout and kills the process. We can consistently reproduce the error if we try to refresh while on the Self Service screen. Clicking around at a normal place will not repro the issue. If anyone has help, pointers or answers I would greatly appreciate it! Thank you, *Dillon J. McDowell* *Information Systems* QA Tools Integration | Test Environment Verification | 425-416-8922 On Mon, Aug 18, 2014 at 11:30 AM, Dillon McDowell wrote: > Thanks, Alex. Here's my httpd.conf file, with the commented lines removed: > > > ServerRoot "/rt/httpd" > Listen 8080 > > LoadModule fcgid_module modules/mod_fcgid.so > FcgidMaxRequestLen 1073741824 > > User rt > Group rt > ServerAdmin isqart at costco.com > ScriptAlias / /rt/rt4/sbin/rt-server.fcgi/ > DocumentRoot "/rt/rt4/share/html" > AddDefaultCharset UTF-8 > > > Order allow,deny > Allow from all > Options +ExecCGI > AddHandler fcgid-script fcgi > > > ErrorLog "logs/error_log" > > LogLevel debug > > > > LogFormat "%h %l %u %t \"%r\" %>s %b \"%{Referer}i\" > \"%{User-Agent}i\"" combined > LogFormat "%h %l %u %t \"%r\" %>s %b" common > > > # You need to enable mod_logio.c to use %I and %O > LogFormat "%h %l %u %t \"%r\" %>s %b \"%{Referer}i\" > \"%{User-Agent}i\" %I %O" combinedio > > > > CustomLog "logs/access_log" common > > > > > DefaultType text/plain > > > > TypesConfig conf/mime.types > > AddType application/x-compress .Z > AddType application/x-gzip .gz .tgz > > > > LoadModule ssl_module modules/mod_ssl.so > > > SSLRandomSeed startup builtin > SSLRandomSeed connect builtin > > > Listen 8443 > > ErrorLog logs/ssl_error_log > TransferLog logs/ssl_access_log > LogLevel warn > SSLEngine on > SSLProtocol all -SSLv2 > SSLCipherSuite ALL:!ADH:!EXPORT:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:+LOW > SSLCertificateFile /rt/httpd/conf/lapqrt01094p01.cer > SSLCertificateKeyFile /rt/httpd/conf/lapqrt01094p01.key > > SSLOptions +StdEnvVars > > > SSLOptions +StdEnvVars > > SetEnvIf User-Agent ".*MSIE.*" \ > nokeepalive ssl-unclean-shutdown \ > downgrade-1.0 force-response-1.0 > > > > > Thank you, > > *Dillon J. McDowell* > *Information Systems* > QA Tools Integration | Test Environment Verification > | 425-416-8922 > > > On Mon, Aug 18, 2014 at 11:19 AM, Alex Vandiver > wrote: > >> On 08/18/2014 01:47 PM, Dillon McDowell wrote: >> > [critical]: Can't use an undefined value as an ARRAY reference at >> > */RT/PlackRunner.pm line 136. >> >> This means that rt-server isn't being passed the right arguments to >> start up; it has nothing to do with the browser. Please show your >> Apache configuration. >> >> - Alex >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netsandbox.de Fri Aug 29 07:57:42 2014 From: cloos at netsandbox.de (Christian Loos) Date: Fri, 29 Aug 2014 13:57:42 +0200 Subject: [rt-users] RT Extension installation on Centos 6 Message-ID: <54006AB6.7040206@netsandbox.de> Hi Centos guys, I got an bug report [1] from a Centos 6 user which tried to install my RT-Extension-BriefHistory [2]. RT::MasonComponentRoot is set to /usr/share/rt4/html and the "make install" transcript of my extension shows: Installing /usr/share/rt4/html/Callbacks/BriefHistory/Ticket/Elements/ShowHistory/SkipTransaction So the extension mason components are installed in RT::MasonComponentRoot which I think is total wrong. As the user says that there is no RT::LocalPluginPath I would think there is something wrong with the RT package in Cenos. Maybe someone who installed RT from the Centos package and use RT extensions can share their knowledge with me. Thanks. Chris [1] https://github.com/cloos/RT-Extension-BriefHistory/issues/1 [2] https://github.com/cloos/RT-Extension-BriefHistory From adb at ast.cam.ac.uk Fri Aug 29 07:44:52 2014 From: adb at ast.cam.ac.uk (Andy Batey) Date: Fri, 29 Aug 2014 12:44:52 +0100 Subject: [rt-users] Can't add attachments to correspondence or comment from web interface Message-ID: <540067B4.3030309@ast.cam.ac.uk> Just upgraded from 4.0.18 to 4.2.6 - no problems reported during upgrade or database upgrade. When replying to or commenting on an existing ticket from the web interface it is not possible to add an attachment; Browse, select a file and the name shows up next to the Browse button under the text entry window but when I click on "Update Ticket" no file is attached If I click on "Add More Files" rather than "Update Ticket" the text entry box disappears momentarily and when it comes back there is no file attachment listed and "No file selected" next to the Browse button. Creating a new ticket from the web interface with attachments works fine Doing a reply with attachments on my test server, which was upgraded from a copy of the same code base and database, it attaches files just fine. I have not been able to find what is different between the two instances and the logs written to the RT log file are the same for both servers, this is what I get when Browsing for a file and clicking on Add More Files: [10157] [Fri Aug 29 11:16:49 2014] [debug]: Encode::Guess guessed encoding: ascii (/local/rt4/sbin/../lib/RT/I18N.pm:595) [10157] [Fri Aug 29 11:16:49 2014] [debug]: Encode::Guess guessed encoding: ascii (/local/rt4/sbin/../lib/RT/I18N.pm:595) [10157] [Fri Aug 29 11:16:49 2014] [debug]: About to prepare scrips for transaction #484933 (/local/rt4/sbin/../lib/RT/Transaction.pm:187) [10157] [Fri Aug 29 11:16:49 2014] [debug]: Found 10 scrips for TransactionCreate stage with applicable type(s) Correspond for txn #484933 on ticket #23782 (/local/rt4/sbin/../lib/RT/Scrips.pm:495) [10157] [Fri Aug 29 11:16:49 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [Helpdesk #23782] Test ticket with attachment (/local/rt4/sbin/../lib/RT/I18N.pm:295) [10157] [Fri Aug 29 11:16:49 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [Helpdesk #23782] Test ticket with attachment (/local/rt4/sbin/../lib/RT/I18N.pm:295) [10157] [Fri Aug 29 11:16:49 2014] [info]: not sending to ---------------, creator of the transaction, due to NotifyActor setting (/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:840) [10157] [Fri Aug 29 11:16:49 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [Helpdesk #23782] Test ticket with attachment (/local/rt4/sbin/../lib/RT/I18N.pm:295) [10157] [Fri Aug 29 11:16:49 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [Helpdesk #23782] Test ticket with attachment (/local/rt4/sbin/../lib/RT/I18N.pm:295) [10157] [Fri Aug 29 11:16:49 2014] [debug]: Skipping Scrip #2 because it isn't applicable (/local/rt4/sbin/../lib/RT/Scrips.pm:353) [10157] [Fri Aug 29 11:16:49 2014] [debug]: Skipping Scrip #13 because it isn't applicable (/local/rt4/sbin/../lib/RT/Scrips.pm:353) [10157] [Fri Aug 29 11:16:49 2014] [warning]: Use of uninitialized value in string eq at (eval 6935) line 2. ((eval 6935):2) [10157] [Fri Aug 29 11:16:49 2014] [debug]: Skipping Scrip #14 because it isn't applicable (/local/rt4/sbin/../lib/RT/Scrips.pm:353) [10157] [Fri Aug 29 11:16:49 2014] [debug]: Skipping Scrip #19 because it didn't Prepare (/local/rt4/sbin/../lib/RT/Scrips.pm:361) Google has not proved to be my friend in finding a solution for this one. I would appreciate any ideas that you have on what the problem could be or where I should look. Regards Andy -- -*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* Andrew Batey Computer Officer,Institute of Astronomy, Cambridge Tel. +44 (0) 1223 766662 (work) http://www.ast.cam.ac.uk/ -*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* From no.molas at gmail.com Fri Aug 29 12:18:11 2014 From: no.molas at gmail.com (Felipe Agnelli Barbosa) Date: Fri, 29 Aug 2014 13:18:11 -0300 Subject: [rt-users] Upgrade RT 3.8.7 to 4.0.1 Message-ID: Hi Kevin, I already understood where i was wrong. Here my answers, Message: 12 > Date: Fri, 22 Aug 2014 09:59:41 -0400 > From: Kevin Falcone > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Upgrade RT 3.8.7 to 4.0.1 > Message-ID: <20140822135941.GE3071 at jibsheet.com> > Content-Type: text/plain; charset="us-ascii" > > On Mon, Aug 18, 2014 at 06:02:41PM -0300, Felipe Agnelli Barbosa wrote: > > > > 4. Apply upgrade the schema at the current server and after in the new > server > > $perl /usr/share/request-tracker3.8/etc/upgrade/[1] > upgrade-mysql-schema.pl rtdb > > root password > queries.sql > > $mysql -u root -p rtdb < queries.sql > > Why? > Step 1 of > http://bestpractical.com/docs/rt/4.0/UPGRADING.mysql.html > tells you not to run that > > ok > > 5. Run the upgrade database at the new server > > $rt-setup-database-4 --prompt-for-dba-password --action upgrade > > I assume this has not completed properly > > here, i receive following msg, Processing 3.8.8 Now inserting data. [ [warning]: Couldn't set SortOrder: That is already the current value (/usr/share/request-tracker4/etc/upgrade/3.8.8/content:32) Processing 3.8.9 Now inserting data. [warning]: Use of uninitialized value in string eq at /usr/share/request-tracker4/lib/RT/Template.pm line 656, <> line 1. (/usr/share/request-tracker4/lib/RT/Template.pm:656) [warning]: Use of uninitialized value in string eq at /usr/share/request-tracker4/lib/RT/Template.pm line 656, <> line 1. (/usr/share/request-tracker4/lib/RT/Template.pm:656) [warning]: Use of uninitialized value in string eq at /usr/share/request-tracker4/lib/RT/Template.pm line 656, <> line 1. (/usr/share/request-tracker4/lib/RT/Template.pm:656) Processing 3.9.1 Now inserting data. Processing 3.9.2 Now inserting data. Processing 3.9.3 Now populating database schema. Processing 3.9.5 Now populating database schema. Processing 3.9.6 Now populating database schema. Processing 3.9.7 Now populating database schema. Now inserting data. Processing 3.9.8 Now populating database schema. Now inserting data. Processing 4.0.0rc2 Now populating database schema. Processing 4.0.0rc4 Now populating database schema. Processing 4.0.0rc7 Now inserting data. Processing 4.0.1 Now inserting data. Processing 4.0.3 Now inserting data. Processing 4.0.4 Now inserting data. Processing 4.0.6 Now populating database schema. Now inserting data. Processing 4.0.9 Now inserting data. Processing 4.0.12 Now populating database schema. Processing 4.0.13 Now populating database schema. Processing 4.0.18 Now inserting data. Processing 4.0.19 Now populating database schema. Now inserting data. Done. Whats mean the warning message? and more, after that, when I restarted webserver, i receive too a msg, like that, [warning]: Use of uninitialized value in numeric eq (==) at /usr/share/request-tracker4/lib/RT/ScripAction.pm line 202. (/usr/share/request-tracker4/lib/RT/ScripAction.pm:202) Thank you for your help, > > 6. Start webserver at the new server > > $service apache2 start > > > > Than, i can do login once after changing my password and i can't create > ticket > > neither change the owner they. > > Show the schema of your Users table, although if your ACL table is > also messed up then you've not completed the upgrade. > > Show your database upgrade. > > -kevin > -------------- next part -------------- > A non-text attachment was scrubbed... > Name: not available > Type: application/pgp-signature > Size: 221 bytes > Desc: not available > URL: < > http://lists.bestpractical.com/pipermail/rt-users/attachments/20140822/f5c2bd88/attachment-0001.pgp > > > > > -- " A d?vida ? o principio da sabedoria " -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Aug 29 17:59:59 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 29 Aug 2014 16:59:59 -0500 Subject: [rt-users] Upgrade RT 3.8.7 to 4.0.1 In-Reply-To: References: <20140822135941.GE3071@jibsheet.com> Message-ID: <20140829215959.GD3163@jibsheet.com> On Fri, Aug 29, 2014 at 01:18:11PM -0300, Felipe Agnelli Barbosa wrote: > Show the schema of your Users table, although if your ACL table is > also messed up then you've not completed the upgrade. You neglected this information run 'show create table Users' and 'show create table ACL' and share it with us. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 221 bytes Desc: not available URL: