From brodard.anthony at gmail.com Mon Feb 3 06:33:17 2014 From: brodard.anthony at gmail.com (Anthony BRODARD) Date: Mon, 3 Feb 2014 12:33:17 +0100 Subject: [rt-users] Call external script in scrip Message-ID: Hi list ! I want to set up a process to create a LDAP account automatically after admin validation. Currently, to create an account, user open a ticket and we run an homemade bash script with the username as argument. It create the account, set some options, and return the password. I want to automatize this task. The idea is to create three CF : Status, Username and Password. When an user create a ticket for a new LDAP account and if the admin agrees, he will set the CF-Username and valide the request by setting the CF-Status to "OK". At this time, a scrip must be launched, call the bash script, set a random password, and send the credentials to user and close the ticket. Also, for test purpose, I've created this basic bash script (/opt/rt4/bin/create_user.sh): /opt/rt4/bin/rt edit $1 set CF.{PASS}="Passwd" /opt/rt4/bin/rt edit $1 set CF.{Validation}="Send" exit 0 And theses scrips : CreateUser: Custom condition : my $Ticket = $self->TicketObj; return 0 unless $self->TicketObj->FirstCustomFieldValue('Status') eq 'OK'; return 1; Custom Action: my $ticket = $self->TicketObj; my $id = $ticket->Id; system("/opt/rt4/bin/create_user.sh $id >> /tmp/debug"); return 1; SendCredentials: Custom Condition : my $Ticket = $self->TicketObj; return 0 unless $self->TicketObj->FirstCustomFieldValue('Status') eq 'Send'; return 1; Action : Notify requestor and Cc Template : Custom with credentials When I set a the CF "Status" to OK, the scrip is correctly launched, and I see the first connection of the bash script is the system log : Feb 3 12:08:58 bob RT: [10535] Successful login for Anthony from localhost Then, apache did not respond during many seconds, and I see the second connection : Feb 3 12:09:31 bob RT: [10534] Successful login for Anthony from localhost And then, few seconds after : Feb 3 12:09:50 bob RT: [10535] DBD::mysql::st execute failed: Lock wait timeout exceeded; try restarting transaction at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 589. Feb 3 12:09:50 bob RT: [10535] RT::Handle=HASH(0x71041f8) couldn't execute the query 'SELECT * FROM Tickets WHERE id = ? FOR UPDATE' at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 602.#012#011DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x71041f8), "SELECT * FROM Tickets WHERE id = ? FOR UPDATE", 28) called at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1234#012#011DBIx::SearchBuilder::Record::_LoadFromSQL(RT::Ticket=HASH(0x420fff0), "SELECT * FROM Tickets WHERE id = ? FOR UPDATE", 28) called at /opt/rt4/sbin/../lib/RT/Record.pm line 1605#012#011RT::Record::LockForUpdate(RT::Ticket=HASH(0x420fff0)) called at /opt/rt4/sbin/../lib/RT/Record.pm line 1641#012#011RT::Record::_NewTransaction(RT::Ticket=HASH(0x420fff0), "Type", "CustomField", "Field", 3, "OldReference", undef, "NewReference", RT::ObjectCustomFieldValue=HASH(0x422c5b8), ...) called at /opt/rt4/sbin/../lib/RT/Record.pm line 2034#012#011RT::Record::_AddCustomFieldValue(RT::Ticket=HASH(0x420fff0), "Field", RT::CustomField=HASH(0x4211c20), "Value", "wazaaaaa") called at /opt/rt4/sbin/../lib/RT/Record.pm line 1913#012#011RT::Record::AddCustomFieldValue(RT::Ticket=HASH(0x420fff0), "Field", RT::CustomField=HASH(0x4211c20), "Value", "wazaaaaa") called at /opt/rt4/share/html/REST/1.0/Forms/ticket/default line 403#012#011HTML::Mason::Commands::__ANON__("id", 28, "args", undef, "format", undef, "changes", HASH(0x41ed280)) called at /usr/local/share/perl/5.14.2/HTML/Mason/Component.pm line 138#012#011HTML::Mason::Component::run(HTML::Mason::Component::FileBased=HASH(0x420f990), "id", 28, "args", undef, "format", undef, "changes", HASH(0x41ed280), ...) called at /usr/local/share/perl/5.14.2/HTML/Mason/Request.pm line 1300#012#011eval {...} called at /usr/local/share/perl/5.14.2/HTML/Mason/Request.pm line 1295#012#011HTML::Mason::Request::comp(undef, undef, "id", 28, "args", undef, "format", undef, "changes", ...) called at /opt/rt4/share/html/REST/1.0/dhandler line 299#012#011HTML::Mason::Commands::__ANON__("pass" Feb 3 12:09:50 bob RT: [10535] #28/633 - Scrip 18 SendCredentials Feb 3 12:09:50 bob RT: [10535] sent To: anthony at test.localhost Feb 3 12:10:04 bob RT: [10534] #28/635 - Scrip 18 SendCredentials Feb 3 12:10:04 bob RT: [10534] sent To: anthony at test.localhost Feb 3 12:10:05 bob RT: [10529] Use of uninitialized value in string eq at (eval 449) line 2. Feb 3 12:10:05 bob RT: [10529] Use of uninitialized value in string eq at (eval 451) line 2. Feb 3 12:10:05 bob RT: [10529] Use of uninitialized value in string eq at (eval 457) line 2. Feb 3 12:10:05 bob RT: [10529] Use of uninitialized value in string eq at (eval 459) line 2. Feb 3 12:10:05 bob RT: [10538] Malformed UTF-8 character (unexpected end of string) in string ne at /usr/share/perl/5.14/Locale/Maketext.pm line 538. And in the ticket history: Mon Feb 03 06:08:57 2014 Anthony * - **Status** changed to OK * Mon Feb 03 06:09:50 2014 Anthony - PASS Passwd added Mon Feb 03 06:09:50 2014 The RT System itself - Outgoing email recorded -> Credentials Mon Feb 03 06:10:04 2014 Anthony * - **Status** OK changed to Send * Mon Feb 03 06:10:04 2014 The RT System itself - Outgoing email recorded -> Credentials Mon Feb 03 06:10:04 2014 Anthony * - **Status** Send deleted* Mon Feb 03 06:10:05 2014 Anthony - PASS Passwd deleted First, I don't understand why the credentials are sends two times, even when the Status is not "Send". Then, do you have an idea about the two last lines in ticket history (CF are reset) ? And finally, what seems wrong in my process, and what can cause theses troubles in my apache srv ? Thanks! Anthony -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.dalzell at aveva.com Mon Feb 3 10:07:23 2014 From: scott.dalzell at aveva.com (scott.dalzell) Date: Mon, 3 Feb 2014 07:07:23 -0800 (PST) Subject: [rt-users] Cannot save Article searchs for system use Message-ID: <1391440043388-56479.post@n7.nabble.com> i am currently using RT4.0.12 and i am trying to create a dashboard to display all new Articles that have been created in the last 2 weeks the first hurdle i have come across is that i can not save any Article searches into anything other that 'My Searches' this means that even if i create a suitable search, other users will not be able to view the results is there anyway to allow me to save an Article search with the privacy set to 'RT System's saved searches'? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Cannot-save-Article-searchs-for-system-use-tp56479.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alex at russian-cyprus.org Mon Feb 3 12:19:08 2014 From: alex at russian-cyprus.org (Alex Geo.) Date: Mon, 3 Feb 2014 18:19:08 +0100 Subject: [rt-users] RT crashes during spreadsheet export with "...rt-server.fcgi" aborted: idle timeout (3 sec) Message-ID: Hi all, Would really appreciate any help/advise on this. Centos 6.4 Mysql RT 4.0.10 here is what's in /etc/httpd/conf.d/rt.conf : ### Optional apache logs for RT # Ensure that your log rotation scripts know about these files # ErrorLog /opt/rt4/var/log/apache2.error # TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug AddDefaultCharset UTF-8 Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/ ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ DocumentRoot "/opt/rt4/share/html" Order allow,deny Allow from all Options +ExecCGI AddHandler fastcgi-script fcgi I have a queue called TOS with 34 "Ticket Custom Fields", which is reproducing a spreadsheet in RT and each ticket is one shipment record. All works good! Now occasionally we need to export some "Saved searches" contents into a spreadsheet. When the search contains little amount of results, i.e. 19 tickets or 36 tickets, the export works as expected. When it contains for example 56 tickets - the "Internal Server Error" in the browser. Looking in the httpd log we have the following: [Mon Feb 03 16:55:30 2014] [error] [client 10.x.x.x] FastCGI: comm with server "/opt/rt4/sbin/rt-server.fcgi" aborted: idle timeout (3 sec), referer: http://support.company.com/Search/Results.html?Format=%27%3Cb%3E%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%27%3Ca%20href%3D%22%2FTicket%2FUpdate.html%3FAction%3DComment%26amp%3Bid%3D__id__%22%3E__CustomField.%7BShipper%7D__%3C%2Fa%3E%27%2C%0A%27__CustomField.%7BLoadport%7D__%27%2C%0A%27__CustomField.%7BI%7D__%2............ .. And this above log line is very long listing all of the custom fields. Then one second later the following comes into the log: [Mon Feb 03 16:55:34 2014] [warn] FastCGI: server "/opt/rt4/sbin/rt-server.fcgi" (pid 4995) terminated due to uncaught signal '13' (Broken pipe) [Mon Feb 03 16:55:34 2014] [warn] FastCGI: server "/opt/rt4/sbin/rt-server.fcgi" restarted (pid 16011) Any clues how to overcome this issue? We will need to be exporting into spreadsheets on a monthly basis, and the amount of tickets in the queue will be growing approx 100 per month. Thanks in advance for your assistance! Kind regards, Alex Geo. -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at iweb.com Mon Feb 3 12:34:11 2014 From: lstewart at iweb.com (Landon Stewart) Date: Mon, 3 Feb 2014 09:34:11 -0800 Subject: [rt-users] RT crashes during spreadsheet export with "...rt-server.fcgi" aborted: idle timeout (3 sec) In-Reply-To: References: Message-ID: Signal 13 is just a broken pipe, as it says. You need to find out why it's broken. It's probably running out of memory or taking too long. FastCGI in my experience likes to timeout and not tell anyone that it did. I find it strange that your idle timeout is only 3 seconds. It'll likely timeout often while it waits for the database to produce the query results. On 3 February 2014 09:19, Alex Geo. wrote: > Hi all, > > Would really appreciate any help/advise on this. > > Centos 6.4 > Mysql > RT 4.0.10 > > here is what's in /etc/httpd/conf.d/rt.conf : > > > ### Optional apache logs for RT > # Ensure that your log rotation scripts know about these files > # ErrorLog /opt/rt4/var/log/apache2.error > # TransferLog /opt/rt4/var/log/apache2.access > # LogLevel debug > > AddDefaultCharset UTF-8 > > Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/ > ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ > > DocumentRoot "/opt/rt4/share/html" > > Order allow,deny > Allow from all > > Options +ExecCGI > AddHandler fastcgi-script fcgi > > > > I have a queue called TOS with 34 "Ticket Custom Fields", which is > reproducing a spreadsheet in RT and each ticket is one shipment record. All > works good! > > Now occasionally we need to export some "Saved searches" contents into a > spreadsheet. When the search contains little amount of results, i.e. 19 > tickets or 36 tickets, the export works as expected. When it contains for > example 56 tickets - the "Internal Server Error" in the browser. > > Looking in the httpd log we have the following: > > [Mon Feb 03 16:55:30 2014] [error] [client 10.x.x.x] FastCGI: comm with > server "/opt/rt4/sbin/rt-server.fcgi" aborted: idle timeout (3 sec), > referer: > http://support.company.com/Search/Results.html?Format=%27%3Cb%3E%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%27%3Ca%20href%3D%22%2FTicket%2FUpdate.html%3FAction%3DComment%26amp%3Bid%3D__id__%22%3E__CustomField.%7BShipper%7D__%3C%2Fa%3E%27%2C%0A%27__CustomField.%7BLoadport%7D__%27%2C%0A%27__CustomField.%7BI%7D__%2............ > .. > > And this above log line is very long listing all of the custom fields. > Then one second later the following comes into the log: > > [Mon Feb 03 16:55:34 2014] [warn] FastCGI: server > "/opt/rt4/sbin/rt-server.fcgi" (pid 4995) terminated due to uncaught signal > '13' (Broken pipe) > [Mon Feb 03 16:55:34 2014] [warn] FastCGI: server > "/opt/rt4/sbin/rt-server.fcgi" restarted (pid 16011) > > Any clues how to overcome this issue? We will need to be exporting into > spreadsheets on a monthly basis, and the amount of tickets in the queue > will be growing approx 100 per month. > > Thanks in advance for your assistance! > > Kind regards, > Alex Geo. > -- Landon Stewart :: lstewart at iweb.com Lead Specialist, Abuse and Security Management Sp?cialiste principal, gestion des abus et s?curit? http://iweb.com :: +1 (888) 909-4932 -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathew.snyder at gmail.com Mon Feb 3 16:22:16 2014 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Mon, 3 Feb 2014 11:22:16 -1000 Subject: [rt-users] mod_fcgid: read data timeout leads to SIGKILL Message-ID: Looking for support on an issue that I haven't found online through searches. New instance of RT 4.2.2 on CentOS 6.5 with Apache 2.2.15-29 and FCGI 2.3.9-1. Everything runs fine for the most part, however, intermittently the following log entries show up and I get an internal server error. [Fri Jan 31 22:48:36 2014] [warn] [client 192.168.236.64] mod_fcgid: read data timeout in 40 seconds, referer: http://rt.example.com/Ticket/Display.html?id=2 [Fri Jan 31 22:48:36 2014] [error] [client 192.168.236.64] Premature end of script headers: rt-server.fcgi, referer: http://rt.example.com/Ticket/Display.html?id=2 FastCGI: manager (pid 8954): received signal TERM FastCGI: manager (pid 8954): sending TERM to PIDs, 8960 [Fri Jan 31 22:48:46 2014] [warn] mod_fcgid: process 8954 graceful kill fail, sending SIGKILL FastCGI: server (pid 8960): safe exit after SIGTERM I've looked around and while there are various posts regarding the premature end of script headers I have yet to find one that mentions read data timeouts or SIGKILLs. Could the server simply be running slow? Load averages are sub-1. Restarting httpd doesn't show any errors. It's a virtual machine so I suppose the underlying hardware might be causing performance issues. -Mathew "When you do things right, people won't be sure you've done anything at all." - God; Futurama "We'll get along much better once you accept that you're wrong and neither am I." - Me -------------- next part -------------- An HTML attachment was scrubbed... URL: From a at bozrikov.com Mon Feb 3 17:22:47 2014 From: a at bozrikov.com (Alexey Bozrikov) Date: Mon, 3 Feb 2014 14:22:47 -0800 (PST) Subject: [rt-users] Problem with HTML tags appearing in correspondence In-Reply-To: <20140109201254.GK2259@jibsheet.com> References: <20131213161017.GF2151@jibsheet.com> <20131227225555.GA4702@jibsheet.com> <52CECD7D.9050100@itss.co.tz> <20140109201254.GK2259@jibsheet.com> Message-ID: <1391466167296-56483.post@n7.nabble.com> Kevin Falcone-2 wrote > It would be great to see. We'd love to get to the bottom of what's > going wrong for some users. > > -kevin I am attaching a diff -ur between upgrded and freshly installed RT 4.2.1, as I had exactly same issue when posting new tickets and replying to existing tickets from RT web interface. Our system has no customizations at all with exception to one custom field for the ticket (which I have disabled when I was testing on the upgraded system). rt4diff.log -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problem-with-HTML-tags-appearing-in-correspondence-tp56015p56483.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alexmv at bestpractical.com Mon Feb 3 17:37:32 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 03 Feb 2014 17:37:32 -0500 Subject: [rt-users] Problem with HTML tags appearing in correspondence In-Reply-To: <1391466167296-56483.post@n7.nabble.com> References: <20131213161017.GF2151@jibsheet.com> <20131227225555.GA4702@jibsheet.com> <52CECD7D.9050100@itss.co.tz> <20140109201254.GK2259@jibsheet.com> <1391466167296-56483.post@n7.nabble.com> Message-ID: <1391467052.24713.47.camel@umgah.localdomain> On Mon, 2014-02-03 at 14:22 -0800, Alexey Bozrikov wrote: > I am attaching a diff -ur between upgrded and freshly installed RT 4.2.1, as > I had exactly same issue when posting new tickets and replying to existing > tickets from RT web interface. Our system has no customizations at all with > exception to one custom field for the ticket (which I have disabled when I > was testing on the upgraded system). Your differences are entirely in var/mason_data, aka the Mason cache. This confirms that you skipped the last bit of step (6b) in the README[1]: 6b) If you are UPGRADING from a previous installation: [...] Finally, clear the Mason cache dir: rm -fr /opt/rt4/var/mason_data/obj You may then start your web server again. - Alex [1] http://bestpractical.com/docs/rt/latest/README From a at bozrikov.com Mon Feb 3 18:09:55 2014 From: a at bozrikov.com (Alexey Bozrikov) Date: Mon, 3 Feb 2014 15:09:55 -0800 (PST) Subject: [rt-users] Problem with HTML tags appearing in correspondence In-Reply-To: <1391467052.24713.47.camel@umgah.localdomain> References: <20131213161017.GF2151@jibsheet.com> <20131227225555.GA4702@jibsheet.com> <52CECD7D.9050100@itss.co.tz> <20140109201254.GK2259@jibsheet.com> <1391466167296-56483.post@n7.nabble.com> <1391467052.24713.47.camel@umgah.localdomain> Message-ID: <1391468995542-56485.post@n7.nabble.com> Alex Vandiver wrote > On Mon, 2014-02-03 at 14:22 -0800, Alexey Bozrikov wrote: >> I am attaching a diff -ur between upgrded and freshly installed RT 4.2.1, >> as >> I had exactly same issue when posting new tickets and replying to >> existing >> tickets from RT web interface. Our system has no customizations at all >> with >> exception to one custom field for the ticket (which I have disabled when >> I >> was testing on the upgraded system). > > Your differences are entirely in var/mason_data, aka the Mason cache. > This confirms that you skipped the last bit of step (6b) in the > README[1]: > > 6b) If you are UPGRADING from a previous installation: > [...] > Finally, clear the Mason cache dir: > > rm -fr /opt/rt4/var/mason_data/obj > > You may then start your web server again. > > - Alex > > > [1] http://bestpractical.com/docs/rt/latest/README Thanks for pointing it out, Alex. I missed this step in the README. I am fairly new to RT. That was my first installation of RT 4.2.0 and upgrade. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problem-with-HTML-tags-appearing-in-correspondence-tp56015p56485.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From paul.stead at zeninternet.co.uk Tue Feb 4 05:07:11 2014 From: paul.stead at zeninternet.co.uk (Paul Stead) Date: Tue, 4 Feb 2014 10:07:11 +0000 Subject: [rt-users] Mandatory Custom Fields and Group Rights Message-ID: <52F0BBCF.8060607@zeninternet.co.uk> Hello, Running RT 4.0.17 on Debian. We're trying to use RT across the company as our main ticketing system. This requires other departments to raise tickets into our queue. We have two mandatory ticket custom fields in this queue for us to internally categorise tickets. Our standard users do not have rights to "View custom field values" or "Modify custom field values" and indeed cannot see or set these fields in the Create Ticket view. When the user attempts to raise the ticket, RT seems to be checking for the validity of these custom fields, even though the user has no ability to set them. Raising via email works as expected, but our users are used to the RT interface and prefer to raise this way. Is this expected behaviour? How might I work around this? Paul -- Paul Stead Systems Engineer, Zen Internet T: 01706 902009 -------------- next part -------------- An HTML attachment was scrubbed... URL: From nick.fennell at appliansys.com Tue Feb 4 05:20:36 2014 From: nick.fennell at appliansys.com (Nick Fennell) Date: Tue, 4 Feb 2014 10:20:36 +0000 Subject: [rt-users] RT Upgrade going bad (4.0.8 -> 4.2.2) Message-ID: Hi All. Having an issue upgrading our internal RT instance. It?s been running 4.0.8 for a while now with no real issue. I had to perform some maintenance on the host so thought I?d throw the RT upgrade on at the same time. Usually the upgrades are pretty painless.. but this one is the exception. Most of the upgrade has been a success apart from the DB upgrade script won?t complete. I paste below the output (some omitted).. {{{ root at rt:/tmp/rt-4.2.2# make upgrade-database /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action upgrade --prompt-for-dba-password In order to create or update your RT database, this script needs to connect to your SQLite instance on localhost (port '') as root Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: mysql Host: Port: Name: rt4 User: rt_user DBA: Enter RT version you're upgrading from: 4.0.8 Going to apply following upgrades: * 4.0.9 * 4.0.12 * 4.0.13 * 4.0.18 * 4.0.19 * 4.1.0 * 4.1.1 * 4.1.4 * 4.1.5 * 4.1.6 * 4.1.7 * 4.1.8 * 4.1.9 * 4.1.10 * 4.1.11 * 4.1.12 * 4.1.13 * 4.1.14 * 4.1.15 * 4.1.16 * 4.1.17 * 4.1.18 * 4.1.19 * 4.1.20 * 4.1.21 * 4.1.22 * 4.1.23 * 4.2.1 * 4.2.2 Enter RT version if you want to stop upgrade at some point, or leave it blank if you want apply above upgrades: IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP Proceed [y/N]:y Processing 4.0.9 [6096] [Tue Feb 4 10:12:39 2014] [warning]: Configuration option AutoCreate is deprecated, and will be removed in RT 4.4. You should use UserAutocreateDefaultsOnLogin instead. (/tmp/rt-4.2.2/sbin/../lib/RT.pm:953) [6096] [Tue Feb 4 10:12:39 2014] [critical]: Can't use an undefined value as a HASH reference at /tmp/rt-4.2.2/sbin/../lib/RT/Crypt.pm line 237. (/tmp/rt-4.2.2/sbin/../lib/RT.pm:393) Can't use an undefined value as a HASH reference at /tmp/rt-4.2.2/sbin/../lib/RT/Crypt.pm line 237. make: *** [upgrade-database] Error 255 }}} Any advice appreciated. Thanks, Nick -- Nick Fennell Senior Support Engineer ApplianSys Limited University of Warwick Science Park Business Innovation Centre Harry Weston Road Coventry CV3 2TX t: +44 (0) 870 7707 789 s: nick-fennell www.appliansys.com Our sales team sells by referral: Less time looking for customers, more time looking after them Subscribe: http://eepurl.com/ibKtY -------------- next part -------------- An HTML attachment was scrubbed... URL: From b.maciejewski at agriplus.pl Tue Feb 4 05:58:59 2014 From: b.maciejewski at agriplus.pl (Bartosz Maciejewski) Date: Tue, 04 Feb 2014 11:58:59 +0100 Subject: [rt-users] Mandatory Custom Fields and Group Rights In-Reply-To: <52F0BBCF.8060607@zeninternet.co.uk> References: <52F0BBCF.8060607@zeninternet.co.uk> Message-ID: Same situation here, use this plugin http://blog.bestpractical.com/2013/03/new-rt-extension-for-making-fields-mandatory-on-status-transitions.html (https://metacpan.org/pod/RT::Extension::MandatoryOnTransition) Set Custom Fields to not mandatory on creating new ticket, then set plugin options to force mandatory CF on any or specific transaction, change of status (ex, for closed ticket - fields have to be mandatory) Enjoy! W dniu 2014-02-04 11:07, Paul Stead napisa?(a): > Hello, > > Running RT 4.0.17 on Debian. > > We're trying to use RT across the company as our main ticketing system. This requires other departments to raise tickets into our queue. > > We have two mandatory ticket custom fields in this queue for us to internally categorise tickets. > Our standard users do not have rights to "View custom field values" or "Modify custom field values" and indeed cannot see or set these fields in the Create Ticket view. > > When the user attempts to raise the ticket, RT seems to be checking for the validity of these custom fields, even though the user has no ability to set them. > > Raising via email works as expected, but our users are used to the RT interface and prefer to raise this way. > > Is this expected behaviour? How might I work around this? > > Paul > -- > Paul Stead > Systems Engineer, Zen Internet > T: 01706 902009 -- Bartosz Maciejewski IT Administrator Agri Plus Sp. z o.o. ul.Marceli?ska 92/94 60-324 Pozna? tel: 061 665 79 77 gsm: 666 866 549 Please consider the environment before printing this email. -------------- next part -------------- An HTML attachment was scrubbed... URL: From michelle at sorbs.net Tue Feb 4 06:15:49 2014 From: michelle at sorbs.net (Michelle Sullivan) Date: Tue, 04 Feb 2014 12:15:49 +0100 Subject: [rt-users] ShowCustomFields extremely slow. In-Reply-To: <1391107784.665.17.camel@umgah.localdomain> References: <52E621B3.1080202@sorbs.net> <1390857327.14967.108.camel@umgah.localdomain> <52E6F3E9.1050103@sorbs.net> <52E6F53B.1050404@sorbs.net> <52E704D1.900@sorbs.net> <52E7165F.8080503@sorbs.net> <1391032543.6367.49.camel@umgah.localdomain> <52EA2224.1000708@sorbs.net> <1391107784.665.17.camel@umgah.localdomain> Message-ID: <52F0CBE5.9070805@sorbs.net> Alex Vandiver wrote: > On Thu, 2014-01-30 at 10:57 +0100, Michelle Sullivan wrote: > > >> My frontends are on completely different networks (and indeed different >> data centers) from the database servers for security (mainly DDoS type) >> reasons >> >> [snip discussion of optimization of column_info()] >> > > RT simply isn't designed to operate in an environment where every query > has tens to hundreds of ms of latency. Attempts to optimize this > particular set of queries will merely cause the limiting factor to > become some other set. While we're absolutely interested in patches > that help decrease the number of queries that RT runs (as you've noted, > there are several queries run multiple times), I expect you will find > this to be a frustrating game of whack-a-mole. If at all possible, > altering your network topology to remove the latency is most probably a > more straightforward way to have a performant RT instance. > A thought (and a non too simple one I'll admit) .. how about developing a 'light-weight' RT front end talking to a heavy backend.. (might be a good reason to develop out the the REST interface ;) ) In the mean time I'm going to have to re-think the network design and hope that my employer doesn't just go 'we'll use a different interface' and force me onto CTS as I'm trying to get it deployed company wide and up-root the Salesforce and CTS Ticketing systems that are being currently used (which needless to say would result in a sizeable support/devel contract coming BPs way... If you want to know more about that message me privately/directly.) Michelle -- Michelle Sullivan http://www.mhix.org/ From guadagnino.cristiano at creval.it Tue Feb 4 06:21:56 2014 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Tue, 4 Feb 2014 11:21:56 +0000 Subject: [rt-users] REST call to retrieve list of groups Message-ID: <52F0CD90.2090009@creval.it> Hi all, I have found out that I can use this REST call: http://my.rt.site/REST/1.0/group/ to retrieve informations about a group (id, name, description, members). However, I cannot find a REST way to retrieve the list of groups defined on an RT instance. Is it possible? T.I.A. Bye Cris From a at bozrikov.com Tue Feb 4 07:20:25 2014 From: a at bozrikov.com (Alexey Bozrikov) Date: Tue, 4 Feb 2014 04:20:25 -0800 (PST) Subject: [rt-users] RT 4.2.2 - inline images are not shown in tickets Message-ID: <1391516425349-56491.post@n7.nabble.com> I have made a fresh install of RT 4.2.1 yesterday and noticed, that when I create a ticket using RT Web interface (rich text) and paste a screenshot or any other image to the editor, this image not being shown in either e-mail sent to requestor (tested with Outlook 2003 and Outlok 2010), or in ticket history. Outlook only shows placeholder for the image (apparently cannot decode it), and ticket history displays 'Message body is not shown because it is too large' (see picture below). Actual message content includes encoded picture, but, for some reason, it cannot be displayed. Message source can be seen here: https://www.dropbox.com/s/3ckr5arkk8lk1o9/message.txt I upgraded immediately to 4.2.2 (all went fine, cleared object cache as per README), but same issue exists. Any clue on how to approach this issue? Could it be that scrubber is somehow altering the message when posting it through werb interface? We have a default install, so inline images are allowed by configuration. Alexey -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-4-2-2-inline-images-are-not-shown-in-tickets-tp56491.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbrandt at bestpractical.com Tue Feb 4 08:37:24 2014 From: jbrandt at bestpractical.com (Jim Brandt) Date: Tue, 04 Feb 2014 08:37:24 -0500 Subject: [rt-users] RT 4.2.2 - inline images are not shown in tickets In-Reply-To: <1391516425349-56491.post@n7.nabble.com> References: <1391516425349-56491.post@n7.nabble.com> Message-ID: <52F0ED14.6000101@bestpractical.com> > Outlook only shows placeholder for the image (apparently cannot decode > it), and ticket history displays 'Message body is not shown because it > is too large' (see picture below). This is likely the key issue. There is a config value that defines the max size that will be displayed inline. As noted in the docs, you can set this in individual preferences or in the main RT_SiteConfig.pm, so you can test it easily by changing the user preference and re-checking your ticket. http://bestpractical.com/docs/rt/latest/RT_Config.html#MaxInlineBody -- From bparish at cognex.com Tue Feb 4 08:53:18 2014 From: bparish at cognex.com (Parish, Brent) Date: Tue, 4 Feb 2014 08:53:18 -0500 Subject: [rt-users] Mandatory Custom Fields and Group Rights In-Reply-To: <52F0BBCF.8060607@zeninternet.co.uk> References: <52F0BBCF.8060607@zeninternet.co.uk> Message-ID: <6265B2EB12D194469B958F2E703D81830DE3157D20@viper.pc.cognex.com> Hi Paul. Sorry if I am misinterpreting, but it sounds like you have custom fields the end users don't have permissions to set. Yet you need them to be able to set those fields. If this is true, it's the same thing we encountered here. Surely not the most elegant solution, but this worked for us: * End users (e.g. 'everyone') has permissions to enter tickets in the "helpdesk" queue * We needed to have them set a custom field called "application" (and a few others) initially, but didn't want them changing those fields later when the ticket was escalated to other queues. * We created two sets of custom fields, matching in name, except that one set had underscore characters appended (e.g. "application" and "application_") * Both sets of custom fields applied to the helpdesk queue, but only the non-underscore version applied to the escalated queues. * Users had permissions to change the underscore version, but not the other. This way you can tweak not only what they can change, but even what they can see, also allowing them to set them initially, but not change them later. Great for things like when they set a priority and you have to change/hide that later! =) * We set a scrip to loop through all the custom fields on the ticket upon ticket creation, shifting the values from the underscore custom fields to the matching non underscore versions. * We set the built-in mandatory flags on the ones that needed to be set to ensure they were captured at ticket creation. It does require the scrip to move the custom field values from one set of fields to the other, and I also included an if statement or two to hide the underscore fields from privileged users (otherwise the duplicate fields thing looks messy when they are adding new tickets to helpdesk queue where both sets of fields appear to privileged users). - Brent From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Paul Stead Sent: Tuesday, February 04, 2014 5:07 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Mandatory Custom Fields and Group Rights Hello, Running RT 4.0.17 on Debian. We're trying to use RT across the company as our main ticketing system. This requires other departments to raise tickets into our queue. We have two mandatory ticket custom fields in this queue for us to internally categorise tickets. Our standard users do not have rights to "View custom field values" or "Modify custom field values" and indeed cannot see or set these fields in the Create Ticket view. When the user attempts to raise the ticket, RT seems to be checking for the validity of these custom fields, even though the user has no ability to set them. Raising via email works as expected, but our users are used to the RT interface and prefer to raise this way. Is this expected behaviour? How might I work around this? Paul -- Paul Stead Systems Engineer, Zen Internet T: 01706 902009 -------------- next part -------------- An HTML attachment was scrubbed... URL: From a at bozrikov.com Tue Feb 4 08:54:35 2014 From: a at bozrikov.com (Alexey Bozrikov) Date: Tue, 4 Feb 2014 05:54:35 -0800 (PST) Subject: [rt-users] RT 4.2.2 - inline images are not shown in tickets In-Reply-To: <52F0ED14.6000101@bestpractical.com> References: <1391516425349-56491.post@n7.nabble.com> <52F0ED14.6000101@bestpractical.com> Message-ID: <1391522075624-56494.post@n7.nabble.com> Jim Brandt-2 wrote >> Outlook only shows placeholder for the image (apparently cannot decode >> it), and ticket history displays 'Message body is not shown because it >> is too large' (see picture below). > > This is likely the key issue. There is a config value that defines the > max size that will be displayed inline. As noted in the docs, you can > set this in individual preferences or in the main RT_SiteConfig.pm, so > you can test it easily by changing the user preference and re-checking > your ticket. > > http://bestpractical.com/docs/rt/latest/RT_Config.html#MaxInlineBody > > -- I have changed preferences for the user to 300K instead of defauilt 12000 (as my test ticket with image is about 240K). Guess what - there is no picture. But now things changed, instead of 'Message body not shown' I see empty space. -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-4-2-2-inline-images-are-not-shown-in-tickets-tp56491p56494.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From nick.fennell at appliansys.com Tue Feb 4 09:08:15 2014 From: nick.fennell at appliansys.com (Nick Fennell) Date: Tue, 4 Feb 2014 14:08:15 +0000 Subject: [rt-users] RT Upgrade going bad (4.0.8 -> 4.2.2) In-Reply-To: References: Message-ID: <56DF2BF2-A52D-4939-855C-2DDFCDAAB401@appliansys.com> So it?s mainly this I?m having issues with; {{{ [6096] [Tue Feb 4 10:12:39 2014] [critical]: Can't use an undefined value as a HASH reference at /tmp/rt-4.2.2/sbin/../lib/RT/Crypt.pm line 237. (/tmp/rt-4.2.2/sbin/../lib/RT.pm:393) Can't use an undefined value as a HASH reference at /tmp/rt-4.2.2/sbin/../lib/RT/Crypt.pm line 237. make: *** [upgrade-database] Error 255 }}} I?ve had to scrap the upgrade and revert to a snapshot (I love VMs) from before I started. Means I?m back to v4.0.8. Any ideas would be good! -- Nick Fennell Senior Support Engineer ApplianSys Limited University of Warwick Science Park Business Innovation Centre Harry Weston Road Coventry CV3 2TX t: +44 (0) 870 7707 789 s: nick-fennell www.appliansys.com Our sales team sells by referral: Less time looking for customers, more time looking after them Subscribe: http://eepurl.com/ibKtY On 4 Feb 2014, at 10:20, Nick Fennell wrote: > Hi All. > > Having an issue upgrading our internal RT instance. > > It?s been running 4.0.8 for a while now with no real issue. I had to perform some maintenance on the host so thought I?d throw the RT upgrade on at the same time. Usually the upgrades are pretty painless.. but this one is the exception. > > Most of the upgrade has been a success apart from the DB upgrade script won?t complete. I paste below the output (some omitted).. > > {{{ > root at rt:/tmp/rt-4.2.2# make upgrade-database > /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action upgrade --prompt-for-dba-password > In order to create or update your RT database, this script needs to connect to your SQLite instance on localhost (port '') as root > Please specify that user's database password below. If the user has no database > password, just press return. > > Password: > Working with: > Type: mysql > Host: > Port: > Name: rt4 > User: rt_user > DBA: > Enter RT version you're upgrading from: 4.0.8 > > Going to apply following upgrades: > * 4.0.9 > * 4.0.12 > * 4.0.13 > * 4.0.18 > * 4.0.19 > * 4.1.0 > * 4.1.1 > * 4.1.4 > * 4.1.5 > * 4.1.6 > * 4.1.7 > * 4.1.8 > * 4.1.9 > * 4.1.10 > * 4.1.11 > * 4.1.12 > * 4.1.13 > * 4.1.14 > * 4.1.15 > * 4.1.16 > * 4.1.17 > * 4.1.18 > * 4.1.19 > * 4.1.20 > * 4.1.21 > * 4.1.22 > * 4.1.23 > * 4.2.1 > * 4.2.2 > > Enter RT version if you want to stop upgrade at some point, > or leave it blank if you want apply above upgrades: > > IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP > > Proceed [y/N]:y > Processing 4.0.9 > [6096] [Tue Feb 4 10:12:39 2014] [warning]: Configuration option AutoCreate is deprecated, and will be removed in RT 4.4. You should use UserAutocreateDefaultsOnLogin instead. (/tmp/rt-4.2.2/sbin/../lib/RT.pm:953) > [6096] [Tue Feb 4 10:12:39 2014] [critical]: Can't use an undefined value as a HASH reference at /tmp/rt-4.2.2/sbin/../lib/RT/Crypt.pm line 237. (/tmp/rt-4.2.2/sbin/../lib/RT.pm:393) > Can't use an undefined value as a HASH reference at /tmp/rt-4.2.2/sbin/../lib/RT/Crypt.pm line 237. > make: *** [upgrade-database] Error 255 > }}} > > Any advice appreciated. > > Thanks, > > Nick > -- > Nick Fennell > Senior Support Engineer > > ApplianSys Limited > University of Warwick Science Park > Business Innovation Centre > Harry Weston Road > Coventry CV3 2TX > > t: +44 (0) 870 7707 789 > s: nick-fennell > www.appliansys.com > > Our sales team sells by referral: > Less time looking for customers, more time looking after them > > Subscribe: http://eepurl.com/ibKtY > -------------- next part -------------- An HTML attachment was scrubbed... URL: From tim at marchex.com Tue Feb 4 11:34:27 2014 From: tim at marchex.com (Tim Wiley) Date: Tue, 04 Feb 2014 08:34:27 -0800 Subject: [rt-users] Mandatory Custom Fields and Group Rights In-Reply-To: <52F0BBCF.8060607@zeninternet.co.uk> References: <52F0BBCF.8060607@zeninternet.co.uk> Message-ID: <52F11693.4020503@marchex.com> On 02/04/2014 02:07 AM, Paul Stead wrote: > Hello, > > Running RT 4.0.17 on Debian. > > We're trying to use RT across the company as our main ticketing system. > This requires other departments to raise tickets into our queue. > > We have two mandatory ticket custom fields in this queue for us to > internally categorise tickets. > Our standard users do not have rights to "View custom field values" or > "Modify custom field values" and indeed cannot see or set these fields > in the Create Ticket view. > > When the user attempts to raise the ticket, RT seems to be checking for > the validity of these custom fields, even though the user has no ability > to set them. > > Raising via email works as expected, but our users are used to the RT > interface and prefer to raise this way. > > Is this expected behaviour? How might I work around this? It is not expected behavior. I reported this a few months ago. Thomas said that it's already fixed in the 4.2 branch & there's a ticket to have it fixed in the 4.0 branch. Hit the login as guest button on the URL below. http://issues.bestpractical.com/Ticket/Display.html?id=25068 Your best bet may be to upgrade to the 4.2 branch. From marius at ksat.no Tue Feb 4 11:44:15 2014 From: marius at ksat.no (Marius Flage) Date: Tue, 4 Feb 2014 17:44:15 +0100 Subject: [rt-users] Converting to using LDAP authentication (Active Directory) In-Reply-To: <20140130155341.GK1828@jibsheet.com> References: <52EA1103.4080005@ksat.no> <20140130155341.GK1828@jibsheet.com> Message-ID: <52F118DF.6090103@ksat.no> On 01/30/2014 04:53 PM, Kevin Falcone wrote: > On Thu, Jan 30, 2014 at 09:44:51AM +0100, Marius Flage wrote: >> is basically if it's possible to convert/migrate to using LDAP and still >> keep the history for the tickets already in the system (currently around >> 1500). We've made sure to use the same username in the local database as >> the one present in Active Directory, so it should be easy to just >> migrate/convert, but I'm not at all sure how to do this. Can someone >> give me some pointers? > > Since your usernames match LDAP, all you have to do is install and > configure RT-Authen-ExternalAuth. Ok, but I still have to create a local corresponding user for these users to be able to be privileged and able to use RT as agents, right? This module is just for authenticating against LDAP? And I guess I have to use RT-Extension-LDAPImport for this? But there's no way to sync all these details without having to use import jobs? - Marius From support at pureview.com Tue Feb 4 11:45:20 2014 From: support at pureview.com (support at pureview.com) Date: Tue, 4 Feb 2014 11:45:20 -0500 Subject: [rt-users] home page default Message-ID: <6b28c3cabd64461be0ebb05bb00c86eb.squirrel@mail.pureview.com> Hi RT users, Did you know if I can change the default home page to "Articles" instead of tickets home page....? I would like to change to articles home page Thank you, -David From alex at russian-cyprus.org Tue Feb 4 11:55:23 2014 From: alex at russian-cyprus.org (Alex Geo.) Date: Tue, 4 Feb 2014 17:55:23 +0100 Subject: [rt-users] RT crashes during spreadsheet export with "...rt-server.fcgi" aborted: idle timeout (3 sec) In-Reply-To: References: Message-ID: Hi Landon, Thanks a lot for the tip! I checked my rt.conf file under apache conf.d directory and here is what was in there: "FastCgiServer /opt/rt4/sbin/rt-server.fcgi -processes 5 -idle-timeout 3" Seems like the two extra zeroes were lost somewhere :) . Changed that to 300, now a spreadsheet export of 157 tickets works fine! It takes around 7-8 seconds to generate. So thanks for your advise and have a great day! Regards, Alex G. 2014-02-03 Landon Stewart : > Signal 13 is just a broken pipe, as it says. You need to find out why > it's broken. It's probably running out of memory or taking too long. > FastCGI in my experience likes to timeout and not tell anyone that it did. > I find it strange that your idle timeout is only 3 seconds. It'll likely > timeout often while it waits for the database to produce the query results. > > -- > Landon Stewart :: lstewart at iweb.com > Lead Specialist, Abuse and Security Management > Sp?cialiste principal, gestion des abus et s?curit? > http://iweb.com :: +1 (888) 909-4932 > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bparish at cognex.com Tue Feb 4 12:00:22 2014 From: bparish at cognex.com (Parish, Brent) Date: Tue, 4 Feb 2014 12:00:22 -0500 Subject: [rt-users] Converting to using LDAP authentication (Active Directory) In-Reply-To: <52F118DF.6090103@ksat.no> References: <52EA1103.4080005@ksat.no> <20140130155341.GK1828@jibsheet.com> <52F118DF.6090103@ksat.no> Message-ID: <6265B2EB12D194469B958F2E703D81830DE3157FD1@viper.pc.cognex.com> Hi. I've never switched from an existing local database to LDAP so I don't know anything about that. However, we have used the RT-Authen-ExternalAuth module (slightly modified) with great success here. With that extension (and the accompanying autocreate user settings in RT_SiteConfig.pm), the users get created as they connect with RT (via email and/or BBI). Yes, I do run the LDAPImport (modified) daily but that is more to update existing user fields and group memberships than it is to import users and groups initially. In other words, it means less work for me maintaining the user database and current group memberships! We like it here also because we then use Kerberos on Apache to auto-authenticate the users with their current domain login credentials (e.g. SSO). - Brent -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Marius Flage Sent: Tuesday, February 04, 2014 11:44 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Converting to using LDAP authentication (Active Directory) On 01/30/2014 04:53 PM, Kevin Falcone wrote: > On Thu, Jan 30, 2014 at 09:44:51AM +0100, Marius Flage wrote: >> is basically if it's possible to convert/migrate to using LDAP and >> still keep the history for the tickets already in the system >> (currently around 1500). We've made sure to use the same username in >> the local database as the one present in Active Directory, so it >> should be easy to just migrate/convert, but I'm not at all sure how >> to do this. Can someone give me some pointers? > > Since your usernames match LDAP, all you have to do is install and > configure RT-Authen-ExternalAuth. Ok, but I still have to create a local corresponding user for these users to be able to be privileged and able to use RT as agents, right? This module is just for authenticating against LDAP? And I guess I have to use RT-Extension-LDAPImport for this? But there's no way to sync all these details without having to use import jobs? - Marius From alexmv at bestpractical.com Tue Feb 4 12:13:32 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 04 Feb 2014 12:13:32 -0500 Subject: [rt-users] RT Upgrade going bad (4.0.8 -> 4.2.2) In-Reply-To: <56DF2BF2-A52D-4939-855C-2DDFCDAAB401@appliansys.com> References: <56DF2BF2-A52D-4939-855C-2DDFCDAAB401@appliansys.com> Message-ID: <1391534012.27447.3.camel@umgah.localdomain> On Tue, 2014-02-04 at 14:08 +0000, Nick Fennell wrote: > So it?s mainly this I?m having issues with; > > > {{{ > [6096] [Tue Feb 4 10:12:39 2014] [critical]: Can't use an undefined > value as a HASH reference at /tmp/rt-4.2.2/sbin/../lib/RT/Crypt.pm > line 237. (/tmp/rt-4.2.2/sbin/../lib/RT.pm:393) > Can't use an undefined value as a HASH reference > at /tmp/rt-4.2.2/sbin/../lib/RT/Crypt.pm line 237. > make: *** [upgrade-database] Error 255 > }}} This says that it's not finding the configuration value for either the % GnuPG or the %SMIME configuration -- which are part of RT 4.2's core RT_Config.pm file. To double-check, you did run 'make upgrade' prior to 'make upgrade-database', and your /tmp/rt-4.2.2/etc/RT_Config.pm does contain the word "SMIME"? - Alex From alexmv at bestpractical.com Tue Feb 4 12:28:08 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 04 Feb 2014 12:28:08 -0500 Subject: [rt-users] RT 4.2.2 - inline images are not shown in tickets In-Reply-To: <1391516425349-56491.post@n7.nabble.com> References: <1391516425349-56491.post@n7.nabble.com> Message-ID: <1391534888.27447.7.camel@umgah.localdomain> On Tue, 2014-02-04 at 04:20 -0800, Alexey Bozrikov wrote: > I have made a fresh install of RT 4.2.1 yesterday and noticed, that > when I create a ticket using RT Web interface (rich text) and paste a > screenshot or any other image to the editor, this image not being > shown in either e-mail sent to requestor (tested with Outlook 2003 and > Outlok 2010), or in ticket history. Sadly, RT does not support the inline image pasting functionality of CKEditor, since that requires running some of the server-side code of CKeditor which we do not support. Your best option is to use the "Attach:" box directly below the text entry area. - Alex From alexmv at bestpractical.com Tue Feb 4 12:46:32 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 04 Feb 2014 12:46:32 -0500 Subject: [rt-users] REST call to retrieve list of groups In-Reply-To: <52F0CD90.2090009@creval.it> References: <52F0CD90.2090009@creval.it> Message-ID: <1391535992.27447.10.camel@umgah.localdomain> On Tue, 2014-02-04 at 11:21 +0000, Guadagnino Cristiano wrote: > Hi all, > I have found out that I can use this REST call: > > http://my.rt.site/REST/1.0/group/ > > to retrieve informations about a group (id, name, description, members). > > However, I cannot find a REST way to retrieve the list of groups defined > on an RT instance. > Is it possible? RT 4.2.2 adds a search endpoint for users and groups: rt ls -t groups id: group/1238 Name: RT hackers Description: RT hackers Disabled: 0 -- id: group/14255 Name: BPS Staff Description: Disabled: 0 [...] The endpoint is /REST/1.0/search/groups - Alex From mmcgrath at carthage.edu Tue Feb 4 12:57:18 2014 From: mmcgrath at carthage.edu (Max McGrath) Date: Tue, 4 Feb 2014 11:57:18 -0600 Subject: [rt-users] People in the Cc: field are not receiving e-mails Message-ID: Hi all - Running RT 4.0.19 on Ubuntu 12.04.4 LTS. During ticket creation from the Web UI, when someone places an e-mail address in the CC: field, it doesn't appear to send e-mails to those people. Below is what I could find in rt.log. I'm not suer if there is a better log to look at. X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:652) [14397] [Tue Feb 4 17:48:44 2014] [debug]: Got user mail preference 'Individual messages' for user mmcgrath at carthage.edu(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:666) [14397] [Tue Feb 4 17:48:44 2014] [debug]: Removing deferred recipients from To: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:675) [14397] [Tue Feb 4 17:48:44 2014] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:684) [14397] [Tue Feb 4 17:48:44 2014] [debug]: Working on mailfield Cc; recipients are (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:645) [14397] [Tue Feb 4 17:48:44 2014] [debug]: Subject: [help.carthage.edu#24526] AutoReply: Test [14397] [Tue Feb 4 17:48:44 2014] [debug]: Removing deferred recipients from Cc: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:675) [14397] [Tue Feb 4 17:48:44 2014] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:684) [14397] [Tue Feb 4 17:48:44 2014] [debug]: Working on mailfield Bcc; recipients are (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:645) I don't know for sure, but I'm assuming the *Removing deferred recipients from Cc: line* is important. The question is, why are the recipients being removed? Much thanks! Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Feb 4 13:44:16 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 4 Feb 2014 13:44:16 -0500 Subject: [rt-users] People in the Cc: field are not receiving e-mails In-Reply-To: References: Message-ID: <20140204184416.GA24554@jibsheet.com> On Tue, Feb 04, 2014 at 11:57:18AM -0600, Max McGrath wrote: > Running RT 4.0.19 on Ubuntu 12.04.4 LTS. > > During ticket creation from the Web UI, when someone places an e-mail address in the CC: > field, it doesn't appear to send e-mails to those people. Below is what I could find in > rt.log. I'm not suer if there is a better log to look at. 4.0 and previous didn't ship On Create Notify Ccs. New installs of 4.2 get these scrips by default, upgrades do not, you can read about our recommended set of scrips here: http://bestpractical.com/docs/rt/latest/UPGRADING-4.2.html search for New installs will notify Ccs and you'll find the relevant list item. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From hescobar at afslc.com Tue Feb 4 16:02:05 2014 From: hescobar at afslc.com (Hugo Escobar) Date: Tue, 4 Feb 2014 16:02:05 -0500 Subject: [rt-users] custom callback for ticket update not working after update 4.0.2 -> 4.2.2 Message-ID: I developed a callback that allowed staff users to quickly respond certain requests from customers just by pressing a button on ticket-display instead of having to go to /Ticket/Update.html, writing, attaching the file, etc This worked perfectly on 4.0.2. In 4.2.2, the response is being created but the file(s) is(are) not being attached. The callback I used for this customization is called in the following line: $m->callback( Ticket => $TicketObj, ARGSRef => \%ARGS, checks_failure => \$checks_failure, results => \@results, CallbackName => 'Initial' ); which exists at the beginning of the <%INIT> section My implementation of this callback creates a MIME::Entity and adds the file to it, then it 'writes' the whole message to $session{'Attachments'} I've been trying to do the right changes for this to work under 4.2.2 but no luck so far Any help will be greatly appreciated -- Hugo Escobar [image: AFS_logo.png] Follow us on Facebook and Linked-In [image: facebook-24x24.png] [image: linkedin-24x24.png] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: facebook-24x24.png Type: image/png Size: 814 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: linkedin-24x24.png Type: image/png Size: 875 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: AFS_logo.png Type: image/png Size: 3183 bytes Desc: not available URL: From dgnapier at sfu.ca Tue Feb 4 18:48:34 2014 From: dgnapier at sfu.ca (Duncan Napier) Date: Tue, 4 Feb 2014 15:48:34 -0800 (PST) Subject: [rt-users] Security/restrictions/revocation/removal of RSS and iCal feeds in RT and related issue of open access through "Go to Ticket ..." box in SelfService In-Reply-To: Message-ID: <969631957.4901984.1391557714096.JavaMail.root@sfu.ca> Hello, Sorry if this is documented somewhere, but I haven't been able to locate it. I am running an RT 4.0.8 system with a few privileged Administrators and a few hundred unprivileged users who log into an RT SelfService interface to communicate (as well as by rt-mail) for support purposes. One of the Admins has requested access to the contents of a queue be given to a small group of unprivileged users. The most obvious way is to use a query to generate an RSS feed. So far so good. However, we may want to restrict access of the feed to a select few people in the organization. One way is to keep the feed URL confidential. This might work, but I was wondering is there is anything more robust than security-through-secrecy. Also I cannot find any way to manage the RSS feeds such as deleting or shutting it down when it has outlived its usefulness. Can anyone suggest where I can find this out. Another related topic is the "Go to Ticket ..." box where unprivileged users using the SelfServe interface can type in any ticket IDnumber and access the entire ticket. I can see how useful this is, but I'm wondering how to restrict access to this practice in the case where each tickets is to be considered confidential/privileged between each staff member and the support Administrators. So far, there is no issue of confidentiality in our organization, but it may come to the attention of management that naiive staff or even people who should know better and show lack of judgement by disclosing passwords, access codes or confidential information in their support requests that may be read or mined by others without privilege to this information. Again, we are not a super-secret organization, but I would not want to be in a situation where one unprivileged RT user has divulged confidential information to another unprivileged RT user who has been able to mine the RT SelfService page or a forgotten RSS feed for information. We have a policy right now that no confidential information or passwords/codes etc be included in tickets, but people are very fallible and any advice to target access a little better would be appreciated! Duncan. From a at bozrikov.com Wed Feb 5 01:55:57 2014 From: a at bozrikov.com (Alexey Bozrikov) Date: Tue, 4 Feb 2014 22:55:57 -0800 (PST) Subject: [rt-users] RT 4.2.2 - inline images are not shown in tickets In-Reply-To: <1391534888.27447.7.camel@umgah.localdomain> References: <1391516425349-56491.post@n7.nabble.com> <1391534888.27447.7.camel@umgah.localdomain> Message-ID: <1391583357154-56509.post@n7.nabble.com> Alex Vandiver wrote > On Tue, 2014-02-04 at 04:20 -0800, Alexey Bozrikov wrote: >> I have made a fresh install of RT 4.2.1 yesterday and noticed, that >> when I create a ticket using RT Web interface (rich text) and paste a >> screenshot or any other image to the editor, this image not being >> shown in either e-mail sent to requestor (tested with Outlook 2003 and >> Outlok 2010), or in ticket history. > > Sadly, RT does not support the inline image pasting functionality of > CKEditor, since that requires running some of the server-side code of > CKeditor which we do not support. Your best option is to use the > "Attach:" box directly below the text entry area. > - Alex Thank you very much for the answer, attaching images will do for the time being. For some reason, inline image pasting works to a limited extent now (only when pasting to a newly-created ticket through Web interface), and that led my colleagues to attempts to use the feature. ----- Alexey -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-4-2-2-inline-images-are-not-shown-in-tickets-tp56491p56509.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From guadagnino.cristiano at creval.it Wed Feb 5 02:43:36 2014 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Wed, 5 Feb 2014 07:43:36 +0000 Subject: [rt-users] REST call to retrieve list of groups In-Reply-To: <1391535992.27447.10.camel@umgah.localdomain> References: <52F0CD90.2090009@creval.it> <1391535992.27447.10.camel@umgah.localdomain> Message-ID: <52F1EBE5.9030903@creval.it> Alex Vandiver ha scritto: > > RT 4.2.2 adds a search endpoint for users and groups: > > rt ls -t groups > id: group/1238 > Name: RT hackers > Description: RT hackers > Disabled: 0 > > -- > > id: group/14255 > Name: BPS Staff > Description: > Disabled: 0 > > [...] > > The endpoint is /REST/1.0/search/groups > > - Alex > Alex, this is great news!! Thank you Cris From lorenzo8769 at gmail.com Wed Feb 5 03:18:15 2014 From: lorenzo8769 at gmail.com (lorenzo8769) Date: Wed, 5 Feb 2014 00:18:15 -0800 (PST) Subject: [rt-users] Email delivery settings In-Reply-To: <1391522523910-56495.post@n7.nabble.com> References: <1391522523910-56495.post@n7.nabble.com> Message-ID: <1391588295825-56511.post@n7.nabble.com> UP -- View this message in context: http://requesttracker.8502.n7.nabble.com/Email-delivery-settings-tp56495p56511.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From lists at home.gofferje.net Wed Feb 5 08:47:09 2014 From: lists at home.gofferje.net (Stefan Gofferje) Date: Wed, 05 Feb 2014 15:47:09 +0200 Subject: [rt-users] Editor field suddenly red Message-ID: <52F240DD.7040005@home.gofferje.net> Hi, I set up RT to handle emails for a new website project. All worked fine so far. I noticed today that the timezone was still set to US/Eastern, so I changed it to Europe/Helsinki and restarted the apache2. Since then, the editor text input field is red when I want to reply to a message and templates seem to not be used. The templates are still there - I can access them from the menu. I tried changing the timezone back with no success. I have no idea whatsoever where to start searching for the problem. I couldn't even find an RT-specific log and the general apache vhost log shows no error. Any hints, anyone? -Stefan -- (o_ Stefan Gofferje | SCLT, MCP, CCSA //\ Reg'd Linux User #247167 | VCP #2263 V_/_ Heckler & Koch - the original point and click interface -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4079 bytes Desc: S/MIME Cryptographic Signature URL: From lists at home.gofferje.net Wed Feb 5 09:12:15 2014 From: lists at home.gofferje.net (Stefan Gofferje) Date: Wed, 05 Feb 2014 16:12:15 +0200 Subject: [rt-users] Editor field suddenly red In-Reply-To: <52F240DD.7040005@home.gofferje.net> References: <52F240DD.7040005@home.gofferje.net> Message-ID: <52F246BF.1020506@home.gofferje.net> Managed to activate logging but I don't see anything that would explain the problem... This log is from Home -> Click on ticket -> click on "reply" [8829] [Wed Feb 5 14:09:51 2014] [debug]: Rendering attachment #103 of 'text/plain' type (/opt/rt4/share/html/Elements/ShowTransactionAttachments:182) [8829] [Wed Feb 5 14:09:51 2014] [debug]: Rendering attachment #111 of 'text/html' type (/opt/rt4/share/html/Elements/ShowTransactionAttachments:182) [8829] [Wed Feb 5 14:09:54 2014] [debug]: About to prepare scrips for transaction #235 (/opt/rt4/sbin/../lib/RT/Transaction.pm:187) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Found 6 scrips for TransactionCreate stage with applicable type(s) Correspond for txn #235 on ticket #14 (/opt/rt4/sbin/../lib/RT/Scrips.pm:495) [8829] [Wed Feb 5 14:09:54 2014] [info]: not sending to stefan at gofferje.net, creator of the transaction, due to NotifyActor setting (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:840) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - Subjectless message (/opt/rt4/sbin/../lib/RT/I18N.pm:295) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/html - Subjectless message (/opt/rt4/sbin/../lib/RT/I18N.pm:295) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:595) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:595) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - Subjectless message (/opt/rt4/sbin/../lib/RT/I18N.pm:295) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/html - Subjectless message (/opt/rt4/sbin/../lib/RT/I18N.pm:295) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:595) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:595) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - Subjectless message (/opt/rt4/sbin/../lib/RT/I18N.pm:295) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/html - Subjectless message (/opt/rt4/sbin/../lib/RT/I18N.pm:295) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:595) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:595) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Skipping Scrip #6 because it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361) [8829] [Wed Feb 5 14:09:54 2014] [debug]: Skipping Scrip #11 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:353) -- (o_ Stefan Gofferje | SCLT, MCP, CCSA //\ Reg'd Linux User #247167 | VCP #2263 V_/_ Heckler & Koch - the original point and click interface -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4079 bytes Desc: S/MIME Cryptographic Signature URL: From falcone at bestpractical.com Wed Feb 5 10:23:14 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 5 Feb 2014 10:23:14 -0500 Subject: [rt-users] custom callback for ticket update not working after update 4.0.2 -> 4.2.2 In-Reply-To: References: Message-ID: <20140205152314.GB24554@jibsheet.com> On Tue, Feb 04, 2014 at 04:02:05PM -0500, Hugo Escobar wrote: > $m->callback( Ticket => $TicketObj, ARGSRef => \%ARGS, checks_failure => \$checks_failure, > results => \@results, CallbackName => 'Initial' ); > > which exists at the beginning of the <%INIT> section > My implementation of this callback creates a MIME::Entity and adds the file to it, then it > 'writes' the whole message to $session{'Attachments'} > > I've been trying to do the right changes for this to work under 4.2.2 but no luck so far You've not shown your code, so I'm guessing, but if you look at how 4.2 stores attachments in the session, it uses a token to finally fix the bug of creating two tickets simultaneously and accidentally attaching the wrong attachments to the wrong ticket. $session{Attachments}{$ARGS{Token}} Relevant code is in ProcessAttachments and you can also see it used in CreateTicket. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Feb 5 10:27:59 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 5 Feb 2014 10:27:59 -0500 Subject: [rt-users] Security/restrictions/revocation/removal of RSS and iCal feeds in RT and related issue of open access through "Go to Ticket ..." box in SelfService In-Reply-To: <969631957.4901984.1391557714096.JavaMail.root@sfu.ca> References: <969631957.4901984.1391557714096.JavaMail.root@sfu.ca> Message-ID: <20140205152759.GC24554@jibsheet.com> On Tue, Feb 04, 2014 at 03:48:34PM -0800, Duncan Napier wrote: > One of the Admins has requested access to the contents of a queue be > given to a small group of unprivileged users. The most obvious way is > to use a query to generate an RSS feed. So far so good. However, we > may want to restrict access of the feed to a select few people in the > organization. One way is to keep the feed URL confidential. This might > work, but I was wondering is there is anything more robust than security-through- > secrecy. Also I cannot find any way to manage the RSS feeds such as > deleting or shutting it down when it has outlived its usefulness. Can > anyone suggest where I can find this out. Nothing other than custom dev comes to mind. You can clear all RSS feeds related to an account using the Secret Authentication Token box on user account pages. This will disable all the RSS/ical feeds associated with the account. You cannot currently generate an auth-token per feed. > > Another related topic is the "Go to Ticket ..." box where unprivileged > users using the SelfServe interface can type in any ticket IDnumber > and access the entire ticket. I can see how useful this is, but I'm > wondering how to restrict access to this practice in the case where > each tickets is to be considered confidential/privileged between each > staff member and the support Administrators. So far, there is no issue > of confidentiality in our organization, but it may come to the > attention of management that naiive staff or even people who should > know better and show lack of judgement by disclosing passwords, access > codes or confidential information in their support requests that may > be read or mined by others without privilege to this information. I'd like to address a misunderstanding here. RT does *not* allow access to any ticket just by knowing the ID. You've granted ShowTicket to Unprivileged or Everyone or otherwise handed it out to broadly. This is a security concern, but it is not in RT, it is in your permissions. It is likely you meant to give Privileged ShowTicket and then give Requestors and Ccs ShowTicket so they can see their *own* tickets. If you'd like a demonstration of this, go to http://issues.bestpractical.com and click the 'Log in as Guest' button and attempt to view ticket 13776 which is in a restricted Queue where Guest does not have ShowTicket permissions. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Feb 5 10:30:08 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 5 Feb 2014 10:30:08 -0500 Subject: [rt-users] Editor field suddenly red In-Reply-To: <52F240DD.7040005@home.gofferje.net> References: <52F240DD.7040005@home.gofferje.net> Message-ID: <20140205153008.GD24554@jibsheet.com> On Wed, Feb 05, 2014 at 03:47:09PM +0200, Stefan Gofferje wrote: > I set up RT to handle emails for a new website project. All worked fine > so far. I noticed today that the timezone was still set to US/Eastern, > so I changed it to Europe/Helsinki and restarted the apache2. > Since then, the editor text input field is red when I want to reply to a The editor text field has been red when writing a Reply (Correspondence) since 4.0.0. You don't note your version. It's more of a 'yellow' on Comments. The red is meant to indicate that you're writing a reply to the customer, not something internal. You may have had a local modification that was cleared out in the restart, it has nothing to do with the timezone. > message and templates seem to not be used. The templates are still there > - I can access them from the menu. > I tried changing the timezone back with no success. I don't understand your Template problem with the description here. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Feb 5 10:32:35 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 5 Feb 2014 10:32:35 -0500 Subject: [rt-users] Mandatory Custom Fields and Group Rights In-Reply-To: <52F11693.4020503@marchex.com> References: <52F0BBCF.8060607@zeninternet.co.uk> <52F11693.4020503@marchex.com> Message-ID: <20140205153235.GE24554@jibsheet.com> On Tue, Feb 04, 2014 at 08:34:27AM -0800, Tim Wiley wrote: > >Is this expected behaviour? How might I work around this? > > It is not expected behavior. I reported this a few months ago. > Thomas said that it's already fixed in the 4.2 branch & there's a > ticket to have it fixed in the 4.0 branch. Hit the login as guest > button on the URL below. > > http://issues.bestpractical.com/Ticket/Display.html?id=25068 > > Your best bet may be to upgrade to the 4.2 branch. To clarify, it's not a branch of 4.2, the current releases of 4.2.2 contain these fixes. Unfortunately, backporting them is non-trivial so I'm not sure if that will happen for 4.0. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Feb 5 10:34:36 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 5 Feb 2014 10:34:36 -0500 Subject: [rt-users] home page default In-Reply-To: <6b28c3cabd64461be0ebb05bb00c86eb.squirrel@mail.pureview.com> References: <6b28c3cabd64461be0ebb05bb00c86eb.squirrel@mail.pureview.com> Message-ID: <20140205153436.GF24554@jibsheet.com> On Tue, Feb 04, 2014 at 11:45:20AM -0500, support at pureview.com wrote: > Did you know if I can change the default home page to "Articles" instead > of tickets home page....? > > I would like to change to articles home page Unfortunately - there's no easy callback where you can modify this, but you're trying to change the next parameter in Elements/Login. You can do this with some JS on the login page to set it if it isn't set, a pure perl solution would require a new callback in Elements/Login which is definitely a branch I would review. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Feb 5 10:36:47 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 5 Feb 2014 10:36:47 -0500 Subject: [rt-users] Cannot save Article searchs for system use In-Reply-To: <1391440043388-56479.post@n7.nabble.com> References: <1391440043388-56479.post@n7.nabble.com> Message-ID: <20140205153647.GG24554@jibsheet.com> On Mon, Feb 03, 2014 at 07:07:23AM -0800, scott.dalzell wrote: > i am currently using RT4.0.12 and i am trying to create a dashboard to > display all new Articles that have been created in the last 2 weeks > > the first hurdle i have come across is that i can not save any Article > searches into anything other that 'My Searches' this means that even if i > create a suitable search, other users will not be able to view the results > > is there anyway to allow me to save an Article search with the privacy set > to 'RT System's saved searches'? Apparently the decision to only list My saved searches and Groups dates back to the original saved search support for Articles. I have no insight into why RT System's saved searches isn't in that list, but it's a clear omission, especially when paired with Dasboards. I would look at a patch to add it (although that patch should likely convert articles to use some of the core SelectSearchesForObjects. Regardless, this should get filed as a feature request bug. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Feb 5 10:38:34 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 5 Feb 2014 10:38:34 -0500 Subject: [rt-users] mod_fcgid: read data timeout leads to SIGKILL In-Reply-To: References: Message-ID: <20140205153834.GH24554@jibsheet.com> On Mon, Feb 03, 2014 at 11:22:16AM -1000, Mathew Snyder wrote: > Looking for support on an issue that I haven't found online through searches. > New instance of RT 4.2.2 on CentOS 6.5 with Apache 2.2.15-29 and FCGI? > 2.3.9-1.? You really need to show your RT debug logs, the logs you're showing are what apache is getting back from RT (or failing to get back from RT). Since you're running 4.2.2, go to Admin -> Tools -> System Configuration and read the Logging summary box. 40 seconds to display a ticket is much too slow and points to either a bad local modification, a misconfigured database or some other problem, but we can't comment without details. -kevin > Everything runs fine for the most part, however, intermittently the? > following log entries show up and I get an internal server error.? > > [Fri Jan 31 22:48:36 2014] [warn] [client 192.168.236.64] mod_fcgid: read? > data timeout in 40 seconds, referer:? > [1]http://rt.example.com/Ticket/Display.html?id=2? > [Fri Jan 31 22:48:36 2014] [error] [client 192.168.236.64] Premature end of? > script headers: rt-server.fcgi, referer:? > [2]http://rt.example.com/Ticket/Display.html?id=2? > FastCGI: manager (pid 8954): received signal TERM? > FastCGI: manager (pid 8954): sending TERM to PIDs, 8960? > [Fri Jan 31 22:48:46 2014] [warn] mod_fcgid: process 8954 graceful kill? > fail, sending SIGKILL? > FastCGI: server (pid 8960): safe exit after SIGTERM? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Feb 5 10:41:17 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 5 Feb 2014 10:41:17 -0500 Subject: [rt-users] Call external script in scrip In-Reply-To: References: Message-ID: <20140205154117.GI24554@jibsheet.com> On Mon, Feb 03, 2014 at 12:33:17PM +0100, Anthony BRODARD wrote: > Feb 3 12:09:50 bob RT: [10535] DBD::mysql::st execute failed: Lock wait timeout exceeded; try > restarting transaction at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 589. > Feb 3 12:09:50 bob RT: [10535] RT::Handle=HASH(0x71041f8) couldn't execute the query 'SELECT * > FROM Tickets WHERE id = ? FOR UPDATE' at It appears that RT is holding a lock for updating your ticket while a second script connects and then times out attempting to update the same ticket. I suggest that your main scrip become a Batch scrip so that it runs after the initial transaction completes and the lock is released. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From simonw at simonwilcox.co.uk Wed Feb 5 10:42:38 2014 From: simonw at simonwilcox.co.uk (Simon Wilcox) Date: Wed, 05 Feb 2014 15:42:38 +0000 Subject: [rt-users] Pointers for the unfamiliar - creating custom behaviours Message-ID: <52F25BEE.9020000@simonwilcox.co.uk> Hi, We've used RT for probably 10 years but really in a very vanilla way. We're now trying to make better use of it (4.0.8 now and imminently 4.2.2) but I'm struggling to find a way in to add a feature that we'd like. What we'd like to do is auto-link tickets together whenever they're mentioned in a comment or response. The regex to extract the ticket numbers from the body of the message I have and I think I know how to create a link[1] but I can't figure out the recommended way to incorporate that code into a scrip. I'm probably missing something in the docs but please could you advise how to go about putting this together ? Many thanks, Simon. [1] based on the code in RT/Ticket.pm it will be something like $self->AddLink( Type => 'RefersTo', Target => $found_id ); From falcone at bestpractical.com Wed Feb 5 10:55:52 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 5 Feb 2014 10:55:52 -0500 Subject: [rt-users] Pointers for the unfamiliar - creating custom behaviours In-Reply-To: <52F25BEE.9020000@simonwilcox.co.uk> References: <52F25BEE.9020000@simonwilcox.co.uk> Message-ID: <20140205155552.GJ24554@jibsheet.com> On Wed, Feb 05, 2014 at 03:42:38PM +0000, Simon Wilcox wrote: > What we'd like to do is auto-link tickets together whenever they're > mentioned in a comment or response. The regex to extract the ticket > numbers from the body of the message I have and I think I know how > to create a link[1] but I can't figure out the recommended way to > incorporate that code into a scrip. > > I'm probably missing something in the docs but please could you > advise how to go about putting this together ? > > [1] based on the code in RT/Ticket.pm it will be something like > $self->AddLink( Type => 'RefersTo', Target => $found_id ); In the custom action commit code you can get the current ticket with: $self->TicketObj and then it's just a matter of gluing on the appropriate AddLink call as you've found above. Keep in mind directionality of the link, which will determine if you want Target or Base (RefersTo vs ReferredToBy). In 4.2, relevant docs are on RT::Record::_AddLink and http://bestpractical.com/docs/rt/latest/RT/Record/Role/Links.html#AddLink1 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Feb 5 11:00:07 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 5 Feb 2014 11:00:07 -0500 Subject: [rt-users] RT 4.2 change scrip stage In-Reply-To: <20140131221313.GQ1828@jibsheet.com> References: <52E21848.1070109@netcologne.de> <20140129174406.GA1828@jibsheet.com> <52EA0C6C.9080903@netcologne.de> <20140130154839.GI1828@jibsheet.com> <52EBC637.7040600@netcologne.de> <20140131221313.GQ1828@jibsheet.com> Message-ID: <20140205160007.GK24554@jibsheet.com> On Fri, Jan 31, 2014 at 05:13:13PM -0500, Kevin Falcone wrote: > Unfortunately, while that is a good argument, there are some UI > failures supporting it. I'll file a bug about it. I've filed http://issues.bestpractical.com/Ticket/Display.html?id=28873 about the terrible Disabled UI, and it touches briefly on Deleted. We'll address this after we fix display of Disabled Scrips. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From support at pureview.com Wed Feb 5 11:09:10 2014 From: support at pureview.com (support at pureview.com) Date: Wed, 5 Feb 2014 11:09:10 -0500 Subject: [rt-users] home page default In-Reply-To: <20140205153436.GF24554@jibsheet.com> References: <6b28c3cabd64461be0ebb05bb00c86eb.squirrel@mail.pureview.com> <20140205153436.GF24554@jibsheet.com> Message-ID: <493bab156ae06f1b10e445c95d7df7cc.squirrel@mail.pureview.com> Kevin, Thank you for a feedback. I'll keep eye on your resolution. Regards, -David > On Tue, Feb 04, 2014 at 11:45:20AM -0500, support at pureview.com wrote: >> Did you know if I can change the default home page to "Articles" instead >> of tickets home page....? >> >> I would like to change to articles home page > > Unfortunately - there's no easy callback where you can modify this, > but you're trying to change the next parameter in Elements/Login. > You can do this with some JS on the login page to set it if it isn't > set, a pure perl solution would require a new callback in > Elements/Login which is definitely a branch I would review. > > -kevin > From ALiebsch at microlaw.com Wed Feb 5 11:39:10 2014 From: ALiebsch at microlaw.com (Abraham Liebsch) Date: Wed, 5 Feb 2014 16:39:10 +0000 Subject: [rt-users] Autoreply to new requestors In-Reply-To: <20140115160332.GM2259@jibsheet.com> References: <1389374260154-56239.post@n7.nabble.com> <52D030D9.6030109@wingfoot.org> <3ecba4f97bf043a795fd8227292eb80d@BL2PR08MB177.namprd08.prod.outlook.com> <20140115160332.GM2259@jibsheet.com> Message-ID: <5f7a0df1727a49c4a84c790fc7cd304c@BL2PR08MB177.namprd08.prod.outlook.com> I just wanted to follow-up and let you know that this fixed my issue. Thanks! -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, January 15, 2014 10:04 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Autoreply to new requestors On Fri, Jan 10, 2014 at 06:32:50PM +0000, Abraham Liebsch wrote: > It appears to be running afterwards. I've renamed the scripts, > prepending > 100 to the reassignment scrip and 110 to the autoreply scrip, so that > they are listed in the proper order, and confirmed in the apache log > that the requestors are changed before the autoreply scrip is run. > Unless there is an order-of-execution nuance that escapes me, it > appears that the requestor is replaced first. I could be missing > something, though, as there is another scrip that, according to the > log, is executing between those two, despite not being listed between them. The Autoreply scrip is most likely executing on a cached copy of the ticket (it doesn't reload the ticket between scrip executions). Probably the simplest thing to do is to make the Autoreply scrip execute in the Transaction Batch stage. Since it's an On Create action, any problems should be minimal. -kevin > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Glenn > Sieb > Sent: Friday, January 10, 2014 11:42 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Autoreply to new requestors > > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > On 1/10/14, 12:17 PM, Abraham Liebsch wrote: > > I have a scrip that, when a ticket is created by email by under > > certain conditions, will delete the email sender as the requestor > > and replace it with a different requestor (in order to permit > > creating tickets on behalf of others). I have confirmed this scrip > > works properly, and that this scrip executes prior to the default > > scrip which autoreplies to ticket creators. Yet, the autoreply is > > being sent to the email sender and not to the new requestor. Does > > anyone have a suggestion to ensure the autoreply is sent to the > > newly-set requestor and not the email sender? > > Is the Autoreply scrip before or after the replace-the-requestor scrip? -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 6055 bytes Desc: not available URL: From joinajay1 at gmail.com Wed Feb 5 12:13:56 2014 From: joinajay1 at gmail.com (Ajay Kumar) Date: Wed, 5 Feb 2014 22:43:56 +0530 Subject: [rt-users] Reminder mail regarding the bills Message-ID: Dear All, I am new to RT and I want to send automatically mail to company members before 30 days and on 30th day(anniversary day) want to send invoice.If invoice is not paid within 15 days one reminder mail want to send in the same ticket. Anniversary date and members emails are stored with different mysql server. I am sure RT can be used for this. Can some one help regarding this configuration. I have created the templates related to each reminder. However not able to start this. Thanks for help in advance. Regards, Ajay ................................. Please don't print this email unless you really need to. This will preserve trees on our planet. -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at home.gofferje.net Wed Feb 5 12:15:12 2014 From: lists at home.gofferje.net (Stefan Gofferje) Date: Wed, 05 Feb 2014 19:15:12 +0200 Subject: [rt-users] Editor field suddenly red In-Reply-To: <20140205153008.GD24554@jibsheet.com> References: <52F240DD.7040005@home.gofferje.net> <20140205153008.GD24554@jibsheet.com> Message-ID: <52F271A0.40505@home.gofferje.net> On 02/05/2014 05:30 PM, Kevin Falcone wrote: > The editor text field has been red when writing a Reply > (Correspondence) since 4.0.0. You don't note your version. > It's more of a 'yellow' on Comments. The red is meant to indicate > that you're writing a reply to the customer, not something internal. > > You may have had a local modification that was cleared out in the > restart, it has nothing to do with the timezone. > >> message and templates seem to not be used. The templates are still there >> - I can access them from the menu. >> I tried changing the timezone back with no success. > > I don't understand your Template problem with the description here. Ah, sorry, I use 4.2.2 The "template problem" is that it seems there's no template being used. Normally, when I reply to a ticket, the original message should be quoted. That also happened until that restart. Now when I reply to a ticket, only what I wrote is stored in the ticket and mailed to the requestor but no quotes of stuff before anymore. -Stefan -- (o_ Stefan Gofferje | SCLT, MCP, CCSA //\ Reg'd Linux User #247167 | VCP #2263 V_/_ Heckler & Koch - the original point and click interface -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4079 bytes Desc: S/MIME Cryptographic Signature URL: From joinajay1 at gmail.com Wed Feb 5 12:27:30 2014 From: joinajay1 at gmail.com (Ajay Kumar) Date: Wed, 5 Feb 2014 22:57:30 +0530 Subject: [rt-users] Can only one ticket be created even if mail marks to multiple ques Message-ID: Dear All, We are new to RT system. It has been observed that our members send same mail to multiple ques and RT generate multiple tickets.One ticket for one que. Can we stop multiple tickets for same mail. If yes,pls suggest the steps. We are manual merging the tickets. Regards, Ajay ................................. Please don't print this email unless you really need to. This will preserve trees on our planet. -------------- next part -------------- An HTML attachment was scrubbed... URL: From hescobar at afslc.com Wed Feb 5 12:32:20 2014 From: hescobar at afslc.com (Hugo Escobar) Date: Wed, 5 Feb 2014 12:32:20 -0500 Subject: [rt-users] custom callback for ticket update not working after update 4.0.2 -> 4.2.2 In-Reply-To: <20140205152314.GB24554@jibsheet.com> References: <20140205152314.GB24554@jibsheet.com> Message-ID: On Wed, Feb 5, 2014 at 10:23 AM, Kevin Falcone wrote: > On Tue, Feb 04, 2014 at 04:02:05PM -0500, Hugo Escobar wrote: > > $m->callback( Ticket => $TicketObj, ARGSRef => \%ARGS, checks_failure > => \$checks_failure, > > results => \@results, CallbackName => 'Initial' ); > > > > which exists at the beginning of the <%INIT> section > > My implementation of this callback creates a MIME::Entity and adds > the file to it, then it > > 'writes' the whole message to $session{'Attachments'} > > > > I've been trying to do the right changes for this to work under 4.2.2 > but no luck so far > > You've not shown your code, so I'm guessing, but if you look at how > 4.2 stores attachments in the session, it uses a token to finally fix > the bug of creating two tickets simultaneously and accidentally > attaching the wrong attachments to the wrong ticket. > > $session{Attachments}{$ARGS{Token}} > > Relevant code is in ProcessAttachments and you can also see it used in > CreateTicket. > This is what I do: my $Message = MIME::Entity->build( Type => 'multipart/mixed', "Message-Id" => RT::Interface::Email::GenMessageId, ); my ( $filehandle, @ar_content, $buffer ); open( $filehandle, "<", \$content ); while ( my $bytesread = read( $filehandle, $buffer, 4096 ) ) { push @ar_content, $buffer; } close $filehandle; $Message->attach( Filename => $doc_path, Type => 'application/pdf', Data => \@ar_content, ); # Attachment parts really shouldn't get a Message-ID $Message->head->delete('Message-ID'); $Message->make_singlepart; RT::I18N::SetMIMEEntityToUTF8($Message); # convert text parts into utf-8 $session{'Attachments'} = { %{$session{'Attachments'} || {}}, $key . '.pdf' => $Message }; (...) I changed the blue lines by the following: session{'Attachments'}{Digest::MD5::md5_hex(rand(1024))}{$key . '.pdf'} = $Message; The reason I create a token here is that at this point ('/Ticket/Display.html') there seems to be no 'Attachment' in $session The problem persists, post added without attachment -- Hugo Escobar [image: AFS_logo.png] Follow us on Facebook and Linked-In [image: facebook-24x24.png] [image: linkedin-24x24.png] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: AFS_logo.png Type: image/png Size: 3183 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: facebook-24x24.png Type: image/png Size: 814 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: linkedin-24x24.png Type: image/png Size: 875 bytes Desc: not available URL: From mmcgrath at carthage.edu Wed Feb 5 12:34:46 2014 From: mmcgrath at carthage.edu (Max McGrath) Date: Wed, 5 Feb 2014 11:34:46 -0600 Subject: [rt-users] People in the Cc: field are not receiving e-mails In-Reply-To: <20140204184416.GA24554@jibsheet.com> References: <20140204184416.GA24554@jibsheet.com> Message-ID: Thanks Kevin! That was very helpful! Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu On Tue, Feb 4, 2014 at 12:44 PM, Kevin Falcone wrote: > On Tue, Feb 04, 2014 at 11:57:18AM -0600, Max McGrath wrote: > > Running RT 4.0.19 on Ubuntu 12.04.4 LTS. > > > > During ticket creation from the Web UI, when someone places an e-mail > address in the CC: > > field, it doesn't appear to send e-mails to those people. Below is > what I could find in > > rt.log. I'm not suer if there is a better log to look at. > > 4.0 and previous didn't ship On Create Notify Ccs. > New installs of 4.2 get these scrips by default, upgrades do not, you > can read about our recommended set of scrips here: > http://bestpractical.com/docs/rt/latest/UPGRADING-4.2.html > search for > New installs will notify Ccs > and you'll find the relevant list item. > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at home.gofferje.net Wed Feb 5 13:09:00 2014 From: lists at home.gofferje.net (Stefan Gofferje) Date: Wed, 05 Feb 2014 20:09:00 +0200 Subject: [rt-users] Editor field suddenly red In-Reply-To: <52F271A0.40505@home.gofferje.net> References: <52F240DD.7040005@home.gofferje.net> <20140205153008.GD24554@jibsheet.com> <52F271A0.40505@home.gofferje.net> Message-ID: <52F27E3C.9020103@home.gofferje.net> On 02/05/2014 07:15 PM, Stefan Gofferje wrote: > On 02/05/2014 05:30 PM, Kevin Falcone wrote: >> The editor text field has been red when writing a Reply >> (Correspondence) since 4.0.0. You don't note your version. >> It's more of a 'yellow' on Comments. The red is meant to indicate >> that you're writing a reply to the customer, not something internal. >> >> You may have had a local modification that was cleared out in the >> restart, it has nothing to do with the timezone. >> >>> message and templates seem to not be used. The templates are still there >>> - I can access them from the menu. >>> I tried changing the timezone back with no success. >> >> I don't understand your Template problem with the description here. > > Ah, sorry, I use 4.2.2 > > The "template problem" is that it seems there's no template being used. > Normally, when I reply to a ticket, the original message should be > quoted. That also happened until that restart. Now when I reply to a > ticket, only what I wrote is stored in the ticket and mailed to the > requestor but no quotes of stuff before anymore. Did a bit more digging. So, templates do work - kinda. When I choose the text correspondence template, I get text emails, but still, the ticket content is not attached as it should be. I didn't change the template. It's still RT-Attach-Message: yes {$Transaction->Content()} By the way, when I choose "comment" instead of "reply", I do get a white editor window, not a yellow one. -Stefan -- (o_ Stefan Gofferje | SCLT, MCP, CCSA //\ Reg'd Linux User #247167 | VCP #2263 V_/_ Heckler & Koch - the original point and click interface -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4079 bytes Desc: S/MIME Cryptographic Signature URL: From methier at CGR.Harvard.edu Wed Feb 5 14:16:08 2014 From: methier at CGR.Harvard.edu (Ethier, Michael) Date: Wed, 5 Feb 2014 19:16:08 +0000 Subject: [rt-users] How to grab requestor's first and last name in email address ? Message-ID: <0B117990D8364D45A6371D22353FD9CC0BAC4E@HARVANDMBX01.fasmail.priv> Hello, I need to obtain the first and last name that would be part of the requestor's email address. For example, requestor email address comes in as: From: "Smith, Joe" > In this example I want parse out the "Joe" and "Smith" keywords and assign them to 2 variables which I will use for comparison later. I am writing a RT Scrip. Is this possible to do ? Thanks, Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From ltomalty at uwaterloo.ca Wed Feb 5 14:32:39 2014 From: ltomalty at uwaterloo.ca (Lisa Tomalty) Date: Wed, 5 Feb 2014 19:32:39 +0000 Subject: [rt-users] star schema of RT DB to be used for Cognos BI Message-ID: <360FA71407D1624082F4F84DBACABD54123604AD@connmbx5> Hi all Does anyone have a star schema of the RT4.2 DB to be used for Cognos Business Intelligence, they would be willing to share with us? Lisa :) _ Lisa Tomalty Manager, Customer Relations and Support Information Systems and Technology University of Waterloo (519)888-4567 x 35873 ltomalty at uwaterloo.ca . -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at iweb.com Wed Feb 5 14:49:44 2014 From: lstewart at iweb.com (Landon Stewart) Date: Wed, 5 Feb 2014 11:49:44 -0800 Subject: [rt-users] How to grab requestor's first and last name in email address ? In-Reply-To: <0B117990D8364D45A6371D22353FD9CC0BAC4E@HARVANDMBX01.fasmail.priv> References: <0B117990D8364D45A6371D22353FD9CC0BAC4E@HARVANDMBX01.fasmail.priv> Message-ID: On 5 February 2014 11:16, Ethier, Michael wrote: > Hello, > > > > I need to obtain the first and last name that would be part of the > requestor's email address. > > For example, requestor email address comes in as: > > > > From: "Smith, Joe" > > > > In this example I want parse out the "Joe" and "Smith" keywords and assign > them to 2 variables > > which I will use for comparison later. > > > > I am writing a RT Scrip. Is this possible to do ? > The "name" of the requestor is stored within the UsersObj in the Requestors group object for the $Ticket. You want the first UsersObj. There's no way to know if it's the name is written "Last, First" or "First Last" so you'll have to figure that out somehow. Usually a comma in a name field means "Last, First" though so the following is a decent bet. I haven't tested this code but this ought to get you close anyway. my $realname = $self->TicketObj->Requestors->UsersObj->First->RealName; # Switch things around if there's a comma in the field. $realname =~ s/(.*),\s*(.*)/$2 $1/ if $realname =~ /,/; If they have "First Last, Company" it'll come out as "ACME Inc., Jim Smith" though which might not be terrible. Worse would be "Last, First - Position" coming out as "Jim - Manager Smith" which might sound a little too familiar for business. In my opinion you'd want to just leave it as-is so if it's Last, First and they get an email addressed to them with "Dear Smith, Jim:" they'll know it's because they have it that way in their mail client. -- Landon Stewart :: lstewart at iweb.com Lead Specialist, Abuse and Security Management Sp?cialiste principal, gestion des abus et s?curit? http://iweb.com :: +1 (888) 909-4932 -------------- next part -------------- An HTML attachment was scrubbed... URL: From hescobar at afslc.com Wed Feb 5 15:27:49 2014 From: hescobar at afslc.com (Hugo Escobar) Date: Wed, 5 Feb 2014 15:27:49 -0500 Subject: [rt-users] custom callback for ticket update not working after update 4.0.2 -> 4.2.2 In-Reply-To: References: <20140205152314.GB24554@jibsheet.com> Message-ID: On Wed, Feb 5, 2014 at 12:32 PM, Hugo Escobar wrote: > > On Wed, Feb 5, 2014 at 10:23 AM, Kevin Falcone wrote: > >> On Tue, Feb 04, 2014 at 04:02:05PM -0500, Hugo Escobar wrote: >> > $m->callback( Ticket => $TicketObj, ARGSRef => \%ARGS, >> checks_failure => \$checks_failure, >> > results => \@results, CallbackName => 'Initial' ); >> > >> > which exists at the beginning of the <%INIT> section >> > My implementation of this callback creates a MIME::Entity and adds >> the file to it, then it >> > 'writes' the whole message to $session{'Attachments'} >> > >> > I've been trying to do the right changes for this to work under >> 4.2.2 but no luck so far >> >> You've not shown your code, so I'm guessing, but if you look at how >> 4.2 stores attachments in the session, it uses a token to finally fix >> the bug of creating two tickets simultaneously and accidentally >> attaching the wrong attachments to the wrong ticket. >> >> $session{Attachments}{$ARGS{Token}} >> >> Relevant code is in ProcessAttachments and you can also see it used in >> CreateTicket. >> > > This is what I do: > > my $Message = MIME::Entity->build( > Type => 'multipart/mixed', > "Message-Id" => RT::Interface::Email::GenMessageId, > ); > > my ( $filehandle, @ar_content, $buffer ); > open( $filehandle, "<", \$content ); > while ( my $bytesread = read( $filehandle, $buffer, 4096 ) ) { > push @ar_content, $buffer; > } > close $filehandle; > > $Message->attach( > Filename => $doc_path, > Type => 'application/pdf', > Data => \@ar_content, > ); > > # Attachment parts really shouldn't get a Message-ID > $Message->head->delete('Message-ID'); > $Message->make_singlepart; > RT::I18N::SetMIMEEntityToUTF8($Message); # convert text parts > into utf-8 > > $session{'Attachments'} = { > %{$session{'Attachments'} || {}}, > $key . '.pdf' => $Message > }; > > (...) > > I changed the blue lines by the following: > > session{'Attachments'}{Digest::MD5::md5_hex(rand(1024))}{$key . '.pdf'} = > $Message; > > The reason I create a token here is that at this point > ('/Ticket/Display.html') there seems to be no 'Attachment' in $session > > The problem persists, post added without attachment > > Solved. Adding the following lines solves the problem: $ARGSRef->{'Token'} = Digest::MD5::md5_hex(rand(1024)); $session{'Attachments'}{$ARGSRef->{'Token'}}{$key . '.pdf'} = $Message; $ARGSRef->{'UpdateType'} = 'response'; $ARGSRef->{'UpdateAttach'} = '1'; $ARGSRef->{UpdateContent} = 'any text'; Thank you for your help, it pointed me in the right direction -- Hugo Escobar [image: AFS_logo.png] Follow us on Facebook and Linked-In [image: facebook-24x24.png] [image: linkedin-24x24.png] -------------- next part -------------- An HTML attachment was scrubbed... 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Name: facebook-24x24.png Type: image/png Size: 814 bytes Desc: not available URL: From tim at marchex.com Wed Feb 5 17:28:33 2014 From: tim at marchex.com (Tim Wiley) Date: Wed, 05 Feb 2014 14:28:33 -0800 Subject: [rt-users] Mandatory Custom Fields and Group Rights In-Reply-To: <20140205153235.GE24554@jibsheet.com> References: <52F0BBCF.8060607@zeninternet.co.uk> <52F11693.4020503@marchex.com> <20140205153235.GE24554@jibsheet.com> Message-ID: <52F2BB11.9020503@marchex.com> On 02/05/2014 07:32 AM, Kevin Falcone wrote: > On Tue, Feb 04, 2014 at 08:34:27AM -0800, Tim Wiley wrote: >>> Is this expected behaviour? How might I work around this? >> >> It is not expected behavior. I reported this a few months ago. >> Thomas said that it's already fixed in the 4.2 branch & there's a >> ticket to have it fixed in the 4.0 branch. Hit the login as guest >> button on the URL below. >> >> http://issues.bestpractical.com/Ticket/Display.html?id=25068 >> >> Your best bet may be to upgrade to the 4.2 branch. > > To clarify, it's not a branch of 4.2, the current releases of 4.2.2 > contain these fixes. Unfortunately, backporting them is non-trivial > so I'm not sure if that will happen for 4.0. > > -kevin > Ah yes, I meant s/branch/release/g. Thanks for the clarification, Kevin. From jlgr at super.unam.mx Wed Feb 5 19:50:29 2014 From: jlgr at super.unam.mx (=?iso-8859-1?Q?Jos=E9_Luis_Gordillo_Ruiz?=) Date: Wed, 5 Feb 2014 18:50:29 -0600 Subject: [rt-users] segmentation fault Message-ID: <47EA4ED9-BD8C-4CB3-9D14-86EDB7FE4478@super.unam.mx> Hi, My RT 4.2 instance is not working properly. Sometimes it gets errors in creating tickets or sending mails. Logs show segmentation faults of httpd. On of the cores I could get shows that the segmentation happens in malloc This RT is running in a virtual machine. At the beginning, it had 512 MB of RAM and was very slow when several sessions were open. Then we increased the RAM to 1 GB. The speed is now good but this strange behavior started. Any ideas? -------- #0 0x00007fc929e9e245 in malloc_consolidate () from /lib64/libc.so.6 Missing separate debuginfos, use: debuginfo-install httpd-2.2.15-29.el6.centos.x86_64 (gdb) where #0 0x00007fc929e9e245 in malloc_consolidate () from /lib64/libc.so.6 #1 0x00007fc929ea13c5 in _int_malloc () from /lib64/libc.so.6 #2 0x00007fc929ea2951 in malloc () from /lib64/libc.so.6 #3 0x00007fc92109ab46 in Perl_safesysmalloc () from /usr/lib64/perl5/CORE/libperl.so #4 0x00007fc9210bab41 in Perl_get_arena () from /usr/lib64/perl5/CORE/libperl.so #5 0x00007fc9210babaa in ?? () from /usr/lib64/perl5/CORE/libperl.so #6 0x00007fc9210c4bfb in Perl_sv_upgrade () from /usr/lib64/perl5/CORE/libperl.so #7 0x00007fc9210c367f in Perl_sv_setsv_flags () from /usr/lib64/perl5/CORE/libperl.so #8 0x00007fc9210ba03c in Perl_pp_sassign () from /usr/lib64/perl5/CORE/libperl.so #9 0x00007fc9210b0af6 in Perl_runops_standard () from /usr/lib64/perl5/CORE/libperl.so #10 0x00007fc921058268 in Perl_call_sv () from /usr/lib64/perl5/CORE/libperl.so #11 0x00007fc92109a3d6 in ?? () from /usr/lib64/perl5/CORE/libperl.so #12 0x00007fc92109cd12 in ?? () from /usr/lib64/perl5/CORE/libperl.so #13 0x00007fc92109fe65 in Perl_vdie () from /usr/lib64/perl5/CORE/libperl.so #14 0x00007fc92109ff88 in Perl_die () from /usr/lib64/perl5/CORE/libperl.so #15 0x00007fc9210e0a02 in Perl_pp_rv2gv () from /usr/lib64/perl5/CORE/libperl.so #16 0x00007fc9210b0af6 in Perl_runops_standard () from /usr/lib64/perl5/CORE/libperl.so #17 0x00007fc9210585df in Perl_call_sv () from /usr/lib64/perl5/CORE/libperl.so #18 0x00007fc92138f0be in modperl_callback () from /etc/httpd/modules/mod_perl.so #19 0x00007fc92138f80b in modperl_callback_run_handlers () from /etc/httpd/modules/mod_perl.so #20 0x00007fc92138fe0f in modperl_callback_per_dir () from /etc/httpd/modules/mod_perl.so #21 0x00007fc92138975f in ?? () from /etc/httpd/modules/mod_perl.so #22 0x00007fc921389ac6 in modperl_response_handler () from /etc/httpd/modules/mod_perl.so #23 0x00007fc92b917bb0 in ap_run_handler () #24 0x00007fc92b91b46e in ap_invoke_handler () #25 0x00007fc92b926b30 in ap_process_request () #26 0x00007fc92b9239a8 in ?? () #27 0x00007fc92b91f6b8 in ap_run_process_connection () #28 0x00007fc92b92b977 in ?? () #29 0x00007fc92b92bc8a in ?? () #30 0x00007fc92b92bfbb in ap_mpm_run () #31 0x00007fc92b903900 in main () saludos, Jos? Luis Gordillo Ruiz Coordinaci?n de Superc?mputo UNAM -------------- next part -------------- An HTML attachment was scrubbed... URL: From f at zz.de Thu Feb 6 05:40:53 2014 From: f at zz.de (Florian Lohoff) Date: Thu, 6 Feb 2014 11:40:53 +0100 Subject: [rt-users] REST Api - find reopen date Message-ID: <20140206104052.GA27156@pax.zz.de> Hi, i am polling ticket queues for aged tickets and do some autoclosing. Currently i close after 4 Weeks by looking at the Created date. Now i have tickets which get reopened and more or less closed immediatly because of the created date beeing old. So i'd like to find out whether the ticket was reopened and when. I currently fail how to find. Example REST output for a reopened ticket. Creates is the original dtae. It was resolved and reopened. id: ticket/14657 Queue: Monitor Owner: monitoradmin Creator: monitoradmin Subject: DEU.VITROC.10000C70V0 VDSL2-KVZ Status: open Priority: 0 InitialPriority: 0 FinalPriority: 0 Requestors: devnull at zz.de Cc: AdminCc: Created: Thu Jan 09 10:09:55 2014 Starts: Not set Started: Thu Feb 06 10:11:44 2014 Due: Not set Resolved: Thu Feb 06 10:17:25 2014 Told: Not set LastUpdated: Thu Feb 06 10:17:27 2014 TimeEstimated: 0 TimeWorked: 0 TimeLeft: 0 Flo -- Florian Lohoff f at zz.de -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 828 bytes Desc: Digital signature URL: From drasar at ics.muni.cz Thu Feb 6 07:07:26 2014 From: drasar at ics.muni.cz (Martin Drasar) Date: Thu, 06 Feb 2014 13:07:26 +0100 Subject: [rt-users] Forwarding an e-mail with an HTML alternative Message-ID: <52F37AFE.9090607@ics.muni.cz> Hi, in our RT installation (4.0.6) we have a tool that sends e-mails to the RT with Content-Type: multipart/alternative that I want to forward from RT to all recipients. On the receiving end we have a scrip that OnCorrespond notifies requestors, etc... I can make it send the text/plain part easily, but I have troubles with the text/html part. I have checked the templates.pod documentation where it states that if I set the Content-Type inside the template to text/html, it will autogenerate the multipart message and create the text/plain part by itself. Which it does... but suboptimally at best. Is there a way to just forward my handcrafted multipart message without much RT's interference? Thank you. Martin From methier at CGR.Harvard.edu Thu Feb 6 08:02:22 2014 From: methier at CGR.Harvard.edu (Ethier, Michael) Date: Thu, 6 Feb 2014 13:02:22 +0000 Subject: [rt-users] How to grab requestor's first and last name in email address ? In-Reply-To: References: <0B117990D8364D45A6371D22353FD9CC0BAC4E@HARVANDMBX01.fasmail.priv> Message-ID: <0B117990D8364D45A6371D22353FD9CC0BBE5C@HARVANDMBX01.fasmail.priv> Hi, I tried your suggestion and it doesn't work, RT complains: [3270] [Thu Feb 6 12:50:36 2014] [error]: Scrip 25 IsApplicable failed: Can't locate object method "First" via package "No object mapping for field" (perhaps you forgot to load "No object mapping for field"?) at (eval 792) line 20. When I try this code, it runs but it's not outputting what I need: my $trueuser = $TicketObj->Requestors->UserMembersObj->First->RealName; $RT::Logger->debug("trueuser is: ".$trueuser); Resulting output looks to be whatever is before the "@" in the email address, not the RealName: [3263] [Thu Feb 6 12:55:07 2014] [debug]: trueuser is: ethier ((eval 625):28) Any other ideas ? Thanks, Mike From: Landon Stewart [mailto:lstewart at iweb.com] Sent: Wednesday, February 05, 2014 2:50 PM To: Ethier, Michael Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] How to grab requestor's first and last name in email address ? On 5 February 2014 11:16, Ethier, Michael > wrote: Hello, I need to obtain the first and last name that would be part of the requestor's email address. For example, requestor email address comes in as: From: "Smith, Joe" > In this example I want parse out the "Joe" and "Smith" keywords and assign them to 2 variables which I will use for comparison later. I am writing a RT Scrip. Is this possible to do ? The "name" of the requestor is stored within the UsersObj in the Requestors group object for the $Ticket. You want the first UsersObj. There's no way to know if it's the name is written "Last, First" or "First Last" so you'll have to figure that out somehow. Usually a comma in a name field means "Last, First" though so the following is a decent bet. I haven't tested this code but this ought to get you close anyway. my $realname = $self->TicketObj->Requestors->UsersObj->First->RealName; # Switch things around if there's a comma in the field. $realname =~ s/(.*),\s*(.*)/$2 $1/ if $realname =~ /,/; If they have "First Last, Company" it'll come out as "ACME Inc., Jim Smith" though which might not be terrible. Worse would be "Last, First - Position" coming out as "Jim - Manager Smith" which might sound a little too familiar for business. In my opinion you'd want to just leave it as-is so if it's Last, First and they get an email addressed to them with "Dear Smith, Jim:" they'll know it's because they have it that way in their mail client. -- Landon Stewart :: lstewart at iweb.com Lead Specialist, Abuse and Security Management Sp?cialiste principal, gestion des abus et s?curit? http://iweb.com :: +1 (888) 909-4932 -------------- next part -------------- An HTML attachment was scrubbed... URL: From vegard.vesterheim at uninett.no Thu Feb 6 08:14:26 2014 From: vegard.vesterheim at uninett.no (Vegard Vesterheim) Date: Thu, 06 Feb 2014 14:14:26 +0100 Subject: [rt-users] Having 'On Correspond Notify Owner' as default Message-ID: <1sa9e4s7rh.fsf@voll.uninett.no> I added a scrip 'On Correspond Notify Owner', that notifies the owner of a ticket when he/she is *not* among the AdminCCs. The change was simple enough to add. The default behaviour seems counter-intuitive. Are there any good reasons for not doing this be default? - Vegard V - From falcone at bestpractical.com Thu Feb 6 09:42:02 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 6 Feb 2014 09:42:02 -0500 Subject: [rt-users] Having 'On Correspond Notify Owner' as default In-Reply-To: <1sa9e4s7rh.fsf@voll.uninett.no> References: <1sa9e4s7rh.fsf@voll.uninett.no> Message-ID: <20140206144202.GL24554@jibsheet.com> On Thu, Feb 06, 2014 at 02:14:26PM +0100, Vegard Vesterheim wrote: > I added a scrip 'On Correspond Notify Owner', that notifies the owner of > a ticket when he/she is *not* among the AdminCCs. The change was simple > enough to add. > > The default behaviour seems counter-intuitive. Are there any good > reasons for not doing this be default? The default behavior in RT 4.2 is 'On Correspond Notify Owner and AdminCcs' which will do the deduping if you're an owner and an admincc -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From lists at home.gofferje.net Thu Feb 6 09:42:21 2014 From: lists at home.gofferje.net (Stefan Gofferje) Date: Thu, 06 Feb 2014 16:42:21 +0200 Subject: [rt-users] RT doesn't quote previous conversation in reply (was: Re: Editor field suddenly red) In-Reply-To: <52F27E3C.9020103@home.gofferje.net> References: <52F240DD.7040005@home.gofferje.net> <20140205153008.GD24554@jibsheet.com> <52F271A0.40505@home.gofferje.net> <52F27E3C.9020103@home.gofferje.net> Message-ID: <52F39F4D.9060907@home.gofferje.net> Does nobody have an idea what might be the problem? I'm really worried that I somehow inadvertently messed up my installation and I need to get to the bottom of this, because I need to decide if I give up on RT and go to handling emails manually or with another system. I have a nonprofit nature conservation website project which I worked on for over 5 months to get it ready and I can't go hot without a way to handle emails. -Stefan -- (o_ Stefan Gofferje | SCLT, MCP, CCSA //\ Reg'd Linux User #247167 | VCP #2263 V_/_ Heckler & Koch - the original point and click interface On 02/05/2014 08:09 PM, Stefan Gofferje wrote: > On 02/05/2014 07:15 PM, Stefan Gofferje wrote: >> On 02/05/2014 05:30 PM, Kevin Falcone wrote: >>> The editor text field has been red when writing a Reply >>> (Correspondence) since 4.0.0. You don't note your version. >>> It's more of a 'yellow' on Comments. The red is meant to indicate >>> that you're writing a reply to the customer, not something internal. >>> >>> You may have had a local modification that was cleared out in the >>> restart, it has nothing to do with the timezone. >>> >>>> message and templates seem to not be used. The templates are still there >>>> - I can access them from the menu. >>>> I tried changing the timezone back with no success. >>> >>> I don't understand your Template problem with the description here. >> >> Ah, sorry, I use 4.2.2 >> >> The "template problem" is that it seems there's no template being used. >> Normally, when I reply to a ticket, the original message should be >> quoted. That also happened until that restart. Now when I reply to a >> ticket, only what I wrote is stored in the ticket and mailed to the >> requestor but no quotes of stuff before anymore. > > Did a bit more digging. So, templates do work - kinda. When I choose the > text correspondence template, I get text emails, but still, the ticket > content is not attached as it should be. > I didn't change the template. It's still > > RT-Attach-Message: yes > > {$Transaction->Content()} > > > By the way, when I choose "comment" instead of "reply", I do get a white > editor window, not a yellow one. > > -Stefan > -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4079 bytes Desc: S/MIME Cryptographic Signature URL: From jborissr at gmail.com Thu Feb 6 10:49:32 2014 From: jborissr at gmail.com (john boris) Date: Thu, 6 Feb 2014 10:49:32 -0500 Subject: [rt-users] Trouble installing RT4.2.2 on Ubuntu 12.10 Message-ID: I am trying to install Rt on my Ubuntu 12.10 install. I am having issues getting all the perl modules installed. When I run testdeps I get: sudo make testdeps MAILGATE missing dependencies: Net::SSL ...MISSING Crypt::SSLeay ...MISSING So I then try sudo make fixdeps and get errors that it can't compile them. So I tried to install them directly using CPAN but get the same errors. Any pointers on this? TIA -- John J. Boris, Sr. Online Services www.onlinesvc.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Feb 6 11:20:30 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 6 Feb 2014 11:20:30 -0500 Subject: [rt-users] REST Api - find reopen date In-Reply-To: <20140206104052.GA27156@pax.zz.de> References: <20140206104052.GA27156@pax.zz.de> Message-ID: <20140206162030.GN24554@jibsheet.com> On Thu, Feb 06, 2014 at 11:40:53AM +0100, Florian Lohoff wrote: > So i'd like to find out whether the ticket was reopened and when. I > currently fail how to find. > > Example REST output for a reopened ticket. Creates is the > original dtae. It was resolved and reopened. There is nothing on the ticket level that tracks a re-open, you have to scan the history with ticket/id/history or set up Scrips to save data in a custom field on the ticket that tracks the reopen so you can avoid walking the history. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Feb 6 11:21:43 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 6 Feb 2014 11:21:43 -0500 Subject: [rt-users] Forwarding an e-mail with an HTML alternative In-Reply-To: <52F37AFE.9090607@ics.muni.cz> References: <52F37AFE.9090607@ics.muni.cz> Message-ID: <20140206162143.GO24554@jibsheet.com> On Thu, Feb 06, 2014 at 01:07:26PM +0100, Martin Drasar wrote: > in our RT installation (4.0.6) we have a tool that sends e-mails to the > RT with Content-Type: multipart/alternative that I want to forward from > RT to all recipients. On the receiving end we have a scrip that > OnCorrespond notifies requestors, etc... I can make it send the > text/plain part easily, but I have troubles with the text/html part. I > have checked the templates.pod documentation where it states that if I > set the Content-Type inside the template to text/html, it will > autogenerate the multipart message and create the text/plain part by > itself. Which it does... but suboptimally at best. Is there a way to > just forward my handcrafted multipart message without much RT's > interference? 4.2 does a much better job passing along multipart mails. You cannot easily force RT to send a custom alternative email, especially not in 4.0. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From jborissr at gmail.com Thu Feb 6 11:24:49 2014 From: jborissr at gmail.com (john boris) Date: Thu, 6 Feb 2014 11:24:49 -0500 Subject: [rt-users] Trouble installing RT4.2.2 on Ubuntu 12.10 In-Reply-To: References: Message-ID: Problem resolved. I found this on Stackexchange: http://stackoverflow.com/questions/12750662/install-perl-module-netssleay-through-cpan But this resolved the dependancy sudo apt-get install libcrypt-ssleay-perl On Thu, Feb 6, 2014 at 10:49 AM, john boris wrote: > I am trying to install Rt on my Ubuntu 12.10 install. I am having issues > getting all the perl modules installed. > > When I run testdeps I get: > > sudo make testdeps > > MAILGATE missing dependencies: > Net::SSL ...MISSING > Crypt::SSLeay ...MISSING > So I then try > sudo make fixdeps and get > > errors that it can't compile them. So I tried to install them directly > using CPAN but get the same errors. > > Any pointers on this? > > TIA > -- > John J. Boris, Sr. > Online Services > www.onlinesvc.com > -- John J. Boris, Sr. Online Services www.onlinesvc.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Feb 6 11:27:11 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 6 Feb 2014 11:27:11 -0500 Subject: [rt-users] How to grab requestor's first and last name in email address ? In-Reply-To: <0B117990D8364D45A6371D22353FD9CC0BBE5C@HARVANDMBX01.fasmail.priv> References: <0B117990D8364D45A6371D22353FD9CC0BAC4E@HARVANDMBX01.fasmail.priv> <0B117990D8364D45A6371D22353FD9CC0BBE5C@HARVANDMBX01.fasmail.priv> Message-ID: <20140206162711.GP24554@jibsheet.com> On Thu, Feb 06, 2014 at 01:02:22PM +0000, Ethier, Michael wrote: > When I try this code, it runs but it's not outputting what I need: > my $trueuser = $TicketObj->Requestors->UserMembersObj->First->RealName; > $RT::Logger->debug("trueuser is: ".$trueuser); > > Resulting output looks to be whatever is before the "@" in the email address, not the > RealName: > > [3263] [Thu Feb 6 12:55:07 2014] [debug]: trueuser is: ethier ((eval 625):28) RealName is set to the Email Address' 'phrase' which is the "Smith, Joe" you mention. I suspect your test email isn't sending what you expect. Or, the user already exists in your system with that bogus RealName (you can confirm this by searching for the user in the admin UI and reading the History tab). You may want to try $self->TransactionObj->ContentObj->GetHeader('From') and parse it manually if you can't trust your Users table (which is what Requestors is searching). -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Feb 6 11:28:35 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 6 Feb 2014 11:28:35 -0500 Subject: [rt-users] RT doesn't quote previous conversation in reply (was: Re: Editor field suddenly red) In-Reply-To: <52F39F4D.9060907@home.gofferje.net> References: <52F240DD.7040005@home.gofferje.net> <20140205153008.GD24554@jibsheet.com> <52F271A0.40505@home.gofferje.net> <52F27E3C.9020103@home.gofferje.net> <52F39F4D.9060907@home.gofferje.net> Message-ID: <20140206162835.GQ24554@jibsheet.com> On Thu, Feb 06, 2014 at 04:42:21PM +0200, Stefan Gofferje wrote: > Does nobody have an idea what might be the problem? I'm really worried So far you've described a color issue, which is not a problem, and a Template problem which I still don't understand. > >> The "template problem" is that it seems there's no template being used. > >> Normally, when I reply to a ticket, the original message should be > >> quoted. That also happened until that restart. Now when I reply to a > >> ticket, only what I wrote is stored in the ticket and mailed to the > >> requestor but no quotes of stuff before anymore. > > > > Did a bit more digging. So, templates do work - kinda. When I choose the > > text correspondence template, I get text emails, but still, the ticket > > content is not attached as it should be. > > I didn't change the template. It's still > > > > RT-Attach-Message: yes > > > > {$Transaction->Content()} The original message is *only* quoted if you click on Reply in the transaction history, not Reply from the top of the page. So far none of this sounds like an RT bug, it sounds like user error. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From ashley.ward at surevine.com Thu Feb 6 11:35:32 2014 From: ashley.ward at surevine.com (Ashley Ward) Date: Thu, 6 Feb 2014 16:35:32 +0000 Subject: [rt-users] Linking tickets to other people's tickets Message-ID: <904D83E3-BF77-4974-AB89-F33829F53797@surevine.com> Hi All, I?ve been doing some experimenting with RT 4.0.19 (we can?t use 4.2 as we?re using RTIR) and it would seem that you can?t link (any of the types of link) a ticket to another ticket unless you also own the other ticket, which seems strange (i.e. you can?t link your ticket to someone else?s). It seems that you either need the modifyticket permission to be able to modify anyone?s ticket, or you need to steal the other ticket first. Is there a way of allowing this without having to give blanket modifyticket permissions to everyone? Thanks Ash -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4154 bytes Desc: not available URL: From falcone at bestpractical.com Thu Feb 6 11:56:51 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 6 Feb 2014 11:56:51 -0500 Subject: [rt-users] Linking tickets to other people's tickets In-Reply-To: <904D83E3-BF77-4974-AB89-F33829F53797@surevine.com> References: <904D83E3-BF77-4974-AB89-F33829F53797@surevine.com> Message-ID: <20140206165651.GR24554@jibsheet.com> On Thu, Feb 06, 2014 at 04:35:32PM +0000, Ashley Ward wrote: > I?ve been doing some experimenting with RT 4.0.19 (we can?t use > 4.2 as we?re using RTIR) and it would seem that you can?t link > (any of the types of link) a ticket to another ticket unless you also > own the other ticket, which seems strange (i.e. you can?t link your > ticket to someone else?s). > > It seems that you either need the modifyticket permission to be able > to modify anyone?s ticket, or you need to steal the other ticket > first. Is there a way of allowing this without having to give blanket > modifyticket permissions to everyone? http://bestpractical.com/docs/rt/4.0/RT_Config.html#StrictLinkACL -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From f at zz.de Thu Feb 6 12:00:45 2014 From: f at zz.de (Florian Lohoff) Date: Thu, 6 Feb 2014 18:00:45 +0100 Subject: [rt-users] REST Api - find reopen date In-Reply-To: <20140206162030.GN24554@jibsheet.com> References: <20140206104052.GA27156@pax.zz.de> <20140206162030.GN24554@jibsheet.com> Message-ID: <20140206170045.GA2077@pax.zz.de> On Thu, Feb 06, 2014 at 11:20:30AM -0500, Kevin Falcone wrote: > There is nothing on the ticket level that tracks a re-open, you have > to scan the history with ticket/id/history or set up Scrips to save > data in a custom field on the ticket that tracks the reopen so you can > avoid walking the history. I am walking the history now - not that many tickets and not that frequent. I would have expected a Date on Ticket level with the last Status change. Flo -- Florian Lohoff f at zz.de -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 828 bytes Desc: Digital signature URL: From ashley.ward at surevine.com Thu Feb 6 12:11:57 2014 From: ashley.ward at surevine.com (Ashley Ward) Date: Thu, 6 Feb 2014 17:11:57 +0000 Subject: [rt-users] Linking tickets to other people's tickets In-Reply-To: <20140206165651.GR24554@jibsheet.com> References: <904D83E3-BF77-4974-AB89-F33829F53797@surevine.com> <20140206165651.GR24554@jibsheet.com> Message-ID: <954D76D6-83F5-4A7A-B124-88D874F04D1B@surevine.com> On 6 Feb 2014, at 16:56, Kevin Falcone wrote: > http://bestpractical.com/docs/rt/4.0/RT_Config.html#StrictLinkACL Excellent! That?s sorted it. Thanks :) ? Ash -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4154 bytes Desc: not available URL: From falcone at bestpractical.com Thu Feb 6 12:15:23 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 6 Feb 2014 12:15:23 -0500 Subject: [rt-users] REST Api - find reopen date In-Reply-To: <20140206170045.GA2077@pax.zz.de> References: <20140206104052.GA27156@pax.zz.de> <20140206162030.GN24554@jibsheet.com> <20140206170045.GA2077@pax.zz.de> Message-ID: <20140206171523.GS24554@jibsheet.com> On Thu, Feb 06, 2014 at 06:00:45PM +0100, Florian Lohoff wrote: > On Thu, Feb 06, 2014 at 11:20:30AM -0500, Kevin Falcone wrote: > > There is nothing on the ticket level that tracks a re-open, you have > > to scan the history with ticket/id/history or set up Scrips to save > > data in a custom field on the ticket that tracks the reopen so you can > > avoid walking the history. > > I am walking the history now - not that many tickets and not that > frequent. I would have expected a Date on Ticket level with the last > Status change. Tracking Status change at the ticket level isn't really helpful, because you really want to know what it changed *from* which means you still have to go back into Transactions. If you want to track it at the ticket level, that's what Custom Fields and a simple On Status Change Scrip with a custom Action is for. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From jborissr at gmail.com Thu Feb 6 12:23:00 2014 From: jborissr at gmail.com (john boris) Date: Thu, 6 Feb 2014 12:23:00 -0500 Subject: [rt-users] Looking for info on apache2 configuration rt-4.2.2 Message-ID: I am at the next step of installing rt-4.2.2 on Ubuntu 12.10. (I had a working 3.6 RT install on a Fedora Server which is on life support at the moment and have to make this move) The install went fine except for some issues with PERL modules I resolved but now I am at the web configuration spot. I am new to the configuration of the apache2 server with its multiple file configuration. Although it explains a lot in the web-deployment.pod it lacks telling you which configuration file to use. I am looking for a HOW-TO for this or someone who has done this that can tell me which file the directives go. This server will only host an RT instance and nothing else.The web server is working but only for the "It Works!" page. TIA. -- John J. Boris, Sr. Online Services www.onlinesvc.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From guadagnino.cristiano at creval.it Thu Feb 6 12:32:12 2014 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Thu, 6 Feb 2014 17:32:12 +0000 Subject: [rt-users] REST call to retrieve list of groups In-Reply-To: <1391535992.27447.10.camel@umgah.localdomain> References: <52F0CD90.2090009@creval.it> <1391535992.27447.10.camel@umgah.localdomain> Message-ID: <52F3C759.4010506@creval.it> Hi Alex -----Messaggio originale----- Da: Alex Vandiver Inviato: Tue Feb 04 2014 18:46:32 GMT+0100 (CET) A: rt-users at lists.bestpractical.com Oggetto: Re: [rt-users] REST call to retrieve list of groups > RT 4.2.2 adds a search endpoint for users and groups: > > rt ls -t groups > id: group/1238 > Name: RT hackers > Description: RT hackers > Disabled: 0 > > -- > > id: group/14255 > Name: BPS Staff > Description: > Disabled: 0 > > [...] > > The endpoint is /REST/1.0/search/groups > > - Alex > Alex, maybe I misunderstood you message. I have just completed the upgrade to 4.2.2 (from 4.2.1), so I tried pasting this url in the browser: http://amended/REST/1.0/search/groups and this is the reply I got: no value sent for required parameter 'query' Stack: [/opt/rt4/share/html/REST/1.0/autohandler:54] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] [/opt/rt4/share/html/autohandler:53] What am I missing? T.I.A. Bye Cris From lists at home.gofferje.net Thu Feb 6 12:53:24 2014 From: lists at home.gofferje.net (Stefan Gofferje) Date: Thu, 06 Feb 2014 19:53:24 +0200 Subject: [rt-users] RT doesn't quote previous conversation in reply In-Reply-To: <20140206162835.GQ24554@jibsheet.com> References: <52F240DD.7040005@home.gofferje.net> <20140205153008.GD24554@jibsheet.com> <52F271A0.40505@home.gofferje.net> <52F27E3C.9020103@home.gofferje.net> <52F39F4D.9060907@home.gofferje.net> <20140206162835.GQ24554@jibsheet.com> Message-ID: <52F3CC14.700@home.gofferje.net> Hi, On 02/06/2014 06:28 PM, Kevin Falcone wrote: > So far you've described a color issue, which is not a problem, and a > Template problem which I still don't understand. Well, the color itself wasn't the issue. It was just that I *suddenly* had a red editor field which looked like some error notification to me. The last time I worked with RT was about 7 years ago... > The original message is *only* quoted if you click on Reply in the > transaction history, not Reply from the top of the page. THAT works, thanks! Is that always like this under any circumstances or is there a possibility that I inadvertently changed some other setting when I changed the timezone in the config file? > So far none of this sounds like an RT bug, it sounds like user error. Nononono!!! I didn't mean to imply it's an RT bug! As I wrote, I just wanted to change the timezone and suddenly things were behaving differently, so I was really worried that I blew up something. Ticket system down would have been a disaster for my project now because we want to go hot at the weekend. And wolves - and their protection - is a VERY controversial topic here in Finland, means, we're expecting a flood of emails. Thanks for the pointers! -S -- (o_ Stefan Gofferje | SCLT, MCP, CCSA //\ Reg'd Linux User #247167 | VCP #2263 V_/_ Heckler & Koch - the original point and click interface -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4079 bytes Desc: S/MIME Cryptographic Signature URL: From diego.andrade at stitelecom.com.br Thu Feb 6 12:46:29 2014 From: diego.andrade at stitelecom.com.br (Diego Andrade) Date: Thu, 6 Feb 2014 17:46:29 +0000 Subject: [rt-users] Help with Active Directory Auth on 4.2.2 Message-ID: <5FE68EDD9BC8BC499E20B0597906DAB60921C0B5@GRXPRD8010MB543.lamprd80.prod.outlook.com> Hi, I need some help from you whom have already Request Tracker with Active Directory! After struggle for some days trying to authenticate Active Directory users with the External Auth module I bring you my Apache Log and configuration of the Plugin. May someone help me with advices??? I would love to see my Request Tracker linked to the Active Directory of the company. My Operational Systems are: Request Tracker 4.2.2 - Ubuntu 13.10 Active Directory - Windows 2008 Server Well after trying to figure out how the Plugin Works I wanted to make sure my Active Directory was acessible and the Bind account was working. So I check with the command: ldapsearch -x -h pdcsti.stitelecom.local -p 389 -D "cn=rt-ldap,cn=Users,dc=stitelecom,dc=local" -w secret -s sub -b 'cn=Users,dc=stitelecom,dc=local' "(&(objectClass=*))" When I do it the output is a loto f Users, Groups and other objects from the AD. So I suppose the AD is ready right?? Follow the RT part... +++++In the /var/log/apache2/error.log++++++ [4638] [Thu Feb 6 14:41:01 2014] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: , EmailAddress: rtop at stitelecom.com.br, ExternalAuthId: rtop, Gecos: rtop, Name: rtop, Privileged: , RealName: (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:685) [4638] [Thu Feb 6 14:41:01 2014] [info]: Autocreated external user rtop ( 118 ) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:281) [4638] [Thu Feb 6 14:41:01 2014] [info]: My_LDAP AUTH FAILED rtop (can't bind: LDAP_INVALID_CREDENTIALS 49 ) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:227) [4638] [Thu Feb 6 14:41:01 2014] [error]: FAILED LOGIN for rtop from 10.10.1.137 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:814) ++++++ In the RT_Siteconfig.pm: +++++++ Plugin( "RT::Authen::ExternalAuth" ); Set($ExternalAuthPriority, [ 'My_LDAP' ] ); Set($ExternalInfoPriority, [ 'My_LDAP' ] ); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'pdcsti.stitelecom.local', 'user' => 'cn=rt-ldap,cn=Users,dc=stitelecom,dc=local', 'pass' => 'secret', 'base' => 'dc=stitelecom,dc=local', 'filter' => '(objectclass=*)', 'group' => 'cn=RTUsers,ou=RT4,ou=STI,dc=stitelecom,dc=local', 'group_attr' => 'uniqueMember', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'Name', 'EmailAddress', ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'ExternalAuthId' => 'sAMAccountName', }, }, } ); 1; THANK YOU IN ADVANCE! [Diego2013] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.jpg Type: image/jpeg Size: 10164 bytes Desc: image002.jpg URL: From bbaker at copesan.com Thu Feb 6 13:14:08 2014 From: bbaker at copesan.com (Bryon Baker) Date: Thu, 6 Feb 2014 18:14:08 +0000 Subject: [rt-users] Help with Active Directory Auth on 4.2.2 In-Reply-To: <5FE68EDD9BC8BC499E20B0597906DAB60921C0B5@GRXPRD8010MB543.lamprd80.prod.outlook.com> References: <5FE68EDD9BC8BC499E20B0597906DAB60921C0B5@GRXPRD8010MB543.lamprd80.prod.outlook.com> Message-ID: <81b9fadb12d841f2ab1e948b3194e548@BLUPR05MB788.namprd05.prod.outlook.com> Here is mine which is working great # WorkingLDAP Connection 'Connect_LDAP' => { 'type' => 'ldap', 'server' => '192.168.250.49', 'user' => 'CN=Secret,OU=Users_Special,OU=Copesan,DC=Copesan,DC=local', 'pass' => Secret, 'base' => 'DC=copesan,DC=local', 'filter' => '(&(ObjectCategory=User)(ObjectClass=Person))', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', 'tls' => 0, # 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], # 'group' => 'CN=RTUsers,OU=CampusServices,DC= mydomain,DC=mydomain,DC=edu', # 'group_attr' => 'member', 'attr_match_list' => [ 'Name', 'EmailAddress' ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' } } } I would question the conical name of the user the log email address is different from the name .local versus .com.br. Should the local have a .br as well? Also in the conical name you do not have an OU in the path. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Diego Andrade Sent: Thursday, February 06, 2014 11:46 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Help with Active Directory Auth on 4.2.2 Hi, I need some help from you whom have already Request Tracker with Active Directory! After struggle for some days trying to authenticate Active Directory users with the External Auth module I bring you my Apache Log and configuration of the Plugin. May someone help me with advices??? I would love to see my Request Tracker linked to the Active Directory of the company. My Operational Systems are: Request Tracker 4.2.2 - Ubuntu 13.10 Active Directory - Windows 2008 Server Well after trying to figure out how the Plugin Works I wanted to make sure my Active Directory was acessible and the Bind account was working. So I check with the command: ldapsearch -x -h pdcsti.stitelecom.local -p 389 -D "cn=rt-ldap,cn=Users,dc=stitelecom,dc=local" -w secret -s sub -b 'cn=Users,dc=stitelecom,dc=local' "(&(objectClass=*))" When I do it the output is a loto f Users, Groups and other objects from the AD. So I suppose the AD is ready right?? Follow the RT part... +++++In the /var/log/apache2/error.log++++++ [4638] [Thu Feb 6 14:41:01 2014] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: , EmailAddress: rtop at stitelecom.com.br, ExternalAuthId: rtop, Gecos: rtop, Name: rtop, Privileged: , RealName: (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:685) [4638] [Thu Feb 6 14:41:01 2014] [info]: Autocreated external user rtop ( 118 ) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:281) [4638] [Thu Feb 6 14:41:01 2014] [info]: My_LDAP AUTH FAILED rtop (can't bind: LDAP_INVALID_CREDENTIALS 49 ) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:227) [4638] [Thu Feb 6 14:41:01 2014] [error]: FAILED LOGIN for rtop from 10.10.1.137 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:814) ++++++ In the RT_Siteconfig.pm: +++++++ Plugin( "RT::Authen::ExternalAuth" ); Set($ExternalAuthPriority, [ 'My_LDAP' ] ); Set($ExternalInfoPriority, [ 'My_LDAP' ] ); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'server' => 'pdcsti.stitelecom.local', 'user' => 'cn=rt-ldap,cn=Users,dc=stitelecom,dc=local', 'pass' => 'secret', 'base' => 'dc=stitelecom,dc=local', 'filter' => '(objectclass=*)', 'group' => 'cn=RTUsers,ou=RT4,ou=STI,dc=stitelecom,dc=local', 'group_attr' => 'uniqueMember', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'Name', 'EmailAddress', ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'ExternalAuthId' => 'sAMAccountName', }, }, } ); 1; THANK YOU IN ADVANCE! [Diego2013] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 10164 bytes Desc: image001.jpg URL: From diego.andrade at stitelecom.com.br Thu Feb 6 16:33:00 2014 From: diego.andrade at stitelecom.com.br (Diego Andrade) Date: Thu, 6 Feb 2014 21:33:00 +0000 Subject: [rt-users] RES: Looking for info on apache2 configuration rt-4.2.2 In-Reply-To: References: Message-ID: <5FE68EDD9BC8BC499E20B0597906DAB609229B70@GRXPRD8010MB543.lamprd80.prod.outlook.com> If you following the Marc's guide for Ubuntu 13.10 on Ubuntu 12.10 as he states in the comments you can follow the edits he did for the Debian 7.2. Give a look http://binarynature.blogspot.com.br/2013/10/install-request-tracker-4-on-ubuntu-server.html Rgds, Diego Andrade. De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de john boris Enviada em: quinta-feira, 6 de fevereiro de 2014 15:23 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] Looking for info on apache2 configuration rt-4.2.2 I am at the next step of installing rt-4.2.2 on Ubuntu 12.10. (I had a working 3.6 RT install on a Fedora Server which is on life support at the moment and have to make this move) The install went fine except for some issues with PERL modules I resolved but now I am at the web configuration spot. I am new to the configuration of the apache2 server with its multiple file configuration. Although it explains a lot in the web-deployment.pod it lacks telling you which configuration file to use. I am looking for a HOW-TO for this or someone who has done this that can tell me which file the directives go. This server will only host an RT instance and nothing else.The web server is working but only for the "It Works!" page. TIA. -- John J. Boris, Sr. Online Services www.onlinesvc.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From s.auguy at gmail.com Fri Feb 7 05:05:04 2014 From: s.auguy at gmail.com (Sylvain Auguy) Date: Fri, 7 Feb 2014 11:05:04 +0100 Subject: [rt-users] Problem : A custom field edited via REST will be disabled Message-ID: Hi, When I edit a custom field via REST, the associated "ObjectCustomFieldValue" will, by default, appear as disabled in the database. Is there any reason for that ? How can I avoid it ? I use RT 3.8.4. Sylvain -------------- next part -------------- An HTML attachment was scrubbed... URL: From drasar at ics.muni.cz Fri Feb 7 06:40:29 2014 From: drasar at ics.muni.cz (Martin Drasar) Date: Fri, 07 Feb 2014 12:40:29 +0100 Subject: [rt-users] Forwarding an e-mail with an HTML alternative In-Reply-To: <20140206162143.GO24554@jibsheet.com> References: <52F37AFE.9090607@ics.muni.cz> <20140206162143.GO24554@jibsheet.com> Message-ID: <52F4C62D.4010409@ics.muni.cz> On 6.2.2014 17:21, Kevin Falcone wrote: > On Thu, Feb 06, 2014 at 01:07:26PM +0100, Martin Drasar wrote: > 4.2 does a much better job passing along multipart mails. > You cannot easily force RT to send a custom alternative email, > especially not in 4.0. Thanks for your response. I am not necessarily looking for an easy way to make RT do my bidding and upgrade is not an option right now. In a way, I do not really need to use the template at all, incoming messages are formated just as I want them to be. I wanted to create a scrip that would just forward the mail to requestors (that are set on ticket create via the REST interface). But I have some problems with it. This is my scrip: ********* package RT::Action::ForwardGatewayReport; use strict; use warnings; use base qw(RT::Action::SendEmail); use Email::Address; sub Prepare { my $self = shift; # Set recipients to ticket requestors $self->SetRecipients(); return 1; } sub Commit { my $self = shift; my $mail; # ??? # What here? # ??? my $rc = $self->SendMessage($mail); if ($rc && RT->Config->Get('RecordOutgoingEmail')) { $self->RecordOutgoingMailTransaction($mail); } return $rc; } ********** I have tried to recreate the $mail with transaction attachments read as ContentAsMIME() but I have never managed to successfully extract the original email. The other thing I have in mind is to create a new mime object of type multipart/alternative and insert those two text/plain and text/html parts. But that seems to me a bit cumbersome, given that everything is already there. Other issue I am having is that using this script, the correspondence gets recorded gazzilion times and not just once. Do you have any idea, where the problem might be? Thanks, Martin From jvdwege at xs4all.nl Fri Feb 7 08:16:32 2014 From: jvdwege at xs4all.nl (Joop) Date: Fri, 07 Feb 2014 14:16:32 +0100 Subject: [rt-users] Error while trying rt-assets-import-csv Message-ID: <52F4DCB0.4050908@xs4all.nl> Hi All, I installed a test instance of rt-4.2.2 (from source, on Centos-6.5, perl-5.10.1 x64) and installed the shiny new Assets extension and its import part but get the following error: Insecure dependency in require while running with -T switch at /usr/share/perl5/Pod/Perldoc.pm line 1548 when I run rt-assets-import-csv. Pardon my perl ignorance but how to fix this?? Thanks, Joop From cloos at netcologne.de Fri Feb 7 09:26:27 2014 From: cloos at netcologne.de (Christian Loos) Date: Fri, 07 Feb 2014 15:26:27 +0100 Subject: [rt-users] RT 4.2 change scrip stage In-Reply-To: <20140205160007.GK24554@jibsheet.com> References: <52E21848.1070109@netcologne.de> <20140129174406.GA1828@jibsheet.com> <52EA0C6C.9080903@netcologne.de> <20140130154839.GI1828@jibsheet.com> <52EBC637.7040600@netcologne.de> <20140131221313.GQ1828@jibsheet.com> <20140205160007.GK24554@jibsheet.com> Message-ID: <52F4ED13.6050509@netcologne.de> Am 05.02.2014 17:00, schrieb Kevin Falcone: > I've filed > http://issues.bestpractical.com/Ticket/Display.html?id=28873 > about the terrible Disabled UI, and it touches briefly on Deleted. > We'll address this after we fix display of Disabled Scrips. Can you please add me to the ticket so I get notified on any changes. Thanks. Chris From lenjaffe at jaffesystems.com Fri Feb 7 11:10:52 2014 From: lenjaffe at jaffesystems.com (Len Jaffe) Date: Fri, 7 Feb 2014 11:10:52 -0500 Subject: [rt-users] Odd behavior of queue name translation in RT::TIcket::LimitCustomFIeld() Message-ID: We're on RT 4.0.17. I have this code snippet in a test (Yay TDD): my $tickets = RT::Tickets->new(GetCurrentUser()); my $queue ='foo' $tickets->LimitCustomField(CUSTOMFIELD => $internal_gid, OPERATOR => '=', VALUE => "i$generic_id", QUEUE => $queue ); my $ticket = $tickets->Next; The error from ticket->Next() is: [Fri Feb 7 16:00:07 2014] [warning]: RT::Queue '{83}' doesn't exist, parsed from '{83}.{Internal_GenericID}' The queue in question is the queue with ID 83, and does exist. I just added the ticket to it. Is this a known bug in queue name handling, is it something I've done wrong, is there a known workaround? Thanks, Len. -- lenjaffe at jaffesystems.com 614-404-4214 @lenjaffe Information Technology Smoke Jumper, Host of Columbus Code Jam www.lenjaffe.com http://www.theycomewithcheese.com Perl Advent Planet - Advent Calendars: Perlish and otherwise. -------------- next part -------------- An HTML attachment was scrubbed... URL: From marko.cupac at mimar.rs Fri Feb 7 11:13:28 2014 From: marko.cupac at mimar.rs (Marko =?UTF-8?B?Q3VwYcSH?=) Date: Fri, 7 Feb 2014 17:13:28 +0100 Subject: [rt-users] apache segfaults with 4.2 In-Reply-To: <20131220153049.GP1977@jibsheet.com> References: <20131211173342.79d7b6fbb833f6ccd3c1a1b9@mimar.rs> <20131213154052.GB2151@jibsheet.com> <20131216092106.9d9beb83809f86fdd76649ac@mimar.rs> <20131220153049.GP1977@jibsheet.com> Message-ID: <20140207171328.a80051f65d2a3ba1f1aa5a70@mimar.rs> On Fri, 20 Dec 2013 10:30:49 -0500 Kevin Falcone wrote: Hi Kevin, sorry for my late reply, I finally found the time to troubleshoot this. > Try commenting out the SSL settings and see if Apache will start up > with RT but without SSL. Unfortunately I do not have the luxury of doing so. This server holds a bunch of Active Directory integrated web services, I wouldn't want to have passwords transported over plain http. > Alternatively, this is almost certainly some sort of shared library > conflict and you can work around it by running RT with fastcgi instead > of mod_perl. I switched to fastcgi, and I do not have any more segfaults in apache. If someone is interested in investigation of possible shared library conflict I would be glad to follow instruction. Regards, -- Marko Cupa? From alexmv at bestpractical.com Fri Feb 7 11:23:37 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 07 Feb 2014 11:23:37 -0500 Subject: [rt-users] Error while trying rt-assets-import-csv In-Reply-To: <52F4DCB0.4050908@xs4all.nl> References: <52F4DCB0.4050908@xs4all.nl> Message-ID: <1391790217.29872.2.camel@umgah.localdomain> On Fri, 2014-02-07 at 14:16 +0100, Joop wrote: > I installed a test instance of rt-4.2.2 (from source, on Centos-6.5, > perl-5.10.1 x64) and installed the shiny new Assets extension and its > import part but get the following error: > Insecure dependency in require while running with -T switch at > /usr/share/perl5/Pod/Perldoc.pm line 1548 > when I run rt-assets-import-csv. > Pardon my perl ignorance but how to fix this?? This is probably https://rt.perl.org/Public/Bug/Display.html?id=72550 Try upgrading Pod::Perldoc - Alex From jborissr at gmail.com Fri Feb 7 11:40:19 2014 From: jborissr at gmail.com (john boris) Date: Fri, 7 Feb 2014 11:40:19 -0500 Subject: [rt-users] Trying to get RT4.2.2 to use mysql and not sqllite3 Message-ID: I installed RT4.2.2 using apt-get from the repositories on Ubuntu 12.10 LTS. When I try to start apache I get a database error whic states [warning]: DBI connect('dbname=/var/lib/dbconfig-common/sqlite3/request-tracker4/rtdb; I selected mysql when I did the install but the config files seem to telling it to use sqlite3. I have looked through the config files and I thought I had mysql selected. Where do I change the config to tell RT to use mysql? TIA -- John J. Boris, Sr. Online Services www.onlinesvc.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Feb 7 11:49:03 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 7 Feb 2014 11:49:03 -0500 Subject: [rt-users] Trying to get RT4.2.2 to use mysql and not sqllite3 In-Reply-To: References: Message-ID: <20140207164903.GT24554@jibsheet.com> On Fri, Feb 07, 2014 at 11:40:19AM -0500, john boris wrote: > I installed RT4.2.2 using apt-get from the repositories on Ubuntu 12.10 LTS. When I try to I'm not aware of RT 4.2 packages on Ubuntu or Debian. Ubuntu in fact tends to run multiple versions of packages behind the Debian release. > start apache I get a database error whic states > [warning]: DBI connect('dbname=/var/lib/dbconfig-common/sqlite3/request-tracker4/rtdb; > I selected mysql when I did the install but the config files seem to telling it to use > sqlite3. > I have looked through the config files and I thought I had mysql selected. > Where do I change the config to tell RT to use mysql? Since you're using the debian packages, which offer you database choices during setup, you should rerun their setup script with dpkg-reconfigure request-tracker4 and also ensure that you've installed the rt4-db-mysql package. If you've in fact installed from source, then you should rerun configure selecting mysql, not sqlite. RT's default is MySQL so you would have had to pass an explicit selection of sqlite. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Feb 7 11:50:42 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 7 Feb 2014 11:50:42 -0500 Subject: [rt-users] RT doesn't quote previous conversation in reply In-Reply-To: <52F3CC14.700@home.gofferje.net> References: <52F240DD.7040005@home.gofferje.net> <20140205153008.GD24554@jibsheet.com> <52F271A0.40505@home.gofferje.net> <52F27E3C.9020103@home.gofferje.net> <52F39F4D.9060907@home.gofferje.net> <20140206162835.GQ24554@jibsheet.com> <52F3CC14.700@home.gofferje.net> Message-ID: <20140207165042.GU24554@jibsheet.com> On Thu, Feb 06, 2014 at 07:53:24PM +0200, Stefan Gofferje wrote: > > The original message is *only* quoted if you click on Reply in the > > transaction history, not Reply from the top of the page. > > THAT works, thanks! Is that always like this under any circumstances or > is there a possibility that I inadvertently changed some other setting > when I changed the timezone in the config file? There is no setting to control this. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Feb 7 11:51:17 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 7 Feb 2014 11:51:17 -0500 Subject: [rt-users] Problem : A custom field edited via REST will be disabled In-Reply-To: References: Message-ID: <20140207165117.GV24554@jibsheet.com> On Fri, Feb 07, 2014 at 11:05:04AM +0100, Sylvain Auguy wrote: > When I edit a custom field via REST, the associated "ObjectCustomFieldValue" will, by default, > appear as disabled in the database. > Is there any reason for that ? How can I avoid it ? > I use RT 3.8.4. When you update the value of a custom field on a ticket, the old ObjectCustomFieldValue is disabled and a new row with the current value is inserted. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Feb 7 11:52:56 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 7 Feb 2014 11:52:56 -0500 Subject: [rt-users] Forwarding an e-mail with an HTML alternative In-Reply-To: <52F4C62D.4010409@ics.muni.cz> References: <52F37AFE.9090607@ics.muni.cz> <20140206162143.GO24554@jibsheet.com> <52F4C62D.4010409@ics.muni.cz> Message-ID: <20140207165256.GW24554@jibsheet.com> On Fri, Feb 07, 2014 at 12:40:29PM +0100, Martin Drasar wrote: > On 6.2.2014 17:21, Kevin Falcone wrote: > > On Thu, Feb 06, 2014 at 01:07:26PM +0100, Martin Drasar wrote: > > 4.2 does a much better job passing along multipart mails. > > You cannot easily force RT to send a custom alternative email, > > especially not in 4.0. > > Thanks for your response. I am not necessarily looking for an easy way > to make RT do my bidding and upgrade is not an option right now. In a > way, I do not really need to use the template at all, incoming messages > are formated just as I want them to be. On Create Notify Requestors with template Corresopnd which will relay your mail to the requestors during creation. Your Scrip is honestly likely to cause all the problems you saw. Or just set your requestors and then correspond on the ticket with your content. 4.2 will do a better job of not mangling your mail. Reading the outgoing mail transaction though is almost guaranteed to fail. Just use normal RT correspond actions. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Feb 7 12:06:06 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 7 Feb 2014 12:06:06 -0500 Subject: [rt-users] Odd behavior of queue name translation in RT::TIcket::LimitCustomFIeld() In-Reply-To: References: Message-ID: <20140207170606.GX24554@jibsheet.com> On Fri, Feb 07, 2014 at 11:10:52AM -0500, Len Jaffe wrote: > my $tickets = RT::Tickets->new(GetCurrentUser()); > my $queue ='foo' > $tickets->LimitCustomField(CUSTOMFIELD => $internal_gid, OPERATOR => '=', > VALUE => "i$generic_id", QUEUE => $queue ); > my $ticket = $tickets->Next; > The error from ticket->Next() is: > > [Fri Feb 7 16:00:07 2014] [warning]: RT::Queue '{83}' doesn't exist, > parsed from '{83}.{Internal_GenericID}' > > The queue in question is the queue with ID 83, and does exist. I just added > the ticket to it. In the future, please leave on the part of the warning message which includes that it happened in lib/RT/Tickets.pm with a line number, it saves time. > Is this a known bug in queue name handling, is it something I've done > > wrong, is there a known workaround? $Tickets->LimitCustomField is used infrequently (unused in core on Tickets). Is there a reason you're not using TicketSQL (what's visible in the Query Builder when you build a query?) $tickets->FromSQL("CF.{Foo} = 'i$generic_id'); possible with a "And Queue = '$queue'" in there or if you don't want to limit on Queue, you can use CF.83.{Foo}. The problem is that passing QUEUE to LimitCustomField is undocumented and as a result poorly supported by the code that deciphers custom field names. However, without digging deeper, I don't know that CustomFieldDecipher of LimitCustomField needs the bugfix. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From jborissr at gmail.com Fri Feb 7 12:30:45 2014 From: jborissr at gmail.com (john boris) Date: Fri, 7 Feb 2014 12:30:45 -0500 Subject: [rt-users] Trying to get RT4.2.2 to use mysql and not sqllite3 In-Reply-To: <20140207164903.GT24554@jibsheet.com> References: <20140207164903.GT24554@jibsheet.com> Message-ID: Kevin, Thanks for the reply. I reran the script and selected mysql (which I did originally) it had an error at the end and I had a choice to retry, abort, retry (skip questions) so I said retry and it asked me the questions again and I answered as before and the script ended without an error. I went into Mysql with phpmyadmin and the database was created by when I go to the web address I now get - Config file /etc/request-tracker4/RT_SiteConfig.pm is locked I checked all of my windows and I don't have it opened anywhere. I restarted the server just in case but I still get the message. On Fri, Feb 7, 2014 at 11:49 AM, Kevin Falcone wrote: > On Fri, Feb 07, 2014 at 11:40:19AM -0500, john boris wrote: > > I installed RT4.2.2 using apt-get from the repositories on Ubuntu > 12.10 LTS. When I try to > > I'm not aware of RT 4.2 packages on Ubuntu or Debian. Ubuntu in fact > tends to run multiple versions of packages behind the Debian release. > > > start apache I get a database error whic states > > [warning]: DBI > connect('dbname=/var/lib/dbconfig-common/sqlite3/request-tracker4/rtdb; > > I selected mysql when I did the install but the config files seem to > telling it to use > > sqlite3. > > I have looked through the config files and I thought I had mysql > selected. > > Where do I change the config to tell RT to use mysql? > > Since you're using the debian packages, which offer you database > choices during setup, you should rerun their setup script with > dpkg-reconfigure request-tracker4 and also ensure that you've > installed the rt4-db-mysql package. > > If you've in fact installed from source, then you should rerun > configure selecting mysql, not sqlite. RT's default is MySQL so you > would have had to pass an explicit selection of sqlite. > > -kevin > -- John J. Boris, Sr. Online Services www.onlinesvc.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Fri Feb 7 12:41:41 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 07 Feb 2014 12:41:41 -0500 Subject: [rt-users] segmentation fault In-Reply-To: <47EA4ED9-BD8C-4CB3-9D14-86EDB7FE4478@super.unam.mx> References: <47EA4ED9-BD8C-4CB3-9D14-86EDB7FE4478@super.unam.mx> Message-ID: <1391794901.1973.30.camel@umgah.localdomain> On Wed, 2014-02-05 at 18:50 -0600, Jos? Luis Gordillo Ruiz > My RT 4.2 instance is not working properly. Sometimes it gets errors > in creating tickets or sending mails. Logs show segmentation faults of > httpd. On of the cores I could get > shows that the segmentation happens in malloc > > > This RT is running in a virtual machine. At the beginning, it had 512 > MB of RAM and was very slow when several sessions were open. Then we > increased the RAM to 1 GB. The speed is now good but this strange > behavior started. While segfaults are not the form I'd generally expect the failure to take, this is likely still memory contention. What do your monitoring tools tell you about memory usage on the box? If you're also running your database server on the same machine, I'd expect 1G to definitely be insufficient. - Alex From drasar at ics.muni.cz Fri Feb 7 12:54:09 2014 From: drasar at ics.muni.cz (=?windows-1252?Q?Martin_Dra=9Aar?=) Date: Fri, 07 Feb 2014 18:54:09 +0100 Subject: [rt-users] Forwarding an e-mail with an HTML alternative In-Reply-To: <20140207165256.GW24554@jibsheet.com> References: <52F37AFE.9090607@ics.muni.cz> <20140206162143.GO24554@jibsheet.com> <52F4C62D.4010409@ics.muni.cz> <20140207165256.GW24554@jibsheet.com> Message-ID: <52F51DC1.8060809@ics.muni.cz> Dne 7.2.2014 17:52, Kevin Falcone napsal(a): >> Thanks for your response. I am not necessarily looking for an easy way >> to make RT do my bidding and upgrade is not an option right now. In a >> way, I do not really need to use the template at all, incoming messages >> are formated just as I want them to be. > > On Create Notify Requestors with template Corresopnd > > which will relay your mail to the requestors during creation. > Your Scrip is honestly likely to cause all the problems you saw. > > Or just set your requestors and then correspond on the ticket with > your content. Correspond template is not working for me as I would like it to work - i.e. in the template I have RT-Attach-Message: Yes, but if I don't supply body in the text of the template (because I don't want to insert any other text, except the one I have received), no mail is sent. Can I do something with it? Another thing is a the RT-Ataach-Message mechanism. If I take a look at the sent message from within the RT I see two RT-Attachment headers. Does that mean that those two attachments are going to be sent separately and not inside multipart/alternative? > 4.2 will do a better job of not mangling your mail. Reading the > outgoing mail transaction though is almost guaranteed to fail. > Just use normal RT correspond actions. By outgoing mail transaction, do you mean the Correspondence transaction? Because I have previously altered the Notify.pm scrip (albeit to much lesser extent) to add one special attachment to each outgoing e-mail and I had no problems with it at all... Thanks, Martin From drasar at ics.muni.cz Fri Feb 7 15:44:48 2014 From: drasar at ics.muni.cz (=?windows-1252?Q?Martin_Dra=9Aar?=) Date: Fri, 07 Feb 2014 21:44:48 +0100 Subject: [rt-users] Forwarding an e-mail with an HTML alternative In-Reply-To: <52F51DC1.8060809@ics.muni.cz> References: <52F37AFE.9090607@ics.muni.cz> <20140206162143.GO24554@jibsheet.com> <52F4C62D.4010409@ics.muni.cz> <20140207165256.GW24554@jibsheet.com> <52F51DC1.8060809@ics.muni.cz> Message-ID: <52F545C0.3040301@ics.muni.cz> Hmm... so I have just hacked the Template.pm _DowngradeFromHTML() to check for multipart/alternative in transaction and supply the text/plain part from it, instead of using the HTML::TreeBuilder and HTML::FormatText. Seems to work like a charm. Now I wonder, when it's going to bite me :-) Martin From mathew.snyder at gmail.com Fri Feb 7 15:46:26 2014 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Fri, 7 Feb 2014 10:46:26 -1000 Subject: [rt-users] mod_fcgid: read data timeout leads to SIGKILL In-Reply-To: <20140205153834.GH24554@jibsheet.com> References: <20140205153834.GH24554@jibsheet.com> Message-ID: Unfortunately, the log seems to have been recreated and all of the timestamps which would line up with the already-provided log entry are gone. I'll have to keep an eye on this and provide it at a later date. -Mathew "When you do things right, people won't be sure you've done anything at all." - God; Futurama "We'll get along much better once you accept that you're wrong and neither am I." - Me On Wed, Feb 5, 2014 at 5:38 AM, Kevin Falcone wrote: > On Mon, Feb 03, 2014 at 11:22:16AM -1000, Mathew Snyder wrote: > > Looking for support on an issue that I haven't found online through > searches. > > New instance of RT 4.2.2 on CentOS 6.5 with Apache 2.2.15-29 and FCGI? > > 2.3.9-1.? > > You really need to show your RT debug logs, the logs you're showing are > what apache is getting back from RT (or failing to get back from RT). > Since you're running 4.2.2, go to Admin -> Tools -> System Configuration > and read the Logging summary box. > > 40 seconds to display a ticket is much too slow and points to either a > bad local modification, a misconfigured database or some other > problem, but we can't comment without details. > > -kevin > > > Everything runs fine for the most part, however, intermittently the? > > following log entries show up and I get an internal server error.? > > > > [Fri Jan 31 22:48:36 2014] [warn] [client 192.168.236.64] mod_fcgid: > read? > > data timeout in 40 seconds, referer:? > > [1]http://rt.example.com/Ticket/Display.html?id=2? > > [Fri Jan 31 22:48:36 2014] [error] [client 192.168.236.64] Premature > end of? > > script headers: rt-server.fcgi, referer:? > > [2]http://rt.example.com/Ticket/Display.html?id=2? > > FastCGI: manager (pid 8954): received signal TERM? > > FastCGI: manager (pid 8954): sending TERM to PIDs, 8960? > > [Fri Jan 31 22:48:46 2014] [warn] mod_fcgid: process 8954 graceful > kill? > > fail, sending SIGKILL? > > FastCGI: server (pid 8960): safe exit after SIGTERM? > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From lenjaffe at jaffesystems.com Fri Feb 7 16:01:38 2014 From: lenjaffe at jaffesystems.com (Len Jaffe) Date: Fri, 7 Feb 2014 16:01:38 -0500 Subject: [rt-users] Odd behavior of queue name translation in RT::TIcket::LimitCustomFIeld() In-Reply-To: <20140207170606.GX24554@jibsheet.com> References: <20140207170606.GX24554@jibsheet.com> Message-ID: On Fri, Feb 7, 2014 at 12:06 PM, Kevin Falcone wrote: > On Fri, Feb 07, 2014 at 11:10:52AM -0500, Len Jaffe wrote: > > > $tickets->FromSQL("CF.{Foo} = 'i$generic_id'); > possible with a "And Queue = '$queue'" in there or if you don't want > to limit on Queue, you can use CF.83.{Foo}. > > FromSQL() resolved my issue. Thanks! > The problem is that passing QUEUE to LimitCustomField is undocumented > QUEUE is documented here: https://www.bestpractical.com/docs/rt/4.0/RT/Tickets.html#LimitCustomField Len. -- lenjaffe at jaffesystems.com 614-404-4214 @lenjaffe Information Technology Smoke Jumper, Host of Columbus Code Jam www.lenjaffe.com http://www.theycomewithcheese.com Perl Advent Planet - Advent Calendars: Perlish and otherwise. -------------- next part -------------- An HTML attachment was scrubbed... URL: From joinajay1 at gmail.com Fri Feb 7 20:48:40 2014 From: joinajay1 at gmail.com (Ajay Kumar) Date: Sat, 8 Feb 2014 07:18:40 +0530 Subject: [rt-users] Can only one ticket be created even if mail marks to multiple queue Message-ID: Dear All, It has been observed that our members send same mail to multiple queues and RT generate multiple tickets.One ticket for one queue. Can we stop multiple tickets for same mail. If yes,pls suggest the steps. We are manual merging the tickets. Hoping for response pls. Regards, Ajay ................................. Please don't print this email unless you really need to. This will preserve trees on our planet. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Sat Feb 8 08:37:17 2014 From: jvdwege at xs4all.nl (Joop) Date: Sat, 08 Feb 2014 14:37:17 +0100 Subject: [rt-users] RT-Assets-Import-CSV surprises Message-ID: <52F6330D.70601@xs4all.nl> Hi All, Still trying out new things :-) Found another thing which I think is a shortcut in the documentation. Quoting one of the examples: Set( $AssetsImportUniqueCF, 'Service Tag' ); Set( %AssetsImportFieldMapping, # 'RT custom field name' => 'CSV field name' 'Service Tag' => 'serviceTag', 'Location' => 'building', 'Serial #' => 'serialNo', 'Catalog' => \'Hardware', ); As I see it both Location and Serial # are Asset CustomFields and not one of the basic fields like id,Name,Description. Using this as an example I tried to import our UPS Catalog which looks like the following: id,Name,Description,Status,Type,UPS Batt replaced,UPS Firmware revision,UPS Serial Number 553,wag-ups1,APC SmartUPS 3000,production,BackupPower,2005-08-17,666.6.l,JS0534006874 With the following config part it will import the assets but not the last 3 columns which are the CF's of this type. Set( $AssetsImportUniqueCF, undef ); Set( %AssetsImportFieldMapping, # 'RT custom field name' => 'CSV field name' 'id' => 'id', 'Name' => 'Name', 'Description' => 'Description', 'Catalog' =>\'BackupPower', 'UPS Batt replaced' => 'UPS Batt replaced', 'UPS Firmware revision' => 'UPS Firmware revision', 'UPS Serial Number' => 'UPS Serial Number', ); Looking at the output of debug shows that it sees the last 3 columns but it doesn't do anything with it. Putting some prints in CSV.pm and looking at the code I found out that the config should read: Set( $AssetsImportUniqueCF, undef ); Set( %AssetsImportFieldMapping, # 'RT custom field name' => 'CSV field name' 'id' => 'id', 'Name' => 'Name', 'Description' => 'Description', 'Catalog' =>\'BackupPower', 'CF.UPS Batt replaced' => 'UPS Batt replaced', 'CF.UPS Firmware revision' => 'UPS Firmware revision', 'CF.UPS Serial Number' => 'UPS Serial Number', ); Running the importer with --update will indeed now update the last 3 columns. Nowhere in the docs it is mentioned that you need to put CF. in front of CustomFields. Joop From jvdwege at xs4all.nl Sat Feb 8 08:47:12 2014 From: jvdwege at xs4all.nl (Joop) Date: Sat, 08 Feb 2014 14:47:12 +0100 Subject: [rt-users] RT-4.2.2 and RT-Assets Message-ID: <52F63560.1060501@xs4all.nl> Hi All, Still trying out new things :-) After importing some assets I see that the behaviour of the asset display page is different to the ticket page. Without touching CustomField Grouping I get an error when I click on CustomFields in the display page, 'No grouping specified' , while in rt-4.2.2 clicking on CustomFields will take you to the Basics page with the customfields ready to edit. I don't mind making a CF Grouping but it shouldn't be needed in a default setting or it should be documented that it is a mandatory configuration part. Regards, Joop From jvdwege at xs4all.nl Sat Feb 8 08:53:21 2014 From: jvdwege at xs4all.nl (Joop) Date: Sat, 08 Feb 2014 14:53:21 +0100 Subject: [rt-users] RT-Assets-Import-CSV Message-ID: <52F636D1.4030305@xs4all.nl> Hi All, One more thing :-) I need/want to migrate a lot of assets from RT-4.0.x with the Assets extension to rt-4.2.2 with the bestpractical Asset extension. First tests show that it will be a lot of work but will probably work (still has to figure out something for the asset->tickets->rtfm links). Right now I think I'll need to make a %AssetsImportFieldMapping for each type in the old system and place that in RT_SiteConfig run the import edit RT_SiteConfig etc... What would be nice is if the importer would have a commandline option to read a configfile with just the %AssetsImportFieldMapping in it, or am I overlooking something (probably my missing perl foo) Regards, Joop From janniezbedny1887 at gmail.com Sun Feb 9 18:55:49 2014 From: janniezbedny1887 at gmail.com (=?ISO-8859-2?Q?Jan_Niezb=EAdny?=) Date: Mon, 10 Feb 2014 00:55:49 +0100 Subject: [rt-users] Slow RT after moving DB on another server Message-ID: Hi A few days ago i moved my RT (v4.0.4) database (MySQL) to another server. Of course I introduced relevant configuration indicating where the base is located. From that moment to log on to the program is a big problem. And when you will succeed it works very slowly. The logs do not have anything specific on this topic. Do you have any idea how to check what could be wrong? Regards, Jan -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathew.snyder at gmail.com Mon Feb 10 00:46:34 2014 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Sun, 9 Feb 2014 19:46:34 -1000 Subject: [rt-users] Some external users not being AutoCreate'd Message-ID: RT 4.2.2 RT::Authen::ExternalAuth 0.17 MySQL 5.1.71-1 httpd 2.2.15-29 CentOS 6.5 We have RT-Authen-ExternalAuth working with the organization's AD server (LDAP). All personnel on the domain are able to log in with their AD account and their RT account is automatically created. This is working flawlessly. Generally, external users sending an email to create a ticket are having their unprivileged accounts created as expected. However, there seems to be an intermittent issue preventing others from having the same result. There doesn't appear to be any rhyme or reason to it. Relevant RT_SiteConfig.pm configuration: Set($AutoCreate,{Privileged=>0}); Set($AutoCreateNonExternalUsers, 1); Set($ExternalSettings, { 'AD' => { 'type' => 'ldap', 'server' => 'dc1.example.local', 'user' => 'RTuser', 'pass' => 'xxxxxxxx', 'base' => 'dc=example,dc=local', 'filter' => '(objectClass=person)', 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName', ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'RealName' => 'cn', }, }, } ); Relevant RT log example: [15816] [Fri Feb 7 05:29:01 2014] [debug]: Converting 'cp1252' to 'utf-8' for text/plain - Subjectless message (/opt /rt4/sbin/../lib/RT/I18N.pm:295) [15816] [Fri Feb 7 05:29:01 2014] [debug]: Converting 'cp1252' to 'utf-8' for text/html - Subjectless message (/opt/ rt4/sbin/../lib/RT/I18N.pm:295) [15816] [Fri Feb 7 05:29:01 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:59 5) [15816] [Fri Feb 7 05:29:01 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:59 5) [15816] [Fri Feb 7 05:29:01 2014] [debug]: Going to create user with address 'user.example at gmail.com' (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:100) [15816] [Fri Feb 7 05:29:01 2014] [debug]: RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::Authen::ExternalAuth /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm 702 with: Comments: Autocreated on ticket submission, Disabled: , EmailAddress: user.example at gmail.com, Name: user.example at gmail.com, Password: , Privileged: , RealName: User Example (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:599) [15816] [Fri Feb 7 05:29:01 2014] [debug]: Attempting to get user info using this external service: AD (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:607) [15816] [Fri Feb 7 05:29:01 2014] [debug]: Attempting to use this canonicalization key: Name (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:621) [15816] [Fri Feb 7 05:29:01 2014] [debug]: LDAP Search === Base: dc=example,dc=local == Filter: (&(objectClass=person)(sAMAccountName= user.example at gmail.com)) == Attrs: cn,mail,sAMAccountName (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:357) [15816] [Fri Feb 7 05:29:01 2014] [debug]: Attempting to use this canonicalization key: EmailAddress (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:621) [15816] [Fri Feb 7 05:29:01 2014] [debug]: LDAP Search === Base: dc=example,dc=local == Filter: (&(objectClass=person)(mail= user.example at gmail.com)) == Attrs: cn,mail,sAMAccountName (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:357) [15816] [Fri Feb 7 05:29:01 2014] [debug]: Attempting to use this canonicalization key: RealName (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:621) [15816] [Fri Feb 7 05:29:01 2014] [debug]: LDAP Search === Base: dc=example,dc=local == Filter: (&(objectClass=person)(cn=User Example)) == Attrs: cn,mail,sAMAccountName (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:357) [15816] [Fri Feb 7 05:29:01 2014] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: Autocreated on ticket submission, Disabled: , EmailAddress: user at example.com, Name: user, Password: , Privileged: , RealName: User Example (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:685) [15816] [Fri Feb 7 05:29:01 2014] [crit]: User could not be created: User creation failed in mailgateway: Name in use (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245) [15816] [Fri Feb 7 05:29:01 2014] [warning]: Couldn't load user ' user.example at gmail.com'.giving up (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:875) [15816] [Fri Feb 7 05:29:01 2014] [crit]: User could not be loaded: User ' user.example at gmail.com' could not be loaded in the mail gateway (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245) [15816] [Fri Feb 7 05:29:01 2014] [error]: Could not load a valid user: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (user.example at gmail.com). You might need to grant 'Everyone' the right 'CreateTicket' for the queue provisioning. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245) [15816] [Fri Feb 7 05:29:01 2014] [error]: Could not load a valid user: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245) [15816] [Fri Feb 7 05:29:01 2014] [error]: Could not record email: Could not load a valid user (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) The Everyone group already has the CreateTicket and ReplyToTicket rights on all of the queues that have been configured. One thing that stands out is [15816] [Fri Feb 7 05:29:01 2014] [crit]: User could not be created: User creation failed in mailgateway: Name in use (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245). However, if I search on the user's email address as the name it says nothing can be found. I also noticed that the queue being referenced is 'provisioning'. It actually is 'Provisioning'. Is case important? -Mathew "When you do things right, people won't be sure you've done anything at all." - God; Futurama "We'll get along much better once you accept that you're wrong and neither am I." - Me -------------- next part -------------- An HTML attachment was scrubbed... URL: From s.auguy at gmail.com Mon Feb 10 01:11:09 2014 From: s.auguy at gmail.com (Sylvain Auguy) Date: Mon, 10 Feb 2014 07:11:09 +0100 Subject: [rt-users] Problem : A custom field edited via REST will be disabled In-Reply-To: <20140207165117.GV24554@jibsheet.com> References: <20140207165117.GV24554@jibsheet.com> Message-ID: Thanks Kevin This is the behavior I was expecting, except that in my case, it adds a new row with the field "disabled = 1" Is it a known bug that has been solved in a later version ? Sylvain 2014-02-07 17:51 GMT+01:00 Kevin Falcone : > On Fri, Feb 07, 2014 at 11:05:04AM +0100, Sylvain Auguy wrote: > > When I edit a custom field via REST, the associated > "ObjectCustomFieldValue" will, by default, > > appear as disabled in the database. > > Is there any reason for that ? How can I avoid it ? > > I use RT 3.8.4. > > When you update the value of a custom field on a ticket, the old > ObjectCustomFieldValue is disabled and a new row with the current > value is inserted. > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From vogt at spamcop.net Mon Feb 10 02:08:16 2014 From: vogt at spamcop.net (Gerald Vogt) Date: Mon, 10 Feb 2014 08:08:16 +0100 Subject: [rt-users] Some external users not being AutoCreate'd In-Reply-To: References: Message-ID: <52F87AE0.9020808@spamcop.net> On 10.02.2014 06:46, Mathew Snyder wrote: ... > [15816] [Fri Feb 7 05:29:01 2014] [debug]: Going to create user with > address 'user.example at gmail.com ' > (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:100) ... > [15816] [Fri Feb 7 05:29:01 2014] [info]: > RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: > Autocreated on ticket submission, Disabled: , EmailAddress: > user at example.com , Name: user, Password: , > Privileged: , RealName: User Example > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:685) If these logs are correct then the user has two or more email addresses in LDAP and user at example.com is already in the RT database. The user sends from the second address user.example at gmail.com. This is not supported (yet). Users with multiple email addresses in LDAP are not supported (even though some docs say otherwise). We have just discussed this recently. See this thread: http://lists.bestpractical.com/pipermail/rt-users/2014-January/082549.html The user must use the email address in the RT database. Mails from any other email address in LDAP is rejected because the user already exists in the RT database. You may try to manually create a second RT user with the second email address and then use the MergeUser extension to merge the accounts. -Gerald From mathew.snyder at gmail.com Mon Feb 10 03:29:38 2014 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Sun, 9 Feb 2014 22:29:38 -1000 Subject: [rt-users] Some external users not being AutoCreate'd In-Reply-To: <52F87AE0.9020808@spamcop.net> References: <52F87AE0.9020808@spamcop.net> Message-ID: A user who sends in an email for the first time should generate an unprivileged account which sets the username as the email address. It doesn't exist so it should be created. On Feb 9, 2014 9:09 PM, "Gerald Vogt" wrote: > On 10.02.2014 06:46, Mathew Snyder wrote: > ... > > [15816] [Fri Feb 7 05:29:01 2014] [debug]: Going to create user with > > address 'user.example at gmail.com ' > > (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:100) > ... > > [15816] [Fri Feb 7 05:29:01 2014] [info]: > > RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: > > Autocreated on ticket submission, Disabled: , EmailAddress: > > user at example.com , Name: user, Password: , > > Privileged: , RealName: User Example > > > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:685) > > If these logs are correct then the user has two or more email addresses > in LDAP and user at example.com is already in the RT database. The user > sends from the second address user.example at gmail.com. This is not > supported (yet). > > Users with multiple email addresses in LDAP are not supported (even > though some docs say otherwise). We have just discussed this recently. > See this thread: > > http://lists.bestpractical.com/pipermail/rt-users/2014-January/082549.html > > The user must use the email address in the RT database. Mails from any > other email address in LDAP is rejected because the user already exists > in the RT database. > > You may try to manually create a second RT user with the second email > address and then use the MergeUser extension to merge the accounts. > > -Gerald > -------------- next part -------------- An HTML attachment was scrubbed... URL: From vogt at spamcop.net Mon Feb 10 06:13:04 2014 From: vogt at spamcop.net (Gerald Vogt) Date: Mon, 10 Feb 2014 12:13:04 +0100 Subject: [rt-users] Some external users not being AutoCreate'd In-Reply-To: References: <52F87AE0.9020808@spamcop.net> Message-ID: <52F8B440.1070908@spamcop.net> On 10.02.2014 09:29, Mathew Snyder wrote: > A user who sends in an email for the first time should generate an > unprivileged account which sets the username as the email address. It > doesn't exist so it should be created. The user has been created with e-mail address user at example.com mapping to user name "user". Now the user sends e-mail from e-mail address user.example at gmail.com which you map to the same user "user" with LDAP. That's not supported. That would mean the same LDAP user has two e-mail addresses. You match users in LDAP using either of these attributes: 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName', ], If you don't have the gmail address in LDAP then it's probably the real name which matches. With your configuration you can only have one RT account for each real name. Thus if there is another "Mathew Snyder" with a different e-mail address it gets rejected because again. You don't want RealName in attr_match_list unless you are sure that each real name will only match to a single person with a single e-mail address. -Gerald > > On Feb 9, 2014 9:09 PM, "Gerald Vogt" > wrote: > > On 10.02.2014 06:46, Mathew Snyder wrote: > ... > > [15816] [Fri Feb 7 05:29:01 2014] [debug]: Going to create user with > > address 'user.example at gmail.com > >' > > (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:100) > ... > > [15816] [Fri Feb 7 05:29:01 2014] [info]: > > RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: > > Autocreated on ticket submission, Disabled: , EmailAddress: > > user at example.com > >, Name: user, > Password: , > > Privileged: , RealName: User Example > > > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:685) > > If these logs are correct then the user has two or more email addresses > in LDAP and user at example.com is already in > the RT database. The user > sends from the second address user.example at gmail.com > . This is not > supported (yet). > > Users with multiple email addresses in LDAP are not supported (even > though some docs say otherwise). We have just discussed this recently. > See this thread: > > http://lists.bestpractical.com/pipermail/rt-users/2014-January/082549.html > > The user must use the email address in the RT database. Mails from any > other email address in LDAP is rejected because the user already exists > in the RT database. > > You may try to manually create a second RT user with the second email > address and then use the MergeUser extension to merge the accounts. > > -Gerald > From Paul.Warren at m5networks.com.au Mon Feb 10 00:35:42 2014 From: Paul.Warren at m5networks.com.au (Paul Warren) Date: Mon, 10 Feb 2014 16:35:42 +1100 Subject: [rt-users] reply via email as comment Message-ID: Hi all, I've been asked by my support team to configure RT to treat replies via email as comments, for a single queue only. I'm new to RT and don't really know how to do that! Specifically, when staff reply to a ticket notification email, they do not want that reply to go to the requestor. I had thought that having the default '$QUEUE'@example.com be the 'comments' email in my /etc/aliases might work, but that means no tickets are created when sent to that address. I don't think setting the $SetOutgoingMailFrom and OverrideOutgoingMailFrom are quite what I need. Is this something I should be doing as a scrip? Apparently, they've had this working previously, from a different sysadmin, then RT was upgraded to 4.0, and it hasn't worked since. Of course, no-one remembers how it was done, and there was no documentation made! Thanks for your time! -- Paul Warren -------------- next part -------------- An HTML attachment was scrubbed... URL: From s.auguy at gmail.com Mon Feb 10 08:16:50 2014 From: s.auguy at gmail.com (Sylvain Auguy) Date: Mon, 10 Feb 2014 14:16:50 +0100 Subject: [rt-users] Problem : A custom field edited via REST will be disabled In-Reply-To: References: <20140207165117.GV24554@jibsheet.com> Message-ID: Ok my bad... It does as you said Kevin, but I still have a problem. The new customer field values are not recognized properly by the pages Modify.html and ModifyAll.html and it acts as if these fields were without any value (while they appear correctly on Display.html). When I perform a request with the mysql CLI client, the display is very weird. While it is correct with a graphical client like mysql workbench. You can see it on the attached screenshots (the 3 last lines are the custom fields which have a problem). Any idea why these outputs differ depending on the mysql client and why it interferes with RT behavior ? [image: Images int?gr?es 1] [image: Images int?gr?es 2] Sylvain 2014-02-10 7:11 GMT+01:00 Sylvain Auguy : > Thanks Kevin > > This is the behavior I was expecting, except that in my case, it adds a > new row with the field "disabled = 1" > Is it a known bug that has been solved in a later version ? > > Sylvain > > > 2014-02-07 17:51 GMT+01:00 Kevin Falcone : > > On Fri, Feb 07, 2014 at 11:05:04AM +0100, Sylvain Auguy wrote: >> > When I edit a custom field via REST, the associated >> "ObjectCustomFieldValue" will, by default, >> > appear as disabled in the database. >> > Is there any reason for that ? How can I avoid it ? >> > I use RT 3.8.4. >> >> When you update the value of a custom field on a ticket, the old >> ObjectCustomFieldValue is disabled and a new row with the current >> value is inserted. >> >> -kevin >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: mysql workbench query.PNG Type: image/png Size: 46407 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: mysql client query.PNG Type: image/png Size: 47808 bytes Desc: not available URL: From falcone at bestpractical.com Mon Feb 10 11:52:31 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 10 Feb 2014 11:52:31 -0500 Subject: [rt-users] Problem : A custom field edited via REST will be disabled In-Reply-To: References: <20140207165117.GV24554@jibsheet.com> Message-ID: <20140210165231.GY24554@jibsheet.com> On Mon, Feb 10, 2014 at 02:16:50PM +0100, Sylvain Auguy wrote: > Ok my bad... It does as you said Kevin, but I still have a problem. The new customer field > values are not recognized properly by the pages Modify.html and ModifyAll.html and it acts as > if these fields were without any value (while they appear correctly on Display.html). > When I perform a request with the mysql CLI client, the display is very weird. While it is > correct with a graphical client like mysql workbench. > You can see it on the attached screenshots (the 3 last lines are the custom fields which have > a problem). > Any idea why these outputs differ depending on the mysql client and why it interferes with RT > behavior ? The mysql command line client is probably correctly representing the data in the field while mysqlbench is papering over formatting errors. I assume you have extraneous whitespace / line endings, most likely \r from using a windows machine.. You may be able to see better if you run your mysql command line query with a trailing \G or by running the Content column through mysql's HEX() function so you can see the literal characters. Since those Content values have bogus line endings, they don't match the CustomFieldValues in RT, so Modify.html won't be able to tell that the values are the same. So - figuring out why your REST client is sending bogus line endings on trailing characters would be high on the short list of things to check. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Feb 10 12:31:08 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 10 Feb 2014 12:31:08 -0500 Subject: [rt-users] reply via email as comment In-Reply-To: References: Message-ID: <20140210173108.GZ24554@jibsheet.com> On Mon, Feb 10, 2014 at 04:35:42PM +1100, Paul Warren wrote: > I've been asked by my support team to configure RT to treat replies via email as comments, for > a single queue only. I'm new to RT and don't really know how to do that! > > Specifically, when staff reply to a ticket notification email, they do not want that reply to > go to the requestor. > > I had thought that having the default `$QUEUE'@example.com be the `comments' email in my > /etc/aliases might work, but that means no tickets are created when sent to that address. You should be able to create tickets when sending mail to a --action comment email address. I do it. If you want to know what's wrong, you'll need to show your config and logs. Alternatively, you can just disable all the On Correspond Notify Requestor (and CC, and one time recipients) in that Queue, which would mean that nobody could ever send them email from that queue. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From ms at fv-berlin.de Mon Feb 10 13:14:58 2014 From: ms at fv-berlin.de (ms at fv-berlin.de) Date: Mon, 10 Feb 2014 19:14:58 +0100 Subject: [rt-users] rt-importer in 4.2.2 with a typo? Message-ID: <52F91722.2040702@fv-berlin.de> Hi, I was trying to migrate from mysql to pgsql with a 4.2.2 installation. The 4.2.2 installation ran just fine. I then had to run ./configure again with --with-db-type=Pg to get the missing dependencies via 'make fixdeps'. I then ran rt-serializer --clone --directory /root/rt422-mysql/ which completed just fine after bumping up the VM to 2gigs of memory Next up I prepared the pgsql database: rt-setup-database --action=create,acl,schema #as per documentation, no action=init for a clone Now I tried to import that: rt-importer /root/rt422-mysql/ However, this almost immediately fails with: [11764] [Mon Feb 10 18:12:01 2014] [warning]: Can't read /root/rt422-mysql/root/rt422-mysql/001.dat: No such file or directory at /opt/rt4/sbin/../lib/RT/Migrate/Importer/File.pm line 102. (/opt/rt4/sbin/../lib/RT/Migrate/Importer/File.pm:97) As you can see it doubles the path because its looking for 001.dat in the wrong place. Is this a typo somewhere within the rt-importer script or did I do something wrong? Kind regards, ms From falcone at bestpractical.com Mon Feb 10 13:29:49 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 10 Feb 2014 13:29:49 -0500 Subject: [rt-users] rt-importer in 4.2.2 with a typo? In-Reply-To: <52F91722.2040702@fv-berlin.de> References: <52F91722.2040702@fv-berlin.de> Message-ID: <20140210182949.GA24554@jibsheet.com> On Mon, Feb 10, 2014 at 07:14:58PM +0100, ms at fv-berlin.de wrote: > Now I tried to import that: > > rt-importer /root/rt422-mysql/ > > However, this almost immediately fails with: > > [11764] [Mon Feb 10 18:12:01 2014] [warning]: > Can't read /root/rt422-mysql/root/rt422-mysql/001.dat: No such file or > directory at /opt/rt4/sbin/../lib/RT/Migrate/Importer/File.pm line 102. > (/opt/rt4/sbin/../lib/RT/Migrate/Importer/File.pm:97) Sounds like the bug fixed in this branch, which should get merged down for 4.2.3, but you can patch it in manually (or use a relative path for now). https://github.com/bestpractical/rt/compare/4.2;importer-abs-paths -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Feb 10 13:32:31 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 10 Feb 2014 13:32:31 -0500 Subject: [rt-users] Slow RT after moving DB on another server In-Reply-To: References: Message-ID: <20140210183231.GB24554@jibsheet.com> On Mon, Feb 10, 2014 at 12:55:49AM +0100, Jan Niezb?dny wrote: > A few days ago i moved my RT (v4.0.4) database (MySQL) to another server. Of course > I introduced relevant configuration indicating where the base is located. From > that moment to log on to the program is a big problem. And when you will > succeed it works very slowly. > > The logs do not have anything specific on this topic. Do you have any idea how > to check what could be wrong? Generally this means that there are problems communicating between the servers. Manually connect from the web server to the database server and see how long it takes to run something like select * from Users where name = 'root'. Most often this is network problems or dns problems or something similar. See the recent discussions on this list about how Rt performs when talking to a Postgres install with unpredictable and occasionally very high latency. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Feb 10 13:37:48 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 10 Feb 2014 13:37:48 -0500 Subject: [rt-users] Trying to get RT4.2.2 to use mysql and not sqllite3 In-Reply-To: References: <20140207164903.GT24554@jibsheet.com> Message-ID: <20140210183748.GC24554@jibsheet.com> On Fri, Feb 07, 2014 at 12:30:45PM -0500, john boris wrote: > Kevin, > Thanks for the reply. I reran the script and selected mysql (which I did originally) it had an > error at the end and I had a choice to retry, abort, retry (skip questions) so I said retry > and it asked me the questions again and I answered as before and the script ended without an > error. I went into Mysql with phpmyadmin and the database was created by when I go to the web > address I now get > > * Config file /etc/request-tracker4/RT_SiteConfig.pm is locked > > I checked all of my windows and I don't have it opened anywhere. > I restarted the server just in case but I still get the message. You would need to show the errors you get and show your RT log errors. The RT_SiteConfig.pm being locked implies you ran but failed to complete the Web Installer (or that the Debian installer uses this behavior too). You could manually change permissions on that file, but I'd want to know how it got to that state. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon Feb 10 13:38:26 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 10 Feb 2014 13:38:26 -0500 Subject: [rt-users] Forwarding an e-mail with an HTML alternative In-Reply-To: <52F545C0.3040301@ics.muni.cz> References: <52F37AFE.9090607@ics.muni.cz> <20140206162143.GO24554@jibsheet.com> <52F4C62D.4010409@ics.muni.cz> <20140207165256.GW24554@jibsheet.com> <52F51DC1.8060809@ics.muni.cz> <52F545C0.3040301@ics.muni.cz> Message-ID: <20140210183826.GD24554@jibsheet.com> On Fri, Feb 07, 2014 at 09:44:48PM +0100, Martin Dra?ar wrote: > Hmm... so I have just hacked the Template.pm _DowngradeFromHTML() to > check for multipart/alternative in transaction and supply the > text/plain part from it, instead of using the HTML::TreeBuilder and > HTML::FormatText. Seems to work like a charm. > > Now I wonder, when it's going to bite me :-) In the future, if you report bugs, please mention this local modification. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From qxin at cio.sc.gov Mon Feb 10 14:21:18 2014 From: qxin at cio.sc.gov (Xin, Qiao) Date: Mon, 10 Feb 2014 19:21:18 +0000 Subject: [rt-users] rt command error Message-ID: Hi, We upgraded rt from 4.0.5 to 4.0.17 and rt command line client failed after the upgrading. # /opt/rt/bin/rt ls 18990 Query:id=18990 Strong encryption not available, switched off by externalauth=0 Password will be sent to rt.mydomin.com over SSL Press CTRL-C now if you do not want to continue Password: rt: Server error: Can't connect to rt.mydomin.com:443 (certificate verify failed) (500) We are using self-signed certificate for the site. Please advise. Below is .rtrc file server https://rt.mydomain.com/ user test Thanks, Qiao --- SC-ISAC, DSIT (803)896-0597 qxin at cio.sc.gov -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathew.snyder at gmail.com Mon Feb 10 16:12:44 2014 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Mon, 10 Feb 2014 11:12:44 -1000 Subject: [rt-users] Some external users not being AutoCreate'd In-Reply-To: <52F8B440.1070908@spamcop.net> References: <52F87AE0.9020808@spamcop.net> <52F8B440.1070908@spamcop.net> Message-ID: -Mathew "When you do things right, people won't be sure you've done anything at all." - God; Futurama "We'll get along much better once you accept that you're wrong and neither am I." - Me On Mon, Feb 10, 2014 at 1:13 AM, Gerald Vogt wrote: > On 10.02.2014 09:29, Mathew Snyder wrote: > > A user who sends in an email for the first time should generate an > > unprivileged account which sets the username as the email address. It > > doesn't exist so it should be created. > > The user has been created with e-mail address user at example.com mapping > to user name "user". > > Now the user sends e-mail from e-mail address user.example at gmail.com > which you map to the same user "user" with LDAP. That's not supported. > That would mean the same LDAP user has two e-mail addresses. > > You match users in LDAP using either of these attributes: > > 'attr_match_list' => [ > 'Name', > 'EmailAddress', > 'RealName', > ], > > If you don't have the gmail address in LDAP then it's probably the real > name which matches. With your configuration you can only have one RT > account for each real name. Thus if there is another "Mathew Snyder" > with a different e-mail address it gets rejected because again. > > You don't want RealName in attr_match_list unless you are sure that each > real name will only match to a single person with a single e-mail address. > I asked the person that is doing most of the grunt work to look into this. Rather than comment out the RealName setting under attr_match_list he commented it out under attr_map. This seems to have ad the same effect as it no longer creates a second account with the same real name as another that is in LDAP. I'm not entirely sure why RT should care about a person's actual name. The username is really all that is relevant. This seems to be a failure on the designers part, as far as I'm concerned. > > -Gerald > > > > > > > > On Feb 9, 2014 9:09 PM, "Gerald Vogt" > > wrote: > > > > On 10.02.2014 06:46, Mathew Snyder wrote: > > ... > > > [15816] [Fri Feb 7 05:29:01 2014] [debug]: Going to create user > with > > > address 'user.example at gmail.com > > >' > > > (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:100) > > ... > > > [15816] [Fri Feb 7 05:29:01 2014] [info]: > > > RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: > > > Autocreated on ticket submission, Disabled: , EmailAddress: > > > user at example.com > > >, Name: user, > > Password: , > > > Privileged: , RealName: User Example > > > > > > (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:685) > > > > If these logs are correct then the user has two or more email > addresses > > in LDAP and user at example.com is already in > > the RT database. The user > > sends from the second address user.example at gmail.com > > . This is not > > supported (yet). > > > > Users with multiple email addresses in LDAP are not supported (even > > though some docs say otherwise). We have just discussed this > recently. > > See this thread: > > > > > http://lists.bestpractical.com/pipermail/rt-users/2014-January/082549.html > > > > The user must use the email address in the RT database. Mails from > any > > other email address in LDAP is rejected because the user already > exists > > in the RT database. > > > > You may try to manually create a second RT user with the second email > > address and then use the MergeUser extension to merge the accounts. > > > > -Gerald > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From vogt at spamcop.net Tue Feb 11 02:20:44 2014 From: vogt at spamcop.net (Gerald Vogt) Date: Tue, 11 Feb 2014 08:20:44 +0100 Subject: [rt-users] Some external users not being AutoCreate'd In-Reply-To: References: <52F87AE0.9020808@spamcop.net> <52F8B440.1070908@spamcop.net> Message-ID: <52F9CF4C.9@spamcop.net> On 10.02.2014 22:12, Mathew Snyder wrote: > I asked the person that is doing most of the grunt work to look into > this. Rather than comment out the RealName setting under attr_match_list > he commented it out under attr_map. This seems to have ad the same If you do that RT won't set the real name from LDAP into the RT database. You won't see the real name unless the user sets it in preferences. The attr_map synchronizes data from LDAP into the RT database... > effect as it no longer creates a second account with the same real name > as another that is in LDAP. > > I'm not entirely sure why RT should care about a person's actual name. It doesn't. You have configured it this way. You made RT care about the real name. > The username is really all that is relevant. This seems to be a failure > on the designers part, as far as I'm concerned. It's in the documentation. You have to match the users in LDAP to the RT database somehow. You have to configure that. Not everyone wants to use the username. Some people use the email address. You have to configure it. You get what you configure. Gerald From jborissr at gmail.com Tue Feb 11 15:38:40 2014 From: jborissr at gmail.com (john boris) Date: Tue, 11 Feb 2014 15:38:40 -0500 Subject: [rt-users] Trying to get RT4.2.2 to use mysql and not sqllite3 In-Reply-To: <20140210183748.GC24554@jibsheet.com> References: <20140207164903.GT24554@jibsheet.com> <20140210183748.GC24554@jibsheet.com> Message-ID: Kevin, \I finally got things moving today. I had tried to do the install from the repositories which failed and thought I removed it when I tried to install from the source. So I went in and did a full removal of request-tracker4 through apt-get purge --ato-remove request-tracker4. I then retraced my steps in the install from source and after a failed install I found that the database had been installed somehow but not correct so I did a make dropdb and initialized the database. I got the opening page but no graphics so I figured there was something wrong. So I did some more reading of the errors and saw I did not configure the RT_SiteConfig.pm correctly. I fixed that (commented out the WebPath variable) and got it up and running. Thanks for all of the help. I ow just have to start building my queues but this time with less queues than my old install. The next hurdle will be getting rt-mailgate operating. On Mon, Feb 10, 2014 at 1:37 PM, Kevin Falcone wrote: > On Fri, Feb 07, 2014 at 12:30:45PM -0500, john boris wrote: > > Kevin, > > Thanks for the reply. I reran the script and selected mysql (which I > did originally) it had an > > error at the end and I had a choice to retry, abort, retry (skip > questions) so I said retry > > and it asked me the questions again and I answered as before and the > script ended without an > > error. I went into Mysql with phpmyadmin and the database was created > by when I go to the web > > address I now get > > > > * Config file /etc/request-tracker4/RT_SiteConfig.pm is locked > > > > I checked all of my windows and I don't have it opened anywhere. > > I restarted the server just in case but I still get the message. > > You would need to show the errors you get and show your RT log errors. > The RT_SiteConfig.pm being locked implies you ran but failed to > complete the Web Installer (or that the Debian installer uses this > behavior too). > > You could manually change permissions on that file, but I'd want to > know how it got to that state. > > -kevin > -- John J. Boris, Sr. Online Services www.onlinesvc.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From charlycr74 at yahoo.com.ar Tue Feb 11 19:28:11 2014 From: charlycr74 at yahoo.com.ar (charlycr74 at yahoo.com.ar) Date: Tue, 11 Feb 2014 16:28:11 -0800 (PST) Subject: [rt-users] Draft of messages Message-ID: <1392164891.75475.YahooMailNeo@web162605.mail.bf1.yahoo.com> Hi, Do you know if there is any extension that allows you to save messages when replying or commenting a ticket like a "draft" where you can go?back and forth an different tickets and send them when they are ready? RT 4.0.10 Thank you. Charly From mathew.snyder at gmail.com Tue Feb 11 21:58:42 2014 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Tue, 11 Feb 2014 16:58:42 -1000 Subject: [rt-users] Seeing strange error with RT 4.2.2 Message-ID: RT 4.2.2 CentOS 6.5 FastCGI 2.3.9-1 MySQL 5.1.71-1 I attempted to log into an instance of RT that I've been helping set up and found that it was throwing an internal server error. The log has the following entry on repeat [21896] [Wed Feb 12 02:47:47 2014] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:241) [21896] [Wed Feb 12 02:47:47 2014] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:16) I restarted httpd cleanly, but when I restarted mysqld it seems to have not been running. It started fine but the errors are still occurring and I'm still getting an internal server error. The MySQL log indicates when the server stops but not when it starts. I can telnet to port 3306 so I know MySQL is running. The httpd log has been showing read data timeout for mod_fcgid. When I am able to get the interface, I enter my credentials and the RT log indicates a successful login authenticating against LDAP. It fails to load RT at a glance, though, again, throwing the internal server error. Can anyone shed some light on this for me? -Mathew "When you do things right, people won't be sure you've done anything at all." - God; Futurama "We'll get along much better once you accept that you're wrong and neither am I." - Me -------------- next part -------------- An HTML attachment was scrubbed... URL: From norbking at live.com Wed Feb 12 08:11:43 2014 From: norbking at live.com (norman) Date: Wed, 12 Feb 2014 08:11:43 -0500 Subject: [rt-users] installing rt on debian Message-ID: Hello. I am new to linux and installing packages. Is there a good step by step guide on how to set up rt 4.2.2 on debian? I think i have done most of the install but always get stuck on the web server part of it. I will be using debian 7 with mysql and perl version 1.96. My web server will be apache 2 Also, is there a repository that always has the latest version? The difault debian repositorys only have version 4.0.7 Any help is appreciated. From paul.stead at zeninternet.co.uk Wed Feb 12 08:34:45 2014 From: paul.stead at zeninternet.co.uk (Paul Stead) Date: Wed, 12 Feb 2014 13:34:45 +0000 Subject: [rt-users] installing rt on debian In-Reply-To: References: Message-ID: <52FB7875.6000004@zeninternet.co.uk> Hi! The testing branch currently has 4.0.18 - http://packages.qa.debian.org/r/request-tracker4.html Nothing currently for 4.2.X We use the fastcgi version of RT - here's a snippet from my confs ----8<---- ServerAdmin webmaster at rt.mydomain.com DocumentRoot /usr/share/request-tracker4/html/ ServerName rt.mydomain.com Order allow,deny Allow from all Options +ExecCGI AddHandler fastcgi-script fcgi Include /etc/request-tracker4/apache2-fastcgi.conf ----8<---- /etc/request-tracker4/apache2-fastcgi.conf is included in the Debian package install. Paul On 12/02/14 13:11, norman wrote: Hello. I am new to linux and installing packages. Is there a good step by step guide on how to set up rt 4.2.2 on debian? I think i have done most of the install but always get stuck on the web server part of it. I will be using debian 7 with mysql and perl version 1.96. My web server will be apache 2 Also, is there a repository that always has the latest version? The difault debian repositorys only have version 4.0.7 Any help is appreciated. -- Paul Stead Systems Engineer, Zen Internet T: 01706 902009 -------------- next part -------------- An HTML attachment was scrubbed... URL: From dominic.hargreaves at it.ox.ac.uk Wed Feb 12 10:15:02 2014 From: dominic.hargreaves at it.ox.ac.uk (Dominic Hargreaves) Date: Wed, 12 Feb 2014 15:15:02 +0000 Subject: [rt-users] installing rt on debian In-Reply-To: <52FB7875.6000004@zeninternet.co.uk> References: <52FB7875.6000004@zeninternet.co.uk> Message-ID: <20140212151502.GB4628@squash.oucs.ox.ac.uk> And that 4.0.18 is also on wheezy-backports. 4.0.19 and 4.2.x is still to come - I have been delayed for various reasons but I'm hoping to get them out within the month. On Wed, Feb 12, 2014 at 01:34:45PM +0000, Paul Stead wrote: > Hi! > > The testing branch currently has 4.0.18 - http://packages.qa.debian.org/r/request-tracker4.html > > Nothing currently for 4.2.X > > We use the fastcgi version of RT - here's a snippet from my confs > > ----8<---- > > ServerAdmin webmaster at rt.mydomain.com > DocumentRoot /usr/share/request-tracker4/html/ > ServerName rt.mydomain.com > > Order allow,deny > Allow from all > Options +ExecCGI > AddHandler fastcgi-script fcgi > > Include /etc/request-tracker4/apache2-fastcgi.conf > > ----8<---- > > /etc/request-tracker4/apache2-fastcgi.conf is included in the Debian package install. > > Paul > > On 12/02/14 13:11, norman wrote: > Hello. > I am new to linux and installing packages. > Is there a good step by step guide on how to set up rt 4.2.2 on debian? > I think i have done most of the install but always get stuck on the web server part of it. > I will be using debian 7 with mysql and perl version 1.96. > My web server will be apache 2 > Also, is there a repository that always has the latest version? > The difault debian repositorys only have version 4.0.7 > Any help is appreciated. > > > -- > Paul Stead > Systems Engineer, Zen Internet > T: 01706 902009 > -- > RT Training London, March 19-20 and Dallas May 20-21 > http://bestpractical.com/training -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford, 13 Banbury Road, Oxford, OX2 6NN -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: Digital signature URL: From ethan.hohensee at live.com Wed Feb 12 10:46:17 2014 From: ethan.hohensee at live.com (Ethan Hohensee) Date: Wed, 12 Feb 2014 07:46:17 -0800 (PST) Subject: [rt-users] User Created Scrip Won't Run On Create Message-ID: <1392219976997-56616.post@n7.nabble.com> I'm having some issues getting a scrip I wrote to run in RT 4.2.2. I am attempting to populate some custom fields from XML in an email submitted ticket but in the process of troubleshooting, I noticed that the scrip itself was not being traversed when email tickets are being submitted. The tickets are created and the autoreply goes out just fine, but my scrip with the same On Create condition does not execute. These are the debug logs showing the scrips that run On Create and the code for my custom Scrip, which is number 16. * Debug Logs:* /Feb 11 16:16:30 vector RT: [22799] #105/703 - Scrip 7 On Create Autoreply To Requestors Feb 11 16:16:30 vector RT: [22799] sent To: ***************** Feb 11 16:16:30 vector RT: [22799] #105/703 - Scrip 8 On Create Notify Owner and AdminCcs Feb 11 16:16:30 vector RT: [22799] No recipients found. Not sending. Feb 11 16:16:30 vector RT: [22799] #105/703 - Scrip 9 On Create Notify Ccs Feb 11 16:16:30 vector RT: [22799] No recipients found. Not sending. Feb 11 16:16:30 vector RT: [22799] #105/703 - Scrip 10 On Create Notify Other Recipients Feb 11 16:16:30 vector RT: [22799] No recipients found. Not sending. Feb 11 16:16:30 vector RT: [22799] Ticket 105 created in queue 'DMCA' by **************/ *Scrip:* Conditon: On Create Action: User Defined Template: Blank User Defined Conditions and Results: Custom Conditon: Custom Action Preperation Code: /return 1;/ Custom Action Commit Code: /# Get the current transaction and ticket objects my $transaction = $self->TransactionObj; my $ticket = $self->TicketObj; # Create the Custom Field and specify the name my $cf_obj = RT::CustomField->new($RT::SystemUser); my $cf_name = "Case ID"; my $content = $transaction->Content; my $cf_value = $content =~ /(.*)<\/ID>/; RT::Logger->debug($cf_value); #RT::Logger->debug($cf_obj->Name); $cf_obj->LoadByName(Name=>$cf_name); $ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value); return 1; / I have tried to simply put "return 1;" in both the prep and commit code and still haven't had any luck getting this scrip to run. I am not really concerned with the parsing logic at this point, I would just like to get it to trigger On Create. Here is the alias I am using to submit my tickets via the local PostFix install: /dmcanotices: "|/opt/rt4/bin/rt-mailgate --queue DMCA --action correspond --url https://192.168.160.xxx"/ Any help anyone can provide would be greatly appreciated. I am entering day 3 of this issue, and I'm out of ideas. -- View this message in context: http://requesttracker.8502.n7.nabble.com/User-Created-Scrip-Won-t-Run-On-Create-tp56616.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Wed Feb 12 11:34:09 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 12 Feb 2014 11:34:09 -0500 Subject: [rt-users] Draft of messages In-Reply-To: <1392164891.75475.YahooMailNeo@web162605.mail.bf1.yahoo.com> References: <1392164891.75475.YahooMailNeo@web162605.mail.bf1.yahoo.com> Message-ID: <20140212163409.GA38613@jibsheet.com> On Tue, Feb 11, 2014 at 04:28:11PM -0800, charlycr74 at yahoo.com.ar wrote: > Do you know if there is any extension that allows you to save > messages when replying or commenting a ticket like a "draft" where > you can go?back and forth an different tickets and send them when > they are ready? First hit for drafts on metacpan.org is https://metacpan.org/search?q=drafts RT::Extension::Drafts - The author is an active RT developer, I don't know which versions it supports. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed Feb 12 11:35:42 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 12 Feb 2014 11:35:42 -0500 Subject: [rt-users] Seeing strange error with RT 4.2.2 In-Reply-To: References: Message-ID: <20140212163542.GB38613@jibsheet.com> On Tue, Feb 11, 2014 at 04:58:42PM -1000, Mathew Snyder wrote: > I attempted to log into an instance of RT that I've been helping set up and found that it was > throwing an internal server error. > The log has the following entry on repeat Those are debug messages telling you that RT::Authen::ExternalAuth is probably misconfigured. > The httpd log has been showing read data timeout for mod_fcgid. > When I am able to get the interface, I enter my credentials and the RT log indicates a > successful login authenticating against LDAP. It fails to load RT at a glance, though, again, > throwing the internal server error. > Can anyone shed some light on this for me? Unfortunately, you need an error message, not the debug messages. If you're getting read data timeouts from the fast cgi interface, try running RT standalone or manually run the fcgi server to sort out your error. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From training at bestpractical.com Wed Feb 12 13:01:04 2014 From: training at bestpractical.com (Talena Gandy) Date: Wed, 12 Feb 2014 13:01:04 -0500 Subject: [rt-users] [rt-announce] Best Practical's First RT Training of 2014- Featuring RT 4.2! Message-ID: <3D55783A-74EA-4BAF-BC37-39EDA02FF8B7@bestpractical.com> Greetings! Our first training for 2014 will take place in London, England on March 19-20. As we like to keep class sizes relatively intimate, register soon or we may not be able to guarantee you a seat. If you can't make London, we will have upcoming trainings this year in Dallas, Texas and Boston, Massachusetts. Please let us know at training at bestpractical.com if you're interested in these other trainings, or if you have a suggestion for where we should hold one. This training will introduce you to the new features in RT 4.2 as part of a comprehensive overview of RT. Whether you're an old hand at RT or a recent convert, you'll have a good understanding of all of RT's features and functionality by the end of the session. The first day starts off with a tour of RT's web interface and continues with a detailed exploration and explanation of RT's functionality, aimed at non-programmer RT administrators. We'll walk through setting up a common helpdesk configuration, from rights management, constructing workflows and notifications, and the basics of Lifecycles. The second day of training picks up with server-side RT administration and dives into what you need to safely customize and extend RT. We'll cover upgrading and deploying RT, database tuning, advanced Lifecycle configurations, writing tools with RT's API, building an extension, and demonstrate how to extensibly alter the web UI and internal functions. It goes without saying that you'll get the most out of training if you attend both days of the course, but we've designed the material so that you can step out after the first day with a dramatically improved understanding of how to use RT or show up on the second day and get quickly up to speed on how to make RT do your bidding. For both days, the cost is USD $1,495. Single days are USD $995. Each class includes training materials, a continental breakfast, and snacks (lunch is not provided). If you'd like to pay with Visa, MasterCard or Discover, please visit Best Practical's online store. Unfortunately we are unable to accept American Express or PayPal. If you'd prefer to pay with a purchase order, please email us at training at bestpractical.com. Be sure to include: If you want to attend both days or a single day Full names and email addresses of attendees Please contact us at training at bestpractical.com for discounted pricing if you are from an academic institution or if you'd like to send more than 3 people. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From jason.hubbard at circles.com Wed Feb 12 13:54:17 2014 From: jason.hubbard at circles.com (j.hubbard) Date: Wed, 12 Feb 2014 10:54:17 -0800 (PST) Subject: [rt-users] How to change the display of Date Time Custom field in Email Message-ID: <1392231257464-56622.post@n7.nabble.com> Hi, I have searched around for a while now and cannot find an answer so far. I have a DateTime Custom field called "Effective". The value of this field is sent out in emails on ticket creation. So far I have changed settings in RT_SiteConfig for $DateTimeFormat and $DateDayBeforeMonth but those don't affect the output in emails at all. The output I see looks like 'yyyy-mm-dd hr:min:sec'. I want it in 'mm-dd-yyy hr:min:sec'. Below is my template followed by an example email I receive. Any help on how to get the template to change the way the date is sent in email would be very much appreciated. Everything else in the template is working as needed. Thank you --begin template-- Content-Type: text/html To: example at example.com Subject: {my $s=($Transaction->Subject||$Ticket->Subject||""); $s =~ s/\[Comment\]\s*//g; $s =~ s/^Re:\s*//i; $s;} Alert - {$Ticket->FirstCustomFieldValue('Site');} RT-Attach-Message: yes *New Termination Notification.*

{$Transaction->Content() eq 'This transaction appears to have no content' ? '' : $Transaction->Content(); }
*Employee:*      {$Ticket->FirstCustomFieldValue('Employee');}
*Effective:*       {$Ticket->FirstCustomFieldValue('Effective');}
*Term Type:*       {$Ticket->FirstCustomFieldValue('Term Type');}
*Role:*              {$Ticket->FirstCustomFieldValue('Role');}
*Role Detail:*   {$Ticket->FirstCustomFieldValue('Role Detail');}
*Site:*                {$Ticket->FirstCustomFieldValue('Site');}
*Requestors:*    {$Ticket->RequestorAddresses}
*Ticket:*            {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id}


--end template-- --begin email example-- New Termination Notification. testing 123 Employee: Joe Somebody Effective: 2014-02-19 15:35:00 Term Type: Type 1 Role: Other Role Detail: Test Site: New Mexico Requestors: someone at example.com Ticket: http://test-rt.company.local/Ticket/Display.html?id=9733 --end email example-- -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-to-change-the-display-of-Date-Time-Custom-field-in-Email-tp56622.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From takase at axlbit.net Wed Feb 12 22:48:59 2014 From: takase at axlbit.net (Hajime Takase) Date: Thu, 13 Feb 2014 12:48:59 +0900 Subject: [rt-users] How can I assign some users to Administrator? Message-ID: Hello,guys. My question might be too ridiculous but I still could not understand what is 'Administrator' means in RT.How can I assign some privileged-users(staff) to Administrator? Does Administrator means 'SuperUser'? http://requesttracker.wikia.com/wiki/SuperUser If so, then what is the point of fixing the rights of Administrator when he or she have the global rights to do anything? By the way, I'm using 4.2 version. Sincerely, Hajime -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: WhatIsAdminstrators.png Type: image/png Size: 49210 bytes Desc: not available URL: From uglobster at gmail.com Thu Feb 13 01:05:43 2014 From: uglobster at gmail.com (Arkady Glazov) Date: Thu, 13 Feb 2014 10:05:43 +0400 Subject: [rt-users] How search text in tickets Content? Message-ID: Hi, Please help make search on ticket body. The first i try search by add in where field next text " content like 'something' " - not work. Nothing not found . I look to RT Wiki and find portlet http://requesttracker.wikia.com/wiki/Full_Text_Search_Portlet. My home page changed, but no find any string. I try search only digit with same result. How i can search anything in content filed? All my tickets in russian language. DB Postgres with UTF-8 encoding. OS Linux Debian. -- Best regards, Arkady Glazov http://globster.ru -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Thu Feb 13 03:49:58 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 13 Feb 2014 09:49:58 +0100 Subject: [rt-users] Draft of messages In-Reply-To: <20140212163409.GA38613@jibsheet.com> References: <1392164891.75475.YahooMailNeo@web162605.mail.bf1.yahoo.com> <20140212163409.GA38613@jibsheet.com> Message-ID: <20140213084958.GA6228@easter-eggs.com> On Wed, Feb 12, 2014 at 11:34:09AM -0500, Kevin Falcone wrote: > On Tue, Feb 11, 2014 at 04:28:11PM -0800, charlycr74 at yahoo.com.ar wrote: > > Do you know if there is any extension that allows you to save > > messages when replying or commenting a ticket like a "draft" where > > you can go?back and forth an different tickets and send them when > > they are ready? > > First hit for drafts on metacpan.org is > https://metacpan.org/search?q=drafts > RT::Extension::Drafts - The author is an active RT developer, I don't > know which versions it supports. > it works on 4.0.x. I'll upgrade it for 4.2, unfortunatly not before three weeks. -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From marko.cupac at mimar.rs Thu Feb 13 05:05:02 2014 From: marko.cupac at mimar.rs (Marko =?UTF-8?B?Q3VwYcSH?=) Date: Thu, 13 Feb 2014 11:05:02 +0100 Subject: [rt-users] QueueSummaryByLifecycle warning Message-ID: <20140213110502.82787936dee7aade95c426a1@mimar.rs> Hi, I am using rt-4.2.2 on FreeBSD 9.2-RELEASE-p3 amd64 in apache22 fastcgi mode and mysql. Its history goes from early 4.0.X, and originally it was configured to use mod_perl, but i switched to fastcgi because of apache segmentation faults described here: http://www.gossamer-threads.com/lists/rt/users/120562?do=post_view_threaded#120562 Now I see the following in log: [10853] [Thu Feb 13 09:53:35 2014] [warning]: Use of uninitialized value in lc at /usr/local/share/rt42/html/Elements/QueueSummaryByLifecycle line 131. (/usr/local/share/rt42/html/Elements/QueueSummaryByLifecycle:131) [10853] [Thu Feb 13 09:53:35 2014] [warning]: Use of uninitialized value in lc at /usr/local/share/rt42/html/Elements/QueueSummaryByLifecycle line 66. (/usr/local/share/rt42/html/Elements/QueueSummaryByLifecycle:66) [1726] [Thu Feb 13 09:53:50 2014] [warning]: Use of uninitialized value in lc at /usr/local/share/rt42/html/Elements/QueueSummaryByLifecycle line 131. (/usr/local/share/rt42/html/Elements/QueueSummaryByLifecycle:131) [1726] [Thu Feb 13 09:53:50 2014] [warning]: Use of uninitialized value in lc at /usr/local/share/rt42/html/Elements/QueueSummaryByLifecycle line 66. (/usr/local/share/rt42/html/Elements/QueueSummaryByLifecycle:66) [10853] [Thu Feb 13 09:53:52 2014] [warning]: Use of uninitialized value in lc at /usr/local/share/rt42/html/Elements/QueueSummaryByLifecycle line 131. (/usr/local/share/rt42/html/Elements/QueueSummaryByLifecycle:131) [10853] [Thu Feb 13 09:53:52 2014] [warning]: Use of uninitialized value in lc at /usr/local/share/rt42/html/Elements/QueueSummaryByLifecycle line 66. (/usr/local/share/rt42/html/Elements/QueueSummaryByLifecycle:66) I haven't encountered any problem in functionality. Should I be worried about this? -- Marko Cupa? From ymarinov at neterra.net Thu Feb 13 05:29:24 2014 From: ymarinov at neterra.net (Yavor Marinov) Date: Thu, 13 Feb 2014 12:29:24 +0200 Subject: [rt-users] rt-mailgate +getmail issue Message-ID: <52FC9E84.7030306@neterra.net> Hello, i have the following configs for getmail: create a ticket to address request at company.com: arguments = ("--url", "https://localhost", "--queue", "Internal-IT", "--action", "correspond",) comment to a ticket to address request-comment at company.com: arguments = ("--url", "https://localhost", "--queue", "Internal-IT", "--action", "comment",) everything works as it should be, but the following is annoying our colleagues, and I need to fix it. So, if someone create a ticket via email, the ticket is getting into the queue correctly and the members of the group (responsible for the queue) are getting mail from RT with subject: [XXXXXX] Subject of the email which is send to corresponding email. Once anyone tried to reply via email (e.g. reply from their email client - subject changes to Re: [XXXXX] ....) the reply isn't inserted in the correct ticket, but instead RT creates a new ticket with subject "Re: [XXXXX]....." If they reply and remove the "Re:" and leave subject as in RT the comment is properly added to the ticket. Summed up - getmail and rt-mailgate are working properly - the only problem is the subject, and what should i modify in order RT to lookup into the Subject field even if "Re:" is supplied. Any help will be much appreciated! From uglobster at gmail.com Thu Feb 13 07:25:29 2014 From: uglobster at gmail.com (Arkady Glazov) Date: Thu, 13 Feb 2014 16:25:29 +0400 Subject: [rt-users] Wrong time in ticket history Message-ID: Hi, My system time zone set to Europe/Moscow (UTC + 4). But when i look ticket history all times show as UTC -5. How i can set correct time zone to RT ? -- Best regards, Arkady Glazov http://globster.ru -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Feb 13 09:43:33 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Feb 2014 09:43:33 -0500 Subject: [rt-users] How to change the display of Date Time Custom field in Email In-Reply-To: <1392231257464-56622.post@n7.nabble.com> References: <1392231257464-56622.post@n7.nabble.com> Message-ID: <20140213144333.GA6350@jibsheet.com> On Wed, Feb 12, 2014 at 10:54:17AM -0800, j.hubbard wrote: > I have a DateTime Custom field called "Effective". The value of this field > is sent out in emails on ticket creation. > > So far I have changed settings in RT_SiteConfig for $DateTimeFormat and > $DateDayBeforeMonth but those don't affect the output in emails at all. Those change RT's display of dates. They're not going to change custom code that you write. > *Effective:*       {$Ticket->FirstCustomFieldValue('Effective');}
FirstCustomFieldValue returns the raw value of the custom field. If you want it formatted, you need to use RT::Date. Here is how the web frontend does it. https://github.com/bestpractical/rt/blob/stable/share/html/Elements/ShowCustomFieldDate#L49 $Object->Content is basically the same for you as what you get back from FirstCustomFieldValue. Read about RT::Date here http://bestpractical.com/docs/rt/latest/RT/Date.html You're probably most concerned with the Output formatters so you either override or use the one you specified in the config. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Feb 13 09:44:41 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Feb 2014 09:44:41 -0500 Subject: [rt-users] How can I assign some users to Administrator? In-Reply-To: References: Message-ID: <20140213144441.GB6350@jibsheet.com> On Thu, Feb 13, 2014 at 12:48:59PM +0900, Hajime Takase wrote: > My question might be too ridiculous but I still could not > understand what is 'Administrator' means in RT.How can > I assign some privileged-users(staff) to Administrator? > Does Administrator means 'SuperUser'? [1]http://requesttracker.wikia.com/wiki/SuperUser > If so, then what is the point of fixing the rights of Administrator > when he or she have the global rights to do anything? > By the way, I'm using 4.2 version. Your screenshot points to the tab labeled Administrators in the rights UI. These are merely Rights we suggest might be useful to users who Administer your system. This is to avoid having a huge long list, instead it is broken into three "chunks". If you grant someone SuperUser, they don't need any other rights. However, it's quite logical to give users Administrator level rights that aren't the complete SuperUser right. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Feb 13 09:45:29 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Feb 2014 09:45:29 -0500 Subject: [rt-users] How search text in tickets Content? In-Reply-To: References: Message-ID: <20140213144529.GC6350@jibsheet.com> On Thu, Feb 13, 2014 at 10:05:43AM +0400, Arkady Glazov wrote: > Please help make search on ticket body. > The first i try search by add in where field next text " content like 'something' " - not > work. Nothing not found . I look to RT Wiki and find portlet > [1]http://requesttracker.wikia.com/wiki/Full_Text_Search_Portlet. My home page changed, but no > find any string. I try search only digit with same result. > How i can search anything in content filed? > All my tickets in russian language. DB Postgres with UTF-8 encoding. OS Linux Debian. Why are you trying extensions instead of enabling RT's full text search, which is really easy on Postgres? http://bestpractical.com/docs/rt/latest/full_text_indexing.html -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From ymarinov at neterra.net Thu Feb 13 09:47:42 2014 From: ymarinov at neterra.net (Yavor Marinov) Date: Thu, 13 Feb 2014 16:47:42 +0200 Subject: [rt-users] rt-mailgate +getmail issue In-Reply-To: <52FC9E84.7030306@neterra.net> References: <52FC9E84.7030306@neterra.net> Message-ID: <52FCDB0E.1060409@neterra.net> I've manage to solve this with RT-Interface-Email-Filter-CheckMessageId extension. On 02/13/2014 12:29 PM, Yavor Marinov wrote: > Hello, > > i have the following configs for getmail: > > create a ticket to address request at company.com: > arguments = ("--url", "https://localhost", "--queue", "Internal-IT", > "--action", "correspond",) > > comment to a ticket to address request-comment at company.com: > arguments = ("--url", "https://localhost", "--queue", "Internal-IT", > "--action", "comment",) > > everything works as it should be, but the following is annoying our > colleagues, and I need to fix it. So, if someone create a ticket via > email, the ticket is getting into the queue correctly and the members > of the group (responsible for the queue) are getting mail from RT with > subject: > > [XXXXXX] Subject of the email which is send to corresponding email. > > Once anyone tried to reply via email (e.g. reply from their email > client - subject changes to Re: [XXXXX] ....) the reply isn't inserted > in the correct ticket, but instead RT creates a new ticket with > subject "Re: [XXXXX]....." > > If they reply and remove the "Re:" and leave subject as in RT the > comment is properly added to the ticket. > Summed up - getmail and rt-mailgate are working properly - the only > problem is the subject, and what should i modify in order RT to lookup > into the Subject field even if "Re:" is supplied. > > Any help will be much appreciated! > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Feb 13 09:50:43 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Feb 2014 09:50:43 -0500 Subject: [rt-users] User Created Scrip Won't Run On Create In-Reply-To: <1392219976997-56616.post@n7.nabble.com> References: <1392219976997-56616.post@n7.nabble.com> Message-ID: <20140213145043.GD6350@jibsheet.com> On Wed, Feb 12, 2014 at 07:46:17AM -0800, Ethan Hohensee wrote: > I'm having some issues getting a scrip I wrote to run in RT 4.2.2. I am > attempting to populate some custom fields from XML in an email submitted > ticket but in the process of troubleshooting, I noticed that the scrip > itself was not being traversed when email tickets are being submitted. The > tickets are created and the autoreply goes out just fine, but my scrip with > the same On Create condition does not execute. These are the debug logs > showing the scrips that run On Create and the code for my custom Scrip, > which is number 16. A deficiency in the RT logging infrastructure causes non-email-sending Scrips to not be logged as well as those that send email. > Conditon: On Create > Action: User Defined > Template: Blank > > User Defined Conditions and Results: > Custom Conditon: > Custom Action Preperation Code: /return 1;/ > Custom Action Commit Code: > I have tried to simply put "return 1;" in both the prep and commit code and > still haven't had any luck getting this scrip to run. I am not really > concerned with the parsing logic at this point, I would just like to get it > to trigger On Create. Here is the alias I am using to submit my tickets via > the local PostFix install: Instead of putting return 1; which will cause the Scrip to do nothing, make the Custom Action Prepare be RT->Logger->error("Preparing custom scrip"); return1; and a similar message in the commit, and ensure that the Condition is On Create. If you're really not seeing error messages from that, then something is quite wrong. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Feb 13 09:52:47 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Feb 2014 09:52:47 -0500 Subject: [rt-users] QueueSummaryByLifecycle warning In-Reply-To: <20140213110502.82787936dee7aade95c426a1@mimar.rs> References: <20140213110502.82787936dee7aade95c426a1@mimar.rs> Message-ID: <20140213145247.GE6350@jibsheet.com> On Thu, Feb 13, 2014 at 11:05:02AM +0100, Marko Cupa? wrote: > [10853] [Thu Feb 13 09:53:35 2014] [warning]: Use of uninitialized > value in lc > at /usr/local/share/rt42/html/Elements/QueueSummaryByLifecycle line > 131. (/usr/local/share/rt42/html/Elements/QueueSummaryByLifecycle:131) > [10853] [Thu Feb 13 09:53:35 2014] [warning]: Use of uninitialized > value in lc > at /usr/local/share/rt42/html/Elements/QueueSummaryByLifecycle line 66. > > I haven't encountered any problem in functionality. Should I be worried > about this? This implies your database doesn't have correct Lifecycles on Queues. show: select Name, Lifecycle from Queues; -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Feb 13 09:53:38 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Feb 2014 09:53:38 -0500 Subject: [rt-users] Wrong time in ticket history In-Reply-To: References: Message-ID: <20140213145338.GF6350@jibsheet.com> On Thu, Feb 13, 2014 at 04:25:29PM +0400, Arkady Glazov wrote: > My system time zone set to Europe/Moscow (UTC + 4). But when i look ticket history all times > show as UTC -5. How i can set correct time zone to RT ? When you say System Time Zone, do you mean the server's timezone? What have you set RT's timezone to be? http://bestpractical.com/docs/rt/latest/RT_Config.html#Timezone -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Feb 13 10:13:08 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Feb 2014 10:13:08 -0500 Subject: [rt-users] rt-mailgate +getmail issue In-Reply-To: <52FCDB0E.1060409@neterra.net> References: <52FC9E84.7030306@neterra.net> <52FCDB0E.1060409@neterra.net> Message-ID: <20140213151308.GG6350@jibsheet.com> On Thu, Feb 13, 2014 at 04:47:42PM +0200, Yavor Marinov wrote: > I've manage to solve this with [1]RT-Interface-Email-Filter-CheckMessageId extension. I'm glad that this fixed your issues, however for the archives, RT works just fine and has for years with the subject tag (the [XXXXXX] part) being anywhere in the subject. Usually this points to a misconfiguration in RT's rtname, the regexp that understands it or Queue level subject tags. But since you didn't provide enough information about that, we can't even guess. -kevin > On 02/13/2014 12:29 PM, Yavor Marinov wrote: > > Hello, > > i have the following configs for getmail: > > create a ticket to address [2]request at company.com: > arguments = ("--url", [3]"https://localhost", "--queue", "Internal-IT", "--action", > "correspond",) > > comment to a ticket to address [4]request-comment at company.com: > arguments = ("--url", [5]"https://localhost", "--queue", "Internal-IT", "--action", > "comment",) > > everything works as it should be, but the following is annoying our colleagues, and I need > to fix it. So, if someone create a ticket via email, the ticket is getting into the queue > correctly and the members of the group (responsible for the queue) are getting mail from RT > with subject: > > [XXXXXX] Subject of the email which is send to corresponding email. > > Once anyone tried to reply via email (e.g. reply from their email client - subject changes > to Re: [XXXXX] ....) the reply isn't inserted in the correct ticket, but instead RT creates > a new ticket with subject "Re: [XXXXX]....." > > If they reply and remove the "Re:" and leave subject as in RT the comment is properly added > to the ticket. > Summed up - getmail and rt-mailgate are working properly - the only problem is the subject, > and what should i modify in order RT to lookup into the Subject field even if "Re:" is > supplied. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Feb 13 10:15:59 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Feb 2014 10:15:59 -0500 Subject: [rt-users] rt command error In-Reply-To: References: Message-ID: <20140213151559.GH6350@jibsheet.com> On Mon, Feb 10, 2014 at 07:21:18PM +0000, Xin, Qiao wrote: > Hi, > We upgraded rt from 4.0.5 to 4.0.17 and rt command line client failed after the upgrading. > # /opt/rt/bin/rt ls 18990 > Query:id=18990 > Strong encryption not available, switched off by externalauth=0 > Password will be sent to rt.mydomin.com over SSL > Press CTRL-C now if you do not want to continue > Password: > rt: Server error: Can't connect to rt.mydomin.com:443 (certificate verify failed) (500) > We are using self-signed certificate for the site. Please advise. Presumably as part of this upgrade, you installed a newer LWP module and are affected by this change: https://metacpan.org/source/GAAS/libwww-perl-6.05/Changes#L120 RT itself documents how to work around this for the rt-mailgate http://bestpractical.com/docs/rt/4.0/rt-mailgate.html#OPTIONS (search for ssl). You may want to set the environment variable documented in the Changes above, or teach your Linux system how to validate your self signed certificate. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From uglobster at gmail.com Thu Feb 13 10:36:54 2014 From: uglobster at gmail.com (Arkady Glazov) Date: Thu, 13 Feb 2014 19:36:54 +0400 Subject: [rt-users] How search text in tickets Content? In-Reply-To: <20140213144529.GC6350@jibsheet.com> References: <20140213144529.GC6350@jibsheet.com> Message-ID: Thank's. I fogot make sbin/rt-fulltext-indexer --all Now full text search work to me -- Best regards, Arkady Glazov http://globster.ru 2014-02-13 18:45 GMT+04:00 Kevin Falcone : > On Thu, Feb 13, 2014 at 10:05:43AM +0400, Arkady Glazov wrote: > > Please help make search on ticket body. > > The first i try search by add in where field next text " content like > 'something' " - not > > work. Nothing not found . I look to RT Wiki and find portlet > > [1]http://requesttracker.wikia.com/wiki/Full_Text_Search_Portlet. My > home page changed, but no > > find any string. I try search only digit with same result. > > How i can search anything in content filed? > > All my tickets in russian language. DB Postgres with UTF-8 encoding. > OS Linux Debian. > > Why are you trying extensions instead of enabling RT's full text > search, which is really easy on Postgres? > > http://bestpractical.com/docs/rt/latest/full_text_indexing.html > > -kevin > > -- > RT Training London, March 19-20 and Dallas May 20-21 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From uglobster at gmail.com Thu Feb 13 10:41:16 2014 From: uglobster at gmail.com (Arkady Glazov) Date: Thu, 13 Feb 2014 19:41:16 +0400 Subject: [rt-users] Wrong time in ticket history In-Reply-To: <20140213145338.GF6350@jibsheet.com> References: <20140213145338.GF6350@jibsheet.com> Message-ID: Sorry, but i have set in my RT_SiteConfig.pm as Set( $TimeZone, 'Europe/Moscow'); and wrong time display in all forms -- Best regards, Arkady Glazov http://globster.ru 2014-02-13 18:53 GMT+04:00 Kevin Falcone : > On Thu, Feb 13, 2014 at 04:25:29PM +0400, Arkady Glazov wrote: > > My system time zone set to Europe/Moscow (UTC + 4). But when i look > ticket history all times > > show as UTC -5. How i can set correct time zone to RT ? > > When you say System Time Zone, do you mean the server's timezone? > What have you set RT's timezone to be? > > http://bestpractical.com/docs/rt/latest/RT_Config.html#Timezone > > -kevin > > -- > RT Training London, March 19-20 and Dallas May 20-21 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ethan.hohensee at live.com Thu Feb 13 10:46:35 2014 From: ethan.hohensee at live.com (Ethan Hohensee) Date: Thu, 13 Feb 2014 07:46:35 -0800 (PST) Subject: [rt-users] User Created Scrip Won't Run On Create In-Reply-To: <20140213145043.GD6350@jibsheet.com> References: <1392219976997-56616.post@n7.nabble.com> <20140213145043.GD6350@jibsheet.com> Message-ID: <1392306395802-56640.post@n7.nabble.com> I've seen examples online of people calling the logger using the /RT::Logger->error command/, but you are recommending using /RT->Logger->error/. Which of these is the correct way to call the logger? I've been trying logging statements and neither of the methods above add anything to the debug logs. In my RT_SiteConfig.pm, I have this statement: /Set($LogToSyslog , 'debug');/ Does debug function as a catch all for error, info, critical, warning, etc.? My Scrip is applied to the queue that I am sending to, and supposed to run at the TransactionCreate Stage. At this point, I am fairly certain that I have everything correct on the front end and I am starting to look for issues in my web stack. I am using Apache 2.2.15-29 and mod_perl-2.0.4-10. -- View this message in context: http://requesttracker.8502.n7.nabble.com/User-Created-Scrip-Won-t-Run-On-Create-tp56616p56640.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Thu Feb 13 11:21:14 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Feb 2014 11:21:14 -0500 Subject: [rt-users] User Created Scrip Won't Run On Create In-Reply-To: <1392306395802-56640.post@n7.nabble.com> References: <1392219976997-56616.post@n7.nabble.com> <20140213145043.GD6350@jibsheet.com> <1392306395802-56640.post@n7.nabble.com> Message-ID: <20140213162114.GI6350@jibsheet.com> On Thu, Feb 13, 2014 at 07:46:35AM -0800, Ethan Hohensee wrote: > I've seen examples online of people calling the logger using the > /RT::Logger->error command/, but you are recommending using > /RT->Logger->error/. Which of these is the correct way to call the logger? They're equivalent > I've been trying logging statements and neither of the methods above add > anything to the debug logs. In my RT_SiteConfig.pm, I have this statement: > > /Set($LogToSyslog , 'debug');/ > Does debug function as a catch all for error, info, critical, warning, etc.? Yes. https://metacpan.org/pod/Log::Dispatch#LOG-LEVELS > My Scrip is applied to the queue that I am sending to, and supposed to run > at the TransactionCreate Stage. At this point, I am fairly certain that I > have everything correct on the front end and I am starting to look for > issues in my web stack. I am using Apache 2.2.15-29 and mod_perl-2.0.4-10. A TransactionCreate Scrip with On Create User Defined Blank Custom Prepare RT->Logger->error("Preparing!"); return 1; Custom Commit RT->Logger->error("Committing!"); return 1; Logs my two messages to the log [34474] [Thu Feb 13 16:17:06 2014] [error]: Preparing! ((eval 633):1) [34474] [Thu Feb 13 16:17:06 2014] [error]: Committing! ((eval 637):1) Since you're running 4.2, go to Admin -> Tools -> System Configuration and read the Logging box and ensure you're reading the correct logs. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Feb 13 11:22:12 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Feb 2014 11:22:12 -0500 Subject: [rt-users] Wrong time in ticket history In-Reply-To: References: <20140213145338.GF6350@jibsheet.com> Message-ID: <20140213162212.GJ6350@jibsheet.com> On Thu, Feb 13, 2014 at 07:41:16PM +0400, Arkady Glazov wrote: > 2014-02-13 18:53 GMT+04:00 Kevin Falcone : > > > On Thu, Feb 13, 2014 at 04:25:29PM +0400, Arkady Glazov wrote: > > > My system time zone set to Europe/Moscow (UTC + 4). But when i look > > ticket history all times > > > show as UTC -5. How i can set correct time zone to RT ? > > > > When you say System Time Zone, do you mean the server's timezone? > > What have you set RT's timezone to be? > > > > http://bestpractical.com/docs/rt/latest/RT_Config.html#Timezone > > > Sorry, but i have set in my RT_SiteConfig.pm as > > Set( $TimeZone, 'Europe/Moscow'); > > and wrong time display in all forms Are you running mod_perl? http://bestpractical.com/docs/rt/latest/web_deployment.html#mod_perl-2.xx See the WARNING -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From uglobster at gmail.com Thu Feb 13 11:28:03 2014 From: uglobster at gmail.com (Arkady Glazov) Date: Thu, 13 Feb 2014 20:28:03 +0400 Subject: [rt-users] Wrong time in ticket history In-Reply-To: <20140213162212.GJ6350@jibsheet.com> References: <20140213145338.GF6350@jibsheet.com> <20140213162212.GJ6350@jibsheet.com> Message-ID: No. My RT work under APache 2 with mod_fastcgi -- Best regards, Arkady Glazov http://globster.ru 2014-02-13 20:22 GMT+04:00 Kevin Falcone : > On Thu, Feb 13, 2014 at 07:41:16PM +0400, Arkady Glazov wrote: > > 2014-02-13 18:53 GMT+04:00 Kevin Falcone : > > > > > On Thu, Feb 13, 2014 at 04:25:29PM +0400, Arkady Glazov wrote: > > > > My system time zone set to Europe/Moscow (UTC + 4). But when i > look > > > ticket history all times > > > > show as UTC -5. How i can set correct time zone to RT ? > > > > > > When you say System Time Zone, do you mean the server's timezone? > > > What have you set RT's timezone to be? > > > > > > http://bestpractical.com/docs/rt/latest/RT_Config.html#Timezone > > > > > Sorry, but i have set in my RT_SiteConfig.pm as > > > > Set( $TimeZone, 'Europe/Moscow'); > > > > and wrong time display in all forms > > Are you running mod_perl? > http://bestpractical.com/docs/rt/latest/web_deployment.html#mod_perl-2.xx > See the WARNING > > -kevin > > -- > RT Training London, March 19-20 and Dallas May 20-21 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ethan.hohensee at live.com Thu Feb 13 13:24:38 2014 From: ethan.hohensee at live.com (Ethan Hohensee) Date: Thu, 13 Feb 2014 10:24:38 -0800 (PST) Subject: [rt-users] User Created Scrip Won't Run On Create In-Reply-To: <20140213162114.GI6350@jibsheet.com> References: <1392219976997-56616.post@n7.nabble.com> <20140213145043.GD6350@jibsheet.com> <1392306395802-56640.post@n7.nabble.com> <20140213162114.GI6350@jibsheet.com> Message-ID: <1392315878973-56644.post@n7.nabble.com> Out of curiosity, I went in and changed the Syslog debugging variable to 'error' instead of 'debug' and then add these lines to the prep and commit code of my script: /RT::Logger->error("Entering the prep phase"); return 1;/ and /RT::Logger->error("Entering the Commit Phase");/ Both showed up in //var/log/messages/! / Feb 13 11:29:29 vector RT: [30288] Entering the prep phase Feb 13 11:29:29 vector RT: [30288] Entering the Commit Phase/ Debug does not seem to be catching these. Below is my Logging info from the RT Configuration web page. /RT's logging configuration is summarized below: Logging info level messages and higher to STDERR, which will usually end up in your webserver's error logs. Logging error level messages and higher to syslog. Stack traces are not logged. SQL queries are not logged./ With this, I atleast know that I am getting past the condition on create and entering the action. The logic I have doesn't seem to be working for the custom field population, but I think I can figure that out. -- View this message in context: http://requesttracker.8502.n7.nabble.com/User-Created-Scrip-Won-t-Run-On-Create-tp56616p56644.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Thu Feb 13 13:57:24 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Feb 2014 13:57:24 -0500 Subject: [rt-users] User Created Scrip Won't Run On Create In-Reply-To: <1392315878973-56644.post@n7.nabble.com> References: <1392219976997-56616.post@n7.nabble.com> <20140213145043.GD6350@jibsheet.com> <1392306395802-56640.post@n7.nabble.com> <20140213162114.GI6350@jibsheet.com> <1392315878973-56644.post@n7.nabble.com> Message-ID: <20140213185724.GK6350@jibsheet.com> On Thu, Feb 13, 2014 at 10:24:38AM -0800, Ethan Hohensee wrote: > Out of curiosity, I went in and changed the Syslog debugging variable to > 'error' instead of 'debug' and then add these lines to the prep and commit > code of my script: > > /RT::Logger->error("Entering the prep phase"); > return 1;/ > > and > > /RT::Logger->error("Entering the Commit Phase");/ Great - so your Scrip has been firing all along, your syslog configuration was just wrong. If you set $LogToSyslog to 'debug' look at what RT's system configuration page says. If it says "Logging debug level messages and higher to syslog" then RT will hand all debug and higher messages off to the sysload. However I find many syslogs are set to 'exclude' debug information. As best I can tell, your Scrip has clearly been running the whole time. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Feb 13 13:58:41 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Feb 2014 13:58:41 -0500 Subject: [rt-users] Wrong time in ticket history In-Reply-To: References: <20140213145338.GF6350@jibsheet.com> <20140213162212.GJ6350@jibsheet.com> Message-ID: <20140213185841.GL6350@jibsheet.com> On Thu, Feb 13, 2014 at 08:28:03PM +0400, Arkady Glazov wrote: > 2014-02-13 20:22 GMT+04:00 Kevin Falcone <[2]falcone at bestpractical.com>: > > On Thu, Feb 13, 2014 at 07:41:16PM +0400, Arkady Glazov wrote: > > 2014-02-13 18:53 GMT+04:00 Kevin Falcone <[3]falcone at bestpractical.com>: > > > > > On Thu, Feb 13, 2014 at 04:25:29PM +0400, Arkady Glazov wrote: > > > > My system time zone set to Europe/Moscow (UTC + 4). But when i look > > > ticket history all times > > > > show as UTC -5. How i can set correct time zone to RT ? > > > > > > When you say System Time Zone, do you mean the server's timezone? > > > What have you set RT's timezone to be? > > > > > > http://bestpractical.com/docs/rt/latest/RT_Config.html#Timezone > > > > > Sorry, but i have set in my RT_SiteConfig.pm as > > > > Set( $TimeZone, 'Europe/Moscow'); > > > > and wrong time display in all forms > > Are you running mod_perl? > http://bestpractical.com/docs/rt/latest/web_deployment.html#mod_perl-2.xx > See the WARNING > No. My RT work under APache 2 with mod_fastcgi After changing your RT_SiteConfig.pm did you restart Apache? Does RT's System Configuration page list the same timezone as you have set? Does the user you're logged in have a customized timezone (from the About Me page)? Is 'Europe/Moscow' a valid time zone as understood by your operating system's timezone database? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From uglobster at gmail.com Thu Feb 13 14:05:23 2014 From: uglobster at gmail.com (Arkady Glazov) Date: Thu, 13 Feb 2014 23:05:23 +0400 Subject: [rt-users] Wrong time in ticket history In-Reply-To: <20140213185841.GL6350@jibsheet.com> References: <20140213145338.GF6350@jibsheet.com> <20140213162212.GJ6350@jibsheet.com> <20140213185841.GL6350@jibsheet.com> Message-ID: Kevin, many thank's for your assist. I found my mistake. I set wrong name in RT_SiteConfig.pm. When i look System Configuration page i see 2 row timezone :( TimeZone'Europe/Moscow' Timezone'US/Eastern' -- Best regards, Arkady Glazov http://globster.ru 2014-02-13 22:58 GMT+04:00 Kevin Falcone : > On Thu, Feb 13, 2014 at 08:28:03PM +0400, Arkady Glazov wrote: > > 2014-02-13 20:22 GMT+04:00 Kevin Falcone <[2] > falcone at bestpractical.com>: > > > > On Thu, Feb 13, 2014 at 07:41:16PM +0400, Arkady Glazov wrote: > > > 2014-02-13 18:53 GMT+04:00 Kevin Falcone <[3] > falcone at bestpractical.com>: > > > > > > > On Thu, Feb 13, 2014 at 04:25:29PM +0400, Arkady Glazov wrote: > > > > > My system time zone set to Europe/Moscow (UTC + 4). But when > i look > > > > ticket history all times > > > > > show as UTC -5. How i can set correct time zone to RT ? > > > > > > > > When you say System Time Zone, do you mean the server's > timezone? > > > > What have you set RT's timezone to be? > > > > > > > > http://bestpractical.com/docs/rt/latest/RT_Config.html#Timezone > > > > > > > Sorry, but i have set in my RT_SiteConfig.pm as > > > > > > Set( $TimeZone, 'Europe/Moscow'); > > > > > > and wrong time display in all forms > > > > Are you running mod_perl? > > > http://bestpractical.com/docs/rt/latest/web_deployment.html#mod_perl-2.xx > > See the WARNING > > No. My RT work under APache 2 with mod_fastcgi > > > After changing your RT_SiteConfig.pm did you restart Apache? > Does RT's System Configuration page list the same timezone as you have > set? > Does the user you're logged in have a customized timezone (from the About > Me page)? > Is 'Europe/Moscow' a valid time zone as understood by your operating > system's timezone database? > > -kevin > > -- > RT Training London, March 19-20 and Dallas May 20-21 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kamber.dalal at verizon.com Thu Feb 13 14:33:02 2014 From: kamber.dalal at verizon.com (Dalal, Kamber Z) Date: Thu, 13 Feb 2014 14:33:02 -0500 Subject: [rt-users] URL double encoding from the custom field value Message-ID: <7C3070F471BFF44C8967FEE9CCF0B185010EC83126@FHDP1LUMXC7V42.us.one.verizon.com> RT version 4.0.5 Issue: Custom field value gets URL double encoded for custom field that has link values to set up to Splunk ES incident review. The '=' changes to %3D and the '&' becomes %26, from the custom field's value. In the ticket display the value of the custom field displays '=' and '&' fine, but the link translates it to '%3D' and '%26' Need help in preventing the double encoding. Thank you, Kamber Dalal -------------- next part -------------- An HTML attachment was scrubbed... URL: From charlycr74 at yahoo.com.ar Thu Feb 13 15:23:15 2014 From: charlycr74 at yahoo.com.ar (charlycr74 at yahoo.com.ar) Date: Thu, 13 Feb 2014 12:23:15 -0800 (PST) Subject: [rt-users] Draft of messages In-Reply-To: <20140213084958.GA6228@easter-eggs.com> References: <1392164891.75475.YahooMailNeo@web162605.mail.bf1.yahoo.com> <20140212163409.GA38613@jibsheet.com> <20140213084958.GA6228@easter-eggs.com> Message-ID: <1392322995.94859.YahooMailNeo@web162601.mail.bf1.yahoo.com> it's working on 4.0.10, my bad. I had seen the extension but I got some errors trying to install it and that's why I asked to the list.? El d?a jueves, 13 de febrero de 2014 3:50, Emmanuel Lacour escribi?: On Wed, Feb 12, 2014 at 11:34:09AM -0500, Kevin Falcone wrote: > On Tue, Feb 11, 2014 at 04:28:11PM -0800, charlycr74 at yahoo.com.ar wrote: > > Do you know if there is any extension that allows you to save > > messages when replying or commenting a ticket like a "draft" where > > you can go?back and forth an different tickets and send them when > > they are ready? > > First hit for drafts on metacpan.org is > https://metacpan.org/search?q=drafts > RT::Extension::Drafts - The author is an active RT developer, I don't > know which versions it supports. > it works on 4.0.x. I'll upgrade it for 4.2, unfortunatly not before three weeks. -- Easter-eggs? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Sp?cialiste GNU/Linux 44-46 rue de l'Ouest? -? 75014 Paris? -? France -? M?tro Gait? Phone: +33 (0) 1 43 35 00 37? ? -? Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com? -? http://www.easter-eggs.com -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training From s.auguy at gmail.com Thu Feb 13 15:56:36 2014 From: s.auguy at gmail.com (Sylvain Auguy) Date: Thu, 13 Feb 2014 21:56:36 +0100 Subject: [rt-users] Problem : A custom field edited via REST will be disabled In-Reply-To: <20140210165231.GY24554@jibsheet.com> References: <20140207165117.GV24554@jibsheet.com> <20140210165231.GY24554@jibsheet.com> Message-ID: Now I can see that the value in the database for a customer field edited by rest is, for instance, 'my value\r' instead of 'my value' The REST query is made by an html form with an input like this : However, when I analyze the HTML POST Data, I get content=field1%3Avalue1*%0D%0A*field2%3Avalue2 So I can see that the navigator adds a CR (%0D) Is there any way to force the navigator to use only LF without CR ? Otherwise, is there another way to parse those values rather than a new line ? Sylvain 2014-02-10 17:52 GMT+01:00 Kevin Falcone : > On Mon, Feb 10, 2014 at 02:16:50PM +0100, Sylvain Auguy wrote: > > Ok my bad... It does as you said Kevin, but I still have a problem. > The new customer field > > values are not recognized properly by the pages Modify.html and > ModifyAll.html and it acts as > > if these fields were without any value (while they appear correctly > on Display.html). > > When I perform a request with the mysql CLI client, the display is > very weird. While it is > > correct with a graphical client like mysql workbench. > > You can see it on the attached screenshots (the 3 last lines are the > custom fields which have > > a problem). > > Any idea why these outputs differ depending on the mysql client and > why it interferes with RT > > behavior ? > > The mysql command line client is probably correctly representing the > data in the field while mysqlbench is papering over formatting errors. > > I assume you have extraneous whitespace / line endings, most likely \r > from using a windows machine.. > > You may be able to see better if you run your mysql command line query > with a trailing \G or by running the Content column through mysql's > HEX() function so you can see the literal characters. > > Since those Content values have bogus line endings, they don't match > the CustomFieldValues in RT, so Modify.html won't be able to tell that > the values are the same. > > So - figuring out why your REST client is sending bogus line endings > on trailing characters would be high on the short list of things to > check. > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Feb 13 16:23:42 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Feb 2014 16:23:42 -0500 Subject: [rt-users] Draft of messages In-Reply-To: <1392322995.94859.YahooMailNeo@web162601.mail.bf1.yahoo.com> References: <1392164891.75475.YahooMailNeo@web162605.mail.bf1.yahoo.com> <20140212163409.GA38613@jibsheet.com> <20140213084958.GA6228@easter-eggs.com> <1392322995.94859.YahooMailNeo@web162601.mail.bf1.yahoo.com> Message-ID: <20140213212342.GA2970@jibsheet.com> On Thu, Feb 13, 2014 at 12:23:15PM -0800, charlycr74 at yahoo.com.ar wrote: > it's working on 4.0.10, my bad. I had seen the extension but I got some errors trying to install it and that's why I asked to the list.? It would have been better to ask "I found this extension, it broke like this, is there something I should be using?". -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Feb 13 16:25:03 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 13 Feb 2014 16:25:03 -0500 Subject: [rt-users] URL double encoding from the custom field value In-Reply-To: <7C3070F471BFF44C8967FEE9CCF0B185010EC83126@FHDP1LUMXC7V42.us.one.verizon.com> References: <7C3070F471BFF44C8967FEE9CCF0B185010EC83126@FHDP1LUMXC7V42.us.one.verizon.com> Message-ID: <20140213212503.GB2970@jibsheet.com> On Thu, Feb 13, 2014 at 02:33:02PM -0500, Dalal, Kamber Z wrote: > RT version 4.0.5 > > Custom field value gets URL double encoded for custom field that has link values to set up to > Splunk ES incident review. > > The `=' changes to %3D and the `&' becomes %26, from the custom field's value. In the ticket > display the value of the custom field displays `=' and `&' fine, but the link translates it to > `%3D' and `%26' > This question really needs replication steps. Create a custom field with these settings Put this in Link value to Create a ticket where the custom field has this specific value visit Ticket/Display.html and click on the link and this will break with X Without it, I'm really guessing at what and where is double encoding. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From takase at axlbit.net Thu Feb 13 21:57:07 2014 From: takase at axlbit.net (Hajime Takase) Date: Fri, 14 Feb 2014 11:57:07 +0900 Subject: [rt-users] How can I assign some users to Administrator? In-Reply-To: <20140213144441.GB6350@jibsheet.com> References: <20140213144441.GB6350@jibsheet.com> Message-ID: Kevin, Thank you for your answer. I was actually guessing after I sent the email that those three tabs are the category of the rights, not the user's position in system.I'm grad that I could confirm that. Hajime 2014-02-13 23:44 GMT+09:00 Kevin Falcone : > On Thu, Feb 13, 2014 at 12:48:59PM +0900, Hajime Takase wrote: > > My question might be too ridiculous but I still could not > > understand what is 'Administrator' means in RT.How can > > I assign some privileged-users(staff) to Administrator? > > Does Administrator means 'SuperUser'? [1] > http://requesttracker.wikia.com/wiki/SuperUser > > If so, then what is the point of fixing the rights of Administrator > > when he or she have the global rights to do anything? > > By the way, I'm using 4.2 version. > > Your screenshot points to the tab labeled Administrators in the rights > UI. These are merely Rights we suggest might be useful to users who > Administer your system. This is to avoid having a huge long list, > instead it is broken into three "chunks". > > If you grant someone SuperUser, they don't need any other rights. > > However, it's quite logical to give users Administrator level rights > that aren't the complete SuperUser right. > > -kevin > > -- > RT Training London, March 19-20 and Dallas May 20-21 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ymarinov at neterra.net Fri Feb 14 02:14:08 2014 From: ymarinov at neterra.net (Yavor Marinov) Date: Fri, 14 Feb 2014 09:14:08 +0200 Subject: [rt-users] rt-mailgate +getmail issue In-Reply-To: <20140213151308.GG6350@jibsheet.com> References: <52FC9E84.7030306@neterra.net> <52FCDB0E.1060409@neterra.net> <20140213151308.GG6350@jibsheet.com> Message-ID: <52FDC240.5030304@neterra.net> Additional information won't hurt anyway. The only regexp which is configured in RT_Siteconfig.pm is Set($RTAddressRegexp , '^rt at domain.com$'); What should be Regexp in order to detect the [XXXX] anywhere in the Subject field --- Find out about our new Cloud service - Cloudware.bg Access anywhere. Manage it yourself. Pay as you go. ------------------------------------------------------------------------ *Yavor Marinov* System Administrator Neterra Ltd. Telephone: +359 2 975 16 16 Fax: +359 2 975 34 36 Mobile: +359 888 610 048 www.neterra.net On 02/13/2014 05:13 PM, Kevin Falcone wrote: > On Thu, Feb 13, 2014 at 04:47:42PM +0200, Yavor Marinov wrote: >> I've manage to solve this with [1]RT-Interface-Email-Filter-CheckMessageId extension. > I'm glad that this fixed your issues, however for the archives, RT > works just fine and has for years with the subject tag (the [XXXXXX] > part) being anywhere in the subject. > > Usually this points to a misconfiguration in RT's rtname, the regexp > that understands it or Queue level subject tags. But since you didn't > provide enough information about that, we can't even guess. > > -kevin > >> On 02/13/2014 12:29 PM, Yavor Marinov wrote: >> >> Hello, >> >> i have the following configs for getmail: >> >> create a ticket to address [2]request at company.com: >> arguments = ("--url", [3]"https://localhost", "--queue", "Internal-IT", "--action", >> "correspond",) >> >> comment to a ticket to address [4]request-comment at company.com: >> arguments = ("--url", [5]"https://localhost", "--queue", "Internal-IT", "--action", >> "comment",) >> >> everything works as it should be, but the following is annoying our colleagues, and I need >> to fix it. So, if someone create a ticket via email, the ticket is getting into the queue >> correctly and the members of the group (responsible for the queue) are getting mail from RT >> with subject: >> >> [XXXXXX] Subject of the email which is send to corresponding email. >> >> Once anyone tried to reply via email (e.g. reply from their email client - subject changes >> to Re: [XXXXX] ....) the reply isn't inserted in the correct ticket, but instead RT creates >> a new ticket with subject "Re: [XXXXX]....." >> >> If they reply and remove the "Re:" and leave subject as in RT the comment is properly added >> to the ticket. >> Summed up - getmail and rt-mailgate are working properly - the only problem is the subject, >> and what should i modify in order RT to lookup into the Subject field even if "Re:" is >> supplied. >> >> -------------- next part -------------- An HTML attachment was scrubbed... URL: From marko.cupac at mimar.rs Fri Feb 14 04:54:55 2014 From: marko.cupac at mimar.rs (Marko =?UTF-8?B?Q3VwYcSH?=) Date: Fri, 14 Feb 2014 10:54:55 +0100 Subject: [rt-users] QueueSummaryByLifecycle warning In-Reply-To: <20140213145247.GE6350@jibsheet.com> References: <20140213110502.82787936dee7aade95c426a1@mimar.rs> <20140213145247.GE6350@jibsheet.com> Message-ID: <20140214105455.fb24dc0eba3622107f8e18c6@mimar.rs> On Thu, 13 Feb 2014 09:52:47 -0500 Kevin Falcone wrote: > This implies your database doesn't have correct Lifecycles on Queues. > > show: > > select Name, Lifecycle from Queues; mysql> select Name, Lifecycle from Queues; +-----------------------+-----------+ | Name | Lifecycle | +-----------------------+-----------+ | General | NULL | | ___Approvals | approvals | | Quality Dept. | default | +-----------------------+-----------+ 3 rows in set (0.00 sec) Quality Dept. was just a test, actually for now we use only General Queue. -- Marko Cupa? From elacour at easter-eggs.com Fri Feb 14 05:00:19 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 14 Feb 2014 11:00:19 +0100 Subject: [rt-users] Draft of messages In-Reply-To: <1392322995.94859.YahooMailNeo@web162601.mail.bf1.yahoo.com> References: <1392164891.75475.YahooMailNeo@web162605.mail.bf1.yahoo.com> <20140212163409.GA38613@jibsheet.com> <20140213084958.GA6228@easter-eggs.com> <1392322995.94859.YahooMailNeo@web162601.mail.bf1.yahoo.com> Message-ID: <52FDE933.1040307@easter-eggs.com> On 13/02/2014 21:23, charlycr74 at yahoo.com.ar wrote: > it's working on 4.0.10, my bad. I had seen the extension but I got some errors trying to install it and that's why I asked to the list. > which kind of errors ... -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From alexmv at bestpractical.com Fri Feb 14 11:11:49 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 14 Feb 2014 11:11:49 -0500 Subject: [rt-users] QueueSummaryByLifecycle warning In-Reply-To: <20140214105455.fb24dc0eba3622107f8e18c6@mimar.rs> References: <20140213110502.82787936dee7aade95c426a1@mimar.rs> <20140213145247.GE6350@jibsheet.com> <20140214105455.fb24dc0eba3622107f8e18c6@mimar.rs> Message-ID: <1392394309.5863.62.camel@umgah.localdomain> On Fri, 2014-02-14 at 10:54 +0100, Marko Cupa? wrote: > mysql> select Name, Lifecycle from Queues; > +-----------------------+-----------+ > | Name | Lifecycle | > +-----------------------+-----------+ > | General | NULL | > | ___Approvals | approvals | > | Quality Dept. | default | > +-----------------------+-----------+ > 3 rows in set (0.00 sec) This points to having skipped the 4.0.9 upgrade step. You should check your upgrade history in Admin ? Tools ? System Configuration. - Alex From kamber.dalal at verizon.com Fri Feb 14 12:56:49 2014 From: kamber.dalal at verizon.com (Dalal, Kamber Z) Date: Fri, 14 Feb 2014 12:56:49 -0500 Subject: [rt-users] URL double encoding from the custom field value Message-ID: <7C3070F471BFF44C8967FEE9CCF0B185010EC835F0@FHDP1LUMXC7V42.us.one.verizon.com> Kevin, My Custom Field value is: srch=abcd&earliest=klmtime&latest=xyztime In the Custom Field definition link value to is set as: http://myweb.domain.com/__CustomField__ The URL being generated is http://myweb.domain.com/srch%3Dabcd%26earliest%3Dklmtime%26latest%3Dxyztime Instead of what should be: http://myweb.domain.com/srch=abcd&earliest=klmtime&latest=xyztime Thank you for the assistance. Kamber Dalal From: Dalal, Kamber Z Sent: Thursday, February 13, 2014 13:33 To: 'rt-users at lists.bestpractical.com' Subject: URL double encoding from the custom field value RT version 4.0.5 Issue: Custom field value gets URL double encoded for custom field that has link values to set up to Splunk ES incident review. The '=' changes to %3D and the '&' becomes %26, from the custom field's value. In the ticket display the value of the custom field displays '=' and '&' fine, but the link translates it to '%3D' and '%26' Need help in preventing the double encoding. Thank you, Kamber Dalal -------------- next part -------------- An HTML attachment was scrubbed... URL: From s.auguy at gmail.com Fri Feb 14 14:02:58 2014 From: s.auguy at gmail.com (Sylvain Auguy) Date: Fri, 14 Feb 2014 20:02:58 +0100 Subject: [rt-users] Problem : A custom field edited via REST will be disabled In-Reply-To: References: <20140207165117.GV24554@jibsheet.com> <20140210165231.GY24554@jibsheet.com> Message-ID: To follow up with my investigations, I saw that the HTML spec stipulates that a new line in a form content will be represented by "CR LF" pairs. http://www.w3.org/TR/html4/interact/forms.html#h-17.13.4.1 So, there seems to be no way to edit multiple fields via REST called by an HTML form, because it will always send newlines as \r\n and that RT will recognize only \n as a new line. Or... Am I missing something ? Would it be possible to make a patch for this ? Sylvain 2014-02-13 21:56 GMT+01:00 Sylvain Auguy : > Now I can see that the value in the database for a customer field edited > by rest is, for instance, 'my value\r' instead of 'my value' > > The REST query is made by an html form with an input like this : > > name='content'/> > > However, when I analyze the HTML POST Data, I get > > content=field1%3Avalue1*%0D%0A*field2%3Avalue2 > > So I can see that the navigator adds a CR (%0D) > > Is there any way to force the navigator to use only LF without CR ? > Otherwise, is there another way to parse those values rather than a new > line ? > > Sylvain > > > 2014-02-10 17:52 GMT+01:00 Kevin Falcone : > > On Mon, Feb 10, 2014 at 02:16:50PM +0100, Sylvain Auguy wrote: >> > Ok my bad... It does as you said Kevin, but I still have a problem. >> The new customer field >> > values are not recognized properly by the pages Modify.html and >> ModifyAll.html and it acts as >> > if these fields were without any value (while they appear correctly >> on Display.html). >> > When I perform a request with the mysql CLI client, the display is >> very weird. While it is >> > correct with a graphical client like mysql workbench. >> > You can see it on the attached screenshots (the 3 last lines are the >> custom fields which have >> > a problem). >> > Any idea why these outputs differ depending on the mysql client and >> why it interferes with RT >> > behavior ? >> >> The mysql command line client is probably correctly representing the >> data in the field while mysqlbench is papering over formatting errors. >> >> I assume you have extraneous whitespace / line endings, most likely \r >> from using a windows machine.. >> >> You may be able to see better if you run your mysql command line query >> with a trailing \G or by running the Content column through mysql's >> HEX() function so you can see the literal characters. >> >> Since those Content values have bogus line endings, they don't match >> the CustomFieldValues in RT, so Modify.html won't be able to tell that >> the values are the same. >> >> So - figuring out why your REST client is sending bogus line endings >> on trailing characters would be high on the short list of things to >> check. >> >> -kevin >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Feb 14 14:23:22 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 14 Feb 2014 14:23:22 -0500 Subject: [rt-users] Problem : A custom field edited via REST will be disabled In-Reply-To: References: <20140207165117.GV24554@jibsheet.com> <20140210165231.GY24554@jibsheet.com> Message-ID: <20140214192322.GC2970@jibsheet.com> On Fri, Feb 14, 2014 at 08:02:58PM +0100, Sylvain Auguy wrote: > To follow up with my investigations, I saw that the HTML spec stipulates that a new line in a > form content will be represented by "CR LF" pairs. > http://www.w3.org/TR/html4/interact/forms.html#h-17.13.4.1 > So, there seems to be no way to edit multiple fields via REST called by an HTML form, because > it will always send newlines as \r\n and that RT will recognize only \n as a new line. Or... > Am I missing something ? You're only sending \r, if you sent valid POST data, RT would understand it. > Would it be possible to make a patch for this ? Hardcoding a form to submit random stuff to the RT REST interface is begging for trouble (see your current state). You're also testing against RT 3.8.4, which currently gets nothing but security and critical bugfixes and will be end of lifed shortly. http://bestpractical.com/rt/release-policy.html -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From s.auguy at gmail.com Fri Feb 14 15:03:12 2014 From: s.auguy at gmail.com (Sylvain Auguy) Date: Fri, 14 Feb 2014 21:03:12 +0100 Subject: [rt-users] Problem : A custom field edited via REST will be disabled In-Reply-To: <20140214192322.GC2970@jibsheet.com> References: <20140207165117.GV24554@jibsheet.com> <20140210165231.GY24554@jibsheet.com> <20140214192322.GC2970@jibsheet.com> Message-ID: Ok my RT version is not supported so I don't demand you to solve this particular case. However, I think there is a problem in the way RT parses those values without handling correctly the new lines. To support my position, I will describe again what I do. I use the following to send a form with a variable called content which has, as value, the fields and their values, as follow: When I check the form Data which is sent,, here is what I get: 1. content: CF.%7BField1%7D%3A+Value1*%0D%0A*CF.%7BField2%7D%3A+Value2 How can you say it is an invalid FORM data ? You can see that it sends %0D%0A (\r\n) instead of the \n I write in my html form. And this is the normal behavior described in the HTML specs. Is the REST interface is not intended to be used with HTML forms ? If I update RT to a new version (which I can't), would it solve this ? Sylvain -------------- next part -------------- An HTML attachment was scrubbed... URL: From charlycr74 at yahoo.com.ar Fri Feb 14 15:17:04 2014 From: charlycr74 at yahoo.com.ar (charlycr74 at yahoo.com.ar) Date: Fri, 14 Feb 2014 12:17:04 -0800 (PST) Subject: [rt-users] Draft of messages In-Reply-To: <52FDE933.1040307@easter-eggs.com> References: <1392164891.75475.YahooMailNeo@web162605.mail.bf1.yahoo.com> <20140212163409.GA38613@jibsheet.com> <20140213084958.GA6228@easter-eggs.com> <1392322995.94859.YahooMailNeo@web162601.mail.bf1.yahoo.com> <52FDE933.1040307@easter-eggs.com> Message-ID: <1392409024.17538.YahooMailNeo@web162601.mail.bf1.yahoo.com> something fool.. my RT instance is not installed on the default location, when it was asking for the location of RT.pm I was putting the full path to the file, including file name. Since I had to enter the path over and over, I thought that was not compatible with my RT version. El d?a viernes, 14 de febrero de 2014 5:01, Emmanuel Lacour escribi?: On 13/02/2014 21:23, charlycr74 at yahoo.com.ar wrote: > it's working on 4.0.10, my bad. I had seen the extension but I got some errors trying to install it and that's why I asked to the list. > which kind of errors ... -- Easter-eggs? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Sp?cialiste GNU/Linux 44-46 rue de l'Ouest? -? 75014 Paris? -? France -? M?tro Gait? Phone: +33 (0) 1 43 35 00 37? ? -? Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com? -? http://www.easter-eggs.com -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training From Dave.Close at us.thalesgroup.com Fri Feb 14 18:15:51 2014 From: Dave.Close at us.thalesgroup.com (CLOSE Dave) Date: Fri, 14 Feb 2014 15:15:51 -0800 Subject: [rt-users] Fedora 20 / Perl 5.18 Message-ID: <52FEA3A7.2030006@us.thalesgroup.com> After upgrading my RT server (4.2.1) from Fedora 19 / Perl 5.16 to Fedora 20 / Perl 5.18, Apache is no longer willing to start RT. It complains about attempting to require packages twice. And this message appears in the Apache log: "Error while loading /opt/rt4/sbin/rt-server: Perl API version v5.16.0 of OPpSORT_REVERSE does not match v5.18.0 at /usr/lib64/perl5/DynaLoader.pm line 213." Is there a straight-forward solution or must I try to downgrade perl? -- Dave Close From jmates at uw.edu Fri Feb 14 18:23:42 2014 From: jmates at uw.edu (Jeremy Mates) Date: Fri, 14 Feb 2014 23:23:42 +0000 Subject: [rt-users] Fedora 20 / Perl 5.18 In-Reply-To: <52FEA3A7.2030006@us.thalesgroup.com> References: <52FEA3A7.2030006@us.thalesgroup.com> Message-ID: <20140214232342.GA9602@valen.ee.washington.edu> * CLOSE Dave > Is there a straight-forward solution or must I try to downgrade perl? Everything must agree. a) downgrade perl (and everything else tied to that) b) recompile RT and so forth to all use the new Perl 5.18 From falcone at bestpractical.com Sat Feb 15 18:34:05 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Sat, 15 Feb 2014 18:34:05 -0500 Subject: [rt-users] Fedora 20 / Perl 5.18 In-Reply-To: <52FEA3A7.2030006@us.thalesgroup.com> References: <52FEA3A7.2030006@us.thalesgroup.com> Message-ID: <20140215233405.GD2970@jibsheet.com> On Fri, Feb 14, 2014 at 03:15:51PM -0800, CLOSE Dave wrote: > After upgrading my RT server (4.2.1) from Fedora 19 / Perl 5.16 to > Fedora 20 / Perl 5.18, Apache is no longer willing to start RT. It > complains about attempting to require packages twice. And this message > appears in the Apache log: "Error while loading /opt/rt4/sbin/rt-server: > Perl API version v5.16.0 of OPpSORT_REVERSE does not match v5.18.0 at > /usr/lib64/perl5/DynaLoader.pm line 213." > > Is there a straight-forward solution or must I try to downgrade perl? This sounds like you're running mod_perl compiled against the old perl (5.16) while trying to load the new system perl which runs 5.18. You need a newer mod_perl package. If you're not running mod_perl, you should specify how you're running RT and include the whole error message, not just snippets. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Sat Feb 15 18:35:46 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Sat, 15 Feb 2014 18:35:46 -0500 Subject: [rt-users] Draft of messages In-Reply-To: <1392409024.17538.YahooMailNeo@web162601.mail.bf1.yahoo.com> References: <1392164891.75475.YahooMailNeo@web162605.mail.bf1.yahoo.com> <20140212163409.GA38613@jibsheet.com> <20140213084958.GA6228@easter-eggs.com> <1392322995.94859.YahooMailNeo@web162601.mail.bf1.yahoo.com> <52FDE933.1040307@easter-eggs.com> <1392409024.17538.YahooMailNeo@web162601.mail.bf1.yahoo.com> Message-ID: <20140215233546.GE2970@jibsheet.com> On Fri, Feb 14, 2014 at 12:17:04PM -0800, charlycr74 at yahoo.com.ar wrote: > something fool.. > my RT instance is not installed on the default location, when it was > asking for the location of RT.pm I was putting the full path to the > file, including file name. Since I had to enter the path over and > over, I thought that was not compatible with my RT version. The piece of code which prompts you for your RT location trims off RT.pm, so if you type /opt/sw/request-tracker/lib/RT.pm it should remove RT.pm. Would you show it failing for you so I can file a bug against Module::Install::RTx (the support module used here) if needed? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From support at pureview.com Sun Feb 16 15:57:21 2014 From: support at pureview.com (Support) Date: Sun, 16 Feb 2014 15:57:21 -0500 Subject: [rt-users] wysiwyg for article? 4.2.1 Message-ID: <53012631.9090709@pureview.com> Anyone, There any way to implement wysiwyg on articles 4.2.1 on Centos 6? any help would be appreciated.!! Thank you -David From ymarinov at neterra.net Mon Feb 17 03:15:29 2014 From: ymarinov at neterra.net (Yavor Marinov) Date: Mon, 17 Feb 2014 10:15:29 +0200 Subject: [rt-users] Custom fields export Message-ID: <5301C521.5070408@neterra.net> Hello everyone, does anyone knows any easy way to export only custom fields settings, in order to migrate RT 4.2.2 ? From ymarinov at neterra.net Mon Feb 17 09:20:28 2014 From: ymarinov at neterra.net (Yavor Marinov) Date: Mon, 17 Feb 2014 16:20:28 +0200 Subject: [rt-users] Sphinx and RT Message-ID: <53021AAC.7020006@neterra.net> Hi, I'm almost desperate - after spending 2 days trying to implement the fulltext search in RT 4.2.2 i'm still at the point, where i can't find proper information regarding my issue. Here is my setup: CentOS 6 MySQL 5.1.73 (grabbed from repos, beside that i downloaded the source version of this MySQL in order to compile the sphinx lib) Sphinx 2.1.5 (from their official website) RT 4.2.2 So, from the source directory of Sphinx, i copied the "mysqlse" content to the source tree of the mysql. *Only* compiled MySQL (without install) - installed the Sphinx lib, and everything went smooth. Currently this is the result from MySQL engines: mysql> select * from mysql.plugin; +--------+--------------+ | name | dl | +--------+--------------+ | sphinx | ha_sphinx.so | +--------+--------------+ 1 row in set (0.00 sec) mysql> It's loaded, Sphinx is working: [root at rtmig ymarinov]# ps xa|grep search 7162 ? S 0:00 /usr/bin/searchd --config /etc/sphinx/sphinx.conf 7163 ? Sl 0:05 /usr/bin/searchd --config /etc/sphinx/sphinx.conf 8103 pts/0 S+ 0:00 grep search [root at rtmig ymarinov]# At this point, everything looks find, but once i try to run *rt-setup-fulltext-index*, i got the following error: [7409] [Mon Feb 17 13:09:33 2014] [critical]: DBI connect('dbname=rt4;host=localhost','root',...) failed: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (111) at ./rt-setup-fulltext-index line 581. (/opt/rt4/sbin/../lib/RT.pm:393) DBI connect('dbname=rt4;host=localhost','root',...) failed: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (111) at ./rt-setup-fulltext-index line 581. No matter, what user or password i'm using - this is the error i'm getting. Point me something to look for, please. Can I just use the "CREATE TABLE" which is in this script, or there is something else which have to be done? BR. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Mon Feb 17 09:30:27 2014 From: bbaker at copesan.com (Bryon Baker) Date: Mon, 17 Feb 2014 14:30:27 +0000 Subject: [rt-users] Sphinx and RT In-Reply-To: <53021AAC.7020006@neterra.net> References: <53021AAC.7020006@neterra.net> Message-ID: <2f6ba97fd5564e9b87425a6ba6542af3@BLUPR05MB788.namprd05.prod.outlook.com> Check the setup on this table I found that the only way it works for me is if I use the IP address instead of ?localhost?. CREATE TABLE `AttachmentsIndex` ( `id` int(10) unsigned NOT NULL, `weight` int(11) NOT NULL, `query` varchar(3072) NOT NULL, KEY `query` (`query`(1024)) ) ENGINE=SPHINX DEFAULT CHARSET=utf8 CONNECTION='sphinx://?ipaddress of host?:3312/rt'$$ 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-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yavor Marinov Sent: Monday, February 17, 2014 8:20 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Sphinx and RT Hi, I'm almost desperate - after spending 2 days trying to implement the fulltext search in RT 4.2.2 i'm still at the point, where i can't find proper information regarding my issue. Here is my setup: CentOS 6 MySQL 5.1.73 (grabbed from repos, beside that i downloaded the source version of this MySQL in order to compile the sphinx lib) Sphinx 2.1.5 (from their official website) RT 4.2.2 So, from the source directory of Sphinx, i copied the "mysqlse" content to the source tree of the mysql. Only compiled MySQL (without install) - installed the Sphinx lib, and everything went smooth. Currently this is the result from MySQL engines: mysql> select * from mysql.plugin; +--------+--------------+ | name | dl | +--------+--------------+ | sphinx | ha_sphinx.so | +--------+--------------+ 1 row in set (0.00 sec) mysql> It's loaded, Sphinx is working: [root at rtmig ymarinov]# ps xa|grep search 7162 ? S 0:00 /usr/bin/searchd --config /etc/sphinx/sphinx.conf 7163 ? Sl 0:05 /usr/bin/searchd --config /etc/sphinx/sphinx.conf 8103 pts/0 S+ 0:00 grep search [root at rtmig ymarinov]# At this point, everything looks find, but once i try to run rt-setup-fulltext-index, i got the following error: [7409] [Mon Feb 17 13:09:33 2014] [critical]: DBI connect('dbname=rt4;host=localhost','root',...) failed: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (111) at ./rt-setup-fulltext-index line 581. (/opt/rt4/sbin/../lib/RT.pm:393) DBI connect('dbname=rt4;host=localhost','root',...) failed: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (111) at ./rt-setup-fulltext-index line 581. No matter, what user or password i'm using - this is the error i'm getting. Point me something to look for, please. Can I just use the "CREATE TABLE" which is in this script, or there is something else which have to be done? BR. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ymarinov at neterra.net Mon Feb 17 09:41:45 2014 From: ymarinov at neterra.net (Yavor Marinov) Date: Mon, 17 Feb 2014 16:41:45 +0200 Subject: [rt-users] Sphinx and RT In-Reply-To: <2f6ba97fd5564e9b87425a6ba6542af3@BLUPR05MB788.namprd05.prod.outlook.com> References: <53021AAC.7020006@neterra.net> <2f6ba97fd5564e9b87425a6ba6542af3@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: <53021FA9.1090807@neterra.net> Actually, the script *rt-setup-fulltext-index* is supposed to do that. And I've tried everything, localhost,127.0.0.1, the real hostname, the real IP - nothing made this script working. Are you advising me to create this table by hand? Because if it's this ... i can just cut my wrists ;) On 02/17/2014 04:30 PM, Bryon Baker wrote: > > Check the setup on this table I found that the only way it works for > me is if I use the IP address instead of ?localhost?. > > CREATE TABLE `AttachmentsIndex` ( > > `id` int(10) unsigned NOT NULL, > > `weight` int(11) NOT NULL, > > `query` varchar(3072) NOT NULL, > > KEY `query` (`query`(1024)) > > ) ENGINE=SPHINX DEFAULT CHARSET=utf8 CONNECTION='sphinx://?ipaddress > of host?:3312/rt'$$ > > 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-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Yavor > Marinov > *Sent:* Monday, February 17, 2014 8:20 AM > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] Sphinx and RT > > Hi, > > I'm almost desperate - after spending 2 days trying to implement the > fulltext search in RT 4.2.2 i'm still at the point, where i can't find > proper information regarding my issue. Here is my setup: > > CentOS 6 > MySQL 5.1.73 (grabbed from repos, beside that i downloaded the source > version of this MySQL in order to compile the sphinx lib) > Sphinx 2.1.5 (from their official website) > RT 4.2.2 > > So, from the source directory of Sphinx, i copied the "mysqlse" > content to the source tree of the mysql. *Only* compiled MySQL > (without install) - installed the Sphinx lib, and everything went > smooth. Currently this is the result from MySQL engines: > > mysql> select * from mysql.plugin; > +--------+--------------+ > | name | dl | > +--------+--------------+ > | sphinx | ha_sphinx.so | > +--------+--------------+ > 1 row in set (0.00 sec) > > mysql> > > It's loaded, Sphinx is working: > > [root at rtmig ymarinov]# ps xa|grep search > 7162 ? S 0:00 /usr/bin/searchd --config > /etc/sphinx/sphinx.conf > 7163 ? Sl 0:05 /usr/bin/searchd --config > /etc/sphinx/sphinx.conf > 8103 pts/0 S+ 0:00 grep search > [root at rtmig ymarinov]# > > At this point, everything looks find, but once i try to run > *rt-setup-fulltext-index*, i got the following error: > > [7409] [Mon Feb 17 13:09:33 2014] [critical]: DBI > connect('dbname=rt4;host=localhost','root',...) failed: Can't connect > to local MySQL server through socket '/var/lib/mysql/mysql.sock' (111) > at ./rt-setup-fulltext-index line 581. (/opt/rt4/sbin/../lib/RT.pm:393) > DBI connect('dbname=rt4;host=localhost','root',...) failed: Can't > connect to local MySQL server through socket > '/var/lib/mysql/mysql.sock' (111) at ./rt-setup-fulltext-index line 581. > > No matter, what user or password i'm using - this is the error i'm > getting. > Point me something to look for, please. Can I just use the "CREATE > TABLE" which is in this script, or there is something else which have > to be done? > > BR. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Mon Feb 17 09:46:18 2014 From: bbaker at copesan.com (Bryon Baker) Date: Mon, 17 Feb 2014 14:46:18 +0000 Subject: [rt-users] Sphinx and RT In-Reply-To: <53021FA9.1090807@neterra.net> References: <53021AAC.7020006@neterra.net> <2f6ba97fd5564e9b87425a6ba6542af3@BLUPR05MB788.namprd05.prod.outlook.com> <53021FA9.1090807@neterra.net> Message-ID: <51d165d242c34483b2347a8882d75c91@BLUPR05MB788.namprd05.prod.outlook.com> The table did get created for me but would not work until I recreated using the IP address. There was some testing procedures I used from the Sphinx site to figures this out I will send them in another email if I can find the again. 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: Yavor Marinov [mailto:ymarinov at neterra.net] Sent: Monday, February 17, 2014 8:42 AM To: Bryon Baker Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Sphinx and RT Actually, the script rt-setup-fulltext-index is supposed to do that. And I've tried everything, localhost,127.0.0.1, the real hostname, the real IP - nothing made this script working. Are you advising me to create this table by hand? Because if it's this ... i can just cut my wrists ;) On 02/17/2014 04:30 PM, Bryon Baker wrote: Check the setup on this table I found that the only way it works for me is if I use the IP address instead of ?localhost?. CREATE TABLE `AttachmentsIndex` ( `id` int(10) unsigned NOT NULL, `weight` int(11) NOT NULL, `query` varchar(3072) NOT NULL, KEY `query` (`query`(1024)) ) ENGINE=SPHINX DEFAULT CHARSET=utf8 CONNECTION='sphinx://?ipaddress of host?:3312/rt'$$ 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-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yavor Marinov Sent: Monday, February 17, 2014 8:20 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Sphinx and RT Hi, I'm almost desperate - after spending 2 days trying to implement the fulltext search in RT 4.2.2 i'm still at the point, where i can't find proper information regarding my issue. Here is my setup: CentOS 6 MySQL 5.1.73 (grabbed from repos, beside that i downloaded the source version of this MySQL in order to compile the sphinx lib) Sphinx 2.1.5 (from their official website) RT 4.2.2 So, from the source directory of Sphinx, i copied the "mysqlse" content to the source tree of the mysql. Only compiled MySQL (without install) - installed the Sphinx lib, and everything went smooth. Currently this is the result from MySQL engines: mysql> select * from mysql.plugin; +--------+--------------+ | name | dl | +--------+--------------+ | sphinx | ha_sphinx.so | +--------+--------------+ 1 row in set (0.00 sec) mysql> It's loaded, Sphinx is working: [root at rtmig ymarinov]# ps xa|grep search 7162 ? S 0:00 /usr/bin/searchd --config /etc/sphinx/sphinx.conf 7163 ? Sl 0:05 /usr/bin/searchd --config /etc/sphinx/sphinx.conf 8103 pts/0 S+ 0:00 grep search [root at rtmig ymarinov]# At this point, everything looks find, but once i try to run rt-setup-fulltext-index, i got the following error: [7409] [Mon Feb 17 13:09:33 2014] [critical]: DBI connect('dbname=rt4;host=localhost','root',...) failed: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (111) at ./rt-setup-fulltext-index line 581. (/opt/rt4/sbin/../lib/RT.pm:393) DBI connect('dbname=rt4;host=localhost','root',...) failed: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (111) at ./rt-setup-fulltext-index line 581. No matter, what user or password i'm using - this is the error i'm getting. Point me something to look for, please. Can I just use the "CREATE TABLE" which is in this script, or there is something else which have to be done? BR. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ymarinov at neterra.net Mon Feb 17 10:33:50 2014 From: ymarinov at neterra.net (Yavor Marinov) Date: Mon, 17 Feb 2014 17:33:50 +0200 Subject: [rt-users] Sphinx and RT In-Reply-To: <51d165d242c34483b2347a8882d75c91@BLUPR05MB788.namprd05.prod.outlook.com> References: <53021AAC.7020006@neterra.net> <2f6ba97fd5564e9b87425a6ba6542af3@BLUPR05MB788.namprd05.prod.outlook.com> <53021FA9.1090807@neterra.net> <51d165d242c34483b2347a8882d75c91@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: <53022BDE.9020200@neterra.net> It seems that the table AttachmentIndex is created, but currently it's empty. Once i try to insert the values i'm getting this: ERROR 2013 (HY000): Lost connection to MySQL server during query Even if I try to drop that table, I'm getting the same problem. Also creating executing the following CREATE TABLE Sphinx ( id INTEGER UNSIGNED NOT NULL, weight INTEGER NOT NULL, query VARCHAR(3072) NOT NULL, INDEX(query) ) ENGINE=SPHINX CONNECTION="sphinx://127.0.0.1:9312/fulltext1" CHARACTER SET utf8 ; I'm getting ERROR 1064 (42000): You have an error in your SQL syntax; On 02/17/2014 04:46 PM, Bryon Baker wrote: > > The table did get created for me but would not work until I recreated > using the IP address. There was some testing procedures I used from > the Sphinx site to figures this out I will send them in another email > if I can find the again. > > 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:*Yavor Marinov [mailto:ymarinov at neterra.net] > *Sent:* Monday, February 17, 2014 8:42 AM > *To:* Bryon Baker > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] Sphinx and RT > > Actually, the script *rt-setup-fulltext-index* is supposed to do that. > And I've tried everything, localhost,127.0.0.1, the real hostname, the > real IP - nothing made this script working. > > Are you advising me to create this table by hand? Because if it's this > ... i can just cut my wrists ;) > > On 02/17/2014 04:30 PM, Bryon Baker wrote: > > Check the setup on this table I found that the only way it works > for me is if I use the IP address instead of ?localhost?. > > CREATE TABLE `AttachmentsIndex` ( > > `id` int(10) unsigned NOT NULL, > > `weight` int(11) NOT NULL, > > `query` varchar(3072) NOT NULL, > > KEY `query` (`query`(1024)) > > ) ENGINE=SPHINX DEFAULT CHARSET=utf8 > CONNECTION='sphinx://?ipaddress of host?:3312/rt'$$ > > 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-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of > *Yavor Marinov > *Sent:* Monday, February 17, 2014 8:20 AM > *To:* rt-users at lists.bestpractical.com > > *Subject:* [rt-users] Sphinx and RT > > Hi, > > I'm almost desperate - after spending 2 days trying to implement > the fulltext search in RT 4.2.2 i'm still at the point, where i > can't find proper information regarding my issue. Here is my setup: > > CentOS 6 > MySQL 5.1.73 (grabbed from repos, beside that i downloaded the > source version of this MySQL in order to compile the sphinx lib) > Sphinx 2.1.5 (from their official website) > RT 4.2.2 > > So, from the source directory of Sphinx, i copied the "mysqlse" > content to the source tree of the mysql. *Only* compiled MySQL > (without install) - installed the Sphinx lib, and everything went > smooth. Currently this is the result from MySQL engines: > > mysql> select * from mysql.plugin; > +--------+--------------+ > | name | dl | > +--------+--------------+ > | sphinx | ha_sphinx.so | > +--------+--------------+ > 1 row in set (0.00 sec) > > mysql> > > It's loaded, Sphinx is working: > > [root at rtmig ymarinov]# ps xa|grep search > 7162 ? S 0:00 /usr/bin/searchd --config > /etc/sphinx/sphinx.conf > 7163 ? Sl 0:05 /usr/bin/searchd --config > /etc/sphinx/sphinx.conf > 8103 pts/0 S+ 0:00 grep search > [root at rtmig ymarinov]# > > At this point, everything looks find, but once i try to run > *rt-setup-fulltext-index*, i got the following error: > > [7409] [Mon Feb 17 13:09:33 2014] [critical]: DBI > connect('dbname=rt4;host=localhost','root',...) failed: Can't > connect to local MySQL server through socket > '/var/lib/mysql/mysql.sock' (111) at ./rt-setup-fulltext-index > line 581. (/opt/rt4/sbin/../lib/RT.pm:393) > DBI connect('dbname=rt4;host=localhost','root',...) failed: Can't > connect to local MySQL server through socket > '/var/lib/mysql/mysql.sock' (111) at ./rt-setup-fulltext-index > line 581. > > No matter, what user or password i'm using - this is the error i'm > getting. > Point me something to look for, please. Can I just use the "CREATE > TABLE" which is in this script, or there is something else which > have to be done? > > BR. > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Mon Feb 17 10:46:04 2014 From: bbaker at copesan.com (Bryon Baker) Date: Mon, 17 Feb 2014 15:46:04 +0000 Subject: [rt-users] Sphinx and RT In-Reply-To: <53022BDE.9020200@neterra.net> References: <53021AAC.7020006@neterra.net> <2f6ba97fd5564e9b87425a6ba6542af3@BLUPR05MB788.namprd05.prod.outlook.com> <53021FA9.1090807@neterra.net> <51d165d242c34483b2347a8882d75c91@BLUPR05MB788.namprd05.prod.outlook.com> <53022BDE.9020200@neterra.net> Message-ID: <495d87e074ef4b4f9fc500a866f9bea6@BLUPR05MB788.namprd05.prod.outlook.com> The table will always be empty. This was unexpected for me as well somewhere I did find some SQL that would test Sphinx and MySQL integration. Just can?t find it again. Still looking. 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: Yavor Marinov [mailto:ymarinov at neterra.net] Sent: Monday, February 17, 2014 9:34 AM To: Bryon Baker Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Sphinx and RT It seems that the table AttachmentIndex is created, but currently it's empty. Once i try to insert the values i'm getting this: ERROR 2013 (HY000): Lost connection to MySQL server during query Even if I try to drop that table, I'm getting the same problem. Also creating executing the following CREATE TABLE Sphinx ( id INTEGER UNSIGNED NOT NULL, weight INTEGER NOT NULL, query VARCHAR(3072) NOT NULL, INDEX(query) ) ENGINE=SPHINX CONNECTION="sphinx://127.0.0.1:9312/fulltext1" CHARACTER SET utf8 ; I'm getting ERROR 1064 (42000): You have an error in your SQL syntax; On 02/17/2014 04:46 PM, Bryon Baker wrote: The table did get created for me but would not work until I recreated using the IP address. There was some testing procedures I used from the Sphinx site to figures this out I will send them in another email if I can find the again. 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: Yavor Marinov [mailto:ymarinov at neterra.net] Sent: Monday, February 17, 2014 8:42 AM To: Bryon Baker Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Sphinx and RT Actually, the script rt-setup-fulltext-index is supposed to do that. And I've tried everything, localhost,127.0.0.1, the real hostname, the real IP - nothing made this script working. Are you advising me to create this table by hand? Because if it's this ... i can just cut my wrists ;) On 02/17/2014 04:30 PM, Bryon Baker wrote: Check the setup on this table I found that the only way it works for me is if I use the IP address instead of ?localhost?. CREATE TABLE `AttachmentsIndex` ( `id` int(10) unsigned NOT NULL, `weight` int(11) NOT NULL, `query` varchar(3072) NOT NULL, KEY `query` (`query`(1024)) ) ENGINE=SPHINX DEFAULT CHARSET=utf8 CONNECTION='sphinx://?ipaddress of host?:3312/rt'$$ 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-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yavor Marinov Sent: Monday, February 17, 2014 8:20 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Sphinx and RT Hi, I'm almost desperate - after spending 2 days trying to implement the fulltext search in RT 4.2.2 i'm still at the point, where i can't find proper information regarding my issue. Here is my setup: CentOS 6 MySQL 5.1.73 (grabbed from repos, beside that i downloaded the source version of this MySQL in order to compile the sphinx lib) Sphinx 2.1.5 (from their official website) RT 4.2.2 So, from the source directory of Sphinx, i copied the "mysqlse" content to the source tree of the mysql. Only compiled MySQL (without install) - installed the Sphinx lib, and everything went smooth. Currently this is the result from MySQL engines: mysql> select * from mysql.plugin; +--------+--------------+ | name | dl | +--------+--------------+ | sphinx | ha_sphinx.so | +--------+--------------+ 1 row in set (0.00 sec) mysql> It's loaded, Sphinx is working: [root at rtmig ymarinov]# ps xa|grep search 7162 ? S 0:00 /usr/bin/searchd --config /etc/sphinx/sphinx.conf 7163 ? Sl 0:05 /usr/bin/searchd --config /etc/sphinx/sphinx.conf 8103 pts/0 S+ 0:00 grep search [root at rtmig ymarinov]# At this point, everything looks find, but once i try to run rt-setup-fulltext-index, i got the following error: [7409] [Mon Feb 17 13:09:33 2014] [critical]: DBI connect('dbname=rt4;host=localhost','root',...) failed: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (111) at ./rt-setup-fulltext-index line 581. (/opt/rt4/sbin/../lib/RT.pm:393) DBI connect('dbname=rt4;host=localhost','root',...) failed: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (111) at ./rt-setup-fulltext-index line 581. No matter, what user or password i'm using - this is the error i'm getting. Point me something to look for, please. Can I just use the "CREATE TABLE" which is in this script, or there is something else which have to be done? BR. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ymarinov at neterra.net Mon Feb 17 10:51:57 2014 From: ymarinov at neterra.net (Yavor Marinov) Date: Mon, 17 Feb 2014 17:51:57 +0200 Subject: [rt-users] Sphinx and RT In-Reply-To: <495d87e074ef4b4f9fc500a866f9bea6@BLUPR05MB788.namprd05.prod.outlook.com> References: <53021AAC.7020006@neterra.net> <2f6ba97fd5564e9b87425a6ba6542af3@BLUPR05MB788.namprd05.prod.outlook.com> <53021FA9.1090807@neterra.net> <51d165d242c34483b2347a8882d75c91@BLUPR05MB788.namprd05.prod.outlook.com> <53022BDE.9020200@neterra.net> <495d87e074ef4b4f9fc500a866f9bea6@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: <5302301D.7070408@neterra.net> Since i'm struggle with this all day now, i tried everything even the following create table: CREATE TABLE t1 ( id INTEGER UNSIGNED NOT NULL, weight INTEGER NOT NULL, query VARCHAR(3072) NOT NULL, group_id INTEGER, INDEX(query) ) ENGINE=SPHINX CONNECTION="sphinx://127.0.0.1:9312/fulltext1" CHARACTER SET utf8; Still the error is: ERROR 2013 (HY000): Lost connection to MySQL server during query Directly searching from the command line using "search" i'm getting results, but still i'm missing something between RT and Sphinx/MySQL On 02/17/2014 05:46 PM, Bryon Baker wrote: > > The table will always be empty. This was unexpected for me as well > somewhere I did find some SQL that would test Sphinx and MySQL > integration. Just can?t find it again. > > Still looking. > > 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:*Yavor Marinov [mailto:ymarinov at neterra.net] > *Sent:* Monday, February 17, 2014 9:34 AM > *To:* Bryon Baker > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] Sphinx and RT > > It seems that the table AttachmentIndex is created, but currently it's > empty. Once i try to insert the values i'm getting this: > > ERROR 2013 (HY000): Lost connection to MySQL server during query > > Even if I try to drop that table, I'm getting the same problem. Also > creating executing the following > > CREATE TABLE Sphinx ( > id INTEGER UNSIGNED NOT NULL, > weight INTEGER NOT NULL, > query VARCHAR(3072) NOT NULL, > INDEX(query) > ) ENGINE=SPHINX CONNECTION="sphinx://127.0.0.1:9312/fulltext1" > CHARACTER SET utf8 ; > > I'm getting > > ERROR 1064 (42000): You have an error in your SQL syntax; > > On 02/17/2014 04:46 PM, Bryon Baker wrote: > > The table did get created for me but would not work until I > recreated using the IP address. There was some testing procedures > I used from the Sphinx site to figures this out I will send them > in another email if I can find the again. > > 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:*Yavor Marinov [mailto:ymarinov at neterra.net] > *Sent:* Monday, February 17, 2014 8:42 AM > *To:* Bryon Baker > *Cc:* rt-users at lists.bestpractical.com > > *Subject:* Re: [rt-users] Sphinx and RT > > Actually, the script *rt-setup-fulltext-index* is supposed to do > that. And I've tried everything, localhost,127.0.0.1, the real > hostname, the real IP - nothing made this script working. > > Are you advising me to create this table by hand? Because if it's > this ... i can just cut my wrists ;) > > On 02/17/2014 04:30 PM, Bryon Baker wrote: > > Check the setup on this table I found that the only way it > works for me is if I use the IP address instead of ?localhost?. > > CREATE TABLE `AttachmentsIndex` ( > > `id` int(10) unsigned NOT NULL, > > `weight` int(11) NOT NULL, > > `query` varchar(3072) NOT NULL, > > KEY `query` (`query`(1024)) > > ) ENGINE=SPHINX DEFAULT CHARSET=utf8 > CONNECTION='sphinx://?ipaddress of host?:3312/rt'$$ > > 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-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf > Of *Yavor Marinov > *Sent:* Monday, February 17, 2014 8:20 AM > *To:* rt-users at lists.bestpractical.com > > *Subject:* [rt-users] Sphinx and RT > > Hi, > > I'm almost desperate - after spending 2 days trying to > implement the fulltext search in RT 4.2.2 i'm still at the > point, where i can't find proper information regarding my > issue. Here is my setup: > > CentOS 6 > MySQL 5.1.73 (grabbed from repos, beside that i downloaded the > source version of this MySQL in order to compile the sphinx lib) > Sphinx 2.1.5 (from their official website) > RT 4.2.2 > > So, from the source directory of Sphinx, i copied the > "mysqlse" content to the source tree of the mysql. *Only* > compiled MySQL (without install) - installed the Sphinx lib, > and everything went smooth. Currently this is the result from > MySQL engines: > > mysql> select * from mysql.plugin; > +--------+--------------+ > | name | dl | > +--------+--------------+ > | sphinx | ha_sphinx.so | > +--------+--------------+ > 1 row in set (0.00 sec) > > mysql> > > It's loaded, Sphinx is working: > > [root at rtmig ymarinov]# ps xa|grep search > 7162 ? S 0:00 /usr/bin/searchd --config > /etc/sphinx/sphinx.conf > 7163 ? Sl 0:05 /usr/bin/searchd --config > /etc/sphinx/sphinx.conf > 8103 pts/0 S+ 0:00 grep search > [root at rtmig ymarinov]# > > At this point, everything looks find, but once i try to run > *rt-setup-fulltext-index*, i got the following error: > > [7409] [Mon Feb 17 13:09:33 2014] [critical]: DBI > connect('dbname=rt4;host=localhost','root',...) failed: Can't > connect to local MySQL server through socket > '/var/lib/mysql/mysql.sock' (111) at ./rt-setup-fulltext-index > line 581. (/opt/rt4/sbin/../lib/RT.pm:393) > DBI connect('dbname=rt4;host=localhost','root',...) failed: > Can't connect to local MySQL server through socket > '/var/lib/mysql/mysql.sock' (111) at ./rt-setup-fulltext-index > line 581. > > No matter, what user or password i'm using - this is the error > i'm getting. > Point me something to look for, please. Can I just use the > "CREATE TABLE" which is in this script, or there is something > else which have to be done? > > BR. > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Mon Feb 17 10:55:05 2014 From: bbaker at copesan.com (Bryon Baker) Date: Mon, 17 Feb 2014 15:55:05 +0000 Subject: [rt-users] Sphinx and RT In-Reply-To: <5302301D.7070408@neterra.net> References: <53021AAC.7020006@neterra.net> <2f6ba97fd5564e9b87425a6ba6542af3@BLUPR05MB788.namprd05.prod.outlook.com> <53021FA9.1090807@neterra.net> <51d165d242c34483b2347a8882d75c91@BLUPR05MB788.namprd05.prod.outlook.com> <53022BDE.9020200@neterra.net> <495d87e074ef4b4f9fc500a866f9bea6@BLUPR05MB788.namprd05.prod.outlook.com> <5302301D.7070408@neterra.net> Message-ID: <3d86f7c106be44ccb35e3d8a416196dc@BLUPR05MB788.namprd05.prod.outlook.com> Are you sure the MySQL tcp port is 9312? That is not default 3312 is did you change it? 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: Yavor Marinov [mailto:ymarinov at neterra.net] Sent: Monday, February 17, 2014 9:52 AM To: Bryon Baker Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Sphinx and RT Since i'm struggle with this all day now, i tried everything even the following create table: CREATE TABLE t1 ( id INTEGER UNSIGNED NOT NULL, weight INTEGER NOT NULL, query VARCHAR(3072) NOT NULL, group_id INTEGER, INDEX(query) ) ENGINE=SPHINX CONNECTION="sphinx://127.0.0.1:9312/fulltext1" CHARACTER SET utf8; Still the error is: ERROR 2013 (HY000): Lost connection to MySQL server during query Directly searching from the command line using "search" i'm getting results, but still i'm missing something between RT and Sphinx/MySQL On 02/17/2014 05:46 PM, Bryon Baker wrote: The table will always be empty. This was unexpected for me as well somewhere I did find some SQL that would test Sphinx and MySQL integration. Just can?t find it again. Still looking. 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: Yavor Marinov [mailto:ymarinov at neterra.net] Sent: Monday, February 17, 2014 9:34 AM To: Bryon Baker Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Sphinx and RT It seems that the table AttachmentIndex is created, but currently it's empty. Once i try to insert the values i'm getting this: ERROR 2013 (HY000): Lost connection to MySQL server during query Even if I try to drop that table, I'm getting the same problem. Also creating executing the following CREATE TABLE Sphinx ( id INTEGER UNSIGNED NOT NULL, weight INTEGER NOT NULL, query VARCHAR(3072) NOT NULL, INDEX(query) ) ENGINE=SPHINX CONNECTION="sphinx://127.0.0.1:9312/fulltext1" CHARACTER SET utf8 ; I'm getting ERROR 1064 (42000): You have an error in your SQL syntax; On 02/17/2014 04:46 PM, Bryon Baker wrote: The table did get created for me but would not work until I recreated using the IP address. There was some testing procedures I used from the Sphinx site to figures this out I will send them in another email if I can find the again. 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: Yavor Marinov [mailto:ymarinov at neterra.net] Sent: Monday, February 17, 2014 8:42 AM To: Bryon Baker Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Sphinx and RT Actually, the script rt-setup-fulltext-index is supposed to do that. And I've tried everything, localhost,127.0.0.1, the real hostname, the real IP - nothing made this script working. Are you advising me to create this table by hand? Because if it's this ... i can just cut my wrists ;) On 02/17/2014 04:30 PM, Bryon Baker wrote: Check the setup on this table I found that the only way it works for me is if I use the IP address instead of ?localhost?. CREATE TABLE `AttachmentsIndex` ( `id` int(10) unsigned NOT NULL, `weight` int(11) NOT NULL, `query` varchar(3072) NOT NULL, KEY `query` (`query`(1024)) ) ENGINE=SPHINX DEFAULT CHARSET=utf8 CONNECTION='sphinx://?ipaddress of host?:3312/rt'$$ 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-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Yavor Marinov Sent: Monday, February 17, 2014 8:20 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Sphinx and RT Hi, I'm almost desperate - after spending 2 days trying to implement the fulltext search in RT 4.2.2 i'm still at the point, where i can't find proper information regarding my issue. Here is my setup: CentOS 6 MySQL 5.1.73 (grabbed from repos, beside that i downloaded the source version of this MySQL in order to compile the sphinx lib) Sphinx 2.1.5 (from their official website) RT 4.2.2 So, from the source directory of Sphinx, i copied the "mysqlse" content to the source tree of the mysql. Only compiled MySQL (without install) - installed the Sphinx lib, and everything went smooth. Currently this is the result from MySQL engines: mysql> select * from mysql.plugin; +--------+--------------+ | name | dl | +--------+--------------+ | sphinx | ha_sphinx.so | +--------+--------------+ 1 row in set (0.00 sec) mysql> It's loaded, Sphinx is working: [root at rtmig ymarinov]# ps xa|grep search 7162 ? S 0:00 /usr/bin/searchd --config /etc/sphinx/sphinx.conf 7163 ? Sl 0:05 /usr/bin/searchd --config /etc/sphinx/sphinx.conf 8103 pts/0 S+ 0:00 grep search [root at rtmig ymarinov]# At this point, everything looks find, but once i try to run rt-setup-fulltext-index, i got the following error: [7409] [Mon Feb 17 13:09:33 2014] [critical]: DBI connect('dbname=rt4;host=localhost','root',...) failed: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (111) at ./rt-setup-fulltext-index line 581. (/opt/rt4/sbin/../lib/RT.pm:393) DBI connect('dbname=rt4;host=localhost','root',...) failed: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (111) at ./rt-setup-fulltext-index line 581. No matter, what user or password i'm using - this is the error i'm getting. Point me something to look for, please. Can I just use the "CREATE TABLE" which is in this script, or there is something else which have to be done? BR. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ymarinov at neterra.net Mon Feb 17 11:12:21 2014 From: ymarinov at neterra.net (Yavor Marinov) Date: Mon, 17 Feb 2014 18:12:21 +0200 Subject: [rt-users] Sphinx and RT In-Reply-To: <3d86f7c106be44ccb35e3d8a416196dc@BLUPR05MB788.namprd05.prod.outlook.com> References: <53021AAC.7020006@neterra.net> <2f6ba97fd5564e9b87425a6ba6542af3@BLUPR05MB788.namprd05.prod.outlook.com> <53021FA9.1090807@neterra.net> <51d165d242c34483b2347a8882d75c91@BLUPR05MB788.namprd05.prod.outlook.com> <53022BDE.9020200@neterra.net> <495d87e074ef4b4f9fc500a866f9bea6@BLUPR05MB788.namprd05.prod.outlook.com> <5302301D.7070408@neterra.net> <3d86f7c106be44ccb35e3d8a416196dc@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: <530234E5.9060202@neterra.net> Yes, that's correct i got this value in /etc/sphinx/sphinx.conf listen = 9312 listen = 9306:mysql41 9306 is for SphinxQL On 02/17/2014 05:55 PM, Bryon Baker wrote: > > Are you sure the MySQL tcp port is 9312? That is not default 3312 is > did you change it? > > 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:*Yavor Marinov [mailto:ymarinov at neterra.net] > *Sent:* Monday, February 17, 2014 9:52 AM > *To:* Bryon Baker > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] Sphinx and RT > > Since i'm struggle with this all day now, i tried everything even the > following create table: > > CREATE TABLE t1 > ( > id INTEGER UNSIGNED NOT NULL, > weight INTEGER NOT NULL, > query VARCHAR(3072) NOT NULL, > group_id INTEGER, > INDEX(query) > ) ENGINE=SPHINX CONNECTION="sphinx://127.0.0.1:9312/fulltext1" > CHARACTER SET utf8; > > > Still the error is: > > ERROR 2013 (HY000): Lost connection to MySQL server during query > > Directly searching from the command line using "search" i'm getting > results, but still i'm missing something between RT and Sphinx/MySQL > > On 02/17/2014 05:46 PM, Bryon Baker wrote: > > The table will always be empty. This was unexpected for me as > well somewhere I did find some SQL that would test Sphinx and > MySQL integration. Just can?t find it again. > > Still looking. > > 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:*Yavor Marinov [mailto:ymarinov at neterra.net] > *Sent:* Monday, February 17, 2014 9:34 AM > *To:* Bryon Baker > *Cc:* rt-users at lists.bestpractical.com > > *Subject:* Re: [rt-users] Sphinx and RT > > It seems that the table AttachmentIndex is created, but currently > it's empty. Once i try to insert the values i'm getting this: > > ERROR 2013 (HY000): Lost connection to MySQL server during query > > Even if I try to drop that table, I'm getting the same problem. > Also creating executing the following > > CREATE TABLE Sphinx ( > id INTEGER UNSIGNED NOT NULL, > weight INTEGER NOT NULL, > query VARCHAR(3072) NOT NULL, > INDEX(query) > ) ENGINE=SPHINX CONNECTION="sphinx://127.0.0.1:9312/fulltext1" > CHARACTER SET utf8 ; > > I'm getting > > ERROR 1064 (42000): You have an error in your SQL syntax; > > On 02/17/2014 04:46 PM, Bryon Baker wrote: > > The table did get created for me but would not work until I > recreated using the IP address. There was some testing > procedures I used from the Sphinx site to figures this out I > will send them in another email if I can find the again. > > 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:*Yavor Marinov [mailto:ymarinov at neterra.net] > *Sent:* Monday, February 17, 2014 8:42 AM > *To:* Bryon Baker > *Cc:* rt-users at lists.bestpractical.com > > *Subject:* Re: [rt-users] Sphinx and RT > > Actually, the script *rt-setup-fulltext-index* is supposed to > do that. And I've tried everything, localhost,127.0.0.1, the > real hostname, the real IP - nothing made this script working. > > Are you advising me to create this table by hand? Because if > it's this ... i can just cut my wrists ;) > > On 02/17/2014 04:30 PM, Bryon Baker wrote: > > Check the setup on this table I found that the only way it > works for me is if I use the IP address instead of > ?localhost?. > > CREATE TABLE `AttachmentsIndex` ( > > `id` int(10) unsigned NOT NULL, > > `weight` int(11) NOT NULL, > > `query` varchar(3072) NOT NULL, > > KEY `query` (`query`(1024)) > > ) ENGINE=SPHINX DEFAULT CHARSET=utf8 > CONNECTION='sphinx://?ipaddress of host?:3312/rt'$$ > > 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-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] *On > Behalf Of *Yavor Marinov > *Sent:* Monday, February 17, 2014 8:20 AM > *To:* rt-users at lists.bestpractical.com > > *Subject:* [rt-users] Sphinx and RT > > Hi, > > I'm almost desperate - after spending 2 days trying to > implement the fulltext search in RT 4.2.2 i'm still at the > point, where i can't find proper information regarding my > issue. Here is my setup: > > CentOS 6 > MySQL 5.1.73 (grabbed from repos, beside that i downloaded > the source version of this MySQL in order to compile the > sphinx lib) > Sphinx 2.1.5 (from their official website) > RT 4.2.2 > > So, from the source directory of Sphinx, i copied the > "mysqlse" content to the source tree of the mysql. *Only* > compiled MySQL (without install) - installed the Sphinx > lib, and everything went smooth. Currently this is the > result from MySQL engines: > > mysql> select * from mysql.plugin; > +--------+--------------+ > | name | dl | > +--------+--------------+ > | sphinx | ha_sphinx.so | > +--------+--------------+ > 1 row in set (0.00 sec) > > mysql> > > It's loaded, Sphinx is working: > > [root at rtmig ymarinov]# ps xa|grep search > 7162 ? S 0:00 /usr/bin/searchd --config > /etc/sphinx/sphinx.conf > 7163 ? Sl 0:05 /usr/bin/searchd --config > /etc/sphinx/sphinx.conf > 8103 pts/0 S+ 0:00 grep search > [root at rtmig ymarinov]# > > At this point, everything looks find, but once i try to > run *rt-setup-fulltext-index*, i got the following error: > > [7409] [Mon Feb 17 13:09:33 2014] [critical]: DBI > connect('dbname=rt4;host=localhost','root',...) failed: > Can't connect to local MySQL server through socket > '/var/lib/mysql/mysql.sock' (111) at > ./rt-setup-fulltext-index line 581. > (/opt/rt4/sbin/../lib/RT.pm:393) > DBI connect('dbname=rt4;host=localhost','root',...) > failed: Can't connect to local MySQL server through socket > '/var/lib/mysql/mysql.sock' (111) at > ./rt-setup-fulltext-index line 581. > > No matter, what user or password i'm using - this is the > error i'm getting. > Point me something to look for, please. Can I just use the > "CREATE TABLE" which is in this script, or there is > something else which have to be done? > > BR. > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From charlycr74 at yahoo.com.ar Mon Feb 17 11:10:52 2014 From: charlycr74 at yahoo.com.ar (charlycr74 at yahoo.com.ar) Date: Mon, 17 Feb 2014 08:10:52 -0800 (PST) Subject: [rt-users] Draft of messages In-Reply-To: <20140215233546.GE2970@jibsheet.com> References: <1392164891.75475.YahooMailNeo@web162605.mail.bf1.yahoo.com> <20140212163409.GA38613@jibsheet.com> <20140213084958.GA6228@easter-eggs.com> <1392322995.94859.YahooMailNeo@web162601.mail.bf1.yahoo.com> <52FDE933.1040307@easter-eggs.com> <1392409024.17538.YahooMailNeo@web162601.mail.bf1.yahoo.com> <20140215233546.GE2970@jibsheet.com> Message-ID: <1392653452.65465.YahooMailNeo@web162603.mail.bf1.yahoo.com> See here, let me know if you need something else: [root at rtwebserver RT-Extension-Drafts-0.01]# ls -l /data/sites/rt.domain.com/rt4/lib/ total 28 drwxr-xr-x 18 root bin? 4096 Apr? 6? 2013 RT -rw-r--r--? 1 root bin 23298 Apr? 6? 2013 RT.pm [root at rtwebserver RT-Extension-Drafts-0.01]# perl Makefile.PL Cannot determine perl version info from lib/RT/Extension/Drafts.pm Cannot find the location of RT.pm that defines $RT::LocalPath in: inc /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 . /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib /sw/lib/rt3 /sw/lib Path to your RT.pm:? /data/sites/rt.domain.com/rt4/lib/RT.pm Cannot find the location of RT.pm that defines $RT::LocalPath in: inc /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 . /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib /sw/lib/rt3 /sw/lib /data/sites/rt.domain.com/rt4/lib/RT.pm /data/sites/rt.domain.com/rt4/lib/RT.pm/rt3/lib /data/sites/rt.domain.com/rt4/lib/RT.pm/lib/rt3 /data/sites/rt.domain.com/rt4/lib/RT.pm/lib Path to your RT.pm:? El d?a s?bado, 15 de febrero de 2014 18:36, Kevin Falcone escribi?: On Fri, Feb 14, 2014 at 12:17:04PM -0800, charlycr74 at yahoo.com.ar wrote: > something fool.. > my RT instance is not installed on the default location, when it was > asking for the location of RT.pm I was putting the full path to the > file, including file name. Since I had to enter the path over and > over, I thought that was not compatible with my RT version. The piece of code which prompts you for your RT location trims off RT.pm, so if you type /opt/sw/request-tracker/lib/RT.pm it should remove RT.pm. Would you show it failing for you so I can file a bug against Module::Install::RTx (the support module used here) if needed? -kevin -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training From jblaine at kickflop.net Mon Feb 17 12:12:13 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 17 Feb 2014 12:12:13 -0500 Subject: [rt-users] Custom fields export In-Reply-To: <5301C521.5070408@neterra.net> References: <5301C521.5070408@neterra.net> Message-ID: <530242ED.2070709@kickflop.net> > does anyone knows any easy way to export only custom fields settings, in > order to migrate RT 4.2.2 ? Just run duplicate-rt-instance-but-without-tickets.pl :( There is no easy way. Get out your database scalpel. From marko.cupac at mimar.rs Mon Feb 17 13:34:21 2014 From: marko.cupac at mimar.rs (Marko =?UTF-8?B?Q3VwYcSH?=) Date: Mon, 17 Feb 2014 19:34:21 +0100 Subject: [rt-users] QueueSummaryByLifecycle warning In-Reply-To: <1392394309.5863.62.camel@umgah.localdomain> References: <20140213110502.82787936dee7aade95c426a1@mimar.rs> <20140213145247.GE6350@jibsheet.com> <20140214105455.fb24dc0eba3622107f8e18c6@mimar.rs> <1392394309.5863.62.camel@umgah.localdomain> Message-ID: <20140217193421.26638c829fb8b031eb3b24c9@mimar.rs> On Fri, 14 Feb 2014 11:11:49 -0500 Alex Vandiver wrote: > This points to having skipped the 4.0.9 upgrade step. You should > check your upgrade history in Admin ? Tools ? System Configuration. Sorry for late reply, I was offline for weekend. System configuration shows history starts from 4.0.19. Database was exported on another server where rt was at 4.0.19. After that, new server was installed with 4.2.2, database was imported, and then upgraded to current version. Anyway, how can this be fixed? Can I just re-run database upgrade from earlier version? If so, from which? I am afraid at this moment it can't be said with certainty what was the original rt version, and which database upgrades were skipped. -- Marko Cupa? From andrius.kulbis at gmail.com Tue Feb 18 07:10:51 2014 From: andrius.kulbis at gmail.com (andkulb) Date: Tue, 18 Feb 2014 04:10:51 -0800 (PST) Subject: [rt-users] No __TimeLeft__ value in search result Message-ID: <1392725451929-56683.post@n7.nabble.com> Hello, I set my custom search format in RT_SiteConfig like this: This is the time values for the ticket: Created: Tue Feb 18 13:28:25 2014 Starts: Tue Feb 18 13:28:25 2014 Started: Tue Feb 18 13:28:25 2014 Last Contact: Tue Feb 18 13:30:25 2014 Due: Wed Feb 19 00:00:00 2014 Still, the __TimeLeft__ field is always blank. What is the problem? -- View this message in context: http://requesttracker.8502.n7.nabble.com/No-TimeLeft-value-in-search-result-tp56683.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From guadagnino.cristiano at creval.it Tue Feb 18 09:58:29 2014 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Tue, 18 Feb 2014 14:58:29 +0000 Subject: [rt-users] REST call to retrieve list of groups In-Reply-To: <52F3C759.4010506@creval.it> References: <52F0CD90.2090009@creval.it> <1391535992.27447.10.camel@umgah.localdomain> <52F3C759.4010506@creval.it> Message-ID: <53037558.9000303@creval.it> I'm sorry to bump this thread, but I never had any feedback, neither positive nor negative. Is this something supposed to work in 4.2.2 or not? Thank you Bye Cris Guadagnino Cristiano ha scritto: > Hi Alex > > -----Messaggio originale----- > Da: Alex Vandiver > Inviato: Tue Feb 04 2014 18:46:32 GMT+0100 (CET) > A: rt-users at lists.bestpractical.com > Oggetto: Re: [rt-users] REST call to retrieve list of groups > >> RT 4.2.2 adds a search endpoint for users and groups: >> >> rt ls -t groups >> id: group/1238 >> Name: RT hackers >> Description: RT hackers >> Disabled: 0 >> >> -- >> >> id: group/14255 >> Name: BPS Staff >> Description: >> Disabled: 0 >> >> [...] >> >> The endpoint is /REST/1.0/search/groups >> >> - Alex >> > Alex, maybe I misunderstood you message. > > I have just completed the upgrade to 4.2.2 (from 4.2.1), so I tried > pasting this url in the browser: > > http://amended/REST/1.0/search/groups > > and this is the reply I got: > > no value sent for required parameter 'query' > Stack: > [/opt/rt4/share/html/REST/1.0/autohandler:54] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] > [/opt/rt4/share/html/autohandler:53] > > What am I missing? > > T.I.A. > > Bye > Cris From tony.arnold at manchester.ac.uk Tue Feb 18 10:15:46 2014 From: tony.arnold at manchester.ac.uk (Tony Arnold) Date: Tue, 18 Feb 2014 15:15:46 +0000 Subject: [rt-users] Getting bounced e-mails to come back to RT Message-ID: <53037922.1090306@manchester.ac.uk> My current config has $SetOutgoingMailFrom to 1, but bounced messages are returned to the user ID that the web server runs under, and not back to an RT managed address. The doc says setting the above to 1 causes bounced mail to be returned to the correspond address for the queue. On the config page for my main queue, this is shown blank with a comment underneath showing what it defaults to, but bounced mails are not coming back to that. Any ideas? What do I need to do to get bounced mail to be returned to RT? Regards, Tony. P.S., Using RT 3.8.14 with RTIR 2.6.1. -- Tony Arnold, Tel: +44 (0) 161 275 6093 Head of IT Security, Fax: +44 (0) 705 344 3082 University of Manchester, Mob: +44 (0) 773 330 0039 Manchester M13 9PL. Email: tony.arnold at manchester.ac.uk From falcone at bestpractical.com Tue Feb 18 10:39:29 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 18 Feb 2014 10:39:29 -0500 Subject: [rt-users] REST call to retrieve list of groups In-Reply-To: <53037558.9000303@creval.it> References: <52F0CD90.2090009@creval.it> <1391535992.27447.10.camel@umgah.localdomain> <52F3C759.4010506@creval.it> <53037558.9000303@creval.it> Message-ID: <20140218153929.GF2970@jibsheet.com> On Tue, Feb 18, 2014 at 02:58:29PM +0000, Guadagnino Cristiano wrote: > I'm sorry to bump this thread, but I never had any feedback, neither > positive nor negative. > Is this something supposed to work in 4.2.2 or not? > >> rt ls -t groups When someone shows a bin/rt command that works, you can always see what it is doing by re-running it locally and adding RTDEBUG=3 to the shell environment (or debug 3 to your rtrc). The error will become clear once you do that. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From drhamilton11 at hotmail.com Tue Feb 18 10:39:41 2014 From: drhamilton11 at hotmail.com (drhamilton11) Date: Tue, 18 Feb 2014 07:39:41 -0800 (PST) Subject: [rt-users] Relative Date Search Help - current week(end)? Message-ID: <1392737981018-56688.post@n7.nabble.com> Currently on RT 4.0.12 Doing a custom search and could use some help. We are using a custom search field (date/time) and trying to do a search for anything for the current weekend. Tried using logic such as 'friday after last' and other things, but no luck. Trying to set up some dashboards so when viewed, it'll show tickets for the current weekend. Best I got so far was > 'last sunday' AND < 'next monday'. That at least shows the current week, but I need ONLY the weekend. Thanks in advance! -- View this message in context: http://requesttracker.8502.n7.nabble.com/Relative-Date-Search-Help-current-week-end-tp56688.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Tue Feb 18 10:45:28 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 18 Feb 2014 10:45:28 -0500 Subject: [rt-users] Getting bounced e-mails to come back to RT In-Reply-To: <53037922.1090306@manchester.ac.uk> References: <53037922.1090306@manchester.ac.uk> Message-ID: <20140218154528.GG2970@jibsheet.com> On Tue, Feb 18, 2014 at 03:15:46PM +0000, Tony Arnold wrote: > My current config has $SetOutgoingMailFrom to 1, but bounced messages > are returned to the user ID that the web server runs under, and not back > to an RT managed address. > > The doc says setting the above to 1 causes bounced mail to be returned > to the correspond address for the queue. On the config page for my main > queue, this is shown blank with a comment underneath showing what it > defaults to, but bounced mails are not coming back to that. > > Any ideas? What do I need to do to get bounced mail to be returned to RT? > > P.S., Using RT 3.8.14 with RTIR 2.6.1. Your version of RT had a number of issues with the original implementation of SetOutgoingMailFrom. It relied on Queues having a CorrespondAddress set (it wouldn't fall back to the global $CorrespondAddress set in your config). This wasn't fixed until later in 4.0 https://github.com/bestpractical/rt/commit/79a039f9d2a9006d5a61e9732224a41e27ba06de It also would cause problems with sendmail(tm) and postfix when sending real bounces (more explanation here). https://github.com/bestpractical/rt/commit/e707f34ee7d9577a214590ee31f4b1ac3920112d I suggest you think about applying the second of these patches and for setting the address, set up Set($OverrideOutgoingMailFrom, so that it at least has the default set since the code should fall back to that. These configurations are considerably better in late 4.0 and 4.2. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From gd250 at cam.ac.uk Tue Feb 18 12:14:58 2014 From: gd250 at cam.ac.uk (Gareth Dawson) Date: Tue, 18 Feb 2014 17:14:58 +0000 Subject: [rt-users] Relative Date Search Help - current week(end)? Message-ID: Why not just next Saturday or next Sunday On 18 Feb 2014 15:39, drhamilton11 wrote: > > Currently on RT 4.0.12 > > Doing a custom search and could use some help.? We are using a custom search > field (date/time) and trying to do a search for anything for the current > weekend.? Tried using logic such as 'friday after last' and other things, > but no luck. > > Trying to set up some dashboards so when viewed, it'll show tickets for the > current weekend.? Best I got so far was > 'last sunday' AND < 'next monday'. > That at least shows the current week, but I need ONLY the weekend. > > Thanks in advance! > > > > -- > View this message in context: http://requesttracker.8502.n7.nabble.com/Relative-Date-Search-Help-current-week-end-tp56688.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- > RT Training London, March 19-20 and Dallas May 20-21 > http://bestpractical.com/training From falcone at bestpractical.com Tue Feb 18 12:34:32 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 18 Feb 2014 12:34:32 -0500 Subject: [rt-users] rt-mailgate +getmail issue In-Reply-To: <52FDC240.5030304@neterra.net> References: <52FC9E84.7030306@neterra.net> <52FCDB0E.1060409@neterra.net> <20140213151308.GG6350@jibsheet.com> <52FDC240.5030304@neterra.net> Message-ID: <20140218173432.GH2970@jibsheet.com> On Fri, Feb 14, 2014 at 09:14:08AM +0200, Yavor Marinov wrote: > Additional information won't hurt anyway. The only regexp which is configured in > RT_Siteconfig.pm is > > Set($RTAddressRegexp , '^rt at domain.com$'); > > What should be Regexp in order to detect the [XXXX] anywhere in the Subject field Not the relevant setting. Your $rtname, $EmailSubjectTagRegex and any Queue level Subject tags are relevant. An outgoing Subject: line (taken from the history of the ticket) and an incoming Subject that does not match and create a new ticket would be needed to see what is going on. The subjects cannot be changed, so putting [XXX] in defeats the ability of anyone to debug. You would also mention any plugins you have installed and enabled. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Feb 18 12:44:20 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 18 Feb 2014 12:44:20 -0500 Subject: [rt-users] Sphinx and RT In-Reply-To: <2f6ba97fd5564e9b87425a6ba6542af3@BLUPR05MB788.namprd05.prod.outlook.com> References: <53021AAC.7020006@neterra.net> <2f6ba97fd5564e9b87425a6ba6542af3@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: <20140218174420.GI2970@jibsheet.com> On Mon, Feb 17, 2014 at 02:30:27PM +0000, Bryon Baker wrote: > Check the setup on this table I found that the only way it works for me is if I use the IP > address instead of "localhost". > ) ENGINE=SPHINX DEFAULT CHARSET=utf8 CONNECTION='sphinx://"ipaddress of host":3312/rt'$$ For the archives, this IP address restriction should be a MySQL 5.5+Sphinx problem, so not relevant to the original reporter who was running MySQL 5.1 It's resolved in this branch https://github.com/bestpractical/rt/compare/4.0;sphinx-on-mysql-5.5 and a bug was filed upstream http://sphinxsearch.com/bugs/view.php?id=1815 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From alexmv at bestpractical.com Tue Feb 18 12:48:11 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 18 Feb 2014 12:48:11 -0500 Subject: [rt-users] No __TimeLeft__ value in search result In-Reply-To: <1392725451929-56683.post@n7.nabble.com> References: <1392725451929-56683.post@n7.nabble.com> Message-ID: <1392745691.13490.3.camel@umgah.localdomain> On Tue, 2014-02-18 at 04:10 -0800, andkulb wrote: > This is the time values for the ticket: > Created: Tue Feb 18 13:28:25 2014 > Starts: Tue Feb 18 13:28:25 2014 > Started: Tue Feb 18 13:28:25 2014 > Last Contact: Tue Feb 18 13:30:25 2014 > Due: Wed Feb 19 00:00:00 2014 > > Still, the __TimeLeft__ field is always blank. What is the problem? "TimeLeft" is not a computed value between starts and due. It is a count of your estimate of the minutes/hours of work remaining on the ticket, which can be updated from the "Basics" page of the ticket. - Alex From falcone at bestpractical.com Tue Feb 18 12:49:23 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 18 Feb 2014 12:49:23 -0500 Subject: [rt-users] Draft of messages In-Reply-To: <1392653452.65465.YahooMailNeo@web162603.mail.bf1.yahoo.com> References: <1392164891.75475.YahooMailNeo@web162605.mail.bf1.yahoo.com> <20140212163409.GA38613@jibsheet.com> <20140213084958.GA6228@easter-eggs.com> <1392322995.94859.YahooMailNeo@web162601.mail.bf1.yahoo.com> <52FDE933.1040307@easter-eggs.com> <1392409024.17538.YahooMailNeo@web162601.mail.bf1.yahoo.com> <20140215233546.GE2970@jibsheet.com> <1392653452.65465.YahooMailNeo@web162603.mail.bf1.yahoo.com> Message-ID: <20140218174923.GJ2970@jibsheet.com> On Mon, Feb 17, 2014 at 08:10:52AM -0800, charlycr74 at yahoo.com.ar wrote: > > See here, let me know if you need something else: Thank you for that, it demonstrated the problem. Unfortunately, it's a bug in the support module (Module::Install::RTx) which we maintain. I fixed it a few weeks after we noticed it based on this bug report: https://rt.cpan.org/Public/Bug/Display.html?id=50328 https://github.com/bestpractical/module-install-rtx/commit/0f947dea79dbeb12911381b13eafb0c20df727d3 When Emmanuel makes a new release, if he uses version 0.25 or higher of Module::Install::RTx this won't be a problem. Thanks -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Feb 18 12:50:12 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 18 Feb 2014 12:50:12 -0500 Subject: [rt-users] Custom fields export In-Reply-To: <5301C521.5070408@neterra.net> References: <5301C521.5070408@neterra.net> Message-ID: <20140218175012.GK2970@jibsheet.com> On Mon, Feb 17, 2014 at 10:15:29AM +0200, Yavor Marinov wrote: > does anyone knows any easy way to export only custom fields > settings, in order to migrate RT 4.2.2 ? What are you trying to accomplish? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From Dave.Close at us.thalesgroup.com Tue Feb 18 13:11:39 2014 From: Dave.Close at us.thalesgroup.com (CLOSE Dave) Date: Tue, 18 Feb 2014 10:11:39 -0800 Subject: [rt-users] Fedora 20 / Perl 5.18 In-Reply-To: <20140215233405.GD2970@jibsheet.com> References: <52FEA3A7.2030006@us.thalesgroup.com> <20140215233405.GD2970@jibsheet.com> Message-ID: <5303A25B.4010101@us.thalesgroup.com> I wrote: >> After upgrading my RT server (4.2.1) from Fedora 19 / Perl 5.16 to >> Fedora 20 / Perl 5.18, Apache is no longer willing to start RT. It >> complains about attempting to require packages twice. And this message >> appears in the Apache log: "Error while loading /opt/rt4/sbin/rt-server: >> Perl API version v5.16.0 of OPpSORT_REVERSE does not match v5.18.0 at >> /usr/lib64/perl5/DynaLoader.pm line 213." Kevin Falcone answered: > This sounds like you're running mod_perl compiled against the old perl > (5.16) while trying to load the new system perl which runs 5.18. > > You need a newer mod_perl package. > > If you're not running mod_perl, you should specify how you're running > RT and include the whole error message, not just snippets. Good thought but both perl and mod_perl were upgraded at the same time and both are version 5.18. It appears to be RT which is compiled against the wrong version. Jeremy Mates wrote: > b) recompile RT and so forth to all use the new Perl 5.18 Fine. I'm trying to do that. Doesn't seem like it should need more than going to my unpackage directory and running "make install". However, when I try that, I get, CORE missing dependencies: Data::GUID ...MISSING Perl API version v5.16.0 of v does not match v5.18.0 at /usr/lib64/perl5/DynaLoader.pm line 213. But the perl-Data-GUID package is /not/ missing. # ls -l /usr/share/perl5/vendor_perl/Data/GUID.pm -rw-r--r-- 1 root root 8799 2013-12-13 05:23 /usr/share/perl5/vendor_perl/Data/GUID.pm I suspect I'm missing a step /before/ "make install". Clues? -- Dave Close, Thales Avionics, Irvine California USA. cell +1 949 394 2124, dave.close at us.thalesgroup.com From falcone at bestpractical.com Tue Feb 18 13:36:53 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 18 Feb 2014 13:36:53 -0500 Subject: [rt-users] URL double encoding from the custom field value In-Reply-To: <7C3070F471BFF44C8967FEE9CCF0B185010EC835F0@FHDP1LUMXC7V42.us.one.verizon.com> References: <20140213212503.GB2970@jibsheet.com> <7C3070F471BFF44C8967FEE9CCF0B185010EC835F0@FHDP1LUMXC7V42.us.one.verizon.com> Message-ID: <20140218183653.GL2970@jibsheet.com> On Fri, Feb 14, 2014 at 12:56:49PM -0500, Dalal, Kamber Z wrote: > My Custom Field value is: > > srch=abcd&earliest=klmtime&latest=xyztime > > In the Custom Field definition link value to is set as: > > http://myweb.domain.com/__CustomField__ > > The URL being generated is > http://myweb.domain.com/srch%3Dabcd%26earliest%3Dklmtime%26latest%3Dxyztime > > Instead of what should be: > > http://myweb.domain.com/srch=abcd&earliest=klmtime&latest=xyztime Thanks - with better data I can now see what's happening. RT makes a number of checks on the Custom Field content to protect your users. Since Custom Fields could contain data from a malicious user, we try to detect and avoid javascript and data URIs and block them, and we URI Escape all user inputted data before generating the link. The relevant method is in ObjectCustomFieldValue.pm called _FillInTemplateURL and you can see that it has configuration: CustomField => { value => sub { $_[0]->Content }, escape => 1 }, You would need to define an ObjectCustomFieldValue_Local.pm to redefine that method and avoid escaping on that one CF value unfortunately. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From drhamilton11 at hotmail.com Tue Feb 18 13:41:56 2014 From: drhamilton11 at hotmail.com (drhamilton11) Date: Tue, 18 Feb 2014 10:41:56 -0800 (PST) Subject: [rt-users] Relative Date Search Help - current week(end)? In-Reply-To: References: <1392737981018-56688.post@n7.nabble.com> Message-ID: <1392748916718-56698.post@n7.nabble.com> That will not work because viewing the search on Friday will show the following weekend's tickets, not the current weekend. Anyone else have any suggestions? Thanks! -- View this message in context: http://requesttracker.8502.n7.nabble.com/Relative-Date-Search-Help-current-week-end-tp56688p56698.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Tue Feb 18 13:44:35 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 18 Feb 2014 13:44:35 -0500 Subject: [rt-users] Fedora 20 / Perl 5.18 In-Reply-To: <5303A25B.4010101@us.thalesgroup.com> References: <52FEA3A7.2030006@us.thalesgroup.com> <20140215233405.GD2970@jibsheet.com> <5303A25B.4010101@us.thalesgroup.com> Message-ID: <20140218184435.GM2970@jibsheet.com> On Tue, Feb 18, 2014 at 10:11:39AM -0800, CLOSE Dave wrote: > Good thought but both perl and mod_perl were upgraded at the same time > and both are version 5.18. It appears to be RT which is compiled against > the wrong version. RT is not a compiled application. It runs under the perl that you tell Apache to use. The most common type of error is the wrong version of mdo_perl > Fine. I'm trying to do that. Doesn't seem like it should need more than > going to my unpackage directory and running "make install". However, > when I try that, I get, > > CORE missing dependencies: > Data::GUID ...MISSING > Perl API version v5.16.0 of v does not match v5.18.0 at > /usr/lib64/perl5/DynaLoader.pm line 213. > > But the perl-Data-GUID package is /not/ missing. > > # ls -l /usr/share/perl5/vendor_perl/Data/GUID.pm > -rw-r--r-- 1 root root 8799 2013-12-13 05:23 > /usr/share/perl5/vendor_perl/Data/GUID.pm > > I suspect I'm missing a step /before/ "make install". Clues? Those are two different paths. Ensure that when you're in the upgrade directory you have perl-5.18 in your path before perl-5.16 before running configure. You appear to have a few perls and differing 32bit vs 64bit problems. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Feb 18 13:58:22 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 18 Feb 2014 13:58:22 -0500 Subject: [rt-users] Relative Date Search Help - current week(end)? In-Reply-To: <1392737981018-56688.post@n7.nabble.com> References: <1392737981018-56688.post@n7.nabble.com> Message-ID: <20140218185822.GN2970@jibsheet.com> On Tue, Feb 18, 2014 at 07:39:41AM -0800, drhamilton11 wrote: > Doing a custom search and could use some help. We are using a custom search > field (date/time) and trying to do a search for anything for the current > weekend. Tried using logic such as 'friday after last' and other things, > but no luck. > > Trying to set up some dashboards so when viewed, it'll show tickets for the > current weekend. Best I got so far was > 'last sunday' AND < 'next monday'. > That at least shows the current week, but I need ONLY the weekend. We use this module https://metacpan.org/pod/Time::ParseDate#DATE-FORMATS-RECOGNIZED That's what is supports. You may want to play with http://bestpractical.com/docs/rt/latest/RT_Config.html#AmbiguousDayInPast-AmbiguousDayInFuture -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From Dave.Close at us.thalesgroup.com Tue Feb 18 14:08:45 2014 From: Dave.Close at us.thalesgroup.com (CLOSE Dave) Date: Tue, 18 Feb 2014 11:08:45 -0800 Subject: [rt-users] Fedora 20 / Perl 5.18 In-Reply-To: <20140218184435.GM2970@jibsheet.com> References: <52FEA3A7.2030006@us.thalesgroup.com> <20140215233405.GD2970@jibsheet.com> <5303A25B.4010101@us.thalesgroup.com> <20140218184435.GM2970@jibsheet.com> Message-ID: <5303AFBD.5020401@us.thalesgroup.com> Kevin Falcone wrote: > RT is not a compiled application. It runs under the perl that you > tell Apache to use. Indeed. But my phrase was taken directly from Jeremy Mates's suggestion. > The most common type of error is the wrong version of mdo_perl Both perl and mod_perl come from Fedora packages and both are the same version. If that were my problem, everyone using F20 and perl would be complaining. >> CORE missing dependencies: >> Data::GUID ...MISSING >> Perl API version v5.16.0 of v does not match v5.18.0 at >> /usr/lib64/perl5/DynaLoader.pm line 213. >> >> But the perl-Data-GUID package is /not/ missing. >> >> # ls -l /usr/share/perl5/vendor_perl/Data/GUID.pm >> -rw-r--r-- 1 root root 8799 2013-12-13 05:23 >> /usr/share/perl5/vendor_perl/Data/GUID.pm > Those are two different paths. Of course, they are. One is the program which detected the error, the other is the file about which it is complaining. But what the heck is "v"? > Ensure that when you're in the upgrade directory you have perl-5.18 in > your path before perl-5.16 before running configure. > > You appear to have a few perls and differing 32bit vs 64bit problems. I have only one perl installed and no relevant 32-bit packages. Why do you think otherwise? -- Dave Close, Thales Avionics, Irvine California USA. cell +1 949 394 2124, dave.close at us.thalesgroup.com From falcone at bestpractical.com Tue Feb 18 14:16:54 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 18 Feb 2014 14:16:54 -0500 Subject: [rt-users] Fedora 20 / Perl 5.18 In-Reply-To: <5303AFBD.5020401@us.thalesgroup.com> References: <52FEA3A7.2030006@us.thalesgroup.com> <20140215233405.GD2970@jibsheet.com> <5303A25B.4010101@us.thalesgroup.com> <20140218184435.GM2970@jibsheet.com> <5303AFBD.5020401@us.thalesgroup.com> Message-ID: <20140218191654.GO2970@jibsheet.com> On Tue, Feb 18, 2014 at 11:08:45AM -0800, CLOSE Dave wrote: > > The most common type of error is the wrong version of mdo_perl > > Both perl and mod_perl come from Fedora packages and both are the same > version. If that were my problem, everyone using F20 and perl would be > complaining. Since you failed to indicate your deployment method in your original email, you forced us to guess and grasp at straws. > >> CORE missing dependencies: > >> Data::GUID ...MISSING > >> Perl API version v5.16.0 of v does not match v5.18.0 at > >> /usr/lib64/perl5/DynaLoader.pm line 213. > >> > >> But the perl-Data-GUID package is /not/ missing. > >> > >> # ls -l /usr/share/perl5/vendor_perl/Data/GUID.pm > >> -rw-r--r-- 1 root root 8799 2013-12-13 05:23 > >> /usr/share/perl5/vendor_perl/Data/GUID.pm > > > Those are two different paths. > > Of course, they are. One is the program which detected the error, the > other is the file about which it is complaining. But what the heck is "v"? Which one is a program, they both look like perl modules to me /usr/lib64/perl5/DynaLoader.pm /usr/share/perl5/vendor_perl/Data/GUID.pm > > Ensure that when you're in the upgrade directory you have perl-5.18 in > > your path before perl-5.16 before running configure. > > > > You appear to have a few perls and differing 32bit vs 64bit problems. > > I have only one perl installed and no relevant 32-bit packages. Why do > you think otherwise? Because one is installed in /usr/share/perl5 the standard RH perl library path for site_lib. The other is installed in a specific lib64 path and is *clearly* a leftover from a 5.16 install (or is detecting in your @INC something left over from 5.16). When you upgraded this box and perl was upgraded, did the RPM clean out the old site installed modules because of binary incompatibility? I'll repeat my advice: > > Ensure that when you're in the upgrade directory you have perl-5.18 in > > your path before perl-5.16 before running configure. If it's still failing after you re run configure with perl-5.18 in your path, please show a full error, Then show us perl -V. A full error includes attempting to *install* Data::GUID, not merely RT telling you that it isn't installed. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From thierry.thelliez.tech at gmail.com Tue Feb 18 14:29:38 2014 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Tue, 18 Feb 2014 12:29:38 -0700 Subject: [rt-users] How can users of the same group share tickets? Message-ID: Hello all, If we have two submitters (john and jane) belonging to the same group, can we have them share their tickets? If john submits a ticket, I would like jane to be able to edit it. In other words, I need a group level ownership rather than an individual level ownership. Is that possible in RT? Thanks, Thierry -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrius.kulbis at gmail.com Tue Feb 18 15:10:02 2014 From: andrius.kulbis at gmail.com (Andrius Kulbis) Date: Tue, 18 Feb 2014 22:10:02 +0200 Subject: [rt-users] No __TimeLeft__ value in search result In-Reply-To: <1392745691.13490.3.camel@umgah.localdomain> References: <1392725451929-56683.post@n7.nabble.com> <1392745691.13490.3.camel@umgah.localdomain> Message-ID: <5303BE1A.8070007@gmail.com> Is it possible to calculate the fields format fields? 2014-02-18 19:48, Alex Vandiver ra??: > On Tue, 2014-02-18 at 04:10 -0800, andkulb wrote: >> This is the time values for the ticket: >> Created: Tue Feb 18 13:28:25 2014 >> Starts: Tue Feb 18 13:28:25 2014 >> Started: Tue Feb 18 13:28:25 2014 >> Last Contact: Tue Feb 18 13:30:25 2014 >> Due: Wed Feb 19 00:00:00 2014 >> >> Still, the __TimeLeft__ field is always blank. What is the problem? > "TimeLeft" is not a computed value between starts and due. It is a > count of your estimate of the minutes/hours of work remaining on the > ticket, which can be updated from the "Basics" page of the ticket. > - Alex > From Dave.Close at us.thalesgroup.com Tue Feb 18 15:25:38 2014 From: Dave.Close at us.thalesgroup.com (CLOSE Dave) Date: Tue, 18 Feb 2014 12:25:38 -0800 Subject: [rt-users] Fedora 20 / Perl 5.18 In-Reply-To: <20140218191654.GO2970@jibsheet.com> References: <52FEA3A7.2030006@us.thalesgroup.com> <20140215233405.GD2970@jibsheet.com> <5303A25B.4010101@us.thalesgroup.com> <20140218184435.GM2970@jibsheet.com> <5303AFBD.5020401@us.thalesgroup.com> <20140218191654.GO2970@jibsheet.com> Message-ID: <5303C1C2.1090504@us.thalesgroup.com> Kevin Falcone wrote: > Since you failed to indicate your deployment method in your original > email, you forced us to guess and grasp at straws. But I wrote, "After upgrading my RT server (4.2.1) from Fedora 19 / Perl 5.16 to Fedora 20 / Perl 5.18...". In the Fedora world, an upgrade is a specific YUM operation. Sorry if that wasn't clear. >>>> CORE missing dependencies: >>>> Data::GUID ...MISSING >>>> Perl API version v5.16.0 of v does not match v5.18.0 at >>>> /usr/lib64/perl5/DynaLoader.pm line 213. >>>> >>>> But the perl-Data-GUID package is /not/ missing. >>>> >>>> # ls -l /usr/share/perl5/vendor_perl/Data/GUID.pm >>>> -rw-r--r-- 1 root root 8799 2013-12-13 05:23 >>>> /usr/share/perl5/vendor_perl/Data/GUID.pm >> >>> Those are two different paths. >> >> Of course, they are. One is the program which detected the error, the >> other is the file about which it is complaining. But what the heck is "v"? > > Which one is a program, they both look like perl modules to me > /usr/lib64/perl5/DynaLoader.pm > /usr/share/perl5/vendor_perl/Data/GUID.pm Interpreted programs are still programs. The problem was detected at line 213 in DynaLoader.pm. >>> Ensure that when you're in the upgrade directory you have perl-5.18 in >>> your path before perl-5.16 before running configure. >>> >>> You appear to have a few perls and differing 32bit vs 64bit problems. >> >> I have only one perl installed and no relevant 32-bit packages. Why do >> you think otherwise? > > Because one is installed in /usr/share/perl5 the standard RH perl > library path for site_lib. The other is installed in a specific lib64 > path and is *clearly* a leftover from a 5.16 install (or is detecting > in your @INC something left over from 5.16). "Clearly" not. # rpm -ql perl-Data-GUID /usr/share/doc/perl-Data-GUID /usr/share/doc/perl-Data-GUID/Changes /usr/share/doc/perl-Data-GUID/LICENSE /usr/share/doc/perl-Data-GUID/README /usr/share/man/man3/Data::GUID.3pm.gz /usr/share/perl5/vendor_perl/Data /usr/share/perl5/vendor_perl/Data/GUID.pm The file is where the RPM package wants to put it. > When you upgraded this box and perl was upgraded, did the RPM clean > out the old site installed modules because of binary incompatibility? > > I'll repeat my advice: > >>> Ensure that when you're in the upgrade directory you have perl-5.18 in >>> your path before perl-5.16 before running configure. > > If it's still failing after you re run configure with perl-5.18 in > your path, please show a full error, Then show us perl -V. > A full error includes attempting to *install* Data::GUID, not merely > RT telling you that it isn't installed. # which perl /bin/perl # perl -V Summary of my perl5 (revision 5 version 18 subversion 2) configuration: Platform: osname=linux, osvers=3.11.9-200.fc19.x86_64, archname=x86_64-linux-thread-multi uname='linux buildvm-12.phx2.fedoraproject.org 3.11.9-200.fc19.x86_64 #1 smp wed nov 20 21:22:24 utc 2013 x86_64 x86_64 x86_64 gnulinux ' config_args='-des -Doptimize=-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector-strong --param=ssp-buffer-size=4 -grecord-gcc-switches -m64 -mtune=generic -Dccdlflags=-Wl,--enable-new-dtags -Dlddlflags=-shared -O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector-strong --param=ssp-buffer-size=4 -grecord-gcc-switches -m64 -mtune=generic -Wl,-z,relro -Dshrpdir=/usr/lib64 -DDEBUGGING=-g -Dversion=5.18.2 -Dmyhostname=localhost -Dperladmin=root at localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dprefix=/usr -Dvendorprefix=/usr -Dsiteprefix=/usr/local -Dsitelib=/usr/local/share/perl5 -Dsitearch=/usr/local/lib64/perl5 -Dprivlib=/usr/share/perl5 -Dvendorlib=/usr/share/perl5/vendor_perl -Darchlib=/usr/lib64/perl5 -Dvendorarch=/usr/lib64/perl5/vendor_perl -Darchname=x86_64-linux-thread-multi -Dlibpth=/usr/local/lib64 /lib64 /usr/lib64 -Duseshrplib -Dusethreads -Duseithreads -Dusedtrace=/usr/bin/dtrace -Duselargefiles -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl=n -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr -Dd_gethostent_r_proto -Ud_endhostent_r_proto -Ud_sethostent_r_proto -Ud_endprotoent_r_proto -Ud_setprotoent_r_proto -Ud_endservent_r_proto -Ud_setservent_r_proto -Dscriptdir=/usr/bin -Dusesitecustomize' hint=recommended, useposix=true, d_sigaction=define useithreads=define, usemultiplicity=define useperlio=define, d_sfio=undef, uselargefiles=define, usesocks=undef use64bitint=define, use64bitall=define, uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing -pipe -fstack-protector -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64', optimize='-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector-strong --param=ssp-buffer-size=4 -grecord-gcc-switches -m64 -mtune=generic', cppflags='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing -pipe -fstack-protector -I/usr/local/include' ccversion='', gccversion='4.8.2 20131212 (Red Hat 4.8.2-7)', gccosandvers='' intsize=4, longsize=8, ptrsize=8, doublesize=8, byteorder=12345678 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=16 ivtype='long', ivsize=8, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=8, prototype=define Linker and Libraries: ld='gcc', ldflags =' -fstack-protector' libpth=/usr/local/lib64 /lib64 /usr/lib64 libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc -lgdbm_compat perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc libc=, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.18' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,--enable-new-dtags' cccdlflags='-fPIC', lddlflags='-shared -O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector-strong --param=ssp-buffer-size=4 -grecord-gcc-switches -m64 -mtune=generic -Wl,-z,relro ' Characteristics of this binary (from libperl): Compile-time options: HAS_TIMES MULTIPLICITY PERLIO_LAYERS PERL_DONT_CREATE_GVSV PERL_HASH_FUNC_ONE_AT_A_TIME_HARD PERL_IMPLICIT_CONTEXT PERL_MALLOC_WRAP PERL_PRESERVE_IVUV PERL_SAWAMPERSAND USE_64_BIT_ALL USE_64_BIT_INT USE_ITHREADS USE_LARGE_FILES USE_LOCALE USE_LOCALE_COLLATE USE_LOCALE_CTYPE USE_LOCALE_NUMERIC USE_PERLIO USE_PERL_ATOF USE_REENTRANT_API USE_SITECUSTOMIZE Locally applied patches: Fedora Patch1: Removes date check, Fedora/RHEL specific Fedora Patch3: support for libdir64 Fedora Patch4: use libresolv instead of libbind Fedora Patch5: USE_MM_LD_RUN_PATH Fedora Patch6: Skip hostname tests, due to builders not being network capable Fedora Patch7: Dont run one io test due to random builder failures Fedora Patch9: Fix find2perl to translate ? glob properly (RT#113054) Fedora Patch10: Update h2ph(1) documentation (RT#117647) Fedora Patch11: Update pod2html(1) documentation (RT#117623) Fedora Patch12: Disable ornaments on perl5db AutoTrace tests (RT#118817) Fedora Patch14: Do not use system Term::ReadLine::Gnu in tests (RT#118821) Fedora Patch15: Define SONAME for libperl.so Fedora Patch16: Install libperl.so to -Dshrpdir value Fedora Patch18: Fix crash with \&$glob_copy (RT#119051) Fedora Patch19: Fix coreamp.t rand test (RT#118237) Fedora Patch20: Reap child in case where exception has been thrown (RT#114722) Fedora Patch21: Fix using regular expressions containing multiple code blocks (RT#117917) Fedora Patch200: Link XS modules to libperl.so with EU::CBuilder on Linux Fedora Patch201: Link XS modules to libperl.so with EU::MM on Linux Built under linux Compiled at Jan 7 2014 14:47:21 %ENV: PERL5LIB="/root/perl5/lib/perl5:" PERL_LOCAL_LIB_ROOT="/root/perl5:" PERL_MB_OPT="--install_base /root/perl5" PERL_MM_OPT="INSTALL_BASE=/root/perl5" @INC: /root/perl5/lib/perl5/x86_64-linux-thread-multi /root/perl5/lib/perl5 /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 . # yum install perl-Data-GUID Package perl-Data-GUID-0.048-1.fc20.noarch already installed and latest version Nothing to do # ./configure --enable-graphviz --enable-gd checking for a BSD-compatible install... /bin/install -c checking for perl... /bin/perl checking for chosen layout... relative checking if user www exists... not found checking if user www-data exists... not found checking if user apache exists... found checking if group www exists... not found checking if group www-data exists... not found checking if group apache exists... found checking if group rt3 exists... not found checking if group rt exists... found checking if database name is set... yes checking if database name is valid... yes checking for gcc... gcc checking whether the C compiler works... yes checking for C compiler default output file name... a.out checking for suffix of executables... checking whether we are cross compiling... no checking for suffix of object files... o checking whether we are using the GNU C compiler... yes checking whether gcc accepts -g... yes checking for gcc option to accept ISO C89... none needed checking for aginitlib in -lgraph... no checking for gdlib-config... no checking for gpg... yes checking for openssl... yes configure: creating ./config.status config.status: creating etc/upgrade/3.8-ical-extension config.status: creating etc/upgrade/split-out-cf-categories config.status: creating etc/upgrade/generate-rtaddressregexp config.status: creating etc/upgrade/upgrade-articles config.status: creating etc/upgrade/vulnerable-passwords config.status: creating etc/upgrade/switch-templates-to config.status: creating sbin/rt-attributes-viewer config.status: creating sbin/rt-preferences-viewer config.status: creating sbin/rt-session-viewer config.status: creating sbin/rt-dump-metadata config.status: creating sbin/rt-setup-database config.status: creating sbin/rt-test-dependencies config.status: creating sbin/rt-email-digest config.status: creating sbin/rt-email-dashboards config.status: creating sbin/rt-clean-sessions config.status: creating sbin/rt-shredder config.status: creating sbin/rt-validator config.status: creating sbin/rt-validate-aliases config.status: creating sbin/rt-email-group-admin config.status: creating sbin/rt-server config.status: creating sbin/rt-server.fcgi config.status: creating sbin/standalone_httpd config.status: creating sbin/rt-setup-fulltext-index config.status: creating sbin/rt-fulltext-indexer config.status: creating sbin/rt-serializer config.status: creating sbin/rt-importer config.status: creating bin/rt-crontool config.status: creating bin/rt-mailgate config.status: creating bin/rt config.status: creating Makefile config.status: creating etc/RT_Config.pm config.status: creating lib/RT/Generated.pm config.status: creating t/data/configs/apache2.2+mod_perl.conf config.status: creating t/data/configs/apache2.2+fastcgi.conf # make install /bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql --with-fastcgi perl: >=5.10.1(5.18.2) ...found users: rt group (rt) ...found bin owner (root) ...found libs owner (root) ...found libs group (bin) ...found web owner (apache) ...found web group (apache) ...found CLI dependencies: HTTP::Request::Common ...found Getopt::Long >= 2.24 ...found LWP ...found Text::ParseWords ...found Term::ReadKey ...found Term::ReadLine ...found CORE dependencies: CGI >= 3.38 ...found UNIVERSAL::require ...found Log::Dispatch >= 2.30 ...found Mail::Mailer >= 1.57 ...found XML::RSS >= 1.05 ...found CGI::Cookie >= 1.20 ...found Regexp::Common::net::CIDR ...found Role::Basic >= 0.12 ...found LWP::Simple ...found Scalar::Util ...found Plack::Handler::Starlet ...found HTML::Mason::PSGIHandler >= 0.52 ...found HTML::Entities ...found Errno ...found File::ShareDir ...found Digest::SHA ...found Mail::Header >= 2.12 ...found Text::Wrapper ...found HTML::Scrubber >= 0.08 ...found Symbol::Global::Name >= 0.04 ...found CGI::Emulate::PSGI ...found Text::Template >= 1.44 ...found Regexp::IPv6 ...found Time::ParseDate ...found Tree::Simple >= 1.04 ...found Text::Quoted >= 2.07 ...found Time::HiRes ...found Email::Address::List ...found Class::Accessor >= 0.34 ...found HTML::Quoted ...found Encode >= 2.39 ...found File::Spec >= 0.8 ...found Digest::MD5 >= 2.27 ...found Digest::base ...found DBIx::SearchBuilder >= 1.65 ...found HTML::FormatText::WithLinks::AndTables ...found Locale::Maketext::Lexicon >= 0.32 ...found File::Temp >= 0.19 ...found Date::Manip ...found HTTP::Message >= 6.0 ...found HTML::RewriteAttributes >= 0.05 ...found Apache::Session >= 1.53 ...found Storable >= 2.08 ...found Plack >= 1.0002 ...found Net::CIDR ...found HTML::FormatText::WithLinks >= 0.14 ...found Text::Password::Pronounceable ...found DateTime::Format::Natural >= 0.67 ...found CGI::PSGI >= 0.12 ...found Data::GUID ...MISSING Perl API version v5.16.0 of v does not match v5.18.0 at /usr/lib64/perl5/DynaLoader.pm line 213. JSON ...found Locale::Maketext >= 1.06 ...found Date::Extract >= 0.02 ...found DateTime::Locale >= 0.40 ...found Crypt::Eksblowfish ...found IPC::Run3 ...found Text::WikiFormat >= 0.76 ...found HTML::Mason >= 1.43 ...found MIME::Entity >= 5.504 ...found Module::Versions::Report >= 1.05 ...found DBI >= 1.37 ...found DateTime >= 0.44 ...found Regexp::Common ...found CSS::Squish >= 0.06 ...found Sys::Syslog >= 0.16 ...found List::MoreUtils ...found Devel::GlobalDestruction ...found Module::Refresh >= 0.03 ...found Devel::StackTrace >= 1.19 ...found Locale::Maketext::Fuzzy >= 0.11 ...found File::Glob ...found Email::Address >= 1.897 ...found DASHBOARDS dependencies: MIME::Types ...found URI::QueryParam ...found URI >= 1.59 ...found FASTCGI dependencies: FCGI >= 0.74 ...found FCGI::ProcManager ...found GD dependencies: GD::Text ...found GD ...found GD::Graph >= 1.47 ...found GPG dependencies: PerlIO::eol ...found File::Which ...found GnuPG::Interface ...found GRAPHVIZ dependencies: IPC::Run >= 0.90 ...found GraphViz ...found ICAL dependencies: Data::ICal ...found MAILGATE dependencies: Mozilla::CA ...found LWP::Protocol::https ...found Crypt::SSLeay ...found LWP::UserAgent >= 6.0 ...found Getopt::Long ...found Net::SSL ...found Pod::Usage ...found MYSQL dependencies: DBD::mysql >= 2.1018 ...found SMIME dependencies: Crypt::X509 ...found String::ShellQuote ...found File::Which ...found USERLOGO dependencies: Convert::Color ...found SOME DEPENDENCIES WERE MISSING. CORE missing dependencies: Data::GUID ...MISSING Perl API version v5.16.0 of v does not match v5.18.0 at /usr/lib64/perl5/DynaLoader.pm line 213. Perl library path for /bin/perl: /root/perl5/lib/perl5/x86_64-linux-thread-multi /root/perl5/lib/perl5 /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 . make: *** [testdeps] Error 1 -- Dave Close, Thales Avionics, Irvine California USA. cell +1 949 394 2124, dave.close at us.thalesgroup.com From jmates at uw.edu Tue Feb 18 15:58:50 2014 From: jmates at uw.edu (Jeremy Mates) Date: Tue, 18 Feb 2014 20:58:50 +0000 Subject: [rt-users] Fedora 20 / Perl 5.18 In-Reply-To: <5303C1C2.1090504@us.thalesgroup.com> References: <52FEA3A7.2030006@us.thalesgroup.com> <20140215233405.GD2970@jibsheet.com> <5303A25B.4010101@us.thalesgroup.com> <20140218184435.GM2970@jibsheet.com> <5303AFBD.5020401@us.thalesgroup.com> <20140218191654.GO2970@jibsheet.com> <5303C1C2.1090504@us.thalesgroup.com> Message-ID: <20140218205850.GB9602@valen.ee.washington.edu> * CLOSE Dave > But I wrote, "After upgrading my RT server (4.2.1) from Fedora 19 / Perl > 5.16 to Fedora 20 / Perl 5.18...". In the Fedora world, an upgrade is a > specific YUM operation. Sorry if that wasn't clear. Either the upgrade left 5.16 bits behind (packages buggy somehow), or a manual install was improperly made to the vendor space and has left 5.16 bits behind (rpm would be ignorant of these). The 5.16 bits will need to be located and removed, probably by looking for *.so, *.bs, *.xs or similar binary files under the various @INC dirs. /bin/perl is very strange; typical is /usr/bin/perl; I'd probably KickStart and reinstall a host in such a state back to a clean slate. I otherwise avoid this sort of problem by not mixing manual installs with the system perl and vendor space; either RT and *everything* is built as a full RPM, or RT goes into /some/not/vendor/dir along with a /some/not/vendor/dir perl (and then FastCGI or the like to avoid the mess that is mod_perl). From Dave.Close at us.thalesgroup.com Tue Feb 18 16:12:24 2014 From: Dave.Close at us.thalesgroup.com (CLOSE Dave) Date: Tue, 18 Feb 2014 13:12:24 -0800 Subject: [rt-users] Fedora 20 / Perl 5.18 In-Reply-To: <20140218205850.GB9602@valen.ee.washington.edu> References: <52FEA3A7.2030006@us.thalesgroup.com> <20140215233405.GD2970@jibsheet.com> <5303A25B.4010101@us.thalesgroup.com> <20140218184435.GM2970@jibsheet.com> <5303AFBD.5020401@us.thalesgroup.com> <20140218191654.GO2970@jibsheet.com> <5303C1C2.1090504@us.thalesgroup.com> <20140218205850.GB9602@valen.ee.washington.edu> Message-ID: <5303CCB8.4000409@us.thalesgroup.com> Jeremy Mates wrote: > Either the upgrade left 5.16 bits behind (packages buggy somehow), or a > manual install was improperly made to the vendor space and has left 5.16 > bits behind (rpm would be ignorant of these). The 5.16 bits will need to be > located and removed, probably by looking for *.so, *.bs, *.xs or similar > binary files under the various @INC dirs. I'm looking for any such. > /bin/perl is very strange; typical > is /usr/bin/perl; I'd probably KickStart and reinstall a host in such a > state back to a clean slate. The last several Fedora releases have eliminated the distinction between /bin and /usr/bin (and between /sbin and /usr/sbin). # ls -l /bin /sbin lrwxrwxrwx. 1 root root 7 2014-02-13 21:22 /bin -> usr/bin lrwxrwxrwx. 1 root root 8 2014-02-13 21:22 /sbin -> usr/sbin -- Dave Close, Thales Avionics, Irvine California USA. cell +1 949 394 2124, dave.close at us.thalesgroup.com From drhamilton11 at hotmail.com Tue Feb 18 17:53:37 2014 From: drhamilton11 at hotmail.com (drhamilton11) Date: Tue, 18 Feb 2014 14:53:37 -0800 (PST) Subject: [rt-users] Relative Date Search Help - current week(end)? In-Reply-To: <1392737981018-56688.post@n7.nabble.com> References: <1392737981018-56688.post@n7.nabble.com> Message-ID: <1392764017256-56710.post@n7.nabble.com> Still looking for help on this. I can't seem to get the logic. Again, if I want to set up a dashboard showing what ticket are due THIS COMING Fri/Sat/Sun - is that possible? It can flip on Sunday, that would be fine. The problem with searches like after next thursday and before next monday, is that on that thursday, it would display the week ahead of the current. There's gotta be some backward logic that'll make this work. Thanks! -- View this message in context: http://requesttracker.8502.n7.nabble.com/Relative-Date-Search-Help-current-week-end-tp56688p56710.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alexmv at bestpractical.com Tue Feb 18 18:02:34 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 18 Feb 2014 18:02:34 -0500 Subject: [rt-users] RT-Assets-Import-CSV surprises In-Reply-To: <52F6330D.70601@xs4all.nl> References: <52F6330D.70601@xs4all.nl> Message-ID: <1392764554.26844.0.camel@umgah.localdomain> On Sat, 2014-02-08 at 14:37 +0100, Joop wrote: > Still trying out new things :-) > Found another thing which I think is a shortcut in the documentation. > [snip] > Nowhere in the docs it is mentioned that you need to put CF. in front of > CustomFields. Thanks for the catch. I've just released version 1.1 which fixes this. - Alex From ethan.hohensee at live.com Tue Feb 18 17:50:47 2014 From: ethan.hohensee at live.com (Ethan Hohensee) Date: Tue, 18 Feb 2014 14:50:47 -0800 (PST) Subject: [rt-users] User Created Scrip Won't Run On Create In-Reply-To: <20140213185724.GK6350@jibsheet.com> References: <1392219976997-56616.post@n7.nabble.com> <20140213145043.GD6350@jibsheet.com> <1392306395802-56640.post@n7.nabble.com> <20140213162114.GI6350@jibsheet.com> <1392315878973-56644.post@n7.nabble.com> <20140213185724.GK6350@jibsheet.com> Message-ID: <1392763847174-56709.post@n7.nabble.com> You were correct, Kevin. My script was running the whole time, I just couldn't see what I was doing wrong. Once I was able to see the logging information, I was able to find the logical error I was making and I got my XML parsing scrip up and running beautifully. Thank you for your help. -- View this message in context: http://requesttracker.8502.n7.nabble.com/User-Created-Scrip-Won-t-Run-On-Create-tp56616p56709.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Dave.Close at us.thalesgroup.com Tue Feb 18 20:17:46 2014 From: Dave.Close at us.thalesgroup.com (CLOSE Dave) Date: Tue, 18 Feb 2014 17:17:46 -0800 Subject: [rt-users] Fedora 20 / Perl 5.18 In-Reply-To: <5303CCB8.4000409@us.thalesgroup.com> References: <52FEA3A7.2030006@us.thalesgroup.com> <20140215233405.GD2970@jibsheet.com> <5303A25B.4010101@us.thalesgroup.com> <20140218184435.GM2970@jibsheet.com> <5303AFBD.5020401@us.thalesgroup.com> <20140218191654.GO2970@jibsheet.com> <5303C1C2.1090504@us.thalesgroup.com> <20140218205850.GB9602@valen.ee.washington.edu> <5303CCB8.4000409@us.thalesgroup.com> Message-ID: <5304063A.2020105@us.thalesgroup.com> Jeremy Mates wrote: > Either the upgrade left 5.16 bits behind (packages buggy somehow), > or a manual install was improperly made to the vendor space and has > left 5.16 bits behind (rpm would be ignorant of these). The 5.16 bits > will need to be located and removed, probably by looking for *.so, > *.bs, *.xs or similar binary files under the various @INC dirs. I examined every .pm and .so file in all of the @INC directory trees and removed any file which was not owned by a current RPM package. After that, "make install" stopped complaining about a missing UUID but did complain that the installed version of Locale::Maketext::Fuzzy was not sufficiently recent. So I had to install that one module via CPAN. Then "make install" did it's job without complaint. So now I have what should be a working RT. But no... Apache says, > [14455] [Wed Feb 19 01:11:15 2014] [error]: Not a HASH reference at > /opt/rt4/sbin/../lib/RT/Principal.pm line 385. > Stack: > [/opt/rt4/sbin/../lib/RT/Principal.pm:385] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:660] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] > [/opt/rt4/share/html/autohandler:53] > (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211) The RT log is empty. -- Dave Close, Thales Avionics, Irvine California USA. cell +1 949 394 2124, dave.close at us.thalesgroup.com From Paul.Gampe at nextdc.com Wed Feb 19 00:51:43 2014 From: Paul.Gampe at nextdc.com (Paul Gampe) Date: Wed, 19 Feb 2014 05:51:43 +0000 Subject: [rt-users] Fedora 20 / Perl 5.18 In-Reply-To: <5304063A.2020105@us.thalesgroup.com> References: <52FEA3A7.2030006@us.thalesgroup.com> <5303CCB8.4000409@us.thalesgroup.com> <5304063A.2020105@us.thalesgroup.com> Message-ID: <1878711.pYSUgzupcc@ndclin001> On Tue, 18 Feb 2014 05:17:46 PM CLOSE Dave wrote: > Jeremy Mates wrote: > > Either the upgrade left 5.16 bits behind (packages buggy somehow), > > or a manual install was improperly made to the vendor space and has > > left 5.16 bits behind (rpm would be ignorant of these). The 5.16 bits > > will need to be located and removed, probably by looking for *.so, > > *.bs, *.xs or similar binary files under the various @INC dirs. Is there a chance you have i686 packages also installed that may have not been caught by the upgrade? Cheers, Paul The information contained in this email and any attachments may be confidential. This email and any attachments are also subject to copyright. No part of them may be reproduced, adapted or transmitted without the written permission of the copyright owner. If you are not the intended recipient, any use, interference with, disclosure or copying of this information is unauthorised and prohibited. If you have received this email in error, please immediately advise the sender by return email and delete the message from your system. All email communications to and from NEXTDC Limited are recorded for the purposes of archival and storage. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ymarinov at neterra.net Wed Feb 19 02:00:49 2014 From: ymarinov at neterra.net (Yavor Marinov) Date: Wed, 19 Feb 2014 09:00:49 +0200 Subject: [rt-users] Custom fields export In-Reply-To: <20140218175012.GK2970@jibsheet.com> References: <5301C521.5070408@neterra.net> <20140218175012.GK2970@jibsheet.com> Message-ID: <530456A1.7010206@neterra.net> We have many custom fields created in testing environment and i would like to export them ready for the production. On 02/18/2014 07:50 PM, Kevin Falcone wrote: > On Mon, Feb 17, 2014 at 10:15:29AM +0200, Yavor Marinov wrote: >> does anyone knows any easy way to export only custom fields >> settings, in order to migrate RT 4.2.2 ? > What are you trying to accomplish? > > -kevin > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Wed Feb 19 03:09:32 2014 From: jvdwege at xs4all.nl (Joop) Date: Wed, 19 Feb 2014 09:09:32 +0100 Subject: [rt-users] RT-4.2.2 and RT-Assets In-Reply-To: <52F63560.1060501@xs4all.nl> References: <52F63560.1060501@xs4all.nl> Message-ID: <530466BC.6010607@xs4all.nl> Joop wrote: > Hi All, > > Still trying out new things :-) > > After importing some assets I see that the behaviour of the asset > display page is different to the ticket page. > > Without touching CustomField Grouping I get an error when I click on > CustomFields in the display page, 'No grouping specified' > , while in rt-4.2.2 clicking on CustomFields will take you to the > Basics page with the customfields ready to edit. > > I don't mind making a CF Grouping but it shouldn't be needed in a > default setting or it should be documented that it is a mandatory > configuration part. > Anything about this one? Joop From olivier.lumineau at renater.fr Wed Feb 19 04:43:42 2014 From: olivier.lumineau at renater.fr (Olivier Lumineau) Date: Wed, 19 Feb 2014 10:43:42 +0100 Subject: [rt-users] Multiple instance Message-ID: <53047CCE.8060605@renater.fr> An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: ffcbdaih.png Type: image/png Size: 4111 bytes Desc: not available URL: From sebastian.holm at basalt.se Wed Feb 19 06:46:09 2014 From: sebastian.holm at basalt.se (sebbe) Date: Wed, 19 Feb 2014 03:46:09 -0800 (PST) Subject: [rt-users] mail for diffrent queues after x time Message-ID: <1392810369666-56718.post@n7.nabble.com> Hello I have been looking to generate update mail every 2-4 hour for different queues. I can't find a function for this on google or by browsing the different templates. Does anyone know of a ?plugin? or script that can do this? Thanks in advance. -- View this message in context: http://requesttracker.8502.n7.nabble.com/mail-for-diffrent-queues-after-x-time-tp56718.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From marko.cupac at mimar.rs Wed Feb 19 09:38:41 2014 From: marko.cupac at mimar.rs (Marko =?UTF-8?B?Q3VwYcSH?=) Date: Wed, 19 Feb 2014 15:38:41 +0100 Subject: [rt-users] database upgrade skip question Message-ID: <20140219153841.af7ed3dc3fdf1bf9c0013c37@mimar.rs> Hi, it appears that in the past I have been constantly updating rt, but did not run database update script afterwards. This went on for a few versions (probably since 4.0.8 until 4.0.19). Next, I upgraded to latest major version - 4.2.2, and have run database update script, specifying 4.0.19 as a version being upgraded from. Upgrade finished without errors, but now I have warnings in rt log: Use of uninitialized value in lc at /usr/local/share/rt42/html/Elements/QueueSummaryByLifecycle line 131 Use of uninitialized value in lc at /usr/local/share/rt42/html/Elements/QueueSummaryByLifecycle line 66. I was told this was due to skipped 4.0.9 upgrade step: http://www.gossamer-threads.com/lists/rt/users/121492?page=last What does one do in situation like this? -- Marko Cupa? From alexmv at bestpractical.com Wed Feb 19 12:41:34 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 19 Feb 2014 12:41:34 -0500 Subject: [rt-users] RT-4.2.2 and RT-Assets In-Reply-To: <530466BC.6010607@xs4all.nl> References: <52F63560.1060501@xs4all.nl> <530466BC.6010607@xs4all.nl> Message-ID: <1392831694.24099.1.camel@umgah.localdomain> On Wed, 2014-02-19 at 09:09 +0100, Joop wrote: > Joop wrote: > > Without touching CustomField Grouping I get an error when I click on > > CustomFields in the display page, 'No grouping specified' > > , while in rt-4.2.2 clicking on CustomFields will take you to the > > Basics page with the customfields ready to edit. > > > Anything about this one? Fixed last night in f21a7f6, which led to discovering some UI properties which will require an RC2 later today. - Alex From paul at tracker-software.com Wed Feb 19 13:06:13 2014 From: paul at tracker-software.com (Paul O'Rorke) Date: Wed, 19 Feb 2014 10:06:13 -0800 Subject: [rt-users] installing rt on debian In-Reply-To: <20140212151502.GB4628@squash.oucs.ox.ac.uk> References: <52FB7875.6000004@zeninternet.co.uk> <20140212151502.GB4628@squash.oucs.ox.ac.uk> Message-ID: <5304F295.2040800@tracker-software.com> I have RT 4.0.17 with Ubuntu and MySQL, very similar to Debian. Personally I found it easier to get the sources and 'build' it. CPAN is pretty good at resolving dependencies and the howto in my case was accurate enough to set up with minimal help from the list. That's what I'd suggest, just my 2 cents. :-) *Paul O'Rorke* Tracker Software Products paul at tracker-software.com ++++++++++++++++++++++++++++++++++++++++++++++++++++++++ PLEASE NOTE : - If you are sending files for us to look at or assist with these must ALWAYS be wrapped in either a ZIP/RAR or 7z FILE or they will be removed by our Firewall/Virus management software. ++++++++++++++++++++++++++++++++++++++++++++++++++++++++ **Certified by Microsoft** "Works with Vista" PDF-XChange & SDK, Image-XChange PDF-Tools & SDK, TIFF-XChange & SDK. Support: http://tracker-software.com/support/ or http://www.tracker-software.com/forum/index.php Download latest Releases http://www.tracker-software.com/downloads/ On 2/12/2014 7:15 AM, Dominic Hargreaves wrote: > And that 4.0.18 is also on wheezy-backports. 4.0.19 and 4.2.x is still > to come - I have been delayed for various reasons but I'm hoping to get > them out within the month. > > On Wed, Feb 12, 2014 at 01:34:45PM +0000, Paul Stead wrote: >> Hi! >> >> The testing branch currently has 4.0.18 - http://packages.qa.debian.org/r/request-tracker4.html >> >> Nothing currently for 4.2.X >> >> We use the fastcgi version of RT - here's a snippet from my confs >> >> ----8<---- >> >> ServerAdmin webmaster at rt.mydomain.com >> DocumentRoot /usr/share/request-tracker4/html/ >> ServerName rt.mydomain.com >> >> Order allow,deny >> Allow from all >> Options +ExecCGI >> AddHandler fastcgi-script fcgi >> >> Include /etc/request-tracker4/apache2-fastcgi.conf >> >> ----8<---- >> >> /etc/request-tracker4/apache2-fastcgi.conf is included in the Debian package install. >> >> Paul >> >> On 12/02/14 13:11, norman wrote: >> Hello. >> I am new to linux and installing packages. >> Is there a good step by step guide on how to set up rt 4.2.2 on debian? >> I think i have done most of the install but always get stuck on the web server part of it. >> I will be using debian 7 with mysql and perl version 1.96. >> My web server will be apache 2 >> Also, is there a repository that always has the latest version? >> The difault debian repositorys only have version 4.0.7 >> Any help is appreciated. >> >> >> -- >> Paul Stead >> Systems Engineer, Zen Internet >> T: 01706 902009 >> -- >> RT Training London, March 19-20 and Dallas May 20-21 >> http://bestpractical.com/training > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Dave.Close at us.thalesgroup.com Wed Feb 19 18:32:09 2014 From: Dave.Close at us.thalesgroup.com (CLOSE Dave) Date: Wed, 19 Feb 2014 15:32:09 -0800 Subject: [rt-users] Fedora 20 / Perl 5.18 In-Reply-To: <5304063A.2020105@us.thalesgroup.com> References: <52FEA3A7.2030006@us.thalesgroup.com> <20140215233405.GD2970@jibsheet.com> <5303A25B.4010101@us.thalesgroup.com> <20140218184435.GM2970@jibsheet.com> <5303AFBD.5020401@us.thalesgroup.com> <20140218191654.GO2970@jibsheet.com> <5303C1C2.1090504@us.thalesgroup.com> <20140218205850.GB9602@valen.ee.washington.edu> <5303CCB8.4000409@us.thalesgroup.com> <5304063A.2020105@us.thalesgroup.com> Message-ID: <53053EF9.6030205@us.thalesgroup.com> I wrote: > So now I have what should be a working RT. But no... Apache says, > >> [14455] [Wed Feb 19 01:11:15 2014] [error]: Not a HASH reference at >> /opt/rt4/sbin/../lib/RT/Principal.pm line 385. > >> Stack: >> [/opt/rt4/sbin/../lib/RT/Principal.pm:385] >> [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:660] >> [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] >> [/opt/rt4/share/html/autohandler:53] >> (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211) > > The RT log is empty. This problem was cleared by deleting the browser's RT cookie. -- Dave Close From Dave.Close at us.thalesgroup.com Wed Feb 19 18:38:25 2014 From: Dave.Close at us.thalesgroup.com (CLOSE Dave) Date: Wed, 19 Feb 2014 15:38:25 -0800 Subject: [rt-users] Fedora 20 / Perl 5.18 In-Reply-To: <5304063A.2020105@us.thalesgroup.com> References: <52FEA3A7.2030006@us.thalesgroup.com> <20140215233405.GD2970@jibsheet.com> <5303A25B.4010101@us.thalesgroup.com> <20140218184435.GM2970@jibsheet.com> <5303AFBD.5020401@us.thalesgroup.com> <20140218191654.GO2970@jibsheet.com> <5303C1C2.1090504@us.thalesgroup.com> <20140218205850.GB9602@valen.ee.washington.edu> <5303CCB8.4000409@us.thalesgroup.com> <5304063A.2020105@us.thalesgroup.com> Message-ID: <53054071.6070408@us.thalesgroup.com> Now that I have RT running enough to get a login page, I can't get /any/ login to work, not even root. The Apache log reports, "Unknown password form (/usr/share/perl5/vendor_perl/RT/User_Overlay.pm:1094)", and the RT log is still empty. Users and passwords are stored in MySQL (actually MariaDB). Checking that from the command line shows that all the data is still there. There must be a backdoor way in. Isn't there? For those who haven't been following this saga, this is with RT 4.2.1 on Fedora 20 with Perl 5.18. -- Dave Close From JThuau at spacex.com Wed Feb 19 18:53:37 2014 From: JThuau at spacex.com (Jok Thuau) Date: Wed, 19 Feb 2014 23:53:37 +0000 Subject: [rt-users] Fedora 20 / Perl 5.18 In-Reply-To: <53054071.6070408@us.thalesgroup.com> References: <52FEA3A7.2030006@us.thalesgroup.com> <20140215233405.GD2970@jibsheet.com> <5303A25B.4010101@us.thalesgroup.com> <20140218184435.GM2970@jibsheet.com> <5303AFBD.5020401@us.thalesgroup.com> <20140218191654.GO2970@jibsheet.com> <5303C1C2.1090504@us.thalesgroup.com> <20140218205850.GB9602@valen.ee.washington.edu> <5303CCB8.4000409@us.thalesgroup.com> <5304063A.2020105@us.thalesgroup.com>, <53054071.6070408@us.thalesgroup.com> Message-ID: Dave, > Now that I have RT running enough to get a login page, I can't get /any/ > login to work, not even root. The Apache log reports, "Unknown password > form (/usr/share/perl5/vendor_perl/RT/User_Overlay.pm:1094)", and the RT > log is still empty. you can look at this page: http://requesttracker.wikia.com/wiki/RecoverRootPassword it has steps for RT4 (be sure to use the RT4 way, not the 3.8 way, i believe the password encryption was changed in there somewhere). There is also steps to check to see if the "root" account was disabled, and how to enable it if it was. > There must be a backdoor way in. Isn't there? yes, the above link will get you there. you can "un-disable" a user, if it was disabled, and reset the password to something you know. from the first entry in the logs, it looks like the passwords are still stored in the "pre-change-to-md5" format (from back in 3.8 i believe). there was some code in there to allow people to use either, but if they changed their password, it would be stored in the new format. it could be that those users you are trying to login with had never changed their passwords since then? (it is mentioned at least here: http://www.bestpractical.com/docs/rt/4.2/UPGRADING-3.8.html ) I hope this helps... Thanks, Jok From alexmv at bestpractical.com Wed Feb 19 19:36:09 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 19 Feb 2014 19:36:09 -0500 Subject: [rt-users] Fedora 20 / Perl 5.18 In-Reply-To: <53054071.6070408@us.thalesgroup.com> References: <52FEA3A7.2030006@us.thalesgroup.com> <20140215233405.GD2970@jibsheet.com> <5303A25B.4010101@us.thalesgroup.com> <20140218184435.GM2970@jibsheet.com> <5303AFBD.5020401@us.thalesgroup.com> <20140218191654.GO2970@jibsheet.com> <5303C1C2.1090504@us.thalesgroup.com> <20140218205850.GB9602@valen.ee.washington.edu> <5303CCB8.4000409@us.thalesgroup.com> <5304063A.2020105@us.thalesgroup.com> <53054071.6070408@us.thalesgroup.com> Message-ID: <1392856569.18551.2.camel@umgah.localdomain> On Wed, 2014-02-19 at 15:38 -0800, CLOSE Dave wrote: > Now that I have RT running enough to get a login page, I can't get /any/ > login to work, not even root. The Apache log reports, "Unknown password > form (/usr/share/perl5/vendor_perl/RT/User_Overlay.pm:1094)", and the RT > log is still empty. > > Users and passwords are stored in MySQL (actually MariaDB). Checking > that from the command line shows that all the data is still there. RT 4.2.1 doesn't have a User_Overlay.pm -- we stopped shipping _Overlay files in RT 4.0. Its existence is a sign of a local customization, or an upgrade from RT 3.8 or earlier which missed the instructions at the top of UPGRADING-4.0. It's also extremely odd that that file is not in /opt/rt4, and is in vendor_perl. Did you install an RPM of RT 3.8 at some prior point? - Alex From Dave.Close at us.thalesgroup.com Wed Feb 19 19:47:16 2014 From: Dave.Close at us.thalesgroup.com (CLOSE Dave) Date: Wed, 19 Feb 2014 16:47:16 -0800 Subject: [rt-users] Fedora 20 / Perl 5.18 In-Reply-To: <1392856569.18551.2.camel@umgah.localdomain> References: <52FEA3A7.2030006@us.thalesgroup.com> <20140215233405.GD2970@jibsheet.com> <5303A25B.4010101@us.thalesgroup.com> <20140218184435.GM2970@jibsheet.com> <5303AFBD.5020401@us.thalesgroup.com> <20140218191654.GO2970@jibsheet.com> <5303C1C2.1090504@us.thalesgroup.com> <20140218205850.GB9602@valen.ee.washington.edu> <5303CCB8.4000409@us.thalesgroup.com> <5304063A.2020105@us.thalesgroup.com> <53054071.6070408@us.thalesgroup.com> <1392856569.18551.2.camel@umgah.localdomain> Message-ID: <53055094.7010608@us.thalesgroup.com> On 02/19/2014 04:36 PM, Alex Vandiver wrote: > On Wed, 2014-02-19 at 15:38 -0800, CLOSE Dave wrote: >> Now that I have RT running enough to get a login page, I can't get /any/ >> login to work, not even root. The Apache log reports, "Unknown password >> form (/usr/share/perl5/vendor_perl/RT/User_Overlay.pm:1094)", and the RT >> log is still empty. >> >> Users and passwords are stored in MySQL (actually MariaDB). Checking >> that from the command line shows that all the data is still there. > > RT 4.2.1 doesn't have a User_Overlay.pm -- we stopped shipping _Overlay > files in RT 4.0. Its existence is a sign of a local customization, or > an upgrade from RT 3.8 or earlier which missed the instructions at the > top of UPGRADING-4.0. > > It's also extremely odd that that file is not in /opt/rt4, and is in > vendor_perl. Did you install an RPM of RT 3.8 at some prior point? Yes, I'm sure I did, a long time ago. But I wasn't using it, thought I had removed it, and was running from a more conventional installation process. Jok Thuau wrote: > you can look at this page: > http://requesttracker.wikia.com/wiki/RecoverRootPassword Anyway, Jok's solution did not solve the problem. But it did give me some more error messages to investigate. I discovered that the vendor_perl/RT directory content was quite old. I replaced it entirely with the files from the installation directory, restarted Apache, and now things seem to work. There are also copies of those files in /opt/rt4/lib/RT, but that is not in @INC for some reason. Thanks for everyone for the help and patience. -- Dave Close From alexmv at bestpractical.com Wed Feb 19 19:57:23 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 19 Feb 2014 19:57:23 -0500 Subject: [rt-users] Fedora 20 / Perl 5.18 In-Reply-To: <53055094.7010608@us.thalesgroup.com> References: <52FEA3A7.2030006@us.thalesgroup.com> <20140215233405.GD2970@jibsheet.com> <5303A25B.4010101@us.thalesgroup.com> <20140218184435.GM2970@jibsheet.com> <5303AFBD.5020401@us.thalesgroup.com> <20140218191654.GO2970@jibsheet.com> <5303C1C2.1090504@us.thalesgroup.com> <20140218205850.GB9602@valen.ee.washington.edu> <5303CCB8.4000409@us.thalesgroup.com> <5304063A.2020105@us.thalesgroup.com> <53054071.6070408@us.thalesgroup.com> <1392856569.18551.2.camel@umgah.localdomain> <53055094.7010608@us.thalesgroup.com> Message-ID: <1392857843.18551.4.camel@umgah.localdomain> On Wed, 2014-02-19 at 16:47 -0800, CLOSE Dave wrote: > Anyway, Jok's solution did not solve the problem. But it did give me > some more error messages to investigate. I discovered that the > vendor_perl/RT directory content was quite old. I replaced it entirely > with the files from the installation directory, restarted Apache, and > now things seem to work. There are also copies of those files in > /opt/rt4/lib/RT, but that is not in @INC for some reason. RT adds /opt/rt4/lib to its @INC path on startup; copying them into vendor_perl is unnecessary. In fact, you are only leaving a landmine for yourself in the future (as happened with the _Overlay files) by having copied them into vendor_perl. - Alex From marko.cupac at mimar.rs Thu Feb 20 03:44:17 2014 From: marko.cupac at mimar.rs (Marko =?UTF-8?B?Q3VwYcSH?=) Date: Thu, 20 Feb 2014 09:44:17 +0100 Subject: [rt-users] QueueSummaryByLifecycle warning In-Reply-To: <20140217193421.26638c829fb8b031eb3b24c9@mimar.rs> References: <20140213110502.82787936dee7aade95c426a1@mimar.rs> <20140213145247.GE6350@jibsheet.com> <20140214105455.fb24dc0eba3622107f8e18c6@mimar.rs> <1392394309.5863.62.camel@umgah.localdomain> <20140217193421.26638c829fb8b031eb3b24c9@mimar.rs> Message-ID: <20140220094417.92dd8dd703fa7806dbe48c99@mimar.rs> I re-run database upgrade, this time starting from 4.0.8, it went fine until 4.1.1 where it failed complaining thatTable 'ObjectScrips' already exists. As I know it was created in earlier upgrade I did not worry. My Queues table looks as follows now: mysql> select Name, Lifecycle from Queues; +-----------------------+-----------+ | Name | Lifecycle | +-----------------------+-----------+ | General | default | | ___Approvals | approvals | | AvalaAda Laboratorija | default | +-----------------------+-----------+ ... and there are no more warnings in log. Hope I did not spoil something else. -- Marko Cupa? From guadagnino.cristiano at creval.it Thu Feb 20 10:20:38 2014 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Thu, 20 Feb 2014 15:20:38 +0000 Subject: [rt-users] REST call to retrieve list of groups In-Reply-To: <20140218153929.GF2970@jibsheet.com> References: <52F0CD90.2090009@creval.it> <1391535992.27447.10.camel@umgah.localdomain> <52F3C759.4010506@creval.it> <53037558.9000303@creval.it> <20140218153929.GF2970@jibsheet.com> Message-ID: <53061D8A.1030403@creval.it> Hi Kevin Kevin Falcone ha scritto: > On Tue, Feb 18, 2014 at 02:58:29PM +0000, Guadagnino Cristiano wrote: >> I'm sorry to bump this thread, but I never had any feedback, neither >> positive nor negative. >> Is this something supposed to work in 4.2.2 or not? >>>> rt ls -t groups > When someone shows a bin/rt command that works, you can always see > what it is doing by re-running it locally and adding > RTDEBUG=3 to the shell environment (or debug 3 to your rtrc). > > The error will become clear once you do that. > > -kevin > Kevin, thank you for the bit about using RTDEBUG, this is very useful!! I tried that from the command line and from the output I see it is POSTing to http://localhost//REST/1.0/search/group. All the groups are correctly reported. So it seems my problem was just that I was writing "groups" in stead of "group" in the URL. However, when I try this from the browser (Firefox) I still get the same error as before: no value sent for required parameter 'query' Stack: [/opt/rt4/share/html/REST/1.0/autohandler:54] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] [/opt/rt4/share/html/autohandler:53] There must still be something that's escaping me. This could be greatly improved if there was some kind of documentation on the REST protocol as implemented by RT, besides the largely incomplete one that is on WIKIA. Without that, the only way is discovering it by trial and error. T.I.A. Cris From alexmv at bestpractical.com Thu Feb 20 12:56:27 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 20 Feb 2014 12:56:27 -0500 Subject: [rt-users] [rt-announce] RT 4.2.3 released Message-ID: <1392918987.18551.32.camel@umgah.localdomain> RT 4.2.3 -- 2014-02-20 ---------------------- We are chuffed to announce that RT 4.2.3 is now available. http://download.bestpractical.com/pub/rt/release/rt-4.2.3.tar.gz http://download.bestpractical.com/pub/rt/release/rt-4.2.3.tar.gz.asc SHA1 sums e9e48c0a6d6b005e15c2f65c7919f70b086e5569 rt-4.2.3.tar.gz e0cb3cc5f6146aca29c4dd17684b5c47bc49c47f rt-4.2.3.tar.gz.asc This release is primarily a bugfix release; notable changes include: Administrator tasks * Avoid starting a FastCGI process manager in the common case of the FastCGI process being started by the webserver, and communicating over STDIN. This restores the behavior from 4.0, where the process name is the full path to rt-server.fcgi, and not the static string "perl-fcgi-pm" or "perl-fcgi". * Automatically clean out Mason cache when updated HTML is installed during upgrades; this should prevent a common class of errors. * Fix paths in rt-importer when importing from a serialized dump which was written to an absolute path. * Additional optional upgrade script for users upgrading from RT 3.8 who previously used RT::Extension::CustomField::Checkbox. * Pass characters, not bytes, to _EncodeLOB during de-serialization; this prevents invalid UTF-8 from a serialized dump from entering the new database. * Catch and warn of additional common misconfigurations of GPG/SMIME integration. * Prevent a possible infinite loop in rt-validator --resolve if Principal records were missing; default to forcing their creation. Localization * Localization updates from Launchpad. General user UI * Date and DateTime customfields now pass "mandatory" validation if unchanged. * "1970-01-01" is now treated as "unset" for purposes of Date and DateTime validation. * Add Date and DateTime fields to bulk update. * Don't conduct a user search if no string was entered. * Signal if a user is disabled at the top of User Summary pages. * Resolve regression in 4.2, which caused warnings during ticket creation when transaction custom fields were applied. * Respect transaction squelching during GPG/SMIME signing and encryption. Lack of public key for a squelched user will no longer trigger errors, for instance. * Resolve regression in 4.2, where the recipient squelching checkboxes did not properly synchronize state between users who appeared multiple times. * Adjust the bottom edge of rolled-up tabs in ticket pages. * Sort data groupings in charts numerically, not ASCIIbetically, if they all appear to be numbers. * Ensure that Sidebar / Body panes in dashboard configuration display in a consistent order on perl 5.18 and above. * For strict DOM compliance, move a "name" attribute on
to "data-name". * Prevent "Can't call method "DependsOn" on an undefined value" error in bulk update if tickets were deleted. * Show links to tickets which are not readable by the user as numbers, not as blank titles. * Add a "ticket-active" class, as well as the current status as a class, to ticket links on ticket display page. * Fix a regression in 4.2 which caused an error when a user with only limited rights (Watch or WatchAsAdminCc) removed themselves as a watcher from a ticket or queue. * Allow SeeCustomField on a single queue to show its custom fields during search if the search is limited to that queue. Documentation * Remove obsolete wording mentioning CPAN 1.84, which we guaranteed to already have a more recent version of, by way of perl 5.10.1. * Correct reminders documentation to suggest RT::Action::Notify, not RT::Action::SendEmail. * Documentation on writing extensions for RT. Admin interface * Fix "Queue" and "QueueId" columns in admin Scrips listing to emulate their display in 4.0. * Additional ModifyDropdownLimit in SelectOwnerDropdown to allow sites to increase the previously-hardcoded limit of 50 users in the drop-down before it switched to autocompletion. * Correctly style warnings about Articles needing configuration. * Resolve regression in 4.2 in admin interface, where the current group and rights tab is not preserved across rights submission. * Show static content roots in System Configuration, alongside Mason content roots. * Catch and warn of template compilation errors, such as unbalanced braces. Database * Improve right-checking query plan (at least on PostgreSQL 9.3) by de-duplicating ACL equivalence objects, and using the RT::System's id. * Upgrade steps from RT 4.0 -> 4.2 now DROP IF EXISTS tables and sequences before attempting to create them, except on Oracle. This resolves the common case of testing an upgrade before re-importing a backup atop it for the final upgrade, leaving the new tables still in place. * Fix a regression in 4.2 which caused rt-server to hold extra database handles open. For FastCGI processes, this was one extra per FastCGI process; for standalone servers, only one overall. Callbacks * MassageDisplayHeaders callback in ShowTransactionAttachments is now passed $ShowHeaders. * Callbacks in EditTransactionCustomFields are now passed $InTable. * MassageCustomFields callback in EditCustomField is now correctly passed $CustomFields. * Correct a typo in the documentation for MakeClicky callbacks. Developer * Provide and use a GetCustomFieldInputName() function to programmatically determine form field names from custom field objects. * Resolve a bug when associating unknown users with single-user roles; this primarily only affects Assets. * Allow consumers of /Elements/SimpleSearch to provide the placeholder text. * Default Stage for Scrips to be TransactionCreate; primarily for initialdata, but affects all callers of RT::Scrip->AddToObject. * Adjust etc/upgrade/shrink_transactions_table.pl to avoid new deprecation warnings. * Fix precedence errors of "return ... or ..." found by perl 5.19. * Allow consumers of EditCustomField to specify undef $Rows or $Cols to omit the respective attributes during form element rendering. * Prevent warnings on perl 5.19 and above. * Allow members to be added to groups during group creation in initialdata. * Prevent race conditions in 99-policy.t by skipping t/tmp/ and other volatile directories. * Pass Ticket object to ShowAttachments on Ticket/Forward.html, to allow for greater extensibility by providing more context. A complete changelog is available from git by running: git log rt-4.2.2..rt-4.2.3 or visiting https://github.com/bestpractical/rt/compare/rt-4.2.2...rt-4.2.3 _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From tjg at ucsc.edu Thu Feb 20 13:43:02 2014 From: tjg at ucsc.edu (Tim Gustafson) Date: Thu, 20 Feb 2014 10:43:02 -0800 Subject: [rt-users] rt-serializer and rt-importer Message-ID: I'm thrilled to see an export/import mechanism for RT now - thanks! I have three RT instances that I will be merging together using these tools. I have a few questions though: 1. I see some options in rt-serializer to skip users and groups. Does this mean that any users who are attached to tickets, either as a requester, owner, CC or whatever won't be imported during rt-importer? Or will they be created on the fly during rt-importer? Or does this only refer to privileged users and ACL groups? My plan is to re-build the privileged users and ACL groups by hand as we don't have that many of them and the target system uses a different LDAP server via ExternalAuth, so I need to look up the equivalent user names on the new system manually. So, if I don't need to worry about those privileged users and ACL groups, does that mean I can use those options? 2. I see an option in rt-importer to save the old ticket organization and ID into a custom field. Will this field be used to look up new e-mails that come in to the system via SMTP? Or if someone replies to an existing ticket e-mail they've received from the original RT system, will that create a new ticket in the new system which will have to be manually merged with the old ticket? Is there anything else I should be considering when merging two RT installations together? -- Tim Gustafson tjg at ucsc.edu 831-459-5354 Baskin Engineering, Room 313A From falcone at bestpractical.com Fri Feb 21 11:24:54 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 21 Feb 2014 11:24:54 -0500 Subject: [rt-users] rt-serializer and rt-importer In-Reply-To: References: Message-ID: <20140221162454.GP2970@jibsheet.com> On Thu, Feb 20, 2014 at 10:43:02AM -0800, Tim Gustafson wrote: > 1. I see some options in rt-serializer to skip users and groups. Does > this mean that any users who are attached to tickets, either as a > requester, owner, CC or whatever won't be imported during rt-importer? The docs cover this pretty well: http://bestpractical.com/docs/rt/latest/rt-serializer.html#no-users Also available from running rt-serializer --help > 2. I see an option in rt-importer to save the old ticket organization > and ID into a custom field. Will this field be used to look up new > e-mails that come in to the system via SMTP? Or if someone replies to > an existing ticket e-mail they've received from the original RT > system, will that create a new ticket in the new system which will > have to be manually merged with the old ticket? We don't ship any code to implement that, however several clients who used the importer have written code to do just that. It should be straightforward to write given RT::Interface::Email::ExtractTicketId as a hook point. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From darin at darins.net Fri Feb 21 11:59:53 2014 From: darin at darins.net (Darin Perusich) Date: Fri, 21 Feb 2014 11:59:53 -0500 Subject: [rt-users] enable notification when metadata is modified Message-ID: Hello, Is it possible to enabled notifications when the metadata of a ticket is modified? Ideally I'd like to enable this on a queue by queue basis. Thanks! -- Later, Darin From falcone at bestpractical.com Fri Feb 21 12:05:24 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 21 Feb 2014 12:05:24 -0500 Subject: [rt-users] enable notification when metadata is modified In-Reply-To: References: Message-ID: <20140221170524.GQ2970@jibsheet.com> On Fri, Feb 21, 2014 at 11:59:53AM -0500, Darin Perusich wrote: > Is it possible to enabled notifications when the metadata of a ticket > is modified? Ideally I'd like to enable this on a queue by queue > basis. Condition: On Transaction Action: Notify Owners Template: Your custom tempalte will trigger anytime there's been a change. You'll have to craft your template to do something sane with $Transaction->BriefDescriptionAsHTML or by hand since the plain Transaction template won't handle all metadata changes. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Feb 21 12:12:36 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 21 Feb 2014 12:12:36 -0500 Subject: [rt-users] REST call to retrieve list of groups In-Reply-To: <53061D8A.1030403@creval.it> References: <52F0CD90.2090009@creval.it> <1391535992.27447.10.camel@umgah.localdomain> <52F3C759.4010506@creval.it> <53037558.9000303@creval.it> <20140218153929.GF2970@jibsheet.com> <53061D8A.1030403@creval.it> Message-ID: <20140221171236.GR2970@jibsheet.com> On Thu, Feb 20, 2014 at 03:20:38PM +0000, Guadagnino Cristiano wrote: > However, when I try this from the browser (Firefox) I still get the same > error as before: > > no value sent for required parameter 'query' > Stack: > [/opt/rt4/share/html/REST/1.0/autohandler:54] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] > [/opt/rt4/share/html/autohandler:53] > > > There must still be something that's escaping me. Did you sent a parameter named query? RTDEBUG probably shows query being sent. You could argue that groups should act like queues and users when no query is sent. The best argument is likely a patch. > This could be greatly improved if there was some kind of documentation > on the REST protocol as implemented by RT, besides the largely > incomplete one that is on WIKIA. > Without that, the only way is discovering it by trial and error. Frankly, I'd rather spend time developing REST/2.0 than further documenting the flaws in REST 1.0. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Feb 21 12:13:34 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 21 Feb 2014 12:13:34 -0500 Subject: [rt-users] QueueSummaryByLifecycle warning In-Reply-To: <20140220094417.92dd8dd703fa7806dbe48c99@mimar.rs> References: <20140213110502.82787936dee7aade95c426a1@mimar.rs> <20140213145247.GE6350@jibsheet.com> <20140214105455.fb24dc0eba3622107f8e18c6@mimar.rs> <1392394309.5863.62.camel@umgah.localdomain> <20140217193421.26638c829fb8b031eb3b24c9@mimar.rs> <20140220094417.92dd8dd703fa7806dbe48c99@mimar.rs> Message-ID: <20140221171334.GS2970@jibsheet.com> On Thu, Feb 20, 2014 at 09:44:17AM +0100, Marko Cupa? wrote: > I re-run database upgrade, this time starting from 4.0.8, it went fine > until 4.1.1 where it failed complaining thatTable 'ObjectScrips' > already exists. As I know it was created in earlier upgrade I did not > worry. If you actually reran *all* of the upgrade scripts (instead of telling make upgrade-database to run 4.0.8 -> 4.0.19) then I suspect something else will be wrong down the road. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri Feb 21 12:15:07 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 21 Feb 2014 12:15:07 -0500 Subject: [rt-users] No __TimeLeft__ value in search result In-Reply-To: <5303BE1A.8070007@gmail.com> References: <1392725451929-56683.post@n7.nabble.com> <1392745691.13490.3.camel@umgah.localdomain> <5303BE1A.8070007@gmail.com> Message-ID: <20140221171506.GT2970@jibsheet.com> On Tue, Feb 18, 2014 at 10:10:02PM +0200, Andrius Kulbis wrote: > 2014-02-18 19:48, Alex Vandiver ra??: > >On Tue, 2014-02-18 at 04:10 -0800, andkulb wrote: > >>This is the time values for the ticket: > >>Created: Tue Feb 18 13:28:25 2014 > >>Starts: Tue Feb 18 13:28:25 2014 > >>Started: Tue Feb 18 13:28:25 2014 > >>Last Contact: Tue Feb 18 13:30:25 2014 > >>Due: Wed Feb 19 00:00:00 2014 > >> > >>Still, the __TimeLeft__ field is always blank. What is the problem? > >"TimeLeft" is not a computed value between starts and due. It is a > >count of your estimate of the minutes/hours of work remaining on the > >ticket, which can be updated from the "Basics" page of the ticket. > > Is it possible to calculate the fields format fields? Anything is possible. There are callbacks in RT__Ticket/ColumnMap that allow you to either override __TimeLeft__ to calculate things or to add your own new code that does date math. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From tjg at ucsc.edu Fri Feb 21 12:37:46 2014 From: tjg at ucsc.edu (Tim Gustafson) Date: Fri, 21 Feb 2014 09:37:46 -0800 Subject: [rt-users] rt-serializer and rt-importer In-Reply-To: <20140221162454.GP2970@jibsheet.com> References: <20140221162454.GP2970@jibsheet.com> Message-ID: > The docs cover this pretty well: > http://bestpractical.com/docs/rt/latest/rt-serializer.html#no-users Well, the docs say: > By default, all privileged users are serialized; passing --no-users > limits it to only those users which are strictly necessary. But it does not tell you what "strictly necessary" means. The documentation specifically calls out "privileged users" here, but if I'm not interested in maintaining user privileges from the system that I'm exporting from, then does using this parameter mean that those users will be imported only as ticket members, or will privileged users be re-created in the new system as privileged? Or is this a flag to say "normally, privileged users are copied even if they're not associated with a ticket, but with this flag they're not copied unless they are associated with a ticket"? So, to put my question another way, what's the proper combination of command-line arguments to copy over *only* queues and tickets, and to *not* copy any groups or ACLs? My best guess is: rt-serializer --no-users --no-groups --no-deleted Also, I was running this command against my production data, which has about 80,000 tickets in it, and it consumed obscene amounts of RAM. The rt-serializer hit about 1.3GB of RAM before the machine ran out of swap, even with a log --gc value and a smaller --page value. I even tried a --gc of -1 and that didn't seem to matter either. The whole database for this installation is a bit shy of 10GB, so I'm wondering if I need to run this on a machine with at least that much RAM? And oddly, the dump folder only contained two 32MB +/- files in it when the process crashed, which is causing me some concern. Does that imply that it used 1.3GB of RAM to export 64MB of data? -- Tim Gustafson tjg at ucsc.edu 831-459-5354 Baskin Engineering, Room 313A From falcone at bestpractical.com Fri Feb 21 12:58:38 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 21 Feb 2014 12:58:38 -0500 Subject: [rt-users] rt-serializer and rt-importer In-Reply-To: References: <20140221162454.GP2970@jibsheet.com> Message-ID: <20140221175838.GU2970@jibsheet.com> On Fri, Feb 21, 2014 at 09:37:46AM -0800, Tim Gustafson wrote: > But it does not tell you what "strictly necessary" means. The Needed to have a complete RT system on the other side. I'm not sure why you think that an RT with only ticket / queue data is useful. You lose all the requestors and owners and ccs/adminccs associated with tickets, which would tend to make the history kind of useless. I understand that you want to 'rework your users and ACLs' but RT will not just magically pair up your brand new users with the old ticket data. --no-users will only export users that it encounters while crawling other objects, rather than defaulting to serializing all privileged users and then serializing unprivileged users as needed. > So, to put my question another way, what's the proper combination of > command-line arguments to copy over *only* queues and tickets, and to > *not* copy any groups or ACLs? My best guess is: I don't believe you can do this. > Also, I was running this command against my production data, which has > about 80,000 tickets in it, and it consumed obscene amounts of RAM. You don't specify an RT version. 4.2.2 and 4.2.3 both contain fixes for memory usage. I've recently serialized with --clone a larger database in less RAM than you quote. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From tjg at ucsc.edu Fri Feb 21 13:24:01 2014 From: tjg at ucsc.edu (Tim Gustafson) Date: Fri, 21 Feb 2014 10:24:01 -0800 Subject: [rt-users] rt-serializer and rt-importer In-Reply-To: <20140221175838.GU2970@jibsheet.com> References: <20140221162454.GP2970@jibsheet.com> <20140221175838.GU2970@jibsheet.com> Message-ID: > I'm not sure why you think that an RT with only ticket / queue data is > useful. You lose all the requestors and owners and ccs/adminccs > associated with tickets, which would tend to make the history kind of > useless. Sorry, I guess I'm not being clear. That's exactly what I'm talking about: I want to copy over requestors, owners, CCs and so on, but not privileged access or group information. > --no-users will only export users that it encounters while crawling > other objects, rather than defaulting to serializing all privileged > users and then serializing unprivileged users as needed. That was the answer I was looking for, and I think it would be helpful to add it to the documentation. > You don't specify an RT version. 4.2.2 and 4.2.3 both contain fixes > for memory usage. 4.2.2 -- Tim Gustafson tjg at ucsc.edu 831-459-5354 Baskin Engineering, Room 313A From phatbuckett at gmail.com Sat Feb 22 21:10:19 2014 From: phatbuckett at gmail.com (Darren Spruell) Date: Sat, 22 Feb 2014 19:10:19 -0700 Subject: [rt-users] FCGI module missing when configured for fastcgi handler Message-ID: Not sure why I'm running into missing module when using default web handler of fastcgi for RT 4.2.3... Configuring RT using default (inmplicit) or explicitly specifying handler, same thing occurs: $ ./configure --with-web-handler=fastcgi --enable-gd --with-db-type=Pg ## No mention of FCGI library and reports OK; should report $ make testdeps /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-Pg perl: >=5.10.1(5.12.2) ...found users: rt group (rt) ...found bin owner (root) ...found libs owner (root) ...found libs group (bin) ...found web owner (www) ...found web group (www) ...found CLI dependencies: Text::ParseWords ...found Term::ReadKey ...found Getopt::Long >= 2.24 ...found HTTP::Request::Common ...found Term::ReadLine ...found LWP ...found CORE dependencies: Storable >= 2.08 ...found Encode >= 2.39 ...found Crypt::Eksblowfish ...found Module::Versions::Report >= 1.05 ...found List::MoreUtils ...found Errno ...found DBI >= 1.37 ...found Devel::StackTrace >= 1.19 ...found HTTP::Message >= 6.0 ...found Text::Password::Pronounceable ...found Devel::GlobalDestruction ...found Time::ParseDate ...found IPC::Run3 ...found Tree::Simple >= 1.04 ...found HTML::Scrubber >= 0.08 ...found HTML::Quoted ...found Sys::Syslog >= 0.16 ...found Mail::Mailer >= 1.57 ...found Data::GUID ...found HTML::Mason >= 1.43 ...found HTML::Entities ...found LWP::Simple ...found Symbol::Global::Name >= 0.04 ...found DateTime::Format::Natural >= 0.67 ...found Plack >= 1.0002 ...found File::Glob ...found Class::Accessor >= 0.34 ...found Text::Wrapper ...found Regexp::Common::net::CIDR ...found Log::Dispatch >= 2.30 ...found HTML::FormatText::WithLinks::AndTables ...found DateTime >= 0.44 ...found CGI::Emulate::PSGI ...found Text::Quoted >= 2.07 ...found Regexp::IPv6 ...found CGI >= 3.38 ...found CSS::Squish >= 0.06 ...found DateTime::Locale >= 0.40 ...found CGI::PSGI >= 0.12 ...found Apache::Session >= 1.53 ...found Date::Extract >= 0.02 ...found Digest::SHA ...found HTML::Mason::PSGIHandler >= 0.52 ...found MIME::Entity >= 5.504 ...found Locale::Maketext::Lexicon >= 0.32 ...found Module::Refresh >= 0.03 ...found Role::Basic >= 0.12 ...found Digest::base ...found File::Temp >= 0.19 ...found Date::Manip ...found Locale::Maketext >= 1.06 ...found HTML::RewriteAttributes >= 0.05 ...found Text::Template >= 1.44 ...found CGI::Cookie >= 1.20 ...found Scalar::Util ...found XML::RSS >= 1.05 ...found File::Spec >= 0.8 ...found Text::WikiFormat >= 0.76 ...found DBIx::SearchBuilder >= 1.65 ...found File::ShareDir ...found Regexp::Common ...found Digest::MD5 >= 2.27 ...found HTML::FormatText::WithLinks >= 0.14 ...found Mail::Header >= 2.12 ...found Locale::Maketext::Fuzzy >= 0.11 ...found Time::HiRes ...found Email::Address::List ...found Net::CIDR ...found JSON ...found UNIVERSAL::require ...found Email::Address >= 1.897 ...found Plack::Handler::Starlet ...found DASHBOARDS dependencies: URI::QueryParam ...found URI >= 1.59 ...found MIME::Types ...found GD dependencies: GD::Text ...found GD ...found GD::Graph >= 1.47 ...found GPG dependencies: File::Which ...found PerlIO::eol ...found GnuPG::Interface ...found ICAL dependencies: Data::ICal ...found MAILGATE dependencies: Pod::Usage ...found LWP::UserAgent >= 6.0 ...found Crypt::SSLeay ...found Getopt::Long ...found Net::SSL ...found LWP::Protocol::https ...found Mozilla::CA ...found PG dependencies: DBD::Pg >= 1.43 ...found SMIME dependencies: String::ShellQuote ...found File::Which ...found Crypt::X509 ...found USERLOGO dependencies: Convert::Color ...found All dependencies have been found. $ sudo spawn-fcgi -n -u www -g rt -a 127.0.0.1 -p 9000 -- /opt/rt4/sbin/rt-server.fcgi Password: defined(%hash) is deprecated at /usr/local/libdata/perl5/site_perl/Locale/Maketext/Lexicon.pm line 281. (Maybe you should just omit the defined()?) [14326] [Sun Feb 23 01:37:56 2014] [critical]: Something went wrong while trying to run RT's standalone web server: Can't locate FCGI.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /usr/local/libdata/perl5/site_perl/i386-openbsd /usr/libdata/perl5/site_perl/i386-openbsd /usr/local/libdata/perl5/site_perl /usr/libdata/perl5/site_perl /usr/libdata/perl5/i386-openbsd/5.12.2 /usr/libdata/perl5 /usr/local/libdata/perl5 .) at /usr/local/libdata/perl5/site_perl/Plack/Handler/FCGI.pm line 8. BEGIN failed--compilation aborted at /usr/local/libdata/perl5/site_perl/Plack/Handler/FCGI.pm line 8. Compilation failed in require at /usr/local/libdata/perl5/site_perl/Plack/Util.pm line 23. (/opt/rt4/sbin/../lib/RT.pm:393) Something went wrong while trying to run RT's standalone web server: Can't locate FCGI.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /usr/local/libdata/perl5/site_perl/i386-openbsd /usr/libdata/perl5/site_perl/i386-openbsd /usr/local/libdata/perl5/site_perl /usr/libdata/perl5/site_perl /usr/libdata/perl5/i386-openbsd/5.12.2 /usr/libdata/perl5 /usr/local/libdata/perl5 .) at /usr/local/libdata/perl5/site_perl/Plack/Handler/FCGI.pm line 8. BEGIN failed--compilation aborted at /usr/local/libdata/perl5/site_perl/Plack/Handler/FCGI.pm line 8. Compilation failed in require at /usr/local/libdata/perl5/site_perl/Plack/Util.pm line 23.a Installing FCGI from cpan fixes this as expected, but is there a reason the dependency wasn't picked up at testdeps phase? -- Darren Spruell phatbuckett at gmail.com From uglobster at gmail.com Mon Feb 24 00:38:31 2014 From: uglobster at gmail.com (Arkady Glazov) Date: Mon, 24 Feb 2014 09:38:31 +0400 Subject: [rt-users] Action on change Custom Field Message-ID: Hi, Is it possible to write scriplet on condition "change custom field". I need run extern procediure if user chanmge value of custom field in transaction only. -- Best regards, Arkady Glazov http://globster.ru -------------- next part -------------- An HTML attachment was scrubbed... URL: From olivier.lumineau at renater.fr Mon Feb 24 10:17:03 2014 From: olivier.lumineau at renater.fr (Olivier Lumineau) Date: Mon, 24 Feb 2014 16:17:03 +0100 Subject: [rt-users] Multiple instance In-Reply-To: <53047CCE.8060605@renater.fr> References: <53047CCE.8060605@renater.fr> Message-ID: <530B626F.2070607@renater.fr> An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: jjahfaib.png Type: image/png Size: 4111 bytes Desc: not available URL: From falcone at bestpractical.com Mon Feb 24 10:57:43 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 24 Feb 2014 10:57:43 -0500 Subject: [rt-users] FCGI module missing when configured for fastcgi handler In-Reply-To: References: Message-ID: <20140224155743.GV2970@jibsheet.com> On Sat, Feb 22, 2014 at 07:10:19PM -0700, Darren Spruell wrote: > Not sure why I'm running into missing module when using default web > handler of fastcgi for RT 4.2.3... > > Configuring RT using default (inmplicit) or explicitly specifying > handler, same thing occurs: > > $ ./configure --with-web-handler=fastcgi --enable-gd --with-db-type=Pg > > ## No mention of FCGI library and reports OK; should report > $ make testdeps > /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-Pg Running your configure line on a freshly unpacked tarball of 4.2.3 generates this for me: $ make testdeps /path/to/perl ./sbin/rt-test-dependencies --verbose --with-Pg --with-fastcgi --with-fastcgi is added on when you say --with-web-handler=fastcgi and it definitely requires that FCGI.pm be installed. Check your config.log file and Makefile to ensure that WEB_HANDLER and CONFIGURE_INCANT were recorded properly. You can also examine the top of RT_Config.pm to see what we thought you used. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From jblaine at kickflop.net Mon Feb 24 18:10:59 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 24 Feb 2014 18:10:59 -0500 Subject: [rt-users] A little help with a 4.x callback? Message-ID: <530BD183.8070200@kickflop.net> I see in 4.2.x (perhaps in 4.0.x) that there is now a ProcessUpdates callback available for use in Ticket/Modify.html I'm reworking some old 3.8 code that would send a message to the end user via (sigh) ... Abort() ... if a certain field had not been set to a value and the user was trying to resolve the ticket. The Ticket/Modify.html callback call reads as: $m->callback( CallbackName => 'ProcessUpdates', TicketObj => $TicketObj, ARGSRef => \%ARGS, Results => \@results ); How might I make use of this @results array in my callback? What should my <%ARGS> section look like? I looked around, but the wiki is a little lacking in info about how to construct the <%ARGS> section in the callback file, etc, for those not fluent in Perl past the basics (let alone Mason). From niraj.vara at gmail.com Tue Feb 25 06:07:11 2014 From: niraj.vara at gmail.com (niraj) Date: Tue, 25 Feb 2014 03:07:11 -0800 (PST) Subject: [rt-users] ticket searching problem Message-ID: <1393326431455-56749.post@n7.nabble.com> Hi I have four queue and I am not able to find the messages with queue name. with ticket ID no. and with ticket status like (open,resolved,new) able search the same. with queue when search nothing display. search example was also given and tried it the following *Start the search term with the name of a supported field followed by a colon, as in queue:"Example Queue"* so I have type like queue:dev Here dev is my queue. please guide how can I search with queue also. -- View this message in context: http://requesttracker.8502.n7.nabble.com/ticket-searching-problem-tp56749.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alex at russian-cyprus.org Tue Feb 25 06:27:39 2014 From: alex at russian-cyprus.org (Alex Geo.) Date: Tue, 25 Feb 2014 12:27:39 +0100 Subject: [rt-users] rt 4.0.10 & RT-Extension-JSGantt v0.19 can not print color bars Message-ID: Dear all, We are having a strange issue. JSGantt works fine, but when it comes time to print it on a paper or into a PDF - the color bars are not showing up. If I go though to the jsgantt webpage from the same PC, I am able to see the color progress bars on the chart during printing (can submit screenshots if needed). Tried on various PCs, tried from Chrome/FF/IE - same result. There are no errors or debug messages in the apache log. Please help, thanks in advance. Kind regards, Alex -------------- next part -------------- An HTML attachment was scrubbed... URL: From jborissr at gmail.com Tue Feb 25 10:23:08 2014 From: jborissr at gmail.com (john boris) Date: Tue, 25 Feb 2014 10:23:08 -0500 Subject: [rt-users] RT email failing Message-ID: My rt instance relays its email through another server. Messages coming from RT are failing My relay server is not sending the mail and is giving me a 451 error. If I go to the command line and generate an email it sends this correctly. RT is version 4.2.2 on ubuntu 12.10 running postfix. It will handle the incoming mail correctly and create the ticket but when it sends it out there is this problem. ANy pointers on where to look for the misconfiguration. -- John J. Boris, Sr. Online Services www.onlinesvc.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Feb 25 11:26:08 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 25 Feb 2014 11:26:08 -0500 Subject: [rt-users] A little help with a 4.x callback? In-Reply-To: <530BD183.8070200@kickflop.net> References: <530BD183.8070200@kickflop.net> Message-ID: <20140225162608.GA2963@jibsheet.com> On Mon, Feb 24, 2014 at 06:10:59PM -0500, Jeff Blaine wrote: > I see in 4.2.x (perhaps in 4.0.x) that there is now a ProcessUpdates > callback available for use in Ticket/Modify.html > > I'm reworking some old 3.8 code that would send a message to the end > user via (sigh) ... Abort() ... if a certain field had not been set > to a value and the user was trying to resolve the ticket. > > The Ticket/Modify.html callback call reads as: > > $m->callback( CallbackName => 'ProcessUpdates', TicketObj => > $TicketObj, ARGSRef => \%ARGS, Results => \@results ); > > How might I make use of this @results array in my callback? If you're trying to block the update, ProcessUpdates is too late (all it lets you do is make more changes and push messages back up to the user). If you want to actively block the user, look at RT-Extension-MandatoryOnTransition. It uses the BeforeUpdate callback in Ticket/Update.html to set skip_create and push onto @results. You can clone that functionality to the Default callback in Ticket/Modify.html. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Feb 25 11:27:19 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 25 Feb 2014 11:27:19 -0500 Subject: [rt-users] ticket searching problem In-Reply-To: <1393326431455-56749.post@n7.nabble.com> References: <1393326431455-56749.post@n7.nabble.com> Message-ID: <20140225162719.GB2963@jibsheet.com> On Tue, Feb 25, 2014 at 03:07:11AM -0800, niraj wrote: > I have four queue and I am not able to find the messages with queue name. > with ticket ID no. and with ticket status like (open,resolved,new) able > search the same. > > with queue when search nothing display. > > search example was also given and tried it the following > > *Start the search term with the name of a supported field followed by a > colon, as in queue:"Example Queue"* So, you're using the simple search? > so I have type like queue:dev > > Here dev is my queue. After typing queue:dev and clicking search, on the page with no results, click on Advanced and show us the query that is generated. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Feb 25 11:29:14 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 25 Feb 2014 11:29:14 -0500 Subject: [rt-users] RT email failing In-Reply-To: References: Message-ID: <20140225162914.GC2963@jibsheet.com> On Tue, Feb 25, 2014 at 10:23:08AM -0500, john boris wrote: > My rt instance relays its email through another server. Messages coming from RT are failing > My relay server is not sending the mail and is giving me a 451 error. If I go to the command > line and generate an email it sends this correctly. > RT is version 4.2.2 on ubuntu 12.10 running postfix. > It will handle the incoming mail correctly and create the ticket but when it sends it out > there is this problem. > ANy pointers on where to look for the misconfiguration. You would need to show a full error message (451 is insufficient, it means many things) and ideally you would show logs from your relay server about why you're being rejected. Most likely your RT server's hostname is internal and invalid and is leaking. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From jborissr at gmail.com Tue Feb 25 12:09:54 2014 From: jborissr at gmail.com (john boris) Date: Tue, 25 Feb 2014 12:09:54 -0500 Subject: [rt-users] RT email failing In-Reply-To: <20140225162914.GC2963@jibsheet.com> References: <20140225162914.GC2963@jibsheet.com> Message-ID: Kevin, I checked the mail log on my relay server and here is the error 2014-02-25 12:01:58 -0500 badhosts11091: [SYSERR(25)Inappropriate I/O control operation] Dying on sig13: pipe write w/no reader Here is the output of deliver /usr/mmdf/bin/deliver -w [ Checking for Local delivery (local) mail ] sorting the queue. [ Checking for Mailing list processor (list) mail ] sorting the queue. [ Checking for SMTP Delivery (smtp) mail ] sorting the queue. [ Checking for Smart-host Routing for hosts (badhosts) mail ] sorting the queue. 1 messages, 1 to be processed Message 'msg.aa11088', from 'www-data at rt3.adphila.org' Queued: 0 Days, 0 Hours [ Accessing badhosts (Smart-host Routing for hosts)] Channel: badhosts jborissr at gmail.com via chat2.adphila.org: trying... connecting to [172.31.250.60]... open. <-(220 chat2.adphila.org ESMTP (23ca9e33fefa09d99f2e46c526eff526)) ->(HELO jc.adphila.org) <-(250 chat2.adphila.org Hello jc.adphila.org [172.31.5.100], pleased to meet you) ->(MAIL FROM:) <-(250 Sender OK) ->(RCPT TO:) <-(250 Recipient OK) address ok ->(DATA) <-(354 Start mail input; end with .) sending...:... ->(.) <-(451 Internal error) Problem address ending: Internal error not sent, queued for retry End of processing for msg.aa11088 Message 'msg.aa11088', from 'www-data at rt3.adphila.org' Queued: 0 Days, 0 Hours jborissr at gmail.com via chat2.adphila.org: dead host End of processing for msg.aa11088 [ Checking for Nameserver Delay channel (delay) mail ] sorting the queue. [ Checking for Smart-host routing for users (badusers) mail ] sorting the queue. ->(QUIT) /usr/mmdf/bin/deliver: normal end The addresses in her (rt3.adphila.org) are internal. Here is the postfix log on my rt machine Feb 25 12:26:31 rt3 postfix/pickup[6599]: 0F24AA40D4: uid=33 from= Feb 25 12:26:31 rt3 postfix/cleanup[6628]: 0F24AA40D4: message-id=< rt-4.2.2-1338-1393349190-718.34-7-0 at rt3.adphila.org> Feb 25 12:26:31 rt3 postfix/qmgr[6600]: 0F24AA40D4: from=< www-data at rt3.adphila.org>, size=2392, nrcpt=1 (queue active) Feb 25 12:26:31 rt3 postfix/smtp[6631]: 0F24AA40D4: to=, relay=jc.adphila.org[172.31.5.100]:25, delay=0.47, delays=0.18/0.15/0.09/0.05, dsn=2.0.0, status=sent (250 Submitted & queued (msg.aa11088)) Feb 25 12:26:31 rt3 postfix/qmgr[6600]: 0F24AA40D4: removed It leaves but is not accepted on my relay or fails on my relay. I have been searching for typos and haven't found any. On Tue, Feb 25, 2014 at 11:29 AM, Kevin Falcone wrote: > On Tue, Feb 25, 2014 at 10:23:08AM -0500, john boris wrote: > > My rt instance relays its email through another server. Messages > coming from RT are failing > > My relay server is not sending the mail and is giving me a 451 error. > If I go to the command > > line and generate an email it sends this correctly. > > RT is version 4.2.2 on ubuntu 12.10 running postfix. > > It will handle the incoming mail correctly and create the ticket but > when it sends it out > > there is this problem. > > ANy pointers on where to look for the misconfiguration. > > You would need to show a full error message (451 is insufficient, it > means many things) and ideally you would show logs from your relay > server about why you're being rejected. > > Most likely your RT server's hostname is internal and invalid and is > leaking. > > -kevin > > -- > RT Training London, March 19-20 and Dallas May 20-21 > http://bestpractical.com/training > -- John J. Boris, Sr. Online Services www.onlinesvc.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jkillen at allamericanasphalt.com Tue Feb 25 14:18:21 2014 From: jkillen at allamericanasphalt.com (Justin Killen) Date: Tue, 25 Feb 2014 11:18:21 -0800 Subject: [rt-users] closing out reminders on a ticket using a custom lifecycle Message-ID: <55B5D66C43B57F44BC89CB4650FD32F8012C52A20285@MAL.sg1.allamericanasphalt.com> I have a custom lifecycle set up for code related issues (coding, pending_deployment, user_testing, etc). I've got a reminder set ('check and close') on one of these tickets to check back with the user and confirm a fix is functional before closing out the ticket, but when I attempt to 'check box to complete' the reminder, I get this error: Reminder 'check and close': You can't change status from 'open' to 'resolved'. Are the status' in the lifecycle tied to the reminders as well? What do I need to change in the lifecycle to allow this to work? Thanks, -Justin -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Tue Feb 25 15:40:36 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 25 Feb 2014 15:40:36 -0500 Subject: [rt-users] A little help with a 4.x callback? In-Reply-To: <20140225162608.GA2963@jibsheet.com> References: <530BD183.8070200@kickflop.net> <20140225162608.GA2963@jibsheet.com> Message-ID: <530CFFC4.8090602@kickflop.net> On 2/25/2014 11:26 AM, Kevin Falcone wrote: > On Mon, Feb 24, 2014 at 06:10:59PM -0500, Jeff Blaine wrote: >> I see in 4.2.x (perhaps in 4.0.x) that there is now a ProcessUpdates >> callback available for use in Ticket/Modify.html >> >> I'm reworking some old 3.8 code that would send a message to the end >> user via (sigh) ... Abort() ... if a certain field had not been set >> to a value and the user was trying to resolve the ticket. >> >> The Ticket/Modify.html callback call reads as: >> >> $m->callback( CallbackName => 'ProcessUpdates', TicketObj => >> $TicketObj, ARGSRef => \%ARGS, Results => \@results ); >> >> How might I make use of this @results array in my callback? > > If you're trying to block the update, ProcessUpdates is too late (all > it lets you do is make more changes and push messages back up to the > user). Yes, I finally got to that same understanding in the last few hours working on this some more. I'm using 'Default' now. > If you want to actively block the user, look at > RT-Extension-MandatoryOnTransition. It uses the BeforeUpdate callback Oh, excellent. This will allow us to offload quite a bit of the logic we already have in place and instead focus on the "real" custom logic we need. > in Ticket/Update.html to set skip_create and push onto @results. You > can clone that functionality to the Default callback in > Ticket/Modify.html. Thanks Kevin. From falcone at bestpractical.com Tue Feb 25 16:01:13 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 25 Feb 2014 16:01:13 -0500 Subject: [rt-users] closing out reminders on a ticket using a custom lifecycle In-Reply-To: <55B5D66C43B57F44BC89CB4650FD32F8012C52A20285@MAL.sg1.allamericanasphalt.com> References: <55B5D66C43B57F44BC89CB4650FD32F8012C52A20285@MAL.sg1.allamericanasphalt.com> Message-ID: <20140225210113.GA3080@jibsheet.com> On Tue, Feb 25, 2014 at 11:18:21AM -0800, Justin Killen wrote: > I have a custom lifecycle set up for code related issues (coding, pending_deployment, > user_testing, etc). I've got a reminder set (`check and close') on one of these tickets to > check back with the user and confirm a fix is functional before closing out the ticket, but > when I attempt to `check box to complete' the reminder, I get this error: > > Reminder 'check and close': You can't change status from 'open' to 'resolved'. > > Are the status' in the lifecycle tied to the reminders as well? What do I need to change in > the lifecycle to allow this to work? http://bestpractical.com/docs/rt/latest/RT_Config.html#reminder_on_open and reminder_on_resolve -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue Feb 25 16:09:10 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 25 Feb 2014 16:09:10 -0500 Subject: [rt-users] RT email failing In-Reply-To: References: <20140225162914.GC2963@jibsheet.com> Message-ID: <20140225210910.GB3080@jibsheet.com> On Tue, Feb 25, 2014 at 12:09:54PM -0500, john boris wrote: > I checked the mail log on my relay server and here is the error Unfortunately, this points to some sort of problem with mmdf (which is a very unusual MTA, so there isn't going to be a lot of expertise on it). > <-(220 [4]chat2.adphila.org ESMTP (23ca9e33fefa09d99f2e46c526eff526)) Since you publish IP addresses for rt3.adphila.org, it isn't the obvious error. Unfortunately, you likely need to look farther up the mail relay chain since it leaves RT via postfix and then it fails when trying to pass to another adphila.org server. > ->(HELO [5]jc.adphila.org) > <-(250 [6]chat2.adphila.org Hello [7]jc.adphila.org [172.31.5.100], pleased to meet you) > ->(MAIL FROM:<[8]www-data at rt3.adphila.org>) > <-(250 Sender <[9]www-data at rt3.adphila.org> OK) > ->(RCPT TO:<[10]jborissr at gmail.com>) > <-(250 Recipient <[11]jborissr at gmail.com> OK) > address ok > ->(DATA) > <-(354 Start mail input; end with .) > sending...:... ->(.) > <-(451 Internal error) -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From jkillen at allamericanasphalt.com Tue Feb 25 16:54:43 2014 From: jkillen at allamericanasphalt.com (Justin Killen) Date: Tue, 25 Feb 2014 13:54:43 -0800 Subject: [rt-users] closing out reminders on a ticket using a custom lifecycle In-Reply-To: <20140225210113.GA3080@jibsheet.com> References: <55B5D66C43B57F44BC89CB4650FD32F8012C52A20285@MAL.sg1.allamericanasphalt.com> <20140225210113.GA3080@jibsheet.com> Message-ID: <55B5D66C43B57F44BC89CB4650FD32F8012C52A20323@MAL.sg1.allamericanasphalt.com> -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, February 25, 2014 1:01 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] closing out reminders on a ticket using a custom lifecycle On Tue, Feb 25, 2014 at 11:18:21AM -0800, Justin Killen wrote: > I have a custom lifecycle set up for code related issues (coding, pending_deployment, > user_testing, etc). I've got a reminder set (`check and close') on one of these tickets to > check back with the user and confirm a fix is functional before closing out the ticket, but > when I attempt to `check box to complete' the reminder, I get this error: > > Reminder 'check and close': You can't change status from 'open' to 'resolved'. > > Are the status' in the lifecycle tied to the reminders as well? What do I need to change in > the lifecycle to allow this to work? http://bestpractical.com/docs/rt/latest/RT_Config.html#reminder_on_open and reminder_on_resolve -kevin Is there a way to not have it change status at all? -Justin From falcone at bestpractical.com Tue Feb 25 17:17:29 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 25 Feb 2014 17:17:29 -0500 Subject: [rt-users] closing out reminders on a ticket using a custom lifecycle In-Reply-To: <55B5D66C43B57F44BC89CB4650FD32F8012C52A20323@MAL.sg1.allamericanasphalt.com> References: <55B5D66C43B57F44BC89CB4650FD32F8012C52A20285@MAL.sg1.allamericanasphalt.com> <20140225210113.GA3080@jibsheet.com> <55B5D66C43B57F44BC89CB4650FD32F8012C52A20323@MAL.sg1.allamericanasphalt.com> Message-ID: <20140225221729.GC3080@jibsheet.com> On Tue, Feb 25, 2014 at 01:54:43PM -0800, Justin Killen wrote: >>-----Original Message----- >>From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone >>Sent: Tuesday, February 25, 2014 1:01 PM >>To: rt-users at lists.bestpractical.com >>Subject: Re: [rt-users] closing out reminders on a ticket using a custom lifecycle >> >>On Tue, Feb 25, 2014 at 11:18:21AM -0800, Justin Killen wrote: >>> I have a custom lifecycle set up for code related issues (coding, pending_deployment, >>> user_testing, etc). I've got a reminder set (`check and close') on one of these tickets to >>> check back with the user and confirm a fix is functional before closing out the ticket, but >>> when I attempt to `check box to complete' the reminder, I get this error: >>> >>> Reminder 'check and close': You can't change status from 'open' to 'resolved'. >>> >>> Are the status' in the lifecycle tied to the reminders as well? What do I need to change in >>> the lifecycle to allow this to work? >> >>http://bestpractical.com/docs/rt/latest/RT_Config.html#reminder_on_open >> >>and reminder_on_resolve > > Is there a way to not have it change status at all? I'm struggling to see how that would work. Reminders need to be in one status when created and another when resolved. Otherwise we could never know whether or not to list the Reminder in the Reminders box, since we make that decision based on the status. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From jkillen at allamericanasphalt.com Tue Feb 25 17:47:05 2014 From: jkillen at allamericanasphalt.com (Justin Killen) Date: Tue, 25 Feb 2014 14:47:05 -0800 Subject: [rt-users] closing out reminders on a ticket using a custom lifecycle In-Reply-To: <20140225221729.GC3080@jibsheet.com> References: <55B5D66C43B57F44BC89CB4650FD32F8012C52A20285@MAL.sg1.allamericanasphalt.com> <20140225210113.GA3080@jibsheet.com> <55B5D66C43B57F44BC89CB4650FD32F8012C52A20323@MAL.sg1.allamericanasphalt.com> <20140225221729.GC3080@jibsheet.com> Message-ID: <55B5D66C43B57F44BC89CB4650FD32F8012C52A2035A@MAL.sg1.allamericanasphalt.com> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: Tuesday, February 25, 2014 2:17 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] closing out reminders on a ticket using a custom > lifecycle > > On Tue, Feb 25, 2014 at 01:54:43PM -0800, Justin Killen wrote: > >>-----Original Message----- > >>From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > >>Sent: Tuesday, February 25, 2014 1:01 PM > >>To: rt-users at lists.bestpractical.com > >>Subject: Re: [rt-users] closing out reminders on a ticket using a custom > lifecycle > >> > >>On Tue, Feb 25, 2014 at 11:18:21AM -0800, Justin Killen wrote: > >>> I have a custom lifecycle set up for code related issues (coding, > pending_deployment, > >>> user_testing, etc). I've got a reminder set (`check and close') on > one of these tickets to > >>> check back with the user and confirm a fix is functional before > closing out the ticket, but > >>> when I attempt to `check box to complete' the reminder, I get this > error: > >>> > >>> Reminder 'check and close': You can't change status from 'open' to > 'resolved'. > >>> > >>> Are the status' in the lifecycle tied to the reminders as well? > What do I need to change in > >>> the lifecycle to allow this to work? > >> > >>http://bestpractical.com/docs/rt/latest/RT_Config.html#reminder_on_open > >> > >>and reminder_on_resolve > > > > Is there a way to not have it change status at all? > > I'm struggling to see how that would work. Reminders need to be in > one status when created and another when resolved. Otherwise we could > never know whether or not to list the Reminder in the Reminders box, > since we make that decision based on the status. > > -kevin Perhaps I'm just mis-understanding this. When I read "reminder_on_resolve: When a reminder is resolved, the status will be changed to this value.", and it's a property of the lifecycle, I'm assuming that it's talking about the ticket status; I do not want the ticket status to change. >From your response, I gather that this is meant to mean that it will change the status of the reminder (not the ticket). If I am wrong here, please let me know. That being said, I've set states for the reminder_on_open and reminder_on_resolve default options, restarted apache, and I'm still receiving the same error when trying to close out a reminder: Reminder 'check and close': You can't change status from 'open' to 'resolved'. From sjjames37 at gmail.com Tue Feb 25 21:45:43 2014 From: sjjames37 at gmail.com (Steven1011) Date: Tue, 25 Feb 2014 18:45:43 -0800 (PST) Subject: [rt-users] Show total number of Saved Search tickets Message-ID: <1393382743436-56763.post@n7.nabble.com> Hi awesome people, I am attempting to insert the total number of saved search tickets into the 'Saved Searches' tab that appears in the 'RT at a Glance' page. I have included a screenshot of what I would like to achieve. This will allow our Management Team to quickly see the total number of tickets resolved/created without having to select the link (a useful feature I believe). If anyone can point me in the right direction that would be excellent (I am having difficulties locating the exact code that I should modify to alter the 'Saved Searches' table). Link to proposed result: http://i.imgur.com/rgIs4Ua.png -- View this message in context: http://requesttracker.8502.n7.nabble.com/Show-total-number-of-Saved-Search-tickets-tp56763.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From niraj.vara at gmail.com Wed Feb 26 01:41:27 2014 From: niraj.vara at gmail.com (niraj) Date: Tue, 25 Feb 2014 22:41:27 -0800 (PST) Subject: [rt-users] ticket searching problem In-Reply-To: <20140225162719.GB2963@jibsheet.com> References: <1393326431455-56749.post@n7.nabble.com> <20140225162719.GB2963@jibsheet.com> Message-ID: <1393396887071-56764.post@n7.nabble.com> Hi I am using the simple search. but today I tried with new search and I able to get the ticket log with queue. -- View this message in context: http://requesttracker.8502.n7.nabble.com/ticket-searching-problem-tp56749p56764.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From support at pureview.com Wed Feb 26 11:19:34 2014 From: support at pureview.com (Support) Date: Wed, 26 Feb 2014 11:19:34 -0500 Subject: [rt-users] articles RTFM WYSIWYG Message-ID: <530E1416.70708@pureview.com> Anyone, Any hints, direction, help, links anything trying to put a WYSIWYG to new create articles.. I will be appreciated if any one guide me to the right direccion rt 4.2.1 centos 6 Thank you, -David From alex at russian-cyprus.org Wed Feb 26 12:42:14 2014 From: alex at russian-cyprus.org (Alex Geo.) Date: Wed, 26 Feb 2014 18:42:14 +0100 Subject: [rt-users] rt 4.0.10 & RT-Extension-JSGantt v0.19 can not print color bars In-Reply-To: References: Message-ID: Can anyone point me to a direction where to look for an answer of my problem? We are using rt 4.0.10 & RT-Extension-JSGantt v0.19, am I the first one to hit such an issue with this RT extension? Regards, Alex ???????, 25 ??????? 2014 ?. ???????????? Alex Geo. ???????: > Dear all, > > We are having a strange issue. JSGantt works fine, but when it comes time > to print it on a paper or into a PDF - the color bars are not showing up. > > If I go though to the jsgantt webpage from the same PC, I am able to see > the color progress bars on the chart during printing (can submit > screenshots if needed). Tried on various PCs, tried from Chrome/FF/IE - > same result. > > There are no errors or debug messages in the apache log. > > Please help, thanks in advance. > > Kind regards, > Alex > -------------- next part -------------- An HTML attachment was scrubbed... URL: From simonw at simonwilcox.co.uk Wed Feb 26 14:37:27 2014 From: simonw at simonwilcox.co.uk (Simon Wilcox) Date: Wed, 26 Feb 2014 19:37:27 +0000 Subject: [rt-users] Problem with custom lifecycle Message-ID: <530E4277.4010002@simonwilcox.co.uk> Hi, I'm setting up a new lifecycle to manage our change request process and I'm seeing some odd behaviour which I'm sure is something obvious. The lifecycle is pasted below. The straight line path seems to work OK but whenever I try to transition from "assessed" to anything other than "authorised" I get an error that says I can't change from assessed to, say, assessment and the history indicates that it has indeed changed the status to authorised before attempting to change it to some other state. What am I doing wrong ? Many thanks, Simon. changerequest => { initial => [ 'new' ], active => [ 'assessment', 'assessed', 'authorised', 'implementation', 'review'], inactive => [ 'closed', 'rejected_by_cm', 'rejected_by_cab', 'deleted' ], defaults => { on_create => 'new', on_merge => 'closed', approved => 'authorised', denied => 'rejected_by_cm', reminder_on_open => 'assessment', reminder_on_resolve => 'review', }, transitions => { '' => [qw(new assessment)], # from => [ to list ], new => [qw(assessment assessed rejected_by_cm deleted)], assessment => [qw(assessed rejected_by_cm deleted)], assessed => [qw(authorised assessment rejected_by_cm rejected_by_cab)], authorised => [qw(implementation review)], implementation => [qw(review)], review => [qw(closed)], closed => [qw()], rejected_by_cm => [qw()], rejected_by_cab => [qw()], deleted => [qw()], }, rights => { '* -> deleted' => 'DeleteTicket', '* -> *' => 'ModifyTicket', }, actions => [ 'new -> assessment' => { label => 'Start Assessing', # loc update => 'Respond', }, 'new -> assessed' => { label => 'Ready for CAB', # loc update => 'Respond', }, 'new -> rejected_by_cm' => { label => 'Reject (CM)', # loc update => 'Respond', }, 'new -> deleted' => { label => 'Delete', # loc }, 'assessment -> assessed' => { label => 'Ready for CAB', # loc update => 'Respond', }, 'assessment -> rejected_by_cm' => { label => 'Reject (CM)', # loc update => 'Respond', }, 'assessed -> authorised' => { label => 'Authorise (CAB)', # loc update => 'Respond', }, 'assessed -> assessment' => { label => 'Return for Assessment', # loc update => 'Respond', }, 'assessed -> rejected_by_cm' => { label => 'Reject (CM)', # loc update => 'Respond', }, 'assessed -> rejected_by_cab' => { label => 'Reject (CAB)', # loc update => 'Respond', }, 'authorised -> implementation' => { label => 'Release to Implementation', # loc update => 'Respond', }, 'authorised -> review' => { label => 'Pass to Review', # loc update => 'Respond', }, 'implementation -> review' => { label => 'Pass to Review', # loc update => 'Respond', }, 'review -> closed' => { label => 'Close CR', # loc update => 'Comment', }, ], }, From simonw at simonwilcox.co.uk Wed Feb 26 17:50:23 2014 From: simonw at simonwilcox.co.uk (Simon Wilcox) Date: Wed, 26 Feb 2014 22:50:23 +0000 Subject: [rt-users] Problem with custom lifecycle In-Reply-To: <530E4277.4010002@simonwilcox.co.uk> References: <530E4277.4010002@simonwilcox.co.uk> Message-ID: <530E6FAF.5050603@simonwilcox.co.uk> I think I have found the culprit - there's a load of Global Scrips (probably hangovers from our original 3.x install, we're now on 4.2.2 via 4.0.8) and one of those is "On Correspond Open Tickets" - I think this is possibly running and getting confused as there's no Open state in this lifecycle. So new question - is there an easy way to migrate these 14 Global Scrips down to specific queues, or can I stop them running on a specific queue ? On 26/02/2014 19:37, Simon Wilcox wrote: > I'm setting up a new lifecycle to manage our change request process > and I'm seeing some odd behaviour which I'm sure is something obvious. From tbrumm at mac.com Thu Feb 27 02:13:27 2014 From: tbrumm at mac.com (Torsten Brumm) Date: Thu, 27 Feb 2014 08:13:27 +0100 Subject: [rt-users] Problem with custom lifecycle In-Reply-To: <530E6FAF.5050603@simonwilcox.co.uk> References: <530E4277.4010002@simonwilcox.co.uk> <530E6FAF.5050603@simonwilcox.co.uk> Message-ID: Try RT-Extension-QueueDeactivatedScrips. Search inside Github. Von meinem iPhone gesendet > Am 26.02.2014 um 23:50 schrieb Simon Wilcox : > > > I think I have found the culprit - there's a load of Global Scrips (probably hangovers from our original 3.x install, we're now on 4.2.2 via 4.0.8) and one of those is "On Correspond Open Tickets" - I think this is possibly running and getting confused as there's no Open state in this lifecycle. > > So new question - is there an easy way to migrate these 14 Global Scrips down to specific queues, or can I stop them running on a specific queue ? > >> On 26/02/2014 19:37, Simon Wilcox wrote: >> I'm setting up a new lifecycle to manage our change request process and I'm seeing some odd behaviour which I'm sure is something obvious. > > -- > RT Training London, March 19-20 and Dallas May 20-21 > http://bestpractical.com/training From simonw at simonwilcox.co.uk Thu Feb 27 03:55:46 2014 From: simonw at simonwilcox.co.uk (Simon Wilcox) Date: Thu, 27 Feb 2014 08:55:46 +0000 Subject: [rt-users] Problem with custom lifecycle In-Reply-To: References: <530E4277.4010002@simonwilcox.co.uk> <530E6FAF.5050603@simonwilcox.co.uk> Message-ID: <530EFD92.2090600@simonwilcox.co.uk> Hi, That looks promising but no indication that it works with 4.x. I'm not very familiar with RT's extension mechanisms, should I expect something targeting 3.x to work seamlessly on 4.x ? Simon. On 27/02/2014 07:13, Torsten Brumm wrote: > Try RT-Extension-QueueDeactivatedScrips. Search inside Github. From niraj.vara at gmail.com Thu Feb 27 04:23:17 2014 From: niraj.vara at gmail.com (niraj) Date: Thu, 27 Feb 2014 01:23:17 -0800 (PST) Subject: [rt-users] ticket logged in via e-mail Message-ID: <1393492997270-56771.post@n7.nabble.com> Hi For the logged the ticket we have to login into the RT system. I read one feature of RT that if anybody send a mail to RT it will automatically logged the ticket in the RT system. I would like to know how it possbile and Please guide for that solution. -- View this message in context: http://requesttracker.8502.n7.nabble.com/ticket-logged-in-via-e-mail-tp56771.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From mangialatorre at gmail.com Thu Feb 27 04:58:48 2014 From: mangialatorre at gmail.com (Andrea Zimmerli) Date: Thu, 27 Feb 2014 10:58:48 +0100 Subject: [rt-users] SLA Extension config problems while manipulating due date Message-ID: Hi, I'm using RT 3.8.17 and installed RT::Extension::SLA 0.07, currently testing it. When I set a ticket status to "Stalled" the due date gets unset, and this is what I want. However, when I set the ticket status back to "open", the due date is set back to the original value, it may correspond already to a past date. Do you know if there is a way to have the due date set automatically to a time in future, i.e. now+QueuePriority? I paste my current config. Any help/diection is appreciated. Andy %RT::ServiceAgreements = ( Default => '4h', QueueDefault => { 'a1-rt' => '1h', 'a2-rt' => '4h', 'z1-rt' => '1d', 'z2-rt' => '10d', }, Levels => { '1h' => { Response => { RealMinutes => 60*1 , IgnoreOnStatuses => ['stalled'] }, Resolve => { RealMinutes => 60*1 , IgnoreOnStatuses => ['stalled'] }, }, '4h' => { Response => { RealMinutes => 60*1 }, Resolve => { RealMinutes => 60*4 }, }, '1d' => { Response => { RealMinutes => 60*1 }, Resolve => { RealMinutes => 60*24 }, }, '10d' => { Response => { RealMinutes => 60*1 }, Resolve => { RealMinutes => 60*240 }, }, }, -------------- next part -------------- An HTML attachment was scrubbed... URL: From giles at coochey.net Thu Feb 27 04:59:00 2014 From: giles at coochey.net (Giles Coochey) Date: Thu, 27 Feb 2014 09:59:00 +0000 Subject: [rt-users] articles RTFM WYSIWYG In-Reply-To: <530E1416.70708@pureview.com> References: <530E1416.70708@pureview.com> Message-ID: <530F0C64.7020506@coochey.net> On 26/02/2014 16:19, Support wrote: > Anyone, > > Any hints, direction, help, links anything trying to put a WYSIWYG to > new create articles.. > > I will be appreciated if any one guide me to the right direccion > > rt 4.2.1 > centos 6 Hi David, Sorry I can't help you, but I would like to have this functionality as well!! rt 4.2.3 centos 6.5 -- Regards, Giles Coochey, CCNP, CCNA, CCNAS NetSecSpec Ltd +44 (0) 8444 780677 +44 (0) 7983 877438 http://www.coochey.net http://www.netsecspec.co.uk giles at coochey.net -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 6454 bytes Desc: S/MIME Cryptographic Signature URL: From tbrumm at mac.com Thu Feb 27 05:57:01 2014 From: tbrumm at mac.com (Torsten Brumm) Date: Thu, 27 Feb 2014 11:57:01 +0100 Subject: [rt-users] Problem with custom lifecycle In-Reply-To: <530EFD92.2090600@simonwilcox.co.uk> References: <530E4277.4010002@simonwilcox.co.uk> <530E6FAF.5050603@simonwilcox.co.uk> <530EFD92.2090600@simonwilcox.co.uk> Message-ID: <5FDB65DD-ADB0-4E6F-BE52-E4C71A016446@mac.com> Hi Simon, There is an updated version: https://github.com/dmsimard/RT-Extension-QueueDeactivatedScrips?source=c Von meinem iPhone gesendet > Am 27.02.2014 um 09:55 schrieb Simon Wilcox : > > Hi, > > That looks promising but no indication that it works with 4.x. > > I'm not very familiar with RT's extension mechanisms, should I expect something targeting 3.x to work seamlessly on 4.x ? > > Simon. > >> On 27/02/2014 07:13, Torsten Brumm wrote: >> Try RT-Extension-QueueDeactivatedScrips. Search inside Github. > > > -- > RT Training London, March 19-20 and Dallas May 20-21 > http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From guadagnino.cristiano at creval.it Thu Feb 27 06:04:22 2014 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Thu, 27 Feb 2014 11:04:22 +0000 Subject: [rt-users] articles RTFM WYSIWYG In-Reply-To: <530F0C64.7020506@coochey.net> References: <530E1416.70708@pureview.com> <530F0C64.7020506@coochey.net> Message-ID: <530F1BFE.5050705@creval.it> Giles Coochey ha scritto: > On 26/02/2014 16:19, Support wrote: >> Anyone, >> >> Any hints, direction, help, links anything trying to put a WYSIWYG to >> new create articles.. >> >> I will be appreciated if any one guide me to the right direccion >> >> rt 4.2.1 >> centos 6 > Hi David, > > Sorry I can't help you, but I would like to have this functionality as > well!! > > rt 4.2.3 > centos 6.5 > +1 From falcone at bestpractical.com Thu Feb 27 11:34:57 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 27 Feb 2014 11:34:57 -0500 Subject: [rt-users] Problem with custom lifecycle In-Reply-To: <5FDB65DD-ADB0-4E6F-BE52-E4C71A016446@mac.com> References: <530E4277.4010002@simonwilcox.co.uk> <530E6FAF.5050603@simonwilcox.co.uk> <530EFD92.2090600@simonwilcox.co.uk> <5FDB65DD-ADB0-4E6F-BE52-E4C71A016446@mac.com> Message-ID: <20140227163457.GD3080@jibsheet.com> On Thu, Feb 27, 2014 at 11:57:01AM +0100, Torsten Brumm wrote: > Hi Simon, > There is an updated version: > https://github.com/dmsimard/RT-Extension-QueueDeactivatedScrips?source=c All of the functionality of this extension should already be in core in 4.2, so I'm not sure of the relevance here. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From alexmv at bestpractical.com Thu Feb 27 15:22:41 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 27 Feb 2014 15:22:41 -0500 Subject: [rt-users] [rt-announce] Assets 1.0 released Message-ID: <1393532561.1737.1.camel@umgah.localdomain> Assets 1.0 -- 2014-02-27 ------------------------ We are very happy to announce the first version of RT::Extension::Assets, an asset tracking extension for RT 4.2.1 and above. The extension leverages RT's custom field architecture, making it a very flexible platform for tracking whatever type of asset data you need to record. It also comes with some roles and rights to allow you to assign assets and manage access permissions. http://download.bestpractical.com/pub/rt/release/RT-Extension-Assets-1.0.tar.gz http://download.bestpractical.com/pub/rt/release/RT-Extension-Assets-1.0.tar.gz.asc SHA1 sums 8a57147608d5fd70c2148b69ead439a20358ae7a RT-Extension-Assets-1.0.tar.gz c8b3e057ceef5f91069e8d4cfc4bf93cff036b41 RT-Extension-Assets-1.0.tar.gz.asc - Alex _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From falcone at bestpractical.com Thu Feb 27 16:24:54 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 27 Feb 2014 16:24:54 -0500 Subject: [rt-users] Problem with custom lifecycle In-Reply-To: <530E6FAF.5050603@simonwilcox.co.uk> <530E4277.4010002@simonwilcox.co.uk> Message-ID: <20140227212454.GF3080@jibsheet.com> On Wed, Feb 26, 2014 at 07:37:27PM +0000, Simon Wilcox wrote: > I'm setting up a new lifecycle to manage our change request process > and I'm seeing some odd behaviour which I'm sure is something > obvious. > > The lifecycle is pasted below. The straight line path seems to work > OK but whenever I try to transition from "assessed" to anything > other than "authorised" I get an error that says I can't change from > assessed to, say, assessment and the history indicates that it has Making a sample RT with your Config (wrapped in Set(%Lifecycles, yourconfig) and a queue with that Lifecycle, I can click on a ticket after creation and change the statuses from assessed to assessment without error. You'll need to provide more details about your eror. > I think I have found the culprit - there's a load of Global Scrips > (probably hangovers from our original 3.x install, we're now on > 4.2.2 via 4.0.8) and one of those is "On Correspond Open Tickets" - > I think this is possibly running and getting confused as there's no > Open state in this lifecycle. > > So new question - is there an easy way to migrate these 14 Global > Scrips down to specific queues, or can I stop them running on a > specific queue ? Click on Admin -> Scrips -> Scrip Name click on Applies To Unselect it globally, assign to relevant queues. Keep in mind that 'Open Tickets' in RT 4.2 doesn't use 'open', it moves it to the first active status, so your 'open' is leaking from somewhere else, presumably another scrip with more custom code. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Feb 27 16:53:10 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 27 Feb 2014 16:53:10 -0500 Subject: [rt-users] SLA Extension config problems while manipulating due date In-Reply-To: References: Message-ID: <20140227215310.GG3080@jibsheet.com> On Thu, Feb 27, 2014 at 10:58:48AM +0100, Andrea Zimmerli wrote: > Hi, > > I'm using RT 3.8.17 and installed RT::Extension::SLA 0.07, currently testing it. > When I set a ticket status to "Stalled" the due date gets unset, and this is what I want. > > However, when I set the ticket status back to "open", the due date is set back > to the original value, it may correspond already to a past date. > > Do you know if there is a way to have the due date set automatically > to a time in future, i.e. now+QueuePriority? > Response => { RealMinutes => 60*1 , IgnoreOnStatuses => ['stalled'] }, Looking at the docs for IgnoreOnStatuses, there's a NOTE that addresses what you want. https://metacpan.org/source/TSIBLEY/RT-Extension-SLA-0.07/README#L240 Unfortunately, the answer is no without further enhancement of the SLA extension. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Feb 27 16:54:52 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 27 Feb 2014 16:54:52 -0500 Subject: [rt-users] closing out reminders on a ticket using a custom lifecycle In-Reply-To: <55B5D66C43B57F44BC89CB4650FD32F8012C52A2035A@MAL.sg1.allamericanasphalt.com> References: <55B5D66C43B57F44BC89CB4650FD32F8012C52A20285@MAL.sg1.allamericanasphalt.com> <20140225210113.GA3080@jibsheet.com> <55B5D66C43B57F44BC89CB4650FD32F8012C52A20323@MAL.sg1.allamericanasphalt.com> <20140225221729.GC3080@jibsheet.com> <55B5D66C43B57F44BC89CB4650FD32F8012C52A2035A@MAL.sg1.allamericanasphalt.com> Message-ID: <20140227215452.GH3080@jibsheet.com> On Tue, Feb 25, 2014 at 02:47:05PM -0800, Justin Killen wrote: > > Perhaps I'm just mis-understanding this. When I read > "reminder_on_resolve: When a reminder is resolved, the status will be > changed to this value.", and it's a property of the lifecycle, I'm > assuming that it's talking about the ticket status; I do not want the > ticket status to change. Reminders are tickets. You're telling the lifecycle what status to set the status of the reminder to. It's possible that piece could be clearer, it was added to address issues exactly like yours. > From your response, I gather that this is meant to mean that it will change the status of the reminder (not the ticket). If I am wrong here, please let me know. > > That being said, I've set states for the reminder_on_open and reminder_on_resolve default options, restarted apache, and I'm still receiving the same error when trying to close out a reminder: > > Reminder 'check and close': You can't change status from 'open' to 'resolved'. If you've changed the config from resolved, I find it hard to understand why RT would still try to resolve. Please show a simple up-to-date lifecycle configuration and provide replication steps to see the problem so others can test. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Feb 27 16:56:57 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 27 Feb 2014 16:56:57 -0500 Subject: [rt-users] Show total number of Saved Search tickets In-Reply-To: <1393382743436-56763.post@n7.nabble.com> References: <1393382743436-56763.post@n7.nabble.com> Message-ID: <20140227215657.GI3080@jibsheet.com> On Tue, Feb 25, 2014 at 06:45:43PM -0800, Steven1011 wrote: > Hi awesome people, > > I am attempting to insert the total number of saved search tickets into the > 'Saved Searches' tab that appears in the 'RT at a Glance' page. I have > included a screenshot of what I would like to achieve. > > This will allow our Management Team to quickly see the total number of > tickets resolved/created without having to select the link (a useful feature > I believe). > > If anyone can point me in the right direction that would be excellent (I am > having difficulties locating the exact code that I should modify to alter > the 'Saved Searches' table). While useful, this would also likely be hugely impactful on front page load (think about someone like me who has 30+ saved searches in that portlet). Looking at the code, executing that search would be... interesting (there's no real support for what you want to do). You may find that for your bosses, building a series of saved charts and turning off the graphic and just having the table show and putting those on a dasboard (or their homepage) will show the results well enough to solve your problems. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From emil at wican.no Thu Feb 27 17:40:17 2014 From: emil at wican.no (=?iso-8859-1?Q?Emil_St=F8a?=) Date: Thu, 27 Feb 2014 22:40:17 +0000 Subject: [rt-users] Question about Article searches Message-ID: Hi! This may be a dumb question, but i am honestly exhausted trying to figure this out. In my Articles I have set up a field for content, where most of the interesting stuff is written down. The quick search field up to the right when you're browsing articles, it searches title and description but not these custom fields. Can I add my fields to this quick search? I have been using RT for a long time, but this is one thing that's bugged me. And I've been doing all the research I can think of to shed some light on this, but it doesn't seem to be something most users are conserned with? Emil -------------- next part -------------- An HTML attachment was scrubbed... URL: From emil at wican.no Thu Feb 27 17:47:37 2014 From: emil at wican.no (=?iso-8859-1?Q?Emil_St=F8a?=) Date: Thu, 27 Feb 2014 22:47:37 +0000 Subject: [rt-users] Question about Article searches In-Reply-To: References: Message-ID: Oh, and in keeping with best pratices i should ofcourse tell you something about my environment. Totally forgot, sorry :) I've been using v3 for a long time, and I'm currently trying out 4.0.2 and that's why I'm looking into this again. I've found Googleish from 2008, is this the right track to get wikifield-quicksearch going? Emil Hi! This may be a dumb question, but i am honestly exhausted trying to figure this out. In my Articles I have set up a field for content, where most of the interesting stuff is written down. The quick search field up to the right when you're browsing articles, it searches title and description but not these custom fields. Can I add my fields to this quick search? I have been using RT for a long time, but this is one thing that's bugged me. And I've been doing all the research I can think of to shed some light on this, but it doesn't seem to be something most users are conserned with? Emil -------------- next part -------------- An HTML attachment was scrubbed... URL: From simonw at simonwilcox.co.uk Thu Feb 27 19:07:18 2014 From: simonw at simonwilcox.co.uk (Simon Wilcox) Date: Fri, 28 Feb 2014 00:07:18 +0000 Subject: [rt-users] Problem with custom lifecycle In-Reply-To: <20140227212454.GF3080@jibsheet.com> References: <20140227212454.GF3080@jibsheet.com> Message-ID: <530FD336.5050708@simonwilcox.co.uk> On 27/02/2014 21:24, Kevin Falcone wrote: >> Keep in mind that 'Open Tickets' in RT 4.2 doesn't use 'open', it >> moves it to the first active status, so your 'open' is leaking from >> somewhere else, presumably another scrip with more custom code. >> Yes - we appear to have a Global Scrip (On Correspond Open Tickets) that re-opens the ticket exactly as you describe (authorised is the first active status in the transition list for assessed, n.b. not the first in the active list[1]) I think I need to move all the Scrips from Global to Queue based and then allocate them out to each queue individually. I can't seem to find a facility to turn a Global Scrip off on a per-queue basis. Simon. [1] Extract from previous: changerequest => { initial => [ 'new' ], active => [ 'assessment', 'assessed', 'authorised', 'implementation', 'review'], inactive => [ 'closed', 'rejected_by_cm', 'rejected_by_cab', 'deleted' ], transitions => { '' => [qw(new assessment)], # from => [ to list ], new => [qw(assessment assessed rejected_by_cm deleted)], assessment => [qw(assessed rejected_by_cm deleted)], assessed => [qw(authorised assessment rejected_by_cm rejected_by_cab)], authorised => [qw(implementation review)], From falcone at bestpractical.com Thu Feb 27 21:34:14 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 27 Feb 2014 21:34:14 -0500 Subject: [rt-users] Problem with custom lifecycle In-Reply-To: <530FD336.5050708@simonwilcox.co.uk> References: <20140227212454.GF3080@jibsheet.com> <530FD336.5050708@simonwilcox.co.uk> Message-ID: <20140228023414.GJ3080@jibsheet.com> On Fri, Feb 28, 2014 at 12:07:18AM +0000, Simon Wilcox wrote: > On 27/02/2014 21:24, Kevin Falcone wrote: > >>Keep in mind that 'Open Tickets' in RT 4.2 doesn't use 'open', it > >>moves it to the first active status, so your 'open' is leaking from > >>somewhere else, presumably another scrip with more custom code. > >> > > Yes - we appear to have a Global Scrip (On Correspond Open Tickets) > that re-opens the ticket exactly as you describe (authorised is the > first active status in the transition list for assessed, n.b. not > the first in the active list[1]) You can read the documentation for that Scrip Action to understand how it works. http://bestpractical.com/docs/rt/latest/RT/Action/AutoOpen.html > I think I need to move all the Scrips from Global to Queue based and > then allocate them out to each queue individually. > > I can't seem to find a facility to turn a Global Scrip off on a > per-queue basis. You must have missed this in my previous email. Click on Admin -> Scrips -> Scrip Name click on Applies To Unselect it globally, assign to relevant queues. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From takase at axlbit.net Thu Feb 27 21:55:22 2014 From: takase at axlbit.net (Hajime Takase) Date: Fri, 28 Feb 2014 11:55:22 +0900 Subject: [rt-users] Is this a bug? On subject change. Message-ID: Hi, When I change the 'subject' of ticket on correspondence,new ticket is created or the message goes to the different ticket even there was no authority to create or reply in that queue. Example; [support #100]aaaaa to bbbbbb became new ticket 'bbbbbb' on support queue [support #100]aaaaa to [support #50]aaaaa is added to the ticket on which its id is 50 [support #100]aaaaa to [support #100]bbbbbb doesn't cause problem. Does Request Tracker recognize consistency of ticket from it "ticket id" on subject?Not header or something? Can I not show the ticket id from the user,without digging to the source code? Hajime -------------- next part -------------- An HTML attachment was scrubbed... URL: From takase at axlbit.net Thu Feb 27 22:03:57 2014 From: takase at axlbit.net (Hajime Takase) Date: Fri, 28 Feb 2014 12:03:57 +0900 Subject: [rt-users] Is it possible to delete 'reply' button? Message-ID: Hi, Is it possible to not show 'reply' button when the $TransactionObj->Type is 'Comment'? When mistakenly push 'reply' on Comment, every previous comments are added on default 'reply' page which could cause some severe problem. Hajime -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: delete-reply-when-comment.png Type: image/png Size: 10013 bytes Desc: not available URL: From sjjames37 at gmail.com Fri Feb 28 00:57:42 2014 From: sjjames37 at gmail.com (Steven1011) Date: Thu, 27 Feb 2014 21:57:42 -0800 (PST) Subject: [rt-users] Show total number of Saved Search tickets In-Reply-To: <1393382743436-56763.post@n7.nabble.com> References: <1393382743436-56763.post@n7.nabble.com> Message-ID: <1393567062011-56790.post@n7.nabble.com> Thanks for that! I done what you suggested. I removed the charts (by selecting 'Pie' chart and making it 1 px which removed the chart). Looks even better now. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Show-total-number-of-Saved-Search-tickets-tp56763p56790.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From pablo.fernandez at cscs.ch Fri Feb 28 03:36:24 2014 From: pablo.fernandez at cscs.ch (Pablo Fernandez) Date: Fri, 28 Feb 2014 09:36:24 +0100 Subject: [rt-users] SLA Extension config problems while manipulating due date In-Reply-To: <20140227215310.GG3080@jibsheet.com> References: <20140227215310.GG3080@jibsheet.com> Message-ID: <53104A88.3070002@cscs.ch> Hi, On a similar note, I was trying to understand where is this limitation coming from, and had a dive into the source code, in the hope for an easy patch. I found out where is the SLA field (re-)set, in the RT-Extension-SLA/lib/RT/Action/SLA_SetDue.pm file: sub Commit { my $self = shift; my $ticket = $self->TicketObj; my $txn = $self->TransactionObj; my $level = $ticket->FirstCustomFieldValue('SLA'); my ($last_reply, $is_requestor) = $self->LastEffectiveAct; $RT::Logger->debug( 'Last effective '. ($is_requestor? '':'non-') .'requestors\' reply' .' to ticket #'. $ticket->id .' is txn #'. $last_reply->id ); my $response_due = $self->Due( Ticket => $ticket, Level => $level, Type => $is_requestor? 'Response': 'KeepInLoop', Time => $last_reply->CreatedObj->Unix, ); my $resolve_due = $self->Due( Ticket => $ticket, Level => $level, Type => 'Resolve', Time => $ticket->CreatedObj->Unix, ); my $due; $due = $response_due if defined $response_due; $due = $resolve_due unless defined $due; $due = $resolve_due if defined $due && defined $resolve_due && $resolve_due < $due; return $self->SetDateField( Due => $due ); } The Reponse type is nice and dynamic... but the Resolve type is very static: either the ticket original due date, or nothing. It would be ideal to make it $ticket->CreatedObj->Unix + TIME_SPENT_IN_IGNORED_STATES. Is there a way we can query how much time did a ticket spend in one state? (this is probably a question for the rt-devel list, I will subscribe if needed) Thanks!! BR/Pablo On 02/27/2014 10:53 PM, Kevin Falcone wrote: > On Thu, Feb 27, 2014 at 10:58:48AM +0100, Andrea Zimmerli wrote: >> Hi, >> >> I'm using RT 3.8.17 and installed RT::Extension::SLA 0.07, currently testing it. >> When I set a ticket status to "Stalled" the due date gets unset, and this is what I want. >> >> However, when I set the ticket status back to "open", the due date is set back >> to the original value, it may correspond already to a past date. >> >> Do you know if there is a way to have the due date set automatically >> to a time in future, i.e. now+QueuePriority? >> Response => { RealMinutes => 60*1 , IgnoreOnStatuses => ['stalled'] }, > Looking at the docs for IgnoreOnStatuses, there's a NOTE that > addresses what you want. > > https://metacpan.org/source/TSIBLEY/RT-Extension-SLA-0.07/README#L240 > > Unfortunately, the answer is no without further enhancement of the SLA > extension. > > -kevin > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From simonw at simonwilcox.co.uk Fri Feb 28 03:48:30 2014 From: simonw at simonwilcox.co.uk (Simon Wilcox) Date: Fri, 28 Feb 2014 08:48:30 +0000 Subject: [rt-users] Problem with custom lifecycle In-Reply-To: <20140228023414.GJ3080@jibsheet.com> References: <20140227212454.GF3080@jibsheet.com> <530FD336.5050708@simonwilcox.co.uk> <20140228023414.GJ3080@jibsheet.com> Message-ID: <53104D5E.7060607@simonwilcox.co.uk> On 28/02/2014 02:34, Kevin Falcone wrote: > On Fri, Feb 28, 2014 at 12:07:18AM +0000, Simon Wilcox wrote: >> On 27/02/2014 21:24, Kevin Falcone wrote: >>>> Keep in mind that 'Open Tickets' in RT 4.2 doesn't use 'open', it >>>> moves it to the first active status, so your 'open' is leaking from >>>> somewhere else, presumably another scrip with more custom code. >>>> >> Yes - we appear to have a Global Scrip (On Correspond Open Tickets) >> that re-opens the ticket exactly as you describe (authorised is the >> first active status in the transition list for assessed, n.b. not >> the first in the active list[1]) > You can read the documentation for that Scrip Action to understand how > it works. > > http://bestpractical.com/docs/rt/latest/RT/Action/AutoOpen.html Many thanks - I'll read up on that. >> I think I need to move all the Scrips from Global to Queue based and >> then allocate them out to each queue individually. >> >> I can't seem to find a facility to turn a Global Scrip off on a >> per-queue basis. > You must have missed this in my previous email. > > Click on Admin -> Scrips -> Scrip Name > click on Applies To > Unselect it globally, assign to relevant queues. > No, I didn't miss it but that's not the same thing although it achieves the same end effect. I understand that this is the correct way to do what I want and I'll be implementing it this way today. I have a much better idea of how these things work now, thank you for your advice :-) Simon. From alberto.garcia_perez at alcatel-lucent.com Fri Feb 28 03:49:10 2014 From: alberto.garcia_perez at alcatel-lucent.com (GARCIA PEREZ, Alberto (Alberto)** CTR **) Date: Fri, 28 Feb 2014 08:49:10 +0000 Subject: [rt-users] Bad URL formation after search a ticket Message-ID: <777C32BDBE4DEF41BE999E697FBDBD94047D1E@FR711WXCHMBA04.zeu.alcatel-lucent.com> Hi, I have just upgrade de RT from 3.6.6 to 4.0.4 I have an issue with a bad formation in the URL when I search for some tickets. To reproduce the issue, I search a ticket or use the quick search. Then I click on the ticket title and I can't go into the ticket. My correct URL is: http://159.23.30.240/rt/Ticket/Display.html?id=3638 But it shows: http://159.23.30.240/Ticket/Display.html?id=3638 Do you know where is the problem? Thanks and Regards Alberto Garc?a P?rez alberto.garcia_perez at alcatel-lucent.com UCM TEAM -------------- next part -------------- An HTML attachment was scrubbed... URL: From pablo.fernandez at cscs.ch Fri Feb 28 05:58:27 2014 From: pablo.fernandez at cscs.ch (Pablo Fernandez) Date: Fri, 28 Feb 2014 11:58:27 +0100 Subject: [rt-users] Action to delay the Due Date Message-ID: <53106BD3.1000007@cscs.ch> Dear folks, I was wondering... is there a way I can delay (a fixed amount of time) the Due Date on all tickets that match some criteria (like being in stalled state)? I was thinking of using rt-crontool for that task as a sort of way to "park" tickets (a cron job that runs every hour and delays 1 hour all stalled tickets). Thanks! BR/Pablo From marko.cupac at mimar.rs Fri Feb 28 08:02:58 2014 From: marko.cupac at mimar.rs (Marko =?UTF-8?B?Q3VwYcSH?=) Date: Fri, 28 Feb 2014 14:02:58 +0100 Subject: [rt-users] occasional LDAP_INVALID_CREDENTIALS 49 Message-ID: <20140228140258.56a8dba4b007c15898fad1d9@mimar.rs> Hi, Every now and then I can't log into rt, and I see the following critical error: [3824] [Fri Feb 28 12:54:02 2014] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_INVALID_CREDENTIALS 49 (/usr/local/share/rt42/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:632) [3824] [Fri Feb 28 12:54:02 2014] [error]: FAILED LOGIN for pacija from 10.20.4.64 (/usr/local/lib/perl5/site_perl/5.16/RT/Interface/Web.pm:814) After some time the problem misteriously disappears the same way it appeared. What could be the problem? -- Marko Cupa? From support at pureview.com Fri Feb 28 08:33:21 2014 From: support at pureview.com (Support) Date: Fri, 28 Feb 2014 08:33:21 -0500 Subject: [rt-users] articles RTFM WYSIWYG In-Reply-To: <530F1BFE.5050705@creval.it> References: <530E1416.70708@pureview.com> <530F0C64.7020506@coochey.net> <530F1BFE.5050705@creval.it> Message-ID: <53109021.7090302@pureview.com> Kevin, Any feedback on RTFM WYSIWYG? I'll really appreciated any help on this add ons. Thank you, -David On 2/27/2014 6:04 AM, Guadagnino Cristiano wrote: > Giles Coochey ha scritto: >> On 26/02/2014 16:19, Support wrote: >>> Anyone, >>> >>> Any hints, direction, help, links anything trying to put a WYSIWYG to >>> new create articles.. >>> >>> I will be appreciated if any one guide me to the right direccion >>> >>> rt 4.2.1 >>> centos 6 >> Hi David, >> >> Sorry I can't help you, but I would like to have this functionality as >> well!! >> >> rt 4.2.3 >> centos 6.5 >> > +1 From reg.bestpractical at posterus.com Fri Feb 28 12:44:44 2014 From: reg.bestpractical at posterus.com (Maciej Dobrzanski) Date: Fri, 28 Feb 2014 17:44:44 +0000 Subject: [rt-users] Is it possible to delete 'reply' button? In-Reply-To: Message-ID: Hajime, > Is it possible to not show 'reply' button when the $TransactionObj->Type is 'Comment'? Of course it is possible. In 4.0 you can use ModifyCommand callback from /Ticket/Elements/ShowTransaction to modify the list of transaction actions. In this callback you will be able to remove the 'Reply' link using a regular expression, for example: <%INIT> return unless $TransactionObj->Type eq 'Comment'; $$titlebar_cmd =~ s/\[.*?Action=Respond.*?\]//; <%ARGS> $TransactionObj => undef $titlebar_cmd => undef This won't work with 4.2 though, because ModifyCommand has been removed and ShowTransaction changed location. You will have to use Default callback from /Elements/ShowTransaction instead. The callback provides access to @Actions - an array of hashes representing various actions. Removing the link will be a matter of looping over the array and removing the right element (e.g. where class field will be equal to 'reply-link'). Maciek From ram0502 at gmail.com Fri Feb 28 15:32:48 2014 From: ram0502 at gmail.com (Ram) Date: Fri, 28 Feb 2014 12:32:48 -0800 Subject: [rt-users] Rights for Linking Ticket Message-ID: Hey folks, Using RT 4.0.2. I have a queue most of our staff is authorized to view/view summaries/comment/reply/modify/... and another queue that most staff can create tickets in and , as requestors, can view their own tickets and add replies but they don't have more general capabilities. The situation has come up where I want to enable regular staff to link (RefersTo) tickets in the queue they normally work on to the queue that they are only ever requestors of. What is the appropriate Right to grant and where? This is what we have put another way: queue 1: all group 'staff' have full user and staff rights queue 2: all group 'staff' can can create tickets and modify their own ticket. I want folks in group 'staff' to be able to link a ticket in queue1 to a ticket in queue2. thanks ram -------------- next part -------------- An HTML attachment was scrubbed... URL: From tim at marchex.com Fri Feb 28 15:46:33 2014 From: tim at marchex.com (Tim Wiley) Date: Fri, 28 Feb 2014 12:46:33 -0800 Subject: [rt-users] Rights for Linking Ticket In-Reply-To: References: Message-ID: <5310F5A9.4060201@marchex.com> On 02/28/2014 12:32 PM, Ram wrote: > Hey folks, > Using RT 4.0.2. > I have a queue most of our staff is authorized to view/view > summaries/comment/reply/modify/... and another queue that most staff can > create tickets in and , as requestors, can view their own tickets and > add replies but they don't have more general capabilities. > > The situation has come up where I want to enable regular staff to link > (RefersTo) tickets in the queue they normally work on to the queue that > they are only ever requestors of. What is the appropriate Right to grant > and where? > > This is what we have put another way: > queue 1: all group 'staff' have full user and staff rights > queue 2: all group 'staff' can can create tickets and modify their own > ticket. > I want folks in group 'staff' to be able to link a ticket in queue1 to a > ticket in queue2. > > thanks > ram The best way to do this is to change $StrictLinkACL in RT_SiteConfig.pm http://www.bestpractical.com/docs/rt/4.0/RT_Config.html#StrictLinkACL That way you don't have to grant the requestors ModifyTicket. From jkillen at allamericanasphalt.com Fri Feb 28 18:55:18 2014 From: jkillen at allamericanasphalt.com (Justin Killen) Date: Fri, 28 Feb 2014 15:55:18 -0800 Subject: [rt-users] closing out reminders on a ticket using a custom lifecycle In-Reply-To: <20140227215452.GH3080@jibsheet.com> References: <55B5D66C43B57F44BC89CB4650FD32F8012C52A20285@MAL.sg1.allamericanasphalt.com> <20140225210113.GA3080@jibsheet.com> <55B5D66C43B57F44BC89CB4650FD32F8012C52A20323@MAL.sg1.allamericanasphalt.com> <20140225221729.GC3080@jibsheet.com> <55B5D66C43B57F44BC89CB4650FD32F8012C52A2035A@MAL.sg1.allamericanasphalt.com> <20140227215452.GH3080@jibsheet.com> Message-ID: <55B5D66C43B57F44BC89CB4650FD32F8012C52AC0C92@MAL.sg1.allamericanasphalt.com> I think I've got it figured out. In the new lifecycle, I don't have a transition from open->resolved. Once I added that in, we were able to start closing out reminders. Thanks for the help, and for the clarification. -Justin > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: Thursday, February 27, 2014 1:55 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] closing out reminders on a ticket using a custom > lifecycle > > On Tue, Feb 25, 2014 at 02:47:05PM -0800, Justin Killen wrote: > > > > Perhaps I'm just mis-understanding this. When I read > > "reminder_on_resolve: When a reminder is resolved, the status will be > > changed to this value.", and it's a property of the lifecycle, I'm > > assuming that it's talking about the ticket status; I do not want the > > ticket status to change. > > Reminders are tickets. > You're telling the lifecycle what status to set the status of the > reminder to. It's possible that piece could be clearer, it was added > to address issues exactly like yours. > > > From your response, I gather that this is meant to mean that it will > change the status of the reminder (not the ticket). If I am wrong here, > please let me know. > > > > That being said, I've set states for the reminder_on_open and > reminder_on_resolve default options, restarted apache, and I'm still > receiving the same error when trying to close out a reminder: > > > > Reminder 'check and close': You can't change status from 'open' to > 'resolved'. > > If you've changed the config from resolved, I find it hard to understand > why > RT would still try to resolve. > > Please show a simple up-to-date lifecycle configuration and provide > replication steps to see the problem so others can test. > > -kevin