From optimints at gmail.com Tue Jul 1 06:03:21 2014 From: optimints at gmail.com (pj loh) Date: Tue, 1 Jul 2014 18:03:21 +0800 Subject: [rt-users] Processing attachments outside RT Message-ID: Hi, I'm new to the list. I've been exploring RT for about a month, trying to familiarise myself with RT as well as to see how I can customise it for my purposes. Had some success creating a custom scrip. I'm now trying to work on a 2nd scrip to perform some additional processing of attachments outside of RT. My idea goes as follows: 1. User creates a ticket and attaches a binary file to it. Within RT, the ticket will have a life of its own. 2. Next, I would like to run a scrip upon the ticket creation to detect the attachment's existence (eg. specific filename) and send that attachment to be processed by another software. The other software is able to monitor a folder to pick up new files for processing, so to put it simply, the scrip should be able to 'export' the attachment to the filesystem and put it in a specific folder. I've looked through the RT::Attachment documentation, experimented with it, and also searched through the RT mailing list archives. The best I can do is to display the content of the attachment, but I cannot figure out how to 'export' an attachment to the filesystem. Is this even possible within RT? I've not come across anyone discussing anything similar. Thanks, PJ -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Tue Jul 1 06:09:22 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 1 Jul 2014 12:09:22 +0200 Subject: [rt-users] Processing attachments outside RT In-Reply-To: References: Message-ID: <20140701100922.GA4499@easter-eggs.com> On Tue, Jul 01, 2014 at 06:03:21PM +0800, pj loh wrote: > Hi, Hi, [...] > I've looked through the RT::Attachment documentation, experimented with > it, and also searched through the RT mailing list archives. The best I can > do is to display the content of the attachment, but I cannot figure out > how to 'export' an attachment to the filesystem. Is this even possible > within RT? I've not come across anyone discussing anything similar. here is an example I used to dump tickets to files: my $Attachments = $Transaction->Attachments; $Attachments->OrderBy( FIELD => 'id', ORDER => 'ASC' ); while ( my $Attachment = $Attachments->Next ) { next unless ( $Attachment->Filename ); my $filename = $Attachment->Filename; $filename =~ s/\//-/g; my $file_path = $attachments_dir."/".$Ticket->id."-".$filename; open( FILE, '>' ,$file_path ) or die "Can't open $file_path: $!\n"; print FILE $Attachment->OriginalContent; close ( FILE ); } -- 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 jbradley.mail at gmail.com Tue Jul 1 18:45:45 2014 From: jbradley.mail at gmail.com (john bradley) Date: Tue, 1 Jul 2014 18:45:45 -0400 Subject: [rt-users] Unable to receive remote email into RTIR queue but local email to queue works Message-ID: RHEL 6.5 mail: postfix ? running on RT server box RT: 4.0.20 RTIR: latest Everyone group is allowed to create tickets in the queue. Kinda stumped here - an advice would be much appreciated. >From maillog Doesn't work ############# Jul 1 18:13:50 myRTserver postfix/smtpd[13562]: connect from splunk.mydomain.net[10.xxx.xxx.xxx] Jul 1 18:13:50 myRTserver postfix/smtpd[13562]: 35CBC2006B: client= splunk.mydomain.net[10.xxx.xxx.xxx] Jul 1 18:13:50 myRTserver postfix/cleanup[13565]: 35CBC2006B: message-id=<> Jul 1 18:13:50 myRTserver postfix/qmgr[12896]: 35CBC2006B: from=< splunk at Splunk.myRTserverDomain.net>, size=5744, nrcpt=1 (queue active) Jul 1 18:13:50 myRTserver postfix/smtpd[13562]: disconnect from splunk.mydomain.net[10.xxx.xxx.xxx] Jul 1 18:13:50 myRTserver postfix/local[13566]: 35CBC2006B: to=< rtir at rtir.myRTServerDomain.net>, relay=local, delay=0.29, delays=0.08/0.01/0/0.2, dsn=2.0.0, status=sent (delivered to command: /opt/rt4/bin/rt-mailgate --no-verify-ssl --queue 'Incident Reports' --action correspond --url https://rtir.myRTServerDomain.net/) Jul 1 18:13:50 myRTserver postfix/qmgr[12896]: 35CBC2006B: removed Works ######### Jul 1 18:14:34 myRTserver postfix/pickup[13508]: D3CF02006F: uid=0 from= Jul 1 18:14:34 myRTserver postfix/cleanup[13565]: D3CF02006F: message-id=< 20140701221434.D3CF02006F at rtir.myRTServerDomain.net> Jul 1 18:14:34 myRTserver postfix/qmgr[12896]: D3CF02006F: from=< root at rtir.myRTServerDomain.net>, size=444, nrcpt=1 (queue active) Jul 1 18:14:35 myRTserver postfix/pickup[13508]: 2F7ED20070: uid=48 from= Jul 1 18:14:35 myRTserver postfix/cleanup[13565]: 2F7ED20070: message-id=< rt-4.0.20-12451-1404252875-1771.10-3-0 at rtir.myRTServerDomain.net> Jul 1 18:14:35 myRTserver postfix/qmgr[12896]: 2F7ED20070: from=< apache at rtir.myRTServerDomain.net>, size=1431, nrcpt=1 (queue active) Jul 1 18:14:35 myRTserver postfix/local[13576]: 2F7ED20070: to=< root at rtir.myRTServerDomain.net>, relay=local, delay=0.02, delays=0.01/0/0/0.01, dsn=2.0.0, status=sent (delivered to mailbox) Jul 1 18:14:35 myRTserver postfix/qmgr[12896]: 2F7ED20070: removed Jul 1 18:14:35 myRTserver postfix/local[13566]: D3CF02006F: to=< rtir at rtir.myRTServerDomain.net>, relay=local, delay=0.4, delays=0.01/0/0/0.39, dsn=2.0.0, status=sent (delivered to command: /opt/rt4/bin/rt-mailgate --no-verify-ssl --queue 'Incident Reports' --action correspond --url https://rtir.myRTServerDomain.net/) Jul 1 18:14:35 myRTserver postfix/qmgr[12896]: D3CF02006F: removed postfix config # RECEIVING MAIL inet_interfaces = all mynetworks = 127.0.0.0/8, 10.0.0.0/8 Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Tue Jul 1 19:36:50 2014 From: alex at peters.net (Alex Peters) Date: Wed, 2 Jul 2014 09:36:50 +1000 Subject: [rt-users] Unable to receive remote email into RTIR queue but local email to queue works In-Reply-To: References: Message-ID: What does the RT debug log say in both instances? On 02/07/2014 8:45 am, "john bradley" wrote: > RHEL 6.5 > mail: postfix ? running on RT server box > RT: 4.0.20 > RTIR: latest > > Everyone group is allowed to create tickets in the queue. Kinda stumped > here - an advice would be much appreciated. > > From maillog > > > Doesn't work > > ############# > Jul 1 18:13:50 myRTserver postfix/smtpd[13562]: connect from > splunk.mydomain.net[10.xxx.xxx.xxx] > Jul 1 18:13:50 myRTserver postfix/smtpd[13562]: 35CBC2006B: client= > splunk.mydomain.net[10.xxx.xxx.xxx] > Jul 1 18:13:50 myRTserver postfix/cleanup[13565]: 35CBC2006B: > message-id=<> > Jul 1 18:13:50 myRTserver postfix/qmgr[12896]: 35CBC2006B: from=< > splunk at Splunk.myRTserverDomain.net>, size=5744, nrcpt=1 (queue active) > Jul 1 18:13:50 myRTserver postfix/smtpd[13562]: disconnect from > splunk.mydomain.net[10.xxx.xxx.xxx] > Jul 1 18:13:50 myRTserver postfix/local[13566]: 35CBC2006B: to=< > rtir at rtir.myRTServerDomain.net>, relay=local, delay=0.29, > delays=0.08/0.01/0/0.2, dsn=2.0.0, status=sent (delivered to command: > /opt/rt4/bin/rt-mailgate --no-verify-ssl --queue 'Incident Reports' > --action correspond --url https://rtir.myRTServerDomain.net/) > Jul 1 18:13:50 myRTserver postfix/qmgr[12896]: 35CBC2006B: removed > > Works > > ######### > Jul 1 18:14:34 myRTserver postfix/pickup[13508]: D3CF02006F: uid=0 > from= > Jul 1 18:14:34 myRTserver postfix/cleanup[13565]: D3CF02006F: message-id=< > 20140701221434.D3CF02006F at rtir.myRTServerDomain.net> > Jul 1 18:14:34 myRTserver postfix/qmgr[12896]: D3CF02006F: from=< > root at rtir.myRTServerDomain.net>, size=444, nrcpt=1 (queue active) > Jul 1 18:14:35 myRTserver postfix/pickup[13508]: 2F7ED20070: uid=48 > from= > Jul 1 18:14:35 myRTserver postfix/cleanup[13565]: 2F7ED20070: message-id=< > rt-4.0.20-12451-1404252875-1771.10-3-0 at rtir.myRTServerDomain.net> > Jul 1 18:14:35 myRTserver postfix/qmgr[12896]: 2F7ED20070: from=< > apache at rtir.myRTServerDomain.net>, size=1431, nrcpt=1 (queue active) > Jul 1 18:14:35 myRTserver postfix/local[13576]: 2F7ED20070: to=< > root at rtir.myRTServerDomain.net>, relay=local, delay=0.02, > delays=0.01/0/0/0.01, dsn=2.0.0, status=sent (delivered to mailbox) > Jul 1 18:14:35 myRTserver postfix/qmgr[12896]: 2F7ED20070: removed > Jul 1 18:14:35 myRTserver postfix/local[13566]: D3CF02006F: to=< > rtir at rtir.myRTServerDomain.net>, relay=local, delay=0.4, > delays=0.01/0/0/0.39, dsn=2.0.0, status=sent (delivered to command: > /opt/rt4/bin/rt-mailgate --no-verify-ssl --queue 'Incident Reports' > --action correspond --url https://rtir.myRTServerDomain.net/) > Jul 1 18:14:35 myRTserver postfix/qmgr[12896]: D3CF02006F: removed > > > postfix config > > # RECEIVING MAIL > > inet_interfaces = all > > mynetworks = 127.0.0.0/8, 10.0.0.0/8 > > > Thanks! > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From optimints at gmail.com Tue Jul 1 21:33:52 2014 From: optimints at gmail.com (pj loh) Date: Wed, 2 Jul 2014 09:33:52 +0800 Subject: [rt-users] Processing attachments outside RT Message-ID: Hi Emmanuel, Thanks! Never occurred to me to use standard PERL code. Will try this out as soon as I can. Once again, thanks for taking time to help out. PJ > here is an example I used to dump tickets to files: > > > my $Attachments = $Transaction->Attachments; > $Attachments->OrderBy( FIELD => 'id', ORDER => 'ASC' ); > while ( my $Attachment = $Attachments->Next ) { > next unless ( $Attachment->Filename ); > my $filename = $Attachment->Filename; > $filename =~ s/\//-/g; > my $file_path = $attachments_dir."/".$Ticket->id."-".$filename; > open( FILE, '>' ,$file_path ) or die "Can't open $file_path: $!\n"; > print FILE $Attachment->OriginalContent; > close ( FILE ); > } -------------- next part -------------- An HTML attachment was scrubbed... URL: From daniel.eiteneuer at sirah.com Wed Jul 2 10:19:40 2014 From: daniel.eiteneuer at sirah.com (Daniel Eiteneuer) Date: Wed, 2 Jul 2014 14:19:40 +0000 Subject: [rt-users] Only some searches in RT fail (Sphinx) Message-ID: <5CE8C7423241FA4C9C00D1163BCD2A9BD262B9B4@EXDB02.cloud.local> Dear all, I've managed to update from RT 3.8.8 to 4.2.5 (Ubuntu 14.04). So far so good. I sucessfully installed Sphinx 2.0.4 and searching works, at least almost. It depends, on what I'm searching for. Searching for "something" (using the Simple Search), I get 3 results. I edit the search to omit the ticket status. Then I get 11 search results (since resolved tickets are also taken into account). Very well, except the fact that the ticket content is not analysed, just the subjects. All tickets containing "something in the content are not shown. On the command line, using search -i 'rt' "something" I get a lot more search results. So indexing seems to work. But the main problem occurs, if I just search for "something" in the tickets' content (not the subjects). The webinterface tells me, there are 0 results. The apache error log states: [4387] [Wed Jul 2 14:11:19 2014] [warning]: DBD::mysql::st execute failed: There was a problem processing the query on the foreign data source. Data source error: INTERNAL ERROR: 1st column must be bigint to accept 64-bit DOCID at /usr/local/share/perl/5.18.2/DBIx/SearchBuilder/Handle.pm line 589. (/usr/local/share/perl/5.18.2/DBIx/SearchBuilder/Handle.pm:589) [4387] [Wed Jul 2 14:11:19 2014] [warning]: RT::Handle=HASH(0x8897978) couldn't execute the query 'SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectType = 'RT::Ticket' ) AND ( Transactions_1.ObjectId = main.id ) JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId = Transactions_1.id ) JOIN AttachmentsIndex AttachmentsIndex_3 ON ( AttachmentsIndex_3.id = Attachments_2.id ) WHERE (main.IsMerged IS NULL) AND (main.Status != 'deleted') AND (main.Type = 'ticket') AND ( ( ( ( AttachmentsIndex_3.query = 'firmware;limit=20000;maxmatches=20000' ) ) ) ) ' at /usr/local/share/perl/5.18.2/DBIx/SearchBuilder/Handle.pm line 602. DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x8897978)', 'SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN Transac...') called at /usr/local/share/perl/5.18.2/DBIx/SearchBuilder.pm line 295 DBIx::SearchBuilder::_DoCount('RT::Tickets=HASH(0x9311918)', 1) called at /opt/rt4/sbin/../lib/RT/SearchBuilder.pm line 994 RT::SearchBuilder::_DoCount('RT::Tickets=HASH(0x9311918)', 1) called at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2383 RT::Tickets::_DoCount('RT::Tickets=HASH(0x9311918)', 1) called at /usr/local/share/perl/5.18.2/DBIx/SearchBuilder.pm line 1525 DBIx::SearchBuilder::CountAll('RT::Tickets=HASH(0x9311918)') called at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2293 RT::Tickets::CountAll('RT::Tickets=HASH(0x9311918)') called at /opt/rt4/share/html/Search/Results.html line 149 HTML::Mason::Commands::__ANON__('RowsPerPage', 50, 'OrderBy', 'id|||', 'SavedSearchId', 'new', 'Format', '\' _...', 'Order', ...) called at /usr/local/share/perl/5.18.2/HTML/Mason/Component.pm line 138 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x920ed20)', 'RowsPerPage', 50, 'OrderBy', 'id|||', 'SavedSearchId', 'new', 'Format', '\' _...', ...) called at /usr/local/share/perl/5.18.2/HTML/Mason/Request.pm line 1305 eval {...} called at /usr/local/share/perl/5.18.2/HTML/Mason/Request.pm line 1295 HTML::Mason::Request::comp(undef, undef, undef, 'RowsPerPage', 50, 'OrderBy', 'id|||', 'SavedSearchId', 'new', ...) called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 682 RT::Interface::Web::ShowRequestedPage('HASH(0x8fa88a8)') called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 370 RT::Interface::Web::HandleRequest('HASH(0x8fa88a8)') called at /opt/rt4/share/html/autohandler line 53 HTML::Mason::Commands::__ANON__('SavedChartSearchId', 'new', 'Query', '( ( Content LIKE \'firmware\' ) )', 'RowsPerPage', 50, 'OrderBy', 'id|||', 'SavedSearchId', ...) called at /usr/local/share/perl/5.18.2/HTML/Mason/Component.pm line 138 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8f10fb0)', 'SavedChartSearchId', 'new', 'Query', '( ( Content LIKE \'firmware\' ) )', 'RowsPerPage', 50, 'OrderBy', 'id|||', ...) called at /usr/local/share/perl/5.18.2/HTML/Mason/Request.pm line 1300 eval {...} called at /usr/local/share/perl/5.18.2/HTML/Mason/Request.pm line 1295 HTML::Mason::Request::comp(undef, undef, undef, 'SavedChartSearchId', 'new', 'Query', '( ( Content LIKE \'firmware\' ) )', 'RowsPerPage', 50, ...) called at /usr/local/share/perl/5.18.2/HTML/Mason/Request.pm line 484 eval {...} called at /usr/local/share/perl/5.18.2/HTML/Mason/Request.pm line 484 eval {...} called at /usr/local/share/perl/5.18.2/HTML/Mason/Request.pm line 436 HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x8c5e388)') called at /usr/local/share/perl/5.18.2/HTML/Mason/PSGIHandler.pm line 96 eval {...} called at /usr/local/share/perl/5.18.2/HTML/Mason/PSGIHandler.pm line 96 HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x8c5e388)') called at /usr/local/share/perl/5.18.2/HTML/Mason/Interp.pm line 345 HTML::Mason::Interp::exec(undef, undef, 'SavedChartSearchId', 'new', 'Query', '( ( Content LIKE \'firmware\' ) )', 'RowsPerPage', 50, 'OrderBy', ...) called at /usr/local/share/perl/5.18.2/HTML/Mason/PSGIHandler.pm line 59 eval {...} called at /usr/local/share/perl/5.18.2/HTML/Mason/PSGIHandler.pm line 59 HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HASH(0x8c5df98)', 'HASH(0x9408b08)', 'HASH(0x93f4e20)') called at /usr/local/share/perl/5.18.2/HTML/Mason/PSGIHandler/Streamy.pm line 52 HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x93f6808)') called at /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 313 RT::Interface::Web::Handler::__ANON__('CODE(0x93f6808)') called at /usr/local/share/perl/5.18.2/Plack/Util.pm line 301 Plack::Util::__ANON__('CODE(0x8db7ff8)') called at /usr/local/share/perl/5.18.2/Plack/Handler/FCGI.pm line 136 Plack::Handler::FCGI::run('Plack::Handler::FCGI=HASH(0x8dcf220)', 'CODE(0x8e068e0)') called at /usr/local/share/perl/5.18.2/Plack/Loader.pm line 84 Plack::Loader::run('Plack::Loader=HASH(0x8c5df20)', 'Plack::Handler::FCGI=HASH(0x8dcf220)') called at /usr/local/share/perl/5.18.2/Plack/Runner.pm line 277 Plack::Runner::run('RT::PlackRunner=HASH(0x27ef928)') called at /opt/rt4/sbin/../lib/RT/PlackRunner.pm line 141 eval {...} called at /opt/rt4/sbin/../lib/RT/PlackRunner.pm line 141 RT::PlackRunner::run('RT::PlackRunner=HASH(0x27ef928)') called at /opt/rt4/sbin/rt-server.fcgi line 162 (/usr/share/perl/5.18/Carp.pm:103) [4387] [Wed Jul 2 14:11:19 2014] [warning]: Use of uninitialized value $num in numeric lt (<) at /usr/share/perl/5.18/Locale/Maketext.pm line 79. (/usr/share/perl/5.18/Locale/Maketext.pm:79) [4387] [Wed Jul 2 14:11:19 2014] [warning]: Use of uninitialized value $num in numeric gt (>) at /usr/share/perl/5.18/Locale/Maketext.pm line 79. (/usr/share/perl/5.18/Locale/Maketext.pm:79) [4387] [Wed Jul 2 14:11:19 2014] [warning]: Use of uninitialized value $num in int at /usr/share/perl/5.18/Locale/Maketext.pm line 79. (/usr/share/perl/5.18/Locale/Maketext.pm:79) [4387] [Wed Jul 2 14:11:19 2014] [warning]: Use of uninitialized value $num in numeric eq (==) at /usr/share/perl/5.18/Locale/Maketext.pm line 79. (/usr/share/perl/5.18/Locale/Maketext.pm:79) [4387] [Wed Jul 2 14:11:19 2014] [warning]: Use of uninitialized value $num in numeric eq (==) at /usr/share/perl/5.18/Locale/Maketext.pm line 64. (/usr/share/perl/5.18/Locale/Maketext.pm:64) [4387] [Wed Jul 2 14:11:19 2014] [warning]: Use of uninitialized value $ticketcount in numeric lt (<) at /opt/rt4/share/html/Search/Results.html line 201. (/opt/rt4/share/html/Search/Results.html:201) [4387] [Wed Jul 2 14:11:19 2014] [warning]: Use of uninitialized value $ticketcount in numeric lt (<) at /opt/rt4/share/html/Search/Results.html line 202. (/opt/rt4/share/html/Search/Results.html:202) [4387] [Wed Jul 2 14:11:19 2014] [warning]: DBD::mysql::st execute failed: There was a problem processing the query on the foreign data source. Data source error: INTERNAL ERROR: 1st column must be bigint to accept 64-bit DOCID at /usr/local/share/perl/5.18.2/DBIx/SearchBuilder/Handle.pm line 589. (/usr/local/share/perl/5.18.2/DBIx/SearchBuilder/Handle.pm:589) [4387] [Wed Jul 2 14:11:19 2014] [warning]: RT::Handle=HASH(0x8897978) couldn't execute the query 'SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectType = 'RT::Ticket' ) AND ( Transactions_1.ObjectId = main.id ) JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId = Transactions_1.id ) JOIN AttachmentsIndex AttachmentsIndex_3 ON ( AttachmentsIndex_3.id = Attachments_2.id ) WHERE (main.IsMerged IS NULL) AND (main.Status != 'deleted') AND (main.Type = 'ticket') AND ( ( ( ( AttachmentsIndex_3.query = 'firmware;limit=20000;maxmatches=20000' ) ) ) ) ' at /usr/local/share/perl/5.18.2/DBIx/SearchBuilder/Handle.pm line 602. DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x8897978)', 'SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN Transac...') called at /usr/local/share/perl/5.18.2/DBIx/SearchBuilder.pm line 295 DBIx::SearchBuilder::_DoCount('RT::Tickets=HASH(0x9552948)', 1) called at /opt/rt4/sbin/../lib/RT/SearchBuilder.pm line 994 RT::SearchBuilder::_DoCount('RT::Tickets=HASH(0x9552948)', 1) called at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2383 RT::Tickets::_DoCount('RT::Tickets=HASH(0x9552948)', 1) called at /usr/local/share/perl/5.18.2/DBIx/SearchBuilder.pm line 1525 DBIx::SearchBuilder::CountAll('RT::Tickets=HASH(0x9552948)') called at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2293 RT::Tickets::CountAll('RT::Tickets=HASH(0x9552948)') called at /opt/rt4/share/html/Elements/CollectionList line 54 HTML::Mason::Commands::__ANON__('Query', '( ( Content LIKE \'firmware\' ) )', 'TotalFound', undef, 'AllowSorting', 1, 'OrderBy', 'id|||', 'Order', ...) called at /usr/local/share/perl/5.18.2/HTML/Mason/Component.pm line 138 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x92de998)', 'Query', '( ( Content LIKE \'firmware\' ) )', 'TotalFound', undef, 'AllowSorting', 1, 'OrderBy', 'id|||', ...) called at /usr/local/share/perl/5.18.2/HTML/Mason/Request.pm line 1305 eval {...} called at /usr/local/share/perl/5.18.2/HTML/Mason/Request.pm line 1295 HTML::Mason::Request::comp(undef, undef, 'Query', '( ( Content LIKE \'firmware\' ) )', 'TotalFound', undef, 'AllowSorting', 1, 'OrderBy', ...) called at /opt/rt4/share/html/Search/Results.html line 63 HTML::Mason::Commands::__ANON__('RowsPerPage', 50, 'OrderBy', 'id|||', 'SavedSearchId', 'new', 'Format', '\' _...', 'Order', ...) called at /usr/local/share/perl/5.18.2/HTML/Mason/Component.pm line 138 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x920ed20)', 'RowsPerPage', 50, 'OrderBy', 'id|||', 'SavedSearchId', 'new', 'Format', '\' _...', ...) called at /usr/local/share/perl/5.18.2/HTML/Mason/Request.pm line 1305 eval {...} called at /usr/local/share/perl/5.18.2/HTML/Mason/Request.pm line 1295 HTML::Mason::Request::comp(undef, undef, undef, 'RowsPerPage', 50, 'OrderBy', 'id|||', 'SavedSearchId', 'new', ...) called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 682 RT::Interface::Web::ShowRequestedPage('HASH(0x8fa88a8)') called at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 370 RT::Interface::Web::HandleRequest('HASH(0x8fa88a8)') called at /opt/rt4/share/html/autohandler line 53 HTML::Mason::Commands::__ANON__('SavedChartSearchId', 'new', 'Query', '( ( Content LIKE \'firmware\' ) )', 'RowsPerPage', 50, 'OrderBy', 'id|||', 'SavedSearchId', ...) called at /usr/local/share/perl/5.18.2/HTML/Mason/Component.pm line 138 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8f10fb0)', 'SavedChartSearchId', 'new', 'Query', '( ( Content LIKE \'firmware\' ) )', 'RowsPerPage', 50, 'OrderBy', 'id|||', ...) called at /usr/local/share/perl/5.18.2/HTML/Mason/Request.pm line 1300 eval {...} called at /usr/local/share/perl/5.18.2/HTML/Mason/Request.pm line 1295 HTML::Mason::Request::comp(undef, undef, undef, 'SavedChartSearchId', 'new', 'Query', '( ( Content LIKE \'firmware\' ) )', 'RowsPerPage', 50, ...) called at /usr/local/share/perl/5.18.2/HTML/Mason/Request.pm line 484 eval {...} called at /usr/local/share/perl/5.18.2/HTML/Mason/Request.pm line 484 eval {...} called at /usr/local/share/perl/5.18.2/HTML/Mason/Request.pm line 436 HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x8c5e388)') called at /usr/local/share/perl/5.18.2/HTML/Mason/PSGIHandler.pm line 96 eval {...} called at /usr/local/share/perl/5.18.2/HTML/Mason/PSGIHandler.pm line 96 HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x8c5e388)') called at /usr/local/share/perl/5.18.2/HTML/Mason/Interp.pm line 345 HTML::Mason::Interp::exec(undef, undef, 'SavedChartSearchId', 'new', 'Query', '( ( Content LIKE \'firmware\' ) )', 'RowsPerPage', 50, 'OrderBy', ...) called at /usr/local/share/perl/5.18.2/HTML/Mason/PSGIHandler.pm line 59 eval {...} called at /usr/local/share/perl/5.18.2/HTML/Mason/PSGIHandler.pm line 59 HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HASH(0x8c5df98)', 'HASH(0x9408b08)', 'HASH(0x93f4e20)') called at /usr/local/share/perl/5.18.2/HTML/Mason/PSGIHandler/Streamy.pm line 52 HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x93f6808)') called at /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 313 RT::Interface::Web::Handler::__ANON__('CODE(0x93f6808)') called at /usr/local/share/perl/5.18.2/Plack/Util.pm line 301 Plack::Util::__ANON__('CODE(0x8db7ff8)') called at /usr/local/share/perl/5.18.2/Plack/Handler/FCGI.pm line 136 Plack::Handler::FCGI::run('Plack::Handler::FCGI=HASH(0x8dcf220)', 'CODE(0x8e068e0)') called at /usr/local/share/perl/5.18.2/Plack/Loader.pm line 84 Plack::Loader::run('Plack::Loader=HASH(0x8c5df20)', 'Plack::Handler::FCGI=HASH(0x8dcf220)') called at /usr/local/share/perl/5.18.2/Plack/Runner.pm line 277 Plack::Runner::run('RT::PlackRunner=HASH(0x27ef928)') called at /opt/rt4/sbin/../lib/RT/PlackRunner.pm line 141 eval {...} called at /opt/rt4/sbin/../lib/RT/PlackRunner.pm line 141 RT::PlackRunner::run('RT::PlackRunner=HASH(0x27ef928)') called at /opt/rt4/sbin/rt-server.fcgi line 162 (/usr/share/perl/5.18/Carp.pm:103) Does anyone knows, how to solve this problem? Regards Daniel -------------- next part -------------- An HTML attachment was scrubbed... URL: From tony.arnold at manchester.ac.uk Wed Jul 2 10:44:25 2014 From: tony.arnold at manchester.ac.uk (Tony Arnold) Date: Wed, 02 Jul 2014 15:44:25 +0100 Subject: [rt-users] Cannot load ticket error message In-Reply-To: <53B13DA5.70506@manchester.ac.uk> References: <53B13DA5.70506@manchester.ac.uk> Message-ID: <53B41AC9.50307@manchester.ac.uk> Not had any comment on this. Can anyone offer any advice, pointers etc? Thanks in advance. Regards, Tony. On 30/06/14 11:36, Tony Arnold wrote: > I'm seeing a 'Cannot load ticket' error message when clicking on a link > to a ticket in a notification e-mail that I have received. It is ticket > #4546 that is failing. > > I am using RT 3.8.14 with RTIR 2.6.1 > > I have debugging turned on and I am seeing the following in my logs: > > [Sat Jun 28 11:28:27 2014] [debug]: Committing scrip #45 on txn #85744 > of ticket #4546 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:199) > [Sat Jun 28 11:28:27 2014] [debug]: Skipping Scrip #37 because it isn't > applicable (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:254) > [Sat Jun 28 11:28:27 2014] [debug]: Skipping Scrip #45 because it isn't > applicable (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:254) > [Sat Jun 28 11:28:27 2014] [debug]: Skipping Scrip #34 because it isn't > applicable (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:254) > [Sat Jun 28 11:28:27 2014] [debug]: About to commit scrips for > transaction #85745 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187) > [Sat Jun 28 11:28:27 2014] [debug]: Committing scrip #11 on txn #85745 > of ticket #4547 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:199) > [Sat Jun 28 11:28:27 2014] [error]: Scrip Commit 45 died. - panic: > attempt to copy value DBI::db to a freed scalar 7f3b0f23b3f8 at > /usr/lib/perl5/DBI.pm line 1279. > > Stack: > [/usr/lib/perl5/DBI.pm:1279] > [/usr/lib/perl5/DBD/mysql.pm:221] > [/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:469] > [/usr/share/perl5/DBIx/SearchBuilder.pm:236] > [/opt/rt3/bin/../lib/RT/SearchBuilder.pm:391] > [/opt/rt3/bin/../lib/RT/Tickets_Overlay.pm:2897] > [/usr/share/perl5/DBIx/SearchBuilder.pm:504] > [/opt/rt3/bin/../lib/RT/Tickets_Overlay.pm:2869] > [/opt/rt3/local/plugins/RT-IR/lib/RT/Action/RTIR_SetDueIncident.pm:87] > [/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:238] > [/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:477] > [/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:205] > [/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:188] > [/opt/rt3/bin/../lib/RT/Record.pm:1457] > [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:3349] > [/usr/share/perl5/DBIx/SearchBuilder/Record.pm:440] > [/opt/rt3/local/plugins/RT-IR/lib/RT/Action/RTIR_SetDueBySLA.pm:102] > [/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:238] > [/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:477] > [/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:205] > [/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:188] > [/opt/rt3/bin/../lib/RT/Record.pm:1457] > [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:660] > [/usr/share/perl5/Hook/LexWrap.pm:50] > [/opt/rt3/local/plugins/RT-IR/lib/RT/IR.pm:657] > [/usr/share/perl5/Hook/LexWrap.pm:48] > [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1480] > [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61] > (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:485) > > It seems to be a problem with script #45 which is defined as: > > Description: SetRTIRState > Condition: RTIR Require Due Change > Action: RTIR Set Incident Due > Template: Global template: Blank > Stage: TransactionCreate > > Any suggestions on how to fix this? > > Regards, > Tony. > -- Tony Arnold, Tel: +44 (0) 161 275 6093 Head of IT Security, Fax: +44 (0) 705 344 3082 University of Manchester, Mob: +44 (0) 773 330 0039 Manchester M13 9PL. Email: tony.arnold at manchester.ac.uk From falcone at bestpractical.com Wed Jul 2 12:20:17 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 2 Jul 2014 12:20:17 -0400 Subject: [rt-users] Cannot load ticket error message In-Reply-To: <53B41AC9.50307@manchester.ac.uk> References: <53B13DA5.70506@manchester.ac.uk> <53B41AC9.50307@manchester.ac.uk> Message-ID: <20140702162017.GA2997@jibsheet.com> On Wed, Jul 02, 2014 at 03:44:25PM +0100, Tony Arnold wrote: > Not had any comment on this. Can anyone offer any advice, pointers etc? You're running an out-of-support RT version, presumably on an old perl and seem to be running into a perl segfault (assuming you're also using mod_perl which exacerbates the problem). > > [Sat Jun 28 11:28:27 2014] [error]: Scrip Commit 45 died. - panic: > > attempt to copy value DBI::db to a freed scalar 7f3b0f23b3f8 at > > /usr/lib/perl5/DBI.pm line 1279. Could alternately be bad memory or memory pressure on the host. There's unlikely to be something specifically bad about the scrip you mention. -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 Jul 2 14:45:56 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 2 Jul 2014 14:45:56 -0400 Subject: [rt-users] Only some searches in RT fail (Sphinx) In-Reply-To: <5CE8C7423241FA4C9C00D1163BCD2A9BD262B9B4@EXDB02.cloud.local> References: <5CE8C7423241FA4C9C00D1163BCD2A9BD262B9B4@EXDB02.cloud.local> Message-ID: <20140702184556.GB2997@jibsheet.com> On Wed, Jul 02, 2014 at 02:19:40PM +0000, Daniel Eiteneuer wrote: > But the main problem occurs, if I just search for "something" in the tickets' > content (not the subjects). The webinterface tells me, there are 0 results. The > apache error log states: > > > > [4387] [Wed Jul 2 14:11:19 2014] [warning]: DBD::mysql::st execute failed: > There was a problem processing the query on the foreign data source. Data > source error: INTERNAL ERROR: 1st column must be bigint to accept 64-bit DOCID > at /usr/local/share/perl/5.18.2/DBIx/SearchBuilder/Handle.pm line 589. (/usr/ > local/share/perl/5.18.2/DBIx/SearchBuilder/Handle.pm:589) > > > Does anyone knows, how to solve this problem? Replace the id column of the AttachmentsIndex table with a BIGINT column. Fix included in the upcoming 4.2.6rc1 https://github.com/bestpractical/rt/commit/378c7e352916494000db735fae550f22eae2b5e7 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From bennettk9999 at gmail.com Wed Jul 2 16:05:47 2014 From: bennettk9999 at gmail.com (Kenroy Bennett) Date: Wed, 2 Jul 2014 16:05:47 -0400 Subject: [rt-users] Changing life cycle of an existing Queue Message-ID: Hi All, I have created a Queue to use the default life cycle have been used it for several months now. After using it I realized that I will need to create a new life cycle for tickets in the Queue. Is it possible to change the life cycle in the Queue and update tickets in their final state that have used the default life to a final state in the new lifecycle that I have create. Regards, Kenroy -------------- next part -------------- An HTML attachment was scrubbed... URL: From mcc171 at psu.edu Wed Jul 2 16:08:40 2014 From: mcc171 at psu.edu (Mark Campbell) Date: Wed, 02 Jul 2014 16:08:40 -0400 Subject: [rt-users] Weird Behavior Message-ID: <53B466C8.3000109@psu.edu> So I have an instance of RT installed, and thing seem to work fine. Except users with a MAC that are using the Alpine client seem to not be able to properly reply to a ticket. They can create new tickets jsut fine, but when attempting to respond to a ticket, every response creates a new ticket. Any ideas on why that might happen? Thanks Mark From jmates at uw.edu Wed Jul 2 16:58:31 2014 From: jmates at uw.edu (Jeremy Mates) Date: Wed, 2 Jul 2014 20:58:31 +0000 Subject: [rt-users] Weird Behavior In-Reply-To: <53B466C8.3000109@psu.edu> References: <53B466C8.3000109@psu.edu> Message-ID: <20140702205831.GK5750@valen.ee.washington.edu> * Mark Campbell > So I have an instance of RT installed, and thing seem to work fine. > Except users with a MAC that are using the Alpine client seem to not be > able to properly reply to a ticket. They can create new tickets jsut > fine, but when attempting to respond to a ticket, every response creates > a new ticket. > > Any ideas on why that might happen? Is alpine mussing with the Subject field somehow? Jeremy From tony.arnold at manchester.ac.uk Wed Jul 2 18:11:58 2014 From: tony.arnold at manchester.ac.uk (Tony Arnold) Date: Wed, 02 Jul 2014 23:11:58 +0100 Subject: [rt-users] Cannot load ticket error message In-Reply-To: <20140702162017.GA2997@jibsheet.com> References: <53B13DA5.70506@manchester.ac.uk> <53B41AC9.50307@manchester.ac.uk> <20140702162017.GA2997@jibsheet.com> Message-ID: <53B483AE.7080609@manchester.ac.uk> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Kevin, Thanks. I'll look into your suggestions. Regards, Tony. On 02/07/14 17:20, Kevin Falcone wrote: > On Wed, Jul 02, 2014 at 03:44:25PM +0100, Tony Arnold wrote: >> Not had any comment on this. Can anyone offer any advice, >> pointers etc? > > You're running an out-of-support RT version, presumably on an old > perl and seem to be running into a perl segfault (assuming you're > also using mod_perl which exacerbates the problem). > >>> [Sat Jun 28 11:28:27 2014] [error]: Scrip Commit 45 died. - >>> panic: attempt to copy value DBI::db to a freed scalar >>> 7f3b0f23b3f8 at /usr/lib/perl5/DBI.pm line 1279. > > Could alternately be bad memory or memory pressure on the host. > > There's unlikely to be something specifically bad about the scrip > you mention. > > -kevin > > > - -- Tony Arnold, Tel: +44 (0) 161 275 6093 Head of IT Security, Fax: +44 (0) 705 344 3082 University of Manchester, Mob: +44 (0) 773 330 0039 Manchester M13 9PL. Email: tony.arnold at manchester.ac.uk -----BEGIN PGP SIGNATURE----- Version: GnuPG v1 Comment: Using GnuPG with Thunderbird - http://www.enigmail.net/ iEYEARECAAYFAlO0g64ACgkQIsyKE/d21hlJIwCeNYHGK0mntpWhBRuRqMuRrjXL ai4AoMD5/a/svmp031gMzN6bYSVzeO3h =uPmw -----END PGP SIGNATURE----- From alex at peters.net Wed Jul 2 19:13:49 2014 From: alex at peters.net (Alex Peters) Date: Thu, 3 Jul 2014 09:13:49 +1000 Subject: [rt-users] Unable to receive remote email into RTIR queue but local email to queue works In-Reply-To: References: Message-ID: It looks to me like the emails coming from Splunk are malformed. The Postfix log shows that they're not getting a Message-ID header (which may not be important). The RT errors suggest to me that they don't have a valid From address. On 03/07/2014 1:07 am, "john bradley" wrote: > enabled logging: > Set($LogToFile, 'debug'); > Set($LogDir, '/var/log'); > Set($LogToFileNamed, "rt.log"); > #log to rt.log > > [19480] [Wed Jul 2 13:25:40 2014] [debug]: Converting 'utf-8' to 'utf-8' > for text/plain - Subjectless message (/opt/rt4/sbin/../lib/RT/I18N.pm:244) > [19480] [Wed Jul 2 13:25:40 2014] [debug]: Encode::Guess guessed > encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:498) > [19480] [Wed Jul 2 13:25:40 2014] [debug]: Encode::Guess guessed > encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:498) > [19480] [Wed Jul 2 13:25:40 2014] [error]: Unable to parse an email > address from splunk: Couldn't find row > (/opt/rt4/sbin/../lib/RT/EmailParser.pm:543) > [19480] [Wed Jul 2 13:25:40 2014] [error]: Unable to parse an email > address from splunk: Couldn't find row > (/opt/rt4/sbin/../lib/RT/EmailParser.pm:543) > [19480] [Wed Jul 2 13:25:40 2014] [error]: Unable to parse an email > address from splunk: Couldn't find row > (/opt/rt4/sbin/../lib/RT/EmailParser.pm:543) > [19480] [Wed Jul 2 13:25:40 2014] [error]: Unable to parse an email > address from splunk: Couldn't find row > (/opt/rt4/sbin/../lib/RT/EmailParser.pm:543) > [19480] [Wed Jul 2 13:25:40 2014] [warning]: Failed to parse From: splunk > (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:70) > [19480] [Wed Jul 2 13:25:40 2014] [error]: Couldn't parse or find > sender's address > (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:74) > [19480] [Wed Jul 2 13:25:40 2014] [error]: Could not record email: Could > not load a valid user (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) > > Checked that rtir user exists in RT to create tickets > > Added: > Set($AutoCreate, {Privileged => 0}); > > Also tried with: > Set($AutoCreate, {Privileged => 1}); > > rtir: "|/opt/rt4/bin/rt-mailgate --no-verify-ssl --queue 'Incident > Reports' --action correspond --url https://rtir.vtitel.net/" > > #newaliases > #service postfix restart > > Still receiving the same error. Thanks for the help so far tracking this > down. > > On Tue, Jul 1, 2014 at 7:36 PM, Alex Peters wrote: > >> What does the RT debug log say in both instances? >> On 02/07/2014 8:45 am, "john bradley" wrote: >> >>> RHEL 6.5 >>> mail: postfix ? running on RT server box >>> RT: 4.0.20 >>> RTIR: latest >>> >>> Everyone group is allowed to create tickets in the queue. Kinda stumped >>> here - an advice would be much appreciated. >>> >>> From maillog >>> >>> >>> Doesn't work >>> >>> ############# >>> Jul 1 18:13:50 myRTserver postfix/smtpd[13562]: connect from >>> splunk.mydomain.net[10.xxx.xxx.xxx] >>> Jul 1 18:13:50 myRTserver postfix/smtpd[13562]: 35CBC2006B: client= >>> splunk.mydomain.net[10.xxx.xxx.xxx] >>> Jul 1 18:13:50 myRTserver postfix/cleanup[13565]: 35CBC2006B: >>> message-id=<> >>> Jul 1 18:13:50 myRTserver postfix/qmgr[12896]: 35CBC2006B: from=< >>> splunk at Splunk.myRTserverDomain.net>, size=5744, nrcpt=1 (queue active) >>> Jul 1 18:13:50 myRTserver postfix/smtpd[13562]: disconnect from >>> splunk.mydomain.net[10.xxx.xxx.xxx] >>> Jul 1 18:13:50 myRTserver postfix/local[13566]: 35CBC2006B: to=< >>> rtir at rtir.myRTServerDomain.net>, relay=local, delay=0.29, >>> delays=0.08/0.01/0/0.2, dsn=2.0.0, status=sent (delivered to command: >>> /opt/rt4/bin/rt-mailgate --no-verify-ssl --queue 'Incident Reports' >>> --action correspond --url https://rtir.myRTServerDomain.net/) >>> Jul 1 18:13:50 myRTserver postfix/qmgr[12896]: 35CBC2006B: removed >>> >>> Works >>> >>> ######### >>> Jul 1 18:14:34 myRTserver postfix/pickup[13508]: D3CF02006F: uid=0 >>> from= >>> Jul 1 18:14:34 myRTserver postfix/cleanup[13565]: D3CF02006F: >>> message-id=<20140701221434.D3CF02006F at rtir.myRTServerDomain.net> >>> Jul 1 18:14:34 myRTserver postfix/qmgr[12896]: D3CF02006F: from=< >>> root at rtir.myRTServerDomain.net>, size=444, nrcpt=1 (queue active) >>> Jul 1 18:14:35 myRTserver postfix/pickup[13508]: 2F7ED20070: uid=48 >>> from= >>> Jul 1 18:14:35 myRTserver postfix/cleanup[13565]: 2F7ED20070: >>> message-id=< >>> rt-4.0.20-12451-1404252875-1771.10-3-0 at rtir.myRTServerDomain.net> >>> Jul 1 18:14:35 myRTserver postfix/qmgr[12896]: 2F7ED20070: from=< >>> apache at rtir.myRTServerDomain.net>, size=1431, nrcpt=1 (queue active) >>> Jul 1 18:14:35 myRTserver postfix/local[13576]: 2F7ED20070: to=< >>> root at rtir.myRTServerDomain.net>, relay=local, delay=0.02, >>> delays=0.01/0/0/0.01, dsn=2.0.0, status=sent (delivered to mailbox) >>> Jul 1 18:14:35 myRTserver postfix/qmgr[12896]: 2F7ED20070: removed >>> Jul 1 18:14:35 myRTserver postfix/local[13566]: D3CF02006F: to=< >>> rtir at rtir.myRTServerDomain.net>, relay=local, delay=0.4, >>> delays=0.01/0/0/0.39, dsn=2.0.0, status=sent (delivered to command: >>> /opt/rt4/bin/rt-mailgate --no-verify-ssl --queue 'Incident Reports' >>> --action correspond --url https://rtir.myRTServerDomain.net/) >>> Jul 1 18:14:35 myRTserver postfix/qmgr[12896]: D3CF02006F: removed >>> >>> >>> postfix config >>> >>> # RECEIVING MAIL >>> >>> inet_interfaces = all >>> >>> mynetworks = 127.0.0.0/8, 10.0.0.0/8 >>> >>> >>> Thanks! >>> >>> -- >>> RT Training - Boston, September 9-10 >>> http://bestpractical.com/training >>> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mcc171 at psu.edu Wed Jul 2 23:19:55 2014 From: mcc171 at psu.edu (Mark Campbell) Date: Wed, 02 Jul 2014 23:19:55 -0400 Subject: [rt-users] Weird Behavior In-Reply-To: <53B466C8.3000109@psu.edu> References: <53B466C8.3000109@psu.edu> Message-ID: <53B4CBDB.8050004@psu.edu> So for testing I ran the following cat |/usr/sbin/rt-mailgate --queue xxxxxxx --action correspond --url https://xxxxxxx.xx.xxx.edu/rt --debug Then pasted the following in Delivered-To: xxxxx at xx.xxx.edu Subject: [xxxxx xx.xxx.edu #1091] To: xxxxx at xx.xxx.edu From: Xxxx Xxxxxxxx Return-Path: testing And this created a new ticket #1111 I thought all this had to do was match what was in the subject brackets and the ticket number and it would add it. What am I missing here? On 7/2/2014 4:08 PM, Mark Campbell wrote: > So I have an instance of RT installed, and thing seem to work fine. > Except users with a MAC that are using the Alpine client seem to not > be able to properly reply to a ticket. They can create new tickets > jsut fine, but when attempting to respond to a ticket, every response > creates a new ticket. > > Any ideas on why that might happen? > > Thanks > > Mark > From alex at peters.net Wed Jul 2 23:23:16 2014 From: alex at peters.net (Alex Peters) Date: Thu, 3 Jul 2014 13:23:16 +1000 Subject: [rt-users] Weird Behavior In-Reply-To: <53B4CBDB.8050004@psu.edu> References: <53B466C8.3000109@psu.edu> <53B4CBDB.8050004@psu.edu> Message-ID: In "Subject: [xxxxx xx.xxx.edu #1091]", does "xxxxx xx.xxx.edu" precisely match either of your $rtname config value or a queue's "Subject Tag" setting? The fact that there's a space in there suggests that it might not. On 3 July 2014 13:19, Mark Campbell wrote: > > So for testing I ran the following > > > cat |/usr/sbin/rt-mailgate --queue xxxxxxx --action correspond --url > https://xxxxxxx.xx.xxx.edu/rt --debug > > > > > Then pasted the following in > > Delivered-To: xxxxx at xx.xxx.edu > Subject: [xxxxx xx.xxx.edu #1091] > To: xxxxx at xx.xxx.edu > From: Xxxx Xxxxxxxx > Return-Path: > > > testing > > > And this created a new ticket #1111 > > I thought all this had to do was match what was in the subject brackets > and the ticket number and it would add it. What am I missing here? > > > > > > On 7/2/2014 4:08 PM, Mark Campbell wrote: > >> So I have an instance of RT installed, and thing seem to work fine. >> Except users with a MAC that are using the Alpine client seem to not be >> able to properly reply to a ticket. They can create new tickets jsut fine, >> but when attempting to respond to a ticket, every response creates a new >> ticket. >> >> Any ideas on why that might happen? >> >> Thanks >> >> Mark >> >> > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mcc171 at psu.edu Wed Jul 2 23:30:30 2014 From: mcc171 at psu.edu (Mark Campbell) Date: Wed, 02 Jul 2014 23:30:30 -0400 Subject: [rt-users] Weird Behavior In-Reply-To: References: <53B466C8.3000109@psu.edu> <53B4CBDB.8050004@psu.edu> Message-ID: <53B4CE56.4010503@psu.edu> So the $rtname is cg.xxx.edu The subject tag on the queue is configured as the CGTag cg.xxx.edu Should it simply be the rtname? On 7/2/2014 11:23 PM, Alex Peters wrote: > In "Subject: [xxxxx xx.xxx.edu #1091]", does > "xxxxx xx.xxx.edu " precisely match either of your > $rtname config value or a queue's "Subject Tag" setting? The fact > that there's a space in there suggests that it might not. > > > On 3 July 2014 13:19, Mark Campbell > wrote: > > > So for testing I ran the following > > > cat |/usr/sbin/rt-mailgate --queue xxxxxxx --action correspond > --url https://xxxxxxx.xx.xxx.edu/rt --debug > > > > > Then pasted the following in > > Delivered-To: xxxxx at xx.xxx.edu > Subject: [xxxxx xx.xxx.edu #1091] > To: xxxxx at xx.xxx.edu > From: Xxxx Xxxxxxxx > > Return-Path: > > > > testing > > > And this created a new ticket #1111 > > I thought all this had to do was match what was in the subject > brackets and the ticket number and it would add it. What am I > missing here? > > > > > > On 7/2/2014 4:08 PM, Mark Campbell wrote: > > So I have an instance of RT installed, and thing seem to work > fine. Except users with a MAC that are using the Alpine client > seem to not be able to properly reply to a ticket. They can > create new tickets jsut fine, but when attempting to respond > to a ticket, every response creates a new ticket. > > Any ideas on why that might happen? > > Thanks > > Mark > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Wed Jul 2 23:34:43 2014 From: alex at peters.net (Alex Peters) Date: Thu, 3 Jul 2014 13:34:43 +1000 Subject: [rt-users] Weird Behavior In-Reply-To: <53B4CE56.4010503@psu.edu> References: <53B466C8.3000109@psu.edu> <53B4CBDB.8050004@psu.edu> <53B4CE56.4010503@psu.edu> Message-ID: I'm not sure what "the CGTag" means but if the subject tag on the queue is exactly the same as the $rtname, you can leave the subject tag blank (it will default to $rtname). Basically the only thing between those square brackets in the Subject line of the email should be the $rtname or a queue's subject tag, followed by a space, a hash and a ticket number. If that's the case and it's still not working, RT debug logs might come in handy. On 3 July 2014 13:30, Mark Campbell wrote: > So the $rtname is cg.xxx.edu > > The subject tag on the queue is configured as the CGTag cg.xxx.edu > > Should it simply be the rtname? > > > > > On 7/2/2014 11:23 PM, Alex Peters wrote: > > In "Subject: [xxxxx xx.xxx.edu #1091]", does "xxxxx xx.xxx.edu" precisely > match either of your $rtname config value or a queue's "Subject Tag" > setting? The fact that there's a space in there suggests that it might not. > > > On 3 July 2014 13:19, Mark Campbell wrote: > >> >> So for testing I ran the following >> >> >> cat |/usr/sbin/rt-mailgate --queue xxxxxxx --action correspond --url >> https://xxxxxxx.xx.xxx.edu/rt --debug >> >> >> >> >> Then pasted the following in >> >> Delivered-To: xxxxx at xx.xxx.edu >> Subject: [xxxxx xx.xxx.edu #1091] >> To: xxxxx at xx.xxx.edu >> From: Xxxx Xxxxxxxx >> Return-Path: >> >> >> testing >> >> >> And this created a new ticket #1111 >> >> I thought all this had to do was match what was in the subject brackets >> and the ticket number and it would add it. What am I missing here? >> >> >> >> >> >> On 7/2/2014 4:08 PM, Mark Campbell wrote: >> >>> So I have an instance of RT installed, and thing seem to work fine. >>> Except users with a MAC that are using the Alpine client seem to not be >>> able to properly reply to a ticket. They can create new tickets jsut fine, >>> but when attempting to respond to a ticket, every response creates a new >>> ticket. >>> >>> Any ideas on why that might happen? >>> >>> Thanks >>> >>> Mark >>> >>> >> -- >> RT Training - Boston, September 9-10 >> http://bestpractical.com/training >> > > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mcc171 at psu.edu Wed Jul 2 23:56:49 2014 From: mcc171 at psu.edu (Mark Campbell) Date: Wed, 02 Jul 2014 23:56:49 -0400 Subject: [rt-users] Weird Behavior In-Reply-To: References: <53B466C8.3000109@psu.edu> <53B4CBDB.8050004@psu.edu> <53B4CE56.4010503@psu.edu> Message-ID: <53B4D481.9010204@psu.edu> Sorry CG tag would be what we use to describe the queue and cg.xxx.edu as the rtname. For instance the Networking queue would look like [Networking cg.xxx.edu #1091] So in the subject tag field for the queue configuration we have "Networking cg.xxx.edu" Is this not allowed? or would the space between Networking and cg.xxx.edu cause issues? Mark On 7/2/2014 11:34 PM, Alex Peters wrote: > I'm not sure what "the CGTag" means but if the subject tag on the > queue is exactly the same as the $rtname, you can leave the subject > tag blank (it will default to $rtname). > > Basically the only thing between those square brackets in the Subject > line of the email should be the $rtname or a queue's subject tag, > followed by a space, a hash and a ticket number. > > If that's the case and it's still not working, RT debug logs might > come in handy. > > > On 3 July 2014 13:30, Mark Campbell > wrote: > > So the $rtname is cg.xxx.edu > > The subject tag on the queue is configured as the CGTag cg.xxx.edu > > > Should it simply be the rtname? > > > > > On 7/2/2014 11:23 PM, Alex Peters wrote: >> In "Subject: [xxxxx xx.xxx.edu #1091]", does >> "xxxxx xx.xxx.edu " precisely match either of >> your $rtname config value or a queue's "Subject Tag" setting? >> The fact that there's a space in there suggests that it might not. >> >> >> On 3 July 2014 13:19, Mark Campbell > > wrote: >> >> >> So for testing I ran the following >> >> >> cat |/usr/sbin/rt-mailgate --queue xxxxxxx --action >> correspond --url https://xxxxxxx.xx.xxx.edu/rt --debug >> >> >> >> >> Then pasted the following in >> >> Delivered-To: xxxxx at xx.xxx.edu >> Subject: [xxxxx xx.xxx.edu #1091] >> To: xxxxx at xx.xxx.edu >> From: Xxxx Xxxxxxxx > >> Return-Path: > >> >> >> testing >> >> >> And this created a new ticket #1111 >> >> I thought all this had to do was match what was in the >> subject brackets and the ticket number and it would add it. >> What am I missing here? >> >> >> >> >> >> On 7/2/2014 4:08 PM, Mark Campbell wrote: >> >> So I have an instance of RT installed, and thing seem to >> work fine. Except users with a MAC that are using the >> Alpine client seem to not be able to properly reply to a >> ticket. They can create new tickets jsut fine, but when >> attempting to respond to a ticket, every response creates >> a new ticket. >> >> Any ideas on why that might happen? >> >> Thanks >> >> Mark >> >> >> -- >> RT Training - Boston, September 9-10 >> http://bestpractical.com/training >> >> > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Thu Jul 3 00:01:44 2014 From: alex at peters.net (Alex Peters) Date: Thu, 3 Jul 2014 14:01:44 +1000 Subject: [rt-users] Weird Behavior In-Reply-To: <53B4D481.9010204@psu.edu> References: <53B466C8.3000109@psu.edu> <53B4CBDB.8050004@psu.edu> <53B4CE56.4010503@psu.edu> <53B4D481.9010204@psu.edu> Message-ID: As far as I know, that is acceptable as long as the Subject Tag value for the queue explicitly includes the $rtname value within it. Your example Subject string of "[Networking cg.xxx.edu #1091]" should be acceptable if the Subject Tag value for one of your queues is precisely " Networking cg.xxx.edu". For debugging purposes, you can also simply use "[$rtname #1091]" (replacing "$rtname" with the actual $rtname value) to rule out the queue's Subject Tag value as the problem. That is, if your $rtname is "cg.xxx.edu", consider sending a test mail with Subject "[cg.edu.au #1091]" to rule out queue-specific Subject Tag problems. If you're still having no luck, consider posting RT's debug log when it accepts the mail for processing. On 3 July 2014 13:56, Mark Campbell wrote: > Sorry CG tag would be what we use to describe the queue and cg.xxx.edu > as the rtname. For instance the Networking queue would look like > > [Networking cg.xxx.edu #1091] > > So in the subject tag field for the queue configuration we have > "Networking cg.xxx.edu" > > Is this not allowed? or would the space between Networking and cg.xxx.edu > cause issues? > > Mark > > > > > On 7/2/2014 11:34 PM, Alex Peters wrote: > > I'm not sure what "the CGTag" means but if the subject tag on the queue is > exactly the same as the $rtname, you can leave the subject tag blank (it > will default to $rtname). > > Basically the only thing between those square brackets in the Subject > line of the email should be the $rtname or a queue's subject tag, followed > by a space, a hash and a ticket number. > > If that's the case and it's still not working, RT debug logs might come > in handy. > > > On 3 July 2014 13:30, Mark Campbell wrote: > >> So the $rtname is cg.xxx.edu >> >> The subject tag on the queue is configured as the CGTag cg.xxx.edu >> >> Should it simply be the rtname? >> >> >> >> >> On 7/2/2014 11:23 PM, Alex Peters wrote: >> >> In "Subject: [xxxxx xx.xxx.edu #1091]", does "xxxxx xx.xxx.edu" >> precisely match either of your $rtname config value or a queue's "Subject >> Tag" setting? The fact that there's a space in there suggests that it >> might not. >> >> >> On 3 July 2014 13:19, Mark Campbell wrote: >> >>> >>> So for testing I ran the following >>> >>> >>> cat |/usr/sbin/rt-mailgate --queue xxxxxxx --action correspond --url >>> https://xxxxxxx.xx.xxx.edu/rt --debug >>> >>> >>> >>> >>> Then pasted the following in >>> >>> Delivered-To: xxxxx at xx.xxx.edu >>> Subject: [xxxxx xx.xxx.edu #1091] >>> To: xxxxx at xx.xxx.edu >>> From: Xxxx Xxxxxxxx >>> Return-Path: >>> >>> >>> testing >>> >>> >>> And this created a new ticket #1111 >>> >>> I thought all this had to do was match what was in the subject brackets >>> and the ticket number and it would add it. What am I missing here? >>> >>> >>> >>> >>> >>> On 7/2/2014 4:08 PM, Mark Campbell wrote: >>> >>>> So I have an instance of RT installed, and thing seem to work fine. >>>> Except users with a MAC that are using the Alpine client seem to not be >>>> able to properly reply to a ticket. They can create new tickets jsut fine, >>>> but when attempting to respond to a ticket, every response creates a new >>>> ticket. >>>> >>>> Any ideas on why that might happen? >>>> >>>> Thanks >>>> >>>> Mark >>>> >>>> >>> -- >>> RT Training - Boston, September 9-10 >>> http://bestpractical.com/training >>> >> >> >> >> -- >> RT Training - Boston, September 9-10 >> http://bestpractical.com/training >> > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mcc171 at psu.edu Thu Jul 3 00:41:19 2014 From: mcc171 at psu.edu (Mark Campbell) Date: Thu, 03 Jul 2014 00:41:19 -0400 Subject: [rt-users] Weird Behavior In-Reply-To: References: <53B466C8.3000109@psu.edu> <53B4CBDB.8050004@psu.edu> <53B4CE56.4010503@psu.edu> <53B4D481.9010204@psu.edu> Message-ID: <53B4DEEF.1010703@psu.edu> So the subject tag had an extra space in it which must be removed by something somewhere or by certain clients of something. Either way it is now only configured to have 1 and it seems to work now. Thanks for the help. Mark On 7/3/2014 12:01 AM, Alex Peters wrote: > As far as I know, that is acceptable as long as the Subject Tag value > for the queue explicitly includes the $rtname value within it. > > Your example Subject string of "[Networking cg.xxx.edu > #1091]" should be acceptable if the Subject Tag > value for one of your queues is precisely "Networking cg.xxx.edu > ". > > For debugging purposes, you can also simply use "[$rtname #1091]" > (replacing "$rtname" with the actual $rtname value) to rule out the > queue's Subject Tag value as the problem. That is, if your $rtname is > "cg.xxx.edu ", consider sending a test mail with > Subject "[cg.edu.au #1091]" to rule out > queue-specific Subject Tag problems. > > If you're still having no luck, consider posting RT's debug log when > it accepts the mail for processing. > > > On 3 July 2014 13:56, Mark Campbell > wrote: > > Sorry CG tag would be what we use to describe the queue and > cg.xxx.edu as the rtname. For instance the > Networking queue would look like > > [Networking cg.xxx.edu #1091] > > So in the subject tag field for the queue configuration we have > "Networking cg.xxx.edu " > > Is this not allowed? or would the space between Networking and > cg.xxx.edu cause issues? > > Mark > > > > > On 7/2/2014 11:34 PM, Alex Peters wrote: >> I'm not sure what "the CGTag" means but if the subject tag on the >> queue is exactly the same as the $rtname, you can leave the >> subject tag blank (it will default to $rtname). >> >> Basically the only thing between those square brackets in the >> Subject line of the email should be the $rtname or a queue's >> subject tag, followed by a space, a hash and a ticket number. >> >> If that's the case and it's still not working, RT debug logs >> might come in handy. >> >> >> On 3 July 2014 13:30, Mark Campbell > > wrote: >> >> So the $rtname is cg.xxx.edu >> >> The subject tag on the queue is configured as the CGTag >> cg.xxx.edu >> >> Should it simply be the rtname? >> >> >> >> >> On 7/2/2014 11:23 PM, Alex Peters wrote: >>> In "Subject: [xxxxx xx.xxx.edu #1091]", >>> does "xxxxx xx.xxx.edu " precisely match >>> either of your $rtname config value or a queue's "Subject >>> Tag" setting? The fact that there's a space in there >>> suggests that it might not. >>> >>> >>> On 3 July 2014 13:19, Mark Campbell >> > wrote: >>> >>> >>> So for testing I ran the following >>> >>> >>> cat |/usr/sbin/rt-mailgate --queue xxxxxxx --action >>> correspond --url https://xxxxxxx.xx.xxx.edu/rt --debug >>> >>> >>> >>> >>> Then pasted the following in >>> >>> Delivered-To: xxxxx at xx.xxx.edu >>> Subject: [xxxxx xx.xxx.edu #1091] >>> To: xxxxx at xx.xxx.edu >>> From: Xxxx Xxxxxxxx > >>> Return-Path: > >>> >>> >>> testing >>> >>> >>> And this created a new ticket #1111 >>> >>> I thought all this had to do was match what was in the >>> subject brackets and the ticket number and it would add >>> it. What am I missing here? >>> >>> >>> >>> >>> >>> On 7/2/2014 4:08 PM, Mark Campbell wrote: >>> >>> So I have an instance of RT installed, and thing >>> seem to work fine. Except users with a MAC that are >>> using the Alpine client seem to not be able to >>> properly reply to a ticket. They can create new >>> tickets jsut fine, but when attempting to respond to >>> a ticket, every response creates a new ticket. >>> >>> Any ideas on why that might happen? >>> >>> Thanks >>> >>> Mark >>> >>> >>> -- >>> RT Training - Boston, September 9-10 >>> http://bestpractical.com/training >>> >>> >> >> >> -- >> RT Training - Boston, September 9-10 >> http://bestpractical.com/training >> >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From daniel.eiteneuer at sirah.com Thu Jul 3 03:25:31 2014 From: daniel.eiteneuer at sirah.com (Daniel Eiteneuer) Date: Thu, 3 Jul 2014 07:25:31 +0000 Subject: [rt-users] Only some searches in RT fail (Sphinx) In-Reply-To: <20140702184556.GB2997@jibsheet.com> References: <5CE8C7423241FA4C9C00D1163BCD2A9BD262B9B4@EXDB02.cloud.local> <20140702184556.GB2997@jibsheet.com> Message-ID: <5CE8C7423241FA4C9C00D1163BCD2A9BD262BA87@EXDB02.cloud.local> Thanks a lot for pointing me to this commit: https://github.com/bestpractical/rt/commit/378c7e352916494000db735fae550f22eae2b5e7 This solved my problem. Now the searches run without errors. But I have another problem related to the sphinx search. If I search for tickets within the RT with these conditions: Subject LIKE 'something' OR Content LIKE 'something' I get 11 search results. Then I narrow the search condition to Content LIKE 'something' and I get 242 results. I think this is not possible, is it? For the search term I've used, 242 matching tickets seems reasonable. Regards Daniel -----Urspr?ngliche Nachricht----- Von: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Kevin Falcone Gesendet: Mittwoch, 2. Juli 2014 20:46 An: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Only some searches in RT fail (Sphinx) On Wed, Jul 02, 2014 at 02:19:40PM +0000, Daniel Eiteneuer wrote: > But the main problem occurs, if I just search for "something" in the tickets' > content (not the subjects). The webinterface tells me, there are 0 > results. The apache error log states: > > > > [4387] [Wed Jul 2 14:11:19 2014] [warning]: DBD::mysql::st execute failed: > There was a problem processing the query on the foreign data source. > Data source error: INTERNAL ERROR: 1st column must be bigint to accept > 64-bit DOCID at > /usr/local/share/perl/5.18.2/DBIx/SearchBuilder/Handle.pm line 589. > (/usr/ > local/share/perl/5.18.2/DBIx/SearchBuilder/Handle.pm:589) > > > Does anyone knows, how to solve this problem? Replace the id column of the AttachmentsIndex table with a BIGINT column. Fix included in the upcoming 4.2.6rc1 https://github.com/bestpractical/rt/commit/378c7e352916494000db735fae550f22eae2b5e7 -kevin From daniel.eiteneuer at sirah.com Thu Jul 3 04:00:09 2014 From: daniel.eiteneuer at sirah.com (Daniel Eiteneuer) Date: Thu, 3 Jul 2014 08:00:09 +0000 Subject: [rt-users] Upload multiple files customfield in Articles : no content Message-ID: <5CE8C7423241FA4C9C00D1163BCD2A9BD262BAB4@EXDB02.cloud.local> Hello, I found this mail in the archive: On Tue, Nov 06, 2012 at 09:42:05AM +0100, L B wrote: > I have an article with an "Upload multiple files" custom field. I have defined two PDFs in my > article for this custom field. > When I try to use the article in a RT reply, I just see the two file names but not the > content. I don't see many other ways to make it work. > Is it normal / a bug / a feature ? Articles do not support attaching files from upload files/images CFs. -kevin Is it planned to change this behaviour? Would be a great feature. If the above does not work, then what's the purpose of these file attachments in articles? Regards Daniel -------------- next part -------------- An HTML attachment was scrubbed... URL: From martiniano.brito at dans.knaw.nl Thu Jul 3 09:55:40 2014 From: martiniano.brito at dans.knaw.nl (martiniano) Date: Thu, 3 Jul 2014 06:55:40 -0700 (PDT) Subject: [rt-users] NotifyActor doesn't work anymore In-Reply-To: <20140606173243.GS64805@jibsheet.com> References: <1401804364179-57579.post@n7.nabble.com> <20140606173243.GS64805@jibsheet.com> Message-ID: <1404395740019-57852.post@n7.nabble.com> hello kevin, i am using RT Version 4.0.11 i have turned the debug option on but where can i see some info about the notifyactor? [Wed Jul 2 12:56:14 2014] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/usr/local/rt/var/data/gpg). PGP support has been disabled (/usr/local/rt/sbin/../lib/RT/Config.pm:589) [Wed Jul 2 12:56:14 2014] [debug]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address 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/rt/sbin/../lib/RT/Config.pm:448) [Wed Jul 2 12:56:14 2014] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/usr/local/rt/var/data/gpg). PGP support has been disabled (/usr/local/rt/sbin/../lib/RT/Config.pm:589) [Wed Jul 2 12:56:14 2014] [debug]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address 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/rt/sbin/../lib/RT/Config.pm:448) [Wed Jul 2 12:56:17 2014] [debug]: Canonicalizing URI '97' to 'fsck.com-rt://example.com/ticket/97' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:17 2014] [debug]: Canonicalizing URI '314' to 'fsck.com-rt://example.com/ticket/314' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:17 2014] [debug]: Canonicalizing URI '307' to 'fsck.com-rt://example.com/ticket/307' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:17 2014] [debug]: Canonicalizing URI '296' to 'fsck.com-rt://example.com/ticket/296' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:17 2014] [debug]: Canonicalizing URI '274' to 'fsck.com-rt://example.com/ticket/274' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:17 2014] [debug]: Canonicalizing URI '270' to 'fsck.com-rt://example.com/ticket/270' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:17 2014] [debug]: Canonicalizing URI '239' to 'fsck.com-rt://example.com/ticket/239' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:17 2014] [debug]: Canonicalizing URI '153' to 'fsck.com-rt://example.com/ticket/153' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:17 2014] [debug]: Canonicalizing URI '122' to 'fsck.com-rt://example.com/ticket/122' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:17 2014] [debug]: Canonicalizing URI '318' to 'fsck.com-rt://example.com/ticket/318' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:17 2014] [debug]: Canonicalizing URI '329' to 'fsck.com-rt://example.com/ticket/329' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:17 2014] [debug]: Canonicalizing URI '328' to 'fsck.com-rt://example.com/ticket/328' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:17 2014] [debug]: Canonicalizing URI '327' to 'fsck.com-rt://example.com/ticket/327' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:17 2014] [debug]: Canonicalizing URI '326' to 'fsck.com-rt://example.com/ticket/326' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:18 2014] [debug]: Canonicalizing URI '97' to 'fsck.com-rt://example.com/ticket/97' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:18 2014] [debug]: Canonicalizing URI '314' to 'fsck.com-rt://example.com/ticket/314' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:18 2014] [debug]: Canonicalizing URI '307' to 'fsck.com-rt://example.com/ticket/307' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:18 2014] [debug]: Canonicalizing URI '296' to 'fsck.com-rt://example.com/ticket/296' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:18 2014] [debug]: Canonicalizing URI '274' to 'fsck.com-rt://example.com/ticket/274' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:18 2014] [debug]: Canonicalizing URI '270' to 'fsck.com-rt://example.com/ticket/270' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:18 2014] [debug]: Canonicalizing URI '239' to 'fsck.com-rt://example.com/ticket/239' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:18 2014] [debug]: Canonicalizing URI '153' to 'fsck.com-rt://example.com/ticket/153' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:18 2014] [debug]: Canonicalizing URI '122' to 'fsck.com-rt://example.com/ticket/122' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:18 2014] [debug]: Canonicalizing URI '318' to 'fsck.com-rt://example.com/ticket/318' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:18 2014] [debug]: Canonicalizing URI '329' to 'fsck.com-rt://example.com/ticket/329' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:18 2014] [debug]: Canonicalizing URI '328' to 'fsck.com-rt://example.com/ticket/328' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:18 2014] [debug]: Canonicalizing URI '327' to 'fsck.com-rt://example.com/ticket/327' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:18 2014] [debug]: Canonicalizing URI '326' to 'fsck.com-rt://example.com/ticket/326' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:26 2014] [debug]: Canonicalizing URI '296' to 'fsck.com-rt://example.com/ticket/296' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:27 2014] [debug]: Canonicalizing URI '296' to 'fsck.com-rt://example.com/ticket/296' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:27 2014] [debug]: Canonicalizing URI '296' to 'fsck.com-rt://example.com/ticket/296' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:27 2014] [debug]: Canonicalizing URI '296' to 'fsck.com-rt://example.com/ticket/296' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:27 2014] [debug]: Rendering attachment #2235 of 'text/html' type (/usr/local/rt/share/html/Ticket/Elements/ShowTransactionAttachments:203) [Wed Jul 2 12:56:27 2014] [debug]: Rendering attachment #2388 of 'text/html' type (/usr/local/rt/share/html/Ticket/Elements/ShowTransactionAttachments:203) [Wed Jul 2 12:56:28 2014] [debug]: Rendering attachment #2495 of 'text/html' type (/usr/local/rt/share/html/Ticket/Elements/ShowTransactionAttachments:203) [Wed Jul 2 12:56:34 2014] [debug]: About to think about scrips for transaction #4564 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:173) [Wed Jul 2 12:56:34 2014] [debug]: About to prepare scrips for transaction #4564 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:177) [Wed Jul 2 12:56:34 2014] [debug]: Found 3 scrips for TransactionCreate stage with applicable type(s) Comment for txn #4564 on ticket #296 (/usr/local/rt/sbin/../lib/RT/Scrips.pm:377) [Wed Jul 2 12:56:34 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [Ict-Support DANS #296] [Comment] Netwerk capaciteit Meervaart (RDA congres) (/usr/local/rt/sbin/../lib/RT/I18N.pm:244) [Wed Jul 2 12:56:35 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [Ict-Support DANS #296] Netwerk capaciteit Meervaart (RDA congres) (/usr/local/rt/sbin/../lib/RT/I18N.pm:244) [Wed Jul 2 12:56:37 2014] [debug]: Canonicalizing URI '296' to 'fsck.com-rt://example.com/ticket/296' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:37 2014] [debug]: About to think about scrips for transaction #4565 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:173) [Wed Jul 2 12:56:37 2014] [debug]: About to prepare scrips for transaction #4565 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:177) [Wed Jul 2 12:56:37 2014] [debug]: Found 2 scrips for TransactionCreate stage with applicable type(s) Status for txn #4565 on ticket #296 (/usr/local/rt/sbin/../lib/RT/Scrips.pm:377) [Wed Jul 2 12:56:37 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [Ict-Support DANS #296] Netwerk capaciteit Meervaart (RDA congres) (/usr/local/rt/sbin/../lib/RT/I18N.pm:244) [Wed Jul 2 12:56:37 2014] [debug]: About to commit scrips for transaction #4565 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:200) [Wed Jul 2 12:56:37 2014] [debug]: Committing scrip #10 on txn #4565 of ticket #296 (/usr/local/rt/sbin/../lib/RT/Scrips.pm:182) [Wed Jul 2 12:56:37 2014] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x7b0e208), id 4565 (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:628) [Wed Jul 2 12:56:37 2014] [debug]: Working on mailfield To; recipients are emilie.kraaikamp at dans.knaw.nl (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:644) [Wed Jul 2 12:56:37 2014] [debug]: Onderwerp: Opgelost: Netwerk capaciteit Meervaart (RDA congres) Subject: [Ict-Support DANS #296] Netwerk capaciteit Meervaart (RDA congres) From: "Martiniano via RT" Reply-To: ict-support at dans.knaw.nl References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: Ict-Support DANS RT-Ticket: Ict-Support DANS #296 Managed-BY: RT 4.0.11 (http://www.bestpractical.com/rt/) RT-Originator: martiniano.brito at dans.knaw.nl To: emilie.kraaikamp at dans.knaw.nl MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:651) [Wed Jul 2 12:56:37 2014] [debug]: Got user mail preference 'Individual messages' for user emilie.kraaikamp at dans.knaw.nl (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:665) [Wed Jul 2 12:56:37 2014] [debug]: Removing deferred recipients from To: line (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:674) [Wed Jul 2 12:56:37 2014] [debug]: Setting deferred recipients for attribute creation (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:683) [Wed Jul 2 12:56:37 2014] [debug]: Working on mailfield Cc; recipients are (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:644) [Wed Jul 2 12:56:37 2014] [debug]: Onderwerp: Opgelost: Netwerk capaciteit Meervaart (RDA congres) Subject: [Ict-Support DANS #296] Netwerk capaciteit Meervaart (RDA congres) From: "Martiniano via RT" Reply-To: ict-support at dans.knaw.nl References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: Ict-Support DANS RT-Ticket: Ict-Support DANS #296 Managed-BY: RT 4.0.11 (http://www.bestpractical.com/rt/) RT-Originator: martiniano.brito at dans.knaw.nl To: emilie.kraaikamp at dans.knaw.nl MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:651) [Wed Jul 2 12:56:37 2014] [debug]: Removing deferred recipients from Cc: line (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:674) [Wed Jul 2 12:56:37 2014] [debug]: Setting deferred recipients for attribute creation (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:683) [Wed Jul 2 12:56:37 2014] [debug]: Working on mailfield Bcc; recipients are (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:644) [Wed Jul 2 12:56:37 2014] [debug]: Onderwerp: Opgelost: Netwerk capaciteit Meervaart (RDA congres) Subject: [Ict-Support DANS #296] Netwerk capaciteit Meervaart (RDA congres) From: "Martiniano via RT" Reply-To: ict-support at dans.knaw.nl References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: Ict-Support DANS RT-Ticket: Ict-Support DANS #296 Managed-BY: RT 4.0.11 (http://www.bestpractical.com/rt/) RT-Originator: martiniano.brito at dans.knaw.nl To: emilie.kraaikamp at dans.knaw.nl MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:651) [Wed Jul 2 12:56:37 2014] [debug]: Removing deferred recipients from Bcc: line (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:674) [Wed Jul 2 12:56:37 2014] [debug]: Setting deferred recipients for attribute creation (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:683) [Wed Jul 2 12:56:37 2014] [debug]: No recipients found for deferred delivery on transaction #4565 (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:696) [Wed Jul 2 12:56:37 2014] [info]: #296/4565 - Scrip 10 On Resolve Notify Requestors (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:285) [Wed Jul 2 12:56:37 2014] [info]: sent To: emilie.kraaikamp at dans.knaw.nl (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:316) [Wed Jul 2 12:56:37 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [Ict-Support DANS #296] Netwerk capaciteit Meervaart (RDA congres) (/usr/local/rt/sbin/../lib/RT/I18N.pm:244) [Wed Jul 2 12:56:37 2014] [debug]: About to think about scrips for transaction #4566 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:173) [Wed Jul 2 12:56:37 2014] [debug]: Committing scrip #11 on txn #4565 of ticket #296 (/usr/local/rt/sbin/../lib/RT/Scrips.pm:182) [Wed Jul 2 12:56:37 2014] [debug]: Canonicalizing URI '296' to 'fsck.com-rt://example.com/ticket/296' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:37 2014] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Status for txn #4565 on ticket #296 (/usr/local/rt/sbin/../lib/RT/Scrips.pm:377) [Wed Jul 2 12:56:38 2014] [debug]: Canonicalizing URI '296' to 'fsck.com-rt://example.com/ticket/296' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:38 2014] [debug]: Canonicalizing URI '296' to 'fsck.com-rt://example.com/ticket/296' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:38 2014] [debug]: Canonicalizing URI '296' to 'fsck.com-rt://example.com/ticket/296' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:38 2014] [debug]: Canonicalizing URI '296' to 'fsck.com-rt://example.com/ticket/296' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:56:38 2014] [debug]: Rendering attachment #2235 of 'text/html' type (/usr/local/rt/share/html/Ticket/Elements/ShowTransactionAttachments:203) [Wed Jul 2 12:56:38 2014] [debug]: Rendering attachment #2388 of 'text/html' type (/usr/local/rt/share/html/Ticket/Elements/ShowTransactionAttachments:203) [Wed Jul 2 12:56:38 2014] [debug]: Rendering attachment #2495 of 'text/html' type (/usr/local/rt/share/html/Ticket/Elements/ShowTransactionAttachments:203) [Wed Jul 2 12:58:17 2014] [debug]: Canonicalizing URI '97' to 'fsck.com-rt://example.com/ticket/97' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:17 2014] [debug]: Canonicalizing URI '122' to 'fsck.com-rt://example.com/ticket/122' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:17 2014] [debug]: Canonicalizing URI '153' to 'fsck.com-rt://example.com/ticket/153' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:17 2014] [debug]: Canonicalizing URI '239' to 'fsck.com-rt://example.com/ticket/239' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:17 2014] [debug]: Canonicalizing URI '270' to 'fsck.com-rt://example.com/ticket/270' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:17 2014] [debug]: Canonicalizing URI '274' to 'fsck.com-rt://example.com/ticket/274' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:17 2014] [debug]: Canonicalizing URI '307' to 'fsck.com-rt://example.com/ticket/307' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:17 2014] [debug]: Canonicalizing URI '314' to 'fsck.com-rt://example.com/ticket/314' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:17 2014] [debug]: Canonicalizing URI '318' to 'fsck.com-rt://example.com/ticket/318' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:17 2014] [debug]: Canonicalizing URI '329' to 'fsck.com-rt://example.com/ticket/329' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:17 2014] [debug]: Canonicalizing URI '328' to 'fsck.com-rt://example.com/ticket/328' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:17 2014] [debug]: Canonicalizing URI '327' to 'fsck.com-rt://example.com/ticket/327' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:17 2014] [debug]: Canonicalizing URI '326' to 'fsck.com-rt://example.com/ticket/326' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:22 2014] [debug]: Canonicalizing URI '329' to 'fsck.com-rt://example.com/ticket/329' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:22 2014] [debug]: Canonicalizing URI '329' to 'fsck.com-rt://example.com/ticket/329' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:22 2014] [debug]: Canonicalizing URI '329' to 'fsck.com-rt://example.com/ticket/329' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:22 2014] [debug]: Canonicalizing URI '329' to 'fsck.com-rt://example.com/ticket/329' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:40 2014] [debug]: Canonicalizing URI '329' to 'fsck.com-rt://example.com/ticket/329' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:40 2014] [debug]: Canonicalizing URI '329' to 'fsck.com-rt://example.com/ticket/329' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:40 2014] [debug]: Canonicalizing URI '329' to 'fsck.com-rt://example.com/ticket/329' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:40 2014] [debug]: Canonicalizing URI '329' to 'fsck.com-rt://example.com/ticket/329' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:44 2014] [debug]: Canonicalizing URI '97' to 'fsck.com-rt://example.com/ticket/97' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:44 2014] [debug]: Canonicalizing URI '122' to 'fsck.com-rt://example.com/ticket/122' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:44 2014] [debug]: Canonicalizing URI '153' to 'fsck.com-rt://example.com/ticket/153' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:44 2014] [debug]: Canonicalizing URI '239' to 'fsck.com-rt://example.com/ticket/239' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:44 2014] [debug]: Canonicalizing URI '270' to 'fsck.com-rt://example.com/ticket/270' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:44 2014] [debug]: Canonicalizing URI '274' to 'fsck.com-rt://example.com/ticket/274' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:44 2014] [debug]: Canonicalizing URI '307' to 'fsck.com-rt://example.com/ticket/307' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:44 2014] [debug]: Canonicalizing URI '314' to 'fsck.com-rt://example.com/ticket/314' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:44 2014] [debug]: Canonicalizing URI '318' to 'fsck.com-rt://example.com/ticket/318' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:44 2014] [debug]: Canonicalizing URI '329' to 'fsck.com-rt://example.com/ticket/329' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:44 2014] [debug]: Canonicalizing URI '328' to 'fsck.com-rt://example.com/ticket/328' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:44 2014] [debug]: Canonicalizing URI '327' to 'fsck.com-rt://example.com/ticket/327' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Wed Jul 2 12:58:44 2014] [debug]: Canonicalizing URI '326' to 'fsck.com-rt://example.com/ticket/326' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 07:44:01 2014] [debug]: Canonicalizing URI '97' to 'fsck.com-rt://example.com/ticket/97' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 07:44:01 2014] [debug]: Canonicalizing URI '122' to 'fsck.com-rt://example.com/ticket/122' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 07:44:01 2014] [debug]: Canonicalizing URI '153' to 'fsck.com-rt://example.com/ticket/153' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 07:44:01 2014] [debug]: Canonicalizing URI '239' to 'fsck.com-rt://example.com/ticket/239' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 07:44:01 2014] [debug]: Canonicalizing URI '270' to 'fsck.com-rt://example.com/ticket/270' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 07:44:01 2014] [debug]: Canonicalizing URI '274' to 'fsck.com-rt://example.com/ticket/274' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 07:44:01 2014] [debug]: Canonicalizing URI '307' to 'fsck.com-rt://example.com/ticket/307' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 07:44:01 2014] [debug]: Canonicalizing URI '314' to 'fsck.com-rt://example.com/ticket/314' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 07:44:01 2014] [debug]: Canonicalizing URI '318' to 'fsck.com-rt://example.com/ticket/318' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 07:44:01 2014] [debug]: Canonicalizing URI '329' to 'fsck.com-rt://example.com/ticket/329' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 07:44:01 2014] [debug]: Canonicalizing URI '328' to 'fsck.com-rt://example.com/ticket/328' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 07:44:01 2014] [debug]: Canonicalizing URI '327' to 'fsck.com-rt://example.com/ticket/327' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 07:44:01 2014] [debug]: Canonicalizing URI '326' to 'fsck.com-rt://example.com/ticket/326' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 07:44:06 2014] [debug]: Canonicalizing URI '329' to 'fsck.com-rt://example.com/ticket/329' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 07:44:06 2014] [debug]: Canonicalizing URI '329' to 'fsck.com-rt://example.com/ticket/329' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 07:44:06 2014] [debug]: Canonicalizing URI '329' to 'fsck.com-rt://example.com/ticket/329' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 07:44:06 2014] [debug]: Canonicalizing URI '329' to 'fsck.com-rt://example.com/ticket/329' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 08:13:37 2014] [debug]: Converting 'cp1252' to 'utf-8' for text/html - FW: disk space narcis01 nog 300 mb (/usr/local/rt/sbin/../lib/RT/I18N.pm:244) [Thu Jul 3 08:13:37 2014] [debug]: Mail from user #299 (wilko.steinhoff at dans.knaw.nl) (/usr/local/rt/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:82) [Thu Jul 3 08:13:37 2014] [debug]: About to think about scrips for transaction #4567 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:173) [Thu Jul 3 08:13:37 2014] [debug]: About to think about scrips for transaction #4568 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:173) [Thu Jul 3 08:13:37 2014] [debug]: About to think about scrips for transaction #4569 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:173) [Thu Jul 3 08:13:37 2014] [debug]: About to think about scrips for transaction #4570 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:173) [Thu Jul 3 08:13:37 2014] [debug]: About to think about scrips for transaction #4571 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:173) [Thu Jul 3 08:13:37 2014] [debug]: About to prepare scrips for transaction #4571 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:177) [Thu Jul 3 08:13:37 2014] [debug]: Found 3 scrips for TransactionCreate stage with applicable type(s) Create for txn #4571 on ticket #330 (/usr/local/rt/sbin/../lib/RT/Scrips.pm:377) [Thu Jul 3 08:13:37 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [Ict-Support DANS #330] FW: disk space narcis01 nog 300 mb (/usr/local/rt/sbin/../lib/RT/I18N.pm:244) [Thu Jul 3 08:13:37 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [Ict-Support DANS #330] FW: disk space narcis01 nog 300 mb (/usr/local/rt/sbin/../lib/RT/I18N.pm:244) [Thu Jul 3 08:13:37 2014] [debug]: About to commit scrips for transaction #4571 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:200) [Thu Jul 3 08:13:37 2014] [debug]: Committing scrip #3 on txn #4571 of ticket #330 (/usr/local/rt/sbin/../lib/RT/Scrips.pm:182) [Thu Jul 3 08:13:37 2014] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x7fb44f8), id 4571 (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:628) [Thu Jul 3 08:13:37 2014] [debug]: Working on mailfield To; recipients are wilko.steinhoff at dans.knaw.nl (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:644) [Thu Jul 3 08:13:37 2014] [debug]: Onderwerp: AutoReply: FW: disk space narcis01 nog 300 mb Subject: [Ict-Support DANS #330] FW: disk space narcis01 nog 300 mb From: "Support Dans via RT" Reply-To: ict-support at dans.knaw.nl In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: Ict-Support DANS RT-Ticket: Ict-Support DANS #330 Managed-BY: RT 4.0.11 (http://www.bestpractical.com/rt/) RT-Originator: wilko.steinhoff at dans.knaw.nl Auto-Submitted: auto-replied To: wilko.steinhoff at dans.knaw.nl MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:651) [Thu Jul 3 08:13:37 2014] [debug]: Got user mail preference 'Individual messages' for user wilko.steinhoff at dans.knaw.nl (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:665) [Thu Jul 3 08:13:37 2014] [debug]: Removing deferred recipients from To: line (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:674) [Thu Jul 3 08:13:37 2014] [debug]: Setting deferred recipients for attribute creation (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:683) [Thu Jul 3 08:13:37 2014] [debug]: Working on mailfield Cc; recipients are (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:644) [Thu Jul 3 08:13:37 2014] [debug]: Onderwerp: AutoReply: FW: disk space narcis01 nog 300 mb Subject: [Ict-Support DANS #330] FW: disk space narcis01 nog 300 mb From: "Support Dans via RT" Reply-To: ict-support at dans.knaw.nl In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: Ict-Support DANS RT-Ticket: Ict-Support DANS #330 Managed-BY: RT 4.0.11 (http://www.bestpractical.com/rt/) RT-Originator: wilko.steinhoff at dans.knaw.nl Auto-Submitted: auto-replied To: wilko.steinhoff at dans.knaw.nl MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:651) [Thu Jul 3 08:13:37 2014] [debug]: Removing deferred recipients from Cc: line (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:674) [Thu Jul 3 08:13:37 2014] [debug]: Setting deferred recipients for attribute creation (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:683) [Thu Jul 3 08:13:37 2014] [debug]: Working on mailfield Bcc; recipients are (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:644) [Thu Jul 3 08:13:37 2014] [debug]: Onderwerp: AutoReply: FW: disk space narcis01 nog 300 mb Subject: [Ict-Support DANS #330] FW: disk space narcis01 nog 300 mb From: "Support Dans via RT" Reply-To: ict-support at dans.knaw.nl In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: Ict-Support DANS RT-Ticket: Ict-Support DANS #330 Managed-BY: RT 4.0.11 (http://www.bestpractical.com/rt/) RT-Originator: wilko.steinhoff at dans.knaw.nl Auto-Submitted: auto-replied To: wilko.steinhoff at dans.knaw.nl MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:651) [Thu Jul 3 08:13:37 2014] [debug]: Removing deferred recipients from Bcc: line (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:674) [Thu Jul 3 08:13:37 2014] [debug]: Setting deferred recipients for attribute creation (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:683) [Thu Jul 3 08:13:37 2014] [debug]: No recipients found for deferred delivery on transaction #4571 (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:696) [Thu Jul 3 08:13:37 2014] [info]: #330/4571 - Scrip 3 On Create Autoreply To Requestors (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:285) [Thu Jul 3 08:13:37 2014] [info]: sent To: wilko.steinhoff at dans.knaw.nl (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:316) [Thu Jul 3 08:13:37 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [Ict-Support DANS #330] FW: disk space narcis01 nog 300 mb (/usr/local/rt/sbin/../lib/RT/I18N.pm:244) [Thu Jul 3 08:13:37 2014] [debug]: About to think about scrips for transaction #4572 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:173) [Thu Jul 3 08:13:37 2014] [debug]: Committing scrip #4 on txn #4571 of ticket #330 (/usr/local/rt/sbin/../lib/RT/Scrips.pm:182) [Thu Jul 3 08:13:37 2014] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x7fb44f8), id 4571 (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:628) [Thu Jul 3 08:13:37 2014] [debug]: Working on mailfield To; recipients are (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:644) [Thu Jul 3 08:13:37 2014] [debug]: Subject: [Ict-Support DANS #330] FW: disk space narcis01 nog 300 mb From: "Wilko Steinhoff via RT" Reply-To: ict-support at dans.knaw.nl In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: Ict-Support DANS RT-Ticket: Ict-Support DANS #330 Managed-BY: RT 4.0.11 (http://www.bestpractical.com/rt/) RT-Originator: wilko.steinhoff at dans.knaw.nl MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:651) [Thu Jul 3 08:13:37 2014] [debug]: Removing deferred recipients from To: line (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:674) [Thu Jul 3 08:13:37 2014] [debug]: Setting deferred recipients for attribute creation (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:683) [Thu Jul 3 08:13:37 2014] [debug]: Working on mailfield Cc; recipients are (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:644) [Thu Jul 3 08:13:37 2014] [debug]: Subject: [Ict-Support DANS #330] FW: disk space narcis01 nog 300 mb From: "Wilko Steinhoff via RT" Reply-To: ict-support at dans.knaw.nl In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: Ict-Support DANS RT-Ticket: Ict-Support DANS #330 Managed-BY: RT 4.0.11 (http://www.bestpractical.com/rt/) RT-Originator: wilko.steinhoff at dans.knaw.nl MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:651) [Thu Jul 3 08:13:37 2014] [debug]: Removing deferred recipients from Cc: line (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:674) [Thu Jul 3 08:13:37 2014] [debug]: Setting deferred recipients for attribute creation (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:683) [Thu Jul 3 08:13:37 2014] [debug]: Working on mailfield Bcc; recipients are (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:644) [Thu Jul 3 08:13:37 2014] [debug]: Subject: [Ict-Support DANS #330] FW: disk space narcis01 nog 300 mb From: "Wilko Steinhoff via RT" Reply-To: ict-support at dans.knaw.nl In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: Ict-Support DANS RT-Ticket: Ict-Support DANS #330 Managed-BY: RT 4.0.11 (http://www.bestpractical.com/rt/) RT-Originator: wilko.steinhoff at dans.knaw.nl MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:651) [Thu Jul 3 08:13:37 2014] [debug]: Removing deferred recipients from Bcc: line (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:674) [Thu Jul 3 08:13:37 2014] [debug]: Setting deferred recipients for attribute creation (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:683) [Thu Jul 3 08:13:37 2014] [debug]: No recipients found for deferred delivery on transaction #4571 (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:696) [Thu Jul 3 08:13:37 2014] [info]: #330/4571 - Scrip 4 On Create Notify AdminCcs (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:285) [Thu Jul 3 08:13:37 2014] [info]: No recipients found. Not sending. (/usr/local/rt/sbin/../lib/RT/Interface/Email.pm:385) [Thu Jul 3 08:13:37 2014] [debug]: Committing scrip #11 on txn #4571 of ticket #330 (/usr/local/rt/sbin/../lib/RT/Scrips.pm:182) [Thu Jul 3 08:13:37 2014] [info]: Ticket 330 created in queue 'Support' by wilko.steinhoff at dans.knaw.nl (/usr/local/rt/sbin/../lib/RT/Ticket.pm:688) [Thu Jul 3 08:13:37 2014] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Create for txn #4571 on ticket #330 (/usr/local/rt/sbin/../lib/RT/Scrips.pm:377) [Thu Jul 3 10:51:46 2014] [info]: Successful login for arnoudj from 10.169.32.74 (/usr/local/rt/sbin/../lib/RT/Interface/Web.pm:757) [Thu Jul 3 10:51:46 2014] [debug]: Canonicalizing URI '293' to 'fsck.com-rt://example.com/ticket/293' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:46 2014] [debug]: Canonicalizing URI '273' to 'fsck.com-rt://example.com/ticket/273' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:46 2014] [debug]: Canonicalizing URI '207' to 'fsck.com-rt://example.com/ticket/207' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:46 2014] [debug]: Canonicalizing URI '206' to 'fsck.com-rt://example.com/ticket/206' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:46 2014] [debug]: Canonicalizing URI '266' to 'fsck.com-rt://example.com/ticket/266' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:46 2014] [debug]: Canonicalizing URI '265' to 'fsck.com-rt://example.com/ticket/265' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:46 2014] [debug]: Canonicalizing URI '251' to 'fsck.com-rt://example.com/ticket/251' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:46 2014] [debug]: Canonicalizing URI '205' to 'fsck.com-rt://example.com/ticket/205' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:46 2014] [debug]: Canonicalizing URI '203' to 'fsck.com-rt://example.com/ticket/203' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:46 2014] [debug]: Canonicalizing URI '204' to 'fsck.com-rt://example.com/ticket/204' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:46 2014] [debug]: Canonicalizing URI '330' to 'fsck.com-rt://example.com/ticket/330' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:46 2014] [debug]: Canonicalizing URI '329' to 'fsck.com-rt://example.com/ticket/329' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:46 2014] [debug]: Canonicalizing URI '328' to 'fsck.com-rt://example.com/ticket/328' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:46 2014] [debug]: Canonicalizing URI '327' to 'fsck.com-rt://example.com/ticket/327' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:46 2014] [debug]: Canonicalizing URI '326' to 'fsck.com-rt://example.com/ticket/326' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:46 2014] [debug]: Canonicalizing URI '293' to 'fsck.com-rt://example.com/ticket/293' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:46 2014] [debug]: Canonicalizing URI '273' to 'fsck.com-rt://example.com/ticket/273' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:46 2014] [debug]: Canonicalizing URI '207' to 'fsck.com-rt://example.com/ticket/207' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:46 2014] [debug]: Canonicalizing URI '206' to 'fsck.com-rt://example.com/ticket/206' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:46 2014] [debug]: Canonicalizing URI '266' to 'fsck.com-rt://example.com/ticket/266' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:46 2014] [debug]: Canonicalizing URI '265' to 'fsck.com-rt://example.com/ticket/265' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:46 2014] [debug]: Canonicalizing URI '251' to 'fsck.com-rt://example.com/ticket/251' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:46 2014] [debug]: Canonicalizing URI '205' to 'fsck.com-rt://example.com/ticket/205' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:46 2014] [debug]: Canonicalizing URI '203' to 'fsck.com-rt://example.com/ticket/203' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:46 2014] [debug]: Canonicalizing URI '204' to 'fsck.com-rt://example.com/ticket/204' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:47 2014] [debug]: Canonicalizing URI '330' to 'fsck.com-rt://example.com/ticket/330' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:47 2014] [debug]: Canonicalizing URI '329' to 'fsck.com-rt://example.com/ticket/329' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:47 2014] [debug]: Canonicalizing URI '328' to 'fsck.com-rt://example.com/ticket/328' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:47 2014] [debug]: Canonicalizing URI '327' to 'fsck.com-rt://example.com/ticket/327' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:51:47 2014] [debug]: Canonicalizing URI '326' to 'fsck.com-rt://example.com/ticket/326' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:56:37 2014] [debug]: Canonicalizing URI '330' to 'fsck.com-rt://example.com/ticket/330' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:56:37 2014] [debug]: Canonicalizing URI '330' to 'fsck.com-rt://example.com/ticket/330' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:56:37 2014] [debug]: Canonicalizing URI '330' to 'fsck.com-rt://example.com/ticket/330' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:56:37 2014] [debug]: Canonicalizing URI '330' to 'fsck.com-rt://example.com/ticket/330' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:56:37 2014] [debug]: Rendering attachment #2507 of 'text/html' type (/usr/local/rt/share/html/Ticket/Elements/ShowTransactionAttachments:203) [Thu Jul 3 10:57:17 2014] [debug]: About to think about scrips for transaction #4573 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:173) [Thu Jul 3 10:57:17 2014] [debug]: About to prepare scrips for transaction #4573 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:177) [Thu Jul 3 10:57:17 2014] [debug]: Found 1 scrips for TransactionCreate stage with applicable type(s) Set for txn #4573 on ticket #330 (/usr/local/rt/sbin/../lib/RT/Scrips.pm:377) [Thu Jul 3 10:57:17 2014] [debug]: About to commit scrips for transaction #4573 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:200) [Thu Jul 3 10:57:17 2014] [debug]: Committing scrip #11 on txn #4573 of ticket #330 (/usr/local/rt/sbin/../lib/RT/Scrips.pm:182) [Thu Jul 3 10:57:17 2014] [debug]: Canonicalizing URI '330' to 'fsck.com-rt://example.com/ticket/330' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:57:17 2014] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Set for txn #4573 on ticket #330 (/usr/local/rt/sbin/../lib/RT/Scrips.pm:377) [Thu Jul 3 10:57:17 2014] [debug]: Canonicalizing URI '330' to 'fsck.com-rt://example.com/ticket/330' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:57:17 2014] [debug]: Canonicalizing URI '330' to 'fsck.com-rt://example.com/ticket/330' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:57:17 2014] [debug]: Canonicalizing URI '330' to 'fsck.com-rt://example.com/ticket/330' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:57:17 2014] [debug]: Canonicalizing URI '330' to 'fsck.com-rt://example.com/ticket/330' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 10:57:17 2014] [debug]: Rendering attachment #2507 of 'text/html' type (/usr/local/rt/share/html/Ticket/Elements/ShowTransactionAttachments:203) [Thu Jul 3 12:11:33 2014] [debug]: Canonicalizing URI '97' to 'fsck.com-rt://example.com/ticket/97' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 12:11:33 2014] [debug]: Canonicalizing URI '122' to 'fsck.com-rt://example.com/ticket/122' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 12:11:33 2014] [debug]: Canonicalizing URI '153' to 'fsck.com-rt://example.com/ticket/153' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 12:11:33 2014] [debug]: Canonicalizing URI '239' to 'fsck.com-rt://example.com/ticket/239' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 12:11:33 2014] [debug]: Canonicalizing URI '270' to 'fsck.com-rt://example.com/ticket/270' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 12:11:33 2014] [debug]: Canonicalizing URI '274' to 'fsck.com-rt://example.com/ticket/274' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 12:11:33 2014] [debug]: Canonicalizing URI '307' to 'fsck.com-rt://example.com/ticket/307' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 12:11:33 2014] [debug]: Canonicalizing URI '314' to 'fsck.com-rt://example.com/ticket/314' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 12:11:33 2014] [debug]: Canonicalizing URI '318' to 'fsck.com-rt://example.com/ticket/318' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 12:11:33 2014] [debug]: Canonicalizing URI '329' to 'fsck.com-rt://example.com/ticket/329' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 12:11:33 2014] [debug]: Canonicalizing URI '328' to 'fsck.com-rt://example.com/ticket/328' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 12:11:33 2014] [debug]: Canonicalizing URI '327' to 'fsck.com-rt://example.com/ticket/327' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 12:11:33 2014] [debug]: Canonicalizing URI '326' to 'fsck.com-rt://example.com/ticket/326' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 13:26:44 2014] [debug]: Converting 'cp1252' to 'utf-8' for text/html - Subjectless message (/usr/local/rt/sbin/../lib/RT/I18N.pm:244) [Thu Jul 3 13:26:44 2014] [debug]: Encode::Guess guessed encoding: ascii (/usr/local/rt/sbin/../lib/RT/I18N.pm:497) [Thu Jul 3 13:26:44 2014] [debug]: Encode::Guess guessed encoding: ascii (/usr/local/rt/sbin/../lib/RT/I18N.pm:497) [Thu Jul 3 13:26:44 2014] [debug]: Encode::Guess guessed encoding: ascii (/usr/local/rt/sbin/../lib/RT/I18N.pm:497) [Thu Jul 3 13:26:44 2014] [debug]: Encode::Guess guessed encoding: ascii (/usr/local/rt/sbin/../lib/RT/I18N.pm:497) [Thu Jul 3 13:26:44 2014] [debug]: Mail from user #781 (marieke.polhout at dans.knaw.nl) (/usr/local/rt/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:82) [Thu Jul 3 13:26:44 2014] [debug]: About to think about scrips for transaction #4574 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:173) [Thu Jul 3 13:26:44 2014] [debug]: About to think about scrips for transaction #4575 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:173) [Thu Jul 3 13:26:44 2014] [debug]: About to think about scrips for transaction #4576 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:173) [Thu Jul 3 13:26:44 2014] [debug]: About to think about scrips for transaction #4577 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:173) [Thu Jul 3 13:26:44 2014] [debug]: About to think about scrips for transaction #4578 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:173) [Thu Jul 3 13:26:44 2014] [debug]: About to prepare scrips for transaction #4578 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:177) [Thu Jul 3 13:26:44 2014] [debug]: Found 3 scrips for TransactionCreate stage with applicable type(s) Create for txn #4578 on ticket #331 (/usr/local/rt/sbin/../lib/RT/Scrips.pm:377) [Thu Jul 3 13:26:44 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [Ict-Support DANS #331] Windows Verkenner op Citrix opent niet (/usr/local/rt/sbin/../lib/RT/I18N.pm:244) [Thu Jul 3 13:26:44 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [Ict-Support DANS #331] Windows Verkenner op Citrix opent niet (/usr/local/rt/sbin/../lib/RT/I18N.pm:244) [Thu Jul 3 13:26:44 2014] [debug]: About to commit scrips for transaction #4578 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:200) [Thu Jul 3 13:26:44 2014] [debug]: Committing scrip #3 on txn #4578 of ticket #331 (/usr/local/rt/sbin/../lib/RT/Scrips.pm:182) [Thu Jul 3 13:26:44 2014] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x6eba028), id 4578 (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:628) [Thu Jul 3 13:26:44 2014] [debug]: Working on mailfield To; recipients are marieke.polhout at dans.knaw.nl (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:644) [Thu Jul 3 13:26:44 2014] [debug]: Onderwerp: AutoReply: Windows Verkenner op Citrix opent niet Subject: [Ict-Support DANS #331] Windows Verkenner op Citrix opent niet From: "Support Dans via RT" Reply-To: ict-support at dans.knaw.nl In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: Ict-Support DANS RT-Ticket: Ict-Support DANS #331 Managed-BY: RT 4.0.11 (http://www.bestpractical.com/rt/) RT-Originator: marieke.polhout at dans.knaw.nl Auto-Submitted: auto-replied To: marieke.polhout at dans.knaw.nl MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:651) [Thu Jul 3 13:26:44 2014] [debug]: Got user mail preference 'Individual messages' for user marieke.polhout at dans.knaw.nl (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:665) [Thu Jul 3 13:26:44 2014] [debug]: Removing deferred recipients from To: line (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:674) [Thu Jul 3 13:26:44 2014] [debug]: Setting deferred recipients for attribute creation (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:683) [Thu Jul 3 13:26:44 2014] [debug]: Working on mailfield Cc; recipients are (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:644) [Thu Jul 3 13:26:44 2014] [debug]: Onderwerp: AutoReply: Windows Verkenner op Citrix opent niet Subject: [Ict-Support DANS #331] Windows Verkenner op Citrix opent niet From: "Support Dans via RT" Reply-To: ict-support at dans.knaw.nl In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: Ict-Support DANS RT-Ticket: Ict-Support DANS #331 Managed-BY: RT 4.0.11 (http://www.bestpractical.com/rt/) RT-Originator: marieke.polhout at dans.knaw.nl Auto-Submitted: auto-replied To: marieke.polhout at dans.knaw.nl MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:651) [Thu Jul 3 13:26:44 2014] [debug]: Removing deferred recipients from Cc: line (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:674) [Thu Jul 3 13:26:44 2014] [debug]: Setting deferred recipients for attribute creation (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:683) [Thu Jul 3 13:26:44 2014] [debug]: Working on mailfield Bcc; recipients are (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:644) [Thu Jul 3 13:26:44 2014] [debug]: Onderwerp: AutoReply: Windows Verkenner op Citrix opent niet Subject: [Ict-Support DANS #331] Windows Verkenner op Citrix opent niet From: "Support Dans via RT" Reply-To: ict-support at dans.knaw.nl In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: Ict-Support DANS RT-Ticket: Ict-Support DANS #331 Managed-BY: RT 4.0.11 (http://www.bestpractical.com/rt/) RT-Originator: marieke.polhout at dans.knaw.nl Auto-Submitted: auto-replied To: marieke.polhout at dans.knaw.nl MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:651) [Thu Jul 3 13:26:44 2014] [debug]: Removing deferred recipients from Bcc: line (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:674) [Thu Jul 3 13:26:44 2014] [debug]: Setting deferred recipients for attribute creation (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:683) [Thu Jul 3 13:26:44 2014] [debug]: No recipients found for deferred delivery on transaction #4578 (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:696) [Thu Jul 3 13:26:44 2014] [info]: #331/4578 - Scrip 3 On Create Autoreply To Requestors (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:285) [Thu Jul 3 13:26:44 2014] [info]: sent To: marieke.polhout at dans.knaw.nl (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:316) [Thu Jul 3 13:26:44 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [Ict-Support DANS #331] Windows Verkenner op Citrix opent niet (/usr/local/rt/sbin/../lib/RT/I18N.pm:244) [Thu Jul 3 13:26:44 2014] [debug]: About to think about scrips for transaction #4579 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:173) [Thu Jul 3 13:26:44 2014] [debug]: Committing scrip #4 on txn #4578 of ticket #331 (/usr/local/rt/sbin/../lib/RT/Scrips.pm:182) [Thu Jul 3 13:26:44 2014] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x6eba028), id 4578 (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:628) [Thu Jul 3 13:26:44 2014] [debug]: Working on mailfield To; recipients are (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:644) [Thu Jul 3 13:26:44 2014] [debug]: Subject: [Ict-Support DANS #331] Windows Verkenner op Citrix opent niet From: "Marieke Polhout via RT" Reply-To: ict-support at dans.knaw.nl In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: Ict-Support DANS RT-Ticket: Ict-Support DANS #331 Managed-BY: RT 4.0.11 (http://www.bestpractical.com/rt/) RT-Originator: marieke.polhout at dans.knaw.nl MIME-Version: 1.0 X-RT-Original-Encoding: utf-8 Content-Type: multipart/mixed; boundary="----------=_1404394004-13130-0" (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:651) [Thu Jul 3 13:26:44 2014] [debug]: Removing deferred recipients from To: line (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:674) [Thu Jul 3 13:26:44 2014] [debug]: Setting deferred recipients for attribute creation (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:683) [Thu Jul 3 13:26:44 2014] [debug]: Working on mailfield Cc; recipients are (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:644) [Thu Jul 3 13:26:44 2014] [debug]: Subject: [Ict-Support DANS #331] Windows Verkenner op Citrix opent niet From: "Marieke Polhout via RT" Reply-To: ict-support at dans.knaw.nl In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: Ict-Support DANS RT-Ticket: Ict-Support DANS #331 Managed-BY: RT 4.0.11 (http://www.bestpractical.com/rt/) RT-Originator: marieke.polhout at dans.knaw.nl MIME-Version: 1.0 X-RT-Original-Encoding: utf-8 Content-Type: multipart/mixed; boundary="----------=_1404394004-13130-0" (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:651) [Thu Jul 3 13:26:44 2014] [debug]: Removing deferred recipients from Cc: line (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:674) [Thu Jul 3 13:26:44 2014] [debug]: Setting deferred recipients for attribute creation (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:683) [Thu Jul 3 13:26:44 2014] [debug]: Working on mailfield Bcc; recipients are (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:644) [Thu Jul 3 13:26:44 2014] [debug]: Subject: [Ict-Support DANS #331] Windows Verkenner op Citrix opent niet From: "Marieke Polhout via RT" Reply-To: ict-support at dans.knaw.nl In-Reply-To: References: Message-ID: Precedence: bulk X-RT-Loop-Prevention: Ict-Support DANS RT-Ticket: Ict-Support DANS #331 Managed-BY: RT 4.0.11 (http://www.bestpractical.com/rt/) RT-Originator: marieke.polhout at dans.knaw.nl MIME-Version: 1.0 X-RT-Original-Encoding: utf-8 Content-Type: multipart/mixed; boundary="----------=_1404394004-13130-0" (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:651) [Thu Jul 3 13:26:44 2014] [debug]: Removing deferred recipients from Bcc: line (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:674) [Thu Jul 3 13:26:44 2014] [debug]: Setting deferred recipients for attribute creation (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:683) [Thu Jul 3 13:26:44 2014] [debug]: No recipients found for deferred delivery on transaction #4578 (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:696) [Thu Jul 3 13:26:44 2014] [info]: #331/4578 - Scrip 4 On Create Notify AdminCcs (/usr/local/rt/sbin/../lib/RT/Action/SendEmail.pm:285) [Thu Jul 3 13:26:44 2014] [info]: No recipients found. Not sending. (/usr/local/rt/sbin/../lib/RT/Interface/Email.pm:385) [Thu Jul 3 13:26:44 2014] [debug]: Committing scrip #11 on txn #4578 of ticket #331 (/usr/local/rt/sbin/../lib/RT/Scrips.pm:182) [Thu Jul 3 13:26:44 2014] [info]: Ticket 331 created in queue 'Support' by marieke.polhout at dans.knaw.nl (/usr/local/rt/sbin/../lib/RT/Ticket.pm:688) [Thu Jul 3 13:26:44 2014] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Create for txn #4578 on ticket #331 (/usr/local/rt/sbin/../lib/RT/Scrips.pm:377) [Thu Jul 3 13:29:33 2014] [debug]: About to think about scrips for transaction #4580 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:173) [Thu Jul 3 13:29:33 2014] [debug]: About to prepare scrips for transaction #4580 (/usr/local/rt/sbin/../lib/RT/Transaction.pm:177) [Thu Jul 3 13:29:33 2014] [debug]: Found 3 scrips for TransactionCreate stage with applicable type(s) Comment for txn #4580 on ticket #330 (/usr/local/rt/sbin/../lib/RT/Scrips.pm:377) [Thu Jul 3 13:29:33 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [Ict-Support DANS #330] [Comment] FW: disk space narcis01 nog 300 mb (/usr/local/rt/sbin/../lib/RT/I18N.pm:244) [Thu Jul 3 13:29:33 2014] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [Ict-Support DANS #330] FW: disk space narcis01 nog 300 mb (/usr/local/rt/sbin/../lib/RT/I18N.pm:244) [Thu Jul 3 13:47:42 2014] [debug]: Canonicalizing URI '97' to 'fsck.com-rt://example.com/ticket/97' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 13:47:42 2014] [debug]: Canonicalizing URI '122' to 'fsck.com-rt://example.com/ticket/122' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 13:47:42 2014] [debug]: Canonicalizing URI '153' to 'fsck.com-rt://example.com/ticket/153' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 13:47:42 2014] [debug]: Canonicalizing URI '239' to 'fsck.com-rt://example.com/ticket/239' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 13:47:42 2014] [debug]: Canonicalizing URI '270' to 'fsck.com-rt://example.com/ticket/270' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 13:47:42 2014] [debug]: Canonicalizing URI '274' to 'fsck.com-rt://example.com/ticket/274' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 13:47:42 2014] [debug]: Canonicalizing URI '307' to 'fsck.com-rt://example.com/ticket/307' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 13:47:42 2014] [debug]: Canonicalizing URI '314' to 'fsck.com-rt://example.com/ticket/314' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 13:47:42 2014] [debug]: Canonicalizing URI '318' to 'fsck.com-rt://example.com/ticket/318' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 13:47:42 2014] [debug]: Canonicalizing URI '331' to 'fsck.com-rt://example.com/ticket/331' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 13:47:42 2014] [debug]: Canonicalizing URI '329' to 'fsck.com-rt://example.com/ticket/329' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 13:47:42 2014] [debug]: Canonicalizing URI '328' to 'fsck.com-rt://example.com/ticket/328' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 13:47:42 2014] [debug]: Canonicalizing URI '327' to 'fsck.com-rt://example.com/ticket/327' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) [Thu Jul 3 13:47:42 2014] [debug]: Canonicalizing URI '326' to 'fsck.com-rt://example.com/ticket/326' (/usr/local/rt/sbin/../lib/RT/URI.pm:108) -- View this message in context: http://requesttracker.8502.n7.nabble.com/NotifyActor-doesn-t-work-anymore-tp57579p57852.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Thu Jul 3 10:10:47 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 3 Jul 2014 10:10:47 -0400 Subject: [rt-users] Upload multiple files customfield in Articles : no content In-Reply-To: <5CE8C7423241FA4C9C00D1163BCD2A9BD262BAB4@EXDB02.cloud.local> References: <5CE8C7423241FA4C9C00D1163BCD2A9BD262BAB4@EXDB02.cloud.local> Message-ID: <20140703141047.GC2997@jibsheet.com> On Thu, Jul 03, 2014 at 08:00:09AM +0000, Daniel Eiteneuer wrote: > Is it planned to change this behaviour? Would be a great feature. Sure, but we have a lot of features to work on, so until it makes it to the top of our list, or becomes a priority for a client, it'll have to wait for resource allocation. > If the above does not work, then what's the purpose of these file attachments > in articles? People use articles as a type of wiki, when visiting an Article, those attachments are available for download. -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 Jul 3 10:13:29 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 3 Jul 2014 10:13:29 -0400 Subject: [rt-users] how to unset a ticket's Due date? In-Reply-To: References: <53B1121F.3070404@netcologne.de> <53B1207A.2040503@netcologne.de> Message-ID: <20140703141329.GD2997@jibsheet.com> Just for the mailing list records, a fix for this regression has been merged to 4.2-trunk and will be in 4.2.6 -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 Jul 3 10:15:39 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 3 Jul 2014 10:15:39 -0400 Subject: [rt-users] NotifyActor doesn't work anymore In-Reply-To: <1404395740019-57852.post@n7.nabble.com> References: <1401804364179-57579.post@n7.nabble.com> <20140606173243.GS64805@jibsheet.com> <1404395740019-57852.post@n7.nabble.com> Message-ID: <20140703141539.GE2997@jibsheet.com> On Thu, Jul 03, 2014 at 06:55:40AM -0700, martiniano wrote: > i am using RT Version 4.0.11 > i have turned the debug option on but where can i see some info about the > notifyactor? This log covers a lot of activity. Which transaction on which ticket (you can hover over the # in ticket history to see a transaction id) did you expect to generate mail, and to whom. Without that information, it's hard to dig through your whole log. Later RT releases (in the 4.2 series) have better logging here. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From kcreasy at aph.org Thu Jul 3 10:44:14 2014 From: kcreasy at aph.org (Keith Creasy) Date: Thu, 3 Jul 2014 14:44:14 +0000 Subject: [rt-users] Spreadsheet view? Message-ID: <0CCA574EA07BCC48BB2161AADC8B92B7883EBA@WINSRVEX10.aph.org> It would be very nice if RT had a spreadsheet view for administrators. My use case is in editing and adjusting time estimates. Doing this one ticket at a time is very time consuming so if there wer a spreadsheet view or an editable search things could be done much more efficiently. Keith -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Thu Jul 3 11:24:54 2014 From: alex at peters.net (Alex Peters) Date: Fri, 4 Jul 2014 01:24:54 +1000 Subject: [rt-users] Spreadsheet view? In-Reply-To: <0CCA574EA07BCC48BB2161AADC8B92B7883EBA@WINSRVEX10.aph.org> References: <0CCA574EA07BCC48BB2161AADC8B92B7883EBA@WINSRVEX10.aph.org> Message-ID: In earlier versions of RT, an "Offline" tool existed which would allow a user to display the summaries of a set of tickets in an editable text box. It wasn't exactly a spreadsheet, but it would permit quick and easy updating of many fields across many tickets in a manner that was easy enough to understand. I believe its removal was due to neglect. I wonder if that tool will ever make a comeback (even if only as an extension?), because it was definitely handy for this exact scenario. I too find myself spending a lot of time clicking through screens to set up dependencies, time estimates etc. On 4 July 2014 00:44, Keith Creasy wrote: > It would be very nice if RT had a spreadsheet view for administrators. > My use case is in editing and adjusting time estimates. Doing this one > ticket at a time is very time consuming so if there wer a spreadsheet view > or an editable search things could be done much more efficiently. > > > > > > Keith > > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From pmepereira at reitoria.ulisboa.pt Fri Jul 4 04:05:00 2014 From: pmepereira at reitoria.ulisboa.pt (Pedro Pereira) Date: Fri, 04 Jul 2014 09:05:00 +0100 Subject: [rt-users] Changing life cycle of an existing Queue In-Reply-To: References: Message-ID: <53B6602C.4000102@reitoria.ulisboa.pt> Yes it is. In fact, it is the default behaviour. I have 2 custom lifecycles defined in our RT setup. Define your lifecycle and the corresponding Mapping Between Queues, as described in this link: https://bestpractical.com/docs/rt/latest/customizing/lifecycles.html#Mapping-Between-Queues In the example, there are two lfecycles defined: Default and Orders. The "__maps__" entry maps one state of one queue to the correspondig state in the other. So, when you change from the Default lifecycle to Orders, any "pending" status will become "new", any "processing" will become "open", and so on. In your case, the final state in Default should be mapped to the new final state in YourCustomLifecycle. Don't forget to define the reverse YourCustomLifecycle->Default mappings too, in case you want to revert the lifecycle change. -Pedro Pedro Pereira N?cleo de Infraestruturas e Telecomunica??es Departamento de Inform?tica Alameda da Universidade ? Cidade Universit?ria 1649-004 LISBOA ? PORTUGAL T. +351 210 443 567 - Ext. 19817 E. pmepereira at reitoria.ulisboa.pt www.ulisboa.pt On 02-07-2014 21:05, Kenroy Bennett wrote: > Hi All, > I have created a Queue to use the default life cycle have > been used it for several months now. > After using it I realized that I will need to create a new life cycle > for tickets in the Queue. Is it possible to change the life cycle in > the Queue and update tickets in their final state that have used the > default life to a final state in the new lifecycle that I have create. > > > Regards, > Kenroy > > -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: ulisboa_reitoria_rgb_mail_170.gif Type: image/gif Size: 3273 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: 0x9483169C.asc Type: application/pgp-keys Size: 2234 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 538 bytes Desc: OpenPGP digital signature URL: From allen.joslin at gmail.com Fri Jul 4 10:11:11 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Fri, 4 Jul 2014 10:11:11 -0400 Subject: [rt-users] Assets for RT breaks when you disable a Asset Owner !! In-Reply-To: References: Message-ID: <2C5CB6FF-CCBB-4B9E-A6C7-9633A1B3E6D5@gmail.com> I made a user the owner of an Asset, later I disabled access for that User When I next visited that Asset I got an error in the GUI -- the Asset screen stopped rendering after The Basics and displayed this message: "An internal RT error has occurred. Your administrator can find more details in RT's log files." The log says: Jul 4 09:45:39 rt4 RT: [1885] Invalid arguments to RT::User->Format at HTML::Mason::Commands//opt/rt4/share/html/Elements/ShowUser/52 Jul 4 09:45:39 rt4 RT: [1885] Can't call method "id" on an undefined value at /opt/rt4/local/plugins/RT-Extension-Assets/html/Asset/Elements/ShowPeople line 60.#012#012Stack:#012 [/opt/rt4/local/plugins/RT-Extension-Assets/html/Asset/Elements/ShowPeople:60]#012 [/opt/rt4/local/plugins/RT-Extension-Assets/html/Asset/Elements/ShowSummary:74]#012 [/opt/rt4/share/html/Widgets/TitleBox:56]#012 [/opt/rt4/local/plugins/RT-Extension-Assets/html/Asset/Elements/ShowSummary:75]#012 [/opt/rt4/local/plugins/RT-Extension-Assets/html/Asset/Display.html:56]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:682]#012 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:370]#012 [/opt/rt4/share/html/autohandler:53] Once I enabled access again for that user the Asset page started working again I'm using RT v. 4.2.4 over Ubuntu v. 14.04 with Assets for RT v. 1.01 Al; -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron.mccarthy at southwestern.ie Fri Jul 4 12:27:59 2014 From: aaron.mccarthy at southwestern.ie (AJ) Date: Fri, 4 Jul 2014 09:27:59 -0700 (PDT) Subject: [rt-users] Column width in search results Message-ID: <1404491279770-57866.post@n7.nabble.com> I have constructed a search within RT for unowned tickets that has text-wrapping on some results and not on others. Here is the format code: ' __id__ /TITLE:#', ' __Subject__ /TITLE:Subject', '__QueueName__/STYLE:white-space:nowrap', '__ExtendedStatus__', '__CreatedRelative__/STYLE:white-space:nowrap', '__Priority__', ' Take /TITLE: ' As you can see, the Subject of the ticket has wrapping enabled (Not disabled, more like!). This is not quite the behavior I am looking for. I wish to have the text of the subject line shorten/lengthen according to its current column width (dictated by the browser window size), NOT have the text wrap to the next line. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Column-width-in-search-results-tp57866.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alex at peters.net Sat Jul 5 05:41:37 2014 From: alex at peters.net (Alex Peters) Date: Sat, 5 Jul 2014 19:41:37 +1000 Subject: [rt-users] Column width in search results In-Reply-To: <1404491279770-57866.post@n7.nabble.com> References: <1404491279770-57866.post@n7.nabble.com> Message-ID: I haven't tried this personally but STYLE:overflow:hidden might be what you're after. On 05/07/2014 2:28 am, "AJ" wrote: > I have constructed a search within RT for unowned tickets that has > text-wrapping on some results and not on others. Here is the format code: > > ' __id__ /TITLE:#', > ' __Subject__ /TITLE:Subject', > '__QueueName__/STYLE:white-space:nowrap', > '__ExtendedStatus__', > '__CreatedRelative__/STYLE:white-space:nowrap', > '__Priority__', > ' Take /TITLE: ' > > As you can see, the Subject of the ticket has wrapping enabled (Not > disabled, more like!). This is not quite the behavior I am looking for. > > I wish to have the text of the subject line shorten/lengthen according to > its current column width (dictated by the browser window size), NOT have > the > text wrap to the next line. > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Column-width-in-search-results-tp57866.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From sheriefalaa.p at gmail.com Mon Jul 7 09:12:46 2014 From: sheriefalaa.p at gmail.com (Sherief Alaa) Date: Mon, 7 Jul 2014 15:12:46 +0200 Subject: [rt-users] Enabling RTL language support in RT Message-ID: Hi rt-users, Currently, I send emails in Arabic by using the WYSIWYG editor to move text to the right but the receiving side (whether gmail/yahoo/outlook) gets the text in a LTR format. I've tried putting the mail text inside a
but that also doesn't work. So, how can our admin enable Arabic support, is it a config/plugin/version issue? We use version 4.0.7. Cheers, -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron.mccarthy at southwestern.ie Mon Jul 7 10:56:21 2014 From: aaron.mccarthy at southwestern.ie (AJ) Date: Mon, 7 Jul 2014 07:56:21 -0700 (PDT) Subject: [rt-users] Column width in search results In-Reply-To: References: <1404491279770-57866.post@n7.nabble.com> Message-ID: <1404744981400-57869.post@n7.nabble.com> Thank you for getting back to me, I tried STYLE:overflow:hidden It didnt work. However that example got me thinking about other methods so I tried text-overflow:ellipses Nothing seems to work. Would entering this as a css in theme be any good? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Column-width-in-search-results-tp57866p57869.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ymarinov at neterra.net Mon Jul 7 10:56:50 2014 From: ymarinov at neterra.net (Yavor Marinov) Date: Mon, 07 Jul 2014 17:56:50 +0300 Subject: [rt-users] RT-mailgate question Message-ID: <53BAB532.2050105@neterra.net> hey guys, i have again (probably) silly question. Is there any chance when using RT web interface, when replying the rt-mailgate to attach the username who did the action. Now, when replying to a ticket, via email we receive only the actual information written by user plus link to the ticket. I'm asking this, because some of our managers don't want to handle with RT's web interface, but needs info who actually took action over the ticket Thanks in advance From alex at peters.net Mon Jul 7 20:26:10 2014 From: alex at peters.net (Alex Peters) Date: Tue, 8 Jul 2014 10:26:10 +1000 Subject: [rt-users] RT-mailgate question In-Reply-To: <53BAB532.2050105@neterra.net> References: <53BAB532.2050105@neterra.net> Message-ID: >From your description, it seems that the managers are currently watching the ticket as AdminCCs. Can you please give an example of the information that you need in the emails that are sent to the managers? The emails already show the name and email address of the person adding correspondence to the ticket. Ticket owner information is already emailed when owner change occurs. On 08/07/2014 1:03 am, "Yavor Marinov" wrote: > hey guys, > > i have again (probably) silly question. Is there any chance when using > RT web interface, when replying the rt-mailgate to attach the username > who did the action. Now, when replying to a ticket, via email we receive > only the actual information written by user plus link to the ticket. I'm > asking this, because some of our managers don't want to handle with RT's > web interface, but needs info who actually took action over the ticket > > Thanks in advance > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Mon Jul 7 22:03:06 2014 From: alex at peters.net (Alex Peters) Date: Tue, 8 Jul 2014 12:03:06 +1000 Subject: [rt-users] Column width in search results In-Reply-To: <1404744981400-57869.post@n7.nabble.com> References: <1404491279770-57866.post@n7.nabble.com> <1404744981400-57869.post@n7.nabble.com> Message-ID: I suspect that the containing element type is the problem rather than where the CSS is defined. This thread offers another potential solution (I haven't tested it): http://stackoverflow.com/questions/509711/why-does-overflowhidden-not-work-in-a-td On 8 July 2014 00:56, AJ wrote: > Thank you for getting back to me, I tried STYLE:overflow:hidden > > It didnt work. However that example got me thinking about other methods so > I > tried > > text-overflow:ellipses > > Nothing seems to work. > > Would entering this as a css in theme be any good? > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Column-width-in-search-results-tp57866p57869.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ymarinov at neterra.net Tue Jul 8 04:02:05 2014 From: ymarinov at neterra.net (Yavor Marinov) Date: Tue, 08 Jul 2014 11:02:05 +0300 Subject: [rt-users] RT-mailgate question In-Reply-To: References: <53BAB532.2050105@neterra.net> Message-ID: <53BBA57D.1000103@neterra.net> Thanks for your time Peter. Currently in the received mail i need to add the username which took action over the ticket, nothing more On 7/8/2014 3:26 AM, Alex Peters wrote: > > From your description, it seems that the managers are currently > watching the ticket as AdminCCs. > > Can you please give an example of the information that you need in the > emails that are sent to the managers? > > The emails already show the name and email address of the person > adding correspondence to the ticket. Ticket owner information is > already emailed when owner change occurs. > > On 08/07/2014 1:03 am, "Yavor Marinov" > wrote: > > hey guys, > > i have again (probably) silly question. Is there any chance when using > RT web interface, when replying the rt-mailgate to attach the username > who did the action. Now, when replying to a ticket, via email we > receive > only the actual information written by user plus link to the > ticket. I'm > asking this, because some of our managers don't want to handle > with RT's > web interface, but needs info who actually took action over the ticket > > Thanks in advance > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Tue Jul 8 07:01:58 2014 From: alex at peters.net (Alex Peters) Date: Tue, 8 Jul 2014 21:01:58 +1000 Subject: [rt-users] RT-mailgate question In-Reply-To: <53BBA57D.1000103@neterra.net> References: <53BAB532.2050105@neterra.net> <53BBA57D.1000103@neterra.net> Message-ID: A list of useful template snippets can be found on the wiki: http://requesttracker.wikia.com/wiki/TemplateSnippets#People It seems that you would get the desired information by adding this to the appropriate templates: { $Transaction->CreatorObj->Name } In your case, you probably want to add this to the Admin Correspondence, Admin Comment and Transaction templates. On 8 July 2014 18:02, Yavor Marinov wrote: > Thanks for your time Peter. > > Currently in the received mail i need to add the username which took > action over the ticket, nothing more > > > On 7/8/2014 3:26 AM, Alex Peters wrote: > > From your description, it seems that the managers are currently watching > the ticket as AdminCCs. > > Can you please give an example of the information that you need in the > emails that are sent to the managers? > > The emails already show the name and email address of the person adding > correspondence to the ticket. Ticket owner information is already emailed > when owner change occurs. > On 08/07/2014 1:03 am, "Yavor Marinov" wrote: > >> hey guys, >> >> i have again (probably) silly question. Is there any chance when using >> RT web interface, when replying the rt-mailgate to attach the username >> who did the action. Now, when replying to a ticket, via email we receive >> only the actual information written by user plus link to the ticket. I'm >> asking this, because some of our managers don't want to handle with RT's >> web interface, but needs info who actually took action over the ticket >> >> Thanks in advance >> >> -- >> RT Training - Boston, September 9-10 >> http://bestpractical.com/training >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ymarinov at neterra.net Tue Jul 8 07:24:25 2014 From: ymarinov at neterra.net (Yavor Marinov) Date: Tue, 08 Jul 2014 14:24:25 +0300 Subject: [rt-users] RT-mailgate question In-Reply-To: References: <53BAB532.2050105@neterra.net> <53BBA57D.1000103@neterra.net> Message-ID: <53BBD4E9.8080704@neterra.net> Thanks Alex - it worked. ps: excuse my previous mail since i mistaken your name BR On 7/8/2014 2:01 PM, Alex Peters wrote: > A list of useful template snippets can be found on the wiki: > > http://requesttracker.wikia.com/wiki/TemplateSnippets#People > > It seems that you would get the desired information by adding this to > the appropriate templates: > > { $Transaction->CreatorObj->Name } > > In your case, you probably want to add this to the Admin > Correspondence, Admin Comment and Transaction templates. > > > On 8 July 2014 18:02, Yavor Marinov > wrote: > > Thanks for your time Peter. > > Currently in the received mail i need to add the username which > took action over the ticket, nothing more > > > On 7/8/2014 3:26 AM, Alex Peters wrote: >> >> From your description, it seems that the managers are currently >> watching the ticket as AdminCCs. >> >> Can you please give an example of the information that you need >> in the emails that are sent to the managers? >> >> The emails already show the name and email address of the person >> adding correspondence to the ticket. Ticket owner information is >> already emailed when owner change occurs. >> >> On 08/07/2014 1:03 am, "Yavor Marinov" > > wrote: >> >> hey guys, >> >> i have again (probably) silly question. Is there any chance >> when using >> RT web interface, when replying the rt-mailgate to attach the >> username >> who did the action. Now, when replying to a ticket, via email >> we receive >> only the actual information written by user plus link to the >> ticket. I'm >> asking this, because some of our managers don't want to >> handle with RT's >> web interface, but needs info who actually took action over >> the ticket >> >> Thanks in advance >> >> -- >> RT Training - Boston, September 9-10 >> http://bestpractical.com/training >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron.mccarthy at southwestern.ie Tue Jul 8 12:27:15 2014 From: aaron.mccarthy at southwestern.ie (AJ) Date: Tue, 8 Jul 2014 09:27:15 -0700 (PDT) Subject: [rt-users] Column width in search results In-Reply-To: References: <1404491279770-57866.post@n7.nabble.com> <1404744981400-57869.post@n7.nabble.com> Message-ID: <1404836835279-57876.post@n7.nabble.com> I tried this today in every single possible way and it didn't work. It's like RT won't accept it. Is there a module that will do it? Or do you have any other ideas? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Column-width-in-search-results-tp57866p57876.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From karres at illinois.edu Tue Jul 8 14:20:52 2014 From: karres at illinois.edu (Karres, Dean) Date: Tue, 8 Jul 2014 18:20:52 +0000 Subject: [rt-users] newbie RT/AD setup and priv questions Message-ID: RT 4.2.3 RedHat Enterprise Linux 6.5 Hi I have installed RT as a test in hopes of eventually replacing our home-built ticketing system soon-ish. I have RT installed and have a basic configuration that allows anyone in our AD to login. For the moment there is an RT "root" user and my AD account. I have looked in the wiki and the mailing list archive and see a lot about AD issues but not his... or I don't know enough to know what I am looking for yet. If I login as the rt-root user and go to Admin > Users there is a list of "Privileged users". This list only shows the rt-root user. If I then search for my AD account I can see my account and that under "Access control" the box for "Let this user be granted rights (Privileged)" is checked. Shouldn't this/my account show up in the Admin > Users: "Privileged users" list? I have seen some threads that talk about an auto create config option. Is the situation that plain AD users are not "real" RT user accounts by default? Our situation is that of an IT HelpDesk for a large facility. Hundreds of plain AD users should be able to submit tickets and do unprivileged RT actions. A much smaller group of folks, the HelpDesk folks, need to be able to do the real RT work: assign tickets, move them into queues, etc. I have another unrelated newbie setup question as well. I work for a large facility and again my main focus is replacing an ancient ticket system in my group. I can easily imagine that over time other departments/groups in the facility may want their own RT services. Are there docs that can tell me what to do now to prepare for multi-department use? Should each unit have their own install & config? Can one instance service multiple units with undoubtedly unique needs? Thanks Dean -------------- next part -------------- An HTML attachment was scrubbed... URL: From hef at pbrfrat.com Tue Jul 8 15:05:34 2014 From: hef at pbrfrat.com (Hef) Date: Tue, 8 Jul 2014 14:05:34 -0500 Subject: [rt-users] newbie RT/AD setup and priv questions In-Reply-To: References: Message-ID: AD users don't exist in RT until the login. I use a combination of auto create on login, and a nightly cron job that runs rtldapimport from this extension: http://search.cpan.org/~tsibley/RT-Extension-LDAPImport-0.34/lib/RT/Extension/LDAPImport.pm. That handles creating the users. As for multi department, I would suggest using separate queues and not seperate rt instances to divide up the work. Each queue can have a custom workflow and custom scrip actions. On Tue, Jul 8, 2014 at 1:20 PM, Karres, Dean wrote: > RT 4.2.3 > > RedHat Enterprise Linux 6.5 > > > > > > Hi > > > > I have installed RT as a test in hopes of eventually replacing our > home-built ticketing system soon-ish. I have RT installed and have a basic > configuration that allows anyone in our AD to login. For the moment there > is an RT ?root? user and my AD account. I have looked in the wiki and the > mailing list archive and see a lot about AD issues but not his? or I don?t > know enough to know what I am looking for yet. > > > > If I login as the rt-root user and go to Admin > Users there is a list of > ?Privileged users?. This list only shows the rt-root user. If I then > search for my AD account I can see my account and that under ?Access > control? the box for ?Let this user be granted rights (Privileged)? is > checked. Shouldn?t this/my account show up in the Admin > Users: > ?Privileged users? list? > > > > I have seen some threads that talk about an auto create config option. Is > the situation that plain AD users are not ?real? RT user accounts by > default? > > > > Our situation is that of an IT HelpDesk for a large facility. Hundreds of > plain AD users should be able to submit tickets and do unprivileged RT > actions. A much smaller group of folks, the HelpDesk folks, need to be > able to do the real RT work: assign tickets, move them into queues, etc. > > > > > > I have another unrelated newbie setup question as well. I work for a > large facility and again my main focus is replacing an ancient ticket > system in my group. I can easily imagine that over time other > departments/groups in the facility may want their own RT services. Are > there docs that can tell me what to do now to prepare for multi-department > use? Should each unit have their own install & config? Can one instance > service multiple units with undoubtedly unique needs? > > > > > > Thanks > > Dean > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Tue Jul 8 15:10:59 2014 From: jvdwege at xs4all.nl (Joop) Date: Tue, 08 Jul 2014 21:10:59 +0200 Subject: [rt-users] newbie RT/AD setup and priv questions In-Reply-To: References: Message-ID: <53BC4243.8070508@xs4all.nl> On 8-7-2014 20:20, Karres, Dean wrote: > > RT 4.2.3 > > RedHat Enterprise Linux 6.5 > > > > > > Hi > > > > I have installed RT as a test in hopes of eventually replacing our > home-built ticketing system soon-ish. I have RT installed and have a > basic configuration that allows anyone in our AD to login. For the > moment there is an RT "root" user and my AD account. I have looked in > the wiki and the mailing list archive and see a lot about AD issues > but not his... or I don't know enough to know what I am looking for yet. > > > > If I login as the rt-root user and go to Admin > Users there is a list > of "Privileged users". This list only shows the rt-root user. If I > then search for my AD account I can see my account and that under > "Access control" the box for "Let this user be granted rights > (Privileged)" is checked. Shouldn't this/my account show up in the > Admin > Users: "Privileged users" list? > Yes I would think so, it does at my site. > > > I have seen some threads that talk about an auto create config > option. Is the situation that plain AD users are not "real" RT user > accounts by default? > Read etc/RT_Config, either on the server you installed RT on or on the bestpractical.com site > > > Our situation is that of an IT HelpDesk for a large facility. > Hundreds of plain AD users should be able to submit tickets and do > unprivileged RT actions. A much smaller group of folks, the HelpDesk > folks, need to be able to do the real RT work: assign tickets, move > them into queues, etc. > > > > > > I have another unrelated newbie setup question as well. I work for a > large facility and again my main focus is replacing an ancient ticket > system in my group. I can easily imagine that over time other > departments/groups in the facility may want their own RT services. > Are there docs that can tell me what to do now to prepare for > multi-department use? Should each unit have their own install & > config? Can one instance service multiple units with undoubtedly > unique needs? > > > > I think so, create groups and queues and assign the correct rights. Try to stay away from the global rights because once given can't be revoked on a group level. Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From hiro24 at gmail.com Tue Jul 8 15:25:30 2014 From: hiro24 at gmail.com (Chris Hall) Date: Tue, 8 Jul 2014 15:25:30 -0400 Subject: [rt-users] Question about generating a report Message-ID: Hello, My rt users have hit me with a rather.. unusual request. I'm not exactly sure how to get RT to do what they're asking. Basically they want to generate a monthly report of times a comment was made on tickets in a queue. This alone I'm almost able to achieve through a mysql query. But they've thrown me a curve ball in that they also want listed the value of a custom field. Basically what they're looking for is something like this... -------------------------------------------------------------- | Queue 1 | datetime | value of custom field | | Queue 1 | datetime | value of custom field | | Queue 1 | datetime | value of custom field | | Queue 2 | datetime | value of custom field | | Queue 3 | datetime | value of custom field | | Queue 3 | datetime | value of custom field | -------------------------------------------------------------- Could anybody give me any type of direction as to how I could get this information from the database in the form of a mysql query? -------------- next part -------------- An HTML attachment was scrubbed... URL: From donald.gourley at gmail.com Tue Jul 8 17:58:30 2014 From: donald.gourley at gmail.com (Don Gourley) Date: Tue, 8 Jul 2014 17:58:30 -0400 Subject: [rt-users] add a value to a multi-valued field with REST Client? Message-ID: I have had good success creating and editing tickets with RT::Client::REST and my RT 4.0.17. However, I haven't figured out how to add a value to a custom field that accepts multiple values. When I update a ticket like so: $ticket->cf('InventoryAsset' => $aid); $ticket->store(); the ticket history shows that it first deletes the previous value before adding the new value. Is this possible or should I submit a wishlist bug to the queue at rt.cpan.org? thanks, Don -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Tue Jul 8 21:50:14 2014 From: alex at peters.net (Alex Peters) Date: Wed, 9 Jul 2014 11:50:14 +1000 Subject: [rt-users] Column width in search results In-Reply-To: <1404836835279-57876.post@n7.nabble.com> References: <1404491279770-57866.post@n7.nabble.com> <1404744981400-57869.post@n7.nabble.com> <1404836835279-57876.post@n7.nabble.com> Message-ID: I don't think such a module exists; it doesn't seem like a common request. Out of curiosity, is there a specific problem you're trying to fix with this or is it just a matter of cosmetic preference? My first step would be to develop some HTML independently of RT that correctly demonstrates what you want to achieve, and possibly share it to the list as a proof of concept. After that, I'd try to implement that as STYLE information in the search display format, then if that fails, look at creating local overrides of the html/Elements/CollectionList and/or html/Elements/CollectionAsTable/Row components and thus change the HTML being generated by RT in the first place (but this would impose all ticket lists in the system with this styling, not specific searches, which may or may not be acceptable). The wiki has some small amount of information on this topic which may be useful: http://requesttracker.wikia.com/wiki/CustomizingWithLocalDir On 9 July 2014 02:27, AJ wrote: > I tried this today in every single possible way and it didn't work. > > It's like RT won't accept it. Is there a module that will do it? Or do you > have any other ideas? > > > > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Column-width-in-search-results-tp57866p57876.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron.mccarthy at southwestern.ie Wed Jul 9 04:25:47 2014 From: aaron.mccarthy at southwestern.ie (AJ) Date: Wed, 9 Jul 2014 01:25:47 -0700 (PDT) Subject: [rt-users] Column width in search results In-Reply-To: References: <1404491279770-57866.post@n7.nabble.com> <1404744981400-57869.post@n7.nabble.com> <1404836835279-57876.post@n7.nabble.com> Message-ID: <1404894347152-57885.post@n7.nabble.com> I will give it a try. Just clarify, It is more for cosmetic purposes because a very long (wrapped) subject line takes up too much room and (unwrapped) pushes everything off the screen (see image) Personally myself I dont see a problem with wrapping, they are obsessed with having everything look PERFECT. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Column-width-in-search-results-tp57866p57885.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From andrius.kulbis at gmail.com Wed Jul 9 08:16:52 2014 From: andrius.kulbis at gmail.com (andriusk) Date: Wed, 9 Jul 2014 05:16:52 -0700 (PDT) Subject: [rt-users] Exporting charts Message-ID: <1404908211739-57886.post@n7.nabble.com> Hello Is there any way to export charts or chart data from RT in excel, pdf, or maybe json for data? Or how to get Json data, used in charts using the query string displayed below the chart? Regards -- View this message in context: http://requesttracker.8502.n7.nabble.com/Exporting-charts-tp57886.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From zachary.neubert at usu.edu Wed Jul 9 12:28:01 2014 From: zachary.neubert at usu.edu (IT Guy) Date: Wed, 9 Jul 2014 09:28:01 -0700 (PDT) Subject: [rt-users] Make more "root" or administrator users? Message-ID: <1404923281532-57887.post@n7.nabble.com> As of now, the only user able to manage the system as a whole is the user called "root", which was created when I set up RT. However, there are three users to whom I would like to grant all the same rights that root has, without everyone sharing that login. How can I do this? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Make-more-root-or-administrator-users-tp57887.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From raubvogel at gmail.com Wed Jul 9 12:58:16 2014 From: raubvogel at gmail.com (Mauricio Tavares) Date: Wed, 9 Jul 2014 12:58:16 -0400 Subject: [rt-users] Make more "root" or administrator users? In-Reply-To: References: <1404923281532-57887.post@n7.nabble.com> Message-ID: On Wed, Jul 9, 2014 at 12:28 PM, IT Guy wrote: > As of now, the only user able to manage the system as a whole is the user > called "root", which was created when I set up RT. However, there are three > users to whom I would like to grant all the same rights that root has, > without everyone sharing that login. How can I do this? > Make the as admin users. But ask yourself if you want to make them full admins or just have admin rights in specific groups. o If full admins, go to /Admin/Global/UserRights.html and set them as superuser. o If admins for a given group, go to the "User Rights" page for said group and knock yourself out. > > -- > View this message in context: http://requesttracker.8502.n7.nabble.com/Make-more-root-or-administrator-users-tp57887.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training From zachary.neubert at usu.edu Wed Jul 9 13:04:31 2014 From: zachary.neubert at usu.edu (IT Guy) Date: Wed, 9 Jul 2014 10:04:31 -0700 (PDT) Subject: [rt-users] Make more "root" or administrator users? In-Reply-To: References: <1404923281532-57887.post@n7.nabble.com> Message-ID: <1404925471108-57889.post@n7.nabble.com> They should be full admins. Thanks for your help, I never thought to look there. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Make-more-root-or-administrator-users-tp57887p57889.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From mepstein at illinois.edu Wed Jul 9 13:04:37 2014 From: mepstein at illinois.edu (Milt Epstein) Date: Wed, 9 Jul 2014 12:04:37 -0500 (CDT) Subject: [rt-users] Make more "root" or administrator users? In-Reply-To: References: <1404923281532-57887.post@n7.nabble.com> Message-ID: On Wed, 9 Jul 2014, Mauricio Tavares wrote: > On Wed, Jul 9, 2014 at 12:28 PM, IT Guy wrote: > > As of now, the only user able to manage the system as a whole is > > the user called "root", which was created when I set up > > RT. However, there are three users to whom I would like to grant > > all the same rights that root has, without everyone sharing that > > login. How can I do this? > > > > Make the as admin users. But ask yourself if you want to make > them full admins or just have admin rights in specific groups. > > o If full admins, go to /Admin/Global/UserRights.html and set them > as superuser. > o If admins for a given group, go to the "User Rights" page for said > group and knock yourself out. [ ... ] Another alternative (i.e., besides making the users admins individually) is to create an admin group, give it superuser privileges (under Group Rights rather than User Rights), and then put those users in that group. In some ways, this is easier to manage. Milt Epstein Applications Developer Graduate School of Library and Information Science (GSLIS) University of Illinois at Urbana-Champaign (UIUC) mepstein at illinois.edu From amonfiletto at hotmail.com Wed Jul 9 16:30:08 2014 From: amonfiletto at hotmail.com (Anthony24x) Date: Wed, 9 Jul 2014 13:30:08 -0700 (PDT) Subject: [rt-users] An internal RT error has occurred.... Message-ID: <1404937808581-57891.post@n7.nabble.com> When trying to view ticket #27909 everything seem normal however at the bottom of the history I see the following: Wed Dec 11 11:14:52 2013 crazon at northeast-security.com (Carl Razon) - Comments added Spoke with Tim Heutz, said he will get the "from" address. An internal RT error has occurred. Your administrator can find more details in RT's log files. Can anyone shed some light on how to correct this issue? Log file can be seen below: ............... (/opt/rt4/share/html/Elements/ShowTransactionAttachments:182) [17175] [Wed Jul 9 20:25:29 2014] [debug]: Rendering attachment #134635 of 'text/html' type (/opt/rt4/share/html/Elements/ShowTransactionAttachments:182) [17175] [Wed Jul 9 20:25:29 2014] [debug]: Rendering attachment #134628 of 'text/html' type (/opt/rt4/share/html/Elements/ShowTransactionAttachments:182) [17175] [Wed Jul 9 20:25:29 2014] [error]: Can't call method "Id" on an undefined value at /opt/rt4/sbin/../lib/RT/URI/fsck_com_article.pm line 132. Stack: [/opt/rt4/sbin/../lib/RT/URI/fsck_com_article.pm:132] [/opt/rt4/sbin/../lib/RT/URI.pm:164] [/opt/rt4/sbin/../lib/RT/Transaction.pm:999] [/opt/rt4/sbin/../lib/RT/Transaction.pm:745] [/opt/rt4/share/html/Elements/ShowTransaction:123] [/opt/rt4/share/html/Elements/ShowHistory:121] [/opt/rt4/share/html/Helpers/TicketHistory:48] [/opt/rt4/share/html/Helpers/autohandler:51] [/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/Interface/Web/Handler.pm:211) [17176] [Wed Jul 9 20:25:29 2014] [debug]: SQL(0.000319s): SELECT * FROM Users WHERE id = ?; [ bound values: '52' ] (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1292) -- View this message in context: http://requesttracker.8502.n7.nabble.com/An-internal-RT-error-has-occurred-tp57891.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jblaine at kickflop.net Thu Jul 10 12:50:43 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Thu, 10 Jul 2014 12:50:43 -0400 Subject: [rt-users] Where are user prefs stored? Message-ID: <53BEC463.1090901@kickflop.net> Where are user preferences stored? I can't find them in the database. RT 4.2.5 -- Jeff Blaine kickflop.net PGP/GnuPG Key ID: 0x0C8EDD02 From jblaine at kickflop.net Thu Jul 10 13:23:31 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Thu, 10 Jul 2014 13:23:31 -0400 Subject: [rt-users] Some users can't see comment / editor box? Message-ID: <53BECC13.3050509@kickflop.net> We're experiencing something odd with 4.2.x (upgrade from 3.8.17) where SOME users cannot see the text editor box upon, for example, clicking Comment. This is occuring, for *those affected users*, with Firefox on OSX, Firefox + Chrome + IE on Windows. For other users, using what I understand to be the same browsers, it works fine. The affected users did not have any issue commenting with RT 3.8.17 and are in a group that has the CommentOnTicket right for the queue in question. In fact, that group has all "General" rights for the queue. I would greatly welcome any thoughts before I leave for vacation in 11 hours if anyone has them :) -- Jeff Blaine kickflop.net PGP/GnuPG Key ID: 0x0C8EDD02 From hef at pbrfrat.com Thu Jul 10 14:20:02 2014 From: hef at pbrfrat.com (Hef) Date: Thu, 10 Jul 2014 13:20:02 -0500 Subject: [rt-users] Some users can't see comment / editor box? In-Reply-To: <53BECC13.3050509@kickflop.net> References: <53BECC13.3050509@kickflop.net> Message-ID: Shot in the dark: Check if the users have Ad Block Plus or similar. On Thu, Jul 10, 2014 at 12:23 PM, Jeff Blaine wrote: > We're experiencing something odd with 4.2.x (upgrade from > 3.8.17) where SOME users cannot see the text editor box upon, > for example, clicking Comment. > > This is occuring, for *those affected users*, with Firefox on OSX, > Firefox + Chrome + IE on Windows. For other users, using what I > understand to be the same browsers, it works fine. > > The affected users did not have any issue commenting with RT 3.8.17 > and are in a group that has the CommentOnTicket right for the queue > in question. In fact, that group has all "General" rights for the > queue. > > I would greatly welcome any thoughts before I leave for vacation in > 11 hours if anyone has them :) > > -- > Jeff Blaine > kickflop.net > PGP/GnuPG Key ID: 0x0C8EDD02 > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Thu Jul 10 15:28:21 2014 From: bbaker at copesan.com (Bryon Baker) Date: Thu, 10 Jul 2014 19:28:21 +0000 Subject: [rt-users] Query Message-ID: <9cc13929d05f40838c3b90d9d6ba2428@BLUPR05MB788.namprd05.prod.outlook.com> Hello All Is it possible to write a query to see who is logged into RequestTrack? And if so can I get some hints as to how? Thanks in advance for the help. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From allen.joslin at gmail.com Thu Jul 10 16:03:04 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Thu, 10 Jul 2014 16:03:04 -0400 Subject: [rt-users] User/Summary.html not showing CF's Message-ID: <80305955-54A2-4B9B-AA2D-C0D44805672F@gmail.com> I've defined some User CF's, I've enabled the CFs & given Everyone 'SeeCustomField' permission via global user permissions When a NonPrivileged user logs in - they cannot see their own custom fields When a Privileged user logs in - they cannot see their own custom fields, nor those of Non-Privileged users What am I doing wrong, and how do I debug Rights problems ? Thanks Al; From bbaker at copesan.com Thu Jul 10 16:56:38 2014 From: bbaker at copesan.com (Bryon Baker) Date: Thu, 10 Jul 2014 20:56:38 +0000 Subject: [rt-users] Query In-Reply-To: <9cc13929d05f40838c3b90d9d6ba2428@BLUPR05MB788.namprd05.prod.outlook.com> References: <9cc13929d05f40838c3b90d9d6ba2428@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: Update to question It looks like I should be able to do this using the Session table. If this is true is there a definition for the blob somewhere? 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 [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Thursday, July 10, 2014 2:28 PM To: RT Users (rt-users at lists.bestpractical.com) Subject: [rt-users] Query Hello All Is it possible to write a query to see who is logged into RequestTrack? And if so can I get some hints as to how? Thanks in advance for the help. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Thu Jul 10 20:41:13 2014 From: alex at peters.net (Alex Peters) Date: Fri, 11 Jul 2014 10:41:13 +1000 Subject: [rt-users] Some users can't see comment / editor box? In-Reply-To: <53BECC13.3050509@kickflop.net> References: <53BECC13.3050509@kickflop.net> Message-ID: If only some users are affected then it's almost definitely a browser issue, as RT doesn't alter its output per browser to my knowledge (unless RT thinks it's a mobile browser). Clearing browser caches may help. On 11/07/2014 3:23 am, "Jeff Blaine" wrote: > We're experiencing something odd with 4.2.x (upgrade from > 3.8.17) where SOME users cannot see the text editor box upon, > for example, clicking Comment. > > This is occuring, for *those affected users*, with Firefox on OSX, > Firefox + Chrome + IE on Windows. For other users, using what I > understand to be the same browsers, it works fine. > > The affected users did not have any issue commenting with RT 3.8.17 > and are in a group that has the CommentOnTicket right for the queue > in question. In fact, that group has all "General" rights for the > queue. > > I would greatly welcome any thoughts before I leave for vacation in > 11 hours if anyone has them :) > > -- > Jeff Blaine > kickflop.net > PGP/GnuPG Key ID: 0x0C8EDD02 > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Thu Jul 10 20:49:47 2014 From: alex at peters.net (Alex Peters) Date: Fri, 11 Jul 2014 10:49:47 +1000 Subject: [rt-users] User/Summary.html not showing CF's In-Reply-To: <80305955-54A2-4B9B-AA2D-C0D44805672F@gmail.com> References: <80305955-54A2-4B9B-AA2D-C0D44805672F@gmail.com> Message-ID: New fields need to be added explicitly on the User Summary page. As far as I know, it's not a rights issue. Does changing the $UserSummaryExtraInfo config value solve your problem? Personally I try to debug rights issues by determining and then inspecting the relevant code. There are probably more efficient ways. On 11/07/2014 6:03 am, "Al Joslin" wrote: > I've defined some User CF's, I've enabled the CFs & given Everyone > 'SeeCustomField' permission via global user permissions > > When a NonPrivileged user logs in - they cannot see their own custom fields > > When a Privileged user logs in - they cannot see their own custom fields, > nor those of Non-Privileged users > > What am I doing wrong, and how do I debug Rights problems ? > > Thanks > Al; > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From allen.joslin at gmail.com Fri Jul 11 14:04:04 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Fri, 11 Jul 2014 14:04:04 -0400 Subject: [rt-users] User/Summary.html not showing CF's In-Reply-To: References: <80305955-54A2-4B9B-AA2D-C0D44805672F@gmail.com> Message-ID: <2BEAF89E-3395-4B93-8535-438094D78315@gmail.com> Yes, changing the $UserSummaryExtraInfo did make the fields visible, thanks My problem at this point is that I have two classes of users - customers: which have need of many custom fields on their records, and staff: who should not have any of those fields shown How can I hide those custom fields when displaying Staff records ? thanks Al; On Jul 10, 2014, at 8:49 PM, Alex Peters wrote: > New fields need to be added explicitly on the User Summary page. As far as I know, it's not a rights issue. > > Does changing the $UserSummaryExtraInfo config value solve your problem? > > Personally I try to debug rights issues by determining and then inspecting the relevant code. There are probably more efficient ways. > > On 11/07/2014 6:03 am, "Al Joslin" wrote: > I've defined some User CF's, I've enabled the CFs & given Everyone 'SeeCustomField' permission via global user permissions > > When a NonPrivileged user logs in - they cannot see their own custom fields > > When a Privileged user logs in - they cannot see their own custom fields, nor those of Non-Privileged users > > What am I doing wrong, and how do I debug Rights problems ? > > Thanks > Al; > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Mon Jul 14 15:22:07 2014 From: bbaker at copesan.com (Bryon Baker) Date: Mon, 14 Jul 2014 19:22:07 +0000 Subject: [rt-users] Query References: <9cc13929d05f40838c3b90d9d6ba2428@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: <90849f251cab4b2fa055f85478e6993f@BLUPR05MB788.namprd05.prod.outlook.com> Hello all I wondering if anybody has any Ideas for my question? 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: Bryon Baker Sent: Thursday, July 10, 2014 3:57 PM To: RT Users (rt-users at lists.bestpractical.com) Subject: RE: Query Update to question It looks like I should be able to do this using the Session table. If this is true is there a definition for the blob somewhere? 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 [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Thursday, July 10, 2014 2:28 PM To: RT Users (rt-users at lists.bestpractical.com) Subject: [rt-users] Query Hello All Is it possible to write a query to see who is logged into RequestTracker? And if so can I get some hints as to how? Thanks in advance for the help. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 * 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Mon Jul 14 15:50:50 2014 From: bbaker at copesan.com (Bryon Baker) Date: Mon, 14 Jul 2014 19:50:50 +0000 Subject: [rt-users] Query In-Reply-To: References: <9cc13929d05f40838c3b90d9d6ba2428@BLUPR05MB788.namprd05.prod.outlook.com> <90849f251cab4b2fa055f85478e6993f@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: Thanks for the response Len Do you have any hints on how to do that? 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: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe Sent: Monday, July 14, 2014 2:48 PM To: Bryon Baker Subject: Re: [rt-users] Query It looks like you'd have to read and decode the sessions. On Mon, Jul 14, 2014 at 3:22 PM, Bryon Baker > wrote: Hello all I wondering if anybody has any Ideas for my question? 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: Bryon Baker Sent: Thursday, July 10, 2014 3:57 PM To: RT Users (rt-users at lists.bestpractical.com) Subject: RE: Query Update to question It looks like I should be able to do this using the Session table. If this is true is there a definition for the blob somewhere? 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 [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Thursday, July 10, 2014 2:28 PM To: RT Users (rt-users at lists.bestpractical.com) Subject: [rt-users] Query Hello All Is it possible to write a query to see who is logged into RequestTracker? And if so can I get some hints as to how? Thanks in advance for the help. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 ? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- lenjaffe at jaffesystems.com 614-404-4214 @lenjaffe Information Technology Smoke Jumper, Host of Columbus Code Jam www.lenjaffe.com http://www.theycomewithcheese.com Advent Planet - An Aggregation of Online Advent Calendars. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Mon Jul 14 18:04:19 2014 From: bbaker at copesan.com (Bryon Baker) Date: Mon, 14 Jul 2014 22:04:19 +0000 Subject: [rt-users] Query In-Reply-To: References: <9cc13929d05f40838c3b90d9d6ba2428@BLUPR05MB788.namprd05.prod.outlook.com> <90849f251cab4b2fa055f85478e6993f@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: <000770aa0b7949a09ab235144cb9303b@BLUPR05MB788.namprd05.prod.outlook.com> Ok let me try and explain what I am trying to do and maybe someone will have a better idea. RT 4.2.3 is installed a call center currently I use scrips to query the phone system to determine who is logged in and working in the call center. I have scrips that distribute the tickets based on the last person to get a ticket. The supervisor for the call center would like to assign tickets without the CSR needing to login to the phone system. So here are the seniors she wants covered. Process Tickets without being logged into the phone system and without being assigned now tickets. Take calls without being logged into request tracker. Be assigned new tickets without being logged into the phone system. 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: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe Sent: Monday, July 14, 2014 3:36 PM To: Bryon Baker Subject: Re: [rt-users] Query Borrow heavily from RT's sesison deserialization code. I don't know if those stats are even kept in the session. You might have to write your own callback to track login times, or last seen times. You data will skew if people kill their browser without explicitly logging out of RT. On Mon, Jul 14, 2014 at 3:50 PM, Bryon Baker > wrote: Thanks for the response Len Do you have any hints on how to do that? 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: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe Sent: Monday, July 14, 2014 2:48 PM To: Bryon Baker Subject: Re: [rt-users] Query It looks like you'd have to read and decode the sessions. On Mon, Jul 14, 2014 at 3:22 PM, Bryon Baker > wrote: Hello all I wondering if anybody has any Ideas for my question? 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: Bryon Baker Sent: Thursday, July 10, 2014 3:57 PM To: RT Users (rt-users at lists.bestpractical.com) Subject: RE: Query Update to question It looks like I should be able to do this using the Session table. If this is true is there a definition for the blob somewhere? 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 [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryon Baker Sent: Thursday, July 10, 2014 2:28 PM To: RT Users (rt-users at lists.bestpractical.com) Subject: [rt-users] Query Hello All Is it possible to write a query to see who is logged into RequestTracker? And if so can I get some hints as to how? Thanks in advance for the help. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 ? 262-783-6261 ext. 2296 bbaker at copesan.com www.copesan.com "Servicing North America with Local Care" -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- lenjaffe at jaffesystems.com 614-404-4214 @lenjaffe Information Technology Smoke Jumper, Host of Columbus Code Jam www.lenjaffe.com http://www.theycomewithcheese.com Advent Planet - An Aggregation of Online Advent Calendars. -- lenjaffe at jaffesystems.com 614-404-4214 @lenjaffe Information Technology Smoke Jumper, Host of Columbus Code Jam www.lenjaffe.com http://www.theycomewithcheese.com Advent Planet - An Aggregation of Online Advent Calendars. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mikko.talvenmaa at saunalahti.fi Tue Jul 15 04:06:16 2014 From: mikko.talvenmaa at saunalahti.fi (Mikko Talvenmaa) Date: Tue, 15 Jul 2014 11:06:16 +0300 (EEST) Subject: [rt-users] RSS feeds on transactions and custom field links Message-ID: <26907777.24049201405411576483.JavaMail.mikko.talvenmaa@saunalahti.fi> Hi! Tried to search for info and found nothing useful. As its relatively easy to create RSS feed on tickets, is there anyway on RT using it?s own tools to create feed of transactions? Something like -> date/time user x made an action on ticket id with subject xyz. That would be really helpful to track what is happening Another question is about linking to external systems. As i?d like to create link (custom field with some value seems only option) to external system (SCCM reports in this case) from assets. Can I use asset name as part of link value? One solution would be scrip to replicate value of Name to custom field every time it changes, but more elegant would be using value of Name directly. Mikko Talvenmaa IT System Specialist From allen.joslin at gmail.com Tue Jul 15 09:04:57 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Tue, 15 Jul 2014 09:04:57 -0400 Subject: [rt-users] a configuration manager/plugin for RT Message-ID: <27070F64-0144-4979-8EEE-D3059FF5DA5E@gmail.com> Am I correct in thinking that there is no easy way to transfer configuration changes from one RT installation (test/dev) to another (prod) ? Unless someone has already written a plugin that will programmatically apply sets of configuration changes, (or, silicon gods willing, it could diff installations?) I find myself doing an awful lot of configuration as I learn RT and set it up for different groups with different needs within our company -- and I realized with dismay that I'm going to have to build up a clean install and re-do only the required configs for a production version... Not having kept a log of what I tried and marking those attempts that worked, it's going to be a bit of a slog. So, are there any suggestions or best practice references that anyone can give ? thanks al; From darin at darins.net Tue Jul 15 09:41:38 2014 From: darin at darins.net (Darin Perusich) Date: Tue, 15 Jul 2014 09:41:38 -0400 Subject: [rt-users] a configuration manager/plugin for RT In-Reply-To: <27070F64-0144-4979-8EEE-D3059FF5DA5E@gmail.com> References: <27070F64-0144-4979-8EEE-D3059FF5DA5E@gmail.com> Message-ID: Well if you were using Puppet there's a Request Tracker module, 'puppet module search darin-rt', which you could utilize for many aspects to setting up RT, package and plugin installation, creating queues, groups, etc. Currently it doesn't manage things configurations like RT_SiteConfig.pm, beyond ensuring correct permissions, but extending it for that wouldn't be difficult. The module fully supports openSUSE/SLES systems but I'll gladly access pull requests if someone what's to extend it, which should be straight forward. -- Later, Darin On Tue, Jul 15, 2014 at 9:04 AM, Al Joslin wrote: > Am I correct in thinking that there is no easy way to transfer configuration changes from one RT installation (test/dev) to another (prod) ? > > Unless someone has already written a plugin that will programmatically apply sets of configuration changes, (or, silicon gods willing, it could diff installations?) > > I find myself doing an awful lot of configuration as I learn RT and set it up for different groups with different needs within our company -- and I realized with dismay that I'm going to have to build up a clean install and re-do only the required configs for a production version... Not having kept a log of what I tried and marking those attempts that worked, it's going to be a bit of a slog. > > So, are there any suggestions or best practice references that anyone can give ? > > thanks > al; > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training From Gabriele.Franzini at nervianoms.com Tue Jul 15 10:03:16 2014 From: Gabriele.Franzini at nervianoms.com (Franzini, Gabriele [Nervianoms]) Date: Tue, 15 Jul 2014 16:03:16 +0200 Subject: [rt-users] rt-users Digest, Vol 124, Issue 14 In-Reply-To: References: Message-ID: <69D768435B870B498704129A048CDB190BCEDD87@nermbxs08.nervianoms.com> Hi Al, I tried to record/replay operations with Selenium IDE. Adding stuff like creating queues, groups, and custom fields worked well, assigning privileges was much trickier. HTH, Gabriele --------------------- >Message: 5 >Date: Tue, 15 Jul 2014 09:04:57 -0400 >From: Al Joslin >To: rt-users at lists.bestpractical.com >Subject: [rt-users] a configuration manager/plugin for RT >Message-ID: <27070F64-0144-4979-8EEE-D3059FF5DA5E at gmail.com> >Content-Type: text/plain; charset=us-ascii > >Am I correct in thinking that there is no easy way to transfer configuration >changes from one RT installation (test/dev) to another (prod) ? > >Unless someone has already written a plugin that will programmatically >apply sets of configuration changes, (or, silicon gods willing, >it could diff installations?) >I find myself doing an awful lot of configuration as I learn RT and >set it up for different groups with different needs within our company -- >and I realized with dismay that I'm going to have to build up a clean install >and re-do only the required configs for a production version... Not having >kept a log of what I tried and marking those attempts that worked, >it's going to be a bit of a slog. >So, are there any suggestions or best practice references that anyone can give ? >thanks >al; From Gabriele.Franzini at nervianoms.com Tue Jul 15 10:03:55 2014 From: Gabriele.Franzini at nervianoms.com (Franzini, Gabriele [Nervianoms]) Date: Tue, 15 Jul 2014 16:03:55 +0200 Subject: [rt-users] Recall: rt-users Digest, Vol 124, Issue 14 Message-ID: <69D768435B870B498704129A048CDB190BCEDD8A@nermbxs08.nervianoms.com> Franzini, Gabriele [Nervianoms] would like to recall the message, "rt-users Digest, Vol 124, Issue 14". -------------- next part -------------- An HTML attachment was scrubbed... URL: From Gabriele.Franzini at nervianoms.com Tue Jul 15 10:04:31 2014 From: Gabriele.Franzini at nervianoms.com (Franzini, Gabriele [Nervianoms]) Date: Tue, 15 Jul 2014 16:04:31 +0200 Subject: [rt-users] a configuration manager/plugin for RT In-Reply-To: References: Message-ID: <69D768435B870B498704129A048CDB190BCEDD8D@nermbxs08.nervianoms.com> Hi Al, I tried to record/replay operations with Selenium IDE. Adding stuff like creating queues, groups, and custom fields worked well, assigning privileges was much trickier. HTH, Gabriele --------------------- >Message: 5 >Date: Tue, 15 Jul 2014 09:04:57 -0400 >From: Al Joslin >To: rt-users at lists.bestpractical.com >Subject: [rt-users] a configuration manager/plugin for RT >Message-ID: <27070F64-0144-4979-8EEE-D3059FF5DA5E at gmail.com> >Content-Type: text/plain; charset=us-ascii > >Am I correct in thinking that there is no easy way to transfer configuration >changes from one RT installation (test/dev) to another (prod) ? > >Unless someone has already written a plugin that will programmatically >apply sets of configuration changes, (or, silicon gods willing, >it could diff installations?) >I find myself doing an awful lot of configuration as I learn RT and >set it up for different groups with different needs within our company -- >and I realized with dismay that I'm going to have to build up a clean install >and re-do only the required configs for a production version... Not having >kept a log of what I tried and marking those attempts that worked, >it's going to be a bit of a slog. >So, are there any suggestions or best practice references that anyone can give ? >thanks >al; From mirebob at gmail.com Tue Jul 15 10:48:32 2014 From: mirebob at gmail.com (=?UTF-8?B?UsOpbWk=?=) Date: Tue, 15 Jul 2014 16:48:32 +0200 Subject: [rt-users] a configuration manager/plugin for RT In-Reply-To: <27070F64-0144-4979-8EEE-D3059FF5DA5E@gmail.com> References: <27070F64-0144-4979-8EEE-D3059FF5DA5E@gmail.com> Message-ID: Hi Al, I'm in the same situation and I'm looking for something to "transfer" configuration for one instance to another. I've found that RT comes with a tool apparently intended to do that : rt-dump-metadata https://bestpractical.com/docs/rt/4.2/rt-dump-metadata.html I've just made a little test right now and have a lot of errors/warnings, don't now if it is full compatible with 4.2 R?mi 2014-07-15 15:04 GMT+02:00 Al Joslin : > Am I correct in thinking that there is no easy way to transfer > configuration changes from one RT installation (test/dev) to another (prod) > ? > > Unless someone has already written a plugin that will programmatically > apply sets of configuration changes, (or, silicon gods willing, it could > diff installations?) > > I find myself doing an awful lot of configuration as I learn RT and set it > up for different groups with different needs within our company -- and I > realized with dismay that I'm going to have to build up a clean install and > re-do only the required configs for a production version... Not having > kept a log of what I tried and marking those attempts that worked, it's > going to be a bit of a slog. > > So, are there any suggestions or best practice references that anyone can > give ? > > thanks > al; > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ram0502 at gmail.com Tue Jul 15 12:06:36 2014 From: ram0502 at gmail.com (Ram) Date: Tue, 15 Jul 2014 09:06:36 -0700 Subject: [rt-users] Query Message-ID: > > From: Bryon Baker > It looks like I should be able to do this using the Session table. If this > is true is there a definition for the blob somewhere? > > If you store your sessions in the RT DB as I do you can get a list of sessions: > mysql> select id, LastUpdated from sessions; In any case you can always parse RT Session blobs using the rt session viewer: http://bestpractical.com/docs/rt/4.2/rt-session-viewer.html cheers, ram -------------- next part -------------- An HTML attachment was scrubbed... URL: From anjiallepu5 at gmail.com Mon Jul 14 16:15:11 2014 From: anjiallepu5 at gmail.com (Anjiallepu5) Date: Mon, 14 Jul 2014 20:15:11 +0000 Subject: [rt-users] (no subject) Message-ID: <9v48e3jt8av1q3vm88s7nxeu.1405368911405@email.android.com> how many rats dallar? Howmuch riyals What is dallar minutes -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Tue Jul 15 12:51:29 2014 From: bbaker at copesan.com (Bryon Baker) Date: Tue, 15 Jul 2014 16:51:29 +0000 Subject: [rt-users] Query In-Reply-To: References: Message-ID: <101c8e6817ae43f6bb4a56e36b03c955@BLUPR05MB788.namprd05.prod.outlook.com> Is there a way to tie a session id to a user? 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 [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ram Sent: Tuesday, July 15, 2014 11:07 AM To: rt-users Subject: Re: [rt-users] Query From: Bryon Baker It looks like I should be able to do this using the Session table. If this is true is there a definition for the blob somewhere? If you store your sessions in the RT DB as I do you can get a list of sessions: > mysql> select id, LastUpdated from sessions; In any case you can always parse RT Session blobs using the rt session viewer: http://bestpractical.com/docs/rt/4.2/rt-session-viewer.html cheers, ram -------------- next part -------------- An HTML attachment was scrubbed... URL: From bbaker at copesan.com Tue Jul 15 13:38:37 2014 From: bbaker at copesan.com (Bryon Baker) Date: Tue, 15 Jul 2014 17:38:37 +0000 Subject: [rt-users] Query In-Reply-To: References: Message-ID: <71b47791e6624a8abb020b3015b15c47@BLUPR05MB788.namprd05.prod.outlook.com> Ok let?s try a different approach create a custom field that the user needs to check to have tickets assigned. If I do this I need to display to the administrator who has the boxed checked and who does not. I cannot find any search screen that allow searching the users and displaying a custom user fields in a list. Can this be done via a callback and displayed like the quick search areas are? If so I would need a lot of help with building that functionally. I have not succeeded at build a callback that works yet. 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 [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ram Sent: Tuesday, July 15, 2014 11:07 AM To: rt-users Subject: Re: [rt-users] Query From: Bryon Baker It looks like I should be able to do this using the Session table. If this is true is there a definition for the blob somewhere? If you store your sessions in the RT DB as I do you can get a list of sessions: > mysql> select id, LastUpdated from sessions; In any case you can always parse RT Session blobs using the rt session viewer: http://bestpractical.com/docs/rt/4.2/rt-session-viewer.html cheers, ram -------------- next part -------------- An HTML attachment was scrubbed... URL: From ram0502 at gmail.com Tue Jul 15 13:43:38 2014 From: ram0502 at gmail.com (Ram) Date: Tue, 15 Jul 2014 10:43:38 -0700 Subject: [rt-users] Query In-Reply-To: <101c8e6817ae43f6bb4a56e36b03c955@BLUPR05MB788.namprd05.prod.outlook.com> References: <101c8e6817ae43f6bb4a56e36b03c955@BLUPR05MB788.namprd05.prod.outlook.com> Message-ID: Examine the output of rt-session-viewer. Is there a way to tie a session id to a user? > > It looks like I should be able to do this using the Session table. If > this is true is there a definition for the blob somewhere? > > > > If you store your sessions in the RT DB as I do you can get a list of > sessions: > > > mysql> select id, LastUpdated from sessions; > > > > In any case you can always parse RT Session blobs using the rt session > viewer: > > http://bestpractical.com/docs/rt/4.2/rt-session-viewer.html > > > > cheers, > > ram > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kirby at umbc.edu Tue Jul 15 16:49:55 2014 From: kirby at umbc.edu (Joe Kirby) Date: Tue, 15 Jul 2014 16:49:55 -0400 Subject: [rt-users] Help with setting RT Due Date Message-ID: <0B4617BE-472F-4691-99D7-467653E00C69@umbc.edu> I have a need to prompt the user for the desired need by date at ticket creation. I did not see how to use the RT due date so I created a field called Need-By-Date and set it up as Mandatory and Select Date. I need to set the RT Due Date to this value and I keep getting errors of various kinds. I did look through the wiki and found AddDays, etc. functions but really did not see anything that would achieve this. Can you help? Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Tue Jul 15 22:16:08 2014 From: alex at peters.net (Alex Peters) Date: Wed, 16 Jul 2014 12:16:08 +1000 Subject: [rt-users] Help with setting RT Due Date In-Reply-To: <0B4617BE-472F-4691-99D7-467653E00C69@umbc.edu> References: <0B4617BE-472F-4691-99D7-467653E00C69@umbc.edu> Message-ID: Entry of due date is possible at ticket creation by clicking the Details "tab" at the top right of the form. On 16/07/2014 6:50 am, "Joe Kirby" wrote: > I have a need to prompt the user for the desired need by date at ticket > creation. I did not see how to use the RT due date so I created a field > called Need-By-Date and set it up as Mandatory and Select Date. > > I need to set the RT Due Date to this value and I keep getting errors of > various kinds. > > I did look through the wiki and found AddDays, etc. functions but really > did not see anything that would achieve this. > > Can you help? > > Thanks > > Joe > > Joe Kirby , Assistant Vice President, Business Systems > Division of Information Technology (DoIT) > Support Response - http://www.umbc.edu/doit > Administration 627 > Office - 410-455-3020 > Email - kirby at umbc.edu > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Tue Jul 15 22:21:00 2014 From: alex at peters.net (Alex Peters) Date: Wed, 16 Jul 2014 12:21:00 +1000 Subject: [rt-users] User/Summary.html not showing CF's In-Reply-To: <2BEAF89E-3395-4B93-8535-438094D78315@gmail.com> References: <80305955-54A2-4B9B-AA2D-C0D44805672F@gmail.com> <2BEAF89E-3395-4B93-8535-438094D78315@gmail.com> Message-ID: I don't think it's possible to adjust visible custom fields per user group on user summary pages out of the box. You could modify the user summary page code to not show custom fields of a certain name or group type, and/or for users in a certain group. There is some RT_Config setting to group custom fields, which may or may not be of use in doing the above. On 12/07/2014 4:04 am, "Al Joslin" wrote: > > Yes, changing the $UserSummaryExtraInfo did make the fields visible, thanks > > My problem at this point is that I have two classes of users - customers: > which have need of many custom fields on their records, and staff: who > should not have any of those fields shown > > How can I hide those custom fields when displaying Staff records ? > > thanks > Al; > > > > On Jul 10, 2014, at 8:49 PM, Alex Peters wrote: > > New fields need to be added explicitly on the User Summary page. As far > as I know, it's not a rights issue. > > Does changing the $UserSummaryExtraInfo config value solve your problem? > > Personally I try to debug rights issues by determining and then inspecting > the relevant code. There are probably more efficient ways. > On 11/07/2014 6:03 am, "Al Joslin" wrote: > >> I've defined some User CF's, I've enabled the CFs & given Everyone >> 'SeeCustomField' permission via global user permissions >> >> When a NonPrivileged user logs in - they cannot see their own custom >> fields >> >> When a Privileged user logs in - they cannot see their own custom fields, >> nor those of Non-Privileged users >> >> What am I doing wrong, and how do I debug Rights problems ? >> >> Thanks >> Al; >> -- >> RT Training - Boston, September 9-10 >> http://bestpractical.com/training >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Tue Jul 15 22:23:27 2014 From: alex at peters.net (Alex Peters) Date: Wed, 16 Jul 2014 12:23:27 +1000 Subject: [rt-users] a configuration manager/plugin for RT In-Reply-To: References: <27070F64-0144-4979-8EEE-D3059FF5DA5E@gmail.com> Message-ID: Please report these errors and warnings, because anything that ships directly with RT 4.2 should definitely be fully supported by RT 4.2. On 16/07/2014 12:48 am, "R?mi" wrote: > Hi Al, > I'm in the same situation and I'm looking for something to "transfer" > configuration for one instance to another. > I've found that RT comes with a tool apparently intended to do that : > rt-dump-metadata > https://bestpractical.com/docs/rt/4.2/rt-dump-metadata.html > > I've just made a little test right now and have a lot of errors/warnings, > don't now if it is full compatible with 4.2 > > R?mi > > > 2014-07-15 15:04 GMT+02:00 Al Joslin : > >> Am I correct in thinking that there is no easy way to transfer >> configuration changes from one RT installation (test/dev) to another (prod) >> ? >> >> Unless someone has already written a plugin that will programmatically >> apply sets of configuration changes, (or, silicon gods willing, it could >> diff installations?) >> >> I find myself doing an awful lot of configuration as I learn RT and set >> it up for different groups with different needs within our company -- and I >> realized with dismay that I'm going to have to build up a clean install and >> re-do only the required configs for a production version... Not having >> kept a log of what I tried and marking those attempts that worked, it's >> going to be a bit of a slog. >> >> So, are there any suggestions or best practice references that anyone can >> give ? >> >> thanks >> al; >> >> -- >> RT Training - Boston, September 9-10 >> http://bestpractical.com/training >> > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jvdwege at xs4all.nl Wed Jul 16 05:00:01 2014 From: jvdwege at xs4all.nl (Joop) Date: Wed, 16 Jul 2014 11:00:01 +0200 Subject: [rt-users] a configuration manager/plugin for RT In-Reply-To: References: <27070F64-0144-4979-8EEE-D3059FF5DA5E@gmail.com> Message-ID: <53C63F11.9010701@xs4all.nl> On 16-7-2014 4:23, Alex Peters wrote: > > Please report these errors and warnings, because anything that ships > directly with RT 4.2 should definitely be fully supported by RT 4.2. > Don't know if I'm seeing the same errors but here are mine which suprised me quite a bit when running rt-dump-metadata [22390] [Wed Jul 16 08:52:21 2014] [warning]: DBD::Pg::st execute failed: ERROR: column "privatekey" does not exist LINE 1: SELECT privatekey FROM Users WHERE id = $1 ^ at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509) [22390] [Wed Jul 16 08:52:21 2014] [warning]: RT::Handle=HASH(0x2d51f68) couldn't execute the query 'SELECT privatekey FROM Users WHERE id = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522. DBIx::SearchBuilder::Handle::SimpleQuery() called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 714 DBIx::SearchBuilder::Record::__Value() called at /opt/rt4/sbin/../lib/RT/Record.pm line 644 RT::Record::__Value() called at ./sbin/rt-dump-metadata line 174 (/usr/local/share/perl/5.10.1/Carp.pm:103) I haven't the faintest idea where 'privatekey' is coming from. It certainly isn't in my users table (pgpkey is). I'm running rt-4.0.20 and rt-4.2.5 and both have the same problem only when invoked with the '-a' flag. Running it without any parameters seems to produce valid output but also those warnings. Joop From cloos at netcologne.de Wed Jul 16 05:18:53 2014 From: cloos at netcologne.de (Christian Loos) Date: Wed, 16 Jul 2014 11:18:53 +0200 Subject: [rt-users] a configuration manager/plugin for RT In-Reply-To: <53C63F11.9010701@xs4all.nl> References: <27070F64-0144-4979-8EEE-D3059FF5DA5E@gmail.com> <53C63F11.9010701@xs4all.nl> Message-ID: <53C6437D.9060901@netcologne.de> Am 16.07.2014 11:00, schrieb Joop: > On 16-7-2014 4:23, Alex Peters wrote: >> >> Please report these errors and warnings, because anything that ships >> directly with RT 4.2 should definitely be fully supported by RT 4.2. >> > Don't know if I'm seeing the same errors but here are mine which > suprised me quite a bit when running rt-dump-metadata > [22390] [Wed Jul 16 08:52:21 2014] [warning]: DBD::Pg::st execute > failed: ERROR: column "privatekey" does not exist > LINE 1: SELECT privatekey FROM Users WHERE id = $1 > ^ at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line > 509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509) > [22390] [Wed Jul 16 08:52:21 2014] [warning]: RT::Handle=HASH(0x2d51f68) > couldn't execute the query 'SELECT privatekey FROM Users WHERE id = ?' > at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522. > DBIx::SearchBuilder::Handle::SimpleQuery() called at > /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 714 > DBIx::SearchBuilder::Record::__Value() called at > /opt/rt4/sbin/../lib/RT/Record.pm line 644 > RT::Record::__Value() called at ./sbin/rt-dump-metadata line 174 > (/usr/local/share/perl/5.10.1/Carp.pm:103) > > I haven't the faintest idea where 'privatekey' is coming from. It > certainly isn't in my users table (pgpkey is). I'm running rt-4.0.20 and > rt-4.2.5 and both have the same problem only when invoked with the '-a' > flag. > Running it without any parameters seems to produce valid output but also > those warnings. > > Joop > There is already a bug report open for this [1] and a branch with only one commit [2] which needs review. Chris [1] http://issues.bestpractical.com/Ticket/Display.html?id=22465 [2] https://github.com/bestpractical/rt/commit/51ebb3affde6195fa3ce00e7a1343ba7e7971385 From webmaster at dkeith.com Wed Jul 16 07:15:48 2014 From: webmaster at dkeith.com (Derek keith) Date: Wed, 16 Jul 2014 12:15:48 +0100 Subject: [rt-users] HTML email with inline images. Message-ID: Hello List Have just installed a clean RT4.2.5 system running on centos. I'm testing at the moment and have run into issues with HTML formatted email. Scenario1 I'm using fetchmail to pull email form google via imap Google appears to be creating a plain text version of all html formatted email. when the email reaches the ticket in RT the plain text email is listed but not displays anything and the HTML formatted email is displayed correctly. then the inline images are listed below as in screenshot. http://static.bestpractical.com/blog/whats-new-in-4.2/ticket-history-inline-image.png OK Problem1 The Autoreply in HTML is replying with only the first plaintext part of the email inside 
 html tags.it completely ignores the html part.
Think this may be what
http://lists.bestpractical.com/pipermail/rt-users/2014-June/083637.html may
be experiencing.

Scenario 2
I'm using fetchmail to pull email form exchange via imap
when the email reaches the ticket in RT the HTML formatted email is
displayed correctly. Then the inline images are listed.  Good

Problem2
The Autoreply in HTML is replying, however the inline images have not been
added to the email so are displayed as empty boxes with red crosses. :(

Have I missed something?

This at the moment is a bit of a show stopper as our customer user base
mostly use html formatted emails from outlook clients.

Improvements.
It would be nice if there was an option for inline pictures not to be
listed as attachments. only list files that have been attached such as
pdf's spreadsheets, photos, documents etc. similar to how outlook works at
present.

Hopefully someone can help with pointer in the right direction.
Derek
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From Kevin.Curtis at farsite.com  Wed Jul 16 07:24:55 2014
From: Kevin.Curtis at farsite.com (Kevin Curtis)
Date: Wed, 16 Jul 2014 12:24:55 +0100
Subject: [rt-users] HTML email with inline images.
In-Reply-To: 
References: 
Message-ID: 

Hi Derek,
    We had a similar problem as well, and we submitted a simple change to Transaction.pm that solved the problem for us.

See In Line Images in Emails.
The change was submitted on 2nd June 2014


Regards

Kevin

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Derek keith
Sent: 16 July 2014 12:16
To: rt-users at lists.bestpractical.com
Subject: [rt-users] HTML email with inline images.

Hello List
Have just installed a clean RT4.2.5 system running on centos.
I'm testing at the moment and have run into issues with HTML formatted email.
Scenario1
I'm using fetchmail to pull email form google via imap
Google appears to be creating a plain text version of all html formatted email.
when the email reaches the ticket in RT the plain text email is listed but not displays anything and the HTML formatted email is displayed correctly. then the inline images are listed below as in screenshot. http://static.bestpractical.com/blog/whats-new-in-4.2/ticket-history-inline-image.png OK
Problem1
The Autoreply in HTML is replying with only the first plaintext part of the email inside 
 html tags.it completely ignores the html part.
Think this may be what http://lists.bestpractical.com/pipermail/rt-users/2014-June/083637.html may be experiencing.

Scenario 2
I'm using fetchmail to pull email form exchange via imap
when the email reaches the ticket in RT the HTML formatted email is displayed correctly. Then the inline images are listed.  Good
Problem2
The Autoreply in HTML is replying, however the inline images have not been added to the email so are displayed as empty boxes with red crosses. :(
Have I missed something?
This at the moment is a bit of a show stopper as our customer user base mostly use html formatted emails from outlook clients.
Improvements.
It would be nice if there was an option for inline pictures not to be listed as attachments. only list files that have been attached such as pdf's spreadsheets, photos, documents etc. similar to how outlook works at present.
Hopefully someone can help with pointer in the right direction.
Derek
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From optimints at gmail.com  Wed Jul 16 07:43:49 2014
From: optimints at gmail.com (pj loh)
Date: Wed, 16 Jul 2014 19:43:49 +0800
Subject: [rt-users] Triggering an API call to external application
Message-ID: 

Hi,

I'd like to, at the creation of a ticket, trigger an external application's
API. The external application expects HTTP GET/ POST requests and returns
results via the same way, so I'm wondering if it's possible to do that via
scrips. Since there are modules such as LWP in PERL, I'm wondering if I can
use that, but I'd like to see if this has been done (and how).

Can anyone point me in the right direction if this is possible?

Thanks,
PJ
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From mirebob at gmail.com  Wed Jul 16 08:13:57 2014
From: mirebob at gmail.com (=?UTF-8?B?UsOpbWk=?=)
Date: Wed, 16 Jul 2014 14:13:57 +0200
Subject: [rt-users] a configuration manager/plugin for RT
In-Reply-To: <53C6437D.9060901@netcologne.de>
References: <27070F64-0144-4979-8EEE-D3059FF5DA5E@gmail.com>
	
	
	<53C63F11.9010701@xs4all.nl> <53C6437D.9060901@netcologne.de>
Message-ID: 

In addition to the "pivatekey" errors for the users, I've also this error
concerning the templates :

[10040] [Wed Jul 16 12:07:07 2014] [warning]: DBD::Pg::st execute failed:
ERREUR:  la fonction lower(integer) n'existe pas
LIGNE 1 : SELECT  * FROM Templates WHERE LOWER(Id) = LOWER($1)
                                         ^
ASTUCE : Aucune fonction ne correspond au nom donn? et aux types
d'arguments.
Vous devez ajouter des conversions explicites de type. at
/usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 589.
(/usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm:589)
[10040] [Wed Jul 16 12:07:07 2014] [warning]: RT::Handle=HASH(0xfe55e0)
couldn't execute the query 'SELECT  * FROM Templates WHERE LOWER(Id) =
LOWER(?)' at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line
602.
        DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0xfe55e0),
"SELECT  * FROM Templates WHERE LOWER(Id) = LOWER(?)", "Admin Comment in
HTML") called at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Record.pm
line 1234

DBIx::SearchBuilder::Record::_LoadFromSQL(RT::Template=HASH(0x7186be8),
"SELECT  * FROM Templates WHERE LOWER(Id) = LOWER(?)", "Admin Comment in
HTML") called at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Record.pm
line 1153

DBIx::SearchBuilder::Record::LoadByCols(RT::Template=HASH(0x7186be8),
"LOWER(Id)", HASH(0x7144b68)) called at
/usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Record/Cachable.pm line 120

DBIx::SearchBuilder::Record::Cachable::LoadByCols(RT::Template=HASH(0x7186be8),
"LOWER(Id)", HASH(0x7144b68)) called at /opt/rt4/sbin/../lib/RT/Record.pm
line 417
        RT::Record::LoadByCols(RT::Template=HASH(0x7186be8), "Id", "Admin
Comment in HTML") called at /opt/rt4/sbin/rt-dump-metadata line 175
(/usr/local/share/perl/5.14.2/Carp.pm:169)

I'm using a pg database, mysql may be more permissive with the function
lower().

And to be complete I also have some warnings complaining about deprecating
functions

[10373] [Wed Jul 16 12:11:34 2014] [warning]: The function RT::Group::Type
is deprecated, and will be removed in RT 4.4.  You should use Name
instead.  Call stack:
        RT::Group::Type(RT::Group=HASH(0x6f92e48)) called at
/opt/rt4/sbin/rt-dump-metadata line 236 (/opt/rt4/sbin/../lib/RT.pm:955)
[10373] [Wed Jul 16 12:11:34 2014] [warning]: The function
RT::CustomField::AppliedTo is deprecated, and will be removed in RT 4.4.
You should use AddedTo instead.  Call stack:
        RT::CustomField::AppliedTo(RT::CustomField=HASH(0x6f161f0)) called
at /opt/rt4/sbin/rt-dump-metadata line 197 (/opt/rt4/sbin/../lib/RT.pm:955)


Regards,
R?mi







2014-07-16 11:18 GMT+02:00 Christian Loos :

> Am 16.07.2014 11:00, schrieb Joop:
> > On 16-7-2014 4:23, Alex Peters wrote:
> >>
> >> Please report these errors and warnings, because anything that ships
> >> directly with RT 4.2 should definitely be fully supported by RT 4.2.
> >>
> > Don't know if I'm seeing the same errors but here are mine which
> > suprised me quite a bit when running rt-dump-metadata
> > [22390] [Wed Jul 16 08:52:21 2014] [warning]: DBD::Pg::st execute
> > failed: ERROR:  column "privatekey" does not exist
> > LINE 1: SELECT privatekey FROM Users WHERE id = $1
> >                ^ at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line
> > 509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509)
> > [22390] [Wed Jul 16 08:52:21 2014] [warning]: RT::Handle=HASH(0x2d51f68)
> > couldn't execute the query 'SELECT privatekey FROM Users WHERE id = ?'
> > at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522.
> >         DBIx::SearchBuilder::Handle::SimpleQuery() called at
> > /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 714
> >         DBIx::SearchBuilder::Record::__Value() called at
> > /opt/rt4/sbin/../lib/RT/Record.pm line 644
> >         RT::Record::__Value() called at ./sbin/rt-dump-metadata line 174
> > (/usr/local/share/perl/5.10.1/Carp.pm:103)
> >
> > I haven't the faintest idea where 'privatekey' is coming from. It
> > certainly isn't in my users table (pgpkey is). I'm running rt-4.0.20 and
> > rt-4.2.5 and both have the same problem only when invoked with the '-a'
> > flag.
> > Running it without any parameters seems to produce valid output but also
> > those warnings.
> >
> > Joop
> >
>
> There is already a bug report open for this [1] and a branch with only
> one commit [2] which needs review.
>
> Chris
>
> [1] http://issues.bestpractical.com/Ticket/Display.html?id=22465
> [2]
>
> https://github.com/bestpractical/rt/commit/51ebb3affde6195fa3ce00e7a1343ba7e7971385
> --
> RT Training - Boston, September 9-10
> http://bestpractical.com/training
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From andrius.kulbis at gmail.com  Wed Jul 16 09:30:48 2014
From: andrius.kulbis at gmail.com (andriusk)
Date: Wed, 16 Jul 2014 06:30:48 -0700 (PDT)
Subject: [rt-users] JSON data from chart query
Message-ID: <1405517448052-57936.post@n7.nabble.com>

Hello,

How can I get data in JSON format from REST or other way using the query
used to form the chart?

Regards



--
View this message in context: http://requesttracker.8502.n7.nabble.com/JSON-data-from-chart-query-tp57936.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From webmaster at dkeith.com  Wed Jul 16 10:22:20 2014
From: webmaster at dkeith.com (Derek keith)
Date: Wed, 16 Jul 2014 15:22:20 +0100
Subject: [rt-users] HTML email with inline images.
In-Reply-To: 
References: 
	
Message-ID: 

Thanks Kevin

That appears to have fixed Problem1.

Now just need to get inline pictures to show on the email.

derek




On 16 July 2014 12:24, Kevin Curtis  wrote:

> Hi Derek,
>
>     We had a similar problem as well, and we submitted a simple change to
> Transaction.pm that solved the problem for us.
>
>
>
> See In Line Images in Emails.
>
> The change was submitted on 2nd June 2014
>
>
>
>
>
> Regards
>
>
>
> Kevin
>
>
>
> *From:* rt-users [mailto:rt-users-bounces at lists.bestpractical.com] *On
> Behalf Of *Derek keith
> *Sent:* 16 July 2014 12:16
> *To:* rt-users at lists.bestpractical.com
> *Subject:* [rt-users] HTML email with inline images.
>
>
>
> Hello List
>
> Have just installed a clean RT4.2.5 system running on centos.
>
> I'm testing at the moment and have run into issues with HTML formatted
> email.
>
> Scenario1
>
> I'm using fetchmail to pull email form google via imap
>
> Google appears to be creating a plain text version of all html formatted
> email.
>
> when the email reaches the ticket in RT the plain text email is listed but
> not displays anything and the HTML formatted email is displayed correctly.
> then the inline images are listed below as in screenshot.
> http://static.bestpractical.com/blog/whats-new-in-4.2/ticket-history-inline-image.png
> OK
>
> Problem1
>
> The Autoreply in HTML is replying with only the first plaintext part of
> the email inside 
 html tags.it completely ignores the html part.
>
> Think this may be what
> http://lists.bestpractical.com/pipermail/rt-users/2014-June/083637.html
> may be experiencing.
>
>
>
> Scenario 2
>
> I'm using fetchmail to pull email form exchange via imap
> when the email reaches the ticket in RT the HTML formatted email is
> displayed correctly. Then the inline images are listed.  Good
>
> Problem2
> The Autoreply in HTML is replying, however the inline images have not been
> added to the email so are displayed as empty boxes with red crosses. :(
>
> Have I missed something?
>
> This at the moment is a bit of a show stopper as our customer user base
> mostly use html formatted emails from outlook clients.
>
> Improvements.
>
> It would be nice if there was an option for inline pictures not to be
> listed as attachments. only list files that have been attached such as
> pdf's spreadsheets, photos, documents etc. similar to how outlook works at
> present.
>
> Hopefully someone can help with pointer in the right direction.
>
> Derek
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From elacour at easter-eggs.com  Wed Jul 16 10:35:47 2014
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 16 Jul 2014 16:35:47 +0200
Subject: [rt-users] HTML email with inline images.
In-Reply-To: 
References: 
	
	
Message-ID: <20140716143547.GC5053@easter-eggs.com>

On Wed, Jul 16, 2014 at 03:22:20PM +0100, Derek keith wrote:
>    Thanks Kevin
> 
>    That appears to have fixed Problem1.
> 
>    Now just need to get inline pictures to show on the email.
> 

you may have a look at the last patch here:

http://issues.bestpractical.com/Ticket/Display.html?id=29967



-- 
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 alex at peters.net  Wed Jul 16 10:44:50 2014
From: alex at peters.net (Alex Peters)
Date: Thu, 17 Jul 2014 00:44:50 +1000
Subject: [rt-users] Triggering an API call to external application
In-Reply-To: 
References: 
Message-ID: 

The cleanest way would be through a scrip, as you correctly suspected.
 Simply write Perl code to call the API in the required manner, probably
using LWP::UserAgent (or possibly WWW::Mechanize).


On 16 July 2014 21:43, pj loh  wrote:

> Hi,
>
> I'd like to, at the creation of a ticket, trigger an external
> application's API. The external application expects HTTP GET/ POST requests
> and returns results via the same way, so I'm wondering if it's possible to
> do that via scrips. Since there are modules such as LWP in PERL, I'm
> wondering if I can use that, but I'd like to see if this has been done (and
> how).
>
> Can anyone point me in the right direction if this is possible?
>
> Thanks,
> PJ
>
> --
> RT Training - Boston, September 9-10
> http://bestpractical.com/training
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From alex at peters.net  Wed Jul 16 10:45:31 2014
From: alex at peters.net (Alex Peters)
Date: Thu, 17 Jul 2014 00:45:31 +1000
Subject: [rt-users] Fwd:  Help with setting RT Due Date
In-Reply-To: 
References: <0B4617BE-472F-4691-99D7-467653E00C69@umbc.edu>
	
	
Message-ID: 

---------- Forwarded message ----------
From: Joe Kirby 
Date: 16 July 2014 21:24
Subject: Re: [rt-users] Help with setting RT Due Date
To: Alex Peters 


Thank you. I had forgotten that but in the end I still have the issue of
trying to update the due date from a CF because I have a web form that
captures this data and I need to populate the due date field

Thank you for responding

Joe

Joe Kirby ,  Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response -   http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - kirby at umbc.edu

On Jul 15, 2014, at 10:16 PM, Alex Peters  wrote:

Entry of due date is possible at ticket creation by clicking the Details
"tab" at the top right of the form.
On 16/07/2014 6:50 am, "Joe Kirby"  wrote:

> I have a need to prompt the user for the desired need by date at ticket
> creation. I did not see how to use the RT due date so I created a field
> called Need-By-Date and set it up as Mandatory and Select Date.
>
> I need to set the RT Due Date to this value and I keep getting errors of
> various kinds.
>
> I did look through the wiki and found AddDays, etc. functions but really
> did not see anything that would achieve this.
>
> Can you help?
>
> Thanks
>
> Joe
>
>  Joe Kirby ,  Assistant Vice President, Business Systems
> Division of Information Technology (DoIT)
> Support Response -   http://www.umbc.edu/doit
> Administration 627
> Office - 410-455-3020
> Email - kirby at umbc.edu
>
>
> --
> RT Training - Boston, September 9-10
> http://bestpractical.com/training
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From Kevin.Curtis at farsite.com  Wed Jul 16 10:46:45 2014
From: Kevin.Curtis at farsite.com (Kevin Curtis)
Date: Wed, 16 Jul 2014 15:46:45 +0100
Subject: [rt-users] HTML email with inline images.
In-Reply-To: 
References: 
	
	
Message-ID: 

Hi Derek,
    Just tried a quick test, and now I see that in the first response from RT the images seem to get mislaid, but in all subsequent correspondence, any further images added are ok.

I guess I didn?t notice this here because we manage the creation of tickets on behalf of the customer, and then after that everything is ok.

If you come up with the answer we would be interested in implementing it here.

Another annoying features was the placement of ?!? characters in the emails, which we also solved with another update that we submitted, see

Problems with ! in html format emails   dated  June 5th.

Regards

Kevin

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Derek keith
Sent: 16 July 2014 15:22
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] HTML email with inline images.

Thanks Kevin

That appears to have fixed Problem1.
Now just need to get inline pictures to show on the email.
derek


On 16 July 2014 12:24, Kevin Curtis > wrote:
Hi Derek,
    We had a similar problem as well, and we submitted a simple change to Transaction.pm that solved the problem for us.

See In Line Images in Emails.
The change was submitted on 2nd June 2014


Regards

Kevin

From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Derek keith
Sent: 16 July 2014 12:16
To: rt-users at lists.bestpractical.com
Subject: [rt-users] HTML email with inline images.

Hello List
Have just installed a clean RT4.2.5 system running on centos.
I'm testing at the moment and have run into issues with HTML formatted email.
Scenario1
I'm using fetchmail to pull email form google via imap
Google appears to be creating a plain text version of all html formatted email.
when the email reaches the ticket in RT the plain text email is listed but not displays anything and the HTML formatted email is displayed correctly. then the inline images are listed below as in screenshot. http://static.bestpractical.com/blog/whats-new-in-4.2/ticket-history-inline-image.png OK
Problem1
The Autoreply in HTML is replying with only the first plaintext part of the email inside 
 html tags.it completely ignores the html part.
Think this may be what http://lists.bestpractical.com/pipermail/rt-users/2014-June/083637.html may be experiencing.

Scenario 2
I'm using fetchmail to pull email form exchange via imap
when the email reaches the ticket in RT the HTML formatted email is displayed correctly. Then the inline images are listed.  Good
Problem2
The Autoreply in HTML is replying, however the inline images have not been added to the email so are displayed as empty boxes with red crosses. :(
Have I missed something?
This at the moment is a bit of a show stopper as our customer user base mostly use html formatted emails from outlook clients.
Improvements.
It would be nice if there was an option for inline pictures not to be listed as attachments. only list files that have been attached such as pdf's spreadsheets, photos, documents etc. similar to how outlook works at present.
Hopefully someone can help with pointer in the right direction.
Derek

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From alex at peters.net  Wed Jul 16 10:57:44 2014
From: alex at peters.net (Alex Peters)
Date: Thu, 17 Jul 2014 00:57:44 +1000
Subject: [rt-users] Help with setting RT Due Date
In-Reply-To: 
References: <0B4617BE-472F-4691-99D7-467653E00C69@umbc.edu>
	
	
	
Message-ID: 

You can use something like:

$self->TicketObj->FirstCustomFieldValue('Need-By-Date')

to retrieve the value of the custom field.  Because the custom field is
free-form text and the date could be entered in any format, it is probably
wisest to run the field through an RT::Date object (to manage the free-form
parsing via Time::ParseDate) and then apply that to the ticket:

my $date = RT::Date->new($self->TransactionObj->CreatorObj);
$date->Set(
    Value => $self->TicketObj->FirstCustomFieldValue('Need-By-Date'),
    Format => 'unknown',
);
$self->TicketObj->SetDue($date->ISO);

This code is untested and doesn't take into account an unparseable date.  I
would guess that if the user enters an unparseable date, the Due date will
simply remain unset.

You mention "errors of various kinds" in your earlier post.  It could be
useful to see both those errors and the code triggering those errors.


On 17 July 2014 00:45, Alex Peters  wrote:

> ---------- Forwarded message ----------
> From: Joe Kirby 
> Date: 16 July 2014 21:24
> Subject: Re: [rt-users] Help with setting RT Due Date
> To: Alex Peters 
>
>
> Thank you. I had forgotten that but in the end I still have the issue of
> trying to update the due date from a CF because I have a web form that
> captures this data and I need to populate the due date field
>
> Thank you for responding
>
> Joe
>
>  Joe Kirby ,  Assistant Vice President, Business Systems
> Division of Information Technology (DoIT)
> Support Response -   http://www.umbc.edu/doit
> Administration 627
> Office - 410-455-3020
> Email - kirby at umbc.edu
>
> On Jul 15, 2014, at 10:16 PM, Alex Peters  wrote:
>
> Entry of due date is possible at ticket creation by clicking the Details
> "tab" at the top right of the form.
> On 16/07/2014 6:50 am, "Joe Kirby"  wrote:
>
>> I have a need to prompt the user for the desired need by date at ticket
>> creation. I did not see how to use the RT due date so I created a field
>> called Need-By-Date and set it up as Mandatory and Select Date.
>>
>> I need to set the RT Due Date to this value and I keep getting errors of
>> various kinds.
>>
>> I did look through the wiki and found AddDays, etc. functions but really
>> did not see anything that would achieve this.
>>
>> Can you help?
>>
>> Thanks
>>
>> Joe
>>
>>  Joe Kirby ,  Assistant Vice President, Business Systems
>> Division of Information Technology (DoIT)
>> Support Response -   http://www.umbc.edu/doit
>> Administration 627
>> Office - 410-455-3020
>> Email - kirby at umbc.edu
>>
>>
>> --
>> RT Training - Boston, September 9-10
>> http://bestpractical.com/training
>>
>
>
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From karres at illinois.edu  Wed Jul 16 11:32:55 2014
From: karres at illinois.edu (Karres, Dean)
Date: Wed, 16 Jul 2014 15:32:55 +0000
Subject: [rt-users] rtldapimport usage
Message-ID: 

Hi,

I'm running RT-4.2.5.

I am in the central IT group in a large facility at a large university.  The facility has a "helpdesk" and we want to replace the homegrown ticketing system with RT.  I have a test platform on which I have RT installed and configured to allow anyone in the Campus AD to login as an unprivileged user.

The facility IT group has a number of "queues" in the existing ticketing system that I have already created in RT.  The IT group also has a number of facility level AD groups for various things.  For example, there is an AD group whose members are allowed to use the existing ticketing system.  There are several other special purpose AD groups just for the IT group.

I have figured out how to add the helpdesk worker's AD group using rtldapimport.  But adding the group didn't add its members.  I need to be careful when adding users as this is a large university and I do NOT want to add tens of thousands of accounts by accident.

Are there examples of using rtldapimport to import specific groups and just the group members?

Dean...K...
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From wendi413 at gmail.com  Wed Jul 16 11:51:43 2014
From: wendi413 at gmail.com (Wendi M.)
Date: Wed, 16 Jul 2014 10:51:43 -0500
Subject: [rt-users] Status '' isn't valid status for tickets in this queue
	Error
Message-ID: 

I am learning all of this as I go, but I got RT up and running some
time ago. We have been going for about a year now and just tweaking
small things as we need. I recently had a user start getting this
email

Sub: Ticket creation failed: ticket ####

Status '' isn't a valid status for tickets in this queue.

She had made a ticket in a queue as usual and tried to change the
status and received this error. I'm confused on where to even start
looking for what the problem might be? It did allow her to change the
status, but no idea why she is getting this message?

We are running RT 4.0.4 with some custom lifecycles. I have double
checked for typos in the lifecycles, but can't find anything. I'd love
to upgrade, but I am pretty lost on that process.

Thanks in advance!
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From alex at peters.net  Wed Jul 16 12:01:12 2014
From: alex at peters.net (Alex Peters)
Date: Thu, 17 Jul 2014 02:01:12 +1000
Subject: [rt-users] Status '' isn't valid status for tickets in this
	queue Error
In-Reply-To: 
References: 
Message-ID: 

Have you enabled debug logging?  The output of the log during the attempted
ticket creation could be of great assistance.

Is the problem specific to this user?  Can you confirm that she's
attempting to create the ticket via email and not via the web?  If she has
web access, do you know whether the problem exists there also?


On 17 July 2014 01:51, Wendi M.  wrote:

> I am learning all of this as I go, but I got RT up and running some time ago. We have been going for about a year now and just tweaking small things as we need. I recently had a user start getting this email
>
> Sub: Ticket creation failed: ticket ####
>
> Status '' isn't a valid status for tickets in this queue.
>
> She had made a ticket in a queue as usual and tried to change the status and received this error. I'm confused on where to even start looking for what the problem might be? It did allow her to change the status, but no idea why she is getting this message?
>
> We are running RT 4.0.4 with some custom lifecycles. I have double checked for typos in the lifecycles, but can't find anything. I'd love to upgrade, but I am pretty lost on that process.
>
> Thanks in advance!
>
>
> --
> RT Training - Boston, September 9-10
> http://bestpractical.com/training
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From alexmv at bestpractical.com  Wed Jul 16 13:24:49 2014
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 16 Jul 2014 13:24:49 -0400
Subject: [rt-users] [rt-announce] RT 4.0.21 released
Message-ID: <53C6B561.9080305@bestpractical.com>

RT 4.0.21 -- 2014-07-16
-----------------------

We are pleased to announce that RT 4.0.21 is now available.

http://download.bestpractical.com/pub/rt/release/rt-4.0.21.tar.gz
http://download.bestpractical.com/pub/rt/release/rt-4.0.21.tar.gz.sig

SHA1 sums

17ed0ac4aca9772223597f8df54745ad85a86bc5  rt-4.0.21.tar.gz
f3e76559f2f5fd5b7e925b2cfb51011f5b297856  rt-4.0.21.tar.gz.sig

This release is primarily a bugfix release; changes of note include:

General user UI
 * Granting rights to new groups no longer requires clicking in textbox
   twice in firefox (#29911)
 * Canonicalize CF values (including dates, IP addresses, and IP ranges)
   before comparing to the database value; this prevents spurious
   "changed from a to a" messages.
 * Quick Create now defaults to the lifecycle's default create status,
   instead of hardcoding "new"

Admin
 * DBD::Pg 3.3.0 conflicts with RT's UTF-8 handling; for this release,
   it has been blacklisted.  If you are using PostgreSQL as your
   database and have DBD::Pg 3.3.0 installed, you will need to download
   and install DBD::Pg 3.2.1 from CPAN.
 * rt-fulltext-indexer now locks, to prevent more than one instance from
   running at once (#17423)
 * Quiet a warning in the logo auto-color-detection.
 * Bump CGI dependency (under perl 5.20 and above, only) to quash
   warnings about CGI.pm's deprecation in core (#29053)
 * For compatibility with RT::Extension::MergeUsers, ensure that
   Shredder checks that a user (possibly resolved from a merged user) is
   valid before attempting to shred them
 * Correctly detect presence of graphviz binary (`dot`), instead of
   libgraph.so, for perl dependency calculation

Developer
 * Tests now pass again using RT_TEST_WEB_HANDLER=inline
 * ->AddCustomFieldValues no longer allows adding repeated values
   (#4553)

Documentation
 * Updated example plugins used in documentation
 * Documentation for ColumnMap
 * Correct a reference to max_allowed_packet in backup documentation
 * Document explicit steps for adding a new status to a lifecycle


A complete changelog is available from git by running:
    git log rt-4.0.20..rt-4.0.21
or visiting
    https://github.com/bestpractical/rt/compare/rt-4.0.20...rt-4.0.21
_______________________________________________
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 Jul 16 13:26:23 2014
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 16 Jul 2014 13:26:23 -0400
Subject: [rt-users] [rt-announce] RT 4.2.6 released
Message-ID: <53C6B5BF.6010607@bestpractical.com>

RT 4.2.6 -- 2014-07-16
----------------------

We are pleased to announce that RT 4.2.6 is now available.

http://download.bestpractical.com/pub/rt/release/rt-4.2.6.tar.gz
http://download.bestpractical.com/pub/rt/release/rt-4.2.6.tar.gz.asc

SHA1 sums

3a876015da1330ed58719997979c1346dca2df75  rt-4.2.6.tar.gz
527ad4a5a5918ea29c8fa128c59312239faf35d0  rt-4.2.6.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 quite
limited, it is especially important to take, and verify you can recover
from, a database backup prior to upgrading.

Also of note, it fixes a regression in 4.2.5 regarding unsetting core
date fields, and now allows HTML tables in ticket history if the
optional HTML::Gumbo module is installed.


General web UI
 * Fix a regression introduced in 4.2.4, which caused lack of formatting
   of plain text when responding via the rich text editor.
 * Allow tables in HTML mail if the optional HTML::Gumbo dependency is
   installed
 * Fix a regression in 4.2.5 which prevented core date fields (Due,
   Starts, etc) from being unset (#30180)
 * Hide empty transaction custom fields when they have no value; this
   fixes a regression in 4.2.1 where transaction custom fields began
   displaying on all transactions. (#29757)
 * Allow searching on requestor city, state, zip, and country in query
   builder (#26960)
 * Don't attempt to parse IP/Date(time) CFs if the value is NULL; this
   prevents warnings.
 * Remove border-radius: 0 to allow Firefox to use native text entry
   widgets (#28233)
 * Allow Firefox to reflow the data table below the chart on rudder
 * Whitelist user search from CSRF restrictions
 * Only include closing paren in MakeClicky link if it included an open
   paren (#29064)
 * Canonicalize CF values (including dates, IP addresses, and IP ranges)
   before comparing to the database value; this prevents spurious
   "changed from a to a" messages.
 * Allow downloading 0-length files if they have a filename (#9050)
 * Quick Create now defaults to the lifecycle's default create status,
   instead of hardcoding "new"
 * Show Wikitext CFs in bulk update
 * Add autocompletion to link boxes on bulk update

Internationalization
 * Add localization strings for Articles admin pages
 * Add localization strings for user "Create Ticket" user summary
   portlet
 * Add new #loc{key} form, to allow for more concise Lifecyles in config
 * Updated German translation

Web administration
 * Provide a default Category on External custom fields, for performance
 * Provide a new "Notify Owner or AdminCCs" action
 * Move search widgets for custom field admin interface to the top of
   the page, to match other admin pages
 * Use "LIKE" as the default search operator in the queue admin
   interface
 * Enable searching by Lifecycle and SubjectTag in the queue admin
   interface
 * Add SubjectTag to the default AdminSearchResultFormat for queues
 * Move Disabled to the last column of the default Queue admin search
   result format, to match Scrips
 * Add Disabled column to AdminSearchResultFormat for Classes,
   CustomFields, Groups, and Users
 * Add Disabled ColumnMap entry for Classes, Groups, and Users
 * Prevent RT from locking up if a too-large image was uploaded for the
   logo (#29929)
 * Fix bugs in cascaded CFs of radio buttons and checkboxes when
   categories contained spaces or periods.
 * Quiet "No valid Type specified" warnings from queue watcher page for
   user search results that were left blank (#29993)

Server administration
 * DBD::Pg 3.3.0 conflicts with RT's UTF-8 handling; for this release,
   it has been blacklisted.  If you are using PostgreSQL as your
   database and have DBD::Pg 3.3.0 installed, you will need to download
   and install DBD::Pg 3.2.1 from CPAN.
 * Allow the validator to fix incorrect values for Owner (#28403)
 * Fix a regression in 4.2.5 which caused errors when calling
   rt-crontool with a numeric --template argument.
 * Quiet warnings in the 4.2.2 upgrade step for users upgrading from
   4.0.x
 * Add not_member_of restriction for User shredder plugin
 * Warnings avoidance for RT::Attachments->Address when run as the
   System User
 * Update logo attribute as the current user, to allow auditing of who
   changed it last
 * Alter Links table on MySQL to support Unicode URLs (#19338)
 * Warn on non-ASCII right names (#19339)
 * Support Sphinx builds compiled with --enable-id64
 * For compatibility with RT::Extension::MergeUsers, ensure that
   Shredder checks that a user (possibly resolved from a merged user) is
   valid before attempting to shred them
 * Correctly detect presence of graphviz binary (`dot`), instead of
   libgraph.so, for perl dependency calculation
 * When merging instances with identical $Organization values, do not
   qualify groups and queues

Developer
 * Move AboutThisUser callback back to /Ticket/Elements/ShowGroupMembers
   where it appears to originate, from where RT 4.2.0 accidentally moved
   it, /Elements/ShowPrincipal/AboutThisUser
 * Move all runtime module loading to UNIVERSAL::require
 * Correct error message from RT::Date->Timezone
 * Simplify code to assume Postgres 8.4, as RT 4.2 requires
 * Add more class and id attributes to user admin pages and preferences
 * Pass right number of arguments to sprintf, for Perl 5.22
   compatibility
 * Move sbin/rt-message-catalog into devel/tools and streamline to unify
   with Launchpad import format
 * Adjust more tests for RT_TEST_WEB_HANDLER=inline
 * Remove dependency checks in t/, as they are covered by required
   developer dependencies

Documentation
 * Improved documentation for RT::Date
 * Link POD, URLs, and emails in HTML generated from README
 * Document "Satisfy any" technique for allowing rt-mailgate to post to
   RT when $WebRemoteUserAuth and Apache authentication is used
 * Document explicit steps for adding a new status to a lifecycle

A complete changelog is available from git by running:
    git log rt-4.2.5..rt-4.2.6
or visiting
    https://github.com/bestpractical/rt/compare/rt-4.2.5...rt-4.2.6
_______________________________________________
rt-announce mailing list
rt-announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce


From borepstein at gmail.com  Wed Jul 16 14:54:48 2014
From: borepstein at gmail.com (Boris Epstein)
Date: Wed, 16 Jul 2014 14:54:48 -0400
Subject: [rt-users] using RT to run complex queries
Message-ID: 

Hello all,

I am wondering if I could do something like this via the rt CLI:

1) List all users

2) List all tickets including the resolved one

3) List all tickets filed by a user whose city is, for instance, Chicago.

etc.

Thanks.

Boris.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From hef at pbrfrat.com  Wed Jul 16 15:28:40 2014
From: hef at pbrfrat.com (Hef)
Date: Wed, 16 Jul 2014 14:28:40 -0500
Subject: [rt-users] Optional Modules
Message-ID: 

I just saw the release notes for 4.2.6 and HTML::Gumbo was listed as an
optional module.

Is there a list of Optional Modules somewhere?

I was unable to locate a list on the website.

--hef
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From alexmv at bestpractical.com  Wed Jul 16 16:19:39 2014
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 16 Jul 2014 16:19:39 -0400
Subject: [rt-users] Optional Modules
In-Reply-To: 
References: 
Message-ID: <53C6DE5B.5010302@bestpractical.com>

On 07/16/2014 03:28 PM, Hef wrote:
> I just saw the release notes for 4.2.6 and HTML::Gumbo was listed as an
> optional module.
> 
> Is there a list of Optional Modules somewhere?

For the most part, optional dependencies are controlled by
configure-time options, or documented in RT_SiteConfig.pm.  We perhaps
should add a configure-time option for HTML::Gumbo, to make it more
prominent than a mere mention by PreferRichText in RT_Config.pm.  Since
we don't add required dependencies during a stable series, adding an
optional dependency is how we sneak in things that are (in truth) new
features, but don't want to wait until the next major series.

The current set of runtime optional dependencies is:
 * Graphviz - Controlled via the --enable-graphviz option to configure,
enables ticket relationship graphs
 * GD - Controlled via the --enable-gd option to configure, enables bar
and pie charts in reports
 * GnuPG::Interface - Controlled via the --enable-gnupg option to
configure, enables RT's GnuPG integration
 * Encode::Guess - Documented in RT_Config.pm, used to guess unknown
input encodings from a fixed list
 * Encode::Detect::Detector - Documented in RT_Config.pm, used to guess
unknown input encodings by examining the bytes
 * HTML::Gumbo - Documented in RT_Config.pm, used to sanitize HTML
before display, which allows for display of tables in HTML mail

 - Alex


From optimints at gmail.com  Wed Jul 16 20:20:55 2014
From: optimints at gmail.com (pj loh)
Date: Thu, 17 Jul 2014 08:20:55 +0800
Subject: [rt-users] Triggering an API call to external application
In-Reply-To: 
References: 
	
Message-ID: 

Hi Alex,

Thanks. Will look into these

PJ


On 16 July 2014 22:44, Alex Peters  wrote:

> The cleanest way would be through a scrip, as you correctly suspected.
>  Simply write Perl code to call the API in the required manner, probably
> using LWP::UserAgent (or possibly WWW::Mechanize).
>
>
> On 16 July 2014 21:43, pj loh  wrote:
>
>> Hi,
>>
>> I'd like to, at the creation of a ticket, trigger an external
>> application's API. The external application expects HTTP GET/ POST requests
>> and returns results via the same way, so I'm wondering if it's possible to
>> do that via scrips. Since there are modules such as LWP in PERL, I'm
>> wondering if I can use that, but I'd like to see if this has been done (and
>> how).
>>
>> Can anyone point me in the right direction if this is possible?
>>
>> Thanks,
>> PJ
>>
>> --
>> RT Training - Boston, September 9-10
>> http://bestpractical.com/training
>>
>
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From joinajay1 at gmail.com  Thu Jul 17 03:28:04 2014
From: joinajay1 at gmail.com (Ajay Kumar)
Date: Thu, 17 Jul 2014 12:58:04 +0530
Subject: [rt-users] how to migrate request-tracker database from sqlite3 to
	mysql
Message-ID: 

Hi,
Have any one has migrated request-tracker database from sqlite3 to mysql
successfully?If yes, pls share the steps. I am using  rt 4.2.1.We  tried
recently then  I was not able to create ticket and getting below mentioned
error:
Ticket could not be created due to an internal error
Can anyone help pls.
Regards,
Ajay
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From aaron.mccarthy at southwestern.ie  Thu Jul 17 08:04:18 2014
From: aaron.mccarthy at southwestern.ie (AJ)
Date: Thu, 17 Jul 2014 05:04:18 -0700 (PDT)
Subject: [rt-users] Adding Template content to the reply box
Message-ID: <1405598658468-57957.post@n7.nabble.com>

Hi all,

I have just made 29 templates and made a custom field containing all the
names of the templates. The user chooses the template, replies to a ticket
and includes all the variables in the transaction content.

However, they do not want it to work in this way. 

They want it to have this behaviour:

When the user selects the custom field value for the template, it will
insert the contents of that template into the body of the reply so they can
edit anything that needs to be changed/included before sending.

Is there a way to do this?



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Adding-Template-content-to-the-reply-box-tp57957.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From alex at peters.net  Thu Jul 17 08:06:41 2014
From: alex at peters.net (Alex Peters)
Date: Thu, 17 Jul 2014 22:06:41 +1000
Subject: [rt-users] Adding Template content to the reply box
In-Reply-To: <1405598658468-57957.post@n7.nabble.com>
References: <1405598658468-57957.post@n7.nabble.com>
Message-ID: 

Sounds like you're after articles:

https://www.bestpractical.com/docs/rt/latest/customizing/articles_introduction.html
http://requesttracker.wikia.com/wiki/Articles


On 17 July 2014 22:04, AJ  wrote:

> Hi all,
>
> I have just made 29 templates and made a custom field containing all the
> names of the templates. The user chooses the template, replies to a ticket
> and includes all the variables in the transaction content.
>
> However, they do not want it to work in this way.
>
> They want it to have this behaviour:
>
> When the user selects the custom field value for the template, it will
> insert the contents of that template into the body of the reply so they can
> edit anything that needs to be changed/included before sending.
>
> Is there a way to do this?
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/Adding-Template-content-to-the-reply-box-tp57957.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> --
> RT Training - Boston, September 9-10
> http://bestpractical.com/training
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From adam.thomas at sgs.com  Thu Jul 17 08:51:57 2014
From: adam.thomas at sgs.com (AdamThomas)
Date: Thu, 17 Jul 2014 05:51:57 -0700 (PDT)
Subject: [rt-users] How can you use requestor info in custom field
Message-ID: <1405601517430-57959.post@n7.nabble.com>

When a ticket is emailed in I want the requestors location to be auto
populated into my custom field "location".

My user profile automatically detects their location in their user profile



--
View this message in context: http://requesttracker.8502.n7.nabble.com/How-can-you-use-requestor-info-in-custom-field-tp57959.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From adam.thomas at sgs.com  Thu Jul 17 10:52:04 2014
From: adam.thomas at sgs.com (AdamThomas)
Date: Thu, 17 Jul 2014 07:52:04 -0700 (PDT)
Subject: [rt-users] Daily report time worked
Message-ID: <1405608723820-57962.post@n7.nabble.com>

My boss wants a daily report of time worked from the tickets in RT. The
problem is if the same ticket is worked on over a couple of days the report
totals up the "time worked field" instead of the time worked on that day.

For example

lets say I opened a ticket Tuesday and I worked on it for 45 mins so the
time worked field says 45 minutes.
Then on Wednesday I work 30 minutes on the same ticket the time worked now
shows 1hr15mins
Then Thursday I work another 15 minutes it will now say 1hr30minutes. 

Any ideas on how to capture just the added minutes




--
View this message in context: http://requesttracker.8502.n7.nabble.com/Daily-report-time-worked-tp57962.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From mike.johnson at nosm.ca  Thu Jul 17 11:44:42 2014
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Thu, 17 Jul 2014 11:44:42 -0400
Subject: [rt-users] Custom Field values driving the contents of other custom
	fields
Message-ID: 

First, we are on RT 3.8.10 (I know, it's old!!!) and I searched
google/listserv and the extensions list on BP's site and didn't find
anything that looked like this...

Is there functionality out there for RT that allows 1 custom field's value
to dictate the values available in another custom field?

I could see this being possible through some sort of customization, but I'm
hoping not to have to go there....

Thoughts?

-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From kirby at umbc.edu  Thu Jul 17 12:14:33 2014
From: kirby at umbc.edu (Joe Kirby)
Date: Thu, 17 Jul 2014 12:14:33 -0400
Subject: [rt-users]  Help with setting RT Due Date
In-Reply-To: 
References: 
Message-ID: <06948DFC-7832-4E0F-99A7-718E1C243669@umbc.edu>

Alex

Thank you very much for the code snippet. It worked like a charm!!

Joe

Joe Kirby ,  Assistant Vice President, Business Systems
Division of Information Technology (DoIT) 
Support Response -   http://www.umbc.edu/doit 
Administration 627
Office - 410-455-3020 
Email - kirby at umbc.edu

> 
> 
> 
> Message: 9
> Date: Thu, 17 Jul 2014 00:57:44 +1000
> From: Alex Peters 
> To: "rt-users at lists.bestpractical.com"
> 	
> Subject: Re: [rt-users] Help with setting RT Due Date
> Message-ID:
> 	
> Content-Type: text/plain; charset="utf-8"
> 
> You can use something like:
> 
> $self->TicketObj->FirstCustomFieldValue('Need-By-Date')
> 
> to retrieve the value of the custom field.  Because the custom field is
> free-form text and the date could be entered in any format, it is probably
> wisest to run the field through an RT::Date object (to manage the free-form
> parsing via Time::ParseDate) and then apply that to the ticket:
> 
> my $date = RT::Date->new($self->TransactionObj->CreatorObj);
> $date->Set(
>    Value => $self->TicketObj->FirstCustomFieldValue('Need-By-Date'),
>    Format => 'unknown',
> );
> $self->TicketObj->SetDue($date->ISO);
> 
> This code is untested and doesn't take into account an unparseable date.  I
> would guess that if the user enters an unparseable date, the Due date will
> simply remain unset.
> 
> You mention "errors of various kinds" in your earlier post.  It could be
> useful to see both those errors and the code triggering those errors.
> 
> 
> On 17 July 2014 00:45, Alex Peters  wrote:
> 
>> ---------- Forwarded message ----------
>> From: Joe Kirby 
>> Date: 16 July 2014 21:24
>> Subject: Re: [rt-users] Help with setting RT Due Date
>> To: Alex Peters 
>> 
>> 
>> Thank you. I had forgotten that but in the end I still have the issue of
>> trying to update the due date from a CF because I have a web form that
>> captures this data and I need to populate the due date field
>> 
>> Thank you for responding
>> 
>> Joe
>> 
>> Joe Kirby ,  Assistant Vice President, Business Systems
>> Division of Information Technology (DoIT)
>> Support Response -   http://www.umbc.edu/doit
>> Administration 627
>> Office - 410-455-3020
>> Email - kirby at umbc.edu
>> 
>> On Jul 15, 2014, at 10:16 PM, Alex Peters  wrote:
>> 
>> Entry of due date is possible at ticket creation by clicking the Details
>> "tab" at the top right of the form.
>> On 16/07/2014 6:50 am, "Joe Kirby"  wrote:
>> 
>>> I have a need to prompt the user for the desired need by date at ticket
>>> creation. I did not see how to use the RT due date so I created a field
>>> called Need-By-Date and set it up as Mandatory and Select Date.
>>> 
>>> I need to set the RT Due Date to this value and I keep getting errors of
>>> various kinds.
>>> 
>>> I did look through the wiki and found AddDays, etc. functions but really
>>> did not see anything that would achieve this.
>>> 
>>> Can you help?
>>> 
>>> Thanks
>>> 
>>> Joe
>>> 
>>> Joe Kirby ,  Assistant Vice President, Business Systems
>>> Division of Information Technology (DoIT)
>>> Support Response -   http://www.umbc.edu/doit
>>> Administration 627
>>> Office - 410-455-3020
>>> Email - kirby at umbc.edu
>>> 
>>> 
>>> --
>>> RT Training - Boston, September 9-10
>>> http://bestpractical.com/training
>>> 
>> 
>> 
>> 
> -------------- next part --------------
> An HTML attachment was scrubbed...
> URL: 
> 
> 
> 
> Subject: Digest Footer
> 
> -- 
> -- 
> RT Training London, March 19-20 and Dallas May 20-21
> http://bestpractical.com/training
> --------
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> ------------------------------
> 
> End of rt-users Digest, Vol 124, Issue 17
> *****************************************

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From anjiallepu5 at gmail.com  Thu Jul 17 12:45:28 2014
From: anjiallepu5 at gmail.com (Anji Allepu)
Date: Thu, 17 Jul 2014 20:45:28 +0400
Subject: [rt-users] rt-users Digest, Vol 124, Issue 19
In-Reply-To: 
References: 
Message-ID: 

Sir
Send me your number i call you
0096898973423   0096896337356
On Jul 17, 2014 4:00 PM,  wrote:

> Send rt-users mailing list submissions to
>         rt-users at lists.bestpractical.com
>
> To subscribe or unsubscribe via the World Wide Web, visit
>         http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> or, via email, send a message with subject or body 'help' to
>         rt-users-request at lists.bestpractical.com
>
> You can reach the person managing the list at
>         rt-users-owner at lists.bestpractical.com
>
> When replying, please edit your Subject line so it is more specific
> than "Re: Contents of rt-users digest..."
>
>
> Today's Topics:
>
>    1. Re: Status '' isn't valid status for tickets in this      queue
>       Error (Alex Peters)
>    2. [rt-announce] RT 4.0.21 released (Alex Vandiver)
>    3. [rt-announce] RT 4.2.6 released (Alex Vandiver)
>    4. using RT to run complex queries (Boris Epstein)
>    5. Optional Modules (Hef)
>    6. Re: Optional Modules (Alex Vandiver)
>    7. Re: Triggering an API call to external application (pj loh)
>    8. how to migrate request-tracker database from sqlite3 to   mysql
>       (Ajay Kumar)
>    9. Adding Template content to the reply box (AJ)
>   10. Re: Adding Template content to the reply box (Alex Peters)
>   11. How can you use requestor info in custom field (AdamThomas)
>   12. Daily report time worked (AdamThomas)
>   13. Custom Field values driving the contents of other custom
>       fields (Mike Johnson)
>
>
> ----------------------------------------------------------------------
>
> Message: 1
> Date: Thu, 17 Jul 2014 02:01:12 +1000
> From: Alex Peters 
> To: "Wendi M." 
> Cc: "rt-users at lists.bestpractical.com"
>         
> Subject: Re: [rt-users] Status '' isn't valid status for tickets in
>         this    queue Error
> Message-ID:
>         <
> CAFdkmpuCaRS6oGm-T05k9fXa58vohxhfGBcEXSSmwEUi0+Cqmg at mail.gmail.com>
> Content-Type: text/plain; charset="utf-8"
>
> Have you enabled debug logging?  The output of the log during the attempted
> ticket creation could be of great assistance.
>
> Is the problem specific to this user?  Can you confirm that she's
> attempting to create the ticket via email and not via the web?  If she has
> web access, do you know whether the problem exists there also?
>
>
> On 17 July 2014 01:51, Wendi M.  wrote:
>
> > I am learning all of this as I go, but I got RT up and running some time
> ago. We have been going for about a year now and just tweaking small things
> as we need. I recently had a user start getting this email
> >
> > Sub: Ticket creation failed: ticket ####
> >
> > Status '' isn't a valid status for tickets in this queue.
> >
> > She had made a ticket in a queue as usual and tried to change the status
> and received this error. I'm confused on where to even start looking for
> what the problem might be? It did allow her to change the status, but no
> idea why she is getting this message?
> >
> > We are running RT 4.0.4 with some custom lifecycles. I have double
> checked for typos in the lifecycles, but can't find anything. I'd love to
> upgrade, but I am pretty lost on that process.
> >
> > Thanks in advance!
> >
> >
> > --
> > RT Training - Boston, September 9-10
> > http://bestpractical.com/training
> >
> -------------- next part --------------
> An HTML attachment was scrubbed...
> URL: <
> http://lists.bestpractical.com/pipermail/rt-users/attachments/20140717/7f901545/attachment-0001.html
> >
>
> ------------------------------
>
> Message: 2
> Date: Wed, 16 Jul 2014 13:24:49 -0400
> From: Alex Vandiver 
> To: rt-announce at lists.bestpractical.com
> Subject: [rt-users] [rt-announce] RT 4.0.21 released
> Message-ID: <53C6B561.9080305 at bestpractical.com>
> Content-Type: text/plain; charset="us-ascii"
>
> RT 4.0.21 -- 2014-07-16
> -----------------------
>
> We are pleased to announce that RT 4.0.21 is now available.
>
> http://download.bestpractical.com/pub/rt/release/rt-4.0.21.tar.gz
> http://download.bestpractical.com/pub/rt/release/rt-4.0.21.tar.gz.sig
>
> SHA1 sums
>
> 17ed0ac4aca9772223597f8df54745ad85a86bc5  rt-4.0.21.tar.gz
> f3e76559f2f5fd5b7e925b2cfb51011f5b297856  rt-4.0.21.tar.gz.sig
>
> This release is primarily a bugfix release; changes of note include:
>
> General user UI
>  * Granting rights to new groups no longer requires clicking in textbox
>    twice in firefox (#29911)
>  * Canonicalize CF values (including dates, IP addresses, and IP ranges)
>    before comparing to the database value; this prevents spurious
>    "changed from a to a" messages.
>  * Quick Create now defaults to the lifecycle's default create status,
>    instead of hardcoding "new"
>
> Admin
>  * DBD::Pg 3.3.0 conflicts with RT's UTF-8 handling; for this release,
>    it has been blacklisted.  If you are using PostgreSQL as your
>    database and have DBD::Pg 3.3.0 installed, you will need to download
>    and install DBD::Pg 3.2.1 from CPAN.
>  * rt-fulltext-indexer now locks, to prevent more than one instance from
>    running at once (#17423)
>  * Quiet a warning in the logo auto-color-detection.
>  * Bump CGI dependency (under perl 5.20 and above, only) to quash
>    warnings about CGI.pm's deprecation in core (#29053)
>  * For compatibility with RT::Extension::MergeUsers, ensure that
>    Shredder checks that a user (possibly resolved from a merged user) is
>    valid before attempting to shred them
>  * Correctly detect presence of graphviz binary (`dot`), instead of
>    libgraph.so, for perl dependency calculation
>
> Developer
>  * Tests now pass again using RT_TEST_WEB_HANDLER=inline
>  * ->AddCustomFieldValues no longer allows adding repeated values
>    (#4553)
>
> Documentation
>  * Updated example plugins used in documentation
>  * Documentation for ColumnMap
>  * Correct a reference to max_allowed_packet in backup documentation
>  * Document explicit steps for adding a new status to a lifecycle
>
>
> A complete changelog is available from git by running:
>     git log rt-4.0.20..rt-4.0.21
> or visiting
>     https://github.com/bestpractical/rt/compare/rt-4.0.20...rt-4.0.21
> _______________________________________________
> rt-announce mailing list
> rt-announce at lists.bestpractical.com
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce
>
>
> ------------------------------
>
> Message: 3
> Date: Wed, 16 Jul 2014 13:26:23 -0400
> From: Alex Vandiver 
> To: rt-announce at lists.bestpractical.com
> Subject: [rt-users] [rt-announce] RT 4.2.6 released
> Message-ID: <53C6B5BF.6010607 at bestpractical.com>
> Content-Type: text/plain; charset="us-ascii"
>
> RT 4.2.6 -- 2014-07-16
> ----------------------
>
> We are pleased to announce that RT 4.2.6 is now available.
>
> http://download.bestpractical.com/pub/rt/release/rt-4.2.6.tar.gz
> http://download.bestpractical.com/pub/rt/release/rt-4.2.6.tar.gz.asc
>
> SHA1 sums
>
> 3a876015da1330ed58719997979c1346dca2df75  rt-4.2.6.tar.gz
> 527ad4a5a5918ea29c8fa128c59312239faf35d0  rt-4.2.6.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 quite
> limited, it is especially important to take, and verify you can recover
> from, a database backup prior to upgrading.
>
> Also of note, it fixes a regression in 4.2.5 regarding unsetting core
> date fields, and now allows HTML tables in ticket history if the
> optional HTML::Gumbo module is installed.
>
>
> General web UI
>  * Fix a regression introduced in 4.2.4, which caused lack of formatting
>    of plain text when responding via the rich text editor.
>  * Allow tables in HTML mail if the optional HTML::Gumbo dependency is
>    installed
>  * Fix a regression in 4.2.5 which prevented core date fields (Due,
>    Starts, etc) from being unset (#30180)
>  * Hide empty transaction custom fields when they have no value; this
>    fixes a regression in 4.2.1 where transaction custom fields began
>    displaying on all transactions. (#29757)
>  * Allow searching on requestor city, state, zip, and country in query
>    builder (#26960)
>  * Don't attempt to parse IP/Date(time) CFs if the value is NULL; this
>    prevents warnings.
>  * Remove border-radius: 0 to allow Firefox to use native text entry
>    widgets (#28233)
>  * Allow Firefox to reflow the data table below the chart on rudder
>  * Whitelist user search from CSRF restrictions
>  * Only include closing paren in MakeClicky link if it included an open
>    paren (#29064)
>  * Canonicalize CF values (including dates, IP addresses, and IP ranges)
>    before comparing to the database value; this prevents spurious
>    "changed from a to a" messages.
>  * Allow downloading 0-length files if they have a filename (#9050)
>  * Quick Create now defaults to the lifecycle's default create status,
>    instead of hardcoding "new"
>  * Show Wikitext CFs in bulk update
>  * Add autocompletion to link boxes on bulk update
>
> Internationalization
>  * Add localization strings for Articles admin pages
>  * Add localization strings for user "Create Ticket" user summary
>    portlet
>  * Add new #loc{key} form, to allow for more concise Lifecyles in config
>  * Updated German translation
>
> Web administration
>  * Provide a default Category on External custom fields, for performance
>  * Provide a new "Notify Owner or AdminCCs" action
>  * Move search widgets for custom field admin interface to the top of
>    the page, to match other admin pages
>  * Use "LIKE" as the default search operator in the queue admin
>    interface
>  * Enable searching by Lifecycle and SubjectTag in the queue admin
>    interface
>  * Add SubjectTag to the default AdminSearchResultFormat for queues
>  * Move Disabled to the last column of the default Queue admin search
>    result format, to match Scrips
>  * Add Disabled column to AdminSearchResultFormat for Classes,
>    CustomFields, Groups, and Users
>  * Add Disabled ColumnMap entry for Classes, Groups, and Users
>  * Prevent RT from locking up if a too-large image was uploaded for the
>    logo (#29929)
>  * Fix bugs in cascaded CFs of radio buttons and checkboxes when
>    categories contained spaces or periods.
>  * Quiet "No valid Type specified" warnings from queue watcher page for
>    user search results that were left blank (#29993)
>
> Server administration
>  * DBD::Pg 3.3.0 conflicts with RT's UTF-8 handling; for this release,
>    it has been blacklisted.  If you are using PostgreSQL as your
>    database and have DBD::Pg 3.3.0 installed, you will need to download
>    and install DBD::Pg 3.2.1 from CPAN.
>  * Allow the validator to fix incorrect values for Owner (#28403)
>  * Fix a regression in 4.2.5 which caused errors when calling
>    rt-crontool with a numeric --template argument.
>  * Quiet warnings in the 4.2.2 upgrade step for users upgrading from
>    4.0.x
>  * Add not_member_of restriction for User shredder plugin
>  * Warnings avoidance for RT::Attachments->Address when run as the
>    System User
>  * Update logo attribute as the current user, to allow auditing of who
>    changed it last
>  * Alter Links table on MySQL to support Unicode URLs (#19338)
>  * Warn on non-ASCII right names (#19339)
>  * Support Sphinx builds compiled with --enable-id64
>  * For compatibility with RT::Extension::MergeUsers, ensure that
>    Shredder checks that a user (possibly resolved from a merged user) is
>    valid before attempting to shred them
>  * Correctly detect presence of graphviz binary (`dot`), instead of
>    libgraph.so, for perl dependency calculation
>  * When merging instances with identical $Organization values, do not
>    qualify groups and queues
>
> Developer
>  * Move AboutThisUser callback back to /Ticket/Elements/ShowGroupMembers
>    where it appears to originate, from where RT 4.2.0 accidentally moved
>    it, /Elements/ShowPrincipal/AboutThisUser
>  * Move all runtime module loading to UNIVERSAL::require
>  * Correct error message from RT::Date->Timezone
>  * Simplify code to assume Postgres 8.4, as RT 4.2 requires
>  * Add more class and id attributes to user admin pages and preferences
>  * Pass right number of arguments to sprintf, for Perl 5.22
>    compatibility
>  * Move sbin/rt-message-catalog into devel/tools and streamline to unify
>    with Launchpad import format
>  * Adjust more tests for RT_TEST_WEB_HANDLER=inline
>  * Remove dependency checks in t/, as they are covered by required
>    developer dependencies
>
> Documentation
>  * Improved documentation for RT::Date
>  * Link POD, URLs, and emails in HTML generated from README
>  * Document "Satisfy any" technique for allowing rt-mailgate to post to
>    RT when $WebRemoteUserAuth and Apache authentication is used
>  * Document explicit steps for adding a new status to a lifecycle
>
> A complete changelog is available from git by running:
>     git log rt-4.2.5..rt-4.2.6
> or visiting
>     https://github.com/bestpractical/rt/compare/rt-4.2.5...rt-4.2.6
> _______________________________________________
> rt-announce mailing list
> rt-announce at lists.bestpractical.com
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce
>
>
> ------------------------------
>
> Message: 4
> Date: Wed, 16 Jul 2014 14:54:48 -0400
> From: Boris Epstein 
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] using RT to run complex queries
> Message-ID:
>         <
> CADeF1XEucC2NdeRYCLmONcUxbVYfAEGCnn2cg4SmPVVpTQjOew at mail.gmail.com>
> Content-Type: text/plain; charset="utf-8"
>
> Hello all,
>
> I am wondering if I could do something like this via the rt CLI:
>
> 1) List all users
>
> 2) List all tickets including the resolved one
>
> 3) List all tickets filed by a user whose city is, for instance, Chicago.
>
> etc.
>
> Thanks.
>
> Boris.
> -------------- next part --------------
> An HTML attachment was scrubbed...
> URL: <
> http://lists.bestpractical.com/pipermail/rt-users/attachments/20140716/22f18077/attachment-0001.html
> >
>
> ------------------------------
>
> Message: 5
> Date: Wed, 16 Jul 2014 14:28:40 -0500
> From: Hef 
> To: "rt-users at lists.bestpractical.com"
>         
> Subject: [rt-users] Optional Modules
> Message-ID:
>          wKSxDUiHittx7JRfALAX6hnFpg at mail.gmail.com>
> Content-Type: text/plain; charset="utf-8"
>
> I just saw the release notes for 4.2.6 and HTML::Gumbo was listed as an
> optional module.
>
> Is there a list of Optional Modules somewhere?
>
> I was unable to locate a list on the website.
>
> --hef
> -------------- next part --------------
> An HTML attachment was scrubbed...
> URL: <
> http://lists.bestpractical.com/pipermail/rt-users/attachments/20140716/18654935/attachment-0001.html
> >
>
> ------------------------------
>
> Message: 6
> Date: Wed, 16 Jul 2014 16:19:39 -0400
> From: Alex Vandiver 
> To: Hef , rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Optional Modules
> Message-ID: <53C6DE5B.5010302 at bestpractical.com>
> Content-Type: text/plain; charset=ISO-8859-1
>
> On 07/16/2014 03:28 PM, Hef wrote:
> > I just saw the release notes for 4.2.6 and HTML::Gumbo was listed as an
> > optional module.
> >
> > Is there a list of Optional Modules somewhere?
>
> For the most part, optional dependencies are controlled by
> configure-time options, or documented in RT_SiteConfig.pm.  We perhaps
> should add a configure-time option for HTML::Gumbo, to make it more
> prominent than a mere mention by PreferRichText in RT_Config.pm.  Since
> we don't add required dependencies during a stable series, adding an
> optional dependency is how we sneak in things that are (in truth) new
> features, but don't want to wait until the next major series.
>
> The current set of runtime optional dependencies is:
>  * Graphviz - Controlled via the --enable-graphviz option to configure,
> enables ticket relationship graphs
>  * GD - Controlled via the --enable-gd option to configure, enables bar
> and pie charts in reports
>  * GnuPG::Interface - Controlled via the --enable-gnupg option to
> configure, enables RT's GnuPG integration
>  * Encode::Guess - Documented in RT_Config.pm, used to guess unknown
> input encodings from a fixed list
>  * Encode::Detect::Detector - Documented in RT_Config.pm, used to guess
> unknown input encodings by examining the bytes
>  * HTML::Gumbo - Documented in RT_Config.pm, used to sanitize HTML
> before display, which allows for display of tables in HTML mail
>
>  - Alex
>
>
> ------------------------------
>
> Message: 7
> Date: Thu, 17 Jul 2014 08:20:55 +0800
> From: pj loh 
> To: Alex Peters 
> Cc: "rt-users at lists.bestpractical.com"
>         
> Subject: Re: [rt-users] Triggering an API call to external application
> Message-ID:
>          1H+JVDEG0WcHpKC4QRO3ud25p4S_Uw at mail.gmail.com>
> Content-Type: text/plain; charset="iso-8859-1"
>
> Hi Alex,
>
> Thanks. Will look into these
>
> PJ
>
>
> On 16 July 2014 22:44, Alex Peters  wrote:
>
> > The cleanest way would be through a scrip, as you correctly suspected.
> >  Simply write Perl code to call the API in the required manner, probably
> > using LWP::UserAgent (or possibly WWW::Mechanize).
> >
> >
> > On 16 July 2014 21:43, pj loh  wrote:
> >
> >> Hi,
> >>
> >> I'd like to, at the creation of a ticket, trigger an external
> >> application's API. The external application expects HTTP GET/ POST
> requests
> >> and returns results via the same way, so I'm wondering if it's possible
> to
> >> do that via scrips. Since there are modules such as LWP in PERL, I'm
> >> wondering if I can use that, but I'd like to see if this has been done
> (and
> >> how).
> >>
> >> Can anyone point me in the right direction if this is possible?
> >>
> >> Thanks,
> >> PJ
> >>
> >> --
> >> RT Training - Boston, September 9-10
> >> http://bestpractical.com/training
> >>
> >
> >
> -------------- next part --------------
> An HTML attachment was scrubbed...
> URL: <
> http://lists.bestpractical.com/pipermail/rt-users/attachments/20140717/007090c7/attachment-0001.html
> >
>
> ------------------------------
>
> Message: 8
> Date: Thu, 17 Jul 2014 12:58:04 +0530
> From: Ajay Kumar 
> To: rt-users at lists.bestpractical.com
> Cc: "Ashok \(ESDS \)" 
> Subject: [rt-users] how to migrate request-tracker database from
>         sqlite3 to      mysql
> Message-ID:
>         <
> CAL41znOqNV9CFwFCB4wA95MoaZjL3Bc5QONkNLp4x9ZPVM6UfA at mail.gmail.com>
> Content-Type: text/plain; charset="utf-8"
>
> Hi,
> Have any one has migrated request-tracker database from sqlite3 to mysql
> successfully?If yes, pls share the steps. I am using  rt 4.2.1.We  tried
> recently then  I was not able to create ticket and getting below mentioned
> error:
> Ticket could not be created due to an internal error
> Can anyone help pls.
> Regards,
> Ajay
> -------------- next part --------------
> An HTML attachment was scrubbed...
> URL: <
> http://lists.bestpractical.com/pipermail/rt-users/attachments/20140717/a70823b3/attachment-0001.html
> >
>
> ------------------------------
>
> Message: 9
> Date: Thu, 17 Jul 2014 05:04:18 -0700 (PDT)
> From: AJ 
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Adding Template content to the reply box
> Message-ID: <1405598658468-57957.post at n7.nabble.com>
> Content-Type: text/plain; charset=us-ascii
>
> Hi all,
>
> I have just made 29 templates and made a custom field containing all the
> names of the templates. The user chooses the template, replies to a ticket
> and includes all the variables in the transaction content.
>
> However, they do not want it to work in this way.
>
> They want it to have this behaviour:
>
> When the user selects the custom field value for the template, it will
> insert the contents of that template into the body of the reply so they can
> edit anything that needs to be changed/included before sending.
>
> Is there a way to do this?
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/Adding-Template-content-to-the-reply-box-tp57957.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
> ------------------------------
>
> Message: 10
> Date: Thu, 17 Jul 2014 22:06:41 +1000
> From: Alex Peters 
> To: AJ 
> Cc: "rt-users at lists.bestpractical.com"
>         
> Subject: Re: [rt-users] Adding Template content to the reply box
> Message-ID:
>         <
> CAFdkmpsN1vpk_kUAzU-N0JutAuM9_evqCUeKGDA0qvdT8b5JiA at mail.gmail.com>
> Content-Type: text/plain; charset="utf-8"
>
> Sounds like you're after articles:
>
>
> https://www.bestpractical.com/docs/rt/latest/customizing/articles_introduction.html
> http://requesttracker.wikia.com/wiki/Articles
>
>
> On 17 July 2014 22:04, AJ  wrote:
>
> > Hi all,
> >
> > I have just made 29 templates and made a custom field containing all the
> > names of the templates. The user chooses the template, replies to a
> ticket
> > and includes all the variables in the transaction content.
> >
> > However, they do not want it to work in this way.
> >
> > They want it to have this behaviour:
> >
> > When the user selects the custom field value for the template, it will
> > insert the contents of that template into the body of the reply so they
> can
> > edit anything that needs to be changed/included before sending.
> >
> > Is there a way to do this?
> >
> >
> >
> > --
> > View this message in context:
> >
> http://requesttracker.8502.n7.nabble.com/Adding-Template-content-to-the-reply-box-tp57957.html
> > Sent from the Request Tracker - User mailing list archive at Nabble.com.
> > --
> > RT Training - Boston, September 9-10
> > http://bestpractical.com/training
> >
> -------------- next part --------------
> An HTML attachment was scrubbed...
> URL: <
> http://lists.bestpractical.com/pipermail/rt-users/attachments/20140717/bfb4393b/attachment-0001.html
> >
>
> ------------------------------
>
> Message: 11
> Date: Thu, 17 Jul 2014 05:51:57 -0700 (PDT)
> From: AdamThomas 
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] How can you use requestor info in custom field
> Message-ID: <1405601517430-57959.post at n7.nabble.com>
> Content-Type: text/plain; charset=us-ascii
>
> When a ticket is emailed in I want the requestors location to be auto
> populated into my custom field "location".
>
> My user profile automatically detects their location in their user profile
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/How-can-you-use-requestor-info-in-custom-field-tp57959.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
> ------------------------------
>
> Message: 12
> Date: Thu, 17 Jul 2014 07:52:04 -0700 (PDT)
> From: AdamThomas 
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Daily report time worked
> Message-ID: <1405608723820-57962.post at n7.nabble.com>
> Content-Type: text/plain; charset=us-ascii
>
> My boss wants a daily report of time worked from the tickets in RT. The
> problem is if the same ticket is worked on over a couple of days the report
> totals up the "time worked field" instead of the time worked on that day.
>
> For example
>
> lets say I opened a ticket Tuesday and I worked on it for 45 mins so the
> time worked field says 45 minutes.
> Then on Wednesday I work 30 minutes on the same ticket the time worked now
> shows 1hr15mins
> Then Thursday I work another 15 minutes it will now say 1hr30minutes.
>
> Any ideas on how to capture just the added minutes
>
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/Daily-report-time-worked-tp57962.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
> ------------------------------
>
> Message: 13
> Date: Thu, 17 Jul 2014 11:44:42 -0400
> From: Mike Johnson 
> To: "rt-users at lists.bestpractical.com"
>         
> Subject: [rt-users] Custom Field values driving the contents of other
>         custom  fields
> Message-ID:
>          PdwQBNEA9NA at mail.gmail.com>
> Content-Type: text/plain; charset="utf-8"
>
> First, we are on RT 3.8.10 (I know, it's old!!!) and I searched
> google/listserv and the extensions list on BP's site and didn't find
> anything that looked like this...
>
> Is there functionality out there for RT that allows 1 custom field's value
> to dictate the values available in another custom field?
>
> I could see this being possible through some sort of customization, but I'm
> hoping not to have to go there....
>
> Thoughts?
>
> --
> Mike Johnson
> Datatel Programmer/Analyst
> Northern Ontario School of Medicine
> 955 Oliver Road
> Thunder Bay, ON   P7B 5E1
> Phone: (807) 766-7331
> Email: mike.johnson at nosm.ca
> -------------- next part --------------
> An HTML attachment was scrubbed...
> URL: <
> http://lists.bestpractical.com/pipermail/rt-users/attachments/20140717/dc98087e/attachment-0001.html
> >
>
> ------------------------------
>
> Subject: Digest Footer
>
> --
> --
> RT Training London, March 19-20 and Dallas May 20-21
> http://bestpractical.com/training
> --------
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> ------------------------------
>
> End of rt-users Digest, Vol 124, Issue 19
> *****************************************
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From adam.siecinski at provadis.de  Fri Jul 18 03:25:35 2014
From: adam.siecinski at provadis.de (Adam Siecinski)
Date: Fri, 18 Jul 2014 00:25:35 -0700 (PDT)
Subject: [rt-users] Strange behaviour with Outlook attachments
Message-ID: <1405668335176-57968.post@n7.nabble.com>

Hello All,

i just discovered a strange behaviour while working with MS Outlook.
First of all, here's my setup:

RT 4.2.3
Mails are fetched via fetchmail from a specific folder in MS-Outlook.
So actually all my correspondence flows through that folder.
Everything went well for quite a long time but now i discovered something
weird.
As soon as the Customer sends an email which has attached email of a past
correspondence, RT sends out a copy of those email to the destination,
mentioned in the attachment.

Here's a example:
Owner1 sends mail1 to requestor1
Owner1 changes requestor of the Ticket from requestor1 to requestor2
Owner1 sends mail2 to requestor2
Requestor1 forwarded mail1 to requestor2
Requestor2 answers mail2 attaching mail1 (Outlook ".msg"-File)
RT sends a notification to Owner1
RT sends a copy of the answer-mail to reuqestor1 


I tried to clarify this as good as possible. Let me know if you need more
Information.



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Strange-behaviour-with-Outlook-attachments-tp57968.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From aaron.mccarthy at southwestern.ie  Fri Jul 18 04:16:48 2014
From: aaron.mccarthy at southwestern.ie (AJ)
Date: Fri, 18 Jul 2014 01:16:48 -0700 (PDT)
Subject: [rt-users] Adding Template content to the reply box
In-Reply-To: 
References: <1405598658468-57957.post@n7.nabble.com>
	
Message-ID: <1405671407835-57969.post@n7.nabble.com>

Hi Alex,

That is exactly what I need, thank you. Managed to get it working perfectly
as well without great difficulty.

Thanks again



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Adding-Template-content-to-the-reply-box-tp57957p57969.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From andrius.kulbis at gmail.com  Fri Jul 18 05:43:30 2014
From: andrius.kulbis at gmail.com (andriusk)
Date: Fri, 18 Jul 2014 02:43:30 -0700 (PDT)
Subject: [rt-users] Combobox not rendered and working correctly
Message-ID: <1405676610719-57971.post@n7.nabble.com>

Hello, 

In my bulk update page, the Combobox type CF are not rendered correctly.
Also if I choose the value in badly rendered field and try to update it,
nothing happens.

 



--
View this message in context: http://requesttracker.8502.n7.nabble.com/Combobox-not-rendered-and-working-correctly-tp57971.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


From alex at peters.net  Fri Jul 18 09:09:59 2014
From: alex at peters.net (Alex Peters)
Date: Fri, 18 Jul 2014 23:09:59 +1000
Subject: [rt-users] How can you use requestor info in custom field
In-Reply-To: <1405601517430-57959.post@n7.nabble.com>
References: <1405601517430-57959.post@n7.nabble.com>
Message-ID: 

You can do this with a scrip which fires on ticket creation, accesses the
user's relevant location information, then puts it in the ticket's custom
field.

The location information of the user creating the ticket can be accessed in
scrip code via:

$self->TransactionObj->CreatorObj->Organization
$self->TransactionObj->CreatorObj->Address1
$self->TransactionObj->CreatorObj->Address2
$self->TransactionObj->CreatorObj->City
$self->TransactionObj->CreatorObj->State
$self->TransactionObj->CreatorObj->Zip
$self->TransactionObj->CreatorObj->Country

A ticket's custom field can be modified in scrip code via:

$self->TicketObj->AddCustomFieldValue( Field => 'location', Value => '...'
);


On 17 July 2014 22:51, AdamThomas  wrote:

> When a ticket is emailed in I want the requestors location to be auto
> populated into my custom field "location".
>
> My user profile automatically detects their location in their user profile
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/How-can-you-use-requestor-info-in-custom-field-tp57959.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> --
> RT Training - Boston, September 9-10
> http://bestpractical.com/training
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From alex at peters.net  Fri Jul 18 09:13:01 2014
From: alex at peters.net (Alex Peters)
Date: Fri, 18 Jul 2014 23:13:01 +1000
Subject: [rt-users] Daily report time worked
In-Reply-To: <1405608723820-57962.post@n7.nabble.com>
References: <1405608723820-57962.post@n7.nabble.com>
Message-ID: 

How are you currently capturing/reporting that information?  This doesn't
sound like a feature native to a plain RT installation.


On 18 July 2014 00:52, AdamThomas  wrote:

> My boss wants a daily report of time worked from the tickets in RT. The
> problem is if the same ticket is worked on over a couple of days the report
> totals up the "time worked field" instead of the time worked on that day.
>
> For example
>
> lets say I opened a ticket Tuesday and I worked on it for 45 mins so the
> time worked field says 45 minutes.
> Then on Wednesday I work 30 minutes on the same ticket the time worked now
> shows 1hr15mins
> Then Thursday I work another 15 minutes it will now say 1hr30minutes.
>
> Any ideas on how to capture just the added minutes
>
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/Daily-report-time-worked-tp57962.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> --
> RT Training - Boston, September 9-10
> http://bestpractical.com/training
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From alex at peters.net  Fri Jul 18 09:25:01 2014
From: alex at peters.net (Alex Peters)
Date: Fri, 18 Jul 2014 23:25:01 +1000
Subject: [rt-users] How can you use requestor info in custom field
In-Reply-To: <3041FEDFB9578F4D869B9904780691800338F1C813@exdresmbsgs011.EQ1SGS.local>
References: <1405601517430-57959.post@n7.nabble.com>
	
	<3041FEDFB9578F4D869B9904780691800338F1C813@exdresmbsgs011.EQ1SGS.local>
Message-ID: 

Values within quotes are taken literally:

'$self->TransactionObj->CreatorObj->City'

means output "$self->TransactionObj->CreatorObj->City".  Removing the
quotes:

$self->TransactionObj->CreatorObj->City

means output the resultant value of that, and should therefore have the
desired effect.


On 18 July 2014 23:20, Thomas, Adam (Lakefield)  wrote:

> Thank you for the response, forgive me I am new at this, very new?
>
>
>
> $self->TicketObj->AddCustomFieldValue( Field => 'location', Value =>
> '$self->TransactionObj->CreatorObj->City' );
>
>
>
> Is the code I have and it is literally putting in just the line. Where do
> I need to correct my syntax?
>
>
>
> *Adam Thomas*
>
> *SGS Canada*
>
> Application Support - Big Machines Development
>
>
>
> *SGS Canada*
>
> Phone: +1-705-652-2000 ext 2505
>
> Cell: +1-705-957-1618
>
> E-mail: adam.thomas at sgs.com 
>
>
>
> *From:* Alex Peters [mailto:alex at peters.net]
> *Sent:* July-18-14 9:10 AM
> *To:* Thomas, Adam (Lakefield)
> *Cc:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] How can you use requestor info in custom field
>
>
>
> You can do this with a scrip which fires on ticket creation, accesses the
> user's relevant location information, then puts it in the ticket's custom
> field.
>
>
>
> The location information of the user creating the ticket can be accessed
> in scrip code via:
>
>
>
> $self->TransactionObj->CreatorObj->Organization
>
> $self->TransactionObj->CreatorObj->Address1
>
> $self->TransactionObj->CreatorObj->Address2
>
> $self->TransactionObj->CreatorObj->City
>
> $self->TransactionObj->CreatorObj->State
>
> $self->TransactionObj->CreatorObj->Zip
>
> $self->TransactionObj->CreatorObj->Country
>
>
> A ticket's custom field can be modified in scrip code via:
>
>
>
> $self->TicketObj->AddCustomFieldValue( Field => 'location', Value => '...'
> );
>
>
>
> On 17 July 2014 22:51, AdamThomas  wrote:
>
> When a ticket is emailed in I want the requestors location to be auto
> populated into my custom field "location".
>
> My user profile automatically detects their location in their user profile
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/How-can-you-use-requestor-info-in-custom-field-tp57959.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> --
> RT Training - Boston, September 9-10
> http://bestpractical.com/training
>
>
> Information in this email and any attachments is confidential and intended
> solely for the use of the individual(s) to whom it is addressed or
> otherwise directed. Please note that any views or opinions presented in
> this email are solely those of the author and do not necessarily represent
> those of the Company. Finally, the recipient should check this email and
> any attachments for the presence of viruses. The Company accepts no
> liability for any damage caused by any virus transmitted by this email. All
> SGS services are rendered in accordance with the applicable SGS conditions
> of service available on request and accessible at
> http://www.sgs.com/en/Terms-and-Conditions.aspx
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From Adam.Thomas at sgs.com  Fri Jul 18 09:28:26 2014
From: Adam.Thomas at sgs.com (Thomas, Adam (Lakefield))
Date: Fri, 18 Jul 2014 09:28:26 -0400
Subject: [rt-users] How can you use requestor info in custom field
In-Reply-To: 
References: <1405601517430-57959.post@n7.nabble.com>
	
	<3041FEDFB9578F4D869B9904780691800338F1C813@exdresmbsgs011.EQ1SGS.local>
	
Message-ID: <3041FEDFB9578F4D869B9904780691800338F1C81D@exdresmbsgs011.EQ1SGS.local>

Thank you so much Alex, great help!

Adam Thomas
SGS Canada
Application Support - Big Machines Development

SGS Canada
Phone: +1-705-652-2000 ext 2505
Cell: +1-705-957-1618
E-mail: adam.thomas at sgs.com

From: Alex Peters [mailto:alex at peters.net]
Sent: July-18-14 9:25 AM
To: Thomas, Adam (Lakefield)
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] How can you use requestor info in custom field

Values within quotes are taken literally:

'$self->TransactionObj->CreatorObj->City'

means output "$self->TransactionObj->CreatorObj->City".  Removing the quotes:

$self->TransactionObj->CreatorObj->City

means output the resultant value of that, and should therefore have the desired effect.

On 18 July 2014 23:20, Thomas, Adam (Lakefield) > wrote:
Thank you for the response, forgive me I am new at this, very new?

$self->TicketObj->AddCustomFieldValue( Field => 'location', Value => '$self->TransactionObj->CreatorObj->City' );

Is the code I have and it is literally putting in just the line. Where do I need to correct my syntax?

Adam Thomas
SGS Canada
Application Support - Big Machines Development

SGS Canada
Phone: +1-705-652-2000 ext 2505
Cell: +1-705-957-1618
E-mail: adam.thomas at sgs.com

From: Alex Peters [mailto:alex at peters.net]
Sent: July-18-14 9:10 AM
To: Thomas, Adam (Lakefield)
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] How can you use requestor info in custom field

You can do this with a scrip which fires on ticket creation, accesses the user's relevant location information, then puts it in the ticket's custom field.

The location information of the user creating the ticket can be accessed in scrip code via:

$self->TransactionObj->CreatorObj->Organization
$self->TransactionObj->CreatorObj->Address1
$self->TransactionObj->CreatorObj->Address2
$self->TransactionObj->CreatorObj->City
$self->TransactionObj->CreatorObj->State
$self->TransactionObj->CreatorObj->Zip
$self->TransactionObj->CreatorObj->Country

A ticket's custom field can be modified in scrip code via:

$self->TicketObj->AddCustomFieldValue( Field => 'location', Value => '...' );

On 17 July 2014 22:51, AdamThomas > wrote:
When a ticket is emailed in I want the requestors location to be auto
populated into my custom field "location".

My user profile automatically detects their location in their user profile



--
View this message in context: http://requesttracker.8502.n7.nabble.com/How-can-you-use-requestor-info-in-custom-field-tp57959.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
--
RT Training - Boston, September 9-10
http://bestpractical.com/training

Information in this email and any attachments is confidential and intended solely for the use of the individual(s) to whom it is addressed or otherwise directed. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the Company. Finally, the recipient should check this email and any attachments for the presence of viruses. The Company accepts no liability for any damage caused by any virus transmitted by this email. All SGS services are rendered in accordance with the applicable SGS conditions of service available on request and accessible at http://www.sgs.com/en/Terms-and-Conditions.aspx


Information in this email and any attachments is confidential and
intended solely for the use of the individual(s) to whom it is addressed
or otherwise directed. Please note that any views or opinions presented
in this email are solely those of the author and do not necessarily
represent those of the Company.
Finally, the recipient should check this email and any attachments for
the presence of viruses. The Company accepts no liability for any damage
caused by any virus transmitted by this email.
All SGS services are rendered in accordance with the applicable SGS
conditions of service available on request and accessible at
http://www.sgs.com/en/Terms-and-Conditions.aspx

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From Adam.Thomas at sgs.com  Fri Jul 18 09:20:47 2014
From: Adam.Thomas at sgs.com (Thomas, Adam (Lakefield))
Date: Fri, 18 Jul 2014 09:20:47 -0400
Subject: [rt-users] How can you use requestor info in custom field
In-Reply-To: 
References: <1405601517430-57959.post@n7.nabble.com>
	
Message-ID: <3041FEDFB9578F4D869B9904780691800338F1C813@exdresmbsgs011.EQ1SGS.local>

Thank you for the response, forgive me I am new at this, very new?

$self->TicketObj->AddCustomFieldValue( Field => 'location', Value => '$self->TransactionObj->CreatorObj->City' );

Is the code I have and it is literally putting in just the line. Where do I need to correct my syntax?

Adam Thomas
SGS Canada
Application Support - Big Machines Development

SGS Canada
Phone: +1-705-652-2000 ext 2505
Cell: +1-705-957-1618
E-mail: adam.thomas at sgs.com

From: Alex Peters [mailto:alex at peters.net]
Sent: July-18-14 9:10 AM
To: Thomas, Adam (Lakefield)
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] How can you use requestor info in custom field

You can do this with a scrip which fires on ticket creation, accesses the user's relevant location information, then puts it in the ticket's custom field.

The location information of the user creating the ticket can be accessed in scrip code via:

$self->TransactionObj->CreatorObj->Organization
$self->TransactionObj->CreatorObj->Address1
$self->TransactionObj->CreatorObj->Address2
$self->TransactionObj->CreatorObj->City
$self->TransactionObj->CreatorObj->State
$self->TransactionObj->CreatorObj->Zip
$self->TransactionObj->CreatorObj->Country

A ticket's custom field can be modified in scrip code via:

$self->TicketObj->AddCustomFieldValue( Field => 'location', Value => '...' );

On 17 July 2014 22:51, AdamThomas > wrote:
When a ticket is emailed in I want the requestors location to be auto
populated into my custom field "location".

My user profile automatically detects their location in their user profile



--
View this message in context: http://requesttracker.8502.n7.nabble.com/How-can-you-use-requestor-info-in-custom-field-tp57959.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
--
RT Training - Boston, September 9-10
http://bestpractical.com/training


Information in this email and any attachments is confidential and
intended solely for the use of the individual(s) to whom it is addressed
or otherwise directed. Please note that any views or opinions presented
in this email are solely those of the author and do not necessarily
represent those of the Company.
Finally, the recipient should check this email and any attachments for
the presence of viruses. The Company accepts no liability for any damage
caused by any virus transmitted by this email.
All SGS services are rendered in accordance with the applicable SGS
conditions of service available on request and accessible at
http://www.sgs.com/en/Terms-and-Conditions.aspx

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From alexmv at bestpractical.com  Fri Jul 18 13:09:55 2014
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Fri, 18 Jul 2014 13:09:55 -0400
Subject: [rt-users] Combobox not rendered and working correctly
In-Reply-To: <1405676610719-57971.post@n7.nabble.com>
References: <1405676610719-57971.post@n7.nabble.com>
Message-ID: <53C954E3.3090002@bestpractical.com>

On 07/18/2014 05:43 AM, andriusk wrote:
> In my bulk update page, the Combobox type CF are not rendered correctly.
> Also if I choose the value in badly rendered field and try to update it,
> nothing happens.

Thanks for the report -- I've confirmed this on 4.2-trunk and filed a bug:

http://issues.bestpractical.com/Ticket/Display.html?id=30261

 - Alex


From wendi413 at gmail.com  Fri Jul 18 14:22:14 2014
From: wendi413 at gmail.com (Wendi M.)
Date: Fri, 18 Jul 2014 13:22:14 -0500
Subject: [rt-users] Fwd: Status '' isn't valid status for tickets in this
 queue Error
In-Reply-To: 
References: 
	
	
Message-ID: 

Thanks for the reply Alex!

Actually, that led me to the answer.. or rather another question.

She came to me yesterday and said she was accidentally emailing our RT
instance email instead of a person. That clued me in, and I attempted to
create a ticket via email, which apparently does not work anymore.

We have a custom lifecycle on these queues, and I imagine that is causing
some error? We never make tickets that way, so I guess I never tried it.

Replies are confirmed working, and I can create tickets via email in other
(default) queues fine.

So my question then:
What did I need to do to get email ticket creation working for custom
lifecycles?
I already have the initial status setting as 'new" in RT_SiteConfig, but
this email indicates it's blank?
---- snippet
Set( %Lifecycles, webdev => {
        initial         => [ 'new' ],
        active          => [ 'open', 'testing', 'dev_question',
'qc_question', 'qc_approved', 'dept_approved', 'pending', 'stalled' ],
        inactive        => [ 'resolved', 'rejected', 'deleted' ],

        transitions => {
------

Alternately, I'd love to turn off email ticket creation altogether honestly
- can I do that? It's fine it doesn't work, would just need to get rid of
that error email.

Thanks again!



On Wed, Jul 16, 2014 at 11:01 AM, Alex Peters  wrote:

> Have you enabled debug logging?  The output of the log during the
> attempted ticket creation could be of great assistance.
>
> Is the problem specific to this user?  Can you confirm that she's
> attempting to create the ticket via email and not via the web?  If she has
> web access, do you know whether the problem exists there also?
>
>
> On 17 July 2014 01:51, Wendi M.  wrote:
>
>> I am learning all of this as I go, but I got RT up and running some time ago. We have been going for about a year now and just tweaking small things as we need. I recently had a user start getting this email
>>
>> Sub: Ticket creation failed: ticket ####
>>
>> Status '' isn't a valid status for tickets in this queue.
>>
>> She had made a ticket in a queue as usual and tried to change the status and received this error. I'm confused on where to even start looking for what the problem might be? It did allow her to change the status, but no idea why she is getting this message?
>>
>> We are running RT 4.0.4 with some custom lifecycles. I have double checked for typos in the lifecycles, but can't find anything. I'd love to upgrade, but I am pretty lost on that process.
>>
>> Thanks in advance!
>>
>>
>> --
>> RT Training - Boston, September 9-10
>> http://bestpractical.com/training
>>
>
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From danmcq at gmail.com  Fri Jul 18 17:23:41 2014
From: danmcq at gmail.com (Dan Mcqueen)
Date: Fri, 18 Jul 2014 14:23:41 -0700
Subject: [rt-users] rt-mailgate error
Message-ID: 

Hi rt-users

I am trying to install rt 4.2.6 and I am getting this error when I send
email to rt-mailgate.
I am using

     centos 6.5
     postfix
     rt 4.2.6 with smime enabled
     https

Can anyone help point me to what might be wrong?

   Thanks,
            -Dan

(temporary failure. Command output: RT server error.  The RT server which
handled your email did not behave as expected. It said:   
        Login          
               
   
        


     Skip
Menu |      Not logged in.
) -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Fri Jul 18 17:37:37 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 18 Jul 2014 17:37:37 -0400 Subject: [rt-users] rt-mailgate error In-Reply-To: References: Message-ID: <53C993A1.5030804@bestpractical.com> On 07/18/2014 05:23 PM, Dan Mcqueen wrote: > Hi rt-users > > I am trying to install rt 4.2.6 and I am getting this error when I send > email to rt-mailgate. > I am using > > centos 6.5 > postfix > rt 4.2.6 with smime enabled > https > > Can anyone help point me to what might be wrong? What aliases line are you using? That is, how are you calling rt-mailgate? - Alex From danmcq at gmail.com Fri Jul 18 18:04:13 2014 From: danmcq at gmail.com (Dan Mcqueen) Date: Fri, 18 Jul 2014 15:04:13 -0700 Subject: [rt-users] rt-mailgate error In-Reply-To: <53C993A1.5030804@bestpractical.com> References: <53C993A1.5030804@bestpractical.com> Message-ID: That was the tip I needed, I had a trailing /rt/, which was incorrect, on on my mailgate --url Thanks! On Fri, Jul 18, 2014 at 2:37 PM, Alex Vandiver wrote: > On 07/18/2014 05:23 PM, Dan Mcqueen wrote: > > Hi rt-users > > > > I am trying to install rt 4.2.6 and I am getting this error when I send > > email to rt-mailgate. > > I am using > > > > centos 6.5 > > postfix > > rt 4.2.6 with smime enabled > > https > > > > Can anyone help point me to what might be wrong? > > What aliases line are you using? That is, how are you calling rt-mailgate? > - Alex > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Fri Jul 18 21:37:52 2014 From: alex at peters.net (Alex Peters) Date: Sat, 19 Jul 2014 11:37:52 +1000 Subject: [rt-users] Fwd: Status '' isn't valid status for tickets in this queue Error In-Reply-To: References: Message-ID: Your pasted snippet doesn't include an on_create definition, which is used to determine which status is applied to tickets created by email: https://www.bestpractical.com/docs/rt/latest/customizing/lifecycles.html#Default-Status Probably a good idea to check that that's there and properly defined. Additionally, although not referenced by the above page, I think statuses have a length limit of 10 characters. Your example defines statuses of up to 13 characters in length. I'm not sure whether that's contributing to your current issue or not. This limitation is mentioned on the wiki, although it also warns that the info is out of date, so it could be wise to search the release notes for changes to the status length limit: http://requesttracker.wikia.com/wiki/CustomStatuses Ticket creation via email could probably be disabled at the MTA configuration level by rejecting emails that don't reference a ticket number in the subject. I hope that the above ideas fix your issue though, and make disabling ticket creation via email unnecessary. On 19/07/2014 4:22 am, "Wendi M." wrote: > Thanks for the reply Alex! > > Actually, that led me to the answer.. or rather another question. > > She came to me yesterday and said she was accidentally emailing our RT > instance email instead of a person. That clued me in, and I attempted to > create a ticket via email, which apparently does not work anymore. > > We have a custom lifecycle on these queues, and I imagine that is causing > some error? We never make tickets that way, so I guess I never tried it. > > Replies are confirmed working, and I can create tickets via email in other > (default) queues fine. > > So my question then: > What did I need to do to get email ticket creation working for custom > lifecycles? > I already have the initial status setting as 'new" in RT_SiteConfig, but > this email indicates it's blank? > ---- snippet > Set( %Lifecycles, webdev => { > initial => [ 'new' ], > active => [ 'open', 'testing', 'dev_question', > 'qc_question', 'qc_approved', 'dept_approved', 'pending', 'stalled' ], > inactive => [ 'resolved', 'rejected', 'deleted' ], > > transitions => { > ------ > > Alternately, I'd love to turn off email ticket creation altogether > honestly - can I do that? It's fine it doesn't work, would just need to get > rid of that error email. > > Thanks again! > > > > On Wed, Jul 16, 2014 at 11:01 AM, Alex Peters wrote: > >> Have you enabled debug logging? The output of the log during the >> attempted ticket creation could be of great assistance. >> >> Is the problem specific to this user? Can you confirm that she's >> attempting to create the ticket via email and not via the web? If she has >> web access, do you know whether the problem exists there also? >> >> >> On 17 July 2014 01:51, Wendi M. wrote: >> >>> I am learning all of this as I go, but I got RT up and running some time ago. We have been going for about a year now and just tweaking small things as we need. I recently had a user start getting this email >>> >>> Sub: Ticket creation failed: ticket #### >>> >>> Status '' isn't a valid status for tickets in this queue. >>> >>> She had made a ticket in a queue as usual and tried to change the status and received this error. I'm confused on where to even start looking for what the problem might be? It did allow her to change the status, but no idea why she is getting this message? >>> >>> We are running RT 4.0.4 with some custom lifecycles. I have double checked for typos in the lifecycles, but can't find anything. I'd love to upgrade, but I am pretty lost on that process. >>> >>> Thanks in advance! >>> >>> >>> -- >>> RT Training - Boston, September 9-10 >>> http://bestpractical.com/training >>> >> >> > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Fri Jul 18 21:45:56 2014 From: alex at peters.net (Alex Peters) Date: Sat, 19 Jul 2014 11:45:56 +1000 Subject: [rt-users] Fwd: Status '' isn't valid status for tickets in this queue Error In-Reply-To: References: Message-ID: Please disregard the bit about statuses needing to be 10 characters in length or shorter. As of some release in the RT v4.0 series (the site doesn't indicate which release, but probably v4.0.0), the limit is 64 characters: https://www.bestpractical.com/docs/rt/4.0/RT/Ticket.html#Status The wiki needs to be updated with version information for that earlier restriction. On 19/07/2014 11:37 am, "Alex Peters" wrote: > Your pasted snippet doesn't include an on_create definition, which is used > to determine which status is applied to tickets created by email: > > > https://www.bestpractical.com/docs/rt/latest/customizing/lifecycles.html#Default-Status > > Probably a good idea to check that that's there and properly defined. > > Additionally, although not referenced by the above page, I think statuses > have a length limit of 10 characters. Your example defines statuses of up > to 13 characters in length. I'm not sure whether that's contributing to > your current issue or not. This limitation is mentioned on the wiki, > although it also warns that the info is out of date, so it could be wise to > search the release notes for changes to the status length limit: > > http://requesttracker.wikia.com/wiki/CustomStatuses > > Ticket creation via email could probably be disabled at the MTA > configuration level by rejecting emails that don't reference a ticket > number in the subject. I hope that the above ideas fix your issue though, > and make disabling ticket creation via email unnecessary. > On 19/07/2014 4:22 am, "Wendi M." wrote: > >> Thanks for the reply Alex! >> >> Actually, that led me to the answer.. or rather another question. >> >> She came to me yesterday and said she was accidentally emailing our RT >> instance email instead of a person. That clued me in, and I attempted to >> create a ticket via email, which apparently does not work anymore. >> >> We have a custom lifecycle on these queues, and I imagine that is causing >> some error? We never make tickets that way, so I guess I never tried it. >> >> Replies are confirmed working, and I can create tickets via email in >> other (default) queues fine. >> >> So my question then: >> What did I need to do to get email ticket creation working for custom >> lifecycles? >> I already have the initial status setting as 'new" in RT_SiteConfig, but >> this email indicates it's blank? >> ---- snippet >> Set( %Lifecycles, webdev => { >> initial => [ 'new' ], >> active => [ 'open', 'testing', 'dev_question', >> 'qc_question', 'qc_approved', 'dept_approved', 'pending', 'stalled' ], >> inactive => [ 'resolved', 'rejected', 'deleted' ], >> >> transitions => { >> ------ >> >> Alternately, I'd love to turn off email ticket creation altogether >> honestly - can I do that? It's fine it doesn't work, would just need to get >> rid of that error email. >> >> Thanks again! >> >> >> >> On Wed, Jul 16, 2014 at 11:01 AM, Alex Peters wrote: >> >>> Have you enabled debug logging? The output of the log during the >>> attempted ticket creation could be of great assistance. >>> >>> Is the problem specific to this user? Can you confirm that she's >>> attempting to create the ticket via email and not via the web? If she has >>> web access, do you know whether the problem exists there also? >>> >>> >>> On 17 July 2014 01:51, Wendi M. wrote: >>> >>>> I am learning all of this as I go, but I got RT up and running some time ago. We have been going for about a year now and just tweaking small things as we need. I recently had a user start getting this email >>>> >>>> Sub: Ticket creation failed: ticket #### >>>> >>>> Status '' isn't a valid status for tickets in this queue. >>>> >>>> She had made a ticket in a queue as usual and tried to change the status and received this error. I'm confused on where to even start looking for what the problem might be? It did allow her to change the status, but no idea why she is getting this message? >>>> >>>> We are running RT 4.0.4 with some custom lifecycles. I have double checked for typos in the lifecycles, but can't find anything. I'd love to upgrade, but I am pretty lost on that process. >>>> >>>> Thanks in advance! >>>> >>>> >>>> -- >>>> RT Training - Boston, September 9-10 >>>> http://bestpractical.com/training >>>> >>> >>> >> >> >> -- >> RT Training - Boston, September 9-10 >> http://bestpractical.com/training >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Sat Jul 19 02:05:15 2014 From: alex at peters.net (Alex Peters) Date: Sat, 19 Jul 2014 16:05:15 +1000 Subject: [rt-users] Blank "To" line In-Reply-To: <1403290289934-57741.post@n7.nabble.com> References: <1403290289934-57741.post@n7.nabble.com> Message-ID: Did you end up finding a solution to this problem? If I had to implement a "fix" to prevent tickets from being created in this situation, I'd probably try to handle it at the MTA level and not pass such emails to rt-mailgate in the first place. However, I'd probably try to solve this first by asking people not to CC RT unless they specifically want a ticket to be created. It sounds like perhaps your users would benefit from access to a "mailing list" email address instead of CC-ing everyone. On 21 June 2014 04:51, AdamThomas wrote: > We have an issue with our users that they are including every email address > on the cc line. These emails should not create a ticket. > > How can I make it so that if the "To" line is blank, then don't create the > ticket. > > I did try a couple things but it seemed to be disabling ticket creation all > togteher. > > Thanks > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Blank-To-line-tp57741.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Sat Jul 19 02:20:11 2014 From: alex at peters.net (Alex Peters) Date: Sat, 19 Jul 2014 16:20:11 +1000 Subject: [rt-users] changing user's permissions from outside of RT In-Reply-To: References: Message-ID: What is the scope of your definition of "outside" RT? RT has a command line interface, and you can also run Perl scripts on the RT host that interact directly with RT's library code to achieve tasks. One example of an operation that can be run directly on the RT host is this script, which resets the root user's password: use lib '/opt/rt4/lib'; use RT; use RT::User; RT->LoadConfig; RT->Init; my $u = RT::User->new(RT->SystemUser); $u->Load('root'); $u->SetPassword('secret'); Altering database tables directly is another option, but one I've never tried personally (and wouldn't unless I had to, because I trust RT's code more than myself to alter table data without side effects). What specific user privilege adjustments would you like to make? On 19 June 2014 05:30, Boris Epstein wrote: > Hello listmates, > > If I need to change the user's privilleges outside of the RT - and I do > have full administrative rights both on the RT host machine and within the > DB server - how do I do that? > > Thanks. > > Boris. > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Sat Jul 19 02:13:30 2014 From: alex at peters.net (Alex Peters) Date: Sat, 19 Jul 2014 16:13:30 +1000 Subject: [rt-users] Issues with permissions and Asset extension In-Reply-To: References: Message-ID: If your users require facilities beyond just creating and replying to their own tickets, I would recommend setting those users up as within some group rather than just privileged/unprivileged. Then, you can simply use rights/permissions to decide what is or isn't available to that group (and therefore those users) in the web interface. The "10 highest-priority cases I own" and "10 recent tickets without owner" widgets can easily be altered or removed per user. The system-default view can also be completely customised; log in as a super user and play with Admin > Global > RT at a Glance. I have no experience with the Assets side of RT, so can't personally offer more assistance on that front. On 20 June 2014 23:32, Francisco Leon wrote: > Hello everyone, i am new with request tracker and am trying to understand > how RT handles permissions. > > We are an insurance company with a small helpdesk team (3 support guys and > myself as manager) > > We use exchange 2007 as email and i have configured the external auth > extension to handle authentication. > > We want two methods for users to report tickets: they can send an email or > login to the RT site with their active directory login. This works fine and > the account gets autocreated, i have AutoCreateNonExternalUsers and > UserAutoCreateDefaultsOnLogin set to 1. > > My first question is, should the regular users be privileged or > unprivileged? I just want those users to be able to report tickets through > mail and the website. They should be able to only see their tickets and > reply them. > > I have read the book (including the helpdesk examples) and the > documentation, and i was leaning to make all users privileged, but then > they > can see the rt at a glance site "owned" tickets and such. So now i am > leaning through unprivileged accounts. > > I am trying to use the Assets extension (1.01), and i have configured one > catalog with 5 custom fields, and set permissions on the catalog. The > privileged users can see their assets on the rt at a glance page. Since i > am > leaning for unprivileged accounts (i don't want to see the "10 highest > priority cases i own", or "10 recent tickets without owner" or such). > > But when i put my sample user account as unprivileged, the following > happens: > > -Can't seem to find a way to put the "my assets" on the selfservice page, > so > the only way to see the asset is to manually search for it or click on the > asset menu. > -When using the "create linked ticket" option from the asset menu, i don't > see the "assets" tab. If i do the same from my helpdesk account (which > belongs on a group) i get a blank assets tab instead, even when my group > has > the 3 basic permissions see assets, see catalogs, see custom fields. > > I appreciate any help. > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Sun Jul 20 18:27:26 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Sun, 20 Jul 2014 18:27:26 -0400 Subject: [rt-users] Some users can't see comment / editor box? In-Reply-To: References: <53BECC13.3050509@kickflop.net> Message-ID: <53CC424E.5010808@kickflop.net> For the next person, this ended up being stale RT sessions. Running the RT session cleaning script solved the issue. It had never been set up as a cron job. Thanks for the replies, as always. On 7/10/2014 8:41 PM, Alex Peters wrote: > If only some users are affected then it's almost definitely a browser > issue, as RT doesn't alter its output per browser to my knowledge > (unless RT thinks it's a mobile browser). > > Clearing browser caches may help. > > On 11/07/2014 3:23 am, "Jeff Blaine" > wrote: > > We're experiencing something odd with 4.2.x (upgrade from > 3.8.17) where SOME users cannot see the text editor box upon, > for example, clicking Comment. > > This is occuring, for *those affected users*, with Firefox on OSX, > Firefox + Chrome + IE on Windows. For other users, using what I > understand to be the same browsers, it works fine. > > The affected users did not have any issue commenting with RT 3.8.17 > and are in a group that has the CommentOnTicket right for the queue > in question. In fact, that group has all "General" rights for the > queue. > > I would greatly welcome any thoughts before I leave for vacation in > 11 hours if anyone has them :) > > -- > Jeff Blaine > kickflop.net > PGP/GnuPG Key ID: 0x0C8EDD02 > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -- Jeff Blaine kickflop.net PGP/GnuPG Key ID: 0x0C8EDD02 From lists at lolling.org Mon Jul 21 11:58:03 2014 From: lists at lolling.org (Lists) Date: Mon, 21 Jul 2014 10:58:03 -0500 Subject: [rt-users] Couldn't find Ticket for reminder XXXXX Please contact administrator. AFTER 3.8.1 to 4.2.5/6 upgrade Message-ID: <53CD388B.7020809@lolling.org> Hi, I have been working on upgrading our production RT 3.8.1 install to RT 4.2.6 and am almost ready to deploy to production. The only issue I am having is after the upgrade process, when I log in I am seeing missing reminders. As I posted earlier, I was originally trying to do some database cleanup and pruning before the database upgrade but found it was not necessary at this point. So the only things I have done, are move/rename the rt3 database to rt4 and run make upgrade-database. While the errors do not seem to be show stoppers, I would like to know if I can do something to fix these errors (recover the reminders) or do something to clean the errors up so after the upgrade, our users are not greeted with errors when they log in. Thanks, Dave From bill at bfccomputing.com Tue Jul 22 12:17:40 2014 From: bill at bfccomputing.com (Bill McGonigle) Date: Tue, 22 Jul 2014 12:17:40 -0400 Subject: [rt-users] SQL error from Pg on 4.0.21 Message-ID: <53CE8EA4.4070104@bfccomputing.com> Hi, everybody, I've got a 4.0.21 system (recently upgraded from 4.0.8) Database is Postgresql 8.4.20. I'm seeing intermittent ticket creation errors after the update, and when I go to the log, I see SQL errors which are reproducible at the console (assuming causation without proof): rt4=> SELECT main.* FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (ObjectCustomFields_1.ObjectId = '5' OR ObjectCustomFields_1.ObjectId = '0') AND (main.Disabled = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket-RT::Transaction') GROUP BY main.id ORDER BY MIN(ObjectCustomFields_1.SortOrder) ASC rt4-> ; ERROR: column "main.name" must appear in the GROUP BY clause or be used in an aggregate function LINE 1: SELECT main.* FROM CustomFields main JOIN ObjectCustomFields... ^ Could somebody give me a pointer to where this might be generated? Or if anybody knows of a fix that's be great too. These variants are valid syntax, but I'm not up on the code enough to know what it's looking for or exactly where to tweak it: rt4=> SELECT main.id FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (ObjectCustomFields_1.ObjectId = '5' OR ObjectCustomFields_1.ObjectId = '0') AND (main.Disabled = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket-RT::Transaction') GROUP BY main.id ORDER BY MIN(ObjectCustomFields_1.SortOrder) ASC; id ---- (0 rows) rt4=> SELECT main.* FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (ObjectCustomFields_1.ObjectId = '5' OR ObjectCustomFields_1.ObjectId = '0') AND (main.Disabled = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket-RT::Transaction') GROUP BY main.id,main.name,main.type,main.description,main.sortorder,main.creator,main.created,main.lastupdatedby,main.lastupdated,main.disabled,main.lookuptype,main.repeated,main.pattern,main.maxvalues,main.basedon,main.rendertype,main.valuesclass ORDER BY MIN(ObjectCustomFields_1.SortOrder) ASC ; id | name | type | description | sortorder | creator | created | lastupdatedby | lastupdated | disabled | lookuptype | repeated | pattern | maxvalues | basedon | rendertype | valuesclass ----+------+------+-------------+-----------+---------+---------+---------------+-------------+----------+------------+----------+- --------+-----------+---------+------------+------------- (0 rows) Thanks, -Bill -- Bill McGonigle, Owner BFC Computing, LLC http://bfccomputing.com/ Telephone: +1.855.SW.LIBRE Email, IM, VOIP: bill at bfccomputing.com VCard: http://bfccomputing.com/vcard/bill.vcf Social networks: bill_mcgonigle/bill.mcgonigle From alexmv at bestpractical.com Tue Jul 22 12:50:41 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 22 Jul 2014 12:50:41 -0400 Subject: [rt-users] SQL error from Pg on 4.0.21 In-Reply-To: <53CE8EA4.4070104@bfccomputing.com> References: <53CE8EA4.4070104@bfccomputing.com> Message-ID: <53CE9661.9000807@bestpractical.com> On 07/22/2014 12:17 PM, Bill McGonigle wrote: > I've got a 4.0.21 system (recently upgraded from 4.0.8) Database is > Postgresql 8.4.20. I'm seeing intermittent ticket creation errors after > the update, and when I go to the log, I see SQL errors which are > reproducible at the console (assuming causation without proof): What version of DBIx::SearchBuilder? You can check via: perl -MDBIx::SearchBuilder\ 1000 - Alex From bill at bfccomputing.com Tue Jul 22 13:10:42 2014 From: bill at bfccomputing.com (Bill McGonigle) Date: Tue, 22 Jul 2014 13:10:42 -0400 Subject: [rt-users] SQL error from Pg on 4.0.21 In-Reply-To: <53CE9661.9000807@bestpractical.com> References: <53CE8EA4.4070104@bfccomputing.com> <53CE9661.9000807@bestpractical.com> Message-ID: <53CE9B12.4050606@bfccomputing.com> On 07/22/2014 12:50 PM, Alex Vandiver wrote: > What version of DBIx::SearchBuilder? $ perl -MDBIx::SearchBuilder\ 1000 DBIx::SearchBuilder version 1000 required--this is only version 1.65. BEGIN failed--compilation aborted. I did see this backtrace, but I'm not sure at which point the query is built (looks like DBIx::SearchBuilder::_DoSearch gets a perl object and builds the SQL?) DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f238c35c538)', 'SELECT main.* FROM CustomFields main JOIN ObjectCustomFields ...') called at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder.pm line 239 DBIx::SearchBuilder::_DoSearch('RT::CustomFields=HASH(0x7f238cba87d8)') called at /usr/share/perl5/vendor_perl/RT/SearchBuilder.pm line 347 RT::SearchBuilder::_DoSearch('RT::CustomFields=HASH(0x7f238cba87d8)') called at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder.pm line 507 DBIx::SearchBuilder::Next('RT::CustomFields=HASH(0x7f238cba87d8)') called at /usr/share/perl5/vendor_perl/RT/CustomFields.pm line 383 RT::CustomFields::Next('RT::CustomFields=HASH(0x7f238cba87d8)') called at /usr/share/rt/html/Elements/ValidateCustomFields line 51 HTML::Mason::Commands::__ANON__('CustomFields', 'RT::CustomFields=HASH(0x7f238cba87d8)', 'ARGSRef', 'HASH(0x7f238cb89bd8)') -Bill -- Bill McGonigle, Owner BFC Computing, LLC http://bfccomputing.com/ Telephone: +1.855.SW.LIBRE Email, IM, VOIP: bill at bfccomputing.com VCard: http://bfccomputing.com/vcard/bill.vcf Social networks: bill_mcgonigle/bill.mcgonigle From bill at bfccomputing.com Tue Jul 22 13:36:05 2014 From: bill at bfccomputing.com (Bill McGonigle) Date: Tue, 22 Jul 2014 13:36:05 -0400 Subject: [rt-users] SQL error from Pg on 4.0.21 In-Reply-To: <53CE9B12.4050606@bfccomputing.com> References: <53CE8EA4.4070104@bfccomputing.com> <53CE9661.9000807@bestpractical.com> <53CE9B12.4050606@bfccomputing.com> Message-ID: <53CEA105.2060105@bfccomputing.com> On 07/22/2014 01:10 PM, Bill McGonigle wrote: > I did see this backtrace, but I'm not sure at which point the query is built (looks like DBIx::SearchBuilder::_DoSearch gets a perl object and builds the SQL?) Maybe I see what's going on - I've got some mysql code paths being called. I wonder if I messed up the config. I have: Set($DatabaseType , 'Pg'); And it _is_ mostly working, so I gotta figure it's finding the right database (using the right DBD, etc.). So ... odd. -Bill [26226] [Tue Jul 22 16:52:53 2014] [warning]: DBD::Pg::st execute failed: ERROR: function last_insert_id() does not exist LINE 1: SELECT LAST_INSERT_ID() ^ HINT: No function matches the given name and argument types. You might need to add explicit type casts. at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm line 589. (/usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm:589) [26226] [Tue Jul 22 16:52:53 2014] [warning]: RT::Handle=HASH(0x7f238c35c538) couldn't execute the query 'SELECT LAST_INSERT_ID()' at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm line 602. DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f238c35c538)', 'SELECT LAST_INSERT_ID()') called at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm line 634 DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0x7f238c35c538)', 'SELECT LAST_INSERT_ID()') called at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle/mysql.pm line 44 DBIx::SearchBuilder::Handle::mysql::Insert('RT::Handle=HASH(0x7f238c35c538)', 'Tickets', 'Subject', 'openstack for Boston', 'Status', 'new', 'Queue', 5, 'Creator', ...) called at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Record.pm line 1320 DBIx::SearchBuilder::Record::Create('RT::Ticket=HASH(0x7f238cb99360)', 'Subject', 'openstack for Boston', 'Status', 'new', 'Queue', 5, 'Creator', 22, ...) called at /usr/share/perl5/vendor_perl/RT/Record.pm line 316 -- Bill McGonigle, Owner BFC Computing, LLC http://bfccomputing.com/ Telephone: +1.855.SW.LIBRE Email, IM, VOIP: bill at bfccomputing.com VCard: http://bfccomputing.com/vcard/bill.vcf Social networks: bill_mcgonigle/bill.mcgonigle From mcyclegar at gmail.com Wed Jul 23 13:47:32 2014 From: mcyclegar at gmail.com (Mohammed Cyclegar) Date: Wed, 23 Jul 2014 13:47:32 -0400 Subject: [rt-users] need consulting help Message-ID: I am in need of help for the following tasks. 1) Email configuration for all the Queues and user permissions. 2) Creating multiple tickets with parsing single incoming email which has multiple similar data set. If any one with good knowledge in perl is interested please quote me for the same. Please send in your quotes to mcyclegar at gmail.com with contact information and a flexible time to discuss. Thanks Mohammed -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Wed Jul 23 14:22:08 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 23 Jul 2014 14:22:08 -0400 Subject: [rt-users] SQL error from Pg on 4.0.21 In-Reply-To: <53CEA105.2060105@bfccomputing.com> References: <53CE8EA4.4070104@bfccomputing.com> <53CE9661.9000807@bestpractical.com> <53CE9B12.4050606@bfccomputing.com> <53CEA105.2060105@bfccomputing.com> Message-ID: <53CFFD50.9050603@bestpractical.com> On 07/22/2014 01:36 PM, Bill McGonigle wrote: > Maybe I see what's going on - I've got some mysql code paths being > called. I wonder if I messed up the config. > > I have: > > Set($DatabaseType , 'Pg'); > > And it _is_ mostly working, so I gotta figure it's finding the right > database (using the right DBD, etc.). So ... odd. I see from https://bugzilla.redhat.com/show_bug.cgi?id=1121601#c6 that you were upgrading between a version of 4.0.8 that you packaged yourself to a 4.0.21 package that is currently in testing. You may do well to install a clean 4.0.21 from scratch and compare the two directory trees and configurations. - Alex From bill at bfccomputing.com Wed Jul 23 14:47:58 2014 From: bill at bfccomputing.com (Bill McGonigle) Date: Wed, 23 Jul 2014 14:47:58 -0400 Subject: [rt-users] SQL error from Pg on 4.0.21 In-Reply-To: <53CFFD50.9050603@bestpractical.com> References: <53CE8EA4.4070104@bfccomputing.com> <53CE9661.9000807@bestpractical.com> <53CE9B12.4050606@bfccomputing.com> <53CEA105.2060105@bfccomputing.com> <53CFFD50.9050603@bestpractical.com> Message-ID: <53D0035E.6010207@bfccomputing.com> On 07/23/2014 02:22 PM, Alex Vandiver wrote: > I see from https://bugzilla.redhat.com/show_bug.cgi?id=1121601#c6 that > you were upgrading between a version of 4.0.8 that you packaged yourself > to a 4.0.21 package that is currently in testing. You may do well to > install a clean 4.0.21 from scratch and compare the two directory trees > and configurations. They're in completely separate installation directories (/usr/share/rt4 for 4.0.8 and /usr/share/rt for 4.0.21), but it's a good point - I haven't verified that Ralf's latest SPEC doesn't break Pg support somehow. I rolled back to 4.0.8 for now and Pg is working as expected. -Bill -- Bill McGonigle, Owner BFC Computing, LLC http://bfccomputing.com/ Telephone: +1.855.SW.LIBRE Email, IM, VOIP: bill at bfccomputing.com VCard: http://bfccomputing.com/vcard/bill.vcf Social networks: bill_mcgonigle/bill.mcgonigle From jblaine at kickflop.net Wed Jul 23 14:56:10 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Wed, 23 Jul 2014 14:56:10 -0400 Subject: [rt-users] Delete dashboard? Delete saved search? Message-ID: <53D0054A.2010305@kickflop.net> I see no web UI method to delete either a dashboard or a saved search. Am I missing it? -- Jeff Blaine kickflop.net PGP/GnuPG Key ID: 0x0C8EDD02 From jblaine at kickflop.net Wed Jul 23 15:31:02 2014 From: jblaine at kickflop.net (Jeff Blaine) Date: Wed, 23 Jul 2014 15:31:02 -0400 Subject: [rt-users] "Told" in searches Message-ID: <53D00D76.5030907@kickflop.net> Shouldn't "Told > '48 hours ago'" return the tickets that have NEVER even been "Told"? It doesn't as far as I can see. I'm failing to find a way to search for tickets that have never been told. RT 4.2.3. Thoughts? -- Jeff Blaine kickflop.net PGP/GnuPG Key ID: 0x0C8EDD02 From alex at peters.net Wed Jul 23 21:01:39 2014 From: alex at peters.net (Alex Peters) Date: Thu, 24 Jul 2014 11:01:39 +1000 Subject: [rt-users] "Told" in searches In-Reply-To: <53D00D76.5030907@kickflop.net> References: <53D00D76.5030907@kickflop.net> Message-ID: If a ticket has never been told, then logically it can't have been told within the past 48 hours. The following search should do what you want: (Told = 0 OR Told > '48 hours ago') On 24 July 2014 05:31, Jeff Blaine wrote: > Shouldn't "Told > '48 hours ago'" return the tickets that have NEVER > even been "Told"? > > It doesn't as far as I can see. > > I'm failing to find a way to search for tickets that have never been told. > > RT 4.2.3. > > Thoughts? > > -- > Jeff Blaine > kickflop.net > PGP/GnuPG Key ID: 0x0C8EDD02 > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Wed Jul 23 21:03:38 2014 From: alex at peters.net (Alex Peters) Date: Thu, 24 Jul 2014 11:03:38 +1000 Subject: [rt-users] Delete dashboard? Delete saved search? In-Reply-To: <53D0054A.2010305@kickflop.net> References: <53D0054A.2010305@kickflop.net> Message-ID: Saved searches can be deleted from the Edit Search screen after loading it. Dashboards can be deleted from within the Basics screen for those dashboards. On 24 July 2014 04:56, Jeff Blaine wrote: > I see no web UI method to delete either a dashboard or a saved search. > > Am I missing it? > > -- > Jeff Blaine > kickflop.net > PGP/GnuPG Key ID: 0x0C8EDD02 > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mcc171 at psu.edu Wed Jul 23 21:07:37 2014 From: mcc171 at psu.edu (Mark Campbell) Date: Wed, 23 Jul 2014 21:07:37 -0400 Subject: [rt-users] Default My Ticket Message-ID: <53D05C59.4030502@psu.edu> Is there a way to edit the default My Tickets search that is provided on the home screen to include tickets the user that is logged in is CCed or a requestor on? Thanks Mark From alex at peters.net Wed Jul 23 21:37:30 2014 From: alex at peters.net (Alex Peters) Date: Thu, 24 Jul 2014 11:37:30 +1000 Subject: [rt-users] Default My Ticket In-Reply-To: <53D05C59.4030502@psu.edu> References: <53D05C59.4030502@psu.edu> Message-ID: Technically, a user's tickets are only theirs if they own them. However, components can easily be added and removed from the home screen so another option is to create a saved search, possibly called "My Requests," which returns all tickets matching those criteria: Requestor.id = '__CurrentUser__' OR Cc.id = '__CurrentUser__' or if you want to replace the existing My Tickets component and have the results include owned tickets: Owner = '__CurrentUser__' OR Requestor.id = '__CurrentUser__' OR Cc.id = '__CurrentUser__' That saved search can then be placed directly on the home screen either in addition to or in place of the original My Tickets component. The default home screen setup ("RT at a glance") can be modified globally (via the Admin menu when logged in as a superuser) if you want this change to apply to all users by default, but every user can set this screen up in their own way too. On 24 July 2014 11:07, Mark Campbell wrote: > Is there a way to edit the default My Tickets search that is provided on > the home screen to include tickets the user that is logged in is CCed or a > requestor on? > > Thanks > > Mark > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mcc171 at psu.edu Wed Jul 23 21:49:09 2014 From: mcc171 at psu.edu (Mark Campbell) Date: Wed, 23 Jul 2014 21:49:09 -0400 Subject: [rt-users] Default My Ticket In-Reply-To: References: <53D05C59.4030502@psu.edu> Message-ID: <53D06615.7000202@psu.edu> So I had created a saved search but failed to use the Requestor.id or CC.id and that was what was causing the problem. I used .Name instead. Works great now. Thanks for the help. Mark On 7/23/2014 9:37 PM, Alex Peters wrote: > Technically, a user's tickets are only theirs if they own them. > > However, components can easily be added and removed from the home > screen so another option is to create a saved search, possibly called > "My Requests," which returns all tickets matching those criteria: > > Requestor.id = '__CurrentUser__' OR Cc.id = '__CurrentUser__' > > or if you want to replace the existing My Tickets component and have > the results include owned tickets: > > Owner = '__CurrentUser__' OR Requestor.id = '__CurrentUser__' OR Cc.id > = '__CurrentUser__' > > That saved search can then be placed directly on the home screen > either in addition to or in place of the original My Tickets > component. The default home screen setup ("RT at a glance") can be > modified globally (via the Admin menu when logged in as a superuser) > if you want this change to apply to all users by default, but every > user can set this screen up in their own way too. > > > > On 24 July 2014 11:07, Mark Campbell > wrote: > > Is there a way to edit the default My Tickets search that is > provided on the home screen to include tickets the user that is > logged in is CCed or a requestor on? > > Thanks > > Mark > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From tamas.szep at govcert.hu Thu Jul 24 08:32:39 2014 From: tamas.szep at govcert.hu (=?ISO-8859-2?Q?=22Tam=E1s=2C_Sz=E9p=22?=) Date: Thu, 24 Jul 2014 14:32:39 +0200 Subject: [rt-users] Vintage upgrade fails Message-ID: <53D0FCE7.2050105@govcert.hu> Hello, I try to upgrade RT 3.0.12 to RT 4.0.20. It works well until finally I get to the make upgrade-database command which dies. See below. I do these as root user. -----BEGIN----- root at ubuntu:/w/install/new/rt# make upgrade-database /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action upgrade --prompt-for-dba-password In order to create or update your RT database, this script needs to connect to your mysql instance on localhost (port '') as root Please specify that user's database password below. If the user has no database password, just press return. Password: -----HERE I TYPE THE DB ROOT PASSWORD----- Working with: Type: mysql Host: localhost Port: Name: rt4 User: rt_user DBA: root Enter RT version you're upgrading from: 3.0.12 -----UPGRADING FROM THIS----- Going to apply following upgrades: * 3.1.0 * 3.1.15 -----CUT TO SHORTEN THE LIST----- * 4.0.18 * 4.0.19 Enter RT version if you want to stop upgrade at some point, or leave it blank if you want apply above upgrades: -----I JUST PRESS ENTER HERE----- IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP Proceed [y/N]:y Processing 3.1.0 Now populating database schema. Now inserting database ACLs. -----HERE COMES THE ERROR----- DBI connect('dbname=rt4;host=localhost','rt_user',...) failed: Access denied for user 'rt_user'@'localhost' (using password: YES) at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 105. Connect Failed Access denied for user 'rt_user'@'localhost' (using password: YES) at /w/install/new/rt/sbin/../lib/RT.pm line 211. make: *** [upgrade-database] Error 255 -----END----- I need help. Thank you. Best regards, Tamas Szep GovCERT-Hungary From alex at peters.net Thu Jul 24 08:57:15 2014 From: alex at peters.net (Alex Peters) Date: Thu, 24 Jul 2014 22:57:15 +1000 Subject: [rt-users] Vintage upgrade fails In-Reply-To: <53D0FCE7.2050105@govcert.hu> References: <53D0FCE7.2050105@govcert.hu> Message-ID: Running this step as the Unix root user should not be necessary. The error message is interesting, because it suggests that RT is not attempting to connect to the database as the correct database user. Do you have two separate database user accounts set up for RT?one for regular use, and one for database upgrades? If not, consider running the following command instead: /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action upgrade --prompt-for-dba-password --dba XXX where XXX is the name of the database user. On 24 July 2014 22:32, "Tam?s, Sz?p" wrote: > Hello, > > I try to upgrade RT 3.0.12 to RT 4.0.20. It works well until finally I > get to the > make upgrade-database > command which dies. See below. I do these as root user. > > -----BEGIN----- > root at ubuntu:/w/install/new/rt# make upgrade-database > > /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database > --action upgrade --prompt-for-dba-password > In order to create or update your RT database, this script needs to > connect to your mysql instance on localhost (port '') as root > Please specify that user's database password below. If the user has no > database > password, just press return. > > Password: -----HERE I TYPE THE DB ROOT PASSWORD----- > Working with: > Type: mysql > Host: localhost > Port: > Name: rt4 > User: rt_user > DBA: root > Enter RT version you're upgrading from: 3.0.12 -----UPGRADING FROM > THIS----- > > Going to apply following upgrades: > * 3.1.0 > * 3.1.15 > -----CUT TO SHORTEN THE LIST----- > * 4.0.18 > * 4.0.19 > > Enter RT version if you want to stop upgrade at some point, > or leave it blank if you want apply above upgrades: -----I JUST PRESS > ENTER HERE----- > > IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP > > Proceed [y/N]:y > Processing 3.1.0 > Now populating database schema. > Now inserting database ACLs. > -----HERE COMES THE ERROR----- > DBI connect('dbname=rt4;host=localhost','rt_user',...) failed: Access > denied for user 'rt_user'@'localhost' (using password: YES) at > /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 105. > Connect Failed Access denied for user 'rt_user'@'localhost' (using > password: YES) > at /w/install/new/rt/sbin/../lib/RT.pm line 211. > make: *** [upgrade-database] Error 255 > -----END----- > > I need help. Thank you. > > Best regards, > > Tamas Szep > GovCERT-Hungary > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From tamas.szep at govcert.hu Thu Jul 24 09:18:59 2014 From: tamas.szep at govcert.hu (=?UTF-8?B?IlRhbcOhcywgU3rDqXAi?=) Date: Thu, 24 Jul 2014 15:18:59 +0200 Subject: [rt-users] Vintage upgrade fails In-Reply-To: References: <53D0FCE7.2050105@govcert.hu> Message-ID: <53D107C3.9040201@govcert.hu> I only have one database user, the default 'root' DB user with a password. The command you suggested results the same error unfortunately. I do these in a sandbox environment so I can step back to any saved snapshots and try and try again. The RT4 upgrade process is done except this final one, the database upgrade. Any more ideas? Tamas on 2014.07.24. 14:57, Alex Peters wrote: > Running this step as the Unix root user should not be necessary. > > The error message is interesting, because it suggests that RT is not > attempting to connect to the database as the correct database user. > > Do you have two separate database user accounts set up for RT?one for > regular use, and one for database upgrades? > > If not, consider running the following command instead: > > /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib > sbin/rt-setup-database --action > upgrade --prompt-for-dba-password --dba XXX > > where XXX is the name of the database user. > > > On 24 July 2014 22:32, "Tam?s, Sz?p" wrote: > >> Hello, >> >> I try to upgrade RT 3.0.12 to RT 4.0.20. It works well until finally I >> get to the >> make upgrade-database >> command which dies. See below. I do these as root user. >> >> -----BEGIN----- >> root at ubuntu:/w/install/new/rt# make upgrade-database >> >> /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database >> --action upgrade --prompt-for-dba-password >> In order to create or update your RT database, this script needs to >> connect to your mysql instance on localhost (port '') as root >> Please specify that user's database password below. If the user has no >> database >> password, just press return. >> >> Password: -----HERE I TYPE THE DB ROOT PASSWORD----- >> Working with: >> Type: mysql >> Host: localhost >> Port: >> Name: rt4 >> User: rt_user >> DBA: root >> Enter RT version you're upgrading from: 3.0.12 -----UPGRADING FROM >> THIS----- >> >> Going to apply following upgrades: >> * 3.1.0 >> * 3.1.15 >> -----CUT TO SHORTEN THE LIST----- >> * 4.0.18 >> * 4.0.19 >> >> Enter RT version if you want to stop upgrade at some point, >> or leave it blank if you want apply above upgrades: -----I JUST PRESS >> ENTER HERE----- >> >> IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP >> >> Proceed [y/N]:y >> Processing 3.1.0 >> Now populating database schema. >> Now inserting database ACLs. >> -----HERE COMES THE ERROR----- >> DBI connect('dbname=rt4;host=localhost','rt_user',...) failed: Access >> denied for user 'rt_user'@'localhost' (using password: YES) at >> /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 105. >> Connect Failed Access denied for user 'rt_user'@'localhost' (using >> password: YES) >> at /w/install/new/rt/sbin/../lib/RT.pm line 211. >> make: *** [upgrade-database] Error 255 >> -----END----- >> >> I need help. Thank you. >> >> Best regards, >> >> Tamas Szep >> GovCERT-Hungary >> -- >> RT Training - Boston, September 9-10 >> http://bestpractical.com/training >> > From Bernhard.Eierschmalz at scheppach.com Thu Jul 24 09:14:32 2014 From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard) Date: Thu, 24 Jul 2014 13:14:32 +0000 Subject: [rt-users] absence planning Message-ID: <97344147CBA1644584462D6D81C43CE4138041D5@svex.scheppach.local> Hello, I want to build some absence planning into our RT to avoid that absent users receive messages and nobody sees this message. What I'm planning is the following: 1. Creating a user's custom field "absent" which is yes or no 2. When a user is absence, this user changes this field to yes, when he's back he changes back to no 3. When the status of one ticket with absent owner (where custom field value is "yes") changes, the owner show be set to nobody (so the other colleagues can find the ticket so I planned to set up this with a Scrip. Scrip Action is easy. It's $self->TicketObj->SetOwner ( $RT::Nobody->id ); Return 1; What I'm having problems with is Scrip Condition. For the first step, I tried to run the scrip on any update, so I only have to check whether the absent-CF is yes or no I tried the following line: return 1 if $self->TicketObj->Owner->Customfields->CustomFieldValue('absent') eq "yes"; but this isn't working. What is wrong? A second step will be to check, what exactly was changed (and only run if status was changed). I think I can do this with return 0 unless $self->TransactionObj->Type eq "Status" in front of the other code; am I right? Best regards, Bernhard, -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Thu Jul 24 09:27:08 2014 From: alex at peters.net (Alex Peters) Date: Thu, 24 Jul 2014 23:27:08 +1000 Subject: [rt-users] Vintage upgrade fails In-Reply-To: <53D107C3.9040201@govcert.hu> References: <53D0FCE7.2050105@govcert.hu> <53D107C3.9040201@govcert.hu> Message-ID: RT is defaulting to database username "rt_user" because you didn't specify the correct value when you ran the configure script. You can work around this by setting environment variable RT_DB_USER to "root" before running the command: RT_DB_USER=root /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action upgrade --prompt-for-dba-password --dba root On 24 July 2014 23:18, "Tam?s, Sz?p" wrote: > I only have one database user, the default 'root' DB user with a password. > The command you suggested results the same error unfortunately. > I do these in a sandbox environment so I can step back to any saved > snapshots and try and try again. The RT4 upgrade process is done except > this final one, the database upgrade. > Any more ideas? > > Tamas > > on 2014.07.24. 14:57, Alex Peters wrote: > > Running this step as the Unix root user should not be necessary. > > > > The error message is interesting, because it suggests that RT is not > > attempting to connect to the database as the correct database user. > > > > Do you have two separate database user accounts set up for RT?one for > > regular use, and one for database upgrades? > > > > If not, consider running the following command instead: > > > > /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib > > sbin/rt-setup-database --action > > upgrade --prompt-for-dba-password --dba XXX > > > > where XXX is the name of the database user. > > > > > > On 24 July 2014 22:32, "Tam?s, Sz?p" wrote: > > > >> Hello, > >> > >> I try to upgrade RT 3.0.12 to RT 4.0.20. It works well until finally I > >> get to the > >> make upgrade-database > >> command which dies. See below. I do these as root user. > >> > >> -----BEGIN----- > >> root at ubuntu:/w/install/new/rt# make upgrade-database > >> > >> /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database > >> --action upgrade --prompt-for-dba-password > >> In order to create or update your RT database, this script needs to > >> connect to your mysql instance on localhost (port '') as root > >> Please specify that user's database password below. If the user has no > >> database > >> password, just press return. > >> > >> Password: -----HERE I TYPE THE DB ROOT PASSWORD----- > >> Working with: > >> Type: mysql > >> Host: localhost > >> Port: > >> Name: rt4 > >> User: rt_user > >> DBA: root > >> Enter RT version you're upgrading from: 3.0.12 -----UPGRADING FROM > >> THIS----- > >> > >> Going to apply following upgrades: > >> * 3.1.0 > >> * 3.1.15 > >> -----CUT TO SHORTEN THE LIST----- > >> * 4.0.18 > >> * 4.0.19 > >> > >> Enter RT version if you want to stop upgrade at some point, > >> or leave it blank if you want apply above upgrades: -----I JUST PRESS > >> ENTER HERE----- > >> > >> IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP > >> > >> Proceed [y/N]:y > >> Processing 3.1.0 > >> Now populating database schema. > >> Now inserting database ACLs. > >> -----HERE COMES THE ERROR----- > >> DBI connect('dbname=rt4;host=localhost','rt_user',...) failed: Access > >> denied for user 'rt_user'@'localhost' (using password: YES) at > >> /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 105. > >> Connect Failed Access denied for user 'rt_user'@'localhost' (using > >> password: YES) > >> at /w/install/new/rt/sbin/../lib/RT.pm line 211. > >> make: *** [upgrade-database] Error 255 > >> -----END----- > >> > >> I need help. Thank you. > >> > >> Best regards, > >> > >> Tamas Szep > >> GovCERT-Hungary > >> -- > >> RT Training - Boston, September 9-10 > >> http://bestpractical.com/training > >> > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Thu Jul 24 09:33:02 2014 From: alex at peters.net (Alex Peters) Date: Thu, 24 Jul 2014 23:33:02 +1000 Subject: [rt-users] absence planning In-Reply-To: <97344147CBA1644584462D6D81C43CE4138041D5@svex.scheppach.local> References: <97344147CBA1644584462D6D81C43CE4138041D5@svex.scheppach.local> Message-ID: You can probably use: $self->TicketObj->OwnerObj->FirstCustomFieldValue('absent') to access the value of the owner's "absent" custom field. I don't understand why you are testing for a ticket status change. Wouldn't you want the scrip to run only when correspondence occurs? On 24 July 2014 23:14, Eierschmalz, Bernhard < Bernhard.Eierschmalz at scheppach.com> wrote: > Hello, > > > > I want to build some absence planning into our RT to avoid that absent > users receive messages and nobody sees this message. What I?m planning is > the following: > > > > 1. Creating a user?s custom field ?absent? which is yes or no > > 2. When a user is absence, this user changes this field to yes, when > he?s back he changes back to no > > 3. When the status of one ticket with absent owner (where custom > field value is ?yes?) changes, the owner show be set to nobody (so the > other colleagues can find the ticket > > > > > > so I planned to set up this with a Scrip. > > Scrip Action is easy. It?s > > *$self->TicketObj->SetOwner ( $RT::Nobody->id );* > > *Return 1;* > > > > > > > > What I?m having problems with is Scrip Condition. > > > > For the first step, I tried to run the scrip on any update, so I only have > to check whether the absent-CF is yes or no > > I tried the following line: > > *return 1 if > $self->TicketObj->Owner->Customfields->CustomFieldValue(?absent?) eq ?yes?;* > > > > but this isn?t working. What is wrong? > > > > > > A second step will be to check, what exactly was changed (and only run if > status was changed). > > I think I can do this with > > *return 0 unless $self->TransactionObj->Type eq ?Status? * > > > > in front of the other code; am I right? > > > > > > > > Best regards, > > > > Bernhard, > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From tamas.szep at govcert.hu Thu Jul 24 09:41:43 2014 From: tamas.szep at govcert.hu (=?UTF-8?B?IlRhbcOhcywgU3rDqXAi?=) Date: Thu, 24 Jul 2014 15:41:43 +0200 Subject: [rt-users] Vintage upgrade fails In-Reply-To: References: <53D0FCE7.2050105@govcert.hu> <53D107C3.9040201@govcert.hu> Message-ID: <53D10D17.8060707@govcert.hu> Now it says (went back to the right snapshot ofcourse): Processing 3.1.0 Now populating database schema. Now inserting database ACLs. DBI connect('dbname=rt4;host=localhost','root',...) failed: Access denied for user 'root'@'localhost' (using password: YES) at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 105. Connect Failed Access denied for user 'root'@'localhost' (using password: YES) at /w/install/new/rt/sbin/../lib/RT.pm line 211. FYI: as I work in a sandbox, everything is left as it was installed: RT 3.0.12 and IR 1.0.5. Have not edit a single file and that is why it is strange to me because the upgrade should work fluently. Should I try to create the 'rt_user' DB user? I don't think that would be a solution but who knows. Tamas on 2014.07.24. 15:27, Alex Peters wrote: > RT is defaulting to database username "rt_user" because you didn't specify > the correct value when you ran the configure script. > > You can work around this by setting environment variable RT_DB_USER to > "root" before running the command: > > RT_DB_USER=root /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib > sbin/rt-setup-database --action upgrade --prompt-for-dba-password --dba root > > > On 24 July 2014 23:18, "Tam?s, Sz?p" wrote: > >> I only have one database user, the default 'root' DB user with a password. >> The command you suggested results the same error unfortunately. >> I do these in a sandbox environment so I can step back to any saved >> snapshots and try and try again. The RT4 upgrade process is done except >> this final one, the database upgrade. >> Any more ideas? >> >> Tamas >> >> on 2014.07.24. 14:57, Alex Peters wrote: >>> Running this step as the Unix root user should not be necessary. >>> >>> The error message is interesting, because it suggests that RT is not >>> attempting to connect to the database as the correct database user. >>> >>> Do you have two separate database user accounts set up for RT?one for >>> regular use, and one for database upgrades? >>> >>> If not, consider running the following command instead: >>> >>> /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib >>> sbin/rt-setup-database --action >>> upgrade --prompt-for-dba-password --dba XXX >>> >>> where XXX is the name of the database user. >>> >>> >>> On 24 July 2014 22:32, "Tam?s, Sz?p" wrote: >>> >>>> Hello, >>>> >>>> I try to upgrade RT 3.0.12 to RT 4.0.20. It works well until finally I >>>> get to the >>>> make upgrade-database >>>> command which dies. See below. I do these as root user. >>>> >>>> -----BEGIN----- >>>> root at ubuntu:/w/install/new/rt# make upgrade-database >>>> >>>> /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database >>>> --action upgrade --prompt-for-dba-password >>>> In order to create or update your RT database, this script needs to >>>> connect to your mysql instance on localhost (port '') as root >>>> Please specify that user's database password below. If the user has no >>>> database >>>> password, just press return. >>>> >>>> Password: -----HERE I TYPE THE DB ROOT PASSWORD----- >>>> Working with: >>>> Type: mysql >>>> Host: localhost >>>> Port: >>>> Name: rt4 >>>> User: rt_user >>>> DBA: root >>>> Enter RT version you're upgrading from: 3.0.12 -----UPGRADING FROM >>>> THIS----- >>>> >>>> Going to apply following upgrades: >>>> * 3.1.0 >>>> * 3.1.15 >>>> -----CUT TO SHORTEN THE LIST----- >>>> * 4.0.18 >>>> * 4.0.19 >>>> >>>> Enter RT version if you want to stop upgrade at some point, >>>> or leave it blank if you want apply above upgrades: -----I JUST PRESS >>>> ENTER HERE----- >>>> >>>> IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP >>>> >>>> Proceed [y/N]:y >>>> Processing 3.1.0 >>>> Now populating database schema. >>>> Now inserting database ACLs. >>>> -----HERE COMES THE ERROR----- >>>> DBI connect('dbname=rt4;host=localhost','rt_user',...) failed: Access >>>> denied for user 'rt_user'@'localhost' (using password: YES) at >>>> /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 105. >>>> Connect Failed Access denied for user 'rt_user'@'localhost' (using >>>> password: YES) >>>> at /w/install/new/rt/sbin/../lib/RT.pm line 211. >>>> make: *** [upgrade-database] Error 255 >>>> -----END----- >>>> >>>> I need help. Thank you. >>>> >>>> Best regards, >>>> >>>> Tamas Szep >>>> GovCERT-Hungary >>>> -- >>>> RT Training - Boston, September 9-10 >>>> http://bestpractical.com/training >>>> From alex at peters.net Thu Jul 24 09:43:17 2014 From: alex at peters.net (Alex Peters) Date: Thu, 24 Jul 2014 23:43:17 +1000 Subject: [rt-users] Vintage upgrade fails In-Reply-To: <53D10D17.8060707@govcert.hu> References: <53D0FCE7.2050105@govcert.hu> <53D107C3.9040201@govcert.hu> <53D10D17.8060707@govcert.hu> Message-ID: To me, this suggests a problem independent of RT. Is your database running on localhost? What happens when you try to connect to the database directly with that username using a MySQL client? On 24 July 2014 23:41, "Tam?s, Sz?p" wrote: > Now it says (went back to the right snapshot ofcourse): > > Processing 3.1.0 > Now populating database schema. > Now inserting database ACLs. > DBI connect('dbname=rt4;host=localhost','root',...) failed: Access > denied for user 'root'@'localhost' (using password: YES) at > /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 105. > Connect Failed Access denied for user 'root'@'localhost' (using > password: YES) > at /w/install/new/rt/sbin/../lib/RT.pm line 211. > > FYI: as I work in a sandbox, everything is left as it was installed: RT > 3.0.12 and IR 1.0.5. Have not edit a single file and that is why it is > strange to me because the upgrade should work fluently. > > Should I try to create the 'rt_user' DB user? I don't think that would > be a solution but who knows. > > Tamas > > on 2014.07.24. 15:27, Alex Peters wrote: > > RT is defaulting to database username "rt_user" because you didn't > specify > > the correct value when you ran the configure script. > > > > You can work around this by setting environment variable RT_DB_USER to > > "root" before running the command: > > > > RT_DB_USER=root /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib > > sbin/rt-setup-database --action upgrade --prompt-for-dba-password --dba > root > > > > > > On 24 July 2014 23:18, "Tam?s, Sz?p" wrote: > > > >> I only have one database user, the default 'root' DB user with a > password. > >> The command you suggested results the same error unfortunately. > >> I do these in a sandbox environment so I can step back to any saved > >> snapshots and try and try again. The RT4 upgrade process is done except > >> this final one, the database upgrade. > >> Any more ideas? > >> > >> Tamas > >> > >> on 2014.07.24. 14:57, Alex Peters wrote: > >>> Running this step as the Unix root user should not be necessary. > >>> > >>> The error message is interesting, because it suggests that RT is not > >>> attempting to connect to the database as the correct database user. > >>> > >>> Do you have two separate database user accounts set up for RT?one for > >>> regular use, and one for database upgrades? > >>> > >>> If not, consider running the following command instead: > >>> > >>> /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib > >>> sbin/rt-setup-database --action > >>> upgrade --prompt-for-dba-password --dba XXX > >>> > >>> where XXX is the name of the database user. > >>> > >>> > >>> On 24 July 2014 22:32, "Tam?s, Sz?p" wrote: > >>> > >>>> Hello, > >>>> > >>>> I try to upgrade RT 3.0.12 to RT 4.0.20. It works well until finally I > >>>> get to the > >>>> make upgrade-database > >>>> command which dies. See below. I do these as root user. > >>>> > >>>> -----BEGIN----- > >>>> root at ubuntu:/w/install/new/rt# make upgrade-database > >>>> > >>>> /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib > sbin/rt-setup-database > >>>> --action upgrade --prompt-for-dba-password > >>>> In order to create or update your RT database, this script needs to > >>>> connect to your mysql instance on localhost (port '') as root > >>>> Please specify that user's database password below. If the user has no > >>>> database > >>>> password, just press return. > >>>> > >>>> Password: -----HERE I TYPE THE DB ROOT PASSWORD----- > >>>> Working with: > >>>> Type: mysql > >>>> Host: localhost > >>>> Port: > >>>> Name: rt4 > >>>> User: rt_user > >>>> DBA: root > >>>> Enter RT version you're upgrading from: 3.0.12 -----UPGRADING FROM > >>>> THIS----- > >>>> > >>>> Going to apply following upgrades: > >>>> * 3.1.0 > >>>> * 3.1.15 > >>>> -----CUT TO SHORTEN THE LIST----- > >>>> * 4.0.18 > >>>> * 4.0.19 > >>>> > >>>> Enter RT version if you want to stop upgrade at some point, > >>>> or leave it blank if you want apply above upgrades: -----I JUST > PRESS > >>>> ENTER HERE----- > >>>> > >>>> IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP > >>>> > >>>> Proceed [y/N]:y > >>>> Processing 3.1.0 > >>>> Now populating database schema. > >>>> Now inserting database ACLs. > >>>> -----HERE COMES THE ERROR----- > >>>> DBI connect('dbname=rt4;host=localhost','rt_user',...) failed: Access > >>>> denied for user 'rt_user'@'localhost' (using password: YES) at > >>>> /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 105. > >>>> Connect Failed Access denied for user 'rt_user'@'localhost' (using > >>>> password: YES) > >>>> at /w/install/new/rt/sbin/../lib/RT.pm line 211. > >>>> make: *** [upgrade-database] Error 255 > >>>> -----END----- > >>>> > >>>> I need help. Thank you. > >>>> > >>>> Best regards, > >>>> > >>>> Tamas Szep > >>>> GovCERT-Hungary > >>>> -- > >>>> RT Training - Boston, September 9-10 > >>>> http://bestpractical.com/training > >>>> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From tamas.szep at govcert.hu Thu Jul 24 09:54:20 2014 From: tamas.szep at govcert.hu (=?UTF-8?B?IlRhbcOhcywgU3rDqXAi?=) Date: Thu, 24 Jul 2014 15:54:20 +0200 Subject: [rt-users] Vintage upgrade fails In-Reply-To: References: <53D0FCE7.2050105@govcert.hu> <53D107C3.9040201@govcert.hu> <53D10D17.8060707@govcert.hu> Message-ID: <53D1100C.2080202@govcert.hu> Everything seems to work smoothly: root at ubuntu:/# mysql -u root -p Enter password: Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection id is 53 Server version: 5.5.38-0ubuntu0.12.04.1 (Ubuntu) -----blablabla----- mysql> show databases; +--------------------+ | Database | +--------------------+ | information_schema | | mysql | | performance_schema | | rt3 | | rt4 | +--------------------+ 5 rows in set (0.00 sec) mysql> use rt4; Reading table information for completion of table and column names You can turn off this feature to get a quicker startup with -A Database changed mysql> show tables; +-------------------------+ | Tables_in_rt4 | +-------------------------+ | ACL | | Attachments | | Attributes | | CachedGroupMembers | | CustomFieldValues | | CustomFields | | GroupMembers | | Groups | | Links | | Principals | | Queues | | ScripActions | | ScripConditions | | Scrips | | Sessions | | Templates | | TicketCustomFieldValues | | Tickets | | Transactions | | Users | +-------------------------+ 20 rows in set (0.00 sec) Before you ask: the 'rt4' database was created by me simply typing 'create database rt4;', because the upgrade process needs it, but it will not create it for you. That is why I have both 'rt3' and 'rt4'. on 2014.07.24. 15:43, Alex Peters wrote: > To me, this suggests a problem independent of RT. > > Is your database running on localhost? What happens when you try to > connect to the database directly with that username using a MySQL client? > > > On 24 July 2014 23:41, "Tam?s, Sz?p" wrote: > >> Now it says (went back to the right snapshot ofcourse): >> >> Processing 3.1.0 >> Now populating database schema. >> Now inserting database ACLs. >> DBI connect('dbname=rt4;host=localhost','root',...) failed: Access >> denied for user 'root'@'localhost' (using password: YES) at >> /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 105. >> Connect Failed Access denied for user 'root'@'localhost' (using >> password: YES) >> at /w/install/new/rt/sbin/../lib/RT.pm line 211. >> >> FYI: as I work in a sandbox, everything is left as it was installed: RT >> 3.0.12 and IR 1.0.5. Have not edit a single file and that is why it is >> strange to me because the upgrade should work fluently. >> >> Should I try to create the 'rt_user' DB user? I don't think that would >> be a solution but who knows. >> >> Tamas >> >> on 2014.07.24. 15:27, Alex Peters wrote: >>> RT is defaulting to database username "rt_user" because you didn't >> specify >>> the correct value when you ran the configure script. >>> >>> You can work around this by setting environment variable RT_DB_USER to >>> "root" before running the command: >>> >>> RT_DB_USER=root /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib >>> sbin/rt-setup-database --action upgrade --prompt-for-dba-password --dba >> root >>> >>> >>> On 24 July 2014 23:18, "Tam?s, Sz?p" wrote: >>> >>>> I only have one database user, the default 'root' DB user with a >> password. >>>> The command you suggested results the same error unfortunately. >>>> I do these in a sandbox environment so I can step back to any saved >>>> snapshots and try and try again. The RT4 upgrade process is done except >>>> this final one, the database upgrade. >>>> Any more ideas? >>>> >>>> Tamas >>>> >>>> on 2014.07.24. 14:57, Alex Peters wrote: >>>>> Running this step as the Unix root user should not be necessary. >>>>> >>>>> The error message is interesting, because it suggests that RT is not >>>>> attempting to connect to the database as the correct database user. >>>>> >>>>> Do you have two separate database user accounts set up for RT?one for >>>>> regular use, and one for database upgrades? >>>>> >>>>> If not, consider running the following command instead: >>>>> >>>>> /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib >>>>> sbin/rt-setup-database --action >>>>> upgrade --prompt-for-dba-password --dba XXX >>>>> >>>>> where XXX is the name of the database user. >>>>> >>>>> >>>>> On 24 July 2014 22:32, "Tam?s, Sz?p" wrote: >>>>> >>>>>> Hello, >>>>>> >>>>>> I try to upgrade RT 3.0.12 to RT 4.0.20. It works well until finally I >>>>>> get to the >>>>>> make upgrade-database >>>>>> command which dies. See below. I do these as root user. >>>>>> >>>>>> -----BEGIN----- >>>>>> root at ubuntu:/w/install/new/rt# make upgrade-database >>>>>> >>>>>> /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib >> sbin/rt-setup-database >>>>>> --action upgrade --prompt-for-dba-password >>>>>> In order to create or update your RT database, this script needs to >>>>>> connect to your mysql instance on localhost (port '') as root >>>>>> Please specify that user's database password below. If the user has no >>>>>> database >>>>>> password, just press return. >>>>>> >>>>>> Password: -----HERE I TYPE THE DB ROOT PASSWORD----- >>>>>> Working with: >>>>>> Type: mysql >>>>>> Host: localhost >>>>>> Port: >>>>>> Name: rt4 >>>>>> User: rt_user >>>>>> DBA: root >>>>>> Enter RT version you're upgrading from: 3.0.12 -----UPGRADING FROM >>>>>> THIS----- >>>>>> >>>>>> Going to apply following upgrades: >>>>>> * 3.1.0 >>>>>> * 3.1.15 >>>>>> -----CUT TO SHORTEN THE LIST----- >>>>>> * 4.0.18 >>>>>> * 4.0.19 >>>>>> >>>>>> Enter RT version if you want to stop upgrade at some point, >>>>>> or leave it blank if you want apply above upgrades: -----I JUST >> PRESS >>>>>> ENTER HERE----- >>>>>> >>>>>> IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP >>>>>> >>>>>> Proceed [y/N]:y >>>>>> Processing 3.1.0 >>>>>> Now populating database schema. >>>>>> Now inserting database ACLs. >>>>>> -----HERE COMES THE ERROR----- >>>>>> DBI connect('dbname=rt4;host=localhost','rt_user',...) failed: Access >>>>>> denied for user 'rt_user'@'localhost' (using password: YES) at >>>>>> /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 105. >>>>>> Connect Failed Access denied for user 'rt_user'@'localhost' (using >>>>>> password: YES) >>>>>> at /w/install/new/rt/sbin/../lib/RT.pm line 211. >>>>>> make: *** [upgrade-database] Error 255 >>>>>> -----END----- >>>>>> >>>>>> I need help. Thank you. >>>>>> >>>>>> Best regards, >>>>>> >>>>>> Tamas Szep >>>>>> GovCERT-Hungary >>>>>> -- >>>>>> RT Training - Boston, September 9-10 >>>>>> http://bestpractical.com/training >>>>>> >> > From alex at peters.net Thu Jul 24 10:05:31 2014 From: alex at peters.net (Alex Peters) Date: Fri, 25 Jul 2014 00:05:31 +1000 Subject: [rt-users] Vintage upgrade fails In-Reply-To: <53D1100C.2080202@govcert.hu> References: <53D0FCE7.2050105@govcert.hu> <53D107C3.9040201@govcert.hu> <53D10D17.8060707@govcert.hu> <53D1100C.2080202@govcert.hu> Message-ID: I've just realised that RT will be using a default password of "rt_pass" in some cases. Try additionally setting the RT_DB_PASSWORD environment variable before running the script. Alternatively, create an RT_SiteConfig.pm file in the etc directory of your upgrade containing all of the necessary database configuration details. On 24 July 2014 23:54, "Tam?s, Sz?p" wrote: > Everything seems to work smoothly: > > root at ubuntu:/# mysql -u root -p > Enter password: > Welcome to the MySQL monitor. Commands end with ; or \g. > Your MySQL connection id is 53 > Server version: 5.5.38-0ubuntu0.12.04.1 (Ubuntu) > > -----blablabla----- > > mysql> show databases; > +--------------------+ > | Database | > +--------------------+ > | information_schema | > | mysql | > | performance_schema | > | rt3 | > | rt4 | > +--------------------+ > 5 rows in set (0.00 sec) > > mysql> use rt4; > Reading table information for completion of table and column names > You can turn off this feature to get a quicker startup with -A > > Database changed > mysql> show tables; > +-------------------------+ > | Tables_in_rt4 | > +-------------------------+ > | ACL | > | Attachments | > | Attributes | > | CachedGroupMembers | > | CustomFieldValues | > | CustomFields | > | GroupMembers | > | Groups | > | Links | > | Principals | > | Queues | > | ScripActions | > | ScripConditions | > | Scrips | > | Sessions | > | Templates | > | TicketCustomFieldValues | > | Tickets | > | Transactions | > | Users | > +-------------------------+ > 20 rows in set (0.00 sec) > > > Before you ask: the 'rt4' database was created by me simply typing > 'create database rt4;', because the upgrade process needs it, but it > will not create it for you. That is why I have both 'rt3' and 'rt4'. > > > on 2014.07.24. 15:43, Alex Peters wrote: > > To me, this suggests a problem independent of RT. > > > > Is your database running on localhost? What happens when you try to > > connect to the database directly with that username using a MySQL client? > > > > > > On 24 July 2014 23:41, "Tam?s, Sz?p" wrote: > > > >> Now it says (went back to the right snapshot ofcourse): > >> > >> Processing 3.1.0 > >> Now populating database schema. > >> Now inserting database ACLs. > >> DBI connect('dbname=rt4;host=localhost','root',...) failed: Access > >> denied for user 'root'@'localhost' (using password: YES) at > >> /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 105. > >> Connect Failed Access denied for user 'root'@'localhost' (using > >> password: YES) > >> at /w/install/new/rt/sbin/../lib/RT.pm line 211. > >> > >> FYI: as I work in a sandbox, everything is left as it was installed: RT > >> 3.0.12 and IR 1.0.5. Have not edit a single file and that is why it is > >> strange to me because the upgrade should work fluently. > >> > >> Should I try to create the 'rt_user' DB user? I don't think that would > >> be a solution but who knows. > >> > >> Tamas > >> > >> on 2014.07.24. 15:27, Alex Peters wrote: > >>> RT is defaulting to database username "rt_user" because you didn't > >> specify > >>> the correct value when you ran the configure script. > >>> > >>> You can work around this by setting environment variable RT_DB_USER to > >>> "root" before running the command: > >>> > >>> RT_DB_USER=root /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib > >>> sbin/rt-setup-database --action upgrade --prompt-for-dba-password --dba > >> root > >>> > >>> > >>> On 24 July 2014 23:18, "Tam?s, Sz?p" wrote: > >>> > >>>> I only have one database user, the default 'root' DB user with a > >> password. > >>>> The command you suggested results the same error unfortunately. > >>>> I do these in a sandbox environment so I can step back to any saved > >>>> snapshots and try and try again. The RT4 upgrade process is done > except > >>>> this final one, the database upgrade. > >>>> Any more ideas? > >>>> > >>>> Tamas > >>>> > >>>> on 2014.07.24. 14:57, Alex Peters wrote: > >>>>> Running this step as the Unix root user should not be necessary. > >>>>> > >>>>> The error message is interesting, because it suggests that RT is not > >>>>> attempting to connect to the database as the correct database user. > >>>>> > >>>>> Do you have two separate database user accounts set up for RT?one for > >>>>> regular use, and one for database upgrades? > >>>>> > >>>>> If not, consider running the following command instead: > >>>>> > >>>>> /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib > >>>>> sbin/rt-setup-database --action > >>>>> upgrade --prompt-for-dba-password --dba XXX > >>>>> > >>>>> where XXX is the name of the database user. > >>>>> > >>>>> > >>>>> On 24 July 2014 22:32, "Tam?s, Sz?p" wrote: > >>>>> > >>>>>> Hello, > >>>>>> > >>>>>> I try to upgrade RT 3.0.12 to RT 4.0.20. It works well until > finally I > >>>>>> get to the > >>>>>> make upgrade-database > >>>>>> command which dies. See below. I do these as root user. > >>>>>> > >>>>>> -----BEGIN----- > >>>>>> root at ubuntu:/w/install/new/rt# make upgrade-database > >>>>>> > >>>>>> /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib > >> sbin/rt-setup-database > >>>>>> --action upgrade --prompt-for-dba-password > >>>>>> In order to create or update your RT database, this script needs to > >>>>>> connect to your mysql instance on localhost (port '') as root > >>>>>> Please specify that user's database password below. If the user has > no > >>>>>> database > >>>>>> password, just press return. > >>>>>> > >>>>>> Password: -----HERE I TYPE THE DB ROOT PASSWORD----- > >>>>>> Working with: > >>>>>> Type: mysql > >>>>>> Host: localhost > >>>>>> Port: > >>>>>> Name: rt4 > >>>>>> User: rt_user > >>>>>> DBA: root > >>>>>> Enter RT version you're upgrading from: 3.0.12 -----UPGRADING FROM > >>>>>> THIS----- > >>>>>> > >>>>>> Going to apply following upgrades: > >>>>>> * 3.1.0 > >>>>>> * 3.1.15 > >>>>>> -----CUT TO SHORTEN THE LIST----- > >>>>>> * 4.0.18 > >>>>>> * 4.0.19 > >>>>>> > >>>>>> Enter RT version if you want to stop upgrade at some point, > >>>>>> or leave it blank if you want apply above upgrades: -----I JUST > >> PRESS > >>>>>> ENTER HERE----- > >>>>>> > >>>>>> IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP > >>>>>> > >>>>>> Proceed [y/N]:y > >>>>>> Processing 3.1.0 > >>>>>> Now populating database schema. > >>>>>> Now inserting database ACLs. > >>>>>> -----HERE COMES THE ERROR----- > >>>>>> DBI connect('dbname=rt4;host=localhost','rt_user',...) failed: > Access > >>>>>> denied for user 'rt_user'@'localhost' (using password: YES) at > >>>>>> /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 105. > >>>>>> Connect Failed Access denied for user 'rt_user'@'localhost' (using > >>>>>> password: YES) > >>>>>> at /w/install/new/rt/sbin/../lib/RT.pm line 211. > >>>>>> make: *** [upgrade-database] Error 255 > >>>>>> -----END----- > >>>>>> > >>>>>> I need help. Thank you. > >>>>>> > >>>>>> Best regards, > >>>>>> > >>>>>> Tamas Szep > >>>>>> GovCERT-Hungary > >>>>>> -- > >>>>>> RT Training - Boston, September 9-10 > >>>>>> http://bestpractical.com/training > >>>>>> > >> > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Thu Jul 24 10:11:20 2014 From: alex at peters.net (Alex Peters) Date: Fri, 25 Jul 2014 00:11:20 +1000 Subject: [rt-users] absence planning In-Reply-To: <97344147CBA1644584462D6D81C43CE413804698@svex.scheppach.local> References: <97344147CBA1644584462D6D81C43CE4138041D5@svex.scheppach.local> <97344147CBA1644584462D6D81C43CE413804698@svex.scheppach.local> Message-ID: There might be API inconsistency across RT versions. What version of RT are you using? Also, are you receiving any errors in RT's logs when that code runs? If I understand you correctly, the "on correspond, open inactive tickets" scrip is interfering with your ability to test whether an absent owner's ticket was previously marked as stalled or resolved rather than open. If you move your scrip to execute before the scrip that opens inactive tickets on correspond, the interference should no longer occur. On 24 July 2014 23:56, Eierschmalz, Bernhard < Bernhard.Eierschmalz at scheppach.com> wrote: > So now I try: > > *return 1 if $self->TicketObj->FirstCustomFieldValue('absent') eq "yes";* > > > > But it still doesn?t work. What is wrong? > > > > I don't understand why you are testing for a ticket status change. > Wouldn't you want the scrip to run only when correspondence occurs? > > A user usually changes all his tickets to ?stalled? or ?resolved? when > he?s absent. When the user leaves tickets on ?open? during his absence that > means, nobody else can finish this ticket, only he can do it (e.g. on > larger projects) > > So when one of the stalled or resolved tickets receive an answer, the > status is changed and with my scrip the user will be nobody. > > > > > > Best regards, > > > > Bernhard > > > > *Von:* Alex Peters [mailto:alex at peters.net] > *Gesendet:* Donnerstag, 24. Juli 2014 15:33 > *An:* Eierschmalz, Bernhard > *Cc:* rt-users at lists.bestpractical.com > *Betreff:* Re: [rt-users] absence planning > > > > You can probably use: > > > > $self->TicketObj->OwnerObj->FirstCustomFieldValue('absent') > > > > to access the value of the owner's "absent" custom field. > > > > I don't understand why you are testing for a ticket status change. > Wouldn't you want the scrip to run only when correspondence occurs? > > > > On 24 July 2014 23:14, Eierschmalz, Bernhard < > Bernhard.Eierschmalz at scheppach.com> wrote: > > Hello, > > > > I want to build some absence planning into our RT to avoid that absent > users receive messages and nobody sees this message. What I?m planning is > the following: > > > > 1. Creating a user?s custom field ?absent? which is yes or no > > 2. When a user is absence, this user changes this field to yes, when > he?s back he changes back to no > > 3. When the status of one ticket with absent owner (where custom > field value is ?yes?) changes, the owner show be set to nobody (so the > other colleagues can find the ticket > > > > > > so I planned to set up this with a Scrip. > > Scrip Action is easy. It?s > > *$self->TicketObj->SetOwner ( $RT::Nobody->id );* > > *Return 1;* > > > > > > > > What I?m having problems with is Scrip Condition. > > > > For the first step, I tried to run the scrip on any update, so I only have > to check whether the absent-CF is yes or no > > I tried the following line: > > *return 1 if > $self->TicketObj->Owner->Customfields->CustomFieldValue(?absent?) eq ?yes?;* > > > > but this isn?t working. What is wrong? > > > > > > A second step will be to check, what exactly was changed (and only run if > status was changed). > > I think I can do this with > > *return 0 unless $self->TransactionObj->Type eq ?Status? * > > > > in front of the other code; am I right? > > > > > > > > Best regards, > > > > Bernhard, > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jul 24 10:20:36 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Jul 2014 10:20:36 -0400 Subject: [rt-users] "Told" in searches In-Reply-To: <53D00D76.5030907@kickflop.net> References: <53D00D76.5030907@kickflop.net> Message-ID: <20140724142036.GA2875@jibsheet.com> On Wed, Jul 23, 2014 at 03:31:02PM -0400, Jeff Blaine wrote: > Shouldn't "Told > '48 hours ago'" return the tickets that have NEVER > even been "Told"? > > It doesn't as far as I can see. > > I'm failing to find a way to search for tickets that have never been told. > > RT 4.2.3. The last upgrading bulletpoint here seems relevant http://bestpractical.com/docs/rt/latest/UPGRADING-4.2.html#___top Told IS NULL appears to do what you asked for (although not what your TicketSQL expressed). -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 Jul 24 10:44:45 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Jul 2014 10:44:45 -0400 Subject: [rt-users] Exporting charts In-Reply-To: <1404908211739-57886.post@n7.nabble.com> References: <1404908211739-57886.post@n7.nabble.com> Message-ID: <20140724144445.GB2875@jibsheet.com> On Wed, Jul 09, 2014 at 05:16:52AM -0700, andriusk wrote: > Is there any way to export charts or chart data from RT in excel, pdf, or > maybe json for data? Feeds -> spreadsheet is your best current bet. -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 Jul 24 10:47:45 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Jul 2014 10:47:45 -0400 Subject: [rt-users] An internal RT error has occurred.... In-Reply-To: <1404937808581-57891.post@n7.nabble.com> References: <1404937808581-57891.post@n7.nabble.com> Message-ID: <20140724144745.GC2875@jibsheet.com> On Wed, Jul 09, 2014 at 01:30:08PM -0700, Anthony24x wrote: > When trying to view ticket #27909 everything seem normal however at the > bottom of the history I see the following: > (/opt/rt4/share/html/Elements/ShowTransactionAttachments:182) > [17175] [Wed Jul 9 20:25:29 2014] [error]: Can't call method "Id" on an > undefined value at /opt/rt4/sbin/../lib/RT/URI/fsck_com_article.pm line 132. My guess is you have an article that has been deleted? You'll probably need to delete the corresponding transaction pointing to that deleted article. Theres a bug about this in the tracker. You can look at the transactions for a given ticket using the ObjectType/ObjectId fields on Transactions and the bad record should be easy to spot. -kevin > Stack: > [/opt/rt4/sbin/../lib/RT/URI/fsck_com_article.pm:132] > [/opt/rt4/sbin/../lib/RT/URI.pm:164] > [/opt/rt4/sbin/../lib/RT/Transaction.pm:999] > [/opt/rt4/sbin/../lib/RT/Transaction.pm:745] > [/opt/rt4/share/html/Elements/ShowTransaction:123] > [/opt/rt4/share/html/Elements/ShowHistory:121] > [/opt/rt4/share/html/Helpers/TicketHistory:48] > [/opt/rt4/share/html/Helpers/autohandler:51] > [/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/Interface/Web/Handler.pm:211) > [17176] [Wed Jul 9 20:25:29 2014] [debug]: SQL(0.000319s): SELECT * FROM > Users WHERE id = ?; [ bound values: '52' ] > (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1292) -------------- 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 Jul 24 10:48:07 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Jul 2014 10:48:07 -0400 Subject: [rt-users] Where are user prefs stored? In-Reply-To: <53BEC463.1090901@kickflop.net> References: <53BEC463.1090901@kickflop.net> Message-ID: <20140724144807.GD2875@jibsheet.com> On Thu, Jul 10, 2014 at 12:50:43PM -0400, Jeff Blaine wrote: > Where are user preferences stored? > I can't find them in the database. > RT 4.2.5 User preferences are attributes, like most other blobular data in RT without an obvious table. -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 Jul 24 10:50:14 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Jul 2014 10:50:14 -0400 Subject: [rt-users] RSS feeds on transactions and custom field links In-Reply-To: <26907777.24049201405411576483.JavaMail.mikko.talvenmaa@saunalahti.fi> References: <26907777.24049201405411576483.JavaMail.mikko.talvenmaa@saunalahti.fi> Message-ID: <20140724145014.GE2875@jibsheet.com> On Tue, Jul 15, 2014 at 11:06:16AM +0300, Mikko Talvenmaa wrote: > As its relatively easy to create RSS feed on tickets, is there anyway on RT using it?s own tools to create feed of transactions? > Something like -> date/time user x made an action on ticket id with subject xyz. That would be really helpful to track what is happening You could write something, nothing like that is core, it would be straightforward to write based against the transactions table, limiting scope would be more interesting. > Another question is about linking to external systems. As i?d like to > create link (custom field with some value seems only option) to > external system (SCCM reports in this case) from assets. Can I use > asset name as part of link value? > One solution would be scrip to replicate value of Name to custom field every time it changes, but more elegant would be using value of Name directly. As documented in the admin UI for this feature, you can have the id of the object and the value of the custom field, so no, you can't have Name without work. -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 Jul 24 10:51:37 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Jul 2014 10:51:37 -0400 Subject: [rt-users] JSON data from chart query In-Reply-To: <1405517448052-57936.post@n7.nabble.com> References: <1405517448052-57936.post@n7.nabble.com> Message-ID: <20140724145137.GF2875@jibsheet.com> On Wed, Jul 16, 2014 at 06:30:48AM -0700, andriusk wrote: > How can I get data in JSON format from REST or other way using the query > used to form the chart? RT does not generate JSON in the 1.0 rest interface or from the chart. You may wish to track down discussion of REST/2.0 on the rt-devel mailing list and contribute to testing that work. -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 Jul 24 10:53:48 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Jul 2014 10:53:48 -0400 Subject: [rt-users] rtldapimport usage In-Reply-To: References: Message-ID: <20140724145348.GG2875@jibsheet.com> On Wed, Jul 16, 2014 at 03:32:55PM +0000, Karres, Dean wrote: > Are there examples of using rtldapimport to import specific groups and just the > group members? You write the filter argument for groups/users (usually filtering on group name) and run rtldapimport with --debug and NOT with --import and you can easily see what RT would import. BTW, a number of universities regularly import tens of thousands of users into RT from their LDAP without issue. In fact we recommend it because it means autocomplete in RT user fields works properly and you can have information readily available when a student submits a ticket. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From mmcgrath at carthage.edu Thu Jul 24 10:55:06 2014 From: mmcgrath at carthage.edu (Max McGrath) Date: Thu, 24 Jul 2014 09:55:06 -0500 Subject: [rt-users] Attempting to upgrade from 4.0.19 to 4.2.6 Message-ID: Hello all - I am currently attempting to upgrade from 4.0.19 to 4.2.6 and am seeing the following: Processing 4.1.0 [17123] [Thu Jul 24 14:52:41 2014] [warning]: The default stylesheet (aileron) does not exist in this instance of RT. Defaulting to rudder. (/tmp/rt-4.2.6/sbin/../lib/RT/Config.pm:237) [17123] [Thu Jul 24 14:52:41 2014] [warning]: Configuration option AutoCreate is deprecated, and will be removed in RT 4.4. You should use UserAutocreateDefaultsOnLogin instead. (/tmp/rt-4.2.6/sbin/../lib/RT.pm:956) [17123] [Thu Jul 24 14:52:41 2014] [critical]: Can't use an undefined value as a HASH reference at /tmp/rt-4.2.6/sbin/../lib/RT/Crypt.pm line 239. (/tmp/rt-4.2.6/sbin/../lib/RT.pm:394) Can't use an undefined value as a HASH reference at /tmp/rt-4.2.6/sbin/../lib/RT/Crypt.pm line 239. make: *** [upgrade-database] Error 255 Any ideas that can get me over this hump? Thanks! Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jul 24 11:06:08 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Jul 2014 11:06:08 -0400 Subject: [rt-users] using RT to run complex queries In-Reply-To: References: Message-ID: <20140724150608.GH2875@jibsheet.com> On Wed, Jul 16, 2014 at 02:54:48PM -0400, Boris Epstein wrote: > 1) List all users rt help ls > 2) List all tickets including the resolved one > 3) List all tickets filed by a user whose city is, for instance, Chicago. Use the query builder to build a search, then pass that search to the CLI. Please note, listing all tickets is likely to be expensive if you have any sort of reasonably sized 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 Thu Jul 24 11:07:26 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Jul 2014 11:07:26 -0400 Subject: [rt-users] how to migrate request-tracker database from sqlite3 to mysql In-Reply-To: References: Message-ID: <20140724150726.GI2875@jibsheet.com> On Thu, Jul 17, 2014 at 12:58:04PM +0530, Ajay Kumar wrote: > Have any one has migrated request-tracker database from sqlite3 to mysql > successfully?If yes, pls share the steps. I am using? rt 4.2.1.We? tried > recently then? I was not able to create ticket and getting below mentioned > error: > Ticket could not be created due to an internal error sqlite is not supported as a database except in development. You may be able to use the serializer and importer as documented on docs.bestpractical.com. When you see the phrase 'internal error' you will always be asked to show your apache logs. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jul 24 11:09:23 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Jul 2014 11:09:23 -0400 Subject: [rt-users] Custom Field values driving the contents of other custom fields In-Reply-To: References: Message-ID: <20140724150923.GJ2875@jibsheet.com> On Thu, Jul 17, 2014 at 11:44:42AM -0400, Mike Johnson wrote: > First, we are on RT 3.8.10 (I know, it's old!!!) and I searched google/listserv > and the extensions list on BP's site and didn't find anything that looked like > this... > > Is there functionality out there for RT that allows 1 custom field's value to > dictate the values available in another custom field? > > I could see this being possible through some sort of customization, but I'm > hoping not to have to go there.... You may be able to use Categories are based on, may or may not do what you want. It limits the second CF based on input in the first CF, but it's not a magical dynamic form builder wizard. -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 Jul 24 11:10:49 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Jul 2014 11:10:49 -0400 Subject: [rt-users] Strange behaviour with Outlook attachments In-Reply-To: <1405668335176-57968.post@n7.nabble.com> References: <1405668335176-57968.post@n7.nabble.com> Message-ID: <20140724151049.GK2875@jibsheet.com> On Fri, Jul 18, 2014 at 12:25:35AM -0700, Adam Siecinski wrote: > Owner1 sends mail1 to requestor1 > Owner1 changes requestor of the Ticket from requestor1 to requestor2 > Owner1 sends mail2 to requestor2 > Requestor1 forwarded mail1 to requestor2 > Requestor2 answers mail2 attaching mail1 (Outlook ".msg"-File) > RT sends a notification to Owner1 > RT sends a copy of the answer-mail to reuqestor1 > I tried to clarify this as good as possible. Let me know if you need more > Information. You really must provide a sample email that causes this behavior when fed into 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 borepstein at gmail.com Thu Jul 24 11:14:52 2014 From: borepstein at gmail.com (Boris Epstein) Date: Thu, 24 Jul 2014 11:14:52 -0400 Subject: [rt-users] using RT to run complex queries In-Reply-To: <20140724150608.GH2875@jibsheet.com> References: <20140724150608.GH2875@jibsheet.com> Message-ID: Hello Kevin, Thanks a lot for your reply. This makes sense - but the question is, can I build such a query? Is it possible? I know these are likely dumb questions but the documentation I found on the Query builder is rather sparse and for that reason I just don't know how to do that - or even if it can be done. Boris. On Thu, Jul 24, 2014 at 11:06 AM, Kevin Falcone wrote: > On Wed, Jul 16, 2014 at 02:54:48PM -0400, Boris Epstein wrote: > > 1) List all users > > rt help ls > > > 2) List all tickets including the resolved one > > 3) List all tickets filed by a user whose city is, for instance, Chicago. > > Use the query builder to build a search, then pass that search to the > CLI. Please note, listing all tickets is likely to be expensive if > you have any sort of reasonably sized RT. > > -kevin > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jul 24 11:15:55 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Jul 2014 11:15:55 -0400 Subject: [rt-users] Couldn't find Ticket for reminder XXXXX Please contact administrator. AFTER 3.8.1 to 4.2.5/6 upgrade In-Reply-To: <53CD388B.7020809@lolling.org> References: <53CD388B.7020809@lolling.org> Message-ID: <20140724151555.GL2875@jibsheet.com> On Mon, Jul 21, 2014 at 10:58:03AM -0500, Lists wrote: > I have been working on upgrading our production RT 3.8.1 install to RT 4.2.6 > and am almost ready to deploy to production. The only issue I am having is > after the upgrade process, when I log in I am seeing missing reminders. An RT that old will have had a number of reminders bugs. Generally it means that either a ticket moved queues but the reminder didn't, or you shredded with an old shredder that didn't follow links to reminders. In either case, you can use the id you elided from your error message to look at the tickets and links tables and see what needs updating or deleting. rt-validator may also notice dangling links. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From mmcgrath at carthage.edu Thu Jul 24 11:19:03 2014 From: mmcgrath at carthage.edu (Max McGrath) Date: Thu, 24 Jul 2014 10:19:03 -0500 Subject: [rt-users] Attempting to upgrade from 4.0.19 to 4.2.6 In-Reply-To: References: Message-ID: Nevermind. I missed the *make upgrade* step before the *make upgrade-database*. I am, however, having another issue. After the upgrades successfully completed I went to restart my web server and got the following: root at help:/tmp/rt-4.2.6# /etc/init.d/apache2 restart Syntax error on line 44 of /etc/apache2/sites-enabled/000-default: Can't locate Symbol/Global/Name.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl . /etc/apache2) at /opt/rt4/sbin/../lib/RT/Config.pm line 56.\nBEGIN failed--compilation aborted at /opt/rt4/sbin/../lib/RT/Config.pm line 56.\nCompilation failed in require at /opt/rt4/sbin/../lib/RT.pm line 157.\n Action 'configtest' failed. The Apache error log may have more information. ...fail! Any ideas on this? Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu On Thu, Jul 24, 2014 at 9:55 AM, Max McGrath wrote: > Hello all - > > I am currently attempting to upgrade from 4.0.19 to 4.2.6 and am seeing > the following: > > Processing 4.1.0 > [17123] [Thu Jul 24 14:52:41 2014] [warning]: The default stylesheet > (aileron) does not exist in this instance of RT. Defaulting to rudder. > (/tmp/rt-4.2.6/sbin/../lib/RT/Config.pm:237) > [17123] [Thu Jul 24 14:52:41 2014] [warning]: Configuration option > AutoCreate is deprecated, and will be removed in RT 4.4. You should use > UserAutocreateDefaultsOnLogin instead. (/tmp/rt-4.2.6/sbin/../lib/RT.pm:956) > [17123] [Thu Jul 24 14:52:41 2014] [critical]: Can't use an undefined > value as a HASH reference at /tmp/rt-4.2.6/sbin/../lib/RT/Crypt.pm line > 239. (/tmp/rt-4.2.6/sbin/../lib/RT.pm:394) > Can't use an undefined value as a HASH reference at > /tmp/rt-4.2.6/sbin/../lib/RT/Crypt.pm line 239. > make: *** [upgrade-database] Error 255 > > Any ideas that can get me over this hump? > > Thanks! > > Max > -- > Max McGrath > Network Administrator > Carthage College > 262-552-5512 > mmcgrath at carthage.edu > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jul 24 11:23:11 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Jul 2014 11:23:11 -0400 Subject: [rt-users] Attempting to upgrade from 4.0.19 to 4.2.6 In-Reply-To: References: Message-ID: <20140724152311.GM2875@jibsheet.com> On Thu, Jul 24, 2014 at 09:55:06AM -0500, Max McGrath wrote: > [17123] [Thu Jul 24 14:52:41 2014] [warning]: The default stylesheet (aileron) > does not exist in this instance of RT. Defaulting to rudder. (/tmp/rt-4.2.6/ > sbin/../lib/RT/Config.pm:237) This makes me question your config and installation, since aileron is included in 4.2.6 > [17123] [Thu Jul 24 14:52:41 2014] [warning]: Configuration option AutoCreate > is deprecated, and will be removed in RT 4.4. ?You should use > UserAutocreateDefaultsOnLogin instead. (/tmp/rt-4.2.6/sbin/../lib/RT.pm:956) This should be straightforward. > [17123] [Thu Jul 24 14:52:41 2014] [critical]: Can't use an undefined value as > a HASH reference at /tmp/rt-4.2.6/sbin/../lib/RT/Crypt.pm line 239. (/tmp/ > rt-4.2.6/sbin/../lib/RT.pm:394) > Can't use an undefined value as a HASH reference at /tmp/rt-4.2.6/sbin/../lib/ > RT/Crypt.pm line 239. > make: *** [upgrade-database] Error 255 This implies you were using the gpg framework and your old config is interfering badly. Since this is an upgrade, likely your %GnuPG. Show your config if the error isn't obvious. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From mmcgrath at carthage.edu Thu Jul 24 11:25:10 2014 From: mmcgrath at carthage.edu (Max McGrath) Date: Thu, 24 Jul 2014 10:25:10 -0500 Subject: [rt-users] Attempting to upgrade from 4.0.19 to 4.2.6 In-Reply-To: References: Message-ID: And here is lines 39 - 47 of *000-default*: 38 39 SetHandler modperl 40 PerlResponseHandler Plack::Handler::Apache2 41 PerlSetVar psgi_app /opt/rt4/sbin/rt-server 42 43 44 use Plack::Handler::Apache2; 45 Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); 46 47 Max -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu On Thu, Jul 24, 2014 at 10:19 AM, Max McGrath wrote: > Nevermind. I missed the *make upgrade* step before the *make > upgrade-database*. > > I am, however, having another issue. After the upgrades successfully > completed I went to restart my web server and got the following: > > root at help:/tmp/rt-4.2.6# /etc/init.d/apache2 restart > Syntax error on line 44 of /etc/apache2/sites-enabled/000-default: > Can't locate Symbol/Global/Name.pm in @INC (@INC contains: > /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /etc/perl > /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 > /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 > /usr/local/lib/site_perl . /etc/apache2) at > /opt/rt4/sbin/../lib/RT/Config.pm line 56.\nBEGIN failed--compilation > aborted at /opt/rt4/sbin/../lib/RT/Config.pm line 56.\nCompilation failed > in require at /opt/rt4/sbin/../lib/RT.pm line 157.\n > Action 'configtest' failed. > The Apache error log may have more information. > ...fail! > > Any ideas on this? > > Max > > -- > Max McGrath > Network Administrator > Carthage College > 262-552-5512 > mmcgrath at carthage.edu > > > On Thu, Jul 24, 2014 at 9:55 AM, Max McGrath > wrote: > >> Hello all - >> >> I am currently attempting to upgrade from 4.0.19 to 4.2.6 and am seeing >> the following: >> >> Processing 4.1.0 >> [17123] [Thu Jul 24 14:52:41 2014] [warning]: The default stylesheet >> (aileron) does not exist in this instance of RT. Defaulting to rudder. >> (/tmp/rt-4.2.6/sbin/../lib/RT/Config.pm:237) >> [17123] [Thu Jul 24 14:52:41 2014] [warning]: Configuration option >> AutoCreate is deprecated, and will be removed in RT 4.4. You should use >> UserAutocreateDefaultsOnLogin instead. (/tmp/rt-4.2.6/sbin/../lib/RT.pm:956) >> [17123] [Thu Jul 24 14:52:41 2014] [critical]: Can't use an undefined >> value as a HASH reference at /tmp/rt-4.2.6/sbin/../lib/RT/Crypt.pm line >> 239. (/tmp/rt-4.2.6/sbin/../lib/RT.pm:394) >> Can't use an undefined value as a HASH reference at >> /tmp/rt-4.2.6/sbin/../lib/RT/Crypt.pm line 239. >> make: *** [upgrade-database] Error 255 >> >> Any ideas that can get me over this hump? >> >> Thanks! >> >> Max >> -- >> Max McGrath >> Network Administrator >> Carthage College >> 262-552-5512 >> mmcgrath at carthage.edu >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jul 24 11:25:46 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Jul 2014 11:25:46 -0400 Subject: [rt-users] using RT to run complex queries In-Reply-To: References: <20140724150608.GH2875@jibsheet.com> Message-ID: <20140724152546.GN2875@jibsheet.com> On Thu, Jul 24, 2014 at 11:14:52AM -0400, Boris Epstein wrote: > Thanks a lot for your reply. This makes sense - but the question is, can I > build such a query? Is it possible? I know these are likely dumb questions but > the documentation I found on the Query builder is rather sparse and for that > reason I just don't know how to do that - or even if it can be done. You can build such a query, you'll likely have to use the Advanced tab to write Requestor.City, but a query to select all tickets, even the resolved ones, is totally buildable just by clicking on the buttons in the query builder. Try building the queries and posting when you have errors. It's a lot easier to help someone who's been trying to sort our a query instead of answering hypotheticals. -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 Jul 24 11:26:59 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Jul 2014 11:26:59 -0400 Subject: [rt-users] need consulting help In-Reply-To: References: Message-ID: <20140724152659.GO2875@jibsheet.com> On Wed, Jul 23, 2014 at 01:47:32PM -0400, Mohammed Cyclegar wrote: > I am in need of help for the following tasks. > > 1) Email configuration for all the Queues and user permissions. > 2) Creating multiple tickets with parsing single ?incoming email which has > multiple similar data set. > > If any one with good knowledge in perl is interested please quote me for the > same. Hi, I feel compelled to point out that you've posted this to a mailing list hosted by Best Practical Solutions. We wrote RT and provide consulting. We don't normally advertise on the users lists (aside from announcing trainings), however. http://bestpractical.com/services/ -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 Jul 24 11:28:34 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Jul 2014 11:28:34 -0400 Subject: [rt-users] Attempting to upgrade from 4.0.19 to 4.2.6 In-Reply-To: Message-ID: <20140724152834.GP2875@jibsheet.com> On Thu, Jul 24, 2014 at 10:19:03AM -0500, Max McGrath wrote: > Can't locate Symbol/Global/Name.pm in @INC (@INC contains: /opt/rt4/sbin/../ Symbol::Global::Name is required for RT. Have you built your own perl? Have you recompiled mod_perl to use it? > ?39 ? ? ? ? SetHandler modperl > ?40 ? ? ? ? PerlResponseHandler Plack::Handler::Apache2 > ?41 ? ? ? ? PerlSetVar psgi_app /opt/rt4/sbin/rt-server > ?42 ? ? > ?43 ? ? > ?44 ? ? ? ? use Plack::Handler::Apache2; > ?45 ? ? ? ? Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > ?46 ? ? > ?47 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From lists at lolling.org Thu Jul 24 11:30:33 2014 From: lists at lolling.org (Lists) Date: Thu, 24 Jul 2014 10:30:33 -0500 Subject: [rt-users] Couldn't find Ticket for reminder XXXXX Please contact administrator. AFTER 3.8.1 to 4.2.5/6 upgrade In-Reply-To: <20140724151555.GL2875@jibsheet.com> References: <53CD388B.7020809@lolling.org> <20140724151555.GL2875@jibsheet.com> Message-ID: <53D12699.7020708@lolling.org> Thanks for the info Kevin. After poking around in the database, I saw where the status of the reminders were still set as open. There were few enough orphaned reminders such that I just opened the reminder via simple search and the changed the status to resolved. I don't think this will be a wide spread issue, so I will just tell end users to do the same once the new ticket system is brought online. Thanks, Dave On 7/24/2014 10:15 AM, Kevin Falcone wrote: > On Mon, Jul 21, 2014 at 10:58:03AM -0500, Lists wrote: >> I have been working on upgrading our production RT 3.8.1 install to RT 4.2.6 >> and am almost ready to deploy to production. The only issue I am having is >> after the upgrade process, when I log in I am seeing missing reminders. > An RT that old will have had a number of reminders bugs. > Generally it means that either a ticket moved queues but the reminder > didn't, or you shredded with an old shredder that didn't follow links > to reminders. In either case, you can use the id you elided from your > error message to look at the tickets and links tables and see what > needs updating or deleting. > > rt-validator may also notice dangling links. > > -kevin > > From mmcgrath at carthage.edu Thu Jul 24 11:41:01 2014 From: mmcgrath at carthage.edu (Max McGrath) Date: Thu, 24 Jul 2014 10:41:01 -0500 Subject: [rt-users] Attempting to upgrade from 4.0.19 to 4.2.6 In-Reply-To: <20140724152834.GP2875@jibsheet.com> References: <20140724152834.GP2875@jibsheet.com> Message-ID: Kevin - Thanks for the response. I wouldn't know how to do either of those things! So no, I haven't. :) According to CPAN it is installed: Symbol::Global::Name is up to date (0.05) I guess I should figure out how to recompile mod_perl. Is that fairly simple? Thanks! -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgrath at carthage.edu On Thu, Jul 24, 2014 at 10:28 AM, Kevin Falcone wrote: > On Thu, Jul 24, 2014 at 10:19:03AM -0500, Max McGrath wrote: > > Can't locate Symbol/Global/Name.pm in @INC (@INC contains: > /opt/rt4/sbin/../ > > Symbol::Global::Name is required for RT. > Have you built your own perl? Have you recompiled mod_perl to use it? > > > 39 SetHandler modperl > > 40 PerlResponseHandler Plack::Handler::Apache2 > > 41 PerlSetVar psgi_app /opt/rt4/sbin/rt-server > > 42 > > 43 > > 44 use Plack::Handler::Apache2; > > 45 Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > > 46 > > 47 > > -kevin > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Thu Jul 24 11:44:30 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 24 Jul 2014 11:44:30 -0400 Subject: [rt-users] using RT to run complex queries In-Reply-To: <20140724152546.GN2875@jibsheet.com> References: <20140724150608.GH2875@jibsheet.com> <20140724152546.GN2875@jibsheet.com> Message-ID: <53D129DE.2060402@bestpractical.com> On 07/24/2014 11:25 AM, Kevin Falcone wrote: > On Thu, Jul 24, 2014 at 11:14:52AM -0400, Boris Epstein wrote: >> Thanks a lot for your reply. This makes sense - but the question >> is, can I build such a query? Is it possible? I know these are >> likely dumb questions but the documentation I found on the Query >> builder is rather sparse and for that reason I just don't know >> how to do that - or even if it can be done. > > You can build such a query, you'll likely have to use the Advanced > tab to write Requestor.City As a side note, Requestor.City will require RT 4.2.6 or higher -- see the fifth bulletpoint on http://bestpractical.com/release-notes/rt/4.2.6 - Alex From falcone at bestpractical.com Thu Jul 24 11:50:35 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Jul 2014 11:50:35 -0400 Subject: [rt-users] Attempting to upgrade from 4.0.19 to 4.2.6 In-Reply-To: References: <20140724152834.GP2875@jibsheet.com> Message-ID: <20140724155035.GQ2875@jibsheet.com> On Thu, Jul 24, 2014 at 10:41:01AM -0500, Max McGrath wrote: > Thanks for the response. ?I wouldn't know how to do either of those things! ?So > no, I haven't. :) > > According to CPAN it is installed: Symbol::Global::Name is up to date (0.05) > > I guess I should figure out how to recompile mod_perl. ?Is that fairly simple? If you've not installed a custom perl, there's no reason to recompile mod_perl, which is decidedly non-trivial and often provided by your OS so compiling your own would be a nightmare. If you're *certain* that the perl you used to build and install RT is the same perl provided by mod_perl, go ensure that permissions are correct for the web user to see Symbol::Global::Name. You may also consider using one of the fastcgi deployment options. We've found them to be significantly less awful than mod_perl in most production environments. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From allen.joslin at gmail.com Thu Jul 24 16:18:19 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Thu, 24 Jul 2014 16:18:19 -0400 Subject: [rt-users] How do I make a custom field with values not equal to names ? Message-ID: I am wishing that RT supported CustomFields in a way other than Name == Value This makes it impossible to have a CustomField showing a bunch of Names whose Values are [for example] integer Object IDs In my case I have to store billing rates for service calls, supporting multiple external service organizations with multiple rates It's going to look stupid because you can only have one (1) option in the final menu ServiceOrg == ServiceOrg -> RatePlan == RatePlan -> Cost $ == Cost $ A cascade of two would be fine -- but it's impossible, right? ServiceOrg == ServiceOrg -> RatePlan == Cost $ Am I stuck with mashing the cost into the rate plan string and extracting that with code anytime I need the value ? ServiceOrg == ServiceOrg -> RatePlan, Cost $ == RatePlan, Cost $ thanks al; Oh, another thought just occurred to me as well -- what happens in the future when Rates change ? I don't want to have changes to the available rates change the amount's that were applied in the past !! Is there any way to set an option within a CF to disabled ? (exists but cannot be selected) From alex at peters.net Thu Jul 24 19:52:57 2014 From: alex at peters.net (Alex Peters) Date: Fri, 25 Jul 2014 09:52:57 +1000 Subject: [rt-users] absence planning In-Reply-To: <97344147CBA1644584462D6D81C43CE4138047EB@svex.scheppach.local> References: <97344147CBA1644584462D6D81C43CE4138041D5@svex.scheppach.local> <97344147CBA1644584462D6D81C43CE413804698@svex.scheppach.local> <97344147CBA1644584462D6D81C43CE4138047EB@svex.scheppach.local> Message-ID: I feel that you are overcomplicating your scrip by testing for a status change (which is actually a side effect of another scrip), because your primary goal is to perform this action when correspondence occurs. If I were in your position, I would have two scrips in place: 1. On (correspond AND owner is absent AND ticket is stalled/resolved), set owner to Nobody. Runs first. 2. On correspond, open inactive tickets. Runs second. Actually, in your position I would probably assign an additional "Exclusive" custom field to tickets that when set to true, indicates that the ticket can only be worked on by the current owner. Then I would change Scrip 1's condition to "on (correspond AND owner absent AND ticket not exclusive)." That way, the status isn't used to convey that meaning. Custom fields can be loaded by name, so that shouldn't be failing for you. Is "absent" the exact name of the field? What is the exact code that you are using? On 25/07/2014 12:44 am, "Eierschmalz, Bernhard" < Bernhard.Eierschmalz at scheppach.com> wrote: > Hello Alex, > > > > I user RT 4.2.6 > > In my error logs I find the following: > > *[3066] [Thu Jul 24 14:16:20 2014] [warning]: Couldn't load custom field > by 'absent' identifier (/opt/rt4/sbin/../lib/RT/Record.pm:2231)* > > *[3066] [Thu Jul 24 14:16:20 2014] [warning]: Use of uninitialized value > in string eq at (eval 896) line 1. ((eval 896):1)* > > *[3066] [Thu Jul 24 14:16:23 2014] [warning]: Couldn't load custom field > by 'absent' identifier (/opt/rt4/sbin/../lib/RT/Record.pm:2231)* > > *[3066] [Thu Jul 24 14:16:23 2014] [warning]: Use of uninitialized value > in string eq at (eval 905) line 1. ((eval 905):1)* > > > > What does this mean? Should I identify the CF by ID? > > > > If I understand you correctly, the "on correspond, open inactive tickets" > scrip is interfering with your ability to test whether an absent owner's > ticket was previously marked as stalled or resolved rather than open. If > you move your scrip to execute before the scrip that opens inactive tickets > on correspond, the interference should no longer occur. > > > > Not exactly. Let me explain once again. > > When a user is absent, he maybe has open tickets, and for sure has many > resolved and stalled tickets. > > > > The open tickets are tickets, only this user can resolve, and this user > decides to resolve this ticket after his absence. (e.g. because this is a > large project) > > When there is any transaction (e.g. an answer from client or somebody) the > owner of this ticket should not be changed (because the owner will resolve > it after his absence) > > on open tickets the ?on correspond, open inactive tickets? isn?t > triggered, so the status doesn?t change, and my scrip doesn?t run > > > > Now over to the resolved and stalled tickets: when there is any > transaction on these tickets, user should be set to ?nobody? to inform the > other colleagues about this tickets. > > On the transaction, firstly the ?on correspond, open inactive tickets? is > triggered and changes the state from stalled or resolved to ?open? > > Now my scrip triggers this status change and changes the user to ?nobody?. > > > > I hope you can see my idea more clear now. > > > > best regards > > Bernhard > > > > > > *Von:* Alex Peters [mailto:alex at peters.net] > *Gesendet:* Donnerstag, 24. Juli 2014 16:11 > *An:* Eierschmalz, Bernhard > *Cc:* rt-users at lists.bestpractical.com > *Betreff:* Re: [rt-users] absence planning > > > > There might be API inconsistency across RT versions. What version of RT > are you using? Also, are you receiving any errors in RT's logs when that > code runs? > > > > If I understand you correctly, the "on correspond, open inactive tickets" > scrip is interfering with your ability to test whether an absent owner's > ticket was previously marked as stalled or resolved rather than open. If > you move your scrip to execute before the scrip that opens inactive tickets > on correspond, the interference should no longer occur. > > > > On 24 July 2014 23:56, Eierschmalz, Bernhard < > Bernhard.Eierschmalz at scheppach.com> wrote: > > So now I try: > > *return 1 if $self->TicketObj->FirstCustomFieldValue('absent') eq "yes";* > > > > But it still doesn?t work. What is wrong? > > > > I don't understand why you are testing for a ticket status change. > Wouldn't you want the scrip to run only when correspondence occurs? > > A user usually changes all his tickets to ?stalled? or ?resolved? when > he?s absent. When the user leaves tickets on ?open? during his absence that > means, nobody else can finish this ticket, only he can do it (e.g. on > larger projects) > > So when one of the stalled or resolved tickets receive an answer, the > status is changed and with my scrip the user will be nobody. > > > > > > Best regards, > > > > Bernhard > > > > *Von:* Alex Peters [mailto:alex at peters.net] > *Gesendet:* Donnerstag, 24. Juli 2014 15:33 > *An:* Eierschmalz, Bernhard > *Cc:* rt-users at lists.bestpractical.com > *Betreff:* Re: [rt-users] absence planning > > > > You can probably use: > > > > $self->TicketObj->OwnerObj->FirstCustomFieldValue('absent') > > > > to access the value of the owner's "absent" custom field. > > > > I don't understand why you are testing for a ticket status change. > Wouldn't you want the scrip to run only when correspondence occurs? > > > > On 24 July 2014 23:14, Eierschmalz, Bernhard < > Bernhard.Eierschmalz at scheppach.com> wrote: > > Hello, > > > > I want to build some absence planning into our RT to avoid that absent > users receive messages and nobody sees this message. What I?m planning is > the following: > > > > 1. Creating a user?s custom field ?absent? which is yes or no > > 2. When a user is absence, this user changes this field to yes, when > he?s back he changes back to no > > 3. When the status of one ticket with absent owner (where custom > field value is ?yes?) changes, the owner show be set to nobody (so the > other colleagues can find the ticket > > > > > > so I planned to set up this with a Scrip. > > Scrip Action is easy. It?s > > *$self->TicketObj->SetOwner ( $RT::Nobody->id );* > > *Return 1;* > > > > > > > > What I?m having problems with is Scrip Condition. > > > > For the first step, I tried to run the scrip on any update, so I only have > to check whether the absent-CF is yes or no > > I tried the following line: > > *return 1 if > $self->TicketObj->Owner->Customfields->CustomFieldValue(?absent?) eq ?yes?;* > > > > but this isn?t working. What is wrong? > > > > > > A second step will be to check, what exactly was changed (and only run if > status was changed). > > I think I can do this with > > *return 0 unless $self->TransactionObj->Type eq ?Status? * > > > > in front of the other code; am I right? > > > > > > > > Best regards, > > > > Bernhard, > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Thu Jul 24 20:04:58 2014 From: alex at peters.net (Alex Peters) Date: Fri, 25 Jul 2014 10:04:58 +1000 Subject: [rt-users] How do I make a custom field with values not equal to names ? In-Reply-To: References: Message-ID: I'm not sure I understand your question. Are you asking whether custom fields can hold multiple values at once? You can set up custom fields that do this. What exactly are you wanting to achieve? Custom field options that depend on a previously-selected value? Custom field values can safely be deleted when they should no longer be added to new tickets/transactions, because they are copied by value (not by reference) when used. On 25/07/2014 6:18 am, "Al Joslin" wrote: > I am wishing that RT supported CustomFields in a way other than Name == > Value > > This makes it impossible to have a CustomField showing a bunch of Names > whose Values are [for example] integer Object IDs > > > > > In my case I have to store billing rates for service calls, supporting > multiple external service organizations with multiple rates > > It's going to look stupid because you can only have one (1) option in the > final menu > > ServiceOrg == ServiceOrg -> RatePlan == RatePlan -> Cost $ == Cost $ > > > A cascade of two would be fine -- but it's impossible, right? > > ServiceOrg == ServiceOrg -> RatePlan == Cost $ > > > > Am I stuck with mashing the cost into the rate plan string and extracting > that with code anytime I need the value ? > > ServiceOrg == ServiceOrg -> RatePlan, Cost $ == RatePlan, Cost $ > > > > thanks > al; > > > Oh, another thought just occurred to me as well -- what happens in the > future when Rates change ? I don't want to have changes to the available > rates change the amount's that were applied in the past !! Is there any > way to set an option within a CF to disabled ? (exists but cannot be > selected) > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From allen.joslin at gmail.com Thu Jul 24 22:44:09 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Thu, 24 Jul 2014 22:44:09 -0400 Subject: [rt-users] How do I make a custom field with values not equal to names ? In-Reply-To: References: Message-ID: <325FA622-E776-421E-9D9E-83BC9CBF8C21@gmail.com> thanks!! I'm very glad to hear that the it's store by value and not by reference, that's perfect !! Let me reduce my request to simplest possible contrivance -- that'll be easier then trying to explain the chain, when all that matters is the final link I want a custom field that displays as a popup to the user -- showing String options and storing floating point values I want the user to choose from a RatePlan CF dropdown - which displays plan names and stores as plan amounts option value Plan A $19.99 Plan B $29.99 Plan C $39.99 I don't want the user to see the values, only the options thanks al; On Jul 24, 2014, at 8:04 PM, Alex Peters wrote: > I'm not sure I understand your question. Are you asking whether custom fields can hold multiple values at once? You can set up custom fields that do this. What exactly are you wanting to achieve? Custom field options that depend on a previously-selected value? > > Custom field values can safely be deleted when they should no longer be added to new tickets/transactions, because they are copied by value (not by reference) when used. > > On 25/07/2014 6:18 am, "Al Joslin" wrote: > I am wishing that RT supported CustomFields in a way other than Name == Value > > This makes it impossible to have a CustomField showing a bunch of Names whose Values are [for example] integer Object IDs > > > > > In my case I have to store billing rates for service calls, supporting multiple external service organizations with multiple rates > > It's going to look stupid because you can only have one (1) option in the final menu > > ServiceOrg == ServiceOrg -> RatePlan == RatePlan -> Cost $ == Cost $ > > > A cascade of two would be fine -- but it's impossible, right? > > ServiceOrg == ServiceOrg -> RatePlan == Cost $ > > > > Am I stuck with mashing the cost into the rate plan string and extracting that with code anytime I need the value ? > > ServiceOrg == ServiceOrg -> RatePlan, Cost $ == RatePlan, Cost $ > > > > thanks > al; > > > Oh, another thought just occurred to me as well -- what happens in the future when Rates change ? I don't want to have changes to the available rates change the amount's that were applied in the past !! Is there any way to set an option within a CF to disabled ? (exists but cannot be selected) > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Thu Jul 24 22:55:38 2014 From: alex at peters.net (Alex Peters) Date: Fri, 25 Jul 2014 12:55:38 +1000 Subject: [rt-users] How do I make a custom field with values not equal to names ? In-Reply-To: <325FA622-E776-421E-9D9E-83BC9CBF8C21@gmail.com> References: <325FA622-E776-421E-9D9E-83BC9CBF8C21@gmail.com> Message-ID: I'd probably implement that as two separate custom fields: 1. the Plan value, which is visible to and modifiable by the users; 2. the dollar value, which is not visible to the users. I'd then build a scrip that fires on changes to the Plan value, and sets the dollar value accordingly using a lookup table within the scrip itself. That scrip (or other subsequent scrips) would then have access to the dollar value without regard to the selected plan (although those scrips could still inspect the Plan value if needed). Code like this should be close to achieving what I've described above: use constant VALUE_FOR_PLAN => { 'Plan A' => 19.99, 'Plan B' => 29.99, 'Plan C' => 39.99, }; my $ticket = $self->TicketObj; my $plan = $ticket->FirstCustomFieldValue('Plan'); $ticket->AddCustomFieldValue( Field => 'dollar value', Value => VALUE_FOR_PLAN->{$plan}, ); On 25 July 2014 12:44, Al Joslin wrote: > thanks!! > > I'm very glad to hear that the it's store by value and not by reference, > that's perfect !! > > Let me reduce my request to simplest possible contrivance -- that'll be > easier then trying to explain the chain, when all that matters is the final > link > > I want a custom field that displays as a popup to the user -- showing > String options and storing floating point values > > I want the user to choose from a RatePlan CF dropdown - which displays > plan names and stores as plan amounts > > option value > Plan A $19.99 > Plan B $29.99 > Plan C $39.99 > > I don't want the user to see the values, only the options > > thanks > al; > > > On Jul 24, 2014, at 8:04 PM, Alex Peters wrote: > > I'm not sure I understand your question. Are you asking whether custom > fields can hold multiple values at once? You can set up custom fields that > do this. What exactly are you wanting to achieve? Custom field options > that depend on a previously-selected value? > > Custom field values can safely be deleted when they should no longer be > added to new tickets/transactions, because they are copied by value (not by > reference) when used. > On 25/07/2014 6:18 am, "Al Joslin" wrote: > >> I am wishing that RT supported CustomFields in a way other than Name == >> Value >> >> This makes it impossible to have a CustomField showing a bunch of Names >> whose Values are [for example] integer Object IDs >> >> >> >> >> In my case I have to store billing rates for service calls, supporting >> multiple external service organizations with multiple rates >> >> It's going to look stupid because you can only have one (1) option in the >> final menu >> >> ServiceOrg == ServiceOrg -> RatePlan == RatePlan -> Cost $ == Cost $ >> >> >> A cascade of two would be fine -- but it's impossible, right? >> >> ServiceOrg == ServiceOrg -> RatePlan == Cost $ >> >> >> >> Am I stuck with mashing the cost into the rate plan string and extracting >> that with code anytime I need the value ? >> >> ServiceOrg == ServiceOrg -> RatePlan, Cost $ == RatePlan, Cost $ >> >> >> >> thanks >> al; >> >> >> Oh, another thought just occurred to me as well -- what happens in the >> future when Rates change ? I don't want to have changes to the available >> rates change the amount's that were applied in the past !! Is there any >> way to set an option within a CF to disabled ? (exists but cannot be >> selected) >> >> >> -- >> RT Training - Boston, September 9-10 >> http://bestpractical.com/training >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From allen.joslin at gmail.com Thu Jul 24 23:01:14 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Thu, 24 Jul 2014 23:01:14 -0400 Subject: [rt-users] How do I make a custom field with values not equal to names ? In-Reply-To: References: <325FA622-E776-421E-9D9E-83BC9CBF8C21@gmail.com> Message-ID: <1BFE5448-D24C-4D25-846B-5A8F3B4B7DC8@gmail.com> Ah, I thought I'd have to use code before this was done Thanks, this'll be my intro into Scrip'ing Al; On Jul 24, 2014, at 10:55 PM, Alex Peters wrote: > I'd probably implement that as two separate custom fields: > the Plan value, which is visible to and modifiable by the users; > the dollar value, which is not visible to the users. > I'd then build a scrip that fires on changes to the Plan value, and sets the dollar value accordingly using a lookup table within the scrip itself. > > That scrip (or other subsequent scrips) would then have access to the dollar value without regard to the selected plan (although those scrips could still inspect the Plan value if needed). > > Code like this should be close to achieving what I've described above: > > use constant VALUE_FOR_PLAN => { > 'Plan A' => 19.99, > 'Plan B' => 29.99, > 'Plan C' => 39.99, > }; > > my $ticket = $self->TicketObj; > my $plan = $ticket->FirstCustomFieldValue('Plan'); > $ticket->AddCustomFieldValue( > Field => 'dollar value', > Value => VALUE_FOR_PLAN->{$plan}, > ); > > > On 25 July 2014 12:44, Al Joslin wrote: > thanks!! > > I'm very glad to hear that the it's store by value and not by reference, that's perfect !! > > Let me reduce my request to simplest possible contrivance -- that'll be easier then trying to explain the chain, when all that matters is the final link > > I want a custom field that displays as a popup to the user -- showing String options and storing floating point values > > I want the user to choose from a RatePlan CF dropdown - which displays plan names and stores as plan amounts > > option value > Plan A $19.99 > Plan B $29.99 > Plan C $39.99 > > I don't want the user to see the values, only the options > > thanks > al; > > > On Jul 24, 2014, at 8:04 PM, Alex Peters wrote: > >> I'm not sure I understand your question. Are you asking whether custom fields can hold multiple values at once? You can set up custom fields that do this. What exactly are you wanting to achieve? Custom field options that depend on a previously-selected value? >> >> Custom field values can safely be deleted when they should no longer be added to new tickets/transactions, because they are copied by value (not by reference) when used. >> >> On 25/07/2014 6:18 am, "Al Joslin" wrote: >> I am wishing that RT supported CustomFields in a way other than Name == Value >> >> This makes it impossible to have a CustomField showing a bunch of Names whose Values are [for example] integer Object IDs >> >> >> >> >> In my case I have to store billing rates for service calls, supporting multiple external service organizations with multiple rates >> >> It's going to look stupid because you can only have one (1) option in the final menu >> >> ServiceOrg == ServiceOrg -> RatePlan == RatePlan -> Cost $ == Cost $ >> >> >> A cascade of two would be fine -- but it's impossible, right? >> >> ServiceOrg == ServiceOrg -> RatePlan == Cost $ >> >> >> >> Am I stuck with mashing the cost into the rate plan string and extracting that with code anytime I need the value ? >> >> ServiceOrg == ServiceOrg -> RatePlan, Cost $ == RatePlan, Cost $ >> >> >> >> thanks >> al; >> >> >> Oh, another thought just occurred to me as well -- what happens in the future when Rates change ? I don't want to have changes to the available rates change the amount's that were applied in the past !! Is there any way to set an option within a CF to disabled ? (exists but cannot be selected) >> >> >> -- >> RT Training - Boston, September 9-10 >> http://bestpractical.com/training > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From adam.siecinski at provadis.de Fri Jul 25 01:48:58 2014 From: adam.siecinski at provadis.de (Adam Siecinski) Date: Thu, 24 Jul 2014 22:48:58 -0700 (PDT) Subject: [rt-users] Strange behaviour with Outlook attachments In-Reply-To: <20140724151049.GK2875@jibsheet.com> References: <1405668335176-57968.post@n7.nabble.com> <20140724151049.GK2875@jibsheet.com> Message-ID: <1406267338488-58052.post@n7.nabble.com> Thanks for your reply Kevin, I think i figured it out. RT treats the Attachment like a 3rd party correspondence. I'll try to export an email as soon as possible. But for now I wrote a "work-around"-scrip. Here's my scrip: Condition: User Defined Action: Notify requestors and Ccs Template: Correspondence in HTML Custom Condition: my $Actor = $self->TransactionObj->CreatorObj->Id; my $trt = $self->TransactionObj->Type; return undef unless $self->TransactionObj->Type eq "Correspond"; if ($Actor != $self->TicketObj->OwnerObj->Id) { $RT::Logger->info("Actor != Owner and type is $trt ...Not Sending Mail!"); undef; } else{ $RT::Logger->info("Actor = Owner! and it's $trt ... Sending Mail..."); 1; } Custom action preparation code: Custom action commit code: Best regards, Adam ----- Greetings, Siecinski -- View this message in context: http://requesttracker.8502.n7.nabble.com/Strange-behaviour-with-Outlook-attachments-tp57968p58052.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From tamas.szep at govcert.hu Fri Jul 25 05:03:29 2014 From: tamas.szep at govcert.hu (=?UTF-8?B?IlRhbcOhcywgU3rDqXAi?=) Date: Fri, 25 Jul 2014 11:03:29 +0200 Subject: [rt-users] Vintage upgrade fails - SOLUTION In-Reply-To: References: <53D0FCE7.2050105@govcert.hu> <53D107C3.9040201@govcert.hu> <53D10D17.8060707@govcert.hu> <53D1100C.2080202@govcert.hu> Message-ID: <53D21D61.4000506@govcert.hu> I got this finally! You were right, it really missed the 'rt_user' from MySQL. So I typed: CREATE USER 'rt_user'@'localhost' IDENTIFIED BY 'rt_pass'; GRANT ALL PRIVILEGES ON rt4.* TO 'rt_user'@'localhost' IDENTIFIED BY 'rt_pass'; and there it goes, the database upgrade ran smoothly. Thank you Alex for all the help! Coming soon (ASAP): vintage IR plugin upgrade... fingers crossed. Tamas on 2014.07.24. 16:05, Alex Peters wrote: > I've just realised that RT will be using a default password of "rt_pass" in > some cases. > > Try additionally setting the RT_DB_PASSWORD environment variable before > running the script. > > Alternatively, create an RT_SiteConfig.pm file in the etc directory of your > upgrade containing all of the necessary database configuration details. > > > On 24 July 2014 23:54, "Tam?s, Sz?p" wrote: > >> Everything seems to work smoothly: >> >> root at ubuntu:/# mysql -u root -p >> Enter password: >> Welcome to the MySQL monitor. Commands end with ; or \g. >> Your MySQL connection id is 53 >> Server version: 5.5.38-0ubuntu0.12.04.1 (Ubuntu) >> >> -----blablabla----- >> >> mysql> show databases; >> +--------------------+ >> | Database | >> +--------------------+ >> | information_schema | >> | mysql | >> | performance_schema | >> | rt3 | >> | rt4 | >> +--------------------+ >> 5 rows in set (0.00 sec) >> >> mysql> use rt4; >> Reading table information for completion of table and column names >> You can turn off this feature to get a quicker startup with -A >> >> Database changed >> mysql> show tables; >> +-------------------------+ >> | Tables_in_rt4 | >> +-------------------------+ >> | ACL | >> | Attachments | >> | Attributes | >> | CachedGroupMembers | >> | CustomFieldValues | >> | CustomFields | >> | GroupMembers | >> | Groups | >> | Links | >> | Principals | >> | Queues | >> | ScripActions | >> | ScripConditions | >> | Scrips | >> | Sessions | >> | Templates | >> | TicketCustomFieldValues | >> | Tickets | >> | Transactions | >> | Users | >> +-------------------------+ >> 20 rows in set (0.00 sec) >> >> >> Before you ask: the 'rt4' database was created by me simply typing >> 'create database rt4;', because the upgrade process needs it, but it >> will not create it for you. That is why I have both 'rt3' and 'rt4'. >> >> >> on 2014.07.24. 15:43, Alex Peters wrote: >>> To me, this suggests a problem independent of RT. >>> >>> Is your database running on localhost? What happens when you try to >>> connect to the database directly with that username using a MySQL client? >>> >>> >>> On 24 July 2014 23:41, "Tam?s, Sz?p" wrote: >>> >>>> Now it says (went back to the right snapshot ofcourse): >>>> >>>> Processing 3.1.0 >>>> Now populating database schema. >>>> Now inserting database ACLs. >>>> DBI connect('dbname=rt4;host=localhost','root',...) failed: Access >>>> denied for user 'root'@'localhost' (using password: YES) at >>>> /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 105. >>>> Connect Failed Access denied for user 'root'@'localhost' (using >>>> password: YES) >>>> at /w/install/new/rt/sbin/../lib/RT.pm line 211. >>>> >>>> FYI: as I work in a sandbox, everything is left as it was installed: RT >>>> 3.0.12 and IR 1.0.5. Have not edit a single file and that is why it is >>>> strange to me because the upgrade should work fluently. >>>> >>>> Should I try to create the 'rt_user' DB user? I don't think that would >>>> be a solution but who knows. >>>> >>>> Tamas >>>> >>>> on 2014.07.24. 15:27, Alex Peters wrote: >>>>> RT is defaulting to database username "rt_user" because you didn't >>>> specify >>>>> the correct value when you ran the configure script. >>>>> >>>>> You can work around this by setting environment variable RT_DB_USER to >>>>> "root" before running the command: >>>>> >>>>> RT_DB_USER=root /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib >>>>> sbin/rt-setup-database --action upgrade --prompt-for-dba-password --dba >>>> root >>>>> >>>>> >>>>> On 24 July 2014 23:18, "Tam?s, Sz?p" wrote: >>>>> >>>>>> I only have one database user, the default 'root' DB user with a >>>> password. >>>>>> The command you suggested results the same error unfortunately. >>>>>> I do these in a sandbox environment so I can step back to any saved >>>>>> snapshots and try and try again. The RT4 upgrade process is done >> except >>>>>> this final one, the database upgrade. >>>>>> Any more ideas? >>>>>> >>>>>> Tamas >>>>>> >>>>>> on 2014.07.24. 14:57, Alex Peters wrote: >>>>>>> Running this step as the Unix root user should not be necessary. >>>>>>> >>>>>>> The error message is interesting, because it suggests that RT is not >>>>>>> attempting to connect to the database as the correct database user. >>>>>>> >>>>>>> Do you have two separate database user accounts set up for RT?one for >>>>>>> regular use, and one for database upgrades? >>>>>>> >>>>>>> If not, consider running the following command instead: >>>>>>> >>>>>>> /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib >>>>>>> sbin/rt-setup-database --action >>>>>>> upgrade --prompt-for-dba-password --dba XXX >>>>>>> >>>>>>> where XXX is the name of the database user. >>>>>>> >>>>>>> >>>>>>> On 24 July 2014 22:32, "Tam?s, Sz?p" wrote: >>>>>>> >>>>>>>> Hello, >>>>>>>> >>>>>>>> I try to upgrade RT 3.0.12 to RT 4.0.20. It works well until >> finally I >>>>>>>> get to the >>>>>>>> make upgrade-database >>>>>>>> command which dies. See below. I do these as root user. >>>>>>>> >>>>>>>> -----BEGIN----- >>>>>>>> root at ubuntu:/w/install/new/rt# make upgrade-database >>>>>>>> >>>>>>>> /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib >>>> sbin/rt-setup-database >>>>>>>> --action upgrade --prompt-for-dba-password >>>>>>>> In order to create or update your RT database, this script needs to >>>>>>>> connect to your mysql instance on localhost (port '') as root >>>>>>>> Please specify that user's database password below. If the user has >> no >>>>>>>> database >>>>>>>> password, just press return. >>>>>>>> >>>>>>>> Password: -----HERE I TYPE THE DB ROOT PASSWORD----- >>>>>>>> Working with: >>>>>>>> Type: mysql >>>>>>>> Host: localhost >>>>>>>> Port: >>>>>>>> Name: rt4 >>>>>>>> User: rt_user >>>>>>>> DBA: root >>>>>>>> Enter RT version you're upgrading from: 3.0.12 -----UPGRADING FROM >>>>>>>> THIS----- >>>>>>>> >>>>>>>> Going to apply following upgrades: >>>>>>>> * 3.1.0 >>>>>>>> * 3.1.15 >>>>>>>> -----CUT TO SHORTEN THE LIST----- >>>>>>>> * 4.0.18 >>>>>>>> * 4.0.19 >>>>>>>> >>>>>>>> Enter RT version if you want to stop upgrade at some point, >>>>>>>> or leave it blank if you want apply above upgrades: -----I JUST >>>> PRESS >>>>>>>> ENTER HERE----- >>>>>>>> >>>>>>>> IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP >>>>>>>> >>>>>>>> Proceed [y/N]:y >>>>>>>> Processing 3.1.0 >>>>>>>> Now populating database schema. >>>>>>>> Now inserting database ACLs. >>>>>>>> -----HERE COMES THE ERROR----- >>>>>>>> DBI connect('dbname=rt4;host=localhost','rt_user',...) failed: >> Access >>>>>>>> denied for user 'rt_user'@'localhost' (using password: YES) at >>>>>>>> /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 105. >>>>>>>> Connect Failed Access denied for user 'rt_user'@'localhost' (using >>>>>>>> password: YES) >>>>>>>> at /w/install/new/rt/sbin/../lib/RT.pm line 211. >>>>>>>> make: *** [upgrade-database] Error 255 >>>>>>>> -----END----- >>>>>>>> >>>>>>>> I need help. Thank you. >>>>>>>> >>>>>>>> Best regards, >>>>>>>> >>>>>>>> Tamas Szep >>>>>>>> GovCERT-Hungary >>>>>>>> -- >>>>>>>> RT Training - Boston, September 9-10 >>>>>>>> http://bestpractical.com/training >>>>>>>> >>>> >>> >> > -- ?dv?zlettel: Sz?p Tam?s oszt?lyvezet? helyettes ?gyeleti Oszt?ly GovCERT-Hungary From lists at mhcsoftware.de Fri Jul 25 08:08:27 2014 From: lists at mhcsoftware.de (Matthias Henze) Date: Fri, 25 Jul 2014 14:08:27 +0200 Subject: [rt-users] Migrate form 4.0.7 to 4.2.6 with new server Message-ID: <53D248BB.3050307@mhcsoftware.de> Hi, I've an old 4.0.7 setup based on Debian Squeeze packages. Now I've setup a new server with 4.2.7 based on tar.gz. Is there a way to migrate my tickets? If so, how? TIA Matthias -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: info at mhcsoftware.de HR Coburg: B2242 Gesch?ftsf?hrer: Matthias Henze From alex at peters.net Fri Jul 25 09:49:45 2014 From: alex at peters.net (Alex Peters) Date: Fri, 25 Jul 2014 23:49:45 +1000 Subject: [rt-users] Migrate form 4.0.7 to 4.2.6 with new server In-Reply-To: <53D248BB.3050307@mhcsoftware.de> References: <53D248BB.3050307@mhcsoftware.de> Message-ID: Consider cloning your existing RT database to a new database, providing the new RT installation with the database connection details in its RT_SiteConfig.pm file, then running the sbin/rt-setup-database script: $ cd /path/to/new/rt $ sbin/rt-setup-database --action upgrade --dba XXX --prompt-for-dba-password --upgrade-from 4.0.7 --upgrade-to 4.2.6 where XXX is the name of the database user that can alter the state of the new database. On 25 July 2014 22:08, Matthias Henze wrote: > Hi, > > I've an old 4.0.7 setup based on Debian Squeeze packages. Now I've setup > a new server with 4.2.7 based on tar.gz. > > Is there a way to migrate my tickets? If so, how? > > TIA > Matthias > > > -- > > MHC SoftWare GmbH > Fichtera 17 > 96274 Itzgrund/Germany > > voice: +49-(0)9533-92006-0 > fax: +49-(0)9533-92006-6 > e-mail: info at mhcsoftware.de > > HR Coburg: B2242 > Gesch?ftsf?hrer: Matthias Henze > > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Jul 25 09:55:34 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 25 Jul 2014 09:55:34 -0400 Subject: [rt-users] How do I make a custom field with values not equal to names ? In-Reply-To: <325FA622-E776-421E-9D9E-83BC9CBF8C21@gmail.com> References: <325FA622-E776-421E-9D9E-83BC9CBF8C21@gmail.com> Message-ID: <20140725135534.GR2875@jibsheet.com> On Thu, Jul 24, 2014 at 10:44:09PM -0400, Al Joslin wrote: > I want the user to choose from a RatePlan CF dropdown - which displays plan > names and stores as plan amounts > > option value > Plan A $19.99 > Plan B $29.99 > Plan C $39.99 > > I don't want the user to see the values, only the options The most common trick for this is to use the Description field of the Values on the custom field, which is otherwise unused in 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 Fri Jul 25 09:56:30 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 25 Jul 2014 09:56:30 -0400 Subject: [rt-users] Migrate form 4.0.7 to 4.2.6 with new server In-Reply-To: <53D248BB.3050307@mhcsoftware.de> References: <53D248BB.3050307@mhcsoftware.de> Message-ID: <20140725135630.GS2875@jibsheet.com> On Fri, Jul 25, 2014 at 02:08:27PM +0200, Matthias Henze wrote: > I've an old 4.0.7 setup based on Debian Squeeze packages. Now I've setup > a new server with 4.2.7 based on tar.gz. > > Is there a way to migrate my tickets? If so, how? Is there a reason you didn't do an upgrade? Copy your database from the old server and follow the upgrading instructions provided in the README and UPGRADING-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 Rob.Moerman at rci.rogers.com Fri Jul 25 09:56:36 2014 From: Rob.Moerman at rci.rogers.com (Rob Moerman) Date: Fri, 25 Jul 2014 13:56:36 +0000 Subject: [rt-users] RT Extension "Quick Update" missing? Message-ID: <3be02550a7444c90be36c6fb588dde1a@BN1PR04MB108.namprd04.prod.outlook.com> HI there, The extension "Quick Update" is no longer available at the link posted off Best Practical. The link (https://bestpractical.com/rt/extensions.html?J:V-region-extension-list.id=40#RT::Extension::QuickUpdate) results in a "not found" message at CPAN. Is this extension still available and useable with RT 4.2.6? Rob ________________________________ This communication is confidential. We only send and receive email on the basis of the terms set out at www.rogers.com/web/content/emailnotice Ce message est confidentiel. Notre transmission et r?ception de courriels se fait strictement suivant les modalit?s ?nonc?es dans l'avis publi? ? www.rogers.com/aviscourriel ________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at mhcsoftware.de Sat Jul 26 10:37:01 2014 From: lists at mhcsoftware.de (Matthias Henze) Date: Sat, 26 Jul 2014 16:37:01 +0200 Subject: [rt-users] Migrate form 4.0.7 to 4.2.6 with new server In-Reply-To: References: <53D248BB.3050307@mhcsoftware.de> Message-ID: <53D3BD0D.5080809@mhcsoftware.de> Thanks, worked perfectly ! Am 25.07.2014 um 15:49 schrieb Alex Peters: > Consider cloning your existing RT database to a new database, providing > the new RT installation with the database connection details in its > RT_SiteConfig.pm file, then running the sbin/rt-setup-database script: > > $ cd /path/to/new/rt > $ sbin/rt-setup-database --action upgrade --dba XXX > --prompt-for-dba-password --upgrade-from 4.0.7 --upgrade-to 4.2.6 > > where XXX is the name of the database user that can alter the state of > the new database. > > > On 25 July 2014 22:08, Matthias Henze > wrote: > > Hi, > > I've an old 4.0.7 setup based on Debian Squeeze packages. Now I've setup > a new server with 4.2.7 based on tar.gz. > > Is there a way to migrate my tickets? If so, how? > > TIA > Matthias > > > -- > > MHC SoftWare GmbH > Fichtera 17 > 96274 Itzgrund/Germany > > voice: +49-(0)9533-92006-0 > fax: +49-(0)9533-92006-6 > e-mail: info at mhcsoftware.de > > HR Coburg: B2242 > Gesch?ftsf?hrer: Matthias Henze > > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > > -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: info at mhcsoftware.de HR Coburg: B2242 Gesch?ftsf?hrer: Matthias Henze From lists at mhcsoftware.de Sat Jul 26 10:44:24 2014 From: lists at mhcsoftware.de (Matthias Henze) Date: Sat, 26 Jul 2014 16:44:24 +0200 Subject: [rt-users] s/mime Message-ID: <53D3BEC8.3040706@mhcsoftware.de> Hi, I try to enable s/mime signing for mails. I followed: https://bestpractical.com/docs/rt/4.2/RT/Crypt/SMIME.html Key and certificate get detected and displayed by the queue. I want all messages to be signed. When I enable "Sign all auto-generated mail." auto-generated mails get signed and the destroyed by duplicating all newlines. This leads to an invalid signed message. Since I've enabled s/mime no answers get sent out any more by e-mail. Auto generated mails are sent. What causes this? I've only setup a key/certificate for the queue, not for agents as only the queue address will/should be used for external communication. Perhaps some one can help. TIA Matthias -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: info at mhcsoftware.de HR Coburg: B2242 Gesch?ftsf?hrer: Matthias Henze From allen.joslin at gmail.com Sat Jul 26 11:13:52 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Sat, 26 Jul 2014 11:13:52 -0400 Subject: [rt-users] CF for ticket comment? Message-ID: <31BF259C-68E0-4603-9A7D-3BE2FBDDCCA3@gmail.com> The ticketing system that I am swinging us away from allows one to specify an amount of billed minutes at a selected billing rate in the tech-notes (comments) How might I support that in RT ? thanks Al; From allen.joslin at gmail.com Sat Jul 26 12:04:29 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Sat, 26 Jul 2014 12:04:29 -0400 Subject: [rt-users] CF for ticket comment? In-Reply-To: <31BF259C-68E0-4603-9A7D-3BE2FBDDCCA3@gmail.com> References: <31BF259C-68E0-4603-9A7D-3BE2FBDDCCA3@gmail.com> Message-ID: <59D3FEE0-1B16-4831-B7A2-E334F5C9BDCC@gmail.com> Never Mind RT::Transaction On Jul 26, 2014, at 11:13 AM, Al Joslin wrote: > > The ticketing system that I am swinging us away from allows one to specify an amount of billed minutes at a selected billing rate in the tech-notes (comments) > > How might I support that in RT ? > > thanks > Al; > > From erik at mhklund.se Sun Jul 27 19:51:55 2014 From: erik at mhklund.se (Erik Jonsson-Glans) Date: Mon, 28 Jul 2014 01:51:55 +0200 Subject: [rt-users] Nginx refusing connection from mailgate when using ssl Message-ID: Hi, when I try to use the mailgate to create tickets, nginx refuses the connection and returns a 400 error. Upon further inspection of the nginx error log I found this error message: [info] 37079#0: *17 client sent plain HTTP request to HTTPS port while reading client request headers I execute the mailgate with the command |/usr/local/bin/rt-mailgate --queue general --action correspond --no-verify-ssl --url https://rt.mydomain.se:443/ or |/usr/local/bin/rt-mailgate --queue general --action correspond --no-verify-ssl --url https://rt.mydomain.se/ I have no problem connecting to the web interface and I have also set the parameter fastcgi_param HTTPS on; in nginx. When I tried RT over plain http I had no problem getting the mailgate to work. I'm using RT 4.2.5 and have used the README and official documentation for setting up my RT instance. Unfortunately my attempts to find a solution to the problem in the wiki and in previous mails in the mailing lists have failed and if someone has the time to help me it would be much appreciated! -- Best regards, Erik Jonsson-Glans From tamas.szep at govcert.hu Mon Jul 28 09:10:10 2014 From: tamas.szep at govcert.hu (=?ISO-8859-2?Q?=22Tam=E1s=2C_Sz=E9p=22?=) Date: Mon, 28 Jul 2014 15:10:10 +0200 Subject: [rt-users] IR upgrade fails Message-ID: <53D64BB2.3060402@govcert.hu> Hi, After successfully upgrading the vintage RT, I am facing a new challenge: the vintage IR plugin. I inserted the line Set(@Plugins, 'RT::IR'); into RT_SiteConfig.pm and when I type make upgrade-database from the IR plugin install directory I get this: -----BEGIN----- root at ubuntu:/w/install/new/rtir# make upgrade-database -----WHAT THE HECK IS THIS WARNING/ERROR PILE BELOW?----- Change of config option 'rtirname' at /opt/rt4/local/plugins/RT-IR/etc/RTIR_Config.pm line 21 has been ignored. It may be ok, but we want you to be aware. This option has been set earlier in /opt/rt3/etc/RTIR_Config.pm line 3. at /opt/rt4/lib/RT/Config.pm line 1148. Change of config option 'MaxInlineBody' at /opt/rt4/local/plugins/RT-IR/etc/RTIR_Config.pm line 291 has been ignored. It may be ok, but we want you to be aware. This option has been set earlier in /opt/rt4/etc/RT_SiteConfig.pm line 361. at /opt/rt4/lib/RT/Config.pm line 1148. Change of config option 'OverdueAfter' at /opt/rt4/local/plugins/RT-IR/etc/RTIR_Config.pm line 300 has been ignored. It may be ok, but we want you to be aware. This option has been set earlier in /opt/rt3/etc/RTIR_Config.pm line 9. at /opt/rt4/lib/RT/Config.pm line 1148. Change of config option 'whois' at /opt/rt4/local/plugins/RT-IR/etc/RTIR_Config.pm line 638 has been ignored. It may be ok, but we want you to be aware. This option has been set earlier in /opt/rt3/etc/RTIR_Config.pm line 13. at /opt/rt4/lib/RT/Config.pm line 1148. /usr/bin/perl -Ilib -I/opt/rt4/local/lib -I/opt/rt4/lib /opt/rt4/sbin/rt-setup-database --action upgrade --dba rt_user --prompt-for-dba-password --package RT::IR Change of config option 'rtirname' at /opt/rt4/local/plugins/RT-IR/etc/RTIR_Config.pm line 21 has been ignored. It may be ok, but we want you to be aware. This option has been set earlier in /opt/rt3/etc/RTIR_Config.pm line 3. at /opt/rt4/sbin/../lib/RT/Config.pm line 1148. Change of config option 'MaxInlineBody' at /opt/rt4/local/plugins/RT-IR/etc/RTIR_Config.pm line 291 has been ignored. It may be ok, but we want you to be aware. This option has been set earlier in /opt/rt4/etc/RT_SiteConfig.pm line 361. at /opt/rt4/sbin/../lib/RT/Config.pm line 1148. Change of config option 'OverdueAfter' at /opt/rt4/local/plugins/RT-IR/etc/RTIR_Config.pm line 300 has been ignored. It may be ok, but we want you to be aware. This option has been set earlier in /opt/rt3/etc/RTIR_Config.pm line 9. at /opt/rt4/sbin/../lib/RT/Config.pm line 1148. Change of config option 'whois' at /opt/rt4/local/plugins/RT-IR/etc/RTIR_Config.pm line 638 has been ignored. It may be ok, but we want you to be aware. This option has been set earlier in /opt/rt3/etc/RTIR_Config.pm line 13. at /opt/rt4/sbin/../lib/RT/Config.pm line 1148. In order to create or update your RT database, this script needs to connect to your mysql instance on localhost (port '') as rt_user Please specify that user's database password below. If the user has no database password, just press return. Password: -----OK I TYPE IT IN----- Working with: Type: mysql Host: localhost Port: Name: rt4 User: rt_user DBA: rt_user Enter RT::IR version you're upgrading from: 1.0.5 -----I WANT TO UPGRADE THIS OLD ONE----- Going to apply following upgrades: * 1.1.1 * 1.1.3 * 1.9.0 * 2.1.0 * 2.1.1 * 2.1.3 * 2.3.0 * 2.3.9 * 2.5.1 * 2.6.2 * 2.9.0 * 3.0.0rc2 Enter RT::IR version if you want to stop upgrade at some point, or leave it blank if you want apply above upgrades: -----JUST PRESSED ENTER HERE----- IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP Proceed [y/N]:y Processing 1.1.1 -----HERE COMES TROUBLE----- [1138] [Mon Jul 28 12:55:46 2014] [critical]: Can't locate Parse/BooleanLogic.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/local/plugins/RT-IR/lib /opt/rt4/sbin/../lib lib /opt/rt4/local/lib /opt/rt4/lib /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl .) at /opt/rt4/local/plugins/RT-IR/lib/RT/IR.pm line 77, line 4. BEGIN failed--compilation aborted at /opt/rt4/local/plugins/RT-IR/lib/RT/IR.pm line 77, line 4. Compilation failed in require at /opt/rt4/sbin/../lib/RT.pm line 734, line 4. (/opt/rt4/sbin/../lib/RT.pm:402) Can't locate Parse/BooleanLogic.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/local/plugins/RT-IR/lib /opt/rt4/sbin/../lib lib /opt/rt4/local/lib /opt/rt4/lib /etc/perl /usr/local/lib/perl/5.14.2 /usr/local/share/perl/5.14.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.14 /usr/share/perl/5.14 /usr/local/lib/site_perl .) at /opt/rt4/local/plugins/RT-IR/lib/RT/IR.pm line 77, line 4. BEGIN failed--compilation aborted at /opt/rt4/local/plugins/RT-IR/lib/RT/IR.pm line 77, line 4. Compilation failed in require at /opt/rt4/sbin/../lib/RT.pm line 734, line 4. ...returned with error: 65280 make: *** [upgrade-database] Error 2 -----END----- Interesting thing: first I forgot to insert that line into the config file (RT::IR thingy) and without that it ran until it reached 2.9.0! So I had 2.6.2 IR! Reaching 2.9.0 the upgrader came up with the error message seen above. Strange. Any help would be appreciated. Tamas GovCERT-Hungary From alexmv at bestpractical.com Mon Jul 28 12:15:35 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 28 Jul 2014 12:15:35 -0400 Subject: [rt-users] s/mime In-Reply-To: <53D3BEC8.3040706@mhcsoftware.de> References: <53D3BEC8.3040706@mhcsoftware.de> Message-ID: <53D67727.1000307@bestpractical.com> On 07/26/2014 10:44 AM, Matthias Henze wrote: > Key and certificate get detected and displayed by the queue. I want all > messages to be signed. When I enable "Sign all auto-generated mail." > auto-generated mails get signed and the destroyed by duplicating all > newlines. This leads to an invalid signed message. Interesting -- what version of openssl are you using, and are you using HTML templates? If so, does the malformed signature persist if you switch to text templates, via ./etc/upgrade/switch-templates-to text ? > Since I've enabled s/mime no answers get sent out any more by e-mail. > Auto generated mails are sent. What causes this? What do you mean by "no answers get sent out any more"? What do RT's error logs say? - Alex From lists at mhcsoftware.de Mon Jul 28 13:13:53 2014 From: lists at mhcsoftware.de (Matthias Henze) Date: Mon, 28 Jul 2014 19:13:53 +0200 Subject: [rt-users] s/mime In-Reply-To: <53D67727.1000307@bestpractical.com> References: <53D3BEC8.3040706@mhcsoftware.de> <53D67727.1000307@bestpractical.com> Message-ID: <53D684D1.9020300@mhcsoftware.de> Am 28.07.2014 um 18:15 schrieb Alex Vandiver: > On 07/26/2014 10:44 AM, Matthias Henze wrote: >> Key and certificate get detected and displayed by the queue. I want all >> messages to be signed. When I enable "Sign all auto-generated mail." >> auto-generated mails get signed and the destroyed by duplicating all >> newlines. This leads to an invalid signed message. > > Interesting -- what version of openssl are you using, root at rt:~# dpkg -l | grep openssl ii openssl 1.0.1e-2+deb7u11 amd64 > and are you using HTML templates? No > If so, does the malformed signature persist if you > switch to text templates, via ./etc/upgrade/switch-templates-to text ? > >> Since I've enabled s/mime no answers get sent out any more by e-mail. >> Auto generated mails are sent. What causes this? > > What do you mean by "no answers get sent out any more"? What do RT's > error logs say? When I create a answer for a ticket no mails get sent. I will send logs and example mails to your personal address. -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: info at mhcsoftware.de HR Coburg: B2242 Gesch?ftsf?hrer: Matthias Henze From lists at mhcsoftware.de Mon Jul 28 14:06:11 2014 From: lists at mhcsoftware.de (Matthias Henze) Date: Mon, 28 Jul 2014 20:06:11 +0200 Subject: [rt-users] s/mime In-Reply-To: <53D684D1.9020300@mhcsoftware.de> References: <53D3BEC8.3040706@mhcsoftware.de> <53D67727.1000307@bestpractical.com> <53D684D1.9020300@mhcsoftware.de> Message-ID: <53D69113.9020409@mhcsoftware.de> Am 28.07.2014 um 19:13 schrieb Matthias Henze: > Am 28.07.2014 um 18:15 schrieb Alex Vandiver: >> On 07/26/2014 10:44 AM, Matthias Henze wrote: >>> Since I've enabled s/mime no answers get sent out any more by e-mail. >>> Auto generated mails are sent. What causes this? >> >> What do you mean by "no answers get sent out any more"? What do RT's >> error logs say? > > When I create a answer for a ticket no mails get sent. Wrong, I've fixed a problem in the configuration and now answers get sent AND they are signet correctly when and ONLY when it does NOT contain newlines. If the answer contains newlines (by typing or by a signature) all newlines get duplicated after signing and so it breaks the signature. -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: info at mhcsoftware.de HR Coburg: B2242 Gesch?ftsf?hrer: Matthias Henze From borepstein at gmail.com Mon Jul 28 15:16:30 2014 From: borepstein at gmail.com (Boris Epstein) Date: Mon, 28 Jul 2014 15:16:30 -0400 Subject: [rt-users] changing user's permissions from outside of RT In-Reply-To: References: Message-ID: Hi Alex, Yes, this is pretty much what I had in mind. It just feels a bit odd that you have to go to doing things programatically for some things that seem trivial whereas more complex things seem to be easily doable via CLI. Thanks. Boris. On Sat, Jul 19, 2014 at 2:20 AM, Alex Peters wrote: > What is the scope of your definition of "outside" RT? > > RT has a command line interface, and you can also run Perl scripts on the > RT host that interact directly with RT's library code to achieve tasks. > > One example of an operation that can be run directly on the RT host is > this script, which resets the root user's password: > > use lib '/opt/rt4/lib'; > use RT; > use RT::User; > RT->LoadConfig; > RT->Init; > my $u = RT::User->new(RT->SystemUser); > $u->Load('root'); > $u->SetPassword('secret'); > > Altering database tables directly is another option, but one I've never > tried personally (and wouldn't unless I had to, because I trust RT's code > more than myself to alter table data without side effects). > > What specific user privilege adjustments would you like to make? > > > On 19 June 2014 05:30, Boris Epstein wrote: > >> Hello listmates, >> >> If I need to change the user's privilleges outside of the RT - and I do >> have full administrative rights both on the RT host machine and within the >> DB server - how do I do that? >> >> Thanks. >> >> Boris. >> >> -- >> RT Training - Boston, September 9-10 >> http://bestpractical.com/training >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Mon Jul 28 16:57:28 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 28 Jul 2014 16:57:28 -0400 Subject: [rt-users] s/mime In-Reply-To: <53D684D1.9020300@mhcsoftware.de> References: <53D3BEC8.3040706@mhcsoftware.de> <53D67727.1000307@bestpractical.com> <53D684D1.9020300@mhcsoftware.de> Message-ID: <53D6B938.9050903@bestpractical.com> On 07/28/2014 01:13 PM, Matthias Henze wrote: > Am 28.07.2014 um 18:15 schrieb Alex Vandiver: >> On 07/26/2014 10:44 AM, Matthias Henze wrote: >>> Key and certificate get detected and displayed by the queue. I want all >>> messages to be signed. When I enable "Sign all auto-generated mail." >>> auto-generated mails get signed and the destroyed by duplicating all >>> newlines. This leads to an invalid signed message. >> >> Interesting -- what version of openssl are you using, > > root at rt:~# dpkg -l | grep openssl > ii openssl 1.0.1e-2+deb7u11 amd64 > >> and are you using HTML templates? > > No What version of MIME::Parser? You can check by running perl -MMIME::Parser\ 99 Needless to say, local tests don't show doubled newlines, so determining a way to replicate this for us would be quite useful. It might be instructive to run RT's test suite and see if that passes for you. You'll need to re-run configure with --enable-developer, which will add some additional perl dependencies for 'make testdeps' to install. You'll then be able to run RT's tests: $ prove -wl t/{crypt,mail,web}/smime/*.t t/crypt/smime/attachments-in-db.t ..... ok t/crypt/smime/bad-recipients.t ........ ok t/crypt/smime/status-string.t ......... ok t/mail/smime/incoming.t ............... ok t/mail/smime/other-signed.t ........... ok t/mail/smime/outgoing.t ............... ok t/mail/smime/realmail.t ............... ok t/mail/smime/reject_on_unencrypted.t .. ok t/web/smime/outgoing.t ................ ok All tests successful. Files=9, Tests=720, 214 wallclock secs ( 0.40 usr 0.06 sys + 155.68 cusr 11.91 csys = 168.05 CPU) Result: PASS - Alex From lists at mhcsoftware.de Tue Jul 29 08:23:27 2014 From: lists at mhcsoftware.de (Matthias Henze) Date: Tue, 29 Jul 2014 14:23:27 +0200 Subject: [rt-users] s/mime In-Reply-To: <53D6B938.9050903@bestpractical.com> References: <53D3BEC8.3040706@mhcsoftware.de> <53D67727.1000307@bestpractical.com> <53D684D1.9020300@mhcsoftware.de> <53D6B938.9050903@bestpractical.com> Message-ID: <53D7923F.8050907@mhcsoftware.de> Am 28.07.2014 um 22:57 schrieb Alex Vandiver: > What version of MIME::Parser? You can check by running > perl -MMIME::Parser\ 99 root at rt:~# perl -MMIME::Parser\ 99 MIME::Parser version 99 required--this is only version 5.505. BEGIN failed--compilation aborted. > > Needless to say, local tests don't show doubled newlines, so determining > a way to replicate this for us would be quite useful. > > It might be instructive to run RT's test suite and see if that passes > for you. You'll need to re-run configure with --enable-developer, which did this: root at rt:/tmp/rt-4.2.6# ./configure --with-web-user=www-data --with-web-group=www-data --enable-graphviz --enable-gd --enable-smime --with-db-dba=postgres --with-db-type=Pg --enable-developer > will add some additional perl dependencies for 'make testdeps' to > install. ... All dependencies have been found. > You'll then be able to run RT's tests: > > $ prove -wl t/{crypt,mail,web}/smime/*.t > t/crypt/smime/attachments-in-db.t ..... ok > t/crypt/smime/bad-recipients.t ........ ok > t/crypt/smime/status-string.t ......... ok > t/mail/smime/incoming.t ............... ok > t/mail/smime/other-signed.t ........... ok > t/mail/smime/outgoing.t ............... ok > t/mail/smime/realmail.t ............... ok > t/mail/smime/reject_on_unencrypted.t .. ok > t/web/smime/outgoing.t ................ ok > All tests successful. > Files=9, Tests=720, 214 wallclock secs ( 0.40 usr 0.06 sys + > 155.68 cusr 11.91 csys = 168.05 CPU) > Result: PASS Did not work - first try: Bailout called. Further testing stopped: RT_DBA_USER and RT_DBA_PASSWORD environment variables need to be set in order to run 'make test' Then I set the two variables by export and got: t/crypt/smime/attachments-in-db.t ..... Connect Failed FATAL: Datenbank >>rt4test<< existiert nicht at /tmp/rt-4.2.6/lib/RT/Test.pm line 643. BEGIN failed--compilation aborted at t/crypt/smime/attachments-in-db.t line 4. t/crypt/smime/attachments-in-db.t ..... 1/? and several pages other errors ... -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: info at mhcsoftware.de HR Coburg: B2242 Gesch?ftsf?hrer: Matthias Henze From plummer at geneseo.edu Tue Jul 29 10:49:28 2014 From: plummer at geneseo.edu (Shawn Plummer) Date: Tue, 29 Jul 2014 10:49:28 -0400 Subject: [rt-users] fcgi read timeout error in 4.2.5 In-Reply-To: <53A9DE8B.3080603@bestpractical.com> References: <1495ADFB-504F-4BD0-B14C-2D4178CB5BDF@geneseo.edu> <20140617190149.GC2912@jibsheet.com> <53A9CB48.9090201@bestpractical.com> <53A9DE8B.3080603@bestpractical.com> Message-ID: <610269AD-A0B8-485B-ACE1-41E151039E6A@geneseo.edu> I have done some more digging and am unable to determine the code causing the FOR UPDATE to be issued. Does anyone have rt 4.2.x running against Oracle successfully? -- Shawn Plummer Systems Manager | SUNY Geneseo South Hall 119 | 585-245-5577 | http://www.geneseo.edu/cit On Jun 24, 2014, at 4:24 PM, Alex Vandiver wrote: > On 06/24/2014 04:03 PM, Shawn Plummer wrote: >> [snip] > > Please keep replies on-list. > - Alex > >>> Sounds like it's indeed related to session locking. You can try >>> switching to on-disk sessions and see if it resolves the issue: >>> >>> Set($WebSessionClass, "Apache::Session::File?); >>> >> Running this way did indeed prevent the error from occurring. We >> switched back to database sessions to perform more testing. >> >>> However, we'd also be interested to hear what your DBA discovers about >>> the deadlocks, as this issue may well bite other Oracle users, and we'd >>> like to resolve it. >> >> Our DBA has been doing some research and believes FOR UPDATE in this >> statement is the issue >> >> SELECT a_session >> FROM sessions >> WHERE id = :p1 FOR UPDATE >> >> From Oracle Doc: >> How Oracle Database Locks Data >> >> Locks are mechanisms that prevent destructive interaction between >> transactions accessing the same resource?either user objects such as >> tables and rows or system objects not visible to users, such as shared >> data structures in memory and data dictionary rows. >> >> In all cases, Oracle Database automatically obtains necessary locks when >> executing SQL statements, so users need not be concerned with such >> details. Oracle Database automatically uses the lowest applicable level >> of restrictiveness to provide the highest degree of data concurrency yet >> also provide fail-safe data integrity. Oracle Database also allows the >> user to lock data manually. >> >> More >> details: http://docs.oracle.com/cd/B28359_01/server.111/b28318/consist.htm#CNCPT020 >> >> There is also a doc showing that SELECT FOR UPDATE behavior is different >> from 10g to 11g. Doc ID 858518.1 >> >> And further information on FOR >> UPDATE http://markjbobak.wordpress.com/2010/04/06/unintended-consequences/ >> >> >> -- >> Shawn Plummer >> Systems Manager | SUNY Geneseo >> South Hall 119 | 585-245-5577 | http://www.geneseo.edu/cit >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From plummer at geneseo.edu Tue Jul 29 11:14:20 2014 From: plummer at geneseo.edu (Shawn Plummer) Date: Tue, 29 Jul 2014 11:14:20 -0400 Subject: [rt-users] fcgi read timeout error in 4.2.5 In-Reply-To: <610269AD-A0B8-485B-ACE1-41E151039E6A@geneseo.edu> References: <1495ADFB-504F-4BD0-B14C-2D4178CB5BDF@geneseo.edu> <20140617190149.GC2912@jibsheet.com> <53A9CB48.9090201@bestpractical.com> <53A9DE8B.3080603@bestpractical.com> <610269AD-A0B8-485B-ACE1-41E151039E6A@geneseo.edu> Message-ID: Doing some more research I see that RT using Oracle used to use File Sesssions and switched in 4.2 to using Oracle. Then a change was made to make sessions default to the MaxAttachment size which, from reading DBD::Oracle documentation, could trigger FOR UPDATE being used causing the locking issue. I guess the answer for me is to just use Apache Sesssion Files. I would be happy to test any solutions for using Oracle for sessions on my devel instance but don?t want to hold up my upgrade any longer. The two commits in question https://github.com/bestpractical/rt/commit/36be526fecd2efb82762bb64978e39381d4a7622 https://github.com/bestpractical/rt/commit/fd66493495acde6a321fd3e560a01002284a198b I did confirm this bug occurs against a 10g and 11g Oracle database using 4.2 -- Shawn Plummer Systems Manager | SUNY Geneseo South Hall 119 | 585-245-5577 | http://www.geneseo.edu/cit On Jul 29, 2014, at 10:49 AM, Shawn Plummer wrote: > I have done some more digging and am unable to determine the code causing the FOR UPDATE to be issued. > > Does anyone have rt 4.2.x running against Oracle successfully? > > -- > Shawn Plummer > Systems Manager | SUNY Geneseo > South Hall 119 | 585-245-5577 | http://www.geneseo.edu/cit > > On Jun 24, 2014, at 4:24 PM, Alex Vandiver wrote: > >> On 06/24/2014 04:03 PM, Shawn Plummer wrote: >>> [snip] >> >> Please keep replies on-list. >> - Alex >> >>>> Sounds like it's indeed related to session locking. You can try >>>> switching to on-disk sessions and see if it resolves the issue: >>>> >>>> Set($WebSessionClass, "Apache::Session::File?); >>>> >>> Running this way did indeed prevent the error from occurring. We >>> switched back to database sessions to perform more testing. >>> >>>> However, we'd also be interested to hear what your DBA discovers about >>>> the deadlocks, as this issue may well bite other Oracle users, and we'd >>>> like to resolve it. >>> >>> Our DBA has been doing some research and believes FOR UPDATE in this >>> statement is the issue >>> >>> SELECT a_session >>> FROM sessions >>> WHERE id = :p1 FOR UPDATE >>> >>> From Oracle Doc: >>> How Oracle Database Locks Data >>> >>> Locks are mechanisms that prevent destructive interaction between >>> transactions accessing the same resource?either user objects such as >>> tables and rows or system objects not visible to users, such as shared >>> data structures in memory and data dictionary rows. >>> >>> In all cases, Oracle Database automatically obtains necessary locks when >>> executing SQL statements, so users need not be concerned with such >>> details. Oracle Database automatically uses the lowest applicable level >>> of restrictiveness to provide the highest degree of data concurrency yet >>> also provide fail-safe data integrity. Oracle Database also allows the >>> user to lock data manually. >>> >>> More >>> details: http://docs.oracle.com/cd/B28359_01/server.111/b28318/consist.htm#CNCPT020 >>> >>> There is also a doc showing that SELECT FOR UPDATE behavior is different >>> from 10g to 11g. Doc ID 858518.1 >>> >>> And further information on FOR >>> UPDATE http://markjbobak.wordpress.com/2010/04/06/unintended-consequences/ >>> >>> >>> -- >>> Shawn Plummer >>> Systems Manager | SUNY Geneseo >>> South Hall 119 | 585-245-5577 | http://www.geneseo.edu/cit >>> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From radu.tureac at gmail.com Tue Jul 29 11:24:26 2014 From: radu.tureac at gmail.com (Radu Tureac) Date: Tue, 29 Jul 2014 18:24:26 +0300 Subject: [rt-users] Upgrade from 4.2.2 to 4.2.6 - simple search not using sphinx when searching Message-ID: Hello, I have fulltext search implemented with sphinx and mysql 5.6.15. The problem is that after upgrade, I started to get these large queries in mysql when using simple search: # Time: 140725 13:15:31 # User at Host: rt_user[rt_user] @ localhost [] Id: 26 # Query_time: 10.390028 Lock_time: 0.000276 Rows_sent: 1 Rows_examined: 910059 SET timestamp=1406283331; SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectType = 'RT::Ticket' ) AND ( Transactions_1.ObjectId = main.id ) LEFT JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId = Transactions_1.id ) LEFT JOIN AttachmentsIndex AttachmentsIndex_3 ON ( AttachmentsIndex_3.id = Attachments_2.id ) WHERE (main.IsMerged IS NULL) AND (main.Status != 'deleted') AND (main.Type = 'ticket') AND ( ( ( main.Subject LIKE '%*word*%' OR ( AttachmentsIndex_3.query = '*word*;limit=10000;maxmatches=10000' AND Attachments_2.Filename IS NULL ) ) ) ); Is there any way that I could make the simple search use the sphinx engine by default for all the queries? Or any way to revert it? I also mention that the content search is still working with sphinx as before, if I write fulltext:word I can find the query in the RT_ROOT/var/sphinx/query.log [Wed Jun 25 16:41:45.057 2014] 0.002 sec 0.002 sec [all/0/rel 3 (0,10000)] [rt,rtdelta] word [Wed Jun 25 16:41:45.191 2014] 0.002 sec 0.002 sec [all/0/rel 3 (0,10000)] [rt,rtdelta] word [Wed Jun 25 16:41:58.256 2014] 0.002 sec 0.002 sec [all/0/rel 3 (0,10000)] [rt,rtdelta] word [Wed Jun 25 16:42:36.063 2014] 0.002 sec 0.002 sec [all/0/rel 3 (0,10000)] [rt,rtdelta] word Thank you! -------------- next part -------------- An HTML attachment was scrubbed... URL: From comunelevico at gmail.com Tue Jul 29 11:37:29 2014 From: comunelevico at gmail.com (Marco Agostini) Date: Tue, 29 Jul 2014 17:37:29 +0200 Subject: [rt-users] how to reduce the limit of attachment Message-ID: Hi, I would like to reduce the maximum size of attachments that can be added directly from the web interface. I'm using: - Debian 7.5 - mysql 5.5.37-0+wheezy1 - RT 4.2.5 I set the value "max_allowed_packet" to "1M" in "/etc/mysql/my.cnf" and configure these parameters on "/opt/rt4/etc/RT_SiteConfig.pm": Set($MaxAttachmentSize, 1_000_000); # 1M Set($DropLongAttachments, 1_000_000); # 1M removed the cache: rm -rf /opt/rt4/var/mason_data/obj and restarted apache apache2ctl restart ...but I can upload file that is bigger than 1M. Any suggestion ? thank you. From fclarke at ixico.com Tue Jul 29 13:04:17 2014 From: fclarke at ixico.com (fergusIxico) Date: Tue, 29 Jul 2014 10:04:17 -0700 (PDT) Subject: [rt-users] Owner field cannot be populated after upgrading to 4.2.5 Message-ID: <1406653457193-58078.post@n7.nabble.com> Hello We just upgraded to RT 4.2.5 and the owner field no longer works. if I edit the field then it is happy to autocomplete the field and when I click save no error message is displayed but the owner files remains as Nobody in particular. Any assistance would be gratefully received. Thanks Fergus -- View this message in context: http://requesttracker.8502.n7.nabble.com/Owner-field-cannot-be-populated-after-upgrading-to-4-2-5-tp58078.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alexmv at bestpractical.com Tue Jul 29 13:10:13 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 29 Jul 2014 13:10:13 -0400 Subject: [rt-users] Upgrade from 4.2.2 to 4.2.6 - simple search not using sphinx when searching In-Reply-To: References: Message-ID: <53D7D575.2000307@bestpractical.com> On 07/29/2014 11:24 AM, Radu Tureac wrote: > I have fulltext search implemented with sphinx and mysql 5.6.15. > > The problem is that after upgrade, I started to get these large queries > in mysql when using simple search: RT 4.2.4 and above do a full-content search with simple search if indexed full-test searching is enabled. > # Time: 140725 13:15:31 > # User at Host: rt_user[rt_user] @ localhost [] Id: 26 > # Query_time: 10.390028 Lock_time: 0.000276 Rows_sent: 1 > Rows_examined: 910059 > SET timestamp=1406283331; > SELECT COUNT(DISTINCT main.id ) FROM Tickets main JOIN > Transactions Transactions_1 ON ( Transactions_1.ObjectType = > 'RT::Ticket' ) AND ( Transactions_1.ObjectId = main.id > ) LEFT JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId > = Transactions_1.id ) LEFT JOIN AttachmentsIndex AttachmentsIndex_3 ON > ( AttachmentsIndex_3.id = Attachments_2.id ) WHERE (main.IsMerged IS > NULL) AND (main.Status != 'deleted') AND (main.Type = 'ticket') AND ( ( > ( main.Subject LIKE '%*word*%' OR ( AttachmentsIndex_3.query = > '*word*;limit=10000;maxmatches=10000' AND Attachments_2.Filename IS NULL > ) ) ) ); This failure is likely a failure of the Sphinx index to be picked up correctly, and is a limitation of the Sphinx search engine. You can confirm this by showing the output of EXPLAIN on the above query. > Is there any way that I could make the simple search use the sphinx > engine by default for all the queries? Or any way to revert it? You likely have two options: 1. Use a local overlay to replace the HandleDefault function in lib/RT/Search/Simple.pm with the version from 4.2.3 or earlier, which only searches subject, not subject and content. 2. Try the 4.2/mysql-native-fts branch, which uses the indexed full-text search for InnoDB tables which is available in MySQL 5.6. - Alex From alexmv at bestpractical.com Tue Jul 29 13:20:37 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 29 Jul 2014 13:20:37 -0400 Subject: [rt-users] Owner field cannot be populated after upgrading to 4.2.5 In-Reply-To: <1406653457193-58078.post@n7.nabble.com> References: <1406653457193-58078.post@n7.nabble.com> Message-ID: <53D7D7E5.70507@bestpractical.com> On 07/29/2014 01:04 PM, fergusIxico wrote: > We just upgraded to RT 4.2.5 and the owner field no longer works. What version did you upgrade from? > if I edit > the field then it is happy to autocomplete the field and when I click save > no error message is displayed but the owner files remains as Nobody in > particular. What is in RT's error logs? - Alex From borepstein at gmail.com Tue Jul 29 15:17:23 2014 From: borepstein at gmail.com (Boris Epstein) Date: Tue, 29 Jul 2014 15:17:23 -0400 Subject: [rt-users] search query question Message-ID: Hello all, It looks like the generic search query: my $tickets = new RT::Tickets($RT::SystemUser); Only works if you introduce some limitations to it. By that I mean qualifiers like: $tickets->LimitStatus(VALUE => 'open'); Is there any way to launch it and find all the tickets? And yes, I know - this may be expensive but that is fine. Thanks in advance for any advice. Cheers, Boris. -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Tue Jul 29 15:32:03 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 29 Jul 2014 15:32:03 -0400 Subject: [rt-users] fcgi read timeout error in 4.2.5 In-Reply-To: References: <1495ADFB-504F-4BD0-B14C-2D4178CB5BDF@geneseo.edu> <20140617190149.GC2912@jibsheet.com> <53A9CB48.9090201@bestpractical.com> <53A9DE8B.3080603@bestpractical.com> <610269AD-A0B8-485B-ACE1-41E151039E6A@geneseo.edu> Message-ID: <53D7F6B3.4080108@bestpractical.com> On 07/29/2014 11:14 AM, Shawn Plummer wrote: > Doing some more research I see that RT using Oracle used to use File > Sesssions and switched in 4.2 to using Oracle. Then a change was made to > make sessions default to the MaxAttachment size which, from reading > DBD::Oracle documentation, could trigger FOR UPDATE being used causing > the locking issue. > > I guess the answer for me is to just use Apache Sesssion Files. > > I would be happy to test any solutions for using Oracle for sessions on > my devel instance but don?t want to hold up my upgrade any longer. > > The two commits in question > https://github.com/bestpractical/rt/commit/36be526fecd2efb82762bb64978e39381d4a7622 > https://github.com/bestpractical/rt/commit/fd66493495acde6a321fd3e560a01002284a198b > > I did confirm this bug occurs against a 10g and 11g Oracle database > using 4.2 What steps do you use to reproduce the error? If we can trigger it locally (we test against 10g), we can more easily fix the error. - Alex From alexmv at bestpractical.com Tue Jul 29 15:33:47 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 29 Jul 2014 15:33:47 -0400 Subject: [rt-users] s/mime In-Reply-To: <53D7923F.8050907@mhcsoftware.de> References: <53D3BEC8.3040706@mhcsoftware.de> <53D67727.1000307@bestpractical.com> <53D684D1.9020300@mhcsoftware.de> <53D6B938.9050903@bestpractical.com> <53D7923F.8050907@mhcsoftware.de> Message-ID: <53D7F71B.2080206@bestpractical.com> On 07/29/2014 08:23 AM, Matthias Henze wrote: > Am 28.07.2014 um 22:57 schrieb Alex Vandiver: >> What version of MIME::Parser? You can check by running >> perl -MMIME::Parser\ 99 > > root at rt:~# perl -MMIME::Parser\ 99 > MIME::Parser version 99 required--this is only version 5.505. > BEGIN failed--compilation aborted. Hm, OK. Unfortunately, nothing particularly telling there. > Bailout called. Further testing stopped: RT_DBA_USER and > RT_DBA_PASSWORD environment variables need to be set in order to run > 'make test' > > Then I set the two variables by export and got: Those two should be set to the username and password of a user which has the right to create and drop databases. The errors you show imply that it failed to create the database. - Alex From alexmv at bestpractical.com Tue Jul 29 15:34:49 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 29 Jul 2014 15:34:49 -0400 Subject: [rt-users] IR upgrade fails In-Reply-To: <53D64BB2.3060402@govcert.hu> References: <53D64BB2.3060402@govcert.hu> Message-ID: <53D7F759.7030609@bestpractical.com> On 07/28/2014 09:10 AM, "Tam?s, Sz?p" wrote: > [1138] [Mon Jul 28 12:55:46 2014] [critical]: Can't locate > Parse/BooleanLogic.pm in @INC That says you didn't install RTIR's dependencies. - Alex From alexmv at bestpractical.com Tue Jul 29 15:35:59 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 29 Jul 2014 15:35:59 -0400 Subject: [rt-users] search query question In-Reply-To: References: Message-ID: <53D7F79F.8040209@bestpractical.com> On 07/29/2014 03:17 PM, Boris Epstein wrote: > Is there any way to launch it and find all the tickets? And yes, I know > - this may be expensive but that is fine. $tickets->UnLimit; - Alex From alexmv at bestpractical.com Tue Jul 29 15:42:45 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 29 Jul 2014 15:42:45 -0400 Subject: [rt-users] how to reduce the limit of attachment In-Reply-To: References: Message-ID: <53D7F935.7080807@bestpractical.com> On 07/29/2014 11:37 AM, Marco Agostini wrote: > I would like to reduce the maximum size of attachments that can be > added directly from the web interface. > > I'm using: > - Debian 7.5 > - mysql 5.5.37-0+wheezy1 > - RT 4.2.5 > > I set the value "max_allowed_packet" to "1M" in "/etc/mysql/my.cnf" You should set it to higher than 1M. Encoding may extend the size of the object in the database, and MySQL may simply drop the connection if it gets too large a packet. Having dropped mysql connections will abort the attachment insert _and_ all sorts of other things, none of which are desirable. > and configure these parameters on "/opt/rt4/etc/RT_SiteConfig.pm": > > Set($MaxAttachmentSize, 1_000_000); # 1M > Set($DropLongAttachments, 1_000_000); # 1M $DropLongAttachments is a boolean option: http://docs.bestpractical.com/RT_Config#DropLongAttachments It also only works if $TruncateLongAttachments is not set. > removed the cache: > rm -rf /opt/rt4/var/mason_data/obj For reference, not relevant in this case, as you've not changed any Mason files. > and restarted apache > apache2ctl restart > > > ...but I can upload file that is bigger than 1M. RT will still allow you to _upload_ files larger than 1M, but will silently drop them when the correspondence is recorded. There is a branch in the final stages of review that will add an entry into the ticket transaction history when an attachment is dropped or truncated. - Alex From borepstein at gmail.com Tue Jul 29 16:09:48 2014 From: borepstein at gmail.com (Boris Epstein) Date: Tue, 29 Jul 2014 16:09:48 -0400 Subject: [rt-users] search query question In-Reply-To: <53D7F79F.8040209@bestpractical.com> References: <53D7F79F.8040209@bestpractical.com> Message-ID: Alex, thanks! Here's another solution I just found: $tickets->LimitId(OPERATOR => '>', VALUE => '0'); Boris. On Tue, Jul 29, 2014 at 3:35 PM, Alex Vandiver wrote: > On 07/29/2014 03:17 PM, Boris Epstein wrote: > > Is there any way to launch it and find all the tickets? And yes, I know > > - this may be expensive but that is fine. > > $tickets->UnLimit; > > - Alex > -------------- next part -------------- An HTML attachment was scrubbed... URL: From plummer at geneseo.edu Tue Jul 29 16:29:52 2014 From: plummer at geneseo.edu (Shawn Plummer) Date: Tue, 29 Jul 2014 16:29:52 -0400 Subject: [rt-users] fcgi read timeout error in 4.2.5 In-Reply-To: <53D7F6B3.4080108@bestpractical.com> References: <1495ADFB-504F-4BD0-B14C-2D4178CB5BDF@geneseo.edu> <20140617190149.GC2912@jibsheet.com> <53A9CB48.9090201@bestpractical.com> <53A9DE8B.3080603@bestpractical.com> <610269AD-A0B8-485B-ACE1-41E151039E6A@geneseo.edu> <53D7F6B3.4080108@bestpractical.com> Message-ID: <620006D2-029F-4FAC-803F-1FE544D9EFE7@geneseo.edu> On Jul 29, 2014, at 3:32 PM, Alex Vandiver wrote: >> I did confirm this bug occurs against a 10g and 11g Oracle database >> using 4.2 > > What steps do you use to reproduce the error? If we can trigger it > locally (we test against 10g), we can more easily fix the error. > - Alex I didn?t need to do anything specific to reproduce it. I just upgraded to 4.2 and it started. It is somewhat intermittent though. I usually login to the main dashboard in a tab and set it to refresh every 10 minutes and it happens within about half an hour. I also can make it happen by refreshing the main page over and over. If I can provide anything else let me know. -- Shawn Plummer Systems Manager | SUNY Geneseo South Hall 119 | 585-245-5577 | http://www.geneseo.edu/cit -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Tue Jul 29 16:54:11 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 29 Jul 2014 16:54:11 -0400 Subject: [rt-users] fcgi read timeout error in 4.2.5 In-Reply-To: <620006D2-029F-4FAC-803F-1FE544D9EFE7@geneseo.edu> References: <1495ADFB-504F-4BD0-B14C-2D4178CB5BDF@geneseo.edu> <20140617190149.GC2912@jibsheet.com> <53A9CB48.9090201@bestpractical.com> <53A9DE8B.3080603@bestpractical.com> <610269AD-A0B8-485B-ACE1-41E151039E6A@geneseo.edu> <53D7F6B3.4080108@bestpractical.com> <620006D2-029F-4FAC-803F-1FE544D9EFE7@geneseo.edu> Message-ID: <53D809F3.7000502@bestpractical.com> On 07/29/2014 04:29 PM, Shawn Plummer wrote: >> What steps do you use to reproduce the error? If we can trigger it >> locally (we test against 10g), we can more easily fix the error. > > I didn?t need to do anything specific to reproduce it. I just upgraded > to 4.2 and it started. It is somewhat intermittent though. I usually > login to the main dashboard in a tab and set it to refresh every 10 > minutes and it happens within about half an hour. I also can make it > happen by refreshing the main page over and over. > > If I can provide anything else let me know. I'm ideally looking for a reproduction strategy against a clean RT 4.2. Can you show the results of (filling in ... for the value of your RT session cookie): SELECT id, LENGTH(a_session) FROM sessions WHERE id = '....' ...as well as the value that your $MaxAttachmentSize is set to? - Alex From tamas.szep at govcert.hu Wed Jul 30 02:12:47 2014 From: tamas.szep at govcert.hu (=?ISO-8859-1?Q?=22Tam=E1s=2C_Sz=E9p=22?=) Date: Wed, 30 Jul 2014 08:12:47 +0200 Subject: [rt-users] IR upgrade fails In-Reply-To: <53D7F759.7030609@bestpractical.com> References: <53D64BB2.3060402@govcert.hu> <53D7F759.7030609@bestpractical.com> Message-ID: <53D88CDF.5090909@govcert.hu> So what should I do? I am not a great RT/RTIR scientist but I do my best. Tamas on 2014.07.29. 21:34, Alex Vandiver wrote: > On 07/28/2014 09:10 AM, "Tam?s, Sz?p" wrote: >> [1138] [Mon Jul 28 12:55:46 2014] [critical]: Can't locate >> Parse/BooleanLogic.pm in @INC > > That says you didn't install RTIR's dependencies. > - Alex > From lists at mhcsoftware.de Wed Jul 30 02:16:33 2014 From: lists at mhcsoftware.de (Matthias Henze) Date: Wed, 30 Jul 2014 08:16:33 +0200 Subject: [rt-users] s/mime In-Reply-To: <53D7F71B.2080206@bestpractical.com> References: <53D3BEC8.3040706@mhcsoftware.de> <53D67727.1000307@bestpractical.com> <53D684D1.9020300@mhcsoftware.de> <53D6B938.9050903@bestpractical.com> <53D7923F.8050907@mhcsoftware.de> <53D7F71B.2080206@bestpractical.com> Message-ID: <53D88DC1.7070008@mhcsoftware.de> Am 29.07.2014 21:33, schrieb Alex Vandiver: > On 07/29/2014 08:23 AM, Matthias Henze wrote: >> Am 28.07.2014 um 22:57 schrieb Alex Vandiver: >>> What version of MIME::Parser? You can check by running >>> perl -MMIME::Parser\ 99 >> >> root at rt:~# perl -MMIME::Parser\ 99 >> MIME::Parser version 99 required--this is only version 5.505. >> BEGIN failed--compilation aborted. > > Hm, OK. Unfortunately, nothing particularly telling there. > >> Bailout called. Further testing stopped: RT_DBA_USER and >> RT_DBA_PASSWORD environment variables need to be set in order to run >> 'make test' >> >> Then I set the two variables by export and got: > > Those two should be set to the username and password of a user which has > the right to create and drop databases. The errors you show imply that > it failed to create the database. OK, I see ... here are the results: root at rt:/tmp/rt-4.2.6# prove -wl t/{crypt,mail,web}/smime/*.t t/crypt/smime/attachments-in-db.t ..... ok t/crypt/smime/bad-recipients.t ........ ok t/crypt/smime/status-string.t ......... ok t/mail/smime/incoming.t ............... ok t/mail/smime/other-signed.t ........... ok t/mail/smime/outgoing.t ............... ok t/mail/smime/realmail.t ............... ok t/mail/smime/reject_on_unencrypted.t .. ok t/web/smime/outgoing.t ................ ok All tests successful. Files=9, Tests=720, 254 wallclock secs ( 0.37 usr 0.10 sys + 145.24 cusr 32.12 csys = 177.83 CPU) Result: PASS -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: info at mhcsoftware.de HR Coburg: B2242 Gesch?ftsf?hrer: Matthias Henze From comunelevico at gmail.com Wed Jul 30 03:04:48 2014 From: comunelevico at gmail.com (Marco Agostini) Date: Wed, 30 Jul 2014 09:04:48 +0200 Subject: [rt-users] how to reduce the limit of attachment In-Reply-To: <53D7F935.7080807@bestpractical.com> References: <53D7F935.7080807@bestpractical.com> Message-ID: 2014-07-29 21:42 GMT+02:00 Alex Vandiver : > Thank you Alex for your quick response. > > You should set it to higher than 1M. Encoding may extend the size of > the object in the database, and MySQL may simply drop the connection if > it gets too large a packet. Having dropped mysql connections will abort > the attachment insert _and_ all sorts of other things, none of which are > desirable. > Now, I : - set "max_allowed_packet = 2M" and restart mysql service. - configure these parameters on "/opt/rt4/etc/RT_SiteConfig.pm": Set($MaxAttachmentSize, 1_000_000); # 1M Set($DropLongAttachments, 1); # true Set($TruncateLongAttachments, undef); and restarted apache > RT will still allow you to _upload_ files larger than 1M, but will > silently drop them when the correspondence is recorded. There is a > branch in the final stages of review that will add an entry into the > ticket transaction history when an attachment is dropped or truncated. > But I can still upload file (directly from the web interface) that is bigger than 1M without any message on history. what am I doing wrong ? Thanks. From comunelevico at gmail.com Wed Jul 30 03:36:41 2014 From: comunelevico at gmail.com (Marco Agostini) Date: Wed, 30 Jul 2014 09:36:41 +0200 Subject: [rt-users] how to reduce the limit of attachment In-Reply-To: References: <53D7F935.7080807@bestpractical.com> Message-ID: 2014-07-30 9:04 GMT+02:00 Marco Agostini : > >> RT will still allow you to _upload_ files larger than 1M, but will >> silently drop them when the correspondence is recorded. There is a >> branch in the final stages of review that will add an entry into the >> ticket transaction history when an attachment is dropped or truncated. >> > But I can still upload file (directly from the web interface) that is > bigger than 1M without any message on history. > > what am I doing wrong ? > I begin to understand. I checked the RT log and I find this message: "RT::Attachment=HASH(0xd8318f0): Dropped an attachment of size 4910491" This is correct, but in the web interface, the attachment is displayed and it is not clear that the attachment is not accessible until you select it. When I select the attachment you receive the message "Large attachment dropped". It is possible, when the attachment is dropped, hide the attachment and report it only in history ? From comunelevico at gmail.com Wed Jul 30 03:54:06 2014 From: comunelevico at gmail.com (Marco Agostini) Date: Wed, 30 Jul 2014 09:54:06 +0200 Subject: [rt-users] how to contribute to the translation Message-ID: Hello, I have translated a few sentences from English into Italian using this link https://translations.launchpad.net/rt/4.2/+pots/rt/it/+translate I noticed that some sentences are not present in translations.launchpad.net I believe that this depends on the fact that in some sources has not been used the function: $ self -> loc ('text to translate', $ self) I would like to help manage the translation and also the missing parts. What is the correct way to do it? sorry, for my poor english. From adam.siecinski at provadis.de Wed Jul 30 05:24:01 2014 From: adam.siecinski at provadis.de (Adam Siecinski) Date: Wed, 30 Jul 2014 02:24:01 -0700 (PDT) Subject: [rt-users] Strange behaviour with Outlook attachments In-Reply-To: <20140724151049.GK2875@jibsheet.com> References: <1405668335176-57968.post@n7.nabble.com> <20140724151049.GK2875@jibsheet.com> Message-ID: <1406712241959-58095.post@n7.nabble.com> Hello, apologize for my late reponse. I attached a sample E-Mail of a 3rd party correspondence right before forwarded to rt-mailgate. Mailtest.txt Is it possible to disable all notifications send from RT unless the sender of the correspondence equals one of our staff? The scrip, I aplied to my test-queue actually only notifys the requestor if the actor of the correspondence equals the owner of the ticket. ----- Greetings, Siecinski -- View this message in context: http://requesttracker.8502.n7.nabble.com/Strange-behaviour-with-Outlook-attachments-tp57968p58095.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From radu.tureac at gmail.com Wed Jul 30 07:20:18 2014 From: radu.tureac at gmail.com (Radu Tureac) Date: Wed, 30 Jul 2014 14:20:18 +0300 Subject: [rt-users] Upgrade from 4.2.2 to 4.2.6 - simple search not using sphinx when searching In-Reply-To: <53D7D575.2000307@bestpractical.com> References: <53D7D575.2000307@bestpractical.com> Message-ID: Thanks for your quick answer, Alex. I got the Simple.pm from rt-4.2.3 and put it the local dir. Now it's back to normal. The explain looks like this: +----+-------------+--------------------+------+---------------+---------------+---------+----------------------+-------+----------------------------------------------------+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+--------------------+------+---------------+---------------+---------+----------------------+-------+----------------------------------------------------+ | 1 | SIMPLE | main | ALL | PRIMARY | NULL | NULL | NULL | 41262 | Using where | | 1 | SIMPLE | Transactions_1 | ref | Transactions1 | Transactions1 | 70 | const,rt.main.id | 1 | Using where; Using index | | 1 | SIMPLE | Attachments_2 | ref | Attachments2 | Attachments2 | 4 | rt.Transactions_1.id | 3 | Using where | | 1 | SIMPLE | AttachmentsIndex_3 | ALL | NULL | NULL | NULL | NULL | 20 | Using where; Using join buffer (Block Nested Loop) | +----+-------------+--------------------+------+---------------+---------------+---------+----------------------+-------+----------------------------------------------------+ I will give the 4.2/mysql-native-fts branch a test run when I have time and give you back some feedback. Thanks again, Radu On Tue, Jul 29, 2014 at 8:10 PM, Alex Vandiver wrote: > On 07/29/2014 11:24 AM, Radu Tureac wrote: > > I have fulltext search implemented with sphinx and mysql 5.6.15. > > > > The problem is that after upgrade, I started to get these large queries > > in mysql when using simple search: > > RT 4.2.4 and above do a full-content search with simple search if > indexed full-test searching is enabled. > > > # Time: 140725 13:15:31 > > # User at Host: rt_user[rt_user] @ localhost [] Id: 26 > > # Query_time: 10.390028 Lock_time: 0.000276 Rows_sent: 1 > > Rows_examined: 910059 > > SET timestamp=1406283331; > > SELECT COUNT(DISTINCT main.id ) FROM Tickets main JOIN > > Transactions Transactions_1 ON ( Transactions_1.ObjectType = > > 'RT::Ticket' ) AND ( Transactions_1.ObjectId = main.id > > ) LEFT JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId > > = Transactions_1.id ) LEFT JOIN AttachmentsIndex AttachmentsIndex_3 ON > > ( AttachmentsIndex_3.id = Attachments_2.id ) WHERE (main.IsMerged IS > > NULL) AND (main.Status != 'deleted') AND (main.Type = 'ticket') AND ( ( > > ( main.Subject LIKE '%*word*%' OR ( AttachmentsIndex_3.query = > > '*word*;limit=10000;maxmatches=10000' AND Attachments_2.Filename IS NULL > > ) ) ) ); > > This failure is likely a failure of the Sphinx index to be picked up > correctly, and is a limitation of the Sphinx search engine. You can > confirm this by showing the output of EXPLAIN on the above query. > > > Is there any way that I could make the simple search use the sphinx > > engine by default for all the queries? Or any way to revert it? > > You likely have two options: > 1. Use a local overlay to replace the HandleDefault function in > lib/RT/Search/Simple.pm with the version from 4.2.3 or earlier, which > only searches subject, not subject and content. > 2. Try the 4.2/mysql-native-fts branch, which uses the indexed > full-text search for InnoDB tables which is available in MySQL 5.6. > > - Alex > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Wed Jul 30 09:57:49 2014 From: alex at peters.net (Alex Peters) Date: Wed, 30 Jul 2014 23:57:49 +1000 Subject: [rt-users] v4.2.6: strange display of subtitles in Saved Searches portlet Message-ID: On my RT v4.2.6 installation, I'm seeing in my Saved Searches portlet what was displayed as: XXX's saved searches now displaying as: XXX <----------> s <----------> saved <----------> searches where "<---------->" represents a large blank space. I don't have any local modifications which should affect this display. Is anyone else experiencing this? -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: saved-search-name-bug.jpeg Type: image/jpeg Size: 34103 bytes Desc: not available URL: From alexmv at bestpractical.com Wed Jul 30 11:01:45 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 30 Jul 2014 11:01:45 -0400 Subject: [rt-users] IR upgrade fails In-Reply-To: <53D88CDF.5090909@govcert.hu> References: <53D64BB2.3060402@govcert.hu> <53D7F759.7030609@bestpractical.com> <53D88CDF.5090909@govcert.hu> Message-ID: <53D908D9.7070103@bestpractical.com> On 07/30/2014 02:12 AM, "Tam?s, Sz?p" wrote: > So what should I do? I am not a great RT/RTIR scientist but I do my best. You should follow the install instructions, namely step 3 of http://bestpractical.com/docs/rtir/latest/README.html This will likely require running "cpan Parse::BooleanLogic", but the correct method of installing a local perl module may vary. - Alex From alexmv at bestpractical.com Wed Jul 30 11:07:22 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 30 Jul 2014 11:07:22 -0400 Subject: [rt-users] s/mime In-Reply-To: <53D88DC1.7070008@mhcsoftware.de> References: <53D3BEC8.3040706@mhcsoftware.de> <53D67727.1000307@bestpractical.com> <53D684D1.9020300@mhcsoftware.de> <53D6B938.9050903@bestpractical.com> <53D7923F.8050907@mhcsoftware.de> <53D7F71B.2080206@bestpractical.com> <53D88DC1.7070008@mhcsoftware.de> Message-ID: <53D90A2A.6070409@bestpractical.com> On 07/30/2014 02:16 AM, Matthias Henze wrote: > OK, I see ... here are the results: > [snip] All tests passed, meaning that whatever problem you're having does not affect our tests, which include sending mail via S/MIME. As such, it is not a fundamental problem with S/MIME in your environment, but rather with the data involved. At this point, we'd need a test email (possibly as well as keys/certs) that triggers the behavior you're seeing, as that seems to be the only common piece of the problems you're having. - Alex From aaron.mccarthy at southwestern.ie Wed Jul 30 11:29:41 2014 From: aaron.mccarthy at southwestern.ie (AJ) Date: Wed, 30 Jul 2014 08:29:41 -0700 (PDT) Subject: [rt-users] Add Time difference in search result Message-ID: <1406734180754-58100.post@n7.nabble.com> Hi, I have made a "datetime" CustomField. Whenever a ticket is changed from open to resolve the date and time will be inserted into the custom field. However I want it to display the time elapsed e.g. 40 minutes ago etc. This is the code I am using in location /html/Callbacks/MyRT/Elements/RT__Ticket/ColumnMap <%init> $COLUMN_MAP->{DifferenceReopenedTime} = { title => 'Reopened', # loc attribute => 'Reopened', value => sub { my $CFValue = $Ticket->FirstCustomFieldValue('13') my $now = RT::Date->new($RT::SystemUser); $now->SetToNow(); return $CFValue->AgeAsString(); } }; <%args> $COLUMN_MAP Can anyone help -- View this message in context: http://requesttracker.8502.n7.nabble.com/Add-Time-difference-in-search-result-tp58100.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From rfelty at adknowledge.com Wed Jul 30 11:28:01 2014 From: rfelty at adknowledge.com (Rezty Felty) Date: Wed, 30 Jul 2014 15:28:01 +0000 Subject: [rt-users] Difficulty implementing LDAP/AD Authorization Message-ID: I have a new install of RT 4.2.4 running on Centos 6.4 64 bit with Apache 2.2.15. I have installed RT::Authen::ExternalAuth and Net::LDAP, and have configured my /opt/rt4/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm with the right server address and LDAP user and password, and added Set( @Plugins, qw(RT::Authen::ExternalAuth) ); to the file /opt/rt4/etc/RT_SiteConfig.pm. I have restarted https, restarted the entire server, but i continue to see the same results, e.g. I can log in to RT with the default installed root account, but when I try any AD user, it fails, and the error I receive in both /var/log/messages and /var/log/httpd/error_log is the same: ?FAILED LOGIN for from (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:811) Any suggestions on where to begin troubleshooting this would be appreciated. Thanks, Rezty Felty Senior Linux Administrator Adknowledge 816-559-1196 -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Wed Jul 30 11:57:04 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 30 Jul 2014 11:57:04 -0400 Subject: [rt-users] v4.2.6: strange display of subtitles in Saved Searches portlet In-Reply-To: References: Message-ID: <53D915D0.1000608@bestpractical.com> On 07/30/2014 09:57 AM, Alex Peters wrote: > On my RT v4.2.6 installation, I'm seeing in my Saved Searches portlet > what was displayed as: > > XXX's saved searches > > now displaying as: > > XXX <----------> s <----------> saved <----------> searches > > where "<---------->" represents a large blank space. I don't have any > local modifications which should affect this display. Is anyone else > experiencing this? Interesting, this is caused by the HTML::Gumbo scrubber. I've filed http://issues.bestpractical.com/Ticket/Display.html?id=30304 on the topic. - Alex From rfelty at adknowledge.com Wed Jul 30 13:02:30 2014 From: rfelty at adknowledge.com (Rezty Felty) Date: Wed, 30 Jul 2014 17:02:30 +0000 Subject: [rt-users] Difficulty implementing LDAP/AD Authorization In-Reply-To: References: Message-ID: Jxplorer shows successful connection and authentication using the auth info I have in rt. Here is my /opt/rt4/etc/RT_SiteConfig.pm: # Any configuration directives you include here will override # RT's default configuration file, RT_Config.pm # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # This file is actually a perl module, so you can include valid # perl code, as well. # # The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this command: # # perl -c /path/to/your/etc/RT_SiteConfig.pm # # You must restart your webserver after making changes to this file. Set( $rtname, 'Adknowledge.com'); Set( $WebDomain, 'pkc-tracker02.ak-networks.com'); Set( $WebPort, 443); # You must install Plugins on your own, this is only an example # of the correct syntax to use when activating them. # Plugin( "RT::Extension::QuickDelete" ); # Plugin( "RT::Extension::CommandByMail" ); Set( @Plugins, qw(RT::Authen::ExternalAuth) ); and my /opt/rt4/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm, which I would think more important in this case: =head1 NAME External Authentication Configuration - Sample configs for L =head1 DESCRIPTION L provides a lot of flexibility with many configuration options. This file describes these configuration options and is itself a sample configuration suitable for dropping into your C file and modifying. =over 4 =item C<$ExternalAuthPriority> The order in which the services defined in ExternalSettings should be used to authenticate users. User is authenticated if successfully confirmed by any service - no more services are checked. You should remove services you don't use. For example, if you're only using My_LDAP, remove My_MySQL and My_SSO_Cookie. =cut Set($ExternalAuthPriority, [ 'My_LDAP', 'My_MySQL', 'My_SSO_Cookie' ] ); =item C<$ExternalInfoPriority> When multiple auth services are available, this value defines the order in which the services defined in ExternalSettings should be used to get information about users. This includes RealName, Tel numbers etc, but also whether or not the user should be considered disabled. Once a user record is found, no more services are checked. You CANNOT use a SSO cookie to retrieve information. You should remove services you don't use, but you must define at least one service. =cut Set($ExternalInfoPriority, [ 'My_LDAP', 'My_MySQL', ] ); =item C<$ExternalServiceUsesSSLorTLS> If this is set to true, then the relevant packages will be loaded to use SSL/TLS connections. At the moment, this just means L. =cut Set($ExternalServiceUsesSSLorTLS, 0); =item C<$AutoCreateNonExternalUsers> If this is set to 1, then users should be autocreated by RT as internal users if they fail to authenticate from an external service. This is useful if you have users outside your organization who might interface with RT, perhaps by sending email to a support email address. =cut Set($AutoCreateNonExternalUsers, 0); =item C<$ExternalSettings> These are the full settings for each external service as a HashOfHashes. Note that you may have as many external services as you wish. They will be checked in the order specified in $ExternalAuthPriority and $ExternalInfoPriority directives above. The outer structure is a key with the authentication option (name of external source). The value is a hash reference with configuration keys and values, for example: Set($ExternalSettings, { MyLDAP => { type => 'ldap', ... other options ... }, MyMySQL => { type => 'db', ... other options ... }, ... other sources ... } ); As shown above, each description should have 'type' defined. The following types are supported: =over 4 =item ldap Authenticate against and sync information with LDAP servers. See L for details. =item db Authenticate against and sync information with external RDBMS, supported by Perl's L interface. See L for details. =item cookie Authenticate by cookie. See L for details. =back See the modules noted above for configuration options specific to each type. The following apply to all types. =over 4 =item attr_match_list The list of RT attributes that uniquely identify a user. These values are used, in order, to find users in the selected authentication source. Each value specified here must have a mapping in the L section below. You can remove values you don't expect to match, but it's recommended to use 'Name' and 'EmailAddress' at minimum. For example: 'attr_match_list' => [ 'Name', 'EmailAddress', ], You should not use items that can map to multiple users (such as a RealName or building name). =item attr_map Mapping of RT attributes on to attributes in the external source. Valid keys are attributes of an L. The values are attributes from your authentication source. For example, an LDAP mapping might look like: 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', ... }, =back =cut Set($ExternalSettings, { # AN EXAMPLE DB SERVICE 'My_MySQL' => { 'type' => 'db', 'server' => 'server.domain.tld', 'database' => 'DB_NAME', 'table' => 'USERS_TABLE', 'user' => 'DB_USER', 'pass' => 'DB_PASS', 'port' => 'DB_PORT', 'dbi_driver' => 'DBI_DRIVER', 'u_field' => 'username', 'p_field' => 'password', 'p_enc_pkg' => 'Crypt::MySQL', 'p_enc_sub' => 'password', 'd_field' => 'disabled', 'd_values' => ['0'], 'attr_match_list' => [ 'Gecos', 'Name', ], 'attr_map' => { 'Name' => 'username', 'EmailAddress' => 'email', 'ExternalAuthId' => 'username', 'Gecos' => 'userID', }, }, # AN EXAMPLE LDAP SERVICE 'My_LDAP' => { 'type' => 'ldap', 'server' => '10.201.0.200', 'user' => 'apacheldap at adknowledge.com', 'pass' => ?redacted', 'base' => 'dc=adknowledge,dc=com', 'filter' => '(FILTER_STRING)', 'd_filter' => '(FILTER_STRING)', 'group' => 'GROUP_NAME', 'group_attr' => 'GROUP_ATTR', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'group_scope' => 'base', 'group_attr_value' => 'GROUP_ATTR_VALUE', 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName', ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' }, }, # An example SSO cookie service 'My_SSO_Cookie' => { 'type' => 'cookie', 'name' => 'loginCookieValue', 'u_table' => 'users', 'u_field' => 'username', 'u_match_key' => 'userID', 'c_table' => 'login_cookie', 'c_field' => 'loginCookieValue', 'c_match_key' => 'loginCookieUserID', 'db_service_name' => 'My_MySQL' }, } ); 1; Thanks, Rezty Felty Senior Linux Administrator Adknowledge 816-559-1196 From: Marco Agostini > Date: Wednesday, July 30, 2014 at 11:38 AM To: Rezty Felty > Subject: Re: [rt-users] Difficulty implementing LDAP/AD Authorization Il 30/lug/2014 17:34 "Rezty Felty" > ha scritto: > > I have a new install of RT 4.2.4 running on Centos 6.4 64 bit with Apache 2.2.15. I have installed RT::Authen::ExternalAuth and Net::LDAP, and have configured my /opt/rt4/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm with the right server address and LDAP user and password, and added Set( @Plugins, qw(RT::Authen::ExternalAuth) ); to the file /opt/rt4/etc/RT_SiteConfig.pm. I have restarted https, restarted the entire server, but i continue to see the same results, e.g. I can log in to RT with the default installed root account, but when I try any AD user, it fails, and the error I receive in both /var/log/messages and /var/log/httpd/error_log is the same: ?FAILED LOGIN for from (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:811) > > Any suggestions on where to begin troubleshooting this would be appreciated. > Use these tool http://jxplorer.org/ to test the parameter that you are using in RT. Post the content of /opt/rt4/etc/RT_SiteConfig.pm -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Wed Jul 30 13:17:07 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 30 Jul 2014 13:17:07 -0400 Subject: [rt-users] how to contribute to the translation In-Reply-To: References: Message-ID: <53D92893.30005@bestpractical.com> On 07/30/2014 03:54 AM, Marco Agostini wrote: > I noticed that some sentences are not present in translations.launchpad.net > > I believe that this depends on the fact that in some sources has not > been used the function: > > $ self -> loc ('text to translate', $ self) > > I would like to help manage the translation and also the missing parts. > > What is the correct way to do it? The location you noted in https://github.com/bestpractical/rt/pull/107 unfortunately cannot be translated, for reasons I note there. If you find other locations, don't hesitate to ask here, or on rt-devel. - Alex From allen.joslin at gmail.com Wed Jul 30 13:54:08 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Wed, 30 Jul 2014 13:54:08 -0400 Subject: [rt-users] Read-Only Custom Fields Message-ID: <6B76D553-4C74-4CE5-8C70-A9B6985384A7@gmail.com> I've seen this question asked before, but can't find an answer I'm using RT 4.2.5 I create a custom field, I assign it to a queue People can't see it - so far so good I grant 'SeeCustomField' on it for Everyone People can't see it - that's bad I grant 'ModifyCustomField' on it for Everyone People can see it - but they can also change it -- still bad #1 why doesn't 'SeeCustomField' work? #2 I have a lot of custom fields and only a few need to be ReadOnly -- what's the easiest way to do this? thanks Al; From allen.joslin at gmail.com Wed Jul 30 15:52:18 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Wed, 30 Jul 2014 15:52:18 -0400 Subject: [rt-users] Read-Only Custom Fields In-Reply-To: <6B76D553-4C74-4CE5-8C70-A9B6985384A7@gmail.com> References: <6B76D553-4C74-4CE5-8C70-A9B6985384A7@gmail.com> Message-ID: <68303A15-391C-4052-8A50-A3EACA404FBF@gmail.com> I think I figured it out... I was trying to get a non-modifiable view of a custom field in the _editing_ view (when you click Basics) and that is not going to happen. The field will show in the _display_ view and not the _editing_ view -- and that's the way it's supposed to work As to #2 I can't figure out any way around granting all the ModifyCustomField permissions on a per-field basis And if my users don't want to see some of the CF's at the Ticket level then I'll be granting those on a per-field basis as well. thanks al; On Jul 30, 2014, at 1:54 PM, Al Joslin wrote: > > I've seen this question asked before, but can't find an answer > > I'm using RT 4.2.5 > > I create a custom field, I assign it to a queue > > People can't see it - so far so good > > I grant 'SeeCustomField' on it for Everyone > > People can't see it - that's bad > > I grant 'ModifyCustomField' on it for Everyone > > People can see it - but they can also change it -- still bad > > > #1 why doesn't 'SeeCustomField' work? > > #2 I have a lot of custom fields and only a few need to be ReadOnly -- what's the easiest way to do this? > > > > thanks > Al; > > From comunelevico at gmail.com Wed Jul 30 16:23:00 2014 From: comunelevico at gmail.com (Marco Agostini) Date: Wed, 30 Jul 2014 22:23:00 +0200 Subject: [rt-users] how to contribute to the translation In-Reply-To: <53D92893.30005@bestpractical.com> References: <53D92893.30005@bestpractical.com> Message-ID: Il 30/lug/2014 19:17 "Alex Vandiver" ha scritto: > > The location you noted in https://github.com/bestpractical/rt/pull/107 > unfortunately cannot be translated, for reasons I note there. If you > find other locations, don't hesitate to ask here, or on rt-devel. > OK, thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From allen.joslin at gmail.com Wed Jul 30 16:29:25 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Wed, 30 Jul 2014 16:29:25 -0400 Subject: [rt-users] Scrip access to Per-Transaction custom field values -- need a workaround !! Message-ID: <9A70756B-D8C9-46C4-B092-B9E804B4130A@gmail.com> I have per-transaction custom fields that the users can update when they comment (or reply) I need to roll those up to the Ticket as they are added, so I wrote a scrip But I can't seem to get it to work... It's always one comment behind... Then I found this line in the RT wiki Quote: Note that Per-Transaction custom fields values are not available to ScripActions. (RT sets these after the Scrip has been executed.) from: http://requesttracker.wikia.com/wiki/ScripAction Damn, that means my displayed roll-up in the Ticket will forever be inaccurate... Are there any suggested work-arounds? thanks al; -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Wed Jul 30 20:27:50 2014 From: alex at peters.net (Alex Peters) Date: Thu, 31 Jul 2014 10:27:50 +1000 Subject: [rt-users] Add Time difference in search result In-Reply-To: <1406734180754-58100.post@n7.nabble.com> References: <1406734180754-58100.post@n7.nabble.com> Message-ID: RT automatically stores dates and times into tickets when they are created, opened and closed. I notice that you want a relative value (e.g. "40 minutes ago"), which means that that value is only meaningful for a very short time, so perhaps you're wanting to place it in an outgoing email or something. Can you tell us more about how you want to use this? I suspect so far that a custom field isn't necessary. On 31/07/2014 1:29 am, "AJ" wrote: > Hi, > > I have made a "datetime" CustomField. Whenever a ticket is changed from > open > to resolve the date and time will be inserted into the custom field. > > However I want it to display the time elapsed e.g. 40 minutes ago etc. > > This is the code I am using in location > /html/Callbacks/MyRT/Elements/RT__Ticket/ColumnMap > > <%init> > $COLUMN_MAP->{DifferenceReopenedTime} = { > title => 'Reopened', # loc > attribute => 'Reopened', > value => sub { > my $CFValue = $Ticket->FirstCustomFieldValue('13') > my $now = RT::Date->new($RT::SystemUser); > $now->SetToNow(); > > > return $CFValue->AgeAsString(); > } > }; > > <%args> > $COLUMN_MAP > > > Can anyone help > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Add-Time-difference-in-search-result-tp58100.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Wed Jul 30 20:31:05 2014 From: alex at peters.net (Alex Peters) Date: Thu, 31 Jul 2014 10:31:05 +1000 Subject: [rt-users] Difficulty implementing LDAP/AD Authorization In-Reply-To: References: Message-ID: RT won't look at any changes you place in example RT_SiteConfig.pm files included with extensions (if that's why you've included that file in your previous e-mail). You need to copy the relevant changes into your RT installation's RT_SiteConfig.pm file. On 31/07/2014 3:12 am, "Rezty Felty" wrote: > Jxplorer shows successful connection and authentication using the auth > info I have in rt. Here is my /opt/rt4/etc/RT_SiteConfig.pm: > > # Any configuration directives you include here will override > > # RT's default configuration file, RT_Config.pm > > # > > # To include a directive here, just copy the equivalent statement > > # from RT_Config.pm and change the value. We've included a single > > # sample value below. > > # > > # This file is actually a perl module, so you can include valid > > # perl code, as well. > > # > > # The converse is also true, if this file isn't valid perl, you're > > # going to run into trouble. To check your SiteConfig file, use > > # this command: > > # > > # perl -c /path/to/your/etc/RT_SiteConfig.pm > > # > > # You must restart your webserver after making changes to this file. > > > Set( $rtname, 'Adknowledge.com'); > > Set( $WebDomain, 'pkc-tracker02.ak-networks.com'); > > Set( $WebPort, 443); > > # You must install Plugins on your own, this is only an example > > # of the correct syntax to use when activating them. > > # Plugin( "RT::Extension::QuickDelete" ); > > # Plugin( "RT::Extension::CommandByMail" ); > > Set( @Plugins, qw(RT::Authen::ExternalAuth) ); > > and my /opt/rt4/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm, > which I would think more important in this case: > > =head1 NAME > > > External Authentication Configuration - Sample configs for > L > > > =head1 DESCRIPTION > > > L provides a lot of flexibility > > with many configuration options. This file describes these > > configuration options and is itself a sample configuration > > suitable for dropping into your C > > file and modifying. > > > =over 4 > > > =item C<$ExternalAuthPriority> > > > The order in which the services defined in ExternalSettings > > should be used to authenticate users. User is authenticated > > if successfully confirmed by any service - no more services > > are checked. > > > You should remove services you don't use. For example, > > if you're only using My_LDAP, remove My_MySQL and My_SSO_Cookie. > > > =cut > > > Set($ExternalAuthPriority, [ 'My_LDAP', > > 'My_MySQL', > > 'My_SSO_Cookie' > > ] > > ); > > > =item C<$ExternalInfoPriority> > > > When multiple auth services are available, this value defines > > the order in which the services defined in ExternalSettings > > should be used to get information about users. This includes > > RealName, Tel numbers etc, but also whether or not the user > > should be considered disabled. > > > Once a user record is found, no more services are checked. > > > You CANNOT use a SSO cookie to retrieve information. > > > You should remove services you don't use, but you must define > > at least one service. > > > =cut > > > Set($ExternalInfoPriority, [ 'My_LDAP', > > 'My_MySQL', > > ] > > ); > > > =item C<$ExternalServiceUsesSSLorTLS> > > > If this is set to true, then the relevant packages will > > be loaded to use SSL/TLS connections. At the moment, > > this just means L. > > > =cut > > > Set($ExternalServiceUsesSSLorTLS, 0); > > > =item C<$AutoCreateNonExternalUsers> > > > If this is set to 1, then users should be autocreated by RT > > as internal users if they fail to authenticate from an > > external service. This is useful if you have users outside > > your organization who might interface with RT, perhaps by sending > > email to a support email address. > > > =cut > > > Set($AutoCreateNonExternalUsers, 0); > > > =item C<$ExternalSettings> > > > These are the full settings for each external service as a HashOfHashes. > > Note that you may have as many external services as you wish. They will > > be checked in the order specified in $ExternalAuthPriority and > > $ExternalInfoPriority directives above. > > > The outer structure is a key with the authentication option (name of > external > > source). The value is a hash reference with configuration keys and values, > > for example: > > > Set($ExternalSettings, { > > MyLDAP => { > > type => 'ldap', > > ... other options ... > > }, > > MyMySQL => { > > type => 'db', > > ... other options ... > > }, > > ... other sources ... > > } ); > > > As shown above, each description should have 'type' defined. > > The following types are supported: > > > =over 4 > > > =item ldap > > > Authenticate against and sync information with LDAP servers. > > See L for details. > > > =item db > > > Authenticate against and sync information with external RDBMS, > > supported by Perl's L interface. See L > > for details. > > > =item cookie > > > Authenticate by cookie. See L > > for details. > > > =back > > > See the modules noted above for configuration options specific to each > type. > > The following apply to all types. > > > =over 4 > > > =item attr_match_list > > > The list of RT attributes that uniquely identify a user. These values > > are used, in order, to find users in the selected authentication > > source. Each value specified here must have a mapping in the > > L section below. You can remove values you don't > > expect to match, but it's recommended to use 'Name' and 'EmailAddress' > > at minimum. For example: > > > 'attr_match_list' => [ > > 'Name', > > 'EmailAddress', > > ], > > > You should not use items that can map to multiple users (such as a > > RealName or building name). > > > =item attr_map > > > Mapping of RT attributes on to attributes in the external source. > > Valid keys are attributes of an > > L. > > The values are attributes from your authentication source. > > For example, an LDAP mapping might look like: > > > 'attr_map' => { > > 'Name' => 'sAMAccountName', > > 'EmailAddress' => 'mail', > > 'Organization' => 'physicalDeliveryOfficeName', > > 'RealName' => 'cn', > > ... > > }, > > > =back > > > =cut > > > Set($ExternalSettings, { > > # AN EXAMPLE DB SERVICE > > 'My_MySQL' => { > > 'type' => 'db', > > 'server' => 'server.domain.tld', > > 'database' => 'DB_NAME', > > 'table' => 'USERS_TABLE', > > 'user' => 'DB_USER', > > 'pass' => 'DB_PASS', > > 'port' => 'DB_PORT', > > 'dbi_driver' => 'DBI_DRIVER', > > 'u_field' => 'username', > > 'p_field' => 'password', > > 'p_enc_pkg' => 'Crypt::MySQL', > > 'p_enc_sub' => 'password', > > 'd_field' => 'disabled', > > 'd_values' => ['0'], > > 'attr_match_list' => [ > > 'Gecos', > > 'Name', > > ], > > 'attr_map' => { > > 'Name' => 'username', > > 'EmailAddress' => 'email', > > 'ExternalAuthId' => 'username', > > 'Gecos' => 'userID', > > }, > > }, > > # AN EXAMPLE LDAP SERVICE > > 'My_LDAP' => { > > 'type' => 'ldap', > > 'server' => '10.201.0.200', > > 'user' => 'apacheldap at adknowledge.com', > > 'pass' => ?redacted', > > 'base' => 'dc=adknowledge,dc=com', > > 'filter' => '(FILTER_STRING)', > > 'd_filter' => '(FILTER_STRING)', > > 'group' => 'GROUP_NAME', > > 'group_attr' => 'GROUP_ATTR', > > 'tls' => 0, > > 'ssl_version' => 3, > > 'net_ldap_args' => [ version => 3 ], > > 'group_scope' => 'base', > > 'group_attr_value' => 'GROUP_ATTR_VALUE', > > 'attr_match_list' => [ > > 'Name', > > 'EmailAddress', > > 'RealName', > > ], > > 'attr_map' => { > > 'Name' => 'sAMAccountName', > > 'EmailAddress' => 'mail', > > 'Organization' => 'physicalDeliveryOfficeName', > > 'RealName' => 'cn', > > 'ExternalAuthId' => 'sAMAccountName', > > 'Gecos' => 'sAMAccountName', > > 'WorkPhone' => 'telephoneNumber', > > 'Address1' => 'streetAddress', > > 'City' => 'l', > > 'State' => 'st', > > 'Zip' => 'postalCode', > > 'Country' => 'co' > > }, > > }, > > # An example SSO cookie service > > 'My_SSO_Cookie' => { > > 'type' => 'cookie', > > 'name' => 'loginCookieValue', > > 'u_table' => 'users', > > 'u_field' => 'username', > > 'u_match_key' => 'userID', > > 'c_table' => 'login_cookie', > > 'c_field' => 'loginCookieValue', > > 'c_match_key' => 'loginCookieUserID', > > 'db_service_name' => 'My_MySQL' > > }, > > } ); > > > 1; > > Thanks, > Rezty Felty > Senior Linux Administrator > Adknowledge > 816-559-1196 > > From: Marco Agostini > Date: Wednesday, July 30, 2014 at 11:38 AM > To: Rezty Felty > Subject: Re: [rt-users] Difficulty implementing LDAP/AD Authorization > > > Il 30/lug/2014 17:34 "Rezty Felty" ha scritto: > > > > I have a new install of RT 4.2.4 running on Centos 6.4 64 bit with > Apache 2.2.15. I have installed RT::Authen::ExternalAuth and Net::LDAP, > and have configured > my /opt/rt4/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm with > the right server address and LDAP user and password, and added Set( > @Plugins, qw(RT::Authen::ExternalAuth) ); to the > file /opt/rt4/etc/RT_SiteConfig.pm. I have restarted https, restarted the > entire server, but i continue to see the same results, e.g. I can log in to > RT with the default installed root account, but when I try any AD user, it > fails, and the error I receive in both /var/log/messages and > /var/log/httpd/error_log is the same: ?FAILED LOGIN for from > (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:811) > > > > Any suggestions on where to begin troubleshooting this would be > appreciated. > > > > Use these tool http://jxplorer.org/ to test the parameter that you are > using in RT. > > Post the content of /opt/rt4/etc/RT_SiteConfig.pm > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Wed Jul 30 20:40:28 2014 From: alex at peters.net (Alex Peters) Date: Thu, 31 Jul 2014 10:40:28 +1000 Subject: [rt-users] Scrip access to Per-Transaction custom field values -- need a workaround !! In-Reply-To: <9A70756B-D8C9-46C4-B092-B9E804B4130A@gmail.com> References: <9A70756B-D8C9-46C4-B092-B9E804B4130A@gmail.com> Message-ID: I wonder whether that note on the wiki page still applies to scrips that run in batch mode, where the scrip runs after all transactions complete. Consider trying a batch scrip (which has multiple transactions available to it). A batch scrip can look at all the transactions and hopefully find the custom fields at that point. If it does work for you, the community would probably appreciate you updating that wiki text as well. On 31/07/2014 6:29 am, "Al Joslin" wrote: > I have per-transaction custom fields that the users can update when they > comment (or reply) > > I need to roll those up to the Ticket as they are added, so I wrote a scrip > > But I can't seem to get it to work... It's always one comment behind... > > Then I found this line in the RT wiki > > Quote: Note that Per-Transaction custom fields values are not > available to ScripActions. (RT sets these after the Scrip has been > executed.) > from: http://requesttracker.wikia.com/wiki/ScripAction > > Damn, that means my displayed roll-up in the Ticket will forever be > inaccurate... > > Are there any suggested work-arounds? > > thanks > al; > > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron.mccarthy at southwestern.ie Thu Jul 31 02:53:53 2014 From: aaron.mccarthy at southwestern.ie (AJ) Date: Wed, 30 Jul 2014 23:53:53 -0700 (PDT) Subject: [rt-users] Add Time difference in search result In-Reply-To: References: <1406734180754-58100.post@n7.nabble.com> Message-ID: <1406789633189-58112.post@n7.nabble.com> I'm just using the custom field at the moment to store the date and time of which a ticket was re opened. I was using this custom field value in the file I mentioned in the first message along with code I'm using also. I'm starting to suspect I do not need a custom field. See image of what I have so far. Is there another way about using this? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Add-Time-difference-in-search-result-tp58100p58112.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alex at peters.net Thu Jul 31 03:30:22 2014 From: alex at peters.net (Alex Peters) Date: Thu, 31 Jul 2014 17:30:22 +1000 Subject: [rt-users] Add Time difference in search result In-Reply-To: <1406789633189-58112.post@n7.nabble.com> References: <1406734180754-58100.post@n7.nabble.com> <1406789633189-58112.post@n7.nabble.com> Message-ID: Okay, I understand now: you want to track when a ticket moves from resolved to open (which isn't recorded automatically), not open to resolved (which is). - You need to obtain access to the ticket here via shift, not $Ticket. - One line is missing a terminating semicolon. - You can use names when loading custom field values (I'm guessing 13 is the ID), but ID works too. - The date object needs to be loaded with the time of the field, not the current time. - The AgeAsString method is provided by the RT::Date object, not the ticket. This code is untested but should be closer to what you want, although it may need to be tweaked depending on the format in which you write the custom field value beforehand: ... value => sub { my $ticket = shift; my $reopened = $ticket->FirstCustomFieldValue(13); my $date = RT::Date->new($RT::SystemUser); $date->Set( Format => 'ISO', Value => $reopened ); return $date->AgeAsString; } ... On 31 July 2014 16:53, AJ wrote: > I'm just using the custom field at the moment to store the date and time of > which a ticket was re opened. I was using this custom field value in the > file I mentioned in the first message along with code I'm using also. I'm > starting to suspect I do not need a custom field. See image of what I have > so far. Is there another way about using this? > > > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Add-Time-difference-in-search-result-tp58100p58112.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From msienema at unet.nl Thu Jul 31 03:34:11 2014 From: msienema at unet.nl (Maurice Sienema) Date: Thu, 31 Jul 2014 09:34:11 +0200 Subject: [rt-users] segmentation fault with ExternalAuth Message-ID: Hi, I've installed a brand new debian wheezy box, added RT 4.2.6, but after enabling the ExternalAuth extension Apache is segfaulting and won't start until the extenstion is disabled again. the config used for externalAuth is working on our older ( 4.0.5 ) RT install. Anyone got a clue what is causing the segfaults ? Gr, Maurice -------------- next part -------------- An HTML attachment was scrubbed... URL: From tamas.szep at govcert.hu Thu Jul 31 04:34:42 2014 From: tamas.szep at govcert.hu (=?ISO-8859-1?Q?=22Tam=E1s=2C_Sz=E9p=22?=) Date: Thu, 31 Jul 2014 10:34:42 +0200 Subject: [rt-users] IR upgrade fails In-Reply-To: <53D908D9.7070103@bestpractical.com> References: <53D64BB2.3060402@govcert.hu> <53D7F759.7030609@bestpractical.com> <53D88CDF.5090909@govcert.hu> <53D908D9.7070103@bestpractical.com> Message-ID: <53D9FFA2.4010108@govcert.hu> Thank you Alex, that was the missing part (and Hook::LexWrap). Now I have IR 3.0.0rc2. It is time to test the whole system. Tamas on 2014.07.30. 17:01, Alex Vandiver wrote: > On 07/30/2014 02:12 AM, "Tam?s, Sz?p" wrote: >> So what should I do? I am not a great RT/RTIR scientist but I do my best. > > You should follow the install instructions, namely step 3 of > http://bestpractical.com/docs/rtir/latest/README.html This will likely > require running "cpan Parse::BooleanLogic", but the correct method of > installing a local perl module may vary. > - Alex > From alex at peters.net Thu Jul 31 06:27:35 2014 From: alex at peters.net (Alex Peters) Date: Thu, 31 Jul 2014 20:27:35 +1000 Subject: [rt-users] absence planning In-Reply-To: <97344147CBA1644584462D6D81C43CE41380B6DC@svex.scheppach.local> References: <97344147CBA1644584462D6D81C43CE4138041D5@svex.scheppach.local> <97344147CBA1644584462D6D81C43CE413804698@svex.scheppach.local> <97344147CBA1644584462D6D81C43CE4138047EB@svex.scheppach.local> <97344147CBA1644584462D6D81C43CE41380B6DC@svex.scheppach.local> Message-ID: The uninitialized value warnings can be solved by changing the test line: my $CFval = $self->TicketObj->FirstCustomFieldValue(27); return 1 if defined $CFval and $CFval eq 'yes'; since when the custom field is not set, $CFval will be undefined. It seems that either your custom field isn't named precisely "absent", or perhaps you are running an older version of RT which doesn't support loading custom fields by name. If using the ID (27) works for you, it is probably best to just use that for now. On 31 July 2014 19:50, Eierschmalz, Bernhard < Bernhard.Eierschmalz at scheppach.com> wrote: > Hello Alex, > > > > your idea with 2 scrips running independent of each other sounds good ? I > will try this. > > > > But first, I still have the problem by loading the CF. > > I tried around a little bit ? but no solution. I changed my Condition to > the following: > > > > *my $CFval = $self->TicketObj->FirstCustomFieldValue(27);* > > *return 1 if $CFval eq 'yes';* > > > > I receive the following failure: > > *[12166] [Thu Jul 31 09:37:56 2014] [warning]: Use of uninitialized value > $CFval in string eq at (eval 807) line 2. ((eval 807):2)* > > *[12166] [Thu Jul 31 09:37:58 2014] [warning]: Use of uninitialized value > $CFval in string eq at (eval 816) line 2. ((eval 816):2)* > > > > 27 is the ID of my Custom field. When I change to > *FirstCustomFieldValue(?absent?)* I receive the following failure message: > > > > *[12166] [Thu Jul 31 09:49:00 2014] [warning]: Couldn't load custom field > by 'absent' identifier (/opt/rt4/sbin/../lib/RT/Record.pm:2231)* > > *[12166] [Thu Jul 31 09:49:00 2014] [warning]: Use of uninitialized value > $CFval in string eq at (eval 829) line 2. ((eval 829):2)* > > *[12166] [Thu Jul 31 09:49:06 2014] [warning]: Couldn't load custom field > by 'absent' identifier (/opt/rt4/sbin/../lib/RT/Record.pm:2231)* > > *[12166] [Thu Jul 31 09:49:06 2014] [warning]: Use of uninitialized value > $CFval in string eq at (eval 838) line 2. ((eval 838):2)* > > > > What should I do now? > > > > > > best Regards, > > Bernhard > > > > *Von:* Alex Peters [mailto:alex at peters.net] > *Gesendet:* Freitag, 25. Juli 2014 01:53 > > *An:* Eierschmalz, Bernhard > *Cc:* rt-users at lists.bestpractical.com > *Betreff:* Re: AW: [rt-users] absence planning > > > > I feel that you are overcomplicating your scrip by testing for a status > change (which is actually a side effect of another scrip), because your > primary goal is to perform this action when correspondence occurs. > > If I were in your position, I would have two scrips in place: > > 1. On (correspond AND owner is absent AND ticket is stalled/resolved), > set owner to Nobody. Runs first. > > 2. On correspond, open inactive tickets. Runs second. > > Actually, in your position I would probably assign an additional > "Exclusive" custom field to tickets that when set to true, indicates that > the ticket can only be worked on by the current owner. Then I would change > Scrip 1's condition to "on (correspond AND owner absent AND ticket not > exclusive)." That way, the status isn't used to convey that meaning. > > Custom fields can be loaded by name, so that shouldn't be failing for > you. Is "absent" the exact name of the field? What is the exact code that > you are using? > > On 25/07/2014 12:44 am, "Eierschmalz, Bernhard" < > Bernhard.Eierschmalz at scheppach.com> wrote: > > Hello Alex, > > > > I user RT 4.2.6 > > In my error logs I find the following: > > *[3066] [Thu Jul 24 14:16:20 2014] [warning]: Couldn't load custom field > by 'absent' identifier (/opt/rt4/sbin/../lib/RT/Record.pm:2231)* > > *[3066] [Thu Jul 24 14:16:20 2014] [warning]: Use of uninitialized value > in string eq at (eval 896) line 1. ((eval 896):1)* > > *[3066] [Thu Jul 24 14:16:23 2014] [warning]: Couldn't load custom field > by 'absent' identifier (/opt/rt4/sbin/../lib/RT/Record.pm:2231)* > > *[3066] [Thu Jul 24 14:16:23 2014] [warning]: Use of uninitialized value > in string eq at (eval 905) line 1. ((eval 905):1)* > > > > What does this mean? Should I identify the CF by ID? > > > > If I understand you correctly, the "on correspond, open inactive tickets" > scrip is interfering with your ability to test whether an absent owner's > ticket was previously marked as stalled or resolved rather than open. If > you move your scrip to execute before the scrip that opens inactive tickets > on correspond, the interference should no longer occur. > > > > Not exactly. Let me explain once again. > > When a user is absent, he maybe has open tickets, and for sure has many > resolved and stalled tickets. > > > > The open tickets are tickets, only this user can resolve, and this user > decides to resolve this ticket after his absence. (e.g. because this is a > large project) > > When there is any transaction (e.g. an answer from client or somebody) the > owner of this ticket should not be changed (because the owner will resolve > it after his absence) > > on open tickets the ?on correspond, open inactive tickets? isn?t > triggered, so the status doesn?t change, and my scrip doesn?t run > > > > Now over to the resolved and stalled tickets: when there is any > transaction on these tickets, user should be set to ?nobody? to inform the > other colleagues about this tickets. > > On the transaction, firstly the ?on correspond, open inactive tickets? is > triggered and changes the state from stalled or resolved to ?open? > > Now my scrip triggers this status change and changes the user to ?nobody?. > > > > I hope you can see my idea more clear now. > > > > best regards > > Bernhard > > > > > > *Von:* Alex Peters [mailto:alex at peters.net] > *Gesendet:* Donnerstag, 24. Juli 2014 16:11 > *An:* Eierschmalz, Bernhard > *Cc:* rt-users at lists.bestpractical.com > *Betreff:* Re: [rt-users] absence planning > > > > There might be API inconsistency across RT versions. What version of RT > are you using? Also, are you receiving any errors in RT's logs when that > code runs? > > > > If I understand you correctly, the "on correspond, open inactive tickets" > scrip is interfering with your ability to test whether an absent owner's > ticket was previously marked as stalled or resolved rather than open. If > you move your scrip to execute before the scrip that opens inactive tickets > on correspond, the interference should no longer occur. > > > > On 24 July 2014 23:56, Eierschmalz, Bernhard < > Bernhard.Eierschmalz at scheppach.com> wrote: > > So now I try: > > *return 1 if $self->TicketObj->FirstCustomFieldValue('absent') eq "yes";* > > > > But it still doesn?t work. What is wrong? > > > > I don't understand why you are testing for a ticket status change. > Wouldn't you want the scrip to run only when correspondence occurs? > > A user usually changes all his tickets to ?stalled? or ?resolved? when > he?s absent. When the user leaves tickets on ?open? during his absence that > means, nobody else can finish this ticket, only he can do it (e.g. on > larger projects) > > So when one of the stalled or resolved tickets receive an answer, the > status is changed and with my scrip the user will be nobody. > > > > > > Best regards, > > > > Bernhard > > > > *Von:* Alex Peters [mailto:alex at peters.net] > *Gesendet:* Donnerstag, 24. Juli 2014 15:33 > *An:* Eierschmalz, Bernhard > *Cc:* rt-users at lists.bestpractical.com > *Betreff:* Re: [rt-users] absence planning > > > > You can probably use: > > > > $self->TicketObj->OwnerObj->FirstCustomFieldValue('absent') > > > > to access the value of the owner's "absent" custom field. > > > > I don't understand why you are testing for a ticket status change. > Wouldn't you want the scrip to run only when correspondence occurs? > > > > On 24 July 2014 23:14, Eierschmalz, Bernhard < > Bernhard.Eierschmalz at scheppach.com> wrote: > > Hello, > > > > I want to build some absence planning into our RT to avoid that absent > users receive messages and nobody sees this message. What I?m planning is > the following: > > > > 1. Creating a user?s custom field ?absent? which is yes or no > > 2. When a user is absence, this user changes this field to yes, when > he?s back he changes back to no > > 3. When the status of one ticket with absent owner (where custom > field value is ?yes?) changes, the owner show be set to nobody (so the > other colleagues can find the ticket > > > > > > so I planned to set up this with a Scrip. > > Scrip Action is easy. It?s > > *$self->TicketObj->SetOwner ( $RT::Nobody->id );* > > *Return 1;* > > > > > > > > What I?m having problems with is Scrip Condition. > > > > For the first step, I tried to run the scrip on any update, so I only have > to check whether the absent-CF is yes or no > > I tried the following line: > > *return 1 if > $self->TicketObj->Owner->Customfields->CustomFieldValue(?absent?) eq ?yes?;* > > > > but this isn?t working. What is wrong? > > > > > > A second step will be to check, what exactly was changed (and only run if > status was changed). > > I think I can do this with > > *return 0 unless $self->TransactionObj->Type eq ?Status? * > > > > in front of the other code; am I right? > > > > > > > > Best regards, > > > > Bernhard, > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Thu Jul 31 07:25:37 2014 From: alex at peters.net (Alex Peters) Date: Thu, 31 Jul 2014 21:25:37 +1000 Subject: [rt-users] absence planning In-Reply-To: <97344147CBA1644584462D6D81C43CE41380B907@svex.scheppach.local> References: <97344147CBA1644584462D6D81C43CE4138041D5@svex.scheppach.local> <97344147CBA1644584462D6D81C43CE413804698@svex.scheppach.local> <97344147CBA1644584462D6D81C43CE4138047EB@svex.scheppach.local> <97344147CBA1644584462D6D81C43CE41380B6DC@svex.scheppach.local> <97344147CBA1644584462D6D81C43CE41380B907@svex.scheppach.local> Message-ID: I believe that the "Absent" custom field belongs to users rather than tickets. If that is correct, your code should read as follows: my $CFval = $self->TicketObj->OwnerObj->FirstCustomFieldValue(27); return 1 if defined $CFval and $CFval eq 'Yes'; Note that values are case-sensitive, so a capital Y is required. Does this help? (P.S. Please reply-all to ensure that the list remains informed of this discussion.) On 31 July 2014 21:04, Eierschmalz, Bernhard < Bernhard.Eierschmalz at scheppach.com> wrote: > Hallo Alex, > > > > If I understand correctly you mean when the Custom Field is not set, my > $CFval will be undefined? > > But the custom field for my testuser (who is owner of my test ticket) is > set to ?no? > > > > Could it be that the type of the custom field matters? I have selected > ?choose one value?. My values are: > > > > Sort > > Name > > Description > > Category > > 0 > > Yes > > Absent yes > > > > 1 > > No > > Absent no > > > > > > > > > > It seems that either your custom field isn't named precisely "absent", or > perhaps you are running an older version of RT which doesn't support > loading custom fields by name. If using the ID (27) works for you, it is > probably best to just use that for now. > > > > It is named absent, and I user RT 4.2.6 ? but I think anyway it?s better > to use the ID. > > > > > > Best regards > > Bernhard > > > > *Von:* Alex Peters [mailto:alex at peters.net] > *Gesendet:* Donnerstag, 31. Juli 2014 12:28 > *An:* Eierschmalz, Bernhard; rt-users at lists.bestpractical.com > > *Betreff:* Re: AW: [rt-users] absence planning > > > > The uninitialized value warnings can be solved by changing the test line: > > > > my $CFval = $self->TicketObj->FirstCustomFieldValue(27); > > return 1 if defined $CFval and $CFval eq 'yes'; > > > > since when the custom field is not set, $CFval will be undefined. > > > > It seems that either your custom field isn't named precisely "absent", or > perhaps you are running an older version of RT which doesn't support > loading custom fields by name. If using the ID (27) works for you, it is > probably best to just use that for now. > > > > On 31 July 2014 19:50, Eierschmalz, Bernhard < > Bernhard.Eierschmalz at scheppach.com> wrote: > > Hello Alex, > > > > your idea with 2 scrips running independent of each other sounds good ? I > will try this. > > > > But first, I still have the problem by loading the CF. > > I tried around a little bit ? but no solution. I changed my Condition to > the following: > > > > *my $CFval = $self->TicketObj->FirstCustomFieldValue(27);* > > *return 1 if $CFval eq 'yes';* > > > > I receive the following failure: > > *[12166] [Thu Jul 31 09:37:56 2014] [warning]: Use of uninitialized value > $CFval in string eq at (eval 807) line 2. ((eval 807):2)* > > *[12166] [Thu Jul 31 09:37:58 2014] [warning]: Use of uninitialized value > $CFval in string eq at (eval 816) line 2. ((eval 816):2)* > > > > 27 is the ID of my Custom field. When I change to > *FirstCustomFieldValue(?absent?)* I receive the following failure message: > > > > *[12166] [Thu Jul 31 09:49:00 2014] [warning]: Couldn't load custom field > by 'absent' identifier (/opt/rt4/sbin/../lib/RT/Record.pm:2231)* > > *[12166] [Thu Jul 31 09:49:00 2014] [warning]: Use of uninitialized value > $CFval in string eq at (eval 829) line 2. ((eval 829):2)* > > *[12166] [Thu Jul 31 09:49:06 2014] [warning]: Couldn't load custom field > by 'absent' identifier (/opt/rt4/sbin/../lib/RT/Record.pm:2231)* > > *[12166] [Thu Jul 31 09:49:06 2014] [warning]: Use of uninitialized value > $CFval in string eq at (eval 838) line 2. ((eval 838):2)* > > > > What should I do now? > > > > > > best Regards, > > Bernhard > > > > *Von:* Alex Peters [mailto:alex at peters.net] > *Gesendet:* Freitag, 25. Juli 2014 01:53 > > > *An:* Eierschmalz, Bernhard > *Cc:* rt-users at lists.bestpractical.com > > *Betreff:* Re: AW: [rt-users] absence planning > > > > I feel that you are overcomplicating your scrip by testing for a status > change (which is actually a side effect of another scrip), because your > primary goal is to perform this action when correspondence occurs. > > If I were in your position, I would have two scrips in place: > > 1. On (correspond AND owner is absent AND ticket is stalled/resolved), > set owner to Nobody. Runs first. > > 2. On correspond, open inactive tickets. Runs second. > > Actually, in your position I would probably assign an additional > "Exclusive" custom field to tickets that when set to true, indicates that > the ticket can only be worked on by the current owner. Then I would change > Scrip 1's condition to "on (correspond AND owner absent AND ticket not > exclusive)." That way, the status isn't used to convey that meaning. > > Custom fields can be loaded by name, so that shouldn't be failing for > you. Is "absent" the exact name of the field? What is the exact code that > you are using? > > On 25/07/2014 12:44 am, "Eierschmalz, Bernhard" < > Bernhard.Eierschmalz at scheppach.com> wrote: > > Hello Alex, > > > > I user RT 4.2.6 > > In my error logs I find the following: > > *[3066] [Thu Jul 24 14:16:20 2014] [warning]: Couldn't load custom field > by 'absent' identifier (/opt/rt4/sbin/../lib/RT/Record.pm:2231)* > > *[3066] [Thu Jul 24 14:16:20 2014] [warning]: Use of uninitialized value > in string eq at (eval 896) line 1. ((eval 896):1)* > > *[3066] [Thu Jul 24 14:16:23 2014] [warning]: Couldn't load custom field > by 'absent' identifier (/opt/rt4/sbin/../lib/RT/Record.pm:2231)* > > *[3066] [Thu Jul 24 14:16:23 2014] [warning]: Use of uninitialized value > in string eq at (eval 905) line 1. ((eval 905):1)* > > > > What does this mean? Should I identify the CF by ID? > > > > If I understand you correctly, the "on correspond, open inactive tickets" > scrip is interfering with your ability to test whether an absent owner's > ticket was previously marked as stalled or resolved rather than open. If > you move your scrip to execute before the scrip that opens inactive tickets > on correspond, the interference should no longer occur. > > > > Not exactly. Let me explain once again. > > When a user is absent, he maybe has open tickets, and for sure has many > resolved and stalled tickets. > > > > The open tickets are tickets, only this user can resolve, and this user > decides to resolve this ticket after his absence. (e.g. because this is a > large project) > > When there is any transaction (e.g. an answer from client or somebody) the > owner of this ticket should not be changed (because the owner will resolve > it after his absence) > > on open tickets the ?on correspond, open inactive tickets? isn?t > triggered, so the status doesn?t change, and my scrip doesn?t run > > > > Now over to the resolved and stalled tickets: when there is any > transaction on these tickets, user should be set to ?nobody? to inform the > other colleagues about this tickets. > > On the transaction, firstly the ?on correspond, open inactive tickets? is > triggered and changes the state from stalled or resolved to ?open? > > Now my scrip triggers this status change and changes the user to ?nobody?. > > > > I hope you can see my idea more clear now. > > > > best regards > > Bernhard > > > > > > *Von:* Alex Peters [mailto:alex at peters.net] > *Gesendet:* Donnerstag, 24. Juli 2014 16:11 > *An:* Eierschmalz, Bernhard > *Cc:* rt-users at lists.bestpractical.com > *Betreff:* Re: [rt-users] absence planning > > > > There might be API inconsistency across RT versions. What version of RT > are you using? Also, are you receiving any errors in RT's logs when that > code runs? > > > > If I understand you correctly, the "on correspond, open inactive tickets" > scrip is interfering with your ability to test whether an absent owner's > ticket was previously marked as stalled or resolved rather than open. If > you move your scrip to execute before the scrip that opens inactive tickets > on correspond, the interference should no longer occur. > > > > On 24 July 2014 23:56, Eierschmalz, Bernhard < > Bernhard.Eierschmalz at scheppach.com> wrote: > > So now I try: > > *return 1 if $self->TicketObj->FirstCustomFieldValue('absent') eq "yes";* > > > > But it still doesn?t work. What is wrong? > > > > I don't understand why you are testing for a ticket status change. > Wouldn't you want the scrip to run only when correspondence occurs? > > A user usually changes all his tickets to ?stalled? or ?resolved? when > he?s absent. When the user leaves tickets on ?open? during his absence that > means, nobody else can finish this ticket, only he can do it (e.g. on > larger projects) > > So when one of the stalled or resolved tickets receive an answer, the > status is changed and with my scrip the user will be nobody. > > > > > > Best regards, > > > > Bernhard > > > > *Von:* Alex Peters [mailto:alex at peters.net] > *Gesendet:* Donnerstag, 24. Juli 2014 15:33 > *An:* Eierschmalz, Bernhard > *Cc:* rt-users at lists.bestpractical.com > *Betreff:* Re: [rt-users] absence planning > > > > You can probably use: > > > > $self->TicketObj->OwnerObj->FirstCustomFieldValue('absent') > > > > to access the value of the owner's "absent" custom field. > > > > I don't understand why you are testing for a ticket status change. > Wouldn't you want the scrip to run only when correspondence occurs? > > > > On 24 July 2014 23:14, Eierschmalz, Bernhard < > Bernhard.Eierschmalz at scheppach.com> wrote: > > Hello, > > > > I want to build some absence planning into our RT to avoid that absent > users receive messages and nobody sees this message. What I?m planning is > the following: > > > > 1. Creating a user?s custom field ?absent? which is yes or no > > 2. When a user is absence, this user changes this field to yes, when > he?s back he changes back to no > > 3. When the status of one ticket with absent owner (where custom > field value is ?yes?) changes, the owner show be set to nobody (so the > other colleagues can find the ticket > > > > > > so I planned to set up this with a Scrip. > > Scrip Action is easy. It?s > > *$self->TicketObj->SetOwner ( $RT::Nobody->id );* > > *Return 1;* > > > > > > > > What I?m having problems with is Scrip Condition. > > > > For the first step, I tried to run the scrip on any update, so I only have > to check whether the absent-CF is yes or no > > I tried the following line: > > *return 1 if > $self->TicketObj->Owner->Customfields->CustomFieldValue(?absent?) eq ?yes?;* > > > > but this isn?t working. What is wrong? > > > > > > A second step will be to check, what exactly was changed (and only run if > status was changed). > > I think I can do this with > > *return 0 unless $self->TransactionObj->Type eq ?Status? * > > > > in front of the other code; am I right? > > > > > > > > Best regards, > > > > Bernhard, > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > > > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Bernhard.Eierschmalz at scheppach.com Thu Jul 31 07:56:08 2014 From: Bernhard.Eierschmalz at scheppach.com (Eierschmalz, Bernhard) Date: Thu, 31 Jul 2014 11:56:08 +0000 Subject: [rt-users] absence planning In-Reply-To: References: <97344147CBA1644584462D6D81C43CE4138041D5@svex.scheppach.local> <97344147CBA1644584462D6D81C43CE413804698@svex.scheppach.local> <97344147CBA1644584462D6D81C43CE4138047EB@svex.scheppach.local> <97344147CBA1644584462D6D81C43CE41380B6DC@svex.scheppach.local> <97344147CBA1644584462D6D81C43CE41380B907@svex.scheppach.local> Message-ID: <97344147CBA1644584462D6D81C43CE41380BA1B@svex.scheppach.local> Hi Alex, Yes, it works now! Great! Now the second step ? to check the state. I think it should be OK when I change my condition to: return 0 if $self->Status eq 'open'; my $CFval = $self->TicketObj->OwnerObj->FirstCustomFieldValue(27); return 1 if defined $CFval and $CFval eq 'yes'; right? How do I manage to run this scrip before ?on correspond open tickets? scrip? Best Regards Bernhard Von: Alex Peters [mailto:alex at peters.net] Gesendet: Donnerstag, 31. Juli 2014 13:26 An: Eierschmalz, Bernhard; rt-users at lists.bestpractical.com Betreff: Re: AW: [rt-users] absence planning I believe that the "Absent" custom field belongs to users rather than tickets. If that is correct, your code should read as follows: my $CFval = $self->TicketObj->OwnerObj->FirstCustomFieldValue(27); return 1 if defined $CFval and $CFval eq 'Yes'; Note that values are case-sensitive, so a capital Y is required. Does this help? (P.S. Please reply-all to ensure that the list remains informed of this discussion.) On 31 July 2014 21:04, Eierschmalz, Bernhard > wrote: Hallo Alex, If I understand correctly you mean when the Custom Field is not set, my $CFval will be undefined? But the custom field for my testuser (who is owner of my test ticket) is set to ?no? Could it be that the type of the custom field matters? I have selected ?choose one value?. My values are: Sort Name Description Category 0 Yes Absent yes 1 No Absent no It seems that either your custom field isn't named precisely "absent", or perhaps you are running an older version of RT which doesn't support loading custom fields by name. If using the ID (27) works for you, it is probably best to just use that for now. It is named absent, and I user RT 4.2.6 ? but I think anyway it?s better to use the ID. Best regards Bernhard Von: Alex Peters [mailto:alex at peters.net] Gesendet: Donnerstag, 31. Juli 2014 12:28 An: Eierschmalz, Bernhard; rt-users at lists.bestpractical.com Betreff: Re: AW: [rt-users] absence planning The uninitialized value warnings can be solved by changing the test line: my $CFval = $self->TicketObj->FirstCustomFieldValue(27); return 1 if defined $CFval and $CFval eq 'yes'; since when the custom field is not set, $CFval will be undefined. It seems that either your custom field isn't named precisely "absent", or perhaps you are running an older version of RT which doesn't support loading custom fields by name. If using the ID (27) works for you, it is probably best to just use that for now. On 31 July 2014 19:50, Eierschmalz, Bernhard > wrote: Hello Alex, your idea with 2 scrips running independent of each other sounds good ? I will try this. But first, I still have the problem by loading the CF. I tried around a little bit ? but no solution. I changed my Condition to the following: my $CFval = $self->TicketObj->FirstCustomFieldValue(27); return 1 if $CFval eq 'yes'; I receive the following failure: [12166] [Thu Jul 31 09:37:56 2014] [warning]: Use of uninitialized value $CFval in string eq at (eval 807) line 2. ((eval 807):2) [12166] [Thu Jul 31 09:37:58 2014] [warning]: Use of uninitialized value $CFval in string eq at (eval 816) line 2. ((eval 816):2) 27 is the ID of my Custom field. When I change to FirstCustomFieldValue(?absent?) I receive the following failure message: [12166] [Thu Jul 31 09:49:00 2014] [warning]: Couldn't load custom field by 'absent' identifier (/opt/rt4/sbin/../lib/RT/Record.pm:2231) [12166] [Thu Jul 31 09:49:00 2014] [warning]: Use of uninitialized value $CFval in string eq at (eval 829) line 2. ((eval 829):2) [12166] [Thu Jul 31 09:49:06 2014] [warning]: Couldn't load custom field by 'absent' identifier (/opt/rt4/sbin/../lib/RT/Record.pm:2231) [12166] [Thu Jul 31 09:49:06 2014] [warning]: Use of uninitialized value $CFval in string eq at (eval 838) line 2. ((eval 838):2) What should I do now? best Regards, Bernhard Von: Alex Peters [mailto:alex at peters.net] Gesendet: Freitag, 25. Juli 2014 01:53 An: Eierschmalz, Bernhard Cc: rt-users at lists.bestpractical.com Betreff: Re: AW: [rt-users] absence planning I feel that you are overcomplicating your scrip by testing for a status change (which is actually a side effect of another scrip), because your primary goal is to perform this action when correspondence occurs. If I were in your position, I would have two scrips in place: 1. On (correspond AND owner is absent AND ticket is stalled/resolved), set owner to Nobody. Runs first. 2. On correspond, open inactive tickets. Runs second. Actually, in your position I would probably assign an additional "Exclusive" custom field to tickets that when set to true, indicates that the ticket can only be worked on by the current owner. Then I would change Scrip 1's condition to "on (correspond AND owner absent AND ticket not exclusive)." That way, the status isn't used to convey that meaning. Custom fields can be loaded by name, so that shouldn't be failing for you. Is "absent" the exact name of the field? What is the exact code that you are using? On 25/07/2014 12:44 am, "Eierschmalz, Bernhard" > wrote: Hello Alex, I user RT 4.2.6 In my error logs I find the following: [3066] [Thu Jul 24 14:16:20 2014] [warning]: Couldn't load custom field by 'absent' identifier (/opt/rt4/sbin/../lib/RT/Record.pm:2231) [3066] [Thu Jul 24 14:16:20 2014] [warning]: Use of uninitialized value in string eq at (eval 896) line 1. ((eval 896):1) [3066] [Thu Jul 24 14:16:23 2014] [warning]: Couldn't load custom field by 'absent' identifier (/opt/rt4/sbin/../lib/RT/Record.pm:2231) [3066] [Thu Jul 24 14:16:23 2014] [warning]: Use of uninitialized value in string eq at (eval 905) line 1. ((eval 905):1) What does this mean? Should I identify the CF by ID? If I understand you correctly, the "on correspond, open inactive tickets" scrip is interfering with your ability to test whether an absent owner's ticket was previously marked as stalled or resolved rather than open. If you move your scrip to execute before the scrip that opens inactive tickets on correspond, the interference should no longer occur. Not exactly. Let me explain once again. When a user is absent, he maybe has open tickets, and for sure has many resolved and stalled tickets. The open tickets are tickets, only this user can resolve, and this user decides to resolve this ticket after his absence. (e.g. because this is a large project) When there is any transaction (e.g. an answer from client or somebody) the owner of this ticket should not be changed (because the owner will resolve it after his absence) on open tickets the ?on correspond, open inactive tickets? isn?t triggered, so the status doesn?t change, and my scrip doesn?t run Now over to the resolved and stalled tickets: when there is any transaction on these tickets, user should be set to ?nobody? to inform the other colleagues about this tickets. On the transaction, firstly the ?on correspond, open inactive tickets? is triggered and changes the state from stalled or resolved to ?open? Now my scrip triggers this status change and changes the user to ?nobody?. I hope you can see my idea more clear now. best regards Bernhard Von: Alex Peters [mailto:alex at peters.net] Gesendet: Donnerstag, 24. Juli 2014 16:11 An: Eierschmalz, Bernhard Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] absence planning There might be API inconsistency across RT versions. What version of RT are you using? Also, are you receiving any errors in RT's logs when that code runs? If I understand you correctly, the "on correspond, open inactive tickets" scrip is interfering with your ability to test whether an absent owner's ticket was previously marked as stalled or resolved rather than open. If you move your scrip to execute before the scrip that opens inactive tickets on correspond, the interference should no longer occur. On 24 July 2014 23:56, Eierschmalz, Bernhard > wrote: So now I try: return 1 if $self->TicketObj->FirstCustomFieldValue('absent') eq "yes"; But it still doesn?t work. What is wrong? I don't understand why you are testing for a ticket status change. Wouldn't you want the scrip to run only when correspondence occurs? A user usually changes all his tickets to ?stalled? or ?resolved? when he?s absent. When the user leaves tickets on ?open? during his absence that means, nobody else can finish this ticket, only he can do it (e.g. on larger projects) So when one of the stalled or resolved tickets receive an answer, the status is changed and with my scrip the user will be nobody. Best regards, Bernhard Von: Alex Peters [mailto:alex at peters.net] Gesendet: Donnerstag, 24. Juli 2014 15:33 An: Eierschmalz, Bernhard Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] absence planning You can probably use: $self->TicketObj->OwnerObj->FirstCustomFieldValue('absent') to access the value of the owner's "absent" custom field. I don't understand why you are testing for a ticket status change. Wouldn't you want the scrip to run only when correspondence occurs? On 24 July 2014 23:14, Eierschmalz, Bernhard > wrote: Hello, I want to build some absence planning into our RT to avoid that absent users receive messages and nobody sees this message. What I?m planning is the following: 1. Creating a user?s custom field ?absent? which is yes or no 2. When a user is absence, this user changes this field to yes, when he?s back he changes back to no 3. When the status of one ticket with absent owner (where custom field value is ?yes?) changes, the owner show be set to nobody (so the other colleagues can find the ticket so I planned to set up this with a Scrip. Scrip Action is easy. It?s $self->TicketObj->SetOwner ( $RT::Nobody->id ); Return 1; What I?m having problems with is Scrip Condition. For the first step, I tried to run the scrip on any update, so I only have to check whether the absent-CF is yes or no I tried the following line: return 1 if $self->TicketObj->Owner->Customfields->CustomFieldValue(?absent?) eq ?yes?; but this isn?t working. What is wrong? A second step will be to check, what exactly was changed (and only run if status was changed). I think I can do this with return 0 unless $self->TransactionObj->Type eq ?Status? in front of the other code; am I right? Best regards, Bernhard, -- RT Training - Boston, September 9-10 http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Thu Jul 31 08:26:39 2014 From: alex at peters.net (Alex Peters) Date: Thu, 31 Jul 2014 22:26:39 +1000 Subject: [rt-users] absence planning In-Reply-To: <97344147CBA1644584462D6D81C43CE41380BA1B@svex.scheppach.local> References: <97344147CBA1644584462D6D81C43CE4138041D5@svex.scheppach.local> <97344147CBA1644584462D6D81C43CE413804698@svex.scheppach.local> <97344147CBA1644584462D6D81C43CE4138047EB@svex.scheppach.local> <97344147CBA1644584462D6D81C43CE41380B6DC@svex.scheppach.local> <97344147CBA1644584462D6D81C43CE41380B907@svex.scheppach.local> <97344147CBA1644584462D6D81C43CE41380BA1B@svex.scheppach.local> Message-ID: Since you only want to run this scrip when correspondence occurs on a stalled/resolved ticket, and the owner is absent, the following condition should work: # is this correspondence? return if $self->TransactionObj->Type ne 'Correspond'; # is the ticket stalled/resolved? my $status = $self->TicketObj->Status; return if $status ne 'stalled' and $status ne 'resolved'; # is the owner absent? my $absent = $self->TicketObj->OwnerObj->FirstCustomFieldValue(27); return if not defined $absent or $absent eq 'No'; # all criteria apply return 1; Go to Admin > Global > Scrips as a super user and use the Up/Down controls to ensure that your custom scrip runs before the On Correspond Open Tickets scrip. On 31 July 2014 21:56, Eierschmalz, Bernhard < Bernhard.Eierschmalz at scheppach.com> wrote: > Hi Alex, > > > > Yes, it works now! Great! > > > > Now the second step ? to check the state. > > > > I think it should be OK when I change my condition to: > > *return 0 if $self->Status eq 'open';* > > *my $CFval = $self->TicketObj->OwnerObj->FirstCustomFieldValue(27);* > > *return 1 if defined $CFval and $CFval eq 'yes';* > > > > right? > > > > How do I manage to run this scrip before ?on correspond open tickets? > scrip? > > > > > > Best Regards > > Bernhard > > > > *Von:* Alex Peters [mailto:alex at peters.net] > *Gesendet:* Donnerstag, 31. Juli 2014 13:26 > > *An:* Eierschmalz, Bernhard; rt-users at lists.bestpractical.com > *Betreff:* Re: AW: [rt-users] absence planning > > > > I believe that the "Absent" custom field belongs to users rather than > tickets. If that is correct, your code should read as follows: > > my $CFval = $self->TicketObj->OwnerObj->FirstCustomFieldValue(27); > return 1 if defined $CFval and $CFval eq 'Yes'; > > > > Note that values are case-sensitive, so a capital Y is required. Does > this help? > > > > (P.S. Please reply-all to ensure that the list remains informed of this > discussion.) > > > > On 31 July 2014 21:04, Eierschmalz, Bernhard < > Bernhard.Eierschmalz at scheppach.com> wrote: > > Hallo Alex, > > > > If I understand correctly you mean when the Custom Field is not set, my > $CFval will be undefined? > > But the custom field for my testuser (who is owner of my test ticket) is > set to ?no? > > > > Could it be that the type of the custom field matters? I have selected > ?choose one value?. My values are: > > > > Sort > > Name > > Description > > Category > > 0 > > Yes > > Absent yes > > > > 1 > > No > > Absent no > > > > > > > > > > It seems that either your custom field isn't named precisely "absent", or > perhaps you are running an older version of RT which doesn't support > loading custom fields by name. If using the ID (27) works for you, it is > probably best to just use that for now. > > > > It is named absent, and I user RT 4.2.6 ? but I think anyway it?s better > to use the ID. > > > > > > Best regards > > Bernhard > > > > *Von:* Alex Peters [mailto:alex at peters.net] > *Gesendet:* Donnerstag, 31. Juli 2014 12:28 > *An:* Eierschmalz, Bernhard; rt-users at lists.bestpractical.com > > > *Betreff:* Re: AW: [rt-users] absence planning > > > > The uninitialized value warnings can be solved by changing the test line: > > > > my $CFval = $self->TicketObj->FirstCustomFieldValue(27); > > return 1 if defined $CFval and $CFval eq 'yes'; > > > > since when the custom field is not set, $CFval will be undefined. > > > > It seems that either your custom field isn't named precisely "absent", or > perhaps you are running an older version of RT which doesn't support > loading custom fields by name. If using the ID (27) works for you, it is > probably best to just use that for now. > > > > On 31 July 2014 19:50, Eierschmalz, Bernhard < > Bernhard.Eierschmalz at scheppach.com> wrote: > > Hello Alex, > > > > your idea with 2 scrips running independent of each other sounds good ? I > will try this. > > > > But first, I still have the problem by loading the CF. > > I tried around a little bit ? but no solution. I changed my Condition to > the following: > > > > *my $CFval = $self->TicketObj->FirstCustomFieldValue(27);* > > *return 1 if $CFval eq 'yes';* > > > > I receive the following failure: > > *[12166] [Thu Jul 31 09:37:56 2014] [warning]: Use of uninitialized value > $CFval in string eq at (eval 807) line 2. ((eval 807):2)* > > *[12166] [Thu Jul 31 09:37:58 2014] [warning]: Use of uninitialized value > $CFval in string eq at (eval 816) line 2. ((eval 816):2)* > > > > 27 is the ID of my Custom field. When I change to > *FirstCustomFieldValue(?absent?)* I receive the following failure message: > > > > *[12166] [Thu Jul 31 09:49:00 2014] [warning]: Couldn't load custom field > by 'absent' identifier (/opt/rt4/sbin/../lib/RT/Record.pm:2231)* > > *[12166] [Thu Jul 31 09:49:00 2014] [warning]: Use of uninitialized value > $CFval in string eq at (eval 829) line 2. ((eval 829):2)* > > *[12166] [Thu Jul 31 09:49:06 2014] [warning]: Couldn't load custom field > by 'absent' identifier (/opt/rt4/sbin/../lib/RT/Record.pm:2231)* > > *[12166] [Thu Jul 31 09:49:06 2014] [warning]: Use of uninitialized value > $CFval in string eq at (eval 838) line 2. ((eval 838):2)* > > > > What should I do now? > > > > > > best Regards, > > Bernhard > > > > *Von:* Alex Peters [mailto:alex at peters.net] > *Gesendet:* Freitag, 25. Juli 2014 01:53 > > > *An:* Eierschmalz, Bernhard > *Cc:* rt-users at lists.bestpractical.com > > *Betreff:* Re: AW: [rt-users] absence planning > > > > I feel that you are overcomplicating your scrip by testing for a status > change (which is actually a side effect of another scrip), because your > primary goal is to perform this action when correspondence occurs. > > If I were in your position, I would have two scrips in place: > > 1. On (correspond AND owner is absent AND ticket is stalled/resolved), > set owner to Nobody. Runs first. > > 2. On correspond, open inactive tickets. Runs second. > > Actually, in your position I would probably assign an additional > "Exclusive" custom field to tickets that when set to true, indicates that > the ticket can only be worked on by the current owner. Then I would change > Scrip 1's condition to "on (correspond AND owner absent AND ticket not > exclusive)." That way, the status isn't used to convey that meaning. > > Custom fields can be loaded by name, so that shouldn't be failing for > you. Is "absent" the exact name of the field? What is the exact code that > you are using? > > On 25/07/2014 12:44 am, "Eierschmalz, Bernhard" < > Bernhard.Eierschmalz at scheppach.com> wrote: > > Hello Alex, > > > > I user RT 4.2.6 > > In my error logs I find the following: > > *[3066] [Thu Jul 24 14:16:20 2014] [warning]: Couldn't load custom field > by 'absent' identifier (/opt/rt4/sbin/../lib/RT/Record.pm:2231)* > > *[3066] [Thu Jul 24 14:16:20 2014] [warning]: Use of uninitialized value > in string eq at (eval 896) line 1. ((eval 896):1)* > > *[3066] [Thu Jul 24 14:16:23 2014] [warning]: Couldn't load custom field > by 'absent' identifier (/opt/rt4/sbin/../lib/RT/Record.pm:2231)* > > *[3066] [Thu Jul 24 14:16:23 2014] [warning]: Use of uninitialized value > in string eq at (eval 905) line 1. ((eval 905):1)* > > > > What does this mean? Should I identify the CF by ID? > > > > If I understand you correctly, the "on correspond, open inactive tickets" > scrip is interfering with your ability to test whether an absent owner's > ticket was previously marked as stalled or resolved rather than open. If > you move your scrip to execute before the scrip that opens inactive tickets > on correspond, the interference should no longer occur. > > > > Not exactly. Let me explain once again. > > When a user is absent, he maybe has open tickets, and for sure has many > resolved and stalled tickets. > > > > The open tickets are tickets, only this user can resolve, and this user > decides to resolve this ticket after his absence. (e.g. because this is a > large project) > > When there is any transaction (e.g. an answer from client or somebody) the > owner of this ticket should not be changed (because the owner will resolve > it after his absence) > > on open tickets the ?on correspond, open inactive tickets? isn?t > triggered, so the status doesn?t change, and my scrip doesn?t run > > > > Now over to the resolved and stalled tickets: when there is any > transaction on these tickets, user should be set to ?nobody? to inform the > other colleagues about this tickets. > > On the transaction, firstly the ?on correspond, open inactive tickets? is > triggered and changes the state from stalled or resolved to ?open? > > Now my scrip triggers this status change and changes the user to ?nobody?. > > > > I hope you can see my idea more clear now. > > > > best regards > > Bernhard > > > > > > *Von:* Alex Peters [mailto:alex at peters.net] > *Gesendet:* Donnerstag, 24. Juli 2014 16:11 > *An:* Eierschmalz, Bernhard > *Cc:* rt-users at lists.bestpractical.com > *Betreff:* Re: [rt-users] absence planning > > > > There might be API inconsistency across RT versions. What version of RT > are you using? Also, are you receiving any errors in RT's logs when that > code runs? > > > > If I understand you correctly, the "on correspond, open inactive tickets" > scrip is interfering with your ability to test whether an absent owner's > ticket was previously marked as stalled or resolved rather than open. If > you move your scrip to execute before the scrip that opens inactive tickets > on correspond, the interference should no longer occur. > > > > On 24 July 2014 23:56, Eierschmalz, Bernhard < > Bernhard.Eierschmalz at scheppach.com> wrote: > > So now I try: > > *return 1 if $self->TicketObj->FirstCustomFieldValue('absent') eq "yes";* > > > > But it still doesn?t work. What is wrong? > > > > I don't understand why you are testing for a ticket status change. > Wouldn't you want the scrip to run only when correspondence occurs? > > A user usually changes all his tickets to ?stalled? or ?resolved? when > he?s absent. When the user leaves tickets on ?open? during his absence that > means, nobody else can finish this ticket, only he can do it (e.g. on > larger projects) > > So when one of the stalled or resolved tickets receive an answer, the > status is changed and with my scrip the user will be nobody. > > > > > > Best regards, > > > > Bernhard > > > > *Von:* Alex Peters [mailto:alex at peters.net] > *Gesendet:* Donnerstag, 24. Juli 2014 15:33 > *An:* Eierschmalz, Bernhard > *Cc:* rt-users at lists.bestpractical.com > *Betreff:* Re: [rt-users] absence planning > > > > You can probably use: > > > > $self->TicketObj->OwnerObj->FirstCustomFieldValue('absent') > > > > to access the value of the owner's "absent" custom field. > > > > I don't understand why you are testing for a ticket status change. > Wouldn't you want the scrip to run only when correspondence occurs? > > > > On 24 July 2014 23:14, Eierschmalz, Bernhard < > Bernhard.Eierschmalz at scheppach.com> wrote: > > Hello, > > > > I want to build some absence planning into our RT to avoid that absent > users receive messages and nobody sees this message. What I?m planning is > the following: > > > > 1. Creating a user?s custom field ?absent? which is yes or no > > 2. When a user is absence, this user changes this field to yes, when > he?s back he changes back to no > > 3. When the status of one ticket with absent owner (where custom > field value is ?yes?) changes, the owner show be set to nobody (so the > other colleagues can find the ticket > > > > > > so I planned to set up this with a Scrip. > > Scrip Action is easy. It?s > > *$self->TicketObj->SetOwner ( $RT::Nobody->id );* > > *Return 1;* > > > > > > > > What I?m having problems with is Scrip Condition. > > > > For the first step, I tried to run the scrip on any update, so I only have > to check whether the absent-CF is yes or no > > I tried the following line: > > *return 1 if > $self->TicketObj->Owner->Customfields->CustomFieldValue(?absent?) eq ?yes?;* > > > > but this isn?t working. What is wrong? > > > > > > A second step will be to check, what exactly was changed (and only run if > status was changed). > > I think I can do this with > > *return 0 unless $self->TransactionObj->Type eq ?Status? * > > > > in front of the other code; am I right? > > > > > > > > Best regards, > > > > Bernhard, > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > > > > > > > > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From allen.joslin at gmail.com Thu Jul 31 08:44:06 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Thu, 31 Jul 2014 08:44:06 -0400 Subject: [rt-users] Scrip access to Per-Transaction custom field values -- need a workaround !! In-Reply-To: References: <9A70756B-D8C9-46C4-B092-B9E804B4130A@gmail.com> Message-ID: <4E0367AD-AD82-4C30-8AB0-7057195EAAEE@gmail.com> Alex, Thank you so much, that worked wonderfully !! I updated the wiki page to say: Note that Per-Transaction custom fields values are not available to ScripActions, (RT sets these after the Scrip has been executed) unless you change the Global Scrip Stage from Normal to Batch in the Applies to Page for your Scrip (as described in TransactionBatchStage .) If your Scrip is set to Batch then it will be run after all the Transactions have been created. Thanks again, Al; On Jul 30, 2014, at 8:40 PM, Alex Peters wrote: > I wonder whether that note on the wiki page still applies to scrips that run in batch mode, where the scrip runs after all transactions complete. > > Consider trying a batch scrip (which has multiple transactions available to it). A batch scrip can look at all the transactions and hopefully find the custom fields at that point. > > If it does work for you, the community would probably appreciate you updating that wiki text as well. > > On 31/07/2014 6:29 am, "Al Joslin" wrote: > I have per-transaction custom fields that the users can update when they comment (or reply) > > I need to roll those up to the Ticket as they are added, so I wrote a scrip > > But I can't seem to get it to work... It's always one comment behind... > > Then I found this line in the RT wiki > > Quote: Note that Per-Transaction custom fields values are not available to ScripActions. (RT sets these after the Scrip has been executed.) > from: http://requesttracker.wikia.com/wiki/ScripAction > > Damn, that means my displayed roll-up in the Ticket will forever be inaccurate... > > Are there any suggested work-arounds? > > thanks > al; > > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron.mccarthy at southwestern.ie Thu Jul 31 09:40:56 2014 From: aaron.mccarthy at southwestern.ie (AJ) Date: Thu, 31 Jul 2014 06:40:56 -0700 (PDT) Subject: [rt-users] Add Time difference in search result In-Reply-To: References: <1406734180754-58100.post@n7.nabble.com> <1406789633189-58112.post@n7.nabble.com> Message-ID: <1406814056843-58121.post@n7.nabble.com> Hi Alex, Thank you for all your help. I really appreciate it. I used that bit of code, It didn't have to be tweaked (I don't think) as I used the ISO format for my custom field. However, it does not seem to work. I can't seem to see where I am going wrong. The CustomField is storing the correct datetime. In the search result. Am I missing something? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Add-Time-difference-in-search-result-tp58100p58121.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alex at peters.net Thu Jul 31 09:51:26 2014 From: alex at peters.net (Alex Peters) Date: Thu, 31 Jul 2014 23:51:26 +1000 Subject: [rt-users] Add Time difference in search result In-Reply-To: <1406814056843-58121.post@n7.nabble.com> References: <1406734180754-58100.post@n7.nabble.com> <1406789633189-58112.post@n7.nabble.com> <1406814056843-58121.post@n7.nabble.com> Message-ID: That code seems okay to me. Is you anything useful being reported to RT's debug log? Replacing all of that code with: ... value => sub { return 'this works'; }, ... could be useful in determining whether the problem lies with that code, or elsewhere (i.e. how the search result column is being defined and used). Hi Alex, Thank you for all your help. I really appreciate it. I used that bit of code, It didn't have to be tweaked (I don't think) as I used the ISO format for my custom field. However, it does not seem to work. I can't seem to see where I am going wrong. The CustomField is storing the correct datetime. In the search result. Am I missing something? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Add-Time-difference-in-search-result-tp58100p58121.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Boston, September 9-10 http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron.mccarthy at southwestern.ie Thu Jul 31 10:12:22 2014 From: aaron.mccarthy at southwestern.ie (AJ) Date: Thu, 31 Jul 2014 07:12:22 -0700 (PDT) Subject: [rt-users] Add Time difference in search result In-Reply-To: References: <1406734180754-58100.post@n7.nabble.com> <1406789633189-58112.post@n7.nabble.com> <1406814056843-58121.post@n7.nabble.com> Message-ID: <1406815942061-58123.post@n7.nabble.com> This is the debug for my scrip which stores the datetime value for the custom field. As you can see, It is storing the date fine. I did as you said and inserted This works into the sub content. Nothing happened. Didn't see it show up anywhere -- View this message in context: http://requesttracker.8502.n7.nabble.com/Add-Time-difference-in-search-result-tp58100p58123.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From lists at mhcsoftware.de Thu Jul 31 10:18:52 2014 From: lists at mhcsoftware.de (Matthias Henze) Date: Thu, 31 Jul 2014 16:18:52 +0200 Subject: [rt-users] s/mime In-Reply-To: <53D90A2A.6070409@bestpractical.com> References: <53D3BEC8.3040706@mhcsoftware.de> <53D67727.1000307@bestpractical.com> <53D684D1.9020300@mhcsoftware.de> <53D6B938.9050903@bestpractical.com> <53D7923F.8050907@mhcsoftware.de> <53D7F71B.2080206@bestpractical.com> <53D88DC1.7070008@mhcsoftware.de> <53D90A2A.6070409@bestpractical.com> Message-ID: <53DA504C.1090806@mhcsoftware.de> Am 30.07.2014 um 17:07 schrieb Alex Vandiver: > On 07/30/2014 02:16 AM, Matthias Henze wrote: >> OK, I see ... here are the results: >> [snip] > > All tests passed, meaning that whatever problem you're having does not > affect our tests, which include sending mail via S/MIME. As such, it is > not a fundamental problem with S/MIME in your environment, but rather > with the data involved. At this point, we'd need a test email (possibly > as well as keys/certs) that triggers the behavior you're seeing, as that > seems to be the only common piece of the problems you're having. So what should I do next ? -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: info at mhcsoftware.de HR Coburg: B2242 Gesch?ftsf?hrer: Matthias Henze From rfelty at adknowledge.com Thu Jul 31 10:21:49 2014 From: rfelty at adknowledge.com (Rezty Felty) Date: Thu, 31 Jul 2014 14:21:49 +0000 Subject: [rt-users] Difficulty implementing LDAP/AD Authorization In-Reply-To: References: Message-ID: Well, we were unable to get the RT::Authen::ExternalAuth plugin to work, no matter what we tried, but I had a co-worker looking over my configs as well, and I had previously tried to make AD/LDAP auth work by just using Apache to do it . . . When looking in the vhost conf file for rt, he noticed I had placed my Apache Location Directive inside my Directory Directive, which is fairly common and I would never have thought twice about. However, in this instance, the Directory Directive began as such: and the Location Directive began as such: Since they were two different paths, the Location Directive was never getting executed, which was where all the apache ldap auth info was. By moving the Location Directive outside the Directory Directive, and adding an alias: ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ we were able to make AD/LDAP authorization work. Thanks, Rezty Felty Senior Linux Administrator Adknowledge 816-559-1196 From: Alex Peters > Date: Wednesday, July 30, 2014 at 7:31 PM To: Rezty Felty > Cc: RT users > Subject: Re: [rt-users] Difficulty implementing LDAP/AD Authorization RT won't look at any changes you place in example RT_SiteConfig.pm files included with extensions (if that's why you've included that file in your previous e-mail). You need to copy the relevant changes into your RT installation's RT_SiteConfig.pm file. On 31/07/2014 3:12 am, "Rezty Felty" > wrote: Jxplorer shows successful connection and authentication using the auth info I have in rt. Here is my /opt/rt4/etc/RT_SiteConfig.pm: # Any configuration directives you include here will override # RT's default configuration file, RT_Config.pm # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # This file is actually a perl module, so you can include valid # perl code, as well. # # The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this command: # # perl -c /path/to/your/etc/RT_SiteConfig.pm # # You must restart your webserver after making changes to this file. Set( $rtname, 'Adknowledge.com'); Set( $WebDomain, 'pkc-tracker02.ak-networks.com'); Set( $WebPort, 443); # You must install Plugins on your own, this is only an example # of the correct syntax to use when activating them. # Plugin( "RT::Extension::QuickDelete" ); # Plugin( "RT::Extension::CommandByMail" ); Set( @Plugins, qw(RT::Authen::ExternalAuth) ); and my /opt/rt4/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm, which I would think more important in this case: =head1 NAME External Authentication Configuration - Sample configs for L =head1 DESCRIPTION L provides a lot of flexibility with many configuration options. This file describes these configuration options and is itself a sample configuration suitable for dropping into your C file and modifying. =over 4 =item C<$ExternalAuthPriority> The order in which the services defined in ExternalSettings should be used to authenticate users. User is authenticated if successfully confirmed by any service - no more services are checked. You should remove services you don't use. For example, if you're only using My_LDAP, remove My_MySQL and My_SSO_Cookie. =cut Set($ExternalAuthPriority, [ 'My_LDAP', 'My_MySQL', 'My_SSO_Cookie' ] ); =item C<$ExternalInfoPriority> When multiple auth services are available, this value defines the order in which the services defined in ExternalSettings should be used to get information about users. This includes RealName, Tel numbers etc, but also whether or not the user should be considered disabled. Once a user record is found, no more services are checked. You CANNOT use a SSO cookie to retrieve information. You should remove services you don't use, but you must define at least one service. =cut Set($ExternalInfoPriority, [ 'My_LDAP', 'My_MySQL', ] ); =item C<$ExternalServiceUsesSSLorTLS> If this is set to true, then the relevant packages will be loaded to use SSL/TLS connections. At the moment, this just means L. =cut Set($ExternalServiceUsesSSLorTLS, 0); =item C<$AutoCreateNonExternalUsers> If this is set to 1, then users should be autocreated by RT as internal users if they fail to authenticate from an external service. This is useful if you have users outside your organization who might interface with RT, perhaps by sending email to a support email address. =cut Set($AutoCreateNonExternalUsers, 0); =item C<$ExternalSettings> These are the full settings for each external service as a HashOfHashes. Note that you may have as many external services as you wish. They will be checked in the order specified in $ExternalAuthPriority and $ExternalInfoPriority directives above. The outer structure is a key with the authentication option (name of external source). The value is a hash reference with configuration keys and values, for example: Set($ExternalSettings, { MyLDAP => { type => 'ldap', ... other options ... }, MyMySQL => { type => 'db', ... other options ... }, ... other sources ... } ); As shown above, each description should have 'type' defined. The following types are supported: =over 4 =item ldap Authenticate against and sync information with LDAP servers. See L for details. =item db Authenticate against and sync information with external RDBMS, supported by Perl's L interface. See L for details. =item cookie Authenticate by cookie. See L for details. =back See the modules noted above for configuration options specific to each type. The following apply to all types. =over 4 =item attr_match_list The list of RT attributes that uniquely identify a user. These values are used, in order, to find users in the selected authentication source. Each value specified here must have a mapping in the L section below. You can remove values you don't expect to match, but it's recommended to use 'Name' and 'EmailAddress' at minimum. For example: 'attr_match_list' => [ 'Name', 'EmailAddress', ], You should not use items that can map to multiple users (such as a RealName or building name). =item attr_map Mapping of RT attributes on to attributes in the external source. Valid keys are attributes of an L. The values are attributes from your authentication source. For example, an LDAP mapping might look like: 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', ... }, =back =cut Set($ExternalSettings, { # AN EXAMPLE DB SERVICE 'My_MySQL' => { 'type' => 'db', 'server' => 'server.domain.tld', 'database' => 'DB_NAME', 'table' => 'USERS_TABLE', 'user' => 'DB_USER', 'pass' => 'DB_PASS', 'port' => 'DB_PORT', 'dbi_driver' => 'DBI_DRIVER', 'u_field' => 'username', 'p_field' => 'password', 'p_enc_pkg' => 'Crypt::MySQL', 'p_enc_sub' => 'password', 'd_field' => 'disabled', 'd_values' => ['0'], 'attr_match_list' => [ 'Gecos', 'Name', ], 'attr_map' => { 'Name' => 'username', 'EmailAddress' => 'email', 'ExternalAuthId' => 'username', 'Gecos' => 'userID', }, }, # AN EXAMPLE LDAP SERVICE 'My_LDAP' => { 'type' => 'ldap', 'server' => '10.201.0.200', 'user' => 'apacheldap at adknowledge.com', 'pass' => ?redacted', 'base' => 'dc=adknowledge,dc=com', 'filter' => '(FILTER_STRING)', 'd_filter' => '(FILTER_STRING)', 'group' => 'GROUP_NAME', 'group_attr' => 'GROUP_ATTR', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'group_scope' => 'base', 'group_attr_value' => 'GROUP_ATTR_VALUE', 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName', ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'physicalDeliveryOfficeName', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' }, }, # An example SSO cookie service 'My_SSO_Cookie' => { 'type' => 'cookie', 'name' => 'loginCookieValue', 'u_table' => 'users', 'u_field' => 'username', 'u_match_key' => 'userID', 'c_table' => 'login_cookie', 'c_field' => 'loginCookieValue', 'c_match_key' => 'loginCookieUserID', 'db_service_name' => 'My_MySQL' }, } ); 1; Thanks, Rezty Felty Senior Linux Administrator Adknowledge 816-559-1196 From: Marco Agostini > Date: Wednesday, July 30, 2014 at 11:38 AM To: Rezty Felty > Subject: Re: [rt-users] Difficulty implementing LDAP/AD Authorization Il 30/lug/2014 17:34 "Rezty Felty" > ha scritto: > > I have a new install of RT 4.2.4 running on Centos 6.4 64 bit with Apache 2.2.15. I have installed RT::Authen::ExternalAuth and Net::LDAP, and have configured my /opt/rt4/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm with the right server address and LDAP user and password, and added Set( @Plugins, qw(RT::Authen::ExternalAuth) ); to the file /opt/rt4/etc/RT_SiteConfig.pm. I have restarted https, restarted the entire server, but i continue to see the same results, e.g. I can log in to RT with the default installed root account, but when I try any AD user, it fails, and the error I receive in both /var/log/messages and /var/log/httpd/error_log is the same: ?FAILED LOGIN for from (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:811) > > Any suggestions on where to begin troubleshooting this would be appreciated. > Use these tool http://jxplorer.org/ to test the parameter that you are using in RT. Post the content of /opt/rt4/etc/RT_SiteConfig.pm -- RT Training - Boston, September 9-10 http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Thu Jul 31 10:28:13 2014 From: alex at peters.net (Alex Peters) Date: Fri, 1 Aug 2014 00:28:13 +1000 Subject: [rt-users] Add Time difference in search result In-Reply-To: <1406815942061-58123.post@n7.nabble.com> References: <1406734180754-58100.post@n7.nabble.com> <1406789633189-58112.post@n7.nabble.com> <1406814056843-58121.post@n7.nabble.com> <1406815942061-58123.post@n7.nabble.com> Message-ID: If you don't see "this works" in your search results with that change, then I'd suspect a problem in how the new column is defined overall. What's the complete content of the file you're using to define that new search result column, where are you placing it, and what does your test search result format look like as shown in the Advanced screen of the search builder? On 01/08/2014 12:12 am, "AJ" wrote: > This is the debug for my scrip which stores the datetime value for the > custom > field. > > > > As you can see, It is storing the date fine. > > I did as you said and inserted This works into the sub content. Nothing > happened. Didn't see it show up anywhere > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Add-Time-difference-in-search-result-tp58100p58123.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jul 31 11:08:40 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 31 Jul 2014 10:08:40 -0500 Subject: [rt-users] IR upgrade fails In-Reply-To: <53D9FFA2.4010108@govcert.hu> References: <53D64BB2.3060402@govcert.hu> <53D7F759.7030609@bestpractical.com> <53D88CDF.5090909@govcert.hu> <53D908D9.7070103@bestpractical.com> <53D9FFA2.4010108@govcert.hu> Message-ID: <20140731150840.GA2988@jibsheet.com> On Thu, Jul 31, 2014 at 10:34:42AM +0200, "Tam?s, Sz?p" wrote: > Thank you Alex, that was the missing part (and Hook::LexWrap). Now I > have IR 3.0.0rc2. It is time to test the whole system. The latest release of RTIR is 3.0.2, which fixes a number of bugs in 3.0.0rc2 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From alexmv at bestpractical.com Thu Jul 31 11:29:34 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 31 Jul 2014 11:29:34 -0400 Subject: [rt-users] segmentation fault with ExternalAuth In-Reply-To: References: Message-ID: <53DA60DE.6090802@bestpractical.com> On 07/31/2014 03:34 AM, Maurice Sienema wrote: > I've installed a brand new debian wheezy box, added RT 4.2.6, but after > enabling the ExternalAuth extension Apache is segfaulting and won't > start until the extenstion is disabled again. > > the config used for externalAuth is working on our older ( 4.0.5 ) RT > install. > > Anyone got a clue what is causing the segfaults ? Previously when we've seen segfaults, they've been due to openssl being linked into two different parts of the system, and not interacting well together. I've seen a previous report of this, but have been unable to replicate. At a guess, is your ExternalAuth connection using ldaps://, are you using mod_perl, and is your Apache listening on https:// ? The short-term fix is to switch to fastcgi, from mod_perl. - Alex From alexmv at bestpractical.com Thu Jul 31 11:35:37 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 31 Jul 2014 11:35:37 -0400 Subject: [rt-users] s/mime In-Reply-To: <53DA504C.1090806@mhcsoftware.de> References: <53D3BEC8.3040706@mhcsoftware.de> <53D67727.1000307@bestpractical.com> <53D684D1.9020300@mhcsoftware.de> <53D6B938.9050903@bestpractical.com> <53D7923F.8050907@mhcsoftware.de> <53D7F71B.2080206@bestpractical.com> <53D88DC1.7070008@mhcsoftware.de> <53D90A2A.6070409@bestpractical.com> <53DA504C.1090806@mhcsoftware.de> Message-ID: <53DA6249.3000908@bestpractical.com> On 07/31/2014 10:18 AM, Matthias Henze wrote: > Am 30.07.2014 um 17:07 schrieb Alex Vandiver: >> All tests passed, meaning that whatever problem you're having does not >> affect our tests, which include sending mail via S/MIME. As such, it is >> not a fundamental problem with S/MIME in your environment, but rather >> with the data involved. At this point, we'd need a test email (possibly >> as well as keys/certs) that triggers the behavior you're seeing, as that >> seems to be the only common piece of the problems you're having. > > So what should I do next ? Provide a test email (along with relevant keys/certs as necessary) that trigger the behavior you're seeing. - Alex From aaron.mccarthy at southwestern.ie Thu Jul 31 11:44:21 2014 From: aaron.mccarthy at southwestern.ie (AJ) Date: Thu, 31 Jul 2014 08:44:21 -0700 (PDT) Subject: [rt-users] Add Time difference in search result In-Reply-To: References: <1406734180754-58100.post@n7.nabble.com> <1406789633189-58112.post@n7.nabble.com> <1406814056843-58121.post@n7.nabble.com> <1406815942061-58123.post@n7.nabble.com> Message-ID: <1406821461480-58130.post@n7.nabble.com> Advanced Search: Query: Queue = 'Helpdesk' AND ( Status = 'new' OR Status = 'open' ) Format: ' * __id__ <__WebPath__/Ticket/Display.html?id=__id__> */TITLE:#', '* __Subject__ <__WebPath__/Ticket/Display.html?id=__id__> */TITLE:Subject', '__Status__', '__QueueName__', '__OwnerName__', '__Priority__', '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__DifferenceReopenedTime__' I have put the new search in /html/Callbacks/MyRT/Search/Elements/BuildFormatString/ and placed in a file called Default In this file is: <%INIT> push @{$Fields}, 'DifferenceReopenedTime'; <%ARGS> $Fields => undef I hope this helps -- View this message in context: http://requesttracker.8502.n7.nabble.com/Add-Time-difference-in-search-result-tp58100p58130.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From SJC at qvii.com Thu Jul 31 14:10:11 2014 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Thu, 31 Jul 2014 18:10:11 +0000 Subject: [rt-users] Unprivileged users - Edit ticket/Sign up as CC? Message-ID: <0CE56AE307C0BC4B950BF05F3759DF4314F05CB8@MailStore2010.ogp.qvii.com> I'm looking to move my user base away from being all Privileged and making them Unprivileged so they get the "Self Service" version of RT. I've created a single test user to get a feel for what my users will experience. One issue I've come across is editing the tickets. I've got explict permissions on the Requestor of the ticket (ex: Requestor can make changes to the ticket), but it looks like Unprivileged is overriding it. I'd like the users to be able to sign up as CC on tickets as well, but that is missing too. Is this how Unprivileged works, or did I miss a permission setting? Thanks! Stephen J. Cena Systems Administrator - MIS/IT Dept Quality Vision International 850 Hudson Ave Rochester,NY 14620 Phone: 585-544-0450 x300 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Please report email problems to: postmaster at qvii.com QVII MIS/IT Dept - We do what we must because we can. "Thank you for helping us help you help us all." * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jul 31 15:15:29 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 31 Jul 2014 14:15:29 -0500 Subject: [rt-users] RT Extension "Quick Update" missing? In-Reply-To: <3be02550a7444c90be36c6fb588dde1a@BN1PR04MB108.namprd04.prod.outlook.com> References: <3be02550a7444c90be36c6fb588dde1a@BN1PR04MB108.namprd04.prod.outlook.com> Message-ID: <20140731191529.GB2988@jibsheet.com> On Fri, Jul 25, 2014 at 01:56:36PM +0000, Rob Moerman wrote: > The extension ?Quick Update? is no longer available at the link posted off Best > Practical. The link ([1]https://bestpractical.com/rt/extensions.html? > J:V-region-extension-list.id=40#RT::Extension::QuickUpdate) results in a ?not > found? message at CPAN. > > Is this extension still available and useable with RT 4.2.6? Looks like it was never shipped to CPAN, which is where that page tries (incorrectly) to link. You can get it from our github, but I've also pushed version 0.02 to CPAN so it'll be available from your local mirror and linked on https://metacpan.org/release/RT-Extension-QuickUpdate later today. -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 Jul 31 16:16:29 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 31 Jul 2014 15:16:29 -0500 Subject: [rt-users] Read-Only Custom Fields In-Reply-To: <68303A15-391C-4052-8A50-A3EACA404FBF@gmail.com> References: <6B76D553-4C74-4CE5-8C70-A9B6985384A7@gmail.com> <68303A15-391C-4052-8A50-A3EACA404FBF@gmail.com> Message-ID: <20140731201629.GC2988@jibsheet.com> On Wed, Jul 30, 2014 at 03:52:18PM -0400, Al Joslin wrote: > > I can't figure out any way around granting all the ModifyCustomField permissions on a per-field basis > > And if my users don't want to see some of the CF's at the Ticket level then I'll be granting those on a per-field basis as well. If you have 5 CFs in a Queue and want to grant Everyone See on 2 and Modify on 3, then you must grant individually per CF. Finer grained permissions (all staff can Modify the CFs on the Queue) can be granted on the Queue object. RT rights are additive, so if you want to be particular about certain fields, you're going to have to grant those rights at the object 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 Thu Jul 31 16:19:48 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 31 Jul 2014 15:19:48 -0500 Subject: [rt-users] Unprivileged users - Edit ticket/Sign up as CC? In-Reply-To: <0CE56AE307C0BC4B950BF05F3759DF4314F05CB8@MailStore2010.ogp.qvii.com> References: <0CE56AE307C0BC4B950BF05F3759DF4314F05CB8@MailStore2010.ogp.qvii.com> Message-ID: <20140731201948.GD2988@jibsheet.com> On Thu, Jul 31, 2014 at 06:10:11PM +0000, Cena, Stephen (ext. 300) wrote: > I've come across is editing the tickets. I've got explict permissions on the > Requestor of the ticket (ex: Requestor can make changes to the ticket), but it > looks like Unprivileged is overriding it. I'd like the users to be able to sign > up as CC on tickets as well, but that is missing too. Is this how Unprivileged > works, or did I miss a permission setting? Thanks! Rights in RT are additive. If Requestor has ModifyTicket, then the user being Unprivileged will not change that as long as they are *actually* listed as the Requestor (not just the Creator). You need to grant Watch for users to add themselves as Cc, but keep in mind that they may also add themselves as a Requestor which will grant them extra rights. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From scott.mccall at compfitness.com Thu Jul 31 16:23:19 2014 From: scott.mccall at compfitness.com (Scott McCall) Date: Thu, 31 Jul 2014 16:23:19 -0400 Subject: [rt-users] Matching Custom Field to DB Entry Message-ID: Hello, I apologize if this is not the correct way of posting questions, I'm still relatively new to RT. Just looking for some advice/guidance on the best way to use RT to populate a custom field from a database entry. We currently have a "extract info" template that goes through and extracts info from an incoming email and populates our custom fields with that info. That works great. What we're looking to do is to set up a database, and cross reference the extracted info with the DB to populate another CF. The example would be: a street address is extracted from an email (regex), and we then check the database to find out what delivery route this address is associated with, then automatically populate the "route" CF if it find a match. Any assistance would be greatly appreciated! Scott -------------- next part -------------- An HTML attachment was scrubbed... URL: From matthew.e.richards at erdc.dren.mil Thu Jul 31 17:03:16 2014 From: matthew.e.richards at erdc.dren.mil (Richards, Matthew E ERDC-RDE-CERL-IL) Date: Thu, 31 Jul 2014 21:03:16 +0000 Subject: [rt-users] RT-Mailgate timeout error after upgrade to 4.2.6 Message-ID: We are fighting an issue after updating RT from 4.2.3 to 4.2.6 and rt-mailgate. We also updated our OS to Ubuntu 14.04. Everything seems to be working in RT except rt-mailgate. I've isolated it to an LWP::Protocol::https::Socket: Timeout error returned from the post to the RESTful service: my $r = $ua->post( $full_url, $post_params, Content_Type => 'form-data' ); I increased the timeout from 180 to 750 added extra debugging to the code to get more information. I replaced our URL with localhost for security: /opt/rt4/bin/rt-mailgate: connecting to https://localhost/REST/1.0/NoAuth/mail-gateway ua->timeout: 750 ua->post full_url: https://localhost/REST/1.0/NoAuth/mail-gateway ua->post post_params: HASH(0x149a6d0) r->content : Can't connect to localhost:443 LWP::Protocol::https::Socket: Timeout at /usr/share/perl5/LWP/Protocol/http.pm line 41. HTTP request failed: 500 Can't connect to localhost:443. Your webserver logs may have more information or there may be a network problem. /opt/rt4/bin/rt-mailgate: undefined server error fetchmail: MDA returned nonzero status 75 not flushed There are no log entries in the apache error.log. We have Set($LogToFile , 'debug'); and did see one error that we corrected (a missing $RTAddressRegexp configuration). There are no other errors in the rt.log file. I don't even see an entry in the access.log. Fiddler gives us the same error (504 - Gateway Timeout Error). If I execute consecutive posts very quickly in Fiddler, after about seven 504 errors, I finally get a string of 200 (success) responses and some entries in the rt.log file to indicate it couldn't find a valid user (because I didn't supply one). If I let it set for a minute, I get the 504 errors again. Thank you for any help, Matthew E. Richards -------------- next part -------------- An HTML attachment was scrubbed... URL: From charlycr74 at yahoo.com.ar Thu Jul 31 17:54:31 2014 From: charlycr74 at yahoo.com.ar (charlycr74 at yahoo.com.ar) Date: Thu, 31 Jul 2014 14:54:31 -0700 Subject: [rt-users] Search tickets that changed status on specific period of time Message-ID: <1406843671.72740.YahooMailNeo@web162603.mail.bf1.yahoo.com> Hello all, Is it possible to have a query that returns all the tickets that changed the status from "resolved" to "open"? We need to know how many of the tickets were reopen on an specific period of time. Thank you,? Charly From alex at peters.net Thu Jul 31 19:21:57 2014 From: alex at peters.net (Alex Peters) Date: Fri, 1 Aug 2014 09:21:57 +1000 Subject: [rt-users] Add Time difference in search result In-Reply-To: <1406821461480-58130.post@n7.nabble.com> References: <1406734180754-58100.post@n7.nabble.com> <1406789633189-58112.post@n7.nabble.com> <1406814056843-58121.post@n7.nabble.com> <1406815942061-58123.post@n7.nabble.com> <1406821461480-58130.post@n7.nabble.com> Message-ID: The search result format string from the Advanced screen of the search builder looks okay to me. The file you've referenced only manages the addition of the field to the select box on the search builder screen, and is presumably in the correct location and working if your new field is showing up in the select box. What's the full path to the file with the "it works" line, and that file's complete content? On 01/08/2014 1:44 am, "AJ" wrote: > Advanced Search: > > Query: Queue = 'Helpdesk' AND ( Status = 'new' OR Status = 'open' ) > > Format: ' * __id__ <__WebPath__/Ticket/Display.html?id=__id__> > */TITLE:#', > '* __Subject__ <__WebPath__/Ticket/Display.html?id=__id__> > */TITLE:Subject', > '__Status__', > '__QueueName__', > '__OwnerName__', > '__Priority__', > '__NEWLINE__', > '', > '__Requestors__', > '__CreatedRelative__', > '__ToldRelative__', > '__LastUpdatedRelative__', > '__DifferenceReopenedTime__' > > I have put the new search in > /html/Callbacks/MyRT/Search/Elements/BuildFormatString/ > and placed in a file called Default > > In this file is: > <%INIT> > push @{$Fields}, 'DifferenceReopenedTime'; > > <%ARGS> > $Fields => undef > > > I hope this helps > > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Add-Time-difference-in-search-result-tp58100p58130.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From alex at peters.net Thu Jul 31 20:32:21 2014 From: alex at peters.net (Alex Peters) Date: Fri, 1 Aug 2014 10:32:21 +1000 Subject: [rt-users] Matching Custom Field to DB Entry In-Reply-To: References: Message-ID: This functionality could be achieved using a scrip which detects the specific point at which you want the population to occur (perhaps at ticket creation, or when another specific custom field is set or changed), and then uses standard Perl code to connect to the database, issue the appropriate SQL and write the result to your custom field. If the only means of accessing your database's data is via SQL, you'd probably want to look into using DBI, the standard Perl solution for working with databases: https://metacpan.org/pod/DBI and the process would involve connecting to the database, preparing an SQL query, executing it, and retrieving the result from the structure returned. If your database offers some form of web service for retrieval of data, look into WWW::Mechanize: https://metacpan.org/pod/WWW::Mechanize At any rate, once your scrip has access to the necessary data from the database, writing it to one of the ticket's custom fields would be done like this: $self->TicketObj->AddCustomFieldValue( Field => 'XXX', Value => YYY ); where XXX is the name of your custom field and YYY is the data from the database. On 1 August 2014 06:23, Scott McCall wrote: > Hello, > > > > I apologize if this is not the correct way of posting questions, I?m still > relatively new to RT. > > > > Just looking for some advice/guidance on the best way to use RT to > populate a custom field from a database entry. > > > > We currently have a ?extract info? template that goes through and extracts > info from an incoming email and populates our custom fields with that > info. That works great. > > > > What we?re looking to do is to set up a database, and cross reference the > extracted info with the DB to populate another CF. > > > > The example would be: a street address is extracted from an email (regex), > and we then check the database to find out what delivery route this address > is associated with, then automatically populate the ?route? CF if it find a > match. > > > > Any assistance would be greatly appreciated! > > > > > > *Scott* > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: