From borepstein at gmail.com Mon Dec 1 05:12:21 2014 From: borepstein at gmail.com (Boris Epstein) Date: Mon, 1 Dec 2014 05:12:21 -0500 Subject: [rt-users] the owner tab pulldown In-Reply-To: References: Message-ID: Drew, Keneth, et al: thanks for responding! I guess the gap in my knowledge is that I don't know what permission (or combination of permissions) determines whether or not a user is allowed to take on a given ticket. Let me look into this aspect of it. Cheers, Boris. On Thu, Nov 27, 2014 at 3:09 PM, Drew wrote: > I'm aware of the permissions, that is why I was asking Boris who is not > seeing particular users on the drop down to assign the ticket to if they > had the proper permissions to be an actual owner of the ticket. ;) > On Nov 27, 2014 12:05 PM, "Kenneth Crocker" > wrote: > >> Drew, >> >> There are many permissions they need in order to work on a ticket, >> ownership is one of them. >> >> I have an ebook out that explains a lot about permissions. It is titled >> "RT for Beginners - A Topical Guide". It is only $9.99 at Amazon or Barnes. >> I've attached a TOC. >> >> Kenn >> >> On Thu, Nov 27, 2014 at 7:38 AM, Drew wrote: >> >>> Do the users who do not show up have the proper permissions to be >>> assigned the ticket? >>> >>> On Mon, Nov 24, 2014 at 3:13 PM, Boris Epstein >>> wrote: >>> > Hello listmates, >>> > >>> > I have just encountered a strange situation. Apparently, as I am >>> trying to >>> > assign a ticket, some users do show up in the "Owner" pulldown and >>> others do >>> > not. Thus far, I have failed to see what the selection criteria is >>> there. >>> > >>> > Any help with this will be greatly appreciated. >>> > >>> > Cheers, >>> > >>> > Boris. >>> >> >> -------------- next part -------------- An HTML attachment was scrubbed... URL: From renatorodrigo_87 at hotmail.com Mon Dec 1 12:04:12 2014 From: renatorodrigo_87 at hotmail.com (rgentil) Date: Mon, 1 Dec 2014 10:04:12 -0700 (MST) Subject: [rt-users] Script issue Message-ID: <1417453452181-59083.post@n7.nabble.com> Hey guys, I'm not expert in RT yet but I'd like to be. I'm having a problem with one of my scripts. I created a script below: Condition - On Status Change Action - Notify Owner, Requestors, CCs, Admins Template - Status Change Stage - Transaction Create If I send an email to support, I'll receive back the ticket number on autoreply, but when the ticket change its status I'm not receiving a notification or any mail back to let me know the ticket changed from "open" to "assigned" or whatever status it is. I've been looking for everything on the internet but I couldn't find any information that might help me. IF you could help me I really appreciate it. Thanks, Renato Gentil -- View this message in context: http://requesttracker.8502.n7.nabble.com/Script-issue-tp59083.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alexmv at bestpractical.com Mon Dec 1 12:21:14 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 01 Dec 2014 12:21:14 -0500 Subject: [rt-users] docs improvement suggestion for full-text searching In-Reply-To: <57C1E712-1C86-413C-B89D-C7637C860C68@netconsonance.com> References: <64E8C497-586D-4F79-A9B2-5300734542A1@netconsonance.com> <54773B7F.40604@bestpractical.com> <57C1E712-1C86-413C-B89D-C7637C860C68@netconsonance.com> Message-ID: <547CA38A.9000205@bestpractical.com> On 11/28/2014 03:12 AM, Jo Rhett wrote: > Understood. Just a clarity nitpick :) Although I am confused by your > statements that full text indexing isn?t available in MySQL. I?ve used > this quite successfully in the past > http://dev.mysql.com/doc/refman/5.6/en/innodb-fulltext-index.html At the time the documentation was written, MySQL only had FTS support using MyISAM, not InnoDB. Commits 84066c4 and 77641fc on the unmerged 4.2/mysql-native-fts branch clarify the topic, as well as implement native FTS support. > Likewise, MariaDB has Sphinx support compiled in and available in > their packages, which made this process almost trivial to enable. > https://mariadb.com/kb/en/mariadb/documentation/storage-engines/sphinx-storage-engine/about-sphinxse/ RT doesn't officially support MariaDB -- though this is almost purely because of lack of documentation and testing infrastucture, not because it is known to have failure modes. When MariaDB support is added, the Sphinx integration will be noted. > I found three problems in the config pushed out by the sbin/rt-setup-fulltext-index command: > > 1. You need to create and chown the var/sphinx directory it references > mkdir /opt/rt4/var/sphinx > chown -R sphinx:sphinx /opt/rt4/var/sphinx Noted in > 2. You need to add this binlog path line > binlog_path = /opt/rt4/var/sphinx > > 3. You need to add this compat line or searchd won?t start > compat_sphinxql_magics = 0 What version of sphinx? Neither of those are necessary with 2.0. - Alex From jrhett at netconsonance.com Mon Dec 1 16:11:22 2014 From: jrhett at netconsonance.com (Jo Rhett) Date: Mon, 1 Dec 2014 13:11:22 -0800 Subject: [rt-users] docs improvement suggestion for full-text searching In-Reply-To: <547CA38A.9000205@bestpractical.com> References: <64E8C497-586D-4F79-A9B2-5300734542A1@netconsonance.com> <54773B7F.40604@bestpractical.com> <57C1E712-1C86-413C-B89D-C7637C860C68@netconsonance.com> <547CA38A.9000205@bestpractical.com> Message-ID: version 2.0.8-1 rpm package for EL6 On Dec 1, 2014, at 9:21 AM, Alex Vandiver wrote: > On 11/28/2014 03:12 AM, Jo Rhett wrote: >> Understood. Just a clarity nitpick :) Although I am confused by your >> statements that full text indexing isn?t available in MySQL. I?ve used >> this quite successfully in the past >> http://dev.mysql.com/doc/refman/5.6/en/innodb-fulltext-index.html > > At the time the documentation was written, MySQL only had FTS support > using MyISAM, not InnoDB. Commits 84066c4 and 77641fc on the unmerged > 4.2/mysql-native-fts branch clarify the topic, as well as implement > native FTS support. > >> Likewise, MariaDB has Sphinx support compiled in and available in >> their packages, which made this process almost trivial to enable. >> https://mariadb.com/kb/en/mariadb/documentation/storage-engines/sphinx-storage-engine/about-sphinxse/ > > RT doesn't officially support MariaDB -- though this is almost purely > because of lack of documentation and testing infrastucture, not because > it is known to have failure modes. When MariaDB support is added, the > Sphinx integration will be noted. > >> I found three problems in the config pushed out by the sbin/rt-setup-fulltext-index command: >> >> 1. You need to create and chown the var/sphinx directory it references >> mkdir /opt/rt4/var/sphinx >> chown -R sphinx:sphinx /opt/rt4/var/sphinx > > Noted in > >> 2. You need to add this binlog path line >> binlog_path = /opt/rt4/var/sphinx >> >> 3. You need to add this compat line or searchd won?t start >> compat_sphinxql_magics = 0 > > What version of sphinx? Neither of those are necessary with 2.0. > - Alex > -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects. From alex at peters.net Mon Dec 1 21:22:40 2014 From: alex at peters.net (Alex Peters) Date: Tue, 2 Dec 2014 11:22:40 +0900 Subject: [rt-users] quick-set Starts date Message-ID: I want to be able to quickly adjust a ticket's Starts date from the ticket's Display view without going to the ticket's Dates page and manually entering the date. For example, having a "Starts" top-level menu item next to "Actions" with sub-entries "tomorrow morning," "next week" etc. would achieve this nicely. Has anyone already done something like this? Any recommended approaches? Is there a best-practice way for submitting a POST request from that menu, or would I have to do it as a GET request? Is anyone aware of a plugin that works in a similar manner? Any pointers on which callbacks I should target? -------------- next part -------------- An HTML attachment was scrubbed... URL: From tbrumm at mac.com Mon Dec 1 23:32:27 2014 From: tbrumm at mac.com (Torsten Brumm) Date: Tue, 02 Dec 2014 05:32:27 +0100 Subject: [rt-users] quick-set Starts date In-Reply-To: References: Message-ID: <5943B7DE-8DE6-4A7C-BF0A-F940A2D37F7D@mac.com> This is for Due Date but to change it shouldn't be that hard: https://github.com/leinaddm/RT-Extension-DueButtons Torsten Am 02.12.2014 um 03:22 schrieb Alex Peters: > I want to be able to quickly adjust a ticket's Starts date from the ticket's Display view without going to the ticket's Dates page and manually entering the date. > > For example, having a "Starts" top-level menu item next to "Actions" with sub-entries "tomorrow morning," "next week" etc. would achieve this nicely. > > Has anyone already done something like this? Any recommended approaches? Is there a best-practice way for submitting a POST request from that menu, or would I have to do it as a GET request? Is anyone aware of a plugin that works in a similar manner? Any pointers on which callbacks I should target? -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Tue Dec 2 08:01:59 2014 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham GI-ID) Date: Tue, 2 Dec 2014 13:01:59 +0000 Subject: [rt-users] quick-set Starts date In-Reply-To: References: Message-ID: <524815224EA2F649982D6A7BCD53BDFE220418F0@DCEEXMBX04.ger.win.int.kn> Hi Alex, just spent a few minutes to change the original RT-Extension-DueButtons to StartsButtons: https://github.com/tbrumm/RT-Extension-StartsButtons Have fun. Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Alex Peters Gesendet: Dienstag, 2. Dezember 2014 03:23 An: rt-users at lists.bestpractical.com Betreff: [rt-users] quick-set Starts date I want to be able to quickly adjust a ticket's Starts date from the ticket's Display view without going to the ticket's Dates page and manually entering the date. For example, having a "Starts" top-level menu item next to "Actions" with sub-entries "tomorrow morning," "next week" etc. would achieve this nicely. Has anyone already done something like this? Any recommended approaches? Is there a best-practice way for submitting a POST request from that menu, or would I have to do it as a GET request? Is anyone aware of a plugin that works in a similar manner? Any pointers on which callbacks I should target? 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 jfioravanti at primax.us Tue Dec 2 13:12:57 2014 From: jfioravanti at primax.us (Jeff Fioravanti) Date: Tue, 2 Dec 2014 13:12:57 -0500 Subject: [rt-users] how to provide the forward option to a user Message-ID: <010f01d00e5b$99fd46f0$cdf7d4d0$@us> I have two users who are asking for the forward option within RT. I already have this option as part of my ability to reply-comment-forward so I am surprised it is not available to these other users. How would I assign this option to these other users? 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 falcone at bestpractical.com Tue Dec 2 16:47:31 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 2 Dec 2014 16:47:31 -0500 Subject: [rt-users] [rt-announce] RT for Incident Response 3.2.0 Released Message-ID: <20141202214731.GG2560@jibsheet.com> RTIR 3.2.0 is the first release of RTIR compatible with RT 4.2. It is only compatible with RT 4.2.9 and later and will refuse to install on earlier versions of RT 4.2. You should be sure to review both core RT's UPGRADING-4.2 as well as RTIR's UPGRADING-3.2 documentation and any other UPGRADING documentation which may be relevant to your older version. https://download.bestpractical.com/pub/rt/release/RT-IR-3.2.0.tar.gz https://download.bestpractical.com/pub/rt/release/RT-IR-3.2.0.tar.gz.asc SHA1 sums d37288b2bf8d04f3791a15e82323b40e6eaf9837 RT-IR-3.2.0.tar.gz 2fd61f47ff639e3a38e4b5c14ffc1cd6b1d23945 RT-IR-3.2.0.tar.gz.asc Numerous internal updates have been made for compatibility with RT 4.2. If you have local modifications to RTIR you will want to ensure that you update them for compatibility. RT 4.2 renamed many components and introduced a new /static/ root for CSS/JS etc. As a result, many components and callbacks in RTIR have also been modified to align with core renames. You should be sure to review UPGRADING-4.2 in core RT. RTIR makes use of RT's Custom Field Grouping feature, you can read more about it in RTIR_Config.pm and make use of it to organize both RTIR's core Custom Fields as well as your site-specific fields. RTIR's Constituencies have been refactored and will now provide better error messages and will make better use of caching and other performance enhancements. This release also includes recent bugfixes from 3.0 to ensure that Constituency does not lose state during ticket creation and editing. RTIR's linkification of ticket histories will be cached by default on 4.2 which will assist with ticket history rendering on second load. RTIR now also uses RT's delayed-load for history, causing history to be loaded via JavaScript after the rest of the page is rendered, improving page load times. When linking an Incident Report to an Incident after Incident Creation, the IR IP Custom Fields will be automatically copied. Framework now exists to easily add new Scrips to copy other Custom Fields. Particularly useful if you link IRs to Incidents using the API. When splitting a ticket, you can now change Due and Starts. In addition, you can now manually change an Incident's Due Date. RTIR now uses core's Forward functionality, allowing a message to be included with a forward, as well as forwarding of a full ticket in addition to transactions. Forwards are recorded in the history of a ticket. RTIR now has access to core's improved charting, allowing grouping by multiple attributes and calculation of some ticket statistics. The $RTIR_OldestRelatedTickets will now apply to tickets updated in the last n days for any Lookup search. In addition to GnuPG support, RTIR can now leverage RT's S/MIME integration. See the core RT documentation for specifics and configuration. Users who are members of a DutyTeam will now be redirected to the RTIR Homepage on login. Additionally many bugs were squashed, performance enhancements made, doc cleaned up and new callbacks added. A complete changelog is available from git by running: git log 3.0.4..3.2.0 or visiting https://github.com/bestpractical/rtir/compare/3.0.4...3.2.0 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 221 bytes Desc: not available URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From jrhett at netconsonance.com Wed Dec 3 02:19:15 2014 From: jrhett at netconsonance.com (Jo Rhett) Date: Tue, 2 Dec 2014 23:19:15 -0800 Subject: [rt-users] plugins link to module file, not package file In-Reply-To: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> Message-ID: <0075EA30-5AC2-4FEF-A52F-772C5DAD188E@netconsonance.com> Hey, dunno if this got overlooked during the short vacation week. This is a pretty serious issue? asking users to manually hack up the URL in their browser bar is not accessible. On Nov 26, 2014, at 2:22 PM, Jo Rhett wrote: > Hey guys and gals, been a long time. > > I?m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. I?m liking the changes. Other than some confusion about what order to do things in (see my other message) the one thing I can?t seem to wrap my head around is the new plugin setup. > > First, yay! I like the idea of what you?ve done with plugins, keeping them local and the simplified syntax in RT_SiteConfig.pm. > > [in which I wander in the wrong direction? read and giggle] > > However, I can?t find any plugins other than yours which are built in these new packages you document at https://www.bestpractical.com/docs/rt/4.2/writing_extensions.html > > What is the fallback method for installing the other style modules? How do I get from a .pm file to an installed module. Can I manually create the directory structures and copy these into place? I see some details there but it doesn?t inspire confidence that everything I need to know is there. A breakout of the directory structure would be really helpful. > > [forehead slap] > > I was almost done with this e-mail when I realized the problem. If you go to http://bestpractical.com/rt/extensions.html and you find the extension you are looking for, the link to the Homepage for the extension actually links to the main module, and not to the extension package. Example for one > > Homepage link takes you to: > http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm > > If you?re a bit tired and under-caffeniated, or just plain new to RT, it may not be clear to you that you need to remove a bunch from the URL to find the extension package. In my opinion, it would be much better to link to the package instead of the module file, like so: > http://search.cpan.org/dist/RT-Extension-MandatorySubject/ > > I did some random spot checking, and this appears to be true for every module shown there. > > -- > Jo Rhett > +1 (415) 999-1798 > Skype: jorhett > Net Consonance : net philanthropy to improve open source and internet projects. > -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Wed Dec 3 02:20:21 2014 From: jrhett at netconsonance.com (Jo Rhett) Date: Tue, 2 Dec 2014 23:20:21 -0800 Subject: [rt-users] unordered mismash of upgrade instructions In-Reply-To: References: Message-ID: Likewise on this one. I?d appreciate a response from Best Practice as to the proper ordering for an upgrade? On Nov 26, 2014, at 2:32 PM, Jo Rhett wrote: > Hey guys and gals, been a long time. > > I?m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. I?m liking the changes. Glad to see RTFM integrated. My one big question here that I think the documentation could definitely improve upon, is what order to do the changes in? There are changes in every one of these pages and there?s no clear outline for which ones go first. > > https://www.bestpractical.com/docs/rt/4.2/README.html > https://www.bestpractical.com/docs/rt/4.2/UPGRADING-3.8.html > https://www.bestpractical.com/docs/rt/4.2/UPGRADING-4.0.html > https://www.bestpractical.com/docs/rt/4.2/UPGRADING-4.2.html > https://www.bestpractical.com/docs/rt/4.2/UPGRADING.mysql.html > > I build the new installation on a new system so I?ve done a test upgrade the following way ? totally just guessing which things to do in which order. Can someone take a moment to validate if I did it right? > > 1. Loaded a backup of the running system's database, renamed to rt4 > 2. Installed apache2 and mod_perl2, set up vhost according to https://www.bestpractical.com/docs/rt/4.2/web_deployment.html > 3. Download 4.2.9, extract, ./configure --with-web-handler=modperl2 --with-web-user=apache --with-web-group=apache > 4. sudo make fixdeps > 5. make install > 6. perl etc/upgrade/upgrade-mysql-schema.pl rt4 rt_user password > ~/update.sql > (read and saw only changes to utf8) > 7. mysql -u rt-user -p rt4 < ~/update.sql > > 8. Cleanup from UPGRADING-3.8 > $ cd /opt/rt4 > $ perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/shrink_transactions_table.pl > $ perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/vulnerable-passwords > $ perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/vulnerable-passwords --fix > $ perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/split-out-cf-categories > > 9. Database upgrade > $ perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action upgrade --prompt-for-dba-password > $ perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/upgrade-articles > $ sbin/rt-validator --check > $ sbin/rt-validator --check --resolve > > I?m thinking that perhaps step 8 should have been done before 6 and 7, but it seems to have worked and it displays the tickets and seems to operate properly. > > -- > Jo Rhett > +1 (415) 999-1798 > Skype: jorhett > Net Consonance : net philanthropy to improve open source and internet projects. > -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects. -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Wed Dec 3 02:34:44 2014 From: alex at peters.net (Alex Peters) Date: Wed, 3 Dec 2014 16:34:44 +0900 Subject: [rt-users] plugins link to module file, not package file In-Reply-To: <0075EA30-5AC2-4FEF-A52F-772C5DAD188E@netconsonance.com> References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> <0075EA30-5AC2-4FEF-A52F-772C5DAD188E@netconsonance.com> Message-ID: Could you please clarify what you're asking here? How to install the plugins? The plugins can be installed like any other CPAN module. Given a link to a specific .pm file: http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm you can hit the Download link on the right side of the page to receive a .tar.gz file of the distribution, which can either be fed directly into the cpan or cpanm utilities, or unpacked and installed manually using Makefile.PL and make. With RT extensions, you may find it useful to set environment variable RTHOME to the root directory of your RT installation before installing the plugin: $ RTHOME=/opt/rt-4.2.7 cpanm RT-Extension-MandatorySubject-0.05.tar.gz On 3 December 2014 at 16:19, Jo Rhett wrote: > Hey, dunno if this got overlooked during the short vacation week. This is > a pretty serious issue? asking users to manually hack up the URL in their > browser bar is not accessible. > > On Nov 26, 2014, at 2:22 PM, Jo Rhett wrote: > > Hey guys and gals, been a long time. > > I?m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. I?m > liking the changes. Other than some confusion about what order to do things > in (see my other message) the one thing I can?t seem to wrap my head around > is the new plugin setup. > > First, yay! I like the idea of what you?ve done with plugins, keeping them > local and the simplified syntax in RT_SiteConfig.pm. > > [in which I wander in the wrong direction? read and giggle] > > However, I can?t find any plugins other than yours which are built in > these new packages you document at > https://www.bestpractical.com/docs/rt/4.2/writing_extensions.html > > What is the fallback method for installing the other style modules? How do > I get from a .pm file to an installed module. Can I manually create the > directory structures and copy these into place? I see some details there > but it doesn?t inspire confidence that everything I need to know is there. > A breakout of the directory structure would be really helpful. > > [forehead slap] > > I was almost done with this e-mail when I realized the problem. If you go > to http://bestpractical.com/rt/extensions.html and you find the extension > you are looking for, the link to the Homepage for the extension actually > links to the main module, and not to the extension package. Example for one > > Homepage link takes you to: > > http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm > > If you?re a bit tired and under-caffeniated, or just plain new to RT, it > may not be clear to you that you need to remove a bunch from the URL to > find the extension package. In my opinion, it would be much better to link > to the package instead of the module file, like so: > http://search.cpan.org/dist/RT-Extension-MandatorySubject/ > > I did some random spot checking, and this appears to be true for every > module shown there. > > -- > Jo Rhett > +1 (415) 999-1798 > Skype: jorhett > Net Consonance : net philanthropy to improve open source and > internet projects. > > > -- > Jo Rhett > +1 (415) 999-1798 > Skype: jorhett > Net Consonance : net philanthropy to improve open source and > internet projects. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Wed Dec 3 02:38:33 2014 From: alex at peters.net (Alex Peters) Date: Wed, 3 Dec 2014 16:38:33 +0900 Subject: [rt-users] quick-set Starts date In-Reply-To: <524815224EA2F649982D6A7BCD53BDFE220418F0@DCEEXMBX04.ger.win.int.kn> References: <524815224EA2F649982D6A7BCD53BDFE220418F0@DCEEXMBX04.ger.win.int.kn> Message-ID: This is a great starting point! Thanks very much. I intend to modify the code you've provided in the following ways: - provide an option not to stall the tickets - use free-form dates and times (e.g. "8pm today", "midnight tomorrow") - define the desired buttons via RT_SiteConfig.pm - make the dates/times relative to the time of the button being pressed, not the time of the Display page being loaded When I get around to that, and if I can do these changes in a way that would make sense for that plugin, I'll gladly send you a GitHub pull request. 2014-12-02 22:01 GMT+09:00 Brumm, Torsten / Kuehne + Nagel / Ham GI-ID < torsten.brumm at kuehne-nagel.com>: > Hi Alex, > > just spent a few minutes to change the original RT-Extension-DueButtons to > StartsButtons: > > > > https://github.com/tbrumm/RT-Extension-StartsButtons > > > > Have fun. > > > > *Von:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *Im > Auftrag von *Alex Peters > *Gesendet:* Dienstag, 2. Dezember 2014 03:23 > *An:* rt-users at lists.bestpractical.com > *Betreff:* [rt-users] quick-set Starts date > > > > I want to be able to quickly adjust a ticket's Starts date from the > ticket's Display view without going to the ticket's Dates page and manually > entering the date. > > > > For example, having a "Starts" top-level menu item next to "Actions" with > sub-entries "tomorrow morning," "next week" etc. would achieve this nicely. > > > > Has anyone already done something like this? Any recommended approaches? > Is there a best-practice way for submitting a POST request from that menu, > or would I have to do it as a GET request? Is anyone aware of a plugin > that works in a similar manner? Any pointers on which callbacks I should > target? > > > 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 jrhett at netconsonance.com Wed Dec 3 04:40:15 2014 From: jrhett at netconsonance.com (Jo Rhett) Date: Wed, 3 Dec 2014 01:40:15 -0800 Subject: [rt-users] plugins link to module file, not package file In-Reply-To: References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> <0075EA30-5AC2-4FEF-A52F-772C5DAD188E@netconsonance.com> Message-ID: As I said below, in the Extensions directory the links are broken. For example, Homepage link takes you to: http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm If you?re a bit tired and under-caffeniated, or just plain new to RT, it may not be clear to you that you need to remove a bunch from the URL to find the extension package. In my opinion, it would be much better to link to the package instead of the module file, like so: http://search.cpan.org/dist/RT-Extension-MandatorySubject/ As I just said, asking the user to edit the URL in their browser window to be able to find the extension to download doesn?t make a lot of sense. The links in the directory should be fixed. On Dec 2, 2014, at 11:34 PM, Alex Peters wrote: > Could you please clarify what you're asking here? How to install the plugins? > > The plugins can be installed like any other CPAN module. Given a link to a specific .pm file: > > http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm > > you can hit the Download link on the right side of the page to receive a .tar.gz file of the distribution, which can either be fed directly into the cpan or cpanm utilities, or unpacked and installed manually using Makefile.PL and make. > > With RT extensions, you may find it useful to set environment variable RTHOME to the root directory of your RT installation before installing the plugin: > > $ RTHOME=/opt/rt-4.2.7 cpanm RT-Extension-MandatorySubject-0.05.tar.gz > > On 3 December 2014 at 16:19, Jo Rhett wrote: > Hey, dunno if this got overlooked during the short vacation week. This is a pretty serious issue? asking users to manually hack up the URL in their browser bar is not accessible. > > On Nov 26, 2014, at 2:22 PM, Jo Rhett wrote: >> Hey guys and gals, been a long time. >> >> I?m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. I?m liking the changes. Other than some confusion about what order to do things in (see my other message) the one thing I can?t seem to wrap my head around is the new plugin setup. >> >> First, yay! I like the idea of what you?ve done with plugins, keeping them local and the simplified syntax in RT_SiteConfig.pm. >> >> [in which I wander in the wrong direction? read and giggle] >> >> However, I can?t find any plugins other than yours which are built in these new packages you document at https://www.bestpractical.com/docs/rt/4.2/writing_extensions.html >> >> What is the fallback method for installing the other style modules? How do I get from a .pm file to an installed module. Can I manually create the directory structures and copy these into place? I see some details there but it doesn?t inspire confidence that everything I need to know is there. A breakout of the directory structure would be really helpful. >> >> [forehead slap] >> >> I was almost done with this e-mail when I realized the problem. If you go to http://bestpractical.com/rt/extensions.html and you find the extension you are looking for, the link to the Homepage for the extension actually links to the main module, and not to the extension package. Example for one >> >> Homepage link takes you to: >> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm >> >> If you?re a bit tired and under-caffeniated, or just plain new to RT, it may not be clear to you that you need to remove a bunch from the URL to find the extension package. In my opinion, it would be much better to link to the package instead of the module file, like so: >> http://search.cpan.org/dist/RT-Extension-MandatorySubject/ >> >> I did some random spot checking, and this appears to be true for every module shown there. >> >> -- >> Jo Rhett >> +1 (415) 999-1798 >> Skype: jorhett >> Net Consonance : net philanthropy to improve open source and internet projects. >> > > -- > Jo Rhett > +1 (415) 999-1798 > Skype: jorhett > Net Consonance : net philanthropy to improve open source and internet projects. > > -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects. -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netcologne.de Wed Dec 3 04:55:55 2014 From: cloos at netcologne.de (Christian Loos) Date: Wed, 03 Dec 2014 10:55:55 +0100 Subject: [rt-users] plugins link to module file, not package file In-Reply-To: References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> <0075EA30-5AC2-4FEF-A52F-772C5DAD188E@netconsonance.com> Message-ID: <547EDE2B.6020104@netcologne.de> Am 03.12.2014 um 10:40 schrieb Jo Rhett: > As I just said, asking the user to edit the URL in their browser window > to be able to find the extension to download doesn?t make a lot of > sense. The links in the directory should be fixed. Why do you want to download the extension? You can install them by cpan with cpan RT::Extension::MandatorySubject Chris From alex at peters.net Wed Dec 3 05:09:54 2014 From: alex at peters.net (Alex Peters) Date: Wed, 3 Dec 2014 19:09:54 +0900 Subject: [rt-users] plugins link to module file, not package file In-Reply-To: References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> <0075EA30-5AC2-4FEF-A52F-772C5DAD188E@netconsonance.com> Message-ID: I think I might be missing something crucial in what you are saying/asking. Linking to the main module within a distribution is a very common practice, because that module is likely to have the most relevant documentation for that distribution. The distribution is clearly linked to on the page of every module belonging to a particular distribution. "Asking the user to edit the URL in their browser window to be able to find the extension to download doesn?t make a lot of sense" is essentially a fallacy, because: 1. the download link for the extension is available on that very page; and 2. the home page for the extension itself (which in my opinion is generally far less informational anyway) is available as a link on that very page. Can you please rephrase why you feel that the links in the directory should be changed? Your assertion that these links are "broken" in their current form is confusing to me. On 3 December 2014 at 18:40, Jo Rhett wrote: > As I said below, in the Extensions directory the links are broken. For > example, > > Homepage link takes you to: >> >> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm >> >> If you?re a bit tired and under-caffeniated, or just plain new to RT, it >> may not be clear to you that you need to remove a bunch from the URL to >> find the extension package. In my opinion, it would be much better to link >> to the package instead of the module file, like so: >> > http://search.cpan.org/dist/RT-Extension-MandatorySubject/ >> > > As I just said, asking the user to edit the URL in their browser window to > be able to find the extension to download doesn?t make a lot of sense. The > links in the directory should be fixed. > > On Dec 2, 2014, at 11:34 PM, Alex Peters wrote: > > Could you please clarify what you're asking here? How to install the > plugins? > > The plugins can be installed like any other CPAN module. Given a link to > a specific .pm file: > > > http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm > > you can hit the Download link on the right side of the page to receive a > .tar.gz file of the distribution, which can either be fed directly into the > cpan or cpanm utilities, or unpacked and installed manually using > Makefile.PL and make. > > With RT extensions, you may find it useful to set environment variable > RTHOME to the root directory of your RT installation before installing the > plugin: > > $ RTHOME=/opt/rt-4.2.7 cpanm RT-Extension-MandatorySubject-0.05.tar.gz > > On 3 December 2014 at 16:19, Jo Rhett wrote: > >> Hey, dunno if this got overlooked during the short vacation week. This is >> a pretty serious issue? asking users to manually hack up the URL in their >> browser bar is not accessible. >> >> On Nov 26, 2014, at 2:22 PM, Jo Rhett wrote: >> >> Hey guys and gals, been a long time. >> >> I?m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. I?m >> liking the changes. Other than some confusion about what order to do things >> in (see my other message) the one thing I can?t seem to wrap my head around >> is the new plugin setup. >> >> First, yay! I like the idea of what you?ve done with plugins, keeping >> them local and the simplified syntax in RT_SiteConfig.pm. >> >> [in which I wander in the wrong direction? read and giggle] >> >> However, I can?t find any plugins other than yours which are built in >> these new packages you document at >> https://www.bestpractical.com/docs/rt/4.2/writing_extensions.html >> >> What is the fallback method for installing the other style modules? How >> do I get from a .pm file to an installed module. Can I manually create the >> directory structures and copy these into place? I see some details there >> but it doesn?t inspire confidence that everything I need to know is there. >> A breakout of the directory structure would be really helpful. >> >> [forehead slap] >> >> I was almost done with this e-mail when I realized the problem. If you >> go to http://bestpractical.com/rt/extensions.html and you find the >> extension you are looking for, the link to the Homepage for the extension >> actually links to the main module, and not to the extension package. >> Example for one >> >> Homepage link takes you to: >> >> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm >> >> If you?re a bit tired and under-caffeniated, or just plain new to RT, it >> may not be clear to you that you need to remove a bunch from the URL to >> find the extension package. In my opinion, it would be much better to link >> to the package instead of the module file, like so: >> http://search.cpan.org/dist/RT-Extension-MandatorySubject/ >> >> I did some random spot checking, and this appears to be true for every >> module shown there. >> >> -- >> Jo Rhett >> +1 (415) 999-1798 >> Skype: jorhett >> Net Consonance : net philanthropy to improve open source and >> internet projects. >> >> >> -- >> Jo Rhett >> +1 (415) 999-1798 >> Skype: jorhett >> Net Consonance : net philanthropy to improve open source and >> internet projects. >> >> > > -- > Jo Rhett > +1 (415) 999-1798 > Skype: jorhett > Net Consonance : net philanthropy to improve open source and > internet projects. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Wed Dec 3 06:15:23 2014 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham GI-ID) Date: Wed, 3 Dec 2014 11:15:23 +0000 Subject: [rt-users] quick-set Starts date In-Reply-To: References: <524815224EA2F649982D6A7BCD53BDFE220418F0@DCEEXMBX04.ger.win.int.kn> Message-ID: <524815224EA2F649982D6A7BCD53BDFE220435BE@DCEEXMBX04.ger.win.int.kn> Hi Alex, sounds good to me, waiting to see your changes Torsten Von: Alex Peters [mailto:alex at peters.net] Gesendet: Mittwoch, 3. Dezember 2014 08:39 An: Brumm, Torsten / Kuehne + Nagel / Ham GI-ID Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] quick-set Starts date This is a great starting point! Thanks very much. I intend to modify the code you've provided in the following ways: * provide an option not to stall the tickets * use free-form dates and times (e.g. "8pm today", "midnight tomorrow") * define the desired buttons via RT_SiteConfig.pm * make the dates/times relative to the time of the button being pressed, not the time of the Display page being loaded When I get around to that, and if I can do these changes in a way that would make sense for that plugin, I'll gladly send you a GitHub pull request. 2014-12-02 22:01 GMT+09:00 Brumm, Torsten / Kuehne + Nagel / Ham GI-ID >: Hi Alex, just spent a few minutes to change the original RT-Extension-DueButtons to StartsButtons: https://github.com/tbrumm/RT-Extension-StartsButtons Have fun. Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Alex Peters Gesendet: Dienstag, 2. Dezember 2014 03:23 An: rt-users at lists.bestpractical.com Betreff: [rt-users] quick-set Starts date I want to be able to quickly adjust a ticket's Starts date from the ticket's Display view without going to the ticket's Dates page and manually entering the date. For example, having a "Starts" top-level menu item next to "Actions" with sub-entries "tomorrow morning," "next week" etc. would achieve this nicely. Has anyone already done something like this? Any recommended approaches? Is there a best-practice way for submitting a POST request from that menu, or would I have to do it as a GET request? Is anyone aware of a plugin that works in a similar manner? Any pointers on which callbacks I should target? 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 tamas.szep at govcert.hu Wed Dec 3 08:32:01 2014 From: tamas.szep at govcert.hu (=?ISO-8859-2?Q?=22Tam=E1s=2C_Sz=E9p=22?=) Date: Wed, 03 Dec 2014 14:32:01 +0100 Subject: [rt-users] Outgoing email text of a closing incident Message-ID: <547F10D1.9060500@govcert.hu> Hello all, where can I find and modify the text of the outgoing email when I close a whole Incident? Best regards, Tamas Szep GovCERT-Hungary From sven.sternberger at desy.de Wed Dec 3 10:58:23 2014 From: sven.sternberger at desy.de (Sternberger, Sven) Date: Wed, 3 Dec 2014 16:58:23 +0100 (CET) Subject: [rt-users] Howto overwrite user preferences In-Reply-To: <1064514511.272116.1417622074485.JavaMail.zimbra@desy.de> Message-ID: <1978935434.272149.1417622303343.JavaMail.zimbra@desy.de> Hello! we will upgrade soon our RT from 3.8.7 to 4.2.9, and I would like to initially set the preference for Theme on System default (in our case now rudder) I found that the Preferences are stored in the DB in the table Attributes with the Name Pref-RT::System-1, but is there a way to override/alter them? In the content I only see something like BQkDAAAAARcDMTIwAAAAHFNlYXJjaFJlc3VsdHNSZWZyZXNoSW50ZXJ2YWw= regards! Sven From tjg at ucsc.edu Wed Dec 3 16:43:35 2014 From: tjg at ucsc.edu (Tim Gustafson) Date: Wed, 3 Dec 2014 13:43:35 -0800 Subject: [rt-users] Create Queue / Create Group Access Message-ID: What is the "best practice" way to give non-superusers access to create groups and queues, and then manage the groups and queues they create, but not groups and queues that were created by other users? -- Tim Gustafson tjg at ucsc.edu 831-459-5354 Baskin Engineering, Room 313A From woody at wildthingsafaris.com Thu Dec 4 00:03:03 2014 From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris) Date: Thu, 04 Dec 2014 08:03:03 +0300 Subject: [rt-users] Order of custom field updates In-Reply-To: <5478821D.8050206@wildthingsafaris.com> References: <5478821D.8050206@wildthingsafaris.com> Message-ID: <547FEB07.2060706@wildthingsafaris.com> Hi folks, I have a scrip that runs onCustomFieldChange, and it creates another ticket using data from other custom fields. eg Payment amount - value Payment currency - select Payment destination - select Payment type - select A scrip triggers on change of Payment type, but when the new ticket is created, amount and currency are defined, but destination is not set so i get something like Incoming Payment of xxxxx GBP - . instead of Incoming Payment of xxxx GBP - Current account I have checked the id number of the custom fields thinking maybe they update in id order, but Payment Type is the lowest, and Payment Destination is not the highest. Payment type is the last in the list that's displayed, so I'm not sure how the order of field updates is decided. Can anyone suggest a solution or provide any info on how the order of field updates is defined and how i can change it (presumably by changing field names or deleting and re-adding?) thanks -- ----------------------- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 657 799 468 Skype: woody1tz http://wildthingsafaris.com From renatorodrigo_87 at hotmail.com Thu Dec 4 05:58:07 2014 From: renatorodrigo_87 at hotmail.com (rgentil) Date: Thu, 4 Dec 2014 03:58:07 -0700 (MST) Subject: [rt-users] Default Configuration RT Message-ID: <1417690687769-59108.post@n7.nabble.com> Hi Guys, I'd like to know if it is possible to install the default configuration on Request -TRacker. The reason I'm asking this is because I made a change on the system and a lots of things stopped working and I want to install the default config again and restart doing my changes. Thanks -- View this message in context: http://requesttracker.8502.n7.nabble.com/Default-Configuration-RT-tp59108.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From sven.sternberger at desy.de Thu Dec 4 06:21:26 2014 From: sven.sternberger at desy.de (Sternberger, Sven) Date: Thu, 4 Dec 2014 12:21:26 +0100 (CET) Subject: [rt-users] rt-validator questions! In-Reply-To: <277193257.280620.1417688392231.JavaMail.zimbra@desy.de> Message-ID: <170433858.281270.1417692086400.JavaMail.zimbra@desy.de> hello! I'm in the process to migrate from 3.8.7. to 4.2.9 and I change the Server at the same time. Till now the tests worked like a charm Now I want to test if we could clean up the data in this procedure. We want to use - shrink_cgm_table.pl - shrink_transactions_table.pl - rt-validator My first question is could I start these tools on my old 3.8.7 instance, before I migrate or should I run them on the new host. My second question I started on my RT4.2.9 test instance (filled with my 30GB production db) the rt-validator and first It proceed quickly but now it slows down (in progress, runtime now 20h) In mysql-slow.log I see .. # Time: 141204 11:52:51 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 642.958995 Lock_time: 0.000079 Rows_sent: 0 Rows_examined: 2573918 SET timestamp=1417690371; UPDATE Attachments SET Creator = '9976' WHERE Creator = '9977'; # Time: 141204 12:02:17 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 565.100590 Lock_time: 0.000074 Rows_sent: 0 Rows_examined: 2573918 SET timestamp=1417690937; UPDATE Attachments SET Creator = '6214' WHERE Creator = '6215'; .. My VM has only has 16GB and innodb_buffer_pool_size is only 3GB. - Is it harmful to run rt-validator while we are in production? - Could I speedup the process (make an index on Creator?) best regards! Sven From Gaston at huot.me Thu Dec 4 09:41:53 2014 From: Gaston at huot.me (Gaston Huot) Date: Thu, 4 Dec 2014 09:41:53 -0500 Subject: [rt-users] Is it possible to change the date format for some specific searches Message-ID: Is it possible to change the date format for some specific searches (eg. just the date without the time)? I don't want to change the general option (in user General preferences). '__id__/TITLE:#', '__Subject__/TITLE:Subject', Owner, *'__LastUpdated__/TITLE:MAJ'* Gaston 514.823-7202 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Gaston at huot.me Thu Dec 4 09:49:54 2014 From: Gaston at huot.me (huotg01) Date: Thu, 4 Dec 2014 07:49:54 -0700 (MST) Subject: [rt-users] Complex search for users, as for tickets In-Reply-To: References: Message-ID: <1417704594380-59111.post@n7.nabble.com> Does the absence of answers means that the answer is "no way to do complex searches on users list" ? I someone knows for sure that it is not possible, please tell me. Thanks. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Complex-search-for-users-as-for-tickets-tp59054p59111.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From vibeinjection at yahoo.com Thu Dec 4 02:32:20 2014 From: vibeinjection at yahoo.com (vibeinjection) Date: Wed, 4 Dec 2014 07:32:20 +0000 Subject: =?ISO-8859-1?Q?To=3A=09rt_users_s?= Message-ID: <3646F3108B3F49414AFD6A1D06F445DD@smtp.east.cox.net> http://semaymedikal.com/xvqkxbq/awuguhemwwzfbxblpvcvcxgzzskbagzy.kxvwvyzbjvznryufl vibeinjection at yahoo.com 12/4/2014 7:32:20 PM -------------- next part -------------- An HTML attachment was scrubbed... URL: From karres at illinois.edu Thu Dec 4 14:16:42 2014 From: karres at illinois.edu (Karres, Dean) Date: Thu, 4 Dec 2014 19:16:42 +0000 Subject: [rt-users] Attachment size issue? Message-ID: Hi, RT 4.2.6 RHEL 6.6 MySQL 5.6 I was looking in my RT log file for a different issue and found the following. eval {...} called at -e line 0 (/usr/local/share/perl5/Carp.pm:169) [3523] [Thu Dec 4 18:24:43 2014] [critical]: Attachment insert failed: Row size too large (> 8126). Changing some columns to TEXT or BLOB or using ROW_FORMAT=D YNAMIC or ROW_FORMAT=COMPRESSED may help. In current row format, BLOB prefix of 768 bytes is stored inline. (/opt/rt-4.2.6/sbin/../lib/RT/Attachment.pm:221) [3523] [Thu Dec 4 18:24:43 2014] [critical]: Attachment insert failed: Row size too large (> 8126). Changing some columns to TEXT or BLOB or using ROW_FORMAT=D YNAMIC or ROW_FORMAT=COMPRESSED may help. In current row format, BLOB prefix of 768 bytes is stored inline. (/opt/rt-4.2.6/sbin/../lib/RT/Attachment.pm:191) I thought I raised the attachment size limit when I installed RT. Do I need to do that again? We provide a few specialized, internal services and our customers insist on emailing us super giant attachments. Dean...K... -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Thu Dec 4 15:32:34 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 04 Dec 2014 15:32:34 -0500 Subject: [rt-users] Attachment size issue? In-Reply-To: References: Message-ID: <5480C4E2.6030606@bestpractical.com> On 12/04/2014 02:16 PM, Karres, Dean wrote: > I was looking in my RT log file for a different issue and found the > following [snip] > > I thought I raised the attachment size limit when I installed RT. Do I > need to do that again? We provide a few specialized, internal services > and our customers insist on emailing us super giant attachments. This is caused by changes in MySQL 5.6 (see the first IMPORTANT CHANGE): http://dev.mysql.com/doc/relnotes/mysql/5.6/en/news-5-6-20.html Thus, in addition to setting max_allowed_packet, you will need to increase innodb_log_file_size, or you'll only be able to insert files which are < 5M (or, on 5.6.22 or higher, < 10M). Note that increasing innodb_log_file_size is slightly complex: http://www.percona.com/blog/2011/07/09/how-to-change-innodb_log_file_size-safely/ - Alex From alexmv at bestpractical.com Thu Dec 4 17:08:11 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 04 Dec 2014 17:08:11 -0500 Subject: [rt-users] unordered mismash of upgrade instructions In-Reply-To: References: Message-ID: <5480DB4B.1060008@bestpractical.com> On 11/26/2014 05:32 PM, Jo Rhett wrote: > I?m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. I?m > liking the changes. Glad to see RTFM integrated. My one big question > here that I think the documentation could definitely improve upon, is > what order to do the changes in? There are changes in every one of > these pages and there?s no clear outline for which ones go first. > > https://www.bestpractical.com/docs/rt/4.2/README.html Step (2) and (6b) of this address the other files. The top of UPGRADING.mysql even tells you to start there. A bug in the POD -> html (now fixed) causes it to not show up in the website, but it's in the shipped docs/UPGRADING.mysql in the source tarball. > I?m thinking that perhaps step 8 should have been done before 6 and 7, > but it seems to have worked and it displays the tickets and seems to > operate properly. We recommend doing the 'make upgrade-database' steps before running the various cleanups in docs/UPGRADING-* Patches accepted of updates that you think would clarify the issue. - Alex From cloos at netcologne.de Fri Dec 5 01:55:05 2014 From: cloos at netcologne.de (Christian Loos) Date: Fri, 05 Dec 2014 07:55:05 +0100 Subject: [rt-users] Attachment size issue? In-Reply-To: <5480C4E2.6030606@bestpractical.com> References: <5480C4E2.6030606@bestpractical.com> Message-ID: <548156C9.2070900@netcologne.de> Am 04.12.2014 um 21:32 schrieb Alex Vandiver: > Thus, in addition to setting max_allowed_packet, you will need to > increase innodb_log_file_size, or you'll only be able to insert files > which are < 5M (or, on 5.6.22 or higher, < 10M). Note that increasing > innodb_log_file_size is slightly complex: > > http://www.percona.com/blog/2011/07/09/how-to-change-innodb_log_file_size-safely/ MySQL 5.6.8 resize the log files automatically: http://dev.mysql.com/doc/refman/5.6/en/innodb-data-log-reconfiguration.html Chris From sven.sternberger at desy.de Fri Dec 5 08:06:13 2014 From: sven.sternberger at desy.de (Sternberger, Sven) Date: Fri, 5 Dec 2014 14:06:13 +0100 (CET) Subject: [rt-users] rt-validator questions! In-Reply-To: <170433858.281270.1417692086400.JavaMail.zimbra@desy.de> References: <170433858.281270.1417692086400.JavaMail.zimbra@desy.de> Message-ID: <1690004288.300193.1417784773790.JavaMail.zimbra@desy.de> Hi! I've continued testing ----- Urspr?ngliche Mail ----- > My second question I started on my RT4.2.9 test instance (filled with > my 30GB production db) the rt-validator and first It proceed quickly > but now it slows down (in progress, runtime now 20h) .. > - Could I speedup the process (make an index on Creator?) I created an index on Creator which tooks under 10 min, after that I restarted the run I cancelled before after 40h runtime. The run was finisished in 10 min. Now I see that I have a lot of references to users which have been wiped. I would now like to update all these references to for example nobody. I think I have to this by SQL directly? best regards! From fredrik.rambris at cdon.com Fri Dec 5 08:14:42 2014 From: fredrik.rambris at cdon.com (Fredrik Rambris) Date: Fri, 5 Dec 2014 14:14:42 +0100 Subject: [rt-users] Disable creation of tickets via email Message-ID: <5481AFC2.7010309@cdon.com> Hi, everybody. We run an old RT3 and we would like to change how users submit tickets. Today they mail in tickets. We want to force them to submit via a web form that then create the tickets with the required information. They should be able to add correspondance to an existing ticket as usual. I know how to make the webform thingy create tickets via CLI. I just want to disable ticket creation via email. rt: "|/usr/sbin/rt-mailgate --queue 'General' --action correspond .... How can this be done? [CDON.COM] From alexmv at bestpractical.com Fri Dec 5 11:07:10 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 05 Dec 2014 11:07:10 -0500 Subject: [rt-users] docs improvement suggestion for full-text searching In-Reply-To: References: <64E8C497-586D-4F79-A9B2-5300734542A1@netconsonance.com> <54773B7F.40604@bestpractical.com> <57C1E712-1C86-413C-B89D-C7637C860C68@netconsonance.com> <547CA38A.9000205@bestpractical.com> Message-ID: <5481D82E.6060703@bestpractical.com> On 12/01/2014 04:11 PM, Jo Rhett wrote: > version 2.0.8-1 rpm package for EL6 compat_sphinxql_magics was added in 2.0.1-beta, defaults to 0 in 2.1.1-beta, and was removed in 2.2.1-beta. I'm hesitant to add something to the documented configuration which will cause sphinx to fail on all other versions. Can you explain the failure mode of not having it more clearly? binlog_path was added in 1.10 -- I've added it, with a comment to the versions it's pertinent to. - Alex From karres at illinois.edu Fri Dec 5 13:06:31 2014 From: karres at illinois.edu (Karres, Dean) Date: Fri, 5 Dec 2014 18:06:31 +0000 Subject: [rt-users] newbie script / Action question Message-ID: Hi, Please feel free to point me at the correct docs here. I think I am about to get a handle on some RT related thing and then it turns to smoke in my fingers :) Part of this is a "Best Practices" question. We are testing RT at the moment so playing around is fine with the goal of a solid system at the far end. In our case I envision the following: a "tree" of Queues "rooted" at the primary "Helpdesk" queue. All initial Customer interactions should come into the primary Helpdesk Queue. Then a combination of human interaction and auto-filters should sort the inbound queue items into other "Word Queues". The "auto-filter" bit is where I am having some issues. I have seen the doc at: http://requesttracker.wikia.com/wiki/WriteCustomAction on Custom Actions. I have used the GUI interface to create two Scripts that look at the main Queue and change the Queue for inbound tickets that have keywords in the Subject. For example our Helpdesk sends special printing requests to a printing department and a sub-set of the Helpdesk staff can handle a limited number of trivial Personnel "status" issues. The Best-Practice question is: is this the best way to deal with these sorts of tickets and Queues? I just want to move tickets that pattern-match X into special-queue-X. There will be several other queues and the Helpdesk staff will sort inbound tickets into them as necessary. The tech question part has two parts: 1) I used the GUI to create the filters as I mentioned above. I saw no errors in the creation and they worked for a couple of hours then started failing for no obvious reason. During this same time I was changing some MySQL innodb config options. But then this morning the filter scripts magically started working again. I don't understand why they stopped or restarted. I am not seeing (or am not looking in the right place) other debug info that might clue me in. 2) In the link above it talks about writing a module to perform the action of the script(s). It talks about registering the modules. The question here is really, while looking through /opt/rt4/lib/.../Actions I see a ChangeQueue module/action. While creating the scripts through the GUI the list of drop-down Actions did not include "Change Queue". That's really what I want to do here. Should that exist in the Action list? How do I enable it if it should? Dean...K... -------------- next part -------------- An HTML attachment was scrubbed... URL: From pashdown at xmission.com Fri Dec 5 16:44:43 2014 From: pashdown at xmission.com (Pete Ashdown) Date: Fri, 05 Dec 2014 14:44:43 -0700 Subject: [rt-users] filter error in RT-Authen-ExternalAuth Message-ID: <5482274B.7010407@xmission.com> I'm using an LDAP filter, that otherwise works, in RT-Authen-ExternalAuth that is giving me an perl error that I'm having trouble getting rid of. Here is my configuration (names changed to protect the innocent): Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'ldap.myorg.org', 'user' => 'cn=authentication,ou=widgets,o=myorg', 'pass' => 'SUPERSEKRET', 'tls' => 1, 'base' => 'ou=accounts,o=myorg', 'filter' => '(objectClass=FooBarBoo)', 'd_filter' => '(objectClass=Deactivated)', 'net_ldap_args' => [ version => 3 ], # Users are allowed to log in via email address or account # name 'attr_match_list' => [ 'uid', ], # Import the following properties of the user from LDAP upon # login 'attr_map' => { 'RealName' => 'cn', }, }, } ); And here's the error: [28018] [Thu Dec 4 22:34:57 2014] [error]: Can't locate object method "as_string" via package "(objectClass=FooBarBaz)" (perhaps you forgot to load "(objectClass=FooBarBoo)"?) at /usr/local/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 469. I've tried quoting, escaping, and staring blankly at the code for hours on end, but filter just doesn't digest. Can any tell me what I'm missing? From aaron at guise.net.nz Fri Dec 5 18:29:29 2014 From: aaron at guise.net.nz (Aaron Guise) Date: Sat, 6 Dec 2014 12:29:29 +1300 Subject: [rt-users] Disable creation of tickets via email In-Reply-To: <5481AFC2.7010309@cdon.com> References: <5481AFC2.7010309@cdon.com> Message-ID: I > Date: Fri, 5 Dec 2014 14:14:42 +0100 > From: fredrik.rambris at cdon.com > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Disable creation of tickets via email > > Hi, everybody. > > We run an old RT3 and we would like to change how users submit tickets. > Today they mail in tickets. We want to force them to submit via a web > form that then create the tickets with the required information. > > They should be able to add correspondance to an existing ticket as usual. > > I know how to make the webform thingy create tickets via CLI. I just > want to disable ticket creation via email. > > rt: "|/usr/sbin/rt-mailgate --queue 'General' --action correspond .... > > How can this be done? > > [CDON.COM] Hi Fredrik, I would suggest removing the alias which pipes the mail to RT from your SMTP Server. e.g Postfix,Exim or Sendmail. That will stop all email getting through. -- Regards, Aaron -------------- next part -------------- An HTML attachment was scrubbed... URL: From woody at wildthingsafaris.com Sat Dec 6 13:14:04 2014 From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris) Date: Sat, 06 Dec 2014 21:14:04 +0300 Subject: [rt-users] Order of custom field updates In-Reply-To: <547FEB07.2060706@wildthingsafaris.com> References: <547FEB07.2060706@wildthingsafaris.com> Message-ID: <5483476C.6070602@wildthingsafaris.com> Hi folks, I have a scrip that runs onCustomFieldChange, and it creates another ticket using data from other custom fields. eg Payment amount - value Payment currency - select Payment destination - select Payment type - select A scrip triggers on change of Payment type, but when the new ticket is created, amount and currency are defined, but destination is not set so i get something like Incoming Payment of xxxxx GBP - . instead of Incoming Payment of xxxx GBP - Current account I have checked the id number of the custom fields thinking maybe they update in id order, but Payment Type is the lowest, and Payment Destination is not the highest. Payment type is the last in the list that's displayed, so I'm not sure how the order of field updates is decided. Can anyone suggest a solution or provide any info on how the order of field updates is defined and how i can change it (presumably by changing field names or deleting and re-adding?) thanks -- ----------------------- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 657 799 468 Skype: woody1tz http://wildthingsafaris.com From gd250 at cam.ac.uk Sat Dec 6 14:01:40 2014 From: gd250 at cam.ac.uk (Gareth Dawson) Date: Sat, 06 Dec 2014 19:01:40 +0000 Subject: [rt-users] Order of custom field updates In-Reply-To: <5483476C.6070602@wildthingsafaris.com> References: <547FEB07.2060706@wildthingsafaris.com> <5483476C.6070602@wildthingsafaris.com> Message-ID: Set the scrip to run as batch. It'll then run after all the other transactions have completed. Gareth On 6 December 2014 18:14:04 GMT+00:00, Woody - Wild Thing Safaris wrote: >Hi folks, > >I have a scrip that runs onCustomFieldChange, and it creates another >ticket using data from other custom fields. > >eg > >Payment amount - value >Payment currency - select >Payment destination - select >Payment type - select > >A scrip triggers on change of Payment type, but when the new ticket is >created, amount and currency are defined, but destination is not set so >i get something like > >Incoming Payment of xxxxx GBP - . > >instead of > >Incoming Payment of xxxx GBP - Current account > >I have checked the id number of the custom fields thinking maybe they >update in id order, but Payment Type is the lowest, and Payment >Destination is not the highest. Payment type is the last in the list >that's displayed, so I'm not sure how the order of field updates is >decided. > >Can anyone suggest a solution or provide any info on how the order of >field updates is defined and how i can change it (presumably by >changing >field names or deleting and re-adding?) > >thanks > >-- >----------------------- >Richard Wood (Woody) >Managing Director >Wild Thing Safaris Ltd. >PO BOX 34514 DSM >Office: +255 (0) 222 617 166 >Office Mobile: +255 (0) 773 503 502 >Direct: +255 657 799 468 >Skype: woody1tz >http://wildthingsafaris.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From balou at closeup.de Sat Dec 6 14:43:22 2014 From: balou at closeup.de (Andreas Badur) Date: Sat, 6 Dec 2014 19:43:22 +0000 Subject: [rt-users] Copy and Paste Screenshot into Tickets Message-ID: <00070F4A.54836A69@mail.closeup.de> Hello, when I try to paste a screenshot into a ticket (in the editor field), I can see the picture. After clicking on Update Button, the picture is gone. In the Webinterface, the picture is not shown. In the mails sended by RT, there I found this: But the picture would not be shown in the emails. Is there a way to use copy and paste for screenshots? I know, that I can save the pic and attach it to the ticket or send the picture as email to the ticket system, but our users would like to use copy and paste. Thank you for your help. Kind regards Andy From sshguard at ymail.com Sat Dec 6 15:23:46 2014 From: sshguard at ymail.com (Shahab Sharifzadeh) Date: Sat, 6 Dec 2014 20:23:46 +0000 (UTC) Subject: [rt-users] =?utf-8?q?edit_and_change_footer_in_rt=28=C2=BB=7C?= =?utf-8?q?=C2=AB_RT_4=2E0=2E19_Copyright_1996-2014_Best=29?= Message-ID: <1461654816.6027931.1417897426310.JavaMail.yahoo@jws10641.mail.bf1.yahoo.com> i tried edit footer in rt page in /usr/share/request-tracker4/html/Elements/footerbut no effect my change in file(footer)why? ? -------------- next part -------------- An HTML attachment was scrubbed... URL: From woody at wildthingsafaris.com Sun Dec 7 04:16:12 2014 From: woody at wildthingsafaris.com (Woody - Wild Thing Safaris) Date: Sun, 07 Dec 2014 12:16:12 +0300 Subject: [rt-users] Order of custom field updates In-Reply-To: References: <547FEB07.2060706@wildthingsafaris.com> <5483476C.6070602@wildthingsafaris.com> Message-ID: <54841ADC.3090904@wildthingsafaris.com> Thank you very much Gareth. That solved the problem. To complete this thread for others: Old versions < 3.8.2 need Set($UseTransactionBatch , 1); The batch/normal setting is in the bottom right of the "applies to" tab of the custom field's page. It is changed on adding a field to a queue, so to change mode on an already applied queue, remove the queue, and re add it in batch mode. w. On 06/12/14 22:01, Gareth Dawson wrote: > Set the scrip to run as batch. It'll then run after all the other > transactions have completed. > > Gareth > > On 6 December 2014 18:14:04 GMT+00:00, Woody - Wild Thing Safaris > wrote: > > Hi folks, > > I have a scrip that runs onCustomFieldChange, and it creates another > ticket using data from other custom fields. > > eg > > Payment amount - value > Payment currency - select > Payment destination - select > Payment type - select > > A scrip triggers on change of Payment type, but when the new ticket is > created, amount and currency are defined, but destination is not set so > i get something like > > Incoming Payment of xxxxx GBP - . > > instead of > > Incoming Payment of xxxx GBP - Current account > > I have checked the id number of the custom fields thinking maybe they > update in id order, but Payment Type is the lowest, and Payment > Destination is not the highest. Payment type is the last in the list > that's displayed, so I'm not sure how the order of field updates is decided. > > Can anyone suggest a solution or provide any info on how the order > of > field updates is defined and how i can change it (presumably by changing > field names or deleting and re-adding?) > > thanks > -- ----------------------- Richard Wood (Woody) Managing Director Wild Thing Safaris Ltd. PO BOX 34514 DSM Office: +255 (0) 222 617 166 Office Mobile: +255 (0) 773 503 502 Direct: +255 657 799 468 Skype: woody1tz http://wildthingsafaris.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mirebob at gmail.com Mon Dec 8 05:39:31 2014 From: mirebob at gmail.com (=?UTF-8?B?UsOpbWk=?=) Date: Mon, 8 Dec 2014 11:39:31 +0100 Subject: [rt-users] Copy and Paste Screenshot into Tickets In-Reply-To: <00070F4A.54836A69@mail.closeup.de> References: <00070F4A.54836A69@mail.closeup.de> Message-ID: Hi Andy, I wrote an extension about a year ago to be able to paste an image as an attachment in RT 4.2 feel free to use it and send me feedback if you have any problem https://github.com/valmiRe/rt-extension-pasteimageattachment R?mi 2014-12-06 20:43 GMT+01:00 Andreas Badur : > Hello, > > when I try to paste a screenshot into a ticket (in the editor field), I can > see the picture. > After clicking on Update Button, the picture is gone. In the Webinterface, > the picture is not shown. > > In the mails sended by RT, there I found this: > > > src="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAGYAAAAvCAYAAAARiL/GAAAAA > > XNSR0IArs4c6QAAAARnQU1BAACxjwv8YQUAAAAJcEhZcwAADsMAAA7DAcdvqGQAAANDSURBVHhe7 > > ZtPSBVBHMd/hcF7ryz/l2WkGWYlGSaBQXiQiMhLEF0KCbokdDKCiOpQEEHUKahLl6hbUAejAg2kM > > AkLozxkkv2RzExTyp5QUH2nGdm2fe+Nu+zyI38feOzOvB2ezGd+v5nZXef8/A0J7JirjwIzRAxTR > > AxTRAxTrMX09o/R4PBXmkz+0DWCF5/Gp6iz54Mu+cdqVfbs5SgV5cXp5r0Bevg0+I/+z9RVL6G9j > > RX04vU41awp1LUzx0oMRsGdB2/p2q0+XSOkY2tdCTXvrqJ4LEvXzByrVFaQE6O2rne6JGSis2c4k > > BQgkz9TRAxTRAxTRAxTRAxTRAxTRAxTrJ/H7DvWTsOjSV1Kz5H9NVRfu1SX/mYy+Z12tdzVJXv27 > > KhQO+rtza26Jj1XTjeov/fwuU66dKJe1R042aGOYTM/Po+un9+mS/4ILWIgAJ3o/viRMhsJtj0NQ > > O26Ijp1cBO9GfpCK4qz1REj+vbFRn0F0cjnJDUdbZ+OFoDvr7b2qdtD7sg09ZlI185EF+52YOSDj > > u73dObyE3UeFSzmGEQSpCD9PO8fm46uRCyLzh7arDoNnWeudUox1x6/8EjJg8R02LTDQLnRPqC+h > > 5RUaTlMQhOD0YbR7f6go53cfzykz0iJcIK0hznCi7XluarTDN29H1XUbdlYrGu8sWmHSDUR1NY1q > > I6I8CiJfI5xdzRujxu6e0eoalWeEphp8izMjauR7JSOke6W68am3bepf585rS7N0WfRwGq5jDwOe > UgvJuJMzvcC6c0tHnNSJvy2ixJWYgxIL+gspBxMwl4gIjdUFuiSPX7bRQ0rMYgQ5xxUuizbM6 > > > 0Ak/ackzbSX7oIA37bRU1oy2WTirxAqvIC9VhCm3bOzSgm450NZeo7pCKzfMWKyiylsaJLtVgw+G > > 0XNaHs/Gc7rHf+QjBEDFNEDFNEDFNEDFNEDFNETAgsSATfHlqJwSuy6yvydUnIxMqSRTQ6MaVL/r > > DaYOKeVWVZjtp94/VPITXlyxdSS1O12owHGczWO3+88b84P6He+hdSg39TeTU4oQQlYn+egPrBWo > wQLTL5M0XEMEXEMEXEMEXEMEXEMEXEMEXEMEXEsIToF9rJiZVEKYfKAAAAAElFTkSuQmCC" /> > > But the picture would not be shown in the emails. > > Is there a way to use copy and paste for screenshots? > > I know, that I can save the pic and attach it to the ticket or send the > picture as email to the ticket system, but our users would like to use copy > and paste. > > Thank you for your help. > > Kind regards > Andy > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From tamas.szep at govcert.hu Mon Dec 8 05:55:22 2014 From: tamas.szep at govcert.hu (=?ISO-8859-2?Q?=22Tam=E1s=2C_Sz=E9p=22?=) Date: Mon, 08 Dec 2014 11:55:22 +0100 Subject: [rt-users] Outgoing email text of a closing incident In-Reply-To: <547F10D1.9060500@govcert.hu> References: <547F10D1.9060500@govcert.hu> Message-ID: <5485839A.9030801@govcert.hu> No answers yet so it is still an open question. More precisely: where can I change the default outgoing email message sent by the system to whom the Incident Report came when a whole case (e.g. Report,Incidents and Investigations are all solved) is closed? Is there a file for it (could not find it yet) or is it in the RT database somewhere? Any help would be appreciated. Tamas on 2014.12.03. 14:32 "Tam?s, Sz?p" wrote: > Hello all, > > where can I find and modify the text of the outgoing email when I close > a whole Incident? > > Best regards, > Tamas Szep > GovCERT-Hungary > From renatorodrigo_87 at hotmail.com Mon Dec 8 07:08:26 2014 From: renatorodrigo_87 at hotmail.com (Renato Gentil) Date: Mon, 8 Dec 2014 12:08:26 +0000 Subject: [rt-users] Default Configuration RT In-Reply-To: <1122184673.287053.1417704581203.JavaMail.zimbra@desy.de> References: <1417690687769-59108.post@n7.nabble.com>, <1122184673.287053.1417704581203.JavaMail.zimbra@desy.de> Message-ID: Does anyone know how to get the default config back to the RT system ? Renato Gentil > Date: Thu, 4 Dec 2014 15:49:41 +0100 > From: sven.sternberger at desy.de > To: renatorodrigo_87 at hotmail.com > Subject: Re: [rt-users] Default Configuration RT > > Hi! > > about which configuration you are talking exactly. > > genaerally if you have no data to preserve it is simple > just go to the install directory and > > make dropdb > make initialize-database > and maybe remove all lines in /opt/rt4/etc/RT_SiteConfig.pm you made > > if you have to preserve your data im not sure how to do it, then > you should only edit RT_SiteConfig.pm > > regards > > Sven > > > ----- Urspr?ngliche Mail ----- > > Von: "rgentil" > > An: rt-users at lists.bestpractical.com > > Gesendet: Donnerstag, 4. Dezember 2014 11:58:07 > > Betreff: [rt-users] Default Configuration RT > > > > Hi Guys, > > > > I'd like to know if it is possible to install the default configuration on > > Request -TRacker. The reason I'm asking this is because I made a change on > > the system and a lots of things stopped working and I want to install the > > default config again and restart doing my changes. > > > > Thanks > > > > > > > > -- > > View this message in context: > > http://requesttracker.8502.n7.nabble.com/Default-Configuration-RT-tp59108.html > > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Mon Dec 8 13:07:31 2014 From: jrhett at netconsonance.com (Jo Rhett) Date: Mon, 8 Dec 2014 10:07:31 -0800 Subject: [rt-users] plugins link to module file, not package file In-Reply-To: References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> <0075EA30-5AC2-4FEF-A52F-772C5DAD188E@netconsonance.com> Message-ID: <3648449D-47DB-483D-8F29-C33E495B1021@netconsonance.com> So here?s my perspective. As someone with 25 years of sysadmin experience, who has both used RT for many years (but not in the last three years) and someone who uses CPAN fairly often, when sent to the pm module directly, I did the operations directly in front of me and downloaded the .pm and tried to figure out how to install it. There is nothing in the documentation as it stands today to inform a new or dead-brained returning user that they need to download a package, not the .pm file ?which in CPAN is often the sum total of an extension. Yes, there is a link to the package file on the page ? off on the right, out of the ?actionable? area of the screen, if you spend any time with usability experts. Given that the link is not in the user working area, and there?s no reason given to the user to search for the link, I suspect many others will make the same mistake. I outlined this confusion in detail in my original post, showing how I had misunderstood. I believe that any change which makes it clear to the user that they should download the entire package, not just the .pm file, would significantly improve the user experience. On Dec 3, 2014, at 2:09 AM, Alex Peters wrote: > I think I might be missing something crucial in what you are saying/asking. > > Linking to the main module within a distribution is a very common practice, because that module is likely to have the most relevant documentation for that distribution. > > The distribution is clearly linked to on the page of every module belonging to a particular distribution. > > "Asking the user to edit the URL in their browser window to be able to find the extension to download doesn?t make a lot of sense" is essentially a fallacy, because: > the download link for the extension is available on that very page; and > the home page for the extension itself (which in my opinion is generally far less informational anyway) is available as a link on that very page. > Can you please rephrase why you feel that the links in the directory should be changed? Your assertion that these links are "broken" in their current form is confusing to me. > > On 3 December 2014 at 18:40, Jo Rhett wrote: > As I said below, in the Extensions directory the links are broken. For example, > > Homepage link takes you to: > http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm > > If you?re a bit tired and under-caffeniated, or just plain new to RT, it may not be clear to you that you need to remove a bunch from the URL to find the extension package. In my opinion, it would be much better to link to the package instead of the module file, like so: > http://search.cpan.org/dist/RT-Extension-MandatorySubject/ > > As I just said, asking the user to edit the URL in their browser window to be able to find the extension to download doesn?t make a lot of sense. The links in the directory should be fixed. > > On Dec 2, 2014, at 11:34 PM, Alex Peters wrote: >> Could you please clarify what you're asking here? How to install the plugins? >> >> The plugins can be installed like any other CPAN module. Given a link to a specific .pm file: >> >> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm >> >> you can hit the Download link on the right side of the page to receive a .tar.gz file of the distribution, which can either be fed directly into the cpan or cpanm utilities, or unpacked and installed manually using Makefile.PL and make. >> >> With RT extensions, you may find it useful to set environment variable RTHOME to the root directory of your RT installation before installing the plugin: >> >> $ RTHOME=/opt/rt-4.2.7 cpanm RT-Extension-MandatorySubject-0.05.tar.gz >> >> On 3 December 2014 at 16:19, Jo Rhett wrote: >> Hey, dunno if this got overlooked during the short vacation week. This is a pretty serious issue? asking users to manually hack up the URL in their browser bar is not accessible. >> >> On Nov 26, 2014, at 2:22 PM, Jo Rhett wrote: >>> Hey guys and gals, been a long time. >>> >>> I?m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. I?m liking the changes. Other than some confusion about what order to do things in (see my other message) the one thing I can?t seem to wrap my head around is the new plugin setup. >>> >>> First, yay! I like the idea of what you?ve done with plugins, keeping them local and the simplified syntax in RT_SiteConfig.pm. >>> >>> [in which I wander in the wrong direction? read and giggle] >>> >>> However, I can?t find any plugins other than yours which are built in these new packages you document at https://www.bestpractical.com/docs/rt/4.2/writing_extensions.html >>> >>> What is the fallback method for installing the other style modules? How do I get from a .pm file to an installed module. Can I manually create the directory structures and copy these into place? I see some details there but it doesn?t inspire confidence that everything I need to know is there. A breakout of the directory structure would be really helpful. >>> >>> [forehead slap] >>> >>> I was almost done with this e-mail when I realized the problem. If you go to http://bestpractical.com/rt/extensions.html and you find the extension you are looking for, the link to the Homepage for the extension actually links to the main module, and not to the extension package. Example for one >>> >>> Homepage link takes you to: >>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm >>> >>> If you?re a bit tired and under-caffeniated, or just plain new to RT, it may not be clear to you that you need to remove a bunch from the URL to find the extension package. In my opinion, it would be much better to link to the package instead of the module file, like so: >>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/ >>> >>> I did some random spot checking, and this appears to be true for every module shown there. >>> >>> -- >>> Jo Rhett >>> +1 (415) 999-1798 >>> Skype: jorhett >>> Net Consonance : net philanthropy to improve open source and internet projects. >>> >> >> -- >> Jo Rhett >> +1 (415) 999-1798 >> Skype: jorhett >> Net Consonance : net philanthropy to improve open source and internet projects. >> >> > > -- > Jo Rhett > +1 (415) 999-1798 > Skype: jorhett > Net Consonance : net philanthropy to improve open source and internet projects. > > -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Mon Dec 8 13:09:07 2014 From: jrhett at netconsonance.com (Jo Rhett) Date: Mon, 8 Dec 2014 10:09:07 -0800 Subject: [rt-users] plugins link to module file, not package file In-Reply-To: <547EDE2B.6020104@netcologne.de> References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> <0075EA30-5AC2-4FEF-A52F-772C5DAD188E@netconsonance.com> <547EDE2B.6020104@netcologne.de> Message-ID: <814082E6-2A97-4164-BB88-63775FAFD0AD@netconsonance.com> On Dec 3, 2014, at 1:55 AM, Christian Loos wrote: > Why do you want to download the extension? > You can install them by cpan with > cpan RT::Extension::MandatorySubject Which is said where and how? The point is to improve the documentation such that available paths for installation are clear. Your suggestion for yet another undocumented path is just further argument that the extensions documentation should be improved. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects. From jrhett at netconsonance.com Mon Dec 8 13:12:50 2014 From: jrhett at netconsonance.com (Jo Rhett) Date: Mon, 8 Dec 2014 10:12:50 -0800 Subject: [rt-users] docs improvement suggestion for full-text searching In-Reply-To: <5481D82E.6060703@bestpractical.com> References: <64E8C497-586D-4F79-A9B2-5300734542A1@netconsonance.com> <54773B7F.40604@bestpractical.com> <57C1E712-1C86-413C-B89D-C7637C860C68@netconsonance.com> <547CA38A.9000205@bestpractical.com> <5481D82E.6060703@bestpractical.com> Message-ID: <8DC32126-3E51-4125-954C-F36253E5F2F0@netconsonance.com> Sphinx refuses to run without that parameter. Which given that it wasn?t defined in the file they really should have set the default appropriately and not whined at the user, but this is the version of Sphinx currently in RHEL EPEL so there?s going to be a lot of RHEL/CentOS users running into this problem. On Dec 5, 2014, at 8:07 AM, Alex Vandiver wrote: > On 12/01/2014 04:11 PM, Jo Rhett wrote: >> version 2.0.8-1 rpm package for EL6 > > compat_sphinxql_magics was added in 2.0.1-beta, defaults to 0 in > 2.1.1-beta, and was removed in 2.2.1-beta. I'm hesitant to add > something to the documented configuration which will cause sphinx to > fail on all other versions. Can you explain the failure mode of not > having it more clearly? > > binlog_path was added in 1.10 -- I've added it, with a comment to the > versions it's pertinent to. > - Alex > -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects. From alexmv at bestpractical.com Mon Dec 8 14:24:22 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 08 Dec 2014 14:24:22 -0500 Subject: [rt-users] docs improvement suggestion for full-text searching In-Reply-To: <8DC32126-3E51-4125-954C-F36253E5F2F0@netconsonance.com> References: <64E8C497-586D-4F79-A9B2-5300734542A1@netconsonance.com> <54773B7F.40604@bestpractical.com> <57C1E712-1C86-413C-B89D-C7637C860C68@netconsonance.com> <547CA38A.9000205@bestpractical.com> <5481D82E.6060703@bestpractical.com> <8DC32126-3E51-4125-954C-F36253E5F2F0@netconsonance.com> Message-ID: <5485FAE6.7050306@bestpractical.com> On 12/08/2014 01:12 PM, Jo Rhett wrote: > Sphinx refuses to run without that parameter. Which given that it > wasn?t defined in the file they really should have set the default > appropriately and not whined at the user, but this is the version of > Sphinx currently in RHEL EPEL so there?s going to be a lot of > RHEL/CentOS users running into this problem. I can't replicate the compat_sphinxql_magics problems you report with a stock Sphinx 2.0.8 from EPEL on CentOS 6. With a stock configuration as provided by 4.2-trunk, indexer runs with no errors (see below). If it refuses to run, please show your configuration file, the sphinx version, and the actual error when running without compat_sphinxql_magics. - Alex -bash-4.1# rm /opt/rt4/var/sphinx/* -bash-4.1# indexer --config tmp.conf rt Sphinx 2.0.8-id64-release (r3831) Copyright (c) 2001-2012, Andrew Aksyonoff Copyright (c) 2008-2012, Sphinx Technologies Inc (http://sphinxsearch.com) using config file 'tmp.conf'... indexing index 'rt'... WARNING: Attribute count is 0: switching to none docinfo collected 1 docs, 0.0 MB sorted 0.0 Mhits, 100.0% done total 1 docs, 626 bytes total 0.009 sec, 64073 bytes/sec, 102.35 docs/sec total 2 reads, 0.000 sec, 0.3 kb/call avg, 0.0 msec/call avg total 6 writes, 0.000 sec, 0.3 kb/call avg, 0.0 msec/call avg -bash-4.1# cat tmp.conf source rt { type = mysql sql_host = 127.0.0.1 sql_db = rt4 sql_user = root sql_pass = sql_query_pre = SET NAMES utf8 sql_query = \ SELECT a.id, a.content FROM Attachments a \ JOIN Transactions txn ON a.TransactionId = txn.id AND txn.ObjectType = 'RT::Ticket' \ JOIN Tickets t ON txn.ObjectId = t.id \ WHERE a.ContentType = 'text/plain' AND t.Status != 'deleted' sql_query_info = SELECT * FROM Attachments WHERE id=$id } index rt { source = rt path = /opt/rt4/var/sphinx/index docinfo = extern charset_type = utf-8 } indexer { mem_limit = 32M } searchd { port = 3312 log = /opt/rt4/var/sphinx/searchd.log query_log = /opt/rt4/var/sphinx/query.log read_timeout = 5 max_children = 30 pid_file = /opt/rt4/var/sphinx/searchd.pid max_matches = 1000 seamless_rotate = 1 preopen_indexes = 0 unlink_old = 1 } From alexmv at bestpractical.com Mon Dec 8 16:12:33 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 08 Dec 2014 16:12:33 -0500 Subject: [rt-users] [rt-announce] Assets 1.02 Message-ID: <54861441.1080400@bestpractical.com> We are pleased to announce Assets 1.02. This release improves bulk update, allows for catalog-specific formats for search results, fixes sorting of assets, allows for quicker lookup of single assets, and simplifies the installation steps to agree with other RT extensions. https://download.bestpractical.com/pub/rt/release/RT-Extension-Assets-1.02.tar.gz https://download.bestpractical.com/pub/rt/release/RT-Extension-Assets-1.02.tar.gz.asc SHA1 sums 8fae329b4630b4a520defd08db942c3723e9d203 RT-Extension-Assets-1.02.tar.gz c76c5a105126f0d1ecf36b57a62fd5e8a06cad28 RT-Extension-Assets-1.02.tar.gz.asc Changes from 1.01: * Special-case and support 'NULL' in custom field searches * Include global asset CFs in spreadsheet download * Fix bulk update of asset roles * Improve two-column layout of role bulk update * Support adding multiple space-separated assets to a ticket at once * Rename "Download TSV" to the more correct and generic "Download Spreadsheet" * Ensure that global (applied across all catalogs) custom fields are also shown during asset search * Avoid errors when a singular role group (e.g. Owner) is disabled. * AssetSearchFormat may now be a hashref, for catalog-specific formats * Allow the standard RT extension install ordering of "make initdb" prior to adding to @Plugins * Fix sorting of assets by custom field and role * Jump directly to asset display page if a numeric asset is searched for A complete changelog is available from git by running: git log 1.01..1.02 or visiting https://github.com/bestpractical/rt-extension-assets/compare/1.01...1.02 _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From pashdown at xmission.com Mon Dec 8 17:55:55 2014 From: pashdown at xmission.com (Pete Ashdown) Date: Mon, 08 Dec 2014 15:55:55 -0700 Subject: [rt-users] filter error in RT-Authen-ExternalAuth In-Reply-To: <5482274B.7010407@xmission.com> References: <5482274B.7010407@xmission.com> Message-ID: <54862C7B.1000002@xmission.com> My error was thinking attr_match_list and attr_map were not dependent on each other. The following change works: # name 'attr_match_list' => [ 'Name', ], # Import the following properties of the user from LDAP upon # login 'attr_map' => { 'Name' => 'uid', 'RealName' => 'cn', }, On 12/05/2014 02:44 PM, Pete Ashdown wrote: > I'm using an LDAP filter, that otherwise works, in > RT-Authen-ExternalAuth that is giving me an perl error that I'm having > trouble getting rid of. Here is my configuration (names changed to > protect the innocent): > > Set($ExternalSettings, { > 'My_LDAP' => { > 'type' => 'ldap', > 'server' => 'ldap.myorg.org', > 'user' => 'cn=authentication,ou=widgets,o=myorg', > 'pass' => 'SUPERSEKRET', > 'tls' => 1, > 'base' => 'ou=accounts,o=myorg', > 'filter' => '(objectClass=FooBarBoo)', > 'd_filter' => '(objectClass=Deactivated)', > 'net_ldap_args' => [ version => 3 ], > # Users are allowed to log in via email address or account > # name > 'attr_match_list' => [ > 'uid', > ], > # Import the following properties of the user from LDAP upon > # login > 'attr_map' => { > 'RealName' => 'cn', > }, > }, > } ); > > And here's the error: > > [28018] [Thu Dec 4 22:34:57 2014] [error]: Can't locate object method > "as_string" via package "(objectClass=FooBarBaz)" (perhaps you forgot to > load "(objectClass=FooBarBoo)"?) at > /usr/local/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm > line 469. > > I've tried quoting, escaping, and staring blankly at the code for hours > on end, but filter just doesn't digest. Can any tell me what I'm missing? > > From cloos at netcologne.de Tue Dec 9 02:30:36 2014 From: cloos at netcologne.de (Christian Loos) Date: Tue, 09 Dec 2014 08:30:36 +0100 Subject: [rt-users] plugins link to module file, not package file In-Reply-To: <814082E6-2A97-4164-BB88-63775FAFD0AD@netconsonance.com> References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> <0075EA30-5AC2-4FEF-A52F-772C5DAD188E@netconsonance.com> <547EDE2B.6020104@netcologne.de> <814082E6-2A97-4164-BB88-63775FAFD0AD@netconsonance.com> Message-ID: <5486A51C.5050506@netcologne.de> Am 08.12.2014 um 19:09 schrieb Jo Rhett: > Which is said where and how? > > The point is to improve the documentation such that available paths for installation are clear. Your suggestion for yet another undocumented path is just further argument that the extensions documentation should be improved. I think you missed that RT extension are Perl modules. If they are available on CPAN, you can install them the CPAN way which is documented here: http://www.cpan.org/modules/INSTALL.html Chris From alex at peters.net Tue Dec 9 08:10:19 2014 From: alex at peters.net (Alex Peters) Date: Wed, 10 Dec 2014 00:10:19 +1100 Subject: [rt-users] plugins link to module file, not package file In-Reply-To: <3648449D-47DB-483D-8F29-C33E495B1021@netconsonance.com> References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> <0075EA30-5AC2-4FEF-A52F-772C5DAD188E@netconsonance.com> <3648449D-47DB-483D-8F29-C33E495B1021@netconsonance.com> Message-ID: I feel that there are actually several issues to discuss in this thread: 1. Perl modules vs. Perl module distributions 2. Perl module distribution sources 3. Perl module distribution installation 4. knowledge assumed by the CPAN site 5. knowledge assumed by RT's documentation 6. what documentation should actually change Based on your description of the steps you performed in an attempt to install a Perl module from CPAN, with all due respect, I believe you've been improperly advised on Perl module installation and possibly haven't been made aware of some crucial things about how Perl's modules work. I'll go over some of those things, then with everything in mind, maybe we can agree on what documentation changes are needed where. *Perl modules vs. Perl module distributions* A Perl *module* is (for all intents and purposes of this thread) a single .pm file. A Perl module *distribution* consists of a number of Perl modules (which can be just one), a Makefile (or more commonly, a Makefile generator in Makefile.PL), and instructions for installation of the distribution and hence its modules (usually in README or INSTALL). Distributions exist because often, a single module isn't enough to provide some meaningful form of functionality. Modules are never installed directly. Modules are always made available as a side effect installing module distributions. The distribution (not the module) is the smallest unit involved in the action of installation. Installation of a distribution might result in the installation of only one module, but nonetheless, it's the distribution that's acted upon directly for installation rather than the module. In summary, direct installation of single modules doesn't happen. *Perl module distribution sources* Distributions are typically (but not always) available on the CPAN site (typically capitalised as "CPAN"), and can be downloaded as an *archive*. Other distribution sources include (but are not limited to) GitHub, Bitbucket, CD-ROMs, FTP sites and personal web pages. In summary, distribution files can come from many different places. *Perl module distribution installation* Every distribution includes installation instructions in README or INSTALL, and the most typical experience for installing a Perl module distribution (after obtaining an archive of it) goes like this: $ tar xzf My-Perl-Module-0.01.tar.gz $ cd My-Perl-Module-0.01 $ perl Makefile.PL $ make $ make test $ make install Distributions on CPAN can be installed without first downloading an archive, using the CPAN installation tool (typically capitalised as "cpan"). cpan is actually smart enough to take a module name (rather than a distribution name) on the command line, determine the distribution to which that module belongs, and install that distribution. Since one distribution generally depends on others ("prerequisites") being installed in advance, cpan also manages the installation of prerequisite distributions. This makes the use of a tool like cpan the generally preferred means of installing distributions (and by extension, modules). Other similar tools exist which do the job in a more streamlined fashion. I personally prefer cpanm . In summary, distribution installation tools function on distributions, not modules?although some tools have the ability to infer the right distribution if given a module name. *Knowledge assumed by the CPAN site* Given that a CPAN module page only offers a single Download link, and that link points to an archive of the module's distribution, it's safe to say that the CPAN site assumes that its users already know the distinction between modules and distributions, and expects that the user then refer to the documentation found within the downloaded archive. I suppose the reasoning is that anyone who knows about CPAN already knows about Perl modules, and how to install module distributions. I don't feel that the installation of Perl modules/distributions is within the domain of RT's documentation. However, given RT's use of Perl modules as extensions, and that CPAN would probably be the main source for RT extensions, I feel that perhaps RT's documentation could benefit from at least pointing RT users to the required prerequisite knowledge for using CPAN (i.e. what modules are, what distributions are, and what to do with a distribution archive). The CPAN site explicitly doesn't offer downloading of individual module (.pm) files, because direct installation of single modules doesn't happen. (In my general experience I've found that if something is not making a particular process easy for me, usually my process is invalid and I'm doing something wrong.) *Knowledge assumed by RT's documentation* RT's documentation clearly assumes that the user knows that RT extensions are just Perl modules. That's obvious to anyone who is well-versed in reading/writing Perl code. I don't think it's reasonable to assume that of everyone administering RT. Therefore, I suppose RT's documentation could be enhanced to explicitly state this. RT's documentation doesn't explicitly state how to install Perl module distributions. My view on this is that RT's documentation should document RT. Installation of Perl module distributions is a Perl concern. At most, RT's documentation could link to some reputable Perl source on the matter (as already mentioned above). *What documentation should actually change* Jo, taking the above information into account, how would you personally adjust RT's documentation such that others in future wouldn't experience what you experienced? As far as I can see, the only real amendments that concern RT's documentation would be to explicitly state that RT extensions are just Perl modules, and to link to further reading on how Perl modules work and how Perl module distributions are sourced and installed. What are your thoughts? On 9 December 2014 at 05:07, Jo Rhett wrote: > So here?s my perspective. As someone with 25 years of sysadmin experience, > who has both used RT for many years (but not in the last three years) and > someone who uses CPAN fairly often, when sent to the pm module directly, I > did the operations directly in front of me and downloaded the .pm and tried > to figure out how to install it. > > There is nothing in the documentation as it stands today to inform a new > or dead-brained returning user that they need to download a package, not > the .pm file ?which in CPAN is often the sum total of an extension. Yes, > there is a link to the package file on the page ? off on the right, out of > the ?actionable? area of the screen, if you spend any time with usability > experts. Given that the link is not in the user working area, and there?s > no reason given to the user to search for the link, I suspect many others > will make the same mistake. > > I outlined this confusion in detail in my original post, showing how I had > misunderstood. I believe that any change which makes it clear to the user > that they should download the entire package, not just the .pm file, would > significantly improve the user experience. > > On Dec 3, 2014, at 2:09 AM, Alex Peters wrote: > > I think I might be missing something crucial in what you are saying/asking. > > Linking to the main module within a distribution is a very common > practice, because that module is likely to have the most relevant > documentation for that distribution. > > The distribution is clearly linked to on the page of every module > belonging to a particular distribution. > > "Asking the user to edit the URL in their browser window to be able to > find the extension to download doesn?t make a lot of sense" is essentially > a fallacy, because: > > 1. the download link for the extension is available on that very page; > and > 2. the home page for the extension itself (which in my opinion is > generally far less informational anyway) is available as a link on that > very page. > > Can you please rephrase why you feel that the links in the directory > should be changed? Your assertion that these links are "broken" in their > current form is confusing to me. > > On 3 December 2014 at 18:40, Jo Rhett wrote: > >> As I said below, in the Extensions directory the links are broken. For >> example, >> >> Homepage link takes you to: >>> >>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm >>> >>> If you?re a bit tired and under-caffeniated, or just plain new to RT, it >>> may not be clear to you that you need to remove a bunch from the URL to >>> find the extension package. In my opinion, it would be much better to link >>> to the package instead of the module file, like so: >>> >> http://search.cpan.org/dist/RT-Extension-MandatorySubject/ >>> >> >> As I just said, asking the user to edit the URL in their browser window >> to be able to find the extension to download doesn?t make a lot of sense. >> The links in the directory should be fixed. >> >> On Dec 2, 2014, at 11:34 PM, Alex Peters wrote: >> >> Could you please clarify what you're asking here? How to install the >> plugins? >> >> The plugins can be installed like any other CPAN module. Given a link to >> a specific .pm file: >> >> >> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm >> >> you can hit the Download link on the right side of the page to receive a >> .tar.gz file of the distribution, which can either be fed directly into the >> cpan or cpanm utilities, or unpacked and installed manually using >> Makefile.PL and make. >> >> With RT extensions, you may find it useful to set environment variable >> RTHOME to the root directory of your RT installation before installing the >> plugin: >> >> $ RTHOME=/opt/rt-4.2.7 cpanm RT-Extension-MandatorySubject-0.05.tar.gz >> >> On 3 December 2014 at 16:19, Jo Rhett wrote: >> >>> Hey, dunno if this got overlooked during the short vacation week. This >>> is a pretty serious issue? asking users to manually hack up the URL in >>> their browser bar is not accessible. >>> >>> On Nov 26, 2014, at 2:22 PM, Jo Rhett wrote: >>> >>> Hey guys and gals, been a long time. >>> >>> I?m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. I?m >>> liking the changes. Other than some confusion about what order to do things >>> in (see my other message) the one thing I can?t seem to wrap my head around >>> is the new plugin setup. >>> >>> First, yay! I like the idea of what you?ve done with plugins, keeping >>> them local and the simplified syntax in RT_SiteConfig.pm. >>> >>> [in which I wander in the wrong direction? read and giggle] >>> >>> However, I can?t find any plugins other than yours which are built in >>> these new packages you document at >>> https://www.bestpractical.com/docs/rt/4.2/writing_extensions.html >>> >>> What is the fallback method for installing the other style modules? How >>> do I get from a .pm file to an installed module. Can I manually create the >>> directory structures and copy these into place? I see some details there >>> but it doesn?t inspire confidence that everything I need to know is there. >>> A breakout of the directory structure would be really helpful. >>> >>> [forehead slap] >>> >>> I was almost done with this e-mail when I realized the problem. If you >>> go to http://bestpractical.com/rt/extensions.html and you find the >>> extension you are looking for, the link to the Homepage for the extension >>> actually links to the main module, and not to the extension package. >>> Example for one >>> >>> Homepage link takes you to: >>> >>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm >>> >>> If you?re a bit tired and under-caffeniated, or just plain new to RT, it >>> may not be clear to you that you need to remove a bunch from the URL to >>> find the extension package. In my opinion, it would be much better to link >>> to the package instead of the module file, like so: >>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/ >>> >>> I did some random spot checking, and this appears to be true for every >>> module shown there. >>> >>> -- >>> Jo Rhett >>> +1 (415) 999-1798 >>> Skype: jorhett >>> Net Consonance : net philanthropy to improve open source and >>> internet projects. >>> >>> >>> -- >>> Jo Rhett >>> +1 (415) 999-1798 >>> Skype: jorhett >>> Net Consonance : net philanthropy to improve open source and >>> internet projects. >>> >>> >> >> -- >> Jo Rhett >> +1 (415) 999-1798 >> Skype: jorhett >> Net Consonance : net philanthropy to improve open source and >> internet projects. >> >> > > -- > Jo Rhett > +1 (415) 999-1798 > Skype: jorhett > Net Consonance : net philanthropy to improve open source and > internet projects. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From john.white at cardiocore.com Tue Dec 9 08:34:13 2014 From: john.white at cardiocore.com (john.white) Date: Tue, 9 Dec 2014 06:34:13 -0700 (MST) Subject: [rt-users] Capturing 'Started' Value Message-ID: Hi, This is for RT ver. 3.8.2. I'm trying to capture the "Started" field value in the Dates block and place it in a Custom Field (called Started Date) so that I can output that data in the spread sheet reports to perform metrics (don't see how to output that data to the spreadsheets any other way). I'm trying to grab it when a ticket first comes into our "General" queue and then keep it when I move that ticket into my AppSupport Queue. I have the custom field set up but I can't seem to put the value in it properly, I keep getting some strange, I think hex, numerical value instead. Not sure how to get it to work... Here's what I have so far as a scrip on the General and AppSupport queues: Condition: On Create Action: User Defined Template: Global Template Blank Custom Condition: Custom Action Preparation Code: Return 1; Custom Action Cleanup Code: my $CFName = 'Started Date'; my $DefaultValue = RT::Date->new ( $RT::SystemUser ); $DefaultValue->Set( Format => 'ISO', Value => $self->TicketObj->Started ); unless( $self->TicketObj->FirstCustomFieldValue( $CFName ) eq $DefaultValue ) { my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue( Field => $CFName, Value => $DefaultValue ); } return 1; Any advice or help would be much appreciated! John John White Application Support Lead +1.301.214.7600 main +1.301.214.6362 direct +1.301.214.7601 fax +1.703.615.4986 cellular ________________________________ This email, including any attachments and files transmitted with it, are for the sole use of the intended recipient(s) to whom this email is addressed, and may contain confidential and/or privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please be advised that you have received this email in error, and please contact the sender by reply email and destroy all copies (including all electronic and hard copies) of the original message. Thank you. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Capturing-Started-Value-tp59144.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From renatorodrigo_87 at hotmail.com Tue Dec 9 08:53:49 2014 From: renatorodrigo_87 at hotmail.com (rgentil) Date: Tue, 9 Dec 2014 06:53:49 -0700 (MST) Subject: [rt-users] Default Configuration RT In-Reply-To: <1417690687769-59108.post@n7.nabble.com> References: <1417690687769-59108.post@n7.nabble.com> Message-ID: <1418133229091-59145.post@n7.nabble.com> does anyone know how to reset the default configs ? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Default-Configuration-RT-tp59108p59145.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From kristan.wagner at lifewireless.com Tue Dec 9 09:56:04 2014 From: kristan.wagner at lifewireless.com (Kristan Wagner) Date: Tue, 09 Dec 2014 09:56:04 -0500 Subject: [rt-users] Installation error for RT 4.2.9 - cannot initialize database Message-ID: <54870D84.3030404@lifewireless.com> I am having troubles with the database initialization, for a fresh install of RT 4.2.9. The error message is: DBD::mysql::st execute failed: Access denied for user 'root'@'10.10.10.3' to database 'rt4' at /tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452. make: *** [initialize-database] Error 255 Here's my setup: Separate servers for the web frontend and the database, both running Ubuntu 14.04. The web frontend is running Apache/2.4.7 and has an IP address 10.10.10.3. The database machine is running MySQL 5.5.40 and has the IP address 10.20.20.5. Both of these are fresh installs, and RT is a fresh install, but we plan to migrate our old RT database (3.6.5) when the 4.2.9 is (eventually) running and tested. Right now, I'm just trying to get 4.2.9 going. Here's the context for the error: I've been following the README on the bestpractical website. At step 2, I ran configure with only one flag, --with-db-host=10.20.20.5. At step 4, fixdeps kept claiming that MySQL was missing, so I had to install MySQL on the web frontend as well, just to get it to install. At step 6a, make initialize-database is failing with the following output: root at 10.10.10.3/tmp/rt-4.2.9# make initialize-database /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action init --prompt-for-dba-password In order to create or update your RT database, this script needs to connect to your mysql instance on 10.20.20.5 (port '3306') as root Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: mysql Host: 10.20.20.5 Port: 3306 Name: rt4 User: rtuser DBA: root Now creating a mysql database rt4 for RT. Done. Now populating database schema. Done. Now inserting database ACLs. [23346] [Mon Dec 8 21:27:35 2014] [warning]: DBD::mysql::st execute failed: Access denied for user 'root'@'10.10.10.3' to database 'rt4' at /tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452. (/tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm:452) [23346] [Mon Dec 8 21:27:35 2014] [critical]: DBD::mysql::st execute failed: Access denied for user 'root'@'10.10.10.3' to database 'rt4' at /tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452. (/tmp/rt-4.2.9/sbin/../lib/RT.pm:388) DBD::mysql::st execute failed: Access denied for user 'root'@'10.10.10.3' to database 'rt4' at /tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452. make: *** [initialize-database] Error 255 I've spent a lot of time reading forum questions about mysqld.sock, but please note that there is NO mention of any socket trouble in the error, so I don't think that's it. Plus, it's able to get through the first two steps just fine. Here is some of RT_SiteConfig.pm from the web frontend: Set($DatabaseHost, '10.20.20.5' ); Set($DatabasePort, "3306"); Set($DatabasePassword, q{passwordhere}); Set($DatabaseUser, "rtuser"); Set($DatabaseName, q{rt4}); On the database server, here is some of my.cnf: [mysqld] user = mysql pid-file = /var/run/mysqld/mysqld.pid socket = /var/run/mysqld/mysqld.sock port = 3306 basedir = /usr datadir = /var/lib/mysql tmpdir = /tmp lc-messages-dir = /usr/share/mysql skip-external-locking bind-address = 0.0.0.0 I've already tried this using the option skip-name-resolve, but that did not help. Here are the permissions for the root user, as shown on 10.20.20.5's MySQL instance: +------------------------------------------------------------------------------------------------------------------------+ | Grants for root at 10.10.10.3 +------------------------------------------------------------------------------------------------------------------------+ | GRANT ALL PRIVILEGES ON *.* TO 'root'@'10.10.10.3' IDENTIFIED BY PASSWORD '*hash' | GRANT ALL PRIVILEGES ON `rt4`.* TO 'root'@'10.10.10.3' +------------------------------------------------------------------------------------------------------------------------+ I've even tried creating a general root user for 'root'@'%' but the same error is thrown. Any help is appreciated. Thanks. From alexmv at bestpractical.com Tue Dec 9 11:33:48 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 09 Dec 2014 11:33:48 -0500 Subject: [rt-users] Capturing 'Started' Value In-Reply-To: References: Message-ID: <5487246C.5040706@bestpractical.com> On 12/09/2014 08:34 AM, john.white wrote: > This is for RT ver. 3.8.2. I?m trying to capture the ?Started? field > value in the Dates block and place it in a Custom Field (called Started > Date) so that I can output that data in the spread sheet reports to > perform metrics (don?t see how to output that data to the spreadsheets > any other way). This trivial in RT 4.0 and later -- the column list that is displayed is the set of columns that are exported in the spreadsheet. Additionally, upgrading to a supported release means you won't be running an RT with publicly disclosed remote exploits. - Alex From Gaston at huot.me Tue Dec 9 13:52:47 2014 From: Gaston at huot.me (Gaston Huot) Date: Tue, 9 Dec 2014 13:52:47 -0500 Subject: [rt-users] RT- Gantt chart Possible to increase the length allowed to display the task name ? Message-ID: Is it possible to increase the length allowed to display the task name in the Gantt chart? Gaston Huot 514.823-7202 -------------- next part -------------- An HTML attachment was scrubbed... URL: From yrk at gnu.org Tue Dec 9 16:45:34 2014 From: yrk at gnu.org (Yoni Rabkin) Date: Tue, 09 Dec 2014 16:45:34 -0500 Subject: [rt-users] Show query: multiple tickets via CLI vs. REST Message-ID: <87zjawa45d.fsf@gnu.org> (this is a repeat of a question I sent to the list some 30 weeks ago with no answer, in case anyone is getting a sense of dejavue) Hello, I'm adding RT REST support to my software (currently it uses the CLI as a back-end.) In the CLI I can get basic information about multiple tickets in one call with: rt> show -l ticket/123456,654321,98765 But in the REST interface, I can't do this (and the wiki is silent on the topic of multiple tickets): .../REST/1.0/ticket/123456,654321,98765/show?... I'm guessing that the CLI uses the REST interface, so instead of connecting wireshark to try and find out how it does it, I thought I would ask here in case it's an unsupported REST call. -- "Cut your own wood and it will warm you twice" From alex at peters.net Tue Dec 9 20:12:06 2014 From: alex at peters.net (Alex Peters) Date: Wed, 10 Dec 2014 01:12:06 +0000 Subject: [rt-users] Default Configuration RT References: <1417690687769-59108.post@n7.nabble.com> <1418133229091-59145.post@n7.nabble.com> Message-ID: You could drop the database and set it up again, or also completely uninstall and reinstall RT. -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Wed Dec 10 02:56:46 2014 From: alex at peters.net (Alex Peters) Date: Wed, 10 Dec 2014 18:56:46 +1100 Subject: [rt-users] Installation error for RT 4.2.9 - cannot initialize database In-Reply-To: <54870D84.3030404@lifewireless.com> References: <54870D84.3030404@lifewireless.com> Message-ID: You're doing this: # make initialize-database which is in turn running this: # /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action init --prompt-for-dba-password which is going to connect to the database as the RT "DBA user" (RT_Config setting $DatabaseAdmin), which according to your pasted output: In order to create or update your RT database, this script needs to connect to your mysql instance on 10.20.20.5 (port '3306') as root is "root". Going off your RT_SiteConfig.pm snippet, you actually want to connect to the database as user "rtuser". Therefore, adding this to RT_SiteConfig.pm might solve your issue: Set($DatabaseAdmin, "rtuser"); On 10 December 2014 at 01:56, Kristan Wagner < kristan.wagner at lifewireless.com> wrote: > I am having troubles with the database initialization, for a fresh install > of RT 4.2.9. The error message is: DBD::mysql::st execute failed: Access > denied for user 'root'@'10.10.10.3' to database 'rt4' at > /tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452. make: *** > [initialize-database] Error 255 > > Here's my setup: Separate servers for the web frontend and the database, > both running Ubuntu 14.04. The web frontend is running Apache/2.4.7 and has > an IP address 10.10.10.3. The database machine is running MySQL 5.5.40 and > has the IP address 10.20.20.5. Both of these are fresh installs, and RT is > a fresh install, but we plan to migrate our old RT database (3.6.5) when > the 4.2.9 is (eventually) running and tested. Right now, I'm just trying > to get 4.2.9 going. > > Here's the context for the error: I've been following the README on the > bestpractical website. At step 2, I ran configure with only one flag, > --with-db-host=10.20.20.5. At step 4, fixdeps kept claiming that MySQL was > missing, so I had to install MySQL on the web frontend as well, just to get > it to install. At step 6a, make initialize-database is failing with the > following output: > root at 10.10.10.3/tmp/rt-4.2.9# make initialize-database > /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database > --action init --prompt-for-dba-password > In order to create or update your RT database, this script needs to > connect to your mysql instance on 10.20.20.5 (port '3306') as root > Please specify that user's database password below. If the user has no > database password, just press return. > > Password: > Working with: > Type: mysql > Host: 10.20.20.5 > Port: 3306 > Name: rt4 > User: rtuser > DBA: root > Now creating a mysql database rt4 for RT. > Done. > Now populating database schema. > Done. > Now inserting database ACLs. > [23346] [Mon Dec 8 21:27:35 2014] [warning]: DBD::mysql::st execute > failed: Access denied for user 'root'@'10.10.10.3' to database 'rt4' at > /tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452. > (/tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm:452) > [23346] [Mon Dec 8 21:27:35 2014] [critical]: DBD::mysql::st execute > failed: Access denied for user 'root'@'10.10.10.3' to database 'rt4' at > /tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452. > (/tmp/rt-4.2.9/sbin/../lib/RT.pm:388) > DBD::mysql::st execute failed: Access denied for user 'root'@'10.10.10.3' > to database 'rt4' at /tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452. > make: *** [initialize-database] Error 255 > > I've spent a lot of time reading forum questions about mysqld.sock, but > please note that there is NO mention of any socket trouble in the error, so > I don't think that's it. Plus, it's able to get through the first two steps > just fine. > > Here is some of RT_SiteConfig.pm from the web frontend: > Set($DatabaseHost, '10.20.20.5' ); > Set($DatabasePort, "3306"); > Set($DatabasePassword, q{passwordhere}); > Set($DatabaseUser, "rtuser"); > Set($DatabaseName, q{rt4}); > > On the database server, here is some of my.cnf: > [mysqld] > user = mysql > pid-file = /var/run/mysqld/mysqld.pid > socket = /var/run/mysqld/mysqld.sock > port = 3306 > basedir = /usr > datadir = /var/lib/mysql > tmpdir = /tmp > lc-messages-dir = /usr/share/mysql > skip-external-locking > bind-address = 0.0.0.0 > > I've already tried this using the option skip-name-resolve, but that did > not help. > > Here are the permissions for the root user, as shown on 10.20.20.5's MySQL > instance: > +----------------------------------------------------------- > -------------------------------------------------------------+ > | Grants for root at 10.10.10.3 > +----------------------------------------------------------- > -------------------------------------------------------------+ > | GRANT ALL PRIVILEGES ON *.* TO 'root'@'10.10.10.3' IDENTIFIED BY > PASSWORD '*hash' > | GRANT ALL PRIVILEGES ON `rt4`.* TO 'root'@'10.10.10.3' > +----------------------------------------------------------- > -------------------------------------------------------------+ > > I've even tried creating a general root user for 'root'@'%' but the same > error is thrown. Any help is appreciated. Thanks. > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Wed Dec 10 07:20:30 2014 From: alex at peters.net (Alex Peters) Date: Wed, 10 Dec 2014 23:20:30 +1100 Subject: [rt-users] Default Configuration RT In-Reply-To: References: <1417690687769-59108.post@n7.nabble.com> <1418133229091-59145.post@n7.nabble.com> Message-ID: Hi Renato, What exactly did you try, and what happened? Going into MySQL, dropping the database (or all of its tables) and running the sbin/rt-setup-database script would restore all of your templates and scrips. Specifically, you would probably do this if your MySQL user has the permissions to drop the database: $ cd $ sbin/rt-setup-database --action drop,create,schema,acl,coredata,insert --dba --prompt-for-dba-password You can pass "--help" to the rt-setup-database script for further details. Remove "drop,create," from the above line if you'd like to manually remove all of the tables first (using mysql). Please let us know how you go (using "Reply All"). On 10 December 2014 at 23:02, Renato Gentil wrote: > Hi Alex, > > I tried it but didn't work for me. Basically I'm trying to restore the > default templates and scripts because I have deleted some of them and now > some of our features have been gone with them. > > Can you help me with that ? > > thanks, > > > > Renato Gentil > > > ------------------------------ > From: alex at peters.net > Date: Wed, 10 Dec 2014 01:12:06 +0000 > Subject: Re: [rt-users] Default Configuration RT > To: renatorodrigo_87 at hotmail.com; rt-users at lists.bestpractical.com > > You could drop the database and set it up again, or also completely > uninstall and reinstall RT. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From John.White at cardiocore.com Wed Dec 10 07:06:55 2014 From: John.White at cardiocore.com (John White) Date: Wed, 10 Dec 2014 12:06:55 +0000 Subject: [rt-users] Capturing 'Started' Value In-Reply-To: <5487246C.5040706@bestpractical.com> References: <5487246C.5040706@bestpractical.com> Message-ID: Our company does not want to upgrade, so I need to figure it out in this version. Any thoughts? John John White Application Support Lead +1.301.214.7600 main +1.301.214.6362 direct +1.301.214.7601 fax +1.703.615.4986 cellular -----Original Message----- From: Alex Vandiver [mailto:alexmv at bestpractical.com] Sent: Tuesday, December 09, 2014 11:34 AM To: John White; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Capturing 'Started' Value On 12/09/2014 08:34 AM, john.white wrote: > This is for RT ver. 3.8.2. I'm trying to capture the "Started" field > value in the Dates block and place it in a Custom Field (called > Started > Date) so that I can output that data in the spread sheet reports to > perform metrics (don't see how to output that data to the spreadsheets > any other way). This trivial in RT 4.0 and later -- the column list that is displayed is the set of columns that are exported in the spreadsheet. Additionally, upgrading to a supported release means you won't be running an RT with publicly disclosed remote exploits. - Alex ________________________________ This email, including any attachments and files transmitted with it, are for the sole use of the intended recipient(s) to whom this email is addressed, and may contain confidential and/or privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please be advised that you have received this email in error, and please contact the sender by reply email and destroy all copies (including all electronic and hard copies) of the original message. Thank you. From renatorodrigo_87 at hotmail.com Wed Dec 10 07:36:25 2014 From: renatorodrigo_87 at hotmail.com (Renato Gentil) Date: Wed, 10 Dec 2014 12:36:25 +0000 Subject: [rt-users] Default Configuration RT In-Reply-To: References: <1417690687769-59108.post@n7.nabble.com>, <1418133229091-59145.post@n7.nabble.com>, , , Message-ID: Alex, I'm trying to drop but I'm getting the error attached.I'm using the following command: mysqladmin -u root -p XXXX drop but then I got the error attached and I also tried: mysqladmin -u root -p droppassword: XXXX another error attached. Thanks, Renato Gentil Date: Wed, 10 Dec 2014 23:20:30 +1100 Subject: Re: [rt-users] Default Configuration RT From: alex at peters.net To: renatorodrigo_87 at hotmail.com; rt-users at lists.bestpractical.com Hi Renato, What exactly did you try, and what happened? Going into MySQL, dropping the database (or all of its tables) and running the sbin/rt-setup-database script would restore all of your templates and scrips. Specifically, you would probably do this if your MySQL user has the permissions to drop the database: $ cd $ sbin/rt-setup-database --action drop,create,schema,acl,coredata,insert --dba --prompt-for-dba-password You can pass "--help" to the rt-setup-database script for further details. Remove "drop,create," from the above line if you'd like to manually remove all of the tables first (using mysql). Please let us know how you go (using "Reply All"). On 10 December 2014 at 23:02, Renato Gentil wrote: Hi Alex, I tried it but didn't work for me. Basically I'm trying to restore the default templates and scripts because I have deleted some of them and now some of our features have been gone with them. Can you help me with that ? thanks, Renato Gentil From: alex at peters.net Date: Wed, 10 Dec 2014 01:12:06 +0000 Subject: Re: [rt-users] Default Configuration RT To: renatorodrigo_87 at hotmail.com; rt-users at lists.bestpractical.com You could drop the database and set it up again, or also completely uninstall and reinstall RT. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kristan.wagner at lifewireless.com Wed Dec 10 12:14:48 2014 From: kristan.wagner at lifewireless.com (Kristan Wagner) Date: Wed, 10 Dec 2014 12:14:48 -0500 Subject: [rt-users] Installation error for RT 4.2.9 - cannot initialize database In-Reply-To: References: <54870D84.3030404@lifewireless.com> Message-ID: <54887F88.60509@lifewireless.com> Thanks for the suggestion. I've tried it, but unfortunately, it recreated the same error: root at 10.10.10.3:/tmp/rt-4.2.9# make initialize-database /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action init --prompt-for-dba-password In order to create or update your RT database, this script needs to connect to your mysql instance on 10.20.20.5 (port '3306') as rtuser Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: mysql Host: 10.20.20.5 Port: 3306 Name: rt4 User: rtuser DBA: rtuser Now creating a mysql database rt4 for RT. Done. Now populating database schema. Done. Now inserting database ACLs. [32233] [Wed Dec 10 16:55:31 2014] [warning]: DBD::mysql::st execute failed: Access denied for user 'rtuser'@'%' to database 'rt4' at /tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452. (/tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm:452) [32233] [Wed Dec 10 16:55:31 2014] [critical]: DBD::mysql::st execute failed: Access denied for user 'rtuser'@'%' to database 'rt4' at /tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452. (/tmp/rt-4.2.9/sbin/../lib/RT.pm:388) DBD::mysql::st execute failed: Access denied for user 'rtuser'@'%' to database 'rt4' at /tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452. make: *** [initialize-database] Error 255 I keep wondering why it keeps getting stuck on the step "Now inserting database ACLs." Are those handled differently from the previous steps or creating and populating the database? For reference, here are the permissions for rtuser: +-------------------------------------------------------------------------------------------------------+ | Grants for rtuser@% +-------------------------------------------------------------------------------------------------------+ | GRANT USAGE ON *.* TO 'rtuser'@'%' IDENTIFIED BY PASSWORD '*hash' | GRANT ALL PRIVILEGES ON `rt4`.* TO 'rtuser'@'%' | GRANT ALL PRIVILEGES ON `rt4test`.* TO 'rtuser'@'%' +-------------------------------------------------------------------------------------------------------+ On 12/10/2014 2:56 AM, Alex Peters wrote: > You're doing this: > > # make initialize-database > > which is in turn running this: > > # /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib > sbin/rt-setup-database --action init --prompt-for-dba-password > > which is going to connect to the database as the RT "DBA user" > (RT_Config setting $DatabaseAdmin), which according to your pasted output: > > In order to create or update your RT database, this script needs to > connect to your mysql instance on 10.20.20.5 (port '3306') as root > > is "root". > > Going off your RT_SiteConfig.pm snippet, you actually want to connect > to the database as user "rtuser". Therefore, adding this to > RT_SiteConfig.pm might solve your issue: > > Set($DatabaseAdmin, "rtuser"); > > On 10 December 2014 at 01:56, Kristan Wagner > > wrote: > > I am having troubles with the database initialization, for a fresh > install of RT 4.2.9. The error message is: DBD::mysql::st execute > failed: Access denied for user 'root'@'10.10.10.3' to database > 'rt4' at /tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452. make: > *** [initialize-database] Error 255 > > Here's my setup: Separate servers for the web frontend and the > database, both running Ubuntu 14.04. The web frontend is running > Apache/2.4.7 and has an IP address 10.10.10.3. The database > machine is running MySQL 5.5.40 and has the IP address > 10.20.20.5. Both of these are fresh installs, and RT is a fresh > install, but we plan to migrate our old RT database (3.6.5) when > the 4.2.9 is (eventually) running and tested. Right now, I'm just > trying to get 4.2.9 going. > > Here's the context for the error: I've been following the README > on the bestpractical website. At step 2, I ran configure with only > one flag, --with-db-host=10.20.20.5. At step 4, fixdeps kept > claiming that MySQL was missing, so I had to install MySQL on the > web frontend as well, just to get it to install. At step 6a, make > initialize-database is failing with the following output: > root at 10.10.10.3/tmp/rt-4.2.9# > make initialize-database > /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib > sbin/rt-setup-database --action init --prompt-for-dba-password > In order to create or update your RT database, this script needs > to connect to your mysql instance on 10.20.20.5 (port '3306') as root > Please specify that user's database password below. If the user > has no database password, just press return. > > Password: > Working with: > Type: mysql > Host: 10.20.20.5 > Port: 3306 > Name: rt4 > User: rtuser > DBA: root > Now creating a mysql database rt4 for RT. > Done. > Now populating database schema. > Done. > Now inserting database ACLs. > [23346] [Mon Dec 8 21:27:35 2014] [warning]: DBD::mysql::st > execute failed: Access denied for user 'root'@'10.10.10.3' to > database 'rt4' at /tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452. > (/tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm:452) > [23346] [Mon Dec 8 21:27:35 2014] [critical]: DBD::mysql::st > execute failed: Access denied for user 'root'@'10.10.10.3' to > database 'rt4' at /tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452. > (/tmp/rt-4.2.9/sbin/../lib/RT.pm:388) > DBD::mysql::st execute failed: Access denied for user > 'root'@'10.10.10.3' to database 'rt4' at > /tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452. > make: *** [initialize-database] Error 255 > > I've spent a lot of time reading forum questions about > mysqld.sock, but please note that there is NO mention of any > socket trouble in the error, so I don't think that's it. Plus, > it's able to get through the first two steps just fine. > > Here is some of RT_SiteConfig.pm from the web frontend: > Set($DatabaseHost, '10.20.20.5' ); > Set($DatabasePort, "3306"); > Set($DatabasePassword, q{passwordhere}); > Set($DatabaseUser, "rtuser"); > Set($DatabaseName, q{rt4}); > > On the database server, here is some of my.cnf: > [mysqld] > user = mysql > pid-file = /var/run/mysqld/mysqld.pid > socket = /var/run/mysqld/mysqld.sock > port = 3306 > basedir = /usr > datadir = /var/lib/mysql > tmpdir = /tmp > lc-messages-dir = /usr/share/mysql > skip-external-locking > bind-address = 0.0.0.0 > > I've already tried this using the option skip-name-resolve, but > that did not help. > > Here are the permissions for the root user, as shown on > 10.20.20.5's MySQL instance: > +------------------------------------------------------------------------------------------------------------------------+ > | Grants for root at 10.10.10.3 > +------------------------------------------------------------------------------------------------------------------------+ > | GRANT ALL PRIVILEGES ON *.* TO 'root'@'10.10.10.3' IDENTIFIED BY > PASSWORD '*hash' > | GRANT ALL PRIVILEGES ON `rt4`.* TO 'root'@'10.10.10.3' > +------------------------------------------------------------------------------------------------------------------------+ > > I've even tried creating a general root user for 'root'@'%' but > the same error is thrown. Any help is appreciated. Thanks. > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mirebob at gmail.com Wed Dec 10 12:23:00 2014 From: mirebob at gmail.com (=?UTF-8?B?UsOpbWk=?=) Date: Wed, 10 Dec 2014 18:23:00 +0100 Subject: [rt-users] RT-Extension-AceEditor Message-ID: Hi list, Here is an extension that replace the default scrip edition textarea with the embeded Ace editor (http://ace.c9.io) https://github.com/valmiRe/rt-extension-aceeditor R?mi -------------- next part -------------- An HTML attachment was scrubbed... URL: From matt.wells at mosaic451.com Wed Dec 10 13:09:12 2014 From: matt.wells at mosaic451.com (Matt Wells) Date: Wed, 10 Dec 2014 10:09:12 -0800 Subject: [rt-users] Errors on user logins -- Message-ID: I'm getting what seems to be a common error when users login. "The page you requested could not be found" This is only with non-root users. When the users login it redirects to https://rt.example.com/HASH(0x68193a8) If I remove the 'HASH(0x68193a8)' I get my dashboard. I've cleaned out the mason cache and walked through many of the existing 'how to' but to no avail. I've ensured that CPAN modules are all up to date. CentOS 6.6 RT 4.2.9 ==> /var/log/httpd/error_log <== [30947] [Wed Dec 10 17:22:23 2014] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( ldapserver_LDAP ): joe.bob (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:161) [30947] [Wed Dec 10 17:22:23 2014] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: example, EmailAddress: joe.bob at example.com, Name: joe.bob, RealName: Joe Bob, WorkPhone: 7025551234 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:665) [30947] [Wed Dec 10 17:22:23 2014] [info]: Successful login for joe.bob from 10.10.10.10 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:341) Thanks for any and all assistance. -------------- next part -------------- An HTML attachment was scrubbed... URL: From javoskamp at uwaterloo.ca Wed Dec 10 14:33:21 2014 From: javoskamp at uwaterloo.ca (Jeff Voskamp) Date: Wed, 10 Dec 2014 14:33:21 -0500 Subject: [rt-users] Errors on user logins -- In-Reply-To: References: Message-ID: <5488A001.90009@uwaterloo.ca> On 12/10/2014 01:09 PM, Matt Wells wrote: > I'm getting what seems to be a common error when users login. > > "The page you requested could not be found" > This is only with non-root users. > > When the users login it redirects to > https://rt.example.com/HASH(0x68193a8) > > If I remove the 'HASH(0x68193a8)' I get my dashboard. > I've cleaned out the mason cache and walked through many of the existing > 'how to' but to no avail. > > I've ensured that CPAN modules are all up to date. > > CentOS 6.6 > RT 4.2.9 > > ==> /var/log/httpd/error_log <== > [30947] [Wed Dec 10 17:22:23 2014] [info]: > RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( > ldapserver_LDAP ): joe.bob > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:161) > [30947] [Wed Dec 10 17:22:23 2014] [info]: > RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: > example, EmailAddress: joe.bob at example.com , > Name: joe.bob, RealName: Joe Bob, WorkPhone: 7025551234 > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:665) > [30947] [Wed Dec 10 17:22:23 2014] [info]: Successful login for joe.bob > from 10.10.10.10 > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:341) > > > Thanks for any and all assistance. Which version of RT::Authen::ExternalAuth are you using? Hint 0.25 would be the recommended version. There was a fix for this somewhere between 0.17 and 0.21 if I remember correctly. Jeff From kristan.wagner at lifewireless.com Wed Dec 10 16:40:55 2014 From: kristan.wagner at lifewireless.com (Kristan Wagner) Date: Wed, 10 Dec 2014 16:40:55 -0500 Subject: [rt-users] Installation error for RT 4.2.9 - cannot initialize database In-Reply-To: References: <54870D84.3030404@lifewireless.com> Message-ID: <5488BDE7.3030103@lifewireless.com> Solved this issue. When I created the user 'root'@'10.10.10.3' on the MySQL server, I used this command: GRANT ALL PRIVILEGES ON rt4.* TO 'root'@'10.10.10.3'; This gave the root user privileges to manipulate the database, but **not** to pass on their privileges to others. When I re-granted using this command: GRANT ALL PRIVILEGES ON rt4.* TO 'root'@'10.10.10.3' WITH GRANT OPTION; ...the "Access denied" error vanished. I also had to readjust my RT_SiteConfig.pm back to using root as the db admin. Solved and archived for posterity. Thanks! > > On 10 December 2014 at 01:56, Kristan Wagner > > wrote: > > I am having troubles with the database initialization, for a fresh > install of RT 4.2.9. The error message is: DBD::mysql::st execute > failed: Access denied for user 'root'@'10.10.10.3' to database > 'rt4' at /tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452. make: > *** [initialize-database] Error 255 > > Here's my setup: Separate servers for the web frontend and the > database, both running Ubuntu 14.04. The web frontend is running > Apache/2.4.7 and has an IP address 10.10.10.3. The database > machine is running MySQL 5.5.40 and has the IP address > 10.20.20.5. Both of these are fresh installs, and RT is a fresh > install, but we plan to migrate our old RT database (3.6.5) when > the 4.2.9 is (eventually) running and tested. Right now, I'm just > trying to get 4.2.9 going. > > Here's the context for the error: I've been following the README > on the bestpractical website. At step 2, I ran configure with only > one flag, --with-db-host=10.20.20.5. At step 4, fixdeps kept > claiming that MySQL was missing, so I had to install MySQL on the > web frontend as well, just to get it to install. At step 6a, make > initialize-database is failing with the following output: > root at 10.10.10.3/tmp/rt-4.2.9# > make initialize-database > /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib > sbin/rt-setup-database --action init --prompt-for-dba-password > In order to create or update your RT database, this script needs > to connect to your mysql instance on 10.20.20.5 (port '3306') as root > Please specify that user's database password below. If the user > has no database password, just press return. > > Password: > Working with: > Type: mysql > Host: 10.20.20.5 > Port: 3306 > Name: rt4 > User: rtuser > DBA: root > Now creating a mysql database rt4 for RT. > Done. > Now populating database schema. > Done. > Now inserting database ACLs. > [23346] [Mon Dec 8 21:27:35 2014] [warning]: DBD::mysql::st > execute failed: Access denied for user 'root'@'10.10.10.3' to > database 'rt4' at /tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452. > (/tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm:452) > [23346] [Mon Dec 8 21:27:35 2014] [critical]: DBD::mysql::st > execute failed: Access denied for user 'root'@'10.10.10.3' to > database 'rt4' at /tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452. > (/tmp/rt-4.2.9/sbin/../lib/RT.pm:388) > DBD::mysql::st execute failed: Access denied for user > 'root'@'10.10.10.3' to database 'rt4' at > /tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452. > make: *** [initialize-database] Error 255 > > I've spent a lot of time reading forum questions about > mysqld.sock, but please note that there is NO mention of any > socket trouble in the error, so I don't think that's it. Plus, > it's able to get through the first two steps just fine. > > Here is some of RT_SiteConfig.pm from the web frontend: > Set($DatabaseHost, '10.20.20.5' ); > Set($DatabasePort, "3306"); > Set($DatabasePassword, q{passwordhere}); > Set($DatabaseUser, "rtuser"); > Set($DatabaseName, q{rt4}); > > On the database server, here is some of my.cnf: > [mysqld] > user = mysql > pid-file = /var/run/mysqld/mysqld.pid > socket = /var/run/mysqld/mysqld.sock > port = 3306 > basedir = /usr > datadir = /var/lib/mysql > tmpdir = /tmp > lc-messages-dir = /usr/share/mysql > skip-external-locking > bind-address = 0.0.0.0 > > I've already tried this using the option skip-name-resolve, but > that did not help. > > Here are the permissions for the root user, as shown on > 10.20.20.5's MySQL instance: > +------------------------------------------------------------------------------------------------------------------------+ > | Grants for root at 10.10.10.3 > +------------------------------------------------------------------------------------------------------------------------+ > | GRANT ALL PRIVILEGES ON *.* TO 'root'@'10.10.10.3' IDENTIFIED BY > PASSWORD '*hash' > | GRANT ALL PRIVILEGES ON `rt4`.* TO 'root'@'10.10.10.3' > +------------------------------------------------------------------------------------------------------------------------+ > > I've even tried creating a general root user for 'root'@'%' but > the same error is thrown. Any help is appreciated. Thanks. > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From matt.wells at mosaic451.com Wed Dec 10 17:07:00 2014 From: matt.wells at mosaic451.com (Matt Wells) Date: Wed, 10 Dec 2014 14:07:00 -0800 Subject: [rt-users] Errors on user logins -- In-Reply-To: <5488A001.90009@uwaterloo.ca> References: <5488A001.90009@uwaterloo.ca> Message-ID: Jeff my upgrade to V25 failed before. This time it worked (well after two attempts); thanks for the reply and the assist. Lesson of the day.... read your output. Thanks all! On Wed, Dec 10, 2014 at 11:33 AM, Jeff Voskamp wrote: > > On 12/10/2014 01:09 PM, Matt Wells wrote: > >> I'm getting what seems to be a common error when users login. >> >> "The page you requested could not be found" >> This is only with non-root users. >> >> When the users login it redirects to >> https://rt.example.com/HASH(0x68193a8) >> >> If I remove the 'HASH(0x68193a8)' I get my dashboard. >> I've cleaned out the mason cache and walked through many of the existing >> 'how to' but to no avail. >> >> I've ensured that CPAN modules are all up to date. >> >> CentOS 6.6 >> RT 4.2.9 >> >> ==> /var/log/httpd/error_log <== >> [30947] [Wed Dec 10 17:22:23 2014] [info]: >> RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( >> ldapserver_LDAP ): joe.bob >> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/ >> Authen/ExternalAuth/LDAP.pm:161) >> [30947] [Wed Dec 10 17:22:23 2014] [info]: >> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: >> example, EmailAddress: joe.bob at example.com , >> Name: joe.bob, RealName: Joe Bob, WorkPhone: 7025551234 >> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/ >> Authen/ExternalAuth.pm:665) >> [30947] [Wed Dec 10 17:22:23 2014] [info]: Successful login for joe.bob >> from 10.10.10.10 >> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/ >> Authen/ExternalAuth.pm:341) >> >> >> Thanks for any and all assistance. >> > > Which version of RT::Authen::ExternalAuth are you using? > Hint 0.25 would be the recommended version. There was a fix for this > somewhere between 0.17 and 0.21 if I remember correctly. > > Jeff > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Wed Dec 10 20:49:23 2014 From: jrhett at netconsonance.com (Jo Rhett) Date: Wed, 10 Dec 2014 17:49:23 -0800 Subject: [rt-users] plugins link to module file, not package file In-Reply-To: References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> <0075EA30-5AC2-4FEF-A52F-772C5DAD188E@netconsonance.com> <3648449D-47DB-483D-8F29-C33E495B1021@netconsonance.com> Message-ID: I?ve been using Perl for 20 years now. I grok perl. Good run with the insults and rudeness. Because yeah, that?s a great way to treat someone who?s pointing out a way to improve the usability of something. Treat them like dirt, and talk down to them like they?ve never used Perl before. I?ll stop offering advice on ways to improve the UI. Unintelligible and prone to confusion on the part of people isn?t my problem. I?m not going to be helpful if I get treated like shit when I?m trying to make someone?s profit-making production better and more likely to be used. I forgot why I dropped this list. Thanks for reminding me. On Dec 9, 2014, at 5:10 AM, Alex Peters wrote: > I feel that there are actually several issues to discuss in this thread: > Perl modules vs. Perl module distributions > Perl module distribution sources > Perl module distribution installation > knowledge assumed by the CPAN site > knowledge assumed by RT's documentation > what documentation should actually change > Based on your description of the steps you performed in an attempt to install a Perl module from CPAN, with all due respect, I believe you've been improperly advised on Perl module installation and possibly haven't been made aware of some crucial things about how Perl's modules work. I'll go over some of those things, then with everything in mind, maybe we can agree on what documentation changes are needed where. > > > Perl modules vs. Perl module distributions > > A Perl module is (for all intents and purposes of this thread) a single .pm file. A Perl module distribution consists of a number of Perl modules (which can be just one), a Makefile (or more commonly, a Makefile generator in Makefile.PL), and instructions for installation of the distribution and hence its modules (usually in README or INSTALL). Distributions exist because often, a single module isn't enough to provide some meaningful form of functionality. > > Modules are never installed directly. Modules are always made available as a side effect installing module distributions. The distribution (not the module) is the smallest unit involved in the action of installation. Installation of a distribution might result in the installation of only one module, but nonetheless, it's the distribution that's acted upon directly for installation rather than the module. > > In summary, direct installation of single modules doesn't happen. > > > Perl module distribution sources > > Distributions are typically (but not always) available on the CPAN site (typically capitalised as "CPAN"), and can be downloaded as an archive. Other distribution sources include (but are not limited to) GitHub, Bitbucket, CD-ROMs, FTP sites and personal web pages. > > In summary, distribution files can come from many different places. > > > Perl module distribution installation > > Every distribution includes installation instructions in README or INSTALL, and the most typical experience for installing a Perl module distribution (after obtaining an archive of it) goes like this: > > $ tar xzf My-Perl-Module-0.01.tar.gz > $ cd My-Perl-Module-0.01 > $ perl Makefile.PL > $ make > $ make test > $ make install > > Distributions on CPAN can be installed without first downloading an archive, using the CPAN installation tool (typically capitalised as "cpan"). cpan is actually smart enough to take a module name (rather than a distribution name) on the command line, determine the distribution to which that module belongs, and install that distribution. Since one distribution generally depends on others ("prerequisites") being installed in advance, cpan also manages the installation of prerequisite distributions. This makes the use of a tool like cpan the generally preferred means of installing distributions (and by extension, modules). > > Other similar tools exist which do the job in a more streamlined fashion. I personally prefer cpanm. > > In summary, distribution installation tools function on distributions, not modules?although some tools have the ability to infer the right distribution if given a module name. > > > Knowledge assumed by the CPAN site > > Given that a CPAN module page only offers a single Download link, and that link points to an archive of the module's distribution, it's safe to say that the CPAN site assumes that its users already know the distinction between modules and distributions, and expects that the user then refer to the documentation found within the downloaded archive. I suppose the reasoning is that anyone who knows about CPAN already knows about Perl modules, and how to install module distributions. > > I don't feel that the installation of Perl modules/distributions is within the domain of RT's documentation. However, given RT's use of Perl modules as extensions, and that CPAN would probably be the main source for RT extensions, I feel that perhaps RT's documentation could benefit from at least pointing RT users to the required prerequisite knowledge for using CPAN (i.e. what modules are, what distributions are, and what to do with a distribution archive). > > The CPAN site explicitly doesn't offer downloading of individual module (.pm) files, because direct installation of single modules doesn't happen. (In my general experience I've found that if something is not making a particular process easy for me, usually my process is invalid and I'm doing something wrong.) > > > Knowledge assumed by RT's documentation > > RT's documentation clearly assumes that the user knows that RT extensions are just Perl modules. That's obvious to anyone who is well-versed in reading/writing Perl code. I don't think it's reasonable to assume that of everyone administering RT. Therefore, I suppose RT's documentation could be enhanced to explicitly state this. > > RT's documentation doesn't explicitly state how to install Perl module distributions. My view on this is that RT's documentation should document RT. Installation of Perl module distributions is a Perl concern. At most, RT's documentation could link to some reputable Perl source on the matter (as already mentioned above). > > > What documentation should actually change > > Jo, taking the above information into account, how would you personally adjust RT's documentation such that others in future wouldn't experience what you experienced? > > As far as I can see, the only real amendments that concern RT's documentation would be to explicitly state that RT extensions are just Perl modules, and to link to further reading on how Perl modules work and how Perl module distributions are sourced and installed. What are your thoughts? > > > On 9 December 2014 at 05:07, Jo Rhett wrote: > So here?s my perspective. As someone with 25 years of sysadmin experience, who has both used RT for many years (but not in the last three years) and someone who uses CPAN fairly often, when sent to the pm module directly, I did the operations directly in front of me and downloaded the .pm and tried to figure out how to install it. > > There is nothing in the documentation as it stands today to inform a new or dead-brained returning user that they need to download a package, not the .pm file ?which in CPAN is often the sum total of an extension. Yes, there is a link to the package file on the page ? off on the right, out of the ?actionable? area of the screen, if you spend any time with usability experts. Given that the link is not in the user working area, and there?s no reason given to the user to search for the link, I suspect many others will make the same mistake. > > I outlined this confusion in detail in my original post, showing how I had misunderstood. I believe that any change which makes it clear to the user that they should download the entire package, not just the .pm file, would significantly improve the user experience. > > On Dec 3, 2014, at 2:09 AM, Alex Peters wrote: >> I think I might be missing something crucial in what you are saying/asking. >> >> Linking to the main module within a distribution is a very common practice, because that module is likely to have the most relevant documentation for that distribution. >> >> The distribution is clearly linked to on the page of every module belonging to a particular distribution. >> >> "Asking the user to edit the URL in their browser window to be able to find the extension to download doesn?t make a lot of sense" is essentially a fallacy, because: >> the download link for the extension is available on that very page; and >> the home page for the extension itself (which in my opinion is generally far less informational anyway) is available as a link on that very page. >> Can you please rephrase why you feel that the links in the directory should be changed? Your assertion that these links are "broken" in their current form is confusing to me. >> >> On 3 December 2014 at 18:40, Jo Rhett wrote: >> As I said below, in the Extensions directory the links are broken. For example, >> >> Homepage link takes you to: >> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm >> >> If you?re a bit tired and under-caffeniated, or just plain new to RT, it may not be clear to you that you need to remove a bunch from the URL to find the extension package. In my opinion, it would be much better to link to the package instead of the module file, like so: >> http://search.cpan.org/dist/RT-Extension-MandatorySubject/ >> >> As I just said, asking the user to edit the URL in their browser window to be able to find the extension to download doesn?t make a lot of sense. The links in the directory should be fixed. >> >> On Dec 2, 2014, at 11:34 PM, Alex Peters wrote: >>> Could you please clarify what you're asking here? How to install the plugins? >>> >>> The plugins can be installed like any other CPAN module. Given a link to a specific .pm file: >>> >>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm >>> >>> you can hit the Download link on the right side of the page to receive a .tar.gz file of the distribution, which can either be fed directly into the cpan or cpanm utilities, or unpacked and installed manually using Makefile.PL and make. >>> >>> With RT extensions, you may find it useful to set environment variable RTHOME to the root directory of your RT installation before installing the plugin: >>> >>> $ RTHOME=/opt/rt-4.2.7 cpanm RT-Extension-MandatorySubject-0.05.tar.gz >>> >>> On 3 December 2014 at 16:19, Jo Rhett wrote: >>> Hey, dunno if this got overlooked during the short vacation week. This is a pretty serious issue? asking users to manually hack up the URL in their browser bar is not accessible. >>> >>> On Nov 26, 2014, at 2:22 PM, Jo Rhett wrote: >>>> Hey guys and gals, been a long time. >>>> >>>> I?m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. I?m liking the changes. Other than some confusion about what order to do things in (see my other message) the one thing I can?t seem to wrap my head around is the new plugin setup. >>>> >>>> First, yay! I like the idea of what you?ve done with plugins, keeping them local and the simplified syntax in RT_SiteConfig.pm. >>>> >>>> [in which I wander in the wrong direction? read and giggle] >>>> >>>> However, I can?t find any plugins other than yours which are built in these new packages you document at https://www.bestpractical.com/docs/rt/4.2/writing_extensions.html >>>> >>>> What is the fallback method for installing the other style modules? How do I get from a .pm file to an installed module. Can I manually create the directory structures and copy these into place? I see some details there but it doesn?t inspire confidence that everything I need to know is there. A breakout of the directory structure would be really helpful. >>>> >>>> [forehead slap] >>>> >>>> I was almost done with this e-mail when I realized the problem. If you go to http://bestpractical.com/rt/extensions.html and you find the extension you are looking for, the link to the Homepage for the extension actually links to the main module, and not to the extension package. Example for one >>>> >>>> Homepage link takes you to: >>>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm >>>> >>>> If you?re a bit tired and under-caffeniated, or just plain new to RT, it may not be clear to you that you need to remove a bunch from the URL to find the extension package. In my opinion, it would be much better to link to the package instead of the module file, like so: >>>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/ >>>> >>>> I did some random spot checking, and this appears to be true for every module shown there. >>>> >>>> -- >>>> Jo Rhett >>>> +1 (415) 999-1798 >>>> Skype: jorhett >>>> Net Consonance : net philanthropy to improve open source and internet projects. >>>> >>> >>> -- >>> Jo Rhett >>> +1 (415) 999-1798 >>> Skype: jorhett >>> Net Consonance : net philanthropy to improve open source and internet projects. >>> >>> >> >> -- >> Jo Rhett >> +1 (415) 999-1798 >> Skype: jorhett >> Net Consonance : net philanthropy to improve open source and internet projects. >> >> > > -- > Jo Rhett > +1 (415) 999-1798 > Skype: jorhett > Net Consonance : net philanthropy to improve open source and internet projects. > > -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects. -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrew at etc.gen.nz Wed Dec 10 20:51:48 2014 From: andrew at etc.gen.nz (Andrew Ruthven) Date: Thu, 11 Dec 2014 14:51:48 +1300 Subject: [rt-users] REST API and acting as users Message-ID: <1418262708.24327.8.camel@etc.gen.nz> Hey, I'm looking at integrating RT with the OpenStack Horizon Dashboard for at least ticket creation, ideally listing tickets and showing ticket details for our customers. The RESTful API appears to require logging in with credenials for the RT user. Is it possible to masquerade as another user? Given passwords are stored encrypted, I can't use the users passsword to login. I might be able to cook up a RT::Authen::ExternalAuth plugin to use the existing OpenStack tokens to allow SSO, I haven't look into that yet. Any assistance would be appreciated. -- Andrew Ruthven, Wellington, New Zealand andrew at etc.gen.nz | linux.conf.au 2015 New Zealand's only Cloud: | BeAwesome in Auckland, NZ https://catalyst.net.nz/cloud | http://lca2015.linux.org.au From rick at hiranyaloka.com Thu Dec 11 01:35:42 2014 From: rick at hiranyaloka.com (rick at hiranyaloka.com) Date: Wed, 10 Dec 2014 22:35:42 -0800 Subject: [rt-users] plugins link to module file, not package file In-Reply-To: References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> <0075EA30-5AC2-4FEF-A52F-772C5DAD188E@netconsonance.com> <3648449D-47DB-483D-8F29-C33E495B1021@netconsonance.com> Message-ID: Jo, I honestly think that Alex simply misunderstood you. That's not uncommon in these kind of lists. Better to not attribute to malice what can be explained by miscommunication. Even in the very rare occasion that it _is_ malice, you are better off assuming the best of people. - Rick > I?ve been using Perl for 20 years now. I grok perl. > > Good run with the insults and rudeness. Because yeah, that?s a great way > to treat someone who?s pointing out a way to improve the usability of > something. Treat them like dirt, and talk down to them like they?ve never > used Perl before. > > I?ll stop offering advice on ways to improve the UI. Unintelligible and > prone to confusion on the part of people isn?t my problem. I?m not going > to be helpful if I get treated like shit when I?m trying to make someone?s > profit-making production better and more likely to be used. > > I forgot why I dropped this list. Thanks for reminding me. > > On Dec 9, 2014, at 5:10 AM, Alex Peters wrote: >> I feel that there are actually several issues to discuss in this thread: >> Perl modules vs. Perl module distributions >> Perl module distribution sources >> Perl module distribution installation >> knowledge assumed by the CPAN site >> knowledge assumed by RT's documentation >> what documentation should actually change >> Based on your description of the steps you performed in an attempt to >> install a Perl module from CPAN, with all due respect, I believe you've >> been improperly advised on Perl module installation and possibly haven't >> been made aware of some crucial things about how Perl's modules work. >> I'll go over some of those things, then with everything in mind, maybe >> we can agree on what documentation changes are needed where. >> >> >> Perl modules vs. Perl module distributions >> >> A Perl module is (for all intents and purposes of this thread) a single >> .pm file. A Perl module distribution consists of a number of Perl >> modules (which can be just one), a Makefile (or more commonly, a >> Makefile generator in Makefile.PL), and instructions for installation of >> the distribution and hence its modules (usually in README or INSTALL). >> Distributions exist because often, a single module isn't enough to >> provide some meaningful form of functionality. >> >> Modules are never installed directly. Modules are always made available >> as a side effect installing module distributions. The distribution (not >> the module) is the smallest unit involved in the action of installation. >> Installation of a distribution might result in the installation of only >> one module, but nonetheless, it's the distribution that's acted upon >> directly for installation rather than the module. >> >> In summary, direct installation of single modules doesn't happen. >> >> >> Perl module distribution sources >> >> Distributions are typically (but not always) available on the CPAN site >> (typically capitalised as "CPAN"), and can be downloaded as an archive. >> Other distribution sources include (but are not limited to) GitHub, >> Bitbucket, CD-ROMs, FTP sites and personal web pages. >> >> In summary, distribution files can come from many different places. >> >> >> Perl module distribution installation >> >> Every distribution includes installation instructions in README or >> INSTALL, and the most typical experience for installing a Perl module >> distribution (after obtaining an archive of it) goes like this: >> >> $ tar xzf My-Perl-Module-0.01.tar.gz >> $ cd My-Perl-Module-0.01 >> $ perl Makefile.PL >> $ make >> $ make test >> $ make install >> >> Distributions on CPAN can be installed without first downloading an >> archive, using the CPAN installation tool (typically capitalised as >> "cpan"). cpan is actually smart enough to take a module name (rather >> than a distribution name) on the command line, determine the >> distribution to which that module belongs, and install that >> distribution. Since one distribution generally depends on others >> ("prerequisites") being installed in advance, cpan also manages the >> installation of prerequisite distributions. This makes the use of a >> tool like cpan the generally preferred means of installing distributions >> (and by extension, modules). >> >> Other similar tools exist which do the job in a more streamlined >> fashion. I personally prefer cpanm. >> >> In summary, distribution installation tools function on distributions, >> not modules?although some tools have the ability to infer the right >> distribution if given a module name. >> >> >> Knowledge assumed by the CPAN site >> >> Given that a CPAN module page only offers a single Download link, and >> that link points to an archive of the module's distribution, it's safe >> to say that the CPAN site assumes that its users already know the >> distinction between modules and distributions, and expects that the user >> then refer to the documentation found within the downloaded archive. I >> suppose the reasoning is that anyone who knows about CPAN already knows >> about Perl modules, and how to install module distributions. >> >> I don't feel that the installation of Perl modules/distributions is >> within the domain of RT's documentation. However, given RT's use of >> Perl modules as extensions, and that CPAN would probably be the main >> source for RT extensions, I feel that perhaps RT's documentation could >> benefit from at least pointing RT users to the required prerequisite >> knowledge for using CPAN (i.e. what modules are, what distributions are, >> and what to do with a distribution archive). >> >> The CPAN site explicitly doesn't offer downloading of individual module >> (.pm) files, because direct installation of single modules doesn't >> happen. (In my general experience I've found that if something is not >> making a particular process easy for me, usually my process is invalid >> and I'm doing something wrong.) >> >> >> Knowledge assumed by RT's documentation >> >> RT's documentation clearly assumes that the user knows that RT >> extensions are just Perl modules. That's obvious to anyone who is >> well-versed in reading/writing Perl code. I don't think it's reasonable >> to assume that of everyone administering RT. Therefore, I suppose RT's >> documentation could be enhanced to explicitly state this. >> >> RT's documentation doesn't explicitly state how to install Perl module >> distributions. My view on this is that RT's documentation should >> document RT. Installation of Perl module distributions is a Perl >> concern. At most, RT's documentation could link to some reputable Perl >> source on the matter (as already mentioned above). >> >> >> What documentation should actually change >> >> Jo, taking the above information into account, how would you personally >> adjust RT's documentation such that others in future wouldn't experience >> what you experienced? >> >> As far as I can see, the only real amendments that concern RT's >> documentation would be to explicitly state that RT extensions are just >> Perl modules, and to link to further reading on how Perl modules work >> and how Perl module distributions are sourced and installed. What are >> your thoughts? >> >> >> On 9 December 2014 at 05:07, Jo Rhett wrote: >> So here?s my perspective. As someone with 25 years of sysadmin >> experience, who has both used RT for many years (but not in the last >> three years) and someone who uses CPAN fairly often, when sent to the pm >> module directly, I did the operations directly in front of me and >> downloaded the .pm and tried to figure out how to install it. >> >> There is nothing in the documentation as it stands today to inform a new >> or dead-brained returning user that they need to download a package, not >> the .pm file ?which in CPAN is often the sum total of an extension. Yes, >> there is a link to the package file on the page ? off on the right, out >> of the ?actionable? area of the screen, if you spend any time with >> usability experts. Given that the link is not in the user working area, >> and there?s no reason given to the user to search for the link, I >> suspect many others will make the same mistake. >> >> I outlined this confusion in detail in my original post, showing how I >> had misunderstood. I believe that any change which makes it clear to the >> user that they should download the entire package, not just the .pm >> file, would significantly improve the user experience. >> >> On Dec 3, 2014, at 2:09 AM, Alex Peters wrote: >>> I think I might be missing something crucial in what you are >>> saying/asking. >>> >>> Linking to the main module within a distribution is a very common >>> practice, because that module is likely to have the most relevant >>> documentation for that distribution. >>> >>> The distribution is clearly linked to on the page of every module >>> belonging to a particular distribution. >>> >>> "Asking the user to edit the URL in their browser window to be able to >>> find the extension to download doesn?t make a lot of sense" is >>> essentially a fallacy, because: >>> the download link for the extension is available on that very page; and >>> the home page for the extension itself (which in my opinion is >>> generally far less informational anyway) is available as a link on that >>> very page. >>> Can you please rephrase why you feel that the links in the directory >>> should be changed? Your assertion that these links are "broken" in >>> their current form is confusing to me. >>> >>> On 3 December 2014 at 18:40, Jo Rhett wrote: >>> As I said below, in the Extensions directory the links are broken. For >>> example, >>> >>> Homepage link takes you to: >>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm >>> >>> If you?re a bit tired and under-caffeniated, or just plain new to RT, >>> it may not be clear to you that you need to remove a bunch from the URL >>> to find the extension package. In my opinion, it would be much better >>> to link to the package instead of the module file, like so: >>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/ >>> >>> As I just said, asking the user to edit the URL in their browser window >>> to be able to find the extension to download doesn?t make a lot of >>> sense. The links in the directory should be fixed. >>> >>> On Dec 2, 2014, at 11:34 PM, Alex Peters wrote: >>>> Could you please clarify what you're asking here? How to install the >>>> plugins? >>>> >>>> The plugins can be installed like any other CPAN module. Given a link >>>> to a specific .pm file: >>>> >>>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm >>>> >>>> you can hit the Download link on the right side of the page to receive >>>> a .tar.gz file of the distribution, which can either be fed directly >>>> into the cpan or cpanm utilities, or unpacked and installed manually >>>> using Makefile.PL and make. >>>> >>>> With RT extensions, you may find it useful to set environment variable >>>> RTHOME to the root directory of your RT installation before installing >>>> the plugin: >>>> >>>> $ RTHOME=/opt/rt-4.2.7 cpanm RT-Extension-MandatorySubject-0.05.tar.gz >>>> >>>> On 3 December 2014 at 16:19, Jo Rhett >>>> wrote: >>>> Hey, dunno if this got overlooked during the short vacation week. This >>>> is a pretty serious issue asking users to manually hack up the URL >>>> in their browser bar is not accessible. >>>> >>>> On Nov 26, 2014, at 2:22 PM, Jo Rhett >>>> wrote: >>>>> Hey guys and gals, been a long time. >>>>> >>>>> I?m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. >>>>> I?m liking the changes. Other than some confusion about what order to >>>>> do things in (see my other message) the one thing I can?t seem to >>>>> wrap my head around is the new plugin setup. >>>>> >>>>> First, yay! I like the idea of what you?ve done with plugins, keeping >>>>> them local and the simplified syntax in RT_SiteConfig.pm. >>>>> >>>>> [in which I wander in the wrong direction read and giggle] >>>>> >>>>> However, I can?t find any plugins other than yours which are built in >>>>> these new packages you document at >>>>> https://www.bestpractical.com/docs/rt/4.2/writing_extensions.html >>>>> >>>>> What is the fallback method for installing the other style modules? >>>>> How do I get from a .pm file to an installed module. Can I manually >>>>> create the directory structures and copy these into place? I see some >>>>> details there but it doesn?t inspire confidence that everything I >>>>> need to know is there. A breakout of the directory structure would be >>>>> really helpful. >>>>> >>>>> [forehead slap] >>>>> >>>>> I was almost done with this e-mail when I realized the problem. If >>>>> you go to http://bestpractical.com/rt/extensions.html and you find >>>>> the extension you are looking for, the link to the Homepage for the >>>>> extension actually links to the main module, and not to the extension >>>>> package. Example for one >>>>> >>>>> Homepage link takes you to: >>>>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm >>>>> >>>>> If you?re a bit tired and under-caffeniated, or just plain new to RT, >>>>> it may not be clear to you that you need to remove a bunch from the >>>>> URL to find the extension package. In my opinion, it would be much >>>>> better to link to the package instead of the module file, like so: >>>>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/ >>>>> >>>>> I did some random spot checking, and this appears to be true for >>>>> every module shown there. >>>>> >>>>> -- >>>>> Jo Rhett >>>>> +1 (415) 999-1798 >>>>> Skype: jorhett >>>>> Net Consonance : net philanthropy to improve open source and internet >>>>> projects. >>>>> >>>> >>>> -- >>>> Jo Rhett >>>> +1 (415) 999-1798 >>>> Skype: jorhett >>>> Net Consonance : net philanthropy to improve open source and internet >>>> projects. >>>> >>>> >>> >>> -- >>> Jo Rhett >>> +1 (415) 999-1798 >>> Skype: jorhett >>> Net Consonance : net philanthropy to improve open source and internet >>> projects. >>> >>> >> >> -- >> Jo Rhett >> +1 (415) 999-1798 >> Skype: jorhett >> Net Consonance : net philanthropy to improve open source and internet >> projects. >> >> > > -- > Jo Rhett > +1 (415) 999-1798 > Skype: jorhett > Net Consonance : net philanthropy to improve open source and internet > projects. > > From torsten.brumm at Kuehne-Nagel.com Thu Dec 11 02:12:23 2014 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham GI-ID) Date: Thu, 11 Dec 2014 07:12:23 +0000 Subject: [rt-users] RT-Extension-AceEditor In-Reply-To: References: Message-ID: <524815224EA2F649982D6A7BCD53BDFE22064EDE@DCEEXMBX04.ger.win.int.kn> Hi Remi, nice work, love this, but the Custom Action Prep Code and Custom Condition are changed in the display order?!? [cid:image001.png at 01D01519.BE459020] Torsten Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von R?mi Gesendet: Mittwoch, 10. Dezember 2014 18:23 An: rt Users Betreff: [rt-users] RT-Extension-AceEditor Hi list, Here is an extension that replace the default scrip edition textarea with the embeded Ace editor (http://ace.c9.io) https://github.com/valmiRe/rt-extension-aceeditor R?mi 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: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 52728 bytes Desc: image001.png URL: From alex at peters.net Thu Dec 11 02:59:13 2014 From: alex at peters.net (Alex Peters) Date: Thu, 11 Dec 2014 07:59:13 +0000 Subject: [rt-users] plugins link to module file, not package file References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> <0075EA30-5AC2-4FEF-A52F-772C5DAD188E@netconsonance.com> <3648449D-47DB-483D-8F29-C33E495B1021@netconsonance.com> Message-ID: No problem. Sorry to see you go. On Thu, 11 Dec 2014 12:49 pm Jo Rhett wrote: > I?ve been using Perl for 20 years now. I grok perl. > > Good run with the insults and rudeness. Because yeah, that?s a great way > to treat someone who?s pointing out a way to improve the usability of > something. Treat them like dirt, and talk down to them like they?ve never > used Perl before. > > I?ll stop offering advice on ways to improve the UI. Unintelligible and > prone to confusion on the part of people isn?t my problem. I?m not going to > be helpful if I get treated like shit when I?m trying to make someone?s > profit-making production better and more likely to be used. > > I forgot why I dropped this list. Thanks for reminding me. > > On Dec 9, 2014, at 5:10 AM, Alex Peters wrote: > > I feel that there are actually several issues to discuss in this thread: > > 1. Perl modules vs. Perl module distributions > 2. Perl module distribution sources > 3. Perl module distribution installation > 4. knowledge assumed by the CPAN site > 5. knowledge assumed by RT's documentation > 6. what documentation should actually change > > Based on your description of the steps you performed in an attempt to > install a Perl module from CPAN, with all due respect, I believe you've > been improperly advised on Perl module installation and possibly haven't > been made aware of some crucial things about how Perl's modules work. I'll > go over some of those things, then with everything in mind, maybe we can > agree on what documentation changes are needed where. > > > *Perl modules vs. Perl module distributions* > > A Perl *module* is (for all intents and purposes of this thread) a single > .pm file. A Perl module *distribution* consists of a number of Perl > modules (which can be just one), a Makefile (or more commonly, a Makefile > generator in Makefile.PL), and instructions for installation of the > distribution and hence its modules (usually in README or INSTALL). > Distributions exist because often, a single module isn't enough to provide > some meaningful form of functionality. > > Modules are never installed directly. Modules are always made available > as a side effect installing module distributions. The distribution (not > the module) is the smallest unit involved in the action of installation. > Installation of a distribution might result in the installation of only one > module, but nonetheless, it's the distribution that's acted upon directly > for installation rather than the module. > > In summary, direct installation of single modules doesn't happen. > > > *Perl module distribution sources* > > Distributions are typically (but not always) available on the CPAN site > (typically capitalised as "CPAN"), and can be downloaded as an *archive*. > Other distribution sources include (but are not limited to) GitHub, > Bitbucket, CD-ROMs, FTP sites and personal web pages. > > In summary, distribution files can come from many different places. > > > *Perl module distribution installation* > > Every distribution includes installation instructions in README or > INSTALL, and the most typical experience for installing a Perl module > distribution (after obtaining an archive of it) goes like this: > > $ tar xzf My-Perl-Module-0.01.tar.gz > $ cd My-Perl-Module-0.01 > $ perl Makefile.PL > $ make > $ make test > $ make install > > Distributions on CPAN can be installed without first downloading an > archive, using the CPAN installation tool (typically capitalised as > "cpan"). cpan is actually smart enough to take a module name (rather than > a distribution name) on the command line, determine the distribution to > which that module belongs, and install that distribution. Since one > distribution generally depends on others ("prerequisites") being installed > in advance, cpan also manages the installation of prerequisite > distributions. This makes the use of a tool like cpan the generally > preferred means of installing distributions (and by extension, modules). > > Other similar tools exist which do the job in a more streamlined fashion. > I personally prefer cpanm > . > > In summary, distribution installation tools function on distributions, not > modules?although some tools have the ability to infer the right > distribution if given a module name. > > > *Knowledge assumed by the CPAN site* > > Given that a CPAN module page > > only offers a single Download link, and that link points to an archive of > the module's distribution, it's safe to say that the CPAN site assumes that > its users already know the distinction between modules and distributions, > and expects that the user then refer to the documentation found within the > downloaded archive. I suppose the reasoning is that anyone who knows about > CPAN already knows about Perl modules, and how to install module > distributions. > > I don't feel that the installation of Perl modules/distributions is within > the domain of RT's documentation. However, given RT's use of Perl modules > as extensions, and that CPAN would probably be the main source for RT > extensions, I feel that perhaps RT's documentation could benefit from at > least pointing RT users to the required prerequisite knowledge for using > CPAN (i.e. what modules are, what distributions are, and what to do with a > distribution archive). > > The CPAN site explicitly doesn't offer downloading of individual module > (.pm) files, because direct installation of single modules doesn't happen. > (In my general experience I've found that if something is not making a > particular process easy for me, usually my process is invalid and I'm doing > something wrong.) > > > *Knowledge assumed by RT's documentation* > > RT's documentation clearly assumes that the user knows that RT extensions > are just Perl modules. That's obvious to anyone who is well-versed in > reading/writing Perl code. I don't think it's reasonable to assume that of > everyone administering RT. Therefore, I suppose RT's documentation could > be enhanced to explicitly state this. > > RT's documentation doesn't explicitly state how to install Perl module > distributions. My view on this is that RT's documentation should document > RT. Installation of Perl module distributions is a Perl concern. At most, > RT's documentation could link to some reputable Perl source on the matter > (as already mentioned above). > > > *What documentation should actually change* > > Jo, taking the above information into account, how would you personally > adjust RT's documentation such that others in future wouldn't experience > what you experienced? > > As far as I can see, the only real amendments that concern RT's > documentation would be to explicitly state that RT extensions are just Perl > modules, and to link to further reading on how Perl modules work and how > Perl module distributions are sourced and installed. What are your > thoughts? > > > On 9 December 2014 at 05:07, Jo Rhett wrote: > >> So here?s my perspective. As someone with 25 years of sysadmin >> experience, who has both used RT for many years (but not in the last three >> years) and someone who uses CPAN fairly often, when sent to the pm module >> directly, I did the operations directly in front of me and downloaded the >> .pm and tried to figure out how to install it. >> >> There is nothing in the documentation as it stands today to inform a new >> or dead-brained returning user that they need to download a package, not >> the .pm file ?which in CPAN is often the sum total of an extension. Yes, >> there is a link to the package file on the page ? off on the right, out of >> the ?actionable? area of the screen, if you spend any time with usability >> experts. Given that the link is not in the user working area, and there?s >> no reason given to the user to search for the link, I suspect many others >> will make the same mistake. >> >> I outlined this confusion in detail in my original post, showing how I >> had misunderstood. I believe that any change which makes it clear to the >> user that they should download the entire package, not just the .pm file, >> would significantly improve the user experience. >> >> On Dec 3, 2014, at 2:09 AM, Alex Peters wrote: >> >> I think I might be missing something crucial in what you are >> saying/asking. >> >> Linking to the main module within a distribution is a very common >> practice, because that module is likely to have the most relevant >> documentation for that distribution. >> >> The distribution is clearly linked to on the page of every module >> belonging to a particular distribution. >> >> "Asking the user to edit the URL in their browser window to be able to >> find the extension to download doesn?t make a lot of sense" is essentially >> a fallacy, because: >> >> 1. the download link for the extension is available on that very >> page; and >> 2. the home page for the extension itself (which in my opinion is >> generally far less informational anyway) is available as a link on that >> very page. >> >> Can you please rephrase why you feel that the links in the directory >> should be changed? Your assertion that these links are "broken" in their >> current form is confusing to me. >> >> On 3 December 2014 at 18:40, Jo Rhett wrote: >> >>> As I said below, in the Extensions directory the links are broken. For >>> example, >>> >>> Homepage link takes you to: >>>> >>>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm >>>> >>>> If you?re a bit tired and under-caffeniated, or just plain new to RT, >>>> it may not be clear to you that you need to remove a bunch from the URL to >>>> find the extension package. In my opinion, it would be much better to link >>>> to the package instead of the module file, like so: >>>> >>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/ >>>> >>> >>> As I just said, asking the user to edit the URL in their browser window >>> to be able to find the extension to download doesn?t make a lot of sense. >>> The links in the directory should be fixed. >>> >>> On Dec 2, 2014, at 11:34 PM, Alex Peters wrote: >>> >>> Could you please clarify what you're asking here? How to install the >>> plugins? >>> >>> The plugins can be installed like any other CPAN module. Given a link >>> to a specific .pm file: >>> >>> >>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm >>> >>> you can hit the Download link on the right side of the page to receive a >>> .tar.gz file of the distribution, which can either be fed directly into the >>> cpan or cpanm utilities, or unpacked and installed manually using >>> Makefile.PL and make. >>> >>> With RT extensions, you may find it useful to set environment variable >>> RTHOME to the root directory of your RT installation before installing the >>> plugin: >>> >>> $ RTHOME=/opt/rt-4.2.7 cpanm RT-Extension-MandatorySubject-0.05.tar.gz >>> >>> On 3 December 2014 at 16:19, Jo Rhett wrote: >>> >>>> Hey, dunno if this got overlooked during the short vacation week. This >>>> is a pretty serious issue? asking users to manually hack up the URL in >>>> their browser bar is not accessible. >>>> >>>> On Nov 26, 2014, at 2:22 PM, Jo Rhett wrote: >>>> >>>> Hey guys and gals, been a long time. >>>> >>>> I?m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. I?m >>>> liking the changes. Other than some confusion about what order to do things >>>> in (see my other message) the one thing I can?t seem to wrap my head around >>>> is the new plugin setup. >>>> >>>> First, yay! I like the idea of what you?ve done with plugins, keeping >>>> them local and the simplified syntax in RT_SiteConfig.pm. >>>> >>>> [in which I wander in the wrong direction? read and giggle] >>>> >>>> However, I can?t find any plugins other than yours which are built in >>>> these new packages you document at >>>> https://www.bestpractical.com/docs/rt/4.2/writing_extensions.html >>>> >>>> What is the fallback method for installing the other style modules? How >>>> do I get from a .pm file to an installed module. Can I manually create the >>>> directory structures and copy these into place? I see some details there >>>> but it doesn?t inspire confidence that everything I need to know is there. >>>> A breakout of the directory structure would be really helpful. >>>> >>>> [forehead slap] >>>> >>>> I was almost done with this e-mail when I realized the problem. If you >>>> go to http://bestpractical.com/rt/extensions.html and you find the >>>> extension you are looking for, the link to the Homepage for the extension >>>> actually links to the main module, and not to the extension package. >>>> Example for one >>>> >>>> Homepage link takes you to: >>>> >>>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm >>>> >>>> If you?re a bit tired and under-caffeniated, or just plain new to RT, >>>> it may not be clear to you that you need to remove a bunch from the URL to >>>> find the extension package. In my opinion, it would be much better to link >>>> to the package instead of the module file, like so: >>>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/ >>>> >>>> I did some random spot checking, and this appears to be true for every >>>> module shown there. >>>> >>>> -- >>>> Jo Rhett >>>> +1 (415) 999-1798 >>>> Skype: jorhett >>>> Net Consonance : net philanthropy to improve open source and >>>> internet projects. >>>> >>>> >>>> -- >>>> Jo Rhett >>>> +1 (415) 999-1798 >>>> Skype: jorhett >>>> Net Consonance : net philanthropy to improve open source and >>>> internet projects. >>>> >>>> >>> >>> -- >>> Jo Rhett >>> +1 (415) 999-1798 >>> Skype: jorhett >>> Net Consonance : net philanthropy to improve open source and >>> internet projects. >>> >>> >> >> -- >> Jo Rhett >> +1 (415) 999-1798 >> Skype: jorhett >> Net Consonance : net philanthropy to improve open source and >> internet projects. >> >> > > -- > Jo Rhett > +1 (415) 999-1798 > Skype: jorhett > Net Consonance : net philanthropy to improve open source and > internet projects. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mirebob at gmail.com Thu Dec 11 05:19:40 2014 From: mirebob at gmail.com (=?UTF-8?B?UsOpbWk=?=) Date: Thu, 11 Dec 2014 11:19:40 +0100 Subject: [rt-users] RT-Extension-AceEditor In-Reply-To: <524815224EA2F649982D6A7BCD53BDFE22064EDE@DCEEXMBX04.ger.win.int.kn> References: <524815224EA2F649982D6A7BCD53BDFE22064EDE@DCEEXMBX04.ger.win.int.kn> Message-ID: Hi Torsten, You're right, thanks for the feedback, I made a correction for the display order. R?mi 2014-12-11 8:12 GMT+01:00 Brumm, Torsten / Kuehne + Nagel / Ham GI-ID < torsten.brumm at kuehne-nagel.com>: > Hi Remi, > > nice work, love this, but the Custom Action Prep Code and Custom Condition > are changed in the display order?!? > > > > > > Torsten > > > > *Von:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *Im > Auftrag von *R?mi > *Gesendet:* Mittwoch, 10. Dezember 2014 18:23 > *An:* rt Users > *Betreff:* [rt-users] RT-Extension-AceEditor > > > > Hi list, > > Here is an extension that replace the default scrip edition textarea with > the embeded Ace editor (http://ace.c9.io) > > > https://github.com/valmiRe/rt-extension-aceeditor > > R?mi > > > 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: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 52728 bytes Desc: not available URL: From alex at peters.net Thu Dec 11 05:50:10 2014 From: alex at peters.net (Alex Peters) Date: Thu, 11 Dec 2014 21:50:10 +1100 Subject: [rt-users] plugins link to module file, not package file In-Reply-To: References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> <0075EA30-5AC2-4FEF-A52F-772C5DAD188E@netconsonance.com> <3648449D-47DB-483D-8F29-C33E495B1021@netconsonance.com> Message-ID: I don't think there's anything to misunderstand here any more. The gist of what Jo conveyed is basically this (and it's all verifiably conveyed in earlier messages): "I have 20 years of experience with Perl and use CPAN fairly often, yet when I'm presented with a CPAN link to the main module of a distribution, a common practice pretty much everywhere, I complain that the links are bad, ignore the provided Download link because it's on the right side of the page, manually adjust URLs, manually fetch .pm files, complain about the usability of this process (which no one else performs), understandably fail to install the module, admit that I don't know how to install Perl modules, and somehow attribute this to a fault with RT's documentation, all while failing to visibly consider that hundreds of people before me have used this RT Extensions page in its current form without a problem, and that thousands of people use CPAN in its current form without a problem." Despite this, I invested quite a bit of time in clarifying the whole modules-vs.-distributions deal, and that the installation of modules has nothing to do with downloading individual .pm files. I intended no offence or malice, even though I wanted to just come out and say, "this method of yours for attempting to install a module is completely ill-informed." I feel that I was entirely cordial and tactful in my earlier responses; if anyone else disagrees, I'd definitely appreciate some offline coaching as to how I could have prevented coming across as rude or insulting in this instance. I won't bother to exercise tact here: the crux of the matter is that Jo didn't/doesn't know how to properly install a module distribution from CPAN (a fact verified by him asking the questions "How do I get from a .pm file to an installed module? Can I manually create the directory structures and copy these into place?"), and when he was politely alerted to that, he launched into a sarcastic, snide, ingracious attack on me, seemed to ignore any advice from multiple people on how to properly install CPAN modules, and ignored all my other questions geared towards actually improving RT's documentation for everyone's benefit. He then topped all of that off by complaining about being "treated like shit." While I accept that my responses were clearly not to Jo's taste, I expect that my explanation of modules vs. module distributions will at least help others either now or in the future (even though I'm sure I didn't write anything not already available in Perl's own documentation). Anyway, to keep things on topic, my summarised view on this thread's actual subject matter is as follows: - RT's documentation currently doesn't mention that RT extensions are in fact Perl modules/distributions. It should. - RT's documentation currently doesn't state that the majority (but not all) of RT extensions can be found on CPAN. It probably should, with a link to CPAN search results within the appropriate namespace/s (RT::Extension, RTx, ...?). - RT's documentation currently doesn't state where non-CPAN-sourced RT extensions can be found. It probably could, but that probably wouldn't be very useful. - RT's documentation currently doesn't detail how to install modules from CPAN. It shouldn't. Installation of CPAN module distributions is a Perl concern, not an RT concern. I would consider a link to Perl documentation describing the process to be the most documentation required at RT's level on this. - RT's documentation currently doesn't detail how to install modules from non-CPAN sources. It shouldn't. Installation of non-CPAN-sourced module distributions is a Perl concern, not an RT concern. I don't suppose anyone is interested in patching the docs to that effect, or suggesting other edits related to this issue? On 11 December 2014 at 17:35, wrote: > Jo, I honestly think that Alex simply misunderstood you. That's not > uncommon in these kind of lists. Better to not attribute to malice what > can be explained by miscommunication. Even in the very rare occasion that > it _is_ malice, you are better off assuming the best of people. > > - Rick > > > I?ve been using Perl for 20 years now. I grok perl. > > > > Good run with the insults and rudeness. Because yeah, that?s a great way > > to treat someone who?s pointing out a way to improve the usability of > > something. Treat them like dirt, and talk down to them like they?ve never > > used Perl before. > > > > I?ll stop offering advice on ways to improve the UI. Unintelligible and > > prone to confusion on the part of people isn?t my problem. I?m not going > > to be helpful if I get treated like shit when I?m trying to make > someone?s > > profit-making production better and more likely to be used. > > > > I forgot why I dropped this list. Thanks for reminding me. > > > > On Dec 9, 2014, at 5:10 AM, Alex Peters wrote: > >> I feel that there are actually several issues to discuss in this thread: > >> Perl modules vs. Perl module distributions > >> Perl module distribution sources > >> Perl module distribution installation > >> knowledge assumed by the CPAN site > >> knowledge assumed by RT's documentation > >> what documentation should actually change > >> Based on your description of the steps you performed in an attempt to > >> install a Perl module from CPAN, with all due respect, I believe you've > >> been improperly advised on Perl module installation and possibly haven't > >> been made aware of some crucial things about how Perl's modules work. > >> I'll go over some of those things, then with everything in mind, maybe > >> we can agree on what documentation changes are needed where. > >> > >> > >> Perl modules vs. Perl module distributions > >> > >> A Perl module is (for all intents and purposes of this thread) a single > >> .pm file. A Perl module distribution consists of a number of Perl > >> modules (which can be just one), a Makefile (or more commonly, a > >> Makefile generator in Makefile.PL), and instructions for installation of > >> the distribution and hence its modules (usually in README or INSTALL). > >> Distributions exist because often, a single module isn't enough to > >> provide some meaningful form of functionality. > >> > >> Modules are never installed directly. Modules are always made available > >> as a side effect installing module distributions. The distribution (not > >> the module) is the smallest unit involved in the action of installation. > >> Installation of a distribution might result in the installation of only > >> one module, but nonetheless, it's the distribution that's acted upon > >> directly for installation rather than the module. > >> > >> In summary, direct installation of single modules doesn't happen. > >> > >> > >> Perl module distribution sources > >> > >> Distributions are typically (but not always) available on the CPAN site > >> (typically capitalised as "CPAN"), and can be downloaded as an archive. > >> Other distribution sources include (but are not limited to) GitHub, > >> Bitbucket, CD-ROMs, FTP sites and personal web pages. > >> > >> In summary, distribution files can come from many different places. > >> > >> > >> Perl module distribution installation > >> > >> Every distribution includes installation instructions in README or > >> INSTALL, and the most typical experience for installing a Perl module > >> distribution (after obtaining an archive of it) goes like this: > >> > >> $ tar xzf My-Perl-Module-0.01.tar.gz > >> $ cd My-Perl-Module-0.01 > >> $ perl Makefile.PL > >> $ make > >> $ make test > >> $ make install > >> > >> Distributions on CPAN can be installed without first downloading an > >> archive, using the CPAN installation tool (typically capitalised as > >> "cpan"). cpan is actually smart enough to take a module name (rather > >> than a distribution name) on the command line, determine the > >> distribution to which that module belongs, and install that > >> distribution. Since one distribution generally depends on others > >> ("prerequisites") being installed in advance, cpan also manages the > >> installation of prerequisite distributions. This makes the use of a > >> tool like cpan the generally preferred means of installing distributions > >> (and by extension, modules). > >> > >> Other similar tools exist which do the job in a more streamlined > >> fashion. I personally prefer cpanm. > >> > >> In summary, distribution installation tools function on distributions, > >> not modules?although some tools have the ability to infer the right > >> distribution if given a module name. > >> > >> > >> Knowledge assumed by the CPAN site > >> > >> Given that a CPAN module page only offers a single Download link, and > >> that link points to an archive of the module's distribution, it's safe > >> to say that the CPAN site assumes that its users already know the > >> distinction between modules and distributions, and expects that the user > >> then refer to the documentation found within the downloaded archive. I > >> suppose the reasoning is that anyone who knows about CPAN already knows > >> about Perl modules, and how to install module distributions. > >> > >> I don't feel that the installation of Perl modules/distributions is > >> within the domain of RT's documentation. However, given RT's use of > >> Perl modules as extensions, and that CPAN would probably be the main > >> source for RT extensions, I feel that perhaps RT's documentation could > >> benefit from at least pointing RT users to the required prerequisite > >> knowledge for using CPAN (i.e. what modules are, what distributions are, > >> and what to do with a distribution archive). > >> > >> The CPAN site explicitly doesn't offer downloading of individual module > >> (.pm) files, because direct installation of single modules doesn't > >> happen. (In my general experience I've found that if something is not > >> making a particular process easy for me, usually my process is invalid > >> and I'm doing something wrong.) > >> > >> > >> Knowledge assumed by RT's documentation > >> > >> RT's documentation clearly assumes that the user knows that RT > >> extensions are just Perl modules. That's obvious to anyone who is > >> well-versed in reading/writing Perl code. I don't think it's reasonable > >> to assume that of everyone administering RT. Therefore, I suppose RT's > >> documentation could be enhanced to explicitly state this. > >> > >> RT's documentation doesn't explicitly state how to install Perl module > >> distributions. My view on this is that RT's documentation should > >> document RT. Installation of Perl module distributions is a Perl > >> concern. At most, RT's documentation could link to some reputable Perl > >> source on the matter (as already mentioned above). > >> > >> > >> What documentation should actually change > >> > >> Jo, taking the above information into account, how would you personally > >> adjust RT's documentation such that others in future wouldn't experience > >> what you experienced? > >> > >> As far as I can see, the only real amendments that concern RT's > >> documentation would be to explicitly state that RT extensions are just > >> Perl modules, and to link to further reading on how Perl modules work > >> and how Perl module distributions are sourced and installed. What are > >> your thoughts? > >> > >> > >> On 9 December 2014 at 05:07, Jo Rhett wrote: > >> So here?s my perspective. As someone with 25 years of sysadmin > >> experience, who has both used RT for many years (but not in the last > >> three years) and someone who uses CPAN fairly often, when sent to the pm > >> module directly, I did the operations directly in front of me and > >> downloaded the .pm and tried to figure out how to install it. > >> > >> There is nothing in the documentation as it stands today to inform a new > >> or dead-brained returning user that they need to download a package, not > >> the .pm file ?which in CPAN is often the sum total of an extension. Yes, > >> there is a link to the package file on the page ? off on the right, out > >> of the ?actionable? area of the screen, if you spend any time with > >> usability experts. Given that the link is not in the user working area, > >> and there?s no reason given to the user to search for the link, I > >> suspect many others will make the same mistake. > >> > >> I outlined this confusion in detail in my original post, showing how I > >> had misunderstood. I believe that any change which makes it clear to the > >> user that they should download the entire package, not just the .pm > >> file, would significantly improve the user experience. > >> > >> On Dec 3, 2014, at 2:09 AM, Alex Peters wrote: > >>> I think I might be missing something crucial in what you are > >>> saying/asking. > >>> > >>> Linking to the main module within a distribution is a very common > >>> practice, because that module is likely to have the most relevant > >>> documentation for that distribution. > >>> > >>> The distribution is clearly linked to on the page of every module > >>> belonging to a particular distribution. > >>> > >>> "Asking the user to edit the URL in their browser window to be able to > >>> find the extension to download doesn?t make a lot of sense" is > >>> essentially a fallacy, because: > >>> the download link for the extension is available on that very page; and > >>> the home page for the extension itself (which in my opinion is > >>> generally far less informational anyway) is available as a link on that > >>> very page. > >>> Can you please rephrase why you feel that the links in the directory > >>> should be changed? Your assertion that these links are "broken" in > >>> their current form is confusing to me. > >>> > >>> On 3 December 2014 at 18:40, Jo Rhett > wrote: > >>> As I said below, in the Extensions directory the links are broken. For > >>> example, > >>> > >>> Homepage link takes you to: > >>> > http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm > >>> > >>> If you?re a bit tired and under-caffeniated, or just plain new to RT, > >>> it may not be clear to you that you need to remove a bunch from the URL > >>> to find the extension package. In my opinion, it would be much better > >>> to link to the package instead of the module file, like so: > >>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/ > >>> > >>> As I just said, asking the user to edit the URL in their browser window > >>> to be able to find the extension to download doesn?t make a lot of > >>> sense. The links in the directory should be fixed. > >>> > >>> On Dec 2, 2014, at 11:34 PM, Alex Peters wrote: > >>>> Could you please clarify what you're asking here? How to install the > >>>> plugins? > >>>> > >>>> The plugins can be installed like any other CPAN module. Given a link > >>>> to a specific .pm file: > >>>> > >>>> > http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm > >>>> > >>>> you can hit the Download link on the right side of the page to receive > >>>> a .tar.gz file of the distribution, which can either be fed directly > >>>> into the cpan or cpanm utilities, or unpacked and installed manually > >>>> using Makefile.PL and make. > >>>> > >>>> With RT extensions, you may find it useful to set environment variable > >>>> RTHOME to the root directory of your RT installation before installing > >>>> the plugin: > >>>> > >>>> $ RTHOME=/opt/rt-4.2.7 cpanm RT-Extension-MandatorySubject-0.05.tar.gz > >>>> > >>>> On 3 December 2014 at 16:19, Jo Rhett > >>>> wrote: > >>>> Hey, dunno if this got overlooked during the short vacation week. This > >>>> is a pretty serious issue? asking users to manually hack up the URL > >>>> in their browser bar is not accessible. > >>>> > >>>> On Nov 26, 2014, at 2:22 PM, Jo Rhett > >>>> wrote: > >>>>> Hey guys and gals, been a long time. > >>>>> > >>>>> I?m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. > >>>>> I?m liking the changes. Other than some confusion about what order to > >>>>> do things in (see my other message) the one thing I can?t seem to > >>>>> wrap my head around is the new plugin setup. > >>>>> > >>>>> First, yay! I like the idea of what you?ve done with plugins, keeping > >>>>> them local and the simplified syntax in RT_SiteConfig.pm. > >>>>> > >>>>> [in which I wander in the wrong direction? read and giggle] > >>>>> > >>>>> However, I can?t find any plugins other than yours which are built in > >>>>> these new packages you document at > >>>>> https://www.bestpractical.com/docs/rt/4.2/writing_extensions.html > >>>>> > >>>>> What is the fallback method for installing the other style modules? > >>>>> How do I get from a .pm file to an installed module. Can I manually > >>>>> create the directory structures and copy these into place? I see some > >>>>> details there but it doesn?t inspire confidence that everything I > >>>>> need to know is there. A breakout of the directory structure would be > >>>>> really helpful. > >>>>> > >>>>> [forehead slap] > >>>>> > >>>>> I was almost done with this e-mail when I realized the problem. If > >>>>> you go to http://bestpractical.com/rt/extensions.html and you find > >>>>> the extension you are looking for, the link to the Homepage for the > >>>>> extension actually links to the main module, and not to the extension > >>>>> package. Example for one > >>>>> > >>>>> Homepage link takes you to: > >>>>> > http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm > >>>>> > >>>>> If you?re a bit tired and under-caffeniated, or just plain new to RT, > >>>>> it may not be clear to you that you need to remove a bunch from the > >>>>> URL to find the extension package. In my opinion, it would be much > >>>>> better to link to the package instead of the module file, like so: > >>>>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/ > >>>>> > >>>>> I did some random spot checking, and this appears to be true for > >>>>> every module shown there. > >>>>> > >>>>> -- > >>>>> Jo Rhett > >>>>> +1 (415) 999-1798 > >>>>> Skype: jorhett > >>>>> Net Consonance : net philanthropy to improve open source and internet > >>>>> projects. > >>>>> > >>>> > >>>> -- > >>>> Jo Rhett > >>>> +1 (415) 999-1798 > >>>> Skype: jorhett > >>>> Net Consonance : net philanthropy to improve open source and internet > >>>> projects. > >>>> > >>>> > >>> > >>> -- > >>> Jo Rhett > >>> +1 (415) 999-1798 > >>> Skype: jorhett > >>> Net Consonance : net philanthropy to improve open source and internet > >>> projects. > >>> > >>> > >> > >> -- > >> Jo Rhett > >> +1 (415) 999-1798 > >> Skype: jorhett > >> Net Consonance : net philanthropy to improve open source and internet > >> projects. > >> > >> > > > > -- > > Jo Rhett > > +1 (415) 999-1798 > > Skype: jorhett > > Net Consonance : net philanthropy to improve open source and internet > > projects. > > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Thu Dec 11 05:54:34 2014 From: alex at peters.net (Alex Peters) Date: Thu, 11 Dec 2014 21:54:34 +1100 Subject: [rt-users] Default Configuration RT In-Reply-To: References: <1417690687769-59108.post@n7.nabble.com> <1418133229091-59145.post@n7.nabble.com> Message-ID: That's the correct utility for dropping a MySQL database, but not the correct command line arguments. A quick Google search for "mysql drop database" should help you achieve this: http://www.wikihow.com/Delete-a-MySQL-Database On 10 December 2014 at 23:36, Renato Gentil wrote: > Alex, > > I'm trying to drop but I'm getting the error attached. > I'm using the following command: > > mysqladmin -u root -p XXXX drop > > but then I got the error attached and I also tried: > > mysqladmin -u root -p drop > password: XXXX > > another error attached. > > Thanks, > > > Renato Gentil > > > ------------------------------ > Date: Wed, 10 Dec 2014 23:20:30 +1100 > Subject: Re: [rt-users] Default Configuration RT > From: alex at peters.net > To: renatorodrigo_87 at hotmail.com; rt-users at lists.bestpractical.com > > > Hi Renato, > > What exactly did you try, and what happened? Going into MySQL, dropping > the database (or all of its tables) and running the sbin/rt-setup-database > script would restore all of your templates and scrips. Specifically, you > would probably do this if your MySQL user has the permissions to drop the > database: > > $ cd > $ sbin/rt-setup-database --action drop,create,schema,acl,coredata,insert > --dba --prompt-for-dba-password > > You can pass "--help" to the rt-setup-database script for further > details. Remove "drop,create," from the above line if you'd like to > manually remove all of the tables first (using mysql). > > Please let us know how you go (using "Reply All"). > > On 10 December 2014 at 23:02, Renato Gentil > wrote: > > Hi Alex, > > I tried it but didn't work for me. Basically I'm trying to restore the > default templates and scripts because I have deleted some of them and now > some of our features have been gone with them. > > Can you help me with that ? > > thanks, > > > > Renato Gentil > > > ------------------------------ > From: alex at peters.net > Date: Wed, 10 Dec 2014 01:12:06 +0000 > Subject: Re: [rt-users] Default Configuration RT > To: renatorodrigo_87 at hotmail.com; rt-users at lists.bestpractical.com > > You could drop the database and set it up again, or also completely > uninstall and reinstall RT. > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From shrikant.mhatre at iotgroup.in Thu Dec 11 06:29:46 2014 From: shrikant.mhatre at iotgroup.in (Shrikant Mhatre) Date: Thu, 11 Dec 2014 16:59:46 +0530 Subject: [rt-users] How to delete a asset record from the Asset Tracker using shredder Message-ID: <5489802A.4000707@iotgroup.in> Hi Team, I wanted the steps to delete a wrongly created asset from the Asset Tracker ( 1.02) Database in RT 4.2.9 I cannot find any write up apart from the "delete" section of the asset tracker extension documentation. -- *Shrikant Mhatre* *IOT InfraStructure & Energy Services Ltd* Plot Y2, CEAT Tyre Road, Near Nahur Railway Station, Bhandup (West), Mumbai 400078. Contact : +91 22 61524 500/600/700/800/900 _www.iotinfraenergy.com _ Disclaimer: This e-mail transmission and any documents, files, or previous e-mail messages appended or attached to it, may contain information that is confidential or legally privileged. If you are not the intended recipient, or a person responsible for delivering it to the intended recipient, you are hereby notified that you must not read this transmission and that any disclosure, copying, printing, distribution, or use of the information contained or attached to this transmission is STRICTLY PROHIBITED. If you have received this transmission in error, please immediately notify the sender by return e-mail message (shrikant.mhatre at iotgroup.in) and delete the original transmission, its attachments, and any copies without reading or saving in any manner. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jasper.olbrich at students.uni-marburg.de Thu Dec 11 09:31:16 2014 From: jasper.olbrich at students.uni-marburg.de (Jasper Olbrich) Date: Thu, 11 Dec 2014 15:31:16 +0100 Subject: [rt-users] REST and umlauts in Custom Field names Message-ID: <5489AAB4.7080701@students.uni-marburg.de> Hello, I'm trying to use REST to create tickets in a queue that uses Custom Fields. It works well for CFs without umlauts, but I couldn't find a way yet to fill the CF "Gr??e". I'm sending the data with Python's urllib module, the request body looks like content=id%3A+ticket%2Fnew%0AQueue%3A+Test-Queue%0ARequestor%3A+jasper.olbrich%40students.uni-marburg.de%0ASubject%3A+Encoding+von+CustomFields%0AText%3A+%3CThe+ticket+content%3E%0ACF-Gr%C3%B6%C3%9Fe%3A+A0%0ACF-working%3A+working&user=$user&pass=$pass where CF-Gr%C3%B6%C3%9Fe is the urlencoded CF name. I also tried to circumvent urlencoding for this particular CF name: content=id%3A+ticket%2Fnew%0AQueue%3A+Test-Queue%0ARequestor%3A+jasper.olbrich%40students.uni-marburg.de%0ASubject%3A+Encoding+von+CustomFields%0AText%3A+%3CThe+ticket+content%3E%0ACF-working%3A+working%0ACF-Gr\xc3\xb6\xc3\x9fe%3A+A0&user=$user&pass=$pass "\xc3\xb6\xc3\x9" is the byte sequence for utf-8 encoded unicode "??". I also tried to add "charset=utf-8" to the content encoding header, but to no avail. Is it possible to write CFs via REST? Reading works fine. -- Jasper From cloos at netcologne.de Thu Dec 11 09:56:47 2014 From: cloos at netcologne.de (Christian Loos) Date: Thu, 11 Dec 2014 15:56:47 +0100 Subject: [rt-users] REST and umlauts in Custom Field names In-Reply-To: <5489AAB4.7080701@students.uni-marburg.de> References: <5489AAB4.7080701@students.uni-marburg.de> Message-ID: <5489B0AF.5080105@netcologne.de> Am 11.12.2014 um 15:31 schrieb Jasper Olbrich: > Hello, > > I'm trying to use REST to create tickets in a queue that uses Custom > Fields. It works well for CFs without umlauts, but I couldn't find a way > yet to fill the CF "Gr??e". > > I'm sending the data with Python's urllib module, the request body looks > like > > content=id%3A+ticket%2Fnew%0AQueue%3A+Test-Queue%0ARequestor%3A+jasper.olbrich%40students.uni-marburg.de%0ASubject%3A+Encoding+von+CustomFields%0AText%3A+%3CThe+ticket+content%3E%0ACF-Gr%C3%B6%C3%9Fe%3A+A0%0ACF-working%3A+working&user=$user&pass=$pass > > > where CF-Gr%C3%B6%C3%9Fe is the urlencoded CF name. I also tried to > circumvent urlencoding for this particular CF name: > > content=id%3A+ticket%2Fnew%0AQueue%3A+Test-Queue%0ARequestor%3A+jasper.olbrich%40students.uni-marburg.de%0ASubject%3A+Encoding+von+CustomFields%0AText%3A+%3CThe+ticket+content%3E%0ACF-working%3A+working%0ACF-Gr\xc3\xb6\xc3\x9fe%3A+A0&user=$user&pass=$pass > > > "\xc3\xb6\xc3\x9" is the byte sequence for utf-8 encoded unicode "??". > > I also tried to add "charset=utf-8" to the content encoding header, but > to no avail. > > Is it possible to write CFs via REST? Reading works fine. > Hi, use CF-123 (with 123 being the CF id). Chris From jrhett at netconsonance.com Thu Dec 11 12:29:21 2014 From: jrhett at netconsonance.com (Jo Rhett) Date: Thu, 11 Dec 2014 09:29:21 -0800 Subject: [rt-users] plugins link to module file, not package file In-Reply-To: References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> <0075EA30-5AC2-4FEF-A52F-772C5DAD188E@netconsonance.com> <3648449D-47DB-483D-8F29-C33E495B1021@netconsonance.com> Message-ID: <4CA40869-E0C3-482A-B883-80A5F64F37A3@netconsonance.com> The levels of abuse and rudeness here are phenomenal. Alex has got his A-hole meter turned up to full strength. And if this list is moderated at all, I?m asking for Alex to be moderated. I?m filing a formal complaint with Best Practical over this. The funniest bit is that his instructions are simply wrong, which further goes to the point that the documentation needs fixing. On Dec 11, 2014, at 2:50 AM, Alex Peters wrote: > I don't think there's anything to misunderstand here any more. > > The gist of what Jo conveyed is basically this (and it's all verifiably conveyed in earlier messages): > > "I have 20 years of experience with Perl and use CPAN fairly often, yet when I'm presented with a CPAN link to the main module of a distribution, a common practice pretty much everywhere, I complain that the links are bad, ignore the provided Download link because it's on the right side of the page, manually adjust URLs, manually fetch .pm files, complain about the usability of this process (which no one else performs), understandably fail to install the module, admit that I don't know how to install Perl modules, and somehow attribute this to a fault with RT's documentation, all while failing to visibly consider that hundreds of people before me have used this RT Extensions page in its current form without a problem, and that thousands of people use CPAN in its current form without a problem." > > Despite this, I invested quite a bit of time in clarifying the whole modules-vs.-distributions deal, and that the installation of modules has nothing to do with downloading individual .pm files. I intended no offence or malice, even though I wanted to just come out and say, "this method of yours for attempting to install a module is completely ill-informed." I feel that I was entirely cordial and tactful in my earlier responses; if anyone else disagrees, I'd definitely appreciate some offline coaching as to how I could have prevented coming across as rude or insulting in this instance. > > I won't bother to exercise tact here: the crux of the matter is that Jo didn't/doesn't know how to properly install a module distribution from CPAN (a fact verified by him asking the questions "How do I get from a .pm file to an installed module? Can I manually create the directory structures and copy these into place?"), and when he was politely alerted to that, he launched into a sarcastic, snide, ingracious attack on me, seemed to ignore any advice from multiple people on how to properly install CPAN modules, and ignored all my other questions geared towards actually improving RT's documentation for everyone's benefit. He then topped all of that off by complaining about being "treated like shit." > > While I accept that my responses were clearly not to Jo's taste, I expect that my explanation of modules vs. module distributions will at least help others either now or in the future (even though I'm sure I didn't write anything not already available in Perl's own documentation). > > Anyway, to keep things on topic, my summarised view on this thread's actual subject matter is as follows: > RT's documentation currently doesn't mention that RT extensions are in fact Perl modules/distributions. It should. > RT's documentation currently doesn't state that the majority (but not all) of RT extensions can be found on CPAN. It probably should, with a link to CPAN search results within the appropriate namespace/s (RT::Extension, RTx, ...?). > RT's documentation currently doesn't state where non-CPAN-sourced RT extensions can be found. It probably could, but that probably wouldn't be very useful. > RT's documentation currently doesn't detail how to install modules from CPAN. It shouldn't. Installation of CPAN module distributions is a Perl concern, not an RT concern. I would consider a link to Perl documentation describing the process to be the most documentation required at RT's level on this. > RT's documentation currently doesn't detail how to install modules from non-CPAN sources. It shouldn't. Installation of non-CPAN-sourced module distributions is a Perl concern, not an RT concern. > I don't suppose anyone is interested in patching the docs to that effect, or suggesting other edits related to this issue? > > > On 11 December 2014 at 17:35, wrote: > Jo, I honestly think that Alex simply misunderstood you. That's not > uncommon in these kind of lists. Better to not attribute to malice what > can be explained by miscommunication. Even in the very rare occasion that > it _is_ malice, you are better off assuming the best of people. > > - Rick > > > I?ve been using Perl for 20 years now. I grok perl. > > > > Good run with the insults and rudeness. Because yeah, that?s a great way > > to treat someone who?s pointing out a way to improve the usability of > > something. Treat them like dirt, and talk down to them like they?ve never > > used Perl before. > > > > I?ll stop offering advice on ways to improve the UI. Unintelligible and > > prone to confusion on the part of people isn?t my problem. I?m not going > > to be helpful if I get treated like shit when I?m trying to make someone?s > > profit-making production better and more likely to be used. > > > > I forgot why I dropped this list. Thanks for reminding me. > > > > On Dec 9, 2014, at 5:10 AM, Alex Peters wrote: > >> I feel that there are actually several issues to discuss in this thread: > >> Perl modules vs. Perl module distributions > >> Perl module distribution sources > >> Perl module distribution installation > >> knowledge assumed by the CPAN site > >> knowledge assumed by RT's documentation > >> what documentation should actually change > >> Based on your description of the steps you performed in an attempt to > >> install a Perl module from CPAN, with all due respect, I believe you've > >> been improperly advised on Perl module installation and possibly haven't > >> been made aware of some crucial things about how Perl's modules work. > >> I'll go over some of those things, then with everything in mind, maybe > >> we can agree on what documentation changes are needed where. > >> > >> > >> Perl modules vs. Perl module distributions > >> > >> A Perl module is (for all intents and purposes of this thread) a single > >> .pm file. A Perl module distribution consists of a number of Perl > >> modules (which can be just one), a Makefile (or more commonly, a > >> Makefile generator in Makefile.PL), and instructions for installation of > >> the distribution and hence its modules (usually in README or INSTALL). > >> Distributions exist because often, a single module isn't enough to > >> provide some meaningful form of functionality. > >> > >> Modules are never installed directly. Modules are always made available > >> as a side effect installing module distributions. The distribution (not > >> the module) is the smallest unit involved in the action of installation. > >> Installation of a distribution might result in the installation of only > >> one module, but nonetheless, it's the distribution that's acted upon > >> directly for installation rather than the module. > >> > >> In summary, direct installation of single modules doesn't happen. > >> > >> > >> Perl module distribution sources > >> > >> Distributions are typically (but not always) available on the CPAN site > >> (typically capitalised as "CPAN"), and can be downloaded as an archive. > >> Other distribution sources include (but are not limited to) GitHub, > >> Bitbucket, CD-ROMs, FTP sites and personal web pages. > >> > >> In summary, distribution files can come from many different places. > >> > >> > >> Perl module distribution installation > >> > >> Every distribution includes installation instructions in README or > >> INSTALL, and the most typical experience for installing a Perl module > >> distribution (after obtaining an archive of it) goes like this: > >> > >> $ tar xzf My-Perl-Module-0.01.tar.gz > >> $ cd My-Perl-Module-0.01 > >> $ perl Makefile.PL > >> $ make > >> $ make test > >> $ make install > >> > >> Distributions on CPAN can be installed without first downloading an > >> archive, using the CPAN installation tool (typically capitalised as > >> "cpan"). cpan is actually smart enough to take a module name (rather > >> than a distribution name) on the command line, determine the > >> distribution to which that module belongs, and install that > >> distribution. Since one distribution generally depends on others > >> ("prerequisites") being installed in advance, cpan also manages the > >> installation of prerequisite distributions. This makes the use of a > >> tool like cpan the generally preferred means of installing distributions > >> (and by extension, modules). > >> > >> Other similar tools exist which do the job in a more streamlined > >> fashion. I personally prefer cpanm. > >> > >> In summary, distribution installation tools function on distributions, > >> not modules?although some tools have the ability to infer the right > >> distribution if given a module name. > >> > >> > >> Knowledge assumed by the CPAN site > >> > >> Given that a CPAN module page only offers a single Download link, and > >> that link points to an archive of the module's distribution, it's safe > >> to say that the CPAN site assumes that its users already know the > >> distinction between modules and distributions, and expects that the user > >> then refer to the documentation found within the downloaded archive. I > >> suppose the reasoning is that anyone who knows about CPAN already knows > >> about Perl modules, and how to install module distributions. > >> > >> I don't feel that the installation of Perl modules/distributions is > >> within the domain of RT's documentation. However, given RT's use of > >> Perl modules as extensions, and that CPAN would probably be the main > >> source for RT extensions, I feel that perhaps RT's documentation could > >> benefit from at least pointing RT users to the required prerequisite > >> knowledge for using CPAN (i.e. what modules are, what distributions are, > >> and what to do with a distribution archive). > >> > >> The CPAN site explicitly doesn't offer downloading of individual module > >> (.pm) files, because direct installation of single modules doesn't > >> happen. (In my general experience I've found that if something is not > >> making a particular process easy for me, usually my process is invalid > >> and I'm doing something wrong.) > >> > >> > >> Knowledge assumed by RT's documentation > >> > >> RT's documentation clearly assumes that the user knows that RT > >> extensions are just Perl modules. That's obvious to anyone who is > >> well-versed in reading/writing Perl code. I don't think it's reasonable > >> to assume that of everyone administering RT. Therefore, I suppose RT's > >> documentation could be enhanced to explicitly state this. > >> > >> RT's documentation doesn't explicitly state how to install Perl module > >> distributions. My view on this is that RT's documentation should > >> document RT. Installation of Perl module distributions is a Perl > >> concern. At most, RT's documentation could link to some reputable Perl > >> source on the matter (as already mentioned above). > >> > >> > >> What documentation should actually change > >> > >> Jo, taking the above information into account, how would you personally > >> adjust RT's documentation such that others in future wouldn't experience > >> what you experienced? > >> > >> As far as I can see, the only real amendments that concern RT's > >> documentation would be to explicitly state that RT extensions are just > >> Perl modules, and to link to further reading on how Perl modules work > >> and how Perl module distributions are sourced and installed. What are > >> your thoughts? > >> > >> > >> On 9 December 2014 at 05:07, Jo Rhett wrote: > >> So here?s my perspective. As someone with 25 years of sysadmin > >> experience, who has both used RT for many years (but not in the last > >> three years) and someone who uses CPAN fairly often, when sent to the pm > >> module directly, I did the operations directly in front of me and > >> downloaded the .pm and tried to figure out how to install it. > >> > >> There is nothing in the documentation as it stands today to inform a new > >> or dead-brained returning user that they need to download a package, not > >> the .pm file ?which in CPAN is often the sum total of an extension. Yes, > >> there is a link to the package file on the page ? off on the right, out > >> of the ?actionable? area of the screen, if you spend any time with > >> usability experts. Given that the link is not in the user working area, > >> and there?s no reason given to the user to search for the link, I > >> suspect many others will make the same mistake. > >> > >> I outlined this confusion in detail in my original post, showing how I > >> had misunderstood. I believe that any change which makes it clear to the > >> user that they should download the entire package, not just the .pm > >> file, would significantly improve the user experience. > >> > >> On Dec 3, 2014, at 2:09 AM, Alex Peters wrote: > >>> I think I might be missing something crucial in what you are > >>> saying/asking. > >>> > >>> Linking to the main module within a distribution is a very common > >>> practice, because that module is likely to have the most relevant > >>> documentation for that distribution. > >>> > >>> The distribution is clearly linked to on the page of every module > >>> belonging to a particular distribution. > >>> > >>> "Asking the user to edit the URL in their browser window to be able to > >>> find the extension to download doesn?t make a lot of sense" is > >>> essentially a fallacy, because: > >>> the download link for the extension is available on that very page; and > >>> the home page for the extension itself (which in my opinion is > >>> generally far less informational anyway) is available as a link on that > >>> very page. > >>> Can you please rephrase why you feel that the links in the directory > >>> should be changed? Your assertion that these links are "broken" in > >>> their current form is confusing to me. > >>> > >>> On 3 December 2014 at 18:40, Jo Rhett wrote: > >>> As I said below, in the Extensions directory the links are broken. For > >>> example, > >>> > >>> Homepage link takes you to: > >>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm > >>> > >>> If you?re a bit tired and under-caffeniated, or just plain new to RT, > >>> it may not be clear to you that you need to remove a bunch from the URL > >>> to find the extension package. In my opinion, it would be much better > >>> to link to the package instead of the module file, like so: > >>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/ > >>> > >>> As I just said, asking the user to edit the URL in their browser window > >>> to be able to find the extension to download doesn?t make a lot of > >>> sense. The links in the directory should be fixed. > >>> > >>> On Dec 2, 2014, at 11:34 PM, Alex Peters wrote: > >>>> Could you please clarify what you're asking here? How to install the > >>>> plugins? > >>>> > >>>> The plugins can be installed like any other CPAN module. Given a link > >>>> to a specific .pm file: > >>>> > >>>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm > >>>> > >>>> you can hit the Download link on the right side of the page to receive > >>>> a .tar.gz file of the distribution, which can either be fed directly > >>>> into the cpan or cpanm utilities, or unpacked and installed manually > >>>> using Makefile.PL and make. > >>>> > >>>> With RT extensions, you may find it useful to set environment variable > >>>> RTHOME to the root directory of your RT installation before installing > >>>> the plugin: > >>>> > >>>> $ RTHOME=/opt/rt-4.2.7 cpanm RT-Extension-MandatorySubject-0.05.tar.gz > >>>> > >>>> On 3 December 2014 at 16:19, Jo Rhett > >>>> wrote: > >>>> Hey, dunno if this got overlooked during the short vacation week. This > >>>> is a pretty serious issue? asking users to manually hack up the URL > >>>> in their browser bar is not accessible. > >>>> > >>>> On Nov 26, 2014, at 2:22 PM, Jo Rhett > >>>> wrote: > >>>>> Hey guys and gals, been a long time. > >>>>> > >>>>> I?m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. > >>>>> I?m liking the changes. Other than some confusion about what order to > >>>>> do things in (see my other message) the one thing I can?t seem to > >>>>> wrap my head around is the new plugin setup. > >>>>> > >>>>> First, yay! I like the idea of what you?ve done with plugins, keeping > >>>>> them local and the simplified syntax in RT_SiteConfig.pm. > >>>>> > >>>>> [in which I wander in the wrong direction? read and giggle] > >>>>> > >>>>> However, I can?t find any plugins other than yours which are built in > >>>>> these new packages you document at > >>>>> https://www.bestpractical.com/docs/rt/4.2/writing_extensions.html > >>>>> > >>>>> What is the fallback method for installing the other style modules? > >>>>> How do I get from a .pm file to an installed module. Can I manually > >>>>> create the directory structures and copy these into place? I see some > >>>>> details there but it doesn?t inspire confidence that everything I > >>>>> need to know is there. A breakout of the directory structure would be > >>>>> really helpful. > >>>>> > >>>>> [forehead slap] > >>>>> > >>>>> I was almost done with this e-mail when I realized the problem. If > >>>>> you go to http://bestpractical.com/rt/extensions.html and you find > >>>>> the extension you are looking for, the link to the Homepage for the > >>>>> extension actually links to the main module, and not to the extension > >>>>> package. Example for one > >>>>> > >>>>> Homepage link takes you to: > >>>>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm > >>>>> > >>>>> If you?re a bit tired and under-caffeniated, or just plain new to RT, > >>>>> it may not be clear to you that you need to remove a bunch from the > >>>>> URL to find the extension package. In my opinion, it would be much > >>>>> better to link to the package instead of the module file, like so: > >>>>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/ > >>>>> > >>>>> I did some random spot checking, and this appears to be true for > >>>>> every module shown there. > >>>>> > >>>>> -- > >>>>> Jo Rhett > >>>>> +1 (415) 999-1798 > >>>>> Skype: jorhett > >>>>> Net Consonance : net philanthropy to improve open source and internet > >>>>> projects. > >>>>> > >>>> > >>>> -- > >>>> Jo Rhett > >>>> +1 (415) 999-1798 > >>>> Skype: jorhett > >>>> Net Consonance : net philanthropy to improve open source and internet > >>>> projects. > >>>> > >>>> > >>> > >>> -- > >>> Jo Rhett > >>> +1 (415) 999-1798 > >>> Skype: jorhett > >>> Net Consonance : net philanthropy to improve open source and internet > >>> projects. > >>> > >>> > >> > >> -- > >> Jo Rhett > >> +1 (415) 999-1798 > >> Skype: jorhett > >> Net Consonance : net philanthropy to improve open source and internet > >> projects. > >> > >> > > > > -- > > Jo Rhett > > +1 (415) 999-1798 > > Skype: jorhett > > Net Consonance : net philanthropy to improve open source and internet > > projects. > > > > > > -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mepstein at illinois.edu Thu Dec 11 13:14:59 2014 From: mepstein at illinois.edu (Milt Epstein) Date: Thu, 11 Dec 2014 12:14:59 -0600 (CST) Subject: [rt-users] plugins link to module file, not package file In-Reply-To: <4CA40869-E0C3-482A-B883-80A5F64F37A3@netconsonance.com> References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> <0075EA30-5AC2-4FEF-A52F-772C5DAD188E@netconsonance.com> <3648449D-47DB-483D-8F29-C33E495B1021@netconsonance.com> <4CA40869-E0C3-482A-B883-80A5F64F37A3@netconsonance.com> Message-ID: Thought I'd chime in here. My background: I've been on this list for several months; I work at a site that's been using RT for several years -- I co-manage our installation; I joined the list because I needed to figure out a few things, and then stayed on it because it was low volume and generally helpful and informative; mainly I'm a software developer, and I've been using Perl for over 20 years; I've also been on many product support mailing lists, for both commercial and open-source products. That said, I don't have any problem with what Alex said in this thread (or any other), and I think the one being out of line here is Jo. There may have been some inkling of legitimacy to Jo's issue, but I had never seen it mentioned on the list, and I'd never run into it myself (I install lots of modules from CPAN, but not too many RT-related ones). Alex took the patience to craft a long, substantial, polite reply to Jo's issue, and Jo responded with unjustified indignation. C'mon, if he wasn't trying to be helpful, would he have wasted his time writing a 130-line long substantive reply! What's ironic about this is that Alex is one of the most helpful people on the list. Not sure if he works for Best Practical (although I'm guessing he does), but he replies to many posts on the list. Looking over the posts I've saved from the list, the posters that occur most are Alex, Kevin Falcone, and Alex Vandiver (the latter two post from bestpractical.com email addresses). If Jo does file a complaint with Best Practical over this, I'd be happy to file an amicus brief countering it. Milt Epstein Applications Developer Graduate School of Library and Information Science (GSLIS) University of Illinois at Urbana-Champaign (UIUC) mepstein at illinois.edu On Thu, 11 Dec 2014, Jo Rhett wrote: > The levels of abuse and rudeness here are phenomenal. Alex has got his A-hole meter turned up to full strength. And if this list is moderated at all, I?m asking for Alex to be moderated. I?m filing a formal complaint with Best Practical over this. > > The funniest bit is that his instructions are simply wrong, which further goes to the point that the documentation needs fixing. > > On Dec 11, 2014, at 2:50 AM, Alex Peters wrote: > > I don't think there's anything to misunderstand here any more. > > > > The gist of what Jo conveyed is basically this (and it's all verifiably conveyed in earlier messages): > > > > "I have 20 years of experience with Perl and use CPAN fairly often, yet when I'm presented with a CPAN link to the main module of a distribution, a common practice pretty much everywhere, I complain that the links are bad, ignore the provided Download link because it's on the right side of the page, manually adjust URLs, manually fetch .pm files, complain about the usability of this process (which no one else performs), understandably fail to install the module, admit that I don't know how to install Perl modules, and somehow attribute this to a fault with RT's documentation, all while failing to visibly consider that hundreds of people before me have used this RT Extensions page in its current form without a problem, and that thousands of people use CPAN in its current form without a problem." > > > > Despite this, I invested quite a bit of time in clarifying the whole modules-vs.-distributions deal, and that the installation of modules has nothing to do with downloading individual .pm files. I intended no offence or malice, even though I wanted to just come out and say, "this method of yours for attempting to install a module is completely ill-informed." I feel that I was entirely cordial and tactful in my earlier responses; if anyone else disagrees, I'd definitely appreciate some offline coaching as to how I could have prevented coming across as rude or insulting in this instance. > > > > I won't bother to exercise tact here: the crux of the matter is that Jo didn't/doesn't know how to properly install a module distribution from CPAN (a fact verified by him asking the questions "How do I get from a .pm file to an installed module? Can I manually create the directory structures and copy these into place?"), and when he was politely alerted to that, he launched into a sarcastic, snide, ingracious attack on me, seemed to ignore any advice from multiple people on how to properly install CPAN modules, and ignored all my other questions geared towards actually improving RT's documentation for everyone's benefit. He then topped all of that off by complaining about being "treated like shit." > > > > While I accept that my responses were clearly not to Jo's taste, I expect that my explanation of modules vs. module distributions will at least help others either now or in the future (even though I'm sure I didn't write anything not already available in Perl's own documentation). > > > > Anyway, to keep things on topic, my summarised view on this thread's actual subject matter is as follows: > > RT's documentation currently doesn't mention that RT extensions are in fact Perl modules/distributions. It should. > > RT's documentation currently doesn't state that the majority (but not all) of RT extensions can be found on CPAN. It probably should, with a link to CPAN search results within the appropriate namespace/s (RT::Extension, RTx, ...?). > > RT's documentation currently doesn't state where non-CPAN-sourced RT extensions can be found. It probably could, but that probably wouldn't be very useful. > > RT's documentation currently doesn't detail how to install modules from CPAN. It shouldn't. Installation of CPAN module distributions is a Perl concern, not an RT concern. I would consider a link to Perl documentation describing the process to be the most documentation required at RT's level on this. > > RT's documentation currently doesn't detail how to install modules from non-CPAN sources. It shouldn't. Installation of non-CPAN-sourced module distributions is a Perl concern, not an RT concern. > > I don't suppose anyone is interested in patching the docs to that effect, or suggesting other edits related to this issue? > > > > > > On 11 December 2014 at 17:35, wrote: > > Jo, I honestly think that Alex simply misunderstood you. That's not > > uncommon in these kind of lists. Better to not attribute to malice what > > can be explained by miscommunication. Even in the very rare occasion that > > it _is_ malice, you are better off assuming the best of people. > > > > - Rick > > > > > I?ve been using Perl for 20 years now. I grok perl. > > > > > > Good run with the insults and rudeness. Because yeah, that?s a great way > > > to treat someone who?s pointing out a way to improve the usability of > > > something. Treat them like dirt, and talk down to them like they?ve never > > > used Perl before. > > > > > > I?ll stop offering advice on ways to improve the UI. Unintelligible and > > > prone to confusion on the part of people isn?t my problem. I?m not going > > > to be helpful if I get treated like shit when I?m trying to make someone?s > > > profit-making production better and more likely to be used. > > > > > > I forgot why I dropped this list. Thanks for reminding me. > > > > > > On Dec 9, 2014, at 5:10 AM, Alex Peters wrote: > > >> I feel that there are actually several issues to discuss in this thread: > > >> Perl modules vs. Perl module distributions > > >> Perl module distribution sources > > >> Perl module distribution installation > > >> knowledge assumed by the CPAN site > > >> knowledge assumed by RT's documentation > > >> what documentation should actually change > > >> Based on your description of the steps you performed in an attempt to > > >> install a Perl module from CPAN, with all due respect, I believe you've > > >> been improperly advised on Perl module installation and possibly haven't > > >> been made aware of some crucial things about how Perl's modules work. > > >> I'll go over some of those things, then with everything in mind, maybe > > >> we can agree on what documentation changes are needed where. > > >> > > >> > > >> Perl modules vs. Perl module distributions > > >> > > >> A Perl module is (for all intents and purposes of this thread) a single > > >> .pm file. A Perl module distribution consists of a number of Perl > > >> modules (which can be just one), a Makefile (or more commonly, a > > >> Makefile generator in Makefile.PL), and instructions for installation of > > >> the distribution and hence its modules (usually in README or INSTALL). > > >> Distributions exist because often, a single module isn't enough to > > >> provide some meaningful form of functionality. > > >> > > >> Modules are never installed directly. Modules are always made available > > >> as a side effect installing module distributions. The distribution (not > > >> the module) is the smallest unit involved in the action of installation. > > >> Installation of a distribution might result in the installation of only > > >> one module, but nonetheless, it's the distribution that's acted upon > > >> directly for installation rather than the module. > > >> > > >> In summary, direct installation of single modules doesn't happen. > > >> > > >> > > >> Perl module distribution sources > > >> > > >> Distributions are typically (but not always) available on the CPAN site > > >> (typically capitalised as "CPAN"), and can be downloaded as an archive. > > >> Other distribution sources include (but are not limited to) GitHub, > > >> Bitbucket, CD-ROMs, FTP sites and personal web pages. > > >> > > >> In summary, distribution files can come from many different places. > > >> > > >> > > >> Perl module distribution installation > > >> > > >> Every distribution includes installation instructions in README or > > >> INSTALL, and the most typical experience for installing a Perl module > > >> distribution (after obtaining an archive of it) goes like this: > > >> > > >> $ tar xzf My-Perl-Module-0.01.tar.gz > > >> $ cd My-Perl-Module-0.01 > > >> $ perl Makefile.PL > > >> $ make > > >> $ make test > > >> $ make install > > >> > > >> Distributions on CPAN can be installed without first downloading an > > >> archive, using the CPAN installation tool (typically capitalised as > > >> "cpan"). cpan is actually smart enough to take a module name (rather > > >> than a distribution name) on the command line, determine the > > >> distribution to which that module belongs, and install that > > >> distribution. Since one distribution generally depends on others > > >> ("prerequisites") being installed in advance, cpan also manages the > > >> installation of prerequisite distributions. This makes the use of a > > >> tool like cpan the generally preferred means of installing distributions > > >> (and by extension, modules). > > >> > > >> Other similar tools exist which do the job in a more streamlined > > >> fashion. I personally prefer cpanm. > > >> > > >> In summary, distribution installation tools function on distributions, > > >> not modules?although some tools have the ability to infer the right > > >> distribution if given a module name. > > >> > > >> > > >> Knowledge assumed by the CPAN site > > >> > > >> Given that a CPAN module page only offers a single Download link, and > > >> that link points to an archive of the module's distribution, it's safe > > >> to say that the CPAN site assumes that its users already know the > > >> distinction between modules and distributions, and expects that the user > > >> then refer to the documentation found within the downloaded archive. I > > >> suppose the reasoning is that anyone who knows about CPAN already knows > > >> about Perl modules, and how to install module distributions. > > >> > > >> I don't feel that the installation of Perl modules/distributions is > > >> within the domain of RT's documentation. However, given RT's use of > > >> Perl modules as extensions, and that CPAN would probably be the main > > >> source for RT extensions, I feel that perhaps RT's documentation could > > >> benefit from at least pointing RT users to the required prerequisite > > >> knowledge for using CPAN (i.e. what modules are, what distributions are, > > >> and what to do with a distribution archive). > > >> > > >> The CPAN site explicitly doesn't offer downloading of individual module > > >> (.pm) files, because direct installation of single modules doesn't > > >> happen. (In my general experience I've found that if something is not > > >> making a particular process easy for me, usually my process is invalid > > >> and I'm doing something wrong.) > > >> > > >> > > >> Knowledge assumed by RT's documentation > > >> > > >> RT's documentation clearly assumes that the user knows that RT > > >> extensions are just Perl modules. That's obvious to anyone who is > > >> well-versed in reading/writing Perl code. I don't think it's reasonable > > >> to assume that of everyone administering RT. Therefore, I suppose RT's > > >> documentation could be enhanced to explicitly state this. > > >> > > >> RT's documentation doesn't explicitly state how to install Perl module > > >> distributions. My view on this is that RT's documentation should > > >> document RT. Installation of Perl module distributions is a Perl > > >> concern. At most, RT's documentation could link to some reputable Perl > > >> source on the matter (as already mentioned above). > > >> > > >> > > >> What documentation should actually change > > >> > > >> Jo, taking the above information into account, how would you personally > > >> adjust RT's documentation such that others in future wouldn't experience > > >> what you experienced? > > >> > > >> As far as I can see, the only real amendments that concern RT's > > >> documentation would be to explicitly state that RT extensions are just > > >> Perl modules, and to link to further reading on how Perl modules work > > >> and how Perl module distributions are sourced and installed. What are > > >> your thoughts? > > >> > > >> > > >> On 9 December 2014 at 05:07, Jo Rhett wrote: > > >> So here?s my perspective. As someone with 25 years of sysadmin > > >> experience, who has both used RT for many years (but not in the last > > >> three years) and someone who uses CPAN fairly often, when sent to the pm > > >> module directly, I did the operations directly in front of me and > > >> downloaded the .pm and tried to figure out how to install it. > > >> > > >> There is nothing in the documentation as it stands today to inform a new > > >> or dead-brained returning user that they need to download a package, not > > >> the .pm file ?which in CPAN is often the sum total of an extension. Yes, > > >> there is a link to the package file on the page ? off on the right, out > > >> of the ?actionable? area of the screen, if you spend any time with > > >> usability experts. Given that the link is not in the user working area, > > >> and there?s no reason given to the user to search for the link, I > > >> suspect many others will make the same mistake. > > >> > > >> I outlined this confusion in detail in my original post, showing how I > > >> had misunderstood. I believe that any change which makes it clear to the > > >> user that they should download the entire package, not just the .pm > > >> file, would significantly improve the user experience. > > >> > > >> On Dec 3, 2014, at 2:09 AM, Alex Peters wrote: > > >>> I think I might be missing something crucial in what you are > > >>> saying/asking. > > >>> > > >>> Linking to the main module within a distribution is a very common > > >>> practice, because that module is likely to have the most relevant > > >>> documentation for that distribution. > > >>> > > >>> The distribution is clearly linked to on the page of every module > > >>> belonging to a particular distribution. > > >>> > > >>> "Asking the user to edit the URL in their browser window to be able to > > >>> find the extension to download doesn?t make a lot of sense" is > > >>> essentially a fallacy, because: > > >>> the download link for the extension is available on that very page; and > > >>> the home page for the extension itself (which in my opinion is > > >>> generally far less informational anyway) is available as a link on that > > >>> very page. > > >>> Can you please rephrase why you feel that the links in the directory > > >>> should be changed? Your assertion that these links are "broken" in > > >>> their current form is confusing to me. > > >>> > > >>> On 3 December 2014 at 18:40, Jo Rhett wrote: > > >>> As I said below, in the Extensions directory the links are broken. For > > >>> example, > > >>> > > >>> Homepage link takes you to: > > >>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm > > >>> > > >>> If you?re a bit tired and under-caffeniated, or just plain new to RT, > > >>> it may not be clear to you that you need to remove a bunch from the URL > > >>> to find the extension package. In my opinion, it would be much better > > >>> to link to the package instead of the module file, like so: > > >>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/ > > >>> > > >>> As I just said, asking the user to edit the URL in their browser window > > >>> to be able to find the extension to download doesn?t make a lot of > > >>> sense. The links in the directory should be fixed. > > >>> > > >>> On Dec 2, 2014, at 11:34 PM, Alex Peters wrote: > > >>>> Could you please clarify what you're asking here? How to install the > > >>>> plugins? > > >>>> > > >>>> The plugins can be installed like any other CPAN module. Given a link > > >>>> to a specific .pm file: > > >>>> > > >>>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm > > >>>> > > >>>> you can hit the Download link on the right side of the page to receive > > >>>> a .tar.gz file of the distribution, which can either be fed directly > > >>>> into the cpan or cpanm utilities, or unpacked and installed manually > > >>>> using Makefile.PL and make. > > >>>> > > >>>> With RT extensions, you may find it useful to set environment variable > > >>>> RTHOME to the root directory of your RT installation before installing > > >>>> the plugin: > > >>>> > > >>>> $ RTHOME=/opt/rt-4.2.7 cpanm RT-Extension-MandatorySubject-0.05.tar.gz > > >>>> > > >>>> On 3 December 2014 at 16:19, Jo Rhett > > >>>> wrote: > > >>>> Hey, dunno if this got overlooked during the short vacation week. This > > >>>> is a pretty serious issue? asking users to manually hack up the URL > > >>>> in their browser bar is not accessible. > > >>>> > > >>>> On Nov 26, 2014, at 2:22 PM, Jo Rhett > > >>>> wrote: > > >>>>> Hey guys and gals, been a long time. > > >>>>> > > >>>>> I?m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. > > >>>>> I?m liking the changes. Other than some confusion about what order to > > >>>>> do things in (see my other message) the one thing I can?t seem to > > >>>>> wrap my head around is the new plugin setup. > > >>>>> > > >>>>> First, yay! I like the idea of what you?ve done with plugins, keeping > > >>>>> them local and the simplified syntax in RT_SiteConfig.pm. > > >>>>> > > >>>>> [in which I wander in the wrong direction? read and giggle] > > >>>>> > > >>>>> However, I can?t find any plugins other than yours which are built in > > >>>>> these new packages you document at > > >>>>> https://www.bestpractical.com/docs/rt/4.2/writing_extensions.html > > >>>>> > > >>>>> What is the fallback method for installing the other style modules? > > >>>>> How do I get from a .pm file to an installed module. Can I manually > > >>>>> create the directory structures and copy these into place? I see some > > >>>>> details there but it doesn?t inspire confidence that everything I > > >>>>> need to know is there. A breakout of the directory structure would be > > >>>>> really helpful. > > >>>>> > > >>>>> [forehead slap] > > >>>>> > > >>>>> I was almost done with this e-mail when I realized the problem. If > > >>>>> you go to http://bestpractical.com/rt/extensions.html and you find > > >>>>> the extension you are looking for, the link to the Homepage for the > > >>>>> extension actually links to the main module, and not to the extension > > >>>>> package. Example for one > > >>>>> > > >>>>> Homepage link takes you to: > > >>>>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm > > >>>>> > > >>>>> If you?re a bit tired and under-caffeniated, or just plain new to RT, > > >>>>> it may not be clear to you that you need to remove a bunch from the > > >>>>> URL to find the extension package. In my opinion, it would be much > > >>>>> better to link to the package instead of the module file, like so: > > >>>>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/ > > >>>>> > > >>>>> I did some random spot checking, and this appears to be true for > > >>>>> every module shown there. > > >>>>> > > >>>>> -- > > >>>>> Jo Rhett > > >>>>> +1 (415) 999-1798 > > >>>>> Skype: jorhett > > >>>>> Net Consonance : net philanthropy to improve open source and internet > > >>>>> projects. > > >>>>> > > >>>> > > >>>> -- > > >>>> Jo Rhett > > >>>> +1 (415) 999-1798 > > >>>> Skype: jorhett > > >>>> Net Consonance : net philanthropy to improve open source and internet > > >>>> projects. > > >>>> > > >>>> > > >>> > > >>> -- > > >>> Jo Rhett > > >>> +1 (415) 999-1798 > > >>> Skype: jorhett > > >>> Net Consonance : net philanthropy to improve open source and internet > > >>> projects. > > >>> > > >>> > > >> > > >> -- > > >> Jo Rhett > > >> +1 (415) 999-1798 > > >> Skype: jorhett > > >> Net Consonance : net philanthropy to improve open source and internet > > >> projects. > > >> > > >> > > > > > > -- > > > Jo Rhett > > > +1 (415) 999-1798 > > > Skype: jorhett > > > Net Consonance : net philanthropy to improve open source and internet > > > projects. > > > > > > > > > > > > -- > Jo Rhett > +1 (415) 999-1798 > Skype: jorhett > Net Consonance : net philanthropy to improve open source and internet projects. > > From jblaine at kickflop.net Thu Dec 11 14:17:46 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Thu, 11 Dec 2014 14:17:46 -0500 Subject: [rt-users] *Some* attachments not clickable links? Message-ID: <5489EDDA.6030702@kickflop.net> We're experiencing something odd. Some tickets are not allowing the attachments under "Attachments" to be clicked in any way. Just the base filename is displayed. Some (most) tickets work fine. Any ideas for which rabbit hole to head down in order to figure this out? RT 4.2.5 From alexmv at bestpractical.com Thu Dec 11 14:26:15 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 11 Dec 2014 14:26:15 -0500 Subject: [rt-users] plugins link to module file, not package file In-Reply-To: References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> <0075EA30-5AC2-4FEF-A52F-772C5DAD188E@netconsonance.com> <3648449D-47DB-483D-8F29-C33E495B1021@netconsonance.com> <4CA40869-E0C3-482A-B883-80A5F64F37A3@netconsonance.com> Message-ID: <5489EFD7.7000103@bestpractical.com> On 12/11/2014 01:14 PM, Milt Epstein wrote: > Thought I'd chime in here. [...] And I'm going to step in before this gets any further out of hand. The amount of high dudgeon in this thread is not acceptable. If it continues, I _will_ turn on list moderation. Don't make me turn this car around, etc, etc. One concept to bear in mind is that replies to the mailing list are not merely addressed to the author of the previous post, but for the entirety of the mailing list, as well as any who come across it in searches later. If one finds a post overbearingly patronizing, remember that others who are less well-educated may yet find it useful. Milt: To clarify, Alex Peters, like the vast majority of the folks on this list, is a volunteer. Only those who post from @bestpractical.com addresses are Best Practical employees. Moving to the topic at hand: the links we provide are to the documentation of the module, not to the distribution page. This is intentional, soas to provide the user with a longer description of the extension first, to let them make a more informed decision as to whether the extension suits their needs. I'd be open to switching existing links from http://bestpractical.com/rt/extensions.html to point to the metacpan pages, rather than the search.cpan.org ones -- I, personally, have come to much prefer metacpan's UI. I'm unclear if that would address Jo's original confusion, however. We do not currently have a documentation page explaining how to download and install extensions. We quite probably should; patches accepted, bearing in mind that the exact installation steps vary from extension to extension. We generally do _no_ recommend using the cpan or cpanm command-line client to install RT extensions. Not only does this not suffice for RT installs that do not live in /opt/rt4, but -- more importantly -- it skips any database initialization steps that may be documented. Our suggested installation path is always to download the .tar.gz from CPAN, unpack it, and follow its README. - Alex From alex at peters.net Thu Dec 11 20:40:26 2014 From: alex at peters.net (Alex Peters) Date: Fri, 12 Dec 2014 01:40:26 +0000 Subject: [rt-users] plugins link to module file, not package file References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> <0075EA30-5AC2-4FEF-A52F-772C5DAD188E@netconsonance.com> <3648449D-47DB-483D-8F29-C33E495B1021@netconsonance.com> <4CA40869-E0C3-482A-B883-80A5F64F37A3@netconsonance.com> <5489EFD7.7000103@bestpractical.com> Message-ID: I support the idea of switching to MetaCPAN, which seems to be in active development and seems to generally get a lot more right in terms of modern website development. Plus, Download links are on the left there instead of the right. We've established that this is important. ;) Since RT extensions can come from many sources, I'd suggest that any RT documentation on how to download them shouldn't be too specific because then it might need to be updated when someone finds a new way to host them. Maybe "most of them are on CPAN/MetaCPAN and here's a link to a search that lists most of them" is enough? Since extension installation procedures are specific to each extension, I think installation documentation on RT's side would need to be nothing more than the sentence "consult the downloaded extension's documentation for installation instructions, especially whether any database changes need to be made." I must admit that I'd forgotten about potential database changes when I wrote everything above. -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Thu Dec 11 20:47:19 2014 From: alex at peters.net (Alex Peters) Date: Fri, 12 Dec 2014 01:47:19 +0000 Subject: [rt-users] Outgoing email text of a closing incident References: <547F10D1.9060500@govcert.hu> <5485839A.9030801@govcert.hu> Message-ID: I'm not familiar with RTIR but for RT, this text would be in a template. Do templates exist with RTIR? On Mon, 8 Dec 2014 9:55 pm "Tam?s, Sz?p" wrote: > No answers yet so it is still an open question. > > More precisely: where can I change the default outgoing email message > sent by the system to whom the Incident Report came when a whole case > (e.g. Report,Incidents and Investigations are all solved) is closed? > Is there a file for it (could not find it yet) or is it in the RT > database somewhere? > > Any help would be appreciated. > > Tamas > > on 2014.12.03. 14:32 "Tam?s, Sz?p" wrote: > > Hello all, > > > > where can I find and modify the text of the outgoing email when I close > > a whole Incident? > > > > Best regards, > > Tamas Szep > > GovCERT-Hungary > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Thu Dec 11 20:53:14 2014 From: alex at peters.net (Alex Peters) Date: Fri, 12 Dec 2014 01:53:14 +0000 Subject: [rt-users] Disable creation of tickets via email References: <5481AFC2.7010309@cdon.com> Message-ID: I see that you want to still accept email replies, so disabling the email address is not suitable. You might be able to play with rights, e.g. disabling the Create Ticket right for the Everyone group, but RT might still link incoming ticket creation mail to a privileged user by looking at the "From:" address of the email. I guess you want web creation only because the web interface presents custom fields. You could write a scrip that runs on ticket creation, checks for the correct entry of custom fields, and if there's a problem, sends a reply instructing the user to try again using the web form and closes the ticket as rejected. Would that be suitable? On Sat, 6 Dec 2014 12:20 am Fredrik Rambris wrote: > Hi, everybody. > > We run an old RT3 and we would like to change how users submit tickets. > Today they mail in tickets. We want to force them to submit via a web > form that then create the tickets with the required information. > > They should be able to add correspondance to an existing ticket as usual. > > I know how to make the webform thingy create tickets via CLI. I just > want to disable ticket creation via email. > > rt: "|/usr/sbin/rt-mailgate --queue 'General' --action correspond .... > > How can this be done? > > [CDON.COM] > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Thu Dec 11 23:20:05 2014 From: alex at peters.net (Alex Peters) Date: Fri, 12 Dec 2014 11:20:05 +0700 Subject: [rt-users] *Some* attachments not clickable links? In-Reply-To: <5489EDDA.6030702@kickflop.net> References: <5489EDDA.6030702@kickflop.net> Message-ID: Are you getting any strange output in RT's debug log when you display the ticket? Would you be willing to paste what HTML is being generated for the affected Attachments links? A quick look at the Ticket/Elements/ShowAttachments Mason component suggests that the links should always be clickable, even if they're malformed (and wouldn't necessarily go to an attachment). Seeing the HTML for a bad one might help someone in identifying what else might be contributing to the problem. On 12 December 2014 at 02:17, Jeff Blaine wrote: > > We're experiencing something odd. Some tickets are not allowing the > attachments under "Attachments" to be clicked in any way. Just the base > filename is displayed. > > Some (most) tickets work fine. > > Any ideas for which rabbit hole to head down in order to figure this out? > > RT 4.2.5 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Fri Dec 12 02:28:28 2014 From: jrhett at netconsonance.com (Jo Rhett) Date: Thu, 11 Dec 2014 23:28:28 -0800 Subject: [rt-users] moderation and personal attacks In-Reply-To: <5489EFD7.7000103@bestpractical.com> References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> <0075EA30-5AC2-4FEF-A52F-772C5DAD188E@netconsonance.com> <3648449D-47DB-483D-8F29-C33E495B1021@netconsonance.com> <4CA40869-E0C3-482A-B883-80A5F64F37A3@netconsonance.com> <5489EFD7.7000103@bestpractical.com> Message-ID: <4032852D-801F-4856-AC8E-51030712AD75@netconsonance.com> On Dec 11, 2014, at 11:26 AM, Alex Vandiver wrote: > And I'm going to step in before this gets any further out of hand. The > amount of high dudgeon in this thread is not acceptable. If it > continues, I _will_ turn on list moderation. Don't make me turn this > car around, etc, etc. I would appreciate it. I don?t come here to be personally insulted and attacked. What happened today is completely unacceptable in any business forum. > One concept to bear in mind is that replies to the mailing list are not > merely addressed to the author of the previous post, but for the > entirety of the mailing list, as well as any who come across it in > searches later. If one finds a post overbearingly patronizing, remember > that others who are less well-educated may yet find it useful. Did you read that multi-paragraph personal assault he posted? Do read that and find a single sentence in the first page of his reply that isn?t a personal attack. Please do find and share with me a single statement in those first three paragraphs that is educational or helpful to new members. (other than perhaps to warn them that they?re going to be abused if they ask questions here?) I had a very real point to make based on reality, with Alex Peters took and deliberately misrepresented so that he could check off every single box on the ?how to be a complete and total jerk to a sincere request? bingo card. That is what happened here. This is completely unacceptable in any forum. I am explicitly requesting that you enable moderation of this forum and prevent further attacks like this. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects. From jrhett at netconsonance.com Fri Dec 12 02:39:53 2014 From: jrhett at netconsonance.com (Jo Rhett) Date: Thu, 11 Dec 2014 23:39:53 -0800 Subject: [rt-users] suggestions for improvement In-Reply-To: <5489EFD7.7000103@bestpractical.com> References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> <0075EA30-5AC2-4FEF-A52F-772C5DAD188E@netconsonance.com> <3648449D-47DB-483D-8F29-C33E495B1021@netconsonance.com> <4CA40869-E0C3-482A-B883-80A5F64F37A3@netconsonance.com> <5489EFD7.7000103@bestpractical.com> Message-ID: <801BFA3A-3567-44AC-8B27-E207EBF29E33@netconsonance.com> On Dec 11, 2014, at 11:26 AM, Alex Vandiver wrote: > Moving to the topic at hand: the links we provide are to the > documentation of the module, not to the distribution page. This is > intentional, soas to provide the user with a longer description of the > extension first, to let them make a more informed decision as to whether > the extension suits their needs. Linking to the documentation makes sense. Linking to the module docs without any clear installation instructions does not. The concern here is that the installation process is not clear, and is *nowhere* made clear, that the extension is more than the single file. Many, many projects have extensions which are single files. Modern sysadmins install JS modules, Java plugins, browser plugins, Python modules, Ruby modules, Puppet modules, Chef cookbooks, Perl modules, etc. Even some of these configuration management packages are single files. The ones which aren?t contain clear instructions on how to install them. Even if one is an established Perl hacker, a large majority of CPAN modules are a single .pm file. The fact that one must download the entire package, not just the singular file, is not stated anywhere. This deserves clarity. In the current situation a person must be both an RT person and a Perl hacker to find their way through installing an extension. That?s a high bar that I don?t think helps your business. As I pointed out, I have more than 20 years of Perl experience and 10 years experience with RT and because I do things other than work on RT, and I was in the middle of a major number upgrade where everything could have changed, I made no assumption that extensions weren?t a single file. I?m a sysadmin who spent the last 16 months dealing with other software for which the extensions were a single file, and NOTHING IN YOUR DOCS TOLD ME OTHERWISE. Every system for which a plugin is multiple files focuses on, and makes obvious, how to install the plugin. To pick a random example, when I find an extension on the Puppet forge, the largest piece of text on that very first page is "Use this command to install the latest compatible version:? which is a specific command to install that module. Beneath it in smaller text is another link "Learn about installing and upgrading modules? which covers the general case. (see links at bottom of message) Obviously, if a confused person comes here Alex Peters? will abuse them and talk down to them about how they?re stupid for not using CPAN to download an install the module, even though there?s no documentation for doing that either. You would at least need to pass -I /opt/rt4/lib to your CPAN invocation for this to work. So they?ll get insulted, and it still won?t work. Do you really think they?ll post again? Or will they hire someone like me to replace RT instead? So far we have: 1. Innocent person won?t know what to do 2. Experienced perl hacker will probably do the wrong thing on instinct Best Practical is a professional company who makes money selling services to people using RT. In my experience as a consultant, I keep getting called out to sites to replace RT with ?something that works?. I usually find fairly trivial problems in the installation which solve the customer?s problems, but which could not be resolved from the documentation. Experienced sysadmins follow the available instructions, things blow up ? and they blame BP. Which frankly has some validity. It gives the sysadmin the impression that you can?t be bothered, and this attitude is projected onto your company and its support programs. > I'd be open to switching existing links from > http://bestpractical.com/rt/extensions.html to point to the metacpan > pages, rather than the search.cpan.org ones -- I, personally, have come > to much prefer metacpan's UI. I'm unclear if that would address Jo's > original confusion, however. I believe that anything which solves the basic confusion here will be an improvement. Links as simple as the following would be a big improvement. [Documentation] [Download] Something like what Puppet?s Forge, Ruby?s Supermarket, or any of these more successful extension lists do would be much much better. https://forge.puppetlabs.com/puppetlabs/stdlib http://cookbooks.opscode.com/cookbooks/mcollective ..etc I think the poor documentation causes BP to lose a lot of potential business, and you should consider this a priority. Or you can continue to allow personal attacks in this support forum, and I?ll start ripping RT out everywhere instead of fixing their installations and promoting your services to them. I do a lot of RT promotion for free, at zero gain to myself. I?m not going to do that in the face of personal attacks. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects. From alex at peters.net Fri Dec 12 06:21:52 2014 From: alex at peters.net (Alex Peters) Date: Fri, 12 Dec 2014 22:21:52 +1100 Subject: [rt-users] suggestions for improvement In-Reply-To: <801BFA3A-3567-44AC-8B27-E207EBF29E33@netconsonance.com> References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> <0075EA30-5AC2-4FEF-A52F-772C5DAD188E@netconsonance.com> <3648449D-47DB-483D-8F29-C33E495B1021@netconsonance.com> <4CA40869-E0C3-482A-B883-80A5F64F37A3@netconsonance.com> <5489EFD7.7000103@bestpractical.com> <801BFA3A-3567-44AC-8B27-E207EBF29E33@netconsonance.com> Message-ID: > > The concern here is that the installation process is not clear, and is > *nowhere* made clear, that the extension is more than the single file. > Many, many projects have extensions which are single files. Modern > sysadmins install JS modules, Java plugins, browser plugins, Python > modules, Ruby modules, Puppet modules, Chef cookbooks, Perl modules, etc. > Even some of these configuration management packages are single files. The > ones which aren?t contain clear instructions on how to install them. > It's not about whether an extension has a single file or not. To install any extension (be it for RT, or just Perl), you need a Makefile or a Makefile generator whether the installed result is a single file or many. The Makefile/Makefile generator is included in distributions. You don't get those things by downloading a single file. This isn't an RT-specific thing?this is a Perl thing. The only reason it has anything to do with RT is because of RT's design decision to use standard Perl modules for RT extensions. That's why I've suggested that RT's documentation should at least mention that fact. No Perl module is ever installed by downloading the .pm file and placing it somewhere. You need at least a .pm file and a Makefile, then you use the Makefile to install the Perl module. Or if there isn't a Makefile, you follow the specific instructions included in the README/INSTALL file of the distribution. That's why I said you only install distributions, not modules. Again, none of this is specific to RT?it's Perl. > Even if one is an established Perl hacker, a large majority of CPAN > modules are a single .pm file. The fact that one must download the entire > package, not just the singular file, is not stated anywhere. This deserves > clarity. > The fact that one must download the entire package is really emphasised by the fact that the only, single Download link on any CPAN page is the entire package, not just any singular file. You won't encounter any Download links for individual files for that very reason. I can't argue that that's not explicitly documented somewhere, but neither is it documented that you must download single files individually and manually because there's no Download link for individual files. No one should be doing that, so CPAN's site doesn't support that action. > Every system for which a plugin is multiple files focuses on, and makes > obvious, how to install the plugin. Perl's system is no exception. This information exists for almost every, if not every, RT extension/Perl module distribution in the form of included README and/or INSTALL files, as I mentioned in a previous post. > Obviously, if a confused person comes here Alex Peters? will abuse them > and talk down to them about how they?re stupid for not using CPAN to > download an install the module, even though there?s no documentation for > doing that either. There's no documentation on RT's side because this is a Perl issue. It's standard convention for all Perl modules. I don't think that RT's documentation should be a manual on how to use Perl. That said, I do believe (as I've already stated elsewhere in this thread) that perhaps RT's documentation should be upfront about "knowledge of installing Perl modules" being a prerequisite for administering RT extensions, and link to Perl's documentation on how to install modules in case that knowledge isn't already there. > You would at least need to pass -I /opt/rt4/lib to your CPAN invocation > for this to work. Actually, that's not correct. RT extensions have custom Module::Install functionality to either detect the correct RT library directory, ask for it, or retrieve it from the RTHOME environment variable (which I raised in one of my earliest posts in this thread). The custom functionality also puts the plugin's files under RT's library directory instead of in the standard Perl location for Perl modules. In any case, as Alex Vandiver pointed out somewhere in this thread, following the specific README/INSTALL instructions per RT extension is necessary in case installation involves things that can't be fully automated, such as database schema adjustments. Because every RT extension might have its own special installation instructions, RT's documentation really can't say anything more than "read the installation instructions included with the extension" or else important details might be missed. -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Fri Dec 12 06:42:31 2014 From: alex at peters.net (Alex Peters) Date: Fri, 12 Dec 2014 22:42:31 +1100 Subject: [rt-users] RT- Gantt chart Possible to increase the length allowed to display the task name ? In-Reply-To: References: Message-ID: Are you referring to the truncation of ticket subjects in the leftmost column of the Gantt chart? If so, you can do an ugly hack to the JSGantt extension code to remove that truncation. (I don't actually know why that truncation occurs; removing it causes no problems for me.) Look in $RTHOME/local/plugins/RT-Extension-JSGantt/lib/RT/Extension/JSGantt.pm for the line containing "substr" and change that line from this: name => ( $Ticket->id . ': ' . substr $subject, 0, 30 ), to this: name => ( $Ticket->id . ': ' . $subject ), Restart your RT server to see the effect. You will lose this hack (and have to redo it) if you upgrade the extension later (v1.02 has been released in the last day or so). On 10 December 2014 at 05:52, Gaston Huot wrote: > > Is it possible to increase the length allowed to display the task name in > the Gantt chart? > > Gaston Huot > 514.823-7202 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Fri Dec 12 06:55:20 2014 From: alex at peters.net (Alex Peters) Date: Fri, 12 Dec 2014 22:55:20 +1100 Subject: [rt-users] newbie script / Action question In-Reply-To: References: Message-ID: If you want RT to manage this, then I would agree that using a scrip is the correct way to move tickets into different queues based on the appearance of certain keywords in the subject. Another option would be to handle it at the MTA (e.g. procmail) level, and change the rt-mailgate command line accordingly per queue. Being an RT concern though, perhaps it's better to keep those rules within RT. If the scrips stop working again and are actually failing, they will definitely emit errors into the RT log (as long as the log is writeable, of course!). I wouldn't be too concerned about not seeing the "ChangeQueue" action in the drop-down list, because there's no way to pass parameters to such actions and in your case, because the destination queue varies based on subject, you'd need to pass a different queue as a parameter. Instead, perhaps just write a custom action that does the comparing and moving all in one go. Something like: my $subject = $self->TicketObj->Subject; my $queue; if ($subject =~ /regex1/) { $queue = 'queue-for-regex-1'; } elsif ($subject =~ /regex2/) { $queue = 'queue-for-regex-2'; } elsif ($subject =~ /regex3/) { $queue = 'queue-for-regex-3'; } $self->TicketObj->SetQueue($queue) if defined $queue; On 6 December 2014 at 05:06, Karres, Dean wrote: > > Hi, > > > > Please feel free to point me at the correct docs here. I think I am about > to get a handle on some RT related thing and then it turns to smoke in my > fingers :) > > > > Part of this is a ?Best Practices? question. We are testing RT at the > moment so playing around is fine with the goal of a solid system at the far > end. > > > > In our case I envision the following: a ?tree? of Queues ?rooted? at the > primary ?Helpdesk? queue. All initial Customer interactions should come > into the primary Helpdesk Queue. Then a combination of human interaction > and auto-filters should sort the inbound queue items into other ?Word > Queues?. > > > > The ?auto-filter? bit is where I am having some issues. I have seen the > doc at: http://requesttracker.wikia.com/wiki/WriteCustomAction on Custom > Actions. I have used the GUI interface to create two Scripts that look at > the main Queue and change the Queue for inbound tickets that have keywords > in the Subject. For example our Helpdesk sends special printing requests > to a printing department and a sub-set of the Helpdesk staff can handle a > limited number of trivial Personnel ?status? issues. > > > > The Best-Practice question is: is this the best way to deal with these > sorts of tickets and Queues? I just want to move tickets that > pattern-match X into special-queue-X. There will be several other queues > and the Helpdesk staff will sort inbound tickets into them as necessary. > > > > The tech question part has two parts: > > 1) I used the GUI to create the filters as I mentioned above. I saw > no errors in the creation and they worked for a couple of hours then > started failing for no obvious reason. During this same time I was > changing some MySQL innodb config options. But then this morning the > filter scripts magically started working again. I don?t understand why > they stopped or restarted. I am not seeing (or am not looking in the right > place) other debug info that might clue me in. > > 2) In the link above it talks about writing a module to perform the > action of the script(s). It talks about registering the modules. The > question here is really, while looking through /opt/rt4/lib/?/Actions I see > a ChangeQueue module/action. While creating the scripts through the GUI > the list of drop-down Actions did not include ?Change Queue?. That?s > really what I want to do here. Should that exist in the Action list? How > do I enable it if it should? > > > > > > Dean?K? > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Fri Dec 12 06:58:19 2014 From: alex at peters.net (Alex Peters) Date: Fri, 12 Dec 2014 22:58:19 +1100 Subject: [rt-users] Complex search for users, as for tickets In-Reply-To: <1417704594380-59111.post@n7.nabble.com> References: <1417704594380-59111.post@n7.nabble.com> Message-ID: I'm not aware of any functionality to search for users in the same manner as tickets (i.e. using TicketSQL), or to save those searches. Since saving user searches seems not possible, I would guess that showing users within dashboards is also not possible. On 5 December 2014 at 01:49, huotg01 wrote: > > Does the absence of answers means that the answer is "no way to do complex > searches on users list" ? > I someone knows for sure that it is not possible, please tell me. Thanks. > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Complex-search-for-users-as-for-tickets-tp59054p59111.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 Fri Dec 12 07:06:56 2014 From: alex at peters.net (Alex Peters) Date: Fri, 12 Dec 2014 23:06:56 +1100 Subject: [rt-users] Is it possible to change the date format for some specific searches In-Reply-To: References: Message-ID: If you're willing to write some code, you could create a callback that modifies the $COLUMN_MAP variable, which defines all of the different column types and how they are prepared. You could then create a column called "DueDate" which outputs just the date of the due date/time. Create $RTHOME/local/html/Callbacks/DueDate/Elements/RT__Ticket/ColumnMap/Once with this content: <%args> $COLUMN_MAP <%init> $COLUMN_MAP->{'DueDate'} = { title => 'Due', # loc attribute => 'Due', value => sub { my $ticket = shift; my $date = $ticket->DueObj; return '' if not $date->IsSet; return $date->Date; } }; Then, clear your Mason cache and restart your RT server: http://requesttracker.wikia.com/wiki/CleanMasonCache You should now see a "DueDate" choice when building searches. The code can be copied for other date/time values, or you could put a loop into the code above. On 5 December 2014 at 01:41, Gaston Huot wrote: > > Is it possible to change the date format for some specific searches (eg. > just the date without the time)? I don't want to change the general option > (in user General preferences). > > ' href="__WebPath__/Ticket/Display.html?id=__id__">__id__/TITLE:#', > ' href="__WebPath__/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject', > Owner, > *'__LastUpdated__/TITLE:MAJ'* > > > Gaston > 514.823-7202 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Fri Dec 12 07:10:10 2014 From: alex at peters.net (Alex Peters) Date: Fri, 12 Dec 2014 23:10:10 +1100 Subject: [rt-users] Howto overwrite user preferences In-Reply-To: <1978935434.272149.1417622303343.JavaMail.zimbra@desy.de> References: <1064514511.272116.1417622074485.JavaMail.zimbra@desy.de> <1978935434.272149.1417622303343.JavaMail.zimbra@desy.de> Message-ID: The sbin/rt-preferences-viewer script will at least let you view non-default user preferences, but not let you change them. I personally don't know of any way to programmatically alter them though. On 4 December 2014 at 02:58, Sternberger, Sven wrote: > > Hello! > > we will upgrade soon our RT from 3.8.7 to 4.2.9, and > I would like to initially set the preference > for Theme on System default (in our case now rudder) > > I found that the Preferences are stored in the DB in the table > Attributes with the Name Pref-RT::System-1, but is there a way > to override/alter them? > > In the content I only see something like > > BQkDAAAAARcDMTIwAAAAHFNlYXJjaFJlc3VsdHNSZWZyZXNoSW50ZXJ2YWw= > > regards! > > Sven > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Fri Dec 12 07:11:57 2014 From: alex at peters.net (Alex Peters) Date: Fri, 12 Dec 2014 23:11:57 +1100 Subject: [rt-users] how to provide the forward option to a user In-Reply-To: <010f01d00e5b$99fd46f0$cdf7d4d0$@us> References: <010f01d00e5b$99fd46f0$cdf7d4d0$@us> Message-ID: I think you would need to grant the ForwardMessage right to those users (or to some group of which they are a member). If your own RT account has the SuperUser right granted to it, that would explain why you already have the ability to forward. On 3 December 2014 at 05:12, Jeff Fioravanti wrote: > > I have two users who are asking for the forward option within RT. I > already have this option as part of my ability to reply-comment-forward so > I am surprised it is not available to these other users. How would I assign > this option to these other users? Thanks. > > > > *Jeff Fioravanti* > > Desktop Support Analyst > > jfioravanti at primax.us > > P 781-756-8247 (direct) | Fax 781-246-5609 > > > > [image: 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 alex at peters.net Fri Dec 12 07:15:01 2014 From: alex at peters.net (Alex Peters) Date: Fri, 12 Dec 2014 23:15:01 +1100 Subject: [rt-users] Script issue In-Reply-To: <1417453452181-59083.post@n7.nabble.com> References: <1417453452181-59083.post@n7.nabble.com> Message-ID: If you're the ticket owner and you're changing the status, by default, RT will not notify you about that action. To change that, go to the Mail section of your Preferences page and set "Outgoing mail" to Yes. Let us know if that doesn't give you the desired behaviour. On 2 December 2014 at 04:04, rgentil wrote: > > Hey guys, > > I'm not expert in RT yet but I'd like to be. I'm having a problem with one > of my scripts. > I created a script below: > > Condition - On Status Change > Action - Notify Owner, Requestors, CCs, Admins > Template - Status Change > Stage - Transaction Create > > If I send an email to support, I'll receive back the ticket number on > autoreply, but when the ticket change its status I'm not receiving a > notification or any mail back to let me know the ticket changed from "open" > to "assigned" or whatever status it is. I've been looking for everything on > the internet but I couldn't find any information that might help me. > > IF you could help me I really appreciate it. > > Thanks, > Renato Gentil > > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Script-issue-tp59083.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netcologne.de Fri Dec 12 07:15:33 2014 From: cloos at netcologne.de (Christian Loos) Date: Fri, 12 Dec 2014 13:15:33 +0100 Subject: [rt-users] Howto overwrite user preferences In-Reply-To: References: <1064514511.272116.1417622074485.JavaMail.zimbra@desy.de> <1978935434.272149.1417622303343.JavaMail.zimbra@desy.de> Message-ID: <548ADC65.4050101@netcologne.de> devel/tools/rt-attributes-editor http://www.bestpractical.com/docs/rt/4.2/rt-attributes-editor.html Am 12.12.2014 um 13:10 schrieb Alex Peters: > The sbin/rt-preferences-viewer script will at least let you view > non-default user preferences, but not let you change them. I personally > don't know of any way to programmatically alter them though. > > On 4 December 2014 at 02:58, Sternberger, Sven > wrote: > > Hello! > > we will upgrade soon our RT from 3.8.7 to 4.2.9, and > I would like to initially set the preference > for Theme on System default (in our case now rudder) > > I found that the Preferences are stored in the DB in the table > Attributes with the Name Pref-RT::System-1, but is there a way > to override/alter them? > > In the content I only see something like > > BQkDAAAAARcDMTIwAAAAHFNlYXJjaFJlc3VsdHNSZWZyZXNoSW50ZXJ2YWw= > > regards! > > Sven > From alex at peters.net Fri Dec 12 07:21:59 2014 From: alex at peters.net (Alex Peters) Date: Fri, 12 Dec 2014 23:21:59 +1100 Subject: [rt-users] OnCreate -> AdminCC -> Gmail (BCC) Not Showing Up? In-Reply-To: References: Message-ID: Can your single user see those tickets in the RT web interface? This ensures that the rights are configured correctly. It's possible that RT might not be sending mail because it identifies that user as the user creating the ticket, and by default, RT doesn't email a user about their own actions. You can go to the Mail section of the Preferences page for that user and set "Outgoing Mail" to Yes to be sure. If all else fails, consider activating RT's debug logging and see what gets generated. On 29 November 2014 at 10:51, T. Howell-Cintron wrote: > > I have a fresh installation. I created several queues, and a single > user, and added that user as the AdminCC to the queues. RT ships with > a scrip called "On Create Notify Owner and AdminCcs" which is enabled > and left to the default settings. I set up a few aliases from > addresses like support at kathera.org to similarly named RT queues, and > emails from any address are coming in to RT fine - they show up in the > web interface almost immediately - and the autoreply is being sent to > the requester as desired, but the AdminCC is not being notified of the > ticket creation (nor any other activity on the queue). Of course I've > checked all my filters and spam queues, to no avail. > > Sending a test message from djhednoiz at gmail.com to support at gmail.com, > which injects the message into the Support queue, of which > thowellcintron at gmail.com is an AdminCC: > > ==> /var/log/maillog <== > Nov 28 18:46:00 vps-1145625-18788 postfix/smtpd[27814]: connect from > mail-wi0-f172.google.com[209.85.212.172] > Nov 28 18:46:01 vps-1145625-18788 postfix/smtpd[27814]: 1DF91F5C807A: > client=mail-wi0-f172.google.com[209.85.212.172] > Nov 28 18:46:01 vps-1145625-18788 postfix/cleanup[27818]: > 1DF91F5C807A: message-id= i3mUrDLzirjhrpZ2b4AXw at mail.gmail.com> > Nov 28 18:46:01 vps-1145625-18788 postfix/qmgr[4474]: 1DF91F5C807A: > from=, size=1479, nrcpt=1 (queue active) > Nov 28 18:46:01 vps-1145625-18788 postfix/smtpd[27814]: disconnect > from mail-wi0-f172.google.com[209.85.212.172] > > ==> /var/log/messages <== > Nov 28 18:46:01 vps-1145625-18788 RT: [21684] > #1010/201 - Scrip > 7 On Create Autoreply To Requestors > > ==> /var/log/maillog <== > Nov 28 18:46:01 vps-1145625-18788 sendmail[27827]: sASNk1FV027827: > from=apache, size=2377, class=-60, nrcpts=1, > msgid=, > relay=apache at localhost > Nov 28 18:46:01 vps-1145625-18788 postfix/smtpd[27814]: connect from > localhost[127.0.0.1] > Nov 28 18:46:01 vps-1145625-18788 postfix/smtpd[27814]: E0C42F5C8817: > client=localhost[127.0.0.1] > Nov 28 18:46:02 vps-1145625-18788 postfix/cleanup[27818]: > E0C42F5C8817: message-id=< > rt-4.2.9-21684-1417218361-54.1010-7-0 at kathera.org> > Nov 28 18:46:02 vps-1145625-18788 postfix/qmgr[4474]: E0C42F5C8817: > from=, size=2763, nrcpt=1 (queue active) > Nov 28 18:46:02 vps-1145625-18788 sendmail[27827]: sASNk1FV027827: > to=djhednoiz at gmail.com, ctladdr=apache (48/48), delay=00:00:01, > xdelay=00:00:01, mailer=relay, pri=140377, relay=[127.0.0.1] > [127.0.0.1], dsn=2.0.0, stat=Sent (Ok: queued as E0C42F5C8817) > Nov 28 18:46:02 vps-1145625-18788 postfix/smtpd[27814]: disconnect > from localhost[127.0.0.1] > > ==> /var/log/messages <== > Nov 28 18:46:02 vps-1145625-18788 RT: [21684] > sent To: > djhednoiz at gmail.com > Nov 28 18:46:02 vps-1145625-18788 RT: [21684] > #1010/201 - Scrip > 8 On Create Notify Owner and AdminCcs > > ==> /var/log/maillog <== > Nov 28 18:46:02 vps-1145625-18788 sendmail[27829]: sASNk2aQ027829: > from=apache, size=3002, class=-60, nrcpts=1, > msgid=, > relay=apache at localhost > Nov 28 18:46:02 vps-1145625-18788 postfix/smtpd[27814]: connect from > localhost[127.0.0.1] > Nov 28 18:46:02 vps-1145625-18788 postfix/smtpd[27814]: 37948F5C8818: > client=localhost[127.0.0.1] > Nov 28 18:46:02 vps-1145625-18788 postfix/cleanup[27818]: > 37948F5C8818: message-id=< > rt-4.2.9-21684-1417218361-179.1010-8-0 at kathera.org> > Nov 28 18:46:02 vps-1145625-18788 sendmail[27829]: sASNk2aQ027829: > to=thowellcintron at gmail.com, ctladdr=apache (48/48), delay=00:00:00, > xdelay=00:00:00, mailer=relay, pri=141002, relay=[127.0.0.1] > [127.0.0.1], dsn=2.0.0, stat=Sent (Ok: queued as 37948F5C8818) > Nov 28 18:46:02 vps-1145625-18788 postfix/qmgr[4474]: 37948F5C8818: > from=, size=3387, nrcpt=1 (queue active) > Nov 28 18:46:02 vps-1145625-18788 postfix/smtpd[27814]: disconnect > from localhost[127.0.0.1] > > ==> /var/log/messages <== > Nov 28 18:46:02 vps-1145625-18788 RT: [21684] > sent Bcc: > thowellcintron at gmail.com > Nov 28 18:46:02 vps-1145625-18788 RT: [21684] > #1010/201 - > Scrip 9 On Create Notify Ccs > Nov 28 18:46:02 vps-1145625-18788 RT: [21684] > No recipients > found. Not sending. > Nov 28 18:46:02 vps-1145625-18788 RT: [21684] > #1010/201 - > Scrip 10 On Create Notify Other Recipients > Nov 28 18:46:02 vps-1145625-18788 RT: [21684] > No recipients > found. Not sending. > Nov 28 18:46:02 vps-1145625-18788 RT: [21684] Ticket 1010 created in > queue 'Support' by djhednoiz at gmail.com > > ==> /var/log/maillog <== > Nov 28 18:46:02 vps-1145625-18788 postfix/local[27822]: 1DF91F5C807A: > to=, orig_to=, > relay=local, delay=1.4, delays=0.22/0.02/0/1.2, dsn=2.0.0, status=sent > (delivered to command: /opt/rt4/bin/rt-mailgate --queue support > --action correspond --no-verify-ssl --url https://rt.kathera.org ) > Nov 28 18:46:02 vps-1145625-18788 postfix/qmgr[4474]: 1DF91F5C807A: removed > Nov 28 18:46:32 vps-1145625-18788 postfix/smtp[27828]: connect to > gmail-smtp-in.l.google.com[2607:f8b0:400d:c03::1a]:25: Connection > timed out > Nov 28 18:46:32 vps-1145625-18788 postfix/smtp[27830]: connect to > gmail-smtp-in.l.google.com[2607:f8b0:400d:c03::1b]:25: Connection > timed out > Nov 28 18:46:32 vps-1145625-18788 postfix/smtp[27828]: E0C42F5C8817: > to=, > relay=gmail-smtp-in.l.google.com[64.233.171.26]:25, delay=31, > delays=0.22/0.05/30/0.45, dsn=2.0.0, status=sent (250 2.0.0 OK > 1417218392 dl2si13416697qcb.19 - gsmtp) > Nov 28 18:46:32 vps-1145625-18788 postfix/qmgr[4474]: E0C42F5C8817: removed > Nov 28 18:46:33 vps-1145625-18788 postfix/smtp[27830]: 37948F5C8818: > to=, > relay=gmail-smtp-in.l.google.com[64.233.171.26]:25, delay=31, > delays=0.24/0.04/30/0.25, dsn=2.0.0, status=sent (250 2.0.0 OK > 1417218393 y20si13330616qay.132 - gsmtp) > Nov 28 18:46:33 vps-1145625-18788 postfix/qmgr[4474]: 37948F5C8818: removed > > > .. Again, I scoured my account thowellcintron at gmail.com and there is > no such message. I'm tempted to use a vanilla mail account outside of > Gmail to confirm that it's not a matter of filtering, but do you good > ladies and gentlemen see anything obviously amiss in my logs? > > With regards, > Tom Howell-Cintron > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Fri Dec 12 07:30:22 2014 From: alex at peters.net (Alex Peters) Date: Fri, 12 Dec 2014 23:30:22 +1100 Subject: [rt-users] rt 3.6.5 no longer sending emails In-Reply-To: References: Message-ID: RT::I18N::IsTextualContentType seems to have been introduced in RT v3.6.6, so your scrips are relying on a newer version of RT than is installed. This is a problem. I guess you will need to upgrade to at least RT v3.6.6 (although the RT 3.6 and RT 3.8 series are both officially unsupported, so RT 4.0+ is recommended). On 29 November 2014 at 04:55, Cajun X wrote: > > Hi, > > After updating RT to 3.6.5 on redhat it is no longer sending emails - see > error below > Would someone be able to point us in the right direction > > Sendmail is working correctly but RT is not sending the email to it as it > seems to bottom out with the following error > > > > > [error]: Scrip Prepare 6 died. - Undefined subroutine > &RT::I18N::IsTextualContentType called at > /usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm line 177. > > > > Stack: > > [/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:177] > > [/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/Notify.pm:67] > > [/usr/lib/perl5/vendor_perl/5.8.8/RT/ScripAction_Overlay.pm:234] > > [/usr/lib/perl5/vendor_perl/5.8.8/RT/Scrip_Overlay.pm:478] > > [/usr/lib/perl5/vendor_perl/5.8.8/RT/Scrips_Overlay.pm:239] > > [/usr/lib/perl5/vendor_perl/5.8.8/RT/Transaction_Overlay.pm:173] > > [/usr/lib/perl5/vendor_perl/5.8.8/RT/Record.pm:1461] > > [/usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm:2435] > > [/usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm:2348] > > [/usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Email.pm:777] > > [/usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway:61] > (/usr/lib/perl5/vendor_perl/5.8.8/RT/Scrip_Overlay.pm:481) > > > > ------------ > > we are also getting some more generic errors > > [warning]: Use of uninitialized value in string ne at > /usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web.pm line 1502. > (/usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web.pm:1502) > > > ---- > > [warning]: Use of uninitialized value in string ne at > /usr/lib/perl5/vendor_perl/5.8.8/RT/Report/Tickets.pm line 406. > (/usr/lib/perl5/vendor_perl/5.8.8/RT/Report/Tickets.pm:406) > [warning]: Use of uninitialized value in substitution (s///) at > /usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web.pm line 632. > (/usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web.pm:632) > [warning]: Use of uninitialized value in pattern match (m//) at > /usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm line 396. > (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:396) > [warning]: Use of uninitialized value in concatenation (.) or string at > /usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm line 413. > (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:413) > [warning]: Encode::Guess failed: ; fallback to iso-8859-1 > (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:413) > [warning]: Use of uninitialized value in pattern match (m//) at > /usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm line 396. > (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:396) > [warning]: Use of uninitialized value in concatenation (.) or string at > /usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm line 413. > (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:413) > [warning]: Encode::Guess failed: ; fallback to iso-8859-1 > (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:413) > [error]: Scrip Prepare 4 died. - Undefined subroutine > &RT::I18N::IsTextualContentType called at > /usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm line 177. > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netcologne.de Fri Dec 12 07:32:00 2014 From: cloos at netcologne.de (Christian Loos) Date: Fri, 12 Dec 2014 13:32:00 +0100 Subject: [rt-users] Complex search for users, as for tickets In-Reply-To: References: Message-ID: <548AE040.80106@netcologne.de> Am 26.11.2014 um 14:55 schrieb Gaston Huot: > Is it possible in RT to : > > * do a search for users with some search parameters? > * as for tickets, include this search within a dashboard ? If the search parameters are static you can write a new portlet [1] which you can include in an dashboard. Chris [1] https://github.com/bestpractical/rt/blob/fa52686ac781509d22a3d838f3b80a47f463a287/docs/writing_portlets.pod From alex at peters.net Fri Dec 12 07:33:20 2014 From: alex at peters.net (Alex Peters) Date: Fri, 12 Dec 2014 23:33:20 +1100 Subject: [rt-users] save addresses on tickets In-Reply-To: <5476FCF4.6010400@netcologne.de> References: <5476FCF4.6010400@netcologne.de> Message-ID: Do you have the option of using a multi-line custom field and writing one address per line? As far as I can see, that's the only really sane way to store multiple free-form values per ticket. This is a bit "dirtier," but could you create an "Address" queue, an Address ticket for each address and then just link the other tickets to the Address tickets as needed? This would at least make searching for tickets by address very easy. On 27 November 2014 at 21:29, Christian Loos wrote: > > Hi, > > has anyone made a local modification to save addresses on tickets? > I'm looking for ideas how to implement this. > > Our requirements: > * multiple addresses per ticket > * address types (postal, installation) > * search tickets by address > > We currently use CustomFields (Street, City, ZIP), but can't save more > than one address per ticket with this. > > Chris > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Fri Dec 12 13:06:41 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 12 Dec 2014 13:06:41 -0500 Subject: [rt-users] Documentation for installing extensions In-Reply-To: <801BFA3A-3567-44AC-8B27-E207EBF29E33@netconsonance.com> References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> <0075EA30-5AC2-4FEF-A52F-772C5DAD188E@netconsonance.com> <3648449D-47DB-483D-8F29-C33E495B1021@netconsonance.com> <4CA40869-E0C3-482A-B883-80A5F64F37A3@netconsonance.com> <5489EFD7.7000103@bestpractical.com> <801BFA3A-3567-44AC-8B27-E207EBF29E33@netconsonance.com> Message-ID: <548B2EB1.9060406@bestpractical.com> On 12/12/2014 02:39 AM, Jo Rhett wrote: > On Dec 11, 2014, at 11:26 AM, Alex Vandiver > wrote: >> Moving to the topic at hand: the links we provide are to the >> documentation of the module, not to the distribution page. This >> is intentional, soas to provide the user with a longer description >> of the extension first, to let them make a more informed decision >> as to whether the extension suits their needs. > > Linking to the documentation makes sense. Linking to the module docs > without any clear installation instructions does not. Picking a commonly-used module, RT::Extension::SLA, and looking at the documentation we link to: http://search.cpan.org/~alexmv/RT-Extension-SLA-1.03/lib/RT/Extension/SLA.pm#INSTALLATION It contains an "INSTALLING" section which details the steps necessary to install the module. I believe that all, or nearly all, of the modules that Best Practical places on CPAN have a similar section. > Even if one is an established Perl hacker, a large majority of CPAN > modules are a single .pm file. The fact that one must download the > entire package, not just the singular file, is not stated anywhere. > This deserves clarity. Can you point me at documentation which suggests downloading one file from CPAN and putting it in place manually? Perl's own core documentation (http://perldoc.perl.org/perlmodinstall.html ) suggests: * downloading a .tar.gz file * unpacking it * running `perl Makefile.PL` * followed by running `make install` Note the date in the footer: written 1998, and last updated 2003; these are not new suggestions. A search for "install perl module" additionally confirms that the steps are what are, by and large, suggested everywhere. These are thus the steps which RT extensions mirror in their installation. This is not to say that we cannot make RT's documentation on this subject clearer. I'm happy to take patches atop the docs I just pushed: https://github.com/bestpractical/rt/blob/4.2/installing-extensions/docs/extensions.pod > I believe that anything which solves the basic confusion here will be > an improvement. Links as simple as the following would be a big > improvement. [Documentation] [Download] *nod* Makes sense, and shouldn't be hard. I'll add a direct download link to the Extensions page. - Alex N.B. I have intentionally snipped all discussion of insulting behavior. Bringing up that topic further is not productive, and, itself, does not contribute to a welcoming atmosphere. Keep the discussion here technical, not emotional. From bbaker at copesan.com Fri Dec 12 17:21:49 2014 From: bbaker at copesan.com (Bryon Baker) Date: Fri, 12 Dec 2014 22:21:49 +0000 Subject: [rt-users] Trying to shred a ticket Message-ID: I am trying to shred a ticket and I am issuing the following command. /opt/rt4/sbin/rt-shredder ?force --plugin 'Tickets=query,Id=145013' I want this ticket to just go away. I am getting the following error. [28230] [Fri Dec 12 22:14:02 2014] [warning]: Too late to safely run transaction-batch scrips! This is typically caused by using ticket objects at the top-level of a script which uses the RT API. Be sure to explicitly undef such ticket objects, or put them inside of a lexical scope. at /opt/rt4/sbin/../lib/RT/Ticket.pm line 2615, line 1 during global destruction. (/opt/rt4/sbin/../lib/RT/Ticket.pm:2615) I am running RT 4.2.3 Copyright 1996-2014 Thanks for any help I can get. 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 bbaker at copesan.com Fri Dec 12 18:05:33 2014 From: bbaker at copesan.com (Bryon Baker) Date: Fri, 12 Dec 2014 23:05:33 +0000 Subject: [rt-users] Trying to shred a ticket Message-ID: An Update I found information about Dependencies and raised the limit to 100000 which does not seem to help. Also the only scripts running against this tick is an action using rt-crontool. Here is the full error /opt/rt4/sbin/rt-shredder --plugin 'Tickets=query,Id=145013' SQL dump file is '/home/admin/20141212T230121-0001.sql' Next 1 objects would be deleted: RT::Ticket-145013 object Do you want to proceed? [y/N] y ERROR: Dependencies list has reached its limit. See $RT::DependenciesLimit in RT::Shredder docs. [30789] [Fri Dec 12 23:01:57 2014] [warning]: Too late to safely run transaction-batch scrips! This is typically caused by using ticket objects at the top-level of a script which uses the RT API. Be sure to explicitly undef such ticket objects, or put them inside of a lexical scope. at /opt/rt4/sbin/../lib/RT/Ticket.pm line 2615, line 1 during global destruction. (/opt/rt4/sbin/../lib/RT/Ticket.pm:2615) Again thanks for any help and or pointer given. 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: Bryon Baker Sent: Friday, December 12, 2014 4:22 PM To: rt-users Subject: Trying to shred a ticket I am trying to shred a ticket and I am issuing the following command. /opt/rt4/sbin/rt-shredder ?force --plugin 'Tickets=query,Id=145013' I want this ticket to just go away. I am getting the following error. [28230] [Fri Dec 12 22:14:02 2014] [warning]: Too late to safely run transaction-batch scrips! This is typically caused by using ticket objects at the top-level of a script which uses the RT API. Be sure to explicitly undef such ticket objects, or put them inside of a lexical scope. at /opt/rt4/sbin/../lib/RT/Ticket.pm line 2615, line 1 during global destruction. (/opt/rt4/sbin/../lib/RT/Ticket.pm:2615) I am running RT 4.2.3 Copyright 1996-2014 Thanks for any help I can get. 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 alex at peters.net Fri Dec 12 19:17:42 2014 From: alex at peters.net (Alex Peters) Date: Sat, 13 Dec 2014 00:17:42 +0000 Subject: [rt-users] Enable requestors to view ticket without logging in References: Message-ID: By default, RT's templates to non-RT-users doesn't have URLs to the tickets. Did you change the templates? Would removing the URLs from the customer-facing templates be enough? On Wed, 29 Oct 2014 7:51 pm Rinke Colen wrote: > L.S. > > I have set up user accounts for IT staff, but not for any other > people. There is no LDAP or other directory integration. We have only > internal customers. > > Customers create tickets by sending an email. The automated response > contains a link to the ticket. When the requestor follows that link, > they are required to log in. Since they don't have a user account they > can't. > > How can I enable requestors to view their tickets without logging in? > -- > RT Training November 4 & 5 Los Angeles > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From sven.sternberger at desy.de Fri Dec 12 20:19:09 2014 From: sven.sternberger at desy.de (Sternberger, Sven) Date: Sat, 13 Dec 2014 02:19:09 +0100 (CET) Subject: [rt-users] Howto overwrite user preferences In-Reply-To: <548ADC65.4050101@netcologne.de> References: <1064514511.272116.1417622074485.JavaMail.zimbra@desy.de> <1978935434.272149.1417622303343.JavaMail.zimbra@desy.de> <548ADC65.4050101@netcologne.de> Message-ID: <1282911494.34387.1418433549771.JavaMail.zimbra@desy.de> This is a good link. I hacked a small script based on rt-attributes-editor. Which allows you to modify or delete the content field in attributes. useful to change for all user the default stylesheet thanks sven ----- Urspr?ngliche Mail ----- > Von: "Christian Loos" > An: "Alex Peters" , "Sven Sternberger" > CC: rt-users at lists.bestpractical.com > Gesendet: Freitag, 12. Dezember 2014 13:15:33 > Betreff: Re: Howto overwrite user preferences > > devel/tools/rt-attributes-editor > > http://www.bestpractical.com/docs/rt/4.2/rt-attributes-editor.html > > Am 12.12.2014 um 13:10 schrieb Alex Peters: > > The sbin/rt-preferences-viewer script will at least let you view > > non-default user preferences, but not let you change them. I personally > > don't know of any way to programmatically alter them though. > > > > On 4 December 2014 at 02:58, Sternberger, Sven > > wrote: > > > > Hello! > > > > we will upgrade soon our RT from 3.8.7 to 4.2.9, and > > I would like to initially set the preference > > for Theme on System default (in our case now rudder) > > > > I found that the Preferences are stored in the DB in the table > > Attributes with the Name Pref-RT::System-1, but is there a way > > to override/alter them? > > > > In the content I only see something like > > > > BQkDAAAAARcDMTIwAAAAHFNlYXJjaFJlc3VsdHNSZWZyZXNoSW50ZXJ2YWw= > > > > regards! > > > > Sven > > > > -------------- next part -------------- A non-text attachment was scrubbed... Name: rt-attributes-modify Type: application/x-perl Size: 3909 bytes Desc: not available URL: From alex at peters.net Fri Dec 12 23:16:11 2014 From: alex at peters.net (Alex Peters) Date: Sat, 13 Dec 2014 04:16:11 +0000 Subject: [rt-users] Continued Migrations Questions - References: Message-ID: Did you end up resolving this? If I understand correctly, you want outgoing mail that has a different domain in the From: address to be sent through the SMTP server belonging to that domain (i.e. a remote SMTP server). I don't believe that's possible within RT itself. On Thu, 23 Oct 2014 2:36 am Matt Wells wrote: > On my continued migration from ZenDesk I've come across something that > honestly I've not done with RT. Templates, Queues and app configuration, I > feel good with. > Something unique to my current workplace is the need for multiple domains > email addresses. > I know I can catch this downstream in a postfix server and write a filter > for it but I wanted to see if RT could do it. > > My domain is example.com > Queue 1 Email - support at example.com > Queue 2 Email - noc at example.com > Queue 3 Email - support at companyabc.com > > I need to relay mail through their smtp system. Can you do that per > queue? Like I said, I can catch it downstream with postfix but something > in the app would just be cleaner. > > Honestly, it's been a while since I ran RT in the workplace and I had > forgotten how awesome these groups are. > -- > RT Training November 4 & 5 Los Angeles > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Fri Dec 12 23:21:14 2014 From: alex at peters.net (Alex Peters) Date: Sat, 13 Dec 2014 04:21:14 +0000 Subject: [rt-users] Dashboard E-Mail in MS Outlook References: <5444C2DC.2040301@netcologne.de> Message-ID: I had a similar problem with dashboards appearing unformatted within Gmail. This was because Gmail only honours styles defined at the tag level, not in a -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Sat Dec 13 00:42:42 2014 From: alex at peters.net (Alex Peters) Date: Sat, 13 Dec 2014 16:42:42 +1100 Subject: [rt-users] copying/pasting current Starts date into field changes Starts date Message-ID: I have an RT user account whose date display format is RFC2822, and a ticket whose Starts value is Mon, 15 Dec 2014 18:19:28 +1100. As that user, if I go to that ticket's Dates page, copy the Starts value from the brackets into the text field and hit submit, the Starts value rewinds by 11 hours (the GMT offset of the RT installation): Starts changed from Mon, 15 Dec 2014 18:19:28 +1100 to Mon, 15 Dec 2014 07:19:28 +1100 In other words, the GMT offset seems to be reversed. Should this be considered a bug? I realise that Time::ParseDate is responsible for handling all dates entered into those text fields, but I wonder whether perhaps RT should additionally try to parse any input as if it were in the current display format (or perhaps any of the available display formats) before resorting to Time::ParseDate. I'm experiencing this on RT v4.2.7, although the v4.2.8 and v4.2.9 release notes suggest that they'd also exhibit this behaviour. -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Sat Dec 13 03:03:41 2014 From: alex at peters.net (Alex Peters) Date: Sat, 13 Dec 2014 19:03:41 +1100 Subject: [rt-users] quick-set Starts date In-Reply-To: <524815224EA2F649982D6A7BCD53BDFE220435BE@DCEEXMBX04.ger.win.int.kn> References: <524815224EA2F649982D6A7BCD53BDFE220418F0@DCEEXMBX04.ger.win.int.kn> <524815224EA2F649982D6A7BCD53BDFE220435BE@DCEEXMBX04.ger.win.int.kn> Message-ID: I've pushed my changes to GitHub: https://github.com/tbrumm/RT-Extension-StartsButtons/pull/1 Thanks again for your efforts. On 3 December 2014 at 22:15, Brumm, Torsten / Kuehne + Nagel / Ham GI-ID < torsten.brumm at kuehne-nagel.com> wrote: > > Hi Alex, > > sounds good to me, waiting to see your changes > > > Torsten > > > > *Von:* Alex Peters [mailto:alex at peters.net] > *Gesendet:* Mittwoch, 3. Dezember 2014 08:39 > *An:* Brumm, Torsten / Kuehne + Nagel / Ham GI-ID > *Cc:* rt-users at lists.bestpractical.com > *Betreff:* Re: [rt-users] quick-set Starts date > > > > This is a great starting point! Thanks very much. > > > > I intend to modify the code you've provided in the following ways: > > - provide an option not to stall the tickets > - use free-form dates and times (e.g. "8pm today", "midnight tomorrow") > - define the desired buttons via RT_SiteConfig.pm > - make the dates/times relative to the time of the button being > pressed, not the time of the Display page being loaded > > When I get around to that, and if I can do these changes in a way that > would make sense for that plugin, I'll gladly send you a GitHub pull > request. > > > > 2014-12-02 22:01 GMT+09:00 Brumm, Torsten / Kuehne + Nagel / Ham GI-ID < > torsten.brumm at kuehne-nagel.com>: > > Hi Alex, > > just spent a few minutes to change the original RT-Extension-DueButtons to > StartsButtons: > > > > https://github.com/tbrumm/RT-Extension-StartsButtons > > > > Have fun. > > > > *Von:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *Im > Auftrag von *Alex Peters > *Gesendet:* Dienstag, 2. Dezember 2014 03:23 > *An:* rt-users at lists.bestpractical.com > *Betreff:* [rt-users] quick-set Starts date > > > > I want to be able to quickly adjust a ticket's Starts date from the > ticket's Display view without going to the ticket's Dates page and manually > entering the date. > > > > For example, having a "Starts" top-level menu item next to "Actions" with > sub-entries "tomorrow morning," "next week" etc. would achieve this nicely. > > > > Has anyone already done something like this? Any recommended approaches? > Is there a best-practice way for submitting a POST request from that menu, > or would I have to do it as a GET request? Is anyone aware of a plugin > that works in a similar manner? Any pointers on which callbacks I should > target? > > > 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 chrisherrmann7 at gmail.com Sat Dec 13 17:48:25 2014 From: chrisherrmann7 at gmail.com (Chris Herrmann) Date: Sun, 14 Dec 2014 09:48:25 +1100 Subject: [rt-users] Continued Migrations Questions Message-ID: Hi, You're after a branded queue. Sorry don't have the doco to hand, but hopefully searching for that term will help. Regards, -- Chris Herrmann Far Edge +612 84251400 +614 03393309 http://www.faredge.com.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Sun Dec 14 20:25:53 2014 From: jrhett at netconsonance.com (Jo Rhett) Date: Sun, 14 Dec 2014 17:25:53 -0800 Subject: [rt-users] docs improvement suggestion for full-text searching In-Reply-To: <5485FAE6.7050306@bestpractical.com> References: <64E8C497-586D-4F79-A9B2-5300734542A1@netconsonance.com> <54773B7F.40604@bestpractical.com> <57C1E712-1C86-413C-B89D-C7637C860C68@netconsonance.com> <547CA38A.9000205@bestpractical.com> <5481D82E.6060703@bestpractical.com> <8DC32126-3E51-4125-954C-F36253E5F2F0@netconsonance.com> <5485FAE6.7050306@bestpractical.com> Message-ID: On 12/08/2014 01:12 PM, Jo Rhett wrote: >> Sphinx refuses to run without that parameter. Which given that it >> wasn?t defined in the file they really should have set the default >> appropriately and not whined at the user, but this is the version of >> Sphinx currently in RHEL EPEL so there?s going to be a lot of >> RHEL/CentOS users running into this problem. On Dec 8, 2014, at 11:24 AM, Alex Vandiver wrote: > I can't replicate the compat_sphinxql_magics problems you report with a > stock Sphinx 2.0.8 from EPEL on CentOS 6. With a stock configuration as > provided by 4.2-trunk, indexer runs with no errors (see below). If it RT's use of sphinx requires the daemon to answer, which you didn?t start. With your example file when I start the daemon I get this error: # service searchd start Starting searchd: Sphinx 2.0.8-id64-release (r3831) Copyright (c) 2001-2012, Andrew Aksyonoff Copyright (c) 2008-2012, Sphinx Technologies Inc (http://sphinxsearch.com) using config file '/etc/sphinx/sphinx.conf'... WARNING: compat_sphinxql_magics=1 is deprecated; please update your application and config Note that your file doesn?t contain magics=1. So I totally agree that it?s an annoying bug that the developers should fix, but it?s also something you can avoid by putting it in the file you output. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects. From shrikant.mhatre at iotgroup.in Sun Dec 14 23:10:19 2014 From: shrikant.mhatre at iotgroup.in (Shrikant Mhatre) Date: Mon, 15 Dec 2014 09:40:19 +0530 Subject: [rt-users] How to delete a asset record from the Asset Tracker using shredder Message-ID: <548E5F2B.9060705@iotgroup.in> Hi Team, I wanted the steps to delete a wrongly created asset from the Asset Tracker ( 1.02) Database in RT 4.2.9 I cannot find any write up apart from the "delete" section of the asset tracker extension documentation. -- *Shrikant Mhatre* *IOT InfraStructure & Energy Services Ltd* Plot Y2, CEAT Tyre Road, Near Nahur Railway Station, Bhandup (West), Mumbai 400078. Contact : +91 22 61524 500/600/700/800/900 _www.iotinfraenergy.com _ Disclaimer: This e-mail transmission and any documents, files, or previous e-mail messages appended or attached to it, may contain information that is confidential or legally privileged. If you are not the intended recipient, or a person responsible for delivering it to the intended recipient, you are hereby notified that you must not read this transmission and that any disclosure, copying, printing, distribution, or use of the information contained or attached to this transmission is STRICTLY PROHIBITED. If you have received this transmission in error, please immediately notify the sender by return e-mail message (shrikant.mhatre at iotgroup.in) and delete the original transmission, its attachments, and any copies without reading or saving in any manner. Thank you. Disclaimer: This e-mail transmission and any documents, files, or previous e-mail messages appended or attached to it, may contain information that is confidential or legally privileged. If you are not the intended recipient, or a person responsible for delivering it to the intended recipient, you are hereby notified that you must not read this transmission and that any disclosure, copying, printing, distribution, or use of the information contained or attached to this transmission is STRICTLY PROHIBITED. If you have received this transmission in error, please immediately notify the sender by return e-mail message (shrikant.mhatre at iotgroup.in) and delete the original transmission, its attachments, and any copies without reading or saving in any manner. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Mon Dec 15 09:51:30 2014 From: bbaker at copesan.com (Bryon Baker) Date: Mon, 15 Dec 2014 14:51:30 +0000 Subject: [rt-users] Trying to shred a ticket In-Reply-To: References: Message-ID: Just wondering if anyone can shed some light on how to delete this ticket? Thanks for the help Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 ? 262-783-6261 ext. 2296 bbaker at copesan.com 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: Friday, December 12, 2014 5:06 PM To: rt-users Subject: Re: [rt-users] Trying to shred a ticket An Update I found information about Dependencies and raised the limit to 100000 which does not seem to help. Also the only scripts running against this tick is an action using rt-crontool. Here is the full error /opt/rt4/sbin/rt-shredder --plugin 'Tickets=query,Id=145013' SQL dump file is '/home/admin/20141212T230121-0001.sql' Next 1 objects would be deleted: RT::Ticket-145013 object Do you want to proceed? [y/N] y ERROR: Dependencies list has reached its limit. See $RT::DependenciesLimit in RT::Shredder docs. [30789] [Fri Dec 12 23:01:57 2014] [warning]: Too late to safely run transaction-batch scrips! This is typically caused by using ticket objects at the top-level of a script which uses the RT API. Be sure to explicitly undef such ticket objects, or put them inside of a lexical scope. at /opt/rt4/sbin/../lib/RT/Ticket.pm line 2615, line 1 during global destruction. (/opt/rt4/sbin/../lib/RT/Ticket.pm:2615) Again thanks for any help and or pointer given. 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: Bryon Baker Sent: Friday, December 12, 2014 4:22 PM To: rt-users Subject: Trying to shred a ticket I am trying to shred a ticket and I am issuing the following command. /opt/rt4/sbin/rt-shredder ?force --plugin 'Tickets=query,Id=145013' I want this ticket to just go away. I am getting the following error. [28230] [Fri Dec 12 22:14:02 2014] [warning]: Too late to safely run transaction-batch scrips! This is typically caused by using ticket objects at the top-level of a script which uses the RT API. Be sure to explicitly undef such ticket objects, or put them inside of a lexical scope. at /opt/rt4/sbin/../lib/RT/Ticket.pm line 2615, line 1 during global destruction. (/opt/rt4/sbin/../lib/RT/Ticket.pm:2615) I am running RT 4.2.3 Copyright 1996-2014 Thanks for any help I can get. 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 mmcgrath at carthage.edu Mon Dec 15 11:53:55 2014 From: mmcgrath at carthage.edu (Max McGrath) Date: Mon, 15 Dec 2014 10:53:55 -0600 Subject: [rt-users] Customiz theme -- Title Bar Message-ID: Hi all - Running RT 4.2.9 and it seems as though that I can't customize the color of the *Title Bar*. Changing the color of any other page section works fine. I've tried in multiple browsers and get the same result. Is this a known bug? Or am I missing something? -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Sun Dec 14 20:19:31 2014 From: jrhett at netconsonance.com (Jo Rhett) Date: Sun, 14 Dec 2014 17:19:31 -0800 Subject: [rt-users] unordered mismash of upgrade instructions In-Reply-To: <5480DB4B.1060008@bestpractical.com> References: <5480DB4B.1060008@bestpractical.com> Message-ID: <1B0CAEC0-34C4-42B4-BE95-6ED4B5980B56@netconsonance.com> On 11/26/2014 05:32 PM, Jo Rhett wrote: >> I?m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. I?m >> liking the changes. Glad to see RTFM integrated. My one big question >> here that I think the documentation could definitely improve upon, is >> what order to do the changes in? There are changes in every one of >> these pages and there?s no clear outline for which ones go first. >> >> https://www.bestpractical.com/docs/rt/4.2/README.html >> ?(list of files)... On Dec 4, 2014, at 2:08 PM, Alex Vandiver wrote: > Step (2) and (6b) of this address the other files. These are the sections of which my complaint is generated. Yes, they list the entire stack of docs which should be read. That?s how I knew the list I posted. But there is no ordering information included here. > The top of > UPGRADING.mysql even tells you to start there. A bug in the POD -> html > (now fixed) causes it to not show up in the website, but it's in the > shipped docs/UPGRADING.mysql in the source tarball. Yes the revised page is more clear. It?s still not the easiest to track instruction. You could easily demonstrate this with screenshots in a way that someone could follow. Furthermore, this phrasing is very confusing and implies that nothing else in the documentation applies. > ? You are upgrading RT from a version prior to 3.8.0, on any version of MySQL > > ? You are migrating from MySQL 4.0 to MySQL 4.1 or above > > If neither of the above cases apply, your should upgrade as per the instructions in the README. So if I am upgrading MySQL 5.1 with RT 3.8.5 I shouldn?t read any farther, right? I don?t think that?s what you intended to say. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects. From jrhett at netconsonance.com Sun Dec 14 19:23:47 2014 From: jrhett at netconsonance.com (Jo Rhett) Date: Sun, 14 Dec 2014 16:23:47 -0800 Subject: [rt-users] Documentation for installing extensions In-Reply-To: <548B2EB1.9060406@bestpractical.com> References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> <0075EA30-5AC2-4FEF-A52F-772C5DAD188E@netconsonance.com> <3648449D-47DB-483D-8F29-C33E495B1021@netconsonance.com> <4CA40869-E0C3-482A-B883-80A5F64F37A3@netconsonance.com> <5489EFD7.7000103@bestpractical.com> <801BFA3A-3567-44AC-8B27-E207EBF29E33@netconsonance.com> <548B2EB1.9060406@bestpractical.com> Message-ID: <591FBCC8-3AC3-4E62-9EB0-440963108CB4@netconsonance.com> On 12/12/2014 02:39 AM, Jo Rhett wrote: >> Linking to the documentation makes sense. Linking to the module docs >> without any clear installation instructions does not. On Dec 12, 2014, at 10:06 AM, Alex Vandiver wrote: > Picking a commonly-used module, RT::Extension::SLA, and looking at the > documentation we link to: > > http://search.cpan.org/~alexmv/RT-Extension-SLA-1.03/lib/RT/Extension/SLA.pm#INSTALLATION > > It contains an "INSTALLING" section which details the steps necessary to > install the module. I believe that all, or nearly all, of the modules > that Best Practical places on CPAN have a similar section. I?m not sure where you are looking. I?m at https://www.bestpractical.com/rt/extensions.html and it links to https://metacpan.org/pod/RT::Extension::SLA without #INSTALLATION. None of the modules I looked at or included in my original report linked to an INSTALLATION section. In a section below I go through the first six modules provided by BP, and not a single one of them links to installation instructions, and most of them don?t have that section at all. It seems you?ve updated this to link to MetaCPAN now. That does look better, but I?m not sure that the ?Source Code? link is truly an improvement, for a reason I?ll describe in my next reply below (read down) > Can you point me at documentation which suggests downloading one file > from CPAN and putting it in place manually? Perl's own core > documentation (http://perldoc.perl.org/perlmodinstall.html ) suggests: And this is the core issue that both you and Alex Peters seem to be hung up on, which I keep addressing over and over again but it?s not getting through. Let me try another way. Puppet is written in Ruby. Puppet modules are written in Ruby and Puppet Ruby-DSL. If you want to write a really good Puppet module, you need to be a Ruby coder. HOWEVER, tens if not hundreds of thousands of people use Puppet and install Puppet modules (e.g. extensions) without knowing how to code in Ruby, without having read the Ruby documentation, and without being able to write a single line of Ruby code. They are able to install and use Puppet extensions, without ever learning Ruby. I would think that this would be a desirable situation for RT. Nearly nobody is hiring these days for Perl knowledge, and that every company I?ve worked at in the last 10 years has been replacing and removing Perl in favor of Python or Ruby. There are numerous places who have refused to consider RT simply because they don?t support Perl. Given this environment today, there is significant advantage for Best Practical to lower that barrier to entry, and make RT work without Perl competency. Obviously there are numerous places that BP would need to change the installation process to make this work better, however this is clearly one of those places. It would be an improvement. > Can you point me at documentation which suggests downloading one file from CPAN and putting it in place manually? You linked directly to the singular file. That is the appropriate approach for many, many systems where the plugin is a single file. Remember that there are no sysadmins who know nothing beyond RT and never use any systems beyond RT. > Perl's own coredocumentation (http://perldoc.perl.org/perlmodinstall.html ) suggests: ... > These are thus the steps which RT extensions mirror in their installation. I have used numerous self-contained Perl applications which would not work properly if you simply CPANed the module in. I?ve worked in two companies who exclusively used their own library paths to avoid the breakage associated with random CPAN upgrades. No, it is not ?obvious? that simply using CPAN or any other ?standard perl thing? to install the package would be appropriate. So let?s start at the top of extensions try to follow the clear process for each one. For this I?m going to exclusively use modules provided by Best Practical. https://metacpan.org/pod/RT::Extension::ActivityReports#INSTALLATION ? does not link to installation as you suggested above ? forgets to mention that you need "-I /opt/rt4/lib? so fails on my fresh 4.2.9 installation https://metacpan.org/pod/RT::Extension::ActivityReports::Billing ? error, not found https://metacpan.org/pod/RT::Extension::AddAdminCcsOnQueueChange ? no installation instructions https://metacpan.org/pod/RT::Extension::AttributeWalker ? no installation instructions https://metacpan.org/pod/RT::Authen::Bitcard ? no installation instructions https://metacpan.org/pod/RT::Authen::ExternalAuth#INSTALLATION ? does not link to installation as you suggested above ? forgets to mention that you need "-I /opt/rt4/lib? so fails on my fresh 4.2.9 installation Do I really need to keep going? In short, yes a Perl hacker can figure this out. Is your target audience ONLY perl hackers? This is the key point I?m trying to get through. If you only want to sell RT and its services to Perl hackers, then feel free to ignore my advice. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects. From alexmv at bestpractical.com Mon Dec 15 15:09:31 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 15 Dec 2014 15:09:31 -0500 Subject: [rt-users] unordered mismash of upgrade instructions In-Reply-To: <1B0CAEC0-34C4-42B4-BE95-6ED4B5980B56@netconsonance.com> References: <5480DB4B.1060008@bestpractical.com> <1B0CAEC0-34C4-42B4-BE95-6ED4B5980B56@netconsonance.com> Message-ID: <548F3FFB.3000502@bestpractical.com> On 12/14/2014 08:19 PM, Jo Rhett wrote: > On Dec 4, 2014, at 2:08 PM, Alex Vandiver > wrote: >> Step (2) and (6b) of this address the other files. > > These are the sections of which my complaint is generated. Yes, they > list the entire stack of docs which should be read. That?s how I > knew the list I posted. But there is no ordering information included > here. We've not previously had explicit documentation on it because there's no strict ordering -- so we didn't specify it. I've pushed b49f950b to 4.0-trunk which gives a more explicit ordering. Would that have sufficed to answer your question? > Yes the revised page is more clear. It?s still not the easiest to > track instruction. You could easily demonstrate this with screenshots > in a way that someone could follow. What screenshots would you find useful? > Furthermore, this phrasing is very confusing and implies that nothing > else in the documentation applies. > >> ? You are upgrading RT from a version prior to 3.8.0, on any >> version of MySQL >> >> ? You are migrating from MySQL 4.0 to MySQL 4.1 or above >> >> If neither of the above cases apply, your should upgrade as per the >> instructions in the README. > > So if I am upgrading MySQL 5.1 with RT 3.8.5 I shouldn?t read any > farther, right? I don?t think that?s what you intended to say. If you're upgrading MySQL 5.1 with RT 3.8.5, you should just follow the upgrading instructions in the README; UPGRADING.mysql does indeed not apply. So yes, you have interpreted as we intended. If you have suggested clarifications, I'd be glad to hear them. - Alex From matt.wells at mosaic451.com Mon Dec 15 15:12:51 2014 From: matt.wells at mosaic451.com (Matt Wells) Date: Mon, 15 Dec 2014 12:12:51 -0800 Subject: [rt-users] Continued Migrations Questions - In-Reply-To: References: Message-ID: I've not completed it yet. ------------------------ Matt Wells | Chief Systems Architect Red Hat Certified Architect II- #110-000-353 GPG Public Key ID: 0x1438A3EB Mosaic451 702.808.0424 (mobile) 877.799.2411 (S/NOC) matt.wells at mosaic451.com On Fri, Dec 12, 2014 at 8:16 PM, Alex Peters wrote: > > Did you end up resolving this? > > If I understand correctly, you want outgoing mail that has a different > domain in the From: address to be sent through the SMTP server belonging to > that domain (i.e. a remote SMTP server). > > I don't believe that's possible within RT itself. > > On Thu, 23 Oct 2014 2:36 am Matt Wells wrote: > >> On my continued migration from ZenDesk I've come across something that >> honestly I've not done with RT. Templates, Queues and app configuration, I >> feel good with. >> Something unique to my current workplace is the need for multiple domains >> email addresses. >> I know I can catch this downstream in a postfix server and write a filter >> for it but I wanted to see if RT could do it. >> >> My domain is example.com >> Queue 1 Email - support at example.com >> Queue 2 Email - noc at example.com >> Queue 3 Email - support at companyabc.com >> >> I need to relay mail through their smtp system. Can you do that per >> queue? Like I said, I can catch it downstream with postfix but something >> in the app would just be cleaner. >> >> Honestly, it's been a while since I ran RT in the workplace and I had >> forgotten how awesome these groups are. >> -- >> RT Training November 4 & 5 Los Angeles >> http://bestpractical.com/training >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Mon Dec 15 15:26:20 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 15 Dec 2014 15:26:20 -0500 Subject: [rt-users] docs improvement suggestion for full-text searching In-Reply-To: References: <64E8C497-586D-4F79-A9B2-5300734542A1@netconsonance.com> <54773B7F.40604@bestpractical.com> <57C1E712-1C86-413C-B89D-C7637C860C68@netconsonance.com> <547CA38A.9000205@bestpractical.com> <5481D82E.6060703@bestpractical.com> <8DC32126-3E51-4125-954C-F36253E5F2F0@netconsonance.com> <5485FAE6.7050306@bestpractical.com> Message-ID: <548F43EC.5020600@bestpractical.com> On 12/14/2014 08:25 PM, Jo Rhett wrote: > RT's use of sphinx requires the daemon to answer, which you didn?t > start. With your example file when I start the daemon I get this > error: > > # service searchd start Starting searchd: Sphinx 2.0.8-id64-release > (r3831) Copyright (c) 2001-2012, Andrew Aksyonoff Copyright (c) > 2008-2012, Sphinx Technologies Inc (http://sphinxsearch.com) > > using config file '/etc/sphinx/sphinx.conf'... WARNING: > compat_sphinxql_magics=1 is deprecated; please update your > application and config As the output notes, that is merely a warning. It is not an error. searchd starts up just fine for me: # service searchd start Starting searchd: Sphinx 2.0.8-id64-release (r3831) Copyright (c) 2001-2012, Andrew Aksyonoff Copyright (c) 2008-2012, Sphinx Technologies Inc (http://sphinxsearch.com) using config file '/etc/sphinx/sphinx.conf'... WARNING: compat_sphinxql_magics=1 is deprecated; please update your application and config listening on all interfaces, port=3312 precaching index 'rt' precached 1 indexes in 0.001 sec [ OK ] # service searchd status searchd (pid 15041) is running... > Note that your file doesn?t contain magics=1. So I totally agree that > it?s an annoying bug that the developers should fix, but it?s also > something you can avoid by putting it in the file you output. Since it starts up fine without the line, and would fail to start on Sphinx < 2 or > 2.2 with the line, I'm unconvinced on adding it to the default configuration. Administrators who are running Sphinx 2.0.x can simply heed the warning and add compat_sphinxql_magics=0 to their configuration. - Alex From alexmv at bestpractical.com Mon Dec 15 17:20:10 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 15 Dec 2014 17:20:10 -0500 Subject: [rt-users] Documentation for installing extensions In-Reply-To: <591FBCC8-3AC3-4E62-9EB0-440963108CB4@netconsonance.com> References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> <0075EA30-5AC2-4FEF-A52F-772C5DAD188E@netconsonance.com> <3648449D-47DB-483D-8F29-C33E495B1021@netconsonance.com> <4CA40869-E0C3-482A-B883-80A5F64F37A3@netconsonance.com> <5489EFD7.7000103@bestpractical.com> <801BFA3A-3567-44AC-8B27-E207EBF29E33@netconsonance.com> <548B2EB1.9060406@bestpractical.com> <591FBCC8-3AC3-4E62-9EB0-440963108CB4@netconsonance.com> Message-ID: <548F5E9A.6000407@bestpractical.com> On 12/14/2014 07:23 PM, Jo Rhett wrote: > I?m not sure where you are looking. I?m at > https://www.bestpractical.com/rt/extensions.html and it links to > https://metacpan.org/pod/RT::Extension::SLA without #INSTALLATION. Sorry -- I did not mean to imply that our link contained the #INSTALLATION anchor, merely pointing out that the SLA extension does contain what I believe to be clear installation instructions. I choose to believe that users are capable of scrolling down to the third heading on the page. > It seems you?ve updated this to link to MetaCPAN now. That does look > better, but I?m not sure that the ?Source Code? link is truly an > improvement, for a reason I?ll describe in my next reply below (read > down) I agree that most users won't need the github link; it is mostly superfluous, as metacpan provides it in most cases. I've removed it for all of the extensions which are on CPAN, which is most of them. >> Can you point me at documentation which suggests downloading one >> file from CPAN and putting it in place manually? Perl's own core >> documentation (http://perldoc.perl.org/perlmodinstall.html ) >> suggests: > > And this is the core issue that both you and Alex Peters seem to be > hung up on, which I keep addressing over and over again but it?s not > getting through. Let me try another way. I was not trying to argue that we cannot make this simpler for new users -- I agree that we can, and should. I was primarily addressing what seemed to be your belief that most CPAN modules could be installed via copying a single file, or that this was a widely documented custom for CPAN modules. I hear you that modules in other languages are often more straightforward to install than Perl's -- and that while our bar for installation is currently set at the same as Perl's, that is not to say that we cannot do better. > So let?s start at the top of extensions try to follow the clear > process for each one. For this I?m going to exclusively use modules > provided by Best Practical. That list has absolutely needed better curation for a while; for instance, it didn't list 4.2 compatibility for the majority of the extensions. Thank for calling out some of the entries that need updating, and providing impetus for fixing them. > https://metacpan.org/pod/RT::Extension::ActivityReports#INSTALLATION > ? does not link to installation as you suggested above ? forgets to > mention that you need "-I /opt/rt4/lib? so fails on my fresh 4.2.9 > installation Where did you find you needed to add -I /opt/rt4/lib ? With a fresh 4.2.9 in /opt/rt4, the installation instructions work fine for me: https://chmrr.net/nopaste/2014-12-15l4EVqmFw > https://metacpan.org/pod/RT::Extension::ActivityReports::Billing ? > error, not found This extension was last updated in 3.8, which is why it never got to CPAN. I've removed it from the list. > https://metacpan.org/pod/RT::Extension::AddAdminCcsOnQueueChange ? no > installation instructions Pushed an updated version with our canonical installation instructions, and version compatibility notes. > https://metacpan.org/pod/RT::Extension::AttributeWalker ? no > installation instructions Adds a command-line tool, which is probably not useful for most users; I've removed it from the list. > https://metacpan.org/pod/RT::Authen::Bitcard ? no installation > instructions Written for rt.perl.org and rt.cpan.org, but unlikely to be useful to anyone else; I've removed it from the list. > https://metacpan.org/pod/RT::Authen::ExternalAuth#INSTALLATION ? does > not link to installation as you suggested above ? forgets to mention > that you need "-I /opt/rt4/lib? so fails on my fresh 4.2.9 > installation As above. > Do I really need to keep going? Did you have feedback on the generalized installation instructions that I posted earlier in this thread? https://github.com/bestpractical/rt/blob/4.2/installing-extensions/docs/extensions.pod > In short, yes a Perl hacker can figure this out. Is your target > audience ONLY perl hackers? This is the key point I?m trying to get > through. If you only want to sell RT and its services to Perl > hackers, then feel free to ignore my advice. I don't disagree that plugin installation could be made better, and it's an area we'd like to improve on. Where you've made actionable suggestions, I believe we've responded to the best of our ability. The larger-scale changes necessary to make plugins be one-click installs cannot, obviously, appear overnight. RT is open-source; if you support a number of RT installations and have a vested interest in making plugin installation easier for your clients, patches in this area would certainly be accepted. - Alex From ktm at rice.edu Mon Dec 15 17:08:52 2014 From: ktm at rice.edu (ktm at rice.edu) Date: Mon, 15 Dec 2014 16:08:52 -0600 Subject: [rt-users] How do the 'One-time Cc' and 'One-time Bcc' lists get populated Message-ID: <20141215220852.GN20516@aart.rice.edu> Hi RT Users, I am trying to clear an address that keeps appearing in the One-time Cc/Bcc list on the Reply form for a ticket. The user is no longer here, but the address keeps showing up in the Reply form for new tickets. How is that list constructed? Regards, Ken From jrhett at netconsonance.com Mon Dec 15 18:20:42 2014 From: jrhett at netconsonance.com (Jo Rhett) Date: Mon, 15 Dec 2014 15:20:42 -0800 Subject: [rt-users] Documentation for installing extensions In-Reply-To: <548F5E9A.6000407@bestpractical.com> References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> <0075EA30-5AC2-4FEF-A52F-772C5DAD188E@netconsonance.com> <3648449D-47DB-483D-8F29-C33E495B1021@netconsonance.com> <4CA40869-E0C3-482A-B883-80A5F64F37A3@netconsonance.com> <5489EFD7.7000103@bestpractical.com> <801BFA3A-3567-44AC-8B27-E207EBF29E33@netconsonance.com> <548B2EB1.9060406@bestpractical.com> <591FBCC8-3AC3-4E62-9EB0-440963108CB4@netconsonance.com> <548F5E9A.6000407@bestpractical.com> Message-ID: <900E0BEC-9C7B-4DCB-B86F-C5116731E229@netconsonance.com> On Dec 15, 2014, at 2:20 PM, Alex Vandiver wrote: > I was not trying to argue that we cannot make this simpler for new users > -- I agree that we can, and should. I was primarily addressing what > seemed to be your belief that most CPAN modules could be installed via > copying a single file, or that this was a widely documented custom for > CPAN modules. Again, back to ?you must be a perl hacker to use RT?. My entire point is that installation instructions can and should be self-sufficient, without requiring a person to utilize ?common knowledge? of something they might not be experts in. > I hear you that modules in other languages are often more > straightforward to install than Perl's -- and that while our bar for > installation is currently set at the same as Perl's, that is not to say > that we cannot do better. Take a look at the published usage charts for the Perl language and decide if you want RT to have the same (plummeting) trajectory. > I don't disagree that plugin installation could be made better, and it's > an area we'd like to improve on. Where you've made actionable > suggestions, I believe we've responded to the best of our ability. The > larger-scale changes necessary to make plugins be one-click installs > cannot, obviously, appear overnight. Puppet modules are not one-click installations. In fact, I can?t think of any extensions outside of web browser extensions which are even a few clicks. This is not what I have said. I have suggested that the installation instructions should be self-standing and complete. This is a significantly easier task. > Where did you find you needed to add -I /opt/rt4/lib Perhaps phrased more straightforward ? what about your installation places /opt/rt4/lib in @INC ? Without that, it cannot find the RT-specific paths and makefile creation fails. I suspect you?ve got this in your path because RT is your job. That?s not true of a normal person. You shouldn?t test in your RT dev setup. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects. From alexmv at bestpractical.com Mon Dec 15 20:07:18 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 15 Dec 2014 20:07:18 -0500 Subject: [rt-users] Documentation for installing extensions In-Reply-To: <900E0BEC-9C7B-4DCB-B86F-C5116731E229@netconsonance.com> References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> <3648449D-47DB-483D-8F29-C33E495B1021@netconsonance.com> <4CA40869-E0C3-482A-B883-80A5F64F37A3@netconsonance.com> <5489EFD7.7000103@bestpractical.com> <801BFA3A-3567-44AC-8B27-E207EBF29E33@netconsonance.com> <548B2EB1.9060406@bestpractical.com> <591FBCC8-3AC3-4E62-9EB0-440963108CB4@netconsonance.com> <548F5E9A.6000407@bestpractical.com> <900E0BEC-9C7B-4DCB-B86F-C5116731E229@netconsonance.com> Message-ID: <548F85C6.3050206@bestpractical.com> On 12/15/2014 06:20 PM, Jo Rhett wrote: > Again, back to ?you must be a perl hacker to use RT?. My entire > point is that installation instructions can and should be > self-sufficient, without requiring a person to utilize ?common > knowledge? of something they might not be experts in. I've just verified that all of BPS' packages that we list on the Extensions page contain an INSTALLATION section which is up-to-date, which I believe removes any necessity for common knowledge. >> I don't disagree that plugin installation could be made better, and >> it's an area we'd like to improve on. Where you've made >> actionable suggestions, I believe we've responded to the best of >> our ability. The larger-scale changes necessary to make plugins be >> one-click installs cannot, obviously, appear overnight. > > Puppet modules are not one-click installations. In fact, I can?t > think of any extensions outside of web browser extensions which are > even a few clicks. This is not what I have said. Nor did I claim that was what you said; it was what _I_ would ideally want. Apologies if that was unclear. > I have suggested that the installation instructions should be > self-standing and complete. This is a significantly easier task. As noted above, I believe I've verified that all of our extensions now contain up-to-date INSTALLATION sections, which I believe suffices to mark that task as accomplished. Do you think that that, combined with https://github.com/bestpractical/rt/blob/4.2/installing-extensions/docs/extensions.pod will sufficiently help new users? If not, what would improve on the situation? >> Where did you find you needed to add -I /opt/rt4/lib > > Perhaps phrased more straightforward ? what about your installation > places /opt/rt4/lib in @INC ? Without that, it cannot find the > RT-specific paths and makefile creation fails. The Module::Install::RTx machinery, loaded from inc/ by the Makefile.PL, takes care of checking the the standard install locations for RT, and setting the installation prefix accordingly. It is part of the package itself, and not part of my environment. In fact, if it _fails_ to find your RT.pm, it should be prompting you: $ perl Makefile.PL Cannot find the location of RT.pm that defines $RT::LocalPath in: [snip contents of @INC] Path to directory containing your RT.pm: ...whereupon providing the path will cause it to carry on, and install appropriately in your non-standard RT prefix. Hence, if running 'perl Makefile.PL' is failing for you, I'd be quite curious to see how, so we can fix it. > I suspect you?ve got this in your path because RT is your job. That?s > not true of a normal person. You shouldn?t test in your RT dev > setup. We test things like this in clean VMs explicitly to prevent that. If it fails for you, then that is a bug -- and one that we certainly should address. - Alex From uglobster at gmail.com Tue Dec 16 09:34:09 2014 From: uglobster at gmail.com (Arkady Glazov) Date: Tue, 16 Dec 2014 17:34:09 +0300 Subject: [rt-users] Full text search don't work Message-ID: Hi, Please help me understand where is my full text search? i have Debian Linux machine with Pg, Apache 2 and installed RT 4.2.9 . I run rt-setup-fulltext-index successfully, also run rt-fulltext-indexer --all and change my RT_SiteConfig.pm: Set( %FullTextSearch, Enable => 1, Indexed => 1, Column => 'ContentIndex', Table => 'Attachments', ); Restart Apache and nothing. RT don't search any words in content of tickets. -- Best regards, Arkady Glazov http://globster.ru -------------- next part -------------- An HTML attachment was scrubbed... URL: From hef at pbrfrat.com Tue Dec 16 10:30:34 2014 From: hef at pbrfrat.com (Hef) Date: Tue, 16 Dec 2014 09:30:34 -0600 Subject: [rt-users] Full text search don't work In-Reply-To: References: Message-ID: I had to use the fulltext: prefix in order to get fulltext search working, e.g.: fulltext:"my fulltext here" On Tue, Dec 16, 2014 at 8:34 AM, Arkady Glazov wrote: > > Hi, > Please help me understand where is my full text search? > > i have Debian Linux machine with Pg, Apache 2 and installed RT 4.2.9 . > > > I run rt-setup-fulltext-index successfully, also run rt-fulltext-indexer > --all and change my RT_SiteConfig.pm: > > Set( %FullTextSearch, > Enable => 1, > Indexed => 1, > Column => 'ContentIndex', > Table => 'Attachments', > ); > Restart Apache and nothing. RT don't search any words in content of > tickets. > > > > -- > Best regards, > Arkady Glazov > http://globster.ru > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mzagrabe at d.umn.edu Tue Dec 16 12:05:46 2014 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 16 Dec 2014 11:05:46 -0600 Subject: [rt-users] Full text search don't work In-Reply-To: References: Message-ID: On Tue, Dec 16, 2014 at 8:34 AM, Arkady Glazov wrote: > Hi, > Please help me understand where is my full text search? > i have Debian Linux machine with Pg, Apache 2 and installed RT 4.2.9 . Ditto. > I run rt-setup-fulltext-index successfully, also run rt-fulltext-indexer > --all and change my RT_SiteConfig.pm: > > Set( %FullTextSearch, > Enable => 1, > Indexed => 1, > Column => 'ContentIndex', > Table => 'Attachments', > ); > Restart Apache and nothing. RT don't search any words in content of tickets. How are you executing a search? Just out of curiosity what do the following yield: SELECT count(*) from attachments where contentindex != ''; SELECT count(*) from attachments where contentindex = ''; Cheers, -m From mzagrabe at d.umn.edu Tue Dec 16 12:32:24 2014 From: mzagrabe at d.umn.edu (Matt Zagrabelny) Date: Tue, 16 Dec 2014 11:32:24 -0600 Subject: [rt-users] How do the 'One-time Cc' and 'One-time Bcc' lists get populated In-Reply-To: <20141215220852.GN20516@aart.rice.edu> References: <20141215220852.GN20516@aart.rice.edu> Message-ID: On Mon, Dec 15, 2014 at 4:08 PM, ktm at rice.edu wrote: > Hi RT Users, > > I am trying to clear an address that keeps appearing in the > One-time Cc/Bcc list on the Reply form for a ticket. The user > is no longer here, but the address keeps showing up in the > Reply form for new tickets. How is that list constructed? Hi Ken, What version of RT are you using? -m From ktm at rice.edu Tue Dec 16 13:51:48 2014 From: ktm at rice.edu (ktm at rice.edu) Date: Tue, 16 Dec 2014 12:51:48 -0600 Subject: [rt-users] How do the 'One-time Cc' and 'One-time Bcc' lists get populated In-Reply-To: References: <20141215220852.GN20516@aart.rice.edu> Message-ID: <20141216185148.GR20516@aart.rice.edu> On Tue, Dec 16, 2014 at 11:32:24AM -0600, Matt Zagrabelny wrote: > On Mon, Dec 15, 2014 at 4:08 PM, ktm at rice.edu wrote: > > Hi RT Users, > > > > I am trying to clear an address that keeps appearing in the > > One-time Cc/Bcc list on the Reply form for a ticket. The user > > is no longer here, but the address keeps showing up in the > > Reply form for new tickets. How is that list constructed? > > Hi Ken, > > What version of RT are you using? > > -m > We are currently running 3.8.last and working on an upgrade to 4.2.x. Regards, Ken From ktm at rice.edu Tue Dec 16 14:39:50 2014 From: ktm at rice.edu (ktm at rice.edu) Date: Tue, 16 Dec 2014 13:39:50 -0600 Subject: [rt-users] How do the 'One-time Cc' and 'One-time Bcc' lists get populated In-Reply-To: <20141215220852.GN20516@aart.rice.edu> References: <20141215220852.GN20516@aart.rice.edu> Message-ID: <20141216193950.GT20516@aart.rice.edu> On Mon, Dec 15, 2014 at 04:08:52PM -0600, ktm at rice.edu wrote: > Hi RT Users, > > I am trying to clear an address that keeps appearing in the > One-time Cc/Bcc list on the Reply form for a ticket. The user > is no longer here, but the address keeps showing up in the > Reply form for new tickets. How is that list constructed? > > Regards, > Ken > Okay. It looks like I can add the address to the $RTAddressRegexp and it will remove it. I was hoping that there was some type of DB/shredder/GUI action that could be used instead of polluting the regex. Regards, Ken From thomas at westlund.no Tue Dec 16 15:56:49 2014 From: thomas at westlund.no (Thomas Westlund) Date: Tue, 16 Dec 2014 21:56:49 +0100 Subject: [rt-users] Using Asset data in Template Message-ID: <001001d01972$d06c9ed0$7145dc70$@westlund.no> Hi, I'm pretty new to RT. I have installed the Assets 1.02 plugin, which is working nicely. Does anyone have any experience in using data from Assets in ticket Templates Quite specifically I would like to add data from an asset linked to the Ticket into a Template, but I have no clue where to start and the manual and tutorial for Assets isn't helping much on this topic -- Thomas -------------- next part -------------- An HTML attachment was scrubbed... URL: From thomas at westlund.no Tue Dec 16 15:51:07 2014 From: thomas at westlund.no (Thomas Westlund) Date: Tue, 16 Dec 2014 21:51:07 +0100 Subject: [rt-users] Help with Templates Message-ID: <000601d01972$044e2260$0cea6720$@westlund.no> Hi, I want to display the ID of related Tickets in my template I tried using this {$Ticket->RefersTo} But that just returns RT::Links=HASH(0x7f6dc46f7d20) How can I expand this to the ID of the related object? Regards -- Thomas -------------- next part -------------- An HTML attachment was scrubbed... URL: From jshartshorn at gmail.com Tue Dec 16 16:52:26 2014 From: jshartshorn at gmail.com (joel hartshorn) Date: Tue, 16 Dec 2014 13:52:26 -0800 Subject: [rt-users] rt-users Digest, Vol 129, Issue 23 In-Reply-To: References: Message-ID: unsubsribe On Tue, Dec 16, 2014 at 9:00 AM, wrote: > > Send rt-users mailing list submissions to > rt-users at lists.bestpractical.com > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > or, via email, send a message with subject or body 'help' to > rt-users-request at lists.bestpractical.com > > You can reach the person managing the list at > rt-users-owner at lists.bestpractical.com > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of rt-users digest..." > > > Today's Topics: > > 1. Full text search don't work (Arkady Glazov) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 16 Dec 2014 17:34:09 +0300 > From: Arkady Glazov > To: rt-users > Subject: [rt-users] Full text search don't work > Message-ID: > dja6-_A0Cqy4yZt8RKQ at mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > Hi, > Please help me understand where is my full text search? > > i have Debian Linux machine with Pg, Apache 2 and installed RT 4.2.9 . > > > I run rt-setup-fulltext-index successfully, also run rt-fulltext-indexer > --all and change my RT_SiteConfig.pm: > > Set( %FullTextSearch, > Enable => 1, > Indexed => 1, > Column => 'ContentIndex', > Table => 'Attachments', > ); > Restart Apache and nothing. RT don't search any words in content of > tickets. > > > > -- > Best regards, > Arkady Glazov > http://globster.ru > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: < > http://lists.bestpractical.com/pipermail/rt-users/attachments/20141216/447c58f5/attachment-0001.html > > > > ------------------------------ > > Subject: Digest Footer > > -------- > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > ------------------------------ > > End of rt-users Digest, Vol 129, Issue 23 > ***************************************** > -- "I am an Occam's Razor guy". -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrhett at netconsonance.com Tue Dec 16 17:15:05 2014 From: jrhett at netconsonance.com (Jo Rhett) Date: Tue, 16 Dec 2014 14:15:05 -0800 Subject: [rt-users] Documentation for installing extensions In-Reply-To: <548F85C6.3050206@bestpractical.com> References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> <3648449D-47DB-483D-8F29-C33E495B1021@netconsonance.com> <4CA40869-E0C3-482A-B883-80A5F64F37A3@netconsonance.com> <5489EFD7.7000103@bestpractical.com> <801BFA3A-3567-44AC-8B27-E207EBF29E33@netconsonance.com> <548B2EB1.9060406@bestpractical.com> <591FBCC8-3AC3-4E62-9EB0-440963108CB4@netconsonance.com> <548F5E9A.6000407@bestpractical.com> <900E0BEC-9C7B-4DCB-B86F-C5116731E229@netconsonance.com> <548F 85C6.305 0206@bestpractical.com> Message-ID: On Dec 15, 2014, at 5:07 PM, Alex Vandiver wrote: > I've just verified that all of BPS' packages that we list on the > Extensions page contain an INSTALLATION section which is up-to-date, > which I believe removes any necessity for common knowledge. ... > Do you think that that, combined with > https://github.com/bestpractical/rt/blob/4.2/installing-extensions/docs/extensions.pod > will sufficiently help new users? I like that page a lot :) I would recommend stating the 4.2 practice first, unless you recommend 4.0? always prefer and mention first the version you recommend. I think that a link to that new extensions pod added to every module (e.g. in your template) for the Extensions will help significantly, especially in situations where the author didn?t making an INSTALLATION section. Furthermore, lazy or busy authors might make an INSTALLATION section and link to this document now that it exists :) > The Module::Install::RTx machinery, loaded from inc/ by the Makefile.PL, > takes care of checking the the standard install locations for RT, and > setting the installation prefix accordingly. It is part of the package > itself, and not part of my environment. In fact, if it _fails_ to find > your RT.pm, it should be prompting you: > > $ perl Makefile.PL > Cannot find the location of RT.pm that defines $RT::LocalPath in: > [snip contents of @INC] > Path to directory containing your RT.pm: > > ...whereupon providing the path will cause it to carry on, and install > appropriately in your non-standard RT prefix. Hence, if running 'perl > Makefile.PL' is failing for you, I'd be quite curious to see how, so we > can fix it. It failed exactly that way for me, even though we did use the stock directory. On a fresh installation on a fresh node with nothing on it but CentOS 6 with the provided Perl and having followed your instructions for installing all dependencies from CPAN. > We test things like this in clean VMs explicitly to prevent that. Awesome. My apologies for the assumption. Working in Operations I deal with a lot of developers who forget to do that, and I assumed it in my reply. Sorry. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects. From alex at peters.net Tue Dec 16 18:28:55 2014 From: alex at peters.net (Alex Peters) Date: Wed, 17 Dec 2014 10:28:55 +1100 Subject: [rt-users] Help with Templates In-Reply-To: <000601d01972$044e2260$0cea6720$@westlund.no> References: <000601d01972$044e2260$0cea6720$@westlund.no> Message-ID: You're getting an RT::Links instance, which is an iterator. I've used something like this with success: Related ticket IDs: { my @refers_to_ids; my $refers_to = $Ticket->RefersTo; while (my $link = $refers_to->Next) { next unless $link->BaseURI->IsLocal; # skip over non-ticket links push @refers_to_ids, $link->BaseObj->id; } return join(q{, }, map { "#$_" } sort @refers_to_ids; } On 17 December 2014 at 07:51, Thomas Westlund wrote: > > Hi, > > I want to display the ID of related Tickets in my template > > I tried using this {$Ticket->RefersTo} > > But that just returns RT::Links=HASH(0x7f6dc46f7d20) > > How can I expand this to the ID of the related object? > > Regards > > -- > > Thomas > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Tue Dec 16 18:45:19 2014 From: alex at peters.net (Alex Peters) Date: Wed, 17 Dec 2014 10:45:19 +1100 Subject: [rt-users] How do the 'One-time Cc' and 'One-time Bcc' lists get populated In-Reply-To: <20141216193950.GT20516@aart.rice.edu> References: <20141215220852.GN20516@aart.rice.edu> <20141216193950.GT20516@aart.rice.edu> Message-ID: The "One-time Cc" list is constructed by collecting all of the addresses related to all of the ticket's transactions and then removing addresses belonging to requestors. Is someone still regularly CC-ing this departed user in new tickets? Alternatively (although I'm not sure that this is relevant), is that RT user set up as a queue-level CC? By adding this user's address to the $RTAddressRegexp regex, you're telling RT that it directly receives mail to that address, which could have unintended consequences (e.g. inability to add or re-add this email address to tickets). On 17 December 2014 at 06:39, ktm at rice.edu wrote: > > On Mon, Dec 15, 2014 at 04:08:52PM -0600, ktm at rice.edu wrote: > > Hi RT Users, > > > > I am trying to clear an address that keeps appearing in the > > One-time Cc/Bcc list on the Reply form for a ticket. The user > > is no longer here, but the address keeps showing up in the > > Reply form for new tickets. How is that list constructed? > > > > Regards, > > Ken > > > > Okay. It looks like I can add the address to the $RTAddressRegexp > and it will remove it. I was hoping that there was some type of > DB/shredder/GUI action that could be used instead of polluting > the regex. > > Regards, > Ken > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Tue Dec 16 18:51:14 2014 From: alex at peters.net (Alex Peters) Date: Wed, 17 Dec 2014 10:51:14 +1100 Subject: [rt-users] Customiz theme -- Title Bar In-Reply-To: References: Message-ID: When you modify the colours for other page elements, do you see the CSS in the Custom CSS text field changing accordingly? I guess that the "div#header" custom CSS definition might have been removed. Does adding "div#header { }" to your custom CSS solve the problem? On 16 December 2014 at 03:53, Max McGrath wrote: > > Hi all - > > Running RT 4.2.9 and it seems as though that I can't customize the color > of the *Title Bar*. Changing the color of any other page section works > fine. I've tried in multiple browsers and get the same result. > > Is this a known bug? Or am I missing something? > -- > Max McGrath > Network Administrator > Carthage College > 262-552-5512 > mmcgrath at carthage.edu > -------------- next part -------------- An HTML attachment was scrubbed... URL: From thomas at westlund.no Wed Dec 17 02:36:51 2014 From: thomas at westlund.no (Thomas Westlund) Date: Wed, 17 Dec 2014 08:36:51 +0100 Subject: [rt-users] Help with Templates In-Reply-To: References: <000601d01972$044e2260$0cea6720$@westlund.no> Message-ID: Hi, Thanks for your reply I'm fairly new RT an my perl skills at not to good either. How would I go about outputting this in a template? -- Thomas > On 17. des. 2014, at 00.28, Alex Peters wrote: > > You're getting an RT::Links instance, which is an iterator. I've used something like this with success: > > Related ticket IDs: { > my @refers_to_ids; > my $refers_to = $Ticket->RefersTo; > while (my $link = $refers_to->Next) { > next unless $link->BaseURI->IsLocal; # skip over non-ticket links > push @refers_to_ids, $link->BaseObj->id; > } > return join(q{, }, map { "#$_" } sort @refers_to_ids; > } > >> On 17 December 2014 at 07:51, Thomas Westlund wrote: >> Hi, >> >> I want to display the ID of related Tickets in my template >> >> >> I tried using this {$Ticket->RefersTo} >> >> But that just returns RT::Links=HASH(0x7f6dc46f7d20) >> >> How can I expand this to the ID of the related object? >> >> Regards >> >> >> -- >> >> Thomas -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Wed Dec 17 05:56:44 2014 From: alex at peters.net (Alex Peters) Date: Wed, 17 Dec 2014 21:56:44 +1100 Subject: [rt-users] Help with Templates In-Reply-To: References: <000601d01972$044e2260$0cea6720$@westlund.no> Message-ID: Simply copy everything between (and including) the outermost curly braces in the location where you'd like a comma-separated list of ticket numbers to appear. Basically any curly brace construct will be replaced with something else when the template is evaluated. On 17 December 2014 at 18:36, Thomas Westlund wrote: > > Hi, > > Thanks for your reply > > I'm fairly new RT an my perl skills at not to good either. > > How would I go about outputting this in a template? > > -- > Thomas > > > > On 17. des. 2014, at 00.28, Alex Peters wrote: > > You're getting an RT::Links instance, which is an iterator. I've used > something like this with success: > > Related ticket IDs: { > my @refers_to_ids; > my $refers_to = $Ticket->RefersTo; > while (my $link = $refers_to->Next) { > next unless $link->BaseURI->IsLocal; # skip over non-ticket links > push @refers_to_ids, $link->BaseObj->id; > } > return join(q{, }, map { "#$_" } sort @refers_to_ids; > } > > On 17 December 2014 at 07:51, Thomas Westlund wrote: >> >> Hi, >> >> I want to display the ID of related Tickets in my template >> >> I tried using this {$Ticket->RefersTo} >> >> But that just returns RT::Links=HASH(0x7f6dc46f7d20) >> >> How can I expand this to the ID of the related object? >> >> Regards >> >> -- >> >> Thomas >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From thomas at westlund.no Wed Dec 17 06:38:45 2014 From: thomas at westlund.no (Thomas Westlund) Date: Wed, 17 Dec 2014 12:38:45 +0100 Subject: [rt-users] Help with Templates In-Reply-To: References: <000601d01972$044e2260$0cea6720$@westlund.no> Message-ID: <000d01d019ee$041e2660$0c5a7320$@westlund.no> Hi, There seems to be an error in the code: This is my complete template ======= CUT HERE ====== Subject: Ordrestatus: { $Ticket->SubjectTag } Hei, Her kommer ditt tilbud. Vennligst behold: { $Ticket->SubjectTag } emnefeltet ved fremtidig korrespodanse i denne saken. Mvh, Kvantel AS {$Ticket->QueueObj->CorrespondAddress()} --------------------------------------------------------------------------- Related ticket IDs: { my @refers_to_ids; my $refers_to = $Ticket->RefersTo; while (my $link = $refers_to->Next) { next unless $link->BaseURI->IsLocal; push @refers_to_ids, $link->BaseObj->id; } return join(q{, }, map { "#$_" } sort @refers_to_ids; } ======= CUT HERE ====== When I try to save this template, I get the following error: * Template Tilbud: Content updated * Couldn't compile template codeblock ' my @refers_to_ids; my $refers_to = $Ticket->RefersTo; while (my $link = $refers_to->Next) { next unless $link->BaseURI->IsLocal; } return join(q{, }, map { "#$_" } sort @refers_to_ids; ': syntax error at template line 28 -- Regards Thomas Fra: Alex Peters [mailto:alex at peters.net] Sendt: 17. desember 2014 11:57 Til: Thomas Westlund Kopi: rt-users at lists.bestpractical.com Emne: Re: [rt-users] Help with Templates Simply copy everything between (and including) the outermost curly braces in the location where you'd like a comma-separated list of ticket numbers to appear. Basically any curly brace construct will be replaced with something else when the template is evaluated. On 17 December 2014 at 18:36, Thomas Westlund > wrote: Hi, Thanks for your reply I'm fairly new RT an my perl skills at not to good either. How would I go about outputting this in a template? -- Thomas On 17. des. 2014, at 00.28, Alex Peters > wrote: You're getting an RT::Links instance, which is an iterator. I've used something like this with success: Related ticket IDs: { my @refers_to_ids; my $refers_to = $Ticket->RefersTo; while (my $link = $refers_to->Next) { next unless $link->BaseURI->IsLocal; # skip over non-ticket links push @refers_to_ids, $link->BaseObj->id; } return join(q{, }, map { "#$_" } sort @refers_to_ids; } On 17 December 2014 at 07:51, Thomas Westlund > wrote: Hi, I want to display the ID of related Tickets in my template I tried using this {$Ticket->RefersTo} But that just returns RT::Links=HASH(0x7f6dc46f7d20) How can I expand this to the ID of the related object? Regards -- Thomas -------------- next part -------------- An HTML attachment was scrubbed... URL: From thomas at westlund.no Wed Dec 17 06:41:46 2014 From: thomas at westlund.no (Thomas Westlund) Date: Wed, 17 Dec 2014 12:41:46 +0100 Subject: [rt-users] Help with Templates References: <000601d01972$044e2260$0cea6720$@westlund.no> Message-ID: <001201d019ee$7092e3d0$51b8ab70$@westlund.no> Hi again, Seems like this is the offending line, removing it lets me save the template without any errors: return join(q{, }, map { "#$_" } sort @refers_to_ids; -- Thomas Fra: Thomas Westlund [mailto:thomas at westlund.no] Sendt: 17. desember 2014 12:39 Til: 'Alex Peters' Kopi: 'rt-users at lists.bestpractical.com' Emne: SV: [rt-users] Help with Templates Hi, There seems to be an error in the code: This is my complete template ======= CUT HERE ====== Subject: Ordrestatus: { $Ticket->SubjectTag } Hei, Her kommer ditt tilbud. Vennligst behold: { $Ticket->SubjectTag } emnefeltet ved fremtidig korrespodanse i denne saken. Mvh, Kvantel AS {$Ticket->QueueObj->CorrespondAddress()} --------------------------------------------------------------------------- Related ticket IDs: { my @refers_to_ids; my $refers_to = $Ticket->RefersTo; while (my $link = $refers_to->Next) { next unless $link->BaseURI->IsLocal; push @refers_to_ids, $link->BaseObj->id; } return join(q{, }, map { "#$_" } sort @refers_to_ids; } ======= CUT HERE ====== When I try to save this template, I get the following error: * Template Tilbud: Content updated * Couldn't compile template codeblock ' my @refers_to_ids; my $refers_to = $Ticket->RefersTo; while (my $link = $refers_to->Next) { next unless $link->BaseURI->IsLocal; } return join(q{, }, map { "#$_" } sort @refers_to_ids; ': syntax error at template line 28 -- Regards Thomas Fra: Alex Peters [mailto:alex at peters.net] Sendt: 17. desember 2014 11:57 Til: Thomas Westlund Kopi: rt-users at lists.bestpractical.com Emne: Re: [rt-users] Help with Templates Simply copy everything between (and including) the outermost curly braces in the location where you'd like a comma-separated list of ticket numbers to appear. Basically any curly brace construct will be replaced with something else when the template is evaluated. On 17 December 2014 at 18:36, Thomas Westlund > wrote: Hi, Thanks for your reply I'm fairly new RT an my perl skills at not to good either. How would I go about outputting this in a template? -- Thomas On 17. des. 2014, at 00.28, Alex Peters > wrote: You're getting an RT::Links instance, which is an iterator. I've used something like this with success: Related ticket IDs: { my @refers_to_ids; my $refers_to = $Ticket->RefersTo; while (my $link = $refers_to->Next) { next unless $link->BaseURI->IsLocal; # skip over non-ticket links push @refers_to_ids, $link->BaseObj->id; } return join(q{, }, map { "#$_" } sort @refers_to_ids; } On 17 December 2014 at 07:51, Thomas Westlund > wrote: Hi, I want to display the ID of related Tickets in my template I tried using this {$Ticket->RefersTo} But that just returns RT::Links=HASH(0x7f6dc46f7d20) How can I expand this to the ID of the related object? Regards -- Thomas -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Wed Dec 17 06:42:07 2014 From: alex at peters.net (Alex Peters) Date: Wed, 17 Dec 2014 22:42:07 +1100 Subject: [rt-users] Help with Templates In-Reply-To: <000d01d019ee$041e2660$0c5a7320$@westlund.no> References: <000601d01972$044e2260$0cea6720$@westlund.no> <000d01d019ee$041e2660$0c5a7320$@westlund.no> Message-ID: Sorry, there's a missing closing bracket on the return line. It should be this: return join(q{, }, map { "#$_" } sort @refers_to_ids); On 17 December 2014 at 22:38, Thomas Westlund wrote: > > Hi, > > > > There seems to be an error in the code: > > > > > > This is my complete template > > ======= CUT HERE ====== > > Subject: Ordrestatus: { $Ticket->SubjectTag } > > > > Hei, > > > > Her kommer ditt tilbud. > > > > Vennligst behold: > > > > { $Ticket->SubjectTag } > > > > emnefeltet ved fremtidig korrespodanse i denne saken. > > > > Mvh, > > Kvantel AS > > {$Ticket->QueueObj->CorrespondAddress()} > > > > --------------------------------------------------------------------------- > > Related ticket IDs: > > { > > my @refers_to_ids; > > my $refers_to = $Ticket->RefersTo; > > while (my $link = $refers_to->Next) { > > next unless $link->BaseURI->IsLocal; > > push @refers_to_ids, $link->BaseObj->id; > > } > > return join(q{, }, map { "#$_" } sort @refers_to_ids; > > } > > ======= CUT HERE ====== > > > > > > When I try to save this template, I get the following error: > > > > ? *Template Tilbud: Content updated* > > ? *Couldn't compile template codeblock ' my @refers_to_ids; my $refers_to > = $Ticket->RefersTo; while (my $link = $refers_to->Next) { next unless > $link->BaseURI->IsLocal; } return join(q{, }, map { "#$_" } sort > @refers_to_ids; ': syntax error at template line 28* > > -- > > Regards > > Thomas > > > > *Fra:* Alex Peters [mailto:alex at peters.net] > *Sendt:* 17. desember 2014 11:57 > *Til:* Thomas Westlund > *Kopi:* rt-users at lists.bestpractical.com > *Emne:* Re: [rt-users] Help with Templates > > > > Simply copy everything between (and including) the outermost curly braces > in the location where you'd like a comma-separated list of ticket numbers > to appear. > > > > Basically any curly brace construct will be replaced with something else > when the template is evaluated. > > > > On 17 December 2014 at 18:36, Thomas Westlund wrote: > > Hi, > > > > Thanks for your reply > > > > I'm fairly new RT an my perl skills at not to good either. > > > > How would I go about outputting this in a template? > > > > -- > > Thomas > > > On 17. des. 2014, at 00.28, Alex Peters wrote: > > You're getting an RT::Links instance, which is an iterator. I've used > something like this with success: > > > > Related ticket IDs: { > > my @refers_to_ids; > > my $refers_to = $Ticket->RefersTo; > > while (my $link = $refers_to->Next) { > > next unless $link->BaseURI->IsLocal; # skip over non-ticket links > > push @refers_to_ids, $link->BaseObj->id; > > } > > return join(q{, }, map { "#$_" } sort @refers_to_ids; > > } > > > > On 17 December 2014 at 07:51, Thomas Westlund wrote: > > Hi, > > I want to display the ID of related Tickets in my template > > I tried using this {$Ticket->RefersTo} > > But that just returns RT::Links=HASH(0x7f6dc46f7d20) > > How can I expand this to the ID of the related object? > > Regards > > -- > > Thomas > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From thomas at westlund.no Wed Dec 17 06:56:39 2014 From: thomas at westlund.no (Thomas Westlund) Date: Wed, 17 Dec 2014 12:56:39 +0100 Subject: [rt-users] Help with Templates In-Reply-To: References: <000601d01972$044e2260$0cea6720$@westlund.no> <000d01d019ee$041e2660$0c5a7320$@westlund.no> Message-ID: <001b01d019f0$8408f790$8c1ae6b0$@westlund.no> Thanx, that did the trick. This is really helpful ;-) This code only prints related tickets, what if the related object is an Asset? Is it possible to print the id of that as well? -- Thomas Fra: Alex Peters [mailto:alex at peters.net] Sendt: 17. desember 2014 12:42 Til: Thomas Westlund Kopi: rt-users at lists.bestpractical.com Emne: Re: [rt-users] Help with Templates Sorry, there's a missing closing bracket on the return line. It should be this: return join(q{, }, map { "#$_" } sort @refers_to_ids); On 17 December 2014 at 22:38, Thomas Westlund > wrote: Hi, There seems to be an error in the code: This is my complete template ======= CUT HERE ====== Subject: Ordrestatus: { $Ticket->SubjectTag } Hei, Her kommer ditt tilbud. Vennligst behold: { $Ticket->SubjectTag } emnefeltet ved fremtidig korrespodanse i denne saken. Mvh, Kvantel AS {$Ticket->QueueObj->CorrespondAddress()} --------------------------------------------------------------------------- Related ticket IDs: { my @refers_to_ids; my $refers_to = $Ticket->RefersTo; while (my $link = $refers_to->Next) { next unless $link->BaseURI->IsLocal; push @refers_to_ids, $link->BaseObj->id; } return join(q{, }, map { "#$_" } sort @refers_to_ids; } ======= CUT HERE ====== When I try to save this template, I get the following error: * Template Tilbud: Content updated * Couldn't compile template codeblock ' my @refers_to_ids; my $refers_to = $Ticket->RefersTo; while (my $link = $refers_to->Next) { next unless $link->BaseURI->IsLocal; } return join(q{, }, map { "#$_" } sort @refers_to_ids; ': syntax error at template line 28 -- Regards Thomas Fra: Alex Peters [mailto:alex at peters.net ] Sendt: 17. desember 2014 11:57 Til: Thomas Westlund Kopi: rt-users at lists.bestpractical.com Emne: Re: [rt-users] Help with Templates Simply copy everything between (and including) the outermost curly braces in the location where you'd like a comma-separated list of ticket numbers to appear. Basically any curly brace construct will be replaced with something else when the template is evaluated. On 17 December 2014 at 18:36, Thomas Westlund > wrote: Hi, Thanks for your reply I'm fairly new RT an my perl skills at not to good either. How would I go about outputting this in a template? -- Thomas On 17. des. 2014, at 00.28, Alex Peters > wrote: You're getting an RT::Links instance, which is an iterator. I've used something like this with success: Related ticket IDs: { my @refers_to_ids; my $refers_to = $Ticket->RefersTo; while (my $link = $refers_to->Next) { next unless $link->BaseURI->IsLocal; # skip over non-ticket links push @refers_to_ids, $link->BaseObj->id; } return join(q{, }, map { "#$_" } sort @refers_to_ids; } On 17 December 2014 at 07:51, Thomas Westlund > wrote: Hi, I want to display the ID of related Tickets in my template I tried using this {$Ticket->RefersTo} But that just returns RT::Links=HASH(0x7f6dc46f7d20) How can I expand this to the ID of the related object? Regards -- Thomas -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Wed Dec 17 06:58:48 2014 From: alex at peters.net (Alex Peters) Date: Wed, 17 Dec 2014 22:58:48 +1100 Subject: [rt-users] Help with Templates In-Reply-To: <001b01d019f0$8408f790$8c1ae6b0$@westlund.no> References: <000601d01972$044e2260$0cea6720$@westlund.no> <000d01d019ee$041e2660$0c5a7320$@westlund.no> <001b01d019f0$8408f790$8c1ae6b0$@westlund.no> Message-ID: I personally don't have experience with assets, but hopefully someone else on the list can assist you with modifying that code to list assets (or give you code to list them separately). On 17 December 2014 at 22:56, Thomas Westlund wrote: > > Thanx, that did the trick. This is really helpful ;-) > > > > This code only prints related tickets, what if the related object is an > Asset? Is it possible to print the id of that as well? > > > > -- > > Thomas > > > > *Fra:* Alex Peters [mailto:alex at peters.net] > *Sendt:* 17. desember 2014 12:42 > > *Til:* Thomas Westlund > *Kopi:* rt-users at lists.bestpractical.com > *Emne:* Re: [rt-users] Help with Templates > > > > Sorry, there's a missing closing bracket on the return line. It should be > this: > > > > return join(q{, }, map { "#$_" } sort @refers_to_ids); > > > > On 17 December 2014 at 22:38, Thomas Westlund wrote: > > Hi, > > > > There seems to be an error in the code: > > > > > > This is my complete template > > ======= CUT HERE ====== > > Subject: Ordrestatus: { $Ticket->SubjectTag } > > > > Hei, > > > > Her kommer ditt tilbud. > > > > Vennligst behold: > > > > { $Ticket->SubjectTag } > > > > emnefeltet ved fremtidig korrespodanse i denne saken. > > > > Mvh, > > Kvantel AS > > {$Ticket->QueueObj->CorrespondAddress()} > > > > --------------------------------------------------------------------------- > > Related ticket IDs: > > { > > my @refers_to_ids; > > my $refers_to = $Ticket->RefersTo; > > while (my $link = $refers_to->Next) { > > next unless $link->BaseURI->IsLocal; > > push @refers_to_ids, $link->BaseObj->id; > > } > > return join(q{, }, map { "#$_" } sort @refers_to_ids; > > } > > ======= CUT HERE ====== > > > > > > When I try to save this template, I get the following error: > > > > ? *Template Tilbud: Content updated* > > ? *Couldn't compile template codeblock ' my @refers_to_ids; my $refers_to > = $Ticket->RefersTo; while (my $link = $refers_to->Next) { next unless > $link->BaseURI->IsLocal; } return join(q{, }, map { "#$_" } sort > @refers_to_ids; ': syntax error at template line 28* > > -- > > Regards > > Thomas > > > > *Fra:* Alex Peters [mailto:alex at peters.net] > *Sendt:* 17. desember 2014 11:57 > *Til:* Thomas Westlund > *Kopi:* rt-users at lists.bestpractical.com > *Emne:* Re: [rt-users] Help with Templates > > > > Simply copy everything between (and including) the outermost curly braces > in the location where you'd like a comma-separated list of ticket numbers > to appear. > > > > Basically any curly brace construct will be replaced with something else > when the template is evaluated. > > > > On 17 December 2014 at 18:36, Thomas Westlund wrote: > > Hi, > > > > Thanks for your reply > > > > I'm fairly new RT an my perl skills at not to good either. > > > > How would I go about outputting this in a template? > > > > -- > > Thomas > > > On 17. des. 2014, at 00.28, Alex Peters wrote: > > You're getting an RT::Links instance, which is an iterator. I've used > something like this with success: > > > > Related ticket IDs: { > > my @refers_to_ids; > > my $refers_to = $Ticket->RefersTo; > > while (my $link = $refers_to->Next) { > > next unless $link->BaseURI->IsLocal; # skip over non-ticket links > > push @refers_to_ids, $link->BaseObj->id; > > } > > return join(q{, }, map { "#$_" } sort @refers_to_ids; > > } > > > > On 17 December 2014 at 07:51, Thomas Westlund wrote: > > Hi, > > I want to display the ID of related Tickets in my template > > I tried using this {$Ticket->RefersTo} > > But that just returns RT::Links=HASH(0x7f6dc46f7d20) > > How can I expand this to the ID of the related object? > > Regards > > -- > > Thomas > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From thomas at westlund.no Wed Dec 17 07:01:05 2014 From: thomas at westlund.no (Thomas Westlund) Date: Wed, 17 Dec 2014 13:01:05 +0100 Subject: [rt-users] Help with Templates In-Reply-To: References: <000601d01972$044e2260$0cea6720$@westlund.no> <000d01d019ee$041e2660$0c5a7320$@westlund.no> <001b01d019f0$8408f790$8c1ae6b0$@westlund.no> Message-ID: <002201d019f1$22adc290$680947b0$@westlund.no> Hi, OK, hopefully someone with experience of Asses will reply. Thanks for the help anyway, this was really useful ;-) -- Thomas Fra: Alex Peters [mailto:alex at peters.net] Sendt: 17. desember 2014 12:59 Til: Thomas Westlund Kopi: rt-users at lists.bestpractical.com Emne: Re: [rt-users] Help with Templates I personally don't have experience with assets, but hopefully someone else on the list can assist you with modifying that code to list assets (or give you code to list them separately). On 17 December 2014 at 22:56, Thomas Westlund > wrote: Thanx, that did the trick. This is really helpful ;-) This code only prints related tickets, what if the related object is an Asset? Is it possible to print the id of that as well? -- Thomas Fra: Alex Peters [mailto:alex at peters.net ] Sendt: 17. desember 2014 12:42 Til: Thomas Westlund Kopi: rt-users at lists.bestpractical.com Emne: Re: [rt-users] Help with Templates Sorry, there's a missing closing bracket on the return line. It should be this: return join(q{, }, map { "#$_" } sort @refers_to_ids); On 17 December 2014 at 22:38, Thomas Westlund > wrote: Hi, There seems to be an error in the code: This is my complete template ======= CUT HERE ====== Subject: Ordrestatus: { $Ticket->SubjectTag } Hei, Her kommer ditt tilbud. Vennligst behold: { $Ticket->SubjectTag } emnefeltet ved fremtidig korrespodanse i denne saken. Mvh, Kvantel AS {$Ticket->QueueObj->CorrespondAddress()} --------------------------------------------------------------------------- Related ticket IDs: { my @refers_to_ids; my $refers_to = $Ticket->RefersTo; while (my $link = $refers_to->Next) { next unless $link->BaseURI->IsLocal; push @refers_to_ids, $link->BaseObj->id; } return join(q{, }, map { "#$_" } sort @refers_to_ids; } ======= CUT HERE ====== When I try to save this template, I get the following error: * Template Tilbud: Content updated * Couldn't compile template codeblock ' my @refers_to_ids; my $refers_to = $Ticket->RefersTo; while (my $link = $refers_to->Next) { next unless $link->BaseURI->IsLocal; } return join(q{, }, map { "#$_" } sort @refers_to_ids; ': syntax error at template line 28 -- Regards Thomas Fra: Alex Peters [mailto:alex at peters.net ] Sendt: 17. desember 2014 11:57 Til: Thomas Westlund Kopi: rt-users at lists.bestpractical.com Emne: Re: [rt-users] Help with Templates Simply copy everything between (and including) the outermost curly braces in the location where you'd like a comma-separated list of ticket numbers to appear. Basically any curly brace construct will be replaced with something else when the template is evaluated. On 17 December 2014 at 18:36, Thomas Westlund > wrote: Hi, Thanks for your reply I'm fairly new RT an my perl skills at not to good either. How would I go about outputting this in a template? -- Thomas On 17. des. 2014, at 00.28, Alex Peters > wrote: You're getting an RT::Links instance, which is an iterator. I've used something like this with success: Related ticket IDs: { my @refers_to_ids; my $refers_to = $Ticket->RefersTo; while (my $link = $refers_to->Next) { next unless $link->BaseURI->IsLocal; # skip over non-ticket links push @refers_to_ids, $link->BaseObj->id; } return join(q{, }, map { "#$_" } sort @refers_to_ids; } On 17 December 2014 at 07:51, Thomas Westlund > wrote: Hi, I want to display the ID of related Tickets in my template I tried using this {$Ticket->RefersTo} But that just returns RT::Links=HASH(0x7f6dc46f7d20) How can I expand this to the ID of the related object? Regards -- Thomas -------------- next part -------------- An HTML attachment was scrubbed... URL: From thomas at westlund.no Wed Dec 17 07:18:48 2014 From: thomas at westlund.no (Thomas Westlund) Date: Wed, 17 Dec 2014 13:18:48 +0100 Subject: [rt-users] Help with Templates In-Reply-To: References: <000601d01972$044e2260$0cea6720$@westlund.no> <000d01d019ee$041e2660$0c5a7320$@westlund.no> <001b01d019f0$8408f790$8c1ae6b0$@westlund.no> Message-ID: <002701d019f3$9c588a60$d5099f20$@westlund.no> Hi again, Hmm, seems there might be something wrong or missing with the code It only prints the ID of the current ticket, I have related two tickets to test it, it prints its own id two times. Any tips where to start? -- Thomas Fra: Alex Peters [mailto:alex at peters.net] Sendt: 17. desember 2014 12:59 Til: Thomas Westlund Kopi: rt-users at lists.bestpractical.com Emne: Re: [rt-users] Help with Templates I personally don't have experience with assets, but hopefully someone else on the list can assist you with modifying that code to list assets (or give you code to list them separately). On 17 December 2014 at 22:56, Thomas Westlund > wrote: Thanx, that did the trick. This is really helpful ;-) This code only prints related tickets, what if the related object is an Asset? Is it possible to print the id of that as well? -- Thomas Fra: Alex Peters [mailto:alex at peters.net ] Sendt: 17. desember 2014 12:42 Til: Thomas Westlund Kopi: rt-users at lists.bestpractical.com Emne: Re: [rt-users] Help with Templates Sorry, there's a missing closing bracket on the return line. It should be this: return join(q{, }, map { "#$_" } sort @refers_to_ids); On 17 December 2014 at 22:38, Thomas Westlund > wrote: Hi, There seems to be an error in the code: This is my complete template ======= CUT HERE ====== Subject: Ordrestatus: { $Ticket->SubjectTag } Hei, Her kommer ditt tilbud. Vennligst behold: { $Ticket->SubjectTag } emnefeltet ved fremtidig korrespodanse i denne saken. Mvh, Kvantel AS {$Ticket->QueueObj->CorrespondAddress()} --------------------------------------------------------------------------- Related ticket IDs: { my @refers_to_ids; my $refers_to = $Ticket->RefersTo; while (my $link = $refers_to->Next) { next unless $link->BaseURI->IsLocal; push @refers_to_ids, $link->BaseObj->id; } return join(q{, }, map { "#$_" } sort @refers_to_ids; } ======= CUT HERE ====== When I try to save this template, I get the following error: * Template Tilbud: Content updated * Couldn't compile template codeblock ' my @refers_to_ids; my $refers_to = $Ticket->RefersTo; while (my $link = $refers_to->Next) { next unless $link->BaseURI->IsLocal; } return join(q{, }, map { "#$_" } sort @refers_to_ids; ': syntax error at template line 28 -- Regards Thomas Fra: Alex Peters [mailto:alex at peters.net ] Sendt: 17. desember 2014 11:57 Til: Thomas Westlund Kopi: rt-users at lists.bestpractical.com Emne: Re: [rt-users] Help with Templates Simply copy everything between (and including) the outermost curly braces in the location where you'd like a comma-separated list of ticket numbers to appear. Basically any curly brace construct will be replaced with something else when the template is evaluated. On 17 December 2014 at 18:36, Thomas Westlund > wrote: Hi, Thanks for your reply I'm fairly new RT an my perl skills at not to good either. How would I go about outputting this in a template? -- Thomas On 17. des. 2014, at 00.28, Alex Peters > wrote: You're getting an RT::Links instance, which is an iterator. I've used something like this with success: Related ticket IDs: { my @refers_to_ids; my $refers_to = $Ticket->RefersTo; while (my $link = $refers_to->Next) { next unless $link->BaseURI->IsLocal; # skip over non-ticket links push @refers_to_ids, $link->BaseObj->id; } return join(q{, }, map { "#$_" } sort @refers_to_ids; } On 17 December 2014 at 07:51, Thomas Westlund > wrote: Hi, I want to display the ID of related Tickets in my template I tried using this {$Ticket->RefersTo} But that just returns RT::Links=HASH(0x7f6dc46f7d20) How can I expand this to the ID of the related object? Regards -- Thomas -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Wed Dec 17 07:22:22 2014 From: alex at peters.net (Alex Peters) Date: Wed, 17 Dec 2014 23:22:22 +1100 Subject: [rt-users] Help with Templates In-Reply-To: <002701d019f3$9c588a60$d5099f20$@westlund.no> References: <000601d01972$044e2260$0cea6720$@westlund.no> <000d01d019ee$041e2660$0c5a7320$@westlund.no> <001b01d019f0$8408f790$8c1ae6b0$@westlund.no> <002701d019f3$9c588a60$d5099f20$@westlund.no> Message-ID: Links have a "base" and a "target." Logically, I would expect the target to be the "other thing." I think that's not the case for "depends on" relationships, which is what I based my code on. (I don't know whether that should be regarded as a bug.) Anyway, try replacing "BaseURI" and "BaseObj" with "TargetURI" and "TargetObj" respectively. I apologise for not testing my code in this instance before sharing it with the list. On 17 December 2014 at 23:18, Thomas Westlund wrote: > > Hi again, > > > > Hmm, seems there might be something wrong or missing with the code > > It only prints the ID of the current ticket, I have related two tickets to > test it, it prints its own id two times. > > > > Any tips where to start? > > > > -- > > Thomas > > > > > > *Fra:* Alex Peters [mailto:alex at peters.net] > *Sendt:* 17. desember 2014 12:59 > > *Til:* Thomas Westlund > *Kopi:* rt-users at lists.bestpractical.com > *Emne:* Re: [rt-users] Help with Templates > > > > I personally don't have experience with assets, but hopefully someone else > on the list can assist you with modifying that code to list assets (or give > you code to list them separately). > > > > On 17 December 2014 at 22:56, Thomas Westlund wrote: > > Thanx, that did the trick. This is really helpful ;-) > > > > This code only prints related tickets, what if the related object is an > Asset? Is it possible to print the id of that as well? > > > > -- > > Thomas > > > > *Fra:* Alex Peters [mailto:alex at peters.net] > *Sendt:* 17. desember 2014 12:42 > > > *Til:* Thomas Westlund > *Kopi:* rt-users at lists.bestpractical.com > *Emne:* Re: [rt-users] Help with Templates > > > > Sorry, there's a missing closing bracket on the return line. It should be > this: > > > > return join(q{, }, map { "#$_" } sort @refers_to_ids); > > > > On 17 December 2014 at 22:38, Thomas Westlund wrote: > > Hi, > > > > There seems to be an error in the code: > > > > > > This is my complete template > > ======= CUT HERE ====== > > Subject: Ordrestatus: { $Ticket->SubjectTag } > > > > Hei, > > > > Her kommer ditt tilbud. > > > > Vennligst behold: > > > > { $Ticket->SubjectTag } > > > > emnefeltet ved fremtidig korrespodanse i denne saken. > > > > Mvh, > > Kvantel AS > > {$Ticket->QueueObj->CorrespondAddress()} > > > > --------------------------------------------------------------------------- > > Related ticket IDs: > > { > > my @refers_to_ids; > > my $refers_to = $Ticket->RefersTo; > > while (my $link = $refers_to->Next) { > > next unless $link->BaseURI->IsLocal; > > push @refers_to_ids, $link->BaseObj->id; > > } > > return join(q{, }, map { "#$_" } sort @refers_to_ids; > > } > > ======= CUT HERE ====== > > > > > > When I try to save this template, I get the following error: > > > > ? *Template Tilbud: Content updated* > > ? *Couldn't compile template codeblock ' my @refers_to_ids; my $refers_to > = $Ticket->RefersTo; while (my $link = $refers_to->Next) { next unless > $link->BaseURI->IsLocal; } return join(q{, }, map { "#$_" } sort > @refers_to_ids; ': syntax error at template line 28* > > -- > > Regards > > Thomas > > > > *Fra:* Alex Peters [mailto:alex at peters.net] > *Sendt:* 17. desember 2014 11:57 > *Til:* Thomas Westlund > *Kopi:* rt-users at lists.bestpractical.com > *Emne:* Re: [rt-users] Help with Templates > > > > Simply copy everything between (and including) the outermost curly braces > in the location where you'd like a comma-separated list of ticket numbers > to appear. > > > > Basically any curly brace construct will be replaced with something else > when the template is evaluated. > > > > On 17 December 2014 at 18:36, Thomas Westlund wrote: > > Hi, > > > > Thanks for your reply > > > > I'm fairly new RT an my perl skills at not to good either. > > > > How would I go about outputting this in a template? > > > > -- > > Thomas > > > On 17. des. 2014, at 00.28, Alex Peters wrote: > > You're getting an RT::Links instance, which is an iterator. I've used > something like this with success: > > > > Related ticket IDs: { > > my @refers_to_ids; > > my $refers_to = $Ticket->RefersTo; > > while (my $link = $refers_to->Next) { > > next unless $link->BaseURI->IsLocal; # skip over non-ticket links > > push @refers_to_ids, $link->BaseObj->id; > > } > > return join(q{, }, map { "#$_" } sort @refers_to_ids; > > } > > > > On 17 December 2014 at 07:51, Thomas Westlund wrote: > > Hi, > > I want to display the ID of related Tickets in my template > > I tried using this {$Ticket->RefersTo} > > But that just returns RT::Links=HASH(0x7f6dc46f7d20) > > How can I expand this to the ID of the related object? > > Regards > > -- > > Thomas > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Wed Dec 17 09:55:20 2014 From: ktm at rice.edu (ktm at rice.edu) Date: Wed, 17 Dec 2014 08:55:20 -0600 Subject: [rt-users] How do the 'One-time Cc' and 'One-time Bcc' lists get populated In-Reply-To: References: <20141215220852.GN20516@aart.rice.edu> <20141216193950.GT20516@aart.rice.edu> Message-ID: <20141217145520.GV20516@aart.rice.edu> On Wed, Dec 17, 2014 at 10:45:19AM +1100, Alex Peters wrote: > The "One-time Cc" list is constructed by collecting all of the addresses > related to all of the ticket's transactions and then removing addresses > belonging to requestors. > > Is someone still regularly CC-ing this departed user in new tickets? > Alternatively (although I'm not sure that this is relevant), is that RT > user set up as a queue-level CC? > > By adding this user's address to the $RTAddressRegexp regex, you're telling > RT that it directly receives mail to that address, which could have > unintended consequences (e.g. inability to add or re-add this email address > to tickets). > Hi Alex, I know about the pitfall of using $RTAddressRegexp but the problem I have is that even for new test tickets created by Email that I send which definitely does not have the address in question as a Cc, the address is added as a one-time Cc/Bcc option. :( I tried to find a commandline script to pull the addresses to see if I could figure out where the address is originating, but I did not succeed. It would be fine if the address was only added if it was Cc-ed earlier. Regards, Ken > On 17 December 2014 at 06:39, ktm at rice.edu wrote: > > > > On Mon, Dec 15, 2014 at 04:08:52PM -0600, ktm at rice.edu wrote: > > > Hi RT Users, > > > > > > I am trying to clear an address that keeps appearing in the > > > One-time Cc/Bcc list on the Reply form for a ticket. The user > > > is no longer here, but the address keeps showing up in the > > > Reply form for new tickets. How is that list constructed? > > > > > > Regards, > > > Ken > > > > > > > Okay. It looks like I can add the address to the $RTAddressRegexp > > and it will remove it. I was hoping that there was some type of > > DB/shredder/GUI action that could be used instead of polluting > > the regex. > > > > Regards, > > Ken > > From falcone at bestpractical.com Wed Dec 17 11:50:38 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 17 Dec 2014 11:50:38 -0500 Subject: [rt-users] How do the 'One-time Cc' and 'One-time Bcc' lists get populated In-Reply-To: <20141217145520.GV20516@aart.rice.edu> References: <20141215220852.GN20516@aart.rice.edu> <20141216193950.GT20516@aart.rice.edu> <20141217145520.GV20516@aart.rice.edu> Message-ID: <20141217165038.GA2829@jibsheet.com> On Wed, Dec 17, 2014 at 08:55:20AM -0600, ktm at rice.edu wrote: > I have is that even for new test tickets created by Email that I send > which definitely does not have the address in question as a Cc, the > address is added as a one-time Cc/Bcc option. :( I tried to find a > commandline script to pull the addresses to see if I could figure out > where the address is originating, but I did not succeed. It would be > fine if the address was only added if it was Cc-ed earlier. [I'm assuming you mean the checkboxes that appear near one-time-cc/one-time-bcc] That list comes from Ticket->TransactionAddresses which calls Attachment->Addresses and it looks on From/To/Cc/a few other things on each correspond/comment in the ticket, so somewhere in there, that email must appear. Maybe the code (which is quite simplistic) will shed some light. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 221 bytes Desc: not available URL: From me at payam124.com Wed Dec 17 12:37:43 2014 From: me at payam124.com (Payam Poursaied) Date: Wed, 17 Dec 2014 09:37:43 -0800 Subject: [rt-users] warning message on set ReferTo Message-ID: <051701d01a23$18698350$493c89f0$@payam124.com> Hi All I have created a script which has below command to create a link $Ticket->AddLink(Type=>'RefersTo',Target=>$pticket_id,RecordTransactiosn=>0) ; When I run the script ReferTo link created, but I got below warning as well. RT version 4.2.8 And line 149 of 02.pl is exit line. Any idea? [85829] [Wed Dec 17 07:14:20 2014] [warning]: RT::Handle=HASH(0x802572648) couldn't execute the query 'SELECT? * FROM Tickets WHERE id = ?' at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 602. ??????? DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x802572648), "SELECT? * FROM Tickets WHERE id = ?", 3311056) called at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1234 ??????? DBIx::SearchBuilder::Record::_LoadFromSQL(RT::Ticket=HASH(0x80e255cf0), "SELECT? * FROM Tickets WHERE id = ?", 3311056) called at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1153 ??????? DBIx::SearchBuilder::Record::LoadByCols(RT::Ticket=HASH(0x80e255cf0), "id", 3311056) called at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record/Cachable.pm line 120 ??????? DBIx::SearchBuilder::Record::Cachable::LoadByCols(RT::Ticket=HASH(0x80e255cf 0), "id", 3311056) called at /opt/rt4/lib//RT/Record.pm line 396 ??????? RT::Record::LoadByCols(RT::Ticket=HASH(0x80e255cf0), "id", 3311056) called at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1168 ??????? DBIx::SearchBuilder::Record::LoadById(RT::Ticket=HASH(0x80e255cf0), 3311056) called at /opt/rt4/lib//RT/Ticket.pm line 146 ??????? RT::Ticket::Load(RT::Ticket=HASH(0x80e255cf0), 3311056) called at /opt/rt4/lib//RT/Ticket.pm line 2581 ??????? RT::Ticket::_ApplyTransactionBatch(RT::Ticket=HASH(0x80dd1a9f0)) called at /opt/rt4/lib//RT/Ticket.pm line 2569 ??????? RT::Ticket::ApplyTransactionBatch(RT::Ticket=HASH(0x80dd1a9f0)) called at /opt/rt4/lib//RT/Ticket.pm line 2639 ??????? RT::Ticket::DESTROY(RT::Ticket=HASH(0x80dd1a9f0)) called at 02.pl line 149 ??????? eval {...} called at 02.pl line 149 (/usr/local/lib/perl5/site_perl/5.14.2/Carp.pm:169) From msmith at gores.com Wed Dec 17 13:11:03 2014 From: msmith at gores.com (Matt Smith) Date: Wed, 17 Dec 2014 18:11:03 +0000 Subject: [rt-users] Custom condition not working (simple) Message-ID: <6B66C6059A92FC4B992A5DB3E7205D82010A64EDD7@tggexchmail4la.gores.com> How come this does not work? I've seen some examples of the "DependOnBy" use returning a numeric value, but looking at RT documentation, it appears it should return an array? Basically, I want it to return 1 if there are no child tickets associated with the current ticket. if ($self->TransactionObj->Type eq 'Create' && $self->TicketObj->FirstCustomFieldValue('New Hire Request?')eq 'Yes' && $self->TicketObj->DependOnBy eq '0') { return 1; } Is there a way to test RT perl code without trial and error, or do you just have to incorporate some logging? Thanks! -Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Dec 17 14:14:57 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 17 Dec 2014 14:14:57 -0500 Subject: [rt-users] Custom condition not working (simple) In-Reply-To: <6B66C6059A92FC4B992A5DB3E7205D82010A64EDD7@tggexchmail4la.gores.com> References: <6B66C6059A92FC4B992A5DB3E7205D82010A64EDD7@tggexchmail4la.gores.com> Message-ID: <20141217191457.GB2829@jibsheet.com> On Wed, Dec 17, 2014 at 06:11:03PM +0000, Matt Smith wrote: > How come this does not work? I?ve seen some examples of the ?DependOnBy? use > returning a numeric value, but looking at RT documentation, it appears it > should return an array? Basically, I want it to return 1 if there are no child > tickets associated with the current ticket. First up - it's DependedOnBy not DependOnBy, and it returns an RT::Links object, so I'm surprised you've seen numeric comparisons. I suspect you wanted http://bestpractical.com/docs/rt/latest/RT/Record.html#HasUnresolvedDependencies > Is there a way to test RT perl code without trial and error, or do you just > have to incorporate some logging? Logging is your friend. RT->Logger->error("Stuff"); You can also always write a command line program to test things quickly, which is what I usually do. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 221 bytes Desc: not available URL: From msmith at gores.com Wed Dec 17 14:29:24 2014 From: msmith at gores.com (Matt Smith) Date: Wed, 17 Dec 2014 19:29:24 +0000 Subject: [rt-users] Custom condition not working (simple) In-Reply-To: <20141217191457.GB2829@jibsheet.com> References: <6B66C6059A92FC4B992A5DB3E7205D82010A64EDD7@tggexchmail4la.gores.com> <20141217191457.GB2829@jibsheet.com> Message-ID: <6B66C6059A92FC4B992A5DB3E7205D82010A64EF16@tggexchmail4la.gores.com> I'm not sure either. This was very helpful - thanks for the response! -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, December 17, 2014 11:15 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Custom condition not working (simple) On Wed, Dec 17, 2014 at 06:11:03PM +0000, Matt Smith wrote: > How come this does not work? I?ve seen some examples of the > ?DependOnBy? use returning a numeric value, but looking at RT > documentation, it appears it should return an array? Basically, I > want it to return 1 if there are no child tickets associated with the current ticket. First up - it's DependedOnBy not DependOnBy, and it returns an RT::Links object, so I'm surprised you've seen numeric comparisons. I suspect you wanted http://bestpractical.com/docs/rt/latest/RT/Record.html#HasUnresolvedDependencies > Is there a way to test RT perl code without trial and error, or do you > just have to incorporate some logging? Logging is your friend. RT->Logger->error("Stuff"); You can also always write a command line program to test things quickly, which is what I usually do. -kevin From msmith at gores.com Wed Dec 17 15:22:22 2014 From: msmith at gores.com (Matt Smith) Date: Wed, 17 Dec 2014 20:22:22 +0000 Subject: [rt-users] Custom condition not working (simple) In-Reply-To: <20141217191457.GB2829@jibsheet.com> References: <6B66C6059A92FC4B992A5DB3E7205D82010A64EDD7@tggexchmail4la.gores.com> <20141217191457.GB2829@jibsheet.com> Message-ID: <6B66C6059A92FC4B992A5DB3E7205D82010A64EF5A@tggexchmail4la.gores.com> I meant to say I want it to return 1 if there are no PARENT tickets to the current ticket. I would need to use the "DependsOn" or "AllDependsOn", but I'm not sure how to check the returned array for size. Working on it. -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, December 17, 2014 11:15 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Custom condition not working (simple) On Wed, Dec 17, 2014 at 06:11:03PM +0000, Matt Smith wrote: > How come this does not work? I?ve seen some examples of the > ?DependOnBy? use returning a numeric value, but looking at RT > documentation, it appears it should return an array? Basically, I > want it to return 1 if there are no child tickets associated with the current ticket. First up - it's DependedOnBy not DependOnBy, and it returns an RT::Links object, so I'm surprised you've seen numeric comparisons. I suspect you wanted http://bestpractical.com/docs/rt/latest/RT/Record.html#HasUnresolvedDependencies > Is there a way to test RT perl code without trial and error, or do you > just have to incorporate some logging? Logging is your friend. RT->Logger->error("Stuff"); You can also always write a command line program to test things quickly, which is what I usually do. -kevin From ktm at rice.edu Wed Dec 17 16:38:31 2014 From: ktm at rice.edu (ktm at rice.edu) Date: Wed, 17 Dec 2014 15:38:31 -0600 Subject: [rt-users] How do the 'One-time Cc' and 'One-time Bcc' lists get populated In-Reply-To: <20141217165038.GA2829@jibsheet.com> References: <20141215220852.GN20516@aart.rice.edu> <20141216193950.GT20516@aart.rice.edu> <20141217145520.GV20516@aart.rice.edu> <20141217165038.GA2829@jibsheet.com> Message-ID: <20141217213830.GF20516@aart.rice.edu> On Wed, Dec 17, 2014 at 11:50:38AM -0500, Kevin Falcone wrote: > On Wed, Dec 17, 2014 at 08:55:20AM -0600, ktm at rice.edu wrote: > > I have is that even for new test tickets created by Email that I send > > which definitely does not have the address in question as a Cc, the > > address is added as a one-time Cc/Bcc option. :( I tried to find a > > commandline script to pull the addresses to see if I could figure out > > where the address is originating, but I did not succeed. It would be > > fine if the address was only added if it was Cc-ed earlier. > > [I'm assuming you mean the checkboxes that appear near > one-time-cc/one-time-bcc] > > That list comes from Ticket->TransactionAddresses which calls > Attachment->Addresses and it looks on From/To/Cc/a few other things on > each correspond/comment in the ticket, so somewhere in there, that > email must appear. Maybe the code (which is quite simplistic) will > shed some light. > > -kevin Hi Kevin, Thank you for the information. I checked out the code and it is quite basic, as you mentioned. I know that I did not have the Email address in question in my test Emails so I do not know where it would have come from. Is there any type of caching within the RT backends or maybe the browsers that could cause that behavior? Thank you again for the update. Regards, Ken From alex at peters.net Wed Dec 17 17:30:56 2014 From: alex at peters.net (Alex Peters) Date: Wed, 17 Dec 2014 22:30:56 +0000 Subject: [rt-users] warning message on set ReferTo References: <051701d01a23$18698350$493c89f0$@payam124.com> Message-ID: I can't see any obvious problems based on your error messages. There seems to be a typo in the code. Is that directly copied from your script? Have you considered enabling debugging from within your script? On Thu, 18 Dec 2014 5:04 am Payam Poursaied wrote: > Hi All > I have created a script which has below command to create a link > $Ticket->AddLink(Type=>'RefersTo',Target=>$pticket_id, > RecordTransactiosn=>0) > ; > > When I run the script ReferTo link created, but I got below warning as > well. > RT version 4.2.8 > And line 149 of 02.pl is exit line. > > Any idea? > > [85829] [Wed Dec 17 07:14:20 2014] [warning]: RT::Handle=HASH(0x802572648) > couldn't execute the query 'SELECT * FROM Tickets WHERE id = ?' at > /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Handle.pm line > 602. > > DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x802572648), > "SELECT * FROM Tickets WHERE id = ?", 3311056) called at > /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line > 1234 > > DBIx::SearchBuilder::Record::_LoadFromSQL(RT::Ticket=HASH(0x80e255cf0), > "SELECT * FROM Tickets WHERE id = ?", 3311056) called at > /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line > 1153 > > DBIx::SearchBuilder::Record::LoadByCols(RT::Ticket=HASH(0x80e255cf0), > "id", > 3311056) called at > /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record/Cachable. > pm > line 120 > > DBIx::SearchBuilder::Record::Cachable::LoadByCols(RT:: > Ticket=HASH(0x80e255cf > 0), "id", 3311056) called at /opt/rt4/lib//RT/Record.pm line 396 > RT::Record::LoadByCols(RT::Ticket=HASH(0x80e255cf0), "id", > 3311056) > called at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/ > SearchBuilder/Record.pm > line 1168 > DBIx::SearchBuilder::Record::LoadById(RT::Ticket=HASH( > 0x80e255cf0), > 3311056) called at /opt/rt4/lib//RT/Ticket.pm line 146 > RT::Ticket::Load(RT::Ticket=HASH(0x80e255cf0), 3311056) called at > /opt/rt4/lib//RT/Ticket.pm line 2581 > RT::Ticket::_ApplyTransactionBatch(RT::Ticket=HASH(0x80dd1a9f0)) > called at /opt/rt4/lib//RT/Ticket.pm line 2569 > RT::Ticket::ApplyTransactionBatch(RT::Ticket=HASH(0x80dd1a9f0)) > called at /opt/rt4/lib//RT/Ticket.pm line 2639 > RT::Ticket::DESTROY(RT::Ticket=HASH(0x80dd1a9f0)) called at 02.pl > line 149 > eval {...} called at 02.pl line 149 > (/usr/local/lib/perl5/site_perl/5.14.2/Carp.pm:169) > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From atif.mehboob at eckoh.com Thu Dec 18 09:15:45 2014 From: atif.mehboob at eckoh.com (Atif Mehboob) Date: Thu, 18 Dec 2014 14:15:45 +0000 Subject: [rt-users] Memory issue Message-ID: <70C024BFE448934EB725E2E63AA1AE4709E5D8DB@UKTH007-EXCH.eckoh.com> Hi All, All of sudden we are having memory issue on our RT host. I already added 1G of memory on the host but still can see it is using all the memory on host. Any suggestions please? Cheers, Atif -- Atif Mehboob Linux Administrator Eckoh UK Limited Telford House, Corner Hall Hemel Hempstead, Hertfordshire HP3 9HN T 01442 458336 M n/a W www.eckoh.com [cid:imagebd38bc.PNG at 6a1a96c2.47b4658f] [cid:image02e72d.PNG at 64e7620f.44a0c1b5] US Headquarters: Eckoh, Inc. 11811 N. Tatum Blvd., Suite 3031 Phoenix, AZ 85028 This communication contains information, which is confidential and may also be privileged. It is for the exclusive use of the intended recipient(s) only. If you are not the intended recipient(s) please note that any form of distribution, copying or use of this communication or the information in it is strictly prohibited and may be unlawful. If you have received this communication in error please return it to the sender and then delete it. Opinions expressed in this message are those of the author, and are not binding on the company. Registered in England and Wales, No. 2796531 Registered office: Telford House, Corner Hall, Hemel Hempstead, Hertfordshire HP3 9HN A member of the Eckoh Plc group of companies. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: imagebd38bc.PNG Type: image/png Size: 1931 bytes Desc: imagebd38bc.PNG URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image02e72d.PNG Type: image/png Size: 1275 bytes Desc: image02e72d.PNG URL: From sven.sternberger at desy.de Thu Dec 18 09:27:36 2014 From: sven.sternberger at desy.de (Sternberger, Sven) Date: Thu, 18 Dec 2014 15:27:36 +0100 (CET) Subject: [rt-users] Memory issue In-Reply-To: <70C024BFE448934EB725E2E63AA1AE4709E5D8DB@UKTH007-EXCH.eckoh.com> References: <70C024BFE448934EB725E2E63AA1AE4709E5D8DB@UKTH007-EXCH.eckoh.com> Message-ID: <859192625.91660.1418912856004.JavaMail.zimbra@desy.de> Hello! first look at http://www.linuxatemyram.com/ then look at the configuration of your DB Server, the webserver don't need so much memory. For mysql the parameter is innodb_buffer_pool_size And size equal speed and 1GB is is not a lot of memory today .... regards! Sven ----- Urspr?ngliche Mail ----- > Von: "Atif Mehboob" > An: rt-users at lists.bestpractical.com > Gesendet: Donnerstag, 18. Dezember 2014 15:15:45 > Betreff: [rt-users] Memory issue > Hi All, > All of sudden we are having memory issue on our RT host. I already added 1G > of memory on the host but still can see it is using all the memory on host. > Any suggestions please? > Cheers, > Atif > -- > Atif Mehboob > Linux Administrator > Eckoh UK Limited > Telford House, Corner Hall > Hemel Hempstead, Hertfordshire HP3 9HN > T 01442 458336 > M n/a > W www.eckoh.com > US Headquarters: > Eckoh, Inc. > 11811 N. Tatum Blvd., Suite 3031 > Phoenix, AZ 85028 > This communication contains information, which is confidential and may also > be privileged. It is for the exclusive use of the intended recipient(s) > only. If you are not the intended recipient(s) please note that any form of > distribution, copying or use of this communication or the information in it > is strictly prohibited and may be unlawful. If you have received this > communication in error please return it to the sender and then delete it. > Opinions expressed in this message are those of the author, and are not > binding on the company. > Registered in England and Wales, No. 2796531 > Registered office: Telford House, Corner Hall, Hemel Hempstead, Hertfordshire > HP3 9HN > A member of the Eckoh Plc group of companies. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Markus.Wildbolz at eu.magna.com Fri Dec 19 03:13:18 2014 From: Markus.Wildbolz at eu.magna.com (Markus.Wildbolz at eu.magna.com) Date: Fri, 19 Dec 2014 09:13:18 +0100 Subject: [rt-users] Migrating maildomain Message-ID: Hi guys! We are currently in a corporate-wide migration process of our mail domains. Old domain: @xy.company.com New domain: @company.com We are using ExternalAuth to connect to our LDAP. At the moment, the mail addresses in LDAP correspond to the old maildomain. If a user logs on at RT (or sends a mail), is the email address updated automatically or do we get new users with the new mail adresses? How could I tell RT, that two mail addresses correspond to the same user? Is there anything i could configure?? Would be great, if someone has some hints for me where to start... Greetings, Markus -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Fri Dec 19 10:33:52 2014 From: ktm at rice.edu (ktm at rice.edu) Date: Fri, 19 Dec 2014 09:33:52 -0600 Subject: [rt-users] Migrating maildomain In-Reply-To: References: Message-ID: <20141219153352.GU20516@aart.rice.edu> On Fri, Dec 19, 2014 at 09:13:18AM +0100, Markus.Wildbolz at eu.magna.com wrote: > Hi guys! > > We are currently in a corporate-wide migration process of our mail > domains. > Old domain: @xy.company.com > New domain: @company.com > > We are using ExternalAuth to connect to our LDAP. At the moment, the mail > addresses in LDAP correspond to the old maildomain. > If a user logs on at RT (or sends a mail), is the email address updated > automatically or do we get new users with the new mail adresses? > How could I tell RT, that two mail addresses correspond to the same user? > Is there anything i could configure?? > > Would be great, if someone has some hints for me where to start... > > Greetings, > Markus Hi Markus, We run an update for the user's information in RT nightly based on their uid in the directory. In our case we let our community select their preferred Email address to be used by official communication. The only gotcha was to ensure that CanonicalizeEmailAddress would accept both the old account address and the new address during the transition period. In your case, it should be one-to-one, but if you do not account for it you can get a failed to create user error due to the conflict. Regards, Ken From jrhett at netconsonance.com Fri Dec 19 16:00:36 2014 From: jrhett at netconsonance.com (Jo Rhett) Date: Fri, 19 Dec 2014 13:00:36 -0800 Subject: [rt-users] patch for configurable crypt method? Message-ID: While I am very glad to see RT upgrade to blowfish/bcrypt password encryption with RT4 it has created a problem for sites which synchronize passwords. Some systems (even modern Red Hat/CentOS) have no bcrypt support in glibc. I haven?t looked in depth, but it appears from the patches that bcrypt is hardcoded. Would BP accept a patch which enables a configuration parameter to select the crypt method? -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects. From m81l1ngl15t5 at gmail.com Sat Dec 20 10:31:15 2014 From: m81l1ngl15t5 at gmail.com (Jason Foster) Date: Sat, 20 Dec 2014 10:31:15 -0500 Subject: [rt-users] Warning before sending correspondence Message-ID: <397E4F63-EF29-4BD4-8329-ACD0173D9BAA@gmail.com> We just got ... singed ... when someone accidentally sent a comment as correspondence. Even with the red background in the message box. I'm guessing that this is a common failure mode, and am wondering whether there is a { setting, plugin } that will pop up a "This is going to the Requestor ... are you sure?" alert before sending? Thanks! Jason From lstewart at iweb.com Sun Dec 21 01:36:58 2014 From: lstewart at iweb.com (Landon Stewart) Date: Sat, 20 Dec 2014 22:36:58 -0800 Subject: [rt-users] Warning before sending correspondence In-Reply-To: <397E4F63-EF29-4BD4-8329-ACD0173D9BAA@gmail.com> References: <397E4F63-EF29-4BD4-8329-ACD0173D9BAA@gmail.com> Message-ID: On Dec 20, 2014, at 7:31 AM, Jason Foster wrote: > > We just got ... singed ... when someone accidentally sent a comment as correspondence. Even with the red background in the message box. > > I'm guessing that this is a common failure mode, and am wondering whether there is a { setting, plugin } that will pop up a "This is going to the Requestor ... are you sure?" alert before sending? There's definitely no setting and I don't think I've seen a plugin for this. Although this sounds like one of those cases where a technological solution to a problem with people might not be the answer perhaps modifying the textbox with some default text (ie. "This response will be seen by customers - remove this text.") for correspondence with something they have to actually remove before typing might be a relatively simple way to achieve some warning. -- Landon Stewart : lstewart at iweb.com Lead Specialist, Abuse and Security Management Sp?cialiste principal, gestion des abus et s?curit? http://iweb.com : +1 (888) 909-4932 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 203 bytes Desc: Message signed with OpenPGP using GPGMail URL: From ram0502 at gmail.com Sun Dec 21 13:04:24 2014 From: ram0502 at gmail.com (Ram) Date: Sun, 21 Dec 2014 10:04:24 -0800 Subject: [rt-users] Warning before sending correspondence Message-ID: > > > We just got ... singed ... when someone accidentally sent a comment as > correspondence. Even with the red background in the message box. > > > > I'm guessing that this is a common failure mode, and am wondering > whether there is a { setting, plugin } that will pop up a "This is going to > the Requestor ... are you sure?" alert before sending? > > There's definitely no setting and I don't think I've seen a plugin for > this. Although this sounds like one of those cases where a technological > solution to a problem with people might not be the answer perhaps modifying > the textbox with some default text (ie. "This response will be seen by > customers - remove this text.") for correspondence with something they have > to actually remove before typing might be a relatively simple way to > achieve some warning. > > I agree with Landon's opinion here, a pop-up alert is overly heavy handed. Clearer wording should do it. I had a similar problem when we first started using RT, my solution was to change the labeling. The easiest way to do this: 1 create a file: rt/local/po/en.po [assuming "en" is the language your folks use] 2 in that file put the following text (I indented for clarity in this email, you should not indent in the file): msgid "Reply" msgstr "Public Reply" msgid "Comment" msgstr "Private Comment" be sure that the directory and file permissions are similar to other parts of the rt folder so you don't get permissions errors. As usual when changing RT config or files you should clear the mason cache (rm -rf rt/var/mason_data/obj/*) and restart the webserver. cheers, ram -------------- next part -------------- An HTML attachment was scrubbed... URL: From Daniel.Schwager at dtnet.de Wed Dec 24 08:21:32 2014 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Wed, 24 Dec 2014 13:21:32 +0000 Subject: [rt-users] rt3.8.17 / nginx and document-root Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F20C8010F@exchange2.dtnet.de> Hi, because nginx ist about 20-30% faster than apache2, we tries to move to nginx. Our URL is http:///rt so WebPath insode RT_SiteConfig.pm is set to "/rt". Our current nginx config (1) works fine (but only in the document root http://, but not with http:///rt) I'm not familiar with nginx and spent now about 4 hours trying to configure rt3+nginx to use http:///rt as the base-url - but I was not able to manage it. Maybe somebody show me how to configure RT/ngnix for a non-root URL ? regards Danny (1) /etc/nginx/conf.d/rt3.conf server { listen 80; server_name artee2.domain.de; root /opt/rt3/share/html; index index.html index.htm; location / { fastcgi_pass unix:/opt/rt3/var/fastcgi.sock; include /etc/nginx/fastcgi_params; fastcgi_param QUERY_STRING $query_string; fastcgi_param REQUEST_METHOD $request_method; fastcgi_param CONTENT_TYPE $content_type; fastcgi_param CONTENT_LENGTH $content_length; fastcgi_param SCRIPT_NAME ""; fastcgi_param PATH_INFO $uri; } } Viele Gruesse Daniel Schwager ------------------------------------------------------------------- DT Netsolution GmbH - Tal?ckerstr. 30 - D-70437 Stuttgart Gesch?ftsf?hrer: Daniel Schwager, Stefan H?rz - HRB Stuttgart 19870 Tel: +49-711-849910-32, Fax: -932 - Mailto:daniel.schwager at dtnet.de -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2279 bytes Desc: not available URL: From tbrumm at mac.com Wed Dec 24 11:22:22 2014 From: tbrumm at mac.com (Torsten Brumm) Date: Wed, 24 Dec 2014 17:22:22 +0100 Subject: [rt-users] rt3.8.17 / nginx and document-root In-Reply-To: <5C4B841CCF894A4CBD8B13E25E2A575F20C8010F@exchange2.dtnet.de> References: <5C4B841CCF894A4CBD8B13E25E2A575F20C8010F@exchange2.dtnet.de> Message-ID: <6B94E95C-74E1-4B1D-BFB1-F320D3F6838E@mac.com> Search github for rt-extension-nginx as good starting point. Von meinem iPhone gesendet > Am 24.12.2014 um 14:21 schrieb Daniel Schwager : > > Hi, > > because nginx ist about 20-30% faster than apache2, we tries to move to nginx. Our URL is http:///rt > so WebPath insode RT_SiteConfig.pm is set to "/rt". > > Our current nginx config (1) works fine (but only in the document root http://, but not with http:///rt) > > I'm not familiar with nginx and spent now about 4 hours trying to configure rt3+nginx to use http:///rt as the base-url - but I was not able to manage it. > > Maybe somebody show me how to configure RT/ngnix for a non-root URL ? > > regards > Danny > > (1) /etc/nginx/conf.d/rt3.conf > > server { > listen 80; > server_name artee2.domain.de; > > root /opt/rt3/share/html; > index index.html index.htm; > > location / { > fastcgi_pass unix:/opt/rt3/var/fastcgi.sock; > > include /etc/nginx/fastcgi_params; > fastcgi_param QUERY_STRING $query_string; > fastcgi_param REQUEST_METHOD $request_method; > fastcgi_param CONTENT_TYPE $content_type; > fastcgi_param CONTENT_LENGTH $content_length; > > fastcgi_param SCRIPT_NAME ""; > fastcgi_param PATH_INFO $uri; > } > } > > > Viele Gruesse > Daniel Schwager > > ------------------------------------------------------------------- > DT Netsolution GmbH - Tal?ckerstr. 30 - D-70437 Stuttgart > Gesch?ftsf?hrer: Daniel Schwager, Stefan H?rz - HRB Stuttgart 19870 > Tel: +49-711-849910-32, Fax: -932 - Mailto:daniel.schwager at dtnet.de > > > > From Daniel.Schwager at dtnet.de Wed Dec 24 16:35:52 2014 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Wed, 24 Dec 2014 21:35:52 +0000 Subject: [rt-users] rt3.8.17 / nginx and document-root In-Reply-To: <6B94E95C-74E1-4B1D-BFB1-F320D3F6838E@mac.com> References: <5C4B841CCF894A4CBD8B13E25E2A575F20C8010F@exchange2.dtnet.de> <6B94E95C-74E1-4B1D-BFB1-F320D3F6838E@mac.com> Message-ID: <5C4B841CCF894A4CBD8B13E25E2A575F20C80419@exchange2.dtnet.de> Hi Torsten, thanks for this information - there's the fix - important lines are "location" and "rewrite" - see (1). Works now like a charme (-: Thx Danny (1) nginx / non-root configuration (http://artee2.domain.de/rt) server { listen 80; server_name artee2.domain.de; root /tmp; location ^~ /rt/ { fastcgi_pass unix:/opt/rt3/var/fastcgi.sock; rewrite ^/rt(/.*)$ $1 break; include /etc/nginx/fastcgi_params; fastcgi_param QUERY_STRING $query_string; fastcgi_param REQUEST_METHOD $request_method; fastcgi_param CONTENT_TYPE $content_type; fastcgi_param CONTENT_LENGTH $content_length; fastcgi_param SCRIPT_NAME ""; fastcgi_param PATH_INFO $uri; } } > -----Original Message----- > From: Torsten Brumm [mailto:tbrumm at mac.com] > Sent: Wednesday, December 24, 2014 5:22 PM > To: Daniel Schwager > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] rt3.8.17 / nginx and document-root > > Search github for rt-extension-nginx as good starting point. > > Von meinem iPhone gesendet > > > Am 24.12.2014 um 14:21 schrieb Daniel Schwager : > > > > Hi, > > > > because nginx ist about 20-30% faster than apache2, we tries to move to nginx. Our URL is http:// url>/rt > > so WebPath insode RT_SiteConfig.pm is set to "/rt". > > > > Our current nginx config (1) works fine (but only in the document root http://, but not with > http:///rt) > > > > I'm not familiar with nginx and spent now about 4 hours trying to configure rt3+nginx to use http:// url>/rt as the base-url - but I was not able to manage it. > > > > Maybe somebody show me how to configure RT/ngnix for a non-root URL ? > > > > regards > > Danny > > > > (1) /etc/nginx/conf.d/rt3.conf > > > > server { > > listen 80; > > server_name artee2.domain.de; > > > > root /opt/rt3/share/html; > > index index.html index.htm; > > > > location / { > > fastcgi_pass unix:/opt/rt3/var/fastcgi.sock; > > > > include /etc/nginx/fastcgi_params; > > fastcgi_param QUERY_STRING $query_string; > > fastcgi_param REQUEST_METHOD $request_method; > > fastcgi_param CONTENT_TYPE $content_type; > > fastcgi_param CONTENT_LENGTH $content_length; > > > > fastcgi_param SCRIPT_NAME ""; > > fastcgi_param PATH_INFO $uri; > > } > > } > > > > > > Viele Gruesse > > Daniel Schwager > > > > ------------------------------------------------------------------- > > DT Netsolution GmbH - Tal?ckerstr. 30 - D-70437 Stuttgart > > Gesch?ftsf?hrer: Daniel Schwager, Stefan H?rz - HRB Stuttgart 19870 > > Tel: +49-711-849910-32, Fax: -932 - Mailto:daniel.schwager at dtnet.de > > > > > > > > -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2279 bytes Desc: not available URL: From me at payam124.com Thu Dec 25 03:23:29 2014 From: me at payam124.com (Payam Poursaied) Date: Thu, 25 Dec 2014 00:23:29 -0800 Subject: [rt-users] warning message on set ReferTo In-Reply-To: References: <051701d01a23$18698350$493c89f0$@payam124.com> Message-ID: <051401d0201c$123b3e70$36b1bb50$@payam124.com> Hi Alex That line copied exactly from the script. The whole idea of my script is searching for specific ticket based on customefiled and refer a newly created ticket to the first ticket which has the same customfiled value. First it fills some customfields based on body of the first transaction and tries then find the first ticket which is similar to that ticket (i.e. has the same value in one of its customfield) and creates a ?Refer To? link to that ticket. Concept is very similar to http://requesttracker.wikia.com/wiki/AddRefersToOnEqualCustomField but instead of putting the code as a ?Scrips? I run it as a standalone perl script. I have put my code and some of the errors below The only thing which might be relevant to this case is, I have one scrips with user defined condition. The condition code is in the below table: return 0 unless $self->TransactionObj->Type eq "Create"; my $ChatArchiverTo='xxxxx\@yyyyy.com'; my $scrip='scripname'; my $TO=""; if (defined($self->TransactionObj->Attachments->First->GetHeader("To"))){ $TO = $self->TransactionObj->Attachments->First->GetHeader("To"); } if($self->TicketObj->Subject =~ m/New App Request/){ return 0; } if (($TO =~ /$ChatArchiverTo/i)){ $RT::Logger->debug( "$scrip: $TO found in to"); return 0; } else{ $RT::Logger->debug( "$scrip: $TO was not found in to"); return 1; } my $tickets = new RT::Tickets($RT::SystemUser); # Used to store Ticket search results $tickets->LimitQueue(VALUE =>'Appforall'); $tickets->LimitSubject(VALUE=>'New App Request', OPERATOR=>'='); $tickets->LimitId(VALUE=>3234491,OPERATOR=>'>'); $tickets->OrderByCols({FIELD=>'Id', ORDER =>'ASC'}); $tickets->LimitCustomField(CUSTOMFIELD => $afa_req_type, OPERATOR => "!=", VALUE => $afa_req_type_type); while (my $Ticket = $tickets->Next) { my $customer_id=""; my $app_name=""; my $txns = $Ticket->Transactions; while (my $txn = $txns->Next ) { if ($txn->Type ne 'Create'){ next; } my $attachments = RT::Attachments->new($txn->CurrentUser); $attachments->Limit( FIELD => 'TransactionID', VALUE => $txn->id ); $attachments->ContentType (VALUE => 'text/plain'); $attachments->OrderBy( FIELD => 'Id', ORDER => 'ASC' ); while ( my $a = $attachments->Next ) { if($a->Content =~ /customer_id = (\d+).*app_name = ([^\n]+)/s){ $customer_id=$1; $app_name=$2; last; } } } if ($customer_id eq '' or $app_name eq ''){ print "ERROR: customer_id or app_name for ticket $Ticket->Id did not find\n"; next; } my $ptickets = new RT::Tickets($RT::SystemUser); $ptickets->LimitQueue(VALUE =>'Appforall'); $ptickets->LimitCustomField(CUSTOMFIELD => $afa_req_type, OPERATOR => "=", VALUE => $afa_req_type_type); $ptickets->LimitCustomField(CUSTOMFIELD => $afa_appname, OPERATOR => "=", VALUE => "$app_name"); $ptickets->LimitId(VALUE=>$Ticket->Id,OPERATOR=>'<'); $ptickets->LimitId(VALUE=>3234491,OPERATOR=>'>'); $ptickets->OrderByCols({FIELD=>'Id', ORDER =>'ASC'}); my $pticket_id=''; if (my $PTicket=$ptickets->Next){ $pticket_id=$PTicket->Id; } print $Ticket->Id,"\t",$customer_id,"\t",$app_name,"PARENT-----$pticket_id\n"; if (defined($ARGV[0]) and $ARGV[0] eq 'set'){ $Ticket->AddCustomFieldValue(Field=>$afa_channel, Value=>$afa_chat, RecordTransaction=>0); $Ticket->AddCustomFieldValue(Field=>$afa_req_type, Value=>$afa_req_type_type, RecordTransaction=>0); $Ticket->AddCustomFieldValue(Field=>$afa_customerid, Value=>$customer_id, RecordTransaction=>0); $Ticket->AddCustomFieldValue(Field=>$afa_appname, Value=>$app_name, RecordTransaction=>0); if ($pticket_id ne ''){ $Ticket->AddLink(Type=>'RefersTo',Target=>$pticket_id,RecordTransactiosn=>0); } } } # Ticket loop $RT::Handle->Disconnect(); exit; [21743] [Mon Dec 22 08:21:54 2014] [warning]: RT::Handle=HASH(0x802572660) couldn't execute the query 'SELECT COUNT(DISTINCT main.id) FROM Scrips main JOIN ObjectScrips ObjectScrips_1 ON ( ObjectScrips_1.Scrip = main.id ) JOIN ScripConditions ScripConditions_2 ON ( ScripConditions_2.id = main.ScripCondition ) WHERE (ObjectScrips_1.ObjectId = '120' OR ObjectScrips_1.ObjectId = '0') AND (ObjectScrips_1.Stage = 'TransactionBatch') AND (ScripConditions_2.ApplicableTransTypes LIKE '%AddLink%' OR ScripConditions_2.ApplicableTransTypes LIKE '%Any%') AND (main.Disabled = '0') ' at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 602. DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x802572660), "SELECT COUNT(DISTINCT main.id) FROM Scrips main JOIN ObjectSc"...) called at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder.pm line 295 DBIx::SearchBuilder::_DoCount(RT::Scrips=HASH(0x80dd41c18)) called at /opt/rt4/lib//RT/SearchBuilder.pm line 996 RT::SearchBuilder::_DoCount(RT::Scrips=HASH(0x80dd41c18)) called at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder.pm line 1471 DBIx::SearchBuilder::Count(RT::Scrips=HASH(0x80dd41c18)) called at /opt/rt4/lib//RT/Scrips.pm line 495 RT::Scrips::_FindScrips(RT::Scrips=HASH(0x80dd41c18), "Stage", "TransactionBatch", "Type", "AddLink") called at /opt/rt4/lib//RT/Scrips.pm line 343 RT::Scrips::Prepare(RT::Scrips=HASH(0x80dd41c18), "Type", "AddLink", "TransactionObj", RT::Transaction=HASH(0x80deae7b0), "Ticket", undef, "TicketObj", RT::Ticket=HASH(0x80dd41600), ...) called at /opt/rt4/lib//RT/Scrips.pm line 291 RT::Scrips::Apply(RT::Scrips=HASH(0x80dd41c18), "Stage", "TransactionBatch", "TicketObj", RT::Ticket=HASH(0x80dd41600), "TransactionObj", RT::Transaction=HASH(0x80deae7b0), "Type", "AddLink", ...) called at /opt/rt4/lib//RT/Ticket.pm line 2598 RT::Ticket::_ApplyTransactionBatch(RT::Ticket=HASH(0x80dd41600)) called at /opt/rt4/lib//RT/Ticket.pm line 2569 RT::Ticket::ApplyTransactionBatch(RT::Ticket=HASH(0x80dd41600)) called at /opt/rt4/lib//RT/Ticket.pm line 2639 RT::Ticket::DESTROY(RT::Ticket=HASH(0x80dd41600)) called at 02.pl line 149 eval {...} called at 02.pl line 149 (/usr/local/lib/perl5/site_perl/5.14.2/Carp.pm:169) [82765] [Thu Dec 25 04:19:52 2014] [warning]: RT::Handle=HASH(0x802572648) couldn't execute the query 'SELECT * FROM Tickets WHERE id = ?' at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 602. DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x802572648), "SELECT * FROM Tickets WHERE id = ?", 3330370) called at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1234 DBIx::SearchBuilder::Record::_LoadFromSQL(RT::Ticket=HASH(0x80beca300), "SELECT * FROM Tickets WHERE id = ?", 3330370) called at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1153 DBIx::SearchBuilder::Record::LoadByCols(RT::Ticket=HASH(0x80beca300), "id", 3330370) called at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols(RT::Ticket=HASH(0x80beca300), "id", 3330370) called at /opt/rt4/lib//RT/Record.pm line 396 RT::Record::LoadByCols(RT::Ticket=HASH(0x80beca300), "id", 3330370) called at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1168 DBIx::SearchBuilder::Record::LoadById(RT::Ticket=HASH(0x80beca300), 3330370) called at /opt/rt4/lib//RT/Ticket.pm line 146 RT::Ticket::Load(RT::Ticket=HASH(0x80beca300), 3330370) called at /opt/rt4/lib//RT/Ticket.pm line 2581 RT::Ticket::_ApplyTransactionBatch(RT::Ticket=HASH(0x80becab88)) called at /opt/rt4/lib//RT/Ticket.pm line 2569 RT::Ticket::ApplyTransactionBatch(RT::Ticket=HASH(0x80becab88)) called at /opt/rt4/lib//RT/Ticket.pm line 2639 RT::Ticket::DESTROY(RT::Ticket=HASH(0x80becab88)) called at 02.pl line 149 eval {...} called at 02.pl line 149 (/usr/local/lib/perl5/site_perl/5.14.2/Carp.pm:169) [82765] [Thu Dec 25 04:19:52 2014] [warning]: TransactionBatch was fired on a ticket that no longer exists; unable to run scrips! Call ->ApplyTransactionBatch before shredding the ticket, for consistent results. (/opt/rt4/lib//RT/Ticket.pm:2588) From: Alex Peters [mailto:alex at peters.net] Sent: Wednesday, December 17, 2014 2:31 PM To: Payam Poursaied; rt-users at lists.bestpractical.com Subject: Re: [rt-users] warning message on set ReferTo I can't see any obvious problems based on your error messages. There seems to be a typo in the code. Is that directly copied from your script? Have you considered enabling debugging from within your script? On Thu, 18 Dec 2014 5:04 am Payam Poursaied > wrote: Hi All I have created a script which has below command to create a link $Ticket->AddLink(Type=>'RefersTo',Target=>$pticket_id,RecordTransactiosn=>0) ; When I run the script ReferTo link created, but I got below warning as well. RT version 4.2.8 And line 149 of 02.pl is exit line. Any idea? [85829] [Wed Dec 17 07:14:20 2014] [warning]: RT::Handle=HASH(0x802572648) couldn't execute the query 'SELECT * FROM Tickets WHERE id = ?' at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 602. DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x802572648), "SELECT * FROM Tickets WHERE id = ?", 3311056) called at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1234 DBIx::SearchBuilder::Record::_LoadFromSQL(RT::Ticket=HASH(0x80e255cf0), "SELECT * FROM Tickets WHERE id = ?", 3311056) called at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1153 DBIx::SearchBuilder::Record::LoadByCols(RT::Ticket=HASH(0x80e255cf0), "id", 3311056) called at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record/Cachable.pm line 120 DBIx::SearchBuilder::Record::Cachable::LoadByCols(RT::Ticket=HASH(0x80e255cf 0), "id", 3311056) called at /opt/rt4/lib//RT/Record.pm line 396 RT::Record::LoadByCols(RT::Ticket=HASH(0x80e255cf0), "id", 3311056) called at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1168 DBIx::SearchBuilder::Record::LoadById(RT::Ticket=HASH(0x80e255cf0), 3311056) called at /opt/rt4/lib//RT/Ticket.pm line 146 RT::Ticket::Load(RT::Ticket=HASH(0x80e255cf0), 3311056) called at /opt/rt4/lib//RT/Ticket.pm line 2581 RT::Ticket::_ApplyTransactionBatch(RT::Ticket=HASH(0x80dd1a9f0)) called at /opt/rt4/lib//RT/Ticket.pm line 2569 RT::Ticket::ApplyTransactionBatch(RT::Ticket=HASH(0x80dd1a9f0)) called at /opt/rt4/lib//RT/Ticket.pm line 2639 RT::Ticket::DESTROY(RT::Ticket=HASH(0x80dd1a9f0)) called at 02.pl line 149 eval {...} called at 02.pl line 149 (/usr/local/lib/perl5/site_perl/5.14.2/Carp.pm:169) -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Thu Dec 25 21:40:48 2014 From: alex at peters.net (Alex Peters) Date: Fri, 26 Dec 2014 13:40:48 +1100 Subject: [rt-users] warning message on set ReferTo In-Reply-To: <051401d0201c$123b3e70$36b1bb50$@payam124.com> References: <051701d01a23$18698350$493c89f0$@payam124.com> <051401d0201c$123b3e70$36b1bb50$@payam124.com> Message-ID: The line in your first message: $Ticket->AddLink(Type=>'RefersTo',Target=>$pticket_id,RecordTransactiosn=>0); has a typo in "RecordTransaction", but I'm not sure that that parameter actually applies to the AddLink method. It can probably be removed altogether. In any case, I don't think that that is causing any problems. Your scrip with the user-defined condition ("on create, if ticket subject is not 'New App Request' and To: header does not include xxxxx at yyyyy.com") doesn't seem relevant in this case, since your script doesn't appear to be creating tickets. I notice that you've only provided 70 lines of your script (79 lines are missing). I can't see any obvious problems with the code you've provided. I suspect that the warnings are being caused by something earlier in the script. Out of curiosity, why do you run this code as a standalone script instead of a scrip? Your script operates specifically on Create transactions, so wouldn't it be preferable to create all of the links at the time of ticket creation? On 25 December 2014 at 19:23, Payam Poursaied wrote: > Hi Alex > > That line copied exactly from the script. > > > > The whole idea of my script is searching for specific ticket based on > customefiled and refer a newly created ticket to the first ticket which has > the same customfiled value. > > First it fills some customfields based on body of the first transaction > and tries then find the first ticket which is similar to that ticket (i.e. > has the same value in one of its customfield) and creates a ?Refer To? link > to that ticket. > > > > Concept is very similar to > http://requesttracker.wikia.com/wiki/AddRefersToOnEqualCustomField but > instead of putting the code as a ?Scrips? I run it as a standalone perl > script. > > > > > > I have put my code and some of the errors below > > > > The only thing which might be relevant to this case is, I have one scrips > with user defined condition. > > The condition code is in the below table: > > return 0 unless $self->TransactionObj->Type eq "Create"; > > my $ChatArchiverTo='xxxxx\@yyyyy.com'; > > my $scrip='scripname'; > > my $TO=""; > > if (defined($self->TransactionObj->Attachments->First->GetHeader("To"))){ > > $TO = $self->TransactionObj->Attachments->First->GetHeader("To"); > > } > > if($self->TicketObj->Subject =~ m/New App Request/){ > > return 0; > > } > > if (($TO =~ /$ChatArchiverTo/i)){ > > $RT::Logger->debug( "$scrip: $TO found in to"); > > return 0; > > } > > else{ > > $RT::Logger->debug( "$scrip: $TO was not found in to"); > > return 1; > > } > > > > > > my $tickets = new RT::Tickets($RT::SystemUser); # Used to store Ticket > search results > > $tickets->LimitQueue(VALUE =>'Appforall'); > > $tickets->LimitSubject(VALUE=>'New App Request', OPERATOR=>'='); > > $tickets->LimitId(VALUE=>3234491,OPERATOR=>'>'); > > $tickets->OrderByCols({FIELD=>'Id', ORDER =>'ASC'}); > > $tickets->LimitCustomField(CUSTOMFIELD => $afa_req_type, > > OPERATOR => "!=", > > VALUE => $afa_req_type_type); > > while (my $Ticket = $tickets->Next) { > > my $customer_id=""; > > my $app_name=""; > > my $txns = $Ticket->Transactions; > > while (my $txn = $txns->Next ) { > > if ($txn->Type ne 'Create'){ > > next; > > } > > my $attachments = RT::Attachments->new($txn->CurrentUser); > > $attachments->Limit( FIELD => 'TransactionID', VALUE => $txn->id ); > > $attachments->ContentType (VALUE => 'text/plain'); > > $attachments->OrderBy( FIELD => 'Id', ORDER => 'ASC' ); > > while ( my $a = $attachments->Next ) { > > if($a->Content =~ /customer_id = (\d+).*app_name = > ([^\n]+)/s){ > > $customer_id=$1; > > $app_name=$2; > > last; > > } > > } > > } > > > > if ($customer_id eq '' or $app_name eq ''){ > > print "ERROR: customer_id or app_name for ticket $Ticket->Id did > not find\n"; > > next; > > } > > my $ptickets = new RT::Tickets($RT::SystemUser); > > $ptickets->LimitQueue(VALUE =>'Appforall'); > > $ptickets->LimitCustomField(CUSTOMFIELD => $afa_req_type, > > OPERATOR => "=", > > VALUE => $afa_req_type_type); > > $ptickets->LimitCustomField(CUSTOMFIELD => $afa_appname, > > OPERATOR => "=", > > VALUE => "$app_name"); > > $ptickets->LimitId(VALUE=>$Ticket->Id,OPERATOR=>'<'); > > $ptickets->LimitId(VALUE=>3234491,OPERATOR=>'>'); > > $ptickets->OrderByCols({FIELD=>'Id', ORDER =>'ASC'}); > > my $pticket_id=''; > > if (my $PTicket=$ptickets->Next){ > > $pticket_id=$PTicket->Id; > > } > > print > $Ticket->Id,"\t",$customer_id,"\t",$app_name,"PARENT-----$pticket_id\n"; > > > > if (defined($ARGV[0]) and $ARGV[0] eq 'set'){ > > $Ticket->AddCustomFieldValue(Field=>$afa_channel, > > Value=>$afa_chat, > > RecordTransaction=>0); > > $Ticket->AddCustomFieldValue(Field=>$afa_req_type, > > Value=>$afa_req_type_type, > > RecordTransaction=>0); > > $Ticket->AddCustomFieldValue(Field=>$afa_customerid, > > Value=>$customer_id, > > RecordTransaction=>0); > > $Ticket->AddCustomFieldValue(Field=>$afa_appname, > > Value=>$app_name, > > RecordTransaction=>0); > > if ($pticket_id ne ''){ > > > $Ticket->AddLink(Type=>'RefersTo',Target=>$pticket_id,RecordTransactiosn=>0); > > } > > } > > } # Ticket loop > > $RT::Handle->Disconnect(); > > exit; > > > > [21743] [Mon Dec 22 08:21:54 2014] [warning]: RT::Handle=HASH(0x802572660) > couldn't execute the query 'SELECT COUNT(DISTINCT main.id) FROM Scrips > main JOIN ObjectScrips ObjectScrips_1 ON ( ObjectScrips_1.Scrip = main.id > ) JOIN ScripConditions ScripConditions_2 ON ( ScripConditions_2.id = > main.ScripCondition ) WHERE (ObjectScrips_1.ObjectId = '120' OR > ObjectScrips_1.ObjectId = '0') AND (ObjectScrips_1.Stage = > 'TransactionBatch') AND (ScripConditions_2.ApplicableTransTypes LIKE > '%AddLink%' OR ScripConditions_2.ApplicableTransTypes LIKE '%Any%') AND > (main.Disabled = '0') ' at > /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 602. > > > DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x802572660), > "SELECT COUNT(DISTINCT main.id) FROM Scrips main JOIN ObjectSc"...) > called at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder.pm line > 295 > > DBIx::SearchBuilder::_DoCount(RT::Scrips=HASH(0x80dd41c18)) called > at /opt/rt4/lib//RT/SearchBuilder.pm line 996 > > RT::SearchBuilder::_DoCount(RT::Scrips=HASH(0x80dd41c18)) called > at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder.pm line 1471 > > DBIx::SearchBuilder::Count(RT::Scrips=HASH(0x80dd41c18)) called at > /opt/rt4/lib//RT/Scrips.pm line 495 > > RT::Scrips::_FindScrips(RT::Scrips=HASH(0x80dd41c18), "Stage", > "TransactionBatch", "Type", "AddLink") called at /opt/rt4/lib//RT/Scrips.pm > line 343 > > RT::Scrips::Prepare(RT::Scrips=HASH(0x80dd41c18), "Type", > "AddLink", "TransactionObj", RT::Transaction=HASH(0x80deae7b0), "Ticket", > undef, "TicketObj", RT::Ticket=HASH(0x80dd41600), ...) called at > /opt/rt4/lib//RT/Scrips.pm line 291 > > RT::Scrips::Apply(RT::Scrips=HASH(0x80dd41c18), "Stage", > "TransactionBatch", "TicketObj", RT::Ticket=HASH(0x80dd41600), > "TransactionObj", RT::Transaction=HASH(0x80deae7b0), "Type", "AddLink", > ...) called at /opt/rt4/lib//RT/Ticket.pm line 2598 > > RT::Ticket::_ApplyTransactionBatch(RT::Ticket=HASH(0x80dd41600)) > called at /opt/rt4/lib//RT/Ticket.pm line 2569 > > RT::Ticket::ApplyTransactionBatch(RT::Ticket=HASH(0x80dd41600)) > called at /opt/rt4/lib//RT/Ticket.pm line 2639 > > RT::Ticket::DESTROY(RT::Ticket=HASH(0x80dd41600)) called at 02.pl > line 149 > > eval {...} called at 02.pl line 149 > (/usr/local/lib/perl5/site_perl/5.14.2/Carp.pm:169) > > > > [82765] [Thu Dec 25 04:19:52 2014] [warning]: RT::Handle=HASH(0x802572648) > couldn't execute the query 'SELECT * FROM Tickets WHERE id = ?' at > /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 602. > > > DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x802572648), > "SELECT * FROM Tickets WHERE id = ?", 3330370) called at > /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1234 > > > DBIx::SearchBuilder::Record::_LoadFromSQL(RT::Ticket=HASH(0x80beca300), > "SELECT * FROM Tickets WHERE id = ?", 3330370) called at > /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1153 > > > DBIx::SearchBuilder::Record::LoadByCols(RT::Ticket=HASH(0x80beca300), "id", > 3330370) called at > /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record/Cachable.pm > line 120 > > > DBIx::SearchBuilder::Record::Cachable::LoadByCols(RT::Ticket=HASH(0x80beca300), > "id", 3330370) called at /opt/rt4/lib//RT/Record.pm line 396 > > RT::Record::LoadByCols(RT::Ticket=HASH(0x80beca300), "id", > 3330370) called at > /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1168 > > > DBIx::SearchBuilder::Record::LoadById(RT::Ticket=HASH(0x80beca300), > 3330370) called at /opt/rt4/lib//RT/Ticket.pm line 146 > > RT::Ticket::Load(RT::Ticket=HASH(0x80beca300), 3330370) called at > /opt/rt4/lib//RT/Ticket.pm line 2581 > > RT::Ticket::_ApplyTransactionBatch(RT::Ticket=HASH(0x80becab88)) > called at /opt/rt4/lib//RT/Ticket.pm line 2569 > > RT::Ticket::ApplyTransactionBatch(RT::Ticket=HASH(0x80becab88)) > called at /opt/rt4/lib//RT/Ticket.pm line 2639 > > RT::Ticket::DESTROY(RT::Ticket=HASH(0x80becab88)) called at 02.pl > line 149 > > eval {...} called at 02.pl line 149 > (/usr/local/lib/perl5/site_perl/5.14.2/Carp.pm:169) > > [82765] [Thu Dec 25 04:19:52 2014] [warning]: TransactionBatch was fired > on a ticket that no longer exists; unable to run scrips! Call > ->ApplyTransactionBatch before shredding the ticket, for consistent > results. (/opt/rt4/lib//RT/Ticket.pm:2588) > > > > *From:* Alex Peters [mailto:alex at peters.net ] > *Sent:* Wednesday, December 17, 2014 2:31 PM > *To:* Payam Poursaied; rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] warning message on set ReferTo > > > > I can't see any obvious problems based on your error messages. > > There seems to be a typo in the code. Is that directly copied from your > script? > > Have you considered enabling debugging from within your script? > > > > On Thu, 18 Dec 2014 5:04 am Payam Poursaied wrote: > > Hi All > I have created a script which has below command to create a link > > $Ticket->AddLink(Type=>'RefersTo',Target=>$pticket_id,RecordTransactiosn=>0) > ; > > When I run the script ReferTo link created, but I got below warning as > well. > RT version 4.2.8 > And line 149 of 02.pl is exit line. > > Any idea? > > [85829] [Wed Dec 17 07:14:20 2014] [warning]: RT::Handle=HASH(0x802572648) > couldn't execute the query 'SELECT * FROM Tickets WHERE id = ?' at > /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Handle.pm line > 602. > > DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x802572648), > "SELECT * FROM Tickets WHERE id = ?", 3311056) called at > /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line > 1234 > > DBIx::SearchBuilder::Record::_LoadFromSQL(RT::Ticket=HASH(0x80e255cf0), > "SELECT * FROM Tickets WHERE id = ?", 3311056) called at > /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line > 1153 > > DBIx::SearchBuilder::Record::LoadByCols(RT::Ticket=HASH(0x80e255cf0), "id", > 3311056) called at > /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record/Cachable.pm > line 120 > > > DBIx::SearchBuilder::Record::Cachable::LoadByCols(RT::Ticket=HASH(0x80e255cf > 0), "id", 3311056) called at /opt/rt4/lib//RT/Record.pm line 396 > RT::Record::LoadByCols(RT::Ticket=HASH(0x80e255cf0), "id", 3311056) > called at > /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm > line 1168 > DBIx::SearchBuilder::Record::LoadById(RT::Ticket=HASH(0x80e255cf0), > 3311056) called at /opt/rt4/lib//RT/Ticket.pm line 146 > RT::Ticket::Load(RT::Ticket=HASH(0x80e255cf0), 3311056) called at > /opt/rt4/lib//RT/Ticket.pm line 2581 > RT::Ticket::_ApplyTransactionBatch(RT::Ticket=HASH(0x80dd1a9f0)) > called at /opt/rt4/lib//RT/Ticket.pm line 2569 > RT::Ticket::ApplyTransactionBatch(RT::Ticket=HASH(0x80dd1a9f0)) > called at /opt/rt4/lib//RT/Ticket.pm line 2639 > RT::Ticket::DESTROY(RT::Ticket=HASH(0x80dd1a9f0)) called at 02.pl > line 149 > eval {...} called at 02.pl line 149 > (/usr/local/lib/perl5/site_perl/5.14.2/Carp.pm:169) > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Fri Dec 26 14:24:18 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 26 Dec 2014 14:24:18 -0500 Subject: [rt-users] Documentation for installing extensions In-Reply-To: References: <929B1061-3759-43A1-B0A0-393976760807@netconsonance.com> <3648449D-47DB-483D-8F29-C33E495B1021@netconsonance.com> <4CA40869-E0C3-482A-B883-80A5F64F37A3@netconsonance.com> <5489EFD7.7000103@bestpractical.com> <801BFA3A-3567-44AC-8B27-E207EBF29E33@netconsonance.com> <548B2EB1.9060406@bestpractical.com> <591FBCC8-3AC3-4E62-9EB0-440963108CB4@netconsonance.com> <548F5E9A.6000407@bestpractical.com> <900E0BEC-9C7B-4DCB-B86F-C5116731E229@netconsonance.com> <548F 85C6.305 0206@bestpractical.com> Message-ID: <549DB5E2.6040403@bestpractical.com> On 12/16/2014 05:15 PM, Jo Rhett wrote: > It failed exactly that way for me, even though we did use the stock > directory. On a fresh installation on a fresh node with nothing on it > but CentOS 6 with the provided Perl and having followed your > instructions for installing all dependencies from CPAN. Hm -- I can't replicate on a clean CentOS install. And you say that: perl -I/opt/rt4/lib Makefile.PL ...makes it work? Which module were you trying to install? Can you show the output of it not working? - Alex From alexmv at bestpractical.com Fri Dec 26 14:36:31 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 26 Dec 2014 14:36:31 -0500 Subject: [rt-users] patch for configurable crypt method? In-Reply-To: References: Message-ID: <549DB8BF.7050802@bestpractical.com> On 12/19/2014 04:00 PM, Jo Rhett wrote: > While I am very glad to see RT upgrade to blowfish/bcrypt password > encryption with RT4 it has created a problem for sites which > synchronize passwords. Some systems (even modern Red Hat/CentOS) have > no bcrypt support in glibc. > > I haven?t looked in depth, but it appears from the patches that > bcrypt is hardcoded. Would BP accept a patch which enables a > configuration parameter to select the crypt method? I don't think we'd take a general patch to do so, no -- though patching it locally shouldn't be too difficult. Note, however, that RT 3 used an unsalted MD5 (which is totally insecure), or (after RT 3.8.9) a truncated SHA-256 of a salted MD5 of the password -- which certainly wasn't portable. You have to go back to RT 2.0 to get a password hash in the database that is perhaps portable, which is the not-terribly-secure crypt(). As such, any solution which synchronized passwords with RT previously must have had custom code; one can presumably use a user-space implementation of bcrypt there. - Alex From mail at osfux.nl Tue Dec 30 04:38:44 2014 From: mail at osfux.nl (Ruben) Date: Tue, 30 Dec 2014 10:38:44 +0100 Subject: [rt-users] dealing with aftermath of upgrade from 4.0 to 4.2 : "no value sent for required parameter 'Object'" error message Message-ID: <54A272A4.90608@osfux.nl> Hi, I'm in the process of upgrading an RT4 installation to the latest release (and after that: to do some performance upgrading). If I upgrade RT4.0.22 to RT4.2.9 the installation starts suffering from multiple errors. The result of the upgrade is "clickable" and most of RT seems to be working. I'm hoping that some pointers from people that are more savvy to RT4's internals will help me resolve the issues I am facing. The upgrade has been performed on a cloned VM (ubuntu 12). There - unfortunately - were/are no scary error messages encountered during the upgrade. When we try to verify the upgrade it quickly becomes apparent that : Clicking on "Display" ( the generated URL being : https://tickets.quanza.net/Ticket/Display.html?id=XXX where XXX is the tickets ID) for an individual ticket results in this entry in the logfile: [2334] [Wed Dec 24 15:05:39 2014] [warning]: Use of uninitialized value in concatenation (.) or string at/ //opt/rt4/sbin/../lib/RT/Interface/Web.pm line 1884. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1883) [2334] [Wed Dec 24 15:05:39 2014] [warning]: Use of uninitialized value in concatenation (.) or string at/ //opt/rt4/sbin/../lib/RT/Interface/Web.pm line 1884. (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1883) [2334] [Wed Dec 24 15:05:40 2014] [error]: no value sent for required parameter 'Object' Stack: [/opt/rt4/local/html/Ticket/Elements/ShowSummary:98] [/opt/rt4/share/html/Widgets/TitleBox:56] [/opt/rt4/local/html/Ticket/Elements/ShowSummary:99] [/opt/rt4/share/html/Ticket/Display.html:62] [/opt/rt4/share/html/Widgets/TitleBox:56] [/opt/rt4/share/html/Ticket/Display.html:63] [/opt/rt4/share/html/Ticket/autohandler:66] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:681] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:369] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/lib/RT/Interface/Web/Handler.pm:208) I think it might have something to do with this comment: MakeClicky handlers added via a callback are now passed an "object" key in the parameter hash instead of "ticket". The object may be any RT::Record subclass. on https://www.bestpractical.com/docs/rt/4.2/UPGRADING-4.2.html , but I'm really kind of in the dark here. The steps performed (on the clone of my current RT4 setup) were: === wget https://download.bestpractical.com/pub/rt/release/rt-4.2.9.tar.gz tar -xvf rt-4.2.9.tar.gz cd rt-4.2.9 service apache2 stop make testdeps make fixdeps altering Makefile to fit our user-setup: RTGROUP = rt WEB_USER = www-data WEB_GROUP = rt make upgrade make upgrade-database rm -fr /opt/rt4/var/mason_data/obj sed -i 's/LogToScreen/LogToSTDERR/g' /opt/rt4/etc/RT_SiteConfig.pm chown www-data:rt /opt/rt4/var/data/gpg service apache2 start ==== I'm apologizing for asking the obvious if I really should have been heeding instructions that are available more closely (please feel free to point that out very blatantly :P). Any insights / thoughts on what might be going wrong here would be greatly appreciated (if any more information is required: i'm happy to provide it)! Kind regards, Ruben -------------- next part -------------- An HTML attachment was scrubbed... URL: From Jim.Tambling at datatote.co.uk Tue Dec 30 04:42:09 2014 From: Jim.Tambling at datatote.co.uk (Jim Tambling) Date: Tue, 30 Dec 2014 09:42:09 -0000 Subject: [rt-users] RT using single Office 365 account Message-ID: Hello Has anyone tried this? I have done it with Google Apps and setting up aliases for each queue. Can the same be achieved with Office 365? Regards Jim -------------- next part -------------- An HTML attachment was scrubbed... URL: From f3d at zepl.in Tue Dec 30 06:12:14 2014 From: f3d at zepl.in (f3d) Date: Tue, 30 Dec 2014 12:12:14 +0100 Subject: [rt-users] Include articles on cursor position Message-ID: <54A2888E.1080206@zepl.in> Hello, I haven't figured out if it's possible to include articles wherever I want in the reply text area. It looks like including articles are automatically done on the top. Sure, it's possible to cut and paste afterwards, but it's not really "practical". Am I missing something obvious or should I post an enhancement request ? Happy end of the year. -- f3d From steve.anderson at bipsolutions.com Tue Dec 30 08:25:42 2014 From: steve.anderson at bipsolutions.com (Steve Anderson) Date: Tue, 30 Dec 2014 13:25:42 +0000 Subject: [rt-users] RT using single Office 365 account In-Reply-To: References: Message-ID: <301D3D51AC1B13438C91BBC951ED471F0A36408E16@PEMEXMBX14.jellyfishnet.co.uk.local> While it's not office 365, I'm doing this with a single exchange account, grabbing the mail with fetchmail, and handing over to exim to process. Exim's seeing the address for the distribution lists for it. Not sure how it'd handle aliases. Steve From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim Tambling Sent: 30 December 2014 09:42 To: rt-users at lists.bestpractical.com Subject: [rt-users] RT using single Office 365 account Hello Has anyone tried this? I have done it with Google Apps and setting up aliases for each queue. Can the same be achieved with Office 365? Regards Jim ________________________________ BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. In order to improve the quality of the service we offer, calls may be recorded for quality management and training purposes. **************************************************************************** This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. **************************************************************************** -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Tue Dec 30 08:38:58 2014 From: alex at peters.net (Alex Peters) Date: Tue, 30 Dec 2014 13:38:58 +0000 Subject: [rt-users] dealing with aftermath of upgrade from 4.0 to 4.2 : "no value sent for required parameter 'Object'" error message References: <54A272A4.90608@osfux.nl> Message-ID: When you say "no scary error messages," does that mean that you still encountered some messages? The file /opt/rt4/local/html/Ticket/Elements/ShowSummary is a custom override, most definitely copied from an earlier RT version. You will need to identify what that override achieves differently to the stock version, and either copy those changes into a copy of RT v4.2.9's equivalent file, write those changes into a callback instead, or just delete the file altogether if it doesn't seem to bring any benefit. Altering the Makefile directly should never be needed; you should be able to pass options to the configure script instead. On Tue, 30 Dec 2014 8:47 pm Ruben wrote: > Hi, > > I'm in the process of upgrading an RT4 installation to the latest release (and after that: to do some performance upgrading). > > If I upgrade RT4.0.22 to RT4.2.9 the installation starts suffering from multiple errors. The result of the upgrade is "clickable" and most of RT seems to be working. I'm hoping that some pointers from people that are more savvy to RT4's internals will help me resolve the issues I am facing. > > The upgrade has been performed on a cloned VM (ubuntu 12). There - unfortunately - were/are no scary error messages encountered during the upgrade. > > When we try to verify the upgrade it quickly becomes apparent that : > > Clicking on "Display" ( the generated URL being : https://tickets.quanza.net/Ticket/Display.html?id=XXX where XXX is the tickets ID) for an individual ticket results in this entry in the logfile: > > [2334] [Wed Dec 24 15:05:39 2014] [warning]: Use of uninitialized value in concatenation (.) or string at */opt/rt4/sbin/*../lib/RT/Interface/Web.pm line 1884. (*/opt/rt4/sbin/*../lib/RT/Interface/Web.pm:1883) > [2334] [Wed Dec 24 15:05:39 2014] [warning]: Use of uninitialized value in concatenation (.) or string at */opt/rt4/sbin/*../lib/RT/Interface/Web.pm line 1884. (*/opt/rt4/sbin/*../lib/RT/Interface/Web.pm:1883) > [2334] [Wed Dec 24 15:05:40 2014] [error]: no value sent for required parameter 'Object' > Stack: > [/opt/rt4/local/html/Ticket/Elements/ShowSummary:98] > [/opt/rt4/share/html/Widgets/TitleBox:56] > [/opt/rt4/local/html/Ticket/Elements/ShowSummary:99] > [/opt/rt4/share/html/Ticket/Display.html:62] > [/opt/rt4/share/html/Widgets/TitleBox:56] > [/opt/rt4/share/html/Ticket/Display.html:63] > [/opt/rt4/share/html/Ticket/autohandler:66] > [*/opt/rt4/sbin/*../lib/RT/Interface/Web.pm:681] > [*/opt/rt4/sbin/*../lib/RT/Interface/Web.pm:369] > [/opt/rt4/share/html/autohandler:53] > (/opt/rt4/lib/RT/Interface/Web/Handler.pm:208) > > I think it might have something to do with this comment: > > MakeClicky handlers added via a callback are now passed an "object" key in the parameter hash instead of "ticket". The object may be any RT::Record subclass. > > on https://www.bestpractical.com/docs/rt/4.2/UPGRADING-4.2.html , but I'm really kind of in the dark here. > > The steps performed (on the clone of my current RT4 setup) were: > > === > > wget https://download.bestpractical.com/pub/rt/release/rt-4.2.9.tar.gz > tar -xvf rt-4.2.9.tar.gz > cd rt-4.2.9 > > service apache2 stop > > make testdeps > make fixdeps > > altering Makefile to fit our user-setup: > > RTGROUP = rt > WEB_USER = www-data > WEB_GROUP = rt > > make upgrade > make upgrade-database > > rm -fr /opt/rt4/var/mason_data/obj > sed -i 's/LogToScreen/LogToSTDERR/g' /opt/rt4/etc/RT_SiteConfig.pm > chown www-data:rt /opt/rt4/var/data/gpg > > service apache2 start > > ==== > > I'm apologizing for asking the obvious if I really should have been heeding instructions that are available more closely (please feel free to point that out very blatantly :P). > > Any insights / thoughts on what might be going wrong here would be greatly appreciated (if any more information is required: i'm happy to provide it)! > > Kind regards, > > Ruben > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From rshaker at ARDENCOMPANIES.COM Tue Dec 30 15:06:37 2014 From: rshaker at ARDENCOMPANIES.COM (Bob Shaker) Date: Tue, 30 Dec 2014 20:06:37 +0000 Subject: [rt-users] RT using single Office 365 account In-Reply-To: References: Message-ID: On our installation we use a single mail account, support at example.com. Fetchmail pulls the mail from SMTP and pushes it into the "uncategorized" queue. From there, the ticket is created automatically, emails are sent to the proper lists based on the user's location in active directory (i.e. if a user in California sends the ticket in, the California IT people will get an email), and then the ticket is categorized based on a regex that runs on the email subject / body. It's a bit of initial setup but once it's done it passes everything off automatically and there's little maintenance. From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim Tambling Sent: Tuesday, December 30, 2014 4:42 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT using single Office 365 account Hello Has anyone tried this? I have done it with Google Apps and setting up aliases for each queue. Can the same be achieved with Office 365? Regards Jim ________________________________ ARDEN A Global Company Celebrating over 50 years of making your life more comfortable! This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mail at osfux.nl Wed Dec 31 05:16:40 2014 From: mail at osfux.nl (Ruben) Date: Wed, 31 Dec 2014 11:16:40 +0100 Subject: [rt-users] dealing with aftermath of upgrade from 4.0 to 4.2 : "no value sent for required parameter 'Object'" error message In-Reply-To: References: <54A272A4.90608@osfux.nl> Message-ID: <54A3CD08.80308@osfux.nl> Hi Alex, Thank you very much for your reply. The only message I can distinguish from all of the output (that might be of some interest) is : [26871] [Wed Dec 31 10:07:03 2014] [warning]: The RejectOnMissingPrivateKey, RejectOnBadData and AllowEncryptDataInDB GnuPG options are now properties of the generic Crypt configuration. You should set them there instead. (/home/ruben/rt-4.2.9/sbin/../lib/RT/Config.pm:765) After some asking around it appears that the RT installation has - indeed - been upgraded before, all the way back from the rt3 branch. Deleting the file proves troublesome; other errors are introduced then. I'm in the progress of comparing a vanilla 4.2.9 install with the result of the upgrade that is currently failing and hope to achieve some progress that way. Ill relay my findings to this thread (for references sake). Kind regards, Ruben On 30/12/14 14:38, Alex Peters wrote: > When you say "no scary error messages," does that mean that you still > encountered some messages? > > The file /opt/rt4/local/html/Ticket/Elements/ShowSummary is a custom > override, most definitely copied from an earlier RT version. You will need > to identify what that override achieves differently to the stock version, > and either copy those changes into a copy of RT v4.2.9's equivalent file, > write those changes into a callback instead, or just delete the file > altogether if it doesn't seem to bring any benefit. > > Altering the Makefile directly should never be needed; you should be able > to pass options to the configure script instead. > > On Tue, 30 Dec 2014 8:47 pm Ruben wrote: > >> Hi, >> >> I'm in the process of upgrading an RT4 installation to the latest release (and after that: to do some performance upgrading). >> >> If I upgrade RT4.0.22 to RT4.2.9 the installation starts suffering from multiple errors. The result of the upgrade is "clickable" and most of RT seems to be working. I'm hoping that some pointers from people that are more savvy to RT4's internals will help me resolve the issues I am facing. >> >> The upgrade has been performed on a cloned VM (ubuntu 12). There - unfortunately - were/are no scary error messages encountered during the upgrade. >> >> When we try to verify the upgrade it quickly becomes apparent that : >> >> Clicking on "Display" ( the generated URL being : https://tickets.quanza.net/Ticket/Display.html?id=XXX where XXX is the tickets ID) for an individual ticket results in this entry in the logfile: >> >> [2334] [Wed Dec 24 15:05:39 2014] [warning]: Use of uninitialized value in concatenation (.) or string at */opt/rt4/sbin/*../lib/RT/Interface/Web.pm line 1884. (*/opt/rt4/sbin/*../lib/RT/Interface/Web.pm:1883) >> [2334] [Wed Dec 24 15:05:39 2014] [warning]: Use of uninitialized value in concatenation (.) or string at */opt/rt4/sbin/*../lib/RT/Interface/Web.pm line 1884. (*/opt/rt4/sbin/*../lib/RT/Interface/Web.pm:1883) >> [2334] [Wed Dec 24 15:05:40 2014] [error]: no value sent for required parameter 'Object' >> Stack: >> [/opt/rt4/local/html/Ticket/Elements/ShowSummary:98] >> [/opt/rt4/share/html/Widgets/TitleBox:56] >> [/opt/rt4/local/html/Ticket/Elements/ShowSummary:99] >> [/opt/rt4/share/html/Ticket/Display.html:62] >> [/opt/rt4/share/html/Widgets/TitleBox:56] >> [/opt/rt4/share/html/Ticket/Display.html:63] >> [/opt/rt4/share/html/Ticket/autohandler:66] >> [*/opt/rt4/sbin/*../lib/RT/Interface/Web.pm:681] >> [*/opt/rt4/sbin/*../lib/RT/Interface/Web.pm:369] >> [/opt/rt4/share/html/autohandler:53] >> (/opt/rt4/lib/RT/Interface/Web/Handler.pm:208) >> >> I think it might have something to do with this comment: >> >> MakeClicky handlers added via a callback are now passed an "object" key in the parameter hash instead of "ticket". The object may be any RT::Record subclass. >> >> on https://www.bestpractical.com/docs/rt/4.2/UPGRADING-4.2.html , but I'm really kind of in the dark here. >> >> The steps performed (on the clone of my current RT4 setup) were: >> >> === >> >> wget https://download.bestpractical.com/pub/rt/release/rt-4.2.9.tar.gz >> tar -xvf rt-4.2.9.tar.gz >> cd rt-4.2.9 >> >> service apache2 stop >> >> make testdeps >> make fixdeps >> >> altering Makefile to fit our user-setup: >> >> RTGROUP = rt >> WEB_USER = www-data >> WEB_GROUP = rt >> >> make upgrade >> make upgrade-database >> >> rm -fr /opt/rt4/var/mason_data/obj >> sed -i 's/LogToScreen/LogToSTDERR/g' /opt/rt4/etc/RT_SiteConfig.pm >> chown www-data:rt /opt/rt4/var/data/gpg >> >> service apache2 start >> >> ==== >> >> I'm apologizing for asking the obvious if I really should have been heeding instructions that are available more closely (please feel free to point that out very blatantly :P). >> >> Any insights / thoughts on what might be going wrong here would be greatly appreciated (if any more information is required: i'm happy to provide it)! >> >> Kind regards, >> >> Ruben >> >> From SzidikM at mcls.org Wed Dec 31 11:58:49 2014 From: SzidikM at mcls.org (Mark Szidik) Date: Wed, 31 Dec 2014 11:58:49 -0500 Subject: [rt-users] Fw: slow query on RT 4.2.9 with postgres Message-ID: I just upgraded from 4.0.7 to 4.2.9 and I am running to some very slow page loads that were not an issue with the old version of RT. When simply requesting the new search page (/Search/Build.html?NewQuery=1) it takes about 20 seconds to load the page. PostgreSQL (version 9.3.5) logs this slow query. LOG: duration: 20985.257 ms execute : SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_3 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN CachedGroupMembers CachedGroupMembers_4 ON ( CachedGroupMembers_4.MemberId = Principals_1.id ) WHERE ((ACL_3.ObjectType = 'RT::Queue') OR (ACL_3.ObjectType = 'RT::System' AND ACL_3.ObjectId = 1)) AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) AND (ACL_3.PrincipalType = 'Group') AND (ACL_3.RightName = 'OwnTicket' OR ACL_3.RightName = 'SuperUser') AND (CachedGroupMembers_2.Disabled = '0') AND (CachedGroupMembers_2.GroupId = '4') AND (CachedGroupMembers_4.Disabled = '0') AND (Principals_1.Disabled = '0') AND (Principals_1.PrincipalType = 'User') AND (Principals_1.id != '1') ORDER BY main.Name ASC this (slow) query also shows up when look at the Display/Basics/People/Jumbo tabs of a ticket in the general queue, but not in other queues. here is the result of the db expain. rt4data=# explain analyze SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_3 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN CachedGroupMembers CachedGroupMembers_4 ON ( CachedGroupMembers_4.MemberId = Principals_1.id ) WHERE ((ACL_3.ObjectType = 'RT::Ticket' AND ACL_3.ObjectId = 62017) OR (ACL_3.ObjectType = 'RT::Queue' AND ACL_3.ObjectId = 1) OR (ACL_3.ObjectType = 'RT::System' AND ACL_3.ObjectId = 1)) AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId) AND (ACL_3.PrincipalType = 'Group') AND (ACL_3.RightName = 'OwnTicket' OR ACL_3.RightName = 'SuperUser') AND (CachedGroupMembers_2.Disabled = '0') AND (CachedGroupMembers_2.GroupId = '4') AND (CachedGroupMembers_4.Disabled = '0') AND (Principals_1.Disabled = '0') AND (Principals_1.PrincipalType = 'User') AND (Principals_1.id != '1') ORDER BY main.Name ASC; QUERY PLAN ------------------------------------------------------------------------------------------------------------------------------------------------------ ------------------------------------------------------------------------------------------------------------------------------------------------------ ------------------------------------------------------------------------------------------------------------------------------------------------------ ------------------------------------------------------------------------------------------------------------------------------------------------------ ------ Unique (cost=681.60..681.69 rows=1 width=1136) (actual time=20987.915..20988.043 rows=18 loops=1) -> Sort (cost=681.60..681.60 rows=1 width=1136) (actual time=20987.911..20987.919 rows=64 loops=1) Sort Key: main.name, main.id, main.password, main.comments, main.signature, main.emailaddress, main.freeformcontactinfo, main.organization, m ain.realname, main.nickname, main.lang, main.emailencoding, main.webencoding, main.externalcontactinfoid, main.contactinfosystem, main.externalauthid, main.authsystem, main.gecos, main.homephone, main.workphone, main.mobilephone, main.pagerphone, main.address1, main.address2, main.city, main.state, main.zip, main.country, main.timezone, main.pgpkey, main.creator, main.created, main.lastupdatedby, main.lastupdated, main.authtoken, main.smimecertif icate Sort Method: quicksort Memory: 57kB -> Nested Loop (cost=1.83..681.59 rows=1 width=1136) (actual time=1.680..20985.026 rows=64 loops=1) -> Nested Loop (cost=1.55..645.50 rows=2 width=1140) (actual time=0.097..163.455 rows=90643 loops=1) -> Nested Loop (cost=1.13..643.25 rows=1 width=1144) (actual time=0.057..1.141 rows=36 loops=1) -> Nested Loop (cost=0.71..623.94 rows=13 width=1140) (actual time=0.044..0.578 rows=36 loops=1) -> Index Only Scan using disgroumem on cachedgroupmembers cachedgroupmembers_2 (cost=0.42..189.79 rows=83 width=4) (actual time=0.031..0.109 rows=37 loops=1) Index Cond: ((groupid = 4) AND (disabled = 0)) Heap Fetches: 37 -> Index Scan using users_pkey on users main (cost=0.29..5.22 rows=1 width=1136) (actual time=0.008..0.010 rows=1 l oops=37) Index Cond: (id = cachedgroupmembers_2.memberid) -> Index Scan using principals_pkey on principals principals_1 (cost=0.42..1.48 rows=1 width=4) (actual time=0.013..0.014 rows=1 loops=36) Index Cond: (id = main.id) Filter: ((id <> 1) AND (disabled = 0) AND ((principaltype)::text = 'User'::text)) -> Index Scan using cachedgroupmembers1 on cachedgroupmembers cachedgroupmembers_4 (cost=0.42..2.18 rows=7 width=8) (actual tim e=0.013..3.208 rows=2518 loops=36) Index Cond: (memberid = principals_1.id) Filter: (disabled = 0) -> Index Only Scan using acl1 on acl acl_3 (cost=0.28..18.04 rows=1 width=4) (actual time=0.229..0.229 rows=0 loops=90643) Index Cond: ((principaltype = 'Group'::text) AND (principalid = cachedgroupmembers_4.groupid)) Filter: ((((rightname)::text = 'OwnTicket'::text) OR ((rightname)::text = 'SuperUser'::text)) AND ((((objecttype)::text = 'RT::Ti cket'::text) AND (objectid = 62017)) OR (((objecttype)::text = 'RT::Queue'::text) AND (objectid = 1)) OR (((objecttype)::text = 'RT::System'::text) AN D (objectid = 1)))) Rows Removed by Filter: 0 Heap Fetches: 20424 Total runtime: 20988.297 ms (25 rows) Any suggestions? Thanks, --- Mark Szidik Midwest Collaborative for Library Services 1407 Rensen Street, Suite 1, Lansing, MI 48910-3657 Ph:800.530.9019 x117 Fax:517.492.3881 Ph:517.492.3817 -------------- next part -------------- An HTML attachment was scrubbed... URL: