From scott.dalzell at aveva.com Thu May 1 05:12:41 2014 From: scott.dalzell at aveva.com (scott.dalzell) Date: Thu, 1 May 2014 02:12:41 -0700 (PDT) Subject: [rt-users] Adding New Status option In-Reply-To: <20140430180903.GE2908@jibsheet.com> References: <1398863481193-57285.post@n7.nabble.com> <20140430180903.GE2908@jibsheet.com> Message-ID: <1398935561406-57291.post@n7.nabble.com> I removed the approvals section from my SiteConfig and it has started working. thanks for the help Scott -- View this message in context: http://requesttracker.8502.n7.nabble.com/Adding-New-Status-option-tp57285p57291.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Horst.Kriegers at loro.ch Thu May 1 08:02:17 2014 From: Horst.Kriegers at loro.ch (Kriegers Horst) Date: Thu, 1 May 2014 12:02:17 +0000 Subject: [rt-users] External CustomFieldValues : Users from certain groups Message-ID: <49BFBF371580BE4A921A738E1E1C95C5199F6BCB@PSDAG02.office.loro.swiss> Hi List, I try to have only the users from certain groups in a custom field. My code doesn?t work. I need your help. Removing the ?WhoBelongToGroups? is OK, no error ans all users are available. RT version : 4.2.0 Thanks in advances. Horst local/lib/RT/CustomFieldValues/ADIUsers.pm ========================================================================= package RT::CustomFieldValues::ADIUsers; use strict; use warnings; use base qw(RT::CustomFieldValues::External); sub SourceDescription { return 'RT LoRo ADI users'; } sub ExternalValues { my $self = shift; my @res; my $i = 0; my $users = RT::Users->new( $self->CurrentUser ); $users->LimitToPrivileged; $users->WhoBelongToGroups{ Groups => {40}, IncludeSubgroupMembers => 0 }; $users->LimitToEnabled; while( my $user = $users->Next ) { push @res, { name => $user->Name.' ('.$user->RealName.')', description => $user->RealName, sortorder => $i++, }; } return \@res; } RT::Base->_ImportOverlays(); 1; ========================================================================== error log contains : ----------------------- [17114] [Thu May 1 11:56:08 2014] [error]: syntax error at /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 99, near "->WhoBelongToGroups{ " Global symbol "$users" requires explicit package name at /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 101. Global symbol "$users" requires explicit package name at /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 104. Global symbol "@res" requires explicit package name at /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 105. Global symbol "$i" requires explicit package name at /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 108. Global symbol "@res" requires explicit package name at /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 111. syntax error at /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 112, near "}" Compilation failed in require at (eval 791) line 2. Stack: [(eval 791):2] [/opt/rt4/local/html/Elements/EditCustomFieldSelect:161] [/opt/rt4/local/html/Elements/EditCustomFieldSelect:54] [/opt/rt4/share/html/Elements/EditCustomField:99] [/opt/rt4/share/html/Elements/EditCustomFields:65] [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:56] [/opt/rt4/share/html/Widgets/TitleBox:56] [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:57] [/opt/rt4/share/html/Ticket/Modify.html:66] [/opt/rt4/share/html/Ticket/autohandler:66] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] [/opt/rt4/local/html/autohandler:55] Stack: [/opt/rt4/sbin/../lib/RT/CustomField.pm:489] [/opt/rt4/local/html/Elements/EditCustomFieldSelect:161] [/opt/rt4/local/html/Elements/EditCustomFieldSelect:54] [/opt/rt4/share/html/Elements/EditCustomField:99] [/opt/rt4/share/html/Elements/EditCustomFields:65] [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:56] [/opt/rt4/share/html/Widgets/TitleBox:56] [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:57] [/opt/rt4/share/html/Ticket/Modify.html:66] [/opt/rt4/share/html/Ticket/autohandler:66] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] [/opt/rt4/local/html/autohandler:55] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211) Trace begun at /opt/rt4/sbin/../lib/RT.pm line 295 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x7fa4358d1470)', 'syntax error at /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 99, near "->WhoBelongToGroups{ "^JGlobal symbol "$users" requires explicit package name at /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 101.^JGlobal symbol "$users" requires explicit package name at /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 104.^JGlobal symbol "@res" requires explicit package name at /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 105.^JGlobal symbol "$i" requires explicit package name at /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 108.^JGlobal symbol "@res" requires explicit package name at /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 111.^Jsyntax error at /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 112, near "}"^JCompilation failed in require at (eval 791) line 2.^J^JStack:^J [(eval 791):2]^J [/opt/rt4/local/html/Elements/EditCustomFieldSelect:161]^J [/opt/rt4/local/html/Elements/EditCustomFieldSelect:54]^J [/opt/rt4/share/html/Elements/EditCustomField:99]^J [/opt/rt4/share/html/Elements/EditCustomFields:65]^J [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:56]^J [/opt/rt4/share/html/Widgets/TitleBox:56]^J [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:57]^J [/opt/rt4/share/html/Ticket/Modify.html:66]^J [/opt/rt4/share/html/Ticket/autohandler:66]^J [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]^J [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]^J [/opt/rt4/local/html/autohandler:55]^J^JStack:^J [/opt/rt4/sbin/../lib/RT/CustomField.pm:489]^J [/opt/rt4/local/html/Elements/EditCustomFieldSelect:161]^J [/opt/rt4/local/html/Elements/EditCustomFieldSelect:54]^J [/opt/rt4/share/html/Elements/EditCustomField:99]^J [/opt/rt4/share/html/Elements/EditCustomFields:65]^J [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:56]^J [/opt/rt4/share/html/Widgets/TitleBox:56]^J [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:57]^J [/opt/rt4/share/html/Ticket/Modify.html:66]^J [/opt/rt4/share/html/Ticket/autohandler:66]^J [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]^J [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]^J [/opt/rt4/local/html/autohandler:55]^J') called at /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 211 HTML::Mason::Exception::as_rt_error('HTML::Mason::Exception=HASH(0x7fa43a4693e8)') called at /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/Exceptions.pm line 282 HTML::Mason::Exception::as_string('HTML::Mason::Exception=HASH(0x7fa43a4693e8)', undef, '') called at /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/Request.pm line 570 HTML::Mason::Request::_handle_error('RT::Interface::Web::Request=HASH(0x7fa439c93e18)', 'HTML::Mason::Exception=HASH(0x7fa43a4693e8)') called at /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/Request.pm line 521 HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x7fa439c93e18)') called at /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/PSGIHandler.pm line 96 eval {...} at /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/PSGIHandler.pm line 96 HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x7fa439c93e18)') called at /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/Interp.pm line 345 HTML::Mason::Interp::exec(undef, undef, 'id', 71439) called at /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/PSGIHandler.pm line 59 eval {...} at /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/PSGIHandler.pm line 59 HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HASH(0x7fa439c944d8)', 'HASH(0x7fa439710878)', 'HASH(0x7fa433513760)') called at /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/PSGIHandler/Streamy.pm line 52 HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x7fa439f15778)') called at /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 307 RT::Interface::Web::Handler::__ANON__('CODE(0x7fa439f15778)') called at /opt/perl-5.18.1/lib/site_perl/5.18.1/Plack/Util.pm line 301 Plack::Util::__ANON__('CODE(0x7fa439e88fe0)') called at /opt/perl-5.18.1/lib/site_perl/5.18.1/Plack/Handler/Apache2.pm line 89 Plack::Handler::Apache2::call_app('Plack::Handler::Apache2', 'Apache2::RequestRec=SCALAR(0x7fa431f70f50)', 'CODE(0x7fa439e2b0f8)') called at /opt/perl-5.18.1/lib/site_perl/5.18.1/Plack/Handler/Apache2.pm line 126 Plack::Handler::Apache2::handler('Apache2::RequestRec=SCALAR(0x7fa431f70f50)') called at -e line 0 eval {...} at -e line 0 ________________________________ Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit. ________________________________ Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way. ________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu May 1 13:10:34 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 1 May 2014 13:10:34 -0400 Subject: [rt-users] External CustomFieldValues : Users from certain groups In-Reply-To: <49BFBF371580BE4A921A738E1E1C95C5199F6BCB@PSDAG02.office.loro.swiss> References: <49BFBF371580BE4A921A738E1E1C95C5199F6BCB@PSDAG02.office.loro.swiss> Message-ID: <20140501171034.GF2908@jibsheet.com> On Thu, May 01, 2014 at 12:02:17PM +0000, Kriegers Horst wrote: > > I try to have only the users from certain groups in a custom field. > My code doesn't work. I need your help. > Removing the "WhoBelongToGroups" is OK, no error ans all users are available. > > $users->WhoBelongToGroups{ Groups => {40}, IncludeSubgroupMembers => 0 }; You have two errors Methods in perl are called with () not {} The Groups argument takes an arrayref not a hashref $users->WhoBelongToGroups( Groups => [40], IncludeSubgroupMembers => 0 _; -kevin > error log contains : > > ----------------------- > > [17114] [Thu May 1 11:56:08 2014] [error]: syntax error at > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 99, near > "->WhoBelongToGroups{ " > > Global symbol "$users" requires explicit package name at > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 101. > > Global symbol "$users" requires explicit package name at > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 104. > > Global symbol "@res" requires explicit package name at > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 105. > > Global symbol "$i" requires explicit package name at > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 108. > > Global symbol "@res" requires explicit package name at > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 111. > > syntax error at /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 112, near "}" > > Compilation failed in require at (eval 791) line 2. > > > > Stack: > > [(eval 791):2] > > [/opt/rt4/local/html/Elements/EditCustomFieldSelect:161] > > [/opt/rt4/local/html/Elements/EditCustomFieldSelect:54] > > [/opt/rt4/share/html/Elements/EditCustomField:99] > > [/opt/rt4/share/html/Elements/EditCustomFields:65] > > [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:56] > > [/opt/rt4/share/html/Widgets/TitleBox:56] > > [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:57] > > [/opt/rt4/share/html/Ticket/Modify.html:66] > > [/opt/rt4/share/html/Ticket/autohandler:66] > > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] > > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] > > [/opt/rt4/local/html/autohandler:55] > > > > Stack: > > [/opt/rt4/sbin/../lib/RT/CustomField.pm:489] > > [/opt/rt4/local/html/Elements/EditCustomFieldSelect:161] > > [/opt/rt4/local/html/Elements/EditCustomFieldSelect:54] > > [/opt/rt4/share/html/Elements/EditCustomField:99] > > [/opt/rt4/share/html/Elements/EditCustomFields:65] > > [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:56] > > [/opt/rt4/share/html/Widgets/TitleBox:56] > > [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:57] > > [/opt/rt4/share/html/Ticket/Modify.html:66] > > [/opt/rt4/share/html/Ticket/autohandler:66] > > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] > > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] > > [/opt/rt4/local/html/autohandler:55] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211) > > Trace begun at /opt/rt4/sbin/../lib/RT.pm line 295 > > Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x7fa4358d1470)', 'syntax error at > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 99, near > "->WhoBelongToGroups{ "^JGlobal symbol "$users" requires explicit package name at > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 101.^JGlobal symbol "$users" > requires explicit package name at /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm > line 104.^JGlobal symbol "@res" requires explicit package name at > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 105.^JGlobal symbol "$i" > requires explicit package name at /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm > line 108.^JGlobal symbol "@res" requires explicit package name at > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 111.^Jsyntax error at > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 112, near "}"^JCompilation > failed in require at (eval 791) line 2.^J^JStack:^J [(eval 791):2]^J > [/opt/rt4/local/html/Elements/EditCustomFieldSelect:161]^J > [/opt/rt4/local/html/Elements/EditCustomFieldSelect:54]^J > [/opt/rt4/share/html/Elements/EditCustomField:99]^J > [/opt/rt4/share/html/Elements/EditCustomFields:65]^J > [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:56]^J > [/opt/rt4/share/html/Widgets/TitleBox:56]^J > [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:57]^J > [/opt/rt4/share/html/Ticket/Modify.html:66]^J [/opt/rt4/share/html/Ticket/autohandler:66]^J > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]^J > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]^J > [/opt/rt4/local/html/autohandler:55]^J^JStack:^J > [/opt/rt4/sbin/../lib/RT/CustomField.pm:489]^J > [/opt/rt4/local/html/Elements/EditCustomFieldSelect:161]^J > [/opt/rt4/local/html/Elements/EditCustomFieldSelect:54]^J > [/opt/rt4/share/html/Elements/EditCustomField:99]^J > [/opt/rt4/share/html/Elements/EditCustomFields:65]^J > [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:56]^J > [/opt/rt4/share/html/Widgets/TitleBox:56]^J > [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:57]^J > [/opt/rt4/share/html/Ticket/Modify.html:66]^J [/opt/rt4/share/html/Ticket/autohandler:66]^J > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]^J > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]^J [/opt/rt4/local/html/autohandler:55]^J') > called at /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 211 > > HTML::Mason::Exception::as_rt_error('HTML::Mason::Exception=HASH(0x7fa43a4693e8)') called at > /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/Exceptions.pm line 282 > > HTML::Mason::Exception::as_string('HTML::Mason::Exception=HASH(0x7fa43a4693e8)', undef, '') > called at /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/Request.pm line 570 > > HTML::Mason::Request::_handle_error('RT::Interface::Web::Request=HASH(0x7fa439c93e18)', > 'HTML::Mason::Exception=HASH(0x7fa43a4693e8)') called at > /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/Request.pm line 521 > > HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x7fa439c93e18)') called at > /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/PSGIHandler.pm line 96 > > eval {...} at /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/PSGIHandler.pm line 96 > > HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x7fa439c93e18)') called at > /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/Interp.pm line 345 > > HTML::Mason::Interp::exec(undef, undef, 'id', 71439) called at > /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/PSGIHandler.pm line 59 > > eval {...} at /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/PSGIHandler.pm line 59 > > HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HASH(0x7fa439c944d8)', > 'HASH(0x7fa439710878)', 'HASH(0x7fa433513760)') called at > /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/PSGIHandler/Streamy.pm line 52 > > HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x7fa439f15778)') called at > /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 307 > > RT::Interface::Web::Handler::__ANON__('CODE(0x7fa439f15778)') called at > /opt/perl-5.18.1/lib/site_perl/5.18.1/Plack/Util.pm line 301 > > Plack::Util::__ANON__('CODE(0x7fa439e88fe0)') called at > /opt/perl-5.18.1/lib/site_perl/5.18.1/Plack/Handler/Apache2.pm line 89 > > Plack::Handler::Apache2::call_app('Plack::Handler::Apache2', > 'Apache2::RequestRec=SCALAR(0x7fa431f70f50)', 'CODE(0x7fa439e2b0f8)') called at > /opt/perl-5.18.1/lib/site_perl/5.18.1/Plack/Handler/Apache2.pm line 126 > > Plack::Handler::Apache2::handler('Apache2::RequestRec=SCALAR(0x7fa431f70f50)') called at -e > line 0 > > eval {...} at -e line 0 > > > > > > > > > > > > ---------------------------------------------------------------------------------------------- > > Note Importante: Le contenu de ce courriel est uniquement reserve ? la personne ou l'organisme > ? qui il est destine. Si vous n'etes pas le destinataire prevu, veuillez nous en informer au > plus vite et detruire le present courriel. Dans ce cas, il ne vous est pas permis de copier ce > courriel, de le distribuer ou de l'utiliser de quelque maniere que ce soit. > > ---------------------------------------------------------------------------------------------- > > Important Notice: The content of this e-mail is intended only and solely for the use of the > named recipient or organization. If you are not the named recipient, please inform us > immediately and delete the present e-mail. In this case, you are not allowed to copy, > distribute or use this e-mail in any way. > > ---------------------------------------------------------------------------------------------- > -- > RT Training - Dallas May 20-21 > http://bestpractical.com/training -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From Horst.Kriegers at loro.ch Fri May 2 01:21:28 2014 From: Horst.Kriegers at loro.ch (Kriegers Horst) Date: Fri, 2 May 2014 05:21:28 +0000 Subject: [rt-users] External CustomFieldValues : Users from certain groups Message-ID: <49BFBF371580BE4A921A738E1E1C95C5199F6FF8@PSDAG02.office.loro.swiss> Thank you very much :) Horst > -----Message d'origine----- > De : rt-users [mailto:rt-users-bounces at lists.bestpractical.com] De la part de > Kevin Falcone > Envoy? : jeudi 1 mai 2014 19:11 > ? : rt-users at lists.bestpractical.com > Objet : Re: [rt-users] External CustomFieldValues : Users from certain groups > > On Thu, May 01, 2014 at 12:02:17PM +0000, Kriegers Horst wrote: > > > > I try to have only the users from certain groups in a custom field. > > My code doesn't work. I need your help. > > Removing the "WhoBelongToGroups" is OK, no error ans all users are > available. > > > > $users->WhoBelongToGroups{ Groups => {40}, > > IncludeSubgroupMembers => 0 }; > > You have two errors > > Methods in perl are called with () not {} The Groups argument takes an > arrayref not a hashref > > > $users->WhoBelongToGroups( Groups => [40], > IncludeSubgroupMembers => 0 _; > > -kevin > > > error log contains : > > > > ----------------------- > > > > [17114] [Thu May 1 11:56:08 2014] [error]: syntax error at > > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 99, > near > > "->WhoBelongToGroups{ " > > > > Global symbol "$users" requires explicit package name at > > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 101. > > > > Global symbol "$users" requires explicit package name at > > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 104. > > > > Global symbol "@res" requires explicit package name at > > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 105. > > > > Global symbol "$i" requires explicit package name at > > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 108. > > > > Global symbol "@res" requires explicit package name at > > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 111. > > > > syntax error at > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 112, near > "}" > > > > Compilation failed in require at (eval 791) line 2. > > > > > > > > Stack: > > > > [(eval 791):2] > > > > [/opt/rt4/local/html/Elements/EditCustomFieldSelect:161] > > > > [/opt/rt4/local/html/Elements/EditCustomFieldSelect:54] > > > > [/opt/rt4/share/html/Elements/EditCustomField:99] > > > > [/opt/rt4/share/html/Elements/EditCustomFields:65] > > > > [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:56] > > > > [/opt/rt4/share/html/Widgets/TitleBox:56] > > > > [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:57] > > > > [/opt/rt4/share/html/Ticket/Modify.html:66] > > > > [/opt/rt4/share/html/Ticket/autohandler:66] > > > > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] > > > > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] > > > > [/opt/rt4/local/html/autohandler:55] > > > > > > > > Stack: > > > > [/opt/rt4/sbin/../lib/RT/CustomField.pm:489] > > > > [/opt/rt4/local/html/Elements/EditCustomFieldSelect:161] > > > > [/opt/rt4/local/html/Elements/EditCustomFieldSelect:54] > > > > [/opt/rt4/share/html/Elements/EditCustomField:99] > > > > [/opt/rt4/share/html/Elements/EditCustomFields:65] > > > > [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:56] > > > > [/opt/rt4/share/html/Widgets/TitleBox:56] > > > > [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:57] > > > > [/opt/rt4/share/html/Ticket/Modify.html:66] > > > > [/opt/rt4/share/html/Ticket/autohandler:66] > > > > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] > > > > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] > > > > [/opt/rt4/local/html/autohandler:55] > > (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211) > > > > Trace begun at /opt/rt4/sbin/../lib/RT.pm line 295 > > > > Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x7fa4358d1470)', > 'syntax error at > > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 99, > near > > "->WhoBelongToGroups{ "^JGlobal symbol "$users" requires explicit > package name at > > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line > 101.^JGlobal symbol "$users" > > requires explicit package name at > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm > > line 104.^JGlobal symbol "@res" requires explicit package name at > > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line > 105.^JGlobal symbol "$i" > > requires explicit package name at > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm > > line 108.^JGlobal symbol "@res" requires explicit package name at > > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line > 111.^Jsyntax error at > > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 112, > near "}"^JCompilation > > failed in require at (eval 791) line 2.^J^JStack:^J [(eval 791):2]^J > > [/opt/rt4/local/html/Elements/EditCustomFieldSelect:161]^J > > [/opt/rt4/local/html/Elements/EditCustomFieldSelect:54]^J > > [/opt/rt4/share/html/Elements/EditCustomField:99]^J > > [/opt/rt4/share/html/Elements/EditCustomFields:65]^J > > [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:56]^J > > [/opt/rt4/share/html/Widgets/TitleBox:56]^J > > [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:57]^J > > [/opt/rt4/share/html/Ticket/Modify.html:66]^J > [/opt/rt4/share/html/Ticket/autohandler:66]^J > > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]^J > > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]^J > > [/opt/rt4/local/html/autohandler:55]^J^JStack:^J > > [/opt/rt4/sbin/../lib/RT/CustomField.pm:489]^J > > [/opt/rt4/local/html/Elements/EditCustomFieldSelect:161]^J > > [/opt/rt4/local/html/Elements/EditCustomFieldSelect:54]^J > > [/opt/rt4/share/html/Elements/EditCustomField:99]^J > > [/opt/rt4/share/html/Elements/EditCustomFields:65]^J > > [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:56]^J > > [/opt/rt4/share/html/Widgets/TitleBox:56]^J > > [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:57]^J > > [/opt/rt4/share/html/Ticket/Modify.html:66]^J > [/opt/rt4/share/html/Ticket/autohandler:66]^J > > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]^J > > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]^J > [/opt/rt4/local/html/autohandler:55]^J') > > called at /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 211 > > > > > HTML::Mason::Exception::as_rt_error('HTML::Mason::Exception=HASH(0x7f > a43a4693e8)') called at > > /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/Exceptions.pm line > > 282 > > > > > HTML::Mason::Exception::as_string('HTML::Mason::Exception=HASH(0x7fa4 > 3a4693e8)', undef, '') > > called at > > /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/Request.pm line 570 > > > > > HTML::Mason::Request::_handle_error('RT::Interface::Web::Request=HASH > (0x7fa439c93e18)', > > 'HTML::Mason::Exception=HASH(0x7fa43a4693e8)') called at > > /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/Request.pm line > > 521 > > > > > HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x7fa439 > c93e18)') called at > > /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/PSGIHandler.pm > > line 96 > > > > eval {...} at > > /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/PSGIHandler.pm line > > 96 > > > > > HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x7 > fa439c93e18)') called at > > /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/Interp.pm line 345 > > > > HTML::Mason::Interp::exec(undef, undef, 'id', 71439) called at > > /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/PSGIHandler.pm > > line 59 > > > > eval {...} at > > /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/PSGIHandler.pm line > > 59 > > > > > HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::St > reamy=HASH(0x7fa439c944d8)', > > 'HASH(0x7fa439710878)', 'HASH(0x7fa433513760)') called at > > > > /opt/perl- > 5.18.1/lib/site_perl/5.18.1/HTML/Mason/PSGIHandler/Streamy.p > > m line 52 > > > > > HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x7fa439f15778)') > called at > > /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 307 > > > > RT::Interface::Web::Handler::__ANON__('CODE(0x7fa439f15778)') called > at > > /opt/perl-5.18.1/lib/site_perl/5.18.1/Plack/Util.pm line 301 > > > > Plack::Util::__ANON__('CODE(0x7fa439e88fe0)') called at > > /opt/perl-5.18.1/lib/site_perl/5.18.1/Plack/Handler/Apache2.pm line > > 89 > > > > Plack::Handler::Apache2::call_app('Plack::Handler::Apache2', > > 'Apache2::RequestRec=SCALAR(0x7fa431f70f50)', > 'CODE(0x7fa439e2b0f8)') called at > > /opt/perl-5.18.1/lib/site_perl/5.18.1/Plack/Handler/Apache2.pm line > > 126 > > > > > Plack::Handler::Apache2::handler('Apache2::RequestRec=SCALAR(0x7fa431f > 70f50)') called at -e > > line 0 > > > > eval {...} at -e line 0 > > > > > > > > > > > > > > > > > > > > > > > > > > ---------------------------------------------------------------------- > > ------------------------ > > > > Note Importante: Le contenu de ce courriel est uniquement reserve la > personne ou l'organisme > > qui il est destine. Si vous n'etes pas le destinataire prevu, veuillez nous > en informer au > > plus vite et detruire le present courriel. Dans ce cas, il ne vous est pas > permis de copier ce > > courriel, de le distribuer ou de l'utiliser de quelque maniere que ce soit. > > > > > > ---------------------------------------------------------------------- > > ------------------------ > > > > Important Notice: The content of this e-mail is intended only and solely > for the use of the > > named recipient or organization. If you are not the named recipient, > please inform us > > immediately and delete the present e-mail. In this case, you are not > allowed to copy, > > distribute or use this e-mail in any way. > > > > > > ---------------------------------------------------------------------- > > ------------------------ > > > -- > > RT Training - Dallas May 20-21 > > http://bestpractical.com/training ________________________________ Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit. ________________________________ Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way. ________________________________ From kcreasy at aph.org Fri May 2 09:42:44 2014 From: kcreasy at aph.org (Keith Creasy) Date: Fri, 2 May 2014 13:42:44 +0000 Subject: [rt-users] Help adding accessibility features to the RT HTML interface Message-ID: <0CCA574EA07BCC48BB2161AADC8B92B784EEB0@WINSRVEX10.aph.org> Hi. In our department we have several blind users. I'd like to add accessibility features; shortcut keys, WAI ARIA regions, headings, etc. to the RT web interface. Surely this is documented somewhere. Can someone please point me to how one customizes the HTML used for the RT interface? Thank you. Keith -------------- next part -------------- An HTML attachment was scrubbed... URL: From guadagnino.cristiano at creval.it Fri May 2 11:11:12 2014 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Fri, 2 May 2014 15:11:12 +0000 Subject: [rt-users] Prevent users from re-opening old tickets In-Reply-To: References: Message-ID: <1399043606.7708.8.camel@sodba003.d1.bkd> Hi Mathew. We have a script configured so that users cannot reopen a ticket when it has been closed for more than a week. I believe I got some help, in configuring it, from an article on the wiki, but I have been unable to find it again. So I wrote my own article. Here it is: http://requesttracker.wikia.com/wiki/Conditional_Reopen_Reject I hope this helps! Bye Cris Il giorno mer, 30/04/2014 alle 17.47 -1000, Mathew Snyder ha scritto: A customer has requested a modification to their RT installation such that tickets which are 30 days or more old cannot be reopened. I'm aware of the ForkIntoNewTicket scrip. Has anyone ever configured/modified this to use a time constraint? -Mathew "When you do things right, people won't be sure you've done anything at all." - God; Futurama "We'll get along much better once you accept that you're wrong and neither am I." - Me -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathew.snyder at gmail.com Fri May 2 15:27:46 2014 From: mathew.snyder at gmail.com (Mathew Snyder) Date: Fri, 2 May 2014 09:27:46 -1000 Subject: [rt-users] Prevent users from re-opening old tickets In-Reply-To: <1399043606.7708.8.camel@sodba003.d1.bkd> References: <1399043606.7708.8.camel@sodba003.d1.bkd> Message-ID: This appears to be exactly what my customer is looking for. Grazie mille. -Mathew "When you do things right, people won't be sure you've done anything at all." - God; Futurama "We'll get along much better once you accept that you're wrong and neither am I." - Me On Fri, May 2, 2014 at 5:11 AM, Guadagnino Cristiano < guadagnino.cristiano at creval.it> wrote: > Hi Mathew. > We have a script configured so that users cannot reopen a ticket when it > has been closed for more than a week. > I believe I got some help, in configuring it, from an article on the wiki, > but I have been unable to find it again. > > So I wrote my own article. Here it is: > http://requesttracker.wikia.com/wiki/Conditional_Reopen_Reject > > I hope this helps! > > Bye > Cris > > > > Il giorno mer, 30/04/2014 alle 17.47 -1000, Mathew Snyder ha scritto: > > A customer has requested a modification to their RT installation such that > tickets which are 30 days or more old cannot be reopened. I'm aware of the > ForkIntoNewTicket scrip. Has anyone ever configured/modified this to use a > time constraint? > > > -Mathew > > "When you do things right, people won't be sure you've done anything at > all." - God; Futurama > > > > "We'll get along much better once you accept that you're wrong and > neither am I." - Me > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at iweb.com Fri May 2 16:52:06 2014 From: lstewart at iweb.com (Landon Stewart) Date: Fri, 2 May 2014 13:52:06 -0700 Subject: [rt-users] Sorting by the value of a custom field in search results *numerically* Message-ID: Hello, It seems that the sorting by custom field in search results is always done alphabetically. For example sorting by CF that contains only integers in descending order: 4 3 2 11 1 Is there a way to sort search results by custom field numerically? -- Landon Stewart :: lstewart at iweb.com Lead Specialist, Abuse and Security Management Sp?cialiste principal, gestion des abus et s?curit? http://iweb.com :: +1 (888) 909-4932 -------------- next part -------------- An HTML attachment was scrubbed... URL: From dominic.hargreaves at it.ox.ac.uk Mon May 5 07:46:39 2014 From: dominic.hargreaves at it.ox.ac.uk (Dominic Hargreaves) Date: Mon, 5 May 2014 12:46:39 +0100 Subject: [rt-users] RT 4.2 packages in Debian experimental; RT debian users in general In-Reply-To: <20140323133641.GA9599@stranger-here-myself.oucs.ox.ac.uk> References: <20140323133641.GA9599@stranger-here-myself.oucs.ox.ac.uk> Message-ID: <20140505114639.GA26324@stranger-here-myself.oucs.ox.ac.uk> On Sun, Mar 23, 2014 at 01:36:41PM +0000, Dominic Hargreaves wrote: > Hi all, > > I meant to send this round a while ago but evidently forgot. > RT 4.2 has been in Debian experimental for a few weeks and I'm looking > for testers and general feedback, especially if you are familar with > RT in Debian already. Please bear in mind that experimental means > experimental, and although I think the packages are close to being > ready, they still might eat your data. > > I'm especially interested in hearing how upgrades (in test environments) > from your RT 4.0 installs work out. > > I'm also interested in hearing about people who are using RT > from wheezy-backports; in particular whether you would be interested in > RT 4.2 appearing there soon, or whether you would want to stick with > RT 4.0. This might affect how we manage the release of RT4.2 into the > world. The most likely scenario is that RT 4.2 is released as > request-tracker4, as per the experimental packages, which somewhat > cuts of the maintenance path for RT 4.0 in wheezy-backports - but > we could look at providing a separate semi-official repository for people > who want to RT 4.0. > > If you send feedback to the list, please copy me in at dom at debian.org. request-tracker4 4.2.3-2 has now been uploaded to Debian unstable and should migrate to testing after 10 days if no serious problems are found. All the above about wheezy-backports still applies. All of the core dependencies of RT 4.2 are now in wheezy-backports so you can test out the 4.2.3-2 by downloading the .deb files manually and then running apt-get -f install to resolve the missing dependencies (I don't recommend doing this on a production system!) Dominic. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: Digital signature URL: From elacour at easter-eggs.com Mon May 5 08:21:28 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 5 May 2014 14:21:28 +0200 Subject: [rt-users] Sorting by the value of a custom field in search results *numerically* In-Reply-To: References: Message-ID: <20140505122128.GB4907@easter-eggs.com> On Fri, May 02, 2014 at 01:52:06PM -0700, Landon Stewart wrote: > Hello, > It seems that the sorting by custom field in search results is always done > alphabetically. ? > For example sorting by CF that contains only integers in descending order: > 4 > 3 > 2 > 11 > 1 > Is there a way to sort search results by custom field numerically? > I use the attached patch for 4.2.3 (not very efficient, but it works). -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com -------------- next part -------------- A non-text attachment was scrubbed... Name: cf-sort.patch Type: text/x-diff Size: 1928 bytes Desc: not available URL: From elacour at easter-eggs.com Mon May 5 08:23:16 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 5 May 2014 14:23:16 +0200 Subject: [rt-users] Sorting by the value of a custom field in search results *numerically* In-Reply-To: <20140505122128.GB4907@easter-eggs.com> References: <20140505122128.GB4907@easter-eggs.com> Message-ID: <20140505122315.GC4907@easter-eggs.com> On Mon, May 05, 2014 at 02:21:28PM +0200, Emmanuel Lacour wrote: > On Fri, May 02, 2014 at 01:52:06PM -0700, Landon Stewart wrote: > > Hello, > > It seems that the sorting by custom field in search results is always done > > alphabetically. ? > > For example sorting by CF that contains only integers in descending order: > > 4 > > 3 > > 2 > > 11 > > 1 > > Is there a way to sort search results by custom field numerically? > > > > > I use the attached patch for 4.2.3 (not very efficient, but it works). > I misread your email, my patch just fix sorting on CF edit pages, not in search results. -- 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 Horst.Kriegers at loro.ch Mon May 5 08:40:20 2014 From: Horst.Kriegers at loro.ch (Kriegers Horst) Date: Mon, 5 May 2014 12:40:20 +0000 Subject: [rt-users] External CustomFieldValues : Users from certain groups Message-ID: <49BFBF371580BE4A921A738E1E1C95C5199F73D8@PSDAG02.office.loro.swiss> Hello, It's possible to filter over more than one group ? $users->WhoBelongToGroups( Groups => [40] ....... Thanks Horst > -----Message d'origine----- > De : rt-users [mailto:rt-users-bounces at lists.bestpractical.com] De la part de > Kevin Falcone > Envoy? : jeudi 1 mai 2014 19:11 > ? : rt-users at lists.bestpractical.com > Objet : Re: [rt-users] External CustomFieldValues : Users from certain groups > > On Thu, May 01, 2014 at 12:02:17PM +0000, Kriegers Horst wrote: > > > > I try to have only the users from certain groups in a custom field. > > My code doesn't work. I need your help. > > Removing the "WhoBelongToGroups" is OK, no error ans all users are > available. > > > > $users->WhoBelongToGroups{ Groups => {40}, > > IncludeSubgroupMembers => 0 }; > > You have two errors > > Methods in perl are called with () not {} The Groups argument takes an > arrayref not a hashref > > > $users->WhoBelongToGroups( Groups => [40], > IncludeSubgroupMembers => 0 _; > > -kevin > > > error log contains : > > > > ----------------------- > > > > [17114] [Thu May 1 11:56:08 2014] [error]: syntax error at > > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 99, > near > > "->WhoBelongToGroups{ " > > > > Global symbol "$users" requires explicit package name at > > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 101. > > > > Global symbol "$users" requires explicit package name at > > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 104. > > > > Global symbol "@res" requires explicit package name at > > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 105. > > > > Global symbol "$i" requires explicit package name at > > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 108. > > > > Global symbol "@res" requires explicit package name at > > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 111. > > > > syntax error at > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 112, near > "}" > > > > Compilation failed in require at (eval 791) line 2. > > > > > > > > Stack: > > > > [(eval 791):2] > > > > [/opt/rt4/local/html/Elements/EditCustomFieldSelect:161] > > > > [/opt/rt4/local/html/Elements/EditCustomFieldSelect:54] > > > > [/opt/rt4/share/html/Elements/EditCustomField:99] > > > > [/opt/rt4/share/html/Elements/EditCustomFields:65] > > > > [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:56] > > > > [/opt/rt4/share/html/Widgets/TitleBox:56] > > > > [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:57] > > > > [/opt/rt4/share/html/Ticket/Modify.html:66] > > > > [/opt/rt4/share/html/Ticket/autohandler:66] > > > > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] > > > > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] > > > > [/opt/rt4/local/html/autohandler:55] > > > > > > > > Stack: > > > > [/opt/rt4/sbin/../lib/RT/CustomField.pm:489] > > > > [/opt/rt4/local/html/Elements/EditCustomFieldSelect:161] > > > > [/opt/rt4/local/html/Elements/EditCustomFieldSelect:54] > > > > [/opt/rt4/share/html/Elements/EditCustomField:99] > > > > [/opt/rt4/share/html/Elements/EditCustomFields:65] > > > > [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:56] > > > > [/opt/rt4/share/html/Widgets/TitleBox:56] > > > > [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:57] > > > > [/opt/rt4/share/html/Ticket/Modify.html:66] > > > > [/opt/rt4/share/html/Ticket/autohandler:66] > > > > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] > > > > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] > > > > [/opt/rt4/local/html/autohandler:55] > > (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211) > > > > Trace begun at /opt/rt4/sbin/../lib/RT.pm line 295 > > > > Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x7fa4358d1470)', > 'syntax error at > > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 99, > near > > "->WhoBelongToGroups{ "^JGlobal symbol "$users" requires explicit > package name at > > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line > 101.^JGlobal symbol "$users" > > requires explicit package name at > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm > > line 104.^JGlobal symbol "@res" requires explicit package name at > > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line > 105.^JGlobal symbol "$i" > > requires explicit package name at > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm > > line 108.^JGlobal symbol "@res" requires explicit package name at > > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line > 111.^Jsyntax error at > > /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 112, > near "}"^JCompilation > > failed in require at (eval 791) line 2.^J^JStack:^J [(eval 791):2]^J > > [/opt/rt4/local/html/Elements/EditCustomFieldSelect:161]^J > > [/opt/rt4/local/html/Elements/EditCustomFieldSelect:54]^J > > [/opt/rt4/share/html/Elements/EditCustomField:99]^J > > [/opt/rt4/share/html/Elements/EditCustomFields:65]^J > > [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:56]^J > > [/opt/rt4/share/html/Widgets/TitleBox:56]^J > > [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:57]^J > > [/opt/rt4/share/html/Ticket/Modify.html:66]^J > [/opt/rt4/share/html/Ticket/autohandler:66]^J > > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]^J > > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]^J > > [/opt/rt4/local/html/autohandler:55]^J^JStack:^J > > [/opt/rt4/sbin/../lib/RT/CustomField.pm:489]^J > > [/opt/rt4/local/html/Elements/EditCustomFieldSelect:161]^J > > [/opt/rt4/local/html/Elements/EditCustomFieldSelect:54]^J > > [/opt/rt4/share/html/Elements/EditCustomField:99]^J > > [/opt/rt4/share/html/Elements/EditCustomFields:65]^J > > [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:56]^J > > [/opt/rt4/share/html/Widgets/TitleBox:56]^J > > [/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:57]^J > > [/opt/rt4/share/html/Ticket/Modify.html:66]^J > [/opt/rt4/share/html/Ticket/autohandler:66]^J > > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]^J > > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]^J > [/opt/rt4/local/html/autohandler:55]^J') > > called at /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 211 > > > > > HTML::Mason::Exception::as_rt_error('HTML::Mason::Exception=HASH(0x7f > a43a4693e8)') called at > > /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/Exceptions.pm line > > 282 > > > > > HTML::Mason::Exception::as_string('HTML::Mason::Exception=HASH(0x7fa4 > 3a4693e8)', undef, '') > > called at > > /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/Request.pm line 570 > > > > > HTML::Mason::Request::_handle_error('RT::Interface::Web::Request=HASH > (0x7fa439c93e18)', > > 'HTML::Mason::Exception=HASH(0x7fa43a4693e8)') called at > > /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/Request.pm line > > 521 > > > > > HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x7fa439 > c93e18)') called at > > /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/PSGIHandler.pm > > line 96 > > > > eval {...} at > > /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/PSGIHandler.pm line > > 96 > > > > > HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x7 > fa439c93e18)') called at > > /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/Interp.pm line 345 > > > > HTML::Mason::Interp::exec(undef, undef, 'id', 71439) called at > > /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/PSGIHandler.pm > > line 59 > > > > eval {...} at > > /opt/perl-5.18.1/lib/site_perl/5.18.1/HTML/Mason/PSGIHandler.pm line > > 59 > > > > > HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::St > reamy=HASH(0x7fa439c944d8)', > > 'HASH(0x7fa439710878)', 'HASH(0x7fa433513760)') called at > > > > /opt/perl- > 5.18.1/lib/site_perl/5.18.1/HTML/Mason/PSGIHandler/Streamy.p > > m line 52 > > > > > HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x7fa439f15778)') > called at > > /opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm line 307 > > > > RT::Interface::Web::Handler::__ANON__('CODE(0x7fa439f15778)') called > at > > /opt/perl-5.18.1/lib/site_perl/5.18.1/Plack/Util.pm line 301 > > > > Plack::Util::__ANON__('CODE(0x7fa439e88fe0)') called at > > /opt/perl-5.18.1/lib/site_perl/5.18.1/Plack/Handler/Apache2.pm line > > 89 > > > > Plack::Handler::Apache2::call_app('Plack::Handler::Apache2', > > 'Apache2::RequestRec=SCALAR(0x7fa431f70f50)', > 'CODE(0x7fa439e2b0f8)') called at > > /opt/perl-5.18.1/lib/site_perl/5.18.1/Plack/Handler/Apache2.pm line > > 126 > > > > > Plack::Handler::Apache2::handler('Apache2::RequestRec=SCALAR(0x7fa431f > 70f50)') called at -e > > line 0 > > > > eval {...} at -e line 0 > > > > > > > > > > > > > > > > > > > > > > > > > > ---------------------------------------------------------------------- > > ------------------------ > > > > Note Importante: Le contenu de ce courriel est uniquement reserve la > personne ou l'organisme > > qui il est destine. Si vous n'etes pas le destinataire prevu, veuillez nous > en informer au > > plus vite et detruire le present courriel. Dans ce cas, il ne vous est pas > permis de copier ce > > courriel, de le distribuer ou de l'utiliser de quelque maniere que ce soit. > > > > > > ---------------------------------------------------------------------- > > ------------------------ > > > > Important Notice: The content of this e-mail is intended only and solely > for the use of the > > named recipient or organization. If you are not the named recipient, > please inform us > > immediately and delete the present e-mail. In this case, you are not > allowed to copy, > > distribute or use this e-mail in any way. > > > > > > ---------------------------------------------------------------------- > > ------------------------ > > > -- > > RT Training - Dallas May 20-21 > > http://bestpractical.com/training ________________________________ Note Importante: Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit. ________________________________ Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way. ________________________________ From bparish at cognex.com Mon May 5 12:36:33 2014 From: bparish at cognex.com (Parish, Brent) Date: Mon, 5 May 2014 12:36:33 -0400 Subject: [rt-users] Sorting by the value of a custom field in search results *numerically* In-Reply-To: <20140505122315.GC4907@easter-eggs.com> References: <20140505122128.GB4907@easter-eggs.com> <20140505122315.GC4907@easter-eggs.com> Message-ID: <6265B2EB12D194469B958F2E703D81831F6255B858@viper.pc.cognex.com> This is because the custom field values are stored as varchar or text in the database. I added a feature request (http://issues.bestpractical.com/Ticket/Display.html?id=29638) for it. - Brent -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel Lacour Sent: Monday, May 05, 2014 8:23 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Sorting by the value of a custom field in search results *numerically* On Mon, May 05, 2014 at 02:21:28PM +0200, Emmanuel Lacour wrote: > On Fri, May 02, 2014 at 01:52:06PM -0700, Landon Stewart wrote: > > Hello, > > It seems that the sorting by custom field in search results is always done > > alphabetically. ? > > For example sorting by CF that contains only integers in descending order: > > 4 > > 3 > > 2 > > 11 > > 1 > > Is there a way to sort search results by custom field numerically? > > > > > I use the attached patch for 4.2.3 (not very efficient, but it works). > I misread your email, my patch just fix sorting on CF edit pages, not in search results. -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com -- RT Training - Dallas May 20-21 http://bestpractical.com/training From web at roosen.in Mon May 5 14:05:40 2014 From: web at roosen.in (Nicolas) Date: Mon, 5 May 2014 20:05:40 +0200 Subject: [rt-users] Upgrade from 4.2.1 to 4.2.3 - no more outgoing e-mails In-Reply-To: <20140430175646.GD2908@jibsheet.com> References: <535FD429.4000903@roosen.in> <20140430175646.GD2908@jibsheet.com> Message-ID: <20140505200540.00005f70@roosen.in> On Wed, 30 Apr 2014 13:56:46 -0400 Kevin Falcone wrote: > On Tue, Apr 29, 2014 at 06:32:41PM +0200, Web wrote: > > The *only* problem I have now, is that no e-mail goes out from the > > RT server. Nada. > > > > I can create tickets by sending e-mails to the RT server, I can > > browse the ticket through the web interface, I can reply, comment, > > do whatever on tickets, but no e-mail are sent. > > > > I've attached a debug file of a ticket reply action. All I see is > > "No recipients found for deferred delivery on transaction". > > > So I guess that my problem lies around this message, but I have no > > clue where to search next in order to solve this ... > > > All this message means is that there were no users who had to be > marked to send mail later. It is not your problem. > > > Any hint would be appreciated :) > > If RT appears to be generating email (and it certainly does appear to > be generating email) I would be reading mail logs. > > You can use the Message-ID fields in the logs to match up with your > mail logs. Hello, well the problem was that I had nothing in my mail logs. I was using msmtp as a mta, with the msmtp-wrapper configuration from the Wiki (http://requesttracker.wikia.com/wiki/Msmtp). But for an unknown reason, since the upgrade of RT and some other parts of the system (but not msmtp), the ?communication? between RT and the MTA wasn?t working anymore. So eventually I installed nullmailer, and it works perfectly now. Thank you for your answer anyway. > > -kevin > Nicolas From jkillen at allamericanasphalt.com Mon May 5 14:39:55 2014 From: jkillen at allamericanasphalt.com (Justin Killen) Date: Mon, 5 May 2014 11:39:55 -0700 Subject: [rt-users] Managerial reports Message-ID: <55B5D66C43B57F44BC89CB4650FD32F8012C573596B8@MAL.sg1.allamericanasphalt.com> Often times in IT, issues will come into support staff and resolved without management ever knowing about it. I have been tasked with providing management with a report that would show tickets closed within a certain date range, preferably restricted to a specific user. Are there any existing extensions/reports that would fit this need? I tried Activity Reports, but the Activity Detail report has quite a lot of static in it, and the ticket Title doesn't appear anywhere. I think RTx::Statistics might works as well, but it doesn't seem to be supported within RT 4.2 yet. Any suggestions? -Justin -------------- next part -------------- An HTML attachment was scrubbed... URL: From marko.cupac at mimar.rs Tue May 6 06:19:35 2014 From: marko.cupac at mimar.rs (Marko =?UTF-8?B?Q3VwYcSH?=) Date: Tue, 6 May 2014 12:19:35 +0200 Subject: [rt-users] Managerial reports In-Reply-To: <55B5D66C43B57F44BC89CB4650FD32F8012C573596B8@MAL.sg1.allamericanasphalt.com> References: <55B5D66C43B57F44BC89CB4650FD32F8012C573596B8@MAL.sg1.allamericanasphalt.com> Message-ID: <20140506121935.5b808344c221ab515e4b09c3@mimar.rs> On Mon, 5 May 2014 11:39:55 -0700 Justin Killen wrote: > Often times in IT, issues will come into support staff and resolved > without management ever knowing about it. I have been tasked with > providing management with a report that would show tickets closed > within a certain date range, preferably restricted to a specific user. > > Are there any existing extensions/reports that would fit this need? > I tried Activity Reports, but the Activity Detail report has quite a > lot of static in it, and the ticket Title doesn't appear anywhere. I > think RTx::Statistics might works as well, but it doesn't seem to be > supported within RT 4.2 yet. I am using advanced search to find all tickets resolved in certain period (one month), and am formatting it according to my needs. Query: Resolved > '2014-04-01' AND Resolved < '2014-05-01' Formatting: '__id__', '__CustomField.{Kompanija}__', '__Subject__', '__Requestors__', '__CreatedBy__', '__Created__', '__OwnerName__', '__Resolved__', '__TimeWorked__' I am downloading this as .tsv, importing it into spreadsheet and sending to my manager once a month. -- Marko Cupa? From ms at fv-berlin.de Tue May 6 08:34:32 2014 From: ms at fv-berlin.de (ms at fv-berlin.de) Date: Tue, 06 May 2014 14:34:32 +0200 Subject: [rt-users] Mailgate doesnt generate tickets after Upgrade Message-ID: <5368D6D8.3000605@fv-berlin.de> Hi, I just updated an old 3.8.4 RT to 4.2.3 and from what I can tell the actual RT system works fine, fulltext search is up and running... but the mailgate seems to unable to create tickets. heres the apache2/error.log section: [warning]: Use of uninitialized value $domain in pattern match (m//) at /opt/rt4/sbin/../lib/RT/Group.pm line 659. (/opt/rt4/sbin/../lib/RT/Group.pm:659) [error]: Couldn't create a role group of type 'AdminCc' for RT::Ticket 1: Gruppe konnte nicht erstellt werden (/opt/rt4/sbin/../lib/RT/Record/Role/Roles.pm:587) [critical]: Couldn't create ticket groups for ticket 1. aborting Ticket creation. (/opt/rt4/sbin/../lib/RT/Ticket.pm:433) [crit]: Ticket creation failed: test2: Anfrage konnte aufgrund eines internen Fehlers nicht angelegt werden (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245) [error]: Could not record email: Ticket creation From: "[redacted]" failed: Anfrage konnte aufgrund eines internen Fehlers nicht angelegt werden (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) [warning]: DBD::Pg::st execute failed: ERROR: duplicate key value violates unique constraint "principals_pkey" DETAIL: Key (id)=(3) already exists. 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) [warning]: RT::Handle=HASH(0x7dacfb0) couldn't execute the query 'INSERT INTO Principals (ObjectId, PrincipalType) VALUES (?, ?)' at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 602. DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x7dacfb0), "INSERT INTO Principals (ObjectId, PrincipalType) VALUES (?, ?)", 0, "Group") called at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 352 [...] To me this looks like the mailgate tries to create tickets with IDs starting from 1 instead of using an unused ID and subsequently everything else associated to this ticket creation (Role/Group creation) fails too, but maybe I am looking at this the wrong way. In any case, feedback is greatly appreciated. From Dhont.Philippe at vlaamsoogpunt.be Tue May 6 09:41:10 2014 From: Dhont.Philippe at vlaamsoogpunt.be (Philippe Dhont) Date: Tue, 6 May 2014 15:41:10 +0200 Subject: [rt-users] change default "create ticket" layout Message-ID: <466930312.9573.1399383682102.JavaMail.SYSTEM@WIN-E6AC7B2T0B3> Hello, Is it possible to change the default "create ticket" layout (removing some fields like CC, subject and the "Describe the issue below:" fields) and only use custom fields ? If so, how can I do it ? Thanks, Philippe.

Schenk Online

From tsexton at powernetco.com Tue May 6 10:18:28 2014 From: tsexton at powernetco.com (Thomas Sexton) Date: Tue, 6 May 2014 10:18:28 -0400 Subject: [rt-users] Helpdesk will not allow local user accounts Message-ID: I have setup rt with RT::Authen::ExternalAuth but can not login with local accounts now.. any idea what i need to add to allow it to fallback to local if exteranlAuth does not find the user? -- Thanks, Thomas Sexton System Engineer o 513.645.5010 *tsexton at powernetco.com * powernetco.com 8805 Governors Hill Drive Suite 250 Cincinnati, OH 45249 [image: png] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 2945 bytes Desc: not available URL: From guadagnino.cristiano at creval.it Tue May 6 12:29:37 2014 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Tue, 6 May 2014 16:29:37 +0000 Subject: [rt-users] RTChecker released as open source Message-ID: <1399393913.15274.14.camel@sodba003.d1.bkd> Hi all, I just wanted to let you all know that I have released my RTChecker software as opensource. RTChecker is a software that sits in the tray of your Windows desktop and notifies you when there are new tickets, or when a ticket that was assigned to you has been reopened. RTChecker connects to your RT installation trough HTTP and works by issuing REST requests. You NEED RT 4.2.2+. I have been developing and enhancing RTChecker since 2009 for our internal use. Lately I decided to enhance it to make it sufficiently general that it could be used from others as well, and to opensource it under the GPL license. Presently it is Windows only but I hope to make a Linux version soon thanks to mono (or to write a python port if mono proves not to be mature enough). There are also other features that I would like to add soon, like reminders notification and quick delete. You can access the source code at the following address https://www.assembla.com/code/rtcheckerv2/subversion/nodes. Also, a binary release is available from my Dropbox public folder here: https://www.dropbox.com/sh/tnz21nfbcpwtijb/KN7beRGVoX/RTChecker. RTChecker is distributed as a "click-once" application so you have to open the "publish.htm" file with Internet Explorer. I am presently having some difficulties convincing IE to correctly open the file, so I may change the distribution method soon, although it has been working well internally for years. The good thing about clic-once is automatic updates, but let's see what I can do with it. RTChecker took a lot of hours of development in my spare time, so if you find it useful please donate (see link in the "About" box). I will also happily accept patches if you are so inclined. A little web page with help and a tutorial will follow soon, but I hope it is easy enough to be used without help for now. Languages supported are english and italian presently. Bye Cris -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue May 6 16:25:45 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 6 May 2014 16:25:45 -0400 Subject: [rt-users] External CustomFieldValues : Users from certain groups In-Reply-To: <49BFBF371580BE4A921A738E1E1C95C5199F73D8@PSDAG02.office.loro.swiss> References: <49BFBF371580BE4A921A738E1E1C95C5199F6FF8@PSDAG02.office.loro.swiss> <49BFBF371580BE4A921A738E1E1C95C5199F73D8@PSDAG02.office.loro.swiss> Message-ID: <20140506202545.GG2908@jibsheet.com> On Mon, May 05, 2014 at 12:40:20PM +0000, Kriegers Horst wrote: > It's possible to filter over more than one group ? > > $users->WhoBelongToGroups( Groups => [40] ....... Yes - from the docs (which are improved in 4.2.4rc1 because of a user contribution) https://github.com/bestpractical/rt/blob/stable/lib/RT/Users.pm#L548 It also wouldn't make a lot of sense to take an arrayref as an argument, but only use one value in the arrayref. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue May 6 16:26:19 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 6 May 2014 16:26:19 -0400 Subject: [rt-users] Mailgate doesnt generate tickets after Upgrade In-Reply-To: <5368D6D8.3000605@fv-berlin.de> References: <5368D6D8.3000605@fv-berlin.de> Message-ID: <20140506202619.GH2908@jibsheet.com> On Tue, May 06, 2014 at 02:34:32PM +0200, ms at fv-berlin.de wrote: > Hi, > > I just updated an old 3.8.4 RT to 4.2.3 and from what I can tell the > actual RT system works fine, fulltext search is up and running... but > the mailgate seems to unable to create tickets. heres the > apache2/error.log section: This looks like your sequences are wrong. Did you do just an upgrade, or an upgrade and a database migration. If a database migration, how? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue May 6 16:26:59 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 6 May 2014 16:26:59 -0400 Subject: [rt-users] change default "create ticket" layout In-Reply-To: <466930312.9573.1399383682102.JavaMail.SYSTEM@WIN-E6AC7B2T0B3> References: <466930312.9573.1399383682102.JavaMail.SYSTEM@WIN-E6AC7B2T0B3> Message-ID: <20140506202659.GI2908@jibsheet.com> On Tue, May 06, 2014 at 03:41:10PM +0200, Philippe Dhont wrote: > Is it possible to change the default "create ticket" layout (removing some fields like CC, subject and the "Describe the issue below:" fields) and only use custom fields ? > If so, how can I do it ? You have the source to RT and can customize it as needed, although if you're going to make such drastic changes, you may wish to simply write an external form that communicates with RT. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Tue May 6 16:27:42 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 6 May 2014 16:27:42 -0400 Subject: [rt-users] Helpdesk will not allow local user accounts In-Reply-To: References: Message-ID: <20140506202742.GJ2908@jibsheet.com> On Tue, May 06, 2014 at 10:18:28AM -0400, Thomas Sexton wrote: > I have setup rt with? RT::Authen::ExternalAuth but can not login with local accounts now.. any > idea what i need to add to allow it to fallback to local if exteranlAuth does not find the > user? I'm assuming you have the default for this configuration setting. https://metacpan.org/source/FALCONE/RT-Authen-ExternalAuth-0.20/etc/RT_SiteConfig.pm#L65 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From leefm40 at yahoo.co.uk Tue May 6 16:45:01 2014 From: leefm40 at yahoo.co.uk (Lee Wilson) Date: Tue, 6 May 2014 21:45:01 +0100 (BST) Subject: [rt-users] RT 4.2.3 - Intermittant Mail Failures with rt-mailtool Message-ID: <1399409101.36785.YahooMailNeo@web171301.mail.ir2.yahoo.com> Evening All, Just done a new install of RT 4.2.3 on Debian 7.5 and I'm having issues with mail sometimes not being recorded when sent through rt-mailtool. I'm running it directly from the CLI and it sometimes returns error 75 will the following traceback: # while true; do > /opt/rt-4.2.3/bin/rt-mailgate --queue general --action comment --url http://supdev.ezideas.co.uk/ < /var/mailtest.txt; > sleep 2; > done RT server error. The RT server which handled your email did not behave as expected. It said: Error in tempdir() using /tmp/XXXXXXXXXX: Tried to get a new temp name different to the previous value 50 times. Something wrong with template?? (/tmp/XXXXXXXXXX) at /opt/rt-4.2.3/sbin/../lib/RT/EmailParser.pm line 476. Stack: ? [/usr/local/share/perl/5.14.2/Carp.pm:166] ? [/usr/share/perl/5.14/File/Temp.pm:1562] ? [/opt/rt-4.2.3/sbin/../lib/RT/EmailParser.pm:476] ? [/opt/rt-4.2.3/sbin/../lib/RT/EmailParser.pm:201] ? [/opt/rt-4.2.3/sbin/../lib/RT/EmailParser.pm:166] ? [/opt/rt-4.2.3/sbin/../lib/RT/EmailParser.pm:136] ? [/opt/rt-4.2.3/sbin/../lib/RT/Interface/Email.pm:1229] ? [/opt/rt-4.2.3/share/html/REST/1.0/NoAuth/mail-gateway:61] I've had a look in the EmailParser.pm and on line 476 it's just an if statement that checks if the temporary directory is writable, as I'm running this as root that shouldn't be an issue unless rt-mailtool is dropping it's permissions. I can also see it successfully creating and removing files in /tmp when it's working, so I'm at a loss why this is happening. No problems with disc space, about 2GB free on /tmp. Can anyone offer any suggestions? Thanks in advance Lee -------------- next part -------------- An HTML attachment was scrubbed... URL: From lstewart at iweb.com Tue May 6 16:55:31 2014 From: lstewart at iweb.com (Landon Stewart) Date: Tue, 6 May 2014 13:55:31 -0700 Subject: [rt-users] Sorting by the value of a custom field in search results *numerically* In-Reply-To: References: Message-ID: Thanks for your replies guys. And thanks for adding that feature request Brent (http://issues.bestpractical.com/Ticket/Display.html?id=29638). On 2 May 2014 13:52, Landon Stewart wrote: > Hello, > > It seems that the sorting by custom field in search results is always done > alphabetically. > > For example sorting by CF that contains only integers in descending order: > 4 > 3 > 2 > 11 > 1 > > Is there a way to sort search results by custom field numerically? > > -- > Landon Stewart :: lstewart at iweb.com > Lead Specialist, Abuse and Security Management > Sp?cialiste principal, gestion des abus et s?curit? > http://iweb.com :: +1 (888) 909-4932 > > > -- Landon Stewart :: lstewart at iweb.com Lead Specialist, Abuse and Security Management Sp?cialiste principal, gestion des abus et s?curit? http://iweb.com :: +1 (888) 909-4932 -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Tue May 6 16:57:28 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 06 May 2014 16:57:28 -0400 Subject: [rt-users] RT 4.2.3 - Intermittant Mail Failures with rt-mailtool In-Reply-To: <1399409101.36785.YahooMailNeo@web171301.mail.ir2.yahoo.com> References: <1399409101.36785.YahooMailNeo@web171301.mail.ir2.yahoo.com> Message-ID: <1399409848.18999.59.camel@umgah.localdomain> On Tue, 2014-05-06 at 21:45 +0100, Lee Wilson wrote: > RT server error. The RT server which handled your email did not behave > as expected. It said: > > Error in tempdir() using /tmp/XXXXXXXXXX: Tried to get a new temp name > different to the previous value 50 times. > Something wrong with template?? (/tmp/XXXXXXXXXX) > at /opt/rt-4.2.3/sbin/../lib/RT/EmailParser.pm line 476. > > Stack: > [/usr/local/share/perl/5.14.2/Carp.pm:166] > [/usr/share/perl/5.14/File/Temp.pm:1562] > [/opt/rt-4.2.3/sbin/../lib/RT/EmailParser.pm:476] > [/opt/rt-4.2.3/sbin/../lib/RT/EmailParser.pm:201] > [/opt/rt-4.2.3/sbin/../lib/RT/EmailParser.pm:166] > [/opt/rt-4.2.3/sbin/../lib/RT/EmailParser.pm:136] > [/opt/rt-4.2.3/sbin/../lib/RT/Interface/Email.pm:1229] > [/opt/rt-4.2.3/share/html/REST/1.0/NoAuth/mail-gateway:61] > > > I've had a look in the EmailParser.pm and on line 476 it's just an if > statement that checks if the temporary directory is writable, as I'm > running this as root that shouldn't be an issue unless rt-mailtool is > dropping it's permissions. The error comes from the server, not rt-mailgate. Also, by default, RT writes its tmpfiles to /opt/rt4/var, not /tmp -- check that the former is writable by your webserver. The error comes from deep within the core tmpfile-handling module that Perl provides. I suspect it is caused by running out of inodes, too many subdirectories of /tmp, or something similar filesystem-related. - Alex From ms at fv-berlin.de Tue May 6 18:51:07 2014 From: ms at fv-berlin.de (ms at fv-berlin.de) Date: Wed, 07 May 2014 00:51:07 +0200 Subject: [rt-users] Mailgate doesnt generate tickets after Upgrade In-Reply-To: <20140506202619.GH2908@jibsheet.com> References: <5368D6D8.3000605@fv-berlin.de> <20140506202619.GH2908@jibsheet.com> Message-ID: <5369675B.9050701@fv-berlin.de> On 06/05/2014 22:26, Kevin Falcone wrote: > On Tue, May 06, 2014 at 02:34:32PM +0200, ms at fv-berlin.de wrote: >> Hi, >> >> I just updated an old 3.8.4 RT to 4.2.3 and from what I can tell the >> actual RT system works fine, fulltext search is up and running... but >> the mailgate seems to unable to create tickets. heres the >> apache2/error.log section: > > This looks like your sequences are wrong. > Did you do just an upgrade, or an upgrade and a database migration. > If a database migration, how? > > -kevin > > > I mysqldump'd the 3.8.4 system, imported it into mysql on a different system (VM) that had RT 4.0.4 installed, upgraded to 4.0.4, ran the additional steps mentioned in the UPGRADE docs (vulnerable-passwords, shrink_transactions_table, shrink_cgm_table), mysqldump'd the result, imported that into yet another system into mysql, upgraded to 4.2.3, ran rt-validator --check --resolve, used rt-serializer to dump the database, ran ./configure (--with-db-type=Pg), make testdeps, make fixdeps, make install again to get pgsql-support, changed RT_SiteConfig to set it to pgsql, used rt-importer. I have also since I posted this initially, found out that I can browse the RT just fine, but it seems I cannot write to the database in any way (by say creating a new ticket) because I'd get the same "internal error" and either the apache errorlog or syslog saying [933] DBD::Pg::st execute failed: ERROR: duplicate key value violates unique constraint "principals_pkey" DETAIL: Key (id)=(7) already exists. at /usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 589. as if RT had lost track of the highest occupied ticket ID along the way and just started from 1 again. From cloos at netcologne.de Wed May 7 02:59:39 2014 From: cloos at netcologne.de (Christian Loos) Date: Wed, 07 May 2014 08:59:39 +0200 Subject: [rt-users] Managerial reports In-Reply-To: <55B5D66C43B57F44BC89CB4650FD32F8012C573596B8@MAL.sg1.allamericanasphalt.com> References: <55B5D66C43B57F44BC89CB4650FD32F8012C573596B8@MAL.sg1.allamericanasphalt.com> Message-ID: <5369D9DB.5060802@netcologne.de> Am 05.05.2014 20:39, schrieb Justin Killen: > Often times in IT, issues will come into support staff and resolved > without management ever knowing about it. I have been tasked with > providing management with a report that would show tickets closed within > a certain date range, preferably restricted to a specific user. > > > > Are there any existing extensions/reports that would fit this need? I > tried Activity Reports, but the Activity Detail report has quite a lot > of static in it, and the ticket Title doesn?t appear anywhere. I think > RTx::Statistics might works as well, but it doesn?t seem to be supported > within RT 4.2 yet. > > > > Any suggestions? > > > > -Justin http://bestpractical.com/docs/rt/4.2/dashboards.html From rcolen at experty.com Wed May 7 08:51:53 2014 From: rcolen at experty.com (Rinke Colen) Date: Wed, 7 May 2014 14:51:53 +0200 Subject: [rt-users] Renaming lifecycles possible? Message-ID: I'm having trouble renaming a lifecycle. I had a lifecycle in use called 'indident_mgmt' and I want to rename it to 'incident management'. In RT_SiteConfig.pm I canged the following: > Set(%Lifecycles, > indident_mgmt => { > initial => [ 'new' ], to: > Set(%Lifecycles, > 'incident management' => { > initial => [ 'new' ], After saving the file, I log in as root and open the create new queue form. To my surprise the lifecycle dropdown still shows 'incident_mgmt' and doesn't show 'incident management'. I didn't change the lifecycle of the only queue that used 'incident_mgmt' to e.g. 'default' before renaming 'incident_mgmt'. I tried to find existing topics in the mailing list and elsewhere by using the queries 'rename lifecycle' and 'renaming lifecycle' among others, but to no avail. Probably I missed something or couldn't come up with the right keywords. My questions are: 1. Is it possible to rename a lifecycle? And if so, how? 2. Is it possible to label a lifecycle? (setting the name you see in the dropdown on the create queue form) 3. Out of interest: why do I see the behavior I described? From elacour at easter-eggs.com Wed May 7 09:15:49 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 7 May 2014 15:15:49 +0200 Subject: [rt-users] Renaming lifecycles possible? In-Reply-To: References: Message-ID: <20140507131549.GD634@easter-eggs.com> On Wed, May 07, 2014 at 02:51:53PM +0200, Rinke Colen wrote: > I'm having trouble renaming a lifecycle. I had a lifecycle in use > called 'indident_mgmt' and I want to rename it to 'incident > management'. In RT_SiteConfig.pm I canged the following: > > > Set(%Lifecycles, > > indident_mgmt => { > > initial => [ 'new' ], > > to: > > > Set(%Lifecycles, > > 'incident management' => { > > initial => [ 'new' ], > > After saving the file, I log in as root and open the create new queue > form. To my surprise the lifecycle dropdown still shows > 'incident_mgmt' and doesn't show 'incident management'. I didn't > change the lifecycle of the only queue that used 'incident_mgmt' to > e.g. 'default' before renaming 'incident_mgmt'. > the proper way is to duplicate your lifecycle, setup transitions, then restart web server, then go to queue configuration and change lifecycle. you can after this remove the old one. another way: - rename lifecyle in RT_SiteConfig.pm - rename lifecycle in database (field Lifecycle in Queues table) - restart web service ;) -- 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 snellsg at neopcs.net Wed May 7 10:01:37 2014 From: snellsg at neopcs.net (dhtseany) Date: Wed, 7 May 2014 07:01:37 -0700 (PDT) Subject: [rt-users] Customizing Tickets to Include User Contact Data Message-ID: <1399471297665-57326.post@n7.nabble.com> Hello everyone! I'd like to start by saying I'm new to RT, but so far I've succeeded in building it from source, and after some initial struggling, I finally have a functioning RT system! So, I've created some new ques for different functions within my IT repair shop. One of the only things I can see that would require a little additional customization for our needs is the ability to track 2 things: The customer's info data (name, company name, addy, phone, etc) and some basic details about the equipment I'm working with for this ticket (make, model, S/N and P/N mainly). I've been reading as much as I can about the product, but thus far I haven't found a lot of useful information regarding what I * think * would be a straightforward feature-set used by other industries outside of IT. Yes, there are TONS of tech docs, but I haven't found much in regards to adding this. I've read up on CustomFields but while tech docs are great, it didn't tell me much about examples or usage. (Syntaxes are great and all, but if I'm a step behind where the articles expect me to be, not sure how to form these connections on my own :D) I've been toying around with the idea of creating new users to represent each client, but that seems cumbersome, and it didn't feel like I was in the right place to accomplish my goals. So, what I'm asking and/or looking for is more information about how/where I'd include this data. Ideally, I'd like to be able to reference past cases for a customer or machine, but at this point if I have to retype all of their data for each ticket, well, I'll take what I can get :) Thanks so much for any responses! Sean -- View this message in context: http://requesttracker.8502.n7.nabble.com/Customizing-Tickets-to-Include-User-Contact-Data-tp57326.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Wed May 7 10:40:22 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 7 May 2014 10:40:22 -0400 Subject: [rt-users] Mailgate doesnt generate tickets after Upgrade In-Reply-To: <5369675B.9050701@fv-berlin.de> References: <5368D6D8.3000605@fv-berlin.de> <20140506202619.GH2908@jibsheet.com> <5369675B.9050701@fv-berlin.de> Message-ID: <20140507144022.GK2908@jibsheet.com> On Wed, May 07, 2014 at 12:51:07AM +0200, ms at fv-berlin.de wrote: > used rt-serializer to dump the database, > used rt-importer. Yeah - those are the relevant steps you didn't mention. You're running into this bug I expect http://issues.bestpractical.com/Ticket/Display.html?id=29158 -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 May 7 10:56:09 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 7 May 2014 10:56:09 -0400 Subject: [rt-users] Clickable custom field in User Summary display page In-Reply-To: <889D8661A80A664FABA93E1489EF3E907EDFCDD9@EXCHANGE.gempuurs.local> References: <889D8661A80A664FABA93E1489EF3E907EDF4ED1@EXCHANGE.gempuurs.local> <20140424163903.GA2908@jibsheet.com> <889D8661A80A664FABA93E1489EF3E907EDFCDD9@EXCHANGE.gempuurs.local> Message-ID: <20140507145609.GL2908@jibsheet.com> On Wed, Apr 30, 2014 at 05:24:28PM +0000, Lieven Bridts wrote: > > I made a "Global Custom Field for all users" and gave it the name 'Functie' (Sorry, for the Dutch words now and then) > Type: Enter one value > Applies to : Users > Validation : > Link values to: http:///gebrbeh/showfie.php?fie=__CustomField__ > Include page : > Active > > > Set($UserSummaryExtraInfo, "RealName, EmailAddress, Name, Organization, WorkPhone, MobilePhone, 'CF.Functie'"); > > On the "basics" page of the user I can see the custom field 'Functie' as expected and I can enter a value, e.g. "Manager" > On the "User Summary" page of the user, I can see the custom field as > well, I can read the value ("Manager"), but in the "User Information"- > box nothing is clickable. (It would be nice if the email address would > be a clickable address too) > > Can I give you some more information to help me out here? So - the problem is that the code we use on the User Summary page is the same code used when listing Tickets in search results. If you created a Functie 2, applied it to tickets, gave one ticket a value, searched for some tickets and made the results show Functie 2 you'd see that it has the same problem (no link). The code that displays the Ticket Display page (where this link would work) is not shared with the code that displays "formatted" results. Please file a ticket about this, but it's unfortunately not totally trivial to do since we'd like to avoid copying code if possible. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From jkillen at allamericanasphalt.com Wed May 7 15:42:03 2014 From: jkillen at allamericanasphalt.com (Justin Killen) Date: Wed, 7 May 2014 12:42:03 -0700 Subject: [rt-users] Managerial reports In-Reply-To: <5369D9DB.5060802@netcologne.de> References: <55B5D66C43B57F44BC89CB4650FD32F8012C573596B8@MAL.sg1.allamericanasphalt.com> <5369D9DB.5060802@netcologne.de> Message-ID: <55B5D66C43B57F44BC89CB4650FD32F8012C57359C80@MAL.sg1.allamericanasphalt.com> After thinking about this for a bit, I figured the query is in the database somewhere and it's probably easy enough to update via a script/cron job, so I wrote one (Perl): #!/usr/bin/perl use strict; use warnings; use MIME::Base64; use DateTime; use DBI; my $date = DateTime->now(); my $desired_dow = 6; $date->subtract(days => ($date->day_of_week - $desired_dow) % 7); my $to_date_string = $date->ymd; $date->subtract(days => 6); my $from_date_string = $date->ymd; #open(FH, '>', 'attributes.dmp') or die("Unable to open dump file: $!"); #binmode FH; my $dbh = DBI->connect("DBI:mysql:database=rt4;", "rt_user", "PASSWORDHERE"); my $sth = $dbh->prepare("SELECT * FROM Attributes WHERE id = 33"); my $upSth = $dbh->prepare("UPDATE Attributes SET Content = ? WHERE id = 33"); $sth->execute; while(my $ref = $sth->fetchrow_hashref()) { my $content = decode_base64($ref->{'Content'}); # print FH "$content\n\n"; if($content =~ /(.*Resolved >= ')(\d{1,4}-\d{1,2}-\d{1,2})(' AND Resolved <= ')(\d{1,4}-\d{1,2}-\d{1,2})('.*)/s) { my ($pre, $date1, $mid, $date2, $post) = ($1, $2, $3, $4, $5); if($date1 ne $from_date_string || $date2 ne $to_date_string) { my $new_content = $pre . $from_date_string . $mid . $to_date_string . $post; my $encoded_value = encode_base64($new_content); # print FH $encoded_value; $upSth->execute($encoded_value); } } } close FH; It will update my saved search (id# 33) to always been sun-sat of last week. It'd admittedly a bit of a hack; it would be nice if altering an existing search was an option within the REST API. -Justin > -----Original Message----- > From: Christian Loos [mailto:cloos at netcologne.de] > Sent: Wednesday, May 07, 2014 12:00 AM > To: Justin Killen; rt-users at lists.bestpractical.com > Subject: Re: Managerial reports > > Am 05.05.2014 20:39, schrieb Justin Killen: > > Often times in IT, issues will come into support staff and resolved > > without management ever knowing about it. I have been tasked with > > providing management with a report that would show tickets closed within > > a certain date range, preferably restricted to a specific user. > > > > > > > > Are there any existing extensions/reports that would fit this need? I > > tried Activity Reports, but the Activity Detail report has quite a lot > > of static in it, and the ticket Title doesn't appear anywhere. I think > > RTx::Statistics might works as well, but it doesn't seem to be supported > > within RT 4.2 yet. > > > > > > > > Any suggestions? > > > > > > > > -Justin > > > http://bestpractical.com/docs/rt/4.2/dashboards.html From CLoos at netcologne.de Wed May 7 16:24:40 2014 From: CLoos at netcologne.de (Loos, Christian) Date: Wed, 7 May 2014 20:24:40 +0000 Subject: [rt-users] Managerial reports Message-ID: This isn't necessary as RT search supports relative dates: https://metacpan.org/pod/Time::ParseDate#Relative-date-formats Chris Christian Loos Smallworld GIS Operations _________________________________________________________________________ NETCOLOGNE Gesellschaft f?r Telekommunikation mbH Am Coloneum 9 | 50829 K?ln Tel: 0221 2222-276 | Fax: 0221 2222-7276 | Mobil: 0177 8888276 www.netcologne.de [NetCologneGmbH] Gesch?ftsf?hrung: Jost Hermanns Mario Wilhelm Vorsitzender des Aufsichtsrates: Dr. Andreas Cerbe HRB 25580, AG K?ln Diese Nachricht (inklusive aller Anh?nge) ist vertraulich. Sollten Sie diese Nachricht versehentlich erhalten haben, bitten wir, den Absender (durch Antwort-E-Mail) hiervon unverz?glich zu informieren und die Nachricht zu l?schen. Die E-Mail darf in diesem Fall weder vervielf?ltigt noch in anderer Weise verwendet werden. -----Original Message----- From: Justin Killen [jkillen at allamericanasphalt.com] Sent: Wednesday, May 07, 2014 09:42 PM Mitteleurop?ische Zeit To: Loos, Christian; rt-users at lists.bestpractical.com Subject: RE: Managerial reports After thinking about this for a bit, I figured the query is in the database somewhere and it's probably easy enough to update via a script/cron job, so I wrote one (Perl): #!/usr/bin/perl use strict; use warnings; use MIME::Base64; use DateTime; use DBI; my $date = DateTime->now(); my $desired_dow = 6; $date->subtract(days => ($date->day_of_week - $desired_dow) % 7); my $to_date_string = $date->ymd; $date->subtract(days => 6); my $from_date_string = $date->ymd; #open(FH, '>', 'attributes.dmp') or die("Unable to open dump file: $!"); #binmode FH; my $dbh = DBI->connect("DBI:mysql:database=rt4;", "rt_user", "PASSWORDHERE"); my $sth = $dbh->prepare("SELECT * FROM Attributes WHERE id = 33"); my $upSth = $dbh->prepare("UPDATE Attributes SET Content = ? WHERE id = 33"); $sth->execute; while(my $ref = $sth->fetchrow_hashref()) { my $content = decode_base64($ref->{'Content'}); # print FH "$content\n\n"; if($content =~ /(.*Resolved >= ')(\d{1,4}-\d{1,2}-\d{1,2})(' AND Resolved <= ')(\d{1,4}-\d{1,2}-\d{1,2})('.*)/s) { my ($pre, $date1, $mid, $date2, $post) = ($1, $2, $3, $4, $5); if($date1 ne $from_date_string || $date2 ne $to_date_string) { my $new_content = $pre . $from_date_string . $mid . $to_date_string . $post; my $encoded_value = encode_base64($new_content); # print FH $encoded_value; $upSth->execute($encoded_value); } } } close FH; It will update my saved search (id# 33) to always been sun-sat of last week. It'd admittedly a bit of a hack; it would be nice if altering an existing search was an option within the REST API. -Justin > -----Original Message----- > From: Christian Loos [mailto:cloos at netcologne.de] > Sent: Wednesday, May 07, 2014 12:00 AM > To: Justin Killen; rt-users at lists.bestpractical.com > Subject: Re: Managerial reports > > Am 05.05.2014 20:39, schrieb Justin Killen: > > Often times in IT, issues will come into support staff and resolved > > without management ever knowing about it. I have been tasked with > > providing management with a report that would show tickets closed within > > a certain date range, preferably restricted to a specific user. > > > > > > > > Are there any existing extensions/reports that would fit this need? I > > tried Activity Reports, but the Activity Detail report has quite a lot > > of static in it, and the ticket Title doesn't appear anywhere. I think > > RTx::Statistics might works as well, but it doesn't seem to be supported > > within RT 4.2 yet. > > > > > > > > Any suggestions? > > > > > > > > -Justin > > > http://bestpractical.com/docs/rt/4.2/dashboards.html -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: LOGO80.GIF Type: image/jpeg Size: 1850 bytes Desc: LOGO80.GIF URL: From ms at fv-berlin.de Thu May 8 09:08:29 2014 From: ms at fv-berlin.de (ms at fv-berlin.de) Date: Thu, 08 May 2014 15:08:29 +0200 Subject: [rt-users] File attachments corrupted after DB migration (Was: Mailgate doesnt generate tickets after Upgrade) In-Reply-To: <20140507144022.GK2908@jibsheet.com> References: <5368D6D8.3000605@fv-berlin.de> <20140506202619.GH2908@jibsheet.com> <5369675B.9050701@fv-berlin.de> <20140507144022.GK2908@jibsheet.com> Message-ID: <536B81CD.5010804@fv-berlin.de> On 07/05/2014 16:40, Kevin Falcone wrote: > On Wed, May 07, 2014 at 12:51:07AM +0200, ms at fv-berlin.de wrote: >> used rt-serializer to dump the database, >> used rt-importer. > > Yeah - those are the relevant steps you didn't mention. > You're running into this bug I expect > http://issues.bestpractical.com/Ticket/Display.html?id=29158 > > -kevin Yes that was the issue indeed and the posted SQL queries fixed it, thanks! With that out of the way we have found a new issue from the migration (hence the new subject): the attached files that were migrated are garbled. With that I mean: - TXT files are fine, even the charset is correct - ANY kind of file with binary in it (we tested jpg, pdf, doc, zip) appears to be corrupted. The plaintext bits of these files are identical (like a jpg has the plaintext string "JFIF" in its header), but everything else is completely messed up to the point where even the jpg header becomes invalid. I have attached 2 files (~40kb for both): -new from the migrated system and -old from the old system. The differences in a hex editor are pretty apparent, everything that's not plaintext is just wrong. Are there maybe any command line switches to rt-serializer and rt-importer that I missed? Thanks for the help! -------------- next part -------------- A non-text attachment was scrubbed... Name: image003-new.jpg Type: image/jpeg Size: 23548 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image003-old.jpg Type: image/jpeg Size: 15584 bytes Desc: not available URL: From leefm40 at yahoo.co.uk Thu May 8 09:09:29 2014 From: leefm40 at yahoo.co.uk (Lee Wilson) Date: Thu, 8 May 2014 14:09:29 +0100 (BST) Subject: [rt-users] RT 4.2.3 - Intermittant Mail Failures with rt-mailtool In-Reply-To: <1399409848.18999.59.camel@umgah.localdomain> References: <1399409101.36785.YahooMailNeo@web171301.mail.ir2.yahoo.com> <1399409848.18999.59.camel@umgah.localdomain> Message-ID: <1399554569.32143.YahooMailNeo@web171302.mail.ir2.yahoo.com> Thanks Alex, The /opt/rt4/var directory is definitely writable by www-data as are all the sub-directories. File systems look good, plenty of disk space and all have no more than 20% inode utilisation so even if there an odd spike it should have enough space. Oddly, I've restarted the device tonight as I've done every other night (only a dev box so isn't on all the time) and since then it's no longer erroring so guess I'll just have to keep an eye on it. Lee On Tuesday, 6 May 2014, 21:57, Alex Vandiver wrote: On Tue, 2014-05-06 at 21:45 +0100, Lee Wilson wrote: > RT server error. The RT server which handled your email did not behave > as expected. It said: > > Error in tempdir() using /tmp/XXXXXXXXXX: Tried to get a new temp name > different to the previous value 50 times. > Something wrong with template?? (/tmp/XXXXXXXXXX) > at /opt/rt-4.2.3/sbin/../lib/RT/EmailParser.pm line 476. > > Stack: >? [/usr/local/share/perl/5.14.2/Carp.pm:166] >? [/usr/share/perl/5.14/File/Temp.pm:1562] >? [/opt/rt-4.2.3/sbin/../lib/RT/EmailParser.pm:476] >? [/opt/rt-4.2.3/sbin/../lib/RT/EmailParser.pm:201] >? [/opt/rt-4.2.3/sbin/../lib/RT/EmailParser.pm:166] >? [/opt/rt-4.2.3/sbin/../lib/RT/EmailParser.pm:136] >? [/opt/rt-4.2.3/sbin/../lib/RT/Interface/Email.pm:1229] >? [/opt/rt-4.2.3/share/html/REST/1.0/NoAuth/mail-gateway:61] > > > I've had a look in the EmailParser.pm and on line 476 it's just an if > statement that checks if the temporary directory is writable, as I'm > running this as root that shouldn't be an issue unless rt-mailtool is > dropping it's permissions. The error comes from the server, not rt-mailgate.? Also, by default, RT writes its tmpfiles to /opt/rt4/var, not /tmp -- check that the former is writable by your webserver. The error comes from deep within the core tmpfile-handling module that Perl provides.? I suspect it is caused by running out of inodes, too many subdirectories of /tmp, or something similar filesystem-related. - Alex -- RT Training - Dallas May 20-21 http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From jeevan.sarkunaseelan at gmail.com Thu May 8 20:29:41 2014 From: jeevan.sarkunaseelan at gmail.com (Jeevan) Date: Thu, 8 May 2014 17:29:41 -0700 (PDT) Subject: [rt-users] From Inbox to Ticket Message-ID: <1399595381102-57336.post@n7.nabble.com> Hi there, I was wondering if anyone could help me out. What I want to do is to create a back-up of whatever tickets come in, in the event the request tracker system fails. As such the most feasible plan is to have an application like fetchmail to basically read the inbox of a particular mailbox and forward the messages as tickets to the RT system. I tried following the steps on this wiki http://requesttracker.wikia.com/wiki/WithEmailFacility while customizing it to suit my needs. However I seem to be hitting a dead end since I am using a local system instead of an online internet mailserver. Could anyone help me out here please? Thanks! Best regards, Jeevan -- View this message in context: http://requesttracker.8502.n7.nabble.com/From-Inbox-to-Ticket-tp57336.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From yrk at gnu.org Fri May 9 12:03:50 2014 From: yrk at gnu.org (Yoni Rabkin) Date: Fri, 09 May 2014 12:03:50 -0400 Subject: [rt-users] Multiple ticket query: cli vs. rest Message-ID: <87wqdvaqhl.fsf@gnu.org> Hello, I'm adding RT REST support to my software (currently it uses the CLI as a back-end.) In the CLI I can get basic information about multiple tickets in one call with: rt> show -l ticket/123456,654321,98765 But in the REST interface, I can't do this (and the wiki is silent on the topic of multiple tickets): .../REST/1.0/ticket/123456,654321,98765/show?... I'm guessing that the CLI uses the REST interface, so instead of connecting wireshark to try and find out how it does it, I thought I would ask here in case it's an unsupported REST call. -- "Cut your own wood and it will warm you twice" From tackittj at reed.edu Fri May 9 14:20:57 2014 From: tackittj at reed.edu (Josh Tackitt) Date: Fri, 09 May 2014 11:20:57 -0700 Subject: [rt-users] ticket # in email address? Message-ID: <536D1C89.4020306@reed.edu> Is there any possibility of routing emails to an existing ticket by including the ticket # in the email address? Something like, "rt+12345 at reed.edu" that would treat emails sent to that address the same as if they included the rt ticket # in the subject. Here's the scenario I have in mind: -An RT ticket exists. -We need to provide an email address to a vendor and would like their emails to automatically be associated with the existing ticket. -Currently, if we give them "rt at reed.edu" then every time they email us a new ticket is generated and must be merged. -However, if we could give them an email address that includes the ticket number then all their replies would be part of the existing ticket. Thanks, Josh From jmates at uw.edu Fri May 9 14:24:39 2014 From: jmates at uw.edu (Jeremy Mates) Date: Fri, 9 May 2014 18:24:39 +0000 Subject: [rt-users] ticket # in email address? In-Reply-To: <536D1C89.4020306@reed.edu> References: <536D1C89.4020306@reed.edu> Message-ID: <20140509182439.GC32356@valen.ee.washington.edu> * Josh Tackitt > Is there any possibility of routing emails to an existing ticket by > including the ticket # in the email address? Something like, > "rt+12345 at reed.edu" that would treat emails sent to that address the same > as if they included the rt ticket # in the subject. Possibly via a milter or mail-alias-that-calls-procmail-or-suchlike that would make the necessary extraction on the fooTTNUM at example.edu To address and then update the Subject or whatnot of the message as necessary before feeding the adjusted message off to RT? From falcone at bestpractical.com Fri May 9 15:33:07 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 9 May 2014 15:33:07 -0400 Subject: [rt-users] ticket # in email address? In-Reply-To: <536D1C89.4020306@reed.edu> References: <536D1C89.4020306@reed.edu> Message-ID: <20140509193307.GA2852@jibsheet.com> On Fri, May 09, 2014 at 11:20:57AM -0700, Josh Tackitt wrote: > Is there any possibility of routing emails to an existing ticket by > including the ticket # in the email address? Something like, > "rt+12345 at reed.edu" that would treat emails sent to that address the > same as if they included the rt ticket # in the subject. This is what the "--extension ticket" argument for rt-mailgate is for http://bestpractical.com/docs/rt/latest/rt-mailgate.html#extension-OPTIONAL It's up to your MTA to set the environment variable $EXTENSION when dealing with a +addressed mail, but most do so automagically. People use this both to support rt+12345 at example.com as well as 12345 at rt.example.com, the latter requires more MTA shenanigans than the former. -kevin > Here's the scenario I have in mind: > > -An RT ticket exists. > -We need to provide an email address to a vendor and would like their > emails to automatically be associated with the existing ticket. > -Currently, if we give them "rt at reed.edu" then every time they email us > a new ticket is generated and must be merged. > -However, if we could give them an email address that includes the > ticket number then all their replies would be part of the existing ticket. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From kirby at umbc.edu Fri May 9 18:06:43 2014 From: kirby at umbc.edu (Joe Kirby) Date: Fri, 9 May 2014 18:06:43 -0400 Subject: [rt-users] Config setting Message-ID: <2444FE72-84BC-4016-AED8-B71597FDCD8E@umbc.edu> I am experiencing rather poor performance when I try to open a ticket. We are also seeing search results paint the screen very slowly in chunks. My sys admins do not see anything in the system or db indicating why this would be. We have observed a large number for our transactions (6,403,137) and groups (1,830,636) I noticed that a line in my config, which is not in my test system, that I cannot understand what it may want me to do. Any suggestions very welcomed. Thank You Joe It is QueueCacheNeedsUpdate '1399672643' Here are the items before and after. SavedSearch { 'Order' => 'DESC|DESC|ASC|ASC', 'Query' => 'Owner = \'__CurrentUser__\' AND ( Status = \'resolved\' )', 'SearchType' => 'Ticket', 'OrderBy' => 'LastUpdated|||', 'RowsPerPage' => '10', 'Format' => '\'__id__/TITLE:#\', \'__Requestors__\', \'__Subject__/TITLE:Subject\', \'__LastUpdated__\'' } QueueCacheNeedsUpdate '1399672643' SavedSearch { 'Order' => 'ASC|ASC|ASC|ASC', 'Query' => 'Queue = \'SPAM\' AND Created = \'Today\'', 'SearchType' => 'Ticket', 'OrderBy' => 'CustomField.{SPAM-Origin}|Created|Requestor.EmailAddress|', 'Format' => '\'__id__/TITLE:#\', \'__Requestors__\', \'__Subject__/TITLE:Subject\', \'__ExtendedStatus__\', \'__CreatedRelative__\', \'__LastUpdatedRelative__\', \'__CustomField.{SPAM-Origin}__\'', 'RowsPerPage' => '100' } 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 chrisherrmann7 at gmail.com Fri May 9 18:29:39 2014 From: chrisherrmann7 at gmail.com (Chris Herrmann) Date: Sat, 10 May 2014 08:29:39 +1000 Subject: [rt-users] From Inbox to Ticket Message-ID: <14878CE4-2E31-4CD3-B43C-16ECEED0A92F@gmail.com> Hi, just take regular backups of your SQL server. If mail fails the sending party should retry. If your system is down for longer than the mail retry limit a) the sender will be notified by their mail server and b) presumably you will notice if your server is down for 5 days. One thing to watch out for that I have encountered previously is if the rt thread handling the incoming message runs out of memory and dies you will lose the message... But if my memory serves me right we saw this only on outbound correspondence (ie a ticket reply from rt to the requester), not inbound. Regards, -- Chris Herrmann Far Edge +612 84251400 +614 03393309 http://www.faredge.com.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From jeevan.sarkunaseelan at gmail.com Sun May 11 20:05:57 2014 From: jeevan.sarkunaseelan at gmail.com (Jeevan) Date: Sun, 11 May 2014 17:05:57 -0700 (PDT) Subject: [rt-users] From Inbox to Ticket In-Reply-To: <14878CE4-2E31-4CD3-B43C-16ECEED0A92F@gmail.com> References: <14878CE4-2E31-4CD3-B43C-16ECEED0A92F@gmail.com> Message-ID: <1399853157082-57343.post@n7.nabble.com> Hi, Thanks for the information! Will look into it. Best regards, Jeevan -- View this message in context: http://requesttracker.8502.n7.nabble.com/From-Inbox-to-Ticket-tp57342p57343.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From martin at uanet.se Mon May 12 07:19:12 2014 From: martin at uanet.se (Martin Petersson) Date: Mon, 12 May 2014 11:19:12 +0000 Subject: [rt-users] Mail and set prio? Message-ID: Hello, I wonder if there?s a way to set the priority in the mail when sending the mail to RT? Martin Petersson IT-Konsult +46 (0)522 980 28, martin at uanet.se, www.uanet.se Gustaf Mattssons V?g 2, 451 50 Uddevalla, Orgnr: 556702-4095 [http://www.uanet.se/emailsignature/logo-uanet-email.jpg] -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Mon May 12 08:02:17 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 12 May 2014 14:02:17 +0200 Subject: [rt-users] Mail and set prio? In-Reply-To: References: Message-ID: <20140512120216.GB5139@easter-eggs.com> On Mon, May 12, 2014 at 11:19:12AM +0000, Martin Petersson wrote: > Hello, > I wonder if there?s a way to set the priority in the mail when sending the > mail to RT?? > It depends on which condition should trigger the priority. If you wan't to set the priority with a keyword in the body, use: RT::Extension::CommandByMail. If you wan't to set the priority in a queue for every emails to this queue, you may use the Priority field's in the queue configuration (see alos: http://requesttracker.wikia.com/wiki/Priority). Else you can write a custom scrip that allows to do anything in this area ;) -- 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 iain.vowles at mcgill.ca Mon May 12 08:21:19 2014 From: iain.vowles at mcgill.ca (Iain Vowles) Date: Mon, 12 May 2014 12:21:19 +0000 Subject: [rt-users] Oracle Migration Message-ID: <5F5828F6DAE4524DB70457FEEE474233371193E2@exmbx2010-8.campus.MCGILL.CA> Hi, We are planning an upgrade of RT from version 3.6.5 to 4.2.4. At the same time we are planning on upgrading from MySQL to Oracle version 11.2.4. I know that it can be accomplished using SQL Developer's migration wizard. Has anyone done the Oracle migration? If so, did you encounter any issues? Thanks in Advance, Iain Vowles Iain Vowles Senior Analyst Development & Alumni Relations McGill University 1555 rue Peel Suite 900 Room 937 Montr?al, QC H3A 3L8 Tel: 514-398-8098 Email: iain.vowles at mcgill.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon May 12 12:54:09 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 12 May 2014 12:54:09 -0400 Subject: [rt-users] Mail and set prio? In-Reply-To: <20140512120216.GB5139@easter-eggs.com> References: <20140512120216.GB5139@easter-eggs.com> Message-ID: <20140512165409.GB2852@jibsheet.com> On Mon, May 12, 2014 at 02:02:17PM +0200, Emmanuel Lacour wrote: > On Mon, May 12, 2014 at 11:19:12AM +0000, Martin Petersson wrote: > > Hello, > > I wonder if there?s a way to set the priority in the mail when sending the > > mail to RT?? > > > > > It depends on which condition should trigger the priority. > > If you wan't to set the priority with a keyword in the body, use: > RT::Extension::CommandByMail. > > If you wan't to set the priority in a queue for every emails to this > queue, you may use the Priority field's in the queue configuration (see > alos: http://requesttracker.wikia.com/wiki/Priority). > > Else you can write a custom scrip that allows to do anything in this > area ;) There's also this extension https://metacpan.org/source/TSIBLEY/RT-Action-SetPriorityFromHeader-0.01/README -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon May 12 12:59:18 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 12 May 2014 12:59:18 -0400 Subject: [rt-users] Oracle Migration In-Reply-To: <5F5828F6DAE4524DB70457FEEE474233371193E2@exmbx2010-8.campus.MCGILL.CA> References: <5F5828F6DAE4524DB70457FEEE474233371193E2@exmbx2010-8.campus.MCGILL.CA> Message-ID: <20140512165918.GC2852@jibsheet.com> On Mon, May 12, 2014 at 12:21:19PM +0000, Iain Vowles wrote: > We are planning an upgrade of RT from version 3.6.5 to 4.2.4. At the same time we are planning > on upgrading from MySQL to Oracle version 11.2.4. I know that it can be accomplished using > SQL Developer's migration wizard. Has anyone done the Oracle migration? If so, did you > encounter any issues? There are actually tools for this in 4.2, rt-serializer and rt-importer. You can find their documentation on http://docs.bestpractical.com If you use an oracle tool, there are data conversions that need to happen and I have no idea if they would work properly, and I would be reluctant to support a conversion done with an untested tool. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon May 12 16:48:41 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 12 May 2014 16:48:41 -0400 Subject: [rt-users] Config setting In-Reply-To: <2444FE72-84BC-4016-AED8-B71597FDCD8E@umbc.edu> References: <2444FE72-84BC-4016-AED8-B71597FDCD8E@umbc.edu> Message-ID: <20140512204841.GD2852@jibsheet.com> On Fri, May 09, 2014 at 06:06:43PM -0400, Joe Kirby wrote: > I am experiencing rather poor performance when I try to open a ticket. We are also seeing > search results paint the screen very slowly in chunks. > My sys admins do not see anything in the system or db indicating why this would be. We have > observed a large number for our transactions (6,403,137) and groups (1,830,636) > I noticed that a line in my config, which is not in my test system, that I cannot understand > what it may want me to do. > Any suggestions very welcomed. > Thank You > Joe > It is > > QueueCacheNeedsUpdate '1399672643' This is not part of your config, if you read the name of the box it is in on the System Configuration page, it is a Global Attribute. It tells RT when to flush the cache of Queues that a user sees (because something has changed). I find it doubtful that this is relevant to your performance problems. Your admins can turn on StatementLog by setting it to 1 and looking in the web UI to get a sense of what queries are running on particular pages. They can also enable MasonX::Profiler as documented in RT_Config.pm to see what parts of a page are specifically slow. Both of these should be done on a development server. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From zachary.neubert at usu.edu Mon May 12 17:13:31 2014 From: zachary.neubert at usu.edu (IT Guy) Date: Mon, 12 May 2014 14:13:31 -0700 (PDT) Subject: [rt-users] Moving a database to articles Message-ID: <1399929211131-57350.post@n7.nabble.com> I have an old database that I'd love to move over to RT Articles. I have RT running and a queue set up to receive the old database articles in HTML format (I'll parse them with my own code to make things easier there). However, I have not been able to find a way to move custom fields in tickets to custom fields in articles. Another issue is doing this with the 2600-odd articles I'm trying to move over. To do this manually would simply be a waste of time. Is anyone familiar with functions like this or tried to do this in the past? Any help would be much appreciated. I'm willing to answer any questions necessary to get this thing working. Thanks, IT Guy -- View this message in context: http://requesttracker.8502.n7.nabble.com/Moving-a-database-to-articles-tp57350.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From martin at uanet.se Tue May 13 10:04:09 2014 From: martin at uanet.se (hmpetersson) Date: Tue, 13 May 2014 07:04:09 -0700 (PDT) Subject: [rt-users] Mail and set prio? In-Reply-To: <20140512165409.GB2852@jibsheet.com> References: <20140512120216.GB5139@easter-eggs.com> <20140512165409.GB2852@jibsheet.com> Message-ID: <1399989849198-57351.post@n7.nabble.com> Hello and thank you for your answer. Sorry for my ignorance but how do you mean add this in the mails body: RT::Extension::CommandByMail if i do that i end up with that in the RT case :) And how do i install that extension? I have succeeded to get RT-crontool run in crontab and escalate the priority so the queue?s are fine but some of our customers need to set the priority directly when they sending the mail for support. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Mail-and-set-prio-tp57344p57351.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From stefan.hattrell at gmail.com Tue May 13 10:39:39 2014 From: stefan.hattrell at gmail.com (digorgonzola) Date: Tue, 13 May 2014 07:39:39 -0700 (PDT) Subject: [rt-users] ticket content not displaying via RT's web 'Search' but shows up with sphinx's 'search' binary In-Reply-To: <51147C61.9030004@opensourcesolutions.co.in> References: <5110CFF4.3010200@opensourcesolutions.co.in> <5110D5E5.2080707@opensourcesolutions.co.in> <5111582A.5030700@bestpractical.com> <511233AD.6070104@opensourcesolutions.co.in> <511295EC.20108@bestpractical.com> <51138C59.4040109@opensourcesolutions.co.in> <5113F778.4010208@bestpractical.com> <51147C61.9030004@opensourcesolutions.co.in> Message-ID: <1399991978695-57352.post@n7.nabble.com> Thanks for posting so much detail on your problem. I thought that this might be the answer for me as I am experiencing exactly the same issue! I'm running rt 4.2.3 with MariaDB and Sphinx. Searching ticket content from bash using the "search" command returns plenty of results but the web search function returns 0! I've enabled the statement logging as suggested and disable query caching to see if this might make a difference but to no avail. I'm struggling to work out what my next step would be and if it wasn't so hard I'd be tempted to migrate over to PostgreSQL (that seems even more hard work). Do you guys have any suggestions? -- View this message in context: http://requesttracker.8502.n7.nabble.com/ticket-content-not-displaying-via-RT-s-web-Search-but-shows-up-with-sphinx-s-search-binary-tp52602p57352.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alexmv at bestpractical.com Tue May 13 11:11:17 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 13 May 2014 11:11:17 -0400 Subject: [rt-users] ticket content not displaying via RT's web 'Search' but shows up with sphinx's 'search' binary In-Reply-To: <1399991978695-57352.post@n7.nabble.com> References: <5110CFF4.3010200@opensourcesolutions.co.in> <5110D5E5.2080707@opensourcesolutions.co.in> <5111582A.5030700@bestpractical.com> <511233AD.6070104@opensourcesolutions.co.in> <511295EC.20108@bestpractical.com> <51138C59.4040109@opensourcesolutions.co.in> <5113F778.4010208@bestpractical.com> <51147C61.9030004@opensourcesolutions.co.in> <1399991978695-57352.post@n7.nabble.com> Message-ID: <53723615.3070509@bestpractical.com> On 05/13/2014 10:39 AM, digorgonzola wrote: > Thanks for posting so much detail on your problem. > > I thought that this might be the answer for me as I am experiencing exactly > the same issue! > > I'm running rt 4.2.3 with MariaDB and Sphinx. > > Searching ticket content from bash using the "search" command returns plenty > of results but the web search function returns 0! > > I've enabled the statement logging as suggested and disable query caching to > see if this might make a difference but to no avail. I expect you're running into one of the situations where MySQL chooses to not use the magic index that causes it to talk to the Sphinx indexer, and instead looks at the contents of the AttachmentsIndex table row-by-row -- which is empty. You can determine if this is the case by first determining the SQL your query produces; first, go to the "Advanced" tab in RT, and copy the TicketSQL you're running. Then, from the command line, feed it to the following snippet to show what RT is generating for the database; adjust the last line to match your TicketSQL query: perl -I/opt/rt4/lib -MRT=-init -le '$t=RT::Tickets->new(RT->SystemUser); $t->FromSQL("@ARGV"); print $t->BuildSelectQuery;' \ "Content LIKE 'moose'" Take the SQL that generates, and feed it to MySQL, prefixing with EXPLAIN: mysql> EXPLAIN SELECT DISTINCT main.* 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 = 'moose;limit=10000;maxmatches=10000' ) ); This will return something like (omitting most columns for brevity): +--------------------+---------+ | table | key | +--------------------+---------+ | AttachmentsIndex_3 | query | | Attachments_2 | PRIMARY | | Transactions_1 | PRIMARY | | main | NULL | +--------------------+---------+ If the AttachmentsIndex table does _not_ list "query" as the chosen key, then MySQL's query planner has decided to not use the magic Sphinx index. > I'm struggling to work out what my next step would be and if it wasn't so > hard I'd be tempted to migrate over to PostgreSQL (that seems even more hard > work). > > Do you guys have any suggestions? If you were on plain MySQL, and not MariaDB, I'd suggest the new 4.2/mysql-native-fts branch that is currently in testing, as described at http://gossamer-threads.com/lists/rt/devel/122451 I do not know how it will work in the context of MariaDB, however. - Alex From alexmv at bestpractical.com Tue May 13 15:07:53 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 13 May 2014 15:07:53 -0400 Subject: [rt-users] Slow ticket loading.... In-Reply-To: References: <5371DA20.7030302@sorbs.net> Message-ID: <53726D89.9020103@bestpractical.com> On 05/13/2014 05:39 AM, Michelle Sullivan via RT wrote: > [snip] This message was rejected from rt-users because it was over 1M of logfiles. Please don't send large messages to the list; you're welcome to provide a link to complete logs for those interested in them, of course. > Here's the result of what RT4 does to the DB (note: RT3.8 does *NOT* > suffer the same problems - as am running that and just trying to > upgrade.. Also note: RT 4.0.19 on Apache 2.2 with ModPerl2 running > against some very fast PostgreSQL 8.4.10 DBs (cluster of 4 servers) - > round trip to them is around 25-50ms)... the query log for a *SINGLE* > ticket follows... This only occurs on the first request; DBIx::SearchBuilder calls DBI->column_info to determine the set of columns for each RT table, to be able to use them in the GROUP BY. It then caches the information; none of the queries to pg_constraints should happen after the first request. There are two fixes to this; one is to find a way to not call DBIx::SearchBuilder->Fields, which is what calls DBI->column_info, which causes the slow queries. RT is currently using the set of columns so obtained to pass to GROUP BY to perform both a DISTINCT and ORDER BY; Pg 9.1 is smart enough to know that grouping by the primary key is enough to imply the remaining columns as well[1]. As such, the attached patch (which has only been briefly tested) may suffice. This is only slightly papering around the problem, however, as any later call to ->Fields will incur the same cost. RT does not currently contain any such calls, so I _expect_ it to be sufficient. A more robust solution would be to call ->Fields at server initialization time, before the first request. This would require also modifying DBIx::SearchBuilder::Handle to cache the information by DSN, as it currently only lasts until the dbh gets replaced -- which happens at server startup. > This has to be a bug of RT4 or of the DBIx modules it uses so cross > posting to rt-bugs@ as well... Please don't cross-post to rt-bugs@; it leads to duplicate tickets. Once discussion has achieved consensus on the bug is the right time to create a bug ticket. - Alex [1] http://www.postgresql.org/docs/9.1/static/release-9-1.html#AEN109008 -------------- next part -------------- A non-text attachment was scrubbed... Name: 0001-We-can-omit-the-heavy-on-Pg-Fields-call-on-9.1-and-a.patch Type: text/x-patch Size: 1447 bytes Desc: not available URL: From alexmv at bestpractical.com Tue May 13 15:28:26 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 13 May 2014 15:28:26 -0400 Subject: [rt-users] Slow ticket loading.... In-Reply-To: <53726D89.9020103@bestpractical.com> References: <5371DA20.7030302@sorbs.net> <53726D89.9020103@bestpractical.com> Message-ID: <5372725A.2010708@bestpractical.com> On 05/13/2014 03:07 PM, Alex Vandiver wrote: > [snip] As such, the attached patch (which has only been briefly tested) may suffice. Updated version, with one more close paren, attached. - Alex -------------- next part -------------- A non-text attachment was scrubbed... Name: 0001-We-can-omit-the-heavy-on-Pg-Fields-call-on-9.1-and-a.patch Type: text/x-patch Size: 1448 bytes Desc: not available URL: From alexmv at bestpractical.com Tue May 13 15:53:40 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 13 May 2014 15:53:40 -0400 Subject: [rt-users] [rt-announce] RT 4.0.20 released Message-ID: <53727844.1050004@bestpractical.com> RT 4.0.20 -- 2014-05-13 ----------------------- We are pleased to announce that RT 4.0.20 is now available. http://download.bestpractical.com/pub/rt/release/rt-4.0.20.tar.gz http://download.bestpractical.com/pub/rt/release/rt-4.0.20.tar.gz.sig SHA1 sums 9078f3c31a14298eca386191d68a664962a3b691 rt-4.0.20.tar.gz 4ca682fb696e87dde52389367363030fbe866fba rt-4.0.20.tar.gz.sig This release is primarily a bugfix release; changes of note include: General user UI * Resolve a regression in 4.0.19 wherein TITLE information was lost after parsing on the Advanced page (#29425) * Ensure that Sidebar / Body panes in dashboard configuration display in a consistent order. * Add Date and DateTime fields to bulk update. * Prevents "Can't call method "DependsOn" on an undefined value" error in bulk update if tickets were deleted. * Show links to tickets which are not readable by the user as numbers, not as blank titles. * Allow non-ASCII characters in passwords (#28784) * Add a "Reset" button to revert homepage portlet formatting to the system default * Allow downloading attachments whose filenames contain a leading dot (#29700) * Prevent uninitialized value warning on search result pages with no query (#29699) Admin * Use one fewer database connections per rt-server process; this is most notable on fastcgi deployments, which spawn a number of rt-server processes * Catch and warn of template compilation errors, such as unbalanced braces. * Prevent warnings on perl 5.19 * Update suggested backup strategy on MySQL to no longer require LOCK TABLES privileges (#22893) * Prevent a possible infinite loop in rt-validator --resolve if Principal records were missing; default to forcing their creation. * Additional optional upgrade script for users who used RT::Extension::CustomField::Checkbox in RT 3.8 * Default to connecting to sphinx via 127.0.0.1 instead of localhost on MySQL 5.5, due to http://sphinxsearch.com/bugs/view.php?id=1815 * Remove "uninitialized value warnings" for upgrades from RT 3.8 (#17505) * Ensure that rt-test-dependencies re-execs itself using its full path, as module installations may have changed the directory (#29024) * Properly detect an existing database but missing schema in the web installer REST * Allow arbitrary Content-Disposition in REST uploads (#19770) Developer * Correct a typo in the documentation for MakeClicky callbacks. * Allow consumers of EditCustomField to specify undef $Rows or $Cols to omit the respective attributes during form element rendering. * Allow members to be added to groups during group creation in initialdata * Allow consumers of /Elements/SimpleSearch to provide the placeholder text. * Default Domain to UserDefined for groups created in initialdata. * Add a comment warning about the use of the SetFieldsOnce callback in BuildFormatString; it will be removed in RT 4.4. * Fix behavior of RT::Date->AddDays when passed 0 days * Allow RT::Users->WhoBelongToGroups to optionally return unprivileged users * Provide hooks to implement a cache on MakeClicky * Prevent race conditions in 99-policy.t by skipping t/tmp/ and other volatile directories. * Check POD of all files Documentation * Documentation on writing extensions for RT. * Updated parts of RT::StyleGuide * Note that changing queue subject tags may require altering $EmailSubjectTagRegex A complete changelog is available from git by running: git log rt-4.0.19..rt-4.0.20 or visiting https://github.com/bestpractical/rt/compare/rt-4.0.19...rt-4.0.20 _______________________________________________ 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 Tue May 13 15:54:39 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 13 May 2014 15:54:39 -0400 Subject: [rt-users] [rt-announce] RT 4.2.4 released Message-ID: <5372787F.604@bestpractical.com> RT 4.2.4 -- 2014-05-13 ---------------------- We are happy to announce that RT 4.2.4 is now available. http://download.bestpractical.com/pub/rt/release/rt-4.2.4.tar.gz http://download.bestpractical.com/pub/rt/release/rt-4.2.4.tar.gz.asc SHA1 sums bcacf4c7669c05ed3e53ac07195abe16164e22f8 rt-4.2.4.tar.gz b7aed714c51bec81e85d06593ab7a3c859c83c6a rt-4.2.4.tar.gz.asc This release is primarily a bugfix release; notable changes include: Database changes * Add the AutoOpenInactive action for upgrades; clean installs of RT 4.2.0 or higher have this action already * Force Lifecycle and Disabled properties of the internal __Approvals queue to the values RT needs to function correctly Notable new features * If indexed full-text searching is enabled, the simple search will search in both Content and Subject. * Align headers of collections to their content, by default. This right-aligns the "#" header of ticket collections, for instance. * Send caching headers for all static content; this fixes a regression from RT 4.0, which correctly set caching headers on static images (#28640) * Re-order JS to optimize parallel resource fetching, and decrease load times * Allow LIKE and NOT LIKE with Status limits (#29654) Regression fixes * Resolve a regression in 4.2.3 wherein TITLE information was lost after parsing on the Advanced page (#29425) * Fix a regression in 4.2.2, which caused "select" custom fields to not pick up their defaults when cloning tickets (#29751) * Fix a regression in 4.2.2 which caused checkbox CFs to add the same value multiple times (#29392) * Fix a regression in 4.2.2 when categories were set on a CF without using the "based on" feature. * Show reminders without due dates if $OnlyOverdue is set; this fixes a regression from RT 4.0 Email * Use "white-space: pre-wrap" when inserting plain-text into HTML templates. This preserves line breaks but allows clients to wrap lines if need be. Localization * Updated localizations from Launchpad; new Persian translation * Better cluing of pluralization and quantified terms for translators * Remove untranslatable locstrings (#29798) * Fix extra/missing numbers in Czech localization (#29741) * Remove no longer translated right names from PO files * Disambiguate "M" for "month" vs "megabyte" General web UI * Better splitting of phrases with numbers in ticket link autocompletion * Autocomplete email addresses in Forward page (#28441) * Allow non-ASCII characters in passwords (#28784) * Add a "Reset" button to revert homepage portlet formatting to the system default * Remove uninitialized value warnings for upgrades from RT 3.8 (#17505) * Allow downloading attachments whose filenames contain a leading dot (#29700) * Prevent uninitialized value warning on search result pages with no query (#29699) * Hide user summary links in mobile UI, as there is no user summary page for mobile (#28788) * Always add the trailing delimiter when autocompleting multiple-entry objects, such as email addresses * Compress PNG images to decrease initial page load times * Avoid "That is already the current value" warning when changing between two queues with differing lifecycles but a same-name mapping * Don't nest tags to User Summaries in queue watcher page * Require that saved searches have names in order to be created (#20210) * Give a proper error when attempting to merge a ticket into itself (#26407) * Searching for "ip version 6" no longer limits to ticket 6; the 6 is instead searched for in the subject. (#22470) * Give SystemError transactions their own CSS style * Fix ticket link autocompletion during ticket creation * Require that one or more addresses be provided to forward (#25308) * Respect the "color" attribute in HTML mail (#28389) * Rework the JS that prevented form resubmission; instead of disabling the submit button (which interacted poorly with the browser's back button), instead use an attribute on the form (#27489) * Squash warnings triggered by query builder when more than 50 different users had OwnTicket * Serve rich text editor JS with the rest of the compressed JS; this ensures that it is better cached Web administration * Allow external custom fields to have a "based on" category. * Hide the queue name, lifecycle, and disabled box on the edit page for the __Approvals queue; these must remain unchanged for Approvals functionality. * Correctly page user results in User Summary searches * Prevent warnings on Scrip edit pages if the user did not have global ShowTemplate rights Configuration options * Add a new option ($AllowLoginPasswordAutoComplete) to allow the browser to remember user passwords on RT's login screen (#29071) * Add new $DefaultSearchResultOrderBy and $DefaultSearchResultOrder options to control the global default ordering of tickets * When the stylesheet is set to an unknown style, default to rudder, not aileron (#29132) Server administration * Use one fewer database connections per rt-server process; this is most notable on FastCGI deployments, which spawn a number of rt-server processes * Default to connecting to sphinx via 127.0.0.1 instead of localhost on MySQL 5.5, due to http://sphinxsearch.com/bugs/view.php?id=1815 * rt-validator can now detect and fix links to Articles with the wrong $Organization set * Check that the version in sbin/rt-server matches the version in lib/RT/Generated.pm during server startup * Follow up to 3 HTTP redirects when POSTing to the mail gateway. This covers the common case of http: redirecting to https:, but the mail gateway referencing http: (#14114) * Return a status code 503 if we cannot connect to the database (#23332) Installation * When configuring, pull the primary group of the current user using perl, instead of `groups`, which may not list the primary group first. * Ensure that rt-test-dependencies re-execs itself using its full path, as module installations may have changed the directory (#29024) * Properly detect an existing database but missing schema in the web installer * On perl 5.19.3 and above, a more recent version of Symbol::Global::Name is required, due to core perl changes Upgrades * Bulletproof 4.0 Articles upgrade steps by dropping tables before attempting to create them * Correct documentation path in upgrade warning * In database upgrades, skip the "BACK UP BEFORE THIS STEP" warning if the --force option was provided, which gives no change to stop at that point. * Remove a warning in the optional time-worked-history.pl upgrade step REST * Allow arbitrary Content-Disposition in REST uploads (#19770) Developer * Add a comment warning about the use of the SetFieldsOnce callback in BuildFormatString; it will be removed in RT 4.4. * Fix behavior of RT::Date->AddDays when passed 0 days * Check POD of all files * Allow RT::Users->WhoBelongToGroups to optionally return unprivileged users * Provide hooks to implement a cache on MakeClicky * Document ExtractTicketId and ParseTicketId, as useful methods for local overrides * Update RT::CustomField->LoadByName, when called with a Queue argument, to return only ticket CFs; in 4.2, it also began finding queue CFs. This reverts to the behavior from 4.0. * The Articles URI implementation is now consistent with Ticket URIs; ->LocalURIPrefix does not contain /article/ * Allow @JSFiles to include files not under /static/js/ if they have a leading / * Add a generic style for reverse-color ticket titlebox tabs * Allow plugins to wrap the PSGI application in its entirety * Bulletproof role resolution for single-user roles * Win32 and IIS are not a supported platform; remove all lingering references to them * Allow ModifyAll.html's Default callback to change @results, like Modify.html * Make Widgets/Form/Select honor the Multiple flag (#12447) * Remove extraneous direct uses of Time::ParseDate (#24498) * Add a callback after Attachments on ticket display * Fix SetDisabled's return message on failure (#29802) * Refactor CSV export to allow its use by non-ticket collections Documentation * Updated parts of RT::StyleGuide * Document the --no-users and --no-groups options to rt-serializer more clearly * Add documentation for rt-validate-aliases * Remove misleading comment about "an rt-mailgate user" from rt-mailgate documentation * Remove ambiguity of direction of $CanonicalizeEmailAddressMatch and $CanonicalizeEmailAddressReplace * Update schema.dot for the ObjectScrips table, new in 4.2 * List SQLite in documentation as a possible database backend, for non-production use. * Update suggested backup strategy on MySQL to no longer require LOCK TABLES privileges (#22893) * Note that changing queue subject tags may require altering $EmailSubjectTagRegex * Suggest /etc/cron.d instead of root's crontab, for discoverability A complete changelog is available from git by running: git log rt-4.2.3..rt-4.2.4 or visiting https://github.com/bestpractical/rt/compare/rt-4.2.3...rt-4.2.4 _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From falcone at bestpractical.com Tue May 13 16:48:35 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 13 May 2014 16:48:35 -0400 Subject: [rt-users] [rt-announce] RTIR 3.0.2 Released Message-ID: <20140513204835.GD26272@jibsheet.com> RTIR 3.0.2 contains a number of bug fixes and performance enhancements since 3.0.1 as well as a few constituency regressions dating back into 2.6. If you used add_constituency on 2.6 or 3.0 to set up your constituencies, you will want to review UPGRADING-3.0 to ensure your custom field permissions are correct. When installing or upgrading to RTIR 3.0.2, you should consider also using RT 4.0.20 which contains a number of bugfixes and enables RTIR to make use of an additional performance enhancement cache. http://download.bestpractical.com/pub/rt/release/RT-IR-3.0.2.tar.gz http://download.bestpractical.com/pub/rt/release/RT-IR-3.0.2.tar.gz.asc SHA1 sums 54e42f2bf8d26099f4797a94d87b5bf9beea4c75 RT-IR-3.0.2.tar.gz beddfb88a3550ca15f5a6b9c38ec66d75fa0bbed RT-IR-3.0.2.tar.gz.asc Bugs * Cache Constituency metaqueues to avoid performance penalty on every HasRight check. This is particularly evident in the REST or other large ticket list outputs. * When RTIR 3.0 moved to using the standard RT Quick Search portlets, it did not update filter callbacks appropriately, so Constituency metaqueues were visible in both the RT and RTIR homepages. They are now filtered and filtered at the database level. * RTIR 2.6 and 3.0 shipped an add_constituency script that did not properly grant rights on core RTIR custom fields during constituency configuration. It grants rights slightly broader than the 2.4 version, but this is probably more correct, and easily corrected in the admin UI. * Recognize that TLDs can be longer than 3 characters when looking for email addresses. * Clean up a log warning generated when replying to Incidents. Features * When using RT 4.0.20 or newer, the Search box in the upper righthand corner will properly indicate that you are searching Incidents, not all Tickets. * When using RT 4.0.20 or newer, RTIR can cache the results of generating MakeClicky links on tickets for 6 hours. Because of the number of types of links that RTIR generates, and the likelihood that there are many IP addresses or URLs which are linkified, this can be a large performance gain on long or frequently loaded tickets. A complete changelog is available from git by running: git log 3.0.1..3.0.2 or visiting https://github.com/bestpractical/rtir/compare/3.0.1...3.0.2 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From stefan.hattrell at gmail.com Tue May 13 19:30:03 2014 From: stefan.hattrell at gmail.com (digorgonzola) Date: Tue, 13 May 2014 16:30:03 -0700 (PDT) Subject: [rt-users] ticket content not displaying via RT's web 'Search' but shows up with sphinx's 'search' binary In-Reply-To: <53723615.3070509@bestpractical.com> References: <5110CFF4.3010200@opensourcesolutions.co.in> <5110D5E5.2080707@opensourcesolutions.co.in> <5111582A.5030700@bestpractical.com> <511233AD.6070104@opensourcesolutions.co.in> <511295EC.20108@bestpractical.com> <51138C59.4040109@opensourcesolutions.co.in> <5113F778.4010208@bestpractical.com> <51147C61.9030004@opensourcesolutions.co.in> <1399991978695-57352.post@n7.nabble.com> <53723615.3070509@bestpractical.com> Message-ID: <1400023803419-57365.post@n7.nabble.com> Thanks for the quick response! Glad to have some assistance on this as I certainly don't have the advanced skills required to debug this stuff. Followed your instructions and got the following result: I guess this means that it is using the magic sphinx index? Any clues as to where to look next? -- View this message in context: http://requesttracker.8502.n7.nabble.com/ticket-content-not-displaying-via-RT-s-web-Search-but-shows-up-with-sphinx-s-search-binary-tp52602p57365.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From michelle at sorbs.net Tue May 13 23:17:55 2014 From: michelle at sorbs.net (Michelle Sullivan) Date: Wed, 14 May 2014 05:17:55 +0200 Subject: [rt-users] Slow ticket loading.... In-Reply-To: <53726D89.9020103@bestpractical.com> References: <5371DA20.7030302@sorbs.net> <53726D89.9020103@bestpractical.com> Message-ID: <5372E063.4090902@sorbs.net> Alex Vandiver wrote: > On 05/13/2014 05:39 AM, Michelle Sullivan via RT wrote: > >> [snip] >> > > This message was rejected from rt-users because it was over 1M of > logfiles. Please don't send large messages to the list; you're welcome > to provide a link to complete logs for those interested in them, of course. > I actually didn't know the size (though I knew it might be bigger than acceptable by the list software - figured some intelligent person would choose to deal or allow it ;-) ) > >> Here's the result of what RT4 does to the DB (note: RT3.8 does *NOT* >> suffer the same problems - as am running that and just trying to >> upgrade.. Also note: RT 4.0.19 on Apache 2.2 with ModPerl2 running >> against some very fast PostgreSQL 8.4.10 DBs (cluster of 4 servers) - >> round trip to them is around 25-50ms)... the query log for a *SINGLE* >> ticket follows... >> > > This only occurs on the first request; DBIx::SearchBuilder calls > DBI->column_info to determine the set of columns for each RT table, to > be able to use them in the GROUP BY. It then caches the information; > none of the queries to pg_constraints should happen after the first request. > Yeah - i'm seeing this every time a ticket is loaded - so RT/DBIx is not caching it... and that's probably because the IDs are different - so even pgpool/memcached setup can't cache it... > There are two fixes to this; one is to find a way to not call > DBIx::SearchBuilder->Fields, which is what calls DBI->column_info, which > causes the slow queries. RT is currently using the set of columns so > obtained to pass to GROUP BY to perform both a DISTINCT and ORDER BY; Pg > 9.1 is smart enough to know that grouping by the primary key is enough > to imply the remaining columns as well[1]. As such, the attached patch > (which has only been briefly tested) may suffice. > I'm on 8.4 will that work as well, or should I not bother? (I can't upgrade to 9.1 yet, as much as I want to - the software on the system is in the hands of the Operations team and controlled by puppet so 8.x -> 9.x is impossible without corrupting everything or Operations input). > This is only slightly papering around the problem, however, as any later > call to ->Fields will incur the same cost. RT does not currently > contain any such calls, so I _expect_ it to be sufficient. A more > robust solution would be to call ->Fields at server initialization time, > before the first request. That sounds sane (calling at init) .. as for the calls to ->Fields I think you do call it in the custom fields code... because that's where I first saw this issue 6 months ago (and it was dismissed.) > This would require also modifying > DBIx::SearchBuilder::Handle to cache the information by DSN, as it > currently only lasts until the dbh gets replaced -- which happens at > server startup. > > >> This has to be a bug of RT4 or of the DBIx modules it uses so cross >> posting to rt-bugs@ as well... >> > > Please don't cross-post to rt-bugs@; it leads to duplicate tickets. > Once discussion has achieved consensus on the bug is the right time to > create a bug ticket. > Ok my apologies - it's been a while since I've been here - maybe a cross post to rt-devel would have been more appropriate - anyhow, my apologies. -- Michelle Sullivan http://www.mhix.org/ From alexmv at bestpractical.com Tue May 13 23:34:12 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 13 May 2014 23:34:12 -0400 Subject: [rt-users] ticket content not displaying via RT's web 'Search' but shows up with sphinx's 'search' binary In-Reply-To: <1400023803419-57365.post@n7.nabble.com> References: <5110CFF4.3010200@opensourcesolutions.co.in> <5110D5E5.2080707@opensourcesolutions.co.in> <5111582A.5030700@bestpractical.com> <511233AD.6070104@opensourcesolutions.co.in> <511295EC.20108@bestpractical.com> <51138C59.4040109@opensourcesolutions.co.in> <5113F778.4010208@bestpractical.com> <51147C61.9030004@opensourcesolutions.co.in> <1399991978695-57352.post@n7.nabble.com> <53723615.3070509@bestpractical.com> <1400023803419-57365.post@n7.nabble.com> Message-ID: <5372E434.9010407@bestpractical.com> On 05/13/2014 07:30 PM, digorgonzola wrote: > Thanks for the quick response! > > Glad to have some assistance on this as I certainly don't have the advanced > skills required to debug this stuff. > > Followed your instructions and got the following result: > > > > I guess this means that it is using the magic sphinx index? Any clues as to > where to look next? Please show both the TicketSQL and the SQL that produced that. - Alex From vogt at spamcop.net Wed May 14 02:36:40 2014 From: vogt at spamcop.net (Gerald Vogt) Date: Wed, 14 May 2014 08:36:40 +0200 Subject: [rt-users] [rt-announce] RT 4.2.4 released In-Reply-To: <5372787F.604@bestpractical.com> References: <5372787F.604@bestpractical.com> Message-ID: <53730EF8.1000500@spamcop.net> I have upgraded from 4.2.3 to 4.2.4 and after the upgrade users only see an empty rt at a glace page after log in. If I check the rt at a glance settings in the "Logged in" menu I can see that everything has been cleared out. It was O.K. in 4.2.3. So basically, the 4.2.4 upgrade seem to have cleared out the rt at a glance configuration for users leaving an empty page after log in... The database upgrade didn't show any errors. I have tried the upgrade twice and it happens each time. So now I am back with 4.2.3. -Gerald From nicholasjwhitehead at gmail.com Wed May 14 04:39:31 2014 From: nicholasjwhitehead at gmail.com (Nicholas Whitehead) Date: Wed, 14 May 2014 09:39:31 +0100 Subject: [rt-users] RT email settings with Office 365 Message-ID: Hi I wonder if anyone can help me .. I have RT v4 installed on DEBIAN V6 and the site appears fine Our company email is hosted offsite through Exchange on MS Office 365 and I am trying to set up the RT email to talk to Office 365 Can anyone point me in the right direction please Thanks in advance NJW -------------- next part -------------- An HTML attachment was scrubbed... URL: From Lieven.Bridts at ocmwpuurs.be Wed May 14 05:18:45 2014 From: Lieven.Bridts at ocmwpuurs.be (Lieven Bridts) Date: Wed, 14 May 2014 09:18:45 +0000 Subject: [rt-users] Clickable custom field in User Summary display page Message-ID: <889D8661A80A664FABA93E1489EF3E908ACD846E@EXCHANGE.gempuurs.local> Anyone a suggestion? Is a clickable CF in 'User Summary Display' possible? Anyone succeeded? If not, than I don't have to search for possible errors or misconfigurations anymore. Thanks a lot. Lieven Bridts -----Oorspronkelijk bericht----- Van: Kevin Falcone [mailto:falcone at bestpractical.com] Verzonden: donderdag 24 april 2014 18:39 Aan: rt-users at lists.bestpractical.com Onderwerp: Re: [rt-users] Clickable custom field in User Summary display page On Thu, Apr 24, 2014 at 08:24:48AM +0000, Lieven Bridts wrote: > I like the new RT 4.2.3 and its new features. Great work. > > At the moment we are extending our RT with custom fields, which seems to work well. > > Using clickable links in e.g. the Asset Display-page works as expected. > > And adding custom fields to the User Summary (display) page is fairly simple using > Set(%UserSummaryExtraInfo) > > But the shown (CF.)fields are not clickable although they're configured as such. > > So, as I see it, at the moment there's no place where I can use a clickable "User-Customfield" > > Did I overlook something? I think you need to tell us more about what you've done to make a clickable CF (Link values to on the CF admin page?) and what you're putting in your UserSummaryExtraInfo. -kevin Well... I made a "Global Custom Field for all users" and gave it the name 'Functie' (Sorry, for the Dutch words now and then) Type: Enter one value Applies to : Users Validation : Link values to: http:///gebrbeh/showfie.php?fie=__CustomField__ Include page : Active Group rights : Privileged : view custom fields (SeeCustomField) ; Add, modify and delete custom field values for objects (ModifyCustomField) In RT_SiteConfig.pm: Set(%CustomFieldGroupings, 'RT::Ticket' => { 'Basics' => ['Domein', 'Aard'], }, 'RT::Asset' => { 'Details' => ['Type'], }, 'RT::User' => { 'Details' => ['CF.Functie'], } ); Set(@UserSummaryPortlets, (qw/ExtraInfo CreateTicket ActiveTickets InactiveTickets UserAssets/)); Set($UserSummaryExtraInfo, "RealName, EmailAddress, Name, Organization, WorkPhone, MobilePhone, 'CF.Functie'"); On the "basics" page of the user I can see the custom field 'Functie' as expected and I can enter a value, e.g. "Manager" On the "User Summary" page of the user, I can see the custom field as well, I can read the value ("Manager"), but in the "User Information"-box nothing is clickable. (It would be nice if the email address would be a clickable address too) Can I give you some more information to help me out here? Best Regards, Lieven From Lieven.Bridts at ocmwpuurs.be Wed May 14 05:23:33 2014 From: Lieven.Bridts at ocmwpuurs.be (Lieven Bridts) Date: Wed, 14 May 2014 09:23:33 +0000 Subject: [rt-users] CF with auto-completion of usernames Message-ID: <889D8661A80A664FABA93E1489EF3E908ACD848E@EXCHANGE.gempuurs.local> Hello group, I would like to use some more Custom Fields, mainly in the 'assets'-section. One of these fields should contain an username, similar to the fields 'held-by' and 'contact' The creation of the Custom Field is not a major problem. But how can I make it looking up its possible values for auto-completion between the RT-users? It would be totally the max if this new field would integrate with the "add a person" dropdown: a third choice next to "held-by" and "contact". But that is not necessary. It should be possible to add multiple persons/values (not similar to the 'owner'-field which can hold only one value) Best regards, Lieven Bridts -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed May 14 11:27:15 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 14 May 2014 11:27:15 -0400 Subject: [rt-users] Clickable custom field in User Summary display page In-Reply-To: <889D8661A80A664FABA93E1489EF3E908ACD846E@EXCHANGE.gempuurs.local> References: <20140507145609.GL2908@jibsheet.com> <889D8661A80A664FABA93E1489EF3E908ACD846E@EXCHANGE.gempuurs.local> Message-ID: <20140514152715.GA2978@jibsheet.com> On Wed, May 14, 2014 at 09:18:45AM +0000, Lieven Bridts wrote: > > Anyone a suggestion? > Is a clickable CF in 'User Summary Display' possible? Anyone succeeded? If not, than I don't have to search for possible errors or misconfigurations anymore. It appears you missed my reply. http://www.gossamer-threads.com/lists/rt/users/123033#123033 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From Lieven.Bridts at ocmwpuurs.be Wed May 14 12:18:01 2014 From: Lieven.Bridts at ocmwpuurs.be (Lieven Bridts) Date: Wed, 14 May 2014 16:18:01 +0000 Subject: [rt-users] Clickable custom field in User Summary display page In-Reply-To: <20140514152715.GA2978@jibsheet.com> References: <20140507145609.GL2908@jibsheet.com> <889D8661A80A664FABA93E1489EF3E908ACD846E@EXCHANGE.gempuurs.local> <20140514152715.GA2978@jibsheet.com> Message-ID: <889D8661A80A664FABA93E1489EF3E908ACD8766@EXCHANGE.gempuurs.local> Oops! I'm sorry. You're right. I seemed to have missed your reply. I understand that it's not possible to have CF-links on the User Summary Page for now. That's a pitty, but I also support your strategy of not copying code. As suggested, I will create a ticket for this, but surely do understand the low priority. In the meantime I'll look for a work-around or alternative way. Best regards, Lieven Bridts -----Oorspronkelijk bericht----- Van: Kevin Falcone [mailto:falcone at bestpractical.com] Verzonden: woensdag 14 mei 2014 17:27 Aan: rt-users at lists.bestpractical.com Onderwerp: Re: [rt-users] Clickable custom field in User Summary display page On Wed, May 14, 2014 at 09:18:45AM +0000, Lieven Bridts wrote: > > Anyone a suggestion? > Is a clickable CF in 'User Summary Display' possible? Anyone succeeded? If not, than I don't have to search for possible errors or misconfigurations anymore. It appears you missed my reply. http://www.gossamer-threads.com/lists/rt/users/123033#123033 -kevin From alexmv at bestpractical.com Wed May 14 16:03:39 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 14 May 2014 16:03:39 -0400 Subject: [rt-users] [rt-announce] RT 4.2.4 released In-Reply-To: <53730EF8.1000500@spamcop.net> References: <5372787F.604@bestpractical.com> <53730EF8.1000500@spamcop.net> Message-ID: <5373CC1B.3070708@bestpractical.com> On 05/14/2014 02:36 AM, Gerald Vogt wrote: > I have upgraded from 4.2.3 to 4.2.4 and after the upgrade users only > see an empty rt at a glace page after log in. Have you customized your homepage from the global default? Did all users have this problem? Was there anything in the error logs when users logged in? > If I check the rt at a glance settings in the "Logged in" menu I can > see that everything has been cleared out. It was O.K. in 4.2.3. By this, I presume you mean /Prefs/MyRT.html ? Did it offer the expected list under "Available"? Can you navigate to Admin ? Tools ? System Configuration and show the value of "HomepageSettings" found under "Global attributes"? - Alex From zachary.neubert at usu.edu Wed May 14 16:11:08 2014 From: zachary.neubert at usu.edu (IT Guy) Date: Wed, 14 May 2014 13:11:08 -0700 (PDT) Subject: [rt-users] Get Custom Field Data from ticket to use in an email Message-ID: <1400098267863-57375.post@n7.nabble.com> This is my template: Talking about: { my $values = $Ticket->CustomFieldValues('Number'); my $OUTPUT; while ( my $value = $values->Next ) { $OUTPUT .= "Here's your value --->"; $OUTPUT .= $value->Content; $OUTPUT .= "<---\n"; } $OUTPUT; } This is mostly copied directly from a page on the Request Tracker Wiki, however, something must have gone wrong on the way. I have 3 custom fields, Number, Date Created and Article Body. I was hoping to extract Number with this template, but I just keep getting emails with "Talking about: " and that's it. If I put nonsense in the quotes here: $Ticket->CustomFieldValues('Number') I get an error in Apache's log telling me the custom field couldn't load (because it doesn't exist), but I get no such message with 'Number'. I've double-checked the scrip order to make sure the Custom Fields are filled before the scrip is called but they are, in fact, in the right order. What am I doing wrong? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Get-Custom-Field-Data-from-ticket-to-use-in-an-email-tp57375.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From michelle at sorbs.net Wed May 14 18:36:44 2014 From: michelle at sorbs.net (Michelle Sullivan) Date: Thu, 15 May 2014 00:36:44 +0200 Subject: [rt-users] Slow ticket loading.... In-Reply-To: <5372E063.4090902@sorbs.net> References: <5371DA20.7030302@sorbs.net> <53726D89.9020103@bestpractical.com> <5372E063.4090902@sorbs.net> Message-ID: <5373EFFC.4070106@sorbs.net> Michelle Sullivan wrote: > Alex Vandiver wrote: > >> On 05/13/2014 05:39 AM, Michelle Sullivan via RT wrote: >> >> >>> [snip] >>> >>> >> This message was rejected from rt-users because it was over 1M of >> logfiles. Please don't send large messages to the list; you're welcome >> to provide a link to complete logs for those interested in them, of course. >> >> > I actually didn't know the size (though I knew it might be bigger than > acceptable by the list software - figured some intelligent person would > choose to deal or allow it ;-) ) > > >> >> >>> Here's the result of what RT4 does to the DB (note: RT3.8 does *NOT* >>> suffer the same problems - as am running that and just trying to >>> upgrade.. Also note: RT 4.0.19 on Apache 2.2 with ModPerl2 running >>> against some very fast PostgreSQL 8.4.10 DBs (cluster of 4 servers) - >>> round trip to them is around 25-50ms)... the query log for a *SINGLE* >>> ticket follows... >>> >>> >> This only occurs on the first request; DBIx::SearchBuilder calls >> DBI->column_info to determine the set of columns for each RT table, to >> be able to use them in the GROUP BY. It then caches the information; >> none of the queries to pg_constraints should happen after the first request. >> >> > Yeah - i'm seeing this every time a ticket is loaded - so RT/DBIx is not > caching it... and that's probably because the IDs are different - so > even pgpool/memcached setup can't cache it... > > >> There are two fixes to this; one is to find a way to not call >> DBIx::SearchBuilder->Fields, which is what calls DBI->column_info, which >> causes the slow queries. RT is currently using the set of columns so >> obtained to pass to GROUP BY to perform both a DISTINCT and ORDER BY; Pg >> 9.1 is smart enough to know that grouping by the primary key is enough >> to imply the remaining columns as well[1]. As such, the attached patch >> (which has only been briefly tested) may suffice. >> >> > I'm on 8.4 will that work as well, or should I not bother? (I can't > upgrade to 9.1 yet, as much as I want to - the software on the system is > in the hands of the Operations team and controlled by puppet so 8.x -> > 9.x is impossible without corrupting everything or Operations input). > FYI it appears every new connection to the DB is causing DBI->column_info to be called. On the 'in test' system this happens a lot .. page loads when it opens a new connection is +4 minutes... regardless of the page. It's quite usable with and without pgpool (it's faster without) - except when a new connection is opened. >> This is only slightly papering around the problem, however, as any later >> call to ->Fields will incur the same cost. RT does not currently >> contain any such calls, so I _expect_ it to be sufficient. A more >> robust solution would be to call ->Fields at server initialization time, >> before the first request. >> > That sounds sane (calling at init) .. as for the calls to ->Fields I > think you do call it in the custom fields code... because that's where I > first saw this issue 6 months ago (and it was dismissed.) > This might be a misnomer, as it's connection opening that causes it... and a call to customfields should be using the already open handle... in theory.. Michelle >> This would require also modifying >> DBIx::SearchBuilder::Handle to cache the information by DSN, as it >> currently only lasts until the dbh gets replaced -- which happens at >> server startup. >> >> >> >>> This has to be a bug of RT4 or of the DBIx modules it uses so cross >>> posting to rt-bugs@ as well... >>> >>> >> Please don't cross-post to rt-bugs@; it leads to duplicate tickets. >> Once discussion has achieved consensus on the bug is the right time to >> create a bug ticket. >> >> > Ok my apologies - it's been a while since I've been here - maybe a cross > post to rt-devel would have been more appropriate - anyhow, my apologies. > > > > > -- Michelle Sullivan http://www.mhix.org/ From cwindus at redlands.qld.edu.au Wed May 14 18:35:10 2014 From: cwindus at redlands.qld.edu.au (Carl Windus) Date: Thu, 15 May 2014 08:35:10 +1000 Subject: [rt-users] Scrip to stop jobs in RT being created if they don't originate from a specific domain Message-ID: Hi guys, I'm interested in having RT only auto create jobs that come from a specific domain, e.g. *@foo.com. I imagine this can be done in a scrip (complete newbie to the scrip'ing process though). Has anyone done this before, and if so, can you point me in the right direction? Appreciate any thoughts/comments. Regards, Carl. -------------- next part -------------- An HTML attachment was scrubbed... URL: From stefan.hattrell at gmail.com Wed May 14 19:27:56 2014 From: stefan.hattrell at gmail.com (digorgonzola) Date: Wed, 14 May 2014 16:27:56 -0700 (PDT) Subject: [rt-users] ticket content not displaying via RT's web 'Search' but shows up with sphinx's 'search' binary In-Reply-To: <5372E434.9010407@bestpractical.com> References: <5111582A.5030700@bestpractical.com> <511233AD.6070104@opensourcesolutions.co.in> <511295EC.20108@bestpractical.com> <51138C59.4040109@opensourcesolutions.co.in> <5113F778.4010208@bestpractical.com> <51147C61.9030004@opensourcesolutions.co.in> <1399991978695-57352.post@n7.nabble.com> <53723615.3070509@bestpractical.com> <1400023803419-57365.post@n7.nabble.com> <5372E434.9010407@bestpractical.com> Message-ID: <1400110076595-57378.post@n7.nabble.com> Morning. Should have provided more detail for you. Here is the ticket SQL for my search: "( Content LIKE 'sace' ) AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' )" I then piped this into the perl command as per your instructions: perl -I/opt/rt4/lib -MRT=-init -le '$t=RT::Tickets->new(RT->SystemUser); $t->FromSQL("@ARGV"); print $t->BuildSelectQuery;' \ "Content LIKE 'sace' AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' )" Which gave me the following SQL query: SELECT DISTINCT main.* 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 = 'sace;limit=10000;maxmatches=10000' ) AND ( main.Status = 'new' OR main.Status = 'open' OR main.Status = 'stalled' ) ) I put this query into MySQL with "explain" on the front as such: Mariadb [(rt4)]> explain SELECT DISTINCT main.* 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 = 'sace;limit=10000;maxmatches=10000' ) AND ( main.Status = 'new' OR main.Status = 'open' OR main.Status = 'stalled' ) ); Any clues in there? I turned transaction logging on and syslog doesn't show any errors: May 14 23:20:54 localhost RT: [4994] SQL(0.001437s): 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 = 'sace;limit=10000;maxmatches=10000' ) ) AND ( main.Status = 'new' OR main.Status = 'open' OR main.Status = 'stalled' ) ) ; (/opt/rt/rt4-mysql/sbin/../lib/RT/Interface/Web.pm:1292) -- View this message in context: http://requesttracker.8502.n7.nabble.com/ticket-content-not-displaying-via-RT-s-web-Search-but-shows-up-with-sphinx-s-search-binary-tp52602p57378.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From vogt at spamcop.net Thu May 15 01:10:57 2014 From: vogt at spamcop.net (Gerald Vogt) Date: Thu, 15 May 2014 07:10:57 +0200 Subject: [rt-users] [rt-announce] RT 4.2.4 released In-Reply-To: <5373CC1B.3070708@bestpractical.com> References: <5372787F.604@bestpractical.com> <53730EF8.1000500@spamcop.net> <5373CC1B.3070708@bestpractical.com> Message-ID: <53744C61.8020300@spamcop.net> On 14.05.2014 22:03, Alex Vandiver wrote: > On 05/14/2014 02:36 AM, Gerald Vogt wrote: >> I have upgraded from 4.2.3 to 4.2.4 and after the upgrade users only >> see an empty rt at a glace page after log in. > > Have you customized your homepage from the global default? Did all I have changed the global RT at a glance, if that's what you mean by "home page". > users have this problem? Was there anything in the error logs when I can't tell about other users but I saw it with my account and the root account. > users logged in? apache error logs look normal. >> If I check the rt at a glance settings in the "Logged in" menu I can >> see that everything has been cleared out. It was O.K. in 4.2.3. > > By this, I presume you mean /Prefs/MyRT.html ? Did it offer the Exactly. > expected list under "Available"? Yes. Everything is in the "Available" list and I am able to reconfigure the page or even do a "Reset to default" and it gets populated with the normal entries. After I save the "RT at a glance" page is back to normal again.. > Can you navigate to Admin ? Tools ? System Configuration and show the > value of "HomepageSettings" found under "Global attributes"? HomepageSettings { 'body' => [ { 'name' => 'My Tickets', 'type' => 'system' }, { 'name' => 'Unowned Tickets', 'type' => 'system' }, { 'name' => 'Tickets I have created', 'type' => 'system' }, { 'name' => 'QuickCreate', 'type' => 'component' } ], 'sidebar' => [ { 'name' => 'MyReminders', 'type' => 'component' }, { 'name' => 'Quicksearch', 'type' => 'component' }, { 'name' => 'RefreshHomepage', 'type' => 'component' } ] } -Gerald From jaris.macek at seznam.cz Thu May 15 04:29:24 2014 From: jaris.macek at seznam.cz (Jaroslav Macek) Date: Thu, 15 May 2014 10:29:24 +0200 Subject: [rt-users] Save date value to database In-Reply-To: <53747877.8030804@ceosdata.com> References: <53747877.8030804@ceosdata.com> Message-ID: <53747AE4.30603@seznam.cz> Hello Is it possible to save datetime to database in timezone which is set in RT_siteconfig.pm. Now datetime is saved in UTC timezone. Examle: In config RT there is set Set($Timezone, "CET"); I created some comment in RT ticket and time in comment is 16:23 but in database there is 14:23. Is it possible to manage RT to be in database the comment time 16:23 thank Jaroslav Macek From falcone at bestpractical.com Thu May 15 10:48:38 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 15 May 2014 10:48:38 -0400 Subject: [rt-users] Save date value to database In-Reply-To: <53747AE4.30603@seznam.cz> References: <53747877.8030804@ceosdata.com> <53747AE4.30603@seznam.cz> Message-ID: <20140515144838.GB2978@jibsheet.com> On Thu, May 15, 2014 at 10:29:24AM +0200, Jaroslav Macek wrote: > Examle: > In config RT there is set Set($Timezone, "CET"); > I created some comment in RT ticket and time in comment is 16:23 but in > database there is 14:23. > Is it possible to manage RT to be in database the comment time 16:23 No. RT stores all dates internally as UTC. If we didn't do that, how would we deal with you wanting to view RT in CET but someone else wanting to view it in US/Eastern. We convert for display. What's the problem you're trying to solve? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From kirby at umbc.edu Thu May 15 14:06:05 2014 From: kirby at umbc.edu (Joe Kirby) Date: Thu, 15 May 2014 14:06:05 -0400 Subject: [rt-users] Identification of a constant running query Message-ID: <7C179C3D-A78D-44A7-97DF-43AA54E3666B@umbc.edu> The following query runs an average of 20,000 times per hour. We are unable to determine if this is Quick Search or some other report written that is being refreshed forever. Any ideas? Thanks Joe SELECT main.* FROM ( SELECT DISTINCT main.id FROM Users main JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) WHERE (Principals_1.Disabled = '0') AND (CachedGroupMembers_2.GroupId = '919190') AND (CachedGroupMembers_2.Disabled = '0') AND (lower(Principals_1.PrincipalType) = 'user') ) distinctquery, Users main WHERE (main.id = distinctquery.id) ORDER BY main.Name ASC 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 matthias.peplow at s-f.com Thu May 15 15:15:09 2014 From: matthias.peplow at s-f.com (Matthias Peplow) Date: Thu, 15 May 2014 21:15:09 +0200 Subject: [rt-users] File attachments corrupted after DB migration (Was: Mailgate doesnt generate tickets after Upgrade) Message-ID: Hi, I can confirm that after a migration from 4.2.3/mysql 5. to 4.2.3/postgres using serializer all binary attachments are corrupted. Any Idea how to fix that? Regards, Matthias -- Matthias Peplow IT Director Scholz & Friends Berlin GmbH Tel.: +49 (0) 30/70 01 86 -532 Fax: +49 (0) 30/70 01 86-599 matthias.peplow at s-f.com Litfa?-Platz 1 10178 Berlin Germany Scholz & Friends The Orchestra of Ideas http://www.s-f.com From falcone at bestpractical.com Thu May 15 16:12:50 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 15 May 2014 16:12:50 -0400 Subject: [rt-users] Moving a database to articles In-Reply-To: <1399929211131-57350.post@n7.nabble.com> References: <1399929211131-57350.post@n7.nabble.com> Message-ID: <20140515201250.GC2978@jibsheet.com> On Mon, May 12, 2014 at 02:13:31PM -0700, IT Guy wrote: > I have an old database that I'd love to move over to RT Articles. I have RT > running and a queue set up to receive the old database articles in HTML > format (I'll parse them with my own code to make things easier there). > However, I have not been able to find a way to move custom fields in tickets > to custom fields in articles. Another issue is doing this with the 2600-odd > articles I'm trying to move over. To do this manually would simply be a > waste of time. Is anyone familiar with functions like this or tried to do > this in the past? I'm not really sure I understand your plan of tickets -> articles. You can't easily "move" a custom field between object types like that. If I needed to to make a bunch of articles, I'd start with the code at the bottom of RTIR's initialdata that creates Classes and Custom Fields and then call RT::Article::Create in a loop. Getting your data into tickets won't really help you. https://github.com/bestpractical/rtir/blob/3.0-trunk/etc/initialdata Unfortunately, there is no initialdata support for bulk importing articles, and a number of promised contributed patches have never materialized. -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 May 15 16:15:35 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 15 May 2014 16:15:35 -0400 Subject: [rt-users] CF with auto-completion of usernames In-Reply-To: <889D8661A80A664FABA93E1489EF3E908ACD848E@EXCHANGE.gempuurs.local> References: <889D8661A80A664FABA93E1489EF3E908ACD848E@EXCHANGE.gempuurs.local> Message-ID: <20140515201535.GD2978@jibsheet.com> On Wed, May 14, 2014 at 09:23:33AM +0000, Lieven Bridts wrote: > I would like to use some more Custom Fields, mainly in the `assets'-section. > One of these fields should contain an username, similar to the fields `held-by' and `contact' > The creation of the Custom Field is not a major problem. > > But how can I make it looking up its possible values for auto-completion between the RT-users? Use an External Custom Field http://bestpractical.com/docs/rt/latest/extending/external_custom_fields.html The example code fetches groups, but could easily fetch Users. > It would be totally the max if this new field would integrate with the "add a person" > dropdown: a third choice next to "held-by" and "contact". But that is not necessary. > > It should be possible to add multiple persons/values (not similar to the `owner'-field which > can hold only one value) You can actually do this, it's completely unrelated to a custom field. You need to use the CreateRoleGroup method to create a new role group and also RegisterRole the new group. There's some significant peeking under the covers here, but the code was all implemented explicitly for assets and is used by a client who has non-standard roles on their assets. -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 May 15 16:16:54 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 15 May 2014 16:16:54 -0400 Subject: [rt-users] Get Custom Field Data from ticket to use in an email In-Reply-To: <1400098267863-57375.post@n7.nabble.com> References: <1400098267863-57375.post@n7.nabble.com> Message-ID: <20140515201654.GE2978@jibsheet.com> On Wed, May 14, 2014 at 01:11:08PM -0700, IT Guy wrote: > This is my template: > > Talking about: { my $values = $Ticket->CustomFieldValues('Number'); > my $OUTPUT; > while ( my $value = $values->Next ) { > $OUTPUT .= "Here's your value --->"; > $OUTPUT .= $value->Content; > $OUTPUT .= "<---\n"; > } > $OUTPUT; > } > > This is mostly copied directly from a page on the Request Tracker Wiki, > however, something must have gone wrong on the way. A more modern wiki page would likely have suggested FirstCustomFieldValue('Number') or CustomFieldValuesAsString('Number') http://bestpractical.com/docs/rt/latest/RT/Record.html#FirstCustomFieldValue-FIELD Both of these are available on the $Ticket object. -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 May 15 16:17:50 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 15 May 2014 16:17:50 -0400 Subject: [rt-users] Scrip to stop jobs in RT being created if they don't originate from a specific domain In-Reply-To: References: Message-ID: <20140515201750.GF2978@jibsheet.com> On Thu, May 15, 2014 at 08:35:10AM +1000, Carl Windus wrote: > I'm interested in having RT only auto create jobs that come from a specific domain, e.g. > *@[1]foo.com. I imagine this can be done in a scrip (complete newbie to the scrip'ing process > though). Has anyone done this before, and if so, can you point me in the right direction? > Appreciate any thoughts/comments. Scrips run after a ticket is created, so while they can change the ticket status, they can't actually stop creation. Stop it before you call rt-mailgate by having your MTA bounce or dispose of mail from unauthorized senders. It's much easier to do it there, rather than deal with writing an RT MailPlugin. -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 May 15 16:21:06 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 15 May 2014 16:21:06 -0400 Subject: [rt-users] Identification of a constant running query In-Reply-To: <7C179C3D-A78D-44A7-97DF-43AA54E3666B@umbc.edu> References: <7C179C3D-A78D-44A7-97DF-43AA54E3666B@umbc.edu> Message-ID: <20140515202106.GG2978@jibsheet.com> On Thu, May 15, 2014 at 02:06:05PM -0400, Joe Kirby wrote: > The following query runs an average of 20,000 times per hour. > We are unable to determine if this is Quick Search or some other report written that is being refreshed forever. It's got nothing to do with the Quick Search, note the lack of Queue. Is it actually slow? Just because it runs a lot, doesn't mean that it's inefficient. It's a query to find out if someone is a member of a group. Figure out what group id 919190 is, and show an explain of the query. Your RT version is also highly relevant. -kevin > SELECT main.* > FROM > ( SELECT DISTINCT main.id > FROM Users main > JOIN Principals Principals_1 > ON ( Principals_1.id = main.id ) > JOIN CachedGroupMembers CachedGroupMembers_2 > ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) > WHERE (Principals_1.Disabled = '0') > AND (CachedGroupMembers_2.GroupId = '919190') > AND (CachedGroupMembers_2.Disabled = '0') > AND (lower(Principals_1.PrincipalType) = 'user') > ) distinctquery, > Users main > WHERE (main.id = distinctquery.id) > ORDER BY main.Name ASC -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From cwindus at redlands.qld.edu.au Thu May 15 19:21:10 2014 From: cwindus at redlands.qld.edu.au (Carl Windus) Date: Fri, 16 May 2014 09:21:10 +1000 Subject: [rt-users] Scrip to stop jobs in RT being created if they don't originate from a specific domain In-Reply-To: <20140515201750.GF2978@jibsheet.com> References: <20140515201750.GF2978@jibsheet.com> Message-ID: Thanks Kevin, that's much appreciated, and definitely a better solution. Kind regards, *Carl Windus | IT Support Officer* | Dip IT (Networking), MTA. *Redlands College - 38 Anson Road, Wellington Point. QLD 4160.* *Ph: (07) 3286 0222 Fax: (07) 3207 3799* *Please consider the environment before printing this email. No matter how hard you push the envelope, it will still be stationery.* On 16 May 2014 06:17, Kevin Falcone wrote: > On Thu, May 15, 2014 at 08:35:10AM +1000, Carl Windus wrote: > > I'm interested in having RT only auto create jobs that come from a > specific domain, e.g. > > *@[1]foo.com. I imagine this can be done in a scrip (complete newbie > to the scrip'ing process > > though). Has anyone done this before, and if so, can you point me in > the right direction? > > Appreciate any thoughts/comments. > > Scrips run after a ticket is created, so while they can change the > ticket status, they can't actually stop creation. > > Stop it before you call rt-mailgate by having your MTA bounce or > dispose of mail from unauthorized senders. It's much easier to do it > there, rather than deal with writing an RT MailPlugin. > > -kevin > > -- > RT Training - Dallas May 20-21 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From michelle at sorbs.net Thu May 15 20:22:59 2014 From: michelle at sorbs.net (Michelle Sullivan) Date: Fri, 16 May 2014 02:22:59 +0200 Subject: [rt-users] ShowCustomFields extremely slow/Ticket loading slow... In-Reply-To: <1391107784.665.17.camel@umgah.localdomain> References: <52E621B3.1080202@sorbs.net> <1390857327.14967.108.camel@umgah.localdomain> <52E6F3E9.1050103@sorbs.net> <52E6F53B.1050404@sorbs.net> <52E704D1.900@sorbs.net> <52E7165F.8080503@sorbs.net> <1391032543.6367.49.camel@umgah.localdomain> <52EA2224.1000708@sorbs.net> <1391107784.665.17.camel@umgah.localdomain> Message-ID: <53755A63.1070806@sorbs.net> Alex Vandiver wrote: > On Thu, 2014-01-30 at 10:57 +0100, Michelle Sullivan wrote: > >> Jan 28 02:11:09 to Jan 28 02:18:31 ... a full 7 minutes of being in >> ShowCustomFields there are just 100's (like more than 1900 of them) of >> statements like this: [snip] >> >> .. and no other queries... The start being immediately after: [snip] >> >> Which is a column_info() call in DBD::Pg >> >> Which is called from Fields() in DBIx::Searchbuilder .. >> >> Which I assume is being called in ShowCustomFields somewhere... >> > > Correct. It should also only run once per process, and be cached > thereafter. > > >> The problem is network latency between the front ends and the backend >> DB... Running this on the same host returns in under a second. >> > > Yes. These queries aren't a notable performance hit on most servers. > At worst case, they may take a second or two -- they certainly don't > take upwards of _five minutes_. The latency is, as you've diagnosed, > almost certainly the root cause of your problems. > > >> My frontends are on completely different networks (and indeed different >> data centers) from the database servers for security (mainly DDoS type) >> reasons >> >> [snip discussion of optimization of column_info()] >> > > RT simply isn't designed to operate in an environment where every query > has tens to hundreds of ms of latency. Attempts to optimize this > particular set of queries will merely cause the limiting factor to > become some other set. While we're absolutely interested in patches > that help decrease the number of queries that RT runs (as you've noted, > there are several queries run multiple times), I expect you will find > this to be a frustrating game of whack-a-mole. If at all possible, > altering your network topology to remove the latency is most probably a > more straightforward way to have a performant RT instance. > In a follow up to this and my other post about slow ticket loading.. The 20ms round trip time is not the issue here - it's just exaggerating the issue. I've built a custom port on FreeBSD to install pgpool-II-3.3.3 and am using memcacheq and many of the RT queries (such as ACL checks) are being cached.. however the bulk of the queries are not being cached at all, they seem to be constantly changing - and even reloading of the same ticket is taking minutes. The problem is something in showcustomfields.. hundreds (sometimes thousands) of queries like this: May 15 18:59:59 vortex pgpool[31750]: DB node id: 0 backend pid: 15008 statement: Execute: SELECT consrc FROM pg_catalog.pg_constraint WHERE contype = 'c' AND conrelid = 11404 AND conkey = '{8}' May 15 18:59:59 vortex pgpool[31750]: DB node id: 0 backend pid: 15008 statement: Parse: SELECT consrc FROM pg_catalog.pg_constraint WHERE contype = 'c' AND conrelid = 11404 AND conkey = '{9}' May 15 18:59:59 vortex pgpool[31750]: DB node id: 0 backend pid: 15008 statement: B message May 15 18:59:59 vortex pgpool[31750]: DB node id: 0 backend pid: 15008 statement: D message May 15 18:59:59 vortex pgpool[31750]: DB node id: 0 backend pid: 15008 statement: Execute: SELECT consrc FROM pg_catalog.pg_constraint WHERE contype = 'c' AND conrelid = 11404 AND conkey = '{9}' May 15 18:59:59 vortex pgpool[31750]: DB node id: 0 backend pid: 15008 statement: Parse: SELECT consrc FROM pg_catalog.pg_constraint WHERE contype = 'c' AND conrelid = 11408 AND conkey = '{1}' May 15 18:59:59 vortex pgpool[31750]: DB node id: 0 backend pid: 15008 statement: B message May 15 18:59:59 vortex pgpool[31750]: DB node id: 0 backend pid: 15008 statement: D message May 15 18:59:59 vortex pgpool[31750]: DB node id: 0 backend pid: 15008 statement: Execute: SELECT consrc FROM pg_catalog.pg_constraint WHERE contype = 'c' AND conrelid = 11408 AND conkey = '{1}' May 15 18:59:59 vortex pgpool[31750]: DB node id: 0 backend pid: 15008 statement: Parse: SELECT consrc FROM pg_catalog.pg_constraint WHERE contype = 'c' AND conrelid = 11408 AND conkey = '{2}' May 15 18:59:59 vortex pgpool[31750]: DB node id: 0 backend pid: 15008 statement: B message May 15 18:59:59 vortex pgpool[31750]: DB node id: 0 backend pid: 15008 statement: D message May 15 18:59:59 vortex pgpool[31750]: DB node id: 0 backend pid: 15008 statement: Execute: SELECT consrc FROM pg_catalog.pg_constraint WHERE contype = 'c' AND conrelid = 11408 AND conkey = '{2}' May 15 18:59:59 vortex pgpool[31750]: DB node id: 0 backend pid: 15008 statement: Parse: SELECT consrc FROM pg_catalog.pg_constraint WHERE contype = 'c' AND conrelid = 11408 AND conkey = '{3}' Everytime 'conrelid' changes and/or 'conkey' changes - so far, not even reloading the same ticket results in not a single cache entry... out of hundreds of thousands... However I know caching is working because I see things like: May 15 18:57:29 vortex pgpool[31752]: query result fetched from cache. statement: SELECT * FROM Tickets WHERE id = $1 000000010000000636363130343100010000 May 15 18:57:29 vortex pgpool[31752]: DB node id: 0 backend pid: 14906 statement: Parse: SELECT * FROM Queues WHERE id = $1 May 15 18:57:29 vortex pgpool[31752]: DB node id: 0 backend pid: 14906 statement: B message May 15 18:57:29 vortex pgpool[31752]: DB node id: 0 backend pid: 14906 statement: D message May 15 18:57:29 vortex pgpool[31752]: query result fetched from cache. statement: SELECT * FROM Queues WHERE id = $1 0000000100000002313900010000 May 15 18:57:29 vortex pgpool[31752]: DB node id: 0 backend pid: 14906 statement: Parse: SELECT ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL, Principals, CachedGroupMembers WHERE Principals.id = ACL.PrincipalId AND Principals.PrincipalType = 'Group' AND Principals.Disabled = 0 AND CachedGroupMembers.GroupId = ACL.PrincipalId AND CachedGroupMembers.GroupId = Principals.id AND CachedGroupMembers.MemberId = 1079074 AND CachedGroupMembers.Disabled = 0 AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 19) OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = 661041)) AND (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowOutgoingEmail') LIMIT 1 May 15 18:57:29 vortex pgpool[31752]: DB node id: 0 backend pid: 14906 statement: B message May 15 18:57:29 vortex pgpool[31752]: DB node id: 0 backend pid: 14906 statement: D message May 15 18:57:29 vortex pgpool[31752]: query result fetched from cache. statement: SELECT ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL, Principals, CachedGroupMembers WHERE Principals.id = ACL.PrincipalId AND Principals.PrincipalType = 'Group' AND Principals.Disabled = 0 AND CachedGroupMembers.GroupId = ACL.PrincipalId AND CachedGroupMembers.GroupId = Principals.id AND CachedGroupMembers.MemberId = 1079074 AND CachedGroupMembers.Disabled = 0 AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 19) OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = 661041)) AND (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowOutgoingEmail') LIMIT 1 0000000000010000 May 15 18:57:29 vortex pgpool[31752]: DB node id: 0 backend pid: 14906 statement: Parse: SELECT * FROM Groups WHERE LOWER(Domain) = LOWER($1) AND LOWER(Type) = LOWER($2) May 15 18:57:29 vortex pgpool[31752]: DB node id: 0 backend pid: 14906 statement: B message May 15 18:57:29 vortex pgpool[31752]: DB node id: 0 backend pid: 14906 statement: D message May 15 18:57:29 vortex pgpool[31752]: query result fetched from cache. statement: SELECT * FROM Groups WHERE LOWER(Domain) = LOWER($1) AND LOWER(Type) = LOWER($2) 000000020000000E53797374656D496E7465726E616C0000000C556E70726976696C6567656400010000 This could well be something underneath (DBD::Pg or DBIx::Searchbuilder or even the pgsql.so shared library) - however it's only RT that's doing it - I use DBD::Pg and the same version of the libraries to the same servers for my main website where every page is served by the same version of perl under the same version of mod_perl2 (not using Mason or DBIx::* on my site though).. I don't use pgpool caching on my site either and see no such performance problems... so it's something that is being called that either shouldn't be or it's very very broken. Pointers would be good - even on the same network (even if that is possible for me) it would be a performance hit - the queries take 2ms average - but doing 1000 of them is going to give a 2s delay even if the server was on the same host, already connected and had no (as in zero) lag to the DB.. and that's without the processing overhead to process hundreds of useless queries per second with no results for every page load... Regards, -- Michelle Sullivan http://www.mhix.org/ From tamas.szep at govcert.hu Fri May 16 03:27:22 2014 From: tamas.szep at govcert.hu (=?ISO-8859-2?Q?=22Tam=E1s=2C_Sz=E9p=22?=) Date: Fri, 16 May 2014 09:27:22 +0200 Subject: [rt-users] Problem sending email from Reply Message-ID: <5375BDDA.2060700@govcert.hu> Dear RT users, We at CERT-Hungary are using a very old version (3.0.12) of RT with the IR plugin. Recently I installed RT 4.0.18 with IR 3.0.2, using Ubuntu 12.04.4 LTS on a separate server. Copied every configuration items from the old version to the new what I thought to be important. Made some improvements and changes as well. Do not plan to migrate data since it is very problematic due to the huge change between the two versions. Everything seems to be working fine... except one very important thing: 'Reply' function does not send email to the sender, neither does 'New investigation' to the correspondent. The strange thing is that RT receives emails and even sends but only to CCs, BCCs, One-time CCs and One-time BCCs. Any help would be appreciated. Please consider that I am not a Linux guru. Best regards, Tamas Szep GovCERT-Hungary From tamas.szep at govcert.hu Fri May 16 04:42:02 2014 From: tamas.szep at govcert.hu (=?ISO-8859-2?Q?=22Tam=E1s=2C_Sz=E9p=22?=) Date: Fri, 16 May 2014 10:42:02 +0200 Subject: [rt-users] Problem sending email from Reply Message-ID: <5375CF5A.3000009@govcert.hu> It doesn't matter if I reply with the same user or not: it won't send an email. NotifyActor is set to 0, but isn't it responsible for notifying the person who actually performs an update? I mean that the sender (from outside the world) who sends us an email is not an 'actor' in this context, is he? OK, here is a scenario: 1. John Smith sends us an email that his network is being attacked eg. by spear fishing emails. He sends us the attacker's IP address and other info. 2. RT gets this and an Incident Report is being generated automatically. 3. Our incident handler colleague Takes the Incident Report and Replies to John Smith that we acknowledged his problem. (here is the first problem, email is not being sent) 4. The incident handler creates an Incident from the Report. 5. The incident handler launches a new Investigation. (here is the second problem, email is not being sent) 6...etc. Just to mention: CC, BCC is OK, so the mail handler (using Sendmail) is working right. Tamas > Are you replying with the same user that created the ticket? By default RT won't send a mail to you if you performed the action that generated an email. > > See: > http://bestpractical.com/docs/rt/4.2/RT_Config.html#NotifyActor > > Gareth > > > On 16 May 2014, at 08:27, Tam?s, Sz?p wrote: > > > Everything seems to be working fine... except one very important thing: > > 'Reply' function does not send email to the sender, neither does 'New > > investigation' to the correspondent. > > > > The strange thing is that RT receives emails and even sends but only to > > CCs, BCCs, One-time CCs and One-time BCCs. From falcone at bestpractical.com Fri May 16 11:08:31 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 16 May 2014 11:08:31 -0400 Subject: [rt-users] Problem sending email from Reply In-Reply-To: <5375BDDA.2060700@govcert.hu> References: <5375BDDA.2060700@govcert.hu> Message-ID: <20140516150831.GA5652@jibsheet.com> On Fri, May 16, 2014 at 09:27:22AM +0200, "Tam?s, Sz?p" wrote: > We at CERT-Hungary are using a very old version (3.0.12) of RT with the > IR plugin. Recently I installed RT 4.0.18 with IR 3.0.2, using Ubuntu > 12.04.4 LTS on a separate server. Copied every configuration items from > the old version to the new what I thought to be important. Made some > improvements and changes as well. What configurations did you copy. Did you change the Scrips? > Do not plan to migrate data since it > is very problematic due to the huge change between the two versions. Which problems, we've walked a few clients through upgrading from that vintage of RTIR, keeping their data intact. > Everything seems to be working fine... except one very important thing: > 'Reply' function does not send email to the sender, neither does 'New > investigation' to the correspondent. These are both standard built-in features of RT and RTIR > The strange thing is that RT receives emails and even sends but only to > CCs, BCCs, One-time CCs and One-time BCCs. You claim to not be putting yourself in as the Requestor (thus avoiding NotifyActor), please show the debug logs when sending mail that should notify the Requestor. This is most easily accomplished by Set($LogToScreen,'debug'); and then going and reading your Apache error 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 alexmv at bestpractical.com Fri May 16 14:29:13 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 16 May 2014 14:29:13 -0400 Subject: [rt-users] [rt-announce] Assets 1.01 released Message-ID: <537658F9.3040405@bestpractical.com> Assets 1.01 -- 2014-05-16 ------------------------- We are pleased to announce the release of Assets 1.01. This release makes minor changes to the Assets display, improves localization support, and adds one new feature: CSV download. http://download.bestpractical.com/pub/rt/release/RT-Extension-Assets-1.01.tar.gz http://download.bestpractical.com/pub/rt/release/RT-Extension-Assets-1.01.tar.gz.asc SHA1 sums bddd2ba69735817142c11c8c8b41f642f7014a07 RT-Extension-Assets-1.01.tar.gz b8e2a1ebe64ce17c5cfb3124f7dffc6d1d62bac2 RT-Extension-Assets-1.01.tar.gz.asc Changes from 1.0: * Squelch warnings when Assets configuration options are set in RT_SiteConfig.pm * Add a CSV export option * Better formatting of people on Assets display pages * Adjust CSS to no longer cause core RT tables to be overly-wide * Localization fixes, and a French translation A complete changelog is available from git by running: git log 1.0..1.01 or visiting https://github.com/bestpractical/rt-extension-assets/compare/1.0...1.01 _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From snellsg at neopcs.net Fri May 16 17:08:03 2014 From: snellsg at neopcs.net (Sean Snell) Date: Fri, 16 May 2014 17:08:03 -0400 Subject: [rt-users] Help Resolving Incorrect Ticket Merging Message-ID: Hello everyone, First of all, yes, I'm totally aware of the big glaring warning that clearly states "Warning: merging is a non-reversible action! Enter a single ticket number to be merged into." And yes, I'm about to go overboard on very explicit security permissions for my guys. However, I'm now facing a stupid situation all thanks to an intern who thought he'd problem solve himself, and he accidentally merged a sub-ticket of an ongoing case that is completely unrelated to what he was trying to do. Now, I have a simple ticket that was *supposed* to be a purchasing request, and now he's managed to merge the data in error. How can I sort this issue out, even if I have to do it by hand? I have SQL experience (my backend DB), so I'm not afraid from that respect, but since I'm still fairly newish to RT, so I hesitate at just hunting via SQL queries and trying to update the info without guidance. *Side thought: Why are there so many non-reversible actions in RT? Another example are ticket comments, which now at this point have a ton of awful typo's, but we're forced to "roll with it" because there's no way to correct the typo*. Thanks for the help, and sorry if I sound a bit heated at the moment. Sean -------------- next part -------------- An HTML attachment was scrubbed... URL: From LABANJ2 at nationwide.com Fri May 16 17:02:00 2014 From: LABANJ2 at nationwide.com (LABANJ2 at nationwide.com) Date: Fri, 16 May 2014 17:02:00 -0400 Subject: [rt-users] Column order in tables after upgrade from 3.6.10 to 4.2.4 Message-ID: Distinguished RT-Users, After running upgrade_database (I am upgrading from 3.6.10 to 4.2.4) I have some problems (e.g., [Search Tickets] times out in the browser, but I admit that I did not do a whole lot of testing yet). What I found is that some columns in the schema.Oracle script in the 4.2.4 distribution, and the columns in the tables in the database after conversion from 3.6.10 to 4.2.4, are in a different order. For example, in the schema.Oracle for 4.2.4: CREATE TABLE Queues ( id NUMBER(11,0) CONSTRAINT Queues_Key PRIMARY KEY, Name VARCHAR2(200) CONSTRAINT Queues_Name_Unique UNIQUE NOT NULL, Description VARCHAR2(255), CorrespondAddress VARCHAR2(120), CommentAddress VARCHAR2(120), Lifecycle VARCHAR2(32), SubjectTag VARCHAR2(120), InitialPriority NUMBER(11,0) DEFAULT 0 NOT NULL, FinalPriority NUMBER(11,0) DEFAULT 0 NOT NULL, DefaultDueIn NUMBER(11,0) DEFAULT 0 NOT NULL, Creator NUMBER(11,0) DEFAULT 0 NOT NULL, Created DATE, LastUpdatedBy NUMBER(11,0) DEFAULT 0 NOT NULL, LastUpdated DATE, Disabled NUMBER(11,0) DEFAULT 0 NOT NULL ); In the actual table after conversion to 4.2.4: Column Name: ID NAME DESCRIPTION CORRESPONDADDRESS COMMENTADDRESS INITIALPRIORITY FINALPRIORITY DEFAULTDUEIN CREATOR CREATED LASTUPDATEDBY LASTUPDATED DISABLED SUBJECTTAG LIFECYCLE Of course, if data are always retrieved as hashrefs for rows it should have no impact, but if they are retrieved occasionally as arrays, it may be a problem ... Should I worry or look elsewhere? Jan Labanowski labanj2 at nationwide.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Fri May 16 17:22:08 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 16 May 2014 17:22:08 -0400 Subject: [rt-users] Column order in tables after upgrade from 3.6.10 to 4.2.4 In-Reply-To: References: Message-ID: <53768180.8000609@bestpractical.com> On 05/16/2014 05:02 PM, LABANJ2 at nationwide.com wrote: > Distinguished RT-Users, > > After running upgrade_database (I am upgrading from 3.6.10 to 4.2.4) I > have some problems (e.g., [Search Tickets] times out in the browser, but > I admit that I did not do a whole lot of testing yet). What I found is > that some columns in the schema.Oracle script in the 4.2.4 distribution, > and the columns in the tables in the database after conversion from > 3.6.10 to 4.2.4, are in a different order. RT doesn't depend on the position of the columns. There's nothing to worry about here. - Alex From alexmv at bestpractical.com Fri May 16 17:27:35 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 16 May 2014 17:27:35 -0400 Subject: [rt-users] Help Resolving Incorrect Ticket Merging In-Reply-To: References: Message-ID: <537682C7.1090000@bestpractical.com> On 05/16/2014 05:08 PM, Sean Snell wrote: > However, I'm now facing a stupid situation all thanks to an intern who > thought he'd problem solve himself, and he accidentally merged a > sub-ticket of an ongoing case that is completely unrelated to what he > was trying to do. Now, I have a simple ticket that was /supposed/ to be > a purchasing request, and now he's managed to merge the data in error. > How can I sort this issue out, even if I have to do it by hand? I have > SQL experience (my backend DB), so I'm not afraid from that respect, but > since I'm still fairly newish to RT, so I hesitate at just hunting via > SQL queries and trying to update the info without guidance. Assuming tickets 17 and 42 were mistakenly merged: UPDATE Tickets SET EffectiveId = id, IsMerged = NULL WHERE id IN (17, 42); Leave off the IsMerged column if you're still on 4.0. Note that this will _not_ undo new requestors/ccs/adminccs added to the merged-into ticket. You will need to adjust those by hand in the web UI. > /Side thought: Why are there so many non-reversible actions in RT? > Another example are ticket comments, which now at this point have a ton > of awful typo's, but we're forced to "roll with it" because there's no > way to correct the typo/. Comments went out in email when they were made; you cannot go back and edit the typos in them. RT simply records the history as it happened. - Alex From jan.kurianski at numbers.net.au Fri May 16 18:57:57 2014 From: jan.kurianski at numbers.net.au (Jan Kurianski) Date: Fri, 16 May 2014 22:57:57 +0000 Subject: [rt-users] Unable to paste into Rich Text Editor since upgrading to RT 4.2.4 Message-ID: <1400281076731.85279@numbers.net.au> Since upgrading to RT 4.2.4, users are unable to paste into the rich text editor. Only bothered to reproduce this with Google Chrome on a Mac, as the error indicates that the problem is browser-wide. Steps to reproduce: 1. Ensure your configuration has the Rich Text Editor enabled. 2. Reply to any ticket (or compose a new ticket). 3. Click on the text editor to give it focus. 4. Paste, using keyboard shortcut. What happens: Nothing. What is expected: Text from the clipboard appears in the editor. Chrome shows the following errors in the console (where https://redacted/rt is the root of my RT site): GET https://redacted/rt/Ticket/plugins/pastefromword/filter/default.js?t=D08E 404 (Not Found) squished-884af658b44cdd5c585766ea0a0518ba.js:3325 Uncaught TypeError: undefined is not a function squished-884af658b44cdd5c585766ea0a0518ba.js:4040 The dynamic GET originates from this file (when un-squished): /opt/rt4/share/static/RichText/ckeditor.js CKEDITOR.getUrl(a.config.pasteFromWordCleanupFile||d+"filter/default.js") A hacky patch that solves the problem for me: /opt/rt4/share/static/RichText/config.js 47a48,50 > > // Since ckeditor is always used from an /rt/Controller, use '../' to get back to the RT root directory. > config.pasteFromWordCleanupFile = '../static/RichText/plugins/pastefromword/filter/default.js'; Cheers, Jan -------------- next part -------------- An HTML attachment was scrubbed... URL: From chrisherrmann7 at gmail.com Sat May 17 04:38:30 2014 From: chrisherrmann7 at gmail.com (Chris Herrmann) Date: Sat, 17 May 2014 18:38:30 +1000 Subject: [rt-users] t-users] File attachments corrupted after DB migration Message-ID: <3CB6E502-D3CA-4890-8320-B3A2A172A7C0@gmail.com> Hi Matthias, I would guess that it might be the max packet size in your my.ini - look for the setting in the [mysqldump] section, and make sure it's suitably large. If you have fields larger than this value then it will truncate the field when exporting. I'm not sure if there's a corresponding setting in pg that you will need to tweak. Regards, -- Chris Herrmann Far Edge +612 84251400 +614 03393309 http://www.faredge.com.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Sat May 17 12:18:00 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Sat, 17 May 2014 12:18:00 -0400 Subject: [rt-users] File attachments corrupted after DB migration (Was: Mailgate doesnt generate tickets after Upgrade) In-Reply-To: References: Message-ID: <53778BB8.6070604@bestpractical.com> On 05/15/2014 03:15 PM, Matthias Peplow wrote: > I can confirm that after a migration from 4.2.3/mysql 5. to > 4.2.3/postgres using serializer all binary attachments are corrupted. > Any Idea how to fix that? I can confirm this. The problem is not specific to mysql or postgres, but lies in the serializer itself -- any high-bit bytes are erroneously encoded into UTF-8 when serializing, even in binary files. There is no good fix if you're already running with this data in production. We should have a patch that fixes the serializer in a few days. - Alex From ram0502 at gmail.com Sat May 17 14:32:51 2014 From: ram0502 at gmail.com (Ram) Date: Sat, 17 May 2014 11:32:51 -0700 Subject: [rt-users] Mysql Partitioning of Attachments table Message-ID: Hey folks, I'm running RT4.2 mysql 5.5 with file_per_table; my Attachments table has grown quite large and it's becoming a nuisance to maintain it. I think the right solution is to partition to table into multiple files. Since the table is write once read many it makes sense to me to partition based on current partition file size (ie when this partition file of the Attachments table greater than say 100MB create a new partition file and use that as current). This way table optimize will only happen on the newest partition(s) as the old ones will be optimized one last time (after the final write that exceeds the file size threshold) and then will remain a static file. Unfortunately it seems that mysql does not support partitioning that way so my next best option is probably to partition by id or Created and assign ranges but I would rather do future partitioning automatically. Any suggestions welcomed. thanks ram -------------- next part -------------- An HTML attachment was scrubbed... URL: From allen.joslin at gmail.com Sun May 18 23:47:43 2014 From: allen.joslin at gmail.com (Al Joslin) Date: Sun, 18 May 2014 23:47:43 -0400 Subject: [rt-users] Why are Asset #'s so naked? Message-ID: I chose RT + RT-Assets by virtue of it's claimed capabilities and external API's -- I've got to handle HelpDesk tickets, Developer bug tickets, and nearly 50 thousand assets. I'm focusing on Assets to start because they are pretty crucial to the process. I've installed RT-Assets 1.0.1 on top of RT 4.2.4 over the latest Ubuntu & MySQL. I've created and loaded some test data into Users and Groups & Queues and Categories. I've worked with Group Rights, and played around with it all for a few days and searched the web a great deal and can find no answer to my question: How can I deal with Assets without having to know their numbers? Why in the world am I required to know an Asset's Number in order to use/link it ? Why are there no searching options that result in linkage ? Why do I have to find the Asset, write it's number on a sticky note and then go to another screen where I then enter that number ? I would love to get the FindAsset portlet into the Ticket/Create.html -- but there seems to be no option for that in the RT_Config. I am convinced that I am missing something fundamental here. It could very well be that a Scrip/Portlet/Extension would solve this problem -- but so far I have only found a list of Extensions in the RT wiki. I can find no list of Scrips, or community repo -- and I can't find one for Portlets either. How can I get the FindAsset portlet into the Ticket/Create window ? From tamas.szep at govcert.hu Mon May 19 03:21:15 2014 From: tamas.szep at govcert.hu (=?ISO-8859-2?Q?=22Tam=E1s=2C_Sz=E9p=22?=) Date: Mon, 19 May 2014 09:21:15 +0200 Subject: [rt-users] Problem sending email from Reply Message-ID: <5379B0EB.60606@govcert.hu> > What configurations did you copy. Did you change the Scrips? I think I didn't copy any Scrips. I am going to look it up. > Which problems, we've walked a few clients through upgrading from that vintage of RTIR, keeping their data intact. Good to know! Maybe I will try that. It may take a lot of time to upgrade from version to version however and as a GovCERT we can't stop incident handling so I don't want to mess with the live one. Any ideas? > > Everything seems to be working fine... except one very important thing: 'Reply' function does not send email to the sender, neither does 'New investigation' to the correspondent. > These are both standard built-in features of RT and RTIR I don't understand. Not sending email to the sender when I want to and not sending email to the correspondent when launching an investigation are built-in features? I would say it is a bad configuration at us or something like that. > You claim to not be putting yourself in as the Requestor (thus > avoiding NotifyActor), please show the debug logs when sending mail > that should notify the Requestor. This is most easily accomplished by > Set($LogToScreen,'debug'); and then going and reading your Apache > error logs. First I try to change NotifyActor to 1. If the problem still exists I will post the Apache log. Tamas Szep GovCERT-Hungary From martin.janicek at riomedia.cz Mon May 19 03:29:23 2014 From: martin.janicek at riomedia.cz (=?iso-8859-2?Q?Martin_Jan=ED=E8ek?=) Date: Mon, 19 May 2014 09:29:23 +0200 Subject: [rt-users] Unable to paste into Rich Text Editor since upgrading to RT 4.2.4 In-Reply-To: <1400281076731.85279@numbers.net.au> References: <1400281076731.85279@numbers.net.au> Message-ID: <002901cf7334$0e5181b0$2af48510$@riomedia.cz> I have seen this when users are copying text from some MS app (like Misrosoft Outlook) on Windows OS with shortcut CTRL+C and pasting with CTRL+V. The clipboard contains a lot of MS formating data that RT "doesnt like". When they use shortcut CTRL+SHIFT+V, then plain text is pasted and it works OK. From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jan Kurianski Sent: Saturday, May 17, 2014 12:58 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Unable to paste into Rich Text Editor since upgrading to RT 4.2.4 Since upgrading to RT 4.2.4, users are unable to paste into the rich text editor. Only bothered to reproduce this with Google Chrome on a Mac, as the error indicates that the problem is browser-wide. Steps to reproduce: 1. Ensure your configuration has the Rich Text Editor enabled. 2. Reply to any ticket (or compose a new ticket). 3. Click on the text editor to give it focus. 4. Paste, using keyboard shortcut. What happens: Nothing. What is expected: Text from the clipboard appears in the editor. Chrome shows the following errors in the console (where https://redacted/rt is the root of my RT site): GET https://redacted/rt/Ticket/plugins/pastefromword/filter/default.js?t=D08E 404 (Not Found) squished-884af658b44cdd5c585766ea0a0518ba.js:3325 Uncaught TypeError: undefined is not a function squished-884af658b44cdd5c585766ea0a0518ba.js:4040 The dynamic GET originates from this file (when un-squished): /opt/rt4/share/static/RichText/ckeditor.js CKEDITOR.getUrl(a.config.pasteFromWordCleanupFile||d+"filter/default.js") A hacky patch that solves the problem for me: /opt/rt4/share/static/RichText/config.js 47a48,50 > > // Since ckeditor is always used from an /rt/Controller, use '../' to get back to the RT root directory. > config.pasteFromWordCleanupFile = '../static/RichText/plugins/pastefromword/filter/default.js'; Cheers, Jan -------------- next part -------------- An HTML attachment was scrubbed... URL: From olivier.lumineau at renater.fr Mon May 19 08:41:19 2014 From: olivier.lumineau at renater.fr (Olivier Lumineau) Date: Mon, 19 May 2014 14:41:19 +0200 Subject: [rt-users] Maximum recipients allowed Message-ID: <5379FBEF.6030002@renater.fr> Hi, we are using RT 3.8.7, and to filter spam more efficiently, I wanted to know if there was an easy way in RT to limit ticket recipients (to + cc + bcc) . I don't want more than 10 or 15 recipients by ticket, to prevent that a spam withs hundreds mail addresses pollute our RT. Thanks -- Olivier From elacour at easter-eggs.com Mon May 19 08:53:28 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 19 May 2014 14:53:28 +0200 Subject: [rt-users] Maximum recipients allowed In-Reply-To: <5379FBEF.6030002@renater.fr> References: <5379FBEF.6030002@renater.fr> Message-ID: <20140519125328.GE5139@easter-eggs.com> On Mon, May 19, 2014 at 02:41:19PM +0200, Olivier Lumineau wrote: > Hi, > we are using RT 3.8.7, and to filter spam more efficiently, I wanted > to know if there was an easy way in RT to limit ticket recipients > (to + cc + bcc) . > > I don't want more than 10 or 15 recipients by ticket, to prevent > that a spam withs hundreds mail addresses pollute our RT. > I suppose it's for incoming mails, right? If so, best place is in the MTA/MDA imho. If you wan't to limit this when people enter adresses in RT web interface, then you have to use a callback like the one use in the extension RT::Extension::MandatoryRequestor. -- 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 tamas.szep at govcert.hu Mon May 19 08:55:34 2014 From: tamas.szep at govcert.hu (=?ISO-8859-2?Q?=22Tam=E1s=2C_Sz=E9p=22?=) Date: Mon, 19 May 2014 14:55:34 +0200 Subject: [rt-users] Problem sending email from Reply Message-ID: <5379FF46.3070904@govcert.hu> I turned on debug mode but that's way too much info to copy here. So I changed it to 'info' mode. Below is the log. I sent in a problem, RT got it. Then I (root user in RT) took it, replied to it (error#1:email wasn't sent), created an Incident from the report and finally launched an Investigation with a correspondent (error#2:email wasn't sent). Here is the log (if it helps better, I create a new one with debug mode): root at rtir-virtual-machine:/home/rtir# service rtir-service start root at rtir-virtual-machine:/home/rtir# Plack::Handler::Starlet: Accepting connections at http://0:443/ [13526] [Mon May 19 11:11:45 2014] [info]: #53/738 - Scrip 3 On Create Autoreply To Requestors (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [13526] [Mon May 19 11:11:45 2014] [info]: No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) [13526] [Mon May 19 11:11:45 2014] [info]: #53/738 - Scrip 4 On Create Notify AdminCcs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [13526] [Mon May 19 11:11:45 2014] [info]: No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) [13526] [Mon May 19 11:11:45 2014] [info]: Ticket 53 created in queue 'Incident Reports' by problem_sender at acme.com (/opt/rt4/sbin/../lib/RT/Ticket.pm:694) [13530] [Mon May 19 11:12:09 2014] [info]: Finished adding callbacks (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/MakeClicky/Default:212) [13529] [Mon May 19 11:12:16 2014] [info]: #53/742 - Scrip 2 On Owner Change Notify Owner (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [13529] [Mon May 19 11:12:16 2014] [info]: sent To: root at localhost (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:316) [13531] [Mon May 19 11:12:18 2014] [info]: Finished adding callbacks (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/MakeClicky/Default:212) [13534] [Mon May 19 11:12:41 2014] [info]: #53/745 - Scrip 5 On Correspond Notify AdminCcs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [13534] [Mon May 19 11:12:41 2014] [info]: sent To: "AdminCc of cert-hungary.hu Ticket #53":; Bcc: rtir_test at cert-hungary.hu (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:316) [13534] [Mon May 19 11:12:41 2014] [info]: #53/745 - Scrip 7 On Correspond Notify Other Recipients (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [13534] [Mon May 19 11:12:41 2014] [info]: No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) [13534] [Mon May 19 11:12:41 2014] [info]: #53/745 - Scrip 6 On Correspond Notify Requestors and Ccs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [13534] [Mon May 19 11:12:41 2014] [info]: No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) [13534] [Mon May 19 11:12:41 2014] [info]: #53/745 - Scrip 50 Response to Sender (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [13534] [Mon May 19 11:12:41 2014] [info]: No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) [13535] [Mon May 19 11:12:42 2014] [critical]: RT Received mail ( ) from itself. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1855) [13535] [Mon May 19 11:12:42 2014] [crit]: RT Bounce: [cert-hungary.hu #53] Spam report: RT thinks this message may be a bounce (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:248) [13535] [Mon May 19 11:12:42 2014] [error]: Could not record email: Message Bounced (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) [13533] [Mon May 19 11:12:42 2014] [info]: Finished adding callbacks (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/MakeClicky/Default:212) [13527] [Mon May 19 11:13:20 2014] [info]: #54/753 - Scrip 3 On Create Autoreply To Requestors (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [13527] [Mon May 19 11:13:20 2014] [info]: No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) [13527] [Mon May 19 11:13:20 2014] [info]: #54/753 - Scrip 4 On Create Notify AdminCcs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [13527] [Mon May 19 11:13:20 2014] [info]: No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) [13527] [Mon May 19 11:13:20 2014] [info]: Ticket 54 created in queue 'Incidents' by root (/opt/rt4/sbin/../lib/RT/Ticket.pm:694) [13528] [Mon May 19 11:13:21 2014] [info]: Finished adding callbacks (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/MakeClicky/Default:212) [13534] [Mon May 19 11:14:03 2014] [info]: #55/760 - Scrip 3 On Create Autoreply To Requestors (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [13534] [Mon May 19 11:14:03 2014] [info]: No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) [13534] [Mon May 19 11:14:03 2014] [info]: #55/760 - Scrip 4 On Create Notify AdminCcs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [13534] [Mon May 19 11:14:03 2014] [info]: No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) [13534] [Mon May 19 11:14:03 2014] [info]: #55/760 - Scrip 49 On Create Notify Ccs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [13534] [Mon May 19 11:14:03 2014] [info]: No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) [13534] [Mon May 19 11:14:03 2014] [info]: Ticket 55 created in queue 'Investigations' by root (/opt/rt4/sbin/../lib/RT/Ticket.pm:694) [13535] [Mon May 19 11:14:04 2014] [info]: Finished adding callbacks (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/MakeClicky/Default:212) Tamas Szep GovCERT-Hungary From ktm at rice.edu Mon May 19 09:02:50 2014 From: ktm at rice.edu (ktm at rice.edu) Date: Mon, 19 May 2014 08:02:50 -0500 Subject: [rt-users] Maximum recipients allowed In-Reply-To: <5379FBEF.6030002@renater.fr> References: <5379FBEF.6030002@renater.fr> Message-ID: <20140519130250.GZ5746@aart.rice.edu> On Mon, May 19, 2014 at 02:41:19PM +0200, Olivier Lumineau wrote: > Hi, > we are using RT 3.8.7, and to filter spam more efficiently, I wanted > to know if there was an easy way in RT to limit ticket recipients > (to + cc + bcc) . > > I don't want more than 10 or 15 recipients by ticket, to prevent > that a spam withs hundreds mail addresses pollute our RT. > > Thanks > > -- > Olivier > Hi Olivier, I used the following in Email_Local.pm. Maybe you can do something similar. Regards, Ken ----------------------- sub ParseCcAddressesFromHead { my %args = ( Head => undef, QueueObj => undef, CurrentUser => undef, @_ ); my @recipients = map lc $_->address, map Email::Address->parse( $args{'Head'}->get( $_ ) ), qw(To Cc); my @res; foreach my $address ( @recipients ) { $address = $args{'CurrentUser'}->UserObj->CanonicalizeEmailAddress( $address ); next if lc $args{'CurrentUser'}->EmailAddress eq $address; next if lc $args{'QueueObj'}->CorrespondAddress eq $address; next if lc $args{'QueueObj'}->CommentAddress eq $address; next if RT::EmailParser->IsRTAddress( $address ); push @res, $address; } # # Limit the number of Cc addresses that we add to a # ticket during the initial create to minimize damage # to our Email reputation when SPAM slips through DSPAM. $RT::Logger->debug("$#res Ccs"); if ( $#res > 3 ) { my @riceCc; my @nonriceCc; @riceCc = grep /rice.edu/i, @res; @nonriceCc = grep !/rice.edu/i, @res; $RT::Logger->debug("$#riceCc riceCcs, $#nonriceCc nonriceCcs"); if ($#nonriceCc > 1) { @res = (@riceCc, @nonriceCc[0]); } } return @res; } ----------------------- From Mark.Sears at GDIT.com Mon May 19 09:07:41 2014 From: Mark.Sears at GDIT.com (Sears, Mark) Date: Mon, 19 May 2014 13:07:41 +0000 Subject: [rt-users] Perl broken? Message-ID: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC090@HQ100-EXMBX02.ad.local> I am receiving the following error when I go into Preferences>About me: Error during compilation of /opt/rt3/share/html/Elements/SelectTimezone:Can't locate DateTime/TimeZone/OlsonDB/Rule.pm in... Also mentions issue with TimeZone::Africa::Abidjan. I have run fix deps; test deps; rt-test-deps script and from cpan> installed TimeZone module Thoughts comments? Thanks, Mark Sears - CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Picture (Device Independent Bitmap) 1.jpg Type: image/jpeg Size: 631 bytes Desc: Picture (Device Independent Bitmap) 1.jpg URL: From pflynn at ucc.ie Mon May 19 09:40:39 2014 From: pflynn at ucc.ie (Flynn, Peter) Date: Mon, 19 May 2014 13:40:39 +0000 Subject: [rt-users] Incoming email address Message-ID: <171BBC56B9C7DA449B41C40E130231A1148B20B9@exchmbx02.central.ad.ucc.ie> I am setting up a test instance of rt as part of our investigation of a replacement for our current helpdesk system. So far it's up and running nicely on a virtual host under Apache, and I've been adding some test users and queues. I can't find any documentation on how best to set up the email responder. There are descriptions of the variables in the docs, but there doesn't seem to be any description of what the receiver email address is or how/where to configure it. The server has sendmail configured, but what address would a customer send a query to? ///Peter -- Peter Flynn | Academic & Collaborative Technologies | University College Cork IT Services | ? +353 21 490 2609 | ? pflynn at ucc.ie | ? www.ucc.ie From giles at coochey.net Mon May 19 10:21:49 2014 From: giles at coochey.net (Giles Coochey) Date: Mon, 19 May 2014 15:21:49 +0100 Subject: [rt-users] Incoming email address In-Reply-To: <171BBC56B9C7DA449B41C40E130231A1148B20B9@exchmbx02.central.ad.ucc.ie> References: <171BBC56B9C7DA449B41C40E130231A1148B20B9@exchmbx02.central.ad.ucc.ie> Message-ID: <537A137D.2080304@coochey.net> On 19/05/2014 14:40, Flynn, Peter wrote: > I am setting up a test instance of rt as part of our investigation of a > replacement for our current helpdesk system. > > So far it's up and running nicely on a virtual host under Apache, and > I've been adding some test users and queues. > > I can't find any documentation on how best to set up the email > responder. There are descriptions of the variables in the docs, but > there doesn't seem to be any description of what the receiver email > address is or how/where to configure it. The server has sendmail > configured, but what address would a customer send a query to? > > ///Peter Take a look at rt-mailgate: https://www.bestpractical.com/docs/rt/4.2/rt-mailgate.html -- Regards, Giles Coochey, CCNP, CCNA, CCNAS NetSecSpec Ltd +44 (0) 8444 780677 +44 (0) 7983 877438 http://www.coochey.net http://www.netsecspec.co.uk giles at coochey.net -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 6454 bytes Desc: S/MIME Cryptographic Signature URL: From dominic.hargreaves at it.ox.ac.uk Mon May 19 10:23:46 2014 From: dominic.hargreaves at it.ox.ac.uk (Dominic Hargreaves) Date: Mon, 19 May 2014 15:23:46 +0100 Subject: [rt-users] Incoming email address In-Reply-To: <171BBC56B9C7DA449B41C40E130231A1148B20B9@exchmbx02.central.ad.ucc.ie> References: <171BBC56B9C7DA449B41C40E130231A1148B20B9@exchmbx02.central.ad.ucc.ie> Message-ID: <20140519142345.GL4568@squash.oucs.ox.ac.uk> On Mon, May 19, 2014 at 01:40:39PM +0000, Flynn, Peter wrote: > I am setting up a test instance of rt as part of our investigation of a > replacement for our current helpdesk system. > > So far it's up and running nicely on a virtual host under Apache, and > I've been adding some test users and queues. > > I can't find any documentation on how best to set up the email > responder. There are descriptions of the variables in the docs, but > there doesn't seem to be any description of what the receiver email > address is or how/where to configure it. The server has sendmail > configured, but what address would a customer send a query to? You need to set up some pipe aliases using rt-mailgate: http://www.bestpractical.com/docs/rt/4.2/rt-mailgate.html Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford, 13 Banbury Road, Oxford, OX2 6NN -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: Digital signature URL: From falcone at bestpractical.com Mon May 19 13:23:08 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 19 May 2014 13:23:08 -0400 Subject: [rt-users] Unable to paste into Rich Text Editor since upgrading to RT 4.2.4 In-Reply-To: <1400281076731.85279@numbers.net.au> References: <1400281076731.85279@numbers.net.au> Message-ID: <20140519172308.GB5652@jibsheet.com> On Fri, May 16, 2014 at 10:57:57PM +0000, Jan Kurianski wrote: > Since upgrading to RT 4.2.4, users are unable to paste into the rich text editor. Only > bothered to reproduce this with Google Chrome on a Mac, as the error indicates that the > problem is browser-wide. Just tested with Google Chrome on a Mac 34.0.1847.137 and copy/paste html or plain text into the rich text editor on new ticket creation works fine. I assume you're actually pasting some rich text from a word document, which is important to the bug report, and not just random plain text. -kevin > 1. Ensure your configuration has the Rich Text Editor enabled. > 2. Reply to any ticket (or compose a new ticket). > 3. Click on the text editor to give it focus. > 4. Paste, using keyboard shortcut. > What happens: > Nothing. > What is expected: > Text from the clipboard appears in the editor. > Chrome shows the following errors in the console (where [1]https://redacted/rt is the root of > my RT site): > GET https://redacted/rt/Ticket/plugins/pastefromword/filter/default.js?t=D08E 404 (Not > Found) squished-884af658b44cdd5c585766ea0a0518ba.js:3325 > Uncaught TypeError: undefined is not a function > squished-884af658b44cdd5c585766ea0a0518ba.js:4040 > The dynamic GET originates from this file (when un-squished): > /opt/rt4/share/static/RichText/ckeditor.js > CKEDITOR.getUrl(a.config.pasteFromWordCleanupFile||d+"filter/default.js") > A hacky patch that solves the problem for me: > /opt/rt4/share/static/RichText/config.js > 47a48,50 > > > > // Since ckeditor is always used from an /rt/Controller, use '../' to get back to the RT > root directory. > > config.pasteFromWordCleanupFile = > '../static/RichText/plugins/pastefromword/filter/default.js'; > Cheers, > Jan > > References > > Visible links > 1. https://redacted/rt > -- > RT Training - Dallas May 20-21 > http://bestpractical.com/training -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon May 19 13:34:30 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 19 May 2014 13:34:30 -0400 Subject: [rt-users] Problem sending email from Reply In-Reply-To: <5379FF46.3070904@govcert.hu> <5379B0EB.60606@govcert.hu> Message-ID: <20140519173430.GC5652@jibsheet.com> On Mon, May 19, 2014 at 09:21:15AM +0200, "Tam?s, Sz?p" wrote: > > Which problems, we've walked a few clients through upgrading from that > vintage of RTIR, keeping their data intact. > > Good to know! Maybe I will try that. It may take a lot of time to > upgrade from version to version however and as a GovCERT we can't stop > incident handling so I don't want to mess with the live one. Any ideas? Don't ugprade from version to version. Copy the database to a new system. Install RT 4.0.20 and follow all the upgrading steps. Then install RTIR 3.0.2 and follow those upgrading steps. You will need to have some downtime obviously, but you cannot know how much downtime without running through the migration. Installing each intermediate RT/RTIR version is unnecessary and no documentation implies you need to do that. If you find documentation that suggests it, please file a bug so I can remove it. > > These are both standard built-in features of RT and RTIR > > I don't understand. Not sending email to the sender when I want to and > not sending email to the correspondent when launching an investigation > are built-in features? I would say it is a bad configuration at us or > something like that. No. Sending mail to the correspondent on reply or on investigation creation are standard features of RTIR. That they are not working implies a misconfiguration or error in your install. > I sent in a problem, RT got it. Then I (root user in RT) took it, > replied to it (error#1:email wasn't sent), created an Incident from the > report and finally launched an Investigation with a correspondent > (error#2:email wasn't sent). I see two problems here. RT thinks that problem_sender at acme.com isn't a valid email recipient. Please show the Correspondents page for ticket 53 and the user page for that user to confirm they are set up properly. Additionally, you should not make the RTIR email address the AdminCc of the IR queue. This is causing RT to send mail to itself which has to be detected as a bounce loop and dropped. > Here is the log (if it helps better, I create a new one with debug mode): > > No recipients > found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) > [13534] [Mon May 19 11:12:41 2014] [info]: > #53/745 - Scrip > 50 Response to Sender (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) > [13534] [Mon May 19 11:12:41 2014] [info]: > No recipients > found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) > [13535] [Mon May 19 11:12:42 2014] [critical]: RT Received mail > ( > ) from itself. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1855) > [13535] [Mon May 19 11:12:42 2014] [crit]: RT Bounce: [cert-hungary.hu > #53] Spam report: RT thinks this message may be a bounce > (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:248) > [13535] [Mon May 19 11:12:42 2014] [error]: Could not record email: > Message Bounced (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Mon May 19 13:39:55 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 19 May 2014 13:39:55 -0400 Subject: [rt-users] Perl broken? In-Reply-To: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC090@HQ100-EXMBX02.ad.local> References: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC090@HQ100-EXMBX02.ad.local> Message-ID: <20140519173955.GD5652@jibsheet.com> On Mon, May 19, 2014 at 01:07:41PM +0000, Sears, Mark wrote: > I am receiving the following error when I go into Preferences>About me: > Error during compilation of /opt/rt3/share/html/Elements/SelectTimezone:Can't locate > DateTime/TimeZone/OlsonDB/Rule.pm in... > > Also mentions issue with TimeZone::Africa::Abidjan. > > I have run fix deps; test deps; rt-test-deps script and from cpan> installed TimeZone module You forgot to mention your RT version, but since you have /opt/rt3 in your error patch, I'll mention that no release of RT3 is currently supported. RT can optionally use DateTime::TimeZone if installed (it's not a required dependency of RT) but something must be wrong in your older version of RT. You likely need to install DateTime::TimeZone from cpan -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From Mark.Sears at GDIT.com Mon May 19 13:45:17 2014 From: Mark.Sears at GDIT.com (Sears, Mark) Date: Mon, 19 May 2014 17:45:17 +0000 Subject: [rt-users] Perl broken? In-Reply-To: <20140519173955.GD5652@jibsheet.com> References: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC090@HQ100-EXMBX02.ad.local> <20140519173955.GD5652@jibsheet.com> Message-ID: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC42B@HQ100-EXMBX02.ad.local> Sorry I am running V 3.8.7...and I realize it is not officially supported. Thought I would see if anyone had run into this error before. I did, as you suggested already, and installed the DateTime::TimeZone from cpan but still get the error. Thanks, Mark Sears - CISSP-M.S. IA Principal Information Security Analyst 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, May 19, 2014 1:40 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? On Mon, May 19, 2014 at 01:07:41PM +0000, Sears, Mark wrote: > I am receiving the following error when I go into Preferences>About me: > Error during compilation of /opt/rt3/share/html/Elements/SelectTimezone:Can't locate > DateTime/TimeZone/OlsonDB/Rule.pm in... > > Also mentions issue with TimeZone::Africa::Abidjan. > > I have run fix deps; test deps; rt-test-deps script and from cpan> > installed TimeZone module You forgot to mention your RT version, but since you have /opt/rt3 in your error patch, I'll mention that no release of RT3 is currently supported. RT can optionally use DateTime::TimeZone if installed (it's not a required dependency of RT) but something must be wrong in your older version of RT. You likely need to install DateTime::TimeZone from cpan -kevin From lenjaffe at jaffesystems.com Mon May 19 14:17:07 2014 From: lenjaffe at jaffesystems.com (Len Jaffe) Date: Mon, 19 May 2014 14:17:07 -0400 Subject: [rt-users] Perl broken? In-Reply-To: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC42B@HQ100-EXMBX02.ad.local> References: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC090@HQ100-EXMBX02.ad.local> <20140519173955.GD5652@jibsheet.com> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC42B@HQ100-EXMBX02.ad.local> Message-ID: You left out the best bits. The bits where Perl told you what the INC array looks like, and probably where in the code the call was being made. So you could use that info to determine where on your file system the DateTime modules live, that the OlsonRule files are there, and why they're not on Perl's @INC path, because that is what the eror message is saying. Len. On Mon, May 19, 2014 at 1:45 PM, Sears, Mark wrote: > Sorry I am running V 3.8.7...and I realize it is not officially supported. > Thought I would see if anyone had run into this error before. I did, as > you suggested already, and installed the DateTime::TimeZone from cpan but > still get the error. > > > Thanks, > Mark Sears - CISSP-M.S. IA > Principal Information Security Analyst > > 12249 Science Drive Suite 160 > Orlando, FL 32826 > office: (407) 541-4062 > fax: (407) 380-3823 > mark.sears at gdit.com > www.gdit.com > > > -----Original Message----- > From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On > Behalf Of Kevin Falcone > Sent: Monday, May 19, 2014 1:40 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Perl broken? > > On Mon, May 19, 2014 at 01:07:41PM +0000, Sears, Mark wrote: > > I am receiving the following error when I go into Preferences>About > me: > > Error during compilation of > /opt/rt3/share/html/Elements/SelectTimezone:Can't locate > > DateTime/TimeZone/OlsonDB/Rule.pm in... > > > > Also mentions issue with TimeZone::Africa::Abidjan. > > > > I have run fix deps; test deps; rt-test-deps script and from cpan> > > installed TimeZone module > > You forgot to mention your RT version, but since you have /opt/rt3 in your > error patch, I'll mention that no release of RT3 is currently supported. > > RT can optionally use DateTime::TimeZone if installed (it's not a required > dependency of RT) but something must be wrong in your older version of RT. > You likely need to install DateTime::TimeZone from cpan > > -kevin > -- > RT Training - Dallas May 20-21 > 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 Mark.Sears at GDIT.com Mon May 19 14:24:40 2014 From: Mark.Sears at GDIT.com (Sears, Mark) Date: Mon, 19 May 2014 18:24:40 +0000 Subject: [rt-users] Perl broken? In-Reply-To: References: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC090@HQ100-EXMBX02.ad.local> <20140519173955.GD5652@jibsheet.com> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC42B@HQ100-EXMBX02.ad.local> Message-ID: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC480@HQ100-EXMBX02.ad.local> Here is the full error: Error during compilation of /opt/rt3/share/html/Elements/SelectTimezone: Can't locate DateTime/TimeZone/OlsonDB/Rule.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB.pm line 8, line 1662. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB.pm line 8, line 1662. Compilation failed in require at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/Africa/Abidjan.pm line 16, line 1662. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/Africa/Abidjan.pm line 16, line 1662. Compilation failed in require at (eval 2195) line 3, line 1662. Stack: [/usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone.pm:88] [/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/DateTime.pm:1958] [/opt/rt3/share/html/Elements/SelectTimezone:60] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:817] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:440] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1127] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1060] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1239] [/opt/rt3/share/html/User/Prefs.html:83] [/opt/rt3/share/html/Widgets/TitleBox:51] [/opt/rt3/share/html/User/Prefs.html:86] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:320] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:224] [/opt/rt3/share/html/autohandler:53] Thanks, Mark Sears ? CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com From: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe Sent: Monday, May 19, 2014 2:17 PM To: Sears, Mark Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? You left out the best bits. The bits where Perl told you what the INC array looks like, and probably where in the code the call was being made. So you could use that info to determine where on your file system the DateTime modules live, that the OlsonRule files are there, and why they're not on Perl's @INC path, because that is what the eror message is saying. Len. On Mon, May 19, 2014 at 1:45 PM, Sears, Mark > wrote: Sorry I am running V 3.8.7...and I realize it is not officially supported. Thought I would see if anyone had run into this error before. I did, as you suggested already, and installed the DateTime::TimeZone from cpan but still get the error. Thanks, Mark Sears - CISSP-M.S. IA Principal Information Security Analyst 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, May 19, 2014 1:40 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? On Mon, May 19, 2014 at 01:07:41PM +0000, Sears, Mark wrote: > I am receiving the following error when I go into Preferences>About me: > Error during compilation of /opt/rt3/share/html/Elements/SelectTimezone:Can't locate > DateTime/TimeZone/OlsonDB/Rule.pm in... > > Also mentions issue with TimeZone::Africa::Abidjan. > > I have run fix deps; test deps; rt-test-deps script and from cpan> > installed TimeZone module You forgot to mention your RT version, but since you have /opt/rt3 in your error patch, I'll mention that no release of RT3 is currently supported. RT can optionally use DateTime::TimeZone if installed (it's not a required dependency of RT) but something must be wrong in your older version of RT. You likely need to install DateTime::TimeZone from cpan -kevin -- RT Training - Dallas May 20-21 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: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 1262 bytes Desc: image001.png URL: From falcone at bestpractical.com Mon May 19 14:59:50 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 19 May 2014 14:59:50 -0400 Subject: [rt-users] Perl broken? In-Reply-To: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC480@HQ100-EXMBX02.ad.local> References: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC090@HQ100-EXMBX02.ad.local> <20140519173955.GD5652@jibsheet.com> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC42B@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC480@HQ100-EXMBX02.ad.local> Message-ID: <20140519185950.GE5652@jibsheet.com> On Mon, May 19, 2014 at 06:24:40PM +0000, Sears, Mark wrote: > Here is the full error: Since DateTime::TimeZone contains DateTime::TimeZone::OlsonDB::Rule I don't believe that you've successfully installed DateTime::TimeZone, or have failed to restart Apache or have permission errors preventing RT from reading the files on disk. -kevin > > Error during compilation of /opt/rt3/share/html/Elements/SelectTimezone: Can't locate > DateTime/TimeZone/OlsonDB/Rule.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib > /opt/rt3/bin/../lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 > /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . > /etc/httpd) at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB.pm line 8, line 1662. > BEGIN failed--compilation aborted at > /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB.pm line 8, line 1662. Compilation > failed in require at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/Africa/Abidjan.pm line > 16, line 1662. BEGIN failed--compilation aborted at > /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/Africa/Abidjan.pm line 16, line 1662. > Compilation failed in require at (eval 2195) line 3, line 1662. Stack: > [/usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone.pm:88] > [/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/DateTime.pm:1958] > [/opt/rt3/share/html/Elements/SelectTimezone:60] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:817] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:440] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1127] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1060] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1239] > [/opt/rt3/share/html/User/Prefs.html:83] [/opt/rt3/share/html/Widgets/TitleBox:51] > [/opt/rt3/share/html/User/Prefs.html:86] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:320] > [/opt/rt3/bin/../lib/RT/Interface/Web.pm:224] [/opt/rt3/share/html/autohandler:53] > > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From lenjaffe at jaffesystems.com Mon May 19 15:08:39 2014 From: lenjaffe at jaffesystems.com (Len Jaffe) Date: Mon, 19 May 2014 15:08:39 -0400 Subject: [rt-users] Perl broken? In-Reply-To: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC480@HQ100-EXMBX02.ad.local> References: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC090@HQ100-EXMBX02.ad.local> <20140519173955.GD5652@jibsheet.com> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC42B@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC480@HQ100-EXMBX02.ad.local> Message-ID: Now use locate or find to figure out where OlsonDB/Rule.pm lives, and see if that's in the @INC array. On Mon, May 19, 2014 at 2:24 PM, Sears, Mark wrote: > Here is the full error: > > > > Error during compilation of /opt/rt3/share/html/Elements/SelectTimezone: > Can't locate DateTime/TimeZone/OlsonDB/Rule.pm in @INC (@INC contains: > /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib > /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl > /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . > /etc/httpd) at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB.pm > line 8, line 1662. BEGIN failed--compilation aborted at > /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB.pm line 8, line > 1662. Compilation failed in require at > /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/Africa/Abidjan.pm line 16, > line 1662. BEGIN failed--compilation aborted at > /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/Africa/Abidjan.pm line 16, > line 1662. Compilation failed in require at (eval 2195) line 3, line 1662. > Stack: [/usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone.pm:88] > [/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/DateTime.pm:1958] > [/opt/rt3/share/html/Elements/SelectTimezone:60] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:817] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:440] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1127] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1060] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1239] > [/opt/rt3/share/html/User/Prefs.html:83] > [/opt/rt3/share/html/Widgets/TitleBox:51] > [/opt/rt3/share/html/User/Prefs.html:86] > [/opt/rt3/bin/../lib/RT/Interface/Web.pm:320] > [/opt/rt3/bin/../lib/RT/Interface/Web.pm:224] > [/opt/rt3/share/html/autohandler:53] > > > > Thanks, > > *Mark Sears ? CISSP-M.S. IA* > *Principal Information Security Analyst* > *[image: cid:image001.png at 01CE728F.61780B30]* > > 12249 Science Drive Suite 160 > Orlando, FL 32826 > office: (407) 541-4062 > fax: (407) 380-3823 > *mark.sears at gdit.com * > www.gdit.com > > > > *From:* lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] *On Behalf Of *Len > Jaffe > *Sent:* Monday, May 19, 2014 2:17 PM > *To:* Sears, Mark > *Cc:* rt-users at lists.bestpractical.com > > *Subject:* Re: [rt-users] Perl broken? > > > > You left out the best bits. The bits where Perl told you what the INC > array looks like, and probably where in the code the call was being made. > So you could use that info to determine where on your file system the > DateTime modules live, that the OlsonRule files are there, and why they're > not on Perl's @INC path, because that is what the eror message is saying. > > > > Len. > > > > On Mon, May 19, 2014 at 1:45 PM, Sears, Mark wrote: > > Sorry I am running V 3.8.7...and I realize it is not officially supported. > Thought I would see if anyone had run into this error before. I did, as > you suggested already, and installed the DateTime::TimeZone from cpan but > still get the error. > > > Thanks, > Mark Sears - CISSP-M.S. IA > Principal Information Security Analyst > > 12249 Science Drive Suite 160 > Orlando, FL 32826 > office: (407) 541-4062 > fax: (407) 380-3823 > mark.sears at gdit.com > www.gdit.com > > > -----Original Message----- > From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On > Behalf Of Kevin Falcone > Sent: Monday, May 19, 2014 1:40 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Perl broken? > > On Mon, May 19, 2014 at 01:07:41PM +0000, Sears, Mark wrote: > > I am receiving the following error when I go into Preferences>About > me: > > Error during compilation of > /opt/rt3/share/html/Elements/SelectTimezone:Can't locate > > DateTime/TimeZone/OlsonDB/Rule.pm in... > > > > Also mentions issue with TimeZone::Africa::Abidjan. > > > > I have run fix deps; test deps; rt-test-deps script and from cpan> > > installed TimeZone module > > You forgot to mention your RT version, but since you have /opt/rt3 in your > error patch, I'll mention that no release of RT3 is currently supported. > > RT can optionally use DateTime::TimeZone if installed (it's not a required > dependency of RT) but something must be wrong in your older version of RT. > You likely need to install DateTime::TimeZone from cpan > > -kevin > -- > RT Training - Dallas May 20-21 > 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: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 1262 bytes Desc: not available URL: From Mark.Sears at GDIT.com Mon May 19 15:19:55 2014 From: Mark.Sears at GDIT.com (Sears, Mark) Date: Mon, 19 May 2014 19:19:55 +0000 Subject: [rt-users] Perl broken? In-Reply-To: References: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC090@HQ100-EXMBX02.ad.local> <20140519173955.GD5652@jibsheet.com> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC42B@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC480@HQ100-EXMBX02.ad.local> Message-ID: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC527@HQ100-EXMBX02.ad.local> OK?found it in 2 places? /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB/Rule.pm /root/.cpan/build/DateTime-TimeZone-1.58/lib/DateTime/TimeZone/OlsonDB/Rule.pm Thanks, Mark Sears ? CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com From: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe Sent: Monday, May 19, 2014 3:09 PM To: Sears, Mark Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? Now use locate or find to figure out where OlsonDB/Rule.pm lives, and see if that's in the @INC array. On Mon, May 19, 2014 at 2:24 PM, Sears, Mark > wrote: Here is the full error: Error during compilation of /opt/rt3/share/html/Elements/SelectTimezone: Can't locate DateTime/TimeZone/OlsonDB/Rule.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB.pm line 8, line 1662. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB.pm line 8, line 1662. Compilation failed in require at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/Africa/Abidjan.pm line 16, line 1662. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/Africa/Abidjan.pm line 16, line 1662. Compilation failed in require at (eval 2195) line 3, line 1662. Stack: [/usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone.pm:88] [/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/DateTime.pm:1958] [/opt/rt3/share/html/Elements/SelectTimezone:60] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:817] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:440] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1127] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1060] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1239] [/opt/rt3/share/html/User/Prefs.html:83] [/opt/rt3/share/html/Widgets/TitleBox:51] [/opt/rt3/share/html/User/Prefs.html:86] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:320] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:224] [/opt/rt3/share/html/autohandler:53] Thanks, Mark Sears ? CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com From: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe Sent: Monday, May 19, 2014 2:17 PM To: Sears, Mark Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? You left out the best bits. The bits where Perl told you what the INC array looks like, and probably where in the code the call was being made. So you could use that info to determine where on your file system the DateTime modules live, that the OlsonRule files are there, and why they're not on Perl's @INC path, because that is what the eror message is saying. Len. On Mon, May 19, 2014 at 1:45 PM, Sears, Mark > wrote: Sorry I am running V 3.8.7...and I realize it is not officially supported. Thought I would see if anyone had run into this error before. I did, as you suggested already, and installed the DateTime::TimeZone from cpan but still get the error. Thanks, Mark Sears - CISSP-M.S. IA Principal Information Security Analyst 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, May 19, 2014 1:40 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? On Mon, May 19, 2014 at 01:07:41PM +0000, Sears, Mark wrote: > I am receiving the following error when I go into Preferences>About me: > Error during compilation of /opt/rt3/share/html/Elements/SelectTimezone:Can't locate > DateTime/TimeZone/OlsonDB/Rule.pm in... > > Also mentions issue with TimeZone::Africa::Abidjan. > > I have run fix deps; test deps; rt-test-deps script and from cpan> > installed TimeZone module You forgot to mention your RT version, but since you have /opt/rt3 in your error patch, I'll mention that no release of RT3 is currently supported. RT can optionally use DateTime::TimeZone if installed (it's not a required dependency of RT) but something must be wrong in your older version of RT. You likely need to install DateTime::TimeZone from cpan -kevin -- RT Training - Dallas May 20-21 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: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 1262 bytes Desc: image001.png URL: From Mark.Sears at GDIT.com Mon May 19 15:30:39 2014 From: Mark.Sears at GDIT.com (Sears, Mark) Date: Mon, 19 May 2014 19:30:39 +0000 Subject: [rt-users] Perl broken? In-Reply-To: References: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC090@HQ100-EXMBX02.ad.local> <20140519173955.GD5652@jibsheet.com> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC42B@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC480@HQ100-EXMBX02.ad.local> Message-ID: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC53C@HQ100-EXMBX02.ad.local> Not sure what you mean by see if that's in the @INC array Thanks, Mark Sears ? CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com From: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe Sent: Monday, May 19, 2014 3:09 PM To: Sears, Mark Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? Now use locate or find to figure out where OlsonDB/Rule.pm lives, and see if that's in the @INC array. On Mon, May 19, 2014 at 2:24 PM, Sears, Mark > wrote: Here is the full error: Error during compilation of /opt/rt3/share/html/Elements/SelectTimezone: Can't locate DateTime/TimeZone/OlsonDB/Rule.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB.pm line 8, line 1662. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB.pm line 8, line 1662. Compilation failed in require at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/Africa/Abidjan.pm line 16, line 1662. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/Africa/Abidjan.pm line 16, line 1662. Compilation failed in require at (eval 2195) line 3, line 1662. Stack: [/usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone.pm:88] [/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/DateTime.pm:1958] [/opt/rt3/share/html/Elements/SelectTimezone:60] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:817] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:440] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1127] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1060] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1239] [/opt/rt3/share/html/User/Prefs.html:83] [/opt/rt3/share/html/Widgets/TitleBox:51] [/opt/rt3/share/html/User/Prefs.html:86] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:320] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:224] [/opt/rt3/share/html/autohandler:53] Thanks, Mark Sears ? CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com From: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe Sent: Monday, May 19, 2014 2:17 PM To: Sears, Mark Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? You left out the best bits. The bits where Perl told you what the INC array looks like, and probably where in the code the call was being made. So you could use that info to determine where on your file system the DateTime modules live, that the OlsonRule files are there, and why they're not on Perl's @INC path, because that is what the eror message is saying. Len. On Mon, May 19, 2014 at 1:45 PM, Sears, Mark > wrote: Sorry I am running V 3.8.7...and I realize it is not officially supported. Thought I would see if anyone had run into this error before. I did, as you suggested already, and installed the DateTime::TimeZone from cpan but still get the error. Thanks, Mark Sears - CISSP-M.S. IA Principal Information Security Analyst 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, May 19, 2014 1:40 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? On Mon, May 19, 2014 at 01:07:41PM +0000, Sears, Mark wrote: > I am receiving the following error when I go into Preferences>About me: > Error during compilation of /opt/rt3/share/html/Elements/SelectTimezone:Can't locate > DateTime/TimeZone/OlsonDB/Rule.pm in... > > Also mentions issue with TimeZone::Africa::Abidjan. > > I have run fix deps; test deps; rt-test-deps script and from cpan> > installed TimeZone module You forgot to mention your RT version, but since you have /opt/rt3 in your error patch, I'll mention that no release of RT3 is currently supported. RT can optionally use DateTime::TimeZone if installed (it's not a required dependency of RT) but something must be wrong in your older version of RT. You likely need to install DateTime::TimeZone from cpan -kevin -- RT Training - Dallas May 20-21 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: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 1262 bytes Desc: image001.png URL: From lenjaffe at jaffesystems.com Mon May 19 16:12:06 2014 From: lenjaffe at jaffesystems.com (Len Jaffe) Date: Mon, 19 May 2014 16:12:06 -0400 Subject: [rt-users] Perl broken? In-Reply-To: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC53C@HQ100-EXMBX02.ad.local> References: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC090@HQ100-EXMBX02.ad.local> <20140519173955.GD5652@jibsheet.com> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC42B@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC480@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC53C@HQ100-EXMBX02.ad.local> Message-ID: Perl has an @INC array which lists all of the directories that Perl will look in when searching for modules. It also has %INC which is a hash of modules, and the file paths they were loaded from. But Perl listed it's include path for you. You included it in a previous email. look through that list and see if any of the entries are the prefix of either of the two place you found OlsonDB/Rule.pm. But also listen to Kevin, restart apache/fcgi and check the ownership and file permissions of /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB/Rule.pm and it's directory components. If it's on the path, then it will be file permissions, ownership etc. Easy enough to rectify. Otherwise you have to question why it installed in a place in which Perl isn't looking. But /usr/lib/perl5 is the default place that perl looks. Len. On Mon, May 19, 2014 at 3:30 PM, Sears, Mark wrote: > Not sure what you mean by see if that's in the @INC array > > > > Thanks, > > *Mark Sears ? CISSP-M.S. IA* > *Principal Information Security Analyst* > *[image: cid:image001.png at 01CE728F.61780B30]* > 12249 Science Drive Suite 160 > Orlando, FL 32826 > office: (407) 541-4062 > fax: (407) 380-3823 > *mark.sears at gdit.com * > www.gdit.com > > > > *From:* lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] *On Behalf Of *Len > Jaffe > *Sent:* Monday, May 19, 2014 3:09 PM > > *To:* Sears, Mark > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] Perl broken? > > > > Now use locate or find to figure out where OlsonDB/Rule.pm lives, and see > if that's in the @INC array. > > > > On Mon, May 19, 2014 at 2:24 PM, Sears, Mark wrote: > > Here is the full error: > > > > Error during compilation of /opt/rt3/share/html/Elements/SelectTimezone: > Can't locate DateTime/TimeZone/OlsonDB/Rule.pm in @INC (@INC contains: > /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib > /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl > /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . > /etc/httpd) at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB.pm > line 8, line 1662. BEGIN failed--compilation aborted at > /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB.pm line 8, line > 1662. Compilation failed in require at > /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/Africa/Abidjan.pm line 16, > line 1662. BEGIN failed--compilation aborted at > /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/Africa/Abidjan.pm line 16, > line 1662. Compilation failed in require at (eval 2195) line 3, line 1662. > Stack: [/usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone.pm:88] > [/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/DateTime.pm:1958] > [/opt/rt3/share/html/Elements/SelectTimezone:60] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:817] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:440] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1127] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1060] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1239] > [/opt/rt3/share/html/User/Prefs.html:83] > [/opt/rt3/share/html/Widgets/TitleBox:51] > [/opt/rt3/share/html/User/Prefs.html:86] > [/opt/rt3/bin/../lib/RT/Interface/Web.pm:320] > [/opt/rt3/bin/../lib/RT/Interface/Web.pm:224] > [/opt/rt3/share/html/autohandler:53] > > > > Thanks, > > *Mark Sears ? CISSP-M.S. IA* > *Principal Information Security Analyst* > *[image: cid:image001.png at 01CE728F.61780B30]* > > > 12249 Science Drive Suite 160 > Orlando, FL 32826 > office: (407) 541-4062 > fax: (407) 380-3823 > > *mark.sears at gdit.com * > www.gdit.com > > > > *From:* lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] *On Behalf Of *Len > Jaffe > *Sent:* Monday, May 19, 2014 2:17 PM > *To:* Sears, Mark > *Cc:* rt-users at lists.bestpractical.com > > > *Subject:* Re: [rt-users] Perl broken? > > > > You left out the best bits. The bits where Perl told you what the INC > array looks like, and probably where in the code the call was being made. > So you could use that info to determine where on your file system the > DateTime modules live, that the OlsonRule files are there, and why they're > not on Perl's @INC path, because that is what the eror message is saying. > > > > Len. > > > > On Mon, May 19, 2014 at 1:45 PM, Sears, Mark wrote: > > Sorry I am running V 3.8.7...and I realize it is not officially supported. > Thought I would see if anyone had run into this error before. I did, as > you suggested already, and installed the DateTime::TimeZone from cpan but > still get the error. > > > Thanks, > Mark Sears - CISSP-M.S. IA > Principal Information Security Analyst > > 12249 Science Drive Suite 160 > Orlando, FL 32826 > office: (407) 541-4062 > fax: (407) 380-3823 > mark.sears at gdit.com > www.gdit.com > > > -----Original Message----- > From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On > Behalf Of Kevin Falcone > Sent: Monday, May 19, 2014 1:40 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Perl broken? > > On Mon, May 19, 2014 at 01:07:41PM +0000, Sears, Mark wrote: > > I am receiving the following error when I go into Preferences>About > me: > > Error during compilation of > /opt/rt3/share/html/Elements/SelectTimezone:Can't locate > > DateTime/TimeZone/OlsonDB/Rule.pm in... > > > > Also mentions issue with TimeZone::Africa::Abidjan. > > > > I have run fix deps; test deps; rt-test-deps script and from cpan> > > installed TimeZone module > > You forgot to mention your RT version, but since you have /opt/rt3 in your > error patch, I'll mention that no release of RT3 is currently supported. > > RT can optionally use DateTime::TimeZone if installed (it's not a required > dependency of RT) but something must be wrong in your older version of RT. > You likely need to install DateTime::TimeZone from cpan > > -kevin > -- > RT Training - Dallas May 20-21 > 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. > > > -- 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... 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Name: image001.png Type: image/png Size: 1262 bytes Desc: not available URL: From pflynn at ucc.ie Tue May 20 05:08:49 2014 From: pflynn at ucc.ie (Flynn, Peter) Date: Tue, 20 May 2014 09:08:49 +0000 Subject: [rt-users] Incoming email address References: <171BBC56B9C7DA449B41C40E130231A1148B20B9@exchmbx02.central.ad.ucc.ie> <20140519142345.GL4568@squash.oucs.ox.ac.uk> Message-ID: <171BBC56B9C7DA449B41C40E130231A1148B2361@exchmbx02.central.ad.ucc.ie> On 19/05/14 15:23, Dominic Hargreaves wrote: > You need to set up some pipe aliases using rt-mailgate: > http://www.bestpractical.com/docs/rt/4.2/rt-mailgate.html Thanks...I had got that far, but it wasn't clear if the aliases you create in /etc/aliases had to match usernames set up in RT. ///Peter -- Peter Flynn | Academic & Collaborative Technologies | University College Cork IT Services | ? +353 21 490 2609 | ? pflynn at ucc.ie | ? www.ucc.ie From tamas.szep at govcert.hu Tue May 20 05:39:05 2014 From: tamas.szep at govcert.hu (=?ISO-8859-2?Q?=22Tam=E1s=2C_Sz=E9p=22?=) Date: Tue, 20 May 2014 11:39:05 +0200 Subject: [rt-users] Problem sending email from Reply Message-ID: <537B22B9.2090603@govcert.hu> > Don't ugprade from version to version. > Copy the database to a new system. Install RT 4.0.20 and follow all > the upgrading steps. Then install RTIR 3.0.2 and follow those > upgrading steps. You will need to have some downtime obviously, but > you cannot know how much downtime without running through the > migration. That is really good news! We will do the upgrade this way in the near future. Thank you for that info. > Sending mail to the correspondent on reply or on investigation > creation are standard features of RTIR. That they are not working > implies a misconfiguration or error in your install. I thought so. I hope that a clean install (mentioned above) will resolve that. > RT thinks that problem_sender at acme.com isn't a valid email recipient. > Please show the Correspondents page for ticket 53 and the user page > for that user to confirm they are set up properly. The Correspondents page shows that the correspondent is me (???) as a user. Remember, I was logged in as root, not as Tamas Szep. Next to my name is: '(no email address)' Hmmm... Owner: GovCERT-Hungary Correspondents: Tam?s Sz?p (no email address) CC: Admin CC: Group: DutyTeam EDUNET I don' know why the Admin CC is EDUNET when I selected GOVNET by the way. > Additionally, you should not make the RTIR email address the AdminCc > of the IR queue. This is causing RT to send mail to itself which has > to be detected as a bounce loop and dropped. Where can I change that? Tamas Szep GovCERT-Hungary From Mark.Sears at GDIT.com Tue May 20 08:51:50 2014 From: Mark.Sears at GDIT.com (Sears, Mark) Date: Tue, 20 May 2014 12:51:50 +0000 Subject: [rt-users] Perl broken? In-Reply-To: References: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC090@HQ100-EXMBX02.ad.local> <20140519173955.GD5652@jibsheet.com> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC42B@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC480@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC53C@HQ100-EXMBX02.ad.local> Message-ID: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC5FD@HQ100-EXMBX02.ad.local> Ok ?r?r?r?is the permission for the rule.pm file and root owns it and the entire directory drwxr-xr-x is the permission of the top level perl directory and owner by root. Are these permissions correct? Thanks, Mark Sears ? CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com From: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe Sent: Monday, May 19, 2014 4:12 PM To: Sears, Mark Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? Perl has an @INC array which lists all of the directories that Perl will look in when searching for modules. It also has %INC which is a hash of modules, and the file paths they were loaded from. But Perl listed it's include path for you. You included it in a previous email. look through that list and see if any of the entries are the prefix of either of the two place you found OlsonDB/Rule.pm. But also listen to Kevin, restart apache/fcgi and check the ownership and file permissions of /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB/Rule.pm and it's directory components. If it's on the path, then it will be file permissions, ownership etc. Easy enough to rectify. Otherwise you have to question why it installed in a place in which Perl isn't looking. But /usr/lib/perl5 is the default place that perl looks. Len. On Mon, May 19, 2014 at 3:30 PM, Sears, Mark > wrote: Not sure what you mean by see if that's in the @INC array Thanks, Mark Sears ? CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com From: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe Sent: Monday, May 19, 2014 3:09 PM To: Sears, Mark Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? Now use locate or find to figure out where OlsonDB/Rule.pm lives, and see if that's in the @INC array. On Mon, May 19, 2014 at 2:24 PM, Sears, Mark > wrote: Here is the full error: Error during compilation of /opt/rt3/share/html/Elements/SelectTimezone: Can't locate DateTime/TimeZone/OlsonDB/Rule.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB.pm line 8, line 1662. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB.pm line 8, line 1662. Compilation failed in require at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/Africa/Abidjan.pm line 16, line 1662. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/Africa/Abidjan.pm line 16, line 1662. Compilation failed in require at (eval 2195) line 3, line 1662. Stack: [/usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone.pm:88] [/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/DateTime.pm:1958] [/opt/rt3/share/html/Elements/SelectTimezone:60] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:817] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:440] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1127] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1060] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1239] [/opt/rt3/share/html/User/Prefs.html:83] [/opt/rt3/share/html/Widgets/TitleBox:51] [/opt/rt3/share/html/User/Prefs.html:86] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:320] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:224] [/opt/rt3/share/html/autohandler:53] Thanks, Mark Sears ? CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com From: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe Sent: Monday, May 19, 2014 2:17 PM To: Sears, Mark Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? You left out the best bits. The bits where Perl told you what the INC array looks like, and probably where in the code the call was being made. So you could use that info to determine where on your file system the DateTime modules live, that the OlsonRule files are there, and why they're not on Perl's @INC path, because that is what the eror message is saying. Len. On Mon, May 19, 2014 at 1:45 PM, Sears, Mark > wrote: Sorry I am running V 3.8.7...and I realize it is not officially supported. Thought I would see if anyone had run into this error before. I did, as you suggested already, and installed the DateTime::TimeZone from cpan but still get the error. Thanks, Mark Sears - CISSP-M.S. IA Principal Information Security Analyst 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, May 19, 2014 1:40 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? On Mon, May 19, 2014 at 01:07:41PM +0000, Sears, Mark wrote: > I am receiving the following error when I go into Preferences>About me: > Error during compilation of /opt/rt3/share/html/Elements/SelectTimezone:Can't locate > DateTime/TimeZone/OlsonDB/Rule.pm in... > > Also mentions issue with TimeZone::Africa::Abidjan. > > I have run fix deps; test deps; rt-test-deps script and from cpan> > installed TimeZone module You forgot to mention your RT version, but since you have /opt/rt3 in your error patch, I'll mention that no release of RT3 is currently supported. RT can optionally use DateTime::TimeZone if installed (it's not a required dependency of RT) but something must be wrong in your older version of RT. You likely need to install DateTime::TimeZone from cpan -kevin -- RT Training - Dallas May 20-21 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. -- 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: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 1262 bytes Desc: image001.png URL: From falcone at bestpractical.com Tue May 20 09:21:23 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 20 May 2014 09:21:23 -0400 Subject: [rt-users] Incoming email address In-Reply-To: <171BBC56B9C7DA449B41C40E130231A1148B2361@exchmbx02.central.ad.ucc.ie> References: <171BBC56B9C7DA449B41C40E130231A1148B20B9@exchmbx02.central.ad.ucc.ie> <20140519142345.GL4568@squash.oucs.ox.ac.uk> <171BBC56B9C7DA449B41C40E130231A1148B2361@exchmbx02.central.ad.ucc.ie> Message-ID: <20140520132123.GA2840@jibsheet.com> On Tue, May 20, 2014 at 09:08:49AM +0000, Flynn, Peter wrote: > On 19/05/14 15:23, Dominic Hargreaves wrote: > > You need to set up some pipe aliases using rt-mailgate: > > http://www.bestpractical.com/docs/rt/4.2/rt-mailgate.html > > Thanks...I had got that far, but it wasn't clear if the aliases you > create in /etc/aliases had to match usernames set up in RT. rt-mailgate doesn't deliver to RT Users, it delivers to RT Queues, so there's absolutely no connection between user accounts in RT and aliases used to execute rt-mailgate or mailbox names used in say fetchmail that then execute rt-mailgate or the myriad of other ways rt-mailgate is executed. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From jbrandt at bestpractical.com Tue May 20 09:39:29 2014 From: jbrandt at bestpractical.com (Jim Brandt) Date: Tue, 20 May 2014 08:39:29 -0500 Subject: [rt-users] Incoming email address In-Reply-To: <20140520132123.GA2840@jibsheet.com> References: <171BBC56B9C7DA449B41C40E130231A1148B20B9@exchmbx02.central.ad.ucc.ie> <20140519142345.GL4568@squash.oucs.ox.ac.uk> <171BBC56B9C7DA449B41C40E130231A1148B2361@exchmbx02.central.ad.ucc.ie> <20140520132123.GA2840@jibsheet.com> Message-ID: <537B5B11.6090201@bestpractical.com> On 5/20/14 8:21 AM, Kevin Falcone wrote: > On Tue, May 20, 2014 at 09:08:49AM +0000, Flynn, Peter wrote: >> On 19/05/14 15:23, Dominic Hargreaves wrote: >>> You need to set up some pipe aliases using rt-mailgate: >>> http://www.bestpractical.com/docs/rt/4.2/rt-mailgate.html >> >> Thanks...I had got that far, but it wasn't clear if the aliases you >> create in /etc/aliases had to match usernames set up in RT. > > rt-mailgate doesn't deliver to RT Users, it delivers to RT Queues, so > there's absolutely no connection between user accounts in RT and > aliases used to execute rt-mailgate or mailbox names used in say > fetchmail that then execute rt-mailgate or the myriad of other ways > rt-mailgate is executed. Adding to what Kevin said, you can configure incoming email addresses for the entire RT in RT_SiteConfig.pm: http://bestpractical.com/docs/rt/latest/RT_Config.html#CorrespondAddress-CommentAddress You can configure email addresses assigned to individual queues on the queue configuration page: Admin > Queues, then click on a queue. But as Kevin said, rt-mailgate handles delivery. These settings are to make sure the From on outgoing mail is set so requestors can reply back. -- From lenjaffe at jaffesystems.com Tue May 20 10:56:13 2014 From: lenjaffe at jaffesystems.com (Len Jaffe) Date: Tue, 20 May 2014 10:56:13 -0400 Subject: [rt-users] Perl broken? In-Reply-To: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC5FD@HQ100-EXMBX02.ad.local> References: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC090@HQ100-EXMBX02.ad.local> <20140519173955.GD5652@jibsheet.com> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC42B@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC480@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC53C@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC5FD@HQ100-EXMBX02.ad.local> Message-ID: Looks reasonable on its face. If it really is 'rule.pm' instead of 'Rule.pm' that that's probably one of your problems, as the file names are case sensitive on Unix. Do you have a way to interject some logging code into the logic flow? Because it's important to know the state of the interpreter... @INC, %INC, etc. If we insert a couple of calls that dump some of the variables to the RT log, it could be helpful. Len. On Tue, May 20, 2014 at 8:51 AM, Sears, Mark wrote: > Ok ?r?r?r?is the permission for the rule.pm file and root owns it and > the entire directory > > drwxr-xr-x is the permission of the top level perl directory and owner by > root. > > Are these permissions correct? > > > > Thanks, > > *Mark Sears ? CISSP-M.S. IA* > *Principal Information Security Analyst* > *[image: cid:image001.png at 01CE728F.61780B30]* > 12249 Science Drive Suite 160 > Orlando, FL 32826 > office: (407) 541-4062 > fax: (407) 380-3823 > *mark.sears at gdit.com * > www.gdit.com > > > > *From:* lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] *On Behalf Of *Len > Jaffe > *Sent:* Monday, May 19, 2014 4:12 PM > > *To:* Sears, Mark > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] Perl broken? > > > > Perl has an @INC array which lists all of the directories that Perl will > look in when searching for modules. > > It also has %INC which is a hash of modules, and the file paths they were > loaded from. > > > > But Perl listed it's include path for you. You included it in a previous > email. look through that list and see > > if any of the entries are the prefix of either of the two place you found > OlsonDB/Rule.pm. > > > > But also listen to Kevin, restart apache/fcgi and check the ownership and > file permissions of > > /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB/Rule.pm and it's > directory components. > > > > If it's on the path, then it will be file permissions, ownership etc. > Easy enough to rectify. > > Otherwise you have to question why it installed in a place in which Perl > isn't looking. But /usr/lib/perl5 is the default place that perl looks. > > > > Len. > > > > > > > > > > On Mon, May 19, 2014 at 3:30 PM, Sears, Mark wrote: > > Not sure what you mean by see if that's in the @INC array > > > > Thanks, > > *Mark Sears ? CISSP-M.S. IA* > *Principal Information Security Analyst* > *[image: cid:image001.png at 01CE728F.61780B30]* > 12249 Science Drive Suite 160 > Orlando, FL 32826 > office: (407) 541-4062 > fax: (407) 380-3823 > *mark.sears at gdit.com * > www.gdit.com > > > > *From:* lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] *On Behalf Of *Len > Jaffe > *Sent:* Monday, May 19, 2014 3:09 PM > > > *To:* Sears, Mark > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] Perl broken? > > > > Now use locate or find to figure out where OlsonDB/Rule.pm lives, and see > if that's in the @INC array. > > > > On Mon, May 19, 2014 at 2:24 PM, Sears, Mark wrote: > > Here is the full error: > > > > Error during compilation of /opt/rt3/share/html/Elements/SelectTimezone: > Can't locate DateTime/TimeZone/OlsonDB/Rule.pm in @INC (@INC contains: > /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib > /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl > /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . > /etc/httpd) at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB.pm > line 8, line 1662. BEGIN failed--compilation aborted at > /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB.pm line 8, line > 1662. Compilation failed in require at > /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/Africa/Abidjan.pm line 16, > line 1662. BEGIN failed--compilation aborted at > /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/Africa/Abidjan.pm line 16, > line 1662. Compilation failed in require at (eval 2195) line 3, line 1662. > Stack: [/usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone.pm:88] > [/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/DateTime.pm:1958] > [/opt/rt3/share/html/Elements/SelectTimezone:60] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:817] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:440] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1127] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1060] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1239] > [/opt/rt3/share/html/User/Prefs.html:83] > [/opt/rt3/share/html/Widgets/TitleBox:51] > [/opt/rt3/share/html/User/Prefs.html:86] > [/opt/rt3/bin/../lib/RT/Interface/Web.pm:320] > [/opt/rt3/bin/../lib/RT/Interface/Web.pm:224] > [/opt/rt3/share/html/autohandler:53] > > > > Thanks, > > *Mark Sears ? CISSP-M.S. IA* > *Principal Information Security Analyst* > *[image: cid:image001.png at 01CE728F.61780B30]* > > > 12249 Science Drive Suite 160 > Orlando, FL 32826 > office: (407) 541-4062 > fax: (407) 380-3823 > > *mark.sears at gdit.com * > www.gdit.com > > > > *From:* lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] *On Behalf Of *Len > Jaffe > *Sent:* Monday, May 19, 2014 2:17 PM > *To:* Sears, Mark > *Cc:* rt-users at lists.bestpractical.com > > > *Subject:* Re: [rt-users] Perl broken? > > > > You left out the best bits. The bits where Perl told you what the INC > array looks like, and probably where in the code the call was being made. > So you could use that info to determine where on your file system the > DateTime modules live, that the OlsonRule files are there, and why they're > not on Perl's @INC path, because that is what the eror message is saying. > > > > Len. > > > > On Mon, May 19, 2014 at 1:45 PM, Sears, Mark wrote: > > Sorry I am running V 3.8.7...and I realize it is not officially supported. > Thought I would see if anyone had run into this error before. I did, as > you suggested already, and installed the DateTime::TimeZone from cpan but > still get the error. > > > Thanks, > Mark Sears - CISSP-M.S. IA > Principal Information Security Analyst > > 12249 Science Drive Suite 160 > Orlando, FL 32826 > office: (407) 541-4062 > fax: (407) 380-3823 > mark.sears at gdit.com > www.gdit.com > > > -----Original Message----- > From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On > Behalf Of Kevin Falcone > Sent: Monday, May 19, 2014 1:40 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Perl broken? > > On Mon, May 19, 2014 at 01:07:41PM +0000, Sears, Mark wrote: > > I am receiving the following error when I go into Preferences>About > me: > > Error during compilation of > /opt/rt3/share/html/Elements/SelectTimezone:Can't locate > > DateTime/TimeZone/OlsonDB/Rule.pm in... > > > > Also mentions issue with TimeZone::Africa::Abidjan. > > > > I have run fix deps; test deps; rt-test-deps script and from cpan> > > installed TimeZone module > > You forgot to mention your RT version, but since you have /opt/rt3 in your > error patch, I'll mention that no release of RT3 is currently supported. > > RT can optionally use DateTime::TimeZone if installed (it's not a required > dependency of RT) but something must be wrong in your older version of RT. > You likely need to install DateTime::TimeZone from cpan > > -kevin > -- > RT Training - Dallas May 20-21 > 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. > > > > > > > > -- > > 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: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 1262 bytes Desc: not available URL: From Mark.Sears at GDIT.com Tue May 20 11:55:40 2014 From: Mark.Sears at GDIT.com (Sears, Mark) Date: Tue, 20 May 2014 15:55:40 +0000 Subject: [rt-users] Perl broken? In-Reply-To: References: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC090@HQ100-EXMBX02.ad.local> <20140519173955.GD5652@jibsheet.com> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC42B@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC480@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC53C@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC5FD@HQ100-EXMBX02.ad.local> Message-ID: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC80C@HQ100-EXMBX02.ad.local> It is actually Rule.pm (sorry for the lower case). I?m not sure what you mean by ?interject some logging code into the logic flow? I have root access to the systems RT runs on via putty ssh. Thanks, Mark Sears ? CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com From: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe Sent: Tuesday, May 20, 2014 10:56 AM To: Sears, Mark Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? Looks reasonable on its face. If it really is 'rule.pm' instead of 'Rule.pm' that that's probably one of your problems, as the file names are case sensitive on Unix. Do you have a way to interject some logging code into the logic flow? Because it's important to know the state of the interpreter... @INC, %INC, etc. If we insert a couple of calls that dump some of the variables to the RT log, it could be helpful. Len. On Tue, May 20, 2014 at 8:51 AM, Sears, Mark > wrote: Ok ?r?r?r?is the permission for the rule.pm file and root owns it and the entire directory drwxr-xr-x is the permission of the top level perl directory and owner by root. Are these permissions correct? Thanks, Mark Sears ? CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com From: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe Sent: Monday, May 19, 2014 4:12 PM To: Sears, Mark Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? Perl has an @INC array which lists all of the directories that Perl will look in when searching for modules. It also has %INC which is a hash of modules, and the file paths they were loaded from. But Perl listed it's include path for you. You included it in a previous email. look through that list and see if any of the entries are the prefix of either of the two place you found OlsonDB/Rule.pm. But also listen to Kevin, restart apache/fcgi and check the ownership and file permissions of /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB/Rule.pm and it's directory components. If it's on the path, then it will be file permissions, ownership etc. Easy enough to rectify. Otherwise you have to question why it installed in a place in which Perl isn't looking. But /usr/lib/perl5 is the default place that perl looks. Len. On Mon, May 19, 2014 at 3:30 PM, Sears, Mark > wrote: Not sure what you mean by see if that's in the @INC array Thanks, Mark Sears ? CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com From: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe Sent: Monday, May 19, 2014 3:09 PM To: Sears, Mark Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? Now use locate or find to figure out where OlsonDB/Rule.pm lives, and see if that's in the @INC array. On Mon, May 19, 2014 at 2:24 PM, Sears, Mark > wrote: Here is the full error: Error during compilation of /opt/rt3/share/html/Elements/SelectTimezone: Can't locate DateTime/TimeZone/OlsonDB/Rule.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB.pm line 8, line 1662. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB.pm line 8, line 1662. Compilation failed in require at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/Africa/Abidjan.pm line 16, line 1662. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/Africa/Abidjan.pm line 16, line 1662. Compilation failed in require at (eval 2195) line 3, line 1662. Stack: [/usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone.pm:88] [/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/DateTime.pm:1958] [/opt/rt3/share/html/Elements/SelectTimezone:60] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:817] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:440] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1127] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1060] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1239] [/opt/rt3/share/html/User/Prefs.html:83] [/opt/rt3/share/html/Widgets/TitleBox:51] [/opt/rt3/share/html/User/Prefs.html:86] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:320] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:224] [/opt/rt3/share/html/autohandler:53] Thanks, Mark Sears ? CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com From: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe Sent: Monday, May 19, 2014 2:17 PM To: Sears, Mark Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? You left out the best bits. The bits where Perl told you what the INC array looks like, and probably where in the code the call was being made. So you could use that info to determine where on your file system the DateTime modules live, that the OlsonRule files are there, and why they're not on Perl's @INC path, because that is what the eror message is saying. Len. On Mon, May 19, 2014 at 1:45 PM, Sears, Mark > wrote: Sorry I am running V 3.8.7...and I realize it is not officially supported. Thought I would see if anyone had run into this error before. I did, as you suggested already, and installed the DateTime::TimeZone from cpan but still get the error. Thanks, Mark Sears - CISSP-M.S. IA Principal Information Security Analyst 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, May 19, 2014 1:40 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? On Mon, May 19, 2014 at 01:07:41PM +0000, Sears, Mark wrote: > I am receiving the following error when I go into Preferences>About me: > Error during compilation of /opt/rt3/share/html/Elements/SelectTimezone:Can't locate > DateTime/TimeZone/OlsonDB/Rule.pm in... > > Also mentions issue with TimeZone::Africa::Abidjan. > > I have run fix deps; test deps; rt-test-deps script and from cpan> > installed TimeZone module You forgot to mention your RT version, but since you have /opt/rt3 in your error patch, I'll mention that no release of RT3 is currently supported. RT can optionally use DateTime::TimeZone if installed (it's not a required dependency of RT) but something must be wrong in your older version of RT. You likely need to install DateTime::TimeZone from cpan -kevin -- RT Training - Dallas May 20-21 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. -- 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: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 1262 bytes Desc: image001.png URL: From lenjaffe at jaffesystems.com Tue May 20 13:12:23 2014 From: lenjaffe at jaffesystems.com (Len Jaffe) Date: Tue, 20 May 2014 13:12:23 -0400 Subject: [rt-users] Perl broken? In-Reply-To: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC80C@HQ100-EXMBX02.ad.local> References: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC090@HQ100-EXMBX02.ad.local> <20140519173955.GD5652@jibsheet.com> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC42B@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC480@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC53C@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC5FD@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC80C@HQ100-EXMBX02.ad.local> Message-ID: Right. So as some point, as close to the place that tries to include that Rule.pm file, I'd add something similar to:: $RT::Logger->info ( Data::Dumper->Dump([\@INC, \%INC], [qw/inc_path inc_hash])); As far as I know, we're still trying to figure out why the existing include paths are not finding your expected version of DateTime::* Len. On Tue, May 20, 2014 at 11:55 AM, Sears, Mark wrote: > It is actually Rule.pm (sorry for the lower case). I?m not sure what > you mean by ?interject some logging code into the logic flow? > > I have root access to the systems RT runs on via putty ssh. > > > > > > Thanks, > > *Mark Sears ? CISSP-M.S. IA* > *Principal Information Security Analyst* > *[image: cid:image001.png at 01CE728F.61780B30]* > 12249 Science Drive Suite 160 > Orlando, FL 32826 > office: (407) 541-4062 > fax: (407) 380-3823 > *mark.sears at gdit.com * > www.gdit.com > > > > *From:* lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] *On Behalf Of *Len > Jaffe > *Sent:* Tuesday, May 20, 2014 10:56 AM > > *To:* Sears, Mark > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] Perl broken? > > > > Looks reasonable on its face. > > If it really is 'rule.pm' instead of 'Rule.pm' that that's probably one > of your problems, as the file names are case sensitive on Unix. > > > > Do you have a way to interject some logging code into the logic flow? > > Because it's important to know the state of the interpreter... @INC, %INC, > etc. If we insert a couple of calls that dump some of the variables to the > RT log, it could be helpful. > > > > Len. > > > > On Tue, May 20, 2014 at 8:51 AM, Sears, Mark wrote: > > Ok ?r?r?r?is the permission for the rule.pm file and root owns it and the > entire directory > > drwxr-xr-x is the permission of the top level perl directory and owner by > root. > > Are these permissions correct? > > > > Thanks, > > *Mark Sears ? CISSP-M.S. IA* > *Principal Information Security Analyst* > *[image: cid:image001.png at 01CE728F.61780B30]* > 12249 Science Drive Suite 160 > Orlando, FL 32826 > office: (407) 541-4062 > fax: (407) 380-3823 > *mark.sears at gdit.com * > www.gdit.com > > > > *From:* lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] *On Behalf Of *Len > Jaffe > *Sent:* Monday, May 19, 2014 4:12 PM > > > *To:* Sears, Mark > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] Perl broken? > > > > Perl has an @INC array which lists all of the directories that Perl will > look in when searching for modules. > > It also has %INC which is a hash of modules, and the file paths they were > loaded from. > > > > But Perl listed it's include path for you. You included it in a previous > email. look through that list and see > > if any of the entries are the prefix of either of the two place you found > OlsonDB/Rule.pm. > > > > But also listen to Kevin, restart apache/fcgi and check the ownership and > file permissions of > > /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB/Rule.pm and it's > directory components. > > > > If it's on the path, then it will be file permissions, ownership etc. > Easy enough to rectify. > > Otherwise you have to question why it installed in a place in which Perl > isn't looking. But /usr/lib/perl5 is the default place that perl looks. > > > > Len. > > > > > > > > > > On Mon, May 19, 2014 at 3:30 PM, Sears, Mark wrote: > > Not sure what you mean by see if that's in the @INC array > > > > Thanks, > > *Mark Sears ? CISSP-M.S. IA* > *Principal Information Security Analyst* > *[image: cid:image001.png at 01CE728F.61780B30]* > 12249 Science Drive Suite 160 > Orlando, FL 32826 > office: (407) 541-4062 > fax: (407) 380-3823 > *mark.sears at gdit.com * > www.gdit.com > > > > *From:* lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] *On Behalf Of *Len > Jaffe > *Sent:* Monday, May 19, 2014 3:09 PM > > > *To:* Sears, Mark > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] Perl broken? > > > > Now use locate or find to figure out where OlsonDB/Rule.pm lives, and see > if that's in the @INC array. > > > > On Mon, May 19, 2014 at 2:24 PM, Sears, Mark wrote: > > Here is the full error: > > > > Error during compilation of /opt/rt3/share/html/Elements/SelectTimezone: > Can't locate DateTime/TimeZone/OlsonDB/Rule.pm in @INC (@INC contains: > /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib > /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl > /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . > /etc/httpd) at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB.pm > line 8, line 1662. BEGIN failed--compilation aborted at > /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB.pm line 8, line > 1662. Compilation failed in require at > /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/Africa/Abidjan.pm line 16, > line 1662. BEGIN failed--compilation aborted at > /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/Africa/Abidjan.pm line 16, > line 1662. Compilation failed in require at (eval 2195) line 3, line 1662. > Stack: [/usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone.pm:88] > [/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/DateTime.pm:1958] > [/opt/rt3/share/html/Elements/SelectTimezone:60] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:817] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:440] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1127] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1060] > [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1239] > [/opt/rt3/share/html/User/Prefs.html:83] > [/opt/rt3/share/html/Widgets/TitleBox:51] > [/opt/rt3/share/html/User/Prefs.html:86] > [/opt/rt3/bin/../lib/RT/Interface/Web.pm:320] > [/opt/rt3/bin/../lib/RT/Interface/Web.pm:224] > [/opt/rt3/share/html/autohandler:53] > > > > Thanks, > > *Mark Sears ? CISSP-M.S. IA* > *Principal Information Security Analyst* > *[image: cid:image001.png at 01CE728F.61780B30]* > > > 12249 Science Drive Suite 160 > Orlando, FL 32826 > office: (407) 541-4062 > fax: (407) 380-3823 > > *mark.sears at gdit.com * > www.gdit.com > > > > *From:* lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] *On Behalf Of *Len > Jaffe > *Sent:* Monday, May 19, 2014 2:17 PM > *To:* Sears, Mark > *Cc:* rt-users at lists.bestpractical.com > > > *Subject:* Re: [rt-users] Perl broken? > > > > You left out the best bits. The bits where Perl told you what the INC > array looks like, and probably where in the code the call was being made. > So you could use that info to determine where on your file system the > DateTime modules live, that the OlsonRule files are there, and why they're > not on Perl's @INC path, because that is what the eror message is saying. > > > > Len. > > > > On Mon, May 19, 2014 at 1:45 PM, Sears, Mark wrote: > > Sorry I am running V 3.8.7...and I realize it is not officially supported. > Thought I would see if anyone had run into this error before. I did, as > you suggested already, and installed the DateTime::TimeZone from cpan but > still get the error. > > > Thanks, > Mark Sears - CISSP-M.S. IA > Principal Information Security Analyst > > 12249 Science Drive Suite 160 > Orlando, FL 32826 > office: (407) 541-4062 > fax: (407) 380-3823 > mark.sears at gdit.com > www.gdit.com > > > -----Original Message----- > From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On > Behalf Of Kevin Falcone > Sent: Monday, May 19, 2014 1:40 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Perl broken? > > On Mon, May 19, 2014 at 01:07:41PM +0000, Sears, Mark wrote: > > I am receiving the following error when I go into Preferences>About > me: > > Error during compilation of > /opt/rt3/share/html/Elements/SelectTimezone:Can't locate > > DateTime/TimeZone/OlsonDB/Rule.pm in... > > > > Also mentions issue with TimeZone::Africa::Abidjan. > > > > I have run fix deps; test deps; rt-test-deps script and from cpan> > > installed TimeZone module > > You forgot to mention your RT version, but since you have /opt/rt3 in your > error patch, I'll mention that no release of RT3 is currently supported. > > RT can optionally use DateTime::TimeZone if installed (it's not a required > dependency of RT) but something must be wrong in your older version of RT. > You likely need to install DateTime::TimeZone from cpan > > -kevin > -- > RT Training - Dallas May 20-21 > 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. > > > > > > > > -- > > 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. > > > -- 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: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 1262 bytes Desc: not available URL: From dgnapier at sfu.ca Tue May 20 13:12:50 2014 From: dgnapier at sfu.ca (Duncan Napier) Date: Tue, 20 May 2014 10:12:50 -0700 (PDT) Subject: [rt-users] Assets for RT versus RTx::AssetTracker In-Reply-To: Message-ID: <545882882.122067634.1400605970291.JavaMail.root@sfu.ca> Hi, Can anyone summarize the advantages of the new Assets for RT versus those of RTx::AssetTracker? I have been using RT-AssetTracker version 2.0.0b4 on RT 4.0.8 and it seems adequate for most my needs. Can anyone suggest what benefits I would be able to leverage from switching to the new Assets for RT? Duncan. From Mark.Sears at GDIT.com Tue May 20 13:13:57 2014 From: Mark.Sears at GDIT.com (Sears, Mark) Date: Tue, 20 May 2014 17:13:57 +0000 Subject: [rt-users] Perl broken? In-Reply-To: References: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC090@HQ100-EXMBX02.ad.local> <20140519173955.GD5652@jibsheet.com> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC42B@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC480@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC53C@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC5FD@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC80C@HQ100-EXMBX02.ad.local> Message-ID: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC90E@HQ100-EXMBX02.ad.local> Ok the issue is this is above my head as I am not a programmer. How would I do this? Thanks, Mark Sears ? CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com From: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe Sent: Tuesday, May 20, 2014 1:12 PM To: Sears, Mark Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? Right. So as some point, as close to the place that tries to include that Rule.pm file, I'd add something similar to:: $RT::Logger->info ( Data::Dumper->Dump([\@INC, \%INC], [qw/inc_path inc_hash])); As far as I know, we're still trying to figure out why the existing include paths are not finding your expected version of DateTime::* Len. On Tue, May 20, 2014 at 11:55 AM, Sears, Mark > wrote: It is actually Rule.pm (sorry for the lower case). I?m not sure what you mean by ?interject some logging code into the logic flow? I have root access to the systems RT runs on via putty ssh. Thanks, Mark Sears ? CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com From: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe Sent: Tuesday, May 20, 2014 10:56 AM To: Sears, Mark Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? Looks reasonable on its face. If it really is 'rule.pm' instead of 'Rule.pm' that that's probably one of your problems, as the file names are case sensitive on Unix. Do you have a way to interject some logging code into the logic flow? Because it's important to know the state of the interpreter... @INC, %INC, etc. If we insert a couple of calls that dump some of the variables to the RT log, it could be helpful. Len. On Tue, May 20, 2014 at 8:51 AM, Sears, Mark > wrote: Ok ?r?r?r?is the permission for the rule.pm file and root owns it and the entire directory drwxr-xr-x is the permission of the top level perl directory and owner by root. Are these permissions correct? Thanks, Mark Sears ? CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com From: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe Sent: Monday, May 19, 2014 4:12 PM To: Sears, Mark Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? Perl has an @INC array which lists all of the directories that Perl will look in when searching for modules. It also has %INC which is a hash of modules, and the file paths they were loaded from. But Perl listed it's include path for you. You included it in a previous email. look through that list and see if any of the entries are the prefix of either of the two place you found OlsonDB/Rule.pm. But also listen to Kevin, restart apache/fcgi and check the ownership and file permissions of /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB/Rule.pm and it's directory components. If it's on the path, then it will be file permissions, ownership etc. Easy enough to rectify. Otherwise you have to question why it installed in a place in which Perl isn't looking. But /usr/lib/perl5 is the default place that perl looks. Len. On Mon, May 19, 2014 at 3:30 PM, Sears, Mark > wrote: Not sure what you mean by see if that's in the @INC array Thanks, Mark Sears ? CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com From: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe Sent: Monday, May 19, 2014 3:09 PM To: Sears, Mark Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? Now use locate or find to figure out where OlsonDB/Rule.pm lives, and see if that's in the @INC array. On Mon, May 19, 2014 at 2:24 PM, Sears, Mark > wrote: Here is the full error: Error during compilation of /opt/rt3/share/html/Elements/SelectTimezone: Can't locate DateTime/TimeZone/OlsonDB/Rule.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB.pm line 8, line 1662. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB.pm line 8, line 1662. Compilation failed in require at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/Africa/Abidjan.pm line 16, line 1662. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/Africa/Abidjan.pm line 16, line 1662. Compilation failed in require at (eval 2195) line 3, line 1662. Stack: [/usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone.pm:88] [/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/DateTime.pm:1958] [/opt/rt3/share/html/Elements/SelectTimezone:60] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:817] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:440] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1127] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1060] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1239] [/opt/rt3/share/html/User/Prefs.html:83] [/opt/rt3/share/html/Widgets/TitleBox:51] [/opt/rt3/share/html/User/Prefs.html:86] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:320] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:224] [/opt/rt3/share/html/autohandler:53] Thanks, Mark Sears ? CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com From: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe Sent: Monday, May 19, 2014 2:17 PM To: Sears, Mark Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? You left out the best bits. The bits where Perl told you what the INC array looks like, and probably where in the code the call was being made. So you could use that info to determine where on your file system the DateTime modules live, that the OlsonRule files are there, and why they're not on Perl's @INC path, because that is what the eror message is saying. Len. On Mon, May 19, 2014 at 1:45 PM, Sears, Mark > wrote: Sorry I am running V 3.8.7...and I realize it is not officially supported. Thought I would see if anyone had run into this error before. I did, as you suggested already, and installed the DateTime::TimeZone from cpan but still get the error. Thanks, Mark Sears - CISSP-M.S. IA Principal Information Security Analyst 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, May 19, 2014 1:40 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? On Mon, May 19, 2014 at 01:07:41PM +0000, Sears, Mark wrote: > I am receiving the following error when I go into Preferences>About me: > Error during compilation of /opt/rt3/share/html/Elements/SelectTimezone:Can't locate > DateTime/TimeZone/OlsonDB/Rule.pm in... > > Also mentions issue with TimeZone::Africa::Abidjan. > > I have run fix deps; test deps; rt-test-deps script and from cpan> > installed TimeZone module You forgot to mention your RT version, but since you have /opt/rt3 in your error patch, I'll mention that no release of RT3 is currently supported. RT can optionally use DateTime::TimeZone if installed (it's not a required dependency of RT) but something must be wrong in your older version of RT. You likely need to install DateTime::TimeZone from cpan -kevin -- RT Training - Dallas May 20-21 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. -- 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. -- 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: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 1262 bytes Desc: image001.png URL: From darin at darins.net Tue May 20 13:33:21 2014 From: darin at darins.net (Darin Perusich) Date: Tue, 20 May 2014 13:33:21 -0400 Subject: [rt-users] Assets for RT versus RTx::AssetTracker In-Reply-To: <545882882.122067634.1400605970291.JavaMail.root@sfu.ca> References: <545882882.122067634.1400605970291.JavaMail.root@sfu.ca> Message-ID: RTx::AssetTracker is no longer being maintained and only "work" due to people hacking it just enough so it does. Assets for RT is maintained and supported by Best Practical...enough said ;-) -- Later, Darin On Tue, May 20, 2014 at 1:12 PM, Duncan Napier wrote: > Hi, > > Can anyone summarize the advantages of the new Assets for RT versus those of RTx::AssetTracker? I have been using RT-AssetTracker version 2.0.0b4 on RT 4.0.8 and it seems adequate for most my needs. Can anyone suggest what benefits I would be able to leverage from switching to the new Assets for RT? > > Duncan. > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training From rshaker at ARDENCOMPANIES.COM Tue May 20 13:50:56 2014 From: rshaker at ARDENCOMPANIES.COM (Robert Shaker) Date: Tue, 20 May 2014 13:50:56 -0400 Subject: [rt-users] Rich text editor disabled after update to 4.2.4 Message-ID: <3108ED6823FF954F8C00448DC1A52CD60298335125A0@ARDENEMAIL.ARDENCOMPANIES.COM> Hello mailing list, I have updated my RT installation to 4.2.4 just this Friday, and now we have noticed that the rich text editor seems to no longer be working. When I reply to a ticket it shows the quoted text like before, but now it is a garbled mess of HTML as it is not translating properly. Does anyone have any idea what's going on? Thank you, Bob Shaker | Co-op IT analyst Arden Companies | Bombay Outdoors 30400 Telegraph Rd, Suite 200, Bingham Farms, MI 48025 ArdenCompanies.com BombayOutdoors.com [cid:image001.jpg at 01CF7432.56E97140] ________________________________ ARDEN A Global Company Celebrating over 50 years of making your life more comfortable! This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 5721 bytes Desc: image001.jpg URL: From rshaker at ARDENCOMPANIES.COM Tue May 20 14:00:30 2014 From: rshaker at ARDENCOMPANIES.COM (Robert Shaker) Date: Tue, 20 May 2014 14:00:30 -0400 Subject: [rt-users] Rich text editor disabled after update to 4.2.4 In-Reply-To: <3108ED6823FF954F8C00448DC1A52CD60298335125A0@ARDENEMAIL.ARDENCOMPANIES.COM> References: <3108ED6823FF954F8C00448DC1A52CD60298335125A0@ARDENEMAIL.ARDENCOMPANIES.COM> Message-ID: <3108ED6823FF954F8C00448DC1A52CD60298335125A5@ARDENEMAIL.ARDENCOMPANIES.COM> Also, the chrome console reveals this, which I did not notice before. event.returnValue is deprecated. Please use the standard event.preventDefault() instead. Uncaught TypeError: Cannot read property 'MessageBoxRichTextHeight' of undefined squished-884af658b44cdd5c585766ea0a0518ba.js:2403 From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Robert Shaker Sent: Tuesday, May 20, 2014 1:51 PM To: rt-users at bestpractical.com Subject: [rt-users] Rich text editor disabled after update to 4.2.4 Hello mailing list, I have updated my RT installation to 4.2.4 just this Friday, and now we have noticed that the rich text editor seems to no longer be working. When I reply to a ticket it shows the quoted text like before, but now it is a garbled mess of HTML as it is not translating properly. Does anyone have any idea what's going on? Thank you, Bob Shaker | Co-op IT analyst Arden Companies | Bombay Outdoors 30400 Telegraph Rd, Suite 200, Bingham Farms, MI 48025 ArdenCompanies.com BombayOutdoors.com [cid:image001.jpg at 01CF7433.DC5D4D50] ________________________________ ARDEN A Global Company Celebrating over 50 years of making your life more comfortable! This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server. ________________________________ ARDEN A Global Company Celebrating over 50 years of making your life more comfortable! This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 5721 bytes Desc: image001.jpg URL: From martin.janicek at riomedia.cz Wed May 21 03:38:18 2014 From: martin.janicek at riomedia.cz (=?iso-8859-2?Q?Martin_Jan=ED=E8ek?=) Date: Wed, 21 May 2014 09:38:18 +0200 Subject: [rt-users] Rich text editor disabled after update to 4.2.4 In-Reply-To: <3108ED6823FF954F8C00448DC1A52CD60298335125A5@ARDENEMAIL.ARDENCOMPANIES.COM> References: <3108ED6823FF954F8C00448DC1A52CD60298335125A0@ARDENEMAIL.ARDENCOMPANIES.COM> <3108ED6823FF954F8C00448DC1A52CD60298335125A5@ARDENEMAIL.ARDENCOMPANIES.COM> Message-ID: <00b801cf74c7$a2516170$e6f42450$@riomedia.cz> You can inspect that file with some "web-developement tool" in your browser, look on the given line 2403 and then try to identify the .js file from where that line originate (squished .js file contains all .js files that RT uses, merged together). This should help you figure out to what is this property attached. btw RT_SiteConfig.pm Set($MessageBoxRichTextHeight, 400); -mJ From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Robert Shaker Sent: Tuesday, May 20, 2014 8:01 PM To: rt-users at bestpractical.com Subject: Re: [rt-users] Rich text editor disabled after update to 4.2.4 Also, the chrome console reveals this, which I did not notice before. event.returnValue is deprecated. Please use the standard event.preventDefault() instead. Uncaught TypeError: Cannot read property 'MessageBoxRichTextHeight' of undefined squished-884af658b44cdd5c585766ea0a0518ba.js:2403 From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Robert Shaker Sent: Tuesday, May 20, 2014 1:51 PM To: rt-users at bestpractical.com Subject: [rt-users] Rich text editor disabled after update to 4.2.4 Hello mailing list, I have updated my RT installation to 4.2.4 just this Friday, and now we have noticed that the rich text editor seems to no longer be working. When I reply to a ticket it shows the quoted text like before, but now it is a garbled mess of HTML as it is not translating properly. Does anyone have any idea what's going on? Thank you, Bob Shaker | Co-op IT analyst Arden Companies | Bombay Outdoors 30400 Telegraph Rd, Suite 200, Bingham Farms, MI 48025 ArdenCompanies.com BombayOutdoors.com cid:image001.jpg at 01CF49DF.644DF900 _____ ARDEN A Global Company Celebrating over 50 years of making your life more comfortable! This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server. _____ ARDEN A Global Company Celebrating over 50 years of making your life more comfortable! This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 5721 bytes Desc: not available URL: From guadagnino.cristiano at creval.it Wed May 21 05:53:44 2014 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Wed, 21 May 2014 09:53:44 +0000 Subject: [rt-users] RTChecker released as open source In-Reply-To: <1399393913.15274.14.camel@sodba003.d1.bkd> References: <1399393913.15274.14.camel@sodba003.d1.bkd> Message-ID: <1400666174.30352.2.camel@sodba003.d1.bkd> Hi all, I have just sorted out the problem with installing ClickOnce application from Dropbox. You can now install RTChecker v2.0.0.3 from my Dropbox, by connecting (with Internet Explorer) to this link: http://goo.gl/qw6bpM Hope you'll enjoy it! Bye Cris Il giorno mar, 06/05/2014 alle 16.29 +0000, Guadagnino Cristiano ha scritto: Hi all, I just wanted to let you all know that I have released my RTChecker software as opensource. RTChecker is a software that sits in the tray of your Windows desktop and notifies you when there are new tickets, or when a ticket that was assigned to you has been reopened. RTChecker connects to your RT installation trough HTTP and works by issuing REST requests. You NEED RT 4.2.2+. I have been developing and enhancing RTChecker since 2009 for our internal use. Lately I decided to enhance it to make it sufficiently general that it could be used from others as well, and to opensource it under the GPL license. Presently it is Windows only but I hope to make a Linux version soon thanks to mono (or to write a python port if mono proves not to be mature enough). There are also other features that I would like to add soon, like reminders notification and quick delete. You can access the source code at the following address https://www.assembla.com/code/rtcheckerv2/subversion/nodes. Also, a binary release is available from my Dropbox public folder here: https://www.dropbox.com/sh/tnz21nfbcpwtijb/KN7beRGVoX/RTChecker. RTChecker is distributed as a "click-once" application so you have to open the "publish.htm" file with Internet Explorer. I am presently having some difficulties convincing IE to correctly open the file, so I may change the distribution method soon, although it has been working well internally for years. The good thing about clic-once is automatic updates, but let's see what I can do with it. RTChecker took a lot of hours of development in my spare time, so if you find it useful please donate (see link in the "About" box). I will also happily accept patches if you are so inclined. A little web page with help and a tutorial will follow soon, but I hope it is easy enough to be used without help for now. Languages supported are english and italian presently. Bye Cris -- RT Training - Dallas May 20-21 http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From bakern at gmail.com Wed May 21 11:33:20 2014 From: bakern at gmail.com (Nathan Baker) Date: Wed, 21 May 2014 11:33:20 -0400 Subject: [rt-users] Upgrade History shows Upgrade Incomplete Message-ID: Hello everyone, I just upgraded from 4.0.6 to 4.2.3 using the Debian packages. During the database upgrade, I received a few errors: Processing 4.1.1 Now populating database schema. [12453] [Wed May 21 03:19:36 2014] [critical]: DBD::Pg::st execute failed: ERROR: cannot drop sequence objectscrips_id_seq because other objects depend on it DETAIL: default for table objectscrips column id depends on sequence objectscrips_id_seq HINT: Use DROP ... CASCADE to drop the dependent objects too. at /usr/share/request-tracker4/lib/RT/Handle.pm line 529. (/usr/share/request-tracker4/lib/RT.pm:394) DBD::Pg::st execute failed: ERROR: cannot drop sequence objectscrips_id_seq because other objects depend on it DETAIL: default for table objectscrips column id depends on sequence objectscrips_id_seq HINT: Use DROP ... CASCADE to drop the dependent objects too. at /usr/share/request-tracker4/lib/RT/Handle.pm line 529. error encountered processing /usr/share/dbconfig-common/scripts/request-tracker4/upgrade/pgsql/4.2.3: /usr/share/dbconfig-common/scripts/request-tracker4/upgrade/pgsql/4.2.3 exited with non-zero status There could be an issue with the Debian packages (they are still in the testing branch), but I'm trying to figure out what state the database is in now. The system is working fine, and shows version 4.2.3. If I navigate to Admin -> Tools -> System Configuration, then in the "RT Upgrade History" section it looks like it might have tried to upgrade the database twice, and the second time it failed (understandably). Is there a way I can verify that the database schema is completely up to date? Here is what the "RT Upgrade History" section shows: (Sorry for the HTML, wasn't sure how else to show it) RT (Current version: 4.2.3) ActionDateElapsedRT VersionInsert from /usr/share/request-tracker4/etc/upgrade/4.0.9/contentTue May 20 23:17:45 20141 second4.2.3Insert from /usr/share/request-tracker4/etc/upgrade/4.0.18/contentTue May 20 23:17:53 20141 second4.2.3Insert from /usr/share/request-tracker4/etc/upgrade/4.0.19/contentTue May 20 23:17:55 20140 seconds4.2.3 Upgrade from 4.0.19 to 4.2.3Tue May 20 23:17:56 20142 minutes4.2.3Insert from /usr/share/request-tracker4/etc/upgrade/4.0.9/contentTue May 20 23:19:29 20140 seconds4.2.3Insert from /usr/share/request-tracker4/etc/upgrade/4.0.18/contentTue May 20 23:19:34 20140 seconds4.2.3Insert from /usr/share/request-tracker4/etc/upgrade/4.0.19/contentTue May 20 23:19:35 20140 seconds4.2.3 Upgrade from 4.0.19 to 4.2.3 (Incomplete)Tue May 20 23:19:36 20144.2.3Upgrade from 4.0.19 to 4.1.0Tue May 20 23:19:36 20140 seconds4.2.3Insert from /usr/share/request-tracker4/etc/upgrade/4.1.0/contentTue May 20 23:19:36 20140 seconds4.2.3Upgrade from 4.1.0 to 4.1.1 (Incomplete)Tue May 20 23:19:36 20144.2.3Schema updates from /usr/share/request-tracker4/etc/upgrade/4.1.1 (Incomplete)Tue May 20 23:19:36 20144.2.3 Thanks, Nate -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed May 21 13:22:07 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 21 May 2014 13:22:07 -0400 Subject: [rt-users] Upgrade History shows Upgrade Incomplete In-Reply-To: References: Message-ID: <20140521172207.GA3497@jibsheet.com> On Wed, May 21, 2014 at 11:33:20AM -0400, Nathan Baker wrote: > Hello everyone, > > I just upgraded from 4.0.6 to 4.2.3 using the Debian packages. During the > database upgrade, I received a few errors: I'm guessing you set up a new machine, installed request-tracker4 from testing, restored your database and then did the upgrade? You have an unclean database with 4.2 tables in it, and you're tripping over some of the code we added to help RT handle that more gracefully. I've pushed https://github.com/bestpractical/rt/commit/0ac64855f479b4133f4fe838af6b8b2dec8f5d18.patch and it should be in 4.2.5. You may be able to apply the patch manually to /usr/share/request-tracker4/etc/upgrade/4.1.1/schema.Pg or just clean out your DB by hand before letting the debian upgrade scripts go. -kevin > Processing 4.1.1 > > Now populating database schema. > > [12453] [Wed May 21 03:19:36 2014] [critical]: DBD::Pg::st execute failed: > ERROR: cannot drop sequence objectscrips_id_seq because other objects > depend on it > > DETAIL: default for table objectscrips column id depends on sequence > objectscrips_id_seq > > HINT: Use DROP ... CASCADE to drop the dependent objects too. at > /usr/share/request-tracker4/lib/RT/Handle.pm line 529. > (/usr/share/request-tracker4/lib/RT.pm:394) > > DBD::Pg::st execute failed: ERROR: cannot drop sequence > objectscrips_id_seq because other objects depend on it > > DETAIL: default for table objectscrips column id depends on sequence > objectscrips_id_seq > > HINT: Use DROP ... CASCADE to drop the dependent objects too. at > /usr/share/request-tracker4/lib/RT/Handle.pm line 529. > > error encountered processing > /usr/share/dbconfig-common/scripts/request-tracker4/upgrade/pgsql/4.2.3: > > /usr/share/dbconfig-common/scripts/request-tracker4/upgrade/pgsql/4.2.3 > exited with non-zero status > > > There could be an issue with the Debian packages (they are still in the > testing branch), but I'm trying to figure out what state the database is in > now. The system is working fine, and shows version 4.2.3. If I navigate > to Admin -> Tools -> System Configuration, then in the "RT Upgrade History" > section it looks like it might have tried to upgrade the database twice, > and the second time it failed (understandably). > > > Is there a way I can verify that the database schema is completely up to > date? > > > Here is what the "RT Upgrade History" section shows: (Sorry for the HTML, > wasn't sure how else to show it) > RT (Current version: 4.2.3) ActionDateElapsedRT VersionInsert from > /usr/share/request-tracker4/etc/upgrade/4.0.9/contentTue May 20 23:17:45 > 20141 second4.2.3Insert from > /usr/share/request-tracker4/etc/upgrade/4.0.18/contentTue May 20 23:17:53 > 20141 second4.2.3Insert from > /usr/share/request-tracker4/etc/upgrade/4.0.19/contentTue May 20 23:17:55 > 20140 seconds4.2.3 Upgrade from > 4.0.19 to 4.2.3Tue May 20 23:17:56 20142 minutes4.2.3Insert from > /usr/share/request-tracker4/etc/upgrade/4.0.9/contentTue May 20 23:19:29 > 20140 seconds4.2.3Insert from > /usr/share/request-tracker4/etc/upgrade/4.0.18/contentTue May 20 23:19:34 > 20140 seconds4.2.3Insert from > /usr/share/request-tracker4/etc/upgrade/4.0.19/contentTue May 20 23:19:35 > 20140 seconds4.2.3 Upgrade from > 4.0.19 to 4.2.3 (Incomplete)Tue May 20 23:19:36 20144.2.3Upgrade from > 4.0.19 to 4.1.0Tue May 20 23:19:36 20140 seconds4.2.3Insert from > /usr/share/request-tracker4/etc/upgrade/4.1.0/contentTue May 20 23:19:36 > 20140 seconds4.2.3Upgrade from 4.1.0 to 4.1.1 (Incomplete)Tue May 20 > 23:19:36 20144.2.3Schema updates from > /usr/share/request-tracker4/etc/upgrade/4.1.1 (Incomplete)Tue May 20 > 23:19:36 20144.2.3 > Thanks, > Nate -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From Mark.Sears at GDIT.com Wed May 21 13:44:52 2014 From: Mark.Sears at GDIT.com (Sears, Mark) Date: Wed, 21 May 2014 17:44:52 +0000 Subject: [rt-users] Perl broken? In-Reply-To: References: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC090@HQ100-EXMBX02.ad.local> <20140519173955.GD5652@jibsheet.com> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC42B@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC480@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC53C@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC5FD@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC80C@HQ100-EXMBX02.ad.local> Message-ID: <3A0A0D05AD1D944FA93E42E3A38AEDD8120C53A7@HQ100-EXMBX02.ad.local> How would I add this? Thanks, Mark Sears ? CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com From: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe Sent: Tuesday, May 20, 2014 1:12 PM To: Sears, Mark Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? Right. So as some point, as close to the place that tries to include that Rule.pm file, I'd add something similar to:: $RT::Logger->info ( Data::Dumper->Dump([\@INC, \%INC], [qw/inc_path inc_hash])); As far as I know, we're still trying to figure out why the existing include paths are not finding your expected version of DateTime::* Len. On Tue, May 20, 2014 at 11:55 AM, Sears, Mark > wrote: It is actually Rule.pm (sorry for the lower case). I?m not sure what you mean by ?interject some logging code into the logic flow? I have root access to the systems RT runs on via putty ssh. Thanks, Mark Sears ? CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com From: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe Sent: Tuesday, May 20, 2014 10:56 AM To: Sears, Mark Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? Looks reasonable on its face. If it really is 'rule.pm' instead of 'Rule.pm' that that's probably one of your problems, as the file names are case sensitive on Unix. Do you have a way to interject some logging code into the logic flow? Because it's important to know the state of the interpreter... @INC, %INC, etc. If we insert a couple of calls that dump some of the variables to the RT log, it could be helpful. Len. On Tue, May 20, 2014 at 8:51 AM, Sears, Mark > wrote: Ok ?r?r?r?is the permission for the rule.pm file and root owns it and the entire directory drwxr-xr-x is the permission of the top level perl directory and owner by root. Are these permissions correct? Thanks, Mark Sears ? CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com From: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe Sent: Monday, May 19, 2014 4:12 PM To: Sears, Mark Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? Perl has an @INC array which lists all of the directories that Perl will look in when searching for modules. It also has %INC which is a hash of modules, and the file paths they were loaded from. But Perl listed it's include path for you. You included it in a previous email. look through that list and see if any of the entries are the prefix of either of the two place you found OlsonDB/Rule.pm. But also listen to Kevin, restart apache/fcgi and check the ownership and file permissions of /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB/Rule.pm and it's directory components. If it's on the path, then it will be file permissions, ownership etc. Easy enough to rectify. Otherwise you have to question why it installed in a place in which Perl isn't looking. But /usr/lib/perl5 is the default place that perl looks. Len. On Mon, May 19, 2014 at 3:30 PM, Sears, Mark > wrote: Not sure what you mean by see if that's in the @INC array Thanks, Mark Sears ? CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com From: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe Sent: Monday, May 19, 2014 3:09 PM To: Sears, Mark Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? Now use locate or find to figure out where OlsonDB/Rule.pm lives, and see if that's in the @INC array. On Mon, May 19, 2014 at 2:24 PM, Sears, Mark > wrote: Here is the full error: Error during compilation of /opt/rt3/share/html/Elements/SelectTimezone: Can't locate DateTime/TimeZone/OlsonDB/Rule.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB.pm line 8, line 1662. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/OlsonDB.pm line 8, line 1662. Compilation failed in require at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/Africa/Abidjan.pm line 16, line 1662. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone/Africa/Abidjan.pm line 16, line 1662. Compilation failed in require at (eval 2195) line 3, line 1662. Stack: [/usr/lib/perl5/site_perl/5.8.8/DateTime/TimeZone.pm:88] [/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/DateTime.pm:1958] [/opt/rt3/share/html/Elements/SelectTimezone:60] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:817] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:440] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1127] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1060] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1239] [/opt/rt3/share/html/User/Prefs.html:83] [/opt/rt3/share/html/Widgets/TitleBox:51] [/opt/rt3/share/html/User/Prefs.html:86] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:320] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:224] [/opt/rt3/share/html/autohandler:53] Thanks, Mark Sears ? CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com From: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe Sent: Monday, May 19, 2014 2:17 PM To: Sears, Mark Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? You left out the best bits. The bits where Perl told you what the INC array looks like, and probably where in the code the call was being made. So you could use that info to determine where on your file system the DateTime modules live, that the OlsonRule files are there, and why they're not on Perl's @INC path, because that is what the eror message is saying. Len. On Mon, May 19, 2014 at 1:45 PM, Sears, Mark > wrote: Sorry I am running V 3.8.7...and I realize it is not officially supported. Thought I would see if anyone had run into this error before. I did, as you suggested already, and installed the DateTime::TimeZone from cpan but still get the error. Thanks, Mark Sears - CISSP-M.S. IA Principal Information Security Analyst 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, May 19, 2014 1:40 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perl broken? On Mon, May 19, 2014 at 01:07:41PM +0000, Sears, Mark wrote: > I am receiving the following error when I go into Preferences>About me: > Error during compilation of /opt/rt3/share/html/Elements/SelectTimezone:Can't locate > DateTime/TimeZone/OlsonDB/Rule.pm in... > > Also mentions issue with TimeZone::Africa::Abidjan. > > I have run fix deps; test deps; rt-test-deps script and from cpan> > installed TimeZone module You forgot to mention your RT version, but since you have /opt/rt3 in your error patch, I'll mention that no release of RT3 is currently supported. RT can optionally use DateTime::TimeZone if installed (it's not a required dependency of RT) but something must be wrong in your older version of RT. You likely need to install DateTime::TimeZone from cpan -kevin -- RT Training - Dallas May 20-21 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. -- 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. -- 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: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 1262 bytes Desc: image001.png URL: From rshaker at ARDENCOMPANIES.COM Wed May 21 14:38:31 2014 From: rshaker at ARDENCOMPANIES.COM (Robert Shaker) Date: Wed, 21 May 2014 14:38:31 -0400 Subject: [rt-users] Rich text editor disabled after update to 4.2.4 In-Reply-To: <00b801cf74c7$a2516170$e6f42450$@riomedia.cz> References: <3108ED6823FF954F8C00448DC1A52CD60298335125A0@ARDENEMAIL.ARDENCOMPANIES.COM> <3108ED6823FF954F8C00448DC1A52CD60298335125A5@ARDENEMAIL.ARDENCOMPANIES.COM> <00b801cf74c7$a2516170$e6f42450$@riomedia.cz> Message-ID: <3108ED6823FF954F8C00448DC1A52CD6029833512757@ARDENEMAIL.ARDENCOMPANIES.COM> Resolved. I managed to fix this by basically cleaning out my /opt/rt4/local/html/Elements/Header file. As it turns out, the header in 4.2.4 is loading the JS for the rich text editor, and this was being overwritten by my old version of the file. From: Martin Jan??ek [mailto:martin.janicek at riomedia.cz] Sent: Wednesday, May 21, 2014 3:38 AM To: Robert Shaker; rt-users at bestpractical.com Subject: RE: [rt-users] Rich text editor disabled after update to 4.2.4 You can inspect that file with some "web-developement tool" in your browser, look on the given line 2403 and then try to identify the .js file from where that line originate (squished .js file contains all .js files that RT uses, merged together). This should help you figure out to what is this property attached. btw RT_SiteConfig.pm Set($MessageBoxRichTextHeight, 400); -mJ From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Robert Shaker Sent: Tuesday, May 20, 2014 8:01 PM To: rt-users at bestpractical.com Subject: Re: [rt-users] Rich text editor disabled after update to 4.2.4 Also, the chrome console reveals this, which I did not notice before. event.returnValue is deprecated. Please use the standard event.preventDefault() instead. Uncaught TypeError: Cannot read property 'MessageBoxRichTextHeight' of undefined squished-884af658b44cdd5c585766ea0a0518ba.js:2403 From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Robert Shaker Sent: Tuesday, May 20, 2014 1:51 PM To: rt-users at bestpractical.com Subject: [rt-users] Rich text editor disabled after update to 4.2.4 Hello mailing list, I have updated my RT installation to 4.2.4 just this Friday, and now we have noticed that the rich text editor seems to no longer be working. When I reply to a ticket it shows the quoted text like before, but now it is a garbled mess of HTML as it is not translating properly. Does anyone have any idea what's going on? Thank you, Bob Shaker | Co-op IT analyst Arden Companies | Bombay Outdoors 30400 Telegraph Rd, Suite 200, Bingham Farms, MI 48025 ArdenCompanies.com BombayOutdoors.com [cid:image001.jpg at 01CF7502.5618E450] ________________________________ ARDEN A Global Company Celebrating over 50 years of making your life more comfortable! This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server. ________________________________ ARDEN A Global Company Celebrating over 50 years of making your life more comfortable! This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server. ________________________________ ARDEN A Global Company Celebrating over 50 years of making your life more comfortable! This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 5721 bytes Desc: image001.jpg URL: From Mark.Sears at GDIT.com Wed May 21 15:22:50 2014 From: Mark.Sears at GDIT.com (Sears, Mark) Date: Wed, 21 May 2014 19:22:50 +0000 Subject: [rt-users] Need help with upgrade Message-ID: <3A0A0D05AD1D944FA93E42E3A38AEDD8120C543E@HQ100-EXMBX02.ad.local> I have recently taken on managing the RT system. It is currently "housed" on (2) systems - a back end and a front end server. I am not sure why the need for 2 systems to host the RT instance - can anyone explain? So, I want to upgrade from 3.8.7 to the latest 4.2.4. I get the instructions and understand the upgrade process but am kind of stumped where to do the upgrade (ie on front end or back end). I believe the "back end" is the database for the RT system. Any guidance would be appreciated Thanks, Mark Sears - CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Picture (Device Independent Bitmap) 1.jpg Type: image/jpeg Size: 631 bytes Desc: Picture (Device Independent Bitmap) 1.jpg URL: From bakern at gmail.com Wed May 21 16:23:15 2014 From: bakern at gmail.com (Nathan Baker) Date: Wed, 21 May 2014 16:23:15 -0400 Subject: [rt-users] Upgrade History shows Upgrade Incomplete In-Reply-To: <20140521172207.GA3497@jibsheet.com> References: <20140521172207.GA3497@jibsheet.com> Message-ID: On Wed, May 21, 2014 at 1:22 PM, Kevin Falcone wrote: > On Wed, May 21, 2014 at 11:33:20AM -0400, Nathan Baker wrote: > > Hello everyone, > > > > I just upgraded from 4.0.6 to 4.2.3 using the Debian packages. During > the > > database upgrade, I received a few errors: > > I'm guessing you set up a new machine, installed request-tracker4 from > testing, restored your database and then did the upgrade? > Actually this is on a system that was running 4.0.6 previously. I just did apt-get install request-tracker4 (using the testing repository) and it upgraded all the packages. > You have an unclean database with 4.2 tables in it, and you're > tripping over some of the code we added to help RT handle that more > gracefully. > What I'm wondering is how I can tell if the database is "unclean" or if it's okay. The "upgrade history" section in System Configuration shows that it did "Upgrade from 4.0.19 to 4.2.3" once without errors, and then it did it again and it says "(Incomplete)". Maybe that doesn't actually mean it tried twice though, I'm not sure. > > I've pushed > > https://github.com/bestpractical/rt/commit/0ac64855f479b4133f4fe838af6b8b2dec8f5d18.patch > and it should be in 4.2.5. You may be able to apply the patch > manually to /usr/share/request-tracker4/etc/upgrade/4.1.1/schema.Pg > or just clean out your DB by hand before letting the debian upgrade > scripts go. > Can I safely just drop the table, drop the sequence, create the sequence, and create the table? I won't lose anything critical by doing that? I'm guessing there's a bunch of stuff it was supposed to do after that, but it probably stopped at that point. I'm just thrown off by it being in the "upgrade history" twice, the first time it looks like it did a whole bunch of stuff successfully, including this step and lot after this step. -kevin > > > Processing 4.1.1 > > > > Now populating database schema. > > > > [12453] [Wed May 21 03:19:36 2014] [critical]: DBD::Pg::st execute > failed: > > ERROR: cannot drop sequence objectscrips_id_seq because other objects > > depend on it > > > > DETAIL: default for table objectscrips column id depends on sequence > > objectscrips_id_seq > > > > HINT: Use DROP ... CASCADE to drop the dependent objects too. at > > /usr/share/request-tracker4/lib/RT/Handle.pm line 529. > > (/usr/share/request-tracker4/lib/RT.pm:394) > > > > DBD::Pg::st execute failed: ERROR: cannot drop sequence > > objectscrips_id_seq because other objects depend on it > > > > DETAIL: default for table objectscrips column id depends on sequence > > objectscrips_id_seq > > > > HINT: Use DROP ... CASCADE to drop the dependent objects too. at > > /usr/share/request-tracker4/lib/RT/Handle.pm line 529. > > > > error encountered processing > > /usr/share/dbconfig-common/scripts/request-tracker4/upgrade/pgsql/4.2.3: > > > > /usr/share/dbconfig-common/scripts/request-tracker4/upgrade/pgsql/4.2.3 > > exited with non-zero status > > > > > > There could be an issue with the Debian packages (they are still in the > > testing branch), but I'm trying to figure out what state the database is > in > > now. The system is working fine, and shows version 4.2.3. If I navigate > > to Admin -> Tools -> System Configuration, then in the "RT Upgrade > History" > > section it looks like it might have tried to upgrade the database twice, > > and the second time it failed (understandably). > > > > > > Is there a way I can verify that the database schema is completely up to > > date? > > > > > > Here is what the "RT Upgrade History" section shows: (Sorry for the HTML, > > wasn't sure how else to show it) > > RT (Current version: 4.2.3) ActionDateElapsedRT VersionInsert from > > /usr/share/request-tracker4/etc/upgrade/4.0.9/contentTue May 20 23:17:45 > > 20141 second4.2.3Insert from > > /usr/share/request-tracker4/etc/upgrade/4.0.18/contentTue May 20 23:17:53 > > 20141 second4.2.3Insert from > > /usr/share/request-tracker4/etc/upgrade/4.0.19/contentTue May 20 23:17:55 > > 20140 seconds4.2.3 Upgrade > from > > 4.0.19 to 4.2.3Tue May 20 23:17:56 20142 minutes4.2.3Insert from > > /usr/share/request-tracker4/etc/upgrade/4.0.9/contentTue May 20 23:19:29 > > 20140 seconds4.2.3Insert from > > /usr/share/request-tracker4/etc/upgrade/4.0.18/contentTue May 20 23:19:34 > > 20140 seconds4.2.3Insert from > > /usr/share/request-tracker4/etc/upgrade/4.0.19/contentTue May 20 23:19:35 > > 20140 seconds4.2.3 Upgrade > from > > 4.0.19 to 4.2.3 (Incomplete)Tue May 20 23:19:36 20144.2.3Upgrade from > > 4.0.19 to 4.1.0Tue May 20 23:19:36 20140 seconds4.2.3Insert from > > /usr/share/request-tracker4/etc/upgrade/4.1.0/contentTue May 20 23:19:36 > > 20140 seconds4.2.3Upgrade from 4.1.0 to 4.1.1 (Incomplete)Tue May 20 > > 23:19:36 20144.2.3Schema updates from > > /usr/share/request-tracker4/etc/upgrade/4.1.1 (Incomplete)Tue May 20 > > 23:19:36 20144.2.3 > > Thanks, > > Nate > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > Thanks, Nate -------------- next part -------------- An HTML attachment was scrubbed... URL: From bakern at gmail.com Wed May 21 17:36:50 2014 From: bakern at gmail.com (Nathan Baker) Date: Wed, 21 May 2014 17:36:50 -0400 Subject: [rt-users] Upgrade History shows Upgrade Incomplete In-Reply-To: References: <20140521172207.GA3497@jibsheet.com> Message-ID: After looking at all of the schema.Pg files after 4.1.1, it looks like all of the changes have already been applied. The subsequent changes in the 4.1.1 script have also been applied already (Disabled column was added, Stage and Queue columns were removed), so I don't think it would work to patch my 4.1.1 file and run the upgrade again. >From what I can tell, the upgrade was successful the first time and failed the second time, which is probably for the best anyway. I'm not sure what caused that, but I did notify Dominic about it. I guess unless I notice any problems, I'm just going to leave it and consider it to be normal/clean. Thanks, Nate On Wed, May 21, 2014 at 4:23 PM, Nathan Baker wrote: > > On Wed, May 21, 2014 at 1:22 PM, Kevin Falcone wrote: > >> On Wed, May 21, 2014 at 11:33:20AM -0400, Nathan Baker wrote: >> > Hello everyone, >> > >> > I just upgraded from 4.0.6 to 4.2.3 using the Debian packages. During >> the >> > database upgrade, I received a few errors: >> >> I'm guessing you set up a new machine, installed request-tracker4 from >> testing, restored your database and then did the upgrade? >> > > Actually this is on a system that was running 4.0.6 previously. I just > did apt-get install request-tracker4 (using the testing repository) and it > upgraded all the packages. > > >> You have an unclean database with 4.2 tables in it, and you're >> tripping over some of the code we added to help RT handle that more >> gracefully. >> > > What I'm wondering is how I can tell if the database is "unclean" or if > it's okay. The "upgrade history" section in System Configuration shows > that it did "Upgrade from 4.0.19 to 4.2.3" once without errors, and then it > did it again and it says "(Incomplete)". Maybe that doesn't actually mean > it tried twice though, I'm not sure. > > >> >> I've pushed >> >> https://github.com/bestpractical/rt/commit/0ac64855f479b4133f4fe838af6b8b2dec8f5d18.patch >> and it should be in 4.2.5. You may be able to apply the patch >> manually to /usr/share/request-tracker4/etc/upgrade/4.1.1/schema.Pg >> or just clean out your DB by hand before letting the debian upgrade >> scripts go. >> > > Can I safely just drop the table, drop the sequence, create the sequence, > and create the table? I won't lose anything critical by doing that? > > I'm guessing there's a bunch of stuff it was supposed to do after that, > but it probably stopped at that point. I'm just thrown off by it being in > the "upgrade history" twice, the first time it looks like it did a whole > bunch of stuff successfully, including this step and lot after this step. > > -kevin >> >> > Processing 4.1.1 >> > >> > Now populating database schema. >> > >> > [12453] [Wed May 21 03:19:36 2014] [critical]: DBD::Pg::st execute >> failed: >> > ERROR: cannot drop sequence objectscrips_id_seq because other objects >> > depend on it >> > >> > DETAIL: default for table objectscrips column id depends on sequence >> > objectscrips_id_seq >> > >> > HINT: Use DROP ... CASCADE to drop the dependent objects too. at >> > /usr/share/request-tracker4/lib/RT/Handle.pm line 529. >> > (/usr/share/request-tracker4/lib/RT.pm:394) >> > >> > DBD::Pg::st execute failed: ERROR: cannot drop sequence >> > objectscrips_id_seq because other objects depend on it >> > >> > DETAIL: default for table objectscrips column id depends on sequence >> > objectscrips_id_seq >> > >> > HINT: Use DROP ... CASCADE to drop the dependent objects too. at >> > /usr/share/request-tracker4/lib/RT/Handle.pm line 529. >> > >> > error encountered processing >> > /usr/share/dbconfig-common/scripts/request-tracker4/upgrade/pgsql/4.2.3: >> > >> > /usr/share/dbconfig-common/scripts/request-tracker4/upgrade/pgsql/4.2.3 >> > exited with non-zero status >> > >> > >> > There could be an issue with the Debian packages (they are still in the >> > testing branch), but I'm trying to figure out what state the database >> is in >> > now. The system is working fine, and shows version 4.2.3. If I >> navigate >> > to Admin -> Tools -> System Configuration, then in the "RT Upgrade >> History" >> > section it looks like it might have tried to upgrade the database twice, >> > and the second time it failed (understandably). >> > >> > >> > Is there a way I can verify that the database schema is completely up to >> > date? >> > >> > >> > Here is what the "RT Upgrade History" section shows: (Sorry for the >> HTML, >> > wasn't sure how else to show it) >> > RT (Current version: 4.2.3) ActionDateElapsedRT VersionInsert from >> > /usr/share/request-tracker4/etc/upgrade/4.0.9/contentTue May 20 23:17:45 >> > 20141 second4.2.3Insert from >> > /usr/share/request-tracker4/etc/upgrade/4.0.18/contentTue May 20 >> 23:17:53 >> > 20141 second4.2.3Insert from >> > /usr/share/request-tracker4/etc/upgrade/4.0.19/contentTue May 20 >> 23:17:55 >> > 20140 seconds4.2.3 Upgrade >> from >> > 4.0.19 to 4.2.3Tue May 20 23:17:56 20142 minutes4.2.3Insert from >> > /usr/share/request-tracker4/etc/upgrade/4.0.9/contentTue May 20 23:19:29 >> > 20140 seconds4.2.3Insert from >> > /usr/share/request-tracker4/etc/upgrade/4.0.18/contentTue May 20 >> 23:19:34 >> > 20140 seconds4.2.3Insert from >> > /usr/share/request-tracker4/etc/upgrade/4.0.19/contentTue May 20 >> 23:19:35 >> > 20140 seconds4.2.3 Upgrade >> from >> > 4.0.19 to 4.2.3 (Incomplete)Tue May 20 23:19:36 20144.2.3Upgrade from >> > 4.0.19 to 4.1.0Tue May 20 23:19:36 20140 seconds4.2.3Insert from >> > /usr/share/request-tracker4/etc/upgrade/4.1.0/contentTue May 20 23:19:36 >> > 20140 seconds4.2.3Upgrade from 4.1.0 to 4.1.1 (Incomplete)Tue May 20 >> > 23:19:36 20144.2.3Schema updates from >> > /usr/share/request-tracker4/etc/upgrade/4.1.1 (Incomplete)Tue May 20 >> > 23:19:36 20144.2.3 >> > Thanks, >> > Nate >> >> >> -- >> RT Training - Boston, September 9-10 >> http://bestpractical.com/training >> > > Thanks, > Nate > -------------- next part -------------- An HTML attachment was scrubbed... URL: From hescobar at afslc.com Wed May 21 22:12:03 2014 From: hescobar at afslc.com (Hugo Escobar) Date: Wed, 21 May 2014 22:12:03 -0400 Subject: [rt-users] problem with custom condition in scrip Message-ID: Hello, I've been attempting to instruct rt to send emails 'On Correspond' to 'Requestors' and 'Ccs', only if the email address of the user generating the transaction matches a predetermined list (@domain1 or @domain2) Following, the code I wrote for the 'custom condition': #--- begin code --- if ( $self->TransactionObj->Type ne 'Create' && !grep { $self->CurrentUser->EmailAddress =~ /$_$/ } ('@domain1','@domain2') ) { return 0; } return 1; #-- end code -- This is the "Basics" section of the scrip: Description: On Correspond Notify Requestors and Ccs Condition: User Defined Action: Notify Requestors and Ccs Template: Correspondence Global Enabled Additionally, for testing purposes I took care of setting user at domain1 as a 'requestor' I've tested the code snippet on a regular perl script and it works 100% of the time, however RT is not doing what I need. Any help will be highly appreciated -- Hugo Escobar [image: AFS_logo.png] Follow us on Facebook and Linked-In [image: facebook-24x24.png] [image: linkedin-24x24.png] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: facebook-24x24.png Type: image/png Size: 814 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: AFS_logo.png Type: image/png Size: 3183 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: linkedin-24x24.png Type: image/png Size: 875 bytes Desc: not available URL: From guadagnino.cristiano at creval.it Thu May 22 06:11:29 2014 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Thu, 22 May 2014 10:11:29 +0000 Subject: [rt-users] RTChecker released as open source In-Reply-To: <1400666174.30352.2.camel@sodba003.d1.bkd> References: <1399393913.15274.14.camel@sodba003.d1.bkd> <1400666174.30352.2.camel@sodba003.d1.bkd> Message-ID: <1400753639.30358.2.camel@sodba003.d1.bkd> I have just completed writing RTChecker documentation. It is available here in the form of a wiki. You can also access other resources from the same address, like opening bug reports, leaving messages, etc. Bye Cris Il giorno mer, 21/05/2014 alle 09.53 +0000, Guadagnino Cristiano ha scritto: Hi all, I have just sorted out the problem with installing ClickOnce application from Dropbox. You can now install RTChecker v2.0.0.3 from my Dropbox, by connecting (with Internet Explorer) to this link: http://goo.gl/qw6bpM Hope you'll enjoy it! Bye Cris Il giorno mar, 06/05/2014 alle 16.29 +0000, Guadagnino Cristiano ha scritto: Hi all, I just wanted to let you all know that I have released my RTChecker software as opensource. RTChecker is a software that sits in the tray of your Windows desktop and notifies you when there are new tickets, or when a ticket that was assigned to you has been reopened. RTChecker connects to your RT installation trough HTTP and works by issuing REST requests. You NEED RT 4.2.2+. I have been developing and enhancing RTChecker since 2009 for our internal use. Lately I decided to enhance it to make it sufficiently general that it could be used from others as well, and to opensource it under the GPL license. Presently it is Windows only but I hope to make a Linux version soon thanks to mono (or to write a python port if mono proves not to be mature enough). There are also other features that I would like to add soon, like reminders notification and quick delete. You can access the source code at the following address https://www.assembla.com/code/rtcheckerv2/subversion/nodes. Also, a binary release is available from my Dropbox public folder here: https://www.dropbox.com/sh/tnz21nfbcpwtijb/KN7beRGVoX/RTChecker. RTChecker is distributed as a "click-once" application so you have to open the "publish.htm" file with Internet Explorer. I am presently having some difficulties convincing IE to correctly open the file, so I may change the distribution method soon, although it has been working well internally for years. The good thing about clic-once is automatic updates, but let's see what I can do with it. RTChecker took a lot of hours of development in my spare time, so if you find it useful please donate (see link in the "About" box). I will also happily accept patches if you are so inclined. A little web page with help and a tutorial will follow soon, but I hope it is easy enough to be used without help for now. Languages supported are english and italian presently. Bye Cris -- RT Training - Dallas May 20-21 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From SJC at qvii.com Thu May 22 09:05:53 2014 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Thu, 22 May 2014 13:05:53 +0000 Subject: [rt-users] RT 4.2.x and SummaryByUser plugin Message-ID: <0CE56AE307C0BC4B950BF05F3759DF4314EDD6B1@MailStore2010.ogp.qvii.com> We recently upgraded to RT 4.2.x, and have discovered that a plugin we relied on no longer works: http://search.cpan.org/dist/RT-Extension-SummaryByUser/lib/RT/Extension/SummaryByUser.pm Does anyone know if a 4.2 version is coming? 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 May 22 10:03:04 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 22 May 2014 10:03:04 -0400 Subject: [rt-users] RT 4.2.x and SummaryByUser plugin In-Reply-To: <0CE56AE307C0BC4B950BF05F3759DF4314EDD6B1@MailStore2010.ogp.qvii.com> References: <0CE56AE307C0BC4B950BF05F3759DF4314EDD6B1@MailStore2010.ogp.qvii.com> Message-ID: <20140522140304.GB3497@jibsheet.com> On Thu, May 22, 2014 at 01:05:53PM +0000, Cena, Stephen (ext. 300) wrote: > We recently upgraded to RT 4.2.x, and have discovered that a plugin we relied on no longer > works: > > http://search.cpan.org/dist/RT-Extension-SummaryByUser/lib/RT/Extension/SummaryByUser.pm > > Does anyone know if a 4.2 version is coming? Unfortunately, due to some pretty massive changes in the code used by that extension, it isn't trivial to have a version that is 4.2 and 4.0 compatible. https://github.com/bestpractical/rt-extension-summarybyuser/commit/9203dbff54fabe2474b74f2ba25cecc11fb63448 I already spent a few hours poking at it. If it's something you rely on, you could certainly work with us to get an engineer dedicated to digging in and figuring it out, but I know I won't be attempting to solve this again until we either try to add it to core, or a client approaches us about it. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From SJC at qvii.com Thu May 22 10:21:23 2014 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Thu, 22 May 2014 14:21:23 +0000 Subject: [rt-users] Copy/Paste functionality gone after 4.2.3 to 4.2.4 upgrade Message-ID: <0CE56AE307C0BC4B950BF05F3759DF4314EDD751@MailStore2010.ogp.qvii.com> I just performed the upgrade from 4.2.3 to 4.2.4 on our RT servers. I've gotten calls from user that Copy/Paste isn't working on their systems any more. Mason cache clean & local cache clean doesn't seem to help. Anyone else seeing this? 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 zachary.neubert at usu.edu Thu May 22 12:52:04 2014 From: zachary.neubert at usu.edu (IT Guy) Date: Thu, 22 May 2014 09:52:04 -0700 (PDT) Subject: [rt-users] Make scrip run once per ticket, and only once Message-ID: <1400777524161-57454.post@n7.nabble.com> I have a scrip that emails custom field values to a junk email address so that the values show up in transactions. This is necessary for various reasons I won't bother you with here. However, the current conditions I have allow the scrip to run several times per ticket. How can I stop this? This is the custom condition I wrote: my $Ticket = $self->TicketObj; return 0 unless $self->TransactionObj->Type eq 'CustomField'; return 0 unless $Ticket->FirstCustomFieldValue('Keywords'); return 1; Because there are several custom fields being emailed, with each one activating all the custom field scrips, this scrip is executed many times per ticket. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Make-scrip-run-once-per-ticket-and-only-once-tp57454.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Mark.Sears at GDIT.com Thu May 22 14:11:01 2014 From: Mark.Sears at GDIT.com (Sears, Mark) Date: Thu, 22 May 2014 18:11:01 +0000 Subject: [rt-users] Install/Upgrade issue Message-ID: <3A0A0D05AD1D944FA93E42E3A38AEDD8120C98B3@HQ100-EXMBX02.ad.local> I'm running into the following error when upgrading. >> >> All dependencies have been found, but when I run "make upgrade" it errors out with the following after re-checking dependencies: >> >> ./install-sh -m 0755 -o root -g www-data -d /opt/rt4/etc >> chgrp: invalid group: `www-data' >> make: *** [config-install] Error 1 >> How can I set this group Thanks, Mark Sears - CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Picture (Device Independent Bitmap) 1.jpg Type: image/jpeg Size: 631 bytes Desc: Picture (Device Independent Bitmap) 1.jpg URL: From lenjaffe at jaffesystems.com Thu May 22 14:18:11 2014 From: lenjaffe at jaffesystems.com (Len Jaffe) Date: Thu, 22 May 2014 14:18:11 -0400 Subject: [rt-users] Install/Upgrade issue In-Reply-To: <3A0A0D05AD1D944FA93E42E3A38AEDD8120C98B3@HQ100-EXMBX02.ad.local> References: <3A0A0D05AD1D944FA93E42E3A38AEDD8120C98B3@HQ100-EXMBX02.ad.local> Message-ID: $ addgroup www-data will add an entry for the www-data group to the groups file. On Thu, May 22, 2014 at 2:11 PM, Sears, Mark wrote: > *I'm running into the following error when upgrading.* > >> > >>* All dependencies have been found, but when I run "make upgrade" it > errors out with the following after re-checking dependencies:* > >> > >>* ./install-sh -m 0755 -o root -g www**-data** -d /opt/rt4/etc* > >>* chgrp: invalid group: `www**-data**'* > >>* make: *** [config-install] Error 1* > >> > How can I set this group > > > Thanks, > > *Mark Sears ? CISSP-M.S. IA * > *Principal Information Security Analyst * > 12249 Science Drive Suite 160 > Orlando, FL 32826 > office: (407) 541-4062 > fax: (407) 380-3823 > *mark.sears at gdit.com* > *www.gdit.com* > > > > > -- > 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: -------------- next part -------------- A non-text attachment was scrubbed... Name: Picture (Device Independent Bitmap) 1.jpg Type: image/jpeg Size: 631 bytes Desc: not available URL: From Mark.Sears at GDIT.com Thu May 22 15:58:24 2014 From: Mark.Sears at GDIT.com (Sears, Mark) Date: Thu, 22 May 2014 19:58:24 +0000 Subject: [rt-users] Install/Upgrade issue In-Reply-To: References: <3A0A0D05AD1D944FA93E42E3A38AEDD8120C98B3@HQ100-EXMBX02.ad.local> Message-ID: <3A0A0D05AD1D944FA93E42E3A38AEDD8120C994C@HQ100-EXMBX02.ad.local> That worked?actually swapped command around using RHEL. Now I ran into another error doing make-upgrade database 1) AND (main.ObjectType = 'RT::System') ORDER BY main.id ASC 'no such table: Attributes (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:556) [20229] [Thu May 22 19:57:12 2014] [critical]: _DoSearch is not so successful as it still needs redo search, won't call _BuildAccessTable (/root/Desktop/Software/rt-4.2.4/sbin/../lib/RT/Attributes.pm:84) [20229] [Thu May 22 19:57:12 2014] [warning]: DBD::SQLite::db prepare failed: no such table: Attributes at /usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm line 549, line 5. (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:549) [20229] [Thu May 22 19:57:12 2014] [warning]: RT::Handle=HASH(0xa62d778) couldn't prepare the query 'SELECT main.* FROM Attributes main WHERE (main.ObjectId = 1) AND (main.ObjectType = 'RT::System') ORDER BY main.id ASC 'no such table: Attributes (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:556) [20229] [Thu May 22 19:57:12 2014] [critical]: _DoSearch is not so successful as it still needs redo search, won't call _BuildAccessTable (/root/Desktop/Software/rt-4.2.4/sbin/../lib/RT/Attributes.pm:84) [20229] [Thu May 22 19:57:12 2014] [warning]: DBD::SQLite::db prepare failed: no such table: Attributes at /usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm line 549, line 5. (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:549) [20229] [Thu May 22 19:57:12 2014] [warning]: RT::Handle=HASH(0xa62d778) couldn't prepare the query 'INSERT INTO Attributes (ContentType, ObjectType, ObjectId, Description, Created, LastUpdated, id, Name, Content, Creator, LastUpdatedBy) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'no such table: Attributes (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:556) [20229] [Thu May 22 19:57:12 2014] [warning]: DBD::SQLite::db prepare failed: no such table: Attributes at /usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm line 549, line 5. (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:549) [20229] [Thu May 22 19:57:12 2014] [warning]: RT::Handle=HASH(0xa62d778) couldn't prepare the query 'SELECT main.* FROM Attributes main WHERE (main.ObjectId = 1) AND (main.ObjectType = 'RT::System') ORDER BY main.id ASC 'no such table: Attributes (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:556) [20229] [Thu May 22 19:57:12 2014] [critical]: _DoSearch is not so successful as it still needs redo search, won't call _BuildAccessTable (/root/Desktop/Software/rt-4.2.4/sbin/../lib/RT/Attributes.pm:84) [20229] [Thu May 22 19:57:12 2014] [warning]: DBD::SQLite::db prepare failed: no such table: Users at /usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm line 549, line 5. (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:549) [20229] [Thu May 22 19:57:12 2014] [warning]: RT::Handle=HASH(0xa7263e8) couldn't prepare the query 'SELECT * FROM Users WHERE Name = ?'no such table: Users (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:556) [20229] [Thu May 22 19:57:12 2014] [warning]: DBD::SQLite::db prepare failed: no such table: Users at /usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm line 549, line 5. (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:549) [20229] [Thu May 22 19:57:12 2014] [warning]: RT::Handle=HASH(0xa7263e8) couldn't prepare the query 'SELECT * FROM Users WHERE Name = ?'no such table: Users (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:556) Now inserting data. [20229] [Thu May 22 19:57:12 2014] [warning]: DBD::SQLite::db prepare failed: no such table: Attributes at /usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm line 549, <$handle> line 1. (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:549) [20229] [Thu May 22 19:57:12 2014] [warning]: RT::Handle=HASH(0xa7263e8) couldn't prepare the query 'SELECT main.* FROM Attributes main WHERE (main.ObjectId = 1) AND (main.ObjectType = 'RT::System') ORDER BY main.id ASC 'no such table: Attributes (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:556) [20229] [Thu May 22 19:57:12 2014] [critical]: _DoSearch is not so successful as it still needs redo search, won't call _BuildAccessTable (/root/Desktop/Software/rt-4.2.4/sbin/../lib/RT/Attributes.pm:84) [20229] [Thu May 22 19:57:12 2014] [warning]: DBD::SQLite::db prepare failed: no such table: Attributes at /usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm line 549, <$handle> line 1. (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:549) [20229] [Thu May 22 19:57:12 2014] [warning]: RT::Handle=HASH(0xa7263e8) couldn't prepare the query 'SELECT main.* FROM Attributes main WHERE (main.ObjectId = 1) AND (main.ObjectType = 'RT::System') ORDER BY main.id ASC 'no such table: Attributes (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:556) [20229] [Thu May 22 19:57:12 2014] [critical]: _DoSearch is not so successful as it still needs redo search, won't call _BuildAccessTable (/root/Desktop/Software/rt-4.2.4/sbin/../lib/RT/Attributes.pm:84) [20229] [Thu May 22 19:57:12 2014] [warning]: DBD::SQLite::db prepare failed: no such table: Attributes at /usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm line 549, <$handle> line 1. (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:549) [20229] [Thu May 22 19:57:12 2014] [warning]: RT::Handle=HASH(0xa7263e8) couldn't prepare the query 'SELECT main.* FROM Attributes main WHERE (main.ObjectId = 1) AND (main.ObjectType = 'RT::System') ORDER BY main.id ASC 'no such table: Attributes (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:556) [20229] [Thu May 22 19:57:12 2014] [critical]: _DoSearch is not so successful as it still needs redo search, won't call _BuildAccessTable (/root/Desktop/Software/rt-4.2.4/sbin/../lib/RT/Attributes.pm:84) [20229] [Thu May 22 19:57:12 2014] [warning]: DBD::SQLite::db prepare failed: no such table: Attributes at /usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm line 549, <$handle> line 1. (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:549) [20229] [Thu May 22 19:57:12 2014] [warning]: RT::Handle=HASH(0xa7263e8) couldn't prepare the query 'SELECT main.* FROM Attributes main WHERE (main.ObjectId = 1) AND (main.ObjectType = 'RT::System') ORDER BY main.id ASC 'no such table: Attributes (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:556) [20229] [Thu May 22 19:57:12 2014] [critical]: _DoSearch is not so successful as it still needs redo search, won't call _BuildAccessTable (/root/Desktop/Software/rt-4.2.4/sbin/../lib/RT/Attributes.pm:84) [20229] [Thu May 22 19:57:12 2014] [warning]: DBD::SQLite::db prepare failed: no such table: Attributes at /usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm line 549, <$handle> line 1. (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:549) [20229] [Thu May 22 19:57:12 2014] [warning]: RT::Handle=HASH(0xa7263e8) couldn't prepare the query 'INSERT INTO Attributes (Created, LastUpdated, ContentType, ObjectType, Description, ObjectId, Content, Creator, LastUpdatedBy, id, Name) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'no such table: Attributes (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:556) [20229] [Thu May 22 19:57:12 2014] [warning]: DBD::SQLite::db prepare failed: no such table: Attributes at /usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm line 549, <$handle> line 1. (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:549) [20229] [Thu May 22 19:57:12 2014] [warning]: RT::Handle=HASH(0xa7263e8) couldn't prepare the query 'SELECT main.* FROM Attributes main WHERE (main.ObjectId = 1) AND (main.ObjectType = 'RT::System') ORDER BY main.id ASC 'no such table: Attributes (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:556) [20229] [Thu May 22 19:57:12 2014] [critical]: _DoSearch is not so successful as it still needs redo search, won't call _BuildAccessTable (/root/Desktop/Software/rt-4.2.4/sbin/../lib/RT/Attributes.pm:84) [20229] [Thu May 22 19:57:12 2014] [warning]: DBD::SQLite::db prepare failed: no such table: Groups at /usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm line 549, <> line 2. (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:549) [20229] [Thu May 22 19:57:12 2014] [warning]: RT::Handle=HASH(0xa7263e8) couldn't prepare the query 'SELECT main.* FROM Groups main JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) WHERE (Principals_1.Disabled = '0') AND (Principals_1.PrincipalType = 'Group') AND (main.Domain = 'SystemInternal') AND (main.Name != main.Type OR main.Name IS NULL) ORDER BY main.Name ASC LIMIT 1'no such table: Groups (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:556) [20229] [Thu May 22 19:57:12 2014] [warning]: DBD::SQLite::db prepare failed: no such table: ObjectCustomFields at /usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm line 549, <> line 2. (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:549) [20229] [Thu May 22 19:57:12 2014] [warning]: RT::Handle=HASH(0xa7263e8) couldn't prepare the query 'SELECT DISTINCT main.* FROM ObjectCustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.CustomField ) WHERE (ObjectCustomFields_1.ObjectId = '0') AND (main.ObjectId != '0') ORDER BY main.SortOrder ASC, main.id ASC 'no such table: ObjectCustomFields (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:556) [20229] [Thu May 22 19:57:12 2014] [warning]: DBD::SQLite::db prepare failed: no such table: ObjectCustomFields at ./etc/upgrade/3.8.8/content line 21, <> line 2. (./etc/upgrade/3.8.8/content:21) [20229] [Thu May 22 19:57:12 2014] [warning]: DBD::SQLite::db prepare failed: no such table: Attributes at /usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm line 549, <> line 2. (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:549) [20229] [Thu May 22 19:57:12 2014] [warning]: RT::Handle=HASH(0xa7263e8) couldn't prepare the query 'SELECT main.* FROM Attributes main WHERE (main.ObjectId = 1) AND (main.ObjectType = 'RT::System') ORDER BY main.id ASC 'no such table: Attributes (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:556) [20229] [Thu May 22 19:57:12 2014] [critical]: _DoSearch is not so successful as it still needs redo search, won't call _BuildAccessTable (/root/Desktop/Software/rt-4.2.4/sbin/../lib/RT/Attributes.pm:84) [20229] [Thu May 22 19:57:12 2014] [warning]: DBD::SQLite::db prepare failed: no such table: Attributes at /usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm line 549, <> line 2. (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:549) [20229] [Thu May 22 19:57:12 2014] [warning]: RT::Handle=HASH(0xa7263e8) couldn't prepare the query 'SELECT main.* FROM Attributes main WHERE (main.ObjectId = 1) AND (main.ObjectType = 'RT::System') ORDER BY main.id ASC 'no such table: Attributes (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:556) [20229] [Thu May 22 19:57:12 2014] [critical]: _DoSearch is not so successful as it still needs redo search, won't call _BuildAccessTable (/root/Desktop/Software/rt-4.2.4/sbin/../lib/RT/Attributes.pm:84) [20229] [Thu May 22 19:57:12 2014] [warning]: DBD::SQLite::db prepare failed: no such table: Attributes at /usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm line 549, <> line 2. (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:549) [20229] [Thu May 22 19:57:12 2014] [warning]: RT::Handle=HASH(0xa7263e8) couldn't prepare the query 'SELECT main.* FROM Attributes main WHERE (main.ObjectId = 1) AND (main.ObjectType = 'RT::System') ORDER BY main.id ASC 'no such table: Attributes (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:556) [20229] [Thu May 22 19:57:12 2014] [critical]: _DoSearch is not so successful as it still needs redo search, won't call _BuildAccessTable (/root/Desktop/Software/rt-4.2.4/sbin/../lib/RT/Attributes.pm:84) [20229] [Thu May 22 19:57:12 2014] [warning]: DBD::SQLite::db prepare failed: no such table: Attributes at /usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm line 549, <> line 2. (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:549) [20229] [Thu May 22 19:57:12 2014] [warning]: RT::Handle=HASH(0xa7263e8) couldn't prepare the query 'SELECT main.* FROM Attributes main WHERE (main.ObjectId = 1) AND (main.ObjectType = 'RT::System') ORDER BY main.id ASC 'no such table: Attributes (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:556) [20229] [Thu May 22 19:57:12 2014] [critical]: _DoSearch is not so successful as it still needs redo search, won't call _BuildAccessTable (/root/Desktop/Software/rt-4.2.4/sbin/../lib/RT/Attributes.pm:84) [20229] [Thu May 22 19:57:12 2014] [warning]: DBD::SQLite::db prepare failed: no such table: Attributes at /usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm line 549, <> line 2. (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:549) [20229] [Thu May 22 19:57:12 2014] [warning]: RT::Handle=HASH(0xa7263e8) couldn't prepare the query 'INSERT INTO Attributes (Created, LastUpdated, ObjectType, ContentType, Description, ObjectId, Content, LastUpdatedBy, Creator, Name, id) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'no such table: Attributes (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:556) [20229] [Thu May 22 19:57:12 2014] [warning]: DBD::SQLite::db prepare failed: no such table: Attributes at /usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm line 549, <> line 2. (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:549) [20229] [Thu May 22 19:57:12 2014] [warning]: RT::Handle=HASH(0xa7263e8) couldn't prepare the query 'SELECT main.* FROM Attributes main WHERE (main.ObjectId = 1) AND (main.ObjectType = 'RT::System') ORDER BY main.id ASC 'no such table: Attributes (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:556) [20229] [Thu May 22 19:57:12 2014] [critical]: _DoSearch is not so successful as it still needs redo search, won't call _BuildAccessTable (/root/Desktop/Software/rt-4.2.4/sbin/../lib/RT/Attributes.pm:84) Couldn't finish 'upgrade' step. ERROR: One of initial functions failed: Can't call method "execute" on an undefined value at ./etc/upgrade/3.8.8/content line 27, <> line 2. make: *** [upgrade-database] Error 255 Thoughts?? Thanks, Mark Sears ? CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com From: lenjaffe at gmail.com [mailto:lenjaffe at gmail.com] On Behalf Of Len Jaffe Sent: Thursday, May 22, 2014 2:18 PM To: Sears, Mark Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Install/Upgrade issue $ addgroup www-data will add an entry for the www-data group to the groups file. On Thu, May 22, 2014 at 2:11 PM, Sears, Mark > wrote: I'm running into the following error when upgrading. >> >> All dependencies have been found, but when I run "make upgrade" it errors out with the following after re-checking dependencies: >> >> ./install-sh -m 0755 -o root -g www-data -d /opt/rt4/etc >> chgrp: invalid group: `www-data' >> make: *** [config-install] Error 1 >> How can I set this group Thanks, Mark Sears ? CISSP-M.S. IA Principal Information Security Analyst 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com -- 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: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 1262 bytes Desc: image001.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.jpg Type: image/jpeg Size: 631 bytes Desc: image002.jpg URL: From falcone at bestpractical.com Thu May 22 16:24:36 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 22 May 2014 16:24:36 -0400 Subject: [rt-users] Install/Upgrade issue In-Reply-To: <3A0A0D05AD1D944FA93E42E3A38AEDD8120C994C@HQ100-EXMBX02.ad.local> References: <3A0A0D05AD1D944FA93E42E3A38AEDD8120C98B3@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120C994C@HQ100-EXMBX02.ad.local> Message-ID: <20140522202436.GC3497@jibsheet.com> On Thu, May 22, 2014 at 07:58:24PM +0000, Sears, Mark wrote: > That worked?actually swapped command around using RHEL. > > Now I ran into another error doing make-upgrade database Instead of adding groups, why not just tell RT the right group to use. You didn't show your configure output where it picked www-data so it's hard to advise. Read ./configure --help as suggested in step 2 of the README $ ./configure --help | grep group --with-libs-group=GROUP group that will own RT binaries (default bin) --with-web-group=GROUP group the web server runs as (default: www) --with-rt-group=GROUP group to own all files (default: rt) > 1) AND (main.ObjectType = 'RT::System') ORDER BY main.id ASC 'no such table: Attributes > (/usr/local/lib/perl5/site_perl/5.20.0/DBIx/SearchBuilder/Handle.pm:556) > > Couldn't finish 'upgrade' step. If your database has no Attributes table, it is not a complete RT database and something went horribly wrong in your copy/restore of it. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu May 22 16:27:15 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 22 May 2014 16:27:15 -0400 Subject: [rt-users] Make scrip run once per ticket, and only once In-Reply-To: <1400777524161-57454.post@n7.nabble.com> References: <1400777524161-57454.post@n7.nabble.com> Message-ID: <20140522202715.GD3497@jibsheet.com> On Thu, May 22, 2014 at 09:52:04AM -0700, IT Guy wrote: > I have a scrip that emails custom field values to a junk email address so > that the values show up in transactions. This is necessary for various > reasons I won't bother you with here. > > However, the current conditions I have allow the scrip to run several times > per ticket. How can I stop this? > > This is the custom condition I wrote: > > my $Ticket = $self->TicketObj; > return 0 unless $self->TransactionObj->Type eq 'CustomField'; > return 0 unless $Ticket->FirstCustomFieldValue('Keywords'); > return 1; > > Because there are several custom fields being emailed, with each one > activating all the custom field scrips, this scrip is executed many times > per ticket. Either have your scrip set some other CF to track if the mail went out, or only succeed if ALL your custom fields are set. However, this would still allow it to run more than once, so you really need some other CF or an Attribute to track state. You may want to explain why "the values show up in transactions" is important since this sounds a bit like you're running into the XY problem. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu May 22 16:29:50 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 22 May 2014 16:29:50 -0400 Subject: [rt-users] Why are Asset #'s so naked? In-Reply-To: References: Message-ID: <20140522202950.GE3497@jibsheet.com> On Sun, May 18, 2014 at 11:47:43PM -0400, Al Joslin wrote: > Why in the world am I required to know an Asset's Number in > order to use/link it ? Why are there no searching options that > result in linkage ? Why do I have to find the Asset, write it's > number on a sticky note and then go to another screen where I > then enter that number ? I would love to get the FindAsset > portlet into the Ticket/Create.html -- but there seems to be no > option for that in the RT_Config. I believe most people using it are navigating to the Asset and then using Action -> Create linked ticket. I suspect you also want to set AssetQueues http://bestpractical.com/docs/assets/1.01/Assets_Config.html#AssetQueues -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 May 22 16:31:08 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 22 May 2014 16:31:08 -0400 Subject: [rt-users] Perl broken? In-Reply-To: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC5FD@HQ100-EXMBX02.ad.local> References: <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC090@HQ100-EXMBX02.ad.local> <20140519173955.GD5652@jibsheet.com> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC42B@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC480@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC53C@HQ100-EXMBX02.ad.local> <3A0A0D05AD1D944FA93E42E3A38AEDD8120BC5FD@HQ100-EXMBX02.ad.local> Message-ID: <20140522203108.GF3497@jibsheet.com> On Tue, May 20, 2014 at 12:51:50PM +0000, Sears, Mark wrote: > Ok ?r?r?r?is the permission for the rule.pm file and root owns it and the entire > directory > > drwxr-xr-x is the permission of the top level perl directory and owner by root. > > Are these permissions correct? Permissions on the top level directory and file are insufficient to determine permission correctness. sudo or su to the user apache runs as attempt to cat the Rule.pm file attempt to execute perl -MDateTime::Timezone\ 5 as the web user These will further identify permission problems -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu May 22 16:31:53 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 22 May 2014 16:31:53 -0400 Subject: [rt-users] Need help with upgrade In-Reply-To: <3A0A0D05AD1D944FA93E42E3A38AEDD8120C543E@HQ100-EXMBX02.ad.local> References: <3A0A0D05AD1D944FA93E42E3A38AEDD8120C543E@HQ100-EXMBX02.ad.local> Message-ID: <20140522203153.GG3497@jibsheet.com> On Wed, May 21, 2014 at 07:22:50PM +0000, Sears, Mark wrote: > I have recently taken on managing the RT system. It is currently "housed" on (2) systems - a > back end and a front end server. I am not sure why the need for 2 systems to host the RT > instance - can anyone explain? So, I want to upgrade from 3.8.7 to the latest 4.2.4. I get > the instructions and understand the upgrade process but am kind of stumped where to do the > upgrade (ie on front end or back end). I believe the "back end" is the database for the RT > system. You don't say what lives on what, but normally people split the system to put the database on the backend and apache on the frontend. This means that RT's code will live on the front end and you install and configure RT on your new frontend. Specifics will of course vary by site. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Thu May 22 16:33:01 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 22 May 2014 16:33:01 -0400 Subject: [rt-users] Upgrade History shows Upgrade Incomplete In-Reply-To: Message-ID: <20140522203301.GH3497@jibsheet.com> On Wed, May 21, 2014 at 04:23:15PM -0400, Nathan Baker wrote: > On Wed, May 21, 2014 at 1:22 PM, Kevin Falcone <[1]falcone at bestpractical.com> wrote: > > On Wed, May 21, 2014 at 11:33:20AM -0400, Nathan Baker wrote: > > Hello everyone, > > > > I just upgraded from 4.0.6 to 4.2.3 using the Debian packages. ? During the > > database upgrade, I received a few errors: > > I'm guessing you set up a new machine, installed request-tracker4 from > testing, restored your database and then did the upgrade? > > Actually this is on a system that was running 4.0.6 previously. ? I just did apt-get install > request-tracker4 (using the testing repository) and it upgraded all the packages.? I find that surprising, since you had a 4.2 only table. > You have an unclean database with 4.2 tables in it, and you're > tripping over some of the code we added to help RT handle that more > gracefully. > > What I'm wondering is how I can tell if the database is "unclean" or if it's okay. ? The > "upgrade history" section in System Configuration shows that it did "Upgrade from 4.0.19 to > 4.2.3" once without errors, and then it did it again and it says "(Incomplete)". ? Maybe that > doesn't actually mean it tried twice though, I'm not sure. oh. You cannot safely upgrade RT like that. Restore from a backup and upgrade cleanly. I wouldn't trust a database that had run the upgrades twice. -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 May 22 16:35:06 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 22 May 2014 16:35:06 -0400 Subject: [rt-users] problem with custom condition in scrip In-Reply-To: References: Message-ID: <20140522203506.GI3497@jibsheet.com> On Wed, May 21, 2014 at 10:12:03PM -0400, Hugo Escobar wrote: > Hello, > > I've been attempting to instruct rt to send emails 'On Correspond' to > 'Requestors' and 'Ccs', > only if the email address of the user generating the transaction matches a > predetermined list (@domain1 or @domain2) > > Following, the code I wrote for the 'custom condition': > > #--- begin code --- > if ( $self->TransactionObj->Type ne 'Create' > && > !grep { $self->CurrentUser->EmailAddress =~ /$_$/ } > ('@domain1','@domain2') > ) { > return 0; > } > > return 1; RT->Logger->error($self->CurrentUser->EmailAddress); to see what the email address is. It isn't who you think it is. You want $self->TransactionObj->CreatorObj->EmailAddress Your check of ne 'Create' is also sort of non-sensical since it'll apply to transactions such as setting a status or changing a CF. -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 May 22 16:36:48 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 22 May 2014 16:36:48 -0400 Subject: [rt-users] Problem sending email from Reply In-Reply-To: <537B22B9.2090603@govcert.hu> References: <20140519173430.GC5652@jibsheet.com> <537B22B9.2090603@govcert.hu> Message-ID: <20140522203648.GJ3497@jibsheet.com> On Tue, May 20, 2014 at 11:39:05AM +0200, "Tam??s, Sz??p" wrote: > > RT thinks that problem_sender at acme.com isn't a valid email recipient. > > Please show the Correspondents page for ticket 53 and the user page > > for that user to confirm they are set up properly. > > The Correspondents page shows that the correspondent is me (???) as a > user. Remember, I was logged in as root, not as Tamas Szep. Next to my > name is: '(no email address)' Hmmm... So, you have no email address, so RT cannot send you email. This makes this an invalid test. > Owner: GovCERT-Hungary > Correspondents: Tam?s Sz?p (no email address) > CC: > Admin CC: Group: DutyTeam EDUNET > > I don' know why the Admin CC is EDUNET when I selected GOVNET by the way. Dunno, depends what you've done to the Constituency CF in your configuring. Please read: http://bestpractical.com/docs/rtir/3.0/Constituencies.html > > Additionally, you should not make the RTIR email address the AdminCc > > of the IR queue. This is causing RT to send mail to itself which has > > to be detected as a bounce loop and dropped. > > Where can I change that? Tools -> Configuration -> Queues -> Queue Name -> Watchers -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From florin at andrei.myip.org Thu May 22 18:51:21 2014 From: florin at andrei.myip.org (Florin Andrei) Date: Thu, 22 May 2014 15:51:21 -0700 Subject: [rt-users] send email reminders to owners for tickets past their due date Message-ID: With RT 4.0, I had a cron job, running once a day, with a script that would send an email reminder to owners of tickets past their due date: http://requesttracker.wikia.com/wiki/DueDateRemindersByEmail 0 3 * * * /path/to/DueDateRemindersByEmail.pl Now that I'm upgrading to 4.2, is there a built-in mechanism to accomplish this, or do I have to keep using the script? -- Florin Andrei http://florin.myip.org/ From vogt at spamcop.net Fri May 23 01:02:07 2014 From: vogt at spamcop.net (Gerald Vogt) Date: Fri, 23 May 2014 07:02:07 +0200 Subject: [rt-users] [rt-announce] RT 4.2.4 released In-Reply-To: <53744C61.8020300@spamcop.net> References: <5372787F.604@bestpractical.com> <53730EF8.1000500@spamcop.net> <5373CC1B.3070708@bestpractical.com> <53744C61.8020300@spamcop.net> Message-ID: <537ED64F.2090103@spamcop.net> Does anyone have an idea what caused this and how to fix it? -Gerald On 15.05.14 07:10, Gerald Vogt wrote: > On 14.05.2014 22:03, Alex Vandiver wrote: >> On 05/14/2014 02:36 AM, Gerald Vogt wrote: >>> I have upgraded from 4.2.3 to 4.2.4 and after the upgrade users only >>> see an empty rt at a glace page after log in. >> >> Have you customized your homepage from the global default? Did all > > I have changed the global RT at a glance, if that's what you mean by > "home page". > >> users have this problem? Was there anything in the error logs when > > I can't tell about other users but I saw it with my account and the root > account. > >> users logged in? > > apache error logs look normal. > >>> If I check the rt at a glance settings in the "Logged in" menu I can >>> see that everything has been cleared out. It was O.K. in 4.2.3. >> >> By this, I presume you mean /Prefs/MyRT.html ? Did it offer the > > Exactly. > >> expected list under "Available"? > > Yes. Everything is in the "Available" list and I am able to reconfigure > the page or even do a "Reset to default" and it gets populated with the > normal entries. After I save the "RT at a glance" page is back to normal > again.. > >> Can you navigate to Admin ? Tools ? System Configuration and show the >> value of "HomepageSettings" found under "Global attributes"? > > HomepageSettings { > 'body' => [ > { > 'name' => 'My Tickets', > 'type' => 'system' > }, > { > 'name' => 'Unowned Tickets', > 'type' => 'system' > }, > { > 'name' => 'Tickets I have created', > 'type' => 'system' > }, > { > 'name' => 'QuickCreate', > 'type' => 'component' > } > ], > 'sidebar' => [ > { > 'name' => 'MyReminders', > 'type' => 'component' > }, > { > 'name' => 'Quicksearch', > 'type' => 'component' > }, > { > 'name' => 'RefreshHomepage', > 'type' => 'component' > } > ] > } > > > > -Gerald > From vogt at spamcop.net Fri May 23 03:21:41 2014 From: vogt at spamcop.net (Gerald Vogt) Date: Fri, 23 May 2014 09:21:41 +0200 Subject: [rt-users] rt-crontool oddity Message-ID: <537EF705.1020607@spamcop.net> Hi! I have set up a cron job to notify a group of users of unassigned tickets like this: /usr/local/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg 'Queue = "Server" and Owner = "Nobody" and ( Status = "new" or Status = "open" or Status = "stalled" )' --action RT::Action::NotifyGroup --action-arg "Server Owners" --transaction first --template "Unassigned Ticket Reminder" The template is: > Subject:Ticket "{$Ticket->Subject}" is still unassigned > > {$Transaction->CreatedAsString}: Request {$Ticket->id} is still unassigned. > Transaction: {$Transaction->Description} > Queue: {$Ticket->QueueObj->Name} > Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject given)"} > Owner: {$Ticket->OwnerObj->Name} > Requestors: {$Ticket->RequestorAddresses} > Status: {$Ticket->Status} > Ticket Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} > > > > {$Transaction->Content()} This works fine as long as it is only a single ticket matching. If multiple tickets are unassigned, e.g. 4 unassigned tickets, I get four e-mails but it's always for the same ticket with variation of the subject. One Mail is correct: > Subject: [RT #1234] Ticket "Test 1" is still unassigned > > Thu May 22 07:15:34 2014: Request 1234 is still unassigned. > ... The others look like this: > Subject: [RT #1235][RT #1234] Ticket "Test 1" is still unassigned > > Thu May 22 07:15:34 2014: Request 1234 is still unassigned. > ... and this: > Subject: [RT #1236][RT #1235][RT #1234] Ticket "Test 1" is still unassigned > > Thu May 22 07:15:34 2014: Request 1234 is still unassigned. > ... So it's always the same e-mail body for the first ticket and the subject gets added RT tags. How do I get this working properly? Thanks, Gerald From pflynn at ucc.ie Fri May 23 04:27:08 2014 From: pflynn at ucc.ie (Flynn, Peter) Date: Fri, 23 May 2014 08:27:08 +0000 Subject: [rt-users] Login persistence Message-ID: <171BBC56B9C7DA449B41C40E130231A1148B8402@exchmbx02.central.ad.ucc.ie> I have managed to get authentication using LDAP working OK, but I seem to have missed or misunderstood something about persistence. When I click on Logout, I get logged out and immediately logged back in again. I think I can see why this would happen, in the sense that the web environment still holds the authenticated token, and presumably RT just looks for it and finds it again. Is there a way to stop this happening? Closing the tab doesn't prevent it; closing down the browser does, of course, but most users will not want to do that (being required to close a sovereign application simply to terminate a session in a tab is not a good practice). After a logout from an LDAP-authenticated session, it should display RT's own login screen. If the user really, really, really wants another session with different LDAP credentials (or even a repeat of her own), then indeed closing the browser is required, but that's an edge case. The settings I am using are: httpd.conf ---------- ServerAdmin pflynn at ucc.ie ServerName foobar.ucc.ie ErrorLog logs/foobar.ucc.ie-error_log LogLevel debug CustomLog logs/foobar.ucc.ie-access_log combined AddDefaultCharset UTF-8 FcgidMaxRequestLen 1073741824 ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ DocumentRoot "/opt/rt4/share/html" Order allow,deny Allow from all Options +ExecCGI AddHandler fcgid-script fcgi Order deny,allow Deny from All AuthType Basic AuthBasicProvider file ldap AuthBasicAuthoritative off AuthUserFile /var/www/htaccess/foobar AuthGroupFile /dev/null AuthzLDAPAuthoritative off AuthName "Login with your email address and password" AuthLDAPURL ldap://aaa.bbb.ccc.ddd:ppp/DC=ad,DC=ucc,DC=ie?mail AuthLDAPBindDN "xxxxx" AuthLDAPBindPassword 'yyyyy' Require valid-user RT_SiteConfig.pm (omitting values set at webconfig time) ---------------- # allow web auth to pass login status to RT Set($WebRemoteUserAuth, 1); # allow RT to show login screen if web auth failed Set($WebFallbackToRTLogin, 1); # allow an hour's inactivity (10 min for testing) Set($AutoLogoff, 10); # standard password must be 10 chars min Set($MinimumPasswordLength, 10); # use ISO dates Set($DateTimeFormat, { Format => "ISO", Seconds => 0 }); ///Peter -- Peter Flynn | Academic & Collaborative Technologies | University College Cork IT Services | ? +353 21 490 2609 | ? pflynn at ucc.ie | ? www.ucc.ie From jeevan.sarkunaseelan at gmail.com Fri May 23 04:35:56 2014 From: jeevan.sarkunaseelan at gmail.com (Jeevan) Date: Fri, 23 May 2014 01:35:56 -0700 (PDT) Subject: [rt-users] Postfix Relay Error Message-ID: <1400834156054-57470.post@n7.nabble.com> Hi there, I'm having problems when sending a mail to rt-mailgate. I'm testing out different configuration settings and this one in particular is using postfix with a relay configuration. This is the mail log error that I got: May 23 16:24:24 skaportal postfix/qmgr[1282]: 9AB5826E37: from=, size=348, nrcpt=1 (queue active) May 23 16:24:25 skaportal postfix/local[1531]: 9AB5826E37: to=, relay=local, delay=33, delays=33/0.01/0/0.28, dsn=4.3.0, status=deferred (temporary failure. Command output: /opt/rt4/bin/rt-mailgate: temp file is '/tmp/KRWMNdO83j/Ju7PZmDFoy' /opt/rt4/bin/rt-mailgate: connecting to https://skaportal.com/REST/1.0/NoAuth/mail-gateway An Error Occurred ================= 500 Can't connect to skaportal.com:443 /opt/rt4/bin/rt-mailgate: undefined server error ) May 23 16:24:26 skaportal postfix/smtpd[1524]: disconnect from skaportal[202.185.111.70] And the picture is my Postfix configuration file. Any assistance would be appreciated. Please and thank you! Best regards, Jeevan -- View this message in context: http://requesttracker.8502.n7.nabble.com/Postfix-Relay-Error-tp57470.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From olivier.lumineau at renater.fr Fri May 23 04:51:15 2014 From: olivier.lumineau at renater.fr (Olivier Lumineau) Date: Fri, 23 May 2014 10:51:15 +0200 Subject: [rt-users] Maximum recipients allowed In-Reply-To: <20140519130250.GZ5746@aart.rice.edu> References: <5379FBEF.6030002@renater.fr> <20140519130250.GZ5746@aart.rice.edu> Message-ID: <537F0C03.70904@renater.fr> Hi, thanks Ken ! It works like a charm... :-) Olivier Le 19/05/2014 15:02, ktm at rice.edu a ?crit : > On Mon, May 19, 2014 at 02:41:19PM +0200, Olivier Lumineau wrote: >> Hi, >> we are using RT 3.8.7, and to filter spam more efficiently, I wanted >> to know if there was an easy way in RT to limit ticket recipients >> (to + cc + bcc) . >> >> I don't want more than 10 or 15 recipients by ticket, to prevent >> that a spam withs hundreds mail addresses pollute our RT. >> >> Thanks >> >> -- >> Olivier >> > Hi Olivier, > > I used the following in Email_Local.pm. Maybe you can do something similar. > > Regards, > Ken > ----------------------- > sub ParseCcAddressesFromHead { > my %args = ( > Head => undef, > QueueObj => undef, > CurrentUser => undef, > @_ > ); > > my @recipients = > map lc $_->address, > map Email::Address->parse( $args{'Head'}->get( $_ ) ), > qw(To Cc); > > my @res; > foreach my $address ( @recipients ) { > $address = $args{'CurrentUser'}->UserObj->CanonicalizeEmailAddress( $address ); > next if lc $args{'CurrentUser'}->EmailAddress eq $address; > next if lc $args{'QueueObj'}->CorrespondAddress eq $address; > next if lc $args{'QueueObj'}->CommentAddress eq $address; > next if RT::EmailParser->IsRTAddress( $address ); > > push @res, $address; > } > > # > # Limit the number of Cc addresses that we add to a > # ticket during the initial create to minimize damage > # to our Email reputation when SPAM slips through DSPAM. > > $RT::Logger->debug("$#res Ccs"); > if ( $#res > 3 ) { > my @riceCc; > my @nonriceCc; > @riceCc = grep /rice.edu/i, @res; > @nonriceCc = grep !/rice.edu/i, @res; > $RT::Logger->debug("$#riceCc riceCcs, $#nonriceCc nonriceCcs"); > if ($#nonriceCc > 1) { > @res = (@riceCc, @nonriceCc[0]); > } > } > > return @res; > } > ----------------------- From rclerkin at gmail.com Fri May 23 05:20:05 2014 From: rclerkin at gmail.com (Rory) Date: Fri, 23 May 2014 10:20:05 +0100 Subject: [rt-users] Fwd: Login persistence In-Reply-To: References: <171BBC56B9C7DA449B41C40E130231A1148B8402@exchmbx02.central.ad.ucc.ie> Message-ID: Hi Peter, As you noted your web environment is essentially holding the login token. When you click logout, Apache serves up the "you are logged out" page, processes the authentication configuration and, because of this line:, # allow web auth to pass login status to RT Set($WebRemoteUserAuth, 1); RT accepts the authentication from Apache which logs the user back in. Consider it from the point of view that the Apache based authentication controls access to the directory on the webserver that contains the website files. As far as RT is concerned it is piggy backing on this authentication procedure so that it can figure out who's logged in. In order for one of your users to log out they need to kill the session with Apache i.e. close the browser So in short, your login session on RT is tied to the web browsers session with the web server. To make it work as you would like (clicking logout ends Apaches login session) the website would need to make a change to the web server. This generally is not allowed to happen as it's a potential security flaw. If you want the users login session to be controlled by the RT application then you'll need to configure LDAP authentication within the RT Configuration. To be able to do this you need at least these Perl modules (and maybe some others that I'm neglecting too); Net::LDAP RT::Authen::ExternalAuth You then need to add the plugin to your RT_SiteConfig.pm; Set( @Plugins, qw(RT::Authen::ExternalAuth) ); And set the LDAP configuration by following the example SiteConfig file in the plugin etc directory. Lastly you'll need to remove the Auth config from your Apache virtual host and change: Set($WebRemoteUserAuth, 1); to Set($WebRemoteUserAuth, 0); Kind regards, Rory Clerkin On 23 May 2014 09:27, Flynn, Peter wrote: > I have managed to get authentication using LDAP working OK, but I seem > to have missed or misunderstood something about persistence. > > When I click on Logout, I get logged out and immediately logged back in > again. I think I can see why this would happen, in the sense that the > web environment still holds the authenticated token, and presumably RT > just looks for it and finds it again. > > Is there a way to stop this happening? Closing the tab doesn't prevent > it; closing down the browser does, of course, but most users will not > want to do that (being required to close a sovereign application simply > to terminate a session in a tab is not a good practice). > > After a logout from an LDAP-authenticated session, it should display > RT's own login screen. If the user really, really, really wants another > session with different LDAP credentials (or even a repeat of her own), > then indeed closing the browser is required, but that's an edge case. > > The settings I am using are: > > httpd.conf > ---------- > > ServerAdmin pflynn at ucc.ie > ServerName foobar.ucc.ie > ErrorLog logs/foobar.ucc.ie-error_log > LogLevel debug > CustomLog logs/foobar.ucc.ie-access_log combined > AddDefaultCharset UTF-8 > FcgidMaxRequestLen 1073741824 > ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ > DocumentRoot "/opt/rt4/share/html" > > Order allow,deny > Allow from all > Options +ExecCGI > AddHandler fcgid-script fcgi > > > Order deny,allow > Deny from All > AuthType Basic > AuthBasicProvider file ldap > AuthBasicAuthoritative off > AuthUserFile /var/www/htaccess/foobar > AuthGroupFile /dev/null > AuthzLDAPAuthoritative off > AuthName "Login with your email address and password" > AuthLDAPURL ldap://aaa.bbb.ccc.ddd:ppp/DC=ad,DC=ucc,DC=ie?mail > AuthLDAPBindDN "xxxxx" > AuthLDAPBindPassword 'yyyyy' > Require valid-user > > > > RT_SiteConfig.pm (omitting values set at webconfig time) > ---------------- > # allow web auth to pass login status to RT > Set($WebRemoteUserAuth, 1); > # allow RT to show login screen if web auth failed > Set($WebFallbackToRTLogin, 1); > # allow an hour's inactivity (10 min for testing) > Set($AutoLogoff, 10); > # standard password must be 10 chars min > Set($MinimumPasswordLength, 10); > # use ISO dates > Set($DateTimeFormat, { Format => "ISO", Seconds => 0 }); > > ///Peter > -- > Peter Flynn | Academic & Collaborative Technologies | University College > Cork IT Services | ? +353 21 490 2609 | ? pflynn at ucc.ie | ? www.ucc.ie > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training -------------- next part -------------- An HTML attachment was scrubbed... URL: From dominic.hargreaves at it.ox.ac.uk Fri May 23 06:13:48 2014 From: dominic.hargreaves at it.ox.ac.uk (Dominic Hargreaves) Date: Fri, 23 May 2014 11:13:48 +0100 Subject: [rt-users] Upgrade History shows Upgrade Incomplete In-Reply-To: <20140522203301.GH3497@jibsheet.com> References: <20140522203301.GH3497@jibsheet.com> Message-ID: <20140523101347.GA4531@squash.oucs.ox.ac.uk> On Thu, May 22, 2014 at 04:33:01PM -0400, Kevin Falcone wrote: > On Wed, May 21, 2014 at 04:23:15PM -0400, Nathan Baker wrote: > > On Wed, May 21, 2014 at 1:22 PM, Kevin Falcone <[1]falcone at bestpractical.com> wrote: > > > > On Wed, May 21, 2014 at 11:33:20AM -0400, Nathan Baker wrote: > > > Hello everyone, > > > > > > I just upgraded from 4.0.6 to 4.2.3 using the Debian packages. ? During the > > > database upgrade, I received a few errors: > > > > I'm guessing you set up a new machine, installed request-tracker4 from > > testing, restored your database and then did the upgrade? > > > > Actually this is on a system that was running 4.0.6 previously. ? I just did apt-get install > > request-tracker4 (using the testing repository) and it upgraded all the packages.? > > I find that surprising, since you had a 4.2 only table. > > > You have an unclean database with 4.2 tables in it, and you're > > tripping over some of the code we added to help RT handle that more > > gracefully. > > > > What I'm wondering is how I can tell if the database is "unclean" or if it's okay. ? The > > "upgrade history" section in System Configuration shows that it did "Upgrade from 4.0.19 to > > 4.2.3" once without errors, and then it did it again and it says "(Incomplete)". ? Maybe that > > doesn't actually mean it tried twice though, I'm not sure. > > oh. > You cannot safely upgrade RT like that. > > Restore from a backup and upgrade cleanly. > > I wouldn't trust a database that had run the upgrades twice. Ah, I had always assumed that updates were idempotent. Sounds like we need to adjust the error handling in the Debian package then. (What I think happened in Nathan's case was that the upgrade itself went okay but something else went wrong in the package postinst). -- Dominic Hargreaves, Systems Development and Support Section IT Services, University of Oxford, 13 Banbury Road, Oxford, OX2 6NN -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: Digital signature URL: From cloos at netcologne.de Fri May 23 08:26:33 2014 From: cloos at netcologne.de (Christian Loos) Date: Fri, 23 May 2014 14:26:33 +0200 Subject: [rt-users] [rt-announce] RT 4.2.4 released In-Reply-To: <53730EF8.1000500@spamcop.net> References: <5372787F.604@bestpractical.com> <53730EF8.1000500@spamcop.net> Message-ID: <537F3E79.4050502@netcologne.de> Hi, I saw this also as I tested our upgrade from 4.0.19 to 4.2.3. But I couldn't reproduce this and the problem didn't always show up after the test upgrades. I did't checked if the global or only my personal "RT at a glance" setting was broken. As the final test upgrade didn't shows this problem I didn't investigated any more. Chris Am 14.05.2014 08:36, schrieb Gerald Vogt: > I have upgraded from 4.2.3 to 4.2.4 and after the upgrade users only see > an empty rt at a glace page after log in. If I check the rt at a glance > settings in the "Logged in" menu I can see that everything has been > cleared out. It was O.K. in 4.2.3. > > So basically, the 4.2.4 upgrade seem to have cleared out the rt at a > glance configuration for users leaving an empty page after log in... > > The database upgrade didn't show any errors. > > I have tried the upgrade twice and it happens each time. > > So now I am back with 4.2.3. > > -Gerald > From SJC at qvii.com Fri May 23 08:29:36 2014 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Fri, 23 May 2014 12:29:36 +0000 Subject: [rt-users] Unable to paste into Rich Text Editor since In-Reply-To: References: Message-ID: <0CE56AE307C0BC4B950BF05F3759DF4314EDDC7D@MailStore2010.ogp.qvii.com> I'm seeing the same thing here (submitted my own comment to the group). I've tried Firefox 29, IE10 and Chrome 35. It's hit or miss. Sometimes when I right click & select "Paste" the window flashes & nothing happens. Sometimes when I use CTRL+V, text will paste. 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." * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * ---------------------------------------------------------------------- Message: 1 Date: Mon, 19 May 2014 13:23:08 -0400 From: Kevin Falcone To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Unable to paste into Rich Text Editor since upgrading to RT 4.2.4 Message-ID: <20140519172308.GB5652 at jibsheet.com> Content-Type: text/plain; charset="us-ascii" On Fri, May 16, 2014 at 10:57:57PM +0000, Jan Kurianski wrote: > Since upgrading to RT 4.2.4, users are unable to paste into the rich text editor. Only > bothered to reproduce this with Google Chrome on a Mac, as the error indicates that the > problem is browser-wide. Just tested with Google Chrome on a Mac 34.0.1847.137 and copy/paste html or plain text into the rich text editor on new ticket creation works fine. I assume you're actually pasting some rich text from a word document, which is important to the bug report, and not just random plain text. -kevin > 1. Ensure your configuration has the Rich Text Editor enabled. > 2. Reply to any ticket (or compose a new ticket). > 3. Click on the text editor to give it focus. > 4. Paste, using keyboard shortcut. > What happens: > Nothing. > What is expected: > Text from the clipboard appears in the editor. > Chrome shows the following errors in the console (where [1]https://redacted/rt is the root of > my RT site): > GET https://redacted/rt/Ticket/plugins/pastefromword/filter/default.js?t=D08E 404 (Not > Found) squished-884af658b44cdd5c585766ea0a0518ba.js:3325 > Uncaught TypeError: undefined is not a function > squished-884af658b44cdd5c585766ea0a0518ba.js:4040 > The dynamic GET originates from this file (when un-squished): > /opt/rt4/share/static/RichText/ckeditor.js > CKEDITOR.getUrl(a.config.pasteFromWordCleanupFile||d+"filter/default.js") > A hacky patch that solves the problem for me: > /opt/rt4/share/static/RichText/config.js > 47a48,50 > > > > // Since ckeditor is always used from an /rt/Controller, use '../' to get back to the RT > root directory. > > config.pasteFromWordCleanupFile = > '../static/RichText/plugins/pastefromword/filter/default.js'; > Cheers, > Jan > > References > > Visible links > 1. https://redacted/rt > -- > RT Training - Dallas May 20-21 > http://bestpractical.com/training -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From bakern at gmail.com Fri May 23 10:30:29 2014 From: bakern at gmail.com (Nathan Baker) Date: Fri, 23 May 2014 10:30:29 -0400 Subject: [rt-users] Upgrade History shows Upgrade Incomplete In-Reply-To: <20140523101347.GA4531@squash.oucs.ox.ac.uk> References: <20140522203301.GH3497@jibsheet.com> <20140523101347.GA4531@squash.oucs.ox.ac.uk> Message-ID: > > On Thu, May 22, 2014 at 04:33:01PM -0400, Kevin Falcone wrote: > > oh. > > You cannot safely upgrade RT like that. > > > > Restore from a backup and upgrade cleanly. > > > > I wouldn't trust a database that had run the upgrades twice. > You're right, that would be the safest. I've been running it in production for 1-2 days now though, with no errors or noticeable issues, so I think I'm just going to leave it. Thanks to the new "RT upgrade history", I can see which steps attempted to run twice before it failed the second time. I looked at all of those changes, and I don't see anything in there that would cause any problems with the data or schema. The steps that ran a second time are: Insert from /usr/share/request-tracker4/etc/upgrade/4.0.9/content Insert from /usr/share/request-tracker4/etc/upgrade/4.0.18/content Insert from /usr/share/request-tracker4/etc/upgrade/4.0.19/content Insert from /usr/share/request-tracker4/etc/upgrade/4.1.0/content So I think I got lucky that it failed right after that before getting any further :) On Fri, May 23, 2014 at 6:13 AM, Dominic Hargreaves < dominic.hargreaves at it.ox.ac.uk> wrote: > Ah, I had always assumed that updates were idempotent. Sounds like > we need to adjust the error handling in the Debian package then. > (What I think happened in Nathan's case was that the upgrade itself > went okay but something else went wrong in the package postinst). The first thing that failed during the upgrade process was the database backup. Peer authentication for user "postgres" failed. I'm not sure if it ever worked on this system, but RT was installed originally using Debian packages. I had backed up the database manually before starting just to be safe. Running "passwd postgres" and setting a password for that user got peer authentication working. During the database upgrade part, I'm not sure why it was failing to perform the upgrade. Finally after I selected "retry" and then answered "No" when asked to use dbconfig to upgrade the database (I was going to do it manually at that point), it actually started performing the database upgrade, but from what I can tell it tried to do it twice. I'm not ruling out that I did something wrong, but if you have anything you want me to check on this system let me know. I have the apt term.log yet which shows what was done, but unfortunately won't show what answers I chose during the process. When the RT 4.2.4 package gets to testing I will try that one and let you know if I have any issues. Thanks! Nate -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Fri May 23 10:36:35 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 23 May 2014 10:36:35 -0400 Subject: [rt-users] rt-crontool oddity In-Reply-To: <537EF705.1020607@spamcop.net> References: <537EF705.1020607@spamcop.net> Message-ID: <537F5CF3.9000904@bestpractical.com> On 05/23/2014 03:21 AM, Gerald Vogt wrote: > If multiple tickets are unassigned, e.g. 4 unassigned tickets, I get > four e-mails but it's always for the same ticket with variation of the > subject. This is bug #29454 on issues.bestpractical.com, and is fixed in the 4.2/cron-template-caching branch. - Alex From pflynn at ucc.ie Fri May 23 10:57:14 2014 From: pflynn at ucc.ie (Flynn, Peter) Date: Fri, 23 May 2014 14:57:14 +0000 Subject: [rt-users] Fwd: Login persistence References: <171BBC56B9C7DA449B41C40E130231A1148B8402@exchmbx02.central.ad.ucc.ie> Message-ID: <171BBC56B9C7DA449B41C40E130231A1148BB117@exchmbx02.central.ad.ucc.ie> On 23/05/14 10:20, Rory wrote: > Hi Peter, > > As you noted your web environment is essentially holding the login token. > When you click logout, Apache serves up the "you are logged out" page, > processes the authentication configuration and, because of this line:, > # allow web auth to pass login status to RT > Set($WebRemoteUserAuth, 1); > RT accepts the authentication from Apache which logs the user back in. [...] > So in short, your login session on RT is tied to the web browsers > session with the web server. Right. > To make it work as you would like (clicking logout ends Apaches login > session) the website would need to make a change to the web server. This > generally is not allowed to happen as it's a potential security flaw. Indeed. > If you want the users login session to be controlled by the RT > application then you'll need to configure LDAP authentication within the > RT Configuration. Thank you: I must have misread this. I didn't think RT could do LDAP auth itself. I wouldn't have bothered with the Apache route otherwise. > To be able to do this you need at least these Perl modules (and maybe > some others that I'm neglecting too); > Net::LDAP > RT::Authen::ExternalAuth Done. CPAN complained about a dependency: >> No tests defined for RT::Authen::ExternalAuth extension but I used -f :-) > You then need to add the plugin to your RT_SiteConfig.pm; > Set( @Plugins, qw(RT::Authen::ExternalAuth) ); OK. > And set the LDAP configuration by following the example SiteConfig file > in the plugin etc directory. I'll need to get some more local LDAP help with that. > Lastly you'll need to remove the Auth config from your Apache virtual > host and change: > Set($WebRemoteUserAuth, 1); > to > Set($WebRemoteUserAuth, 0); Should the RT user record still contain the user's (LDAP) email address as the Username to log in with? ///Peter -- Peter Flynn | Academic & Collaborative Technologies | University College Cork IT Services | ? +353 21 490 2609 | ? pflynn at ucc.ie | ? www.ucc.ie From hescobar at afslc.com Fri May 23 11:00:19 2014 From: hescobar at afslc.com (Hugo Escobar) Date: Fri, 23 May 2014 11:00:19 -0400 Subject: [rt-users] problem with custom condition in scrip In-Reply-To: <20140522203506.GI3497@jibsheet.com> References: <20140522203506.GI3497@jibsheet.com> Message-ID: Right, I wasn't getting the email address. it works now. Thanks On Thu, May 22, 2014 at 4:35 PM, Kevin Falcone wrote: > On Wed, May 21, 2014 at 10:12:03PM -0400, Hugo Escobar wrote: > > Hello, > > > > I've been attempting to instruct rt to send emails 'On Correspond' to > > 'Requestors' and 'Ccs', > > only if the email address of the user generating the transaction matches > a > > predetermined list (@domain1 or @domain2) > > > > Following, the code I wrote for the 'custom condition': > > > > #--- begin code --- > > if ( $self->TransactionObj->Type ne 'Create' > > && > > !grep { $self->CurrentUser->EmailAddress =~ /$_$/ } > > ('@domain1','@domain2') > > ) { > > return 0; > > } > > > > return 1; > > RT->Logger->error($self->CurrentUser->EmailAddress); to see what the > email address is. It isn't who you think it is. You want > $self->TransactionObj->CreatorObj->EmailAddress > > Your check of ne 'Create' is also sort of non-sensical since it'll > apply to transactions such as setting a status or changing a CF. > > -kevin > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -- Hugo Escobar [image: AFS_logo.png] Follow us on Facebook and Linked-In [image: facebook-24x24.png] [image: linkedin-24x24.png] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: linkedin-24x24.png Type: image/png Size: 875 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: facebook-24x24.png Type: image/png Size: 814 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: AFS_logo.png Type: image/png Size: 3183 bytes Desc: not available URL: From vogt at spamcop.net Fri May 23 11:10:50 2014 From: vogt at spamcop.net (Gerald Vogt) Date: Fri, 23 May 2014 17:10:50 +0200 Subject: [rt-users] rt-crontool oddity In-Reply-To: <537F5CF3.9000904@bestpractical.com> References: <537EF705.1020607@spamcop.net> <537F5CF3.9000904@bestpractical.com> Message-ID: <537F64FA.1040005@spamcop.net> On 23.05.14 16:36, Alex Vandiver wrote: > On 05/23/2014 03:21 AM, Gerald Vogt wrote: >> If multiple tickets are unassigned, e.g. 4 unassigned tickets, I get >> four e-mails but it's always for the same ticket with variation of the >> subject. > > This is bug #29454 on issues.bestpractical.com, and is fixed in the > 4.2/cron-template-caching branch. > - Alex I have applied the changes of 4.2/cron-template-caching to my 4.2.3 installation and all e-mails sent are looking good. Thanks. -Gerald From alexmv at bestpractical.com Fri May 23 11:48:58 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 23 May 2014 11:48:58 -0400 Subject: [rt-users] rt-crontool oddity In-Reply-To: <666A663D6FC1A341A7DC24F236265B418B76CA0C@JUPITER.qms.n-yorks.sch.uk> References: <537EF705.1020607@spamcop.net>, <537F5CF3.9000904@bestpractical.com> <666A663D6FC1A341A7DC24F236265B418B76CA0C@JUPITER.qms.n-yorks.sch.uk> Message-ID: <537F6DEA.8000204@bestpractical.com> On 05/23/2014 11:40 AM, Jon Witts wrote: > [snip] Please keep replies on-list. > Is this planned to be merged into the core branch soon? I expect so. Due to the ckeditor-paste bug, I expect to ship a 4.2.5 relatively quickly; it is my hope that 4.2/cron-template-caching will be merged prior to that, but for now it is still in branch review. - Alex From doon.bulk at inoc.net Fri May 23 12:11:38 2014 From: doon.bulk at inoc.net (Patrick Muldoon) Date: Fri, 23 May 2014 12:11:38 -0400 Subject: [rt-users] Slow Query on RT 4.2.4 after upgrade from 4.0 Message-ID: <86437C13-FA36-4E67-9B81-83D280598D3D@inoc.net> Recently upgraded from 4.0 to 4.2 and have noticed that we are now getting slow queries on pretty much all ticket history queries. I ?ve been reading the list and attempting to google but I cannot seem to figure out what the cause is. This RT database started life 11 years ago and has been dragged along from upgrade to upgrade and this is the first time we?ve run into any real issue. I?ve compared our Schema with a freshly installed version of 4.2 and don?t see any indexes missing, or anything along those lines. I think that it has something to do with the way either have groups setup, or permissions, since if I make my account an admin/super user all the queries are super fast.. We are running on postgresql 9.3.4 here is the query that is causing us issues.. SQL(20.280673s): SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN Groups Groups_1 ON ( LOWER(Groups_1.Domain) = 'rt::ticket-role' ) AND ( LOWER(Groups_1.Name) = 'requestor' ) AND ( Groups_1.Instance = main.id ) JOIN Groups Groups_3 ON ( LOWER(Groups_3.Domain) = 'rt::ticket-role' ) AND ( Groups_3.Instance = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.Disabled = '0' ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_4 ON ( CachedGroupMembers_4.Disabled = '0' ) AND ( CachedGroupMembers_4.MemberId = '22' ) AND ( CachedGroupMembers_4.GroupId = Groups_3.id ) WHERE ( ( ( main.Queue = '1' OR main.Queue = '4' OR main.Queue = '5' ) OR ( main.Owner = '22' AND main.Queue = '2' ) OR ( CachedGroupMembers_4.MemberId IS NOT NULL AND LOWER(Groups_3.Name) = 'admincc' AND main.Queue = '2' ) ) ) AND (main.IsMerged IS NULL) AND (main.Status != 'deleted') AND (main.Type = 'ticket') AND ( ( CachedGroupMembers_2.MemberId = '364' ) AND ( LOWER(main.Status) = 'new' OR LOWER(main.Status) = 'open' OR LOWER(main.Status) = 'stalled' ) ) And then the next query which returns the data takes about the same time to run. so a small ticket takes around 40 seconds to render. and the query plan Aggregate (cost=37.50..37.51 rows=1 width=4) -> Nested Loop Left Join (cost=1.95..37.50 rows=1 width=4) Filter: ((main.queue = 1) OR (main.queue = 4) OR (main.queue = 5) OR ((main.owner = 22) AND (main.queue = 2)) OR ((cachedgroupmembers_4.memberid IS NOT NULL) AND (lower((groups_3.name)::text) = 'admincc'::text) AND (main.queue = 2))) -> Nested Loop (cost=1.53..30.61 rows=1 width=22) -> Nested Loop (cost=1.11..22.16 rows=1 width=26) Join Filter: (groups_1.instance = main.id) -> Nested Loop (cost=0.83..18.32 rows=1 width=22) -> Index Scan using groups2 on groups groups_1 (cost=0.42..8.44 rows=1 width=8) Index Cond: ((lower((domain)::text) = 'rt::ticket-role'::text) AND (lower((name)::text) = 'requestor'::text)) -> Index Scan using groups2 on groups groups_3 (cost=0.41..9.87 rows=1 width=14) Index Cond: ((lower((domain)::text) = 'rt::ticket-role'::text) AND (instance = groups_1.instance)) -> Index Scan using tickets_pkey on tickets main (cost=0.28..3.83 rows=1 width=12) Index Cond: (id = groups_3.instance) Filter: ((ismerged IS NULL) AND ((status)::text <> 'deleted'::text) AND ((type)::text = 'ticket'::text) AND ((queue = 1) OR (queue = 4) OR (queue = 5) OR (queue = 2) OR (queue = 2)) AND ((lower((status)::text) = 'new'::text) OR (lower((status)::text) = 'open'::text) OR (lower((status)::text) = 'stalled'::text))) -> Index Only Scan using disgroumem on cachedgroupmembers cachedgroupmembers_2 (cost=0.41..8.44 rows=1 width=4) Index Cond: ((groupid = groups_1.id) AND (memberid = 364) AND (disabled = 0::smallint)) -> Index Only Scan using disgroumem on cachedgroupmembers cachedgroupmembers_4 (cost=0.41..6.85 rows=1 width=8) Index Cond: ((groupid = groups_3.id) AND (memberid = 22) AND (disabled = 0::smallint)) (18 rows) So pointers on places to look or things to try would be very helpful. I am still trying to wrap my head around why if I am root it doesn?t slow down, which leads me to think it has something to do with the way we have permissions setup. Thanks, -Patrick -- Patrick Muldoon Network/Software Engineer INOC (http://www.inoc.net) PGPKEY (http://www.inoc.net/~doon) Key ID: 0x2D808DE5 I do not fear computers. I fear the lack of them. - Isaac Asimov From alexmv at bestpractical.com Fri May 23 12:40:54 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 23 May 2014 12:40:54 -0400 Subject: [rt-users] Slow Query on RT 4.2.4 after upgrade from 4.0 In-Reply-To: <86437C13-FA36-4E67-9B81-83D280598D3D@inoc.net> References: <86437C13-FA36-4E67-9B81-83D280598D3D@inoc.net> Message-ID: <537F7A16.70601@bestpractical.com> On 05/23/2014 12:11 PM, Patrick Muldoon wrote: > here is the query that is causing us issues.. > > SQL(20.280673s): [snip] This is because you (user #22) have rights to see queue 2, but only see tickets in it which you are the AdminCc or Owner of. RT applies these limits in SQL in RT 4.2 by default (the configuration defaulted to off in 4.0 and lower), and you're running into a pessimal case. If you turn $UseSQLForACLChecks off, this query will likely speed up -- but you will run into the situation where ticket result pages may be "short" due to applying ACLs right before they are displayed. That is, a page which nominally contains 50 tickets may only display 40, 20, or 0 responses and still contain a "next page" link. Ther other fix is to adjust your rights on the queue to not rely on ticket roles to control ShowTicket. > and the query plan > [snip] For future reference, EXPLAIN ANALYZE will give you the realtime amounts, as well. > So pointers on places to look or things to try would be very > helpful. I am still trying to wrap my head around why if I > am root it doesn?t slow down, which leads me to think it has > something to do with the way we have permissions setup. SuperUser ignores all permissions, yes. - Alex From rclerkin at gmail.com Fri May 23 12:47:20 2014 From: rclerkin at gmail.com (Rory) Date: Fri, 23 May 2014 17:47:20 +0100 Subject: [rt-users] Fwd: Login persistence In-Reply-To: <171BBC56B9C7DA449B41C40E130231A1148BB117@exchmbx02.central.ad.ucc.ie> References: <171BBC56B9C7DA449B41C40E130231A1148B8402@exchmbx02.central.ad.ucc.ie> <171BBC56B9C7DA449B41C40E130231A1148BB117@exchmbx02.central.ad.ucc.ie> Message-ID: > Should the RT user record still contain the user's (LDAP) email address > as the Username to log in with? I'm not quite sure, maybe somebody else can weigh in here. On my own install I have I've tried a few different changes in the RT_SiteConfig.pm but wasn't able to log in with an email address (we normally use the user account name). It may be that the username is saved in the RT database on the first login. ################## 'attr_match_list' => ['Name', 'EmailAddress'], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'company', 'RealName' => 'cn', 'NickName' => 'extensionAttribute1', 'ExternalAuthId'=> 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' } }, ################## I've tried different combinations of removing 'Name' from the 'attr_match_list' and changing 'ExternalAuthId' to use 'mail' in the 'attr_map'. Kind regards, Rory Rory On 23 May 2014 15:57, Flynn, Peter wrote: > On 23/05/14 10:20, Rory wrote: > > Hi Peter, > > > > As you noted your web environment is essentially holding the login token. > > When you click logout, Apache serves up the "you are logged out" page, > > processes the authentication configuration and, because of this line:, > > # allow web auth to pass login status to RT > > Set($WebRemoteUserAuth, 1); > > RT accepts the authentication from Apache which logs the user back in. > [...] > > So in short, your login session on RT is tied to the web browsers > > session with the web server. > > Right. > > > To make it work as you would like (clicking logout ends Apaches login > > session) the website would need to make a change to the web server. This > > generally is not allowed to happen as it's a potential security flaw. > > Indeed. > > > If you want the users login session to be controlled by the RT > > application then you'll need to configure LDAP authentication within the > > RT Configuration. > > Thank you: I must have misread this. I didn't think RT could do LDAP > auth itself. I wouldn't have bothered with the Apache route otherwise. > > > To be able to do this you need at least these Perl modules (and maybe > > some others that I'm neglecting too); > > Net::LDAP > > RT::Authen::ExternalAuth > > Done. CPAN complained about a dependency: > >> No tests defined for RT::Authen::ExternalAuth extension > but I used -f :-) > > > You then need to add the plugin to your RT_SiteConfig.pm; > > Set( @Plugins, qw(RT::Authen::ExternalAuth) ); > > OK. > > > And set the LDAP configuration by following the example SiteConfig file > > in the plugin etc directory. > > I'll need to get some more local LDAP help with that. > > > Lastly you'll need to remove the Auth config from your Apache virtual > > host and change: > > Set($WebRemoteUserAuth, 1); > > to > > Set($WebRemoteUserAuth, 0); > > Should the RT user record still contain the user's (LDAP) email address > as the Username to log in with? > > ///Peter > -- > Peter Flynn | Academic & Collaborative Technologies | University College > Cork IT Services | ? +353 21 490 2609 | ? pflynn at ucc.ie | ? www.ucc.ie > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From b at aufbix.org Fri May 23 12:55:24 2014 From: b at aufbix.org (Borut Mrak) Date: Fri, 23 May 2014 18:55:24 +0200 Subject: [rt-users] RT in a subdirectory (nginx) Message-ID: <537F7D7C.5050005@aufbix.org> Hello everyone, I had to move my RT installation from subdomain to a directory on the domain website (support.example.com -> example.com/support). Unfortunately, I wasn't able to do it with nginx since all the nginx examples are for installation in the root of the website, even rt-extension-nginx has some placeholders in the templates, but in reality it does not work if WebPath is set. I solved my problem temporarily by installing Apache (mod_fastcgi to externally run rt-server.fcgi - the same one as nginx would use) and reverse-proxying the RT subdir from nginx, but it's really not something I'd like to keep in the long term. Has anybody managed to configure nginx for RT in this way? If not, I'll investigate what differences there are in FastCGI requests between Apache and nginx and how to fix it, but I'd rathern not reinvent the wheel. best regards, Borut Mrak. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri May 23 12:56:52 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 23 May 2014 12:56:52 -0400 Subject: [rt-users] Fwd: Login persistence In-Reply-To: <171BBC56B9C7DA449B41C40E130231A1148BB117@exchmbx02.central.ad.ucc.ie> References: <171BBC56B9C7DA449B41C40E130231A1148B8402@exchmbx02.central.ad.ucc.ie> <171BBC56B9C7DA449B41C40E130231A1148BB117@exchmbx02.central.ad.ucc.ie> Message-ID: <20140523165652.GK3497@jibsheet.com> On Fri, May 23, 2014 at 02:57:14PM +0000, Flynn, Peter wrote: > Should the RT user record still contain the user's (LDAP) email address > as the Username to log in with? Normally users configure RT::Authen::ExternalAuth to map the LDAP username to the RT username field. You could map Name => 'email' in your attr_map if you wanted. I suggest being sure to review all of the documentation in RT::Authen::ExternalAuth::LDAP.pm and in the example config shipped with the extension. https://metacpan.org/pod/RT::Authen::ExternalAuth::LDAP https://metacpan.org/source/FALCONE/RT-Authen-ExternalAuth-0.20/etc/RT_SiteConfig.pm -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From doon.bulk at inoc.net Fri May 23 13:22:28 2014 From: doon.bulk at inoc.net (Patrick Muldoon) Date: Fri, 23 May 2014 13:22:28 -0400 Subject: [rt-users] Slow Query on RT 4.2.4 after upgrade from 4.0 In-Reply-To: <537F7A16.70601@bestpractical.com> References: <86437C13-FA36-4E67-9B81-83D280598D3D@inoc.net> <537F7A16.70601@bestpractical.com> Message-ID: On May 23, 2014, at 12:40 PM, Alex Vandiver wrote: > On 05/23/2014 12:11 PM, Patrick Muldoon wrote: >> here is the query that is causing us issues.. >> >> SQL(20.280673s): [snip] > > This is because you (user #22) have rights to see queue 2, but only see > tickets in it which you are the AdminCc or Owner of. RT applies these > limits in SQL in RT 4.2 by default (the configuration defaulted to off > in 4.0 and lower), and you're running into a pessimal case. > > If you turn $UseSQLForACLChecks off, this query will likely speed up -- > but you will run into the situation where ticket result pages may be > "short" due to applying ACLs right before they are displayed. That is, > a page which nominally contains 50 tickets may only display 40, 20, or 0 > responses and still contain a "next page" link. > > Ther other fix is to adjust your rights on the queue to not rely on > ticket roles to control ShowTicket. Thanks, That makes sense. At the same time as upgrading to 4.2, we also enabled the approvals. which is what appears to be causing this. as 2 is ___Approvals queue. Following the information in approvers rights section it said: To grant rights to your Change Approvers group, go to the queue configuration page for the ___Approvals queue. Click on Group Rights in the page menu. Grant ShowTicket and ModifyTicket rights to the Owner and AdminCc roles. This should be enough for most cases. Now members of the 'Change Approvers' group can act on approvals even if they have no SuperUser rights. So now to figure out proper way to assign that without making the rest crawl? -Patrick -- Patrick Muldoon Network/Software Engineer INOC (http://www.inoc.net) PGPKEY (http://www.inoc.net/~doon) Key ID: 0x2D808DE5 I'm sorry a pentium won't do, you need an SGI to connect with us. From alexmv at bestpractical.com Fri May 23 13:56:15 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 23 May 2014 13:56:15 -0400 Subject: [rt-users] Slow Query on RT 4.2.4 after upgrade from 4.0 In-Reply-To: References: <86437C13-FA36-4E67-9B81-83D280598D3D@inoc.net> <537F7A16.70601@bestpractical.com> Message-ID: <537F8BBF.2000109@bestpractical.com> On 05/23/2014 01:22 PM, Patrick Muldoon wrote: > So now to figure out proper way to assign that without making the rest crawl? If you're only using Approvals in one workflow, you can assign the Change Approvers group as a queue-level AdminCc. - Alex From jwitts at queenmargarets.com Fri May 23 16:50:08 2014 From: jwitts at queenmargarets.com (Jon Witts) Date: Fri, 23 May 2014 20:50:08 +0000 Subject: [rt-users] rt-crontool oddity In-Reply-To: <537F6DEA.8000204@bestpractical.com> References: <537EF705.1020607@spamcop.net>, <537F5CF3.9000904@bestpractical.com> <666A663D6FC1A341A7DC24F236265B418B76CA0C@JUPITER.qms.n-yorks.sch.uk>, <537F6DEA.8000204@bestpractical.com> Message-ID: <666A663D6FC1A341A7DC24F236265B418B76CC9E@JUPITER.qms.n-yorks.sch.uk> Apologies; just hit "reply" instead of "reply to all". I will keep an eye open for the 4.2.5 release. Thanks, Jon Sent from my Android phone using TouchDown (www.nitrodesk.com) -----Original Message----- From: Alex Vandiver [alexmv at bestpractical.com] Received: Friday, 23 May 2014, 16:58 To: Jon Witts [jwitts at queenmargarets.com]; rt-users at lists.bestpractical.com [rt-users at lists.bestpractical.com] Subject: Re: [rt-users] rt-crontool oddity On 05/23/2014 11:40 AM, Jon Witts wrote: > [snip] Please keep replies on-list. > Is this planned to be merged into the core branch soon? I expect so. Due to the ckeditor-paste bug, I expect to ship a 4.2.5 relatively quickly; it is my hope that 4.2/cron-template-caching will be merged prior to that, but for now it is still in branch review. - Alex This email has been processed by Smoothwall Anti-Spam - www.smoothwall.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From florin at andrei.myip.org Fri May 23 20:07:25 2014 From: florin at andrei.myip.org (Florin Andrei) Date: Fri, 23 May 2014 17:07:25 -0700 Subject: [rt-users] switch-templates-to: Can't locate RT.pm in @INC Message-ID: <7a29f3bc51982c63de79259e5a34939b@andrei.myip.org> Installed 4.2.4 on a fresh CentOS 6.5 system, then imported and upgraded the database from another system running 4.0.5 I got this: # /opt/rt4/etc/upgrade/switch-templates-to html Can't locate RT.pm in @INC (@INC contains: lib local/lib /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at /opt/rt4/etc/upgrade/switch-templates-to line 55. BEGIN failed--compilation aborted at /opt/rt4/etc/upgrade/switch-templates-to line 55. But then I created this environment variable... PERL5LIB=/opt/rt4/lib ...and everything was fine. Shouldn't there be either an automatic way of creating this variable, or a more prominent warning during installation that things won't work well unless you do this? -- Florin Andrei http://florin.myip.org/ From florin at andrei.myip.org Fri May 23 20:24:45 2014 From: florin at andrei.myip.org (Florin Andrei) Date: Fri, 23 May 2014 17:24:45 -0700 Subject: [rt-users] =?utf-8?q?send_the_whole_email_as_HTML=2C_not_just_the?= =?utf-8?q?_template=3F?= Message-ID: Testing 4.2.4, the display of HTML messages in the web UI is fantastic, thank you. I've also run "switch-templates-to html" which has converted all my templates. But here's the thing: When I create a new ticket via email, I get the new ticket notification using the HTML template - however, the message itself is stripped to plaintext. I'm testing with HTML formatted messages, containing bold text, large text, monospace text, inline images, and all that stuff is displayed just fine in the web UI, but the new ticket notifications and the AdminCc notifications still show the message itself stripped to plain text (even though the template is now HTML). Is there any thing I could do about it? Is this a setting somewhere that I could change? -- Florin Andrei http://florin.myip.org/ From rgm at ast.cam.ac.uk Sun May 25 06:42:18 2014 From: rgm at ast.cam.ac.uk (Richard McMahon) Date: Sun, 25 May 2014 11:42:18 +0100 (BST) Subject: [rt-users] Ticket Updates only for Comments/Correspondence Message-ID: Hello, In order to identify activity we have a series of dashboards that use constraints like: updated < last week; updated < last month; Updated > '-4 weeks' This is getting cluttered up with minor transactions like e.g. Reference by Ticket XXXX Member ticket XXX added Dependency by ticket XXXX added We would like to only list tickets where there has been a significant updat ie comment or corresponce in the time window. >From a query point of view it would be useful to have Last updated option that only included Comments and/or Correspondence transactions. ie Last Comment Last Correspondence Comments or pointers appreciated. Regards Richard From rabin at isoc.org.il Sun May 25 06:49:19 2014 From: rabin at isoc.org.il (Rabin Yasharzadehe) Date: Sun, 25 May 2014 13:49:19 +0300 Subject: [rt-users] Slow Query on RT 4.2.4 after upgrade from 4.0 In-Reply-To: <86437C13-FA36-4E67-9B81-83D280598D3D@inoc.net> References: <86437C13-FA36-4E67-9B81-83D280598D3D@inoc.net> Message-ID: >From RT Wiki: FAQ Page In most case it's a problem with User/Groups rights that makes too much users appears in the select owner dropdown. If this dropdown seems to contains more than wanted people, then check everywhere (Global rights/ Queue rights) in RT rights to see if OwnTicket right is not granted to Everyone, Unprivileged or a group that shouldn't have this right and contains many people. You can also run the following SQL query on the RT database to find each objects that grant OwnTicket: SELECT * FROM ACL where RightName='OwnTicket'; e.g: 1. mysql> SELECT * FROM ACL where RightName='OwnTicket'; 2. 3. +-----+---------------+-------------+-----------+------------+----------+---------+---------------------+---------------+---------------------+ 4. | id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId | Creator | Created | LastUpdatedBy | LastUpdated | 5. +-----+---------------+-------------+-----------+------------+----------+---------+---------------------+---------------+---------------------+ 6. | 316 | Group | 50 | OwnTicket | RT::Queue | 1 | 0 | NULL | 0 | NULL | 7. .. 8. .. 9. .. 10. | 557 | Group | 50 | OwnTicket | RT::Queue | 27 | 12 | 2012-06-03 13:07:19 | 12 | 2012-06-03 13:07:19 | 11. | 669 | AdminCc | 271319 | OwnTicket | RT::Queue | 28 | 12 | 2012-06-03 14:06:24 | 12 | 2012-06-03 14:06:24 | 12. | 723 | Owner | 271321 | OwnTicket | RT::Queue | 28 | 12 | 2012-06-03 14:06:24 | 12 | 2012-06-03 14:06:24 | 13. | 911 | Group | 349063 | OwnTicket | RT::Queue | 33 | 12 | 2013-02-26 10:57:44 | 12 | 2013-02-26 10:57:44 | 14. +-----+---------------+-------------+-----------+------------+----------+---------+---------------------+---------------+---------------------+ Here OwnTicket is granted to Owner on queue "28". Check this on the UI: https://rt/Admin/Queues/GroupRights.html?id=28 I also found that adding index to several more tableswill speed up shredder as well, -- Rabin On Fri, May 23, 2014 at 7:11 PM, Patrick Muldoon wrote: > Recently upgraded from 4.0 to 4.2 and have noticed that we are now getting > slow queries on pretty much all ticket history queries. I ?ve been > reading the list and attempting to google but I cannot seem to figure out > what the cause is. > > This RT database started life 11 years ago and has been dragged along from > upgrade to upgrade and this is the first time we?ve run into any real > issue. I?ve compared our Schema with a freshly installed version of 4.2 > and don?t see any indexes missing, or anything along those lines. > > I think that it has something to do with the way either have groups setup, > or permissions, since if I make my account an admin/super user all the > queries are super fast.. > > We are running on postgresql 9.3.4 > > here is the query that is causing us issues.. > > SQL(20.280673s): > > SELECT COUNT(DISTINCT main.id) > FROM Tickets main > JOIN Groups Groups_1 ON ( LOWER(Groups_1.Domain) = 'rt::ticket-role' ) > AND ( LOWER(Groups_1.Name) = 'requestor' ) AND ( Groups_1.Instance = > main.id ) > JOIN Groups Groups_3 ON ( LOWER(Groups_3.Domain) = 'rt::ticket-role' ) > AND ( Groups_3.Instance = main.id ) > JOIN CachedGroupMembers CachedGroupMembers_2 ON ( > CachedGroupMembers_2.Disabled = '0' ) AND ( CachedGroupMembers_2.GroupId = > Groups_1.id ) > LEFT JOIN CachedGroupMembers CachedGroupMembers_4 ON ( > CachedGroupMembers_4.Disabled = '0' ) AND ( CachedGroupMembers_4.MemberId = > '22' ) AND ( CachedGroupMembers_4.GroupId = Groups_3.id ) > WHERE ( > ( > ( main.Queue = '1' OR main.Queue = '4' OR main.Queue = '5' ) OR > ( main.Owner = '22' AND main.Queue = '2' ) OR > ( CachedGroupMembers_4.MemberId IS NOT NULL AND > LOWER(Groups_3.Name) = 'admincc' AND main.Queue = '2' ) > ) > ) > AND (main.IsMerged IS NULL) > AND (main.Status != 'deleted') > AND (main.Type = 'ticket') > AND ( > ( CachedGroupMembers_2.MemberId = '364' ) AND > ( LOWER(main.Status) = 'new' OR LOWER(main.Status) = 'open' > OR LOWER(main.Status) = 'stalled' ) > ) > > > And then the next query which returns the data takes about the same time > to run. so a small ticket takes around 40 seconds to render. > > and the query plan > > Aggregate (cost=37.50..37.51 rows=1 width=4) > -> Nested Loop Left Join (cost=1.95..37.50 rows=1 width=4) > Filter: ((main.queue = 1) OR (main.queue = 4) OR (main.queue = 5) > OR ((main.owner = 22) AND (main.queue = 2)) OR > ((cachedgroupmembers_4.memberid IS NOT NULL) AND (lower((groups_3.name)::text) > = 'admincc'::text) AND (main.queue = 2))) > -> Nested Loop (cost=1.53..30.61 rows=1 width=22) > -> Nested Loop (cost=1.11..22.16 rows=1 width=26) > Join Filter: (groups_1.instance = main.id) > -> Nested Loop (cost=0.83..18.32 rows=1 width=22) > -> Index Scan using groups2 on groups groups_1 > (cost=0.42..8.44 rows=1 width=8) > Index Cond: ((lower((domain)::text) = > 'rt::ticket-role'::text) AND (lower((name)::text) = 'requestor'::text)) > -> Index Scan using groups2 on groups groups_3 > (cost=0.41..9.87 rows=1 width=14) > Index Cond: ((lower((domain)::text) = > 'rt::ticket-role'::text) AND (instance = groups_1.instance)) > -> Index Scan using tickets_pkey on tickets main > (cost=0.28..3.83 rows=1 width=12) > Index Cond: (id = groups_3.instance) > Filter: ((ismerged IS NULL) AND ((status)::text > <> 'deleted'::text) AND ((type)::text = 'ticket'::text) AND ((queue = 1) OR > (queue = 4) OR (queue = 5) OR (queue = 2) OR (queue = 2)) AND > ((lower((status)::text) = 'new'::text) OR (lower((status)::text) = > 'open'::text) OR (lower((status)::text) = 'stalled'::text))) > -> Index Only Scan using disgroumem on cachedgroupmembers > cachedgroupmembers_2 (cost=0.41..8.44 rows=1 width=4) > Index Cond: ((groupid = groups_1.id) AND (memberid = > 364) AND (disabled = 0::smallint)) > -> Index Only Scan using disgroumem on cachedgroupmembers > cachedgroupmembers_4 (cost=0.41..6.85 rows=1 width=8) > Index Cond: ((groupid = groups_3.id) AND (memberid = 22) > AND (disabled = 0::smallint)) > (18 rows) > > > So pointers on places to look or things to try would be very helpful. I > am still trying to wrap my head around why if I am root it doesn?t slow > down, which leads me to think it has something to do with the way we have > permissions setup. > > > Thanks, > -Patrick > > -- > Patrick Muldoon > Network/Software Engineer > INOC (http://www.inoc.net) > PGPKEY (http://www.inoc.net/~doon) > Key ID: 0x2D808DE5 > > I do not fear computers. I fear the lack of them. - Isaac Asimov > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jeevan.sarkunaseelan at gmail.com Sun May 25 23:02:24 2014 From: jeevan.sarkunaseelan at gmail.com (Jeevan) Date: Sun, 25 May 2014 20:02:24 -0700 (PDT) Subject: [rt-users] RT Mailgate question Message-ID: <1401073344707-57494.post@n7.nabble.com> Hi there, When I first started working on Request Tracker, the concept was simple cause I was working in a local environment where a mail message would be sent directly to a predefined RT queue e.g. queue1 at rt.example.com or just queue1. However, now I want to do something like this in which a ticket is created by sending an email to a Gmail account, the RT-Mailgate reads the account and creates the ticket. I am using Sendmail and relaying everything to a mailserver located within my network. Any thoughts or insights would be much appreciated. Please and thank you! Best regards, Jeevan -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-Mailgate-question-tp57494.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From andrius.kulbis at gmail.com Mon May 26 05:36:48 2014 From: andrius.kulbis at gmail.com (andkulb) Date: Mon, 26 May 2014 02:36:48 -0700 (PDT) Subject: [rt-users] Custom ticket update page not submiting values Message-ID: <1401097008464-57496.post@n7.nabble.com> Hello, I'm trying to do a ticket feedback page in SelfService, for user to evaluate the response to the ticket. I took a Update.html code from SelfService/ and changed it to display only the fields that I need. But after clicking the submit button, values of the customfield does not change, I get the Display.html view, but the URL is lef the same: Feedback.html. Logs also don't show any activity, like nothing was happening. How to submit my data so it would update the ticket fields? Here I create a form with 2 customfiels and comment box. <& /SelfService/Elements/Header, Title =>loc('Leave feedback for ticket #[_1]', $Ticket->id) &>
" /> Id%>" /> <& /Elements/ListActions, actions => \@results &> % while ( my $CustomField = $CustomFields->Next ) { % if(exists($FeedbackCFs->{$CustomField->Id})) { % my @add = (NamePrefix => 'Bulk-Add-CustomField-', CustomField => $CustomField, Rows => 5, % Multiple => ($CustomField->MaxValues ==1 ? 0 : 1) , Cols => 25, % Default => $ARGS{"Add-CustomField-$CustomField->Id-Values"} || $ARGS{"Add-CustomField-$CustomField->Id-Value"}, ); % % my $Values = $Ticket->CustomFieldValues( $CustomField->Id ); % my $count = $Values->Count; id%>-ShowRow"> Id%>-CustomField-<%$CustomField->Id%>-Values-Magic" value="1"> % } % } %} % if($showComment) { %} <% $CustomField->Name %>: % if($count == 0) { % if ($CustomField->Type eq 'Select') { <& /Elements/EditCustomFieldSelect, @add &> % } elsif ($CustomField->Type eq 'Combobox') { <& /Elements/EditCustomFieldCombobox, @add &> % } elsif ($CustomField->Type eq 'Freeform') { <& /Elements/EditCustomFieldFreeform, @add &> % } elsif ($CustomField->Type eq 'Text') { <& /Elements/EditCustomFieldText, @add &> % } elsif ($CustomField->Type eq 'Date') { <& /Elements/EditCustomFieldDate, @add, Default => undef &> % } elsif ($CustomField->Type eq 'DateTime') { % # Pass datemanip format to prevent another tz date conversion <& /Elements/EditCustomFieldDateTime, @add, Default => undef, Format => 'datemanip' &> % } % } else { % $showComment = 0; % unless ( $count ) { <&|/l&>(no value) % } elsif ( $count == 1 ) { % $print_value->( $CustomField, $Values->First ); % } else {
    % while ( my $Value = $Values->Next ) {
  • % $print_value->( $CustomField, $Value );
    • % }
% } Komentaras: <& /Elements/MessageBox, Name=>"UpdateContent", IncludeSignature => 1, %ARGS &> <& /Elements/Submit, Label => loc('Submit feedback'), Name => 'SubmitTicket', id => 'SubmitTicket' &>
<& /Elements/ShowHistory, Object => $Ticket, ShowHeaders => $ARGS{'ShowHeaders'}, DownloadableHeaders => 0 &> Here I check for a submit button click and some do some validation. if ( exists $ARGS{SubmitTicket} ) { my $kokybe = $ARGS{'Bulk-Add-CustomField-102-Values'}; if($kokybe && $kokybe =~ /Puikiai/) { $m->callback(CallbackName => 'BeforeDisplay', Ticket => \$Ticket, ARGSRef => \%ARGS); return $m->comp('Display.html', TicketObj => $Ticket, %ARGS); } elsif($kokybe) { my $atsiliepimas = $ARGS{'Bulk-Add-CustomField-103-Value'}; if($atsiliepimas && $atsiliepimas =~ /Kita/) { my $komentaras = $ARGS{'UpdateContent'}; if($komentaras) { $m->callback(CallbackName => 'BeforeDisplay', Ticket => \$Ticket, ARGSRef => \%ARGS); return $m->comp('Display.html', TicketObj => $Ticket, %ARGS); } else { push @results, loc('Fill the field "Komentaras" with your comment'); } } elsif($atsiliepimas) { $m->callback(CallbackName => 'BeforeDisplay', Ticket => \$Ticket, ARGSRef => \%ARGS); return $m->comp('Display.html', TicketObj => $Ticket, %ARGS); } else { push @results, loc('Choose appropriate value for "Atsiliepimas"'); } } } -- View this message in context: http://requesttracker.8502.n7.nabble.com/Custom-ticket-update-page-not-submiting-values-tp57496.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From andrius.kulbis at gmail.com Mon May 26 08:00:35 2014 From: andrius.kulbis at gmail.com (andkulb) Date: Mon, 26 May 2014 05:00:35 -0700 (PDT) Subject: [rt-users] Calculate values in charts by percent Message-ID: <1401105634576-57497.post@n7.nabble.com> Hello, How can I add my own functions to this fields set, to be more specific, calculate by percent? Regards -- View this message in context: http://requesttracker.8502.n7.nabble.com/Calculate-values-in-charts-by-percent-tp57497.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From eisinger at usp.br Mon May 26 13:42:37 2014 From: eisinger at usp.br (Robson Eisinger) Date: Mon, 26 May 2014 14:42:37 -0300 (BRT) Subject: [rt-users] Resending tickets due to sendmail failure. In-Reply-To: <572392130.8518173.1401125870293.JavaMail.root@usp.br> Message-ID: <1630341053.8520671.1401126157772.JavaMail.root@usp.br> Hi guys, I need some help, last week I was forced to do a distro upgrade on my FreeBSD, from version 9.0 to 9.2, at the time everything was fine. Last Friday, we discovered that the sendmail configuration was broken, so from last week until Friday, no email was sent from RT, instead we got a bunch os error messages, like this one: Sending the previous mail has failed. Please contact your admin, they can find more details in the logs. The error message on our logs was: May 16 20:19:57 XXXXXX RT: : Could not send mail. (/usr/local/lib/perl5/site_perl/5.12/RT/Interface/Email.pm:563) Anyway, that problem is solved but i got another one in my hands, I need to resend all the messages that failed to be sent. So, my question: It is possible to search (or identify) all messages that had this error ans somehow resend them or at least resend all messages from last week? Or RT do that "automagically"? Cheers, Robson Eisinger. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jan.kurianski at numbers.net.au Mon May 26 22:31:34 2014 From: jan.kurianski at numbers.net.au (Jan Kurianski) Date: Tue, 27 May 2014 02:31:34 +0000 Subject: [rt-users] Unable to paste into Rich Text Editor since In-Reply-To: <0CE56AE307C0BC4B950BF05F3759DF4314EDDC7D@MailStore2010.ogp.qvii.com> References: <0CE56AE307C0BC4B950BF05F3759DF4314EDDC7D@MailStore2010.ogp.qvii.com> Message-ID: <69e4b23020cc4261b7433f4ed12d0c84@CO1PR07MB348.namprd07.prod.outlook.com> If you open the JavaScript console afterwards, do you see an error? Cheers, Jan -----Original Message----- From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Cena, Stephen (ext. 300) Sent: Friday, 23 May 2014 10:30 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Unable to paste into Rich Text Editor since I'm seeing the same thing here (submitted my own comment to the group). I've tried Firefox 29, IE10 and Chrome 35. It's hit or miss. Sometimes when I right click & select "Paste" the window flashes & nothing happens. Sometimes when I use CTRL+V, text will paste. 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." * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * ---------------------------------------------------------------------- Message: 1 Date: Mon, 19 May 2014 13:23:08 -0400 From: Kevin Falcone To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Unable to paste into Rich Text Editor since upgrading to RT 4.2.4 Message-ID: <20140519172308.GB5652 at jibsheet.com> Content-Type: text/plain; charset="us-ascii" On Fri, May 16, 2014 at 10:57:57PM +0000, Jan Kurianski wrote: > Since upgrading to RT 4.2.4, users are unable to paste into the rich text editor. Only > bothered to reproduce this with Google Chrome on a Mac, as the error indicates that the > problem is browser-wide. Just tested with Google Chrome on a Mac 34.0.1847.137 and copy/paste html or plain text into the rich text editor on new ticket creation works fine. I assume you're actually pasting some rich text from a word document, which is important to the bug report, and not just random plain text. -kevin > 1. Ensure your configuration has the Rich Text Editor enabled. > 2. Reply to any ticket (or compose a new ticket). > 3. Click on the text editor to give it focus. > 4. Paste, using keyboard shortcut. > What happens: > Nothing. > What is expected: > Text from the clipboard appears in the editor. > Chrome shows the following errors in the console (where [1]https://redacted/rt is the root of > my RT site): > GET https://redacted/rt/Ticket/plugins/pastefromword/filter/default.js?t=D08E 404 (Not > Found) squished-884af658b44cdd5c585766ea0a0518ba.js:3325 > Uncaught TypeError: undefined is not a function > squished-884af658b44cdd5c585766ea0a0518ba.js:4040 > The dynamic GET originates from this file (when un-squished): > /opt/rt4/share/static/RichText/ckeditor.js > CKEDITOR.getUrl(a.config.pasteFromWordCleanupFile||d+"filter/default.js") > A hacky patch that solves the problem for me: > /opt/rt4/share/static/RichText/config.js > 47a48,50 > > > > // Since ckeditor is always used from an /rt/Controller, use '../' to get back to the RT > root directory. > > config.pasteFromWordCleanupFile = > '../static/RichText/plugins/pastefromword/filter/default.js'; > Cheers, > Jan > > References > > Visible links > 1. https://redacted/rt > -- > RT Training - Dallas May 20-21 > http://bestpractical.com/training -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: -- RT Training - Boston, September 9-10 http://bestpractical.com/training From SJC at qvii.com Tue May 27 10:36:41 2014 From: SJC at qvii.com (Cena, Stephen (ext. 300)) Date: Tue, 27 May 2014 14:36:41 +0000 Subject: [rt-users] MIME email not decoding - Sender or RT? Message-ID: <0CE56AE307C0BC4B950BF05F3759DF4314EDECBA@MailStore2010.ogp.qvii.com> We've recently upgraded from RT 4.2.3 to 4.2.4. We have one user that when they email us now, RT is recording the MIME encoded email and not decoding it. Thus far, it appears to only be from one specific user. Is there anything I should check on my RT configuration before I ask the user what they are using for mail software? 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 landsbeyond at googlemail.com Tue May 27 11:22:53 2014 From: landsbeyond at googlemail.com (Keith Macpherson) Date: Tue, 27 May 2014 16:22:53 +0100 Subject: [rt-users] Unable to paste into Rich Text Editor since In-Reply-To: <69e4b23020cc4261b7433f4ed12d0c84@CO1PR07MB348.namprd07.prod.outlook.com> References: <0CE56AE307C0BC4B950BF05F3759DF4314EDDC7D@MailStore2010.ogp.qvii.com> <69e4b23020cc4261b7433f4ed12d0c84@CO1PR07MB348.namprd07.prod.outlook.com> Message-ID: <5384ADCD.7@googlemail.com> I, like Stephen and yourself recently upgraded to 4.2.4 and noticed pasting had gone AWOL, but interesting not all the time. It's a bit quirky, so initially put it down to something I was doing. Jan Kurianski wrote, On 27/05/2014 03:31: > If you open the JavaScript console afterwards, do you see an error? > In my case, the debugger in each browser (Fx, IE, GC, and Safari) all report 404 errors. CTRL-V sometimes works, but it's really hit-and-miss. Chrome's JS debugger reported the following: Failed to load resource: the server responded with a status of 404 (Not Found) (http://rt.internal.server/Ticket/plugins/pastefromword/filter/default.js?t=D08E". When using the CKEditor item to paste plain text, the debugger reports: GET http://rt.internal.srv/Ticket/plugins/clipboard/dialogs/paste.js?t=D08E 404 (Not Found) squished-884af658b44cdd5c585766ea0a0518ba.js:3325 CKEDITOR.tools.extend.append squished-884af658b44cdd5c585766ea0a0518ba.js:3325 CKEDITOR.tools.extend.appendTo squished-884af658b44cdd5c585766ea0a0518ba.js:3303 j squished-884af658b44cdd5c585766ea0a0518ba.js:3429 CKEDITOR.scriptLoader.load squished-884af658b44cdd5c585766ea0a0518ba.js:3429 CKEDITOR.tools.extend.openDialog squished-884af658b44cdd5c585766ea0a0518ba.js:3742 (anonymous function) squished-884af658b44cdd5c585766ea0a0518ba.js:3784 Uncaught Error: [CKEDITOR.dialog.openDialog] Dialog "paste" failed when loading definition. squished-884af658b44cdd5c585766ea0a0518ba.js:3741 Instead of using the Debian installers, RT4 was installed using the tarball into the default /opt/rt4 directory. Browsing through that folder hierarchy, I can see that both the clipboard/dialogs/paste.js and the pastefromword/filter/default.js exist. Permissions and ownership are root:bin and 0644, respectively. The upgrade didn't report any errors so not sure where to look for problems. I'm assuming the issue is isolated to a relatively low number of installs. If I can supply further information that may elucidate the problem more clearly, let me know. - Keith > Cheers, > Jan > > -----Original Message----- > From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Cena, Stephen (ext. 300) > Sent: Friday, 23 May 2014 10:30 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Unable to paste into Rich Text Editor since > > I'm seeing the same thing here (submitted my own comment to the group). I've tried Firefox 29, IE10 and Chrome 35. It's hit or miss. Sometimes when I right click & select "Paste" the window flashes & nothing happens. Sometimes when I use CTRL+V, text will paste. > > > 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." > * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 19 May 2014 13:23:08 -0400 > From: Kevin Falcone > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Unable to paste into Rich Text Editor since > upgrading to RT 4.2.4 > Message-ID: <20140519172308.GB5652 at jibsheet.com> > Content-Type: text/plain; charset="us-ascii" > > On Fri, May 16, 2014 at 10:57:57PM +0000, Jan Kurianski wrote: >> Since upgrading to RT 4.2.4, users are unable to paste into the rich text editor. Only >> bothered to reproduce this with Google Chrome on a Mac, as the error indicates that the >> problem is browser-wide. > Just tested with Google Chrome on a Mac 34.0.1847.137 and copy/paste html or plain text into the rich text editor on new ticket creation works fine. > > I assume you're actually pasting some rich text from a word document, which is important to the bug report, and not just random plain text. > > -kevin > >> 1. Ensure your configuration has the Rich Text Editor enabled. >> 2. Reply to any ticket (or compose a new ticket). >> 3. Click on the text editor to give it focus. >> 4. Paste, using keyboard shortcut. >> What happens: >> Nothing. >> What is expected: >> Text from the clipboard appears in the editor. >> Chrome shows the following errors in the console (where [1]https://redacted/rt is the root of >> my RT site): >> GET https://redacted/rt/Ticket/plugins/pastefromword/filter/default.js?t=D08E 404 (Not >> Found) squished-884af658b44cdd5c585766ea0a0518ba.js:3325 >> Uncaught TypeError: undefined is not a function >> squished-884af658b44cdd5c585766ea0a0518ba.js:4040 >> The dynamic GET originates from this file (when un-squished): >> /opt/rt4/share/static/RichText/ckeditor.js >> CKEDITOR.getUrl(a.config.pasteFromWordCleanupFile||d+"filter/default.js") >> A hacky patch that solves the problem for me: >> /opt/rt4/share/static/RichText/config.js >> 47a48,50 >> > >> > // Since ckeditor is always used from an /rt/Controller, use '../' to get back to the RT >> root directory. >> > config.pasteFromWordCleanupFile = >> '../static/RichText/plugins/pastefromword/filter/default.js'; >> Cheers, >> Jan >> >> References >> >> Visible links >> 1. https://redacted/rt > From alexmv at bestpractical.com Tue May 27 12:15:59 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 27 May 2014 12:15:59 -0400 Subject: [rt-users] Unable to paste into Rich Text Editor since In-Reply-To: <5384ADCD.7@googlemail.com> References: <0CE56AE307C0BC4B950BF05F3759DF4314EDDC7D@MailStore2010.ogp.qvii.com> <69e4b23020cc4261b7433f4ed12d0c84@CO1PR07MB348.namprd07.prod.outlook.com> <5384ADCD.7@googlemail.com> Message-ID: <5384BA3F.7080907@bestpractical.com> On 05/27/2014 11:22 AM, Keith Macpherson wrote: > I, like Stephen and yourself recently upgraded to 4.2.4 and noticed > pasting had gone AWOL, but interesting not all the time. It's a bit > quirky, so initially put it down to something I was doing. This is fixed in 4.2-trunk, by way of the 4.2/ckeditor-base-path branch: https://github.com/bestpractical/rt/commit/2e2961b6 It will be in 4.2.5, which I expect to release an rc1 of in the next week or so. - Alex From alexmv at bestpractical.com Tue May 27 15:54:15 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 27 May 2014 15:54:15 -0400 Subject: [rt-users] MIME email not decoding - Sender or RT? In-Reply-To: <0CE56AE307C0BC4B950BF05F3759DF4314EDECBA@MailStore2010.ogp.qvii.com> References: <0CE56AE307C0BC4B950BF05F3759DF4314EDECBA@MailStore2010.ogp.qvii.com> Message-ID: <5384ED67.9020806@bestpractical.com> On 05/27/2014 10:36 AM, Cena, Stephen (ext. 300) wrote: > We've recently upgraded from RT 4.2.3 to 4.2.4. We have one user that > when they email us now, RT is recording the MIME encoded email and not > decoding it. Thus far, it appears to only be from one specific user. Is > there anything I should check on my RT configuration before I ask the > user what they are using for mail software? RT 4.2.4 didn't change anything notable about incoming mail parsing. Check your RT logs, as well as the "Show full headers" of mail in RT. - Alex From LABANJ2 at nationwide.com Tue May 27 16:31:59 2014 From: LABANJ2 at nationwide.com (LABANJ2 at nationwide.com) Date: Tue, 27 May 2014 16:31:59 -0400 Subject: [rt-users] Dealing with old CustomFields after upgrade from 3.6.10 to 4.2.4 Message-ID: I am a newbie (but not an alcoholic... {:-)}): I just installed a new 4.2.4 and even the update to the Oracle Schema went fine (I looked at the schema in the ../etc and looked at the schema in the Toad and they were fine.). However, I have a lot of custom stuff in the old installation and several Custom Fields and Custom Templates, and the ClearTrust on top of it, and so on... When I use the menu the PullDown Menu (that is between [New Ticket In] [ThePullDownMenu] [Search Field] I will be fine on some items and on the "Custom Ones" I will get : An internal RT error has occurred. Your administrator can find more details in RT's log files. When I go to logs, I will see lots of stack traces, like [5416] [Tue May 27 19:52:36 2014] [error]: could not find component for path 'EditCustomFieldNWIE_UID_Callup_Lookup' Stack: [/u01/app/RT-4.2.4-443/share/html/Elements/EditCustomField:111] [/u01/app/RT-4.2.4-443/share/html/Elements/EditCustomFields:65] [/u01/app/RT-4.2.4-443/share/html/Elements/EditCustomFieldCustomGroupings:56] [/u01/app/RT-4.2.4-443/share/html/Widgets/TitleBox:56] [/u01/app/RT-4.2.4-443/share/html/Elements/EditCustomFieldCustomGroupings:57] [/u01/app/RT-4.2.4-443/share/html/Ticket/Create.html:119] [/u01/app/RT-4.2.4-443/share/html/Ticket/autohandler:66] [/u01/app/RT-4.2.4-443/sbin/../lib/RT/Interface/Web.pm:682] [/u01/app/RT-4.2.4-443/sbin/../lib/RT/Interface/Web.pm:370] [/u01/app/RT-4.2.4-443/share/html/autohandler:53] (/u01/app/RT-4.2.4-443/sbin/../lib/RT/Interface/Web/Handler.pm:210) How should I approach the problem? Just brutal copy of old stuff from RT-3.6.19.../local/ did not work and asked me to download mod_perl and the likes (I work under FCGI under IHS 8.0). Any good write-ups on the approach of upgrading the custom fields, custom templates, ClearTrust (I know perl well, but I do not know RT...)? Jan Labanowski labanj2 at nationwide.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed May 28 13:34:18 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 28 May 2014 13:34:18 -0400 Subject: [rt-users] RT Mailgate question In-Reply-To: <1401073344707-57494.post@n7.nabble.com> References: <1401073344707-57494.post@n7.nabble.com> Message-ID: <20140528173418.GA64805@jibsheet.com> On Sun, May 25, 2014 at 08:02:24PM -0700, Jeevan wrote: > When I first started working on Request Tracker, the concept was simple > cause I was working in a local environment where a mail message would be > sent directly to a predefined RT queue e.g. queue1 at rt.example.com or just > queue1. However, now I want to do something like this in which a ticket is > created by sending an email to a Gmail account, the RT-Mailgate reads the > account and creates the ticket. I am using Sendmail and relaying everything > to a mailserver located within my network. Any thoughts or insights would be > much appreciated. Please and thank you! rt-mailgate does not do pop or imap or any other mail client protocols. You set up fetchmail or getmail or any of the other mail client systems and have them pipe mail to rt-mailgate. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed May 28 13:37:59 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 28 May 2014 13:37:59 -0400 Subject: [rt-users] switch-templates-to: Can't locate RT.pm in @INC In-Reply-To: <7a29f3bc51982c63de79259e5a34939b@andrei.myip.org> References: <7a29f3bc51982c63de79259e5a34939b@andrei.myip.org> Message-ID: <20140528173759.GB64805@jibsheet.com> On Fri, May 23, 2014 at 05:07:25PM -0700, Florin Andrei wrote: > Installed 4.2.4 on a fresh CentOS 6.5 system, then imported and upgraded > the database from another system running 4.0.5 > > I got this: > > # /opt/rt4/etc/upgrade/switch-templates-to html > Can't locate RT.pm in @INC (@INC contains: lib local/lib grep "use lib" /opt/rt4/etc/upgrade/switch-templates-to I suspect you're getting a relative path defined which would work when run from the install tarball (the most common thing). -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 May 28 13:38:43 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 28 May 2014 13:38:43 -0400 Subject: [rt-users] send the whole email as HTML, not just the template? In-Reply-To: References: Message-ID: <20140528173843.GC64805@jibsheet.com> On Fri, May 23, 2014 at 05:24:45PM -0700, Florin Andrei wrote: > But here's the thing: When I create a new ticket via email, I get the > new ticket notification using the HTML template - however, the message > itself is stripped to plaintext. I'm testing with HTML formatted > messages, containing bold text, large text, monospace text, inline > images, and all that stuff is displayed just fine in the web UI, but the > new ticket notifications and the AdminCc notifications still show the > message itself stripped to plain text (even though the template is now > HTML). > > Is there any thing I could do about it? Is this a setting somewhere that > I could change? This sounds like you're not actually using HTML templates in the outgoing email. Show your Scrips configuration and the headers of a generated email. -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 May 28 13:41:04 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 28 May 2014 13:41:04 -0400 Subject: [rt-users] Ticket Updates only for Comments/Correspondence In-Reply-To: References: Message-ID: <20140528174104.GD64805@jibsheet.com> On Sun, May 25, 2014 at 11:42:18AM +0100, Richard McMahon wrote: > In order to identify activity we have a series of dashboards that use > constraints like: > > updated < last week; updated < last month; Updated > '-4 weeks' > > This is getting cluttered up with minor transactions like e.g. > > Reference by Ticket XXXX > Member ticket XXX added > Dependency by ticket XXXX added > > We would like to only list tickets where there has been a significant > updat ie > > comment or corresponce in the time window. > > From a query point of view it would be useful to have > > Last updated option that only included Comments and/or Correspondence > transactions. > > ie > Last Comment > Last Correspondence > > Comments or pointers appreciated. You can look to see how Updated is implemented in lib/RT/Tickets.pm and extend a new keyword to join Transactions and limit by Type, rather than doing what it does, which is simply to limit by a transaction existing in the date range. Other relevant code is the sub _Trans*Limit functions in there where the actual query is generated. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed May 28 13:42:02 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 28 May 2014 13:42:02 -0400 Subject: [rt-users] Calculate values in charts by percent In-Reply-To: <1401105634576-57497.post@n7.nabble.com> References: <1401105634576-57497.post@n7.nabble.com> Message-ID: <20140528174202.GE64805@jibsheet.com> On Mon, May 26, 2014 at 05:00:35AM -0700, andkulb wrote: > Hello, > > > > How can I add my own functions to this fields set, to be more specific, > calculate by percent? Relevant code is in lib/RT/Reports/Ticket.pm It's complicated. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Wed May 28 13:43:07 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 28 May 2014 13:43:07 -0400 Subject: [rt-users] Resending tickets due to sendmail failure. In-Reply-To: <1630341053.8520671.1401126157772.JavaMail.root@usp.br> References: <572392130.8518173.1401125870293.JavaMail.root@usp.br> <1630341053.8520671.1401126157772.JavaMail.root@usp.br> Message-ID: <20140528174307.GF64805@jibsheet.com> On Mon, May 26, 2014 at 02:42:37PM -0300, Robson Eisinger wrote: > The error message on our logs was: > May 16 20:19:57 XXXXXX RT: : Could not send mail. > (/usr/local/lib/perl5/site_perl/5.12/RT/Interface/Email.pm:563) > Anyway, that problem is solved but i got another one in my hands, I need to resend all the > messages that failed to be sent. So, my question: It is possible to search (or identify) all > messages that had this error ans somehow resend them or at least resend all messages from last > week? Or RT do that "automagically"? There's no easy way to do this. You could rerun on transactions/tickets updated in the timeframe using rt-crontool but it wants to run on either the first transaction, last transaction or all transaction, so you'd have to have a bunch of other clever code to notice and not send dupes. -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 May 28 13:45:55 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 28 May 2014 13:45:55 -0400 Subject: [rt-users] Dealing with old CustomFields after upgrade from 3.6.10 to 4.2.4 In-Reply-To: References: Message-ID: <20140528174555.GG64805@jibsheet.com> On Tue, May 27, 2014 at 04:31:59PM -0400, LABANJ2 at nationwide.com wrote: > When I go to logs, I will see lots of stack traces, like > [5416] [Tue May 27 19:52:36 2014] [error]: could not find component for path > 'EditCustomFieldNWIE_UID_Callup_Lookup' > How should I approach the problem? Just brutal copy of old stuff from RT-3.6.19.../local/ did > not work and asked me to download mod_perl and the likes (I work under FCGI under IHS 8.0). > > Any good write-ups on the approach of upgrading the custom fields, custom templates, To be clear, this is not "upgrading the custom fields". Your custom fields will upgrade just fine from 3.6 to 4.2, but someone added a bunch of custom Custom Field Types to your 3.6 install. You will need to audit their code in local/ on 3.6 and find the relevant components and ensure they generate valid code when in 4.2. As a start, you have a custom field whose type is NWIE_UID_Callup_Lookup and there will be a file on disk in /local/ called EditCustomFieldNWIE_UID_Callup_Lookup or there will be a callback which knows how to map the custom Type to the correct custom file on disk. None of this has to do with a standard RT upgrade, this is trying to figure out what someone was doing X years ago. Hopefully they wrote some docs for you, or at least used local/ and didn't sprinkle their changes directly in the source tree. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From svigano at squaw.com Wed May 28 14:16:10 2014 From: svigano at squaw.com (Steffan Vigano) Date: Wed, 28 May 2014 18:16:10 +0000 Subject: [rt-users] History Display on Main Display Page is Unformatted After Upgrade from 4.0.1 to 4.2.4 Message-ID: <1AFFDC82A8EB0740B70033BABB2059F1040D5F61@MAIL.squawnet.com> Hello, Not sure how to describe this without screen shots, but after our upgrade to 4.2.4, the history section while viewing a ticket using the standard "Ticket/Display.html?id=xxx" page seems wrong. It has slightly different font types for the text within the comments and the headers, but no other formatting at all. Everything is just running together in one long output. When we click the History link and view it via the "Ticket/History.html?id=xxx" page the formatting looks normal again with colored boxes, clean horizontal lines, shadowed boxes around the SHOW, REPLY, COMMENT, FWD sections etc, etc. Whereas on the Display.html page there is no formatting at all. I've put RT into debug mode but nothing related seems to be coming up. The only issue I see is the following Warning: [85536] [Wed May 28 18:01:54 2014] [warning]: The Mason component /usr/local/apache/htdocs.rt/share/html/Ticket/Elements/LoadTextAttachments is deprecated, and will be removed in RT 4.4. You should use RT::Ticket->TextAttachments instead. Call stack: [/usr/local/apache/htdocs.rt/local/html/Ticket/Display.html:209] [/usr/local/apache/htdocs.rt/share/html/Ticket/autohandler:66] [/usr/local/apache/htdocs.rt/lib/RT/Interface/Web.pm:682] [/usr/local/apache/htdocs.rt/lib/RT/Interface/Web.pm:370] [/usr/local/apache/htdocs.rt/share/html/autohandler:53] (/usr/local/apache/htdocs.rt/lib/RT.pm:955) Searching the list archives and the web have not revealed any clues. What else could I look at? Is that warning even relevant? We're using FreeBSD and Apache 2.2.19/ PHP 5.3.6/mod_fastcgi 2.4.6 Thanks -S -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Wed May 28 14:30:00 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 28 May 2014 14:30:00 -0400 Subject: [rt-users] History Display on Main Display Page is Unformatted After Upgrade from 4.0.1 to 4.2.4 In-Reply-To: <1AFFDC82A8EB0740B70033BABB2059F1040D5F61@MAIL.squawnet.com> References: <1AFFDC82A8EB0740B70033BABB2059F1040D5F61@MAIL.squawnet.com> Message-ID: <53862B28.2070805@bestpractical.com> On 05/28/2014 02:16 PM, Steffan Vigano wrote: [85536] [Wed May 28 18:01:54 2014] [warning]: The Mason component > /usr/local/apache/htdocs.rt/share/html/Ticket/Elements/LoadTextAttachments > is deprecated, and will be removed in RT 4.4. You should use > RT::Ticket->TextAttachments instead. Call stack: > > [/usr/local/apache/htdocs.rt/local/html/Ticket/Display.html:209] The local/html here says that you have a local override of the ticket display page, which you need to either remove, or update to merge in whatever your changes were in your previous version of RT (unmentioned here, but presumably 4.0.x) into the standard 4.2 version. - Alex From svigano at squaw.com Wed May 28 14:57:40 2014 From: svigano at squaw.com (Steffan Vigano) Date: Wed, 28 May 2014 18:57:40 +0000 Subject: [rt-users] History Display on Main Display Page is Unformatted After Upgrade from 4.0.1 to 4.2.4 In-Reply-To: <53862B28.2070805@bestpractical.com> References: <1AFFDC82A8EB0740B70033BABB2059F1040D5F61@MAIL.squawnet.com> <53862B28.2070805@bestpractical.com> Message-ID: <1AFFDC82A8EB0740B70033BABB2059F1040D6016@MAIL.squawnet.com> > The local/html here says that you have a local override of the ticket display > page, which you need to either remove, or update to merge in whatever your > changes were in your previous version of RT That was it. It looks like someone had copied over the Display.html page from 4.0.1 into the local folder in anticipation of customizing it, but I found no differences from it and the original 4.0.1 file. Once removed, everything looks great again. Thanks for the prompt reply. -S From Kevin.Curtis at farsite.com Thu May 29 10:05:12 2014 From: Kevin.Curtis at farsite.com (Kevin Curtis) Date: Thu, 29 May 2014 15:05:12 +0100 Subject: [rt-users] (no subject) Message-ID: Hi, I have searched hard for the answer to this one, but haven't seen it yet, maybe someone can point me in the right direction. We have RT version 4.2.1 installed on Ubuntu 12.04. The main mailbox is on a Windows Exchange server, and we use fetchmail to get the mail every minute or so. Mail sent by RT goes through sendmail. We use RT as a Ticket handling tool for customer problems. Our inhouse support staff use Office Outlook version 12. The email client composes html formatted email. The problem that I have spent the last week trying to solve is that the emails sent out have an exclamation marks "!" inserted into them at various places. Now I have tracked down that the sendmail tool is doing this because some of the lines are longer than the maximum line length supported by SMTP (990 characters). And I have also tracked down that the Office Outlook email client is creating the long lines when html is chosen as the message format. (It doesn't appear to be a problem with rtf or plain text). I know the problem isn't in RT itself, but our configuration must so typical of many RT installations that I can't believe that we are the first to see this problem, and that there isn't a solution already out there somewhere. If someone knows what it is then I'd be pleased to hear it. I am not an expert in any of the component parts (fetchmail, sendmail or RT), but it seemed to me the best place to try and solve the issue was in the fetchmail/mailgate interface. So I have added a new method to EmailParser.pm. I have used the RescueOutlook method as a template and I have tried to break lines (using the perl Text::Wrap) but this doesn't seem to be doing the job. It looks like what I really need to do is process just the text/html section of the email and be a bit more intelligent about where the line breaks are placed. At the moment it's just if the line is greater than 132 characters. It's been quite a steep learning curve this week! And it looks like it will take me a long time to get this fixed using the method I have chosen. I hope that there is already a fix. Thanks in Advance Kevin Curtis Farsite Communications. -------------- next part -------------- An HTML attachment was scrubbed... URL: From brian at dugga.net Thu May 29 10:54:39 2014 From: brian at dugga.net (Brian C. Duggan) Date: Thu, 29 May 2014 10:54:39 -0400 Subject: [rt-users] Creating ticket through REST API with AJAX Message-ID: <20140529145439.GA3746@starscream.h.dugga.net> Hi, I'm trying to create a ticket through the REST interface via an AJAX request. Here's my code so far... var fields = 'id: ticket/new\n\ Queue: Texas\n\ Requestor: requestor at rt.myrtsrv.com\n\ Subject: Yet another REST ticket\n\ Cc: \n\ AdminCc: \n\ Owner: \n\ Status: new\n\ Priority: \n\ InitialPriority: \n\ FinalPriority: \n\ TimeEstimated: \n\ Starts: 2014-05-28 18:01:53\n\ Due: 2014-05-28 18:01:53\n\ Text: Yet another REST ticket'; jQuery(document).ready( function() { var formData = new FormData(); formData.append( 'content', fields ); $.ajax({ type: 'POST', url: 'https://rt.myrtsrv.com/REST/1.0/edit', data: formData, processData: false, contentType: false, success:function(data){ $("#ajax-panel").append("
"+data+"
"); } }); }); The server returns this respsonse: RT/4.2.3 400 Bad Request # Ticket new does not exist. I've tried the same method with the rt command line tool, and it succeeds. I can paste in the request headers and POST data this generates if it's not obvious what I'm doing wrong. Thanks, Brian From jim.pollard at mail.utexas.edu Thu May 29 11:29:23 2014 From: jim.pollard at mail.utexas.edu (Pollard, James R) Date: Thu, 29 May 2014 15:29:23 +0000 Subject: [rt-users] remote sql server w/ ssl RT make upgrade-database problem Message-ID: Trying to upgrade from RT 4.2.1 to 4.2.4 with a remote SSL required Mysql server. I've had the current version working fine for months by modifying /opt/rt/lib/RT/Handle.pm as such, where ++ denotes added lines. sub BuildDSN { my $self = shift; # Unless the database port is a positive integer, we really don't want to pass it. my $db_port = RT->Config->Get('DatabasePort'); $db_port = undef unless (defined $db_port && $db_port =~ /^(\d+)$/); my $db_host = RT->Config->Get('DatabaseHost'); $db_host = undef unless $db_host; my $db_name = RT->Config->Get('DatabaseName'); my $db_type = RT->Config->Get('DatabaseType'); $db_name = File::Spec->catfile($RT::VarPath, $db_name) if $db_type eq 'SQLite' && !File::Spec->file_name_is_absolute($db_name); ++ my $DBDriver = $RT::DatabaseType; ++$DBDriver .= ":mysql_read_default_file=$RT::MySQLClientConfigFile" if ++(defined $RT::MySQLClientConfigFile); my %args = ( Host => $db_host, Database => $db_name, Port => $db_port, ++Driver => $DBDriver, RequireSSL => RT->Config->Get('DatabaseRequireSSL'), I have already run make upgrade, copied my changes to Handle.pm and verified that the connection works using the web interface. Make upgrade-database fails however saying "access denied for (using password: YES)" Can anyone think of a way to: 1. For the make upgrade-database script to use the connection specified in RT_SiteConfig that works. or 2. Do a manual database upgrade using a manual connection via mysql -D .. Etc. etc. I'd very much appreciate any assistance! Jim Jim Pollard IT Coordinator Department of Biomedical Engineering University of Texas at Austin it at bme.utexas.edu 512.471.7576 "It's a strange thing about determined seekers-after-wisdom that, no matter where they happen to be, they'll always seek that wisdom which is a long way off. Wisdom is one of the few things that looks bigger the farther away it is." Terry Pratchett -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 6204 bytes Desc: not available URL: From jbrandt at bestpractical.com Thu May 29 13:58:48 2014 From: jbrandt at bestpractical.com (Jim Brandt) Date: Thu, 29 May 2014 13:58:48 -0400 Subject: [rt-users] Creating ticket through REST API with AJAX In-Reply-To: <20140529145439.GA3746@starscream.h.dugga.net> References: <20140529145439.GA3746@starscream.h.dugga.net> Message-ID: <53877558.2000709@bestpractical.com> > jQuery(document).ready( function() { > var formData = new FormData(); > formData.append( 'content', fields ); > > $.ajax({ > type: 'POST', > url: 'https://rt.myrtsrv.com/REST/1.0/edit', Maybe call new instead of edit? https://rt.myrtsrv.com/REST/1.0/ticket/new -- From wrottley at gmail.com Thu May 29 14:37:47 2014 From: wrottley at gmail.com (Techno Buddha) Date: Thu, 29 May 2014 14:37:47 -0400 Subject: [rt-users] RT could not load a valid user Message-ID: Hello everyone, I've been googling for more than half the day now, and still don't have an answer. I just can't put new emails into RT4. I just installed RT4, with no external authentication. I use fetchmail to grab mail from a user "off server". When I get fetchmail to pull the emails, rt-mailgate does the job, but I get errors, and no tickets are created. here are the issues and the site config. I hope someone can help? *fetchmail config:* poll mail.mydomain.com proto pop3: username "support at mydomain.com" password "mypassword" mda "/opt/rt4/bin/rt-mailgate" --url http://rt.mydomain.com/ --queue -SupportQ- --action correspond" */var/log/messages:* May 29 14:09:29 rt RT: [9241] Could not record email: Message Bounced May 29 14:09:30 rt RT: [9241] RT Received mail (< 20140529163951.D0EFC41782 at rt.switchworks.com>#012) from itself. May 29 14:09:30 rt RT: [9241] RT Bounce: RT Bounce: RT Bounce: RT Bounce: RT Bounce: RT Bounce: RT Bounce: Could not load a valid user: RT thinks this message may be a bounce *email gets sent to me:* RT thinks this message may be a bounce RT thinks this message may be a bounce RT thinks this message may be a bounce RT thinks this message may be a bounce RT thinks this message may be a bounce RT thinks this message may be a bounce RT thinks this message may be a bounce RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (someemail at domain.com). You might need to grant 'Everyone' the right 'CreateTicket' for the queue -SupportQ-. *I have gone into the "global group rights",* *and granted 'create tickets" to everyone AND unprivalaged.* *and the group rights for the queue as well...* *I also tried these settings in the config:* Set($AutoCreate, {UnPrivileged => 1}); Set($AutoCreate, {Privileged => 0}); Set($AutoCreateNonExternalUsers,1); Set($AutoCreateNonExternalUsers, 0); *nothing seems to help.here is my RT_SiteConfig.pm:* # Enable 'code' tickets in approval processing Set($UseCodeTickets, 1); # Enable batch transaction scrips Set($UseTransactionBatch , 1); @EmailInputEncodings = qw(utf-8 big5 us-ascii); Set($CompanySpecific, ''); Set($rtname , "http://rt.switchworks.com"); Set($Organization , "switchworks.com"); Set($DatabaseType , 'mysql'); Set($DatabaseUser , 'root'); Set($DatabasePassword , 'RTadmin78'); Set($DatabaseName , 'rt4'); Set($OwnerEmail , 'wrottley at gmail.com'); Set($RTAddressRegexp , "support at mydomain.com"); Set($OverrideOutgoingMailFrom, { 'Default' => "support at mydomain.com", 'General' => "support at mydomain.com", }); # Set($FriendlyFromLineFormat, "Support" <%s>"); Set($UseFriendlyFromLine, 0); Set($WebDomain, 'rt.switchworks.com'); Set($WebBaseURL , "http://rt.switchworks.com"); Set($WebPath , ""); Set($WebURL , "http://rt.switchworks.com" . $WebPath . "/"); Set($WebImagesURL , "http://rt.switchworks.com/" . "NoAuth/images/"); Set($LogoURL , "http://rt.switchworks.com/NoAuth/images/" . "rt.jpg"); # Enable HTML in tickets Set($PreferRichText, 1); Set($MessageBoxRichText, 1); Set($MessageBoxRichTextHeight, 200); Set($AutoCreateNonExternalUsers, 1); *any help would be greatly appreciated!* -------------- next part -------------- An HTML attachment was scrubbed... URL: From dgnapier at sfu.ca Thu May 29 16:04:15 2014 From: dgnapier at sfu.ca (Duncan Napier) Date: Thu, 29 May 2014 13:04:15 -0700 (PDT) Subject: [rt-users] Problem with attachment size limits In-Reply-To: Message-ID: <847665751.132147928.1401393855778.JavaMail.root@sfu.ca> Hi, I'm running RT 4.0.8, Apache 2.2.24, on CentOS 6.4 (final) with Mysql 5.1.67-1 I cannot attach files larger in size than a couple of hundred kb to tickets. Yes ... I've changed made all the upload max size parameters that I'm aware of, restarted apache and restarted the server: php.ini: post_max_size = 8M upload_max_filesize = 4M conf.d/fcgid.conf: FcgidMaxRequestLen 4000000 RT_SiteConfig.pm: Set($MaxAttachmentSize, 10_000_000); Set($DropLongAttachments, 10_000_000); Problem persists. Anyone know what I'm missing here? From darin at darins.net Thu May 29 16:19:23 2014 From: darin at darins.net (Darin Perusich) Date: Thu, 29 May 2014 16:19:23 -0400 Subject: [rt-users] Problem with attachment size limits In-Reply-To: <847665751.132147928.1401393855778.JavaMail.root@sfu.ca> References: <847665751.132147928.1401393855778.JavaMail.root@sfu.ca> Message-ID: what's the mysql max_allowed_packet set to? Also RT doesn't use PHP, it's written in perl so any php setting would have no effect. -- Later, Darin On Thu, May 29, 2014 at 4:04 PM, Duncan Napier wrote: > Hi, > > I'm running RT 4.0.8, Apache 2.2.24, on CentOS 6.4 (final) with Mysql 5.1.67-1 > > I cannot attach files larger in size than a couple of hundred kb to tickets. > > Yes ... I've changed made all the upload max size parameters that I'm aware of, restarted apache and restarted the server: > > php.ini: > post_max_size = 8M > upload_max_filesize = 4M > > conf.d/fcgid.conf: > FcgidMaxRequestLen 4000000 > > RT_SiteConfig.pm: > Set($MaxAttachmentSize, 10_000_000); > Set($DropLongAttachments, 10_000_000); > > Problem persists. Anyone know what I'm missing here? > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training From brian at dugga.net Thu May 29 16:40:08 2014 From: brian at dugga.net (Brian C. Duggan) Date: Thu, 29 May 2014 16:40:08 -0400 Subject: [rt-users] Creating ticket through REST API with AJAX In-Reply-To: <53877558.2000709@bestpractical.com> References: <20140529145439.GA3746@starscream.h.dugga.net> <53877558.2000709@bestpractical.com> Message-ID: <20140529204008.GB3746@starscream.h.dugga.net> On Thu, May 29, 2014 at 01:58:48PM -0400, Jim Brandt wrote: > > jQuery(document).ready( function() { > > var formData = new FormData(); > > formData.append( 'content', fields ); > > > > $.ajax({ > > type: 'POST', > > url: 'https://rt.myrtsrv.com/REST/1.0/edit', > > Maybe call new instead of edit? > > https://rt.myrtsrv.com/REST/1.0/ticket/new > Thanks, Jim. I should have checked the wiki. Progress, but now the server replies RT/4.2.3 200 Ok # Could not create ticket. # Could not create ticket. Queue not set The user has all 'Modify' rights on the queue directly, not through a group. I can tell that RT is consuming all the headers because RT logs the 'Starts' and 'Due' fields. Any suggestions appreciated. Thanks, Brian From dgnapier at sfu.ca Thu May 29 16:42:04 2014 From: dgnapier at sfu.ca (Duncan Napier) Date: Thu, 29 May 2014 13:42:04 -0700 (PDT) Subject: [rt-users] Problem with attachment size limits In-Reply-To: Message-ID: <1494888158.132194816.1401396124126.JavaMail.root@sfu.ca> Hi, It was 1 Mb. I upped it to 4 Mb in my.cnf and everything is now good. Thanks a lot! Duncan. ----- Original Message ----- > what's the mysql max_allowed_packet set to? > > Also RT doesn't use PHP, it's written in perl so any php setting > would > have no effect. > -- > Later, > Darin > > > On Thu, May 29, 2014 at 4:04 PM, Duncan Napier > wrote: > > Hi, > > > > I'm running RT 4.0.8, Apache 2.2.24, on CentOS 6.4 (final) with > > Mysql 5.1.67-1 > > > > I cannot attach files larger in size than a couple of hundred kb to > > tickets. > > > > Yes ... I've changed made all the upload max size parameters that > > I'm aware of, restarted apache and restarted the server: > > > > php.ini: > > post_max_size = 8M > > upload_max_filesize = 4M > > > > conf.d/fcgid.conf: > > FcgidMaxRequestLen 4000000 > > > > RT_SiteConfig.pm: > > Set($MaxAttachmentSize, 10_000_000); > > Set($DropLongAttachments, 10_000_000); > > > > Problem persists. Anyone know what I'm missing here? > > -- > > RT Training - Boston, September 9-10 > > http://bestpractical.com/training > From alexmv at bestpractical.com Thu May 29 17:30:26 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 29 May 2014 17:30:26 -0400 Subject: [rt-users] Problem with attachment size limits In-Reply-To: <1494888158.132194816.1401396124126.JavaMail.root@sfu.ca> References: <1494888158.132194816.1401396124126.JavaMail.root@sfu.ca> Message-ID: <5387A6F2.4070907@bestpractical.com> On 05/29/2014 04:42 PM, Duncan Napier wrote: > It was 1 Mb. I upped it to 4 Mb in my.cnf and everything > is now good. Thanks a lot! RT already explicitly warns during database setup, as well as during server startup, if the max_allowed_packet is 1M or less. Always read the warning messages, and check your Apache error logs! - Alex From dgnapier at sfu.ca Thu May 29 18:26:15 2014 From: dgnapier at sfu.ca (Duncan Napier) Date: Thu, 29 May 2014 15:26:15 -0700 (PDT) Subject: [rt-users] Problem with attachment size limits In-Reply-To: <5387A6F2.4070907@bestpractical.com> Message-ID: <1795391423.132335735.1401402375923.JavaMail.root@sfu.ca> The only errors I found in the Apache log were the mod_fastcgi errors, as the default upload size for fastCGI is 128K. Once I upped that, the errors went away, but uploads were still for failing uploads > 1 Mb. Unfortunately, the mySQL packet errors don't appear in the Apache error logs. Duncan. ----- Original Message ----- > On 05/29/2014 04:42 PM, Duncan Napier wrote: > > It was 1 Mb. I upped it to 4 Mb in my.cnf and everything > > is now good. Thanks a lot! > > RT already explicitly warns during database setup, as well as during > server startup, if the max_allowed_packet is 1M or less. Always read > the warning messages, and check your Apache error logs! > - Alex > -- Submit IT support requests for MBB to http://at.sfu.ca/ohIkbR ---- Regards, Duncan. ----------------------------------------------------------------------- Duncan Napier duncan_napier at sfu.ca http://www.sfu.ca/~dgnapier/ IT Consultant Faculty of Science Simon Fraser University "It takes ten years to become good at being a kid. Then another ten years to become good at not being a kid" - Larry Wall. From alexmv at bestpractical.com Thu May 29 18:46:24 2014 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 29 May 2014 18:46:24 -0400 Subject: [rt-users] Problem with attachment size limits In-Reply-To: <1795391423.132335735.1401402375923.JavaMail.root@sfu.ca> References: <1795391423.132335735.1401402375923.JavaMail.root@sfu.ca> Message-ID: <5387B8C0.9090602@bestpractical.com> On 05/29/2014 06:26 PM, Duncan Napier wrote: > The only errors I found in the Apache log were the mod_fastcgi errors Ah -- I failed to notice you're still on 4.0.8; the warnings I referenced appeared in 4.0.12. - Alex From andrew at emptyness.net Thu May 29 19:22:39 2014 From: andrew at emptyness.net (sinical) Date: Thu, 29 May 2014 16:22:39 -0700 (PDT) Subject: [rt-users] RT 4.2.3 - Charting - Group By Ticket ID Message-ID: <1401405759288-57531.post@n7.nabble.com> Hi List (Sorry if this is a doubleup I cant seem to post even though I am subscribed), Trying to make a performance report where the x-axis value is the Ticket ID so we can see if a job was done on time (Due Date set via the SLA Extension) However I couldn't select this as an option in the group by field. I editted /lib/RT/Report/Tickets.pm from our @GROUPINGS = ( Status => 'Enum', #loc_left_pair Queue => 'Queue', #loc_left_pair Owner => 'User', #loc_left_pair Creator => 'User', #loc_left_pair LastUpdatedBy => 'User', #loc_left_pair Requestor => 'Watcher', #loc_left_pair Cc => 'Watcher', #loc_left_pair AdminCc => 'Watcher', #loc_left_pair Watcher => 'Watcher', #loc_left_pair Created => 'Date', #loc_left_pair Starts => 'Date', #loc_left_pair Started => 'Date', #loc_left_pair Resolved => 'Date', #loc_left_pair Due => 'Date', #loc_left_pair Told => 'Date', #loc_left_pair LastUpdated => 'Date', #loc_left_pair CF => 'CustomField', #loc_left_pair ); our %GROUPINGS; to our @GROUPINGS = ( Status => 'Enum', #loc_left_pair id => 'Enum', Queue => 'Queue', #loc_left_pair Owner => 'User', #loc_left_pair Creator => 'User', #loc_left_pair LastUpdatedBy => 'User', #loc_left_pair Requestor => 'Watcher', #loc_left_pair Cc => 'Watcher', #loc_left_pair AdminCc => 'Watcher', #loc_left_pair Watcher => 'Watcher', #loc_left_pair Created => 'Date', #loc_left_pair Starts => 'Date', #loc_left_pair Started => 'Date', #loc_left_pair Resolved => 'Date', #loc_left_pair Due => 'Date', #loc_left_pair Told => 'Date', #loc_left_pair LastUpdated => 'Date', #loc_left_pair CF => 'CustomField', #loc_left_pair ); our %GROUPINGS; and am able to use id as an x-axis value and I can generate all the graphs we wanted. However is this the proper way to do this or is there a better way to get this functionality that will survive through upgrades? Thanks in advance -- View this message in context: http://requesttracker.8502.n7.nabble.com/RT-4-2-3-Charting-Group-By-Ticket-ID-tp57531.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Thibault.LeMeur at supelec.fr Fri May 30 04:19:52 2014 From: Thibault.LeMeur at supelec.fr (Thibault Le Meur) Date: Fri, 30 May 2014 10:19:52 +0200 Subject: [rt-users] rt-importer doesn't keep scrips-queues bindings Message-ID: <53883F28.5050508@supelec.fr> Hello, I'm in the process of migrating a mysql-based RT installation to postgresql (I'll post a quick howto if it is of interest to someone). Almost everything is working but I'm facing a small issue: rt-importer correctly imports queues, tickets, attachments, scrips, ... but doesn't keep the binding between scrips and queues. For instance no scrip is "applied" in the Global section, and no scrip is "applied" on queues. I'm exporting from RT 4.2.2 and importing to the same version. No error was reported during export with rt-serializer or import. Is this normal ? Thanks in advance for any tip, Thibault From andrius.kulbis at gmail.com Fri May 30 03:59:48 2014 From: andrius.kulbis at gmail.com (andkulb) Date: Fri, 30 May 2014 00:59:48 -0700 (PDT) Subject: [rt-users] Different template according to requestor email address Message-ID: <1401436788353-57533.post@n7.nabble.com> Hello, There are tickets coming from internal users (@interal.aa) and from external users (@gmail.com, @yahoo.com, etc). I want to send different king of template according to requestor address. Subject: {$Ticket->Subject} Content-Type: text/html { if($Ticket->RequestorAddresses =~ /@internal.aa/) { "You are internal" } else { "You are external" } } Everything works fine if there are only one requestor (aaa at internal.aa or aaa at google.com), but if there are situation like this (aaa at internal.aa, aaa at gmail.com) both, the gmail.com and internal.aa mails get message saying "You are internal". How can I separate these to get different messages according to their email address? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Different-template-according-to-requestor-email-address-tp57533.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Kevin.Curtis at farsite.com Fri May 30 06:57:22 2014 From: Kevin.Curtis at farsite.com (Kevin Curtis) Date: Fri, 30 May 2014 11:57:22 +0100 Subject: [rt-users] In Line Images in Emails Message-ID: Hi, I have searched hard for the answer to this one, but there seems to be some confusion. I am hoping that someone can provide some definitive answers. We have RT version 4.2.1 installed on Ubuntu 12.04. The main mailbox is on a Windows Exchange server, and we use fetchmail to get the mail every minute or so. Mail sent by RT goes through sendmail. We use RT as a Ticket handling tool for customer problems. Our inhouse support staff use Office Outlook version 12. The email client composes html formatted email. We have found that whenever RT receives an email that contains an inline image (internally or externally), any emails that get sent out by RT (for example to the CC list or the requestor or the owner) the email that gets sent out has the text/html section stripped of any html formatting and the text is encased in a 
 ..
block. There is not an image either. The email can be viewed in the Web GUI as it was sent by the originator. The reformatting is performed by RT when generating the outgoing mail. If the email had contained a url to an image instead of an embedded image, then all seems to work fine. In this case the outgoing emails are not converted to plain text in a text/html wrapper. So my questions are as follows: 1) Is there any documentation anywhere about the limitations of using the email interface? 2) Should the email with an embedded image in it have not had the html formatting stripped out? 3) Have I misconfigured something? The questions Thanks in Advance Kevin Curtis Farsite Communications. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbrandt at bestpractical.com Fri May 30 08:20:49 2014 From: jbrandt at bestpractical.com (Jim Brandt) Date: Fri, 30 May 2014 08:20:49 -0400 Subject: [rt-users] Creating ticket through REST API with AJAX In-Reply-To: <20140529204008.GB3746@starscream.h.dugga.net> References: <20140529145439.GA3746@starscream.h.dugga.net> <53877558.2000709@bestpractical.com> <20140529204008.GB3746@starscream.h.dugga.net> Message-ID: <538877A1.9010200@bestpractical.com> On 5/29/14 4:40 PM, Brian C. Duggan wrote: > On Thu, May 29, 2014 at 01:58:48PM -0400, Jim Brandt wrote: >> > jQuery(document).ready( function() { >>> var formData = new FormData(); >>> formData.append( 'content', fields ); >>> >>> $.ajax({ >>> type: 'POST', >>> url: 'https://rt.myrtsrv.com/REST/1.0/edit', >> >> Maybe call new instead of edit? >> >> https://rt.myrtsrv.com/REST/1.0/ticket/new >> > > Thanks, Jim. I should have checked the wiki. Progress, but now the server replies > > RT/4.2.3 200 Ok > > # Could not create ticket. > # Could not create ticket. Queue not set > > The user has all 'Modify' rights on the queue directly, not through a group. I can tell that RT is consuming all the headers because RT logs the 'Starts' and 'Due' fields. > > Any suggestions appreciated. Confirm the queue name in the call is exactly the same as the queue name in RT. Also try running it with SuperUser rights. If it works you know it's a rights issue and can focus there (confirm SeeQueue, CreateTicket, etc.). -- From Mark.Sears at GDIT.com Fri May 30 08:36:44 2014 From: Mark.Sears at GDIT.com (Sears, Mark) Date: Fri, 30 May 2014 12:36:44 +0000 Subject: [rt-users] unsubscribe Message-ID: <3A0A0D05AD1D944FA93E42E3A38AEDD8120CBA40@HQ100-EXMBX02.ad.local> Thanks, Mark Sears - CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Picture (Device Independent Bitmap) 1.jpg Type: image/jpeg Size: 631 bytes Desc: Picture (Device Independent Bitmap) 1.jpg URL: From Mark.Sears at GDIT.com Fri May 30 08:37:11 2014 From: Mark.Sears at GDIT.com (Sears, Mark) Date: Fri, 30 May 2014 12:37:11 +0000 Subject: [rt-users] (no subject) Message-ID: <3A0A0D05AD1D944FA93E42E3A38AEDD8120CBA4A@HQ100-EXMBX02.ad.local> unsubscribe Thanks, Mark Sears - CISSP-M.S. IA Principal Information Security Analyst [cid:image001.png at 01CE728F.61780B30] 12249 Science Drive Suite 160 Orlando, FL 32826 office: (407) 541-4062 fax: (407) 380-3823 mark.sears at gdit.com www.gdit.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Picture (Device Independent Bitmap) 1.jpg Type: image/jpeg Size: 631 bytes Desc: Picture (Device Independent Bitmap) 1.jpg URL: From guadagnino.cristiano at creval.it Fri May 30 08:56:17 2014 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Fri, 30 May 2014 12:56:17 +0000 Subject: [rt-users] Ticket replies not going to another queue Message-ID: <5388808E.5090803@creval.it> Hi all, RT usage is taking off lately here: we started with one division using it, and now there are four divisions using it and a fifth coming soon. We have been using just one RT instance, using groups and ACLs to separate the queues of one division from the others. Every division has its own email address that forwards to RT, and everything has been working very well till now. However, we have had a little nuisance that is slowly becoming bigger due to the increased number of users and requestors. The problem arises when one requestor (requestors often are completely unaware of the fact we are using RT internally) send a ticket to a division, and that division replies that the request should be made to another division. At this point, the requestor often takes the reply and forwards it to the other division, leaving it intact. Now, if the other division is using RT, the mail message from the requestor is again turned into a ticket and - due to the fact that it already contains a ticket number - it is appended to the old ticket thread instead of creating a new ticket in the other division's queues. Is anybody having this issue? How did you solve it? Ideally I think RT should append to the original ticket only if the receiving address is the same as the original ticket. Or at least, this is how it could work in our environment. Anybody foreseeing possible problems with this approach? Thank you in advance. Bye Cris From ktm at rice.edu Fri May 30 09:07:37 2014 From: ktm at rice.edu (ktm at rice.edu) Date: Fri, 30 May 2014 08:07:37 -0500 Subject: [rt-users] Ticket replies not going to another queue In-Reply-To: <5388808E.5090803@creval.it> References: <5388808E.5090803@creval.it> Message-ID: <20140530130737.GF4279@aart.rice.edu> On Fri, May 30, 2014 at 12:56:17PM +0000, Guadagnino Cristiano wrote: > Hi all, > RT usage is taking off lately here: we started with one division using > it, and now there are four divisions using it and a fifth coming soon. > > We have been using just one RT instance, using groups and ACLs to > separate the queues of one division from the others. > Every division has its own email address that forwards to RT, and > everything has been working very well till now. > > However, we have had a little nuisance that is slowly becoming bigger > due to the increased number of users and requestors. > > The problem arises when one requestor (requestors often are completely > unaware of the fact we are using RT internally) send a ticket to a > division, and that division replies that the request should be made to > another division. At this point, the requestor often takes the reply and > forwards it to the other division, leaving it intact. > Now, if the other division is using RT, the mail message from the > requestor is again turned into a ticket and - due to the fact that it > already contains a ticket number - it is appended to the old ticket > thread instead of creating a new ticket in the other division's queues. > > Is anybody having this issue? How did you solve it? > > Ideally I think RT should append to the original ticket only if the > receiving address is the same as the original ticket. Or at least, this > is how it could work in our environment. Anybody foreseeing possible > problems with this approach? > > Thank you in advance. > Bye > Cris Hi Cris, We a more general Helpdesk as one of the areas using RT and they have the rights to put a ticket in any of the other areas' submission queues. Then if something is mis-routed, we just drop it in the Helpdesk submission queue for re-routing. Regards, Ken From guadagnino.cristiano at creval.it Fri May 30 09:13:27 2014 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Fri, 30 May 2014 13:13:27 +0000 Subject: [rt-users] Ticket replies not going to another queue In-Reply-To: <20140530130737.GF4279@aart.rice.edu> References: <5388808E.5090803@creval.it> <20140530130737.GF4279@aart.rice.edu> Message-ID: <53888494.7090009@creval.it> > On Fri, May 30, 2014 at 12:56:17PM +0000, Guadagnino Cristiano wrote: >> Hi all, >> RT usage is taking off lately here: we started with one division using >> it, and now there are four divisions using it and a fifth coming soon. >> >> We have been using just one RT instance, using groups and ACLs to >> separate the queues of one division from the others. >> Every division has its own email address that forwards to RT, and >> everything has been working very well till now. >> >> However, we have had a little nuisance that is slowly becoming bigger >> due to the increased number of users and requestors. >> >> The problem arises when one requestor (requestors often are completely >> unaware of the fact we are using RT internally) send a ticket to a >> division, and that division replies that the request should be made to >> another division. At this point, the requestor often takes the reply and >> forwards it to the other division, leaving it intact. >> Now, if the other division is using RT, the mail message from the >> requestor is again turned into a ticket and - due to the fact that it >> already contains a ticket number - it is appended to the old ticket >> thread instead of creating a new ticket in the other division's queues. >> >> Is anybody having this issue? How did you solve it? >> >> Ideally I think RT should append to the original ticket only if the >> receiving address is the same as the original ticket. Or at least, this >> is how it could work in our environment. Anybody foreseeing possible >> problems with this approach? >> >> Thank you in advance. >> Bye >> Cris > > Hi Cris, > > We a more general Helpdesk as one of the areas using RT and they have > the rights to put a ticket in any of the other areas' submission queues. > Then if something is mis-routed, we just drop it in the Helpdesk submission > queue for re-routing. > > Regards, > Ken > Ken, thank you for your reply. This is what we do if it is immediately apparent to us that the request should be routed to another division. Probably my example was a bit too simplistic, however the fact is that sometimes the requestor feels the urge to reissue a rejected request to a different division. In that case we're out of luck, as we see the ticket re-opening the old thread, instead of opening a new ticket in another queue. Any other suggestions? Bye Cris From falcone at bestpractical.com Fri May 30 10:45:19 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 30 May 2014 10:45:19 -0400 Subject: [rt-users] Ticket replies not going to another queue In-Reply-To: <5388808E.5090803@creval.it> References: <5388808E.5090803@creval.it> Message-ID: <20140530144519.GH64805@jibsheet.com> On Fri, May 30, 2014 at 12:56:17PM +0000, Guadagnino Cristiano wrote: > The problem arises when one requestor (requestors often are completely > unaware of the fact we are using RT internally) send a ticket to a > division, and that division replies that the request should be made to > another division. At this point, the requestor often takes the reply and > forwards it to the other division, leaving it intact. > Now, if the other division is using RT, the mail message from the > requestor is again turned into a ticket and - due to the fact that it > already contains a ticket number - it is appended to the old ticket > thread instead of creating a new ticket in the other division's queues. > > Is anybody having this issue? How did you solve it? While we understand this use case (and in fact have developed code for users who needed to be able to email other RT queues from inside RT): > Ideally I think RT should append to the original ticket only if the > receiving address is the same as the original ticket. Or at least, this > is how it could work in our environment. Anybody foreseeing possible > problems with this approach? This workflow will never become the default RT workflow. Too many people (including us) rely on email finding their way to an RT ticket regardless of whether they've moved to a separate escalation queue or just to the 'correct' queue. Also consider the many many people who have 5+ email addresses all feed into one queue. Assuming usage of a modern RT, the following extension forces creation of new tickets when a reply comes in to a resolved ticket. You could either use it as is, or modify it to check To: (and Cc:) vs Queue's correspond address and then trigger the new ticket creation. https://metacpan.org/release/RT-Extension-RepliesToResolved -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From guadagnino.cristiano at creval.it Fri May 30 11:07:05 2014 From: guadagnino.cristiano at creval.it (Guadagnino Cristiano) Date: Fri, 30 May 2014 15:07:05 +0000 Subject: [rt-users] Ticket replies not going to another queue In-Reply-To: <20140530144519.GH64805@jibsheet.com> References: <5388808E.5090803@creval.it> <20140530144519.GH64805@jibsheet.com> Message-ID: <53889F30.3040304@creval.it> Kevin Falcone ha scritto: > On Fri, May 30, 2014 at 12:56:17PM +0000, Guadagnino Cristiano wrote: >> The problem arises when one requestor (requestors often are completely >> unaware of the fact we are using RT internally) send a ticket to a >> division, and that division replies that the request should be made to >> another division. At this point, the requestor often takes the reply and >> forwards it to the other division, leaving it intact. >> Now, if the other division is using RT, the mail message from the >> requestor is again turned into a ticket and - due to the fact that it >> already contains a ticket number - it is appended to the old ticket >> thread instead of creating a new ticket in the other division's queues. >> >> Is anybody having this issue? How did you solve it? > While we understand this use case (and in fact have developed code for > users who needed to be able to email other RT queues from inside RT): Kevin, I am curious about this. Is this something you have developed under a paid contract or is it part of the standard RT? If so, I may have missed something. >> Ideally I think RT should append to the original ticket only if the >> receiving address is the same as the original ticket. Or at least, this >> is how it could work in our environment. Anybody foreseeing possible >> problems with this approach? > This workflow will never become the default RT workflow. Too many > people (including us) rely on email finding their way to an RT ticket > regardless of whether they've moved to a separate escalation queue or > just to the 'correct' queue. > > Also consider the many many people who have 5+ email addresses all > feed into one queue. > > Assuming usage of a modern RT, the following extension forces creation > of new tickets when a reply comes in to a resolved ticket. You could > either use it as is, or modify it to check To: (and Cc:) vs Queue's > correspond address and then trigger the new ticket creation. > > https://metacpan.org/release/RT-Extension-RepliesToResolved > > -kevin > Thank you Kevin, I think I'll be perusing this extension. BTW, we're using RT 4.2.3. Bye Cris From falcone at bestpractical.com Fri May 30 12:05:26 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 30 May 2014 12:05:26 -0400 Subject: [rt-users] RT 4.2.3 - Charting - Group By Ticket ID In-Reply-To: <1401405759288-57531.post@n7.nabble.com> References: <1401405759288-57531.post@n7.nabble.com> Message-ID: <20140530160526.GI64805@jibsheet.com> On Thu, May 29, 2014 at 04:22:39PM -0700, sinical wrote: > Hi List (Sorry if this is a doubleup I cant seem to post even though I am > subscribed), > > Trying to make a performance report where the x-axis value is the Ticket > ID so we can see if a job was done on time (Due Date set via the SLA > Extension) > > However I couldn't select this as an option in the group by field. > > and am able to use id as an x-axis value and I can generate all the graphs > we wanted. However is this the proper way to do this or is there a better > way to get this functionality that will survive through upgrades? To get something that will survive via upgrades, you want to use a _Local.pm overlay. However, if you think this is a genuinely useful enhancement to the charting features of RT 4.2, send a patch, preferably with some screenshots showing what you're doing with it. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From falcone at bestpractical.com Fri May 30 12:11:30 2014 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 30 May 2014 12:11:30 -0400 Subject: [rt-users] rt-importer doesn't keep scrips-queues bindings In-Reply-To: <53883F28.5050508@supelec.fr> References: <53883F28.5050508@supelec.fr> Message-ID: <20140530161130.GJ64805@jibsheet.com> On Fri, May 30, 2014 at 10:19:52AM +0200, Thibault Le Meur wrote: > Almost everything is working but I'm facing a small issue: rt-importer > correctly imports queues, tickets, attachments, scrips, ... but doesn't > keep the binding between scrips and queues. > > For instance no scrip is "applied" in the Global section, and no scrip > is "applied" on queues. I believe you're running into this http://issues.bestpractical.com/Ticket/Display.html?id=29949 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From Kevin.Curtis at farsite.com Fri May 30 12:17:31 2014 From: Kevin.Curtis at farsite.com (Kevin Curtis) Date: Fri, 30 May 2014 17:17:31 +0100 Subject: [rt-users] Problems with ! in html format emails References: Message-ID: Hi, I am sorry I just noticed that this question didn't have a proper Subject, which I have now added. Regards Kevin Curtis FarSite Communications From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Curtis Sent: 29 May 2014 15:05 To: rt-users at lists.bestpractical.com Subject: [rt-users] (no subject) Hi, I have searched hard for the answer to this one, but haven't seen it yet, maybe someone can point me in the right direction. We have RT version 4.2.1 installed on Ubuntu 12.04. The main mailbox is on a Windows Exchange server, and we use fetchmail to get the mail every minute or so. Mail sent by RT goes through sendmail. We use RT as a Ticket handling tool for customer problems. Our inhouse support staff use Office Outlook version 12. The email client composes html formatted email. The problem that I have spent the last week trying to solve is that the emails sent out have an exclamation marks "!" inserted into them at various places. Now I have tracked down that the sendmail tool is doing this because some of the lines are longer than the maximum line length supported by SMTP (990 characters). And I have also tracked down that the Office Outlook email client is creating the long lines when html is chosen as the message format. (It doesn't appear to be a problem with rtf or plain text). I know the problem isn't in RT itself, but our configuration must so typical of many RT installations that I can't believe that we are the first to see this problem, and that there isn't a solution already out there somewhere. If someone knows what it is then I'd be pleased to hear it. I am not an expert in any of the component parts (fetchmail, sendmail or RT), but it seemed to me the best place to try and solve the issue was in the fetchmail/mailgate interface. So I have added a new method to EmailParser.pm. I have used the RescueOutlook method as a template and I have tried to break lines (using the perl Text::Wrap) but this doesn't seem to be doing the job. It looks like what I really need to do is process just the text/html section of the email and be a bit more intelligent about where the line breaks are placed. At the moment it's just if the line is greater than 132 characters. It's been quite a steep learning curve this week! And it looks like it will take me a long time to get this fixed using the method I have chosen. I hope that there is already a fix. Thanks in Advance Kevin Curtis Farsite Communications. -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Fri May 30 12:25:00 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 30 May 2014 18:25:00 +0200 Subject: [rt-users] Different template according to requestor email address In-Reply-To: <1401436788353-57533.post@n7.nabble.com> References: <1401436788353-57533.post@n7.nabble.com> Message-ID: <20140530162500.GD4943@easter-eggs.com> On Fri, May 30, 2014 at 12:59:48AM -0700, andkulb wrote: > > How can I separate these to get different messages according to their email > address? > scrips uses lib/RT/Action/SendEmail.pm which is designed to send one template to all scrip recipients. it's not unfaisible to send different templates to different recipients, you have to hack this file (and maybe others) a lot ... -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From elacour at easter-eggs.com Fri May 30 12:31:54 2014 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 30 May 2014 18:31:54 +0200 Subject: [rt-users] In Line Images in Emails In-Reply-To: References: Message-ID: <20140530163154.GE4943@easter-eggs.com> On Fri, May 30, 2014 at 11:57:22AM +0100, Kevin Curtis wrote: > > We have found that whenever RT receives an email that contains an inline > image (internally or externally), any emails that get sent out by RT (for > example to the CC list or the requestor or the owner) the email that gets > sent out has the text/html section stripped of any html formatting and the > text is encased in a 
 ..
block. html/body is stripped in RT::Transaction->Content, but not wrapped in 
 ...

can you send more information (test case) for this problem?

> 
>    There is not an image either.
> 

The problem appears when the image is referenced as src="cid:...". There is a
bug caused by the fact that RT changes multipart/related to
multipart/mixed that breaks displaying of inline images.


I worked a bit on this but did not found a beautiful fix (as a template
may makes reference to another Transaction content than the current one
...).

A quick fix is to hack RT::Transaction::Content so it looks for CIDs,
then try to find corresponding images attachments in
RT::Tickets->Attachments, then replaced the CID by
src="data:image...".


-- 
Easter-eggs                              Sp?cialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  M?tro Gait?
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour at easter-eggs.com  -   http://www.easter-eggs.com


From falcone at bestpractical.com  Fri May 30 15:52:46 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 30 May 2014 15:52:46 -0400
Subject: [rt-users] Ticket replies not going to another queue
In-Reply-To: <53889F30.3040304@creval.it>
References: <5388808E.5090803@creval.it> <20140530144519.GH64805@jibsheet.com>
	<53889F30.3040304@creval.it>
Message-ID: <20140530195246.GK64805@jibsheet.com>

On Fri, May 30, 2014 at 03:07:05PM +0000, Guadagnino Cristiano wrote:
> > While we understand this use case (and in fact have developed code for
> > users who needed to be able to email other RT queues from inside RT):

> Is this something you have developed under a paid contract or is it part 
> of the standard RT? If so, I may have missed something.

It is something we have delivered to customers and has not seen a
public release.  Before public release, it would require refactorings
to make supporting it in future releases easier and there has not been
sufficient clamor nor support for it.

-kevin
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From falcone at bestpractical.com  Fri May 30 16:07:50 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 30 May 2014 16:07:50 -0400
Subject: [rt-users] RT could not load a valid user
In-Reply-To: 
References: 
Message-ID: <20140530200750.GL64805@jibsheet.com>

On Thu, May 29, 2014 at 02:37:47PM -0400, Techno Buddha wrote:
>    /var/log/messages:

Instead of /var/log/messages which appears to be getting chopped up by
something, I suggest you
Set($LogToSTDERR, 'debug');
and read the debug logs in your apache logs.

You should also show the bounce email you get, since it implies mail
is looping.

>    RT could not load a valid user, and RT's configuration does not allow
>    for the creation of a new user for this email ([5]someemail at domain.com).
> 
>    You might need to grant 'Everyone' the right 'CreateTicket' for the
>    queue -SupportQ-.

While this generally means you need to change permissions, it can also
mean that you have a customization mucking about which might show up
in the debug logs.

>    Set($AutoCreate, {UnPrivileged => 1});
>    Set($AutoCreate, {Privileged => 0});

The first of these means nothing, and in either case, AutoCreate is no
longer correct under 4.2, and only works when logging in with the web
UI, not email:

http://bestpractical.com/docs/rt/latest/RT_Config.html#WebRemoteUserAutocreate

>    Set($AutoCreateNonExternalUsers,1);
>    Set($AutoCreateNonExternalUsers, 0);

This only applies if you have RT-Authen-ExternalAuth enabled.

>    # Enable 'code' tickets in approval processing
>    Set($UseCodeTickets, 1);

This has not been a valid configuration option for almost a decade.

>    # Enable batch transaction scrips
>    Set($UseTransactionBatch , 1);

This is the default since midway through 3.8

>    @EmailInputEncodings = qw(utf-8 big5 us-ascii);

This doesn't do anything

>    Set($CompanySpecific, '');

This implies you have customizations, what are they?

>    Set($DatabaseUser , 'root');

Don't run RT as the root mysql user

>    Set($DatabasePassword , '');

You just leaked your root database password to several mailing list
archives.

>    Set($WebDomain, 'rt.switchworks.com');
>    Set($WebBaseURL , "http://rt.switchworks.com");
>    Set($WebPath , "");
>    Set($WebURL , "http://rt.switchworks.com" . $WebPath . "/");
>    Set($WebImagesURL , "http://rt.switchworks.com/" . "NoAuth/images/");
>    Set($LogoURL , "http://rt.switchworks.com/NoAuth/images/" . "rt.jpg");

The last 2 of these may not do what you mean, and you generally only
want to set WebDomain, WebPath and WebPort and let us calculate.  Your
WebPath is the default and does not need to be specified.
http://bestpractical.com/docs/rt/latest/RT_Config.html#WebBaseURL-WebURL

>    # Enable HTML in tickets
>    Set($PreferRichText, 1);
>    Set($MessageBoxRichText, 1);
>    Set($MessageBoxRichTextHeight, 200);

These are all the defaults

>    Set($AutoCreateNonExternalUsers, 1);

Irrelevant unless you have RT-Authen-ExternalAuth installed

-kevin
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From falcone at bestpractical.com  Fri May 30 16:23:33 2014
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 30 May 2014 16:23:33 -0400
Subject: [rt-users] remote sql server w/ ssl RT make upgrade-database
 problem
In-Reply-To: 
References: 
Message-ID: <20140530202333.GM64805@jibsheet.com>

On Thu, May 29, 2014 at 03:29:23PM +0000, Pollard, James R wrote:
>    Trying to upgrade from RT 4.2.1 to 4.2.4 with a remote SSL required Mysql server.  I've had
>    the current version working fine for months by modifying /opt/rt/lib/RT/Handle.pm as such,
>    where ++ denotes added lines.

This seems like the sort of thing that could be contributed to core,
assuming it worked on upgrades...

>    I have already run make upgrade, copied my changes to Handle.pm and verified that the
>    connection works using the web interface.  Make upgrade-database fails however saying "access
>    denied for  (using password: YES)"

Unfortunately, you cut the important parts, seeing the connection
details printed by make upgrade-database and which step bailed out,
since there are schema changes *and* content changes.

>    2.       Do a manual database upgrade using a manual connection via mysql -D .... Etc. etc.

Not possible, since there are changes that require RT to execute perl
code in those (and future) upgrade steps.

I assume you're tripping over RT trying to get a privileged handle for
schema changes and failing somewhere.

-kevin
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From Thibault.LeMeur at supelec.fr  Sat May 31 02:22:27 2014
From: Thibault.LeMeur at supelec.fr (Thibault Le Meur)
Date: Sat, 31 May 2014 08:22:27 +0200
Subject: [rt-users] rt-importer doesn't keep scrips-queues bindings
In-Reply-To: <20140530161130.GJ64805@jibsheet.com>
Message-ID: <5eff-53897500-3-653e8600@58071621>

 
On Friday, May 30, 2014 18:11 CEST, Kevin Falcone  wrote: 
 
> I believe you're running into this
> http://issues.bestpractical.com/Ticket/Display.html?id=29949


Thanks for your answer.
This ticket is about objectscrips not serialized. However, in my case, scrips  are correctly exported and imported into my new DB, only the bindings are missing.
Another difference is that I'm running only version 4.2.2 of rt-serializer and rt-importer, and the reported ticket seems to refer to version 4.2.3! Note however that I've seen no changelog entry related to serializer/importer in version 4.2.3 so this can be a mistake in the ticket.

Regards,
Thibault
 
 
 
 



From Thibault.LeMeur at supelec.fr  Sat May 31 02:48:22 2014
From: Thibault.LeMeur at supelec.fr (Thibault Le Meur)
Date: Sat, 31 May 2014 08:48:22 +0200
Subject: [rt-users] rt-importer doesn't keep scrips-queues bindings
In-Reply-To: <5eff-53897500-3-653e8600@58071621>
References: <5eff-53897500-3-653e8600@58071621>
Message-ID: <53897B36.1070305@supelec.fr>

Le 31/05/2014 08:22, Thibault Le Meur a ?crit :
>   
> On Friday, May 30, 2014 18:11 CEST, Kevin Falcone  wrote:
>   
>> I believe you're running into this
>> http://issues.bestpractical.com/Ticket/Display.html?id=29949
> Thanks for your answer.
> This ticket is about objectscrips not serialized. However, in my case, scrips  are correctly exported and imported into my new DB, only the bindings are missing.

My mistake, this ticket is exactly about my problem, but I'm not used to 
the mobile version of RT and didn't read the history, just the summary.

I'll try the proposed patch then.

Thanks again.
Thibault


From ram0502 at gmail.com  Sat May 31 13:57:20 2014
From: ram0502 at gmail.com (Ram)
Date: Sat, 31 May 2014 10:57:20 -0700
Subject: [rt-users] Different template according to requestor email
	address
Message-ID: 

> How can I separate these to get different messages according to their email
> address?
>

My first inclination would be to duplicate the Scrip(s) in question (e.g.
On Correspond Notify Requestors and CCs).

For the Internal Scrip change the template to be your internal template.
Put in a custom condition to see if any of the planned recipients are
internal - if no then bail out. Put in a custom action preparation code
that strips out any recipients which are not internal.

Now for the External Scrip do the same but check for external recipients,
strip internal recipients, and use your External template.

cheers
ram
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From vadud3 at gmail.com  Sat May 31 18:21:44 2014
From: vadud3 at gmail.com (Asif Iqbal)
Date: Sat, 31 May 2014 18:21:44 -0400
Subject: [rt-users] SLA reporting
In-Reply-To: 
References: <3006E03C40546E4691B39D27A01A16D09BA13295@DHREUSVXM03.danaher.org>
	
Message-ID: 

On Fri, Feb 17, 2012 at 10:48 AM, Ruslan Zakirov 
wrote:

> Hi,
>
> There is a custom branch in the repository that makes a stab at
> calculating whether people met deadlines or not. It's not complete,
>


I could not find it under different branches of the github repo
 https://github.com/bestpractical/rt

Can you provide a link please? I need to generate sla report monthly


Thanks for your help


but it's a good start. This code walks history of a ticket and
> calculates whether configured deadlines were met or not.
>
> Your idea with crontool is bad.
>
> It's better to use scrips with on correspond and on resolve
> conditions. With this solution you get accurate statistics, but you
> get it late to react.


> On Fri, Feb 17, 2012 at 18:19, Soula, Christophe 
> wrote:
> > Hi,
> >
> >
> >
> > We are using RT4.02 for our IT service Center with SLA module defining
> start
> > and due date (Response time and resolution time as defined in
> > RT_Siteconfig.pm).
> >
> > My concern right now is to find a way to report Performance against the
> SLA
> > at two level:
> >
> > -          Response time
> >
> > -          Resolution time
> >
> >
> >
> > The idea we have is to use rt-crontool to store into CF Request already
> late
> > in regards of response time and also in regards of resolution time
> >
> >
> >
> > For response time the query could be something like : Status = 'new' AND
> > TimeLeft > 0
> >
> > For resolution time the query could be something like : TimeLeft > 0 AND
> (
> > Status = 'open' OR Status = 'stalled' )
> >
> >
> >
> > Now the idea is to set a specific hidden CF called LateResponse and
> > LateResolution with value 0 or 1 to keep a track of late response or late
> > resolution
> >
> > The solution to update the CF could be to use then bin/rt/ command line.
> >
> >
> >
> > And finally query directly the MySQL DB to get our report.
> >
> >
> >
> > Is there any other idea to create this report from your point of view
> >
> >
> >
> > thanks
> >
> >
> > Please be advised that this email may contain confidential information.
> If
> > you are not the intended recipient, please notify us by email by
> replying to
> > the sender and delete this message. The sender disclaims that the
> content of
> > this email constitutes an offer to enter into, or the acceptance of, any
> > agreement; provided that the foregoing does not invalidate the binding
> > effect of any digital or other electronic reproduction of a manual
> signature
> > that is included in any attachment.
> >
> > --------
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > * Boston ? March 5 & 6, 2012
>
>
>
> --
> Best regards, Ruslan.
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012




-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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