From vladimir.nikolic at amis.net Thu Jan 2 06:09:56 2014 From: vladimir.nikolic at amis.net (Vladimir Nikolic) Date: Thu, 02 Jan 2014 12:09:56 +0100 Subject: [rt-users] RT 4.2.1 rich text display Message-ID: <52C54904.7050408@amis.net> Hi, we have an issue with URLs display, after upgrading to 4.2.1. Problem is that & in URLs are translated to & which brokes the links: http://example.com/?page=test&id=1234 is displayed as: http://example.com/?page=test&id=1234 Plain text shows it ok. Regards, Vladimir From guadagnino.cristiano at creval.it Thu Jan 2 11:18:57 2014 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Thu, 2 Jan 2014 16:18:57 +0000 Subject: [rt-users] Problems in templates in Rt 4.2.1 Message-ID: <52C59187.1010402@creval.it> This message is related to my previous thread titled "HTML templates in RT 4.2.1". I changed the subject because I think the problem is unfortunately deeper than I thought at first. Even with our much-simplified template (attached), we sometimes have stack dumps in the RT log, related to template parsing. Sometimes the stack dump starts with "[error]: Template parsing error: ...", and this usually does not prevent RT from sending out the email. Other times the stack dump starts with: "[error]: Scrip Preapre nn died. ..." and this does prevent RT from sending out the email. I have been unable to track down the offending elements. Every case seems different. I am somehow convinced it can be tracked down to changes in the way RT shreds HTML, but I have no proof till now. Here are a couple of stack dumps: --------------------------------------------------------- [14911] [Thu Jan 2 10:25:43 2014] [error]: Template parsing error: Can't call method "content" on an undefined value at /usr/local/share/perl5/HTML/FormatText/W ithLinks/AndTables.pm line 217. Stack: [/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:217] [/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:101] [/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:83] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1777] [/opt/rt4/sbin/../lib/RT/Transaction.pm:348] [template:14] [/opt/rt4/sbin/../lib/RT/Template.pm:551] [/opt/rt4/sbin/../lib/RT/Template.pm:507] [/opt/rt4/sbin/../lib/RT/Template.pm:435] [/opt/rt4/sbin/../lib/RT/Template.pm:415] [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:139] [/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69] [/opt/rt4/sbin/../lib/RT/ScripAction.pm:222] [/opt/rt4/sbin/../lib/RT/Scrip.pm:561] [/opt/rt4/sbin/../lib/RT/Scrips.pm:358] [/opt/rt4/sbin/../lib/RT/Transaction.pm:189] [/opt/rt4/sbin/../lib/RT/Record.pm:1626] [/opt/rt4/sbin/../lib/RT/Ticket.pm:533] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1415] [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt4/sbin/../lib/RT/Template.pm:546) --------------------------------------------------------- [22792] [Thu Jan 2 15:29:03 2014] [error]: Scrip Prepare 10 died. - Can't call method "content" on an undefined value at /usr/local/share/perl5/HTML/FormatText/ WithLinks/AndTables.pm line 217. Stack: [/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:217] [/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:101] [/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:83] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1777] [/opt/rt4/sbin/../lib/RT/Template.pm:666] [/opt/rt4/sbin/../lib/RT/Template.pm:421] [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:139] [/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69] [/opt/rt4/sbin/../lib/RT/ScripAction.pm:222] [/opt/rt4/sbin/../lib/RT/Scrip.pm:561] [/opt/rt4/sbin/../lib/RT/Scrips.pm:358] [/opt/rt4/sbin/../lib/RT/Scrips.pm:291] [/opt/rt4/sbin/../lib/RT/Ticket.pm:2555] [/opt/rt4/sbin/../lib/RT/Ticket.pm:2526] [/opt/rt4/sbin/../lib/RT/Ticket.pm:2596] [/usr/local/share/perl5/HTML/Mason/Request.pm:1295] [/opt/rt4/share/html/Ticket/autohandler:66] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Scrip.pm:564) --------------------------------------------------------- Anybody seeing this? Bye Cris -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: simple_resolved_template.txt URL: From alexmv at bestpractical.com Thu Jan 2 13:52:57 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 02 Jan 2014 13:52:57 -0500 Subject: [rt-users] Problems in templates in Rt 4.2.1 In-Reply-To: <52C59187.1010402@creval.it> References: <52C59187.1010402@creval.it> Message-ID: <1388688777.28675.21.camel@umgah.localdomain> On Thu, 2014-01-02 at 16:18 +0000, Guadagnino Cristiano wrote: > This message is related to my previous thread titled "HTML templates > in RT 4.2.1". This is a known bug in 4.2.1, relating to how RT attempts to generate a plain-text version of HTML templates. A fix will be in 4.2.2 which will ensure that mail is always sent out, even if it lacks a text/plain part due to failure of the HTML->text conversion. - Alex From alexmv at bestpractical.com Thu Jan 2 14:00:38 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 02 Jan 2014 14:00:38 -0500 Subject: [rt-users] RT 4.2.1 In-Reply-To: References: Message-ID: <1388689238.28675.24.camel@umgah.localdomain> On Sun, 2013-12-29 at 21:48 +0100, Nick Price wrote: > ScriptAlias /rt /opt/rt4/sbin/rt-server.fcgi You are missing: 1. A trailing slash on rt-server.fcgi/ 2. The FastCgiServer directive. Please give http://docs.bestpractical.com/web_deployment a complete read. - Alex From jesse at tummy.com Thu Jan 2 15:56:36 2014 From: jesse at tummy.com (Jesse Griffin) Date: Thu, 02 Jan 2014 13:56:36 -0700 Subject: [rt-users] RT CLI Ticket Display Issue Message-ID: <52C5D284.4020202@tummy.com> Hello, I think this error is related to the HTML -> plain text bug in 4.2.1, but I'm hoping to find a pointer to a patch (or git commit) so that I can fix my setup. When trying to display some tickets via the command line interface, I get the following: $ rt show 19503 ... Can't call method "content" on an undefined value at /usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm line 217. Stack: [/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:217] [/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:101] [/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:83] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1777] [/opt/rt4/sbin/../lib/RT/Transaction.pm:348] [/opt/rt4/share/html/REST/1.0/Forms/ticket/history:135] [/opt/rt4/share/html/REST/1.0/dhandler:285] [/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] The ticket in question is an HTML email that doesn't show up in the web interface because the message body is too large. If I click the Download button to see the message body it loads fine in my browser. In the messages log on the server, I see: Jan 2 13:53:29 rt RT: [13695] Use of uninitialized value $_ in concatenation (.) or string at /usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm line 211. If this has been fixed in the git tree, I'd love a pointer at where the fix is, I can't seem to find it in the places I would expect. -- Thank you, Jesse Griffin tummy.com, ltd. From ram0502 at gmail.com Thu Jan 2 16:33:03 2014 From: ram0502 at gmail.com (Ram) Date: Thu, 2 Jan 2014 13:33:03 -0800 Subject: [rt-users] Searching For Tickets Without Reminders Message-ID: Hey there, We handle a bunch of tickets and one of the ways we help our support staff not drop the ball is by putting a saved search on the support Dashboard that shows 'my stagnant tickets' [LastUpdated < '12 days ago' AND Owner.id = '__CurrentUser__' AND ( Status = 'open' OR Status = 'new' )]. We have a class of requests that require us to take an action which may take a few weeks; in these cases the support folks set a reminder for e.g. 3 weeks. We don't to close these tickets b/c they are still being serviced and should show up in the various reports that check for ticket status. OTOH these aren't stagnant tickets in the sense that they are correctly on hold for a few weeks. One of the users asked if we can modify the 'my stagnant tickets' search to omit tickets that have an open reminder set. This seems like a reasonable approach. Anyone know how to do this using RT Ticket Searches? thanks ram -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Thu Jan 2 16:41:12 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 02 Jan 2014 16:41:12 -0500 Subject: [rt-users] RT CLI Ticket Display Issue In-Reply-To: <52C5D284.4020202@tummy.com> References: <52C5D284.4020202@tummy.com> Message-ID: <1388698872.25761.6.camel@umgah.localdomain> On Thu, 2014-01-02 at 13:56 -0700, Jesse Griffin wrote: > I think this error is related to the HTML -> plain text bug in 4.2.1, but I'm > hoping to find a pointer to a patch (or git commit) so that I can fix my setup. https://github.com/bestpractical/rt/commit/8807f0d0.patch - Alex From rbessey at wwchhs.org Thu Jan 2 17:59:17 2014 From: rbessey at wwchhs.org (Richard Bessey) Date: Thu, 2 Jan 2014 22:59:17 +0000 Subject: [rt-users] Time zone troubles Message-ID: All, I was hopeful to get some pointers. I have RT installed and running on a Centos box. All is well and everything is working smoothly. Only one problem, if you look at the attachment the timestamp for the message in RT and the timestamp for the e-mail is differn't. I have my RT set for the America/Los_Angeles time zone, yet if you look at the attached screen shot, you will see its using both UTC and PST times. Is there a way to correct this so they both show the correct date and time for my timezone? Thoughts? Here is my setup: RT 4.0.6 Mysql 5.1.61 CentOS release 6.3 Regards, Richard Bessey -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: screen_shot2.JPG Type: image/jpeg Size: 32080 bytes Desc: screen_shot2.JPG URL: From guadagnino.cristiano at creval.it Fri Jan 3 01:58:54 2014 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Fri, 3 Jan 2014 06:58:54 +0000 Subject: [rt-users] Problems in templates in Rt 4.2.1 In-Reply-To: <1388688777.28675.21.camel@umgah.localdomain> References: <52C59187.1010402@creval.it> <1388688777.28675.21.camel@umgah.localdomain> Message-ID: <52C65FE1.6020002@creval.it> Alex Vandiver ha scritto: > On Thu, 2014-01-02 at 16:18 +0000, Guadagnino Cristiano wrote: >> This message is related to my previous thread titled "HTML templates >> in RT 4.2.1". > This is a known bug in 4.2.1, relating to how RT attempts to generate a > plain-text version of HTML templates. A fix will be in 4.2.2 which will > ensure that mail is always sent out, even if it lacks a text/plain part > due to failure of the HTML->text conversion. > - Alex Thank you very much Alex! Do you know if a patch is available? Bye Cris From guadagnino.cristiano at creval.it Fri Jan 3 02:02:21 2014 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Fri, 3 Jan 2014 07:02:21 +0000 Subject: [rt-users] Problems in templates in Rt 4.2.1 In-Reply-To: <52C65FE1.6020002@creval.it> References: <52C59187.1010402@creval.it> <1388688777.28675.21.camel@umgah.localdomain> <52C65FE1.6020002@creval.it> Message-ID: <52C660B0.9020802@creval.it> -----Messaggio originale----- Da: Cristiano Guadagnino Inviato: Fri Jan 03 2014 07:59:45 GMT+0100 (CET) A: rt-users at lists.bestpractical.com Oggetto: Re: [rt-users] Problems in templates in Rt 4.2.1 > Alex Vandiver ha scritto: >> On Thu, 2014-01-02 at 16:18 +0000, Guadagnino Cristiano wrote: >>> This message is related to my previous thread titled "HTML templates >>> in RT 4.2.1". >> This is a known bug in 4.2.1, relating to how RT attempts to generate a >> plain-text version of HTML templates. A fix will be in 4.2.2 which will >> ensure that mail is always sent out, even if it lacks a text/plain part >> due to failure of the HTML->text conversion. >> - Alex > Thank you very much Alex! > Do you know if a patch is available? > Never mind Alex, I just read about it in another reply. Bye Cris From guadagnino.cristiano at creval.it Fri Jan 3 04:21:31 2014 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Fri, 3 Jan 2014 09:21:31 +0000 Subject: [rt-users] Problems in templates in Rt 4.2.1 In-Reply-To: <52C660B0.9020802@creval.it> References: <52C59187.1010402@creval.it> <1388688777.28675.21.camel@umgah.localdomain> <52C65FE1.6020002@creval.it> <52C660B0.9020802@creval.it> Message-ID: <52C6814D.8030203@creval.it> -----Messaggio originale----- Da: Cristiano Guadagnino Inviato: Fri Jan 03 2014 08:03:12 GMT+0100 (CET) A: rt-users at lists.bestpractical.com Oggetto: Re: [rt-users] Problems in templates in Rt 4.2.1 > -----Messaggio originale----- > Da: Cristiano Guadagnino > Inviato: Fri Jan 03 2014 07:59:45 GMT+0100 (CET) > A: rt-users at lists.bestpractical.com > Oggetto: Re: [rt-users] Problems in templates in Rt 4.2.1 > >> Alex Vandiver ha scritto: >>> On Thu, 2014-01-02 at 16:18 +0000, Guadagnino Cristiano wrote: >>>> This message is related to my previous thread titled "HTML templates >>>> in RT 4.2.1". >>> This is a known bug in 4.2.1, relating to how RT attempts to generate a >>> plain-text version of HTML templates. A fix will be in 4.2.2 which will >>> ensure that mail is always sent out, even if it lacks a text/plain part >>> due to failure of the HTML->text conversion. >>> - Alex >> Thank you very much Alex! >> Do you know if a patch is available? >> > > Never mind Alex, I just read about it in another reply. > > Bye > Cris Hi Alex, while trying to apply the patch in https://github.com/bestpractical/rt/commit/8807f0d0.patch I get this: can't find file to patch at input line 26 Looking at the patch file, I see it is trying to patch two files: /opt/rt4/lib/RT/Template.pm /opt/rt4/t/mail/html-outgoing.t The second file is non-existent here. Actually, I don't have any /opt/rt4/t directory nor any html-outgoing.t file under /opt/rt4. Can you help me? T.I.A. Bye Cris From guadagnino.cristiano at creval.it Fri Jan 3 06:44:42 2014 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Fri, 3 Jan 2014 11:44:42 +0000 Subject: [rt-users] Problems in templates in Rt 4.2.1 In-Reply-To: <52C6814D.8030203@creval.it> References: <52C59187.1010402@creval.it> <1388688777.28675.21.camel@umgah.localdomain> <52C65FE1.6020002@creval.it> <52C660B0.9020802@creval.it> <52C6814D.8030203@creval.it> Message-ID: <52C6A2DC.10905@creval.it> -----Messaggio originale----- Da: Cristiano Guadagnino Inviato: Fri Jan 03 2014 10:22:21 GMT+0100 (CET) A: rt-users at lists.bestpractical.com Oggetto: Re: [rt-users] Problems in templates in Rt 4.2.1 > -----Messaggio originale----- > Da: Cristiano Guadagnino > >> -----Messaggio originale----- >> Da: Cristiano Guadagnino >> >>> Alex Vandiver ha scritto: >>>> On Thu, 2014-01-02 at 16:18 +0000, Guadagnino Cristiano wrote: >>>>> This message is related to my previous thread titled "HTML templates >>>>> in RT 4.2.1". >>>> This is a known bug in 4.2.1, relating to how RT attempts to generate a >>>> plain-text version of HTML templates. A fix will be in 4.2.2 which >>>> will >>>> ensure that mail is always sent out, even if it lacks a text/plain part >>>> due to failure of the HTML->text conversion. >>>> - Alex >>> Thank you very much Alex! >>> Do you know if a patch is available? >>> >> >> Never mind Alex, I just read about it in another reply. >> >> Bye >> Cris > > Hi Alex, > while trying to apply the patch in > > https://github.com/bestpractical/rt/commit/8807f0d0.patch > > I get this: > > can't find file to patch at input line 26 > > Looking at the patch file, I see it is trying to patch two files: > > /opt/rt4/lib/RT/Template.pm > /opt/rt4/t/mail/html-outgoing.t > > The second file is non-existent here. Actually, I don't have any > /opt/rt4/t directory nor any html-outgoing.t file under /opt/rt4. > > Can you help me? > > T.I.A. > Bye > Cris Alex, I figured that I needed to apply the patch to the source tree, so I did it successfully. Then I did a "make upgrade". All of this was done on a test server. After that, I compared the new tree in /opt/rt4 with a backup of the old tree. Diff says only /opt/rt4/lib/RT/Template.pm is changed. Is it safe to just copy the new Template.pm into our production server and clear the mason cache? Will it suffice to fix the bug? Thank you in advance Cris From jesse at tummy.com Fri Jan 3 12:16:25 2014 From: jesse at tummy.com (Jesse Griffin) Date: Fri, 03 Jan 2014 10:16:25 -0700 Subject: [rt-users] Problems in templates in Rt 4.2.1 In-Reply-To: <52C6A2DC.10905@creval.it> References: <52C59187.1010402@creval.it> <1388688777.28675.21.camel@umgah.localdomain> <52C65FE1.6020002@creval.it> <52C660B0.9020802@creval.it> <52C6814D.8030203@creval.it> <52C6A2DC.10905@creval.it> Message-ID: <52C6F069.9000708@tummy.com> >> Hi Alex, >> while trying to apply the patch in >> >> https://github.com/bestpractical/rt/commit/8807f0d0.patch >> >> I get this: >> >> can't find file to patch at input line 26 >> >> Looking at the patch file, I see it is trying to patch two files: >> >> /opt/rt4/lib/RT/Template.pm >> /opt/rt4/t/mail/html-outgoing.t >> >> The second file is non-existent here. Actually, I don't have any >> /opt/rt4/t directory nor any html-outgoing.t file under /opt/rt4. >> >> Can you help me? >> >> T.I.A. >> Bye >> Cris > > Alex, > I figured that I needed to apply the patch to the source tree, so I did > it successfully. Then I did a "make upgrade". All of this was done on a > test server. > > After that, I compared the new tree in /opt/rt4 with a backup of the old > tree. Diff says only /opt/rt4/lib/RT/Template.pm is changed. > > Is it safe to just copy the new Template.pm into our production server > and clear the mason cache? Will it suffice to fix the bug? > > Thank you in advance > Cris I tried just making the changes in the Template.pm file and that did *not* work. Doing that caused fatal problems, resulting in 500 errors... unless I did something wrong? -- Thank you, Jesse Griffin tummy.com, ltd. From lstewart at iweb.com Fri Jan 3 17:37:23 2014 From: lstewart at iweb.com (Landon Stewart) Date: Fri, 3 Jan 2014 14:37:23 -0800 Subject: [rt-users] Triggering two separate templates Message-ID: Hi Folks, Currently we have a situation where when a custom field is changed to a certain value via ticket ?edit? a template for that custom field value is used to correspond with the requestor. It?s actually a ?TERMINATION? notice telling them they no longer have an account with us. I?d like to also send an email to other department to have them take an action as well though. Basically the customer gets a termination notice and we want billing to get a request from us to terminate the account. Does anyone have any ideas on how I?d trigger a second email that the requestor won?t see? I thought of just CCing the other department when that template is used but that?s not really a viable thing to do in this case. The other department needs some data from a template that shouldn?t be sent to the requestor so the emails have to be entirely different. -- 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 nicolas.roosen at gmail.com Sat Jan 4 14:06:11 2014 From: nicolas.roosen at gmail.com (Nicolas Roosen) Date: Sat, 04 Jan 2014 20:06:11 +0100 Subject: [rt-users] E-mails language In-Reply-To: <52C83187.4050101@gmail.com> References: <52C83187.4050101@gmail.com> Message-ID: <52C85BA3.8080206@gmail.com> Hello, I'd like to know what is the best method to send localized e-mails based on the queue name? For example I have a queue named "FRTicket", and I would like ALL correspondence written in French as soon as an e-mail is sent to this queue, or if any action is made on tickets in this queue. I suppose there is something around "templates". Should I write my own template in French for the e-mail correspondence, or is there anything faster? Thanks. Nicolas From osipov.i at gmail.com Sun Jan 5 04:31:23 2014 From: osipov.i at gmail.com (Ivan Osipov) Date: Sun, 05 Jan 2014 13:31:23 +0400 Subject: [rt-users] Big size of /opt/rt4/var directory Message-ID: <52C9266B.4020108@gmail.com> Hello all. I'm using Request Tracker 4.2.1 and Lighttpd (1.4.28-2ubuntu4) via fastcgi on Ubuntu 12.04 LTS. Now size of "/opt/rt4/var" directory is 5.2 Gb and full backup archive of "/opt/rt4/" is very big. In this directory a lot of folders with random name: --- ls -la /opt/rt4/var [...] drwx------ 2 www-data www-data 4096 Dec 30 19:19 xO_kAcCdQA drwx------ 2 www-data www-data 4096 Dec 30 20:34 xR08jEpXhN drwx------ 2 www-data www-data 4096 Dec 30 18:21 y2A3tJXMy8 drwx------ 2 www-data www-data 4096 Dec 30 21:01 Y5mPEdMSWh drwx------ 2 www-data www-data 4096 Dec 30 17:42 yBixm9CtAO drwx------ 2 www-data www-data 4096 Dec 30 17:41 yeihY9J9VX drwx------ 2 www-data www-data 4096 Dec 30 22:25 yKjJdoKUNU [...] --- Can I delete all this folders from "/opt/rt4/var"? If yes, how to delete this folders automaticaly? This is cache of attachments? -- Best regards, Ivan Osipov From lstewart at iweb.com Mon Jan 6 11:39:05 2014 From: lstewart at iweb.com (Landon Stewart) Date: Mon, 6 Jan 2014 08:39:05 -0800 Subject: [rt-users] Big size of /opt/rt4/var directory In-Reply-To: <52C9266B.4020108@gmail.com> References: <52C9266B.4020108@gmail.com> Message-ID: On 5 January 2014 01:31, Ivan Osipov wrote: > Hello all. > I'm using Request Tracker 4.2.1 and Lighttpd (1.4.28-2ubuntu4) via fastcgi > on Ubuntu 12.04 LTS. > Now size of "/opt/rt4/var" directory is 5.2 Gb and full backup archive of > "/opt/rt4/" is very big. > In this directory a lot of folders with random name: > --- > ls -la /opt/rt4/var > [...] > drwx------ 2 www-data www-data 4096 Dec 30 19:19 xO_kAcCdQA > drwx------ 2 www-data www-data 4096 Dec 30 20:34 xR08jEpXhN > drwx------ 2 www-data www-data 4096 Dec 30 18:21 y2A3tJXMy8 > drwx------ 2 www-data www-data 4096 Dec 30 21:01 Y5mPEdMSWh > drwx------ 2 www-data www-data 4096 Dec 30 17:42 yBixm9CtAO > drwx------ 2 www-data www-data 4096 Dec 30 17:41 yeihY9J9VX > drwx------ 2 www-data www-data 4096 Dec 30 22:25 yKjJdoKUNU > [...] > --- > Can I delete all this folders from "/opt/rt4/var"? If yes, how to delete > this folders automaticaly? This is cache of attachments? I may be mistaken but to me those look like they might be procmail storing mail in a directory because it doesn?t know what else to do with them. Those shouldn?t be there though so I?d probably first advise that you resolve that issue before you start using ?find? in a crontab to delete them if they are a certain number of days old or something. -- 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 falcone at bestpractical.com Mon Jan 6 11:42:20 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 6 Jan 2014 11:42:20 -0500 Subject: [rt-users] Problems in templates in Rt 4.2.1 In-Reply-To: <52C6F069.9000708@tummy.com> References: <52C59187.1010402@creval.it> <1388688777.28675.21.camel@umgah.localdomain> <52C65FE1.6020002@creval.it> <52C660B0.9020802@creval.it> <52C6814D.8030203@creval.it> <52C6A2DC.10905@creval.it> <52C6F069.9000708@tummy.com> Message-ID: <20140106164220.GA2259@jibsheet.com> On Fri, Jan 03, 2014 at 10:16:25AM -0700, Jesse Griffin wrote: > > I tried just making the changes in the Template.pm file and that did *not* work. > Doing that caused fatal problems, resulting in 500 errors... unless I did > something wrong? > Since you don't show the errors, it's impossible to know what happened there. The fix for this problem was updated further based on some new reports and was merged to 4.2-trunk as https://github.com/bestpractical/rt/commit/254e8da98a20.patch You cannot easily apply that directly to an installed RT because of the test file changes we made to help ensure this doesn't happen again. If you patch a tarball of RT 4.2.1 and rerun configure with your old arguments (available at the top of /opt/rt4/etc/RT_Config.pm) and make upgrade, the patch will be applied. Since you're keeping /opt/rt4 in source control, it'll be easy to see that the change was applied. There are several ways to trick the patch command into not patching a nonexistent t/ directory. Edit the file, removing the section patching t/. From a git clone of RT, run git format-patch -1 254e8da98 lib/ and you'll get a file that only patches the two lib files. Alternatively, wait for RT 4.2.2rc1 (announced on rt-devel) and test once available. -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 Jan 6 11:43:24 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 6 Jan 2014 11:43:24 -0500 Subject: [rt-users] E-mails language In-Reply-To: <52C85BA3.8080206@gmail.com> References: <52C83187.4050101@gmail.com> <52C85BA3.8080206@gmail.com> Message-ID: <20140106164324.GB2259@jibsheet.com> On Sat, Jan 04, 2014 at 08:06:11PM +0100, Nicolas Roosen wrote: > I'd like to know what is the best method to send localized e-mails based > on the queue name? > > For example I have a queue named "FRTicket", and I would like ALL > correspondence written in French as soon as an e-mail is sent to this > queue, or if any action is made on tickets in this queue. > > I suppose there is something around "templates". Should I write my own > template in French for the e-mail correspondence, or is there anything > faster? You can create Queue level versions of all the templates in your preferred language (so in FRTicket you have an Autoreply template written in french which overrides the global Autoreply). I'm not aware of a faster method for doing this, and Queue-level templates overriding global templates is quite standard. -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 Jan 6 11:44:50 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 6 Jan 2014 11:44:50 -0500 Subject: [rt-users] Big size of /opt/rt4/var directory In-Reply-To: <52C9266B.4020108@gmail.com> References: <52C9266B.4020108@gmail.com> Message-ID: <20140106164450.GC2259@jibsheet.com> On Sun, Jan 05, 2014 at 01:31:23PM +0400, Ivan Osipov wrote: > I'm using Request Tracker 4.2.1 and Lighttpd (1.4.28-2ubuntu4) via > fastcgi on Ubuntu 12.04 LTS. > Now size of "/opt/rt4/var" directory is 5.2 Gb and full backup > archive of "/opt/rt4/" is very big. > In this directory a lot of folders with random name: > --- > ls -la /opt/rt4/var > [...] > drwx------ 2 www-data www-data 4096 Dec 30 19:19 xO_kAcCdQA > drwx------ 2 www-data www-data 4096 Dec 30 20:34 xR08jEpXhN > drwx------ 2 www-data www-data 4096 Dec 30 18:21 y2A3tJXMy8 > drwx------ 2 www-data www-data 4096 Dec 30 21:01 Y5mPEdMSWh > drwx------ 2 www-data www-data 4096 Dec 30 17:42 yBixm9CtAO > drwx------ 2 www-data www-data 4096 Dec 30 17:41 yeihY9J9VX > drwx------ 2 www-data www-data 4096 Dec 30 22:25 yKjJdoKUNU > [...] > --- > Can I delete all this folders from "/opt/rt4/var"? If yes, how to > delete this folders automaticaly? This is cache of attachments? When you ran file on one of these, or opened one up in a text editor, what was the content of the files? RT wouldn't normally write things into /opt/rt4/var. Subdirectories of /opt/rt4/var sure, but not the top level. -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 Jan 6 11:56:20 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 6 Jan 2014 11:56:20 -0500 Subject: [rt-users] Searching For Tickets Without Reminders In-Reply-To: References: Message-ID: <20140106165620.GD2259@jibsheet.com> On Thu, Jan 02, 2014 at 01:33:03PM -0800, Ram wrote: > We have a class of requests that require us to take an action which may take a few weeks; in > these cases the support folks set a reminder for e.g. 3 weeks. We don't to close these tickets > b/c they are still being serviced and should show up in the various reports that check for > ticket status. OTOH these aren't stagnant tickets in the sense that they are correctly on hold > for a few weeks. > One of the users asked if we can modify the 'my stagnant tickets' search to omit tickets that > have an open reminder set. This seems like a reasonable approach. Anyone know how to do this > using RT Ticket Searches? While you can search for tickets with Links (or tickets linked to a specific ticket) using syntax such as DependedOnBy = 12345 or DependedOnBy IS [NOT] NULL, you cannot search on attributes of the object on the far side of the link (You want to be able to write ReferredToBy.Type = 'reminder' to find tickets with a refers to link to tickets with type reminder). If you never use links other than Reminders, you could just hide tickets which have a ReferredToBy. Alternately, you could stick tickets into another status instead of using reminders (or in addition to using reminders) and exclude that status. I often will put a ticket into 'pending' with a due date, which makes it trivial to search for and avoids dealing with Reminders. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From osipov.i at gmail.com Mon Jan 6 12:25:58 2014 From: osipov.i at gmail.com (Ivan Osipov) Date: Mon, 06 Jan 2014 21:25:58 +0400 Subject: [rt-users] Big size of /opt/rt4/var directory In-Reply-To: <20140106164450.GC2259@jibsheet.com> References: <52C9266B.4020108@gmail.com> <20140106164450.GC2259@jibsheet.com> Message-ID: <52CAE726.5030207@gmail.com> 06.01.2014 20:44, Kevin Falcone wrote: > On Sun, Jan 05, 2014 at 01:31:23PM +0400, Ivan Osipov wrote: >> I'm using Request Tracker 4.2.1 and Lighttpd (1.4.28-2ubuntu4) via >> fastcgi on Ubuntu 12.04 LTS. >> Now size of "/opt/rt4/var" directory is 5.2 Gb and full backup >> archive of "/opt/rt4/" is very big. >> In this directory a lot of folders with random name: >> --- >> ls -la /opt/rt4/var >> [...] >> drwx------ 2 www-data www-data 4096 Dec 30 19:19 xO_kAcCdQA >> drwx------ 2 www-data www-data 4096 Dec 30 20:34 xR08jEpXhN >> drwx------ 2 www-data www-data 4096 Dec 30 18:21 y2A3tJXMy8 >> drwx------ 2 www-data www-data 4096 Dec 30 21:01 Y5mPEdMSWh >> drwx------ 2 www-data www-data 4096 Dec 30 17:42 yBixm9CtAO >> drwx------ 2 www-data www-data 4096 Dec 30 17:41 yeihY9J9VX >> drwx------ 2 www-data www-data 4096 Dec 30 22:25 yKjJdoKUNU >> [...] >> --- >> Can I delete all this folders from "/opt/rt4/var"? If yes, how to >> delete this folders automaticaly? This is cache of attachments? > When you ran file on one of these, or opened one up in a text editor, > what was the content of the files? Every these folder contain *.html with mail message body and attachments in base64. Also all this folders has been changed in one day - 30 Dec 2013. I'm using fetchmail. May be this folders created by rt-mailgate? > > RT wouldn't normally write things into /opt/rt4/var. Subdirectories > of /opt/rt4/var sure, but not the top level. > > -kevin -- Best regards, Ivan Osipov From ram0502 at gmail.com Mon Jan 6 13:38:03 2014 From: ram0502 at gmail.com (Ram) Date: Mon, 6 Jan 2014 10:38:03 -0800 Subject: [rt-users] Searching For Tickets Without Reminders Message-ID: > > On Thu, Jan 02, 2014 at 01:33:03PM -0800, Ram wrote: > > We have a class of requests that require us to take an action which > may take a few weeks; in > > these cases the support folks set a reminder for e.g. 3 weeks. We > don't to close these tickets > > b/c they are still being serviced and should show up in the various > reports that check for > > ticket status. OTOH these aren't stagnant tickets in the sense that > they are correctly on hold > > for a few weeks. > > One of the users asked if we can modify the 'my stagnant tickets' > search to omit tickets that > > have an open reminder set. This seems like a reasonable approach. > Anyone know how to do this > > using RT Ticket Searches? > > While you can search for tickets with Links (or tickets linked to a > specific ticket) using syntax such as DependedOnBy = 12345 or > DependedOnBy IS [NOT] NULL, you cannot search on attributes of the > object on the far side of the link (You want to be able to write > ReferredToBy.Type = 'reminder' to find tickets with a refers to link > to tickets with type reminder). > > If you never use links other than Reminders, you could just hide > tickets which have a ReferredToBy. Alternately, you could stick > tickets into another status instead of using reminders (or in addition > to using reminders) and exclude that status. > > I often will put a ticket into 'pending' with a due date, which makes > it trivial to search for and avoids dealing with Reminders. > > -kevin Thanks. We do link tickets in a variety of use cases so our plan short term change the date cutoff from 10 days to 22 days which is longer than the typical reminder while medium term we will write an RT module that will do the search directly so we can filter out linked tickets which are non-overdue reminders. cheers ram -------------- next part -------------- An HTML attachment was scrubbed... URL: From nicolas.roosen at gmail.com Mon Jan 6 14:45:37 2014 From: nicolas.roosen at gmail.com (Nicolas Roosen) Date: Mon, 06 Jan 2014 20:45:37 +0100 Subject: [rt-users] E-mails language In-Reply-To: <20140106164324.GB2259@jibsheet.com> References: <52C83187.4050101@gmail.com> <52C85BA3.8080206@gmail.com> <20140106164324.GB2259@jibsheet.com> Message-ID: <52CB07E1.9010204@gmail.com> Hello, On 06/01/2014 5:43 PM, Kevin Falcone wrote: > On Sat, Jan 04, 2014 at 08:06:11PM +0100, Nicolas Roosen wrote: >> I'd like to know what is the best method to send localized >> e-mails based on the queue name? >> >> For example I have a queue named "FRTicket", and I would like >> ALL correspondence written in French as soon as an e-mail is sent >> to this queue, or if any action is made on tickets in this >> queue. >> >> I suppose there is something around "templates". Should I write >> my own template in French for the e-mail correspondence, or is >> there anything faster? > > You can create Queue level versions of all the templates in your > preferred language (so in FRTicket you have an Autoreply template > written in french which overrides the global Autoreply). > Yes, that's what I ended up to do, I though it would take me ages but I had to change only two templates so far (for the autoreply), and it's quite practical. > I'm not aware of a faster method for doing this, and Queue-level > templates overriding global templates is quite standard. > > -kevin > Indeed. Thanks for your answer. Nicolas From falcone at bestpractical.com Mon Jan 6 18:25:02 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 6 Jan 2014 18:25:02 -0500 Subject: [rt-users] Time zone troubles In-Reply-To: References: Message-ID: <20140106232502.GE2259@jibsheet.com> On Thu, Jan 02, 2014 at 10:59:17PM +0000, Richard Bessey wrote: > Only one problem, if you look at the attachment the timestamp for the message in RT and the > timestamp for the e-mail is differn't. > > I have my RT set for the America/Los_Angeles time zone, yet if you look at the attached screen > shot, you will see its using both UTC and PST times. > I assume you're using Outlook/Exchange? The first date (Jan 02 13:27:21) is when RT received the ticket and recorded the transaction and is displayed in your preferred timezone. The second date is the raw Date: header from your email as sent by your client. We've noticed that recent outlooks have decided that mail should be sent with a date header in UTC. RT merely shows the Date: header verbatim. I've just pushed RT::Extension::LocalDateHeader to CPAN which should be available on your local mirror soon and offers one possible solution to this problem. The docs should eventually be available to read here https://metacpan.org/release/RT-Extension-LocalDateHeader Or you can review them on github https://github.com/bestpractical/rt-extension-localdateheader/blob/master/README -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From rbessey at wwchhs.org Mon Jan 6 18:41:32 2014 From: rbessey at wwchhs.org (Richard Bessey) Date: Mon, 6 Jan 2014 23:41:32 +0000 Subject: [rt-users] Time zone troubles In-Reply-To: <20140106232502.GE2259@jibsheet.com> References: <20140106232502.GE2259@jibsheet.com> Message-ID: <10da6e5936a549e9a551ad086c01f35e@BY2PR07MB565.namprd07.prod.outlook.com> Kevin, AHA! Yes, that would be correct, we are using Outlook 2010 and exchange. Regards, Richard Bessey Systems Support Technician Walla Walla County Department of Human Services 1520 Kelly Place Walla Walla, WA 99362 Phone:? 509-524-2920 Ext. 2974 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, January 06, 2014 3:25 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Time zone troubles On Thu, Jan 02, 2014 at 10:59:17PM +0000, Richard Bessey wrote: > Only one problem, if you look at the attachment the timestamp for the message in RT and the > timestamp for the e-mail is differn't. > > I have my RT set for the America/Los_Angeles time zone, yet if you look at the attached screen > shot, you will see its using both UTC and PST times. > I assume you're using Outlook/Exchange? The first date (Jan 02 13:27:21) is when RT received the ticket and recorded the transaction and is displayed in your preferred timezone. The second date is the raw Date: header from your email as sent by your client. We've noticed that recent outlooks have decided that mail should be sent with a date header in UTC. RT merely shows the Date: header verbatim. I've just pushed RT::Extension::LocalDateHeader to CPAN which should be available on your local mirror soon and offers one possible solution to this problem. The docs should eventually be available to read here https://metacpan.org/release/RT-Extension-LocalDateHeader Or you can review them on github https://github.com/bestpractical/rt-extension-localdateheader/blob/master/README -kevin From cloos at netcologne.de Tue Jan 7 04:33:33 2014 From: cloos at netcologne.de (Christian Loos) Date: Tue, 07 Jan 2014 10:33:33 +0100 Subject: [rt-users] Searching For Tickets Without Reminders In-Reply-To: References: Message-ID: <52CBC9ED.1050303@netcologne.de> Am 02.01.2014 22:33, schrieb Ram: > Hey there, > > We handle a bunch of tickets and one of the ways we help our support > staff not drop the ball is by putting a saved search on the support > Dashboard that shows 'my stagnant tickets' [LastUpdated < '12 days ago' > AND Owner.id = '__CurrentUser__' AND ( Status = 'open' OR Status = > 'new' )]. > > We have a class of requests that require us to take an action which may > take a few weeks; in these cases the support folks set a reminder for > e.g. 3 weeks. We don't to close these tickets b/c they are still being > serviced and should show up in the various reports that check for ticket > status. OTOH these aren't stagnant tickets in the sense that they are > correctly on hold for a few weeks. > > One of the users asked if we can modify the 'my stagnant tickets' search > to omit tickets that have an open reminder set. This seems like a > reasonable approach. Anyone know how to do this using RT Ticket Searches? > > thanks > ram > You can create a ticket CustomField 'has_open_reminder' and create an global scrip which: * on reminder create set the ticket CF 'has_open_reminder' to 'yes' * on reminder open set the ticket CF 'has_open_reminder' to 'yes' * on reminder close set ticket CF 'has_open_reminder' to '' You can then add to your dashboard search: AND 'CF.{has_open_reminder}' != 'yes' Chris From oriol.soriano at capside.com Tue Jan 7 10:22:04 2014 From: oriol.soriano at capside.com (Oriol Soriano) Date: Tue, 7 Jan 2014 15:22:04 +0000 Subject: [rt-users] Untake/Set owner of other users' tickets Message-ID: <13ee7134bdc44e77b8d031419c5e3392@DB3PR06MB138.eurprd06.prod.outlook.com> Hi, In our work team, we have regular members and team managers. I would like to enable team managers to 'untake' other members tickets (eg: to tweak workload). I would preffer only team managers having this right. But, at this point, Im not being able to spot a right to enable this work scenario. Is there any possible way to allow certain users to untake tickets owned by other users? Thanks in advance, Oriol Soriano. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jliu at akn.ca Tue Jan 7 12:46:24 2014 From: jliu at akn.ca (Jack Liu) Date: Tue, 7 Jan 2014 12:46:24 -0500 Subject: [rt-users] Ned help for RT ticketsql Message-ID: <3F206B2CEB6A4143A9F0E82085B32925034B5216FA58@EX52.exchserver.com> Hi, We are using RT 3.6.1. need create rt command line to find ticket created old than 3 hours ago. That should be easy as: /usr/bin/rt list -t ticket " id=37679 and Created < '-180 minutes' " But the user need add some pending time to ignore, so I did try to create one custom field to record adjust start time /usr/bin/rt list -t ticket " id=37679 and CF.{AdjustStart} < '-180 minutes' " But the problem is RT 3.6.1 didn't support date type in custom field. So it is not working. I also tried to put Pending ignore second in a field, but have no way to make this work for rt 3.6.1 /usr/bin/rt list -t ticket " id=37679 and Created < '-180 minutes' + CF.{IgnoreTime} " Please help. Regards, Jack -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Tue Jan 7 12:49:42 2014 From: bbaker at copesan.com (Bryon Baker) Date: Tue, 7 Jan 2014 17:49:42 +0000 Subject: [rt-users] Unused Scripts Message-ID: Hello all what is the best way to delete unused scrips. It would be easy to delete the entries in the database. Is the acceptable? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Tue Jan 7 13:13:45 2014 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Tue, 7 Jan 2014 10:13:45 -0800 Subject: [rt-users] Unused Scripts Message-ID: <709988538291804348@unknownmsgid> Bryon, Why not just disable them? Kenn Sent from my Windows Phone ------------------------------ From: Bryon Baker Sent: 1/7/2014 9:50 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Unused Scripts Hello all what is the best way to delete unused scrips. It would be easy to delete the entries in the database. Is the acceptable? Thanks Bryon Baker Network Operations Manager *Copesan** - Specialists in Pest Solutions* 800-267-3726 ? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com *"Servicing North America with Local Care"* -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Tue Jan 7 13:17:07 2014 From: bbaker at copesan.com (Bryon Baker) Date: Tue, 7 Jan 2014 18:17:07 +0000 Subject: [rt-users] Unused Scripts In-Reply-To: <709988538291804348@unknownmsgid> References: <709988538291804348@unknownmsgid> Message-ID: <9d057f37303841cb9b6646faa1dc27de@BLUPR05MB788.namprd05.prod.outlook.com> I have them disabled but I just want to obliterate them I am never going to use them. I have replace a lot of the original scripts with custom action scrip. So I can also run them as cron jobs. 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: Kenneth Crocker [mailto:kenn.crocker at gmail.com] Sent: Tuesday, January 07, 2014 12:14 PM To: Bryon Baker; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Unused Scripts Bryon, Why not just disable them? Kenn Sent from my Windows Phone ________________________________ From: Bryon Baker Sent: 1/7/2014 9:50 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Unused Scripts Hello all what is the best way to delete unused scrips. It would be easy to delete the entries in the database. Is the acceptable? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jan 7 14:04:12 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 7 Jan 2014 14:04:12 -0500 Subject: [rt-users] Untake/Set owner of other users' tickets In-Reply-To: <13ee7134bdc44e77b8d031419c5e3392@DB3PR06MB138.eurprd06.prod.outlook.com> References: <13ee7134bdc44e77b8d031419c5e3392@DB3PR06MB138.eurprd06.prod.outlook.com> Message-ID: <20140107190412.GF2259@jibsheet.com> On Tue, Jan 07, 2014 at 03:22:04PM +0000, Oriol Soriano wrote: > In our work team, we have regular members and team managers. I would like to enable team > managers to `untake' other members tickets (eg: to tweak workload). I would preffer only team > managers having this right. > > But, at this point, Im not being able to spot a right to enable this work scenario. > > Is there any possible way to allow certain users to untake tickets owned by other users? The right you're looking for is called: ReassignTicket - Modify ticket owner on owned tickets Available in 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 falcone at bestpractical.com Tue Jan 7 14:06:03 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 7 Jan 2014 14:06:03 -0500 Subject: [rt-users] Ned help for RT ticketsql In-Reply-To: <3F206B2CEB6A4143A9F0E82085B32925034B5216FA58@EX52.exchserver.com> References: <3F206B2CEB6A4143A9F0E82085B32925034B5216FA58@EX52.exchserver.com> Message-ID: <20140107190603.GG2259@jibsheet.com> On Tue, Jan 07, 2014 at 12:46:24PM -0500, Jack Liu wrote: > > I also tried to put Pending ignore second in a field, but have no way to make this work for rt > 3.6.1 > > /usr/bin/rt list -t ticket " id=37679 and Created < '-180 minutes' + CF.{IgnoreTime} " Are you trying to add the time from CF.IgnoreTime to the -180 minutes part? You cannot do that in TicketSQL on any version of RT. If you need to do that math, or ignore other things, you're almost certainly going to need to use RT's perl API to write some Limits. Documentation for newer versions of the API is available on http://docs.bestpractical.com -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From ram0502 at gmail.com Tue Jan 7 15:29:53 2014 From: ram0502 at gmail.com (Ram) Date: Tue, 7 Jan 2014 12:29:53 -0800 Subject: [rt-users] Searching For Tickets Without Reminders Message-ID: > > > > One of the users asked if we can modify the 'my stagnant tickets' search > > to omit tickets that have an open reminder set. This seems like a > > reasonable approach. Anyone know how to do this using RT Ticket Searches? > > > > You can create a ticket CustomField 'has_open_reminder' and create an > global scrip which: > * on reminder create set the ticket CF 'has_open_reminder' to 'yes' > * on reminder open set the ticket CF 'has_open_reminder' to 'yes' > * on reminder close set ticket CF 'has_open_reminder' to '' > You can then add to your dashboard search: > AND 'CF.{has_open_reminder}' != 'yes' > This is a clever approach, thanks for the suggestion Chris. cheers ram -------------- next part -------------- An HTML attachment was scrubbed... URL: From bwiese at ElementPS.com Tue Jan 7 16:36:03 2014 From: bwiese at ElementPS.com (Brent Wiese) Date: Tue, 7 Jan 2014 21:36:03 +0000 Subject: [rt-users] Encrypting the DB password in RT_Siteconfig Message-ID: <910CDE054EF7D24DBCA89A2EF88A404E7421B92E@phxmain-exmbx10> Is there a way to use an encrypted value for $DatabasePassword in RT_Siteconfig? Thanks, Brent -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue Jan 7 16:48:38 2014 From: ktm at rice.edu (ktm at rice.edu) Date: Tue, 7 Jan 2014 15:48:38 -0600 Subject: [rt-users] Encrypting the DB password in RT_Siteconfig In-Reply-To: <910CDE054EF7D24DBCA89A2EF88A404E7421B92E@phxmain-exmbx10> References: <910CDE054EF7D24DBCA89A2EF88A404E7421B92E@phxmain-exmbx10> Message-ID: <20140107214838.GO19242@aart.rice.edu> On Tue, Jan 07, 2014 at 09:36:03PM +0000, Brent Wiese wrote: > Is there a way to use an encrypted value for $DatabasePassword in RT_Siteconfig? > > Thanks, > Brent > Hi Brent, DBD::Pg uses the libpq library, which supports GSSAPI. You could use that for your authentication instead -- at least if you are using PostgreSQL as your database. Regards, Ken From bwiese at ElementPS.com Tue Jan 7 17:17:25 2014 From: bwiese at ElementPS.com (Brent Wiese) Date: Tue, 7 Jan 2014 22:17:25 +0000 Subject: [rt-users] Encrypting the DB password in RT_Siteconfig Message-ID: <910CDE054EF7D24DBCA89A2EF88A404E7421BDF3@phxmain-exmbx10> > On Tue, Jan 07, 2014 at 09:36:03PM +0000, Brent Wiese wrote: > > Is there a way to use an encrypted value for $DatabasePassword in > RT_Siteconfig? > > > > Thanks, > > Brent > > > Hi Brent, > > DBD::Pg uses the libpq library, which supports GSSAPI. You could use > that for your authentication instead -- at least if you are using > PostgreSQL as your database. > > Regards, > Ken Sorry, I guess I should have mentioned we're using MySQL. From alexmv at bestpractical.com Tue Jan 7 17:44:36 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 07 Jan 2014 17:44:36 -0500 Subject: [rt-users] Encrypting the DB password in RT_Siteconfig In-Reply-To: <910CDE054EF7D24DBCA89A2EF88A404E7421B92E@phxmain-exmbx10> References: <910CDE054EF7D24DBCA89A2EF88A404E7421B92E@phxmain-exmbx10> Message-ID: <1389134676.11927.17.camel@umgah.localdomain> On Tue, 2014-01-07 at 21:36 +0000, Brent Wiese wrote: > Is there a way to use an encrypted value for $DatabasePassword in > RT_Siteconfig? What, exactly, do you mean by "encrypted"? RT clearly needs to have access to the plaintext password to pass to the MySQL authentication process, so there is nothing that can prevent some part of the RT internals from knowing the plaintext. The fact that the password is in plaintext is one of the reasons why RT_Config.pm is 0440 and generally owner root and group apache; this prevents arbitrary users from seeing it. If you're looking to prevent it from being gleaned from accidental reading by someone who can read the file, you can simply rot13 it: my $rot13 = sub { my $s = shift; $s =~ tr/A-Za-z/N-ZA-Mn-za-m/; $s }; Set( $DatabasePassword, $rot13->("cnffjbeq") ); - Alex From oriol.soriano at capside.com Wed Jan 8 12:03:21 2014 From: oriol.soriano at capside.com (Oriol Soriano) Date: Wed, 8 Jan 2014 17:03:21 +0000 Subject: [rt-users] Untake/Set owner of other users' tickets In-Reply-To: <13ee7134bdc44e77b8d031419c5e3392@DB3PR06MB138.eurprd06.prod.outlook.com> References: <13ee7134bdc44e77b8d031419c5e3392@DB3PR06MB138.eurprd06.prod.outlook.com> Message-ID: Thanks for the quick reply, Kevin. Unfortunately though, we're running 4.0.4 version, which explains why I wasnt able to spot that right you mention. I'll stick to the "workaround-implementation" of steal->untake, for those cases in which the user untaking the ticket is not its owner. Oriol. -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Wed Jan 8 13:14:14 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 08 Jan 2014 13:14:14 -0500 Subject: [rt-users] [rt-announce] End of Life of RT 3.8 Message-ID: <1389204854.15666.52.camel@umgah.localdomain> As previously announced, with the release of RT 4.2, Best Practical will shortly cease support for the 3.8 series of Request Tracker -- specifically, on March 31st, 2014. The RT 3.8 series was first released in July 2008 and has received only critical bug and security fixes since 2011. We will continue to provide critical bug or security fixes until March 31st, 2014 if any are required. Please see http://bestpractical.com/rt/release-policy.html for our general policy on the lifespan of RT's releases. If you need commercial support for your upgrade, Best Practical is currently offering discounted pricing on our upgrade packages and support plans; for more details, contact sales at bestpractical.com - Alex _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From alexmv at bestpractical.com Wed Jan 8 16:58:21 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 08 Jan 2014 16:58:21 -0500 Subject: [rt-users] Problems in templates in Rt 4.2.1 In-Reply-To: <20140106164220.GA2259@jibsheet.com> References: <52C59187.1010402@creval.it> <1388688777.28675.21.camel@umgah.localdomain> <52C65FE1.6020002@creval.it> <52C660B0.9020802@creval.it> <52C6814D.8030203@creval.it> <52C6A2DC.10905@creval.it> <52C6F069.9000708@tummy.com> <20140106164220.GA2259@jibsheet.com> Message-ID: <1389218301.1411.6.camel@umgah.localdomain> On Mon, 2014-01-06 at 11:42 -0500, Kevin Falcone wrote: > Alternatively, wait for RT 4.2.2rc1 (announced on rt-devel) and test > once available. RT 4.2.2rc1 is now available for testing, and resolves this issue: http://bestpractical.com/release-notes/rt/4.2.2rc1 - Alex From marius at ksat.no Thu Jan 9 04:26:34 2014 From: marius at ksat.no (Marius Flage) Date: Thu, 9 Jan 2014 10:26:34 +0100 Subject: [rt-users] Reply text box slow to load In-Reply-To: <20131217192651.GB1977@jibsheet.com> References: <20131217192651.GB1977@jibsheet.com> Message-ID: <52CE6B4A.2070600@ksat.no> On 12/17/2013 08:26 PM, Kevin Falcone wrote: > On Tue, Dec 17, 2013 at 03:53:36PM +0000, Marius Flage wrote: >> I have exactly the same problem. I've investigated the loading of the page with the >> WYSIWYG-editor and got the following results: >> >> [1]http://s22.postimg.org/wqo1j42r5/wysiwyg.png >> >> Maybe this will help debugging this further? >> >> After the initial load the future loads of that js will be cached and therefore much slower. >> And after the cache expiry (typically the next workday) you have to wait for another 30 >> seconds to get the WYSIWYG editor back up again. > While this confirms that something is taking a long time to load, the > consistent 15 seconds on each request is quite odd, especially since > larger files take mere milliseconds to download. > > Are you using JSMin? How is your RT configured, etc, etc. > If you can replicate these timings on issues.bestpractical.com it > would be interesting. I have the following output from Chromium's network headers when loading ckeditor.js. When refreshing the page (F5) this timeout of 15 seconds occurs. You see the Keep-Alive is set to timeout=15, what does that mean? 1. Request URL: http://RT-site/static/RichText/ckeditor.js 2. Request Method: GET 3. Status Code: 200 OK 4. Request Headersview source 1. Accept: */* 2. Accept-Encoding: gzip,deflate,sdch 3. Accept-Language: en-US,en;q=0.8 4. Cache-Control: max-age=0 5. Connection: keep-alive 6. Host: RT-site 7. If-Modified-Since: Wed, 27 Nov 2013 09:14:28 GMT 8. Referer: http://RT-site/ 9. User-Agent: Mozilla/5.0 (X11; Linux x86_64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/28.0.1500.95 Safari/537.36 5. Response Headersview source 1. Connection: Keep-Alive 2. Content-Encoding: gzip 3. Content-Length: 452578 4. Content-Type: application/javascript 5. Date: Thu, 09 Jan 2014 09:20:09 GMT 6. Keep-Alive: timeout=15, max=100 7. Last-Modified: Wed, 27 Nov 2013 09:14:28 GMT 8. Server: Apache/2.2.16 (Debian) 9. Vary: Accept-Encoding Any ideas? This is very annoying as it slows down RT. - Marius -------------- next part -------------- An HTML attachment was scrubbed... URL: From nicolas.roosen at gmail.com Thu Jan 9 07:24:05 2014 From: nicolas.roosen at gmail.com (Nicolas Roosen) Date: Thu, 09 Jan 2014 13:24:05 +0100 Subject: [rt-users] Let customers see tickets in selfservice interface Message-ID: <52CE94E5.1070203@gmail.com> Hello, I am trying to setup the following scheme: - we are providing helpdesk services for different customers, so we build one queue for each customer - we would like to permit customer A to see its ticket created by e-mail, so we first created an unprivileged user for all personal of customer A (easier to manage from the customer point of view) - but since people create requests from their own e-mail, they don't see their tickets in the selfservice interface if they log in with the "generic" unprivileged user for customer A. Can this be done? And if yes, how? Thank you. Nicolas From dazoot at gmail.com Thu Jan 9 08:30:51 2014 From: dazoot at gmail.com (Catalin Constantin) Date: Thu, 9 Jan 2014 15:30:51 +0200 Subject: [rt-users] Show results position in RT 4.2 Message-ID: Navigating through a search was quite a nice option in the older releases of RT. Now with 4.2: - show results - next - prev Are hidden in a 3 level drop down menu. Search -> Tickets -> Current Search -> Show Results Is there a way to get them back visible in a menu bar when displaying a ticket (from the search results) ? -- Catalin Constantin -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.dalzell at aveva.com Thu Jan 9 08:45:17 2014 From: scott.dalzell at aveva.com (scott.dalzell) Date: Thu, 9 Jan 2014 05:45:17 -0800 (PST) Subject: [rt-users] Installing Apache2.2.26 as a Win7 Service under Cygwin Message-ID: <1389275116654-56220.post@n7.nabble.com> I am currently having some issues with Apache that I?m trying to install/run as a service on Windows 7. I want to set it up as a Windows Service so that if it ever fails over it will restart it's self i have installed Apache2.2.26 and configured the http.conf file (port , server name, modules etc) and it functions correctly when using the manual start and stop commands $ /usr/sbin/apache2.2.26/bin/apachectl -k stop -f /usr/sbin/apache2.2.26/conf/httpd.conf $ /usr/sbin/apache2.2.26/bin/apachectl -k start -f /usr/sbin/apache2.2.26/conf/httpd.conf I also get the 'It Works' screen when I navigate to 127.0.0.1:8080 so I?m happy with this so far All the issues come in when I start to install it as a service I have installed it on my windows 7 test machine using the following command $ cygrunsrv -I CygwinServer-Apache2.2.26d -p /usr/sbin/apache2.2.26/bin/httpd.exe -a '-f /usr/sbin/apache2.2.26/conf/httpd.conf' -t manual if I then try and start the Service I get the following $ cygrunsrv -S CygwinServer-Apache2.2.26d cygrunsrv: Error starting a service: QueryServiceStatus: Win32 error 1062: The service has not been started. Windows Event Viewer gave the following error ######Event Viewer Error message - START############# The description for Event ID 0 from source CygwinServer-Apache2.2.26d cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer. If the event originated on another computer, the display information had to be saved with the event. The following information was included with the event: CygwinServer-Apache2.2.26d: PID 10564: `CygwinServer-Apache2.2.26d' service stopped, exit status: 0 ######Event Viewer Error message - END############# This is all fairly unhelp full in my eyes until I go into Cygwin and try the following $ /usr/sbin/Apache2.2.26/bin/httpd.exe (112)Address already in use: make_sock: could not bind to address [::]:8080 (112)Address already in use: make_sock: could not bind to address 0.0.0.0:8080 no listening sockets available, shutting down It looks like the service has stopped but it has locked out the port. if I try and stop Apache manually it still remains locked out until I restart the machine Does anyone have any idea why this port it freezing up when it is run as a service? any pointer would be very appreciated thank you Scott -- View this message in context: http://requesttracker.8502.n7.nabble.com/Installing-Apache2-2-26-as-a-Win7-Service-under-Cygwin-tp56220.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From SJC at qvii.com Thu Jan 9 10:05:15 2014 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Thu, 9 Jan 2014 15:05:15 +0000 Subject: [rt-users] Questions about JSGantt Plugin for RT Message-ID: <0CE56AE307C0BC4B950BF05F3759DF4314D13435@MailStore2010.ogp.qvii.com> I'm kind of caught in the middle of an issue witht he JSGantt chart plug in here at work. Our Service Dept has started using the Gantt chart to get a feel for how tickets are being resolved, but the data always looks funny. After some tinkering with the settings in my RT_SiteConfig.pm file, I decided to check the code on how it is calculating the date ranges. Some of the code looks funny to me, but I also do not fully understand (nor will anyone here) explain how a Gantt chart gets created. I was trying to contact/suggest a change on GitHub but I can't seem to find the link. Does anyone here know anything about this plug in or who I would contact with questions? My primary question is about the _GetTimeRange function. Thank you in advance! Steve Cena sjc at qvii.com 585-544-0450 x300 From scott.dalzell at aveva.com Thu Jan 9 10:14:52 2014 From: scott.dalzell at aveva.com (scott.dalzell) Date: Thu, 9 Jan 2014 07:14:52 -0800 (PST) Subject: [rt-users] Searched for 3 hours - how do you view all tickets in a queue? In-Reply-To: <1389052990904-56196.post@n7.nabble.com> References: <1389052990904-56196.post@n7.nabble.com> Message-ID: <1389280492122-56222.post@n7.nabble.com> I dont know what access level your admin has given you as a user but there are afew ways to view All the tickets in a queue *Edit Queue search to show all* 1/ Select queue (e.g. General) 2/ select 'edit search' tab 3/ In the 'Sorting' tab increase the rows per page to unlimited 4/ click update format and search *Using queue charts to view all tickets in queue* 1/ Select queue (e.g. General) 2/ click the 'Chart' tab 3/ Select the queue name (e.g. General) from the chart key *As your Rt admin to create a dashboard* if all else fails as your RT admin to create a dashboard with a table to show all tickets by queue hopefully one of these help you Scott -- View this message in context: http://requesttracker.8502.n7.nabble.com/Searched-for-3-hours-how-do-you-view-all-tickets-in-a-queue-tp56196p56222.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From scott.dalzell at aveva.com Thu Jan 9 11:19:12 2014 From: scott.dalzell at aveva.com (scott.dalzell) Date: Thu, 9 Jan 2014 08:19:12 -0800 (PST) Subject: [rt-users] Let customers see tickets in selfservice interface In-Reply-To: <52CE94E5.1070203@gmail.com> References: <52CE94E5.1070203@gmail.com> Message-ID: <1389284352001-56223.post@n7.nabble.com> i would create a group (Group_CompanyA) and then create a generic user for that group that everyone in companyA could use. i would then assign Group_CompanyA to the queue (CompanyA) under the 'group rights' tab. giving the group at least 'view queue' create ticket, and reply to ticket rights That should be enough so the generiic user of companyA can view and create tickets for the CompanyA queue Also if you have a different generic user for each queue it will mean the home page will only show tickets relating to that companies Queue -- View this message in context: http://requesttracker.8502.n7.nabble.com/Let-customers-see-tickets-in-selfservice-interface-tp56218p56223.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Thu Jan 9 11:24:25 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 9 Jan 2014 11:24:25 -0500 Subject: [rt-users] Installing Apache2.2.26 as a Win7 Service under Cygwin In-Reply-To: <1389275116654-56220.post@n7.nabble.com> References: <1389275116654-56220.post@n7.nabble.com> Message-ID: <20140109162425.GH2259@jibsheet.com> On Thu, Jan 09, 2014 at 05:45:17AM -0800, scott.dalzell wrote: > I am currently having some issues with Apache that I?m trying to install/run > as a service on Windows 7. > I want to set it up as a Windows Service so that if it ever fails over it > will restart it's self Since RT isn't supported running on windows, I'm not sure how much help you'll get on this list. -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 Jan 9 11:25:37 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 9 Jan 2014 11:25:37 -0500 Subject: [rt-users] Show results position in RT 4.2 In-Reply-To: References: Message-ID: <20140109162537.GI2259@jibsheet.com> On Thu, Jan 09, 2014 at 03:30:51PM +0200, Catalin Constantin wrote: > Navigating through a search was quite a nice option in the older releases of RT. > Now with 4.2: > - show results > - next > - prev > Are hidden in a 3 level drop down menu. > Search -> Tickets -> Current Search -> Show Results > Is there a way to get them back visible in a menu bar when displaying a ticket (from the > search results) ? There is no config to move that menu. It's something that was noticed late in the 4.2 release cycle and now can't be changed during a stable series. Any improvement will have to come in 4.4 or as an extension. Suggestions for how to render it without making other parts of the ticket page awful appreciated, especially if they're provided as patches to Elements/Tabs so that people can play with them. -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 Jan 9 11:28:14 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 9 Jan 2014 11:28:14 -0500 Subject: [rt-users] Questions about JSGantt Plugin for RT In-Reply-To: <0CE56AE307C0BC4B950BF05F3759DF4314D13435@MailStore2010.ogp.qvii.com> References: <0CE56AE307C0BC4B950BF05F3759DF4314D13435@MailStore2010.ogp.qvii.com> Message-ID: <20140109162814.GJ2259@jibsheet.com> On Thu, Jan 09, 2014 at 03:05:15PM +0000, Cena, Stephen (ext. 300) wrote: > I'm kind of caught in the middle of an issue witht he JSGantt chart > plug in here at work. Our Service Dept has started using the Gantt > chart to get a feel for how tickets are being resolved, but the data > always looks funny. After some tinkering with the settings in my > RT_SiteConfig.pm file, I decided to check the code on how it is > calculating the date ranges. Some of the code looks funny to me, but I > also do not fully understand (nor will anyone here) explain how a > Gantt chart gets created. I'm not sure what you mean by "nor will anyone here explain how a gantt chart gets created". I see no questions from your with a subject containing Gantt other than this question and I keep a 2 year archive of the list. You do ask a lot of questions, so it may have been lost. > I was trying to contact/suggest a change on GitHub but I can't seem to find the link. > > Does anyone here know anything about this plug in or who I would contact with questions? My primary question is about the _GetTimeRange function. You should just ask your question here or on rt-devel. JSGantt is written by Best Practical so if a relevant engineer has time they can answer a specific question about that function. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From boli at itss.co.tz Thu Jan 9 11:25:33 2014 From: boli at itss.co.tz (Boli) Date: Thu, 09 Jan 2014 19:25:33 +0300 Subject: [rt-users] Problem with HTML tags appearing in correspondence In-Reply-To: <20131227225555.GA4702@jibsheet.com> References: <20131213161017.GF2151@jibsheet.com> <20131227225555.GA4702@jibsheet.com> Message-ID: <52CECD7D.9050100@itss.co.tz> Hi I also seem to be experiencing this after an upgrade from 4.2.0 to 4.2.1 I'll try to arrange a diff Boli On 28/12/2013 01:55, Kevin Falcone wrote: > On Mon, Dec 23, 2013 at 09:50:22AM +0100, Michael Polenske wrote: >> thanks Bart for your test - I've done the same this morning, and >> I can confirm that the problem is gone on a fresh installation >> of RT-4.2.1. @RT: I've done backup before new installation - do >> you want the archive for some tests ? > > It would be interesting to see a > > diff -ur upgraded-install 4.2.1-clean-install > > to see what was actually different between the two. > > Depending on the size/sensitivity of the diff, you may want to > send it to the bug tracker instead of the list. > > -kevin > From dazoot at gmail.com Thu Jan 9 11:30:08 2014 From: dazoot at gmail.com (Catalin Constantin) Date: Thu, 9 Jan 2014 18:30:08 +0200 Subject: [rt-users] Show results position in RT 4.2 In-Reply-To: <20140109162537.GI2259@jibsheet.com> References: <20140109162537.GI2259@jibsheet.com> Message-ID: Would some quick CSS / JS trick do it ? On Thu, Jan 9, 2014 at 6:25 PM, Kevin Falcone wrote: > On Thu, Jan 09, 2014 at 03:30:51PM +0200, Catalin Constantin wrote: > > Navigating through a search was quite a nice option in the older > releases of RT. > > Now with 4.2: > > - show results > > - next > > - prev > > Are hidden in a 3 level drop down menu. > > Search -> Tickets -> Current Search -> Show Results > > Is there a way to get them back visible in a menu bar when displaying > a ticket (from the > > search results) ? > > There is no config to move that menu. It's something that was noticed > late in the 4.2 release cycle and now can't be changed during a stable > series. Any improvement will have to come in 4.4 or as an extension. > > Suggestions for how to render it without making other parts of the > ticket page awful appreciated, especially if they're provided as > patches to Elements/Tabs so that people can play with them. > > -kevin > -- Catalin Constantin Dazoot Software http://www.dazoot.eu/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Thu Jan 9 13:00:40 2014 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Thu, 9 Jan 2014 18:00:40 +0000 Subject: [rt-users] Questions about JSGantt Plugin for RT In-Reply-To: References: Message-ID: <0CE56AE307C0BC4B950BF05F3759DF4314D134C0@MailStore2010.ogp.qvii.com> Kevin - Thanks: When we run the Gantt chart, every ticket is coming out to the default day length, 7. I edited the JSGantt.pm file to add some debugging output. They we assuming that the dates would be when the ticket was opened and then last resolved. Based on how _GetTimeRange operates, we never get an "end date" so it always defaults. Is the way the duration is calculated in _GetTimeRange how a Gantt chart is made? Is there a reason as to why those are the criteria for the duration calculation? As I said, Gantt charts are foreign to me & I've been too busy to do any research on them. It may very well be that we're looking for something specific & not an error in the plug in at all. Steve Message: 13 Date: Thu, 9 Jan 2014 11:28:14 -0500 From: Kevin Falcone To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Questions about JSGantt Plugin for RT Message-ID: <20140109162814.GJ2259 at jibsheet.com> Content-Type: text/plain; charset="us-ascii" On Thu, Jan 09, 2014 at 03:05:15PM +0000, Cena, Stephen (ext. 300) wrote: > I'm kind of caught in the middle of an issue witht he JSGantt chart > plug in here at work. Our Service Dept has started using the Gantt > chart to get a feel for how tickets are being resolved, but the data > always looks funny. After some tinkering with the settings in my > RT_SiteConfig.pm file, I decided to check the code on how it is > calculating the date ranges. Some of the code looks funny to me, but I > also do not fully understand (nor will anyone here) explain how a > Gantt chart gets created. I'm not sure what you mean by "nor will anyone here explain how a gantt chart gets created". I see no questions from your with a subject containing Gantt other than this question and I keep a 2 year archive of the list. You do ask a lot of questions, so it may have been lost. > I was trying to contact/suggest a change on GitHub but I can't seem to find the link. > > Does anyone here know anything about this plug in or who I would contact with questions? My primary question is about the _GetTimeRange function. You should just ask your question here or on rt-devel. JSGantt is written by Best Practical so if a relevant engineer has time they can answer a specific question about that function. -kevin From nicolas.roosen at gmail.com Thu Jan 9 14:08:07 2014 From: nicolas.roosen at gmail.com (Nicolas Roosen) Date: Thu, 09 Jan 2014 20:08:07 +0100 Subject: [rt-users] Let customers see tickets in selfservice interface In-Reply-To: <1389284352001-56223.post@n7.nabble.com> References: <52CE94E5.1070203@gmail.com> <1389284352001-56223.post@n7.nabble.com> Message-ID: <52CEF397.6010501@gmail.com> Hello, On 09/01/2014 5:19 PM, scott.dalzell wrote: > i would create a group (Group_CompanyA) and then create a generic user for > that group that everyone in companyA could use. > > i would then assign Group_CompanyA to the queue (CompanyA) under the 'group > rights' tab. giving the group at least 'view queue' create ticket, and reply > to ticket rights > Yes this is exactly what I did before posting. > That should be enough so the generiic user of companyA can view and create > tickets for the CompanyA queue > But what if the ticket is created by another user by e-mail in the CustomerA queue? So far the tickets are NOT visible when login in the Web interface with the CustomerA's generic user. I might miss something, but so far I have no clue on what. > Also if you have a different generic user for each queue it will mean the > home page will only show tickets relating to that companies Queue > Make sense, indeed. From falcone at bestpractical.com Thu Jan 9 15:12:54 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 9 Jan 2014 15:12:54 -0500 Subject: [rt-users] Problem with HTML tags appearing in correspondence In-Reply-To: <52CECD7D.9050100@itss.co.tz> References: <20131213161017.GF2151@jibsheet.com> <20131227225555.GA4702@jibsheet.com> <52CECD7D.9050100@itss.co.tz> Message-ID: <20140109201254.GK2259@jibsheet.com> On Thu, Jan 09, 2014 at 07:25:33PM +0300, Boli wrote: > I also seem to be experiencing this after an upgrade from 4.2.0 to 4.2.1 > > I'll try to arrange a diff It would be great to see. We'd love to get to the bottom of what's going wrong for some users. -kevin > On 28/12/2013 01:55, Kevin Falcone wrote: > > On Mon, Dec 23, 2013 at 09:50:22AM +0100, Michael Polenske wrote: > >> thanks Bart for your test - I've done the same this morning, and > >> I can confirm that the problem is gone on a fresh installation > >> of RT-4.2.1. @RT: I've done backup before new installation - do > >> you want the archive for some tests ? > > > > It would be interesting to see a > > > > diff -ur upgraded-install 4.2.1-clean-install > > > > to see what was actually different between the two. > > > > Depending on the size/sensitivity of the diff, you may want to > > send it to the bug tracker instead of the list. > > > > -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 Jan 9 15:13:59 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 9 Jan 2014 15:13:59 -0500 Subject: [rt-users] Show results position in RT 4.2 In-Reply-To: References: <20140109162537.GI2259@jibsheet.com> Message-ID: <20140109201359.GL2259@jibsheet.com> On Thu, Jan 09, 2014 at 06:30:08PM +0200, Catalin Constantin wrote: > Would some quick CSS / JS trick do it ? I'm sure you could write JS to manipulate the menus, but the problem isn't so much a technical problem as it is aesthetic. How/where should the menus go so they're functional without destroying the utility of the floating ticket page menu. -kevin > On Thu, Jan 9, 2014 at 6:25 PM, Kevin Falcone <[1]falcone at bestpractical.com> wrote: > > On Thu, Jan 09, 2014 at 03:30:51PM +0200, Catalin Constantin wrote: > > Navigating through a search was quite a nice option in the older releases of RT. > > Now with 4.2: > > - show results > > - next > > - prev > > Are hidden in a 3 level drop down menu. > > Search -> Tickets -> Current Search -> Show Results > > Is there a way to get them back visible in a menu bar when displaying a ticket (from the > > search results) ? > > There is no config to move that menu. It's something that was noticed > late in the 4.2 release cycle and now can't be changed during a stable > series. Any improvement will have to come in 4.4 or as an extension. > > Suggestions for how to render it without making other parts of the > ticket page awful appreciated, especially if they're provided as > patches to Elements/Tabs so that people can play with them. -------------- 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 Thu Jan 9 16:01:16 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Thu, 09 Jan 2014 16:01:16 -0500 Subject: [rt-users] Server closed connection without sending any data back (500) Message-ID: <52CF0E1C.1070008@kickflop.net> I cannot seem to get the RT CLI to work. We are using 4.0.18. Any ideas as to what is going on? The Apache httpd logs show nothing of any use. If I use the web UI (which works fine, and we've been using it for 10+ years now), I can logout + login with the following username and password fine. The user has full create privs for the foo-help queue (it is our day-to-day queue we use all the time). ================================================================== [rt-tickets:~]$ cat .rtrc server https://rt-tickets.our.org/ user jblaine at our.org passwd mypassword queue foo-help debug 3 [rt-tickets:~]$ ================================================================== ================================================================== [rt-tickets:~]$ /rt/bin/rt create -o -t ticket set subject=foo POST https://rt-tickets.our.org//REST/1.0/show Content-Length: 281 Content-Type: multipart/form-data; boundary=xYzZY --xYzZY Content-Disposition: form-data; name="format" l --xYzZY Content-Disposition: form-data; name="id" ticket/new --xYzZY Content-Disposition: form-data; name="user" jblaine at our.org --xYzZY Content-Disposition: form-data; name="pass" mypassword --xYzZY-- 500 Server closed connection without sending any data back Content-Type: text/plain Client-Date: Thu, 09 Jan 2014 20:54:30 GMT Client-Warning: Internal response 500 Server closed connection without sending any data back rt: Server error: Server closed connection without sending any data back (500) ================================================================== From bakern at gmail.com Thu Jan 9 16:10:00 2014 From: bakern at gmail.com (Nathan Baker) Date: Thu, 9 Jan 2014 16:10:00 -0500 Subject: [rt-users] Change Subject When Resolving Message-ID: Hello Everyone, We recently noticed that if you change the subject of a ticket while you are resolving it, the change does not take effect. I've noticed this for RT 4.0.6 and 4.0.17, although I haven't been able to try it on 4.2.x yet. Can anyone confirm if this is a bug or if it's something mis-configured? Thanks, Nate -------------- next part -------------- An HTML attachment was scrubbed... URL: From tim at marchex.com Thu Jan 9 16:16:13 2014 From: tim at marchex.com (Tim Wiley) Date: Thu, 09 Jan 2014 13:16:13 -0800 Subject: [rt-users] Change Subject When Resolving In-Reply-To: References: Message-ID: <52CF119D.7020503@marchex.com> On 01/09/2014 01:10 PM, Nathan Baker wrote: > Hello Everyone, > > We recently noticed that if you change the subject of a ticket while you > are resolving it, the change does not take effect. I've noticed this > for RT 4.0.6 and 4.0.17, although I haven't been able to try it on 4.2.x > yet. Can anyone confirm if this is a bug or if it's something > mis-configured? > > Thanks, > Nate As far as I understand it, changing the subject line when resolving, commenting & replying will only set it for that transaction. To change it permanently you'll want to change it via the ticket details. From bakern at gmail.com Thu Jan 9 16:26:50 2014 From: bakern at gmail.com (Nathan Baker) Date: Thu, 9 Jan 2014 16:26:50 -0500 Subject: [rt-users] Change Subject When Resolving In-Reply-To: <52CF119D.7020503@marchex.com> References: <52CF119D.7020503@marchex.com> Message-ID: That makes sense. I might try to create a Scrip to update the ticket subject, since it would be very convenient for this particular application. Thanks! On Thu, Jan 9, 2014 at 4:16 PM, Tim Wiley wrote: > On 01/09/2014 01:10 PM, Nathan Baker wrote: > >> Hello Everyone, >> >> We recently noticed that if you change the subject of a ticket while you >> are resolving it, the change does not take effect. I've noticed this >> for RT 4.0.6 and 4.0.17, although I haven't been able to try it on 4.2.x >> yet. Can anyone confirm if this is a bug or if it's something >> mis-configured? >> >> Thanks, >> Nate >> > > As far as I understand it, changing the subject line when resolving, > commenting & replying will only set it for that transaction. To change it > permanently you'll want to change it via the ticket details. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From vaclav.ovsik at i.cz Fri Jan 10 05:45:09 2014 From: vaclav.ovsik at i.cz (=?iso-8859-1?Q?V=E1clav_Ovs=EDk?=) Date: Fri, 10 Jan 2014 11:45:09 +0100 Subject: [rt-users] Apache FastCGI and # of db connections Message-ID: <20140110104509.GA13481@bobek.localdomain> Hi, Thanks very much for Request Tracker! I have a question regarding behaviour of FastCGI processes and database connections. While preparing upgrade of RT 3.8.16 to RT 4.2.1 I noticed a change of FastCGI usage in the RT. I am using Debian Wheezy (with some packages from Jessie/Sid to satisfy dependencies) and PostgreSQL as database backend on it. I have a four instances of RT connecting to one PostgreSQL server. FastCGI processes of my old instances (3.8.16) was configured in the Apache: FastCgiServer /opt/eu/bin/mason_handler.fcgi -idle-timeout 400 -processes 9 -init-start-delay 1 FastCgiServer /opt/interni/bin/mason_handler.fcgi -idle-timeout 400 -processes 2 -init-start-delay 2 FastCgiServer /opt/nis/bin/mason_handler.fcgi -idle-timeout 400 -processes 9 -init-start-delay 2 FastCgiServer /opt/RT/bin/mason_handler.fcgi -idle-timeout 400 -processes 9 -init-start-delay 1 So I have a total number of 3 * 9 + 2 = 29 FastCGI processes and the same number of database connections: rt=# select count(*) from pg_stat_activity where usename like 'rt_%'; count ------- 29 (1 row) Note: all RT DB accounts starts with `rt_'. I have limited number of database connection on the server: rt:~# grep ^max_connections /etc/postgresql/9.1/main/postgresql.conf max_connections = 48 # (change requires restart) And this number (48) is sufficient so. During testing of RT 4.2.1 instances on the testing box with modified configuration according to web_deployment.pod I got after a while exhausted database connections. I noticed every FastCGI process forks one child (Placks default?), that delays database connection to HTTP request time, so I ended up with two times number of DB connections than before. I tried to configure one fresh instance: Options FollowSymLinks ExecCGI AllowOverride None FastCgiServer /opt/rt4-preview/sbin/rt-server.fcgi -processes 5 -idle-timeout 300 ScriptAlias /rt4 /opt/rt4-preview/sbin/rt-server.fcgi this is according to docs/web_deployment.pod I hope. During Apache startup, it is possible for a moment to see processes: \_ /usr/bin/perl -w /opt/rt4-preview/sbin/rt-server.fcgi which quickly transforms into daemonized couple: \_ perl-fcgi-pm | \_ perl-fcgi After a while the situation is (pstree): ??apache2???apache2???5*[perl-fcgi-pm???perl-fcgi] ? ? ??3*[rt-index.fcgi] ? ??5*[apache2] Till no request is handled the connections are: zito=# select count(*) from pg_stat_activity where usename like 'rt_%'; count ------- 5 (1 row) The number of connections grows during requests on web interface and ends with: zito=# select count(*) from pg_stat_activity where usename like 'rt_%'; count ------- 10 (1 row) All children processes are connected to database... Is this setup really ok? I did not study Plack too much - only look at http://search.cpan.org/~miyagawa/Plack-1.0030/lib/Plack/Handler/FCGI.pm and there is approach a bit different. One daemon is started standalone (forking to a number of processes) and Apache is configured to connect to this daemon FastCgiExternalServer /tmp/myapp.fcgi -socket /tmp/fcgi.sock But I don't know technology. Should I really increase PostgreSQL max_connections to 100 and don't bother with it? Best Regards -- Zito From aliebsch at microlaw.com Fri Jan 10 12:17:40 2014 From: aliebsch at microlaw.com (Abraham Liebsch) Date: Fri, 10 Jan 2014 09:17:40 -0800 (PST) Subject: [rt-users] Autoreply to new requestors Message-ID: <1389374260154-56239.post@n7.nabble.com> 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? -Abe -- View this message in context: http://requesttracker.8502.n7.nabble.com/Autoreply-to-new-requestors-tp56239.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ges at wingfoot.org Fri Jan 10 12:41:45 2014 From: ges at wingfoot.org (Glenn Sieb) Date: Fri, 10 Jan 2014 12:41:45 -0500 Subject: [rt-users] Autoreply to new requestors In-Reply-To: <1389374260154-56239.post@n7.nabble.com> References: <1389374260154-56239.post@n7.nabble.com> Message-ID: <52D030D9.6030109@wingfoot.org> -----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? Best, - --Glenn -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (Darwin) Comment: Using GnuPG with Thunderbird - http://www.enigmail.net/ iEYEARECAAYFAlLQMNkACgkQf5MxTDXTimFVegCfUqnGPBGfytg9wTziYNGZft4o 6pYAmgKS82cMFgwjFnn46iDubwRZ7fIw =76uH -----END PGP SIGNATURE----- From tleslein at arsalon.net Fri Jan 10 13:33:58 2014 From: tleslein at arsalon.net (Tom Leslein) Date: Fri, 10 Jan 2014 18:33:58 +0000 Subject: [rt-users] Resolve without Stealing Message-ID: I am trying to find a way to allow my Tier 1 team to resolve tickets without stealing tickets. At this point if someone works on a ticket for two days, or 1 hour, and completes the ticket, the client usually replies back with a thank you or "Yup, everything is good to go." I do not want another Tier 1 person to have to Steal the ticket to resolve it. One caveat about this request is that I know there is a permission out there, "Edit Ticket", but that gives them a lot more features which I do not want them to have. Specifically, being able to reply to any ticket even if they are not the owner. Kind of long winded but hopefully someone can help. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ALiebsch at microlaw.com Fri Jan 10 13:32:50 2014 From: ALiebsch at microlaw.com (Abraham Liebsch) Date: Fri, 10 Jan 2014 18:32:50 +0000 Subject: [rt-users] Autoreply to new requestors In-Reply-To: <52D030D9.6030109@wingfoot.org> References: <1389374260154-56239.post@n7.nabble.com> <52D030D9.6030109@wingfoot.org> Message-ID: <3ecba4f97bf043a795fd8227292eb80d@BL2PR08MB177.namprd08.prod.outlook.com> 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. -----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? Best, - --Glenn -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (Darwin) Comment: Using GnuPG with Thunderbird - http://www.enigmail.net/ iEYEARECAAYFAlLQMNkACgkQf5MxTDXTimFVegCfUqnGPBGfytg9wTziYNGZft4o 6pYAmgKS82cMFgwjFnn46iDubwRZ7fIw =76uH -----END PGP SIGNATURE----- -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 6055 bytes Desc: not available URL: From diego.andrade at stitelecom.com.br Fri Jan 10 14:53:57 2014 From: diego.andrade at stitelecom.com.br (Diego Andrade) Date: Fri, 10 Jan 2014 19:53:57 +0000 Subject: [rt-users] RT4.2.1 + Fetchmail + Office365 - MDA returned nonzero status 75 Message-ID: <5FE68EDD9BC8BC499E20B0597906DAB605DA224C@GRXPRD8010MB543.lamprd80.prod.outlook.com> Hi, I recently changed of company and was asked to set a request system. Off course I'm setting up RT4. Problem is that in this new job they use Office365 as the Mail Server. So I tryied something new to me that is the use of the Fetchmail to retrieve from the server and then deliver to RT using the mail Gateway. The problem is the MDA is returning code 75. I was looking in the history of the mailing list and other doccuments and this code is refered for several problems. None of them seems to relate with my config. May you please give a look at mail fetchmail config and LOG to tell me any ideia of what could be wrong? Thank you in advance! Request Tracker 4.2.1 over Ubuntu 13.10. root at SRV-RT:/opt/rt4/var# cat /etc/fetchmailrc set daemon 300 set no bouncemail defaults: antispam -1 batchlimit 100 nofetchall nokeep poll pod51028.outlook.com with proto IMAP port 993 username "rt at stitelecom.com.br" password xxxxxx mda "/opt/rt4/bin/rt-mailgate --url https://rt.stitelecom.local --queue General --action correspond" ssl username "rt-comment at stitelecom.com.br" password xxxxxxx mda "/opt/rt4/bin/rt-mailgate --url https://rt.stitelecom.local --queue General --action comment" ssl root at SRV-RT:/home/sti# cat /var/log/syslog Jan 10 17:11:27 SRV-RT fetchmail[29468]: Old UID list from pod51028.outlook.com: Jan 10 17:11:27 SRV-RT fetchmail[29468]: Old UID list from pod51028.outlook.com: Jan 10 17:11:27 SRV-RT fetchmail[29468]: Scratch list of UIDs: Jan 10 17:11:27 SRV-RT fetchmail[29469]: starting fetchmail 6.3.26 daemon Jan 10 17:11:27 SRV-RT fetchmail[29469]: 6.3.26 querying pod51028.outlook.com (protocol IMAP) at Fri 10 Jan 2014 05:11:27 PM BRST: poll started Jan 10 17:11:28 SRV-RT fetchmail[29469]: Trying to connect to 132.245.156.22/993...connected. Jan 10 17:11:28 SRV-RT fetchmail[29469]: Certificate chain, from root to peer, starting at depth 3: Jan 10 17:11:28 SRV-RT fetchmail[29469]: Issuer Organization: Baltimore Jan 10 17:11:28 SRV-RT fetchmail[29469]: Issuer CommonName: Baltimore CyberTrust Root Jan 10 17:11:28 SRV-RT fetchmail[29469]: Subject CommonName: Baltimore CyberTrust Root Jan 10 17:11:28 SRV-RT fetchmail[29469]: Certificate at depth 2: Jan 10 17:11:28 SRV-RT fetchmail[29469]: Issuer Organization: Baltimore Jan 10 17:11:28 SRV-RT fetchmail[29469]: Issuer CommonName: Baltimore CyberTrust Root Jan 10 17:11:28 SRV-RT fetchmail[29469]: Subject CommonName: Microsoft Internet Authority Jan 10 17:11:28 SRV-RT fetchmail[29469]: Certificate at depth 1: Jan 10 17:11:28 SRV-RT fetchmail[29469]: Unknown Organization Jan 10 17:11:28 SRV-RT fetchmail[29469]: Issuer CommonName: Microsoft Internet Authority Jan 10 17:11:28 SRV-RT fetchmail[29469]: Subject CommonName: MSIT Machine Auth CA 2 Jan 10 17:11:28 SRV-RT fetchmail[29469]: Server certificate: Jan 10 17:11:28 SRV-RT fetchmail[29469]: Unknown Organization Jan 10 17:11:28 SRV-RT fetchmail[29469]: Issuer CommonName: MSIT Machine Auth CA 2 Jan 10 17:11:28 SRV-RT fetchmail[29469]: Subject CommonName: outlook.com Jan 10 17:11:28 SRV-RT fetchmail[29469]: Subject Alternative Name: outlook.com Jan 10 17:11:28 SRV-RT fetchmail[29469]: Subject Alternative Name: *.outlook.com Jan 10 17:11:28 SRV-RT fetchmail[29469]: Subject Alternative Name: *.exchangelabs.com Jan 10 17:11:28 SRV-RT fetchmail[29469]: Subject Alternative Name: m.outlook.com Jan 10 17:11:28 SRV-RT fetchmail[29469]: Subject Alternative Name: m.exchangelabs.com Jan 10 17:11:28 SRV-RT fetchmail[29469]: pod51028.outlook.com key fingerprint: E7:48:66:D7:91:A5:5F:CA:5E:CE:27:5D:0B:10:4C:5E Jan 10 17:11:29 SRV-RT fetchmail[29469]: IMAP< * OK The Microsoft Exchange IMAP4 service is ready. [RwBSAFUAUABSAEQAOAAwADEAMQBDAEEAMAAwADMALgBsAGEAbQBwAHIAZAA4ADAALgBwAHIAbwBkAC4AbwB1AHQAbABvAG8AawAuAGMAbwBtAA==] Jan 10 17:11:29 SRV-RT fetchmail[29469]: IMAP> A0001 CAPABILITY Jan 10 17:11:29 SRV-RT fetchmail[29469]: IMAP< * CAPABILITY IMAP4 IMAP4rev1 AUTH=PLAIN UIDPLUS CHILDREN IDLE NAMESPACE LITERAL+ Jan 10 17:11:29 SRV-RT fetchmail[29469]: IMAP< A0001 OK CAPABILITY completed. Jan 10 17:11:29 SRV-RT fetchmail[29469]: Protocol identified as IMAP4 rev 1 Jan 10 17:11:29 SRV-RT fetchmail[29469]: GSSAPI error gss_inquire_cred: Unspecified GSS failure. Minor code may provide more information Jan 10 17:11:29 SRV-RT fetchmail[29469]: GSSAPI error gss_inquire_cred: Success Jan 10 17:11:29 SRV-RT fetchmail[29469]: No suitable GSSAPI credentials found. Skipping GSSAPI authentication. Jan 10 17:11:29 SRV-RT fetchmail[29469]: If you want to use GSSAPI, you need credentials first, possibly from kinit. Jan 10 17:11:29 SRV-RT fetchmail[29469]: IMAP> A0002 LOGIN "rt at stitelecom.com.br" * Jan 10 17:11:36 SRV-RT fetchmail[29469]: IMAP< A0002 OK LOGIN completed. Jan 10 17:11:36 SRV-RT fetchmail[29469]: selecting or re-polling default folder Jan 10 17:11:36 SRV-RT fetchmail[29469]: IMAP> A0003 SELECT "INBOX" Jan 10 17:11:36 SRV-RT fetchmail[29469]: IMAP< * 2 EXISTS Jan 10 17:11:36 SRV-RT fetchmail[29469]: IMAP< * 0 RECENT Jan 10 17:11:36 SRV-RT fetchmail[29469]: IMAP< * FLAGS (\Seen \Answered \Flagged \Deleted \Draft $MDNSent) Jan 10 17:11:36 SRV-RT fetchmail[29469]: IMAP< * OK [PERMANENTFLAGS (\Seen \Answered \Flagged \Deleted \Draft $MDNSent)] Permanent flags Jan 10 17:11:36 SRV-RT fetchmail[29469]: IMAP< * OK [UNSEEN 1] Is the first unseen message Jan 10 17:11:36 SRV-RT fetchmail[29469]: IMAP< * OK [UIDVALIDITY 438244] UIDVALIDITY value Jan 10 17:11:36 SRV-RT fetchmail[29469]: IMAP< * OK [UIDNEXT 6] The next unique identifier value Jan 10 17:11:36 SRV-RT fetchmail[29469]: IMAP< A0003 OK [READ-WRITE] SELECT completed. Jan 10 17:11:36 SRV-RT fetchmail[29469]: 2 messages waiting after first poll Jan 10 17:11:36 SRV-RT fetchmail[29469]: IMAP> A0004 EXPUNGE Jan 10 17:11:36 SRV-RT fetchmail[29469]: IMAP< * 2 EXISTS Jan 10 17:11:36 SRV-RT fetchmail[29469]: IMAP< A0004 OK EXPUNGE completed. Jan 10 17:11:36 SRV-RT fetchmail[29469]: 2 messages waiting after expunge Jan 10 17:11:36 SRV-RT fetchmail[29469]: IMAP> A0005 SEARCH UNSEEN Jan 10 17:11:37 SRV-RT fetchmail[29469]: IMAP< * SEARCH 1 2 Jan 10 17:11:37 SRV-RT fetchmail[29469]: 1 is unseen Jan 10 17:11:37 SRV-RT fetchmail[29469]: 2 is unseen Jan 10 17:11:37 SRV-RT fetchmail[29469]: IMAP< A0005 OK SEARCH completed. Jan 10 17:11:37 SRV-RT fetchmail[29469]: 1 is first unseen Jan 10 17:11:37 SRV-RT fetchmail[29469]: 2 messages for rt at stitelecom.com.br at pod51028.outlook.com. Jan 10 17:11:37 SRV-RT fetchmail[29469]: IMAP> A0006 FETCH 1:2 RFC822.SIZE Jan 10 17:11:37 SRV-RT fetchmail[29469]: IMAP< * 1 FETCH (RFC822.SIZE 13678) Jan 10 17:11:37 SRV-RT fetchmail[29469]: IMAP< * 2 FETCH (RFC822.SIZE 14699) Jan 10 17:11:37 SRV-RT fetchmail[29469]: IMAP< A0006 OK FETCH completed. Jan 10 17:11:37 SRV-RT fetchmail[29469]: IMAP> A0007 FETCH 1 RFC822.HEADER Jan 10 17:11:37 SRV-RT fetchmail[29469]: IMAP< * 1 FETCH (RFC822.HEADER {1326} Jan 10 17:11:37 SRV-RT fetchmail[29469]: reading message rt at stitelecom.com.br@pod51028.outlook.com:1 of 2 (1326 header octets)About to rewrite From: Diego Andrade >...#012...rewritten version is From: Diego Andrade >. Jan 10 17:11:37 SRV-RT fetchmail[29469]: About to rewrite To: RT >...#012...rewritten version is To: RT >. Jan 10 17:11:37 SRV-RT fetchmail[29469]: about to deliver with: /opt/rt4/bin/rt-mailgate --url https://rt.stitelecom.local --queue General --action correspond --verbose Jan 10 17:11:37 SRV-RT fetchmail[29469]: IMAP< ) Jan 10 17:11:38 SRV-RT fetchmail[29469]: IMAP< A0007 OK FETCH completed. Jan 10 17:11:38 SRV-RT fetchmail[29469]: IMAP> A0008 FETCH 1 BODY.PEEK[TEXT] Jan 10 17:11:38 SRV-RT fetchmail[29469]: IMAP< * 1 FETCH (BODY[TEXT] {17211} Jan 10 17:11:38 SRV-RT fetchmail[29469]: (17211 body octets) (log message incomplete) Jan 10 17:11:38 SRV-RT fetchmail[29469]: IMAP< ) Jan 10 17:11:38 SRV-RT fetchmail[29469]: IMAP< A0008 OK FETCH completed. Jan 10 17:11:38 SRV-RT fetchmail[29469]: message rt at stitelecom.com.br@pod51028.outlook.com:1 was not the expected length (18537 actual != 13678 expected) Jan 10 17:11:39 SRV-RT fetchmail[29469]: MDA returned nonzero status 75 Jan 10 17:11:39 SRV-RT fetchmail[29469]: not flushed Jan 10 17:11:39 SRV-RT fetchmail[29469]: IMAP> A0009 FETCH 2 RFC822.HEADER Jan 10 17:11:39 SRV-RT fetchmail[29469]: IMAP< * 2 FETCH (RFC822.HEADER {1337} Jan 10 17:11:39 SRV-RT fetchmail[29469]: reading message rt at stitelecom.com.br@pod51028.outlook.com:2 of 2 (1337 header octets)About to rewrite From: Diego Andrade >...#012...rewritten version is From: Diego Andrade >. Jan 10 17:11:39 SRV-RT fetchmail[29469]: About to rewrite To: RT >...#012...rewritten version is To: RT >. Jan 10 17:11:39 SRV-RT fetchmail[29469]: about to deliver with: /opt/rt4/bin/rt-mailgate --url https://rt.stitelecom.local --queue General --action correspond --verbose Jan 10 17:11:39 SRV-RT fetchmail[29469]: IMAP< ) Jan 10 17:11:39 SRV-RT fetchmail[29469]: IMAP< A0009 OK FETCH completed. Jan 10 17:11:39 SRV-RT fetchmail[29469]: IMAP> A0010 FETCH 2 BODY.PEEK[TEXT] Jan 10 17:11:39 SRV-RT fetchmail[29469]: IMAP< * 2 FETCH (BODY[TEXT] {17856} Jan 10 17:11:39 SRV-RT fetchmail[29469]: (17856 body octets) (log message incomplete) Jan 10 17:11:39 SRV-RT fetchmail[29469]: IMAP< ) Jan 10 17:11:39 SRV-RT fetchmail[29469]: IMAP< A0010 OK FETCH completed. Jan 10 17:11:39 SRV-RT fetchmail[29469]: message rt at stitelecom.com.br@pod51028.outlook.com:2 was not the expected length (19193 actual != 14699 expected) Jan 10 17:11:40 SRV-RT fetchmail[29469]: MDA returned nonzero status 75 Jan 10 17:11:40 SRV-RT fetchmail[29469]: not flushed Jan 10 17:11:40 SRV-RT fetchmail[29469]: IMAP> A0011 LOGOUT Jan 10 17:11:40 SRV-RT fetchmail[29469]: IMAP< * BYE Microsoft Exchange Server 2010 IMAP4 server signing off. Jan 10 17:11:40 SRV-RT fetchmail[29469]: IMAP< A0011 OK LOGOUT completed. Jan 10 17:11:40 SRV-RT fetchmail[29469]: 6.3.26 querying pod51028.outlook.com (protocol IMAP) at Fri 10 Jan 2014 05:11:40 PM BRST: poll completed Jan 10 17:11:40 SRV-RT fetchmail[29469]: New UID list from pod51028.outlook.com: Jan 10 17:11:40 SRV-RT fetchmail[29469]: not swapping UID lists, no UIDs seen this query Jan 10 17:11:40 SRV-RT fetchmail[29469]: 6.3.26 querying pod51028.outlook.com (protocol IMAP) at Fri 10 Jan 2014 05:11:40 PM BRST: poll started Jan 10 17:11:40 SRV-RT fetchmail[29469]: Trying to connect to 132.245.156.6/993...connected. Jan 10 17:11:41 SRV-RT fetchmail[29469]: Certificate chain, from root to peer, starting at depth 3: Jan 10 17:11:41 SRV-RT fetchmail[29469]: Issuer Organization: Baltimore Jan 10 17:11:41 SRV-RT fetchmail[29469]: Issuer CommonName: Baltimore CyberTrust Root Jan 10 17:11:41 SRV-RT fetchmail[29469]: Subject CommonName: Baltimore CyberTrust Root Jan 10 17:11:41 SRV-RT fetchmail[29469]: Certificate at depth 2: Jan 10 17:11:41 SRV-RT fetchmail[29469]: Issuer Organization: Baltimore Jan 10 17:11:41 SRV-RT fetchmail[29469]: Issuer CommonName: Baltimore CyberTrust Root Jan 10 17:11:41 SRV-RT fetchmail[29469]: Subject CommonName: Microsoft Internet Authority Jan 10 17:11:41 SRV-RT fetchmail[29469]: Certificate at depth 1: Jan 10 17:11:41 SRV-RT fetchmail[29469]: Unknown Organization Jan 10 17:11:41 SRV-RT fetchmail[29469]: Issuer CommonName: Microsoft Internet Authority Jan 10 17:11:41 SRV-RT fetchmail[29469]: Subject CommonName: MSIT Machine Auth CA 2 Jan 10 17:11:41 SRV-RT fetchmail[29469]: Server certificate: Jan 10 17:11:41 SRV-RT fetchmail[29469]: Unknown Organization Jan 10 17:11:41 SRV-RT fetchmail[29469]: Issuer CommonName: MSIT Machine Auth CA 2 Jan 10 17:11:41 SRV-RT fetchmail[29469]: Subject CommonName: outlook.com Jan 10 17:11:41 SRV-RT fetchmail[29469]: Subject Alternative Name: outlook.com Jan 10 17:11:41 SRV-RT fetchmail[29469]: Subject Alternative Name: *.outlook.com Jan 10 17:11:41 SRV-RT fetchmail[29469]: Subject Alternative Name: *.exchangelabs.com Jan 10 17:11:41 SRV-RT fetchmail[29469]: Subject Alternative Name: m.outlook.com Jan 10 17:11:41 SRV-RT fetchmail[29469]: Subject Alternative Name: m.exchangelabs.com Jan 10 17:11:41 SRV-RT fetchmail[29469]: pod51028.outlook.com key fingerprint: E7:48:66:D7:91:A5:5F:CA:5E:CE:27:5D:0B:10:4C:5E Jan 10 17:11:41 SRV-RT fetchmail[29469]: IMAP< * OK The Microsoft Exchange IMAP4 service is ready. [RwBSAFUAUABSAEQAOAAwADEAMABDAEEAMAAxADQALgBsAGEAbQBwAHIAZAA4ADAALgBwAHIAbwBkAC4AbwB1AHQAbABvAG8AawAuAGMAbwBtAA==] Jan 10 17:11:41 SRV-RT fetchmail[29469]: IMAP> A0001 CAPABILITY Jan 10 17:11:41 SRV-RT fetchmail[29469]: IMAP< * CAPABILITY IMAP4 IMAP4rev1 AUTH=PLAIN UIDPLUS CHILDREN IDLE NAMESPACE LITERAL+ Jan 10 17:11:41 SRV-RT fetchmail[29469]: IMAP< A0001 OK CAPABILITY completed. Jan 10 17:11:41 SRV-RT fetchmail[29469]: Protocol identified as IMAP4 rev 1 Jan 10 17:11:41 SRV-RT fetchmail[29469]: GSSAPI error gss_inquire_cred: Unspecified GSS failure. Minor code may provide more information Jan 10 17:11:41 SRV-RT fetchmail[29469]: GSSAPI error gss_inquire_cred: Success Jan 10 17:11:41 SRV-RT fetchmail[29469]: No suitable GSSAPI credentials found. Skipping GSSAPI authentication. Jan 10 17:11:41 SRV-RT fetchmail[29469]: If you want to use GSSAPI, you need credentials first, possibly from kinit. Jan 10 17:11:41 SRV-RT fetchmail[29469]: IMAP> A0002 LOGIN "rt-comment at stitelecom.com.br" * Jan 10 17:11:44 SRV-RT fetchmail[29469]: IMAP< A0002 NO LOGIN failed. Jan 10 17:11:44 SRV-RT fetchmail[29469]: Authorization failure on rt-comment at stitelecom.com.br@pod51028.outlook.com Jan 10 17:11:44 SRV-RT fetchmail[29469]: For help, see http://www.fetchmail.info/fetchmail-FAQ.html#R15 Jan 10 17:11:44 SRV-RT fetchmail[29469]: IMAP> A0003 LOGOUT Jan 10 17:11:44 SRV-RT fetchmail[29469]: IMAP< * BYE Microsoft Exchange Server 2010 IMAP4 server signing off. Jan 10 17:11:44 SRV-RT fetchmail[29469]: IMAP< A0003 OK LOGOUT completed. Jan 10 17:11:44 SRV-RT fetchmail[29469]: 6.3.26 querying pod51028.outlook.com (protocol IMAP) at Fri 10 Jan 2014 05:11:44 PM BRST: poll completed Jan 10 17:11:44 SRV-RT fetchmail[29469]: Merged UID list from pod51028.outlook.com: Jan 10 17:11:44 SRV-RT fetchmail[29469]: Query status=3 (AUTHFAIL) Jan 10 17:11:44 SRV-RT fetchmail[29469]: sleeping at Fri 10 Jan 2014 05:11:44 PM BRST for 300 seconds Diego Andrade - STI Telecom -------------- next part -------------- An HTML attachment was scrubbed... URL: From bakern at gmail.com Fri Jan 10 17:00:37 2014 From: bakern at gmail.com (Nathan Baker) Date: Fri, 10 Jan 2014 17:00:37 -0500 Subject: [rt-users] Resolve without Stealing In-Reply-To: References: Message-ID: Tom, We got rid of the "On Correspond Open Tickets" Scrip to avoid tickets being reopened because of those type of responses. Is that an option for you, or would you like your tickets to re-open? -Nate On Fri, Jan 10, 2014 at 1:33 PM, Tom Leslein wrote: > > > I am trying to find a way to allow my Tier 1 team to resolve tickets > without stealing tickets. > > > > At this point if someone works on a ticket for two days, or 1 hour, and > completes the ticket, the client usually replies back with a thank you or > ?Yup, everything is good to go.? > > > > I do not want another Tier 1 person to have to Steal the ticket to resolve > it. > > > > One caveat about this request is that I know there is a permission out > there, ?Edit Ticket?, but that gives them a lot more features which I do > not want them to have. Specifically, being able to reply to any ticket > even if they are not the owner. > > > > > > Kind of long winded but hopefully someone can help. > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From tleslein at arsalon.net Fri Jan 10 17:02:57 2014 From: tleslein at arsalon.net (Tom Leslein) Date: Fri, 10 Jan 2014 22:02:57 +0000 Subject: [rt-users] Resolve without Stealing In-Reply-To: References: Message-ID: Thank you, but no. Regretfully I still need to allow our clients to re-open tickets. I just need to allow my team to resolve tickets of anyone's without Stealing the ticket. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nathan Baker Sent: Friday, January 10, 2014 4:01 PM Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Resolve without Stealing Tom, We got rid of the "On Correspond Open Tickets" Scrip to avoid tickets being reopened because of those type of responses. Is that an option for you, or would you like your tickets to re-open? -Nate On Fri, Jan 10, 2014 at 1:33 PM, Tom Leslein > wrote: I am trying to find a way to allow my Tier 1 team to resolve tickets without stealing tickets. At this point if someone works on a ticket for two days, or 1 hour, and completes the ticket, the client usually replies back with a thank you or "Yup, everything is good to go." I do not want another Tier 1 person to have to Steal the ticket to resolve it. One caveat about this request is that I know there is a permission out there, "Edit Ticket", but that gives them a lot more features which I do not want them to have. Specifically, being able to reply to any ticket even if they are not the owner. Kind of long winded but hopefully someone can help. -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Fri Jan 10 19:13:28 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 10 Jan 2014 19:13:28 -0500 Subject: [rt-users] Apache FastCGI and # of db connections In-Reply-To: <20140110104509.GA13481@bobek.localdomain> References: <20140110104509.GA13481@bobek.localdomain> Message-ID: <1389399208.13488.14.camel@umgah.localdomain> On Fri, 2014-01-10 at 11:45 +0100, V?clav Ovs?k wrote: > I have a question regarding behaviour of FastCGI processes and database > connections. While preparing upgrade of RT 3.8.16 to RT 4.2.1 I noticed > a change of FastCGI usage in the RT. Thanks for bringing this to our attention. This is a bug which affects RT 4.0 and 4.2; the 4.0/fewer-active-handles branch resolves the issue. > I did not study Plack too much - only look at > http://search.cpan.org/~miyagawa/Plack-1.0030/lib/Plack/Handler/FCGI.pm > and there is approach a bit different. One daemon is started standalone > (forking to a number of processes) and Apache is configured to connect > to this daemon > FastCgiExternalServer /tmp/myapp.fcgi -socket /tmp/fcgi.sock This is a valid alternate deployment strategy, which comes with the benefit that one can restart one RT server without affecting others, by restarting its fastcgi process. However, it requires additional system configuration to ensure that these processes are started at server startup time, and so forth, which is why this is not the deployment suggested in RT's documentation, which we aim to keep as simple as possible. > Should I really increase PostgreSQL max_connections to 100 and don't > bother with it? Until a version of RT is released with the above branch, increasing the max_connections is likely your best bet. The additional connections will consume some small amount of memory each, but this is likely negligible, and will have no performance impact. - Alex From steve.hopps at gmail.com Sat Jan 11 17:10:47 2014 From: steve.hopps at gmail.com (Steven Hopps) Date: Sat, 11 Jan 2014 17:10:47 -0500 Subject: [rt-users] Using Runit and spawn-fcgi Message-ID: <52D1C167.5020709@gmail.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I am trying to use RT4 under nginx. I'm using the following command to start it: exec spawn-fcgi -n -u www-data -g www-data -a 127.0.0.1 -p 9000 -- /opt/rt4/sbin/rt-server.fcgi If I run this command from the command line, it works. However if I tell runit to execute the same command, I get bad gateway when trying to create tickets. It does allow me to login and access the website however. There's two points of weirdness I'm hoping I can get help understanding. First, why am I able to access RT but not create tickets, and second, why do I get different results using runit to execute the script than if I run the script manually at the prompt? - -- Steven Hopps || steve.hopps at gmail.com 650-762-5466 || http://www.linkedin.com/in/shopps PGP public key: http://tinyurl.com/steve-hopps -----BEGIN PGP SIGNATURE----- Version: GnuPG v2.0.20 (MingW32) Comment: Using GnuPG with Thunderbird - http://www.enigmail.net/ iQEcBAEBAgAGBQJS0cFnAAoJEMbA/4/kCJKkFQkH/0Jv7r1NrdHZNzKy9ThTRi/K /oq6IMrsW7UmKmIZCQFsdz3svoU6lAGwr3vAd1C2sIe/y7eH5heCVUQqUhchks/n N5bySDUFeU8lRwL2t2nmqwGjzDA3WhRyboKkN327swDXeA3hhpXRG+KR3GPgozVH dI3g9d9FKQ7fl1YZLtMrtu2eqmUDelrbIzNgPi1xXl0Iv4hqN4vkVCC6yfLeQwh4 2k2Tv1bme0321uPZuAqPmyLYr18QD7U3sNVMiQnBpwApikujb9ai8ANh19A1Hulu tx6LTTGUU5f6dTXY0qREcTHNPnuLdQaBl3ZIiVDSknIJXXHJpIi3SeEeZAf15fA= =Wd2k -----END PGP SIGNATURE----- From matthias.peplow at s-f.com Sun Jan 12 14:42:53 2014 From: matthias.peplow at s-f.com (Matthias Peplow) Date: Sun, 12 Jan 2014 20:42:53 +0100 Subject: [rt-users] db migration from mysql to postgres Message-ID: <5D045E12-C1B0-40C4-A796-19765285FAD2@s-f.com> Hi, I made some experiments migrating the db of my existing rt 4.21 installation from mysql to postgres. I did the following. 1. rt-validator ?check ?resolve until I got no errormessages anymore 2. rt-serializer ?clone ?page 200 ?directory /my/backup/directory 3. rt?import /my/backup/directory I found out the following: 1. rt-serializer and rt-import are not installed automatically, had to copy them from my build directory manually to the RTs sbin directory 2. the import fails, as it is expecting the .dat files not in /my/backup/directory but in /my/backup/directory//my/backup/directory adding a symbolic link works as a workarround but this seems to be a bug. Not using the ?directory switch works as well. 3. the import fails right at the beginning with DBD::Pg::st execute failed: ERROR: relation "users" does not exist LINE 1: SELECT * FROM Users WHERE LOWER(Name) = LOWER($1) Any ideas? Matthias From alexmv at bestpractical.com Sun Jan 12 15:24:49 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Sun, 12 Jan 2014 15:24:49 -0500 Subject: [rt-users] db migration from mysql to postgres In-Reply-To: <5D045E12-C1B0-40C4-A796-19765285FAD2@s-f.com> References: <5D045E12-C1B0-40C4-A796-19765285FAD2@s-f.com> Message-ID: <1389558289.22222.70.camel@umgah.localdomain> On Sun, 2014-01-12 at 20:42 +0100, Matthias Peplow wrote: > I found out the following: > > 1. rt-serializer and rt-import are not installed automatically, had to > copy them from my build directory manually to the RTs sbin directory Already fixed in 4.2.2rc1. > 2. the import fails, as it is expecting the .dat files not in > /my/backup/directory but in /my/backup/directory//my/backup/directory > > adding a symbolic link works as a workarround but this seems to be a > bug. Not using the ?directory switch works as well. Looks like a bug, yes. File it on issues.bestpractical.com? > 3. the import fails right at the beginning with > > DBD::Pg::st execute failed: ERROR: relation "users" does not exist > LINE 1: SELECT * FROM Users WHERE LOWER(Name) = LOWER($1) http://docs.bestpractical.com/rt-importer#CLONED_DATA - Alex From Carl.vanLitsenborgh at za.saabgroup.com Mon Jan 13 03:45:06 2014 From: Carl.vanLitsenborgh at za.saabgroup.com (Carl van Litsenborgh) Date: Mon, 13 Jan 2014 08:45:06 +0000 Subject: [rt-users] RT4 - Howto customize the width of the queue selection box in the top-right corner - rudder theme Message-ID: Hi, Can anyone give me some tips on how to make the queue selection box at the top-right corner slightly wider (using rudder theme) in RT 4.2.1 Tried playing around with the "topactions" class in the CSS files, but no luck. Thank you. Regards, Carl -------------- next part -------------- An HTML attachment was scrubbed... URL: From nicolas.roosen at gmail.com Mon Jan 13 05:09:36 2014 From: nicolas.roosen at gmail.com (Nicolas Roosen) Date: Mon, 13 Jan 2014 11:09:36 +0100 Subject: [rt-users] Using Runit and spawn-fcgi In-Reply-To: <52D1C167.5020709@gmail.com> References: <52D1C167.5020709@gmail.com> Message-ID: <52D3BB60.7020900@gmail.com> Hello, On 11/01/2014 11:10 PM, Steven Hopps wrote: > I am trying to use RT4 under nginx. I'm using the following command to > start it: > > exec spawn-fcgi -n -u www-data -g www-data -a 127.0.0.1 -p 9000 -- > /opt/rt4/sbin/rt-server.fcgi > > If I run this command from the command line, it works. However if I > tell runit to execute the same command, I get bad gateway when trying > to create tickets. It does allow me to login and access the website > however. > On our system we are using an init script (etc/init.d/rt4) which does the following to start RT4: RTPATH="/opt/rt4/" RTUSER=www-data SOCKET_FILE=/opt/rt4/var/nginx/fcgi.sock # if you want to use a IP connection instead, please modify the su line to start it with -p or --port option instead of the --socket one. PID_FILE=/opt/rt4/var/nginx/fastcgi.pid case $1 in start) echo -n "Starting RT: " cd $RTPATH export FCGI_SOCKET_PATH RTUSER_GROUP="`id -gn $RTUSER 2>/dev/null`" if [ -n "$RTUSER_GROUP" ] then touch $PID_FILE $SOCKET_FILE; chown $RTUSER:$RTUSER_GROUP $PID_FILE $SOCKET_FILE fi su $RTUSER -c "/opt/rt4/sbin/rt-server.fcgi --pidfile=$PID_FILE --socket=$SOCKET_FILE 2> /dev/null" & echo "Started." ;; > There's two points of weirdness I'm hoping I can get help > understanding. First, why am I able to access RT but not create > tickets, and second, why do I get different results using runit to > execute the script than if I run the script manually at the prompt? > > Nicolas From vaclav.ovsik at i.cz Mon Jan 13 05:42:11 2014 From: vaclav.ovsik at i.cz (=?iso-8859-1?Q?V=E1clav_Ovs=EDk?=) Date: Mon, 13 Jan 2014 11:42:11 +0100 Subject: [rt-users] Apache FastCGI and # of db connections In-Reply-To: <1389399208.13488.14.camel@umgah.localdomain> References: <20140110104509.GA13481@bobek.localdomain> <1389399208.13488.14.camel@umgah.localdomain> Message-ID: <20140113104211.GA21129@bobek.localdomain> On Fri, Jan 10, 2014 at 07:13:28PM -0500, Alex Vandiver wrote: > On Fri, 2014-01-10 at 11:45 +0100, V?clav Ovs?k wrote: > > I have a question regarding behaviour of FastCGI processes and database > > connections. While preparing upgrade of RT 3.8.16 to RT 4.2.1 I noticed > > a change of FastCGI usage in the RT. > > Thanks for bringing this to our attention. This is a bug which affects > RT 4.0 and 4.2; the 4.0/fewer-active-handles branch resolves the issue. I have applied changes from your new branch and database handles are OK now. > > I did not study Plack too much - only look at > > http://search.cpan.org/~miyagawa/Plack-1.0030/lib/Plack/Handler/FCGI.pm > > and there is approach a bit different. One daemon is started standalone > > (forking to a number of processes) and Apache is configured to connect > > to this daemon > > FastCgiExternalServer /tmp/myapp.fcgi -socket /tmp/fcgi.sock > > This is a valid alternate deployment strategy, which comes with the > benefit that one can restart one RT server without affecting others, by > restarting its fastcgi process. However, it requires additional system > configuration to ensure that these processes are started at server > startup time, and so forth, which is why this is not the deployment > suggested in RT's documentation, which we aim to keep as simple as > possible. I understand it. > > Should I really increase PostgreSQL max_connections to 100 and don't > > bother with it? > > Until a version of RT is released with the above branch, increasing the > max_connections is likely your best bet. The additional connections > will consume some small amount of memory each, but this is likely > negligible, and will have no performance impact. > - Alex I have GIT versioned installed RT files, so no problem to apply some changes directly into installed RT instances. Thanks for quick response and good job! Best Regards -- Zito From andrius.kulbis at ktu.lt Mon Jan 13 08:55:26 2014 From: andrius.kulbis at ktu.lt (andriuss) Date: Mon, 13 Jan 2014 05:55:26 -0800 (PST) Subject: [rt-users] REST mail-gateway using 100% cpu Message-ID: <1389621326745-56255.post@n7.nabble.com> Hello, I got this process im my apache POST //REST/1.0/NoAuth/mail-gateway HTTP/1.1 It hangs there until I kill it manualy, because it takes 100% of server cpu. Is the any way to fix it, cause I don't understand the reason why it behaves so. -- View this message in context: http://requesttracker.8502.n7.nabble.com/REST-mail-gateway-using-100-cpu-tp56255.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From osipov.i at gmail.com Mon Jan 13 09:45:51 2014 From: osipov.i at gmail.com (Ivan Osipov) Date: Mon, 13 Jan 2014 18:45:51 +0400 Subject: [rt-users] How to notify owner about their responses? Message-ID: <52D3FC1F.7040606@gmail.com> Hello all. Now I'm using scrip "On Correspond" -> "Notify Owner and AdminCcs", but when ticket owner reply to customer he does not receive email about their response. When other RT user send reply to customer (without assigning), then owner receive email about other RT user reply to customer. How I can notify owner about their responses? -- Best regards, Ivan Osipov From b.maciejewski at agriplus.pl Mon Jan 13 09:47:47 2014 From: b.maciejewski at agriplus.pl (Bartosz Maciejewski) Date: Mon, 13 Jan 2014 15:47:47 +0100 Subject: [rt-users] How to notify owner about their responses? In-Reply-To: <52D3FC1F.7040606@gmail.com> References: <52D3FC1F.7040606@gmail.com> Message-ID: <52D3FC93.4020300@agriplus.pl> You can use NotifyActor in RT_StiteConfig W dniu 2014-01-13 15:45, Ivan Osipov pisze: > Hello all. > > Now I'm using scrip "On Correspond" -> "Notify Owner and AdminCcs", > but when ticket owner reply to customer he does not receive email > about their response. > > When other RT user send reply to customer (without assigning), then > owner receive email about other RT user reply to customer. > > How I can notify owner about their responses? > -------------- next part -------------- An HTML attachment was scrubbed... URL: From matthias.peplow at s-f.com Mon Jan 13 10:10:53 2014 From: matthias.peplow at s-f.com (Matthias Peplow) Date: Mon, 13 Jan 2014 16:10:53 +0100 Subject: [rt-users] db migration from mysql to postgres In-Reply-To: <1389558289.22222.70.camel@umgah.localdomain> References: <5D045E12-C1B0-40C4-A796-19765285FAD2@s-f.com> <1389558289.22222.70.camel@umgah.localdomain> Message-ID: <096FB742-7046-4942-9F53-EE0EA7D2F4EF@s-f.com> Hi, thanks for the quick response, after sbin/rt-setup-database --action create,schema,acl --prompt-for-dba-password the import went flawlessly, Matthias Am 12.01.2014 um 21:24 schrieb Alex Vandiver : > On Sun, 2014-01-12 at 20:42 +0100, Matthias Peplow wrote: >> I found out the following: >> >> 1. rt-serializer and rt-import are not installed automatically, had to >> copy them from my build directory manually to the RTs sbin directory > > Already fixed in 4.2.2rc1. > >> 2. the import fails, as it is expecting the .dat files not in >> /my/backup/directory but in /my/backup/directory//my/backup/directory >> >> adding a symbolic link works as a workarround but this seems to be a >> bug. Not using the ?directory switch works as well. > > Looks like a bug, yes. File it on issues.bestpractical.com? > >> 3. the import fails right at the beginning with >> >> DBD::Pg::st execute failed: ERROR: relation "users" does not exist >> LINE 1: SELECT * FROM Users WHERE LOWER(Name) = LOWER($1) > > http://docs.bestpractical.com/rt-importer#CLONED_DATA > > - Alex > From al at efficientip.com Mon Jan 13 12:24:31 2014 From: al at efficientip.com (Alexandre LEPREVOST) Date: Mon, 13 Jan 2014 18:24:31 +0100 Subject: [rt-users] Question arround scrip and custom condition on comment Message-ID: Hello everyone I'm wondering how to do something simple. I would like to call a script not "on" comment but after the comment insert in the database. Actually this is my condition : return 0 unless $self->TransactionObj->Type eq "Comment"; return 1; But the script is called when I click "on comment", how about after the comment insert in the database ? (with all the transaction done). Thank you very much Kind regards / Cordialement *Alexandre Leprevost* Project Engineer / Delivery Team 4 rue de l?Abreuvoir 92 400 Courbevoie France al at efficientip.com Tel : +33 (0)1 75 84 88 98 Fax : +33 (0)9 57 88 09 40 www.efficientip.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jriden at cmhshare.org Mon Jan 13 15:34:15 2014 From: jriden at cmhshare.org (Joshua Riden) Date: Mon, 13 Jan 2014 12:34:15 -0800 Subject: [rt-users] Using Fetchmail to pipe mail into RT. Message-ID: Hi, I am installing Request Tracker 4.2 on CentOS 6.5 with Perl, Apache, and MySQL. I am using Fetchmail as the MDA, and Postfix as the MTA. Google apps is being used as our main email system. So far I have resolved all dependencies and initialized the database and got the website going. I can log on as root and navigate the RT site just fine from another workstation. I had to follow the official documentation and do some wiki reading and intensive googling to get me where I am at now. I need some clear cut instructions on how to successfully pipe emails into RT. Is the /etc/aliases list required? Or can I just use ./fetchmailrc by itself? /etc/default/fetchmail is not created by default. How can I manually pipe emails into my RT instance? What syntax would I use for that? I googled around and could not find anything about that. Here is what my fetchmailrc configuration file looks like.. set daemon 30; poll pop.gmail.com proto pop3 username "jriden at cmhshare.org" password "mypassword" mda "/usr/bin/perl /opt/rt4/bin/rt-mailgate --url https://localhost/ \ --queue general --action correspond" keep ssl Question: at --url https://localhost/ <--is that supposed to be the FQDN or leave it as localhost? I can fetch email's from an external email server (Gmail) with success using fetchmail. However, nothing is appearing in the queue's on the RT site. The queue's name is the same name in the ./fetchmailrc config which is 'general'. I have viewed all the official documentation on the Best Practical site as well as the wiki and still no luck. I have been battling to get the email part working for 4 days now. If you need any extra information I will be happy to provide it. Thanks in advance and I look forward to your assistance. -- *Joshua Riden* *Operations Support TechnicianInformation Services * *Comprehensive Life Resources* *Email: **jriden at cmhshare.org* *Desk: x5844* *Mobile: **(253) 355-9877* -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Mon Jan 13 17:24:59 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 13 Jan 2014 17:24:59 -0500 Subject: [rt-users] [rt-announce] RT 4.0.19 released Message-ID: <1389651899.22222.113.camel@umgah.localdomain> RT 4.0.19 -- 2014-01-13 ----------------------- We are pleased to announce RT 4.0.19 is now available. http://download.bestpractical.com/pub/rt/release/rt-4.0.19.tar.gz http://download.bestpractical.com/pub/rt/release/rt-4.0.19.tar.gz.sig SHA1 sums ce7bae429ed56603fef9e7a46d976d1ea9ed1e14 rt-4.0.19.tar.gz fefb23bb549f94e65e803de295e747f143384557 rt-4.0.19.tar.gz.sig This release is primarily a bugfix release; of particular note is that it contains schema changes for MySQL, the first notable such in the 4.0 series. Though the changes are limited, it is especially important to take, and verify you can recover from, a database backup prior to upgrading. Other changes of note: Documentation * Add documentation for rt-crontool * Clean up examples in Lifecycles documentation * Document additional indexes that increase performance of Shredder * Replace a suggested GnuPG option with one which is not deprecated * Note that errors reported from the GnuPG infrastructure may be caused by GnuPG not being configured, but having been automatically enabled. Database * On MySQL, alter the character set of all columns used to store email addresses to UTF-8 * Ensure that invalid byte sequences that may have snuck into the database previously (on earlier versions on MySQL, for instance) are not blindly interpreted as UTF-8 when retrieved from the database. As a result, invalid bytes will be returned from the API as the four characters "\xHH", where HH is the hexadecimal encoding of the byte. * Ensure that all data containing non-ASCII is quoted-printable encoded for PostgreSQL, instead of merely all data not claiming to be "text/plain" * Additional warnings prevention on Oracle; tests now pass cleanly * Allow fully-automated database upgrades using --upgrade-from and --upgrade-to options to rt-setup-database * Clean out any remaining traces of RTFM that lingered in custom fields and custom field values that were disabled at the time of the previous upgrade step. * Bullet-proof a 3.8 -> 4.0 upgrade step for Scrips with no Condition Email * Set a transfer encoding on outgoing dashboards; this resolves issues with long lines when using the Sendmail MTA. * Cope with mangled and overly-quoted recipient headers occasionally generated by Outlook. General user UI * When using the back button to return to a reply page with the rich text editor, contents will no longer be doubly HTML-encoded * Improve rendering on Internet Explorer 6 * Fix cascaded custom fields on Internet Explorer 8 and below. * Support cascaded selects for all Select render types (dropdown, select box, radio buttons, checkboxes) * Minor rendering bugs with Charts placed on homepages and dashboards * Add "mark as seen" functionality to SelfService ticket display pages * Link the ModifyPeople page when the user has Watch or WatchAsAdminCc * Whitelist "show outgoing email" and chart results from CSRF protection * RT 4.0.7 introduced a performance regression when building ticket searches that query Links; switch back to a much better-indexed query. * Fix "Clone ticket" functionality with Select-multiple custom fields. * Show the queue ID for the current queue in the ticket edit page, even if the user does not have SeeQueue; this prevents the user from accidentally changing the queue. Query Builder * Support CF.Foo in addition to CF.{Foo} and '__CF.{Foo}__' in format strings. This follows the trend of allowing brace-less forms whenever possible. * Ensure that format strings from the Query Builder escape quotes correctly, and correctly parse existing formats with quotes. * Autocomplete CF values for custom fields of type "Autocomplete" in the Query Builder. * Warnings avoidance for searches with more than 1000 results. Admin * Fix real-time updating of Theme CSS on Internet Explorer 8 and below * Fix a minor display bug in the CF Admin pages, where the queue number instead of queue name would be displayed in requests shortly after server startup. * Add "Extra Info" as a possible field for "More About Requestor" iCal * Ensure that iCal dates are formatted with a leading space on the first nine days of each month, for correctness. * Show iCal dates (when omitting times) in the user's timezone, not UTC REST * Prevent a server error when attempting to guess content-type in the REST interface. Development * Custom Action and Condition packages (as supplied by extensions; these are not the text entry boxes in the UI) are now loaded at server startup time, to catch compile-time errors in such classes early as well as reducing RT's memory footprint on mod_perl. Previously, these errors would have logged errors only when their Scrip failed to fire. This restores the behavior found in RT 3.8, which was mistakenly removed in RT 4.0.0. * rt-dump-metadata has slightly more documentation and options * Additional callbacks, including in charts, and on ticket reply pages * Show customized rights under their appropriate categories * Remove an unused Makefile target * Ensure that RT::Template->Create returns (result,message) and not simply result A complete changelog is available from git by running: git log rt-4.0.18..rt-4.0.19 or visiting https://github.com/bestpractical/rt/compare/rt-4.0.18...rt-4.0.19 _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From alexmv at bestpractical.com Mon Jan 13 17:26:17 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 13 Jan 2014 17:26:17 -0500 Subject: [rt-users] [rt-announce] RT 4.2.2 released Message-ID: <1389651977.22222.114.camel@umgah.localdomain> RT 4.2.2 -- 2014-01-13 ---------------------- We are pleased to announce that RT 4.2.2 is now available. http://download.bestpractical.com/pub/rt/release/rt-4.2.2.tar.gz http://download.bestpractical.com/pub/rt/release/rt-4.2.2.tar.gz.asc SHA1 sums 72faa454a02240cf21a94633b880e2158325efa1 rt-4.2.2.tar.gz e45c6d244cd0b8e5c5cec57f4ceb8207d6a2ed81 rt-4.2.2.tar.gz.asc This release is primarily a bugfix release; of particular note is that it contains schema changes for MySQL. Though the changes are limited, it is especially important to take, and verify you can recover from, a database backup prior to upgrading. Also notable is that this release fixes a bug in 4.2.0 and 4.2.1 where failures of the HTML-to-text conversion would silently cause mail to fail to be sent. When using the rich text editor, RT will also now quote the the HTML parts of email, and not simply their text equivalents. Other changes include: Documentation * Wording fixes in Shredder * Clean up examples in Lifecycles documentation * Document additional indexes that increase performance of Shredder * Replace a suggested GnuPG option with one which is not deprecated * Note that errors reported from the GnuPG infrastructure may be caused by GnuPG not being configured, but having been automatically enabled. Database * Ensure that even disabled scrips get the same id-to-name change that other scrips got during the 4.0 -> 4.2 upgrade. * On MySQL, alter the character set of all columns used to store email addresses to UTF-8 * Ensure that invalid byte sequences that may have snuck into the database previously (on earlier versions on MySQL, for instance) are not blindly interpreted as UTF-8 when retrieved from the database. As a result, invalid bytes will be returned from the API as the four characters "\xHH", where HH is the hexadecimal encoding of the byte. * Ensure that all data containing non-ASCII is quoted-printable encoded for PostgreSQL, instead of merely all data not claiming to be "text/plain" * Additional warnings prevention on Oracle; tests now pass cleanly * Allow fully-automated database upgrades using --upgrade-from and --upgrade-to options to rt-setup-database * Clean out any remaining traces of RTFM that lingered in custom fields and custom field values that were disabled at the time of the previous upgrade step. * Bullet-proof a 3.8 -> 4.0 upgrade step for Scrips with no Condition Serializer/importer * Install rt-serializer and rt-importer into sbin/ * Ensure that incremental upgrade steps only run on incremental serializations, not all exports * Fix a runtime error in the incremental upgrade path to 4.2 * Ensure that inflated Users and Groups are created with the same id as their Principal * Disable in-memory record caching when serializing and importing to improve performance * Only search non-Disabled custom fields when looking up BasedOn in initialdata files * Set up logging properly; warnings are now displayed during serialization and importing Email * Don't die if HTML -> text conversion throws an error, which would silently prevent outgoing mail from being sent. Instead, fall back to just sending text/html with no text/plain * Replying to an HTML mail with the rich text editor will now quote the HTML part, not the equivalent text version. * Set a transfer encoding on outgoing dashboards; this resolves issues with long lines when using the Sendmail MTA. * Cope with mangled and overly-quoted recipient headers occasionally generated by Outlook. General user UI * Stop localizing custom field names, for consistency * Show a useful error on "show outgoing mail" if the user has no rights to see the page, rather than displaying an empty page. * Adjust UI to not block header on "show outgoing email" page * Hide the Take and Steal menu items if you already own the ticket, closing a regression in 4.2.0 and above. * Autocompletion custom fields now properly autocomplete when placed in custom field groupings * Improve rendering on Internet Explorer 6 * Fix cascaded custom fields on Internet Explorer 8 and below. * Fix third-level cascading custom fields, broken in 4.2.1 * Minor rendering bugs with Charts placed on homepages and dashboards * Whitelist "show outgoing email" and chart results from CSRF protection * RT 4.0.7 introduced a performance regression when building ticket searches that query Links; switch back to a much better-indexed query. * Fix "Clone ticket" functionality with Select-multiple custom fields. * Show the queue ID for the current queue in the ticket edit page, even if the user does not have SeeQueue; this prevents the user from accidentally changing the queue. * Respect custom field groupings on user preferences page Query Builder * Warnings avoidance for searches with more than 1000 results. * Allow IS NULL to search for dates which are unset * Properly quote CF names containing non-ASCII characters in query builder, broken since 4.2.0 * Add "UpdatedBy" TicketSQL limit Admin * Correct a package load order problem which prevented the web installer from working since 4.2.0 * Report the correct setting name in rt-validate-aliases * Fix real-time updating of Theme CSS on Internet Explorer 8 and below * Fix a minor display bug in the CF Admin pages, where the queue number instead of queue name would be displayed in requests shortly after server startup. * Add "Extra Info" as a possible field for "More About Requestor" REST * Allow searching for users, queues, and groups in REST * Prevent a server error when attempting to guess content-type in the REST interface. Development * Allow running tests with an explicit set of plugins enabled. * Custom Action and Condition packages (as supplied by extensions; these are not the text entry boxes in the UI) are now loaded at server startup time, to catch compile-time errors in such classes early as well as reducing RT's memory footprint on mod_perl. Previously, these errors would have logged errors only when their Scrip failed to fire. This restores the behavior found in RT 3.8, which was mistakenly removed in RT 4.0.0. * Additional callbacks, including in charts, and on ticket reply pages * Remove an unused Makefile target A complete changelog is available from git by running: git log rt-4.2.1..rt-4.2.2 or visiting https://github.com/bestpractical/rt/compare/rt-4.2.1...rt-4.2.2 _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From mathew.snyder at gmail.com Tue Jan 14 01:48:19 2014 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Mon, 13 Jan 2014 20:48:19 -1000 Subject: [rt-users] RT 4.2.1 not creating new, internal users Message-ID: I've just stood up a new RT instance using AD authentication. This works and as a new user logs in an RT user is created and added to the Privileged group ($AutoCreate,{Privileged=>1}) I'm trying to test RT and Postfix via telnet. Postfix is receiving the email, but I'm getting a couple errors. >From /var/log/maillog: Jan 14 01:41:02 zen-rt postfix/local[10173]: 5F44F808B3: to=, relay=local, delay=2249, delays=2243/5/0/0.11, dsn=4.3.0, status=deferred (temporary failure. Command output: HTTP request failed: 500 No Host option provided. Your webserver logs may have more information or there may be a network problem. ) >From /var/log/httpd/error_log: [9561] [Tue Jan 14 05:52:47 2014] [warning]: Use of uninitialized value $NewSubject in scalar chomp at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 1330. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1330) [9561] [Tue Jan 14 05:52:47 2014] [error]: Couldn't parse or find sender's address (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:74) [9561] [Tue Jan 14 05:52:47 2014] [error]: Could not record email: Could not load a valid user (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) [9561] [Tue Jan 14 05:55:49 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 (root at example.com). You might need to grant 'Everyone' the right 'CreateTicket' for the queue general. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245) [9561] [Tue Jan 14 05:55:50 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) [9561] [Tue Jan 14 05:55:50 2014] [error]: Could not record email: Could not load a valid user (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) I have granted the CreateTicket right to the Everyone group. I have the $AutoCreateNonExternalUsers option set to 1. From what I understand this should create users who are not AD authenticated. Perhaps I'm wrong about this. Is there another option I should be using instead of or in addition to this one? -Mathew "When you do things right, people won't be sure you've done anything at all." - God; Futurama "We'll get along much better once you accept that you're wrong and neither am I." - Me -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at pgs-info.de Tue Jan 14 07:13:15 2014 From: lists at pgs-info.de (Patrick G. Stoesser) Date: Tue, 14 Jan 2014 13:13:15 +0100 Subject: [rt-users] Modifying Update.html? Message-ID: <52D529DB.6090504@pgs-info.de> Hello there, I'm stuck trying to customize RT. Normally, when updating a ticket with a response (Update.html?Action=Respond), the test input field is red. This is a warning for the user that the response will be sent out to the customer (unlike when just commenting). Now what I want to do is to display an explicit warning like "Caution! This message will be sent to the customer" to be displayed above the text input filed. So, I need to modify update.html, using the local directory. My Problem: I just can't figure where I need to put my warning message code. Does anyone has an idea? Thanks in advance and kind regards, Patrick From jvdwege at xs4all.nl Tue Jan 14 07:39:02 2014 From: jvdwege at xs4all.nl (Joop) Date: Tue, 14 Jan 2014 13:39:02 +0100 Subject: [rt-users] Modifying Update.html? In-Reply-To: <52D529DB.6090504@pgs-info.de> References: <52D529DB.6090504@pgs-info.de> Message-ID: <52D52FE6.2020206@xs4all.nl> On 14-1-2014 13:13, Patrick G. Stoesser wrote: > Hello there, > > I'm stuck trying to customize RT. > > Normally, when updating a ticket with a response > (Update.html?Action=Respond), the test input field is red. This is a > warning for the user that the response will be sent out to the > customer (unlike when just commenting). > > Now what I want to do is to display an explicit warning like "Caution! > This message will be sent to the customer" to be displayed above the > text input filed. So, I need to modify update.html, using the local > directory. > Assuming you're using RT-4.0.x, will probably true for 4.2 too, don't know for 3.8. There is a BeforeMessageBox callback that you can use to add your warning. Make a /opt/rt4/local/html/Callbacks/Yourdir/Tickets/Update.html/BeforeMessageBox file and add your code there. Stop your webserver, clean the mason_cache, start your webserver and your text should appear on the update page. Joop From diego.andrade at stitelecom.com.br Tue Jan 14 09:59:27 2014 From: diego.andrade at stitelecom.com.br (Diego Andrade) Date: Tue, 14 Jan 2014 14:59:27 +0000 Subject: [rt-users] RES: Using Fetchmail to pipe mail into RT. In-Reply-To: References: Message-ID: <5FE68EDD9BC8BC499E20B0597906DAB60603A82B@GRXPRD8010MB543.lamprd80.prod.outlook.com> I have recently set a similar scenario and its working well... I use Ubuntu with Postfix for relay mail to Office365 and Fetchmail for retrieving the mail. The tip I can give you is, to be able to open tickets by mail without users registered in RT you shall give Create Ticket and Respond to Ticket for everyone group in the RT interface. >Question: at --url https://localhost/ <--is that supposed to be the FQDN or leave it as localhost? I used the FQDN and its working well. Even in my first stage test enviroment I used it by seting the hostname in the /etc/hosts file. >I can fetch email's from an external email server (Gmail) with success using fetchmail. However, nothing is appearing in the queue's on the RT site. The queue's name is the same name in the ./fetchmailrc config >which is 'general'. The tip I can give you is, to be able to open tickets by mail without users registered in RT you shall give Create Ticket and Respond to Ticket for everyone group in the RT interface. I struggled for days with the problem that I set apache to redirect HTTP request to HTTPS... so the Mailgateway didnt work. When I reconfigured apache to use HTTP too it worked well. What you should do is to set verbose in the fetchmailrc and post the log here... with the fetchmail configuration also... would be easier to help you. De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Joshua Riden Enviada em: segunda-feira, 13 de janeiro de 2014 18:34 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] Using Fetchmail to pipe mail into RT. Hi, I am installing Request Tracker 4.2 on CentOS 6.5 with Perl, Apache, and MySQL. I am using Fetchmail as the MDA, and Postfix as the MTA. Google apps is being used as our main email system. So far I have resolved all dependencies and initialized the database and got the website going. I can log on as root and navigate the RT site just fine from another workstation. I had to follow the official documentation and do some wiki reading and intensive googling to get me where I am at now. I need some clear cut instructions on how to successfully pipe emails into RT. Is the /etc/aliases list required? Or can I just use ./fetchmailrc by itself? /etc/default/fetchmail is not created by default. How can I manually pipe emails into my RT instance? What syntax would I use for that? I googled around and could not find anything about that. Here is what my fetchmailrc configuration file looks like.. set daemon 30; poll pop.gmail.com proto pop3 username "jriden at cmhshare.org" password "mypassword" mda "/usr/bin/perl /opt/rt4/bin/rt-mailgate --url https://localhost/ \ --queue general --action correspond" keep ssl Question: at --url https://localhost/ <--is that supposed to be the FQDN or leave it as localhost? I can fetch email's from an external email server (Gmail) with success using fetchmail. However, nothing is appearing in the queue's on the RT site. The queue's name is the same name in the ./fetchmailrc config which is 'general'. I have viewed all the official documentation on the Best Practical site as well as the wiki and still no luck. I have been battling to get the email part working for 4 days now. If you need any extra information I will be happy to provide it. Thanks in advance and I look forward to your assistance. -- Joshua Riden Operations Support Technician Information Services Comprehensive Life Resources Email: jriden at cmhshare.org Desk: x5844 Mobile: (253) 355-9877 -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at iweb.com Tue Jan 14 11:50:42 2014 From: lstewart at iweb.com (Landon Stewart) Date: Tue, 14 Jan 2014 08:50:42 -0800 Subject: [rt-users] Using Fetchmail to pipe mail into RT. In-Reply-To: References: Message-ID: On 13 January 2014 16:30, Joshua Riden wrote: > Landon, > > Thank you so much Landon for your help. I appreciate it a lot! : ) > > Now just a few questions.. > > Where is the mailserver log that pertains to fetchmail? > /var/logs/mailserver ? > fetchmail logging has to be turned on like this in .fetchmailrc: defaults: batchlimit 100 set logfile /home/username/fetchmail.log > So when you say I should send to RT from a real email address, you mean > from my /etc/aliases file? > I mean from a real email address so that bounces will come back to you if there are any. > How would I check for bounces that I would receive back? > You would check your mail. > How would I manually pipe the mail into RT ? Is there a command that I can > use? > If you had an email in a file in all its original glory you could pipe it easily using cat. # cat emailfile.eml | rt-mailgate -- 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 bakern at gmail.com Tue Jan 14 13:43:59 2014 From: bakern at gmail.com (Nathan Baker) Date: Tue, 14 Jan 2014 13:43:59 -0500 Subject: [rt-users] Apache Threads hanging & not gracefully exiting Message-ID: Hello everyone, I currently have an instance of RT 4.0.17 running that we're using for processing incoming faxes. The faxes come in as attachments, and I have some customizations to allow our staff to process these attachments (PDFs) faster. Everything seems to work great for a while, and the memory usage gradually increases, and eventually all of the Apache threads (using event mpm) are stuck in the "W" state (sending reply). If I try to gracefully restart apache, all of those threads are stuck in the "G" state (gracefully finishing). Those threads will never exit unless I kill the processes manually. My guess would be that one of my customizations are causing this, but does anyone have any tips for how to find out what the problem is? I tried this: http://perl.apache.org/docs/general/control/control.html#All_RAM_Consumed And all I get is some "No object mapping for field::Name" warnings when people login (we are using the ExternalAuth module for Active Directory integration). I also came across these two things saying to try adding the PERL_DESTRUCT_LEVEL environment variable to avoid the perl_destruct() call before exiting, and that could let the threads exit. Is this safe to try with RT? Here's a brief list of what was customized: - ExternalAuth module using Active Directory - modified Ticket/Elements/ShowAttachments (locally) to show PDF attachment preview - using Callbacks/AddAttachmentsColumn/Elements/RT__Ticket/ColumnMap/Default callback to add "Attachments" column to dashboard for quickly viewing attachments without going into ticket - custom Scrip that uses Filesys::SmbClient to copy attachments to the user's computer when they "Take" the ticket I would be happy to share any of the custom code, I just want to make sure nothing is wrong with it before posting it to the Wiki. Any tip on troubleshooting this would be greatly appreciated! Thanks, Nate -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathew.snyder at gmail.com Tue Jan 14 18:03:37 2014 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Tue, 14 Jan 2014 13:03:37 -1000 Subject: [rt-users] Postfix: No host option provided Message-ID: I'm trying to test postfix locally by sending email via local telnet to RT. At the moment I have no relay host configured since I'm attempting to use local user accounts as the source address. I'm getting the following from /var/log/mailllog: ...status=deferred (temporary failure. Command output: HTTP request failed: 500 No Host option provided. Your webserver logs may have more information or there may be a network problem. ) Anyone have any experience with this particular issue? -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 tomw at msc.qld.gov.au Tue Jan 14 18:36:09 2014 From: tomw at msc.qld.gov.au (Wardrop) Date: Tue, 14 Jan 2014 15:36:09 -0800 (PST) Subject: [rt-users] Show Stalled Tickets in Quick Search Message-ID: <1389742569899-56276.post@n7.nabble.com> Hi, I'm wondering how I would go about adding a "stalled" tickets column to the Quick Search display on the dashboard. I've done a Google, but a lot of the information seems to pertain to older versions of RT. I'm on RT 4.2.2. I've looked at ./share/html/Elements/Quicksearch expecting to find some clues, but alas, nothing. Can anyone point me in the right direction or just tell me how to it? Cheers, Tom -- View this message in context: http://requesttracker.8502.n7.nabble.com/Show-Stalled-Tickets-in-Quick-Search-tp56276.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jriden at cmhshare.org Tue Jan 14 22:08:53 2014 From: jriden at cmhshare.org (Joshua Riden) Date: Tue, 14 Jan 2014 19:08:53 -0800 Subject: [rt-users] Using Fetchmail to pipe mail into RT. In-Reply-To: References: Message-ID: To manually pipe an email to RT. I would # cat emailfile.eml | rt-mailgate Usually the mail ends up going to /var/spool/mail/user None of them as the .eml extension. When I tried to pipe a test text file I would receive the following error.. cat: -bash: rt-mailgate: command not found On Tue, Jan 14, 2014 at 8:50 AM, Landon Stewart wrote: > On 13 January 2014 16:30, Joshua Riden wrote: > >> Landon, >> >> Thank you so much Landon for your help. I appreciate it a lot! : ) >> >> Now just a few questions.. >> >> Where is the mailserver log that pertains to fetchmail? >> /var/logs/mailserver ? >> > > fetchmail logging has to be turned on like this in .fetchmailrc: > > defaults: > batchlimit 100 > set logfile /home/username/fetchmail.log > > >> So when you say I should send to RT from a real email address, you >> mean from my /etc/aliases file? >> > > I mean from a real email address so that bounces will come back to you if > there are any. > > >> How would I check for bounces that I would receive back? >> > > You would check your mail. > > >> How would I manually pipe the mail into RT ? Is there a command that I >> can use? >> > > If you had an email in a file in all its original glory you could pipe it > easily using cat. > > # cat emailfile.eml | rt-mailgate > > -- > 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 > > > -- *Joshua Riden* *Operations Support TechnicianInformation Services * *Comprehensive Life Resources* *Email: **jriden at cmhshare.org* *Desk: x5844* *Mobile: **(253) 355-9877* -------------- next part -------------- An HTML attachment was scrubbed... URL: From guadagnino.cristiano at creval.it Wed Jan 15 06:46:21 2014 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Wed, 15 Jan 2014 11:46:21 +0000 Subject: [rt-users] Show Stalled Tickets in Quick Search In-Reply-To: <1389742569899-56276.post@n7.nabble.com> References: <1389742569899-56276.post@n7.nabble.com> Message-ID: <52D6753C.9020102@creval.it> Hi Wardrop! Wardrop ha scritto: > Hi, > > I'm wondering how I would go about adding a "stalled" tickets column to the > Quick Search display on the dashboard. I've done a Google, but a lot of the > information seems to pertain to older versions of RT. I'm on RT 4.2.2. > > I've looked at ./share/html/Elements/Quicksearch expecting to find some > clues, but alas, nothing. Can anyone point me in the right direction or just > tell me how to it? > > Cheers, > Tom Why do you want to add it to the quick search display? I simply created a new saved search that I called "MineStalled", then I added it to the "RT at a glance" right above the "Quick search" portlet by clicking on "Edit" in the upper right corner of the "RT at a glance" page and adding the saved search. Hope this helps. Bye Cris From jblaine at kickflop.net Wed Jan 15 09:23:41 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Wed, 15 Jan 2014 09:23:41 -0500 Subject: [rt-users] Server closed connection without sending any data back (500) In-Reply-To: <52CF0E1C.1070008@kickflop.net> References: <52CF0E1C.1070008@kickflop.net> Message-ID: <52D699ED.7020408@kickflop.net> If anyone has any ideas how I might go about making RT more informative about what is going on in this failure, I would love to hear them. On 1/9/2014 4:01 PM, Jeff Blaine wrote: > I cannot seem to get the RT CLI to work. We are using 4.0.18. Any ideas > as to what is going on? > > The Apache httpd logs show nothing of any use. If I use the web UI > (which works fine, and we've been using it for 10+ years now), I can > logout + login with the following username and password fine. The user > has full create privs for the foo-help queue (it is our day-to-day queue > we use all the time). > > ================================================================== > [rt-tickets:~]$ cat .rtrc > server https://rt-tickets.our.org/ > user jblaine at our.org > passwd mypassword > queue foo-help > debug 3 > [rt-tickets:~]$ > ================================================================== > > > ================================================================== > [rt-tickets:~]$ /rt/bin/rt create -o -t ticket set subject=foo > POST https://rt-tickets.our.org//REST/1.0/show > Content-Length: 281 > Content-Type: multipart/form-data; boundary=xYzZY > > --xYzZY > Content-Disposition: form-data; name="format" > > l > --xYzZY > Content-Disposition: form-data; name="id" > > ticket/new > --xYzZY > Content-Disposition: form-data; name="user" > > jblaine at our.org > --xYzZY > Content-Disposition: form-data; name="pass" > > mypassword > --xYzZY-- > 500 Server closed connection without sending any data back > Content-Type: text/plain > Client-Date: Thu, 09 Jan 2014 20:54:30 GMT > Client-Warning: Internal response > > 500 Server closed connection without sending any data back > rt: Server error: Server closed connection without sending any data back > (500) > ================================================================== > > From bbaker at copesan.com Wed Jan 15 10:41:25 2014 From: bbaker at copesan.com (Bryon Baker) Date: Wed, 15 Jan 2014 15:41:25 +0000 Subject: [rt-users] New Ticket in Message-ID: Hello All Is there a way to limit the queues listed in the "New ticket in" selection? Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Wed Jan 15 10:49:47 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 15 Jan 2014 16:49:47 +0100 Subject: [rt-users] New Ticket in In-Reply-To: References: Message-ID: <20140115154947.GC6119@easter-eggs.com> On Wed, Jan 15, 2014 at 03:41:25PM +0000, Bryon Baker wrote: > Hello All > Hello, > Is there a way to limit the queues listed in the ?New ticket in? > selection? > It's linked to the CreateTicket right the current users hav on queues. You can also define using the configuration option $DefaultQueue (global or per-user) the first queue listed in this select box. Else, you can mangle this with the callback in share/html/Elements/SelectNewTicketQueue. -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From elacour at easter-eggs.com Wed Jan 15 10:51:24 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 15 Jan 2014 16:51:24 +0100 Subject: [rt-users] Postfix: No host option provided In-Reply-To: References: Message-ID: <20140115155123.GD6119@easter-eggs.com> On Tue, Jan 14, 2014 at 01:03:37PM -1000, Mathew Snyder wrote: > I'm trying to test postfix locally by sending email via local telnet to > RT. At the moment I have no relay host configured since I'm attempting to > use local user accounts as the source address. > I'm getting the following from /var/log/mailllog:? > ...status=deferred (temporary failure. Command output: HTTP request > failed: 500 No Host option provided. Your webserver logs may have more > information or there may be a network problem. ) as said: Your webserver logs may have more information what your RT aliases looks like? what your http vhost configuration looks like? -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From elacour at easter-eggs.com Wed Jan 15 10:54:38 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 15 Jan 2014 16:54:38 +0100 Subject: [rt-users] Show Stalled Tickets in Quick Search In-Reply-To: <1389742569899-56276.post@n7.nabble.com> References: <1389742569899-56276.post@n7.nabble.com> Message-ID: <20140115155438.GE6119@easter-eggs.com> On Tue, Jan 14, 2014 at 03:36:09PM -0800, Wardrop wrote: > Hi, > > I'm wondering how I would go about adding a "stalled" tickets column to the > Quick Search display on the dashboard. I've done a Google, but a lot of the > information seems to pertain to older versions of RT. I'm on RT 4.2.2. > > I've looked at ./share/html/Elements/Quicksearch expecting to find some > clues, but alas, nothing. Can anyone point me in the right direction or just > tell me how to it? > here: share/html/Elements/QueueSummaryByStatus (@statuses) -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From elacour at easter-eggs.com Wed Jan 15 10:57:03 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 15 Jan 2014 16:57:03 +0100 Subject: [rt-users] Using Fetchmail to pipe mail into RT. In-Reply-To: References: Message-ID: <20140115155703.GF6119@easter-eggs.com> On Mon, Jan 13, 2014 at 12:34:15PM -0800, Joshua Riden wrote: > Hi, > > I am installing Request Tracker 4.2 on CentOS 6.5 with Perl, Apache, and > MySQL. > I am using Fetchmail as the MDA, and Postfix as the MTA. > Google apps is being used as our main email system. > So far I have resolved all dependencies and initialized the database and > got the website going. > I can log on as root and navigate the RT site just fine from another > workstation. > I had to follow the official documentation and do some wiki reading and > intensive googling to get me where I am at now. > I need some clear cut instructions on how to successfully pipe emails into > RT. > Is the /etc/aliases list required? Or can I just use ./fetchmailrc? by > itself? /etc/default/fetchmail is not created by default. > How can I manually pipe emails into my RT instance? What syntax would I > use for that? I googled around and could not find anything about that. > > Here is what my fetchmailrc configuration file looks like.. > set daemon 30; > > poll [1]pop.gmail.com proto pop3 > username "[2]jriden at cmhshare.org" password "mypassword" > mda "/usr/bin/perl /opt/rt4/bin/rt-mailgate --url [3]https://localhost/ \ > --queue general --action correspond" > you have examples here: http://requesttracker.wikia.com/wiki/Fetchmail thought, I prefer to have fetchmail give the mail to postfix and then postfix to RT. If something goes wrong in RT the mail will be stuck in postfix queue which I better manage than an upstream one. -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From elacour at easter-eggs.com Wed Jan 15 11:01:06 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 15 Jan 2014 17:01:06 +0100 Subject: [rt-users] Question arround scrip and custom condition on comment In-Reply-To: References: Message-ID: <20140115160105.GG6119@easter-eggs.com> On Mon, Jan 13, 2014 at 06:24:31PM +0100, Alexandre LEPREVOST wrote: > Hello everyone > > I'm wondering how to do something simple. I would like to call a script > not "on" comment but after the comment insert in the database. > > Actually this is my condition : > return 0 unless $self->TransactionObj->Type eq "Comment"; > return 1; > > But the script is called when I click "on comment", how about after the > comment insert in the database ? (with all the transaction done). > well, when you create a scrip with "On comment" as condition, it is not called when you click "comment", but when you submit the comment (or when a comment is received on the comment queue email address). And there you have access to all the data provided in this "transaction". Also have a look here: http://requesttracker.wikia.com/wiki/TransactionBatchStage What do you wan't to achieve, why do you want to execute after DB insertion? -- 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 falcone at bestpractical.com Wed Jan 15 11:03:32 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 15 Jan 2014 11:03:32 -0500 Subject: [rt-users] Autoreply to new requestors In-Reply-To: <3ecba4f97bf043a795fd8227292eb80d@BL2PR08MB177.namprd08.prod.outlook.com> References: <1389374260154-56239.post@n7.nabble.com> <52D030D9.6030109@wingfoot.org> <3ecba4f97bf043a795fd8227292eb80d@BL2PR08MB177.namprd08.prod.outlook.com> Message-ID: <20140115160332.GM2259@jibsheet.com> 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: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From guadagnino.cristiano at creval.it Wed Jan 15 10:58:33 2014 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Wed, 15 Jan 2014 15:58:33 +0000 Subject: [rt-users] Automatically search in articles on new ticket Message-ID: <52D6B058.70601@creval.it> We have a lot of articles in RT. However, since articles are written by different people, and some articles could be quite old, when a new ticket comes in that nobody knows (or remembers) how to solve, we seldomly look into the articles. There are times when one of us fights against a problems for hours only to find - hours later- that it was already documented in an RT article. While this may be mitigated by educating ourselves to look into RT articles as soon as we are confronted with an unknown problem, I am wondering if anybody has thought about implementing a smarter solution. What I am thinking is some kind of automatic keyword search, like those you see on many support sites: when a ticket is taken, keyword from the ticket subject (or body) are searched for in the articles, and all the matching articles are presented next to the ticket itself. Did anybody implement such a thing? If not, how would you go about implementing it (I am interested in doing some coding, but I'm not sure about how to proceed). Bye Cris From guadagnino.cristiano at creval.it Wed Jan 15 11:04:21 2014 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Wed, 15 Jan 2014 16:04:21 +0000 Subject: [rt-users] Show Stalled Tickets in Quick Search In-Reply-To: <52D6753C.9020102@creval.it> References: <1389742569899-56276.post@n7.nabble.com> <52D6753C.9020102@creval.it> Message-ID: <52D6B1B4.6050809@creval.it> Guadagnino Cristiano ha scritto: > Hi Wardrop! > > Wardrop ha scritto: >> Hi, >> >> I'm wondering how I would go about adding a "stalled" tickets column to the >> Quick Search display on the dashboard. I've done a Google, but a lot of the >> information seems to pertain to older versions of RT. I'm on RT 4.2.2. >> >> I've looked at ./share/html/Elements/Quicksearch expecting to find some >> clues, but alas, nothing. Can anyone point me in the right direction or just >> tell me how to it? >> >> Cheers, >> Tom > Why do you want to add it to the quick search display? > > I simply created a new saved search that I called "MineStalled", then I > added it to the "RT at a glance" right above the "Quick search" portlet > by clicking on "Edit" in the upper right corner of the "RT at a glance" > page and adding the saved search. > > Hope this helps. > > Bye > Cris Wardrop, I guess I misunderstood your request. However, I already have a "stalled" column in the Quick Search portlet. What am I missing now? Bye Cris From falcone at bestpractical.com Wed Jan 15 11:04:34 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 15 Jan 2014 11:04:34 -0500 Subject: [rt-users] RT4.2.1 + Fetchmail + Office365 - MDA returned nonzero status 75 In-Reply-To: <5FE68EDD9BC8BC499E20B0597906DAB605DA224C@GRXPRD8010MB543.lamprd80.prod.outlook.com> References: <5FE68EDD9BC8BC499E20B0597906DAB605DA224C@GRXPRD8010MB543.lamprd80.prod.outlook.com> Message-ID: <20140115160434.GN2259@jibsheet.com> On Fri, Jan 10, 2014 at 07:53:57PM +0000, Diego Andrade wrote: > I recently changed of company and was asked to set a request system. Off course I'm setting up > RT4. Problem is that in this new job they use Office365 as the Mail Server. So I tryied > something new to me that is the use of the Fetchmail to retrieve from the server and then > deliver to RT using the mail Gateway. > > The problem is the MDA is returning code 75. I was looking in the history of the mailing list > and other doccuments and this code is refered for several problems. None of them seems to > relate with my config. May you please give a look at mail fetchmail config and LOG to tell me > any ideia of what could be wrong? Thank you in advance! You've shown fetchmail logs, but this message: > Jan 10 17:11:39 SRV-RT fetchmail[29469]: MDA returned nonzero status 75 Is coming back from RT. Go read the RT logs, most likely your apache logs. On a 4.2 install, RT will tell you what logs you have enabled on the System Configuration page. -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 Jan 15 11:05:53 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 15 Jan 2014 11:05:53 -0500 Subject: [rt-users] Resolve without Stealing In-Reply-To: References: Message-ID: <20140115160553.GO2259@jibsheet.com> On Fri, Jan 10, 2014 at 06:33:58PM +0000, Tom Leslein wrote: > I am trying to find a way to allow my Tier 1 team to resolve tickets without stealing tickets. > > At this point if someone works on a ticket for two days, or 1 hour, and completes the ticket, > the client usually replies back with a thank you or "Yup, everything is good to go." > > I do not want another Tier 1 person to have to Steal the ticket to resolve it. > > One caveat about this request is that I know there is a permission out there, "Edit Ticket", > but that gives them a lot more features which I do not want them to have. Specifically, being > able to reply to any ticket even if they are not the owner. Define a Resolve Ticket right using Lifecycles and protect the transitions with it. You can then grant just Resolve Ticket to users, not Modify Ticket. Also make a quick action in the Actions dropdown using lifecycles so your users can do it quickly. http://bestpractical.com/docs/rt/latest/customizing/lifecycles.html#Rights-and-Access-Control http://bestpractical.com/docs/rt/latest/RT_Config.html#Lifecycles -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From elacour at easter-eggs.com Wed Jan 15 11:07:48 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 15 Jan 2014 17:07:48 +0100 Subject: [rt-users] RT4 - Howto customize the width of the queue selection box in the top-right corner - rudder theme In-Reply-To: References: Message-ID: <20140115160748.GH6119@easter-eggs.com> On Mon, Jan 13, 2014 at 08:45:06AM +0000, Carl van Litsenborgh wrote: > Hi, > > ? > > Can anyone give me some tips on how to make the queue selection box at the > top-right corner slightly wider (using rudder theme) in RT 4.2.1 > create a file named: local/static/css/my.css with content: #topactions .select-queue { width: FIXME; } div#header h1 { left: FIXME; } then edit etc/RT_SiteConfig.pm and add: Set(@CSSFiles, qw/my.css/); Adjusting "left" on "div#header h1" is needed as the ticket subject is truncated based on this. -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From elacour at easter-eggs.com Wed Jan 15 11:09:51 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 15 Jan 2014 17:09:51 +0100 Subject: [rt-users] Show Stalled Tickets in Quick Search In-Reply-To: <20140115155438.GE6119@easter-eggs.com> References: <1389742569899-56276.post@n7.nabble.com> <20140115155438.GE6119@easter-eggs.com> Message-ID: <20140115160951.GI6119@easter-eggs.com> On Wed, Jan 15, 2014 at 04:54:38PM +0100, Emmanuel Lacour wrote: > On Tue, Jan 14, 2014 at 03:36:09PM -0800, Wardrop wrote: > > Hi, > > > > I'm wondering how I would go about adding a "stalled" tickets column to the > > Quick Search display on the dashboard. I've done a Google, but a lot of the > > information seems to pertain to older versions of RT. I'm on RT 4.2.2. > > > > I've looked at ./share/html/Elements/Quicksearch expecting to find some > > clues, but alas, nothing. Can anyone point me in the right direction or just > > tell me how to it? > > > > here: > > share/html/Elements/QueueSummaryByStatus > > (@statuses) > AW, stalled is here in standard RT. Did you played with Lifecycles? -- 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 falcone at bestpractical.com Wed Jan 15 11:18:27 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 15 Jan 2014 11:18:27 -0500 Subject: [rt-users] RT4 - Howto customize the width of the queue selection box in the top-right corner - rudder theme In-Reply-To: References: Message-ID: <20140115161827.GP2259@jibsheet.com> On Mon, Jan 13, 2014 at 08:45:06AM +0000, Carl van Litsenborgh wrote: > Can anyone give me some tips on how to make the queue selection box at the top-right corner > slightly wider (using rudder theme) in RT 4.2.1 > > Tried playing around with the "topactions" class in the CSS files, but no luck. You didn't show what you tried, you should always do that. If you right click on the select in almost any modern browser, there will be an 'Inspect Element' option which will tell you the class name to use, you can then grep in share/static/css to see what we're already doing. It's easy to test in the Theme Editor using Try until you get it right. You need to set a width on .queue-select but likely also need a !important. -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 Jan 15 11:19:42 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 15 Jan 2014 11:19:42 -0500 Subject: [rt-users] REST mail-gateway using 100% cpu In-Reply-To: <1389621326745-56255.post@n7.nabble.com> References: <1389621326745-56255.post@n7.nabble.com> Message-ID: <20140115161942.GQ2259@jibsheet.com> On Mon, Jan 13, 2014 at 05:55:26AM -0800, andriuss wrote: > Hello, > I got this process im my apache > POST //REST/1.0/NoAuth/mail-gateway HTTP/1.1 > > It hangs there until I kill it manualy, because it takes 100% of server cpu. > Is the any way to fix it, cause I don't understand the reason why it behaves > so. You need to sync up your mail logs with these problems and capture the email that is causing the issue. It will be re-queued and tried again when it fails to submit to RT, so it'll be somewhere in your queues and your mail logs will allow you to find and inspect it to see what is happening. -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 Jan 15 11:21:30 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 15 Jan 2014 11:21:30 -0500 Subject: [rt-users] Apache Threads hanging & not gracefully exiting In-Reply-To: References: Message-ID: <20140115162130.GR2259@jibsheet.com> On Tue, Jan 14, 2014 at 01:43:59PM -0500, Nathan Baker wrote: > (gracefully finishing). Those threads will never exit unless I kill the processes manually. My > guess would be that one of my customizations are causing this, but does anyone have any tips > for how to find out what the problem is? strace/dtruss? > - custom Scrip that uses Filesys::SmbClient to copy attachments to the user's computer when > they "Take" the ticket That sounds like the biggest suspect. -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 Jan 15 11:22:35 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 15 Jan 2014 11:22:35 -0500 Subject: [rt-users] Server closed connection without sending any data back (500) In-Reply-To: <52D699ED.7020408@kickflop.net> References: <52CF0E1C.1070008@kickflop.net> <52D699ED.7020408@kickflop.net> Message-ID: <20140115162235.GS2259@jibsheet.com> On Wed, Jan 15, 2014 at 09:23:41AM -0500, Jeff Blaine wrote: > If anyone has any ideas how I might go about making RT > more informative about what is going on in this failure, > I would love to hear them. You showed an Internal Server Error > > 500 Server closed connection without sending any data back But didn't show the logs created by the server for this error. Nobody can help without logs of what happened on the server. -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 Jan 15 11:24:34 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 15 Jan 2014 11:24:34 -0500 Subject: [rt-users] Question arround scrip and custom condition on comment In-Reply-To: References: Message-ID: <20140115162434.GT2259@jibsheet.com> On Mon, Jan 13, 2014 at 06:24:31PM +0100, Alexandre LEPREVOST wrote: > I'm wondering how to do something simple. I would like to call a script not "on" comment but > after the comment insert in the database. This is how Scrips work. They happen after the transaction is created (hence the Transaction Create stage). > But the script is called when I click "on comment", how about after the comment insert in the > database ? (with all the transaction done). We check for applicable Scrips (by running the Conditions and the Prepare of the Action) during display of Update.html because of the boxes that tell you who will get email. Your scrip action will not actually be executed on display, but only after submission when the transaction is created. -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 Jan 15 11:25:41 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 15 Jan 2014 11:25:41 -0500 Subject: [rt-users] Show Stalled Tickets in Quick Search In-Reply-To: <1389742569899-56276.post@n7.nabble.com> References: <1389742569899-56276.post@n7.nabble.com> Message-ID: <20140115162541.GU2259@jibsheet.com> On Tue, Jan 14, 2014 at 03:36:09PM -0800, Wardrop wrote: > I'm wondering how I would go about adding a "stalled" tickets column to the > Quick Search display on the dashboard. I've done a Google, but a lot of the > information seems to pertain to older versions of RT. I'm on RT 4.2.2. > > I've looked at ./share/html/Elements/Quicksearch expecting to find some > clues, but alas, nothing. Can anyone point me in the right direction or just > tell me how to it? Quick Search displays all active and initial statuses as defined by Lifecycles. Stalled is an active status by default in RT and so stalled shows up by default. What modifications have you made? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From diego.andrade at stitelecom.com.br Wed Jan 15 11:15:59 2014 From: diego.andrade at stitelecom.com.br (Diego Andrade) Date: Wed, 15 Jan 2014 16:15:59 +0000 Subject: [rt-users] RES: RT4.2.1 + Fetchmail + Office365 - MDA returned nonzero status 75 In-Reply-To: <20140115160434.GN2259@jibsheet.com> References: <5FE68EDD9BC8BC499E20B0597906DAB605DA224C@GRXPRD8010MB543.lamprd80.prod.outlook.com> <20140115160434.GN2259@jibsheet.com> Message-ID: <5FE68EDD9BC8BC499E20B0597906DAB60603AE91@GRXPRD8010MB543.lamprd80.prod.outlook.com> Thank you. I have found that I was setting https:// address to the MDA I switch to http:// and it worked well! -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Kevin Falcone Enviada em: quarta-feira, 15 de janeiro de 2014 14:05 Para: rt-users at lists.bestpractical.com Assunto: Re: [rt-users] RT4.2.1 + Fetchmail + Office365 - MDA returned nonzero status 75 On Fri, Jan 10, 2014 at 07:53:57PM +0000, Diego Andrade wrote: > I recently changed of company and was asked to set a request system. Off course I'm setting up > RT4. Problem is that in this new job they use Office365 as the Mail Server. So I tryied > something new to me that is the use of the Fetchmail to retrieve from the server and then > deliver to RT using the mail Gateway. > > The problem is the MDA is returning code 75. I was looking in the history of the mailing list > and other doccuments and this code is refered for several problems. None of them seems to > relate with my config. May you please give a look at mail fetchmail config and LOG to tell me > any ideia of what could be wrong? Thank you in advance! You've shown fetchmail logs, but this message: > Jan 10 17:11:39 SRV-RT fetchmail[29469]: MDA returned nonzero > status 75 Is coming back from RT. Go read the RT logs, most likely your apache logs. On a 4.2 install, RT will tell you what logs you have enabled on the System Configuration page. -kevin From jblaine at kickflop.net Wed Jan 15 15:08:18 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Wed, 15 Jan 2014 15:08:18 -0500 Subject: [rt-users] Server closed connection without sending any data back (500) In-Reply-To: <20140115162235.GS2259@jibsheet.com> References: <52CF0E1C.1070008@kickflop.net> <52D699ED.7020408@kickflop.net> <20140115162235.GS2259@jibsheet.com> Message-ID: <52D6EAB2.7040301@kickflop.net> On 1/15/2014 11:22 AM, Kevin Falcone wrote: > On Wed, Jan 15, 2014 at 09:23:41AM -0500, Jeff Blaine wrote: >> If anyone has any ideas how I might go about making RT >> more informative about what is going on in this failure, >> I would love to hear them. > > You showed an Internal Server Error > >>> 500 Server closed connection without sending any data back > > But didn't show the logs created by the server for this error. Nobody > can help without logs of what happened on the server. That's because there is no 500 error information logged to /var/log/httpd/*log by Apache when I make this request via the RT CLI tool using the settings previously shown in .rtrc. Honest. In fact, there is zero trace of the IP address in all of the Apache logs, even using 'LogLevel debug' for Apache. I can request /sdfkdaslfdskldsfkla and see a 404 just fine and all other normal info is in those logs. It's standard Apache 2.x on RHEL 6. Does the RT CLI tool *support* SSL/TLS 'server' settings? From jblaine at kickflop.net Wed Jan 15 15:12:05 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Wed, 15 Jan 2014 15:12:05 -0500 Subject: [rt-users] Server closed connection without sending any data back (500) In-Reply-To: <52D6EAB2.7040301@kickflop.net> References: <52CF0E1C.1070008@kickflop.net> <52D699ED.7020408@kickflop.net> <20140115162235.GS2259@jibsheet.com> <52D6EAB2.7040301@kickflop.net> Message-ID: <52D6EB95.2090700@kickflop.net> Solved: unset http_proxy unset https_proxy *sigh* On 1/15/2014 3:08 PM, Jeff Blaine wrote: > On 1/15/2014 11:22 AM, Kevin Falcone wrote: >> On Wed, Jan 15, 2014 at 09:23:41AM -0500, Jeff Blaine wrote: >>> If anyone has any ideas how I might go about making RT >>> more informative about what is going on in this failure, >>> I would love to hear them. >> >> You showed an Internal Server Error >> >>>> 500 Server closed connection without sending any data back >> >> But didn't show the logs created by the server for this error. Nobody >> can help without logs of what happened on the server. > > That's because there is no 500 error information logged to > /var/log/httpd/*log by Apache when I make this request > via the RT CLI tool using the settings previously shown > in .rtrc. > > Honest. In fact, there is zero trace of the IP address > in all of the Apache logs, even using 'LogLevel debug' > for Apache. > > I can request /sdfkdaslfdskldsfkla and see a 404 just fine > and all other normal info is in those logs. It's standard > Apache 2.x on RHEL 6. > > Does the RT CLI tool *support* SSL/TLS 'server' settings? > > From bakern at gmail.com Wed Jan 15 15:13:31 2014 From: bakern at gmail.com (Nathan Baker) Date: Wed, 15 Jan 2014 15:13:31 -0500 Subject: [rt-users] Apache Threads hanging & not gracefully exiting In-Reply-To: <20140115162130.GR2259@jibsheet.com> References: <20140115162130.GR2259@jibsheet.com> Message-ID: I switched from mod_perl to mod_fcgid and along with the memory usage decreasing by about 75%, the problem seems to have disappeared. I'm not sure if there is a problem with the code and mod_fcgid is just handling it better, or what the deal is, but everything is working fine now. Judging by the user reviews of mod_perl ( http://cpanratings.perl.org/dist/mod_perl) it seems like mod_perl should be the less preferred option, and mod_fastcgi or mod_fcgid should be used if possible. Is this the general consensus? If so, it might be helpful to add that recommendation on http://bestpractical.com/docs/rt/latest/web_deployment.html. Thanks for your suggestions though Kevin, if I do see any further issues I'll try using strace. For anyone else that comes across this, here are some apache mod_perl documents about debugging mod_perl applications, using strace and other methods: http://perl.apache.org/docs/1.0/guide/debug.html http://perl.apache.org/docs/2.0/user/troubleshooting/troubleshooting.html -Nate On Wed, Jan 15, 2014 at 11:21 AM, Kevin Falcone wrote: > On Tue, Jan 14, 2014 at 01:43:59PM -0500, Nathan Baker wrote: > > (gracefully finishing). Those threads will never exit unless I kill > the processes manually. My > > guess would be that one of my customizations are causing this, but > does anyone have any tips > > for how to find out what the problem is? > > strace/dtruss? > > > - custom Scrip that uses Filesys::SmbClient to copy attachments to > the user's computer when > > they "Take" the ticket > > That sounds like the biggest suspect. > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrius.kulbis at ktu.lt Wed Jan 15 15:26:28 2014 From: andrius.kulbis at ktu.lt (andriuss) Date: Wed, 15 Jan 2014 12:26:28 -0800 (PST) Subject: [rt-users] REST mail-gateway using 100% cpu In-Reply-To: <20140115161942.GQ2259@jibsheet.com> References: <1389621326745-56255.post@n7.nabble.com> <20140115161942.GQ2259@jibsheet.com> Message-ID: <1389817588673-56305.post@n7.nabble.com> From: =?UTF-8?B?ICJUb21hcyBNYXLEjWl1bGlvbmlzIiA8VG9tYXMuTWFyY2l1bGlvbmlzQGJp?= =?UTF-8?B?dGVzcGFydG5lcmlzLmx0Pg==?= This line, in the mail was the problem, RT somehow hang when parsing this in I18N.pm. Any solution for this? -- View this message in context: http://requesttracker.8502.n7.nabble.com/REST-mail-gateway-using-100-cpu-tp56255p56305.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Wed Jan 15 15:58:34 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 15 Jan 2014 15:58:34 -0500 Subject: [rt-users] REST mail-gateway using 100% cpu In-Reply-To: <1389817588673-56305.post@n7.nabble.com> References: <1389621326745-56255.post@n7.nabble.com> <20140115161942.GQ2259@jibsheet.com> <1389817588673-56305.post@n7.nabble.com> Message-ID: <20140115205834.GV2259@jibsheet.com> On Wed, Jan 15, 2014 at 12:26:28PM -0800, andriuss wrote: > From: > =?UTF-8?B?ICJUb21hcyBNYXLEjWl1bGlvbmlzIiA8VG9tYXMuTWFyY2l1bGlvbmlzQGJp?= > =?UTF-8?B?dGVzcGFydG5lcmlzLmx0Pg==?= > > This line, in the mail was the problem, RT somehow hang when parsing this in > I18N.pm. Any solution for this? RT Version? Also, send along your perl module version list from System Configuration. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From andrius.kulbis at ktu.lt Wed Jan 15 16:03:05 2014 From: andrius.kulbis at ktu.lt (andriuss) Date: Wed, 15 Jan 2014 13:03:05 -0800 (PST) Subject: [rt-users] REST mail-gateway using 100% cpu In-Reply-To: <20140115205834.GV2259@jibsheet.com> References: <1389621326745-56255.post@n7.nabble.com> <20140115161942.GQ2259@jibsheet.com> <1389817588673-56305.post@n7.nabble.com> <20140115205834.GV2259@jibsheet.com> Message-ID: <1389819785773-56307.post@n7.nabble.com> RT 4.2.2 Apache2::CmdParms 2.000004 /usr/lib/perl5/Apache2/CmdParms.pm Apache2::Const 2.000004 /usr/lib/perl5/Apache2/Const.pm Apache2::Directive 2.000004 /usr/lib/perl5/Apache2/Directive.pm Apache2::Log 2.000004 /usr/lib/perl5/Apache2/Log.pm Apache2::PerlSections 2.00 /usr/lib/perl5/Apache2/PerlSections.pm Apache2::RequestIO 2.000004 /usr/lib/perl5/Apache2/RequestIO.pm Apache2::RequestRec 2.000004 /usr/lib/perl5/Apache2/RequestRec.pm Apache2::RequestUtil 2.000004 /usr/lib/perl5/Apache2/RequestUtil.pm Apache2::Response 2.000004 /usr/lib/perl5/Apache2/Response.pm Apache2::ServerRec 2.000004 /usr/lib/perl5/Apache2/ServerRec.pm Apache2::ServerUtil 2.000004 /usr/lib/perl5/Apache2/ServerUtil.pm Apache::Session 1.91 /usr/local/share/perl/5.10.1/Apache/Session.pm Apache::Session::Generate::MD5 2.12 /usr/local/share/perl/5.10.1/Apache/Session/Generate/MD5.pm Apache::Session::Lock::MySQL 1.01 /usr/local/share/perl/5.10.1/Apache/Session/Lock/MySQL.pm Apache::Session::MySQL 1.01 /usr/local/share/perl/5.10.1/Apache/Session/MySQL.pm Apache::Session::Serialize::Storable 1.01 /usr/local/share/perl/5.10.1/Apache/Session/Serialize/Storable.pm Apache::Session::Store::DBI 1.02 /usr/local/share/perl/5.10.1/Apache/Session/Store/DBI.pm Apache::Session::Store::MySQL 1.04 /usr/local/share/perl/5.10.1/Apache/Session/Store/MySQL.pm APR 0.009000 /usr/lib/perl5/APR.pm APR::Table 0.009000 /usr/lib/perl5/APR/Table.pm attributes 0.09 /usr/share/perl/5.10/attributes.pm AutoLoader 5.68 /usr/share/perl/5.10/AutoLoader.pm B 1.22 /usr/lib/perl/5.10/B.pm base 2.14 /usr/share/perl/5.10/base.pm bytes 1.03 /usr/share/perl/5.10/bytes.pm Cache::Simple::TimedExpiry 0.27 /usr/local/share/perl/5.10.0/Cache/Simple/TimedExpiry.pm capitalization 0.03 /usr/local/share/perl/5.10.1/capitalization.pm Carp 1.11 /usr/share/perl/5.10/Carp.pm CGI 3.43 /usr/share/perl/5.10/CGI.pm CGI::Cookie 1.29 /usr/share/perl/5.10/CGI/Cookie.pm CGI::Emulate::PSGI 0.15 /usr/local/share/perl/5.10.1/CGI/Emulate/PSGI.pm CGI::PSGI 0.15 /usr/local/share/perl/5.10.1/CGI/PSGI.pm CGI::Util 1.5_01 /usr/share/perl/5.10/CGI/Util.pm Class::Accessor 0.34 /usr/local/share/perl/5.10.0/Class/Accessor.pm Class::Accessor::Fast 0.34 /usr/local/share/perl/5.10.0/Class/Accessor/Fast.pm Class::Container 0.12 /usr/local/share/perl/5.10.0/Class/Container.pm Class::Data::Inheritable 0.08 /usr/local/share/perl/5.10.0/Class/Data/Inheritable.pm Class::Inspector 1.25 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/usr/local/share/perl/5.10.0/Regexp/Common/URI/RFC2806.pm Regexp::Common::URI::tel 2010010201 /usr/local/share/perl/5.10.0/Regexp/Common/URI/tel.pm Regexp::Common::URI::telnet 2010010201 /usr/local/share/perl/5.10.0/Regexp/Common/URI/telnet.pm Regexp::Common::URI::tv 2010010201 /usr/local/share/perl/5.10.0/Regexp/Common/URI/tv.pm Regexp::Common::URI::wais 2010010201 /usr/local/share/perl/5.10.0/Regexp/Common/URI/wais.pm Regexp::Common::whitespace 2010010201 /usr/local/share/perl/5.10.0/Regexp/Common/whitespace.pm Regexp::Common::zip 2010010201 /usr/local/share/perl/5.10.0/Regexp/Common/zip.pm Regexp::IPv6 0.03 /usr/local/share/perl/5.10.1/Regexp/IPv6.pm Role::Basic 0.13 /usr/local/share/perl/5.10.1/Role/Basic.pm RT 4.2.2 /opt/rt4/sbin/../lib/RT.pm RT::Authen::ExternalAuth 0.15 /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm RT::Extension::MandatoryOnTransition 0.04 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/usr/local/share/perl/5.10.1/Symbol/Global/Name.pm Sys::Syslog 0.27 /usr/lib/perl/5.10/Sys/Syslog.pm Text::ParseWords 3.27 /usr/share/perl/5.10/Text/ParseWords.pm Text::Password::Pronounceable 0.30 /usr/local/share/perl/5.10.1/Text/Password/Pronounceable.pm Text::Template 1.45 /usr/local/share/perl/5.10.0/Text/Template.pm Text::Wrapper 1.02 /usr/local/share/perl/5.10.0/Text/Wrapper.pm Tie::Hash 1.03 /usr/share/perl/5.10/Tie/Hash.pm Time::HiRes 1.9719 /usr/lib/perl/5.10/Time/HiRes.pm Time::JulianDay 2003.1125 /usr/local/share/perl/5.10.0/Time/JulianDay.pm Time::Local 1.1901 /usr/share/perl/5.10/Time/Local.pm Time::ParseDate 2006.0814 /usr/local/share/perl/5.10.0/Time/ParseDate.pm Time::Timezone 2006.0814 /usr/local/share/perl/5.10.0/Time/Timezone.pm Time::Zone 2.24 /usr/share/perl5/Time/Zone.pm Try::Tiny 0.04 /usr/share/perl5/Try/Tiny.pm UNIVERSAL 1.05 /usr/share/perl/5.10/UNIVERSAL.pm UNIVERSAL::require 0.13 /usr/local/share/perl/5.10.0/UNIVERSAL/require.pm URI 1.60 /usr/local/share/perl/5.10.1/URI.pm URI::_punycode 0.04 /usr/local/share/perl/5.10.1/URI/_punycode.pm URI::Escape 3.31 /usr/local/share/perl/5.10.1/URI/Escape.pm URI::file 4.21 /usr/local/share/perl/5.10.1/URI/file.pm URI::WithBase 2.20 /usr/local/share/perl/5.10.1/URI/WithBase.pm utf8 1.07 /usr/share/perl/5.10/utf8.pm vars 1.01 /usr/share/perl/5.10/vars.pm warnings 1.06 /usr/share/perl/5.10/warnings.pm warnings::register 1.01 /usr/share/perl/5.10/warnings/register.pm XSLoader 0.10 /usr/lib/perl/5.10/XSLoader.pm -- View this message in context: http://requesttracker.8502.n7.nabble.com/REST-mail-gateway-using-100-cpu-tp56255p56307.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From bbaker at copesan.com Wed Jan 15 16:13:53 2014 From: bbaker at copesan.com (Bryon Baker) Date: Wed, 15 Jan 2014 21:13:53 +0000 Subject: [rt-users] Question Message-ID: <4276e38817e747ad9214e63d51418a44@BLUPR05MB788.namprd05.prod.outlook.com> Hello All I have a question. What happen to the NDR message that come from a forwarded or replied to with an invalid email address? I cannot find the NDR anywhere. We are reling through an exchange server. On the Suse server I am using postfix to send the message off the Suse server. Please keep in mind I am not a Linux guru when trying to explain this. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathew.snyder at gmail.com Wed Jan 15 17:25:17 2014 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Wed, 15 Jan 2014 12:25:17 -1000 Subject: [rt-users] Postfix error: 500 No Host option provided Message-ID: I am currently testing a new RT installation. Currently I am able to send, via telnet, email from the RT address rt at host.example.com to an internal address (user at example.com). # telnet host.example.com 25 Trying 192.168.231.42... Connected to host.example.com. Escape character is '^]'. 220 host.example.com ESMTP Postfix EHLO host.example.com 250-host.example.com 250-PIPELINING 250-SIZE 10240000 250-VRFY 250-ETRN 250-ENHANCEDSTATUSCODES 250-8BITMIME 250 DSN MAIL FROM: rt at host.example.com 250 2.1.0 Ok RCPT TO: user at example.com 250 2.1.5 Ok DATA 354 End data with . SUBJECT: Testing from rt at zen-rt.zeiders.com to PWills at zeiders.com Telnet session . 250 2.0.0 Ok: queued as 95E3F80900 quit 221 2.0.0 Bye Mail log generated: Jan 15 17:06:26 zen-rt postfix/qmgr[6294]: 95E3F80900: from=< rt at host.example.com>, size=449, nrcpt=1 (queue active) Jan 15 17:06:26 zen-rt postfix/smtp[6388]: 95E3F80900: to=< PWills at example.com>, relay=mail1.example.com[192.168.231.10]:25, delay=44, delays=44/0/0.01/0.26, dsn=2.6.0, status=sent (250 2.6.0 < 20140115220553.95E3F80900 at host.example.com> Queued mail for delivery) Jan 15 17:06:26 zen-rt postfix/qmgr[6294]: 95E3F80900: removed Sending from user at example.com into the RT server, though results in the following: # telnet host.example.com 25 Trying 192.168.231.42... Connected to host.example.com. Escape character is '^]'. 220 host.example.com ESMTP Postfix EHLO host.example.com 250-host.example.com 250-PIPELINING 250-SIZE 10240000 250-VRFY 250-ETRN 250-ENHANCEDSTATUSCODES 250-8BITMIME 250 DSN MAIL FROM: user at example.com 250 2.1.0 Ok RCPT TO: rt at host.example.com 250 2.1.5 Ok DATA 354 End data with . SUBJECT: Testing from user at example.com to rt at host.example.com Telnet session . 250 2.0.0 Ok: queued as 314F2808AD quit 221 2.0.0 Bye Mail log generated: Jan 15 17:09:14 zen-rt postfix/qmgr[6294]: 314F2808AD: from=< user at example.com>, size=447, nrcpt=1 (queue active) Jan 15 17:09:15 zen-rt postfix/local[6409]: 314F2808AD: to=< rt at host.example.com>, relay=local, delay=54, delays=53/0.01/0/0.11, dsn=4.3.0, status=deferred (temporary failure. Command output: HTTP request failed: 500 No Host option provided. Your webserver logs may have more information or there may be a network problem. ) Jan 15 17:09:16 zen-rt postfix/smtpd[6375]: disconnect from host.example.com [192.168.231.42] I have searched around online and have not seen anything that even references this problem. If anyone can provide any insight I will be very appreciative. -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 bbaker at copesan.com Wed Jan 15 17:35:18 2014 From: bbaker at copesan.com (Bryon Baker) Date: Wed, 15 Jan 2014 22:35:18 +0000 Subject: [rt-users] Question In-Reply-To: References: <4276e38817e747ad9214e63d51418a44@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: <43d538ae023c488cb625fec0221b5340@BLUPR05MB788.namprd05.prod.outlook.com> Thanks for the information but where can I download the program rtbouncehandler from? 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: Landon Stewart [mailto:lstewart at iweb.com] Sent: Wednesday, January 15, 2014 3:34 PM To: Bryon Baker Subject: Re: [rt-users] Question On 15 January 2014 13:13, Bryon Baker > wrote: Hello All I have a question. What happen to the NDR message that come from a forwarded or replied to with an invalid email address? I cannot find the NDR anywhere. We are reling through an exchange server. On the Suse server I am using postfix to send the message off the Suse server. Please keep in mind I am not a Linux guru when trying to explain this. This thread might answer your question if you are talking about emails bouncing that were sent from RT http://www.gossamer-threads.com/lists/rt/users/91551 On a side note - We have "SendmailArguments" in RT's configuration to include '-fbounce@>' and then we have a queue for bounces. I wrote a module that looks at the bounces and attributes them to the original by ticket # and posts a comment on the original alerting the owner that the email bounced and then marks the bounce email ticket resolved. -- 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 mc at unistra.fr Wed Jan 15 17:39:08 2014 From: mc at unistra.fr (Marc Chantreux) Date: Wed, 15 Jan 2014 23:39:08 +0100 Subject: [rt-users] RT farming management? Message-ID: <20140115223907.GA4713@ramirez.u-strasbg.fr> hello everyone, first, and as it is my first post, let me introduce myself: I'm working as computer engineer at Strasbourg University (fr) where i'm in charge of RT, sympa and Sogo. I'm a old perl monger (since '97) and the author of few cpan modules (https://metacpan.org/author/MARCC), i also am a former Koha ILS contributor and patched occasionally other oss softwares as well as CPAN modules and tools (like dh-make-perl). Strasbourg university needs to provide more than one RTs to its large community so we plan to use (and maybe write) a farm manager to ease the process of deploying and updating lot of RT instances. an instance would be a rt fcgid server (one per instance) started with fine environment variables (CONFIG, local::lib, ...) behind nginx as a dispatcher. this tool must be capable to * be installed and setup easlisy from CPAN * install multiple versions and patches of RT codebase (running cpanm) * easily setup, start, stop, and show the status rt instances * easily archive an instance * easily share extension to many instances this tool must be capable to the configuration of every instance could be tested (can access to DB, local::lib is fully populated, ...) and easily backuped. everything must be done via cli (optionnally, a little web app to control the whole thing). I don't see another simple solution (please don't tell me about the configuration management systems) but maybe i'm wrong so any feedback (or existing code, experiments,...) is welcomed. If there is none, i'll start my project by next week. regards -- Marc Chantreux Universit? de Strasbourg, Direction Informatique 14 Rue Ren? Descartes, 67084 STRASBOURG CEDEX ?: 03.68.85.57.40 http://unistra.fr "Don't believe everything you read on the Internet" -- Abraham Lincoln From lstewart at iweb.com Wed Jan 15 17:47:13 2014 From: lstewart at iweb.com (Landon Stewart) Date: Wed, 15 Jan 2014 14:47:13 -0800 Subject: [rt-users] Question In-Reply-To: <43d538ae023c488cb625fec0221b5340@BLUPR05MB788.namprd05.prod.outlook.com> References: <4276e38817e747ad9214e63d51418a44@BLUPR05MB788.namprd05.prod.outlook.com> <43d538ae023c488cb625fec0221b5340@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: I don?t know if that?s even still valid. I did see this: http://requesttracker.wikia.com/wiki/RtBounceHandler We aren?t using that though. We just handle the straight bounce messages in their own queue and then process the message content itself to find the original ticket #. Unless you have a very high volume of tickets it might not be worth it to do that but instead set the ?-f? for sendmail to something someone actually receives so they can intervene if a bounce comes back. On 15 January 2014 14:35, Bryon Baker wrote: > Thanks for the information > > > > but where can I download the program rtbouncehandler from? > > > > 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:* Landon Stewart [mailto:lstewart at iweb.com] > *Sent:* Wednesday, January 15, 2014 3:34 PM > *To:* Bryon Baker > *Subject:* Re: [rt-users] Question > > > > On 15 January 2014 13:13, Bryon Baker wrote: > > Hello All > > > > I have a question. > > > > What happen to the NDR message that come from a forwarded or replied to > with an invalid email address? > > > > I cannot find the NDR anywhere. We are reling through an exchange server. > On the Suse server I am using postfix to send the message off the Suse > server. > > > > Please keep in mind I am not a Linux guru when trying to explain this. > > > > This thread might answer your question if you are talking about emails > bouncing that were sent from RT > > > > http://www.gossamer-threads.com/lists/rt/users/91551 > > > > On a side note - We have ?SendmailArguments? in RT?s configuration to > include ?-fbounce@? and then we have a queue for > bounces. I wrote a module that looks at the bounces and attributes them to > the original by ticket # and posts a comment on the original alerting the > owner that the email bounced and then marks the bounce email ticket > resolved. > > > > -- > > 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 > > > > > -- 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 tomw at msc.qld.gov.au Wed Jan 15 18:25:31 2014 From: tomw at msc.qld.gov.au (Wardrop) Date: Wed, 15 Jan 2014 15:25:31 -0800 (PST) Subject: [rt-users] Show Stalled Tickets in Quick Search In-Reply-To: <20140115162541.GU2259@jibsheet.com> References: <1389742569899-56276.post@n7.nabble.com> <20140115162541.GU2259@jibsheet.com> Message-ID: <1389828331293-56313.post@n7.nabble.com> Ok, Within "share/html/Elements/Quicksearch" there's a toggle for switching between QueueSummaryByLifecycle and QueueSummaryByStatus. I changed $SplitByLifecycle to 0 and indeed, stalled now displays in Quick Search on the dashboard, but I still want to see "Resolved" tickets. So I want 4 columns: new, open, stalled and resolved. I assume I need to change the "QueueSummaryByStatus" view to show these 4 columns, but it's not immediately obvious how this view chooses which statuses to display. Cheers, Tom -- View this message in context: http://requesttracker.8502.n7.nabble.com/Show-Stalled-Tickets-in-Quick-Search-tp56276p56313.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From tomw at msc.qld.gov.au Wed Jan 15 18:54:06 2014 From: tomw at msc.qld.gov.au (Wardrop) Date: Wed, 15 Jan 2014 15:54:06 -0800 (PST) Subject: [rt-users] Show Stalled Tickets in Quick Search In-Reply-To: <1389828331293-56313.post@n7.nabble.com> References: <1389742569899-56276.post@n7.nabble.com> <20140115162541.GU2259@jibsheet.com> <1389828331293-56313.post@n7.nabble.com> Message-ID: <1389830046230-56314.post@n7.nabble.com> I found a `@statuses` argument at the bottom of "QueueSummaryByStatus". I copied "QueueSummaryByStatus" into RT's local directory and populated the @statuses variable/argument with `('new', 'open', 'stalled', 'resolved')` which works... but only every second page load. If I remove the logic that checks whether the `@statuses` argument is set, it works on every page load. Clearly there's something weird with RT templates. I've noticed this weirdness before. Anyone have any clues as to what's happening here? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Show-Stalled-Tickets-in-Quick-Search-tp56276p56314.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From andrius.kulbis at ktu.lt Thu Jan 16 03:37:34 2014 From: andrius.kulbis at ktu.lt (andriuss) Date: Thu, 16 Jan 2014 00:37:34 -0800 (PST) Subject: [rt-users] REST mail-gateway using 100% cpu In-Reply-To: <20140115205834.GV2259@jibsheet.com> References: <1389621326745-56255.post@n7.nabble.com> <20140115161942.GQ2259@jibsheet.com> <1389817588673-56305.post@n7.nabble.com> <20140115205834.GV2259@jibsheet.com> Message-ID: <1389861454985-56316.post@n7.nabble.com> The situation become a little bit clearer: The failing mail header: From: =?UTF-8?B?ICJUb21hcyBNYXLEjWl1bGlvbmlzIiA8VG9tYXMuTWFyY2l1bGlvbmlzQGJp?= =?UTF-8?B?dGVzcGFydG5lcmlzLmx0Pg==?= But it should be the following (RT works just fine with that): From: =?UTF-8?B?VG9tYXMgTWFyxI1pdWxpb25pcw==?= Clients mail program, probably encodes all the header, no matter that there are no non-ascii symbols in the second part of the header ( ); The RT somehow can't handle the second encoded part of FROM header and after 180s timeout I get: HTTP request failed: 500 read timeout. Your webserver logs may have more information or there may be a network problem. /opt/rt4/bin/rt-mailgate: undefined server error In the logs I can only see: [8944] [Thu Jan 16 06:23:10 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:594) [8946] [Thu Jan 16 08:35:30 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - Subjectless message (/opt/rt4/sbin/../lib/RT/I18N.pm:294) [8946] [Thu Jan 16 08:35:30 2014] [debug]: Converting 'cp1257' to 'utf-8' for text/plain - Subjectless message (/opt/rt4/sbin/../lib/RT/I18N.pm:294) [8946] [Thu Jan 16 08:35:30 2014] [debug]: Converting 'cp1257' to 'utf-8' for text/html - Subjectless message (/opt/rt4/sbin/../lib/RT/I18N.pm:294) [8946] [Thu Jan 16 08:35:30 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:594) [8946] [Thu Jan 16 08:35:30 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:594) [8946] [Thu Jan 16 08:35:30 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:594) [8946] [Thu Jan 16 08:35:30 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:594) [8946] [Thu Jan 16 08:35:30 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:594) [8946] [Thu Jan 16 08:35:30 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:594) Kevin Falcone-2 wrote > On Wed, Jan 15, 2014 at 12:26:28PM -0800, andriuss wrote: >> From: >> =?UTF-8?B?ICJUb21hcyBNYXLEjWl1bGlvbmlzIiA8VG9tYXMuTWFyY2l1bGlvbmlzQGJp?= >> =?UTF-8?B?dGVzcGFydG5lcmlzLmx0Pg==?= >> >> This line, in the mail was the problem, RT somehow hang when parsing this >> in >> I18N.pm. Any solution for this? > > RT Version? > > Also, send along your perl module version list from System > Configuration. > > -kevin > > > attachment0 (243 bytes) > <http://requesttracker.8502.n7.nabble.com/attachment/56306/0/attachment0> Kevin Falcone-2 wrote > On Wed, Jan 15, 2014 at 12:26:28PM -0800, andriuss wrote: >> From: >> =?UTF-8?B?ICJUb21hcyBNYXLEjWl1bGlvbmlzIiA8VG9tYXMuTWFyY2l1bGlvbmlzQGJp?= >> =?UTF-8?B?dGVzcGFydG5lcmlzLmx0Pg==?= >> >> This line, in the mail was the problem, RT somehow hang when parsing this >> in >> I18N.pm. Any solution for this? > > RT Version? > > Also, send along your perl module version list from System > Configuration. > > -kevin > > > attachment0 (243 bytes) > <http://requesttracker.8502.n7.nabble.com/attachment/56306/0/attachment0> Kevin Falcone-2 wrote > On Wed, Jan 15, 2014 at 12:26:28PM -0800, andriuss wrote: >> From: >> =?UTF-8?B?ICJUb21hcyBNYXLEjWl1bGlvbmlzIiA8VG9tYXMuTWFyY2l1bGlvbmlzQGJp?= >> =?UTF-8?B?dGVzcGFydG5lcmlzLmx0Pg==?= >> >> This line, in the mail was the problem, RT somehow hang when parsing this >> in >> I18N.pm. Any solution for this? > > RT Version? > > Also, send along your perl module version list from System > Configuration. > > -kevin > > > attachment0 (243 bytes) > <http://requesttracker.8502.n7.nabble.com/attachment/56306/0/attachment0> -- View this message in context: http://requesttracker.8502.n7.nabble.com/REST-mail-gateway-using-100-cpu-tp56255p56316.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From bbaker at copesan.com Thu Jan 16 09:41:15 2014 From: bbaker at copesan.com (Bryon Baker) Date: Thu, 16 Jan 2014 14:41:15 +0000 Subject: [rt-users] need help with the following error Message-ID: getmail version 4.34.0 Copyright (C) 1998-2012 Charles Cazabon. Licensed under the GNU GPL version 2. SimpleIMAPRetriever:clientservice at copesan.local@192.168.250.61:143: Delivery error (command rt-mailgate 6390 error (75, RT server error. The RT server which handled your email did not behave as expected. It said: Can't call method "HasRight" on an undefined value at /opt/rt4/sbin/../lib/RT/User.pm line 1284. Stack: [/opt/rt4/sbin/../lib/RT/User.pm:1284] [/opt/rt4/sbin/../lib/RT/Ticket.pm:265] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1415] [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61])) msg 2245/2580 (7535 bytes), delivery error (command rt-mailgate 6390 error (75, RT server error. Please help this is effecting production. I just start receiving these errors. I do not find anything in the RT log related. Message seem like they are be delivered but after a period of time RT will stop delivering completely and I need to restart the web service. The RT server which handled your email did not behave as expected. It said: Can't call method "HasRight" on an undefined value at /opt/rt4/sbin/../lib/RT/User.pm line 1284. Stack: [/opt/rt4/sbin/../lib/RT/User.pm:1284] [/opt/rt4/sbin/../lib/RT/Ticket.pm:265] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1415] [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61])) Delivery error (command rt-mailgate 6391 error (75, RT server error. The RT server which handled your email did not behave as expected. It said: Can't call method "HasRight" on an undefined value at /opt/rt4/sbin/../lib/RT/User.pm line 1284. Stack: [/opt/rt4/sbin/../lib/RT/User.pm:1284] [/opt/rt4/sbin/../lib/RT/Ticket.pm:265] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1415] [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61])) msg 2505/2580 (5807 bytes), delivery error (command rt-mailgate 6391 error (75, RT server error. The RT server which handled your email did not behave as expected. It said: Can't call method "HasRight" on an undefined value at /opt/rt4/sbin/../lib/RT/User.pm line 1284. Stack: [/opt/rt4/sbin/../lib/RT/User.pm:1284] [/opt/rt4/sbin/../lib/RT/Ticket.pm:265] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1415] [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61])) msg 2535/2580 (2894 bytes) delivered msg 2536/2580 (30501 bytes) delivered 4 messages (46737 bytes) retrieved, 2532 skipped Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From methier at CGR.Harvard.edu Thu Jan 16 10:15:51 2014 From: methier at CGR.Harvard.edu (Ethier, Michael) Date: Thu, 16 Jan 2014 15:15:51 +0000 Subject: [rt-users] Need to send "Big Cheese" email based on requestor's email or group membership Message-ID: <0B117990D8364D45A6371D22353FD9CC093DDB@HARVANDMBX01.fasmail.priv> Hello, We are running RT 4.0.7 in production and a test instance of 4.0.18. We have the need to flag tickets from VIPs by comparing the incoming (on create) ticket's requestor's email address OR if they are member of a particular Windows AD group. If a match is found, then send an email to a specific email address (our group) with Subject: Big Cheese ticket and a short body with the requestors name and email ....let's say. Maybe action of Notify AdminCC's would be fine in this case. I found this snippet of code in the RT wiki: http://requesttracker.wikia.com/wiki/CustomConditionSnippets return 0 unless $self->TransactionObj->Type eq "Create"; return 1 if $self->TicketObj->IsWatcher( Type => 'Requestor', Email => 'bigcheese at harvard.edu' ); return 0; Which works but only checks against 1 email address. We have 50-60 people in the big cheese group. I have written a small perl script which dumps out all the email address for all the big cheese's in a file in /tmp, 1 email per line. Any way to check against that inside RT on create ? Or check if a requestor is in a specific Windows AD group ? If yes, trigger the email to our group. Thanks in advance for any help, Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jan 16 10:36:35 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 16 Jan 2014 10:36:35 -0500 Subject: [rt-users] Postfix error: 500 No Host option provided In-Reply-To: References: Message-ID: <20140116153635.GW2259@jibsheet.com> On Wed, Jan 15, 2014 at 12:25:17PM -1000, Mathew Snyder wrote: > Jan 15 17:09:14 zen-rt postfix/qmgr[6294]: 314F2808AD: from=<[26]user at example.com>, size=447, > nrcpt=1 (queue active) > Jan 15 17:09:15 zen-rt postfix/local[6409]: 314F2808AD: to=<[27]rt at host.example.com>, > relay=local, delay=54, delays=53/0.01/0/0.11, dsn=4.3.0, status=deferred (temporary failure. > Command output: HTTP request failed: 500 No Host option provided. Your webserver logs may have > more information or there may be a network problem. ) > Jan 15 17:09:16 zen-rt postfix/smtpd[6375]: disconnect from > [28]host.example.com[192.168.231.42] > I have searched around online and have not seen anything that even references this problem. If > anyone can provide any insight I will be very appreciative. You appear to have asked variants on this question a few times. In each case, a mailing list user asked you for information needed to help you. How are you invoking rt-mailgate, from an aliases file? Show the alias file, with all the options you are passing to rt-mailgate. Have you read your apache error log? Since you're getting a 500 error, and that's an HTPT status code, I'd look there. -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 Jan 16 10:38:05 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 16 Jan 2014 10:38:05 -0500 Subject: [rt-users] RT farming management? In-Reply-To: <20140115223907.GA4713@ramirez.u-strasbg.fr> References: <20140115223907.GA4713@ramirez.u-strasbg.fr> Message-ID: <20140116153805.GX2259@jibsheet.com> On Wed, Jan 15, 2014 at 11:39:08PM +0100, Marc Chantreux wrote: > everything must be done via cli (optionnally, a little web app to > control the whole thing). > > I don't see another simple solution (please don't tell me about the > configuration management systems) but maybe i'm wrong so any feedback > (or existing code, experiments,...) is welcomed. While we have written one-off scripts for these deployments, and I know other folks have as well, I suspect that you'll find that most of the modern work is being done with a configuration management system. I've not used it, but I know folks have worked on http://forge.puppetlabs.com/darin/rt and there may be a chef equivalent. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From bbaker at copesan.com Thu Jan 16 11:53:12 2014 From: bbaker at copesan.com (Bryon Baker) Date: Thu, 16 Jan 2014 16:53:12 +0000 Subject: [rt-users] Question In-Reply-To: References: <4276e38817e747ad9214e63d51418a44@BLUPR05MB788.namprd05.prod.outlook.com> <43d538ae023c488cb625fec0221b5340@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: <0a9767c7b1a545169de4c439b22b6ac5@CO2PR05MB795.namprd05.prod.outlook.com> Thanks for the help Landon More information I added the following config to RT_SiteConfig.pm Set($SendmailArguments , "-fbounce at copesan.com -oi -t"); And restarted RT after change. Does the bounce at copesan.com address need to exist on the Suse Linux server or can it exist on the exchange server? Currently it exists on the exchange server and I have made some tests and nothing is showing up in the mailbox on the exchange server. 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: Landon Stewart [mailto:lstewart at iweb.com] Sent: Wednesday, January 15, 2014 4:47 PM To: Bryon Baker Cc: RT Users (rt-users at lists.bestpractical.com) Subject: Re: [rt-users] Question I don't know if that's even still valid. I did see this: http://requesttracker.wikia.com/wiki/RtBounceHandler We aren't using that though. We just handle the straight bounce messages in their own queue and then process the message content itself to find the original ticket #. Unless you have a very high volume of tickets it might not be worth it to do that but instead set the "-f" for sendmail to something someone actually receives so they can intervene if a bounce comes back. On 15 January 2014 14:35, Bryon Baker > wrote: Thanks for the information but where can I download the program rtbouncehandler from? 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: Landon Stewart [mailto:lstewart at iweb.com] Sent: Wednesday, January 15, 2014 3:34 PM To: Bryon Baker Subject: Re: [rt-users] Question On 15 January 2014 13:13, Bryon Baker > wrote: Hello All I have a question. What happen to the NDR message that come from a forwarded or replied to with an invalid email address? I cannot find the NDR anywhere. We are reling through an exchange server. On the Suse server I am using postfix to send the message off the Suse server. Please keep in mind I am not a Linux guru when trying to explain this. This thread might answer your question if you are talking about emails bouncing that were sent from RT http://www.gossamer-threads.com/lists/rt/users/91551 On a side note - We have "SendmailArguments" in RT's configuration to include '-fbounce@>' and then we have a queue for bounces. I wrote a module that looks at the bounces and attributes them to the original by ticket # and posts a comment on the original alerting the owner that the email bounced and then marks the bounce email ticket resolved. -- 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 -- 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 viretfr63 at gmail.com Thu Jan 16 12:46:06 2014 From: viretfr63 at gmail.com (Eric Maisonobe) Date: Thu, 16 Jan 2014 18:46:06 +0100 Subject: [rt-users] rt-crontool and "--action RT::Action::NotifyAsComment" Message-ID: Hello, I try to use the following cron task : /opt/rt4/bin/rt-crontool \ --search RT::Search::FromSQL \ --search-arg "Created < '1 day ago' AND (Status = 'new') " \ --action RT::Action::NotifyAsComment \ --action-arg 'OtherRecipients' --template 'my_nice_template' but nothing is done (no comment and no notification), because RT complains : [critical]: Can't call method "CreatorObj" on an undefined value at > /opt/rt4/bin/../lib/RT/Action/Notify.pm line 134. > (/opt/rt4/bin/../lib/RT.pm:400) I look at "/opt/rt4/bin/../lib/RT/Action/Notify.pm line 134" and i see : > my $creatorObj = $self->TransactionObj->CreatorObj; > So, does anybody knows : -> how to use rt-crontool with "--action RT::Action::NotifyAsComment", -> or how to specify the default RT system user in the Notify.pm script something like : > eval( my $creatorObj = $self->TransactionObj->CreatorObj) || my > $creatorObj = ; Thank you for any suggestion ! Eric -------------- next part -------------- An HTML attachment was scrubbed... URL: From eric at maiso.net Thu Jan 16 12:57:12 2014 From: eric at maiso.net (Eric MAISONOBE) Date: Thu, 16 Jan 2014 18:57:12 +0100 Subject: [rt-users] Need help about scrip condition Message-ID: Hello, I've disabled scrips for sending auto-notifications when a comment is added on tickets. BUT, i would like that comment created by rt-crontool been notified to 'OtherRecipients'. So i have 2 questions : -> what's the way to check if the comment creator is "Enoch root", and in this case (and only in this case) to notify the comment to 'OtherRecipients', -> moreover, where can i found the code corresponding to default conditions and actions pre-existing in RT web interface ? (just because it's easier to modify working code instead of wrinting one from blank....) Thank you by advance for any help ! Eric -------------- next part -------------- An HTML attachment was scrubbed... URL: From rick at zoerner.com Thu Jan 16 15:21:54 2014 From: rick at zoerner.com (rwzoerner) Date: Thu, 16 Jan 2014 12:21:54 -0800 (PST) Subject: [rt-users] How to find possible values for an object Message-ID: <1389903714746-56324.post@n7.nabble.com> I'm not a Perl programmer and the documentation for RT isn't very friendly for folks like me. I'm trying to put the ticket owner's full name in a template, for example, and I can't find anything that tells me what the possible values are for {$Ticket->OwnerObj}. I did see a snippet that used {$Ticket-OwnerObj->Name} but that displays just the username, not the full name. Aside from needing to resolve that specific problem, is there a way a non-Perl-person can find what values are possible for other objects, as well? Thanks, I know this is such a noob question, but I'm stumped. -Rick -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-to-find-possible-values-for-an-object-tp56324.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From rick at zoerner.com Thu Jan 16 15:29:12 2014 From: rick at zoerner.com (rwzoerner) Date: Thu, 16 Jan 2014 12:29:12 -0800 (PST) Subject: [rt-users] How to create a scrip Condition for OnAddRequestor Message-ID: <1389904152703-56325.post@n7.nabble.com> I found a list of condition snippets that was great, but for all it had, it missed any examples related to when a new requestor is added. One scenario is that technicians frequently take a phone call and create the ticket for the requestor. That makes them the requestor and then they have to go in and change it to the correct person. Another possibility is that they simply need to add a second name as requestor. I'm not a Perl person so writing conditions in a scrip for me is really a matter of finding an existing example and copying it. Does anyone have snippet to show me how to isolate the Adding of a Requestor? Thanks, -Rick -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-to-create-a-scrip-Condition-for-OnAddRequestor-tp56325.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From mathew.snyder at gmail.com Thu Jan 16 15:30:15 2014 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Thu, 16 Jan 2014 10:30:15 -1000 Subject: [rt-users] Postfix error: 500 No Host option provided In-Reply-To: <20140116153635.GW2259@jibsheet.com> References: <20140116153635.GW2259@jibsheet.com> Message-ID: Apologies. I have not been seeing the responses. Checking my spam folder did not turn up the emails either. My aliases file contains two entries. One for rt: and the other for rt-comment: rt: "|/opt/rt4/bin/rt-mailgate --queue general --action correspond --url http://host.example.com" rt-comment: "|/opt/rt4/bin/rt-mailgate --queue general --action comment --url http://host.example.com" The web logs don't mention anything about this. -Mathew "When you do things right, people won't be sure you've done anything at all." - God; Futurama "We'll get along much better once you accept that you're wrong and neither am I." - Me On Thu, Jan 16, 2014 at 5:36 AM, Kevin Falcone wrote: > On Wed, Jan 15, 2014 at 12:25:17PM -1000, Mathew Snyder wrote: > > Jan 15 17:09:14 zen-rt postfix/qmgr[6294]: 314F2808AD: from=<[26] > user at example.com>, size=447, > > nrcpt=1 (queue active) > > Jan 15 17:09:15 zen-rt postfix/local[6409]: 314F2808AD: to=<[27] > rt at host.example.com>, > > relay=local, delay=54, delays=53/0.01/0/0.11, dsn=4.3.0, > status=deferred (temporary failure. > > Command output: HTTP request failed: 500 No Host option provided. > Your webserver logs may have > > more information or there may be a network problem. ) > > Jan 15 17:09:16 zen-rt postfix/smtpd[6375]: disconnect from > > [28]host.example.com[192.168.231.42] > > I have searched around online and have not seen anything that even > references this problem. If > > anyone can provide any insight I will be very appreciative. > > You appear to have asked variants on this question a few times. > In each case, a mailing list user asked you for information needed to > help you. > > How are you invoking rt-mailgate, from an aliases file? > Show the alias file, with all the options you are passing to > rt-mailgate. > > Have you read your apache error log? Since you're getting a 500 > error, and that's an HTPT status code, I'd look there. > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at iweb.com Thu Jan 16 15:37:08 2014 From: lstewart at iweb.com (Landon Stewart) Date: Thu, 16 Jan 2014 12:37:08 -0800 Subject: [rt-users] Postfix error: 500 No Host option provided In-Reply-To: References: <20140116153635.GW2259@jibsheet.com> Message-ID: >From the server itself what if execute the following while in an SSH session (obviously replacing the host.example.com with the correct fqdn of RT): curl http://host.example.com What do you get back? If you get a 500 error back from that your problem is not RT related (yet). On 16 January 2014 12:30, Mathew Snyder wrote: > Apologies. I have not been seeing the responses. Checking my spam folder > did not turn up the emails either. > > My aliases file contains two entries. One for rt: and the other for > rt-comment: > > rt: "|/opt/rt4/bin/rt-mailgate --queue general --action > correspond --url http://host.example.com" > rt-comment: "|/opt/rt4/bin/rt-mailgate --queue general --action comment > --url http://host.example.com" > > The web logs don't mention anything about this. > > -Mathew > > "When you do things right, people won't be sure you've done anything at > all." - God; Futurama > > "We'll get along much better once you accept that you're wrong and > neither am I." - Me > > > On Thu, Jan 16, 2014 at 5:36 AM, Kevin Falcone wrote: > >> On Wed, Jan 15, 2014 at 12:25:17PM -1000, Mathew Snyder wrote: >> > Jan 15 17:09:14 zen-rt postfix/qmgr[6294]: 314F2808AD: from=<[26] >> user at example.com>, size=447, >> > nrcpt=1 (queue active) >> > Jan 15 17:09:15 zen-rt postfix/local[6409]: 314F2808AD: to=<[27] >> rt at host.example.com>, >> > relay=local, delay=54, delays=53/0.01/0/0.11, dsn=4.3.0, >> status=deferred (temporary failure. >> > Command output: HTTP request failed: 500 No Host option provided. >> Your webserver logs may have >> > more information or there may be a network problem. ) >> > Jan 15 17:09:16 zen-rt postfix/smtpd[6375]: disconnect from >> > [28]host.example.com[192.168.231.42] >> > I have searched around online and have not seen anything that even >> references this problem. If >> > anyone can provide any insight I will be very appreciative. >> >> You appear to have asked variants on this question a few times. >> In each case, a mailing list user asked you for information needed to >> help you. >> >> How are you invoking rt-mailgate, from an aliases file? >> Show the alias file, with all the options you are passing to >> rt-mailgate. >> >> Have you read your apache error log? Since you're getting a 500 >> error, and that's an HTPT status code, I'd look there. >> >> -kevin >> > > -- 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 Thu Jan 16 15:40:37 2014 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Thu, 16 Jan 2014 10:40:37 -1000 Subject: [rt-users] Postfix error: 500 No Host option provided In-Reply-To: References: <20140116153635.GW2259@jibsheet.com> Message-ID: Great... After sending multiple emails due to not seeing responses and then finally getting one, I've discovered that the aliases file was malformed. I didn't actually have "--url http://host.example.com". Instead I had "--url http: host.example.com" /facepalm -Mathew "When you do things right, people won't be sure you've done anything at all." - God; Futurama "We'll get along much better once you accept that you're wrong and neither am I." - Me On Thu, Jan 16, 2014 at 10:37 AM, Landon Stewart wrote: > From the server itself what if execute the following while in an SSH > session (obviously replacing the host.example.com with the correct fqdn > of RT): > > curl http://host.example.com > > What do you get back? If you get a 500 error back from that your problem > is not RT related (yet). > > > On 16 January 2014 12:30, Mathew Snyder wrote: > >> Apologies. I have not been seeing the responses. Checking my spam folder >> did not turn up the emails either. >> >> My aliases file contains two entries. One for rt: and the other for >> rt-comment: >> >> rt: "|/opt/rt4/bin/rt-mailgate --queue general --action >> correspond --url http://host.example.com" >> rt-comment: "|/opt/rt4/bin/rt-mailgate --queue general --action >> comment --url http://host.example.com" >> >> The web logs don't mention anything about this. >> >> -Mathew >> >> "When you do things right, people won't be sure you've done anything at >> all." - God; Futurama >> >> "We'll get along much better once you accept that you're wrong and >> neither am I." - Me >> >> >> On Thu, Jan 16, 2014 at 5:36 AM, Kevin Falcone > > wrote: >> >>> On Wed, Jan 15, 2014 at 12:25:17PM -1000, Mathew Snyder wrote: >>> > Jan 15 17:09:14 zen-rt postfix/qmgr[6294]: 314F2808AD: from=<[26] >>> user at example.com>, size=447, >>> > nrcpt=1 (queue active) >>> > Jan 15 17:09:15 zen-rt postfix/local[6409]: 314F2808AD: to=<[27] >>> rt at host.example.com>, >>> > relay=local, delay=54, delays=53/0.01/0/0.11, dsn=4.3.0, >>> status=deferred (temporary failure. >>> > Command output: HTTP request failed: 500 No Host option provided. >>> Your webserver logs may have >>> > more information or there may be a network problem. ) >>> > Jan 15 17:09:16 zen-rt postfix/smtpd[6375]: disconnect from >>> > [28]host.example.com[192.168.231.42] >>> > I have searched around online and have not seen anything that even >>> references this problem. If >>> > anyone can provide any insight I will be very appreciative. >>> >>> You appear to have asked variants on this question a few times. >>> In each case, a mailing list user asked you for information needed to >>> help you. >>> >>> How are you invoking rt-mailgate, from an aliases file? >>> Show the alias file, with all the options you are passing to >>> rt-mailgate. >>> >>> Have you read your apache error log? Since you're getting a 500 >>> error, and that's an HTPT status code, I'd look there. >>> >>> -kevin >>> >> >> > > > -- > 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 lstewart at iweb.com Thu Jan 16 16:01:52 2014 From: lstewart at iweb.com (Landon Stewart) Date: Thu, 16 Jan 2014 13:01:52 -0800 Subject: [rt-users] Postfix error: 500 No Host option provided In-Reply-To: References: <20140116153635.GW2259@jibsheet.com> Message-ID: I guess that?s why pasting what you actually have instead of what is in the documentation is important in a problem description. On 16 January 2014 12:40, Mathew Snyder wrote: > Great... > > After sending multiple emails due to not seeing responses and then finally > getting one, I've discovered that the aliases file was malformed. I didn't > actually have "--url http://host.example.com". Instead I had "--url http: > host.example.com" > > /facepalm > > -Mathew > > "When you do things right, people won't be sure you've done anything at > all." - God; Futurama > > "We'll get along much better once you accept that you're wrong and > neither am I." - Me > > > On Thu, Jan 16, 2014 at 10:37 AM, Landon Stewart wrote: > >> From the server itself what if execute the following while in an SSH >> session (obviously replacing the host.example.com with the correct fqdn >> of RT): >> >> curl http://host.example.com >> >> What do you get back? If you get a 500 error back from that your problem >> is not RT related (yet). >> >> >> On 16 January 2014 12:30, Mathew Snyder wrote: >> >>> Apologies. I have not been seeing the responses. Checking my spam folder >>> did not turn up the emails either. >>> >>> My aliases file contains two entries. One for rt: and the other for >>> rt-comment: >>> >>> rt: "|/opt/rt4/bin/rt-mailgate --queue general --action >>> correspond --url http://host.example.com" >>> rt-comment: "|/opt/rt4/bin/rt-mailgate --queue general --action >>> comment --url http://host.example.com" >>> >>> The web logs don't mention anything about this. >>> >>> -Mathew >>> >>> "When you do things right, people won't be sure you've done anything at >>> all." - God; Futurama >>> >>> "We'll get along much better once you accept that you're wrong and >>> neither am I." - Me >>> >>> >>> On Thu, Jan 16, 2014 at 5:36 AM, Kevin Falcone < >>> falcone at bestpractical.com> wrote: >>> >>>> On Wed, Jan 15, 2014 at 12:25:17PM -1000, Mathew Snyder wrote: >>>> > Jan 15 17:09:14 zen-rt postfix/qmgr[6294]: 314F2808AD: from=<[26] >>>> user at example.com>, size=447, >>>> > nrcpt=1 (queue active) >>>> > Jan 15 17:09:15 zen-rt postfix/local[6409]: 314F2808AD: to=<[27] >>>> rt at host.example.com>, >>>> > relay=local, delay=54, delays=53/0.01/0/0.11, dsn=4.3.0, >>>> status=deferred (temporary failure. >>>> > Command output: HTTP request failed: 500 No Host option provided. >>>> Your webserver logs may have >>>> > more information or there may be a network problem. ) >>>> > Jan 15 17:09:16 zen-rt postfix/smtpd[6375]: disconnect from >>>> > [28]host.example.com[192.168.231.42] >>>> > I have searched around online and have not seen anything that even >>>> references this problem. If >>>> > anyone can provide any insight I will be very appreciative. >>>> >>>> You appear to have asked variants on this question a few times. >>>> In each case, a mailing list user asked you for information needed to >>>> help you. >>>> >>>> How are you invoking rt-mailgate, from an aliases file? >>>> Show the alias file, with all the options you are passing to >>>> rt-mailgate. >>>> >>>> Have you read your apache error log? Since you're getting a 500 >>>> error, and that's an HTPT status code, I'd look there. >>>> >>>> -kevin >>>> >>> >>> >> >> >> -- >> 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 >> >> >> > -- 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 Thu Jan 16 17:07:14 2014 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Thu, 16 Jan 2014 12:07:14 -1000 Subject: [rt-users] How far can categories nest? Message-ID: I have three custom fields I'd like linked: Support Type, Support Category, and Support Sub-Category. Support Type has not "Categories are based on" set. Support Category has "Categories are based on" set to Support Type Support Sub-Category has "Categories are based on" set to Support Category. When I select the Support Type, Support Category populates with the expected values (In this case, Hardware, Software, and Telephony). However, when I select Support Category, Support Sub-Category does not populate. The categories are configured for each entry in Support Sub-Category. Do categories only go one level? -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 skadz at skadz.com Thu Jan 16 17:45:17 2014 From: skadz at skadz.com (Ryan Skadberg) Date: Thu, 16 Jan 2014 17:45:17 -0500 Subject: [rt-users] Reset Scrips to Default? Message-ID: Hi Folks - I've been using RT for a while, but basically just using what was set up by an administrator before me. I recently did a major upgrade from 3.8.8 to 4.2.1 to get us on a recent release. Since this upgrade (and maybe before), we were getting some complaints that too much email was coming out of RT. I looked around a bit and we seem to have a mess of Scrips running on all sorts of status changes. I would like to declare bankruptcy on the scrips that are set up and just get all the responses reset back to the default and be able to modify from there. I've searched through Google and the list archives, but can't seem to find any methodology for doing this. In the archives, I saw a script that was in the GIT tree called fixup-default-scrips, but a) I don't see it in the release tar and b) I'm guessing it might have been for internal dev, not for what I am doing. Does anyone have a good way to do this? Thanks! Skadz From alexmv at bestpractical.com Thu Jan 16 23:58:18 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 16 Jan 2014 23:58:18 -0500 Subject: [rt-users] REST mail-gateway using 100% cpu In-Reply-To: <1389861454985-56316.post@n7.nabble.com> References: <1389621326745-56255.post@n7.nabble.com> <20140115161942.GQ2259@jibsheet.com> <1389817588673-56305.post@n7.nabble.com> <20140115205834.GV2259@jibsheet.com> <1389861454985-56316.post@n7.nabble.com> Message-ID: <1389934698.4834.2.camel@umgah.localdomain> On Thu, 2014-01-16 at 00:37 -0800, andriuss wrote: > The situation become a little bit clearer: > > The failing mail header: > From: > =?UTF-8?B?ICJUb21hcyBNYXLEjWl1bGlvbmlzIiA8VG9tYXMuTWFyY2l1bGlvbmlzQGJp?= > =?UTF-8?B?dGVzcGFydG5lcmlzLmx0Pg==?= > > But it should be the following (RT works just fine with that): > From: =?UTF-8?B?VG9tYXMgTWFyxI1pdWxpb25pcw==?= > > > Clients mail program, probably encodes all the header, no matter that there > are no non-ascii symbols in the second part of the header ( > ); Encoding the entire header is definitely against the RFC. See the first point on http://tools.ietf.org/html/rfc2047#page-8 . What mail client? - Alex From cloos at netcologne.de Fri Jan 17 02:47:51 2014 From: cloos at netcologne.de (Christian Loos) Date: Fri, 17 Jan 2014 08:47:51 +0100 Subject: [rt-users] Need to send "Big Cheese" email based on requestor's email or group membership In-Reply-To: <0B117990D8364D45A6371D22353FD9CC093DDB@HARVANDMBX01.fasmail.priv> References: <0B117990D8364D45A6371D22353FD9CC093DDB@HARVANDMBX01.fasmail.priv> Message-ID: <52D8E027.6080706@netcologne.de> Hi, for this type of requests we create an group inside RT, add all email adresses (RT User) to this Group, add all User that should be notified as AdminCc to the queue and then create a scrip (replace xxx with the "Big Cheese" group id): Condition: User Defined Action: Notify AdminCcs Template: you custom email template Stage: TransactionCreate Custom condition: return 0 unless $self->TransactionObj->Type eq 'Create'; my $CreatorObj = $self->TransactionObj->CreatorObj; my $GroupObj = RT::Group->new(RT->SystemUser); $GroupObj->Load(xxx); # Big Cheese Group Id return 1 if $GroupObj->HasMember($CreatorObj->PrincipalId); return 0; Chris From methier at CGR.Harvard.edu Fri Jan 17 08:27:59 2014 From: methier at CGR.Harvard.edu (Ethier, Michael) Date: Fri, 17 Jan 2014 13:27:59 +0000 Subject: [rt-users] Need to send "Big Cheese" email based on requestor's email or group membership In-Reply-To: <52D8E027.6080706@netcologne.de> References: <0B117990D8364D45A6371D22353FD9CC093DDB@HARVANDMBX01.fasmail.priv> <52D8E027.6080706@netcologne.de> Message-ID: <0B117990D8364D45A6371D22353FD9CC095374@HARVANDMBX01.fasmail.priv> Hi Chris, Thanks for the reply back. So there is no way to do the check dynamically in case the members of the Big Cheese" group change randomly....via grep'ing a file with all the email addresses in it, or quering a Window AD group on the fly ? We would have to maintain the group in RT manually as members change ? Thanks, Mike -----Original Message----- From: Christian Loos [mailto:cloos at netcologne.de] Sent: Friday, January 17, 2014 2:48 AM To: Ethier, Michael Cc: rt-users at lists.bestpractical.com Subject: Re: Need to send "Big Cheese" email based on requestor's email or group membership Hi, for this type of requests we create an group inside RT, add all email adresses (RT User) to this Group, add all User that should be notified as AdminCc to the queue and then create a scrip (replace xxx with the "Big Cheese" group id): Condition: User Defined Action: Notify AdminCcs Template: you custom email template Stage: TransactionCreate Custom condition: return 0 unless $self->TransactionObj->Type eq 'Create'; my $CreatorObj = $self->TransactionObj->CreatorObj; my $GroupObj = RT::Group->new(RT->SystemUser); $GroupObj->Load(xxx); # Big Cheese Group Id return 1 if $GroupObj->HasMember($CreatorObj->PrincipalId); return 0; Chris From elacour at easter-eggs.com Fri Jan 17 08:34:32 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 17 Jan 2014 14:34:32 +0100 Subject: [rt-users] Need help about scrip condition In-Reply-To: References: Message-ID: <20140117133432.GC8052@easter-eggs.com> On Thu, Jan 16, 2014 at 06:57:12PM +0100, Eric MAISONOBE wrote: > > So i have 2 questions : > -> what's the way to check if the comment creator is "Enoch root", and in > this case (and only in this case) to notify the comment to > 'OtherRecipients', Something like this (untested): my $RootUser = RT::User->new( $self->CurrentUser ); $RootUser->Load( 'root' ); if ($Transaction->CreatorObj->id == $RootUser->id ) { ... > -> moreover, where can i found the code corresponding to default > conditions and actions pre-existing in RT web interface ? Conditions: lib/RT/Condition/*.pm Actions: lib/RT/Action/*.pm -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From elacour at easter-eggs.com Fri Jan 17 08:37:34 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 17 Jan 2014 14:37:34 +0100 Subject: [rt-users] How to find possible values for an object In-Reply-To: <1389903714746-56324.post@n7.nabble.com> References: <1389903714746-56324.post@n7.nabble.com> Message-ID: <20140117133734.GD8052@easter-eggs.com> On Thu, Jan 16, 2014 at 12:21:54PM -0800, rwzoerner wrote: > I'm not a Perl programmer and the documentation for RT isn't very friendly > for folks like me. I'm trying to put the ticket owner's full name in a > template, for example, and I can't find anything that tells me what the > possible values are for {$Ticket->OwnerObj}. I did see a snippet that used > {$Ticket-OwnerObj->Name} but that displays just the username, not the full > name. > OwnerObj is an RT::User, so you have all methods available here: http://www.bestpractical.com/docs/rt/4.2/RT/User.html (You wan't ->RealName here). > Aside from needing to resolve that specific problem, is there a way a > non-Perl-person can find what values are possible for other objects, as > well? > Each object have a corresponding .pm file in lib/RT/ (User.pm, Ticket.pm, ...). You can do "perldoc lib/RT/....pm" to see available methods or use the online documentation above) -- 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 cloos at netcologne.de Fri Jan 17 08:41:09 2014 From: cloos at netcologne.de (Christian Loos) Date: Fri, 17 Jan 2014 14:41:09 +0100 Subject: [rt-users] Need to send "Big Cheese" email based on requestor's email or group membership In-Reply-To: <0B117990D8364D45A6371D22353FD9CC095374@HARVANDMBX01.fasmail.priv> References: <0B117990D8364D45A6371D22353FD9CC093DDB@HARVANDMBX01.fasmail.priv> <52D8E027.6080706@netcologne.de> <0B117990D8364D45A6371D22353FD9CC095374@HARVANDMBX01.fasmail.priv> Message-ID: <52D932F5.6030508@netcologne.de> Am 17.01.2014 14:27, schrieb Ethier, Michael: > Hi Chris, > > Thanks for the reply back. So there is no way to do the check dynamically in case the members of the > Big Cheese" group change randomly....via grep'ing a file with all the email addresses in it, or quering a Window AD > group on the fly ? We would have to maintain the group in RT manually as members change ? > > Thanks, > Mike I just want to show you the way we have done things like this. Within RT scrips you can do with Perl what ever you want. Chris From elacour at easter-eggs.com Fri Jan 17 08:43:27 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 17 Jan 2014 14:43:27 +0100 Subject: [rt-users] How to create a scrip Condition for OnAddRequestor In-Reply-To: <1389904152703-56325.post@n7.nabble.com> References: <1389904152703-56325.post@n7.nabble.com> Message-ID: <20140117134327.GE8052@easter-eggs.com> On Thu, Jan 16, 2014 at 12:29:12PM -0800, rwzoerner wrote: > I found a list of condition snippets that was great, but for all it had, it > missed any examples related to when a new requestor is added. > > One scenario is that technicians frequently take a phone call and create the > ticket for the requestor. That makes them the requestor and then they have > to go in and change it to the correct person. you may: - disable CurrentUser to be the default requestor (empty field) - use RT::Extension::MendatoryRequestor to force your staff to enter a valid one that would reduce the wrong requestors. you may also tweak your IPBX to create the ticket and lookup the requestor in a directory (hints: asterisk, RT REST access, LDAP/Customer database) ;) > > Another possibility is that they simply need to add a second name as > requestor. > Even it's allowed to use multiple requestors in RT, I personnaly don't like this as it may make things complicate when it comes to automate based on requestor. But if you wan't to do so, your staff can: - do it when creating the ticket, "their email, customer email" in Requestor field - do it after ticket creation using the "People" link in the ticket menu. -- 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 rick at zoerner.com Fri Jan 17 10:10:43 2014 From: rick at zoerner.com (rwzoerner) Date: Fri, 17 Jan 2014 07:10:43 -0800 (PST) Subject: [rt-users] How to create a scrip Condition for OnAddRequestor In-Reply-To: <20140117134327.GE8052@easter-eggs.com> References: <1389904152703-56325.post@n7.nabble.com> <20140117134327.GE8052@easter-eggs.com> Message-ID: <52D947A5.3040901@zoerner.com> Emmanuel, Thanks for great input but those things we are already doing. The key, though, is that when a new requester IS added, for any reason, they need to receive an email (the Autoreply template, actually) letting them know. That's what I need the condition for - how to trap the addition of a new Requester so I can then Notify Requesters in a scrip. The normal scrip only fires On Create - I need one to fire On Add Requester. Thanks, -Rick On 1/17/2014 7:43 AM, Emmanuel Lacour [via RequestTracker] wrote: > On Thu, Jan 16, 2014 at 12:29:12PM -0800, rwzoerner wrote: > > I found a list of condition snippets that was great, but for all it > had, it > > missed any examples related to when a new requestor is added. > > > > One scenario is that technicians frequently take a phone call and > create the > > ticket for the requestor. That makes them the requestor and then > they have > > to go in and change it to the correct person. > > > you may: > > - disable CurrentUser to be the default requestor (empty field) > - use RT::Extension::MendatoryRequestor to force your staff to enter a > valid one > > that would reduce the wrong requestors. > > you may also tweak your IPBX to create the ticket and lookup the > requestor in a directory (hints: asterisk, RT REST access, LDAP/Customer > database) ;) > > > > > Another possibility is that they simply need to add a second name as > > requestor. > > > > Even it's allowed to use multiple requestors in RT, I personnaly don't > like this as it may make things complicate when it comes to automate > based on requestor. > > But if you wan't to do so, your staff can: > > - do it when creating the ticket, "their email, customer email" in > Requestor field > - do it after ticket creation using the "People" link in the ticket > menu. > > > -- > 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:[hidden email] > - http://www.easter-eggs.com > > > ------------------------------------------------------------------------ > If you reply to this email, your message will be added to the > discussion below: > http://requesttracker.8502.n7.nabble.com/How-to-create-a-scrip-Condition-for-OnAddRequestor-tp56325p56338.html > > To unsubscribe from How to create a scrip Condition for > OnAddRequestor, click here > . > NAML > > -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-to-create-a-scrip-Condition-for-OnAddRequestor-tp56325p56339.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rick at zoerner.com Fri Jan 17 10:12:07 2014 From: rick at zoerner.com (rwzoerner) Date: Fri, 17 Jan 2014 07:12:07 -0800 (PST) Subject: [rt-users] How to find possible values for an object In-Reply-To: <20140117133734.GD8052@easter-eggs.com> References: <1389903714746-56324.post@n7.nabble.com> <20140117133734.GD8052@easter-eggs.com> Message-ID: <52D94818.1000705@zoerner.com> Thanks! I guess the trick is for me to learn how to navigate the documentation. It probably makes perfect sense to a Perl programmer or more experienced RT user - I didn't even make that connection, though. I appreciate it! -Rick On 1/17/2014 7:38 AM, Emmanuel Lacour [via RequestTracker] wrote: > On Thu, Jan 16, 2014 at 12:21:54PM -0800, rwzoerner wrote: > > I'm not a Perl programmer and the documentation for RT isn't very > friendly > > for folks like me. I'm trying to put the ticket owner's full name in a > > template, for example, and I can't find anything that tells me what the > > possible values are for {$Ticket->OwnerObj}. I did see a snippet > that used > > {$Ticket-OwnerObj->Name} but that displays just the username, not > the full > > name. > > > > > OwnerObj is an RT::User, so you have all methods available here: > > http://www.bestpractical.com/docs/rt/4.2/RT/User.html > > > (You wan't ->RealName here). > > > Aside from needing to resolve that specific problem, is there a way a > > non-Perl-person can find what values are possible for other objects, as > > well? > > > > > Each object have a corresponding .pm file in lib/RT/ (User.pm, > Ticket.pm, ...). > > > You can do "perldoc lib/RT/....pm" to see available methods or use the > online documentation above) > > > > -- > 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:[hidden email] > - http://www.easter-eggs.com > > > ------------------------------------------------------------------------ > If you reply to this email, your message will be added to the > discussion below: > http://requesttracker.8502.n7.nabble.com/How-to-find-possible-values-for-an-object-tp56324p56336.html > > To unsubscribe from How to find possible values for an object, click > here > . > NAML > > -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-to-find-possible-values-for-an-object-tp56324p56340.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Fri Jan 17 10:51:35 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 17 Jan 2014 16:51:35 +0100 Subject: [rt-users] How to create a scrip Condition for OnAddRequestor In-Reply-To: <52D947A5.3040901@zoerner.com> References: <1389904152703-56325.post@n7.nabble.com> <20140117134327.GE8052@easter-eggs.com> <52D947A5.3040901@zoerner.com> Message-ID: <20140117155135.GH8052@easter-eggs.com> On Fri, Jan 17, 2014 at 07:10:43AM -0800, rwzoerner wrote: > Emmanuel, > > Thanks for great input but those things we are already doing. > The key, though, is that when a new requester IS added, for any reason, > they need to receive an email (the Autoreply template, actually) letting > them know. That's what I need the condition for - how to trap the addition > of a new Requester so I can then Notify Requesters in a scrip. The normal > scrip only fires On Create - I need one to fire On Add Requester. > For your UserDefined condition, adding a Requestor is matched via: if ( $self->TransactionObj->Type eq 'AddWatcher' && $self->TransactionObj->Field eq 'Requestor' ) { ... you may check also that we are adding a requestor and not changing an existing one: if ( ! $self->TransactionObj->OldValue ) { The new requestor id will be in $self->TransactionObj->NewValue, you have to load it as a RT::User to get the EmailAddress and use it in your template. -- 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 falcone at bestpractical.com Fri Jan 17 11:15:22 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 17 Jan 2014 11:15:22 -0500 Subject: [rt-users] Reset Scrips to Default? In-Reply-To: References: Message-ID: <20140117161522.GY2259@jibsheet.com> On Thu, Jan 16, 2014 at 05:45:17PM -0500, Ryan Skadberg wrote: > I've searched through Google and the list archives, but can't seem to > find any methodology for doing this. In the archives, I saw a script > that was in the GIT tree called fixup-default-scrips, but a) I don't > see it in the release tar and b) I'm guessing it might have been for > internal dev, not for what I am doing. While theoretically possible to do some surgery on the tables and reinsert, you'd have to be quite careful. You could mess around on a test instance disabling/deleting all your scrips/scripactions/scripconditions/templates and then using the Initialdata docs to insert part of our initial data. I'd probably just stand up a tiny 4.2 instance and use it as a reference to clean up the existing Scrips rather than risk the surgery. I expect what you found in git was actually the branch 4.2/fixup-default-scrips which we merged and which was making some changes to the default set of scrips that RT ships with. -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 Jan 17 11:15:55 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 17 Jan 2014 11:15:55 -0500 Subject: [rt-users] How far can categories nest? In-Reply-To: References: Message-ID: <20140117161555.GZ2259@jibsheet.com> On Thu, Jan 16, 2014 at 12:07:14PM -1000, Mathew Snyder wrote: > I have three custom fields I'd like linked: Support Type, Support Category, and Support > Sub-Category. > Support Type has not "Categories are based on" set. > Support Category has "Categories are based on" set to Support Type > Support Sub-Category has "Categories are based on" set to Support Category. > When I select the Support Type, Support Category populates with the expected values (In this > case, Hardware, Software, and Telephony). However, when I select Support Category, Support > Sub-Category does not populate. > The categories are configured for each entry in Support Sub-Category. > Do categories only go one level? You didn't state your RT version, but if you search http://bestpractical.com/release-notes/rt/4.2.2 for Custom Field you'll find a likely 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 ms at fv-berlin.de Fri Jan 17 14:34:55 2014 From: ms at fv-berlin.de (ms at fv-berlin.de) Date: Fri, 17 Jan 2014 20:34:55 +0100 Subject: [rt-users] Real time fulltext search/indexing with sphinx Message-ID: <52D985DF.2090605@fv-berlin.de> Hi, as you can see on these slides: http://www.slideshare.net/AdrianNuta1/real-time-fulltext-search-with-sphinx ... it is now possible with sphinx to allow for actual realtime searching, something that I have come to realize while researching, not even postgresql allows for. There is a caveat to this though: this functionality is not transparent to the application, meaning that RT would need to be modified to support this. Is this being worked on already, or is this something that could be suggested? Regards, ms From methier at CGR.Harvard.edu Fri Jan 17 14:35:43 2014 From: methier at CGR.Harvard.edu (Ethier, Michael) Date: Fri, 17 Jan 2014 19:35:43 +0000 Subject: [rt-users] Import a text file into RT as a scrip ? Message-ID: <0B117990D8364D45A6371D22353FD9CC095DE2@HARVANDMBX01.fasmail.priv> Hi, I have a text file (exact RT scrip syntax) that sits on our RT server that I would like to import into RT and update(overwrite) a particular scrip's custom condition with it.... on a regular basis. Is this possible ? And if yes, how ? Thanks, Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From rick at zoerner.com Fri Jan 17 16:07:29 2014 From: rick at zoerner.com (rwzoerner) Date: Fri, 17 Jan 2014 13:07:29 -0800 (PST) Subject: [rt-users] How to create a scrip Condition for OnAddRequestor In-Reply-To: <20140117155135.GH8052@easter-eggs.com> References: <1389904152703-56325.post@n7.nabble.com> <20140117134327.GE8052@easter-eggs.com> <52D947A5.3040901@zoerner.com> <20140117155135.GH8052@easter-eggs.com> Message-ID: <52D99B74.1070001@zoerner.com> Thanks! I think that is exactly what I needed. -Rick On 1/17/2014 9:52 AM, Emmanuel Lacour [via RequestTracker] wrote: > On Fri, Jan 17, 2014 at 07:10:43AM -0800, rwzoerner wrote: > > Emmanuel, > > > > Thanks for great input but those things we are already doing. > > The key, though, is that when a new requester IS added, for any > reason, > > they need to receive an email (the Autoreply template, actually) > letting > > them know. That's what I need the condition for - how to trap the > addition > > of a new Requester so I can then Notify Requesters in a scrip. > The normal > > scrip only fires On Create - I need one to fire On Add Requester. > > > > For your UserDefined condition, adding a Requestor is matched via: > > if ( $self->TransactionObj->Type eq 'AddWatcher' && > $self->TransactionObj->Field eq 'Requestor' ) { > ... > > > you may check also that we are adding a requestor and not changing an > existing one: > > if ( ! $self->TransactionObj->OldValue ) { > > > The new requestor id will be in $self->TransactionObj->NewValue, you > have to load it as a RT::User to get the EmailAddress and use it in > your template. > > > -- > 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:[hidden email] > - http://www.easter-eggs.com > > > ------------------------------------------------------------------------ > If you reply to this email, your message will be added to the > discussion below: > http://requesttracker.8502.n7.nabble.com/How-to-create-a-scrip-Condition-for-OnAddRequestor-tp56325p56341.html > > To unsubscribe from How to create a scrip Condition for > OnAddRequestor, click here > . > NAML > > -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-to-create-a-scrip-Condition-for-OnAddRequestor-tp56325p56347.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathew.snyder at gmail.com Fri Jan 17 16:41:20 2014 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Fri, 17 Jan 2014 11:41:20 -1000 Subject: [rt-users] How far can categories nest? In-Reply-To: <20140117161555.GZ2259@jibsheet.com> References: <20140117161555.GZ2259@jibsheet.com> Message-ID: Sorry. 4.2.1. -Mathew "When you do things right, people won't be sure you've done anything at all." - God; Futurama "We'll get along much better once you accept that you're wrong and neither am I." - Me On Fri, Jan 17, 2014 at 6:15 AM, Kevin Falcone wrote: > On Thu, Jan 16, 2014 at 12:07:14PM -1000, Mathew Snyder wrote: > > I have three custom fields I'd like linked: Support Type, Support > Category, and Support > > Sub-Category. > > Support Type has not "Categories are based on" set. > > Support Category has "Categories are based on" set to Support Type > > Support Sub-Category has "Categories are based on" set to Support > Category. > > When I select the Support Type, Support Category populates with the > expected values (In this > > case, Hardware, Software, and Telephony). However, when I select > Support Category, Support > > Sub-Category does not populate. > > The categories are configured for each entry in Support Sub-Category. > > Do categories only go one level? > > You didn't state your RT version, but if you search > http://bestpractical.com/release-notes/rt/4.2.2 > for Custom Field you'll find a likely bugfix. > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathew.snyder at gmail.com Fri Jan 17 16:43:08 2014 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Fri, 17 Jan 2014 11:43:08 -1000 Subject: [rt-users] How far can categories nest? In-Reply-To: References: <20140117161555.GZ2259@jibsheet.com> Message-ID: Looks like I'll be upgrading to 4.2.2. Fortunately, this isn't in production yet. -Mathew "When you do things right, people won't be sure you've done anything at all." - God; Futurama "We'll get along much better once you accept that you're wrong and neither am I." - Me On Fri, Jan 17, 2014 at 11:41 AM, Mathew Snyder wrote: > Sorry. 4.2.1. > > -Mathew > > "When you do things right, people won't be sure you've done anything at > all." - God; Futurama > > "We'll get along much better once you accept that you're wrong and > neither am I." - Me > > > On Fri, Jan 17, 2014 at 6:15 AM, Kevin Falcone wrote: > >> On Thu, Jan 16, 2014 at 12:07:14PM -1000, Mathew Snyder wrote: >> > I have three custom fields I'd like linked: Support Type, Support >> Category, and Support >> > Sub-Category. >> > Support Type has not "Categories are based on" set. >> > Support Category has "Categories are based on" set to Support Type >> > Support Sub-Category has "Categories are based on" set to Support >> Category. >> > When I select the Support Type, Support Category populates with the >> expected values (In this >> > case, Hardware, Software, and Telephony). However, when I select >> Support Category, Support >> > Sub-Category does not populate. >> > The categories are configured for each entry in Support Sub-Category. >> > Do categories only go one level? >> >> You didn't state your RT version, but if you search >> http://bestpractical.com/release-notes/rt/4.2.2 >> for Custom Field you'll find a likely bugfix. >> >> -kevin >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathew.snyder at gmail.com Fri Jan 17 17:04:17 2014 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Fri, 17 Jan 2014 12:04:17 -1000 Subject: [rt-users] How far can categories nest? In-Reply-To: References: <20140117161555.GZ2259@jibsheet.com> Message-ID: I just upgraded and the custom fields still aren't cascading properly. After selecting the first one the second populates, but after selecting the second one the third does not. CentOS 6.5, FastCGI, RT 4.2.2, MySQL 5.1.71-1 -Mathew "When you do things right, people won't be sure you've done anything at all." - God; Futurama "We'll get along much better once you accept that you're wrong and neither am I." - Me On Fri, Jan 17, 2014 at 11:43 AM, Mathew Snyder wrote: > Looks like I'll be upgrading to 4.2.2. Fortunately, this isn't in > production yet. > > -Mathew > > "When you do things right, people won't be sure you've done anything at > all." - God; Futurama > > "We'll get along much better once you accept that you're wrong and > neither am I." - Me > > > On Fri, Jan 17, 2014 at 11:41 AM, Mathew Snyder wrote: > >> Sorry. 4.2.1. >> >> -Mathew >> >> "When you do things right, people won't be sure you've done anything at >> all." - God; Futurama >> >> "We'll get along much better once you accept that you're wrong and >> neither am I." - Me >> >> >> On Fri, Jan 17, 2014 at 6:15 AM, Kevin Falcone > > wrote: >> >>> On Thu, Jan 16, 2014 at 12:07:14PM -1000, Mathew Snyder wrote: >>> > I have three custom fields I'd like linked: Support Type, Support >>> Category, and Support >>> > Sub-Category. >>> > Support Type has not "Categories are based on" set. >>> > Support Category has "Categories are based on" set to Support Type >>> > Support Sub-Category has "Categories are based on" set to Support >>> Category. >>> > When I select the Support Type, Support Category populates with the >>> expected values (In this >>> > case, Hardware, Software, and Telephony). However, when I select >>> Support Category, Support >>> > Sub-Category does not populate. >>> > The categories are configured for each entry in Support >>> Sub-Category. >>> > Do categories only go one level? >>> >>> You didn't state your RT version, but if you search >>> http://bestpractical.com/release-notes/rt/4.2.2 >>> for Custom Field you'll find a likely bugfix. >>> >>> -kevin >>> >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathew.snyder at gmail.com Fri Jan 17 19:12:09 2014 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Fri, 17 Jan 2014 14:12:09 -1000 Subject: [rt-users] How far can categories nest? In-Reply-To: References: <20140117161555.GZ2259@jibsheet.com> Message-ID: For clarification: First CF: Support Type (ST) - System Support - User Support Second CF: Support Category (SC) - Hardware -> System Support - Software -> System Support - Telephony -> System Support - New Employee -> User Support - Promotion -> User Support - Temp Employee -> User Support Third CF: Support Sub-Category (SSC) - Mobile Phone -> Hardware - Computer -> Hardware - VPN -> Software - Anti-virus -> Software - Email -> Software - Networking -> Telephony - Phones -> Telephony This is the original order for I have found that the bug mentioned by Kevin persists in version 4.2.2, at least, in my case, after upgrading from 4.2.1. Selecting System Support will populate Support Category, but selecting a value from Support Category will not populate Support Sub-Category. As a matter of troubleshooting I have moved Support Sub-Category above Support Category and found that SSC will populate with one of the categories described by SC and all of the associated options (specifically, the Software category). However, changing the value of SC still does not cascade into SSC. SSC retains the Software sub-category and its values and only the Software sub-category regardless of the SC chosen. Reverting the custom fields to their original order does not alter this nor does it go back to not displaying *any* values in SSC. Example: Selecting System Support from Support Type populates Support Category with Hardware, Software, and Telephony. Selecting Hardware from Support Category populates Support Sub-Category with - Software - VPN - Anti-virus - Email No value is selected. Selecting Telephony from Support Category populates Support Sub-Category with - Software - VPN - Anti-virus - Email No value is selected. Instead of - Telephony - Networking - Phones /Example Selecting User Support from Support Type populates Support Category with all of the expected, relevant values under Support Category. There are no associated Support Sub-Category values for User Support. However, the same issue as above is present. The SSC field is still populated with the Software sub-category. -Mathew "When you do things right, people won't be sure you've done anything at all." - God; Futurama "We'll get along much better once you accept that you're wrong and neither am I." - Me On Fri, Jan 17, 2014 at 12:04 PM, Mathew Snyder wrote: > I just upgraded and the custom fields still aren't cascading properly. > After selecting the first one the second populates, but after selecting the > second one the third does not. > > CentOS 6.5, FastCGI, RT 4.2.2, MySQL 5.1.71-1 > > -Mathew > > "When you do things right, people won't be sure you've done anything at > all." - God; Futurama > > "We'll get along much better once you accept that you're wrong and > neither am I." - Me > > > On Fri, Jan 17, 2014 at 11:43 AM, Mathew Snyder wrote: > >> Looks like I'll be upgrading to 4.2.2. Fortunately, this isn't in >> production yet. >> >> -Mathew >> >> "When you do things right, people won't be sure you've done anything at >> all." - God; Futurama >> >> "We'll get along much better once you accept that you're wrong and >> neither am I." - Me >> >> >> On Fri, Jan 17, 2014 at 11:41 AM, Mathew Snyder wrote: >> >>> Sorry. 4.2.1. >>> >>> -Mathew >>> >>> "When you do things right, people won't be sure you've done anything at >>> all." - God; Futurama >>> >>> "We'll get along much better once you accept that you're wrong and >>> neither am I." - Me >>> >>> >>> On Fri, Jan 17, 2014 at 6:15 AM, Kevin Falcone < >>> falcone at bestpractical.com> wrote: >>> >>>> On Thu, Jan 16, 2014 at 12:07:14PM -1000, Mathew Snyder wrote: >>>> > I have three custom fields I'd like linked: Support Type, Support >>>> Category, and Support >>>> > Sub-Category. >>>> > Support Type has not "Categories are based on" set. >>>> > Support Category has "Categories are based on" set to Support Type >>>> > Support Sub-Category has "Categories are based on" set to Support >>>> Category. >>>> > When I select the Support Type, Support Category populates with >>>> the expected values (In this >>>> > case, Hardware, Software, and Telephony). However, when I select >>>> Support Category, Support >>>> > Sub-Category does not populate. >>>> > The categories are configured for each entry in Support >>>> Sub-Category. >>>> > Do categories only go one level? >>>> >>>> You didn't state your RT version, but if you search >>>> http://bestpractical.com/release-notes/rt/4.2.2 >>>> for Custom Field you'll find a likely bugfix. >>>> >>>> -kevin >>>> >>> >>> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From vogt at spamcop.net Sat Jan 18 08:27:13 2014 From: vogt at spamcop.net (Gerald Vogt) Date: Sat, 18 Jan 2014 14:27:13 +0100 Subject: [rt-users] RT 4.2.1 - ExternalAuth against LDAP server and users with multiple mail addresses Message-ID: <52DA8131.7030606@spamcop.net> Hi! We use the ExternalAuth module to authenticate users against a LDAP directory. Some users have multiple e-mail addresses, i.e. multiple values for the LDAP mail attribute (e.g. gv2 at example.com and vogt at example.com) Users can send e-mails to the RT server from the e-mail address which made it into the RT MySQL database without problems. (let's say vogt at example.com works) However, if they send from a different e-mail address (i.e. gv2 at example.com) it fails with error "Could not load a valid user". Documentations mentions it should work if the users has e-mail addresses from different attributes. But it doesn't say anything if there are multiple values for the same attribute. Browsing through the source code it looks to me as if RT first only checks against it internal database to find out whether a user with the sender address already exists, then tries to create a new user for the address only to find that the user name matching in LDAP to this e-mail address already exists in the internal database. Is this not possible or am I missing something here? Thanks! Logs show this: Jan 17 13:57:56 rt4 RT: [5002] The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/usr/local/rt4/sbin/../lib/RT/Config.pm:485) Jan 17 13:57:57 rt4 RT: [5007] Encode::Guess guessed encoding: ascii (/usr/local/rt4/sbin/../lib/RT/I18N.pm:595) Jan 17 13:57:57 rt4 RT: [5007] Encode::Guess guessed encoding: ascii (/usr/local/rt4/sbin/../lib/RT/I18N.pm:595) Jan 17 13:57:57 rt4 RT: [5007] Converting 'ascii' to 'utf-8' for text/plain - test (/usr/local/rt4/sbin/../lib/RT/I18N.pm:295) Jan 17 13:57:57 rt4 RT: [5007] Going to create user with address 'gv2 at example.com' (/usr/local/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:100) Jan 17 13:57:57 rt4 RT: [5007] RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::Authen::ExternalAuth /usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm 702 with: Comments: Autocreated on ticket submission, Disabled: , EmailAddress: gv2 at example.com, Name: gv2 at example.com, Password: , Privileged: , RealName: (/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:599) Jan 17 13:57:57 rt4 RT: [5007] Attempting to get user info using this external service: LDAP (/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:607) Jan 17 13:57:57 rt4 RT: [5007] Attempting to use this canonicalization key: Name (/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:621) Jan 17 13:57:57 rt4 RT: [5007] LDAP Search === Base: ou=people,o=ldap,o=root == Filter: (&(objectclass=*)(uid=gv2 at example.com)) == Attrs: l,gecos,st,mail,gecos,co,streetAddress,postalCode,telephoneNumber,uid,physicalDeliveryOfficeName,uid (/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:357) Jan 17 13:57:57 rt4 RT: [5007] Attempting to use this canonicalization key: EmailAddress (/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:621) Jan 17 13:57:57 rt4 RT: [5007] LDAP Search === Base: ou=people,o=ldap,o=root == Filter: (&(objectclass=*)(mail=gv2 at example.com)) == Attrs: l,gecos,st,mail,gecos,co,streetAddress,postalCode,telephoneNumber,uid,physicalDeliveryOfficeName,uid (/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:357) Jan 17 13:57:57 rt4 RT: [5007] RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , City: , Comments: Autocreated on ticket submission, Country: , Disabled: , EmailAddress: vogt at example.com, ExternalAuthId: vogt, Gecos: Gerald Vogt, Name: vogt, Organization: , Password: , Privileged: , RealName: Gerald Vogt, State: , WorkPhone: , Zip: Jan 17 13:57:57 rt4 RT: [5007] Use of uninitialized value $Username in concatenation (.) or string at /usr/local/rt4/sbin/../lib/RT/Interface/Email.pm line 849. Jan 17 13:57:57 rt4 RT: [5007] create new user. username = , emailaddress = gv2 at example.com (/usr/local/rt4/sbin/../lib/RT/Interface/Email.pm:849) Jan 17 13:57:57 rt4 RT: [5007] Use of uninitialized value in concatenation (.) or string at /usr/local/rt4/sbin/../lib/RT/Interface/Email.pm line 859. Jan 17 13:57:57 rt4 RT: [5007] loadbyemail got (/usr/local/rt4/sbin/../lib/RT/Interface/Email.pm:859) Jan 17 13:57:57 rt4 RT: [5007] User could not be created: User creation failed in mailgateway: Name in use Jan 17 13:57:57 rt4 RT: [5007] Couldn't load user 'gv2 at example.com'.giving up Jan 17 13:57:57 rt4 RT: [5007] User could not be loaded: User 'gv2 at example.com' could not be loaded in the mail gateway Jan 17 13:57:57 rt4 RT: [5007] Could not load a valid user: RT could not load a valid user, and RT's configuration does not allow#012for the creation of a new user for this email (gv2 at example.com).#012#012You might need to grant 'Everyone' the right 'CreateTicket' for the#012queue Firewall. Jan 17 13:57:57 rt4 RT: [5007] Could not load a valid user: RT could not load a valid user, and RT's configuration does not allow#012for the creation of a new user for your email. Jan 17 13:57:57 rt4 RT: [5007] Could not record email: Could not load a valid user LDAP configuration is this: Plugin( "RT::Authen::ExternalAuth" ); Set($ExternalAuthPriority, [ 'LDAP' ]); Set($ExternalInfoPriority, [ 'LDAP' ]); Set($ExternalServiceUsesSSLorTLS, 1); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { 'LDAP' => { 'type' => 'ldap', 'server' => [ 'ldaps://dsp1.example.com', 'ldaps://dsp2.example.com' ], 'user' => 'cn=agent, ou=Special Users, dc=adm', 'pass' => 'password', 'base' => 'ou=people,o=ldap,o=root', 'filter' => '(objectclass=*)', # 'd_filter' => '(FILTER_STRING)', # 'group' => 'GROUP_NAME', # 'group_attr' => 'GROUP_ATTR', 'tls' => 1, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], # 'group_scope' => 'base', # 'group_attr_value' => 'GROUP_ATTR_VALUE', 'attr_match_list' => [ 'Name', 'EmailAddress', ], 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'gecos', 'ExternalAuthId' => 'uid', 'Gecos' => 'gecos', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' }, }, } ); Gerald From andrius.kulbis at ktu.lt Mon Jan 20 02:54:01 2014 From: andrius.kulbis at ktu.lt (andriuss) Date: Sun, 19 Jan 2014 23:54:01 -0800 (PST) Subject: [rt-users] REST mail-gateway using 100% cpu In-Reply-To: <1389934698.4834.2.camel@umgah.localdomain> References: <1389621326745-56255.post@n7.nabble.com> <20140115161942.GQ2259@jibsheet.com> <1389817588673-56305.post@n7.nabble.com> <20140115205834.GV2259@jibsheet.com> <1389861454985-56316.post@n7.nabble.com> <1389934698.4834.2.camel@umgah.localdomain> Message-ID: <1390204441101-56353.post@n7.nabble.com> I don't think so. First point, correct me if I'm wrong - An 'encoded-word' MUST NOT appear in any portion of an 'addr-spec' : It says, that you can't have the following syntax: "Name Surname" See http://tools.ietf.org/html/rfc2047#page-11, the examples section, where the following is said to be correct syntax, untill the encoded word is self contained: Subject: =?ISO-8859-1?B?SWYgeW91IGNhbiByZWFkIHRoaXMgeW8=?= =?ISO-8859-2?B?dSB1bmRlcnN0YW5kIHRoZSBleGFtcGxlLg==?= -- View this message in context: http://requesttracker.8502.n7.nabble.com/REST-mail-gateway-using-100-cpu-tp56255p56353.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From eric at maiso.net Mon Jan 20 03:33:17 2014 From: eric at maiso.net (Eric MAISONOBE) Date: Mon, 20 Jan 2014 09:33:17 +0100 Subject: [rt-users] Need help about scrip condition In-Reply-To: <20140117133432.GC8052@easter-eggs.com> References: <20140117133432.GC8052@easter-eggs.com> Message-ID: Many thanks : this exactly what i was looking for ! Le 17 janv. 2014 14:34, "Emmanuel Lacour" a ?crit : > On Thu, Jan 16, 2014 at 06:57:12PM +0100, Eric MAISONOBE wrote: > > > > So i have 2 questions : > > -> what's the way to check if the comment creator is "Enoch root", > and in > > this case (and only in this case) to notify the comment to > > 'OtherRecipients', > > Something like this (untested): > > my $RootUser = RT::User->new( $self->CurrentUser ); > $RootUser->Load( 'root' ); > if ($Transaction->CreatorObj->id == $RootUser->id ) { > ... > > > > -> moreover, where can i found the code corresponding to default > > conditions and actions pre-existing in RT web interface ? > > Conditions: lib/RT/Condition/*.pm > Actions: lib/RT/Action/*.pm > > > -- > 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 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From shane at markentsolutions.com Mon Jan 20 13:54:42 2014 From: shane at markentsolutions.com (Shane Vedvik) Date: Mon, 20 Jan 2014 18:54:42 +0000 Subject: [rt-users] On reply un-own ticket Message-ID: Does anyone know how this is implemented in RT 4? I know when we used RT 3 at a previous employer, any time a customer replied to a ticket the owner was changed to nobody and if it was resolved, it was re-opened. I would like to implement this behavior here but I didn't administer that server, and I'm unfamiliar with Scrip writing in general. Any assistance of course would be greatly appreciated. Thanks, Shane Vedvik From alexmv at bestpractical.com Mon Jan 20 16:28:27 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 20 Jan 2014 16:28:27 -0500 Subject: [rt-users] REST mail-gateway using 100% cpu In-Reply-To: <1390204441101-56353.post@n7.nabble.com> References: <1389621326745-56255.post@n7.nabble.com> <20140115161942.GQ2259@jibsheet.com> <1389817588673-56305.post@n7.nabble.com> <20140115205834.GV2259@jibsheet.com> <1389861454985-56316.post@n7.nabble.com> <1389934698.4834.2.camel@umgah.localdomain> <1390204441101-56353.post@n7.nabble.com> Message-ID: <1390253307.5259.40.camel@umgah.localdomain> On Sun, 2014-01-19 at 23:54 -0800, andriuss wrote: > I don't think so. > First point, correct me if I'm wrong - An 'encoded-word' MUST NOT appear in > any portion of an 'addr-spec' : > > It says, that you can't have the following syntax: "Name Surname" > ...are you attempting to claim that a From: header of =?UTF-8?B?ICJUb21hcyBNYXLEjWl1bGlvbmlzIiA8VG9tYXMuTWFyY2l1bGlvbmlzQGJp?= =?UTF-8?B?dGVzcGFydG5lcmlzLmx0Pg==?= is _not_ an example of an encoded-word appearing in some portion of an addr-spec? Like, the addr-spec that _should_ be written Tomas.Marciulionis at bitespartneris.lt ? I'd say that's an encoded word appearing in a portion where an addr-spec is expected. Regardless, see below. > See http://tools.ietf.org/html/rfc2047#page-11, the examples section, where > the following is said to be correct syntax, untill the encoded word is self > contained: > > Subject: =?ISO-8859-1?B?SWYgeW91IGNhbiByZWFkIHRoaXMgeW8=?= > =?ISO-8859-2?B?dSB1bmRlcnN0YW5kIHRoZSBleGFtcGxlLg==?= No. That is entirely different. The "subject" field is not a "structured header"[1] -- it merely consists of "*text"[2]. As such, this follows rule (1) of [3]. The "From" field, however, is a structured header the full ABNF of which can be found in [4]. As such, you're not allowed to replace the entire content with an encoded-words. Per rule (3) of [3], "phrase" is the only place which an encoded-word is allowed to be found in a structured field. And "phrase" can only occur in one place in an "address": specifically, before . I guarantee that no widely-used email client chooses to format addresses does encoding the way you're insinuating. RT is clearly _wrong_ to consume CPU time parsing it, but it would be almost more wrong to parse in the way you're implying. My mail client, for instance, rightly refuses to parse it at all, and leaves it as =?UTF-8?B?....?= when displaying, and indeed when attempting to reply to such a message. I am still morbidly curious to hear what software created that header. - Alex [1] http://tools.ietf.org/html/rfc822#section-3.1.2 [2] http://tools.ietf.org/html/rfc822#section-4.1 [3] http://tools.ietf.org/html/rfc2047#section-5 [4] http://tools.ietf.org/html/rfc2822#section-3.4 From vogt at spamcop.net Tue Jan 21 03:27:50 2014 From: vogt at spamcop.net (Gerald Vogt) Date: Tue, 21 Jan 2014 09:27:50 +0100 Subject: [rt-users] RT 4.2.1 - ExternalAuth against LDAP server and users with multiple mail addresses In-Reply-To: <52DA8131.7030606@spamcop.net> References: <52DA8131.7030606@spamcop.net> Message-ID: <52DE2F86.9070205@spamcop.net> Anyone knows whether this should work? Did see any answers till now... Is it possible for a user to use more than one sender e-mail address for the same account if all e-mail addresses are in the LDAP directory? I have found this in the RT_SiteConfig.pm file which comes with the ExternalAuth module: "However, if a user with an existing RT account with EmailAddress set to the C address, sent mail from C, it would still match. The user's EmailAddress in RT would remain the primary C address. This feature is useful for LDAP configurations where users have a primary institutional email address, but might also use aliases from subdomains or other email services. This prevents RT from creating multiple accounts for the same person." It doesn't clearly say whether e-mails sent from the "alias" email address would be accepted or not. Thanks! Gerald On 18.01.2014 14:27, Gerald Vogt wrote: > Hi! > > We use the ExternalAuth module to authenticate users against a LDAP > directory. Some users have multiple e-mail addresses, i.e. multiple > values for the LDAP mail attribute (e.g. gv2 at example.com and > vogt at example.com) > > Users can send e-mails to the RT server from the e-mail address which > made it into the RT MySQL database without problems. (let's say > vogt at example.com works) > > However, if they send from a different e-mail address (i.e. > gv2 at example.com) it fails with error "Could not load a valid user". > > Documentations mentions it should work if the users has e-mail addresses > from different attributes. But it doesn't say anything if there are > multiple values for the same attribute. > > Browsing through the source code it looks to me as if RT first only > checks against it internal database to find out whether a user with the > sender address already exists, then tries to create a new user for the > address only to find that the user name matching in LDAP to this e-mail > address already exists in the internal database. > > Is this not possible or am I missing something here? > > Thanks! > > Logs show this: > > Jan 17 13:57:56 rt4 RT: [5002] The RTAddressRegexp option is not set in > the config. Not setting this option results in additional SQL queries to > check whether each address belongs to RT or not. It is especially > important to set this option if RT recieves emails on addresses that are > not in the database or config. (/usr/local/rt4/sbin/../lib/RT/Config.pm:485) > Jan 17 13:57:57 rt4 RT: [5007] Encode::Guess guessed encoding: ascii > (/usr/local/rt4/sbin/../lib/RT/I18N.pm:595) > Jan 17 13:57:57 rt4 RT: [5007] Encode::Guess guessed encoding: ascii > (/usr/local/rt4/sbin/../lib/RT/I18N.pm:595) > Jan 17 13:57:57 rt4 RT: [5007] Converting 'ascii' to 'utf-8' for > text/plain - test (/usr/local/rt4/sbin/../lib/RT/I18N.pm:295) > Jan 17 13:57:57 rt4 RT: [5007] Going to create user with address > 'gv2 at example.com' > (/usr/local/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:100) > Jan 17 13:57:57 rt4 RT: [5007] > RT::Authen::ExternalAuth::CanonicalizeUserInfo called by > RT::Authen::ExternalAuth > /usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm > 702 with: Comments: Autocreated on ticket submission, Disabled: , > EmailAddress: gv2 at example.com, Name: gv2 at example.com, Password: , > Privileged: , RealName: > (/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:599) > Jan 17 13:57:57 rt4 RT: [5007] Attempting to get user info using this > external service: LDAP > (/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:607) > Jan 17 13:57:57 rt4 RT: [5007] Attempting to use this canonicalization > key: Name > (/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:621) > Jan 17 13:57:57 rt4 RT: [5007] LDAP Search === Base: > ou=people,o=ldap,o=root == Filter: > (&(objectclass=*)(uid=gv2 at example.com)) == Attrs: > l,gecos,st,mail,gecos,co,streetAddress,postalCode,telephoneNumber,uid,physicalDeliveryOfficeName,uid > (/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:357) > Jan 17 13:57:57 rt4 RT: [5007] Attempting to use this canonicalization > key: EmailAddress > (/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:621) > Jan 17 13:57:57 rt4 RT: [5007] LDAP Search === Base: > ou=people,o=ldap,o=root == Filter: > (&(objectclass=*)(mail=gv2 at example.com)) == Attrs: > l,gecos,st,mail,gecos,co,streetAddress,postalCode,telephoneNumber,uid,physicalDeliveryOfficeName,uid > (/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:357) > Jan 17 13:57:57 rt4 RT: [5007] > RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , > City: , Comments: Autocreated on ticket submission, Country: , Disabled: > , EmailAddress: vogt at example.com, ExternalAuthId: vogt, Gecos: Gerald > Vogt, Name: vogt, Organization: , Password: , Privileged: , RealName: > Gerald Vogt, State: , WorkPhone: , Zip: > Jan 17 13:57:57 rt4 RT: [5007] Use of uninitialized value $Username in > concatenation (.) or string at > /usr/local/rt4/sbin/../lib/RT/Interface/Email.pm line 849. > Jan 17 13:57:57 rt4 RT: [5007] create new user. username = , > emailaddress = gv2 at example.com > (/usr/local/rt4/sbin/../lib/RT/Interface/Email.pm:849) > Jan 17 13:57:57 rt4 RT: [5007] Use of uninitialized value in > concatenation (.) or string at > /usr/local/rt4/sbin/../lib/RT/Interface/Email.pm line 859. > Jan 17 13:57:57 rt4 RT: [5007] loadbyemail got > (/usr/local/rt4/sbin/../lib/RT/Interface/Email.pm:859) > Jan 17 13:57:57 rt4 RT: [5007] User could not be created: User creation > failed in mailgateway: Name in use > Jan 17 13:57:57 rt4 RT: [5007] Couldn't load user > 'gv2 at example.com'.giving up > Jan 17 13:57:57 rt4 RT: [5007] User could not be loaded: User > 'gv2 at example.com' could not be loaded in the mail gateway > Jan 17 13:57:57 rt4 RT: [5007] Could not load a valid user: RT could not > load a valid user, and RT's configuration does not allow#012for the > creation of a new user for this email (gv2 at example.com).#012#012You > might need to grant 'Everyone' the right 'CreateTicket' for the#012queue > Firewall. > Jan 17 13:57:57 rt4 RT: [5007] Could not load a valid user: RT could not > load a valid user, and RT's configuration does not allow#012for the > creation of a new user for your email. > Jan 17 13:57:57 rt4 RT: [5007] Could not record email: Could not load a > valid user > > LDAP configuration is this: > > Plugin( "RT::Authen::ExternalAuth" ); > > Set($ExternalAuthPriority, [ 'LDAP' ]); > Set($ExternalInfoPriority, [ 'LDAP' ]); > Set($ExternalServiceUsesSSLorTLS, 1); > Set($AutoCreateNonExternalUsers, 0); > Set($ExternalSettings, { > 'LDAP' => { > 'type' => 'ldap', > 'server' => [ 'ldaps://dsp1.example.com', > 'ldaps://dsp2.example.com' ], > 'user' => 'cn=agent, ou=Special Users, > dc=adm', > 'pass' => 'password', > 'base' => 'ou=people,o=ldap,o=root', > 'filter' => '(objectclass=*)', > # 'd_filter' => '(FILTER_STRING)', > # 'group' => 'GROUP_NAME', > # 'group_attr' => 'GROUP_ATTR', > 'tls' => 1, > 'ssl_version' => 3, > 'net_ldap_args' => [ version => 3 ], > # 'group_scope' => 'base', > # 'group_attr_value' => 'GROUP_ATTR_VALUE', > 'attr_match_list' => [ > 'Name', > 'EmailAddress', > ], > 'attr_map' => { > 'Name' => 'uid', > 'EmailAddress' => 'mail', > 'Organization' => 'physicalDeliveryOfficeName', > 'RealName' => 'gecos', > 'ExternalAuthId' => 'uid', > 'Gecos' => 'gecos', > 'WorkPhone' => 'telephoneNumber', > 'Address1' => 'streetAddress', > 'City' => 'l', > 'State' => 'st', > 'Zip' => 'postalCode', > 'Country' => 'co' > }, > }, > } ); > > Gerald > From andrius.kulbis at ktu.lt Tue Jan 21 07:55:09 2014 From: andrius.kulbis at ktu.lt (andriuss) Date: Tue, 21 Jan 2014 04:55:09 -0800 (PST) Subject: [rt-users] REST mail-gateway using 100% cpu In-Reply-To: <1390253307.5259.40.camel@umgah.localdomain> References: <1389621326745-56255.post@n7.nabble.com> <20140115161942.GQ2259@jibsheet.com> <1389817588673-56305.post@n7.nabble.com> <20140115205834.GV2259@jibsheet.com> <1389861454985-56316.post@n7.nabble.com> <1389934698.4834.2.camel@umgah.localdomain> <1390204441101-56353.post@n7.nabble.com> <1390253307.5259.40.camel@umgah.localdomain> Message-ID: <1390308909632-56358.post@n7.nabble.com> Sorry for my lack of knowledge. Still I think that RT, to be more precise, Email::Address:List module should reject this kind of header and not stuck in infinity regex loop. What I was able to get from mail sender, he was using Microsoft Outlook Web App. -- View this message in context: http://requesttracker.8502.n7.nabble.com/REST-mail-gateway-using-100-cpu-tp56255p56358.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alexmv at bestpractical.com Tue Jan 21 14:25:25 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 21 Jan 2014 14:25:25 -0500 Subject: [rt-users] REST mail-gateway using 100% cpu In-Reply-To: <1390308909632-56358.post@n7.nabble.com> References: <1389621326745-56255.post@n7.nabble.com> <20140115161942.GQ2259@jibsheet.com> <1389817588673-56305.post@n7.nabble.com> <20140115205834.GV2259@jibsheet.com> <1389861454985-56316.post@n7.nabble.com> <1389934698.4834.2.camel@umgah.localdomain> <1390204441101-56353.post@n7.nabble.com> <1390253307.5259.40.camel@umgah.localdomain> <1390308909632-56358.post@n7.nabble.com> Message-ID: <1390332325.8144.10.camel@umgah.localdomain> On Tue, 2014-01-21 at 04:55 -0800, andriuss wrote: > Sorry for my lack of knowledge. Still I think that RT, to be more precise, > Email::Address:List module should reject this kind of header and not stuck > in infinity regex loop. Absolutely. We intend to address this shortly. > What I was able to get from mail sender, he was using Microsoft Outlook Web > App. Interesting. - Alex From falcone at bestpractical.com Tue Jan 21 14:29:34 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 21 Jan 2014 14:29:34 -0500 Subject: [rt-users] RT 4.2.1 - ExternalAuth against LDAP server and users with multiple mail addresses In-Reply-To: <52DE2F86.9070205@spamcop.net> References: <52DA8131.7030606@spamcop.net> <52DE2F86.9070205@spamcop.net> Message-ID: <20140121192934.GA2259@jibsheet.com> On Tue, Jan 21, 2014 at 09:27:50AM +0100, Gerald Vogt wrote: > Anyone knows whether this should work? Did see any answers till now... You asked on a Saturday of a holiday weekend. > Is it possible for a user to use more than one sender e-mail address for > the same account if all e-mail addresses are in the LDAP directory? > > I have found this in the RT_SiteConfig.pm file which comes with the > ExternalAuth module: > > "However, if a user with an existing RT account with EmailAddress set to > the C address, sent mail from C, it would still match. The > user's EmailAddress in RT would remain the primary C address. > > This feature is useful for LDAP configurations where users have a > primary institutional email address, but might also use aliases from > subdomains or other email services. This prevents RT from creating > multiple accounts for the same person." > > It doesn't clearly say whether e-mails sent from the "alias" email > address would be accepted or not. I'm glad you found the example config. The key is the first sentence you quote. RT will look up against alias and treat it as though they sent from their primary email address. -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 Jan 21 14:30:33 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 21 Jan 2014 14:30:33 -0500 Subject: [rt-users] Real time fulltext search/indexing with sphinx In-Reply-To: <52D985DF.2090605@fv-berlin.de> References: <52D985DF.2090605@fv-berlin.de> Message-ID: <20140121193033.GB2259@jibsheet.com> On Fri, Jan 17, 2014 at 08:34:55PM +0100, ms at fv-berlin.de wrote: > as you can see on these slides: > http://www.slideshare.net/AdrianNuta1/real-time-fulltext-search-with-sphinx > > ... it is now possible with sphinx to allow for actual realtime > searching, something that I have come to realize while researching, not > even postgresql allows for. There is a caveat to this though: this > functionality is not transparent to the application, meaning that RT > would need to be modified to support this. Is this being worked on > already, or is this something that could be suggested? No work to support this is currently being done. It's certainly something that could be sponsored if it was important to your company's use of RT. -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 Jan 21 14:31:47 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 21 Jan 2014 14:31:47 -0500 Subject: [rt-users] Import a text file into RT as a scrip ? In-Reply-To: <0B117990D8364D45A6371D22353FD9CC095DE2@HARVANDMBX01.fasmail.priv> References: <0B117990D8364D45A6371D22353FD9CC095DE2@HARVANDMBX01.fasmail.priv> Message-ID: <20140121193147.GC2259@jibsheet.com> On Fri, Jan 17, 2014 at 07:35:43PM +0000, Ethier, Michael wrote: > I have a text file (exact RT scrip syntax) that sits on our RT server that I would like to > import into RT and update(overwrite) a > > particular scrip's custom condition with it.... on a regular basis. Is this possible ? And if > yes, how ? Why not write a scrip condition that lives on disk instead? Look at /opt/rt4/lib/RT/Condition/*.pm for ideas and then read the initialdata docs for how to insert a database record for the condition. http://bestpractical.com/docs/rt/latest/initialdata.html We do this all the time so the actual code of the condition can be easily tracked in source control. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From mathew.snyder at gmail.com Tue Jan 21 14:33:08 2014 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Tue, 21 Jan 2014 09:33:08 -1000 Subject: [rt-users] How far can categories nest? In-Reply-To: References: <20140117161555.GZ2259@jibsheet.com> Message-ID: Any assistance with this will be appreciated. On Jan 17, 2014 2:12 PM, "Mathew Snyder" wrote: > For clarification: > > First CF: Support Type (ST) > > - System Support > - User Support > > Second CF: Support Category (SC) > > - Hardware -> System Support > - Software -> System Support > - Telephony -> System Support > - New Employee -> User Support > - Promotion -> User Support > - Temp Employee -> User Support > > Third CF: Support Sub-Category (SSC) > > - Mobile Phone -> Hardware > - Computer -> Hardware > - VPN -> Software > - Anti-virus -> Software > - Email -> Software > - Networking -> Telephony > - Phones -> Telephony > > > This is the original order for I have found that the bug mentioned by > Kevin persists in version 4.2.2, at least, in my case, after upgrading from > 4.2.1. Selecting System Support will populate Support Category, but > selecting a value from Support Category will not populate Support > Sub-Category. > > As a matter of troubleshooting I have moved Support Sub-Category above > Support Category and found that SSC will populate with one of the > categories described by SC and all of the associated options (specifically, > the Software category). However, changing the value of SC still does not > cascade into SSC. SSC retains the Software sub-category and its values and > only the Software sub-category regardless of the SC chosen. Reverting the > custom fields to their original order does not alter this nor does it go > back to not displaying *any* values in SSC. > > Example: > > Selecting System Support from Support Type populates Support Category with > Hardware, Software, and Telephony. > > Selecting Hardware from Support Category populates Support Sub-Category > with > > - Software > - VPN > - Anti-virus > - Email > > No value is selected. > > > Selecting Telephony from Support Category populates Support Sub-Category > with > > - Software > - VPN > - Anti-virus > - Email > > No value is selected. > > > Instead of > > - Telephony > - Networking > - Phones > > /Example > > Selecting User Support from Support Type populates Support Category with > all of the expected, relevant values under Support Category. There are no > associated Support Sub-Category values for User Support. However, the same > issue as above is present. The SSC field is still populated with the > Software sub-category. > > -Mathew > > "When you do things right, people won't be sure you've done anything at > all." - God; Futurama > > "We'll get along much better once you accept that you're wrong and > neither am I." - Me > > > On Fri, Jan 17, 2014 at 12:04 PM, Mathew Snyder wrote: > >> I just upgraded and the custom fields still aren't cascading properly. >> After selecting the first one the second populates, but after selecting the >> second one the third does not. >> >> CentOS 6.5, FastCGI, RT 4.2.2, MySQL 5.1.71-1 >> >> -Mathew >> >> "When you do things right, people won't be sure you've done anything at >> all." - God; Futurama >> >> "We'll get along much better once you accept that you're wrong and >> neither am I." - Me >> >> >> On Fri, Jan 17, 2014 at 11:43 AM, Mathew Snyder wrote: >> >>> Looks like I'll be upgrading to 4.2.2. Fortunately, this isn't in >>> production yet. >>> >>> -Mathew >>> >>> "When you do things right, people won't be sure you've done anything at >>> all." - God; Futurama >>> >>> "We'll get along much better once you accept that you're wrong and >>> neither am I." - Me >>> >>> >>> On Fri, Jan 17, 2014 at 11:41 AM, Mathew Snyder >> > wrote: >>> >>>> Sorry. 4.2.1. >>>> >>>> -Mathew >>>> >>>> "When you do things right, people won't be sure you've done anything at >>>> all." - God; Futurama >>>> >>>> "We'll get along much better once you accept that you're wrong and >>>> neither am I." - Me >>>> >>>> >>>> On Fri, Jan 17, 2014 at 6:15 AM, Kevin Falcone < >>>> falcone at bestpractical.com> wrote: >>>> >>>>> On Thu, Jan 16, 2014 at 12:07:14PM -1000, Mathew Snyder wrote: >>>>> > I have three custom fields I'd like linked: Support Type, Support >>>>> Category, and Support >>>>> > Sub-Category. >>>>> > Support Type has not "Categories are based on" set. >>>>> > Support Category has "Categories are based on" set to Support Type >>>>> > Support Sub-Category has "Categories are based on" set to Support >>>>> Category. >>>>> > When I select the Support Type, Support Category populates with >>>>> the expected values (In this >>>>> > case, Hardware, Software, and Telephony). However, when I select >>>>> Support Category, Support >>>>> > Sub-Category does not populate. >>>>> > The categories are configured for each entry in Support >>>>> Sub-Category. >>>>> > Do categories only go one level? >>>>> >>>>> You didn't state your RT version, but if you search >>>>> http://bestpractical.com/release-notes/rt/4.2.2 >>>>> for Custom Field you'll find a likely bugfix. >>>>> >>>>> -kevin >>>>> >>>> >>>> >>> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jan 21 14:33:52 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 21 Jan 2014 14:33:52 -0500 Subject: [rt-users] Apache Threads hanging & not gracefully exiting In-Reply-To: References: <20140115162130.GR2259@jibsheet.com> Message-ID: <20140121193352.GD2259@jibsheet.com> On Wed, Jan 15, 2014 at 03:13:31PM -0500, Nathan Baker wrote: > I switched from mod_perl to mod_fcgid and along with the memory usage decreasing by about 75%, > the problem seems to have disappeared. I'm not sure if there is a problem with the code and > mod_fcgid is just handling it better, or what the deal is, but everything is working fine now. > Judging by the user reviews of mod_perl (http://cpanratings.perl.org/dist/mod_perl) it > seems like mod_perl should be the less preferred option, and mod_fastcgi or mod_fcgid should > be used if possible. Is this the general consensus? If so, it might be helpful to add that > recommendation on http://bestpractical.com/docs/rt/latest/web_deployment.html. I personally never deploy on mod_perl unless forced, and we document a number of mod_perl specific issues in the web_deployment document. We also document mod_fastcgi and mod_fcgid before mod_perl in that document for a reason. It's possible we should more strongly discourage mod_perl. -kevin > Thanks for your suggestions though Kevin, if I do see any further issues I'll try using > strace. > For anyone else that comes across this, here are some apache mod_perl documents about > debugging mod_perl applications, using strace and other methods: > http://perl.apache.org/docs/1.0/guide/debug.html > http://perl.apache.org/docs/2.0/user/troubleshooting/troubleshooting.html > -Nate > > On Wed, Jan 15, 2014 at 11:21 AM, Kevin Falcone <[5]falcone at bestpractical.com> wrote: > > On Tue, Jan 14, 2014 at 01:43:59PM -0500, Nathan Baker wrote: > > (gracefully finishing). Those threads will never exit unless I kill the processes > manually. My > > guess would be that one of my customizations are causing this, but does anyone have any > tips > > for how to find out what the problem is? > > strace/dtruss? > > - custom Scrip that uses Filesys::SmbClient to copy attachments to the user's computer > when > > they "Take" the ticket > > That sounds like the biggest suspect. -------------- 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 Jan 21 14:37:59 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 21 Jan 2014 14:37:59 -0500 Subject: [rt-users] rt-crontool and "--action RT::Action::NotifyAsComment" In-Reply-To: References: Message-ID: <20140121193759.GE2259@jibsheet.com> On Thu, Jan 16, 2014 at 06:46:06PM +0100, Eric Maisonobe wrote: > Hello, > I try to use the following cron task : > /opt/rt4/bin/rt-crontool \ > > --search RT::Search::FromSQL \ > --search-arg "Created < '1 day ago' AND (Status = 'new') " \ > --action RT::Action::NotifyAsComment \ > --action-arg 'OtherRecipients' > --template 'my_nice_template' > > but nothing is done (no comment and no notification), because RT complains : > > [critical]: Can't call method "CreatorObj" on an undefined value at > /opt/rt4/bin/../lib/RT/Action/Notify.pm line 134. (/opt/rt4/bin/../lib/RT.pm:400) > > I look at "/opt/rt4/bin/../lib/RT/Action/Notify.pm line 134" and i see : > > my $creatorObj = $self->TransactionObj->CreatorObj; > > So, does anybody knows : > -> how to use rt-crontool with "--action RT::Action::NotifyAsComment", > -> or how to specify the default RT system user in the Notify.pm script > something like : > > eval( my $creatorObj = $self->TransactionObj->CreatorObj) || my $creatorObj = > ; You want the --transaction argument if you're going to use a Notify action: http://bestpractical.com/docs/rt/latest/rt-crontool.html You want first or last, not all. You may find the notification example of the reminders documentation interesting http://bestpractical.com/docs/rt/latest/reminders.html#Email-Reminders -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 Jan 21 14:39:52 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 21 Jan 2014 14:39:52 -0500 Subject: [rt-users] On reply un-own ticket In-Reply-To: References: Message-ID: <20140121193952.GF2259@jibsheet.com> On Mon, Jan 20, 2014 at 06:54:42PM +0000, Shane Vedvik wrote: > Does anyone know how this is implemented in RT 4? I know when we used > RT 3 at a previous employer, any time a customer replied to a ticket > the owner was changed to nobody and if it was resolved, it was re- > opened. I would like to implement this behavior here but I didn't > administer that server, and I'm unfamiliar with Scrip writing in > general. Any assistance of course would be greatly appreciated. The second of these is a core RT feature (On Correspond Open Ticket). It sounds like the first was an On Correspond with a user defined custom commit section that called something like $self->TicketObj->SetOwner('Nobody') -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From eric at maiso.net Tue Jan 21 14:40:30 2014 From: eric at maiso.net (Eric MAISONOBE) Date: Tue, 21 Jan 2014 20:40:30 +0100 Subject: [rt-users] rt-crontool and "--action RT::Action::NotifyAsComment" In-Reply-To: <20140121193759.GE2259@jibsheet.com> References: <20140121193759.GE2259@jibsheet.com> Message-ID: Many thanks for tour help ! Le 21 janv. 2014 20:38, "Kevin Falcone" a ?crit : > On Thu, Jan 16, 2014 at 06:46:06PM +0100, Eric Maisonobe wrote: > > Hello, > > I try to use the following cron task : > > /opt/rt4/bin/rt-crontool \ > > > > --search RT::Search::FromSQL \ > > --search-arg "Created < '1 day ago' AND (Status = 'new') " \ > > --action RT::Action::NotifyAsComment \ > > --action-arg 'OtherRecipients' > > --template 'my_nice_template' > > > > but nothing is done (no comment and no notification), because RT > complains : > > > > [critical]: Can't call method "CreatorObj" on an undefined value at > > /opt/rt4/bin/../lib/RT/Action/Notify.pm line 134. > (/opt/rt4/bin/../lib/RT.pm:400) > > > > I look at "/opt/rt4/bin/../lib/RT/Action/Notify.pm line 134" and i > see : > > > > my $creatorObj = $self->TransactionObj->CreatorObj; > > > > So, does anybody knows : > > -> how to use rt-crontool with "--action RT::Action::NotifyAsComment", > > -> or how to specify the default RT system user in the Notify.pm > script > > something like : > > > > eval( my $creatorObj = $self->TransactionObj->CreatorObj) || my > $creatorObj = > > ; > > You want the --transaction argument if you're going to use a Notify > action: > http://bestpractical.com/docs/rt/latest/rt-crontool.html > You want first or last, not all. > > You may find the notification example of the reminders documentation > interesting > http://bestpractical.com/docs/rt/latest/reminders.html#Email-Reminders > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From vogt at spamcop.net Tue Jan 21 14:49:49 2014 From: vogt at spamcop.net (Gerald Vogt) Date: Tue, 21 Jan 2014 20:49:49 +0100 Subject: [rt-users] RT 4.2.1 - ExternalAuth against LDAP server and users with multiple mail addresses In-Reply-To: <20140121192934.GA2259@jibsheet.com> References: <52DA8131.7030606@spamcop.net> <52DE2F86.9070205@spamcop.net> <20140121192934.GA2259@jibsheet.com> Message-ID: <52DECF5D.5070302@spamcop.net> On 21.01.14 20:29, Kevin Falcone wrote: >> It doesn't clearly say whether e-mails sent from the "alias" email >> address would be accepted or not. > > I'm glad you found the example config. The key is the first sentence > you quote. RT will look up against alias and treat it as though they > sent from their primary email address. Then why doesn't this happen when it has two or more values set for the "mail" attribute? When RT receives an e-mail I don't see any access to the LDAP server at first. It searches the sender address in the internal database. Doesn't find it. Then wants to create a new user. And only then it checks against the LDAP database and finds that the user with that uid (which maps to the "Name" column in the RT database) exists and refuses to create this user. Why doesn't this work and does this reject e-mails from that sender address? Thanks! Gerald From falcone at bestpractical.com Tue Jan 21 15:33:42 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 21 Jan 2014 15:33:42 -0500 Subject: [rt-users] RT 4.2.1 - ExternalAuth against LDAP server and users with multiple mail addresses In-Reply-To: <52DECF5D.5070302@spamcop.net> References: <52DA8131.7030606@spamcop.net> <52DE2F86.9070205@spamcop.net> <20140121192934.GA2259@jibsheet.com> <52DECF5D.5070302@spamcop.net> Message-ID: <20140121203342.GG2259@jibsheet.com> On Tue, Jan 21, 2014 at 08:49:49PM +0100, Gerald Vogt wrote: > When RT receives an e-mail I don't see any access to the LDAP server at > first. It searches the sender address in the internal database. Doesn't > find it. Then wants to create a new user. And only then it checks > against the LDAP database and finds that the user with that uid (which > maps to the "Name" column in the RT database) exists and refuses to > create this user. > > Why doesn't this work and does this reject e-mails from that sender address? You haven't provided your configuration or debug logs for the condition so any answers would be pure guesses. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From vogt at spamcop.net Tue Jan 21 16:43:07 2014 From: vogt at spamcop.net (Gerald Vogt) Date: Tue, 21 Jan 2014 22:43:07 +0100 Subject: [rt-users] RT 4.2.1 - ExternalAuth against LDAP server and users with multiple mail addresses In-Reply-To: <20140121203342.GG2259@jibsheet.com> References: <52DA8131.7030606@spamcop.net> <52DE2F86.9070205@spamcop.net> <20140121192934.GA2259@jibsheet.com> <52DECF5D.5070302@spamcop.net> <20140121203342.GG2259@jibsheet.com> Message-ID: > On 21.01.2014, at 21:33, Kevin Falcone wrote: > >> On Tue, Jan 21, 2014 at 08:49:49PM +0100, Gerald Vogt wrote: >> When RT receives an e-mail I don't see any access to the LDAP server at >> first. It searches the sender address in the internal database. Doesn't >> find it. Then wants to create a new user. And only then it checks >> against the LDAP database and finds that the user with that uid (which >> maps to the "Name" column in the RT database) exists and refuses to >> create this user. >> >> Why doesn't this work and does this reject e-mails from that sender address? > > You haven't provided your configuration or debug logs for the > condition so any answers would be pure guesses. > That was in my first email and fully quoted in my second. -Gerald From vogt at spamcop.net Wed Jan 22 01:49:26 2014 From: vogt at spamcop.net (Gerald Vogt) Date: Wed, 22 Jan 2014 07:49:26 +0100 Subject: [rt-users] RT 4.2.1 - ExternalAuth against LDAP server and users with multiple mail addresses In-Reply-To: References: <52DA8131.7030606@spamcop.net> <52DE2F86.9070205@spamcop.net> <20140121192934.GA2259@jibsheet.com> <52DECF5D.5070302@spamcop.net> <20140121203342.GG2259@jibsheet.com> Message-ID: <52DF69F6.2070501@spamcop.net> I have tested the ExternalAuth module with the suggested configuration of two different attributes for EmailAddress as suggested in the configuration file: 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => [ 'mail', 'mailAlternateAddress' ], This won't work at all: the call of postfix to rt-mailgateway fails: (temporary failure. Command output: RT server error. The RT server which handled your email did not behave as expected. It said: Can't call method "as_string" on an undefined value at /usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 357. Stack: [/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:357] [/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:655] [/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:702] [/usr/local/rt4/sbin/../lib/RT/User.pm:143] [/usr/local/rt4/sbin/../lib/RT/Interface/Email.pm:838] [/usr/local/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:178] [/usr/local/rt4/sbin/../lib/RT/Interface/Email.pm:1531] [/usr/local/rt4/sbin/../lib/RT/Interface/Email.pm:1345] [/usr/local/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]) This is because it passes the EmailAddress key as array to the function and tries to built the LDAP filter from that which results in a string like this: (&(objectclass=*)(ARRAY(0xacc5d0)=gv at example.com)) And with that the following call to Net::LDAP::Filter->new will fail. I don't see how this should work with version 0.17 of ExternalAuth and RT4.2.2. Thanks! Gerald On 21.01.2014 22:43, Gerald Vogt wrote: > >> On 21.01.2014, at 21:33, Kevin Falcone wrote: >> >>> On Tue, Jan 21, 2014 at 08:49:49PM +0100, Gerald Vogt wrote: >>> When RT receives an e-mail I don't see any access to the LDAP server at >>> first. It searches the sender address in the internal database. Doesn't >>> find it. Then wants to create a new user. And only then it checks >>> against the LDAP database and finds that the user with that uid (which >>> maps to the "Name" column in the RT database) exists and refuses to >>> create this user. >>> >>> Why doesn't this work and does this reject e-mails from that sender address? >> >> You haven't provided your configuration or debug logs for the >> condition so any answers would be pure guesses. >> > > That was in my first email and fully quoted in my second. -Gerald > From Albert.Shih at obspm.fr Wed Jan 22 05:57:24 2014 From: Albert.Shih at obspm.fr (Albert Shih) Date: Wed, 22 Jan 2014 11:57:24 +0100 Subject: [rt-users] RT 4.2.1 - ExternalAuth against LDAP server and users with multiple mail addresses In-Reply-To: <52DF69F6.2070501@spamcop.net> References: <52DA8131.7030606@spamcop.net> <52DE2F86.9070205@spamcop.net> <20140121192934.GA2259@jibsheet.com> <52DECF5D.5070302@spamcop.net> <20140121203342.GG2259@jibsheet.com> <52DF69F6.2070501@spamcop.net> Message-ID: <20140122105724.GA98961@pcjas.obspm.fr> Le 22/01/2014 ? 07:49:26+0100, Gerald Vogt a ?crit > I have tested the ExternalAuth module with the suggested configuration > of two different attributes for EmailAddress as suggested in the > configuration file: > > 'attr_map' => { > 'Name' => 'uid', > 'EmailAddress' => [ 'mail', 'mailAlternateAddress' ], > > This won't work at all: the call of postfix to rt-mailgateway fails: > > (temporary failure. Command output: RT server error. The RT server > which handled your email did not behave as expected. It said: Can't > call method "as_string" on an undefined value at > /usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm > line 357. Stack: > [/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:357] > > [/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:655] > > [/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:702] > [/usr/local/rt4/sbin/../lib/RT/User.pm:143] > [/usr/local/rt4/sbin/../lib/RT/Interface/Email.pm:838] > [/usr/local/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:178] > [/usr/local/rt4/sbin/../lib/RT/Interface/Email.pm:1531] > [/usr/local/rt4/sbin/../lib/RT/Interface/Email.pm:1345] > [/usr/local/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]) > > This is because it passes the EmailAddress key as array to the function > and tries to built the LDAP filter from that which results in a string > like this: > > (&(objectclass=*)(ARRAY(0xacc5d0)=gv at example.com)) > > And with that the following call to Net::LDAP::Filter->new will fail. > > I don't see how this should work with version 0.17 of ExternalAuth and > RT4.2.2. I've exact same problem here. For me it's the first time I encounter this problem, I can say if this is a new problem or it's old because we don't have many user with multiple email address. Today it's the first time.... So yes I would very like some solution. Because event manually through the web interface I can create a ticket with ??requestor ??is the second email-address. I got a error. Regards. JAS -- Albert SHIH DIO b?timent 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex France T?l?phone : +33 1 45 07 76 26/+33 6 86 69 95 71 xmpp: jas at obspm.fr Heure local/Local time: mer 22 jan 2014 11:55:09 CET From andrius.kulbis at ktu.lt Wed Jan 22 11:33:36 2014 From: andrius.kulbis at ktu.lt (andriuss) Date: Wed, 22 Jan 2014 08:33:36 -0800 (PST) Subject: [rt-users] REST mail-gateway using 100% cpu In-Reply-To: <1390332325.8144.10.camel@umgah.localdomain> References: <1389621326745-56255.post@n7.nabble.com> <20140115161942.GQ2259@jibsheet.com> <1389817588673-56305.post@n7.nabble.com> <20140115205834.GV2259@jibsheet.com> <1389861454985-56316.post@n7.nabble.com> <1389934698.4834.2.camel@umgah.localdomain> <1390204441101-56353.post@n7.nabble.com> <1390253307.5259.40.camel@umgah.localdomain> <1390308909632-56358.post@n7.nabble.com> <1390332325.8144.10.camel@umgah.localdomain> Message-ID: <1390408416843-56375.post@n7.nabble.com> Glad to hear that. Waiting for the fix. -- View this message in context: http://requesttracker.8502.n7.nabble.com/REST-mail-gateway-using-100-cpu-tp56255p56375.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From bbaker at copesan.com Wed Jan 22 13:32:38 2014 From: bbaker at copesan.com (Bryon Baker) Date: Wed, 22 Jan 2014 18:32:38 +0000 Subject: [rt-users] Upgrading Message-ID: Hello all I am doing an upgrade in a test environment and when I did the upgrade I got the following message. [10391] [Wed Jan 22 17:54:24 2014] [info]: Template column for scrip #75 already contains characters (./etc/upgrade/4 .2.2/content:37) Does anybody know if I need to worry about this? Oh By the way I am upgrade from 4.2.0rc1 to 4.2.2. Thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From russell at jonesmail.me Wed Jan 22 14:35:37 2014 From: russell at jonesmail.me (Russell Jones) Date: Wed, 22 Jan 2014 13:35:37 -0600 Subject: [rt-users] Populate sub-field based on parent field selection Message-ID: <52E01D89.7050905@jonesmail.me> Hi all, In RT 4, how would I go about populating a dropdown sub-field based on the selection of of the dropdown parent field? For example: User selects "System" in parent dropdown field. Subfield values that can be selected are updated to show "Architecture", "Platform", etc. User can then select one of those two and continue with the ticket creation. Thanks! From mathew.snyder at gmail.com Wed Jan 22 15:21:08 2014 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Wed, 22 Jan 2014 10:21:08 -1000 Subject: [rt-users] Populate sub-field based on parent field selection In-Reply-To: <52E01D89.7050905@jonesmail.me> References: <52E01D89.7050905@jonesmail.me> Message-ID: Use categories. However, v4.2.1 appears to be broken and upgrading to 4.2.2 did not fix it for me. A second field populated based on the first works, but a third based on the second doesn't. Also, they can be confusing to set up at first. -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, Jan 22, 2014 at 9:35 AM, Russell Jones wrote: > Hi all, > > In RT 4, how would I go about populating a dropdown sub-field based on the > selection of of the dropdown parent field? For example: > > User selects "System" in parent dropdown field. Subfield values that can > be selected are updated to show "Architecture", "Platform", etc. User can > then select one of those two and continue with the ticket creation. > > > Thanks! > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Jonah.Hirsch at nau.edu Wed Jan 22 15:23:45 2014 From: Jonah.Hirsch at nau.edu (Jonah Hirsch) Date: Wed, 22 Jan 2014 20:23:45 +0000 Subject: [rt-users] How to use rt-extension-assets-import-csv Message-ID: <563057883B14F74A83CA92FDE413848A2F3FA47D@yew.nau.froot.nau.edu> I just installed both the RT Assets extension and the Assets Import CSV extension, but I cannot for the life of me figure out how to use the CSV import extension. Any thoughts? Thanks Jonah Hirsch -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Jan 22 15:29:12 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 22 Jan 2014 15:29:12 -0500 Subject: [rt-users] How far can categories nest? In-Reply-To: References: <20140117161555.GZ2259@jibsheet.com> Message-ID: <20140122202912.GH2259@jibsheet.com> On Tue, Jan 21, 2014 at 09:33:08AM -1000, Mathew Snyder wrote: > Any assistance with this will be appreciated. The correct thing to do is to re-open the original bug report on the topic: http://issues.bestpractical.com/Ticket/Display.html?id=28022 Simplest replication steps from a clean RT are the best. -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 Jan 22 15:31:53 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 22 Jan 2014 15:31:53 -0500 Subject: [rt-users] How to use rt-extension-assets-import-csv In-Reply-To: <563057883B14F74A83CA92FDE413848A2F3FA47D@yew.nau.froot.nau.edu> References: <563057883B14F74A83CA92FDE413848A2F3FA47D@yew.nau.froot.nau.edu> Message-ID: <20140122203153.GI2259@jibsheet.com> On Wed, Jan 22, 2014 at 08:23:45PM +0000, Jonah Hirsch wrote: > I just installed both the RT Assets extension and the Assets Import CSV extension, but I > cannot for the life of me figure out how to use the CSV import extension. Any thoughts? The README shipped with the extension covers configuration and the extension ships a single file in the bin/ directory of the installed plugin. Running rt-assets-import-csv with no arguments or the standard --help produces a man page. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From Jonah.Hirsch at nau.edu Wed Jan 22 18:25:43 2014 From: Jonah.Hirsch at nau.edu (Jonah Hirsch) Date: Wed, 22 Jan 2014 23:25:43 +0000 Subject: [rt-users] How to use rt-extension-assets-import-csv Message-ID: <563057883B14F74A83CA92FDE413848A2F3FA6E2@yew.nau.froot.nau.edu> I was trying that...turns out because I didn't have the perl-doc package installed it just popped up the script in VIM. Upon quitting vim it informed me to install perl-doc, but I guess I overlooked that before. Thanks. On Wed, Jan 22, 2014 at 08:23:45PM +0000, Jonah Hirsch wrote: > I just installed both the RT Assets extension and the Assets Import CSV extension, but I > cannot for the life of me figure out how to use the CSV import extension. Any thoughts? The README shipped with the extension covers configuration and the extension ships a single file in the bin/ directory of the installed plugin. Running rt-assets-import-csv with no arguments or the standard --help produces a man page. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: -------------- next part -------------- An HTML attachment was scrubbed... URL: From tim at marchex.com Thu Jan 23 14:18:54 2014 From: tim at marchex.com (Tim Wiley) Date: Thu, 23 Jan 2014 19:18:54 +0000 Subject: [rt-users] Relationship Permissions Message-ID: <68FE792602DF6A4285532B924B5F8800016445C4@exchbesea01.windows.marchex.com> rt-4.0.13 We have a Queue A & Queue B. Ticket A is in Queue A, and Ticket B is in Queue B. User A has ModifyTicket on Queue A, but not on Queue B. User A would like to make Ticket A refer to Ticket B, but is getting a permission denied error. I can only find documentation requiring ModifyTicket on both queues to merge tickets, but not for other relationships. Is there a way to get this to work without granting User A ModifyTicket on Queue B? From lstewart at iweb.com Thu Jan 23 14:54:32 2014 From: lstewart at iweb.com (Landon Stewart) Date: Thu, 23 Jan 2014 11:54:32 -0800 Subject: [rt-users] Relationship Permissions In-Reply-To: <68FE792602DF6A4285532B924B5F8800016445C4@exchbesea01.windows.marchex.com> References: <68FE792602DF6A4285532B924B5F8800016445C4@exchbesea01.windows.marchex.com> Message-ID: On 23 January 2014 11:18, Tim Wiley wrote: > rt-4.0.13 > > We have a Queue A & Queue B. > > Ticket A is in Queue A, and Ticket B is in Queue B. > > User A has ModifyTicket on Queue A, but not on Queue B. User A would like > to make Ticket A refer to Ticket B, but is getting a permission denied > error. I can only find documentation requiring ModifyTicket on both queues > to merge tickets, but not for other relationships. Is there a way to get > this to work without granting User A ModifyTicket on Queue B? > I don?t think so because when you setup a link of any type on Ticket A RT will create a reciprocal link on Ticket B pointing to A as referred to by (in this case). -- 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 tim at marchex.com Thu Jan 23 16:10:37 2014 From: tim at marchex.com (Tim Wiley) Date: Thu, 23 Jan 2014 13:10:37 -0800 Subject: [rt-users] Relationship Permissions In-Reply-To: References: <68FE792602DF6A4285532B924B5F8800016445C4@exchbesea01.windows.marchex.com> Message-ID: <52E1854D.3000203@marchex.com> On 01/23/2014 11:54 AM, Landon Stewart wrote: > On 23 January 2014 11:18, Tim Wiley > wrote: > > rt-4.0.13 > > We have a Queue A & Queue B. > > Ticket A is in Queue A, and Ticket B is in Queue B. > > User A has ModifyTicket on Queue A, but not on Queue B. User A > would like to make Ticket A refer to Ticket B, but is getting a > permission denied error. I can only find documentation requiring > ModifyTicket on both queues to merge tickets, but not for other > relationships. Is there a way to get this to work without granting > User A ModifyTicket on Queue B? > > > I don?t think so because when you setup a link of any type on Ticket A > RT will create a reciprocal link on Ticket B pointing to A as referred > to by (in this case). I thought that might be the case (and what I was observing). Found a work around, use the entire URL of the ticket, rather than the ticket number. It's not as elegant, but it'll work in this case. Thanks for the reply. From vogt at spamcop.net Fri Jan 24 01:54:06 2014 From: vogt at spamcop.net (Gerald Vogt) Date: Fri, 24 Jan 2014 07:54:06 +0100 Subject: [rt-users] RT 4.2.1 - ExternalAuth against LDAP server and users with multiple mail addresses In-Reply-To: <20140122105724.GA98961@pcjas.obspm.fr> References: <52DA8131.7030606@spamcop.net> <52DE2F86.9070205@spamcop.net> <20140121192934.GA2259@jibsheet.com> <52DECF5D.5070302@spamcop.net> <20140121203342.GG2259@jibsheet.com> <52DF69F6.2070501@spamcop.net> <20140122105724.GA98961@pcjas.obspm.fr> Message-ID: <52E20E0E.8010605@spamcop.net> On 22.01.2014 11:57, Albert Shih wrote: > Because event manually through the web interface I can create a ticket with > ? requestor ? is the second email-address. I got a error. That's the same problem. Considering there is no positive feedback on my question and seeing the source code I am pretty sure this doesn't work and actually never did even though the docs in the ExternalAuth SiteConfig says it would work since 0.10. I guess this is DIY... O.K. Just I have just noticed a new ticket on cpan: https://rt.cpan.org/Ticket/Display.html?id=92381 So basically, it's not yet supported. I am now trying to figure out what has been implemented on the multiple-emails branch to see if I can get it working... Gerald From cloos at netcologne.de Fri Jan 24 02:37:44 2014 From: cloos at netcologne.de (Christian Loos) Date: Fri, 24 Jan 2014 08:37:44 +0100 Subject: [rt-users] RT 4.2 change scrip stage Message-ID: <52E21848.1070109@netcologne.de> Hi, how can I change the stage of an existing scrip in RT 4.2? In RT 4.0 there was an 'Phase' select box on the scrip page but I can't find it in RT 4.2. Chris From cloos at netcologne.de Fri Jan 24 02:44:50 2014 From: cloos at netcologne.de (Christian Loos) Date: Fri, 24 Jan 2014 08:44:50 +0100 Subject: [rt-users] Relationship Permissions In-Reply-To: <68FE792602DF6A4285532B924B5F8800016445C4@exchbesea01.windows.marchex.com> References: <68FE792602DF6A4285532B924B5F8800016445C4@exchbesea01.windows.marchex.com> Message-ID: <52E219F2.5020606@netcologne.de> Am 23.01.2014 20:18, schrieb Tim Wiley: > rt-4.0.13 > > We have a Queue A & Queue B. > > Ticket A is in Queue A, and Ticket B is in Queue B. > > User A has ModifyTicket on Queue A, but not on Queue B. User A would like to make Ticket A refer to Ticket B, but is getting a permission denied error. I can only find documentation requiring ModifyTicket on both queues to merge tickets, but not for other relationships. Is there a way to get this to work without granting User A ModifyTicket on Queue B? > It's really simple. Put Set($StrictLinkACL, 0); in you RT_SiteConfig.pm. The documentation is here: http://www.bestpractical.com/docs/rt/4.2/RT_Config.html#StrictLinkACL Chris From tim at marchex.com Fri Jan 24 11:26:47 2014 From: tim at marchex.com (Tim Wiley) Date: Fri, 24 Jan 2014 08:26:47 -0800 Subject: [rt-users] Relationship Permissions In-Reply-To: <52E219F2.5020606@netcologne.de> References: <68FE792602DF6A4285532B924B5F8800016445C4@exchbesea01.windows.marchex.com> <52E219F2.5020606@netcologne.de> Message-ID: <52E29447.8030908@marchex.com> On 01/23/2014 11:44 PM, Christian Loos wrote: > Am 23.01.2014 20:18, schrieb Tim Wiley: >> rt-4.0.13 >> >> We have a Queue A & Queue B. >> >> Ticket A is in Queue A, and Ticket B is in Queue B. >> >> User A has ModifyTicket on Queue A, but not on Queue B. User A would like to make Ticket A refer to Ticket B, but is getting a permission denied error. I can only find documentation requiring ModifyTicket on both queues to merge tickets, but not for other relationships. Is there a way to get this to work without granting User A ModifyTicket on Queue B? >> > > It's really simple. Put > Set($StrictLinkACL, 0); > in you RT_SiteConfig.pm. > > The documentation is here: > http://www.bestpractical.com/docs/rt/4.2/RT_Config.html#StrictLinkACL Thank you. I guess I also need to read all of the config options before posting. From bestpractical.com at spamfodder.com Fri Jan 24 11:35:57 2014 From: bestpractical.com at spamfodder.com (Christopher P. Lindsey) Date: Fri, 24 Jan 2014 10:35:57 -0600 (CST) Subject: [rt-users] Cookie-based auth works, but takes me to login page In-Reply-To: <1346497820.1534.1390580418272.JavaMail.root@mallorn.com> Message-ID: <1279343595.1559.1390581357293.JavaMail.root@mallorn.com> I've set up our RT installation to redirect non-authenticated users to a page that authenticates them, sets a cookie and updates a database, and then redirects them to the RT 'home' page. After the redirect users are sent to the RT login page, but it looks weird. Our logo is scaled to be very large, the screen color is wrong, etc. Anyhow, if they hit reload at the login page RT reloads and takes them to their dashboard and displays everything properly. How can I tell RT to take them directly to their dashboard instead of displaying the Login page after successfully authenticating with RT::Authen::ExternalAuth::DBI::Cookie? Here's what the logs show right before the login page is displayed: [Fri Jan 24 08:31:14 2014] [debug]: ExternalInfoPriority not defined. User information (including user enabled/disabled cannot be externally-sourced (/usr/services/rt-4.0.16/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:162) [Fri Jan 24 08:31:14 2014] [debug]: Attempting to use external auth service: My_SSO_Cookie (/usr/services/rt-4.0.16/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:213) [Fri Jan 24 08:31:14 2014] [debug]: RT::Authen::ExternalAuth::DBI::GetCookieAuth Checking Browser Cookies for an Authenticated User (/usr/services/rt-4.0.16/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:502) [Fri Jan 24 08:31:14 2014] [debug]: Cookie Found :: rtauth (/usr/services/rt-4.0.16/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI/Cookie.pm:98) [Fri Jan 24 08:31:14 2014] [debug]: User ( ------- ) was authenticated by a browser cookie (/usr/services/rt-4.0.16/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:582) [Fri Jan 24 08:31:14 2014] [debug]: Pass not going to be checked, attempting SSO (/usr/services/rt-4.0.16/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:234) [Fri Jan 24 08:31:14 2014] [debug]: Password check bypassed due to SSO method being in use (/usr/services/rt-4.0.16/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:301) [Fri Jan 24 08:31:14 2014] [debug]: Password Validation Check Result: 1 (/usr/services/rt-4.0.16/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:308) [Fri Jan 24 08:31:14 2014] [debug]: Authentication successful. Now updating user information and attempting login. (/usr/services/rt-4.0.16/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:328) [Fri Jan 24 08:31:14 2014] [info]: Successful login for ------- from 10.0.0.1 (/usr/services/rt-4.0.16/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:368) [Fri Jan 24 08:31:14 2014] [debug]: Autohandler called ExternalAuth. Response: (1, Successful login) (/usr/services/rt-4.0.16/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:16) Thanks for any tips, Chris tl;dr: Cookie-based auth takes me to a login page instead of a dashboard. Reloading the login page displays the proper dashboard. How can I just go directly to the dashboard? From Jonah.Hirsch at nau.edu Fri Jan 24 12:43:27 2014 From: Jonah.Hirsch at nau.edu (Jonah Hirsch) Date: Fri, 24 Jan 2014 17:43:27 +0000 Subject: [rt-users] Memory leak when merging tickets, RT 4.2.2 Message-ID: <563057883B14F74A83CA92FDE413848A2F3FCEB3@yew.nau.froot.nau.edu> I just upgraded to RT 4.2.2 yesterday, and whenever a user merges a ticket, the responsible apache processes maxes out memory usage on the system and the system slows to a crawl until the OS kills the process, since the system is out of memory. Is this a known issue? Anyone have any thoughts on what I can do to try to solve this problem? Jonah Hirsch -------------- next part -------------- An HTML attachment was scrubbed... URL: From arekm at maven.pl Fri Jan 24 14:00:02 2014 From: arekm at maven.pl (Arkadiusz =?utf-8?q?Mi=C5=9Bkiewicz?=) Date: Fri, 24 Jan 2014 20:00:02 +0100 Subject: [rt-users] REST mail-gateway using 100% cpu In-Reply-To: <20140115161942.GQ2259@jibsheet.com> References: <1389621326745-56255.post@n7.nabble.com> <20140115161942.GQ2259@jibsheet.com> Message-ID: <201401242000.02398.arekm@maven.pl> On Wednesday 15 of January 2014, Kevin Falcone wrote: > It will be re-queued and tried again > when it fails to submit to RT, so it'll be somewhere in your queues I find it to not always be true. For example when our mysql died then rt- mailgate didn't return any error BUT rt itself created bounces with "Ticket creation failed: Mail delivery failed: returning message to sender". So this means customers messages were lost (we fortunately recovered these from other sources), not requeued obviously and customers were scared with "Ticket could not be created due to an internal error" mail bodies. I would even mark this as a "important bug" (as loosing messages is important) but well... rt 4.0.18 > -kevin -- Arkadiusz Mi?kiewicz, arekm / maven.pl From michelle at sorbs.net Mon Jan 27 04:06:59 2014 From: michelle at sorbs.net (Michelle Sullivan) Date: Mon, 27 Jan 2014 10:06:59 +0100 Subject: [rt-users] ShowCustomFields extremely slow. Message-ID: <52E621B3.1080202@sorbs.net> After upgrade to v4.0.17 from 3.x loading tickets is extremely slow.. can anyone give me any clues please...? Profiler shows this for a load of a single ticket: /Ticket/Display.html BEGINS {{{ /autohandler {{{ /Elements/SetupSessionCookie {{{ /Elements/SetupSessionCookie }}} 0.2310 /Ticket/autohandler {{{ /Ticket/Display.html {{{ /Ticket/Elements/FindTransactions {{{ /Ticket/Elements/FindTransactions }}} 0.6903 /Ticket/Elements/FindAttachments {{{ /Ticket/Elements/FindAttachments }}} 0.0013 /Ticket/Elements/LoadTextAttachments {{{ /Ticket/Elements/LoadTextAttachments }}} 0.0013 /Elements/Header {{{ /NoAuth/css/aileron/main.css {{{ /NoAuth/css/aileron/main.css }}} 0.0012 /NoAuth/css/base/main.css {{{ /NoAuth/css/base/main.css }}} 0.0012 /NoAuth/css/base/yui-fonts.css {{{ /NoAuth/css/base/yui-fonts.css }}} 0.0010 /NoAuth/css/base/jquery-ui.css {{{ /NoAuth/css/base/jquery-ui.css }}} 0.0010 /NoAuth/css/base/jquery-ui.custom.modified.css {{{ /NoAuth/css/base/jquery-ui.custom.modified.css }}} 0.0014 /NoAuth/css/base/jquery-ui-timepicker-addon.css {{{ /NoAuth/css/base/jquery-ui-timepicker-addon.css }}} 0.0010 /NoAuth/css/base/superfish.css {{{ /NoAuth/css/base/superfish.css }}} 0.0010 /NoAuth/css/base/superfish-navbar.css {{{ /NoAuth/css/base/superfish-navbar.css }}} 0.0010 /NoAuth/css/base/superfish-vertical.css {{{ /NoAuth/css/base/superfish-vertical.css }}} 0.0010 /NoAuth/css/base/tablesorter.css {{{ /NoAuth/css/base/tablesorter.css }}} 0.0010 /NoAuth/css/base/farbtastic.css {{{ /NoAuth/css/base/farbtastic.css }}} 0.0011 /NoAuth/css/base/collection.css {{{ /NoAuth/css/base/collection.css }}} 0.0010 /NoAuth/css/base/forms.css {{{ /NoAuth/css/base/forms.css }}} 0.0010 /NoAuth/css/base/misc.css {{{ /NoAuth/css/base/misc.css }}} 0.0010 /NoAuth/css/base/nav.css {{{ /NoAuth/css/base/nav.css }}} 0.0010 /NoAuth/css/base/ticket-form.css {{{ /NoAuth/css/base/ticket-form.css }}} 0.0010 /NoAuth/css/base/rights-editor.css {{{ /NoAuth/css/base/rights-editor.css }}} 0.0010 /NoAuth/css/base/theme-editor.css {{{ /NoAuth/css/base/theme-editor.css }}} 0.0010 /NoAuth/css/base/ticket.css {{{ /NoAuth/css/base/ticket.css }}} 0.0010 /NoAuth/css/base/admin.css {{{ /NoAuth/css/base/admin.css }}} 0.0010 /NoAuth/css/base/articles.css {{{ /NoAuth/css/base/articles.css }}} 0.0010 /NoAuth/css/base/portlets.css {{{ /NoAuth/css/base/portlets.css }}} 0.0010 /NoAuth/css/base/tools.css {{{ /NoAuth/css/base/tools.css }}} 0.0010 /NoAuth/css/base/login.css {{{ /NoAuth/css/base/login.css }}} 0.0010 /NoAuth/css/base/history-folding.css {{{ /NoAuth/css/base/history-folding.css }}} 0.0010 /NoAuth/css/aileron/base.css {{{ /NoAuth/css/aileron/base.css }}} 0.0009 /NoAuth/css/aileron/layout.css {{{ /NoAuth/css/aileron/layout.css }}} 0.0010 /NoAuth/css/aileron/nav.css {{{ /NoAuth/css/aileron/nav.css }}} 0.0010 /NoAuth/css/aileron/boxes.css {{{ /NoAuth/css/aileron/boxes.css }}} 0.0010 /NoAuth/css/aileron/forms.css {{{ /NoAuth/css/aileron/forms.css }}} 0.0009 /NoAuth/css/aileron/login.css {{{ /NoAuth/css/aileron/login.css }}} 0.0009 /NoAuth/css/aileron/ticket-lists.css {{{ /NoAuth/css/aileron/ticket-lists.css }}} 0.0009 /NoAuth/css/aileron/ticket-search.css {{{ /NoAuth/css/aileron/ticket-search.css }}} 0.0009 /NoAuth/css/aileron/ticket.css {{{ /NoAuth/css/aileron/ticket.css }}} 0.0009 /NoAuth/css/aileron/misc.css {{{ /NoAuth/css/aileron/misc.css }}} 0.0009 /Elements/Framekiller {{{ /Elements/Framekiller }}} 0.0008 /Elements/HeaderJavascript {{{ /NoAuth/js/jquery-1.4.2.min.js {{{ /NoAuth/js/jquery-1.4.2.min.js }}} 0.0010 /NoAuth/js/jquery_noconflict.js {{{ /NoAuth/js/jquery_noconflict.js }}} 0.0009 /NoAuth/js/jquery-ui-1.8.4.custom.min.js {{{ /NoAuth/js/jquery-ui-1.8.4.custom.min.js }}} 0.0009 /NoAuth/js/jquery-ui-timepicker-addon.js {{{ /NoAuth/js/jquery-ui-timepicker-addon.js }}} 0.0009 /NoAuth/js/jquery-ui-patch-datepicker.js {{{ /NoAuth/js/jquery-ui-patch-datepicker.js }}} 0.0009 /NoAuth/js/jquery.cookie.js {{{ /NoAuth/js/jquery.cookie.js }}} 0.0009 /NoAuth/js/titlebox-state.js {{{ /NoAuth/js/titlebox-state.js }}} 0.0009 /NoAuth/js/util.js {{{ 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/Elements/ShowUserConcise }}} 0.0014 /Elements/ShowUser }}} 0.2302 /Elements/ShowCustomFields {{{ /Elements/ShowCustomFields }}} 0.2306 /Ticket/Elements/ShowTransactionAttachments {{{ /Ticket/Elements/ShowMessageHeaders {{{ /Elements/MakeClicky {{{ /Elements/MakeClicky }}} 0.0017 /Elements/MakeClicky {{{ /Elements/MakeClicky }}} 0.0016 /Elements/MakeClicky {{{ /Elements/MakeClicky }}} 0.0016 /Elements/MakeClicky {{{ /Elements/MakeClicky }}} 0.0016 /Ticket/Elements/ShowMessageHeaders }}} 0.0109 /Ticket/Elements/ShowTransactionAttachments {{{ /Ticket/Elements/ShowMessageHeaders {{{ /Ticket/Elements/ShowMessageHeaders }}} 0.0021 /Ticket/Elements/ShowMessageStanza {{{ /Elements/MakeClicky {{{ /Elements/MakeClicky }}} 0.0020 /Ticket/Elements/ShowMessageStanza }}} 0.4604 /Ticket/Elements/ShowTransactionAttachments {{{ /Ticket/Elements/ShowTransactionAttachments }}} 0.0023 /Ticket/Elements/ShowMessageHeaders {{{ /Ticket/Elements/ShowMessageHeaders }}} 0.0022 /Ticket/Elements/ShowTransactionAttachments {{{ /Ticket/Elements/ShowTransactionAttachments }}} 0.0022 /Ticket/Elements/ShowTransactionAttachments }}} 0.9543 /Ticket/Elements/ShowTransactionAttachments }}} 0.9704 /Ticket/Elements/ShowTransaction }}} 2.1441 /Ticket/Elements/ShowTransaction {{{ /Elements/ShowUser {{{ /Elements/ShowUserConcise {{{ /Elements/ShowUserConcise }}} 0.0013 /Elements/ShowUser }}} 0.2297 /Ticket/Elements/ShowTransaction }}} 0.6901 /Widgets/TitleBoxEnd {{{ /Widgets/TitleBoxEnd }}} 0.0009 /Ticket/Elements/ShowHistory }}} 3.5403 /Ticket/Display.html }}} 458.0237 /Ticket/autohandler }}} 458.0245 /Elements/Footer {{{ /l_unsafe {{{ /l_unsafe }}} 0.0009 /Elements/Footer }}} 0.0026 /autohandler }}} 459.6573 /Ticket/Display.html }}} ENDS -- Michelle Sullivan http://www.mhix.org/ From b.maciejewski at agriplus.pl Mon Jan 27 08:27:16 2014 From: b.maciejewski at agriplus.pl (Bartosz Maciejewski) Date: Mon, 27 Jan 2014 14:27:16 +0100 Subject: [rt-users] Custom Fields on Excel Report Message-ID: <52E65EB4.3000208@agriplus.pl> Hi List! I have lots of custom fields im my queues, and when I choose one queue in query builder I have list of all custom fields assigned to this queue. But even if query is built on custom fields values I don't see values of custom fields in results window, nor in exported excel file. How can I get all fields both default and custom on results page and excel file? From jim.h.berry at frb.gov Mon Jan 27 09:26:17 2014 From: jim.h.berry at frb.gov (Jim Berry) Date: Mon, 27 Jan 2014 14:26:17 +0000 Subject: [rt-users] Custom Fields on Excel Report In-Reply-To: <52E65EB4.3000208@agriplus.pl> References: <52E65EB4.3000208@agriplus.pl> Message-ID: <328C311131899241A0CD6A885762A63015C4672F@m1-mailbox03> When building the search, once the queue is selected, look at Display Columns panel. The custom fields names should appear in the Add Columns: list. You will want to experiment with the Format: options and the order under Show Columns. -- Jim -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bartosz Maciejewski Sent: Monday, January 27, 2014 8:27 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Custom Fields on Excel Report Hi List! I have lots of custom fields im my queues, and when I choose one queue in query builder I have list of all custom fields assigned to this queue. But even if query is built on custom fields values I don't see values of custom fields in results window, nor in exported excel file. How can I get all fields both default and custom on results page and excel file? -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Mon Jan 27 14:30:50 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 27 Jan 2014 14:30:50 -0500 Subject: [rt-users] [rt-announce] Security vulnerability in RT Message-ID: <1390851050.14967.81.camel@umgah.localdomain> Versions of RT between 4.2.0 and 4.2.2 (inclusive) are vulnerable to a denial-of-service attack via the email gateway; any installation which accepts mail from untrusted sources is vulnerable, regardless of the permissions configuration inside RT. This vulnerability is assigned CVE-2014-1474. This vulnerability is caused by poor parsing performance in the Email::Address::List module, which RT depends on. We recommend that affected users upgrade their version of Email::Address::List to v0.02 or above, which resolves the issue. Due to a communications mishap, the release on CPAN will temporarily appear as "unauthorized," and the command-line 'cpan' client will hence not install it. We expect this to be resolved shortly; in the meantime, the release is also available from our server: http://download.bestpractical.com/mirror/Email-Address-List-0.03.tar.gz http://download.bestpractical.com/mirror/Email-Address-List-0.03.tar.gz.sig f2e0c90b6ab9aecba9ebe0dd0e2645ece8aabd6d Email-Address-List-0.03.tar.gz 5e1f83e5e8ff2fde22a1a25aaee488d84f810389 Email-Address-List-0.03.tar.gz.sig After extracting the contents, the module can be installed by running: perl Makefile.PL make make install The first step should be sure to use the same perl that RT runs using. If you are unsure, the first line of /opt/rt4/sbin/standalone_httpd should contain the full path to the relevant perl binary. The last step will likely need to be run with root permissions. After this process, you should restart your webserver. If you need help resolving this issue locally, we will provide discounted pricing for single-incident support; please contact us at sales at bestpractical.com for more information. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: This is a digitally signed message part URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From alexmv at bestpractical.com Mon Jan 27 14:56:10 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 27 Jan 2014 14:56:10 -0500 Subject: [rt-users] REST mail-gateway using 100% cpu In-Reply-To: <1390408416843-56375.post@n7.nabble.com> References: <1389621326745-56255.post@n7.nabble.com> <20140115161942.GQ2259@jibsheet.com> <1389817588673-56305.post@n7.nabble.com> <20140115205834.GV2259@jibsheet.com> <1389861454985-56316.post@n7.nabble.com> <1389934698.4834.2.camel@umgah.localdomain> <1390204441101-56353.post@n7.nabble.com> <1390253307.5259.40.camel@umgah.localdomain> <1390308909632-56358.post@n7.nabble.com> <1390332325.8144.10.camel@umgah.localdomain> <1390408416843-56375.post@n7.nabble.com> Message-ID: <1390852570.14967.87.camel@umgah.localdomain> On Wed, 2014-01-22 at 08:33 -0800, andriuss wrote: > Glad to hear that. Waiting for the fix. Please see the just-announced CVE-2014-1474, and http://download.bestpractical.com/mirror/Email-Address-List-0.03.tar.gz which resolves the issue. - Alex From alexmv at bestpractical.com Mon Jan 27 15:04:17 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 27 Jan 2014 15:04:17 -0500 Subject: [rt-users] REST mail-gateway using 100% cpu In-Reply-To: <201401242000.02398.arekm@maven.pl> References: <1389621326745-56255.post@n7.nabble.com> <20140115161942.GQ2259@jibsheet.com> <201401242000.02398.arekm@maven.pl> Message-ID: <1390853057.14967.92.camel@umgah.localdomain> On Fri, 2014-01-24 at 20:00 +0100, Arkadiusz Mi?kiewicz wrote: > > It will be re-queued and tried again > > when it fails to submit to RT, so it'll be somewhere in your queues > > I find it to not always be true. For example when our mysql died then rt- > mailgate didn't return any error BUT rt itself created bounces with "Ticket > creation failed: Mail delivery failed: returning message to sender". I can't replicate this. When RT has no database connection, RT produces a server error, and as such rt-mailgate returns status 75, which is "temporary failure, keep in queue and try again later." > So this means customers messages were lost (we fortunately recovered these > from other sources), not requeued obviously and customers were scared with > "Ticket could not be created due to an internal error" mail bodies. > > I would even mark this as a "important bug" (as loosing messages is important) > but well... It is absolutely an important bug -- RT should not lose incoming email. If you can replicate it, please submit the replication strategy as a bug to rt-bugs at bestpractical.com - Alex From bwiese at ElementPS.com Mon Jan 27 16:13:36 2014 From: bwiese at ElementPS.com (Brent Wiese) Date: Mon, 27 Jan 2014 21:13:36 +0000 Subject: [rt-users] clone ticket in RT 4.2 Message-ID: <910CDE054EF7D24DBCA89A2EF88A404E742776DF@phxmain-exmbx10> I saw under the "General User UI" fixes in 4.2.2: * Fix "Clone ticket" functionality with Select-multiple custom fields. I don't see anything in my UI about cloning a ticket. This is actually a feature I've been desiring, but the old plugin to do it didn't work in the 4.x branch. Am I missing something in the UI or is this a back-end thing that isn't what I'm thinking/hoping it is? Thanks, Brent -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Mon Jan 27 16:15:27 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 27 Jan 2014 16:15:27 -0500 Subject: [rt-users] ShowCustomFields extremely slow. In-Reply-To: <52E621B3.1080202@sorbs.net> References: <52E621B3.1080202@sorbs.net> Message-ID: <1390857327.14967.108.camel@umgah.localdomain> On Mon, 2014-01-27 at 10:06 +0100, Michelle Sullivan wrote: > After upgrade to v4.0.17 from 3.x loading tickets is extremely slow.. > can anyone give me any clues please...? What version were you upgrading from? What database backend are you using? > Profiler shows this for a load of a single ticket: > > /Ticket/Display.html BEGINS {{{ > /autohandler {{{ > /Elements/SetupSessionCookie {{{ > /Elements/SetupSessionCookie }}} 0.2310 The fact that even cookie setup takes a quarter of a second is problematic, and suggests that your database badly needs tuning. > /Elements/ShowCustomFields {{{ > /Elements/ShowCustomFields }}} 429.2604 Your database's slow query log will hopefully shed some light on the query/queries that are being problematic. > /Elements/ShowUser {{{ > /Elements/ShowUserConcise {{{ > /Elements/ShowUserConcise }}} 0.0014 > /Elements/ShowUser }}} 0.4606 The fact that displaying a user takes half a second is another sign that your database accesses, in general, are being problematic. - Alex From alexmv at bestpractical.com Mon Jan 27 16:19:14 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 27 Jan 2014 16:19:14 -0500 Subject: [rt-users] Memory leak when merging tickets, RT 4.2.2 In-Reply-To: <563057883B14F74A83CA92FDE413848A2F3FCEB3@yew.nau.froot.nau.edu> References: <563057883B14F74A83CA92FDE413848A2F3FCEB3@yew.nau.froot.nau.edu> Message-ID: <1390857554.14967.112.camel@umgah.localdomain> On Fri, 2014-01-24 at 17:43 +0000, Jonah Hirsch wrote: > I just upgraded to RT 4.2.2 yesterday, and whenever a user merges a > ticket, the responsible apache processes maxes out memory usage on the > system and the system slows to a crawl until the OS kills the process, > since the system is out of memory. > > Is this a known issue? Anyone have any thoughts on what I can do to > try to solve this problem? This is the first I've heard of it. Does it occur for any ticket merge? Can you replicate it in a clean RT 4.2.2? - Alex From alexmv at bestpractical.com Mon Jan 27 17:17:54 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 27 Jan 2014 17:17:54 -0500 Subject: [rt-users] clone ticket in RT 4.2 In-Reply-To: <910CDE054EF7D24DBCA89A2EF88A404E742776DF@phxmain-exmbx10> References: <910CDE054EF7D24DBCA89A2EF88A404E742776DF@phxmain-exmbx10> Message-ID: <1390861074.14967.125.camel@umgah.localdomain> On Mon, 2014-01-27 at 21:13 +0000, Brent Wiese wrote: > I saw under the ?General User UI? fixes in 4.2.2: > > * Fix "Clone ticket" functionality with Select-multiple custom fields. > > > > I don?t see anything in my UI about cloning a ticket. This is actually > a feature I?ve been desiring, but the old plugin to do it didn?t work > in the 4.x branch. > > > > Am I missing something in the UI or is this a back-end thing that > isn?t what I?m thinking/hoping it is? This refers to the "(Create)" links in the Links box. Clicking on that creates a new ticket, linked via whichever linking method you chose. It also picks up many properties of the original ticket, including custom fields[1]. Select-multiple CFs failed to get transferred correctly; that is what the release note refers to. - Alex [1] It also copies over Time Worked, which is often considered a bug. For backwards-compatibility, we've not changed this yet, but there's a branch to fix that for 4.4. From steve.hopps at gmail.com Mon Jan 27 18:08:37 2014 From: steve.hopps at gmail.com (Steven Hopps) Date: Mon, 27 Jan 2014 18:08:37 -0500 Subject: [rt-users] more than one occurence of callback Message-ID: <52E6E6F5.4010307@gmail.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Can anyone help with this? I'm getting this error every time I access the home dashboard, and I think it's causing 504 time-outs when I try to access the comment or reply section in a ticket. I looked in the folders it suggests, but I'm not entirely sure what I'm looking for and I dont want to make changes without knowing in advance what I'm doing. [2855] [Mon Jan 27 23:04:35 2014] [error]: Found more than one occurrence of the /Callbacks/ExternalAuth/autohandler/Session callback. This may cause only one of the callbacks to run. Look for the duplicate Callback in your /opt/rt4/local/html /opt/rt4/local/plugins/RT-Authen-ExternalAuth/html /opt/rt4/local/plugins/RT-Authen-ExternalAuth/html /opt/rt4/share/html (/opt/rt4/sbin/../lib/RT/Interface/Web/Request.pm:130) [2855] [Mon Jan 27 23:04:35 2014] [error]: Found more than one occurrence of the /Callbacks/ExternalAuth/autohandler/Auth callback. This may cause only one of the callbacks to run. Look for the duplicate Callback in your /opt/rt4/local/html /opt/rt4/local/plugins/RT-Authen-ExternalAuth/html /opt/rt4/local/plugins/RT-Authen-ExternalAuth/html /opt/rt4/share/html (/opt/rt4/sbin/../lib/RT/Interface/Web/Request.pm:130) [2855] [Mon Jan 27 23:04:35 2014] [error]: Found more than one occurrence of the /Callbacks/ExternalAuth/Elements/Header/Head callback. This may cause only one of the callbacks to run. Look for the duplicate Callback in your /opt/rt4/local/html /opt/rt4/local/plugins/RT-Authen-ExternalAuth/html /opt/rt4/local/plugins/RT-Authen-ExternalAuth/html /opt/rt4/share/html (/opt/rt4/sbin/../lib/RT/Interface/Web/Request.pm:130) - -- Steven Hopps || steve.hopps at gmail.com 650-762-5466 || http://www.linkedin.com/in/shopps PGP public key: http://tinyurl.com/steve-hopps -----BEGIN PGP SIGNATURE----- Version: GnuPG v2.0.20 (MingW32) Comment: Using GnuPG with Thunderbird - http://www.enigmail.net/ iQEcBAEBAgAGBQJS5ubzAAoJEMbA/4/kCJKkv7AH/2gH4DbRb9Ujc88Rhspt7C4n Kj0GpVzUihB0JepIBqZEXjz1kEWlDW/jszWnaggDZJ8X4Bc6GPSsJofRunD8kzL3 BNMUyeTerhZppugOCOfm7VRkERX0Err1/9uEQzyMUoBS9EgOGxpAu2+3+D9urnuO AA+L//b3mspEGJIPk6vzWeTeWUyotz2xRHwalQP+95pEFMag8F0YwS0OTL01ZvSR eXS99/AeyoVb+FeJjJm/3NYhFzaicuLec+yV/mkdaJe7AFLi2Tc8Ed2VJfLCVZBQ YLUJtDgbshx0TDaia2lZfHmirzqEDDufYxhwwXunRXjZnhdE5+3QUuyl7mkD3Hk= =piIv -----END PGP SIGNATURE----- From michelle at sorbs.net Mon Jan 27 19:03:53 2014 From: michelle at sorbs.net (Michelle Sullivan) Date: Tue, 28 Jan 2014 01:03:53 +0100 Subject: [rt-users] ShowCustomFields extremely slow. In-Reply-To: <1390857327.14967.108.camel@umgah.localdomain> References: <52E621B3.1080202@sorbs.net> <1390857327.14967.108.camel@umgah.localdomain> Message-ID: <52E6F3E9.1050103@sorbs.net> Alex Vandiver wrote: > On Mon, 2014-01-27 at 10:06 +0100, Michelle Sullivan wrote: > >> After upgrade to v4.0.17 from 3.x loading tickets is extremely slow.. >> can anyone give me any clues please...? >> > > What version were you upgrading from? What database backend are you > using? > 3.6.3 Postgres 8.4.x > >> Profiler shows this for a load of a single ticket: >> >> /Ticket/Display.html BEGINS {{{ >> /autohandler {{{ >> /Elements/SetupSessionCookie {{{ >> /Elements/SetupSessionCookie }}} 0.2310 >> > > The fact that even cookie setup takes a quarter of a second is > problematic, and suggests that your database badly needs tuning. > I doubt it, it's probably because it's busy. 3.6.3 was running against Pg8.3.x on a 2 proc 64bit intels (early ones) with 3G RAM on a 6 disk SCSI hardware raid 5 running FreeBSD and Bucardo 4.5 to replicate to a backup database. The front end is running on a 800Mhz PIII BL10e blade with Apache2.2 on FreeBSD 6.x and Mod_perl2. 4.0.17 setup I'm trying to migrate to has a clean DB dump, against 4 off Pg 8.4.x each with 16 cores, 128G RAM, and 12x15k SAS Drives using Bucardo 5 in multi-master mode on CentOS. Front ends are 2 off, Intel, 2 procs x 2 cores x 8G RAM FreeBSD 9.2, Apache 2.2 and mod_perl2. 3.6.3 setup is a dedicated DB for RT. The 4.0.17 DB hardware has 2 databases, RT4 and SORBS - needless to say SORBS is busy on reads and writes, however as it's 4 servers with 2G bonded interfaces in 2 DCs One DC is East Coast, the other West Coast. The primary writer for SORBS is East Cost, primary writer for RT is west coast, so contention is only against Bucardo. Bucardo replication writes takes 7 seconds to all four DB Hosts for 10,000 qps. > >> /Elements/ShowCustomFields {{{ >> /Elements/ShowCustomFields }}} 429.2604 >> > > Your database's slow query log will hopefully shed some light on the > query/queries that are being problematic. > Slow query log is set to 100ms on each of the servers, when displaying a ticket, only one query shows in the log (usually) and that's nearly always 1800-1900ms. > >> /Elements/ShowUser {{{ >> /Elements/ShowUserConcise {{{ >> /Elements/ShowUserConcise }}} 0.0014 >> /Elements/ShowUser }}} 0.4606 >> > > The fact that displaying a user takes half a second is another sign that > your database accesses, in general, are being problematic. > The SQL log only shows 20s (and most of them are the same query over and over again - sometimes as much as 100 times per ticket.. This query: SELECT * FROM Attributes WHERE LOWER(ObjectType) = LOWER(?) AND LOWER(Name) = LOWER(?) AND ObjectId = ?; ) (67 times takes 8 seconds according to the SQL log.. running by hand with the same params shows it take 0.062ms - so that's possibly network latency as the frontends are not in the same location as the DBs) Regards, -- Michelle Sullivan http://www.mhix.org/ From michelle at sorbs.net Mon Jan 27 19:09:31 2014 From: michelle at sorbs.net (Michelle Sullivan) Date: Tue, 28 Jan 2014 01:09:31 +0100 Subject: [rt-users] ShowCustomFields extremely slow. In-Reply-To: <52E6F3E9.1050103@sorbs.net> References: <52E621B3.1080202@sorbs.net> <1390857327.14967.108.camel@umgah.localdomain> <52E6F3E9.1050103@sorbs.net> Message-ID: <52E6F53B.1050404@sorbs.net> Michelle Sullivan wrote: > Alex Vandiver wrote: > > >>> >>> >> The fact that even cookie setup takes a quarter of a second is >> problematic, and suggests that your database badly needs tuning. >> >> > I doubt it, it's probably because it's busy. > Oh I should also point out in lulls between incoming spam runs when the DBs drop to just 1-2 qps (which happens for 15 minute periods every couple of hours, the query speed for the RT4 DB doesn't change noticeably - the trace was taken during one of the quiet periods) -- Michelle Sullivan http://www.mhix.org/ From michelle at sorbs.net Mon Jan 27 20:16:01 2014 From: michelle at sorbs.net (Michelle Sullivan) Date: Tue, 28 Jan 2014 02:16:01 +0100 Subject: [rt-users] ShowCustomFields extremely slow. In-Reply-To: <52E6F53B.1050404@sorbs.net> References: <52E621B3.1080202@sorbs.net> <1390857327.14967.108.camel@umgah.localdomain> <52E6F3E9.1050103@sorbs.net> <52E6F53B.1050404@sorbs.net> Message-ID: <52E704D1.900@sorbs.net> Michelle Sullivan wrote: > Michelle Sullivan wrote: > >> Alex Vandiver wrote: >> >> >> >>>> >>>> >>>> >>> The fact that even cookie setup takes a quarter of a second is >>> problematic, and suggests that your database badly needs tuning. >>> >>> >>> >> I doubt it, it's probably because it's busy. >> >> > > Oh I should also point out in lulls between incoming spam runs when the > DBs drop to just 1-2 qps (which happens for 15 minute periods every > couple of hours, the query speed for the RT4 DB doesn't change > noticeably - the trace was taken during one of the quiet periods) > > Also monitoring the process list whilst it's sitting there in ShowCustomFields I see no queries... On the occasion I do pick up a query (eg after a restart of the DB, or after a vacuum) it's very obviously being slowed by index loading (can be 10 seconds or so) then the query time drops to a few ms.. however this is not the cause (would be fairly easy to identify.) I suspected it might be a lock in the DB(s) but checking the locks I see nothing waiting. I suspected it might be a run-away perl process... but the apache server is idle.. I suspected (in desperation) maybe I had configured the resolver badly.. not that either... The only thing I can think of is something to do with the custom fields and it's returning 1000's of rows (very quick for the query, but slow to transfer due to network latency (~20ms round trip) - Primary DB (hardcoded on the test servers) is in Santa Clara, webserver is in Seattle)... rt4=# select count(1) from objectcustomfieldvalues; count -------- 100689 (1 row) rt4=# select count(1) from objectcustomfields; count ------- 36 (1 row) Everytime the problem is in ShowCustomFields taking >60s (and averaging 400s) Regards, -- Michelle Sullivan http://www.mhix.org/ From michelle at sorbs.net Mon Jan 27 21:30:55 2014 From: michelle at sorbs.net (Michelle Sullivan) Date: Tue, 28 Jan 2014 03:30:55 +0100 Subject: [rt-users] ShowCustomFields extremely slow. In-Reply-To: <52E704D1.900@sorbs.net> References: <52E621B3.1080202@sorbs.net> <1390857327.14967.108.camel@umgah.localdomain> <52E6F3E9.1050103@sorbs.net> <52E6F53B.1050404@sorbs.net> <52E704D1.900@sorbs.net> Message-ID: <52E7165F.8080503@sorbs.net> Ok so temporarily I set min_duration to 0 and logged everything, the log is here: http://www.mhix.org/ticketload.log That'sa single ticket load, and is a little difficult to read due to the replication.. but with filtering (eg: grep -Evi '(DETAIL:|DEALLOCATE|bind|seq$|conkey|bucardo|ping|public.objectcustomfieldvalues_id_s|public.objectcustomfields_id_s|_seq)' ) you can see the times involved. Any clues would be very much appreciated. Michelle -- Michelle Sullivan http://www.mhix.org/ From gsollazz at sgul.ac.uk Tue Jan 28 11:22:23 2014 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Tue, 28 Jan 2014 16:22:23 +0000 Subject: [rt-users] Displaying HTML in RT4? Message-ID: <52E7D93F.6080404@sgul.ac.uk> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, I'm trying to understand if RT4 can display html e-mails. As far as I can see, it has support for sending html out as multi-part e-mails, but nothing obvious on the receiving side of things. The only two things I find are - - something called ScrubHTML, but that was just in RT3 - - Set($PreferRichText, true); - which parses some rich text and html, like text decoration or font face, but not tables for example. Is there any known way of doing this? Thanks, Giuseppe - -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 Twitter: http://twitter.com/sgulit -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.11 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://www.enigmail.net/ iQEcBAEBAgAGBQJS59k/AAoJEAqigArPBfJXaUwH/1UCZjByLQ9CVrwMHKZg/YdV C+R2t/Y/AWWfG9dYPl0F0uOO0egrnA/fLQu41xnj143YJqC4qV3+3K8rRpgj7g+u UMSxoxUC74boF+MY8zdxl2TP6KcNaEU/EE9iGzgm/OM7rD4vF27EIIybnR9RWQRS NGqp6gCOTV59soBRAY/NCyMM9fdjmyUySHap0Z/GYvxLkM+XG6SbKMNZq5wB6Elu dj3uVv0hT+FWfhxnekDDobpM21C/N8fjWWWFLYAfXYUlBKnXWij52Xe5i+i1NfMw uZOUu7UGWT/VvKXLnLTuoctJ6EyQRfHjxND3StULLYIyaHfqNBzYgAtO3ZMmSEg= =fvuf -----END PGP SIGNATURE----- -------------- next part -------------- A non-text attachment was scrubbed... Name: 0xCF05F257.asc Type: application/pgp-keys Size: 1744 bytes Desc: not available URL: From Jonah.Hirsch at nau.edu Tue Jan 28 11:23:27 2014 From: Jonah.Hirsch at nau.edu (Jonah Hirsch) Date: Tue, 28 Jan 2014 16:23:27 +0000 Subject: [rt-users] Memory leak when merging tickets, RT 4.2.2 In-Reply-To: <1390857554.14967.112.camel@umgah.localdomain> References: <563057883B14F74A83CA92FDE413848A2F3FCEB3@yew.nau.froot.nau.edu> <1390857554.14967.112.camel@umgah.localdomain> Message-ID: <563057883B14F74A83CA92FDE413848A2F4048E0@yew.nau.froot.nau.edu> It seems to occur for any ticket. I tried it on our most innocuous queue and it still occurred. Removed all people from the ticket, no special things in the ticket, and it still causes its apache process to lock up the system. Unfortunately I don't currently have the resources to set up a test RT system to see if it occurs. I'm running Ubuntu 12.04.4, perl 5.14.2, Apache 2.2.22, and MySQL 5.5.35-0ubuntu0.12.04.1-log on Ubuntu 12.04.4 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Vandiver Sent: Monday, January 27, 2014 2:19 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Memory leak when merging tickets, RT 4.2.2 On Fri, 2014-01-24 at 17:43 +0000, Jonah Hirsch wrote: > I just upgraded to RT 4.2.2 yesterday, and whenever a user merges a > ticket, the responsible apache processes maxes out memory usage on the > system and the system slows to a crawl until the OS kills the process, > since the system is out of memory. > > Is this a known issue? Anyone have any thoughts on what I can do to > try to solve this problem? This is the first I've heard of it. Does it occur for any ticket merge? Can you replicate it in a clean RT 4.2.2? - Alex From elacour at easter-eggs.com Tue Jan 28 11:36:01 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 28 Jan 2014 17:36:01 +0100 Subject: [rt-users] Displaying HTML in RT4? In-Reply-To: <52E7D93F.6080404@sgul.ac.uk> References: <52E7D93F.6080404@sgul.ac.uk> Message-ID: <20140128163601.GF28912@easter-eggs.com> On Tue, Jan 28, 2014 at 04:22:23PM +0000, Giuseppe Sollazzo wrote: > > Hi, > I'm trying to understand if RT4 can display html e-mails. As far as I > can see, it has support for sending html out as multi-part e-mails, but > nothing obvious on the receiving side of things. > > The only two things I find are > - - something called ScrubHTML, but that was just in RT3 > - - Set($PreferRichText, true); - which parses some rich text and html, > like text decoration or font face, but not tables for example. > > Is there any known way of doing this? > You may do it yourself (http://www.bestpractical.com/docs/rt/4.2/RT/Interface/Web.html#NewScrubber) or have a look at this plugin: https://github.com/bestpractical/rt-extension-permissivehtmlmail -- 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 Tue Jan 28 13:45:01 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 28 Jan 2014 13:45:01 -0500 Subject: [rt-users] Memory leak when merging tickets, RT 4.2.2 In-Reply-To: <563057883B14F74A83CA92FDE413848A2F4048E0@yew.nau.froot.nau.edu> References: <563057883B14F74A83CA92FDE413848A2F3FCEB3@yew.nau.froot.nau.edu> <1390857554.14967.112.camel@umgah.localdomain> <563057883B14F74A83CA92FDE413848A2F4048E0@yew.nau.froot.nau.edu> Message-ID: <1390934701.12341.3.camel@umgah.localdomain> On Tue, 2014-01-28 at 16:23 +0000, Jonah Hirsch wrote: > It seems to occur for any ticket. I tried it on our most innocuous > queue and it still occurred. Removed all people from the ticket, no > special things in the ticket, and it still causes its apache process to > lock up the system. Do you have any extensions or customizations installed? Are there any errors in your error logs? - Alex From Jonah.Hirsch at nau.edu Tue Jan 28 13:58:31 2014 From: Jonah.Hirsch at nau.edu (Jonah Hirsch) Date: Tue, 28 Jan 2014 18:58:31 +0000 Subject: [rt-users] Memory leak when merging tickets, RT 4.2.2 In-Reply-To: <1390934701.12341.3.camel@umgah.localdomain> References: <563057883B14F74A83CA92FDE413848A2F3FCEB3@yew.nau.froot.nau.edu> <1390857554.14967.112.camel@umgah.localdomain> <563057883B14F74A83CA92FDE413848A2F4048E0@yew.nau.froot.nau.edu> <1390934701.12341.3.camel@umgah.localdomain> Message-ID: <563057883B14F74A83CA92FDE413848A2F404BBF@yew.nau.froot.nau.edu> I get nothing in logs with debugging on before the system locks up. The issue still occurs after disabling all extensions but RT::Authen::ExternalAuth. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Vandiver Sent: Tuesday, January 28, 2014 11:45 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Memory leak when merging tickets, RT 4.2.2 On Tue, 2014-01-28 at 16:23 +0000, Jonah Hirsch wrote: > It seems to occur for any ticket. I tried it on our most innocuous > queue and it still occurred. Removed all people from the ticket, no > special things in the ticket, and it still causes its apache process > to lock up the system. Do you have any extensions or customizations installed? Are there any errors in your error logs? - Alex From Jonah.Hirsch at nau.edu Tue Jan 28 14:18:21 2014 From: Jonah.Hirsch at nau.edu (Jonah Hirsch) Date: Tue, 28 Jan 2014 19:18:21 +0000 Subject: [rt-users] Memory leak when merging tickets, RT 4.2.2 In-Reply-To: <563057883B14F74A83CA92FDE413848A2F404BBF@yew.nau.froot.nau.edu> References: <563057883B14F74A83CA92FDE413848A2F3FCEB3@yew.nau.froot.nau.edu> <1390857554.14967.112.camel@umgah.localdomain> <563057883B14F74A83CA92FDE413848A2F4048E0@yew.nau.froot.nau.edu> <1390934701.12341.3.camel@umgah.localdomain> <563057883B14F74A83CA92FDE413848A2F404BBF@yew.nau.froot.nau.edu> Message-ID: <563057883B14F74A83CA92FDE413848A2F404C27@yew.nau.froot.nau.edu> I just remembered that when upgrading I had some database upgrade errors. I checked the upgrade history in RT and saw that it failed upgrading the DB schema from 4.1.12 on. When I try to run /opt/rt4/sbin/rt-setup-database --action insert --datafile content From the /rt-4.2.2/etc/upgrade/4.1.12 directory I get the following including an error: Now inserting data. [52450] [Tue Jan 28 19:16:07 2014] [debug]: Going to load 'content' data file (/opt/rt4/sbin/../lib/RT/Handle.pm:814) [52450] [Tue Jan 28 19:16:07 2014] [debug]: Creating ACL... (/opt/rt4/sbin/../lib/RT/Handle.pm:1017) [52450] [Tue Jan 28 19:16:07 2014] [critical]: Can't use an undefined value as a HASH reference at /opt/rt4/sbin/../lib/RT/System_Vendor.pm line 22, <$handle> line 1. (/opt/rt4/sbin/../lib/RT.pm:393) Can't use an undefined value as a HASH reference at /opt/rt4/sbin/../lib/RT/System_Vendor.pm line 22, <$handle> line 1. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jonah Hirsch Sent: Tuesday, January 28, 2014 11:59 AM To: Alex Vandiver; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Memory leak when merging tickets, RT 4.2.2 I get nothing in logs with debugging on before the system locks up. The issue still occurs after disabling all extensions but RT::Authen::ExternalAuth. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Vandiver Sent: Tuesday, January 28, 2014 11:45 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Memory leak when merging tickets, RT 4.2.2 On Tue, 2014-01-28 at 16:23 +0000, Jonah Hirsch wrote: > It seems to occur for any ticket. I tried it on our most innocuous > queue and it still occurred. Removed all people from the ticket, no > special things in the ticket, and it still causes its apache process > to lock up the system. Do you have any extensions or customizations installed? Are there any errors in your error logs? - Alex From alexmv at bestpractical.com Tue Jan 28 14:40:38 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 28 Jan 2014 14:40:38 -0500 Subject: [rt-users] Memory leak when merging tickets, RT 4.2.2 In-Reply-To: <563057883B14F74A83CA92FDE413848A2F404C27@yew.nau.froot.nau.edu> References: <563057883B14F74A83CA92FDE413848A2F3FCEB3@yew.nau.froot.nau.edu> <1390857554.14967.112.camel@umgah.localdomain> <563057883B14F74A83CA92FDE413848A2F4048E0@yew.nau.froot.nau.edu> <1390934701.12341.3.camel@umgah.localdomain> <563057883B14F74A83CA92FDE413848A2F404BBF@yew.nau.froot.nau.edu> <563057883B14F74A83CA92FDE413848A2F404C27@yew.nau.froot.nau.edu> Message-ID: <1390938038.12341.6.camel@umgah.localdomain> On Tue, 2014-01-28 at 19:18 +0000, Jonah Hirsch wrote: > I just remembered that when upgrading I had some database upgrade > errors. I checked the upgrade history in RT and saw that it failed > upgrading the DB schema from 4.1.12 on. When I try to run > > /opt/rt4/sbin/rt-setup-database --action insert --datafile content > > From the /rt-4.2.2/etc/upgrade/4.1.12 directory I get the following including an error: The right way to try to resume the upgrade is /opt/rt4/sbin/rt-setup-database --action upgrade ...and enter 4.1.12 as the starting version. > Now inserting data. > [52450] [Tue Jan 28 19:16:07 2014] [debug]: Going to load 'content' data file (/opt/rt4/sbin/../lib/RT/Handle.pm:814) > [52450] [Tue Jan 28 19:16:07 2014] [debug]: Creating ACL... (/opt/rt4/sbin/../lib/RT/Handle.pm:1017) > [52450] [Tue Jan 28 19:16:07 2014] [critical]: Can't use an undefined value as a HASH reference at /opt/rt4/sbin/../lib/RT/System_Vendor.pm line 22, <$handle> line 1. (/opt/rt4/sbin/../lib/RT.pm:393) > Can't use an undefined value as a HASH reference at /opt/rt4/sbin/../lib/RT/System_Vendor.pm line 22, <$handle> line 1. RT doesn't ship a System_Vendor.pm, so color me extremely suspicious. - Alex From Jonah.Hirsch at nau.edu Tue Jan 28 16:12:58 2014 From: Jonah.Hirsch at nau.edu (Jonah Hirsch) Date: Tue, 28 Jan 2014 21:12:58 +0000 Subject: [rt-users] Memory leak when merging tickets, RT 4.2.2 In-Reply-To: <1390938038.12341.6.camel@umgah.localdomain> References: <563057883B14F74A83CA92FDE413848A2F3FCEB3@yew.nau.froot.nau.edu> <1390857554.14967.112.camel@umgah.localdomain> <563057883B14F74A83CA92FDE413848A2F4048E0@yew.nau.froot.nau.edu> <1390934701.12341.3.camel@umgah.localdomain> <563057883B14F74A83CA92FDE413848A2F404BBF@yew.nau.froot.nau.edu> <563057883B14F74A83CA92FDE413848A2F404C27@yew.nau.froot.nau.edu> <1390938038.12341.6.camel@umgah.localdomain> Message-ID: <563057883B14F74A83CA92FDE413848A2F404EF6@yew.nau.froot.nau.edu> I got the upgrades to run successfully, but I still get the memory issue when merging tickets. I noticed that System_Vendor.pm wasn't a stock RT file either, but I'm not sure where it came from. Here's its contents: package RT::System; use strict; no warnings qw(redefine); sub AvailableRights { my $self = shift; my $queue = RT::Queue->new(RT->SystemUser); my $group = RT::Group->new(RT->SystemUser); my $cf = RT::CustomField->new(RT->SystemUser); my $class = RT::Class->new(RT->SystemUser); # my $type = RTx::AssetTracker::Type->new(RT->SystemUser); my $qr = $queue->AvailableRights(); my $gr = $group->AvailableRights(); my $cr = $cf->AvailableRights(); my $clr = $class->AvailableRights(); #my $tr = $type->AvailableRights(); # Build a merged list of all system wide rights, queue rights and group rights. my %rights = (%{$RT::System::RIGHTS}, %{$gr}, %{$qr}, %{$cr}, %{$clr});#, %$tr); delete $rights{ExecuteCode} if RT->Config->Get('DisallowExecuteCode'); return(\%rights); } sub RightCategories { my $self = shift; my $queue = RT::Queue->new(RT->SystemUser); my $group = RT::Group->new(RT->SystemUser); my $cf = RT::CustomField->new(RT->SystemUser); my $class = RT::Class->new(RT->SystemUser); # my $type = RTx::AssetTracker::Type->new(RT->SystemUser); my $qr = $queue->RightCategories(); my $gr = $group->RightCategories(); my $cr = $cf->RightCategories(); my $clr = $class->RightCategories(); # my $tr = $type->RightCategories(); # Build a merged list of all system wide rights, queue rights and group rights. my %rights = (%{$RT::System::RIGHT_CATEGORIES}, %{$gr}, %{$qr}, %{$cr}, %{$clr});#, %$tr); return(\%rights); } 1; -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Vandiver Sent: Tuesday, January 28, 2014 12:41 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Memory leak when merging tickets, RT 4.2.2 On Tue, 2014-01-28 at 19:18 +0000, Jonah Hirsch wrote: > I just remembered that when upgrading I had some database upgrade > errors. I checked the upgrade history in RT and saw that it failed > upgrading the DB schema from 4.1.12 on. When I try to run > > /opt/rt4/sbin/rt-setup-database --action insert --datafile content > > From the /rt-4.2.2/etc/upgrade/4.1.12 directory I get the following including an error: The right way to try to resume the upgrade is /opt/rt4/sbin/rt-setup-database --action upgrade ...and enter 4.1.12 as the starting version. > Now inserting data. > [52450] [Tue Jan 28 19:16:07 2014] [debug]: Going to load 'content' > data file (/opt/rt4/sbin/../lib/RT/Handle.pm:814) > [52450] [Tue Jan 28 19:16:07 2014] [debug]: Creating ACL... > (/opt/rt4/sbin/../lib/RT/Handle.pm:1017) > [52450] [Tue Jan 28 19:16:07 2014] [critical]: Can't use an undefined > value as a HASH reference at /opt/rt4/sbin/../lib/RT/System_Vendor.pm line 22, <$handle> line 1. (/opt/rt4/sbin/../lib/RT.pm:393) Can't use an undefined value as a HASH reference at /opt/rt4/sbin/../lib/RT/System_Vendor.pm line 22, <$handle> line 1. RT doesn't ship a System_Vendor.pm, so color me extremely suspicious. - Alex From alexmv at bestpractical.com Tue Jan 28 16:28:20 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 28 Jan 2014 16:28:20 -0500 Subject: [rt-users] Memory leak when merging tickets, RT 4.2.2 In-Reply-To: <563057883B14F74A83CA92FDE413848A2F404EF6@yew.nau.froot.nau.edu> References: <563057883B14F74A83CA92FDE413848A2F3FCEB3@yew.nau.froot.nau.edu> <1390857554.14967.112.camel@umgah.localdomain> <563057883B14F74A83CA92FDE413848A2F4048E0@yew.nau.froot.nau.edu> <1390934701.12341.3.camel@umgah.localdomain> <563057883B14F74A83CA92FDE413848A2F404BBF@yew.nau.froot.nau.edu> <563057883B14F74A83CA92FDE413848A2F404C27@yew.nau.froot.nau.edu> <1390938038.12341.6.camel@umgah.localdomain> <563057883B14F74A83CA92FDE413848A2F404EF6@yew.nau.froot.nau.edu> Message-ID: <1390944500.12341.10.camel@umgah.localdomain> On Tue, 2014-01-28 at 21:12 +0000, Jonah Hirsch wrote: > I got the upgrades to run successfully, but I still get the memory > issue when merging tickets. > > I noticed that System_Vendor.pm wasn't a stock RT file either, but I'm > not sure where it came from. Here's its contents: That would be the third-party RTx::AssetTracker extension -- which as fas as I'm aware does not function on RT 4.2. If it's installed into /opt/rt4/lib/, it's also installed incorrectly, which will make removing it somewhat more difficult -- you should remove all *_Vendor.pm, *_Overlay.pm, and *_Local.pm files from /opt/rt4/lib/ - Alex From Jonah.Hirsch at nau.edu Tue Jan 28 16:37:08 2014 From: Jonah.Hirsch at nau.edu (Jonah Hirsch) Date: Tue, 28 Jan 2014 21:37:08 +0000 Subject: [rt-users] Memory leak when merging tickets, RT 4.2.2 In-Reply-To: <1390944500.12341.10.camel@umgah.localdomain> References: <563057883B14F74A83CA92FDE413848A2F3FCEB3@yew.nau.froot.nau.edu> <1390857554.14967.112.camel@umgah.localdomain> <563057883B14F74A83CA92FDE413848A2F4048E0@yew.nau.froot.nau.edu> <1390934701.12341.3.camel@umgah.localdomain> <563057883B14F74A83CA92FDE413848A2F404BBF@yew.nau.froot.nau.edu> <563057883B14F74A83CA92FDE413848A2F404C27@yew.nau.froot.nau.edu> <1390938038.12341.6.camel@umgah.localdomain> <563057883B14F74A83CA92FDE413848A2F404EF6@yew.nau.froot.nau.edu> <1390944500.12341.10.camel@umgah.localdomain> Message-ID: <563057883B14F74A83CA92FDE413848A2F404F9B@yew.nau.froot.nau.edu> Yeah I'd removed AssetTracker a while ago. Looks like I missed the _Vendor files since that's all that remained (CustomFields, CustomField, System, and Ticket _Vendor.pm files). Removing those files has fixed the issue. Thanks for helping me track this down! -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Vandiver Sent: Tuesday, January 28, 2014 2:28 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Memory leak when merging tickets, RT 4.2.2 On Tue, 2014-01-28 at 21:12 +0000, Jonah Hirsch wrote: > I got the upgrades to run successfully, but I still get the memory > issue when merging tickets. > > I noticed that System_Vendor.pm wasn't a stock RT file either, but I'm > not sure where it came from. Here's its contents: That would be the third-party RTx::AssetTracker extension -- which as fas as I'm aware does not function on RT 4.2. If it's installed into /opt/rt4/lib/, it's also installed incorrectly, which will make removing it somewhat more difficult -- you should remove all *_Vendor.pm, *_Overlay.pm, and *_Local.pm files from /opt/rt4/lib/ - Alex From sanka.dissanayake at icc-construct.com Tue Jan 28 22:33:05 2014 From: sanka.dissanayake at icc-construct.com (Sanka Dissanayake) Date: Wed, 29 Jan 2014 09:03:05 +0530 Subject: [rt-users] subcribe Message-ID: <52E87671.6010503@icc-construct.com> From andrius.kulbis at ktu.lt Wed Jan 29 07:25:19 2014 From: andrius.kulbis at ktu.lt (andriuss) Date: Wed, 29 Jan 2014 04:25:19 -0800 (PST) Subject: [rt-users] Group by owner Message-ID: <1390998319281-56427.post@n7.nabble.com> Hello, Is it possible to group tickets in Search/Result.html by Owner? What I wanna do is: +----------------------------------------------------------------------------------------------+ + Tickets with owner: owner1 + +----------------------------------+--------+------------------------------------------------+ + Subject + id + Content + +----------------------------------------------------------------------------------------------+ +----------------------------------------------------------------------------------------------+ + Tickets with owner: owner2 + +----------------------------------+--------+------------------------------------------------+ + Subject + id + Content + +----------------------------------------------------------------------------------------------+ -- View this message in context: http://requesttracker.8502.n7.nabble.com/Group-by-owner-tp56427.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From joinajay1 at gmail.com Wed Jan 29 09:02:58 2014 From: joinajay1 at gmail.com (Ajay Kumar) Date: Wed, 29 Jan 2014 19:32:58 +0530 Subject: [rt-users] Stall Ticket Status is not changing to open after receiving response from requester Message-ID: Hi, I am using RT 4.2.1 and stall Ticket Status is not changing to open after receiving response from requester.Can some one suggest configuration steps if required. Looking forward for response pls. Regards, Ajay Kumar ................................. 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 duncan.carter at trustonic.com Wed Jan 29 10:22:51 2014 From: duncan.carter at trustonic.com (Duncan Carter) Date: Wed, 29 Jan 2014 15:22:51 +0000 Subject: [rt-users] eMail filtering: Message-ID: <8e3a229037824c3095da8ede3ca64aab@AM3PR06MB113.eurprd06.prod.outlook.com> Hello all, Is there a way to filter incoming replies to tickets so that signatures and history of the eMail isn't added to the ticket? I thought I'd seen something about this, but can't now find it. Many thanks in advance, -------------- next part -------------- An HTML attachment was scrubbed... URL: From krichel at openlib.org Wed Jan 29 12:39:00 2014 From: krichel at openlib.org (Thomas Krichel) Date: Wed, 29 Jan 2014 17:39:00 +0000 Subject: [rt-users] postgres permission denied In-Reply-To: References: Message-ID: <20140129173900.GC21906@openlib.org> Hi RT gang! rt-users-request at lists.bestpractical.com writes > Here are a few searchable places, listed in order of > likely usefulness: > > http://wiki.bestpractical.com - community wiki > http://gossamer-threads.com/lists/rt/ - searchable list archives > http://google.com - "RT [MostUniqueErrMsg]" Searched those, did not fine anything... I recently upgraded our RT from version 3.8. Here is what I have now. root at rt:~# aptitude show postgresql | grep Version Version: 9.1+134wheezy4 root at rt:~# aptitude show libperl5.14 | grep Version Version: 5.14.2-21+deb7u1 root at rt:~# aptitude show request-tracker4 | grep Version Version: 4.0.7-5+deb7u2 RT appears to be running just fine but I get odd permissions denied denied problems to the datasbase in the log. I did postgres at rt:~$ psql -U postgres psql (9.1.11) Type "help" for help. postgres=# grant all on database rtdb to rtuser; GRANT postgres=# ALTER DEFAULT PRIVILEGES GRANT ALL ON TABLES TO rtuser; ALTER DEFAULT PRIVILEGES postgres=# \q postgres at rt:~$ but the troubles keep coming Jan 29 10:10:13 rt RT: DBD::Pg::st execute failed: ERROR: permission denied for relation topics at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 587. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:587) Jan 29 10:10:13 rt RT: RT::Handle=HASH(0x7fb7b85d5158) couldn't execute the query 'SELECT * FROM Topics WHERE LOWER(ObjectType) = LOWER(?) AND LOWER(Name) = LOWER(?) AND ObjectId = ? AND Parent = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 600#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7fb7b85d5158)', 'SELECT * FROM Topics WHERE LOWER(ObjectType) = LOWER(?) AND ...', 'RT::System', 'Queues', 1, 0) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1206#012#011DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Topic=HASH(0x7fb7ba247b80)', 'SELECT * FROM Topics WHERE LOWER(ObjectType) = LOWER(?) AND ...', 'RT::System', 'Queues', 1, 0) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1125#012#011DBIx::SearchBuilder::Record::LoadByCols('RT::Topic=HASH(0x7fb7ba247b80)', 'Parent', 0, 'ObjectId', 1, 'LOWER(Name)', 'HASH(0x7fb7ba35a768)', 'LOWER(ObjectType)', 'HASH(0x7fb7ba28bc78)', ...) called at /usr/share/perl5/DBIx/SearchBuilder/Record/Cachable.pm line 120#012#011DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Topic=HASH(0x7fb7ba247b80)', 'LOWER(ObjectType)', 'HASH(0x7fb7ba28bc78)', 'LOWER(Name)', 'HASH(0x7fb7ba35a768)', 'ObjectId', 1, 'Parent', 0, ...) called at /usr/share/request-tracker4/lib/RT/Record.pm line 393#012#011RT::Record::LoadByCols('RT::Topic=HASH(0x7fb7ba247b80)' , 'Name', 'Queues', 'Parent', 0, 'ObjectType', 'RT::System', 'ObjectId', 1, ...) called at /usr/share/request-tracker4/html/Articles/Elements/BeforeMessageBox line 206#012#011HTML::Mason::Commands::__ANON__('Action', 'Comment', 'id', 2205, 'DefaultStatus', 'resolved') called at /usr/share/perl5/HTML/Mason/Component.pm line 135#012#011HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7fb7b9610c00)', 'Action', 'Comment', 'id', 2205, 'DefaultStatus', 'resolved') called at /usr/share/perl5/HTML/Mason/Request.pm line 1302#012#011eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1292#012#011HTML::Mason::Request::comp(undef, undef, 'Action', 'Comment I did try to reset the permissions. As suggested in the doc, I made sure that postgres can read the configuration file. I did it this way root at rt:~# ls -l /etc/request-tracker4/RT_SiteConfig.pm -rw-r----- 1 root www-data 2311 Dec 28 04:30 /etc/request-tracker4/RT_SiteConfig.pm root at rt:~# grep postgres /etc/group | grep www-data www-data:x:33:postgres Indeed postgres at rt:/root$ cat /etc/request-tracker4/RT_SiteConfig.pm | head -1 # This file was generated by running "update-rt-siteconfig". Now trying to run root at rt:~# sudo -u postgres /usr/sbin/rt-setup-database --action acl In order to create or update your RT database, this script needs to connect to your Pg instance on localhost as rtuser Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: Pg Host: localhost Name: rtdb User: rtuser DBA: rtuser Now inserting database ACLs. DBD::Pg::st execute failed: ERROR: permission denied for sequence classes_id_seq at /usr/share/request-tracker4/lib/RT/Handle.pm line 439, line 1. DBD::Pg::st execute failed: ERROR: permission denied for sequence classes_id_seq at /usr/share/request-tracker4/lib/RT/Handle.pm line 439, line 1. At the password prompt, I entered the password set in Set($DatabasePassword , '...'); And the problem persists. I can reproduce it by resolving a test ticket. Any hint as what can I try next? -- Cheers, Thomas Krichel http://openlib.org/home/krichel skype:thomaskrichel From falcone at bestpractical.com Wed Jan 29 12:44:06 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 29 Jan 2014 12:44:06 -0500 Subject: [rt-users] RT 4.2 change scrip stage In-Reply-To: <52E21848.1070109@netcologne.de> References: <52E21848.1070109@netcologne.de> Message-ID: <20140129174406.GA1828@jibsheet.com> On Fri, Jan 24, 2014 at 08:37:44AM +0100, Christian Loos wrote: > how can I change the stage of an existing scrip in RT 4.2? > In RT 4.0 there was an 'Phase' select box on the scrip page but I can't > find it in RT 4.2. I assume you've discovered this by now, but just in case you haven't, the Stage of a scrip is settable on the Applies To page. You can actually have a given scrip run as Batch in one queue and Normal (new name for TransactionCreate) in the rest. You can change the Stage and the Template when adding scrips per queue. I did notice that our column map leaks the internal names for the stages and have filed a bug #28739. -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 Jan 29 14:01:55 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 29 Jan 2014 14:01:55 -0500 Subject: [rt-users] Group by owner In-Reply-To: <1390998319281-56427.post@n7.nabble.com> References: <1390998319281-56427.post@n7.nabble.com> Message-ID: <20140129190155.GB1828@jibsheet.com> On Wed, Jan 29, 2014 at 04:25:19AM -0800, andriuss wrote: > Is it possible to group tickets in Search/Result.html by Owner? It sounds like you don't really want Group By, since Group By squishes (4.2 makes it easy to see for example that in Queue A, Owner B has 7 tickets). You likely want a simple Order By Owner. There won't be a visual break between owner1 and owner2, but they'll clump together. -kevin > What I wanna do is: > > +----------------------------------------------------------------------------------------------+ > + Tickets with owner: owner1 > + > +----------------------------------+--------+------------------------------------------------+ > + Subject + id + Content > + > +----------------------------------------------------------------------------------------------+ > > +----------------------------------------------------------------------------------------------+ > + Tickets with owner: owner2 > + > +----------------------------------+--------+------------------------------------------------+ > + Subject + id + Content > + > +----------------------------------------------------------------------------------------------+ -------------- 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 Jan 29 14:03:17 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 29 Jan 2014 14:03:17 -0500 Subject: [rt-users] Stall Ticket Status is not changing to open after receiving response from requester In-Reply-To: References: Message-ID: <20140129190317.GC1828@jibsheet.com> On Wed, Jan 29, 2014 at 07:32:58PM +0530, Ajay Kumar wrote: > I am using RT 4.2.1 and stall Ticket Status is not changing to open after receiving response > from requester.Can some one suggest configuration steps if required. > Looking forward for response pls. Read through: http://bestpractical.com/docs/rt/latest/UPGRADING-4.2.html searching for "Open inactive tickets". It sounds like you may want to switch back to the old default behavior of Open tickets. -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 Jan 29 14:03:40 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 29 Jan 2014 14:03:40 -0500 Subject: [rt-users] eMail filtering: In-Reply-To: <8e3a229037824c3095da8ede3ca64aab@AM3PR06MB113.eurprd06.prod.outlook.com> References: <8e3a229037824c3095da8ede3ca64aab@AM3PR06MB113.eurprd06.prod.outlook.com> Message-ID: <20140129190340.GD1828@jibsheet.com> On Wed, Jan 29, 2014 at 03:22:51PM +0000, Duncan Carter wrote: > Is there a way to filter incoming replies to tickets so that signatures and history of the > eMail isn't added to the ticket? While technically possible to do this in a Mail Plugin, it'll be much easier to do before you invoke rt-mailgate. -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 Jan 29 14:06:43 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 29 Jan 2014 14:06:43 -0500 Subject: [rt-users] postgres permission denied In-Reply-To: <20140129173900.GC21906@openlib.org> References: <20140129173900.GC21906@openlib.org> Message-ID: <20140129190643.GE1828@jibsheet.com> On Wed, Jan 29, 2014 at 05:39:00PM +0000, Thomas Krichel wrote: > postgres=# grant all on database rtdb to rtuser; > GRANT > postgres=# ALTER DEFAULT PRIVILEGES GRANT ALL ON TABLES TO rtuser; > ALTER DEFAULT PRIVILEGES These don't seem like they would touch sequences. I'd be inspecting the output of \z topics, and \z on the sequences that are affected. Also - connecting as the rtuser may be insufficient to fix permissions. I suspect you actually need to run the acl fixes in RT as the postgres user. The debian packages may have a way to rerun what was done during install, but I don't know it off the top of my head. Once you figure this out, I suggest considering using the debian-backports repo to get a version of RT from 2013 not 2012. -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 Jan 29 14:07:18 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 29 Jan 2014 14:07:18 -0500 Subject: [rt-users] more than one occurence of callback In-Reply-To: <52E6E6F5.4010307@gmail.com> References: <52E6E6F5.4010307@gmail.com> Message-ID: <20140129190718.GF1828@jibsheet.com> On Mon, Jan 27, 2014 at 06:08:37PM -0500, Steven Hopps wrote: > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/html > /opt/rt4/local/plugins/RT-Authen-ExternalAuth/html /opt/rt4/share/html I suspect you have RT::Authen::ExternalAuth twice in your @Plugins line, or two Plugin("RT::Authen::ExternalAuth") lines in your RT_SiteConfig.pm -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 Jan 29 14:08:23 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 29 Jan 2014 14:08:23 -0500 Subject: [rt-users] RT 4.2.1 - ExternalAuth against LDAP server and users with multiple mail addresses In-Reply-To: <52E20E0E.8010605@spamcop.net> References: <52DA8131.7030606@spamcop.net> <52DE2F86.9070205@spamcop.net> <20140121192934.GA2259@jibsheet.com> <52DECF5D.5070302@spamcop.net> <20140121203342.GG2259@jibsheet.com> <52DF69F6.2070501@spamcop.net> <20140122105724.GA98961@pcjas.obspm.fr> <52E20E0E.8010605@spamcop.net> Message-ID: <20140129190823.GG1828@jibsheet.com> On Fri, Jan 24, 2014 at 07:54:06AM +0100, Gerald Vogt wrote: > On 22.01.2014 11:57, Albert Shih wrote: > > Because event manually through the web interface I can create a ticket with > > ? requestor ? is the second email-address. I got a error. > > That's the same problem. > > Considering there is no positive feedback on my question and seeing the > source code I am pretty sure this doesn't work and actually never did > even though the docs in the ExternalAuth SiteConfig says it would work > since 0.10. Looks like the developer who merged the docs didn't also merge the code needed. You can see more in the ticket I filed. https://rt.cpan.org/Public/Bug/Display.html?id=92381 The multiple-emails branch could use more testing, but is not up to date with current master. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From krichel at openlib.org Wed Jan 29 15:33:41 2014 From: krichel at openlib.org (Thomas Krichel) Date: Wed, 29 Jan 2014 20:33:41 +0000 Subject: [rt-users] postgres permission denied In-Reply-To: <20140129190643.GE1828@jibsheet.com> References: <20140129173900.GC21906@openlib.org> <20140129190643.GE1828@jibsheet.com> Message-ID: <20140129203341.GA7793@openlib.org> Kevin Falcone writes > On Wed, Jan 29, 2014 at 05:39:00PM +0000, Thomas Krichel wrote: > > postgres=# grant all on database rtdb to rtuser; > > GRANT > > postgres=# ALTER DEFAULT PRIVILEGES GRANT ALL ON TABLES TO rtuser; > > ALTER DEFAULT PRIVILEGES > > These don't seem like they would touch sequences. > > I'd be inspecting the output of \z topics, and \z on the sequences > that are affected. \z showed no sequences. So I ran a postgres at rt:~$ cat /usr/share/request-tracker4/etc/schema.Pg | psql \z then showed a bunch of sequeneces. But the rt-setup-database did issued the same error as indicated before. > Also - connecting as the rtuser may be insufficient to fix > permissions. I suspect you actually need to run the acl fixes in RT > as the postgres user. What I had to do was to request the script explicitly to run as the postgres user and authenticate with the postgres user password. root at rt:~# sudo -u postgres /usr/sbin/rt-setup-database --action acl --dba postgres In order to create or update your RT database, this script needs to connect to your Pg instanc\ e on localhost as postgres Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: Pg Host: localhost Name: rtdb User: rtuser DBA: postgres Now inserting database ACLs. Done. A test seems to suggest that the problem is gone, but I will keep a croned job to look at for a reoccurance of the problem. Thank you so much! If you make it to NYC and if I am in town, I'll buy you beer. > Once you figure this out, I suggest considering using the > debian-backports repo to get a version of RT from 2013 not 2012. Ha! I will pass this suggestion on to my superiors. -- Cheers, Thomas Krichel http://openlib.org/home/krichel skype:thomaskrichel From giles.bradshaw at sigyl.com Wed Jan 29 15:36:01 2014 From: giles.bradshaw at sigyl.com (giles) Date: Wed, 29 Jan 2014 20:36:01 -0000 Subject: [rt-users] UNSUBSCRIBE Message-ID: <007701cf1d31$b93d5080$2bb7f180$@sigyl.com> -------------- next part -------------- An HTML attachment was scrubbed... URL: From vitalik1 at yahoo.com Wed Jan 29 16:33:00 2014 From: vitalik1 at yahoo.com (Vitalik Yahoo) Date: Wed, 29 Jan 2014 16:33:00 -0500 Subject: [rt-users] 'negative' Business Hours in international environments References: Message-ID: <67A8DA4A-F4CD-44A5-80A2-613748DA9535@yahoo.com> > Hello Experts, > I am using: Business-Hours-0.10_01 and RT-Extension-SLA-0.07. > > I have a follow-up question to this thread: http://www.gossamer-threads.com/lists/rt/users/106929 > > I would like to implement this syntax but in our 24/7 operation Monday actually starts 7:00pm Sunday in order to align actually with the Shifts around the globe. First shift is APJ because the day begins there, i..e Monday morning begins in APJ at 7:00PM ET which is still Sunday in US. > > Is there a way to have 'Monday' Start on Sunday 7:00pm ET? i.e. 'Monday', Start => '-05:00',End=>'19:00'} > > %RT::ServiceBusinessHours = ( > 'weekday' => { > 0 => { Name => 'Sunday', Start => '19:00', End => '24:00' }, > 1 => { Name => 'Monday', Start => '00:00', End => '24:00' }, > 2 => { Name => 'Tuesday', Start => '00:00', End => '24:00' }, > 3 => { Name => 'Wednesday', Start => '00:00', End => '24:00' }, > 4 => { Name => 'Thursday', Start => '00:00', End => '24:00' }, > 5 => { Name => 'Friday', Start => '00:00', End => '19:00' }, > holidays => [qw(01-01 12-25 2014-05-26 2014-07-04 2014-09-01 2014-11-27 2014-11-28 )], > }, > ); > Thanks in advance for your help, > -Vitaly -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Wed Jan 29 16:55:43 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 29 Jan 2014 16:55:43 -0500 Subject: [rt-users] ShowCustomFields extremely slow. In-Reply-To: <52E7165F.8080503@sorbs.net> 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> Message-ID: <1391032543.6367.49.camel@umgah.localdomain> On Tue, 2014-01-28 at 03:30 +0100, Michelle Sullivan wrote: > Ok so temporarily I set min_duration to 0 and logged everything, the log > is here: The situation can be made much clearer by limiting to the postgres process IDs which are responding to queries from RT, namely 15537 and 15481. The longest statement duration is 1559.273ms, which is a _parse_ of a statement query, not even an execution. The next-longest query is DBD::Pg's query (which is only run once per process, FTR) at 02:11:09 to determine table information -- which takes nearly a full _second_ to return. On the largest Postgres installation which I have access to, this takes less than 100ms. I am not familiar with Bucardo as a replication strategy, so I can't comment on that. However, I strongly suspect that the answer lies amongst your replication tool and network topology. The symptoms do not match any failure modes that I'm familiar with in RT. You may wish to try simplifying your database configuration (temporarily install Pg on one of the front-ends) to see if that resolves any of the problems. - Alex From bbaker at copesan.com Wed Jan 29 18:05:19 2014 From: bbaker at copesan.com (Bryon Baker) Date: Wed, 29 Jan 2014 23:05:19 +0000 Subject: [rt-users] Trying to retrive CC address Message-ID: <62b94506d8554cd6915ad5a60a9791ff@BLUPR05MB788.namprd05.prod.outlook.com> Hello all I am trying to retrieve the CC mail address on incoming emails/ I have tried # my $rcc = $self->TicketObj->CcAddresses; # my $rcc = $self->TicketObj->Cc->MemberEmailAddresses And others either I get an error for invalid object or an empty set. Hope someone can help Thanks in advance. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From kenn.crocker at gmail.com Wed Jan 29 18:44:20 2014 From: kenn.crocker at gmail.com (Kenneth Crocker) Date: Wed, 29 Jan 2014 15:44:20 -0800 Subject: [rt-users] Trying to retrive CC address Message-ID: <-2124568357626626379@unknownmsgid> Bryon, I believe there is an example of that in the book I sent you. Kenn Sent from my Windows Phone ------------------------------ From: Bryon Baker Sent: 1/29/2014 3:05 PM To: RT Users (rt-users at lists.bestpractical.com) Subject: [rt-users] Trying to retrive CC address Hello all I am trying to retrieve the CC mail address on incoming emails/ I have tried # my $rcc = $self->TicketObj->CcAddresses; # my $rcc = $self->TicketObj->Cc->MemberEmailAddresses And others either I get an error for invalid object or an empty set. Hope someone can help Thanks in advance. Bryon Baker Network Operations Manager *Copesan** - Specialists in Pest Solutions* 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com *"Servicing North America with Local Care"* -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netcologne.de Thu Jan 30 03:25:16 2014 From: cloos at netcologne.de (Christian Loos) Date: Thu, 30 Jan 2014 09:25:16 +0100 Subject: [rt-users] RT 4.2 change scrip stage In-Reply-To: <20140129174406.GA1828@jibsheet.com> References: <52E21848.1070109@netcologne.de> <20140129174406.GA1828@jibsheet.com> Message-ID: <52EA0C6C.9080903@netcologne.de> Am 29.01.2014 18:44, schrieb Kevin Falcone: > I assume you've discovered this by now, but just in case you haven't, > the Stage of a scrip is settable on the Applies To page. This is not very obviously (for a long time RT admin) ;-) > > You can actually have a given scrip run as Batch in one queue and > Normal (new name for TransactionCreate) in the rest. You can change > the Stage and the Template when adding scrips per queue. > I think this flexibility is the reason why I have to unselect a scrip from a queue and then select it again with a different stage, when I want to change the stage of an queue scrip?! Also not very obviously. Maybe you can add a 'Changing Script Stages' section to the 'What's New in 4.2: Scrips Configuration' blog post. By the way the new flexible script configuration (once I understand it ;-)) is great as I can remove some queue filter within the scrips and also get rid of some repeated scrips for different queues. > I did notice that our column map leaks the internal names for the > stages and have filed a bug #28739. There is also an useless Reset button on the scrip modify page. I just started planning the upgrade to 4.2. If I find things like the above I will send you pull request. So maybe you plan some extra time to review my pull requests for the next weeks ;-) Chris From aheinlein at gmx.com Thu Jan 30 03:27:39 2014 From: aheinlein at gmx.com (Andreas Heinlein) Date: Thu, 30 Jan 2014 09:27:39 +0100 Subject: [rt-users] Set custom date field to empty value Message-ID: <52EA0CFB.60005@gmx.com> Hello, is there a way to un-set a custom date field, i.e. turn it from a specific date to "no value" again? Thanks, Andreas From aheinlein at gmx.com Thu Jan 30 03:24:17 2014 From: aheinlein at gmx.com (Andreas Heinlein) Date: Thu, 30 Jan 2014 09:24:17 +0100 Subject: [rt-users] Set requestor from email body Message-ID: <52EA0C31.2050609@gmx.com> Hello, I'd like to be able to forward mails which arrive at my address to RT and have RT extract the requestor's address from the forwarded mail, instead of using the sender address (which is me in this case). I cannot use something like the "Mail Redirect" extension to Thunderbird, which redirects mails retaining the original sender address, since the incoming mails are encrypted for me and need to be forwarded unencrypted. I know there is "Extract custom fields from mail", but this is not a custom field. Does anyone know a solution for this? Thanks, Andreas From marius at ksat.no Thu Jan 30 03:44:51 2014 From: marius at ksat.no (Marius Flage) Date: Thu, 30 Jan 2014 09:44:51 +0100 Subject: [rt-users] Converting to using LDAP authentication (Active Directory) Message-ID: <52EA1103.4080005@ksat.no> Hi there! We've been running RT for some months now with a local user database for our agents and also for the auto-created users when they submit tickets. Now we want to start using RT system-wide and we'd like to exploit LDAP authentication (towards our corporate Active Directory). So the question 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? And what about groups in LDAP? Can these be exploited as well? - Marius From jvdwege at xs4all.nl Thu Jan 30 03:53:05 2014 From: jvdwege at xs4all.nl (Joop) Date: Thu, 30 Jan 2014 09:53:05 +0100 Subject: [rt-users] Set custom date field to empty value In-Reply-To: <52EA0CFB.60005@gmx.com> References: <52EA0CFB.60005@gmx.com> Message-ID: <52EA12F1.3080905@xs4all.nl> On 30-1-2014 9:27, Andreas Heinlein wrote: > Hello, > > is there a way to un-set a custom date field, i.e. turn it from a > specific date to "no value" again? In my test RT-4.2.2 it is '', two single quotes and the date will revert to unset. Disregard the notice at the top of the page which says the date is now 12-31-1969. Joop From michelle at sorbs.net Thu Jan 30 04:57:56 2014 From: michelle at sorbs.net (Michelle Sullivan) Date: Thu, 30 Jan 2014 10:57:56 +0100 Subject: [rt-users] ShowCustomFields extremely slow. In-Reply-To: <1391032543.6367.49.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> Message-ID: <52EA2224.1000708@sorbs.net> Alex Vandiver wrote: > On Tue, 2014-01-28 at 03:30 +0100, Michelle Sullivan wrote: > >> Ok so temporarily I set min_duration to 0 and logged everything, the log >> is here: >> > > The situation can be made much clearer by limiting to the postgres > process IDs which are responding to queries from RT, namely 15537 and > 15481. ( parsed this an put it in http://www.mhix.org/ticketload-rt.log ) > The longest statement duration is 1559.273ms, which is a _parse_ > of a statement query, not even an execution. The next-longest query is > DBD::Pg's query (which is only run once per process, FTR) at 02:11:09 to > determine table information -- which takes nearly a full _second_ to > return. On the largest Postgres installation which I have access to, > this takes less than 100ms. > Well here's the thing... Jan 28 02:11:09 to Jan 28 02:18:31 ... a full 7 minutes of being in ShowCustomFields there are just 100's (like more than 1900 of them) of statements like this: Jan 28 02:18:30 m0040933 postgres[15537]: [7893-1] LOG: duration: 0.042 ms bind dbdpg_p88026_1968: SELECT consrc FROM pg_catalog.pg_constraint WHERE contype = 'c' AND conrelid = 134792121 AND conkey = '{33}' Jan 28 02:18:30 m0040933 postgres[15537]: [7894-1] LOG: duration: 0.021 ms execute dbdpg_p88026_1968: SELECT consrc FROM pg_catalog.pg_constraint WHERE contype = 'c' AND conrelid = 134792121 AND conkey = '{33}' Jan 28 02:18:31 m0040933 postgres[15537]: [7895-1] LOG: duration: 0.363 ms statement: DEALLOCATE dbdpg_p88026_1968 .. and no other queries... The start being immediately after: Jan 28 02:11:09 m0040933 postgres[15537]: [218-2] SELECT Jan 28 02:11:09 m0040933 postgres[15537]: [218-3] NULL::text AS "TABLE_CAT" Jan 28 02:11:09 m0040933 postgres[15537]: [218-4] , quote_ident(n.nspname) AS "TABLE_SCHEM" Jan 28 02:11:09 m0040933 postgres[15537]: [218-5] , quote_ident(c.relname) AS "TABLE_NAME" Jan 28 02:11:09 m0040933 postgres[15537]: [218-6] , quote_ident(a.attname) AS "COLUMN_NAME" Jan 28 02:11:09 m0040933 postgres[15537]: [218-7] , a.atttypid AS "DATA_TYPE" Jan 28 02:11:09 m0040933 postgres[15537]: [218-8] , pg_catalog.format_type(a.atttypid, NULL) AS "TYPE_NAME" Jan 28 02:11:09 m0040933 postgres[15537]: [218-9] , a.attlen AS "COLUMN_SIZE" Jan 28 02:11:09 m0040933 postgres[15537]: [218-10] , NULL::text AS "BUFFER_LENGTH" Jan 28 02:11:09 m0040933 postgres[15537]: [218-11] , NULL::text AS "DECIMAL_DIGITS" Jan 28 02:11:09 m0040933 postgres[15537]: [218-12] , NULL::text AS "NUM_PREC_RADIX" Jan 28 02:11:09 m0040933 postgres[15537]: [218-13] , CASE a.attnotnull WHEN 't' THEN 0 ELSE 1 END AS "NULLABLE" Jan 28 02:11:09 m0040933 postgres[15537]: [218-14] , pg_catalog.col_description(a.attrelid, a.attnum) AS "REMARKS" Jan 28 02:11:09 m0040933 postgres[15537]: [218-15] , pg_catalog.pg_get_expr(af.adbin, af.adrelid) AS "COLUMN_DEF" Jan 28 02:11:09 m0040933 postgres[15537]: [218-16] , NULL::text AS "SQL_DATA_TYPE" Jan 28 02:11:09 m0040933 postgres[15537]: [218-17] , NULL::text AS "SQL_DATETIME_SUB" Jan 28 02:11:09 m0040933 postgres[15537]: [218-18] , NULL::text AS "CHAR_OCTET_LENGTH" Jan 28 02:11:09 m0040933 postgres[15537]: [218-19] , a.attnum AS "ORDINAL_POSITION" Jan 28 02:11:09 m0040933 postgres[15537]: [218-20] , CASE a.attnotnull WHEN 't' THEN 'NO' ELSE 'YES' END AS "IS_NULLABLE" Jan 28 02:11:09 m0040933 postgres[15537]: [218-21] , pg_catalog.format_type(a.atttypid, a.atttypmod) AS "pg_type" Jan 28 02:11:09 m0040933 postgres[15537]: [218-22] , '?' AS "pg_constraint" Jan 28 02:11:09 m0040933 postgres[15537]: [218-23] , n.nspname AS "pg_schema" Jan 28 02:11:09 m0040933 postgres[15537]: [218-24] , c.relname AS "pg_table" Jan 28 02:11:09 m0040933 postgres[15537]: [218-25] , a.attname AS "pg_column" Jan 28 02:11:09 m0040933 postgres[15537]: [218-26] , a.attrelid AS "pg_attrelid" Jan 28 02:11:09 m0040933 postgres[15537]: [218-27] , a.attnum AS "pg_attnum" Jan 28 02:11:09 m0040933 postgres[15537]: [218-28] , a.atttypmod AS "pg_atttypmod" Jan 28 02:11:09 m0040933 postgres[15537]: [218-29] , t.typtype AS "_pg_type_typtype" Jan 28 02:11:09 m0040933 postgres[15537]: [218-30] , t.oid AS "_pg_type_oid" Jan 28 02:11:09 m0040933 postgres[15537]: [218-31] FROM Jan 28 02:11:09 m0040933 postgres[15537]: [218-32] pg_catalog.pg_type t Jan 28 02:11:09 m0040933 postgres[15537]: [218-33] JOIN pg_catalog.pg_attribute a ON (t.oid = a.atttypid) Jan 28 02:11:09 m0040933 postgres[15537]: [218-34] JOIN pg_catalog.pg_class c ON (a.attrelid = c.oid) Jan 28 02:11:09 m0040933 postgres[15537]: [218-35] LEFT JOIN pg_catalog.pg_attrdef af ON (a.attnum = af.adnum AND a.attrelid = af.adrelid) Jan 28 02:11:09 m0040933 postgres[15537]: [218-36] JOIN pg_catalog.pg_namespace n ON (n.oid = c.relnamespace) Jan 28 02:11:09 m0040933 postgres[15537]: [218-37] WHERE Jan 28 02:11:09 m0040933 postgres[15537]: [218-38] a.attnum >= 0 Jan 28 02:11:09 m0040933 postgres[15537]: [218-39] AND c.relkind IN ('r','v') Jan 28 02:11:09 m0040933 postgres[15537]: [218-40] Jan 28 02:11:09 m0040933 postgres[15537]: [218-41] AND c.relname LIKE '%' Jan 28 02:11:09 m0040933 postgres[15537]: [218-42] AND a.attname LIKE '%' Jan 28 02:11:09 m0040933 postgres[15537]: [218-43] ORDER BY "TABLE_SCHEM", "TABLE_NAME", "ORDINAL_POSITION" Jan 28 02:11:09 m0040933 postgres[15537]: [218-44] Jan 28 02:11:09 m0040933 postgres[15537]: [219-1] LOG: duration: 0.665 ms statement: DEALLOCATE dbdpg_p88026_49 Which is a column_info() call in DBD::Pg Which is called from Fields() in DBIx::Searchbuilder .. Which I assume is being called in ShowCustomFields somewhere... The problem is network latency between the front ends and the backend DB... Running this on the same host returns in under a second. My frontends are on completely different networks (and indeed different data centers) from the database servers for security (mainly DDoS type) reasons Now I'd suspect something very broken possibly in column_info as pg_catalog.pg_constraint only has 36 rows in the rt4 table, and all those are the pk's.. The TABLE_CAT query returns 1921 rows, which corresponds exactly to the number of pg_catalog.pg_constraint queries... > I am not familiar with Bucardo as a replication strategy, so I can't > comment on that. I've CC'd Gregg as he's the current author for DBD::Pg, and he's also the person behind Bucardo replication. > However, I strongly suspect that the answer lies > amongst your replication tool and network topology. Replication tool - no. Network topology, maybe. > The symptoms do not > match any failure modes that I'm familiar with in RT. You may wish to > try simplifying your database configuration (temporarily install Pg on > one of the front-ends) to see if that resolves any of the problems. > Not really possible or practical - as it would appear the problem is related to network latency (of around 20ms round-trip - the query itself completes in 0.021ms - ~0.400ms if you include the bind and dealloc) and the use of column_info() calls... is there a reason why ShowCustomFields needs to call column_info()? Regards, -- Michelle Sullivan http://www.mhix.org/ From uglobster at gmail.com Thu Jan 30 08:23:52 2014 From: uglobster at gmail.com (Arkady Glazov) Date: Thu, 30 Jan 2014 17:23:52 +0400 Subject: [rt-users] Extension ExtractCustomFieldValues in version 4.2.2 not visible Message-ID: Hello, I have a fresh install of RT 4.2.2 with fastCGI and postgreSQL under Linux. I try to configure my installation with Extension ExtractCustomFiledValues. I'm novice in RT. I install extension by cpan, change my RT_SiteConfig.pm and restart apache. But after them when i try create new global scriplet i don't see in Action required "ExtractCustomFiled". In /opt/rt4/local/plugins/ i see the dir RT-Extension-ExtractCustomFieldValues with subdirs, but from web interface scriplet action is not visible. Why? -- Best regards, Arkady Glazov http://globster.ru -------------- next part -------------- An HTML attachment was scrubbed... URL: From b.maciejewski at agriplus.pl Thu Jan 30 08:46:57 2014 From: b.maciejewski at agriplus.pl (Bartosz Maciejewski) Date: Thu, 30 Jan 2014 14:46:57 +0100 Subject: [rt-users] ODP: Extension ExtractCustomFieldValues in version 4.2.2 not visible In-Reply-To: References: Message-ID: <397bljns7sigj7f1pyaavsw7.1391089617193@email.android.com> Did you run make initdb afer install? Wys?ano ze smartfonu Sony Xperia? ---- U?ytkownik Arkady Glazovnapisa? ---- >Hello, > >I have a fresh install of RT 4.2.2 with fastCGI and postgreSQL under Linux. I try to configure my installation with Extension ExtractCustomFiledValues. I'm novice in RT. > > >I install extension by cpan, change my RT_SiteConfig.pm and restart apache. But after them when i try create new global scriplet i don't see in Action required "ExtractCustomFiled". In?/opt/rt4/local/plugins/ i see the dir?RT-Extension-ExtractCustomFieldValues with subdirs, but from web interface scriplet action is not visible. Why? > >-- >Best regards, >Arkady Glazov >http://globster.ru > -------------- next part -------------- An HTML attachment was scrubbed... URL: From vogt at spamcop.net Thu Jan 30 09:01:05 2014 From: vogt at spamcop.net (Gerald Vogt) Date: Thu, 30 Jan 2014 15:01:05 +0100 Subject: [rt-users] RT 4.2.1 - ExternalAuth against LDAP server and users with multiple mail addresses In-Reply-To: <20140129190823.GG1828@jibsheet.com> References: <52DA8131.7030606@spamcop.net> <52DE2F86.9070205@spamcop.net> <20140121192934.GA2259@jibsheet.com> <52DECF5D.5070302@spamcop.net> <20140121203342.GG2259@jibsheet.com> <52DF69F6.2070501@spamcop.net> <20140122105724.GA98961@pcjas.obspm.fr> <52E20E0E.8010605@spamcop.net> <20140129190823.GG1828@jibsheet.com> Message-ID: <52EA5B21.4020908@spamcop.net> Hi Kevin, On 29.01.14 20:08, Kevin Falcone wrote: > On Fri, Jan 24, 2014 at 07:54:06AM +0100, Gerald Vogt wrote: >> On 22.01.2014 11:57, Albert Shih wrote: >>> Because event manually through the web interface I can create a ticket with >>> ? requestor ? is the second email-address. I got a error. >> >> That's the same problem. >> >> Considering there is no positive feedback on my question and seeing the >> source code I am pretty sure this doesn't work and actually never did >> even though the docs in the ExternalAuth SiteConfig says it would work >> since 0.10. > > Looks like the developer who merged the docs didn't also merge the > code needed. You can see more in the ticket I filed. > https://rt.cpan.org/Public/Bug/Display.html?id=92381 > > The multiple-emails branch could use more testing, but is not up to > date with current master. Are you sure the current source code of the extension is actually capable of doing this? I can see in the sourcecode of RT/Interface/Email/Auth/MailFrom.pm that tries to find the user for the sender e-mail address using LoadByEmail. LoadByEmail only checks the email address in the local database. If it doesn't find it there it tries to create a new user with that email address. To me it looks as if this extension will never work properly unless it modifies the LoadByEmail function to do a LDAP lookup if not found in the local database. And I don't see any indication anywhere in the multiple-emails branch of the extension to do anything like that. So I kind of doubt it's just some more testing to get this working... Gerald From falcone at bestpractical.com Thu Jan 30 10:39:31 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 30 Jan 2014 10:39:31 -0500 Subject: [rt-users] postgres permission denied In-Reply-To: <20140129203341.GA7793@openlib.org> References: <20140129173900.GC21906@openlib.org> <20140129190643.GE1828@jibsheet.com> <20140129203341.GA7793@openlib.org> Message-ID: <20140130153931.GH1828@jibsheet.com> On Wed, Jan 29, 2014 at 08:33:41PM +0000, Thomas Krichel wrote: > > Also - connecting as the rtuser may be insufficient to fix > > permissions. I suspect you actually need to run the acl fixes in RT > > as the postgres user. > > What I had to do was to request the script explicitly to run as the > postgres user and authenticate with the postgres user password. > > root at rt:~# sudo -u postgres /usr/sbin/rt-setup-database --action acl --dba postgres > > A test seems to suggest that the problem is gone, but I will > keep a croned job to look at for a reoccurance of the problem. That command definitely looks more correct. I'm glad this sorted the problem. -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 Jan 30 10:48:39 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 30 Jan 2014 10:48:39 -0500 Subject: [rt-users] RT 4.2 change scrip stage In-Reply-To: <52EA0C6C.9080903@netcologne.de> References: <52E21848.1070109@netcologne.de> <20140129174406.GA1828@jibsheet.com> <52EA0C6C.9080903@netcologne.de> Message-ID: <20140130154839.GI1828@jibsheet.com> On Thu, Jan 30, 2014 at 09:25:16AM +0100, Christian Loos wrote: > Am 29.01.2014 18:44, schrieb Kevin Falcone: > > I assume you've discovered this by now, but just in case you haven't, > > the Stage of a scrip is settable on the Applies To page. > This is not very obviously (for a long time RT admin) ;-) I agree. > > You can actually have a given scrip run as Batch in one queue and > > Normal (new name for TransactionCreate) in the rest. You can change > > the Stage and the Template when adding scrips per queue. > > I think this flexibility is the reason why I have to unselect a scrip > from a queue and then select it again with a different stage, when I > want to change the stage of an queue scrip?! Also not very obviously. While not my favorite workflow, I'm not sure how else that particular page would allow editing of those attributes (other than a lot of JS to make the rows clickable editable CRUD, but that was never a 4.2 goal). > Maybe you can add a 'Changing Script Stages' section to the 'What's New > in 4.2: Scrips Configuration' blog post. I'm surprised there wasn't a summary of changes document. I expect something will get put together as we prep for 4.2 training later this year. > By the way the new flexible script configuration (once I understand it > ;-)) is great as I can remove some queue filter within the scrips and > also get rid of some repeated scrips for different queues. That was the major goal. It's more clicking, but avoids writing all those filters. > I just started planning the upgrade to 4.2. If I find things like the > above I will send you pull request. So maybe you plan some extra time to > review my pull requests for the next weeks ;-) I look forward to seeing what you find. -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 Jan 30 10:51:00 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 30 Jan 2014 10:51:00 -0500 Subject: [rt-users] Set requestor from email body In-Reply-To: <52EA0C31.2050609@gmx.com> References: <52EA0C31.2050609@gmx.com> Message-ID: <20140130155100.GJ1828@jibsheet.com> On Thu, Jan 30, 2014 at 09:24:17AM +0100, Andreas Heinlein wrote: > I know there is "Extract custom fields from mail", but this is not a > custom field. Does anyone know a solution for this? The ExtractCustomFieldValues extension can be used to set other fields, but honestly, you'll write less code if you steal one of the snippets from the wiki snippets page that fetches the mail body. With ECFV you'd have to write the same 'remove requestor, add requestor' code, it'd just simplify the matching. -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 Jan 30 10:53:41 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 30 Jan 2014 10:53:41 -0500 Subject: [rt-users] Converting to using LDAP authentication (Active Directory) In-Reply-To: <52EA1103.4080005@ksat.no> References: <52EA1103.4080005@ksat.no> Message-ID: <20140130155341.GK1828@jibsheet.com> 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. > And what about groups in LDAP? Can these be exploited as well? RT-Extension-LDAPImport's documentation covers how to import groups. -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 Jan 30 10:57:25 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 30 Jan 2014 10:57:25 -0500 Subject: [rt-users] Set custom date field to empty value In-Reply-To: <52EA12F1.3080905@xs4all.nl> References: <52EA0CFB.60005@gmx.com> <52EA12F1.3080905@xs4all.nl> Message-ID: <20140130155725.GL1828@jibsheet.com> On Thu, Jan 30, 2014 at 09:53:05AM +0100, Joop wrote: > On 30-1-2014 9:27, Andreas Heinlein wrote: > >Hello, > > > >is there a way to un-set a custom date field, i.e. turn it from a > >specific date to "no value" again? > In my test RT-4.2.2 it is '', two single quotes and the date will > revert to unset. Disregard the notice at the top of the page which > says the date is now 12-31-1969. I generally use 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 Thu Jan 30 10:58:37 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 30 Jan 2014 10:58:37 -0500 Subject: [rt-users] Extension ExtractCustomFieldValues in version 4.2.2 not visible In-Reply-To: References: Message-ID: <20140130155837.GM1828@jibsheet.com> On Thu, Jan 30, 2014 at 05:23:52PM +0400, Arkady Glazov wrote: > my installation with Extension ExtractCustomFiledValues. I'm novice in RT. > I install extension by cpan Assuming you ran cpan RT::Extension::ExtractCustomFieldValues that will not run all of the installation steps, particularly make initdb, review the README. https://metacpan.org/source/ALEXMV/RT-Extension-ExtractCustomFieldValues-3.10/README -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 Jan 30 11:31:08 2014 From: uglobster at gmail.com (Arkady Glazov) Date: Thu, 30 Jan 2014 20:31:08 +0400 Subject: [rt-users] Extension ExtractCustomFieldValues in version 4.2.2 not visible In-Reply-To: <20140130155837.GM1828@jibsheet.com> References: <20140130155837.GM1828@jibsheet.com> Message-ID: Thank's It was my mistake. All work now to me. -- Best regards, Arkady Glazov http://globster.ru 2014-01-30 Kevin Falcone > On Thu, Jan 30, 2014 at 05:23:52PM +0400, Arkady Glazov wrote: > > my installation with Extension ExtractCustomFiledValues. I'm novice > in RT. > > I install extension by cpan > > Assuming you ran > > cpan RT::Extension::ExtractCustomFieldValues > > that will not run all of the installation steps, particularly make > initdb, review the README. > > > https://metacpan.org/source/ALEXMV/RT-Extension-ExtractCustomFieldValues-3.10/README > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From akos.torok at docca.hu Thu Jan 30 12:29:01 2014 From: akos.torok at docca.hu (akos.torok at docca.hu) Date: Thu, 30 Jan 2014 18:29:01 +0100 Subject: [rt-users] Set requestor from email body In-Reply-To: <52EA0C31.2050609@gmx.com> References: <52EA0C31.2050609@gmx.com> Message-ID: Hello Andreas, This is a scrip (on create), it does something like you want. This is fot RT3.8. You have to finish it by replacing the regex part where I wrote "YOU HAVE TO PUT SOME REGEX HERE" ?kos ### Scrip head ### you don't really need this whole heade my $scname = "SC".$self->ScripObj->id."-3 TX".$self->TicketObj->id." ".$self->ScripObj->Description." - "; my $log = 1; $RT::Logger->debug( "$scname: Ticket: ". $self->TicketObj->Id ) if ($log); my $requestor_address = $self->TicketObj->RequestorAddresses; my $content = $self->TransactionObj->Content; return 1 unless $content; $RT::Logger->debug( "$scname Text attachment has found." ) if ($log); $RT::Logger->debug( "$scname content: $content" ) if ($log); ### End oh head ### # # SetRequestor # if( $content =~ m/YOU HAVE TO PUT SOME REGEX HERE to extract the email address from the mail body like *From:John Doe <(john.doe at yyyyyy.yyy)>*/m ) { $RT::Logger->debug( "$scname .SetRequestorFromBody: START $1" ) if ($log); $self->TicketObj->DeleteWatcher( Type => "Requestor", Email => $requestor_address ); $self->TicketObj->AddWatcher( Type => "Requestor", Email => $1 ); } $RT::Logger->debug( "$scname : END" ) if ($log); 1; On Thu, Jan 30, 2014 at 9:24 AM, Andreas Heinlein wrote: > Hello, > > I'd like to be able to forward mails which arrive at my address to RT and > have RT extract the requestor's address from the forwarded mail, instead of > using the sender address (which is me in this case). > > I cannot use something like the "Mail Redirect" extension to Thunderbird, > which redirects mails retaining the original sender address, since the > incoming mails are encrypted for me and need to be forwarded unencrypted. > > I know there is "Extract custom fields from mail", but this is not a > custom field. Does anyone know a solution for this? > > Thanks, > Andreas > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Thu Jan 30 12:29:04 2014 From: bbaker at copesan.com (Bryon Baker) Date: Thu, 30 Jan 2014 17:29:04 +0000 Subject: [rt-users] Trying to retrive CC address In-Reply-To: <-2124568357626626379@unknownmsgid> References: <-2124568357626626379@unknownmsgid> Message-ID: <9d1bc69643194f0cbeb46c7a4b828e02@BLUPR05MB788.namprd05.prod.outlook.com> Thanks for the fast response Kenn. But that code in the document does not seem to get me what I want. With the ticket header below I am trying to retrieve the CC: line from the email. Tue, Sep 17, 2013 4:47:02 PMEdwina Hamm \(Facilities\) - Ticket created I want This ------->>> CC: "Store 0546" Subject: CSR- 054609171300 - Work Order For Pest Control Date: Tue, 17 Sep 2013 16:43:08 -0500 To: "Client Service" From: "Edwina Hamm \(Facilities\)" The ticket does not have any group information now does the user. Again thanks for the help all Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" From: Kenneth Crocker [mailto:kenn.crocker at gmail.com] Sent: Wednesday, January 29, 2014 5:44 PM To: Bryon Baker; RT Users (rt-users at lists.bestpractical.com) Subject: RE: [rt-users] Trying to retrive CC address Bryon, I believe there is an example of that in the book I sent you. Kenn Sent from my Windows Phone ________________________________ From: Bryon Baker Sent: 1/29/2014 3:05 PM To: RT Users (rt-users at lists.bestpractical.com) Subject: [rt-users] Trying to retrive CC address Hello all I am trying to retrieve the CC mail address on incoming emails/ I have tried # my $rcc = $self->TicketObj->CcAddresses; # my $rcc = $self->TicketObj->Cc->MemberEmailAddresses And others either I get an error for invalid object or an empty set. Hope someone can help Thanks in advance. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Thu Jan 30 12:43:32 2014 From: bbaker at copesan.com (Bryon Baker) Date: Thu, 30 Jan 2014 17:43:32 +0000 Subject: [rt-users] Trying to retrive CC address In-Reply-To: <9d1bc69643194f0cbeb46c7a4b828e02@BLUPR05MB788.namprd05.prod.outlook.com> References: <-2124568357626626379@unknownmsgid> <9d1bc69643194f0cbeb46c7a4b828e02@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: Hello all I found it this snippet of code will do what I want. my $Transaction = $self->TransactionObj; my $EmailAddr = $self->TransactionObj->CreatorObj->EmailAddress; my @People = ($EmailAddr); foreach my $h (qw(From To Cc)) { my $header = $Transaction->Attachments->First->GetHeader($h); my @addr = Mail::Address->parse($header); foreach my $addrobj (@addr) { my $addr = lc $RT::Nobody->UserObj->CanonicalizeEmailAddress($addrobj->address); print "address $addr $h\n"; push @People, $addr; } } Thanks for the ideas and the direction to go. Keep in mind some time it's not the right answer that help someone out, but gives them direction were to look. Maybe this thread will help someone else. Again thanks Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Thursday, January 30, 2014 11:29 AM To: RT Users (rt-users at lists.bestpractical.com) Subject: Re: [rt-users] Trying to retrive CC address Thanks for the fast response Kenn. But that code in the document does not seem to get me what I want. With the ticket header below I am trying to retrieve the CC: line from the email. Tue, Sep 17, 2013 4:47:02 PMEdwina Hamm \(Facilities\) - Ticket created I want This ------->>> CC: "Store 0546" > Subject: CSR- 054609171300 - Work Order For Pest Control Date: Tue, 17 Sep 2013 16:43:08 -0500 To: "Client Service" > From: "Edwina Hamm \(Facilities\)" > The ticket does not have any group information now does the user. Again thanks for the help all Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" From: Kenneth Crocker [mailto:kenn.crocker at gmail.com] Sent: Wednesday, January 29, 2014 5:44 PM To: Bryon Baker; RT Users (rt-users at lists.bestpractical.com) Subject: RE: [rt-users] Trying to retrive CC address Bryon, I believe there is an example of that in the book I sent you. Kenn Sent from my Windows Phone ________________________________ From: Bryon Baker Sent: 1/29/2014 3:05 PM To: RT Users (rt-users at lists.bestpractical.com) Subject: [rt-users] Trying to retrive CC address Hello all I am trying to retrieve the CC mail address on incoming emails/ I have tried # my $rcc = $self->TicketObj->CcAddresses; # my $rcc = $self->TicketObj->Cc->MemberEmailAddresses And others either I get an error for invalid object or an empty set. Hope someone can help Thanks in advance. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Thu Jan 30 13:49:44 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 30 Jan 2014 13:49:44 -0500 Subject: [rt-users] ShowCustomFields extremely slow. In-Reply-To: <52EA2224.1000708@sorbs.net> 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> Message-ID: <1391107784.665.17.camel@umgah.localdomain> On Thu, 2014-01-30 at 10:57 +0100, Michelle Sullivan wrote: > Jan 28 02:11:09 to Jan 28 02:18:31 ... a full 7 minutes of being in > ShowCustomFields there are just 100's (like more than 1900 of them) of > statements like this: [snip] > > .. and no other queries... The start being immediately after: [snip] > > Which is a column_info() call in DBD::Pg > > Which is called from Fields() in DBIx::Searchbuilder .. > > Which I assume is being called in ShowCustomFields somewhere... Correct. It should also only run once per process, and be cached thereafter. > The problem is network latency between the front ends and the backend > DB... Running this on the same host returns in under a second. Yes. These queries aren't a notable performance hit on most servers. At worst case, they may take a second or two -- they certainly don't take upwards of _five minutes_. The latency is, as you've diagnosed, almost certainly the root cause of your problems. > 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. - Alex From uglobster at gmail.com Fri Jan 31 02:23:28 2014 From: uglobster at gmail.com (Arkady Glazov) Date: Fri, 31 Jan 2014 11:23:28 +0400 Subject: [rt-users] How get Current user in scrip Message-ID: How i can get user id or name that login to web RT? In scrip $self->CurrentUser show only 'RT_System' always (on any login). -- Best regards, Arkady Glazov http://globster.ru -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott.dalzell at aveva.com Fri Jan 31 09:43:42 2014 From: scott.dalzell at aveva.com (scott.dalzell) Date: Fri, 31 Jan 2014 06:43:42 -0800 (PST) Subject: [rt-users] Creating Custom Dashboard - 'New Articles' Message-ID: <1391179422258-56465.post@n7.nabble.com> Hi im looking to create a new dashboard for users that will display all the new articles that have been created/updated in the last month or so. i have created dashboards for tickets before but never Articles so im struggling with the search terms required as the simple search seams geared toward tickets in 4.0.12 does anyone have any pointers? regards scott -- View this message in context: http://requesttracker.8502.n7.nabble.com/Creating-Custom-Dashboard-New-Articles-tp56465.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From cloos at netcologne.de Fri Jan 31 10:50:15 2014 From: cloos at netcologne.de (Christian Loos) Date: Fri, 31 Jan 2014 16:50:15 +0100 Subject: [rt-users] RT 4.2 change scrip stage In-Reply-To: <20140130154839.GI1828@jibsheet.com> References: <52E21848.1070109@netcologne.de> <20140129174406.GA1828@jibsheet.com> <52EA0C6C.9080903@netcologne.de> <20140130154839.GI1828@jibsheet.com> Message-ID: <52EBC637.7040600@netcologne.de> Another one: How can I delete a scrip? The Method is there but I can't find anywhere a delete button for scrips, even by checking the HTML source code. Chris From falcone at bestpractical.com Fri Jan 31 13:28:56 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 31 Jan 2014 13:28:56 -0500 Subject: [rt-users] How get Current user in scrip In-Reply-To: References: Message-ID: <20140131182856.GN1828@jibsheet.com> On Fri, Jan 31, 2014 at 11:23:28AM +0400, Arkady Glazov wrote: > How i can get user id or name that login to web RT? In scrip $self->CurrentUser show only > 'RT_System' always (on any login). $self->TransactionObj->CreatorObj is the RT::User object of the person who made the change (transaction) which triggered the Scrip. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From dajackman at gmail.com Fri Jan 31 13:45:55 2014 From: dajackman at gmail.com (dajackman) Date: Fri, 31 Jan 2014 10:45:55 -0800 (PST) Subject: [rt-users] RT-IR Clean install - non-existent subroutine RT::Queue::HasRight Message-ID: <1391193955793-56468.post@n7.nabble.com> Hello all. I am installing RT and RT-IR on a clean RHEL 6.5 machine. Installed RT without any problems. Logged in to the web interface using the default username password, no problems. Installed RT-IR 3.0.0. When I restart apache and hit the site I get the following error: [30936] [Fri Jan 31 18:29:47 2014] [critical]: Can't wrap non-existent subroutine RT::Queue::HasRight at /opt/rt4/sbin/../lib/RT.pm line 732. Compilation failed in require at /opt/rt4/sbin/../lib/RT.pm line 732. (/opt/rt4/sbin/../lib/RT.pm:393) Can't wrap non-existent subroutine RT::Queue::HasRight at /opt/rt4/sbin/../lib/RT.pm line 732. Compilation failed in require at /opt/rt4/sbin/../lib/RT.pm line 732. I removed everything from /opt/rt4, dropped the database and re-installed, same problem. No problems or warnings seen during the install. If I remove Set(@Plugins, 'RT::IR'); from RT_SiteConfig.pm, I can log back. Seems to be something with RT-IR. A few version numbers: Red Hat Enterprise Linux Workstation release 6.5 (Santiago) This is perl, v5.10.1 (*) built for x86_64-linux-thread-multi Apache/2.2.15 mysql-server-5.1.71-1 rt-4.2.2 RT-IR-3.0.0 Anyone have any ideas? Thanks in advance. -dajackman -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-IR-Clean-install-non-existent-subroutine-RT-Queue-HasRight-tp56468.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Fri Jan 31 13:51:09 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 31 Jan 2014 13:51:09 -0500 Subject: [rt-users] RT-IR Clean install - non-existent subroutine RT::Queue::HasRight In-Reply-To: <1391193955793-56468.post@n7.nabble.com> References: <1391193955793-56468.post@n7.nabble.com> Message-ID: <20140131185109.GO1828@jibsheet.com> On Fri, Jan 31, 2014 at 10:45:55AM -0800, dajackman wrote: > Hello all. I am installing RT and RT-IR on a clean RHEL 6.5 machine. > Installed RT without any problems. Logged in to the web interface using the > default username password, no problems. Installed RT-IR 3.0.0. When I > restart apache and hit the site I get the following error: > rt-4.2.2 > RT-IR-3.0.0 RTIR 3.0 is for RT 4.0, not RT 4.2. There is no current RTIR release available that supports RT 4.2. If you're going to use RTIR, you may prefer the rtir mailing list, where this has been answered. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From athompso at athompso.net Fri Jan 31 14:40:00 2014 From: athompso at athompso.net (Adam Thompson) Date: Fri, 31 Jan 2014 14:40:00 -0500 Subject: [rt-users] 'negative' Business Hours in international environments In-Reply-To: <67A8DA4A-F4CD-44A5-80A2-613748DA9535@yahoo.com> References: <67A8DA4A-F4CD-44A5-80A2-613748DA9535@yahoo.com> Message-ID: <1c7a19cc61c1f4b77bd2ec51a5d29060@server.athompso.net> On 2014-01-29 16:33, Vitalik Yahoo wrote: >> I am using: Business-Hours-0.10_01 and RT-Extension-SLA-0.07. >> I have a follow-up question to this thread: http://www.gossamer-threads.com/lists/rt/users/106929 [1] >> I would like to implement this syntax but in our 24/7 operation Monday actually starts 7:00pm Sunday in order to align actually with the Shifts around the globe. First shift is APJ because the day begins there, i..e Monday morning begins in APJ at 7:00PM ET which is still Sunday in US. >> Is there a way to have 'Monday' Start on Sunday 7:00pm ET? i.e. 'Monday', Start => '-05:00',End=>'19:00'} >> %RT::ServiceBusinessHours = ( >> >> 'weekday' => { >> 0 => { Name => 'Sunday', Start => '19:00', End => '24:00' }, >> 1 => { Name => 'Monday', Start => '00:00', End => '24:00' }, >> 2 => { Name => 'Tuesday', Start => '00:00', End => '24:00' }, >> 3 => { Name => 'Wednesday', Start => '00:00', End => '24:00' }, >> 4 => { Name => 'Thursday', Start => '00:00', End => '24:00' }, >> 5 => { Name => 'Friday', Start => '00:00', End => '19:00' }, >> holidays => [qw(01-01 12-25 2014-05-26 2014-07-04 2014-09-01 2014-11-27 2014-11-28 )], >> }, >> ); Would it be possible to simply run your entire RT server in the APJ timezone, and work around the problem that way? -Adam athompso at athompso.net Links: ------ [1] http://www.gossamer-threads.com/lists/rt/users/106929 -------------- next part -------------- An HTML attachment was scrubbed... URL: From bparish at cognex.com Fri Jan 31 14:52:22 2014 From: bparish at cognex.com (Parish, Brent) Date: Fri, 31 Jan 2014 14:52:22 -0500 Subject: [rt-users] Numeric custom field values Message-ID: <6265B2EB12D194469B958F2E703D81830DE30B5A77@viper.pc.cognex.com> Hi. I have some custom fields to track numeric priority independent of the built-in priority field. This is an example of a search string I use: Queue = 'helpdesk' AND 'CF.{Helpdesk Priority}' > 15 But this returns tickets where CF.{Helpdesk Priority} is set to 2 That leads me to believe that the operation being preformed is a string comparison (where 2 is indeed greater than 15), versus a numeric one. So my question is: is there a proper syntax to use in the search builder to treat those custom field values as numeric? Thanks! Brent -------------- next part -------------- An HTML attachment was scrubbed... URL: From dajackman at gmail.com Fri Jan 31 15:03:41 2014 From: dajackman at gmail.com (dajackman) Date: Fri, 31 Jan 2014 12:03:41 -0800 (PST) Subject: [rt-users] RT-IR Clean install - non-existent subroutine RT::Queue::HasRight In-Reply-To: <20140131185109.GO1828@jibsheet.com> References: <1391193955793-56468.post@n7.nabble.com> <20140131185109.GO1828@jibsheet.com> Message-ID: <1391198621471-56472.post@n7.nabble.com> Thanks, rolled back to 4.0.19 and all works!! -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-IR-Clean-install-non-existent-subroutine-RT-Queue-HasRight-tp56468p56472.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From bparish at cognex.com Fri Jan 31 16:00:24 2014 From: bparish at cognex.com (Parish, Brent) Date: Fri, 31 Jan 2014 16:00:24 -0500 Subject: [rt-users] Numeric custom field values In-Reply-To: <6265B2EB12D194469B958F2E703D81830DE30B5A77@viper.pc.cognex.com> References: <6265B2EB12D194469B958F2E703D81830DE30B5A77@viper.pc.cognex.com> Message-ID: <6265B2EB12D194469B958F2E703D81830DE30B5B42@viper.pc.cognex.com> Sorry I forgot to add - I'm not sure if the versions will make any difference in regards to this question, but I'm running RT 4.2.2 on Ubuntu 13.10 with MySQL 5.5.34 and Sphinx 2.1.3 Thanks, Brent From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Parish, Brent Sent: Friday, January 31, 2014 2:52 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Numeric custom field values Hi. I have some custom fields to track numeric priority independent of the built-in priority field. This is an example of a search string I use: Queue = 'helpdesk' AND 'CF.{Helpdesk Priority}' > 15 But this returns tickets where CF.{Helpdesk Priority} is set to 2 That leads me to believe that the operation being preformed is a string comparison (where 2 is indeed greater than 15), versus a numeric one. So my question is: is there a proper syntax to use in the search builder to treat those custom field values as numeric? Thanks! Brent -------------- next part -------------- An HTML attachment was scrubbed... URL: From lois.bennett at channing.harvard.edu Fri Jan 31 16:27:47 2014 From: lois.bennett at channing.harvard.edu (Lois Bennett) Date: Fri, 31 Jan 2014 16:27:47 -0500 Subject: [rt-users] taking 55 plus seconds to return from responding to tickets Message-ID: I am really stuck on this. I suspect as always it will be something quite simple but I can find the solution. In December I upgraded from 2.8.9 to 4.2.2 on a new VMware Centos 6 server. It has been running fine. Monday a colleague shutdown and cloned the RT server in order to give it a new name in the virtual center server. The only change that was made to the server I believe was the ether net address changed. I had to start httpd and sendmail manually because they had not been set to auto start. I did that with the chkconfig command for sendmail and for httpd. Everything seemed to come up fine but..... We are experiencing a problematic slow down. Creating tickets and responding to tickets and closing tickets takes over a minute every time. You can't use a different window for RT in the same browser but you can access if you use a different browser. The behavior is correct in the end for all the tickets seem to be created and sent properly. By using the command line to create a ticket I have tracked it down to a single call using the Devel::NYTProfmodule. perl -d:NYTProf rt create -t ticket set subject="Testing" queue=19 owner=salbb I find that it is spending 55.4 seconds on one call. # spent 55.4s within Net::HTTP::Methods::CORE:sselect which was called 4 times, avg 13.8s/call: # 4 times (55.4s+0s) by Net::HTTP::Methods::can_read at line 298, avg 13.8s/call sub Net::HTTP::Methods::CORE:sselect; # opcode I have it set to debug but I don't understand the logs enough to find a fix. Can anyone help? Lois Bennett, MSEE Senior System Administrator Channing Division of Network Medicine, Brigham & Women's Hospital *A Teaching Affiliate of Harvard Medical School and Harvard School of Public Health* -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Jan 31 17:12:13 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 31 Jan 2014 17:12:13 -0500 Subject: [rt-users] taking 55 plus seconds to return from responding to tickets In-Reply-To: References: Message-ID: <20140131221213.GP1828@jibsheet.com> On Fri, Jan 31, 2014 at 04:27:47PM -0500, Lois Bennett wrote: Reordering - > By using the command line to create a ticket I have tracked it down to a single call using the > Devel::NYTProfmodule. > > perl -d:NYTProf rt create -t ticket set subject="Testing" queue=19 owner=salbb All you've done here is profile the REST interface. You're not *actually* profiling the RT codebase, this is why all your time is spent in Net::HTTP. > It has been running fine. Monday a colleague shutdown and cloned the RT server in order to > give it a new name in the virtual center server. > The only change that was made to the server I believe was the ether net address changed. I had > to start httpd and sendmail manually because they had not been set to auto start. I did that > with the chkconfig command for sendmail and for httpd. Everything seemed to come up fine > but..... Your DNS is probably broken. When this happens, sendmail begins blocking when sending email. Step 1 - fix your DNS Step 2 - if you're running sendmail brand sendmail, read about and enable this configuration so that RT doesn't have to sit around and wait while sendmail mucks about sending email. http://bestpractical.com/docs/rt/latest/RT_Config.html#SendmailArguments (the second paragraph). If fixing DNS doesn't fix the issue, please post the logs you mentioned. If you want to profile RT itself, you need to either integrate NYTProf into your apache configuration or run it on /opt/rt4/sbin/standalone_httpd which will give you a guaranteed single threaded test site. -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 Jan 31 17:13:13 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 31 Jan 2014 17:13:13 -0500 Subject: [rt-users] RT 4.2 change scrip stage In-Reply-To: <52EBC637.7040600@netcologne.de> References: <52E21848.1070109@netcologne.de> <20140129174406.GA1828@jibsheet.com> <52EA0C6C.9080903@netcologne.de> <20140130154839.GI1828@jibsheet.com> <52EBC637.7040600@netcologne.de> Message-ID: <20140131221313.GQ1828@jibsheet.com> On Fri, Jan 31, 2014 at 04:50:15PM +0100, Christian Loos wrote: > How can I delete a scrip? > The Method is there but I can't find anywhere a delete button for > scrips, even by checking the HTML source code. I have a vague recollection that the argument was made that deleting scrips was 'dangerous' because there's no way to get them back, so we were going to move to a Disabled/Enabled model like most objects in RT. Unfortunately, while that is a good argument, there are some UI failures supporting it. I'll file a bug about it. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From mathew.snyder at gmail.com Fri Jan 31 23:14:28 2014 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Fri, 31 Jan 2014 18:14:28 -1000 Subject: [rt-users] mod_fcgid: read data timeout leads to SIGKILL Message-ID: 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: